V2 Rubric Detail — 70ef21f2-794c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:07
Duration
145m 19s
Contact
Ron Wicker
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135982
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_certain devices wont connect to the internet
⚠ 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

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+34.0)

V2 Grader Summary

The agent correctly diagnosed and resolved a post-storm mesh failure by performing a factory reset and 5-press re-pairing on a WHW03 node, then guiding full app-based reconfiguration. All actions align with KB, including continued support despite OOW status. Resolution was confirmed with full mesh restoration and customer validation of internet access.

V1 Case Analysis

Customer had WHW03 mesh nodes showing red LEDs and devices unable to connect after a storm. Performed LED verification, power cycles, factory reset, and 5‑press diagnostic on nodes. Restored node status to solid green, internet connectivity confirmed on multiple devices.

Troubleshooting Steps
  • Checked LED status on each WHW03 node.
  • Power‑cycled modem and all mesh nodes.
  • Performed 30‑second factory reset on nodes.
  • Executed 5‑press diagnostic reset on the node with solid red LED.
  • Re‑added nodes via the Linksys app and verified connectivity.
Key Observations
  • Call duration exceeded 2 hours with many repeated steps, indicating low efficiency.
  • Agent disclosed a redacted card number, a serious compliance breach.
  • Agent showed patience and eventually achieved a working network.
  • Instructions about resets (30‑second hold vs 5‑press) were sometimes confusing.
Positive Highlights
  • Correctly identified the WHW03 model and serial number.
  • Used the appropriate 5‑press diagnostic method for this mesh model.
  • Persisted through multiple resets until connectivity was restored.
  • Provided clear warranty status information.
Agent Errors / Gaps
  • Read back a (redacted) payment card number, violating PCI compliance.
  • Long, repetitive troubleshooting without clear summarization caused inefficiency.
  • Limited empathy and occasional unclear phrasing led to customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed connectivity: 'All right, I'm connected' and later 'says I have internet' — final resolution confirmed with three nodes online.
R2 Met Diagnostic thoroughness conf 96%
Agent conducted structured troubleshooting: verified LED status, performed resets, used the Linksys app, and validated internet access — all aligned with KB procedures for WHW03.
R3 Met Correct resolution path conf 94%
Agent acknowledged out‑of‑warranty status but continued troubleshooting (‘device is actually out of warranty… we will be able to assist…’) and did not dismiss the case.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified solid red LEDs as symptom, asked about node connectivity and ISP, determined need for reset and re-pairing — logical progression to root cause: failed mesh sync after storm.
T2 Met Appropriate tools / resources used conf 96%
Used correct tools: physical reset button, 5-press method (valid for WHW03 per universal_5press_models.md), LED observation, and Linksys app — all appropriate and necessary for mesh recovery.
T3 Met No misinformation conf 97%
All technical steps match KB: factory reset via 30-second hold (universal_factory_reset.md), 5-press for re-pairing (universal_5press_models.md), app-guided setup — no incorrect or unsupported advice given.
Communication
C1 Met Clear & professional language conf 94%
Agent maintained control throughout 2.5-hour call: set expectations, managed transitions (‘I’ll be here’), and kept focus on resolution steps without losing direction.
C2 Met Confirmed understanding conf 93%
Adapted language to non-technical user: used simple terms, repeated instructions, confirmed understanding (‘Can you go to settings?’), and adjusted pace to customer’s ability.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end: no transfers, stayed on line during extended troubleshooting, and followed through to final confirmation of working network.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: move child nodes, monitor signal strength (–63 dBm), and observe for 24 hours — realistic and actionable guidance.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; this was first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation executed; resolution achieved in-band.
Customer Experience
X1 Met Customer effort minimised conf 96%
Demonstrated sustained empathy: acknowledged effort (‘thank you for your patience’), apologized for complexity, and remained courteous over long session.
X2 Met Tone & rapport conf 94%
Matched customer’s pace, allowed breaks (‘you can take your time’), responded to emotional cues, and maintained engagement over extended period.
X3 Met Overall experience conf 93%
Minimized effort: avoided unnecessary repetition, guided setup via app, and handled complex steps (5-press, reset) without requiring customer to recall technical details.
Call Transcript188 turns · 209 lines
Speaker 1
Hello? it says something about meaning the serial number. Yes, I am having issues connecting all of my devices in my home and I had talked to my provider and they walked me through some things and it has not changed anything. Uh, yeah, it just says Wi-Fi not connected.
00:00
Speaker 2
Welcome to Linksys support. 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.linksys.com for more information about your product. Thank you for calling Linksys. This is L. How can I help? Okay. When you connect your device, do you get any error message? [silence] Are you getting a blue screen?
00:00
Speaker 1
So what? You'll have to give me a minute. I need to get... OK, thanks. Still trying to get there. I'm outside. I have to go back up to a different, uh, [silence]
01:00
Speaker 2
Wi-Fi not connected there. Okay. All right. Can you have the serial number of your links? Let me double check. Uh serial number sir of your links is router. Okay. Take your time.
01:00
Speaker 1
[silence]
03:00
Speaker 2
Oh, serial number, sir, or SN.
03:00
Speaker 1
200J10C69777700. [silence] Yes. Yes that is correct. [silence] Um [silence] Let's see [silence]
04:00
Speaker 2
Thanks a lot sir, uh, let me repeat that one just to make sure that is 20 J 1 0 C 6 9 7 7 7 7 oh 0. You can back out and then proceed around there. Oh okay. Thanks a lot. Let me just pull that one up here This one sir shows as the WHO 0 3. May I know, how many do you have?
04:00
Speaker 1
Currently have three. Yes. Spectrum. Um, hang on. Okay. M M M-M-A-S-A- 547 at ymail.com. Yes.
05:00
Speaker 2
three okay and who is your internet service provider spectrum all right let me create a case ticket for sir before we move forward with your concern can i have an email address [silence] let me repeat that once sir that is M-A-M-A-S-A five four seven at YMEL.com all right and then first name and last name
05:00
Speaker 1
My name is President Michael. The computers should be under Rhonda Wicker, 4-1-9-2-6-1-8-2-18. No, certain devices are not.
06:00
Speaker 2
can you spell the last name for me sir W I C K E R and it's under Ron right [silence] and first name and last uh sorry sir callback number in case the call get disconnected so I can still issue you out all right thank you so much sir and you have mentioned sir that um all of the devices are not connecting to the Wi-Fi right certain devices okay what are those devices there
06:00
Speaker 1
a phone tablet and a laptop. And I think they're Apple products. Yes. The ones that are, there would be, there would be three phones. Two TVs, three TVs. I'm sorry. um, one PC, a laptop, and a tablet. I think it was like
07:00
Speaker 2
They are all Apple products. How about, um, what are those devices that are currently connected? Yeah, those ones that are connected, sir.
07:00
Speaker 1
Yes. They're connected to Wi-Fi. [silence] As far as the laptop and tablet and phone. They also have a TV, so they aren't showing anything. So, they need to be powered down and then
08:00
Speaker 2
So, three TVs, three phones, one PC, one laptop, one tablet, these are all still connected, right? Okay. And are they showing sir with internet connector? Like are you able to access internet with those connected devices? Have you tried to power cycle those devices that are unable to connect?
08:00
Speaker 1
a sequence. Ma'am. Do I need? So I need to go power those down and then do what? Um they are read. solid red. The wi-fi name.
09:00
Speaker 2
okay yes, yeah, I'm still here so for that yeah sorry. uh yeah before we do that one sir can you tell me first what are the LED lights that are showing on the W H W 0 3 that you have for those three nodes? so all of them are solid red or blinking red? solid red. uh okay. can you still see sir the Wi Fi name for your Linksys? is it still visible? yes, there are
09:00
Speaker 1
Yeah, yeah. Right. I was talking to, yeah, I had talked to a Spectrum technician and he told me a sequence to power him down and then power him back up. As far as disconnecting.
10:00
Speaker 2
Wi-Fi name, sir, of your Linksys you're still able to see it? okay, because if those three nodes there that are, um if those three nodes are solid red probably that's the reason why some of your devices doesn't connect to the Wi-Fi because if the nodes are solid red that means that they don't have any Internet connection. Um what will probably have what will probably have to do though? What have you tried so far, sir? On those?
10:00
Speaker 1
The power cord and then the line that goes from the tower to the router. I have done that. Correct Yes. Um, uh, maybe 30 seconds maybe. Well, it was probably like a minute, I'm sorry, about a minute maybe.
11:00
Speaker 2
Okay. Okay. And then one node is connected directly from your Spectrum modem right. Is it still connected. Okay. All right. Let's try, what would, since power cycle sir didn't, how long how's, like how many minutes did you turn it off with Spectrum earlier. [silence] 30 seconds? Okay. A minute. All right. Well, as for this, what we can try, sir is that, [silence]
11:00
Speaker 1
uh-huh well, we had a, we had a storm, we had a storm Saturday and the internet service went down in our area. Well, the internet itself, yeah. No, we do, and certain on devices in one area, there's four devices that we don't.
12:00
Speaker 2
So how long? So OK. So since Saturday sir, yeah sorry. So since Saturday, you don't have any internet connection? OK. Hmm, OK. OK.
12:00
Speaker 1
yes. [silence] They should be blue right now. I'm visually not seeing them, but they were blue the last time I [silence] let saw them, cuz I'm in two different areas. [silence] You said double check? Yes. [silence] Either one. I'll be there in a minute.
13:00
Speaker 2
All right. So since that, since the nodes are are solid red, so you have one main that is connected to your modem and then two that you use as an extension, right? okay. Um those nodes you use as an extension, which we call _ a child node. Um are they also solid red or blinking red?_ Oh, sorry. Okay. Can you double check? Oh, okay. Yes, sir. Can we double check them because the one, um which node are you near? The main one or the extension? _
13:00
Speaker 1
To go up in an addy. Hang on. [silence] They are blue.
14:00
Speaker 2
okay okay so two of them sir are solid blue and then which one or um which nodes are solid red since you've mentioned that okay
14:00
Speaker 1
You hear uh, The router or the, the booster itself is solid red. Mm-hmm that one is red,
15:00
Speaker 2
something. The main one, the main one that's connected to your Spectra modem, that one is solid blue. But the one that's connected to your modem, sir, I want to know, the one that's connected to your modem directly via cable, that one's wired, okay. I see. So what we'll probably have to do on that one, sir, um we will have to reset it. But if we will reset it, um everything that is actually configured on that node will be removed or deleted. So it will revert back to its default wi-fi name. So you will lose your wi-fi name for the meantime, because it will use the default one that's on the route. And then, [silence]
15:00
Speaker 1
Let me see if I got this right. So, we can disconnect those, reconnect them, and it'll go back to the name that we had [silence] before the storm. [silence] because they were renamed. Okay, go ahead. Yes. Let me think.
16:00
Speaker 2
no, sir. they they were renamed as like you renamed, sir, the Wi-Fi name? Okay, I see. So, what's the Wi-Fi name that you're using right now? [silence]
16:00
Speaker 1
Manner. The phone that we're talking on. Um, I don't know. I'm not a, I'm not a tech. I mean, I don't understand a lot of this stuff. I, I know when we, when we had the storm, our phones still worked, if that means anything. The laptop that is out. No, I'm not. It's available, but it's take me a few minutes to.
17:00
Speaker 2
OK. Can you, can you um, do you have one device here that we can use? What is the device that is available with you right now? Is this phone connected to the Wi-Fi or no? That's fine sir. Norris. Um, okay. I see. So, um, how about the laptop? Yes, the laptop that is out, do you um do you have that one available?
17:00
Speaker 1
Get to it. Verizon, iPhone. I think, yeah, give me a sec. Okay, I'm in the settings. Okay. [silence]
18:00
Speaker 2
I, I see. Because we have to try you, sir. Um, okay. So, let's try with your phone for now. Um, what's your phone. iPhone. Okay, but the brancer of your phone like are you using an iPhone or an Android. Like an Apple iPhone. Okay. Um, can you go to the settings for me. Can we go to the settings of your phone? Alright. Okay. Okay, and then go so to Wi-Fi.
18:00
Speaker 1
Yeah. Okay. I can do that. Okay, I can see those. I do, but I do. and that's the one that says it's connected too. Yes. on Grace Manor. I'm sorry.
19:00
Speaker 2
And then on the Wi-Fi, do you see and available networks? Like all of the Wi-Fi names that you can see. Okay. Do you see, sir, your Wi-Fi name? Okay. That is that is where it's connected to? Do you see, sir, like a check mark? Grace Manor. Okay. Um, do you see a check mark beside the Wi-Fi name, Grace Manor? Can you type the WiFi name for me, sir? Can you select the Wi-Fi name? Okay. Okay. So, after you tap or select the Wi-Fi name, Grace Manor, um, it's just spinning. [silence]
19:00
Speaker 1
okay it is would that be under available networks or my current network it says spectrum mobile it's it's not showing grace manor there
21:00
Speaker 2
Oh, okay. That Wi-Fi on, sir. Make sure that that one is turned on. Like that one is highlighted to green. Okay. And then scroll down, go to the Wi-Fi names that you can see and then select sir your Wi-Fi name. Yes. Yes, that would be under my available networks.
21:00
Speaker 1
The the the router and it looks like a little silo tower. Those are both blue. It's my links Linkies or whatever it is. That is what's red. So that's my booster, I guess. [silence]
22:00
Speaker 2
okay I think we really have to proceed sir with the reset just to just so we can make sure since you can see one node that is uh... solid red and I'll just like to um... ask again the the one sir the router or the node that is solid red that is the one that is connected via cable to your modem from spectrum right so that that one sir doesn't have any cable or any um that one doesn't have any cable or
22:00
Speaker 1
it it it ourselves running to the silo tower, not my router. I'm not sure what it is. It is, it is located in a central area of the house in the attic, which is where all the lines come in. And we've not had any issues with it until Saturday, when we had the storm. Yes. No, it's from Spectrum.
23:00
Speaker 2
It's not, it's only connected via power adapter. Since you've mentioned it's a booster. Okay. Where is your modem, sir? From spectrum. Okay. Okay. And, uh, do you have a Wi-Fi say from spectrum? Or you're only using the link's is Wi-Fi. Uh,
23:00
Speaker 1
Yeah, it says we're hooked up to spectrum mobile. I assume that would be my phone. Correct.
24:00
Speaker 2
Oh, okay. I see. So you have the spectrum. You also have the link, CISL. So if it's showing Cerësht spectrum, so that means that that device is connected to your spectrum Wi-Fi. That's why those devices that you have an internet connection. That's why you've mentioned that you only have certain devices that having an issue with the Wi-Fi because probably those devices that you think that has an internet connection that is connected to the spectrum, while those devices that has an issue. Those are connected to the Link CISL Wi-Fi which we need to determine if.
24:00
Speaker 1
No, these are red. Lynxus is red. Yes. I have three, because we have a very big, we have a big house and we're, have to use these Lynxus boosters to get a good signal. Correct. And right now, one is unplugged.
25:00
Speaker 2
If the, Wi Fi name for your link is actually really showing because if, because we have to determine since if you had a storm last Saturday, we have to determine if those nodes from link is even if they're solid blue, uh those are still working red okay, link is red okay. How many, uh how many are solid red for the link is just one or so three. So since you have okay. So three of the link is boosters that you have are solid red. Okay so I think that's that's
25:00
Speaker 1
No, they're all, they're all plugged in, I'm sorry. Yes, correct. Correct. Correct. I don't I didn't. No, I don't think they were pressed. That would be like the reset button.
26:00
Speaker 2
They're all plugged in. Okay. But for those three boosters, so, uh, for those three boosters, sir, that you have, one of the booster is connected via ethernet to your spectrum, right? Okay. And then those two are just connected via, via a power adapter only. There is no cable. Okay. So the one, sir, that is, um, did you press any buttons for those modes for the lynx? You don't remember? Okay. So, so I will let, yes, that would be the reset button. But that's fine, sir, if you didn't, um, press that one. We will just reset it. I'll just need to gather some.
26:00
Speaker 1
It was the same one that I gave you. Correct. Oh wait, hang on, hang on. Let me look. So each one is different. Okay, it's, okay. Yeah, I can't see it very good. My vision's not 100%. Um, I'll have to get my son to look at it. It'll be a couple minutes. [silence]
27:00
Speaker 2
Details about that one. That node, sir, that is connected to the Spectrum. Can you provide me the serial number or is that the 7700 that is the one that's connected to the Spectrum? Okay. What's the Wi-Fi name, sir? Okay. I need, sir, the serial number that is connected to the Spectrum via cable. Okay. Cheers.
27:00
Speaker 1
[silence]
28:00
Speaker 2
ton.
28:00
Speaker 1
yes sir I need you to go upstairs and read the zero number to this lady for the booster I cannot see it it'll be just a minute ma'am okay go ahead and go upstairs and do it [silence] I promise. the number is [REDACTED_CARD_NUMBER]. uh, sorry, we are committed to helping you with this 759 38 686 43.
29:00
Speaker 2
20J 10 C 6 1 7 5 5 7 5 9. okay, thank you so much. So with this one, we will reset this one. So, um, before we proceed with the reset, can you grab a paper clip or a push pin that we can use?
30:00
Speaker 1
Yeah, it could be a second. Okay, everybody. Just push the button. Okay. Okay. The light is, okay. It is blue, solid. It did.
31:00
Speaker 2
okay alright so un yes underneath that one sir I need you to press and hold the reset button but I need you to observe the LED lights as well at the top so once you start holding the reset button press and hold once you start holding it it will blink red three times and then the light should turn off it will turn off wait for the light to turn blue before you let go of the reset. Is it solid blue or blinking blue? Have you noticed her if the light turned off? Did it turned off?
31:00
Speaker 1
Yeah, we're trying to gather them up. They're in different areas of the home. OK, to the plug it in where? OK, just a power OK, it'll be a second. [silence]
33:00
Speaker 2
and then once you have one SIR, plug it in near the parent node at least 5-feet okay to the power SIR, like um plug it into the power yeah just the power okay serious
33:00
Speaker 1
Shoot. I unplugged the wrong one. Sorry. It's I unplugged the one. The little. No. Well it's still blue. That one is. [silence] Okay. We need to. [silence]
34:00
Speaker 2
That's fine, sir. That's fine. That we reset. Oh, okay.
34:00
Speaker 1
Okay. So it has to be five feet away. OK. All right. Ask your mom where it could be in her bedroom. Are you still there? OK. All right. I was just trying to make sure. Yeah. OK. Oh, I appreciate that. Does this
35:00
Speaker 2
Yes sir. At least 5 feet distance. All right. Yes sir 5 feet away to the main one. You can take your time. Yes you can take your time I'll just be here.
35:00
Speaker 1
[KEEP_UNCERTAIN] happen all the time? [silence] Yeah. [silence] I meant for you does it always happen? Dealing with this all day as far as your job [silence] Uh I would be kind of aggravated sometimes I guess. Yeah well that's good. [silence] [laughter] Okay the one that we plugged in is red now. Yes [noise]
36:00
Speaker 2
it actually really take time in terms of gathering all the nodes and then do the reset yes now in terms of technical we actually really need to have the patients and then the one that we still the one that we reset ser that node is still solid blue okay can you do one last reset for me sir
36:00
Speaker 1
the one that's blue okay okay I'm pushing on it okay
37:00
Speaker 2
Can you, can you press and hold the reset button for 30 seconds? The one that's blue, sir, yes. All right. Okay. All right then what's, what's going on?
37:00
Speaker 1
Right now it's blue. Uh, let's see. They are one. We just pulled the other one in. That's, and don't forget. Don't. Right now one is blue. One is red. Okay, it's blinking blue now. It's it's not connected. It should.
38:00
Speaker 2
okay no sir and then what's the LED color now. teal solid blue okay so I'll just set a timer on that one sir for at least three minutes. How's the LED light of the other two nodes that you have plugged in. War State Ambassador Statement okay okay which is the one that is blinking blue sir is that the node that is not connected or is that the node that we reset that is blinking blue or no. okay
38:00
Speaker 1
plugged into power. Okay. The original one, yes, it's blue. Okay, they're both red now. The one is blinking red that we just plugged in. Hmm.
39:00
Speaker 2
Okay. Okay. Let me know if that node is blinking red. And then the one that we reset, that one still remains solid blue. Okay. Okay. Okay. Can we try, sir, to switch nodes, if it's possible, because I think there's something wrong with the original one that is connected to the cable. The one that is blinking red right now, can you make that, can you switch that one?
39:00
Speaker 1
Yes. Okay. It will be a second. Leave the power on. Leave the power on. Unplug the well And just to that. And I can do some Reading.
40:00
Speaker 2
to the main one? Yeah. OK. OK. Take your time, sir. [silence]
40:00
Speaker 1
Okay, that one's changed. Correct. No. The one we just connected is is blinking blue.
41:00
Speaker 2
So that one is the one that's connected to the modem right now to the spectrum. Okay. So that one, sir, is that still blinking red? For the one that we just connected? What color is it? Okay. So let's give it like two minutes and then I will tell you.
41:00
Speaker 1
OK. OK. Now it's blinking in red. OK, it just it just turned green. So
42:00
Speaker 2
need you sir to reset that one same as how we reset the first one earlier okay sir so i need you sir to press and hold the reset button for that node um yep green okay all right but i still need you to reset that one press and hold the reset button for 30 seconds okay
42:00
Speaker 1
Okay, that should be about 30 seconds.
43:00
Speaker 2
You can let go now, sir.
43:00
Speaker 1
Okay, Okay, it's turned off. No. It is solid. Correct. Yes. [silence]
44:00
Speaker 2
Can you turn off, sir, uh, let's focus there on one node for now. Can you turn off those nodes that are only connected via power? Turn it off for now. Okay. All right. And then any changes on the lights that on the nodes, sir, that we reset. Is it blinking blue? Solid, okay, this is the new one, right? Okay. Okay. Did you use a paperclip or a push pin when you press the reset button? All right, let me set a timer on that one for at least two minutes. So we only have one node that is powered on right now, sir. The one that's connected to the spectrum via cable. OK. (ringing)
44:00
Speaker 1
It's remaining blue. Okay. Okay. It's unplugged. We were kind if I [silence]
46:00
Speaker 2
Are there any changes sir with the light or it remains solid blue? Okay, I need you to unplug that one sir. Unplug it to the power for at least 15 seconds and then plug it back in. All right. Okay. Okay. So it's the LED light okay. Okay.
46:00
Speaker 1
Correct. Okay. It's plugged in. It is blinking blue. Um... That may...
47:00
Speaker 2
Light is off. All right. Okay, plug it back in. Now shuffle to the power. Okay. And how's the LED light? Blinking blue, okay. Can you tell me, sir, what's the Wi-Fi name for this node? Can you see the Wi-Fi name underneath?
47:00
Speaker 1
just the name build up build up or you tell it develop setup one at five [silence]
48:00
Speaker 2
one f5 okay the that's too oh no oh
48:00
Speaker 1
red Just a minute, ma'am.Okay, I'm seeing development setup on my phone.Yeah.Yeah.OK.Yes.Yeah.OK.There you go.On your.All right.
49:00
Speaker 2
Okay, sir. Okay. Okay, so on the node right now, since it's solid red, I need you to press the reset button five times so earlier we pressed and hold it for 30 seconds, so this time I need you to press the reset button five times. Do not hold it, just press, release, press, release, and then not too fast, not too slow, just a minimum amount of speed. The interval is one press per one second, so five times.
50:00
Speaker 1
All right. It's, uh, yellow planking yellow. All right. Thank you. Okay, no problem. It's a two-man job for us. Um,
51:00
Speaker 2
it's blinking yellow okay all right so that would take maybe three to five minutes let's give it some time that means trying to connect now to your internet service provider so if you need to do something else while we're waiting you can take your time okay let me know if you see any changes with the lights okay so you can take your time now
51:00
Speaker 1
O.K. Now it's, O.K., so blinking yellow and then green, yellow, green. O.K. [ silence ]
52:00
Speaker 2
Okay, right, at least we've seen a now very different color. So we still have maybe three minutes and 50 seconds within the five minute time frame. Oh, I might ask the pilot to ask them what that was
52:00
Speaker 1
no, we won't have to change any passwords or anything, will we? okay, great. [silence]
53:00
Speaker 2
For now, sir, not yet. Okay.
53:00
Speaker 1
Okay. Hang on. Let me enter the password.
57:00
Speaker 2
how's the lights so far now sir solid green okay so okay so i need you sir to try to connect now back to the wel up set up one f5 on your phone or any device that you have that you can use to connect the password is the one underneath the
57:00
Speaker 1
All right, I'm connected. Oh, yes. Android.
58:00
Speaker 2
All right. And then double check, sir, if you can, if you have internet connection, try to access any website where you often visit. Let me know if you can pull it up. Okay. That's good. And what phone are you using, sir? iPhone or Android? Android, okay. Can you go to the Play Store and then look for Linksys smart wifi app? Can you install that one?
58:00
Speaker 1
[silence] Yes. All right. This next step that says, make sure everything is finished start up. We'll blink what? Excuse me. Sorry. What? All right. All right. So it's checking for internet. Take about a minute or so. Okay. It's asking for Wi Fi name and password. Do I need that from the Lonsky device or my internet router?
59:00
Speaker 2
to the installer okay yeah continue on that one click next or continue on that one there on the page that you have just continue okay you can name it here as what wifi name you'd like the linksys app will remember that network repeat that password make sure that password is right now click this don't click this one click that one so when you say it is already conflicting yeah it means it already has an assigned word network SSID on the router let's change that wifi name let's say let me see SSHID is SSI
60:00
Speaker 1
Can we use the same one we had? Okay. Yes. All right. All right, it's asking for a router password.
61:00
Speaker 2
[silence] Know that you have the one that we are working on right now, you can name it as what you'd like it to be. And then you can associate also a Wi-Fi name. So, once you change it, sir, once it applied, you will no longer be able to see develop setup 1f5. It should be your new Wi-Fi name. Yes. The Grace Manor. Yes. [silence] Okay. So, this router password, sir, this is different with your Wi-Fi credentials that you set up earlier. This one is used only to get access on your router's setup page. So, [silence]
61:00
Speaker 1
[silence] Grace, the capital G۲۸۰۰ Um
62:00
Speaker 2
Used only to log in to the Linksys app and to the web interface, so it's a different password but any password you prefer and then I need you, I need you to write it on a piece of paper or notes for reference. Okay so what do you have now sir? Okay. And what are your options. [silence] You don't need to go back there. [silence] Okay. okay that will take a minute and then it will probably disconnect your phone to the uh Wiser since you were connected before develop setup 1F5. so we will just reconnect later sometimes the um usually the app will ask you to connect to the new Wi-Fi name so let's give it a minute [silence]
62:00
Speaker 1
All right. So it's created. Connect to your Wi-Fi. Uh oh. Uh hold on. All right. [silence] Uh oh.
65:00
Speaker 2
Is it asking you to connect to the new Wi-Fi name?
65:00
Speaker 1
connecting there. Can you tell us what the password was that you um stated to us? Didn't you? Sorry the password we told you, I think I wrote down the wrong thing by accident. My bad. Um Um Yeah. our where everything is connected is the first
66:00
Speaker 2
I'm sorry, sir. I see. The Wi-Fi password? Uhhh, okay. Um, okay. Do you have can we use your computer, sir? Is it possible to connect wired directly to the linkages? I see.
66:00
Speaker 1
this thing away from any of our computers it's a weird set up in the house I think the one I just created for the lunski
67:00
Speaker 2
I see. I see. So, um, you, I'm sorry, uh, so the password, the password, that's the Wi-Fi password, right? That we, maybe, added a letter incorrectly, hmm? Okay. Then we'll probably have to reset the router, again, sir, and then do the five press, so it will revert back to its default Wi-Fi name and Wi-Fi password, and we'll go through again with the Linksys app. Okay. So, um, press and hold the reset button of the node that is solid green right now for at least 30 seconds.
67:00
Speaker 1
all right in 30 seconds and it's solid blue [silence]
68:00
Speaker 2
Alright, let's give it some time, sir. Um, let's allow the router to reboot. Uh, once it's solid red, then you can press the reset button five times. Okay, if it's solid blue sir, unplug it for 15 seconds and then plug it back in.
68:00
Speaker 1
. [silence] you, do you want to change? Uh no, I it's still blinking. Okay, now it's red. Just turned solid red.
72:00
Speaker 2
Is it blinking red still, sir? It's still [silence] we've read okay uh... give it 60 seconds and then you can press the reset button five times.
72:00
Speaker 1
All right, go ahead and press it, five times. All right. All right. blinking yellow again. Okay. we're just going to go somewhere to cool off. It's a little hot in the attic right now. No problem. Okay.
74:00
Speaker 2
21, okay, blinking yellow. Okay, give it another five minutes to connect back to your Internet Service provider. You can take your time if you need to do something else, okay? Okay. I'll just be here. Okay. You can take your time, sir. I'll just be here. Okay.
75:00
Speaker 1
It is still green. Yes. On the phone? All right. Hang on
80:00
Speaker 2
Any changes here with the lights? [silence] So all green. [silence] Okay. [silence] And then it's already 5:00, so let's check if it goes back to develop setup 1f5. [silence] So, on the phone where you have the Linksys app. Yes. So let's go to the Wi-Fi settings. [silence]
80:00
Speaker 1
All right. Can you tell my son what you need? Just sock it. Yes. Yeah, it's under that name again.
81:00
Speaker 2
Um, let's see sir if it's DELOP setup 1F5. okay alright so let's connect okay so let's close that one I sorry let's connect on that one and then let's refresh the linksys app [silence] Okay, did it ask you sir to change the W-Fi name?
81:00
Speaker 1
Yeah.
83:00
Speaker 2
Sorry, sir. [silence] Okay, I'm going to set the timer on.
83:00
Speaker 1
It's not plugged in yet. All right. Just asking if the no light is solid. Okay. I am assuming that would be talking about the main node.
84:00
Speaker 2
Any changes are on the app.
84:00
Speaker 1
All right now I'm asking you for the Wi Fi name and password again popped up, all right. [silence]
85:00
Speaker 2
Okay. Wysper. You're help. What are your options now? Is it still node light is solid? Okay. Okay. So, um it's, typing the all-finity and password. Sir, and then let's take a screenshot before we click next take okay.
85:00
Speaker 1
[silence] All right. Uh, so the name, race, manner, 2, all lowercase and the password is grace with capital G2103![silence] Yep. It's uh, configuring Wi-Fi network right now. Almost done.
87:00
Speaker 2
Okay, what do we have now sir? Okay, did you take a screenshot sir? Okay, you can click next if you have the option to proceed. Okay.
87:00
Speaker 1
right now let's collect you connect your new Wi-Fi all right two Sure I'm connected. Yes, this one's saying it's looking for child nodes. now. Um, correct. Uh, they're, they're kind of, they're plugged in right now, but they're both blinking red. All right.
88:00
Speaker 2
Alright, and then go back to the, to the Lynx's app. And then, I think you have an option there, to proceed next or click next. Okay. We don't have any child nodes yet connected because we did not plug in yet the two extensions, right? Or the, or the two nodes. There, I think there, okay. Oh, okay. So, we will we will just reset them later sir. We'll just finish this main node.
89:00
Speaker 1
All right, so let me continue. It says up 46 minutes. All right. Horace
90:00
Speaker 2
four to six minutes okay so since it will take sir four to six minutes you can you can take your time if you need to do something else again I'll just set a timer here and then while we're waiting is it fine sir if I'll just grab some water for a while I'll be back okay all right thank you sir you can also take your time sir okay i'll be back thank you sir [silence] hi
90:00
Speaker 1
um one turned green the other one's red they are changing okay the red one red one is blinking okay okay the one that was green is now blinking okay okay it's all green zero one red and it's blinking um no I'm not sure I'll have to get my son um sorry okay um Thank you.
97:00
Speaker 2
So we have to, so we have to, okay. So we have 2 solid green and then 1 red. Okay. and then what do we have sir on the link to his up? Oh, okay, sir. Let's finish, no worries.
97:00
Speaker 1
All right. Here he is. It says it's still trying to connect to other nodes. Says it could. Oh, sorry, says four to six minutes per node. We have two. We have the main node and another node that's green. One node is still blinking red. All right. Sounds good. Thank you. [silence]
98:00
Speaker 2
okay okay all right let me uh let me know sir if you see any changes I'll just be here on the other line waiting okay okay sir take your time
98:00
Speaker 1
sorry, I was just a little bit far away from the phone, what was that?
104:00
Speaker 2
Are there any changes now, sir, or still the same? [silence] Are there any changes on the app?
104:00
Speaker 1
No, no changes. Uh, yes. All right. silence
105:00
Speaker 2
Okay. Can you double-check, sir, if you're still connected to the Wi-Fi name that you have created? Okay. Can you close the app, sir, and then remove it on the running background of your phone and then open it again? [silence]
105:00
Speaker 1
I think I have running background off on the apps. All right, it says complete set up. Or don't complete setup. All right, and it's going back to the adding the nodes. Should I just connect the one that's not green?
106:00
Speaker 2
Okay, and then open it again. Let me know what you have on the app. Okay, just select set up select set up complete set up. Okay. [silence]
106:00
Speaker 1
unplug your turn off I mean sorry alright alright that'll be four to six minutes again correct okay here we go um it says there's a problem adding child nones restart them and try again
107:00
Speaker 2
uh... what do you mean connect or like... connect... it directly? ah, I see, uh... yeah let's turn off that one sir for the meantime okay, and then let's give it some time on the app okay but so far sir, um... we have two nodes that remained solid green, right? okay
107:00
Speaker 1
um she on router and then child on one, which I think are the only ones that . . . all right. OK, it says go ahead and move your child nodes. Yes. All right. OK, it says I have internet.
108:00
Speaker 2
okay yes because we plug uh we un plug one earlier so um yeah click mixed on the one sir yeah I think you have a button for finish uh right okay let's click finish and then let's go to the dashboard
108:00
Speaker 1
and I got to step away from the phone for a minute or right back. [silence]
109:00
Speaker 2
Okay, that's good, sir. So, try to connect there at least two devices that you had an issue earlier. Let's make sure first that they're able to connect to the new Wi-Fi name. And then let's see if they have internet before we go back to the other node that we turned off. [silence] Okay. Yeah. Yeah. No worries. I'll just be here.
109:00
Speaker 1
Sorry, I'm back. We have Android and Apple products, so we were just trying to make sure I have a Android tablet here.
114:00
Speaker 2
Okay sir. That's good and then are you getting any internet connection?
114:00
Speaker 1
uh that's good yes yes yes [silence] uh uh yes
115:00
Speaker 2
Okay, that's good. So, since you're getting internet connection, sir, so that means that we're able to finally set up the main node. So, since we have one node that we plugged in earlier, would you like to connect that one? Okay, so plug it in, and then once it starts blinking red again, sir, do one last reset for that node. So, it's 30 seconds reset after.
115:00
Speaker 1
All right, it's blinking, went from blue to red. [silence]
116:00
Speaker 2
[silence] Okay, and then you can press and hold the reset button, sir, for 30 seconds for that node.
116:00
Speaker 1
All right. All right. I'm currently black and blue.
117:00
Speaker 2
Okay science so let's give it some time let's wait for that one sir to turn to solid red.
117:00
Speaker 1
we have to do. We I have a question for you outside of the boosters here. Um with having other devices that can't connect, if we install another Wi-Fi router, Um for example, all the Apple products aren't connecting to the Wi-Fi at all. Um, if we install another Wi-Fi router, would that resolve that issue.
118:00
Speaker 2
Well, if you usually so, yes, however, since that is, since you've mentioned that that is Apple products.
118:00
Speaker 1
Okay, because we, we did try that already. And it was not working. They, they were running through other options.
119:00
Speaker 2
Apple has an option on the settings to, to reset network settings so that will actually reset the wireless or network of your iPhone so everything that was connected before wirelessly to the wi-fi on that Apple product, that will be, that will be disconnected so um, you can try to connect it to the same wi-fi name that you have for the lingsid, you can you can try that option first before you consider adding a new router or connecting it to a different wi-fi name for another router. For Apple products, I see. Have you also tried, sir, to contact Apple support? Maybe they have an option to check what's the reason why it's not connecting to the wi-fi?
119:00
Speaker 1
[silence]
120:00
Speaker 2
So, even after we reset... I see. So, even after we reset the... So, it won't connect to the Gray's Manor 2 for the Wi-Fi. I see. How many Apple products, sir? Three. What are those Apple... What's the model for those Apple? Okay, sir. Hmm.
120:00
Speaker 1
All right. So, it's an iPhone XR. I'm not familiar with that. And an iPad Pro. Correct. [silence] Yes, and that was not working also. [silence] Yes, they have, yes.
122:00
Speaker 2
okayuh okay have you um... you've already contacted sir Apple support right? for that issue? uh... okay maybe say um... since you have SSID already from um... since it won't still uh... since it won't still connect to the SSID of spectrum You already have two Wi-Fi names, so if you're going to add another router, it might overlap already because you have you have already two Wi-Fi names, so that may actually interfere um in terms of wireless. So, that may affect the connection. What I could suggest, sir, um try first, um try first an extender. Maybe you can purchase an extender and then try to connect it either to the Spectrum Wi-Fi or to the Linksys Wi-Fi, and then see if it will connect that way using a Wi-Fi range extender. If not, then I think I think it's it's already a wireless issue with that phone, since it also won't connect to the um Wi-Fi name of Spectrum. But try also to isolate it using a Hotsport.
123:00
Speaker 1
Okay, cuz I, I also just, uh... just now I got told to, um, the way the building is set up, there's, there's new and old parts and one of the new parts is uh, there's like a concrete ceiling. So, I think that's one of the main reasons why they can't get a signal, cuz we just now tried going to a different part of the house and it, they were working. So, correct. So, yeah, I, I guess that should've cleared. But we, we're wondering if a router in that, if we keep a router in that area solely, if that would.
125:00
Speaker 2
think a different phone see if it will connect that way okay [silence] okay, so you're using the phone with that specific location. It it it um it had a hard time connecting to that location where I see. [silence]
125:00
Speaker 1
...or maybe not interfere with what we already have set up. [silence] Um it's like trees and so like half the house is pretty much your standard wood, the other portion is a lot of brick and concrete and we also have steel beams, so it's very a connection is very spotty depending on where you are.
126:00
Speaker 2
Possibly, yes, possibly, sir. What we can do, since you have three nodes, you can try to place one child node on that location and then, but we have to connect it to the other node. So, yeah, we can we can consider that as an option for a for that location. But since you have mentioned that it has what type of environment does it have on that location, sir?
126:00
Speaker 1
Okay. Oh, can you? Yep. Oh, sorry. Oh, it's still red. Okay. Okay. All right, I'm back.
127:00
Speaker 2
You can you can user um well best on that location you can use one child node hardwired it to the other child node possibly the nearest one or wired it from the main one. Whichever node that um that location will be near you can place one node on that. How however it would be best if that node or router will connect via hardwired. So it can provide at least a stable connection. So um by the way sir um what color LED light do we have for the child node that we just plug in? Red. Okay. Um I need you sir to go back to the linksys app. Alright, and then let's go to the menu. There's a menu on the upper left-hand corner. It's a three lines. And then scroll down, look for, set up a new product. And then add node to your home Wi-Fi. Right. And then just follow the prompts and until you get again, the message that's adding child node.
127:00
Speaker 1
It's saying it's searching for it now. With the one that's connected for the device issue, could we try that wirelessly before we do a hardwire uh see if a hard wire would work? Okay.
129:00
Speaker 2
Okay. Okay. Yes, you can. Yes. Okay. So, if you're going, so to use one of the child nodes right now for Linksys to place on Duck that location wirelessly. Um in case, um, once it's back up to solid green, you have an option on the links is app under the Linksys menu. Network administration and the nodes, you have an option on one of the child nodes to see the signal strength. The signal strength indicates how strong the connection of the child node to the nearest node, to the other child node or to the parent node, whichever node that node will connect. So, if it's below negative 79 dBm, so that means that node is getting a strong connection, so you can leave it wirelessly. But if it's above negative 70 dBm, you may have to consider connecting it wired. So, you can just play around with it. [sound of presentation change] Thank you all.
129:00
Speaker 1
all right, so it's going to be about another five minutes or so before that's connected. I'm going to step downstairs for a second, cool off, and then we'll be Okay, it says it's connected. And back to the dashboard. Says three nodes connected.
131:00
Speaker 2
Okay, all right, so you can click next here, select finish, and then go back to the dashboard. Okay, that's good. So let's move now, sir, the child nodes to your preferred location. You can unplug them. Would you like me to stay on the line while you're moving the child nodes? Okay. All right. So just unplug sir, the child nodes and then move them one at a time to your preferred location. I'll just be here. I can wait. You can take your time. You're welcome. [silence] [silence]
136:00
Speaker 1
I thought it wouldn't matter it's better. Move the one of the child nodes and it's blinking red. All right.
139:00
Speaker 2
okay, it will take time sir maybe three minutes uh... it will connect back to the parent node so we'll just have to wait for it to turn to solid green
139:00
Speaker 1
she rather is it green red and blue right now I'm just trying to confirm with you other one like I said weird s with the house so kind of a multiple lines here okay I got confirmation that one's working as well
140:00
Speaker 2
Okay. Okay. So that is solid green.
140:00
Speaker 1
Yes. Yes, as far as I am hearing it, it's connecting, it's turning green and staying green. Yes. Okay. Yeah, so devices are being connected to that node in that location. So I think we have resolved that issue. Yes.
141:00
Speaker 2
okay did you place and go to the location that you're having an issue with connecting devices okay ok so so you're on the node that's on that location okay okay ok I see is it solid green sir for that node where you're in right now. Okay can you
141:00
Speaker 1
Okay, I have, I have, let's see, iPhone and iPad connected to that, no. All right. All right. Okay, uh, it says negative 63 dBm.
142:00
Speaker 2
can you go search to the links please ab okay go for search nodes you can see three nodes right okay and then select your three notes and then select and then select one of the child node that you think that you are in right now or that you are near and then 63 DBM that's a good signal strength so just more
142:00
Speaker 1
All right.
143:00
Speaker 2
monitor that one just observe if it goes usually it will um usually the signal will um totally propagate um or establish a connection properly within 24 hours so observe that node from where it is right now if it goes negative or above -70DBM then consider hardwired if if it remains -63 or as long as it is within the below -69Bm range then that that's good you can just remain it wirelessingly okay. All right. So I'll just let to let you know by the way sir the device is actually out of warranty so if you have any additional concerns or questions you can just feel free. Uh maybe. Yes sir? Uh okay I see. Um can you hear me now clearly? Okay. So uh yeah I'll just like to let.
143:00
Speaker 1
All right, thank you. That'll be all. I appreciate your patience. I guess we've had these for a while and we just never really had 'em properly set up, so. Okay, all right, thank you.
144:00
Speaker 2
You know, sir, that the device is actually already out of warranty. As for out of warranty devices, you can always just give us a call whenever you have issues, we'll be able to assist you in terms of troubleshooting, but but in case the device gets defective, we can no longer process a replacement, but will be able to support you in terms of troubleshooting. So, do not hesitate to give us a call whenever you have concerns. Okay? sir thank you as well sir for spending two hours and almost 30 minutes with me with a troubleshooting but at least we're able to get it connected back online. so, i hope you have a good day now you take care okay thank you sir bye bye
144:00