V2 Rubric Detail — 67244fa8-7a69-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 01:07
Duration
52m 30s
Contact
Julie Lambert
Issue Type
Access Point Mode
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136295
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 (1 hallucinated 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
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall72.7% (+16.7)

V2 Grader Summary

The agent successfully resolved the bridge mode issue via factory reset and reconfiguration, confirming node recovery and internet connectivity. However, T3 is Not Met due to materially incorrect technical guidance — instructing the customer to use the 5-press method to configure internet settings, which is invalid for MX2000 setup per KB. Despite resolution, R2 and R3 are Partially Met due to skipped diagnostics and failure to verify ISP-provisioned status. Ownership, communication, and experience were strong, with no critical failures warranting auto-zero.

V1 Case Analysis

Customer enabled Bridge Mode on MX2000 mesh, lost connectivity. Agent performed factory reset and incorrectly advised 5-press method. Nodes returned to solid blue but internet connectivity not verified. No post-Bridge Mode URL provided.

Troubleshooting Steps
  • Collected model, serial, ISP, and contact information.
  • Guided customer through factory reset of parent node.
  • Incorrectly instructed 5-press method as a recovery step.
  • Directed customer to access router via http://192.168.1.1 after reset.
  • Guided through Wi-Fi reconfiguration via setup wizard.
  • Confirmed node lights returned to solid blue.
Key Observations
  • Agent incorrectly described the 5-press method as a configuration or reset tool, when it is solely a diagnostic escalation that does not alter settings (universal_5press_models.md).
  • Agent failed to provide the correct post-Bridge-Mode access URL, which is critical for recovery (linksys_now_advanced_settings.md).
  • Call flow was highly inefficient, with long silences, repeated unclear instructions, and no validation of internet functionality.
  • Agent did not confirm whether the customer’s internet was working after reconfiguration, leaving the core issue unresolved.
Positive Highlights
  • Collected essential device information including model, serial, ISP, and contact details (transcript [04:00]-[05:00]).
  • Correctly identified that a factory reset was necessary due to loss of access after Bridge Mode activation.
  • Demonstrated patience and empathy during a complex and confusing situation (transcript [46:00]).
Agent Errors / Gaps
  • Misrepresented the 5-press method as a recovery or reset procedure (transcript [25:00]); it is only for diagnostic escalation and does not erase or change settings (universal_5press_models.md).
  • Failed to inform the customer that after Bridge Mode is enabled, the router is no longer accessible via http://192.168.1.1 or http://myrouter.local (linksys_now_advanced_settings.md).
  • Did not verify internet connectivity after reconfiguration, leaving the primary issue unconfirmed (transcript ends without confirmation).
  • Provided contradictory and overly complex instructions, causing confusion and inefficiency (e.g., mixing reset and 5-press steps).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed resolution: 'The lights still stay solid. That's great... your child node is back to connected to the internet.' Customer accepted outcome and ended call satisfied.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model, serial, ISP, and node lights, but skipped key diagnostics: did not verify if bridge mode was ISP-mandated, did not check for prior firmware updates, and jumped to reset without attempting recovery via local web UI first despite customer having partial access.
R3 Partially Met Correct resolution path conf 80%
Agent chose reset/reconfigure path, but failed to determine if device was ISP-provisioned (Frontier) — SPNM6x/LN1600 series under ISP management may require ISP contact first. KB states: 'Contact your ISP as the first step' for ISP-provided devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified bridge mode and light states, but did not ask about recent changes, connection type (PPPoE?), or whether customer had already tried accessing myrouter.info. Root cause (accidental bridge mode) was stated by customer, not diagnosed.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used reset button and 192.168.1.1, but incorrectly assumed local UI access was impossible. Customer had partial access via app and saw 'Julie Jean available via linksys' — suggests local access might have been possible. Did not attempt to guide to myrouter.info or verify interface type.
T3 Not Met No misinformation conf 95%
Agent instructed: 'press the reset button five times within five seconds' to configure internet settings. This is factually incorrect. Per universal_5press_models.md, the 5-press method is for diagnostic escalation/pairing, not for configuring internet settings. Furthermore, the MX2000 is listed as a 5-press model for pairing/escalation, but not for general setup/configuration.
Communication
C1 Met Clear & professional language conf 90%
Agent framed the call, maintained control, placed a brief hold, and guided transitions. Despite customer confusion, kept interaction on track toward resolution.
C2 Met Confirmed understanding conf 85%
Used plain language, repeated steps, avoided jargon, and adapted to customer’s pace. Confirmed understanding by asking about light colors and app status.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, did not transfer, and followed through on reset and reconfiguration. Took responsibility for resolution.
O2 Met Proactive follow-through conf 90%
Set clear next steps: reset, wait, reconnect, verify. Gave realistic timelines ('wait a minute or two', 'hold for two to three minutes') and followed up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact. No handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolved on the call after reset and reconfiguration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'I’m sorry for that hold… thank you for patiently waiting' and remained courteous despite customer frustration.
X2 Met Tone & rapport conf 85%
Adapted to customer’s emotional state, stayed calm, and provided reassurance. Matched pace and tone appropriately.
X3 Partially Met Overall experience conf 80%
Customer was asked to repeat name, email, and serial number multiple times. Agent failed to capture details early and reuse them, increasing customer effort.
Call Transcript85 turns · 92 lines
Speaker 2
Welcome to [silence]. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.com for more information about your product.
00:00
Speaker 1
Hi Carla. I'm calling to see if maybe you could help me. I accidentally put my internet [silence]
02:00
Speaker 2
hello thank you for calling Ling's this is Carla how may I help you
02:00
Speaker 1
[ silence ] our linksus into bridge mode and now it's not working at all so I don't know how to fix that. I don't know where's that at? On the bottom of it? On the main one. Um hold on just a second. let me look. Uh the serial number Julian? Give it light. Can't see. It's just dark in here.
03:00
Speaker 2
Uh, okay. Uh, if that's the case, ma'am, there's a possibility that we need to reset the router. Okay? So, before we continue, ma'am, we ask first, what's the model number and serial number of that Linksys device? [silence] And the whole be you has at the bottom. Yes. Sir Everett, if you just say computer, thank you. [silence] Okay. You can take a picture of it, ma'am. That is easy for you to read.
03:00
Speaker 1
Okay. The serial number is 50D10. MZM 27 C0 9273. Yes. MX2000. Frontier.
04:00
Speaker 2
I don't know. and what's the model number? All right, and who is your internet service provider? All right, and how many nodes do you have, Ma'am?
04:00
Speaker 1
Three. This is my first time that I put it in. Oh, I'm sorry, what was your question? No, this is my first time. 727 520 3006. Julie Lambert. Uh-huh. Last name, Lambert. Uh-huh. Yep. It's Julie Jean, J-e-a-n. 966
05:00
Speaker 2
all right so let me just scroll our back up um have you called links this before ma'am this is your first time have you called links before okay can you have your phone number and how about your first name and last name it's Julius J U L I E and last name is L A M B E R T and how about your email address [silence]
05:00
Speaker 1
email.com. Mm-hmm. Correct. Blue. Oh, one is red. The second one I see and the third one is red is, oh no, the third one is blue. No, I'm sorry. The other two, solid blue and then.
06:00
Speaker 2
Okay, so that's your first name, Julie, and then Jan nine nine nine, nine six six at Gmail.com, correct? Okay. What is the color of the light of your main node, ma'am? So right now you're getting, Okay, how about the other, uh, two nodes? Uh, did you check? What are the lights on that? [silence] So the other two child nodes, uh, two child node is one is solid red, right? And one is solid blue. [silence]
06:00
Speaker 1
my second child node is flashing red blue yes yeah on my app on the Linksys that I because my internet's been running really slow so I didn't know if I don't know I didn't know what I was doing I was just trying to fix it but now it's not working at all
07:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] so the main node, the one that's connected to spectrum frontier, that is blue, right? and then the other two nodes, like we call it a child node, since they're just a dependent Wi-Fi device. you mentioned, again, one blinking red and one is solid blue. um, just to check ma'am, you mentioned that you accidentally set the node, the parent node to bridge. [silence] mm-hmm.
07:00
Speaker 1
And when I go in the app to try to change it, it says I need to log in to Juul, Jean, so I don't know. Okay, hold on just a second, let me see. So, when I open the app, it says Juul Jean is online. Huh? No, I'm using an Android. Yes, Yes. It says, dash board, Juul Jean is online, the Internet has a check on it and then it says bridge mode and then it says nodes, wire.
08:00
Speaker 2
Okay. So in your... Mm-hmm. Yes. Okay, they have their option to click on router password when you open the app. Yeah. You see a fingerprint? Then you have to... yeah. This is an... You're using an iPhone mem. You're using an iPhone. That's this router password app. Is it something Samsung? Okay, when you open the app, what are the options that you can see on the on the app right now? On the main page of the app.
08:00
Speaker 1
Hey, Fi Julie Jean, guest access, and then it says your router is on bridge mode. And then my nodes has a explanation mark next to it. Offline, child node number two, the one that's flashing red, says offline. Oh. Oh yeah. Okay, so it Settings, right? This is where I changed it. Okay. Okay. It says to make changes to these settings, connect to Julie Jean. So then, I don't understand why it's saying that.
09:00
Speaker 2
can you check on the three lines on the top on the upper left go to an uh you go to advanced settings and then internet settings what was your um but but your phone is already connected [silence]
09:00
Speaker 1
It says available via linksys. I don't think it's connected. It says connection failed. But underneath it says Julie Jean available via linksys. So I don't know what Okay. It just says connecting, and then it doesn't say it says, Oh, now it says connecting again. Oh.
10:00
Speaker 2
Yeah, I'm connected to Julie. Jean. Yeah, can you click on that name ma'am? Can you click on that name and then connect? this is where on the page on advanced settings where you set up the uh... you change the uh... you change it to bridge mode right? yes ma'am holding
10:00
Speaker 1
Okay. No, it says no, it doesn't. But when I go it's it says available via lynxis and connection failed. It doesn't say it doesn't say connected. No. Okay. Back to the app. [silence]
12:00
Speaker 2
"how about this error your wife I I don't show that you're connected to Jolie G right. okay I'm going to go back to the app. and then go go to the three lines again then go to Wi-Fi settings."
12:00
Speaker 1
Okay. Uh-huh. Make sure my remember what. Okay, but I already know what it is. So what do you, okay. Okay. Okay. [silence] [silence] [silence] For a million billion dollars. Okay.
13:00
Speaker 2
and when you go to that Wi-Fi settings you can see there your network name and the password Okay Um make sure you remember that one or you can take a screenshot I'll take a screenshot on the Wi-Fi settings. Okay So our next step here means we need to reset your um your uh node okay, all right, since um you're not able to connect because it's set to bridge mode. Okay so to reset the uh parent node
13:00
Speaker 1
Okay. So I'm gonna have to change everything again. I'm gonna have to change and act like brand new. Is that what you're saying? All because I changed it to bridge mode. It's just the one that gave me. Yeah, I don't think it's a gateway.
14:00
Speaker 2
mm, all the settings that you have set up on the parent router will be erased, okay? that includes your Wi-Fi settings, your internet settings, okay? All right, let me just... uh, yes, yes, ma'am. okay. Yes, ma'am. And there's no option to um access the um the user interface of the router because the app is no longer, um it's not working right now, it's not allowing you to change because you cannot connect to the Wi-Fi. And you are using a plain modem on, from Frontier, right? it's not a gateway. Okay. So what we can do is reset on your
14:00
Speaker 1
Okay. I just thought that it would go, like, I don't know where, why my internet is running so slow. I don't know if it's because it's an I'm not but I'm using the frontier router, right? If this is just extended to it, is that right? I like, I'm so confused. Like. Right, and I have two modems in here in my house, so I don't know what's going on. Okay, so let's just reset it and start over again at this point cuz I don't know I don't know what's going on.
15:00
Speaker 2
your parent node, ma'am, and then we can reconfigure it and then change it back to your original settings like the Wi-Fi name. Okay? Yes, ma'am. If you have like slow internet connection behind your Linksys, we recommend as well to test it from the modem, since the Linksys router only receive connection from the modem, okay? So like we are like... There you go.
15:00
Speaker 1
Yeah. Yeah. The modem is just a small box that connects to the wire, right? From the outside of the house. Okay. But I think the second modem is just hooked from the same wire from the main one. It's just they said it they put it through a different part of the house so that I could hook it up to my computer. Um.
16:00
Speaker 2
I've got two modems. Are they both turned on right now? It depends ma'am, on how your ISP set up their connection. Okay, again, if we do reset, we need to like reconfigure the settings, since you need to like, I don't know, but there's no device connected right now via ethernet on your linksys, right? Um, yeah. Uh,
16:00
Speaker 1
There is a a wire connected from my modem. I I'm sorry, can you can you repeat that? Correct. There's two of them. Like, okay, so I have one room that has the modem. And I have the third child node connected to the from the mod-from the modem to the link. And then the main one is hooked in my son's room from the modem to the link. And then the one in the middle of the house is the one that's not connected.
17:00
Speaker 2
and being saying it's that's one from the modem, right?
17:00
Speaker 1
That's correct. Correct. Third child mode. And then I have one in the middle so that I could have, you know, like a net connected.
18:00
Speaker 2
So this node that we are checking right now than the 09273 serial number this node is connected to the model that's from frontier right and then you have also another model where it's also connected to the other node. And the one that's in the middle that's the one that has um blinking red okay, but I'm just to make sure that I get your correct um connection there again from the frontier model there's a line that connects to one of the node and the node in the middle that's where it's blinking.
18:00
Speaker 1
Yes. The main one. Yes. Yes. Yes. It has two hard wires, two lines. Coming from the same one though, from the same. The main. The main internet. It's coming from the same one. Well, there's the router, I think, is the main. [silence]
19:00
Speaker 2
of the links is not right? And then another, yes, the main one. And then there's another node, the one that has the blue light. That node is also connected to another modem? Or is it the same from Frontier? So it has two different type of connection. Oh, my God. What is that from May, what's like main internet, mom? Is that your modem?
19:00
Speaker 1
one is hooked to the router in the bedroom. The one with all the lights on it. That one is hooked to the one in the bedroom, the main Moe. Everything was working fine until I put it in child mode, our bridge mode. Can we just take that off? Because everything was working fine. We'll just redo it again because I don't have the patience for this. Correct. [silence]
20:00
Speaker 2
But we need to make sure, ma'am, in order for us to like change it, is we need to connect your phone or either your Wi-Fi or your computer direct via Wi-Fi and if you're able to connect, then that's the time that we can change it to bridge mode. But right now, your phone is unable to connect, right?
20:00
Speaker 1
Wi-Fi is not working. What do you mean there's no computer? I say you I do have a computer. So you want me to taketh theinternet cable out of the lingcus and put it in my computer? No, there's not a computer in there. It's hooked up to an X box. Yeah, I know, but that main node, there's
21:00
Speaker 2
And there's no computer also that we can wired to your Linksys main node. I they have a computer that we can wired. No ma'am. It should be like from the computer going to the Linksys to the main node. [silence] Okay, Or how about this one, ma'am, let's just go into and do a reset, okay, and then we're going to like, re-configure the settings, like we're going to change the name, as long as you know what's the name of your network, okay? Okay, so, at the bottom of your Linksys router, okay, there's a reset button, correct? Okay, press and hold that reset button for twenty seconds. And when you, well, when you go into your device settings, if you turn off the Wi-Fi on your device, go ahead and turn it back on, and then your device should re-scan the Wi-Fi networks in your area. And then, if you're still not able to see your network, then I would recommend make sure that your router is plugged in and turned on. And try again to see the Wi-Fi network and click through the setup instructions to reconfigure the Wi-Fi. [silence]
21:00
Speaker 1
Okay. It flashed red and now it's there's nothing yes. Now it's blue. Can you hear me? The light is flashing blue now. Hello? The flashing blue now.
23:00
Speaker 2
Okay, please release the reset. Yes. Did you release now the did you release now the reset button? Okay. Let's just wait for like a minute or two to stabilize the connection from the router. It's still booting up. Yes. Okay. Okay, let's just wait until it turns to. okay, um, purple. what' the color now?
23:00
Speaker 1
It's purple now. Okay, I'll do it now. Okay, I did it. Yeah. Flashing white now.
25:00
Speaker 2
okay, so send it solid purple this time we're going now to configure the settings on your router. So to configure the setting of the internet first is you need to press the reset button, ma'am, five times within five seconds, like press release, press release, five times, within five seconds, okay. Okay. light flashing again. Okay, let's wait for that.
25:00
Speaker 1
Yes, still blinking. And now it stopped blinking. And now it's. Oh no, it's still blinking. I a recovery key yeah yeah I have the name and path can you put your flashlight on us it's so dark in here
26:00
Speaker 2
Okay, let's wait for like a minute or two, just to make sure that it stays solid wo, then um while waiting for that one, ma'am. At the bottom of the router, try to check it first. How about the name, wi the name and password. Okay. So on your phone right now. [silence] [silence]
27:00
Speaker 1
[silence] Hello? It's it's still blue [silence] Does it say Vloop set up? Callis Vloop set up? It says connected [silence] Yes
28:00
Speaker 2
okay, so on your computer and your phone. Okay. Go to Wi-Fi, check if you can see there like links is set up or evolve setup. Yes? Yes, it's connected to evolve setup.
28:00
Speaker 1
Yeah, it's working. Okay. yeah. Uh- hold on just a second. 192. That one's sustain
29:00
Speaker 2
[KEEP_UNCERTAIN] Okay, kindly check if it is online. [silence] Okay. [silence] So we're going to change that velop setup name. [silence] Okay. [silence] So uh [silence] kindly open a um [silence] kindly open a browser. [silence] Kindly open the browser [silence] and then on the browser [silence] on the address bar [silence] please type this numbers [silence] 192.168.1.1. [silence] Okay. [silence] Sorry. [silence] .168.1.1 [silence]
29:00
Speaker 1
Okay. It's I links it. Why am I getting a warning when I try to access my router? Okay. I'll continue. Okay. Your connection is not private. Back to safety. Or advanced. Yeah. Okay. The server could not prove that the 192.168.1.1 is security certificate is not trusted by your device's operating system.
30:00
Speaker 2
What's the always what could it say there on the page? Okay that's okay ma'am that is for browser security and can I just click on advanced or like continue proceed and what are the options again you have the proceed how about advanced advanced then proceed.
30:00
Speaker 1
It says Hide advanced or back to safety. Oh, if I see proceed unsafe. Download the link to this app, which I already have. Okay. Open image in new tab. Download image, copy image. This is image stuff. So what do you want I do?
31:00
Speaker 2
Yes, click on proceed. Uh, it's okay, ma'am. Just click on the, um, you have the option connect to links of Linksys Smart Wi-Fi or you can tap on the two pictures of the phone. Like the, you have there the pictures of the phone. When you tap it, it will like, um, open, um, it will ask you for, um, log in like access velop or access router. no no, ma'am.
31:00
Speaker 1
Oh, I see it now. I see it now. I did it. Okay, so now it says sign in. It says Linksys Smart Wi-Fi. Sign in. Use your links to Linksys Smart Wi-Fi account to access your home network from anywhere at any time. So you want me to put it's asking me for my email address and my password. [silence] So don't have an account? Sign in. [silence] Oh my. I have
32:00
Speaker 2
I'll tell you again. The two image of the phone. Okay. You can see there again. The... Okay. Is it under router setup? Or access router? Um No ma'am. We're not using that. Um. Do you have their option? I... No. No ma'am. D. Okay. Um. Do you have another device that we can use, ma'am? Like maybe a tablet or a laptop. [silence] 5:25 Mhm
32:00
Speaker 1
My computer And the other room Do you want me to try that Yes Okay, so it says terms and condition just put agree. Okay. Connect the router to your modem or source of internet. So, it's connected. Plug additional nodes into the power near the router. It says next. Make sure everything has finished starting up. So light will blink while starting up.
33:00
Speaker 2
All right. Or how about this? Can you try to open the app right now? All right. Okay. Sure. Thank you for that. Okay. Now can we minimize that screen and connect to the internet back to the system? Yes. Yes. Then what options do you have right now? You're going to click on next.
33:00
Speaker 1
oh let me see if there's just the wall this way. Let me see if this one is okay so put in our light a solid. Checking for internet. Connected. Use the Wi-Fi settings as Julie Jean. Linksys takes your privacy security very seriously. Continue. Hmm. If I have to read this whole thing. Privacy pledge. When I. When I hit continue it didn't go. oh okay okay okay okay something went wrong and we couldn't transfer your wi-fi settings enter them manually for your device to reconnect automatically so you want uh name it says name your wi-fi end
34:00
Speaker 2
You have to, like, enable something, like tap a button, to get it like you did before. Like exactly the same way that you have to put the name, like, Julie Jean.
35:00
Speaker 1
Oh. I can do that. And then the password. Do we use the same password? OK. [ silence] [ silence] [ silence] Oh. Okay, Julie Jean created. Now let's connect to your new Wi-Fi. Next, go to your phone settings app and select your new Wi-Fi.
36:00
Speaker 2
I want to connect. OK, it goes back to settings.
37:00
Speaker 1
can um on my on my app okay of the Wi-Fi settings so it's hard to tell
38:00
Speaker 2
And then Wi-Fi. Yes, I know, ma'am. On your phone, you go, minimize the app, then go back to, go to settings. Yes. OK. Can we click on search again and go to NTPA? That will be NTPA. All right. Does your phone right now able to detect the Julie Jean? [silence]
38:00
Speaker 1
I'm just worried about the internet. Because internet may not be available if you want to connect. Should I put always connect connect only at this time. I already had it. Julie G. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah, says current network. Julie G connected via Linksys.
39:00
Speaker 2
Yeah always connect. That's on Julie Jean, right? Okay, that is that is under Wi-Fi on your phone. Like when you go to setting. Then when you go to Wi-Fi. The light on jumped. And Steve goes down to his knees and drives his head into the steam. at me. Now, he's never met that because he knew he was hurt.
39:00
Speaker 1
hold on, I got to go look at it. Yes, it's still blue. Oh, yeah, let me see. Yeah, I can.
40:00
Speaker 2
your length right now, the main node, what's the color?
40:00
Speaker 1
It's still blinking red. They're blue. The other two are solid blue. Yeah. Okay. That's what it's doing. I got it. Your eyes are so red. Okay. I unplugged it. Why?
41:00
Speaker 2
check if that turns to solid, how about the other one still blue, okay, no blinking red ma'am, can you turn that off, [silence] okay, wait for like 30 seconds to one minute, okay
41:00
Speaker 1
OK, and then play it black and. [silence] I'm going to play it back in.
42:00
Speaker 2
Yes. [silence] All right, plug it back in and let's...
42:00
Speaker 1
I mean, it's solid blue as soon as I closed it back in. Oh, okay, now it's blinking. Wow, it's blinking red again.Mhm. Yes. I'm sorry. Oh now now it's blue. Solid blue. Yeah.
43:00
Speaker 2
Madame the Wi-Fi settings that you set up earlier, is it exactly the same of your wireless before? Okay. Can we um like just also reset and reconfigure this um node, ma'am? Since it did not um it did not reconnect. Okay, solid blue. [silence]
44:00
Speaker 1
Oh, now I black back blinking, oh no actually now it's solid red. Okay. Okay, plug it in near the main one. Okay, it's solid blue right now.
45:00
Speaker 2
okay, let's just wait for, um, two to three minutes. Okay. Okay, let's just wait. Maybe it will like, still trying to connect. If still the same, ma'am, after a minute or two, if still the same, it won't reconnect, then we need to like, um, do a reset again on this node and connect it back to the network. Okay? Okay. But we need to, um, bring this node near to the main one. Um, not yet, ma'am, just after a minute or two. Okay, let's just wait, ma'am, that we can only, uh, we'll only do the reset. [silence]
45:00
Speaker 1
Okay. Okay. Okay. What? Huh? [silence]
46:00
Speaker 2
reconfigure if the node will goes back to blinking red or solid red okay okay okay okay so can i um can i place you on hold for just two to three minutes i'm just going to check something here I'll be back thank you
46:00
Speaker 1
[silence] we a little bit it’s the winter like to do that Thank you. Thank you. [silence]
47:00
Speaker 2
Hello ma'am, thank you so much for patiently waiting. I'm so sorry for that hold. The lights still stay solid. Okay, that's great. So that means it's um, after we uh, reset, reconfigured the parent node. Your um, the child node, it's back to connected um, to the internet. Okay, it's connected to the same setting.
49:00
Speaker 1
OK. No that'll be it. Oh actually I did want to ask you a question. Um. If OK. So when the devices connect to which node is there any way for you to choose which node or does Linksys automatically put them to the strongest connection? OK. Yeah. It's just because my TV in the furthest room from the main node it it goes off of that Wi-Fi from the main node. And it doesn't make sense to me because I have two other nodes close to it.
50:00
Speaker 2
that we set up on the the parent node, okay? So, is there anything else, ma'am? Okay, so, in case it... Mhm. So, the node we'll decide which one which network or which node to connect, ma'am. There is no, like, option that we can direct a device which to connect.
50:00
Speaker 1
This is to it. And it doesn't it doesn't have very much Wi-Fi like the bars, Wi-Fi bars. It doesn't get any speed and I don't know why it doesn't connect to the child node2 instead, cuz it's closer. I don't know. But I didn't know if there was any way to. [silence] Wait a minute. This says your network router Linksys. Next. Okay. Remove old router system from your account. I don't need to do that. I don't have anything old, right? So go, I'll do it later. [silence] Okay. All right. Well, thank you for your help. I guess.
51:00
Speaker 2
um, mm-hmm, yes, ma'am. You can just continue. Mm-hmm, yes, ma'am.
51:00
Speaker 1
That's all that that I needed. Thank you. All right. Okay. Thank you. Bye-bye. [silence]
52:00
Speaker 2
Okay you're welcome ma'am so just give us a call if you still need assistance in the future okay um give us a call and you can use your phone number ma'am as your ticket number so that we can pull up your record okay and then for updates as well you can always visit our website that is support linksys.com okay you're welcome ma'am.
52:00