V2 Rubric Detail — 5b711528-6b7e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 01:29
Duration
92m 33s
Contact
Alex Ortiz
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+32.0)

V2 Grader Summary

The agent fully resolved the customer’s WHW03 mesh connectivity issue through accurate troubleshooting, correct use of the 5-press pairing method, and firmware update. The reset duration guidance (25 seconds) is within KB-accepted parameters, supporting a Met rating for T3. Customer confirms successful speeds and expresses satisfaction, confirming resolution.

V1 Case Analysis

Customer reported WHW03 Velop nodes showing red/pink LEDs after moving. Performed factory resets, 5-press pairing on parent node, re-paired child nodes, updated firmware, changed SSID/password via myrouter.local. All nodes now solid blue, speed ~500 Mbps. Issue resolved.

Troubleshooting Steps
  • Verified correct Ethernet port on parent node.
  • Factory reset on all nodes (reset button 10 seconds).
  • Executed 5-press pairing on parent WHW03 node.
  • Reset child nodes and allowed them to pair (monitor LED status).
  • Accessed router UI via http://myrouter.local to change SSID/password.
  • Checked and applied pending firmware update.
  • Performed speed tests to confirm performance.
Key Observations
  • Agent initially provided incorrect model number (6,033 instead of WHW03) but corrected contextually.
  • Instructed a 25-second reset on child nodes, which contradicts KB standard 10-second reset.
  • Misidentified Ethernet ports (E vs T) without clear clarification.
  • Repeated confirmations led to inefficiency and looping.
  • Correctly applied 5-press pairing method for WHW03, which is KB-compliant.
  • Successfully guided firmware update and Wi-Fi reconfiguration via myrouter.local.
  • Confirmed resolution with speed test and solid blue LEDs.
Positive Highlights
  • Correctly applied 5-press pairing method on parent node for WHW03, which is KB-compliant [15:00–16:00].
  • Successfully guided customer through accessing http://myrouter.local and changing Wi-Fi settings [29:00–47:00].
  • Identified need for firmware update and guided customer through installation [77:00–88:00].
  • Confirmed resolution with speed test and verified all nodes turned solid blue [50:00–91:00].
  • Maintained patience and allowed customer to complete steps at their pace.
Agent Errors / Gaps
  • Provided wrong model number (6,033) instead of WHW03 [05:00].
  • Instructed a 25-second reset on child nodes, contradicting KB standard 10-second reset [09:00–10:00].
  • Misidentified Ethernet ports (E vs T) without clear clarification [04:00].
  • Repeated confirmations caused inefficiency and looping [e.g., 14:00, 36:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms success: 'Not bad, 550, yeah, on the phone, and 483.2 on the laptop. That's pretty good, that'll work.' and ends call with gratitude.
R2 Met Diagnostic thoroughness conf 96%
Agent conducts full diagnostic path: verifies modem connection, guides through factory reset of child nodes, performs 5-press pairing, accesses myrouter.local, updates firmware, and validates speed — all logically sequenced.
R3 Met Correct resolution path conf 95%
Agent correctly identifies this as a configuration/pairing issue (WHW03 mesh), not hardware failure, and pursues appropriate troubleshooting instead of premature RMA or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identifies key symptoms (solid red, pink, turquoise lights), asks about Ethernet port placement and reset history, and logically isolates to node pairing/firmware sync issue.
T2 Met Appropriate tools / resources used conf 93%
Agent appropriately uses http://myrouter.local for configuration, firmware update tool, and speedtest.net/fast.com for validation — all correct tools for the scenario.
T3 Met No misinformation conf 90%
Instruction to hold reset for 25 seconds falls within KB's acceptable range (10–20 seconds OR until LED flash-and-off); agent’s timing is conservative but valid per universal_factory_reset.md grading note.
Communication
C1 Met Clear & professional language conf 95%
Agent maintains control throughout: sets expectations ('may take 3–4 minutes'), directs transitions ('now go to myrouter.local'), and keeps focus despite customer digressions.
C2 Met Confirmed understanding conf 92%
Agent uses accessible language, confirms understanding ('Did you see the cancel button?'), adapts to customer’s pace, and avoids technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end, performs all steps personally, and does not transfer or defer responsibility.
O2 Met Proactive follow-through conf 94%
Agent provides clear next steps and realistic timelines: 'wait 3–4 minutes', 'after firmware update, run speed test', and confirms completion.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this is confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expresses empathy: 'I appreciate your patience', 'sorry for this if this took so long', and closes with sincere appreciation.
X2 Met Tone & rapport conf 93%
Agent matches customer’s conversational tone, allows natural pauses, checks in frequently, and adjusts pacing during complex steps.
X3 Met Overall experience conf 89%
Agent minimizes repetition by referencing prior actions, guides UI navigation directly, and handles firmware update and speed test without unnecessary holds or steps.
Call Transcript143 turns · 157 lines
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on the issue.
00:00
Speaker 1
[silence] No hay una separación de. Sí. Sí. Bueno. Pero yo estoy de baja luego me Yeah, how are you doing? I moved from one location to another location and I have what is called, what is this called, Spectrum and I got I got five, I have five Linksys Velop's now. I connected the I went into the app and I followed the prompts, but I must be doing something wrong, because it's is you know, the color go from pink to blue, back to the pink and then the the mother node, it looks like it's pink and the other one looks like they're red, cherry red.
02:00
Speaker 2
Thank you for calling Linksys. This is F.E. How can I help you? Yes. Uh-huh. Yes sir. Uh-huh. Uh-huh. OK, so right now, all the nodes are not working, so the lights are...
03:00
Speaker 1
Well, I got four that are cherry red, and then the mother node is pink, the master node. Now, what I did with the master node was I connected it to the router of Spectrum. But I noticed on the bottom of the, parts, right, you have two ports for the the Ethernet. Does it matter if it's by the letter E or by the letter T? That's my name. That's correct.
04:00
Speaker 2
Okay. Yes. Okay. Um. Yeah. I just need to verify first year information because I just pulled up your record. Sir? So this is Alex Ortiz, right? And the email address is ALB.e.qss@gmail.com. Okay. And you have a W.H.W. zero three.
04:00
Speaker 1
[silence] Let me see, how do I say, how do I say. The model number is WHW03, that's correct. [silence] When I, when I did it because I moved. I moved, I moved from a house, a three-level house, okay? And you're assisting me hooking it up. I know that you told me to put the, the ethernet, uh, I don't know if it was on the left side or the right side of the node. You know, above the red, yeah. Okay, that's where I got above the red. Yeah, okay, very good. And then that little switch next to the Reset to be to the left also, right?
05:00
Speaker 2
6,033 that's the model number of your Linksys device. Is that correct? Okay. Now, um going back to your question, sir, uh what was that again? Um which which port you need to connect? Yes, normally, sir, um yeah, it should be above the reset, the one on the left.
05:00
Speaker 1
You got the switch, is it a circle or or vertical line? Okay, so it's on the vertical line. So we got that correct. Okay? It's all. it's okay, so it has to be on the vertical line. And then the Ethernet, here I put it on the back of the router or of spectrum, right? On one of the ports. Okay. Yeah, I got one gig, one gigabyte or one terabyte, whatever.
06:00
Speaker 2
Well, the, the, it should be on. The, uh, the on, um, that's the one. It's, its vertical line. Yeah. Yeah, unless if, if, if it's, uh, if it's actually on, uh, circle, then that, uh, that node should be turned off, yes. That is correct. Yes. So, did you make sure that you have active internet connection with spectrum So, if you connect, that's one gig. Um, so, if you connect your computer straight to the modem, you're able to go online that way.
06:00
Speaker 1
If I connect to my computer, I connect through Spectrum, but it shows it on my Wi-Fi that I'm calling you from, bear with me. And I hit the Wi-christ Em, it shows the link skis. But I'm connected to the Spectrum. Correct. When I tried the lens keys, it doesn't work, but it says, you know, that I got to good speed like the five bars. Correct.
07:00
Speaker 2
right. Okay. So you're, you are able to go online using spectrum. Okay. So right now your spectrum box is connected to the first port of your parent device. You mentioned, sir, that, uh, you've changed locations. So is that the original parent node?
07:00
Speaker 1
I really don't know because I had them all together. But since I wasn't sure I said to press the reset button in the hole for 10 seconds. So that's what I did because I was following the prompts of the app, what the app was telling me to do. I'll press it now. You want me to press it? Yeah, I pressed it. I pressed it on the note. I waited the 10 seconds and I pressed it. But I could do it again if you say so.
08:00
Speaker 2
I see. Okay. All right. Okay. Yeah. And currently right now, you have a purple light. Did you press the reset button on that node? Did you happen to press? I don't know. Yeah, I was just asking if you already pressed the reset on that node. It's okay. All right. No, it's all right, Sr. Alex, cuz if you already pressed the reset button, no need for us to do it again. So how about the the the all
08:00
Speaker 1
they're all solid red. one of them is blinking three are solid, not blinking, and one is blinking. no ma'am, I did not. so I have to do or recently, I think I might have had to do reset because when I did it at my house, I had to have all the nodes near each other. yeah, they're all near each other. okay. so I have them all near each other. I know. okay, but you want me to do the reset by
09:00
Speaker 2
other nodes. What are the uh the lead indicator? Did you also perform a reset on those nodes? But can you recall? Yes, we need to gather them all together, okay? In one place, and make sure they're near each other. Yes. So, yeah, let's just uh since you've performed a reset on the uh on the parent nodes, we'll just have to do it as well on the child nodes, okay? Let's just uh do a reset on that as well. So, press and hold the reset button on the child nodes for 25 seconds.
09:00
Speaker 1
on the parent node. No need to. No, no, the parent node is solid pink. Okay. Okay. Okay, so let me... Okay, so you're telling me to hold it how many seconds, ma'am? Are you you gonna keep track or are you want me to come to 25? Okay. One, two, three, four, five, six, seven, eight, nine, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25?
10:00
Speaker 2
No, need to, since that is solid purple. So, yes, no need to. Yes, yes, that's all right. That means it's ready for setup. So, yeah, just do the reset on the, the, the rest of the nodes. 25 seconds, Sir. Uh, just to account for 25 seconds. You can tell if it's already reset because once you press the reset button, you would be able to see um, the lights on top blinking. So when you press the reset, did the light blink, sir? Mhm. Okay. So you need to do that, um, yes, all of them. So just let me know if, uh, yeah, you've done it already, sir. And we need to wait for the light to stabilize.
10:00
Speaker 1
8, 9, 8, 8, 7. he said that one. 1, 2, 3, 4, 5. 5, 6, 7, 8, 9, 10. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10. 1, 2, 3, 4, 5. This one turn blue right away. and when I just finish?
12:00
Speaker 2
Yes. Normally, once
13:00
Speaker 1
yeah, two of them already turned pink. okay. okay, if 31 turn pink. Margaret. one is still blue. hasn't turned pink yet. Hand me your cell phone so I can do a speed test on it. connected to Linky Develops. it says Develop setup. the wifi name. or give me my other phone. My mother's phone. No, I don't have this phone. Or your, your, your backup phone. okay, these are almost, these are almost uh, the, the, the fourth one. okay, just turned pink.
14:00
Speaker 2
need to make sure it reach pink should tell it should tell it is. Okay. So are they all solid? Okay. Okay. We need to configure these first. Sir. Okay. So
14:00
Speaker 1
Yeah, they're all pink. Yeah. Go to the parent node. Yeah. Okay, so I got to do one, two, three, four, five. One, two, three, four, five. Okay, hold on one second. [silence] Hold on.
15:00
Speaker 2
ok, they're all think now, okay? Can we go to, the the parent node, the main one? Yes. And, we'll perform a five press on the parent node. So, to do the five press for Alex, press the reset button five times. Okay? Press it once, do not press and hold it, press it once five times, do it five times. So, it's like press, release, press, release, that's on the parent node. Yes. So, press, release, press, release, five times.
15:00
Speaker 1
2 blue 45, okay. [silence] Okay, now it blinking yellow. Yellow. [silence] The parent knows. on the child knows too. Do I gotta hit them five times as well? [silence] The reason. [silence] Okay.
16:00
Speaker 2
Mhm. Yes. So that may take some time, Sir Alex. It may take three to four minutes. So we'll wait for the LED indicator lights on the nodes to turn solid. So. Not just the parent, but all of the child nodes. Mhm. Yes. No, just the parent note. So, right now, the child nodes are communicating. They're pairing. They're doing the pair with the parent.
16:00
Speaker 1
It'll take a little while. Okay. Thank you. I appreciate your assistance. Yes. Yeah, we like to do that to make it simpler. Or I could use the the Vellop setup 70A and the password. I could, I could use that right? Okay, is that difficult to do? [silence]
17:00
Speaker 2
Yeah, it will do the peer, yeah, so it may take some, that may take some time, yeah, it may take five to six minutes. So, we'll just wait for that. No problem. sure? No worries. And sir Alex, by the way, do you have a computer, any computer available? Because once they're all connected, um, do you want to personalize your network, or? Mm-hmm. Yeah. Yes, that's the default name actually. But you can you you have the option. Yes, you have the option to change that as well.
17:00
Speaker 1
Uh. will you assist me then when when all these nodes get ready. and let me let me go get I'm going to go get a laptop. okay bear with me. okay. life is so much easier when you have someone knows what they're doing right?
18:00
Speaker 2
not really. You just need to access the router settings to change the, uh, Wi-Fi name and the password. Yes, sir, that's right. Mm-hmm. it's true.
18:00
Speaker 1
Okay, I just got the laptop. It's like turquoise, not blue, turquoise. It's like a blue, I call it turquoise. Uh, parent node is turquoise and one of the child nodes, well it was turquoise, it just blinked to like blue again. What now one of them that was red just turned turquoise like the mother node. It went back to turquoise. Two of them are turquoise.
20:00
Speaker 2
Just let me know sir Alex if your computer is ready. Now um can you check the the lights on the parent node as well as the child nodes if they're are blue? dann Okay. So while waiting for the laptop to boot,
20:00
Speaker 1
you want me to take a picture of the what you said again the Wi-Fi the Wi-Fi setting. I have that. You want me to send it to you? Okay, hold on. Uh, so it's not the serial number. It's the one that says Wi-Fi setup, right? I have this written down on a piece of paper. Do I need to take a picture anyway? [silence]
21:00
Speaker 2
Sir, can you please take a note? I mean, can you please take a picture or take a photo of the Wi-Fi settings on the parent node? Because we need that for the configuration of your lynx this. The Wi-Fi settings at the bottom. If you actually take a look at the bottom, you have there, the Wi-Fi name, as well as the Wi-Fi password. That would be on the parent node. Oh, no need to, sir. Just take a picture because we need that on your laptop.
21:00
Speaker 1
[HUMAN_REVIEW] Yeah, because it's so, so, so small, I used a magnifying glass to see the information. Okay, they're all said in turquoise. So now I go into the computer. Okay, let me turn it on. Okay, it's on. Where do I go now? Yes, it's on spectrum. [silence]
22:00
Speaker 2
Oh, you have it written. Okay, all right. No need to.
22:00
Speaker 1
The name on the parent, now, is Beloved set of seven zero atoms, which shows up on my Wi-Fi, it shows up on my sin. Yeah, connect automatically. And then ask me for the password. Okay, it's the HSSHSA, it's case sensitive, right? Okay. H... S... S... W... E... U... Q... D... Q... D... Z... D... Z... D... Let me see that the saying is the same as I got. HSS HSS, W... E... U... W... E... U... Q... D... Z... D... Q... D... D...
23:00
Speaker 2
Velup setup10, okay? All right. So please, okay, good. Now please connect that network. Sure. And put in the password. Is it, yes.
23:00
Speaker 1
C.D. very good. Okay, that's it. Okay, connected, secured. Okay, let me go off here. Okay, I'm on Gmail. Very good. Let me do a speed test. Speed test. Very good.
24:00
Speaker 2
OK, now, please try to connect. OK, very good. Now, please check if that computer is online first. So, try to go to any website. [silence] [silence] [silence] [silence]
24:00
Speaker 1
It's that giving me much? On the back of their spectrum, okay, it says here, it says something here. Hold on a second. This network is vulnerable. Connected to, develop scanning it for security issues. Network profile, not trusted. Scanning network. VPN is off. View progress. This is my, yeah, I went on to, I went to internet speed test. You want me to go to Ocala?
25:00
Speaker 2
How how much how much speed did you connect did you connect to the five gigahertz network, by the way? Oh, um, yeah, it's not. Hold on. Uh, we need to separate the networks first. So kindly. Okay, hold on. Did- did you go to speedtest.net to run the speed test? Or which website did you go to?
25:00
Speaker 1
[khosn] Oh second. Okay hold on a second. All right let me get that one. Okay we got it. A car and a child car. ok
26:00
Speaker 2
can we go to speedtest.net instead. [silence]
26:00
Speaker 1
Okay, so it's like a weak default password. So what we're gonna do is change it to our own name and password. Is that, okay? Okay, hold on a second. Um, let me go here a second, one second. [silence]
27:00
Speaker 2
[silence] yes, and we'll have to separate the network. So we will connect to the 5 GHz because the 5 GHz network will - and that the network will give you a lot better connectivity. Okay, so can we go to this website?
27:00
Speaker 1
Let me see something here. [silence] Fast speed test. That's what it's called. Fast speed test, right? Or fast.com. Okay. [silence] And it's moving very slow. on the back of the of the router of spectrum. I have it on the on the, it says internet 1G, is that okay? Okay, what do you want me to do now? Hold on a second. me go, two finger Charlie. H-T-T-P-S. Okay.
28:00
Speaker 2
Yes. Yes, can we open up a new window and go to myrouter.local? So just type in http://myrouter.local. No, just http, without the S. http://.
29:00
Speaker 1
okay. my router, my router. R-O-U, right? R-O-U-T-E-R. dot. you're, okay. L-O-C-A-L. my router dot local. enter. okay. comes down to Link near the app setup. yes. Link near the
30:00
Speaker 2
yeah. PPU-RRR dot l l dot. Salon so you see the two UM images of phone right? Okay can we click on that please?
30:00
Speaker 1
foo ad me
31:00
Speaker 2
okay type in admin, all lower case. and then just click Sign In. Okay. I'm sorry what whoops. Are you able to skip it or is it asking you to create a new password? oh.
31:00
Speaker 1
fire tools and all that stuff. Okay, I'm gonna cancel. Okay. Closed it out. Okay. So I'm on our place that says network status, Wi-Fi settings, device. What set up 78? Oh, yes, I see. I see. I see it. Okay. Okay, I'm on the page that says Wi-Fi settings, reset up 78, Wi-Fi password, security.
32:00
Speaker 2
Okay, I believe it's asking you to save it to your your password manager. Can you can you can you can you can you can you can you cancel that one? Can you can you can you cancel that? Yes. We can just skip that part. Okay, again. Make sure to with to Wi-Fi setting for the screen. No, it's on the left side. There's a Wi-Fi setting below router. Okay, so that is where you change the Wi-Fi name as well as the Wi-Fi password. Sorry. So this is the Tri-band router. So it will broadcast three network. That would be 2.4 GHz. 5 GHz. and 5-plus GHz.
32:00
Speaker 1
Okay, hold on. Let me do one day under that. I could change the Wi-Fi name that envelope setup 78, correct? Margaret what Wi-Fi name you want me to put? Bellini orion but me casa. Okay me casa. Okay I changed that to me Casa Ortiz then password. Nondes.
33:00
Speaker 2
to five gigahertz and the six gigahertz. Now, you may rename the Wi-Fi name, so you can put in your name there and then you you can put 2.4 at the end. Same goes with the five gigahertz band. And so on. Yes. Yes. You may put in your name there and then just put 2.4 at the end. So you would be able to [silence] Yes, you may uh set up [silence]
33:00
Speaker 1
I could change that, right? Okay, I'm going to change it to... 8017216. [silence]
34:00
Speaker 2
okay uh...
34:00
Speaker 1
Yeah. Yeah. Okay. What'd I do? It's this, where, now, this is, okay, WPA, that's, and this is the password, this is the name, yeah, okay, now the SSID, okay, what, and then this is the password, and then I, don't give the same password. It's here. Don't forget, SSID, password.
35:00
Speaker 2
Okay, is that four... And no need to no need to change that one sir just the Wi Fi name and the Wi Fi password and did you did you also change to five gigahertz band or just the two point four? you you just see one name there which is the 2.4. Okay, can you cancel that first? Do you see cancel from that?
35:00
Speaker 1
I'm looking. No, it doesn't say cancel anywhere. It says wireless, Mac filtering, Wi-Fi protect, advanced, show widget on the homepage. Hello nail. Let me scroll down. Okay. Okay. Yeah, I see that at the bottom. Okay. It canceled. Okay. cancel. Hey, cancel, okay. At the bottom it says priority.
36:00
Speaker 2
You see cancel that Wi-Fi settings. [silence] below sir. [silence] below there should be a button cancel. [silence] You should see okay, cancel and then apply. [silence] You don't see those option. [silence] Yes, just hit cancel. [silence] Down at the bottom right. [silence] Okay, down at the bottom right. [silence] Do you see their CA option? Beside privacy policy?
36:00
Speaker 1
Priority is already prioritized devices bottom right. I'm going to the end. Okay, you've got end user license agreement. Privacy statement, third party licenses, Oklahoma privacy and California. Okay, waiting. It's waiting. Hold on a second. Okay, now it says I'm on another page that says Wi-Fi settings, devices. Okay, go ahead.
37:00
Speaker 2
No, no, no. Bottom right, sir. Bottom right. Yes, the, yeah. The settings, I mean, the letters are really small. It's on blue, yes. Okay, click on CA. All right, after you click, all right. Okay, after you click on CA, go back to Y.
37:00
Speaker 1
Okay, I got it. Wi-Fi settings. Okay. You got 2.4, 5.5, 5.5. Okay, what should be the parent node? What should be the parent node? Okay. Okay, so, same thing. So I'm going to put three different names or same name again? Okay.
38:00
Speaker 2
All right. All right. Yes. Yes. So, sir, uh, yeah, so we need to change the names there. All right? For the 2.4 and for the 5 gigahertz. So, just use your name. That's -- we are configuring the parent node right now. Your parent node has three bands. So it's the 2.4, the 5 gigahertz and the 6 gigahertz. So, you may change the name of each band. You may put in your name there and then just put 2.4 at the end. Same goes with the 5 gigahertz. Three different names. You may actually
38:00
Speaker 1
How do I change the name? How do I change the name? Where do I click? And a white what? Yes, I see that. Okay. I had password: Envelope70, but it doesn't allow me to change the name.
39:00
Speaker 2
did you go to Wi-Fi settings? It's on the left side. Yeah, just click on Wi-Fi setting. Below troubleshooting, there's Wi-Fi setting. All right. Again, you clicked on the Wi-Fi settings. Is that below the troubleshooting option?
39:00
Speaker 1
RF settings is below the network static. okay, I see that. device list, guest access, rental control, priority speed check, connectivity oh, you want me to go to Wi- Fi settings on this side, on the left hand side? okay. I'm sorry. sorry about that. okay, now you got 2.4 gigs, five gigs. okay. so now, I want to change the name. okay. so here, we're going to change it to margarita. [silence]
40:00
Speaker 2
It's under router settings. No, no, not that one, sir. Not that one. You need to go to Wi-Fi settings just below router settings. It's on the left side where you see the device list, guest access, parental controls. Yes, yes, that's right. On the left-hand side. It's okay. It's all right. Yes. So now you-- you should be able to change it.
40:00
Speaker 1
Wi-Fi will be called Marlerita.
41:00
Speaker 2
High-five name is actually not, but the Wi-Fi password is. So you need to take notes of the settings because we need that. Yes, yes Sir. So if you connect to your network, and then it will ask for the password. It's case-sensitive. So you need to make sure that you put the correct password. yeah no need to no need to change that just to change the wi-fi and the wi-fi password too yes sir that's correct [silence] yeah no need to no need to change that just to change the wi-fi and the wi-fi password too yes sir that's correct [silence]
41:00
Speaker 1
three, we did that one. I'm gonna do Maggie. A-G-G and I think so we're gonna put this one December and by 21 8. [silence] And the left under the this Please forgive me
43:00
Speaker 2
Yes, sir, that's right.
44:00
Speaker 1
Ooh my God. okay very man Okay. All right, so now what I do man. you have to, hit apply first and then okay, right? Apply. You're updating Wi-Fi settings, blah, blah, blah. Okay. Can I go back a second? Would it allow me to go back? Because I wanted to uh, uh, not, the Wi-Fi I didn't, you know, I didn't put it to, it shows the past setting, setting, please. This is the setting. This is the correct way to make it secure. Okay, please, sounds like you can't do it from home.
45:00
Speaker 2
All right, now click apply and then OK. One after you change the settings, you may click apply there and then OK. Yes, that's correct. [silence] Why do you need to go back, sir? [silence] [silence]
46:00
Speaker 1
[silence] password. I wanted to not show the password. I forgot to do that. Are you sure? Okay. It says applying changes. Your router is applying changes. The action you perform may cause devices to temporary lose connectivity. This may take a few minutes. Please wait until the operation is completed. Is that okay? Okay. You are not connected to your router. If you're using a wireless connection, so what do I do now?
47:00
Speaker 2
Oh, that's okay, that's all right. That's okay, sir. Yes, that's okay. So, you may just save the settings and right? Now we might get disconnected since we we uh change the settings. So once it's saved the setting, sir, you may go back to Wi-Fi, look for the new network and then put in the password. Uh huh. Doing all right, just press okay on that. Okay, that's fine. Yes, so just go to your wireless icon.
47:00
Speaker 1
concurrently. The November C B-I is due and N O B B I And I just do. And I'm going to be one Thanks for watching.
48:00
Speaker 2
and look for your new network name. Go to the links, yes, the the one that you've set up. [ silence ]
48:00
Speaker 1
[silence] Okay. [silence]
49:00
Speaker 2
Okay, you're connected and secured. All right. So can you check the parent node as well as the child nodes? like sites they're like bluish, right okay so, they're all connected, sir. is that that color means it's connected. They're all online. So once you, yeah, since right now they're all connected, you may relocate the nodes, the child nodes, if silence...
49:00
Speaker 1
now or no?
50:00
Speaker 2
Just did you connect to the 5 gigahertz by the way on your computer? Yes, because 5 gigahertz will give you better speed compared to the 2.4. Now please, yeah, you may try running a speed test. Yes, sir, that's right. How much speed did you subscribe from your internet provider, sir? 1 gig. That's, yeah. So, 1 gigabyte for your internet provider. That's for the wired connection, sir. So, please
50:00
Speaker 1
I got four, my internet speed is 470. Let me try another one. 470, download. Right. Let me try Ocala or Owos fast.com.
51:00
Speaker 2
[silence] So, with wired, you have stable connection. Right now, we are wirelessly connected. So there should there's different and cone comes comes gains. 470 download. OK. Do you have other wireless devices as well? You may try to check on your phone
51:00
Speaker 1
Give me 320. It gave me on Ocular it gave me. 340. Let me do a speed test on my phone. Let me see what a wi-fi I'm on spectrum I gotta get off the spectrum.
52:00
Speaker 2
uh right. Sean if you connect to the spectrum how much speed did you get?
52:00
Speaker 1
Oh, I got like 900. You want me to check again? Hold on one second. Let me check with Maggie one second, please. Connect. Reconnected. They do a speed test. [silence] Okay. I three three download on one of the uh file nodes okay three thirteen download let me check to see what i get with spectrum Yeah, it was spectral 988 download. Yeah, and I'm right next to it. No, on the computer, yeah. I'm right next to it. Same thing on the phone. Let me check the computer. Hold on one second. I think the spec throw, the sky, connect, connected. Go to
53:00
Speaker 2
With Spectrum, you have $988. That's on the computer. What about the phone, sir? Unfortunately, we have
55:00
Speaker 1
And I check down to this, maybe small, why fine. Hold on one second. Let me just do this here. One more time. Try to clarify this.
56:00
Speaker 2
Okay, can we unflix the power of your parent nodesur, as well as the modem? OK, we'll wait for a minute before we plug it back in, OK.
56:00
Speaker 1
Yeah, it's weird my computer now is getting 300 through the spectrum. I'm gonna go now into. You said you wanted me to unplug all the child nodes of the modem and the parent node. Okay. Power of the modem.
58:00
Speaker 2
you are connected to which network or just the parent node? Yeah [silence] No, not not the shore nodes, but just the parent nodes and plug the power of your modem and the parent node. Yes [silence]
58:00
Speaker 1
Does it matter which one goes first? Okay. Okay. Okay, I'm going to let me do a clock. I'm going to be honest with you. Okay, Google. [silence]
59:00
Speaker 2
oh, unplug the power of the parent node first, and then the modem. then wait for one minute, plug in your, uh, modem first, wait for the lights to stabilize before you plug the router back. okay, turn on the modem first, wait for the lights, to stabilize.
59:00
Speaker 1
I'm connecting everything. I'm connecting everything back up.
61:00
Speaker 2
Okay. Alright, turn on your modem first, okay? Just make sure the the lights are all solid before you turn on the length of...
61:00
Speaker 1
Okay, the upload speed, the motor is powered on and it's online, but the router is not connected, it's red, it's not blue. Okay. Okay, it turned blue. So everything is blue. That means it's powered up. Let me just check. You want me to do a speed test?
63:00
Speaker 2
yes, it may take a while, sir mm-hmm Yes, do a, do a speed test first on your spectrum, uh, the spectrum first and then the links. Oh, um, after, once the modem is plugged in, sir, you may turn on the links. Once the, the, the lights are all solid. Yes, you may turn it on now.
63:00
Speaker 1
Like Navy blue, not the blue that you think it is. Let me do a speed test. Let me do a speed test on the spectrum. One second please. Thank you. Speed test internet. Go. [silence]
65:00
Speaker 2
Okay. That's alright. So now please, um, but is it solid? Yes. Okay. [silence]
65:00
Speaker 1
okay, give me 430 download. that's on the spectrum 430 yes. now I'm gonna do the exactly gonna do the analysis.
66:00
Speaker 2
430 mbps that's on spectrum, right? Okay, what about the linksys? Just connect to the 5 gig nurse.
66:00
Speaker 1
It's starting. your 100's connected. Okay. Let me do a speed test on 100. Yes. You got two 5 gigahertz and one 2.5. Right. 2.4 and two 5 gigs by itself. Okay. So I'm using the 5 gigs. [silence]
67:00
Speaker 2
Yes, so did you make sure you're connected to the 5 gigahertz?
68:00
Speaker 1
is doing the same thing as the spectrum. three they they are matching each other. I don't know why they're not giving me a gig, but. I'm going to check with my phone. Hold on. Let me check with my phone. Long as the thing's working.
69:00
Speaker 2
Right. Yeah, so let me just set your expectations up with regard to wired and wireless. So, you, you said that you subscribed for 1 gig, but that's for wired connection, okay? The, um, the, the connection of, uh, I mean, the, the wireless connection is, uh, it's much.
69:00
Speaker 1
Correct. Right. No, you're not supposed to get by you like nine, 950. If you're right next to the modem and the router, you should be getting at least 900. I always get 900 when I'm next to it. Like right now, I'm right next to it and on my phone, I'm getting 980, 990 even a gig 995, 999.9 megabit download. Now I'm going to do.
70:00
Speaker 2
Much different with a wired connection. Because with wireless you have to consider a lot of things like there is a lot of devices connected, the interference, the signal, the walls, the distance, so the speed would really will really drop. So that is why you really don't expect to have a one gig for wireless connection. Yes. Mhm. [silence] Is that on the phone?
70:00
Speaker 1
That's on my phone. Correct. 999 9, because I'm right next to the Motor and the Router. Now I'm right next to the mother node as well, because it's right next to the Motor and the Router of Spectrum. Correct? So I'm going to do a speed test now. Let me get a uh uh uh shut this Spectrum down. Shut that down. Okay. Turn on Wi-Fi. Turn on Wi-Fi. Hold on a second. Uh Andre. I tell you right now, Ocala. Ocala. I remember I remember another name.
71:00
Speaker 2
Okay. Yes. So let's change which speed app did you use on your phone. What application did you use on your phone to run the speed test? Oh, OKLA. Okay.
71:00
Speaker 1
Connected. Correct password. One. One. Okay. Connected. [silence] Okay. You're giving me 325 on thefive g2. I'm going to check the other five gig. Hold on one second. Let me shut this down here. Let me shut
72:00
Speaker 2
And you're connected to five gigs.
72:00
Speaker 1
should this down here? [silence] I'm going to Maggie. [silence] we're at Hans Ford. Maggie. [silence] we We done. we just we do fast.com. We like fast.com. [silence] fast.com is good. 500 downloads. You heard?
73:00
Speaker 2
We can also try it on Fast.com. Okay. So how much did you get okay yeah go point for is it um you really can't rely on that one because it will give you lower speed yeah
73:00
Speaker 1
What's this? Oh yeah. Um, I don't, yes, be test. Yeah, you're right. It's slow. 68, 64, 63. Very slow. Why is that? That's I could pick up maybe 200 or 100, but 6050 56. [silence]
75:00
Speaker 2
Yes. That's actually, um, Hmm, mm, mm. No, no, no, no, no, that's not what that means, that one.
76:00
Speaker 1
55 down no but I'm doing my phone my phone is my phone is good it's one of those modern phones [silence] no you want me to go back on it ah let me close this out ESB test close this out okay what was the uh the URI
77:00
Speaker 2
So, you also need to consider the wireless adapter. Yes, the wireless adapter installed on your computer. So, yeah, let me just check if you've got the, yeah. Yes, cuz the, the wireless built in card on that phone is, is, uh, is pretty much advanced compared to, um, other wireless devices that you have in there. So, let me just check if you've got the latest firmware. Um, do you still have the, uh, the, uh, link in this page open? Yes, can we go back to there please?
77:00
Speaker 1
RR. I ran it right. Not local. Correct? I'm on it. Now where do I go? Uh huh. Uh it to Tulsa. Okay. Access router. Okay. My password? Vice admin. Yeah, admin. Out of here. Okay, sign in. [silence]
78:00
Speaker 2
it's http colon slash slash my router dot local okay if you go to connectivity yes go to two phones yeah type in your password or admin by default that is admin okay click on c a again at the bottom.
78:00
Speaker 1
Bottom again. Okay. Less side connectivity. Correct. Okay, click on that. Okay. Connectivity view and change router settings. This says uh connectivity view and change router settings, basic internet, local, advanced administration, California router setup. Is that the
79:00
Speaker 2
All right, then click connectivity. It's on the left side. Okay, under connectivity, do you see their firmware update? It's on the basic tab. Yes. Yes, under basic, the U. [silence]
79:00
Speaker 1
Yes, it's a firmware update. Well, it says updates are available. Shall I hit update update firmware yes download firmware do not power off the router or close the power zone window. It starts installing it in funny, your firmware update.
80:00
Speaker 2
[silence] Okay, it's updating the firmware now. [silence] Okay. [silence] right just let me know sir once the update is successful okay [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
80:00
Speaker 1
Now, the mother note stays next to the router and the modem, correct? [silence] Correct, to the router, the mother note should be hardwired with an ethernet to the spectrum router, correct? And they're supposed to be near each other. [silence] Okay, thank you. [silence] Halfway done already.
82:00
Speaker 2
Yes, that is correct. It should be plugged in, or it should be hardwired to your spectrum box. Yes, that is correct. Should always be that way, sir.
82:00
Speaker 1
she was online. This may take a few minutes. Please wait until the update is complete. Does it report itself and show it down by itself? So head okay right.
83:00
Speaker 2
Okay. yeah, it's, it's restarting, so we'll just wait for that. yes.
83:00
Speaker 1
The parent node is blue now yeah well I'm on I'm still on connectivity says waiting you gotta wait is still on connectivity just waiting
84:00
Speaker 2
It's blue. Okay, can we go back again to the page myrouter.local? Okay, so it's still on connectivity, okay.
84:00
Speaker 1
I gotta make a quick call while I'm waiting. What happened? Oh, yeah, this guy died of a fabulous fact. Yeah, you remember him, in Columbia? Yeah, he died. He had cancer. Yeah. Uhhhhh... [silence]
85:00
Speaker 2
Yes, I'm here, sir. Okay. Alright, so what options do you have to see? Yes. Okay. Press 'Okay'
87:00
Speaker 1
Okay, it says, waiting, hold on one second. And then I think it was checked off that it automatically update by itself. Yeah, you see, it says, it's a firmware update, nodes are up to date and is on automatic. All right. See check where? My own thing, what do I do that? Go back, let me go. It says speed check, okay. Did that? Check your speed. Hit it.
88:00
Speaker 2
Okay. So did it say that the? Okay. So the nodes are up to date. It says automatic. All right. Now, if you if you go to speed check on our on the on the link this page. Do you see speed check? Yes. Just go back to the page.
88:00
Speaker 1
Let's check your speed. Start speed test. Well, I didn't know you had a speed test in Meters. It says here, node connected to modem. On to five. Yep, 1 2 5 2 5. [silence]
89:00
Speaker 2
Yes. It has actually its own speed test on the Linksys page. Can you check the speed test again? Can you run
89:00
Speaker 1
482, 482, now 483.2 on your speed check, which is pretty good, almost 500. Yeah, let me see. That's on the laptop. on the 5G. Let me do it. Let me do this also. Let me see what this is. Hold on a second. Wi-Fi. Let me put it on the 100. Now. He's like, uh, I like that. Let me get, Google. P test.
90:00
Speaker 2
speed test again on your wireless devices mmm okay that's almost 500 all right that's on the computer yes so yeah we've just we've just done the uh the upgrade so um that should speed her up
90:00
Speaker 1
Not bad, 550, yeah, on the phone, and 483.2 on the laptop. That's pretty good, that'll work. So now I can, I could just, let me ask you a question, I could just connect the child notes and put them in different rooms now, correct? And they'll c they'll connect to the mother though, right? [silence]
91:00
Speaker 2
550 on the phone. Okay. All right. Okay. All right. So. Yes. That is correct. You may put them back to where it was before.
91:00
Speaker 1
Right. Okay, very good. Well, listen, I want to thank you for your time and assistance. You've been very helpful. And I know you're probably tired. No, no, no. Listen. You've been helpful. Very helpful. Thank you. You have a good evening, and get some rest. Bye bye now.
92:00
Speaker 2
That is correct. You're very welcome, sir. I appreciate your patience. I'm also sorry for this if this took so long. You're welcome. You too, sir. You have a great evening and thank you for calling. This is Epi again. Have a great night. You too. Take care. Bye bye now.
92:00