V2 Rubric Detail — 4c4a6d76-73d3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:57
Duration
100m 25s
Contact
Phyllis Collins
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135175
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall73.6% (+27.6)

V2 Grader Summary

The agent conducted thorough, technically accurate troubleshooting using appropriate tools and maintained ownership throughout. While the issue was not fully resolved, significant progress was made — including successful node reset, UI access, and Wi-Fi reconfiguration — justifying a Partial Resolution outcome. Escalation was not yet warranted as L1 procedures were still in play.

V1 Case Analysis

Customer unable to access router UI or pair MX2000 mesh nodes; attempted IP config, reset, and 5-press pairing; issue unresolved; ticket 00135175 created; advised to call back.

Troubleshooting Steps
  • Collected model and serial number; attempted to access router UI via 192.168.1.1.
  • Guided customer through Windows ipconfig to locate default gateway.
  • Instructed 15-second factory reset and 5-press pairing method on MX2000 nodes.
  • Had customer connect to Velop setup Wi-Fi and create new SSID/password.
Key Observations
  • Agent provided conflicting IP address guidance (192.168.1.1 vs. actual gateway 192.168.1.254), causing confusion.
  • Customer expressed frustration and requested callback; agent failed to acknowledge emotional state or summarize progress.
  • Agent correctly applied 5-press pairing method for MX2000 but did not confirm firmware compatibility or success criteria.
  • Agent eventually issued a ticket number but did not clarify escalation path or expected follow-up.
Positive Highlights
  • Collected essential device information (model MX2000 and serial 50D10M27C08619) early in the call [08:00].
  • Correctly identified the need for a factory reset and applied the 5-press pairing method for MX2000 nodes [34:00–48:00], which is valid per KB (universal_5press_models.md).
  • Issued a ticket number (00135175) for follow-up, ensuring case tracking [99:00].
  • Guided customer through ipconfig to identify actual default gateway (10.125.1.1) after topology change [64:00], demonstrating correct diagnostic intent.
Agent Errors / Gaps
  • Repeatedly instructed customer to use 192.168.1.1 despite ipconfig showing default gateway as 192.168.1.254 [21:00–23:00, 26:00–27:00].
  • Confused Ethernet connection flow, instructing customer to disconnect cable from computer instead of router [50:00–51:00].
  • Failed to acknowledge customer frustration or provide empathy after customer stated 'I'm not understanding all of this' and 'I've got a headache now' [96:00].
  • Did not summarize troubleshooting steps or clarify next steps beyond issuing a ticket number.
  • Provided overly verbose and disjointed instructions, leading to loss of call control and customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with 'router not found' error and no confirmed internet access despite extensive troubleshooting.
R2 Met Diagnostic thoroughness conf 95%
Agent performed systematic troubleshooting: verified physical connections, used ipconfig to check gateway, factory reset nodes, applied 5-press method, accessed local UI, reconfigured Wi-Fi settings — all appropriate for mesh setup failure.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path regardless of warranty status; no indication the device was out of warranty, and best-effort support was provided consistent with in-warranty expectations.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (no internet via extender), confirmed model (MX2000), checked ISP (AT&T), assessed setup state (solid blue lights), and logically progressed through diagnostics including gateway verification and node reset.
T2 Met Appropriate tools / resources used conf 97%
Appropriate use of ipconfig, local browser access (192.168.1.1), factory reset, 5-press pairing, and Wi-Fi reconfiguration — all correct tools for the issue at hand.
T3 Met No misinformation conf 92%
Technical guidance was accurate: correct default IP (192.168.1.1), proper 5-press on MX2000 (supported per universal_5press_models.md), and correct reset procedure. The 192.168.1.254 IP was the AT&T gateway, not a Linksys error.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained control but used vague hold times ('three to five minutes') and failed to set clear expectations about resolution timeline despite customer’s time constraints.
C2 Partially Met Confirmed understanding conf 88%
Agent used repetitive phrasing and technical terms like 'default gateway' without consistent simplification, though did guide customer through each step with confirmation checks.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed hands-on troubleshooting, did not transfer, and offered ticket number for continuity.
O2 Met Proactive follow-through conf 94%
Agent provided ticket number (LTS00135175), confirmed callback window (until 11 PM), and invited customer to resume with same agent using ticket — clear next steps given.
O3 Not Applicable Closure confirmation conf 95%
No prior contact history indicated; this appears to be first interaction about the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 91%
Escalation was not warranted because L1 troubleshooting was still progressing and had not yet exhausted all known procedures; agent was actively working resolution path.
E2 Not Applicable Escalation prep & handoff conf 91%
Since no escalation occurred and none was required at this stage, execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but did not explicitly acknowledge customer’s two-week frustration or impending meeting; empathy was present but not personalized.
X2 Partially Met Tone & rapport conf 87%
Agent adjusted pacing slightly when customer expressed confusion, but continued with detailed technical steps without fully matching customer’s overwhelmed state.
X3 Partially Met Overall experience conf 85%
Customer repeated some information (e.g., model, serial), but agent avoided unnecessary holds and streamlined steps where possible given remote constraints.
Call Transcript168 turns · 178 lines
Speaker 1
Well... [silence] Okay, I can barely hear you. [silence] Yes. Yeah, I can hear you better. Hello.
00:00
Speaker 2
Welcome to Linksys support to ensure quality service. Your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. Hi, thank you for calling. This is This is G. How can I help you today? Okay. I can barely. Hello. Sure. Yes. How about that? Is it fine now?
00:00
Speaker 1
Yeah, can you hear me? OK, we have a simply safe system, but they install these uh, lynksis extenders. But we're having trouble with these extenders. And every time we try to log onto it, they say to for some reason needs to be updated or something. I have two. I have two. Let me see if I can be able to read the number on the bottom.
01:00
Speaker 2
Okay, yes, hello sir. Yes, yes, loud and clear sir. How can I help you sir? Okay. How many extenders you have sir?
01:00
Speaker 1
okay and yeah I've got two of them here you know one of each of them okay whether the one let me well let me see if I would you You said it's the serial number? okay yeah okay I got it it's 5 0 d as in david 1 0 m as in mary 2 7 c as in cat 0 8 6 1 9 [silence]
02:00
Speaker 2
may I have the serial number? yes sir? may I have sir the serial number of the points of the exenders please? just one for now sir [silence]
02:00
Speaker 1
I have two two yeah yeah I think that's all I have is two yeah the one that's next to the modem yes the white oh the right indicator on both of them are blue as far as the color yeah but we're having trouble the cameras for simply say [silence]
03:00
Speaker 2
Okay, got it. Thank you. How many notes do you have in total, sir? How many standard, sir? Two. Yeah, well that's good. Youron, blue light on the top of the device means it's ready for setup. So you can't get internet connection from it, right? [silence]
03:00
Speaker 1
No, no, we've had these uh maybe a year or so and everything was working fine until about uh two weeks ago. Okay. My number is two eight one six two oh zero five nine seven. [silence]
04:00
Speaker 2
is this the first time you're using this device sir
04:00
Speaker 1
AT&T. Right, right. But we're having trouble logging onto the Linksys network and getting things to work, okay? My name is Anthony. Well, my
05:00
Speaker 2
okay. Who is your internet provider, sir? AT&T 0K. so you have yes, sir. You have internet connection from your AT&T modem. okay. So yes, sir. Well, I'm still checking on the exact unit, sir. I'll just need a ticket for you here. Let me start with your first and last name, please. [ silence ]
05:00
Speaker 1
The Simply Safe account is under my wife's name. Okay, so I can give you her name. Her name is Phyllis C-O-L-L-I-N-S. Phyllis Collin. You can use my email, which is my last name, Collins C O L L I N S underscore Anthony A N T H O N Y, words of the year g a M E L T P.O T P-C-C. At game dot com. So two G's at the beginning and the end.
06:00
Speaker 2
Okay, and her last name, sir. Collins. Collings. Okay, and how about her email address, sir?
06:00
Speaker 1
you. Okay. Yeah, that's correct. Yeah, maybe. Okay. The Yo YO Yeah Yeah Yo Yeah. [silence] Yeah, maybe. Okay.
07:00
Speaker 2
Okay, let me repeat, sir, if your last name, Collins, underscore your first name, Anthony, at the T.net. Okay. Okay. Okay. Okay, okay. For this concern, yes, sir, may I know if you have a computer, or maybe an iPad that you can use?
07:00
Speaker 1
Yeah, yeah, I mean, I'm at my computer right now. You're saying what? Yeah, yeah, that's right. I have two of them. Yeah, it says mx2000. Uh-huh. Uh-huh.
08:00
Speaker 2
Yeah. Okay, sir, this, uh, your router is sir is an MX 2000. And you have the same model, right? You have, uh, uh, say, same, same model number, right? You have two, two nodes, right? Okay, yes. Okay, so for this troubleshootin', sir, what we will do is get to the user interface of your router for us to know uh, why you're not getting internet uh, this uh, notes. Okay, um, sir. Um, so on your computer, may I just ask, sir, did you try to do a reset or a
08:00
Speaker 1
[silence]
09:00
Speaker 2
Uh-huh. Okay, so can you do this here? It seems that you already created a a a created a WiFi name for your devices, right? How feel?
09:00
Speaker 1
Okay, wife's email and we have a password. Okay. okay, you are you still there? Okay, what do what do I do? Okay, are you still there? Okay, what do I do? I'm not sure what what I need to do to get this system to work. Okay. Yeah, let me check it again. Yes, he's got a solid blue. Yeah, on both of them.
10:00
Speaker 2
Yes, yes, sir. Yes, yes, sir. So, first thing that we uh we need to do, sir, you mentioned that your nude share has a solid blue light on the top, right? Mhm, okay.
11:00
Speaker 1
Yeah, maybe we can get this. Yeah. Uh-huh. Yes, I'm looking at my computer. Yes, yes. No, no, no, it's a Windows computer.
12:00
Speaker 2
Okay, sorry. I'll just need to further check on this one, sir. And, um, Okay. Were you able to check? Yes, sir. You have your computer with you, right? What is this computer, sir? Yes. What is this computer? Is this a Windows computer, sir, or a Mac computer? Okay, so can you
12:00
Speaker 1
Yeah, it is, it is, it is. I'm on the internet. Okay, I'm at Google. No, AT&T. Right.
13:00
Speaker 2
Make sure sir. Please make sure that that the computer is connected to your Wi-Fi network. Okay. [silence] Is it now connected? Sure? Okay, okay. You are on. [silence] Yes yes, sure. But let me confirm sure. Are you connected to your Wi-Fi from your Linksys or from your AT&T? The AT&T. Okay okay. What is the Wi-Fi name sir of your Linksys? The name you have set up your Linksys.
13:00
Speaker 1
all right the name that's what I'm trying to figure out to link this name okay so is there a way that I can find that okay okay how do I log on to link sister to get this all fixed Right. Yes. Okay. Okay. Okay, so what do I need to do?
14:00
Speaker 2
By default, the Linksys name is underscore velop setup. Okay, so that's what we're actually trying to do, sure. But, yeah, you confirm that you are connected to your AT&T, right? That is why, sure, I'm asking. Yes. Yes, sure. The reason why I'm asking, sure, what wifi name did you set up for your Linksys is that we need to connect to that wifi name for us to get through the user interface of your Linksys. Okay, uh, go to the settings.
14:00
Speaker 1
to the settings of my computer? okay, do I go to a website? okay, okay, let me see where I find settings here. uh, Oh, okay. settings. okay. okay, I see settings. okay. just a second. [silence]
15:00
Speaker 2
[silence] go to Wi-Fi settings of your computer personal settings sir okay go to Wi-Fi sir
15:00
Speaker 1
okay I guess that's under system. I'm looking where it says Wi-Fi. okay now do you want me to try to do that on my phone because oh wait a minute network internet just a second. okay I see Wi-Fi okay I see Wi-Fi. no I don't remember that. I don't remember. okay so I click on this Wi-Fi to see what's available here. your Wi-Fi. see if this
16:00
Speaker 2
Okay, okay. Do you remember creating a name here for your links or not? Okay. Can you try to check here if you can see a vowel set up Wi-Fi network? Yes. Yes. [silence] [silence]
16:00
Speaker 1
okay. see if there's any other show available networks. okay. yeah, I see one here, it says linksys. yeah, do you want me to click on that? okay let me see. and it says, what it says is connect automatically, I just, well, uh, well I don't want it to connect automatically. I'll just try to connect this time. okay. see it, now it's saying, it's saying to, uh, enter a password. I'm gonna put the password that we have. just a second.
17:00
Speaker 2
What's the name sir? The name says Let's try sir if you can connect [silence]
17:00
Speaker 1
Oh, nice. It's saying that the password is incorrect. Yeah. Of what connection? Oh, yeah. Yeah, yeah. I'm connected by ethernet now. Yes, yes.
18:00
Speaker 2
Okay, so it seems that that Linksys Linsera is not your Wi-Fi network. So, is this computer you have, sir, capable of Wi-Fi wired connection? Why not your Wi-Fi? Why a wired, sir? Just connect it via Ethernet. Eh? It can? Ethernet, okay. Is it possible that instead of connecting this one directly to your AT&T, can you connect it to your first Linksys now? [silence]
18:00
Speaker 1
yeah okay okay so yeah i can i can click on this link says right now okay yeah i'm connected I'm connected with the uh ethernet card so what what do i need to yeah what do I need to do right right right okay okay okay i see that yeah
19:00
Speaker 2
[silence] I know. Ethernet cable, okay. Okay, uh go to the bottom of the screen, sir. You have there a search tab, just besides the uh four squares. The start menu. Okay. On the search tab, sir, search for CMD Charlie Mother Delta. Okay. You will see there command prompt. Click on command prompt. Okay.
19:00
Speaker 1
Uh-huh. Right. I T, IP as in Tom. IP config. Okay. Okay. IP config. Okay. [silence] Okay. Yeah, I see that. Yeah, I see that. [silence]
20:00
Speaker 2
okay. on the command, prompt sir, the black screen. you have there this um, yes. you have there an option to type anything, right? can you type ipconfig, IPconfig? [noise] uh, no sir. paul sir. P for paul. config. Okay. yes. this is all lower case here. okay ip config that's it sir press enter okay. and you will see there all the information like IPV4, default gateway, subnet mask.
20:00
Speaker 1
yeah I see it I see it here 192 dot 168 dot 1 dot 254 uh a web browser okay uh-huh okay wait a minute okay let me let me copy that and then
21:00
Speaker 2
OK, sir, can you look for the default gateway please? What's the number sir? 192.168.1.1, right? Can you open a browser sir, please? Yes. OK. On the address bar, kindly type those numbers, sir. The 192.168.
21:00
Speaker 1
Wait a minute. Well, yeah, it had a lot of other information before those numbers. Do I do all of that or just the 1 9 2? Because it's... Oh. Oh, okay. Okay, let me, let me copy this. Well, okay. Okay, just a second. Let me, let me type this in. Okay, 1 9 2 dot 1 6 8 dot 1 dot 2 5 4 and hit enter. Huh?
22:00
Speaker 2
I'll give it to you, sir. Just let me know. Mm-hmm. Mm-hmm. Just the 192, sir. 192. Just the 192-168-1-1. [silence] Oh, it's 1.1, sir. It ends with 1.1.
22:00
Speaker 1
no, no, it's only, you know, where I thought it said 1.254, 192.168.1.254 192.168.1.254, Okay 192.168.1.254 and didn't hit enter.
23:00
Speaker 2
192.168.1.1 that's what it says. Sir, on your, is this the default gateway or the IP address? Oh, what? 192.168.4. Okay. Can you try, sir? Let's try that. Um, type those numbers, sir, on the address bar of your browser.
23:00
Speaker 1
Okay, yeah, yeah, yeah, it says it says AT&T. Yes, yeah, yeah, it's still on yeah. Okay Well, you know, I'm plugged into the Ethernet, but you say to turn off the Wi-Fi.
24:00
Speaker 2
Yes. Let me know sure where you are about it. OK. Okay. Sure. Your computer is still your Wi-Fi. Sure. On your computer is still turned on, right? And connected to your AT&T. I see. Okay. Sure. Can you turn off, sure, the Wi-Fi of your computer? There's a button to turn it on and off. Yes. Yes. Sir, because what it's getting right now, sir, is the AT&T page, which means, sir, that it's possible that even though you're connected wired, it still detects the the connection between the modem and your computer.
24:00
Speaker 1
Low radio volume. Well, let me just turn the off the Wi-Fi. OK, Wi-Fi is off. OK. OK, I turned off the Wi-Fi. OK?
25:00
Speaker 2
[ silence ] uh-huh, okay, open a browser again, sir. Let's get the other IP address.
25:00
Speaker 1
Okay. Okay. Okay. Do you want me to do that IP, uh, confit? Yeah. What do I need? O. Okay. Okay. Okay. What numbers? Uh huh. Okay. I got it. I got it. 2 5 4. Boy, it's still saying A&T Teehere.
26:00
Speaker 2
Okay, so it's - let me know if you're ready to write it down. Um, no need, no need, sure. How about open a browser, a new browser. Okay and try this number, sir, type this number on the address bar at the top. Yes, 192 dot 168 one one one.
26:00
Speaker 1
Okay.
27:00
Speaker 2
Okay, right. Let me just uh, ask for, uh some other resources for this one, sir. And, um, can you. Uh while we wait, sure. While we, I'm sorry. I just need to place you on hold for uh, three to 5 minutes. While we wait, sir. Can you please, um, make sure. Check on the cable, sir. If you are really connected to your Linksys Wi-Fi. And then do the I P config again. Okay. Yes. Okay. Okay. Let's can you do that one for please? I P config. [ silence]
27:00
Speaker 1
It says, "Ethernet adapter" and it still says "192.168.1.254." Oh, yeah. Yeah. Well, yeah, that's what it says for the default gateway. Okay. Well, it's a, one's, here's a two-story. So, one's here up on the, on the second floor. [silence] and one here down on the lower floor. [silence] So there's two adapters here. [silence] So I just have to choose the right one out of the two. Okay. because these two IP addresses are the same. [silence] So, I gotta use the right IP. Yeah, but that's what I have to go off of. And another way to check is go into your web browser. Okay, and we'll need this information here. [silence] So, just the IP address. So I just went into my web browser and typed in 192.168.1.254 - seconds. And this is what came up. Okay. It's asking me for a user name and password. Well, there should be a sticker on the back of the X10 that says "the default username and password" right on there. Mm-hm. but there isn't one on here. [silence] So I'm not using the default. I'm probably not using the default X10. [silence] I ordered the user manual. [silence] It's the right one and the number one that says the default is admin, and the password is left blank. So, let me try that and see what happens. I just put that into my web browser again. Okay. The user name, admin, and password, blank. It's working. Okay. [silence] Oh, I came up with it. Okay. See, page one has put in "Comast homepage" in the display picture link. Yes. Okay. What do I do now? I guess click on explorer. the other one is on the bottom floor? yeah that's correct yeah that's correct yeah okay let me I have to go get it just a second yeah that's fine okay okay
28:00
Speaker 2
Okay. Okay. Uh you only have two noads, right? I mean one parent, one child. Yeah. Okay. Uh sure, I'll ask you yes I would ask you to uh to get that other node to it right next, or plug it right next to the main main router. Sure. Yes. Sure. Um will it be okay while you get the node? Uh can I put you on hold for two to three minutes? Okay, sure. I'll be right back after two minutes. Okay? Just stay on the line. Sure. Okay. Okay. [silence] [silence] Okay. Thank you. Sure.
29:00
Speaker 1
Yes, uh-huh. Yeah, I put it and I plugged it up and it's within within a couple of feet of each other. Yeah, they're close to each other. I plugged it up. Yeah, they're they're close to each other. Okay. Okay, just to say, okay, wait a minute. Uh wait a minute. Something came loose here. Okay.
34:00
Speaker 2
hello Sher yeah hi hi Sher thank you so much for patiently waiting so how was it your were you able to get the other node a a a a couple of UM okay okay yes that's good sir okay so what we will do sir is we will reset your two nodes and start with start with the parent node sir there's a reset button underneath the device or the node press and hold it for 15 Uh-huh. 15 seconds, sir. Okay. And while we wait for the first node sir, do the same thing on the second node. I'm sorry, did it turn off sir? Yes, sir, did it? [silence]
34:00
Speaker 1
didn't turn on. No, it didn't turn off. The blue buttons, the blue buttons just turn on. until the light turns off. Okay, just a second. Okay, now it's turned red. Yeah, turned red. Okay, well now this one is showing red also.
36:00
Speaker 2
I did it turn off. mmm. okay. I see it. can you do it again, sir? press and hold until the light in the top turns off. yes. okay. okay, that's good. okay, sir. yes, sir. that's good. so do the same thing, sir on the other node. press and hold until the light in the top turns off. yes, yes sir, but haven't uh you did not do a reset yet, sir. [silence]
36:00
Speaker 1
No, no. Do the same thing? Okay, it's all... Okay. Okay. Okay. Yeah, then, now, the other one, the child, it came on and it's blue, but the other one, the parent, uh, it's kind of a purple color, it's not blue yet. Yeah, it's kind of a purple. It's what?
37:00
Speaker 2
So please do the same. Yes, press and hold for 15 seconds, the reset button. Okay. Okay, so let's just wait for the [silence] It's purple and steady, sir. Okay. Okay, that's good, sir. That's okay. Let's just give it a few seconds more and then we will
37:00
Speaker 1
well, yeah, it's still, yeah, it's not, it's not blue yet on the parent. yeah, it's perfect. yeah, it's purple, yeah. the settings on my phone or my laptop, okay, okay. so let me go to settings here. okay. I see settings. yeah, I got setting. wait a minute. wait a minute. settings. and then, uh, Oh, yeah, I see Wi-Fi here. it's off. it says that it's
38:00
Speaker 2
okay structure on your phone your phone's settings if you can see its own wifi name okay so okay but it's just really under your phone your settings um okay let's go ahead with the laptop you have wifi so this is
38:00
Speaker 1
It says it, that it's on. Uh, okay, wait a minute. Okay, available, let me see what's available here. Okay, well, nothing, oh, available, okay. Okay, I see Velip., it's got, yeah, I see two of them. I see Velip. Setup, okay. How come?
39:00
Speaker 2
So your, your, your, your, Wi-Fi is off. Turn it on, sir, please. Just, yes, just for now. Mm-hmm. Okay. On the list of available Wi-Fi networks, sir, can you look for the name - setup. Okay.
39:00
Speaker 1
Yeah, yeah, still connected by... Yeah. Okay. Okay. Okay. OK. I turned it off. Okay. Okay. OK. OK, let's see here. OK. I will men Pi pi con fee, OK. OK, I did that?
40:00
Speaker 2
okay, that's good sir. So since your computer, I believe it's still connected via ethernet sir, right? Okay. Okay sir, can you turn off sir, again the Wi-Fi of your computer? Just to be sure that we are only connected. Okay now sir, can you do the IP config again? Okay, and what is the default gateway sir?
40:00
Speaker 1
wait a minute, where it doesn't show what do I have to type in there? because it says uh okay, IP. okay. Okay, yes. Yes. Yes, it's the same thing. the 192. But they have some different. 254. Uh-huh. Yeah, it says in Ethernet adapter Ethernet. yeah. Okay, what are you asking me?
41:00
Speaker 2
[silence] IP config. [silence] Okay. And [silence] what's [silence] okay. [silence] 0.168.0. [silence] Okay. Uh the least you are looking at the TV4. [silence] Okay. [silence] Ethernet adapter and [silence] the default gateway.
41:00
Speaker 1
Yeah. It says the same thing. 192.168.1.254. Huh? Swap the nodes. Okay. Okay. Okay. Okay. Yeah, yeah, both of them are purple now. Oh, okay. Okay, so I, uh, okay, I'm gonna swap the nodes here. Okay.
42:00
Speaker 2
Okay sir, okay, can you do this one instead, sir? Can you remove the old parent node, sir? And replace it with the child node, like swap the nodes, Yes, the child node sir, connected to your modem. Remove the old parent node. Yes, yes. Which means ready for setup, sir. Mhm. Okay, so um, let's wait for the node, sir, to go study purple? again. Yes,
42:00
Speaker 1
Yeah, that's right. Yeah, that's right. Okay. Okay. No, it's still flashing blue. Okay. Okay. Okay. Well I I sure I appreciate your help because we need to get this to work.
44:00
Speaker 2
So the child node sure uh the previous child node is not your parent node, right since you swapped it. Okay. Okay, please let me know sure if the light on the top of your parent node turns Teddy purple again. [silence] Yes. [silence] You just give it a couple of minutes more sure and let me know if it's purple. Mhm. Yes, yes sure we we will make it work sure.
44:00
Speaker 1
Okay, yeah, it looks like, I know the child is purple. Yeah, both of them are purple. My computer. No. Okay. How do I do that to make sure that it's, uh, what do I do here? You said to make sure it's connected. Okay. Yeah, my Wi-Fi is still off. And I'm still connected with the Ethernet cord on my laptop. So what should I?
45:00
Speaker 2
okay, and is your computer connected to the new parent node, sir? yes, connected to the new parent node. okay. Okay.
45:00
Speaker 1
On the inner, yeah. Okay. Yeah, it says the default gateway. Right, yes, it's the same. uh huh. On the new parent? You know, we've switched them, we switched them, okay? So the new one Oh the new, Okay. Okay. One, two,
47:00
Speaker 2
still one that That ends with comm161 Okay. Sir, can you do this on instead, sir? Underneath the parent node or the new parent node you have a reset button, right? Mhm. Yes. Yes, yes, sir. There is a reset button on the new parent. Go ahead, sir. Okay, there's a reset button, but you don't need to press it and hold it. What you need to do, sir, is to press and release the reset button five times. Not too fast, not too slow.
47:00
Speaker 1
Three, four, five. Now it looks like. Okay. Okay. yeah I hope we don't have this problem again. You know, okay. Let me look again. It's kind of, it's a flashing it's almost like a white color. like a white color.
48:00
Speaker 2
Okay, what's, yeah, that's good, sir. So let's give it three to five minutes here to boot up. We will expect you to see a blue light on the top of the node. Hopefully, yes, hopefully, sir. So what's the light on the top of the parent node, sir? Thank you.
48:00
Speaker 1
Okay.
49:00
Speaker 2
that's okay sir that is uh still booting up sir uh that is actually trying to connect to your parent node okay so can you disconnect the ethernet cable sir from your linksys do not connect it to anything and then from the linksys okay disconnect disconnect you please disconnect do do disconnect just disconnect stuff which one sir are you trying to connect
50:00
Speaker 1
have the in. the Ethernet card is plugged into the the the slot that says internet but they have four three other slides sockets that says Ethernet. I want to make sure it's plugged into the right one. So do I just disconnect this from the internet? You want me to take this the Ethernet card out of here, right? Hello? Yeah. Do I different? Okay, I took it out. I took the Ethernet card out. Yeah, it should still be on.
51:00
Speaker 2
Okay. Hello, sir. Yes, yes. Okay, sir. So, open the - turn off the Wi-Fi, sir, of your computer.
51:00
Speaker 1
Okay. Oh, is it on the on the node itself or how do I find that? Okay. Okay. Well, did I find that? I guess I know go through, um, oh, yeah, uh settings on settings. Yeah. I got settings. Yeah. did I see, uh, Wi-Fi. Well, well, okay. Wi-Fi networks turn Wi-Fi back on. Now I'm looking for
52:00
Speaker 2
Look for the Velop setup Wi-Fi names here. Underscore Velop setup. The, from the new parent nodes here, not from the old parent note, okay? Yes, yes. Uh, that, on the list of available networks here on the computer. Uh-huh. you you you already found that one earlier sir. Yes, network and internet. Uh-huh. Other network. [ silence ] To connect another Velop node, i'd need to connect to the Velop setup network. uh-huh. Mhm.
52:00
Speaker 1
Networks and Wi-Fi. Okay. Manage known networks. Okay. Yeah, that's what I'm trying to find. I'm trying to find other networks.
53:00
Speaker 2
go to other network or available network.
53:00
Speaker 1
it says here it says turn Wi-Fi back on do you want me to turn Wi-Fi back on okay so don't show available networks okay okay okay so I see it now so I see one that says Vellep SD2D okay what I see here it says Vellep
54:00
Speaker 2
No way, uh, available networks. Oh. Yes. Yes, sir. It's still turn off sir, turn it back on. And then you will see the available networks. Yeah, I think that's the Wi-Fi name sir, because the other one ends with a 2d. Don't look for the a 2d sir, look for the other one sir, the not the a 2d. [silence]
54:00
Speaker 1
set up the number one and then FD. That's what I see. Okay. Okay. Okay. okay, yeah, it asked for a password. Uh, which password did i use? Uh-huh. Oh. Oh, okay, let me, let me try to find that. Okay. Let's see if I can find it. Okay, yeah, I see the password for the new parent, okay? Okay, so it's nine six seven, nine five, one. Okay. Okay, so that should be the correct password.
55:00
Speaker 2
OK, can you connect to that Wi Fi name, please. Tap on the Wi Fi name, sir. It will ask for a password. Well, Underneath the new parent notes, you have their the Wi-Fi name, the serial number, and the password. OK. Yes.
55:00
Speaker 1
A.S. Zero. OK, I typed it in. [silence] Okay, still checking network requirements. OK. [silence] It says, it says no internet. It said, yeah, under that develop. Setup one FD. It says no internet secured. Oh, wait a minute. I guess it's okay. Now I guess it connected. okay because it's got a disconnect button here, so that means that it's connected. Okay. Let's see here. Okay, well, Oh. Okay. [silence]
56:00
Speaker 2
Okay, well, that's good to know. Can you do the IP config again?
57:00
Speaker 1
Okay, okay, yeah, I did that, but it still says the default gateway is that same number. It says 192, that 168, that one, that 254. Yeah, yeah, yeah, yeah, it still says that. Okay. On the address bar, you're talking about only to, you're
58:00
Speaker 2
1980 1968
58:00
Speaker 1
OK, you said type that on the new browser? Oh, OK. [silence] OK. Yes, it came up, it still says ATT. [silence] OK. OK, do I [silence]
59:00
Speaker 2
yes, yes. Mmm. I see. I see. Uh, sir, it seems that we need to disconnect, sir, your, um, Ethernet cable, but let me just check on that. Can you give me another two to three minutes, sir?
59:00
Speaker 1
Because my, the Ethernet is still connected to my laptop.
60:00
Speaker 2
[silence] [silence] Yes. Yes, please. [silence]
60:00
Speaker 1
hello? Are you still there? Okay. Yeah.
61:00
Speaker 2
Yes. Yes sir, still here. The ethernet cable is now disconnected, totally disconnected uh from your computer and to your uh router. Okay.
61:00
Speaker 1
Yeah, both of them, yeah. There's no Ethernet. Okay. Okay. Okay, IPconfig. Okay, now it's saying this site can't be found. Uh, yeah, I was, I was using Google. Oh, well, let me see. I think the, uh, I, okay, so I don't have internet right now. It says no internet access cuz it's it's on that, that it says developers setup 1P.
62:00
Speaker 2
Okay thriller. Yes. [silence] Uh huh. Uh huh. Hmm. [silence] Yes. Because [silence]
62:00
Speaker 1
Yes, it's saying no, no internet. It tried to connect to that that develop setup one FD. Yes, it says no internet. No, no, I disconnected it. Okay, wait a minute.
63:00
Speaker 2
Okay, but no internet connection. Okay, sir, is there still, an ethernet cable, sir, from the back of your Linksys is connected to your AT&T box. Okay, so, Sir, can you do another I.P. config and get the default gateway, sir.
63:00
Speaker 1
Okay. Now this time default wait, yeah, default gateway is different now. Yes. Yes. It says 10. Yes, 10.1 25.1. Okay. Yes. 1.1. Okay.
64:00
Speaker 2
Okay, that's good. What's the default gateway? Okay, sir. That's good. Okay, can you open a browser? Type that number sir on the address bar. Yes. [silence]
64:00
Speaker 1
okay, 10.125.11.1 okay. Yeah. Okay. okay. No, it just says, why am I getting a warning? Yeah, it says, why am I getting a warning? Continue. Okay, I see it.
65:00
Speaker 2
Okay. That's good. There might be some IP conflict. Ear. Earlier, the reason why we can't get through a user interface. But anyway, sir, we will set this one up before. Are we reconnect? The ethernet cable sir. Okay okay, so Lynx is 'this' what's the exact page, sir? Does it Is it the warning page? Yes. It's a warning page sir. Please scroll. Down, sir. Look for the continue button, please.
65:00
Speaker 1
That's right. Okay. Proceed to the, okay, it says unsafe. Okay. Okay, I did that. And then it says download the WinCSIS app for setup. Well, I guess, do I do that on my phone? It looks like I have to do that on my phone. No. Okay. Okay, okay.
66:00
Speaker 2
well okay so next page will be your connection is not private yes you have there an advanced button sir click on advanced and then proceed to unsafe no need to no need to no need to we don't need to do that how about tap on the picture of the phone sure you can see on your computer screen
66:00
Speaker 1
okay, it says waiting, okay. I'm going to get an access router. Okay. Hit sign in. Okay. Okay, it says we've updated our password requirement to be secure, so please create one. Okay. Uh, this is the login to Lynkis, right? Okay. Uh, let me try this. Where do I put this new password? Where? Create a new password. Okay. Okay. Okay. admin password. Do I put it in there where it says admin password?
67:00
Speaker 2
Okay, that's good, okay, so by default, sir, that will be admin all lowercase, just a D M I N, yes.
67:00
Speaker 1
It says choose a new password. Okay? At least 10, let me see if that's 10. Yeah, that's 10, I'll make sure it's correct. Okay, and then it says hit the reset button.
68:00
Speaker 2
Okay. Yes. Please create a password for your for your login, sir. um, yes.
68:00
Speaker 1
Okay, I'm on a page, okay, right now it's got these little boxes where it says no internet connection. Okay, what do I do now? Yeah, it says, uh smart Wi-Fi tools, tool, uh huh. Huh?
69:00
Speaker 2
Uh huh. OK. Um, you are on what page, sir? W-F-I. That's good. OK, yes, sir. That's good. You are on the settings of your link, sis. OK. So, uh, kindly scroll down, sir, all the way to the bottom of the page. And look for, yes, please look for the CA letter on the bottom of the screen.
69:00
Speaker 1
the C a you know when I scroll not to the bottom See, hey. Oh, okay. You since it very. Yeah, where it says in user on the beginning. And. Yeah, do I click on that California? Click on CA? Okay. Okay, what what happened? Okay.
70:00
Speaker 2
Yes. Yes. and user license agreement. Yes. yes, exactly sir. yes, please. Okay, the page will reload sure for maybe two seconds and then the we will the Wi-Fi settings, your Wi-Fi settings that's on the left side of the screen.
70:00
Speaker 1
Okay, wait, wait a minute. Now, what do I do? It says on the left side. It says smart Wi-Fi tools. Okay. Okay, and what do I look for? Wi-Fi, Settings. Okay, I see it. Okay. Right, Wi-Fi Settings. Okay, yeah, I see this, this, this page.
71:00
Speaker 2
Ah, yes, Smart Wi-Fi tools. Okay, kindly look for Wi-Fi settings here on the left side. Yes. Okay, once you tab on Wi-Fi settings, you will see the, um, okay, you will see the Wi-Fi name, password, security mode, right?
71:00
Speaker 1
Okay. I'm, I'm not understanding what you said. It's, it's got two of, it, it says, it's got one that says wireless across the top, ICE filtering, Wi-Fi protected setup and advance. Uh-huh. Right, right, right, right, okay, okay, wait a minute, so you're saying I need to change, change that, that, that, .
72:00
Speaker 2
It's okay. So, on the way to setting your under wireless, can you change or you can now create your your own way to network. Mm-hmm. [silence] Oh, yes, sir. [silence] Yes, yes, sir. [silence] Under wireless, sir, if you check below, you have there the Wi-Fi name, [silence] Velop setup and its password. And you have two names, exactly the same. Both the [silence] Okay, sir. You can change the name now, sir. Change it into your preferred Wi-Fi network before we reconnect your ethernet modem to your devices.
72:00
Speaker 1
my preferred Wi-Fi network. Well, I thought we were using the links, link sys network. Okay, yeah, I'm getting confused now. Oh, right, right.
73:00
Speaker 2
Yes. Yes, sir. Change it into your preferred Wi-Fi network, sir. Uh, no, sir. We will, uh, you have to create your own Wi-Fi network for you to confirm or for you to know, sir, which one is for the Velop and which one is for your AT&T. Okay. Uh, so right now, sir, the name of your network is still under Velop setup, right? Okay. So, once we change it, sir, you will, uh, you will know which one is for your Velop and for your nodes and for your AT&T modem. Because your AT&T modem also provide a Wi-Fi, right?
73:00
Speaker 1
Right. Right. Yeah. I'm trying to, OK, can I just call it Linksus? OK, so I just type over this. So, where it says 2.4 gigahertz band Wi-Fi name, I get rid of this vellop, right? OK, and,
74:00
Speaker 2
Okay, so uh what name do you have before sir? Which uh we uh we were not able to re uh to connect to that b bf um earlier because you don't know what's the name right? Okay. How about you create? Yes sir. You create your Wi-Fi network, sure. Your personalized Wi-Fi network only for your link sis. Do not uh use the same Wi-Fi name sure for your ATM P, for you not to be confused. Yes, yes, your up to you sir. Yes.
74:00
Speaker 1
Yeah. Okay, I just I just named it. You okay? Okay. Oh, this is for the network. But anytime I want to log in to Linu, I use the password that we can create it, right? Okay. Now we need to have, uh, the network, okay. The network, I just called it, uh, Okay, I need a I need a new password, right?
75:00
Speaker 2
OK, same with the password, sir. Create your own password. Make sure to remember this password, sir, okay? Yes, exactly, sir. The password you created the first time will be accessed to your user interface. [silence] Yes, this will be your password, sir, to connect to your Internet. sorry, on your velop mesh, on your velop nodes, remember that password sir, so if you can see sir uh if you can see sir, you have not yet sir. If you can see, there's another Wi-Fi network below sir, which is your 5 GHz. Okay, copy the name and the password sir, put it or paste it on the 5 GHz network. [silence] the
75:00
Speaker 1
okay. okay. okay. okay I've got both of them the same. yeah. no, no it says you're setting up WIFI.
77:00
Speaker 2
[silence]
77:00
Speaker 1
it says for both of them, uh yeah, it says everything's okay. Do you do you want to continue? Okay. It says your router is applying changes. Okay, yes. Okay. It says, you are not connected to your router. Okay. Well, do you want to connect to the Wi-Fi settings? Okay, do I hit do I hit retry or not or go to the Wi-Fi [silence]
78:00
Speaker 2
Yes, go ahead and click continue, sir. OK, click continue or OK for that, sir. And then let me know if you have an error message router not found. Yes, that says router not found, sir. OK, go to the Wi-Fi settings here of your computer. Yes. No need to, sir.
78:00
Speaker 1
Okay. Oh, Oh, wait a minute. Okay. Oh, I, let's see, Wi-Fi settings. Okay, I, I see the Wi-Fi. Do you want me to show available networks or do I go to the AT&T network? Oh, wait a minute. Well, wait a minute. Yeah, yeah, it shows Veffel. Uh, it said, do you want me to connect to the Velop 1? Oh, no, no, no. Oh, yeah, I see it. Yeah, it says, uh, I called it Linksys 1. Okay, connect to that name.
79:00
Speaker 2
um, no, sir. You have to go to show available networks. Uh huh. What name did you set up for your uh, what Wi-Fi name, sir? Okay. Yes, let's connect to that name, sir. I need to type the test password. No, you don't. Because I've already set up the password.
79:00
Speaker 1
okay okay he says enter password and that's the one I just created okay okay I see it's checking network requirements okay
80:00
Speaker 2
Please.
80:00
Speaker 1
Yeah, I guess it's con- Well, I connected to it. It just- that links is one. Okay, what do I do next? Okay, okay, wait a minute. Makes use properties. Okay, what do I need to do? Now we-
81:00
Speaker 2
Okay. Next thing that we will do, sure. If you can remember, sure, we disconnected your ethernet cable from your links to your to your first node, right? Yes. At the back of your linkage router, sure. There's an ethernet cable, right? There's
81:00
Speaker 1
yes. okay. okay. let me go through that. okay. now, this this little page here that says router not found, do you want me to retry that? hit that button? okay.
82:00
Speaker 2
There's an indicated internet port. Okay. Connect the ethernet cable, sir. On the internet port of your linksys And the other end will be on your modem. Your AT&T modem. Not yet, sir. Not yet. OK. Can you? Right now, sir, you already connected your modem, so can you Please open your browser if you can, okay?
82:00
Speaker 1
Yes, I did. Yeah. They're both showing red right now. Okay, wait a minute. I think they've turned blue. Okay, they both turned blue. Yeah, they both turned blue. Now, do I connect the the ethernet back to my laptop? Yeah, I did. Okay. Okay, so so do I still got this sign here says router not found. Do I hit, retry? Do I do re-try? Okay. Okay. Oh, it says it's router not found.
83:00
Speaker 2
Yes. Go ahead, sir. Make sure to connect it to your Lenosis node first, okay? Either the parent or the child. Hmm. Okay. So, since it's already configured, sir, we will check if you will still have the same 10. 125.1.1 or it will change again into a different IP address. Yes. Reconnect. Yes. Yes. [silence] It's still router not found. Sir, can you do another IP config? [silence]
84:00
Speaker 1
Okay. Okay. [silence] Okay. 10.125.1.1. Okay. 10.125.1.1.
85:00
Speaker 2
Okay, it stays the same. That's good. Well, that's a good sign sir. So you can go back to the browser, close the browser sir, and then retype the numbers. Open a browser again, type the same numbers. [silence] Okay, when I leave the order of operations equal to the same code, okay, I go, sir. That's okay. I just have to retype the numbers and see what happens. [silence]
85:00
Speaker 1
. Well, for some reason, it's just going around in circles. Yeah, nothing's happening when I type that in.
86:00
Speaker 2
Oh, so. [silence] Indian Umbrella, uh-huh. Okay. I think there is really a
86:00
Speaker 1
Huh? Uh, no, I... Here, no, I don't have another even ethernet cable because, you know, everything's connected to the right place. I use this laptop every day.
87:00
Speaker 2
Do you have a spare Ethernet cable, sir? An extra, a different Ethernet cable. Mhm. A different Ethernet cable. Yes. Yes, sir. Okay. How about when we connect your computer wirelessly to the link system, using the Wi-Fi name. No Ethernet cable connected. So the Ethernet cable, sir, is just from the modem, to your link system. But your computer will be connected via Wi-Fi.
87:00
Speaker 1
Okay, so I disconnected it's this uh ethernet from my laptop. Okay, I disconnected the watch that ethernet from my laptop. Okay, I did that. Okay. Oh, it's still just spinning around. Oh, wait a minute. Yeah. Okay. Now it says links is uh the warning page. Okay.
88:00
Speaker 2
Mm-hmm.
88:00
Speaker 1
Yeah, with that IP address, it says links this morning page. Okay, okay. So I go down to the bottom and say, it says where it says continue. Okay, I'm aware it says Wi-Fi settings,
89:00
Speaker 2
Okay, yes, that's good's, so let's look in again, sir. Yes. Uh-huh. Still under smart Wi-Fi tools, right?
89:00
Speaker 1
No, no, it says links this, the new name linksus one. Yeah, it's got the new the new uh, uh wfi name. people online. Okay. You still there? Hello? Okay. Yeah, I might have to call you back because in about 20 minutes, I have to go to a meeting. [silence]
90:00
Speaker 2
Yes. Hello, sir. Hello, sir. Okay. Actually, sir, let me just inform you about this. It seems like you're having issues with the ethernet cable that you're using, the one connected from your Linx's note to your computer. But your wirelessly connected nodes sir, these are working fine. So if you have a spare ethernet cable sir, it will be better for you to...
94:00
Speaker 1
well, you know, I haven't had any trouble with this ethernet cable. Okay, Now, Now are you talking about the ethernet cable from from from the modem to the router? well, it's not connected to my computer. No, no, no. Well, no. That that that um the parent the parent motive the parent note has never [silence]
95:00
Speaker 2
Yes, yes, sure.
95:00
Speaker 1
Always connected to my computer. It's always connected to the modem, at&T modem. Okay. Okay, I'm not understanding. I've got a headache now. I'm not understanding all of this. And, okay, but how do I get the get the the cameras to work? [silence]
96:00
Speaker 2
I see, so that's it sure that's the reason why you are we are always getting that 192.168.1.254. So stay just leave it connected to your um parent node via Wi-Fi and that will be all good. Even on your phone, you can connect it to your link to your Wi-Fi network from your NCS. The one you connect that your uh the one you set up for your router. Okay. Okay. Let me make it short. Sure. Yeah, let me make it short. We are all set up now. Sure.
96:00
Speaker 1
Well, I don't know what brand. We have four cameras and this is SIMPLY SAFE. Yes. Yes.
97:00
Speaker 2
OK, for your camera, what's the brand here of the camera? Simply Safe. And these cameras are wirelessly connected, sir?
97:00
Speaker 1
no, right now I can't, I've gotta, I've gotta, uh, I've gotta get ready for a meeting at one o'clock. what number should I call back when I have more time? 'cause we've gotta get this resolved. This has been going on for two weeks with this. okay, I wish I had time, but I don't have time right now to continue to troubleshoot this. okay, I'm not hearing you. Yeah, I'm not hearing you. Yeah, I can barely hear you. Okay, yeah, I hear you now.
98:00
Speaker 2
Do. Okay. Do you want me to take your ticket number or do you want me to provide your ticket number? Oh. Okay. Use the same number, sure. Same number. Okay. No worries. Sure. You can call us back. Uh we're up until 11:00 p.m. Hello, sir? Hello, sir? Oh, sorry.
98:00
Speaker 1
Okay, what number should I call? Uh-huh. Uh-huh. Okay. Okay. What's the ticket number? Uh-huh. Okay. Uh-huh. Okay. Uh-huh.
99:00
Speaker 2
For that, we are open until 11:00 PM, sir. If you have time later on, you can still call us back. Okay. You can use this number, sir. 800-326-7114. Answer. After this is your ticket number, sir. I'll take note of the next troubleshooting that you will do, if you will call us back. Yes. L for Larry, T for Tom, S for Sugar 00135175. Okay. So that's your ticket number, sir.
99:00
Speaker 1
Okay. Okay. Yeah, I've got to get this, I've got to get this resolved. Okay. Okay, I'll call back. Okay.
100:00
Speaker 2
Sure. If you have enough time for the troubleshooting, just call us back. We're open till 11:00 p.m. Okay, sure. Just call us back. Up. Have a good day. Please stay safe.
100:00