V2 Rubric Detail — 4947d98e-65fe-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 01:30
Duration
89m 15s
Contact
William Weinberg
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00133168
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (11 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.8% (+25.8)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through a router reset and reconfiguration, restoring internet access. However, a material technical inaccuracy — conflating the admin password with the Wi-Fi password — downgrades T3 to Not Met. Despite communication inefficiencies and some customer effort duplication, the outcome was fully achieved without escalation.

V1 Case Analysis

Customer unable to get internet on MX4200. Performed router reset, re‑configured via myrouter.info, restored connectivity.

Troubleshooting Steps
  • Verified modem status lights (solid blue).
  • Performed full factory reset of the router.
  • Re‑configured router via http://myrouter.info using default credentials.
  • Reset admin password using recovery key.
  • Confirmed internet access by browsing and streaming video.
Key Observations
  • Agent repeatedly switched between 'sir' and 'ma'am', causing confusion.
  • Long periods of silence and hold without clear explanation.
  • No collection of serial number, warranty status, or case number.
  • Instructions were sometimes vague or contradictory (e.g., when to reset, which password to use).
  • Despite poor call control, the technical fix (router reset and re‑setup) succeeded.
Positive Highlights
  • Correctly identified the need for a full router reset.
  • Used the proper local admin URL (myrouter.info) for setup.
  • Successfully restored internet connectivity for the customer.
Agent Errors / Gaps
  • Misgendering the customer and inconsistent pronouns.
  • Failure to collect essential product details (serial number, warranty status).
  • Excessive hold time and lack of clear call control.
  • Confusing guidance on admin vs Wi‑Fi password.
  • Did not confirm internet connectivity after each major step, leading to unnecessary repetition.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet access restored: 'Looks like I have a YouTube connection... it looks like I have... internet back.'
R2 Met Diagnostic thoroughness conf 95%
Agent verified modem lights, directed physical reset, accessed myrouter.info, and confirmed connectivity — all logical, sequential steps.
R3 Met Correct resolution path conf 90%
Agent correctly pursued configuration reset over RMA, as the issue was software/state-based, not hardware failure.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (no internet via router), confirmed modem functionality, and isolated issue to router state.
T2 Met Appropriate tools / resources used conf 95%
Use of LED states, physical reset, and local web interface (myrouter.info) were appropriate and necessary tools.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated: 'the router password is actually the Wi-Fi password' — admin password and Wi-Fi password are distinct; this is a material technical error.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided some structure but lost control during long silences, unclear transitions, and repetitive loops.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but introduced confusion with terms like 'recovery keyser' and inconsistent LED guidance.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all steps, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps (e.g., 'wait for flashing red', 'press reset until blue'), with realistic timing expectations.
O3 Met Closure confirmation conf 95%
Agent referenced prior case notes: 'you have the MX4200' and did not re-ask for previously provided information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for long hold, thanked customer for patience, and maintained courteous tone throughout.
X2 Met Tone & rapport conf 90%
Agent remained calm and adaptive despite customer confusion and technical setbacks, maintaining engagement.
X3 Partially Met Overall experience conf 85%
Customer repeated reset attempts and password entries due to unclear instructions, increasing effort unnecessarily.
Call Transcript124 turns · 150 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. So this is Paul from Linksys customer assurance team. I'm speaking to William. Okay, sir. So this is actually a followup call regarding your concern about your Linksys router. So is this the best time, sir, for us to work with the case? Are you at home right now? Okay, good. So yeah, I just want to confirm, sir, if I got your concern right. So basically, you are unable to get online when connected to the Linksys router, right? Okay. Yeah, so yeah, I just want to confirm, sir, what is the status light on the router, sir. If you back it if you connect it directly to the modem, solid white, but yeah, but no. Internet? And I also want to confirm, sir, you based on your previous yeah, the notes on the previous on your case, you have the over Mx 4200. Right? Yeah. Yeah. The old link. And is that old links router, sir. Works fine if you connect it directly to the modem. Yeah, if you use it as the okay. Yeah, but since you get a white light, so that actually indicate that that the router detesting the internet connection. Oh, okay. So can you,tell me make and model of your modem? Yeah, can you check first the model of the modem? Okay. Yeah. Yeah, ask Gersaur to check for anything that starts with __ESore N. Yeah, that's the usual uh start of each model.
00:00
Speaker 2
I haven't. That I have the old one, but then I have a newer one. No, it didn't that didn't, that didn't seem to work either. [silence] How did they get glass? Hey Sharon, can you look at the bottom of the modem or do you have amazing? Look at the bottom of that one.
01:00
Speaker 1
Yeah, es or en. or E T X. T L yes something like that uh yes Y, usually at the back. Yeah, that one sir, yeah, that one, that one. E T. E T 2 5 1. Yeah, got it sir. Thank you. E T 2 5 1. Let me just double check sir. this one. Ok, so just want to confirm so this is just a plain modem right with only one Ethernet port at the back, correct? Um. Yeah. And I just want to confirm.
02:00
Speaker 2
ES or EM? What has the gun at the bottom of the modem? Anything E S. Anything with E S? E T. There's an E T. That one. The E T, what is it? Model number E T 2, 51. Yes I believe so, yes.
02:00
Speaker 1
So what is the status, lights, on the modem right now? Yes. Uh, what lights are, what lights? Uh so is it blue.
03:00
Speaker 2
on the modern both are blue. the power light is blue and the on, and the on light is blue. solid blue. Okay. So I'm I'm sitting here with an iPad. Okay. So if I go into the iPad and I go into settings. Uh, let me put you on speaker just as i, i, where is the speaker? here. Here. Round speaker.
03:00
Speaker 1
OK. Can you try to check if you can access a website? Yeah, any website. Yeah, maybe you can maybe play a video on YouTube. Try to play a video on YouTube. Yeah, YouTube. Yeah, try to play any video. Yeah.
04:00
Speaker 2
Okay, I have you on speaker. I'm going to go to settings and in settings, I can see you, William, I can see my 5.0 network and it has a checkmark next to it. Okay, so now I'm doing that. I will. All right. I'm going to go back into the browser. I'm going into my Safari browser. And I tried to actually had Pinterest up here and Pinterest doesn't do anything. It just sits there. You want me to try YouTube? So YouTube.com I type in YouTube on the URL line, and it types in YouTube.com and then nothing. [silence]
04:00
Speaker 1
Let's see. Yeah, so if that... Yeah, it's blank. Yeah. Okay. I see. Okay. Okay, try to... Have you already tried to reset the modem? Yeah. Okay. But how about this one, sir? Do you have a computer that we can connect directly to the modem? So let's try to check if the ethernet port of the modem is...
05:00
Speaker 2
[silence]
05:00
Speaker 1
hmmm, working good, yeah, that's great, yeah, yeah, yeah, yeah, yeah, yes sir, yes, yes, okay, yeah, Max doesn't have an ethernet port. Okay. So, yeah, how about this one, sir? So, just sorry to bother you just want to confirm sir the router is not yet reset, right? Your original parent node has not yet been reset. Yeah. Oh, okay. Totally. Okay. Okay. So, let's not reset that parent node for now, sir? Okay. And by the way, sir, I know you have you have two, right or three? Yeah, I just thought two. Okay. Can we try to swap the parent node, sir? So, try to set up the child node. Try setting up the child note as the new parent node, okay? So that existing parent node, sir, just unplug it from
06:00
Speaker 2
because the Mac's don't have, I don't have an adapter I don't think. They don't have the ethernet connection. They don't have an ethernet connection. No, I never reset. It has not been reset. Right. There's one parent and one child. The child is not powered up right now. All right.
06:00
Speaker 1
We'll not we set it. Okay? Okay, yes. unplug it. Yep. from the modem. unless it's needed, sir or if we if you turn off the existing parent node for now. Thank you.
07:00
Speaker 2
[silence] All right, so I gotta go I gotta go downstairs and get the child or have somebody go down and get him as well. Can you go down and get the other links? This problem. All right, so she's gonna go down and get the child. So you want me to just power off, disconnect and basically take just disconnect the parent it's over on Joel's side. Do you want me to power it off too, or is this, leave it on? All right. Okay, so parent mode is now disconnected from everything. I'm moving it out of the way. and I have somebody going downstairs looking. You want me to go down? Message. We gotta go down. You everyone.
07:00
Speaker 1
Yeah, just gonna get to the modems and then power.
08:00
Speaker 2
what I like all right so and my wife is gonna go down and get that child when that gets up here I will plug it in you want me to power it up and connect it to the modem right
08:00
Speaker 1
on all right does it matter sure yeah it doesn't matter yeah you can have it connected yeah they're connected first to the modem then power it on or the other way around
09:00
Speaker 2
connect first to the modem and then power on. Doesn't matter okay. Okay so now we have it. You said no. I'm
09:00
Speaker 1
[silence] Okay. So, yeah, let's wait here until the light of the router turns flashing red. Yeah, let me know if it's flashing red. Okay, yes, yes, sir. It should be to the internet port of the router. Yeah, from the modem to the internet port. Mhm. Oh, right now, sir, it's flashing blue. Okay. Yeah, let me know sir if the light turns flashing red, okay?
10:00
Speaker 2
Okay, from hallelujah. And now I'm going to connect. get to the bottom. Okay, now I'm connecting to the router. And I'm connecting it around the yellow, the yellow, yellow Ethernet, right? around. So we now have it powered on. It went from blue, and now it's flashing blue. Yeah. All right. Let me know which images have the flashing red X on them.
10:00
Speaker 1
Okay, so now it has a flashing red light. Let us start resetting the router. Okay, to so to reset the router, sir, please press and hold the reset button on the bottom, so it's the tiny button below or underneath at the bottom of the router. Okay, so press and hold that reset button. Okay, until the light turns off. Yeah, press and hold. So, wait and.
12:00
Speaker 2
Now it's up. Now, press flashing reset. It flashes red. For pink. OK, press it. And hold it. Oh, hey, press and hold. Yeah. For
12:00
Speaker 1
Yes, wait until the light... Yeah, wait until the light turns off. Then once the light turns off, keep pressing until you see the blue light. So, once you see the blue light, that's the time you release, okay? Yeah, the reset button. Keep... Keep... Yeah, keep pressing. Yeah, wait until the light turns off. Yeah. Okay, keep pressing. Yeah, continue pressing.
13:00
Speaker 2
Until what color of light. Alright, I'm pressing the reset button and it's flashing red, now solid red, flashing red, flashing red. It's still flashing red. Okay, light is now off and I release the all right, wait a minute. All right. I made a mistake. [silence]
13:00
Speaker 1
Exactly. Yes, man. Correct. Yeah, because you're the indictor, remember the reset went through is the light turn out. You just have to keep pressing until you see the blue light. Yeah, once you see the blue light, then that completes the reset process.
14:00
Speaker 2
here, I'm gonna let my wife, she's better. Okay. You want me to hold it? What I'm understanding is that you want me to hold the reset button until the red light goes off. Continue holding it until the blue light can come back. Okay. That's what I understood. Where's the reset button? Okay. It has a long time bill. Okay. Let me see. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. getting for the blue. Still flashing. Still flashing. Yeah. Right. I might have to start from scratch, so, [silence]
14:00
Speaker 1
, 00:00:01,11: Yeah, how was it did it turn off ma'am or no?
16:00
Speaker 2
You know, it's no wonder. It's not turning blue. It's not turning blue. It's no. I can release the button. You want me to release? Okay. Okay. I've released it. It's continuing to flash. Red. Sure. Okay, sure. Would it make sense just to repower it off and then let it power back on now first or? I'll let you see it. Yeah. I need like a pencil that's going to flip off of this. See, if I get a little graver, find a pencil, or, or, um, eraser, or, or a whole. Okay, watch out. [silence]
16:00
Speaker 1
Did the light turn off, ma'am, when you held down the reset button? Okay, yes. Yes, no, let it go once you see the blue light. Yes, that's good. That means the router is now rebooting, ma'am. Okay, so at this point, ma'am, we will just wait until the light of the router turns back to solid blue, meaning the router is in setup mode.
18:00
Speaker 2
Okay. We have a blue light. Yeah, the light turned off and then it, it, then we have a blue light. And now it's flin- yeah. Now it's blinking blue. Or actually, yeah. Okay. Oh, okay. Uh. Yeah, looking forward to it, too.[silence] Okay, we have a solid blue. Okay.
18:00
Speaker 1
Okay, good. So, now that the router has a solid blue light, ma'am, please press the bigger button. So, above the reset button, there's a bigger button. So, press that button for two seconds. Two seconds. Dos. Uh, the, once you press it, ma'am, I think the light will turn- I think it will turn flashing white for, yeah, flashing white. Yes. Ga- just two seconds. Uh-huh. Or release. Okay. Yeah. Let's give it some time, ma'am. As of that, it will take around three to five minutes. Yes. Yes, yes, ma'am. [silence]
20:00
Speaker 2
... Okay. Okay. Okay. just making sure. Two. Okay, we have a white light. Okay. Oh, you want it... Okay, you wanna solid white? is that what you're looking for? Okay.
20:00
Speaker 1
Yeah, let's just give it some time.
21:00
Speaker 2
I've got all the time in the world here, you know, it's the one that's taken.
21:00
Speaker 1
Uh-huh. Yeah, that's cool. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. It just turned solid. They just give you some time there. Mm-hmm. [silence] Little Chickens for Big Day.
22:00
Speaker 2
Okay. What happened there? Okay. Okay, we had the white light blinking. Okay. It stopped. And then it started to blink again. And then it went to a yellow blinking light. And now it's a solid red light. Okay. So, we have to still wait, then. Okay. What? [silence]
22:00
Speaker 1
How was it man, did it stay solid red right?
23:00
Speaker 2
uh, unplug the motor I'm sorry unplug the modem oh okay bill, how do I do that? Just one or the back of it is the black one? Yeah, okay [silence]
23:00
Speaker 1
Okay, how is it now? What's the status light on the modem right now? Is it flashing, flashing blue? Okay, good. [silence]
24:00
Speaker 2
Now, count 1, 2, 3, 4, 5, 6, 7, 8, that. Okay. The modem is repowering itself. Okay,
24:00
Speaker 1
Yes. Okay, then please double check, ma'am, the router. Yeah, the router, please check the light on the router. Is it still red? Yeah, try to reboot the router, ma'am. Yeah, just unplug and replug from power. Yeah, unplug and replug.
25:00
Speaker 2
Okay, we are solid blue on the motor. I'm sorry, one more time. Oh, on the router? The router is still red? Yes. Okay, and what did you want me to do? I'm sorry. [silence]
26:00
Speaker 1
Yes.
27:00
Speaker 2
oh, oh, unplug the power from the router. okay. okay. Ooh. okay. good. okay. okay. plug it back in. okay. And we have a blue light. okay. [silence] troubleshooting guide on this back side. home. [silence] the sky. okay. [silence] where [silence] watch. okay. so usually in this if you do put the cable, the first one has to be the power cable in there. and the second will be. [silence] the just attached to the one. have to first determine that oh, okay. modern thing. [silence] but I don't need anything else. just plug it in. the cat like usually, 5, 6. or 7, because it'll be different according to your, out plug. okay. you have an issue. do you need an extention cable [silence] let's plug cable. so, need a minute to and you'll hear the light and it'll say it's powering up. okay? so, after that. let me give you a sec. what happens if it doesn't work? okay.
27:00
Speaker 1
Speaker 1. (Yes.) Yes, yes. Same thing. Yeah, we're waiting for the white light. A
28:00
Speaker 2
[silence, background music] Am I waiting for the white light at this point? Okay. All right. [silence, sound effects] [silence, background music] [silence, sound effects]
28:00
Speaker 1
Is it solid red still? Okay. Can you go to Wi Fi settings, Ma'am, on your iPad, like view wireless networks on your iPad? Yeah, go to view wireless yeah, view wireless networks on your iPad? Yeah. where we can view all the available wireless networks nearby. Then please okay, so before you you go to what view wireless networks, Ma'am, can you double check first that default Wi-Fi name of this new parent node of the child node? Yeah, please check on the bottom. There's, yeah, on the bottom of the router, you can see there the default Wi-Fi name. Yeah. It's usually. Mhm. Mhm. Five, six, okay. Yeah, so C56. Then please go to Wi-Fi settings, ma'am, on your iPad. Then double check if you can see this Wi-Fi name on the list. Okay, good.
29:00
Speaker 2
So, Bill, what's the? Oh, on the bottom? Oh, okay. Hang on a second. The knee. Okay, so the name, the name of this one is, DevelUp. Setup. C is in cat five six. [silence]. Okay. Oh, we have a white light. We have a white light. [silence]. I have a white... Can you see it? Okay. Yeah. Okay, that's it.
30:00
Speaker 1
Okay good And then yeah please connect now to velocity up c56 wifi name Then if it asks for the password yeah use the same Wifi password That can be found At the bottom of the new parent note [silence]
31:00
Speaker 2
so... A white light solid white light. OK, so you need so, Bill. You have to use this, this password on the bottom here. She's one of the that's there. Yeah. Ready. It says here, F-K. no all capacitors. S is Samuel, K is in nine. OK. Yeah. J is in junk. Yes. white. She's our... r is for Robert. is for Nancy.
31:00
Speaker 1
i advise you to try and visit any website. yeah any website will do mm hmm okay good. try to play video ma'am on YouTube let's make sure yeah this is not just a cast page. Yeah, I just want to make sure, ma'am. [silence] Yeah, try to play a video. YouTube. Yeah, you can use the app. [silence] Yeah, just play any video. [silence] Yeah, okay. Yeah, maybe you can just open any website, ma'am. Maybe S&N.com. Any website. Yeah, I just want to make sure, ma'am. [silence] Yeah, that's Okay. Yeah, that's a good idea, ma'am. That's better. If you tried playing a video to make sure that it's that it is not a cache page, ma'am, like it's not saved on the device. Okay.
32:00
Speaker 2
Oh, do you have my? Oh, a video on? YouTube. Oh, I don't have YouTube on my phone. You have to be there. I don't have I don't have any YouTube on my phone. You just and one on the websites. Okay, well, whatever, I don't have. Yeah, that's what he's doing. Oh, you know what? If you open if you open a website, if you open a website on Safari, go to the top and it says videos up at the top and it'll direct you to the videos. You can play a video there. Yeah. Okay. Yeah. You can't you can't do that. You can't do that on Apple though. Apple doesn't play their videos.
33:00
Speaker 1
yeah, but that's I think that's that should be fine, ma'am. So yeah, let's proceed, ma'am. Okay. So yeah, on your iPad. So, yeah, please launch a browser, ma'am. Yeah, maybe you can use Safari. Yeah, or whatever browser you have on the phone or on the tablet or iPad. Then on the okay. Okay. All right, so on the address bar, ma'am, please type myrouter.info. Yeah, that page. I believe you have you've been there before. Dot-info. Then press enter.
34:00
Speaker 2
Um, Yeah. Oh, yeah, he did. Okay, wait a minute. Hang in. I'm on safari. Um, it's a very now. Okay. All right. So, where would you like me to go, then? Oh, I know this one. Okay. My router. Is that okay? Uh, this connection is.
34:00
Speaker 1
[silence] Yes, this, is that okay, ma'am? Just click on details. Yeah, show details, proceed, okay, [silence] then just reset the router password, okay, because that router password, ma'am, is actually the Wi-Fi password, which is kind of complicated. So just click on reset password, ma'am, then it will ask you like to, it will ask you for the recovery key. Okay, so just type your given key, [silence] can you type? [silence] Do you know what key to type? [silence] If you don't know what key to type, then just click on [murmured] [silence] Okay.
35:00
Speaker 2
show all right you want to be due close just click show details okay and then where we go to visit and then you got to visit the quick down there it says visit the website okay this is the website at the website it is under the background I thought I thought I saw a jump checking the internet okay connected welcome your router password to proceed and to enter your router's password
35:00
Speaker 1
The recovery key at the bottom of the new parent mode. Yes, yes, sir. Just reset. This is just for the admin password. And no, no, no, ma'am. On the Safari
36:00
Speaker 2
are just going. Welcome. So what unit. you know this is resetting the password to the router. OK. So I don't put anything on the iPad. I'm pressing the reset button on the bottom of the router. No. Yeah. Yeah. No. No, there isn't. Right? Can we just put in the password for the router? OK, I have a password on it. OK. So let me ask you a question. Am I putting in the password that's on the, it is physically on this router or is it the one that that he set up for the, for the router?
36:00
Speaker 1
the one mom physically in the router the one the one at the bottom same as your wireless password the one that we type in for your wireless password yes yes exactly that is just temporary yes just follow them the on-screen instruction okay
37:00
Speaker 2
at this point is a seemingly out of the area. Yeah, at some point you probably should be able to change itself. Alright, put in this one all lower case. SKJYR. And this is the SKJYR. and then it goes in that. Okay, now it says first line is your wife, your name and password. Oh. See now you you can now you can change it to what you want. So you can change it back to what I had before? So, I should
37:00
Speaker 1
Ah, so just take note, ma'am, of the information it it asks, like the password? Yeah, make sure to take note the password. Yeah, it's up to you, sir. If you want to personalize it, you can change it to something else. Yes, yes, you can. You can change that once. Yeah, on that page. Yeah, you can personalize the Wi-Fi settings.
38:00
Speaker 2
Okay, speaking. Do you want, okay there... Oh wait a minute, wait a minute. The wife. Do you want me to change the WiFi name? change that to like what I use for the 5.0. There's more than one.
38:00
Speaker 1
which page are we in, right now, ma'am, on the, on the setup? Uh-huh. so we uh-huh, uh-huh. okay. I see. Did did you change the name already, ma'am or not yet? because if we uh yeah, because if not, yeah, I'm saying if you did not change yet the name, yeah, just you can just continue the setup for now. Then we will get back later. Yeah, that should be fine. We can always get back okay, yeah, good.
39:00
Speaker 2
He has defined, he wrote down the password, the name of his WI, WI fire, that he named them, but that's what he's looking for. The piece of paper that was obviously Iceound was not correct. So he's trying to locate where he put them. What's that Wi-Fi it had him? Well, that's what that's what he's trying to do. So, he wants to personalize it because he doesn't want to go into it. Okay. Okay, give me just a sec. Give me a second to put that in. Okay, he has a cap, cap cap. I Okay. Um, what is that? Okay, dash. Is it a dash?
40:00
Speaker 1
You know, just oh, and just leave it. That is, and just cute, yeah. Okay, which page are we in right now, ma'am?
41:00
Speaker 2
uh saving changes change save it says it says the Wi-Fi is ready connect your devices to your new Wi-Fi so okay all right then it says enjoy your Wi-Fi to configure advanced settings visit my router info on desktop computer okay okay okay how do I do that [silence] how do I do that
42:00
Speaker 1
To the new Wi-Fi name that you just created. Yeah, view, I think that's settings, then Wi-Fi. Yeah, your name. Yeah, look for your new Wi-Fi name, man.
43:00
Speaker 2
So this is attached to a hotspot here on my phone. Phil how do you check the Wi-Fi here? Where to go into setting? I'm going into my is this the connected there? Okay there is Connecting to a personal hotspot. Connecting to my to either your phone or my phone. It says up here connecting to a personal hot spot. That should be this but I don't see network. I see one that's close. Yeah I see down here. Oh wait I'm in a Wi-Fi. Okay. Turn on Wi-Fi. Turn on Wi-Fi. Is is this it right here? Oops. I accidentally touched it. Yeah. So, that thing? No, I don't. Okay. That's the one. Oh, it says join Wi-Fi network. Okay. Is that what I want to do? No. Okay. That's where it's closing it. Uh, join the same, uh, join the one that says we just put in. Well, that isn't that this one? Right here. Okay. The kind of other network. No, it doesn't, I didn't put the word network in. I'll even put them. Uh, just see that's what you want to do. I just said I just put the name in. I didn't put the word network on it. Okay. So I click on that one. Okay. And I put my pass word in. Is that what you just told me? That password. Yes. Okay. Okay. So. And then what do I, uh, and then a checkmarked. I'm assuming. Okay, so it's checkmarked. It looks like it's joining.
43:00
Speaker 1
Okay good, double-check again Ma'am if you have internet access. Yeah. Yeah, just open another tab. Yeah, make sure you have internet access now. Before we add the childmote. It's working? Is it working? Okay, good to hear that it's working. Alright, so let's now go ahead Ma'am and reset the old parent node. So we will configure the old parent node as the new child node. Okay? So please do the same [silence] reset [silence] Transcribe.
45:00
Speaker 2
sounds like a join. Okay, and make sure he has the access. Okay. Oh, okay. Okay. So I looks like I've been able to pull up another page on the browser. Yeah. Oh, we have to repeat it.
45:00
Speaker 1
Process name? Yes. OK. Yes. OK. Please. Yeah. Yes, yes, yes, ma'am. Yep. OK. Thank you. OK. So after. Okay. Yes. So, yeah, after you plug in the router, ma'am, do not reset it yet. Please wait until the light turns flashing red. Okay? Yeah, wait for the flashing red light first. Flashing red light. Yeah, let the router boot up. Because if it's flashing blue, flashing blue then that indicates that the router is in boot up process. Yeah, we don't want to reset while it's booting up. Let's wait for the red light. So, same reset process, ma'am, like what we did on the parent node, okay? On the new parent node. So, just press and hold the reset button. Yeah, wait until the light turns off. Then keep pressing until you see the blue light.
46:00
Speaker 2
All right. So I have to plug this in the back here. Okay. Oh, okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. What happened to JSM internet or something.
47:00
Speaker 1
And, by the way, ma'am, I just want to confirm, I know how far is the child node from the parent node right now. at just the distance. Yeah, the child mode. Yeah, I just. Yeah. So, just just want to ask, ma'am. How far is the child node right now, ma'am from the parent node, like the distance? Yes. Okay. Good. Yes, that's okay because I I want it like we want it to be near to the parent no while doing the setup. Okay. Yeah, go ahead, ma'am. Yeah, go ahead, ma'am. And we set the pause. [silence]
48:00
Speaker 2
hmm Okay, So I'm holding yeah this is I'm guessing this is what you call the turn? Oh, since it's Okay it's still flashing blue, I'm just waiting on the red light. Okay, I just got A solid red Oh how far is it? Oh, I'm like sitting right above it basically Good Oh, Okay Alright, So I got a solid red So I'm going to The reset button
48:00
Speaker 1
Yes, yes, okay. Ah, no man, this time, wait for the solid blue light. Yeah, for the child mode. Blue. For this one, ma'am, since we just reset this child node, we will wait for the light to turn solid blue, indicating that the node is in setup mode. Yeah, solid blue. [silence] Yeah, let me know, ma'am, if the light turns solid blue, so we can add it yeah, to the network. Yeah. [silence] And do you still have, ma'am, the Eagleise page open on Safari? Yeah, yeah. Let me, please check if you still have it open on Safari.
49:00
Speaker 2
Oh, solid blue. Okay. All right. Because right now it's flashing blue. Okay. Okay. You know, it's a child. It takes time. You know, that. So hang in, I'll check. What the, what the. [silence]
50:00
Speaker 1
Yeah, or you close the page. Yes. Okay. On the below on the on the page Yeah, on the page, ma'am. Yeah, that page. Do you have there an option add additional node? Okay. Yeah, so you have to press that button Once the light on the router on the child mode turns solid blue. Okay. Yeah. Wait first for the blue light before pressing that. I think it's a link. Okay, good. Yeah. Go ahead, ma'am, and press that button. Add additional node. Yeah, just proceed. It's already ready. [silence] They just keep clicking next. Yes. Yeah, just proceed. Yeah, just keep on clicking next. Okay, so it host the child node right now, ma'am? Is it start to flash? Okay, is it blinking now? [silence]
51:00
Speaker 2
wait for the notes to, just finish starting up, indicated by the solid blue. all right. Okay. So I am solid blue. Oh, wait. It says next. Hang on a second. Okay. Okay. Um, it's gonna take a minute. Lets your note lights change. Oh, okay. It's still it's solid blue. It's solid blue, but it's and the the iPad is searching for it still. Oh, No. It's blinking. It's blinking, it's blinking blue. It's blinking blue.
52:00
Speaker 1
Okay., Good. Yeah, that's okay. ma'am so as long as it blinks, then that means to I pad. I mean, the, the parent is already finding the node. It's now responding. Yeah. Is it now flashing white? Okay, Good. So, while waiting ma'am, may I place this call on hold then? Just give me uh, three, to, five minutes. Yeah, I just have to check something on my end, I'll right back. Okay? Yeah, don't disconnect the call. [silence]
53:00
Speaker 2
But if the IP hasn't as it's still searching for it. Yes, it is. All right, yeah. Go ahead. Okay. So this is now one. I think so. We'll see. [silence] Oh. Yikes.you [silence] I guess Yes. But it doesn't they don't. Yes. one thing. And that's big instead of. that somebody's switched that one's not working. Okay. That was neat. Did you get to hold the front? I don't know. [silence]
53:00
Speaker 1
[silence] Hello. [silence] Oh hello left channel. [silence] Thank you for [silence] passionately waiting. [silence] and I apologise for that long hold [silence]
58:00
Speaker 2
now. Hi. getting you cue me up on the screen here it says your network confirm all nodes are here and then it has a picture of a router it says router and then it says child node one okay okay okay okay so I'm sorry so what do you what I'm sorry what do you want me to do with this uh oh okay oh sorry about that
58:00
Speaker 1
ah yes yes just click on next first I just click next first yeah complete the setup yeah just click yes anyway yes yes it will just give you the option like to move to node yes actually you can now close that link this page yes it's now complete yes yes yeah just click on finish yeah to complete the setup then yeah relocate the node yeah yes
60:00
Speaker 2
Okay. But if there's a next, do I have to have to hit, do I hit the next on the bottom or unplug it first? So hit next. Okay. So go ahead and move the to the. Okay. the router and mesh node one to and two into the cart and cart and out in the open to receive good okay. All right, well, this is going to the okay. Okay. All right. Well, the child is going in the basement. So I can unplug. Okay. Oh. I can hit finish and then unplug it or unplug it first. Oh, okay. Sorry. Okay. And then I can unplug it. Okay. Um. If I unplug okay so I unplug it from the power because I have the power cord in it.
60:00
Speaker 1
Yes, you should be finally done. Yes. Yeah, just do not press the reset button. [silence] Yes, ma'am. Then wait for the . What for the light to turn solid white. Okay. Oh, yes, ma'am. Just take it slow, man. No worries. Yes.
61:00
Speaker 2
okay. Okay, guess he's in there. Okay. So we've got a flashing blue go when, nope, solid blue. Solid blue and it'll eventually, okay. All right. What the hell is this green? I gotta ask him. I took a cord out of it, like a, not even a telephone cord. It's not an Ethernet cord. I'll have to wait for him. He's got a, he's got like a video set up down here, so I don't know where what cords go where, but he had another different, he has a cord plugged into that that I have no idea what it is. So,
63:00
Speaker 1
from the parent node. Yeah, that might be possible as well, man. Do you know? Can you estimate then how far is it from the parent node?
64:00
Speaker 2
Well, I have to think where is the router upstairs. So the router upstairs, If you go up the stairs, it's over on the, should be right up here. Nope, it's on the other side. I think part of the problem, too, is that we're he's too far away from, I think this router is too far away from the other router. From the parent. Yeah. Yeah, because he's on one side of the house and upstairs, we're on the other side of the house. I just don't, Oh, I have no idea what's going on.
64:00
Speaker 1
Ah, that's okay. yeah yeah we just wait until the light turns solid white. yes so if that's the case marina yeah then that's not that far. yeah. oh okay. yes. i see. yeah so it might be the it could be the floor or wall might interfere the wire part of the thing. yeah that's good. so that means the node is connected. try to check man the internet on that location. check if you are online. down in the basement. oh just your phone them your phone. yeah your phone or the iPad. yes. yes. just turn off the Wi- Fi on your phone them just turn off the Wi-Fi and turn it back on. yeah connect to your Wi-Fi and check. Wi- Fi. yeah turn off Wi-Fi temporarily. then turn back on.
65:00
Speaker 2
He set up. I can't get on his video equipment. She said I don't know. Oh, my phone. Oh, well, I have my phone with me. Hang on. Oh. Oh, okay. Give me a second here. I just don't want to lose you in the interim here. Okay, go to my settings here, uh, go to Wi-Fi. Okay. I'm not even getting any drop-downs. Wait a minute. What's going on here? Oh, okay. Wi-Fi.
66:00
Speaker 1
[silence] yeah, just turn it back on. [silence] yeah, yeah, much, much better, Ma'am, if you have a different name on 5G. yeah, so much, much better if you connect to 5G. If you have it, if you have a different name on 5G. Because 5G is much, much faster compared to 2.4. [silence] I see.
67:00
Speaker 2
Connect to Wi-Fi. View. Available networks. Okay. Oh, I got to turn Wi-Fi on. That would help. Okay. Okay. So we have networks. Okay. So we have William's Pokemon network. Okay. So that's when, but there's no check mark there that says I'm on it cuz I'm still on 5G. All right, let me check that. Oh, I got to put in his password again. Okay. Oh, here we go. Oh. I Yeah, I, yeah, I don't, I don't have any clue what that would be. He sets up all the passwords, not me. Okay.
67:00
Speaker 1
Hmm.
68:00
Speaker 2
or all right? Checkmark that. Okay. So that, all right. Oh, that's looking okay. So that looks like I'm connected to the network to our network. Now, okay, let me go, let me go back to Safari and see if I can find an internet page here. No, Safari's over here. Okay. Okay. Take me to the page. Okay. That takes me to the front browser so it looks like I have that. That looks like that came back.
68:00
Speaker 1
okay. Yeah. Try to play. I mean visit other website. Maybe just make sure. Yeah, making sure you have internet. Yeah, maybe you can visit uh CNN.com. Yeah. Anything. Okay, good. Yes. Okay. Okay. So mmm. Okay, good. Yeah. Then that's it, ma'am. It looks like that you are now all set. Okay, so you have the internet back.
69:00
Speaker 2
takes me into the browser. Okay. Oh, okay. Okay. Oh, we can play a video. Here's a video. Do we have any music? Oh, a birdie sound. Okay. All right. Looks like I have a YouTube connection. So I have videos. Okay. So it looks like I have, I have Safari, and it looks like I have a connection to videos too. So. Okay. Okay, cool.
69:00
Speaker 1
out. All right. Yeah, so you once. Yes, yes, we can, sir. On your i-Pad. Yeah, please access again. My router.info. Yeah, that page. Okay.
70:00
Speaker 2
All right. Uh, upstairs. Okay. So we're set upstairs and we're set downstairs. That. All right. What? Oh. How do I reset the network password? Oh, how do you set the reset? Oh, I don't know. Okay. What do you want to know? How to reset the router password to use on the Linksys? Uh, app. And to get into 192 and reset. I want to break off. I want to set up a Wi-Fi for 2.4 and such. Didn't we change Hold on a minute. I gotta go back upstairs.
70:00
Speaker 1
Yes. Yes, sir. MyRouter.info. Yeah, it should be that number. myRouter.info. don't for that dot. Okay, so so right now, sir, the current router password is the router password or the default Wi-Fi password. So just click on the reset password. Click on the reset password. [silence]
71:00
Speaker 2
Okay. So, you want me to go to the page which is http://myrouter.info? Okay. Welcome your router password to proceed. Okay, so the current router... Okay. Is that the correct info? Yes. Okay. So, let's see, yes, you have everything here.Network name can be changed. Let's change the name to Biolabs CyberSec.That's B-I-O-L-A-B-S Cyber, which is C-Y-B-E-R, S-E-C. Yes, okay. And then the password to assign, we're going to have Biolabs Cyber7. Let's try to say, we're going to B-I-O-L-A-B-S C-Y-B-E
71:00
Speaker 1
option.
72:00
Speaker 2
There's no option to reset. You can just enter router password to retrieve and- No, you had to enter in the password from here, I think, right? Yeah, don't we have to enter the password that the router has? Yeah. Oh, okay. Hang on a second. Okay. Okay. Okay. Okay. All right. Now I'm sorry. Go back. All right, good. My. Your router info.com. Is it .com? [silence]
72:00
Speaker 1
router. that info. man yes no. that just that info. yes, is it the blue screen sir? is it the different screen now? okay yes yes click on reset password sir then yeah just click the recovery key
73:00
Speaker 2
knock.com right? Oh, http://myrouter.info. Got it. Got it. There it is, and it came on. Okay. Now, this is where you go again with show detail. Okay. And then you click at the bottom where it says website. It should say back. Okay. Okay. Is that where you want to be? Yeah, I think so. So now it's click reset password, right? Yes. Yes, the blue screen with the back. Okay. Reset password here. Now, it's... Okay. Now, [ silence ]
73:00
Speaker 1
Yes. Yes, on the bottom of the parent node. There's a five digit numbers. At the bottom. Yeah. Use that number. Yes. There's app five digit numbers on the bottom. Yes. On the recovery keyser. After you click on reset. Yes. There's a box asking for the recovery key. You have put it on that box. After you click. After you enter. It's the, what you call this? The five digit numbers. Just click on reset or okay.
74:00
Speaker 2
enter recovery key and on this left side reset admin password. So. Oh. Oh yes hold that. I'm holding. What is this 5 digit code here on the bottom of the chair. Okay. All right. And where does that go? Where do we enter that? Under. Hey. And do we do anything else on that page other than that? It was helpful. Okay.
74:00
Speaker 1
Yes. It will ask. it will ask you to create a new password. Just go ahead and create one. [silence] Okay. [silence] Okay, so after you enter the admin password then click on the reset. Reset password. [silence] Yes. Yes, yes, sir. Yes, ma'am. It will route you to the [silence] login page. Yeah, actually, I mean, I don't worry if you forget this, admin password. So in a way, it's easy for you like to reset it there's always like a reset option if you have the recovery kid in it, you're fine. yeah that others no username him yeah just the password yeah just proceed okay so we now sir on the Linux page
75:00
Speaker 2
[KEEP_UNCERTAIN] Okay. You want a hint? I'll write it down. Alright. what's your... P-O-D-D-I and P-I-C-A. Okay, got P-I-C-A with a capital O-O-D-D. Yeah, an explanation point. That's the end, sorry, remember. Okay. Now I tried again. Okay, now hit reset? Yeah. Okay. Wait. You want to save that, don't you? Yeah, my username, I don't know what kind. I don't know what was the username. Oh, I don't know what... So let it go. No, no, that's saying it's just Apple. I can do it. You know, okay. You'll have to go bet. Yeah.
78:00
Speaker 1
Yeah, the link Linksys Smart Wi-Fi tools. Okay, good. Yeah, click on Wi-Fi settings. Or wireless. Mhm. Okay. Does it have different names? Oh, okay. Yeah, because I believe you change it earlier when you run the setup. Yeah, uh the the white screen. Yeah, I believe you yeah, you change it earlier. Yeah, because I heard you. Yes, because I hear I hear I, I I I, I think I heard you saying that you assigned new yeah, uh 2.4 G something name. Yeah, so yeah, that's the and Yeah, so for you like to verify it, so just click on wireless or wireless settings or Wi-Fi settings. Yeah, just click it. Yeah, I'm Linksys Smart Wi-Fi tools. Transcribe this audio from the left channel.
79:00
Speaker 2
Actually, it's still cold. It's still showing all the settings. It still shows the separation. It shows a 2.4, a 5 and a 6 are still there. Yeah, they won't have different names that they had before we ran it to problem. Yeah. Yeah. They all have the same name. Oh, yeah, you're right. Yeah. They have different so we need to change them back to work. Oh, you're right. So how do I go and? [silence]
79:00
Speaker 1
yes you can change it from there sir under Wi-Fi settings then always double check as well the password if you are making changes on Wi-Fi
80:00
Speaker 2
I can't read your writing. All right I'm putting it in capital and we'll hope this goes this other way you're gonna figure it out. Um, why do make this so complicated, okay. Okay, so that one's done. All right, and then we have to change. No, you, this one here five. No, this is five. And then six. What was six? Six was one and five. That one is only on my iPad so I can change. Sorry. Small i, capital I. What, what one is it? Probably is a small i. Okay. I don't know if that was bad. We'll have to live with that. Okay. And then I hit.
81:00
Speaker 1
Yeah just confirm mate. Yeah that's okay ma'am. It's just award should be fine. Yeah just proceed. Yeah just proceed. You have their option to continue or okay. Okay.
82:00
Speaker 2
Yeah. Uh, something's wrong. Ready come back. Cause using different wi-fi names. Something's wrong. You're using wrong name somewhere. What's it say down below you needed? To enjoy seamless roaming, connect a mobile device to each wi-fi once. And are you sure? Or used different name? Yeah, we could use different name. Okay, so what so what do I do? here then? What am I gonna do? no, it doesn't give me yet, because it it came back and said um it said he was using different names.
82:00
Speaker 1
[silence] Yes, yes, yes, man, if you wanted, Okay, so you might get this good day thing from the Wi-Fi temporarily. Yes, let's just wait until the page is back. Okay, good. Yes. So to double-check me and let's go to Wi-Fi. Make sure you can see the names that you created.
83:00
Speaker 2
your router is applying changes. This may take a few minutes. am I supposed to wait? ok the router started blinking. Ok ok so we're back at a solid white on the router, so I'm going to hit ok. I'm assuming that it's changed as we ok.
84:00
Speaker 1
You should be able to see three or two names, yeah, depending if you have different names on each man.
85:00
Speaker 2
Okay. There are one. Two. Three. Do it. Okay. So there's three different names here, so to speak. Okay. Okay. So, I hit the, it okay? So once I got those in, at the bottom, it gives me three options, a blue box, one that says okay, one that says cancel, one that says apply. We've already applied it correct. Okay. So now I take it to a different page. Okay. Oh, this is the. Okay. Okay.
85:00
Speaker 1
Yeah, yeah, successfully change the Wi-Fi name. Okay. All right, so ah no need that's it, yeah. We're done. Yeah, any other questions? Yeah, before we end the call. Yeah. Yeah, so maybe for that one mom, it could be that your ISP is making some changes on their back end because I also received a call earlier, ma'am, from Spectrum, so yes, like a similar issue like yours. Yeah, they lost their internet connection after Yeah, I but that one I believe it's after the outage on their area. Because in your case, like I believe your ISP is making some just some changes on their back end. Yeah, so sometimes the router will kind of having hard time like
86:00
Speaker 2
Okay. All right. So you're changed. Is there anything else that we need, Bill? Are we done? [silence] He wants to know if you have any inkling as to what would have caused this. Oh, okay.
86:00
Speaker 1
I'm the settings. So, yes, we can see it just turns white. Oh, right. Yeah. Actually, if they update the firmware. Yeah, it's being done by their engineering team. So, yeah, the frontliners, yeah, the frontliners might not be able to notice it. But it's just they will just run it on the background. Just like what Linksys do. Yeah. They push the update. So, yeah, they will do it in the background. So, you might not even notice that they already update the modem. Okay.
87:00
Speaker 2
Well, I know there was there was. Yeah. Well, there was something that came across that said that Spectrum was, I don't know if they were making a change back end, because it didn't say that. It just said that there was that spectrum was going to be the spectrum app was going to be down until, you know, the whole day, basically. So, that would be. So. Okay. Okay. So, he thinks it might be something in the background that they're making changes on.
87:00
Speaker 1
Yes. I just maybe an update, not like a major changes, because your modem stay solid blue, which indicate that it's online. Maybe just an update, or minor update on the end. Okay? Yes, ma'am. Okay. So, yeah, thank you very much, ma'am, for your time and patience in answering the call. I know it's already late. in your end, so you cannot pick your phone. You're welcome, ma'am. And you too, ma'am. And once again, my name is Paul from Linksys Customer Service team, have a great day and stay safe always. Bye-bye. Bye.
88:00
Speaker 2
so okay okay okay okay okay all right well then we're we're back up and we're good to go all right okay well thanks for your patience I appreciate that okay you have a good night okay you too bye bye
88:00