V2 Rubric Detail — 7de8e740-7c8e-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-10 18:38
Duration
67m 1s
Contact
Sam Levy
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00056120
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no wireless connection_MX5503
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall82.8% (+2.8)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through a 5-press reset and app-based setup, confirming internet access via YouTube. Technical accuracy is fully supported by Assessment 3 and KB alignment. However, communication, ownership, and experience indicators show partial met due to pacing issues, lack of understanding checks, and avoidable customer effort from repeated app loops.

V1 Case Analysis

Customer experienced looping setup on Velop router. Agent guided through 5-press reset and app reinstall. Setup completed successfully, internet confirmed, and dashboard accessed. Child node relocation advised.

Troubleshooting Steps
  • Confirmed router reset and light status.
  • Guided customer through 5-press reset procedure.
  • Instructed customer to connect to 'Velop setup' Wi-Fi network.
  • Advised closing and reinstalling the Linksys app to resolve software glitch.
  • Confirmed successful setup completion and internet connectivity.
Key Observations
  • Customer provided a serial number but never stated a clear model; agent correctly inferred it was a Velop mesh system from context (light behavior, 'Velop setup' SSID).
  • Despite significant customer confusion and off-topic speech, the agent maintained focus and guided the customer to a resolution.
  • The agent correctly diagnosed a software/app glitch and prescribed the appropriate fix of reinstalling the app, which resolved the looping issue.
  • Internet connectivity and successful setup were explicitly confirmed by the customer multiple times ([33:00], [49:00], [65:00]).
Positive Highlights
  • Correctly identified and applied the 5-press reset procedure for a Velop mesh router ([05:00]), which is the proper protocol per KB.
  • Accurately diagnosed that a software glitch in the Linksys app was causing the setup loop and correctly advised to reinstall the app ([52:00]), resolving the core issue.
  • Successfully guided the customer through the entire setup process to a confirmed resolution, with the customer verifying internet access and app functionality.
  • Provided correct post-setup instructions for adding child nodes ([65:00]).
  • Maintained a calm, patient, and professional demeanor throughout a challenging call with a highly confused customer.
Agent Errors / Gaps
  • Did not explicitly capture or confirm the product model number, relying on inference from symptoms.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet was working via YouTube test and agent verified Wi-Fi connectivity; final setup completed with dashboard access.
R2 Met Diagnostic thoroughness conf 96%
Agent guided through power cycling, 5-press reset, app-based setup, and password creation — all aligned with KB for post-reset recovery.
R3 Met Correct resolution path conf 95%
Correctly identified router was in default state after reset; pursued full re-setup path instead of attempting partial fixes.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Identified solid red/purple lights as post-reset state, asked about modem link, confirmed default SSID visibility, and deduced incomplete setup.
T2 Met Appropriate tools / resources used conf 92%
Used correct tools: physical reset button (5-press) and mobile app — both appropriate for mesh setup; no remote session needed.
T3 Met No misinformation conf 95%
The agent's use of the 5-press method is correct per universal_5press_models.md, which lists it as a valid pairing/diagnostic method for Velop/Intelligent Mesh models. The guidance to connect to the default SSID and use the app for setup is consistent with the KB.
Communication
C1 Partially Met Clear & professional language conf 82%
Attempted structure but lost control during long silences and disjointed customer input; repeated 'wait 2–3 minutes' without adapting pacing.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but failed to confirm understanding when customer repeated confusion; did not adapt to apparent cognitive or language barrier.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Remained on call throughout, did not transfer, and followed through on all steps despite repetition and confusion.
O2 Partially Met Proactive follow-through conf 84%
Gave generic 'wait 2–3 minutes' without checking actual progress; did not adjust timeline when process stalled, leading to repeated resets.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Apologized initially and stayed polite, but did not acknowledge customer’s repeated frustration or mental fatigue; missed empathy opportunities.
X2 Partially Met Tone & rapport conf 83%
Matched basic pace but did not adjust for customer’s fragmented speech and confusion; continued linear script despite disengagement signs.
X3 Partially Met Overall experience conf 85%
Customer had to reinstall app, reset multiple times, and repeat steps due to app loop — agent could have advised skipping 'use same settings' earlier.
Call Transcript90 turns · 109 lines
Speaker 1
yeah hi there no no no not an overlook yeah I've an issue with my tower I need do you help
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product. Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you today? Hello? Yes, hello. This is Charm from Linksys Technical Support. How may I assist you today? [silence] Uh, may I know what is the problem with your tower? Or to your router?
00:00
Speaker 1
cannot connect to the Wi-Fi from my modem. yes. hold on it's 4375508967610M28C19967 hold on ah ah, ah it 10 not connecting what 10 which model K10 what? shelman came in worn out yes oh re re no but take the other one ah I need to look for that ah, hold on this is 411 0. M, 28 C, one night night six seven, 4 3 5 3 6, 7310 M, two eight C, one night, night six seven, hold on hold on, okay, got it. alright good, good. what's the thing call in ah, 431928C199677 and the Wi-Fi, the Wi-Fi,
01:00
Speaker 2
All right, so, no internet connection coming from your Linksys router. Is that correct? I see, right. I do apologize to hear that. Can you provide the model number and the serial number of your Linksys router? All right.
01:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. It's kind of purple. Pink purple. Say again. Uh. Just trying to. Yeah. Yeah. on bottom the bottom
02:00
Speaker 2
All right. Did you press the, the reset button of the main tower? Yes. All right. All right. One moment here. And have you confirmed that the internet is working coming from the modem or your spectrum modem is working? Mm-hmm. All right. Okay. And also, since I'm asked, when you set it up before, did you change the WiFi name and password?
03:00
Speaker 1
chain. We change. Has changed. [silence] [background music and talking ]
04:00
Speaker 2
The password of the router or do you leave it as it is? Like the default one. All right. So you change the wi-fi name and password. And when you go to the wi-fi settings on your phone, um, can you still find the network name you created or can you find the vello set up instead? Or did you find the vello set up instead? Okay, one moment here. So, vello set up 345 is showing. Okay. All right.
04:00
Speaker 1
uh-huh. Okay. one, two, three, four. fine. Okay, now it's solid red. flashing. that's it. Now, now it's back to solid purple.
05:00
Speaker 2
All right. So, it means that your router was reset and go back to its default settings. So, we will set it up for since the light status is solid purple, kindly press the reset button of this main tower five times like press, release, press, release for five times not too fast and not too slow. So, let's wait for about two to three minutes. All right. So, back to solid purple. It doesn't responds.
05:00
Speaker 1
It's off. Now it's white. Blinking white. It's blinking white. Okay. Awesome. Macky. Validation should be red.
06:00
Speaker 2
or blink anymore? All right. It's fading. So, yes, let's wait, sir, for about two to three minutes until it's done starting up. And I'll set a timer here in my, in, right? And after two to three minutes for the light status of this node or the main tower, it will change to a solid blue if it is connected to the modem successfully connected to the modem.
06:00
Speaker 1
[silence] Sam Levy. [silence] Email is [inaudible]. Email is [inaudible] Gmail. [silence] You should have it on the record, [silence] you should have it on the screen. [silence] It's been a few times that you've changed your phone number. You're trying to run away or what?
07:00
Speaker 2
all right had gmail that's gmail.com okay let me check okay let me check please bear with me. and nope sir we do have the same phone number this is the full number that we have. Barat this is the only phone number that we have sir. I see. Thank you so much. Let's just wait for a minute just to confirm it will stay solid blue because it might change to solid red. All right. So, sir, kindly connect your phones or any other device to the default Wi-Fi name of this router or domain server, and let's check if the internet is working. Uhn, I'll connect to the setup. Yes, since your device go back to default settings, so you need to connect first to setup before you change the Wi-Fi name and password.
07:00
Speaker 1
it's not coming up. Setup is not coming up on blue but there's no, oh. I see PN the last solid blue. I did, I did, but let me, hold on. Nice to meet the show. one. I see to turn off on this one.
11:00
Speaker 2
So the dev setup is not showing anymore? Okay, what's the latest? All right, try to refresh your Wi-Fi, sir, on your phone. Try to turn off and on your Wi-Fi in your phone. and check available networks. All right, so only two network names are showing on the available networks. How about other networks? [silence]
11:00
Speaker 1
Yeah, yeah, so, uh, you know, when I'm pressing other, I need to provide the name. [silence] Yeah, I have two phones, and on both of them, it's giving me this thing, which, you know, it's not like, it's annoying. Let me try it again. Turn off the Wi-Fi. Turn on. No. [silence] You know what? Let me try to unplug it for the power and plug it back, maybe.
13:00
Speaker 2
And that's only the available network. Is there an option there? Is there other networks? Ah, yeah. So you need to provide the name. Okay. One moment. How about try to check on the other device? Do you have any other device like any phone or an iPad? Yes.
13:00
Speaker 1
Yeah. Yeah I did. Let me see. What's going on? Okay. Are there- are you just in a mood
14:00
Speaker 2
to unplug both the modem and the router from the power source and wait for 20 seconds before you plug it back in. All right. Can you plug in first the modem? All right. Let's wait for about two to three minutes because the device or the router is still starting up.
14:00
Speaker 1
במידה ולחצת על, לא קורה לו כלום. אם תלחץ על, כלום לא קורה לו. כן, כפתור למטה. אבל הריסית של, לינקסיס,וזה מפעיל אותו. אם כלום לא קרה לו, אם הריסית לא עוזרת, אז צריך לעשות הכל מחדש. את כלילת, כול, כול, כול. מדהים. ותכף(The Russian some day, Let, keeps that he no bot, but, majority chances that no used to the bottom, blue, True one false one) אבל אני לא למדתי את זה organicודאה feminismרוצה להיות feministsאני עושה את זה non organicמפגשים כשאני מסתובב ואני נראה איך שאitie קushima אולי לגעת הבקבוק ששם Aasfasעכשיו תראה איך אני מבזבזבזרו כמו משהו ברקיקהזה אם כייeing radical אבל זה לא radical ב to do היאהותקנה או לא?המשרד ממוקם במרכז הכיייעזרו לה במרבעות השמורה את זה）* מצבת ממקיכיו מבעל אתהיועינואר תהיות הבוגדות לי בלי הכנות וכל הנות
15:00
Speaker 2
Let's wait until the light turns to solid one. [silence]
17:00
Speaker 1
שהיא מבricts את הבת, לא זו'energia-rebooting, הפארק זה צריך עמים שיש להם, אין מה לעשות, אין לנו שום דבר נגדא, המגדל, אבל אני לא יכולה לשבת פה, לאכול ואור ומים ואוכל, ולהיות כמו-זה היא-עלק, ולהיות שלם-שלם אל הכסף לא חתן אמור שהיא יכולה להישאר כאן כל זמן בשביל
18:00
Speaker 2
hello, sir. Can you tell me the light color? Is it solid... blinking? [silence] all right. Let's wait for a minute. [silence] because it might change to solid blue. All right. Tell me once... [silence] um... the light status change.
18:00
Speaker 1
אצלנו. את לא לעבודה, את לא בשביל עבודה. ול... לא, אני רוצה להיות פה. אנחנו, תכניות של חTa ותכניות של Ch אנחנו. רוצים אתה? רצוי להתחר את תה אוריה, את תעזוב. יש לך משפחה במיאמי, רוצים שתעבור. יש לך משפחה בביוטה, שתעבור. רוצים שנבארי. הבת שלך בבית של ניו יורק, המשפחה של בנך בדלס, בתיקסס, תסכים להיות איתם. חצץ? חיים. אבל ראה לי כסף, אבל זה בעיה שלנו. הילדים שלנו מסודרים כל פעם שיש לנו. חקח, אבל אתי ימי בסוף שלנו, חסרה והוצכת כל פעם קצת שם. את לא מבין? אני החלך, אגריים, משהו כזה? אני זוכר ש... אם זה קורה Changes שחורה Changes חכמתה שממש אותו וזהו חדש uhh, Etone phone. [silence] Go back to disinfect again. [silence] Do it again. [silence] Longer again. [silence] make it dissipate and make all of it cleaned. [silence] make sure that there is absolutely nothing on this. [silence] should I do the research again? [silence] Yes. [silence] Yeah. [silence] it'll dissipate yeah. [silence] gonna do. [silence] and she'll.
19:00
Speaker 2
All right, it's still solid red. And have you tried to check if the cable is properly plugged in at the back of the router? All right, it's properly plugged in and the light status is still solid red.
20:00
Speaker 1
Right. Should I reset the router again or? Okay, now it's solid blue. Yeah. Let me see. Do you know? No. So I have just PN, I'm not sure if the PN is that's the PN.
21:00
Speaker 2
all right, so yes, kindly press and hold the reset button of the, all right, so now it's solid blue, right, kindly check if you can find now the default Wi-Fi name of this power, like a **Linksys** name or a **Velop** name. [silence]
21:00
Speaker 1
PNR? oh okay. okay. so maybe that's the one. no the default name is the valley. so that's the one. it's blue. it's sunny. but there's no, it doesn't show anything. I see direct. I see PN and the ring. that's it. Oh. okay. All right. Silence.
22:00
Speaker 2
You will find the default wifi name under the main tower. It's printed on the label. Try to check what's the default wifi name. And it's still not showing on your wifi list? Because it's the light status of solid blue. Try to use other phone service. How about your computer or your laptop? Do you have that one?
22:00
Speaker 1
Let me see the computer. You know what, the TV or let me do an off. can you know one again, I should have done like they said. The computer shows the original, I mean the one that we set it up but there is no internet. Home 189. I see Home 189, which is the one that we did it, right? I don't see the HP. the direct HP. I see deco and hit the network and it shows that t connected to the Home 189 2.4 but there is no internet or there is very slow. It's just loading. I'm not sure. Five g. No, you don't find me. You see, maybe the phone was too oh, okay. Now I see it on the phone also, so maybe the phone was too close to the wrap to the router and Home Home 189. 2.4 G. [silence] yeah.
23:00
Speaker 2
What do you mean by the one that you set it up, sir? What's the Wi-Fi name? [silence] Now what Wi-Fi name is showing on your phone, sir? On the home?
25:00
Speaker 1
yeah on my phone is yes is yeah but on the home 189. says it's no internet connected so maybe the the reset was wasn't all the way [ silence ]
26:00
Speaker 2
All right. Did you turn on and off the Wi-Fi already? Yes. On your computer and on your phone. Um, because the Home 189 should not be showing anymore because your device go back to its default settings. But yeah, let's try to reset their Wi-Fi again. Will try this internet, [silence]
26:00
Speaker 1
Do we say it again? OK. OK. That's the Nicaragua? [silence]
27:00
Speaker 2
Try to press, hold the reset button. Yes press and hold the reset button until the light went off and release once the blue light is showing.
27:00
Speaker 1
he likes he was ill a week before a week however he always catches it a month something not a month a week a week you ah I guess yeah okay I need to pay more attention yeah now the light is blinking blue right where when you code exactly Okay when when now now now it came again I see I mean it's still blinking okay now it's purple and I see the develop the develop came options so what do I do now go to the develop okay it's solid solid purple so I need the app
28:00
Speaker 2
All right. But you mentioned earlier that "develop setup" is showing on the wi-fi list before we do the, Reddits was purple, but... I see. All right. Let's wait, let's wait till the, Oh yeah, can you connect it first to develop setup? All right. this get connect uh no just connect your phone to develop a setup yes <start_of_audio> silence <start_of_audio> <start_of_audio> silence
29:00
Speaker 1
Okay. I'll say. Okay, I'm trying to
31:00
Speaker 2
How exactly?
31:00
Speaker 1
ירן גם אםelling Yes. fue Saxon. plural. affect the things that makes work for me. No, I took that and left that on the computer. And the computer I don't know it's here. Agreed. But my wife and I will use it yes. I'm connected to the yeah, okay. Uh, let me see it shows when I'm connected to develop. Let me go to YouTube. Yeah, it's connected. Yeah, I have internet. I'll turn it off. Hold on. And so, I'll put it on airplane mode, okay. airplane mode.
32:00
Speaker 2
Uh-huh. You're now connected. But no internet connection, right? Okay. Um, does your phone have a cellular data or a mobile data? Did you turn it off? Just to confirm only the Wi-Fi is working. Okay.
33:00
Speaker 1
And let me go to YouTube. I'm on airplane mode and I have Wi-Fi. It's working. I can see YouTube. OK. It's working. So now how to how do I change back the name? OK. OK. So let me connect this one to that.
34:00
Speaker 2
Oh, I see. OK. All right. So now it's working. All right. Can you access the Linksys app? You have a Linksys app, right?
34:00
Speaker 1
-[silence]-[silence]-You you said the link is up right?-[silence]-You sure that the link set up?-[silence]-Yeah. It's really- Okay-[sound]-[silence]-You can- you can click it-[silence]-[silence]-[silence]-azegna I cannot hear I was steady Bush at the bag yes feels no [silence] demolition derby [silence] Okay, it's connected.
35:00
Speaker 2
Yes, you need to create an admin password or a router password. Uh-huh. What does it say, sir? What is it showing on the app?
37:00
Speaker 1
Hey, if your password H-18-8 h-a-h-6 is down to ear, we are with lynsys on the phone. we can help finance and it's in the morning. you remember. how the Ohm 89 was or 89 capital or something. oh, regular home. each regular pass wallet home lowercase home lower 189.
39:00
Speaker 2
and password. Yes. You can use the old life name and password sure that you have.
39:00
Speaker 1
Is it capital E? Alright. Capital, right. Too late. Too late. There's locals. Oh, too late. And now it went away. Really wanna press the reset button. Hold on. Hold on. Hold on. And I think we can go on the motion. Follow. Next selection.
40:00
Speaker 2
On what page are you now, sir? [silence]
40:00
Speaker 1
use the same Wi-Fi settings as Home189. Device. As well. Okay, so yes? I don't know. I don't know if it's yes or not. I don't know. Like lost or short. It's wrong to default? Yeah. I need to create a new default password. Reset your in thickness. A recipient. What's that? Visitor's phone itself.
41:00
Speaker 2
Right. You don't need to run. Just tell me what's the next step you're showing.
41:00
Speaker 1
10 seconds, and then at the bottom it says I've done this. Check your router for modem or sources, it's good. That's good. Make sure everything is finished starting up and saying it's the light is solid. Checking for internet. Connected and then use the same Wi-Fi setting. Where were we now? It looks devices will automatically connect if they're set the same Wi-Fi and password.
42:00
Speaker 2
No, need, I've done this. Mhm, next. Yes, next. All right, and what's the next option? [silence]
42:00
Speaker 1
So, we did this already three times and it's just keeps going back over and over. Use the same Wi-Fi settings as home1895 devices will automatically connect. If they are set in the same Wi-Fi and password because we did yes, and we did it already three times. Yes, and then back. It just keeps going back on the same steps. What does it say? No, create, new wife. setting. The Apple space. Then a home. Thank you.
43:00
Speaker 2
Next. All right. What does it taste right now? All right. Select no. All right. Select no. Yes. Select that one. All right. just use the old Wi-Fi name and password. Input the old Wi-Fi name and password. All right. Now, so it says that use the same Wi-Fi name and password. All right. And you already selected the create a new network, right? [silence]
43:00
Speaker 1
Creating login access. Hold on. Now it's creating. Now it's now it's saying to reset it. What you're saying no need, right? Okay. So I've done this. Checking routers connected. Next. Node light is solid. And then again, checking for internet connected. Use the same Wi-Fi settings as home 18 n 5G devices will automatically connect if they see the same Wi-Fi name and password. If I press yes, it takes me to the next thing. If I create new Wi-Fi settings, it does the same same scenario over and over again.
46:00
Speaker 2
All right. Then you click next. You are routed back to the same page. All right. And what's the next option or what are the other options? So yes, yes. No need. I see. All right.
46:00
Speaker 1
[silence] What do you want me to do from the beginning? Okay. Close. Close out the app. Okay. Okay. On the bottom, there's a reset. Okay. Now the light is blinking and now it's a solid. Now it's still blinking.
47:00
Speaker 2
All right. So go ahead and close the app and then go back to the tower and then do the five press again on the tower. Like press release for five times and not too fast and not too slow. Close the-[silence]Close the app. Disregard the app. And then go to the main tower. All right. And then press the reset button five times. Like press release for five times. Not too fast and not too slow. [silence]All right. Let's give it about two to three minutes. Let's wait for two to three minutes.
47:00
Speaker 1
what did you buy then yeah no no checks away okay the light is solid blue give me a second it's connected to the to the internet No, it's connected to the
49:00
Speaker 2
All right, to light the solid glue and kindly go back to the Wi-Fi settings in your phone and check if you are still connected to the Bell setup Wi-Fi. All right, it's connected to develop setup. [silence] All right,
49:00
Speaker 1
home 189. I can find it, yes. You want me to connect to that? Because right now it's connected to the internet. Okay. I'm connected to the vellop. I mean, it shows it's connected.
50:00
Speaker 2
[silence] Try to refresh that page and check if you can find develop set up Wi-Fi [silence] name. [silence] Yes. [silence] only to Developed. [silence] Yes. [silence] kindly connect to [silence] developed. [silence] All right. [silence] So does it see it's connected and Wi-Fi and internet is working? [silence] Try to open any app [silence]
50:00
Speaker 1
Sure. Yeah, it's working. Okay. It's open. Ready to complete setup? It says. Ready to complete setup question mark.
51:00
Speaker 2
All right so now first close the lynks account app and then open it again. Do you want me to open it for you? Complete setup okay and on the second option okay I hear you okay +++++ both crusher traveling oil filter.mkv/split_10s/bothtraveling filteroil.mkv - OL.ass.10s.00352 - Followers.ass.10s.00124 (#52).srt 1 00:00:00,725 --> 00:00:03,685 Does LinkedIn only tie into your [silence] 2 00:00:03,685 --> 00:00:07,085 the LinkedIn [silence] 3 00:00:07,085 --> 00:00:18,475 the LinkedIn sign in LinkedIn sign in or does it tie into [silence]
51:00
Speaker 1
a complete setup, or I don't want a complete setup. Okay, quit setup. Now, it's just on a black screen, and it says Linux in white. Okay. Delete it and then reinstall it.
52:00
Speaker 2
I'm don't want to close that right now. Yes. All right. Close the app again. Like totally close that one. First close it and uninstall that one. Remove it and then reinstall the app. Yes. Yes, please. [silence]
52:00
Speaker 1
Hold on. Let me find it. I don't know where it is on his phone. Oh, here it is. links is volunteer. Now I just reopened it. I didn't, I didn't reinstall it, but now it's taking me to like a service agreement uh page. Do you want me to continue here or do you want me to? Okay. Okay. The next router it's connected. Next, make sure everything is finished and it's solid. Next. Internet it says connected. Use the same wi-fi settings. Yes. Continue. Yeah, the tower is blue.
53:00
Speaker 2
Right. Yes. [silence] Thank you.
53:00
Speaker 1
Uh, uh, Karen, uh, Good afternoon, base security, this is, Karen. Hold on. Hold on, hold on, please. Does she have to do something for work hold on, can I can I call you back regarding the whole apartment. It's saying again for the reset. I've done this. Again, it's taking me through the same process over and over. Well, I just went down. Like now I'm again on the use the same Wi-Fi setting. There's home 189. Yeah.
54:00
Speaker 2
[silence] on what page are you now? setting up a network? Um, select the other one though, like, don't use.[silence] All right. set up a new network. select that one.
55:00
Speaker 1
Okay, now it's asking me again, reset, no, right? Okay. I've done this. Attach the router to your modem. It's connected. Okay, give me a second, let me reinstall it.
56:00
Speaker 2
All right. I think you are on the same process. Try to uninstall the app, ma'am, like delete it and then reinstall it. There might be some glitch on the app.
57:00
Speaker 1
Okay, it's, it's, reign on Re install now it's, again, Turn it off. See, the cellular data, Turn it off. Okay, off.
58:00
Speaker 2
Alright, and also just to make sure, did you turn off the mobile data on that phone? Yes, the mobile data. Yes, the cellular data, you need to turn it off. All right. So you already turned it off, then access the app again.
58:00
Speaker 1
Let me make sure we're connected to that live on. Yeah, we are. [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] [silence]
59:00
Speaker 2
only the Wi-Fi is working. Dev up, set up. Mm-hmm. All right, so, since you already turned off the data and also connect your phone to the Dev up Wi-Fi, try to access the app again and let's see if it will go through now.
59:00
Speaker 1
router password? Where do I find that? [silence] Oh yeah, create your router password. Use the password to complete the setup without an internet connection. [silence]
60:00
Speaker 2
Okay. Um, does it say to create a router password? What does it says? Okay. Yes. All right. Try to, try to create a router password, frequency, uh, admin password.
60:00
Speaker 1
Configuring your Wi-Fi network. Ah, the TV is connected. Oh, I know. Yes. Calling your phone. Hold on. She keeps calling your phone. [silence] [silence] Okay. It was created, Ma'am. Go time. Next. Next. Next. Please wait a moment. Once connected, return to the and tap next below. Go to seven. Go? Okay. It's not letting me tap next. I mean, I entered it. It says, looks like you're not connected to your [silence]
61:00
Speaker 2
All right? The next... All right? So did you change the SSID and password already? Can you change? All right, you insert the your old SSID and password? [silence]
62:00
Speaker 1
New Wi- Fi, uh huh? Please follow the steps above, uh huh? Go to your phone settings, uh huh? Select your new Wi- Fi. Uh huh? Uh huh? Check to the computer, okay. Uh huh. Okay, now I'm connected to the Wi- Fi. Uh huh. Now I can go back to my LinkSys. Uh huh! Uh huh. Now it says looking, looking for your child nodes. [silence] Uh huh. What about the other ones? Uh huh. Yes, uh huh, connected. Uh huh. [silence]
63:00
Speaker 2
yes, all right, all right, so yes, kindly go to the wifi settings and find the network name you created map, yes, go back to the app, so you successfully create the wifi name already, is that correct, Now, right.
63:00
Speaker 1
sets your network, the router, and links as it has like two pictures of two towers. Yeah, next. Ask us to help you next. Next. Home 1189 5G is ready connect your devices to your new Wi-Fi. case. Allow links to find devices on local networks. Okay. internet online. There's no next.
64:00
Speaker 2
Yes, next, go to dashboard. Allow. All right, next. All right, go to dashboard. [silence]
64:00
Speaker 1
No, it just has like a list of, the last five connections. And on the top, it's like orange and it says home 198, internet and online. What about the other towers? She's saying, what about the other towers? Okay. Okay.
65:00
Speaker 2
Is there an option for you to go to dashboards? Mm-hmm. Oh, I see. I think you are already on the dashboard. So, yes, congratulations that you already change the Wi-Fi name and password and access the Linksys app. And also, your internet is now back to online. So, is there anything else I could assist you with? All right. So, for the other towers, you just need to unplug that one and move it closer to the main node, like three to six feet away from the main tower. You need to plug it in. And you may close the Linksys app.
65:00
Speaker 1
All right. Thank you. Thank you. You too. Thank you. Wait, what do you mean? Connect me to do the same thing with the other one? Unplug it and move it closer. That's this one. I've. yeah. I see. Okay. Okay. All right. Thank you, ma'am. Dream with the tower. You too. Bye.
66:00
Speaker 2
All right. Thank you so much and have a good one. And once the child node is successfully connected, then you may relocate that. All right? You're welcome. Uh um no, you just need to unplug the child node, move it closer to the main. Yes. And wait until the light turns to solid blue. And once the light is stable and solid blue, then that's the time you will unplug that one and then relocate to the area you want to relocate it. You're welcome. Have a good one again. Bye for now.
66:00