V2 Rubric Detail — 816831d2-69e7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 00:57
Duration
65m 25s
Contact
Edward Earle
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133688
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 V2_Wireless Settings
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall70.7% (+42.7)

V2 Grader Summary

The agent executed extensive troubleshooting and successfully reconfigured the mesh network, with most devices reconnecting. However, the final issue on the iPhone 14 was not confirmed resolved, and critical technical inaccuracies in the factory reset instructions undermine full confidence in the resolution path. No escalation was needed, and ownership was maintained throughout.

V1 Case Analysis

Customer reports iPhone/iPad/TV losing WiFi after 15 seconds on Velop mesh. Agent performed primary/child node resets and SSID/password changes but provided invalid 5-press reset (unsupported model), misidentified LED colors (pink/purple not in KB), and used incorrect URL format. Issue remained unresolved; customer still unable to connect on iPhone.

Troubleshooting Steps
  • Performed hard reset of primary node (hold reset until solid blue)
  • Instructed invalid 5-press reset without model verification
  • Changed SSID/password via myrouter.local web UI
  • Attempted wired child node addition via web UI
  • Suggested iPhone network settings reset
Key Observations
  • Agent never collected product model, serial number, or warranty status — core protocol violation
  • Provided materially incorrect technical guidance: 5-press reset invalid for SPNM6x/LN series per KB
  • Repeatedly misidentified LED colors as 'pink/purple' which are not defined in any Linksys mesh KB
  • Used incorrect URL format (https://192.168.1.1) before correcting to myrouter.local
  • Frequent long silences and hold periods degraded call efficiency
  • Failed to acknowledge customer's frustration after multiple failed attempts and prior paid support calls
  • Call ended without confirmed resolution or concrete next-step timeline
Positive Highlights
  • Persisted through multiple resets and attempted step-by-step guidance
  • Successfully changed SSID/password via web UI (correct method)
  • Guided customer to power child node and attempt re-pairing (correct method)
Agent Errors / Gaps
  • Did not collect product model, serial number, or warranty information
  • Instructed invalid 5-press reset method (unsupported for SPNM6x/LN series with Pair button)
  • Misidentified LED colors as 'pink/purple' — not defined in any Linksys mesh KB
  • Used incorrect URL format (https://192.168.1.1) initially
  • Assumed default admin password 'admin' without verification
  • Allowed excessive hold times and silences impacting efficiency
  • Failed to acknowledge customer frustration and history of failed calls
  • Provided ambiguous navigation steps (e.g., 'CA router setup tab', grayed-out child node button)
  • Did not set concrete follow-up or escalation plan before ending

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
The agent completed a full reset and reconfiguration of both nodes and confirmed two devices connected successfully, but the iPhone 14 still had no internet access at the end; the final step (reset network settings on iPhone) was initiated but not confirmed as resolved.
R2 Met Diagnostic thoroughness conf 98%
Agent performed comprehensive troubleshooting: reset primary and child nodes, re-added via wired backhaul, changed SSID/password, verified firmware, corrected time zone, and tested multiple devices.
R3 Met Correct resolution path conf 95%
Agent pursued full best-effort troubleshooting appropriate for an in-warranty device; paid support was already engaged, so continued support was correct and not a refusal to help.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified core symptoms (devices dropping, old SSID), asked about topology, confirmed primary/child roles, and diagnosed configuration persistence as root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used physical reset, local web UI (myrouter.local), firmware page, LED states, and browser refresh — all appropriate tools for the issue.
T3 Not Met No misinformation conf 94%
Agent incorrectly instructed to hold reset until blue light appears (correct cue is red flash then off); also conflated 5-press method with reset, which is a documented KB violation for factory reset procedures.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained procedural control but had multiple long silences, weak initial framing, and unclear transitions (e.g., sudden shift to child node reset without summary).
C2 Partially Met Confirmed understanding conf 88%
Agent used plain language but introduced terms like 'solid pink or purple' without explaining their meaning or confirming customer understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through on all commitments despite complexity.
O2 Partially Met Proactive follow-through conf 86%
Agent gave real-time next steps but did not establish a follow-up plan or callback if the iPhone issue persisted after network reset.
O3 Met Closure confirmation conf 95%
Agent referenced prior work with 'Carla', acknowledged repeated calls, and avoided re-asking documented information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was actively being resolved through standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed understanding and patience but used only generic empathy ('I understand') without specifically acknowledging the emotional toll of four failed attempts.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a consistent tone but did not adjust pace or style in response to customer’s stress or physical challenges (e.g., climbing ladder).
X3 Met Overall experience conf 91%
Agent minimized repetition, used existing device details, and performed complex actions (web UI navigation, resets) without requiring customer to re-explain.
Call Transcript109 turns · 117 lines
Speaker 2
Welcome to links. 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. If you're experiencing issues with your links product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash links. Thank you for calling. My name is Raquel, and how may I assist you today? Obliged.
00:00
Speaker 1
and thank you very much. [silence] Notification now.
03:00
Speaker 2
Okay, let's check her availability here. I'm going to hold the line for about 1 to 2 minutes and I'll get back to you, okay? You're most welcome.
03:00
Speaker 1
Paul, huh? Silence Yes. Silence Yes. No, no, no, that's not, that won't work. We've been trying that now for about 20 minutes for some reason, we're we're not silencing unknown callers. We're accepting all call, calm.
04:00
Speaker 2
[silence]
04:00
Speaker 1
calls, and for some reason, the calls are going straight to voicemail, and we're not able to pick it up. So I would prefer to wait on the line, wait on the line, and be connected to her when she finishes, when she's available. She's, she's, she's tried several times to get back to us, and we we know that. This is my fourth call back in to try to connect with her. She has been trying to call both numbers, and for some reason, I've never known iPhones to do this, but it's it's not going through. She even got a, all circuits are busy. So now, not only do we have a problem with Lynx's system, we now have a problem with our iPhone. So it's, I will, I will wait patiently on the line until she's available. [silence]
05:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. I understand. Let me check if we do have like a process here if we can transfer the call to her. But let me double check. I'm going to hold the line again for about.
05:00
Speaker 1
Okay. Thank you. Thank you. They don't have like, they'll say these people are all over the place. [silence]
06:00
Speaker 2
Be right back I'll be right back.
06:00
Speaker 1
Thank you. connected. tells them, you know, okay, well this is some other set up, but that's good. Oh, [silence] didn't take. It didn't take. all of their instructions but it didn't take. I do not know what to do. And apparently they don't. it is that my phone has a phone you know Face ID doesn't work. Well that's that's just a that's just a unlock to the phone. Before I know but once you get in there what you get in there that showed I was connected. Right. Mind just um Yes. Yes
07:00
Speaker 2
Thank you for waiting on the line. Hello, Edward. All right. Um, this unfortunately, we're unable to transfer the call to Carla, but no worries. I'm going to assist you from here. We'll continue the paid support since you still have, uh,
11:00
Speaker 1
That's correct. And our iPhones, I have a laptop that's still connected, but the iPhones and iPad and TV are not. The thing about the iPhones is that it searches. It says it's connected and it only lasts about 15 seconds. Then it drops off. And and so we've never had a problem with the iPhone being able to do this. My my initial request was just to do a complete reset, a ple complete restruct, uh, reconfiguration if if that's possible. I've already had the paid service one time on Saturday. We went through it. We went through a process where we we renamed all all the
12:00
Speaker 2
forty-five minutes left with Carla. And just to summarize this all about your device unable to connect to the Wi-Fi and some are seeing an old Wi-Fi name, right? All right. Uh huh. Okay. Okay. Mm-hm. Yes. Mm-hm. Mm-hm.
12:00
Speaker 1
Little settings your two point four, the five, the five point one and the five point two gig. And they didn't apply apparently. And when it goes so once we were able to get back into it, the the original my original personal setting information was still in there. Uh so So, um, Okay. Okay. I'm going to have to travel to another upstairs room. Um, bear with me one.
13:00
Speaker 2
Okay I see I understand you. Mhm. Yes, uh we can go completely do a reset just to also to like to fix the error of your other devices such as your phone that's not connecting so it will actually help when resetting your notes. No worries I can we'll walk you through to that process. And for the reset, let me know when you're near and ready with your main parent node the one that's connected wired to your modem. Okay. Um how about you? [silence]
13:00
Speaker 1
No, I only have one. I have a primary node and a child node. However, the, the child note is directly wired. Hardwired. Yes. So it's, it's not one. I just wanted to say it's not running off wireless. It's just a direct connection.
14:00
Speaker 2
How about this? Edward, can we gather your other notes? You still have two child nodes, right? Ah. Uh-huh. Okay. Mm-hmm. Is it to the main parent node? Okay. For now, we're good. Okay, yes, we're going to connect it later wired. This is only for setup purposes so that we can include the child node to reconfigure, read to your network. Disconnect the child node for now from the wired connection. Bring it closer to the main parent, together with its power adapter. Then set aside for the meantime, we'll add it later once we're done resetting the main
14:00
Speaker 1
Okay, so you want me to disconnect the child node. Can I do that by just turn, just by turning it off or do I unplug it completely? Okay, I'm going'll have to climb a ladder to do that, bear with me, please. [silence]
15:00
Speaker 2
No. Yes. What Remember this. Don't worry.
15:00
Speaker 1
That solve your problem? Yeah. Yes, thank you for holding. I just want to clarify that I have, I have a, a disconnected child node, and so I only have the child node in my hand. And it's not connected, there's no power, it's not anything. And so you want me to take that to close proximity of the primary? No, no, no. I, that's not possible because it was hardwired through the attic of my house down into a column with a hole coming out of the column, so it's up high so that it'll reach throughout the house. So I've unplugged that, and I'll I as I said, I only have a a node in my hand, and when I get back to the primary, there's not gonna be any way to cut hook it back up and keep the primary on. So when I get to the primary, I only have that one connection.
16:00
Speaker 2
Yes. Can you bring also its power adapter, since we're goinging to plug it in later, within within: Mm-hmm. I see. Kis. Could it might be as well, that there's something to do with the child node that your other device is having trouble
17:00
Speaker 1
Okay, all right. I just wanted to make that clear. Okay. Okay. I'm going to have to travel upstairs to the primary note. [silence] Okay.
18:00
Speaker 2
it's important to reset and re add as well this child node okay
18:00
Speaker 1
[silence]
19:00
Speaker 2
All right, so for your primary node, we're going to reset it. Let me know when you're ready with the reset. I'll provide you the steps. Okay.
19:00
Speaker 1
the primary node that has a green light. I uh do I hit the reset button five times? OK. Blinking red. OK here I go. Red. Blinking red. No light whatsoever.
20:00
Speaker 2
All right, so for okay, here's the reset process you're going to press and hold the reset button of the primary node. And while you're pressing, observe the light on top. It will go through blinking red then light will go off and once it shows a blue light, release the reset button. So keep pressing and the light goes off, wait for blue light, then release the reset button. Yes, Peace. Yes, keep pressing, waiting for blue.
20:00
Speaker 1
Still pressing waiting for blue. OK, I have a faint blue, very faint. Released. OK. I don't know what could be causing these problems that we went to the reset and the reallocation of ...
21:00
Speaker 2
Chaos Node one to two minutes to have a solid pink or purple.
21:00
Speaker 1
And renaming process, and it wasn't applied. It wasn't reconfigured and it reverted back to the home first, original home network name. And now it still reverts back there, and our iPhones and iPad. And now the TV will not connect. Okay, I'm getting a faint blue. Now a pink. I now have solid pink. [silence] One.
22:00
Speaker 2
[silence]
22:00
Speaker 1
two, three, four, five. It's currently a yellow or cream color.
23:00
Speaker 2
All right and after the five press light on your node will start flashing blue or pink okay so let's give it one to two minutes let's wait for a steady solid green
23:00
Speaker 1
[silence] Yes? [silence] Uh, uh, your name, I didn't catch your name. Raquel, oh, I'm sorry. Thank you. [silence] We've been having trouble getting into uh [silence] the network. We were using admin. I've set up three different [silence] passwords to try to get back into the network. [silence] I did that tonight. Just [silence] just three. Uh, [silence] Okay, I'm back to solid green. [silence]
24:00
Speaker 2
Okay, that we can use to access later and configure the Wi-Fi. Okay, . thank you. My name is Raquel. No worries. the amount. say Garrett Norris. Oh, I think. I see. Mm-hmm. Um, . say Garrett Norris.
24:00
Speaker 1
I've already done that. Yes, I have that. No, I don't have that. That's what I have. I don't have that. I... There's no... I would have to unplug. That was what I was attempting to communicate. I would have to unplug the primary node to plug in the child node.
25:00
Speaker 2
All right, and can you take a picture or take note of the default Wi-Fi name and default Wi-Fi password found at the bottom of the primary node? We will use it later. All right, that's great. And just to verify the child node, do you have the power adapter with you on that, that? You can plug it into the power source for now. All right, that's great. Uh, do you have the power adapter with you on that, that? Uh, can plug it into the power source for now, like, within five feet away from the main parent node, we will add it first, then add, then reset and re-add it. Mhm, mhm, mhm. And you only have a total of two nodes, right? [silence]
25:00
Speaker 1
Correct. The primary node is on the second story of my house, the child node is on the bottom floor of my house with a direct connect, cat sex wire. Go to the attic. Okay.
26:00
Speaker 2
I think is, okay. Okay. Understand. Because here's what we can try for a moment. it should be near to the main parent node when reset and re-added this child node and it should be connected to the power source. And right now we don't have a power adapter to use for the meantime. We will, how about this? Well, we will try to log in next instead to your main primary node setting, then later on we'll figure out how to add this child node when it's connected to the primary node. Uh, do you have right now your computer with you? Right now?
26:00
Speaker 1
Okay, uh, enter the password. Is that the password on the label on the bottom? [silence] Is connected? [silence]
27:00
Speaker 2
All right. Let's open wifi on your computer and connect it to the default wifi name, which is the _Vellup's set up coming from the primary node. Yes, of the primary node. Okay.
27:00
Speaker 1
It is yes. I have several open and talking to Carla. I am in incognito mode. Do you want me to sign out of all the things that I've opened up and try a new one? Does it need to be in incognito mode?
28:00
Speaker 2
Let me know once it shows connected and secure, okay? All right. So let's open a web browser on your computer. Yes, please close all the existing open tabs and open a new one.
28:00
Speaker 1
Or can it be
29:00
Speaker 2
any brow- browser will do. and I will give you the URL link to search at the address bar. Let me know when you're ready. [silence] yes, we can try that, but before 192.168.1.1, please add this letter and symbols. So, that will be https: . . 192.168.1.1, then search for it. Wow. completely, follow the instruction here. Let's try something different. Huh. remove the numbers 192.168.1.1. We replace it with my router. dot local.
29:00
Speaker 1
my router, you got a router? Okay, yeah. Linksys. WAP or get a warning. I scroll down and I hit continue. Your connection is not private. Advanced or back to safety? Back to safety. Uh, turn on enhanced protection to get Chrome. Advanced or back to safety? Uh,
31:00
Speaker 2
Yes, that's one word, then dot local. Yes, correct. And search for it. Yes, continue. Yes. Is there a visit website option? Or visit this website? Mm-hmm. Or can, can we click, advance? We're going to bypass dogs, dogs. The frequency response was 20.
31:00
Speaker 1
Okay, and I'm going to proceed to myrouter.local. Sign in. access the. Okay. It's bringing up the tiles and the Linksys Smart Wi-Fi tools.
32:00
Speaker 2
click advance, yes. Yes, Sign In. Yes, and the router password is admin, all small letters. All right, and let's go to Wi-Fi settings at the left hand side.
32:00
Speaker 1
Yes. Now, on the previous call with Carla, my old information was in there. On this call with you, the information that I set up on Saturday's call, this is like my third or fourth call for pay certificate. The view information is in there. No, no, I'm sorry. I'm sorry. 2.45 and .2. It's all the setup information. I'm sorry. What if I want to use a complete new one? I think that's part of the problem. I can use a complete new one. Thank you.
33:00
Speaker 2
all your um the two point uh the 2.4 and 5 gigahertz uh huh. right showing all. okay. uh huh. Okay. I'm sorry. I'm well I'm good. I'm mm-hmm. so you can now change the WiFi name the default underscore development set up to your own WiFi name. that's okay. um. mm-hmm yes
33:00
Speaker 1
so you're saying I should have separate Wi-Fi names for the 2.4, the five and the 5.2. I'm going to use a completely new one which will be the same for all three settings.
34:00
Speaker 2
and did you name your 2.45 gigahertz to all the same, like the 2.45 gigahertz, or would you like to have a different WiFi name in a different band? Just the 2.4 and 5. Would you like to name them separately like different one? That's that's actually okay. But if you're old WiFi name has the same WiFi name, exact similar WiFi name 2.4 and 5 gigahertz, that's still okay. But it's up to you. Which one would you like to have? Okay. Okay.
34:00
Speaker 1
Is that that will that work? These are all letters. There there are no numbers. Is that correct? Okay. So I have, I have changed the Wi-Fi name. Now, something new and completely different than anything that's been in here before. On all, I have not changed that yet. Uh, the Wi-Fi password and there now is the router password. So I need to change that. Correct?
35:00
Speaker 2
Okay, that's okay? Yes, that will work. And you can also, I mean, yes. How about the Wi-Fi password? Okay. Yes. Yes. Yes. Need to create and personalize your own Wi-Fi password for 2.4 GHz and 5 GHz network.
35:00
Speaker 1
Does it have to be a certain number of characters? Can it be only letters? But can it have only letters? Let's see. Sure. Okay, I'm double checking everything to make sure I correct spelling. [silence] All right. [silence]
36:00
Speaker 2
in five giga Hertz. To have more secured network, can have letters, numbers, combination. You can have numbers too. Yes, you can prefer to have all letters. All right. Once you're all done, just make sure to click the Apply button, the blue Apply button. All right.
36:00
Speaker 1
triple check for complete spelling and I'm going to hit the blue apply button. A box that says I'm updating my Wi-Fi settings. I'm double checking the information in there. And I will hit yes. It says my router is applying changes.
37:00
Speaker 2
Estate please. who click apply button. All Right, let's wait for it.
37:00
Speaker 1
It's a faint dark blue. Okay, the green is back. So I'm going to click OK. This is applying changes. Route not found. You're not connected. Okay, do I click retry?
38:00
Speaker 2
Okay. It's it's okay. That's normal when making some changes on the router. Yes. Click okay. All right. No worries. Uh, do not click retry yet, but open Wi Fi on your computer, let's now look for the wifi name you have created and connect to it.
38:00
Speaker 1
password [silence] double checking for accuracy [silence] I am connected [silence] the Wi-Fi settings page [silence] click is okay, cancel or apply. [silence] click okay. [silence] yes, the new I have created, yes. [silence]
39:00
Speaker 2
Okay. All right, then let's go back to the link to smart Wi-Fi page and click retry. Yes. And just to make sure on that Wi-Fi settings page, it is showing now the Wi-Fi name and Wi-Fi password you have created, right? Okay, let me check for more of your nodes, since you already have its Wi-Fi configured. Click okay on that Wi-Fi settings page.
39:00
Speaker 1
all right. I'm back to the tiles and the listing. Yes. Those green check green nodes are up today. I don't see that. No. Oh, I want to click click on details.
40:00
Speaker 2
And then go into connectivity. Connectivity on the left-hand side. And the first tab of connectivity is Basic. On the right-hand side of basic you will see the firmware upgrade, may have or quick details below, firmware upgrade and may have the current version of your primary node. And then the current version number, it may have it. How about details?[silence]
40:00
Speaker 1
current version. Here we go. 2.0.20.216892. Okay. uh it also Before we leave it has the incorrect time zone. Is that important? Should I change it or just let it be?
41:00
Speaker 2
Yes, please. All right. Thank you. And it shows up to date. So we can now... Aug pads... Aug pads. We already complete the setup of your primary node and for your child node we're going to try to reset it first and for the meantime we're going to borrow the power adapter of your primary node on this child node. Just for resetting it. You Yeah. Make sure to select the correct time zone.
41:00
Speaker 1
OK, I will apply that change. OK, I've done that. All right. So, do I click OK to get off this basic screen or just leave it up? OK. And so now I'm going to disconnect the power from the primary to know. And
42:00
Speaker 2
[silence] Yes, save. [silence] All right, so for the meantime, [silence] uh, we are going to [silence] use or borrow the power adapter of the main parent node, plug it in, [silence] use it to the child node. [silence] Just leave it. [silence] Yes. And use it to the child node. [silence]
42:00
Speaker 1
Okay, uh, what about the cabling? Okay, good. Child node is powered, and it's already at bl-, is it blue? [silence]
43:00
Speaker 2
to power it up for the meantime. We're not going to use the cables. We're just going to power on this child node in order to reset it. All right. Let me know when you're ready with a child nol- Let's wait for its light to go flashing blue next. All right. Okay. So we're waiting for it.
43:00
Speaker 1
It's flashing. Okay, so I've got a faint blue flashing, slow flash now. So now's the time to hit the reset button and hold it till I see what color, red, blue.
44:00
Speaker 2
a flashing blue next.
44:00
Speaker 1
A. Okay. I'm back to a faint blue with a slow flash. [silence]
45:00
Speaker 2
okay release the reset and next let's wait for a steady solid pink or a purple light.
45:00
Speaker 1
Still at blue. No pink. It's a faint purple color, very faint, but it's still flashing. It goes, we're back to red. We're back to red, or mint. No, okay, no. This is a solid pink. Solid pink.
46:00
Speaker 2
All right, Solidblue or pink. Okay. It's ready to add, so we're going to disconnect now its power and return the power cable to the primary node. And let's wait for the primary node to have a steady solid blue. Right away, after connecting to the power, it will show a solid blue, then flashing blue, then we'll wait for a solid green. Okay. It's restarting now.
46:00
Speaker 1
[silence] [silence] Still at a purple. [silence] Solid green. okay. okay.
48:00
Speaker 2
Let's wait for there. Let's wait for solid green on the primary node. All right. So we can now return the child node back to where you had it before and connect it wired. All right. And once we connect it back to its original spot, we will add it using the computer. There is actually option that we can add it using wired.
48:00
Speaker 1
All right, all right. I'm going to need a couple of minutes here to travel downstairs. Yes, I can. All right.
49:00
Speaker 2
All right . Yes, please . And, okay. Are you able to check the light after plugging it back to the spot? Okay. So after you plug it in, we'll wait for it first to go through blinking again, then a solid purple, .
49:00
Speaker 1
Yeah. Yeah. Okay. Okay. I'm back to the location of the child node. I'm gonna climb a ladder. and plug it back in. [silence]
50:00
Speaker 2
Sure. Okay, no worries. Take your time.
50:00
Speaker 1
[silence] [silence] again, if you come up, turn the timer on, please. Are you able to hear me? [silence] I've connected back to tall node. It's a now purple flashing. [silence] All right. Is purple the color we need now? Okay, I don't need for it to turn green. Okay. [silence]
51:00
Speaker 2
All right so it's now ready to add we will go back to your computer, we will turn it green using the laptop or computer where you had the links to Linksys Smart Wi-Fi page. We will add it from there and let me know when you have the links to Linksys Smart Wi-Fi page again.
53:00
Speaker 1
Okay. I am back to that connectivity page the basics. Yes. I'm there. I've done that. It is. Yes.
54:00
Speaker 2
Okay, so we're going okay stay at the connectivity page and let's go to CA router setup tab. Okay, the last tab. Are you seeing a CA router setup tab? Click that and you will see creating a node. We will click add wired child node. Okay. Alright, we're just going to wait for the add word child node to show up again. Is it grayed out now? Alright, so we'll give it a minute wanted to.
54:00
Speaker 1
Still gray. Still gray. I'm sorry. I have got. Did you say done, D O N adding child nodes? Okay. Clicked. It's now gray and down. See ya.
55:00
Speaker 2
and let's wait for it if it's not grayed out anymore. Okay, it's still gray. give it a minute more. So, gray. Let's click the button says Dan having child node. And then after clicking. Yes. All right.
55:00
Speaker 1
uh, uh, add wire child nodes uh, has now active again. Okay. I'm traveling back. Okay. it's red currently, uh, pink, pink, uh, currently, uh, is this correct? Yes.
56:00
Speaker 2
Okay. Okay, so we're now going to check go back to your child node. We will check if it's starting flashing and will wait for a solid green light. all right. All right. Thank you. Yes, please. Thank you. Now, Oh Yeah. for it to show up. Now Now it's showing a green.It's still pink now. Yeah. Okay. So, appears to be that the child node is not let me just take on.
56:00
Speaker 1
this last thing yes sir solid green yeah counting to one minute yes at 25 seconds still green
57:00
Speaker 2
Okay. I think it's responding to the adding process, so we'll just give it 2 to 3 minutes. We'll stay at where your child node for now for 2 to 3 minutes. We'll wait for a solid green light. It's starting to to flash. All right. Solid green, let's give one minute more and make sure it stays a solid green light. Okay. And it's still solid green light, right? Okay. All right, so we're now going to continue to our next step. The light is still small. Solid green. All right, solid green. I'm gonna wait one minute more. Solid green. It's blinking. Plus green. Let the light keep waiting. Oh, it's still blinking. Solid green. Still blinking. Solid green light, okay? Okay, let's move on to the next step. Our small green light is sticking on solid green light. So, we'll wait a little longer. Still solid green light. All right, let's move to our next action. If your node is sticking on solid green light, so you can move next to action. Still waiting to confirm, if it's really stuck on solid green. All right, let's move to our next step. Success. Congrats. Your node is now synced and ready to rock.
57:00
Speaker 1
Okay. Back to the computer. Okay. Okay, I'm on connectivity now, do I say OK, or apply? Okay.
58:00
Speaker 2
All right, so use the refresh icon on your browser at the top left corner, next to the address bar. I do not click anything on that connectivity page, but let's refresh the
58:00
Speaker 1
I've done that. It's spinning. It's loading. It, it says it's checking for updates, nodes are up to date. This is the same, this is the basic. Yes, details. Yes, zero zero two four eight and zero zero one zero seven.
59:00
Speaker 2
whole page instead by clicking the refresh icon and let's okay let's wait for connectivity to show up again okay let's wait for the link to Linksys Smart Wi-Fi page and can we click details all right are you seeing the two nodes now all right awesome so two nodes are showing up that means that we're able to add the child node using the word connection and we're now going to test your
59:00
Speaker 1
New York. Yes. Okay, it's asking me for the new password. It's been checked. [silence] By pulling up the browser.
60:00
Speaker 2
While I'm connected to the new Wi-Fi name, I'm not able to access the internet on my iPhone.
60:00
Speaker 1
going to a Google browser, uh, typing in my favorite restaurant. That pulls up. That pulls up. Yes. Yes. Becky, can you come check your iPad? I'm going to check the device that we're speaking on now. Okay. What is it? What are we calling it? Earl's Manor. What's the pass one? The 400. [silence]
61:00
Speaker 2
Okay, okay. Alright. do you have other device to test and connect to the Wi-Fi? Yes please. Okay. Yes please. [silence]
61:00
Speaker 1
[silence]
62:00
Speaker 2
Okay. And May know, what's the make and model of or iOS system of this phone?
62:00
Speaker 1
iPad and the yes the iPad is good and one cell phone is good now we need to connect uh another cell phone that the one I'm on now uh did you need to know that did you need for me to verify the model of the iPhone The 14 Uh uh uh uh uh uh Yes. U um um Okay
63:00
Speaker 2
Let me check. We can try. How about the iPad? Are you able to connect it to the Wi-Fi? yes, please? Okay. and no need. the 14. How about this? we're going to try reset the network of this iPhone 14. It might be that this having this the only device is having a problem. Let's open settings on that iPhone 14. then go to general
63:00
Speaker 1
about software update, iPhone storage, uh, auto fill and password background app refresh, I don't see that. I'm at general, yes, I'm scrolling and. yes. down.
64:00
Speaker 2
and then reset iPhone option look for reset iPhone option. let me check it here. How about under general, look for transfer or reset iPhone? You're already at general option, right? Okay. All right. and let's look for transfer or reset iPhone.
64:00
Speaker 1
At the bottom, reset network settings. This is the second one on the list. Tapping that, entering the passcode.
65:00
Speaker 2
yes please, click that, then top reset again, then under reset let's work let's check for reset network settings yes, yes please, that will be your phone password.
65:00