V2 Rubric Detail — 50844bf2-68d2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:53
Duration
80m 50s
Contact
Frances Cey
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133427
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration
⚠ 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: Agent engaged in Avoidance/Evasion (B) by refusing to provide basic troubleshooting due to expired warranty, despite policy requiring best-effort support for OOW devices. This constitutes a critical failure under the rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the issue and violated OOW support policy by withholding troubleshooting and pushing paid support. While some correct technical guidance was given, the lack of diagnostic rigor, ownership, and customer adaptation resulted in an ownership gap and triggered an auto-zero for avoidance.

V1 Case Analysis

Customer reports four Linksys Velop nodes offline for four days despite working Spectrum modem. Warranty expired 2021. Paid support processed. Agent provided incorrect reset instructions (confused 5-press pairing method with reset) and failed to verify WAN connection. Parent node remained blinking blue; child nodes showed inconsistent colors. Customer directed to wait for Spectrum technician. Issue unresolved.

Troubleshooting Steps
  • Power-cycled parent node and toggled power switch
  • Attempted reset button hold on parent and child nodes with incorrect instructions
  • Attempted 5-press method on parent node with incorrect guidance (used as reset instead of pairing)
  • Swapped nodes and disconnected extra cables to isolate faulty unit
Key Observations
  • Agent never confirmed product model number before providing technical instructions — critical for accurate guidance.
  • Provided materially incorrect reset instructions: stated reset requires LED to turn off, but KB states LED must flash red 2–3 times then turn off.
  • Confused 5-press method (used for pairing) with reset procedure, instructing it as a reset step.
  • Failed to verify WAN connection by testing directly with a PC or Ethernet cable — a basic diagnostic step.
  • Did not escalate to Linksys support despite multiple escalation triggers (blinking blue, solid red, failed reset).
  • Did not follow Angry Customer Protocol despite clear customer frustration.
Positive Highlights
  • Correctly identified devices as out-of-warranty and offered paid support per policy.
  • Collected device serial number (after multiple attempts) for reference.
  • Confirmed customer ISP (Spectrum) and asked about reported outages.
Agent Errors / Gaps
  • Did not confirm product model number before providing technical instructions — critical for accurate guidance.
  • Provided materially incorrect reset instructions: stated reset requires LED to turn off, but KB states LED must flash red 2–3 times then turn off.
  • Confused 5-press method (used for pairing) with reset procedure, instructing it as a reset step.
  • Failed to verify WAN connection by testing directly with a PC or Ethernet cable — a basic diagnostic step.
  • Did not escalate to Linksys support despite multiple escalation triggers (blinking blue, solid red, failed reset).
  • Provided looping and contradictory instructions, causing confusion and inefficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The parent node remained blinking blue throughout the call and the customer had no internet connection by the end — the core issue was not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through reset attempts and LED observation, but skipped foundational steps like power-cycling the modem, testing direct modem connection, or checking cable integrity.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated that no free support could be provided due to expired warranty, violating the OOW best-effort standard which requires troubleshooting regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking blue LED as a symptom but failed to ask about modem status, internet access on other devices, or perform a direct speed test — missing root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as the router’s web interface (192.168.1.1), firmware check, or WAN status — despite the customer having access to devices and being able to read labels.
T3 Partially Met No misinformation conf 90%
Agent correctly described the 5-press method for WHW01, but inaccurately claimed free support is unavailable for out-of-warranty devices, contradicting paid_support_workflow.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but provided long, disorganized instructions with multiple silences and failed to set clear expectations at the start of the call.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'parent node' and 'reset' without consistent comprehension checks, though did adapt slightly when customer struggled with serial number reading.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent immediately pivoted to paid support instead of taking ownership, treating the case as a sales opportunity rather than a technical issue to resolve.
O2 Partially Met Proactive follow-through conf 85%
Agent outlined reset steps but tied them to payment and provided no follow-up plan or timeline beyond 'wait for Spectrum,' failing to ensure continuity.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was made and none was warranted — the issue was within L1 scope, even if mishandled, so the decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted, making E2 not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed minimal empathy ('I understand') but overall tone was transactional, especially when pushing paid support despite customer frustration.
X2 Not Met Tone & rapport conf 95%
Agent repeatedly asked for serial number without offering alternative (e.g., photo), and used the same technical script despite customer’s clear difficulty and non-technical background.
X3 Not Met Overall experience conf 98%
Customer had to repeat serial number multiple times; agent failed to use efficient methods (e.g., photo suggestion early) and added friction by requiring payment before troubleshooting.
Call Transcript145 turns · 152 lines
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.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. [silence] If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.Linksys.com.
00:00
Speaker 1
Yes, our LinkSys system is down. We know that our modem is fine, we have that with Spectrum but all of our LinkSys routers are not operating and so they're not talking to each other so we've been out of internet for about four days. So I wonder if there's a way to reset or someone walk me through what I might be able to do with our system. It was a few years ago, so I doubt that it's in warranty is why I pushed this number. Can you tell me where I'd find that? So, I don't know where that is.
01:00
Speaker 2
You can also connect with other users for tips and guidance at redit.com slash r slash linksys. Thank you for calling linksys. This is i, How Can I help you? Alright, thank you for sharing that information, ma'am. May I have the serial number of your linksys router? Uh
01:00
Speaker 1
Is it on? Okay, hold on just a second. Okay, hold on. Because, um, the last people that worked on this, which was spectrum, tied it together uh with a zip tie. So I'm going to cut that off right now and let you and then we can proceed. Hold on just a second. You be so There. That was smart. It's a good idea. So I have a Then. Thank you. Um I'll be right back.
02:00
Speaker 2
oh [silence]
02:00
Speaker 1
turning it upside down. Maim, password, recovery key, serial number. Are you there? Are you there? If you can hear me, cuz my phone dropped. Serial number is two one 5 0 2 4 7 8 2 9. 1 3 2 F. Do you want me to read that back? 2 5 F F one 1 1 5 0 0 2 4 7 8 2 9 1 3 2 F
03:00
Speaker 2
Yes. Yes, can you read that again? Can I read it then? Zero six six six two five two O three two five six six zero nine nine. Okay.
03:00
Speaker 1
1050 It looks like six two 63-271-27428. It's real hard to read this. I can go get another pair of glasses if that's not coming up is anything. Um, just hold on a second, please, so that I can try to get this up stable right I can't even, I I can't even move. This Right. Right. Okay. I'm just trying to get it so that I can put it on the ground, cause it's been tied up and held.
04:00
Speaker 2
Yeah, try to check it's because of usually the serial number have 14 digits or letters or characters. So take your time, man. Mm-hmm. Yes. - Sure.
04:00
Speaker 1
I'm sorry please just read this number please come here please I had to unhook and unlock it just hold the link says hold that on the bottom is the number on the bottom read the serial number turn it around turn around the serial number is written there there's someone coming here a different perfect if you could do that just read the serial number it says serial number I can't see that far right now I just woke up and my eyes are blurry and I don't have something to magnify that here hold on hold on this helps hold on hold on go ahead just lift it up lift it up serial number 25 F 106 0 6 8 2 7 4 2 9 I hope you got that okay did you get that? uh four two nine were the last three. I'm about to go ahead. We'll have to go with what he did. Cause he's. So. 25 F 106. Oh, six eight. 27 4 29. I hope you write the last time we can get it.
07:00
Speaker 2
What was the last number? [REDACTED_CARD_NUMBER]. So, 255. Go on. Thank you. Thank you so much.
08:00
Speaker 1
Thank you. Okay. Yeah, whatever you have is all we can do. We're having a lot of trouble trying to read it. Okay. Francis f-r-a-n-c-e-s last name is c-e-y Francis. C is in Frank r-a-n-c-e-s c-e-y Yes, c is in cat c-e-y.
09:00
Speaker 2
yeah, okay. I got it now. 25 F 10 40 60 60 8 and 27429. All right, mmhmm. Yes, all right. Um, ma'am, I'll create for the first record for you. May I have your name? What's your first name? All right, friends, your last name? T. E. Y.
09:00
Speaker 1
What is that? What are you spelling? What are you, my last name is C as in cat, E, Y. That's it. Yeah. Yeah. Uh-huh. F as in Frank, R, A, N as in Nancy, dot. C as in cat, E as in Edward, Y as in yellow, one, zero, one, zero,
10:00
Speaker 2
C is in Charlie. D for Delta. Your last name? E is in Edward. Y is in Yellow. Francis. Say. All right. Thank you. Yeah. All right. Thank you. Francis. All right. May I know your email address?
10:00
Speaker 1
at gmail.com that's correct yes yes I have four boxes four white go ahead yes do I have to find that on the bottom of the thing too good I'm sure glad you do
11:00
Speaker 2
all right it's friend so Say: ten ten at gmail.t nano Alright. You mentioned Francis that you have four links notes, so one parent note, Alright all workshop parent node, the one that's connected to your modem and three child nodes, these are wirelessly connected. all right so the model number of your notes are WHW 0 1 No, uh no, there's no need because we have it on the list.
11:00
Speaker 1
because it is impossible to read those. Uh-huh. Okay, so I don't know how to connect them. I don't know how to do anything. And we've been out of four days now we have had no internet. We use spectrum for our modem. And they're and they're coming here at one o'clock. What I didn't want to do I wanted to see if there was an easy way to get them back on because what they're going to do is put in their spectrum modem to get me through until we could figure out what to do with linksys or transfer over to spectrum and they charge a monthly fee which I don't do with linksys. So I wasn't thrilled.
12:00
Speaker 2
Uh-hmm. All right. Yeah. So...it's showing here on our system, uh, the the status of your Linksys uh nodes or mesh is offline. So all of your nodes are disconnected as of the moment. yeah. Okay. Um, can I ask you, who's your internet service provider? All right. Spectrum. Okay.
12:00
Speaker 1
boyd about that. But that was my option as of right this minute. Absolutely. Absolutely. The modem is not talking to the router. The router is not receiving the modem signal. And we correct. There's no problem. They're not blinking. Let me just go see the other one. The other one's up high. I can go look at the ones that I can see.
13:00
Speaker 2
All right. So the Spectrum told you that their connection is okay. Did they tell you that those no? So there is no problem with your internet provider. There is an internet, no internet service interruption, correct? So can you tell me, all right, that's good. Can you tell me Francis, what's the color of your nodes? Are they all red, solid red or blinking red? Hmm.
13:00
Speaker 1
Because they weren't doing anything. So hold on just a second. Over there and look and see. Because I know what you're talking about because they're usually either blue or green. Usually. Yeah, I am looking at the Yes, I am now. There's there's no blinking. There's no nothing. Uh uh it's supposed to be blue, I presume. And and it's it's vaguely it's vaguely blinking blue. There's a vague blue blink on this one. It's It's very vague, not solid. Correct. Is that a good sign?
14:00
Speaker 2
Just... just look at the parent node, the one... the one that's connected to your spectrum modem. Mhm. Mhm. Yeah, yes. It's supposed to be blue. Okay, so it's blinking blue. Not a solid. Mhm. Alright? So, if it's blinking blue, it means it's booting up. And that uh...
14:00
Speaker 1
of days. Correct. Correct. Yeah. Yeah, it's just vaguely pale blue. Uh huh. Okay. Right? Right? Okay, well, we've tried this. Yes. Yes. That would be real good. That's correct. I understand. Okay, first of all, I need to know this: is it something I can do who knows nothing? I am not technical. Is it something I will be able to?
15:00
Speaker 2
reset that parent node and all your other nodes and reconfigure them again now excuse the thing Francis yeah but the thing Francis is that your linksys routers are all out of warranty their warranty status expired last 2021 now uh if you want me to walk you through the steps on how to reconfigure these nodes you will have to apply for the paid support connect because I cannot provide you free technical assistance as your product is out of warranty so the only way alright so would you like to apply for the paid support
16:00
Speaker 1
[silence] able to accomplish myself. Okay. Okay. Okay. And do I have to be at a do each of this uh white boxes need to be attended to or just the one main one that's connected to the modem to start it all again. That's right. Okay. [silence]
17:00
Speaker 2
Yes, you can do it because I will walk you through the steps. Uh I'll be guiding you. That's the reason why uh once you pay, the the paid support, uh I will be guiding you. I will be telling you, instructing you what to do, so you will not get lost on the steps. Well, you have to once we uh reconfigure your nodes, we have to reconfigure all of them because your parent node is blinking blue. It means it's disconnected. So your other three nodes automatically follow suit with your parent node. So if your parent node is disconnected, then the three child nodes also disconnected. So, we will have to [silence].
17:00
Speaker 1
And it's right on the, um, it's right on the box that I work with it, or is it on a computer or do I have to do something else? Is it right on the box? Well, okay, so either way, but cuz the quickest way is, yeah, the quickest way is right on the box. Okay, so that, that will be fine. Okay. Right.
18:00
Speaker 2
... can reconfigure them all together up uh well we we can uh do a uh set it up uh through the using the nodes itself, pressing a button on there. That's the quickest way. Or we can set it up using uh your phone or your laptop using a device. That would be up to you. Yes. Yes, right on the router itself. Just pressing the button. That's the quickest way. There's a button that we need to press. [silence] But the disadvantage of that is that once we set up your node uh pressing the button they'll password Transcribed by https://otter.ai
18:00
Speaker 1
Okay, and I don't remember. I don't remember my password. I know my own house Wi-Fi information. Is that what you're talking about? I don't remember any links. Okay, so I just need to. Yes. Oh, it's on the box, the Wi-Fi and the password? For the LynxS waste?
19:00
Speaker 2
the Wi-Fi name of your links your links is node will help the phone oath follows yes written on back on your router so does everyone password you will connect yes yes the Wi-Fi name will longer be your previous Wi-Fi name but the one that's written on the links is on your parent nodes links this so that be the one are you will be using to connect the name and password if we do set them up using the quickest rate to don't have to create a Wi-Fi name a Wi-Fi password because it's already on the backs yes it's already
19:00
Speaker 1
it's on the box, okay. Okay. Okay, because I don't, I don't know what it is and that'll be interesting to try to read that. You saw how much trouble we had just trying to read the serial number, but, um, okay. Uh, let's, uh, send me to wherever I have to go with that. We're going to reset each white button. I don't care anymore. I'm just saying I'm going to do, would you like me to read something here for you really quick before I leave for the last time? No. I'll try to do this myself. I don't, uh, I don't have help. I have to go through every box and I'll take care of it. Go ahead. Okay. Just hold on a second. This is just such a mess down here that it's, uh,
20:00
Speaker 2
[silence] on the yeah on the linksys router yes. Try to [silence] uh if you can't read uh the letters or information on the linksys router at the bottom of it, you can try to take a picture of it on your phone, take a screenshot, so that if you can't write it, you can enlarge it on your phone or zoom it up.
20:00
Speaker 1
really, what a mess this is to deal with. Um, hold on a second. Hold on while I just, try to get ahold of it, even. If I can just get a spot here. If I can just hold it, it would be wonderful. Okay. Do you wanna read a few numbers? Okay, go. Just go. Please. I'm gonna, I'll read some numbers for here we go. Which numbers do you need on the bottom while I have somebody's eyes? You're gonna do this for all of them or just this one? and I'm, and do we have to... Okay, hold on. Right here. Wi-Fi name and password. I'll give you my glasses. It's right on the bottom. There you go. Wi-Fi name and password. And does it, and once we do that, it's not different on each box, correct? I don't have to lift up each...
21:00
Speaker 2
the wifi name and the password. [silence] Yes, because you just need to connect to one wifi.
21:00
Speaker 1
Okay, good. Okay, here we come. The Wi-Fi name. Underscore, V-E-L-O-P. Hold on. Hold on. Hold on. Underscore V-E-L-O-P. Write this down. Hold on. I don't wanna just write it down. I gotta get a paper to write it down because you can't hear me. So, let me just. Okay, Daniel. I have to use. Okay. Okay, I'm ready. I'm ready. Okay, that's all I need, Daniel. Then you can leave. Just this next thing, the Wi-Fi number and the password. And then we're done with what you have to do and that's it. And I'll do the rest. Okay, Wi-Fi. Underscore? Underscore, V-E-L-O-P. Okay, setup. [silence] B-B-D-U-P-D-9-Four. Right for the password. Yes. D-U, V-5, Y-T-5-J-U-Y-R recovery key, 02796 boy that's helpful. You've got all I need. Thank you. Goodbye. Okay. Thank you so much. Okay. Okay. Um, ma'ma I'm sorry, I didn't get your first name. Can you spell it? I Oce. Oh, that's pretty. That's pretty. That's a pretty name. Okay. I have the Wi-Fi password, the Wi-Fi and the password. Now do you need each one to me to read you
22:00
Speaker 2
This is A.Y.S. A for apple, Y for yellow, S for sand. No need. I just need to uh, we will only need that once your node is set up. So
23:00
Speaker 1
yes I have to I have to try this nothing else I can do uh-huh hope it works yes yes yep yep right right [silence]
24:00
Speaker 2
You're going to apply for the paid support. All right, so first my uh tools for so that we can process the payment. This is a one-time non-refundable technical support uh and uh it will only last for this call session for approximately [REDACTED_PAYMENT_DIGITS] minutes. And I also have to set expectation to you Francis that um if we can if we're able to set up your nodes there's no guarantee that we will be able to connect to your internet because we don't know yet what's causing your issues so far.
24:00
Speaker 1
Yeah, we don't have any problem with the signal from the modem. There's no problem with our spectrum. The only problem is the system, the Linux. Yeah, I do. I do cuz we've, yeah, we've reset it four times already. And they, uh, I've talked as I've talked to them many times and they said there's absolutely no problem with the signal from their modem. So I know it isn't from them. [silence] I'm [silence]
25:00
Speaker 2
Nodes get disconnected because it could be a normal disconnection of your mesh system or it could be your internet connection has an outage, internet outage, okay? Well, We cannot be sure of that because we don't have any devices that connect directly to your Spectral modem to verify that there is an internet connection from your modem. [silence] Well.
25:00
Speaker 1
Yes it is. The card number is an American express [REDACTED_CARD_NUMBER]. I believe you got that. I'm going to uh
26:00
Speaker 2
The first name on the card that you'll be using, is it your name, Francis? F-R-A-N-C-E-S. And your last name, is it C-E-Y? Alright. And the card number. Mhm. [silence] Mmm, [REDACTED_CARD_NUMBER].
26:00
Speaker 1
read it to you again because I'm not sure if you're missing a number. So let's do that one more time. Take a look at it, please. 3713335208188004. Yes. Yes. Correct. Three three one three three one Correct. And the code is 7764.
27:00
Speaker 2
Mm-hmm. All right. The first form numbers is three, seven, one, three, correct? All right. Okay, we get it. It's an Amex card. Mm-hmm. What is the expiration, month and year, expiration of the card? All right, [REDACTED_PAYMENT_DIGITS] and the security code?
27:00
Speaker 1
I need to know how much this is. seven seven, six, four. Correct. So I need to know what you're charging. 15. Okay, that's fine. Okay. nine one three six four. Correct. Correct. Yes.
28:00
Speaker 2
7, 7, 7, 6, 4. Right. And how much is the charge? It will cost you on the [REDACTED_PAYMENT_DIGITS] US dollar. Yes. Wow. It's zip code [REDACTED_PAYMENT_DIGITS] And I'll be using your email grant.sayat@gmail.com so that once I process the payment transaction, I'll be sending you a confirmation. If you confirm, you'll be getting the unlock key within the next hour. So let me process this payment. All right. And that's all that I have this time. Thank you. Thank you. Bye.
28:00
Speaker 1
Fine. Fine. Thank you. OK. Thank you. I will need your help. Not right this minute. Two minutes. I have to go to every box and do something. The only box I can't reach is the one in my office. Not yet, but if you could be prepared, I'd appreciate it. I've already had a dig and throw things on the floor in the front calls. We are going to try to reset each box. She's coming back to me in a minute.
29:00
Speaker 2
I will send you the invoice or receipt of the payment transaction so that you will have a copy of it okay all right you're welcome Francis I'm gonna process now the payment I put you on hold for two minutes okay okay hold on [music]
29:00
Speaker 1
Come back to me in a minute. I had the ziZwit, there's the box there. That one is not working. The white, obviously. She's going to tell me how to reprogram it. I'm going to do that. Then we'll go into my office. So you can sit down and relax for a few minutes. And then I have to go to the one in the hall and then the white box in your room. 1:00. Spectrum's coming. I might not need them if this works. The problem is this link list. The problem is the white router. It's called link. The problem is not spectrum. Okay? So if they came, they wouldn't put in a spectrum box and say you're good for a few minutes if you want to keep it, whatever, pay for it every month. I don't. If I get the link. Okay, good. Okay, then we're done. I'm waiting for her to
30:00
Speaker 2
Hi. All right, uh, Francis. I've already processed the payment and I've also sent the invoice to your email. Now, let's uh, proceed with your concern. So that we don't waste your time. Uh, can you um, bring all your nodes together? Uh, the three nodes near the parent node? Oh, the the nodes is... Uh, the node is the routers that you have. So they are called nodes.
31:00
Speaker 1
Okay, the Linksys router is in my hand. It's a Linksys router and I have four total. I'm at the main Linksys router now that is connected to the main modem. What? I've never, yeah. Cut off this. I've never unattached all of them. We need to set up the box. It's in the living room. Yes. Yes, disconnect you listen to me please. It's very hard to listen to all of this at once. You want me to disconnect all of the routers and bring them to this one. Is that true? You want us to disconnect each box and bring them to the the center. Yes, okay. I'm going to. [silence]
32:00
Speaker 2
Or the packs yes but but you said that you have four linksys router right. Yes. Yes. So I need you to bring the other three near your main uh, linksys router. I need you to bring all the three next to the main router because we need to because we need to set them up together. You have to take them all. Yes, unplugged. Yes unplugged. [silence]
32:00
Speaker 1
not true exactly. It's from the power. OK, you want us to disconnect the power to it so we can disconnect it. Is that correct? Yes. Correct. Turn out of the way. Just disconnect the power. OK, so it's the white power cord, correct? Just bring the white box, right? That's correct. Just the box. This is going to be really rough. Shut up. Please don't talk to me. Okay. Don't talk. Okay, so I guess we have to bring the whole power cord. This is going to be tri weeks eventually. I understand what you're saying, man. Thank you. Yes, the power adapter is coming.
33:00
Speaker 2
Yes, you have to, and plug them, uh, there where your parents is. Yes, the Power Core adapter, bring, uh, bring the box and their Power Adapter. Because you're going to plug them, uh, right next to your parent, your main router. Mmm. Yeah, you have to bring all three. And all their Power Adapters.
33:00
Speaker 1
[KEEP_UNCERTAIN] Okay, so we'll do that one. That's easy. The one that's going to be really a difficult one is going to be difficult. But we'll get this done. which you get out of the way. Please make sure to do... difficulty. The venue sort of this. Let's find... they did one so far. They're in very different places in our house and it's tough to... it's going to be very hard in my office to get this. Okay. So I'm going to label each one so that I know where to put them back is what I have to do because they're specific to the spot. Aren't they? Or no? They're not specific to the spot, Ace.
34:00
Speaker 2
Mm. Mm. They're not specific, you can all use
34:00
Speaker 1
Oh, okay. That's what I wanted to know. Okay. Okay. Then I don't need to worry about them going back in the same exact order or place. All right. Uh-huh. All right. Let's just jump ahead a second only while we're trying to get these out of the walls. Um, you are going to have me plug in all of them at the same time? Because that means three different plugs and they're in different locations. So I wanted to know what you're going to have me do. Do they all have to be plugged in together at the same time? Okay. All right. Well, it doesn't okay. [silence]
35:00
Speaker 2
Because there are all the same child nodes. Yes. Yeah. You don't need to worry. There's no specific for that no because they are all child nodes of your parent node. So you Yes, because yes, because we need to check the light our status. What will be the color of the LED when we set them up?
35:00
Speaker 1
so I mean every. I have uh. I have two areas near our modem closet. One area has two spit outlets, so two are there, and across the way is another outlet. So I can't get them identical next to each other. I can put two next to each other, but the third one that is getting will be on the other side of the. So is that a problem? Okay, that's fine. I only have one so far and I have the main one. So we're we're down. We're two out of four. Um, hold on. I thought we had one in that back. We don't? Okay. All right, then we only have three
36:00
Speaker 2
Are there a lot of Power outlet in that area? Are you can you see a lot of Power outlet? Okay. All right. That's fine. Let's just try to at least uh let's try to set up the two child nodes so we can set up the other uh the third child node later on. Okay. Yes. I think you only have three. I think you only have three link planes. Mhm. So that's good. So our... Mhm. Mhm. Mhm. No.
36:00
Speaker 1
Oh, that, so he's getting the one that's the horrible one that's on the top of a cabinet in my office with my computer, so. Hmm. Yeah, yeah. Yes. If you hold on. Yes. Yes. Going back to the middle. Here we are. Vaguely blinking blue. Weakly blinking blue.
38:00
Speaker 2
Sure. While we're while we're waiting for the other back links to update, can you check what the light status of your parent node, the links that is connected to your modem? what is the color of its what is the light? Is it still blinking blue? Okay. Okay. I I need you to try to reset that first. Since that's the parent node, do a reset on that parent node. Here is what you're going to do, Frances. For at the bottom.
38:00
Speaker 1
Uh. Yes. Yes. Yes. Yes. No, it's still blinking. It's still blinking. I'm going to press the reset again. I'm going to press that again. Ugh. Okay. I am pressing and, uh, yeah. I'm standing here. Uh doing that. It's still blinking so I have to wait awhile I suppose. Uh, it's still blinking. Uh, yeah. Uh, it's still blinking.
39:00
Speaker 2
Okay. at the bottom at the bottom of that parent node there is a reset button uh do you see the reset button? Okay, you need to press, press the reset button, press and hold. and once uh the light is off, Okay, check on the L.E.D. I.E. I.E. D. the light, if it's off, you can release, holding the reset button. Okay. Okay. yeah, you press and hold, you press and hold. do not let go, until the light is off. yes. so you need to press and hold the reset button.
39:00
Speaker 1
I'm doing that. It should turn off right away. It isn't. It's still blinking blue. It is not doing anything. While I press that reset button. It looks like there's another. There's another switch. next to it. Do I do anything there? because there's an on/off switch underneath it. Yeah, well, I understand it's not resetting. It's not turning it off. Not it's not turning it off. My finger is on the reset and it is not turning it off. Okay? Yes, yes, I'm holding it. It is not.
40:00
Speaker 2
you should turn off. if it doesn't, it doesn't. Mhm. no. No, we have to reset it or we cannot reset without the light changing to a solid purple. And for it to light to change color, we need to do a reset. And if it doesn't, we have to reset it. Mhm. no. No, we have to reset it or we cannot reset without the light changing to a solid purple. And for it to light to change color, we need to do a reset. And if it, then we would be. Okay. All right. So even when you're holding, pressing and holding the reset button, it's light didn't off.
40:00
Speaker 1
It is still flashing blue.
41:00
Speaker 2
K. Alright. Now, I need you to turn off the power switch. The one you mentioned. There's a power switch. Try to turn it off. The power switch, uh, it's also located at the bottom of your router. You can see the toggle. No, uh, what I mean to say, uh the power, no, you can see the power switch. There is a,
41:00
Speaker 1
Oh, okay. I'm looking, I'm looking up and down. Okay. I see it. The on-off, where it says on-off. Okay. So that goes up and down. Okay. I'm just trying to see. Okay, um, okay. I just pushed it off and I just pushed it back on. Okay. I just did that. I will look, I'm going to turn it off again. So I power switch right here, right here there. It's off. And yes, yes, yes, yes.
42:00
Speaker 2
Power switch at the bottom of your linksys box. You just need to toggle it, you know, move it up and down. Yes. Yes. The on and off. You just need to off... On. Mm-hmm. Just turn it off and then turn it back on. Okay. Did it slide? When you turn it on. Okay, when... When you turn it off, did it slide went off? Yes, try to check on its light. Okay, so its light is off. Okay,
42:00
Speaker 1
Yes. I turned it back on. flashing. It's not flash, it is it is blinking blue, very light blue. It is blinking blue. Yes. What are you- Yes, now we're going to look at the other two boxes. Do you want them plugged into the wall? Yes? Okay, we're doing that now. Yes. Okay, honey, we're doing that right now. [silence]
43:00
Speaker 2
Okay. then turn it back on. Okay, now turn it back on. And what is the light status now? Okay, let's just wait for its light to stabilize. While waiting for its light to stabilize, can you check on your two back Lynksys towers? Mhm. Yeah. You need to plug them to a power outlet because we also need to check its light status. Mhm.
43:00
Speaker 1
now, we're putting both of them into the power source. Okay. And now you want us to see what? Mhm, yeah, okay. Yes, we connected. That's right. We just did that. Now the color is nothing happening on one of them. And it looks like they're both blue. They're they're both blue with no flashing, no nothing. They're just blue dots. Solid blue, not flashing. They're not blinking. Do we want to turn them on and off like you did? Now, should we try to reset these? Don't do anything yet. Not doing anything. We have to see if you want to reset or do on and off on the bottom of them or anything.
44:00
Speaker 2
Okay. Yeah, the power starts on yeah. Yeah. Only connect them to a power outlet. There's no other cable should be connected. Solid blue. That's weird. Since the parent node is flashing, then those two nodes should also be blinking. their lights. Mm-mm. Uh, let's do let's
44:00
Speaker 1
Yes. What? You press an old bath and you're ready. Yes. I have to look at the lights on the bottom. Keep your finger on it. Shut. One second. Do you want my hands on the reset? Yes. Yes. And turn them over so I can see the color. Okay. They're both red when he pushes the reset. They're flashing red. turned off. Okay. It turned on. Okay? We did. They're off. They're not blue.
45:00
Speaker 2
two or reset on them. Just like what we did. Uh, press and hold the reset button. Wait until its light is off. Okay, press and hold the reset button. Wait until its light is off. Once the light is off, you can release. Okay, that's fine. Oh, just wait for it to slide turned off. Once the light, once the light is off, okay, let go. Okay, let go. So, let's just wait for it to come back on. They will turn it back on on its own. So, let's wait. [silence]
45:00
Speaker 1
They are blue. They are blue. Yes, we heard that. They're they're blue. Nothing flashing, not bright, but the color is blue. Yes. Yes. Yes. That's what we did. We already did that. And now it's no fingers on any buttons, and it's looking at it, and they're blue. They're not bright blue. Yes, the color is blue. You must calm down.
46:00
Speaker 2
Okay. So, the light went off, and then now they're back all to solid blue. That's weird, because we did a reset on them. When you press and hold the reset button, you should have seen that its light changes to flashing red, until its light went off, right? Yeah, um,
46:00
Speaker 1
Okay, so they're both blue. Thank you. Yes. They're solid? They're solid blue. It doesn't look like there's a light underneath them. The the dot is blue. Mhm. Yes. One of those says Wi-Fi. One of these says Wi-Fi. Oh. This one doesn't. This one says home. This one says, this one says home. Do you want the letters after home? It starts with a. Home. Yeah. It's name. I'm not home, it's name. Yeah, it's the name. Do you want that? Hold on. [silence] EP
47:00
Speaker 2
Uh, they're not solid purple. Uh, are you sure that they're solid blue? Okay, uh, can you check one of them, uh, at the bottom of one of that node, can you check the WiFi name?Then you check the WiFi name. Check the WiFi name of that node. Then you check the WiFi name.
47:00
Speaker 1
Okay, we're trying to find where you're look where you where you need eyes and we're looking at the bottom. It says name. Yes. Okay. Okay. Okay. To see if I can find it. Okay. All right, let me just do that. Okay, I want to make sure you have my phone number so that you can call me if we get disconnected. Will you take that for me? Well, we're trying to get the 60 minutes done, but we're doing the best we can. Ron, can you read this first one under
48:00
Speaker 2
okay. look at the bottom, look at the bottom of that tower and look for the Wi-Fi name. Now, take note of that Wi-Fi name, and then on your phone, Wi-Fi settings, use your phone. Check on your phone Wi-Fi settings. and see on the list of available if you can see that name. Yes, sure, but as I've mentioned to you, Francis, this paid support is only good for 60 minutes, okay?
48:00
Speaker 1
name just read me what it says well you want the name yes right here of the Wi-Fi it's underscore V keep going L OP and then it's set up BAC capital okay okay what else just wait because I'm gonna have to find it on my Wi-Fi list okay so I have underscore V E L O P set up BAC and in a minute you can write that one down here Ron I'm going to oh they're different yes they are yes they are if you just write that well I'm looking for this okay you're going to have to hold on miss because I have to use the same phone and I'm going to have to look for the Wi-Fi on the settings okay uh ace okay hold on yes I'm looking for the Wi-Fi settings if you hold on just a second I'll look for that
49:00
Speaker 2
Yes. On your phone?
49:00
Speaker 1
hold on. hold on. now I have to just go to this. find the Wi-Fi setting. [silence] okay. so I have it. uh, B.A.C. yes. I have it here. should I push it? I have the setting on my available network. next. [silence] you. main
50:00
Speaker 2
If you can see the Wi-Fi name of that node then it means your node was properly reset. But if you could not see it then your node was not properly reset. No? Okay. And how many Velop setup can you see there on your list of available networks? Two. So it's good. So it means the two the two child nodes you have was properly reset since it's showing their Wi-Fi name on your phone Wi-Fi settings. Now, let's go to your parent node. Is it still blinking blue?
50:00
Speaker 1
Node is what Node is what you want. You want or the one we haven't been working on. Okay. Um so let me see what color that is. Yes, it's still blue, not blinking. It's blue, not blinking. Solid blue. Yeah, the other two are red. Okay, hold on a second. Yes, they did. Two Velb Lep setup Wi-Fis. Is um do you have the B 80? Yeah. Um okay, so we have the two that are not the main ones, Yes, the two that are not the main ones, we have their available networks. I don't have the main ones and they're both red, the two that we're working on, they're both red. The main one is still not doing much over here.
51:00
Speaker 2
Yes. Yes. So, it should also appear on your phones Wi-Fi settings. You should see tree belt set up Wi-Fi names. You have tree bell? Yeah, you have tree bell.
51:00
Speaker 1
[silence]
52:00
Speaker 2
okay
52:00
Speaker 1
Can I get your finger to do this? My nail was sticking on it. Right on the bottom just push the red down reset button. So he's going to use his finger. I have nails. press it and hold it on the bottom. Red, the red button, yeah. And then what color do you think it should be coming up? Just blinking. Blue? Just blinking. Wait for the light to turn off, what we do, right? So yes, friends. Trying to reset. When it's not doing. I heard you. Okay. When it's not doing anything anymore. Well, next time this happens. We [silence]
53:00
Speaker 2
Press and hold. [silence] Uh, you should wait for it slide to turn off. [silence] And then let go. Once the light is off.
53:00
Speaker 1
If we ever get this fixed, we push the reset button, we toggle back and forth, the on off and then hopefully, we get this. It's red, which isn't the right color for us anyway. We're still waiting for. It's getting there. Hold on. I think we're coming to a conclusion. Hold on. Hard to so loud. Yeah. It's still blue. It's still blinking blue. It's still blue. It's still blue. No, no, no. I don't know. Would you. No, it's not flashing red. Is defective.
54:00
Speaker 2
So, it's still not turning off, it's light, yeah. Once it's flat bright red, then. Did, it didn't flash red, it didn't flash red. So, I think that uh parent node you have has uh LED defects because yeah. Because, when we do just like the child node you have, when we do our. [silence]
54:00
Speaker 1
And so I it's not right. That's correct. It has not changed the color. Um, I'm wondering should we flash that toggle that you said? The on off toggle might help. Should we try that? Do I need to hold my finger on this? No you don't, Ron. We should have reset. Okay. Okay, okay, hold on a minute.
55:00
Speaker 2
resets its light should change color, like flashing bright light until it's that will turn off. but that parent note you have didn't uh change it's like. [silence] Okay, can you no there's no need because we already done it before on it's still the same result. uh let's try this uh let's try to uh unplug that parent node. swap it with your other swap it with your other child node. Yeah, let's use the other child node.
55:00
Speaker 1
[silence]
56:00
Speaker 2
yeah, the one that we have properly, reset, yeah. So that we can set up your nodes, because it's taking some time now and... We're going to set up first your two nodes. And we'll do that, uh, we'll do, uh, troubleshooting with that, uh, problematic, in a later time. Because we need to set up first your two nodes that's working so that your time will not be wasted on, uh, troubleshooting your node.
56:00
Speaker 1
plugs all the rest of the uh plugs on the other one and switch it out that way. In other words, I'm I'm just removing the power plug in the back of one of these nodes, okay? And I'm taking the one that we're trying to switch out and do the same thing, right? Yes? Okay. Yes. I got you. I got you. I got you. Oh, what are you doing? Oh, how can I hold? Just get everything. This can take out all three, I can. I did. I know what I'm doing. Okay. Okay. Okay. We're trying to make the switch because there are three. We know what they are. Don't don't keep think there are three chords in the main one that we're taking out. We're dropping them down. We don't and he's putting them in an auxiliary. I'll just call them. We want an ethernet yellow, I yellow.
57:00
Speaker 2
Yes. Yes. yeah, you can unplug the the power adapter. What are the three cards that's connecting to your parent node?
57:00
Speaker 1
You want me to [ silence ] you? Correct. Yeah, I'm gonna get it. I'm gonna get it. I'm gonna get it I'm gonna get it Yes. It is the BAC. It isn't. It is the BAC. Oh, it's a late miss. The the the one that I'm switching out is BAC. Okay? Okay, we put in the power cord. The middle cord is a thick cable cord. And the other cord is a yellow. It looks like an ethernet yellow. So there are three cords into the main parent node.
58:00
Speaker 2
Okay. Okay. Yeah, one, uh, okay. Let me just clarify, Francis. One cord is the one that's connecting your parent node to the power source. One is cable is connecting your parent node to your spectrum modem. Right. And the other, the third one. What's-
58:00
Speaker 1
what right now and the new what i don't know i really don't know but we've always had them and they're always in there box and the yellow goes into the modem that is the spectrum uh this the white one is not the yellow goes into the modem and then we have a power cord on one and then the middle cord is uh do you want me to reset this one so should we try to reset this one is there anything flashing now just wait go ahead okay it's a flashing uh I don't I don't know but it's always been there and it's connected to a number try to disconnect it you want that one out okay okay we took that
59:00
Speaker 2
What's the one cable? What's the purpose of the other cable there? Okay, right. That's right. What reset? No. I want to know what's the purpose of the white cable that's connecting your parent node. White cable. Where is it connected? Yeah, the white cable.
59:00
Speaker 1
that out. Okay. We did it. Okay. So now we have two cords in there. Okay. Now what? What what? You want do you want to do you want to know what color it is? Correct. Yes. Blinking blue. Blinking blue? Let's see. Blinking blue. Yes, it's still blinking blue. Don't touch anything else. Just sit there and wait. Solid solid blue. Uh-oh. Solid red. Okay. It did not happen. I'm just worried about that middle cable we took out because we might need it. It's always been in there. You don't think we need to put that out?
60:00
Speaker 2
it's connected see you have swapped you have swapped your parent note with your other child note all right okay so what's the light status now of the child note that's connected to your spectral modem is it blinking okay let's okay let's wait for it okay let's wait for its light to stabilize because we need to have a solid a solid light or solid red light on that
60:00
Speaker 1
That back in. right, but we have that in the yellow one, the power one is not gonna, I don't know. I don't know. We took it out, I don't know. But maybe we need it to make this work, because it's how it worked all the time. So shouldn't we cause it didn't do anything. It's not changing color. Maybe we should put it in again. The only thing I can think of now. Yeah, we gotta keep that.
61:00
Speaker 2
Yeah, because usually when you connect your links router to your spectrum modem, you only need one cable, uh, the one connecting your links router to your spectrum modem. So it's only one cable. So that's why I'm asking, Yeah, that's why I'm asking, what's the, yeah. I'm asking, what's the purpose of the other white cable? Where is it connected? [silence] Yeah. No, No, because we only need, when you, we set up your, uh, parent node, Francis, we only need two cables. One is
61:00
Speaker 1
Yeah. Yes, we have those. Okay. So, we, we have that because the power cord is the thinnest one, and we have that. It's both in there, and there is no change on the color. There is no change on the color. Yes. Yes. That one. Okay, he's pushing down the reset, and you want it so that there is no, no blinking. Hold on to it. Yes. Okay, we'll see when it goes off. If it goes off. He's pushing.
62:00
Speaker 2
the one that is plugged to your power source. And the other cable is the one that's connect your router to your modem. That's the only two cables we need. It's still blinking blue. Okay, try to reset that. Okay, press and hold. Press and hold. You have to wait that its light will go off. [silence]
62:00
Speaker 1
It should happen right away, shouldn't it? It isn't. Just, would you just not watch please? Finger is still on the reset. It's still blinking. I'm giving her an updates. It shouldn't take this long, right? Would you not? Yeah, but it did not flash red. Okay, it didn't do that. It didn't do that. It's the one that went red. That was great. [silence] Well,
63:00
Speaker 2
Yes, uh, when you press and hold the reset button, it will flash bright red and then it will turn off. So, that should be quick. That is the child node we have reset before, right? So, why isn't it turning off? A while ago, we were able to reset that.
63:00
Speaker 1
Well with this one what do you want us to do? We have the auxiliary in there and it's still flashing blue. Do you want us to flash uh flash that on off button in the back? Would that help? Okay. Okay so back and forth. There you go. Back on again. Yes. Okay now try the reset again. Okay what that did was it turned off and now it's back with the blue flashing. So he's going to push the reset button again. Okay just wait.
64:00
Speaker 2
Yes, try to toggle the switch, the power switch. Does it turn off? [silence] And then turn it back on. Okay, let's just wait. We need first to, to, to stabilize its flight. [silence] If,
64:00
Speaker 1
Okay. we'll wait a minute. That's still flashing blue. Very weak signal. There's no change in the color.
65:00
Speaker 2
After a minute, and it's still blinking blue, then let's do a reset.
65:00
Speaker 1
We're unplugging, the actual modem, you want the plug, or do you want it out of the toggle? She calls this a toggle, or whatever. Do you want it from the box we're holding, or do you want it from the modem source itself? [silence] You just said the same thing. This is the modem. This is a toggle. The modem source. So we have to take out those two. Okay, so then. No, there's one. There's only one. [silence] It connects. Yes, the yellow is the only cord connected to that one to the modem itself. Okay, she just unplugged the yellow modem. This one. Right here.
66:00
Speaker 2
Okay, let's, can we unplug that from your modem? Let's only. From the modem, uh, starts. No. Okay, so what's, [silence]
66:00
Speaker 1
the power. Okay, where is it connected to? It's in the box! It's connected. It's got a plug on it like that one over there. Come on. Okay, do you need the power disconnected as well? We just- Yellow. The yellow modem, yes, we did. Okay, so it's still flashing blue. With it out with should we plug back the yellow or no? She didn't tell you to do that. Okay. Okay, he's trying to push the reset button. Flashing blue. How long should you hold it? until the light is off.
67:00
Speaker 2
(no, we do not need to disconnect it from the power only the uh mod from the modem okay try to reset that no uh do not plug it first uh reset it first until its light is off [silence]
67:00
Speaker 1
This is so weird that it's giving me so much trouble. Let me just ask you something why we're waiting because this isn't working. Um, it's when spectrum comes, which they're coming today. If they put in a new box, a new router, will the other-links still systems still uh be able to work or no? They all have to be links. if they put in a spectrum router. So there are three box. Yes. If if they determine there's something wrong with the parent unit.
68:00
Speaker 2
What do you mean? Oh if they put in a spectrum router. Oh if they put in um I'm not going to say this again to be honest because it's it's confidential.
68:00
Speaker 1
If they put in a spectrum router, they could be, okay. Okay. Hold on, wait, don't worry about that. Okay. Hold on. So right now I'm looking, it's still blinking blue. You can you can release the resethe just released the reset button. And right now, it's still blinking blue. Mhm. Correct, in another location.
69:00
Speaker 2
so, uh, you can use, yeah, you can, uh, use the Spectrum router and, uh, add your nodes to your Spectrum router, uh, you can tell them to set them up into a bridge mode. yes, they could be added to your Spectrum router but it will be, they will need to set it up into a bridge mode. So that's weird because a, a while ago, when we did a reset on that child nodes, it turned to solid red, right? It went to solid blue and then turned to solid red.
69:00
Speaker 1
[KEEP_UNCERTAIN] It could be the power, Vermont. It's plugged in, they're placing the power. Yeah, we've got the power. This is why we should not be doing. Yeah, I know it's very hard. So that's not working on this box and this box. What do we do? Just shut down and wait for spectrum. So we should we just shut down on wait for spectrum to come who will don't, you know, we'll put in their own staff and I'll be screwed or what? Cuz there's nothing. You don't have a tech person. [silence] Yes. [silence] Yes. [silence] Right. [silence] Right. [silence] Yes. I understand that. Ours has three and it always has worked for years. It's been perfect. It's been so wonderful. [silence]
70:00
Speaker 2
We can already set up your nodes, it's just that, it won't, like, follow the right procedure, it should. And I'm getting confused on why you have three cables, uh because when you set up your parent node, it should only have the power cord adapter that's connecting your parent node to the power source or outlet. And the other one is the Ethernet cable connecting your parent node to your Spectrum modem. So, yeah. So that's why I think you may have to um consult first with your Spectrum modem. What's the use of the other cable? Because maybe your Spectrum modem has another box.
71:00
Speaker 1
Yeah, I don't know. Well, they will be able to they'll be here. We'll have to start there. Here's my question. Uh, what would the next step be if all of them are red so that I can proceed if we if we ever get them all to be red? That's what the text does exactly. They don't they don't feel at the spectrum. Yes. Right? So there's little. There's the other. Um, it's not the other. Right. [silence]
72:00
Speaker 2
Yeah. Here's [silence] what you're going to do, Frances. Ah, we're going the way to set up or re-configure your nodes is you're going to reset them, and to reset them you're going to press and hold the reset button, wait until its light is off. Once the light is off, their light will turn solid red, or it could be solid purple or solid pink depending on the light behavior of your notes. And you can confirm if they were properly reset by just checking on your phone Wi-Fi settings on the list of
72:00
Speaker 1
Right? Right? Right? Right? yes. Right. Right. Right. Right. Right. can you go back? can you play that? again? Five times? Hold on. here, please. here's way too much. Hold on a second. Hold on. We are multitasking here and we need to slow it down. am I supposed to put the original box back back? box back to where it was and switch it out again? You think that it's
73:00
Speaker 2
available networks, the Wi-Fi name will be listed on that. All right? So that's your confirmation that they are all properly reset. Now, once you're done resetting, you just need to press the parent node, whichever node is connected to your spectrum modem. That should be the parent node. You just need to press the reset button of the parent node five times. So once you press, yeah, once you press the reset button of your parent node, Yes. Mm-hmm. good. Um, actually, you can use any, um, actually you can
73:00
Speaker 1
any okay interchangeable Okay. Okay. Okay, hold on. He wants to tell you that that has to wait. I've got that. Okay. So I have the one that was one of the came from the other room. And then we switched one of those two out and put it into the main one. And now the one that I took out of the main one is is is just a solid blue. When I reconnected it over here on the side. And the other one is red. The solid red was fine. So do I need to the one that's a solid blue, do I need to reset that and turn it on and off and see if it'll go to red. Okay. Okay. So which do I do first?
74:00
Speaker 2
use any of the notes. Because Once we reset the nodes, any of the nodes, can be connected to your spectrum modem, and whichever is connected to your spectrum login, that would be the parent network. [silence] Any of the nodes. [silence] So, [silence] yes, but you need to have a solid connection for them to be properly reset.
74:00
Speaker 1
Reset off on off, the reset, reset or on and off first. Reset or the reset first. Yeah, we just got a solid bed. Hey, we have it. We have a solid red. Okay, so it's back to red, leave it still on. Two are red. Okay. The one in the parent that you're calling parent thing is still flashing the blue. So there's nothing happening to there. spectrum.
75:00
Speaker 2
Actually, all of them. Okay. Reset. Okay. Reset. Oh, you will only turn it off and on if it glide, if it glide did it change. That's the only time you try to turn it off and on. Okay, that's good. Okay. So, so that's the reason. We can't try to, uh, you have to need to check with your, uh, internet provider what's the purpose of the white cable because that could be the reason why, uh, it's not, the light is not changing color. So once we do, uh, uh uh
75:00
Speaker 1
Mm-hmm. Yes. Yes. Right now? Do you want us to? When he comes. Okay, so when spectrum comes. Okay, bye, time. Mm-hmm. Okay. To solid right on the parent mode. Yes. Okay, that's the parent mode. Yep.
76:00
Speaker 2
A reset on all three. You're going to press the reset button on the parent node. Whichever you use as a parent node so long as one of them is connected to the Spectrum modem. That's the parent node. So. you're going to press the parent node reset button five times. So, that should be... No. Uh. Once the SEM Galaxy comes, because uh you cannot uh do the five press method on your parent node if it hasn't been reset. And since it's still blinking blue, so it's not properly reset. You need to have a color uh solid red on that parent node. So, once you... Yeah. Once you do the five press method, pressing the reset button on the parent node five times, you will just have to wait to see the blue blinking light. So, it's going back to syn this process. Then all the 26, or actually three, if you have three. That's all. It will carry on. So, it's going to a little phase, just to wait for, you know, 15, 20 minutes to get the reset. If it's more longer than that, just call tech service. If you have some other question, just put it in our discuss list. So, we can go over it. [silence] Next question. [silence]
76:00
Speaker 1
So at the end, then it turns solid blue. Yes, okay. Cool. Okay, so the one that I just yeah, So the one that I just told you that I took out and replaced, uh, which was the old parent. And I told you that that turns okay, It just turned solid red again. Okay, because it went to blue. So it just came back on red, we're going to leave them that way. So both the uh, The now auxiliary are red. Mhm. So I'm just going to leave it that way. We're going to leave it this way. Okay, So I have your instructions, and I have your instructions for spectrum, uh, press reset.
77:00
Speaker 2
because the lights of the parent node and the child notes will turn all solid blue, which means they will be all connected and online. And that's it. That's the quickest. Yeah. Yeah, they will all turn solid blue. Once they turn solid blue, it means they're all successfully configured, they're all connected and online. All right? So, Mhm. Yes. Okay. Okay, let's go. Yeah, yeah, leave it done. Yeah.
77:00
Speaker 1
Drip node five times till it goes to the solid red, and then then eventually it turns solid blue on each box, which means everything's good. And then we'll plug them back in. The first thing you do is reset to solid, to solid red, the parent thought block. Yes, yes, okay.
78:00
Speaker 2
Uh, yes. Before you do... Yes. Before you do the five-press method on the parent node, you need to reset that parent node first. You need to have a solid red on the parent node. Yes? Node. Because your two child node is already reset, properly reset, since they turned solid red. So that parent node, the one that's, uh, connected right now to your Spectrum modem, since it's still blinking blue, you need to reset that first. Once you have reset it, uh, it turns solid red, that's the time that you can press it five times. The reset button. [silence]
78:00
Speaker 1
I have, I have step 1 and 2 written down. So we'll talk to Spectrum when they come and see what we can fix. All right. Okay, there's nothing else we can do. We just can't succeed with the parent mode, so we'll just see what happens. Thank you. Okay, that's all we can do. Okay. Thank you so much. Thank you. Bye-bye. Thanks. Yes. Thank you. Bye. Good. That'll be great. Yes, thank you so much. That's good. Thank you. Thank you. Bye-bye. Thank you. Thank you. Thank you. Bye-bye.
79:00
Speaker 2
Yes, [silence] all right. [silence] Yeah, [silence] yeah, just wait for the spectrum. All right. Thank you for calling, again, [laughter] John. You're welcome. Thanks.
79:00
Speaker 1
[KEEP_UNCERTAIN] 3 Okay, so all, thank you. Okay, so all, bye-bye. Yeah, I'm trying to, I'm, I'm trying to do that. Here we go. Uh, you can, can you can disconnect from your side? [silence] There. Um, can you disconnect from your end? I've turned off everything I can on my phone and it isn't - and I don't know one. Thank you. Thank you. Thank you. Bye-bye. Thank you. Thank you. Okay.
80:00
Speaker 2
you're welcome. Bye. Bye. you can uh and the call now. all right, uh, okay, sure, sure. All right, thank you. Okay. Goodbye, Frances. Thank you and you're welcome. Bye.
80:00