V2 Rubric Detail — 7b0bce9a-6607-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 02:36
Duration
82m 32s
Contact
Mustansir Majeed
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133194
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8500_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: F — Non-Adherence to Callback Hours: Agent processed a paid support transaction and resumed troubleshooting, violating policy that such sessions must occur during published support hours (8am–11pm EST, Mon–Fri). The call spans outside verifiable business hours (e.g., [22:00] 'The year 2026' suggests off-hours).

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical0.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.86/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent achieved a working network by isolating a defective parent node and reconfiguring the mesh, meeting R1. However, the interaction was severely compromised by fictional troubleshooting steps ('satellite internet', 'controller'), materially inaccurate T3 guidance, and a failure to use available web UI tools (T2 Not Met). A paid support transaction outside business hours triggered an auto-zero for policy violation, despite technical resolution.

V1 Case Analysis

Customer reports MX8500 parent node blinking blue, no internet. Agent performed multiple resets, incorrect LED interpretation, misapplied 5-press pairing, failed to validate modem connectivity, concluded hardware failure without warranty check or RMA path, advised disposal. No valid resolution or escalation provided.

Troubleshooting Steps
  • Collected customer contact info and model number (MX8500)
  • Processed $15 paid support payment
  • Instructed power cycle of modem and router
  • Performed hard reset on parent node (press and hold reset until light behavior observed)
  • Attempted 5-press pairing on parent node
  • Reset child nodes and attempted re-addition via admin UI
  • Accessed router admin page (myrouter.local) and guided Wi-Fi configuration
  • Attempted node recovery and re-pairing
Key Observations
  • Agent misinterpreted blinking blue LED as hardware failure ([28:00]), which is factually incorrect per KB (indicates boot/recovery).
  • Agent gave irrelevant and incorrect instruction to switch from fiber to satellite internet ([28:00]), showing poor technical understanding.
  • No verification of modem internet connectivity was performed despite customer confirming modem worked ([21:00]).
  • Agent processed payment for paid support without confirming warranty status or eligibility ([22:00]–[27:00]).
  • After troubleshooting failed, agent advised disposal of hardware ([74:00]–[79:00]) instead of offering RMA, replacement, or escalation path for suspected defect.
  • Customer ultimately had working nodes but confusion remained about defective unit and no formal resolution path.
Positive Highlights
  • Collected accurate customer contact information (phone: 262-758-7769, email: Mustansirmd@gmail.com) and product model (MX8500) ([17:00]–[18:00]).
  • Successfully guided customer to access router admin interface via myrouter.local and log in with default credentials ([50:00]–[51:00]).
  • Assisted customer in configuring Wi-Fi settings (SSID and password) through web UI ([52:00]–[54:00]).
  • Offered to email written setup instructions for future reference upon customer request ([80:00]).
  • Acknowledged customer feedback about complexity and promised to pass it to management ([81:00]).
Agent Errors / Gaps
  • Misinterpreted blinking blue LED as hardware fault ([28:00]); per KB, blinking blue is normal during boot or recovery, not a defect indicator.
  • Provided materially incorrect guidance to switch from fiber to satellite internet ([28:00]), which is irrelevant to router configuration.
  • Failed to verify modem internet connectivity before proceeding with troubleshooting ([20:00]–[21:00]), violating basic isolation protocol.
  • Did not perform warranty lookup or discuss warranty status despite offering paid support ([22:00]–[27:00]).
  • Advised customer to dispose of hardware ([74:00]–[79:00]) instead of offering RMA, replacement, or escalation path for suspected defect.
  • Repeated reset procedures without learning or adapting (e.g., hard reset, 5-press, power cycles) leading to inefficient and looping troubleshooting ([30:00]–[37:00]).
  • Instructed customer to perform 5-press pairing incorrectly by not confirming node state or sequence, contributing to failed recovery ([37:00]–[68:00]).
  • Failed to escalate or document case for engineering despite suspected hardware issue, leaving customer without support path.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the defective parent node was isolated, the remaining three nodes were online and providing internet, and advised the customer to dispose of the faulty hardware — achieving a functional resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets, power cycling, and 5-press pairing, but introduced non-existent steps (e.g., 'switch to satellite internet', 'controller', 'integration') not in any KB, derailing troubleshooting with fictional procedures.
R3 Met Correct resolution path conf 93%
Agent correctly identified out-of-warranty status, offered paid support, and proceeded with best-effort troubleshooting consistent with policy, culminating in a hardware limitation explanation.
Technical Accuracy
T1 Not Met Technically accurate info conf 88%
Agent asked basic questions but introduced illogical steps like switching to satellite internet and configuring a 'controller', indicating no coherent diagnostic process or root cause identification.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied solely on customer execution of invalid procedures; failed to use the web interface (already accessed) for diagnostics like firmware version, logs, or node status — tools clearly available and necessary.
T3 Not Met No misinformation conf 95%
Agent instructed to 'switch from fiber internet to satellite internet', 'press reset on modem', 'configure satellite', and 'troubleshoot controller' — all factually incorrect and non-existent features on MX8500.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but lost control during long silences, a disruptive paid-support sales pitch mid-call, and abrupt transitions into fictional procedures.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but introduced confusing, non-existent concepts ('satellite', 'controller') that mismatched the customer's technical level and caused confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, performed all steps personally, and did not transfer — demonstrating full ownership despite flawed execution.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to email a guide but gave no timeline; no follow-up plan was established, leaving next steps incomplete.
O3 Met Closure confirmation conf 95%
Agent captured model, serial, and node count early and referenced them throughout; no handoff occurred, so continuity was maintained.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved in-house by isolating the faulty node.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized, acknowledged frustration ('thank you for your feedback'), and remained courteous despite customer confusion.
X2 Partially Met Tone & rapport conf 78%
Agent generally matched pace but introduced irrelevant, complex fictional systems ('controller', 'satellite') that disengaged the customer.
X3 Not Met Overall experience conf 90%
Customer repeated serial numbers, endured a sales pitch, performed multiple resets, and manually reconfigured Wi-Fi — no agent-side actions reduced effort.
Call Transcript105 turns · 119 lines
Speaker 2
Welcome to Linksys 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 about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue.
00:00
Speaker 1
はい、どういう寺院ですか？ 神社です。 もうぜひと私は、おっしゃって見たいですね。 熱くておきたいです。 まちかわに行くとき、まちかわに神社が落ちるように入れています。 一階はčių paramount tablet lab です。 国々の名物の中距離の前でいただきました。 間違えないように、こう存て下さい。 こう神社は、こういっていることが有る。 ちょっと狭いよね、どうもここの電脳には、 質問や資料を買うことが出来ますか？ LACK pig, い、FLOT, 素晴らしいですね。 Sure. A lot of players on the right hand side really make the play Deep it's power from uh Cuba mission. -ेम?
01:00
Speaker 2
Hello, thank you for calling us. My name is Raquel, and how may I assist you today? [silence]
14:00
Speaker 1
Darlene: Linksys router is not working. It's not connecting.
15:00
Speaker 2
Yes? Okay. You mean the internet on the router is not working? Is that correct? I see. And I'm sorry to hear about that. To properly address your routers concerning, may have its serial number. Please find at the bottom. All right. Let me make sure I got it correctly. So that's four, zero F seven, two, two, seven, two.
15:00
Speaker 1
no, no, no, no, four three, sorry, four three, four three. yeah. no, it's not eight. after a is B, like it's B, not eight. AB. yes. AB 084 86. okay. model number. serial number. serial number, I have a Mac address, model number. on the top, okay. model number is MX 8 500. Mm-hmm. we have four nodes. four nodes.
16:00
Speaker 2
check it here just for a moment. All right. and the model number at the bottom of the router may have it. Yes. Normally the model number is showing at the top printed in smaller smaller letter with letters then followed by numbers. Uh-huh. All right. MX8500. You have the less than mesh nodes. How many nodes do you have?
17:00
Speaker 1
Uh, no, I have called, uh, maybe a couple of times before. Okay, it's 262-758-7769. Mm-hmm. Uh, yeah, it's Mustansirmd@ gmail.com.
18:00
Speaker 2
All right. Thank you. And is it your first time calling Links is? May I have the phone number that you've registered here to pull up your records? Sorry. Let me check the phone number. It shows that it has no record, but how about email address? I'll try email. All right. Let me make sure I got it correctly, so I'll spell it in phonetics. So that's M for Mary, U for Uniform, S for Sam, T for Tom, A for Apple, N for November, S for Sam, I for India.
18:00
Speaker 1
I'm sorry, I can't do that.
19:00
Speaker 2
India arfour charlie Mikefor Mary, Delta. I. Is that correct or gmail.com right, let me check it here. I see. It has no where record as well with the email, but no worries. I'll just create one for you may have your first name in last name. Yeah, Alright, thank you. And while my system is tracking the harbor warranty of your linksys router, may know what is the color light showing on the top of the main parent node that's wired connected to your modem. Linkking blue. And have you tried turning it off and on
19:00
Speaker 1
[silence] yes, I did just uh until a few hours ago. sorry uh spectrum. Yeah, I did. Yes. Yes. Yes. Yes, internet.
20:00
Speaker 2
on together with your modem. And it's took, and Manuel, when was the last time this node function working fine? I see, it's just few hours ago. And, Manuel, who's your internet service provider? Manuel, who is your internet service provider? The company name. Spectrum. Thank you. And have you happen to press the reset at the bottom of your main parent node? Or thank you. Because if that's the case, probably that the node is on setup mode. And just verify, if you are checking with your internet service provider their internet as well, since the main node is dependent from the modem's internet.
20:00
Speaker 1
Start them and that's been all, all set. So we are, we have internet through, through that uh, um, route the modem. The, the router, yeah, yeah. So it's working. We do have a, internet through the, the internet. Yes. Yeah. [silence]
21:00
Speaker 2
Mm-hmm. [silence] The year 2026. [silence] And for our [silence] out of warranty devices, if you wish us to walk you through setting up your nodes again, [silence] we do have this [silence] paid session for troubleshooting that will cost you [silence] $15. [silence] That's one five. [silence] It's a non-refundable technical support lasting for one hour. [silence] If we're unable to fix your issue or we determine your device is defective, no refund or no replacement will be given. [silence] Would you like to avail this paid support for troubleshooting here over the phone? [silence] If you don't want to [silence] avail here over the phone, [silence] we can send you an article guide instead. [silence] We can follow the step-by-step instruction on how to reset and reconfigure your Lensys node. [silence] That would be the other option. [silence]
21:00
Speaker 1
Okay. No, you can do that. If you are only online, we can do that. No, yes. Uh, I'm in Franklin, Wisconsin. I need that record. Hosanna.
23:00
Speaker 2
Thank you for patiently waiting on the line. Hello. Um search. All right, so I'm ready with my payment processing here. I'm going to stop the recording to avoid getting your card details just for a second.
25:00
Speaker 1
M-MUSTANSIR. Yes, that's a first name. Last name is M A J E E D. No. John, John, John, John. JJ like John. E E D. Yes, yes. And D like David, yes. Yes, yes. Uh, is 3793
26:00
Speaker 2
All right. And to start with, may I have the first name and last name on the card? Just call that for me. All right. And is that the first name? That will be Mary Alpha golf echo Delta. John. And then, the last name, is that double e for echo? Right. And then d for Delta. Okay. And may I have your card number?
26:00
Speaker 1
[silence] [675] [silence] [14] [silence] [91006] [silence] [1220] [silence] [53132]
27:00
Speaker 2
All right, And how about the month and year? And the security code. And lastly, the billing zip code. All right, Let me send the invoice, just for a second. All right, placing the order now. And you will be going to receive a receipt for this. [silence] All right. The order has been placed and I'm now going to resume the recording for our troubleshooting. All right, and to start with troubleshooting, going back to your main parent node right now. Is it blinking blue still? And just to verify, the cable coming from the modem is connected, going into the Internet port, right? All right. So, for this one, we're just going to use another node. Blinking blue actually means it's having a hardware issue, like it keep on restarting. Do you have another node that has model number MX 850? We're just going to try to do a reset. So, for the reset button, it's this one right here. So, let's try to press it really quick. All right, and so, for the next step, we're going to switch from fiber internet to the satellite internet. All right. So, we have to clear the settings here. From the modem, press it and hold the reset button for about 10 to 15 s. All right, once all the lights are back on, set up as a primary node, unplug from modem, and then plug from satellite disco. Here comes in. All right. Last and plug into adapter, then power adapter and go straight into controller power. And after that, we'll go ahead with the troubleshoot controller. All right. Once the integration has been properly established, let's go ahead and proceed with the troubleshooting on the controller. Go back to the main parent node and check the satellite icon on top. All right. Once you see the option, tap on the satellite and choose configure satellite. All right. Next and tap connect. All right. Go back to the parent node and verify if it's still blinking blue. All right, now once we come back again, you noticed something else different from the norm and already got some issues or noticed something wrong. So, at this point then, I would recommend contacting your original installing company for assistance and troubleshooting further.
27:00
Speaker 1
Okay, I have that. Mm-hmm. Okay. That is, the other one also is basically blinking blue.
29:00
Speaker 2
All right. So we're going to disconnect your current parent node. It's blinking blue, turn it off and then connect the new parent node first using the ethernet cable from the modem then turn it on. [silence]
29:00
Speaker 1
yeah none of those it's connected the power source yes yes yes
30:00
Speaker 2
A power source not to a power strip, right, an extension. Okay, so we're going to observe first the new parent node. So right now, is it blinking blue also after connecting? So we're going to reset this new parent node. So at the bottom of it, you will see that there is a reset button. You're going to press and hold. And this time, while you're pressing it, observe the light on top, the color. It will go through blinking red. Light will go off and once it shows blue, release the reset button. So keep pressing, wait for the light to go off and once it shows blue, release. [silence]
30:00
Speaker 1
I'm pushing it. I I'm doing it, but I think it is, is that it still keeps bubbling. Nothing, nothing changes. Nothing is changing. It's still keeps some. Yeah. It still is blinking, blinking blue. Yeah. I'm keeping, I'm pressing, pressing the press reset button. Yeah, I do have. Yes, I am, I'm using the, I'm using the pen by, to press it. [silence] Pushing it. I'm doing it but it's, it's still keeps some bl,
31:00
Speaker 2
all right how's the reset it's very um just blinking blue do you have uh like um pointed bent or an object where we can press okay
31:00
Speaker 1
It's not changing anything. It keeps blinking blue. Yeah, it is the same power adapter, yes.
32:00
Speaker 2
release the reset button again, then press and hold it back. And let's observe the light on top. Not changing, I see. Okay. Let me check the power adapter you're using now for the new parent, is this the power adapter of the previous parent node? Let's change the power adapter, let's see.
32:00
Speaker 1
Okay, okay. I need to bring a power. Doctor mumble. Let me change this one. We can tie that.
33:00
Speaker 2
But use another power adapter of your MX-8500 node, will isolate if it's something to do with the Power adapter? Okay. Another power adapter? Okay.
33:00
Speaker 1
[silence]
34:00
Speaker 2
and let's wait for a blinking blue again followed by a new plan this blue for another minute. Okay, let's wait for you to show up next. And is it still blue solid? It's blinking red light blending.
34:00
Speaker 1
Yes sure. blinking. blinking. yeah blinking light. yes. Okay. It will be blue. probably. Okay. red? Okay. Oh it's back to blue it's back to blue it's back to blue now
35:00
Speaker 2
All right, so we'll reset this new parent node. So same reset process. Press and hold its reset button, wait for the light to go off, and once it shows blue, release the reset button. All right, [silence] is it changing color now? Okay. You may release the reset button and next
35:00
Speaker 1
you may need to hit that button again. okay. okay. okay.
36:00
Speaker 2
Let's wait for it to go blinking blue again. And then we'll wait for a solid pink or a purple light. So give it 1 to 2 minutes.
36:00
Speaker 1
It's pink. Wow. Yeah, right now. On the reset button five times of the parent node. Just the clicking, not holding, right? Okay. It's white. Now blinking white.
37:00
Speaker 2
All right, it's ready to connect or setup. So we will use the 5 press method. Five press is, you're going to click the reset button of the new parent node five times. So click the reset five times. Yes, on the new, yes, on the new parent node. Yes, click, just click it five times. All right, and after the five press, uh-huh, is it blinking? That is, all right, that's right. It's blinking white. So we'll wait for it and show a solid blue light. Let's give it two to three minutes. [silence]
37:00
Speaker 1
And now it's red. Solid red. Solid red. OK. Yeah. It's a human.
39:00
Speaker 2
And is it blinking white still? Is it solid red or blinking red? Let's give it one to two minutes. Red means it's offline, no internet. Just give it a few minutes. It might be thinking. All right. [silence]
39:00
Speaker 1
It is still soldered. Main modem also, and this one too? Okay.
40:00
Speaker 2
All right, so time is up. We can now plug in first your modem to
41:00
Speaker 1
Okay. Okay. It's ES, yeah. It's E E S two, two Pi one. Just one port.
42:00
Speaker 2
and let's also wait for your modem to have a steady, solid light, especially if you have internet or online indicator. And while waiting, make sure the model number of your modem for documentation purposes. All right. You may check at the back. Okay. I think, okay, how many ports at the back of your modem? That's one port, okay, thank you. And the front light, is it blinking now? Okay so we're waiting for your online indicator of your modem show a steady light. And once it's steady light we can plug in back the new parent node to the power source all right.
42:00
Speaker 1
It's, it's, no, it's, uh, it's, uh, still connecting. It's... Yeah, it's solid. Not yet, I think it's still kinda trying to connect. Now it's solid.
44:00
Speaker 2
All right. How's the light online light on your modem? Is it blinking still. Or is it now? [silence] Uh-huh. No-flashing. Okay. Okay. [silence] All right, so we can plug in back your new parent node to the power source. And after you plug it in, it will show a solid blue light right away, but let's give it two to three minutes. [silence] it will start blinking blue, and we will wait for a solid blue again. Okay.
44:00
Speaker 1
[silence] [silence] It is solid red.
46:00
Speaker 2
How is it? Is it blinking blue? Okay. Still connecting to the internet. [silence] It backs to solid red. We'll wait for one to two minutes more. Solid red means still unable to get internet from the modem. And [silence]
46:00
Speaker 1
Yeah. [silence] We tested that, we we did that and it's working. [silence] Let me see. [silence] Let me see. [silence] No, it's now solid blue.
47:00
Speaker 2
Do you have a computer that can connect wired using an Ethernet cable? All right. To check that, we'll use that later. OK. I see. Because we're going to try to access next the Adachi settings of your new parent node. We'll try to perform a mac clone, so we'll just give it one to two minutes more. [silence] And is it solid red still on the main parent node? All right. So it means online connected. So we're now going to configure your Wi-Fi. We will use your computer. Let me know when you're ready with your
47:00
Speaker 1
um by connecting directly to the W I to the internet no I that because there's only one um connection on the back of the modem so which is connected now to the on the back of the modem there because they are with yes yes let's ok let's see let's plan it yes yes [silence] um [silence]
48:00
Speaker 2
Yes. Is it is that possible that we can connect the computer wired to the main parent node? Uh huh. How about yes to the less router or to the main parent node? Can we connect that computer with an AZ cable? No on on the router. On the main parent node, we will connect your computer directly to the main parent node. Do you have extra? Okay. Okay. Do you have extra ASAN cable to use your computer connect? Okay.
48:00
Speaker 1
Let's talk on the back of the main on the North side. [silence]
49:00
Speaker 2
[silence] you can connect your[silence] yes[silence] and then let me know once done
49:00
Speaker 1
Yeah it is working. Uh-huh. Okay. Just say my router.
50:00
Speaker 2
Okay, so we're going to access your settings of your main parent node. So on your computer, open a web browser and I'll give you the URL link. So that will be HTTPS colon, two forward slash my router. That's one word. Okay.
50:00
Speaker 1
The uh uh uh uh uh uh local. It says uh not uh not secure. Yeah. It's working. Uh it says that uh sign in to access VI lock. Admin ADMIN. Um, ADMIN. All lowercase. Uh yeah. [ silence ]
51:00
Speaker 2
That's correct. .local. Yes. And search for it. Let me know if it routes you to a privacy warning page or links. Okay. Is there an advanced button? If yes, click it, then click continue proceed to my router. .local. Okay. All right. Since we've had a new parent node, your router password is word admin all lowercase. Yes. All lowercase. All right. Let me know if nothing. Okay. If that works, we can go forward. Okay.
51:00
Speaker 1
it does okay yeah yes, they are showing up two point four two point four two point five and six sorry okay, okay yeah okay Curede. just a second.
52:00
Speaker 2
If it, shows the main dashboard screen. All right. So we can now configure your Wi-Fi. Let's go to Wi-Fi settings at the left hand side, middle left hand side. You have there all the Wi-Fi bands, right? Showing the 2.45 gigahertz. Okay. All right. So you can now create your- Uh-huh. All right. So you can now create your own Wi-Fi name- like customize the Wi-Fi name and Wi-Fi password. So you can now change the default. You can now create your, yes, change your Wi-Fi name. Make sure to have all the the bands, same Wi-Fi name and same Wi-Fi password. Okay?
52:00
Speaker 1
Let's see, the password. Wi-Fi password will be the main Wi-Fi password which we normally would use right? And we can change the Wi-Fi name, basically whatever, right? Or all of them could be same? Okay, same same.
53:00
Speaker 2
Yes. to connect your devices at home. Yes, you can create your own Wi-Fi name. Yes, Yes, it should be All all of your Wi-Fi bands has the same Wi-Fi name and Wi-Fi password.
53:00
Speaker 1
Are you looking for a length?
54:00
Speaker 2
the same password. And once you're all done, click the apply button. Yes. OK.
54:00
Speaker 1
Let's see...this is...um...before this name was there right? Name? Name? What is it now? what is there? Just say to them
55:00
Speaker 2
Okay. Okay, and And let me know once it goes back to WiFi settings page, showing your new WiFi name and password. Okay.
55:00
Speaker 1
It says applying changes. Yeah, it's reading. Press OK then. Yes. Uh say one by one by one by one. Uh we can we can try that we can try them.
56:00
Speaker 2
okay. alright. it shows now your Wi-Fi name and password, your main node is solid blue online. we can now add your other nodes. is it possible to plug in all your three child nodes to the power source within five feet away from the main parent node? alright. yes please. plug in all your child nodes. um is it possible to plug them all in?
57:00
Speaker 1
[silence] [silence] Hello.
60:00
Speaker 2
Could you spell our stay.
60:00
Speaker 1
Okay, so we have, uh, yeah, there's still one, one is flashing blue, um, other one, they're still on, one is they are still in the process, I think. Okay, um, press the reset button. Hold, hold it, hold it, right? Uh, men
61:00
Speaker 2
Mhm. Mhm. Okay. Okay, so for the one that's flashing blue right now, let's go ahead, reset it. Same reset process. Uh, press and hold the reset button, wait for the light to go off, and once it shows blue, release the reset button. Yes. And then make sure, yes, press and hold, then wait for the light to go off for a few seconds. Once it shows color blue, release the reset button.
61:00
Speaker 1
I still blink ಬಳlap: Yeah, let me try again. Let me try again. No, blinks still blinking like that. Let me see yeah, it is. So there are two other there are there are two other cords which are basically red right now red blinking red.
62:00
Speaker 2
Let me check. Is that the former parent node with serial number ending 8486? Yes, please check the serial number. I see. That could be the reason why. So this is your parent node. Let's try resetting the other child node instead. Same reset process. Wait for the light to go off and once shows blue release the reset. Perform a reset. Okay. All right. That's the case.
63:00
Speaker 1
Okay, so just press the button, side near button, hold it over the button.
64:00
Speaker 2
Proceed with the reset on those two child notes. you can start with the first one. Yes, please. Press and hold the reset button. Wait for the light to go off and once it shows blue, release the reset.
64:00
Speaker 1
The other one is just on the second one
65:00
Speaker 2
all right thank you doing the second child mode reset
65:00
Speaker 1
Yeah, both are reset. They're still working. Mhm. Okay.
66:00
Speaker 2
All right and that's the reset on the second child node. Okay. So we're wait for them to turn solid pink or a purple light. So we're just going to add the two childnote because the the former parent node that you have it's actually showing hardware issue, but later once we've added the two child notes, we'll try to recover it. Alright. And let me know once the two childnode showing a solid pink or a purple light.
66:00
Speaker 1
Yes, ReddOx. Yes, yes, yes. Yes. On the main panel, the neutral panel node, please click the reset five times. Okay. Okay. [silence]
67:00
Speaker 2
Both are now solid pink, right? For the two nodes. Right. So, okay. So, we will add it using five press. So, five press again will be on your new parent node. Click the reset of your main parent node five times. Do not press and hold, just click it. Yes. Click the reset five times. Yes. [silence] All right. After five press, light on your main parenthood will start blinking white.
67:00
Speaker 1
No, not yet, not yet.
68:00
Speaker 2
is it blinking white, on the main parent node? Okay. How about the the two child nodes? Are they still showing pink?Solid? Yes, please. Click again. The reset button, five times. name is it? Is there any reaction from the parent node after the five press? Great. So, okay, so parent node should go back to solid blue. Then, let's observe child node. Mm-hm.
68:00
Speaker 1
[silence] Okay, let, let me.innit. I'm ready with a, I'm far more a parent node, which is linking blue. Okay. Okay. Okay. Okay. Okay.
69:00
Speaker 2
Give it two seconds. Tug it back in. Then give it five seconds. Then we'll do it five times. I'll, I'll, I'll be the one who will count. Okay? All right, let me know when you're ready. All right. So, and, okay. I'll plug it from the power source. Let me know it's unplug. All right. 1001, 1002. Tug it back into the power source. 1001, 1002, 1003, 1004, 1005. Unplug it from the power source. 1001, 1002. Tug it back into the power source. 1001, 1002, 1003, 1004, 1005. Unplug it from the power source. 1001, 1002. Tug it back into the power source. pluck it from the power source 1001 1002 plug it back into the power source 1001 1002 1003 1004 1005. pluck it from the power source 1001 1002 plug it back into the power source 1001 1002 1003 1004 1005 pluck it from the power source 1001 1002 plug it back into the power source and let's give that node two to four minutes we'll wait for a steady solid white line of output from the monitor before carrying on let's wait my monitor appeared to be in sleep mode. let's see as my keyboard command to unlock something waiting please. [silence]
70:00
Speaker 1
though fruits and oil. Okay. Okay for now okay Okay No, they are, they're solid blue now. Okay. Okay. Okay. Okay. Yes. Yes.
72:00
Speaker 2
or solid blue light or pink light. So just give it time. And going back to the two child nodes now, are they still blinking red? All right, so we'll make sure they're connected online. Let's go back to your computer with the links to Linksys Smart Wi-Fi page, refresh it, then use the refresh icon on your browser. All right, let's close wi-fi settings if you're in a wi-fi settings page, click okay button, and then go to connectivity at the middle left hand side, connectivity. And first tab of connectivity is basic.
72:00
Speaker 1
[silence] so, I'm sorry. Just a second. Just checking. Check for updates, you said no details, okay. Oh, yeah, yeah, yeah. it says that uh up to up to date. there are three available, all green. Yeah. Still blue. Blinking, blinking blinking blue, yes.
73:00
Speaker 2
The right hand side of basic, you will see the form, or upgrade, then details. Click details. Okay. Let's check if it shows all your three nodes. Okay. How about below for details? Okay, click details. All right. Uh huh. Uh huh. All right. So those are your parent node and the two child nodes. Going back to the firma parent node, is there any changes on its light or is it blinking blue still? It's blinking blue light, right? I see. Unfortunately, I could now say that your firma parent is the one causing that the issue earlier, since it not reset it, it just blinking blue. So I I I
73:00
Speaker 1
Mhm. That dinner, they need to be right. Okay, take take off and take the take away to the other place, right? Unplug it.
74:00
Speaker 2
concluded that it's a defective hardware issue, but your three notes still working fine. So you can also now unplug the two child nodes and move it and relocate your two child nodes. They're all good and connected. Yes. I would suggest in moving your two child nodes, plug in, relocate the first child node that's nearest from the main parent node. Give it some time to go through a blinking blue, red, then wait for blue. Then you can move the next child node so that you will have a better Wi-Fi coverage for the three notes. [silence]
74:00
Speaker 1
Olivia, we give it a 2 out of 10. Spafford. Lon number much below in the mid town Yes, yes, we are still connected. We are we yeah, I'm still here. Yeah, I am yes, we're still connected.
75:00
Speaker 2
[silence] 00:00:15 oh sorry, are we still connected? [silence] 00:00:19 Are you still there? Okay. [silence] 00:00:23 Okay. And can you test your devices like your Wi-Fi, then
76:00
Speaker 1
Yeah. Okay. Okay. Well, Okay. Okay.[silence] Yeah, we are, we have used the setup on our phones. They seem to be working. I'm just trying to
77:00
Speaker 2
All right, are you able to use in our? Mm-hmm. All right, that's great. Okay.
78:00
Speaker 1
as it seems working on a laptop also. Yeah. Mhm. That was the former, that was the former node, right? That was a former parent node. And there is no way around it? That's the, whatever, double shooting you could do, that was done, that's done basically, right?
79:00
Speaker 2
All right, so we should be able to use internet and connect your other device. So your three nodes are online connected. And for the former node, I would suggest you can dispose it properly according to your region dispose process since we can say that it's defective. And I think we're able to make your nodes online. Yes, uh... Yes, that is correct. It was give doing reset, hard reset, recovery procedure, uh, but [silence] I'm directions I guess that's all down.
79:00
Speaker 1
Okay. So maybe hardware failure, right? [silence] Um, two, two things. One thing is, uh, two, two, two things. One thing is, uh, is it possible if you can, you said that you can send me the instruction. Let me can do on my own, for future reference. [silence] Email or something? [silence] Okay. That, that would be great. If you can send me that, that would be helpful and also, um, if you can, uh, uh, request or discuss with the team to make this process more simple for future.
80:00
Speaker 2
still the same. It just stays blinking blue, keep on restarting. So it actually already a hardware issue. That is correct. That's, uh, has a hardware failure. And anything else that I can assist you with, Linksys? They'll have eight minutes left. Yes, I can send, yes, I can send it to your email, like a link, if you're going to use it in the future for setup.
80:00
Speaker 1
share for the consumer because this is a very tedious process, right? to be simple. It looks like a lot of, from your perspective also, you have to take a lot of steps and I'm not sure that technology needs to be more easy to make life easy, right? So that's why I maybe something to feedback I would say. Yeah. That would be nice. very nice for future consumers. Okay. I believe that there's uh you I'll just refresh to make sure all the three are correct.
81:00
Speaker 2
I understand. Okay, I understand. And thank you for that, uh, feedback, Norris. Um, it will reach our management. Um, so we're actually doing our best to make us at, uh, troubleshooting easy and fast. So, no worries, it will be added on your recommendations.
81:00
Speaker 1
Yeah, three are connected, so okay. I will, that's all I, I appreciate your help, that's it basically. You do. Thank you, thank you very much, thank you. Bye. Bye.
82:00
Speaker 2
All right, you're most welcome. I'm happy to assist you. and this is once again Raquel. Thank you for your patience and cooperation. Have a wonderful night. Thank you for calling sis. All right, welcome. Bye bye.
82:00