V2 Rubric Detail — 432463a4-7a3c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:44
Duration
105m 59s
Contact
Martha Blenko
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#TE00135777
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 (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership3.57/5
Escalation4.00/5
Customer Exp2.14/5
Overall39.9% (-12.1)

V2 Grader Summary

The customer's issue was not resolved, and technical inaccuracies (incorrect reset method, wrong email, invalid light state) and lack of diagnostic tool use prevented resolution. However, the agent demonstrated ownership, set clear escalation steps, and maintained professionalism, making the Level 2 escalation appropriate despite the unresolved state.

V1 Case Analysis

Customer unable to connect to Wi-Fi or access router UI after resetting WHW03 mesh; escalated to L2 with callback scheduled.

Troubleshooting Steps
  • Performed 20-second factory reset on each mesh node.
  • Attempted 5-press pairing on the main node.
  • Guided customer to connect to the node’s default Wi-Fi SSID.
  • Instructed customer to open a browser to myrouter.local.
  • Checked Ethernet cable connection to the gateway.
  • Attempted to verify password and SSID on phone and laptop.
Key Observations
  • Agent provided incorrect support email addresses (customersupport@lenxis.com, customersupport@Linksysis.com).
  • Agent mixed up reset procedures (20-second hold vs 5-press pairing) and did not clarify which method applied to WHW03.
  • Agent did not verify ISP/WAN connectivity before troubleshooting Wi-Fi.
  • Customer was unable to connect to the default SSID despite repeated attempts.
  • Agent did not confirm whether the customer was attempting to connect to the correct default SSID/password from the label.
  • Call included long periods of silence and hold time without clear updates.
  • Agent escalated the call appropriately after failing to resolve the issue.
Positive Highlights
  • Collected the product model (WHW03) and serial number early in the call.
  • Attempted the correct 5-press pairing method for WHW series.
  • Escalated the case to Level 2 and scheduled a callback, providing a clear path forward.
Agent Errors / Gaps
  • Provided wrong support email addresses, leading to failed email delivery.
  • Mixed up reset procedures (20-second hold vs 5-press pairing) and did not explain which method was correct for WHW03.
  • Failed to verify ISP/WAN connectivity before troubleshooting Wi-Fi, missing a critical step.
  • Repeatedly asked the customer to repeat steps without confirming outcomes, leading to looping.
  • Did not confirm that the customer was attempting to connect to the correct default SSID (Velop-Setup-1FE) and password from the label.
  • Instructed customer to perform 5-press pairing after a 20-second reset, which contradicts documented procedure (5-press should be done on a functioning node).
  • Did not summarize next steps clearly until the very end of the call.
  • Wasted time troubleshooting email delivery instead of focusing on the primary issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never achieved internet or Wi-Fi access; issue remained unresolved by call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, cable checks, and access attempts but troubleshooting lacked logical flow and missed key diagnostics like IP verification or firmware check.
R3 Met Correct resolution path conf 90%
After extensive L1 troubleshooting failed, escalation to Level 2 was appropriate and aligned with support policy for unresolved technical cases.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (blinking red light, no internet) and asked about setup steps, but did not systematically isolate root cause (e.g., IP conflict, configuration loss).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (e.g., remote session, ping, router status page) were used despite repeated failure to access myrouter.local — a scenario requiring tool-based validation.
T3 Not Met No misinformation conf 95%
Agent instructed 'press and release five times' as a reset method (contradicts universal_factory_reset.md which requires holding for 10-20s), cited incorrect email (customersupport@lenxis.com), and referenced 'solid purple' light state not found in KB.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent silences, abrupt topic shifts, and failure to maintain control during confusion (e.g., repeated failed Wi-Fi connection attempts without reorientation).
C2 Not Met Confirmed understanding conf 90%
Used inconsistent terminology (e.g., 'main tower', 'baby pods') and gave complex instructions without confirming understanding; customer repeatedly expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the case throughout, performed multiple troubleshooting steps, and only escalated after sustained effort.
O2 Met Proactive follow-through conf 90%
Clearly communicated escalation to Level 2 with specific callback time (next day after 10 a.m. Eastern) and confirmed phone number.
O3 Not Met Closure confirmation conf 85%
Customer mentioned prior contact, but agent did not reference any history or prior actions taken, treating case as new.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation followed reasonable L1 troubleshooting and was justified by complexity beyond standard resolution paths.
E2 Partially Met Escalation prep & handoff conf 85%
Escalated to correct team (Level 2) and provided callback window, but omitted full model details and gave incorrect email address.
Customer Experience
X1 Met Customer effort minimised conf 90%
Repeatedly thanked customer for patience, apologized for delays, and maintained polite tone despite prolonged unresolved state.
X2 Not Met Tone & rapport conf 90%
Continued using same technical approach despite clear customer frustration and inability to follow instructions; failed to adapt pace or simplify.
X3 Not Met Overall experience conf 95%
Customer had to repeat resets, manually type Wi-Fi names, send multiple emails, and perform redundant steps due to agent’s misdirection.
Call Transcript136 turns · 152 lines
Speaker 1
Yes, uh, Gerald, I'm trying to set up my Linksys system with a new network and I tried the app, but that is not loading for, the app came up, but the setup for loading a system is not not coming up. Can you help me? [silence]
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 Linksys.com for more information about your product. [silence] Thank you for calling [silence] My name is Gerald. Go now, [silence] Sure, let me see what I can do.
00:00
Speaker 1
That's what I'm just looking for here. It's really hard to read. Serial number, okay. Two zero J 10 C. And I think there is a six six eight, two, 1725. I did call the other day, in there about what was going on. Okay.
01:00
Speaker 2
s e r i a l and model number of your links is better. All right, checking your record now.
01:00
Speaker 1
Yes, it's a new provider and I'm trying to get my Linksys system uh to uh to get it on my Linksys system so that we can use our Wi-Fi. Verizon is the new one. It it's a gateway 5g. and is
02:00
Speaker 2
All right. It says right here that your links is rather they are online based on the documentation. Unless there's something happened or oh, yeah, you said it's a new Internet provider right. Okay. Who's the the Internet provider, the current provider? Go ahead. Okay. Is that a plane, plane modem or also a router? K-25-G. Okay. [silence]
02:00
Speaker 1
Yeah. It's a box and all I did was plug in the wall. Um, yeah, me look forward here. I can give you the name of the network, uh, or the, but I don't see a model number on it. Oh, here it is. I'm sorry. It's on the bottom. The serial number is, oh, sorry. Just a sec. Okay, SKU colon ask, afk dash.
03:00
Speaker 2
can you got it can you give me the model number of that gateway all right thank you uh just maybe the yeah okay okay hmm [silence]
03:00
Speaker 1
N C M 1100. Yes. It's the same one. I haven't changed it. Correct. It's red. Right now it's blinking red, a slow blink.
04:00
Speaker 2
Is that a box and with two ports at the back? Okay. So the the main WHW03 that's the model number of your Linksys Mesh. That's the same main node, right? Or is okay. You did not swap the main node, right? It's the same main node. I'm just double checking. All right. So what's the light of that node right now? The Linksys node. Solid red or blinking red? What have you done so far? Did attempt to reset it or? I guess it's best to reset and start from scratch then. Blinking red means it did not detect the cable or the
05:00
Speaker 1
Okay. Okay. So what, what, go ahead. Go ahead. Okay. Okay. And how do I do that? I, no, they uh, there, I have them in three different rooms. I have, well, they've always been in three separate rooms to triangulate. Okay.
06:00
Speaker 2
So we... Mo... What we're going to do, we're going to reset the mesh. But you're going to need to rename the Wi-Fi and configure the internet settings of your your mesh router. Gather all the towers, your Linksys towers in one place together where the main tower is located. Plug them in, 3 to 5 ft away from the router. They need to be closer when setting them up. Correct when they're added, yes. I agree with that. [silence]
06:00
Speaker 1
Okay, well, let me, let me go get the other two and get them plugged in here in this room. Okay? I'll be right back. [silence]
07:00
Speaker 2
but when when setting it them up it has to be start close three to five feet we're doing the reset sure thank you okay [silence]
07:00
Speaker 1
[silence] Yeah. Yes, there is. Uh, right, connected, let me see. Right now I have it connected to a desktop computer. No, I can do, I've done it once but it didn't do anything. So let me do that now then. Let me. Let me disconnect it and put it into the gateway. [background music]
09:00
Speaker 2
okay. Can you try let's double check the physical connection at the bottom of your main tower, the main mesh. There's cable connected to it, right? The other end of that cable is connected to a just making sure it's correctly connected to the correct port. Oh, um, so your main mesh is not connected to your gateway? Let's see that. Okay.
10:00
Speaker 1
um, pines right out. Ooh. I think part's out. Okay. Now it's connected to the gateway. And the, uh, the, what's the color? Uh, they're all showing red, uh, well, no. Two of them are showing red, uh, And the other is a solid greed. No, no, it's one of the, uh, baby pods, I think is what they're called. uh, Oh. Now, the green, a different one turned green, and the other one turned blue. Um.
11:00
Speaker 2
What's a lot of the main note. Is that a main node, the one that's green. Uh, what's a lot of the main now?
11:00
Speaker 1
child nod is what it's called, right? Not right now. No. Um, what do you want in that one? Do you want me to disconnect the the cable and put it in the other port? Okay. [silence]
12:00
Speaker 2
Okay, what about the computer? Is that connected to anything? not right now there is, there are two ports at the bottom of the main mesh, can you try the other one? Disconnect the cable connected to the other port. they're not labeled label um so it's just one and two. so you use the port two inside of the port one. Yes, yes. Correct.
13:00
Speaker 1
Okay, it's connected now. And now the main node is blue and the child nodes are, uh, solid blue. One of the child nodes is blinking red, the other one is solid red. Now, now the main node is a solid red. Okay. Okay.
14:00
Speaker 2
Okay Blinking blue. Right. Oh At least it's red now, so that's a good. That's good, it oh, it's it's uh it's waiting two minutes. Let's see if it can obtain IP address. Oh, just two minutes. I'm setting timer now two minutes. Yeah it'll be.
14:00
Speaker 1
All three nodes are now showing solid green. Let me see. Yeah, let me open up my laptop here. Okay. Let me have it showing.
15:00
Speaker 2
Can you try to connect to your link Wi-Fi, and check if you can access the internet? OK
16:00
Speaker 1
um uh it's not showing up let me get out of this again and go in again um it says no internet access no connection available but my nodes are still green so but it's not showing up on the computer i can when i go to my um
17:00
Speaker 2
Got it. Hmm. Weird. What about, if you used your phone? Can you see the network name of your Linksys mesh?
17:00
Speaker 1
settings. Let me, let me look at it again, but when I go to my settings, yeah, I've got the Verizon network on my phone. I can't get it on the TVs because the next the Lenksys system isn't working. On my phone, yes, I can see it. Nope. It's not showing on my laptop. Uh of course, my phone has cellular data, so it doesn't require the Wi-Fi. Although I have Wi-Fi signal on my phone, it's showing it's full, but I'm not getting anything. Well, no, it would. I can use my phone's Wi-Fi.
18:00
Speaker 2
So you can't see the wifi name of your linkus mesh in your phone, correct? In your laptop, can you see that or no? Uh.
18:00
Speaker 1
So, I'm not sure what to do. Uh, what I thought I was going to have to do and I went onto my, uh, and something came up that said set up a new network and I hit that and then that just continued to circle it never opened up. Uh, yes, now So I should disconnect it from the, I'll have to disconnect it from the network box to connect it to my computer. Yes, okay.
19:00
Speaker 2
yeah, because we did not reset, uh, the router, it should be the same settings, so, uh, we didn't, uh, you don't need to set it up. Um, your, your computer does it have Ethernet port? Uh, yes. Can you connect it to the length this main meshes? Apparent no? The Berizon box. Yes. Yes.
19:00
Speaker 1
OK. Now, it's connected. Let me see if anything happens. It says no internet access, so maybe I need to give it a minute. Yeah, it's not showing up on my laptop. How I get that again? I didn't quite understand it. Uh-huh.
20:00
Speaker 2
Okay, um, all right. All right, let's just let's just proceed and reset the router. But what's going to happen after the reset is that all the settings of the I mean all the settings you configure to your Linksys router mesh will be back to default and you'll have to manually configure all the settings, okay? If you agree, we can proceed. And just make sure that you understand. So, what's going to happen is that we will reset the links that mesh that you have. But once we do that, it will be back to factory settings and settings you configure.
21:00
Speaker 1
And then I have to completely set, well, I'll, I'll figure it out or you'll have to help me. That's fine cuz nothing's working right now, so. We can try it. All. Okay. So each, each node hit the reset button. For what seconds? Do I hold it down? All right, can you time me? I'm going now. [silence] All right, can you time me, so I'm going now. All right, can you time? For me? I'm going now. Okay. You still talking to me. Well, could you time me?
22:00
Speaker 2
Okay. First the reset button of those nodes. Hold the reset button 20 seconds each nodes. 20 seconds, yes. 20 seconds. Yeah, hold it down for 20 seconds. Yes.
22:00
Speaker 1
Okay. That was the main node. Now I'll do one of the child node. And I'm starting it now. [silence] I just now did it and All right. Okay, you want me to do the third node now? Okay, starting now. Okay. All right, all three notes you're showing solid blue.
23:00
Speaker 2
yes, I'll submit. Uh, did you already let go of the reset button? Like, yeah, I was talking, this is how I'll submit. Yeah, that's okay. Uh, it's more than 20 seconds. You can let go now. Let me know once they're showing it, uh, magenta light or purple, or pinkish red.
25:00
Speaker 1
the pinkish red. One is green and one is blue. I'll be resetting them again. [silence] I actually can't tell if this is purple or blue. One is definitely blue and one might be purple. It's kinda hard to tell.
26:00
Speaker 2
We need them to be the same pinkish-red and let's start the setup. No, we're not going to reset them again. We're just waiting for them to show the solid purple or pink red light.
26:00
Speaker 1
I think, it's not the bright blue, that's for sure. Now it's red. And one is blue. Or is the pink red? That's what we want. It's still blue. It's the main mesh that's still blue. [ silence ] Looks like the main mesh is now purple, so maybe it's going to turn pink then. [silence] Okay. One, two, three, four, five. Okay? That's done. No, it still looks like it's purple. No, it's not blinking. [silence]
27:00
Speaker 2
Alright, that's okay, let's start the setup. Um, press and release the reset button of the main node five times, uh, it sounds like it's pressed, released, press, uh, released. Do it five times. Reset button of the main node. [inaudible] What's the light now? Is it blinking white or what is it? Still the same, solid. It's not blinking.
29:00
Speaker 1
I'm able to reach it. I'm able to reach it. Okay. So you tell me to press and release. Okay. Okay. Um, it's blue or purple. I think it's purple. Nope. No, it's not. [silence]
30:00
Speaker 2
Let's try it again, but this time I say press, you press, I say let go, you let go. You might need a pen to push the reset button down or or something. All right. Let's do it. So press. Release. Press. Release. Press. Release. Press. Release. Press and release. That's five times. What's the light? It's supposed to blink. Not blinking? Not pulsing? No. All right. I guess we're going to do the manual setup. Go to your phone settings, find the Wi-Fi name of the main node, the Wi-Fi name of that is buildp, but
30:00
Speaker 1
I I'm sorry I'm not understanding what you want me to do. uh oh okay um uh. Yes, it is a low a lower dash vellup setup 1 S E. There's a yes there is a password here.
31:00
Speaker 2
The last three digits is kind of unique so you need to check the bottom part of the main node. There's the Wifi name and password there. let's do it this way. So, go go to the main node bottom part, check the bottom part. You will see the Wifi name. What's the Wifi name? There's also a password there, right? Do not tell me the password. I'm just asking if you can see that. Okay, go to your. Oh, wait. I just remembered. The computer is still wired in directly to the
31:00
Speaker 1
The laptop and the main mesh are connected, yes. [silence] Uh, yeah, it says it can't reach this page. Let me try something. [silence] Yeah, my browser [silence]
32:00
Speaker 2
brother, right? the main mesh, correct? okay, go, go to your laptop and open a browser. You have a, you have the browser open now? Okay. I'm gonna give, no I'm gonna give you a web address. go to my router.local. Tap that into the upper search bar of your Google Chrome or Microsoft Edge.
32:00
Speaker 1
My router. Dot log. And hit go, hit enter. Can't reach this page. The IP address could not be found. All right, my Wi-Fi settings on the on my laptop. Yeah, and that's the little, the little map thing down there, right?
33:00
Speaker 2
yes. myrouter.local. yes.local. yes. hmm. I guess we're going to need to connect your laptop to the firewall. Go to your laptop Wi Fi settings and find the Wi Fi name Belloup setup 1. FE. Oh no. 1. FE. Yes. Go to your laptop Wi Fi settings.
33:00
Speaker 1
and the right-hand corner yeah and I I when I click that I get a screen that says airplane mode accessibility energy saver live captions night like night light and nearby sharing there's what going right No, I don't see the Wi-Fi symbol on here Well, I usually go to this icon and then what I then I choose my my router
34:00
Speaker 2
correct click that there's also a Wi-Fi symbol right and there's an arrow going right correct beside it so there's the Wi-Fi symbol you can see that correct how do you connect your laptop to the Wi-Fi
34:00
Speaker 1
So my, you know, my network. But it's not showing. It's not showing anything, it's just showing the screen with those things that I just mentioned, the six, um, the six icons there, airplane mode, accessibility, energy saver, live captions, night light and nearby sharing. And that's it, and then there's the a volume switch and my battery power. And that's all that's here. It's not showing me any, let's see. No, it's kind of dull. It's blacked out. Accessibility is like,
35:00
Speaker 2
[silence] right can you do that [silence] right is the airplane mode highlighted or now or it's grayed out [silence] okay
35:00
Speaker 1
let's, see if, that's, thing, nope, okay, it, is, it, is, um, I, don't, yet, bottom, left, oh, yeah, there we, go, want me to hit that, now, okay.
36:00
Speaker 2
Oh, that's a different. thing. Is that a Windows or a Mac? That sounds like a Windows computer. Windows, okay. Do you see the Windows key in your keyboard, right? The Windows key. The four boxes together. Usually locate it at the bottom left of the keyboard. Press that. Yeah, press that and then it will show you something, then just use your keyboard and then type in network connection. Do it right away. After you press that, then type in that where connection.
36:00
Speaker 1
It says, welcome to live captions. Do you want to continue and set up live captions? No. Let me try that again. Let me go to windows. Go ahead. On the computer screen right now. No. Nope, I don't see anything that looks like a windows.
37:00
Speaker 2
Or do you see the all right so if that's the Windows 11 the Windows icon should be a blue box a color blue box and four boxes together beside it, there's like a search box. Can you see that? Yeah, usually located at the bottom middle of the screen a bottom corner at the middle. Okay, then it's probably Windows 10.
37:00
Speaker 1
Yes. No. Oh yes, I do. Yes. I don't think I pressed something. When I pressed it, it said, "Welcome to live captions again. " Oh, you don't want to do that. Let's see. Yeah, there's a little box here with four blue squares.
38:00
Speaker 2
let's skip the uh, so can you see at the bottom left corner of this the screen, the computer screen, the Windows icon and beside it, there's a search engine, right? no, okay, use that search engine and then go to network connection, just type in network connection, it will show you something, something like a control panel. [silence] yeah, that one, it sounds like a Windows 10, and beside it, there's a Windows icon or a magnifying glass icon, right?
38:00
Speaker 1
OK, so yes, now I've got a list of various things. Network connections, is that what I want? Click all right, all right. It just went away. Um, network and internet, can I try that? No, it's not. It's not doing anything. And it says no internet access.
39:00
Speaker 2
Yes, search for network connection. Just search it network connections. Okay, yeah, let's try that network and internet. No, just click network and internet. If you can see that, go to that network and internet.
39:00
Speaker 1
Mm-hmm. Let's try this again. Okay. My phone setting. It's an Apple. Okay? I'm there. Yeah. My Verizon Wi-Fi. It is...
40:00
Speaker 2
I guess it, I, I guess it would be easy for us to use the app then. um, go to your phone settings. Is your, is your phone iPhone or android? Okay. Go to phone settings. And look for the WiFi name. uh, go to WiFi settings, I forgot. uh, go to WiFi settings. And then look for the WiFi name. No, do not connect to be right.
40:00
Speaker 1
Yeah.
41:00
Speaker 2
Wi-Fi connect to Belink setup or Belink setup Wi-Fi F1A. I forgot. What was that? Yeah, one F-E. Sorry, one F-E. Find that name. No, no need to search for, I mean, you need to search it but no need to use the search engine. Just go to phone settings. If you're on phone settings, go to Wi-Fi. Stop the Wi-Fi option. I mean, yeah. There are three Bel-Link, I believe. So, find the Bel-Link 1F-E. Look for that name. Yeah.
41:00
Speaker 1
now. I have. Yeah. Vel vet one, as we. And there's a valet 084 and 558. Okay. So what do you want me to hit that? It says no internet connection. Well, looks like there's a password there already and I don't know what it is. S. auto joint. Um, it says no, no internet connection. If this is your Wi-Fi network, try restarting the modem and router or contact. Your ISP. [silence]
42:00
Speaker 2
Hmm. this is one FE. it says no internet connection I mean connect to that. is it asking for a password? but are you connected? Alright, give me a minute or two. I'll be right back, okay? All right, bye. Thank you.
42:00
Speaker 1
Ric? Ric? Are you in the bathroom? Okay, come in and see me when you get out. I'm still working with this guy.
45:00
Speaker 2
hello all right, thank you so much for patiently waiting on the line, so let's let's go back to your uh, computer, your laptop, okay, you see the wi-fi symbol, right? click that, that's the at the bottom right corner
47:00
Speaker 1
Right. Yep. It's not doing it. It's just showing me what it what it did before. So now here we go. I got home system, Bluetooth, network and internet, apps academy. and it says no internet access. Your device can only access other devices on your local network and get help. Should I hit get help and see what it does? No. Now it's not coming up. The top left just to just to X out.
48:00
Speaker 2
Yeah, click that. It's still not showing? Okay, click network and Internet. Yeah. Uh, wait, after you click network and Internet, that's what came up. You don't see the network and sharing center? No. What about the what what what are the option at the top left? Yeah.
48:00
Speaker 1
And it is clearly says no internet access. But again, the nodes aren't working. And so therefore, my Wi-Fi is not getting triangulated. And that's what helps with the Wi-Fi here. I do. Let me go find it. [silence]
49:00
Speaker 2
Okay. Do you have an iPad? Perfect. Maybe we can try that. Yeah. Yeah, let's get your iPad. Thank you. [silence]
50:00
Speaker 1
log in here. Okay, you want me to go to settings? Hello? Okay. It's not connecting. I see evolved setup, but it's 5.58. Let me.
51:00
Speaker 2
oh sorry yeah settings then go to Wi Fi look for the Wi-Fi name underscore Valet Setup 1f e scroll down find 1f e the other three correct three options
51:00
Speaker 1
OK, vellop. and what, tell me the whole name again, vellop, setup. OK. and let's see. Vellop setup one. see if it's going to give me. Uh I typed the name in. Uh, oh, it needs a password. Let me see what the password is. [silence]
52:00
Speaker 2
val-op setup one FE one FE the only you need to you look for the last three digits slash three characters mm pressed enter that I mean you found it
52:00
Speaker 1
Hey Rick, would you get me a flashlight please? These letters are so tiny and my husband's getting me a flashlight. I can't, a flashlight, get me a little flashlight please. Thank you. [silence] remove same thing it says anay on because the fingers right could any find it or put the password and see maybe i needed that little dash it to develop by let me see if it's gonna. yeah can't find it. let me let me the dash that I put in it's not the dash I wanted um a small dash the one on the
53:00
Speaker 2
still cannot found it [silence] Binding it okay
55:00
Speaker 1
There we go. Not again now. And S.E. capitalized. No, still not fun. Wait a minute. Uh, no let me finish typing it cause I spelled that incorrectly.
56:00
Speaker 2
okay, you're still in your network settings right now waifi things, I mean, right, and do you see the available network, do you have the option show available networks.
56:00
Speaker 1
But I'm going to make one. I'm going to make one. I'm going to put the ethernet cable in one of these. Right. [silence] Okay.
58:00
Speaker 2
get one of the child node and make that as a new parent node, just connect it the same way as the current main node is connected to the internet source, the gateway, just do that. And turn off all the nodes except the main node. The, the, the, the going it to become the, the main node. Because we need to swap them. You've got, one of the. The, the, the it, it's in the network. Yeah. Yes, yes. And then turn up the rest of the nodes after that. Turn them off.
58:00
Speaker 1
Okay. [silence] check. [silence] Yes. Yes, they are. All right, and let me get the pass word here. Seven, seven. Okay. It says it's joining, but it's going to take a bit.
59:00
Speaker 2
iPad phone set, I mean, iPhone Settings, and then go to Wi-Fi Settings. Do not search the name. Just show available networks, then select the name. Developed set of name. There's only one there.
60:00
Speaker 1
It says, unexistent in the network. Hmm. someone types the password in, right? M, E, U. M, E, U. Was it this one? Or not? OK.
61:00
Speaker 2
[KEEP_UNCERTAIN] okay long long Can you check if the name that you're trying to connect the Wi-Fi you're trying to connect much the the note name? So check check the bottom. It match. Okay, perfect. Yeah. So check the password. It make maybe it's incorrect.
61:00
Speaker 1
I'd do it again. Unable to join the network. I I'm sure of that y files are incorrect. I would just and we've just replaced that mistake twice. What's, what's a recovery key on the note? What, what, what does that mean? okay. Oh.
62:00
Speaker 2
but you're not yet connected to Wi-Fi, so you can't use the recovery key. You can only use that when you connect to Wi-Fi. So that's, that's, that's really weird.
62:00
Speaker 1
now, let's see. Well, I don't have an ethernet to my to my iPad, but I guess it doesn't take one, does it? It's not going to make a difference. Yeah, I'll see if it will do that. Yes. Okay, there's the I might let me put the password in now. And [silence]
63:00
Speaker 2
What about your... Yeah, what happened? No, that's fine. Do not use ethernet. Um, let's use the... Problem is how do we connect to Wi-Fi? Can you try your phone and connect that to the Wi-Fi? The underscore velo setup Wi-Fi. And you're using the password of the node, right? Not the router, not the gateway. Okay.
63:00
Speaker 1
[silence] I'm sorry. I thought, oh, oh my. I'm getting my phone and my dad mixed up. I'm sorry. Let me do this again. N E U 721, N E 721. 7, 2, 3, 4.
64:00
Speaker 2
does that password have like a zero or letter L?
65:00
Speaker 1
No, no. I've got VPS set up. 084 is the name of the node and I typed in the password for this node. I've done it twice now and it's not letting me join it. Do you think there's something wrong with my nodes? I've had these. They're about nine years old. [silence]
66:00
Speaker 2
Okay, you're typing, I mean, you select the Wi-Fi, right? You selected the Wi-Fi and then enter the password, you did not search the name, right? Or do it manually, you did not do that, right? I'm not too sure about that, but um, it's gonna be a real problem if we can't connect to Wi-Fi. That means we can't use the the Wi-Fi of that. But I think it's not it's not defective. We just need to configure it. But if if you had this one for nine years, it will be best to upgrade. But right now, let's do the troubleshooting to figure out what's going on with this. Unless unless you don't want you don't want to.
66:00
Speaker 1
Well, I don't know, is there anyone else who could help me who might have and and other a different view on how to do this or? Um, I'll enter it again. Okay. Alright. Will you time it for me? Right. Starting now. [silence]
67:00
Speaker 2
That's actually the first step. We're actually in the first step, and that that should be the. I mean, I'm expert with this I can help but the problem is that we can't connect to the Wi-Fi. Either you're entering incorrectly or or something else. I Once we're connected, we can proceed to the next step. We can proceed if you can't connect. So, how about you reset the rather press and hold the reset button, hold it down for 20 seconds. Do longer. Uh 30 seconds 2 30 seconds. Sure, I can.
67:00
Speaker 1
All right. And it's showing solid blue right now.
70:00
Speaker 2
All right. You can let go now. I extended the time for another minute. So make sure it's properly reset. Okay, let it boot up and let's see.
70:00
Speaker 1
see we're waiting for the, the color to change. Looks like it's purple now. [silence] Okay.
71:00
Speaker 2
Yeah, solid purple or pink red. Yep. Okay, let's go to your phone settings and you should see the Wi-Fi name there, the Wi-Fi of that node, so, developer setup, there's only one there.
71:00
Speaker 1
All right. It's not, I mean, I'm already in my Wi-Fi setting. And it's not letting me delete what I've already put in. Okay. [silence]
72:00
Speaker 2
Okay, how about force close the settings just if that's iPhone, um, top the home screen twice and scroll it up. Swipe it up. Yeah, just first close the the settings. You know, you know how to do that. And just close the settings or if you're still on the Wi-Fi, just toggle off the Wi-Fi and toggle it back on. That will restart the network. Yeah, just toggle the Wi-Fi off and on the the Wi-Fi settings on your phone. I mean, in your phone.
72:00
Speaker 1
Um my phone does it if the last name is B Blanko B with as in boy L E N as in Nancy K.O okay okay [silence]
74:00
Speaker 2
do you have internet right now right okay uh is your email let me let me make sure so is your email M-A-R-T-E-N-K-O at yahoo.com Thank you. So take a screenshot of that. I need to know what what do you you see there. So take a screenshot of that and send it to me. I'm gonna send you a message. Message is going to be a test. And reply to that with a screenshot. Okay? Attach to a screenshot. All right. Sending a message now. I mean email. All right. That's time. Check your email.
74:00
Speaker 1
Okay. What will the name be on the mail? Okay. I'm not seeing it. My first name is M-A-R-T-Y. Is that right? And it is at yahoo.com.
75:00
Speaker 2
Link test with the ticket number, no internet connection. and my subject. No internet connection. Yeah, I got it. All right. Just refresh the email or check your spam. Maybe it's there.
75:00
Speaker 1
Oh, here we go. It just came through. All right. And what do you want me to do now? Okay. I know how to send a screenshot in an email or a text, but I don't know how to attach one to a an email I already have. How do I Okay. Let me get the picture back then. [ silence ]
76:00
Speaker 2
I touch a screenshot just so I can see what it looks like, because we're not getting anywhere. So I need to know what you're looking at while we can't connect. you can just copy the the email then then send it send it to me.
76:00
Speaker 1
All right.
77:00
Speaker 2
customer support at Linksys.com
77:00
Speaker 1
Yes, hello? You don't see? Yes, let me do it again.
80:00
Speaker 2
Hello. [silence] So I checked the emails right here. Uh I don't see your email here. [silence] And I tried to double check. [silence] Yeah I can't see. Did you send it to customersupport@lenxis.com? [silence]
80:00
Speaker 1
Oh, so it is. Okay. I don't know why I thought it was why. Okay, let me, I'm sorry, let me try it again. [silence]
82:00
Speaker 2
i'm checking so did did you okay loading did the link sis is it l-i-n-k-s-y-s or how do you how did you spell that no l-i-n-k it should be link the word link and then s-y-s yeah the the word link and then s-y-s thank you
82:00
Speaker 1
Okay. Sending it again. I'm sorry about that. [silence]
83:00
Speaker 2
It's okay. It's okay. Um, let me check on that.
83:00
Speaker 1
Yes. Yes. Let me pull it up again. Okay.
85:00
Speaker 2
I'm sorry. I keep reloading the the emails right here. Okay. Is still I don't see the email. Did you you send it to customersupport@Linksysis.com? It's okay. Uh let's just I'm just gonna figure something else and instead of instead of that. Okay. Um what how did we do this? One second. Let me think.
85:00
Speaker 1
I, cannot, get, cannot get my, my internet, my internet will not show on my iPad right now, my, my, um, hot spot is not, not working. I'll try, but you wanted me to go on my iPad. I can't use my iPad right now. So I'll use my phone, because it, it doesn't have cellular data. I, the way I use it is.
86:00
Speaker 2
let's try this again. go to your iPad settings, the the gear icon. look for that. wait, hold on. do not. do not connect to hotspot. we're not trying to connect to hotspot. we're trying to connect to your lynx's Wi-Fi. Yes. I I I I why? you can't use your iPad?
86:00
Speaker 1
Using a hotspot on my phone, and it's not sending it, my pad. Okay. All right, I'm there. Right, I'm on it. Nope. It's not giving it to me. I can now, I'm not, yes, I can see Verizon and some neighbors, networks.
87:00
Speaker 2
then then I see so I guess we're now on the same page then when I try to walk you through on how to connect your Wi-Fi. It's probably the I know let's try again. Let's go to your iPad settings. Let me help you with this. I'm expert with this. Just go to your iPad settings. Thank you. And go to Wi-Fi settings. And find the Wi-Fi name bell hop setup show available networks if you have that option. okay, but you you can see a bunch of networks right? Your neighbor's network, your home network, your bar reason network, right? Okay. You can see the underscore ball.
87:00
Speaker 1
No, it's not showing. It was, but I guess I lost my Wi-Fi on my iPad and for whatever reason, it's not letting me try one more time, but it's not my, my hotspot's not sending it over. Okay. It links this is links. This is not showing up on my, what me to put in links is.
88:00
Speaker 2
[silence] up. Can you see that? You don't need to connect to hotspot. We can't configure the settings of your linksys router if you're trying to connect to hotspot. [silence] And still, even if you don't have internet connection, the signal of the I mean, the links should nodes should broadcast Wi-Fi still. [silence] No internet, though. So, yeah. [silence] Do not do it manually. We already tried that didn't work. Give me I'll see what I but I can do right here? me three minutes, okay? I'll be right back. I'm just gonna gather my resources right here.
88:00
Speaker 1
Hello? Yes. okay. I I I mean, I can try. I've got a desktop. [static noise]
100:00
Speaker 2
Hello? I'm sorry. Yeah. I think it's so much for patiently waiting on the line. I'm sorry for the very long hold. Uh try to see what what else we can do right here. So here's what we're gonna do instead. Uh let me ask you a quick question. Do you have a computer that can be hardware directly to the Linksys uh router? Like designed up Ethernet port on your laptop?
100:00
Speaker 1
There.
101:00
Speaker 2
Oh, you are, you have a desktop? Okay. Uh, not right now. Uh, okay. So what's going to happen is that I think we have tried everything that we can do right here as a level one support, but I'm going to to your ticket to the level two support. I just need to know if you have like a computer or desktop that can be hard direct directly connected to the router because they might need to ask. I mean you will probably going to get asked for that. So yeah, they're more expert with this. They for sure can do something about this situation. Okay?
101:00
Speaker 1
cause my, right now, my ether, net cord is plugged into the Linksys and my laptop, I can plug it into the computer, and then if you want me to hook it into my router, I have to disconnect it from Linksys, Is that what you want me to do? My laptop is, but not the desktop. what's that?
102:00
Speaker 2
So you mean say that the the the computer now is already Connect to Linksys by ca cable? Your laptop yes. Okay, so it's hardwired right? It's hardwired to the
102:00
Speaker 1
[KEEP_UNCERTAIN] My laptop is, yes. You're going to do, I'm not understanding you. I'm not understanding what you're saying. OK, can I just call back tomorrow? Yeah, have them call me back tomorrow. Let me take a look at tomorrow. Let me see what's going on tomorrow. Tomorrow's.
103:00
Speaker 2
Main tower. The current main tower, right? So, I'll take note of that and yeah, uh, I'll, I'm just going to escalate your ticket to level two support. Is that okay? You can. [silence] I'm going to escalate your ticket to the label to support, but the callback is going to take two to three hours because they're currently engaged on a call right now. Uh, sure, you can give us a call back tomorrow or they can call you back tomorrow, whichever you prefer. Sure. What is the, you have? Sir, sir, go ahead.
103:00
Speaker 1
yeah, I'm free tomorrow. So if they could call me tomorrow, that higher level of support, right? Or can I call them? Which one which is best? Okay. Okay. 3 0 4 5 4 4 2 0 7 7. Um, you know, any time after, say, 10:00 a.m. Is that what are there
104:00
Speaker 2
speech. Oh, you can't call them unless they send you a message, but, but, yeah, they will be the one to call you back. Uh, if you miss the call, check your email. They're, they're probably going to send you a message or email on what, what to do next. But, but right now, um, what's your basket number? Mhm. And what time tomorrow? AM. All right, continue. What's your question?
104:00
Speaker 1
What, yeah, 10 at 10:00 a.m. or after? No, Eastern. But if they could at least email me and tell me what time they'll call that would make that would help me. Okay, so would you read back my phone number? Make sure you got it right. That's correct. That's correct. All right. Thanks for your time. Okay? Bye bye. [silence]
105:00
Speaker 2
Central Time, Eastern. Yeah. Eastern. Okay. Sure. I'll put that on my documentation so that they can see that and yeah they will do something about it. Uhm. Sure, sure. So that's three zero four, five four four, two zero seven seven. Alright thank you so much. I really appreciate your patience with this and your cooperation even though we have not fixed the problem. for now. Thank you. Bye Bye. Take care.
105:00