V2 Rubric Detail — 577d900c-7472-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 10:56
Duration
58m 30s
Contact
Tina Marfo
Issue Type
Parental Controls
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135283
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Have issue with the app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall79.4% (+19.4)

V2 Grader Summary

The customer’s parental‑control issue was resolved via factory reset and web‑UI guidance, confirmed by their statement that it is 'working fine now'. However, the agent’s recommendation of the 5‑press method for adding a node was materially incorrect for the Community Fiber (SPNM6x) device, violating KB guidance and making T3 Not Met. All other core indicators were met or partially met, with no critical compliance failures triggering auto‑zero.

V1 Case Analysis

Customer reported parental control schedule not saving (error 2183) and inability to add child node via Linksys app. Agent guided to router UI (192.168.1.1), performed factory reset, used 5-press method to pair child node. Parental controls now save successfully; node online with solid blue light.

Troubleshooting Steps
  • Guided customer to access router UI at 192.168.1.1 via a computer.
  • Performed a factory reset of the parent and child nodes (15-second reset).
  • Used the 5-press method to pair the new child node.
  • Verified parental control settings could be edited without error.
Key Observations
  • Agent resolved both the parental control error and node addition issue through factory reset and 5-press method.
  • Agent failed to confirm the device was ISP-provisioned (Community Fiber), missing a critical support path step per KB.
  • Agent gave conflicting instructions: initially suggested adding node via web UI, then switched to 5-press method without clarifying the correct path for the product family.
  • Call was inefficient due to extended hold time, repeated browser troubleshooting, and device access issues.
Positive Highlights
  • Successfully guided customer to router web interface after persistent access issues (transcript [25:00]).
  • Correctly identified factory reset as a solution for error 2183 and executed it properly (transcript [40:00]).
  • Accurately used the 5-press method to pair the child node, which is valid for WHW/MX/MR series (universal_5press_models.md).
  • Confirmed resolution by verifying parental controls saved and node appeared in device list with solid blue light (transcript [57:00]).
  • Demonstrated patience and empathy during extended troubleshooting (transcript [15:00], [20:00]).
Agent Errors / Gaps
  • Did not verify ISP-provisioned status or advise contacting Community Fiber for warranty/repair — violates universal_support_contacts.md and universal_escalation_guide.md.
  • Provided inconsistent node pairing instructions: first directed to web UI method, then to 5-press, without confirming model compatibility or correct procedure.
  • Incorrectly stated the 5-press method would take 'five minutes for multiple notes' — this is not documented and may mislead (transcript [51:00]).
  • Spent excessive time on hold (4 minutes) without clear progress or explanation, reducing efficiency.
  • Failed to recognize that the customer’s device was ISP-provisioned early in the call, delaying proper support pathing.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Customer confirms resolution: 'Perfect. Yeah, it seems to do work in fine now' and 'Yeah, no, and Macy, thank you so much for your help.'
R2 Met Diagnostic thoroughness conf 94%
Agent guided customer through browser access, tested multiple browsers, ruled out VPN/firewall, performed factory reset and re‑configuration — relevant, logically sequenced diagnostic steps.
R3 Met Correct resolution path conf 93%
Agent pursued best‑effort troubleshooting despite app deprecation and ISP‑provisioned device (Community Fiber), guiding through web UI and reset — correct path for OOW/ISP‑locked device where RMA not applicable.
Technical Accuracy
T1 Met Technically accurate info conf 91%
Agent identified core symptom (parental controls failing with error 2183), asked about device type, browser, network connection, and logically progressed from app failure to UI access to reset.
T2 Met Appropriate tools / resources used conf 94%
Appropriate use of local web interface (192.168.1.1), browser testing, and factory reset — valid tools for diagnosing UI‑level failures and firmware issues on ISP‑provisioned hardware.
T3 Not Met No misinformation conf 97%
Agent recommended the 'five press' method for adding a node, but this is invalid for SPNM6x/SPNMX series (Community Fiber) per universal_5press_models.md: Cognitive Mesh / SPN family (SPNM60, SPNM62…) use the Pair button method instead.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent lacked clear opening frame, had multiple unexplained silences, and abrupt transitions (e.g., sudden hold without explanation), though maintained basic control through resolution.
C2 Partially Met Confirmed understanding conf 86%
Agent used unclear terms like 'CA letter' without explanation and did not consistently confirm understanding when directing customer to scroll or tap.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end‑to‑end, performed all troubleshooting, and did not transfer or abandon the customer despite complexity and device limitations.
O2 Met Proactive follow-through conf 94%
Agent provided clear next steps: reset parent and child nodes, wait for solid blue, access UI, add node. Followed through to confirmation of successful node addition and parental control functionality.
O3 Met Closure confirmation conf 95%
No prior history was indicated; agent did not re‑ask model/serial number or other details, and maintained continuity of issue (parental controls, node addition) throughout.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with appropriate troubleshooting and reset.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'apologize, ma’am' and 'thank you for your patience', but did not specifically acknowledge customer’s frustration about lack of communication on app discontinuation or repeated effort.
X2 Met Tone & rapport conf 93%
Agent adapted guidance to customer’s changing devices (work laptop, iPad, daughter’s laptop), adjusted browser instructions, and responded to real‑time feedback on connectivity.
X3 Partially Met Overall experience conf 85%
Customer had to repeat browser attempts and ultimately perform a full factory reset — a high‑effort step — due to inability to access UI, which could have been mitigated earlier by confirming device type and model.
Call Transcript79 turns · 89 lines
Speaker 2
Welcome to linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
I'm wondering if you can, I'm having a lot of issues with my Links app. I don't know what it is. So, for example, I've got my children's devices that I've set up where I put times that they can go on on and not access Wi-Fi. But when I try to change the times, it just keeps whirling and then saving, but it doesn't take effect. So, community fiber. All right. Okay, so where can I get that from? I'm on the Links app, would it be able to tell me from there? Network administration, nodes. Okay, perfect. Okay. So, we'll get the serial number. technical support for community fiber, look up the line. Okay.
03:00
Speaker 2
what is your service provider? [silence] open fiber, I will need the model number and serial number of your Linksys device please. [ silence ] The serial number will do, ma'am. [ silence ] And it was working fine before. Thank you. [ silence ]
03:00
Speaker 1
takes a long time and you can't save any updates during it? Of course yeah, it's 07 985 145 806 [silence] [silence] her first name is Tina T-I-N-A last name Marsfao, M-A-R-F-A-W oh. Tina, T-I-N-A. Yeah. [silence]
05:00
Speaker 2
um, 00:04 I see. I see. Got it. uh, while we check, ma'am, while I'm still checking on the exact unit, may I have your phone number just in case we get disconnected. 00:19 806. 00:25 Okay. 00:34 How about your first and last name, ma'am? 00:46 What is your first name again, ma'am? 00:48 Tina. 00:51 Okay. 00:56 Okay, and your last name is M-A-R-F-A, right? 01:00 Um, yeah. 01:01 Okay, perfect. 01:02 [silence]
05:00
Speaker 1
Oh, F for Freddie, O for Oscar. Yeah, that's the one. Yeah, I'm here, can you hear me? TinaMarful at gmail dot com. I am, yeah. Would you need the interface. I'll use the app only, homie. How, how do I access the interface.
06:00
Speaker 2
Marco. Okay. Thank you. And how about your email address ma'am? Hello ma'am. Yeah, have you, yes ma'am. How about your email address? And you are calling from United Kingdom right? Okay. Thank you. Okay. Uh, have you tried um accessing the user interface ma'am? All of your links and um do the changes on um the interface or not yet? Yes. I guess actually ma'am, let me just set your expectation. [silence]
06:00
Speaker 1
Okay, so out of interest, when was that disconnected? When did that start? The support. Yeah, I'm listening. You said there's no update, you didn't finish your sentence, you're still speaking. B: I can't hear you. Speaker A: You just don't want to listen.
07:00
Speaker 2
Discontinued ma'am we still have that but there's no update and um there's no update or no um like [ silence ] hello uh yes ma'am, yeah there's no update anymore on the uh on the app. So we suggest customers to use the user interface which uh actually [ silence ]
07:00
Speaker 1
Okay. Yes I do yeah it's just a shame that this wasn't communicated to customers because I'm still using the app and I'm frankly trying to make some changes. It should have been a message even on the links that are to say please note we're no longer updating the app best places to go to the interface with you know some instructions on how you do that then that would have been helpful. Um okay. Yeah I'm okay. Okay. Yeah I'm listening yeah we will you didn't finish a sentence. Okay. [silence]
08:00
Speaker 2
way better than using the app in [silence] since all the settings, you can see it on the user interface. Uh, do you have a computer or maybe an iPad that you can use? Mhm. apologize, ma'am. But, yeah, we will, um, hello? Yes, I'm sorry, ma'am. Yes, ma'am, we will do the uh, we will take note of those uh concerns, we will take note of those, um, information that we um, so that we can, uh cascade it to our uh higher needs.
08:00
Speaker 1
Fine. I'm on the, I'm on the laptop now. Where would you like me to go? Yeah. Yep. Yeah. Yeah, I'm listening. 192. Uh-huh. unable to connect, so 192.168.1.1. Jim, I'm going to just say, try again. unable to connect
09:00
Speaker 2
Okay. Yes, ma'am. Please make sure that your uh... laptop is connected to the Wi-Fi network of your links suite. You are connected. Okay. Uh... open a browser on the address bar. Okay. On the on the address bar, please type this numbers 192 dot 168 dot one dot one and press enter. Yes. [silence] Yes, that's working.
09:00
Speaker 1
I'm checking my. Hi. I'm definitely connected. Um. Yeah, my wife I is connected. I don't know why it's not loading then. Yeah, it's saying unable to connect. I'm able to connect. I typed in 192.168.1.1. 1.1. I'm using Firefox. Yeah, let me try chrome. Okay. I'm just trying chrome now to see if chrome works. [silence]
10:00
Speaker 2
It's not uh showing up the page ma'am. Hmm. Hmm. What browser are you using right now ma'am? Do you have other browser that we can try? Mm-hmm. Same numbers put it on the address bar please.
10:00
Speaker 1
Yeah, your internet access is blocked, firewall or antivirus software may have blocked the connection. Well, is it's yeah, it's possible it's my work laptop. The am I able to use my mobile phone? Will it work then? No, I'm not aware of how I do that. No, I've got an iPhone.
11:00
Speaker 2
Oh. I see. Do you have any VPN or any anything on your computer ma'am that can block the access? Oh, I see. I see. This might not work on uh work laptops ma'am or any work devices. Uh any other device that could be used? We can try but do you know how to set your browser into desktop mode? Now. I see. Other device that could be used ma'am aside from phone?
11:00
Speaker 1
Let me see what I can get. Let me see if I can grab my iPad. It may not be charged yet. Okay. See, this is a lot of inconvenience for a customer. If the customer doesn't have a laptop, an iPad, or anything like that, then they won't be able to control their LinkZip app, will they?
12:00
Speaker 2
[this-element-needs-a-marker-for-options] we already raised that one up, ma'am, uh, yes, it's actually right that it's convenient that we can use the hand folds. So, yeah, we already raised that one. And I, there, I believe they're doing some firmware that they can uh do
12:00
Speaker 1
Okay, but I'm just wondering, my iPad, I'm going to see the same issue, no, with my iPhone or would that be different? Okay, that's fine. I'm just turning it on and then we can we can try that because that's the only device I do have that's not work related. [silence]
13:00
Speaker 2
ipad man will be different from iPhones because ipad settings they are uh it's like something about computers especially the browsers in it unlike Android devices iPad will do some yes uh huh
13:00
Speaker 1
Stay with me. The iPad is just powering up. It's taking some time.
15:00
Speaker 2
Yes, yes, yes ma'am, no worries, just take your time. Yes?
15:00
Speaker 1
So whilst you're doing that for me, when I get a new, I've ordered a new node, like a booster that's come in, I'm reading the instructions and it said I need to do it on the LinkSpeed app. So would I need to do it the way you're just teaching me now on the browser to add a new booster? So which was the second one ? I missed that . Yes please if you can . Yes , that would be great . So that I've got that when it comes .
18:00
Speaker 2
actually ma'am there are three ways of adding a child node or adding a booster to your network first thing is the app and if there's no more links this app or uh if the app is not working then you still have the user interface which is the one that we're trying to access right now and the five press which is the fastest way of adding a child node the five press ma'am if you want I can send you the uh the uh YouTube video or a guide ma'am how you can do the five press for your reference all right uh yes ma'am just let me know if you're uh that is already good okay
19:00
Speaker 1
So let you know if my iPad, yes, it's taking too long. I'm trying to see if one of my daughter's didn't take the laptop to school and I can use that instead. Be right with me. Okay. she took it to school. Okay. See you. [silence] it's taking forever to load up. I don't know why it's doing that.
20:00
Speaker 2
The iPad man is ready good. Um-hmm.
20:00
Speaker 1
Okay, I just found my daughter's laptop. She didn't take it to school, so I'm just switching that one on and hopefully we can re- Perfect, okay. Yeah, it's just coming up now. I don't know why my iPad was taking so long. [silence] I'd say it's just loading up. Hopefully, we can slow down the browser. So avoid Firefox for now. [silence] Okay.
21:00
Speaker 2
Uh-huh, in the U.S. we were just tried in other browsers will walk you can use Firefox, just make sure that your computer is connected to the Wi-Fi network office your links.
22:00
Speaker 1
O. K. Google Chrome. Okay. Please tell the number. Okay. one nine two. Mm hmm. Okay. This thing not secure. This site can't be reached but this is a personal laptop. I don't know why. so 192.186.1.1168. Okay.
23:00
Speaker 2
mmm. 168. 16 92, point 168.12.1.
23:00
Speaker 1
But it's one dot one. Okay, perfect. Done it now. Yes. Mhm. Then it's an access rooter. What do I type in? I think I believe so. Yes, I do. Okay, wait with me. I need to look it up.
24:00
Speaker 2
OK. OK.
24:00
Speaker 1
Okay. Let's try and add in to see if it works. It's saying "waiting", so I think it's working. Yeah, it's loaded it up. Yeah. I've got smart WiFi 2. Yeah, device list, guest access, parental controls. Yeah, all of that is there. Correct. Yes. Where would you like me to go device list? Oh, connectivity, bear with me. Yeah, I can see that connectivity. Yeah. Mh.
25:00
Speaker 2
Okay. So the page you will see in there will be the smart WIFI tools. Do you see the smart WIFI Okay. So you're trying to change the time, right? time on the the device. Okay. Can you please go to connectivity, ma'am? Uh no ma'am. Connectivity. Okay. Yes. First
25:00
Speaker 1
Okay. Yeah, I can see that. Yeah. Okay. Yeah, perfect. Now, I was actually referencing time zones in terms of my daughter's devices, when they can go on and can't go on it. So, the times, the times that they can access the Wi-Fi and internet, and the times they can't. So, I think it's parent or controls or device list. Yeah, okay. Then I can, I can, I can choose which device I want to restrict access to. Okay. Yeah, that makes sense.
26:00
Speaker 2
tabs that you will see is basic and if you check on the bottom part, ma'am, before the okay, cancel, and apply, you have their time zone. Okay. So what you need to do is just change the time to your preferred time zone and just click on apply. Oh, so. So by transparency, okay. Yes, ma'am, it's parental control. If you want to Mhm. Yes. Yes, and you'll have an
26:00
Speaker 1
Okay, got it, yeah, I can see that now. Amazing. Okay, cool. Perfect, all right, no, this is super helpful. And so if I was wanting to add a child node, I could do it here or you sent me the video as well. Mm-hmm. Okay. Mm-hmm. Okay, so I tried to change the time and it said the same thing on the, the same thing I was seeing on the app, it's saying the same thing, unexpected error.
27:00
Speaker 2
Okay. Yes ma'am. Yes, but yeah. Uh just sir, just to let you know ma'am, before you do the adding of child node, you have to uh tap a first is uh C. A letter on the bottom part of the screen. If you scroll down ma'am, back to the main dashboard, you'll see these end user license agreement, privacy statement, third party license sets. It's a small footnote on the bottom of the screen.
27:00
Speaker 1
We've encountered an unexpected error. please visit help hub. 2183. Thank you. That's correct. Yes, 2183. to did you need the number. one is parent and one is child yeah I just tried to update the times that they can access the wi-fi for another device and I'm getting the same error code two one eight three all right of course yeah no problem okay thank you
28:00
Speaker 2
Yeah, no need for that, ma'am. That's OK. So let me just check. Um. Mm-hmm. 3183. Um. Can I uh ask for 3 to 5 minutes, ma'am? Can you please stay on the line? Let me just place this call on hold. Yes, ma'am. Just stay on the line, ma'am, and I'll be right back, okay? Thank you, ma'am. [silence]
29:00
Speaker 1
I need a uniform. How do I know what my uniform is? Do you have any... Which war anyway? um, I don't know. Oh yeah? No worries. Okay, so that was Google Chrome. Let me see another service. That's fine. Let me see what my daughter has on this laptop.
30:00
Speaker 2
[KEEP_UNCERTAIN] ---hello ma'am. Hi ma’am. Thank you so much for your patience waiting. Okay. ma’am. Can we try to do it on a different um browser of a different um browser, please? Uh-huh. Uh can you can use Firefox, ma’am. com@, uh-huh, okay, 192.1.1 ma'am.
34:00
Speaker 1
I got all these. Okay, if I try again, copy, paste. Okay, I'm in, so just loading. [silence] Let me entering my router access router number yet mm-hmm just do that now okay okay signing in okay so you want me to repeat what I did in terms of updating router updating okay let's see okay I'm just editing the times you actually have to click on every cell
36:00
Speaker 2
Got it. Yeah, password. Uh-huh? Uh-huh. Yes, uh-huh. Yes, go to parental control and let's see if-- let's check then, if it, if it's the same error message. If it's the same error message.
37:00
Speaker 1
every cell is like 30 minutes so to unblock it you'd need to okay yeah it's still same error unexpected error 2183 was encountered yeah same thing um I haven't changed anything since so um where can I double check that as far as I know it probably is uh still saying if I go to nodes and find it I'm going where did you ask me to go before okay yeah wifi name community fiber 10 GB yeah I've not changed it.
38:00
Speaker 2
to one AC. I see got it okay if that's the case ma'am then we can go ahead with the last um option for this which is to reset and reconfigure your device what is the name that you're currently using right now ma'am is it still the same um community fiber Wi-Fi name uh-huh uh go to Wi-Fi settings instead ma'am Wi-Fi settings under router settings uh okay okay so would you like to go ahead with the reset and [silence]
38:00
Speaker 1
Yes, I'm happy to do that because if that will help. It's in my daughter's bedroom. Yeah, yeah, so, okay, so the main router is downstairs in the corridor. I'm actually currently upstairs in one of my daughter's room, and then the second room has the other router. Do you want me to what? Make sure both of the routers are together in the same location? Is that what you're asking me to do? There with...
39:00
Speaker 2
Trust resume. Like, uh, you will reset and add your child note. Uh, yes. Yes, actually, it will, ma'am. So, yep. Um, the other child note that was currently working, ma'am, where is it right now? Uh-huh. Um, can you verify the distance? Or will it be possible that you can move it closer? Like, less than a meter, just for adding it back to your network, ma'am. Uh-huh. Yes, ma'am. Guess we, uh, we might need to add it back to your network, um, later on.
39:00
Speaker 1
upstairs, downstairs. So bear with me. I've just grabbed it. I'm going downstairs now. I'm going to plug it in once I'm downstairs. Okay. Yeah, it's all plugged in. And both of the nodes are together. Mm-hmm. Yeah. Jump to hold on that. Yeah. Okay. [silence]
40:00
Speaker 2
Yes, yes. No, worries, ma'am. OK. OK. So let's start with the parent node, ma'am. Underneath, you have there a reset button. OK. Yes, you have to press and hold it for 15 seconds, ma'am. [silence]
40:00
Speaker 1
the light has gone off yeah okay 15 seconds yep that one's done as well and that has gone kind of orangey reddish oh
41:00
Speaker 2
Uh-huh. Okay. You can let go now, Ma'am. And please do the same thing on your child node, please. [silence] Uh-huh. Okay. So for this node, Ma'am, uh for the parent node, these devices are actually pre-configured routers from community fiber. It has a feature wherein after reset, Five. It will automatically go online. So let's just wait for the parent node to go online. Okay? Thank you ma'am. [silence] You know, only the works. I'll be ready in a good is it funny? Yeah, it's against Dante.
41:00
Speaker 1
It's kind of light bluish purplish and it's flashing. Um, I'm checking my phone and my phone is telling me no Wi-Fi on the internet.
43:00
Speaker 2
May I know what's the light on your parent node, ma'am? Okay. Yes, yes. It's still booting up, ma'am. Let's just wait a It shows us I.D. lights on the top. double.
43:00
Speaker 1
Yeah, Show the light is. Just checking for you. Yeah, it's gone blue now. Just turned blue. Yeah. I'm just checking that for you now. [silence]
45:00
Speaker 2
Okay, how is it ma'am? What's the lighting the top of your parent note? Solid. Okay. Can you check if your phone is able to, was able to see the Wi-Fi network?
45:00
Speaker 1
Yeah, it's connecting. Yes. Okay. Okay. So go back to my parent to controls, let me see if I can do the changes. Okay. It's yes it's saying Winston. Just double check that Wi. Yeah, it's connected.
46:00
Speaker 2
Okay. Okay, that's good. So we will go ahead, ma'am, and uh access the user interface again, before we add your child node, okay? We will check if you can now uh do the changes on your parental control. Um, make sure that your computer is again connected to your Wi-Fi network, ma'am, because you might get disconnected, okay? When we did the reset. [silence]
46:00
Speaker 1
Perfect. Yeah, it seems to do work in fine now. If I'd know that was the trick, I would have done it. Okay. Good. Okay. Okay, so I can add it from here through this user interface, that's what you're saying. Okay. Where do I go to? A letter. Ah, I can see it, yeah. I can see it.
48:00
Speaker 2
you yeah anyways yeah we will go ahead and add your child node and I think it will be better if you will try the five press but I'm in the future you already have your other nodes uh you'll be able to uh add it using this method this is way faster than the other uh way ma'am yes yes you can also do the five press um you need to scroll down first all the way to the bottom of the page uh if you're still under portal control ma'am please scroll down and look for the CA letter on the bottom CA just uh uh CA for california or okay
48:00
Speaker 1
Yeah, that's fine. Yeah, mm-hmm. Where do I go next? Mm-hmm, yeah. Yeah, done that. Okay, yeah, mm-hmm. In this case, it's wireless. It's just plugged in for. Yeah, it says wireless. I'm going to click add wireless child node. My child node is still flashing red. Is that, that's how we should be here? No, it's still flashing red. No.
49:00
Speaker 2
Okay, under, um, you need to go to connectivity ma'am, after you tap CA. Uh, connectivity, that's under router settings on the left side. Okay. And go to CA router setup. Okay. Under CA router setup, ma'am, you will have an option to add a node, either wired or wireless. Yes. Okay. Uh, did it turn purple earlier ma'am, after the reset? No. Oh, okay. Okay, can we do a reset?
49:00
Speaker 1
yeah, I'm just going to do that now. so what for another 10 seconds, yeah. okay, let's do that . yeah, it's gone off, I've let go. let's see what happens.
50:00
Speaker 2
press and hold until the light on the top turns off on your child node, okay. Yes, or until the light on the top turns off. I'm
50:00
Speaker 1
Yeah. Yeah. Okay, that's fine. The, the, um, it turned blue and I've clicked add wireless child node and now it's flashing blue. So, is it doing something now? Okay. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Now the button is flashing white.
51:00
Speaker 2
Okay, so let's wait for the node to turn purple, ma'am, and right after it turned purple, then we can go ahead and add this using your uh your user interface. Actually, this is way faster, ma'am, because it will only take five minutes for uh multiple notes. Like if you have two or three notes, you can add it at the same time. Unlike the Linksys app that you have to add it one by one, and it will take four to six minutes. [silence] I think not yet, ma'am. Because it will go study Purple first. Purple means ready for setup for your for this node. [silence] So once it turned Purple, uh, then you can go ahead with.
51:00
Speaker 1
It's not a purple yet. It's still blue and it's flashing blue. Yep, it's gone purple. So I'm going to click add wireless child node.
52:00
Speaker 2
Adding this child note and then yes you'll know then if you will be able to add it successfully. Just after you press add. one
52:00
Speaker 1
Okay. Yeah, it's blinking purple. Mm-hmm. Okay.
53:00
Speaker 2
never lose child node, the light will start to blink red, or blink purple. So this time we will give it three to five minutes. So no need for us to do anything, just give it three to five minutes to connect. And after it turns solid blue mem, just give it another 30 seconds before you unplug and move it back to its place.
53:00
Speaker 1
It is, it's blinking red, is that normal? So, whilst I had you here, when I look at my device list, I have the community fiber router, that ones there, and then I've got other things like four other things say network device. Through, through of them are online. So I'm wondering, what are those that the network device that's online.
55:00
Speaker 2
yes yes ma'am [silence] [silence] uh those are smart devices ma'am or uh latest device
55:00
Speaker 1
Okay, because at the moment, I'm the only one in the house, so I know which devices are live and on. Um, the ring doorbell says ring, my phone, I can see, it's got my name on it. And then my daughter's laptop that I'm using now, which has her name. But then the rest is just one, two, three. Okay, so the no child has just come on, and I can see that that's also recorded as network device.
56:00
Speaker 2
Yes, I have. I know. But they have to be connected before and it was reconnected again without you adding it manually or without connecting it to your network, like smart devices. Okay, you'll be seeing that one once you successfully, it might take a couple of minutes, ma'am, for it to show up the exact device. Usually those are your smartphones or laptop [silence] [silence]
56:00
Speaker 1
So, yeah, that's just come online now, and the name is network device. And I can see community one one zero one five. So that's the child node. Let me edit it so I know it's child node. Okay, perfect. At least then I know which one is the child node. Okay. Okay. Yeah, the thing is all done. Um, yeah, it's got a blue light. So I leave it on for a while before I disconnect. [silence]
57:00
Speaker 2
uh huh yes yes do you have a blue light on your child node ma'am okay yes yes ma'am as long as it show up on the device unit, unit.
57:00
Speaker 1
Yeah, no, and Macy, thank you so much for your help. Yeah? I will do. I will do. Thank you. Thank you. Bye bye. You too. Thanks. Bye bye, bye.
58:00
Speaker 2
Your device list and it's online. Uh, just give it 30 seconds and you'll be able to uh you can now move it to your preferred place. Okay. You're welcome, ma'am. You can call us back if you need assistance in adding your child nodes in the future. Thank you. You're welcome, ma'am. Have a good day. Please stay safe. Bye-bye. Bye-bye ma'am.
58:00