V2 Rubric Detail — 41d3c116-76ef-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 14:55
Duration
98m 45s
Contact
anonymous
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication1.25/5
Ownership4.00/5
Escalation4.00/5
Customer Exp1.07/5
Overall44.0% (+8.0)

V2 Grader Summary

The agent attempted numerous troubleshooting steps (resets, 5‑press pairing, firmware check) but provided several inaccurate instructions and never got the child node online. The call ended with a recommendation to return the device and an LTS ticket, leaving the issue unresolved. Empathy and clear communication were lacking, resulting in high customer effort.

V1 Case Analysis

Customer reports WHW01 child node flashing red and failing to pair. Agent performed resets, 5-press pairing, firmware update, ACS wait, and wired attempts; node remained solid purple/red. Issue escalated to LTS (ticket LTS001357135) and customer advised to return/replace the refurbished unit.

Troubleshooting Steps
  • Hard reset of child node (15-second reset)
  • 5-press pairing on parent node
  • Firmware version check and manual update via web UI
  • ACS wait period after reset
  • Attempted wired backhaul addition
  • DNS server changes
Key Observations
  • Agent provided multiple technically inaccurate instructions including an incorrect support URL (lenses.com/support), a non-existent 'sync button' procedure, and misidentified LED colors.
  • Call contained long silences, repeated holds, and unclear guidance, leading to low efficiency.
  • Agent did not verify the exact model of the child node or confirm warranty status before recommending return.
  • Despite multiple attempts, the child node never reached a solid white state, indicating a probable hardware failure.
Positive Highlights
  • Agent remained polite and patient throughout the call despite technical difficulties.
  • Collected serial numbers and created an LTS ticket for escalation at [97:00].
  • Attempted multiple legitimate troubleshooting methods (reset, 5-press, firmware update, ACS, wired backhaul).
  • Provided the customer with a clear next-step (return/replacement) when a fix could not be achieved.
Agent Errors / Gaps
  • Provided an incorrect support URL (lenses.com/support) instead of the official Linksys site (support.linksys.com) at [30:00].
  • Instructed the customer to press three buttons (sync, clear, and resent) simultaneously, which is not a valid method for WHW01 nodes at [30:00].
  • Misidentified LED colors, referring to 'steady pink' when the correct color is solid purple for WHW03/WHW01 series at [07:00] and [08:00].
  • Suggested changing DNS settings (8.8.8.8 and 8.8.4.4) without justification or explanation of purpose at [73:00].
  • Failed to properly handle the password-lockout situation on the parent node, instructing the customer to reset the password without confirming recovery key access at [46:00].
  • Repeatedly asked the customer to repeat steps without confirming outcomes, causing unnecessary loops (e.g., 5-press method attempted multiple times with no success).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The child node remained solid purple and never came online; the agent ultimately advised returning the device and created an LTS ticket without resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, 5-press pairing, firmware check, and attempted wired backhaul, but many steps were confusing, repeated, or ineffective.
R3 Partially Met Correct resolution path conf 85%
After extensive troubleshooting the agent recommended a store return and opened an LTS ticket, which is a reasonable path for a likely hardware fault, but the recommendation was given without confirming warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified LED colors and distance as symptoms, but did not systematically verify WAN connectivity or ISP settings before proceeding.
T2 Met Appropriate tools / resources used conf 90%
Agent used the web UI (192.168.1.1), checked firmware version, and performed the 5‑press method – appropriate tools for this mesh‑node issue.
T3 Not Met No misinformation conf 95%
Several instructions were inaccurate (e.g., “press the Sync button and the Reset button all at the same time,” directing to “lenses.com/support,” mentioning “ASHR”).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving but inserted long silences, multiple holds, and occasional loss of direction.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon, gave unclear steps, and rarely checked the customer’s understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed many troubleshooting actions, and only escalated after exhausting options.
O2 Partially Met Proactive follow-through conf 85%
Agent gave a next step (return to store / call back) and provided a ticket number, but did not give a clear timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history needed.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent recognized a likely hardware fault and escalated to LTS, which is a valid trigger.
E2 Partially Met Escalation prep & handoff conf 85%
Agent created a ticket and gave the number, but did not clearly state which team would handle it or an expected response time.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked the customer for patience and used polite language, but empathy was generic and did not acknowledge the frustration of a refurbished device failing.
X2 Not Met Tone & rapport conf 90%
Agent maintained a single, formal tone, did not adapt to the customer’s confusion, and failed to simplify instructions.
X3 Not Met Overall experience conf 90%
Customer had to repeat information, perform multiple resets, and navigate confusing UI steps, indicating high effort.
Call Transcript122 turns · 137 lines
Speaker 1
Hi there, gee, yeah, I was wondering if you could help. I have recently purchased a Velop mesh network for my house. I have two nodes. I have one main one and a child, and the child node refuses to work, basically. It works for a while and then it starts to go red and stops working. And I've performed quite a lot of resets and that's not fixed the problem. So I don't know what to do. Yes, two nodes, yeah.
00:00
Speaker 2
Welcome to Linksys support, to assure quality service your call may be monitored. please remain on the line for assistance. Hi, thank you for calling Linksys. This is G. How can I help you today? Mhm. Mhm. Okay, um, I'm sorry, so you have two nodes, right? Mhm. Mhm. Um, do you select [silence] and there's only one showing in the [silence] app. Mhm. Mhm. Okay, so can you [silence] that they're two [silence] nodes that are [silence] connected [silence] like [silence] one [silence] and two [silence] can [silence] so can we start by selecting the first node. There's the [silence] give me a minute [silence] um, and then enable networking next. Um, and then just [silence] and [silence] there [silence] one [silence] thanks [silence] Stephanie [silence] we'll have to [silence] setting [silence] Okay. [silence] Okay, I'll get [silence]
00:00
Speaker 1
yes community fibre uh so one of them one of them is from community fibre but the other isn't and the one that doesn't work isn't. Yes okay so the serial number of the node that works the main node it is um uh three six D for Delta one three M for mother five six C for Charlie zero zero four five and then the other serial number is [silence]
01:00
Speaker 2
see, you may know who is your internet provider, is this from community fiber? is this mode from community fiber or from outside? I see. okay, got it sure. um i have the serial number of this two nodes. sure. okay all right there.
01:00
Speaker 1
20j for Juliet 2060 c for Charlie 901 2 1 3. Thank you. Yes, that's correct. Yeah, the first one has the parent mode. Yes. Um, I purchased it second hand. [silence] Okay. Difficult situation. Yeah. Yeah, no, that's fine. That's okay. Yes, correct. Yeah. Uh, the the parent node, you mean? The child node. Uh, so, uh, I did it through the Linksys app. Um, whenever I plugged it in, it started to flash and then it follows a setup procedure on the the Linksys app. So, I can see.
02:00
Speaker 2
I see. This is seems actually for a regular node, but this is a refurbished one. So, sir, let me just set your expectations for that for refurbished device, in the case that the device is defective, we cannot replace that, just to let you notice, sir. Okay, so, yes, sir. So for the first node, sir, or the parent node, sir, this is from uh, community fiber. This is WHW01 mhm. Okay. How did you try to uh add this node, sir? uh, the child node, sir? How did you try to? Uh, I think 7 in the back and when I right-clicked in, required flash, and then I follow the setup procedure of the length, too, Amanda.
03:00
Speaker 1
I can see it in the Linksys app, it's offline at the moment because it's flashing red, but um I was able to add it that way, um and it added successfully and worked and then not long after it um it stopped working. Um, I tried the user interface, um, I don't think I was able to set it up as a child node on the user interface. I was able to reset it on the interface, um, but no, there was no other right. Yeah, of course, it's zero seven eight four five eight three nine zero.
04:00
Speaker 2
I can see and use the apps so besides from the app you don't you were not able to try other methods like or user interface uh huh okay. So, uh before we proceed sir, let me just create a ticket for you here. Um may I have your uh may I have your phone number sir just in case you get disconnected? [silence] Okay. So, uh before we proceed sir, let me just create a ticket for you here. Um may I have your uh may I have your phone number sir just in case you get disconnected? [silence]
04:00
Speaker 1
0. 33. my first name is Josh and my last name is Mays. That's M-A-Y-E-S. uh-Oh the email of the ap-let me just see. Yeah, that's okay, sorry, I've just realized I don't actually have an email um on the app. Uh yes, my email address-Oh, it all on the Coda. Sorry, I do have one. Uh yes, so it is I use an iCloud random one. So it's uh amy@lacy. That's A-M-Y-L-A-S-E.
05:00
Speaker 2
got it, thank you. how about your first and last name, sir? okay, and your email address? the email associated to your app? oh, any email will do sir, as long as it's active. oh.
05:00
Speaker 1
-berg Berg B.E.R.G for oh at iCloud.com.
06:00
Speaker 2
Mm-hmm. Mm-hmm. ok got it thank you. ok I know sir what what is the light on the top of the node uh the child note right now siry, pulsing red and how far is it from the parent node sir? just right next. ok can you do a reset on this node sir? the red reset button underneath that press and hold it for 15 seconds or until it turns off.
06:00
Speaker 1
Okay, that's it turned off, so it's not just entering its reboot, I imagined. Okay, so it's now, entering the reboot, it's slowly pulsing blue. Okay. Yeah.
07:00
Speaker 2
[silence] Okay, got it. Let me double check if the light is already on steady pink, purple or red, okay? [silence]
07:00
Speaker 1
Okay, it is on steady. I can't tell if it's pink or purple. It's one of the two. Steady pinky properly. Okay, so press and reset the 're- press' um the button on the parent node five times. Okay. Push release five times. Okay, here we go. Okay, I'm not sure if that did anything it's still just solid blue should I try it again in case I did it wrong? Yeah. Okay.
08:00
Speaker 2
All right, sir, what you need to do is just press and release the reset button of your parent node five times. Not too fast, not too slow, sir. Five times, not too fast, not too slow. Press, release, press, release, sir. Five times, not too fast, not too slow. [silence] Um, that's okay, sir. Can we give it like a few seconds? Still no response? Then we will do it again. if you will do it again sir please make sure to press the red button sir uh not too fast not too slow like do it like a sitting on the red like that you you you
09:00
Speaker 1
Ah, yes. Okay. It's nice and solid. It's flashing ah pinky white. Hello? Hello, yes. It's okay. Yes, it's not-oh yes, okay- so it went pinky white and then now it's back solid blue and the child node is still solid purple.
11:00
Speaker 2
starts, sorry, went back to solid blue. Then we will check if your child node, okay, that's, okay? Okay. Yeah, I'm, I, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm
12:00
Speaker 1
[silence] It is a solid uh purple, pinky purple. Yeah. Should I try the pairing again? Yeah. Okay, yeah. Okay, I'm ready to press. [silence] Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. um, it's uh, flashing white. okay it's flashing white still okay, solid blue and the child is still solid purple. um, yeah, solid purple. is the child supposed to go a different color when it pairs? flash purple. flash purple, flash red, and solid blue, okay. uh, no, not yet. [silence]
13:00
Speaker 2
What's the lighter the parent now? Okay. Let me know if it's back to solid blue. Okay. Yes, yes, sir. It should flash, um, red, or, flash purple, flash red, flash purple flash red, and, or, then we'll go solid blue. No changes? Are sure? Not yet. Okay.
14:00
Speaker 1
uh,
15:00
Speaker 2
[KEEP_UNCERTAIN] How about we do you have a computer sir that we can use? [silence] Okay. Can we use your computer and then make sure to connect it to your parents, your parent nodes Wi-Fi name? [silence] Sir, Yeah, Yeah. [silence] [colored] [silence] Okay, are we on, uh, I'm sorry, we are connected to your Wi-Fi network, sir? Okay. On the address bar right there, you need to type this number, sir. 192.168.1.1 and press enter. Yes, press enter. . . .
15:00
Speaker 1
Password, which, okay, hold, okay, so, when I log in with the password. It's just loading. Yes, there we go. So, I'm, yes, I'm on the, yeah, I've logged into the interface. I can see the, yeah, I can see everything. I can see the smart tools, I can see the network status, Wi-Fi settings, devices. Yeah, yes, I'm on the, yes, mm, yeah. [silence]
17:00
Speaker 2
Uh-huh.
17:00
Speaker 1
I can see the Velop. Yeah, I can see Velop set up 54B. It must be, yeah, yeah. look at the the what sorry? Charlie Alpha. C. A. There you go. There you. OK. OK. OK. I clicked it and now I'm in, yeah, I've clicked that. Yeah, I'm back on the page.
18:00
Speaker 2
find name develop setup. Develop setup OK, which is the um uh, default name of your child node, right? OK. OK. That's good. OK. Now, sir, please scroll down. Uh, all the way to the bottom, sir. Look for the CA letter, please. The CA, sir. Charlie Alpha. Okay. Letter on the bottom. Yes, that's in line with the end user license agreement. It's a footnote. You're back on the page. OK. That's good.
18:00
Speaker 1
connectivity, yep. VA router setup, yep. and add a wireless child node? yeah. okay. and then you, do I apply, I press apply when I click it. Ah. Ah, okay. Ah, wireless channel mode. no, it's still just solid purple.
19:00
Speaker 2
Okay. So now sure go to connectivity. Yes, under connectivity go to Velo setup or CA router setup. OK. And you will have an option. Yes, exactly sure, correct. Not yet sure. Please check if the the child node start flashing red or flashing pink. If it's not sure, then you can press again the wireless, add wireless child node. [silence] So, I'm [silence]
19:00
Speaker 1
[KEEP_UNCERTAIN] It's it's still supposed to purple, but uh, the done uh, the done adding child nodes options is not available, is that just is that is that just default that that happens, or is that because it's works? Okay. Okay, right, uh, yeah. Okay, let's give it a minute then. The light on my, oh no, nevermind, it was white when I, oh, I see how that works. When I press [inaudible] it goes white Oh, right, okay. [silence]
20:00
Speaker 2
um, okay. Uh-huh. Uh, you can just skip that one sure. Okay, can we give it a minute sir, if it's the same or if there's no changes? We will access the user interface of your child note to check if the firmware is updated or not. Uh-huh. Mhm. hello. hardest, girl: you made my dream. come to take. Uh, you can go. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence] uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh.
20:00
Speaker 1
Right, okay. So, yeah, when I press, when I press the add wireless child node option, it then makes the light on my parent flash white, which is, I assume, this is one thing, it's pushing a button five times. Uh, no, the child node is just staying purple. Child note, yeah. Okay. Okay. Okay. Yeah, that's okay. Okay. Let me just try that. Okay, so I'm connected to that. Do you need me to reload 192.168.1.1? Yep, there we go.
21:00
Speaker 2
okay then we will go ahead and access the user interface of your uh of your child node so this time sir i will yes i will ask you to connect to the develop setup Wi-Fi network it doesn't uh that's okay sure if it will tell you that there's no internet connection that's fine um no sir i will suggest for you to open a new tab close that tab you have right now open a new one.
21:00
Speaker 1
and then go, what do you want me to go to? 192 something. Okay, so that's loading the Linksys Smart Wi-Fi interface. Oh yeah, this one looks different. Okay, um, it's just saying one moment. Okay, so it's just asking me for the router password, which I'm just going to put in.
22:00
Speaker 2
yes [silence] [silence] [silence]yes [silence] uhm yes [silence] yeah [silence] by default sir that's admin
22:00
Speaker 1
Oh, it's admin. Yeah, there we go. Okay, cool. That's it loading. Okay, great. So that's me into this. I'm not on the same page as person one. Yep. Basic and then lower right. Oh, yes. Yes. Okay, so details. I can see that the current version is uh two two dot one.
23:00
Speaker 2
so since your router is i'm sorry this note is still in default then we will still be using the admin share. OK. OK. That's good. So now sure we will check if the firmware of this node is updated. Uh can you go to connectivity sure? OK. Under connectivity, kindly go to stay on basic and then lower write share you have details. details.
23:00
Speaker 1
1.9.1950 6, correct. Yeah. okay, thank you.
24:00
Speaker 2
190, 026, okay, let me just check sure if this version is updated or not, okay, um, okay.
24:00
Speaker 1
Ah, okay. Right. OK. Okay, yeah, okay. Well, thanks. Hello, yes. Hi. Okay. Okay. Yeah, let me just do that. Yeah, there we go. I am connected. Do you need me to download the updates?
25:00
Speaker 2
Sir Josh? Hey sir, thank you so much for patiently waiting sir. Okay, so we will go ahead sir and add this note, I'm sorry, update a for more of this node. For now sir, I will ask you to, um, I will ask you to connect to the parent node's Wi-Fi network. Okay, okay. So I'm right at the internet password in my phone. Yes, yes, sir, go to uh, lenses.com/support. Okay, and uh, on the search tab sir, under support, search for WHW03. Whiskey Hotel Uniform Sierra. Delta three three three Dave. November. Sierra Delta three three three Oscar. Okay, I'm here. Oh, sir, I think the password is not correct. Oh, they have two numbers. Yes, sir. Okay, put in. It is working. Even the Wi-Fi is very strong. Okay sir and I'm connecting to this Michelle. What should I do? You should press the Sync button the clear button and the resent button all at the same time on the back of the node. Press the three buttons. Okay. For about three seconds. Okay. Because you just got a note form of this. You need to sync it with other nodes. Okay. That's why I asked you to connect so you can see when the nodes started off yellow. And then it will turn another color. This is yellow. Okay, sir, now it's green. Okay. And with it now becoming green, sir, it will become a standard node that you can control with nodes mobile application. Okay? So now I will ask you to close the search tab. So you can go inside WHW03. Okay, I entered the site. Now what? Now, what you need to do is download the mobile application, sir. So it's down now four more. So just make the download button, an application. And what you need to do is register first on App Store, sir, for the password of the node. Okay. Did you? Yes, I did. Okay. Just download the Adobe app. Okay. Okay. Okay. Okay.
30:00
Speaker 1
Three. [silence] Ser Pent?" [silence] I can see the version, uh, the, you mean the model number. [silence] Version two. [silence] Yes, I can see version two.
31:00
Speaker 2
Whiskey-03 Okay, and search for the second tab series links to www-03-03 support Okay, and scroll down all the way to the bottom Look for downloads, documents and user guide Okay, let me just confirm ser what version you and you can see the version number on the bottom of the device right? Okay, version two. Uh, no, ser the version. Yes, version two, ser. Uh, go to the the second version our version two. version two, yes. Okay. And then the firmware of that uh site
31:00
Speaker 1
yes, yes, correct. Yep, six nine, two, yep. Excellent. Okay, Okay, thank you. I appreciate it. Okay. Yep. Okay. Yep. Cool. that's, it downed. I haven't opened it. Okay, that's the download complete. Yep. It's just
32:00
Speaker 2
okay okay okay sure before we proceed with this let me just set your expectation that there are some cases you that we encounter that if the firmware is very outdated already on the parent node I'm sorry on the node some cases that this will not update but we will try sir hopefully hopefully this will work okay so yes go ahead uh download the two dot one dot 20 dot two one six eight nine two just download the file sir and do not open it please okay and uh let's connect back to the Wi-Fi uh Wi-Fi of the child node sir okay
32:00
Speaker 1
Yes, I'm just, um, just loading it. I'm now just going back to, uh, back to connectivity. Is that where you need me to go? Yes, I can see CI on the bottom. Rebuild it. Uh, okay. Yeah.
33:00
Speaker 2
[silence] rebac on the interface here the child. Okay. [silence] yes, but before you uh click on connectivity, sure, please check if you can see the um CA letter on the bottom. [silence] okay. [silence] yeah, that's good. Uh click on the CA first, sure, before we uh before you go to connectivity.
33:00
Speaker 1
OK, it's just loading. OK, that's it loaded. I'm now on, yeah, hashtag CA support. Ah, yes, I see. So I choose the file and choose the download, yeah. OK, download. Yep. Open. OK, and then once I press start, once I've done that? OK. Yes. Yeah, OK, start. Uh, yes. OK, it's installing the firmware update. Let's see how it goes. [silence]
34:00
Speaker 2
Okay. [silence] Okay. okay, that's good. Uh, now, sure, go back to connectivity. Under basic, you have an option to do manual update. Okay. Yes, yes, please. Yes. If you already have the files sir on the uh, firm update, then do start. Okay, good.
34:00
Speaker 1
Okay it just says here r r is Reb r, is rebooting. Okay, yeah.
35:00
Speaker 2
um, um, um, there is um, okay, that's good. So, let me know if it sorry, and a back on the screen or if you will encounter any error message, okay, thank you, sir.
35:00
Speaker 1
Uh yeah, it was flashing blue, it's now just gone back to solid [purple?]. It just says waiting, I've got that an icon loading in front of me. Oh, right. Yes. Uh no, I'm not, sorry. It's it's kicked me back to the other one. Okay.
37:00
Speaker 2
Um, can you check on the light on the um uh child nodes here if it's flashing or not? Hm. Solid purple. Okay. Are you able to go back to the linksys page or the user interface of the child? Okay. Okay. And uh can you still check sure if you are uh still connected to the child nodes Wi-Fi name? Okay. Okay. That's uh reconnect
37:00
Speaker 1
[silence] Hmm. wouldn't let me do that. wouldn't let me connect to it. Ah, okay. Okay. Ah, okay. Ah, okay. yes. Let me just try and reload the Do you want me to try and reload the interview? Yeah. Okay.
38:00
Speaker 2
OK, uh turn off, turn the Wi-Fi off your computer for a few seconds, like five to 10 seconds and then try to reconnect this.
38:00
Speaker 1
Hiya. the previous page, reloaded and said firmware update complete. So now I'm on, that's good. Yeah, I'm on. Uh, yes, let me just check. Yeah. Yeah. Yes, I am 2, 1, 2, 0, 2, 1, 6892. That's good. Okay. Okay. Hard, hard reset. Same before, so hold, hold the button for 15 seconds, yeah.
39:00
Speaker 2
okay, that's good. Can you confirm, sir? Yes. Can you please confirm sir, if you're already on the 216892 firmware version? [silence] Under basic network connectivity. [silence] Okay. Okay. Yes, that's good, sir. Uh we will now do another hard reset, sir, on this node. Same thing, sir. Yes. Yes, exactly. Yes.
39:00
Speaker 1
Okay, that's it. Reset, it's going to boot back off. Okay, it's pulsating blue. Okay
40:00
Speaker 2
Okay. Okay, let me note. Sure. If it's back to steady, pink, okay? Or purple.
40:00
Speaker 1
Okay, yep, that's it. Back to steady problem. Okay, yep. Yep, let me do that.
41:00
Speaker 2
Okay, we'll go ahead. Sir, it's going to add your child node. Let's try first the five press method, sir, which is to press and release the reset of the parent node five times. Um, so we give any indication.
41:00
Speaker 1
It hasn't changed. It went into the parent mode went into pairing mode, but it didn't child mode hasn't um hasn't responded. It's just still purple.
42:00
Speaker 2
okay so after you finish and you're running the things in the web browser thing all power to the router to open the browser and then once we have all these browser fall down like in uh note what's the light of a yellow child hood server blue blue blue all blue green and then yellow
42:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. OK. Can you just, can I just put you on hold for one minute, sorry, my front door is just gone. Thank you. Thanks. [silence]
43:00
Speaker 2
Give it a minute here. And while we wait, can you access the user interface of your parent node, please? Make sure that you are connected to the parent node. Okay? Okay, thank you. Yes, yes, yes. No worries here. This is... OK. Yes.
43:00
Speaker 1
Okay, sorry, um I'm back. Uh yeah, let me just get on to the, um, interface for the parent note.
45:00
Speaker 2
Yes. Yes. Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
45:00
Speaker 1
It when I go to log into my parent node, it's saying access is locked. Too many failed attempts to log in. I've never entered the password wrong though. So I don't know why it's saying that. Uh, yeah. Reset password. Oh yeah. Okay. A recovery key is okay.
46:00
Speaker 2
I see can you do reset password sure mm-hmm [silence]
46:00
Speaker 1
OK. Okay. let's meet back into the interface for the parent. Yeah, that's me. Yeah. And then to CA and back to connectivity. Yeah. Yeah. See a router setup and then add wireless new it again. OK. I'll see what it does.
47:00
Speaker 2
Okay. That's good to know. Okay. So let's go ahead and add this note, sure, using the user interface. Make sure to press the C-A letter at the bottom, sir. Okay? Yes, connectivity and CA router setup or develop setup. Yes. Cool.
47:00
Speaker 1
No. It doesn't want to do that. It's up. I've clicked the button twice. It's still saying it's still solid. So, solid purple on the child mode. Yeah. Okay. Yeah, that's a purple. I created my own network name. Yeah, let me just see. I can't remember how many there is. Devices, online local six currently. It's an iPhone, my laptop, a speaker, a doorbell. That's about it. I don't know what the other things are.
48:00
Speaker 2
Still solid purple. I see. OK, let me just put you on hold again, sir. Uh by the way, sir, what is the Wi-Fi name of your parent now? Are you using the default name, sir or did you create your own network name? Um how many devices connected right now? Sir like um cameras or printers, any of that. [silence] OK. OK. Um, guess I was asking about that, sir, because
49:00
Speaker 1
Right Right. Oh, I see. Okay. Okay, yeah, I guess that's okay. I'll just, I'll have to reset it. I'll have to re, that's okay. I'll just add everything again. Um, I might not, I'm just, I'm in the middle of work, so I might not do it right now, just.
50:00
Speaker 2
We might need to do a reset and reconfigure your parent node, for this nodes to communicate to each other. Just to let you know, your nodes, the nodes you have right now, sorry, is a preconfigured device from your internet provider. So they the firmware of that is personalized or different. Yes, but we will not change the firmware of that nodes because that's a preconfigured one. What we will do, sorry, we could possibly do is to reset your parent node, set it up again as a parent node and add your child nodes. Yes, Okay, so we'd like to go ahead with that. Um, reset your parent node.
50:00
Speaker 1
I like I'm I think if I reset it, it'll just getting everything back online.
51:00
Speaker 2
Okay, I see. Yes same thing here hard reset present hold the reset button for 15 seconds. [silence]
51:00
Speaker 1
Okay so that's it solid blue. Okay.
52:00
Speaker 2
Okay. So we will wait here until these notes fully brought up. I'm not so sure, sir, if this has an ACS feature, but please let me know, sir, if it stays solid purple.
52:00
Speaker 1
Okay. It's now flashing white. Okay. I see. What does A.C.S. stand for? What's that? What does that stand for, A.C.S.?
54:00
Speaker 2
Okay that's good sir so I believe this is an ACS feature so let's just give it uh three to five minutes to uh like make this node online yes it will automatically go online sir since this is a pre-configured one or a has an ACS feature I'm sorry sir ohOkay that's good sir
54:00
Speaker 1
Ah, I see. Right, OK. I see, I see. Yes, that makes sense. OK. I'll let you know when it stops flashing. OK, it's solid blue. Okay. [silence] Yes. Okay. [silence] If I set a back to preferred name, does that mean I have to, I still have to reset my other I have to reconnect my devices too just because I've done a hard reset. [silence] Oh, I see. Okay. [silence] Okay, okay. [silence] On my laptop, I've connected to, oh let me just turn my wifi off and on again.
55:00
Speaker 2
Okay, so give it another minutes here, just to make sure that this is online. If if it stays solid won't you sir, try to connect to the parent node's WiFi name, the default, which is I believe connectivity here. Yes. Okay, then we will try adding this node sir to your network, before we before we change back the name to its preferred name. There are some devices here that will auto-connect, especially those smart devices. So some devices will auto-connect if you are using the same name. [silence] [silence]
56:00
Speaker 1
Guessing which the reset, it goes back to the password that's on it. Yeah. [silence] Okay, that's me back on the interview. Oh, yeah, see, yeah, okay, I'm on see here.
58:00
Speaker 2
Okay, don't forget to press the ASHR before going to connectivity. Okay? Okay. Then go to connectivity. Okay. Then CA router setup and add wireless child dot.
59:00
Speaker 1
[silence] No. [silence] Uh, no, the child [silence] child node [silence] remaining [silence] the same. [silence] Solid solid [silence] heartbeat. [silence] Should I turn the child [silence] node off and on? [silence] Would that [silence] do anything? [silence] Yeah. [silence] I'll give it a reboot.
60:00
Speaker 2
Is there any response? Is the child node linking? Still solid purple. Yeah, yeah, we can do that, sure, just reboot. okay, that's good. just let me know if it's back to purple. okay, are you [silence]
60:00
Speaker 1
Oh. Oh my god, it's worked. Okay, so I, it came back online purple, and then I, I pressed the add wireless child node, and it's now flashing red. Yeah, yeah. [silence]
63:00
Speaker 2
uh-huh. and then I test the wired wired child node uh-huh and this one I blast show me that's okay that's good can we give it three to five minutes sure yeah okay here people no
63:00
Speaker 1
It's still just flashing red. OK. OK. OK. Thanks. Silence]
69:00
Speaker 2
All right. I see. Uh, that's give it one minute more sir. We still have one minute 10 seconds left. Okay. And uh if it's still flashing, uh red sir, I'll just need to ask for, uh, a minute for uh, to please this call on hold. Okay. Oh, while we wait sir, uh uh let me just place you on hold. Thank you, sir, be right back.
69:00
Speaker 1
Yes, Hi, No, it's just solid red. Yeah, solid red. Yes. Um, yep. Okay, I'm in it. I'm in the CA version. Yep. Local net, OK it, local network, yes. OK. Yes, one, two, three.
73:00
Speaker 2
[silence] Hello, sir. [silence] Hi, sir, thank you so much for patiently waiting. Is there any response? [silence] Solid red. Okay. Sir, can you go back to the user interface of the parents nodes here? [silence] Yeah, okay, okay. Under CA, sir, kindly go to, sorry, under connectivity rather, go to local network. Okay? And uh go to the lower right here. You have DNS, Static DNS 1, Static DNS 2, SRN, WI. [silence]
73:00
Speaker 1
Yeah. Alt number eight of DNS-1. Yes. Yes. OK, so, uh, static DNS one now has it it it it it four four. Yep. Hello? Uh, yes. So that static DNS two is eight eight four four.
74:00
Speaker 2
Okay. For DNS 1 sir, can you change all box is number 8. [silence] Okay. For DNS 2 sir, replace it with 8844. [silence] Hello, sir. [silence] Okay, you can now tap on apply sir. WLANS, just leave it as it is.
74:00
Speaker 1
Okay, on DNS 3 is 0 0 0 0. Okay, apply.
75:00
Speaker 2
All zero. Yes, leave it zero. Sure. There [silence] [silence] There [silence]
75:00
Speaker 1
Okay, so it has, it kicked my laptop off it. So when I go to, okay. Okay, that's that done. Do we wanna retry child node again? It.
76:00
Speaker 2
Yes, just reconnect the Wi-Fi, sir. what's the light of the child nodes, sir? Is it still red?
76:00
Speaker 1
still red yes the child node yeah yeah okay it's just rebooting
77:00
Speaker 2
Yeah. Yes, the child nodes. [silence] Okay. [silence]
77:00
Speaker 1
okay, it's flashing red. What do you think the problem could be to think there's a, do you think it's a hardware problem? Yeah. No, I don't. Well, I bought it on Vinted. I guess I could ask the seller, if they have a receipt. I don't know where it came from. Yeah. Yeah. [silence]
80:00
Speaker 2
Okay. Yeah, sure. That's good. So let's give it a couple of minutes. Possibly hardware, sir. For that, sir. May I just ask you, do you have the receipt for this one, sir? For this, no. I see. Actually, sir, we don't have any return policy with return or replacement on us if this is purchased from a local store. So next suggestion that I can do, sir, is for you to return this to the store instead.
80:00
Speaker 1
Yeah, I don't think I'll be able to, but I can ask and see if if they've got their if they've got their receipt, but it's okay. It might be a lost cause. It wasn't it wasn't very expensive. Yeah. Yeah, yeah. No more. Yeah. It's just flashing still. Yes, I do. I could connect. [silence] Wait, I got disconnected.
81:00
Speaker 2
What? S I still sure uh you still paid for this so but then it's refurbished. M do you have a uh spare ethernet cable, sir?
81:00
Speaker 1
You trying connected? I've done that. I think I did that the last time. Can you try and plug into it? Yeah. Okay. Okay, just give me a minute to get
82:00
Speaker 2
Yes, yes, sir. Yes. And then we will add it, sir, again using wired method or wire child note. Okay. Yeah. [silence] [silence] [silence] [silence]
82:00
Speaker 1
Okay. It's still flashing red. I've got the Ethernet uh ready. So what, what should I do first? Okay. Uh, you mean hard reset? Yeah. Yeah. Okay. Okay. And then do you want me to plug in whenever it's solid? Solid color. Uh, that's it. I've, I've done the hard reset happening. I see, okay.
84:00
Speaker 2
Yes, sir. Reset again the child node, sir. [silence] Uh-huh. Hard reset, yes. [silence] I'm sorry, sir. [silence] Uh wait until it's set up per pulse, sir, then we will access the interface of the parent node, then add a child node using wired.
84:00
Speaker 1
Okay, that's it solid purple. Uh huh. Okay, let's see. Okay, so do I plug it in before I press add wired? Yeah. Plugging it in. Okay. Okay, and then add wired child nodes? Yeah. add wired child nodes. Yeah.
86:00
Speaker 2
OK, let's go ahead with the user interfacer. Then add it using wired child node. You can't put it now, sir. You can plug it now. [silence] Yes.
86:00
Speaker 1
Is it supposed to change color? It's still just solid purple. I see it. No. Oh, hold on, sorry. No, I think that the interface has kicked me out. Let me go back into the interface.
88:00
Speaker 2
yet should change color, sir. after add wireless child, no, wired child node, same thing on what happened to the, when we, um, add it via wireless, it should flash red, it's not. no. okay. um, uh, [silence]
88:00
Speaker 1
[silence] I can't get back into the um the user interface. The password doesn't seem to wanna work either. Do I reset password? The router password, yeah. It just says, it says internet connection is down. Yeah. You said password. Yes, I'm still wirelessly connected to the pair node.
89:00
Speaker 2
Umh uh huh Oh which password sure border password Yes yes Oh I'm sorry sir are you still connected your your link sister's parents node or not while it's connected okay okay yeah that's uh [silence]
89:00
Speaker 1
Okay. Oh, I think, I think because I'm plugged in via Ethernet to the child node, it's trying to make me log into the [silence] user interface of the child node on 192, 168, 11. It's connected through a adapter into my, into my laptop and it's plugged into the child nodes. Yes complimentary mode. parent to child mode. Okay Ethernet parent child mode, yeah. [silence]
90:00
Speaker 2
Sorry sir, where is this Ethernet cable connected? Oh, I see. So computer to child node. Oh, I see. How about parent to child node sir? Yes Yes Ethernet USB from the parent USB Internet USB I'm sorry, Ethernet to the child node.
91:00
Speaker 1
Okay, that's it. Ethernet to Ethernet, parent to child. So you want me to go to CA connectivity and add wired.
92:00
Speaker 2
Okay, that's it. Internet, internet. Yes. Do you want me to go to it? Yes, yes, sir. [silence]
92:00
Speaker 1
You bad Sam. No, that's not You're not doing anything. Yeah, no, add wired child mode, isn't isn't responsive. Uh, it's solid purple. No, it doesn't change. Okay. Okay. Yeah, that's okay. Yeah, thanks. [silence]
93:00
Speaker 2
Not still the same even adding child node. Oh, what's the light? Yes, sir. What is the light of the child notice there soup? The purple. And it's not doing anything when we try adding using wired. Okay, sir. I'll just need to ask, uh, I just need to ask again for another two minutes here. I'll just I will just confirm if I can escalate this case to our higher support. Okay. Stay on the line, sir. Thank you. Hello, sir. Hello, sir. Hi, sir. Thank you so much for the patiently waiting again, sir. So, here's what will happen, sir. I will ask you, sir, if you can have it returned and return to store. Maybe you can replace it with another item or a refund, the money. But if in the case, sir, that they will not have it. Uhm, refunded.
94:00
Speaker 1
Right. Okay. Okay, I understand. So, and if the if if I can't return it because I purchased it online, and I need to call, I need to call you back, yeah? Okay. Okay. Yes. If you can give me that. Thank you. Yeah, I'm ready. Yeah. Yeah. Oh, say it again. One three.
97:00
Speaker 2
place or refunded you can call us back just so that we can escalate this case to our second level support just but first option sir first options sir I will really ask you to return this to store okay if I can't return this because I purchased this online I need to call I need to call um yeah yeah just call us back so I will provide you your ticket number for your reference okay yes yes sir this is your ticket number sir let me know if you're ready yeah I'm ready okay so that will be L-T-S 0-0-1-3-5-7-1-3-5 [silence] 15 yes 157 and he died yes that's right sir just hold on sir, we'll open until 9 PM Mondays to Fridays, okay? you're welcome sir have a good day bye bye sir
97:00