V2 Rubric Detail — 48d01e38-65ec-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-11 23:21
Duration
89m 54s
Contact
Kelly Ireland
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133178
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_ Intermittent internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication0.00/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall34.8% (-1.2)

V2 Grader Summary

The agent failed to resolve the intermittent connectivity issue, skipped mandatory diagnostic steps like modem isolation testing, and did not escalate a recurring hardware-level problem. While ownership was maintained and technical instructions were accurate, communication was poor, customer effort was high, and no meaningful progress toward resolution was achieved, resulting in an Unresolved outcome.

V1 Case Analysis

Customer (Kelly Ireland, 8325844984, k.j.ireland@charter.net) reports intermittent internet loss on MX6200 (SN: 58W10M2DB000). Router LED cycles blue-white-red-white; nodes stay white but no connectivity. Agent guided password reset, checked RSSI (-75 dBm), and instructed log submission. No resolution; advised to call back during outage.

Troubleshooting Steps
  • Verified model and serial number.
  • Guided login to local admin page (192.168.1.1).
  • Walked through router password reset using recovery key (KB-compliant).
  • Checked node signal strength (RSSI -75 dBm).
  • Instructed to send router diagnostics logs via Linksys app.
Key Observations
  • Agent provided correct local router access URL (http://192.168.1.1) and recovery-key password reset procedure (KB-compliant).
  • Agent correctly identified RSSI threshold (-70 dBm) for good backhaul (KB-compliant).
  • Agent failed to validate WAN connectivity directly (e.g., testing with a laptop wired to modem), despite customer confirming stable direct connection.
  • Call contained 15+ seconds of unexplained silence and repeated requests for the same information (serial number, device type).
  • Agent asked nonsensical question ('What happens when you see the rude bear?') at [16:00], suggesting hallucination or transcription error with operational impact.
  • No empathy or acknowledgment of customer's mobility limitation (wheelchair use).
Positive Highlights
  • Provided correct local router access URL (http://192.168.1.1) (KB-compliant).
  • Guided customer through recovery-key password reset process (KB-compliant).
  • Checked node signal strength and explained RSSI threshold for good backhaul (-70 dBm) (KB-compliant).
  • Correctly identified need for router logs during outage to diagnose intermittent issues (KB-compliant).
  • Collected customer contact information (name, phone, email) for follow-up.
Agent Errors / Gaps
  • Failed to validate WAN connectivity directly, despite customer confirming stable connection when wired to modem.
  • Repeatedly asked for the same serial number and device type, causing unnecessary hold time and confusion.
  • Asked nonsensical question ('What happens when you see the rude bear?') at [16:00], indicating hallucination or transcription error with operational impact.
  • Did not confirm whether customer successfully accessed admin page or completed password reset before proceeding.
  • Allowed long silences (15+ seconds) and customer drift into irrelevant topics (e.g., yucca plants).
  • Did not set concrete next-step timeline; only asked customer to call back when problem recurs.
  • No self-help resources (e.g., KB articles) provided beyond log submission.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the intermittent internet issue; only asked customer to send logs and call back when issue recurs, leaving the problem unresolved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer through password reset, checked RSSI, and suggested node relocation, but skipped critical steps like direct modem speed test and WAN status verification per velop_wifi_connectivity.md Step 2.
R3 Partially Met Correct resolution path conf 90%
Agent attempted troubleshooting but failed to follow the required isolation path (modem test, power cycle, firmware check), resulting in an incomplete resolution path despite the device being in warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (flashing lights, intermittent disconnects) but did not ask targeted questions about ISP changes or systematically isolate the source; root cause not determined.
T2 Not Met Appropriate tools / resources used conf 95%
Agent skipped required tool use: never instructed customer to test internet directly at modem with Ethernet cable (per velop_wifi_connectivity.md Step 2), a critical diagnostic step clearly required for this scenario.
T3 Met No misinformation conf 96%
Agent correctly explained password recovery, RSSI thresholds, and log submission process; no materially incorrect technical information was provided.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, had long silences, abrupt transitions (e.g., 'What happens when you see the rude bear?'), and no summary of findings or next steps.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms like 'RSSI' without explanation and failed to confirm understanding; customer expressed confusion multiple times but agent did not adjust language.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remained on the call, did not transfer, and continued troubleshooting efforts throughout the interaction.
O2 Partially Met Proactive follow-through conf 87%
Agent told customer to send logs and call back when issue occurs, but did not provide a timeline or specific instructions for when/why to escalate further.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact for the issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Issue involved recurring hardware-level instability (flashing lights, intermittent WAN loss) after configuration changes — a valid escalation trigger per universal_escalation_guide.md, but agent did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent offered general apologies ('thank you for patiently cooperating') but did not specifically acknowledge customer's repeated effort or frustration over ongoing instability.
X2 Not Met Tone & rapport conf 94%
Agent maintained a technical, one-sided tone despite customer's visible confusion and physical limitations; failed to adapt pace or simplify explanations.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number multiple times, take pictures, and navigate app steps that could have been streamlined; agent created unnecessary effort.
Call Transcript134 turns · 150 lines
Speaker 1
Well, I don't know much. Well, yes, I'm trying to get my device's serial.
00:00
Speaker 2
Welcome to links 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. 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 link, this is Carol. How may I help you?
00:00
Speaker 1
what is happening is, uh, I've got a cable modem. And when I try and link up my mesh system, um, it uh, misbehaves. It gives a flashing blue and then it turns white and then it turns red again, for a long time. And then eventually white comes back, but it's been uh, really spotty. Okay. So do you need uh serial number? Uh, let me see, I'm going, put on my camera so I can see.
01:00
Speaker 2
Okay. Uh-huh. Uh-huh. Okay. Okay? So basically, your main concern is you don't have any internet connection using the Lenovo device.
01:00
Speaker 1
I'm sorry. Yes, it's uh, on and off, it'll be fine. Uh, and then all of a sudden the speed just drops to nothing. So what I did was I disconnected the Ethernet cable coming into the linksys system and put it to my PC. And the connection is stable and strong, but uh the linksys was not working. Now, I had one node that kind of uh, it was not working period. It was a child node. And uh, it would come on or it would flash blue, and uh and then it would briefly come on white, and then it was red, and it never came back on. So I guess you know what I needed to do was I need to press the little reset button. I have a knife here with me. Uh, that little is that little notch? Is that what the button is? I can't really see it, but I had a button, I had a little bit of electrical tape.
02:00
Speaker 2
Your main problem is you don't have internet connection using your Linksys. Mmhm.
02:00
Speaker 1
I came back on why I couldn't uh the system could not see it. Now what what's what I did for that was I completely reset that node and then I removed it from the network and then I added it back in and that seemed to work fine. One moment. Okay. Let me uh let me. Yes, uh let me see. It is uh password model number MX 6200 and I'm getting in there. Let me zoom in a little bit.
03:00
Speaker 2
Okay. Okay. Can you may ask the model number and serial number of the parent notebook? Mm-hmm. You can check that at the bottom or the device or underneath. Okay. How about the serial number?
03:00
Speaker 1
Okay, the serial number is, come on, focus, um, fifty, okay, let me zoom in a little more, 58, okay, uh, 58 W. 1. 0. M. 2. B. D. 0. 0. 0. 2. 9. Yes, yes, [silence]
04:00
Speaker 2
can take a picture on it on it and it's. okay okay let me check if i got it correctly sir that's 5 8 and then W for William 1 0 M for Mary number 2 B for Brian D for David 0 0 2 9 okay okay and how many notes do you have sir?
04:00
Speaker 1
Yes. No, also I had, uh, it said "choose a network", and I had two networks with the identical name. And, uh, so, it's, I deleted one.
05:00
Speaker 2
again the serial number so it's 58 W for William 10 M for Mary number two and then B for Brian D for David 0029. So we're going to check that out there but you're the serial number does it like um how many zeros because it's just only 13 numbers. Can you um double check or can you repeat the serial number [silence]
05:00
Speaker 1
Yes, uh, let me hang on one moment, let me turn it right side up, so please do this, okay, let me zoom in a little bit here, what the hell, okay, okay, uh, that would be better than just doing live, I'll hang, let me do this and take a picture, perfect, okay, uh, fuh, I quit rotating on me, okay, it's 58W10M2DB 000. [silence]
06:00
Speaker 2
You may try to take a picture of it, sir. Then this is the time they're going to zoom in. [silence]
06:00
Speaker 1
29. So I guess I it's three zeros. Yes. Um I'm not quite sure. Um yeah it's about two years I think. Yeah, somewhere around there. I think so. 2024. How long is the warranty on these? Okay.
07:00
Speaker 2
Okay, so that'll be three zeros, okay. How long you had this router, sir? [silence] Is it like, one year, two years, or? [silence] So you got this in um, router like around May or June of 2025, or 2024. Around 2024. Around. [silence] So that I'll just put in here, um, three years, sir.
07:00
Speaker 1
Let me see. I could look on Amazon and see when I got it but, it is a spectrum internet uhhhhhh. Yes, it's 8325844984. It's Kelly, K-E-L-L-Y and Ireland, I-R-E-L-A-N-D. It's K J. Ireland I-R-E-L-A-N-D at charter dotnet. [silence]
08:00
Speaker 2
And what's your internet service providers? Can I have also your phone number? How about your first name and last name? How about your email address? Okay, thank you for this information.
08:00
Speaker 1
Yes. Let me see, let me flip it over, but I'm pretty sure it's white. See, so, uh, it's, it's always white, even when I'm having problems. I mean, it'll, it'll say no internet access on the devices that it's that's attached to the network. But the white, the light appears white. And also, whenever it connects, you know, like I said, it flashes blue, and then it turns white, and every
09:00
Speaker 2
MX 6, 200. And you've got three nodes, okay? And right now you have a problem with the internet connectivity using the router, right? And as of now, sir, what is the color of the light indicator on the parent node, the node that's connected to the internet source?
09:00
Speaker 1
everything's good but then about oh two seconds later it turns red and it will stay red for minutes and then eventually it turns back white again. uh yes I have um a laptop a desktop actually two laptops a desktop um a smart oven a uh
10:00
Speaker 2
Beats That We live it. Our weisenin, to a server You mentioned you have a laptop right a laptop or is it a desktop
10:00
Speaker 1
A, a rain irrigation system, a sprinkler controller. Um, what else? Uh, phones, two phones. It's wireless. It comes off a parent node. I've pulled, uh, I've connected the uh, internet out off of that node into a splitter and uh, one connection goes to a laptop and the other one goes to the desktop. Yes. I go to the parent node. Yes.
11:00
Speaker 2
okay. Uh wired computer or is it wireless? Okay. Let me verify it. Um from the cable modem, from the spectrum modem connects to the Ling, okay, to the parent node and then well, sorry it's
11:00
Speaker 1
Yes, there is. [silence] There is some, uh [silence] there's cameras right now it's unplugged. [silence] but I do have our cameras which are attached to a recorder. [silence] Uh yes, it's wired through the parent node. [silence] Um I've got a laptop here that can go online to the modem. [silence] Uh it's a Windows.
12:00
Speaker 2
There is another device connected to that? uh, that... Uh-huh. Uh-huh, so that DVR is wired to the router, correct? Uh-huh. So which computer can go online straight to the modem, sir? Uh-huh. Okay, um is that a Windows computer or is it Mac? Okay, Windows 11, I believe. Correct? [silence] Yeah, what kind of Yucca plants do you have. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 1
It's an iPhone, but you know it's still receiving uh wi-fi. Even though the router cannot see anything, or I'm sorry, the current node cannot see anything, I still have connection to the internet. Um, uh yeah, the current node is white. Let me go check the other two real quick. Uh, share with me.
14:00
Speaker 2
Your phone so is it an iPhone or is it an Android phone? Okay so the other two nodes serve they're all right now they're also white because the parent node right now is white, right? Okay.
14:00
Speaker 1
Okay, there I go. Sorry, I'm in a wheelchair. Yes, the one node is white. And, ah, let me check the other one, but chances are it's white as well. Okay, let me see. yes it is white so all three lights are white um ah daily so it's not you know uh when it's disconnected the light is still white and i've ran a speed test and it's it's not even uh it doesn't even register the speed of the internet and my connection okay I'm back in here to the parent node so what would you like for me to do now? [silence]
15:00
Speaker 2
What happens when you see the rude bear?
16:00
Speaker 1
Right. . Yes. Yes. Yes. Let me uh, it's not on right now, but let me turn it on. Should be. Um I think so. Yes. And um straight to the I hooked it up to the cable modem. uh for my uh, for my ISP. And uh, that's when I saw that everything.
17:00
Speaker 2
okay, I just want them sure. Okay. On your computer, sir? Uh, laptop, let's just use your laptop. Okay, this laptop again, um, it's connected wirelessly, right? Okay. Okay. This computer is the one can go on line straight to your modem, right? Mhm.
17:00
Speaker 1
It was working fine. No, actually, my wife connected to it because she works from home and she has the most sensitive connection, because she works, it's, uh, I think they call it a liquid crystal display or something like that to where she's logged into a computer and it's been the one that's been most difficult to keep up. Okay, so I've got my laptop on and uh, it looks like I've got Wi-Fi. Let me bring up a website just to be sure. Uh, uh, yep. I'm connected to Wi-Fi. [silence] Yeah, so I've got Google Let me see. Yeah, I've got Google Chrome open right now. Oops. Hang on. It just uh, I don't know what I did, but I just changed. It said I can't uh, I went to something that I didn't need to go to. Okay. I'm back on Chrome. Okay, so on the right, it's got three white dots, right?
18:00
Speaker 2
open Google Chrome. View the upper right-hand side corner. You can see the three dots. Our, view the three dots. Which and then kindly click on it and then set, click on new incognito window. Yes, yes, new incognito window Yes, incognito window.
19:00
Speaker 1
It says you've gone incognito. Yes. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Linksys Wi-Fi and it says sign in.
20:00
Speaker 2
Okay, good. Can you then, um, on the address bar, please type this number: 192, dot, 168 dot, 1 dot1. Yes. And hit, it's okay. Can you click on advanced? And then you click on proceed or continue. All right. And what page do you have in there after proceed?
20:00
Speaker 1
access writer okay. Yeah, I don't think I did. Let me see. Okay. par router password Mac address. Oh, there it is. Oops. I cut it off. Hang on just a second. I'm going to take another picture. Yes. Okay. Okay. You still there? Okay. One moment. Let me take a picture and type in that password. Okay. Come on. Oh no.
21:00
Speaker 2
okay, on the access router, please type your um router password, um, you can check if you did not change the router password sir, you can use the password that's underneath or at the bottom of the parent node. But what about just the password? Okay. Yes. [silence]
21:00
Speaker 1
All right. Huh. Okay. Whisting on Okay. All right. You want me to type in the password? Where it says? Okay. A. Okay. Oh, come on. Oh. Okay. It had a uh just had a itter phase Up.
22:00
Speaker 2
fessional machines. And yes, please. Did you like change a password when you set this up before, sir?Lorem.
23:00
Speaker 1
the system or for the router or for whole system. In other words, um I named the I named the network and I assigned a password to that. Is that what you're saying? a router password. Oh, but you said it was underneath and you took a picture of it. Okay, well, let me uh try it again. Okay. Okay. Let me see. about me. Oh, I think I typed it in wrong. Let's see. Let's see. Okay. Crap. Um, for it's giving me, I've got to wait, 20 seconds. It says, show. Okay. Okay. You, you're hiding your recovered password. Okay, enter recovery key.
24:00
Speaker 2
Okay. But in any case, if it's in that weird stranger, we are going to do a reset. Okay. So to reset the password, we need the recovery key. Same thing, the recovery key is at the bottom of the router. So you have already taken a picture of it, right? Together with the password. Yes. You click on Reset Password. Yes. Type the recovery key. [silence] And then select what problem are you having. [silence]
25:00
Speaker 1
OK, What's behind this thing? OK, Let me submit. waiting, create a new admin password and hint. OK. All right, So, create a new one.
26:00
Speaker 2
Okay. Yes, you can create a new password. This is for the router password. This is different from the, um, from the Wi-Fi password. Yep, yes. It should be like a minimum of 10 characters, one special character, and then the letter at least one capital letter.
26:00
Speaker 1
Let's show it. And it's got to have a number, one number, okay. Okay, let me do a screenshot of this, just to be sure. Oh, you can't have the same character twice, okay, in a row. All right. Now I got it. Let me, I take this.
27:00
Speaker 2
Okay. Yes, and then click Next. [silence]
28:00
Speaker 1
Sorry, I'm so slow. Okay. Ready to reset? Reset. [silence] Okay, it's loading up the tools.
29:00
Speaker 2
It's okay, sir. Take your time. Do you have the option, okay, or next? Mm-hmm. Click on that. Okay. Yeah, I know the link says smart Wi-Fi tools, right? Can you click on troubleshooting on the left side of the page? Yes. When you click on troubleshooting right below it, it says... [silence]
29:00
Speaker 1
Yes. Yeah. Yes. Okay. It is 1.0.14.216738. it is uh 0.5 2.106.216.6 6.52.106.216 I
30:00
Speaker 2
Scroll on a thing, so what is your internet. address? You can see that internet connection IPV4. What was the first number? Okay.
31:00
Speaker 1
Yes. It just sits there. You know, it's a blank screen. When I hit speed test. Uh, it is. Um, I'm doing it, I'm pulling it up in uh Google and going to the uh, website uh phone. I pull it up on the phone. Says My internet says, uh, I don't have the app on the phone, but it gives me an option on the app to Yeah. But it keeps loading, like it's loading. It keeps loading. It doesn't do anything as much as that too, it doesn't it doesn't tell me what my connection is. Just keeps loading. Yeah, I'm gonna try to run a trace route and I'm going to find a Now, like a good one to run a trace to like however many so come back so I uh, here's my recent ones here This is interesting. I mean, my IP's.
32:00
Speaker 2
When you, um, against your, when the internet connection drops, the router, the light, um, it's still white, but you cannot access any website, even speedtest, right? Is that on the app, or is it on your laptop? Uh-huh. Okay, on your, uh, on your computer, when you access speedtest. Uh-huh. Okay, on the phone. Uh-huh.
32:00
Speaker 1
the connection to the um well i haven't tried it lately but yeah when i uh when i check it just on the wireless connection i get about 500 um megabytes per second and that on the on the [silence] wire connection it gets like a whole lot faster
33:00
Speaker 2
Okay. But that is only on your phone, right? Did you check that? Did you try it on your computer? Uh-huh. Uh-huh. Yes. Right now?
33:00
Speaker 1
Chumpuh. Uh, well, I can try it right now. Do you want me to? Um, yes. Oh, my laptop. Okay. See new tab. Building to. it's. It's 525. 79 mega bytes per second download. And the upload is 479 mega bytes per second. I'm using Okla. Yeah, it is. Yes, correct.
34:00
Speaker 2
Uh-huh. And you're using Speedtest.net? Yeah, but the website is Speedtest.net, right? This is on your, again, this is on the laptop and it's connected wirelessly, right? [silence]
35:00
Speaker 1
And that's on the parent node. The child nodes, the slowest one is about half that speed. Yes. Uh, probably 30 feet or so. Uh, one is, uh, yeah, maybe 30 feet away, and the other one is on the other side of a wall, and it's, uh, it's pretty fast. It's, uh, it's pretty close to the parent node speed.
36:00
Speaker 2
like um. um. It's like um, Mm-hmm. Mm-hmm. When you are connected to a child node, how far do the children nodes serve from the router?
36:00
Speaker 1
Well, it's not really slow. It's uh maybe 270 megabytes per second. Is that slow? It is slower because of um the distance. It's probably 270 megabytes per second.
37:00
Speaker 2
also on the one if you're connected to one of the child nodes one has a good connection it's fast but the ones the other second node that's uh that's the one that you're having problem right like it has a very slow connection
37:00
Speaker 1
Yes. Okay. Yes. Uh, okay. This diagnostic information has been sent.
38:00
Speaker 2
under troubleshooting, can you go to the encoder diagnostics? Can you click on diagnostics? And then under Diagnostics, can you click on "share router info with Linksys"? Just click on that, and then "Send my Info." [silence] Okay. I'm missing how done let me try Sir, can we close this diagnostics? Can you click
38:00
Speaker 1
right okay yes yes it's Josephine office
41:00
Speaker 2
Okay, just hold on. All right. And then can you look at the device list? When you look at device list, right now, you can see the, your two nodes, the two child nodes, right? Kindly, um, one of the nodes right now, um, the one that's, um, which one has is the farthest notes? The, um, okay. Can you click on the eye icon on that box? Okay.
41:00
Speaker 1
Uh, the signal state strength is minus 75 DBM. Yes. [silence]
42:00
Speaker 2
And then do you have the information about RSSI or how about the signal strength? The Josephine now on those are it's kinda far from there. It's connecting to the parent node and we recommended that that should be let me just check it out. It should be like less than 70 so that it will have a good signal strength.
42:00
Speaker 1
The other child node, it's further, it's further, the other child node is further away than the parent node. So, should I move it in between the
43:00
Speaker 2
wherever it's where it's connected because right now it's around 75. That could be a fear. Might be um, like probably it's not receiving a good signal from the um, the uh, Joseph and um, office note. Sure. How far that note from the other note? Um, yes. So, um, Let me just verify this. Um, the um, the parent node. How far from the Joseph and office? [silence]
43:00
Speaker 1
Um, I'm just saying, uh, 30 feet, maybe. Um, say, uh, 40 feet, maybe. Yes. [silence] Hmm. Let me go see if I can move it a little bit. okay. Uh, Justine, could you move the node closer to the door of the tennis office? yeah, just pull the cord and see if you can. I don't think it has to be moved much to get it to 70. you could put it on top of the file cabinet or just move it closer. It it's it's still says 75.Uh yes.OK. I'm You want to unplug the power from child [silence] in the office? Yes.OK.
44:00
Speaker 2
um let's wait sir um and uh did you unplug the um the node right Okay let's uh wait for a minute or two to to fully stabilize the node since it was turned off um um uh-huh that node you didn't turn it off you just like move it right Okay um kindly refresh the page um um there's a refresh button on the upper right uh-huh
46:00
Speaker 1
Okay. Go Closer. Uh-huh. Okay. So, let me see, sign out. Works. To refresh. Um, oh, here it is. Okay. I'm going to reload the page. Three dot. Okay, so, Let's see what happens when we open and keep that in frame.
47:00
Speaker 2
If it changed the RSSI? There is on the upper right of that device list, you can see there the like add device, and then like a broom, and then the arrow, a circular arrow, just click on that there. That's refresh.
47:00
Speaker 1
okay I see app center help uh router sign out uh I'm in incognito mode uh if I close yes you want me you want me to cancel the Josephine office okay yeah I got it okay and you want me to do the office again
48:00
Speaker 2
No, no, no, no, sir. On the links of Linksys Smart Wi-Fi right now, you still have the device list, right? Okay. Oh, yeah, just click on cancel on that. And then there's a circular arrow on the upper. Oh, okay, just click on that. Yes.
48:00
Speaker 1
and it's still at minus 75. It's uh 1.0.1 4.2 1 6 7 3 8. Yes. [silence]
49:00
Speaker 2
Yes. [silence]apple L-75. what is the firmware version of that router right now, sir? [silence]Okay. [silence]it's still the same it's still under 75, right? Uh,
49:00
Speaker 1
So, I need to get that to minus 70 or less. Okay. What if I put another node in between the parent and the child node in the office? Uh, not right now.
50:00
Speaker 2
um yeah sir so that it will have a like be receiving a good signal okay nothing but right now all there still just say the office computer a noise and it's inside the room right like there's not other way that you could like move it a little bit closer the the arm like on the door something like that [silence]
50:00
Speaker 1
It would be very difficult to move at this time. Yes, it's it's wired to a switch and one switch goes to her laptop and the other the other side of the switch goes to a desktop computer. Um it's Well, all uh as far as my phone. [silence]
51:00
Speaker 2
uh-huh. Oh, okay. Okay. Are there any, uh, devices wired to that node? Oh, okay. uh-huh. uh-huh. Okay. But those desktop and laptop has issues with the internet sometimes, or is the connection is just fair as well? Your computer, this phone, so is it an iPhone? Right? [silence] Uh-huh. Okay. Your computer, this phone, so is it an iPhone? Right?
51:00
Speaker 1
Okay. Do you want me to cancel out of the office right now? Okay
53:00
Speaker 2
yeah. Hold on. Okay, just hold on. Okay, so I can just place you on hold for three to five minutes. I'm just going to verify this. Again, you've encountered
53:00
Speaker 1
uh yes random during the middle of the day past say 12:00:00 p.m. uh p.m. to 2:00:00 p.m. is generally when it happens. say that again please. I don't understand yes yes.
54:00
Speaker 2
the disconnection, there is no specific time, just random, every day. Right? Okay. and then when you also connected your computer saw, uh, how long did you observe the connection from the modem, sir? Um, when you, um, when you connected your computer straight to the modem, and you mentioned that it use, how long did you observe it?
54:00
Speaker 1
connected my wife's laptop directly to the modem, and I think she worked on it for about two hours, not no I, I guess I It yes, I tried it and uh, the whenever I connected to straight to the cable modem and uh I had to reset everything.
55:00
Speaker 2
and notice connection. Um, what time of the day that you observe it from the modem? So, have you tried it, um like, did you try to observe it during the time that the router will drop its connection? Like you mentioned that sometimes it should be mostly, mostly during around 2:00 p.m. to, to, uh, 12:00 p.m. to 2:00 p.m.. Have you tried also that at around that time when it's connected to the modem?
55:00
Speaker 1
at the modem, cable modem, and then, uh, I had a good signal on the laptop. Yes. And you reset it. Yeah. No. Turning it off. Yes. This takes so long, the states, hours.
56:00
Speaker 2
also you mean that you need to like turn off the modem before it connects to the internet what do you mean like push in the reset button or just simply turning it off? Okay, so I'll be um putting you on hold for three to five minutes. Let me just double check this. Okay. Thank you. [silence]
56:00
Speaker 1
So I could. Put it close to the door. I would need really long cable, ethernet cable. I think I could power it and then I run the cable all the way over to the splitter. Hmm. So, home Wi-Fi system away and start over. udge uh about uh four weeks ago um i yeah i upgraded yes i upgraded my uh service well no i take that back we had a bad cable modem and [silence]
57:00
Speaker 2
Hello, sir. Thank you for patiently waiting. I'm so sorry for that hold. By the way, sir, just to verify, when did you encounter this problem? Four weeks ago. That's the start, right? That's the start. [silence] [silence]
64:00
Speaker 1
That was replaced and I also upgraded my internet to a gigabyte and then I started having a lot of problems. So, I actually moved back to a 400 megabyte connection and I'm on that, but I'm getting a little bit more. You know, I'm getting around 500. Yeah. Yes. Because I
65:00
Speaker 2
Uh-huh. Uh-huh. Let's verify. The modem was replaced, and then you also upgraded your speed into a gigabit speed, but you lowered it down again to to around 400, right? Because your speed subscription right now is around- it's 400, correct?
65:00
Speaker 1
Yes. But I'm actually getting a bit more, because when I ran the speed test on the parent node, I got 500. Uh, no, it was prior to that. It was when I upgraded to a gigabyte, that's when I encountered the problem. And so I thought that by downgrading again, to where I had a very stable connection in the past that it would go back to that, but I'm still having the same problems. [silence]
66:00
Speaker 2
Mm-hmm. Uh-huh. Mm-hmm. Mm-hmm. Okay. And after downgrading it again back to 400, that's the time when you encounter the disconnection, right? Uh prior to that. Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Mm-hmm. Uh-huh. Uh-huh. Okay. Okay, so before upgrading it to 1 gigabit connection, there were no issues, right?
66:00
Speaker 1
Uh, no, not really. Uh, yes. Yes. Yes. Yes. Yes. Yes. No, no, that's when I reset it. Um, when I, well, yeah, I just turned the power off to the cable modem and I turned the power off to the router and then I turned the power back on to the, uh, cable modem and then I plug in the router and it goes, it, it flashes blue, turns white and then turn red for maybe
67:00
Speaker 2
when you when you lost internet connection again it is the mode the parent node will not its con communication to the modem like the light turns red and then turns back to white yes yes then red
68:00
Speaker 1
Okay, yes. Yes. Yes. Yeah, that's what I do every single time. [silence]
69:00
Speaker 2
Seconds, right? Mm-hmm.
69:00
Speaker 1
And it goes blue to white to red and then back to white. [silence] Okay. [silence] Yes, correct. [silence] Yes, but today it was uh, I was doing that. I probably did it six or seven times.
70:00
Speaker 2
Ah! Someone has to do it all diagnostically, not like detecting the signal from the modem, Okay? All right, so in this, um, okay, so anyway, it did not, um, disconnect, right? Um, it didn't disconnect during the evening, only, uh, during the, uh, like in the afternoon, correct? 12:00 2:00. And the only way to reconnect it back is, um, by power cycling the device, right? Like turn off the modem, turn off the Merlinode.
70:00
Speaker 1
And each time it would just go for I don't know 10, 15 minutes and then it would go offline again. No. Yes. Yes. Yes. Sometimes.
71:00
Speaker 2
when you're offline, does the light on the parent node change? That is white? So again, today, it happens several times, right? And then the light still white, but all the devices, like your phone, your laptop, cannot access the internet.
71:00
Speaker 1
Whenever it goes down, the internet gets very slow I can't even run the speed test and sometimes if I pull up a website on my phone and I'm on Wi-Fi, it won't even connect to the website.
72:00
Speaker 2
uh-huh. uh-huh. because I think we as I verify this since we get the this info, this is the logs on your router when the router is um working. We um also commit, uh if we can gather the logs um when it's, the internet is like down.
72:00
Speaker 1
yes um hmm Okay. What do you want me to do? yes
73:00
Speaker 2
Like you mentioned that even though the uh like you lost internet connection okay. Uhm it's the same thing that we did sir? Okay, um do you know already how to um access it on the user interface of the router? Or we can try to do it on um on the um on the app. Okay. Um we are going to um like get the um the sysinfoser when the um when the internet connection on the router stops working. Like when a uh you have encountered uh disconnection so that we can check the logs okay. So since we cannot do it right now because the internet right now [silence]
73:00
Speaker 1
Yes. Okay. How do I do that? Okay. Yes. Yes. You- Yes. Yes. let me go up open it. Okay. Um, it says, Oh wow, it's just cycling back and forth.
74:00
Speaker 2
is working correct so during the times you we're going to observe it and during the time that you lost internet connection on the router um please gather the locks okay so that we can um like compare we can check the looks okay okay um do you have the app right now on your phone the linkus app okay when you open the app on your phone
74:00
Speaker 1
it says the name of the if it keeps scrolling it says the I named my uh network free virus it says it has no internet connection check router power if there is an ISP outage it says okay okay okay let me uh let me close the app okay okay I closed the app now you want me to start it again? okay
75:00
Speaker 2
can you completely close the app sir like press on the umm press the home menu button on your phone and then you um you can close the app and then open it again. Uhum. Yes.
75:00
Speaker 1
It says getting router settings. it says there's no internet connection. Let me select a different network. Oh. it asks me do you want to log out? I'm sorry? Yes. Okay. Email address enter password. Uh let me see. I'm on my phone. Hang on. Uh you want me to do
76:00
Speaker 2
Okay. You're going to get logged out. Can you click on logout, sir? [silence] Oh, no, no, hold on. Do not use the email address, sir. Do you have the router access? Or log in locally? Yes.
76:00
Speaker 1
you from around your search hopefully yes uh no silence
77:00
Speaker 2
When you open the app, after you log out, what are the options that you can see there, aside from login using the email address and password? Do you have other option like login local? Okay. Um, the login part, it asks for the email and password. Um, there's no option for, um, login local or access router.
77:00
Speaker 1
It says, manager Wi-Fi, set up a new Wi-Fi network. I backed up and I'll say manage my Wi-Fi. says connect to the router and it wants me to log in. And it says email or router password. Okay? Okay, it says enter router password and that's the one I just reset, right? Okay. Let me go to my photos so I can How remember that, okay.
78:00
Speaker 2
Okay, select on router password. [silence] Yes.
78:00
Speaker 1
[silence] okay, let me log on using the router password. Come on, show it. Oh my gosh, it won't show the password when you hit the I. Oh, here it is. Okay. [silence] Bear with me, my memory is not great. Uh, Let me see. Okay. [silence] one moment logging in it's getting router settings Okay. Oh, it sees everything now. yes, this is okay. [silence] [silence] yeah. all right.
79:00
Speaker 2
okay. Okay. Okay. Okay. Um-hum. And then, after that, sir, you have to click on the three lines on the upper left. And then, you go to network administration. And then, you have to click on diagnostics.
80:00
Speaker 1
okay okay yes I'm sending it okay hang on come on send okay did you receive them
81:00
Speaker 2
and then send network logs that's the way on how you're going to send it how about you can try it right now okay I'm checking it oh yes I'll receive it so
81:00
Speaker 1
Yes. Yes. Okay. Yes. Okay. Okay. Yes. Okay. Yes.
82:00
Speaker 2
If your internet stops working, then just open the app and then use your to log in, okay? And then same thing, go to network administration then click on diagnostics. Then send, you can try to send it once or twice or thrice just to make sure that we're getting it, okay? So that we can er, we can compare the, or we can check the logs on your router why is it that it has this kind of problem? Because if after checking the logs, then we're going to then further isolate the problem. There's a possibility that might be that we need to like switch nodes, okay? And also, if in any case you encounter the problem against, or the internet just really stops working, okay?
82:00
Speaker 1
Yes. Yes. Yes. Okay. Yes. Yes. Yes. Yes.
83:00
Speaker 2
Um you can um give us a call since it's around um noon right that it happens. Okay, you can um give us a call since we're open um 8:00 a.m. up to um 11:00 p.m. Eastern time. Okay? So that we could like really check the router during down time, okay? Mhm. And let me double check again sir. The devices that you are connected to the router. Again, I have here the two laptops, the desktop, iPhones and then what are the other devices like your DVR for the camera, right? You have that. And then, what are the other ones? Like the sprinkler? Water?
83:00
Speaker 1
uh, let me see, it's a smart oven. Smart oven, uh, what else? there's, um, No, that's just about it. I, I do have a smart thermostats, but they aren't, uh, they are connected to the phone right now because, uh, when I switched the phones, I just, I upgraded my phone, I lost the smart thermostats. Yes, it is all Wi-Fi.
84:00
Speaker 2
And what's the other one? Smart oven. Okay. Okay. Okay. Uh-huh. Okay. But they are using, why, like, right? Okay. Okay, so that's probably connected also to the Wi-Fi. Well, just take note of that.
84:00
Speaker 1
Okay. Okay.
85:00
Speaker 2
Okay, just to make sure we have documented what are the devices connected to the network so that we will know what the exact troubleshooting if there is a need to like reset all the nodes and reconfigure it. But for now, sir, we recommend that um gather the logs once it's down or just call us right away once it's down so that we could really properly check during the downtime. Okay? What's really um going on? Why is it like you have encountered this problem? Okay? Okay. Does I already take note? Go ahead. Mm-hm. Mm-hm.
85:00
Speaker 1
that when my light on my eero goes from blue to white to red and back to white that's normal power yes yeah okay okay and so just because it's white it doesn't mean it's a great internet connection like it could be um slow very [silence]
86:00
Speaker 2
Yes. During the startup, or like when you turn off, yeah, when you turn off the device and turn it back on, that light changes. That means it's, that's the way like it's booting up. Because sometimes when it turns red, it did not detect and it will just, like, put a gap to, like, it's detecting. What it's detected, that's the time that it turns white. Mm-hmm. Yes. So, the way, if you have encountered that kind of scenario user, we suggest that call right away so that we could check while you still have that problem. Okay? So that we could really like check the settings or could be whatever we know what we're going to make it onto that device. Okay? So that like we really like see what's the problem there. Okay? And then also don't forget the logs. Once it's down, aside from calling us right away, send it, send it to, send the logs. Okay? Mm-hmm. Okay. Yes.
86:00
Speaker 1
Let me, let me get out of this and just kind of bring it up again. Well, let's see. Okay, I'm gonna let's see and I'm going to bring it up. And it's getting router settings and hopefully it'll yeah, it sees it. So it's acting, the app on the phone is working again. All right. Okay. Well, so I will send you logs if it happens again.
88:00
Speaker 2
Okay. Mm-hmm. Mm-hmm. Okay, good. Okay. Mm-hmm. Mm-hmm. If it happens again, then give us a call right away, and use your phone number also, so we can like pull up
88:00
Speaker 1
okay okay um thank you ma'am okay thank you bye bye All right goodbye yes uh I'll hang up just hang it up hmm
89:00
Speaker 2
your record okay everything has been documented here what are going to do Okay? All right, you're welcome and thank you so much for patiently cooperating with the troubleshooting. We apologize that you have been encountering this problem Okay? You're welcome Sarisa. Thank you also for calling Lexus. This is Carla. Have a great evening to you. Goodbye for now. All right. Hello? I heard you forgot to uh let you end the call. Okay. Thank you.
89:00