V2 Rubric Detail — 645f3db0-6681-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 17:08
Duration
83m 50s
Contact
Prakash Patel
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00133268
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet unable to access UI blank blue screen
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 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
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall76.1% (+40.1)

V2 Grader Summary

The agent conducted thorough troubleshooting on a WHW03 v2 mesh system with persistent solid red LED and no internet, following correct diagnostic steps and using appropriate tools. Despite not resolving the issue, the escalation to Level-2 was justified after exhaustive L1 efforts. Minor procedural deviations, such as an overlong reset instruction, did not undermine the overall technical validity of the interaction.

V1 Case Analysis

Customer reports solid red LED on WHW03 parent node, no internet, unable to access admin page. Agent performed incorrect 30-second reset, used wrong URL (myrouter.com), instructed invalid 5-press reset for WHW03, misidentified magenta as setup-ready. Escalated to Level 2 with callback after failed troubleshooting.

Troubleshooting Steps
  • Verified product model (WHW03) and serial number.
  • Attempted factory reset (30 seconds hold, incorrect for model).
  • Guided customer to connect laptop to default Wi-Fi and open browser.
  • Tried accessing router UI via myrouter.com (incorrect), myrouter.local, and 192.168.1.1.
  • Swapped Ethernet cable between modem’s 2.5 Gbps port and router WAN port, and tried different router LAN ports.
  • Instructed 5-press reset (not applicable to WHW03).
  • Checked LED colors and misinterpreted magenta as valid setup state.
  • Used secondary WHW03v2 node to access UI and run diagnostics.
Key Observations
  • Agent provided multiple materially incorrect technical instructions: 30-second reset (should be ~10 sec), myrouter.com URL (invalid), 5-press reset for WHW03 (unsupported), and misidentified magenta LED as setup-ready.
  • Call featured long silences, poor control, and looping due to lack of structured troubleshooting.
  • Agent escalated appropriately after gathering diagnostic data via secondary node, but fundamental accuracy failures undermined trust and efficiency.
Positive Highlights
  • Collected model and serial number early in the call [03:00], enabling case tracking.
  • Attempted warranty lookup and referenced start date (Feb 24, 2019) [14:00–15:00], showing awareness of support eligibility.
  • Displayed patience and empathy during customer’s physical navigation of hardware [06:00–10:00].
  • Successfully leveraged a secondary WHW03v2 node to access the admin UI and retrieve firmware version [58:00–63:00].
  • Escalated to Level 2 with a clear callback expectation and confirmed contact details [81:00–82:00], ensuring operational continuity.
Agent Errors / Gaps
  • Incorrect reset duration for WHW03: instructed 30-second hold [15:00]; correct is ~10 seconds.
  • Provided invalid admin URL: directed customer to myrouter.com [25:00], which is not a valid Linksys local access point.
  • Instructed 5-press reset method at [53:00], which is not supported on WHW03; this is a feature of LN/MR/MX series, not WHW.
  • Misidentified magenta LED as setup-ready state [50:00]; WHW03 uses solid purple for setup mode, not magenta.
  • Failed to verify admin password or confirm UI accessibility before initiating resets and reconfigurations.
  • Gave confusing and contradictory instructions about Ethernet port usage on both modem and router [39:00–72:00].
  • Incorrectly stated that either port on the WHW03 could be used for WAN [70:00]; only the designated WAN port (typically labeled) should be used.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue was not resolved; the customer's router remained with a solid red LED and no internet access by the end of the call.
R2 Met Diagnostic thoroughness conf 96%
Agent performed comprehensive troubleshooting: power-cycled nodes, reset parent and child nodes, tested different Ethernet cables and ports, accessed router UI, ran ipconfig and ping tests, and attempted 5-press method.
R3 Met Correct resolution path conf 95%
After extensive L1 troubleshooting failed, agent correctly escalated to Level-2 instead of closing the case or dismissing the customer, which is the appropriate path for suspected hardware faults.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified key symptoms (solid red LED, no internet) and gathered relevant data (model, serial, ISP), but did not isolate a definitive root cause before escalation.
T2 Met Appropriate tools / resources used conf 97%
Agent appropriately used tools: laptop's command prompt (ipconfig), ping test, web browser access to myrouter.local, and 5-press method on WHW03 v2 — all aligned with KB procedures.
T3 Partially Met No misinformation conf 91%
Most guidance was accurate, but agent instructed a 30-second reset (KB specifies 10–20 seconds or until LED flash-off sequence), which exceeds documented procedure.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general control and set expectations for escalation, but had multiple long silences, repeated instructions, and occasional confusion in transitions.
C2 Met Confirmed understanding conf 94%
Agent adapted language to customer’s level, confirmed understanding, repeated steps when needed, and used clear, non-technical phrasing throughout.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed thorough troubleshooting, and only escalated after justified effort, honoring the customer's time and persistence.
O2 Met Proactive follow-through conf 96%
Agent clearly communicated next steps: Level-2 callback in 2–3 hours, provided callback number and ticket reference (133268), and confirmed customer had the details.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or hand off.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation occurred after full L1 troubleshooting with no resolution — a valid trigger given the persistent hardware-like symptoms and failed diagnostics.
E2 Met Escalation prep & handoff conf 94%
Agent escalated to correct team (Level-2), provided full context (symptoms, steps taken, firmware version), and informed customer of timeline and contact method.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent demonstrated consistent empathy: thanked customer for patience, apologized for delays, and acknowledged the time investment with sincerity.
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, allowed time for physical tasks, checked in frequently, and adjusted explanations when confusion arose.
X3 Partially Met Overall experience conf 89%
Customer repeated information (e.g., network name, password) and performed redundant resets; agent could have streamlined steps or pre-coordinated actions.
Call Transcript126 turns · 138 lines
Speaker 1
Good afternoon. Good afternoon. Hello? Can you hear me? Uh, hi. Hi. I'm being, been having, um, trouble with my, Linkysh, uh, mesh network for two days now. Um, I have tried resetting the router. I have, uh, reset the primary node. Um, but I still keep getting a solid red light. And, uh, I, I can't figure out what, what, what's wrong. I haven't changed anything.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys technical support. My name is Ellie. How can I help you? Hi, this is Ellie from Linksys technical support. How can I help? Yeah, I can hear you now.
00:00
Speaker 1
Ding. It just dropped out a couple of days ago. I have another Wi-Fi network as well. Well, sorry, my my my uh, what's the correct word? I have a modem, which has a mo uh a Wi-Fi network on it as well. And then I connect the modem to the primary node. Oh, one two, three, four, five. Five. Uh, no, nodes. Are they nodes? What's the difference between a router and a is this Okay, yes. Okay. So, okay. So, I have five of them, yes. [silence]
01:00
Speaker 2
Um-hm. Oh. Hmm. Okay. Just to make sure. So you have five LynxIS routers in total. Yeah. Yeah. So those nodes are actually being called as routers.
01:00
Speaker 1
Yes, correct. Yeah. The others were a child. Yes. Yes. The ISP gave it to me. Yeah, the ISP gave it to me. But nothing has changed in the last three, five years. This has been working all the time. I think there is a problem with the note or the route or. [silence] Sorry, what do you mean? So the router brings in - the modem, sorry. The internet comes in through the the router and then that I connect into the the Linksys uh node. Hmm. No, I think I might have called you before a few years ago. yeah sure so the model is a w-h-w-03 and the serial number is two zero, j for Juliet, one zero, c for Charlie, six three eight three one one nine three.
02:00
Speaker 2
Mm-hmm. Okay. Okay, so how about this one, sir? By the way, is this your first time calling Linksys? Oh. Uh, will you tell me about this one, sir? Can you give me the model number and as well as the serial number of the main or the parent node
03:00
Speaker 1
Correct? Mm-hmm. Sure. Mm-hmm. Uh, over 20 seconds I waited for. So I've looked online as well. So I pressed it. I waited for it to flash red.
04:00
Speaker 2
okay let me just verify it back. That's 20 j for Juliet, 10 c for Charlie, 6 38, 3, 1, 1, 9, 3. Okay. Thank you so much. Let me just go ahead and see if I can pull up some information, uh using this serial number information. All right. Just give me a quick moment. Okay, uh you mentioned, sir that you reset already the router. So how many seconds did did you press and hold the reset button, sir?
04:00
Speaker 1
three times, I think it is, and then stop, and then wait another red, and then something like that. There was a sequence, right, that I needed to follow and make sure that had happened. So it did do that. and right now I've powered it off. I've got it in my hand. It's powered off at the moment. Okay, so let me yeah, I'll need to go around the house and turn them all off. You mean power them off, right? So just power them off by the switch or unplug the power source. Okay. All right. So you'd have to give me a minute because they're all over the house. So, um, let me I'll think that would take
05:00
Speaker 2
No, it's okay. So I'm sorry. Can you turn off first like all of the four child nodes? And let's just focus first on the parent node. Okay. Kindly. Yeah, power them off. You can just easily and close their power source. Okay. And, um, for your convenience as well, sir, because since we are going to [silence]
05:00
Speaker 1
Mm-hmm mm-hmm. Oh, my God. That's going to take me a while. Because the... Okay. Right. So, do, do, right. So, the problem that I have is that, um, all of the nodes have been, I've mounted them on you know, the mounts that you buy for them. They're all mounted on the mounts and so all the power's also like the power cables are all like I can't get all of the power all at the same time. Does that Read.
06:00
Speaker 2
reset up everything since like, you know, you have already perform resetting the parents. So for the set up, that's what we're going to happen. We need to gather them all together on the same place. So after you unplug them, bring them all together on where the parent now is located. Okay, sorry. Are you can just place the phone on the table. and then while you're gathering them. I'll be waiting here, baby. I'll wait for you.
06:00
Speaker 1
Does that make sense? Because they're just like I've got the power like all pinned to the wall, does that make sense? Because they're up on the walls on. And they're all connected wirelessly to the panel. [silence]
07:00
Speaker 2
Oh oh okay so Uh yes sir So all of them are all mounted and uh they are they all connected wirelessly or wired to the parent? Oh okay Cause if that is actually the case sir uh we really need to gather them all together in the same place Not unless um they are connected wired Because they are on that location But for as long as an Ethernet cable is running From the parent directly to this four child node Then we can just easily uh like you know add them via wired connection
07:00
Speaker 1
But I won't be able to to connect them all at the once. Can I do them one at a time? don't all have to be done together, right? So I can use one power cable. Yeah. So I can use one power cable to do like one child, the second child, the third child, the fourth child. Yeah? Does that make sense? So I don't have to have all of them powered at the same time. Yeah? Okay. All right, so then then I can collect them. Um, I'm walking around the house right now. Then I can collect them and then take one power out. I can take the one from one of the spaces and that one shouldn't be a problem. So I've got two, three. And I take the power of this one. Take this. Silence.
08:00
Speaker 2
Yes. wirelessly functioning. So yes, we really need to gather them all together in the same place. yes. Ah, yes, we can do. Definitely do it. Yeah, we can do that. Ah, yes. We can do it one at a time.
08:00
Speaker 1
this is all very very complicated all right so it's one. two uh, I got the third one, I've got the fourth one, and I'll go and get the fifth one. [ silence ] Oh, which one was the main one? Does it matter which one was the main one now? Mixed them up. Uh [ silence ] Oh yeah, I gave you the serial number, right? It had Juli and a Charlie in there. [ silence ] Yeah, what was the one that was the last, what was it? Was it ending 228 one? [ silence ] 1193? Okay. All right, so that's the pair one. Let me keep it separate.
09:00
Speaker 2
It's okay, sir. That's actually pretty normal. yeah the serial number of the main or the parent node the last uh no the last number is 1193. Yes. That's the parent.
10:00
Speaker 1
Okay. The first ones must be, but I did add some new ones, we, for a while ago, as in other, the same are, they are a different version. One or two of them are version two. That's all. The model is the same, but ones of version two. Actually, only one of them. Virgin media. Sure. My first name is Prakeash. That's P R A K E S H. And my surname is Lee Patel. P as in Paul. P A T E L. Yep. We've nothing connected. Or should I connect something into it? Yup. Connect the ethernet. Yes. Okay. [silence]
11:00
Speaker 2
let me just finish creating the record here sir uh by the way sir who is your internet service provider? okay. and can I also please have your first name sir and your last name please? okay thank you so much Mr. Patel. okay Mr. Patel can we turn on the parents please? I would um connect the ethnically cables sir or the internet source of the parents nodes. [silence]
12:00
Speaker 1
Okay. That's fine. That's connected. Uh-huh. Yeah. Many years ago. I can check on Amazon. I bought it off Amazon. It was a long time ago. Yeah. [silence]
14:00
Speaker 2
Okay, so since that, uh, we just turned on the parent node, so that will unlock, uh, actually might going to take for about like, let's say two to three minutes before the boot up process will be completed. And, uh, while waiting for that one, sir, but, uh, Mr. Patel, uh, can you still remember when did you got this router? Okay. Okay. Okay, uh, cuz I actually have some numbers here, but if you will allow me to use this one as a warranty start date of your, um, router, then just, uh, you can just tell me. I mean, you can just agree with that. So what
14:00
Speaker 1
Ooh, okay, maybe. Yeah. I don't. Yeah. No, no, no, no, no, go on. It's solid red. Solid red. Yeah.
15:00
Speaker 2
we actually have on record is february 24 of 2019. Okay. So, um, let me just use this numbers as the warranty start date of your router, sir. as uh, we just really I'm sorry. Okay, sir, can you please uh, tell me what is the LED light that shows on top of okay, it's solid red. Okay. Sir, can you please try to reset again this router. So, press and hold the reset button of this router for 30 seconds.
15:00
Speaker 1
is that about 30 seconds now roughly I don't know. Okay, it's showing us flashing blue, I think. [silence]
16:00
Speaker 2
Ah, yes sir. You can now go ahead and let go of the reset button, sir. Okay.
16:00
Speaker 1
It's constant is back to solid red. Mmm. Uh uh Oh. that can work with an ethernet cable. Hmm. Let me check. One minute. I don't know if it's got any to port on it. I'm going to go another one. No. It doesn't have a uh ethernet port on it. Yeah, I didn't think so. Uh I'm checking my son's laptop one minute. Now his laptop also doesn't have [silence]
17:00
Speaker 2
Sir, do you have a laptop that can that can work with the Ethernet cable. [silence] okay.
18:00
Speaker 1
Uh-huh. Yes. Uh-huh. OK. the internet service
20:00
Speaker 2
Okay, so, Mr. Patel, the reason why I actually asked you if you have a laptop that could work, or that can work with an ethernet cable because just to prepare it because later on, if this parent node will stay solid red, we might need to connect a device directly from the internet source so that we can check like, you know, maybe what is really causing the problem. Like, is it the router? Or is it like the internet service provider itself is not providing an internet? So, that's why
20:00
Speaker 1
Yes provider yeah is providing internet that's for sure because like I said the modem has its own wi-fi as well right and that I'm that's what I'm using right now in the house to go to connect to the internet. Does that make sense? Yeah so there's definitely internet coming through there. Yeah so I'm I have got internet so yeah. [silence] Sorry one minute I'm just turning the laptop on. [silence]
21:00
Speaker 2
okay we we can we go back to the parent node and let's use your available laptop or your own laptop the first laptop that you checked earlier connect this laptop to the default Wi-Fi name of your link system router that should be underscore Bell of Setup it
21:00
Speaker 1
Right. OK, sorry. I've just turned the laptop on uh, and then I want you want me to open up a browser, right? Hello? Oh. Okay, so how do I do that? Yes. Okay. There's one that says develop setup f50 or something like that. 5 F 0. Okay. I'll connect to that. Yeah.
22:00
Speaker 2
Not yet, Sir because the first thing that we need to do is to connect this laptop to the default Wi-Fi name of your Linksys router. Please go to the settings of your laptop and then look for Wi-Fi.You have to click that Wi-Fi button and then you have to click this. All Wi-Fi. All right. You have to click on your Wi-Fi right there. So you have to the link up there. Click and type your password and the lights is se-back that is just your password, right? P on the left side, W in the center and L on the right side.
22:00
Speaker 1
It does, yes? mm-hmm Ah, okay. I took a photo of that one minute earlier Mac address and then password. Okay. Right. So, let's go to that. So I'm just checking a password. Okay. It says, erifying internet connection. It says, unknown media type. Okay. Check list. Er, put in the status of thehead me land lan and internet can internet can't can't. Okay. Head me say, uh, and it's well connected. Okay. Okay. Okay.
23:00
Speaker 2
to that network then it should ask him for a password so the password is underneath the parent's
23:00
Speaker 1
No internet secured. No internet secured. Yeah. Yeah. Yes. Mhm. Yes. Mhm. Yeah, i'm connecting. Yes. Mhm.
24:00
Speaker 2
[silence] Okay. [silence] So if the laptop is already connected is okay [silence] It's connected no internet okay. It's okay. Sir even though it doesn't have any internet as of the moment because we just really need to access the router setting of your Linksys so please open a browser and then use this following information that's H P P.
24:00
Speaker 1
[silence] Okay. It says linksys Smart Wi-Fi.com. Okay. Uh uh uh It's still loading. It's still loading the page is still loading. As in sorry the URL changed.
25:00
Speaker 2
Column forward slash forward slash my router.com dot local and then just hit enter yeah, press enter okay. Can you see an option or a sentence that says continue to link to Linksys Smart Wi-Fi or perhaps... Oh, okay. I'm sorry. [silence]
25:00
Speaker 1
it's not it's not actually loading it it says it's switching URLs between dynamic index and dynamic login it's not actually connecting to anything. No. No no it's a it's a blue screen it just and it keeps reloading it's not actually loading the page mm and it flickers flickers between a blue screen and another blue and gray screen. So do you think it's a problem with the node itself? Okay okay yeah. [silence] it's not
26:00
Speaker 2
Whoa, Whoa, okay. So what can you see from your screen? or can you see? Okay, it's a blue screen. Okay. Um, let's not jump to that conclusion just yet, sir. But um, how about we try another uh, URL link? So like how about you try the default one, one, nine, two,
26:00
Speaker 1
192.168.0.1. Yeah, okay. Uh, no. Says this site is not, okay, sorry. Can you say that again for me? 192.168.1.1. Yeah. Yeah. Okay, so now, what's happened? No, same thing. It is. Yeah. Yeah. Yes, correct. [silence]
27:00
Speaker 2
.168, yeah. Yeah, that one, that one. one correct same thing like blue screen flickering to agree and blue. one moment. [silence]
27:00
Speaker 1
You got your why? Yeah. And then, Yeah. Mhm. Uh-huh. Uh-huh. Okay, let me just read that back to you. Http colon forward slash forward slash my router dot local forward slash UI forward slash local forward slash dynamic forward slash index dot HTML. Yes? Okay. Yeah, same thing. Mhm. [silence]
28:00
Speaker 2
[silence] [music]
29:00
Speaker 1
I was genie no it's a window it's a Windows laptop yeah Windows 11 yes okay com on prompt yeah okay yeah yeah that's fine in the command prompt IP uh-huh slash all yeah okay. Right okay so I do this type of thing at work so uh what is it that you're looking for no as in I've had to use ipconfig for people to
30:00
Speaker 2
Okay, it's a Windows laptop. Uh, sir, can we tap on the search or- or on the magnifying glass at the task bar of your laptop? And then type in cmd. Yeah. So, just press ENTER and then a command prompt tab will appear. Okay, so type, okay, type in, ya, IP config slash all. Yeah. Oh. Yeah, um, yep.
30:00
Speaker 1
So, so, so, what is it that you're looking for? Okay, I P F W H address. Yeah, okay. It's 192.168.1.117 and then it says preferred. DHCP. Yes, it is, it is. Yes. Yeah, yeah, it is. Yep. Mhm. And then put the IP address in. [silence]
31:00
Speaker 2
We're looking for IPV4 address. Sure. Okay. Yeah so we just need that one. And can you also please confirm if your DHCP is enabled? Yeah DHCP. Okay. That's the fourth one. Okay. Okay sir can we go back to your browser please? Um no. Not the exact IP address. But let's use [ silence]
31:00
Speaker 1
[silence] Mhm. Yeah. Mhm. Yep. [silence] Yeah, I'll wait up. [silence] [silence] [silence] No, so the same thing is happening but I'm not getting the the screen now. It's just loading, failing, you know, the blue screens. I'm not getting the blue screens now. It's just trying to load and then failing, trying to load and failing. This site cannot be reached. 192 um, wait.
32:00
Speaker 2
HTTP colon forward slash forward slash [silence] one nine two dot one 68 dot one, dot one one seven. Okay. And then just hit enter, sir. Oh, what? Uh-huh.
32:00
Speaker 1
Yeah, so it's it's just doing the same thing as in it's attempting to load, get the loading spinner in the left hand corner and then it just uh doesn't load. Mhm. Can I try maybe with with the one of the the child nodes and plug that in to see if that one connects? Okay.
33:00
Speaker 2
and then it just stops and then oh okay give I yeah that is actually the next thing that we actually have to try like you know um because what we are going to do next this will not gonna work sir so what will going to happen here is that we are going to remove the existing parent and make this as a child node so
33:00
Speaker 1
Okay, okay, let me do that. I've just plugged that all back together. Let's see what happens. Mm hmm. [silence]
34:00
Speaker 2
So, uh, did you use one of the child nodes, sir? Okay.
34:00
Speaker 1
So I'm waiting for it to power up now. Right, so now this one is just flashing red. Because it was a child node before, right? And it's not connected, that's what it means right? Yes.
35:00
Speaker 2
Okay. Yes, so this, yes, it's not connected, because it was still looking for the parent nodes connection. So what you are going to do here, since we are going to make this child node as a parent, reset this child,
35:00
Speaker 1
Okay, so how long for 30 seconds again? Okay. One second. So awkward to make sure you keep it. Okay. So it's done three blips first of all. He's gone dead now. The LED is off. One, two, three. Now it's gone solid blue. Should I release it now? Is it okay? Are you you need to hold it longer? Right. And then again, you're going to need me to connect it on the laptop. [silence] Well, you haven't pressed nothing yet, so.
36:00
Speaker 2
no sir let's do it for only 20 right now sir you can now let go the reset button
36:00
Speaker 1
Okay, so that is Okay. Madd, yeah, it's not come up yet. the set it hasn't the set up um network hasn't come up yet. Okay. Sorry, what was your name? Ellie. And where about are you Ellie? So where in the world are you Ellie? Ah, you're in the Philippines. Okay. Oh, so you're working a night shift. Mhm. [silence]
37:00
Speaker 2
Yes, sir. But let's not do it right away, because the, this router is still actually trying to boot up still. So let's just wait for it. Oh, okay, so let's just wait for it. Oh, at least at least at least at least. Oh, Sorry, I'm in the Philippines, sir. Yeah. Correct. It's actually um one in the morning already.
37:00
Speaker 1
[silence] time do you start and finish? ooh. Oh, wow. Okay. Yeah, proper Night Shepherd. Okay. So, it's gone to solid red again. Yeah. Yeah. Mhm. No, it's red. Yeah, yeah. It's not it's not the purple. I've seen the purple sometimes. um, let me try a different ethernet cable because, uh, I can't believe that the ethernet ethernet cable would have stopped it from working, but I will try a new I have a brand new one. So I'm going to try that one as well now. Uh, but.
38:00
Speaker 2
my my shift actually starts at 10:00 p.m. and it ends on 7:00 a.m. in the morning it's going to solid red again right like right right right after the reset um this solid red sir. Can you tell me like is it really a solid red or something like um purple or maybe magenta. It's really red um I guess sir. Oh okay. [silence]
38:00
Speaker 1
Let's try that, because this child, if it's been reset now, then it should... Does it matter? It shouldn't matter which one, there is a gigabit port on my modem and then there is a normal port. It doesn't matter which one it goes to, right? Which one that comes out of the modem? That should make a difference, right? There is a 2.5 GHz one and there are three normal ones. So does it? Uh, VM, it's got the password. Uh, it's just...
39:00
Speaker 2
Yes, it should gone to purple instead of red. Are you where you using the 2.5 gigahertz port or is it available? Sir, I'm actually kind of curious, I'm actually kind of curious about your modem. Can you give me the can you see any model number information about this modem?
39:00
Speaker 1
just WPS scanner thing let's see the model let's see on the underside oh yeah there is a model alright okay so it's a hub 5 you want the model of it okay it's F for fox shot 3896 LG for golf Vice Mike Bravo. Mhm. And I'll put it in the gigabit port yeah the 2.5 gigabit. Okay right so now I have a fresh cable plugged in taking the old one out
40:00
Speaker 2
Yes, sir. Okay, thank you so much. So yeah, you can go ahead and use your spare Ethernet cable. And then try it. Yes, sir, you can absolutely put it there.
40:00
Speaker 1
And I'm waiting for it to load up. And I have reset the modem twice three times today already. So so cuz like, I think what every time you reset it, I was following the app instructions and it says I'll wait three minutes before you power it back up so that way you get a new IP address, right? Oh, that's what your Linksys app was telling me to do. So I tried that three times before I called you as well. Ok, so it's still flashing blue.
41:00
Speaker 2
Oh, okay. Because... Yeah, [silence] okay. [silence]
41:00
Speaker 1
where is it [silence] located what do you mean sorry [silence] [laugh], uh, no, no, it was it it it was in the 2.5. It was in the 2.5 as well. Okay, uh, this is reset now and still solid red. [silence] Yeah [silence] that's a this is a brand new ethernet cable now and there is definitely internet coming into the house. I can I'm going to even do a speed test on the internet. One minute. Let's go and do that on my phone.
42:00
Speaker 2
Earlier, sir, because before everything did happen, where is the Ethernet port located by the way? [silence] I mean, where where is it plugged in? [silence] Earlier. Before you put it into the 2.5 gigabit. Okay. Okay, it's still solid red. Okay. Um... Okay. Okay. Okay. So your phone, sir, is connected right now, directly to this modem or gateway. [silence] Is it?
42:00
Speaker 1
Yes, and at the moment, correct, a wireless connection. And my phone is running at 900 Megabits right now. It's doing the test, right? I'm using the speed test tool. Uh, that's down and up is one 100 Megabits. Through the Wi-Fi from the internet. Yeah. So, there's definitely internet here, right? Mhm. Okay, sure. Thank you. Thank you. Yeah, I'll just go on mute.
43:00
Speaker 2
Okay. Okay. Thank you so much, yeah. So that- yeah, I can also confirm it, because you're getting a result. So, sir, can I put the call on hold for about three to 5 minutes, because I'll be checking my resources, and then I'll get back to you, okay? Okay, thank you so much, as well. Please stay on the line. Okay. Sorry to Hello sir I think you so much by the way for patiently waiting on the line So I did actually
43:00
Speaker 1
Uh huh. Yeah, okay. One minute. Um, I've just changed it, sorry, whilst I was waiting for you, I thought let me just try the, cause I've got, you know I said I had one that was a version two. So I thought, okay, let me try that version two one. So I've just reset it. Um, cause it was in the flashing red. So I'll wait for it to to come back and then hopefully I can connect to it. So if you just uh wait one minute or so, or two minutes, however long it takes.
48:00
Speaker 2
So, um sir, can you try reconnecting your laptop to the network name of this child node? Okay. Oh yeah.
48:00
Speaker 1
OK, so it's still flashing. Blue. So, um, let's see what happens. [silence] Still not come. Come on. Oh, there this one is now Magenta, it's solid Magenta now.
49:00
Speaker 2
Okay, the version to. Okay, um, can you first try to make sure that um, we can connect the laptop to its um, default Wi Fi name? Can you check underneath the, this, um version two router, the, the default Wi Fi name, sir? It should be val Op Setup or underscore Vel Op Setup, and then the last three or four digits of its Mac address.
50:00
Speaker 1
right so let's take a photo. focus stupid camera okay so I've taken a photo of it should I better use the app now maybe well no right so okay I've got the the details so I've got this name and I've got the password for it But when I go to the Wi-Fi, it's not coming up on the list, like before. Oh, no. It's come now. No, no, no. It's up. It's up. It's come. Right. Okay. Yeah. So right now, let me just use the password. Okay. Just wait for it to connect. Oh, damn it. I've pressed the wrong button. Sorry. One minute. Turned it off by accident.
51:00
Speaker 2
Okay. Okay. Can you turn off the Wi-Fi. Connaction of your laptop and then Okay. It's up.
52:00
Speaker 1
connect there's no internet so now go into the browser and what was it he said h T T p my router uh oh okay okay okay press your five button so one two three
53:00
Speaker 2
let's not yet go to the browser. Yeah, because uh, what i actually want you to do now, since um this WHW03 version 2, turns out to show magenta color, which actually means like it's ready for setup. Um, sir, can you press the reset button again, of this, um, version 2 router, but press the reset button five times. So that's press, release, press, release, for five times. Not too fast, not too slow, sir.
53:00
Speaker 1
four, five. Okay. Then it flashed and now it's gone solid. Oh no, it's flashing white now. Mm-hmm. Okay. [silence]
54:00
Speaker 2
Yeah. So that process may take for like two to three minutes. So let's give it some time. OK. And then let me know if there is some changes on its LED light.
54:00
Speaker 1
[silence] Okay, now it's flashing red. Okay.
55:00
Speaker 2
It's okay. So I'll just give it some time. Okay. Flashing led. Let's give it some more time, sir. [silence] It's alright. Let's just give it a few more [nois]
55:00
Speaker 1
Yes. Yeah, it's disconnected from that network though. Should I reconnect it? OK. Yup. Uh, I'll wait for it to connect. Yeah, no, internet connection. Sorry about that OK. Then go to M. M. O. In, my local. Oh. Yeah. Yeah. OK. [silence]
56:00
Speaker 2
Okay, so is it still pulsing red? okay. Um, sir since the laptop is already connected. Can we open a browser again? Ah, yes sir. Reconnect the laptop to the version two network. Okay. Um go to your browser. Okay. And then, Oh. Yes, let's go to my router.local. So http://my router.local. Click on continue. Yes. Advanced user. How about you try using the word admin. A B M I N. All lowercase. [silence]
56:00
Speaker 1
Okay, yep, we're now we're getting somewhere. Finally somewhere. It's not working yet, but we're finally somewhere. Right, okay. So now I've got smart Wi-Fi tools. I've got a device list. I've got device settings. I've got a dashboard basically. Yep. Okay, yes. And Click on report. Yep. Okay. Yes. Uh huh. Uh huh. And.
58:00
Speaker 2
okay, okay, okay, okay, o that's actual, perfect, so sir, can you tap on troublesho, okay, and then under status, click on repair, okay, so another tab will appear, so sir, please connect, i mean scroll down at the very bottom, try to check if you can uh see an x mark under internet connection type, oh, the threaded game, okay, okay, okay, oh okay, oh okay.
58:00
Speaker 1
No, there isn't. No. So we're under ports, right? It's got ports and then it's got a three column table uh with internet and both of them are empty. Diagnostics. Uh-huh. Uh-huh, there is none. It says IPV4.
59:00
Speaker 2
net on the third column. the's under 10 GBPS. uh, okay sir, still under troubleshooting storm, uh, click on the second tab storm, which is a diagnostics. Yeah. and then after that Warn sir, pay attention the right side, you should be seeing Internet address.
59:00
Speaker 1
mhm, mhm mm-mm google.com and then it says number to ping five, shall I start to ping? mhm, okay, ping bad address google.com now the route has started flashing, yeah or was it was it pulsating before it was yeah
61:00
Speaker 2
sides there is ping IPv four okay tap on the box and then type in Google.com yes sir the just leave after five yeah and then click directly to start the thing to ping push in fork pulsing okay as at can you
61:00
Speaker 1
So I should close the ping right? Yeah, close the ping yeah and then go to the the settings on the left hand side. Connectivity the cog right? And it says connectivity. Yeah. Okay, so now I'm on connectivity. It says, cannot can't reach the update server right now. Please try again later.
62:00
Speaker 2
Okay. Uh, since right now, we are under, uh, troubleshooting. Just, uh, hover the cursor of your mouse to the gear-like icon that's on top of troubleshooting, and then just hit it. Um, is it still pinging? Uh, yes, sir. Close the ping. Yes. Yes, click on the... Yes. Yes. Yes, sir. Okay, on the right. Okay, on the right side, sir, can you see firmware information or firmware update? Okay. Okay. Uh, sir, can you see the word details that has an arrow facing down?
62:00
Speaker 1
Yet, yeah, yeah. and the the version you want the current version okay, eat, 2 1. Okay, eat. And eat. Wait.
63:00
Speaker 2
okay, click on that uh click on the arrow sir that is facing down uh yes sir i need the current version of this router okay uh give me one moment [silence]
63:00
Speaker 1
And was that recently released and updated? Okay. . Uh-huh.
64:00
Speaker 2
So what we have is 216. Yeah, so what you have is the updated version. I, yes, that was actually the last, April 25th of this year. You develop version 2. Okay. So we have collected all the information that is... So right now, sir, the node, is it still pulsing? Okay, why don't you put me on coll for three to five minutes, then I'll get back to you. Okay, cuz I really need to check on my resources. Okay, thank you so much. Um, hello, sir, sir Patel. I, I guess, thank you so much for, uh, patiently waiting on the line. So, um, I just really also wanna confirm, confirm on something like, um, apart from, or aside from your, our Linksys router, are there any devices that is connected
64:00
Speaker 1
Knob. No. Listen, st-. Yes. I can, yeah. Uh, oh, I don't know, go I, I thought you could use either one. Okay.
70:00
Speaker 2
directly to your gateway. Okay. So, only like the gateway connected with an Ethernet cable directly to your Linksys router. Okay. And so, right now, where-- right now, there's just right now. Sir, where are the the Ethernet cable under the the Linksys router? Can you tell me where did you plug it in? Did you plug in the Ethernet cable that is under the reset, button? yes, you can use either one, sir. But can we try I'm moving it to another available port under the LinkSys router?
70:00
Speaker 1
So I can't remember, give me a second, because whilst you are gone, I reset it. So it's in solid blue right now. So, cause I did, I actually just tried that. I thought, let me try a different port. I tried a different port on the modem, and then I tried a different, now I'm trying, I think I'm trying a different port on the, uh, router. So, let me see what happens. No, it's still flashing red. Yeah, it's flashing red again now. So, right. So now you want me to try to change it? Yeah. Into the modem, the gateway, what do we call it? Into the gigabit one.
71:00
Speaker 2
Oh. Yeah, but right now, sir, okay. Okay. Can you put it back, I think, sir? Because you mentioned earlier that it turned solid blue. So where in which port did you plug in the other end of the Ethernet cable, sir? Okay. In which part of the gateway, sir? Okay, to the gigabit one.
71:00
Speaker 1
2.5 gigs Hmm. At the moment, you know, on the Linksys one, if the ethernet is plugged in right now, right, is on on top of the switch. I can't. Hmm. Can't remember. Cuz I was just just still, yeah, I've tried in both positions. I think I've tried in both positions now.
72:00
Speaker 2
wn't... wnt't the uh router sir? Um yeah. Okay and top of the switch, but marry is it uh plug into the uh reset, I mean at the upper part of the reset button? I'm it's okay. But ah. I Okay. So yeah, try to move the internet cable sir. I try to plug in the internet cable to the any available part of your gateway.
72:00
Speaker 1
any other one okay so take it out of the 2.5 gigabits or yeah okay I'll try that one oh something happened route not found yeah it's still blinking red. it's still blinking red and I've connected it back onto the laptop and it's still blinking red. I'm just waiting for
73:00
Speaker 2
Yes. Any other one? So, after you move the Ethernet cable, so can you notice, or do you notice the light blinking or? how about you forget the network, sir? And then you reconnect it again. But before you do that once, before you forget the network name, sir, can you clear the cash page of this own browser.
73:00
Speaker 1
can clear cache I can keep the history, right? that's clearing it and then close the browser down and then reopen it. Should I forget the network or not forget it?
75:00
Speaker 2
Yes. Forget the network there and then reconnect it again.
75:00
Speaker 1
sorry, I'm just trying to forget the network.
76:00
Speaker 2
OK, so how was it, sir? I mean, just go to the settings of your laptop. Yeah. So then we can forget the network.
76:00
Speaker 1
okay, where do I do that from? So network Wi-Fi? um-hmm. Oh, okay, yeah, and then forget it from there, okay, yeah. Yep, got it, done it. Yep, okay. And then... Yeah, I've done that. Okay. Connect okay, it's also the password and I just need to find that now.
77:00
Speaker 2
let's go to network and Wi-Fi and then look for manage known networks okay uh-huh you should see the net network names okay stop on forgot it it's in the far right corner if you're done it sure let's close that tab and then reconnect the laptop. Okay, again, to the network. Okay.
77:00
Speaker 1
Yep, I am. No. No. No. Mm-hmm. Where's the link?
78:00
Speaker 2
Ah, let me know, sir, K if you are already connected. [ silence ] You're still receiving the same error message? [ silence ]
78:00
Speaker 1
No, I need to go back 'cause I closed the browser, right? So I need to get open up the, the address again, right? Which was, it is now. [silence] yeah, I am. So I've just come back in, so I've logged back in with the admin password.
79:00
Speaker 2
I just need a yeah before we proceed on that Sir I. just want to confirm is the laptop already connected uh it is connected so um do you can you use the other um we have already tried two different um okay, one moment sir Patel. Okay, but yeah, can you try accessing the myrouter.local? [silence]
79:00
Speaker 1
So now, okay. Yeah. Now, so you know at the bottom of the, yeah, so I'm looking at the report, at the report where it says ports, under internet it's still empty, but what it shows is, you know, before underneath that one, there's another table that says one and then it's got 10 and 100 megabits and it's got the one GPS. At the moment, before it was on the one GPS and now the cross is under the 10/the 100 megabits. So it's receiving, so does that mean it's receiving something but no internet, right?
80:00
Speaker 2
Yeah, I'm using the word admin. Okay. Okay. Let me just confirm. So the X mark is not on the, it's not on the one GBPS, but instead the X mark is on the 101001000.
80:00
Speaker 1
음. 음.
81:00
Speaker 2
Oh okay. Yeah, yeah yeah. Yeah. So here's what is going to happen next, sir, okay? Uh so since, um the issue's not actually quite that normal, so I already have consulted our level two technicians about this. So, I will be escalating the call to our level two technicians so that, um they can do or perform an advanced troubleshooting on the router. And just to set up proper expectation,
81:00
Speaker 1
okay
82:00
Speaker 2
Sir, regarding the call back process, because as of the moment, all of them are actually catering calls. So this is just only an estimated time so that we're gonna be two to three hours. But if someone will gonna be available, sir, they will call you back. But is it okay? But what time is it right now, sir, on your--Mr. Patel? Okay. Okay. 11 o'clock. Okay. Thank you so much for that one, sir. So yeah, your best call back number is 444 776 695 and 5 6 and then 9. Okay. So yeah, and also, sir, this--
82:00
Speaker 1
One moment, let me just make a note of it uh in my phone, had a new note and it's Linksys. And it was, sorry, 133268. Okay, 133268. Okay. Thank you very much for your time so far. I appreciate it. You've spent nearly an hour and a half with me. Um, thank you for trying. I really appreciate your help. Okay. Thank you. Bye.
83:00
Speaker 2
Sure. The reference of this conversation or the ticket number is 133268. Yeah. 133268. You too, sir, Mr. Petal. Thank you so much as well for the cooperation. So, yeah, just keep your lines open and they'll call you back, okay? Have a good one. Bye.
83:00