V2 Rubric Detail — 7ade996a-7f8a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 13:46
Duration
65m 14s
Contact
404-543-6854
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137074
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall73.4% (+17.4)

V2 Grader Summary

The agent successfully restored internet connectivity through systematic troubleshooting, including wired testing, MAC cloning, and resets. However, technical inaccuracies (LED color, unsupported 5-press advice) and communication inefficiencies (repetition, lack of empathy) prevent full marks in T3 and X3. No critical failures occurred, and escalation was not needed.

V1 Case Analysis

Customer unable to see Wi‑Fi after router reset; performed reset, wired test, accessed admin UI, corrected connection settings; internet restored and Wi‑Fi re‑enabled.

Troubleshooting Steps
  • Power‑cycled router and performed a standard reset button press.
  • Connected laptop via Ethernet to test raw internet connectivity.
  • Attempted to access router admin interface (incorrect URL given).
  • Checked and changed WAN connection type to automatic configuration, performed MAC‑clone.
  • Guided a 5‑press reset (incorrectly described as a reset) and verified LED status.
  • Re‑enabled Wi‑Fi SSID and password, confirmed internet access.
Key Observations
  • Agent gave an incorrect router admin URL (6.8.1.1 instead of 192.168.1.1).
  • Agent mis‑used the 5‑press method, describing it as a normal reset rather than a diagnostic escalation.
  • Call flow was highly inefficient with many unrelated steps (MAC cloning, PPPoE configuration) that did not address the core Wi‑Fi visibility issue.
  • Warranty status was stated without verification and no proper case or escalation was created.
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Persisted with troubleshooting until internet connectivity was restored.
  • Assisted the customer in re‑applying the previous Wi‑Fi name and password.
Agent Errors / Gaps
  • Provided wrong local router URL (6.8.1.1).
  • Described the 5‑press procedure as a reset, which is inaccurate.
  • Performed unnecessary MAC‑clone and WAN configuration steps for a Wi‑Fi visibility problem.
  • Did not capture or confirm product model/serial number.
  • Stated out‑of‑warranty status without proper lookup.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working, Wi-Fi is online, and devices are connected after troubleshooting.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted wired test, verified MAC address, accessed router UI, changed connection type, performed resets, and validated outcomes.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but continued full troubleshooting and offered upgrade advice only after resolution, not as dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms but misdiagnosed LED states (e.g., 'solid pink') and incorrectly attributed initial failure to reset button press alone.
T2 Partially Met Appropriate tools / resources used conf 85%
Used wired test and router UI correctly, but advised 5-press reset without confirming model compatibility (not in KB for all models).
T3 Partially Met No misinformation conf 80%
Correctly guided MAC cloning and UI navigation, but referenced non-existent 'solid pink' LED and gave inconsistent admin password instructions.
Communication
C1 Partially Met Clear & professional language conf 85%
Maintained call flow but frequently repeated instructions and failed to set clear expectations for multi-step processes.
C2 Partially Met Confirmed understanding conf 85%
Used simple terms but introduced jargon (e.g., 'MAC address clone') without confirmation of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer.
O2 Not Applicable Proactive follow-through conf 98%
Issue fully resolved during call; no follow-up or disconnect commitments made.
O3 Not Applicable Closure confirmation conf 98%
No prior case history referenced; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none warranted after successful resolution.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite but minimal empathy; acknowledged frustration only implicitly, not explicitly validating customer effort.
X2 Partially Met Tone & rapport conf 80%
Adjusted pacing during waits but often spoke over customer and used a repetitive, mechanical tone.
X3 Not Met Overall experience conf 90%
Customer repeated actions (multiple resets), re-entered known info, and performed avoidable steps due to unclear guidance.
Call Transcript114 turns · 119 lines
Speaker 1
I'm trying to add my router to my app, but I think I'm having an internet issue. So, I'm not sure if with connecting to the Wi-Fi, if I can do it or not.
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. [silence] Hello, thank you for calling Linksys Technical Support. This is Shar. How can I assist you today? [silence] I see. Let's try to check that one out here ma'am and see what's the concern. [silence] Before we proceed, can you provide the model number and serial number of your Linksys router? [silence] Got it. How about the model number? Got it. All right. And also, I may know. Who is your Internet service provider? Got it. And also, ma'am, if you, you, you,
00:00
Speaker 1
Um, I am getting, it just says, oops, something went wrong, we can't detect your router. Yes. I'm not, my Wi-Fi is not showing up on my list anymore. So I'm trying to troubleshoot what's happening. Um, my internet provider is saying that there's no outage. So they're telling me to check my router, but then I, I can't, I don't know how to do that.
02:00
Speaker 2
add a router or link your router to the Linksys app. What's the error message you're getting? All right. Um, you're on your phone. Um, the device you're using is your phone. All right. So, when you connect to the router, Ma'am, are you connected to the Linksys Wi-Fi? I see. you're. You should be connected to the Linksys Wi-Fi for you to access the app. All right. Can you tell me mum, what's the light status of the [silence]
02:00
Speaker 1
The light status is, um, Pink. Yes. The reset button? It, uh, yes, already, I, uh, usually when the internet goes out I unplug for 30 seconds and then replug it. So, I did that twice and it didn't work and then I clicked reset and then that didn't work. I checked my, um, internet outage. They're saying that there's no outage. But now I'm like wondering if it's anything else.
03:00
Speaker 2
[silence] your router, right now? Uh-huh. it's a Link. Okay. Okay. And also, just to confirm, uh, did you press the reset button of this, um, router? Yes, did you press it? Uh-huh. Uh-huh. Uh-huh. Uh-huh. I see, all right. And I, um, All right. And also, um, just to confirm, um, and also just to ask, how long has this been going on? Um, it's been going on for the past three days. Three days, uh-huh. Uh-huh. Uh-huh. And during this time, is it that you can't even open one site? How have you been? If since you've been stretching this troubleshooting for three days, but since then, just to give you an idea of what exactly it is, have you been able to open another site or something like that? No, no, no. While trying to access the Wi-Fi, or it is that trying to access a cable. What now? You're talking about LAN? No. No, I'm not talking about LAN. I'm just using- Oh, you're using Wi-Fi instead, only to access like not Wi-Fi, not LAN. Yeah, okay, okay.
03:00
Speaker 1
[silence] for 15 seconds? Is that too short? Yep. Correct. OK. OK, let me do that now. About setup? Perfect, yep, I see it.
04:00
Speaker 2
Did you just hold the reset button? Okay and it's okay, ma'am. So based on the information that you provided to me, the light status of your router is solid pink and also your network is not showing on the list, correct? Since you press the reset button. So, ma'am, kindly go back to the WI-FI setting, um in your phone and then see if you can find underscoreBelopSetup on the WI-FI list. Yes, underscoreBelopSetup. Alright, got it. And how many links or nodes do you have.
04:00
Speaker 1
Oh. Got it. OK, so let me do that right now.
05:00
Speaker 2
for how many links as routers do you have? Queue. Okay, so just to set the proper expectation, ma'am, that your device, if you press the reset button, your device will go back to its default settings. And we need to set it up again. So all the devices that are connected, that are connected to your, um, Wi-Fi before, it will be disconnected since it'll go back to its default settings. And that is why your network is not showing anymore on the Wi-Fi list. But don't worry, we will set it up and you can use your old Wi-Fi name and password if you want. And, and also, yes. And also, ma'am, I've been checking here your device was already out of warranty, so we can assist you or walk you through on how to troubleshoot this one, but in case your device was [silence] disconnected.
05:00
Speaker 1
**[silence]** Got it. Got it, okay. That makes sense. Do you want me to connect to the Wi-Fi on my phone settings first? **[silence]** Okay. Sounds good. Right. **[silence]** Okay. Done. **[silence]** And it's like yellow, flashing yellow.
06:00
Speaker 2
Effective or not working anymore, we don't provide replacement or a refund for the device, all right? We will just provide you troubleshooting. All right, so, so yeah, let's go. Let's troubleshoot your device. And since it's already um reset or back to default settings, the next step you need to do ma'am is kind can you press the reset button? But this time, press it five times like press, release for five times. Not too fast and not too slow. Like press, release, press, release. Um, after, sorry, later on after we set it up. All right, press the reset button five times please. [silence]
06:00
Speaker 1
sounds good. we'll do yeah Yeah. we're we have yeah yes we were we had a we're having a thunderstorm so in the morning um
07:00
Speaker 2
all right so it means that it's now communicating to your modem so let's wait for about two to three minutes until they are done communicating and if it's successfully connected the light status of your main node should change to solid green or blue so I'll set a timer here and a timer here and tell me and tell me when the light status changed the solid blue that's why you don't have Internet connection because of you pressed reset button but before that happened man so the Internet is not working anymore before you reset the device mm-hm
07:00
Speaker 1
sometimes I notice that our internet goes out when there, there's a thunderstorm. So, um, but usually when we unplug and re plug it, usually works just fine. Yeah, exactly, because I contacted my internet they were like, no, there, there's no outage. I reset, I mean I, uh, unplugged, re plugged three times. Didn't work. And then I have work today from home, so unfortunately, need the internet. Okay, it is turned a bright uh, teal bluish green color. [silence] Okay, doing that now. Oh, it's turned red.
08:00
Speaker 2
At that time, it doesn't work anymore. That’s why you decided to press the reset button. I see. I see. I see. All right. So yes, can be connected to xxx.vellup/setp/namem and the password is printed on the label under the router. Mhm.
08:00
Speaker 1
never mind. this turned red. great. yes. I double checked that.
09:00
Speaker 2
Now it will just, um, let's just wait for a minute, cause it might go back to solid blue and the cable is properly plugged into the router, right? All right. I, oh, now we're done. I All right. So can you tell me, ma'am, the light status? Is it still solid red? All right. If I may ask, do you have.
09:00
Speaker 1
um I don't think I have the wire or like the port in my laptop actually to connect it. Right? The the you're saying the the ethernet cable right directly into my laptop. Okay, I I don't think I'll have it, but let me check one drawer to see if I have one in my doctor. Maybe I'll go to last week's. [silence]
11:00
Speaker 2
uh. Are you ready? Mm-hmm. Yes, Yes. I heard an app, so I don't know if I need to Ring the Doorbell or Oh,
11:00
Speaker 1
No, don't. Oh, wait, wait, wait, wait, wait, wait, wait. I might. my laptop. You're saying to I put the um the modem right? Connector directly in the laptop. Okay. Okay. Okay. Let me do that. Give me one second.
12:00
Speaker 2
Yes, can you, yes, can you unplug the router, uh the cable from the router, and then plug it into your laptop?
12:00
Speaker 1
Sure, [silence] the white ethernet cable. [silence] The one that I see. There's also a yellow ethernet cable that's going directly into the [silence] um it's going directly into the wall. [silence] Yes. [silence] Looks like that. [silence] Oh, perfect. Okay. [silence]
13:00
Speaker 2
Yes. Yes. All right. So you don't have any modem, it is connected directly to the wall. All right. So that cable that you plug into your Linksys router, Ma'am and plug that one and then plug it into your computer or laptop, even though it is directly to the wall. Let's just try to check if there is an internet coming from that cable. [silence]
13:00
Speaker 1
[silence]Everything is running really slowly. But I don't know, my computer is just having too many things. Okay, uh, it does look like it's working. [silence]
15:00
Speaker 2
Yeah. Did you turn off the Wi-Fi on your laptop? I mean in your laptop?
15:00
Speaker 1
actually hold on no uh i sent a message to my colleague and i'm loading chrome right now. google right now the message didn't go through it looked like it did first and then now i am checking no oh yeah yeah yeah yeah it worked yeah windows [silence] [inaudible] [silence]
16:00
Speaker 2
All right. So the internet is working using a wired connection directly from the wall. Mm-hmm. All right, so it's working. Are you using a Mac, ma'am, or a Windows? All right. So, can you go to the Control Panel?
16:00
Speaker 1
yep. Yep, I'm here. Adaptor settings. Yep, I see it. Yep. Um, uh, you want me to click on the Wi-Fi? Yeah. [silence]
17:00
Speaker 2
kindly go to control panel ma'am and then once you're in the control panel go to network and sharing center all alright and on that page can you see change adapter settings on the left pane yes change adapter settings all alright can i click that one all right and then go to the um you find their bluetooth Wi-Fi ethernet right um I know on that um you need to click ethernet since you are connected wire directly right
17:00
Speaker 1
Perfect. Yep, I'm on, clicked it. Yes. Sent received internet. It's enabled. Speed is one point oh. GBPS. yes, the physical address is zero zero, E zero four C F two B zero seven F. two. Yes, perfect. Yep.
18:00
Speaker 2
Click on the easy enough and then check status. Right-click and then the status. Can you tell me what's the physical address? So, it's 00. d. So, 00. d. 00. d. So it's 00. e. 0. 4. C. e. 2. c 7. f. Right. Got it. Okay. So, mom, can you unplug that cable and put it back to the router? So, ma'am, her i just [silence] pulled the cable out. and put it back to the router. That's the router?
18:00
Speaker 1
Yep. Perfect. Doing that now. Okay, done. Uh right now it's flashing red. Okay, it's solid red now.
19:00
Speaker 2
it should be plugged in above the reset button. Board. All right. So, uh, what's the light status of the main node? All right. see, let's wait for a minute or two until the light is stable. It's not solid red. So, can you connect your, um, laptop, ma'am to the default um, WiFi name of the main node?
19:00
Speaker 1
Okay, almost done just putting in the password. Okay, saying, um, checking network. It's just loading.
20:00
Speaker 2
[silence] All right, let's wait until it says "connected" - no Internet connection.
20:00
Speaker 1
Okay. Um, it has no internet, um, secured. Yes.
21:00
Speaker 2
7031 it says connected okay so can we can we open it open a browser can we open a browser okay and on the address bar can we type in 192 that one [silence] one.
21:00
Speaker 1
you many users trying to why am I getting a warning when I try to access my router settings in the browser. Yep indicates proceeding. Okay. All right. It's loading. It says I'm going. It says internet connection is down. You must have an internet connection to log into your link to Linksys Smart Wi-Fi. But then on the right hand side it says access to develop type in router password.
22:00
Speaker 2
6.8.1.1. alright enter, yes, what does it show? alright, is there an option to continue? yes, uh huh,
22:00
Speaker 1
Okay, password and then admin, all lower case. Compared, it didn't work. [silence]
23:00
Speaker 2
sample router password [silence] access develop and then input [silence] admin all lower case [silence] on the password [silence] yup yup all [silence] lowercase [silence] nice this is
23:00
Speaker 1
It just says waiting. Oh, uh, nevermind. Hold on. It says waiting and then goes back to the signup page. Uh, G are Q one oh one BRF. Yeah, password looks right. Yeah. We lost him. Yeah.
24:00
Speaker 2
All right. So you are routed back to the sign-in page, but you input admin. All right. Is there an option for you to reset the password? Okay. Click that one. And it will ask you to input the recovery key. It's printed on the label also.
24:00
Speaker 1
The recovery pin is two two seven zero zero two seven zero two Okay it says get a new admin password and... Encountered an unexpected Uns an unexpected error. If the issue continues please visit [silence] An expected error. We've encountered an unexpected
25:00
Speaker 2
Yes. Kindly create an admin password. It should consist of one upper case, one lower case, a special character, and a number and it should not be repeated.
25:00
Speaker 1
All right, technical support site, Error 2298, Uppercase hash hash hoo, 585 at Censored, Oh, got it! Got it, got it, got it. Let me create a password. Done.
26:00
Speaker 2
What's the era? So I'm going to tell you what the password you're using or you tried to input or to create. It should not be repeated, ma'am. No repeated numbers. No repeated letters. No repeated special characters. Yeah.
26:00
Speaker 1
It's showing... Um... It says, your password success network status no Internet connection. Um, develop... Yeah, blue page, yeah. Yes. CA. Yeah. Got it. [silence]
27:00
Speaker 2
All right, so, what is it showing right now? [silence] All right. So, you are already on the blue page where there is 'Linksis smart wifi page.' Scroll down and find the C A word on the bottom. It's a small word on the bottom. There is end-user license agreement, privacy statement, Oklahoma privacy policy, and end-user license agreement. It's on that page. Yeah, C, click the C, please. All right. And then you are routed back to the page.
27:00
Speaker 1
I did and. Yes. Okay. Okay. Okay. My, my iPhone is showing up and my computer is showing up. Yep.
28:00
Speaker 2
Did you click the connectivity? And. Before that, ma'am, go back to the home page and go to troubleshooting page first. Let's try to check if there is an exclamation mark on that part, table. All right. So you are under the status bar or status tab. [silence]
28:00
Speaker 1
yep, I am. Mm-hmm. Yep. Click to report. there's any internet numbers showing? Uh no numbers, just uh it just says PP joint connection type, login status is connecting
29:00
Speaker 2
Alright, under that tab, you will see devices and reports. Kindly click report. Alright, and kindly scroll down, ma'am, and tell me if under internet connection if there are any numbers showing or no, any under internet connections, tell me if there are numbers showing. I see. So, you are under LTO. Okay. Also, now scroll down and under ports,
29:00
Speaker 1
There is one GBPS. connectivity. Perfect, done. Okay. PP, OE? Yep. Yes P.P.O., a
30:00
Speaker 2
table tell me if there is an X marks on the internet um tab. [noise] [ silence] so there is an X okay. [ silence] all right okay. [noise] [ silence] so ma'am kindly click on connectivity go to connectivity says we confirm that there is an X mark on the table. [noise] [ silence] yes. [ silence] All right. [noise] [ silence] and click on internet settings tab. [noise] [ silence] and can you tell me what's the connection type showing is it PPO? [silence] are you on PPO connection or not? [noise] [ silence] [silence]
30:00
Speaker 1
Okay. Done. Okay and then click OK. Yes. Got it. Okay. Okay. Got it. [silence].
31:00
Speaker 2
kindly. We click Edit. All right. And then drop down the arrow and select automatic configuration. Not yet. And then you will see the Mac address clone. Correct. All right. Okay. Okay. In the first back, I'm typing 00. Second is E 0. Okay. And the third is for C. Next box is F 2, F 2. Strunk, 2.
31:00
Speaker 1
Should this be uppercase or a lower case or does it matter? Just all lowercase, okay. F2? Yep, F2. Uhh...A2... Vero. Okay. When I clicked, uh, applied, uh, Clone My PC's Mac had changed it, is that okay?
32:00
Speaker 2
Um, how lowercase. So you're done typing the F two. Yes. Next is D, D0. Delta zero. And last is seven from 7F. All right. Done. All right. Then click remove my History and click apply. Yes, that's okay.
32:00
Speaker 1
It just says waiting and loading. Uh the oh the color is red.
33:00
Speaker 2
All right. And can we observe the light status of the main node? It's a solid red. Okay. [silence]
33:00
Speaker 1
It says, uh, where it says the network status, this device to router to internet says no internet connection. Yeah. Yes. Uh, and I'll just double check that it saved. Waiting. Yeah, internet connection type automatic configuration. MAC address clone enabled. Do you want me to reinput the, the other address? [silence]
34:00
Speaker 2
Hello, internet connection. All right, go back to internet settings. I'm in two connectivity. All right, and you already changed the connection type to automatic configuration, right? And did you?
34:00
Speaker 1
Yeah. I saw this is, yeah, solid red. Yeah. Right. Now. Um, I'm not sure. I didn't set it up this whole thing.
35:00
Speaker 2
No need. So did you click apply already? right? And the light status is still solid red? of the main node. I'm just you confirm, what's your, um, connection type? Is it PP TPOE. From your internal service provider? Um, did they provided you, um, one moment here? Um, username and password? Okay, let's double check here.
35:00
Speaker 1
[silence] Okay. [silence] Take out the [silence] ethernet cable. [silence] Okay. [silence] And then I'll just wait.
36:00
Speaker 2
Okay, how about this one, ma'am for one last time, solely unplug the cable since you don't have the modem, right, unplug the cable from the router and wait for 20 seconds before you plug it back in. Mhm, yes. [silence] go ahead [silence] yeah please. [silence] All right. Can you tell me what the light status
36:00
Speaker 1
Okay. It is green or I or T-Mo, what? well, there's no T bill. Perfect.
38:00
Speaker 2
All right. Let's just wait for a minute or two just to confirm it will stay on that colormap.
38:00
Speaker 1
<SIL> And it's still a solid blue, blueish green. Yep. Connected. Looks good. And Internet is working. Uh, okay, got it. Yeah.
39:00
Speaker 2
All right, and tell me, is it so solid through? All right, so ma'am, kindly refresh the page where you are right now and check if the network status is connected already. All right, kindly open any website, Ma'am, like YouTube or your email and see if your internet is working. Oh, I see. So it's already working and your Wi-Fi is working. So do you want to change your Wi-Fi name and password of your Wi-Fi? Or do you want to
39:00
Speaker 1
Can we, is it possible to keep it the, is it possible to keep it the same than it was before I clicked reset? Oh, that would be great. How do I do that? Yeah, that would be great. Okay. Yep, it says we found a new network. It says, asking for the router password which I'll put in.
40:00
Speaker 2
Is the default one. All right. So, connect your phone to the Wi-Fi to the linksys Wi-Fi and tell me once you're connected. Mm-hmm. All right. Mm-hmm. Yes. And put the password you've rated earlier.
40:00
Speaker 1
Oh, um, the password that it wants is the one that I created on the, um, oh shit. Hold on. Let me see if I put it in my, I tried to copy and paste it into my notes. Let me see if I pasted. Okay. Oh, thank god, yes. [silence]
41:00
Speaker 2
Yeah, that we did. Yeah, that we did. Yeah, that we did. The one that we created earlier on your laptop. go ahead and then we access that page under the smart plight fight you page. Your forgot it you just you can you can just create a new router passphrase. Is there an option for you to reset it?
41:00
Speaker 1
Applause.
42:00
Speaker 2
You're welcome, man. You're welcome, man. You're welcome, man.
42:00
Speaker 1
okay, done as internet online. two devices one node, okay, okay. got it.
43:00
Speaker 2
All right. Oh, what does it... Uh-huh. I see it. All right. So kindly click on the three lines on the upper left corner of the screen. All right, and you will see there Wi-Fi settings. Right? All right. So you will see there Wi-Fi name and password. Um, just delete that one mem and input the Wi-Fi name you want to create and also the password. [silence]
43:00
Speaker 1
[silence] now. [silence] Just to make sure it's exactly the same. [silence] Does it matter if it's uppercase or lowercase?
44:00
Speaker 2
Um, it depends on you, ma'am.
44:00
Speaker 1
Got it. Okay, shoot. For me. Got it. Okay. Oh, okay. Yeah, so it does matter. Okay. Okay. I found it. Okay. Yes. All right, so the restarting your Wi-Fi, this could take up to a minute. Don't ever click a reset ever again on my router. I was trying to remember what my brother told me when the internet goes out, I was trying to follow his checklist, but. [silence] Okay [silence] crutch. Bad again.
45:00
Speaker 2
What is that Wi-Fi name and password you have before. Because after that you can manually connect your devices. One at a time. Right. Did you click save? All right. All right. Yeah. Yeah. Just Wow. Yes. Yes and but this is a good one since now you know how to troubleshoot the router.
45:00
Speaker 1
Yeah, you're awesome. Okay. Yep. Oh, yeah, my laptop connected automatically. Awesome. To my previous. Okay, amazing. Perfect, three devices on. Yep, offline devices. Okay, the internet just got it. Okay.
46:00
Speaker 2
Earth, you have the idea already. All right, so you are now connected. I see. So if you want to add the child node them or the other node, you can just grab that one and then move it closer to the main node, like about three to six feet away. And wait for for that to have a stable light status or like a solid blue and if the light will not change or say blinking red or solid red, then you will reset the child node. That's no riesh. It's easier for you to add the child node the first time and then reset all at once you have established all the nodes. And make sure you connect to this Wi-Fi because we have the mobile hotspot, relating to that will be an issue. So looking forward to this session today. Instructor do you have any preference of what we should try to do?
46:00
Speaker 1
Champ travel notes. Oh, on my phone. Got it. OK. Yeah. OK. Let me let me do that. The other node we have is downstairs. OK. Does this have to be uh three six feet away or just while we're connecting? OK. Sounds good. OK. Sounds good. [silence]
47:00
Speaker 2
child node. Or do you want to add the child node while I am under on the phone? Now, you can grab that one and move it closer, like three to six feet away from the main node. It should be three to six feet away, ma'am. So that it will connect back to the network. Then after that, then you may relocate the child node. After we set it up again.
47:00
Speaker 1
Okay. It is closed by and it's flashing. Flashing. It is excellent. It stopped flashing. It's just blue. Sure. Sure. My first name is Ma, should I give you my dad's name since this is his house? Okay, sure. Um, abbbbbbbbbbbd
48:00
Speaker 2
so so so all right, so let's wait for two to three minutes since it's still starting up. And also, while we're waiting, could you provide your first and last name and also your email address for me to create a record for you? Mm-hmm. Yes. You can provide whatever name.
48:00
Speaker 1
A B D U L K A S S A M a b d u l m 86 @ g m a I . C O M. that's correct. it is red. solid red.
49:00
Speaker 2
Mm- hmm. Got it. How about the email? Got it. All right. And your phone number is 404 543-6854. He's correct. Got it. All right. Can you tell me what's the light status of the other node right now? Mm mm-hmm. A solid red or a blinking red? Mm-hmm. All right.
49:00
Speaker 1
No, I, I, no, I didn't. I did not. I always forget this node exists, it's near my parents' wroom. Just one uh just hold it for 30 seconds. So, okay, light has gone out. Shy release.
50:00
Speaker 2
You did not reset that one, right? Only the main node you reset. I see. All right, so let's reset this one, ma'am. Kindly press and hold the reset button until the light went off, and release once the blue light is showing. You need to press and hold it until the light went off. Yes, please. And let's wait for another two to three minutes until the light changed too. solid magenta or a pinkish red or a purple? Um, yeah.
50:00
Speaker 1
OK, it's a solid rest. Will that take out the Internet again? [silence]
52:00
Speaker 2
Alright, so now it's solid red. So, the next thing you need to do, Canby, press the reset button again on the main node, man. The one connected to the patch, five times just like you did earlier. Press release for five times. Not too fast and not too slow. I know, man, you just need to press and hold it for one, uh, five times. You don't need to.
52:00
Speaker 1
The original Noah. [silence] Five times. Okay, the original Noah. [silence] Okay, it's a blinking red. [silence] Now it's solid green. [silence] Okay. [silence] It is like a solid bluegreen. [silence] Bluegreen. [silence] Child Noah is red. [silence] Yeah.
53:00
Speaker 2
press it harder. yes. press it five times. press release. okay. um, um, mm-hmm. so is it um, blinking? how about the child mode? oh, it's still solid red. right. so can we, oh, okay, let me double check real quick. okay. the light says it needs to
53:00
Speaker 1
maintain The actually was red, now it's blue. I'm okay with at least this node working. because I do have to have to, Okay, got it. Then, okay, finish the five, and then it's still the child node. The second node is red. Actually, let just finish.
54:00
Speaker 2
check it here. Can you please press again the reset button five times, ma'am? Not use pass and not use slow. All right. Oh, I see. All right. Yeah, but you can just add it later on using the app.
54:00
Speaker 1
Nishna. that up and product. Add a node to garden ease. OK, perfect. It says it can take up to minutes looking.
55:00
Speaker 2
Sure. Uh, I don't know. So if you want to add it later on on the map, just click the three lines on the upper left corner of the screen and then scroll down, you will see there's a setup a new product. Mhm. Okay, setup a new product. Setup a new product. I'm gonna hit yes. Yeah. Yeah. And finally observe the light status of both the nodes.
55:00
Speaker 1
Okay, it is, uh, now the uh child node is flashing red. And the main node is solid blue. Okay, perfect. [silence]
56:00
Speaker 2
All right. How about the main node? OK. So let's wait for up to three to five minutes. [silence]
56:00
Speaker 1
It is red and it's on the app it says this could take four minutes it's like half little more than halfway done. Uh solid
60:00
Speaker 2
Hello ma'am, can you tell me now what's are the light status of the a second node? I see it's so blinking red. I see it's a fire threat. All right. [silence]
60:00
Speaker 1
[silence] Got it.
62:00
Speaker 2
Okay, so for the router that you have, ma'am, upon checking here, this router was already part of our end of life router. It means that they don't provide I mean there's no firmware update for this router anymore. And also, we don't manufacture the router anymore. So since there is no firmware update, there might be some connectivity issue in the future since your internet service provider software keeps on updating. But this router doesn't have any updates anymore. And also the security of this router might be not very safe.
62:00
Speaker 1
Got it, got it, got it. Okay. Okay. Got it. That makes sense. And then is there any reason why I wouldn't be able to um wouldn't be able to go to certain websites because that's not like a router issue. Could it be a router issue? If I have [silence]
63:00
Speaker 2
Well, not be so secure. So what I can highly suggest to you is for you to purchase our latest one, like a Wi-Fi six router or a Wi-Fi seven. Mhm. Since this one is a Wi-Fi five, still a Wi-Fi five router. [silence] Um, sometimes it's not the router issue, it is from the internet service provider side. [silence]
63:00
Speaker 1
Got it. Got it. Okay. Okay. It says, it says go ahead and move your child nodes. So it is blueish green. No, you're awesome. Um, okay, I will look into buying um a new router when my brother cuts back in town. Um [silence]
64:00
Speaker 2
Because maybe the lock some websites because the router is relying only on what's your internet service provider provided to this router. Like what ever connection. Okay. And what's the light status of the? Is it still solid red? All right. So it means it's already connected. Then yes you may relocate the child node then on to the area that where you want to relocate it. So is there anything else you could assist with other than this? Okay.
64:00
Speaker 1
uh yeah you were amazing thank you so much I hope you have a really blessed day thank you so much goodbye take care
65:00
Speaker 2
You're welcome, ma'am, and enjoy your Wi-Fi ... Have a good one also. Bye for now.
65:00