V2 Rubric Detail — 5a71f390-714b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 10:39
Duration
53m 36s
Contact
Ishmael
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134923
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to turn-off the parental control
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
Escalation0.00/5
Customer Exp2.86/5
Overall50.1% (+10.1)

V2 Grader Summary

The issue was not resolved as parental controls continued to malfunction after reset and reconfiguration. While the agent demonstrated ownership and empathy, troubleshooting lacked diagnostic rigor and failed to escalate appropriately. The call ended with a callback promise rather than a confirmed fix, leaving the customer in a broken state.

V1 Case Analysis

Customer unable to disable parental controls; attempted app login, web UI login, router reboot, factory reset, and modem reboot. Issue persists; callback scheduled.

Troubleshooting Steps
  • Collected serial number and customer name.
  • Guided customer to log into the Linksys app (cloud account) and local web UI (myrouter.local).
  • Attempted to toggle parental controls off in the web UI.
  • Power-cycled the main node.
  • Performed a factory reset by holding the reset button.
  • Rebooted the ISP modem and checked WAN cable connections.
Key Observations
  • Agent provided incorrect URL format ("https://myrouter.local" instead of "http://myrouter.local").
  • Agent did not address iOS Private Wi-Fi Address, a known cause of parental control persistence issues.
  • Agent misidentified LED colors (solid pink) without providing clear guidance.
  • Repeated instructions and long hold periods led to inefficient call flow and customer frustration.
Positive Highlights
  • Collected device serial number and customer name.
  • Showed patience and repeated instructions when the customer was confused.
  • Offered a callback to continue troubleshooting after the issue remained unresolved.
Agent Errors / Gaps
  • Provided incorrect URL format ("https://myrouter.local" instead of "http://myrouter.local").
  • Failed to confirm the router model, which is necessary for accurate troubleshooting.
  • Did not mention or troubleshoot iOS Private Wi-Fi Address, a common cause of parental control failures on iOS devices.
  • Misidentified LED colors (solid pink) without explaining their meaning, causing confusion.
  • Did not verify that parental controls remained off after toggling; proceeded without confirming resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The parental controls repeatedly re-enabled despite multiple attempts to disable them, and the call ended with a promised callback rather than a confirmed resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed relevant steps (reboot, reset, web UI access), but troubleshooting was disorganized — repeated login attempts, unclear transitions, and no systematic root cause analysis.
R3 Partially Met Correct resolution path conf 85%
Agent pursued reset and reconfiguration, appropriate for firmware/config issues, but did not clearly justify why a hardware replacement was implied, nor ruled out software causes definitively.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (error 2183, parental control toggle failure) and asked about login method and OS, but failed to diagnose potential MAC randomization or confirm router model (SPNM6x), which are critical for this issue.
T2 Met Appropriate tools / resources used conf 95%
The agent correctly used the local web interface (myrouter.local) and router reboot — appropriate tools for a configuration issue on an ISP-provisioned SPNM6x device where cloud tools may be limited.
T3 Partially Met No misinformation conf 85%
Instructions to access myrouter.local and toggle parental controls were correct, but agent gave confusing advice about router vs Wi-Fi password distinction and incorrectly suggested releasing the reset button at solid blue (should be after flash-and-off).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but had multiple long silences, repeated prompts, and unclear transitions (e.g., 'I’ll put the call on hold'), disrupting flow.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple terms and apologized, but responses were often scripted and failed to adapt fully to customer’s escalating frustration and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to a callback, demonstrating full responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly stated a 16-minute callback window and confirmed contact number, setting a specific, realistic next step.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After factory reset and failed reconfiguration, the issue persisted — a clear signal for Tier 2 escalation, yet agent only offered a callback without initiating formal escalation.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was executed, so E2 cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly acknowledged frustration: 'I totally understand your frustrations' and apologized sincerely throughout.
X2 Partially Met Tone & rapport conf 90%
Agent remained polite but did not adjust pace or tone to match customer’s distress; interaction stayed procedural despite emotional cues.
X3 Not Met Overall experience conf 90%
Customer had to repeatedly enter passwords, serial numbers, and perform login attempts; agent did not streamline or use remote tools to reduce effort.
Call Transcript100 turns · 103 lines
Speaker 1
Oh hi, Josh. Um, I have the latest app. I've been actually talking to my internet provider community fire, but they couldn't help me. They've asked me to speak to you all of us. So my link is up. Um, my parental control option will not turn off. Um, I set it on last night, um, because I have three boys. I have I have a control for nine devices and this morning I tried to turn it back off. Um, but the parental control keeps saying that, um, my data has not been saved and then asking me to reboot the Wi-Fi, um, the router or log out.
00:00
Speaker 2
Welcome to Alynksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Alenxsys. My name is Josh. How may I assist you today? Mhm. Mhm. Mhm. Mhm. Mhm.
00:00
Speaker 1
Well, again, I've done all that and it still will not turn off. So parental control option is just stock home. Um, so I have just one, well, I have SO I want to say, so I have, um, I have two, I have one community fiber but I have a second one upstairs, like a support, like an extension. So how does that make sense? So I have one, one main router, but have like, like an extension upstairs. Yeah. Uh, serial number is
01:00
Speaker 2
Mm. All right. Got that one, sir. And I do apologize for the inconvenience as well. We're just making sure that I will do everything I can to fix the issue. So, may I know how many Linksys devices do you have? Yes, sir. Got that one. And thank you so much for that information. So, before we proceed, may I have the serial number of the parent node or the main router.
01:00
Speaker 1
Uh, I can see this. Oh, my. Okay. Let's see. Let me see here. Serial number. uh, is it five, nine, and just hold on one second. it's quite in your corner there. One second. I'm gonna try and get a quick view of it on Pokemon. okay. that's how I do it. right, serial number is five nine N for November one zero M for mother two four E for Echo one nine three nine eight. My first name is it's mail, last name is up here. Your first name is I S M A E L. Ishmail the last name is spelled A P P A. Terry is mail.
02:00
Speaker 2
Thank you so much for [silence] in order for me to create a ticket. Can I have your first and last name? How do you spell? Uhhuh. Can you spell out your first and last name, sir? Hmm. Okay. All right, going back to the issue, may I know the operating system of the phone that has the Sync app, like is it an Android or iOS? Got that. And are you currently, uh-huh?
03:00
Speaker 1
And of the printer control? So, I've tried two devices. I'll look you've seen the route to password. Okay, let me, uh, why'd it? okay, login. All right, login. [silence] [silence]
05:00
Speaker 2
I see. This is noted, sir. And how did you log in into the Lincs app? Router password? Have you tried logging in using your email address and password? Yes, sir. Yes, sir. [silence]
05:00
Speaker 1
So I can't, uh, logout, logout, okay. Well, I've logged out now. Should I log back in again? [silence] Oh, actually let me see. Actually, when I went on to my account, it's saying that I'm logging in with my email and password. Oh. Okay, yeah, let me do that then.
06:00
Speaker 2
Yeah, kindly log in using your email address and password and after that one, yeah, try to turn off the parental control feature and let me know if you are ya huh. Uh-huh. I see that means, sir, that that means that you are currently logged in using your Linksys Smart Wi-Fi account. How about this one, like for isolation purposes? Let's log in using the router password instead, okay?
06:00
Speaker 1
[silence] Okay. Try this one. Water post work. [silence] Okay. I'm looking now.
07:00
Speaker 2
Thank you so much. Mm-hmm. Thank you. And just let me [silence]
07:00
Speaker 1
okay, yeah, logged in, fine, okay, let's see, see, for the controls, off, let's see, oh my god, now again, came up, your data has not been saved, please try again, and then below that, I'll have a message saying that an unexpected error has occurred, try these options to
08:00
Speaker 2
Know once you have successfully logged in okay thank you so much, sir. That's great. So yeah, try to turn off the parental control using the when we log do so
08:00
Speaker 1
O.K. is sure? Yep. I'm ready. Yeah. [silence] where is this
09:00
Speaker 2
all right, thank you so much for that one. oh, sorry. I'm working on this. I'm on it. I'm on it. Oh, sorry, I feel you there. okay. which one is that? okay, good, good, good. thank you. All right, so on your uh, let me know once you are ready. thank you. all right, so on your iPad kindly open a browser and like in the in the address bar type in 19216811. we are assuming that you know the default password which you can try to change later on, okay? um, I think so. It is acumbling down now, I think oh, there you go. wonderful. now, now you see, go on the there on the upper section. at the upper part of the you see a button that says something about like PA, PA, there, PA. what is this, PA, that's, it's like the parental control. um, are you seeing it? I don't see that. Uh, no. is it in the internet. section. my security. do you see that? If it's anything that is it. anything that is it. screens? Internet. let's go back to where it is. um. I don't know.
09:00
Speaker 1
H. Yeah. Yeah. Yeah. колонно, пожалуйста // sphinx о да okay // [silence] у да.
10:00
Speaker 2
https, colon, double forward slash, no colon then forward slash, forward slash, myrouter, like M-Y-R-O-U-T-E-R.local, like L-O-C-A-L.
10:00
Speaker 1
Let me see if it's not coming. Come on. Oh, right. What's the wrong? Okay, H T T P M Y R O U T E R. Dot local. . . local. sorry, L. L. O. C. AL, local, yeah. Okay. Okay, enter. So what shall i see? oh, I see now. It . .
11:00
Speaker 2
at http ah Yes That's correct And then That's correct sir Yeah that's right And then press enter What are the options you can see on the screen like Did you redirect
11:00
Speaker 1
Oh, where is it? where is it should I not do I? so you start tapping the address bar not in the search should I address bar? okay. all right. i've got you. okay. so, i was said deleted the this one type in again find okay keep your wi-fi handy um so, i've got i've got um
12:00
Speaker 2
Yes, it should be, yes, sir. It should be in the address bar. Mm-hmm. Like the upper search bar. That's great. So, on that, mhm, yes sir. Rest assured that we are on the right screen. So, on that page, kindly click the phone to, or the two phones.
12:00
Speaker 1
I've got a phone sit, the phone. Oh, oh yeah, okay. I tap on the phone, right? Yeah. Okay, I'm I've got access router. Sure, okay. There you go. Um, okay, sign in. Oh, incorrect password.
13:00
Speaker 2
sure sir carlo balas yeah yes sir kindly login or kindly enter your router password the one that you uh yeah the one that you use to to login into the linksys app earlier thank you sir do you come? Okay Okay, sir. do you see your card? I assume. No worries. Thank you. So on that screen, click the parental control or parental control tab. Uh-huh. And then just toggle it off, like turn it off. Uh-huh. Yes, sir. And then and then press OK. And then press OK.
13:00
Speaker 1
If the issue continues, please visit our Technical Support Site. Oh, what is going on? I spent like three hours on this. So yeah, so code is 2183. The rotor, should I restart it? The one one. Hmm. Okay. Okay, sure. Okay. Hmm, let me.
15:00
Speaker 2
Yeah, yeah, I really do apologize for this one, sir. Can you tell me again the error message or the unexpected, sorry, unexpected error, like is there a code in there? Thank you so much for that one. Uh, can we reboot or restart the parent node for now? Yeah, sure, like the main router and four for restart. That's correct. Yeah, you may simply, yeah, just simply unplug and replug its power cord from the power outlet. Thank you so much.
15:00
Speaker 1
okay um when I plug it it should I put it back knot should I wait a few seconds so what should I do okay right so let's plug it plug it back in now okay okay the light is blue the light is solid blue it didn't even change to red oh oh it's flashing yeah okay it's flashing now it's flashing blue okay okay
16:00
Speaker 2
Ayyay youme now replug the power cord there and then let's wait for the light on the main node to turn to solid blue. Thank you. Ayyay uh it will turn to flashing blue yeah that's fine there yeah yeah no worries there that means that the main node is still booting up so yeah for now let's just wait for its light again to turn back to solid blue.
16:00
Speaker 1
Yes, yes, yes, yes. Right. Okay. All right. Okay. It went to red before and now it's flashing. blu again. Nice. Could this happen often with customers? [silence]
17:00
Speaker 2
Thank you so much. And by the way, sir, both these devices were provided by Community Fiber. Is that correct? Thank you so much for confirming. So, hopefully, sir, the rebooting the main node will do the trick. However, if the however, if the issue persists, I'm afraid we might need to reset and reconfigure the nodes. However, rest assured that I can walk you through on how to do that as well. Mm-hmm. No, sir. Actually, this is the first time that I experience this kind of issue.
17:00
Speaker 1
Wow. うん。 うん。 うん。 うん。 yas Chat active wo. [silence] uh, uh, uh. ok uh. it was blue. it was blue earlier and then went back to red. so yes, so we went to, right now, now the red is gone off. now it's flashing white. ok, it flashed.
18:00
Speaker 2
And it could be, yeah, and it could be possible as well that the system is like currently experiencing a system glitch and that's the reason why we are keep or we are keep getting the same error message and even though we have already tried different devices, we tried using the, or logging in into the Linksys app using the router password and your email, and tried your iPad as well and even when we tried on the web user interface, we're still getting the same error message. Mm. So that's the time and the, sorry, and that's the reason why as well why we reboot the main node and again, hopefully, that this will fix the issue. So Uh-huh. Solid red. That right? All right. Uh-huh. No worries. Uh, res it.
18:00
Speaker 1
Yeah. Okay. [silence] It's flashing blue now. [silence] But red stopped. [silence] It's not blue. Slowly flashing. [silence] Yeah, yeah, solid blue on and off.
19:00
Speaker 2
Yeah, rest assured that after 30 seconds or a minute, the light on that node will turn to solid blue. Hi, sir, is the light on the main node still showing flashing red? flashing blue. Uh hukhm. Solid blue. Ah, solid solid. All right. Got that one. Mm-hmm. Mm-hmm.
19:00
Speaker 1
do I need to check the other device to make sure that it's on or it doesn't make a difference? yeah no I mean the the other router the the extended um the extension upstairs should I should I I okay yeah I I okay I think I think it's solid blue now yeah I
20:00
Speaker 2
like the like the child node? you mean your other devices like other computers? [silence] yes sir oh yeah we will check that one later however [silence] so for now let's just wait again because the main node is the one is the one is the the source of the internet so however the light on that sorry sir what's [silence] solid blue.
20:00
Speaker 1
Thing is now it's blue. [Silence] Okay, so um so it go to monitor the phone. So my phone, Wi-Fi is connected, okay. Um, so I go to the status up, right? Oh, sorry um what's the monitor for? Um [Silence] Oh [Silence] okay. Um, so I go to my, um, okay.
21:00
Speaker 2
All right, how about that's brilliant. So again, sir, like kindly, reconnect your phone to the parents node or to the mesh network and then try to log in again on the Linksys app using the router, password. Yes, sir, kindly log in or kindly open the app and then log. Yeah, login using the router.
21:00
Speaker 1
Do you want me to log out of the Linksys app or are you, uh, loginned in? [silence] Hmm. I'm so lost. Hmm. Oh, do you know how to create the app? Um, log out or um. Oh, oh, yeah, okay, yeah, okay, okay, um, yeah. Slide it, hold on, okay. Go away. Right, okay, so now I turn it back on. Tap on it up again. Let me see. Yeah. Getting router settings. Um, Okay, I'm in here. Okay. Right, so I got this printer controls.
22:00
Speaker 2
uh-huh so that so it working now yes sir yes so that's okay yes sir yes sir yes sir yes sir uh-huh yes sir that's okay uh-huh that's okay yes sir okay [silence] thanks so much sir you're welcome sir have a nice day you too so it will be a replacement sir it will be replacing while you're in the process of making that the payment or after [silence] what i can say regarding that my sir is um i just said im sorry for the inconvenience please provide [REDACTED_PAYMENT_DIGITS] days for that until they give the service for you [silence] they will just change it sir um it's a man that no matters sir all right then sir cool
22:00
Speaker 1
is it is thinking... It's all swiveling around. Oh, God. Same here. Yep. Yeah. Okay. [silence] awww... [silence]
23:00
Speaker 2
Uh-huh. Uh-huh. Same error. Uh-huh. Uh-huh. Let's try again one more time on your computer. Yes sir. So on your computer, uh kindly like make sure, sorry your iPad, sorry. uh-huh. So on your iPad like make sure that it is re-connected to the mesh network and then login again into the myrouter.local. Uh-huh. uh-huh.
23:00
Speaker 1
OK, my router local is on. It's saying, network status connected. OK. It's all green tick. Green tick, green tick. So, writer control. OK. Off. Off again. Oh. OK. I think it worked. It's off now. Here, there's no message. It's gone off. [silence]
24:00
Speaker 2
Mm-hmm. Yes, on that screen, click again, parental control. Mm-hmm. And then, yes, toggle it off. Mm-hmm. Mm-hmm. It worked. That's great to know. So, uh how about this one? want to make sure, sorry, I just want to make sure that the parental control is already turned off. So, like on your phone sir, kindly uninstall and reinstall the
24:00
Speaker 1
Okay. Okay, uninstall, did you want to delete it or to uninstall it? Delete. Delete. Okay, delete, okay. Uh, right. Uh, let's see. Um. Right. Come on, right delete. So I said remove, remove app. Delete app. Delete this app will also delete its data, yes. [silence]
25:00
Speaker 2
app and then login again and again using error yeah for now just uninstall and reinstall the app yeah yes sir delete or uninstall that's correct Yes, . That's correct, yes, . Just press continue
25:00
Speaker 1
[silence] Okay.
26:00
Speaker 2
Please type "yes." Kindly use the router password.
26:00
Speaker 1
Okay. Get some other settings. Okay, let me now. Parental parental control is on. Here, it's on. It's green. It's on. On the app, Parental control is on. Yeah, on the web it's saying off.
27:00
Speaker 2
Yeah, and then finally again tap the menu. Wait, on the app, the parental control is turned on or showing on? I see. However, on the web UI, we were able to turn it off. Is that correct? Yes.
27:00
Speaker 1
let me check again, OK. Oh, it's come back, it's come back on, on again on the, on the looking, it when I refresh it, it came back on again. The parent control is now back on again. Let me turn it off again. Oh my God. Right. OK. So it came back on again. And I've turned it off again. Yeah. Oh, right. I did, I did OK. And now it's saying unexplainable error to one eight three. Yeah, and an error again, doesn't like it. Oh, what's going on?
28:00
Speaker 2
you may also like reload or refresh the web user interfacer and then [silence] open again the per- yeah [silence] Did you press okay when you turn it off? [silence] Thank you so much.
28:00
Speaker 1
Okay. Okay, thank you. Oh, my God. [silence]
29:00
Speaker 2
This is kind of odd, sir. I'm gonna put the call on hold for two to three minutes, okay? I just need to double check my resources regarding the, this one. Thank you so much. [silence]
29:00
Speaker 1
Who loves when you know my I want to see I didn't have to even know what I'm gonna
30:00
Speaker 2
Hello, thank you for patiently waiting.
31:00
Speaker 1
Okay so right so reset the router reset button I can see there so how of three yeah how the reset ones the WPS and then I have the on and off button There's a reset one. Okay.
32:00
Speaker 2
Do not release it until you see the solid blue light.
32:00
Speaker 1
Okay. It's now red. Okay. It's going blue now. Release. Okay. Sorry, to push it. Yeah, okay. Oh, it's now flashing blue.
33:00
Speaker 2
uh huh yeah you may not release the reset button and Thank you
33:00
Speaker 1
Yeah, it's all flashing blue, yeah.
34:00
Speaker 2
Hello, sir. May I know the light now on the main node or main router flashing please so don't uh don't worry sir this since both of your nodes were provided by community fiber uh once
34:00
Speaker 1
Oh, now it's turned to, now it's turned to like purple-y pink. All right. Okay. All right. I've never seen this color before. Yeah, solid, solid pink. Yeah. It's like a purple pink color, not, yeah. Yeah. Kind of really, very bizarre color. I can't, you.
35:00
Speaker 2
we reset the parent node as long as is it was because that is one of your modems the light on that node will automatically change to solid blue for that indicates that yeah don't worry sir and the router has an automatic configuration feature so so resort sure yeah so so just confirm is the light on that node still showing solid pink or it is already flashing solid pink uh let's wait for 30 seconds or a minute for its feature to trigger yeah uh-huh got that one sir. All right. No worries. So for now let's wait for one minute okay. Thank you.
35:00
Speaker 1
yeah, it's so solid pink. Okay, sure. one place and on my phone. yeah. [silence]
36:00
Speaker 2
Hi, sir is the light on the main node still showing solid pink? I see. Uh on your phone, I'd kindly go to its Wi-Fi settings so on
36:00
Speaker 1
Yeah, okay. Community fiber. Yeah, connect. Yeah. Okay. It's connected. Yeah. okay. Links is up again. Open. Yeah. Loading, setup. Terms and conditions. Well, agree. Okay. Allow links to find Bluetooth devices. Allow.
37:00
Speaker 2
Under Wi-Fi settings, check if it can detect the default name of the router, which is Community Fiber. Okay. Kindly connect your phone to that network and And the default password is the one labeled underneath the main node. Oh, it's connected. That's great. So, on your phone, kindly reopen the Linksys app again.
37:00
Speaker 1
connect the router to your modem or source of internet it's childship has connected it's it's connected pressure is connected right plug plug additional notes into port near the route of next. Make sure make sure everything has finished starting up. know it's know that is solid okay connection for internet this could take up to a minute okay
38:00
Speaker 2
Yeah, just press next. Yeah, sorry, yeah, press connected. Yeah, press next. So for now, yeah, just press node light. That, yeah.
38:00
Speaker 1
Oh, this is going on... Oh my God, I'm shutting. This is not gonna... I mean, I spent almost 40 minutes on the phone with the Community Fibre and then they said I should call you and it just... Oh, it's... Oh, this is killing me. Oh, God, what? So now you're saying that in the message came out and it looks like you are not using the internet port. Make sure your router is connected to your modem or source of internet. Use the port labelled internet. What is that? [ silence]
39:00
Speaker 2
Yes, sir. Mm-hmm. Yes. Yes, sir, and again, I really do apologize and I totally understand your frustrations regarding with this devices and and unfortunately this will be our last troubleshooting steps since again we tried everything and since none of the work arounds worked so, we... [silence] I see if [silence]
39:00
Speaker 1
ps now. Okay. Yeah. Oh, you want me to plug it. Hmm? Yeah, it's plugged in. It shows solid pink, yes. Okay, the router, the linksys device.
40:00
Speaker 2
if that's uh since we are getting that error message uh can you check the Ethernet cable coming from your modem if it is plug M into the internet port like the WAN port? All right, thank you, thank you so much for that one. And however, the light on the parent node is still showing solid pink, correct? I see. Um, could you kindly reboot or restart the modem, sir? like the source of the internet? [noise] no sir.
40:00
Speaker 1
Oh, the other one. There are white box on the side. Okay. So it turned on and off. Yeah. Okay. It's off. All right. Make sure it's off now. Should I turn it on? Turn it back on straight away. Okay. Okay. Okay. All right.
41:00
Speaker 2
sir, yeah, that's correct. So let's try to reboot that one. Yeah, you may simply turn it off and on. Uh-huh. You may simply, yes, sir. Then turn it. Uh, yeah, you may now simply turn it on, sir. and let's wait for that device to be fully rebooted and once it has been fully rebooted, let's check if the light on the parent node will flash and? Hopefully it will turn to solid blue. [silence] [silence] [silence] [silence]
41:00
Speaker 1
Okay. What's happening here? And - It is so it so pink. Let me see.
42:00
Speaker 2
Mm-hm. What's now the light on the main node?
42:00
Speaker 1
Yeah, it's showing so I'd think ... Sorry [silence] Yeah, it's like.co.uk... Well, it seems to be working
43:00
Speaker 2
I apologize, sir. Is the parent node still showing solid pink? Uh-huh, and the modem has been fully rebooted. Is that right?
43:00
Speaker 1
Hey, all the. All the green lights are on on the modern, so... So, I can see all the green lights. Um, the light... Okay, 2. 2.5. G. EU light, Hancock, blinkin. Optic a light. All paloon a. Light seems to be fine. I'll just be, uh. C. Yelancy device is so solid pink.
44:00
Speaker 2
I see. On the Internet cable, sir. That is currently plugged in into the Internet port on the Linksys router, can you like unplug and re plug it? [silence]
44:00
Speaker 1
internet cable, I'm plug. Okay, right. So, I'm plugging from the links, device. Yeah, okay. Oh. Oh, what's not coming up? Can't take this, I should do. Come on. Oh. How do I take this? Take it off? Jesus. Um, I'm trying to pull it out. It's so hard, it's not, it's not. How do you? Oh. Oh, yeah, okay. Yeah, I push in and I up and I push it out again, yeah, okay. Yeah, I've take, I've take, I've took it, I've taken it out. Okay, alright.
45:00
Speaker 2
yeah, and just wait for five seconds and then re-plug it into the same port. I'm sorry, sir. What's happening there? uh you might I'm sorry, you might need to push or yeah, you could be possible that the cable is locked. Yeah. we need to push that. Yeah.
45:00
Speaker 1
so that that was connected in the port labeled 2.5. um internet okay yeah, 2.5 gbps internet, okay right, should I do right now, or should I wait for a bit okay, I'm gonna plug in now cable going back in now okay that's in right okay,
46:00
Speaker 2
Yeah. So you may now plug in the cable again into the same port, the one that says . 2.5. Mm-hmm. Mm-hmm. Thank you. Yeah. You may not re-plug again the power, sorry the Ethernet cable, and then let's observe the light on the main node. Thank you.
46:00
Speaker 1
What does glob logo? Oh. it's all solid pink as we speak. No flushing, just solid pink. oh right. Okay. Okay. settings
47:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] Can you observe if the light on the main node, [silence] like if it's starting to flash or it's still [silence] like showing solid pink? [silence] Uh-huh. [silence] I see. [silence] [silence] [silence] So, [silence] on your iPad, sir. [silence] Kindly connect your iPad to the community FiVers network and, [silence]
47:00
Speaker 1
Wi-Fi. So Wi-Fi, community fiber. Yeah, it's connected. Community fiber on the iPad. Okay. Okay. So yeah, okay. Where should I go? H T T P space space space slash slash manorider.local.
48:00
Speaker 2
Thank you. So on your iPad, kindly open a browser again and then kindly reaccess the http colon. Yeah, kindly open the browser and type in http colon double forward slash my router.thatlocal colon my router.thatlocal colon yeah my router.
48:00
Speaker 1
Go local. Okay. Er, come on, What's it doing? Any time now, Okay. Yeah, Okay. I'm on the screen. I can see the phone. Download the links. It's up. Yeah, phone image seemed to be cut off, there. Okay. Internet connection is down. Password.
49:00
Speaker 2
that's correct mm-hmm are you back on the login screen like is it asking for a yeah can you yeah yes sir can you click the phone images yeah uh-huh yes sir so I assume there's an option there to log in so kindly enter the default router password yeah
49:00
Speaker 1
OK, so I just use ultra so the password under the root are hunting, so the passive I died and under the device here. OK, of what part of should I use for this one? I'm sorry, I'm confused.
50:00
Speaker 2
Now, the default password is the one labeled underneath the parent node, okay? [silence] Thank you. [silence] No, sir. [silence] That's the router password. The password can only be used when we log in into the web user interface. However, [silence] No, [silence] currently, you're using the default password, the one labeled underneath the apparent node. So at the same time, that's the Wi-Fi password. However, in the future, if you want to change the router password, password, it should not be the same as the one the Wi-Fi, the password that we use to connect your devices to the network. So for now, since the
50:00
Speaker 1
All right, fine, okay. So, the password I use, do I? Okay. All right, let me take the route. The password then to the password. And then route up. Okay. Um, yeah, okay. Password in working. So, they say, I need to change it? I'm confused. What do I need to do? I was only, yeah. Um, no, hold on. Um, okay. Mm. Uh. Ri.
51:00
Speaker 2
the parent node has been reset, uh, yeah, I only use the default password labeled on the main router. So are you, yeah. Ah, have you successfully logged in into the web user interface or is it asking you to update your router password?
51:00
Speaker 1
There was an option to reset the password. It doesn't like it. And the device is now blinking pink. It's flashing pink. The router password. It didn't work. It didn't log in. Okay. Yeah. It's not flashing pink. So... [silence]
52:00
Speaker 2
uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. uh-huh. So for now, though, let's observe the light on the parent node, okay? Since I assume the parent node now is--Yeah, the parent node is now trying to reconnect to the network. So let's wait for its light. uh-huh. uh-huh. uh-huh. Yeah, so and just to verify, sir, your contact number is +44771511816.
52:00
Speaker 1
That's correct.
53:00
Speaker 2
7-4-3-4, is that correct? thank you so much for confirming. So while observing the light on the main node sir, I'm gonna like uh, I will be providing you a call back for 16 minutes, okay? Because currently there's an ongoing issue with R2. So, I'm going to end the call, however kindly wait for my call back for 16 minutes. Ah, got that. Thank you so much.
53:00