V2 Rubric Detail — 358944e0-7eaa-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 11:01
Duration
168m 46s
Contact
659-115-5306
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (27 hallucinated segments, 5 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy: agent used inappropriate and dismissive language (e.g., 'Don’t provoke others', 'Proud people will get angry') that violates professionalism standards. This is a non-technical trigger.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue and skipped critical diagnostic steps required by the KB, specifically the direct modem speed test. Technical accuracy was poor, with the agent providing incorrect information regarding default passwords and band speed limits. The call was auto-zeroed due to severe discourtesy and unprofessional language used toward the customer.

V1 Case Analysis

Customer experiencing slow Wi-Fi speeds and non-responsive Velop mesh nodes. Agent performed resets, 5-press diagnostic, and attempted router UI access but did not resolve the issue. Ticket LTS001368200 created for further investigation.

Troubleshooting Steps
  • Asked customer to check node signal strength in the Linksys app.
  • Guided multiple power-cycle and reset attempts on parent and child nodes.
  • Instructed a 5-press reset on the parent node.
  • Attempted to have the customer log into the router UI (http://192.168.1.1).
  • Advised on 2.4 GHz vs 5 GHz SSID separation and speed expectations.
Key Observations
  • Agent never verified ISP speed at the modem, a standard first step for speed/throughput issues.
  • Provided materially incorrect technical guidance: claimed 2.4 GHz max 100 Mbps and 5 GHz max 200–300 Mbps ([61:00]), which contradicts KB guidance on achievable speeds.
  • Instructed customer to access 'sysinfo.cgi' ([91:00]), a non-standard and invalid URL path not documented in KB; correct path is router dashboard at http://192.168.1.1.
  • Repeated resets and reboots without validating outcomes, leading to inefficient troubleshooting and long call duration.
  • Failed to identify or confirm the specific Velop model, despite serial number being available.
  • Upsold a hardware upgrade without establishing warranty or eligibility, implying out-of-warranty status.
Positive Highlights
  • Apologized repeatedly and thanked the customer for patience.
  • Correctly performed the 5-press diagnostic method, which is valid for many Velop models.
  • Provided a ticket number (LTS001368200) and offered to email it to the customer.
Agent Errors / Gaps
  • Did not ask for or confirm the specific Velop model number.
  • Failed to perform the recommended ISP-modem direct speed test.
  • Provided incorrect expectations for Wi-Fi band speeds ([61:00]).
  • Provided an incorrect and unsupported router UI URL path (sysinfo.cgi) ([91:00]).
  • Repeated resets without confirming outcomes, leading to inefficient troubleshooting.
  • Upsold a hardware upgrade without establishing warranty or eligibility.
  • Failed to diagnose or address the root cause of weak backhaul signal (-75 dBm) despite having the data.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reported unstable speeds (e.g., 2 Mbps, 16 Mbps) and non-functional third node at call end; no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, signal checks, and UI access attempts, but skipped essential steps like direct modem speed test or WAN port verification.
R3 Partially Met Correct resolution path conf 85%
Agent suggested upgrading hardware after diagnosing limitations, but did not confirm warranty status or fully rule out configuration issues first.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to follow a logical diagnostic process. Per universal_isp_speed_tiers.md and universal_speed_performance.md, the first step for slow speeds is to test directly at the modem to rule out the ISP. The agent skipped this entirely and jumped to resets and UI checks.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use required tools: never instructed customer to test speed directly at the modem or check WAN port speed in UI, both of which are foundational requirements in universal_isp_speed_tiers.md and universal_speed_performance.md.
T3 Not Met No misinformation conf 100%
Agent provided multiple technical inaccuracies: 1) Claimed admin password is always 'admin' (contradicted by universal_factory_reset.md which notes passwords are custom/on labels); 2) Claimed 2.4 GHz max is 100 Mbps and 5 GHz is 200-300 Mbps (unsupported/contradicted by KB which discusses Gigabit ports and 1Gbps+ plans); 3) Conflated Wi-Fi and admin passwords.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent unexplained holds, abrupt transitions, and chaotic instruction flow (e.g., switching between reset types without framing) indicate loss of control.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent terminology (e.g., 'anti-gallery', 'Avelo setup'), gave unclear instructions, and failed to confirm understanding despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent remained on the case throughout, but broke commitment by failing to send ticket email during call and did not resolve the issue.
O2 Partially Met Proactive follow-through conf 80%
Agent provided vague timelines (e.g., 'wait a few minutes') and set follow-up actions without confirming receipt of ticket email.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After extensive troubleshooting failed, agent did not escalate to higher tier despite unresolved hardware and performance issues that exceeded L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent used dismissive language (e.g., 'Don’t provoke others', 'Proud people will get angry') and showed impatience, undermining professionalism.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s confusion or emotional state; maintained a rigid, technical tone despite repeated customer frustration.
X3 Not Met Overall experience conf 90%
Customer repeated speed tests multiple times, performed redundant resets, and struggled with unclear instructions, significantly increasing effort.
Call Transcript224 turns · 261 lines
Speaker 1
This is Linksy's technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksy's specialist. Hello, ma'am. This is Valerie. Hi, ma'am. Thank you. Yeah, that's okay, ma'am. That's okay. Thank you so much for answering the call. Okay, okay. So, before we confirm, ma'am, can you open your linksy's app and then check what is the signal strength of your child node? Is the node already solid blue? Okay.
00:00
Speaker 2
hello hello thank you for calling me oh hello thank you uh hello I'm so sorry I click the wrong thing thanks for calling me back okay okay okay the internet speed now is 92 MBPS. on my laptop okay uh it's offline eh it's so weird one minute yeah blue already but is loading okay i got it uh minus 65 internet it's really have like 70s it's not even working this minute try 59 it's bringing 59 [silence] 70 something [silence] hello he can download at 20.73 [silence] and also [silence] yeah [silence] yeah thank you really fine you're welcome and the person call me and I hang up Aoh so sorry then call back 78 [silence] 78 69 I just communicate by PC so by then it's 73 internet okay uh yeah [silence] okay I try try reboot what so again [silence] uh it's already 60 okay no more it's over 60.7 [silence] hello yeah [silence] I agree to tell my problem my Wi-Fi it's slow and the speed now it's 64 "what it's exactly" but I want to be the same like before and so they need to make my internet speed they need to make the same as my Wi-Fi range it's also wide so uh let's try little reset the Wi-Fi router and try reboot and then okay hello it's really no more 70s.70 yeah I think it's good try power off the router and set up and then after 10 seconds later you need to turn on the router and then problem is solve that the speed going to be more it's going to be over 70 surely
00:00
Speaker 1
65 DBM. OK. [silence] Cell node 65 DBM. Can you check if your laptop or if your phone is connected to the data channel? 68 mbps. 68 mbps. 68 mbps. OK, that's okay, Ma'am. {__I'm sorry, Ma'am, let me just confirm, this 65 and 68 um {-- it's I'm sorry, is this is this OK, 65 dd?}
01:00
Speaker 2
on to 68 mbps and do you know yeah yeah very no no no and these about this instruction please do anything you want to handle the situation hey so and how sorry so annoying she's this thing was great for the desk went against the channel node right is 65 dBm then the internet
01:00
Speaker 1
68 MPS okay i think ma'am this is uh... i'm sorry your lock up is still not connected to this note okay uh... can you do this yes ma'am can you do this uh... on your latest app can you check uh... what what what what is that up town connected okay okay can you do another speed test please yes please your your laptop [silence]
02:00
Speaker 2
[silence] The internet speed input. [silence] On ask me, I can hear everything. Can you stop it? [silence] Okay, the internet speed is 68 MBPS. [silence] on my laptop. Yes. [silence] Okay, my left or now is 100 MBPS. I refreshed already. [silence] Yes. [silence] My laptop, devices. Yes, Bedroom, both guest bedroom. My my Iphone and my MacBook is guest bedroom. [silence] Which one right where? Now? Laptop, nah? Okay. [silence] Okay. [silence] 100. Little. Wait, wait, wait.
02:00
Speaker 1
110 Mbps. Okay, do it again mam for the last time. Okay, uh are you able to check if your phone is connected to that node or not? Uh you can check it on the very
03:00
Speaker 2
110 0m yeah on my phone on my phone right it's like very low I do 1 Ms my phone is like 25 only 1ms long yes it is connected 30 M 30 MB per second you hold on now you hold on now do me a favor 0ms 56 on air can you please along turn on whatever device you have or anything cuz I'm troubleshooting now I know I know I know you I can see your new I don't know my pad outside on uh Apple okay uh don't touch anything don't do anything just give me like half an hour okay it's okay causing trouble for me Thank you.
03:00
Speaker 1
Let's use your laptop and then can you open 120 on which one? On the laptop? okay Go to a browser on your laptop, ma'am and then type this number on the address bar. 192.168.1.1 ok um can you look for yes the continue button, please. Okay. Do you have an advanced button or show details? Show details and then visit this website.
04:00
Speaker 2
Yeah, 120. that's not Ah okay. Yeah. Yeah. Uh huh Uh huh. Okay Okay. Warning not private. So what do I do? Um continue. Okay. It says the connection is not private. Show details.
04:00
Speaker 1
OK, 27. That's the five-digit volume at the back of your parents node or underneath your parents. No.
05:00
Speaker 2
okay my my phone internet speed is 27 only. Yeah. Okay recovery key, what's that? one, where?
05:00
Speaker 1
You have to create a password for that, ma'am, for you to go inside interface. That is only a login, ma'am, just for you to login on the user interface.
06:00
Speaker 2
Okay, Sunny. Okay, what I need admin password and password here. What is this? What is this for?
06:00
Speaker 1
yes man only you can get can use that password
07:00
Speaker 2
the start the right really that they be give you the past or let me see is this is this password secure yes huh okay inequality there's the people wrote
07:00
Speaker 1
Okay. Yes, let me know if you're inside ma'am. [silence] to 98. Okay. Can you do it again ma'am, on a different browser, if there is a different browser.
08:00
Speaker 2
Different browsers, I'm using Safari, you're talking about [Silence] [Silence]
09:00
Speaker 1
same error, ok. If that's the case, ma'am, then we our last option is to really reset their router. So how about this? Can you get all three nodes, ma'am, put it on the same room where you have your Huawei box? Ok. Get the other two nodes, let me know if they're all in one place. Have a power surge or extension. Yes, yes. Take your time, ma'am. [sound of a collision, knocking over of objects] I'm back. Ok, hold on. Five seconds for me. Please hold on for a while. Will the router not have a warm, reset? Oh, that's okay. We can resolve it. Um, please connect it on the wall adapter. Connect it straight to the wall adapter. Ok. You can plug in all the three nodes that you have to the power surge and connect one of those node to the Huawei box, at least to. Ma, I'm not connected to same. Just connect it all. Get all of your nodes all in one room. Drop and connect to the wall adapter, please.
10:00
Speaker 2
Yeah, I got a same error 2298. Yeah. Okay. Then. But I don't have plug, you know. Okay, let me go and find just me a few minutes. I'm so sorry. Mom. Yeah, plug out. Plug out that one. Bring outside here. You want to repair. [silence] again just for honor it but it's just all I here I I I I I center I all I believe that to tackle in the the other than that so more hello onto that's tell over that well OK Plenty [silence] Thank you. Stone.
10:00
Speaker 1
Hello, if you can plug in two nodes, if if it's possible, Mam, that you can plug in two nodes at the same time. Okay, turn on two nodes, ma'am, and then we will do a hard reset on
13:00
Speaker 2
hello I'm back uh I talk up and plugging in then um do I turn on both child notes yeah do i do i put two child nodes turn it on both of them together at the same time yeah yeah yeah they're all on the the main one if not off I just plug out the child nodes now it is
13:00
Speaker 1
parents node i mean to all nodes yes turn on first the child node [silence] Okay. [silence] So while we wait for the child node to boot up on the parent node, yes, on the parent node, there's a red reset button underneath that. Press and hold. OK. uh we will check on that later on ma. Yes, we can. Yes. Press Yes. Press and hold it for 15 15 seconds, ma. Yes, let's go.
14:00
Speaker 2
Hold on don't pull don't drag it Don't drag it in Oh god that looks horrible Hey Was that it Can I reconcile what is That was your parent node can I ask something my my I've got two child nodes right I can only connect one The other one does not light up Can I do one by one okay okay so I go to the parent node there's a red button Right button red one I press the red one How long for how long One two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen 16 okay 17 Done Okay let's go ready
16:00
Speaker 1
What is the light right now, ma'am, on the uh on the first now? No light, okay, that's a case that's uh actually be starting or resetting. Do the same thing on the second router, ma'am, on the second now. [silence] so start with. don't let sleep. that is what the look. did you try another plug, memm and another outlet yeah, I the last room is not lighting it. there is a switch on that is one and three right zero. yes
17:00
Speaker 2
How come I got no light? I switch on the third node, right? There's no light yuhnow. What is wrong with that node? I'm not talking about reset anymore. Yeah, I try both plug already. I change two plug already. The last node is not lighting up. There is a switch, uh that is one and zero, right? It's supposed to be what, uh? Zero, uh? You know what? It's on one. [silence]
18:00
Speaker 1
No ma'am, it should turn on ma'am, even if the parent note is red. Mm-hmm. We won't do it later on ma'am, but for now we will wait for the for the first node and the second node to have a red or pink light on the top. Mm-hmm. [silence]
19:00
Speaker 2
I don't know how my mother picked up just now. Oh, I know why already, la because maybe the the parallel note is still red. Oh really? Yeah, but it's not, no. So how what should I do? Can I just press reset? Okay. Okay. Red. Yeah, still red. Yeah, still red.
19:00
Speaker 1
Oh, on which device, ma'am? On which node? On the, okay, Studierad or Flessingrad. Studierad, okay. Uh, go to your phone settings, maam. Okay. On the, uh, go to Wi-Fi. Okay. On the list of available network, can you check if you can see the anti-gallery, named the anti-gallery there. [silence] oh, security wise oh, it should be open, huh? Oh, get to the settings, ma'am. It's really hard to tell. It's okay, say, hi.
20:00
Speaker 2
still still white color both both steady red uh not one of me yeah yeah okay
20:00
Speaker 1
see a Wi-Fi name, Eero setup okay that's it, so that means that your two nodes are back on reset or default mode so we will do the Fi press setup for this node to to boot up okay so underneath the parent node, the main router there's a reset button, right? Can you please press and release the reset button five times not too fast, not too slow press, wait for one second release, do it five times. What is the light on the parent node,
21:00
Speaker 2
yeah, C 62 or C 94? Okay. Ah! Okay. Yeah. Yeah. I do. Okay. Okay. One two three four. Okay.
21:00
Speaker 1
You okay, ma'am? You okay? [silence] flashing, okay, that means ma'am that it's, uh, rebooting. So let's just give it a time. please let me know if the light's already on solid blue [silence] [silence] yes.
22:00
Speaker 2
Yellow. Yeah, flashing. Yeah, flashing. Okay. Then, the network went away from my phone. Wait a minute.
22:00
Speaker 1
OK, it will flash red again, ma'am, for like few seconds. Just wait for it to turn steady blue again. And also, ma'am, check the light on the top of your second router. The child node. Flashing or just a D? May I just ask, ma'am, how far did you plug in the second router? Get how far? Like, is it, like, okay.
23:00
Speaker 2
become blue already steady blue red color red color no so what you do outside yeah um our how far how clear I don't know feet three four feet [silence] Something here, like that. Why is it so difficult? Come, put it here. A side. No. A side. Oh, okay. Can near. Can is quite near already. Arm's length. Is it okay? Yeah. Okay, what I do?
23:00
Speaker 1
We're just pulling it up. We have a solid red light again. Can you look for or can you go to the Wi-Fi settings of your phone? Look for Avelo setup name. Okay, can you connect to that Avelo setup name please? The parent node, ma'am. That's underneath the router, the parent node.
25:00
Speaker 2
Yeah I have. No, which one? The one, the parent one, or the parent one? Okay, connect password, what's your password? [silence] Help. [silence] I want to test my eyesight. okay, come, come, where's the touch light? your phone torchlight. Come. [silence] I don't know if it's an L or if it's an I, you know. [silence]
25:00
Speaker 1
Okay, so that's good. So, can you do a speed test on your phone, ma'am, please?
26:00
Speaker 2
I know, I know. already okay, oh, let me try. okay connected okay. [silence]
26:00
Speaker 1
three ten. Okay. Do it again, Miss. Let's do it three times. 280, okay. One last time. 290, okay. That's good. That's actually a very good speed, Miss. Okay. So what's the light on the top of your child mode right now. Okay. Can you do another five press, Miss, please. Uh-huh. [silence]
27:00
Speaker 2
10 okay 18 29 okay re color 10 1 2 3 4 5
27:00
Speaker 1
okay, the parent's node, right? okay, that's good. So, let's just give it three to five minutes, ma'am, for this node to have a blue light. Then, once we confirm that it's already online, we will move it. Move it to the guest room, ma'am. Where it, where it. hmm. Yeah, that's okay. That's okay. Right after we plug it, it, plug it back. But we will not do it now, cuz it's still, uh, rebooting. We will wait until it's fully connected to the parent node. Just let me know if it's already connected, okay?[silence]
28:00
Speaker 2
orange. No, the child, the. Nope. Yeah. Yeah.. No. the. Nope. Yeah. Yeah. Yeah, yeah. Okay. Okay. I
28:00
Speaker 1
OK. Give it another minute, ma'am. It will reboot, will blink, will blink red, blink blue, then solid please.
29:00
Speaker 2
Okay is connected blue. Okay. Huh. Yeah, I saw it. Yeah. can i get a glass of water too yep yep go go Mami can you get my water when i say water it is water okay yes I called you water
29:00
Speaker 1
Yes ma'am. Because the first one that we added is your parents
31:00
Speaker 2
신창민. How come this one's so long? The first one, it didn't blink red. It just blew and that's it.
31:00
Speaker 1
we rent now. Usually, yes ma'am, the child node. It will really take three to five minutes to connect.
32:00
Speaker 2
Okay. [ silence ] 35 accomplished
32:00
Speaker 1
How is it Matt? What's the light on the top? It was green. Still blinking. Okay, that's okay. We still have a minute. [silence]
33:00
Speaker 2
red blinking okay.
33:00
Speaker 1
Is it still flashing red, Mem? Yeah. It's already five minutes and it's still reconnecting, Mem. So. Okay. So
34:00
Speaker 2
Yeah, how come so long? Good, how yeah, what sure
34:00
Speaker 1
We will do another reset, ma'am. If it's possible that you can move it, possibly, like, very closer to the parent node, ma'am. It will be better. It will add, it will add faster. Okay. Can you do another reset, please? The red button underneath, press and hold the reset for 15 seconds.
35:00
Speaker 2
Okay. Very close. It is very close already. Yeah? like one one one arms length Okay One, two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen [silence]
35:00
Speaker 1
[silence] [silence] still no color ma'am? when you press the reset button ma'am did it turn off?
36:00
Speaker 2
不要摸我不要没没没没不够长了你可以拿掉嘛可以拿掉嘛很很逗逗你懂嘛不要这样做好了如果你没做对你就不要做不要惹别人骄傲的人会生气的没有一点追求为什么我们还要继续追寻呢我觉得如此是的所以我现在该怎么做呢作为
36:00
Speaker 1
No color. Okay., can you do it again, ma'am? Make sure that the... Okay., that's okay, ma'am. This this is an a an older node. Uh we will it might have a misbehavior on the light. Anyways, let's just give it that time. Yes. Let's wait for... Yes, ma'am. Let's give it another uh minute. Let me know... Yes, let me know if it's already steady red or steady pink. Uh steady red now. Okay., uh can you please go to the settings of your phone and then uh check under Wi-Fi if you can see two no, we will not connect on that, but we will do again. We will use your laptop. Okay. make sure that your laptop is connected to the parent node or the main router's Wi-Fi, the hello name. I just, I didn't see you get the name. Uh-huh. [silence]
37:00
Speaker 2
Uh-huh. Yeah. Yes. I'll check my Wi-Fi shortly. Okay. [silence] [silence] I'm sorry to hear that, can you try changing your password if you didn't know that you I'm here Oh I
38:00
Speaker 1
For now that's it for later on. For now, let's start our development setup right? Okay. Open the browser, type the same number. One nine two one six eight one dot one. [silence] Yes. Same thing, yes.
40:00
Speaker 2
Okay. My laptop is connected to the Baroner yeah. Con one. Okay dot one six eight dot one dot one continue do the same thing right. Say the next thing, right? Yeah.
40:00
Speaker 1
By default, ma'am. Yes, that's actually right, ma'am. By default, it's admin all lowercase, just A-D-M-I-N, all small letters. I'm supposed to be from the site. No, ma'am, because this is already reset. Yes, so but for now, yeah, we will use your inside network status Linksys Smart Wi-Fi tools. Is that what you have right now? Device release, gas access, protocol control, All right, do we need to do that anytime soon? Do you know about a reboot? Think we will use that, yeah, we'll go back. Shall we proceed to your network mesh? [ silence ]
41:00
Speaker 2
You know, it keeps on going to the router password. After I key in, oh, I thought I'm supposed to use the the key from the firewall. Reset. Okay. Yeah, waiting. Okay, I got in now. Okay, done. Yeah. Wi-Fi tools, Rafe. Yeah.
41:00
Speaker 1
Okay. That's it. Can you scroll down please? All the way to the bottom of the page. Bottom of the page ma'am. Look for the end user license agreement. Okay. And then in line with that you will see this. that's very small footnotes on the bottom of the screen. That's underneath on the very bottom of the page ma'am. Yes, in line with that you will see the CA. User license agreement, privacy statement, That's customer advocacy ma'am or complete access.
42:00
Speaker 2
yeah yeah okay I don't know where but I'm not looking so yeah of the end user license agreement uh huh what is what is CA? I don't know uh somebody with you
42:00
Speaker 1
uh, did you see the end user license agreement, privacy statement, ma'am? on the bottom. Uh, no, ma'am, do not click on end user. Just click, uh, just check in line with the end user license agreement, privacy statement, third-party licenses, oklaa privacy policy. You have CA. licenses, oklaa privacy policy. Mhm. That's all? That's all? Okay. Okay. Uh, can you go to connectivity, ma'am? That's on the left side of this, uh, of the screen. Okay, and then look for
43:00
Speaker 2
[KEEP_UNCERTAIN] I don't know. It says click to view the PDFs. Okay. Yeah. What is CA? No. At the bottom of the page, right, there's end user license agreement, privacy statement. third party license. Oakland privacy policy. That's all. Yeah. Okay. Okay. Yeah.
43:00
Speaker 1
4 velop setup or CA router setup? Okay. Okay, good. So, what option do you have in there? That's good. That would be wireless. Yes. And then after you click on, yes, all right, after you click on the add wireless child node, ma'am, check the second router if it's blinking read. Uh what what's the color, ma'am? Still steady. Okay, that's good. All right, let's give it three to five minutes, ma'am, to connect this method is continues connects and will connect later.
44:00
Speaker 2
okay got it yes yeah. [silence] master node [silence] master node is now configured. they have add wired child nodes or add wireless child nodes it will be wireless right? so click on that wireless okay. yeah it is red stable red red red red. [silence] I click on but now it has gone back to the normal [silence] red kind of blinking okay blinking red a bit. yeah that's quite slow yeah blinking red. okay.
44:00
Speaker 1
what you're doing right now is also one way of adding your child node. Yes. Let me know if it's already added back or if it's solid blue, okay? I'll just be unmute. Okay. And just let me know.
45:00
Speaker 2
Okay. Okay. [silence] Okay. No. [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yes, these questions are over. It's done. Is, I don't know whether is it connected, but the light is blue now. She turned back to red again, sorry. Very dumb. What I do? What?
45:00
Speaker 1
Okay. Okay vulnerable 2 for device list. Okay. Okay. Do you see two nodes now? Okay, that's good. Okay, so what we will do, we will unplug your child node and we will bring it back to the uh guest room. Yes.
48:00
Speaker 2
Okay, body? Yeah, can? Yeah, yeah. Correct. Yes.
48:00
Speaker 1
May I know what's the light on the top of your note, ma'am? How was it, ma'am? May I know what's the light in the top of your child's nose? Yes, much better, maam. It's solid blue now. Okay, that is still trying to reconnect, ma'am. Usually it'll take 2 to 3 minutes.
49:00
Speaker 2
Should I bring my laptop? Wait, huh? I go with you. No, not yet. Wait a while. I go to my room.The guest room. Yes. It's red blinking.
50:00
Speaker 1
Okay, that's good. So, go to your laptop, ma'am. Okay. Is it still solid blue or back to flashing red? Solid blue. Okay, that's good. So, kindly go to your laptop, ma'am. If you can bring it close to the child now.
51:00
Speaker 2
clear. Sorry I always upset you only okay become hearing me okay only I always upset you yeah okay okay yes oh where are you seeing? Yeah blue blue
51:00
Speaker 1
Shall I reboot it. It will be good. Okay, turn off the Wi-Fi of your laptop for five seconds. *** 50 seconds. the parent ma'am, you will not, you will only see one setup name because the child node is, OK. Turn it on now? Yes, turn it on now and connect back to Wi-Fi. OK. yeah. Did you turn off and on the, uh, Wi-Fi of your laptop ma'am?
52:00
Speaker 2
Yeah. I should connect to which one? The parent or the child? Oh. Oh, yeah, yeah. Can I turn on my, okay. Okay. Oh, my God. Okay. Hello. Yeah. [silence]
52:00
Speaker 1
Okay. Can, yes, that's good. Okay. Can you go back to device list? Silence. Are you able to see where is the child node connected? I'm sorry, the laptop, where is it connected? If it's connected to the child or the parent node? Two laptops. Silence. Yes. If you tap on the laptop under device list, you will see where it's connected. If it's connected to the parent or the guest.
53:00
Speaker 2
Yeah. Connection. Yeah. Oh. Yeah. Yeah. Yeah. Yeah. I can't tell, you know, there's two. I yeah. No, huh. What you mean? Whether I'm connected to which one? I think it's connected to parent. I'm not sure. How do I know which is the parent and which is the guest? Cause now,
53:00
Speaker 1
yes ma'am your parents know that's well uh it should be node 1 yeah, what is the version ma'am former version I'm sorry what's the version ma'am former version
54:00
Speaker 2
the child? Can I rename it? I've can rename it. Yeah. Okay, I'll wait. I have to rename. Wait. One minute. Oh my gosh. This one is... Yes. I was looking at the serial number. Just to be sure. The firmware version, right? The serial number. My 2. How. Version 2 1 2 0 2 1 6 8 9 2.
54:00
Speaker 1
It should show ma'am. The parent is the name node 1 then links is and five digit number like for the serial number. Oh okay. Uh 71439 that's your parent node. Yes. Okay that's good. So can you now do a speed test? Same thing man. speedfast.com. [silence] Okay, that's good. So can you now do a speed test? Same thing man. speedfast.com. Okay, that's good. So can you now do a speed test?
55:00
Speaker 2
[KEEP_UNCERTAIN] Hey, Bart, it's the same name. How do I know it's the parent? Which one's the parent? No, because don't have don't have it's the same. One is small capital, one is LinkC 7139 and the other one is LinkC Capital 71449 So which one be chosen? Ah, okay. Then the other one is Chown Ah, okay. So I go check my MacBookPro now. Okay, it's redirected to guest mode. Okay, sure.
55:00
Speaker 1
Okay, do it again mom please. Okay, do it for the last time. 92. Can you do it again please? [silence]
56:00
Speaker 2
75. Not very good. 74. 92. Yeah.
56:00
Speaker 1
70 dBm. Okay. Uh, we will, before we add the third node, ma'am, we will separate first year 5 gigahertz and 2.4. Okay? Can you go back? Yes, ma'am, can you go back to the Linksys page? Okay, and, um, go to under Linksys Smart Wi-Fi tools, or I'm sorry, under router settings, you have Wi-Fi settings. Okay, and, um, okay, and, um,
57:00
Speaker 2
79. [silence] Huh? [silence] Sorry. [silence] Lizzie's pitch. [silence] Yeah. [silence] Yeah. [silence] Done.
57:00
Speaker 1
Under wireless, you will have three Wi-Fi names, one 2.4 and two 5 gigahertz. Can you change the name, ma'am? For 2.4. Change it into something different, ma'am. Or uh just add an extension. [silence] Okay, and go to the settings of your laptop. Look for the 2.4, I'm sorry, look for the Wi-Fi names, ma'am. The available Wi-Fi names. Check if it can see the 2.4 and the 5 gigahertz. Okay, do not connect to the 2.4, connect to the 5 G. Yes, ma'am. You didn't. No, ma'am. You have [silence].
58:00
Speaker 2
[silence] okay then yeah I can do 2.4 ah uh huh but I didn't make 5G I don't know which one can I go back and change
59:00
Speaker 1
Change the 2.4, right? Yes. Okay. So the 5 gigahertz, they are the same. You did not change it. Okay. So I connect to the network that you did not change. Okay, that's good. So can you do another speed test, please? [silence] Yes, okay. That's good. Do speed test, ma'am. Uh, fast.com. 120. Mbps. Okay, do it again for this uh, let's do it 3 times. [silence] 2.4 mem. Yes, the 2.4, the maximum speed that you will get, uh, for the 2.4 is only 100 MBPS. For the 5 gigahertz, the maximum speed that you will get, or the speed that you will get is around 200 to 300 MBPS. Okay, 91 MBPS. Do it again please. 110. Okay, 110 MBPS. Okay, can you now connect to your 2.4?
60:00
Speaker 2
2.45 120 [silence] okay [silence] 91 110 then [silence] apply again is 93 okay connect to 2.4 [silence]
61:00
Speaker 1
Yes, did you change the password or just the same one, same password? I tried using the same password that I used earlier. Okay, turn off the Wi-Fi of your laptop for 5 seconds, turn it back on. Then I'll try again. [silence] Did you just ask, does it work? Okay, all right. Thank you, madam, for helping me. You're welcome.
62:00
Speaker 2
ask me for a password lacking to be done Okay.
62:00
Speaker 1
OK. Are we now connected, Ma'am? No other network. Uh check on available network, Ma'am. it should show up on the bottom.
63:00
Speaker 2
No, there's no other networks. Yeah. Yeah, I'm trying to search again. Okay. Mighty B.
63:00
Speaker 1
Okay, do a speed test ma'am. Still cannot join? Can you try to connect your phone ma'am?
64:00
Speaker 2
Okay, I'm connected. Funny, but yes, it's quite fun. Wait, one minute. It's like, I was gonna say, it's not connected. It says you cannot join. Yeah.
64:00
Speaker 1
still on your phone? mm-hmm okay let me just check on that may I when I'm sorry two to three minutes rather sorry can I please hold on hold okay just stay on the line I'll be right back thank you
65:00
Speaker 2
I'm unable to join. Yeah. Yeah, sure. Okay, thank you. [silence]
65:00
Speaker 1
Hello ma'am. Hi ma'am, thank you so much for patiently waiting.
69:00
Speaker 2
Yeah. Always. Thank you.
69:00
Speaker 1
Yes. Um, did you try to uh re connect Mem? I connect connect again. And it's still the same? Still cannot. Okay. Can you please uh re connect back to the 5G? I'm sorry you can connect to the 5 gigahertz. It shouldn't ask for a password ma'am because earlier you were already connected. Five gigahertz.
70:00
Speaker 2
How is it? Well, Yeah, cannot... Yeah, I cannot run a lot in it already. I can conclude already. Yeah, the password. I don't know what happens.
70:00
Speaker 1
Um, sorry, I'm actually, um, one of the 30 certificates identifies that to our conflict with Yeah. What, the device. Sure, it's a specific type. It's a game. Do not worry. Okay. Okay. Bye. Are we? Nailed. [silence] What's the error? Yes, did you type in the password? [silence] That's the same password on the bottom of your laces. Yes, yes, we didn't change it. I see. That's the same password underneath, ma'am. if you can connect 2.4 m, it would be better so that we can also check the speed. Oh. I see. I see that. Ah, no, ma'am, that admin password is just for your, um, linksys interface. That's not for Wi-Fi. The Wi-Fi password
71:00
Speaker 2
no there's. No error is asking for password. Yeah, but Oh, that one. Aya, I thought it's I thought it is my Linksys app. So I've been entering the wrong password. Aya. Okay, which one you need me to connect? Which one you need me to connect now? You want me to connect to 2.4 or 5? Okay, okay. I I key in my Linksys app, you know the one where you ask me to log in just now. I I don't know is that one. But it's only six six digit, five digit right? Oh, so I have to [ silence]
72:00
Speaker 1
Turid? That's the same on the bottom of your parents. No, ma'am, you should be still connected to the parent node, because your child node right now is working as a extender. Okay, please take a picture of that ma'am, so that you will not go back and [silence]
73:00
Speaker 2
parent node, or my child node now, but I'm trying to connect child node, right? Oh, okay. No wonder. I - I'm at. Give me a while. I go back and take the password. every
73:00
Speaker 1
OK, that's good. Do a speed test ma'am. [silence]
74:00
Speaker 2
Well, I think I'm connected to the two point four. Yeah. Okay.
74:00
Speaker 1
One twenty connected to 2.4. OK, that's actually good. Do it three times, ma'am, OK? ummeh.sat.com. Yes.
75:00
Speaker 2
120. I do not win. Yeah. Okay, good do. Yeah. Now, it's slow. It's just zero. Yeah. Try it. Off the Wi-Fi. Because it's not moving, the website can't. Yeah. Everything is just... How much I should do.
75:00
Speaker 1
Yes, yes. Let's try the other browser. I think that is still looking for the speedmap.
76:00
Speaker 2
okay, now it's moving. wait, h. it's very slow. it was stuck at zero for the longest time. 130 let me try the other browser. it. it started at zero for a long time. okay. [silence] okay, now it's moving. wait, uh? [silence] it's very slow. it [silence] was stuck at zero for the longest time. [silence] 130 let me try the other browser. [silence] it. [silence] it started at zero for a long time. okay.
76:00
Speaker 1
Still at zero mbps? Can you try to use a different browser, ma'am? Or can you use speedtest.com? Speedtest.com? If I cannot be reached. Can you try to check ma'am, please? Uh check if you can still uh see the wi-fi and try to connect.
78:00
Speaker 2
Yeah, what happened? Yeah, the site cannot be reached. Yes, I think the Internet is down. What do you need me to check? I can see I'm connected. It's just that the Internet is not there. Ah, okay.
78:00
Speaker 1
I'm sorry. I see. Did you tap speedtest.net? Yes, ma'am. I think, yeah, it's really unstable. Okay. Yes. Hmm, 2 Mbps.
79:00
Speaker 2
Yeah it's just very slow I don't know what happened. Then suddenly it jumped to 600, now even 800, 900. That one is fast.com speedtest is not yet loading. Something is so wrong. Uh huh. It's very unstable. Something is wrong. Uh it went to 2 BP, 2 BPS, which is like two it's like way much higher. Okay, I cannot no, the the much, much bigger one, but anyway I I I changed already, so it's zero now. Then speedtest.net cannot. [silence]
79:00
Speaker 1
Okay, can we try to? Okay, let me just. I see. It's just loading. It's not reachable. So, speedtest.net is not reachable. Okay. Okay. I think I'm I've ever reached that, it's still loading. everything has a characteristic. It's not reaching. I see. Okay. I'll just be placing you on hold again for two minutes. I just need to ask for further assistance for this. And if you can bring the other node, ma'am, then, put it on the same place where we reconnect the child node earlier, please, do that. Okay? The last node. Yes, the third node. Okay, and I'll'll be right back. Thank you so much, ma'am. [silence]
80:00
Speaker 2
It's just loading, loading, but it's not moving, you know both, both, both. I mean, I'm at the page, but it's just loading, and loading, it's taking... It's not moving, ah. I cannot see the, I cannot see the number. Okay. Okay. Okay. Okay. Okay. Yeah. The the the last number. Okay. All right. [silence] Why don't you go and move the thing? You didn't even finish, you know? Can you plug it in? Wait, hello? Wait, give me back come on Hello, stand up. I'm tired Anthony Anthony Anthony don't, Anthony, no Anthony. Do you mind that? Do you mind that? It is now working. One, Two, Three
80:00
Speaker 1
Hello, Ma'am. Hi, Ma'm. Thank you so much for patiently waiting. Uh, are you still able to go back to the link this page? Yeah, I'm outside the room, right? I'm at the, I'm at the parent node. So you're connected? what do you mean? Yes. Okay. So still under the parent node. What's the speed, Ma'm? [silence] Is this from the parent node, ma'am? Or are you connected to the parent node with the speed? Uh. It should show up on device list, ma'am. If your Laptop is connected to parent or the child. Uh. 1921681.1 Thank you. I have... Uh... silhouette silence
84:00
Speaker 2
uh 6 point three megabits per second download is 11 point 16 megabits per second cannot tell how to tell device lee I need to go to the page is not loading now. yeah we try again yeah
85:00
Speaker 1
I believe, ma'am, that's because we separate the 2.4 GHz and the 5 GHz. That's why it detects. Yeah. One is connected to five and one is connected to 2.4. That two devices that you're seeing, ma'am.
86:00
Speaker 2
Oh, interesting. So I've got two MacBook Pro and two iPhones. How come?
86:00
Speaker 1
one is connected to, 2.4. the other one is connected to 5 gigahertz. because he said, he has it's actually the same laptop man, but they are connected to two networks. okay. go to two the 2.4, or the first one man. the first uh, MacBook Pro that you will see in there the first one, uh? Young man: Okay. Can you try the other one if it's also connected to the pair.... MAN: If you turn on
87:00
Speaker 2
I one laptop can connect to two. Oh, so funny. Okay. So how do I tell which one is which one? Huh? What do you mean? Yeah. The first MacBook Pro is connected to the parent. Not the guest. Guest. Guest. Guest. So, so one way to tell which one is which one, the MacBook Pro that has the black charger, which is the black lightning cord, that one is connected to your Wi-Fi network and the other one, the MacBook Pro that has the gray charger, that one is connected to the guest Wi-Fi network okay.
87:00
Speaker 1
[silence] Did you turn on the gas network ma'am? [silence] No, I uh I mean, did you connect or did you turn on uh the gas? Gas network or I see the gas room. Okay. Okay. Ma'am, can you first uh can you please go to troubleshooting. What's the job of the uniting one? Okay. Under troubleshooting, you will see three options. Stay on the first option and uh go to report.
88:00
Speaker 2
Is the icon on the guestnetwork? [silence] No, as in the guest room, the guest room one. [silence] The node in the guest room. [silence] How? [silence] Okay. [silence] Trouble should be. [silence] Yeah. [silence]
88:00
Speaker 1
Yes, status. Mm-hmm. Okay, and then uh scroll down all the way to the bottom. You will see their ports. Okay, do you have an x mark on uh, one GBP or— Okay, one GBP s. Okay, ma'am, uh we will do one uh we will check on the signal strength of your device and uh I will ask you to open another browser ma'am. Okay. And um on the address bar, Okay, type this link,
89:00
Speaker 2
what what three option status report okay okay yeah yes yes okay okay okay I feel glow from this. Yeah. Yes. Yeah. OK.
89:00
Speaker 1
okay, can you do this one, ma'am? HTTP without the S and then colon, the colon and two forward slash and the same numbers, one nine two dot one six eight dot one dot one. Another slash forward slash. Yes, This info it's S Y S I N F O. S for Singapore, Y for Yellow, S for Singapore, I for India. Yeah, sisinfo.cgi. Yeah. Yes. Yes, okay, and yes, "dot," "c-g-i," and then enter. Yes. what does it say, ma'am? okay, that's the admin, ma'am, that's the admin password. okay. are you seeing a lot of words in there, ma'am, words and numbers? [silence] yes, ma'am. oh, okay, it says you were routed again to the linksys page. can you do it again, ma'am? Do it with the "s." [silence] HT.
91:00
Speaker 2
CGI. okay. Enter. okay. okay. continue. Ask me for password again, which one? okay. I don't know. It's all right. It's okay. Are you tracking it? Just now. Who is to address her? Ask me to I user. and password. password. Yeah. Okay. Okay. Okay. Then are is the coding. [silence] what is this?[silence]does he have any,[silence]does he have any like confidential thing?[silence]i need to lock in [silence]
92:00
Speaker 1
Okay. [silence] [silence] I don't know to get [silence] the required signal. 3. [silence] Okay, let me just check on that.
95:00
Speaker 2
Yeah, I really, but I need to log in. And my laptop. Good care.
95:00
Speaker 1
Have you tried to - have you tried to keep the door through right next to the parent door for like an hour or half hour? and then OBS until done. Okay, got it already, ma'am. Let me just check on the report, okay? Can you give me another two to three minutes, please? Thank you, ma'am. Okay. Okay. Thank you ma'am, we'll be right back. [silence] Hello, ma'am. hi, ma'am. Thank you so much for patiently waiting. So upon checking here, it shows that the maximum speed that your child node is getting from the parent is only 100 MBPS. So this is the reason why it's slow. And aside from that ma'am, the signal strength, it's very high, which means your node is getting weak signal from the parent. know from the parent. So, um, uh, what we will do now, we will try adding the, or we will add your third node and then we will do a sequence reboot because it might get better signal if the other node is on or, uh, connected. Uh, where's the other or the third node? Uh-huh. Yes. Possibly yes, ma'am. Maybe there are some changes. Uh, did you add like maybe a furniture or, uh, appliances? Mhm. How about changes? How about changes, ma'am, on the places of the furniture? Mhm. Okay. We will check. We will check. Okay. How about we go ahead and add this third node.
96:00
Speaker 2
Okay. Okay...It's getting a...It's getting a weak signal from the per pedal. So maybe it's the wall or what? That's what I'm trying to ask my mother. So I think she did but she keep telling me no. Yeah, that's why. No, I'm not sure. She said no. I know why. Okay. My
102:00
Speaker 1
versus, sorry, totally no lines, ma'am. Can you try to toggle the power on and off? Uh-huh. Turn it off. Wait for a wait for 5 s. Yes, that's okay if it's a switch. Does not turn on. But we confirm that it was where uh the outlet or the uh-huh.
103:00
Speaker 2
My third nook, I plug in, but there's no light, you know? Yeah. Yeah. Yeah. On and off, Mom. Yeah, same plug, same plug. One, two, five seconds, off, huh? One, two, three, four, five, okay. You mean the switch, right? It doesn't turn on at all. Turn on at all. It doesn't turn on at all. Don't touch anything. No, don't touch. Yeah, you were watching it. Yeah, you were watching in my father's.
103:00
Speaker 1
Okay, yes, can you try to press the reset, ma'am press it until the light at the top turns on still no lights, okay, how did you walk in on the device? Can you try to go back and unpl or I think it's because it's not going to renew anymore. [silence] Whoops. OK. So, we are going to log in. We forgot our password. [silence] OK. I see. Okay, that's okay ma'am. Right after a couple of seconds, do a reset on that node. Same thing. Press and hold the reset. Yes. Do a reset ma'am. Yes. On that child node only. Yes. Okay, good. Let me know if it's back to solid blue ma'am.
104:00
Speaker 2
Sorry, I cannot you. You want me to do what? Press the reset button. 15, 15, 15. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15. No light, no light, completely black.
106:00
Speaker 1
<start_of_audio> [silence] um madam um she is it possible that we can borrow the adapter of the working child node. [silence] still the light I see. I see. OK. Yes ma'am. Yes. Yes. Try to toggle, but don't uh, do it quickly. Like, uh, leave it for a couple of men. uh, seconds. Turn it on. Wait for a few seconds and then turn it back off.
109:00
Speaker 2
Oh, still no light. I used the new switch. Is it on? Yeah. Yeah, it's on already. There's no Yeah. Try, try turn the button, the, the, the one in zero. No, you don't know anything. You don't know. [silence]
111:00
Speaker 1
Okay. Alright. So I guess the note on showing up on the app and it's online. Ah, the note is still on. B? Still alive. Okay. Did you try to toggle, ma'am, the button? Okay. Alright. Yes, yes. Uh, switch it on again, ma'am. And if it's possible that you can possibly move it closer. Okay. So there might be a, based on what you have mentioned, ma'am, since there's no light on the second one. I'm sorry, the second child node, then there's a possibility that this is already a defective device. Uh, we will focus on the other node, ma'am, but transcription by cast, an online
112:00
Speaker 2
No, there's no light. Yeah. Yes. Like, ask him no. right child note, uh. Okay. Yeah.
112:00
Speaker 1
The best thing that we can do right now, ma'am, is for you to upgrade at least one parent node repair just one device and then you then used to work in nodes, you can use it as your child nodes or extensors.
113:00
Speaker 2
hey, Barilet, oh one minute, one minute one minute, yeah, OK, hey, face, my father's take, my father's dead like wait one minute, I saw my, no, so, no, no, I saw that. yeah, yeah, hold on. no, oh, boy, oh.
113:00
Speaker 1
So. what's that now we're it's a serious super flake mommy sir uh I'm sorry, it still turned off. uh huh yes okay that's good uh do a reset ma'am press and hold until the light on the top turns off and back to solid blue yeah 15 [silence] Yeah, since you just reset that. This is the guest room. How about the second router, ma'am? I'm sorry, ma'am, what is the light on the top of your first child? How about the second child node? [silence] Yes, how about the second child node, ma'am? What's the light on it? It's all red, steady or flashing? All steady, okay. But that other node
114:00
Speaker 2
I put back. No, no, because you asked me to you asked me to put back the wiring. I plugged it out. I changed wire. The adapter. Can can I can I do my second one first? It's red now. What do I do? I just do 15 time. You come out line. Oh, Gery. Don't mind. First two node is red now. What do I do? I I. Later. Ah. Sorry. Ah, what ah? Hello. That one, I don't know. That one in another room I. Uh, okay. The first child node is red. What do I do now? I mean it's all red. Red red red. All red, all red. Steady, steady. no, but I already set up the guest network, right, just now, I have to go out again. Yeah. I reset, because you asked me just now to reset, more, so I need to do again now. Bring all out bring all out bring all out. Bring bring out bring out need to go near the first one then can do. Bring out. I have a link to it. Bring it bring it bring it. No, no, no, you come. Money cannot help. You just plug it off the surface and plug it out. Yeah. Don't don't touch the bottom.
117:00
Speaker 1
Oh it's. uh okay on our not yet ma'am let me know if it's already uh solid red and it is near this is near Okay, red and near the parents node. Correct? Okay, let's go back to the Linksys page, ma'am, and then uh we will add it back. Yes. Uh Password, router password is just admin, a lowercase. Okay, and then go to connectivity first. Okay, under connectivity, uh go to the AR Outersetup. Yes. And then you will have an option to add. Yes. Uh, you will know if it's pairing, ma'am, because the light on your child node will blink red.
119:00
Speaker 2
Is it red now? It's near the perineum. Okay. At me, right? Okay. Device... Uh connectivity. See a router. What? Okay. Add wireless child... Uh-wee-ohm. Okay.
121:00
Speaker 1
It should be the two notes, ma'am. Yes. OK, that's good. OK, so we now have Yes, it doesn't matter, ma'am. Because later on, we will do it by sequence when we move it. But for now, yes. Let's give it three to five minutes to reconnect back to the parent note. Just let me know, okay? I'll just be on mute. Thank you, ma'am. [silence]
122:00
Speaker 2
yeah It's blinking wait but both I don't know which one to I think It's connecting to the yeah it's connecting to the master one first it doesn't It doesn't matter the order la right yeah okay okay thank you I didn't ask you don't talk okay ma can you give me very hot or sweat I'm gonna leave Han
122:00
Speaker 1
just go solid blue after three to five minutes for the two nodes.
123:00
Speaker 2
You don't do things. I didn't tell you to do things and you're not doing things. Okay? Okay, then I wait. Okay, okay. [silence] Am I supposed to wait until it turns blue? Oh, okay, okay, then I would. Okay, okay.
123:00
Speaker 1
good, okay, [silence] yeah, that's a k. that's rebooting them. that's, it's giving it time.
124:00
Speaker 2
Okay, [silence] one of bitten blue already. [silence] stable? [silence] stable yes. [silence] Or then it burned again. [silence]
124:00
Speaker 1
Yes, that's still booting up. Hopefully, this will go solid blue and then we will we can move it and uh, check. Uh, ma'am, I think there are some changes uh, happened on your house, which caused this node to misbehave. Because actually, it's really getting a very weak signal because of its signal strength. Uh, the signal strength, maam, is uh is uh 72 for the other for the first child node. But we will check as we you reset that one again, right? So we have to re add it back to your network and it might get good signal now. [silence]
125:00
Speaker 2
Yeah, done blue. The other one's still pairing. Okay. yeah. Uh oh Ah, signal strength is strong. Yeah. Yeah. Okay. Okay.
125:00
Speaker 1
we will check yes ma'am but we still have to check again right after it uh it was relocated or it will uh be back on the place because we are getting weak signal possibly yes yes possibly some changes on your network or one possibility, yeah. Um, there might be a chance that one of your neighbors have another router and it interferes your signal. yes that's one possible reason uh well we will wait
126:00
Speaker 2
maybe we can do a check before i shift it back to the room uh yeah but is it a location thing nah correct correct yeah okay ah ah okay wow man then what am i gonna do if that's the case huh
126:00
Speaker 1
for that last mode. Can I ask for one to two minutes? I'll just be on mute okay. Thank you, man.
127:00
Speaker 2
Okay. Okay, this is from. But at least he can don't on now now.
127:00
Speaker 1
[silence] Hello ma'am. [silence] Are we uh, I'm sorry, is that the uh second child? [silence] Yes, yes we can try that. [silence] If that will stay slashing them after uh [silence]
129:00
Speaker 2
[silence] Yeah, hello. [silence] Should I [silence] the [silence] the second child? Yeah. Should I kick on the child again? [silence]
129:00
Speaker 1
one to two minutes, we might need to unplug the first child node uh leave it off and then uh we will use that same uh outlet mem where you have your first child node cuz might be too far or uh it doesn't reach oh I see I'm sorry ma'am ma'am yes um for the child node collapse This should be added. Yes Yes Is it still flashing red? Okay. while we wait, can you go to
130:00
Speaker 2
Yeah. Oh, no, no, it's just side by side. It's It's nearby. Yeah. Can it interfere? I don't know. Can the signal interfere? I don't know. side by side. Oh, okay. Yeah.
130:00
Speaker 1
device list on the Linksys page. Okay. Do you see the node? The list? Just one node. I'm sorry. 30 dB. Oh, that's too near. 30 dB, but do you have the child node? How about the other one, ma'am? Is it showing up or not yet? Still flashing red. Okay. Unplug the first child node, ma'am. The node with the blue light. And then, yes, you can put it back, ma'am. And then, um while we're waiting, you can...
131:00
Speaker 2
Oh, got. If I say, yes. Yeah. yeah. One node. One in 30 dbm. But because it's outside, in in the. Yeah. Yeah, just outside there, Tania. No, not yet. it's still flashing red. Yeah. So I put it back into the guest room. Wow.
131:00
Speaker 1
change out the second child now, and then do a reset. Yes. Okay, let me try that first here. yes, unplug, and then plug. No, just... Yes. Yes. Yes. Yes, ma'am. Make sure to change the outlet, ma'am. OK. flashing red? OK. Leave it for a couple of minutes, ma'am. Let me know if it's back to steady red.
132:00
Speaker 2
I went to plug the other one in the guest room so now I want to do the the second child I'm going to press reset 15 times I mean 15 15 seconds one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen okay the red color ah no stable yeah it's going blue now [silence] stable group go
133:00
Speaker 1
What's the light in the second child node, ma'am? Red. Red. Yes. Yes please. Yes ma'am. Okay, let's just wait for something to route. So is your cell research is left fusion insights. Or is it still Solid red. Still no response. [silence]
135:00
Speaker 2
Wait. We are... still late, though.
135:00
Speaker 1
Now blinking red. Okay, that's good. That's good. Uh, let's give it a time to fully boot up. Uh, the two underscore entity type is the router and then the entity sub type is your modem. And so there's your IP address, uh, I have your IP address now. The guest one is blue now. Okay, so while we wait for the other node, ma'am, can you go back to device list?
136:00
Speaker 2
[silence] linking. Got linking. [silence] yeah. [silence] Check the room what color. [silence] V only. I don't touch. yeah. Okay. [silence] The guest room one is blue now. Yeah, and yeah, I I'm trying but um is he waiting?
136:00
Speaker 1
[silence] Yeah, that's okay, ma'am. Okay, so while we wait for that, um, go to the user interface, ma'am, and then go to device list. Let's check what is the signal strength of your parent, I'm sorry, of your first child now. Still the same. That means that there's real interference, ma'am, because before, yes, before you're getting good signal on that place, right? Already like that.
137:00
Speaker 2
I'm still connected to 2.4. Yeah. Okay, uh, it hasn't turned up yet, the code. Still flashing, wait. Yeah, I'm there. Ah. Okay, 74. Still the same, huh? Yeah. 75. Yeah. No. Where? Yeah, it's the same. Just now before I even reset, also the same. [silence]
137:00
Speaker 1
Hmm, I see. Okay. Will it be possible while we wait for the other node to connect? Um, ready. Study red. Okay. Okay, that's good.
138:00
Speaker 2
Okay, it's... I think it's coming. Weara, let me, let me refresh. Wee, let me see, just thought something came up. Your phone is it, you going on your phone, is it? Yeah, because you turn on your phone, I got one more device here. Can you turn off your Wi-Fi? My what? If you don't, what happened now, never mind. Yeah. It's not... it's, it's red. It's not blinking already, right? It's red, no. Yeah. How? Ah, it turned out ready. Yes. Eh, no, I'm, I'm a bit confused. Sorry, sorry. I'm a bit confused. What, what, why, what color?
138:00
Speaker 1
we're gonna do this about a month ago. And uh, you can you can do the need Such a social do we now have to solid blue Like okay, that's good dome remember. Can you go to device list? okay that's confirmed that if you now have two nodes on the, uh three notes rather parents then two child in the
139:00
Speaker 2
Blue, huh blue now? Okay, yeah can. Okay, okay. So how are no blue? Don't worry. Yeah solid blue. Yes, I'm there. There okay real is loading very slowly.
139:00
Speaker 1
three nodes okay um can you please un-block the second child node ma'am and bring it back to the uh same place where where it was before so that'll set up the uh 7 and
140:00
Speaker 2
Wah so so so Slow yeah there's three Three notes here um OK draw Draw it out and put back the back master room um Bother no more I'll just Oh okay yo you really want sorry to continue
140:00
Speaker 1
Okay. Yes, ma'am. And if you can go back to troubleshooting, Ma'am, can you remember how we did the HTTPS colon, two, slash? Yes. Yes, can you do it again and then send it again to us? Send.
144:00
Speaker 2
[silence] Cannot be quiet. [silence] Okay. Hi. [silence] Hello. It's turn blue already. Let me go back to the page. I'm trying to load the page. Okay. We are one minute because my connection was interrupting. [silence] Reload it. Yes.
144:00
Speaker 1
HTTPS colon 2 slash 192.168.1.1 another info.psgi. And then username is admin, password is admin. You are not connected to the parent node to the Wi-Fi. Okay, copy the the report ma'am, and then send it again to us. 404 not found.
145:00
Speaker 2
info cstan. cgi oh yeah yeah yeah hmm yeah [silence] admin where admin admin admin sign in okay [silence] 404 page 404 why [silence] yeah HTTPS [silence]'
145:00
Speaker 1
please use one transaction it's uh yes uh yeah transaction pardon yes and that it's not semi uh it's not semicolon ma'am it's colon the two dots uh well why am I wondering underneath this note here okay thank you let me just get that point first so they just double setup to
146:00
Speaker 2
Okay. 192.168.1.1. slash info-sis dot c-g-i-s.Cygna. CS info CS info. CS info. shit now, I got here, it is, uh, let me copy and paste. Okay. I sent you.
146:00
Speaker 1
[mumbles] you sent it to the same email, ma, right? Okay, okay, I got it, thank you.
147:00
Speaker 2
is there
147:00
Speaker 1
Okay, we will check on that, ma'am, we will know what's the reason why it's that slow. Just 16, right? 16 umbps. Mm-hmm.
148:00
Speaker 2
My internet speed in the master bedroom is sixteen Mbps. Yeah. Yeah. I'm using Fast.com. Yes, 6.3 down, upload is 2.6 MBPs. My God. [silence]
148:00
Speaker 1
Um ma'am, can you check under device list, ma'am, on the interface, if you have two nodes? awe. [silence] awe. Uh, 192.168.1.1 mem without the htps. 1.
150:00
Speaker 2
Yeah 1 Mmm 192. okay. okay Without login in device list, waiting, There are three nodes obviously, I've renamed them properly. yeah.
150:00
Speaker 1
Yeah, that's good ma'am. Can you tap each child node? I see. So there is really, uh, um, an interference map. Will it be possible that you can move, uh, or change the location of the child node, like move it a bit closer, hallway or maybe outside the room? Um, yeah, it's a location thing ma'am. It's really a location problem. Uh, if ever we can get around 65, at least 65dbm. on the parent's, ma'am. [silence]
151:00
Speaker 2
so the the master uh yeah the master bedroom one is 76. the guest room one is 75. yep it's already it's already quite near already. uh so it's a location thing lah.
151:00
Speaker 1
OK. hmm. Yeah. Yeah. Yeah ma'am. OK. Yes. You can check under device list ma'am. check if once you move the node if it will get good signal or lower than 70 DBM. It should be lower than 70 DBM. And ma'am, I will provide your ticket number if uh if you need to call us back or if you want to call us back, just provide this ticket number. Okay? Okay. OK.
152:00
Speaker 2
There are no other plugs anywhere else already. That's just, actually we have been using for years, it was fine. Yeah. I tell you, let me monitor over the next few days again then try and see whether I can shift some furniture or what around to make it like, I don't know. The second is very hard to reach too. I don't have access. Yeah. Yeah. Yeah. Okay, I call you back. I monitor and call you back. You will, you email me the ticket number.
152:00
Speaker 1
Yeah, if you want, I can email you the ticket number. I'll send it to you right after this call. Yes, yes, I'll do that, ma'am. Same email, okay? Huh? Yes. Okay, ma'am. I'll send it to you. I do really apologize for this very long call, ma'am. But thank you so much for your cooperation and for your patience. You're welcome. That's okay, ma'am. Thank you so much for your time, ma'am, and feel free to call us back if you need further assistance. And ma'am, just a suggestion. I will really suggest for you to upgrade at least your parent's node, since that will provide you more, yeah, at least one upgraded parents node. Wi-Fi 6 or Wi-Fi 7. It will provide you. Um, you can get any local stores, ma'am. Challenger, or if you want, you can get that in Shopee or Amazon. Yes, yes. Uh, this router is still under Wi-Fi 5.
153:00
Speaker 2
Yeah, can you, can you email me better? Okay. Okay. Yeah. No, no, thank you for help. Yeah, what can I do for you? Okay. Okay. Yeah. I don't know. Where do I get it? Kind of buy me. Two many years really they don't replace. Thank you. Mm.
153:00
Speaker 1
Oh, mom, we are already on Wi-Fi 6 and 7 right now. So if you can get Wi-Fi 5 still, if you can do an upgrade, it will be better. Yes, sir? If you want to do an upgrade? I see. I'm not sure about M1, sure if they can provide a router, but you can try to ask them first. Maybe they can give you a router. You can, yes, you can still use it, but I think they will give you a different router or a different setup. Yeah, you just have to double check with them. Okay, done. Damn it. Okay, I'm just kidding. I'll see you. Love you. Bye. Bye.
154:00
Speaker 2
now my one is which one okay okay okay or you try to never purchased again have I got to purchase a new router because I have not re-contract my M1 line you know but but if they give me a router can I use the one What you call it? Link sway one?
154:00
Speaker 1
We can use this, we can we can do Cascade, we can still use this as another network. Uh-huh. Uh-huh. Uh-huh. Um you are actually not, I'm sorry sir, but uh you're not actually paying for the router, are you? Are you paying for the Huawei box? Yes. the router the Huawei. Yeah, you always pay, yes, the payment you uh [silence]
155:00
Speaker 2
Thank you.
155:00
Speaker 1
You are paying for the internet from the huawei box because this router you have the sling sense these are only extenders or like a boosters. Yes, yes. Sure, I will really suggest sir, if you can upgrade at least at least one uh one links is developed sir. And then we can use the other three as a multi or extenders, like one wifi waifai six. Yes, yes, sir. So we will uh if you will do an upgrade. Yes, sir. But wifi waifai six, not the another same model. That will provide you more ah faster and will stable [silence]
156:00
Speaker 2
or uh i um yeah yeah i need a booster because my my location is quite uh bad but but uh i gotta how do you ratify it but uh uh upgrade then i have to buy a new one right uh yeah i can't use the same tent no i have got three you know uh so i usually need one more uh is it
156:00
Speaker 1
internet connection and wider coverage. So that might fix the problem. Uh you can look for that in Challenger or in um online shop sir or computer shop. I'm not so sure about Singapore price here sir but it's around ... let me just check sir. They don't have prices here but let me just check on this one, okay? Just a few seconds.
157:00
Speaker 2
So the A six where how do I how do I get it? How do I get a by five six tc? volger how much you think it cost?
157:00
Speaker 1
There's really no processor. It will be better if you will check on their website because we don't have any access on that and on our end. Yes, Wi-Fi 6. Okay. I will give you a model number, sir, so that you will not have problems on looking for that. Mhm. Wi-Fi 6 what is it on the gas?
158:00
Speaker 2
I don't know what the product is. You know if I know the product I can find it. Why why why do you call it Wi-Fi 6? Is it a connector? Is it? Okay. Can I just check with you. I'll just double check uh. What is the best system now uh for getting uh reception well?
158:00
Speaker 1
you just need at least one uh one Wi-Fi 6E or Wi-Fi 7. and then the other three nodes you can still use it so you will be using three uh I'm sorry four the parent will be your Wi-Fi 6 another Linksys device yes so you will have extended network moisture extended network um the parent node if you will get a Wi-Fi 6E that will cover 3000 square feet per device or per for the parent node only plus you will have another three that will work as your extender so still you will have wider coverage with four nodes mm hmm.
159:00
Speaker 2
The how jerry also, you mean the parent will become another child nodes, okay, okay, okay, okay, okay, wait before you continue, uh, okay, what I'm trying to tell you, uh, I'm staying in a h.d.b flat, okay, naz
159:00
Speaker 1
Yes. Yes sir. uh huh. uh huh. Yes. so we're that
160:00
Speaker 2
It's not it's not a landed property that has got big floor area, per square feet. Okay? My floor area is about 1,550. It's quite big. Okay? Because it's an executive flat, it's an apartment. But the problem is that the service provider, they can only provide the internet line. But like for coverage for the room, certain room, I think it's very difficult to get reception. That's why we used the Linksys to extend the what do you call it, the depth for receiving the signal. But now you tell me, the Wi-Fi six that the Linksys, this product is very good. It serves us for, I think, more than I think 10 years, I think. Eight to 10 years.
160:00
Speaker 1
[silence] Is there an option [silence] Sir. [silence] Um [silence] Yes sir, let me [silence] [silence] Yes sir, let me just uh inform me about this one, sir. [silence] Unfortunately, we don't have an on site technician in Singapore, sir. Only M1 can provide you an on site technician, but I'm not so sure if they can help you with the linkages. Uh sir, the reason why I'm asking, sir, if you can or I suggest that you will do an upgrade is because this router, sir, is still under Wi-Fi 5. And you're right now on Wi-Fi 7 technology. [silence]
161:00
Speaker 2
group 88, it's very good, but then I just don't understand why the the the thing is that we have to upgrade to what uh 6, is it, we're saying 6 or 7. My floor area is not really that big, you know, but is there a way you can maybe send a technician over to check my system here?
161:00
Speaker 1
Upgrades in the future or there's an upgrade here on your M1 modem, that router that you will have will be left behind. So the technology will stay on Wi-Fi side. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Yes. Yes.
162:00
Speaker 2
... ... ... ... ... wait wait wait wait wait wait wait wait wait wait wait wait i understand where you're coming from okay for a consumer for a consumer let me show an example now now the phone is using five g right okay i paid for five g phone but my line is a four g i have to upgrade to a five g line i have to pay them more money you know so what i'm saying is that i cannot compete with the with the telco to to i mean to pay more you know because every time when they change something like my phone is it's already caught up my apple for example the older model four g he sharp you're talking about.
162:00
Speaker 1
is it asking for a router fast word distance uh huh yes I understand that Mm-hmm. Yes, sir. I see. I I I I'm sorry. I I I I'm sorry. I I I I'm sorry. I I I I'm sorry. I thank you, sir. yes, Wi-Fi 6 or Wi-Fi 7. Yes, sir. Yes, sir. Yes, sir. The reason why. Yes. If that's the case, sir. OK. Here's the thing, sir. The reason why I'm asking, sir, is I would I suggest rather. I don't understand that. Yes. Yes, sir. Sir, the reason why I'm asking, or I suggest, there, for you to do an upgrade is because, there are upgrades here that you don't know that your talco is doing. So, without you knowing it, they do an update on your modem, on the Huawei box. Every time there's an update, sure, the router is not anymore updating because it's the firmware is already the last one. So, that router will be left behind every time there's an update on the Huawei. That's the reason, sir, we're having problems with the. Yes. Yes. Yes, they're changing, sir. And aside from that, sir. Yes, sir. Aside from that, sir, even if they. Yes, sir. Uh, aside from that, sir. even if they don't uh change yourModem sir there is really an update here on the Huawei. they might not have told you that but uh they do update uh often times like most of the time. okay. yes I just sent her the uh ticket number here for the reference. uh yes hello ma'am. hi ma'am uh yeah I just sent you the email. yeah I just sent you your ticket number you can call us back uh anytime that you need. yes yes that's your ticket number.
163:00
Speaker 2
okay, okay, I see, I see. Anyway, thank you for your time. So um, you will email my daughter, right? Wait, okay, you talked to the ticket number of OK you had the Once. Hello. Hi, hello. I'm here, I'm here. Okay, let me check. Oh, where is it? Uh, never received yet. Uh, new message. Show. Uh, L T S 001368200, correct? Okay, okay, can you send it?
167:00
Speaker 1
So you're welcome ma'am. You can call us back if you need further assistance okay? Okay. Thank you ma'am. That's yes, I understand. Okay, ma'am. Thank you so much for your time. Have a good evening. Please stay safe. That's okay ma'am. Thank you so much as well. Have a good day. Have a good evening. Please stay safe. Bye ma'am.
168:00
Speaker 2
Thank you so much. Yeah. Yeah. Yeah, I will. If you need me to do any like survey or what I can help you, okay? I'm so sorry. My dad is a bit hard to deal with. You can just email me. Yeah. Okay, okay. Thank you so much. Okay. You too. Sorry, take up three hours of your time. My gosh. Yeah. Okay, thank you. Thank you. Yeah, you too. Okay, take care. Bye bye.
168:00