V2 Rubric Detail — 46dd2458-7646-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:46
Duration
101m 24s
Contact
Chris Erkmann
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135686
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer's thermostat is unable to connect to the network.
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.50/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+4.1)

V2 Grader Summary

The agent successfully isolated the issue to the thermostat by confirming 2.4 GHz functionality with other devices, separating bands, and adjusting channels. While the root device issue wasn't resolved, significant progress was made in validating the network environment, and a clear next step (contacting thermostat support) was provided with case continuity.

V1 Case Analysis

Customer unable to connect Daikin One+ thermostat to 2.4 GHz Wi-Fi on MX2000 mesh. Agent guided through band separation, SSID renaming, WPA2 security, and channel changes. Verified another thermostat (EchoBee) connected successfully. Issue isolated to thermostat; advised to contact Daikin support.

Troubleshooting Steps
  • Guided customer to access router web UI (192.168.1.1) and reset admin password.
  • Separated 2.4 GHz and 5 GHz SSIDs and renamed 2.4 GHz network with '_2.4'.
  • Set 2.4 GHz security to WPA2-Personal and changed channel to 11.
  • Verified another thermostat (EchoBee) could connect to 2.4 GHz network.
  • Confirmed issue isolated to Daikin thermostat after multiple failed connection attempts.
Key Observations
  • Agent correctly diagnosed the need for 2.4 GHz band separation and applied proper settings (WPA2, channel 11) per KB guidance.
  • Introduced unnecessary 5-press node pairing steps [37:00–40:00] despite no node connectivity issues being reported.
  • Effectively isolated the problem by testing a second thermostat, confirming the router configuration was functional.
  • Communication was occasionally unclear, with some contradictory instructions and overcomplication of SSID naming.
  • Call recovery after initial access issues showed persistence, but the process was inefficient due to repeated browser and access method changes.
Positive Highlights
  • Correctly identified the need for 2.4 GHz band separation for IoT devices [48:00].
  • Successfully guided customer through router access, SSL bypass, and admin password reset [04:00–08:00].
  • Applied correct Wi-Fi settings: WPA2-Personal for 2.4 GHz [52:00] and non-overlapping channel 11 [87:00–88:00] per KB recommendations.
  • Effectively isolated the issue by testing a second thermostat, confirming the router configuration was functional [94:00–95:00].
  • Provided clear next step to contact thermostat manufacturer after ruling out router issues [97:00–99:00].
Agent Errors / Gaps
  • Introduced 5-press node pairing procedure [37:00–40:00] despite no node connectivity issues, causing unnecessary confusion and wasted time.
  • Provided inconsistent instructions on SSID naming, first suggesting '_2.4' [50:00], then later suggesting just '2' [51:00], creating confusion.
  • Repeatedly asked customer to use Safari despite access issues, without promptly suggesting cache clearing or alternative browsers until [79:00].
  • Failed to confirm router access success before moving to next steps, leading to loops when access failed.
  • Did not verify thermostat compatibility or settings before extensive router changes.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Thermostat still failed to connect to 2.4 GHz network after all troubleshooting; no resolution achieved.
R2 Met Diagnostic thoroughness conf 90%
Agent performed logical, sequenced troubleshooting: verified admin access, power-cycled modem/router, factory reset nodes, separated 2.4/5 GHz bands, changed channels, and tested connectivity — all relevant to IoT device setup.
R3 Partially Met Correct resolution path conf 85%
Agent pursued best-effort troubleshooting for an IoT issue, correctly suggesting contacting the thermostat manufacturer after validating the router supports 2.4 GHz devices, but did not fully explain limitations or leave customer with a clear path forward.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (thermostat won't connect), confirmed 2.4 GHz requirement, and systematically ruled out router as root cause by connecting other IoT devices (iPad, second thermostat) to 2.4 GHz band.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used local web interface (192.168.1.1 / myrouter.local) to manage WiFi settings, separate bands, and change channels — correct tools for scenario per KB.
T3 Met No misinformation conf 95%
Technical guidance accurate: separating bands for IoT compatibility, using 2.4 GHz for range, changing channels to avoid interference; 5-press method correctly applied to MX2000 per universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control despite technical hurdles, provided transitions (e.g., 'let me hold for resources'), but instructions were sometimes fragmented and repetitive.
C2 Partially Met Confirmed understanding conf 85%
Agent adapted by using visual cues ('picture of two phones'), confirmed understanding, and simplified steps, though occasionally used jargon like 'security mode' without explanation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned case throughout, did not transfer, performed hands-on troubleshooting, and stayed on hold to gather resources.
O2 Partially Met Proactive follow-through conf 85%
Agent set next step: contact thermostat manufacturer, and provided case number for continuity, though no timeline or follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — issue was within scope for L1 support and agent made reasonable progress.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for inconvenience and acknowledged difficulty, but did not explicitly recognize customer’s repeated effort or frustration.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pacing, used visual references, and checked in after complex steps, though occasionally rushed instructions during browser navigation.
X3 Partially Met Overall experience conf 85%
Customer repeated serial number and network details, but agent used prior inputs where possible and handled complex setup steps collaboratively.
Call Transcript162 turns · 179 lines
Speaker 1
[silence] Hi Regina. I'm having difficulty binding, binding my whole air conditioning heating unit thermostat to my whole home Wi-Fi. I have the
00:00
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. 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. [silence] Hi, thank you for calling Linksys. This is Regina. How can I help you today?
00:00
Speaker 1
[KEEP_UNCERTAIN] MX 2000 router and one another node up on the other side of the house. What I tried is I tried using the hotspot on my phone and the thermostat binds to it no problem. It just won't bind to my home Wi-Fi. I was told that it was it had something to do with the 2.4 versus 5 gigahertz. Apparently the thermostat requires 2.4. Yes. Yes. Chris Erkman. That's correct. Yeah.
01:00
Speaker 2
Okay. So, I totally understand your concern, sir, but it's this your first time calling us for support? Are you calling from United States? I know your first and last name. So, E, R K. Rem, manne.
01:00
Speaker 1
314-540-6768 Chris Ch. E. R. C. K. A. M. A. M. A. N. N E. R. K. at charter at charter dot net. Just the name and it's one node. Correct, yes. Yes, that serial number is 50D Delta 10M, Mike to 6C, Charlie to 6158.
02:00
Speaker 2
and your call back number. [silence] Okay, thank you for that. and your email, sir. [silence] And how many Linksys devices do you have in total? [silence] So you have two Linksys devices. [silence] Can you please provide the serial number of the parent node?
02:00
Speaker 1
no correct no two six one five eight Correct. Correct. Correct. Correct. Yes. spectrum correct Correct. Correct. Speaker 1
03:00
Speaker 2
Okay. Do you have a computer or a laptop which we can use to support the band? Okay, can you please connect your computer to your Linksys network? Okay, then is it a Windows or Mac computer? Okay. Can we open a browser, such Google. Then on the address bar, type "192 point 168 point 1 point 1."
04:00
Speaker 1
192.168.1.1. okay Linux system, why am I getting warning? Yeah. Yes. Continue. connection's not private. I get a it says this connection is not private and I have show details versus go back. No. Yeah, Safari warns you when a website has a certificate that is not valid or secure, indicating that it's not private.
05:00
Speaker 2
dot one dot one. Press Enter. Okay. Click advance, or continue. Advance or proceed. Do I and say 192.168.201. Show details. How about on the very bottom? Sir, do you have an option to click and say, proceed? Show details.
05:00
Speaker 1
Valid this may happen if the website is misconfigured or an attacker has compromised. Visit this website. Website over there. Okay. My home Wi-Fi. I'm looking at a screen for 192 16811 and says Keep Your Wi-Fi Handy. Okay. Yes. Okay. And to recover a key from any of the nodes to unlock administrator password. This should be [silence]
06:00
Speaker 2
Okay, visit this website. [silence] Okay, are you in the link to Linksys Smart Wi-Fi tools?
06:00
Speaker 1
Yes, okay I've already created that so I'll put that one in. Oh, okay. So don't put in my custom one. Put the one that's the recovery key on the router. Okay. Stand by. Oh, okay. Okay. One, eight, four, six, seven, eight. I'm
07:00
Speaker 2
Yes. Yes. Yes. [silence]
07:00
Speaker 1
Okay, I'm there. So it says create a new admin password. And I can just use the same one I was using. Oh, at least: Though for lower and one number.
08:00
Speaker 2
Okay, and then scroll down to the very bottom and then look for the two caps locked letters, C A, like California. Okay, proceed to create your custom one. Yeah. [silence]
08:00
Speaker 1
Ach, oh, uh, let's see. While I asked you if I could use that same one, okay, all right. So I've got, stand by a second there. I don't want to have the same character twice in a row. Stand by. Okay, unexpected error 2298. Uh, if she continues, please visit tech support at 2298. Not the power cord, but the unit that joins it to the modem. Okay, it's unplugged. Is red flashing.
09:00
Speaker 2
Okay, can you please unplug the parents Node from the modem? Unplug the ethernet cable, sir. The ethernet cable connected from the modem to the parent Node. Can you please unplug it? And what is the light indicator of the parent Node? [silence] So let's just wait for the light to turn solid red. What is the light indicator for the parent node? Okay, can you please connect the Mac computer to the Linksys network, even if it doesn't have an internet connection? Okay, open a browser again. Google, then try to access 192.168.1.1.
10:00
Speaker 1
So I googled 192.168.1.1 and the progress bar is not gone anywhere. Well, let me go to Wi-Fi. I have the uh all of the bars showing but I'll go to settings. Wi-Fi... Yeah, I'm connected.
12:00
Speaker 2
check if you're still connected with the parent node okay, try to open google and then enter one nine two dot one six eight dot one one six dot zero zero one
12:00
Speaker 1
192.168.1.1 search website can't be reached. site maybe temporarily down. My routers.local [silence] same outcome website can't be reached.
13:00
Speaker 2
68.1.1. How about myrouter.local? Okay, can you please forget the networks here and reconnect to the Wi-Fi name and enter the Wi-Fi password?
13:00
Speaker 1
okay forget this network forget that re enter the password okay I am connected okay Safari and let's see okay I am in Safari
14:00
Speaker 2
Okay, can we try to open a different browser? Safari.
14:00
Speaker 1
Now what do I do? lynx, why am I getting a warning when I try to access my router? Click continue. Okay. And I'm back to that picture of a phone, my home thousand 100.
15:00
Speaker 2
Okay, so open Safari and enter 192.168.1.1. Okay. Click advanced. Yes.
15:00
Speaker 1
Am I superimposed over an image of reset admin password is uh, a series of dots in a circle just saying waiting. Uh, uh, let's see. All it's asking me is where I want to save the password. Enter this username. No, just not now. Not now.
16:00
Speaker 2
of your admin password. Okay. Proceed.
16:00
Speaker 1
I still have that waiting display with the blue dot dancing around in a circle. No, just that same screen. We're in the background that says reset admin password, but superimposed on that is a circle.
17:00
Speaker 2
Okay, and what is the? Were you able to access the web interface now? Okay, I'll proceed. Yeah proceed to reset your admin password. So, when you click the picture or the image of the true phone, so it asks you to access the router, right? [silence] Okay.
17:00
Speaker 1
can help possibly sign-route. okay i at the very beginning so h h t t.com for a wi-fi extension network router local or wireless access router local HTTP colon cryptoslash my router.little. c seed. links is why am I getting got it and it took me back to that same screen before it says links is why am I getting a warning when I tray- access my route settings in a browser I'll go to the bottom and hit continue
19:00
Speaker 2
we can also include HTS. Yes. Are HTP HTTPS. No, no. HTTP colon forward slash forward slash my router dot local. Yeah, so entered HTP.
19:00
Speaker 1
Right, and so I get this connection is not private. I'll hit show details. I'll say visit this website. Visit the website. Back to the picture of the two phones. Okay. Okay. And that's not going anywhere. The screen is blank.
20:00
Speaker 2
[No transcription]
20:00
Speaker 1
No, just a blank screen. My. Router. Format local. Of router is blinking red, and I have all my bars. Here. Yes, hello. [silence]
21:00
Speaker 2
not going anywhere. [!] it's a blank blue screen.
21:00
Speaker 1
Okay, so how do I do that? Okay, can you please. Okay to modem and router. Power cable from. Okay. Okay.
22:00
Speaker 2
Yes, because if this is the scenario, so you really need to reset and reconfigure your links as devices, okay, can you please connect the Ethernet cable back to the modem, then after that, unplug the power adapter of your modem and then the parents, not, and wait for 30 seconds to 1 minute to plug the power back. Yeah, modem and the parents, not, power cycle the modem and the parents, not.
22:00
Speaker 1
Yeah. Okay, they're both unplugged. Okay, it's been 30 seconds. I'll plug in my modem. And now my router. Got a solid blue light. Oh, I just said I I told you what was doing and I plug the modem first. So should I unplug both for another 30 seconds?
23:00
Speaker 2
then plug the router first. Yeah, plug the router first.
23:00
Speaker 1
Okay. Yeah, it's blinking blue. So when you reset the power to both, you do your router first. I see. Yeah. Okay. It's selling.
24:00
Speaker 2
Okay, sense is already rebooted. So let's just wait for the parent not to turn solid blue again. Yes, router first, then the modem. But let's start observe. Maybe it'll works.
24:00
Speaker 1
blue now. solid blue. A web interface, pi that 192168 1068. Sure. That took me a screen that's several sites. One is the 19216811. that took me to a router network.
25:00
Speaker 2
Okay, so what is the light indicator of the parent node? Is it solid blue now? Okay, try to access the web interface. Yeah. Open Google and enter 192.168.1.1 on the address bar.
25:00
Speaker 1
AI overview. So should I just go to the login admin? Okay. Okay, so now screen I have not seen before 192.168.1.1 router configuration center admin login. Okay, it says "websites can't be reached. Site may be temporarily down." It took me to a 192.168.1.1. Okay. My browser
26:00
Speaker 2
wait ok before you leave yes ok try to log in ok how about myrouter.local sir
26:00
Speaker 1
dot local. The- Connect router is read right now, by the way. Little like it turned red. And, uh, Okay. And, uh, that takes me to a AI overview, uh, linksys support accessing linksys smart Wi-FI router, uh, linksys passwords and access, uh, how to login. Yes, uh, I have, uh, several bars, but I'll go to settings and, um, yeah, I have I have several bars at my uh, wi-fiy.
27:00
Speaker 2
How about my router.path? Are you connected to your Linksys network? Kindly check if you're still connected with your Wi-Fi name and Wi-Fi password. Okay, kindly try to use Safari, open Safari.
27:00
Speaker 1
Okay. Specifically, do the 192. Is that 1.w.1? Dinks. then I'd be getting a warning when I try to access my router settings, I'll go to the goods, continue. picture of two phones, click on that one, and I'm back to ah, another weighting thing is spec, but now I'm back a reset admin password. Enter recovery. So enter recovery key. It's brought me to a screen that says, reset admin password and then asks me to enter a recovery key.
28:00
Speaker 2
and entered 192.168.1.1 okay click advanced okay proceed [silence]
28:00
Speaker 1
OK create a new admin password and hint. So should I go ahead and do that?
29:00
Speaker 2
Okay, See proceed to enter the recovery key Yep, Crete proceed to create your own router password now. .
29:00
Speaker 1
Okay, Unexpected error: 2298. Okay, so what do you? Okay.
30:00
Speaker 2
Okay, so I do really apologize for the inconvenience sir, but we really need to reset everything if the errors kept, kept detecting or displaying when we try to access the web interface. So you, everything will disconnect it when you're going to do the reset reconfigure. But, can you please relocate the child nodes closer to the parent node two or three feet apart from each other and then, and then plug them directly to the wall outlet. [ silence ] Yeah and while waiting, Sarah, let me also hold this call for three to five minutes to have resources in my end. So just please stay on the other line and I will be right back. Thank you. [silence]
30:00
Speaker 1
Yes. Mm-hmm. Okay, they are both solid blue. Okay. Okay. Can I do these one at a time? Okay.
35:00
Speaker 2
So thank you for patiently waiting. Are you still there? Okay. So what are the light indicator of your lynxest devices? Blink red, goes off, turn to solid blue. And that's the time that you release the reset button. Yeah.
35:00
Speaker 1
Okay. Press and hold reset. solid red. Blinking red. Light went out. then do I release? Okay. Now solid blue. Okay. I'll release. Now I'll go to the the child node, I think is what you call it.
36:00
Speaker 2
Until it turns solid blue. That's the time that you release the reset button.
36:00
Speaker 1
So blue, I'll release the reset. And they're both they're both blinking blue. Yes. OK. [silence]
37:00
Speaker 2
so they're all blinking blue. So let's just wait for the light indicator to turn solid purple which means they are ready for setup. Look at it's good. And they are about two or three feet away from each other, right? Can you please make it one or two feet to avoid any interference? The two child nodes, the one child node is also solid purple. Now go to the parents, nodes there. Then press release the reset button five times within five seconds. Not too slow, not too fast. So five times within five seconds.
37:00
Speaker 1
And I'm flashing, almost a white light. Yeah, it's blinking it's yeah it's a purplish light. Okay, okay, okay, same okay okay, Okay. Oh, okay. Yeah the child node is, uh purple, and the parent node is still blinking. Yeah
39:00
Speaker 2
Blinking. Okay, that's good. That's good, which means they are setting up. And it will take three to five minutes here. How about the child nodes? No, no need. It will automatically set up using the five press method. All you need to do is to check the light indicator for it to start blinking.
39:00
Speaker 1
That's correct. And the parent node is solid blue. And the child node is blinking red now. Okay? So go to Safari. [ silence ]
40:00
Speaker 2
Oh, it's okay. So, the child mode is still solid purple. in the child mode? Okay, it's setting up. Okay, since the parent node is now solid blue, can you please connect your Mac laptops here to the default name and password labeled on the bottom of the parent node if you can access the Internet? Okay, now open a browser. Go to your Wi-Fi settings and select the SG device. Enter the password that comes up on the child node. Once you've connected, select the DC follow the instructions. Enter the pass that it provides and grant the permission to connect to the Internet. And then you'll just have to wait for the prompt to go back to this scan page.
40:00
Speaker 1
okay oh I see. okay so I go to W Kuzey and what do you want me to do first? Oh, I see. Oh, this test was miscalcated.
41:00
Speaker 2
Settings, select your [wife] i name, which is underscore [Velo] psetup, and enter your [wife] i password to connect.
41:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay. I am connected. Okay.
42:00
Speaker 2
Okay, can we open browser? Safari.
42:00
Speaker 1
Okay. My router dot local. And picture of the two cell phones. Click on the image. Okay. It says sign in, access router, router password. Or case. Sign in. We've updated our password record.
43:00
Speaker 2
type on the address bar yeah my router dot local yeah okay use admin all lower case a d m i n [silence] uh, yeah, process to create a new one. Uh did you click the picture? Did you click the picture or the image of the 2 phone? uh head, just use ADMIN. admin. yeah, proceed.
43:00
Speaker 1
okay. 10 characters. 10 characters. Upper and lower case. One number. I've got all of those and I hit reset and it won't advance.
45:00
Speaker 2
Yeah, you need to customize your admin password.
45:00
Speaker 1
I'll just try a different one. Oh, I might not have put in that special character. Oh, I see. That did it. Okay. Stand by. I'm going to write that down just... So that's going to be the password for my Wi-Fi in my house is I just input. Oh, just the router. Oh, I see. Okay.
46:00
Speaker 2
Yeah, try to use a different one. No, your router, it's actually different from your Wi-Fi password, sir. It's totally different. It's your password every time you log into the router settings.
46:00
Speaker 1
Oh I see. Okay. So that's a router password. Okay. And now it says save password. Enter the username for this account to finish saving your password. And is that something that comes off the bottom of the router? Okay. a lowercase admin. Okay. Great. And so now a page I haven't seen yet, uh on seven light boxes, network status, links to your home network, etc.
47:00
Speaker 2
use Google. So, admin for the username. yeah. Okay, scroll down on the very bottom, look for the two capital letter C, A. Like California.
47:00
Speaker 1
oh, gee whiz. very tiny, very, very small. yeah, okay. touch on that. yeah, I'm there. yes. okay. okay. there's the Wi-Fi settings. okay. another new page. Wi-Fi settings. all kinds of different different boxes on it. yes. [silence] all kinds of different different boxes on it.
48:00
Speaker 2
da, [silence] and the very bottom, sir. Yeah, very, very small. yeah. And then after that, go to Wi-Fi settings. [silence] So, you can see your 2.4 and 5 gigahertz band, right? [silence] Okay. Now, can you please retrieve your original Wi-Fi name and password for both 2.4 and 5? Do not click apply yet. We need to separate the bandwidth since you need 2.4, but for the meantime, retrieve your original Wi-Fi name and password for both 2.4.
48:00
Speaker 1
[KEEP_UNCERTAIN] Okay, so what I was using before. I just did my home and in a reef and then the rename in two different places, both two, four and five, but don't yet apply. Okay, it's going to take me a second. I understand. Okay. I'm going to go to a different page and check. I
49:00
Speaker 2
Yeah. As it was Yes. So for your devices, sir, to just connect automatically since you use the same Wi-Fi name and password as it was.
49:00
Speaker 1
to copy and paste Okay, I paste them both in for Wi-Fi name. underscore It's okay. Okay. I'll put it at the beginning [silence]
50:00
Speaker 2
Okay, now for the pool point four can you please add the underscore 2.4 after your Wi-Fi name? Or you can, if you have a long Wi-Fi name, you can put that information before before your Wi-Fi name, so that you can recognize that directly. [silence]
50:00
Speaker 1
and that's going to be 2-4 or just 2.4 yeah and my name is well yeah um in trying to put this 2.4 in my name is too long yeah but if I put if I try to put 2.4 it only lets me put in the two uh wait a minute it just changed it just changed something also it gave me three dots
51:00
Speaker 2
or just two point four. And for the Wi-Fi name, yeah, and for the Wi-Fi name of 5 gigahertz, just leave it the way it is to avoid any disconnection from your other devices. Now for the security mode. Yeah, that's why you're going to put the 2.4 in the beginning so that you can recognize it directly. Okay maybe, just put number two. Okay.
51:00
Speaker 1
We're there. Two, four at the very beginning. It's that. That's what it is. Okay. I changed it to that. Yes. At the beginning of the 5 gigahertz Wi-Fi name. Should I put five_name? Or name. [silence]
52:00
Speaker 2
Okay, that's good. And then for the security mode of the 2.4 joust, kindly make sure that WPA2 personal Okay, for the 5 gigahertz band, make sure it's WPA2/WPA3 mix personal mode. Okay. And then make sure to have the same Wi-Fi password. No need because all the devices will totally disconnect and you need to connect them individually. So for the 5 gigahertz band, just leave the Wi-Fi name.
52:00
Speaker 1
Okay. Okay. And for my password, I put in the same one I was using before in my home. Mm-hmm. For for both. And then apply. And then hit apply. You're updating Wi-Fi settings. Uh and then hit yes. Mm-hmm. Apply changes. Your router is applying changes. Hit okay. [silence]
53:00
Speaker 2
[silence] do this so that your other devices will just automatically [reconnect] to your connection as network. Yes, for both bandwidth. And then click apply to apply the changes. Yes.
53:00
Speaker 1
I have the white box with all the circles and the white blue ones going round and round. It says "waiting." the parent is solid blue and the child node is blinking blue. [silence]
54:00
Speaker 2
okay. what is the light indicator of the parent node and the child node? okay. now, can you look at your phone, sir, if there are two Wi-Fi names that are broadcasting now for the two point four and five,
54:00
Speaker 1
I don't understand the question. What was that? [silence] The only one I see is oh, there's both the 2.4 and the one without the 2.4. Okay, so at the very beginning of this entire conversation had to do with this thermostat that I'm trying to bind. And they pointed out that I need 2.4 for that. So I should reset to 2.4, go ahead and do the thermostat and then do what?
55:00
Speaker 2
go to your Wi-Fi settings. Check the available network if there are two Wi-Fi names that are redasting or detecting. Okay. For the meantime, since 5 gigahertz band will provide a better speed, better performance. So those devices that will connect with the 5 gigahertz band, then just continue using it. But for those devices, to recommend to connect with 2.4, such your thermostat, can be connected that with 2.4. [silence]
55:00
Speaker 1
go back to five. I see. Gotcha. So if I leave my network on five all the time and I go to use that, use the app for my thermostat, you're saying I may have to switch to 2.4 just to do that.
56:00
Speaker 2
This is recommended to the 2.4G or to connect with the 2.4G then connect with that because there's a possibility that it will not connect with 5G band. So there are devices that can connect with both 2.4G and 5G. There are some devices that won't connect to the 5G either to the 2.4G that's why we separate the bandwidth so that it allows you to select your wireless network. Yes, make sure both devices are connected to the for example, if the thermostat is going to work on the application through your phone, make sure both devices are connected to the two.
56:00
Speaker 1
[silence] I understand. Okay. All right, let's do that. Okay, so... Oh, I see. So, I have to set that this app I would be accessing through my phone. I have to set that phone Wi-Fi to 2.4.
57:00
Speaker 2
4. And you can proceed to check that right now so that we can verify if it will work.
57:00
Speaker 1
I will connect this phone to 2.4 and then I will go to the thermostat settings Wi-Fi there's the 2.4 accept Yes sir. Accept. Password. [silence] USB it could not connect to network. That's the same issue I had before. 2.4, hum, that's the Wi-Fi network. Still can't. Now, uh, I believe I did that at one point yesterday. [silence] System load time.
59:00
Speaker 2
Maybe you need to restart your thermostat or reset the device. Do you have an option to do that?
61:00
Speaker 1
system mode off shall I go back and turn it back on [silence] settings Wi-Fi 2.4 accept password Done. Connect. Can't connect. Still won't connect. There is something in here about it. Yeah. No. And under advanced settings, it says, use DHCP. I can either use that or not. So I'll leave that alone. But no, it won't connect. Right.
62:00
Speaker 2
So it's connected? So what is the error when you try to connect the thermostat?
63:00
Speaker 1
Yeah, the 2.4 and everything, just like you said. That's why they said talk to Lynxys because they said that the modem needs to be putting out 2.4 for this to work. And so then what I did was I tried just linking to my phone and it worked fine through my phone as a hot spot. Yes. And that's what I'm trying to do and it's not working. I go to this 2.4. I hit accept the license agreement. I put in the password. This would be the third time I've done this. And every time it will not, it just does not go.
64:00
Speaker 2
Yeah, but do you have the option here to access the settings of the thermostat? It has a Wi-Fi setting. Maybe you'll need to connect the thermostat directly to the Wi-Fi.
64:00
Speaker 1
what about my other advice so I have an iPad here it's set on 2.4 yeah and and it's set on 2.4 and if I go to Safari I can pull up yeah they worked fine on 2.4 yeah and they took me as far as they could I spent quite a bit with them on the phone yesterday and they uh said that it was an issue with this [silence]
65:00
Speaker 2
So, how about your other devices? So, your other devices connect automatically except for the thermostat. Yeah, your phone, your iPad, your computer. And have you tried also to call the manufacturer of your thermostat?
65:00
Speaker 1
Yeah, the five verse two point four and then I should talk to links us about troubleshooting that further. Yeah, well, it's not connecting, no. Let me check the shirt, this piece away. [silence] Yes, they're both solid blue. [silence] Yes. [silence] Yes.
66:00
Speaker 2
because we already separate the bandwidth, right?<start_of_audio> [silence] And this thermostat is connected to your 2.4. [speech_to_text] And what is the light indicator of both devices from Lanxes? They are both solid blue? [speech_to_text] So they are already working and we already separate the bandwidth. [speech_to_text] And you have the 2.4 now. [speech_to_text] I'm sorry, yeah, 2.4. [speech_to_text] And did you already try to
66:00
Speaker 1
Yeah, I turned it off for about 10 seconds and turned it back on. there are settings system modes schedule display main screen sound reminders, date and time, Wi-Fi, account, air quality, um actually thermostat equipment support. thermostat scene.
67:00
Speaker 2
Cheers, denote was the device. Is there a reset button on a net? Press and hold something like that.
67:00
Speaker 1
Do you want to continue? It says, do you want to continue and restart your thermostat? So we can try that now. The thermostat works fine. Well, the thermostat works fine. It's just that I wanted to connect it through their app so I could control it from my phone. And that's where we had problems getting it connected. So I've hit the restart button. I've hit the restart button for the thermostat. I'm going to -- No, I've just restarted it. We're going to try this again. Yeah.
68:00
Speaker 2
And it was working. Yeah. And it was working, sir? Or it was working fine before? Or it wouldn't connect at all. [silence] Yeah, I guess. Hmm. Because if it is an app, so it's already a third-party device because your phone is successfully connected to the network. How about the thermostat? Is it successfully connected?
68:00
Speaker 1
We're having a heat wave here in the Midwest. If I make the air conditioning go off, I'm gonna be in big trouble. Okay, I've gotten back to a familiar screen. Now, settings, system mode, cool, so we successfully reset. I'll go back to Wi-Fi again. Pick out 2.4. Accept this license agreement. Go to password, put that in again. Could not connect. Same problem. We've made no progress with that. Yeah, yeah, and I S. Yeah, okay. uh, Hotspots on, dismiss. Own, accept. Password.
69:00
Speaker 2
Do you have a hotspot sir? Or a different network? Can you please try can you please try to connect your thermostat to a different network? Say your hotspot.
71:00
Speaker 1
Okay, that's correct. Connected for agreed terms. Yesterday it worked out fine to use it. And now it works fine, yeah, connected to my hotspot. So the thermostat connects just like yesterday to the hotspot, but the 240. Yes, I'll have. [silence]
72:00
Speaker 2
it connected successfully with the hotspot [silence]
72:00
Speaker 1
okay, let's try that settings, Wi-Fi.
73:00
Speaker 2
Can they try to connect with the the 100 to 5? gig flash band?
73:00
Speaker 1
Yeah, it's not even listing the five.
74:00
Speaker 2
Okay. So when you try to connect your thermostat to your Linksys networks, or kindly turn off your data or hotspot.
74:00
Speaker 1
don't disconnect this call. Okay. So the hotspots turned off. And then I will search again. Yeah. iPhone and then the 2.4, but the 5 is not listed. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
75:00
Speaker 2
Okay, so since your hotspot are- is turned off, can you please try to connect your thermostat to the 2.4 gig? It works.
75:00
Speaker 1
So, the networks, it is listing my phone, I can't really say I know how to turn off my hotspot. I guess I can turn off my data or something. Yeah, okay, it's off.
76:00
Speaker 2
Yeah. Can you try to turn off your hotspot? Yes.
76:00
Speaker 1
connect to her agreed terms could not connect own network just like at the beginning [silence] [music] no
77:00
Speaker 2
were you able to connect or not? Okay, can we go back to the links to Linksys Smart Wi-Fi tools or the web interface? Yeah, I guess you used my router dot oar one 92.168.1. That one on Safari.
78:00
Speaker 1
192.168.1.1. Connection not private. Visit this website. Are you sure you want to visit on the connection? It’s not private. I hit visit website and now it won’t go through. Before it would just go right on through. So that was Safari, should I try a different browser? Okay, I’ll put Google on that same. I’m just blocking.
79:00
Speaker 2
Yeah, you can use Google. Maybe you'll need also to clear cache. But let's just try to use Google for it to access the web interface.
79:00
Speaker 1
Google, okay, and then 192 point 1 point 1. And then login admin. And router configuration center, admin login, to access the admin panel, type this number in the address bar or click on the button below. So from this page, what should I do? When I went out at 192.168.0.1, 1 it took me to a page that is uh 192 1 4.92.1.1.1.1.
80:00
Speaker 2
Okay, so are you able to access the we bring their face? What are the option?
80:00
Speaker 1
Hey, I want router configuration center. It says admin login. Okay. my router.local So then several choices. One is Linksys support.levelyses.com. Accessing the Linksys Smart Wi-Fi routers user interface using the local access link. And that's okay sorry my router.local okay
81:00
Speaker 2
my router.local. It still doesn't dod. Go back to Safari and use my router.local. Got it. And then
81:00
Speaker 1
a blue page with the white square and the blue dots going around, waiting. Wi-Fi settings. Okay. And so I'm back to where we set up those two bands, the two, four and five. You're saying go to Wi-Fi settings on this page? There's, oh yeah, right. That's a tiny little blue Wi-Fi icon in the corner. Okay. So there's CA.
82:00
Speaker 2
Okay, go to Wi-Fi settings and check the security mode of the 2.4. Click CA first. Yeah. Click CA first and then go to Wi-Fi settings. And what is the security mode of your 2.4?
82:00
Speaker 1
The two point four says WP82 personal. Bye Okay, all kinds of choices here. Number six. Okay, two point four three seven by okay, and you're updating Wi-Fi settings.
83:00
Speaker 2
too personal. Okay, can you please go to channel? Click the drop down arrow. And then select number six. And then click apply.
83:00
Speaker 1
uh it says you're updating Wi-Fi settings and then it's a yes and a no do you want to continue uh applying changes your router is applying changes okay okay [silence] okay [silence]
84:00
Speaker 2
and it's still waiting. go ahead and proceed and then try to connect your thermostat to 2.4. after we change channels. [silence]
84:00
Speaker 1
That screen by the way said the plane changes for hours applying and then there's an okay. So I'll hit okay. And then go up to my fine again. 2.4. Accept password. [silence] could not connect 2.4 don't yeah same as before okay I'm at the Wi-Fi settings stage page okay troubleshooting troubleshoot router settings and all kinds of numbers here report okay [ silence ]
85:00
Speaker 2
go back to the linksys smart Wi-Fi tools, go to troubleshooting, click okay, then go to troubleshooting, troubleshooting and then click reports, and then what is the formWorks version of your linksis router?
86:00
Speaker 1
I'm not sure there are so many numbers in things here. Oh, I it's right there. Yeah. Yeah. Right there at the top. Yeah, it's the top number firmware version is one one seven d two one zero four six nine. Okay. I'm there. [silence]
87:00
Speaker 2
What is the firmware version of your Linksys router? Okay, troubleshooting, status. Click report. Okay, click OK. Go back to wi-fi settings. And then change the channels again. Change that into 11.
87:00
Speaker 1
Change the 6 to the 11 and hit OK. And then, yes. Uh, it's, it says you're updating Wi-Fi settings and then it, uh, then there's a yes or no. Do you want to continue? Yes. and then try this. Your router's applying changes, I'll hit OK. Got the rotating blue little balls there.
88:00
Speaker 2
No, not OK. Click Apply. Apply the changes. yes
88:00
Speaker 1
Okay that uh the blue both went away and we're back to that uh Wi-Fi tools smart Wi-Fi tools okay should I try this thermostat again now be cause it it can be it I've gone back to I'm trying to do the 2.4 again could not connect to network. Uh, yes. So there's a second one in the house.
89:00
Speaker 2
And by the way sir, do you have other thermostat device? Okay, can we check that one if that thermostat will connect to the 2.4 gigahertz?
90:00
Speaker 1
Okay. D-Different brand. Might be a little slower here. This is a oh, echo B-E-C-O-B-E-E. Stand by. Can you please mute the television for me? It's a main menu. Yeah, I'm looking for a model number.
91:00
Speaker 2
Sorry. What is that model? It's a... What is the model? It's... [silence]
91:00
Speaker 1
About maybe model. Um, it calls it a smart thermostat with voice control, but I'm also at a, yeah, it doesn't, yeah, it doesn't give me a model, it just says smart thermostat with voice control. Um, yeah, there is no model number here. but there's also, um, the Wi-Fi. Oh, my gosh. I'm just, I'm not familiar with this software on this one. SSID Wi-Fi radio disabled. Serial number. Uh-huh.
92:00
Speaker 2
What is the model? The model number? So that that is a thermostat voice-controlled.
92:00
Speaker 1
Yeah, I'm not sure this is, is going to be helpful. [silence] Under settings it does have Wi-Fi. It says Wi-Fi disabled, so I'll try that. and then, Wi-Fi radio disabled. I will, click that. I'll hit enable. Good. Okay, so Wi-Fi radio enabled. Network, no network.
93:00
Speaker 2
Ok ok try to connect that one to the 2.4 if it works.
93:00
Speaker 1
selected I'll put select Wi-Fi network next should you have to put this password in again unfortunately it it Cheetos off the beginning of the name of Wi-Fi network and it looks to two of them, one of which probably would have a 24 in front of it. So I'll just try the first one here. It says, con o it did say connected 2.4. Good. So we're working on that. So 65 seconds remaining. success. It is now connected. Press okay to return to your settings. So this one connected fine. So we've learned something there. Yeah. The one, let's see. There you go. [silence]
94:00
Speaker 2
yeah, because if other thermostat devices are connected to the two. and this device is the only, what is the model of this device that won't connect?
95:00
Speaker 1
[silence] Um the model number on this, it's a Dakin. Dakin and under model it just says one plus. Yeah, it just uh uh,-on-e-p-l-u-s. There's nothing, no number. Yes, uh, o-n-e p-l-u-s. Yes.
96:00
Speaker 2
Sorry? What is the model number? The model number? Sorry? Can you please repeat that slowly? It's just one plus.
96:00
Speaker 1
No. Yes. Yes. But actually, you know it says one plus. Gotcha.
97:00
Speaker 2
And there's no model number indicated on that device. Is it a daikin? Dakin one that's a day, can one smart thermostat? Yeah, because if other IOT devices or or thermostat devices can connect with 2.4S. It means this device might have problem. It might reset or there's a setting that needs to be changed in order for it to work. Like for example, like do you simply call the support line for Daikin? It's more convenient if you can reset the device and this is of course not a Daikin. And this time, you are observing and you can reset the router to see if this is still present.
97:00
Speaker 1
[DOWNWEIGHT] Yeah, I guess since the other thermostat connects on two four and this one doesn't even though it's a different manufacturer. It's kind of pointing to a problem here with this thermostat. Okay, all right. Um, this has never connected to the internet, no. And we did the we did a restart. No, we have not been able to get it there. No. Even with the 2-4. And right, since the day one, it's never connected. No.
98:00
Speaker 2
To configure to connect with Wi-Fi. Yeah. And it might, is there a scenario that it suddenly reset or, because it just suddenly stopped working, right? So it once, it doesn't work at all. But then you'll purchase. So maybe there's a settings in this device that needs to be change. So the internet is on, but the internet icon not connected.
98:00
Speaker 1
Yep, yep, yep. Yep, yep, yep, yep, Okay, well I I I'm thinking I should probably follow up by calling the Diken people again because, um, you know, it, it, it, it binds to my hotspot, the other thermostat binds to 2.4 and this one won't. So, um, okay. All right. All right. Um, should we leave that 2.4 the way we did when we tried those different channels? Okay. [silence]
99:00
Speaker 2
Needs to configure to connect with. Yeah. Yes. And you can try to explain to them that you already separated the bandwidth with the links router and you tried to connect IO devices or other thermostat devices and they will able to connect except for this one. Yeah. Of course, you can also use the one for future purposes. Maybe you have security cameras or printer that needs to connect with the 2.4.
99:00
Speaker 1
John. Okay. All right. Well, thank you so much for your help. Okay. I need, I need, just one second to right that down. 1351186 686 case number. Very good. Okay. Well, thank you so much for your time. I appreciate that. All right. Thank you. Sure. Bye-bye. [silence]
100:00
Speaker 2
You're welcome, sir. And thank you so much also for your time and patience. And of course, let me provide your ticket number just in case you call us again, so the next technician can quickly access your information. That's 135 686. 135 686. Yeah, and you may proceed to relocate the child nose sir since it is working now. You're welcome, sir and have a great day. Take care and bye for now. And can you please end this call for me? Thank you.
100:00