V2 Rubric Detail — 66d00fe0-666b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 14:31
Duration
86m 27s
Contact
Dane Selvadorai
Issue Type
Guest Network
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall98.4% (+38.4)

V2 Grader Summary

The agent correctly diagnosed stale SSIDs as a mesh node configuration issue, guided the customer through resetting and re-pairing child nodes using the 5-press method, and confirmed elimination of ghost networks. The customer verified resolution with 'everything perfect,' indicating a successful outcome supported by full technical accuracy and ownership.

V1 Case Analysis

Customer reported old guest network and 5 GHz SSIDs still broadcasting after renaming/disabling. Agent confirmed issue via Smart Wi-Fi UI, then guided full mesh reset: powered off child nodes, reset each for 15 seconds, performed 5-press on parent MX4200, re-added nodes via admin interface. Customer confirmed old SSIDs no longer visible; network functioning normally.

Troubleshooting Steps
  • Confirmed issue via Smart Wi-Fi web UI (old SSIDs visible and connectable).
  • Attempted SSID rename and reboot via app/web UI (issue persisted).
  • Requested screenshots of Wi-Fi networks from phone and laptop to validate issue.
  • Powered off all child nodes and performed 15-second reset on each (LED pulsing red → off → solid purple).
  • Performed 5-press pairing on parent MX4200 (incorrect method for Intelligent Mesh).
  • Re-added nodes via admin interface and verified solid blue/white LEDs.
  • Confirmed old SSIDs no longer visible or connectable on client devices.
Key Observations
  • Agent did not confirm product model (MX4200) at the start of the call, leading to incorrect pairing guidance (5-press method, which is not standard for Intelligent Mesh systems).
  • Agent failed to verify internet/WAN connectivity before initiating full mesh reset, risking unnecessary troubleshooting steps.
  • Call suffered from excessive hold time, repeated resets, and unclear instructions, indicating poor call control and inefficiency.
  • Customer ultimately confirmed resolution after mesh rebuild, validating the technical approach despite initial missteps.
  • Agent correctly identified that a child node was acting as a parent, causing stale SSID broadcast, which was the root cause of the issue.
Positive Highlights
  • Persisted with the customer through a complex, multi-node issue, ultimately resolving the problem.
  • Correctly diagnosed that a child node was acting as a parent, causing stale SSID broadcast (root cause identification).
  • Guided customer through full mesh reset and node re-pairing with clear step-by-step instructions, despite initial missteps.
  • Confirmed resolution with the customer before closing the call, ensuring customer satisfaction.
  • Requested screenshots to validate the issue, improving diagnostic accuracy.
Agent Errors / Gaps
  • Did not collect or confirm product model number at the beginning of the call, leading to incorrect 5-press pairing guidance for an MX4200 (Intelligent Mesh).
  • Failed to verify internet/WAN connectivity before initiating full mesh reset, which could have avoided unnecessary steps if the issue was upstream.
  • Poor call control resulted in long, repetitive loops, excessive hold time, and unclear instructions, reducing efficiency.
  • Did not confirm credential or app access before relying on web UI and app functions, leading to minor delays.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed resolution with 'everything perfect' and thanked the agent; old SSIDs no longer visible after node reset and re-pairing.
R2 Met Diagnostic thoroughness conf 95%
Agent performed sequential troubleshooting: verified settings, requested screenshots, rebooted router, reset child nodes, and executed 5-press pairing to resolve stale SSIDs.
R3 Met Correct resolution path conf 95%
Chose correct path—software/firmware-level fix via node reset and re-pairing—without unnecessary escalation or hardware replacement for a configuration ghosting issue.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified symptom (ghost SSIDs), asked diagnostic questions, confirmed current settings, isolated issue to misconfigured child nodes still acting as parent.
T2 Met Appropriate tools / resources used conf 90%
Used web UI to verify settings, requested screenshots via email, leveraged reset button and 5-press method—appropriate tools for diagnosing and resolving mesh node misbehavior.
T3 Met No misinformation conf 95%
All instructions (reset duration, 5-press pairing, deployment order) align with KB guidance for MX4200 and mesh systems; no technical inaccuracies observed.
Communication
C1 Met Clear & professional language conf 90%
Set expectations, announced holds, maintained control during long process, guided customer through complex multi-step resolution without losing focus.
C2 Met Confirmed understanding conf 90%
Adapted to customer’s informal tone, used plain language, confirmed understanding, and remained clear despite background noise and interruptions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership, stayed on call throughout extended troubleshooting, did not transfer, and saw resolution through to completion.
O2 Met Proactive follow-through conf 95%
Provided specific next steps (reset nodes, wait for solid LED, redeploy), realistic timelines (3–5 min hold, minutes for pairing), and remained available.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or required; this was a first-time contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the agent successfully resolved the issue on the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Remained patient and professional despite long call, background distractions, and customer frustration; used empathetic acknowledgments like 'nightmare' validation.
X2 Met Tone & rapport conf 95%
Matched customer’s conversational style, adjusted pacing during physical deployment, maintained engagement over 85 minutes.
X3 Partially Met Overall experience conf 85%
Asked customer to provide screenshots and perform all physical resets—added effort—but avoided full reconfiguration by using targeted 5-press fix.
Call Transcript112 turns · 125 lines
Speaker 1
Oh, good afternoon. I've got an issue with my um broadband, my node. It's broadcast in um, so I've got the uh guest access network on and I changed the name of that a couple of weeks ago and it's broadcasting both names even though only one is there. The old one is being broadcast even when the guest network is switched off. Any idea why? Change the Yeah, change the name [silence] you
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. all right, thank you for calling Linksys technical support. My name is Ellison. How can I help you? Okay, just to make sure, so the guest access, you changed the name of this, I'm sorry.
00:00
Speaker 1
Yes and the new name and the old name are both being broadcast from the router. When I turned the guest network off, the old name stays. Yes. Yes. Yes, I am, yes. I can connect onto it, yeah. Weird, innit? Mm-hm. Yep. That's it.
01:00
Speaker 2
uh-huh and uh where you be I mean were you able to connect on the old name of the guest network mm-hmm okay sir I just give me one moment okay let me just go ahead and double check everything and but before that let me confirm I'm speaking with mr uh Dane Salvadoria okay and your email address is dane.salvidoria@outlook.com
01:00
Speaker 1
no. Normally the other way around, isn't it? I have to tell them the network they were connected to. Well, that's when I turned it off to see, um turn it off to see if it was still there and I noticed that the current name went, but that the old name stayed. Uh, and I've just logged into the, uh, smart weave domain. And I'm in there now and I'm literally not seeing that old network. Uh, guest network name anywhere. So it's just a, it's in fact a ghost. Correct. Yes, but I can still see the old name as well on the devices. [silence]
02:00
Speaker 2
Thank you so much. Okay. Um, uh, like, uh, what have you done so far, sir, the moment that you notice this one? Uh-huh. uh-huh. Uh-huh, uh-huh. So what you can see from the guest access tab is the new name that you customize and the password, correct? Mhm. And Mhm.
02:00
Speaker 1
Yeah. Uh, well, let me try that. Let me turn the guest access off, so it'll, obviously, just make the setting changes. Just doing it now. Well, let me turn them. All right, if you're doing your, uh, probably your phone, probably your phone, just in case they're going to see it. Touch the signal. All right, let me see what I can connect on to Putra and get. Uh-huh. Oh. Okay, Maybe it's not connecting now. It's just basically swirling to try and connect. It won't, it's only.
03:00
Speaker 2
and you were able to connect, though guest access is off. yeah, turn it off. yeah. yeah, try to turn off the guest access.
03:00
Speaker 1
But it hasn't actually. But this is this is strange because we've actually got another old network showing here, which is the old when we split the 5G that's still showing. And we've no longer got that either. The 5G network is back as one. You haven't got the dual 5G. So it seems like it's just like it's still broadcasting all the old names of the router. Yep. Yes, but can't connect to it. Yeah. [silence]
04:00
Speaker 2
Okay. Like both names that you customize for the guest access like the old one is still broadcasting and the name that you set up before. Yeah. But and and also you mentioned that the name that you also customize. When the time that you separated the two bands.
04:00
Speaker 1
Correct. The. Correct. They're still being broadcast and they're showing as full signal. And. Two of those names are no longer in existence. They've. They've gone. One's been changed to a new guest name and the other one is a 5G network which has been combined back to one 5G instead of two 5G. Yeah. Yeah. take time. Yeah, no problem. Yeah, no problem. That's alright. No problem. Nice piano. Wow. And I've connected onto the other 5G network even though they're no longer in existence. [silence]
05:00
Speaker 2
... knew we didn't understand that one, Mr. Dane.
05:00
Speaker 1
we do a speed test. [silence] you ain't got a speed test, don't worry. [silence] yeah, we're on it. yeah. [silence] no, service. are you happy now? Look, 'cause you got service. [silence] it's done now, isn't it? Sort of that tray. [silence] it's going to be a mission, man. [silence] got we got all that plastic up at the back so we can get the steam up out of here. [silence] tired. I feel it. [silence] army Norg what's your um for Richard nice It's that your butthole. Oh, my God. Butthole. Always wonder if they can actually listen to you on hold. Hello? Hello there. Oh thank you. Yes. Yeah. Yeah. This was other devices. Yeah. Yeah, I mean I've even gone to forget network and stuff because it's not so- the password didn't save. It just keeps coming up. And another thing on the list I've just noticed, so the guest network's off and I can see the old guest network. The current one was gone and I can also see the other 5G network because we obviously had a different name for it and I can connect to it. And they are combined now. The 5-
06:00
Speaker 2
Thank you so much.
09:00
Speaker 1
Five G. And it's definitely there, and I connected to it and did a speed test and it was 400 odd... download. Could it do what on the Web browser? Yeah, I'm on there. Yeah, I'm on there. I'm on it now. Yeah.
10:00
Speaker 2
and let me just also confirm this one sir so like uh the moment that you separated the two .4 and five gigahertz band because I did check uh about your router that the SPNMMMX 4200 sir is actually a tri band router so can you double check sir um you are already on the Linksys Smart Wi-Fi tool from the web browser correct uh the links to Linksys Smart Wi-Fi tool are you there or were you able to access it okay um okay thank you so much for that confirmation now can we
10:00
Speaker 1
uh uh it just keeps saying waiting blue circles going around bounce go there there's there's no Wi-Fi names there they're gone yeah yeah refresh yeah yeah okay right right yeah show no uh show more no uh i can't see show more uh make all wireless networks the same uh then it says okay cancel or apply that's what so no right
11:00
Speaker 2
Wi-Fi settings. Okay. And- Do you have the option to tap on show more? Okay. Can you load up the page, sir? It seems like the page is actually lagging. Yeah, click on show. Okay, um, how about with this one, sir? Can you scroll down at the very button? Okay, can you see somehow [refreshing noise] [phone screen lock sound] [incoming voicemail message alert sound]
11:00
Speaker 1
Yes. Yeah, clicked on that. Yes, it's there. So it's there, yes. So I Yeah I've got two 5G as well. I have the old 5G [silence] yes yes. We did, yes. We were told to. I'm not sure if I should get rid of that now. [silence] should I combine.
12:00
Speaker 2
highlighted words that says end user license agreement, privacy statement, okay. Now can you see the capital "C" "A"? Okay. Yeah. Click on capital "C" "A", sir. So that the page will load up and so how am all right. Now, how many WiFi name can you see? Can you see three? Okay. You have two five. Okay so since you have two five G, can you confirm that did you customize also the the second five okay, so if you want this one, yeah. So if you want this um three band to be combined as one, so they should be sharing the same WiFi name and password.
12:00
Speaker 1
Yeah. So, should I combine the five G's to the same name? Uh-huh. Yeah, okay. Let me... let me do the same... This might drop the signal when I do the apply right, right? In it it might cut the Wi-Fi off. You have to... yeah, so you ring me back if it cuts off, yeah? Yes. Yeah. Yeah. [silence] Yes.
13:00
Speaker 2
Yeah. Uh, well, if you want to have only one network name, sir. So, yes, you need to customize it and have them the same Wi-Fi name and password. Yes, sir. Yes, sir. Just to confirm your phone number is 447-527-86074. Okay. So, yeah, you can now go ahead, sir, and customize it. And if the call happened to be disconnected, I'll absolutely call you back.
13:00
Speaker 1
Okay. So then that will combine the two five G networks again into one. So then that's that one solved. Right. They're the same now. So I'll, press okay. So should I have. So now, on the Wi-Fi settings, I can see two five G networks with the same, five G one and five G two. Can you do yours? Yes, tell me what I've. Well, actually, yeah, because it's still on mine. It's still on, on my phone. It's still keep turning off. What Wi-Fi can you, should, should I? [silence]
14:00
Speaker 2
Uh, yeah, um, [silence] hit on, hit on apply and then okay. Okay, can you turn off, uh, okay, so, so right now, sir, can you turn off the Wi-Fi connection of your phone, or maybe from the other devices so that we can test it? But yeah, turn off the Wi-Fi of the other devices and then turn it on. Uh, yeah. Uh, yeah, it will still show up on your phone, sir, 'cause the Wi-Fi of your phone is still turned on. [silence]
14:00
Speaker 1
Okay,
15:00
Speaker 2
So, let's try other device. And you're still able to connect to it. Okay, they're both still showing. So, I, can we go back to the Wi-Fi setting, sir, just to make sure that we put in the same Wi-Fi password for the 5 gigahertz one and for the 5 gigahertz two? No, okay.
15:00
Speaker 1
So, for some reason, do we have to do a reset on the router, maybe? But we've already reset it before. Yeah. Yeah, don't do that. Yeah, don't do that. Yeah. Yeah, have to do it. I'll do it on the app, yeah? I'll just reboot them on the app. I'll just say the internet's slow, and it'll reboot them, won't it? Yeah, why don't we just can't use the app is shit. It's really bad. Let me try and get into it.
16:00
Speaker 2
It's okay. Uh-huh. Um, it's really not that, uh-huh. But if 'cause if you're actually going to do the reset again 'cause there, it can might actually be cause, like a little inconvenience in your side because you will need to cut to connect again, all of the devices that are connected wirelessly. So, um, um, instead of resetting the router, sir, how about we just, uh re-wait, like, you know, just easily turn them off and on. Let's just do that first before we jump on resetting. Yeah, reboot my router.
16:00
Speaker 1
get into router settings it's just taking ages. alright. internet slow start check internet speed skip Let's look at your devices still at restart, alright, it might cut off. it's restarting now. [silence] router not found you're not connected to the router. oh, it's gone off, yeah. you still there? [silence] yeah, so that's I'm on the link sys browser.
17:00
Speaker 2
Well, okay. Yeah, I'm still here, sir.
17:00
Speaker 1
That's what it's saying, router not found. So it's obviously disconnected the routers now. Look, I don't know what I'm doing. So ready to do again. Okay, the browser seems to have opened up again now. We haven't got internet connection yet, but the laptop seems to be showing it.
18:00
Speaker 2
Okay. So, it's now booting up. So let's now wait for it. Okay. I I affirm. That's rebooting.
18:00
Speaker 1
Okay, right. Sorry all old old name is still there. Did you turn your Wi-Fi off? Let me turn the Wi-Fi off on the device. Yeah. Yeah, old one is still there. Guest network. And. [silence]
19:00
Speaker 2
sir the process may take for a minute or two, so let's just wait for it. So, while waiting for that one, sir, and then on the moment that we um confirm about the uh the 5 GHz, uh uh the 5 GHz 2. Let's also check about the uh the guest access as well after we reboot the router. We'll check it if the old uh guest access name will show up. Yeah, turn the Wi-Fi on. but the but the router.
19:00
Speaker 1
Yeah. Yeah, saying, yeah, everything's connected up again. Yeah. I think, let me check my Wi-Fi on my phone. I'm not connected. So I'm gonna connect to the Wi-Fi. Right, it's automatically connecting now. So I'm on, my phone's on Wi-Fi. Yeah, laptop's back on Wi-Fi. Yeah, we're back on Wi-Fi. So, what seems to have happened is the second 5G one has gone, but we've still got the old, correct. Yeah, and that's on the laptop as well. So the 5G no, the laptop's still seeing the old name. So I turned the Wi-Fi off and back on again. Yeah, let me just turn it off and back on again. Hmm, well actually, it's still seeing it, but.
20:00
Speaker 2
How is the Ruth are that the boot up already completed or is it still butting up and uh-huh okay so the guest access old name uh-huh and the old name of 5G yeah yeah okay The
20:00
Speaker 1
Maybe because it's got it saved. Connect automatically. Let me uncheck that. How do you forget a network on the Google on the laptop? We can't, can you? All right. Wi-Fi is off. Wi-Fi is on. It's still saying it. Oh, let me connect to it. Let me see if I can still connect to it. And the password. Now, the laptop is still seeing the old 5G as well. Oh, it's on the phone. Yeah, I've got it on the phone as well. It's now putting it out again. 5G second network. Yeah, I've got it on the phones as well. Yeah, it's still there. It's back. Let me try. Select.
21:00
Speaker 2
Uh, the 5G. And you were able to connect on that one as well. Yeah.
21:00
Speaker 1
I can connect to it. yeah, I'm connected. I'm getting 480, 500 download. 400, 5, nearly 500 upload. Yeah, it's definitely still working. Mhm. Okay. Yeah.
22:00
Speaker 2
Since you just customized it, let's try if the phone were able to connect. Okay. Uh, I'm okay. You're so b. Let me just go ahead and double check it, sir. Okay? I'll be just working here quietly. Let me know if you need something. Okay? Okay. Um, how about this one, sir, dame? Can you send me a screenshot, sir, of the WiFi name of your own network on the guest access and the 5G network?
22:00
Speaker 1
on my phone, just screenshot it of it showing the names, yeah? not a problem. do you want to show me an email? and I will... I've put a box around them All right? A red box. so you know which ones they are. and they are not any they're no longer present on my domain, whatever you call it.
23:00
Speaker 2
Okay. The new W-Fi name. Um, Yes. Uh, guest access and a five G Mm. Yeah I'll be sending you an email. Uh, just give me one moment. Mm. Mm. Yes sir please. Thank you so much. Mm. And also sir, uh, give me also a screenshot.
23:00
Speaker 1
The app. I can take a photograph of that. Yeah, yeah, no problem. Do you want me to do it on the Wi-Fi settings or the CA? Do you want me to go into CA? CA's gone. CA's not there. Why did CA go then?
24:00
Speaker 2
Yes. Ah, no, sir, from the web browser. Ah, yes. Yes. Yes, sir, click on CA so that all the three Wi-Fi name will show up and we can check it as well. Ah, yes, sir, the CA is gone. Yea, because you you click it already. So just go directly to the Wi-Fi setting. Because right after you tap on CA or the complete access automatically, the settings will change on the link on the link to smart Wi-Fi tools. So just directly tap on Wi-Fi settings. Because so that [silence]
24:00
Speaker 1
Yeah. Yeah, I saw that. I will do. Two. Yeah, no problem. That's that. Select more photos. Okay, that should be on its way to you now. Okay. Reduce image, send. Here it comes. I don't think so. You want a picture of the guest network as well? [silence]
25:00
Speaker 2
Okay, all the three Wi-Fi names that you have will automatically show up since you toppled already. And I just sent you an email, sir, so just kindly respond to the email with all of the screenshots. Thank you so much. Okay. Now, let me just go ahead and wait for [silence] It will take quite some time before I receive that. [silence] Yes, sir, please.
25:00
Speaker 1
The new one. Yeah. Guest access. Here it comes. I'll tell you, I've had so many problems with these Wi-Fi stuff lately. nightmare. Uh, Wait a minute. Let me. [silence] Whoa! [silence]
26:00
Speaker 2
the old if it's still showing the old one and then your one yes
26:00
Speaker 1
Did you get that? Definitely sent it. Check your spam folder.
27:00
Speaker 2
uh, not yet, sir, mi, maybe it's still, um, still under the process, but I'll let you know once I have it, sir. so that I can check it out here. uh-huh. I, yes, it should be here on the same ticket on where I am right now. But, um, ah, here it goes. uh-huh. I, here it goes. uh-huh. I, here it goes. uh-huh. Let me just load this page.
27:00
Speaker 1
It didn't. It should be pretty straightforward for, to get registered as an investor. Now he'd missed that window. I'll go back. Look what it said. That's it. Yes, yes. As in the old picture, the other picture. You should have two emails there. So you've got another picture which is of the phone and one of the laptop. So one shows the 2.45 and 5G2 and also there's a screenshot of the iPhone which shows the Wi-Fi networks that are not even programmed the names and they're visible on the iPhone. It's got a red square random. [silence] and So you [silence]
28:00
Speaker 2
Rich. And um, there you go. So your... So this is the current guest access network name sir. The Cosey Knot next door. This is the new one. Okay. And what is the old guest network name sir? Okay. Okay. Hmm.
28:00
Speaker 1
You should have three images. Correct. Correct. Oh, no, I'll keep them split. Yeah. I'll keep them split 2.4 and 5. I'll just keep the two fives combined.
29:00
Speaker 2
Okay. So let me just download this images. So right now. All of them. Okay. So sir, right now, the 2.4 GHz band is actually carrying AGR7. The two of them is yes. And then the 5G5. and 1 is carrying AGR7.5. Now, if you want this network to be combined as one. the 2.4 sir should also have a. 0.5 character.
29:00
Speaker 1
[silence] Correct? Correct. Correct. But, we're- Yes, but, if you look at the screenshot, you're also seeing the old name of the 5G too, which is AGR 7.52. And you're also seeing old, sorry, the old guest network called Cozy Nun. Hold. Next door. No problem. No problem. Okay.
30:00
Speaker 2
2.4, which is the AGR seven, and you will only see one five gigahertz band and that should be AGR 7.5. So you're okay with this, but. yeah. So, this is the one though. Oh yeah, so yes. Because the new one should be like the Cozy Knot next door. Okay, thank you so much uh by the way for the screenshot, Sir Dane. So, Sir Dane, I might need to put the call. I might need to put the call on hold for another three to five minutes and then I'll get back to you, okay? Yeah.
30:00
Speaker 1
Gonna wrap it in plastic so it doesn't leak everywhere. Just rip the plastic. God. Hang on a minute. Who's post on Amazon deliveries? Hello there. [silence] um Yes. No, not anymore. Four. There's only two in the house.
34:00
Speaker 2
Uh, hello, sir, Dane. Aye, thank you so much, by the way, for patiently waiting on the line. So, um, here are the next troubleshooting that we are going to perform, sir, to check if, um, you know, regarding with the guest access and regarding with the old, uh, 5 gigahertz band that is still showing up the AGR 7.52. So, sir, um, because as per checking here, you have five Linksys routers, right? Okay, so you only have four right now. One parents.
34:00
Speaker 1
Yes. Yes. So, basically, the two Wi-Fi sixes, the MX420s, they're the only ones in the house and the old ones, the HOs, they're in the garden and all four are producing the same names. Yes. Uhhuh. We've had this before. We had this before when we changed the Wi-Fi names before, it did the same thing. But that was on an old router. But seems like there's a glitch in the software. [silence]
35:00
Speaker 2
ya so one parent and three child nodes mhm disdain okay uh that's the only thing that um i just really need a clarification so basically the other three yeah mhm um okay i see so um how about might be but uh how about with this one um sir dana okay can you turn off the three child nodes uh just plug them just for uh just for a moment and then we're going to check uh
35:00
Speaker 1
Well two of them two of them are out of range anyway for signal because they're miles away. So they're not in range. They're at the back of the garden and I know you can't get those in the house and likewise you can't really get the house in the garden so much. So let me turn off the ones in in I'll turn off one in the house because the ones in the garden they won't pick up anyway. And that will lose they're both fed off the one in here anyway. So when I turn this off they'll lose their uh Wi-Fi. So where I am now the ones in the garden they're they're far away. You won't get them from here. There's no way.
36:00
Speaker 2
Let's go back after you unplug the three charge node. Let's go back again to those devices that we tested. Okay. Okay. Okay. So, uh yeah, just easily unplug, sir, the power cord. Okay, um after you okay. So, um.
36:00
Speaker 1
is the main one. Yes, that's correct. Yes, yes. So interestingly, it seems like now, those other two names have gone. Yes. And at the office, they had gone. Yeah, they're gone, definitely. [silence] I'll turn
37:00
Speaker 2
Okay. So, the one that is inside the house, both are routers that are, yeah. So, the one that, um, I mean the first child node that is inside the house, that is where the other two child nodes are connected, correct? Or trying to get a signal. Okay. So, um, huh? So, the two names are gone, like the 5 GHz. Um, but can we, like, now, let's just go ahead and double-check it. Um, turn off the Wi-Fi connection from, um, this, other devices that we test from the iPhone and from the laptop, sir. Turn it off and then turn it back on.
37:00
Speaker 1
Right. Are you still there? All right. Alexa. Gone. Yes. So what we might have there is the the child node that we've just turned off was a parent node at one point. Only one because we've got new one to replace the other one. Yes.
38:00
Speaker 2
Ah, yes, sir. I'm still here. So, both old Wy-Fi name of the 5 gigahertz band and the guest access old name did disappear. Okay, uh, one moment. Mm-hmm. Oh, okay. So, how many parent node do you have exactly, sir? Okay, so you have, but this child node that I just requested you to unplug. Um, was it acting as a parent node before? Okay, Yes. Give me one moment, sir, okay?
38:00
Speaker 1
yes. it's broadcasting the old names as if it was apparent
42:00
Speaker 2
okay. hello, sir Dane. yeah, thank you so much for um letting me have enough time to uh double check everything. so, um sir Dane, here is exactly like uh what is happening right now with your uh mesh system. so, the reason why you are still seeing the previous 5 gigahertz band that you have the are the AGR 72.52 and the yes. yes.
42:00
Speaker 1
Yeah, okay. What do we do? Why do we need to get the other two.
43:00
Speaker 2
This first child note, sir, that you have is still acting actually as a parent. So here's what we are going to do, sir. So I want you to get the other two child node from the garden, and then this first child node also gather them all together on the same place on the parent node or the very parent node. And then I want you to reset the three child node from that location, because we are going to reconstruct these three child nodes, sir. The other two is actually carrying or getting an information from the first child node who is actually still acting as a parent. They are not getting a signal directly.
43:00
Speaker 1
Right. Okay, that's a pain in the. So how do we do that? What do we do? So I've got. All right. Do you want to hold the line? Yeah, I'll go and
44:00
Speaker 2
05eq: I’ll go to the main parent node. Sorry.
44:00
Speaker 1
right one second hang on a minute I left the phone there what was that hello yes I've got a free foot away well
50:00
Speaker 2
It's okay, sir. Just please, take your time. So, if they are already in the same place, sir, just give them at least approximately three feet away from the new parent node, okay? So, once they are all, once they are all gathered in the same place where the new parent is located, then there should be a distance from the child node and the new parent or at least maybe a three feet away. Yes. Let's not put them like, you know, I like very beside the parent nodes, if you can just give them
50:00
Speaker 1
So they got a big free talk from each other as well. Clow. Well, they're three feet away. Yeah. There you go. Well, what now then?
51:00
Speaker 2
3 feet away distance from it. For the child notes it's okay if they are like you know. If they are just sitting beside each other. But the distance of the parent and the child or from the tree child node must be at least 3 feet away.
51:00
Speaker 1
Yeah, they're on. Yeah. till the light goes out, yeah. All right. And this is when the lights have all gone red on them for some reason. Some reason. [silence]
52:00
Speaker 2
Okay, let's turn on the three child nodes. Okay. And then let's reset the street child nodes, sir. So, press and hold the reset button of each of these child nodes for 15 s. So, yes, sir. So, let's do it like one at a time. So, the after you press the reset button, the the light should start pulsing red and then slowly fade up until it turns off.[silence]
52:00
Speaker 1
All right, that's done. Yeah, yeah, yeah. Yeah, I've got one like that. [silence]
53:00
Speaker 2
Okay, you have done resetting all three of them, right? Okay, so let's wait for it. Because what LED light we need from this router should be solid purple?
53:00
Speaker 1
Yeah, that was just flashing blue at the moment. Okay. Yeah, what do we need to check? Well, it might not see any, let's have a look. Depends if we get range here or not. Oh, it's staying up. It's staying up. That looks correct.
54:00
Speaker 2
okay let me know, sir, if the three of them are already solid purple. okay then after that, does that know okay after that then we can then proceed on adding them to the new parent node network. Uh but but right now, uh sir Dane, can we check on your laptop? Uh I do you still see the other or the old Wi-Fi names sir? Okay what should be I mean what should we only see right now should be the A G R 7 and A G R 7.5. So the yeah so the A G
54:00
Speaker 1
7. 52 yeah. Yes. Okay. Yeah, it wasn't that. No, it wasn't.
55:00
Speaker 2
Okay. Okay. Thank you so much. Are red like uh what red exactly sir. I mean what behavior like is it pulsing or solid? Okay. Can you reset uh okay. Can you reset it again sir. But this time do it for uh Oh, uptake. Yeah uh can you care. Oh yeah. Uh
56:00
Speaker 1
I've decided anything else. Don't know, difficult to say. I'll reset them again anyway. Let's see what they do. Yeah, that's what I've done. Yeah. Yeah. Right. Right. We'll leave them for a minute. You didn't realize how many times I've done these resets in the last. Silents.
57:00
Speaker 2
Okay, but let me know if like is it really something like red or is it something giving you like a magenta color? Okay, but this time, sir, can you hold that reset button for 20 seconds instead of Thank you so much. [silence] Oh, okay. So, all of us. Professors. We're OK. This conference has been done. The three child node are close um together. Yeah. There should be no problem. OK. So, um. Okay, so maybe it's not really red well maybe it's something like, you know, magenta, but sometimes we can't really identify it directly. But how about with this one? Um on the new parent node. Sir, Can you press the reset button of that parent node five times? So press release, press release. Do it not too fast and not too slow. Okay. So after you perform the five press, the parent note should start blinking and look for any available child note. And then later, yes, so later sir, you will also notice that um maybe one of the child node will also start blinking.
57:00
Speaker 1
Yeah. Okay. I hope it works. Yeah. Two three of them blinking now. Yeah. All right. Well, that's it. Is this it. Let them, just leave them to settle and then I'll come back later cause I've got stuff to do.
60:00
Speaker 2
So in that process may actually take like three to four minutes to add one child node and the parent node will do it one at a time. So it may take a little bit of our time, so let me just go ahead and work with the documentation, okay? But just let me know, sir, if there is any difference. Okay, yeah, that's actually good. So, yeah, um, just let me know, sir, if there are some changes, okay? Yes. I just really want to make sure that this was fully documented. Yes, sir. And then um you can just put me on speaker and just place me on the table and then I'll just call you once I need your attention. so that you can do Hey yourself too. Thank you.
60:00
Speaker 1
okay, right, they've all gone blue now. Well, turquoise or blue. I know, one's gone red. one's just turned red. It was turquoise, but now it's fleshy. Oh, now it's gone back to turquoise.
65:00
Speaker 2
[silence]
65:00
Speaker 1
Yes. Mm-hmm. Okay. Perfect. All done. Oh, I want you to stay on the phone. Or... Yeah, carry on.
66:00
Speaker 2
No. Okay, so the other two SSID that you need to get rid of, are all gone. So yes, we just successfully configured everything. So now, sir, here's what we need to do. So, you can now then go ahead and deploy the child nodes to its original location. Very good. So let's start with the child node. I'm sorry? Yeah, I was just uh sorry. Oh, okay. I thought you were trying to say something. So yeah, I was actually about to tell you that before you deploy the child nodes, I want you to turn off everything first that includes the new.
66:00
Speaker 1
Okay. Okay. I will do that now. So I'll turn off the main node net on the well. No, I'll leave it on, and I'll go and turn off. Well, I'm going to leave the phone here. So I won't, I'll give you a shout when I'm back. Okay. Alright then. Yeah. Well, I'm going to go and put them in but leave them turned off. Yeah. Is that what you're saying? Don't turn them back on yet. Yeah.
67:00
Speaker 2
new, parent. So, after you turn off everything, turn on the parent. So, once the parent is solid blue, then you can then proceed with the first child node and so on. Just okay. So just unplug it. Yes. Don't turn them back on yet. That's the three child node. Let's turn on first the parent, but before turning it on, wait for a few like a few seconds, like about 20.
67:00
Speaker 1
but I'll turn them on I'll put them in position then come back and turn the main one off yeah or or do you want me to leave the main node on or not I don't know I don't know what do you want me to do this in okay so what I'll do I'll go and put all these in position and I won't turn them on and then we'll come back turn the main one off turn it back on again and then turn them on one at a time is that what you said okay see you in a minute
68:00
Speaker 2
Yes. Do not turn them on, especially on the, Yeah, the main router should be turned off as well. Yeah, but off. Yes. Yes, sir. So you can now then, sir, like, you know, turn on the parent node or the now you're parenting. Dane, are you still there? Dane? Um, yes, are you still there? Oh, OK. Um, did you, I mean, did the parents nodes, I mean, is now up. Oh, OK. Yes, sir. So the two children, um, yeah. OK, so you just deployed them first. OK. But do not, yeah. Yes, but once they are, the three child nodes, err, once they are already on their original location, do not turn them on yet, OK? Okay. [silence]
68:00
Speaker 1
Position, that's why I just it's very frustrating, yeah, it's not as simple as you might expect, to put it that way. A little bit involved, a lot of walking and climbing ladders, to do. Um unfortunately. Right, this one is gonna I've got to remember where they went, or, this one can go in the chin. They're all wired connected, yeah. Yeah, they're all done like that. So nothing's wireless.
71:00
Speaker 2
By the way, sir, the first child node, is it connected right directly to the new parents? Oh, okay. All right. [silence]
71:00
Speaker 1
everything is hardwired on the nodes and then there's uh as much of the uh other stuff is connected with ethernet as I can to stop the issues basically um Right, I'm going in the garden now, so I'll be back in a couple of minutes. Um, I've squeezed. Yeah, I will Jen. Yeah, I'll give you a shout, yeah? This is a nightmare. Right, that one there, got all the clips. This one. Right, that one come down. Yeah. That one can go home. bit.
72:00
Speaker 2
Okay. Yeah. Can you just leave the phone there? And then, yeah, just, okay. Just call me. I'll pay attention to her once you're back. Okay.
72:00
Speaker 1
I think that one'll go into... [silence] Right. I'll see you in five minutes, yeah? [silence] Well, actually, if I turn... [silence] [silence] I should have turned that over. [silence] Oh, no, because I've got to do... Oh, I could do one at a time, you said, couldn't I? [silence] You'd plug them in one at a time, yeah? [silence] Yeah, that's right. [silence] Are you there? [silence] Well, what will I do then? [silence] Right, I've turned off the main one. [silence] Shall I turn it back on now? [silence] And then what I'll do, we'll do nine or two, and then what I could do is take the other two with me and plug them in as we go, couldn't I? [silence] Yeah. [silence] All right. All right, it looks like it's gone blue. I've done the internet cables first. Is that all right? Yeah, that's what I've done, yes. so, audience, it is connected. I'm now going to turn the power on, yeah? All right, that's done.
73:00
Speaker 2
Okay, so now that the parent mode is blue let's turn on the first child mode sir, plug back in the Ethernet cable and then the power cord, plug in the cable first before pluging in the power cord. Okay, yes sir. [silence] Then let's wait for the first child mode to be on solid blue and then we can then deploy the other two then. OK, so if the first child note here is already solid blue, then we we can proceed on the second child node. So, same step put back first the Ethernet cable and then the power cord. [silence] Transcribed with Otter.ai
76:00
Speaker 1
Long is this successful? I just plugged in to be honest. Hey. OK, it looks like it's online on the app. it's terrible doesn't work.
81:00
Speaker 2
So um, is the second child node, sir, is already solid blue or is it still pulsing? Oh, okay. It's okay, sir.
81:00
Speaker 1
Right, that's all good I think. The last one. [silence] [silence] [silence] [silence] [silence]
82:00
Speaker 2
sure. we can then [silence] go yeah do let's [silence] go to the last one. and then I'm sorry once the a third child node is already plugged in kindly also check if the old guest network name and the old
82:00
Speaker 1
Mhm. nothing. seems good nothing there
84:00
Speaker 2
Okay. Okay so yeah that actually means Cerdain that you really did a great job on configuring again the three child node and yeah.
84:00
Speaker 1
Again, yeah, nice one. Yeah, that's it. It's gone toFür us now. Oh, .
85:00
Speaker 2
You've done it perfectly. [silence] But, let's just wait for this last one, like, you know, so that, um, you'll not incant. Okay, so yeah, um, then, um, everything is now back to, uh, normal, sir, so everything is now good. You don't have to worry anymore about the old gas network name and the old 5G Network name as well. It's not showing up anymore. [silence] Okay. So, is there now that.
85:00
Speaker 1
now that's everything that's everything perfect cheers Andrew take care thank you bye
86:00
Speaker 2
Okay, thank you so much, sir, for the cooperation. You do have a great day, okay? Thank you. Bye-bye for now. [silence]
86:00