V2 Rubric Detail — 72e2559c-66c8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 01:37
Duration
56m 41s
Contact
Hayati Catalbas
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133339
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.38/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall83.8% (+55.8)

V2 Grader Summary

The agent achieved a full technical resolution by correctly diagnosing the red LED issue, performing factory resets, applying the valid 5-press method for WHW03v2, and reconfiguring Wi-Fi settings with confirmed internet access. However, initial hesitation on OOW support and lapses in communication control, empathy, and customer effort reduction prevent a fully strong rating across all indicators.

V1 Case Analysis

Customer's WHW03v2 mesh system showed solid red after storm and modem replacement. Agent performed factory reset on main router (successful), restored internet, and changed Wi-Fi credentials. However, agent incorrectly instructed 5-press pairing (invalid for WHW series) for child nodes, which remained offline. Credit card details were collected verbally over the phone. Call was incorrectly closed without resolving mesh topology. Child nodes still showing red/flashing red at end of call.

Troubleshooting Steps
  • Collected serial number and model (WHW03v2).
  • Confirmed out-of-warranty status and offered paid support.
  • Guided customer through factory reset of the main router (reset button until blue).
  • Incorrectly instructed 5-press pairing on the main router to add child nodes.
  • Changed Wi-Fi SSID and password via myrouter.local.
  • Verified internet connectivity on a laptop.
Key Observations
  • Agent incorrectly applied 5-press pairing method to WHW03v2, which does not support this feature (should use Pair button).
  • Credit-card details were collected verbally over the phone, violating PCI compliance policies.
  • Child nodes remained in solid/flashing red state throughout the call; no actual mesh resolution achieved.
  • Agent claimed successful configuration despite visible child node failures (e.g., [46:00] 'first one is solid red, second one flashing red').
  • Long unexplained hold (~4 minutes) and repeated unclear instructions degraded efficiency and communication.
Positive Highlights
  • Successfully identified product model (WHW03v2) and serial number from customer.
  • Correctly performed factory reset of main router by guiding customer to hold reset button until blue light appears.
  • Successfully guided customer to access myrouter.local and change Wi-Fi SSID/password.
  • Verified internet connectivity via YouTube test after reset, confirming WAN functionality.
  • Apologized for hold time and maintained polite tone despite customer's distress.
Agent Errors / Gaps
  • Provided wrong pairing method for WHW03v2: 5-press pairing is not supported; correct method is using the Pair button (per KB).
  • Collected full credit card number, expiration date, and CVV verbally over unsecured channel — serious PCI compliance violation.
  • Failed to validate child node synchronization or correct mesh topology; incorrectly declared success.
  • Gave contradictory and unclear instructions during reset process (e.g., [32:00] 'keep pressing until blue light' vs [40:00] 'press reset five times').
  • Did not confirm internet connectivity before moving to child-node steps, risking misdiagnosis.
  • Repeatedly failed to clarify which device was being referenced (main vs child node), causing confusion.
  • Prematurely closed the call while critical issues (child node connectivity) remained unresolved.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed successful reconfiguration and internet access: 'we have successfully configured the router... you are now all set.' Customer confirmed connection and functionality.
R2 Met Diagnostic thoroughness conf 90%
Agent performed logical troubleshooting: checked LED status, guided factory reset, used 5-press method, accessed myrouter.local, and reconfigured Wi-Fi settings.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified OOW status but initially dismissed support before offering paid option. Only after customer pushback did agent proceed with troubleshooting, indicating initial hesitation to provide best-effort help.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified solid red LED as disconnection symptom, linked it to modem replacement, and logically chose reset/reconfiguration path.
T2 Met Appropriate tools / resources used conf 90%
Used appropriate tools: physical inspection (LED), factory reset, 5-press method, and local web interface (myrouter.local) — all correct and sufficient for issue.
T3 Met No misinformation conf 95%
All technical guidance accurate: reset duration, 5-press method valid for WHW03v2 (per KB), default admin password 'admin', correct use of myrouter.local.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created ticket and gave some structure, but lost control during long unexplained silence (18:00–22:00), failed to manage hold properly, and had disjointed transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but repeatedly misgendered customer (alternating 'sir' and 'ma’am'), indicating failure to adapt to customer identity despite clear name (Heaven) and context.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all steps, did not transfer, and followed through on resolution without dropping responsibility.
O2 Met Proactive follow-through conf 90%
Provided clear next steps: reset remaining nodes, use 5-press method, relocate after stabilization, and offered final confirmation before closing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this was first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate; issue was configuration-based and resolvable at L1. Paid support offered appropriately for OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; issue resolved in-house.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for hold delay but did not acknowledge customer’s expressed distress ('been through hell'), frustration over children’s school access, or emotional state.
X2 Partially Met Tone & rapport conf 80%
Agent maintained basic engagement but failed to adapt tone to customer’s stress level; continued with technical steps without emotional calibration despite customer’s urgency.
X3 Partially Met Overall experience conf 75%
Agent reduced some effort by guiding directly, but required customer to perform multiple resets and reboots without offering remote tools or simplifying steps, increasing customer burden.
Call Transcript77 turns · 85 lines
Speaker 2
welcome to Linux support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more, please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Dün benim tarafımda. Own, dün benim tarafımda. Güneşoggi. Ne satın al presume sizi, ye 깜짝. Beyinde bişi döndü. Güneşoggi. Görünceye dewimiyo, ta bak. [silence] [silence] entrust This is up to tuberculosis, stopping with tuberculosis. Trouble is mommy will open the mouth. How many years did you get to speak? 10 days. That's long. What did you reverse thealletum that's very. وعدك ليا كان التصميم Amor buying eligible از condemnation کشید کشمş indépendam جز ochre واز salient ایز ایز بنا بنا'étais'n?'constellation من من Parulov هناك المدينة أعتقد أنني أتصل بشخص ما أدعو من أجلك أي شيء daw, daw, daw, daw, daw daw, daw daw, daw daw, daw, daw, daw Yeah, it's always here. All we have to do. All we have, the head working. The head. It's your job, by your, what you can hope. The government right there. Right there. Well, look. This this here. Here, I'm saying to get to. Your friend, how you doing? Okay, I have a question. We had a storm in this area. And my links was conected of the all box of my modem. So, the Optimum gave me a new box. And the new box has his own code. And my links are connected of the old old password and ID. So, if you could help me, please change.
02:00
Speaker 2
- will call links it's technical support my name is paul how may i help you today sorry i'm fine thank you for asking how may i help you today
10:00
Speaker 1
Welcome to the new password. How are you? How you going to do it? My links are not working at the moment because I needed, my kids have school and they can't do work for past two days. I've been through hell. Please help me out. Yeah, yeah, Wi-Fi password form for my links. It was from, it was, it was connected to my old boss, but my old boss got burned down because of the storm that we had yesterday. So, yes, I replaced with the new box I just got now from Optimum, which is Cablevision. Now, they told me to call you so you could do a swap and give them the old, give them the password and everything and make a new password and everything for this. Can you help me? Can you help me out, please? My friend, I've been through hell for past two days.
11:00
Speaker 2
Uh, by the way, okay. Are you referring, sir to the Wi-Fi password? So you replace it. Mmm. Okay. So, Uh, yeah, for this one, then, yeah. [silence]
11:00
Speaker 1
It's red. It's all red. It's all red. It's all red. [silence] [silence] Yes. Can you help me please? I don't know. I don't know how to do it. But I'm going to do it with my daughter. So, you could show us how to do it. Please. I need your help. [silence] Okay. My name, my name is Hayati, H-K-A-T-I. And my middle name is Junior J-U-N-I-O-R. And my last name is Catalbas, C-A-T-A-L-B-A-K-A-K-A-K-A. hold on.
12:00
Speaker 2
See what we can do, so, but, okay. So, right now, sir, what's the, color on the light, of the light on the Linksys router? Can you check the light on the Linksys router, sir? Yeah, the light on the top. Uh, yeah, because if it's all red, sir, then that means the router is disconnected from the network. Then, for that, one, you need to reset and re-configure the router. So, it will work with your new modem. Yeah. Okay. Okay. So, yeah, before we proceed, sir, let me create first a ticket for you. Okay. Can I have your first name and your last name? Mhm. [silence]
12:00
Speaker 1
is the model number written on the box on the box give me one second the link's folks you said the model number WHW03v.2 the serial number is two zero J two zero m three B as in boy a two seven nine six five [ silence ]
14:00
Speaker 2
it's at the bottom of the MEM it is at the bottom about the serial number okay nine seven six
14:00
Speaker 1
Do you need me to reread it? Both of them or just the serial one? O J two O M three B as in boy A two seven nine six five. Hold on. I have to go to the restroom, but you guys talk. Okay. [silence] I can [silence]
15:00
Speaker 2
hold on there oh hold on oh oh ah hold on oh this the serial number okay ma'am so let me read it again
15:00
Speaker 1
uh-huh yeah our internet service I think it's well on like settings when we connect it's called my outis uh Oh that I don't know on the box of our wi-fi it says Ubi I think ubi I think yeah congrats you
16:00
Speaker 2
That's that's 20 J 20 M 3 B A 2 7 9 6 5. Oh, okay. And also, why don't you know who's your IPS speed, you internet service provider? Yes. Provider. Oh no, I mean the company that provides your internet connection. Is it Comcast, Spectrum? Yeah, what company? Uh, by the way ma'am, what what company, yeah, provides your internet connection? The name of the company? Is it T-Mobile, AT&T? Yeah, what company?
16:00
Speaker 1
Um...that I'm not too sure I think it might be mobile mom yeah okay okay okay okay no no okay I'm back I'm back.
17:00
Speaker 2
Okay. okay okay Ma'am so may I place this call on hold? Just give me uh two to three minutes? I just have to verify the warranty status of your device and I'll be right back okay? Okay just stay on the line. [silence]
17:00
Speaker 1
We're being placed on hold. Okay. [silence] [silence] [silence] Oh well, we'll just need to wait. [silence] [silence] [silence] Our checks, it cut it. [silence] Someone just read, uh, took out. Yeah. [silence] [silence] Yeah. Yeah. Yeah. [silence] Yeah. [silence] Teacher: Hey.
18:00
Speaker 2
Hello? Okay. Okay, Ma'am. So thank you very much for patiently waiting, and I do apologize for that long hold. So upon checking our record here, it appears that the router is the router you have is already outside of the warranty period. And unfortunately, Ma'am, we don't support devices that are outside of its warranty period. However, we have uh support options for you, okay? So, first option is, yeah, we can provide you like a one-time support for $15 and it will only last up to an hour. And second option is we can provide I do
22:00
Speaker 1
But what do you mean like you know how to do it. If we want to. It will take less than an hour, right? [silence]
23:00
Speaker 2
Which we just with, but that's our new process. We don't support out of warranty devices. That's why we offer you the support option. Yeah, the paid support. Yeah, for $15 we can assist you. Yeah, for one time, for just for an hour. And second option is we can send you an article which you can follow on how to reset and reconfigure the router. So we can send this one to you via email. Yes. So it will guide you step by step on how to reset and reconfigure the router. So it will work again to your new modem. I'm not sure if that depends.
23:00
Speaker 1
No, we just have to do is just change the password. We just have to do is change the path with it. Yeah, but that's what we have to, we have to set up a new name and new password so it could work. Because of, okay, okay, it's so helpful if you give me my daughter will give you the card it's the problem. Yes. Okay. Just tell them I'm the helper up. Okay, go ahead. You could get the card with solution. We're just gonna do the one-time support for $[REDACTED_PAYMENT_DIGITS][silence]
24:00
Speaker 2
if you have multiple no so it [silence] is this. might take longer. and [silence] for this one [silence] I I know it's not just change the password sir, since the router has a red light then that means the router is disconnected from the network, so you need to reset and configure the router so it will work again with your modem. so the right color should be blue not red. yes yes sir, correct. I'm sorry, sir. can you. I'm sorry, sir. do you want to ability the one-time support, yeah the $15 okay, ma'am. so [silence] yes.
24:00
Speaker 1
So long, of course. Pull the, pull. I'm going to be 10 hours. I don't know. Aw, oh, my. I don't know. Oh my.
25:00
Speaker 2
Yeah, let me, prepare, ah, the, the tool, hold on. Okay, hold on. Yeah, let me prepare our tool first.
25:00
Speaker 1
[ silence ]
26:00
Speaker 2
[silence] hold on sir, let me just prepare it give me a second okay sir so yeah can I have your um for this one we need uh details of your credit card so what's the first name sir that is on the credit
26:00
Speaker 1
Yeah, [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Yes, give me one second. The card number is [REDACTED_PAYMENT_DIGITS] Beautiful Thank you, Ethics The card number is [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Baby, can you hear me?
27:00
Speaker 2
Heaven, okay. And last name. Katalba. Okay, so that's Heaven Katalba. I'll be right back. Okay, and for this one, can I have your card number? Okay, that's ... Okay, ma'am, so that's [REDACTED_PAYMENT_DIGITS]
27:00
Speaker 1
BRAKCorrect, 0628, 793,7.70Bhaiya [{
28:00
Speaker 2
[REDACTED_PAYMENT_DIGITS] did I get right? Okay and also ma'am may I have the expiration date of the credit card? eight and about the CVV? Okay ma'am hold on
28:00
Speaker 1
Okay. Do I have the what? Yes, I think it is. Yes, it is. It's connected to the motor. Yes, the main router is connected to the motor. We have, we have one beside the main
29:00
Speaker 2
Okay so I will now place the order ma'am, OK. OK so it's done ma'am. So I send the also the receipt to your father's email as it's on my carriage sets. OK so yeah let's proceed. OK so do you have the parent node right now ma'am connected directly to the modem? Yeah the parent node or the main router is it currently connected right now to the modem? Yeah can you confirm? Yeah make sure okay
29:00
Speaker 1
we have one we have three total right baby we got 1 000 and one garage right I don't know uh this the goes around oh well cheers that that's awesome
30:00
Speaker 2
Yes, yes, ma'am. That's the Okay. Okay. So let's reset first the main router Ma'am. Okay. So So the one that is wired to, or connected to the model in. We can we call it the main router? Okay. So, on the bottom of that main router, sir, please press and hold the reset button. Okay press and hold it until the light turns off. Then once the light turns off, keep pressing the reset button until you see the blue light. Then once you see the blue light, that's the time you release the reset button. Okay, let me know if you are done pressing.
30:00
Speaker 1
ألو؟ قعدت. هاتف، اتم. allowed. instance you have. Allah,
31:00
Speaker 2
[silence] How are you doing? [silence] Hello? [silence] Hello? [silence] [silence] Hello, sir? Can you still hear me? Okay. Okay.
31:00
Speaker 1
[silence] Hello. [silence] You there? Yeah, the light is off now. Should I keep holding it? Right now it's still red. It's like swatting. Yeah, it turned off now. No. It's just off. Yeah. Hold the reset button until you see that blue light come on. It should come on. Oh, now it's on.
32:00
Speaker 2
Yes, are you finished? Yes, you are tested. Reset thing, reset thing, router reset thing. OKоко. Keep you see the blue light man, by the way, mem did the light turn off when you help down the reset bat button? Okay. You think after he turned off the light turn blue? Is it still off? Keep you see the blue light. Yes, right. Okay, go ahead and take Go to hold it. Yes. Let go. For the reset and and and by the way, OK, good. And by the way, is it is it possible for you for us like to get the other two nodes so we can add them together with the parent node because we will also reset those other two nodes. Yes. OK. Then place those nodes right next to the parent node.
32:00
Speaker 1
And we're gonna, and then sure after that we're gonna set up a new password and every every thing right? yeah yeah hold on we get em we done those two uh.. there shouldn't be there should be total of three with uh with the main router right? There should be three total right? Right? Um I just have a question because the one that we reset the light is red again. okay. There should be three of the red ones. And then there's supposed to be three of the red ones. Right? Okay, we're just grabbing them right now.
35:00
Speaker 2
Yeah, so just please, just place those routers there, the child nodes, maybe around three to five feet away from the main router. So they will be... Okay... Yeah, yeah, plug it to power. Yeah, that... Yeah, that's okay, sir. Yeah, that's enough. That should be fine. uh, the closer the better...
36:00
Speaker 1
hello of Jack yeah. Uh...
37:00
Speaker 2
[silence]
37:00
Speaker 1
You look so happy. What? Yes? Okay, now it's red. It's flashing red. So I hold it down till the blue light appears.
38:00
Speaker 2
Okay, you yeah go ahead them and start resetting the router. So same reset process like what we did on the first router, other first one. Correct. Yes.
38:00
Speaker 1
Okay. Okay. This one the blue light appeared too. We're they're still trying to find the third one. So should we continue with the first two? Okay. Okay. Not yet the first
39:00
Speaker 2
Okay, good. So do the same thing, ma'am, on the third node. Oh, I see. Yeah, that's okay? Yes. Yes, ma'am. Let's just use it. Configure that first, too. So, let's just wait for the light on that second node to turn solid red or pinkish-red. Okay. Yeah, let me know, ma'am, if it turns solid so we can start, uh, setting up the router. How was it, ma'am? Is it sold red or not yet.
39:00
Speaker 1
this one is the second one isn't okay now they're both red on the main router or like the link thing
40:00
Speaker 2
let me do this if them on the main router okay to the one that is connected to the moment okay on the main router press the reset button five times not too fast not not too slow just press release press release five times on the main router okay yeah yes the on the main Linksys router yes ma'am the one that is connected to the moan
40:00
Speaker 1
Okay, and click it five times. Okay. Okay, now it's orange. Blushing orange. Should I do for the second one, too? Okay.
41:00
Speaker 2
Yes. Five times. main router. uh, the reset button. Press it five times. Yes. Okay, so, uh, let's give it some time. It'll. This will take three to five minutes. each node or to configure the node. I know. You don't have to. You don't have to you need to press the only in the main router.
41:00
Speaker 1
So, what will I wait for now? Okay. It's green, it flush oh now it's back to orange. It went to green for one second and now it's back to orange. It's flashing. Oh, now it's solid green. Yeah, now they're both now they're both red. They're solid red, wait. The first one is solid red, the second one Splashing red. [silence]
42:00
Speaker 2
Yeah, let's wait until the light map turns solid blue. All we have to do is wait. Yeah, we will now do the waiting game. Yeah, it should back to cream. Yeah, just give it some time. Is it flashing or solid? Okay, good. That means that the main node is now configured. How about the child node? Hey, the other node. Is it flashing red right now? [silence]
42:00
Speaker 1
Did you find the three notes or just you have only two? I don't know. I know they're both red right now. Okay. Okay. Yes. Solid red. Okay. It's flashing red. It's flashing red. Does it take a while to reboot? Reboot? Uh. Which one? Uh. Uh. Uh. The mate for that house, right? Right? Plug it. unplug it. Unplug it and then wait for like 20 seconds and then plug it back in.
43:00
Speaker 2
can you check again on the light on the main router? Is it solid red? And how about the other one? Is it flashing? It shouldn't be the case. It should turn to solid green. Can you try ma'am like rebooting the main router? yeah. Yeah, it should be green. Yeah, just reboot the main router. Just unplug and replug from power. The main. Yes. Yeah, the main router Sir there. The one that is playing to the modem.
43:00
Speaker 1
unplugged, the links, no, not the links, the, the link of, papa, don't talk, sorry, can you just repeat what I have to do? I have to unplug the links. Just, okay, not like my actual Wi-Fi, just the links, correct? Okay, I unplugged it and no, I'm plugging it back in. Listen, sorry, you're talking about the main router for the house, am I correct? No, he's talking about the first one.
44:00
Speaker 2
ups and uh no sorry just spending silence yeah the linksys unplug it from power the power from linksys ops doubles power of the links sys router man just the power of the main router yes just the linksys the linksys router the main router yeah unplug the power adapter from the power outlet and plug it back so basically yes we will try to reboot the main router I know some I'm talking about the linksyes. Yeah the links just the links that's the device that we are working on.
44:00
Speaker 1
okay it's blue now flashing blue and then the second one is solid oh no it's flashing red now it's started flashing red so what do I do now it's still flashing blue oh now it's green it's solid green
45:00
Speaker 2
Okay. Yeah, it should be flashing. It should reboot. Yeah. Yeah, we will, we'll wait till. Yeah, let's wait till it turns solid green or it just starts and
45:00
Speaker 1
second. Uh the first one is solid green, the second one's flashing red. For the second one to turn blue, the first one is back to being red. Yeah. Now the second one is solid green, the first one is solid red.
46:00
Speaker 2
wait for it sometimes time to back to red, then just give it some Sometimes sometimes need time give it time, then sometimes it takes time. And it's sweet for the first one ma'am, I mean, the second one. I just give it some time. Sometimes it doesn't do that. The second one should turn back turn to green. Okay, good. Good. That means we have successfully configured the ramp now. How about the third node ma'am? Are they able to find it? Yeah, the third node. Is it. That is okay ma'am. So let's just configure the Wi-Fi settings now on this on the main router. Okay? So do you have a laptop with you ma'am that we can use. Laptop.
46:00
Speaker 1
Okay. I have my laptop now. What is the name and the password and the recovery key? Okay. I'm in the box. I'm in the black box. I found it. No, not the black box. It's on the...
48:00
Speaker 2
okay yes this math go ahead [silence] okay good. uh yes ma'am [silence] yes ma'am [silence] but what if you take a picture?
48:00
Speaker 1
Links. Yeah, okay, I got the picture of it. Okay, give me one second. Yes I do should I connect to it? It says connected.
49:00
Speaker 2
Yeah, the link is just to do everything in the links. Okay, so after that, Ma'am, can you check if yeah, please check if your laptop is able to see that Wi-Fi name? Yeah, that underscore bell setup Wi-Fi name. Yeah, double check if Yeah, go to view wireless network. Yes, please, Ma'am. If it asks for the security key, yeah, just type in the Wi-Fi password. Okay, good. Uh, before we do anything, can you double check if you can access internet? Try to visit in a website. Or much better if you play a video on YouTube. It it has it doesn't have a cache. Yeah, search it, just play any video.
49:00
Speaker 1
Yeah, it is. Okay. Can we change it? Can we change that? Can we change the name and stuff or No? Okay, thank you. Thank you. Okay. throughout local okay it says all right give me one second
50:00
Speaker 2
Okay, just to vary if it's working. Okay, that's good. Right? So let's now configure, ma'am, the Wi-Fi settings of the router. Okay. So please, so please launch a browser. Yes, sir. That's what are we going to do next. Yes, that's what are we going to do now. Okay. You're welcome, sir. So on your laptop, ma'am, please launch the browser. Yeah, open Chrome or Edge or whatever browser you have on the laptop. Okay, then on the address bar, please type myrouter.local. Is that right? Yeah, then press Enter.
50:00
Speaker 1
Okay. It's, wait, give me one second. It says, access, the lope router passwords. Okay. And then press sign in. Okay. Now it says Linksys Smart Wi-Fi tools on the left. Router settings. Okay. There's okay, there's Wi-Fi settings.
51:00
Speaker 2
Yeah. What can you see in the screen, ma'am? Okay. Yeah. I access develop. Good. Okay. Type admin, ma'am, for the router password. A-D-M-I-N all in lowercase. Yes. Yeah. There's Linksys Smart Wi-Fi tool. Good. Yes, ma'am. So we're in. Okay. So on the, on the, on the Lincoln Linksys Smart Wi-Fi page, please click on Wi-Fi settings or wireless look.
51:00
Speaker 1
OK. Now my only question is there's, can I change them to be the same on all three? because we have 2.4 GHz, we have 5 GHz one. OK. OK. OK. Let me just put it in. I'm just putting it in as the old one. Yeah, capital J, Junior Home. I know, yes, that's what I'm doing. and capital J, junior, one, seven three one. I know. and then I press apply. [silence] and then I press apply. [silence]
52:00
Speaker 2
l click on it okay so on the life I settings page okay so you can from there man you can personalize the Wi-fi name and of course the Wi-fi password yes yes yes mom you can use the same Wi-fi name for all or different names up to you as long as it's easy for you to remember yeah you can use the old one yes yes ma'am
52:00
Speaker 1
Okay, it's. I'm still I pressed apply and it just shows a waiting signal. Uh, but the. Oh, okay. But the second router turned flashing red again. So now.
53:00
Speaker 2
Okay, so after you quickly hit apply, ma'am, you might lost the page. Yeah, you might get a message that says route not found. But don't worry, ma'am. That's okay since you change the name then you get disconnected from the Valhal Wireless. Set up WiFi name. So yeah, what we're going to do ma'am is yeah, what we need to do now is yeah, please go to WiFi Settings on your laptop. Please go back there and check if you can see the new WiFi name and that you just created. Once you see it, just select that name and connect to that name. Yeah, that's okay, ma'am. You can just minimize page. Okay. Yeah, that's okay, ma'am, because it's applying the new wireless settings. Yeah, that's normal. Yeah, just go to.
53:00
Speaker 1
Yes, I can. OK. I'm connecting right now. OK, it says connected. Just you two. Sorry, give me one second. Yes, I do. The what one? It's it's green now.
54:00
Speaker 2
yeah, please check if you can see the Wi-Fi name that you created. Okay, get connected to that name. Okay, check if you have internet. Okay. Okay, good. So that means we have successfully configured the Wi-Fi settings or the wireless settings of the router. And how about now in the child mode, what's that? That's like- Wait, the child node or the second router, the second node. Okay, so-
54:00
Speaker 1
Okay, thank you so much. Thank you. Mm-hmm. Okay. Okay, we just can't do it right now because they can't find it but when we do, that's all I have to do. Okay. [silence]
55:00
Speaker 2
yeah? That means that we have successfully configured the router, okay? So it seems that you are now all set. Okay, so you can now, ma'am, go ahead and relocate that other child node. So for the third node, ma'am, if you ever find that third node, all you have to do, ma'am, is reset that node, just like what we did. Okay? Just press and hold that reset button until you see the blue light. Then once the light turns blue, yeah, then, yeah, same thing, ma'am. Press the reset button on the main node five times. Yeah, just press, release, press release. Just make sure to do it on the main router now, okay? Yeah. Yeah. Yeah. Okay. Yes, that's what you need to do, ma'am. But make sure it is close to the parent node now if you do the reset, okay? And the five press on the main router.
55:00
Speaker 1
Okay. Okay. Thank you so much. Uh, I, no.
56:00
Speaker 2
Okay. Ay mama, don't forget to just 5X release the main router on the main router. Don't press it 2x too long because we don't want to reset the router. Just press 5X. press release. Okay. Yeah. That's what you need. Louder much thank you. them. And yeah, I think that's it. That I can help you with before we end the call. Do you have any other questions? Okay. All right. So, yeah, thank you very much, ma'am, for hanging the call. And once again, my name is Paul from Linksys. Technical support. Have a great day. Bye-bye.
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