V2 Rubric Detail — 6e29b772-7490-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 14:31
Duration
100m 6s
Contact
Tracey Schmitt
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135338
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall68.0% (+12.0)

V2 Grader Summary

The issue was resolved with all four nodes appearing in the dashboard, meeting R1. Technical guidance was accurate (T3 Met), including the 5-press method for the WHW-01 model, but the diagnostic process was inefficient and skipped the KB-mandated modem isolation test (T2 Partially Met). Customer effort was excessive due to repeated resets and poor call control (X3 Not Met).

V1 Case Analysis

Customer (WHW-01, serial M37B24212) had multiple mesh nodes showing red/purple LEDs and no internet. Agent guided through power cycles, 5-press reset on parent node, correct parent node selection, and web UI access (intended 192.168.1.1). All nodes eventually showed solid blue, dashboard displayed four nodes, and firmware update was available.

Troubleshooting Steps
  • Power-cycled modem and all nodes.
  • Performed 5-press reset on parent node (WHW-01).
  • Guided customer to identify solid blue vs fading/purple LEDs.
  • Instructed to connect to default Wi-Fi SSID and access local router UI.
  • Re-paired child nodes to the new parent node.
Key Observations
  • Call length exceeded 30 minutes with many repeated instructions and unnecessary hold periods.
  • Agent provided wrong router access URL (192.1.58.1 instead of 192.168.1.1).
  • Agent confused factory reset (10-15s hold) with 5-press pairing method, causing customer confusion.
  • Agent failed to acknowledge or address the customer's frustration and physical distress.
  • Agent incorrectly advised a 10-15s reset on a child node when 5-press was appropriate.
Positive Highlights
  • Successfully identified the need to designate a new parent node and performed a 5-press reset to re-establish the mesh network.
  • Guided the customer to get all nodes showing solid blue and visible in the dashboard ([83:00]-[98:00]).
  • Ensured the customer could access the router UI and confirmed a firmware update was available ([99:00]).
  • Correctly prevented the customer from unplugging the new parent node from the modem ([48:00]).
Agent Errors / Gaps
  • Provided wrong router access URL (192.1.58.1 at [86:00]) instead of 192.168.1.1.
  • Confused factory reset (10-15s hold) with 5-press pairing method, instructing both incorrectly at different points ([11:00], [39:00], [59:00]).
  • Failed to acknowledge or address the customer's frustration and physical distress at [80:00] and [81:00].
  • Repeated unnecessary hold/silence periods, reducing efficiency and increasing customer frustration.
  • Incorrectly advised a 10-15s reset on a child node ([59:00]) when a 5-press was the correct method for WHW-01.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Now I'm just on the dashboard. It's showing four nodes... I think we're done then. Yay! Okay. Thank you very much.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed multiple resets, power cycles, and 5-press attempts, but troubleshooting lacked logical flow — e.g., working on a child node as the parent, inconsistent focus on light states, and no systematic isolation of WAN/ISP issues until late. KB recommends testing at modem first (velop_wifi_connectivity.md), which was skipped.
R3 Met Correct resolution path conf 93%
Agent pursued full troubleshooting path appropriate to a mesh setup issue without citing warranty or refusing help; no premature escalation or dismissal despite customer frustration.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified symptoms (purple/red lights, failed connections) and asked about model number and reset history, but failed to establish a coherent diagnostic sequence — e.g., did not verify modem connection status early, misidentified parent node, and applied pairing methods without confirming root cause.
T2 Partially Met Appropriate tools / resources used conf 79%
Used 5-press method correctly for WHW-01 (supported per universal_5press_models.md), but failed to use critical tool: direct modem speed test to rule out upstream issues (per velop_wifi_connectivity.md Step 2). Also directed customer to 192.168.1.1 instead of guiding via app when web UI failed — app was ultimately used successfully, but only after unnecessary friction.
T3 Met No misinformation conf 94%
Instructions on 5-press pairing (valid for WHW-01), reset duration (10–15 sec), and keeping Ethernet on the new parent node align with KB guidance. No materially incorrect technical claims were made.
Communication
C1 Partially Met Clear & professional language conf 81%
Agent set timers and gave step-by-step instructions, but lost call control during long silences, failed to manage transitions clearly (e.g., switching between nodes), and did not reframe after customer expressed confusion and physical difficulty with reset button.
C2 Partially Met Confirmed understanding conf 77%
Agent used simple terms and repeated instructions, but did not adapt to customer’s visible frustration, physical limitations (difficulty pressing reset), or cognitive load. No comprehension checks beyond light color confirmation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and followed through on all commitments despite complexity and customer distress.
O2 Partially Met Proactive follow-through conf 76%
Agent gave time-based next steps (e.g., 'wait 2–3 minutes'), but did not set realistic expectations for total resolution time or number of resets required. Customer endured repeated cycles without being warned of potential duration.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was ultimately resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent said 'I do apologize' multiple times, but did not explicitly acknowledge customer’s repeated effort, emotional distress ('I'm going to throw up'), or history with Kinetic. Empathy remained generic and scripted.
X2 Partially Met Tone & rapport conf 78%
Agent maintained a calm tone but did not adjust pace or style in response to customer’s growing frustration, physical difficulty, or confusion. Continued with rigid script despite clear signs of disengagement.
X3 Not Met Overall experience conf 91%
Customer was forced to repeat resets multiple times, perform complex physical tasks (reset button access), endure long hold periods, and re-enter Wi-Fi credentials unnecessarily. Agent could have streamlined via app earlier but did not.
Call Transcript152 turns · 167 lines
Speaker 1
Let's see, hello. There, um, I have a couple of, link this. Uh, towers here and they're brand new and they're not working.
00:00
Speaker 2
Welcome to Linksys support, to ensure quality service, your call may be monitored for in-ware 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. 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. Hello, thank you for calling because tecnical support. This is charm. How can I assist you with the day? [silence] .
00:00
Speaker 1
I'm having a hard time. You have a lot of background. Yeah, that's a little bit better. You broke up, but that's a little bit better. Just a second here. I've got the TV. I got the TV on in there and now it's telling me to to hook up one of these to that. So I'm going to try that, but I need the password. What is our password? Well, it's your 4X. Okay, I'm going to try that. Uh? So, uh?
01:00
Speaker 2
I do apologize to hear that, ma'am. And since when did you observe that it stops working? Hm-hm. Okay, one moment here. Hello, ma'am. Can you hear me? Hello? Yeah, I do apologize to hear that one. All right. Hm-hm.
01:00
Speaker 1
I was on the phone with uh Kinetic trying to get these to work and they said that it's not their problem, that it's a Linksys problem. And uh, I've never had this problem before because I've got replacement um, towers before and not had to go through anything and I just haven't been able to get these to connect to my uh, router. So, I don't know what's going on. Now, my husband says that he think he's got something working, but I don't know. But uh, yeah. half the time when I go to the length app, it shuts down on me. So, I can't even use it to even go through a process. Um, but here I am now, I have two of these and they both have purple light, which I was told
02:00
Speaker 2
Mm-hmm. Oh, I see. All right. I apologize. Here. Yes, ma'am. [silence]
02:00
Speaker 1
they're ready for setup. And I've never had to go through a process at all like this before. Um, when I've replaced them in the past, I, I've just plugged them in and pretty much been ready to go. So, I don't know why I'm having problems now. Oh, yeah. Uh, long enough for the light to turn blue. Probably something like that, yeah. And it'll, they'll turn blue for a little while, then they'll go back to the red or the purple.
03:00
Speaker 2
Uh huh. See ya. Did you press the reset button of this router? Now, how long did you hold the reset button? I see. Got it. Maybe about 15 to 20 seconds. Uh, but, you were. Mhm. I see. Got it. Can you provide the model number and the serial number of the
03:00
Speaker 1
Let's see. The model number is WHW-01, and the serial number on the first one is 25F, as in Frank, 13 M37B24212.
04:00
Speaker 2
Is that, is your, [silence] When was it that you noticed that your connection was dropped, rob?
04:00
Speaker 1
It's been about a month ago I lost connection on two of them. Couldn't never get them reconnected, so I bought more. And I've never gotten them to connect. Typically, I've got four. That's correct. Yes. Well it was blue but they had me disconnect the ethernet off of it to put it on one of these other nodes. So right now it's got nothing. Should I reconnect it to the main?
05:00
Speaker 2
a collection happened. Uh-huh. All right, got it. And how many nodes do you have, ma'am? Or how many links does router do you have? Okay. One means you know then three nodes, uh other nodes child notes. Is that correct? Okay, what's the light color of the main node then, Mar favorite many is then the front node? The one that is connected to your modem. Is it, um, solid, purple?
05:00
Speaker 1
I plugged in the main one again and it's blue it's a faded blue
06:00
Speaker 2
Yes. Can disconnect the parent node to the Ethernet cable. All right. So since you just plug it in, ma'am, let's wait for about two, three minutes, because the device is still starting up. And the light status, is it solid blue or a fading blue? All right. So let's wait for about, two three minutes.
06:00
Speaker 1
Do I need to push the reset out there anything or is it just taking this long to warm up? Okay. Right now it's just a faded blue. Yeah.
07:00
Speaker 2
[silence] Um, let's just wait for two to three minutes, mom. It's still starting up and let's wait if, what's the light status after. If it's uh blinking red, a solid purple, purple, or a solid blue. Let's just wait. Mhm, it's so um, pale.
07:00
Speaker 1
It's still faded blue. And until I, yeah, before I unplugged that, it was a solid blue. Didn't have any problems with it.
09:00
Speaker 2
All right, so what's the light status now? Is it still fading blue, or is it, um, solid color? It's still faded, all right. Mm-hmm. [silence]
09:00
Speaker 1
Yeah, still faded blue. Oh, boy. Okay. Okay.
11:00
Speaker 2
All right, Sophit. All right, so here's the thing then. We will reset this main node. And once we reset this one, it will go back to its default settings and all of the devices that are connected to this may not before will be disconnected. And once we set it up, you need to connect your device manually back to the network. All right. But you can use the same wi fi name and password that you have before.
11:00
Speaker 1
Oops, kind of hard to get you in there. Yeah, it keeps slipping off, gosh, darn it. Uh, I'll find something that's gonna work a little better.
12:00
Speaker 2
[silence] so kindly press and hold them the reset button of this main node until the light went off and release once the blue light is showing [silence] you can use a pin or a pen
12:00
Speaker 1
Well, I can't even find anything to push down in there. OK. I think I got something that'll... It just can't... It just keeps clipping off. OK. Gosh darn it. OK. I'm an annoyed person. I can't hold the button... Gone or not at the same time. I'm not... Ugh. Well, I wish somebody could just come out here and help us. I got the button pushed in, but I have no idea what color the light is.
13:00
Speaker 2
Uh,
13:00
Speaker 1
Yeah. Yeah. I've tried several times, but I can't keep a pushed in and again. Look at the light at the same time. because it just keeps clipping off of the reset button. Trying different silverware here. Everything just keeps clipping right off of it. Okay, I think I've got it.
14:00
Speaker 2
I apologize. OK. They understand that one. OK. Did you press and hold the reset button already? This I'll set the timer.
14:00
Speaker 1
So far, it just looks like the light blue. [silence] Yes. [silence] Still light blue. [silence] Just a solid light blue. [silence] Yep.
15:00
Speaker 2
All right, kindly release the reset button. Kindly check what's the light color, ma'am? A solid one or a fading blue? All right, just a solid light, please.
15:00
Speaker 1
Okay. says is syntactic. is syntactic available. Well, it's genetic. It's just genetic and then it's got a bunch of numbers.
16:00
Speaker 2
But you can check maybe on your phone or any device like an iPad and go to the Wi-Fi settings and see the available networks and check for available networks. How about your network, ma'am? Can you see the network that you created? Or the Wi-Fi name? How about available networks? or other networks?
16:00
Speaker 1
0,000s show the Velop. Setup. Three times with three different numbers after them and then it shows kinetic 5G. Whereas the one with a check mark is only kinetic 2.4. I did not know, and somebody else, somebody from Kinetic hooked it up for us, and now they say it's not their problem. If I ask them to send somebody out and they won't do that, cuz I said, can't you just send somebody and we're on a premium account and she just passed me on to you.
17:00
Speaker 2
[silence].
17:00
Speaker 1
yes yeah they all yeah they all three say Vellup setup one is four E E the next one is 5 2 6 and the next one is 5 3 E it is still it is still that light blue and I can't tell I think it might be kind of fading in and out it's just like a
18:00
Speaker 2
I see. Okay. Um, you mentioned earlier that you see three velo names on available networks. Can you tell me what are the names showing? It's otherVelo setup. What are the numbers? Five 3 E. All right. Okay. Uh, it's five two is showing. What's the light status of the lengths as router right now, ma'am? The one that is connected to your motor. Is it still solid? All right. It's still fading in and out.
18:00
Speaker 1
Which is weird, because it was regular blue before.
19:00
Speaker 2
Okay
19:00
Speaker 1
It's just that, just that faded blue. Yeah, it's a, kind of a pinkish purple. You want me to plug the, okay, you want me to plug the Ethernet cable in? You want me to unplug it from the [silence]
20:00
Speaker 2
Okay. Can you double check, ma'am, if the light change to a red or just fill it on fading, blue or a solid blue for the main node? Okay. Can you unplug that one, ma'am? And you mentioned earlier that there are nodes that the light status is all white, right? Or a solid purple? All right, can you plug it in on the mom let's make it as the new parent node. Yes. What?
20:00
Speaker 1
okay okay okay I plugged it into one of the other ones that's still that purple pink color [silence]
21:00
Speaker 2
Um, what's the status of the one that you just plugged in, ma'am and map? Seller Spar and Pink, or right? Alright. So the last status of the O1 MAM is still Followed Pink or A solid, um, purple. The next step is kindly press the reset button five times. like press release, press release, for five times. Not too fast, not too slow.
21:00
Speaker 1
Okay. It went to red. And now it's pulsating that purple-pink color. Okay. [silence]
23:00
Speaker 2
Alright, so let's give it about two to three minutes, ma'am, and let's wait if the light status of this child module will change to a solid blue or a solid red. So, I'll set the timer here in my end. [silence]
23:00
Speaker 1
Okay, it turned blue. Uh. Yeah, it went back to full-stating ridge. [silence]
24:00
Speaker 2
All right, so let's wait for a minute or two, man, mcs it might turn to solid red and back to solid blue.
24:00
Speaker 1
Sorry. [silence] Waitin. Have to go anywhere. [silence] Still just network TV? Yeah. Don't mess with anything. No, I just need to see the. [silence] We're on wait. We're on hold here, so wait and see what happens. So, which, this is the, the tower that's plugged into the. It's pulsing red. And the other one that's not connected to it, the other one that's not connected to it, is still pulsing red. And I didn't do anything. Yeah, but the main node is still that faded green, faded blue, faded green, whatever.
26:00
Speaker 2
Hello, ma'am. Can you tell me now what's the light status of the one that is hooked up to your modem? It's still posting, right? They are both posting with the red, alright? [silence]
27:00
Speaker 1
So the main router and the main note, right? Yeah, there's two questions. Okay, I'm looking here, there's, okay.
28:00
Speaker 2
I see. Got it. All right, so here's the next thing you need to do. Can you unplug both the modem and the router, or these main nodes from the power source, and also the other one with the pulsing red light status? And wait for 20 seconds before you plug it back in? Yes, yes. Unplug it from the power source and wait for 20 seconds. And also the one that is [silence] side.
28:00
Speaker 1
Yes, both unplugged from the power source. Yeah. Okay. Plug back in.
29:00
Speaker 2
disconnected your modem from the power source all right all right can you plug it back in then first the one that is connected to your modem also the main one all right so let's wait for about two to three minutes good one moment Yes they
29:00
Speaker 1
Now my other um, Wi-Fi option has come up but it has no internet connection. And that was a, one that I had been using quite some time ago called My Peeps and for some reason it just came up and has the blue check mark by it. Yes, they are. The ones I can see. There's one in another building outside. I cannot see that one obviously, but the three that are before me are all blinking red.
33:00
Speaker 2
Okay, so all of the notes are all blinking red. Okay, all blinking red. Yeah. All right ma'am, can you double check ma'am, if the cable is properly plugged in from the modem to your um Linksys? [silence]
33:00
Speaker 1
It's between the, the off and the reset button. and it is plugged in. [silence] uh my monitor it's plugged in on the first port yeah but the ethernet is plugged in on the the
34:00
Speaker 2
And on the first part. Correct. Plugged in on the first part. Uh-huh. Where is it plug in again, ma'am?
34:00
Speaker 1
Ethernet line is plugged into the child node. [silence] Yeah, the Ethernet is plugged into the child node 53E. [silence] The valop setup 53E. [silence] Not to the master net switch. On that case, you I try to reach the child node system via Ethernet connection is best thing to try first.
35:00
Speaker 2
Oh, it should have been done, right? Already?
35:00
Speaker 1
Not to the main one. I mean, I can switch it back, but yes. no. yes. yes. Yes. my husband wants to ask a question. I'm asking you. always asking me. This this one is the old one. This one didn't have any problem. This is the main one.
36:00
Speaker 2
um, the 53 M, this is a child note that we are working on right now, correct? Okay. And this is not the main node. And this is also the one that you press the reset button five times earlier. Um, got it.
36:00
Speaker 1
main node. But you don't have the internet hooked up to that one. You have it hooked to the one. Not right now, because this is how she instructs me to do this. Okay, but what I'm saying is, being this one is hooked up to the internet, this is the one we're trying to hook up, not this one. That's correct. So, why are we working with that one? We're not. We're working with this one. 53 I'm following her instructions. Okay, well, why are we unplugged? No, I'm following her instructions. She's the gal from Lynx. Okay. This is what she asked me to do. I'm not gonna sit here and argue with you over it. Okay, well, I'm the one arguing. I just want to make sure that we're doing things correctly because we have the internet hooked up to this one and This is what she requested me to do. Okay, I'm gonna stay out of this. Okay. I think you missed part of it. My husband doesn't think we're doing this right. Correct. That is correct. That is correct. That is correct. Yes, on the child... Yes.
37:00
Speaker 2
I see, all right. So the, so the internet is hooked up to the child node. Is that correct? Okay, and it's solic blinking red. All right, one moment here. All right, can we reset this node again? Is it okay? Is like, can you press and hold the reset button again for this child node?
38:00
Speaker 1
So the, five times. Or or just. OK. Still holding it. Oh, thank. OK. I let go. It is blue. It is a solid blue at this exact moment.
39:00
Speaker 2
Uh, you need to press and hold it for 10 to 15 seconds. All right. All right, can you tell me what's the light status? Solid blue or? All right, got it.
39:00
Speaker 1
Yes, it is. Yes. Yes. It's just kind of a pulsing blue. mhm and now purple.
40:00
Speaker 2
All right, just a pulse and we'll let you set a timer here, please bear with me. is now solid purple, so kindly press again, member reset button five times. Like press release for five times, not too fast and not too slow.
41:00
Speaker 1
Okay, I did that and it's pulsing purple. You mean, other than my phone? I can use my husband's phone. [silence]
42:00
Speaker 2
All right, so let me set the timer again here for 2 to 3 minutes. If I may ask, Mom, do you have any iPad or a laptop that you can use or a computer to access the web interface of this router? Yes. Other than your phone. Uhm, how about an iPad? Do you have an iPad?
42:00
Speaker 1
It's the solid loop.
43:00
Speaker 2
Yes. Your- you can use your phone if you want. Also. Let's- try to access it. A. Is that a solid blue? Okay. Let's wait. Okay. Right. Um, well, wait a min- kindly connect your phone to the wi-fi of the- or I mean the default wi-fi name of this child node. [silence]
43:00
Speaker 1
[silence] So uh, develop setup 53E. Is that is that what I want to do? Okay, I yeah, it just says vellop setup 53E and now it's asking for a password. So okay, I see it. KOSV I J
44:00
Speaker 2
You can check the Wi-Fi name and password on under the router. It's on the label. Yes, that's the Wi-Fi name showing on the label. Yeah. All right, the password is under the label also. Yeah, it's underline.
44:00
Speaker 1
It's showing it's connected. It is still solid blue. The other two are blinking. Yes.
45:00
Speaker 2
Alright, it's connected. And the light status, is it still solid blue? Alright, so the other two are blinking red. Let's connect that one later on. Let's focus first on this node, we need to make it, to make it online. Alright, so since you're not connected, ma'am, your phone does have any or your mobile data. Is it on? On your mobile phone?
45:00
Speaker 1
Yeah. Let's see here. How do I do that? Let's see. Okay. I shut off cellular data. Yeah. I shut off cellular data. So, uh, which, what app. The Linksys app?
46:00
Speaker 2
Um, can you turn off the mobile data, ma'am, so that we can check the Wi-Fi is working? Um go to the mobile network. All right, you turn off the cellular data. And you are now connected to Lincsys53 E, correct? All right, can you open any application, ma'am, or any website like a YouTube or your email and see if the internet is working? um like a YouTube. Do you have a YouTube?
46:00
Speaker 1
Oh, oh, yeah, yeah. Yeah, I got YouTube. YouTube is working. Okay. So I need to disconnect the ethernet cable and put it on, plug it in one of the other ones. [silence] As soon as I unplugged that.
47:00
Speaker 2
uh no not the linksys app so it's it means that the Wi-Fi is working now from linksys all right so let's connect the other two uh no need for you ma'am so you cannot unplug the Ethernet cable on this node since this is the new parent node now all right so for the other two we will um connect it to the network and make it as in child nodes the one with the blinking light status
47:00
Speaker 1
I pulled the node from the ethernet and it went to the red blinking. Oh, I see what you're saying. Now it's blinking red again. [silence] Now, [silence] I have to leave it plugged into the ethernet. Okay. I pulled it back in and now it's
48:00
Speaker 2
You cannot unplug, the one, um, can you plug it back in? since it's the new parent node. Okay, so since we make this one as a new parent node, ma'am, the child node before we make, we swap that one and make it as a new parent node. So you cannot unplug it from the modem, or from the ethernet cable. Yes.
48:00
Speaker 1
still blinking. Okay. So it's blinking red, so I suppose we have to go through the whole process all over again. Or do I just reset it? Yes. Okay, the modem and this new tower that we're going to use as the main node. [silence]
49:00
Speaker 2
all right, so the, all right, no need for you to reset that one man, um the light status is still blinking red, all right, can you unplug both, unplug them both the modem and router from the power source or this router from the power source, and also the modem the kinetic modem, yes, unplug it from the power source, and wait for 20 seconds before
49:00
Speaker 1
okay they're both unplugged there are both and yes okay modem's plugged in
50:00
Speaker 2
All right so they are both unplugged can you plug it back in can you plug the modem first plug in the modem first all right and then plug in then and next is the new
50:00
Speaker 1
Okay. They're both plugged in. And it's blue already.
51:00
Speaker 2
Okay. Let's wait for about two to three minutes and I'll set a timer here in my end. It's still starting up since you just plug it back in. So that's wait for about two to three minutes. a guy, I'm a nurse for nine years. Hello, man. Yes, can you tell me now what's the light status?
51:00
Speaker 1
it is still blinking red, and it's on my phone, it's showing that there's no internet connection, everything, everything's plugged in, everything everywhere is plugged in, oops. Yep, everything's plugged in. [silence]
55:00
Speaker 2
it is as blinking red? Yes, no internet connection since. Um, a light status is blinking red. Can they double check ma'am if the cable is properly plugged in? Yes, that is plugged in. Okay. Behind my pc minus the refrigerator. Um. Okay. The cable used is working with each p? Yes, um. Cool. And the same cable is working, right? Yes. Okay. Is this the first time for your modem to be on this blinking, um, red light? Yes, ma'am. Okay. Have you tried troubleshooting the modem through its app? Okay. Um, also please go to your gale router. The label router and the io. Uh-huh. Okay. Yeah. Okay. And just like this, same color. Uh-huh. Okay. Okay.
55:00
Speaker 1
That's correct. DSL two, WAN LAN, USB, Wi-Fi 2.4 gigs.
56:00
Speaker 2
All right, so everything is plugged in but the light status is still uh, blinking red. And how about your modem and what's the light status of your modem right now? All right.
56:00
Speaker 1
Uh, yeah, everything seems to be working on the bot-um. It's just still showing at the V-L-L-P setup- 53 E, which is the new main node, has no internet connection.
57:00
Speaker 2
running online? Mm-hmm. All right. Yes, because it's still blinking red. Correct?
57:00
Speaker 1
Yeah, correct. Yeah. Yep.
58:00
Speaker 2
alright so this is so blinking red it means that it disconnected again so we need to reset again the device it's working earlier is right you confirm that the internet is working earlier and the light status is solid blue but you unplug the cable and that's the time it turns to blinking.
58:00
Speaker 1
Yes. Yes, that's correct. Okay. Press and hold. [silence]
59:00
Speaker 2
is that correct? all right, all right, so let's try to reset again this node, ma'am. can you press and hold the reset button again ma'am until 15 seconds, 15 to 20 seconds? all right. all right. kindly release the reset button.
59:00
Speaker 1
The kid is blue. It's pulsing blue. I need to use that club to order my phone. I'm sorry it's just order wizard. I need to be able to order my phone. Why would I go to not build? I can't use the green one. I can't look at the phone. I'm sorry. Okay. It's purple. [silence] [silence] Blueprint highlight IDSYH. [silence] [silence] [silence] [silence] Yeah, it's print connected. [silence] This saying. [silence] Yeah, yeah, it's on that. [silence] Yeah, that's where the check mark of is. [silence] [silence] [silence]
60:00
Speaker 2
Yes, hello. Can you tell me now what's the light status of the node? Right. So is it solid blue? All right. So can you connect your phone back to the network and see if it's connected and have Internet connection? Not on kinetone, ma'am. It should be on Linksys 5G.
64:00
Speaker 1
Yeah, it's a blue check mark under the Wi-Fi, developed set up 53 E. So it's showing that it's connected. Yes. Do not connect, do not yourself. So leave it connected. Gotcha. Yes. [silence] Okay.
65:00
Speaker 2
Alright, so what does it say? is does it say it's connected [silence] Alright, um kindly open you know [silence] kindly open again the YouTube and see if it's working [silence] Alright, got it. So then do not unplug the ethernet cable. All right. on this node, this new parent node so that it will be the main node. Do not unplug. Yes, leave it connected. All right. Okay. So let's work on the other two right now. How far is it from the main node [silence]
65:00
Speaker 1
Okay. So the next one is 4 E. I don't even see a thing for that one. We will try uh, 526. for WA. You got to put the password in. It's not that hard. The one I just put the The next one was no. Uh, 1766. It's harder than it looks. You, you definitely or password, all on the 70s. Sure. Enter the password, got it. Right.
66:00
Speaker 2
right so yes how far is it from the new parent dog? So ma'am, what's the light status of the two nodes that is not connected to the network?
66:00
Speaker 1
The password input was blue and the other one is still pulsing red. And it says I'm unable to join. What it's showing Now, this is confusing. I don't know what's going on here. I got my phone plugged into a very short cord, so I can't see it very well. I'm going to lose power on my phone if I Okay. The Develop Setup 526 has a blue light. A solid blue.
67:00
Speaker 2
Okay. [silence] In the hotel class. [silence] All right.
67:00
Speaker 1
Only one I don't see. Yeah, I don't. Let's see here. I'm going to have to manually enter it because it's not an option. C E O E and passe sorry D and V V1 Brova. [silence] So, it can't find this one. Or I try to re-enter the password, but on the, uh, on this, child node, that I'm trying to hook up. Okay. One is solid blue, one is uh, fading in and out red. And the, yeah. The, uh, one that was the main node, I also have it plugged in and it's faded red. [silence]
68:00
Speaker 2
Where do you want to enter the password, ma'am? No, ma'am. We will hook it up later. I will provide you an instruction on what to do. Just tell me what's the light status of the two child nodes. Okay. It's fading in and out red. So ma'am, for the fade. And how for? It's fading red.
69:00
Speaker 1
couple of feet. less than two that i can see. i don't know about the one that's in the other building. no, there's the one that's from Mexico. oh, i don't know. sorry ma'am, i didn't hear you. yeah. yeah, and one blue. yes. then one blue. no. i have four.
70:00
Speaker 2
And how far is it from the main node? uh-hm new main node uh three to six feet away maybe uh-huh, okay, that's it. uh-huh so how many nodes are now blinking red? All right, so two. All right, so two blinking red nodes. Is that correct? Uh-huh. Okay, so the one that is solid this is the one hooked up to your modem, right? Uh-huh the main one.
70:00
Speaker 1
Sure. Two others that are blinking with. Yep, yes. Hey.
71:00
Speaker 2
four are, we have four notes in total in one place. all right. so then for the two child nodes, or for the two nodes that has two blinking light status, can you reset that one? like press and hold the reset button for about 10 to 15 seconds? one at a time? all right. [silence] all right did you press and hold the reset button? all right so both of the nodes that has a blinking red you press and hold the reset button of that all right Thank you.
71:00
Speaker 1
One that was turning that was red. That was the original main node is now a light blue faded. Now it turned back to blinking red because I have not reset it yet. Yeah, press that red button for 10 to 15. And just hold it. Well, what did you click? Oh, I know that one's hard to get to. It's color is that one. Let me see if they did you have a 10 or 15 seconds. Okay, let go.
73:00
Speaker 2
All right. Can we reset that one, Ma'am? Press and hold the reset button. Yes. Ten to fifteen seconds.
73:00
Speaker 1
Nope, that last one we did is just not – we shut it off. I never shut it off. It's not doing any. It's just not doing anything. That last one's just not doing anything. The last one is not, I can't see it because somebody's got it. It's not, it's not doing anything.
74:00
Speaker 2
Are you going to go? What's the light status of the last one then?
74:00
Speaker 1
honestly i think no all of a sudden it's just nothing wonder if that was our problem the second to the last one went back to purple um correct so we got two blue one purple and the last one is nothing and the last one that has nothing was this was originally the main node yeah everything's yeah everything everything space
75:00
Speaker 2
So, there's no light on the last mode. All right, so let's uhm. Now, it's purple and the other mode don't have any light status. The last mode. Hmm. I see. May I check ma'am, if the adapter is properly plugged in. The power adapter.
75:00
Speaker 1
Plugged in. Tightly. On. In. switch is on. switch is on. on. Oh, now I got rid. now I got back to cool thing red. took a while. Yeah, now it's just red. no, now it's just red.
76:00
Speaker 2
How about the switch? Is it on or off? Uh-huh. But there is a light on that node earlier, right? A blinking red. Uh, I see. Uh-huh. Back to pulsating red. Mhmm. Did you get it?
76:00
Speaker 1
Could you please get me a cup? [silence] Correct. [silence] On the Okay.
77:00
Speaker 2
[silence]
77:00
Speaker 1
Okay. Okay. All right. The main one is blue. And the one we're troubleshooting is purple. I (male speaker) one yes I did. [silence]
78:00
Speaker 2
All right. So Purple, you do the five press, right? On the main node.
78:00
Speaker 1
Correct. It's actually pulsing red now. It is also pulsing red.
79:00
Speaker 2
uh, four or five times, all right, and the light status is still solid purple for the third node, all right, it's now pulsing red, it means that it's now communicating, the main node, how about the last node, then, what's the light status, all right, so let's wait for about three to five minutes, and I'll set the timer here,
79:00
Speaker 1
So. Yeah. I'm gonna throw up. I feel so sick. [silence] [silence] I can't even give my phone to charge. [silence] [silence] [silence] I better be done. [silence] television to live without internet. Sigh. You can sit here on this funny. Sigh. God. [silence] The third one is blue and the final one is that light, light blue. The final one is, yes, it's that faded looking blue. The other three are solid blue. Okay, and so am I going to lose my connection when I relocate them? [silence]
80:00
Speaker 2
All right, so can you tell me now what's the light status of the last two nodes? Are they still blinking red? They're all both solid, ma'am. Or are they still fading? All right. So for the three solid dual light status, it means that they are all now connected to the network, and you may relocate that two nodes to the other location you want to relocate it. Just leave the main node plugged into the modem. All right.
83:00
Speaker 1
Okay, I'm going to try take one and relocate it right now. Here honey, you want to plug this in? I don't know if it'll work here or not. I'll try it here. Okay, still blue. Try the TV. Yeah, yeah. Okay, we relocated one. I don't know where we're going to put the other one yet.
84:00
Speaker 2
[silence] You will not lose the connection [silence] if you did not unplug the main note [silence] from the computer, uh, internet? Sorry [silence] If you did not unplug it from the modem [silence] Alright [silence] [silence] [silence] And [silence] Do you want to change the wi-fi name and password? Or do you want to keep it as is?
84:00
Speaker 1
um, I can, can I make it where it's just the universal password? yeah, I'd like to do that. yes yes Num53 E. yes, that's what it is.
85:00
Speaker 2
This what is printed on the label? Yes. Do you want to you want to change or customize the wifi name and password? Alright. So. Well. Can be open or you're using your phone. Right. Alright. So, since you are now is still connected to Linsys53E. All right. So, ma'am, kindly open a browser.
85:00
Speaker 1
so see well. Oh Okay, start over please. have dog is barking. One nine two Dot one. 58 dot one dot one. Is that every Okay All right. [silence]
86:00
Speaker 2
All right, on the browser, kindly type in, on the address bar, type in 192, alright, alright, so on the address bar, man, kindly type in 192. that 168. that 1 that 1. Enter
86:00
Speaker 1
I got a login administration for router network. And uh, yeah, that's pretty much it. It just says uh, login administration. On where?
87:00
Speaker 2
And what can you see now on the page? [silence] So [silence] Can you input "admin," all lowercase, on the box? [silence] All right, so you are on the page where you can, it's asking for a login page, right?
87:00
Speaker 1
um, Well, when I went to, when I entered the number you gave me, then it gave me some options, and a couple of them are log in administration, IP address, which routers like Linksys and other network brands use as an access point or gateway. Yeah, I haven't pressed any of those yet. those are just the options. okay? okay.
88:00
Speaker 2
[silence]
88:00
Speaker 1
Okay. And it says download the Linksys app for setup. And I've already got the Linksys. Yes. Okay, it wants me to sign in.
89:00
Speaker 2
All right. Can you see the? All right. No worries regarding that one. Can you see the an image of the phone or a picture of the phone. Can you kindly tap that one.
89:00
Speaker 1
It's asking me for an email. It's asking me for my email address and a password. And then it says, "Don't have an account? Click here. No. No just end user license agreement, terms of service, privacy statement, third party licenses. Correct.".
90:00
Speaker 2
All right, so asking you for a router password or administration password? Right, can you see what are the other options on the bottom? Um, how about um below that one? Um, log in locally? Is there an option for you to log in locally? Okay, so let's use instead the Linksys app. Kindly go close that one, ma'am. And do you have a Linksys app on your phone, right?
90:00
Speaker 1
Okay. All right. Now it's just telling me to connect my router, my modem or source of internet. All right. Make sure everything has finished starting up and then it, you put okay. Says it's connected. It wants to know if I want to use the same Wi-Fi settings as my Pete. Yeah. Okay. Now connecting. It says, please type in a password. All right.
91:00
Speaker 2
Okay, can we access the Linux app? Okay. Next done? Click next or done. Can you see it? Next? Yes.
91:00
Speaker 1
Linking my account could take up to a minute. [silence] says something went wrong and we couldn't check your Wi-Fi settings and everything [silence] them manually for devices to reconnect automatically or choose something new. Hmm. That, that just doesn't give me a back. Uh, it says I must enter something to continue and it wants the Wi-Fi name. Okay. Before it was my peeps. Okay. I just don't know the password. Okay. All right.
92:00
Speaker 2
Enter Manually. Enter Manually. Oh yeah, You can create the WiFi name or input your old WiFi name. What's your the WiFi name you created before? All right, you can use that same WiFi name. Now you can create a new password if you want. Make sure that you take note of the password or take a screenshot of the password that you that that you'll be creating.
93:00
Speaker 1
okay, let's see if it's configuring my wi-fi. One of those notes, just went out and flashing red again. That is the uh, no, it is the uh, 526. One of the new ones. First it said I was connected, and now it it looks like you're not connected to new Wi-Fi. Please follow the steps above. Oh boy. It says, looks like you're not connected to your new Wi-Fi. Please follow the steps above. Go to my phone Settings app. Wi-Fi name, password and once connected
94:00
Speaker 2
Oh, which one is it, though? Is it the old parent node? [silence] All right, no worries regarding the one. [silence] All right, what does it say on the app?
95:00
Speaker 1
Connected return to the Linksys app. Okay. Oh, boy. It just keeps wanting me to hook up the kinetic. I'm trying here. Okay. I think it's thinking. Okay. It's connected to my peaks. [silence] Yes.
96:00
Speaker 2
Alright, go to the Wi-Fi settings on your phone, ma'am, and find the network name you created. Um, go to the Wi-Fi settings and see the available networks. All right. Check available networks or other networks. All right. So, now it's connected. Can you select that? Um, it doesn't ask for any password.
96:00
Speaker 1
Yeah, I had to enter the new password with the network name. I did that. There's a blue check mark under the my peaks. Yes. Yes. Okay. Okay. Says it's looking for child nodes. Keep your phone in the setup area. No. No. Okay, it's showing.
97:00
Speaker 2
ready, kindly insert the new password. All right, it's now connected. OK, can we go back to the Linksys app? Skip, is there an option for it to skip or no?
97:00
Speaker 1
It's showing my network router, Linksys, and it says, next or add more notes, and that one note turned blue again, so I guess I'll push next. And it says, remove old router system from your account. And it says, like, Okay, I'll do that later. Says, I can send error reports to you guys. So next. Okay, it says my upgrade is complete. Thank you for being a continued Linksys customer. Go to dashboard. [silence]
98:00
Speaker 2
All right. Next skip. Can you see their skip for now? Mm-Hmm. Yes agrees or next garant. Guests, go to dashboard, please. [silence]
98:00
Speaker 1
Okay, now I'm just on the dashboard. It's showing four nodes. Woohoo! Yeah. That is it. Now I just need to go. It says new firmware is available. So, I guess I'll just update it, right? Okay. Yeah, I think we're done then. Yay! Okay. Thank you very much.
99:00
Speaker 2
All right. So, it means they are all now connected. And you've already created three child notes, ma'am. All right. So, is there anything else ma'am? I could assist you with that aid in this. Mm-hm. Yeah. All right. All right. So if in case there are problems, then you may contact us back, all right? You're welcome ma'am. And enjoy your Wi-Fi. Bye for now.
99:00