V2 Rubric Detail — 2c5c839e-650c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:37
Duration
76m 49s
Contact
Tammy Holmgren
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133021
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Child node lost connection to network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall90.1% (+50.1)

V2 Grader Summary

The agent successfully resolved a complex mesh node reconnection issue by guiding the customer through resets, 5-press pairing, and admin interface configuration. While most technical steps were accurate, the fixed 20-second reset instruction slightly deviates from KB guidance, warranting a Partially Met on T3. All other indicators are solidly Met, with full resolution confirmed by the customer.

V1 Case Analysis

Customer reported child nodes not joining mesh and Wi-Fi password rejected. After multiple resets, incorrect URLs, and password confusion, agent guided customer through factory reset (20s), login to 192.168.1.1, reconfiguration of SSID/password, and node re-addition via web UI. Internet restored on phone and TV. No model/serial/warranty collected.

Troubleshooting Steps
  • Attempted 5-press pairing on parent node (00:00).
  • Performed 20-second factory reset on parent node (30:00).
  • Guided customer to access router via 192.168.1.1 after initial incorrect IP (38:00–39:00).
  • Re-entered Wi-Fi SSID and password from label via web UI (40:00–49:00).
  • Reset child nodes (53:00) and re-added via 'Add Wireless Child Node' in admin interface (56:00–59:00).
  • Confirmed internet connectivity on customer's phone and TV (63:00–64:00).
Key Observations
  • Agent provided multiple materially incorrect technical instructions: 20-second reset (vs 10–15s), wrong admin URL (10.0.0.0.156 and myrouter.info for Velop), and repeated confusion between router admin password and Wi-Fi password.
  • No product model, serial number, or warranty status was collected or verified, violating core protocol for troubleshooting calls.
  • Call was highly inefficient: multiple failed pairing attempts, incorrect login paths, and redundant resets caused avoidable delays and customer confusion.
  • Despite technical inaccuracies, the agent persisted and ultimately achieved a confirmed resolution with customer validation on multiple devices.
Positive Highlights
  • Persisted through multiple failed attempts and ultimately restored network functionality (63:00–64:00).
  • Confirmed resolution by verifying internet access on both phone and TV (63:00, 64:00), ensuring outcome validation.
  • Provided step-by-step guidance through web UI reconfiguration, enabling customer to complete changes successfully (40:00–49:00).
  • Maintained a generally calm tone despite customer confusion and technical setbacks.
Agent Errors / Gaps
  • Instructed 20-second factory reset at 30:00; KB specifies 10–15 seconds for Velop devices — excessive reset duration risks firmware corruption.
  • Provided incorrect IP address '10.0.0.0.156' at 38:00 — not a valid Linksys admin address; likely hallucinated or misremembered.
  • Directed customer to 'www.myrouter.info' at 41:00 for a Velop device; correct URL is 192.168.1.1 or myrouter.local — myrouter.info is for SPNM series only.
  • Repeatedly confused router admin password with Wi-Fi password, instructing at 44:00 that the password under the node is for router access, when it is the Wi-Fi password.
  • Failed to collect product model, serial number, or warranty status despite this being a hardware troubleshooting call — a critical protocol failure.
  • Provided unclear and repetitive instructions during 5-press pairing (00:00–02:00), causing customer to perform it incorrectly and requiring repetition.
  • Did not confirm topology or clarify that child nodes inherit settings from parent, leading to unnecessary reconfiguration attempts on individual nodes.
  • Used non-standard term 'CA router setup' (56:00) instead of documented 'Mesh Setup' or 'Node Management' — may indicate lack of KB familiarity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution with 'Yay! It's live now' and 'I'm good,' indicating full restoration of network connectivity.
R2 Met Diagnostic thoroughness conf 96%
Agent performed systematic troubleshooting: verified LED states, guided through 5-press pairing, reset parent and child nodes, accessed admin interface, corrected SSID/password mismatch, and confirmed internet access.
R3 Met Correct resolution path conf 94%
Agent correctly pursued a full reconfiguration path for a mesh system with unresponsive nodes, consistent with KB procedures for failed node reconnection, regardless of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified key symptoms (child nodes blinking red/white, inability to join network), asked for SSID and password, checked LED behavior, and logically isolated the issue to configuration drift and failed pairing.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used http://192.168.1.1 to access router settings, applied 5-press method for node pairing, and leveraged reset procedures — all correct tools for the scenario.
T3 Partially Met No misinformation conf 88%
Agent instructed 20-second reset hold, but KBs (e.g., universal_factory_reset.md) state 10–20 seconds OR until LED flashes red and turns off — holding for a fixed 20 seconds risks missing the correct release cue; this is a minor deviation.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control throughout, set expectations, guided the process step-by-step, and did not abandon or lose direction despite customer confusion.
C2 Partially Met Confirmed understanding conf 86%
Agent used accessible language but failed to consistently confirm understanding (e.g., repeated 'what is the network name?' without verifying customer comprehension), leading to prolonged silences.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or disengage.
O2 Met Proactive follow-through conf 95%
Issue was fully resolved; no further steps were required, so next-step expectations were implicitly met.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ('thank you for patiently cooperating'), remained courteous, and acknowledged customer effort.
X2 Met Tone & rapport conf 92%
Agent adapted to customer’s pace, repeated instructions when needed, and maintained engagement despite technical complexity.
X3 Partially Met Overall experience conf 85%
Customer had to manually reset nodes, re-enter passwords, forget/rejoin networks, and relocate hardware — actions that could not be fully agent-side but indicate high customer effort.
Call Transcript128 turns · 139 lines
Speaker 1
This is links for technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links specialist. [silence] Hello. Hi, ma'am. Uh, hello. I can you hear me now? All right. Okay. All right. Okay, good. So, again, um, to add this to nodes back to the network is we are going to use this five press setup or five press method. And let me explain to you, ma'm, how this works. Um, to add this one is we need to press the reset button of the parent node five times within five seconds. So, like, press release, press release five times. [silence]
00:00
Speaker 2
Mami. Hello. Yeah, kind of lost. I lost ya. Yeah, I can hear you now. Okay, both child. Okay. Yeah, both channels are still blue.
00:00
Speaker 1
we uh we are going to do this on the parent node okay uh five press within five seconds. No ma'am. No ma'am. Press release, press release. Uh before we uh what's the uh what's the color on the light of the parent node? Because it might uh reset the parent node. It's still white.
01:00
Speaker 2
Okay. Okay. Okay. So I'm going to start now. Pressing now. 1, 2, 3, 4,5. Okay, release. 1, 2, 3, 4, 5, release. And okay, I wasn't sure. I thought you told me to hold the press and hold it for five seconds. Okay. Okay. Okay. Okay. I did that. it's white. Yes.
01:00
Speaker 1
So again, uh should be five press in five seconds. Okay, so like press release, press release, five times, within five seconds. Okay? Mhm. Okay. Did you do it, Ma'am? All right. So, um, is the uh, but no, the light, is it blinking? Okay. Let's wait for that one, Ma'am. It seems like it's responding. Okay? Okay. Let's wait for that.
02:00
Speaker 2
Okay. Yep. Oh, okay, hold on. Um, no, it's at, it's white right now. I've got one of the child ones, it's blinking white. And Okay, and so now the other one's also responding too.
02:00
Speaker 1
It's still blinking, the two child nodes. Okay. Alright, let's wait for the other one, which is still blinking white. Correct? Okay, so that means one node is already added back to the network.
03:00
Speaker 2
can school. Okay, one of the child nodes is solid white now.
04:00
Speaker 1
So both solid now sold white Okay, so just to test ma'am on your phone or any wireless device like your iPad, try to connect now wirelessly to your network, check if you can access the internet.
05:00
Speaker 2
okay the other one's solid correct right
05:00
Speaker 1
Okay, okay, what is the name of your network right now? [silence] Um, no, not the guest, ma'am. The other one. [silence] Do you have another one on top saying there, that doesn't say the guest? [silence] Um, do not connect to the guest, ma'am. Go through the connect to the main network. Like the one that doesn't say guest.
06:00
Speaker 2
Okay. It says unable to join network. So it's not allowing me to join that network. My phone. The name is says Uh Villup V-E-L-L-O-P, S-E-T-U-P one AA and it says guest. Yes, I've got Um. Right.
06:00
Speaker 1
Okay. It's not... [silence] What is the name of your network that you shut up before, ma'am?
07:00
Speaker 2
okay, it's, okay, I-- it's not at-- it's not in my network. I've all all I got is the the-- all I got is the AA. The one AA and it says guest but the other ones are not on here.
07:00
Speaker 1
And then right now it doesn't show linksys one or maybe vel like that up. Okay. Okay, how about click on link. Sis one ma'am. Okay. Okay. The security key, ma'am. That's your Wi-Fi password that you set up before. Can you type your password? Your network key. Oh yes, yes.
08:00
Speaker 2
It said link says one. Link says number one. It it says links, this number one. It says links, this number one, and then it says develop setup uh 1A guest. Okay. And I clicked connect and it says, checking network requirements. And it says, enter the network security key. Okay? Yeah, the network key that I used was the same on the back of the linksys number one, and I've tried that, and it won, it won,
08:00
Speaker 1
Can you try it again right now um let me verify mom. Did you use the password the one that's underneath the parent node? um, what is the network name or the wi-fi name at the bottom of the parent node when? But that's the um, velop underscore velop 1AA. Correct? Okay. Um when
09:00
Speaker 2
Okay. It says can't can't can't connect to this network. Yes. It says. It says the L. P setup 1 8. Yep. It said the L P set up 1 8. That's what it says on it on the bottom of the parent.
09:00
Speaker 1
00:00
10:00
Speaker 2
Correct. No. No, I have not.
10:00
Speaker 1
To connect. Did you use that network password from the parent or one of the child nodes, ma'am? The parent.
11:00
Speaker 2
Correct. Let me... The parents.
11:00
Speaker 1
is lost [silence] okay? When you lost internet connection, ma'am, earlier, did you like run the setup again on the parent node, [silence] or [silence] the parent node, just automatically [silence]
12:00
Speaker 2
Yep, I tried everything that I can remember of what other passwords that I would have used, but none of them is working, including the one that I basically used originally for these things, which is the password on the parent node.
12:00
Speaker 1
Likely Connect. And the name of your network before is that's the link. That's one, right? okay, ma'am on your phone right now, uh, kind of turned off the Wi-Fi. And then turn it back on.
13:00
Speaker 2
The parent node automatically connects. All the children's did not. Right. Okay. Okay. I show no other network except for my Verizon Wi-Fi box. Okay. There it is. Okay. Now I've got the Philippine setup one a guest.
13:00
Speaker 1
And it did not automatically connect. Um, can we check other wireless device, ma'am, like your iPad? Let's check in your iPad, if that iPad automatically connects to the, um, Linksys name or the Linksys one? [silence]
14:00
Speaker 2
I got Linksys 1, Linksys 2, Linksys 3. So I got that. No. Okay.
14:00
Speaker 1
Okay, it's sold, it is not reconnect.
15:00
Speaker 2
okay. that one is sending. okay. it's. Well, sharing the password. going to the internet. [silence] Okay. Wi-Fi. sir. [silence] Um, that one is sending. Okay, it's told me that '
16:00
Speaker 1
Mhm. But your iPad ma'am, is your iPad shows connected to the network? Okay. It's still unable to connect your iPad. Mhm.
17:00
Speaker 2
No, not yet. [silence] How's everything going with you guys? [silence] Oh, if you don't like it. [silence] This next work is operating on Wi-Fi channels and used by several other nearby networks. Restoring your wireless router may allow it to automatically choose the best channels to use. And they resolved this problem. Okay? No.
17:00
Speaker 1
Isaac, um, is that the one that's underneath the parent node? Is it the same? [silence]
18:00
Speaker 2
and the password that I have on there which is uh, which is a link six number one is 04 I as in igloo T as in Tom, number one, U as in unicorn, D as in dog, B as in boy, Z as in zebra and three. And it says it's unable to connect. Yes. Yes.
18:00
Speaker 1
Um, when the um internet was back earlier ma'am, all your wireless devices did not reconnect to the network even though the Parrot node has a white color light. Okay, ma'am, can we turn off your um, Linksys uh, Parrot node? The Parrot node, can we turn it off? Can we unplug the um, power cord? Um, I know, you can just unplug the um, power cord ma'am.
19:00
Speaker 2
[silence] Correct. Correct. OK. So how's this, the ETSY thing going, but how do you want me to do this? Sure, sure. Do you want me to just unplug the power cord or do you want me to turn the system off and then unplug it? OK. It's unplugged.
19:00
Speaker 1
then let's wait for like 30 seconds then we'll plug it back in okay all right ma'am can we try turning it back on now again that will take like a minute or two to to fully boot up.
20:00
Speaker 2
Yeah, my [pause] Samsung TV even lets me know that the network cable's been disconnected. Sure. Okay, [pause]. Plugged back in. Okay. Yeah, the children nos are [pause] now blinking red. [silence]
20:00
Speaker 1
The parent node [silence]
22:00
Speaker 2
Okay, now the parent node is solid red. There we go. The parent node, the parent node. Thank you. Up there. Yes, Cindy.
22:00
Speaker 1
We unable, even though if you turn off, turn on the Wi-Fi on your iPad, it won't allow you to like, automatically reconnect. [silence] So, Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
23:00
Speaker 2
Okay, unable to join network Linneus one. Okay, turn it off and question there. Nope, it still won't join.
23:00
Speaker 1
[silence]
24:00
Speaker 2
No, it won't join. [silence] The the mother none. No. It's turned white. [silence] And the two kids are yeah, and the two kids are blinking red. [silence] Yes.
24:00
Speaker 1
Yes, can you click on forget this network? And then after you forget the network, quickly tap the name again, then try to reconnect. I don't know. Um, tap on the Linksys one. It's not showing up. Linksys one. Even though you turned off, turned off
25:00
Speaker 2
yeah it gives me uh forget this network OK. yeah yes OK it's trying to connect to the VDP setup guest it's not showing up not
25:00
Speaker 1
on your network, it doesn't show up. I like the Wi-Fi on your phone. No. Okay. The same Lindsay's one. Try to connect again back to Lindsay's one. Click on the name then click on connect or join. Then it asks for the password.
26:00
Speaker 2
Correct?. Correct. Okay. Hold on. Just a minute. Let me try something here. Okay. Now it came back up. Yeah. It says at least this one now. Okay. Do a network.
26:00
Speaker 1
ma'am the word link uh the name of the network again is capital L I N uh just Capital L then lowercase L I N K S Y S and then is it the number one is it the number one or the also aster is number one that's the name correct and the other one is uh the other one is aster is number two and aster is number three [silence]
27:00
Speaker 2
a
27:00
Speaker 1
ma'am after this if both laptops and I'm sorry not laptop but both iPad and iPhone will not allow us to reconnect back to the network okay so we there's a possibility that we need to do a reset on your uh parent node okay then after the reset we are going to reconfigure it right now the iPad is still trying to connect
28:00
Speaker 2
Okay. I Okay. Yes.
28:00
Speaker 1
is so trying. it's one, connect.
29:00
Speaker 2
Yeah, yeah, it still won't connect. [silence]
29:00
Speaker 1
I'd back to the network okay? so we'll do a reset on your parent node so this time um okay let's go to the parent node and then press and hold the reset button of the parent node for 20 seconds. so at this time it's press and hold for 20 seconds okay? yes, we'll wait until it turns solid blue okay? and then once the light turns solid blue um after like a
30:00
Speaker 2
[ silence ]4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 22, 23,
30:00
Speaker 1
minute or two that means it's really fully booked up well then do the same thing that we did earlier the five press but that's after the light turns blue okay like solid blue
31:00
Speaker 2
Oh, OK. But I kind of um with Cam. Are you guys in the trailer right now? Well, yes, today talk. Anybody is kind of alone like past them or there. All right, I'm starting
31:00
Speaker 1
All right. Is it solid blue now? It's still blinking. Okay. [silence]
32:00
Speaker 2
[silence] Nope. Yep. Still blinking.
32:00
Speaker 1
Okay. I'm solid blue right now. Again, ma'am, let's do a five press set up. So press the reset button on the parent node. Ma'am, again, same thing. Five times within five seconds. Again, the press release, press release five times within five seconds. [silence] It did not respond, ma'am, to the five press.
33:00
Speaker 2
Yep. Okay. Okay, I did that. And it's solid blue. Yeah,
33:00
Speaker 1
Okay. [silence] Okay. It's trying to um set it up now.
34:00
Speaker 2
Zaza five presses, and it's a solid blue. Okay. One, two, three, four, five. Okay. Resetting. Now it's blinking white. Okay. Zaza one press, second, three, press, four, and five. Okay, resetting.
34:00
Speaker 1
While trying to set up the per. node, ma'am, on your iPad, can you turn off the, turn off the Wi-Fi on your iPad? After you, uh-huh, turn off, can you turn it back on? Okay. Now does it show now the, um, the Belov setup? Not the Guess Network, but Okay. Yeah, alright, that's good. Can I tap on the, oh, by the way, let me just check. Is it solid white now?
35:00
Speaker 2
Okay. My Wi-Fi turned off. Hey. Yeah, yes, it said Wilpex set up 1AA this time. It didn't say guest on the back, but no, it's
35:00
Speaker 1
okay let's just wait for that uh... okay good try to connect now to the network to develop set up then this time ma'am the password is the one that's underneath the parent node
36:00
Speaker 2
Still blinking white. [silence] Okay, now it's solid white. [silence] Right. [silence] Okay? Yeah. I have zero, 45, what's the weeks eventually three. Yeah.
36:00
Speaker 1
is connected? Okay. All right. Do you still want to use that? Or you want to change the name right back to Linksys 1? Okay. Let's try this one ma'am. Um, go ahead. Um, Hmm. Um, yes, we can. Um, So, Dan will actually be the main network. Because actually, ma'am, the main network will be really from the peer node, okay? The child node will just, like, adapt, whatever settings set up on the parent node, they will just receive it. They will just, like, depend on the main one.
37:00
Speaker 2
Okay, that's setup. Yeah, the pair and is connected, but now I need to get the children connected. Actually, I was going to say, I'll just go ahead and leave it to the Phillips setup 1AA because then I know which one's the parent. You know what I'm saying? Or, or, or I can, yeah, or I can change the name. I don't know if it's going to allow me to change the name on it.
37:00
Speaker 1
dependent on the settings on the parent node okay so we can actually um try to um uh set uh set it back to its um old settings that you have so on your ipad mam that shows connected already carefully open a browser mm-hmm alright all right and then on the browser let us go to let us go to this IP address which is 10.0.0.0 period 156 tmp uhhu gotcha yep
38:00
Speaker 2
Okay. Hold on one moment. Okay. Okay. So open up a browser. Okay. So I'll go Microsoft Edge. Okay.
38:00
Speaker 1
On the address bar, erase everything, then type this numbers. Okay? That is 192.168.1.1. Yeah, what happened? uh it's not okay click on advance. Yes, and then proceed or continue. Mhm. Is it asking for router password or axis router? Okay, type the password, ma'am. That's the password underneath the. [silence]
39:00
Speaker 2
Okay.
39:00
Speaker 1
Data the bottom of the ladder no type in how. Yes. QTB Buster.
40:00
Speaker 2
You want, you wanted me to enter that password then, okay. So, zero four eight seven two U. one D. E. E. three. Okay. Next. Okay. Personalize your Wi-Fi name and password, okay. Um, the Wi-Fi name. Okay. And then, um, in the Wi-Fi password, I'm going to use the same one. Zero one U. one D. E. three. That's the only one I can actually remember.
40:00
Speaker 1
okay see- can mac audio just enhancing the home stretch using voice email software that promises to solve the hassle of dialing or hunting for phone numbers
41:00
Speaker 2
guest network. No, I don't want guest network. Next. Night mode. And off, next, save, changes. Okay. It's been saved. Okay, it says you got setup one AA is ready. Okay. Now to configure advanced setting, visit www.myrouter.info on a desktop computer. Okay. It says your connection isn't private. Okay.
41:00
Speaker 1
all right what's on the screen now? Okay by the way, um the Wi-Fi right now. Does it connected to, um linkSys one or that's still connected? But how about the iPad? Is it still shows connected? Okay. But how about the child nodes right now, they're still in red?
42:00
Speaker 2
Uh, nothing yet. It's still thinking. Um, The, yes, that's still connected uh lickest two and three, which is the kids are not connected yet. Yeah, it shows it's connected but going, getting into my router info it's still thinking. Yes, they're still blinking red.
42:00
Speaker 1
all right how about this one ma'am on the address bar uh... instead of myrouter.info try to change it back to 192.168.1.1 Yes. Top the password again. Yes, this is not the Wi-Fi password, ma'am. This is a diff, uh, this is the router password, uh, where we use this password only if we are going to check the settings of your router, not connecting wirelessly, okay?
43:00
Speaker 2
okay, access router. Since you've updated your password requirements to be more secure create a new one. Okay, so I got to create a new password. Okay.
44:00
Speaker 1
Okay, uh, kindly scroll down, ma'am. Then, at the very bottom, you can see there, CA setup. Or, sorry, just see the word CA.
45:00
Speaker 2
Okay.
45:00
Speaker 1
Does it show anything? All right. Can you click on um? Okay, go ahead. Um, okay. Can you scroll up, ma'am? Scroll up, that will be at the bottom. Yes, click on CA. And then after that, um, you go to Wi-Fi settings on the left side. On the left side. And then under Wi-Fi settings, you have there under. 2.4, what's the name?
46:00
Speaker 2
The only thing I have Is-I have this network status, linksys home networking, Wi-Fi settings, guest access, parental controls, priority, and device list okay. All the way at the bottom Oh, C-A: you said CA Okay I clicked on CA Okay. All right. It says Phillips setup AA. Okay
46:00
Speaker 1
And then how about the five? And six. Same thing? Did you change it earlier, ma'am? Or you did not change it? [silence] But when you go to the Wi-Fi of your... When you go to the Wi-Fi of your... iPad, the only thing that you could find it there is just the... What do you call this? Just the... develop setup, right? No Wi-Fi... New. No...
47:00
Speaker 2
It says the same thing. It says the same thing. Mm-hmm. Um, I changed the Wi-Fi names on the other two. Well, actually, the first one, I had it as "Linksys One." And then I changed the other two as "Linksystem No. Two" and "Linksys No. 3."
47:00
Speaker 1
Linksys one, no Linksys two, no Linksys three, right? Okay. This time, ma'am, on that page, can you change the name again to Linksys on 2.4? I think that's Linksys one, right? Uh-huh. [silence] Yes. Hm. And then check the password, then check the password. Is it the same? Um, Linksys, um, that's Linksys asterisk one, right? Is that, uh, same name that you have it?
48:00
Speaker 2
Correct. Yeah, the parent is Linksys one. Uh-huh. So, would that be the first one? Okay, so I'll change that name to Linksys one. Linksys. One, okay. Yeah, the password's the same. Yep. That's Linksys number one, correct.
48:00
Speaker 1
four, before we do the reset. Okay. All right, and then on the five, you can change it as well. They are all the same password, right? Okay. Okay, click on Apply. Then it will prompt you if, okay, applied. And if you want a prompt for confirmation, let's click on okay.
49:00
Speaker 2
Yes. Yes. Okay. Let's do I-N-K-S-Y-S number two. And then same with the third one. Now, I-N-K-S-Y-S number three. Okay. Yes, that one does, and that one does. Yep. Okay.
49:00
Speaker 1
Okay. Mhm. Uh huh. And then applying changes. The iPad will be disconnected from the network, so can we go back to the Wi-Fi setting, uh, click on the settings on your iPad, go to Wi-Fi, check if it's now detecting the new network name. Okay.
50:00
Speaker 2
take a screenshot of this first, because I want to make sure I'm going to – I want to save it so I don't screw anything up. I can always fall back to this, okay? Oops. [sighs] oh. Save. Okay. So click yes. Okay. applying change. your writer is applying change. Mm-hmm. Okay. Okay. Okay.
50:00
Speaker 1
Did you change all three, ma'am? Okay, okay, so you have there now one, two, three, right? Okay, since it's reconnected to link, let's go back to the setup.
51:00
Speaker 2
[silence]
51:00
Speaker 1
page of the router let's go back to the browser and then um you have 2.4, 5 gigahertz and 6, right? Did you change it says yes, well? okay all right. So and then check on the channel now ma'am does it um changing the the what we call that, the light in it? It's still blinking red. Okay. So um it seems like it did not um adapt the settings that we set up on this router ma'am.
52:00
Speaker 2
Yeah. What do you mean, change six? I made it as link six, three. No, they're still blinking red.
52:00
Speaker 1
So, um, we might need to, um, do a reset as well, again, to that, to that child nodes. All right? Okay, so can we do a reset on that again? Again, just, uh, do it one by one. So, um, same thing, trying to press and hold, yes, 20 seconds. Mhm.
53:00
Speaker 2
Okay. Sure. Press and hold. Okay. Okay. That was solid blue. manding blue. The other one's blinking blue. Okay.
53:00
Speaker 1
Okay, is it solid now? Okay, good. On your, on your iPad right now, ma'am, on the Linksys page. [silence] you still have that Wi. Fi settings, right? Okay, can you click on "okay". And then you are now back to the main page, right? Kindly click on "connectivity". Up. After you click on "connectivity", um, you have there on the far right, there is an option, CA router set up. Okay, click on "CA router set up". And then kind click on "add wireless child node". Okay, um. Once you click on add wireless child node, ma'am, check the child node if it's still, if it's responding. Okay. Is it responding right now? Okay, hello. Hello. It's blinking. Okay, let's just wait. How about the other one? it responding? Okay. All right. Let's wait. Okay.
55:00
Speaker 2
hold on just a minute it's still blinking yeah it's still blinking blue okay that's white one of them turned white I'm I'm waiting for it it's still blinking blue
57:00
Speaker 1
Right. So they're all blink on white color, but it's still blinking, right? Okay. It's still trying to be added on to the network. So in this, after this one, ma'am, um, your wireless devices will just, um, connect to it's either wavelet or lengths of.
58:00
Speaker 2
Well, if you saw me blink ink in weight And then correct.
58:00
Speaker 1
Which ever is network is detected. Okay? Okay. Mm-hmm. Yeah It's trying to add and I told nose. For
59:00
Speaker 2
Okay. Is this still blinking white? Even the parent is blinking white, too.
59:00
Speaker 1
[silence]
60:00
Speaker 2
Okay. Yeah. that's still blinking [silence] Uh [silence] Uh huh.
60:00
Speaker 1
But the iPad's still connected, right? Okay. While waiting, ma'am, can we try to check if this iPad can like access the internet, you can try to go to YouTube, play videos, just to check. Okay. Okay. And the computer is still or the iPad, it's not online. Can we try it again? [silence] Okay. [silence] All right. Try to, um, how about your phone? Can you try your phone? If it is [silence]
61:00
Speaker 2
Now it's thinking. It's blinking. Okay, the, the other child stop blinking. It's, it's, it's online, but it's thinking. Okay, let's try something else. Let's try something else. Let's see. Okay, on You Tube. Yep. Yep.
62:00
Speaker 1
it can connect? Now and check if it's online? It's a TV? Double check it first ma'am, if it's connected to the network. [silence]
63:00
Speaker 2
Okey, let's see, right Kingdom. yep, I can get online on my phone. Okay, let's see. going to do my same phone. Yep. Okay. [silence]
63:00
Speaker 1
okay, good. So with your two child nodes, ma'am, you can now, um, relocate those nodes, okay? mm-hmm. So you have to put the, um, nodes first, like, the first, the nearer node to the farther node, okay? So that the first node will reconnect to the network, to the main node, and then the farther node will, uh, connect to the network. It's either it will reconnect to the node, the first node, or to the parent node, okay? So, like
64:00
Speaker 2
okay, we are connected. okay, I got my TV wireless internet connection. okay, I'm good.
64:00
Speaker 1
That's the way how you're going to relocate the nodes, okay? So, basically, what we did here... Mm-hmm, go ahead. Yes.
65:00
Speaker 2
okay so then oh I was going to say because I had to bring one note from one bedroom and two close to the first node which is the parent node so I can unplug it and place it back into a bedroom again okay alrighty okay now you're bleeding going into the bedroom. I don't know. fire. I hope so. I'm trying to. Oh, you got it working? Maybe. Okay. Okay. I moved the first child mode, which is linksys 2. It's blinking blue right now. I'm waiting for it to turn white.
65:00
Speaker 1
All right. It's still blinking blue. It's now blinking white. How far is this node right now from the parent node, ma'am?
67:00
Speaker 2
mm hmm.
67:00
Speaker 1
Okay. How about we're there? Yeah, it's trying right? Okay. How about the other? None. The other. Oh. Oh. Oh, Oh. Oh. Uh, uh, uh, uh. Hmm.
68:00
Speaker 2
I believe it's like about maybe, maybe less. Okay, that turned right. Yep. Okay. Yeah, the other note I got to plug and what? That's one. Let's go ahead and. Okay. Okay, I just plugged in the second note. Let's see what happens. Okay, it's blinking, blue. [silence] Okay, it's blinking, blue.
68:00
Speaker 1
Okay. I appreciate the flexibility. How do I know when the content is going to be posted? At the time. This is optional. This is required. Thank you. I mean the moment. All right. Still, um, blinking. OK. [silence] What about your aim?
71:00
Speaker 2
Yeah, it's still blinking. Mm-hmm. Mm-hmm. Mm-hmm.
72:00
Speaker 1
Is it white? All right, that's good. So that means... So that means right now Mel, we... successfully reconfigured. Let's turn it on. All right, and try to reconnect again back to the network if it shows not connected. [silence]
73:00
Speaker 2
Yay! It's live now I can, let's see if I turn on my streaming Network settings where I live [silence] Done. [silence] Yay, I'm connected.
73:00
Speaker 1
That's great. So, basically, what we did here, ma'am, we completely reconfigure your uh, uh, um, a Linksys node, like the parent node and the u child node. So, if in any case you will be adding a new um wireless device to connect to the network, you can just select, which network to connect to. It's either Linksys one, two, or three, and then use the, um, the password that you have. So, you just use the one that's at the bottom of the parent node, right? Oh, okay. So that's it. So, is there anything else, ma'am? Mm-hmm. Mm-hmm. Okay. Yes, just in case you forget it, you can easily check the password. Right? Mm-hmm. So, is there anything else, ma'am? Um, uh, okay. Okay. Well, all right. And thank you also, ma'am for uh like patiently cooperating. [silence]
75:00
Speaker 2
[silence] Okay. Right. Because I memorized that one right off the bat. So I mean Right. Yes. Okay. Thank you. No, thank you. You saved me a lot of headaches and a lot of frustrations.
75:00
Speaker 1
The child is shedding. Okay. And if you want to know more about Lenexx products, you can always visit our website support.lenexx.com. And if you need technical assistance, you can just give us a call. Okay? Okay. All right, thank you ma'am. Okay. You're welcome. Yes ma'am. So thank you for calling Lenexx. This is Carla. Bye for now. Goodbye.
76:00
Speaker 2
uh-huh. bye-bye. bye-bye.
76:00