V2 Rubric Detail — 81e46304-7f7e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 12:21
Duration
68m 16s
Contact
973-738-4064
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00137053
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall84.7% (+32.7)

V2 Grader Summary

The agent conducted thorough, technically accurate troubleshooting and restored partial functionality, but did not fully resolve the offline node issue. The outcome is a partial resolution, with appropriate handling of an out-of-warranty system and no critical failures observed.

V1 Case Analysis

WHW01 Velop mesh node intermittently offline; performed resets, relocations, 5-press reset; hardware likely faulty; warranty expired; advised purchase of MX6200 replacement.

Troubleshooting Steps
  • Verified node LED colors and identified solid red/purple nodes.
  • Power-cycled and performed a 30-second factory reset on the problematic node.
  • Guided customer through a 5-press reset on the parent node.
  • Relocated nodes closer to the parent and checked signal strength in the app.
  • Ran speed tests on laptop and iPhone to compare performance.
Key Observations
  • Agent never performed a modem/WAN isolation test before focusing on mesh nodes.
  • Multiple unclear or inaccurate LED color descriptions (e.g., "solid pink").
  • Long periods of silence and repeated instructions caused inefficiency.
  • Correctly used the 5-press reset method for a WHW01 node.
  • Warranty status was correctly identified as expired and communicated.
Positive Highlights
  • Successfully identified the correct model (WHW01) and serial number after clarification.
  • Applied the correct 5-press escalation method for the WHW01 mesh node.
  • Showed empathy at several points (e.g., "I really do apologize for this one sir").
Agent Errors / Gaps
  • Did not isolate the WAN/modem connection early (Step 1 of standard troubleshooting).
  • Provided inaccurate LED color information (solid pink, solid green) not matching KB.
  • Repeatedly asked the customer to perform the same reset steps without clear progression.
  • Failed to summarize next steps clearly before ending the call.
  • Did not capture a case/ticket number or confirm case creation.
  • Spent excessive time on hold/silence without explaining the wait.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent made progress by restoring one offline node and optimizing the system via channel finder, but did not fully resolve the persistent issue with the upstairs node remaining unresponsive despite resets and relocations.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted a logical sequence: verified model/serial, checked LED states, ran speed tests on multiple devices, assessed node placement, performed resets, used the 5-press method, checked signal strength, and initiated channel optimization — all aligned with Velop troubleshooting guides.
R3 Met Correct resolution path conf 90%
Agent correctly identified the WHW01 as end-of-life and out-of-warranty, yet still provided extensive best-effort troubleshooting (resets, relocations, app diagnostics) before suggesting an upgrade — consistent with OOW policy expectations.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (solid red/purple lights, intermittent disconnections), asked targeted questions about node location and speed test results, and logically deduced distance and hardware degradation as root causes.
T2 Met Appropriate tools / resources used conf 85%
Agent appropriately used the Linksys app for speed testing, node management, and channel scanning; directed customer to fast.com/speedtest.net; and applied model-specific reset procedures — all necessary tools for this scenario. No evidence that a modem-direct test was required, as internet was confirmed stable at parent node.
T3 Met No misinformation conf 90%
All technical information provided — including LED meanings (solid red = no internet, solid purple = setup mode), signal strength thresholds (-51 to -70 dBm ideal), 5-press reset procedure, and compatibility of MX6200 with older nodes — is factually correct per KB articles.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general direction but frequently lost control due to long silences, overlapping speech, and repetitive instructions (e.g., multiple reset attempts without clear transitions), indicating weak call pacing.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated steps when needed, adapted to customer’s physical limitations, and confirmed understanding (e.g., checking light colors), demonstrating effective adaptation to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed hands-on troubleshooting, avoided transfer, and committed to guiding future setup of a new system — showing full ownership despite hardware limitations.
O2 Partially Met Proactive follow-through conf 70%
Agent gave actionable next steps (move node, complete channel finder, consider MX6200 purchase) but did not specify a timeline for follow-up or offer a callback, leaving resolution open-ended.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the customer’s first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — agent remained within L1 scope, providing appropriate troubleshooting and resolution path for an out-of-warranty product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy repeatedly (‘I understand, sir,’ ‘I really do apologize,’ ‘no worries’) and acknowledged customer’s effort and physical limitations, maintaining professionalism throughout.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, used reassuring language, checked in frequently, and adjusted explanations when confusion arose (e.g., clarifying app navigation), maintaining engagement.
X3 Partially Met Overall experience conf 70%
Agent reduced effort by using the app remotely and avoiding repetition of known info, but required customer to perform numerous manual steps (multiple resets, outlet changes, node moves) that could have been better sequenced or minimized.
Call Transcript125 turns · 131 lines
Speaker 2
Welcome to links 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. Hi, thank you for calling links. My name is Josh. How may I assist you today? Mm-hm.
00:00
Speaker 1
I guess after some research, I think it may be because the Linksys system that we have, it's an AC 3900. It's three white boxes. I don't know how else to describe them. I see that it's limited to 100 or less. Is that correct? Oh. Okay. Could you, I have to go get it. Could you hold on a minute? Um. [silence]
01:00
Speaker 2
mm-hmm , that one you may have the serial number of the main mode so that I can verify here my out. yeah yes sir and take your time as well
01:00
Speaker 1
[silence] [silence] I'm still with you. I'm just trying to locate it. [silence] Okay. Uh, it's $25 aths and Frank 1060. a a 8. 0. 4742. Yes. Uh, it's uh uh I see serial number. I see the mac address. Where would it. Oh, uh keep says uh only number there. It is at the very top. It's the W H W01.
02:00
Speaker 2
All right, thank you so much for that one, sir, so let me verify the serial number. So it's two five F-4 X Tret 1060A for alpha 804742. Is that correct? Thank you so much for confirming. And the model number of the main node is WHW01, correct? How about the model? Yeah. All right. Thanks so much for that. So, uh, going back again to your issue.
03:00
Speaker 1
Sometimes sometimes it you know after they rebooted, it's right up there for a while and then it drops down. does it does it have what? Oh, yeah, my wife's does. I'm anxious. The two nodes that are offline. There's only one that's online. We've got three nodes on the router.
04:00
Speaker 2
Okay. I'm going to assume that this is a Wi-Fi network down. Okay. Yes, the logos is connecting. [silence] Okay, and it's flickering, tell me who? The one inside the room. I don't know the room. The other one, I don't know. The one in the gateway, which means in the master box, is okay. So, the flickering one is okay. Yes, I mean, that's where I'm getting the false connection. Okay, eh, yes.
04:00
Speaker 1
All right, let's see OK. All right. Hold on. Oh, solid red.
05:00
Speaker 2
and you check if they are showing solid blue or flashing red at the moment? Got it. I got that one. Thank you. So, if we could check the light on that other node, if it's showing solid red, then that that node is offline or it does not have an internet connection as of the moment. However, for now, let's focus on checking the internet speed on the system, okay? Alright. So, yeah, since you're currently logged in into the Linksys app, can you tap on the menu icon located at the upper left panel?
05:00
Speaker 1
It's solid red. When I unplug it and I plug it back in, it goes to green, usually. The one upstairs just hasn't been working. Yes. I don't understand what you're saying. The menu item.
06:00
Speaker 2
solid man hmm hmm got that one sir. I see. All right uh yeah, regarding with the uh child nodes are reassured that if they are currently offline, reassured that we can just uh reconnect them back to the network. However, for now, I want to do a speed test on the app so that we can check if the main node is getting the exact speed uh the the one that you're paying to spectrum. So, I assume you're still on the app, correct? All right. So, again, ma'am on the Lynkus app kindly press the menu icon located at the upper left panel. Uh on the yeah, the menu icon.
06:00
Speaker 1
Oh, there, yes, up right there. Okay. no. Yeah, right here. oh, we, we see it, we see it. Okay, router to internet, right there. there was an okay. [silence] I tested it yesterday and it was uh, it was about 600. [ silence ] Yeah. [ silence ] Really? Wow. It's still, still working. Do we, do we need to be near the one up, the one next to the spectrum router? Here we go. Yeah. All right. Okay. So it says 545 for the download and 25 for the upload.
07:00
Speaker 2
600. i see. and how bout now, is it still showing 600 or 500 plus? got it. Yeah, if possible, sir, I would recommend the phone should be located next to the main node. so, yeah, we're getting it right. All right. thank you so much for that, ma'am. so yeah, it seems like the main node is getting the exact internet speed that you're paying to spectrum. Uh, for how about when you say or when you say that you're getting less 100 MPs?
08:00
Speaker 1
well, when I run on, yeah, I'll tell you where where it come from, um, when I have it on my laptop, and I just run a a speed test, you know, either like internet speed test or, something like that. That's when it shows the lower, um, speeds. Um, the computer was, um, close to the, uh, to the main one. I mean, I can do it again. okay. hold on. [silence]
09:00
Speaker 2
[silence] Were those devices connected? Mhm. Yes, sir. Mhm. Mhm. I see. And when you did a speed test [silence] was this laptop connected to the [silence] child nodes or one of the child nodes or [silence] located next to the main one? Uh huh. Uh huh. Got that one, sir. So I yeah when we do a speedtest [silence] northeast.
09:00
Speaker 1
Hold on a minute. Okay, so this is just an Apple laptop that's on the Wi-Fi. Okay, so I'm right next to it. And that's generally what I've been using to, hold on. Okay, so here, I says internet speed test. Uh, there's a whole lot of, like fast.com. There's all kinds of choices. Is there one you recommend? Fast.com. Okay, I got it. Uh, now, so now it's up to 650. I ran it like a half hour ago, just a few minutes ago.
10:00
Speaker 2
[Aah, I would recommend using speedtest.net, or fast.com.
10:00
Speaker 1
minutes before I called it now it's 630 and it was at 60 currently it it's at 630 okay so I don't I don't have the app on my phone we need to do it with the the app is that right oh okay uh can you instruct me how to do that? I have an iPhone I have an oh I see okay hold on a minute Safari oh just head fast.
11:00
Speaker 2
All right. So currently your laptop is able to 6-30. All right. Thank you so much for that, Wencer. And let's try another device. What about your phone? Can we do that so that we can compare? No, sir. You can do a speed test on your phone, like speedtest.net. Yeah. Yeah, no worries. So on your All right. So on your iPhone, just open Safari and then in the address bar, just type in fast.com and then yeah, just run a speed test. Ah, no worries.
11:00
Speaker 1
OK, OK. Here it says 440. I think it's a 16.
12:00
Speaker 2
Uh, yes, sir. Yes, sir. All right, thank you so much for that, sir. Um. So, may I have the model number of this iPhone like, is it seven or sir? 17, the latest one. 16. All right. Thank you so much for that one, sir. Um, So, yeah, uh, upon checking here, we can see that the speed test uh, we're reassured that your devices, I mean your Wi-Fi devices uh, are getting a stable internet connection coming from the um, [silence]
12:00
Speaker 1
Okay. Do you know though? Do you know why it would drop down when I test it sometimes? Mm-hmm. I see. Mm-hmm.
13:00
Speaker 2
the system since again they're getting for the laptop. It was actually able to get 600 plus and 400 for the uh iPhone 16. However uh for oh mmhmm Yeah for that one sir we might need to still optimize the system. However I'm gonna set your expectation that it is normal if your devices your wireless devices their internet speed will drop down if they are connected to the child node cuz uh again the child nodes are connected wirelessly to the uh network or to the main node and the thing is if the device is wirelessly connected the the signal strength depending on how far are the devices from each other will deteriorate. Yeah so that's the reason why and that's the reason why as well why your devices are getting good or fast internet speed.
13:00
Speaker 1
Nicely. Okay. yes. Right. Usually a hundred times. Yeah. The one, the one upstairs just doesn't work. The one uh but the one in the in the lower level, uh when you it goes off and then when you unplug it, it generally goes back on. I haven't uh let me just check uh see if it's come back on.
14:00
Speaker 2
When they are next to the the main node since the main node is word to the the router or the modem which is the source of the internet. So hence even though we can still try to optimize the system. Uh by the way uh since upon checking earlier one of your child node is showing or yeah it's showing solid red. Uh can you try to reboot that node? Fire your reboot you may simply just unplug and reply its power cord. Yeah. I I see. Uh yeah if the issue persists sir how about this one? We will move the the two child nodes next to the main one and then let's observe their light behaviors.
14:00
Speaker 1
Okay. So, uh, okay, so now the one, uh, sir, um, the one in the basement, when I had unplugged it, it was red, and I, I plugged it in. It's now green. Solid green, right? The one on the upper level just doesn't work. It just stays purple. Yeah. Oh. Uhhh. Oh, so you, so, these
15:00
Speaker 2
All right, don't worry. You may take your time on relocating the child nodes. Uh-huh. solid green. Correct. That's great. And what about the? I'm sorry, yeah. solid purple. I see. That means that, that node has been reset, so since solid purple indicates that the device is on setup mode, so for this one, we might need really to move that one next to the main node. Don't worry. This is just for reconfiguration process. So, yeah, kindly move that node next to the main one because we are going to reconnect that one back to the system.
15:00
Speaker 1
Do the other two nodes, the ones that are away from the main node, you want me to bring them both closer to the main node? Oh, oh, you have the other one that's green now, I can leave where it is. Okay, let me go upstairs. Takes me a little while, I have a little uh back injury. I can make it. Yeah, thanks for your, thanks for your patience. I appreciate it. All done. All right, I'm a heading up to the third floor. Okay. Still offline here. Okay, it's uh, it's offline. Now, what do you want to... I just unplugged it. [silence] This is green. You want me to bring it closer to the blue one or leave where it is?
16:00
Speaker 2
Only the one that is showing solid purple, sir, since the other one is now green. Yeah, that's correct. I understand, sir. No worries. No worries, sir. Kindly check your time as well. You're most you're most welcome. I understand, sir. And thank you so much for your cooperation as well. I appreciate it. [silence]
16:00
Speaker 1
it's purple now what color? it's blue blue dark blue no no they want us to move it nearer to the main one okay we're gonna take it downstairs okay okay and um and um can can you tell me why they go offline from time to time the remote ones is there a reason? [silence] [music] you can me tell me why they go offline from time to time the remote ones is there a reason?
17:00
Speaker 2
That's fine. And this child node has already been moved next to the main one, correct? Or. I see. Yes. Thank you. Yes. Yes, the reason for yeah, the reason for that one is it could be possible that the child nodes are too far from each other. Uh however, uh rest assured once they have been reconnected, uh example the this offline child node, we will relocate that one back to its designated
17:00
Speaker 1
Okay. OK, so now I I have the the one from upstairs. It's it's down here by the main node. Did I plug it in? I can plug it in near a nearby outlet, correct? OK, OK. I did it. There's just it's just a a um, excuse me, just a white wire. That's all that's connecting it, right? OK. Yeah. Right.
18:00
Speaker 2
Automated location. So, once it has been relocated, we will go back on the links app and then check their signal strength. Right? Mm-hmm. Thank you so much for that one. So, for that node, let- yes, please. Yes, please. That's correct, sir. Thank you so much for that one. And yeah, let's wait for its, line to turn back to solid pink or purple, since uh, I believe the light on that node will turn to solid Blue, then turn to flashing, because that indicates that the device... Yeah, only the power adapter.
18:00
Speaker 1
So it's, it's uh not doing much of anything. It's plugged in, but, oh, I, yes, it's on. There is no light. It's just out. It's not lit. It's blue. It's a light bulb. Into a different outlet. Is that, it's not. No, I think it's just a, oh, all right. Great. Great. So I plugged it in. [silence]
19:00
Speaker 2
And is it turned on like the power switch is toggled on? All right. And what's the light on that node? I see. Can you try plugging that one into a different power outlet? I'm sorry. Is it? Oh yeah, I... Yeah, but I heard ma'am told, uh, said that the light now is showing blue. Is that correct? Or it's still not lit up?
19:00
Speaker 1
and then it turns out a light blue. solid. Okay. Okay. okay. Stephen, S, t, E, V, e, N, uh, it may be in my wife's name. Her name is Michelle with one L. Um, Messman, M as in Michael, uh, E S as in Sam. T as in Tom M A N Messman. The mailing address, is that what you said?
20:00
Speaker 2
Mmm. is it solid or flashing? solid. all right got that one. so for now, let's observe its light for one minute. lets see if the light on that node will change to flashing blue. All right. So, um by the way, sir, we're waiting for the light on that node to turn back to solid pink or purple. May I have again your first and last name? Uh-huh. Thank you so much for your time. and what about the email address?
20:00
Speaker 1
Oh, email address. Do you think it's sharing? What is it? Michelle Mestman at I cloud. Okay, Michelle Mestman at iCloud.com. It hasn't changed. It's still like a a a dull blue. Oh, okay. I'm doing it. Okay, we're doing that now. Okay. I did it already. Okay, we did it. [silence] Try it.
21:00
Speaker 2
Yeah, that email address. Yeah. All right. Thank you so much for that, sir. So, uh, what's the light now on the child mode? I see. Uh, can we try to reset that node? So, for reset, just simply press and hold the reset button for 30 seconds. All right. Oh, wait, did you,
21:00
Speaker 1
Yes. Yes. Oh. Oh. Okay, I'll, I'm, okay, I did it. I'm holding it now. Okay. It hasn't changed, color.
22:00
Speaker 2
Did you already release the reset button? I see. And can we do it again? It should be 30 seconds. Like press and hold the reset button for 30 seconds. And don't worry, I have a timer here. No worries. I have a timer here in my iPad. All right, thank you so much. [silence] All right, you may now delete the reset password. Thank you. Still showing solid blue, correct? um i have the serial number of that node. Very good. All right. Thank you so much for that. So just to confirm the light on that node is still showing solid blue. How about this one, can we press and hold the reset button for one minute? The one that, yeah, the child mode, the one that's showing solid blue or dull blue. Yeah. However sir, this time, yeah. [silence] Hello, sir, [silence] you mean I'll release their reset button? All right, thank you. So Still [silence] still [silence] solid blue. I see. Uh can we try plugging that one into a different power outlet? And kindly [silence] kindly also observe when you plug the node, kindly check that blue indicator light, if that's still blue. And then after we release the reset button once you put that one on a different power socket, also check if you're [silence] that, that what you'veChanges are reflected in the nuances which will affect the overall meaning and usage of the sentence.
22:00
Speaker 1
All right. Okay. Oh, my. Okay. Hold on. No, I'm doing it. Yes, it turns the sound in a different oh, but. Yeah, it's doll blue.
26:00
Speaker 2
Check if the light will automatically turn to solid blue. [silence] Yes, see. [silence] Let's wait for 30 seconds and check if the light on that node will change to flashing blue. [silence] So, just to check, confirm is the node still showing dull or solid blue? [silence] Yes. [silence] Yeah, I really I really do apologize for this one sir. [silence]
26:00
Speaker 1
Do you want me to look at the Mac address though? Oh, oh, OK. Hold on a minute. I'll let my wife do it. OK, go ahead. Go to the Wi-Fi settings. My computer's not working.
27:00
Speaker 2
it's possible that nodes already experiencing a hardware issue. How about this one? Can you check like, on your laptop if it can detect the default name of the node, which is _velop Setup 1F6. Uh, no sir, uh, on your Mac computer. Can you go to the Wi-Fi or Wi-Fi settings? Uh, huh. No. Yes, on the Wi-Fi settings, check if the computer or laptop is able to detect the default name of the node, which is _velop Setup 1F6.
27:00
Speaker 1
hold on. Let me, her computers. Let me. So I should go to Wi-Fi, is that right? On my set? I could do it on my phone. Like, okay. Go to settings, Wi-Fi, and where would I look now? It says, I have the network, Michelle's network. I don't see it, no. One piece before. No, I just,
28:00
Speaker 2
Yes sir. You can also yeah you can also do it on your phone like just go to the Wi-Fi and then check if it can detect the default name of the node and again yeah we can do it on your phone. [silence] So yeah on the network list is there a name there that says underscore [silence] Well set up 1F6. [silence] I see. [silence] Got this one.
28:00
Speaker 1
See, yeah, yeah, I see, uh, I'm looking at the, uh, the detail on this network and, uh, I don't see that, no. Uh, it shows other, it shows other networks, but they're both my spectrum, uh, 2G and 5G. So those are the only other two, uh, that I see. I see. Okay. Okay. Okay. [silence] Okay.
29:00
Speaker 2
Got that one, sir. Um, Got that one, sir. Yeah, so I... Hmm. Uh, so yeah can we try to do a recovery procedure? Since uh again sir, it could be possible that the node is already experiencing a hardware issue. However, let's try to save this one. So, so yeah. So on that node, kindly unplug its power adapter from the device like from the node itself. Then let's wait for two seconds.
29:00
Speaker 1
so you tell me when to put it back in and I'll I I'll, still solid blue. From the device, okay. Okay. Yeah, it's not, uh, it's not working.
30:00
Speaker 2
yeah. all right. you may now plug the power adapter back into the node, and let's count for five seconds. all right. Uh, you may now unplug again the power adapter from the device. Yeah. And then plug the power back on and let's count again for five seconds. All right. All right. Oh, that was it.
30:00
Speaker 1
It's no change.
31:00
Speaker 2
some may now again unplug the power cord from the device and let's wait for another two seconds. So you may now plug again the power back on and let's count for five seconds. so kindly unplug again the power cord from the device. And replug again the power on the device. All right. So again unplug the power from the device and let's wait for another two seconds.
31:00
Speaker 1
it again two seconds, pull it. Now plug it back in again. Yes. It's back on. Still a solid blue. I understand it. Oh, I didn't understand what you said, I'm sorry.
32:00
Speaker 2
Yeah. Yeah. So I assume the the power cord has been plugged in back on the node, correct? Okay, great. And thank you so much for confirming. And what's the light on the node? Still solid blue. I see. uh do we have a computer that can be wired directly to the problematic node? no worries. Uh do we have a computer that has an ethernet or LAN port, because we might need a computer that can be wired directly to your. I mean,
32:00
Speaker 1
All right. It was rebooted. OK. Do we have an ethernet? I don't know if it's this is a -ample, we got, I don't think we do. On our computer? I have an, I have a MacBook Air. There's no ethernet there's no ethernet on it. Uh, this is in, uh, 2024 MacBook Air.
33:00
Speaker 2
I see yeah yeah you might yeah we might need double check i i see i i see understand sir yeah it's common for it's common for new new uh sorry latest model that didn't have this uh internet port now so I assume we don't have a computer that can be word to the problematic one and Yeah I really do apologize for this one sir but it seems like again this one of your child node is already experiencing a hardware issue and um for this one uh we can we can no longer also uh
33:00
Speaker 1
Oh. Okay. So the one that we have is not being it's being phased out. Okay. Okay.
34:00
Speaker 2
provider replacement, since again, uh, the hardware warranty status of your system has already expired. And I'm also going to set your expectations, sir, that the WHUW01 is already one of our obsolete or end of life devices. So yes, sir. So however, we do have a new model though, if you want to upgrade your whole system and they come with a year hardware warranty. That's correct, sir. So yeah, that device is or all of your devices are already one of our obsolete devices. However, again, sir, there's a catch. Rest assured that you can still use them as long as they are working. However, yeah, for that specific device, I'm afraid that one is already experiencing hardware issue since it's not responding when we tried to reset it multiple times. So, [silence]
34:00
Speaker 1
Right. Right. Right. And and they're and they're capable of of maintaining the high speed. Correct. Yeah. Could be yeah occasions. Okay. Can you check the speed? Michelle? She's she's going to check. [silence]
35:00
Speaker 2
we also yeah it also did not respond even we already tried to do the uh recovery procedure so however for your other however for your other two notes rest assured that you are still online or working properly yes sir it should be uh yeah can you can we go back yeah can we go back to the linksys app we are going to check if the child node is getting on average signal strength
35:00
Speaker 1
So, so but it's a show. Yeah, it's white. Oh, okay. Is it, uh, 5.53 on the download. [silence]
36:00
Speaker 2
[KEEP_UNCERTAIN] Uh-huh (.) Hello, sir. How's it going there? (.) Uh-uh. [silence] Five. All right. That's great to know. So. Rest assured that again, the your system is capable and able to get uh an average, or not average
36:00
Speaker 1
network administration. Okay. Did that. Okay. Hmm. Think not sure which one you're talking about. The one in the basement is working. That one's online. So you're talking about the one that's offline right now? Oh, the one that still is online. Okay.
37:00
Speaker 2
Can you close speed test tab and then tap on Network Administration tab. Okay. Then tap on nodes, and then tap the online child node, so under node, you should be able the see online child node, ma'am. And then I want you uh you to press that one. uh the one that says online, man, the basement node.
37:00
Speaker 1
Okay.That's the basement.All right.So the signal strength is minus uh 73 DBM.
38:00
Speaker 2
All right, thank you so much for that one, man. So yeah, regarding with the signal strength of the child node, I'm going to set your expectation, man, that the good average signal strength is under with a range of -51 to -70. So since your child node or this child node rather is getting -73, that means that currently it's getting a poor signal strength from the main node. And the reason for that one, ma'am, is this node is like too far away from the main one. And the reason as well is because the other child node is now offline or already experiencing a hardware issue. So if possible, I would recommend moving this child node closer to the main one,
38:00
Speaker 1
Okay. You may go ahead. Yeah. So, the, the one that's in the basement, um, you know, there's steps going down there's one that's in the den on the first floor, which is the one that's connected to the modem near the modem. And then, and that one you're talking about is, is in the corner of the basement, uh, so could we move it like closer to the steps going up see if that helps? Okay. Yeah, I'll, I'll do that. I'll do that.
39:00
Speaker 2
However, if that's not possible, we can add another node so that, again, it will connect to the nearest one, example for the other child node. So, however... Mm-hmm. Yes, sir, I would recommend doing that. And, yeah, after that one, can you check again if there's an improvement regarding with the signal strength? Alright. So, we can also optimize the system, sir. So, on the Linksys app,
39:00
Speaker 1
Okay, uh... and five setting. Okay, I did that. Okay. Right? Okay, okay. Take a little while in minutes. Yeah.
40:00
Speaker 2
kindly close the network administration tab and then click sorry tap on Wi-Fi settings yes ma'am and then press on advanced or advanced Wi-Fi settings and then tap on channel finder and then tap on scan channels and then tap on scan channels so yes yes yes ma'am so this feature is actually like well find or look for a better channel in order for your system to be optimized so rest assured that after this channel finder is done please just restart your system but if you have any other question regarding this feature or anything that is related to it please feel free to give us a call [silence] since the dialogue ended abruptly and trailed off to silence audio ends
40:00
Speaker 1
Will see what happens. Halfway complete now
41:00
Speaker 2
Good finding for sure. Uh your devices will be or the system rather will be optimized so that the wireless devices that connected to the system will get better signal strength and better internet speed as well. So this would this will also one of the workarounds for the child node not to be disconnected from the main node. All right. [silence] Aha.
41:00
Speaker 1
All right. So, so we need a little more time.
42:00
Speaker 2
No worries, ma'am. So, yeah, let's wait for another one.
42:00
Speaker 1
It's not going back online now. Hello? Is she going? Yeah, it's uh it didn't uh ah I replugged it in in a closer location and
43:00
Speaker 2
Kind of. In the beginning it will go up as if it was costing a lot, but then excuse me, I'm just trying to think of an example.
43:00
Speaker 1
It's, uh, just solid blue. Yeah. Yeah, it was, it was, it was bright green before when I unplugged it from its other location and then I put it in uh, moved it closer to where the, the main dock is and it's not uh, it's, it's still dark blue. No. [silence]
44:00
Speaker 2
Solid blue. All right, that's great to know. Don't worry, solid blue or solid green indicates that the devices online are working. However, the other one, though, the reason why we concluded that device is already ineffective is because it's not responding during when we tried to reset it. However, regarding for the other node, like the one that's on the basement, rest assured that that device is still online or working. Did when you tried to plug in and, did it flash, like, the light, did flash? Just go direct.
44:00
Speaker 1
Oh, I did It looks like one upstairs. I hit the reset button, should I should I do that again, hello. Yeah, okay, she's upstairs, that's. We're, uh, okay, I'll go back upstairs. Just while I have you, is can this still function pretty well with just the two nodes by the ones that we're working.
45:00
Speaker 2
All right. Got Got that one. So I see the app. I since you pressed the reset button. Yeah, we might need to reset that one and reconfigure it again. However, ah, for now, I our focus on the app. Let's wait for the channel finder to be finished.
45:00
Speaker 1
Yeah. There's three. Yeah. Okay. What are you looking for, Michelle? He's got me standing channels to optimize the system, but it keeps going back till we need a little more time. It's still working. I don't know. Okay. Yes. Yeah, keep saying it.
46:00
Speaker 2
, yeah, they yeah rest assured that they will still work us, the same, uh since, uh you still have two nodes, however if you really want to extend the signal coverage of the network, I'm afraid you really need to add another node, yeah. So on the app the channel finder still like saying, uh need a little more time. Is that correct? All right. Got that one mam, so let's wait for another one to two minutes for that one and let me know if they show purchase like it will keep on saying it needs a little more time. Ah, yeah, got that one, ma'am. And I really do apologize for that one. Uh, don't worry, I have a timer here on my end. So, after two minutes here, uh, if the channel finder is still, uh, looking for the recommended or best channels, uh, we might need to check, ah, yes sir, so, all right. So, that's great to know. So, yeah, uh can we check? I really do, apologize for this one, sir, but I'm afraid we really, we really need to check the light again on the basement node.
46:00
Speaker 1
dark blue. Okay I should just keep the button depressed until you tell me to release it. [silence] Okay [silence] it's it's depressed
48:00
Speaker 2
darling. All right, can we try to reset that one like for reset? uh-huh? yeah I'm sorry sir your voice is cutting in and out? Oh yes sir so yeah just press and hold the reset button. And let me know when you'r, all right, all right.
48:00
Speaker 1
Okay, I did. And now it's just, now it's dark gray. It's gray. it's gray.
49:00
Speaker 2
Hello, sir. You may now release the reset button. Thank you. And what's the light now? dark gray. I see. Let's observe its light for.
49:00
Speaker 1
your face? [silence] How much uh, while I'm waiting, how much is a new system roughly? $400? Oh, okay. Okay.
50:00
Speaker 2
uh when you were, uh, what about one, uh, two minute? I, uh, yeah, um. For the, uh, I can't recommend one for you. Hold on, let me check it here on Amazon since we no longer. Uh, you can no longer, uh, sorry, you can no longer purchase our devices directly from us. Yeah. You can only purchase them from third party stores like Amazon. So yeah, I've been checking here on Amazon, you can purchase uh one pack of node for $149. So it's roughly 150 and the, and the model for this device is MX6200.
50:00
Speaker 1
Yeah. How many? Three. Oh, we have 4,000. Uh only three. Do you have one? So, um, it's still dark. [silence]
51:00
Speaker 2
and I'm going to your expectation as well that this one is one of our latest model because this router already uses Wi-Fi 6E mesh technology and it can cover up it can cover up to 3,000 square feet. So rest assured that 3,000 square feet. 3,000. All right. So, yeah. So you only need one for this one and and use the other nodes as an extender since the current model that you have are compatible with this one. However, this one should be set up as a main node. 6200. That's correct.
51:00
Speaker 1
[DOWNWEIGHT] I wonder if I should go back to the other outlet to see if that makes a difference. We're in it. Okay, Where, uh, was working before this. <start_of_audio> That one's on right on. for that. <start_of_audio> It's uh, yeah it's it's.
52:00
Speaker 2
Dark blue, I assume. Okay. Can we try to unplug and replug that node one more time? Yeah, let's try that one as well. So, briefly. Yeah, the one that was showing solid green earlier. Yeah, that's, yeah, that's really weird.
52:00
Speaker 1
the light went on to blue. When I plugged it into the old, uh, the original outlet. Uh, it's watching now. It's working. So I wonder why it wouldn't work on the other outlet? That's great. Yeah. Yeah. It's, uh, it's flashing a dark blue. [silence].
53:00
Speaker 2
and right now it's still showing solid blue correct flashing blue all right that means that yeah the node is now yeah it's now booting up yeah that's really odd and yeah that could be the issue with the other ones or however we might need to further isolate that one as well so yeah for now let's focus on this node.
53:00
Speaker 1
And then from time to time it just goes out. and I just have to re-plug it in and it always starts up again. Oh. Uh, so now, now it went bright red. it just went red. Yeah. Right.
54:00
Speaker 2
Man, so, uh, it could be plausible as well, sir, that, uh, the reason why your child nodes keep disconnecting from the network is due to their like, um, what do you call this, like the technologies that they're currently using. Since these nodes, they're still using Wi-Fi 5 mesh technology, which is the older one. So, uh, yeah, that could be the reason as well.
54:00
Speaker 1
this this one here take it upstairs okay even while it's red right now but that's okay okay all right okay
55:00
Speaker 2
main node since uh the child node should be uh should be able to get a good signal strength in order for it to reconnect to the system. So can we move that node closer to the main one? Yes sir, that node. Yes sir, that's okay. So solid red or pink. Yeah.
55:00
Speaker 1
I plugged it in so I have your Wi-Fi amplifier. Let me just yeah, this I'm
56:00
Speaker 2
All right, thank you so much for that, positive. So, yeah, right now, let's just wait for its light to turn back to solid pink or red, okay? Mhm. I'm sorry.
56:00
Speaker 1
I put it in a socket that I know works. And it's dark blue. Yes. Yes. Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence]
57:00
Speaker 2
press eriser what's the light now on the basement node. Solid dark blue. Correct. I see. Uh let's wait for 30 seconds for a minute for that one and let's see if it will change to flashing blue. 30.
57:00
Speaker 1
uh it just turned like uh red or pink right right just now turned pink a solid pink or red okay
58:00
Speaker 2
I'm sorry sir is the node still showing dull blue huh all right. That's great to know. That means that's great to know sir. So uh yeah so let's now try to add this node back to the system. So
58:00
Speaker 1
Uh huh. 5 times. You reset. Okay. On the main now, okay. Okay, I did that. It did and now it's green again, now it's red. Flashing red. It's red. Flashing, it's flashing now. [silence]
59:00
Speaker 2
On the MAIN node, LIKE, the PARENT NODE, kindly press the, um, kindly press the reset button five times within five seconds. See, like, press, release, press, release, press, release, press, release, press, release. Yes, sir. And again, it should be on the MAIN NODE. That is correct. Thank you. And did the light on the MAIN NODE flash? Got that one. And what about the CHILD NODE? Is it flashing? That's great. That, all right. So, that means, sir, that the CHILD NODE is now trying to reconnect to the MAIN NODE.
59:00
Speaker 1
Right. Okay. Yeah. okay Okay. yeah I tried over here Okay, I replugged it in a an outlet I, I know that works.
60:00
Speaker 2
So for now, let's just observe their lights for two to four minutes. And while observing their lights. And can we try to plug the other node like the one that was located upstairs, to a different power outlet just to make sure if there's something wrong with the outlet or the device itself. And since that's the same experience. Oh, yeah, that that yeah, that's the same experience that was having on the basement booth.
60:00
Speaker 1
The. The one in the basement That we brought up is flashing still red. [silence] Where are you uh based if you don't mind my asking?
61:00
Speaker 2
All right, thank you so much for that one. And let's see if the light on that node will change to solid red or will stay on dull or beam blue. Uh-huh. yeah. got uh yeah, don't worry for that one sir. Yeah for for the other models uh it will take like two to four minutes for them to reconnect to the system. So, yeah, rest assured that's normal. Yes sir. Uh no worries.
61:00
Speaker 1
Oh wow, okay. We're saying you had a earthquake there? Is that right, or is that... no. Malaysia oh okay okay good. Uh yes. Oh wow. Okay, the good news is it's now green. Yeah correct. It's green. Yes, like almost purple looking.
62:00
Speaker 2
uh, no I I think it was on, yeah, I think it was in Malaysia, I think, or Thailand. Yeah, yeah. The one that was on, I think 8.9 something. Yeah, that's really sad though. Yeah. On the basement child node, correct? Oh, that's great to know. So, and the main one also turned back to solid blue or green. Is that right? All right, so uh, how about the upstairs node? Is is it still showing dull blue? Almost purple looking.
62:00
Speaker 1
Okay. Yeah, no, I don't see it. It just says two other networks, both my Spectrum Wi-Fi 82. But no, I don't see it. Oh, the one, the one from upstairs, that one? Yeah. Reset it? [silence]
63:00
Speaker 2
I see. And then we try to check again if your phone is able to detect its default name. So on your phone, kindly go back to the Wi-fi or Wi-fi settings. Uh-huh. And then kindly check if its name is listed on the available the sorry, available network, which is named underscore velop set up 1FP6. I see. Let's try to reset this uh app sharing code one more time. Okay. Let's see, maybe it will help or it will fix the issue. So, for re, hum, so for I'm. That's correct, sir. So,
63:00
Speaker 1
Okay, I'm resetting. [silence]
64:00
Speaker 2
again, yeah. So just let me know once you already start pressing and holding the reset button, okay? All right, thank you. So, yeah, the same, I'm gonna let you know I'm gonna let you know once the time is up.
64:00
Speaker 1
[silence] Okay. It's uh same color. Yeah. It was not doing anything. Got a hardware.
65:00
Speaker 2
uh, uh, hello, sir. You're, you're, you're right saying press and release the reset button, huh?, all right, and, uh, Mm, hmm, same color. And it's, it seems, you might, be able to observe the light when you press and press and, sorry, press and release the reset button, correct? I see. Yeah, uh, regarding for that one, sir, again, uh, it seems like that device is already experiencing a hardware issue. So, however, the good, yeah, it's a hardware issue, since again it's not responding on our reset. So, however, the good news is the, child note is now online or working. So, rest, assured for the, basement node, you can already unplug and relocate that one to the basement. Yeah.
65:00
Speaker 1
Okay. Okay. I gotta find an outlet. I gotta find an outlet where it works. Yeah. Okay. Okay. Okay. All right. So, um, if, if, then, if I wanna, or, if I wanna order a new system, um, it, it can still operate with just these two nodes, but it, it would be more efficient if we had all three, correct? And, and the model, uh, the model number is MX 6200. Oh, good. Yeah, yeah. Okay. Yeah. Okay. All right. I, I guess we'll, uh, I appreciate your time and your, your help.
66:00
Speaker 2
assistance. And but, so by relocating? Yeah. Yeah. So, yeah. So, mm-hmm. That's correct, sir. Since you need one that will be placed upstairs, so, yeah. That's correct. And you can purchase that one on Amazon. And rest assured, once you got that device, we are still, we're still gonna walk you through on how to set that new model as a parent, and add the, yeah, child notes, as a, yeah.
66:00
Speaker 1
So when I run the speed test in the future, I should keep my device next to the main node? To the mother node. Oh, right, right, right. Near near the node itself. Okay. Yes. Okay. Okay. Okay. All right. Okay. I forgot your your first name, but what is your first name? Josh. Josh. Okay. I'm sorry. Thank you, Josh, for your help. I appreciate it. And
67:00
Speaker 2
Yeah, however, sir, if you want to check the internet speed of the child node, I would recommend moving your devices closer to that node, turn off the Wi-Fi to the mother node, either to the mother or to the child node, sir, depending on, to where node, yeah, to which node, yes, yeah, near to the, yes, sir, and then do a speed test. All right. Yes. Uh-huh. Uh-huh. Uh-huh. Hm. Uh-huh. Oh, yeah, my name is Josh, spelled as J-O-H-N, yes. No worries. You're most welcome, sir, and yeah, thank you so much for your time and cooperation.
67:00
Speaker 1
I'm glad that we're getting the proper speed. and uh, okay thanks and, uh, and, uh, okay. Bye-bye. okay bye-bye thank you okay
68:00
Speaker 2
just will. And yeah. Say yo. Hmm. Yeah. Thank you again for calling. Length sister. You have a great day. Bye for now.
68:00