V2 Rubric Detail — 2ca40d0a-751e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 07:26
Duration
49m 23s
Contact
Penny Daniels
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135458
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SLOW SPEED + POOR RANGE
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
Escalation1.00/5
Customer Exp1.79/5
Overall36.2% (-19.8)

V2 Grader Summary

The agent failed to resolve the slow internet issue and omitted critical diagnostic steps such as testing the modem directly. Technical accuracy was Not Met due to signal-strength guidance contradicting the KB. No resolution was achieved, and the agent did not escalate despite ongoing issues, leaving the customer to call back.

V1 Case Analysis

Customer experiencing slow Wi-Fi on Velop mesh; WAN speed is good, one node shows -80 dBm signal. Advised channel scan, node relocation, and sequence reboot. Ticket 135458 created; customer to call back for further troubleshooting.

Troubleshooting Steps
  • Ran speed test on the main router to verify ISP bandwidth.
  • Ran speed tests on iPhone and MacBook to compare device performance.
  • Checked individual node signal strengths in the app.
Key Observations
  • Agent correctly identified a weak node signal (-80 dBm) as the root cause of performance issues, aligning with KB guidance in velop_wifi_connectivity.md and led_intelligent_mesh_consumer.md.
  • Agent provided technically accurate recommendations: Channel Finder to optimize WiFi channels, node relocation to improve signal, and sequence reboot to re-establish mesh links.
  • Agent failed to confirm WAN status or perform a basic power cycle before deeper troubleshooting, missing a fundamental isolation step per universal_isp_modem_diagnostics.md.
  • Excessive time spent gathering non-essential personal information (name, PIN, email) before troubleshooting, violating efficiency and protocol norms.
  • Customer declined internet interruption, preventing resolution, but agent set a clear next step via callback ticket.
Positive Highlights
  • Correctly captured the device serial number (01:00–02:00).
  • Accurately diagnosed a weak node signal (-80 dBm) as a likely cause of poor performance, consistent with KB guidance in led_intelligent_mesh_consumer.md (Path A — Weak Signal).
  • Provided technically correct recommendations: Channel Finder, node relocation, and sequence reboot, all supported by velop_wifi_connectivity.md and universal_mesh_full_rebuild.md.
  • Created a ticket (#135458) and gave the customer a clear next-step (callback) for further assistance, ensuring operational continuity.
Agent Errors / Gaps
  • Failed to verify the router’s WAN status or perform a power cycle on modem and router before deeper troubleshooting, missing a basic isolation step per universal_isp_modem_diagnostics.md.
  • Spent excessive time gathering personal information (name, PIN, email) before addressing the technical problem, which is not required for initial triage.
  • Did not provide a concise, step-by-step plan; instead jumped between channel scan, node relocation, and sequence reboot without confirming necessity or prioritizing steps.
  • Did not confirm whether the customer had already tried a reboot, as recommended in adjacent_smartphone_wifi.md and velop_wifi_connectivity.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states internet still slow/not working after call; no resolution achieved, agent deferred to callback.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed app-based speed test and channel finder but skipped key diagnostics: modem test, WAN status check, router reboot.
R3 Partially Met Correct resolution path conf 85%
Agent suggested sequence reboot and ticket creation but did not determine root cause (ISP/hardware/config) or match resolution path to product status/warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (slow internet) and collected serial number but did not logically isolate source (e.g., skipped modem test or WAN verification).
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used Linksys app for speed test and channel finder but failed to use router web UI or test connection directly at modem — tools required for accurate diagnosis.
T3 Not Met No misinformation conf 100%
Agent claimed 'good or average signal dbm is negative -51 to negative -70', contradicting KB which states -65 or better is strong, -66 to -74 okay, -75 or worse too weak.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent guided interaction but placed call on hold without clear transition and allowed fragmented flow; weak expectations management.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms (dBm, signal strength) without confirming understanding; did not adapt language despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on case and created ticket but closed interaction without resolving or committing to follow-up, requiring customer to call back.
O2 Partially Met Proactive follow-through conf 85%
Agent provided ticket number but gave no timeline or specific next steps; customer left without clear expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Case remained unresolved with persistent symptoms; agent did not escalate to higher tier despite lack of progress, violating escalation triggers (e.g., solid blue but no internet).
E2 Partially Met Escalation prep & handoff conf 85%
Agent created internal ticket and gave number but did not inform customer of escalation path, team, or expected resolution time.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized ('I do apologize') but used scripted empathy; did not specifically acknowledge customer’s frustration over internet interruptions or repeated effort.
X2 Partially Met Tone & rapport conf 85%
Agent maintained consistent tone but did not adjust pace or check comprehension; customer showed confusion about app prompts and signal meaning.
X3 Not Met Overall experience conf 90%
Customer repeated serial number, device details, and performed multiple manual speed tests; agent could have minimized effort via remote tools or clearer guidance.
Call Transcript82 turns · 88 lines
Speaker 1
Oh, hi there, I was just wondering if you could help me with my linksy nodes. Um, I got them set up about a month ago. Um, there's about three nodes, uh, four nodes and then the main router. Um, the internet's not working, so I was wondering if you'd be able to test it. Um, it was working fine. Um, we got them dotted around the house. Um, but it's actually really slow and none of the apps or anything on my laptop is loading. So I was wondering if you could assist with that, please. [silence] It's geegle clear. [silence]
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling Linksys. My name is Josh. How may I assist you today? Uh huh. Got this one, ma'am, and I do apologize for the inconvenience. And don't worry. Rest assured that I will do everything I can. So, by the way, may I know who's your internet service provider? Um GigaClear. And were the nodes provided by Beldem as well?
00:00
Speaker 1
Uh, no, so I got the notes, um, on Amazon, but they were working fine and I got them linked up. I did call you when I first, um, set them up and they were all working fine and they are all blue, which I know they're meant to be, so they're solid blue. Um, so it just seems a bit weird that they're not working 'cause none of them are red or purple or flashing or anything like that. Yeah, one set. let me just go. [silence] the number is [silence] five, five, [silence]
01:00
Speaker 2
uh-huh. Got this one, ma'am. And may I have the serial number of the main or parent node?
01:00
Speaker 1
Y two zero M one nine E zero zero six nine six. That's that. perfect thank you yeah so um my um none of the no no one's um phones are working in the house so yeah the the the
02:00
Speaker 2
Thank you so much for that one, ma'am. Let me verify again the serial number, okay? So it's 55YM-2091E-0696. Is that correct? [silence] you so much for confirming and you're most welcome. So you mentioned that currently the lights are showing solid blue, however, none of your devices when like a computer or phone are able to get online when they're connected to the network.
02:00
Speaker 1
Internet's really, really, either slow or not working at all. Um, and we're working from home. So, um, really the internet needs to be, you know, as fast as possible. Um, but it's not, it's not even loading some apps. And then when I go on other apps, it's just so slow. It's like taking, you know, five minutes just to load it. Yeah, I've got the app up here. Yeah. Speed chat, yep. Yes.
03:00
Speaker 2
uh huh I see. Got this one. Are you already logged in at Lance's app? That's great to know. So, on the app, like on the dashboard, tap the menu icon. And on the menu icon, tap on speed test or speed check. On that screen, is there an option that says router to internet? And please tap that one, ma'am, and then please perform a speed test.
03:00
Speaker 1
Yep. Testing download speed. Download speed measures how quickly internet content is transferred to your home network. I am by the main router though, so would that be accurate reading? If I'm by the main router, it would probably be a better speed reading, wouldn't it? Because we're actually I since we're not working by the router, there's no there's no um desks by the router, so we're actually a bit further in in the house towards the kitchen, but I do have a node In the kitchen as well. So, it's saying 927. That's got a blue arrow pointing downwards. And then it says 926. and it's got a pink arrow pointing up. Download says 927 and upload says 926. Yeah. Yeah.
04:00
Speaker 2
All right so just to confirm the download speed is 900 97 mbps and same goes for the upload speed that correct 97 so 927 for the download speed is that correct ma'am okay that's great so uh the reason for this one uh this kind of speed test or speed check is we are testing uh the router like the main router is getting the exact or actual internet speed coming from your modem which is the source [silence]
05:00
Speaker 1
Yeah. I haven't tested that, so I'll just go and get my laptop and see if it's different. One sec. I'll be right back.
06:00
Speaker 2
[KEEP_UNCERTAIN] so up and checking regarding with the speed results it Seems like the main node is getting the stable or fast internet speed coming from your modem. So just to verify when your devices like clients or wireless devices are near or next to the main node, Are they still getting the same like buffering or slow internet speed or only when they are like located near the child nodes? Yes Yeah Yes please So, no worries. [upbeat music].
06:00
Speaker 1
Right, so I'll just go on the internet now. Yeah. yeah. Okay. Speed test. that's hang not connect angle and then let me get back on. Right, um. I don't know. So I just press go on that.
07:00
Speaker 2
So on your laptop for now can you turn off and on the Wi-Fi? Or its Wi-Fi feature. And then once it is reconnected to the network, open a browser and do a speed test using fast.com or speedtest.net. [silence] Uh-huh. And what about the app load speed, man? I see. All right, thank you so much for that one.
07:00
Speaker 1
[silence] Apple Mac. MacBook Air [silence] Okay, let me just go find another device. [silence] Okay, thanks. [silence] [silence]
09:00
Speaker 2
Uh so man know the brand or operating system of this laptop ma'am, like is it an mac or apple mp. Uh Thanks so much for that. can we try a different device like move the like your phone or like iPad if you have one? like move them closer to the parents node. again make sure to disconnect and reconnect to the network and then do a speed test. Yes. So let's test like two to three device so that we can proper isolate the issue. Thank you, most welcome.
09:00
Speaker 1
oh hi sorry I'm just trying to get another device one sec I need to log in okay yeah let's see that as well yeah
10:00
Speaker 2
Uh hello ma'am Hi ma'am info. Uh no uh sorry no need to do that. Uh no worries ma'am. uh no worries. Actually ma'am we can also try to do a speed test on your phone and again for the uh uh ma
10:00
Speaker 1
Let me do that. Speed. Yeah. Um, so it's an iPhone 14, I believe. Okay. Great, I'm in the exact same position as well, so let's have a look at this then. Can you test on that? Continue on the web. Okay. Okay, it's just calculating now.
11:00
Speaker 2
And before that, I may know the brand or model of your phone. All right. Thank you so much for that one. So on your phone, just do or open a browser again and do a speed test using speedtest.net. And let's see the difference between your MacBook and this phone of yours.
11:00
Speaker 1
download is 264.96 um is not doing the upload speed not giving me the option for that how's that how's that um oh okay fine yeah okay perfect okay I'll go on the emix yeah now um
12:00
Speaker 2
{I see. Uh, actually that's normal, ma'am, since uh, you're using, you're using your phone to do a speed test. All right. Uh, regarding with this one, uh, can you go back to the uh, all links to that, because we will try to optimize the system.}
12:00
Speaker 1
Okay, I'm on the app. Right network administration, yep. This is Jasper was bred to monitor and answer questions
13:00
Speaker 2
That's great. So again, ma'am, on the app, go to the menu icon and then tap on the network administration tab. Uh-huh. And then tap on nodes. Uh huh. For now, kindly tap on the first child node. Uh net the router memo out the uh node. So the first uh node, the one that is connected to the router. Yes, please. Uh huh. And thank you so much. And can you tell me the signal strength of the
13:00
Speaker 1
yeah, so that's zero uh minus 62 dB M the next one. Yeah. And the next one is minus 82 dB M. and then the last one is minus 53 dB M. Thank you. Yeah. Okay. Right? Uh Wi-Fi settings. Yeah. Yeah. Yeah.
14:00
Speaker 2
that first child node. Thank you so much for that one. Yeah, you may now close that node. And then, uh-huh. Yeah, that that's correct. Mhm. Mhm. All right, thank you so much for that one, ma'am. So, you may now close the network administration tab and then tap on the Wi-Fi settings. Mhm. Or Wi-Fi settings tab. That's great. So, under Wi-Fi settings, tap on advanced Wi-Fi settings. And can you see Channel finder there? That's great. So, kindly tap that one and then press on.
14:00
Speaker 1
Yeah. Yeah. Okay, no, no. It's pnneyDaniels. PeePepPER. EEeeeeeeeeeecho. AndAndN. NNNNNNNNNN. Oh, oh it's recommended that we allow, oh sorry, something's come up now. It's recommended to allow local network access. This is only use to talk to your router and will allow you to change internet settings and log in with your router password. We won't connect to any other devices. Okay, go to settings or I'll do, I'll do this later. Should I click that?
15:00
Speaker 2
Scan channel. All right, so this process or that process will take like four to six minutes, man, since the app will try to find a better or suitable channel for the system, okay? So, for now, let's wait for... And yeah, while waiting for the app to find the best channel for your system, may I have your first and last name? [silence] I'm sorry, ma'am, how do you spell your first and last name? [silence]
15:00
Speaker 1
Oh, has the internet been turned off? You didn't say that the internet would be turned off. Yes, yes, sorry I didn't you didn't let me know if it was gonna be turned off or not. So is it turned off? Is that okay? Are you not? Okay. That's fine as long as it's yeah, one to two minutes. That's fine. Sorry I didn't you didn't let me know if that was gonna happen or not. As I've already said. [silence]
16:00
Speaker 2
oh yeah just to confirm you are currently logged in using your email and password correct or uh sorry someone will currently someone is using the internet correct huh yes ma'am we apologize but during this process the internet will be interrupted for like one to two minutes however rest assured that it will just restore right away so sorry yeah I do apologize for it I do apologize for that one so currently someone is still using yeah yeah it does yeah
16:00
Speaker 1
No worries. No worries. Um, should I just click, I'll do this later on this because now it's like changed screens from what we were just doing. Oh no, no, I mean, sorry, I mean the, the screen that just came up that I just described you, is it's recommend to allow local network. What should I say to this? Go to settings or I'll do this later. Okay, fine. Okay, back to the scanning channels now. So.
17:00
Speaker 2
It was my bad, man. So, sorry for that one. Yeah. So do you have like a preferred callback time for me to like call you for us to further isolate and segregate the channels? Uh huh. A new steps. Yeah. Click like do this later, ma'am. Yeah. Mm-hmm. Yeah. For so for this one, ma'am, hopefully after this issue or like when the issue or the app will like, um, improve it. We will do another speed test to check if there's an improvement, okay? Okay. Regarding with the feedback regarding the app, yes, we should.
17:00
Speaker 1
Okay. Yeah. Okay, no we won't be doing that. Is this the only time that we're going to turn the internet off? Just to what, yeah, okay, so it's not going to be turned off again after we scan these channels. Okay, thank you.
18:00
Speaker 2
uh speed like for each device, the reason why they are like getting not the same uh wireless speed uhu reason for that one is each device has their own wireless adapter. So sometimes ma'am like your phone got better uh internet speed than the other device. So it will still depend on the wireless adapter of each device, okay? So, and also when we do a speed test, make sure that uh none of your devices like are streaming like watching YouTube or watching Netflix, so that we can properly isolate if we are getting the . Yes, ma'am. So this is the that's correct. So, however, ma'am, if the .
18:00
Speaker 1
Yeah. Yeah, that's absolutely fine as long as the Internet doesn't go off again. But if if it does, then I'll probably have to do this uh tomorrow. But so if you can confirm that the Internet's not gonna be turned off again and you can do it all um remotely without it doing that, then yeah, I'm happy to go ahead with that if if this doesn't work. But yeah, we do need the Internet on for the rest of the day. It's nearly at the end. It's nearly at the end. It's just yeah, the blue's nearly filled up.
19:00
Speaker 2
She persists like even though like we already use the channel finder and we're still getting the same like slow internet speed on your devices that's the time that we might go through to the advanced troubleshooting and by doing that we might need to access the web user interface of the system and then try to move around the child node to make sure that it will be getting the stable wireless signal.
19:00
Speaker 1
Oh, okay. Okay. Okay, well, yeah, no, so don't, don't worry about doing that today. Let's see what the situation is. It's nearly at the end now. Um, but yeah, don't, don't, yeah, just please don't turn the internet off for the rest of the day and then I'll call back tomorrow and sort it. Thanks.
20:00
Speaker 2
That's great to know. So yeah, for this one, if the, again. If the should persist, then, and we will do for, and we are going to perform advanced troubleshooting, you can actually call us back, ma'am. So that if you're if currently, you don't want the Internet to be interrupted because on the advanced troubleshooting, we are going to perform a six, sorry, sequence reboot. And that means that we need to turn on. Sorry, turn off the main node, and then turn off the other child nodes and then turn them on one by one so that we can check and we can isolate if they will be they will be connected like. So, Yes, ma'am. I understand. ma'am. though. [silence]
20:00
Speaker 1
Daniels, D-A-N-I-E-L-S. Er, so it should be PA. Daniels at hotmail.co.uk or Penny at the search.com. Thank you. Yeah. Yeah. Is the internet back on now? Do we know? Let me just check. Yeah, okay. Fine. Yeah, yeah, the internet's back on now. Okay, so that, that scanning channel is.
21:00
Speaker 2
so in order for me to you're most welcome, so in order again to finish creating a ticket here. May I have again your PIN, ma'am, and may you spell that out for me? Thank you so much for that. One and what about your email address? All right. Thank you so much for that. But. So again, just to confirm, you're most welcome. So just to verify, the main nodes were provided by Giclere, however, the child nodes were purchased from Amazon, is that correct? All right. Thank you so much for confirming. Yes, please. That's great to know. So, on your like, let's do a speed test first on your phone. So, on your phone, first kindly go to its Wi-Fi or Wi-Fi settings and then. Just no worries, ma'am. [silence] Yeah, go to the Wi-Fi section. Yeah, check on the Wi-Fi because I don't want you to check the mobile network. So if you can, just go to the Wi-Fi section. [silence] Contact. Okay, good. Now you just go to [silence] Okay. [silence] Since you're on the Wi-Fi settings. Yeah, just scroll down. What you just saw, what you just heard, once you're there, tap on this. And then, okay, ma'am, yeah, just tap on this. [silence] Just tap there. [silence] Yep. Tap, ignore the network name, tap the little look glass icon. Yep.
21:00
Speaker 1
Sorry, I'm back, yeah. Um, yeah, so what's the next steps? No, no, it's not working properly. It's still really, really slow. It's not working how it should be. Cool. Yeah, right, let me just do that. Okay, this is good. So I'm just going to turn it back on. Safari speed test.
23:00
Speaker 2
Hello ma'am no. for the actual its built an all haha work. No worry just to confirm your internet connection has been restored right? Okay so everything is working properly now again like there's still slow. So let's do a speed test again on your phone okay. So again on your phone kindly turn off and on the Wi-Fi just and then yeah do another speed test. Uh huh.
23:00
Speaker 1
Okay. Testing the speed now. So, it's 289.43. That's for the iPhone, yeah. Should I try the laptop now? I don't remember what the iPhone was before, but. Alright, let's have a look. Turn that off.
24:00
Speaker 2
Alright, thank you so much for your time, ma' ma'am. That's for the phone, correct, ma'am. I see. Yes, please. Mm-hmm.
24:00
Speaker 1
sorry it's just taking a while to load. No I haven't no.
25:00
Speaker 2
No worries. By the way, ma'am, prior to calling us, did you reboot or restart the main node? [silence]
25:00
Speaker 1
it's not working. I'm not having to actually. yeah yeah yeah yeah yeah yeah yeah yeah yeah. okay. [ silence ] it's not, uh not even picking up now. yeah. Jackie, you turn on the electric, uh. any problem, like, true. okay, perfect. okay, so let me try and how do I get like. how do I get rid of this? not even picking up now. crazy. it it's showing it's just not connecting so, shall I delete it if you get this network? systems.
26:00
Speaker 2
uh can you try to disconnect and reconnect the uh laptop from the network instead ma'am? Let's see if that works. Uh thank you. uh you mean the network's not showing under the uh Wi-Fi? Yeah, you may try to delete and then reconnect your laptop to the network.
27:00
Speaker 1
Okay. Okay, it's come up and I need to put the password on. Okay. Okay, so yeah, um, all right, it's showing it's connected now.
28:00
Speaker 2
Okay. Okay. That's great. So, yeah, you may now do speed tests. [silence]
28:00
Speaker 1
So it's come up back as download speed 776.08. Just calculating the upload speed. Yeah, that's correct. [ silence ]
29:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] That's great. So just to verify your MacBook Air is able to get [silence] 774 MPs. on the downloading speeds, that correct? [silence]
29:00
Speaker 1
Yeah. Yeah. uh okay should i should i do that again and turn it off then? yeah, okay. uh okay.
30:00
Speaker 2
Okay, great. So, that means that there's a big difference now from the first, so, Yes, ma'am, that's correct. It was 340 before. and that just to verify when we did a speed test on your iPhone 14, did you like turn off and on the Wi-Fi or delete and reconnect to the network? because it could be possible, ma'am, that when we do the speed test, the iPhone 14 was still connected from the other one of the child nodes and that could be the reason why it was uh-huh only getting the 200. Yes, ma'am. Let's try that one, like delete and reconnect to the network. [silence]
30:00
Speaker 1
Right. Okay. So I'll turn it back on. Go onto Wi-Fi. Speedtest. Start. Okay. downloading. So calculating. downloading seven to one point eight eight.
31:00
Speaker 2
[silence] [silence] [silence] That's great to know ma'am. So [silence] [silence] we're certain that your wireless devices are now getting a stable.
31:00
Speaker 1
yeah yeah I do realize that when I last spoke to him but I did place them all in you know the places
32:00
Speaker 2
and Fast Count internet speed coming from your system. However, I'm gonna set your expectation that if like if you will see the difference or if you will observe. Like it is normal that for example, if your phone is connected to the child node, it is normal that it it will not be getting the same exact speed as we are getting right now since again, that child node is configured or connected as or less. So however, I it should be able to get and like 300 or 400 plus. So depending on how far are the child nodes from each other, okay, because again, uh for wireless connection and the signal will be the data rates and goes for the internet speed depending on the distance between the parent or for each child node.
32:00
Speaker 1
they were working well in and they haven't moved. So it's a bit weird how it's not now working. Um, but I've just gone on the app and one of them is so low. One of the links is the first one. I'm not sure which room that is, but, um, it's actually got one bar and then the other one's got three and the other one's got full. So, um, let me just ask and see if it's in the other room if it's I'll go on the app, Network administration and then
33:00
Speaker 2
[ silence ] [ silence ] Now, did you go back to the [ silence ] Network Administration tab and did you check if they're still getting poor signal strength of one of the phone child. [ silence ] Can you check have me.
33:00
Speaker 1
What do I click after that? Sorry? Click the nodes, yeah. Yeah, that's, yeah, that's where I was. So one of them got one, one bar, it shows a dot, and then the other one's got, yeah. Yeah. So it's minus 80 DBM. The what, sorry? The firmware version, yeah. So that's one point 0, point one three, point two one zero, 200. Thank you. [silence]
34:00
Speaker 2
Yeah, uh kindly on the network admin, yeah, collect the nodes and then uh-huh. Ah, ah can you uh-huh, I'm sorry, can you uh tap or press the one that says, only has one uh signal. Minus 18. and may have the former version for that one. Thank you so much for that one. So you're most welcome. Yeah, for this one uh there's no doubt that this
34:00
Speaker 1
Okay. Yeah.
35:00
Speaker 2
Child nodes is getting a poor signal strength since it has a negative -80 dbm. I'm gonna set your expectation that the good or average signal dbm is negative -51 to negative -70. So if the signal of a child node will goes up to negative -71 and up, that means that the node will be really getting a poor signal strength? So for this one, regarding with the internet speed, ma'am, we have fixed that one. However, we have new issue, which is some of your child nodes are getting poor signal strength. And the reason for this one, it could be possible that we are connected to the farthest node instead of the nearest one. So one of the solution for this is we really need to do a search on what nodes is your child nodes connected to, so better yet you can track the GPS coordinates, go to those areas, and see what is the current signal strength of that child node. [silence]
35:00
Speaker 1
[silence]
36:00
Speaker 2
sequence reboot yeah don't worry since you mentioned that they are working fine before so and you did not move them we can do uh six uh yeah so again we can do a sequence reboot for this one however for that troubleshooting there really need to be turned off ma'am and then so the sequence reboot will be like turning off all the child nodes like the three of them and then turn them on one by one like the first node that we will be turning on will be the uh child node that is located next or near to the parent and once this first child node is online we will then turn on the second child node and that second child node should be the one should it I think it will only take four five total
36:00
Speaker 1
for you, Yep. Yeah, that makes sense. okay so if you're near the parent node it won't it won't go off. okay. okay. Thank you. And what about um another option just for now, would I be able to move one of the ones, so we're just working in the kitchen at the moment, it's the only place where we can sit with the laptops, um what if I moved the node, which is like by the kitchen back door closer inwards towards the
37:00
Speaker 2
in minutes. However, uh there's no doubt that your internet connection will be interrupted. Uh depending on the device, if the device is too far from the parent node, yeah, they will be disconnected from the network. However, you, if however possible, like move yeah, however, if possible, like move your device for now next to the parent node, uh rest assured that they will be able to still like connect to the internet. Yeah, uh make sure, uh yeah. Uh rest assured that the apparent node will be still, will be still turned on, which means that it is online or working.
37:00
Speaker 1
so it can connect to the nodes in the house, because it's the furthest one away. What if I just disconnected that now, moved it what would that what would that do? Would that be okay or do I have to reconnect it or will it just reconnect itself?
38:00
Speaker 2
Yes. Uh-huh. No ma'am. You rest assured that you can just move one of the child closer to the other one and then rest assured that it will uh like the signal strength for that and will be like there's an improvement. So yeah, you can also do that. Yes ma'am. Yes ma'am, absolutely. And you're most welcome. And by the way, I'm going to put the call on hold as well for one to two minutes because I'm going to check my resources. Okay? But you're most welcome. [silence]
38:00
Speaker 1
[silence] So I've just gone to the kitchen one, which we thought would be the problem. The one that's got the weak signal, but actually that's the one that's got the strongest signal out of the three nodes. So I'm just checking which one it is, if you could give me [silence] Yeah, that's what I'm doing. [silence] Oh, you can tap them? What do you mean? I'm just looking at the signal.
41:00
Speaker 2
Hello, ma'am. Thank you for patiently waiting. Mhm. Oh. Uh, you can the words. You can also verify and see which node the one that is currently getting a personal strength when you tap the node, ma'am, like it should tell you the serial number and then then yeah, just that's great. Ma'am. Yep. That's great. Yeah. Yes, man. Amazing. Yeah, that could be possible.
41:00
Speaker 1
um I'm just gonna check the other one are you am I able to rename them so that I know what they are or can you not do that uh okay let's do that now just makes it easy um oh I better go down actually because there's no signal so that must be a little longer oh it's showing offline now this one
43:00
Speaker 2
Yes. You can actually do that. So, again, you can rename the nodes under, still under the network administration, tab, and then just tap on names, or node names. Aha. No worries. [silence]
43:00
Speaker 1
I'm not sure what the strength is of the sink. strength, um. I'm just going to have a look at the registering. Oh. Okay. So this one is 224 a ending. Okay. Um, picture. it's not showing the um strength of the nodes now. Oh, okay. [silence] No, it's come back on. So the bedroom ones really low. I mean, they've gone back down again. I haven't. I haven't yet because I'm not sure where to relocate it. So, if it's a three-story house, we've got one in the loft, one in the bedroom and then directly under is the kitchen and we've got one in there. So, that's yeah, all three. And then we've got one in the office, which is the other side end of the house um opposite side of the house to the bedroom on the middle floor. Um and then one downstairs, which is the main router. Um in the living room. I'm just not sure where to locate them to for them to all link because they were working perfectly fine. That's why I put in these positions. Nope.
45:00
Speaker 2
Oh wait uh have you already relocated one of the nodes or sorry child nodes or I haven't oh all right uh huh uh huh uh huh uh huh um huh [silence] I
46:00
Speaker 1
Yeah. I might have to call you back. So, um, I just need to see if I've got any, uh, my boss has got any meetings on, on her diary because she's very busy today. Um, I don't want to just start the internet. Um, hold on. Okay. One sec, let me check. Okay. What was her name though? Okay. Yeah.
47:00
Speaker 2
I understand, ma'am. If that's the case, uh, can we do like a sequence reboot instead? Uh-huh. Uh-huh. I understand. Mm-hmm. No worries, ma'am. And actually, yes, you can just give us a call if you need further assistance regarding with this devices. And I can also, I can. Ah yes, ma'am. My name is Josh, like J O S H and.
47:00
Speaker 1
Yeah. It's a mice. Okay, amazing. Yeah, thank you. Yeah. 512-354-58. Isolate. Yeah, okay. [silence]
48:00
Speaker 2
And don't worry, ma'am. As I mentioned, since you will be giving us a call back, once uh we can proper like isolate and troubleshoot the child node. I will be providing you a ticket number. Okay? So that the next technician can easily pull out your record. So are you ready for that ticket number? Mm-hmm. All right. So it's one three five four five eight. That's correct, ma'am. So again, rest assured that uh we have successfully like checked or optimized the wireless connection or the sorry, wireless internet speed on your devices. So right now we just need to uh do some troubleshooting regarding with the child node. Yeah. Since they are currently getting a poor signal strength. So, yeah. For this one now all we have to do is do a sequence reboot and try to check again if there will be an improvement regarding with
48:00
Speaker 1
Okay. All right, thank you, Josh. Yeah, you too. Thank you so much, Chad. Bye.
49:00
Speaker 2
There are technical trends, so since right now, we cannot do that, normally give us a call, so that we can assist you on how to do the proper sequence to reboot, okay? You are most welcome, ma'am. And thank you so much again for your time and cooperation and you have a great day.
49:00