V2 Rubric Detail — 445d8914-6676-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 15:49
Duration
108m 0s
Contact
Chris Jimison
Issue Type
Speed/Performance
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133251
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall80.0% (+24.0)

V2 Grader Summary

The issue was fully resolved when speeds returned to 300 Mbps after a power cycle, confirmed by the customer. While troubleshooting was thorough, the agent provided materially incorrect technical guidance—directing the customer to a non-existent URL and assuming a default password—warranting a Not Met on T3. Communication was functional but lacked refinement, resulting in partial scores across C1, C2, X1, X2, and X3.

V1 Case Analysis

Customer reported wired speed drop on MBE7000 (300 Mbps ISP). Performed speed tests, checked port status, swapped Ethernet cables/ports, reset MX6200 child node, and power-cycled modem and router. Speeds restored to ~300 Mbps after power-cycle.

Troubleshooting Steps
  • Direct speed test to modem to verify ISP speed.
  • Checked router port status and swapped Ethernet cables/ports.
  • Reset child MX6200 node (5-press method).
  • Power-cycled modem and MBE7000 router, waited for solid white LED.
  • Ran multiple speed tests after each step.
Key Observations
  • Agent provided incorrect admin URL ('smartwifi.tools' at [53:00]) and gave confusing password instructions ('admin' vs custom password at [17:00]).
  • Call flow was inefficient with repeated instructions (e.g., asking to plug into modem twice at [04:00] and [07:00]), long silences, and unclear next steps.
  • Despite poor handling, the final power-cycle resolved the issue, and the agent confirmed resolution with multiple speed tests.
Positive Highlights
  • Agent persisted through multiple troubleshooting attempts and ultimately identified that a full power-cycle of modem and router restored expected speeds ([95:00]–[105:00]).
  • Confirmed resolution with three speed tests after the fix, ensuring the issue was actually resolved ([104:00]–[105:00]).
  • Provided ticket number 133-251 at the end for future reference ([107:00]).
  • Apologized for inconvenience and acknowledged customer's frustration ([09:00], [107:00]).
Agent Errors / Gaps
  • Provided incorrect admin URL: 'smartwifi.tools' instead of 'linksyssmartwifi.com' or 'myrouter.local' ([53:00]).
  • Gave conflicting login instructions: told customer to use 'admin' but also to use custom password without clarifying which applies ([17:00]).
  • Repeatedly asked customer to repeat steps already performed (e.g., plugging into modem at [04:00] and [07:00]), causing avoidable loops.
  • Failed to confirm access to web interface before instructing further steps ([16:00]–[17:00]).
  • Misidentified customer's computer as an HP despite correction ([46:00]–[50:00]), showing poor listening.
  • Suggested swapping parent node with MX6200 child node ([69:00]–[73:00]), which is not a valid troubleshooting step for speed issues and risks misconfiguration.
  • Incorrectly stated that MBE7000 is Wi-Fi 7 ([94:00]), which is factually wrong (MBE7000 is Wi-Fi 6E).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I don't know what you did but you fixed it' and reports speeds restored to ~300 Mbps after power cycling.
R2 Met Diagnostic thoroughness conf 96%
Agent conducted full isolation: tested modem directly, verified router speeds, checked port status, swapped cables and ports, used alternate device, and accessed router UI.
R3 Met Correct resolution path conf 95%
Agent pursued appropriate troubleshooting path for performance issue (cables, ports, power cycle) without dismissing due to age; resolved without unnecessary escalation.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (speed drop), isolated to router via direct modem test, then systematically ruled out cables, ports, and devices.
T2 Met Appropriate tools / resources used conf 95%
Used speedtest.net, router web interface (192.168.1.1), port status page, physical cable swaps, and node reset — all appropriate tools for the issue.
T3 Not Met No misinformation conf 92%
Agent incorrectly instructed to use default 'admin' password (not guaranteed) and directed to non-existent 'smartwifi.tools'; also misstated upload speed values repeatedly.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained general direction but lost control during long silences, repetitive instructions, and failure to clarify steps, causing customer confusion.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms like 'port status' and 'media prioritizer' without confirming understanding; customer asked 'what does that even mean?'
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, performed all troubleshooting, and did not transfer or abandon.
O2 Met Proactive follow-through conf 95%
Provided clear next steps (power cycle, speed test) and closed with ticket number for continuity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact on this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent did not escalate unnecessarily; only mentioned escalation after attempting full troubleshooting, and resolved issue independently.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required after successful resolution.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent offered generic apologies but did not acknowledge customer’s repeated efforts or frustration specifically.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady pace but failed to adjust tone when customer expressed confusion and impatience.
X3 Partially Met Overall experience conf 85%
Customer repeated speed tests and cable swaps multiple times; agent could have consolidated steps to reduce effort.
Call Transcript151 turns · 170 lines
Speaker 2
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 products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's 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. Hi, thank you for calling Linksys. This is Regine Okunihovil today. Yes, I'm good also. And how are you today?
00:00
Speaker 1
Oh, I'm, I'm, I'm doing okay. I've got a uh Lynsky router that's uh kind of blowing down on me and I'm not sure why. Um, I know it's less than three years old. Um, I have the model if you need that. Yeah. Uh I am. Chris, Chriss. Last name is Jimison, J-I-M-I-S-O-N. Four zero 6 9 8 1 8 1 5. Uh, is Chris Jimison at hotmail. So C-H-R-I-S.
01:00
Speaker 2
But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name? And your callback number? And your email?
01:00
Speaker 1
Yeah, J-I-M-I-S-O-N@hotmail.com. Yeah, let me see. Part number is 5-9-A-1-0-M-2-1-E-0-0-0-0-0-7.
02:00
Speaker 2
O. K. it's Chris, Jameson at hotmail.com and you mentioned earlier that you have one linked to that router. Can you please provide the serial number? O. K. so 59 A for Alpha, 10 M for Michael. 21 E for Edward. 0 0 0 0 0 0 0 7.
02:00
Speaker 1
Correct. Yep, that's correct. Uh, Verizon. What is the light indicator? It's white. what's the what? Oh, the concern is is I have 300 megabits going into the router and I'm only receiving about anywhere from 60 to 80 coming out. Um, sometimes even less. It's really bouncing around. And that's also checking it wired. So not just wireless. Um, if I connect... [silence]
03:00
Speaker 2
okay so the model number for link is described as an mbe 7000 and who is your internet service provider and what is the light indicator of the router yes solid white which means it's working but it looks like they shipped this router their concern all about with this device just be safe good luck
03:00
Speaker 1
My computer straight to the Verizon box. I'm getting 300, 320 megabits. And when I hook it up to the router and I run it hardwired off the router, I'm getting sometimes 25, sometimes 80, sometimes 100, I just have a really big drop. And I used to, it didn't used to happen. I mean, I used to always get what, you know, I used to always get 300 off of it. So, I don't know what happened. Oh, sure.
04:00
Speaker 2
Okay. Now for an, Okay. So for an isolation, can you please plug your computer directly to the modem? And let's run a speed test. [silence] Okay. Now for an, Okay. So for an isolation, can you please plug your computer directly to the modem? And let's run a speed test.
04:00
Speaker 1
you want me to run the speed test off of um because I'm right now I'm hooked to the the interface of the router you want me just to speed check it that way Yep okay I can do that I'll do a speed test right now [silence]
05:00
Speaker 2
Yes. Okay, so can you please unplug the router and then make sure to use the same Internet cable and plug the other end directly to your computer?
05:00
Speaker 1
Okay. It's speed testing at... I got 22.6. So, 22 megabits is all. Yeah. 3.53. It is. Okay. You want me connected to the modem now or the router? Okay, I'll hook up to the modem.
06:00
Speaker 2
or the download speed and for the upload 3. 53 and it is connected directly to the modem modem
06:00
Speaker 1
Yeah, just give me a second, okay? I am unhooking the router. I'll hook up to the... Okay, now I'm going to get you hooked up to the modem. All right.
07:00
Speaker 2
Unplug the router. Unplug the Ethernet cable from the router and connect it directly to your computer.
07:00
Speaker 1
Okay, so these speeds are Okay. My download speed is 286.69. Yep. And my upload is 19.34. Do it three times. Okay. [silence]
08:00
Speaker 2
Okay, 286.69. And for the upload speed? Okay, can you please do it three times?
08:00
Speaker 1
I've been doing this most of the day and it's been all about the same. I don't know why I'm losing so much through this Linksy router all of a sudden but Well, all right, so that download was 284.13. Yep. And the upload was 19.41. Would you like me to run it again? Okay, I'm running it again right now.
09:00
Speaker 2
yeah I I don't really apologize for the inconveniences but let's just try to fix the issue and figure out what's really going on okay. 284.13 in BPS. And for the upload speed and for the third you just
09:00
Speaker 1
[silence] That was $292.99. And upload was 19.48. Yeah. Yeah. You're still here? You okay? Okay, you're up.
10:00
Speaker 2
Okay, can you please plug the router back to the modem? [silence] and let's just wait for the light indicator of the modem or the router to fully boot up and turn to solid white, okay?
11:00
Speaker 1
Okay, she's booted up. Yep. Okay. Okay. Alright, speed check in right now.
13:00
Speaker 2
Okay it is solid white. Okay can you can you please use an extra ethernet cable plug the computer to the router and then use speedtest.net to run speed check yeah same thing three times please.
13:00
Speaker 1
Uh download is 23.23. Upload is MBPS. Upload is 19.38 MBPS. That's first one. I'll run another one. [silence] download 22.49 MBPS. Upload 19.21. She's just about done here. All right. The download for the third time is 23.37. Yep. And the upload is 19.76.
14:00
Speaker 2
Okay. So, 19.211 MBPS, for the download for the third time. That's for the download speed. And for the upload speed?
15:00
Speaker 1
Okay. One six eight dot one one Okay. You want me to search that? Alright. It says Yep. Yeah it says connection isn't [silence]
16:00
Speaker 2
Okay, so kindly open a browser, sir. Let's check the port status of your Linksys router and also to check if the Ethernet cable is compatible to handle up to 1 gigabit per second, since your internet speed subscription is 300 Mbps. So open a browser such as Google, then on the address bar type 192.168.1.1. Yes. No, make sure it is entered on the address bar and then press enter.
16:00
Speaker 1
Okay, advance and then continue too. Okay. All right, access router it says. It says incorrect password, I'm actually already signed into my router. Okay.
17:00
Speaker 2
Okay. Click advanced or continue. Proceed. Yes. Use admin for the router password, the word admin, all lowercase. Okay. Go ahead. Make sure to use your customized router password to sign in or to log in.
17:00
Speaker 1
All right. Link C smart Wi-Fi. troubleshooting. on it. Okay, Report. Okay? Where do I find that? You want the firmware version? Okay, firmware is 1.0.14.216607.
18:00
Speaker 2
Can you please go to troubleshooting? Yes. And then, under status, click report. And then can you provide the firmware version of your link listed router? Click report. Yes. Okay. Scroll down on the very bottom. Look for ports.
18:00
Speaker 1
okay, ports. the 2.5 G BPS. one is, um, 1 GBPS. Uh, 2, I don't have anything in. Um, 3 is the 10/100 MBPS, and 4 is 1 GBPS. [silence] Um, [silence]
19:00
Speaker 2
So, in line with the internet, where is the X mark located? How about 1, 2, 3? So how many devices there are connected wire directly to the parent node or the links router?
19:00
Speaker 1
3 Okay, okay. Okay.
20:00
Speaker 2
Okay, can you please unplug the other devices connected to the router? Make sure this computer is the only device connected to the router for an isolation.
20:00
Speaker 1
[silence]
21:00
Speaker 2
Devices are unplugged. Make sure that the laptop is the only device connected to the router, then refresh the web page. The that computer is connected to the port three. And that's
21:00
Speaker 1
Correct. Besides my computer. Oh, you want me to shoot, want me to try some different ports out of the, out of the router? Okay. Um, yeah. Do you care which one, or do you just want me to just pick one? Cause it's, it's in, it's in. Okay. I'll, I'll put it in. I'll try port two.
22:00
Speaker 2
Mark is located into one gigabit per second. can you please try to use a different ethernet cable sir? or do you have other device that can be wired Wired directly to the router? yeah or try to transfer this computer to the other port of your router yeah yeah just yeah either or any of the port make sure to use a different port.
22:00
Speaker 1
correct yep yep all right warrior so let's refresh I'm in two now so refresh yep so now it just switched the X to two and it's at one gbps [silence] okay let's do the speed test
23:00
Speaker 2
There are how many Ethernet ports of your router, there are four, right? Ethernet ports. So we already use the port three. So let's try to check the other ports. Refresh the web page and then check your port status and do a speed test.
23:00
Speaker 1
[silence]
24:00
Speaker 2
silence [ silence ] so right now in line with the port two [ silence ] the X mark is located into one gigabit per second [ silence ] okay so run [ silence ] go ahead.
24:00
Speaker 1
Oh, eight. Yep. Correct. [silence] different cable [silence] Uh, you want me to use a different cable from the router?
25:00
Speaker 2
So, 22.39 In BP for the download speed. And for the upload speed 19. 19.48 BP. If you don't mind, sir, can you please use a different Ethernet cable? [silence]
25:00
Speaker 1
Alright that's kinda hard. Uh, oh no. You'll have to give me a second. This is going to take a little bit. What do you think it is? Like you are you think it's on my end or what? I guess you think it's a cable. I'm
26:00
Speaker 2
Yes. Yes. Yeah, sure. Just take your time. Yeah, but it was working fine before, right? We can also try to reset and reconfigure your Linksys router, sir. Let's just try to use [silence]
26:00
Speaker 1
I already did that. I already did that today. I already did that today, so I don't want to do that again. That was a pain in the butt. Yep. I did that and then I had to reset and redo everything. Yeah, it took me... I've been working on this for a couple hours, so... yep, yep. I've got it all. Sure. But even on Wi-Fi, I'm seeing a huge dip. So I mean, it's not just... it's not just the wired. It's also...
27:00
Speaker 2
It's a different Ethernet cable. On isolation. It's a different laptop. You press, you press and hold the reset button? and you have also, other device such as different laptop or computer a to the we can we can try to try to use. So let's try to you, a different ethernet cable and different device.
27:00
Speaker 1
It's on everything, so. All right. I'm just going to start in the first port. Well, I'm using a different computer now. You asked me to use a different computer, so I'm actually don't have that interface popped up on this computer. I can run a speed test with. Yep.
28:00
Speaker 2
and then refresh the web page, check the port status. But did you use a different Ethernet cable?
28:00
Speaker 1
correct. All right, I'm just booting up here. It's going to be a second. couple of nights ago, actually, we lost well, we lost Wi-Fi, Everything. So I came down here and I checked the Ethernet box or the Linksys router, and it had a red light on the top. But I went up and checked the Verizon box and it was good. So the problem was the router. So I ended up unplugging the router, plugging it back in, it did its thing, fired back up and started working. Well, I set my Linksys router up with the Linksys app, but in order to get it to work, all I had to do was unplug it and plug it back in. I didn't have to reset the stuff. I did. I did that today.
29:00
Speaker 2
Mhm. So how did you set up your Linksys router?
30:00
Speaker 1
Tried to fix it, to see if that was the problem, and it wasn't. Okay, come on computer. So at some point, to me, something happened to the router. I don't know, I don't know what, but oh, come on, load up. [silence] I'm going to have to get access again here. It was a little hard to get a different cable for you here, so it's taking me a second.
31:00
Speaker 2
Okay. So, when you use a different Ethernet cable and use a different computer, can we access the admin area of web interface? Yes, that 192.168 0.1. Okay.
32:00
Speaker 1
All right. So, what was that interface number again? 192, and then 1.1.
33:00
Speaker 2
So, 192 168 1 1.
33:00
Speaker 1
lning Wi-Fi, in we go in. [silence] All right. Lynxie Smart Wi-Fi. All right, let's see what is going on. All right. Some reason, it's not liking my password. Would you like me to run a speed tests? I could do that right now. Let's do speed test. Okay.
34:00
Speaker 2
yeah but we need also to check the port status but of course since you're having issues accessing the web interface so let's proceed to run a speed test first speedtest.net
36:00
Speaker 1
Yeah, it's super slow. Let's run this again. I don't know if that one was accurate, it was only 1.0. Yeah. Okay, here we go. Uh, 37.37. On the downlink. Yep. Hmm. Hold on a second.
37:00
Speaker 2
MBS? [silence] for the download [silence] and for the upload speed? [silence]
38:00
Speaker 1
and it's still doing something. Upload is... Just about done. 17.32 Correct. And that is in port one. Yeah.
39:00
Speaker 2
speaker, uh, in PPS for the upload speed. And it was working. Working fine before. So when you wired, uh, the same laptop to this router, you will get, get a better speed. It was working fine before, sir. Using.
39:00
Speaker 1
it was, yep. you know. I was getting 300, I was getting exactly what the Verizon box says. the 300's something all the time and then all of a sudden I just quit getting the fast speeds. I was getting this anywhere from 60 to 20. it bounces around. Okay. Thank you.
40:00
Speaker 2
the same devices. Okay, so I do really apologize for the inconvenience but let me just hold this call three up to five minutes to have resources in my end. So please stay on the other line. I will be right back. Thank you. [silence] [silence] okay, thank you for patiently waiting, sir. Are you still there? Okay, can we check also the links?
40:00
Speaker 1
It is... what is this thing? I think it's a Microsoft H-P. [silence]
46:00
Speaker 2
Steve, have you seen this speed of your device. Is it – what is this? Is this a Dell or HP?
46:00
Speaker 1
Okay. How do you do that? What does that even mean? Okay, but it's the same computer that I hooked up to the box and got 300 and some megabits, so I'm not sure. Everything is fine unless I run it through the lynxy router then it,
47:00
Speaker 2
Okay, if you don't mind then we can check the link speed of your HP computer. Okay, you need to go to the settings.
47:00
Speaker 1
It's not fine, so I don't know. I'm not sure what we're trying to prove here. Are you trying to prove that my computer isn't good enough or what? Lemme get everything plugged back in and then I'm going to go upstairs. You know, we've isolated everything has come to this router. But we'll keep. Let's see. I'm still working on getting back to
48:00
Speaker 2
I just for in isolation, sir, just in case the scale were going to race with the advanced team. At least we already did the troubleshooting that we're going to do first before it being escalated. So is it a Windows 10 or 11?
48:00
Speaker 1
But cuz um I hooked up a different computer for you cuz you wanted to try a different computer. So now I'm resetting up for that computer. So you'll have to just hold a second, please. Where's the blue one? Oh where's our key? [silence] [inaudible] Okay. I'm back to the other computer. So what, what do I look for? Yeah. Yep. I don't know. So, that's a Microsoft. Microsoft. Microsoft settings.
49:00
Speaker 2
Don't know, don't care, it's just a HP computer. Go to save.
50:00
Speaker 1
what do you want? where
51:00
Speaker 2
Yes. So you can look for look for the properties. Yeah is it the Windows 10 or 11? Let me just check something. Yeah then look for the link. [silence]
51:00
Speaker 1
Link speed, 576 slash 408 megabits per second. Yep. 576 slash 408. That's the receive speed. Yeah, that's aggregated link speed. I don't know if that matters, but yep. 576. Yep.
52:00
Speaker 2
[silence]
52:00
Speaker 1
yeah,
53:00
Speaker 2
Okay. Can you please proceed to access the web interface? Uh, yes. The link is smartwifi.tools.
53:00
Speaker 1
All right. Dang it. Dang it, somehow. Okay, I'm signed in. Priority.
54:00
Speaker 2
Okay. Can we look for the media prioritizer, or priority?
54:00
Speaker 1
Yep, get it Nothing is prioritized it's on off It says you can add up to three devices but right right now my priority is turned off Yep
55:00
Speaker 2
okay. do they have like those devices that are prioritized that might cause the issue? So make sure it's uh out. And then let's proceed to uh okay. You can see there are an option or information such as we are prioritizing your devices based on the speed, right? Yeah, and it's calculating. So priority then it's toggled off and then below that one there there's a small information [silence]
55:00
Speaker 1
And you're talking in the router interface, right? Okay. Yeah, it's turned off. And there's nothing listed below it. It just, it says it's turned off. I can turn it on, but it says you, it says to recommend turning it off if your speed is 200 megabits or greater, and mine's 300, so it's turned off. There's nothing listed below it.
56:00
Speaker 2
Yes, we prioritize your devices based on speed. For example, 406.10 Mbps. rating slippage for that specific algorithm okay and then can we check there's a speed indicator.
56:00
Speaker 1
There is a note that says, prioritization works best with limited Internet connections. We recommend turning it off if your speed is 200 megabits or greater. [silence]
58:00
Speaker 2
Aided on that option. yes. It's commonly shows below. Below priority. [silence] So you can see their priority then it's off, right? [silence] How about below that one? [silence] How about. [silence] So how about we are priorizing your devices based on speed of. [silence] Build oh on top of the node.
58:00
Speaker 1
It does not say that. Anywhere. Now, if I go to settings on the priority page, it says device priority speed. It says zero. There is no speed indicated. Do I toggle it on and then check settings?
59:00
Speaker 2
Again, there's a value, and there's a bid indicated.
59:00
Speaker 1
Yeah, they're both, uh, I'm going to go to the pizza. The upload and the download is at zero. Okay. So you want me to run a speed test? [silence]
60:00
Speaker 2
Now make sure it's off and we need also to, if there's a speed indicated on the space there, we need to toggle it 0, change the value into 0. So, you actually routed to a page that shows device priority speed 0 MBPS for the download and 0 MBPS for the upload. Run speed check again and then below, there's an option that I'd rather use a manually entered speed. Now check if I'd rather used a manually entered speed there is highlighted. Click
60:00
Speaker 1
I don't see that option. right before that, there's a WMM support, which is turned on. And then there's a no acknowledgment, which is turned off. And then if you click on device priority speed, I have zero download, zero upload. And then right below that, it says okay or cancel. There is no nothing else I can do on that page. It's it's under settings. Yep. Uh it's turned on. Correct.
61:00
Speaker 2
So, under settings, you can see an option wireless then not W supported and it's turned on or turned off. Okay. Then no acknowledgement. And then below that one, you can see your priority speed. That shows zero for the upload and download. Again, then click okay.
62:00
Speaker 1
OK, Linksys app. I can do that with my phone. My phone. My phone here. OK, I am on my app.
63:00
Speaker 2
Okay. Can you please log in to your Linksys app? [silence] So had you tried to log in through using your email and password? Okay, so sorry. So since you already logged
63:00
Speaker 1
what would you like me to do network administration diagnostics and network logs okay do I need to include a message or just send it and it's it's it's
64:00
Speaker 2
Lysys app, uh, administration, diagnostics, uh, you want network administration? Yeah, and then uh, network logs, something, it's optional
64:00
Speaker 1
All right, what would you like to do next? Yeah, I have two, two nodes hooked to it. Yep. Or whatever they're called. [silence]
66:00
Speaker 2
Okay, so let me just confirm Chris. Okay, so you have three links devices, of your MBAOK-7000.
67:00
Speaker 1
OK. OK. So I will take- you want me to take one node and hook it up down where the router's at?
69:00
Speaker 2
Since you have three link to us device, let's try to proceed to swap. Grab one of the child node to set up to parent node and to check if it is working. So, let's proceed to unplug this parent node, set aside and grab one of the child node here to reset and reconfigure for an isolation to verify if this node will work and will provide a better speed. Yes. Exactly. So turned off and set aside the original parent node for the meantime while we're isolating. And then, grab one of the child nodes and kindly provide us a serial number.
69:00
Speaker 1
Okay. Sterile number for the node is 58W10 M2 BD096 37 I don't have it plugged in. You want me to plug it all in? Okay.
71:00
Speaker 2
Yes. And what is the current light indicator of this node? [silence] Yes please. So make sure it is connected directly to the modem.
71:00
Speaker 1
Okay, let hook to the modem. all right, she's blinking blue right now. Yeah, so the Parrot Mote, yeah, the router is a 7,000 and the two.
72:00
Speaker 2
Oh, my.
72:00
Speaker 1
nodes are 6200 MX6200s I ordered it from you guys. You guys, this is somebody set this up on your end. They sent me the router, the 7000 router, and then the two 6200 nodes to go with it. Is that not going to work? Okay. Yeah, she's still flashing blue.
73:00
Speaker 2
Okay so this is just for an isolation test. So let's just try to set up this one for an isolation. Okay and make sure it is turned on. So let's booting up. So kindly press and hold the reset button sir for [silence] okay the light blinked red then it went off turned a solid blue and now blinking blue so let's just wait for this one to turn solid blue of course [silence] [silence] [silence] [silence]
73:00
Speaker 1
Okay, come on, okay, solid, blue. Okay, do that, say that again.
76:00
Speaker 2
Okay, so press release the reset button of this node at five seconds within five seconds.
76:00
Speaker 1
Okay. Okay. It's kind of flashing a white, whitish reddish light. Okay. [silence]
77:00
Speaker 2
press release, the reset button of this Node twice or five times within five seconds. I guess that's a good sign, which means it's setting up. So let's just wait for this node to turn solid white.
77:00
Speaker 1
Yep, just got it, solid white. All right, now what? Okay. Whoa. Good. Okay.
79:00
Speaker 2
Let me know once you turn to solid white. Okay, and then Canley Wire your HP printer directly to this node. Same device, which is the HP computer and same Ethernet cable. [silence]
79:00
Speaker 1
All right, what would you like me to do? Speedtest. Okay. Let's do a speed.
80:00
Speaker 2
And do a speed test. Yeah do a speed test. [silence]
80:00
Speaker 1
I'm not sure uh I'm not sure right now none because they're all unhooked the only one that's hooked up now is just a one might this uh uh wired and not can maybe Yeah uh certain kinds. Yeah, at certain times there's three wired and then one phone that's two that's three, four, uh maybe five, six
82:00
Speaker 2
And how many devices are connected to the network wired and wireless? Yeah, but before this estimated. Yes. Wired and wireless. So let's just say six devices wired and wireless. So most of the time you use six devices wired and wireless to connect with your Linux network.
82:00
Speaker 1
Right. Okay. [silence] I'm gonna do a speed test.
83:00
Speaker 2
okay, so when you swap the node and set up accessing Wi-Fi and it's now solid white, so when you connect your hp printer or important or a hp computer to the router, sir, using an ethernet cable, so proceed to rand speed test.
83:00
Speaker 1
Hooked up. Speed test. Okay. All right. First speed test was 90.2 0.2 bps. Upload is 19.42 bps. [silence] All right. First speed test was 90.2 bps. Upload is 19.42 bps.
84:00
Speaker 2
Okay, 90.2 in BPS for... and make sure sure that your Wi-Fi - your mobile data, data, hotspot are turned off. And kindly run a speed test. And can you please also try to - restart this device, your HP computer. [silence]
86:00
Speaker 1
Okay, restarted. Yep, yeah, yeah, no, it's, I can see it's hooked to Ethernet. Yep. [silence]
88:00
Speaker 2
OK.
88:00
Speaker 1
Uh, that type of went down. 25.26 for the download. Upload is 20.93. 25.26. Yep. Yep. Uh, 20.97.
89:00
Speaker 2
0.7724.95 for the download speed and for the upload speed [silence] [silence] [silence] [silence] [silence] in bits per second for
89:00
Speaker 1
All right, second upload, 113.56 is the download. Yep, 19.32 is the upload.
90:00
Speaker 2
clear the upload speed.
90:00
Speaker 1
So it got a lot faster using that other little node.
91:00
Speaker 2
Okay, so 113 point 56 in BPS for the download speed, 13.32 in BPS for the upload speed. And then for the third time
91:00
Speaker 1
Okay, upload speed is 100.95. Upload is 20.59.
92:00
Speaker 2
Again, do it again for the third time, sir.
92:00
Speaker 1
Okay, the download speed is 104.18. I don't know what happened to the upload. Upload is 3.12. I don't know what that's about. [silence]
93:00
Speaker 2
Yeah, it's okay. Okay. Okay. And since we already tried to dual speed test. So let's try to go back with your in base 7,000 because cells are up 7,000. It's highly recommended to set up as a parent node, sir, because it's a Wi-Fi 7 and it's more upgraded compared with your MX 62. But let's just first to figure out what's really going on with the MBE7000 and if the issue is still persistent. So, we're going also to escalate this one to advanced stream, if the issue continues. So, unplug the MX 6200. We can add that one later, but let's just try to figure out your MBE7000. [silence]
93:00
Speaker 1
me there. Power this baby up. [silence] All right. The 7,000 is loading up.
95:00
Speaker 2
okay so let's just read what for the NR 7000 to fully but up but let's just try also to power cycle sir and plug both modern
95:00
Speaker 1
Okay. Unplug them both. And the modem... Alright. Uh. Okay. Both on. [silence]
96:00
Speaker 2
Sure. And the parent node, which is your hope, hopes of 10000. And let's wait for one minute to plug the power back.
96:00
Speaker 1
You said about a minute. Okay. Okay. Okay. Very safe to plug it in. Ah.
97:00
Speaker 2
Yes. And then after a minute, plug the router first, the MB7000 first. [silence] Yes.
97:00
Speaker 1
Okay, so the lights on, on the 7,000. Now you want me to plug the modem in? [silence] Okay.
98:00
Speaker 2
pull the MB 7000 first and when the lights start to blow up, proceed to plug the power box back onto the modem. Yes. So they're both booting up. So let's just wait for the parents now to turn solid white. Okay. solid white now so I'll just keep on waiting so you can check also your physical connection make sure the Ethernet cable is properly plugged in from the modem to the internet port of the main router [silence]
98:00
Speaker 1
Yeah, it's all hooked up. Just taking the modem a second to get fired up here. I don't know why. Oh, let me see. Okay, now it's right. Now it's white. Okay. You want me to rerun a speed test now that everything's booted up? There we go.
102:00
Speaker 2
and it's still solid red. Okay, that's good. So wired this HP printer? Yes.
103:00
Speaker 1
I don't know what you did but you fixed it. Okay, download is 301.76. Upload is 3.37. All right. Check number two, here we go.
104:00
Speaker 2
Okay. Maybe it's just fixed by the But with the but operative process, simple boot upset cherub can possibly resolve the issue. So when you wired your HP printer can we do a speed check. Speed test three times to guarantee. 3. thirty-seven. Okay, that's good.
104:00
Speaker 1
All right. Download is [silence] 302.46. Upload 3.63. Okay. Holy buckets. We should have done this to begin with huh? I wonder if that's all it was. Everything just needed unplugged. 301.10. So download is 300.
105:00
Speaker 2
And for the third time, yeah, but the download speeds are more important compared with the upload speed. Yeah.
105:00
Speaker 1
the one
106:00
Speaker 2
Three hundred point, one. So I guess it's fixed the issue after we power cycled, both modem and the parent node and waited for one minute to plug the power back. But yeah, I guess we really need also to set up your MX6200 because it was configured as a parent node earlier. Yes. As a node, but I need also to check the signal strength because earlier, you remember that I asked you to send a network logs. I tried to verify and there's one node that has a -84 dBm, which is too bad. It has a bad signal strength because it's recommended to have
106:00
Speaker 1
Yeah, that node is actually out in the shop, which is out a little ways from the house. So that one always gets a little bit less signal. So it's that one I'm not as worried about, um the bonus room one is the one. So, I think we're good now, I can set I can set this up now. So, one three three two five one. Okay, sounds good. Thank you.
107:00
Speaker 2
okay, the next wire. yes okay yeah, I don't really apologize for the inconvenience, sir, but thank you so much for your patience and your time. So, what I'm going to do is to give you your ticket number, so just in case you call us again, then we can easily access your information. It's 133-251 yes okay, you're welcome, Chris and take care. Bye.
107:00