V2 Rubric Detail — 36e06b46-7c90-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:50
Duration
59m 28s
Contact
Enrique Vasquez
Issue Type
Node connectivity / child node not connecting
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136741
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN got disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall69.5% (+23.5)

V2 Grader Summary

The agent applied technically valid troubleshooting steps including 5-press and factory reset on a WHW03, demonstrating correct tool use and ownership. While resolution was not achieved, the path followed KB guidance and rubric expectations for OOW devices. Communication gaps increased customer effort, but not to the level of critical failure.

V1 Case Analysis

WHW03 mesh: two child nodes solid red, unable to pair. Agent attempted factory reset on child (incorrect), then 5-press on parent (correct). Customer was on ISP Wi-Fi (Optimum), blocking access to myrouter.local. No UI access achieved. Recommend power-cycle nodes, ensure device is on Linksys SSID, retry 5-press, or factory reset parent and re-add nodes. Escalate if hardware fault suspected.

Troubleshooting Steps
  • Advised 25-second factory reset on the red child node
  • Guided customer through 5-press pairing on the parent node
  • Attempted to have customer access router UI via http://myrouter.local and 192.168.1.1
Key Observations
  • Customer was connected to the ISP (Optimum) Wi-Fi, not the Linksys network, causing repeated failures to reach the router UI — this was not diagnosed until 48:00.
  • Agent incorrectly advised a 25-second factory reset on the child node (09:00–11:00), which is not the standard first step for a pairing issue; a power cycle or 5-press should precede factory reset.
  • Agent correctly applied the 5-press method on the parent node (12:00–15:00), which is valid for WHW03 per KB.
  • Agent repeatedly failed to distinguish between search bar and address bar, leading to continued confusion (17:00–33:00).
  • No clear next step, escalation, or self-help path was established despite multiple failures.
Positive Highlights
  • Collected model number (WHW03) and serial number (20J10C6632003) early in the call (01:00), which is correct protocol.
  • Correctly identified and applied the 5-press method on the parent node (12:00–15:00), which is valid for WHW03 per universal_5press_models.md.
  • Recognized that the parent node needed to be reset to factory defaults when network confusion was identified (55:00), though the reset attempt failed due to no LED response.
Agent Errors / Gaps
  • Advised a 25-second factory reset on a child node showing solid red (09:00–11:00) — per KB, the first step should be a power cycle or 5-press pairing, not factory reset.
  • Failed to verify that the customer was connected to the Linksys Wi-Fi network before directing them to access http://myrouter.local or 192.168.1.1 — this was only addressed at 48:00 after 20+ minutes of ineffective troubleshooting.
  • Repeatedly confused the customer by not clearly distinguishing between the browser's search bar and address bar (17:00–33:00), leading to continued inability to access the router interface.
  • Failed to establish a clear next step or escalation path after multiple unsuccessful attempts — the call ended without resolution or concrete guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended with two child nodes still solid red and unable to access router UI; no resolution achieved.
R2 Met Diagnostic thoroughness conf 90%
Agent performed factory reset, 5-press pairing (valid on WHW03), attempted web UI access, and systematically isolated parent vs. child node issues — all relevant steps per KB.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting for an OOW device (WHW03 launched 2017), consistent with v3 rubric requiring support regardless of warranty.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent correctly identified symptom (solid red on child nodes), confirmed parent node status, and followed logical sequence: physical proximity → reset → 5-press → UI access attempt.
T2 Met Appropriate tools / resources used conf 90%
Used correct tools: 5-press method (supported on WHW03 per universal_5press_models.md), factory reset, and attempted admin dashboard access via myrouter.local and 192.168.1.1.
T3 Partially Met No misinformation conf 90%
Instructions were mostly accurate (5-press, reset duration, URLs), but agent incorrectly conflated search bar and address bar, causing customer confusion despite correct intent.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control and attempted transitions, but long silences, laughter, and looping on failed steps indicate loss of momentum and weak framing.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted by offering multiple access methods (myrouter.local, 192.168.1.1, Safari, Chrome), but failed to confirm understanding when customer repeatedly misidentified browser UI elements.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and persisted through multiple troubleshooting paths without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set a formal timeline, but implied ongoing effort; final suggestion to 'swap the node' was a valid next step, though not fully articulated.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Escalation was not warranted — agent was still progressing through valid L1 troubleshooting (reset, 5-press, UI access) for a known OOW model; hardware fault not yet confirmed.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted at this stage, so E2 is N.A. per rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent showed patience and persistence, but offered no verbal acknowledgment of frustration or repeated effort; empathy was implied but not expressed.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted by switching to laptop, trying different browsers, and simplifying instructions, but repeated 'address bar' without verifying comprehension, leading to continued confusion.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding through multiple access methods, but customer had to switch devices and repeat steps due to UI confusion, indicating avoidable friction.
Call Transcript84 turns · 95 lines
Speaker 1
and a Balling car. Hey, how you doing? I'm calling because I'm having problems with my router. Yes, isn't that? I'll give you the model number right now. It is W. your line. Eric Shea. Ray White H.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be 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.linnksys.com for more information about your product. Thank you for calling LinkSys. This is F. How can I help you? Hello? Okay, so you're having uh issues with your Linksys router. Sir, can I have the model number and the serial? Thank you.
00:00
Speaker 1
Why? I'm at WHW. WHW03. [silence] Correct. The serial number? The serial number is 00 how do you do it? Because I need to know. Okay. I need to get the documents. Serial number is 20J10C6632003. Correct. Correct. I have three. Well, two of them. I had this problem a while back. I don't know why it does this, where two of them turned red. The light is red on the top. And one is working because I... What was that? No, that's not... Yeah, I think it's like my sons. But I didn't put nothing under the like the parental discretion or whatever for the control settings or anything. So this is the second time this has... This is the second time that this is going on. I don't know. It's not the router because I'm... I'm using the router. [silence] Yeah, it does.
01:00
Speaker 2
And how many nodes you have in total, sir? Yes, what seems to be the problem? So is that the child node? Is it the child node that are not connecting? Kay, sir. Okay. All right.
02:00
Speaker 1
Correct. Yes. Say that again, I have three, yes. Yes. That one's working, yes. That one's connecting. Yes. Yes. [sic] are not working. Yes. Correct. But then I gotta, I have to unplug it though. That's the thing. Ordering is broken. That's why it's just not.
03:00
Speaker 2
So, your, your main node is working, right? The one which is connected to your Optum Modem. The main or the parent node? Because you have three nodes. One is connected to your Optum box, is that working? The one which is connected? That one is working. So the other two are not working, right? Okay. All right, here's what we're going to do, sir - Can we move them close to the parent node? Okay, so since those are Yes, we need to unplug it. I mean, just to move it. Let's close to the parent node, like, five to six feet away, so we can pair them back. Okay. Because since the child nodes, the two are actually child nodes, so they got disconnected from the parent node. So we need to pair that back. Yes. Yes, sir. Once it's paired, then you can always, uh, uh, relocate them back. Okay. Sure, sir.
03:00
Speaker 1
I'm having problems just connecting it because it's behind a lot of stuff right now. Um, so basically I'm going to have to call you guys back and when I do it you're going to have to, so we have to, did you get yours? Okay, okay hold on. I have one. Hold on ma'am, hold on. Alright now I have to have both of them, I got one, I have one here next to the mother now. Okay. Okay. Okay. Okay.
06:00
Speaker 2
Okay, sir, not a problem. Okay, we can actually work on one node, okay? Yeah, because you will definitely do the same thing. If you're able to disconnect that later on, then just do the same thing with the other node, okay? So we'll work on this one first. So what are you gonna do? Yeah, just plug it in. Plug it into the power. [silence]
07:00
Speaker 1
Hold on give me a second. OK. It's. Wait. It's on. It's on but wait I plugged it in and then it went away so it'll come back I guess. [silence] Okay I see the light it's on but it's like dimmed down now. Blue. Blue solid blue. Correct. No it's not on now it's red. Now it's red. Solid red.
08:00
Speaker 2
Okay. Okay. Okay. Um, and uh, what color is the light? Is it solid red? Is it solid blue? Okay. Okay. So if it's solid blue right now, sir, um, that means it's connected. Uh,
09:00
Speaker 1
correct. it's solid red. not blinking at all now. okay. hold it down. right? okay. see the ribbons. one month each queen. yeah. yeah. yeah. what do we do? I wanna see it's red. do you watch the ball ground? [silence]
10:00
Speaker 2
it's solid red. Okay. All right, so now it's solid red. It's not blinking anymore, right? Okay. All right, let's just uh do a reset on that 12th node first. So, kindly press the reset button at the bottom for 25 seconds. Okay, at the bottom of your uh that node there. service that. Yep. Just press and hold it, hold it down for 25 seconds.
10:00
Speaker 1
Alright, release it now. [silence] Okay. Yeah, there's no lights on now. Okay. Okay. Okay, solid red still. Come on. Yes, correct. Bro, move this. Okay, the main one is connected to the router modem, okay? The resil...
11:00
Speaker 2
It's now, uh, it's solid, right? [silence]Okay. [silence]All right, now, can we go to your... [silence]main uh nodes, sir? [silence]One which is uh connected to your modem. [silence]Yes. So let's do, let's perform a five press on the parent node. [silence]This is the for us to pair. [silence]Um, just - no, no, no. [silence]Come on. Can you hear me?
12:00
Speaker 1
Say. that again, just press the reset button just one time. Oh, press it five times, Okay. okay. okay. okay. Okay. silence.
13:00
Speaker 2
Do not press and hold the reset there. Just do a five presser. Kindly press the reset button five times. So just press the Oh, no. Five times. Press the reset button five times. Okay. Just press it once. Yeah, press it once. Do not press and hold it. Just press it once and do it five times. It's like press, release, press release, press release. Five times. Okay. So is that done? [silence]
13:00
Speaker 1
Yes, it's done. the child one is red still. No, it's just red. No, solid red. literally like two, like eight inches away from it. Nothing. Nothing. Solid red. Should I, should I press it five times again? All right, hold on.
14:00
Speaker 2
All right, can you check the lights on the child note? Is it Does it blink or is it blinking right now? Or And how far is that child note from the parent note? Okay. No changes on the on the child note. Still no changes right now. It's still solid red. Yes, can we do it again on the parent note? He's maybe you were not able to press it.
14:00
Speaker 1
Alright hold on. 1, 2, 3, 4, 5. Still nothing. I pressed it. There we go. [silence] And it's like do things. Yes, but the computer have, but I don't I can't. I need the Wi-Fi. I don't know how to put it. so like. [silence]
15:00
Speaker 2
propper Lee sir so just try again still no change on the light all right do you have any computer available
15:00
Speaker 1
No. No. I have an iPad. iPad pick up the iPad. Yes, hold on. Okay, what should I do now with the iPad? Yes, it is. Yes, we are connected to our network, right? Yes, we are.
16:00
Speaker 2
You don't have a laptop available or maybe an iPad? How about iPad? Okay, make sure you're connected to your network. Is the iPad connected? If you go to Settings, Wi-Fi, you're connected to your own network, right? Okay. All right. Can we open up a browser? Do you have Google Chrome installed on that iPad? [silence]
16:00
Speaker 1
ah, should have. Hold on. Okay, what do you want me to do? I don't have the three dots. This is not Google. This is just regular Google. Top right corner. So if that was. Where next to the images? Okay, now what? A what? No. No.
17:00
Speaker 2
So finally, tap on the three dots on top of your browser on Google Chrome. It's on the top right corner. Yes, the three dots. Okay. Select that. And do you have an option to request that desktop site? Request desktop site. or desktop mode anything like that no option well um when you open up google chrome just uh on the address bar just type in this uh sir that would be http colon slash slash [silence]
17:00
Speaker 1
because yeah, but it doesn't it's not it's not I have it, but it's not highlighted. It's like I can't click on it. Yes. Oh, hold on, hold on, hold on, wait, wait, wait, you said colon, no, colon is this. Oh, the core. The two dots. Okay. Slash what's the one? Cause I'm talking, what's after slash? I'm sorry. No, after.
19:00
Speaker 2
request desktop site do you have that option oh, it's grayed out okay all right that's fine so, on the address bar just type in this address or this link okay that would be HTTP yes, H-T-T-P-colon slash yes, colon slash slash that's the two dots yes, H colon slash last it's the symbol yeah symbol now,
19:00
Speaker 1
Okay. Okay. okay okay okay okay now what accessing the link says here yeah you want me to click on access because that link says smart Wi-Fi router there's access it accessing the link saying smart Wi-Fi router that's the only thing the pops up how to access links router web interface yeah HHT HHT
20:00
Speaker 2
After slash, that would be my router dot local. Again, that's HTTP colon slash slash my router dot local. L O C A L. Now, press enter. Okay, what did it say there? What options do you have? Okay, sir, did you get search results? Make sure that you type that on you type that link on the address bar.
20:00
Speaker 1
https colon forward slash my routers dot local. Oh the address. but hold on. Okay. Yeah I know. Okay. That's it. Okay. Hold on. It's loading. It's loading. Hold on. It's loading.
21:00
Speaker 2
yes http colon slash slash my router dot local make sure you type that on the address bar not on the search okay the address bar is right on the very top [silence] okay
21:00
Speaker 1
[ ] Yes or no? no no [ ] Why are you not doing that? Okay I just [ ] It sounds still saying the same thing accessing the Linksys smart Wifi router how to log into Linksys dual band Wifi. um Two phones? No. Go on images. No. No. Hold on. This is like... Hold on. Hold on, man. No. Like, what did you do? I don't know how to get... Oh, my goodness. No, you got to go back on the Google Qu... Okay. HTTP colon slash...
22:00
Speaker 2
okay, um, do you see the image of two phones or... Okay, how about this? Can we try HTTP colon slash slash 19216811 solely just 1921681.1 solo?
23:00
Speaker 1
Uh-huh. That one, that one. Now, like I like a little error sign. Like, I don't know, like. Now error sign is coming up on it. So, like, I don't know what it is. It says just like the error of the triangle, I guess, the exclamation mark. 192.168. That one, that one. Why are you keep doing? We can't just reset the the the link list altogether, like in through like a master reset to it to connect it back to my modem. Uh.
24:00
Speaker 2
uh... it's a one six eight dot one dot one and then press enter. Well, the parent node is already working, sir. Okay. We're just trying to reset. Uh, yeah, the problem right now is just a child nodes not the parent. No, so we just need to add them back
24:00
Speaker 1
How about we were to reset it again for the 25 seconds? I do that step from the beginning. We only did it one time. No, okay. Yeah, it's red still. It's solid red. Yes. You want me to try that thing again? Now hold on. Let's try the first one in gaming. Is that this one? Mm-hmm. So let's go HTTPthat,that local.
25:00
Speaker 2
And the problem is it's not added using the 5-press pairing, so we need to use another option, which is adding it using the interface, the user interface. No, it's okay. It's okay. Can you check the lights on, I mean, the LED light on the child node? Right now, it's still red. http:// myrouter.local.
25:00
Speaker 1
Yeah, I don't see anything. It just what pops up is it says passwords and access links. It's Linksys Smart Wi-Fi manually sending up the link. It says dual band Wi-Fi router. Okay. Let's do it again. The very top one says. Yeah, but when I'm putting that in, it's the same thing it's giving me whether if it's in a search bar or the very top. Thanks.
26:00
Speaker 2
yes sir it seems that you're typing that on the address bar i mean on the search bar not on the address it's giving you search results it should be right on the very top it it's where you usually yeah that's that's where you type the can we try again all right let me just track the ip address of that ipad so can we go to settings and then wi-fi
26:00
Speaker 1
All right, okay, we'll go on the, okay. It's 192 dot 168 dot 1 dot 248. 192.168.1.1. Okay, hold on. Okay, three. 54
27:00
Speaker 2
Okay, now, uh, kindly tap on your network. and then just click on the I thing. Uh-huh. What about the router? Okay. Yeah, exactly. You should be able to access the, that, uh, page there. Um, can we try Safari? Yes, it should be on the very top, on the address bar. Uh-huh. And again, it's HTTPS.
27:00
Speaker 1
HTTP. Okay, so if you say the top, the top, middle, right? That's where it's at. That's all I'm seeing. The very top. The very top is right here. I see like search or enter website. Correct? That's where I'm at. Okay, HTTP. Hold on. Colon. Slash slash. 192 161. Okay. So now it says login admin. That's what's coming up now. There's Google Play. What's it doing? Is it running around? [silence]
28:00
Speaker 2
Not search. Not search, because that's the, uh, that's the search option. Yes, that's it. http://192... yes, 192.168.1.1. is it asking for.
28:00
Speaker 1
I don't see it, man. I don't see it, man. No, I I do not have that man. I've never had that. It's far. It's about 20 ft, more than 20 ft. No, it's not. That's why I was using a that's why I'm using it through Ethernet for the computer for the tower.
29:00
Speaker 2
OK. Do you have the Lynx Sys app installed on your phone? We can actually use the how far is your computer from the from the parent node there? Is it able to connect to the network? Is it connected?
29:00
Speaker 1
No, I did before but I don't have it now. Okay, hold on. Explain to my son again cuz maybe I'm doing something wrong. I don't know cuz you're telling me the the search bar. Okay, here, explain to him where you're going to go in the thing. Hold on. You're telling me the very first the top, right? Hold on. Okay, we're on Chrome. We're here.
30:00
Speaker 2
uh it doesn't have any uh wireless. Um okay. Yeah because actually sir, since we're unable to access it using your iPad, um we don't have also the link this app on your phone. So uh we really need to use your computer in order for us to to do this. Uh can we try to unplug the power of your Okay. Can we go back to Chrome sir? Can we open up Chrome again?
30:00
Speaker 1
Yeah, it's open, man. Yeah. OK, where the microphone is at, right? Hold on. What's that? Thank you. That's the way.
31:00
Speaker 2
Okay, now once you once you open up Chrome on your iPad, it's just the address bar is, you know, it's the one on the very top where you see the three dots. That is the address bar. Where you see the the star, the the refresh thing that's the address bar. Beside the cycle thing, the cycle symbol.
31:00
Speaker 1
[silence] Ipsy's circle the G, correct? that's where I'm at. uh. [silence] I don't know about use chrome. um, okay, there it is, okay. um, okay. Uh [silence] I'm gonna open it, hold on, okay. Uh huh. Uh search Google or type URL, uh the address bar. The address bar is the one on the top, right next to the two arrows, the left and the right, and the one that's going to the right side. Yes, and that's what I'm doing, I'm that's what I'm doing. I and then you want me to put HTTP: uh, right? What was it again?
32:00
Speaker 2
That's the address. when you open open Google Chrome, does it say new tab? No, that's the search bar, sir, not the address bar. Yes, yes, that's it. That's the address bar.
32:00
Speaker 1
colon, slash, slash, HTTP colon slash yeah, that's what I did slash slash 192 dot 168 incorrect, it gives me the error. Like, I don't know why it's giving me this error code here. Like the error with the numbers only. It just says on the search bar on search is like a triangle with exclamations. Looks like a it's like a virus. You don't even. I don't know why it's doing this. It's not letting me get into wherever I'm supposed to go to. After the search,
33:00
Speaker 2
[silence] [laughter] [silence] [laughter] What error?
33:00
Speaker 1
Uh no, wait. hold on. I actually do. So let me get you a laptop. Get on your laptop really quick. Your connection is not private because it's not - it says not my connection. So that's a - Go to advance, okay? Okay. Advance. Proceed. Proceed? Okay. There we go. Okay.
34:00
Speaker 2
do you have another device aside from your iPad and another wireless device that's it that's it yes that is what we're uh aiming for s just go to advanced and then if you see there continue yeah proceed yeah proceed [silence]
34:00
Speaker 1
{ dont have any audio attached. }
35:00
Speaker 2
OK, what did it say? Is it still trying to load or what? Is your laptop connected to your network right now? Can we try again, sir?
35:00
Speaker 1
[KEEP_UNCERTAIN] It could be regular, Google or Safari, right? you said okay okay hold on I'm gonna go under the search bar go to search bar there there's no search bar you have to download Google hold on hold on I had it you is it just regular Google no chrome [silence] [silence] [silence] [silence] [silence] Hold on, 'cause we have to, it is downloading. [silence] We're almost there. [silence] Okay. [silence] [silence] [silence]
36:00
Speaker 2
it's it trying to load now okay so while waiting for that can I put you on hold for just about three to four minutes I'll just check something okay all right hello citizen hello yes my thank you so much for uh patiently waiting I apologize for that long hold yes so uh hi sir uh yeah uh um did you get something yeah on the add yes it's http colon slash slash 192 .1 68 .1 .1 and then press enter 192 [silence]
37:00
Speaker 1
Uh huh. Uh huh. Uh huh. Okay. This says this page isn't working. 192.168.1.1. It's not working. Why is that? I tried from three different devices. No, it didn't let me. But it didn't let me. It cancels it out and leaves me on a blank page. Yeah, when it gives me
45:00
Speaker 2
okay . 168 . one . one . okay we were able to do the I mean, you you were able to see advance earlier, right when you you mentioned earlier you you go to proceed or something can we do that again it's a blank page okay all right provide open connect type in our laptop
45:00
Speaker 1
Give me that error that I to go to advance. It doesn't let me go further. So Plug the power. That's what I was saying from before to do a manually reset, right? Hold on. Okay. Okay, it's unplugged. Okay.
46:00
Speaker 2
You got a blank page? All right. Okay, we'll just have to do this instead. Can we turn off your parent node? Sir. The main one. Unplug the power. Yes. Just unplug the power. No need to, no need to reset it. We'll wait for 30 seconds before we plug it back in. [silence]
46:00
Speaker 1
Yes, I do I have them, the copy of it. of it. solid blue okay
47:00
Speaker 2
Sir, can you, I mean, do you have a copy of your Wi-Fi settings like your wireless name and the password. Did you take a note of that? Okay. All right. 'cause if ever there's a need for us to reset the parent node. Yeah, we need to reconfigure everything. All right. Can we plug in the power back? Just make sure that the light is solid, it should be solid blue on top. It takes a time for it to stabilize so we need to make sure it's stable.
47:00
Speaker 1
Yes it is a solid. [ silence ] good man. [ silence ] my arm. [ silence ] correct. [ silence ]
48:00
Speaker 2
All right. So, right now, is it it it's uh remains solid blue, right? Okay. All right. Can we go back to the to the laptop again and try to access http make sure first that you're connected to the network, okay? If you go to wi-fi on your laptop, what is the name of your network, sir? I'm sorry, my optimum. Okay.
48:00
Speaker 1
[silence] Hello? I'm sorry. I had you muted. I'm already connected to it, so what do you? [silence] Hold on. Hold on. What do you want me to do? Hold on, hold on, hold on.
49:00
Speaker 2
a optimus all right so a near okay all right so can we try to access that again http colon slash slash let's try my router dot local first okay let's try that link first
49:00
Speaker 1
Okay. Okay. Okay. Okay. H T T P. Okay. Okay. Okay. What do you want me to click on? Same thing. Same thing like before. All those are options. No, the same thing. Yeah. Okay. H T T P. Okay. This is a laptop. It's giving me the same thing like it did before. That is good. H T T P.
50:00
Speaker 2
open a browser open Google Chrome. I'm going to write router.local. are getting search results again. Is that on the laptop sir or your iPad?
50:00
Speaker 1
colon colon HTTP colon slash slash mylocal router dot right my router my router dot local yeah all the way in the top yes What's wrong Capital? That is what you hold yourself yourself Are you calling
51:00
Speaker 2
myrouter.local on the address bar. Not on the search. Because if you type on the search, you will get search results. You will get a lot of options if you type that in the address bar. I mean, on the search bar.
51:00
Speaker 1
I don't know if this not coming up http: myrouter.local. Here we go. The only option that's coming up is the same thing like before access accessing the it says smart Wi-Fi router, password and access. It's nothing. It says manually setting up the link says smart Wi-Fi router access password. Click on that. Uh up up. There's many options. There's.
52:00
Speaker 2
It's not okay. It's okay is it not asking for the router password? Is it asking you to sign in or do you see the image of phone? It doesn't have that option. Okay, it's not asking for password or like access router.
52:00
Speaker 1
no it doesn't say access access the link to Linksys Smart Wi-Fi router user interface. And it says passwords and access is another one. Okay. I got another page router login and setup Netgear. And it says yeah. Ma'am, I I I I did what you told me to do and I'm telling you the options that's on the search bar on the bottom. All the options is coming up.
53:00
Speaker 2
Okay. Yeah, I'll yeah, we're really just getting a different page, sir. It should be, you should be getting that's that net it says Netgear. Okay. are you connected to the linksys network, sir or to a different network? Okay. Yes. Um hold on. I'm just asking if you're connected to your, you have optimum, right? I mean is your optimum a gateway? Is it a modem router or is it a plain modem?
53:00
Speaker 1
It's the router with the modem, but I don't have it set up like that. Yes, it shows. Yeah. The optimum comes up. I'm connected to the I'm I'm connecting to the optimum. The link says it has not never had it set up like that. Like, where I only had it, they took the when I called up the company, they have it off the router. I don't know how they did it, but I have the wireless. That's why the link system for the tower.
54:00
Speaker 2
If you go to your Wi-Fi, are you able to see the optimum network? And are you now connected to the optimum network? Or to the link is network? Did you set up the same name for the? yeah, so you name the linksys network as optimum?
54:00
Speaker 1
No, I never renamed it. I never renamed it. I never had it set up as a, I never had it set up as another name. And this is like, the, the, the. Oh. Okay, so what do we do now? Hold it down to power it on, right? Main one. Okay, 25 seconds.
55:00
Speaker 2
Is that right, Sir? So what was the network name that you set up for Linksys? Okay, okay, um, alright, I think we need to reconfigure the uh, the router here, cause uh, it seems that there's a confusion between your your Optimum and your Linksys network. Right now we're connecting to the optimum, that's the reason why we're not getting into the router page, sir. We're not getting the page cause you're connecting to a different network, not to the Linksys. So okay, can we reset the parent node to factory defaults? Kindly press and hold the reset button on your on the main one to 25 seconds. Yes, press and hold the reset
55:00
Speaker 1
was on to do the government. It's over. No because I need No, it's not blinking. No, it's solid. Do you wanna wear it? Nothing is not blinking it's solid blue, solid blue.
56:00
Speaker 2
Okay, so you've pressed the reset button and is the light blinking on the link suss? Right. So even if you press the reset, if the it is um there's no reaction on the light cir. Okay, sir, uh. When we make sure that you press the reset button because once you press the reset button, the light on top should blink, it should turn off and that should blink. The blue light should, uh, it once you press the reset button, the light on top will turn off, and the blue light, um, you would be able to see the blue light there. Okay? The blue light should appear, and then just keep pressing it for 25 s. Yes, just press and hold it for 25 s. Hold it down.
56:00
Speaker 1
[silence] I let it go in, it's still solid. I don't know. I don't know what's going on, man. [silence] Nothing's reset at all. [silence]
58:00
Speaker 2
It's not resetting. It's still solid blue, even if you. [silence] reset 1. Ok can we try the the other node, sir? can we make the let's just swap your node.
58:00