V2 Rubric Detail — 671ca8f6-6f6b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 01:24
Duration
102m 39s
Contact
Michael Baird
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134549
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall65.4% (+45.4)

V2 Grader Summary

The agent resolved the issue by resetting the MX2000, using the 5-press method, and restoring settings from a screenshot, resulting in restored internet connectivity. While the troubleshooting path was ultimately effective and fully owned, it lacked diagnostic rigor (missing modem test), suffered from UI confusion, and had communication gaps — though not severe enough to negate resolution. No critical failures occurred.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working: 'It appears to be working' and router shows solid blue after reconfiguration.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed multiple troubleshooting steps (power cycle, factory reset, 5-press, firmware download), but skipped key diagnostic step: no direct modem speed test to isolate upstream vs. device issue.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path including reset and reconfiguration despite no mention of warranty status, consistent with best-effort support regardless of product age.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (solid red light, no internet) and progressed through logical stages (power cycle → reset → reconfigure), but failed to isolate root cause or determine if issue was router vs. modem handshake.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used router web interface (192.168.1.1) and firmware download appropriately, but did not use modem-direct speed test — a required tool for isolating ISP vs. device issues per KB.
T3 Partially Met No misinformation conf 85%
Instructions for factory reset (20s hold), 5-press method, and firmware download were correct; however, agent incorrectly referred to 'CA' menu (not standard UI) and suggested MAC cloning unnecessarily.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control through long troubleshooting sequence but had multiple unexplained silences, abrupt transitions, and failed to set initial expectations or agenda.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms (MAC clone, CA, IPv4) without simplification, but repeated instructions when needed and confirmed actions, showing some adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, performed extensive troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 80%
Agent provided general advice ('feel free to call anytime') and explained how to repeat steps, but did not set specific next steps or timelines for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted after issue resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked customer for patience but did not acknowledge frustration, repeated effort, or emotional state during the call.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pacing slightly by repeating steps, but maintained a single technical tone without matching customer’s conversational style or checking emotional state.
X3 Partially Met Overall experience conf 85%
Customer had to repeat information (IP, MAC) and endure long holds, but agent did consolidate steps by having customer screenshot Wi-Fi settings for reuse.
Call Transcript138 turns · 153 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available. Depending on the issue. [silence] Thank you for calling links, this is Carla how may I help you? Like you don't have internet connection, sir.
00:00
Speaker 1
The, It, the internet connection will not go through. The, model number is MX_2005D10, capital M, 25C58638. [silence]
12:00
Speaker 2
All right. Okay. So, um, before we uh, continue, may we ask the model number and serial number of your lancid device? [silence] What about the serial number? [silence] Okay. Again, that's five, zero D, for David, and then one, zero M for Mary, two, five, C for Charlie, five, eight, six, three, eight. Correct? [silence]
12:00
Speaker 1
I have three, total. Spectrum 614-937-0642. Michael Baard, B-A-I-R-D, G-O-O-D-N-E-W-S. BaireDS at ME.com.
13:00
Speaker 2
And how many um nodes do you have sir. 12 out of three nodes. And who's your um internet service provider. Okay. And can I have also your phone number please to create a record. Mhm. How about your um first and last name? Ah okay. How about email address? Mhm. [silence]
13:00
Speaker 1
[silence] It's red, solid red. It's an Apple iMac desktop.
14:00
Speaker 2
Okay. So again, that's good news. And then your last name would end s at the end, correct? Okay. At M-C-A-dot-com. Okay. Right. And again, your um problem right now is, you don't have internet connection using the MX 2000 and you've got uh three nodes. Okay. So, sir, um what is the light or color of the light on the uh power node? The one that's connected to the modem. Is that a solid red? And the computer that you connected to the modem, is that a laptop or is it a desktop? Um Okay. Uh and that could be wired or wireless, right?
14:00
Speaker 1
I connected it wired, and it worked.
15:00
Speaker 2
Okay, how about right now? Is it still connected to the modem? Okay. So here's the thing. What we're going to do is we're just going to set up or check the settings on your Linksys router, especially the parent node. Again, the light on the parent node is red, correct? Okay. So, on your iMac, um, does it show, um, is this wired right now to the router or is it wireless? Okay.
15:00
Speaker 1
It goes from the Linksys router to another router that's all wired and then into the computer. But I can do it directly if you want me to. Well, technically, no. It goes from the Linksys router to another Netgear wired router, and then from there to the PC, to the Apple iMac and to several other places in the house on a wired basis. I can connect it however you want, whatever you want me to do.
16:00
Speaker 2
So again, from the spectrum modem going to the parent node, the Linksys-ATER and then another cable from the Linksys-router to the I-Mac. Did I get it right? Huh? Okay, so...
16:00
Speaker 1
do. You're obviously incredibly connect to that net here. yeah, we can do that. I can do that. Just a minute. [silence] Thank you. [silence] Thank you. [silence] Thank you. Okay, hold on.
17:00
Speaker 2
[silence] That's okay, sir. Um again, just to check if I got it correctly, um from modem to the uh linksys parent node and then another netgear router and then to your iMac, correct? Okay. Mm-hmm. All right, so um can we connect your iMac directly to the linksys router? Okay. All right. Okay.
17:00
Speaker 1
Okay. All right. He's connecting. to this lengths. Correct. I'm on the systems menu. Yeah. Yeah. Okay.
18:00
Speaker 2
Okay. So, as of now, modem to the Linksys and then links is to the I-mac, right? Okay. So on your i-mac, kind of click on the um, Apple icon and go to system preferences? Okay. Or system settings, or system settings, and then set- um network and then Ethernet. And then after you click on Ethernet, what is the, um, um when you click on
18:00
Speaker 1
Well, that's on the main page here. It says IP address is 192.168.1139. The router address is 19216811. When you say
19:00
Speaker 2
on Ethernet, when you click on details, what's the IP address or the router IP? Do you have that information? And how about router or IA default gateway? Mm-hmm. OK, do you have their information about MAC address for Ethernet? [silence] Okay, hold on. Yes, click on details and then hardware tab. And then after that, click on hardware. And then you have their Mac address. Okay, can you have those information? Yeah. Yeah, okay. Okay, let me check if I got it correctly. That is 80, then four A for apple, one four, six nine. B for Brian, eight C for Charlie, five, correct. [silence] In this case, the MAC address for the Apple device would still be used. Let me try another one. Okay? Apple devices yeah one souvenir but it's the same okay it's Apple so it's the same you don't have to change anything else so yeah let me check if I got it correctly 80, four A for Apple, 14, six nine. B for Brian, eight C for Charlie, five. Okay? Got it. But just so that I could know we really got the same one, can you click on configuration tabs and then share your credentials so that I can log in the same? Okay, she's sharing screen. Drop the video. [silence] A. 80, 4A, one four, six nine, B, eight C 5. That's correct. That's the same. Okay, perfect. [silence] So basically this one is a layer one, because this Mac tenses on a LAN, we use MAC address filtering on our network controllers, because it's the most secure device or application can only connect to my network once I've gave its proper MAC address. Okay, in this case, if it's going to be plugged directly to the switch, all we need is this Mac address. We need to put this MAC address on our firewalls and the network controllers. All other things is not needed unless we want to put some name or remarks for this particular device. Okay? [silence]
19:00
Speaker 1
Okay. Okay. Yeah. It says, why am I getting a warning when I try to access my?
21:00
Speaker 2
Okay, so kindly close this page and then open a browser like Google Chrome or Safari. And then on the address bar, please type the numbers 1-9-2 dot 168 dot one dot one. And then enter. When you click and then is it asking for router access or is it like the connection is not private?
21:00
Speaker 1
a robust in the browser. Yeah, it says your connection is not private. Yeah, it there's a yeah, there's a continue. It says connection is not private. Uh there's no to go again, show details or or go back. Okay, Safari warns you when a website has a certificate that is not valid. Learn more, view the certificate. If you understand the risk involved, you can visit this website. And it allows me to click on the visit this website.
22:00
Speaker 2
alright, do you have the option at the bottom advanced or continue, proceed, something like that? Yeah, click on continue, um, click on advanced or proceed, click on shoe details. mmm. I done that.
22:00
Speaker 1
Okay. It looks like it went into, uh, Lincoln. It says keep your Wi-Fi handy. It just it's got a an ad to load the, uh, Lincoln to app on your phone. It's there's a choice to. Yeah. Yeah, I can do that. Yeah, there's a quit. Yeah, Robert. Yeah. [silence]
23:00
Speaker 2
And what happened after? Okay. What options do you have there? Is it like asking for a password? Okay. Do you have the option continue to Linksys Smart Wi-Fi? Haha click on that, sir. Continue to Linksys Smart Wi-Fi and then it will ask for think it will ask for password, right or router access? Okay. On router access, Kiley has the password. Yeah did you remember sir if you changed the router password?
23:00
Speaker 1
Let me look and see if I have it. I probably have it. I think I, hang on just a second. Let me, I think I have it written down here. All right, router password. All right, it just wants the password. I gotta type it in.
24:00
Speaker 2
If you can't remember it, you may try to use the password at the bottom of the parent node. OK. OK. Mm-hmm. And. OK. And. OK. OK. Mm-hmm. OK. P.
24:00
Speaker 1
Okay. It's coming up here. All right. It says no internet connection. There's several boxes here. um okay oh yeah yeah you want me click on that yes wait a minute wait a wait a wait
25:00
Speaker 2
Okay, uh... you can proceed with your License Agreement, right? Like, uh... End User License Agreement you scroll down Okay, um... uh... no... on the far right, there's an option CA. Okay, after you click on CA kindly then click on Connectivity.
25:00
Speaker 1
something's happening okay it's CA wait a minute it's CA okay it's waiting its going okay all right connectivity okay all right okay yes yes it's disabled it's blank in the box
26:00
Speaker 2
Scroll up, then look for connectivity, yes, CA. [silence] After you click on CA, you scroll up again, then select connectivity and then after connectivity, and then kindly click here on internet settings. [silence] All right. Do you have their Mac address clone on the lower right of that pop-up page? Is it enabled or is it disabled? [silence] Kindly, um, can I click on, kindly check on the box.
26:00
Speaker 1
Okay. Correct. okay. Yes. Yes. I have like, one more question. Okay. I'm on my, on my connectivity page. All right. I'm on the main page. Yeah. Okay. report. Okay. Yeah. Okay. 117. 210469 no, there's nothing there. [silence] 117. 210469 no, there's nothing there. [silence]
27:00
Speaker 2
Okay. and then I'll click on-um-umm-umm-chowder shooting. after you click on tracking shir sharp below that there is arm satas and then devices on reposition kindly click on report and the report software version Okay. thank you then kindly scroll down a bit, just a bit scroll down and look for internet connection-iv before and is have a utter check the internet address is there numbers internet address it's blank, [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence, end of clip]
28:00
Speaker 1
Correct. Okay. Okay, I did that. Not on the IPv4. No, there's one on the local network. There, yeah. There's there's nothing on the IPv6 either. It says on that one, it says connecting. Just unplug the power or turn the switch off. Okay. I I unplugged it.
29:00
Speaker 2
okay can you please click on refresh sir on the upper right hand side corner there on that same page click on refresh okay it's still um no internet address mm-hmm I'm we're looking for the um internet connection IPv4 okay mm-hmm all right so you can turn off your linksys router? yes you can unplug the power or you can use which set either ways you want which is easy for you to do it you can unplug or you can switch off using the power switch [silence]
29:00
Speaker 1
All right, it's off.
30:00
Speaker 2
Okay. So, also, turn off your modem. Okay. Let's wait for, like, 30 seconds to a minute before you turn it back on, too. To turn it back on, we're going to start with the modem, okay. Once the modem is ready, if all the lights on the modem is ready, we can then now turn on the router, okay.
30:00
Speaker 1
It's okay to plug the modem in now. When the modem has two blue lights that means the internet's connected. So it takes a while to get that. It takes a while to get that. So wait, wait till it get the blue lights to plug in the router. Okay.
31:00
Speaker 2
i'm yes i'm yes uh... yeah
31:00
Speaker 1
[silence] Okay. There's still three green flashing. [silence]
32:00
Speaker 2
Okay, the modem is still um starting up, okay [silence] click.
33:00
Speaker 1
Is it OK if I plug another internet cable into the, into the router or just keep the PC only? The Apple iMac, Yeah. Okay. Okay. I have a. Yes, it has three ports in addition to the modem connection. Yeah. And so I've got I've got a solid blue light now. Yes, it says router not found, but it gives me the ability. I can I can click retry. Go ahead and do that.
34:00
Speaker 2
[silence]
35:00
Speaker 1
still says router. it's it says router not found and now I got a red light. [silence] became. light's still red. Correct.
36:00
Speaker 2
Does it access again? They... rather not found. Okay, let's just wait. probably it's still booting up. it's still red. [silence]
36:00
Speaker 1
Yes. And it's connected to the PC, to the, okay. I mean, it's still red. Correct. I can click retry again.
37:00
Speaker 2
The cable right now is properly plugged in at the back of the router, right? Uh-huh. It's still red right now. So can we um, um right now the page is still, um, it did not reload after you click on retry, correct? Yeah, then you check click on retry again.
37:00
Speaker 1
no it just it just keeps going back to router not found it's not doing anything it's just hung up solid red [silence] that's that's cutting
38:00
Speaker 2
It didn't get back to the page. Okay. Um, how about this? Um, on the address bar again, please retype the numbers again, sir. 192.168.1.1. [silence] Is it solid red right now, sir? Or is it blinking? Okay, that's with your access 192.168.1.1
38:00
Speaker 1
192.168.1.1. It just, a little bar came across like it was loading, but then it's hung up. Yes. 1.1. Okay 192.168.1.1. Nope. It's not going through. Nope, it turned up.
39:00
Speaker 2
Is it 192. dot 168? Okay. Can we close this page, sir, and then, let's open, again, another, uh, browser. It won't go. [silence] Okay. Can we check what's the IP address right now, sir from your, uh, from the, uh, router? So, same thing as s
39:00
Speaker 1
network ethernet where do i go what do you need now one nine two one six eight one one three nine is the ip address yeah and the router is one nine two one six eight one dot one yes it does say we're just going to say it says connected silence is the ip address. yeah. and the router is one nine two one six eight one dot one. yes. it does say we're just going to say it says connected.
40:00
Speaker 2
this is a apologize then on my network and then this. if need I me too here is we need to need to and then the remedies me that it's also the same
40:00
Speaker 1
You knowconnection on the on the Ethernet connection on the iMac you know system settings network. There was Ethernet connection with a green light So now now it's going through. Now it's it finally went to one 19 The webpage loaded it. It just took forever the like to redirect correct yeah want the password again. I've got it. Okay.
41:00
Speaker 2
uh internet um uh connected. Um right. Um okay. But the light is still red. Okay. Um you are now back to the link to Linksys Smart Wi-Fi or is it asking for the password? Uh huh.
41:00
Speaker 1
I'm waiting. Yeah, it's, it's up now. Okay. I've got the, no, no, no, the tools, are up.
42:00
Speaker 2
You're now back on your Langsas page, as you saw waiting. What we're going to do next here is we're going to take note what is the Wi-Fi settings of your router. And then after this, since we did the power cycle, we did the Mac clone, still the same. The router did not receive any internet connection from the modem we'll do next is we'll do a reset onto your modem. Oh, I'm sorry, your Langus, okay. Paste the loading. You've gotOkay, all right. Finally, scroll down again and click on CA.
42:00
Speaker 1
okay mm- correct okay
43:00
Speaker 2
right after you click on CA, can you click on Wi-Fi settings? When you click on Wi-Fi settings, it will display your Wi-Fi um settings for your um 2.4 and as well as your 5 gigahertz, right? Kindly um take a screenshot. There of this settings. [silence]
43:00
Speaker 1
Yeah, that's correct. I gather. Okay. Okay. Okay. Okay. [silence] Okay. [silence]
44:00
Speaker 2
Um settings that you uh set up on the router like um port forwarding um non-cintra right? Okay, okay, so so after you um take a screenshot or take note the Wi-Fi settings sir uh we'll proceed in um resetting the router. Okay, but before that um can we close um Wi-Fi settings? Can we close Wi-Fi settings and then can we go back? Oh yeah just keep okay. And then you click on troubleshooting again. And then um report. And then Canelo scroll down at the bottom under ports which one is um has an X. Is it the 10 over 100 or the 1 Gbps?
44:00
Speaker 1
Hey, what is up? I think. Uh, the-uh. Okay. [silence] Uh, 1GP. I should. My God. 1GB. Yep, G. Uh-huh. Okay. Gbps. Okay.
45:00
Speaker 2
Okay, that's good. It's detected. The port is detecting that there's connected to that. So, we're going going to proceed now, sure, in doing the reset on the parent node. So, to reset the parent note, you can use a pointed pen or a pointed object. Press and hold the reset button for 20s.
45:00
Speaker 1
okay, I'm gonna let go now. now, it's a solid blue. now, it's flashing blue.
46:00
Speaker 2
All right, so release, let go and then let's wait for two to three minutes to fully boot up the router, okay? Okay, let's just wait. That will take like around two to three minutes max [silence]
46:00
Speaker 1
It's, um, it's flashing blue. Slow flashing blue. Okay, now it's purple.
47:00
Speaker 2
Okay. [silence] Okay, what's the color of the light right now? This is like changed to purple or like kind of pink. [silence] Okay. [silence] It's purple. Okay. So, to um set up this setting, we are going to use our five press um setup. So, to do the five press, it is like press the reset button five times within five seconds. So, it's like press release, press release, five.
47:00
Speaker 1
Okay. All right. Okay. It's kind of flashing white now. It's happening. Thank you.
48:00
Speaker 2
Five times in five seconds, not too fast, not too slow. Okay? Again. Five times in five seconds. Mhm. Okay, let's wait.
48:00
Speaker 1
Yeah, still white, same. [ silence ] Hold the button. A good. Better. Off. Do-all-dog. Did-all-dog. Play game. [silence] Yeah, still the same. It's kinda bluish white but it's more white.
50:00
Speaker 2
blinking white right now or is it blue? [silence]
51:00
Speaker 1
It's been doing the same thing ever since I hit the 5 button five times. Yeah, nothing's changing. Yes white. I don't think it says anything. No, it's it's just doing the same thing it's been doing. Flashing one. Okay.
52:00
Speaker 2
It's not doing anything. K so, um, can just place you on hold for two to five minutes? I'm just going to check something here. I'll be back. Stay on the line. Thank you. [silence] [silence] Hello sir. Thank you so much for patiently waiting. I do apologize for that hold. Is it still um blinking white? The other two nodes that you have sure it's in um still in a different location of the house right? Other off.
53:00
Speaker 1
192.168.1.1
57:00
Speaker 2
okay. um, on your, um, computer right now, sir, um, can we try to access 192.168.1.1? let's check if we're able to access it. it's not, um,
57:00
Speaker 1
it's not loading completely. it's just starting. yeah, it's not going. Yes.
58:00
Speaker 2
If the null color is kind of like blueish white, correct? What I mean is, but the light on the router, is it blinking? Okay, can you click on CA again at the bottom, sir? Ah, okay, but it displays.
59:00
Speaker 1
It's just got this add up for the app on your phone. Normally, there's a spot where I can click through, but it, there's nothing coming up. Right now. Yeah, it's not it's not letting me through. Yeah. Okay.
60:00
Speaker 2
the page. Can we, um, like, um, turn off the router? Um, can we turn it off? Just, um, use the power switch, turn it off for 30 seconds, then after 30 seconds, turn it back on. Let me know, sir, if you already turn it back on, okay. Is it still blinking blue or is it white? [silence] [ silence ]
60:00
Speaker 1
Okay, now it's purple. Yes. Solid. Okay, it flashed red for a little bit, now it's back to the white.
63:00
Speaker 2
It's purple. Is it solid or is it blinking purple? Mm-hmm, okay. Can we um, press again the reset button here. Five times within five seconds. Like again same thing. Press release, press release. Not too fast, not too slow.
63:00
Speaker 1
[silence] It's not far. It's um, it's now red, solid red. Yes.
65:00
Speaker 2
Sir, while waiting for this. How far is your other child number right now? Okay. Is it okay if we can just grab at one of the child now? Just in any case, this parent node will not work right now. We could try to switch it, uh switch node. It's solid red. Okay. Let's just wait.
65:00
Speaker 1
You want me to go get the other node? Okay. Correct.
66:00
Speaker 2
Not yet, so let's just wait for this but check if this will work. It's still solid red.
66:00
Speaker 1
Yes. Okay, I'm putting the modem to, wait a moment.
68:00
Speaker 2
[HUMAN_REVIEW] Is it still that was/inv/red/servant.colon colon. Okay. Um, can we do another power cycle on the router, turn of the router again, should I then turn of the modem. Yes sir.[silence]
68:00
Speaker 1
Hey. Hey. Okay. Yeah. Okay. Sure. Yeah. Okay. Can we plug the modem back in? [silence]
69:00
Speaker 2
I do not see the time zone. I think I'm doing a follow up. modem first once the modem is ready we're going to turn on the router. [silence] modem okay the router is still booting up
69:00
Speaker 1
Yes. The modem's just booting. Still booting up. [silence] Okay. The modem's ready. I'm going to plug in the router. Okay. I plugged. It is a solid blue light. Now it's flashing blue.
72:00
Speaker 2
just the modem. Okay. Let me know, too, if you already plugged in the router. Okay.
72:00
Speaker 1
[silence] Flashing blue. Okay, now it's solid blue.
73:00
Speaker 2
Okay. [silence] are you still booting up? What color is that?
73:00
Speaker 1
Okay. It's not giving me a choice here to do anything. It just has that ad for the app.
74:00
Speaker 2
Okay. Just just wait for another minute. Just make sure that it will stays blue. While waiting, sir. On your computer, um we'll access again the setup page of the router. Um, do 192.168.1.1. If you can access that page. [silence] Oh, just they have option continued to um linksys smart.
74:00
Speaker 1
the buttons not there the buttons not there oh now now I'm now I'm red like now I'm red like solid red yep okay now it wants password recovery key or recovery key okay 3, 5, 6, 7, 5.
75:00
Speaker 2
OK, yeah. Is OK, actually? [incomprehensible] Double click [indistinct] [incomprehensible] twice the two phones [incomprehensible] sir. This time, sir, since [indistinct] we do the reset, use the password that is at the bottom of the node. It's asking you to reset it, sir. [incomprehensible] recovery [indistinct] [indistinct] key at the bottom.
75:00
Speaker 1
Wait a minute. Oh, it wants to sign in, so what do I do? Four attempts remaining. Oh shoot. I don't know what to do. Okay, now it says it's in a recovery key. Now it says it's not in a recovery key. Stop. Okay, create a new admin password. Just use my old one.
76:00
Speaker 2
Use the OK . [silence] You see the option to [silence] yeah Yeah type the recovery key [silence] Yeah you can use the old one
76:00
Speaker 1
Okay. Yes. Okay. Okay. Okay. I'm kidding. I'm kidding. this. Okay. Now there's no internet address. Yes, it's blank. Yes, solid red.
77:00
Speaker 2
Again, internet address on internet connection, IPV4, it's still blank. I'm sorry. Uh Internet address, is it blank or do you have numbers there? Correct. And the internet light is still red, correct. Um, sir, can we, um, connect your computer again back to the modem? Let's test, um,
78:00
Speaker 1
yeah okay so just connect the internet the modem to my computer it's flashing red now probably just a disconnected cable
79:00
Speaker 2
the settings, um, then let's check the internet again from the modem because we already, um, like reset the router, do the power, cycle, this same thing, um, it's not, working okay
79:00
Speaker 1
Yeah, the internet's coming up fine. Yes. Charlie, come here. Okay. Okay. 173-88-10953. [silence]
80:00
Speaker 2
It's working. Okay. can you go to system settings again, sir. Apple icon, then system settings. Under system settings, kindly click on network, then Wi-Fi, then Ethernet, then details. Then what's the IP address? How about the,
80:00
Speaker 1
173 88 961. Okay. Yes. Same cable. Yeah.
81:00
Speaker 2
router can I click on hardware again sure and then um the Mac address it's still the same the 8, 0, 4, A. Okay so the cable that you use right now between your modem and your computer is that the one that you use from the modem to the routers rather? Or it has a different cable? Same cable? Okay. Can we connect your all modem I can say back to the Linksy router? Sorry. Uh I'm sorry. not yet sir. Uh we'll try to download first the firmware in case you need to, uh reflash the firmware. so kindly open a a browser and then kindly go to uh access support.linksys.com. again the website is support.linksys.com. and then you will be routed to Linksys support right? okay type the model number MX2000 and then there will be a drop down menu. just look for the uh Linksys MX2000 support.
81:00
Speaker 1
firmware there's firmware and then there's firmware upgrade for Starhub routers OK OK it's downloaded OK yeah [silence]
83:00
Speaker 2
Mm. [PAUSE] and then once you are now on the Len X is MX2000 support, just scroll down and under downloads and documents and user guides, look for firmware and then kindly click on download and their firmware. uh mm yes just the firmware sir the 1.7.1.7.210469 just download y Mm hmm. Mm hmm. is it download complete? Alright. So, uh, connect your modem again back to the Linksys router. Again, it should be connected to the internet port, right?
83:00
Speaker 1
Yeah. Yeah. Now it's blue. Looking blue. Okay, now it's solid red. It's, it was, it was blinking blue, and now it's solid red.
84:00
Speaker 2
[silence] Okay, the light is still blinking red. [silence] It's just wait, seems like the router is trying to connect. [silence] Okay, It's still solid red. [silence]
84:00
Speaker 1
yes Wani one six 8 192 Yeah, it says you are not connected to the internet. No, it's not. or no, it isn't. Yeah.
85:00
Speaker 2
Okay, um, on your computer, do you still have the link pages, right? [silence] Can we try to access again 192.168.1.1? 192.168.1.1.192.168.1.1. [silence] Is your computer also wired to the Linksys sir? Okay. Okay, can we connect outside that? Again, let's try to access again. [silence]
85:00
Speaker 1
okay . . Continue. a password. Okay. now I got solid blue the modem. I'm sorry on the router, solid blue.
86:00
Speaker 2
1 6 8. 1 0. 1. [silence] Yes. Yes. [silence] How about the router? Okay. [silence] You have to first
86:00
Speaker 1
Wait, wait. It's waiting. Seems like it's hung up. [silence]
87:00
Speaker 2
we're now back on the links' page, sir. are just reading okay, just close that page, right open a new page
87:00
Speaker 1
Okay. Anybody wants to pass one? Okay. It's in the settings. Oh, it actually says connected now. [silence] Yes, I do. One seven three eight eight, one oh three, two oh three.
88:00
Speaker 2
It's connected alright. That's great. So it just takes time to um receive or recognize by the modem, okay? Um can we go to troubleshooting, sir? And then report again then let's double check if you have internet address now. Okay, what's the number? Okay, good. Can you click OK and then kindly select on CA again at the bottom.
88:00
Speaker 1
Okay. Okay. Should I go back to my screenshot? Now, so I need to put in my, my old Wi-Fi password. Is that right?
89:00
Speaker 2
after you click on CA, click again on wi-fi settings. Yes. Um, um, yeah, open in screenshot and please change the name and the password according to the same settings that you have on the screenshot. Ah. Yeah, you can um you can
89:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah, let me make sure I get that right.
90:00
Speaker 2
Same thing there, the old password. So that the other nodes, the two child nodes, if you're going to set it up on the same settings that you have before, it will just reconnect since we did not change anything. That's the reason why also earlier that I let you do the screenshot so that we have reference. Sort of settings. [silence] I know this right now wishes to wear no ring. Instead, settings, just click on apply on the lower right, apply, then it will prompt you if you want to proceed changing the setting, just click on okay, then okay.
90:00
Speaker 1
Okay. Back to the Wi-Fi Settings page. Yes, it appears to be working. Okay. Okay. Okay. Just take out the dandine.
92:00
Speaker 2
All right. Okay, did you save it successfully, right? Kindly check now Sir if the internet is working on your Mac. Okay. It appears to be working. So this time, sir, we could try to turn on your nodes, uh, the other, uh, the child nodes. So to turn it on, sir, let's start on the nearest node, the one that's much nearer to the router. Mhm. Okay. Wait until the light on the first node, first child node to like turn solid blue that means it's connected. Then wait until, and then that's the time that you're going, to turn on the other one.
92:00
Speaker 1
The other node is actually wired. I mean, I, it's actually connected via wire. So I need to connect another wire to do that one to this router, this wired router. Oh, that was hot. [silence]
93:00
Speaker 2
[silence] okay uh-huh. okay. [silence] the
93:00
Speaker 1
[silence] should I go connect the other one?
94:00
Speaker 2
What's the color on the first child node?
94:00
Speaker 1
Hmm. You the first one is connected via Wi-Fi. It's a solid blue. Should I go the second one? No, like I said, this one's connected via wired.
95:00
Speaker 2
Okay, [ breathes intensely ] yes, it may turn in and out the outer node. [stumbles over words] Yes, [♪ silence ♪] please.
95:00
Speaker 1
Okay, the second one is flashing blue. So, yeah, it's now flashing red. Oh, now it's blue. Solid blue. don't think so, what do I do when it goes down again because it you know, like I said, I we actually, we did a lot of different stuff this time than I normal normally I just unplug it and plug it back in and it'll come back up, but this time we did a lot more than that, but um you think it fixed it or
96:00
Speaker 2
downloaded sure just skip it as of now we don't need to do the update like reflash the firmware since it it already it's already working it's just that it takes time to be recognized by your modem okay so everything is back to the setup now so actually we did the reset first on that and reconfigure it with using the five press setup so is there anything else sir um um um um um um um um um um um um um um Okay. it wouldn't fix it. It's I believe we already um because what we did there is
98:00
Speaker 1
Yes. Mm- hmm. Right. Right. Right. Okay.
99:00
Speaker 2
We first actually is when you said that the iMac can connect to the Internet. So I try to do the like another way on how to set up if you're using a cable connection. Like we do the mac clone like we clone the physical address of your computer to the router. Since your router or your modem can recognize your iMac. So but um it did not work. So the last step that we did is completely reset the router and we did the uh five press to um set up. And five press uh that means like it's a different um in doing the reset, like setting it to back to um factory settings. The five press sir is how we uh also set up the parent node in even adding a child node, you can also do the five press on the parent node to add a child node.
99:00
Speaker 1
Yeah. So somehow, it just, so somehow my modem just lost, just quit recognizing the router. And do you think that will, do you think that'll happen again? [silence]
100:00
Speaker 2
Okay, we did that and seems like it did not work at first but once we trigger again the internet connection between your modem and the um IMAX once we reconnected it back um it recognizes um your router. Okay, maybe it it only takes um like um time but um right now um it eventually your modem recognizes that there is a router and not an IMAX. Okay, not the client. Um it's like yes, yes, sir, was having hard time recognizing the router. Um if there's a possibility, sir, if in there's a down time um like power spares like uh there
100:00
Speaker 1
Mm-hmm. Okay. Okay. Okay. Yes. Yes. Okay. All right. Okay. All right. Okay. I appreciate your patience.
101:00
Speaker 2
There's an outage, um, um, um, on your, um, um, internet, um, provider, okay? Mm-hmm, mm-hmm. Uh, which sometimes, um, might be um, they do the, uh, some, like uh, um, remote, um, update on the, um, uh, their, connection, uh, that lost um, it might get, uh, like lost the recognition on the, um, router. But you may try to do a reset and then do the five press. And you have already a screen shot of your Wi-Fi settings, right? Uh, then, um, you um, know, you have already an idea how to access the page of the router to change settings, right? Just do that, sir, like, um, like if you need to do the reset, okay? All right? Um, if, but if you're still, um, if you need assistance, feel free to give us a call anytime, sir. Okay? And, um, you're welcome, uh, and thank you also for patiently cooperating with the troub shooting, sir. And use your phone number if you need.
101:00
Speaker 1
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102:00