V2 Rubric Detail — 4530c570-792e-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 11:31
Duration
84m 26s
Contact
Brian Hovmand
Issue Type
Access Point Mode
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135941
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to configure the nodes to bridge mode
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.1% (+8.1)

V2 Grader Summary

The agent successfully restored internet connectivity and configured bridge mode for the customer's WHW03 nodes. However, the agent failed on technical accuracy by providing an incorrect default password ('admin' instead of the label password) and using unsupported local URLs. The 5-press method was also incorrectly presented as a connectivity/pairing step rather than a diagnostic escalation tool.

V1 Case Analysis

Customer had two WHW03 Velop nodes showing red LEDs and unable to access the UI. Performed resets, accessed http://myrouter.local, set bridge mode, and confirmed both nodes show solid blue/green and internet works.

Troubleshooting Steps
  • Power-cycled both nodes and the upstream Nokia router.
  • Performed factory reset on each node (hold reset button until solid blue).
  • Guided customer to access the router UI via http://myrouter.local.
  • Swapped power adapter on the second node to restore LED activity.
  • Configured bridge mode in the Connectivity settings and applied changes.
Key Observations
  • Agent provided incorrect URL format ("HP://") at [24:00] and later misstated it as "myrouter dot locomotive" at [54:00], causing confusion.
  • Call was inefficient with repeated instructions and lack of step validation.
  • Agent did not confirm the exact model number until [21:00], relying on customer to identify it.
  • Power adapter issue on second node was correctly diagnosed and resolved by swapping adapters.
  • Agent incorrectly suggested using the last five digits of the serial number in the URL, which is not supported per KB.
Positive Highlights
  • Collected serial number and customer contact details early in the call.
  • Correctly guided the customer through a factory reset process (hold reset until solid blue) per KB guidelines.
  • Successfully diagnosed and resolved the second node's power adapter issue by suggesting a swap.
  • Correctly guided the customer to access the web UI via http://myrouter.local after initial errors.
  • Successfully configured bridge mode under Connectivity → Internet Settings and applied changes.
  • Confirmed resolution with a speed test (1.2 Gbps) and verified both nodes were online with solid blue/green LEDs.
  • Maintained a professional and empathetic tone throughout the call despite technical difficulties.
Agent Errors / Gaps
  • Provided wrong URL format ("HP://") at [24:00] instead of "http://".
  • Misstated the URL as "myrouter dot locomotive" at [54:00], which is incorrect and confusing.
  • Incorrectly instructed customer to use "Linksys29189.local" at [26:00], which is not a valid access method per KB (correct is http://myrouter.local or http://192.168.1.1).
  • Failed to confirm the exact Linksys model number before proceeding with troubleshooting.
  • Repeated instructions without confirming each step’s outcome, leading to confusion and inefficiency.
  • Did not set a clear expectation or summary after major steps, reducing communication clarity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet restored (400 Mbps speed test), both nodes online with solid green/blue lights, and bridge mode successfully configured on first node.
R2 Met Diagnostic thoroughness conf 96%
Agent conducted systematic troubleshooting: verified physical connections, performed cable swaps for isolation, guided factory reset, accessed web UI, diagnosed configuration state, and applied correct settings.
R3 Met Correct resolution path conf 95%
Agent pursued full best-effort troubleshooting despite potential OOW status; no premature dismissal or incorrect RMA suggestion; resolved software/configuration issue appropriately.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LEDs and connectivity loss but failed to diagnose that nodes were not in mesh mode initially; root cause (unconfigured bridge mode on unpaired node) was inferred, not logically deduced from symptoms.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used a non-standard URL (linksys[serial].local) not supported by KB (which specifies http://myrouter.local or http://192.168.1.1). Additionally, agent instructed the 5-press method for a WHW03, but mischaracterized it as a way to 'connect to the internet' or pair, whereas the KB defines it strictly as a diagnostic escalation tool for engineering logs.
T3 Not Met No misinformation conf 98%
Agent provided a materially incorrect default admin password ('admin'), whereas the KB (velop_router_setup.md) states the default credentials are on the label on the bottom of the router. Agent also provided an unsupported URL for local access.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general control but had multiple long silences, repeated confirmations, and unclear transitions (e.g., sudden shift to 5-press without explanation), indicating lapses in call flow.
C2 Partially Met Confirmed understanding conf 85%
Agent adapted by suggesting iPad when laptop failed, but used inconsistent terminology (e.g., 'CA router setup') and did not confirm understanding after complex steps, leading to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through on all commitments, including guiding second node setup remotely.
O2 Met Proactive follow-through conf 95%
Agent set clear next steps (reset, wait, reconnect, configure) and confirmed completion at each stage; no broken commitments.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with proper steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent offered polite apologies and reassurance, but responses were often procedural; minimal acknowledgment of customer frustration during repeated resets and delays.
X2 Partially Met Tone & rapport conf 86%
Agent adjusted by suggesting alternative devices (iPad), but pacing remained slow and tone did not fully align with customer’s growing impatience.
X3 Partially Met Overall experience conf 87%
Customer had to repeat serial numbers, perform multiple resets, swap cables, and wait through long cycles — but agent avoided re-asking documented info and minimized redundant steps where possible.
Call Transcript127 turns · 130 lines
Speaker 2
Welcome to Lynxies support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Hi, I have got a connection problem with my I've got a mesh, which is a V-Loop 5 and it is a really strange one. Um, so I was I was just on the internet and it just went down. And I try I've tried to reboot everything. And the and I've got two nodes that are both hooked up to my router directly with cables and they're set up as a bridge. And the light at the top are both red. One of them, there is no connection. The other one, even though it's red, I still have a connection. And my desktop computer.
19:00
Speaker 2
Hi, thank you for calling Lensless. My name is Josh. How may I assist you today?
19:00
Speaker 1
that uh is also hooked up directly to the router has got connection to the internet so the router is not the problem I have no idea how to solve this yeah um yeah so the the mesh is called oh let me see if I can see the serial number and so it's 20J20M37B29189
20:00
Speaker 2
I I see. Yeah, I got this one, sir and don't worry, rest assured that I will do everything I can to fix this issue. So, before before we proceed, may I have the serial number of those Lex devices that you have? Thank you so much for that one. So, let me verify again. So, it's 20 J4R.
20:00
Speaker 1
Yeah. 29189. The the other device, let me go that's going to be a little harder because that's mounted on the wall. Uh, Yeah and they're bought at the same time as a set. Uh, Yes, it is. Let me just double, double, double, double check, but yeah. Yeah, it is.
21:00
Speaker 2
0. Yeah, thanks much for that one. And what about the other device, please? One, two, three. The, uh, if that's the case, sir, uh, just to verify, uh, both of your devices have the same model number, correct? Uh-huh. Okay, great. So, yeah, there's no need to, uh, need to for the serial number of the other device. So, can you check if the model number of this main router is showing WHW03? Okay. So, thank you so much for. Ah, no worries. Uh-huh. All right, thank you so much for confirming. So.
21:00
Speaker 1
Sorry, my personal, I didn't hear that. Oh, yeah, my first name is Brian, B-R-I-A-N, and then it's HoV for Victor, M-A-N-D. Yeah, not E for Echo, A for Alpha, man, with a D at the end, of man, so it's, it's a Danish version of Hoffman, basically. Yeah, it's
22:00
Speaker 2
So, in order for me to create a ticket here, may I have again your first and last name? Yeah, your SS sorry. Your first and last name. Uh huh. All right. So just to confirm, your last name is embedded? H for Victor, E for Echo, M for Mike, A for Alpha, D for Delta. Correct? oh. I see. All right. Ah I got that, one. Sir, and thank you so much for uh those information. Uh by the way, I have your first, sorry, your email address.
22:00
Speaker 1
brian.hamund, spelled the same way, at gmail.com my internet provider is G network. yeah yeah yeah so I can room yeah yeah
23:00
Speaker 2
All right. And last thing, who's your internet service provider? G-network. All right. All right, so thank you again for those information sir. So, going back to the issue, uh, as I recall you have two nodes in total. Uh, one of them are wired directly to the main router and sorry, both of these nodes are configured as bridge mode, correct. uh hah. uh hah. So, uh, so, cus and also as of the moment, both nodes are currently showing solid red, correct. uh-huh. So, for this one, sir, it could be possible that you set the slog this devices into bridge mode even though that, uh,
23:00
Speaker 1
Yeah. Yes, I do. Yeah, it's actually not connected to the main node, it's connected directly to the, to the router. Yeah. Yeah. Yeah.
24:00
Speaker 2
They have not been set up first as a mesh. So, uh, for this one, don't worry. Uh, all we have to do is access the web user interface of the main node and let's try to access the web user interface of the other one. So, ah, so is your, do you have a computer that is currently connected to the main node, the one, uh, alright, so call it. Oh then, uh, alright, so, so, alright, that's great. So, on your computer that that is connected to the first node, the one, uh, with the serial number that you have provided earlier, can you open a browser and then in the address bar, like your browser's search bar, type in HP://:double forward slash.
24:00
Speaker 1
Yeah. B9 B to Like, the last five Like, that was, uh wasn't that Let me just check B 29189 is lost Yeah. So let me just do that B
25:00
Speaker 2
and like the brand lingcis, like the brand lingcis, second, the five last characters of the serial number. Which is two, nine, one, eight, nine. Uh, sorry, it should be two, nine... uh, no, sorry, it should be, uh, I assume, I, I believe the last, uh, sorry, five characters of the serial number is two, nine, one, eight, nine. So if we're going to include the B, it will be six.
25:00
Speaker 1
Two nine one eight nine. Yeah. Yeah. Local. Yeah. Yeah. Yeah. I've just did a Google search. Because, like, my Linksys is not hooked up to the computer. That's the issue. It's, uh, not seeing that Linksys because my Linksys is hardwired straight down to the router. Rather than the Linksys Mesh. [silence] Uh, my Linksys is hardwired straight down to the router and not to the Mesh. Uh, and not to that Linksys. And, uh, so that Linksys can't see the computer and vice versa. Yes. Wired. Oh, yes. And, uh, but, um, I don't know how to get this guy, my PC to see the Linksys. Hum, I don't know how to. Linksys. Wait. My login, the Linksys has shown up, but I don't know where it's at on the system.
26:00
Speaker 2
I'm sorry, sir, there's no B. Just go directly to to uh yes and then dot local like L O C A L. And So again in the address bar, it should be showing there, http colon double forward slash Linksys two nine one eight nine dot local and then press enter. Okay, great. Uh huh. And now to which page you have been redirected.
26:00
Speaker 1
No, not at all. Not at all. It's not seeing it. It's hard wired. Like I've got a router which is uh uh NUKIA. And my computer and my two meshes are hard wired into that Nokia router. So they're not necessarily seeing each other. So to to to hard wire my uh my computer into into um do you know what what I can do I've got a laptop that I might be able to with the Wi-Fi go onto that would that work?
27:00
Speaker 2
Is this computer currently war? directly to this ham Rd are I see. if. as long as this one sir. all right. Is it possible to reset and reconfigure these nodes instead? Yes, sir. as long as your Wi-Fi. sorry. as long as you know the Wi-Fi name of this student.
27:00
Speaker 1
Yep. Yeah. Yeah. I've disabled the Wi-Fi on the router so that there isn't like blah blah with that.
28:00
Speaker 2
works. Sorry, these two nodes. We should be able to access the web use. Mm-hmm. Mm-hmm. Mm-hmm. I see. So it will not redirect us to a different
28:00
Speaker 1
I think we have got the serial number wrong, to be honest, because you were saying B1B29B2189, B2189 and mine is two nine one eight nine.
29:00
Speaker 2
uh-huh, uh-huh. So, let, uh, can we try that one instead? Yes, please. All right.
29:00
Speaker 1
Yeah. Yeah. Yup. Yup. Uhork you. Yup. Yup. Yup. Yeah. Yeah. So are you talking about the Nokia router that I should reset or No, just the the mesh. Yeah. Yeah. Yeah. Yeah.
30:00
Speaker 2
All right. Thank you so much for the answer. So let me verify again to make sure that I got it correctly, okay? So it's 20-J for a R, 20-M4 for Mike, 37-B for Boy, 29-189, is that correct? All right, thanks so much for confirming. So since we cannot access again the web user interface of this router, sir, is it possible to reset this one first and reconfigure it and once it has been reconfigured, we will access the web user interface for this one and then set it up as a bridge mount. Uh no, uh no sir, Link, yeah, the mesh. So for now, let's focus on this again. This one and we'll see what's happening there, all right? So this is how you will set it up the bridge mount, okay? 20, 20-M, 37, D4 for dink. The mac address sir is E3-F. Yeah. Shall I set it up with this Mac address or the original one? The original one. So just us, the original mac address. Okay, we'll do that.
30:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. So the blue light is on. And then it now started flashing. And normally, what happens is that in a moment, it would go red. It's still flashing blue. Yeah.
31:00
Speaker 2
Linksys router first. So alright, so for reset, just simply press and hold the reset button and do not release it until you see the solid blue light. Alright. Mm-hmm. Mm-hmm. Mm-hmm. Uh-huh. Mm-hmm. Yes. Just wait for the light to turn to solid blue.
31:00
Speaker 1
It's still flashing. [silence] Yeah, it's still flashing blue. [silence] Oh, and there it went red. [silence] Now it's and then it flashes a little bit red for now and now it's solid. [silence] Oh no. [silence] Oh, hang on, hang on, hang on. [silence] It went green. [silence] And then it went red. [silence] No, now it's red and now it's solid. [silence] Yeah. [silence] Yeah. [silence] One, two, three, four.
32:00
Speaker 2
still flashing blue. ice. steady green. and actually, so you can you may not release okay. All right, thank you so much for that one. And you may now release the reset button as well. So on the router like on that linksys router, kindly press the reset button five times within five seconds. So it's like press release, press release, press release all right.
32:00
Speaker 1
[silence] No, it's it was flashing now it's completely off. Should I press it once more? [silence] Oh no, now it's now it's blue. Now something is happening. Uh [silence] Yeah, now it's flashing blue. [silence] Yep.
33:00
Speaker 2
And is the light on the router or linkage router is now starting to flash Uh-huh. Uh, no need. Sir. So for now, let's observe it. All right, that's great. Okay, that's great to know. That means that the router is now trying to connect to the internet. So again, uh, let's wait for it, slide, turn, turn back to solid blue for that indicates that the device is already on, sorry, the device is already working.
33:00
Speaker 1
[silence] a lot of patience in this world here. Yeah. Just resetting it here. Uh, no, I do want it to broadcast. It's the router that I have underneath. Like where the internet comes in. Um, the Nokia thing. I have set.
34:00
Speaker 2
Mhm. Yes sir. However rest assured that we can simply configure this one as bridge. Mode. Uh, the reason why we reset this one because we were having a hard time accessing its web. User. interface earlier. So the quick process that's by resetting this one. Yeah, and by the way, you mentioned that you don't want these devices, sorry, these links devices to be broadcasting their own networks. Is that correct? Mhm.
34:00
Speaker 1
I have switched off the Wi-Fi on that one so that it doesn't interfere with the Linksys so that because two signals it's just confusing for Wi-Fi. Now it's flashing red or not flashing, it's solid red. Yeah. Yeah. It has four and one is going to the computer and two is going to the uh the two meshes uh to the Linkssys and then the last one is going to I have a a Smart Light Hue Bridge that the last one is going to.
35:00
Speaker 2
Ah, I see. I understand, sir. Solid red. I see. Let's wait for one to two minutes. And how many light ports this the Nokia or the Nokia router have? Four ports. Uh-huh. Okay. And may I also have the model?
35:00
Speaker 1
Yes. Let me see if I can get to it. uh... since there's no Wi-Fi it's a little hidden away. uh... actually, I should be able to see that I've taken a picture of it. So that should be. So just give me one second. Uh, Bop Bop Bum Collections favorites. So the model is XS for Sierra dash 2426G dash a.
36:00
Speaker 2
number of this Nokia piece to this gateway? no worries. all right. no worries, sir. all right, thank you so much for that Ben. So again, the model number is. X for X-ray, uh S for Sam dash two four, two six G for goat, A for alpha, correct? All right. Thank you so much for confirming. And what's the light now on the first [silence] Linksys router? And on the Linksys router, what's the light now? Is it still showing flashing red?
36:00
Speaker 1
It's been constant red since it came on. and, on my, and, but I can still access the internet through that, I think. let me just check because I can see that it's just come up. sorry, what do I have to punch into my, yeah, the URL? Oh, yeah. yeah. yeah. I see that.
38:00
Speaker 2
Constant constant, constant, constant. Kany by connect your laptop to the default name of the outer which is underscore velocity setup 57A. laptop. Yes, no, sir. On your laptop. For now, kindly go to its Wi-Fi or Wi-Fi settings and then check if it can detect the default name of the router, which is underscore velocity setup 57A. All right. So kindly connect.
38:00
Speaker 1
Oh, yeah, uh, the, uh, just the normal password or the, uh, admin password, just a normal one, right? Yeah. Yeah. Hmm. Let's see if I can find that. PCN. All right. [silence]
39:00
Speaker 2
That's great. Kindly connect your laptop to that network and the default Wi-Fi password is labeled underneath the router. Yes, sir, the one that is labeled underneath the router.
39:00
Speaker 1
Let's see if that's worked. Yeah, it says connected. It says connected. Yeah. Yeah. Yeah. no connection. Yeah, let me just see if I can figure that out. So it is plugged into the second from the
40:00
Speaker 2
a So, yeah, just let me know once your laptop is already connected. Okay, great. Uh huh. So on your laptop, kindly open a browser again and check if you can access YouTube or CNN or New York Times. Hmm. No connection. So that means that the router is online. And can you tell me to which port on the Nokia is this Linksys router currently plugged into? Like is it on the LAN port?
40:00
Speaker 1
where the power socket goes in so from the left if you're looking at the front okay yeah that one's like I've got 1.1 Giga hertz on fast.com on that one including yeah and and that's why not to the Wi-Fi off as well
41:00
Speaker 2
you mentioned that your computer is also wired directly to this Nokia device, correct and is that computer able to get Internet? All right, so since that's great to know. All right, that's great to know since that's all right, so I'm going to set your expectation, sir, that we are going to swap the nodes with your computer, since we can or we are certain that a specific port on the Nokia device is working or has an internet connection. So for isolation purposes, kindly unplug the computer from the LAN port on the Nokia and
41:00
Speaker 1
Yeah. Yeah, let's just see which like, because I'm not entirely sure which one is going into my computer. Uh, do you know what, Yeah. Yeah. Let me just check. Um, before I start unplugging the whole house rooms lights, which one is which? Yeah, that's this one. So, and the white one should be the one down there, so, this is this one.
42:00
Speaker 2
These links is router into the same port. You can also just swap them. So. One, haha, right. Ah, no worse. So actually, actually, sir, in them, in them mean, sorry, sorry to, sorry to interrupt you. So in the mean time, you can just unplug the other links from the Nokia for now. All right. Um. Yes, sir.
42:00
Speaker 1
So let me just check that I actually unplugged the right cables before I say I did. Uh, so let's just see. Yeah. So now my computer is unhooked from the from the from the Nokia router and the mesh that is right next to my computer is the the Linksys is plugged into that port, uh, that that the computer was plugged into. And the light is still, the light is still red. Yeah. Do you want me to [silence]
43:00
Speaker 2
Mmm hmm. Mhm. Mhm. And what's the light now? It's totally red. I see can you reboot or restart uh the linksys router? Uh no problem. Okay. Silly just quietly reboot then please. Huh? Probably yeah.
43:00
Speaker 1
Place to reset or unplug. Yeah. Let me just give it a few seconds. but this can. And I'm plucking it back in. and the blue light is coming on. And it's flashing blue. But it's really interesting. Like, as soon as I plugged it in, my laptop was reloading my CNN website that I just logged onto. Uh,
44:00
Speaker 2
No need sir. You may simply yeah, unplug and replug its power adapter from the power outlet. Hmm. Yeah. Uh currently it
44:00
Speaker 1
So, let's see what happens. Yep. yeah. still flashing blue. Where about say you based? I know you might not be able to say exactly. Are you based in America or you based over here in Europe? Because, oh, wow, wow. So, is it
45:00
Speaker 2
Got this answer. So, yeah, for now, let's. So, yeah, sir. So for now, let's observe again the light on this router for once it's a minute, and hopefully it will turn to solid blue, where that indicates that the device is already working or has an internet connection. [silence] Oh, I'm gonna set your expectation, sir, that your call has been redirected City of Philippines. Yes, sir.
45:00
Speaker 1
it just turned red. Uh, solid for now, and if it follows the pattern, then it's going to start flashing red in a second. But let's see, it's definitely solid red right now. Yeah. Yeah. Yeah. And see if I get internet through that. Yeah. Yeah. Yes, it is the very latest, uh, Mac OS, um, is it 26.5 or something like that? Uh, let me just check. So I am running Mac, uh, uh, Tau.
46:00
Speaker 2
I'm sorry, I'm sorry. Yeah. Uh huh. Solid red, I see. Let's wait for 30 seconds or a minute, sir. And if the issue persists, uh, kindly reconnect your computer to that certain port, and then we might need to check if... all right. And by the way, may I know the operating system of your computer? Is it Windows? um, Yes, please.
46:00
Speaker 1
oh 26.5.1 and it's completely up to date. it's still showing solid red yeah it's it's the fourth from the uh from the uh from uh the plug from where you put in the electricity so it's one furthest away yeah uh it's it's not plugged in right now it's not plugged in right now but i can try and plug it into the port that the other one was sitting in and see if there is
47:00
Speaker 2
All right, thank you so much for that. So, just to confirm, the light on the latest router is still showing solid red. Is that something that we should expect? And and currently, may I know which port now on the Nokia is this router connected to? So it's on the left. So it's on the left side, correct? All right, thank you so much for that. And what about the computer that we just touched in? Is that? Okay. I see.
47:00
Speaker 1
Juice coming through there. Yeah. Yeah. So let me just try that. So that went in and my Wi-Fi is switched off on that computer as well. Uh, and now I've got internet. I've got internet on the computer. Now, if I run fast.com, uh, yeah, one 1.2 Gigabits per second. That was number, yeah. And that was number two on the back of the router, where the link was plugged in before. So I've swapped those two now. Yeah. [silence] Yeah.
48:00
Speaker 2
connection, Let's try that one. Uh, and again, Sorry, sir. Uh, and just to confirm, this is the one that has the Mac OS, correct? All right. Uh, so on your Mac computer, sir, kindly like, uh, click the Apple icon located at the upper left panel.
48:00
Speaker 1
Yeah. System settings are about this Mac. Yeah, no, carry on. Yeah. Yeah. Yeah. click which one? The system settings, right? Yeah. It's called system settings now. It used used to be called preferences. Yeah. Yeah. Yeah. Yeah. I've clicked on network. Yeah. Yeah. That says connected. Yeah. And Wi-Fi is off.
49:00
Speaker 2
Yeah, system settings or system preferences. Yeah, yeah, kindly click that one and then click on network or internet. So make sure to select the Ethernet that adapter or ether. All right and can you tell me the internet? Can you tell me the internet? Yeah, but make sure to select. So once you've clicked the app icon on the left panel, kindly click system preference or system preferences. Yeah. System setting or system preferences. Yes. Yeah, kindly click that one and then click on network or internet. So make sure to select the Ethernet that adapter or ether. All right and can you tell me the internet? Can you tell me?
49:00
Speaker 1
The router is 192.168.1.254. The IPs 192.168.1.86? Yes. Yeah.
50:00
Speaker 2
A router. IPV for value, under the satellite? Thank you so much for that one. and what about the IPV4? All right. So, under the LAN adapter try to, sorry, kindly click on Advanced. [silence] A reply. scroll down and then click Advanced and then go to Hardware. and you should be able to see there the physical or MAC address. [silence]
50:00
Speaker 1
[silence] a b C colon 76 colon 08 E or Echo which is lower case 7 echo colon eight four alpha columns like oh eight eight C colon 76 colon 00 e echo colon 72
51:00
Speaker 2
so just to confirm, sir, the fiscal address is 9c, like C for Charlie, and it's on capital or lower case? Lower. Okay. all right, so nine - or, sorry, 9C for Charlie colon seven, six, colon uh zero, E for Edward colon seven, E for Edward colon eight, four, colon four, two, correct?
51:00
Speaker 1
Colon a4 alpha 4 colon 42 What do - sorry, I don't understand what I really need to do. I swap the internet connections that I like the uh the the yeah the LANs on the back. Yeah. Yeah. Yeah. [silence] Yeah. Yeah.
52:00
Speaker 2
I see. That one so, Yeah, for this one. You may now, uh, points or like, uh, Routers router will the links, the other will be transferred back to its original pod on the Nokia and the PC will be transferred back to the, to where it was plug in before. So kindly swap them one. And Just let me know instance. Yeah, just Yeah, just Yeah, just swap the land.
52:00
Speaker 1
that's done um let me just check that it hasn't jumped uh it has jumped over to the a Eh my it has jumped over to the normal Wi-Fi. So let me just connect to the vv again. I think when I rebooted the Linksys, it jumped back to the internet rather than develop set up, but it's on develop set up now. Yeah. Yeah.
53:00
Speaker 2
all right. Thank you so much for that one. so i assume uh your other computer is still connected to the underscore bell of setup, correct? mm hmm. yes, please. yeah. okay great. so on that computer, kindly open a browser again and type in h-t-t-p-colon double forward slash my router
53:00
Speaker 1
I just just gives me a google response I yes I did I did and HTTP I'm typing again forward slash forward slash my route er dot L O C a L yeah forgot that one Linksys
54:00
Speaker 2
dot locomotive. you have entered the URL in the address bar like the upper search bar. That's correct, sorry. However, can you check if there's a colon in between the HTTP and the double forward slash? yeah no worries.
54:00
Speaker 1
Why am I getting a warning when I try to access my router setting in a browser?
55:00
Speaker 2
That don't worry, you can just don't worry so just bypass those uh warning message. So on that screen, click advanced or click on continue. Uh-huh. Yeah. Hey, handy click that one. Uh-huh. I I see. If I see. I assume you're on using a Safari browser. So on the, no, uh, no worries. So on the browser, click on show details and then click visit this website and then click visit website.
55:00
Speaker 1
Waything. Sign in. Yeah. And that's the same one as the one that I found before on the, on the router, on the mesh, right? Oh, yeah. Yeah. Sign in. Not now. Yes, I am in. [silence] Bottom right corner. What should it say? [silence]
56:00
Speaker 2
All right. So, is it asking for a router password? Okay, great. Oh, no, sir. By default, the password is "admin," all in lowercase, like "a-z," "m-i-n." Okay. Okay, that's great. So, um, on the web user interface, look for those tiny letters called "CA," and it can be found on the, bottom right corner. Yeah. "C/a."
56:00
Speaker 1
[silence] so I am in seven white boxes on that blue background. [silence]
57:00
Speaker 2
it should be CA like Charlie Alpha [silence] there's no option [silence] alright [silence] I see got that one sir and thank you so much for that information [silence] so on the web user interface kindly click troubleshooting
57:00
Speaker 1
Yeah. Yeah. Diagnostics, yeah. Uh, I see when I click on diagnostics, I see IPV4, uh, 192. Ah, yeah. Here we might have an issue. dot one six eight dot one dot eight zero. And on my, yeah. Yeah. Okay. Yeah, done. [silence] [silence] [silence] [silence] [silence]
58:00
Speaker 2
troubleshooting tab and then click on diagnostics and under the internet address, the IPV4 is currently showing zeros, correct? Mhm. So, just to confirm the— I'm sorry. Sir, just to verify, the Internet IPV4 address is 192.168.1.80, correct? Uh, for now, kindly close your troubleshooting tab. And then, uhhuh. So, on the—
58:00
Speaker 1
yeah and the what, in the widget it says Wi-Fi settings, yeah it does say connected under network status in the middle this device browser and internet, yeah and the color and the color is still red on the on the ringy yay let me try
59:00
Speaker 2
well, widgets there like on the right, sorry, on the right side, right side, the network status is currently showing not connected. Is it No. no, no. No, I'm sorry, is it so the network status is currently showing connected? Aha. If can you also check again? Uh huh. I see. However, on your computer that is still connected to the underscore Velo network setup, can you check if it can get online now or is still having the same issue, like, no Internet? [silence]
59:00
Speaker 1
I think go online. Uh, let me even make a speed test. [yawn] Yeah, there's no problem now. 400 400 mbps. Yeah. Yeah. Yeah, it's still loading. Uh, Ca router setup. Yeah, there we are. Please set your Wi-Fi SSID.
60:00
Speaker 2
Mm-hmm. I see. So, there's no doubt that this router is already online our working. So, uh on the web user interface field kindly go to the connectivity tab and then click on the CA router setup or velop setup. Uh-huh. Uh-huh. And what are the options under the CA router setup? [silence] [silence]
60:00
Speaker 1
And password. Yeah. applying changes, your router is applying changes. Okay. Yeah, it's still. It's still working on the laptop. [silence]
61:00
Speaker 2
i see if yeah if that's's the case that means that this node was still not configured as a mesh device so yeah on that screen sir kindly create a personalized Wi Fi name and password for this router and then click on set up node alright okay that's great to know the and after that one let's see if the light on this router will now change to solid blue.
61:00
Speaker 1
Like it's still having that white thing and same rating. Oh, Routan, oh, hang on. It came up with a window saying router not found. But then it went away. If you are connected wirelessly, please reconnect to Ah, OK. Yeah. Yeah. It doesn't see that Wi-Fi name. That is not coming up. Yeah. Let me [silence]
62:00
Speaker 2
All right. Uh-huh. Got that one. So remember that you still want the first Lanius router to stay in bridge mode. Uh-huh. That's normal. Uh, uh-huh. Yeah. That's normal since you have been disconnected on the network, since again we changed the Wi-Fi name and password. Don't worry, sir, all you need to do is connect your computer to the new Wi-Fi name and make sure to use the personalized Wi-Fi password. I see. Al can you try to turn off and on the Wi-Fi settings instead?
62:00
Speaker 1
And it's not coming up. No. Yes, I did. Let's try that one. Oh, do you know what? I'm going to use my iPad instead because I'm on the phone to you. The beauty of too many devices, eh? Let me, let me, let me try in here. Oh yeah, here it is. Um, let me just put it to, ah, it's there.
63:00
Speaker 2
[silence] and did you already turn off and on the Wi-Fi settings on your phone? instead. Yeah, let's get that one, yeah. Let's use your iPad then. Yes, sir, we have so many devices.
63:00
Speaker 1
[silence]
64:00
Speaker 2
That's great. And the light on the router is now showing solid blue, correct? That's right. All right, so, can you reconnect your computer again to the new WI FI name, to this router? Because we still need to set this up in the bridge mode. h
64:00
Speaker 1
Yeah. Let me just type in my password as soon as it comes up and asks for it. Oh, no. We went straight on. Yeah, I am now on that. Do you want me to unhook the ethernet connection? Like, uh, do you, like because I'm connected both via Wi-Fi now and via ethernet like cable. Yeah. Yeah. Yeah. Yeah. Yeah, so now it's connected to the new, new password, new a new way of Wi-Fi and password that I.
65:00
Speaker 2
When you say unhooked the Ethernet connection, do you mean? [silence] I see, yeah, yeah, on your computer, correct? So, if, yeah, you can uh disconnect the cable on your computer since you're uh since it is already connected wirelessly. So, are you still on the LinkSys... sorry, LinkSys Smart Wi-Fi tool?
65:00
Speaker 1
created. Uh, oh, clicked on the wrong one. Uh, connectivity, une, unexpected error. Yeah. Let me do that. Uh, links to smart Wi-Fi services are no longer available. That's on my laptop. That is, oh, hang on, hang on, hang on. Hang on, it, uh, it, it, it keeps jumping over to the old Wi-Fi name.
66:00
Speaker 2
That's great and you are still on the connectivity tab, correct. Mhm. Um, let me try to reload or refresh the page. Mhm. Great. Okay, thank you. Is that on your computer? And um, oh, I'm sorry, sir. And you're a lot I see. I see. Okay.
66:00
Speaker 1
And yes, now I'm in and let me just check that it hasn't jumped. Yes, it's still on the new Wi-Fi. And under network status, it's connected. Yeah. Yeah, the second tab. Yeah. Uh, I get uh, on the connection type, is that like when I press edit, then I get.
68:00
Speaker 2
okay great. So that's great. So let's now set this router into bridge mode. So again, go back to the connectivity tab. Uh-huh. So under connectivity, click on internet settings. Uh-huh. Yeah, and then select IPV4 and click edit uh besides type of internet connection. Uh-huh. And for the connection type, select bridge mode. And then just press apply.
68:00
Speaker 1
get connection type Automatic configuration DHCP MTU oh yeah bridge mode it's down that Yeah I found it you will be able so you will be able to apply changes it is still going through
69:00
Speaker 2
Yeah. Yeah. So, so under the connection type, sir, kindly select bridge mode since I you want this node to to be work as an access point. So, yeah, make sure to select bridge mode. Yeah. And then just press apply. What's the light now on this ppf?
69:00
Speaker 1
due progress bar on the applying changes, and the light is dark blue right now and it's flashing. Yeah. Yeah. I. I. I do need like lid. It's still applying changes here. Silence
70:00
Speaker 2
All right, so that means that this router is trying to configure the bridge mode. So let's wait for it, right? to go back to solid blue. So for this one, sir, uh sorry, for the second node, all we have to do is we're gonna do. Or we're gonna, yeah, we're gonna do the same process. Uh that means that we need to reset that one. And I know that the device is currently, uh, like located you mentioned earlier that it was on a different location as of the moment. So again, I really do apologize, but we might need to reset that one. And also, sir, may have the may also have the serial number for that device.
70:00
Speaker 1
I need to go down to the other end of the house in order to get to that router. And I am going to try and see if I can take a post a couple of pictures so I can actually just look at the picture rather than having to manhandle that router all the time. Yeah. Yeah. Yeah, we're basically having to go through the same process, right? Yeah. Yeah. Yeah. It's so high up, I can barely see it. Let me take a picture instead. That's gonna be easier.
71:00
Speaker 2
Aha. Aha, no worries. Aha. Yes, sir. However, for that router, we still need to press the reset button on that one since, uh, again, yes, sir. So, yeah, just follow the same process. And, what's the light now on this first router? Ooh. No worries.
71:00
Speaker 1
it looks of to me completely off but the that's uh now i'm down at this like the one we've just fixed this up in an in the other end of the house now i'm down at the second one that we need to also connect and that one seems to have no light in but it is plugged in so should I just reset it yeah yeah
72:00
Speaker 2
Is that the second? Is that the second router or is that the first one? Yeah, try to reboot or restart that one. And if the issue persists, yeah, try to reset the node. However, when you press and hold the reset button, if the if the light indicator on that node still does not show any light, try to plug it in to a different power outlet.
72:00
Speaker 1
Yeah, [silence] yeah, now, definitely on, um, Ah, [silence] you know what, I'm just quickly going to check and see if, if it's going to work. No, should be fine. I think it is flashing now. Uh, it's a little hard for me to see this one. it's a little. bit less. Now, let me just try and completely switch off the electricity because that reset didn't do anything. [silence]
73:00
Speaker 2
people out. instead. Also, make sure that the power switch on that device is toggled on or switched on. Uh huh. [-] Mm hmm. Uh huh.
73:00
Speaker 1
[silence] There is new light in this one and it is plugged in. [silence] Yes, and I have tried to reset it. Let me just check that um because there is a little
74:00
Speaker 2
Hi, see, have you, have you already tried plugging that node into a different power outlet? Mm-hmm.
74:00
Speaker 1
on off button underneath this world, so let me see, if is, that, yeah, like, it is stupid to try and fix a lot of things if it's actually off. That's not going to do much. Uh, but it's no, it is on. Yeah. Yes, give me a second and I'll see if I can take a picture of it. So that, because this one is not easy to get to. [silence]
75:00
Speaker 2
Yeah. Kindly make sure that the... Yeah. Yeah. Is it on? I see. Ah, can you provide me the model, sorry the serial number of that device? All right. Thank you so much for that. Just take your time sir and just
75:00
Speaker 1
Yeah. Yeah, sorry. I'm just going to put the phone down for a second. Give me one second. Wow, yes, I got it. So the serial number is 20 J for Jake.
76:00
Speaker 2
let me know when you're ready. No worries.
76:00
Speaker 1
2-0-N for Mike, 3-7-B-2-9-1-8-6. Uh, it is. It is off. I wonder whether it has blown. Yeah. I This is where we need to cue the waiting music. Ha ha ha ha ha ha. Ha.
77:00
Speaker 2
All right. Thank you so much for that one. So, uh, what's the light now on that node. Is it still showing uh, off or doesn't it have a light at all? Is it off? I see. Uh, how about this one? Can you press and hold the reset button, sorry, press and hold the reset button for that node for one minute? All right. And thank you. Uh, kindly take your. Yeah, don't worry. I have a timer here on my end too. So I'm just gonna.
77:00
Speaker 1
Yeah. Yeah. No, it's more my patience that is getting getting challenged. Yeah. Yeah. Yeah. Yeah. Yeah. Okay. C C Transcribe
78:00
Speaker 2
[-right channel-] Yeah. -right channel-] Yes, sir. [-right channel-] However, sir, like for this one, if the issue persists, like even though we already press and held the reset button for this one for a minute and there's still no light on the node. -right channel-] We will check on your device like phone or computer to see if they can detect the default name of this device, which is vellup setup 56B. [-right channel-] However, if your devices cannot detect the default name for this node, you can try to swap the nodes. [-right channel-] So, for example, sorry not swap the nodes, but swap the power adapter. [-right channel-] So, if, uh, -right channel-]
78:00
Speaker 1
the good thing is the good thing is that I actually bought three so I've got a spare one that is not in use. so I've got a spare power adapter for that as well. Yeah. Yeah. instead here, just use that one instead. this one is doing absolutely nothing. so let me just go over and get that other node.
79:00
Speaker 2
Oh. that's yeah that's great to know so oh so for you now uh, yeah try to swap the power adapter and however if still there's no light on this node I'm afraid yeah we might need to you the other node press set that up as a uh yeah bridge mode. Same.
79:00
Speaker 1
Actually, I need to do that just. There. There we are. Power cable is on the way over. I'm just going to put your speaker. Okay. So, let me just unplug this one and plug in this
80:00
Speaker 2
.
80:00
Speaker 1
I'm still trying the old one, the one that ended on 186. So I'm just changing the power cable for now. Uh, so, oh yeah, light is on now. Yeah. Yeah. So it's flashing blue. Should I go and get my laptop so we have got some devices to look onto it with? Yeah. Yeah, let me just get that.
81:00
Speaker 2
[silence] Oh, so the issue has something to do with the power adapter. So good thing we just looked at [silence] All right, so yeah, uh for now let's observe the light on that router or node for one to two minute. [silence] [inaudible] All right. [silence] Yes sir, because we are going to configure this one through the web user interface. [silence] All right.
81:00
Speaker 1
Yeah, it's just come on as a solid green. Let me just check that it stays like that. Yeah seems fine. Yeah. Seems like it.
82:00
Speaker 2
Uh, huh. All right. So that device is already working. Correct. All right. That's great. So now. And. Yes sir. And the other node like the first router or node is still showing solid blue or teal. yes, sir. eh, yeah, kindly take your time as well. Yes. all right, so, that should do it. That should do it, sir. As long as the light on the nodes or routers are showing solid blue or green, rest assured that they are already working properly or online. All right. so, yes, sir. So, yeah, uh we should be all good, sir. And if there's anything else that I can assist you with today. You're most welcome. And again, if we need further assistance in the future, just feel free to give us a call.
82:00
Speaker 1
yeah Thank you. Thank you. yeah have a great day. Yeah, yeah thank you. Okay, bye, bye.
84:00
Speaker 2
Thank you so much for your appreciation Sir. actually, it was totally a team effort. So we made a great team for this one. So, thank you so much for your time and cooperation as well. You are most welcome. You as well, Sir. Again, thank you for calling Lens Sys. You have a great day as well. Bye for now.
84:00