V2 Rubric Detail — 38b2bca6-6446-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:00
Duration
52m 30s
Contact
Larry Bronstone
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132841
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall84.5% (+18.5)

V2 Grader Summary

The agent successfully restored full functionality to the customer's MX5500 mesh system by diagnosing and resolving a WAN connectivity issue, including password recovery and Wi-Fi reconfiguration. Technical accuracy and troubleshooting were strong, and ownership was maintained throughout. However, communication gaps — particularly in adapting to the Chromebook environment and reducing customer effort — limited the overall experience. No escalation was needed or warranted.

V1 Case Analysis

MX5500 parent node not receiving WAN IP; performed power-cycle, password reset via myrouter.local, confirmed missing WAN IP, updated Wi-Fi security to WPA2/WPA3 mixed; network restored.

Troubleshooting Steps
  • Power-cycled Verizon ONT/modem and router, waited for stable lights
  • Connected Chromebook via Ethernet to verify DHCP lease (192.168.1.37)
  • Accessed router UI via http://myrouter.local, bypassed certificate warning
  • Reset admin password using recovery key and set a new compliant password
  • Checked WAN status in Troubleshooting → Report, identified blank Internet Address
  • Re-powered modem and router, confirmed WAN IP (108.31.176.46) appeared
  • Updated Wi-Fi security to WPA2/WPA3 mixed and applied changes
Key Observations
  • Agent ultimately resolved the issue and confirmed connectivity with the customer.
  • Call involved a paid-support upsell after confirming out-of-warranty status.
  • Agent made significant protocol and efficiency errors, including misidentifying serial number, incorrect warranty statement, and inefficient troubleshooting flow.
  • Agent provided correct technical guidance aligned with the KB (myrouter.local, password reset, WAN IP verification, Wi-Fi security update).
Positive Highlights
  • Provided correct URL (myrouter.local) and walked customer through bypassing the certificate warning at [23:00]-[25:00], aligned with KB guidance.
  • Successfully guided customer through admin password reset using recovery key and enforced password complexity rules at [27:00]-[30:00], consistent with KB instructions.
  • Correctly identified missing WAN IP in Troubleshooting → Report and diagnosed upstream connectivity issue at [35:00]-[36:00].
  • Properly instructed power cycle sequence: modem first, wait for stable lights, then router at [37:00]-[40:00], aligned with KB best practices.
  • Confirmed resolution by having customer test Wi-Fi on mobile device and verify child node status at [48:00]-[49:00], ensuring operational closure.
  • Sent receipt for paid service and confirmed closure appropriately at [51:00], following protocol.
Agent Errors / Gaps
  • Misinterpreted customer’s spoken serial/MAC information; initially confused MAC address for serial number at [02:00] and failed to correctly capture or verify the serial number despite customer providing it phonetically.
  • Incorrectly stated that a January 2023 purchase is out of warranty (3-year warranty would still be active) at [03:00], demonstrating a material misunderstanding of Linksys warranty policy.
  • Gave Windows-specific 'IPconfig' command to a Chromebook user at [20:00], failing to confirm operating system before issuing instructions.
  • Long periods of silence and repeated prompts (e.g., [08:00], [26:00]) caused inefficiency and poor call control.
  • Failed to confirm physical access to the recovery key before instructing password reset, causing delay when customer had to retrieve it from wall mount.
  • Repeatedly asked 'Verizon' multiple times at [04:00] without adding value, indicating poor focus.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at the end: 'Ah, I have wi-fi now. Wonderful.' and 'the two are solid blue... they're hooked up and working.'
R2 Met Diagnostic thoroughness conf 96%
Agent guided through power cycling modem/router, factory reset (implied by red light), password recovery, IP verification, and firmware/Wi-Fi settings check.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but still provided full troubleshooting path instead of dismissing; offered paid support as per policy.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified solid red LED as symptom, diagnosed lack of WAN IP, verified physical connection, and confirmed resolution via IP address change.
T2 Met Appropriate tools / resources used conf 95%
Used http://myrouter.local, Chromebook network settings, and physical power cycling — all appropriate tools for diagnosing connectivity.
T3 Met No misinformation conf 96%
Correctly instructed use of http://myrouter.local (not HTTPS), recovery key reset, WPA2/WPA3 mixed mode, and DHCP verification per KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but failed to set agenda, had multiple long silences, and transitions were unclear (e.g., sudden shift to payment).
C2 Partially Met Confirmed understanding conf 87%
Told customer to 'click on start' and 'type IPconfig' despite using a Chromebook; later adapted but initial mismatch caused confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, completed troubleshooting, and honored the paid-support agreement.
O2 Met Proactive follow-through conf 95%
Issue was fully resolved during the call; no further steps or callbacks were required.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent said 'I appreciate your time and patience' and apologized for length, but empathy was generic and not deeply personalized.
X2 Partially Met Tone & rapport conf 85%
Maintained professional tone but initially failed to adjust to customer's technical level and device type (Chromebook vs. Windows).
X3 Not Met Overall experience conf 90%
Customer had to repeat IP address and re-enter passwords multiple times; agent asked for information already provided.
Call Transcript96 turns · 101 lines
Speaker 1
Hi, I have a, uh, I, that's probably out of warranty. Um, but I, my router stopped working. I've, I've got the velop uh uh three routers and um I used a
00:00
Speaker 2
[silence] welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance press 1 now. For out of warranty product, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you. Thank you for calling Linksys. This is Epi, how can I help you?
00:00
Speaker 1
signal tracer to check a uh a wire uh ethernet cable and it stopped working my uh my internet is working I have files but the router is not and I was hoping you'd help me get it back online. correct. I've got um it it it says um well it's red that's on on the correct. well I I unplugged one of them but yes. fact I I think the other two are unplugged. um I just have the main one in the garage hooked up right now.
01:00
Speaker 2
Okay so you lost connection on the router you're unable to go on line right now all right sir you have three nodes in total right and they're all red all right okay [silence]
01:00
Speaker 1
Sure. All right, let me see here. Um, so it's an MX 5500, and it's um, hopefully that's good enough, and the serial number is 2 Z like zebra, P Paul, 5 I Ida, C Charlie, A apple, V Victor, W whiskey, 8. Uh, I'm reading, I'm reading the password. Okay. Uh, okay, okay. Gotcha, got you. I I wrote it down, so I have it in my phone. Um, it's 43K like king 1
02:00
Speaker 2
Uh, serial number, sir. Maybe you're reading the Mac address or the password? Oh, not the password. Um, it should be the serial number, as and
02:00
Speaker 1
0 m like merry two six B boy two two one eight eight and I have the Mac address and they're I don't know. Let's see. uh January 28th, 2023. Is that still under warranty? So so it's off by by four months.
03:00
Speaker 2
okay and how long have you been using this device okay no sir because if you happen to purchase it january 2023 the warranty is actually three years from date of purchase so it's already out of warranty yes that is correct
03:00
Speaker 1
Okay. But can you, can you help me try to get it back online?
04:00
Speaker 2
Yeah. Um, search is to. Yes. Uh, let me just create a record for you here. So can I have your name? Is it Larry Brownstone? And your email address. Yes. Sir. And who is your internet provider? Verizon. Okay. Uh, Verizon. Okay. Uh, Verizon. Okay. Uh, Verizon. Okay. Uh, Verizon.
04:00
Speaker 1
I'd like your I'd like your help how much does it cost okay I'll go for that.
05:00
Speaker 2
Okay. All right. So, based on our system, your device is already out of warranty. So that just means for Larry, you're no longer covered for free technical support. Okay. However, we can give you two options for this. Okay. It's either you can go for our website, which is support.linxis.com. You can find their articles on how to set up your mesh router, which is the MX5500. You can also take advantage of our AI tool at the bottom right. You can ask our AI agent how to configure this particular device. Sorry. Actually, it's $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes, sir. So this service is non-refundable. Okay. So if ever the device is deemed to be defective, we can no longer have it replaced.
05:00
Speaker 1
Yeah. Correct. That's what I figured. Okay, I assume you want the other two routers unplugged, correct? Okay, last time I, the last time you people helped me do it, they asked me to disconnect it and do them one at a time, but that's fine. Well, um, you want me to do that? Okay. Um, alright. Uh, do you, do I need to, do I need to power? I guess I need to power them. Let's see. What is uh, this this must be it. Okay. I don't know what I'm doing. Click! Okay. You told me to, uh, unplug it, and then power it up. Guess I did. Hey, it came on.
06:00
Speaker 2
Yeah, you can, you can gather all the nodes in one place. So just make sure that they're- yes, while waiting, sir. We just need to plug them in and just make sure that, it's uh,
07:00
Speaker 1
[silence]
08:00
Speaker 2
Oh, you're cutting out. I'm sorry. What was that again, sir? Hello? Okay. Yeah, I can hear you now. It's OK. I do have your number here. In case the call gets disconnected, I'd be able to call you back. [silence]
08:00
Speaker 1
The floor is better. Okay, so I'm in the garage. Um, do you want me to, you want me to plug all three of them in, is that correct at right now? Okay. All right, bear with me a minute. All right, let's see, and this one, um, alright, I guess I'm gonna need to add that to be in here as well. Um, [silence] and push it a little bit back a little bit. Okay, this looks beautiful. Uh, now I will plug this one in. Here we go. [silence] it. Hmm, let's see. Do
09:00
Speaker 2
mm-hmm. Yes. Yes. Yes. Hmm. Yes.
09:00
Speaker 1
All right. They're all plugged... They're all plugged in. American Express Okay. American Express is okay with you. [silence]
10:00
Speaker 2
Okay, alright, thank you for that. Now, we will process the transaction. Okay, so please get ready of your credit card information. I'm sorry. Okay, yes, yes. Now, let me just stop the recording. Sir, for security reasons, so just hold on please. Let me do that now. Okay, so we're going to be using American Express here. So what's what is the name that appears in the card?
10:00
Speaker 1
Silence.
11:00
Speaker 2
and then what is the card number? [silence] and the uh expiration? [silence] What about the security code? [silence] Okay can I have your zip code, sir? [silence] I'm sorry? [silence] [REDACTED_PAYMENT_DIGITS][silence] okay. [silence] All right, so let me just place the order. [silence]
11:00
Speaker 1
fine okay fine okay correct Yes. Yeah, what does that mean? It's there's a there's an RJ 45 jack, uh, coming out of the Verizon Modem, and that's the only place you can plug it in. So I guess the answer would be yes.
12:00
Speaker 2
Resume the recording. Okay, so we can start with our troubleshooting. Alright. So let me just verify your connection, Mauritius. So, do you have the main node connected to your Verizon box? And is it connected to the internet port? Yes. Yes. Yes. And at the back of your, uh, at the back of your linkage, okay, at the back of the linkages, there are four ports available, right?
13:00
Speaker 1
Okay, which one would you like me to plug it in? Yes, Whichever one would you like me to plug it in to? I don't know. Um, let me see if it says, um internet. Ah, I see. Okay, it says internet andy Ethernet. Got it. Okay. Um, it's, uh, it's plugged into the one that says internet, not the, so you have one, one labeled, um, internet and three labeled ethernet. Yeah, it is. And I, and I have, and I have one output going into a 16 port switch, but the switch is unplugged. Yes. Let me turn.
14:00
Speaker 2
I mean, there are four ports at the back.
14:00
Speaker 1
[silence] let's see here, you're going to want me to hook that up. So um, let me go upstairs and get uh, an ethernet cable. Um, it's not, no, it's not inconvenient. It's uh, it's two flights of stairs up and down. And I'm 76, so uh, no, I'm just kidding, I'm
15:00
Speaker 2
[KEEP_UNCERTAIN] Can I have that computer please? Yes, thank you. I don't see it. It's not important. Do you know where it is? It's not important right now. I'm only trying to figure out how to get it back on. [silence] Yes, if we can possibly hook it up to the parent node, that would be better. But if if it's not [mumbles], if it's inconvenient to you sir, then we can just wirelessly set this up. [silence] yes well last year sorry oh okay um, it's okay we
15:00
Speaker 1
Fine. No, no, no, no, no, no, no, no, no. I really am 76, but I can do it. It's fine. I'm at the top level and uh... Let me get a Ethernet cable. I have a uh... I have a home office and I keep all the cable stuffs like that on the top floor. Oh, I think I'll take this downstairs. Okay, I'm on my way to, I have a, uh... I have a Chromebook. I have a, I have a very nice computer but it's on the top floor and the uh... And the three routers are in the garage. So that's... I hope the Chromebook will work. Oh, um, uh, um,
16:00
Speaker 2
We can just... Wait. I'm sorry. [silence] That's okay. [silence] That's fine.
16:00
Speaker 1
I did uh I I the chromebook uses a USB C3 a USB C connector but I have an adapter and um and well it's a it's an adapter it goes from USBC to Ethernet to RJ45 you you want me to plug uh the computer into the router? okay all right um that's done um let me see here uh okay the computer's coming on right now so just bear with me a minute [silence]
17:00
Speaker 2
Converter? Okay. Okay. Sir, while we waiting for the computer to boot up, can you check the parent note light. Well, late is lit on top. It's right.
17:00
Speaker 1
it didn't do that okay so I I guess not. All right. Do you have an address you want me to go to? So you at yes. I have them marked so I know I know what each one is. I I have them. I I have uh I use keeper security for my passwords and I've got detailed information for you. So I don't have to look at the individual devices. Plus I wrote on on the bottom where each one goes. So um so I I know. So you want me to pull the plug on the parent one?
19:00
Speaker 2
OK. First, sir, we need to perform a, right, since it's solid red, we'll just going to perform a reset on that parent node, OK? That was the original parent node, right? OK. No, no no. We'll just have first to check if, because routine.
19:00
Speaker 1
Correct. Yes. On start? No, it's, uh, this is not Windows, it's Chrome. Um, but, but, yes, it has a valid, um, but, uh, oh, um, no. Um, what do I do, type ping or what do I do? I have, like, that's not in run, is it?
20:00
Speaker 2
Now, you have the computer connected to one of the Ethernet ports on the parent node, correct? Okay, so let me just check if that, uh, computer can get a valid IP address. So, can we click on start? Um, and then, so it doesn't have an IP, so that means it's not connected, right? Yeah. Can you click on search? Yeah. If you use the search up here, type in, um, IP config. Does, mm-hmm. Under run, if you go to control, then you just type in, um, IPconfig. Uh, command prompt or terminal. Okay. So, IP config. and then, where it says, it has a label that says IPv4. Mm-hmm. So, the last three digits, you could probably reveal that. So, uh, what, is it a two or a four? Six. Okay. Yeah. So you're getting a, uh, uh, IP address starting with 192, correct. Okay.
20:00
Speaker 1
Okay, that you're talking you're talking windows. This is not a windows computer. It uses it uses Android operating system. It's a Chrome Book. Um, yeah, in the browser, I can go to settings. Do you want me to do that? Or do you want me to go settings outside of wait a minute. There is a now that I think about I don't I hate Chrome Book and I don't use it that much. Yeah. Okay. So there's a settings. Um, so I just went to settings and uh, it says Ethernet connected. And it says what Um, uh, let me see. Um, yeah, I I can give you the IP address. Do you want that?
21:00
Speaker 2
okay good okay um too facilities to you see alter settings do you see alright so it says aethernet connected can we do you see status under aethernet if you right click on it can you see that
21:00
Speaker 1
192.168.1.37. And it, um, I have that in my, in my cell phone, but I don't see it here. Uh, it says, uh, um, I did, um, but it's gone now. Just a minute. Um, uh, well, it says Wi-Fi and it says my name. Uh, I guess I could click on it. Let's see. Um, okay. I don't know. Um, I, I wrote down all that information, assuming it hasn't changed. Uh, do you want me to tell you what I what I have in my uh, in my cell phone?
22:00
Speaker 2
Okay, can you have it, please? What about the default gateway? What about router? Do you see router on that screen? Okay. Uh, that's fine. That's fine. Um, as long as it works. [silence] You have
22:00
Speaker 1
yeah okay wait a minute. uh... I'm I'm sorry. It um I I undid the wrong one. Um okay HTTPS colon slash slash Oh no, no s H T T P Okay yeah oh oh H T t
23:00
Speaker 2
gets a valid IP address from that Chromebook. So that means the, uh, the parent node is actually giving out, uh, IP addresses to the wireless clients. So, can we open up Google Chrome and on the address bar, type in HTTP colon slash slash my router.local. Just HTTP. Yeah, just HTTP, sir, colon slash slash. No s. H-t-t-p-Harry-Tango-Tango-Peter
23:00
Speaker 1
I got you. I should know that. I don't know why I Okay, so it's HTTP. I I had H Yeah, I I got it. Okay. Colon slash slash, then what? Not a numerical number. Okay, this site doesn't support a secure connection, continue to site. Okay. So, I'm there. It says, why am I getting a warning when I try to access my router, settings in browser? So, um,
24:00
Speaker 2
okay. yes H as in Harry T for tango T for tango P for Peter HTTP://myrouter.local. [silence] just go to advanced and then press ok. ok. [silence] Yeah that's fine just uh go to advance and then press um.
24:00
Speaker 1
Okay, it, uh, advanced apparently is grayed out. Reload is is an option, uh, and continue as an option. Um, yeah, and I'll click don't show this page again. Okay, um, and now I'll try advanced. Okay, uh, okay. I, I clicked on advanced and it just toggles from advanced to hide advanced, and then and then back to safety. It says your connection is not private. No, it just says, Okay, just a minute. Um, if I click on advanced nothing. Oh, yes, I do. Yeah, um,
25:00
Speaker 2
proceed. Do you see continue? Can we click on continue? Do you see proceed? yeah. After you... after you go advance.
25:00
Speaker 1
It was down lower. Okay. Now I've got keep your Wi-Fi handy. Okay. Okay. Okay. Okay. Um, yeah. I have your, I have your router. I mean, I have your app. Okay. Access router. Okay. I need to look that up. Uh, just a minute. Okay. Um,
26:00
Speaker 2
Okay, do you see the image of two phones? Uh, it's all right, sir. Just click on the two phones. Click on it. It's going to ask for the password router password. [silence] Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. Uh. [silence]
26:00
Speaker 1
It says, incorrect. Yeah, it says incorrect password. I wonder if I may mistake it. Okay, because it should have worked. Do you want me to click on reset password? Okay. Um... Oh... So, that's the, um... that's the password on the recovery... it says recovery key. Um, well... the problem is, um, I'd have to rip it off the wall. Oh, I see what it is. Maybe I do.
27:00
Speaker 2
If the password doesn't work, so you have an option there for reset password. So, just just click on reset password. It's all right. Yeah, just reset password and put in the recovery key that's on the parent node. Yes, on the parent node. Should be on the parent, the main one. [ silence ] [silence]
27:00
Speaker 1
Okay, so I hit reset then, right? It says your password can't have the same characters twice in a row. All right. Okay. So it's gotta have, uh, gotta have an upper and a lower. All right, let's see. I'll do, um, at least 10 characters. Um,
29:00
Speaker 2
I know. So, yeah, eight and eight is a lot of triggering. Did you choose to? [silence] Yes. After you [silence] you can now have your information on the recording level of the human system, which I can click submit.
29:00
Speaker 1
all right, it's not letting me. um, if it hasn't wiped it out. can I try, because my password shouldn't change unless the system wiped it out. Can I go back and try my original password? Um, and, and how do I get back there? Um, maybe, let's see here. Um, all right. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12. So it says at least 10 characters, uppercase, lowercase, one number. Ah, that's the problem. I didn't have a number. Okay. Um,
30:00
Speaker 2
Okay, try that password, sir. If it if it's okay. Oh, we cannot yeah, we cannot actually go back to I mean, from the beginning, so you really need to create a password right now.
30:00
Speaker 1
let me, let me send this to myself so I don't forget it. Uhm, okay, it's going. Uhm, it's getting there. Yeah. Okay, now what? [silence]
31:00
Speaker 2
Okay, so, are we on the Linksys, smart, Wi, F, page? Okay. Okay, so, are we on the Linksys smart Wi, F, page?
31:00
Speaker 1
Yes. Is that one of the boxes or is that the list? I don't see in the little in the little VA or or or CA? No, I've got. I've got there's five boxes. It's Wi-Fi settings, guest access, priority, parent controls, device list. Oh, so, there's five boxes? Yep. [silence]
32:00
Speaker 2
but down at the bottom, right, yes. that's the the left panel. but, um, down at the bottom, right, try to click and then click on C A, Can we click on C A, down at the bottom? do you see C A option? it's actually down at the bottom, bottom, right. it's set at the bottom, right-hand side. you should see C A there C C for Charlie, a beside the privacy policy. Can you see it there? [silence] yes, uh, that's the the left panel.
32:00
Speaker 1
It says device list guest parents priority speed connectivity troubleshooting Wi-Fi settings security. Oh, I see the C-A. I got the C- uh, yeah, I, I see it. All right. Okay. Um, something similar came up, but, uh, okay. I'm there. Go.
33:00
Speaker 2
down at the bottom right, the letters are really small, yes. Okay click on C.A. yes. So, once you click C.A. sir, kindly click on trouble shooting, Go to trouble shooting, and tell me what is the firmware version.
33:00
Speaker 1
[silence] I don't know. Where would it be? Um, there's status diagnostic message.
34:00
Speaker 2
Okay, um under troubleshooting, sorry, kindly go to report under status, you should see their report below the status tab, um there's devices and then report. Can you see it?
34:00
Speaker 1
Six, and log in, I'm in status. Oh, report. OK. Yeah, I do see it. OK. Firmware. 1.1.7.216771. Automatic configuration DHCP. You want the IPv4 address under local network, 9-
35:00
Speaker 2
Okay, click on report and yes. what's the firmware? [silence] Okay, now below that, sir, kindly look for internet connection IPv for and what is the connection type? [silence] And do you see internet address numbers under internet address? [silence] Yes. No, no, no, not under local network, but the connection status.
35:00
Speaker 1
Well, there's an internet MAC address. Is that what you want? Okay, uh, then correct, no. Oh, I see it says Internet Address. It's blank. And then below that is subnet and default gateway. They're all blank. Okay, to where? [silence]
36:00
Speaker 2
below the connection type, internet, addresser, we need the internet address. Do you see numbers under the internet address? [silence] No, no, not at that one. Okay. It shows connection type automatic configuration DHCP, right? Do you see numbers below that or it's blank? It's blank. Okay. So it seems that the parent node is really not communicating with your modem because it doesn't have an IP address. So try to scroll down. Please scroll down, sir. And look for ports. Do you see
36:00
Speaker 1
Yeah. So there's, okay, so there's, um, yeah, under internet, it says 1, uh, GbP. PS and then below that, there's a, it's 10.100 and there's 123 and two has a check mark under 1 gigabits per second. All right.
37:00
Speaker 2
their ports. Okay, do you see X mark under internet? It says one GBPS. Hmm. It has an X mark. Okay. All right. So, yeah. So, it's actually, detects the cable connection. So, can we turn off your Verizon box or and turn off the parent node? Okay. We'll leave them off for about 30 seconds. Unplug the power. is this parent node is actually not getting a connection from your modem. It's not getting
37:00
Speaker 1
Yeah. Okay. I've powered up. I've powered off both. Okay. What about the two routers that are not attached to anything? You want them powered down as well? All right. You want me to plug them back in or is it not enough time? [silence]
38:00
Speaker 2
Evaluating the internet address. See if you can see the internet address, they're all blank, or they're blank. So it's not getting the connection from the modem. So just try to power off your modem as well as your router. Okay, we'll leave them off for 30 seconds. It's okay. No, no need to. Yeah. We're not, we're still focusing on the parent node first. Um, turn on the modem first, the one from Verizon. Make sure that all the lights are stable before you plug in the router, the parent node. Okay. So what's the brand of your Verizon box, by the way?
38:00
Speaker 1
Is that the brand? Yeah. It just says Verizon. It doesn't have a uh, uh, Yeah. Uh, I don't uh, I don't know. Let me see if there's something on the back. Um, it says uh, got a manufacturing date, uh, well it's there's a, there's a serial number, but I don't see a model number or a uh, the part number. I don't see a name.
39:00
Speaker 2
ONC, um, aside from ONC, do you have a main box from Verizon? Just ONC Verizon box. Right? This is the minute connection. It's okay, um, that's all okay.
39:00
Speaker 1
Yeah, they are. All right, you want me to plug in the router? Okay. Well, I've got a blue light. And, um, I guess it's coming on. The, uh, my computer said, um, uh, that it lost connection, which I guess is understandable. Okay. And. All right. uh,
40:00
Speaker 2
All right. No need to, sir. So just make sure all the lights are stabilized on that ONT box, okay? By the way, can you add the app the parent node? Yes, the parent node. [silence] Um, actually, all your device are have my I know my like lights. I need to be in your session video. This is your video. Yes, cuz we powered... We powered off the uh router. [silence]
40:00
Speaker 1
So, the blue is slowly blinking. You want me to get re-try on the computer or not yet? All right, let me, I need to get up on a chair to see. Um yeah, it still is blue, but it's still flashing very slowly. What is the flashing blue mean? Okay. I wonder if somehow I zapped the, um, that router. If, if, if, if I did, I've got two others that I can, that I can use.
41:00
Speaker 2
Okay, it's blinking on the parent node. We'll wait for it to become solid, sir. To turn solid. It's still trying to get a connection.
41:00
Speaker 1
I just won't have the Wi-Fi. It's still flashing. Yeah. Okay, now it, now it's now it's solid. Okay, so I hit retry. Solid blue. Solid blue. Well, I hit retry. It uh, it's trying to load it. It says router not found. You are not connected to your router. It's still
42:00
Speaker 2
All right, so is it still blinking? Okay. Is it solid? Solid blue or solid? It's solid blue. Okay. That's a good sign. So can we go back to your computer? Do you still have the troubleshooting page open? I'll look you through. I'll look you to help.
42:00
Speaker 1
um you're it um let me see if I can back this out. Um oh it um it was flashing back and forth. Okay. So I'm it, it's, it's now reloading it.
43:00
Speaker 2
Can we go back to my router or local? Just type it in the address bar.
43:00
Speaker 1
If I had your job, it would drive me crazy, all the people you have to deal with. Um, it says waiting. Okay, so, I'm gonna hit okay for troubleshooting and uh at the bottom, you want me to hit C. A. And um, all right, I did. Okay, um, let me let that finish. Okay, troubleshooting. All right. Um, okay, uh, there's report. I'm finding things easier now. Okay, so, under internet, um, got everything. I think internet internet
44:00
Speaker 2
Yes. Yes, just go to CA. And go back to troubleshooting. Click on report again, sir. OK, you have the Internet address.
44:00
Speaker 1
Sorry. Okay. Spectrum I. P. V4. Oh. Oh, it changed. One zero eight point three one point one, one seven six point four six. Okay. All right, so I want the highest security that I can get. [silence] yep.
45:00
Speaker 2
Yes. yeah. Just IPv four sir. Tell me what's the internet address. Okay, very good. So that just means that your modem is now communicating with your it's communicated with your link. So kindly press okay on that screen and go to Wi-Fi setting because we will now change the our personalized the Wi-Fi on your link. Yes, it is by default. It's actually set to WPA underscore P Skp. 2022.
45:00
Speaker 1
no, it's W, it's WPA2. should I change it to WPA3? I do have that option, but it's not selected. Do you want me to select that? Okay. Now that's on 2.4, I need to do that on on five also. Okay. No, it is. It's I like it. Okay. And um, oh, and and it's got and it's got my old Wi-Fi password. Um, [silence]
46:00
Speaker 2
WPA 3. So it's the highest level of security. So on, um, is it set to WPA 2? Uh you don't have that option, WPA 2 slash WPA 3 mixed personal? Yes, just select that, sir. Because not all wireless devices is actually supported by WPA 3. So that's why. Um on 5 as well. Yes. For for the Wi-Fi name, you may change that to your name. You may personalize it. Oh, okay. All right. So it is the same name that you had before, right? Yes. Okay. So just take note of the
46:00
Speaker 1
Well, we we did we did change the the Wi-Fi, but it it went back to the original that I had. All right, so I'll hit apply and um and and then I'll Well, what I'll do is I'll take a picture of it just in case. Um okay and I'll click yes. Do you wanna continue? Yes. Okay. Apply changes. Your router is applying changes. So do you want me to hit okay?
47:00
Speaker 2
Okay. Uh that's your Wi-Fi settings. We didn't change anything. So we just changed the security. So you may set that to 802.1. Okay. I click apply and make sure to take note of the settings. Okay. Yeah, just take a picture of it. I Mhm. Yeah. Yes. Yes. Just press OK. [silence]
47:00
Speaker 1
I have, no, I thought I had wi-fi on. Okay, just a minute here. Um, So it took me back to the same screen. Um, Okay, uh, let's see here. Um, Uh, it says connecting. So, I'm not there yet, but uh, let's see, uh, okay. I'm trying on my cell phone, um, Ah, I have wi-fi now. Wonderful. Okay, that's good. Okay. So, [silence]
48:00
Speaker 2
And once it's saved the settings, you may check your wireless devices if uh it can connect. Yeah, just check sir if you're able to go online. Okay, check your other wireless devices. And by the way, you can also check the child nodes if they're
48:00
Speaker 1
Yeah, they, they're they're blue. Um, uh. Well, one is solid blue and one is flashing blue. Now, I don't have um my switch plugged in. I can plug that in now. Okay, let me um okay. All right. Uh, the two are solid blue. So that means they're hooked up and working. I I just need I just need to put them back where they belong. Okay. All right. Well, that was worth the $15. I appreciate that. Would have would have been a headache.
49:00
Speaker 2
blue right now? If they're connected, if they're up and running, then, they're up and running, then, they're up and running, then, there's actually the parent node is now connected. Yes, it connected back to, yes, that is right, sir. No worries. I appreciate your time and your patience.
49:00
Speaker 1
No, it was great. It, uh, Now it says Wii-Fi settings, that screen on the computer. I I've already clicked apply and okay and it took me back to the exact same thing. So I can hit cancel, right? Okay. Let me see if I if I unplug the internet. Ah, I'm on Wii-Fi now on the uh on the cell phone. Okay, so all I have to do is take these two routers, put them back where they were, plug in the same cables and and everything should be wonderful, right? Okay. All right. I I I guess I'm fine. I don't have any other questions unless, uh, you have anything you wanna tell me.
50:00
Speaker 2
Since you're working with me. I'm sorry, if it took so long. Yes. Yes, you may close that one. Everything is actually configured correctly right now. Sure. So no need for us to change any settings. Yes. Yes, that's right. because they're all connected.
50:00
Speaker 1
All right. Oops, let's see here. Here. Yeah. Um, I don't see it, but um, that's all right. It's uh, I All right. Um, let's see. Uh, that's not you. Um, I'm gonna I'm gonna delete that. Anyway, I'm not worried about it. I'll I'll find it. Um, but I but I didn't get it. All right. Well, thank you very much and I appreciate your help. All right,
51:00
Speaker 2
Everything is actually working now, sir. So, um, if there's any problem, you can always give us a call. And you already have the copy of the receipt there. So I already sent you the copy of the receipt, sir, for the, uh, $15 service. [silence] Maybe it's in your spam. You may, uh check it there. [silence] Okay. All right. Thank you for your time. Thank you for your time and your patience, uh sir Larry. You did great. And this is Epi again from Linksys. Thank you for calling. You too have a great night, sir. You take care, okay? Thanku. Bye. Uh Hello, uh for Larry. I'll be disconnecting this call now. Thank you again for calling Linksys. Have a great night.
51:00