V2 Rubric Detail — 5ff9abc8-7646-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:46
Duration
118m 14s
Contact
Michael Naylor
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00076387
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership1.79/5
Escalation0.00/5
Customer Exp1.07/5
Overall20.6% (-7.4)

V2 Grader Summary

The agent failed to resolve the issue due to technically incorrect 5-press instructions, lack of tool use, and failure to verify connectivity. Despite extensive troubleshooting, no validation of internet or mesh success occurred. No escalation was offered, and the call suffered from poor communication, ownership, and customer experience.

V1 Case Analysis

Customer reported MX6200 child nodes blinking red. Agent instructed multiple resets, 5-press attempts, and power cycles. Provided incorrect IP 192.168.100.252:8080. Captured credit card number. Nodes remained unstable. No resolution confirmed.

Troubleshooting Steps
  • Reset each child node using the reset button.
  • Attempted 5-press pairing on the parent node.
  • Power-cycled parent and child nodes multiple times.
  • Swapped Ethernet ports on the modem (port 4 → port 1).
  • Checked Ethernet connection and IP settings on a Windows laptop.
  • Promoted a child node to parent and reset original parent as child.
Key Observations
  • Agent provided an incorrect router IP address (192.168.100.252:8080) at [90:00], which does not correspond to any Linksys router default.
  • Agent confused factory reset with 5-press pairing, instructing a long reset hold for pairing at [02:00] and [17:00], contrary to KB procedures.
  • Agent captured a credit card number at [62:00] without any context of paid support, violating PCI compliance.
  • Call contained multiple long silences (e.g., [03:00], [12:00], [25:00]) and poor call control, leading to customer confusion.
  • Agent incorrectly attempted to use the Linksys app for setup when the parent node was not properly online, and the app was not required for 5-press pairing.
Positive Highlights
  • Agent persisted through multiple troubleshooting attempts and eventually achieved solid-white status on all child nodes.
  • Agent asked clarifying questions about node placement and power source.
Agent Errors / Gaps
  • Provided a non-standard and incorrect IP address (192.168.100.252:8080) for router access, which is not a valid Linksys default.
  • Incorrectly described the 5-press pairing method as a long reset button hold, conflating it with a factory reset.
  • Captured a credit card number without any justification or paid support context, violating PCI protocol.
  • Failed to follow a logical troubleshooting path, resulting in repeated resets and power cycles without validation.
  • Did not confirm basic access to the router admin page or verify correct network topology before proceeding.
  • Promoted a child node to parent and reset the original parent without confirming firmware compatibility or proper reset sequence.
  • Failed to use correct KB procedures for MX6200 5-press pairing as documented in universal_5press_models.md and velop_child_node_setup.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent claims all nodes are solid white but never verifies internet connectivity or successful mesh formation; customer remains confused about functionality.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed multiple resets, 5-press attempts, and LED checks, but steps were disorganized, repetitive, and never led to clear resolution or root cause identification.
R3 Not Met Correct resolution path conf 90%
Agent never checked warranty status, offered no escalation or alternative path, and continued ineffective troubleshooting despite repeated failure, treating OOW as reason to stop helping.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking red LEDs and asked about distance/LED colors but skipped foundational checks like WAN connectivity or IP early on; diagnostic process was disorganized.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accessed admin page (192.168.1.1/myrouter.local), used no remote tools, and relied solely on verbal instructions despite clear need for diagnostic verification.
T3 Not Met No misinformation conf 98%
Agent instructed '5-press' as '1,2,3,4,5, star' — incorrect per KB; this misrepresentation directly contradicts documented procedure for MX6200 nodes.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent unexplained silences, abrupt topic shifts (e.g., jumping to remote access), and lack of clear framing or transitions show poor call control.
C2 Not Met Confirmed understanding conf 95%
Agent used confusing jargon like 'go the long way' and incorrect 5-press description without confirming understanding; customer repeatedly asked for clarification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on call but did not take ownership to drive resolution — repeated ineffective steps without a clear plan or commitment to next steps.
O2 Not Met Proactive follow-through conf 90%
Agent set vague next steps ('maybe three or five minutes') and never followed up or provided concrete timeline after hold.
O3 Partially Met Closure confirmation conf 80%
Agent referenced prior attempts but repeatedly re-asked LED status and reset steps, indicating gaps in continuity despite some awareness of history.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Despite multiple failed attempts, persistent LED issues, and customer frustration, no escalation was offered when warranted by complexity and repeat failure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or documented; execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'thank you for your patience' but failed to sincerely acknowledge customer's frustration or time loss ('four hours out of my day').
X2 Not Met Tone & rapport conf 90%
Agent continued using complex instructions despite customer confusion (e.g., keyboard/monitor issues) and failed to adapt pace or simplify communication.
X3 Not Met Overall experience conf 95%
Customer repeated LED status, IP address, and reset steps multiple times; agent forced manual resets that could have been avoided with tool use or better guidance.
Call Transcript175 turns · 194 lines
Speaker 1
this is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh hi Michael. This is Paulo from Linksys's customer assurance team level two and this call is recorded for quality assurance purposes. Hello sir? Uh yes sir. This is Paulo, yeah. Uh Michael, I'm calling about your MX6200 uh uh uh I'm asking for a reeadd edit. Is this the best time for us to work for it again? Oh, you did oh. We are sorry sir. Uh we're experiencing a um um um volume call so anyway, thank you for your patience sir. And uh Michael just want to make sure uh how many nodes are we going to add back? One or two? You got three nodes there. Oh, so that will be four in total. Correct? Okay, so let me just correct the numbers here. It says only three. So there are four. And these child nodes, okay. And are these child nodes in front of the parent node right now? Perfect. And the LED status of these child nodes are are they red? Are they blue? Are they blinking blue or red? Okay. And, oh, blinking red. Now the parent node right now is solid white, right? Okay, perfect. Now, we're going to perform a reset. A reset to the child nodes. Okay. And what you want to look for is when we perform the reset, the LED status of the parent node will go to flashing white and the child nodes will go to off. And they won't really respond to anything after that until we reset the master. Okay? So go ahead and perform the reset. And the LED status of the parent node should be flashing white and the child nodes should be off right now. When the parent node is flashing white, go ahead.
00:00
Speaker 2
Correct. Do I assume the parent's up there? There's three, three child and one parent. Yes, I've already brought them up. Red. Blink. Blinking red. Yes.
01:00
Speaker 1
Child node, sir, okay. Just a child node. Now, um, yeah, I'm not... Shhh... Uh, okay, so we're going to do a five-press method and, um, I'm sorry. Reset, sorry. Let me just give you the instruction first. Uh, you're going to, uh, press and hold the reset button, um, at the bottom of the child node and don't let go. Wait for the, uh, LED status to flicker. Flicker, flicker, and until will be off. And then, when it's off, don't let go. Wait for the solid blue, and that's the time that you are going to let go of the reset button for the child node. We can start now, sir, yes.
02:00
Speaker 2
okay. OK. OK. OK. OK. OK. you want me to go ahead and start that now? [silence]
02:00
Speaker 1
Yes, sir. Dave, let's proceed to the next child node.
03:00
Speaker 2
don't unplug them they're already plugged up just go ahead and press the reset and then wait and then wait and then press the reset and Wait, wait, okay, but he said is correct. second went off. Blus on Let go. HSSSSS same deal there Question off Hello there
03:00
Speaker 1
okay. all right, thank you for the last, uh, nodes, so 251, and we're gonna wait. Uh, right now, uh, they're rebooting. now, Michael, you just reset each of the child node, sir. My question is, how far are they to the parent node? are they right next to it? are they two feet away from the and, um, okay, and the child nodes are they right beside each other, or they?
04:00
Speaker 2
and the third one. You and let go. all right, so they're all blue. Huh. Yeah, about four feet away.
04:00
Speaker 1
They're are somehow a part. sir. Uh yes make them apart like uh I would say uh three or four feet from each other. Uh hold on don't unplug it. Uh don't unplug it. Oh okay. Ah I see. I see what you mean. Anyway all right. Uh all right. Well um the best way to reset the child node uh they'll be uh only with two colors when they are blinking red or solid red. Okay. If you push the reset button like I it's blinking blue okay uh... the uh... reset button at the bottom um... it will not take effect right away and you told me they're solid blue and then um... yeah we'll just proceed to reset them. And um... we are waiting for them to have a uh... solid blue not a blinking blue so um... are they solid blue for each of them? All of them? Not yet. I think that's the last one right still blinking blue. Okay all right perfect. Now I just wanna double check so your internet service provider is a
05:00
Speaker 2
Right. Okay. Not all of them. Not yet. Two of them are Green. Okay. Yeah now it's solid blue. It's solid blue now.
06:00
Speaker 1
are your name of that device or broadcasting just like the parent node and they the same name or different name, sir? Perfect. Okay. Now let's go the easy way of adding the child node, Michael, okay? I I think you've done this before. Okay. And uh I'm looking at I was only um reading the ticket to the summary. Um sorry about that. Um we're going to do the five press method, okay? Uh, I think you've done this one before 'cause I spoke to you before, actually. So, to do the five press method, uh you just need
07:00
Speaker 2
Yes. Yes. Different name. Okay. [silence] Oh.
07:00
Speaker 1
to tap the parent Node Reset button five times, just like how you punch the numbers in your phone, okay, just 1, 2, 3, 4, 5, star. And this is to the parent Node. Well, I just like how you punch the numbers on your phone, sir. just simply like that. 1, 2, 3, 4, 5. Yes, sir. Succession. Okay. Thank you, sir. And we're going to wait for a minute or two. And is one of the child Node's right now blinking, sir?
08:00
Speaker 2
to the parent node and press that reset button five times just press release press release press release okay okay I don't need to wait for it to do anything just all in succession got it now okay press it
08:00
Speaker 1
not yet. Can you do another five press, methods are parent is blinking uh how about the child node sir? All right. [silence]
09:00
Speaker 2
Okay is now turning You're not turning on yet. You're still all solid.
09:00
Speaker 1
Now, um, this is where we go to the link cis app. We'll try the easy way first. Now, may I know, um, where is the link cis app installed there? Is it on your iPhone or uh, Android phone? Can we open it?
10:00
Speaker 2
an iPhone it's getting router settings let me see if I've got Wi-Fi on because uh turned it off because it wasn't working okay [silence] an iPhone [silence]
10:00
Speaker 1
still opening until now? okay uh... can you check where is it connected maybe it went into you at nt network instead of the parent no tor? what's the name of the network sir? It's okay, because we just reset the child.nit there and it's going to show up, yeah, but um that's the phone, uh it needs to be connected to the Wi-Fi name of the parent node that you assigned, it's connected to it right?
11:00
Speaker 2
Yeah, it just says it's getting router settings. no, it's on my may Belup network. Now it's may Belup, but now the Belup setup D-42 has popped up.
11:00
Speaker 1
All right, let's go back to the app. We should be um, We should be able to open that. Okay, we're going to power cycle the parent node. Um, test the parent node. Okay uh, simply unplug the power cord of the um, parent node and plug it back in. Uh, what blinking sir? Blink. No no no no. What blinking? Is it a blinking blue or a blinking white? and plug it back. [silence]
12:00
Speaker 2
connected to a Velop. Yes. [silence] Still spinning saying getting router settings. Yeah, [inaudible] actually still blinking. Unplugged? No, it was blinking. Blinking bright, but I've unplugged it.
12:00
Speaker 1
7 seconds they just showed the picture dot the parent nodes still blinking white okay we're gonna wait okay maybe they they there's a reason why we can't seem to add a child node and I I hope that we're gonna
13:00
Speaker 2
No, a dad can be four.
13:00
Speaker 1
We're not gonna go ahead reset the parent node. Okay, sometimes, again, we blame the child node for them not to be added but the cause really is the parent node. So, I just wanna make sure we don't go that route. Okay, we'll just wait for another minute for the parent node. Still red? Okay, not yet one minute.
14:00
Speaker 2
OK. So now it's read, on the parent node. And of course, my Wi-Fi is now switched to the AT&T. Still read.
14:00
Speaker 1
and while waiting for that one minute, so, uh, at the back of the parent node, um, of course, we have an ethernet cable there, right? and then, uh, if you trace the other end of it, it goes to the AT&T modem, a micro tracker. [Silence]
15:00
Speaker 2
Yes. Yes. Yes. No team has. By the way, it has a table. It has three. Twelve.
15:00
Speaker 1
Are they all occupied or just one of them and that is the parent node? And is that connected to port number one of the modem, sir? Was it always on number four? Okay. Well, the reason I asked, I see. Now, the parent node, sir, is it still blinking? Red. Okay. Now, I'd like you to unplug, we're going to reset the parent node, sir. Okay. So...
16:00
Speaker 2
1, 2, 3, 4, 4. No. Just the only thing is parent node in a 10 spot. It's connected to node number four. Yes. I mean, I haven't changed it. At least since the last time we went through all this iteration with one person, but yeah, I haven't changed it since then. No, just solid red. Okay.
16:00
Speaker 1
I'd like you to reset the parents, just like how you reset the 3 child nodes earlier. So simply keep pushing a reset button and the light will be off. Don't let go of the reset button. Wait for the solid blue and let go of the reset button. Um, let's go the reset button. And then we're gonna wait for two minutes until we observe the LED status, okay? So, um,
17:00
Speaker 2
Not yet. It was went back to red and now it's white, but I haven't released the reset button yet. Okay. [silence]
18:00
Speaker 1
[silence] solid white right now? Uh it was it was red and right now it's solid white. Can you check on your phone again if you still see the May Velopp something your wifi name? It's there now. All right, now I'd like you to do this, one more
19:00
Speaker 2
okay it's still white yes correct I I can see it now yes it there now and I've selected it OK. Right. Flashing red. And then now flashing white. Solid white. No. No. They're not.
19:00
Speaker 1
I'm sorry. You were saying something sir? Is the child node now blinking? One of them? All right, now, we're going gonna proceed to reset the parent node, sir. Okay? Let's do this together. Let me know if you are pushing the reset button of the parent node, sir. Okay? Let me know if you push it. I have a timer here. Okay, when you press it, look at the led status and what's the behavior? Is it flickering? Is it blue? Okay. [ silence ]
21:00
Speaker 2
No, none of the child nodes are blinking. Barren is still ghost white. Off. Yes. The small button there that says reset. Okay. Pressing now. Debris. Blinking red. [silence] Yeah, my camera is gone fella.
21:00
Speaker 1
When the light is off, don't let go of the restart button. After 20 seconds or more, if you see it's solid blue, let go of the reset button. Okay. [silence]
22:00
Speaker 2
Okay. A solid blue, I'll let go. He's blinking blue.
22:00
Speaker 1
Okay. Still looking at the timer. By the way, the specific node, sir, where is it plugged in? Is it to a main power outlet or power strip? Okay. Still blinking blue.
23:00
Speaker 2
Still blinking blue.
23:00
Speaker 1
still blinking blue on the, like, parent node sir? okay, um I'd like you to disconnect the parent nodes there from the modem. You can just disconnect the cable at the back of it. And then I'd like you to unplug the power cord of the parent node.
24:00
Speaker 2
Yes. Yes.
24:00
Speaker 1
Is it unplugged? Hello? Are you still there, sir? All right. I'd like you to pick one of the child node there, okay? [silence]
25:00
Speaker 2
[Nah, hang on] [Silence] to get the right cord yeah it's [silence] yeah, it's [silence] [silence]
25:00
Speaker 1
and wire it to the modem. We are going all the way to replace the experience of parent? No? There are no create a new parentheses. Yep. It doesn't matter which one. I believe they're all MX 62, right? Okay. Something like that, yes. Yeah, connect the cable.
26:00
Speaker 2
All right. Yeah, we've done that. Okay, so I need to unplug one of the child proofers, move it over. Yes. I don't have to change the power cord. It's all the same anyway. Uh, you know, you could get tired of being a parent. Q. Okay. Let me go ahead and plug it in now. Let me plug the power in. [silence]
26:00
Speaker 1
yeah, power on the the new parent node and there should be a cable to the yellow port of that, uh, new parent node, the one that says Internet. And there's a yellow line right there. All right. And is it still blinking blue on the new parent node, sir? Now, let's go to the um, uh, original parent node. We unplugged that, right? Let's power it on. Yes, sir. We're gonna make that, as a child node. [silence]
27:00
Speaker 2
Yep. [silence] I take the end. [silence] Yes. [silence] So power on the original parent node?
27:00
Speaker 1
Now, the original node was reset earlier, right? Before we disconnect that.
28:00
Speaker 2
plugged it in, it's blurring blue now. the parent is blinking blue. Yes can one of those iterations, and the board are still blurring blue.
28:00
Speaker 1
Bow do you go?
29:00
Speaker 2
Yes, uh, the parent and the the child were trying to reset is solid blue right now.
29:00
Speaker 1
OK, now uh fer the new parent node. I'd like you to do a five phase message, sir. Okay? Um, like one, two, three, four, five, sir. same rhythm earlier. OK. Is one of the um child nodes right now blinking or not yet?
30:00
Speaker 2
solid blue as well. and the parent node is blue. Well it's blinking. Now it just went to white. OK. It's blinking White now the parent.
30:00
Speaker 1
By the way, while waiting for that, is there a laptop or a desktop that we can use here? Okay. [silence] we're going to wait for two minutes there, okay? [silence] Still blinking white. [silence] now we're going to change the physical connection later, okay? [silence] now, um, [silence] from the modem, you said the cable is connected to port number four, right?
31:00
Speaker 2
There, it's still blinking white. I wonder why they waited to send this out today. Yes, it'll blink in white.
32:00
Speaker 1
Now, after two minutes and still the parent node is blinking white, I'm going to ask you to disconnect the cable from port number four and connect it to port number one. The reason I'm asking you that because, um, there are some internet service providers that they disable two, three, and four. Only, um, port number one is enabled, but I'm not saying all of them, okay? This that is my best practice. Anyway, going back to the parent node, is it still blinking white? All right. Uh, let's disconnect the cable from port number four, connect it to port number one, sir. So the parent data is back to solid blue you mean okay Stay on port number one going back to the parent note is it still blinking white All right let's reset the new parent node sir Just like how you're reset it earlier
33:00
Speaker 2
Okay, the support number one, which is blue. [silence] No, no, no. The is actually, there are five ports on the back of my device here. One is blue, which is number one, three are yellow, and one is red, which is ONT. It is. [silence]
34:00
Speaker 1
no, no, no, no. The long press her. Press and hold. The light will be off. Then let go of the reset button. Yes, thank you, sir. And we're gonna wait for two minutes, okay. Now, the original parent node, sir, how far is it to the new parent node? Right next to it. Are they far away? Three feet? Uh, the original parent to the new.
35:00
Speaker 2
Okay. Okay, solid blue, so I let go. The original parent to the and to the new parent,
35:00
Speaker 1
Okay, the parent node, sir. Okay. Okay. But the parent node is what color, sir? All right, well, I find it strains because you didn't do a 5-press pairing method to the new parent node, we just switch cables and then we...
36:00
Speaker 2
It's about four feet. And actually, two of the child nodes are blinking now. Um, well. Yes. The original parent node is not blinking, though. The parent node is still blinking blue. I did that. Yeah. One's blinking white, one's blinking red. And the original parent is still solid blue. So. They don't mean.
36:00
Speaker 1
paired node is blinking blue. [silence] Still blinking blue on the pawn node there? We'll just wait one minute more. Okay. And the child nodes.
37:00
Speaker 2
anything I guess if we get the other then we can try that. It's actually getting blue the parent is still blinking blue. Yes. Okay. Now it's solid blue. [silence] The original parent child on.
37:00
Speaker 1
all right, let's reset those style nodes again, sir. you know, I'll wait for the solid blue and let go. they shouldn't be, you know, um blinking if the parent node is solid blue, sir. okay, let's reset them again, all of them.
38:00
Speaker 2
now it is 2 solid blue 1 still blinking red. 1 is showing a solid white.
38:00
Speaker 1
I- uh- all of them? The last one you mean?
40:00
Speaker 2
Taking a long time. Now, I just finished resetting one. It's taking a long time to reset. So I've just finished one, I'm working on the second one now. pair still solid blue. Okay. two nodes are blinking, Lou. Yes. Uh, but two of them are now blinking blue.
40:00
Speaker 1
Okay, go back to the New Pair node here. The new Pair node, I mean.
42:00
Speaker 2
which is already showing a solid blue. The reason my parent gets to blue real quick. I wonder if it's really resetting. And of course, the parent is still solid blue. Okay, all the child's are solid blue now. [silence]
42:00
Speaker 1
other five press method uh we it should be a solid blue sir for the parent note when it's on default setting yep okay we'll wait for the uh two minutes on the parent nose dirt
43:00
Speaker 2
even though it's solid glue okay blinking blinking white blinking blue it's white now and all the thousands are solid gluten
43:00
Speaker 1
which one the parent node or the child note but the parent node is still blinking white so
44:00
Speaker 2
Yeah, it's blinking white now. Parent. Yeah, still blinking white.
44:00
Speaker 1
Blind King. King. Weight. Um, this will let you know what I have observed so far. Okay. This is a new parent node, Sir. And then, um, Somehow the parent node is not behaving correctly. Even the original parent node. Okay. Um, is it possible that you can plug the parent node to a main power outlet, Sir? A main power outlet, not a power strip? [silence] uh hello. Okay, uh just to let you know, uh why I we are asking this or why am I asking this? I'm not blaming your color stripster, but so far, um the node is not um behaving correctly and it it takes a while for it to reboot. So it might be it's not getting uh the enough power that it needed. So if we can try a different uh main power outlet there and observe the node again and uh let's see if it corrects it.
45:00
Speaker 2
uh i'm checking but if i i only have two outlets on this window i mean on this side right here where it is if i unplug one of those i'm probably unplugging four other devices um let me see um
46:00
Speaker 1
Okay, we tried a main power outlet.
47:00
Speaker 2
Okay, I changed it. [ silence ] That one. Okay, it's blinking blue now, the original parent. Now I try to, It has a different strip that only has the one thing two things plugged into it. It's blinking white now blinking red. Yeah, now it looks like a solid red.
47:00
Speaker 1
[silence] Still red right now. Reset the parent node against it. The new parent note. [silence] Okay! It's solid blue right, or still flickered or. still um blinking blue sir? [silence] Okay. [silence] I'd like you to disconnect [silence] the ethernet cable at the back of that uh new Phenom 4 sir. [silence] All right can uh is there a laptop or a desktop that we can wire to the modem sir?
49:00
Speaker 2
Still flickering a little bit. Okay. Now it's probably. Solid blue now and I released it. Disconnect it now.
50:00
Speaker 1
I we are checking the modem right now. We tried two ports at the back of it, port number four and one. Um I want to know if there's internet to the or one of those ports sir. [silence]
51:00
Speaker 2
let me see if i can get onto this computer i don't usually use this one [silence] Okay, I see my user still see that. Oh, this computer does not have an ethernet. I'm trying to get signed on, my adapter.
51:00
Speaker 1
So, uh, this is a laptop, sir, or a desktop?
53:00
Speaker 2
speech.
53:00
Speaker 1
I'm sorry, let me change my question, so the laptop, is that a Windows 11, 10 or it's a Mac? Windows 10, it's okay. Now, the Wi-Fi is off. All right, now, can you check if you're able to go online using the wire adapter to port number one of the modem, sir? Just try any website. You are. All right, let's check the IP address, sir. Okay. Can we click on the Windows logo? And then go to settings.
54:00
Speaker 2
I'm sorry, I can't help but notice that the audio isn't clear, and there seems to be just some silence there.
54:00
Speaker 1
did you find 10? no no no windows logos here the four white boxes on the lower on the front lower left uh if your start button is on the top uh that could be the start button i'm not seeing your computer there are windows that you can click the start button and
55:00
Speaker 2
Click on the Windows logo. At the bottom. So, copy link. There's open link, and new tabs, save link, copy link. On the bottom, not the ones at the top. [silence] Yeah.
55:00
Speaker 1
When you click on the upper left, sir, is that an Apple symbol? Or is it just four white boxes? Uh, do you have, okay, let's go to settings, sir. Oh, I'll just need to, okay. Do you have there network and internet? Or, um, network and sharing? Or, um... knowing, okay. Oh. Do you see there Wireless Network Connection, sir? So, when you look at that wireless, how many bars?
56:00
Speaker 2
so what do I need to go there to see VIT? this is for white boxes, but it pulls up saw naps mobility power event and and on and on settings tasked manager. Yes, it shows ethernet 3 is connected network and ethernet. Yeah, all I want is an internet. [ silence ]
56:00
Speaker 1
go to network and internet. All right, click on Ethernet. uh, go to Ethernet. uh, did you click Ethernet? UH yes sir, what is the IP address?
57:00
Speaker 2
Yeah, ethernet, VPN, mobile, airplane. Public network, data connection, IP assignment. IP address. IP address. Yes, ethernet. It gives me under ethernet. It's public network. Then it gets into IP assignment, DNS server, then it goes to IP. IP assignment. It asks me to edit that. It doesn't show it.
57:00
Speaker 1
All right, we're going to go to a different route okay? Because uh I think you're not in the right page. Um uh after clicking the Ethernet uh do you have there on the upper part like uh search field? No, no, no, there's uh do you have a search bar on the top or after clicking Ethernet again? Okay, I'd like you to type there control panel two words.
58:00
Speaker 2
{[silence]} specific. I got a mac address. I'm gonna drop it. So we'll go back out of network. Go into net. I'm gonna go back into Ethiner again. Nup. go to build up Ethiner. Again, it pulls up network profile type, public or private. And then authentication. Find the setting.
58:00
Speaker 1
Okay, uh click on network and internet. Click on network. And sharing center, that one. And then on the upper left, you have their change adapter settings. And then do you have their ethernet as an option sir? Or maybe local area connection icon? Okay, uh did you click chain the adapter? [silence]
59:00
Speaker 2
Yeah, it just brings up the the screen with system security, network and internet. Hard way, or program user accounts. Network and sharing center, internet options. Yup. Uh the only options are under the change adapter change adapter settings change advanced sharing settings. and then media streaming options.
59:00
Speaker 1
there are settings there, okay, and then do you have the local area connection icon, okay, I'd like you to hover the mouse to it and then do a right click and then left click on the details button. Okay, do a right click again, sir, there should be an option there. I think um, I'll read the mouse to it. Do a right click.
60:00
Speaker 2
Nope. Okay. It chose me. Ethernet three. You just asked me to... Well, it says properties. So, it says disable status, diagnosis, grid connection, create shortcut, rename properties.
60:00
Speaker 1
uh can we point the mouse from a different direction and then hover back to the Ethernet 3 and do a right click sir? [silence] Oh okay left click on status. left click on status. [silence] Do you have their uh details button? Okay can I have the IPv4 address?
61:00
Speaker 2
that's what I'm doing and that's what it's bringing up disable status diagnose bridge connections create shortcut rename or properties okay it gives me Ip connectivity and details or properties details button it pulls up all of the Ip
61:00
Speaker 1
IPV4 192.168.1.209, you said? And below that is subnet mask, right? And below subnet mask is the IPv4 default gateway. What is the number, sir? 254, okay? All right, let's disconnect the computer. Connect the new parent node back to the modem, sir.
62:00
Speaker 2
nineteen eighty one two one six eight one two seven nineteen same to nine two nine two five four. [silence]
62:00
Speaker 1
okay, now, uh there's one information that I need. after, uh the default gateway. uh can I have the MAC address or? on your computer screen. is on the very it. you gave me the IPv4 address, you can't miss it, it's on the top. Uh, I'm sorry, after Frank Charlie after that.
63:00
Speaker 2
798-98-Frank Frank Charles, dash, eight four dash Edward six Oh, dash, dash, Sorry, dash, dash, dash, dash Edward six dash 37.
63:00
Speaker 1
[silence]Lamarita is back. 98 Frank Charlie 84 Edward 637 75. All right. Now uh yeah uh is the uh new parent node connected to the modem now? All right. Now we're going to do a uh complete power cycle. I just want to make sure that we're not going to be disconnected from the call. Now if I'm going to ask you to unplug the power cord of the modem sir from AT&T are we going to be disconnected from the call? Okay. Now my other question is um
64:00
Speaker 2
that's seven five. Yes. It is connected to a solid blue. Uh, I don't know. Shouldn't believe I reckon.
64:00
Speaker 1
the power adapter of the AT&T modem and the parent node are the same, or they're separate. Sir. Yes, sir. Are they plugged into the same power strip or different? They are now. Okay. [silence]
65:00
Speaker 2
you mean are they plugged into the same power strip? I'll have to look and see now. let's see.. they are now, yes they were not before yet.
65:00
Speaker 1
Let me go back to my other question. If I'm going to ask you to unplug the power cord of the modem, sorry. Are we going to be disconnected from the call? Okay. Okay. Let me give you the instruction first. Okay? This is called complete power cycle. Since the parent node and mode have the same power outlet, I'd like you to do this later. Okay? Now, you're going to unplug, okay, uh the power adapter of the parent node at the same time the power adapter of the modem. If if we get disconnected, I mean if we don't get disconnected, that's good. If ever we are, while they're both unplugged, replug the parent node's parent nodes, uh power adapter.
66:00
Speaker 2
I don't know if I can answer that. Uhm I mean I have five JiM, but if it's Wi-Fi it should switch over but...
66:00
Speaker 1
Unplug both of them there. Uh, plug back the parent first and then to be followed right away by the modem.
67:00
Speaker 2
Okay. So, so, plug both of them, plug the modem back in first or the router, it doesn't matter. The deep pro, you're just, you're just fortunate that I can shut this down now because otherwise, I couldn't shut it down. Let me see here.
67:00
Speaker 1
I'm with you, sir. So, um, that means we, we're not disconnected. [silence] So, you replug first the port note and replug the power adapter of the modem. Okay. Mm-hmm. So, we have a confirmation that your modem is working fine, sir. Okay? Somehow the, the note, um,
68:00
Speaker 2
It's still with me. You still with me. okay. Yeah. I plugged in to plug in course it'll take a while for them to regenerate itself. I guess. Yes. [silence] plant node is blue motor is still cycling
68:00
Speaker 1
I'm still here, sir, yes? The the modem, is it still rebooting? Okay? And then we're not gonna do the five press method again, Michael, okay? We're gonna turn on the Wi Fi, unplug first all the child nodes there.
70:00
Speaker 2
Still there. [silence] Okay. Looks like I have a solid light now. [silence] That's good. Okay.
70:00
Speaker 1
All right, then, uh, let's turn on the Wi-Fi of your laptop. Hello, sir. Is the Wi-Fi now on? Can- can you find there a name that says velop setup something,
71:00
Speaker 2
Well, unplug. Right there. Yes. Done. It is. No. Yeah.
71:00
Speaker 1
Let's connect to it. Yes sir you're right.
72:00
Speaker 2
we need the password it's off to back I guess. OK. Put in that password in So the password isn't correct. Let me see. that up D42. T m. It's in all lowercase. G R A C K R A J C R A J.
72:00
Speaker 1
okay, now, uh, it says here, connected, and, do, you, see, that tiny, button there, like, uh, uh, not button, but a, circle with an exclamation symbol? uh, no, you didn't see it, uh, we're going to go the long way. can we, uh, click on the Windows Logo? let's check the IP address first there.
74:00
Speaker 2
okay it says connected on the uh parent node. oh I see the setup properties. yeah um
74:00
Speaker 1
uh, what do you have there? OK. We're just looking for the IP address there. So that we can configure. Can we click on the Windows logo? Um, yep, could. Yeah, go to settings. And then go to network and Internet. And then go to Wi-Fi.
75:00
Speaker 2
Let me go back. So, it says Wi-Fi setup D4. Okay, where you want me to go into windows logo? Okay, where you want me to go into windows logo? Control. Hang on. It's not too many things open. It's not responding. Let's see here.
75:00
Speaker 1
All right and go to change adapter settings and then hover the mouse to it. Right click the the status left click on status. [silence] Detail.
76:00
Speaker 2
network and sharing center okay I'm in network and sharing center now okay showing Wi-Fi build uh-huh uh details
76:00
Speaker 1
ands and can I have the IP BF then that what sorry? alright and uh how about the uh default gateway? okay we'll use that IP address. Open up a browser. and type that one on the address bar.
77:00
Speaker 2
Well, it shows me a... Okay. IPv4 address. 10 point 69 dot 1 dot 185. Six 9 dot 1 dot 185. 10 dot 69 dot 1 dot 1. Hang on. It's going crazy here. [silence]
77:00
Speaker 1
Okay, what do you have there? Did you open the browser first?
78:00
Speaker 2
okay do. Something must be sticking because it's just randomly entering characters. Okay. Well you want me to enter something here, but it won't let me enter it. It just uh starts. Yeah, I opened the browser. I'm in in my uh uh let me just go back out of it altogether. Um,
78:00
Speaker 1
Okay. Where- uh, what about- all of you are using- okay. Where did you type this one on Google? Is it on the search bar or in the address bar? Uh, I mean the URL, sir. The address bar where you type the number 10.069.1.1. Where did- where does it- where is the field?
79:00
Speaker 2
I'll do Google and see what happened to this. Yeah, whenever I click on the enter it just starts spitting characters. I use Google and um, the Microsoft one. I mean, I just clicked on my Google Chrome at the, it's highlighted, got it pinned at the bottom of my screen. That's what I'm saying, when I, when, when I go to type, I don't know if there's nothing on your end, but yeah, that, that browser has like.
79:00
Speaker 1
Oh, it's the keyboard. Maybe your keyboard's, um, something's wrong with the dot. Do you have an extra Ethernet cable sir?
80:00
Speaker 2
Anytime I go to the field to type in the URL, it just starts running periods and it won't stop. I don't know what it's doing. Yeah, no. Okay. So. I've tried it. So you want me to type in ten?
80:00
Speaker 1
Yes, 10.69.1.1. [silence] Hello? Uh 69.1
81:00
Speaker 2
Ken. Yeah, I'm here. Let me see. We have a keyboard. We don't use that. 10.69.
81:00
Speaker 1
1.1. Okay, uh, hold on. Uh, let's go a different route, sir. Uh, do you have an extra Ethernet cable? Because um, let's now wire your computer to the parent router.
82:00
Speaker 2
pip address lookup to router login admin html. address. okay. amen I didn't add me. Nick. 10 I typed in 10 comma. I do has go fine it but okay. So it's not go cable digging. I telling you. Four hours out of my day is this rough.
82:00
Speaker 1
[silence] [sigh] Ugh. This next point. There is an extra port there.
83:00
Speaker 2
It's going it's longer than I shall we'll see okay where you wanna go with the cable yes where do you wanna go with the cable? [silence]
83:00
Speaker 1
Yes, sir. And then connect, uh, turn on the wi-fi of the laptop and connect the laptop to the wi-fi to the AT&T server.
84:00
Speaker 2
All right. All right. All right. All right. [silence] Yes, screen went off. [silence] Too late.
84:00
Speaker 1
Are we connected today, TNT sir? Hi.
87:00
Speaker 2
I want to get back to the control panel there so I can see those things. But why is the monitor not functioning?
88:00
Speaker 1
Hello, sir? Yep. Are you connected to the internet?
89:00
Speaker 2
[silence] Okay. What am I trying to do now? I think I may have gotten it back here. So, the parent is plugged into the computer via Ethernet. Hello? Hello? Yes.
89:00
Speaker 1
All right. Now, we wire the laptop to the parent node and I think that's done. And then, uh, we are gonna use your laptop Wi-Fi capability to connect it to the ATLAN management or AT&T Network Server. All right. Now, uh, I'm trying to check this further because, uh, is it okay if I do remote access in that computer, sir, so that I can check the the parent node property. All right. Now, uh, can we go to your browser? And then, um, http: slash slash 192.168.100.252:8080 is the IP address access. I am having some issues accessing it. Despite it saying it's still connecting, I'm not able to pop and see the login page. Sir, maybe your laptop doesn't have internet connection yet because we still haven't establish an internet connection to the laptop. Okay. Now, let's do the WPS on the router. Can you turn off the laptop and then turn it back on? Let's turn on the Wi-Fi on the laptop? And then click the WPS on the router. On the CPE, all right, on the repeater, not on the laptop or router.
90:00
Speaker 2
So, what, what, what, what, what, what is the last instruction you tried to give me? I, I, I, I think, if you got everything back now, so I don't remember what I'm supposed to be doing. Yep. Yes. So, yeah, I connected to my AT&T 5G. Yes. [silence] your drawing did you say? drawing the do what? join, okay. but you said drawing, join that.
90:00
Speaker 1
[silence] Okay. Uh, join. Dot it's Hoho. I'm going to spell out the Hoho. Z for uh it's going to be uh 437 and then uh 0 62 248
92:00
Speaker 2
So is it join.z or just joinz dot com? I got it. Right. OK. I just didn't know if there was a dot in there, or not. OK. Session ID. Mhm. OK. Name. My name.
92:00
Speaker 1
That will be your name, sir. Uh, yes, sir. And, uh, click Join and go to your Downloads folder. Look for the Z connect software. Click it. Just click it. All right, let me just check real quick.
93:00
Speaker 2
Your name? You're in the Philippines, huh any value yep maybe well up
93:00
Speaker 1
That's it, right? Can we... Can you double check, sir? Ketumpangan the life bypasses, is this correct? Query one. So SQI O RQL1, okay, we're gonna proceed to the next screen. And can I power on the three child nodes here?
95:00
Speaker 2
got a new router password, but this is just for the network, right? I'm guessing that's correct. yes I'm probably gonna get a problem. you can they're all back there.
96:00
Speaker 1
All right. Um, hello? All right now um actually we're almost done here, okay? I'm just waiting for the three child nodes to have a solid blue. Um, [ silence ] [silence]
97:00
Speaker 2
[silence] You're blinking. [silence] Two are now blinking red. [silence] You're really fine. [silence]
99:00
Speaker 1
is waiting for now, I I have an option here to click add child note. How come? Let's reset those child nodes that are blinking red sir. The long press, waiting for the solid blue and let go of the reset button.
100:00
Speaker 2
Yeah. Okay. Well, I'd say, one is solid blue and two are blinking red.Mmm. with the right. But I mean, I don't know what you're asking for.
100:00
Speaker 1
uh when you say blinking blue okay uh Michael uh they're solid blue or blinking blue? Okay, all right. So the other the other node is just solid blue, right? Oh, you okay, good. All right. while waiting for them to have a solid blue I'm going to show you something on your computer, okay? Now, um,
102:00
Speaker 2
Okay. You're all blue now. Well, blinking blue. Blinking, blinking blue. I reset them all. So, they're all blinking blue. They're all blinking blue. Uh-huh. Oh, they're all blue. Uh-huh.
102:00
Speaker 1
That the name, if you look at the parent node right now, I'm pretty sure that's a solid white, right? All right. It means it's getting the uh the internet connection right now. And uh you can see your wife my name is here. Neve. All right. Anyway, um the two child nodes, um, are they still solid bluster? I mean, blinking blue? All of them or just one of them? Okay.
103:00
Speaker 2
It is. they are solid now. two of them are solid. one, one still thinking, I guess it's not blinking. [silence]
103:00
Speaker 1
They're okay, good. Thank you for confirming. We are now adding the childroll. Let me know if one of them is blinking. None of them are blinking, not even one. Okay. I needed to know that because I I need to set the timer.
104:00
Speaker 2
[silence] One signal now, a link at the back in the city, so they're all solid now [silence] Not yet One's blinking now So one's blinking So, one link One's blinking.
104:00
Speaker 1
uh, Michael, let me just check something, okay? uh, uh, can I place you on hold, like, maybe three or five minutes? I'll be right back. Thank you, sir. [silence]
105:00
Speaker 2
[silence] Hi everyone, how are we? Are you okay? Okay. Are you still on the boat? So I'm okay cause I'm going to waste about 50% of my battery.
107:00
Speaker 1
Hi, um, Michael, thank you for patiently waiting.[silence] Going back. Uh, alright, so how many uh, tiles nodes that are solid white right now, sir? Uh, 31 plus 6. Okay.[silence] And, um, yeah, actually, I'm going to disconnect now from your computer, sir, if that's the case. Uh, the next step will be, uh, I'll be asking you to grab all the child nodes and place them back where you want them to be.
110:00
Speaker 2
[silence] All three are solid white right now.
110:00
Speaker 1
I'm sorry, I think you're too far from the floor. I only heard that you are going to bring them from different levels of the house. Am I correct? Okay, all right. [silence] I am We're going to wait, like.
111:00
Speaker 2
okayِ it looks like they're just still blinking right now蓝色闪烁。
114:00
Speaker 1
two minutes every time you power on.
115:00
Speaker 2
Okay, it looks like one is solid white box two, solid white. And
116:00
Speaker 1
So all of them are solid white, sir. All right, well, um, is there, uh, anything else that I can help you today, sir? Hello. Um, eh, if not. His father's interpreting. Um, uh, this notes are should should be good. All right. Is there, uh, anything else, sir? All right. And to know more about the linker product, you can visit Linksys.com/forward-slash-support. And you have a wonderful day, okay? Take care and enjoy.
117:00
Speaker 2
three is solid white
117:00
Speaker 1
Enjoy your internet connections. Bye now.
118:00