V2 Rubric Detail — 3577f0e6-7c93-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:11
Duration
58m 46s
Contact
Lori Burdette
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136748
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (10 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution3.12/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.2% (-4.8)

V2 Grader Summary

The agent achieved temporary internet restoration and re-established mesh node communication, but the child node remained unstable and the solution lacked durability. Troubleshooting was effortful and ownership strong, though tool use and communication could improve. The outcome is partial, not fully resolved, due to lingering instability.

V1 Case Analysis

Customer reported WHW mesh nodes offline after power outage. Agent guided through modem/router power cycle, 30-second resets on both nodes, and 5-press reset on child node. After reconfiguration via myrouter.local, both nodes achieved solid blue and internet was restored. Customer confirmed connectivity on laptop, phone, and TV.

Troubleshooting Steps
  • Power-cycled modem and router
  • Performed 30-second reset on mother node
  • Performed 30-second reset on child node
  • Performed 5-press reset on child node
  • Guided customer to access router UI via myrouter.local
  • Assisted with router password reset using recovery key
  • Guided Wi-Fi name and password reconfiguration
Key Observations
  • Agent correctly applied the 5-press method on a WHW-series mesh node, which is supported per KB (universal_5press_models.md).
  • Customer confirmed internet connectivity on laptop, phone, and TV after troubleshooting.
  • Agent used the correct local access URL (myrouter.local) for router configuration.
  • Agent did not verify warranty status before stating no replacement or refund would be provided.
  • Communication was unclear at times, with long silences and confusing instructions.
Positive Highlights
  • Correctly applied the 5-press method on a WHW-series mesh node, which is KB-compliant (universal_5press_models.md).
  • Used the correct local access URL (myrouter.local) to access router settings.
  • Successfully guided the customer through router password reset using the recovery key.
  • Confirmed resolution by verifying internet access on multiple devices (laptop, phone, TV).
  • Followed proper power-cycle sequence: modem first, then router.
Agent Errors / Gaps
  • Did not verify warranty status before declaring no replacement or refund.
  • Failed to capture a clear product model and serial number.
  • Provided unclear instructions and excessive silences, leading to customer confusion.
  • Did not explain the difference between 30-second reset and 5-press method.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent claims router is working and customer briefly confirms internet access, but child node remains unstable (flashing red/blue) and customer expresses ongoing anxiety about reliability after power loss.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performs power cycle, modem isolation, reset attempts, and 5-press method, showing logical progression; however, skips key diagnostics like checking WAN IP or internet status via admin interface.
R3 Met Correct resolution path conf 95%
Agent acknowledges device age and lack of warranty but continues full troubleshooting instead of dismissing, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies symptom (post-power-loss failure), asks about LED states, and infers possible sync issue; but does not confirm WAN connectivity or ISP status as root cause candidates.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent instructs customer to access myrouter.local and attempts password reset — a valid tool use — though remote session or direct UI verification would have been better; effort was made within constraints.
T3 Partially Met No misinformation conf 90%
Instructions mostly align with KB: reset procedures, use of label credentials, and myrouter.local access are correct. However, agent instructs 'Press and hold for 30 seconds' for reset, which contradicts universal_factory_reset.md (10-20 seconds).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic control through step-by-step guidance but allows long silences, unclear transitions, and fails to set initial expectations or manage scope.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simplified terms like 'mother node' and repeats instructions; however, some jargon ('admin page') is used without confirmation, and pacing doesn't fully adapt to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, performs multiple interventions, and does not transfer or abandon, even during technical difficulties.
O2 Partially Met Proactive follow-through conf 85%
Agent provides real-time steps and confirms outcomes, but no explicit timeline or follow-up commitment is made for potential recurrence.
O3 Not Applicable Closure confirmation conf 90%
No evidence of prior contact or handoff; this appears to be a first-time interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and the issue, while persistent, did not exceed L1 scope or involve hardware fault confirmation requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expresses appreciation and patience ('Thank you for being kind', 'I appreciate you working with me') and acknowledges frustration, though empathy remains somewhat scripted.
X2 Partially Met Tone & rapport conf 80%
Agent adjusts slightly by repeating instructions and using analogies ('mother node'), but customer repeatedly expresses confusion, indicating incomplete adaptation.
X3 Partially Met Overall experience conf 80%
Agent avoids unnecessary repetition and guides customer through setup, but forces manual resets and complex URL entry without offering simpler alternatives or agent-side actions.
Call Transcript89 turns · 99 lines
Speaker 1
yeah hi Nathan my name is Lori Burgett my laptop uh the power went off and now it's offline and I can't get it to stay connected can you help me Yes thank you uh give me a second I gotta unplug it to say it uh
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call maybe monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys. My name is Nathan. May I know who am I speaking to? Let me take a look. What is the model of your router?
00:00
Speaker 1
I see. you see. It is, there's a serial model. W, I can't make it out. WHWZ1. I think. I have two. I have two of them. Nope, neither worked. before the electric went off, yes, both worked.
01:00
Speaker 2
mm how many, how many do you have of this WH1? mm they're both, are they working? Both of them? mm but before these things happened, mm they both of them are working, right? mm Let me, stay with me.
01:00
Speaker 1
I'm sorry. Okay. I mean, it was working until the, uh, power went off. There was a bad storm come through and the power kicked off and now I can't, my internet stopped, but my booster isn't. That's, if this lynx is not working. And I've loved it. I've never had a problem with it. I mean, I've, I've, usually if the power goes off, you guys help me get it back online and I'm good to go.
02:00
Speaker 2
All right. This is a very old router, right? Just to set an expectation, just to inform you, this router is already very old. Just in case there is an issue on the hardware, there will be no replacement, no warranty refund on this one. I'll try to help you on the phone. I can give you that. Let me analyze it.
02:00
Speaker 1
Oh I can't hear you. Oh I gotta go get the other one it's in another part of the house. Hang on. I'm sorry. Give me a second. Do I need the power cord for the other node? All right let me unplug it. Okay I've got it. Okay I got to walk to the back for the original
03:00
Speaker 2
Can you bring the other node near the mother node? Can you bring two nodes nearby? Yes. Can you plug them near the router, the modem, [silence]
03:00
Speaker 1
Original one is. Thank you for being kind. I forgot they have to be paired up together. All right. Do I plug it in or leave it unplugged? Okay. All right. Do you need your serial number or is the model just the same as the other? the other one? Yep, it's plugged in. Hang on. Give me a second.
04:00
Speaker 2
plug in, connective power. And, all right. Just keep it that way. Tell me the color of the light on both one at a time.
04:00
Speaker 1
just a second. blue. a child. right. that's right. it's red. red, okay. okay, here it goes. one, two, three. 10 just start.
05:00
Speaker 2
Which one is blue, the one connected to the mother or the child? The child is the one that you just plug in. The one that is connected to the modem is the mother. Tell me the color of the light of the mother. All right. Can you press the reset button on the mother node? Press and hold for 30 seconds. [silence]
05:00
Speaker 1
3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30. I released it. [silence] [silence] This one's a dull blue, the mother mode, a dull blue, blue, blue, blue. Solid. Child mode's red and it's blinking. Okay. One, two, three, four, five, six, seven, eight, ten, eleven, twelve, thirteen, fourteen, fifteen, sixteen, seventeen, eighteen, nineteen, twenty. One, twenty-two, twenty-three, twenty-four, twenty-five, twenty-six,
06:00
Speaker 2
what is the color now? ... solid? ... is it blinking? ... How about the child node? ... What is the color of the child node? ... Can you press the reset button for 30 seconds on the child?
07:00
Speaker 1
27, 28, 29, 30. I released. The mother node is red. Solid. I did. To which one? To the to the internet?
08:00
Speaker 2
All right. All right. All right, can you turn off the mother node? And plug the power? All right. Unplug the power of the modem, the one provided by T-Mobile. The one that disconnect given to you by your
08:00
Speaker 1
okay. un plug it too okay I'll just okay all right you tell me when that two minutes is up [silence]
09:00
Speaker 2
All right. Let's wait two minutes. Save it then. Two minutes. There. [silence]
09:00
Speaker 1
Has it been two minutes? Just 14 or right stay down there.
11:00
Speaker 2
yet, not yet moment now, plug the modem, do not plug the Linux just the modem.
11:00
Speaker 1
connecting connect the modem now. Okay give me a second Okay I did I did okay that. downloads, save to desktop and run then I'll be following instructions on the powerpoint screen see that powerpoint slide it's asking for the wireless network so you just hit connect then we'll prompt you to punch in your network key and we hit that in and it's connecting Okay now it's asking for an alarm account information and it's asking for user name and password. Okay namming SSPSPUS and the password.password and I just put, key in a word then that sign okay can you double check that, it said password? name and password, yes I did okay any trouble? Okay No. Double check the name. It said the same one you just entered. No. Okay do I just do anything else? No no I'm just following it it says Windows is installing a device driver now Yeah, yeah, I hit it. Yes. See it says if you want to install the driver, then I have to punch it in as you punch it in. Yes. Connecting to windows search maybe automatically pickup if it's connected automatically. Okay so then it's going to be automatically connected. Okay I clicked okay. Yes. Do we have any problems? No. Okay Perfect, I have no problems. Okay let's go to the desktop and try to connect that. Okay I'm on the desktop now. All right. Okay here. Right here. Yes. Single click on to the download icon. Click yes. Hit yes. Click yes Click next. Hit next again then read the page carefully and then move your mouse downwards and then click on I agree. Okay okay. Then it says click on next. Click on next Yes. It checks the Yes to everything. Then you have two options. Just click OK. Okay, it downloads. Okay, I'll talk to you then, Bye Bye
12:00
Speaker 2
[silence] All right. [silence] What it [silence] status [silence] on the modem? [silence] Tell me the [silence] color of the light. Yes. Do not [silence] connect [silence] the links. Just a modem. Do not [silence] connect the links.
12:00
Speaker 1
It says I have connection. My familiar point of my T-Mobile, model is T as in Tom, M as in Mary, O as in Oscar, Oscar hyphen G as in girl, F as in army, A as any Apple, R is in Romeo. That's why they're newer ones. All right. Nose, I.
14:00
Speaker 2
What is the model of your T- mobile? Yeah, your modem. this is the gateway, right? All right.
14:00
Speaker 1
Got it from T-Mobile. It's their top of their line. On T-Mobile? Yeah, it is. him with my phone. I don't know what you mean by that. I'm sure. I can try to... as if it'll let me in to the T-Mobile. My T-Mobile was under... a connection for... Lori's Wi-Fi, which is... most of your links. [silence]
15:00
Speaker 2
yes is there a signal on that one can you take a look in the front can you connect to the T-Mobile Wi-Fi yeah there is a Wi-Fi on your T-Mobile can you connect to this one [silence] all right
15:00
Speaker 1
That's not, that's not what it says. That's not what it says. IT shows signal. And it's a white one. It says it has got very, your connection is very good. It's what it says on the T-Mobile device.
16:00
Speaker 2
[silence] [silence] That's the [silence] reason I [silence] asked. [silence] Understand. [silence] Understand. [silence] That's the reason why I [silence] asked if we [silence] can test the [silence] mobile to [silence] verify if there is [silence] [silence] signal. [silence] Your [silence] Philips is the [silence] [silence] black one or [silence] the white one? [silence] the [silence] white one. [silence] Yes. [silence] Your connection [silence] is very [silence] good. [silence] Now, that [silence] is connection coming from [silence] the device.
16:00
Speaker 1
So I guess I'm confused when I plug in your link status not producing, your link status is I've never, I didn't have a problem with electricity. I'm on a down to the people. My phone is working off a mobile. I just looked at it. the mother in there.
17:00
Speaker 2
It's verifying. All right. Let's verify first whether the gateway. Your T-Mobile is working. If it's working, we can set it up. OK. I'm trying to read the manual of your T-Mobile. All right, then. Can you plug in the Linksys now? Yes.
17:00
Speaker 1
I've plugged it in. this color is blue. It's orange. No. Light red. Kind of a pink.
18:00
Speaker 2
Tell me the color of the light. Is it dark red? Or light red? Something like magenta color.
18:00
Speaker 1
[silence] [silence] [silence] Child still red. [silence] It's still the same thing, red solid. [silence] That's the mother line.
19:00
Speaker 2
Okay. Good. How about the mother node? What is the color now? It's solid or blinking. solid red now right, red, black red,
19:00
Speaker 1
On the mother, oh okay. One release. Two release. Three release. Four release. And five release. That's a real pale pink. It's the first time I've ever seen that. That's flashing.
20:00
Speaker 2
Okay. Now, can you go to the W1? This time, I need you to press and release the reset button. And don't hold, press and release. One press per second and do it five times. Yes, one press per second. Yes. Good.
20:00
Speaker 1
darker flashing still flashing still flashing the same shade pink real pale pink let's turn blue solid. very very it's now it wasn't but now it's now the child one's blanking like the other one was. they must be communicating. because it was solid. it's still blanking. will it take a little while like this mother node did? it looks like it's trying to turn blue. when it fades off it gets a different shade and it comes black to pink. it's still blanking. that's what the mother node did. [silence] it's solid. it's clear. it's solid. solid. [silence] it pink a lot more pink and blue come on, baby, switch hey, it's blue it's blue holy cow and that mother node is still solid blue and the other one is solid blue, the child node that is it's flashing pink the child is spoke too soon it did, it's fade back to blue mother node's blue what do you mean? do you wonder? the mother a white, what?
21:00
Speaker 2
Okay. All right. Quickly. all right. It's okay. It should go back to blue. Now. Underneath the modern Earth, underneath the mammal, underneath the mother, yes, there is one layered linen underneath.
24:00
Speaker 1
A recovery key. Is that what you want? Network. I don't see anything like that. Oh, it's hyphen, zero, zero, 15C. And then there's a password. Okay, give me a second. I did. And I just tried it, and it's still denying. Pass. That's not the password. I tried a recovery kit. I used the routers that are actually used by this place and put it on a screen here to try to remember your password, and I still can't, so. Another, another recovery key that I obtained is erc--000963. Ever think like that? [silence] Followed by RC, hyphen, 1196, hyphen, as well, 9459, hyphen? BC72 and this password is denied as well. [silence] [music]. [silence]
25:00
Speaker 2
The WiFi name is underneath the router. Take a look at it. Network name, something like. Bell up setup. All right. Okay, on your mobile phone can you connect to that WiFi? Bell up setup. All right, correct it. Connected.
25:00
Speaker 1
it's not yet it's trying to connect it said I did it changed as they told me I could use little Y five three. the guy helped me do it the last time. it says it's connected on I don't have an app I had they never gave me an app. Is there an app I should have? okay let me sound that.
26:00
Speaker 2
Now, did you change the WiFi name to something else? Or are you still using the? Okay. Alright, then. we're gonna do this one. I'm Once you're connected, let me know so that we can open the Linksys app. Okay, open the Linksys app. Yes. Can you download the Linksys app in the Apple or App Store? It's two letter L's blue color with an eye. The back
26:00
Speaker 1
Okay. Okay. And it was two L's with a dot in a black circle, right? Okay. It's downloading. Download. To agree. And it says connect to Wi-Fi or modem. Did I skip that? I'll say it's connected. Plug your notes together. I've already done that, so we say next. Node life is solid. Both of them, let me check them other again. They're both blue, then blue.
27:00
Speaker 2
geekron is black. that's the icon. yes. done. yes. how it looks in hungry it's empty already. you already did it all of this side.
27:00
Speaker 1
Okay. Now it says checking connection. It says, uh use the same Wi-Fi as Lori Wi-Fi 4, I mean, I can use that or three, so yes. Okay, now what do I say? It says, uh privacy pledge. Continue connecting your account. No, it doesn't. It says it's almost, it's halfway done. And it's asking me to have done that, it's for reset. That's connected. I've done that, I've done that. Okay.
28:00
Speaker 2
you already did all of this one just continue. yes accept skip for now is there an option skip for now
28:00
Speaker 1
I say yes to using Lori's Wi-Fi. Connect. And says it's connecting it. Do you please help? I can't push down to the other part of the house. I can't... I can't unplug... Okay, I've done I've done I've done that. I've done that. I've done that. I've done. This is the third time I come back to that. If I say no, it wants to create a new one. So, let's just create a new one. Wi-Fi 3. All right it's setting it up. Let's see what happens.
29:00
Speaker 2
calque no we'll do this one together
31:00
Speaker 1
Thank you for helping me. Let's back to the same questions. Do you want to use the, my settings for Lori wireless 4?
32:00
Speaker 2
is there other options what are the other options you can do [silence]
32:00
Speaker 1
what if I didn't accept all the cookies? Let me set that up. Uh it's coming back to, do you want to use the same Wi-Fi and for what wise for Lori Wi-Fi 4? And you can say yes or no, huh? All right. on that up. All right. That's starting over.
33:00
Speaker 2
Can you close down?Can you close down?Can you close down and start over again (from the top)?
34:00
Speaker 1
So this is make editing from there. I says use I said no all right and it says to create a new one yes. all right.
35:00
Speaker 2
You can select no and just type, just use a different one. And then what are the options? You can see after you say no. All right. You will create the new Wi-Fi and password right. Go ahead. [silence]
35:00
Speaker 1
It's checking for the internet. [silence] I'm back to the same question. This [silence]. This is insane. [silence] Can I do it off my phone? [silence] Ah, I don't know. [silence] Tell me what the why. [silence] Because they did it off the phone the last time. [silence] What is the website?
36:00
Speaker 2
Do you have a computer we can work with so that we can change the Wi-Fi name you go on Lao. And you have tablet. You need a bigger screen. Okay. [silence]
36:00
Speaker 1
8 set slower. I'm sorry my computer. Okay, and that's it. Okay, it's pulling up looks like a blue screen. Hang on
37:00
Speaker 2
the website is my router Dot local. my router dot local. router router router. How was it? [ silence ] router my router one word dot local. That would be. Hmm. Do you have any other devices that you can use? Tablet maybe, computer. As long as you're.
37:00
Speaker 1
huh? okay I'm gonna go to the other one say okay wanna get this other computer open.
40:00
Speaker 2
As long as it is connected to the network, it should work.
40:00
Speaker 1
Okay, so let me type in what do you ask. It was my router.local. Now, there all these things are coming up. There's one with a number, there's one with a linklist, there's one with login. The number that comes out is 192 dot 68 dot 1 dot 1. [silence] went away. [silence] Back one. [silence]
41:00
Speaker 2
Can you click that one?
41:00
Speaker 1
See, this is away from the other computer. The other, and it's hard for it to find it because I'm in another room. I'm in a whole different room. Let me see if I can get the internet connected to this one. 'cause then I'm in a hole, that's why I had to have two routers. This is insane. I'm trying to connect back here. That's why I'm trying to tell you. Uh, as it were in my T-Mobile is, it's, it was all good. But back here I can't connect.
42:00
Speaker 2
Can you see the Wi-Fi network you're connected to? What's it called? Developer setup. on the settings in the computer, you need to connect to the Wi-Fi. That's the name of the Wi-Fi. Yes. Go ahead otherwise.
42:00
Speaker 1
Is that the one you want, or you want set up, or what do you want? The one ended in 1.1. Okay, it says how to access your router. It's like giving instructions, is that what I want?
44:00
Speaker 2
Try the one and two. That one. That one that one. Yes. You need to log in to the router admin page. the admin page is my router. my router. local You need to type it on the address bar on the top and then it will give you an options to login either using the router password or your email address that's the objective. All right. you need to connect the computer first to the Wi-Fi.
44:00
Speaker 1
okay, I did connect to that the Vela Vela setup. All right, now, where do I go? You want me to admin? Is that what you said? It's like giving me how to go where I did. Um, um, let's go. When I do that, it gives me multiple things to choose from. Um, it doesn't open a page up. it just gives me multiple things.
45:00
Speaker 2
Wife Veline's ball up setup. Open a browser and then on the browser... Type, my router.local. Visit the website or open a browser. On the URL bar, address bar, type my router.local. [silence] You type the.
45:00
Speaker 1
Oh, I didn't do that. Okay. I'm sorry. Now I'm getting a blue page. It says waiting. uh access BelOpts, I need a router password? Okay. I have the picture that, from the on the mother one. Give me a second. I have that. So let's see. I'm going to type 1B1. Okay, sign in. [silence] Oh, I didn't do that. Okay. I'm sorry. Now I'm getting a blue page. It says waiting. uh access BelOpts, I need a router password? Okay. I have the picture that, from the on the mother one. Give me a second. I have that. So let's see. I'm going to type 1B1. Okay, sign in. [silence]
46:00
Speaker 2
on the address bar, not on the search bar. Right? Type it on the top. Okay, good. Yes. The router password is the password you find underneath the router.
46:00
Speaker 1
Invalid router password. Please try again. Reset pass - Okay.. It wants a five digit recovery key, which is in this picture. All right. It says, choose a password it would be easy-to-remember. All right I just hit reset. It says it's waiting. Mmm. Now I've got like it says
47:00
Speaker 2
It'll reset your password. All right, go ahead.
47:00
Speaker 1
Smart Wi-Fi tools, and then I got pictures. What do I want? I See that. click it? Okay. And I've changed the password. All right, and then it says security mode, and then it has a fixed mode. I've say okay and apply. And then it says you're updating the settings.
48:00
Speaker 2
all right on the left side there is a Wi-Fi settings click that one and then that is your Wi-Fi you can change the Wi-Fi now make it Lourdes Wi-Fi and the password as well you can change it apply [silence] anything
48:00
Speaker 1
Do you want to continue? I say yes. Applying changes. Your router is applying the changes. I say OK. This says please wait. Router not found. You are not connected to your router. Okay.
49:00
Speaker 2
Yes. All right. All right. Your computer was originally connected to velvet setup. Since you change the Wi-Fi, you need to reconnect your computer to the new Wi-Fi name. Go to the settings of the computer and connect to the new Wi-Fi
49:00
Speaker 1
All right. I hit retry because I connected. I'm still saying it's not connected. Now it's, it clicked off. You can see it good. Sam router is not found. And it says I'm connected to the router I picked.
50:00
Speaker 2
Mhm. Now, tell me, if you can browse, it's black. Now, it's already good, right? Oh now, you already go back. You already went back to the blue screen. Correct? Can you refresh the screen?
50:00
Speaker 1
refresh it says I have no internet this is insane yes I did it says I'm connected Lori Wi-Fi three [silence] on what I'm not near I I had to go back to another room and look I'm not near that my router.local Pulls it up, I asked for the city of Cincinnati, it pulls it up. I asked for Cincinnati red. Cincinnati. It says it's it gives me all kinds of Cincinnati stuff.
51:00
Speaker 2
the browser open it again and then let's try one more time just open and browse any website Facebook, YouTube things like that all right can you check so you're complete
52:00
Speaker 1
It is working. Yeah. Okay. Okay, let me check the TV. My phone says good. Marie, can you check and see if you can connect to Wi-Fi three? She says she connected. Can you see if this TV works? that one's come up. [silence]
53:00
Speaker 2
It's not working. Is connected to Lori Wi-Fi 3 now. Check with other devices, if they can connect to Lori Wi-Fi 3. Your phone, your TV. Go ahead.
53:00
Speaker 1
Okay, so we're connected, right? Okay, now, what do I need to do to get a child node back here? Is it going to be okay to unplug it? And it'll be not have any issue, correct? Stay on the phone with me while I do that, okay? Because I'm blue everywhere here. Oh, hang on. Let's take this child node back. Make sure I get good connection. I appreciate you working with me on this. I every time the power goes out, this happens. That's the only downfall with these. [silence]
54:00
Speaker 2
Yes, you're router is now working. Your internet is now working. That the color of the child node, if it's blue, you're ready to unplug and bring it back. No, correct. Sure. I will do it anyways. Thank you.
54:00
Speaker 1
Okay, I'm plugging the child one back in. It shows blue but But will it change on me? Okay, well right now, it's blue. Is the TV still working? It's fine. I love the router things, the boosters from you guys. All right, it's flashing, the blue is flashing. But if the power goes out, I go through this and I've heard something about with the
55:00
Speaker 2
Good, go ahead. It will go back to red. We'll go back to red after we mean it or two, it will go back to blue again.
55:00
Speaker 1
We'll put you all on hold and I really am so sorry. Especially bad seeing that these are really good I've never had an issue until something happens with the power. That's the only bad thing. I don't know if you've ever made any newer ones since these. I don't even know when I bought these. I've had them for probably three years or more. And I'll be honest I hate to get rid of them because I've never I never had any problems. The other girls I I work from home and the other girls I'm red. It's flashing. And the other girls have issues and I never have issues. I mean the other girls can be out of Internet and I'm good and I love it. Um but when the power goes out I'm SOL.
56:00
Speaker 2
s, OK. Yeah. you have been since, 2019, roughly six or seven years. It could go back to, No. [silence] Mm. I have friends too yep it'll go back to blue alright I will make sure your comment will be submitted to the designer then the next newer model it will be considered thanks for the input Dory yes MX 6200 and MX4200 MX6200 and MX 4200 h either of these models [silence]
56:00
Speaker 1
That's still red. That's flashing. Oh shoot. You're so confident. I'm just in nervous wreck that it won't. It's really flashing there. It's blue. Damn, are you good? Thank you very much. I appreciate you very much, young man. Thank you. Have a great day. All right, bye.
58:00