V2 Rubric Detail — 483043b4-68f7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:17
Duration
57m 25s
Contact
Abtar Bhangel
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133484
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall88.5% (+22.5)

V2 Grader Summary

The agent fully resolved the mesh connectivity issue by guiding the customer through password recovery, Wi-Fi channel optimization, disabling client steering, and proper power cycling — resulting in all nodes achieving solid blue and restored device connectivity. Technical accuracy and ownership were strong, though call control and empathy had minor gaps. No escalation was needed or performed.

V1 Case Analysis

Customer reported intermittent red LEDs on child nodes and TV connectivity issues on MX4200 mesh. Reset admin password via recovery key, accessed router UI, changed Wi-Fi channels (2.4 GHz → 11, 5 GHz → 48), disabled client steering, power-cycled child nodes, and restored full connectivity. Advised monitoring and using app restart if needed.

Troubleshooting Steps
  • Reset router admin password using the recovery key
  • Accessed router UI via http://myrouter.local and changed Wi-Fi channel settings
  • Disabled client/node steering
  • Power-cycled child nodes individually and re-connected the WAN cable
Key Observations
  • Agent struggled with password-reset errors and required multiple attempts before gaining UI access.
  • Long periods of silence (e.g., [17:00–22:00], [30:00–33:00]) and repeated hold caused significant inefficiency.
  • Customer had difficulty navigating the router UI without internet, but eventually succeeded after agent clarification.
  • Agent correctly identified and resolved the core issue through proper configuration changes per KB.
  • No case number was created or referenced, and warranty status was not discussed.
Positive Highlights
  • Successfully guided the customer to reset the admin password using the recovery key per KB (velop_wifi_connectivity.md Step 4).
  • Provided correct Wi-Fi channel and client-steering configuration per KB (2.4 GHz → 11, 5 GHz → 48, steering disabled) (velop_wifi_connectivity.md Step 5, adjacent_smartphone_wifi.md Issue 4).
  • Advised proper node power-cycling sequence to restore mesh connectivity (velop_wifi_connectivity.md Step 3).
  • Confirmed final node status and signal strength, validating resolution.
Agent Errors / Gaps
  • Did not verify warranty status or create a HappyFox case number despite handling a hardware-related issue.
  • Provided a brief and initially unclear explanation about accessing the router UI without internet, leading to customer confusion.
  • Repeatedly asked the customer to try the admin password without confirming the correct default (ADMIN) earlier in the call.
  • Failed to confirm the customer’s ISP and topology early, delaying issue isolation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed all nodes are solid blue, devices (including TV) are connected, and stated 'everything should be fine now' and 'I think we're good now'.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through password recovery, channel changes (2.4 to 11, 5 GHz to 48), disabling client steering, power cycling modem and nodes, and verifying node status — all logical, KB-aligned steps.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path for a complex mesh issue without prematurely escalating or dismissing; appropriate for in-warranty product with configuration/connectivity symptoms.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified red LEDs, intermittent node drops, poor device roaming; asked for model/serial, verified topology, and diagnosed via web UI — logical progression to root cause.
T2 Met Appropriate tools / resources used conf 92%
Agent correctly used myrouter.local, recovery key, Wi-Fi settings UI, and app to verify node status — appropriate tools for mesh diagnostics and configuration.
T3 Met No misinformation conf 97%
All instructions — changing channels to 11 and 48, disabling client steering, power cycling sequence — are consistent with Linksys KB recommendations for interference and roaming issues.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided clear steps but had multiple long silences (e.g., [21:00], [30:00]), lost flow, and made off-topic remarks like 'just kidding', briefly losing call control.
C2 Met Confirmed understanding conf 90%
Agent used plain terms (e.g., 'parent node', 'solid blue'), repeated instructions, and confirmed understanding when customer struggled with login and UI navigation.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or disengage despite technical hurdles and customer confusion.
O2 Partially Met Proactive follow-through conf 80%
Agent explained proper restart procedure but did not set a follow-up time, callback, or offer further support; next steps were advisory, not scheduled.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be a first-time contact with no handoff.
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 troubleshooting.
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 85%
Agent thanked customer for patience and remained polite, but did not acknowledge frustration or repeated effort early in the call.
X2 Met Tone & rapport conf 92%
Agent adapted pace to customer, repeated steps when needed, and used customer’s language (e.g., 'mother node') to maintain engagement.
X3 Partially Met Overall experience conf 80%
Customer had to manually enter serial numbers, navigate UI, and retry steps due to errors; agent could have minimized effort with better pre-guidance.
Call Transcript92 turns · 98 lines
Speaker 1
Hi there, yes, yes I'm having a problem with my Linksys. I just bought,
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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. 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. Thank you for calling linksys support. My name is Gerald. Uh can I uh hello.
00:00
Speaker 1
Two more child nodes and I've installed them, I know how to install them but there's something going on in terms of connectivity, the mesh system because some of the nodes go down, child nodes go down, some of the TVs aren't connecting. Right now I've got a total of 7 nodes in my house, it's a big house. The main node is a is one of my older nodes. The main node is a model number is the MX 4200. Do you want the serial number? It's 38U10M. Oh, man.
01:00
Speaker 2
What is the Serial Number and Model Number of the mainNode? Yes, what is your serial number and
01:00
Speaker 1
5 BB 3 4 8 7 5 uh let me give you one of the new ones just one second okay one of the newer ones the model is gonna be the same okay i'm gonna give you one of the new ones yeah the model is MX 4200 serial number is 38 U 1 0 M 5 2 G 1 0 8 7 7 [silence]
02:00
Speaker 2
All right. What is the serial number and model number of the new ones? All right.
02:00
Speaker 1
The first thing is after Ab TAR, a V last name Bangle, B H a N G A L. It's a Bangle. So that's belt A B H a N G A L at hotmail.com. Rogers. They're all working, but sometimes one here or there goes down. yeah, sometimes they they go red and then they stay red for about
04:00
Speaker 2
And what is your email address? Who is your internet provider? You say you got a subreddit start they are all working right? Like or does it show a red light?
04:00
Speaker 1
four or five minutes and then they'd turn back. Blue. Yes, I've got that. It's a Windows. Um, I think it's 11. How would I know? Okay. I'm quite sure it's 11. It's a just bot this year. [silence]
05:00
Speaker 2
do you have a laptop we can use? uh... is it uh... Mac or Windows? 11 or 10.
05:00
Speaker 1
[silence]
06:00
Speaker 2
Do you have the linkus app installed in your phone? is your smart phone I phone or Android? Okay. All right, log into the app and let's see where the notes are connected.
06:00
Speaker 1
I'm just going to close the app and reopen it. Okay, all seven nodes are connected. Okay, right now, this is kind of weird. It usually, oh, it just moved. Okay, so the main node has three connections. The main node is connected to the second floor, which is good. It's right above. The main node is also connected to the kitchen and the dinette area. Now, beside each node, it's got the arrow arrow arrow arrow. I don't know why. Oh, now, now it's got the Wi-Fi signals. Are you still there? Yeah, yeah, now I can hear you. Yeah. Alright, Google Chrome, let me just see if I have Chrome, Chrome, no, I don't have Chrome. Can I just go to Google Edge? Yes. Okay. Yes, I have Edge. Okay. I've opened it. Okay, what was that again? further LawDog. Got it. Yeah, enter. Okay. Hey y I got a warning, your connection is not private. Okay, advanced. Okay, just one second. [silence] I'm a, I'm a [silence]
07:00
Speaker 2
Okay. Let's open Google Chrome. I mean, open Google Chrome Edge. yeah. Type my router.local in the search bar. All one word. Yeah. Press enter. Click advanced. And then continue unsiped.
09:00
Speaker 1
[silence] It's not letting me click the advanced key, but I can go down and simply say continue. Yeah, now, now, advance. Okay, I'm in. Continue. Okay. Okay. Access Philip. What is the router of my Wi-Fi passcode? Okay. Let me just try that. Okay. Let me just one second. I'm going to try.
10:00
Speaker 2
skill advance and when got the enter your password wi-fi password or could be a different password just try the password that you think will work on that if doesn't work try admin that's the default password of that A D M I N [silence] in lowercase
10:00
Speaker 1
[silence] It's still saying rotor pass.Let me just try it one more time. [silence] No, it keeps saying sign in with your router pass.Let me just try one more time. [silence] Even the word doesn't didn't work. [silence] Just want to [silence] Eden.Min. [silence] No, what was the other default password? Eden.[silence] No, Eden. [silence] No, garden correct. [silence] Okay, let me try one.
11:00
Speaker 2
All right. Then we need to reset the router, if that's the case. [silence] Let me reset the password. Yeah. [silence] Yes, correct. Correct. [silence]
11:00
Speaker 1
Yeah. No, I need to reset it. So, press reset passcode. Okay. Recovery key of the main node. Okay. Let me just take a look at what the main node's recovery key is. Recovery key. Okay. Two, three, six, five, four. Okay. Choose a pass code that's secure and you'll remember. Okay.
12:00
Speaker 2
Yeah, reset password and then enter the recovery key of the main node.
12:00
Speaker 1
You've encountered an unexpected error, 2298. Okay, reload the page. Okay, reset Password. Okay.
13:00
Speaker 2
reload the page and do it again.
13:00
Speaker 1
It's again error, two, two, nine, eight. Okay. [silence]
14:00
Speaker 2
Turn up the main node and turn it back on. [silence]
14:00
Speaker 1
Okay, it's blinking blue. Okay, it's a solid color. Okay, it's now a solid color, but everything else is blinking red. Yeah.
15:00
Speaker 2
no do not proceed wait till it shows all the blue hmm that's fine they're restarting up go
15:00
Speaker 1
Okay, and let me refresh the page. It's now telling me to wait, and there we go. How come it, like, to get my old router password, it's not, uh, it's not giving me a hint. Is there a way that I can just get a hint I might be able to get it? No, it isn't. It doesn't say it. I see. Okay. Okay. That's like the case. Okay, I'm going to say reset password.
16:00
Speaker 2
Go to the page and try again. There is a hint below the password, you can check that. If you did not create a hint, then you don't have a hint.
16:00
Speaker 1
okay. still saying unexpected error. Yes, same radio
17:00
Speaker 2
Is this thing? Is it here? All right. One second. I'll write back. Give me a minute or two.
17:00
Speaker 1
So there's what, 230s on top of the three things, right? Right. OK. They're somewhere on top of the three things, the other 230s. What did one? I realized that sort of the calculation three 50, I've taken four. [silence] [silence]
21:00
Speaker 2
Thank you so much for patiently waiting on the line. Um, what, what we're gonna do we're gonna disconnect the, the parent node or the main node from the modem and we're gonna try to access that page again without the modem.
22:00
Speaker 1
Okay, so I disconnected the power to it. Okay. Okay, just one sec. I've located what I think is the passcode. I'd written it down. Just gonna try that one more time now with the disconnected. Now it's giving me a different type of error but okay, I'm just gonna do a reset. Reset passcode. You're not connected to the internet. I don't have internet. No, but it's not allowing me.
23:00
Speaker 2
and try again let's see [silence] yeah that's fine we just need to access that for now and we'll connect it back to the modem
23:00
Speaker 1
It's not allowing me to go to the webpage to do the reset. It does not require internet, but it's a website. Okay, let's let's do it again. Tell me exactly what to do. Okay. Let's go. Uh, okay. So I'm going to where router? Okay. And I just did that and the error message, it says, looks like you're not connected to the internet. It's um, I, wait, one second. There is a gateway in the basement. Yes, correct. [silence]
24:00
Speaker 2
No, it does not require internet. [silence]
24:00
Speaker 1
Do I, do I have a Wi-Fi signal? No, because I, I've done bridging. So basically my gateway is exactly, like I, I don't know that much about the internet, but I think I've disconnected the gateway, so it wouldn't send internet signals. Something, I don't know. Something's on, on a bridge mode. Um, I, I don't know which one, other two. I think it's the, uh, gateway is on, on bridge mode. That's what I believe. [silence]
25:00
Speaker 2
Okay. Is your iPad still connected to the Wi-Fi? I'm not talking about the internet. Just the Wi-Fi signal. Oh, wait. Wait, wait, hold on. So, which one is on unmem mode again? The, the brother or the gateway?
25:00
Speaker 1
Or is it the wrong? Okay, just one second. Here, I'm going to use my iPad. And my Wi-Fi. Okay. The link just how do I explain to you? What do you want me to do? There's no There's no link to option here. But you told me that I've disconnected the main uh mother hub.
26:00
Speaker 2
And your iPad that's still connected, I will figure out, that's still connected to the wi fi, right? I'm not talking about internet again. Just make sure it's connected to wi fi. It can connect without internet. That's fine. Go to your iPad settings, go to wifi settings, find the linksys wi-fi name. Connect to that. No, your link is just wi-fi.
26:00
Speaker 1
I yes it still connected it's oh okay unplug the ethernet connection but should I plug that uh main okay so electricity on no ethernet okay that's fine okay okay electricity on no ethernet cable now that's going to blink
27:00
Speaker 2
Did you disconnect it from the power source? Oh, well, that makes sense. I'm talking about the ethernet cable connected to the back of that. Unplug it. Yeah, na. Yes.
27:00
Speaker 1
If you won't blink. One second. Let me just see what the light. The light is blinking. The child nodes are all red. Okay, so who? So... I think I know what you want me to do is you want me to connect to the main gateway, but I think it's bridged, so it's not going to show up in the Wi-Fi. List. Okay, I can connect to the...
28:00
Speaker 2
No, you can connect to the maintenance node or parent node, Wi-Fi. Without internet, that's fine.
28:00
Speaker 1
Okay, that's fine. Um, oh yeah. Uh, personal Wi-Fi connected to icon to join this network. Should I say join? Yeah, I should say join. Um, no, I that that's not a hotspot. I I'm connected to the Linksys uh, Wi-Fi. Correct. Here, let me just uh, now I gotta do the same thing with my computer, the the computer that I was using. So I'm going to settings. I'm going to the Wi-Fi. And I'm gonna try to connect to connected. Okay. It's saying it's connected to icon. That's fine. So now I'm going to [silence]
29:00
Speaker 2
No, don't connect to hotspot, connect to your link is Wi-Fi. stay Stay alright. Can you go?
29:00
Speaker 1
yeah, go ahead. okay? And it's saying, looks like you're not connected to the internet. Oh, now. now now it did it. Now it did it. okay, now it's saying continue. Now, I'm going to try to guess the passcode. Let me just try one time. it's saying, okay, I tried to get the passcode, and it's saying internet connection is down. okay, I couldn't log in. It didn't let me log in. Should I say reset password?
30:00
Speaker 2
[silence] when you go to my router.local. [silence] let's go back to your iPad. let's get the iPad address. hmm [silence] okay [silence] [silence] that's fine. login. login. reset password. [silence]
30:00
Speaker 1
Okay, reset password. Enter the recovery key. So should I enter the recovery key for the parent node? Okay. It's saying AJaks error. We've encountered an unexpected error. I see the word unexpected error, Ajax error. We've encountered an unexpected error. If this issue continues, please visit technical support detail. Yes, into recovery key. I can, I can try to enter recovery key again. uh, create a new passcode. Okay. So, okay.
31:00
Speaker 2
I see that your remote desktop isn't working.
32:00
Speaker 1
Okay, now I think it let me. Yes, okay. Now it let me do it. Okay, now I've got the Linksys Smart Wi-Fi tools. That's correct. Yes. Yeah. I clicked it. Okay. Okay. [silence]
33:00
Speaker 2
Okay, network status yeah, for sure, no internet connection. One second. All right. Now if change the settings this rather before we connect them back to the internet. Um, go to, wait, uh, scroll down all the way to the bare bottom at the bottom lower right corner of this screen, you will see a letter CA. It's really small, but you can find it there. Click that, and then go to the left hand side under router settings. There is option Wi-Fi settings. [silence]
33:00
Speaker 1
yes, yes, got it. okay. uh yeah, it's saying 2.4 gig gigahertz and 5 gigahertz on and they're all on. Uh yes, auto on all three, yeah. Okay, so uh 2.4. Okay, let's take this one step at a time. So wait. So the 2.4, let's talk about the 2. What should I do? I see. I got it. 11. I did it, okay. And then the five, what should I change that to?
34:00
Speaker 2
Select that. and then you will see two point four 5 gigahertz and another 5 gigahertz. What is the channel of the two? 5 1 5 2. And is it auto channel? Change the 5 gigahertz 1 to 48 and change the uh 2.4 to 11 number 11 change the channel to number 11. Just click the drop down arrow and then select 11. [silence]
34:00
Speaker 1
48, okay, I did that. And channel which is auto auto, correct? Okay. And then I have a third one that says five gigahertz as well. So five gigahertz appears twice. Okay. It's the same as the other one. W, uh, yes. Um, wait, just one second. Advanced, yes. Okay. Clicked on that. Uh, the current page was unsaved. Do you want to save the changes before moving? I should say yes.
35:00
Speaker 2
48 for 5 gigahertz one set that to 48 right it's a tribe. And other just make that as a backup leave it auto. And what is the security mode of that? W.P.A. to personal right thank you. Let's go to advanced tab, that's the fourth tab I believe, Wi-Fi settings on the Wi-Fi settings. And do you see
35:00
Speaker 1
correct? Okay, save. And just one second. It's just uh, applying changes. The router is applying changes. The action you perform may cause devices to temporarily lose connection. This will take about a minute. Okay? Uh, I, I think you're onto something because, to be honest with you, it's the 5 GHz that uh, it's screwing things up in the house. things that are connected. Yeah. Whatever's connected to 5 GHz tends to give me uh, a problem. Okay. That's right. So now, uh, okay, should I go to the advanced settings? I think my router's are rebooting.
36:00
Speaker 2
Yes, yeah, I forgot, yeah, save that. The 5 gigahertz. Right, we'll have the piggy heart source a backup so, in case there's a problem. Yeah, advance and then if you see the client.
36:00
Speaker 1
Uh, which one? Client steering? Both off. Okay. I did that. Okay. I did that. Okay. I've done it. Okay, so uh, this the camera okay that's fine okay
37:00
Speaker 2
and no steering turned on. Let's turn it off. your client and no steering. And then click the apply button. Now let's connect that back to the modem. Connect the cable I mean the ethernet cable.
37:00
Speaker 1
Okay, connected that. Red light still blinking. [silence] The parent node is still blinking red. The internet node is at the bottom, I'll just double check that I know that's a common error. Yes, it's not the ethernet, it's the internet, yes.
38:00
Speaker 2
The cable. It's it's plug into the internet port of the current node, correct? [silence]
39:00
Speaker 1
Yeah. yeah, I never disconnected the uh the modem. Yeah. Oh. Now. yeah, now it turned solid blue. Oh, now it started blinking once, twice, okay. So I, now it's blinking blue very slowly, so I think it's gonna come back to life. Yeah. Still blinking a little bit. Okay, be still pulsing a little bit. Oh, now turned a emerald-ish color, greenish. It's solid. Okay. So the parent is solid, the children are still blinking red.
40:00
Speaker 2
modem, correct. All right. the modem, correct? Turn off the modem and turn it back on. -just kidding. Unplug I mean [silence]
40:00
Speaker 1
Okay, go from the close to unplug it and plug it back in. Okay. Okay, here I did this one. Okay, did this one. Just connect that to, unplug it, plug it back in? Yeah.
41:00
Speaker 2
um, turn off the child nodes one at a time, turn them back on one at a time. start with the closest location to the farthest.
41:00
Speaker 1
Sometimes a child node wants to communicate with another child node far away. I sometimes wonder why is it connected to a far away child node when there's a closer one. So it's. Okay. Okay. Now I'm going to go on to my app to see what's being connected. But wait, I didn't get that sentence you just said.
43:00
Speaker 2
maybe the signal, uh, that is better compared to the closest node. um, that that's a reason why we disable the client and node steering.
43:00
Speaker 1
but that's why we turned steering off. So, by turning it off, it's not going to locate the strongest signal, it's going to locate the closest. I see. Okay. Okay. So, yeah, they're slowly coming online. There's a few that are still trying to connect. Oh, I see. Okay. Okay. Okay. And so, yeah, everything is now up.
44:00
Speaker 2
Yeah, turn off. It will pick up the closest, yes. But sometimes it will pick up the farthest one as well, but usually the closest. But even if they're connected to the farthest node, as long as the signal is minus 40, 50, 60, 65 to 70, that's good. Beyond that, that's not really good. It's weak signal. [silence]
44:00
Speaker 1
Everything is connected, but according to the connection, all the nodes are directly connected to the main node. I'm just going to reset it. I'm resetting the, uh, see the screen one more time. Freshened, refresh this. Okay, so we're looking at seven nodes, seven nodes are appearing in a line that everyone's directly connected to the mother node, which kind of makes sense. The mother node is is at a very strategic points. It's in the middle of everything. Uh, of the mother node or like, uh, I don't know how to, wait. What do I?
45:00
Speaker 2
I see. So what's the DBM or the signal strength? The child node? [silence]
45:00
Speaker 1
the child mode, like how many bars? how many bars do I get? right. okay. let's see. network administration, nodes, nodes, yeah. okay, I got it. And so let me just tell you individually. okay, this doesn't habit, let's see. oh, okay, one of them is -65. Is that good? okay. -65, let me just see some of the other. -58. -58. -58.
46:00
Speaker 2
Just, you just press it. Yes, it will also show you the signal strength. How about we go on the app, go to the network administration option and select the nodes. Then nodes. Yeah, it's good.
46:00
Speaker 1
how, uh, one of my node isn't showing me a signal strength. Does that mean it's not connected yet? Yes. Okay. Yeah, I'd, I, I unplugged that, uh, lead on. So, what were you saying? What numbers? Oh, one of them is, uh, -43. Is that okay? That's, that's an excellent signal. What number would be a bad signal? Oh, I see. Okay, that basement one is still, uh, dash, dash. not uh,
47:00
Speaker 2
is it like a dot dot with a bracket? That's probably the farthest one and it's just delayed. That is really a good signal excellent signal 70 above 70 to 80. Check if all the notes are solid blue
47:00
Speaker 1
okay. Yes, just that basement one, that I think is maybe not solid blue. solid blue. Okay. OK. OK. That's fine. that's okay. Close the half. Lake. Yeah, okay, the basement one now is showing get minus 61.
48:00
Speaker 2
all right. close the app and reopen the app and let's see.
48:00
Speaker 1
Okay, they're all good and they're all in line. Okay. So, uh, everything should be fine now. Okay. Devices, um, yeah, they're, uh, uh, it's the Samsung TV. Uh, just one second, Samsung. You see, the Samsung TV, even though it has a node right beside it, it wants to connect to the node number one for some reason, and the five gigahertz node one. I, that's why it's got a weak signal. How do I change that? How do I tell it, like, because there's a node, literally, we put that right beside the TV.
49:00
Speaker 2
Alright, so they are all in good position. Everything should be fine, but let's check your devices if they're connected. Check devices that that was that wasn't connected before. Let's see if they're connected now. [silence] Oh.
49:00
Speaker 1
Oh, Oh, I see, Ok that could be. I see, Ok, Ok. Reconnect the TV hard, and play. No, it's got hardwired. So should I just say or you can turn the TV off. Yeah, TV all the plugs off. No, at the back. Yeah.
50:00
Speaker 2
Uh that might be one of the issues they did not pick up because it's really close, too close. We we can try to since there's no no settings to force the child nodes to connect to where they want them to connect to. What we're going to do turn off the Wi-Fi settings on that television. coming Google it up. toggle it back on or just disconnect from the Wi-Fi and reconnect to Wi-Fi. Uh is it hardwired? Oh, okay. Yeah, just turn it up turn it back on maybe that will work. Yeah. plug it back in.
50:00
Speaker 1
Okay. Okay. I just did that. Now I can turn the TV back on her. Yep. Okay. I'm just gonna see what's going on with that. Okay, it's, it's now connected to the other kitchen one which is the closest to it so it's got a good signal. Wait, once one sec, okay, I need to do one sec. I'm just going to disconnect that TV, make sure I'm looking at that TV. Okay, just one sec. . So I just turned the TV and like totally unplugged it but it's still showing on my linksys list. How many Samsons do we have? We own two of them. None of the TVs downstairs are Samson? Okay. Yeah, totally unplugged and oh okay, now it disappeared. Okay. Actually that's a Samsung TV. Uh. Okay, now, if it's totally unplugged, could it still show up on my device list with no internet? Like it's showing zero bars? I don't know. Look it up. That's all right. [silence] Okay.
51:00
Speaker 2
That television is turned off right now.
53:00
Speaker 1
Yes. I see. It's remembering what was connected. So that's called, Oh no, wait, wait. This TV, Samsung now has one dot. Does that mean that this TV is a, another TV that I'm dealing with? just one, one more sec. Samsung. I had a Samsung five. That's the one that disappeared. Okay. Samsung 5 disappeared, but that had a good connection. Okay. I think, uh, I think we're good now. Uh, no, for now. No, for now, that is all good. Um, yes. One more thing. Uh, if that TV gives us a hard time.
54:00
Speaker 2
Correct. Offline devices. It's connected, but no internet. I mean, it's not really connected. It just remembered that it was connected. Okay. Do you have other questions? Anything else we can help you with? No for now. [silence]
54:00
Speaker 1
Is it good to add an Ethernet cable directly to the the box that's beside it? Okay. Okay. That's fine. I'll try that route. Okay, uh good. For now that's all the questions I've got. Okay. I see, I see one last, one last question, one last question now that I'm thinking of it. Because we often have to reset the system because when like say one node goes down and giving us a hard time and then we do a, uh a restart, should I be unplugging all the child nodes and plugging them in one by one like you did today? Or is it okay that I leave everything plugged in and just do a restart?
55:00
Speaker 2
Yes, you can make use of that. It's actually advisable to hardwire to that to have less interference, that it will have a direct connection. Alright, thank you so much for your communication, your patience for this one and I hope you have a good day, you take care. Okay-shure, Whenever there's a power. [silence]
55:00
Speaker 1
Okay, so that's the best way to do this. I see. Oh, do you, okay, but the app provides you with an option to restart, I think it's called restart or reboot option. That's not a good thing to do. Yeah. Is that, is that okay sometimes to do a restart network? Okay. Okay. Okay, so if I do do a restart, restart, I should unplug all the children children node, restart the network and then plug in the children.
56:00
Speaker 2
outage or internet then just turn it turn them off all of them then turn them back on one at a time so that they can be connected properly to the internet source it will have a better signal after that but do not reset it don't don't reset it yeah it's it's restart under network administration restart yeah but but it will restart all the nodes and it will boot up at the same time so they can have like a problem with that but yeah it's good
56:00
Speaker 1
Hi see you okay that makes sense. Okay perfect I'll see how things go. Thank you very much Thank you. Bye.
57:00
Speaker 2
That is great, so that they can have like a one minute gap, 30 seconds gap, so the first one will boot up, then it will connect to the closest because it it has internet connection. All right, once you'll come you take care. Thank you again. Bye bye. [silence]
57:00