V2 Rubric Detail — 5cd33caa-7eb8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 12:42
Duration
87m 17s
Contact
309-737-8379
Issue Type
Speed/Performance
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136834
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication0.00/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall34.2% (-21.8)

V2 Grader Summary

The agent eventually achieved a high speed (≈810 Mbps) after resetting and re‑configuring the MX4200 mesh, which satisfies resolution. However, the troubleshooting was disorganized, omitted key isolation steps, and communication was poor, leading to low empathy, unclear guidance, and high customer effort.

V1 Case Analysis

Customer with MX4200 mesh experiencing fluctuating speeds. Performed speed test, reset nodes using 5‑press method, re‑configured Wi‑Fi SSID/password, verified firmware, and after re‑setup observed ~810 Mbps download, indicating performance restored.

Troubleshooting Steps
  • Ran multiple speed tests on client device.
  • Attempted to access router web UI (192.168.1.1) and navigated SSL warning.
  • Guided customer to locate and use the recovery key.
  • Performed node resets using the 5‑press method.
  • Re‑configured Wi‑Fi SSID and passwords for 2.4 GHz and 5 GHz bands.
  • Checked firmware version and confirmed it was up‑to‑date.
  • Ran final speed test to verify performance.
Key Observations
  • Agent incorrectly described the 5-press method as a reset procedure that erases settings, when it is actually a diagnostic escalation tool that does not erase settings.
  • Agent provided false requirements for admin password (10–12 characters with mixed case), which is not enforced by Linksys.
  • Agent failed to verify ISP/modem speed directly before troubleshooting the mesh, violating standard diagnostic protocol.
  • Call flow was inefficient with repeated resets and contradictory instructions, causing customer confusion.
  • Despite technical inaccuracies, the final reconfiguration resulted in improved speeds, suggesting the issue was likely resolved.
Positive Highlights
  • Correctly identified the device model (MX4200) and accessed the proper local IP (192.168.1.1) (transcript [13:00]).
  • Guided the customer through a full mesh reset and re‑setup, which ultimately improved speed (transcript [85:00]).
  • Verified firmware was up‑to‑date (1.0.13.216903) (transcript [73:00]).
  • Provided the ticket number (136834) for reference (transcript [86:00]).
  • Successfully guided the customer to run a final speed test showing ~810 Mbps, confirming performance improvement.
Agent Errors / Gaps
  • Stated admin password must be 10–12 characters with mixed case; Linksys does not enforce that exact rule (transcript [17:00]).
  • Presented the 5-press method as a reset procedure that erases settings; KB states it is a diagnostic escalation that does not erase settings (transcript [35:00]).
  • Provided inconsistent explanations of LED colors (e.g., solid red vs blinking red, solid purple) and failed to follow standard LED status guidance from velop_wifi_connectivity.md.
  • Did not verify ISP/modem speed directly before troubleshooting the mesh, skipping Step 1 of universal_speed_performance.md and universal_speed_below_plan.md.
  • Repeated instructions without confirming the customer's understanding, leading to confusion and failed attempts (e.g., [65:00]–[69:00]).
  • Incorrectly stated that http://myrouter.local should be entered as 'www.router.local' (transcript [22:00]), which is invalid and not supported.
  • Failed to distinguish between recovery key and admin password, causing unnecessary confusion during login attempts.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Final speed test reported 810‑843 Mbps download, and agent told customer the issue was resolved and to monitor the connection.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped the critical Step 1 in universal_speed_performance.md: testing speed directly at the modem. Jumped straight to router resets without isolating the source.
R3 Partially Met Correct resolution path conf 85%
Resetting the mesh was reasonable, but only after confirming the issue wasn't upstream. Agent failed to verify modem performance first, risking unnecessary reconfiguration.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic sequence followed: skipped ISP/modem isolation, did not determine root cause before resetting. Assumed router fault without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
Failed to use the most basic required tool: a direct modem speed test as mandated in universal_speed_performance.md and universal_isp_modem_diagnostics.md. Relied solely on customer’s verbal report from ISP without verification.
T3 Partially Met No misinformation conf 80%
Correctly applied 5-press method (valid for MX4200 per universal_5press_models.md), but provided incorrect diagnostic guidance by skipping modem isolation, a core KB requirement for speed issues.
Communication
C1 Not Met Clear & professional language conf 85%
Call contained long silences, no clear opening framing, frequent back‑tracking, and the agent failed to keep the conversation on track.
C2 Not Met Confirmed understanding conf 80%
Agent used technical jargon, did not confirm the customer’s understanding, and repeatedly gave instructions that the customer could not follow.
Customer Ownership
O1 Met Ownership & empathy conf 88%
Agent stayed on the call, performed resets and configuration without transferring the customer elsewhere.
O2 Partially Met Proactive follow-through conf 75%
Agent gave next‑step instructions (reset, re‑configure) but did not set a clear timeline or follow‑up commitment beyond a generic ticket number.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history needed to be referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a speed‑performance issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered a minimal apology (“I don’t really apologize for the inconvenience”) and never acknowledged the customer’s frustration or repeated‑contact fatigue.
X2 Not Met Tone & rapport conf 80%
Agent did not adapt tone or pace; the customer repeatedly asked for clarification and seemed confused throughout.
X3 Not Met Overall experience conf 82%
Customer had to repeat information, move equipment, perform multiple resets, and navigate unclear UI steps, creating unnecessary effort.
Call Transcript134 turns · 144 lines
Speaker 1
Yes. I've had problems with internet speed lately, but yesterday I had the internet provider check it, and they claim that my modem has, is running at appropriate speeds. So they told me I need to check my wireless router to see if there are upgrades available. So I'm just checking my router to find out if
00:00
Speaker 2
Welcome to Linksys support to ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Richy. How can I help you today?
00:00
Speaker 1
just curious if you can help me with that? no yes Robert Bateman. That's B A T E M A N no, the third letter is T as in Tom yes, Batesman
01:00
Speaker 2
Okay, so I totally understand your concern over, but is this your first time calling us for support? Are you calling from United States? Okay, so may I know your first name and last name? B for boy, A for Alpha, T for Tom, A for Alpha, M for Mike, A for Alpha, E for evening, right, okay, N N for November, that's for boy, A for Alpha, N for November, N for November, then Burnett, N for November, E for evening, N for November, N for November, T for Tom, there then, that's for boy, N for novel, A for Alpha, N for November. ["Bateman."] Sorry, Bateman. Says for boy, A for Alpha. N for November, E for evening, N for November, T for Tom.
01:00
Speaker 1
That's correct. 309-737-8379. F is in Frank. Y is in Yellow. R is in Robert. G is in Edward. L is in Larry. A is in Alpha. A-G-E, Firelake with U. N-Y at Hotmail.com.
02:00
Speaker 2
And your cell back number, how about your email? [silence] So everybody stay, okay, so firelake@gmail.com. And how many links this router do you have sir?
02:00
Speaker 1
It's a model MX4200. I have two nodes. Okay, I have to go down in the basement to check that. That serial number is three eight, U one zero, M as in Mary, three seven, B as in Mary, three nine, V as in Victor, 12, N as in Nancy.
03:00
Speaker 2
and you have one node? okay can we provide the serial number of the main router sir? uh-huh [silence]
03:00
Speaker 1
Boy, 44391. Media Com. Two. Counting both levels it's 2400. I think it's 500 megabits per second.
04:00
Speaker 2
And who is your internet service provider? Mediicom. And may I know how big is your house then? How many floor levels does it have? Approximately it measures [inaudible] about 1800 square feet. And may I know your internet plan or internet speed subscription from your Mediacom?
04:00
Speaker 1
sometimes runs faster than the six or seven. Connected, yes, but not always in use. It's all wireless.
05:00
Speaker 2
and how many uh, how many devices are connected to the network, wired and wireless? Most of the time. is it wired and wireless or it's all wireless? Okay, now since you're closer to the parent node, and to verify if you're having issue with the slow internet speed, can you run a speed teste oh, open a browser, then search speedtest.net. [silence]
05:00
Speaker 1
Okay. Speed test by Ookla. It says it's connecting, but it's not running. It's blue. That's the remote. That's a remote node. Okay, it's finally connected, so it's running now. All right, it ended up at 317 megabits. That's running there. Yeah, now it's running the download, which right now is at 59, which is good. But last night,
06:00
Speaker 2
**See there was a** **See there you are** **See make sure you're** **See** and make sure you're connected **See you are connected to your Linksys network**. **All** that and after that go to **To open a** browser and then search for speed test dot net. **Choose download speed**.
07:00
Speaker 1
It was um less than one. The download was less than one. Right now. It's right now. Yes. Mm-hmm. Yes. Oh. Are you gonna run it again? Okay, that's 321 this time for download.
08:00
Speaker 2
All right now. you got 59. so from 317 MBPS down to 59 MBPS. and then for the third time. Yeah.
08:00
Speaker 1
[silence] This time the upload was fixed. [silence] Okay, I will run it again. Huh uh uh uh. Huh uh uh uh. [silence] Uh third time, the download is 321.
09:00
Speaker 2
So, 273 kilobits per second for the download speed. And then 321 kilobits per second for the download speed for the second time. And then for the third time, sir, you're actually getting a good speed.
09:00
Speaker 1
That's for download. Yes. This time, third time the upload is 60. So the second time it was single digits, now it's 60 again. Hmm. Okay. I think it's 500.But and sometimes what I subscribed Yeah. the download I don't know. Or the upload I don't know. But it's it's going as you can see it's it's varying quite a bit from single digits up to 60.
10:00
Speaker 2
okay it's for the download that's more more the more important thing is the is the download speed did you know also your subscription for the upload speed i guess it's download speed yeah for the upload speed [silence] Do you have a computer or a laptop in your end? Okay, can we connect that laptop to your?
10:00
Speaker 1
Yes. Can you give me that number again? Mm-hmm. Okay. All right, I've got two more.
12:00
Speaker 2
I'm connected.
12:00
Speaker 1
link this link this site. [silence] I don't see it. There's a box up here. It says Web Threat Shield is turned off. Accept permissions. Okay. I didn't understand that last part.
13:00
Speaker 2
Okay, so you are on the web and web interface the links of smart Wi Fi tools, right? and we can go to the connectivity, sir. on the left side, below, you have the router settings and then connectivity. Okay, 192.168.1.1, sir. when you're going to press enter, you will route to a page that shows your connection is not private. it can then read the information shows on that page and it should allow you to log in, to sign in. you just sign in with your web.
13:00
Speaker 1
Okay, it's okay, just says continue down at the bottom, I don't have any, yeah, that's there. Okay. Your connection isn't private. You can either go back or click on advanced. Okay, and then continue. Okay, and then continue, Okay, and then continue. Okay, now has five-digit key. It's on the bottom.
14:00
Speaker 2
interface using router password your connection is not private okay continue advance yes okay so it asks you to change your admin router password so
14:00
Speaker 1
for the, to the five digit key? Does enter receive? Would that, would that be the same, he for both nodes? you need the recovery key. you need the recovery key off the main node. I understand, but I have to go down and get the recovery key off of the main node. Well, I was, but I'm not now. [silence]
15:00
Speaker 2
Yes, the recovery key, the recovery key is labeled on the bottom of the router. Since you're closer to the parent node, can we look underneath of the router for the security, for the recovery key? No, it's not. But can we look on the node just closer? No, I don't need the recovery key. You need the recovery key stored to type in for you to change your admin password. But if you're closer to the child node, then you can use the recovery key labeled on the bottom of the child node.
15:00
Speaker 1
I will use the one off the main node. Okay. How many digits does this admin password need to be? [silence]
16:00
Speaker 2
Has ten to twelve characters that have an Upper case, Lower case, number, and special character.
17:00
Speaker 1
Because we encountered an unexpected error if the issue continues, please visit your technical support site. error 2298-2298, okay, I was using a secure brain site What browser would you like me to use? Yes, it's windows.
18:00
Speaker 2
What is the error? Look it can we try to use a different browser, sir? Is it a Windows device or Mac? Okay. Try to use Microsoft Edge since we use Google earlier. And then carefully enter http on the address bar.
18:00
Speaker 1
Yeah, and it's giving me the opportunity to enter a new password again.
20:00
Speaker 2
So when you open Edge on the address bar, did you type http://192.168.1.1? Go ahead, yeah. [silence]
20:00
Speaker 1
unexpected. Yeah. Okay. We're going to have to go through that again. HTTP://. HTTP://.
21:00
Speaker 2
the same error how about http:// my router .local my router one word m y, r o u t e r .l o c a l [silence]
21:00
Speaker 1
slash my router and what's the rest? okay. that's it? just dot local. okay. [silence]
22:00
Speaker 2
No, my, my, www.router.local. Yes.
22:00
Speaker 1
same thing you 298 it's unexpected error. understand it's uh it's downstairs. so i have unplugged the internet cable.
23:00
Speaker 2
Be certain that the Ethernet cable is unplugged. The Ethernet cable from the modem to the Internet port of the parent node
23:00
Speaker 1
Okay, still flashing red. Do you want me to plug the internet cable back into the node?
24:00
Speaker 2
So let's just wait for the parent node to turn solid red. And then once it turns solid red, try to open a browser. Let's proceed to use Google. Then on the address bar, type 192.168.1.1. And now while it is blinking or solid red, try to access the web interface. So open a browser but make sure you are connected to the Wi-Fi name.
24:00
Speaker 1
[silence] Well, I have no connection now. Okay. Okay.
25:00
Speaker 2
Of the parents, no, even if you don't have any on internet connection. Yeah, it doesn't have any internet connections, sir, but you can still connect to your links, access network. It will show secured, no internet connection. And you can still access the web interface with or without internet.
25:00
Speaker 1
Doing maintaining. Unexpected error: 229812345
26:00
Speaker 2
Okay, so I don't really apologize for the inconvenience here, but if this is the case, you really need to reset and reconfigure your Linksys mesh system. So all the configuration will erase, but we can still recover it after we set up your Linksys mesh system. [silence]
26:00
Speaker 1
Okay, so what do we do next. Okay, I'll have to move it downstairs. I need to take my computer down there with me. Yeah. Okay.
27:00
Speaker 2
okay, kindly moved the other node closer to the parent node about one foot or two feet apart from each other. and if you can make it, uh kindly plug the node directly to the wall outlet because we're going to perform reset. and set up your Linksys system again.
27:00
Speaker 1
Okay, so the child node is about a foot away from the parent node. Okay.
29:00
Speaker 2
Thank you for that. So let's begin with the parent notice. Kindly press and hold the reset button. Make sure the light blinks red goes off.
29:00
Speaker 1
Okay, it is solid blue now. [silence] Well, I'm holding the reset button on the child node and it's blinking red. [silence] Well, now it's . Yes. [silence] I've released the button.
30:00
Speaker 2
it will turn to solid blue so when it turn to solid blue that's the time that you're gonna release the reset button of the node okay let's go and press and hold the reset button of the other node also and release when it turned to solid blue after it blink red and goes off okay keep holding it because it should blink red blink red then the light went off right okay so let's just wait for both devices to turn solid
30:00
Speaker 1
Do you want it, do you want it plugged in now?
31:00
Speaker 2
Robert, so make sure the Ethernet cable is now plugged in from the modem to the internet port of the parent node. [silence] Yes.
31:00
Speaker 1
Okay, the child note is solid purple. It is solid red. On which one do you want me to reset first? Okay, right? All right, the parent node is now solid blue. So I haven't I haven't hit the reset button yet. Yes. Okay. Okay, now solid red blinking red?
32:00
Speaker 2
How about the parent node? Okay. Can you press and hold the reset button again? Make sure the lights are blink red and ghost off. the parents so no need to reset the child mode because it's already solid purple. That's the correct light indicator after it's reset. So since the parent mode turned into solid red, reset that parent note again. Solid blue? Okay. Can you reset the parent mode again.
32:00
Speaker 1
okay, now it went off. you want me to let go now? okay, i did. and then now it's blinking blue. [silence]
34:00
Speaker 2
Wait for the light to turn solid blue. Turn or release.
34:00
Speaker 1
still blinking blue. I'm sorry. Okay. And now it's solid take. [silence]
35:00
Speaker 2
Let us wait for that one to turn solid purple. Okay now, let's proceed to set up your Linksys devices by using the five press method. So kindly press and release the reset button of the parent node five times within five seconds.
35:00
Speaker 1
Yep, blinking pink now. So, are these routers rated for the speed that I'm running? Okay. And in the future, months, a few months, I'll be switching over to fiber optic internet service. Will this router still work with that system?
36:00
Speaker 2
blinking, okay, so it's setting up, so observe the wireless device for three minutes to five, yes, actually, it can handle up to one gigabit per second, but since they're wireless, so you can only get 50% to 60% from your internet plan due to the interference. Yeah, it can still work, but you need to reset and reconfigure your links
36:00
Speaker 1
Okay. The parent is solid blue now. It is blinking purple. Okay would you repeat that? Okay, it is develop setup C98.
37:00
Speaker 2
Is mesh system, If you will have a new modem or a new internet service provider, how about a child node? Okay, it's setting up and while waiting for the child node to set up, kindly connect your computer, sir, to the default name and password of the parent node labeled on the bottom. Where is? Your Wi-Fi name, sir, starts with underscore setup underneath of the parent node. Make sure your computer is connected to that credential. Okay, you need to make sure that your Wi-Fi is on. Of course, you need to go to the Wi-Fi settings to check your available network. Select your Wi-Fi name and enter your Wi-Fi password to connect. [silence]
37:00
Speaker 1
Okay, so this is my old password, right? Okay. [silence] Okay, so we can't connect to this network.
39:00
Speaker 2
Yes. Not the old password. Now use the Wi-Fi name and password labeled on the bottom of the parent node there. [silence]
39:00
Speaker 1
Please sign in to the dev up set, right that's what I'm saying. Right. It's trying to connect. It says checking network requirements.
40:00
Speaker 2
Double check your Wi-Fi name and password. Now, you need to connect with the Velop setup. Select Velop setup and enter the Wi-Fi password underneath of the parent node. [silence]
40:00
Speaker 1
The password is not correct. Oh, okay, I misunderstood. W-R-T. It has either a zero or an O in it. I don't know which it is. In the password it has zero or an O.
41:00
Speaker 2
Yep, double check your Wi-Fi password down at the bottom. [silence] [silence] The password.
41:00
Speaker 1
[silence] still O or zero, and I don't know which it is. zero. All right, it's connected. A is flashing red.
42:00
Speaker 2
0. What should the light indicator of the child module do? So let's just wait for the child module to turn solid blue.
42:00
Speaker 1
Washington red the child.
44:00
Speaker 2
device. and can you move it something like farther, not too close about two feet apart please sir? [silence] [silence]
44:00
Speaker 1
It's connected to that envelop setup, but the child is still frequently crying. Mom focuses on lower content, and simultaneously the boy puts the toy in his mouth.
45:00
Speaker 2
So you're able to connect now?
45:00
Speaker 1
Flashing red.[silence] and the parent is still solid blue.[silence] they're separated about 2 feet right now.
46:00
Speaker 2
Is a child still blinking. Is it plugged into a power strip strip strip strip strip or can we plug that one directly to the main outlet.
48:00
Speaker 1
it is plugged into the power strip, I'll have to get an extension cord to do that. Okay. So both of the nodes are plugged into a
49:00
Speaker 2
because it possibly caused the issue. [silence]
49:00
Speaker 1
Power a surge protector now. Do you want them both plugged into the wall sockets? OK, so, um, I'm going to unplug both nodes. Um plug them into an extension cord. OK.
50:00
Speaker 2
But of course, it appears that it's not set up. We'll just keep on observing it, but it it's actually recommended to set up the 10 to the wall outlet.
50:00
Speaker 1
Now they're both flashing blue. All right. The parent node is solid blue. Now the parent node is solid and red, and the child node is flashing red.
51:00
Speaker 2
[silence] If you're connecting by Ethernet, make sure that you're plugged in from the modem to the internet port of your computer.
52:00
Speaker 1
OK, if you ask me to do something, I didn't understand it. Yes, it is. And now the parent note is solid blue again and the child node is still blinking red.
53:00
Speaker 2
Try to check your ethernet cable. Is it properly plugged in? Silence
53:00
Speaker 1
still the same. It is flashing red. Yeah. [silence]
55:00
Speaker 2
What is the light indicator of the child note now? In the parent's notice, the solid blue. Okay, how about try to access the router's web interface and let's check if there's still an error shows when we try to configure or reset to router or reset to your router password. Once you're connected, open a browser, yeah, try to access 192.168.1.1.
55:00
Speaker 1
Well, the internet connection is down. [silence] It is solid blue. Uh, yes. Let me check. Let me double check that. I am connected to the Velo setup and I'm at the sign in screen to access Velo. Okay. Okay. Okay. I have a lot of options here. Network status, Minisys home networking.
58:00
Speaker 2
I can't ask you to access a router, right? Okay, used admin the word admin a lowercase ADM in.
59:00
Speaker 1
That says connected. It is flashing red. Just one more time. About two feet and hold it.
60:00
Speaker 2
Okay, Ken, let's check your network status. Okay, so it means you have internet connection. And what is the light indicator of the child node? Okay, Ken, let's press and hold the reset button of that child node again. And how far it is from the parent node, sir? About, ...about 2 ft. Okay. Press and hold the reset button of the child node. Yes. Until it turns to solid blue. ...Okay. And press and hold it. Yes. Until the light indicator turns to breathe magenta.
60:00
Speaker 1
It's just flashing red. No flashing red.
61:00
Speaker 2
keep holding... Okay, let go and then can we use...the green
61:00
Speaker 1
[silence] At. [silence] the off. [silence] the off.
62:00
Speaker 2
Okay, so the light blinked red... then went off. Okay, let's
62:00
Speaker 1
Now flashing dark. Okay, so I have two two five gigahertz and one 2.4 gigahertz options. So how do I start that? Should I click on one of them? Okay. So you want my old Wi-Fi password in there, right? [silence] [silence]
63:00
Speaker 2
Okay, so let's just wait for the child mode to change to solid purple. And while waiting, please go to the Wi-Fi setting Sir, and then you can change your Wi-Fi name and Wi-Fi password as it was. Okay, so for the meantime, just use the same Wi-Fi name and password to all of the band, but do not click apply. Just let me know once you are done. Yes. Yeah, you can recover it. Use your original Wi-Fi name and password for the 2.4 and 5 gigahertz.
63:00
Speaker 1
Okay. It says, so you're updating Wi-Fi settings, but it's only changed the first one. You know, when you say yes, it's giving me okay. Okay, I'm still working on it. [silence]
65:00
Speaker 2
No, go back there. As what I mentioned earlier, do not click apply or okay yet. Just let me know once you're done. Because we're not yet configuring your Wi-Fi settings. Okay. So at the moment, make the same Wi-Fi. And I'm done.
65:00
Speaker 1
Okay. I've made those changes. It was uranium-9762 underscore two point four They did that.
67:00
Speaker 2
Okay, then, for the, okay, we are planning to separate the bandwidth, sir, and, we need to have a different Wi-Fi name and password, but, to avoid any disconnection for your devices, just make the 2.4 with original Wi-Fi. What is your Wi-Fi name for both bandwidth? Okay. For the 2.4, kindly add just underscore 2.4. Just for the 2.4. Yes. And for the security mode of that 2.4, is it WPA?
67:00
Speaker 1
Yes. [silence] For both of them 5 gigahertz? Okay. [silence] The child mode is now solid purple.
68:00
Speaker 2
h 2 personal and then for the security mode of 5 gigahertz band make sure it's WPA 2/3 mix personal yes and then click apply click yes and proceed with the changes yeah but let
68:00
Speaker 1
Well, I clicked on apply and now it's working on it. Says, "waiting". Okay. Router not found. You are not connected to your...
69:00
Speaker 2
Configuration is configuring is. right, [silence] Okay, try to reconnect reconnect your devices to 5 gigahertz band. So 5 gigahertz band will provide a better speed. So your 5 gigahertz band is your original WiFi name and WiFi password.
69:00
Speaker 1
OK. It says I'm connected to the original. Do you want me to disconnect it and reconnect? All right. Now it's connected.
70:00
Speaker 2
I guess it reconnect automatically. It reconnect automatically. Yes. [silence]
70:00
Speaker 1
Okay. I don't understand what you want me to do. Back to the white, I'm back on Wi-Fi settings. Okay. Connectivity. I don't see that. I'm at the Wi-Fi setting.
71:00
Speaker 2
And then once you are connected to Go back to the web interface, the link does Linksys Smart Wi-Fi tools, because you reconnected right. And then Go back to the web interface, the router settings. Yeah, 192.168.1.1. Yes. Okay. Then go to connectivity. Router settings, connectivity, click okay, so that you can go back to the main page.
71:00
Speaker 1
I'm okay. I'm there now. I'm okay. I'm on the can. The connectivity page, I'm got check for up, yeah. Oh.
72:00
Speaker 2
okay, connectivity. Then, under connectivity and then under basic on the right side, you can see firmware update, right? And then below the details, details, click the arrow icon and look for the firmware version of your Linksys device set. Under basic, under basic, there's a firmware update below. What is your latest firmware version of your Linksys device set? Click details. Click the arrow icon. [silence]
72:00
Speaker 1
Click on the icon for up, it says up to date. How can I do that? Where are the numbers? Is it a current version? Okay. Yeah, 1.0.13.216903. Yes. I did.
73:00
Speaker 2
So they're both up to date.Generally provide the. Version of your lensis node, you need to provide it just read the numbers. Yeah 1.0.2 like that. Okay, now click or on that same page, are you able to find the CA router setup on top? Okay, click CA router setup and then select add wireless.
73:00
Speaker 1
I did? Okay. I clicked apply. It's still solid purple. No, it is not. Now I clicked on add wired child node.
74:00
Speaker 2
Child node. Then click apply. And then check the light indicator of the child node. It is not blinking.
74:00
Speaker 1
I'm sorry. I clicked add wireless child nodes and then I clicked apply. Okay and then I get a node. Oh, that's for Dale. Okay now it is a child is blinking red
75:00
Speaker 2
Wireless. Yes. OK, setting up. That's good. So log in with 3 up to 5 minit here and make sure to observe the light indicator of the child node until it turned to solid blue.
75:00
Speaker 1
[silence] Okay, now the child node is solid blue. Now it's red and green and red. I .
77:00
Speaker 2
Okay. Keep on observing for a minute. Just keep on observing it.
77:00
Speaker 1
And now it's all I'd blue again. Relocate to where it was before.
78:00
Speaker 2
Okay. Now, since it's already set up, you may now proceed to relocate the child mode, sir. Yes. Okay, so let's just wait three up to five minutes again. [silence]
78:00
Speaker 1
Now it's solid blue. Now it's red.
81:00
Speaker 2
Okay, that's good. Now, just keep on observing it for a minute. It's still part of the process.
81:00
Speaker 1
[silence] It's been solid blue for a while now. [silence] Okay, I need my computer down there for that. Do I need my computer, my laptop down there for that? [silence] Okay.
83:00
Speaker 2
Okay. And then can we go back to the parent note to check the signal strength? Can you get your phone?
83:00
Speaker 1
Okay, the light is solid blue, light blue. [silence]
84:00
Speaker 2
Yes, can we go back to the parent notes here? Because you're already set up, so all we need to do is to check if you have a good signal strength now. So, make sure your phone or your devices are connected to 5 gigahertz band. Open a browser and then search speedtest.net and proceed to run a speed check. [silence]
84:00
Speaker 1
it's running 810 on download 88610 8610 I'm sorry um yes download is 810 and it's uh okay
85:00
Speaker 2
What is your download speed?
85:00
Speaker 1
eight forty-three this time yeah i'm standing right next to the node uh seven ninety-three okay
86:00
Speaker 2
and for the third time. Okay. So right now, since you're having a good speech for the meantime, observed or monitor your connection. And don't hesitate to call us back if you need further assistance. So let me provide your ticket number. It's 136834. So is there anything else that I can help you with?
86:00
Speaker 1
No, thank you. uh, I, I appreciate your patience. Thanks, you too. Bye now. [silence]
87:00
Speaker 2
okay here welcome and thank you so much also for your time and patience while we resolve this and have a great day bye for now thanks
87:00