V2 Rubric Detail — 4f2c29e2-6e4e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:23
Duration
71m 37s
Contact
Eva Ramirez
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00116070
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 5GHz network is not broadcasting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 - Agent provided materially incorrect technical information: (1) wrong support email (customer.support@linksys.com), (2) incorrect post-reset LED color (claimed magenta/purple when MBE7000 should show solid blue). These are critical accuracy failures per rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership4.29/5
Escalation4.00/5
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent escalated appropriately after failed troubleshooting, demonstrating ownership and correct escalation judgment. However, critical technical inaccuracies — including a wrong support email and incorrect LED behavior — triggered an auto-zero. Communication was poor, with high customer effort and lack of empathy, though next steps were clearly defined.

V1 Case Analysis

Customer reports intermittent loss of Wi-Fi on basement Velop child node; agent provided incorrect URLs/email, gave false LED guidance, and escalated to Level 2 after ineffective troubleshooting.

Troubleshooting Steps
  • Asked about node placement and wireless backhaul.
  • Attempted to access router via incorrect IP (192.168.1.52).
  • Guided customer to send diagnostics to incorrect email address.
  • Instructed 15–20 second factory reset with incorrect LED expectations.
  • Escalated to Level 2 after no progress.
Key Observations
  • Agent never obtained model or serial number, violating core protocol.
  • Provided incorrect diagnostic email (customer.support@linksys.com) and later corrected it.
  • Instructed use of invalid IP address (192.168.1.52) instead of standard 192.168.1.1 or myrouter.local.
  • Claimed factory reset should result in magenta/purple LED, which is not documented for any Linksys mesh node (per KB).
  • Failed to follow standard mesh troubleshooting: did not verify parent node status, firmware, or use 5-press method (valid for WHW/MX/MR series).
  • Customer expressed strong frustration; agent apologized but did not de-escalate effectively.
Positive Highlights
  • Repeatedly apologized for the customer's frustration and acknowledged the inconvenience [04:00, 67:00].
  • Escalated to Level 2 when troubleshooting failed, following a valid support path [66:00].
  • Set a callback number and confirmed it with the customer [70:00], ensuring follow-up.
Agent Errors / Gaps
  • Did not collect product model or serial number (critical protocol failure).
  • Provided incorrect diagnostic email address: 'customer.support@linksys.com' [33:00], which is invalid; correct is diagnostics@linksys.com or via web interface.
  • Instructed use of IP 192.168.1.52 [26:00], which is not the standard router IP; correct is 192.168.1.1 or myrouter.local (per universal_password_login.md).
  • Claimed factory reset should result in magenta/purple LED [60:00], which is not a documented LED state for any Linksys mesh node (per universal_factory_reset.md: solid blue = ready, solid red = error, blinking = pairing).
  • Failed to follow standard mesh node troubleshooting: did not verify parent node is solid blue, did not suggest 5-press method (valid for WHW/MX/MR series per universal_5press_models.md), and did not check firmware (per universal_support_contacts.md).
  • Did not guide customer to check firmware version or enable auto-update, a basic step per KB.
  • Did not mention or attempt the 5-press method, which is a valid escalation path for this product family (per universal_escalation_guide.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue was not resolved on the call; the agent escalated to L2 without achieving a fix or RMA, and the child node remained non-functional.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent had the customer log in, send diagnostics, and attempt a factory reset, but troubleshooting was disorganized and lacked logical progression (e.g., asking for serial numbers after failed login).
R3 Met Correct resolution path conf 95%
After repeated troubleshooting failed and the customer expressed frustration, the agent correctly chose to escalate rather than dismiss or continue ineffective steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the symptom (child node blinking red/blue) but did not determine root cause; no diagnostic logic beyond basic reset was applied.
T2 Not Met Appropriate tools / resources used conf 93%
Agent failed to use remote session tools despite customer offering screen share; relied on verbal description for router access and diagnostics, which is insufficient for complex issues.
T3 Not Met No misinformation conf 96%
Agent provided an incorrect email (customer.support@linksys.com) and told the customer to expect a solid magenta/purple light after reset — but per KB, MBE7000 (inferred from context) shows solid blue after reset, not magenta.
Communication
C1 Not Met Clear & professional language conf 97%
No clear framing at start; numerous long silences, filler words ('uh', 'yeah'), and abrupt transitions; agent lost control when customer became frustrated.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without checking understanding; failed to adapt to customer’s self-identified low technical skill ('I’m not too technically savvy') or escalating frustration.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case throughout, performed multiple troubleshooting steps, and initiated escalation rather than transferring prematurely.
O2 Met Proactive follow-through conf 95%
Agent set a clear next step: escalation to L2 with a 2–3 hour callback window and confirmed the callback number.
O3 Partially Met Closure confirmation conf 87%
Agent referenced prior tickets but asked for serial numbers and admin password again, despite prior case notes indicating reset history.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation was appropriate due to unresolved hardware-like behavior, customer frustration, and prior unresolved tickets — all valid triggers per KB.
E2 Partially Met Escalation prep & handoff conf 90%
Agent communicated escalation to L2 and a callback window, but did not specify what L2 would do or provide a ticket number for tracking.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologized for inconvenience but used generic language; did not specifically acknowledge repeat contact or history of unresolved issues.
X2 Not Met Tone & rapport conf 96%
Agent maintained a passive, disengaged tone with excessive fillers; failed to match customer’s urgency or adjust pace despite clear frustration.
X3 Not Met Overall experience conf 95%
Customer repeated admin password, serial numbers, and reset attempts; agent did not leverage prior case data or use tools to reduce effort.
Call Transcript106 turns · 120 lines
Speaker 1
What? Alright, one second. Your name is Ellie? Ellie or Ollie? I'm sorry. I don't like mispronouncing people's name. Was it A or was it E? [silence]
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.linxist.com. Please have your device serial number ready. For assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more... [silence] please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help? Yes. Eh, hello. How are you? [silence] Good, good, thank you. Thank you. And you? [silence] How can I help? [silence] Yes, I'm trying to connect my [silence] my laptop, Wi-Fi. [silence] OK, uh huh. Uh huh. Uh huh. [silence] And this is the panel file. [silence] Do you mean [silence] your network name and password? [silence] I would like to share the screen. [silence] Is that [silence] is that the case? [silence] [silence] The connection is fast enough. It looks like this. [silence] Can you see this? [silence] Uh huh. Uh huh. [silence] [chaaras] [silence] [chaaras] [silence] [chirping] [silence] [wood heard] [silence] [wood heard] [silence] Do you have a password? [silence] Uh huh. Uh huh. [silence] Unless [silence] unless you are... [silence] Sir, which networking are you using for? [silence] Sir? [silence] Sir? [silence] [chaaras] [silence] [chirping] [silence] [chaaras]
00:00
Speaker 1
E. Ellie, okay. Ellie, um, I'm having a problem. I continue to have this problem very frequently and it's very, very annoying and very frustrating. Can I give you a Linksys ticket number? Let's talk about how use, um, that. So it's pound sign. uh, spelling Larry T is in Tom, S is in Sam, 00116070. Let me know when you pull that up. That's correct. That's correct. So, so Ellie, here's the problem. If you take a look at that ticket and any other memo on this account.
01:00
Speaker 2
Like, Eagle. Yeah. Yeah, absolutely. Yeah, thank you so much. And, uh, yeah. I have pull up a record here. Name under, um, Ava Ramirez. Ramirez family two, five, one, zero at Gmail.com is the registered e-mail address.
01:00
Speaker 1
Before my phone call today... They're all about the same thing. We have a pairant node and two child notes. So, three notes in total. Each one are is on a different floor in the home, essentially aligned with each other, meaning they're in a in a straight line from top to bottom. Every single time and every so often, one, if not both of the children lose service. Currently today, once the the parent node that is hard lined to the modem from my cable provider is working. The child node that's on our second floor is working. The child node that's in our basement is not working. I've already unplugged it twice, waited about [silence]
02:00
Speaker 2
Uh-huh. Uh-huh. Yeah. Uh-huh.
02:00
Speaker 1
Three minutes, plugged it back in. Still not working. It's blinking red. Then it blinks blue. Then it goes solid blue. Blinks blue. Then goes red again. I believe that I know what you're going to recommend as a fix, which is to take this node, bring it to the parent and "rethink" it. I don't want to keep doing that. Every time we do that, I have to disconnect things to do that. And then secondly, everything else that's connected to these nodes. They're all my security system, my uh uh the past, everything gets re-jumbled and re- it gets messed up. This is every couple of months. I'm not, I've never asked you to replace them. I've never asked for anything for free. All I want is for my product to be working. Why does this keep happening every
03:00
Speaker 2
[silence]
03:00
Speaker 1
So often, and how do I get this fixed without me having to do this reconfiguration between parent and child again? Because I don't, if I have to do this again, I'm going to be honest with you and then look, and I know you don't you don't have to care about this, right? If I have to do this again, I'm going to throw these shits in the garbage and buy something else. That's not Linksys. Because prior to having Linksys, we had um Orbi and we never had the problem. And all we do is have problems with the Linksys. Out of nowhere, nothing happened this weekend, nothing, no terrible weather, no power outages, nothing occurred this weekend that would have caused this to happen. And yet, here we are.
04:00
Speaker 2
I do really apologize, you know, for the inconvenience, but let me also ask you some questions, okay? This child, no, that is on the basement.
04:00
Speaker 1
No. No. Both child are working wirelessly to the node. I can't do wired unless I make holes in my floor and ceiling in order to do that. So, no, they're both working wirelessly, but they are aligned in terms of positioning in the house. They're right above each other, uh from top to bottom in the house. Does that make sense? Sure. Yeah, I mean, I
05:00
Speaker 2
Um, how is it working? Like, is it working wired directly to the parent node or is it working wireless? Uh huh. Okay. Oh, okay. Okay. Thank you so much for that information. Yeah. Now, um, can you - I mean, can I also ask another question like if you can estimate like this child node that is on the basement, um, how thick is the - like, you know, the floor, uh, that is dividing them? The parent node and this child node. Is it - is it like a
05:00
Speaker 1
I don't know. I don't know. I'm not a I'm not a contractor. Um but if you if you Alright. I'm not trying to, I'm not trying to be funny. I'm I I can't tell you how thick the floor is. I can't tell you. I don't know the answer to that. And how how would it get the signal if if if it's not You're asking it can we move it so that it gets a hardline? Um I
06:00
Speaker 2
I'm so sorry. I yeah. Okay. No, no, no, no, no, no, no, it's okay. But can you like describe like maybe the distance or is there like any way that maybe we can move not the child move it to near to the parent? No, I'm not going to ask you that, but the only thing that I'm only going to ask you is that can we move this child node a little bit or something that it can get a signal directly to the parent. Maybe it's something like a little bit closer to the parent. Like if it's actually like standing on a table.
06:00
Speaker 1
[silence]
07:00
Speaker 2
And the signal might actually be... Yeah. You know, something like that, but how about with this one? Okay. Okay. Yeah. Yeah, sure. Yeah.
07:00
Speaker 1
Pause. Your Linksys products are wireless, okay? So, I don't want to hear, like, let's hardwire them to the parent because then they're no longer wireless products. They're a product that can provide you a wireless signal. So if you're on your computer, you don't need to be plugged into the modem, but your products are no longer wireless. You understand what I'm saying? So, I want to be careful when we're talking about, what's the distance, in terms of how many feet away is it from the other one? What's the thickness of the of the floor? I'm telling you that the Orbi is, which are much, much lower products than Linksys. Linksys has been around for decades. Worked better than the Linksys. Okay? I want to be careful with those types of things because, if you were- if you never advertised wireless, then I wouldn't be complaining. But this is a wireless product. Product should be working wireless. There's no reason when no changes are made, that a product just stops working. And and and again, I want to reiterate, I want to I want to reiterate. This is the same problem all the time. I have no other problem with your product but this.
08:00
Speaker 2
i got your point uh... here's uh... yeah... uh... i'm sorry yeah okay so uh... let me just uh... go ahead and double-check something here there so the firmware has been gathered already okay uh... so can you log into your uh... Linksys router settings on the web
09:00
Speaker 1
What does the husband say? Uh, I don't know. I mean, let me see if I... Hold on. Uh, give me a second. Let me, let me get my computer going. Hopefully there's service. One second. Okay. We'll go to, okay. Uh, I don't know. Okay. What is the website you want me to go to? Uh, I don't know. You don't know? Uh, I don't know. Uh, I don't know what the website is. Yes, about technical difficulties. Okay.
10:00
Speaker 2
please say it again my router. I'm not too technically savvy uh huh yeah uh huh uh just hit on proceed. Do you have the option to proceed or show details. go back or continue? Do you have that option? I guess. Click on show details. Yeah. Yeah. Yeah. Yeah that's right. Let's just wait for it uh huh
10:00
Speaker 1
Okay. What do you want me to answer? Yeah, router password. Okay. Is that the password for access to the network? Um. Um. That didn't work. I don't think. Yeah, yeah, that didn't work, no.
12:00
Speaker 2
do you have, I mean do you remember customizing before the router password? cuz it should be asking you right now to use the router password. do you remember customizing it before? silence it's a different one but do you I mean try using the word ADMI-N, Oh damn it doesn't work. can you try using the password that you can see underneath the par- silence
12:00
Speaker 1
[KEEP_UNCERTAIN] Oh, I have to grab it one second. give me a minute I'm sorry. I'm going to try this one real quickly. I've just looked at my messages. Give me one second.
13:00
Speaker 2
Okay. That's okay. Just, uh, please take your time. Uh, yes, sir.
13:00
Speaker 1
Okay, that didn't work either. Um, trying to think if I changed that because you did ask if it was changed. Give me a sec. No, I guess not. I was trying to see if I if I might have changed it. I would have emailed. Um, I would have texted to my wife so she had it.
14:00
Speaker 2
Yeah, if you remember, like, you know, customizing or changing it before. Mm-hmm. Uh, Mm-hmm. Cause I did check the previous conversation that you got with the previous representative and it...
14:00
Speaker 1
Okay, let me see. Yeah, I wonder if it - can you can you tell me what what date was that? Was that June uh June 2nd? Four months ago. So in in April? I'm sorry, I'm sorry, February? Yeah, in February. Okay, give me a sec.
15:00
Speaker 2
shows here that you reset the admin password and you created a new one. This conversation was actually four months ago. I don't have the most recent one here. But yeah, in April. Yeah, maybe I'm type-y-o-r. Yeah. Yeah, sure.
15:00
Speaker 1
Would the would the router password be the same password to get into the into the Linksys app?
16:00
Speaker 2
You can try it, but if you have already attempted multiple times, How about you choose again to reset or change your router password. Oh yes, sure.
16:00
Speaker 1
Give me one second. I'm just going to try one more. All right, I'm I'm in. All right, I'm in.
17:00
Speaker 2
But don't attempt too much because your account might be like out so it's much more better to choose to reset the router password instead, okay? Okay. Perfect. So please - okay, perfect. Now can please go to Troubleshooting? That's under router settings on the left side.
17:00
Speaker 1
Yep. Yep. Yep. Yep. Yep. So R O U T E R info @ L I N K S Y S.com oh, .com. Okay. So router infor -- router, yeah, yeah, yeah. Yeah.
18:00
Speaker 2
and then go to diagnostics and then you have the option there to share router info with Linksys and you tap on it so it will ask for an e-mail uh please enter this e-mail that's router info at Linksys.com uh uh No, just Link SYS it has.com yeah I'm sorry so that's router in at Linksys.com okay I and then just um hit send And I'll be waiting for it here at my end. Okay. Since I'll be checking it. And on this one.
18:00
Speaker 1
Oh, it says diagnostic information has been sent. Okay, one second. Turn the bottom, correct? Okay, 3 8 3 8 2 1 6 3 6 7 5 8.
20:00
Speaker 2
Um, but by the - okay. Um, sir, can you give me the serial number of the parent note, please? Uh-huh.
20:00
Speaker 1
change that to, I'm sorry, I'm sorry. I don't don't know if I understand the question. uh, we only have that email address and are you saying that under Ramirez family 25 you don't see that device?
21:00
Speaker 2
okay going up uh yeah i was actually trying to get that one uh by the way are you using a different email address for this one or are you using the RamirezFamily2510@chime.com on this router um while am actually trying okay uh give me
21:00
Speaker 1
Do I need to be near this parent one?
22:00
Speaker 2
Ah, yes. And I was actually also trying to look into the one that you provided, the parent nodes. Uh, give me one sec. I just heard, em, it it's 42.
22:00
Speaker 1
Can I go back to the other one? sure definitely good and the one that's working is 3-8 umbrella 2-0 mother 1-7 dog 0-2-7-01. that's the one that is currently solid blue.
23:00
Speaker 2
No, you can absolutely go back to the other one, but can you give me the uh um serial number of the other child? No, that is not a work um that is currently working.
23:00
Speaker 1
sure [silence] Sure, it's 192.168.1.52. [silence] Okay.
26:00
Speaker 2
in the browser.
26:00
Speaker 1
[ silence ] [ silence ] 52. 52? Okay. Yep. So 192 dot, oh, hold on a second. HTTP colon // slash slash 192.168.1.52. Okay. And then you said, again, I'm sorry, one more time. 1 or 2. Sorry. Okay. Yep.
27:00
Speaker 2
Mhm. And then please type this in, that's http://192.168.1.52 And then another forward slash. Yes. Yeah. Uh-huh. Correct. And then another forward slash. One. Just one forward slash. And then
27:00
Speaker 1
Okay? Okay, we've got the same link this page and, why am I getting this warning? Hit continue. And now I have the connection is not private and then you have to go back and show details. So show details and then visit the website.
28:00
Speaker 2
SIS info SI and SIS info rück-dot CGI, high GE, India, comma, da, um, and then just hit yes, hit enter. Yes, sir. Um, one moment, sir. It seems like it just brought you back to the login page. God's Whitmire actually, uh, what we are actually trying to do now is to get the sys info logs of your router. So it that, um, I can also get that in front may have. [ silence ] But give me one moment so that I can pull up some uh give me one sec. Oh. [silence] Okay, um, sir, can we do it one more time? Um, type in again the uh, I mean, close the tab that we just opened earlier. And then reopen a new tab and then type in
28:00
Speaker 1
mm-hmm.
32:00
Speaker 2
http http://192.168.1.52/scgic yeah. yeah, Charlie George, India. Oh, okay. because it seems like it's uh, bringing you to a wrong page, it
32:00
Speaker 1
Yes. Yes. Yes. One second. Customer support. Uh huh. Mm-hmm. So C. U. S. T. O. M. E. R. s u p p o r t dot l. I. N. K. E
33:00
Speaker 2
But can we go back to the router settings to the troubleshooting of your router? Okay, I'm still under diagnostics. Click again on the share router info with Linksys and then and then enter this email. customer.support@linksys.com
33:00
Speaker 1
YFS dash.com, Killing it says invalid email, invalid email address. Sorry, Okay sending says waiting.
34:00
Speaker 2
Oh, yeah. By the way, I'm so sorry. I provided you the wrong one. So instead of dot, um, as before, I mean after, support, it should be at instead. I'm so sorry. So that's customersupport@linksys.com. Okay. Thank you so much. Yes, I should be receiving it by now. [silence]
34:00
Speaker 1
says diagnostic information has been sent. [silence] Does it normally take this long? I'm not I'm not I'm not being okay. I'm not being impatient or anything. I just my point is this this is this is one of the things that concerns me, right? We're trying to do troubleshooting. I'm trying to send you the info and you know it's not even getting to you in time. You know what I mean? Like there's there's a problem here. Like I don't know what the issue is. [silence]
35:00
Speaker 2
OK, one moment. I'm still waiting for it. It should not. I know... Yeah, yeah.
36:00
Speaker 1
That's why I'm asking is it normally like this, you know, it's not on you, it's not on you. I mean, we, we have, sure. I mean, when you say when you say reset, when you say reset, what do you mean? I mean, I, I, I can ask my wife if that would, if yeah, I can ask my wife, but I'm pretty sure that that was one of the troubleshooting recommendations that was done. Like, yeah, I look, we're not, we're not doing things on our own. Despite what you might be hearing, I still love you. Without consulting with you guys, like that. That's the point. You know what I mean? But obviously Yeah, see, like you should, should you be waiting this long? And I'm
37:00
Speaker 2
Yeah. Shall we action on it? because I'm still waiting for, I'm sorry? Absolutely know, but let's like this, give me some time here, because I still haven't received that information yet. sir uh while waiting for that email to come in
38:00
Speaker 1
uh where do where do i go for that? Yes. I see device list. Um, okay. Um, I mean, I see a router. I see a Linksys. I just see, sure. Only see one router and I see one Linksys offline and one Linksys online.
40:00
Speaker 2
Go to your device list and see uh, like, uh, how many uh, nodes or how many links this router start there. If you can see the parent and the two other... um, I'm sorry. Um, go out from the, uh, troubleshooting. There should be a arrow on the upper left corner that is facing left. Uh, just click on it and then, yeah, tap on device list. Yeah. Okay. How many router, yeah, how many links this router start are online? Okay. Thank you, son. [silence]
40:00
Speaker 1
I assume that the offline is the one that's right next to me. I assume. But I don't know if that's the case or not. I don't see anything else that's called um router or um a router or um or a linksys on this list. Does that answer your question?
41:00
Speaker 2
much? Oh yeah. You did really answer my question. By the way also sir, can you check um from the phone or from the iPad that you're using. Um can you check if you can see the default WiFi name of your uh child node. That should be underscore vellup setup.
41:00
Speaker 1
So go to Wi-Fi. Right. I have my networks. I have other networks. I don't see anything that says setup in other networks. I'm connected to, if you look at, like, if you go to the home page on my, on the, myrouter.local, in the Wi-Fi settings, there's something that's called RAMFAM 2.0, Ramfam 2.45 gigahertz. I'm connected to the five gigahertz on my phone or at least it's checked off. Um, I can see the 2.0 and I can see a 2.0 guest, but I don't see anything that says Velop, anything.
42:00
Speaker 2
yeah go to Wi-Fi and then and then check if you can yeah you have your network and can you okay uh-huh yeah
42:00
Speaker 1
hold on okay is there a the Mac address is on bottom so you see two items online right
44:00
Speaker 2
Almost got there, Sophia Im really getting it this time, she got through on her own, this is awesome, should we do the rest? Music
44:00
Speaker 1
Okay. Do you want me to confirm that? Okay. So, the one that I have next to me that's not working, do you need the Mac address for that? Okay. But when you say near, what do you want me to do? To just bring it closer? Okay.
45:00
Speaker 2
the only child, child, child node that is online is the one that has ending 161. Um, no, it's actually no need for it to confer. Okay, um, so for this, I'm sorry. Uh, no, there's no need for that one. But what I really wanted you to, uh, ask, to do right now is that we really need to bring this other child, child, child node near to the parent. I totally understand that you don't want to do it like, you know, again and again, but if, yeah, bring it closer to the parent. At least three feet away from the parent.
45:00
Speaker 1
[DOWNWEIGHT] and and connect it to connect it to the parent. this is like this is what I'm saying though. like I don't I don't want to I'll do it, but I don't want to keep doing this but that's not the purpose of these products is to keep doing this. and then I'm going to have the same conversation with you guys in another two months. it's ridiculous. there has to be a there has to be a fix. I you know again I'm not I don't care if you guys take these and send me new ones. there has to be a fix. I can't keep doing this. give me one second. I'm going upstairs with it now. so I am going to be about.
46:00
Speaker 2
No, just unplug it near to the parent, where it can easily get a signal, and then we can deploy it back once it's connected. Yeah. Okay, thank you so much.
46:00
Speaker 1
I don't know. I'm going to plug it in in a second. Okay, it's plugged in. [silence] Let me know what else you want me to do. Yeah, it's plugged in. It's blinking blue.
47:00
Speaker 2
[silence] Did you plug it in already? Okay. Okay, let's just wait for it, since it's still like, you know, trying to reboot.
47:00
Speaker 1
Okay, so it was blinking blue, then it was blinking red. There was just a solid blue line and
48:00
Speaker 2
OK, let's just uh wait for it.
48:00
Speaker 1
It faded out. Light a, like a lighter blue line now, blue light now. Now it's blinking blue again, no, nope! It's blinking blue
49:00
Speaker 2
okay it's now like solid okay So it's still trying to connect So it's still like you know uh trying to connect to the parent So uh let's just uh wait for it yes if it's um you know if it's if this child node only got disconnected so it should be uh connected or it should be able to connect directly to the parent And we should be getting a solid blue any moment by now But let's just wait for it [silence] [silence] Okay, let's just give it some time.
49:00
Speaker 1
How do you reset it?
52:00
Speaker 2
And the the the the the the. Okay. So, um, sir, here's what we are going to do on this one. So, can you reset this child node, please? So, there is a reset button underneath this, uh, underneath this router. So, press and hold that reset, okay. Press and hold that reset button for 15 s. Then you will notice the LED light on of that router. So, it will start, uh, to I'm sorry. Yes, please.
52:00
Speaker 1
Okay. I'm going to do it now. So did it turn off? It's blinking blue.
53:00
Speaker 2
It will start blinking red then, but it will slowly fade away. Once you press and hold that reset button. Okay. So once the LED light, um, you know, turns off, you can then uh let go of that reset button. And mhm. But it did slowly fade away.
53:00
Speaker 1
no, I mean it was it was red it didn't go off though. no. All right, so right now it's red. It's it's blinking red right now. No, no, no, I I am. I am. It's blinking red. I am doing it. It's blinking red. As I'm holding it, it's blinking red. So when do you want me to let go? Because the light's not going off. Yep, it looks like it's fading away, but it's still it comes back right, right? Is that okay?
54:00
Speaker 2
Okay. Um, can we do it again, please? Oh, because might be the reset was not successfully uh, being performed. Uh, so, but uh, yeah, let's do it again. Let's perform again the reset. So, let's um. I'm sorry. Oh. Okay. Okay. So, it should be like, um, flashing or slowly fading away, that LED lights. Yeah, yeah. It's actually totally normal because it will
54:00
Speaker 1
So that's what I think I'm not getting across to you. Maybe I'm saying it differently. Regardless of what color the light is originally, when I press and hold the button, it blinks. It's blinking red. After that, okay. It's um, it blinks quickly like the succession is pretty fast. And then it starts to blink slowly. It never goes off is what I'm saying to you. The light never goes off. So, so so so here, let me let me do this. Let me do this. I'm gonna I'm gonna unplug it for a second. Okay. I'm gonna unplug it for a second. I'm gonna wait.
55:00
Speaker 2
I will take a few blinks before it will turned off itself.
55:00
Speaker 1
I'm gonna plug it back in and then I'm gonna try the reset again but what I'm what I'm saying to you though is that it's not it doesn't the light does not go off you're saying the light should go off the light does not go off okay so right now I'm holding it um [silence]
56:00
Speaker 2
Yeah.. but... uh huh.. okay.. um... since the.. you just.. okay.. uh.. can you let go of it for a moment? Because it's still actually trying to reboot itself.. So... um.. let's.. let's wait for it. because that reboot.. uh.. that.. that reboot process can actually take for a minute or two. So.. let go of the reset button first and let the child now reboot. Okay, sir. What is the LED light that you can see contact US under the authority of the European Union competition?
56:00
Speaker 1
It's blinking blue. Now it's blinking red.
58:00
Speaker 2
um,
58:00
Speaker 1
Yeah, but I'm gonna do it for 20 seconds but are you expecting the light to go off. All right. It's in 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20. Do you want me to release?
59:00
Speaker 2
Uh, but, uh, yes, what I have mentioned, let's not focus on the LED light, but I just really want you to make sure that you are pressing and holding properly the reset button, okay, and do it for 20 seconds. Uh, yes, please.
59:00
Speaker 1
Okay. So right now, it's blinking red. One second. [silence]
60:00
Speaker 2
Okay. What should be the LED light color coming from the router after you perform the reset? It should be like a purple or something like magenta color. And it's, yeah.
60:00
Speaker 1
So, right now, the light is blinking blue. Ugh, like a, like a light, like a light blue. Now it's red. No, it's blinking. No, I have not seen purple and magenta. Something like a pink, right? Like T-Mobile. I have not seen that either. Just red or blue.
61:00
Speaker 2
[silence] Okay. Uh let's wait for it cuz it's still. Oh okay. So uh yeah, let's just wait for it. Like solid? Okay. Yes, we should be expecting a solid magenta or a solid purple something like that. Yeah
61:00
Speaker 1
Now it's a, right now it's a solid blue. Um, now it's a, the blue changed and it's blinking.
62:00
Speaker 2
and blinking. Like, it's blinking blue or blinking red. But let's just wait for it, okay? Oh, okay, uh, let's just wait for it, because it's still processing all of the, like I know, the changes that we just made on this cell note.
62:00
Speaker 1
It is a solid. I'm going to call it red. I I mean, I don't it's not pink. It's not magenta. I'm going to call it red. I mean, now it's blue. Now it's blinking blue again. Eli, I don't, I don't know. I don't know what else to tell you. I'm, I'm, you know, we can do this all day, but nothing is changing here. It's been the same thing we've been doing for the last 23 and now I'm only two feet away from the, from the parent. So I don't know what to tell you like. This is what I'm talking about. This is the problem that we have. Now, now it's blinking red again. I mean, I call it red. You can call it, I mean, it looks more red than it does pink. It's like a light red. Hmm.
63:00
Speaker 2
Um not is in like light bread, something like that? Okay. Okay. So maybe we should wait for this child node. Just, okay. But uh let's just uh wait for this child node and let me just also check my resources here, okay? Um While waiting, just call me if you do see some changes, then.
64:00
Speaker 1
uh-huh? Hmm. But we, but we've been, we've been there too, right? Like if you look at the ticket, we, we've been through this, that process too. Like I don't, I don't, like again, this is not a you thing, right? But I don't think you're hearing us. This problem is a continuous problem. You can escalate it and open up a.
66:00
Speaker 2
Okay. Sir. Yeah, I do, uh, you know, really apologize for the inconvenience. So, here is what we are going to do. Okay, because we don't see any progress on this trial note that we are currently working on. So, what I need to do next, here is I'll be escalating this issue to our level 2 technicians. So, [silence] Um [silence]
66:00
Speaker 1
we've, been there, so, how many tickets, and how many escalations, before something, actually works, these, these things, are not cheap, these are, expensive products, um, yeah, yeah, and the other one is the one that I gave you, yep.
67:00
Speaker 2
Yeah, I totally get your point about that one, sir, but for the, like, you know, just for standard process, we do really need to escalate this one to our level two technician, since we're not seeing any changes or any progress on, especially on the child node that we are currently working on right now. And I did also check the previous ticket. There was a ticket that was created a year ago, and last, yes, the most recent one is the previous interaction of February 2nd, 2017. What it describes is a typical issue, an issue that we can consistently face. Yeah. Yeah. The tricky part is, it's not consistent, it comes and goes. It comes and goes. And this is by the, it's on every eight hour cycle or something like that. Yeah, we are seeing such behavior in our side as well. This is from the parent node. Every time parent node, every parent node resumes up of, every time the parent node crashes or goes down or disabled we are seeing this type of behavior, yeah. Yeah, meanwhile trying to figure out more information on the child node, we already, I checked in with different, a bunch of different websites and it all turns out they recommend checking the performance of the child node, yeah? They would usually recommend checking the performance of the child node. Hmm, interesting, that's, that's what we thought that that was the problem, so we are going along those lines. Sir, initially that's why I escalated this issue to our level two technicians, which are currently on break, but they should be back soon and will respond immediately to your request. Meanwhile, I'll open the ticket. I hope you're okay with it, sir.
67:00
Speaker 1
Well, so just for the record, all calls are monitored and recorded, correct? Okay. right. So we have been told we have been told that these things are being escalated. So were we lied to? I know you can't answer that. That's a rhetorical it's a rhetorical question. You can't answer it. But we were told they were being escalated to another department.
68:00
Speaker 2
The one from 2026, the other was last 2025 and the oldest ticket is last December 2024, so none of these tickets have been escalated. So that's what I will be doing right now, okay? I'll be escalating this. I'm sorry, yeah. Yeah. Yes, all calls are recorded and monitored for training and quality purposes, of course. So, will maybe. Yeah, yeah. Well, yeah. And the tickets should be like, you know, should be actually changed, not to LTS but to for Heath.
68:00
Speaker 1
[ silence ] Yeah, I mean, I don't I don't [ silence ] Uh, what number, what, what number do you have? Sure. You can call me at that number. Mm-hmm. Okay.
69:00
Speaker 2
So, a standard, call back process may actually happen for after about 2 to 3 hours. But if there are an available technician that could cater that ticket then of course, they will going to call you right away. So is this your best call back number? The one that you're currently using right now, or that's 3479968749. Okay. So, um, I am now going to escalate this issue, so just keep your lines open uka. Once there is already an available technician, then we can then they can absolutely um call you right away. Okay? So, okay. But but of course[silence] Okay. While waiting for their co-Call back. Try to observe the L. E. D. lights of this child node. Okay? Okay, yeah, thank you so much. And once again, sir, I do really really apologize for the inconvenience that this has really caused you. So, uh yeah, I have finished documenting everything and yeah the level two technician will gonna take it from here. Okay? Okay, thank you so much sir. Have a good one.
70:00