V2 Rubric Detail — 78fbaaa0-7fa5-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 17:00
Duration
97m 4s
Contact
310-351-3458
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137108
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 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
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall51.1% (-4.9)

V2 Grader Summary

The agent achieved a successful resolution as confirmed by the customer (R1 Met). However, the interaction was marked by significant technical inaccuracies, including providing an invalid IP address (192.168.192.168) and referencing a non-existent 'solid green' LED state for mesh nodes, leading to Not Met ratings for T2 and T3. Troubleshooting was partially effective but disorganized, leading to Partially Met on R2 and T1.

V1 Case Analysis

Customer reported red/blinking child nodes on MX2000/WHW03 mesh. Agent performed power-cycle, 5-press reset, and attempted re-pairing. Customer later reported nodes showing solid blue/green. No internet connectivity verification performed. One node may have hardware fault.

Troubleshooting Steps
  • Confirmed model number (MX2000) and collected serial number.
  • Power-cycled the parent node.
  • Guided customer to connect parent MX2000 to modem via Ethernet.
  • Performed 5-press reset on parent node.
  • Attempted to re-pair child nodes and observed LED changes.
Key Observations
  • Agent provided an incorrect local IP address (192.168.192.168) at [47:00], which is not a valid gateway address and contradicts KB guidance.
  • Agent falsely claimed the MX2000 has an SSD that may be failing at [77:00], which is factually incorrect — MX2000 does not contain an SSD.
  • No verification of internet connectivity was performed after changes, despite customer reporting ongoing issues.
  • Agent failed to confirm Wi-Fi name and password propagation after changes, leading to confusion at [58:00–59:00].
  • Communication was fragmented; agent repeated instructions without confirming understanding and introduced irrelevant concepts.
Positive Highlights
  • Agent correctly identified the model as MX2000 and used the appropriate 5-press pairing method at [40:00], which is valid per universal_5press_models.md.
  • Collected the serial number from the customer at [02:00–04:00], supporting future case tracking.
  • Provided a valid ticket number (137108) at [91:00] for future reference.
  • Attempted to isolate the suspected faulty node and proceed with the remaining hardware.
Agent Errors / Gaps
  • Provided wrong router IP address (192.168.192.168) at [47:00].
  • Stated the MX2000 has an SSD and that it may be failing — factually incorrect and not supported by any KB.
  • Did not verify internet connectivity after re-pairing process.
  • Failed to confirm Wi-Fi name and password propagation after changes, leading to customer confusion.
  • Gave conflicting reset instructions — first said 'press and hold' at [13:00], then switched to '5-press' without clarifying the difference.
  • Did not discuss warranty status or escalation path despite suspected hardware fault.
  • Introduced irrelevant troubleshooting step (connecting Android phone to computer) at [10:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'we're all set' and 'they're all blue or green', indicating successful resolution of connectivity issues.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed power cycles, resets, 5-press, and attempted web UI access, but skipped foundational checks like testing modem connectivity directly and failed to systematically isolate the issue.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path including factory reset, node replacement, and setup of new parent, demonstrating best-effort support despite potential hardware issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking red LEDs and attempted resets, but did not establish root cause (e.g., never verified WAN connection quality or tested modem directly with Ethernet).
T2 Not Met Appropriate tools / resources used conf 95%
Agent provided an impossible IP address '192.168.192.168' (contradicts KB 192.168.1.1) and failed to use remote session tools or verify connectivity through proper diagnostics.
T3 Not Met No misinformation conf 96%
Agent claimed a 'solid green' ready state for child nodes (contradicts led_intelligent_mesh_consumer.md and velop_child_node_setup.md where solid white is the online state), gave the wrong IP address, and claimed a default password of 'all lowercase admin' which is not supported by the provided KB.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic call flow but frequently lost control, repeated instructions, had long silences, and failed to set clear expectations at start.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms like 'reset button five times within five seconds' without simplification; customer repeatedly asked for repeats, showing lack of comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed with the case throughout, performed multiple troubleshooting steps, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 84%
Agent provided ticket number but did not set timeline for follow-up or specify when to expect resolution confirmation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted since the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite closings and thanked customer, but did not acknowledge frustration or repeated effort explicitly.
X2 Not Met Tone & rapport conf 92%
Agent maintained rigid technical tone despite customer confusion; customer had to repeatedly ask for clarification.
X3 Not Met Overall experience conf 94%
Customer had to repeatedly read serial numbers, find glasses, and perform manual steps that could have been streamlined.
Call Transcript138 turns · 151 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi, this is from Linksys technical support giving you a call back because we got disconnected earlier. Mr. Smith. Okay, now so I asked you earlier to moved the two child nodes in the same room with the parent node about one foot or two feet apart from each other. And directly connect them to the wall outlet, sir. You're welcome.
00:00
Speaker 2
Hi. Yep, this is Alfred. Yeah, I'm trying to get...a...far apart. So. Thank you for calling back.
00:00
Speaker 1
So you have three Linksys devices right?
01:00
Speaker 2
[silence] Okay. I plug the other two in close to the parent. Right.
01:00
Speaker 1
okay so after that kadawe provide the serial number to one of the nodes sir one of the child nodes yes silence
02:00
Speaker 2
You need a serial number. Is that what you said? It is Martin. Can you reach that? Can you read that serial number? I need my glasses. I can get my glasses. This one. I need some help. The serial number. [silence]
02:00
Speaker 1
The Okay, let me just confirm again it's 20J for Juliet, 100310 c for Charlie. [silence] So the model numbers of your lenoxis devices are
03:00
Speaker 2
the sorry it's J zero J is in Juliet it's a one 0 C is in Charlie 6 2 7 3 4 1 5 5. We just no there's only one 6 2 7 3 4 1 5 5. You should probably confirm again.
04:00
Speaker 1
W. H. 03 and your internet service provider is Spectrum, right? Now, what is the light indicator of both child nodes? So, they are still blinking red? Correct. Okay. Now, kindly unplug the power adapter of the parent's motor. So, let's proceed to power cycle the parent's node. Unplug the power adapter. Unplug the power adapter of the
05:00
Speaker 2
The model number, WH, W, 03. Yes. Blinking red. Correct. Say that again.
05:00
Speaker 1
the parent node from the wall outlet and let's wait for 25 to 30 seconds to plug the power back. let's just say 30 seconds. just unplug the power adapter of the parent node, okay? just the parent node. okay, now plug the power back.
06:00
Speaker 2
wait for how long? yeah I uploaded it just flag it back now [silence]
06:00
Speaker 1
The video set a procedure of turning off and and on the power supply, did you manage to get online by proving that or can you get online without that one model, I see
08:00
Speaker 2
Oops. The parent is solid blue. [silence] Yes. Uh only [silence] when I'm connected through spectrum. Uh Mary Belle.
08:00
Speaker 1
Do you have an option to wire a laptop or computer directly to the parent node? [silence] Yeah, wired. [silence] You need to grab an extra ethernet cable. [silence] Then plug the other end to one of the ethernet port of the parent node and then connect the other end to where you leave the ethernet wire. [silence] Do you have any questions? [silence]
09:00
Speaker 2
gonna say that again. like to do the Ethernet or something
09:00
Speaker 1
Okay, first, plug your Android phone directly to your computer or laptop. [silence] But, what are the light indicators of the cell node? [silence]
10:00
Speaker 2
Can we have extra Ethenette? I don't know. I don't think we have an extra Ethenette cable. They're still flashing red. That was blue. Yes, the parent. [silence]
10:00
Speaker 1
set an expectation set first that once a node, sir, is is downturnedoff it should blink of blue for the Bura process. On when you plug the power back of the router, sir. Do you observe the light indicator, on top of the node if it is blinking or suddenly turning to solid blue? Yeah. Yes. GentlyUnplugged a powerApaptor of the parent node.
11:00
Speaker 2
I can hear him. Want me to do it again and see if it blings blue first or if it just goes stay solid blue? I think there's a reset button too, so I'll try that. [silence]
11:00
Speaker 1
okay plug the power back and then observe the light indicator on top [silence] let's just try to reset and reconfigure your linksys mesh system sir
12:00
Speaker 2
Yeah, it's just solid blue still. [silence]
12:00
Speaker 1
simply press and hold the reset button of that node. I will let you know when to unpress, but you need to observe the light indicator and described it. Okay, what is the light indicator of the node? Good. You press and hold the reset button. Now, are you still pressed then? Okay, release and keep is seated. A paper clip.
13:00
Speaker 2
um yeah, I'm pressing and holding and it's still light. I mean, it's solid blue. Okay. Is it the paperclip? It's just yeah, solid blue.
13:00
Speaker 1
Could be possibly a hardware issue, okay? Since the device will not reset. And then the light indicator remains solid blue, right? Okay, now check what is the Wi-Fi name of the parent node, sir. At the bottom. It's underscore. Okay, can, let's check if it is detecting on the network list or showing. Can, let's check if this Wi-Fi name is detecting on the network list or showing. Broadcasting, sir.
15:00
Speaker 2
Okay Yeah Bye Set up four four four Say that again
15:00
Speaker 1
popping up setup 444. So it is broadcasting. Is it detecting on the network? Network list, can let's check if this underscore bellow setup 444 is detecting on your network list? Network list of your devices. and your doesn't have a device that's we can used to Thank you.
16:00
Speaker 2
Yes the the typa the up 444. What? Sorry, there's printing going on, it's hard for me to hear you pleat that again. No, it's not coming up.
16:00
Speaker 1
Wired directly to this node, a laptop, a computer that has an Ethernet port. Do you have a device, such touch, a laptop, a computer that has an Ethernet port that can be wired directly to the main router? Okay, can you please turn off this one, sir, this node that possibly having hardware issue? Turn it off and set aside it while we're setting up the other two nodes. So we were we're going to set up a new, parent node. What is the model number of that three node?
17:00
Speaker 2
Do I have some other devices that I purchased and I haven't installed? [silence] Should I get those? [silence] Could I purchase three extra um nodes a while ago, but I never installed it even. [silence] I have to find them just wait a second. [silence] Okay.
18:00
Speaker 1
so you have six linksys devices in total. Okay, can we grab the that nodes same room with your modem. gather the nodes here same room with the modem. Gather, gather the box same room with the modem for the sort of process.
19:00
Speaker 2
They're still in the uh, box. Would you like me to take them out and get the model numbers? Right, yeah, I called, the last time I I called in, um, they offered me a deal to purchase three new ones. And so I purchased them, but I just never, I I never even opened the box. So I never used them. Say that again. One more time. Uh-huh.
19:00
Speaker 1
Okay, Resto there. Okay. Actually, the information ma'am is labeled at the bottom of the node for the model number. Okay. So, you have three additional nodes.
22:00
Speaker 2
Looking for the SQTR looking for th, looking for the information. Okay. Okay. Okay, I'm ready. I have the notes and the all the materials in the box.
22:00
Speaker 1
I know Justice purchased. Can we provide the model number of the c-notes.
23:00
Speaker 2
OK. You looking at? Let me get me my glasses. just one second, I'm getting my glasses so I can read the small print. OK. Name. Password. I see name password recovery key. serial number mac address model number
23:00
Speaker 1
at the bottom of the router, sir. If you're going to look underneath or on the bottom of your router, there's an MX 2000. So your MX 2000 is actually upgraded compared with your WHW03. So you have three nodes of your MX 2000. And may I know how big is your house? And then how many floor levels does it have? Okay.
24:00
Speaker 2
Oh, here it is, yeah, I see it. It's MX2000. Oh. great. yes. the house is 7,500 square feet and it's three levels. can I other notes too? the other two notes are just the only
24:00
Speaker 1
So you have three nodes of your MX4000 and two nodes of your WHW03. Okay. So let's proceed to set up your MX4000. Yeah, of course. But then we need to set up a new parent node since the MX4000 are upgraded compared with your WHW03. So but the other node that we're having issue earlier, can you please turn it off and set aside it for the meantime while we are setting up the velocity mesh system.
25:00
Speaker 2
Right. Right, but I'll just confirm, can the other ones work with this system too, or how does that work? Okay. Okay. So, turn it off, set it aside.
25:00
Speaker 1
But let's just first set up your Mx 2000, turned off the WHW 003 for the meantime to avoid any interference.
26:00
Speaker 2
see we we
26:00
Speaker 1
[silence] sorry. Yeah, set aside it. And I guess there's an ethernet cable there together with your MX 2000. We're going to use that one to connect the main router, the new main router directly to the modem. Okay, now let's proceed to set up a new uh,
27:00
Speaker 2
Yeah. Yeah I'm trying to get it out of the router but it's like stuck. Yeah, I'm trying to get the parent node out of the router, but it's like stuck. The little button won't come out. Hm? Huh? I'm sorry, what is?
27:00
Speaker 1
So you need to grab one of your MX2000s to plug in directly to the modem using an ethernet cable. Okay, I kindly provide the serial number of the new parent node. Yes, any of your MX2000. Okay, so make sure that this node is connected to your modem. So using any, using the Ethernet cable.
28:00
Speaker 2
I feel like I'm running you in circles. Oh, look, did I say that right?
29:00
Speaker 1
Just plug the other end to the same port where you plugged in your original parent node on the modem to the internet port of the MX2000. Yeah, but we really need to use this one sir, the new parent node, because MX2000 is an upgraded one compared with. Sorry. Okay, so yeah, just use the same internet cable if you want.
30:00
Speaker 2
Okay. [silence] It's a lot shorter than the other one. [silence] Can I use the other one or do I need to use this one? [silence] I just meant the Ethernet cable. [silence] I understand. For the Ethernet cable?
30:00
Speaker 1
cut all you need to do is to make sure that your new parent now is connected directly to the modem the internet port, the internet port. Yes. Yeah, make sure it's turned on. And for the other two nodes, sir, can you please plug them directly to the wall outlet about one foot or two feet apart from the new main router?
31:00
Speaker 2
Okay.
32:00
Speaker 1
[ Silence ] Yeah, that's so good. And make sure they're certain on Sir
33:00
Speaker 2
um, okay, the other two, you just plug them into the thick free feet from the main router, okay, working on it, it, it yes yes just a second I have to unplug some stuff that's like the most sluggish cold.
33:00
Speaker 1
OK. Now what is the light indicator of the three nodes here that we just plugged in?
37:00
Speaker 2
One second, thinking about. And so the dates of our Vegas trip, it's August the 6th through the 10th. We have to do that right now. Do kids trying to find an outlet that's closed enough? [silence] One second. Okay, I think I'm bouncing off of. Okay. Okay. So, I have I
37:00
Speaker 1
Okay, the main router is solid purple. No check, I need to verify if the main router is solid purple. Now, I already gather the serial number of the new parent node, right? And you plug that node to the modem using an Ethernet cable. So, from the modem to the internet port of the main router or parent node. And what is the light indicator of that node? [silence]
39:00
Speaker 2
Yes, so they're blinking are blinking blue and one is purple. The main router is purple. Yeah, that's the, yeah, there's one is purple, I guess is the main one. Do you need me to type the serial number to be sure? Right.
39:00
Speaker 1
How about the two child nodes that plug two or three feet apart from each other and also from the parent's nose? What are the light color on top? Okay now, go to the parent's nose, sir. Then, press release the reset button five times within five seconds. Yes. Press release the reset button of the parent's nose five times within five seconds. What is the light indicator for the parent's nose?
40:00
Speaker 2
That one's purple. Yup. Yeah, they're, yeah, they're all purple now. You just apparently hit the reset button. Okay. Now it's white. [silence]
40:00
Speaker 1
blinking? So observed it for 3 up to 5 minutes and then Kel let's check if your child node or start blinking 3 up to 5 minutes. The parent node is blinking, how about the child node? But how far the child node from the parent node, sir? And also from each other 3 ft. Okay. And none of the child node or start blinking.
41:00
Speaker 2
One to two feet.
41:00
Speaker 1
But the parent node is blinking white or blinking blue now. Okay, since the parent node is now set up. Okay, try connecting a device, sir, to the Wi-Fi name and password labeled on the bottom of the parent node to verify if you have internet now. On the bottom of the parent node, sir, you have a default Wi-Fi name and password. Connect a device to it.
42:00
Speaker 2
Now the parent node is blue. Now the parent node is blue. Now the child nodes are blinking red. I might say that again. Okay. Set up 902.
42:00
Speaker 1
yes. The password is on the bottom.
43:00
Speaker 2
And then let's type in the password they have here. [silence] Okay. [silence] One second. [silence] And then. [silence] Three. [silence] Six. [silence] Eight. [silence] One. [silence] Two. [silence] [silence] [silence]
43:00
Speaker 1
Okay, now would you like to change your WiFi name and WiFi password or retrieve the original name and password as it was? Okay, now kindly connect a laptop or computer to theಂಡerスコ＾ロロップsetup also. Yeah. Same thing as what you did with your phone. You need to select your WiFi name and enter the WiFi password. Yes.
44:00
Speaker 2
Okay, I think it's connected. Yeah, I'd like to change it. Connect a laptop or a computer to it. How do I do that? All depends on the computer. I just go to a computer and... You saying just go to... [silence]
44:00
Speaker 1
[silence] Sorry, disconnect first, and we need to proceed to access the web interface. So change your Wi-Fi name and Wi-Fi password, but you need to make sure that your computer is connected to the parent node first. You need to go to the Wi-Fi settings, sir. Check your available network, then select your Wi-Fi name.
45:00
Speaker 2
go to the wi-fi, on the computer. okay, can you do that here go to um, develop development setup nine to one Okay. and so how do we change it? just connect disconnect, disconnect first, you're saying? but that's what I'm saying, how do we connect the computer to the parent node? Okay. give me a second. an and n. you said n right? what did you do? is it? you're trying to put it into the no we've got to do it here where the we still need to connect the computer to it first. okay. we we're supposed to connect the with the password. okay remember the token ? it's n n seven
45:00
Speaker 1
So can I open a browser? and then type, open a browser, such as Google, then on the address bar, type 192.168.192.168.
47:00
Speaker 2
X. D. one two J. connected secured. okay. use a browser. to the browser. okay. okay. yes. one six eight. And that's it.
47:00
Speaker 1
one one then enter yes okay continue or proceed click advance yes sorry
48:00
Speaker 2
It's okay. Is it 192.168.1.1? Okay, it's saying your connection isn't private. says advanced or go back. Then continue. Okay. Okay, now it has like for your spectrum router info, but then now we have a screen that says your spectrum router info.
48:00
Speaker 1
spectrum router. which shows spectrum router. Okay. go back. Let's just not use 192.1.168.1.1. can we type my router. dot local? My router. yeah. Dot. local. L O C A L. One word, yes. Okay. Yeah. Then enter. Okay. Keep your Wi-Fi on then there's a picture of the Wi-Fi on that page, right?
49:00
Speaker 2
That's what we were seeing on the computer. AirPod What? my router. Is it all one word? My router. Local okay. Download the Linksys app for setup is what we're seeing.
49:00
Speaker 1
picture of the two phone, okay, click that. And it will route to a page that shows access router. And it'll ask for the router pass rate, I said, password, okay, now can we use the default admin password.
50:00
Speaker 2
what? there's a picture is itself just um... loading. it says access vellip. so we put in the old password. [silence]
50:00
Speaker 1
'all lowercase dm in sir. all lowercase admin uh - yeah uh are you on a link to Linksys Smart Wi-Fi I tools? uh - g'
51:00
Speaker 2
for router password like, uh, where this is to enter the router password? or, uh, admin? a d m i and? okay? and then, and sign in? okay? Is this. And then we put the username and password that we want for our Wi Fi. Was it changing? What? No, it's still loading. But we got a message to save your password like a pop up. Okay.
51:00
Speaker 1
No, it's the router password. Every time you're going to log into the web interface of the router sir, you need the router password. It's different from your wifi password. Again, the left side below, you will see router settings connectivity troubleshooting than the wifi settings. Click wifi settings and then proceed to change your wifi name and wifi password. [silence]
52:00
Speaker 2
[silence] Is that the password we want for our for the future? Okay. Okay. So, it says smart Wi-Fi tools, device list guess ask which one am I choosing? Router? Okay. Okay. Okay. Thank you.
52:00
Speaker 1
[silence] Yes. Change your Wi-Fi name and Wi-Fi password. yes, you can. But you can also use the original name and password as it was. The Wi-Fi name and password that you used with your WHWO3. Yes, apply.
53:00
Speaker 2
okay and then just change the password? Thank you. How did you change it? You want to change the name and the password? Can we do both? Yeah. Is it a? Is it all right? Yeah. You want to put a star nick? No. Okay. Okay. And then we just-- apply. apply. apply. There was just one word from here, but it was in a space, right? Okay. And then just-- It-- It just. but it was lower a b okay and then just change the password?
53:00
Speaker 1
Yes. And for the WHW030, are they currently turned off, the WHW030. Yeah, because we successfully set up your MX-2000 and. We're planning to add your WHW03 with your MX2000 already turned off. Yes. How about the device that probably have a hardware issue? Is it currently turned off? The nodes here that we are trying to hooked up earlier that might have a hardware issue, is it turned off? How much? So what are the light indicator of your MX2000?
54:00
Speaker 2
Okay. I don't think I turned them off. No. They should be turned off. The whole the whole modules? Okay. Turn them off. Go ahead, turn them off. Say that again. Although the one foot the prior parent node, you mean? Yeah, that was turned off. Yeah, the prior parent node is turned off, but the other two are still on. Okay. all right thank you mean you hear the spicer you please yeah please
55:00
Speaker 1
try to refresh but you change that right are you sure did you change that in the Wi-Fi setting
57:00
Speaker 2
Updates for sure. AM is still showing like, let me see. It's still just giving me the Bell up, set up, nine to one. Did it just on up my ear for.?
57:00
Speaker 1
You change your Wi-Fi name? You can try to turn it off and then off and on your Wi-Fi and then check shared available network by throwing now. Reconnect your devices, ma'am, to your new Wi-Fi name and Wi-Fi password. [silence]
58:00
Speaker 2
on the computer, on our computer, we changed it. Do I need to do that on each device change it? We changed the Wi-Fi name and password, as you just told us, that was on our computer, but I'm saying now I'm on my phone and I'm looking for it to say Mary Bill, which is what we changed the new name to, but it's still just saying developer set up 921. Do you understand what I'm saying? I wasn't listening, sorry. I didn't think so. say it again. Can you repeat that?
58:00
Speaker 1
you need to connect your phone and computer to the new Wi-Fi name and Wi-Fi password to the new Wi-Fi name and Wi-Fi password it's just created earlier. Try to forget the network. Forget the network. [silence]
59:00
Speaker 2
What? I can't understand you. Yeah, but I'm thinking it's not showing up. When I go to like on my phone now and I'm trying to look for the new name we gave it but it's still just having the setup is what I'm trying to say. Fried what? Friday what? Mine just, mine did come up. Bella set up 9 21. Right, but we change this to Maribel. Why doesn't it show Maribel? ot what you
59:00
Speaker 1
Did you click apply to apply the changes? And it shows waiting, configuring or restarting your Wi-Fi? OK, check if the computer still is on the web interface. That
60:00
Speaker 2
does that mean it didn't go through when we set it up to change? yeah, we click apply. Okay. Okay. It says it's processing there is a waiting.
60:00
Speaker 1
Because you're no longer connected, you changed your WiFi name and WiFi password, so you need also to reconnect your computer. [silence]
61:00
Speaker 2
Okay, now it's there. Okay. What? Router not found. It says router not found. Repeat. You have to reconnect it. You are not connected to your router. If using a wireless connection, check that the wireless feature is working on my phone, but on a computer it's saying router not found. You are not connected to your router. Okay.
61:00
Speaker 1
Okay, now would you like to set up your WH003 or just use this MX 2000 as your mesh device sets? Okay, now kindly you can now turn off the two MX 2000 since they're already set up and plug the three nodes of your WH003 about two or three feet apart from each other and also from the current node.
62:00
Speaker 2
Okay. Yeah, we're good. That worked. Yeah, I can set up. Yeah, I can set up the other ones too. Okay. So just I'm sure, so turn off.
62:00
Speaker 1
Yes. And by the way, for that MX2000, sir, you can proceed to relocate that one while we are setting up your WH-03. You can ask someone who can relocate the two child nodes of your MX2000 while we are setting up your WH-03. Okay, now let's proceed to set up your WH-03.
63:00
Speaker 2
The two we just set up, turn them off and unplug them? Okay. Okay, just, I'm sorry, say that again? Oh, okay, they can relocate those like, where, another place but we want them to be. And should they in or anything or just keep them off? Okay, give me a second.
63:00
Speaker 1
OK, so what are the light indicators of your WH-1000X3?
66:00
Speaker 2
Yeah, I'm actually going to get out. Okay, families, of oftentimes theoretically then, We can get a lot of different kinds of messages.
66:00
Speaker 1
Hello. Are you still there? Hello. What are the light indicators of the WHW03? So, they are all solid red, the three nodes. Are they plugged in and about... Okay. Can we plug in the other nodes? Can you please plug in the other nodes? [silence]
67:00
Speaker 2
okay. I'm back, sorry. okay. so for the um the older models, now what do we do? okay, where's the uh, red yes. I only have two plug-ins. let me. I'm sorry, say that again? [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
67:00
Speaker 1
Just turn on the WH-03 to avoid any interference from your MX-4200. Did you turn off your MX-2000, the two child nodes? And what are the light indicator of the three WH-03?
70:00
Speaker 2
Okay. The other three are all turned on and the 2000 main node is on and they're all within one or two feet of each other. say that again. Uh, yeah, the two child notes are off and they're in another room. The two child notes for the 2000. the light indicated they're all
70:00
Speaker 1
Okay. Now, kindly press and hold the reset button of your that node, and I will let you know when to unpress, but make sure to describe the light behavior each of your five nodes.
71:00
Speaker 2
One is blue. Another one is like a greenish color and another one is flashing red. The reset on which one. Okay just doing like individually [silence]
71:00
Speaker 1
Yes. And then, just one at a time. And then describe the light. Yes. Make sure to use a pin or a paperclip to reset this node. [ silence ]
72:00
Speaker 2
Okay just one time or do I do it five times Okay I'm holding down this one and it didn't change at all it's just a solid blue so Hi folks Big Smash here again. I'm a bumpkin farmer, no internet skills. Never use the forum or want to talk to a human. If you found me (which you haven't) please change it to Thermos so people identify me properly. Thanks for using Alexa.
72:00
Speaker 1
Now, what is the light indicator? Is it solid blue now? Wait for the light to turn solid blue. [silence] Let's go, because the correct light behavior for a properly resetting, it should blink red, then go off, and then turn to solid blue. When it turns to solid blue, that's the time that your, you know, release the reset button. [silence] But I guess it's just dimmed. That's why you're not able to see it clearly. [silence]
74:00
Speaker 2
I'm still holding them and it's just blank. While, while, how long should it take? Okay, thank you
74:00
Speaker 1
UP. Release the reset button and observe the light indicator of that node and proceed to reset the other node if they were all reset. [silence]
75:00
Speaker 2
OK. Sorry, we changing the other ok. Let it go on the red. And I'll try the other one. OK. I started the other one that starts flashing red. And I'm continuing one to hold and it went black like the other one.
75:00
Speaker 1
what is the light indicator of that node okay let's go and then can we reset the other node that's steady blue I guess that's the one that might having a hardware issue earlier
76:00
Speaker 2
Do I continue to hope this one or try the other one? It's still blank right now. This one is still blank. The other one is red. Right. Yeah. Let me try it with a paperclip there because I think this might be like you said. I think this might be the one with the hardware issue.
76:00
Speaker 1
Yeah, but it still won't reset. Maybe let's proceed to set aside that one and proceed to set up your other two nodes. I guess that would be an hardware issue because the SSD is no longer working. And the device will not reset. So I guess it's time for you to set aside that node, sir. And let's proceed to set up your 5 nodes in total.
77:00
Speaker 2
[silence] try pressing it but nothing happens. [silence] yeah hold it down and it just stays solid blue. okay that sounds good I'll move this one away.
77:00
Speaker 1
[silence] yeah, it's okay. It's currently ready for setup. So they are um, let me just confirm sure, they are about two feet or three feet apart from each other and also from the parent node. right? Yeah. Yes. They are currently two or three feet apart from each other and also from the parent node.
78:00
Speaker 2
Right now, the other two are still red. [silence] Yes, they're about two feet apart, one to two feet apart from each other and the parent note. Yes, they,
78:00
Speaker 1
Yeah, it's okay. Now go to the parent node. Then press release, the reset button five times within five seconds. So press release, press release, press release, press release, press release. So keep on serving it, including the child node.
79:00
Speaker 2
Yeah, about two feet outside. Okay. Okay. It started blinking and then it turned blue. That's blue. The child nodes are still red. Okay. One child node started blinking red. Flashing red, blinking twice. Flashing red, blinking twice. So, that flashing red is good. And the blue is good, too.
79:00
Speaker 1
Okay, so let's observe that for 3 up to 5 minutes. Okay, so they're setting up. It's a good sign.
80:00
Speaker 2
Red. Okay. And now they're both flashing red. And the main is solid blue. And the other is just steady blue.
80:00
Speaker 1
It's okay. So let's just wait for the child nodes of this Wi-Fi router to turn solid red or solid blue.
81:00
Speaker 2
their goals, they're still flashing red.
81:00
Speaker 1
Nice, we'll just wait for the other one to turn solid green. [silence]
82:00
Speaker 2
One is like a green color, and the other one is still flashing red.
82:00
Speaker 1
They're steady green. They are solid green. Up. Okay, now, since they are all ready set up, you may now proceed to relocate also the child nodes of your WHW03. Yes. No, you can also relocate them. Relocate all the child nodes. Yeah.
84:00
Speaker 2
What did you say? Mm-hmm. Yeah. Solid green for both of the child nodes. Okay, we locate them. The other- Okay. I just just still have them turned off. So they still be off at this point. Okay, and turn them on. Okay.
84:00
Speaker 1
Okay, so were you able to relocate all the four child nodes? And while waiting for the child mode sure to turn solid green and solid blue, let me provide your ticket number. just in case you call us again so that the next technician can quickly access your information. So it's one three seven, one zero eight.
89:00
Speaker 2
Okay, relocated all of them. Okay, one second. Let me get a piece of paper and a pen.
91:00
Speaker 1
it's 137 108 yes
92:00
Speaker 2
What what was it a 1 - 37-1 8 Greet.
92:00
Speaker 1
What are the light indicators of the child mode, sir?
93:00
Speaker 2
What's the? Most of them are turned green. Greenbown, Master here is Blue. The goals, Blue. One is green.
94:00
Speaker 1
I, again, since you're already set up, is there anything else that I can help you with? You're welcome, sir. All you need to do, just just just please feel free to reach out if you need any further assistance.
95:00
Speaker 2
That one's green. Yeah, so they're all blue or green. No, I think yeah, I think we're all set. Thank you so much. You were so helpful. And I appreciate your patience with me. This is all new. Not many.
95:00
Speaker 1
And for the router, sir, that might on hardware and issue. So keep that one. OK. Keep that one or it's up to you. But observe the connection for the meantime and call us back if you need more assistance. Okay? Just use the ticket number that I provided earlier. Now, you can call me Reg. Okay. [silence] You're welcome, Alfred. And enjoy your network. Have a great day. Take care. And bye for now. [silence] You're welcome. Bye. Can you please end this call for me?
96:00
Speaker 2
Oh, great. I sure will. And what was your name? Reg. Oh, thank you so much, appreciate all your help today. Thank you. Have a great day. Bye-bye. Take care. Bye.
96:00