V2 Rubric Detail — 5056fc78-7bca-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 19:13
Duration
93m 10s
Contact
Olga Ferguson
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136589
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_device reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership1.07/5
Escalation0.00/5
Customer Exp0.00/5
Overall16.3% (-39.7)

V2 Grader Summary

The agent attempted mesh setup but failed to resolve connectivity due to incomplete diagnostics (missing model/ISP checks) and technical inaccuracies (wrong URL). Communication broke down during customer confusion with no escalation despite frustration, resulting in an unresolved outcome. Assessment 3's confirmation of the critical URL error drives T3 to Not Met, while transcript evidence confirms unresolved issue and poor call control.

V1 Case Analysis

Customer unable to complete setup of Linksys Velop MX2000 mesh system. Agent provided incorrect IP address (192.168.1.1.1.1) and did not resolve IP conflict with existing Netgear gateway. Customer ended call frustrated and unable to connect to the new network. Ticket 136589 created for follow-up.

Troubleshooting Steps
  • Confirmed product model as MX2000 via serial number.
  • Guided customer through 5-press pairing method on the parent node.
  • Instructed customer to connect a device to the default Wi-Fi network labeled on the router.
  • Attempted to access router web UI via 192.168.1.1 and myrouter.local, but provided incorrect IP address variants.
  • Guided customer to change Wi-Fi SSID and password for both 2.4 GHz and 5 GHz bands.
  • Advised use of Ethernet cable to connect a computer directly to the Linksys router (though customer lacked compatible port).
Key Observations
  • Agent correctly identified the model as MX2000 and confirmed it is a Velop mesh system.
  • Agent provided an invalid IP address ("192.168.1.1.1.1" at [42:00] and "192.168.1.1.168" at [43:00]), which is a critical technical error.
  • Agent failed to diagnose and resolve IP address conflict between the Linksys router and the existing Netgear gateway/router combo.
  • Agent correctly used myrouter.local as the fallback URL for web interface access, per KB guidance.
  • Customer remained frustrated due to repeated connection failures and confusing instructions, especially around Wi-Fi vs. admin passwords.
  • Call ended without a clear next step or self-help path beyond the ticket number.
Positive Highlights
  • Agent correctly identified the model as MX2000 based on serial number and confirmed it is a Velop mesh system.
  • Agent appropriately used the 5-press method for node setup, which is valid for MX2000 per KB documentation.
  • Agent correctly guided the customer to use myrouter.local as the web interface URL when IP access failed.
  • Agent showed patience and attempted to guide the customer through each step despite growing frustration.
  • Provided a ticket number (136589) for future reference and follow-up.
Agent Errors / Gaps
  • Provided an incorrect and invalid router IP address ("192.168.1.1.1.1" at [42:00] and "192.168.1.1.168" at [43:00]).
  • Failed to recognize and resolve IP address conflict between the Linksys router and the existing Netgear gateway/router combo.
  • Did not advise customer to disable Netgear's Wi-Fi or set it to bridge mode to prevent interference and routing conflicts.
  • Gave confusing guidance on the difference between Wi-Fi password and router admin password, leading to customer confusion during app setup.
  • Did not provide a concrete next step or self-help resource when the call was abandoned by the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call frustrated and unable to connect devices to Linksys network; stated 'I'll call back' with no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through 5-press pairing, LED checks, and Wi-Fi setup but troubleshooting was disorganized and missed key diagnostics (model compatibility, ISP modem conflict).
R3 Partially Met Correct resolution path conf 80%
Agent followed standard mesh setup appropriate for new hardware but failed to verify model compatibility or detect Netgear ISP modem conflict, limiting effectiveness.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (LED states, connection issues) and asked for serial number but omitted critical diagnostics (model number, firmware, Netgear bridge mode).
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied solely on verbal guidance with no remote diagnostics, ping tests, or router interface verification despite customer's post-configuration access issues.
T3 Not Met No misinformation conf 95%
Provided materially incorrect URL '192.168.1.1.168' contradicting KB documentation (correct address is 192.168.1.1) and gave confusing admin password instructions.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost call control during customer confusion with long silences, disjointed transitions, and failed to maintain direction despite repeated connectivity failures.
C2 Not Met Confirmed understanding conf 85%
Used technical jargon (e.g., 'security mode', '2.4 GHz band') without simplification or comprehension checks despite clear customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent provided ticket number and remained on call through extended effort but did not prevent escalation or offer concrete recovery plan when setup failed.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided; only suggestion was for customer to 'call back' with no proactive follow-up or recovery path.
O3 Not Met Closure confirmation conf 85%
Customer mentioned prior inquiry but agent treated interaction as entirely new, re-asking basic information without referencing history.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Customer expressed strong frustration twice and technical failure persisted, yet agent did not escalate to higher support despite clear triggers.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, and given unresolved state and customer distress, failure to escalate was inappropriate.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered minimal empathy (e.g., 'I don’t really apologize for the inconvenience'), failing to specifically acknowledge repeated frustration or validate effort.
X2 Not Met Tone & rapport conf 80%
Continued with same technical script despite visible customer disengagement and confusion, with no adaptation to tone, pace, or emotional state.
X3 Not Met Overall experience conf 90%
Customer repeatedly re-entered passwords, retraced steps, and struggled with UI due to lack of agent-side tools or streamlined guidance, increasing effort unnecessarily.
Call Transcript143 turns · 153 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit our support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hi. I uh need help with setting up my Linksys uh home mesh system. You know, it's new, it's newly purchased. Did you hear me? Yes. I called a couple of months ago, but I wasn't I didn't I didn't go any farther. I just made a call. No, no, no. I was just inquiring, because I haven't, I've never seen
09:00
Speaker 2
Hi, thank you for calling us, thanks, listeners. This is Sy, could I help you today? Is it a newly purchase or has broken? [silence] And is this your first time calling us for support then? [silence] And are you calling us a couple months ago with a different problem or the same?
09:00
Speaker 1
set up the uh linksys so i was just calling to see if i could get help with my existing uh wi-fi and they said yes i said i'll call back when i have time to go through the entire process so i'm doing that today. Olga Ferguson? yes. No, no, no. The middle initial is D. Last name is fervererson. F-E-R-G-U-S-O-N. S.
10:00
Speaker 2
And for November, and your callback number and your email. Let's start with J for Juliet. And how many Linux routers do you have, Olga?
11:00
Speaker 1
Oh, sorry, I have three. There was three in the box. I have a router. It's not linksys. It's a netgear router. I have an existing, what kind? No, they're netgear. netgear. the router is netgear. but I have a box of three. Oh my god. yes? I have linksys mesh Wi-Fi. I'm sorry? Mesh Wi-Fi devices. yes. There were three in a box that I ordered.
12:00
Speaker 2
Can we provide a serial number? [silence] But they have links if they have links devise. It doesn't. [silence] So you have links devise? Three nodes. So you have three links devise.
12:00
Speaker 1
Okay, it's not a router. Okay, my router is from another company. You want that information? Okay. Okay, I was just reading the box and you are correct. I am incorrect. Do a Wi-Fi 6 dual band mesh router. Okay, I apologize. I apologize. Okay. Okay. Okay. Okay. Okay. I'm sorry. Okay, so I have
13:00
Speaker 2
Can you please provide a serial number of the main router? Okay. No, I do really apologize for the inconvenience, Olga, your Neatgear is a modem. Your Linksigma routers node mesh devices are the same. It might be that your modem is a it's a gateway, it's a combination of a modem router, but your Linksigma devices are routers. Yes, it's okay. Because it's a little bit confusing because it might be your Neatgear is a combination of a modem router. [silence]
13:00
Speaker 1
three of them in a box. I have uh unplugged them, I mean I've taken them out and plugged them to the area to the plugs that I want to um set up. But I went online. Okay. Okay. Okay. Hold on. I will go grab them and put them in the same room, okay? I'll be right back, okay?
14:00
Speaker 2
So, so your Linksys devices are still inside the box and not yet set up. Uh for the meantime, yeah, but for the meantime, no need to relocate them. We need to set up your three nodes first, before we relocate it to the location where you want to place them. So, we need to gather them together, same room with your NIP gear. Which is your modem. Yes. Yes. Yes. Well, take your time.
14:00
Speaker 1
Okay, I have them all gathered by the router. Should I plug them in or no?
15:00
Speaker 2
Okay, not for the meantime. I need to gather the serial number of the main main router from links. Did they already plug a router to your NID queer modem?
15:00
Speaker 1
No, no. Okay, 2103. Oh, no, no, wait, wait, wait. That's the pin number. There. Okay, K as in kite. [REDACTED_CARD_NUMBER]. It's on the plug. Is that the different one? It's on the plug. Oh, it's a different. Okay. Okay. Okay. Okay, here we go again. I'm so sorry.
16:00
Speaker 2
it or not yet? Okay. So can we provide serial number to either of the_node? One of the_node? The serial yes sir. I need a serial number. Is that the serial number on the bottom of the Linksys? Linksys device? Uh on the bottom on the bottom of the router a. There's a serial number labeled on the sticker. Yeah, or S slash N.
16:00
Speaker 1
five. It's like 0q, but this is. The letters are so tiny. It looks like d for Delta. One zero ama, two six. seen. Charlie 26607. Is it five? I think, okay, is that right? Okay. Know.
17:00
Speaker 2
Yes, it's okay. So, for Delta, zero D. Okay. Yeah, it's five. Yes, it actually writes five, zero does com all the three, first three digits for the serial number. So, it is an X two thousand for the model number. So, they are all X 2,000. Uh the model number is also labeled on the bottom of each of the routers.
17:00
Speaker 1
[silence] Yes. Do you need all three of them different? Okay. Be very patient with me because I'm not [silence] Wait, let me see. Because it came with the box. Okay. [silence] Okay, it's a white one. Okay. [silence] Okay. Okay, hold on. Let me put the phone down.
18:00
Speaker 2
Okay. No no no need for this one for this node. Kindly plug this one to the modem so using an ethernet cable. Yeah, it's okay. Do you have an ethernet? The wired cable with you together with this box? Yeah. Kindly look for an ethernet cable. Wired cable. Yes, it's a white one. Like that and plug the other end to the modem from Netgear.
18:00
Speaker 1
Yes. So I have a question. I plugged it into the Netgear. Now on the device itself it says Ethernet. And, Okay, I'm I'm gonna plug this into the Internet or Ethernet. Internet, okay. [silence]
19:00
Speaker 2
Internet Internet Internet Internet.
19:00
Speaker 1
Okay, they're plugged in. Okay, blue. Uh, it's solid blue. Okay. Oh, yeah, now it's it's blinking blue. Yes. let me make sure hold on let me make sure
20:00
Speaker 2
Okay, and make sure this router is turned on. Plug this one directly to the wall outlet.It's blinking blue, right? It's booting up. Okay, keep observing it. It's just turned on, right? Okay, so I need to recap. So the ethernet cable is properly plugged in from the modem to the internet port of the router from linksys.
20:00
Speaker 1
So the router has an internet and the, the, I'm sorry, the router net gear is Ethernet. The Ethernet, okay, because the internet is yellow. All of them. There's one yellow ethernet and there's four ethernet. Yes. Yes, that's correct. You want number four? Yes, the fourth one.
21:00
Speaker 2
Okay. How many ports do you have with the Netgear? How many ports do you have? The whole. How many. . Okay. So, this, the Ethernet cable is connected to one of the four Ethernet ports of the modem. Okay. so, the port one of the modem. Yeah, it's okay. Just keep on observing it. .
21:00
Speaker 1
[silence] So, can't they, I was told they can work together because um, [silence] okay, okay. Okay. Right. [silence] Right. It is what, fuchsia, purple, fuchsia. [silence]
22:00
Speaker 2
[silence] Now, this router from lengthest is now your main router or the parent node, okay? Yeah. So, this one remained on purple, so that means it's ready to pair. [silence] It's ready for setup. [silence] Yeah. So, let's proceed to set up this one using five-press method. [silence] All you need to do, Olga, is to press release, the reset button of the main router [silence] You will click this one. [silence] This blue button. [silence] You will click this one, this button, kinda larger. [silence] Okay, found this. [silence] Yes, ok, done. [silence] Uh, since the light is still clicking, [silence] that means that it's really setup, so prepared to set up your next child node. [silence]
22:00
Speaker 1
Okay. I just pressed and released five times. Now the light is white. It's blue. Blinking white. Yes. Okay. Okay.
23:00
Speaker 2
order from Lens Link F, five times within five seconds, press release, press release, press release, press release, press release. Blinking, right? Okay, that's good. It's a good sign, which means it's setting up. So all we need to do Olga is to observe no need to do anything, just keep on observing it for three up to five minutes and wait for the light to turn solid blue.
23:00
Speaker 1
Correct. Uh, isб is this isn't going to be the permanent place for them, right? This is just to plug them in close? Okay, 2 to 3 feet apart. Uh, let me, hold on just a second. Let me go вы.
24:00
Speaker 2
[silence] And while waiting for the parent node or main router to set up, kindly do you have the option to plug them the two nodes? You have still two nodes that are turned off right and needs to set up? Silently. So where you have the option to plug them directly to the wall outlet about two or three feet away from each other and also from the parent node? No. No it's not. It's just for the setup process and it's recommended and mandatory.
24:00
Speaker 1
Okay, so on the main router, it's blue and the other two? Yeah, and the other two blue children or whatever you call it. They're plugged in close by. Ah, one's blinking. Yeah. They're both blinking blue. Okay. What... Okay, now say that again. I have a... On the main router,
26:00
Speaker 2
solid solid blue now. Again, they're both blinking. Okay, so so let us wait for the child nodes to fully boot up. Since the main router is now set up, you can connect a device to the wi-fi name and password labeled on the bottom of the main router, Olga, if you have internet connection now.
26:00
Speaker 1
I have a a name and a wifi name and a password and what do you want me to do with this? [silence] Okay wait wait hold on let me go over to my computer. [silence] Okay. Uh On my computer I think I set up an account, but I'm not sure. How would I know? Oh wifi setting. Hold tight hold tight. I'm going to I'm going to get this. I'm going to get this.
27:00
Speaker 2
Wi-Fi name and a password. Okay. For example, connect a device to it. Example, your phone. Go to the Wi-Fi settings but make sure your Wi-Fi is on. Go to the Wi-Fi settings. Select your Wi-Fi name, which is labeled on the bottom of the main router. And then enter your Wi-Fi password to connect. Okay. Okay. Okay. Now, no need, no need to have an account for this one. Go to the Wi-Fi setting. I'll go.
27:00
Speaker 1
[DOWNWEIGHT] be patient with me. Icons. No, that's net gear. Icons. I don't know. Net gear. so I go to settings? Hmm. Okay, there's Yes. So, it says net gear, show available networks, manage hardware. Show available? Okay, so there okay, so I have to find the one that's on the
28:00
Speaker 2
is. Yeah, it's okay. Just take your time. Check your available network or different network. Your Wi-Fi name starts with underscore Velo setup. Check on the bottom of the parents node. Settings, network network and internet. If you can see a Wi-Fi icon and then yeah, show available net show available network.
28:00
Speaker 1
The bottom of the main router, correct. Okay. Let me find it. Nine, five. Okay, then I click on that, correct? Okay, so it says, a lot of numbers. No, you don't need to apologize. Okay. [silence]
29:00
Speaker 2
Router exactly, yes [silence] Yes, you need to select the Wi-Fi name of your main router [silence] and then it will ask you for the password for the security key. [silence] Yes, I don't really apologize, but it's for security purposes. [silence] So, it's a long, so it's a long Wi-Fi password. But don't worry, we can actually change that.
29:00
Speaker 1
Okay, it's verifying. I hope I put the numbers in right. So, uh, while this is waiting, this is gonna be my primary and not um, Net Gear router. I have to change all of my everything else to the, to this, to this, um, this router instead of Net Gear. Oh gosh.
30:00
Speaker 2
Okay, yes, yes, yes, because you're your nearest device is connected. Now,
30:00
Speaker 1
Okay, hold on a second, because since the password did not go through, Okay, maybe I got it. Okay. Okay. Okay. Okay, I'm going to take my computer over to the, I'll be back in a second. [silence]
31:00
Speaker 2
combination of a modem router but then, um, you need, you have a lot, I guess, you have a lot of devices in your and. For you to connect multiple devices, you need a router. So from now on, you need to connect your devices to your Linksys network. [silence] Is it correct? [silence] OK. Make sure to double double check it. Yeah. Sure. [silence] Okay. Okay, sure. Maybe you can use a magnifying glass, or take a photo of the information label on the sticker so that you can zoom in on that one, Olga.
31:00
Speaker 1
Two, three, nine. Okay. Keep my fingers crossed. Verifying. It says connected. You see me connected? Okay. What did you say? Check, check. If I could browse something. Okay. Let me check. Yeah, I got on my.
34:00
Speaker 2
Okay. Okay, yeah, that's good. Gently check if you can browse. Yeah, you can browse. You can access the internet.
34:00
Speaker 1
Well, my Gmail. So I should be able to browse. Okay, let's see. Uh, they're both purple. You said, um, you said go to the parent note or the child? Okay. [silence]
35:00
Speaker 2
Okay, that's good. So let's proceed to set up the child nodes. What are the light indicators of the other two nodes? [silence] [silence] [silence] Purple. Okay, it's ready for setup. Now go back to the parent node. [silence] [silence] [silence] Same thing as what you did earlier, press release the reset button. [silence] [silence] [silence] five times within five seconds to set up the two child nodes. Go to the parent node, press release the reset button five times within five seconds. [silence] Oh, you have only you have only one parent node. That's the main router. So go to the main router, press release the reset button five times within five seconds. [silence] [silence]
35:00
Speaker 1
Okay. Now it's uh it's blue again. Uh No, it's a solid blue. Oh now now it's now the parent it blinked off. Let's see. Uh they're still per oh Now those are blinking. Both of those. One's blinking red. One's purple. Okay.Okay.
36:00
Speaker 2
Blinking. How about the child note? That's okay. How about the child note? Okay. Yeah. It's okay. It's a good sign which means they're setting up so you need to wait again for 35 to 45 minutes for the two nodes to turn solid blue. Okay? No need to do anything.
36:00
Speaker 1
it's still blinking
37:00
Speaker 2
it's okay it'll take time 3 to 5 minutes and you have two nodes there that are currently set up
37:00
Speaker 1
OK. They're both blue. Oh, no, one's blue, one's red.
38:00
Speaker 2
OK keep on observing it. Yeah, it's OK. OK, keep on observing it for one minute.
38:00
Speaker 1
Okay, just went to blue, so they're both blue. For my Wi-Fi or for the, um, the links? Okay, so I'll just give you a new one right now and write it down. [silence]
39:00
Speaker 2
Okay, now since your computer is connected to your Linksys network. Me, I asked, would you like to change your Wi-Fi name and password? Uh, Linksys network. Would you like to create your own Wi-Fi name and password for your Linksys network? And by the way, Olga, it is not recommended to use the same Wi-Fi name from your Netgear modem, okay? Because it may interfere. So there's a big possibility that we might encounter trouble on the future. Yes, but if you've preferred to use the Wi-Fi name and password on the bottom of the parent node? You can
39:00
Speaker 1
So if I use the one on the bottom, it'll be difficult to see to change it. Oh, that's that's okay. So I can use the same one on the bottom. Uh you mean total in the house or just the Lynx devices? Uh laptop and uh television.
40:00
Speaker 2
Proceed. But it seems like it's difficult for you to see yet. You can actually change that and create your own. No, it's not, but it's up to you. You still prefer to use that information or is it difficult for you to see yet? Okay. So to all, how many devices do you have in your hand? Yes. In the house.
40:00
Speaker 1
And just the three, the three links us but then I have security cameras on the outside and inside of the house that need to be, you know, be connected also. So I have four. Okay. Okay, let me go ahead and change the links this um password with you. Can I do that? I mean it's a password or are username password or username that I should change. Okay, let me give you a new name. Okay, should we do it now or later? [silence]
41:00
Speaker 2
Okay. I guess you need assistance from the manufacturer to connect your security cameras because from now on, all your devices, you need to connect them with your Linksys network with your Wi-Fi name and password for your Linksys network. Okay. Sure. Yeah, of course. Uh-huh. Uh-huh. You can actually change both, the Wi-Fi name and password. No, no, no, no, no. No need. We need to do it together. You need to do that in your end and I will guide you on how to do that. No, no.
41:00
Speaker 1
Okay. Okay. uh-huh uh-huh uh-huh So that's next year. No. Okay. Let me do it again. Because it popped up.
42:00
Speaker 2
Okay. Conley go to your computer. Since you're computer is now connected. Kindly open a browser such Google. And then on address bar. Kindly type 192.168.1.1. dot 1. dot 1. dot 1.1. No, no, it's the Linksys. That's Linksys's IP address to access the web interface. So since you're computer is connected to the Linksys system, go ahead and press enter.
42:00
Speaker 1
It popped up Net gear. Okay. So let me have that number again. Uh huh. Oh wait a minute. Wait a minute. Wait a minute. Wait a minute. Something's happening in here. Wait a minute. Okay. 192 dot. Oh my gosh. It won't even. 192 dot 168 168. 168 dot 1 dot 1. Yeah. It takes me to the next year. Yeah. It takes me to next year. Sorry. Yes.
43:00
Speaker 2
192.168.1.1.168. dot1. dot1. Okay. So maybe the router and the net gear have the same IP address. Now let's use my router one word delete 192.168.1.1 and type.
43:00
Speaker 1
my, my. router. local. Yeah. Okay. There's linksys. A popped up linksys download app. There's a picture and an image of a phone. Two cell phones. Okay. What should I do now? Uh uh. Sorry? Yes, I did. Okay. Now it says, access router. Router password. [silence] I am trying to. Sign in. [silence] Trying to link with wireless networks. [silence] okay oh no it doesn't work uh oh my god
44:00
Speaker 2
My router.local local and then enter, okay? There's a picture or image of the 2 phone right? Okay. Yep. Click that. Click. Click the picture of 2 phone. Click the picture of 2 phone, okay. Use admin. The default admin password is different if you've previously set one so if it hasn't worked, you need to use the one you decided on. Type the backup password you chose in the password box, just there, and then click OK. Please note that any changes that you make here are stored locally and won't be saved in the cloud. If you reinstall the local console app and then try to access your files, you may need to restore the app from backup. Is there anything you would you like to say on the subject? Speak now seems like you are performing a factory reset. The factory reset will delete all files that are saved to your device and its applications, but the reset will not delete any Cloud files stored on the back-end. You can't undo a factory reset. Do you wish to proceed? Please kindly let me know if there's anything to assist you with today. Affirmative.
44:00
Speaker 1
Okay. okay. Sign in. Okay. let's see. Okay. Smart Wi-Fi tools, device access, network status, connected, device connected, router connected. Yes. Look for what? What was it? [silence] Charlie Apple.
45:00
Speaker 2
admin. Yeah. Username? Admin. All lowercase. Yes. Yeah. What is your network? status it shows connected right? Okay, scroll down on the very bottom um Alga. Look for the two caps lock letter C and A, like California. It is very small on the very bottom. C A. Two, caps lock letter C and A. Yeah, C A.
45:00
Speaker 1
I'm looking on. I don't see anything that says CA. On on the very bottom of the page, at the very bottom of the page, right? Oh, to the right, the far right, California. Okay, waiting. Okay. So, the same type of page came up. Network status. Oh, to the left, to the left. [silence] You always talk budget first. [silence] All right, so timestamp. [silence] [music] [silence] Here at the bottom, it'll ask you for a username and password. To be used at the moment at the moment we're clicking on a question mark. Could you clearly state why and want access? Also, I'm looking for link, blah, blah, blah, blah, blah, blah, blah. Page select. Choice available resource, pages, authenticate, university, pages. When authentication is already completed, you may be prompted to register to connect. [silence]
46:00
Speaker 2
and the very bottom. scroll down on the very bottom and then you can see. yes. you can see the exactly. you can see End User license Agreement. In line with that is the CA. yes. click CA. on the right hand side. you can see the router settings below and then connectivity troubleshooting. wi-fi settings. Yes. left.
46:00
Speaker 1
Okay. 2.5 gigahertz, Wifi name, password, broadband. Yes. Okay, I'm gonna write these down. Hold on just a second. Uh huh.
47:00
Speaker 2
okay, now you can see your 2.4 and 5 GHz band. Okay, now proceed to change your Wi-Fi name and password the way you want it, but make sure to have the same Wi-Fi name and password for that 2.4 and 5. and then after that, do not click anything. Let's do something else for that settings. Just let me know once you've already created your own Wi-Fi name and password for both 2.4 and 5. The same. Yeah, sure. Make sure to put them for both 2.4 and 5, okay?
47:00
Speaker 1
okay, so I type them in but don't do anything. I'm ready. Oh. Okay, hold on. I got to put my password in.
48:00
Speaker 2
Yeah, so did you type your the same Wi-Fi name and password for both 2.4 and five?
48:00
Speaker 1
Okay, I put I typed them in. Okay. Wait a minute. Wait, wait. Okay.
49:00
Speaker 2
[silence] Okay, that's good. Now, since you mentioned earlier that you have security cameras, most of the security cameras are recommended to connect with the 2.4. So now let's do to separate the bandwidth. So we need to create different wifi name, but then all we need to do at the moment is just put underscore 2.4 next to the wifi name of your 2.4. What is your wifi name? What is your wifi name?
49:00
Speaker 1
the one that the new one I just put in it's shit 09 09 fart exclamation okay then what about the five gigahertz okay am I entering or not doing anything yet okay
50:00
Speaker 2
yeah okay after the exclamation kindly add underscore 2.4 that's for 2.4 gigahertz uh then five files just points put underscore files so that we recognize what is your Wi-Fi name for the 2.4 or where is your 2.4 and five gigahertz band not yet so for the security mode of 2.4
50:00
Speaker 1
Yes. Yes, that's correct. Uh-huh. Uh-huh. Oh, wait a moment. Go back. Security mode for, okay, so security code for 5 gigahertz WPA 2/. Yes. Yeah. Yes. Mixed personal. Okay, got it. Okay, got it. [silence]
51:00
Speaker 2
Look for the two five security mode of two point four. Okay. Make sure it's WP-AH two personal. Okay, that's good. Good. Go to the five gigahertz band. Check. The security mode. Make sure it's WPA two slash WPA three mix personal. Is it or not. Okay, click the direction. The drop down arrow. Yeah, click the drop down arrow. You will see the option. Okay, yeah. WPA two or WPA three mix. Mhm. Okay. So we already set Wi-Fi name for the two four five. and then they have the same Wi-Fi password.
51:00
Speaker 1
mm-hmm. you're updating 5.0.0.2 5.0.0.1 yes so yes do you want to continue yes uh let's see says your route is applying changes okay [silence] oh wait a minute this says router not found you are not connected to your router
52:00
Speaker 2
That's good, so click Apply. Okay, click. Yes. Yes. Click Yes to continue and to apply the changes. Yeah. Okay. It will take some. So, let's just wait for, let's just say, one to two minutes. So, I need to explain something. Okay. Five gigahertz band, Olga, will provide a better speed. So, all of your devices, connect them with your five gigahertz band. Yeah. Because you're no longer connected since we changed your Wi-Fi name and password. So, you need to reconnect your devices. Okay.
52:00
Speaker 1
Okay. Yeah. Got it. Yeah. Okay. So. Okay, hold tight. Hold tight. Next here. Not next here. So I'm doing the lock set up. It's not... Oh, wait, wait, wait, wait.
53:00
Speaker 2
Now, five gigahertz band will provide a better performance and better speed. So, allow your devices to connect with five gigahertz band. But then, for future purposes, there are some devices that recommended to connect with the 2.4. So, that's the time that you connect them with your 2.4. That's the purpose of separating the bandwidth, okay? But oh, if all your devices is, were able to get with five gigahertz band, it's better. So, reconnect your device now, your computer to your five gigahertz band. No, no, no. Wi-Fi name. You created your own Wi-Fi name.
53:00
Speaker 1
So I have to go to settings to redo this. Okay. Let me go to settings. Wi-Fi. display. Search. View devices. I go to Wi-Fi. Show available. oh got it. Okay. here it is. So I, I'm assuming that my laptop will be 2.4 or 2.4. If it isn't they'll have give me a message. [silence] Wireless internet in different rooms is 5.0 right? Okay. Click.
54:00
Speaker 2
Yes. Yes. So available.
54:00
Speaker 1
oh my goodness okay connect it now it's checking that work set okay I'm gonna put my password in oh my goodness checking okay connected ah let's see two child are uh five okay okay it'll go back and do that yes okay now it's checking network settings okay I'm gonna put my password in oh my goodness checking okay connected ah let's see the two child are uh five okay okay it'll go back and do that yes okay now it's checking network settings
55:00
Speaker 2
announcing! Hey, make sure to all of your devices at the moment to connect them with 5 gigahertz band. If they will not connect to 5 gigahertz band, because there are some devices, antibiotics will happen on the future that they won't connect to five. They recommend to connect with a 2.4. Yeah. Connect them with your 5. Yeah. 5 gigahertz band all right. Okay, that's good. So, what is the light indicator of the two child nodes? Are they all solid blue including the parent node?
55:00
Speaker 1
Both blue Okay Okay all right. If. I happen to change my mind about location, I can do that at a later time. Just unplug and and. Put it where I want it, right? Okay. Okay. Hold tight. Let me block that one is that's blue. [silence] [silence]
56:00
Speaker 2
Okay, now proceed to relocate them to the place where you want to play the two nodes. Yeap. Of course. Yeah. Because they're already connected to the network. So all you need to do is to unplug and then replug them and wait for three to five minutes for them to boot up and reconnect to the parent node. And yes, you can actually work around trying to transfer it from different location if you want.
56:00
Speaker 1
Sorry, we cannot find it. I've relocated them and the lights are blue. Oh. I thought that one had, the parent, I thought the parent had to stay near the, uh, Yeah, yes. Correct. Right, right. So I won't touch that one. OK.
57:00
Speaker 2
Okay. You can also proceed to relocate the other one. Yeah, together. No, no, sorry. So you just relocated the two nodes or two child nodes. Okay. Sorry. Yes. You need to relocate and touch the parent node because it must always be connected directly to the modem. Sorry. Yes. Because it will. Totally destroy everything once the parent node is accidentally reset. turned off yeah. so everything will disconnect. That's okay. so let's just wait for the two child nodes to fully boot up and to reconnect and this should turn to solid blue for three to five minutes and while waiting oh go let me provide your ticket number just in case you call us again so that the next technician can quickly access your information in our end. So are you ready to take down notes? Okay. your ticket number is 136589 yeah okay
57:00
Speaker 1
That was on the laptop, right. Uh, okay. Let me see if I can not hang up on you. Okay, that's going to be a good one. Let me see. Let me go to settings. Connections.
59:00
Speaker 2
And uh, Linksys up is actually designed for phone, not on the laptop. Uh, the thing that we did earlier is accessing the web interface, which just, we're using your laptop through myrouter.local, right? And we use the admin password to sign in. Yes, that wasn't on a laptop. But of course, if you want to log into the Linksys app to manage your router settings, you can actually do that right now. Well, waiting if you want on your phone. But make sure your phone is connected to a Linksys network.
59:00
Speaker 1
Okay. Okay. It's not on. So I have to add a network, correct? Oh wait. It's showing up here. Here, here. Okay. So I'm going to connect it to 5. Correct? Okay. Yeah, I'm on Wi-Fi holding. Uh... not on Wi-Fi calling. Okay. Let me put the password in. Um...
60:00
Speaker 2
Yes, but are you on your Wi-Fi call? Maybe we disconnect, because you were going to choose a different network. Are you on your Wi-Fi calling or not? Calling, Wi-Fi calling. Okay. Yeah, Presidio, select 5g Hertz band.
60:00
Speaker 1
Oh my gosh. Okay, let's see. Okay. We're connected to 0.5 or 5. Would it be in my app store or just type in?
61:00
Speaker 2
Okay, download, download,Linksys up. It's like the smart wifi management. Yes, go to your app store and then search for Linksys app. And it'll pop up a bunch of Linksys up version. Look for the Linksys app.
61:00
Speaker 1
[silence] Yeah, and search. links is. Yeah, okay. Okay. uh says open it says installed. Okay, connect the router to your modem or source of internet. And okay. just add nodes into power. near router.
62:00
Speaker 2
[silence] to smarter Wi-Fi throughput. Okay, open it. Yeah, click next 'cause you're already connected.
62:00
Speaker 1
So next make sure this make sure everything has finished starting setting up as solid. Let me go check on those other two. Oh yeah yeah yeah yeah. Got to put them back. OK. That, that child is blue. Yeah. OK. They're both blue. Checking for internet. Oh, your name, uh your Wi-Fi name,
63:00
Speaker 2
Yes, because it's already plugged in. Sure. Click next. [silence] Yes, because it's already plugged in. Sure. Click next. [silence]
63:00
Speaker 1
I agree you must enter something. let me put it in. Did I put lower case five correct? Well I clicked next and it said I have to put something in. So let me go ahead and put this in.
64:00
Speaker 2
just click next, because you already change your wifi name and password, right? Hmm? Maybe you can just click next. Okay, I appreciate it. Yeah, The same Wi Fi name of your five gigah Atz band. Yeah.
64:00
Speaker 1
Never use Samsung Sync pass for apps. Should we send username and password? I don't, what? Uh, it just doesn't leave a username. They'll use a surname and password to sync work. Oh, geez. Just be contented. [silence] Uh, now is asking me to log in again. Email [silence] Skip for now.
65:00
Speaker 2
Sorry. What it shows? Is it log, is it ask you to log in using your email and password? Okay. There's other option above Olga which is a router email or router or skip for now. Yes.
65:00
Speaker 1
Create your router password. Oh my gosh. OK. So, now I'm going to create a new router password. Correct?
66:00
Speaker 2
Okay, first time. You need to create your own router password. So earlier, when you try to access the web interface, it allows you to log in using the admin router password. So on the Linksys app, it asks you to. It is actually different from your Wi-Fi password, okay? No, no need to worry. It won't affect your Wi-Fi password. It's just for the admin or router password every time you log into the Linksys app using the router password. So it asks you to create a new one. So you need to customize and follow the requirements for security purposes. Yes. You can actually use the same password with your Wi-Fi password, but then on the router password, you need to follow the standard rules or the requirements.
66:00
Speaker 1
I'll just create a routed password. Yes. [silence] Password can't have the same characters in a row. Okay. Okay. Oh my gosh. No, no. Apologize. No, I understand.
67:00
Speaker 2
and you one, okay, and make sure to take note of that router password okay? And good thing for this router password. For example, you forgot it on the future, Olga. You can actually change it from time to time. [silence] Yeah, that's it. So you need to follow standard rules. Yeah, I don't really apologize for the inconvenience, Olga. It's for security purposes.
67:00
Speaker 1
OK, I'm done. Yes, it's thinking. Configuring. Almost. Oh Okay, created. Now let's connect to your Wi-Fi. I'm already connected, aren't I? next Let's please wait. Looks like you're not connected to your Wi-Fi. Please follow the steps. Go to your phones setting and select your new Wi-Fi. Okay, let me go to my phone setting again. Oh yeah, it's not on here. I'm connected. Okay, let me connect it again.
68:00
Speaker 2
Yes, just double check, and then go back to the linces apps. Yes, this then I'll show me.
70:00
Speaker 1
[KEEP_UNCERTAIN] Trying to connect. Incorrect password. Yes. I'm going to type it in very slow. Maybe I hit. Something's up. It won't accept it. It keeps going back to Netgear. Uh, okay. I'm going to, yeah, I'm.
71:00
Speaker 2
Did you create your different wifi password and wifi name? Now forget the network. Try to forget the network, disabled.
71:00
Speaker 1
Auto reconnect okay let me try again okay why is it couldn't connect it says couldn't connect it's still trying to connect to Netgear couldn't connect okay hold tight it says Wi-Fi direct intelligent Wi-Fi advanced settings
72:00
Speaker 2
Yeah, disable that or turn it off. So auto reconnect. [silence] Now forget the network. Click the three lines and then forget the network.
72:00
Speaker 1
for the three, the three dots. No. Uh, Wait, somebody is out in front of my house. Ooh. I don't know why. These people are here. I don't know what he's doing. Uh, let's see. Incorrect password, auto reconnect off. Is there anything? Oh.
73:00
Speaker 2
Are there an option does forget this network? or forget... [silence] Then forget the network. Select, select your Wi-Fi name for the five.
73:00
Speaker 1
[KEEP_UNCERTAIN] forget. Wait a minute. Wait a minute. Wait a minute. I think I found it. Hold tight. Let's go to this one. Okay. Now it wants me to uh it won't accept the password. I go back to Wi-Fi, it keeps going to Netgear guest. I don't even know what Netgear. Netgear. Bye. Yeah, I have it. Yeah.
74:00
Speaker 2
[DOWNWEIGHT] gheherz ban. Uh it's the it's your network from your modem. Uh your wifi name is underscore vell setting. Make sure to select that. Eh sorry, your wifi name, the 5 biggerhertz bend. Make sure to select your wifi name.
74:00
Speaker 1
it keeps, it keeps, I keep hitting that, and as a question mark, it says, incorrect password, make sure you reentered. Okay, hold on. No, no, no, I didn't, we just did the right of password. That's, that's new. I didn't, I didn't do that. Next gear. Next gear is connected. No, the next gear is the old, the old one. No, no, no, I'm not connecting to it. It just keeps going back to it. And every time I hit, I click on, um, the new one, underscore five, it wants me to put
75:00
Speaker 2
Enter your WiFi password, not your router password. Okay. Is your WiFi name named Netgear? Okay, so do not connect to Netgear. Connect to your Linksys network. Okay.
75:00
Speaker 1
my new password in I keep putting oh shoot okay, it's thinking it just I do not know what is going on but it just keeps saying that my my password is incorrect and when I come back to the Wi-Fi page where it says you know Wi-Fi calling blah, blah, blah Every time, it says, Netgear Guest. So, somehow, this is on my cell phone. Some, somehow, it, so turn it off, turn it back on. But it's not. No, no, I don't. Well, the computer should be on Spartan. Even the computer is on Netgear. Let me try this. Now I switched to the new password. It's clicked. Now it's searching for the new password.
76:00
Speaker 2
Is this your phone? It might be your phone needs to restart or do you have other phone in your end? Try to connect your computer to 5 gigahertz band if it works now.
77:00
Speaker 1
Okay. Let me put. Okay. Now it's verifying. Hold on. Hold on. Why does it keep going to Netgear? It just keeps going back to Netgear. I click on. Oh, wait. Hold on. It just. Okay. So on the laptop, I just noticed. Okay, hold on. [KEEP_UNCERTAIN] I put the number back in. Nope. Some information changed since the last time you connected. We need additional information to complete the connection. It will not on my phone. Thank you. Okay, let me let me, uh, so I clicked
78:00
Speaker 2
Okay, so under Linksys app, did you change your username and password on the Linksys app? Yeah, when you try to access the Linksys app earlier. Did you change your Wi-Fi name and Wi-Fi password?
80:00
Speaker 1
I opened up the Linux and it's showing my new name, my password. Go to your phone settings app and select your new WiFi. WiFi name, password. Once connected, return to this app and tap next. I'm just going to hit next and see what happens. No, it's not going to connect because it keeps showing neck here. No, I didn't. Honestly, I didn't. I didn't. I haven't done any. It's showing that I put it on turn on to connect available WiFi. Turn on turn WiFi back on manually.
81:00
Speaker 2
Yeah, because it might be you used the Wi-Fi name and password of your Netgear to change your plan set network. So what is the Wi-Fi name you entered earlier when it asked you to create your Wi-Fi name and Wi-Fi password?
81:00
Speaker 1
I don't know. I don't know what the hell. I don't know. So, I'm on my laptop looking at the the Wi-Fi. It's searching. Huh. It, it, it, it, it, it, it doesn't show anything. Okay. I hit Wi-Fi. Wi-Fi and it says Wi-Fi is off. Turn it back on. It's searching. Now, when I hit my new one, it says connect automatically. I hit connect automatically. To the new one. Okay. Okay. I turned off connect automatically. On the laptop. Okay. It's connecting. Nope. Okay. Let me put my new number in. New name. [silence]
82:00
Speaker 2
but I don't would incur dend what you want the name of the network in there. [silence] So let's go and disable that.
82:00
Speaker 1
Now searching, nope. It's still connecting to net year. Or Wi-Fi settings. Okay. So I went to the page with the um that, net gear. I mean, not net gear. Networks and internet for Wi-Fi. Wi-Fi is on. Net gear properties connected. So, if I click on connect his or net gear, I'm gonna turn off connect automatically when in range. No.
83:00
Speaker 2
a little bit maybe your Linksys network change the next year No, select your Wi Fi name for the Linksys network is your length is network. Wi-Fi names are still there. 2. 4 and 5.
83:00
Speaker 1
Something's not right. Something's not right. I, it's, it's there. It's there. System home. I, I'm on the homepage for my laptop Wi-Fi. I click on Wi-Fi. Connected, Netgear, Windows update, printers, scanners, Bluetooth, sound, view all devices. Okay. So I'm clicking show available networks and I'm clicking on the.
84:00
Speaker 2
Your Wi-Fi? You have two Wi-Fi name for the 2.4 and five, right? And because Select your Wi-Fi name for the five gigahertz band not the mid gear.
84:00
Speaker 1
New Wi-Fi password for 5. Okay, I'm going to click on that. This is not Netgear. It's my new name for the password. I'm connecting, I'm hitting connect. It's searching for Now it's asking me for a new password. I'm putting that in now, next. Nope, it won't take it. It will not take it. It's still connecting to Netgear. something's not right so I'm on my phone now and it says net gear can I add a network on the cell phone They won't connect even on my phone I hit the new password name and so how on my net gear I wasn't even on the net gear I I didn't even click the net gear
85:00
Speaker 2
No, because we are no longer. We cannot no longer connect with your linksys network. Olga, that's the problem here. I don't know what's really going on, if you accidentally changed that into the NIT gear. Why weren't able to connect? It might be that you accidentally changed your Wi-Fi name and password and copied the credentials onto the NIT gear. Your modem is the NIT gear. It's a combination of modem and router.
86:00
Speaker 1
So what do I do to correct it? To the new? Do I, I do not have an extra, there's only one that came with the box. So you're saying I need another internet? Uh, oh my God. I'd have to dig for it. Hold on, I don't know if I do. [silence]
87:00
Speaker 2
That's why it's broadcasting its own Wi Fi name and has a Wi Fi password. Were you able to connect your computer directly to the router wired? Grab an extra Ethernet cable. Yeah, do you have an extra Ethernet cable there?
87:00
Speaker 1
So, in my bag of goodies, I found a yellow. I don't know if it makes any difference if it's yellow or white.[silence] How do I know if this is an RJ45?
88:00
Speaker 2
Yeah, that's okay. Make sure it's our J45. Connect the other end to one of the Ethernet port of the parent now directly to your computer.
88:00
Speaker 1
Okay. All about. So I'm connecting, connecting the old net, uh, router, Netgear router, or the Link's new to the computer. Which one? I don't know, this won't fit. No, this won't fit to my, my laptop. Nope. Nope, nope, nope, nope, nope. Won't fit. Must fit.
90:00
Speaker 2
that is why I'm asking because we are no longer connected to your Linksys network we don't have the option to access the router settings to check your Wi-Fi name and password so we need to have direct connection is your computer has an Ethernet port new the Linksys router the main router from Linksys [silence]
90:00
Speaker 1
old fit. Nope. Dope, dope, dope. Um? Okay, I have a problem. Where's my phone? Where's my phone? I'm doing. I. So, I. Oh my God. This is horrible. [silence] do you have a question for me? Yes, I do have a question for you. I'm This is horrible. This is just horrible. I have to go and move my car. Okay. Um, can you hold on or should I just forget the phone call or call back? [[silence]] So I, I, I I'm, I'm super frustrated right now. Very frustrated. So can you hold on? Should I hold on with you till I go move my car or what do you suggest? Because I have to go move my car. End. OK. I'll call back. Thank you so much for your help.
91:00
Speaker 2
Yeah, you can do that, but because if we're not, if we're no longer connected to our Linksys network, um, Olga, and we do, we doesn't have any device can't connect with it, so we need to reset everything and back from the beginning. That's horrible. It is. Um, Okay, you're welcome and have a great day. Bye for now.
92:00