V2 Rubric Detail — 50d58328-71a1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:55
Duration
55m 22s
Contact
Ronn Frauenfelder
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00031967
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE(S) LOST CONNECTION TO NETWORK
⚠ 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

Resolution1.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall85.2% (+51.2)

V2 Grader Summary

The agent correctly handled an out-of-warranty case by offering paid support and then executing a logical, step-by-step troubleshooting sequence involving resets and 5-press pairing. While the nodes did not fully stabilize, progress was made, and the agent maintained ownership, communication, and empathy throughout. The lack of tool use was mitigated by reliance on physical indicators and customer-guided actions, resulting in a partial resolution.

V1 Case Analysis

Customer has three Velop nodes (1 parent solid blue, 2 child solid red). Agent offered paid support, collected credit-card info, instructed 20-second resets and 5-press pairing, but nodes remained red. No resolution achieved.

Troubleshooting Steps
  • Instructed 20-second reset of each child node.
  • Guided the 5-press pairing method on the parent node.
  • Advised unplugging all nodes, relocating them one at a time, and waiting for solid blue indicators.
Key Observations
  • Agent collected full credit-card number, expiration, and CVV over the phone, violating PCI and Linksys policy.
  • No product model or serial number was verified, which is required for accurate troubleshooting.
  • Factory reset duration was incorrectly stated as 20 seconds (correct is 10 seconds per universal_factory_reset.md).
  • LED behavior was misinterpreted—agent described green/turquoise lights not consistent with documented Velop LED patterns (led_intelligent_mesh_consumer.md).
  • 5-press method was used correctly per KB for compatible models, but no confirmation of model compatibility was made.
  • Call lacked structure—repeated resets and pairing attempts without validating outcomes.
Positive Highlights
  • Agent remained polite and patient throughout the call, especially given customer's age and reception issues.
  • Correctly identified the need for paid support due to expired warranty.
  • Attempted multiple troubleshooting methods including reset, 5-press pairing, and node relocation.
  • Acknowledged customer compliments and maintained professional tone until the end.
Agent Errors / Gaps
  • Collected credit-card information verbally, which is strictly prohibited.
  • Failed to obtain or verify product model/serial number before troubleshooting.
  • Provided incorrect reset duration (20 seconds instead of 10 seconds as per universal_factory_reset.md).
  • Misinterpreted LED colors—claimed child node showed green/turquoise, which is not a documented state for Velop Intelligent Mesh (led_intelligent_mesh_consumer.md).
  • Did not confirm whether the 5-press method succeeded before proceeding to next steps.
  • Did not offer a valid next step such as escalation, RMA, or self-help resources after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reported two nodes remained on solid red at the end of the call, but agent guided through reset and 5-press steps that led to one node showing signs of pairing (flashing red/blue), indicating partial progress toward resolution.
R2 Met Diagnostic thoroughness conf 85%
Agent conducted a logical sequence: confirmed symptoms, performed factory resets, applied 5-press method, and guided node reintegration—each step building on the previous to address mesh connectivity.
R3 Met Correct resolution path conf 95%
Agent correctly identified OOW status and offered paid-connect service, then proceeded with full troubleshooting path appropriate for OOW—consistent with best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent identified solid red LEDs as symptom, asked about power/internet outages, and logically progressed through reset and pairing procedures to isolate node communication failure.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not access admin dashboard or use remote tools, but customer had only iPhone and agent adapted by using physical LED diagnostics and manual pairing methods appropriate for device limitations.
T3 Partially Met No misinformation conf 85%
Correctly instructed 20-second reset and 5-press method; inaccuracies in LED color description (e.g., 'purple or pinkish red') were minor and did not derail troubleshooting.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout a long, complex session with connectivity issues, kept customer engaged, and clearly directed each step despite interruptions.
C2 Met Confirmed understanding conf 92%
Agent used clear, simple language, confirmed understanding ('you did that?'), and adapted to customer’s age and pace, using names and affirmations to build rapport.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed on call through technical difficulties and payment processing to complete the session.
O2 Met Proactive follow-through conf 87%
Agent set clear next steps: reset nodes, perform 5-press, relocate one at a time, and confirmed customer understood the process and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted—agent was actively making progress with paid-support troubleshooting steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent showed genuine empathy, thanked customer for compliments, acknowledged age and frustration, and remained patient and professional throughout.
X2 Met Tone & rapport conf 93%
Agent matched customer’s conversational tone, used humor appropriately, and maintained engagement despite repeated color descriptions and connectivity drops.
X3 Partially Met Overall experience conf 80%
Customer repeated credit card info and described LED colors multiple times, but agent had no alternative method to verify; effort was reduced by guiding exact steps.
Call Transcript82 turns · 92 lines
Speaker 1
[silence] Hey Dylan, my name's Ron. I've called several times, and I'll give you what information you need, sir, to establish my identity. But you guys have got the best support. That's why I [silence]
00:00
Speaker 2
Hi, thank you for calling Linksys Technical Support, my name is Dylan, how can I help you today?
00:00
Speaker 1
link or links yeah anyway uh what would you like to know uh my cellphone my uh email you name it. Yes don't worry about the last thing. Yeah. Just just call me just call me Ron Dylan. I don't call you Mr. Dylan. Yes. You're doing it again. No, that's okay. Um but anyway, here's my situation. Um I've got three nodes. You know, the old days we call them slaves. You can't say anymore. But one of the um two of the three nodes. I tried hooking them up, okay? And I've got, you know, the solid red light. The one node, Dylan, is got the solid blue. So I know we're good there. But I need help in hooking up the other two. And I'm right by just give you you know, I'm right by the master. What can't say master. I'm by I'm you know, I'm right by the tower or what do you guys call it. So I'm close by
01:00
Speaker 2
well. Okay sir, I was able to pull up a record here under Mr. Ron, Ron Felder. Yeah. Ron. Right, Sir Ron. Uh-huh. Mm-m. Uh-huh.
01:00
Speaker 1
and everything's, you know, powered up. So, I'll let you take it from there, sir. Uh, yeah. No, because they're all the same size. Uh, the parent node, that's the big one, right? That looks like a gallon of ice cream? Yes. No, the main router is good, as far as I know, you know, because yeah, and then I got three of the nodes, and one of those three nodes is solid blue. Okay. So are you saying, one of those three of the nodes is considered the main one? No. Oh.
02:00
Speaker 2
Okay, sir. So you mentioned that two of the notes got disconnected to the network, so technically the one that is showing solid blue light is the parent node, right? That's the main router. Uh-huh. Uh-huh. Yes. Uh, the one that is connected directly to the modem.
02:00
Speaker 1
Oh, let me look. Okay. Um, oh, you talking about the tower? Yeah. Sorry about that. Yeah, the tower is solid blue. Okay. I forgot about that guy. Yeah, the tower is solid blue, and one of the three nodes is solid blue. Okay. Yes, three, three, um, nodes. I really can't answer that, Dylan, because, um, I've been really lax, you know, these have been on and off for a long, yeah. So, I really can't say, uh, it's a possibility, but I'm not sure.
03:00
Speaker 2
He is. In total, Sir, how many nodes do you have? three notes. Hmm. okay. Alright, so, prior to having this issue, was there like a power outage or internet outage that may have caused this situation. I see. [silence]
03:00
Speaker 1
Okay. It might need an update, right? Who knows? Okay. Okay. Yes. [silence]
04:00
Speaker 2
Okay. All right. Okay. Uh, let me just check the status of your router first sir and uh... see what I can do to help you with this concern. Mhm. Okay. Uh... All right. So I've checked here sir that and it shows that uh... your Linksys prodder is already out of warranty. Mhm. Um... unfortunately sir, for out of warranty devices we no longer provide a free troubleshooting assistance over the phone. However, uh... we do have an ongoing support through our paid connect service for a one-time fee of $15, which you might want to consider. But if you don't want to opt in with the paid connect service, I can send you an email[silence] that contains the owner manual.
04:00
Speaker 1
do I stop right here? So you're saying if I pay you $[REDACTED_PAYMENT_DIGITS] now uh you could walk me through? great. Okay, it's it's well worth $[REDACTED_PAYMENT_DIGITS] I'm sorry, thank you. Um let me get my credit card. Yeno, that's that's fair. That is fair. Yes. And then how long is that good for? Is that good for a year for service? know, expecting or what? Okay. Yeah Yeah, if we don't get it done by then, I'll I'll throw in the towel, so to speak. Okay, let me get my wallet. No worries. I understand. yeah. I I don't lose it. Hold on.
05:00
Speaker 2
well, for the troubleshooting steps that you can perform will be. Yes, sir. Yes, sir. OK. No, sir. By purchasing this service you agree to a one time non-refundable technical support session that would only last up to 16 minutes. So, yeah. Hmm. OK. So let me just let me also prepare my tools here.
05:00
Speaker 1
[silence]I'm, you'll call me back if we get disconnected? I've got AT&T and our service is bad. Do you have permission? Thank you, thank you, thank you. Okay. All right, go ahead. I got my credit card. Okay. So let me know when you're ready, sir. Do you- Berlinger:Are you still there?
06:00
Speaker 2
Yes, sir. Sure. I will be... calling you. I will be calling you back if ever I got disconnected. Hello sir. Yes, I am here. You're... I think you're having a really bad reception.
06:00
Speaker 1
hold on Dylan. yeah okay I gotta I'm in a better part of the house. now I'll be able to hear you. I'm sorry you can hear me okay I'm better now. all right let me know when you're ready for the credit card. oh yeah it's fine. No, I'm in no hurry. I didn't want you to wait on me is all. okay
07:00
Speaker 2
currently right now um you're cutting in and out hello sir oh okay yeah uh mhm All right uh just a moment sir okay uh let's just uh I'm I let me just update your information here on your record this okay alright sir uh before you provide your credit card information sir I would like to inform you that your credit card information is not stored or recorded in any part of our system so this ensures that your information remains confidential alright um may I have your credit card information starting with your credit card number?
07:00
Speaker 1
Then one, one, 0 9 0 6 to nine. Yeah. Yeah, this this time I'll do it singularly, okay. [REDACTED_CARD_NUMBER]. March of 29. 7 9 8. Thank you.
09:00
Speaker 2
Alright, sir. Uh, can you repeat that one? Just to make sure I got it right? Hmm. Alright, thank you so much for that information. So, um, how about the expiration date? Okay. the security code. Alright, uh, I will also include your email address here, so that you'll receive the invoice. Uh, just to confirm,
09:00
Speaker 1
Yes. Yes, sir. I like that. Yes, sir. I'm just curious. Um, I guess my, uh, warranty period, whatever you guys call it, it's been expired for a while, hasn't it? Okay. Well, six months ago. I don't feel bad then. You know, it's not like it expired yesterday and I should have called. Not not, no worries. Uh, let me check. That's a good question, Dylan. Uh, the name on the card is actually Ronald R-O-N-A-L-D. The name on the
10:00
Speaker 2
Ron Ron, at gmail.com, let me just spell it out just to make sure that uh the record is right. It's R-O-N-Fron, at gmail.com. Um actually, it just expired las January of this year. Mhm. Right there. And um is is your first name in the cards the also the same with uh your record? Oh, okay. And is a last name. Is it the same, the Fronfelder? Okay. Let me just spell it out just to make sure it's correct. It's F-R-A-U-E-N F-E-L-D-E-R. Oh, I see. Wow. Okay. Fronfelder? Mhm. I see. All right. So, that's okay. Okay. Um, just a moment, Sir Ranon, okay? because I'm trying to have an issue here with, the tool. Um. Um. yeah, that's an action was actually declined. yeah. Okay. oh, okay. I it already went through. all right. Thank you so much. okay, let me just attach this one here on your record.
10:00
Speaker 1
Speak right now to the supervisor who's listening now or more likely, in the future. Okay, seriously. Dylan immediately took ownership of my request. Dylan is very personable, professional, easy to understand. As I am, I am elderly, I'm 74. And uh I was impressed with his product knowledge. He is a great representative of your company. It was quite apparent to me that he was genuinely invested in my, our customer care support really. Thank you. Have your Guide Oh. Okay. But can you I get it. Can you restart it though? Can you Yeah. After you get done. I'll repeat it. No worries. That was my practice. That was good. No worries, man. Okay.
13:00
Speaker 2
[KEEP_UNCERTAIN] ...discarding because you mentioned your, your, what do you call that? your guard's information, so it's actually part of the process. So it's not really uh the moment that you I asked you to uh I I mean I informed you that your information is yeah. Yeah after I I process the transaction, sir. Uh I need to make sure that it's not recorded. Yeah. the uh appreciate that. All right, sir. We can now proceed with the turn, I mean, the the troubleshooting. I have already passed the [silence] transactions, and I have also sent you the invoice for your visibility. Okay.
14:00
Speaker 1
I I got them all I got them all together yep yep I tried and uh the tube came back on and you know and stayed red so yeah I did I did try the reset to no avail and I sure sure okay who knows I might not have said it long enough okay
16:00
Speaker 2
uh okay this is showing red light near the parent non okay that's good mmm okay okay have you already reset the child note sir okay can we reset it again so this time let's ensure that you have properly reset it so to do that you just have to press and hold the reset button for 20 seconds. Okay. All right.
16:00
Speaker 1
Yeah, because it has not been 20 seconds. Am I supposed to get a different color light after 20 seconds or not? Okay. Okay. Yeah. I did. Okay, I did. Can I do the other one now or not? Or should I wait? All right, time me. I just now press the button. I want to get something on my $15. ).
17:00
Speaker 2
okay give it more time. Uh no, sir. After it turned, the light turned off it will go back to like a solid blue light. So once the light turns back on, you can now uh release the reset button. But I think it's already been 20 seconds. Yeah. You can release the reset button now, sir. Yes, sir. Yes, sir. You can do the other one now. All right.
17:00
Speaker 1
I did. OK. OK. OK. Now, the other node is, it's more or less, it's like a green. Is that correct? It's a solid green. No, no. The one that I told you did not.
18:00
Speaker 2
you know you can release the reset button. All right, so let's just wait for the nodes to go solid purple or pinkish red light which means it's on setup mode so that we can add them back to the network. All right.
18:00
Speaker 1
It's all all right? Okay. Okay good. All right the one Yeah the one node is um solid red. So hopefully, like you say that's a good indication that it might be, Hmm. See I'm not colorblind Dylan, but I think it's a red red. Okay. And the other one um should be pretty close to getting to set up mode. Okay. The o
19:00
Speaker 2
Oh, OK. It's actually also mean it's online, sir. It's yeah, it's kinda mixed up with the the colors of the light indicator and it shows green or turquoise or teal color. Yeah. Um. Is it is it a red, red or a pinkish red? Okay, let's just assume that it's on setup mode. Mhm. [silence]
19:00
Speaker 1
One now is the same color solid red. [silence] Okay. [silence] Dillon? Dylan, did I lose you? [silence] Oh no. [silence] Dylan? [silence] Got to love it. [silence] Dylan. Are you back? Yeah, I think I lost you there for a while. Go ahead, sir. [silence] No.
20:00
Speaker 2
Okay. All right. No worries. Um, Bye the way. It's a | Thank you. to I Hello. Yes. Again. Do you have a laptop or a computer that we can use?
20:00
Speaker 1
Well, only in emergency. Uh I've got my iPhone, of course. Yeah, but let's Yeah, but yeah, uh I've got my wife, let's try and do it this way, though. Okay. 18 inches. Yeah. Do you want it closer? I can move it. Thank you. Oh, yeah, we're good. Yes. Right. Got it.
21:00
Speaker 2
Sure. Just way of our troubleshooting won't work. Okay. Listen. Okay. So here's what we're going to do, Sir, to manually add the child node. By the way, for estimation, how far is it from the parent node? 18 inches. Okay. That's more or less. Okay. Now, it's already fine, Sir. That's good enough. As long as it's within 3 ft. Mhm. Okay. So, this is what we're going to do. On the parent node or your main linksys router, the one that is connected directly to the modem. Mhm. You press the reset button.
21:00
Speaker 1
I'm Okay, five times within five seconds, okay? Okay, I did that [silence] Okay, neither which has happened yet. How soon should it occur? Should it have occurred by now?
22:00
Speaker 2
you press the result button on it five times within five seconds. Not too fast. Not too slow. Okay. So let's just wait. So, it's um, it's one way of manually adding your child nodes to the network. uh, you'll know if the the parent node is already communicating with the child node if the child node will start blinking or yeah, um, your parent would blink for a moment. Okay.
22:00
Speaker 1
I can always reset it. no yes that's fair I'm at okay let me get a and use my finger now let me get something here okay no worries okay let's see uh I just like the new we our I'm gonna do it it definitely did it that oh and you know what the uh parent node is flashing because that tells me I didn't do it properly the first time [silence]
23:00
Speaker 2
Okay. uh is there no changes on the light behavior? Okay. Can we do it again? Make sure that you have properly pressed the reset button. Okay. Sure. [silence] It's okay, sir. [silence] Alright, so let's give it at least 324 minutes. Normally, it would take um a bit longer since we are trying a [silence]
23:00
Speaker 1
Okay. Okay. Let me... Yes, the one is flashing red, which is a good sign. Yeah, we like that. I'm gonna write down these instructions too, Dylan, so I can do it next time. Yeah. Yeah. And also, are you able to or allowed to send me these instructions in email? [silence]
24:00
Speaker 2
trying to add two child nodes at the same time. But the normal like time frame, the child node should be added is like two minutes to three minutes. Uh huh. Any changes on the child node slide indicator? Mhm. That's good. So, no problem, sir. Yeah. That that would be a good idea, sir. Yes, yes. I could.
24:00
Speaker 1
So first of all, let's see. I reset the node for 20 seconds. Okay. And then they are solid red. Then, as far as the, uh, we call that the mother. No, we can't. What's the... Okay. Uh, the parent node reset five times within five seconds. But if you would send that to me, that'd be great. All right, let's see. Uh, the first, the first code is flashing red, okay? And I know they do one at a time, right? They don't do them both at the same time. Oh, this is good. [silence]
25:00
Speaker 2
Yeah, again. Mhm. The parent node, yeah, you can you can call it Martha. Mhm. Sure. Sirs. Uh there are times that they will start the [silence]
25:00
Speaker 1
Okay. Oh, this is good, Dylan. Uh, the first one. Is solid red. I'm sorry. Solid blue. Oh, and then it turned to red, which is, I think, is okay. Good. Then it went back to solid blue. Mm-hmm. Okay. know, we'll just wait for the other one to do its thing and let's see, Dylan, let's see it's uh, the first one, you know, that was Is a looks like a like a orange moon. Is that normal? Now, now, Yeah, now it's going back to solid blue. I think it does that just to, it me. Yeah, just to scare me. [silence]
26:00
Speaker 2
blinking, yeah, that's a normal light behavior. Okay, that's good. That's good to hear. Yes, sir. Green? Uh, you mean the one that we just reset? Okay. Yeah.
26:00
Speaker 1
Child node. Oh, well, the one is good. The other one is still solid red. That's fine. I need to practice. Okay. All right. I'll do that. Okay. All right. Good sign. The parent node turned to red, and now it's solid blue. And I'm going to watch the uh the other node here. [silence]
27:00
Speaker 2
all right, no changes on the child node, too. it's still red. okay, uh, we can perform the five-pronged method again on the parent node. mhm. mhm.
27:00
Speaker 1
yeah I'm I'm gonna worry so do when I go to uh plug these back in you know throughout the house they shouldn't be an issue right or is there a sequence you should do okay and you know what we can do that together because I'll still be within my 60 minutes hopefully yeah
28:00
Speaker 2
All right, so let's just give it some time. Uh, if you're going to relocate the child nodes, I would suggest unplugging them both at the same time and relocate it one at a time, waiting for the child node to go online first before you relocate the other one, you know, to secure a good topology. Yes, sir, Yes, sir. Sure, of course, um, I will be uh helping you out until, you know, you're able to secure the placement. [silence]
28:00
Speaker 1
Dylan, I got a question. It's still solid red as far as the node, the mother's solid blue, but it should be starting to connect pretty soon. I would think. Yeah. Okay. It's within a foot right now. Okay. Okay. I've got it within two inches. You want me to do it again? The five, five times, five seconds or not? No, no, no. It's, it's been plugged in since we started this.
29:00
Speaker 2
Yes. Yeah, it should. Well, um, let me try to, like, uh, bring it near, at least, uh, beside the parent node, cuz there are, yeah, there are really, like, child nodes that are very problematic. Uh, did you, did you unplug it from the power source? Or no. Okay. I see. I see. Um, we can reset the child node first.
29:00
Speaker 1
0;00:00:00,418 --> 0;00:07:08, the
30:00
Speaker 2
let's reset it again. Press and hold the reset button for 20 seconds. And then, uh, wait for it to reboot until it gives us a solid, uh, red, red light again, and then perform the five presses. All right. Mhm. All right. So, you can now release the reset button.
30:00
Speaker 1
It's flashing blue blue. I know we got to get to solid red, right? Okay. Okay. Okay. Yeah.
31:00
Speaker 2
Alright, sir. [silence] Yes, sir. [silence] We should... [silence] A purple. [silence] Or a magenta. [silence] Yeah. [silence]
31:00
Speaker 1
ok solid red, so I guess we want to do the five second. The five. Yep, I'll do. All right. This. is gonna work. Okay. All right, the parent mode is flashing. This is interesting.
32:00
Speaker 2
Arthur. yes sir, but uh do the five breast method again,
32:00
Speaker 1
that was solid blue to begin with you from the very beginning, it's flashing also so it's resetting itself too. Is that because I had it too close? Dylan, did I lose you sir? Yeah, sorry it's on my end. Uh, anyway, this is interesting. You know, I told you, um, the one node was solid blue. We didn't need to redo that. Well, uh, it took it upon itself to reset itself. You know, in other words, the other two started blinking simultaneously and the one that was blue to begin with is now solid blue. The, the other one is flashing red. So, so I think we're going to make it. Yeah. Yeah. that's good. And it seemed like the one that was already on to begin with. It seemed like when it reset itself, it seemed like it went faster than the one that's still resetting itself, that was offline to begin with. Does that make sense? Okay. Okay. Okay. I got good vibes. It's still flashing red.
33:00
Speaker 2
yes um yes sir hopefully hopefully uh so let's just give it some time uh uh is good progress uh at least uh the the child node is now um interacting with the parent node mm-hmm mm-hmm mm-hmm yes sir that's i think that's good All right. No worries. Yeah, we're on track. Let's just give it more time. Just making sure that it will remain or go back to solid. All right. Okay. Let's give it more time, at least, like, 30 seconds. Yeah, sure. No worries. uh no sir I don't really yeah. really fun though it. Oh really? Um I thought that's the like the famous sport there in America. I see. Yeah I guess um here. I think we're on the solid blue light. Yeah. Okay that's good. All right so here's what we're going to do now. Um for us to have a an an optimal placement. Um we just need to unplug both the nodes from the power source at the same time and then relocate it one at a time. Oh you got three. Yeah sure sure. Mm-hm sure.
34:00
Speaker 1
So, do them all all at once? Okay. So you're saying, um, okay, unplug all three at once? Okay. All right all three are now unplugged. Okay. Yes. Dylan, you still there? Yeah, yeah, yeah, I heard you. Yes, sir, I got all that. All right.
37:00
Speaker 2
Yeah, we can relocate it now. Just unplug them from the power source. Mm, yes, unplug them from the power source. Okay. So let's relocate it one at a time, ensure that it's placed on uh it's placed within 30 to 50 feet away from each of the node. Then, uh ensure that it's an open area without any electronic appliances nearby that would cause um interruption with the signal between the parent node and the child node. Yes sir, uh did you hear me earlier?
37:00
Speaker 1
Ah, dropped my phone, but I'm okay. All right, so I'm going to plug in the first one and yeah, worked out well within the 30 seconds. No problem. Go ahead. Okay. That's good to know. Okay, my cord's tangled up here a little bit. No worries. Okay. All right. All right, so we're gonna plug this baby in here. There's nothing around it to interfere. And how long does it take to uh, hook itself up? Okay. I'm in no hurry, yeah. [silence]
38:00
Speaker 2
of course. let's see so you can you can plug in the first one wait for it to go online and turn back to online light indicator before you plug in the next one at least two minutes sir give it at least two minutes. you know we should also consider the distance
38:00
Speaker 1
You know, the distance is fine. Yeah. I'm right now, oh, we're only about 30 feet away. All right. Let's see. Yeah, no hurry. We're not done yet. Um we're still flashing blue, but we're gonna be okay. Mhm.
39:00
Speaker 2
Okay. [silence] No problem, sir. Take your time.
39:00
Speaker 1
Radio Star sign. It's flashing red. I know that that's a good sign. [silence] Okay, this is good. It's, uh, style blue and green, but we're going to wait a little bit. Yes. Yeah. That is cool. Sure.
40:00
Speaker 2
Yes, sir. We need to wait at least a minute or 30 seconds, just to make sure that it's, uh, it's online.
41:00
Speaker 1
I'll move the next one. Okay? All right. Have a move to the next one. Yeah, sir. And it's well within 30 feet. There's no problem there. Yep. I think we're going to be all right. All right. So I'm going to go There. Okay. I just plugged it in. Now, for example, if we would ever unplug it or there was a power outage, it should go back online, right? On its own? Okay.
42:00
Speaker 2
Alright So you're going to relocate the next one Okay Yes, sir. Yes, sir, but if you had like a sudden power interruption there are chances that your [silence]
42:00
Speaker 1
Mm-hmm. Mm-hmm. Is so you unplug all three of them and then and then it hopefully okay. All right. Um, Mm-hmm. okay. Mm-hmm. Okay. Mm-hmm. Okay. Mm-hmm. Okay. Mm-hmm. Okay. Mm-hmm. Okay. [sigh]. okay. Mm-hmm. Okay. Mm-hmm. Mm-hmm. Okay.
43:00
Speaker 2
router would reboot itself. So, what I can suggest, if you had a power outage, you can and and you unplug your child nodes from the power source, right? Yeah. Yeah, sure. And then plug it back in one at a time. Yeah, sure.
43:00
Speaker 1
Simon, blessing reddish, like that. Yeah, we can Google that. What's up? Okay. All right. Here, here. Yeah, forget it. All right. John, can you hear me now? Okay, good. Uh, are you hearing me?
44:00
Speaker 2
Got it, sir. Um, you're still... Like, um... Cutting in and out, sir. Uh, I really can't understand you. Yes, sir. I can hear you now. [silence]
44:00
Speaker 1
I have reception, and I'm going to go look, Check the color on the, uh, note, okay? Which is, uh, next room over. I'll be right back, okay? Thank you. Here, Put it too. I gotta come in and plug in the last node, too. okay Dylan. we're good on the second one. I'm going to go plug the third end. How we doing on time. All right. I shall return. [silence]
45:00
Speaker 2
all right sir that's good no worries with the time zone sure no problem [silence]
47:00
Speaker 1
Okay Dylan, I'm back. Good news, let me step outside, get better reception. Okay, thank you very much. So what I need you for you to do, whenever you're ready, is start recording the call so I can talk to in essence, to your supervisor, um so it's recorded. Yeah. Because I I can't talk to him or her now, right? Cuz they're probably too busy. Well, what what what's the best way I I can compliment you?
51:00
Speaker 2
[silence]
52:00
Speaker 1
own, especially since my warranty is expired. That's my own fault. But anyway, seriously, sir or ma'am, whoever I'm speaking to, Dylan was genuinely invested in my Linksys customer care support today. This is Ron Frohnenfelder. Cell number in case you'd like to follow up, 618-787-7899-170. Okay, I'm back to you, Dylan. uh-huh, uh-huh. So this is your weekend coming up, is that what you're saying? That's good. Well, that's good.
53:00
Speaker 2
Alright. Thank you so much for that compliment, sir. Um, it's really, like, um, very overwhelming considering that I'll be ending the shift this week today. So it's, it's a good, like, massage. Appreciate it. Yeah. Appreciate it, really. Yes. Yes, sir. Um, appreciate that. I really appreciate it.
53:00
Speaker 1
uh [silence] genuine caring human being and it's sad that nowadays that's not as common as it used to be in the old days. But you you are uh the real deal sir. [silence] Yeah. And and here's the thing. You know, I always compliment people when they deserve it like you and I'll leave, you know, a message for them to give me a call and I know that they won't call because they figure, you know what? Ron's happy. I don't have time to call him back. I got to listen to somebody that doesn't have a valid complaint. So I get it if if your supervisor doesn't call back, I get it. So. [silence] Thank you so much, Dylan. Uh you have a great weekend, my friend. Yeah. No, I learned a lot. Yeah, no, no.
54:00
Speaker 2
Thank you so much as well for your notes. Mm-hmm. Mm-hmm. Mm-hmm. You too, Sir Ronald. And thank you so much for taking your time, doing the troubleshooting with me. And thank you for your constant support as well. Yeah. Yeah. No, you'd be sending me the email right. [silence]
54:00
Speaker 1
No. this is the best $15 I've spent in a long time. Thank you. You too. Bye-bye. Bye-bye. All right.
55:00
Speaker 2
Right after this. Yeah. Alright, sir. Thank you so much. Have a great day and take care. Bye for now.
55:00