V2 Rubric Detail — 54d6c1f6-768a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 02:53
Duration
54m 48s
Contact
Edward Lipman
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00135595
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No internet wired and wireless
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall11.9% (-10.1)

V2 Grader Summary

The agent failed to resolve the persistent red-LED and connectivity problem, provided inaccurate technical guidance contradicted by the KB, and did not follow a systematic troubleshooting flow. No escalation was offered despite clear signs of a hardware fault, and the interaction lacked empathy, clear call control, and ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports solid-red parent node and flashing-red child nodes on a Velop mesh system after Xfinity modem replacement. Agent attempted remote session via join.zzoho.com, performed web-based reset, added public DNS, but failed to collect model/serial, verify WAN connectivity, or resolve the issue. Call ended without resolution.

Troubleshooting Steps
  • Attempted remote support session via join.zzoho.com.
  • Performed web-based factory reset via router UI.
  • Added public DNS servers (1.1.1.1 and 8.8.8.8) in Local Network settings.
  • Ran ping tests from router UI to verify external connectivity.
  • Guided customer through hardware reset attempts (10–30 seconds).
Key Observations
  • Agent never asked for or recorded the router model or serial number, a critical protocol failure.
  • Used a non-Linksys remote support URL (join.zzoho.com), which is not a supported Linksys tool and poses a security risk.
  • Did not verify WAN connectivity by testing the modem directly with a laptop, a fundamental troubleshooting step.
  • Provided incorrect reset guidance — the correct sequence is to hold reset until LED turns off, then release when it turns back on, not wait for blue.
  • Call ended without confirming resolution or providing a clear next step, leaving the customer with an open issue.
Positive Highlights
  • Agent remained calm and continued to engage despite customer frustration (transcript [01:00]-[02:00]).
  • Attempted to run ping tests and monitor connectivity from the router UI (transcript [27:00]-[30:00]).
  • Added public DNS servers as a troubleshooting step, which can help in some connectivity scenarios (transcript [27:00]).
Agent Errors / Gaps
  • Missing collection of product model/serial information (critical protocol breach).
  • Provided an incorrect and potentially unsafe remote-support URL (join.zzoho.com) — this is not a Linksys tool (accuracy and protocol failure).
  • Failed to verify WAN connectivity by testing the modem directly with a laptop (critical protocol and efficiency failure).
  • Gave incorrect reset guidance — the correct procedure is to hold reset until LED turns off, then release when it turns back on, not wait for blue (accuracy error).
  • Did not follow the standard troubleshooting path: no modem test, no ISP check, no firmware or LED verification (efficiency and protocol failure).
  • Used a web-based reset instead of confirming the correct hardware reset procedure (accuracy error).
  • Did not check for CGNAT or confirm ISP connection type (DHCP/PPPoE) (accuracy and protocol failure).
  • Ended the call without confirming resolution or providing a clear next step (resolution and communication failure).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call claiming 'back to normal' without verifying internet connectivity, LED status, or customer confirmation of stable WiFi; no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed remote access, web UI reset, DNS changes, and ping test, but skipped core diagnostics like power-cycling the modem, verifying WAN IP, or systematic LED checks.
R3 Not Met Correct resolution path conf 90%
Agent never evaluated warranty status, never offered an RMA, and kept applying ad-hoc fixes instead of selecting the proper path (e.g., hardware fault escalation).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red LED and intermittent disconnects, asked about wired connection and IP, but did not follow logical isolation sequence (e.g., bypass test, WAN IP check) to determine root cause.
T2 Partially Met Appropriate tools / resources used conf 85%
Used remote tool (Zoho), accessed router UI, ran ping and DNS commands — appropriate for remote diagnostics; however, omitted essential tools like modem-direct speed test and proper mesh topology verification.
T3 Not Met No misinformation conf 95%
Stated default admin password is 'admin' (contradicted by KB: recovery key on label); claimed router supports '253 devices' (unsupported by KB); incorrectly described DNS as keeping connection active (unsupported by KB); mischaracterized Wi-Fi 7 compatibility (unsupported by KB).
Communication
C1 Not Met Clear & professional language conf 90%
Call was fragmented with long silences, unclear transitions, and no clear framing of the troubleshooting plan.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon, did not confirm the customer’s understanding, and failed to adapt language to the frustrated, non-technical caller.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent repeatedly transferred the customer to vague 'remote session' steps and never took ownership of resolving the persistent red-LED issue.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step plan or timeline was given; the call ended without a follow-up commitment.
O3 Not Met Closure confirmation conf 90%
Agent did not reference any prior case history and asked the customer to repeat information already provided.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Escalation was never performed despite the customer’s repeated failures and clear indication that a higher-tier or hardware replacement may be needed.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be evaluated; however, because escalation was warranted, this is a failure.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy for the customer’s frustration or the many hours already spent on the issue.
X2 Not Met Tone & rapport conf 90%
Agent maintained a monotone, procedural tone and did not adjust to the caller’s irritated state.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat steps, type passwords, and perform actions that could have been done by the agent, increasing effort.
Call Transcript78 turns · 90 lines
Speaker 1
This is [unclear] technical support. Calling. This call is recorded for quality assurance. Please hold as we connect you to a [unclear] specialist. Hello, this is Paul from [unclear] customer's technical service team. Can I speak to Edward? Okay. So your case has been escalated to us and I apologize for the inconvenience. I was unable to call you back in time. cause I have still have things to do. [unclear] Just one second. For us. Yeah, can we still do the troubleshooting? Okay. So [unclear] So just want to confirm, so right now, so what's the status of the node? Of the main node, the one that is wired to the modem? parent node, let's start with parent, just the parent node for now, so not the child nodes, not the child nodes, let's work first with the main router. yeah. yeah. yeah. yeah, [silence] yeah, start it right. yeah, five times. yeah. yeah, just to make sure, make sure it's stable, make sure it's, make sure it stays up, make sure it does not break.
00:00
Speaker 2
I mean, obviously, I have to go up to... What? No. Well, yeah, everything but the main node has been unplugged because they were getting ready if it ever, quote, saw something. I have internet Wi-Fi that works through the Xfinity router, so we know we're getting signal. They came to our house. They switched some things around. So, right now, I have a solid red. And and I've tried through your people, you know, to press the button literally like hundreds of times. Right, but I mean hundreds of times. I mean, I've spent probably over 10 hours with Linksys this week. So, keep that in mind. [silence]
01:00
Speaker 1
This word. Okay. Okay so this is Xfinity. But do you have a computer that is currently connected to the router by your wired connection? Yeah, wired to the router. Do you have one? Yes, do you have a computer that is currently connected wired to the Xfinity modem?
02:00
Speaker 2
Hold on. Go ahead. What do you want me to do? Perhaps you have to reconnect to that Wi-Fi. So, this is a PC. And if I go to settings, and I go to network, um, I can click on Wi-Fi. Now the Wi-Fi is on, and I can show available networks. Now, we named the node, and I can turn it on. But it always, after about a minute or so, it it back out and it cannot connect. Then I have to go back into the menu, reconnect to that network again. And within a few seconds, it connects. But then within a moment or two, then it drops out again. And for that's happened a few times, but this is the PC. And this it's it's connected right now, I think. But uh, before I stopped, it it dropped out again.
02:00
Speaker 1
Oh, by the way, what we need. Yeah, because that doesn't have an internet or so your uh device or your computers smart enough like to connect to the active connection. So we need to check first to. Yes, yeah. So we'll first thing so we will check first the connection coming from the modem. So we will check first the IP settings you are getting when connected via to the modem because that is our source of the internet for the router. Okay, do you have, yes, just connect to your computer, then temporarily disable the Wi-Fi of your computer while connected directly to the modem.
03:00
Speaker 2
A minute or two it takes, uh, the normal Internet takes over. Lola 1 is the name of my node. So, I'm gonna hit connect, and it will connect, and it will... What? No, no. It will definitely... Yeah, okay, whatever you want to do, I'll cancel it. Sign C, tell me what you want me to do. Okay. And I know it's working, but don't work. What do you want? You want exp. mobile data. Okay. Okay, yeah. All right, yeah.
03:00
Speaker 1
Okay, so do you have now a computer that is connected wired to the modem? Okay, and may I know on which port of the modem is your computer connected? Yeah. Okay, port one. All right. And is it okay with you, sir? I do a remote access to your computer. Okay, good. So since it's online, then please access this website on the computer. Yeah, just open another browser window. Yeah, just let me know. So if you are ready. Oh, okay, good. So on the address bar, sir, please type join.
04:00
Speaker 2
go ahead, no, uh, this one is particularly on hold on, and now I have to move these and grab them. uh, the computer is on port one. you get to work okay. okay. okay. right. go, go for it. Google Chrome. hang on.
04:00
Speaker 1
join.join.zzoho.com so that's z-0-ho zoho.com okay so for our session okay so for session IZZARD please type these numbers 8 4 8 8 8 0 2 4 1 1 4 1 7 yes yes enter your name yes please then after you click on join session click on agree and download
05:00
Speaker 2
okay join remote support session and then it runs an ivy yeah eight four eight zero 24417 name name okay and then join session okay [ silence ]
05:00
Speaker 1
oh okay yes yes please right okay okay okay okay almost there okay yes got it okay good so this computer also has a Wi-Fi capability right okay I know so what's the oh wow yeah okay and I know what's the default Wi-Fi name sir of the router can you double check on the bottom of the main Rocker? Oh yeah that's Bailey, right? Okay, hold on, sir. Let me check. This one, sir? The one at the top, Oh, this is so Lola one is the Linksys, okay. Yeah. Let's make a oh, by the way, before we connect with me, check for the IP address. Okay.
06:00
Speaker 2
yeah, they... yeah, well, the mode, like, the network's name is Bailey, the one of the main router is Lola, Lola one. Bailey is the main Internet, but that's our a main Internet, Lola one is your Robert, your V-Load. yes, true.
07:00
Speaker 1
Yeah, 182 point 168 11 1. Yeah, this is actually said the default IP address of the router. By the way, are the child mode still turned on right now or they are off? Okay, so except of the parent mode right? Yeah, this seems not responding.
09:00
Speaker 2
I type those in last night. No. No, everything's on black. You got it. And I have two parallel nodes that are capable. Neither works, but I have two parallel nodes, and then I have three regular nodes that are like less fast, even though they're newer apparently. Right. And that's happened last night. Yeah, say it does that. But obviously if I get rid of the internet, then you're not going to see it. So it's like, you know, oh yeah house. We'll look, we'll do something.
09:00
Speaker 1
uh yes, yes, I'm I'm trying to pinc cord because earlier, it seems that it got disconnected. So I'm monitoring } the connectivity of the router. Okay, access pal. } now just add me. Yeah, you did not do anything yet. Yeah, I get disconnected again. And I believe so. Would you also try to change the nower? Right, this is already a different nought. I'm afraid the pain. [silence] Okay, sir, I will try to reset the router, but this time on the web interface, okay? Not the hardware reset anymore. Okay. And this will restore it again to its default settings.
11:00
Speaker 2
Yeah whether Whenever. Yeah
12:00
Speaker 1
Oh, it might get disconnected again. Yeah, I think it got good. It's still connected. And I just want to confirm. so you can use all the ports on your modem, right? You can connect your computer, any of the ports or just one. They enable all the ports on the modem. So, you can connect anywhere on the ports? Hmm, yeah. Wow. Yes, so you can connect your computer on any ports,
13:00
Speaker 2
Yeah, whatever you want to do. It's brand new. They gave it to me yesterday.
13:00
Speaker 1
on your modem, right? Because some ISP restrict the other ports, okay. Yeah. Mm- hum. Okay. Yeah. Mm- hum.
14:00
Speaker 2
Yeah. Yeah, I have no problem changing whatever port. At the moment, again, I, but obviously, if I have the modem at the moment, it leaves hardwired to the main computer, then obviously I can't use that port. There's also some weird amplifier, which, you know, we couldn't connect to it before, but it's a burglar alarm company, and they seem to want it connected, and I just basically, I plugged that in, but it wasn't connecting before that. So, like, I mean, that before I put it in, so it's not like I know that's not obstructing it. That's, it's just like,
14:00
Speaker 1
[silence]
17:00
Speaker 2
yeah, that's what we looked at yesterday. wanted to know where the X goes right. I have no idea what that means, but I just know we looked for it yesterday.
17:00
Speaker 1
[DOWNWEIGHT] Ensure that there's a device connected to it. That means it's detecting the cable that came from the modem. Yes, that means it's detecting. And also, so we also check this one here. Yeah, this one here, if you notice this, this is actually coming from your coming from the modem. So meaning the router is obtaining an IP address from the modem. So it's passing. But the thing is, it's not online. Uh oh, that's right, this one.
18:00
Speaker 2
right so that's good but the X is good
18:00
Speaker 1
You're circulating internet. Yeah, I think it's online. Sir, It's not. watching DCBA By the way, can you type your wifi name and your wifi password? Yeah, this is for the link switch router. Okay. Okay, yeah. Okay. No, no, sorry. I mean, please type your router, your wifi name and your wifi password on the SSID box. Yeah.
19:00
Speaker 2
Okay. Yeah, the one thing that's the number that's it. Yeah, okay. I just have to, I have to grab my glasses, but they're here. Okay. I can't. All right. All right. So, name is velup setup a 76. So it's under your score. Oh, the real one. So
21:00
Speaker 1
We will personalize. Yes. Which is if we have it different. Yes, make sure it's different from your... from your modem's Wi-Fi name. Yeah, you can use the Luna. Yeah, Luna will do. Yes. Okay. That's it. Okay. Okay. Okay.
22:00
Speaker 2
Oh. Oh, okay. So this is for the- the- the video. So this is why I could do this one. Okay. Okay. Okay. Okay. Fair. That'll work. And the- yeah, and the router is still like solid red. If you're wondering.
22:00
Speaker 1
[KEEP_UNCERTAIN] Trying to connect meher, Lola Lola. Uh, Nott yet yet. Let just give it some time I think it's still saving the settings. Uh, Nott yet yet. Let just give it some time I think it's still saving the settings. Um, yeah. Yeah, let's wait for Uh, yeah, so for this one, so yeah, it's unlikely that it happens in all
23:00
Speaker 2
[silence] Yeah, we've tried everything, I've held the reset button 10, 15 seconds it'll change it to blue. I press the button five times, you know, and obviously I've done this probably 100 times, you know, for each one, which is why they gave up and sent sent you to me. But [silence] So this sort of thing happens. Yeah, this sort of thing happened overnight. Is that literally what happens is these nodes will go bad instantly or is it usually it's just corruption in the software and it gets fixed.
23:00
Speaker 1
Nodes, yeah it should not be the case. Usually only one, like the parent node it go down, that's why that child mode will got disconnected. Yes. Um hmm. Yeah, sometimes it has something to do with a software. Okay, the little one. Um hmm. I see.
24:00
Speaker 2
Yeah. Yeah. But what's very strange to me is that it's um, yeah, like, all of them, you know, it worked fine for a little bit then and just all just shut down and then, you you know, but again, we didn't touch them, we didn't drop them, they've just always been in the same spot, you know, but but so um. All right. So that's good. Yeah. You have to kind of it's like a race, you know, once it connects you have like two minutes before it gets screwed up again. Yeah.
24:00
Speaker 1
Oh, what's up? What's your name? Let me just delete this one. Let me forget this one. And reconnect. Can you read type your router, I mean your Wi-Fi password? Yes. Yeah, your the Wi-Fi password you assign for this Wi-Fi name. Yeah, thank you.
25:00
Speaker 2
other disconnection. Yeah, type anything. Oh, here. Yes, sir. Yeah, it's there.
25:00
Speaker 1
Yeah, it just connected. shows online as well, but it's, Does IP address? or, It just connected [silence]
26:00
Speaker 2
Activated. Connected, but it's not connected.
26:00
Speaker 1
Yeah, that's odd. Because if we use the API from here, it actually shows it has Internet. Let me try something here, sir. That's why the status light just remains red. I'll try this. Sorry, I was talking to Ness. 1.1.1.1 Dot 1.1.1.1 8.8.
27:00
Speaker 2
Yeah, we even tried to... Yeah. OK. Whatever works.
27:00
Speaker 1
[silence] yes. Hmm. Yeah, it seems to be waiting. There's no response yet. it's still got it's still disconnected. yes I think we got disconnected from Ubuntu since we what you call this since we assign those numbers. yes I should do back. okay there you go so it has internet now. oh.
28:00
Speaker 2
Like, you know, where you actually type in the the uh internet site. Oh, you think it's it switched out of the uh Lola? ask something oh I see. Oh, all right did something all right oh hey keep you. Well that uh we but uh at the.
29:00
Speaker 1
yes yeah that is actually the Google DNS sir yeah the 1.1 that the 4 1s that's a cloud flare DNS and the 8 that 8 that we use is uh the Google DNS so what it did is it will always always ping outside so it will ping the Google server if the router becomes inactive it will keep the connection active actually okay but wait I'll say can you try to on um yes the ethernet cable let's try to go online via Wi-Fi
30:00
Speaker 2
I can tell you at the very moment, it is now the correct color, that's turquoisey color. So, what is that number? What did you type? Because obviously I was okay. And the where use. Yeah, go ahead. You want me to unplug what? So, do you mean it? Okay, so unplug which one? Do you want me to unplug, like, I have the direct one to the modem and we have the modem to the main computer. [silence]
30:00
Speaker 1
Oh, wait. I just disconnected the Ethernet cable that is on the computer. Let's try to go online Wi-Fi. Yeah. Yes, Wi-Fi only. Yeah, it should be good. We should switch that connection. There should be a slight drop, but I think it's still working. Yeah, it's still working. Okay, good. So I think we can all go ahead, sir, and add those child notes. Yeah, can you get the child notes, let's add them. Actually, that's why we did nothing. So what we just did is just reset the router via the web interface. [silence]
31:00
Speaker 2
you want me to unplug the main computer one, or the modem, or the router one? okay. got it. So we're doing wi-fi only. okay. So wi-fi only, I will just. okay. So I'm disconnecting that one. uh, Ideally, let's hope it's the right one. all right, let's see. There you go. Okay. all right. So then yeah, it's still the right court. yeah. Okay. We wrote well, like, what's the chaos?
31:00
Speaker 1
face, yes, and that was shooting tab to just want to make sure that it's properly reset. By the way, so, you know, how did you reset this router before? Yes, on the bottom. Did you reset it for just 30 seconds? Yeah. Did you observe the light on the router when you held down the reset button? And because, so, did you release the reset button after the light turns off? Did you wait for for? Yeah, because the correct sequence is when you hold down the reset button, the light will turn off then once the light turns back on.
32:00
Speaker 2
Um, we have, the, I held the button down, uh, there's a reset button on it, the thread. Yeah, so I had that. Yeah. Yeah. They originally, they said 10 to 15 and it was like 30. Like, it was a long time. Yeah, yeah, and it turned, first it went from red to off, and then eventually at 30 seconds it turned blue. And then that's when I let go. No, uh, you know, the answer is that, yeah, I waited until it was blue before I let go. [silence]
32:00
Speaker 1
it turns up you have to wait until light turns blue then that's the time you release that what you did yeah I see. We just make sure that the router has been properly reset by pressing the what you call is the reset option under here under diagnostics there's a reset option so what we did is just press that one yes that's what we did yes and the ip address yes in connectivity window actually sir after the reset the router actually did connect did get online but yeah you notice the light remains red correct so what we did is we added that DNS under local network under connectivity then local network this one here yeah that what we did you Uh, no, this is DNS. 111, this is for cloud there. Yes. Yeah. Okay, then this one, sir, you can use my router that local, then make sure you are connected to your Wi-Fi router's Wi-Fi when you access this. So the reasons sir, I run the ping. So I will notice that the router disconnect from Wi-Fi. That's why I run this continuing ping. If it will time out, then I can reconnect. I will just reconnect to your Wi-Fi like what I did earlier because the connection seems always disconnecting. We got kicked off from the web interface. So I run the ping, that is there. Uh, now sir, this is only for troubleshooting purposes. You can also do this, uh, do it here under network connections window. You just run the NCPT. a in CPA, CPA command, and that's CPL, yeah, that one. Yeah, this, you just have to make sure that it's connected to Lola, because earlier it just there's an X mark. So, make sure it's always it's always green like this. So, you can access the web interface. Okay. Yes. We can all of we can do all of them at once, just make sure they are close to the parent node at least three to five feet away from the main node or main router.
33:00
Speaker 2
Okay. Oh. Okay. So right. So how do I you know any of it. So I have all these uh I have all the routers with me, so what do I what do you want me to do? I have four other ones. So do you want me to connect the other big one or do you want me to do all of them at once or what do you want me to do? Yeah, they're they're all pretty pretty much there. But let me just yeah.
35:00
Speaker 1
Okay, then empower the monster, okay, yeah, then let me know if the light turns solid, okay, solid red, or whatever solid color, yeah, yes, sir, because normally our, yeah, the router will go down if they're, if the ISP are is making some changes or updates on their backend, so that's sometimes the reason why the router, yeah, goes down, like it loose that connectivity,
36:00
Speaker 2
I'm going to plug in tweek them a skit. All right, so that's one That's one That one thin two Um, so they're of course blue. And then I will plug in the other two.
36:00
Speaker 1
But in your case, they even like replace the router. Yeah. Yeah, I believe. Uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, but there's only one connected. Yeah, this is the parent node. I know, sir, this is actually the parent now. Yeah, what's the colors of the other nodes? Is it flashing blue or solid?
37:00
Speaker 2
Yeah, like we replace the modem, we switch everything around. So everything is going to go be... I have one, three of them are blue and one of them is blinking red. And the blinking red one is the H3 one, like the fancy one. Whatever that sort. There, we have one of them is, one of them connected. Okay. One of them turned Okay. And let me... yeah, I have two of them that are now the right color. Um, there, right, so two of them are the right like light terminal.
37:00
Speaker 1
Okay, there's. Yeah, three. We have three. You have total of four, right? One parent and three child nodes. Okay. Yeah, I think they're four. Yeah, because there's one missing here. There's one missing mode. Is it flashing red, sir? Or, yeah, what color? OK, can you reset, say that note, yeah, so same so yeah, please reset it, the same reset process yes, until the light turns blue yeah, keep pressing Okay, let go
38:00
Speaker 2
Yeah, flashing red. Yeah, sure. Okay, so I'm gonna hold it in. 30 seconds, right? Or more or less. So if it, it turns off, now we wait. Okay. All right, not slow. I'm letting go. So, tell me, uh, so generally speaking, we usually have, like if it usually shows like we have 27 devices attached to the house. Like, how many?
39:00
Speaker 1
actually so this router can handle up to a maximum of 253 devices 275 so it can release 275 IP addresses yes it should work more than yeah 50 yes but of course the speed will be subdivided by the devices depending on the number of the devices you have but for the devices to connect your network IP it can support up to a maximum of
40:00
Speaker 2
The devices can you use at once with these, because, you know, like, I know, like, when I was looking when I thought I might have to replace this whole thing, you know, I was looking at one technology, and they, they were claiming, oh, you could use over 100 devices, you know. But I also know that in the past people got alarmed when I said that I had over 20 devices. So, like, what is this one capable of? [silence] Oh, so we're, so we're more than 20. Yeah, so we're more than 20. Okay. So, that's, that, if we're okay with the speed, we're fine, basically.
40:00
Speaker 1
253 because that's right, yes, uh, something like that. uh, OK, give that. We just double check. Yes. They are showing Angeles before come on, come on, come on. OK, they're all here. So let's add them to the network connectivity. Uh CA. So cancel.
41:00
Speaker 2
I see. So you're saying if we're at 1,000, if we're at 1,000 and there's 27 devices, then more or less, they're connecting at a at a speed of 40. Okay. Are we-- Okay, so now they're all red, solid red. You should be able to see before now or-- Yeah. [silence]
41:00
Speaker 1
can activity if it could I rather set up uh okay at wireless setup did the light on the parent node flash uh like uh what yeah it will flash white and should turn back to blue did it back to blue okay good and can you observe uh the light on the child node did any of the child node flashes red okay good flashing flashing red okay good okay let's wait uh until it turns solid uh what you call this solid blue
42:00
Speaker 2
Yes. Now it's white. Yeah, it's white. Yeah, flashing white. Yes, right there. Blue. Yeah. Oh, yeah, oh, yes. Oh, yeah. One of them just started flashing red. Yeah.
42:00
Speaker 1
yeah, let me just take note of the IP address the router is getting from the modem while waiting. Adjust this. done that. if you have a, would you go ahead go ahead, go on. I'm sorry it got to that. yes.
43:00
Speaker 2
So, so right now I'm using an iPhone 14 Max. Okay. So, if I were to purchase a 17, you know, like on the discounts or whatever, cuz they're getting ready for an 18. Will that be, that'll still be, will that work better on these or it's irrelevant? Because these. Okay, go ahead. No, I'm just, guess I'm, what I'm, what I'm trying to figure out is are they, um, uh, because, because my even though the new phone would be capable of Wi-Fi 7, these nodes are not. And, and so
43:00
Speaker 1
[silence] yes, so: if you use the Wi-Fi 7.0 then you [silence] will be able to maximize the performance of your device Wi-Fi if it's compatible to Wi-Fi 7 then yes, there's actually a big difference when it comes to wireless speed. yeah, yes, yes, sorry. this is Wi-Fi 5, the release, but as long as it as I'm saying, as long as it fits the purpose then yes, it's up to you to update the [silence] a
44:00
Speaker 2
So then like what would I be using? there is, but would I, but my nodes are too old for Wi-Fi 7, correct? so I can't get Wi-Fi 7. okay. so, and so if I Yeah, go ahead. right. right, I mean we're not watching Yeah, we're not video gaming and watching like crazy movies. I mean we're basically looking at news websites and then, you know, maybe my kids are just going to game and stuff. but again, they're not doing anything crazy. doing their homework or review sessions, but that's about it. So you have, so one of the child nodes just turned the right color. So we have now another one is flashing. And then we have two are flashing red, all of them, all of the rest are flashing red. Okay, so, so when they told me, and again, understand that I truly don't know what any of this shit means, okay, so, so keep that baseline. Um, they told me that once these all connected, I should use them as a bridge to the other Wi-Fi, so the Wi-Fi doesn't get confused and that it's all one network. And I have no idea how to do that setting either. I just know it's, a thing.
44:00
Speaker 1
Mesh networks, so once you, we set up this router, yeah, once we set up the child nodes, so they act as a bridge. So it's the parent who manages all your connections. So it's the parent node who provides IP address to the devices connected to your network. So for the, yes, they are all blue. I can see it on the device list. Actually, for Linksys, So you only have one wife name. Because all of the child nodes are just an extender, Wi-Fi extender of your parent node. So maybe he is referring to the modem. So you have to assign the router. Ather with different names. So what you did, sir, is already correct. You assigned Lola for the router and Bailey for the modem. I believe that's what they are trying to say. Like different Wi-Fi name for the router and the router. I mean, from the router and the modem. Okay. So, actually, that's still your options, but if you are on the farther location where the Bailey network is, yeah, the signal is weak and you are getting strong signal on the Lola, then you can switch to Lola network. Yeah, just like that. Yeah. As long as... Yes.
46:00
Speaker 2
Yeah. So when I position these throughout the house, am I using Baylee, which is the normal network name, or am I using Lo, which is the name of what's on our, um, nodes? I see. Okay. So, basically, so, essentially, the new network is basically Lola1, is what I should probably want to sign into.
47:00
Speaker 1
Yes that's low on one amendments is white next. Yeah. So, uh yes, this one's I just used this address. My route. My [silence] router. That local financial, this page, if we can bookmark this page, that I'll just have to bookmark this. They you will not last space that that the default password for this one is admin, that's all lowercase. Yeah. Mm-hmm.
48:00
Speaker 2
Okay. Okay. And if I ever wanted to change things around, I mean, that's it's fine, but how would I do that? Like if I wanna change the name of the network. I know I just typed it in, but, so, should let me, so I should probably. Yeah. Sorry. Yeah. Yeah. Yeah. Okay. So this is what I want. Right? Yeah. That way. Yeah. Thank God. Okay. Yes. That one is, okay. So now, okay, so I have these things. Now, okay. So just to remember, I just unplug them and how long do I have before they lose their connectivity? Right? Because then now I know I need to go around the house and
48:00
Speaker 1
uh what do you mean latency i'm sorry i i get it hmm okay so we okay it's we've shared that those information will not be allowed because they are saved on the router itself so the best way for you to relocate these nodes is to start from the nearest node wait until the light turns blue then once the light turns blue for that node then move to the other location plug in the second node so they will like DC chain so start from the nearest to the farthest node so do
49:00
Speaker 2
plug them in. So where do I, you know what I mean? Like how much leeway do I have? Oh, how much time, you know, like, obviously it took all this time to link them up, right? But now I have to position them throughout the house in the right area and the dead zones. So, does it give me five minutes before we lose all its information? Or will it, or do I have, you know, or do I not have to rush and I can just connect them up? [silence] Okay, and should I use the other?
49:00
Speaker 1
Actually, so it's that it doesn't matter as long as yeah, there's a node on that location. But much better so if you uh disjoin first the newer nodes then the what you call is the older nodes on the farther location. So you have to place the newer node to the location where you have like uh where it has a more bandwidth usage or more device usage. Where you usually work. Yeah. That's where you place the bigger nodes. Then the smaller nodes on the other area where internet is yeah, it's still uh will it has uh like a less needed.
50:00
Speaker 2
The other one that's newer technology, should I be putting that one in the highest use area, like say a family room? Got it, okay. Yeah, that's what I mean. Okay, okay. Okay, that'll work. Okay, yeah, I get it
50:00
Speaker 1
yes. okay so for that once a day we'll still talk to each other but you cannot maximize the performance of your Wi-Fi 7. yeah because it's already a mixed environment. exactly. yes sir. So it's still a waste if you use Wi-Fi 7 and you mix it with the other with the older nodes. For new ones are yes, yes. so the new ones has already has thePAR button. [silence] yeah it's the old version of the old version of the old version of the old version of the old version of the old version of the old
51:00
Speaker 2
Okay, and so if I were to buy like a newer Wi-Fi from Linksys, you know, like how you have Wi-Fi 7. If there, if one node is Wi-Fi 7, the others are not, will they talk to each other or what happens? Got it. Got it. So, the only way to really make it so it works well would be to get them all Wi-Fi 7. Okay, all right. Yeah. All right. And so if it was, so would I I would not have to go through this horrible stuff again. If I got new ones, like they should connect automatically, correct? All right. And I guess last question
51:00
Speaker 1
Actually, yes there's no downside actually it doesn't matter whether you leave it there connected there or connect it to the router yeah it's up to you. Yeah it doesn't matter. Yes of course. A wired connection is always advantageous with yes yes it's still turned on. Yeah you can yeah if you begin to check it also here. Yeah from here in see PA. That is this is how we check the Wi-Fi connectivity sir. Yeah network connection window. There you have the five nodes. Here this is how we check the Wi-Fi. It will show you the [silence]
52:00
Speaker 2
Okay, should I keep my main computer directly connected to the modem, like, I mean, there's no downside, correct? Okay, so I'll connect it to that ways, in theory faster, right? Okay, good. All right. Okay, cool, but Okay, so all the Wi-Fi, so the Wi-Fi on the computer's turned on, correct? So I like we're Okay, just making sure okay, so then I guess we're Yeah, go ahead. Okay. Okay, so you know what, let me just take a picture so that I don't uh screw this up. So the the websites that you want me to take that you want me to type is called NC .com, okay. Okay. I just took a picture of it. Okay. And you got there, you got there by clicking what? Yeah. So but how did you get to that place where you typed? Oh, I see. You're typing at the bottom. You're typing at the bottom of my tab. My tab. Oh, okay. That's how you're getting there. Okay. I just didn't see where it was coming from. Yeah. Okay. Okay. Now I get it. Okay.
52:00
Speaker 1
That's your internet status for wireless. And this is for your Ethernet for your WAN1. Yeah, you don't need that. That's only for what you call diagnostics or troubleshooting. Yes. Okay. You're welcome, sir. So I will now end this support session. Okay, so you can take control of your screen. Okay, so before we end the call, sir, do you have any other questions or
54:00
Speaker 2
Okay. Okay. And it's no longer going to continuously ping. Okay. So we're back to normal, basically. All right. All right. Thank you so much for your help. All right. Thank you, sir. Bye-bye.
54:00