V2 Rubric Detail — 882f1edc-7977-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:16
Duration
87m 9s
Contact
Patricia Wilson
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#TE00134348
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall53.6% (+17.6)

V2 Grader Summary

The agent performed reasonable mesh-specific troubleshooting and used appropriate tools but failed to complete critical ISP isolation steps per KB guidance. No resolution was achieved, no escalation was made despite warrant, and a callback commitment was broken. The customer experienced high effort with no closure, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports slow Wi-Fi speeds (~220 Mbps) in far rooms on a 5-node MX5500 mesh. Agent checked 5 GHz connection, RSSI, client/node steering, and firmware but did not verify ISP speed at the modem. Gave incorrect 'ncpa.org' command. Suggested turning off all nodes without clear procedure. No fix confirmed; agent scheduled callback.

Troubleshooting Steps
  • Verified speed test results on laptop and phone
  • Checked 5 GHz vs 2.4 GHz connection
  • Reviewed node RSSI levels in the Linksys app
  • Disabled client steering and node steering
  • Confirmed firmware was up-to-date
  • Attempted router UI access at http://myrouter.local
  • Requested network logs
  • Suggested full node power-cycle/reboot sequence
Key Observations
  • Agent did not follow standard ISP-modem-router isolation flow — no direct modem speed test performed (violates universal_speed_below_plan.md and universal_isp_speed_tiers.md).
  • Provided incorrect Windows command 'ncpa.org' instead of 'ncpa.cpl' at [68:00], which is a serious technical error per KB.
  • Suggested disabling guest access as a speed fix without evidence or KB support (contradicts universal_speed_performance.md).
  • Long hold time (8+ minutes) without explanation or progress update.
  • No definitive resolution; call ended with vague callback promise and no escalation path.
Positive Highlights
  • Acknowledged customer frustration and used empathetic language.
  • Correctly checked that devices were on 5 GHz band and reviewed RSSI values in the app.
  • Verified firmware was up-to-date before proceeding with advanced troubleshooting.
  • Attempted to access router UI at http://myrouter.local, which is correct per KB.
Agent Errors / Gaps
  • Failed to collect product model/serial number and warranty status (PROTOCOL miss).
  • Did not verify ISP speed directly at the modem (Step 1 in universal_speed_below_plan.md and universal_isp_speed_tiers.md).
  • Gave inaccurate Windows network command: 'ncpa.org' instead of 'ncpa.cpl' (transcript [68:00]; violates ACCURACY).
  • Suggested disabling guest access as a speed fix without evidence or KB justification (contradicts universal_speed_performance.md).
  • Did not confirm speed after each configuration change or reboot step.
  • Did not set a concrete escalation or follow-up timeline (callback was vague).
  • Incorrectly claimed laptop was connecting to parent node due to distance, when mesh should auto-steer to strongest node (violates velop_wifi_connectivity.md Step 6).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Issue not resolved; speed remained ~200 Mbps with no definitive fix or solution provided.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted multiple speed tests, checked 5GHz vs 2.4GHz, inspected RSSI, client/node steering, firmware, and requested logs — relevant and logically sequenced troubleshooting.
R3 Partially Met Correct resolution path conf 90%
Agent pursued best-effort mesh troubleshooting but suggested non-standard steps (turning off all nodes) without a clear resolution plan, and did not complete the isolation test.
Technical Accuracy
T1 Partially Met Technically accurate info conf 96%
Agent identified symptom (slow speed in part of house) and asked about band and speed test, but skipped ISP-direct modem test and basic WAN checks per KB Step 1.
T2 Met Appropriate tools / resources used conf 95%
Agent used Linksys app to check node signal (RSSI), firmware, client connections, and requested network logs — appropriate tools for mesh diagnostics.
T3 Met No misinformation conf 94%
Agent gave correct technical details (RSSI thresholds, client-steering, DFS off, firmware update) and no materially wrong instructions.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept call moving but placed customer on long holds, gave vague transitions, and promised a callback without clear hand-off.
C2 Partially Met Confirmed understanding conf 89%
Agent used several technical terms (client steering, node steering, DFS) without simplifying for the frustrated customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and did not transfer, but later put customer on hold and said they would call back, leaving the issue open.
O2 Not Met Proactive follow-through conf 97%
Agent promised a callback in '2–3 minutes' but never completed it — no follow-up occurred, leaving customer stranded with no next step.
O3 Met Closure confirmation conf 96%
Agent referenced a prior contact about a node that had gone offline, showing use of case history.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation was performed even though the issue remained unresolved after extensive troubleshooting — a warranted escalation per KB protocols.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized for the long hold and said 'I understand', but did not deeply acknowledge the customer’s frustration or history of repeat issues.
X2 Partially Met Tone & rapport conf 89%
Agent continued technical instructions despite customer’s irritated tone, without adjusting pace or simplifying language.
X3 Not Met Overall experience conf 95%
Customer was asked repeatedly to resend logs, turn off nodes, run multiple speed tests — high effort with little progress.
Call Transcript111 turns · 125 lines
Speaker 2
<start_of_audio>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.Linksyis.com for more information about your product.</end_of_audio>
00:00
Speaker 1
Yeah, this is Patricia Wilson. I've just called my optic, fiber internet provider. Because my internet speeds are too slow. They ran a test. and said that everything's fine.
06:00
Speaker 2
Thank you for calling links this is Epi, how can I help you?
06:00
Speaker 1
[ silence ] their IP address. And, um, so they told me to call y'all. I did, they did. I, hell, I don't know. They said everything was fine and just I don't know. It's Kinetic. It's Windstream. It's, um, fiber optic. It's like my download speed, um, was 228, and my upload speed is 207. And the same thing when I bring go ahead.
07:00
Speaker 2
okay, so you mentioned that you ran a test. How did they do that? Did they try to connect your computer? Sorry, go ahead. So how much, how much, how much, how much fee did you subscribe from them?
07:00
Speaker 1
How much what? Speed? A gigabye. Yep. I don't have their modem. I have a link sys modem. I have a Wi-Fi mesh system. Yeah. Uh yeah, where they come, where it comes in, only thing it does is provide the cord that plugs into my parent node.
08:00
Speaker 2
Do you happen to know? Speed? Yes. 1 gig? Okay, so if you connect the computer straight to their modem, how much speed you get. Yes, actually the one from, let's just, uh router, ma'am. Do you have a box from wind stream? Do you have any do you have any box connected from your
08:00
Speaker 1
No, it's just a chord. Right. Huh? Yeah. Right.
09:00
Speaker 2
Windstream to the link. Okay. Okay, okay. All right, ma'am. So I just to pulled up your record. This is Patricia Wilson, right? Okay. And your email address, maam is P. Wilson 704 gmail.com. Okay. So you have an MXYes. You have five nodes in total, right? Okay. So do you have a laptop right now, Ms. Patricia?
09:00
Speaker 1
I'm in the office because I'm prepared to go through this shit again. [silence] I am ready to start to go on. Okay. It's gone
10:00
Speaker 2
And are you connected right now to your linksys network? All right. Can we go to speedtest.net, please? And, uh, by the way, which network are you connected to? Are you connected to the 5 gigahertz network or to the 2.4?
10:00
Speaker 1
Okay, in here, this is the opposite end of the house where the internet comes in. The download speed is 655. Okay. And the upload speed, 73. That's good, but it's not pumping it up to the other side. It's 12 inches from my laptop. But but it is it -- this is a really long house. On the other end is where I pretty much stay and where my TV is and all that. That's where I'm getting the low speed.
11:00
Speaker 2
And how far are you from the parent node right now?
11:00
Speaker 1
well that's why i have the stupid links that i paid out through the nose for this system i mean i've had a lot of problems with it but there's something that's not working right well my laptop just a while ago like i said i ran the down speed you know it was uh the the the download speed was two 28.
12:00
Speaker 2
Yes, because actually with speed, ma'am, you really have to consider the distance, the wireless devices connected. Maybe you have several, multiple wireless devices connected. There could be some interference. So, okay. So are you only having some issues with the with your smart TV or all of your wireless devices are having problems with the speed?
12:00
Speaker 1
06 and the upload speed was 2.07. So, let's see, that would be, yeah, because I was on the other end of the house. Like I said, this is a long house. It's a big freaking house. That's why I have five nodes.
13:00
Speaker 2
yes, but right now when you ran a speed test, well, when you if you connect to your network, did you check if you're connected to the 5 gigahertz cause maybe you were connected to the 2.4 network ma'am. So if you're connected to the 2.4 band, you would really get a lower speed compared to the 5 gigahertz. So you really have to make sure you're connected to the 5 gigahertz.
13:00
Speaker 1
All right. I am- okay. On my phone, I was on the 2.4 uh五 gigahertz, but my laptop stays on the five gigahertz. Okay, I'll go back down to the other end of the house to my room.
14:00
Speaker 2
Okay. And right now when you ran a speed test on the laptop, it's pretty much okay, right? Because the speed was 600 Mbps. But again, you're close to the to the parent node. Can we try to move farther? And make sure you're connected to 5gh. Try to run a speed test. Yeah, definitely. The speed looks great right now.
14:00
Speaker 1
The other mode, uh, right here, is uh, there's a little wall there. probably only twenty five feet from my laptop Now something that far. Okay. Let's see here. Okay, speedtest.net Come on. Okay. We're gonna do this again. [silence] Okay, on this end of the house the download speed is 221.84. [silence] Upload speeds 196.76. Did you hear me?
15:00
Speaker 2
Yeah. And you're still connected to the 5 gigahertz, Ma'am, right? Did you separate the network names for the 2.4 and the 5 gigahertz. Okay. All right. Um, let me just check. Uh, the 6ih as well. Okay. All right. Um, yeah, there's also a need for us to check the uh the RSSI levels of each nodes. We need to make sure that you're also getting um excellent or very good uh signals from each nodes. Uh, [silence] these.
17:00
Speaker 1
Yeah. Of course. Yeah. It's open. Uh, the dressing room. Okay. On this floor I have where the internet comes in which is the furthest away from where I am right now. That's the parent node and then I have the uphaul. I don't know if you can see what I named them and that's connected to the router. It's getting full strength and then the dressing room one is the one closest to me. That's on the other end of the house and that's got like four signal strength is -65. [silence]
18:00
Speaker 2
Do you still have the Linksys app installed? Can we open up the Linksys app please?
18:00
Speaker 1
Okay, I don't know about that. Yeah. Okay. Negative. Did you did you say zero or what negative 60? What? Okay, well, yeah. Well, I got a negative 65 on the.
19:00
Speaker 2
O.K., let me just check the R-s-o-i basic level. O.K., you would be able to check the signal strength if you check each nodes, ma'am, on your app. If you click on each node, you would be able to check the signal strength. And for Linksys devices, um the the R-s-o-i level for excellent, um, that is 0 to negative 60 M VOLTS for good Excellent. Yes, ma'am. That's for excellent signal strength.
19:00
Speaker 1
The one that's closest usually works. Yeah, she should work, but anyway. That's the one that's given. I mean, that's the one that's new. Well, it does tell me that all it does is tell me the signal strength, like the one in the middle on this floor is negative 51. But it's got, you know, the whole fans lit up. So I know that one's good. And then the one down towards.
20:00
Speaker 2
Negative 65, that is uh uh good. Yeah. Try to check each of your nodes, if you're getting um, it should be above uh negative 2. Because uh we need to to get that negative 61 to negative 60 mark. And negative 61 to negative 70, okay? That's uh excellent to good, okay? Or from from good to excellent. So try to track each node.
20:00
Speaker 1
me is like I just said is negative 65 and the other one that's showing up is the downstairs and that one's a negative 40. So, um, I don't know what the hell of a ground problem. And then I have one on the third floor, but that doesn't show up and that happens sometimes. But I haven't been up there. I don't care about that one. I care about my end of the house where I do my work and watch TV. But it does say that the one that's close to me is connected to the downstairs mode, but that's getting full strength too. That's a negative 40.
21:00
Speaker 2
yes. Okay.
21:00
Speaker 1
[silence] Is there a speed test link in the lynx of that? OK. Well, my phone says I'm connected to the 5G, the settings app, but the links of that says I'm connected to the two-four. Um,
22:00
Speaker 2
okay, um, hold on, let me just verify this. so, uh, on your phone, if you try to run a speed test, uh, are you getting the same speed with the laptop? yes, you may actually use that speed check. there's a speed check on the app. yes.
22:00
Speaker 1
try to [silence]. How do I change it? How do I change the in the Linksys app to the 5G? Uh-huh. Okay. Okay, well, how do we fix it? Okay, I can run a speed test on my phone, but like I said, it's on the app on my phone that says I'm connected to the two.
23:00
Speaker 2
you cannot actually change that now. The app will automatically see the devices. So, maybe it's a glitch on the app. It will change from time to time. So, it could be a cache or something. So, you may check, you may run a speed test on your phone.
23:00
Speaker 1
Okay, okay, here's speed check. I'm going to do that now. And the, um, app said, do you want me to test with Cloudfare or test with fast.com? or does it matter? Okay. Mm. Yeah, it says your internet speed is 2280 Mbps.
24:00
Speaker 2
but but if you go to the Wi-Fi it says five. Okay, that's fine. That's fine. We'll just have to run a speed test. Uh, test with fast. So you're you're on the same location where you have the uh the laptop, right?
24:00
Speaker 1
Yeah, I guess that's a download because the upload speed, it says it's 130. I mean, I have fiber optic, what the hell. This is retarded. [silence] Okay. Okay I'm sending network logs. Please shoot it. I tried to type and slow it in. More like anyway. You're getting it. It's sending. All right. I'm seeing it. Do you want me to turn on the diagnostic information for the contribution?
25:00
Speaker 2
and go to network administration, and look for diagnostics, [silence]
26:00
Speaker 1
Okay. All right. Feet down now.
27:00
Speaker 2
Yes, please. Okay, let me just check it here. [silence] I'm still checking it here ma'am okay just please bear with me
27:00
Speaker 1
So
30:00
Speaker 2
Can you please send the logs again? Cuz I don't know why it's not showing up here. [silence]
30:00
Speaker 1
it does say on the app that the uh that that node is connected to the 2.4 gigahertz. everything else that it's showing is like 5 G Android mobile 5 G. [silence]
31:00
Speaker 2
Okay, I'm refreshing my system here. Okay. Okay, I'm able to view the, uh, your back haul topology ma'am and yes, the, the RSSI levels are, are, are okay. Um, they're from excellent to good and, yeah, it says here that you have four nodes.
31:00
Speaker 1
That means the one up stairs isn't showing up or it's not working or something. I should I should go up there and look. Let's see.
35:00
Speaker 2
it only has detected four nodes. yeah the four children nodes. so, right now, you're running the speed test from the laptop, right? and is that
35:00
Speaker 1
yeah, I don't know. I don't know. I mean, it should that's the closest node and the one upstairs is on and the white light's on. that's on the third floor, the one you said's not showing up. so I don't know what the he I called once they said, well, if the white light's on, it's working. all right. but it doesn't show up on the app. [silence]
36:00
Speaker 2
Yes. Yeah, because currently showing up here that you have 13 wireless devices connected and uh, [silence].
36:00
Speaker 1
Oh, my laptop, let me see here. Should be able to tell you. It's an LG. I just - yeah. I just, I just, turned it down, like it connected to five G.
37:00
Speaker 2
I'm actually looking for your laptop. In which node is it connected? LG? Oh, you shut it down. Okay, that's why I can't see it.
37:00
Speaker 1
My phone's connected to that. My watch is, well, watch this is 5G. And then the... M P R. I guess the one to point four. Okay. Read up haul. It says that up haul. I guess that's my laptop. I can tell it, which one to connect. Okay, now my laptop is connected to the. There it is. Sure. Um. Okay.
38:00
Speaker 2
[silence] Okay, make sure the the the laptop is connected online to 5 gigahertz. Let me And can you send the the network logs again, ma'am? I tried to close close the app and reopen it. It it may take it it may take time to refresh so
39:00
Speaker 1
still says that it's connected to the 2.4 on the app okay so now i need to go to network administration diagnostics send network logs sending report [silence] There's a still soon That's still circling [silence] There's a still soon
40:00
Speaker 2
okay. Let me just check it again here. Oh, it's still sending. Okay. [silence]
41:00
Speaker 1
geez still circling yeah I'm on here I vet ac milton
42:00
Speaker 2
while waiting for that ma'am. Can we go to your laptop please? Okay, then open up, open up a browser. And then on the address bar type in http colon slash slash myrouter.local.
42:00
Speaker 1
[silence] Okay, do I need to be near the uh parent modem? Okay, um myrouter.local. Okay, all it did was bring up a Google page with links to support and laptop about son kind of stuff. [silence] Okay, it's bringing up the right page.
43:00
Speaker 2
No, it's all right. It's okay. Yes, ma'am. Then press enter? [silence]
43:00
Speaker 1
I've done this before, and it's still sending the report, something's wrong, router, [silence] access router. Router password. Okay. Well. I'll need to work on that.
44:00
Speaker 2
Let me try if I can get the logs now. Okay. Did you happen to change the router password ma'am? Can we type that in? [silence]
44:00
Speaker 1
Okay, that's working. Report still sending. I think I should probably try to do that again or something. I don't know. All right. I'm in the smart Wi-Fi tools. It is. [silence]
45:00
Speaker 2
Okay. So, you're now on the link to smart Wi-Fi tools. All right. So, ma'am, can we click on priority? And is that turned off? [silence]
45:00
Speaker 1
still sending the damn report. Okay. Oh. My laptop is five gigahertz, but I have other LG things. I have LG uh washer and dryer, so that might be what it's picking up cause cause mine, um, that should be my laptop should be named red. I think it's red. Cause it's red. Yeah. Mhm. Uh-huh. Okay. I can do that. [silence]
46:00
Speaker 2
shows 2.4 gigahertz. It's connected to 2.4. Oh, yes, okay. Could be. Red. Okay. Yeah. It says here Red 5 gigahertz. Yes, and the the signal is negative 58, so that's excellent. So, right now, if you ran a speed test on the laptop.
47:00
Speaker 1
speed test. Um, let's see, speed test. I'm doing it through the Linksys Wi-Fi thing. And I'm gonna shut the stupid send and report thing down. Now, I was just trying to get out of it on my phone because it was stuck, you know. All right. So on the laptop and the Wi-Fi smart Linksys, which one do you want me to test with, the fast.com or the Cloudfare? Okay. Okay. Let's test you. [silence]
48:00
Speaker 2
use the browser ma'am let's try the browser instead. just go to speedtest.net just open up another browser open up another window and go to speedtest.net.
48:00
Speaker 1
Okay, download speed is 232.10. upload is 207.6. Yes, ma'am. Okay.
49:00
Speaker 2
Okay, can we go back to the to the link to Linksys Smart Wi-Fi page?
49:00
Speaker 1
This is Wai side page. Okay. Yeah, I just clicked on it. Okay. Go to events, right events. All right. Okay, client steering is on.
50:00
Speaker 2
Okay, can we click on C.A.? Do you see C.A. down at the bottom right? Okay, please click on it and then go to Wi-Fi setting. Then go to advanced. Can you check if that client steering and node steering is turned off?
50:00
Speaker 1
The node steering, that's on 2. Dynamic frequency selection is off. Mm-hm.
51:00
Speaker 2
What about the notes during? Okay, the DFS is off. Yes, we need to make sure that's turned off.
51:00
Speaker 1
All right. Okay, so I did.
52:00
Speaker 2
All right. OK. Um, Ma'am can we turn off um both client steering and node steering please? Is this is just one of our workarounds especially if you're uh having issues with the speed so we'll just have to turn that off. Please just disable both. Click apply and then okay. All right. And uh can we go to troubleshooting?
52:00
Speaker 1
Now, OK, it's it's pulling it up. All right, it's up. It says nodes up to date. Automatic is checked. Do you want me to click on check for updates?
53:00
Speaker 2
Oh, sorry, sorry. Let's just go to connectivity first. Okay. Now, can you check if the firmware is updated? If the nodes are all updated now? What did it say there? Yes, can we can we do that please? Yeah. Is that working for you? Yeah. That's fine. All right, we'll go. We'll go. Do on hold. No, it's on hold.
53:00
Speaker 1
[silence]
54:00
Speaker 2
Okay. All right. So, ma'am, can we try to, can we try to run the speed test again? Speedtest.net. Yes.
54:00
Speaker 1
Okay, the download is 227.59. I think I've gotten like over 500 before.
55:00
Speaker 2
Okay, so it didn't make any difference. All right. What we actually do ma'am is since right now the firmware is already updated, okay, and before were you getting like how much speed you get if you're if you're from that location? from that specific [silence] Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence].
55:00
Speaker 1
Yeah. Certainly hadn't been this low. I mean that's what—I've paid—I mean this whole freaking thing says—6,200. Well I got $750 in it. Used to work a lot better. [silence]
56:00
Speaker 2
Yes. Yes, I understand, yeah. Is uh, yeah, if, yeah. Um, we, we need to consider also ma'am, okay? Even though, yeah, it says there on, on its marketing on the uh, on the uh, on the product itself that it's, yeah you should be getting this speed or something like that, but we have to consider a lot of things, like, number of wireless devices connected, if the devices are uh streaming videos, because that will really um affect bandwidth and uh, um the distance, okay? Yeah, right now, so we're,
56:00
Speaker 1
I mean, the TV's not even on. The TV's not on. The only thing that's on is my laptop and my phone. And I just did the speed test through the, um-linksys Linksys Smart Wi-Fi app. And the download is 171 and the upload's 157. I don't know if it's that node, but I don't know.
57:00
Speaker 2
Yeah. We're getting 200 mbps, but um, maybe there's there are devices currently downloading or streaming, something like that. So, that would affect the connection coming from your your internet provider is uh, you have one gig and all of those devices will um get those uh, get that speed. okay okay Ms. Wilson let me just have this checked ma'am can I put you on hold for about three to four minutes okay just hold on Hello man. Yes, hi. Thank you so much for patiently waiting. I really do apologize for that very long hold because I had to um, I had to track this one with my colleagues.
57:00
Speaker 1
windows 11. Mm-hmm. Okay do you want me to back out of this or keep it up? Mm-hmm. Oh yeah. [silence] Okay. Uh-huh.
67:00
Speaker 2
with my immediate superior. So, all right, here's the thing. Um, we, uh, let me just check the link speed on your laptop now, okay, uh, just to verify the, uh, the link speed. Can we... is your computer running on Windows XP? It's Windows 11. Okay. All right. Now, can we click on the search, um, search option at the, uh, bottom? Right beside the Windows logo. Uh-huh. Uh, just minimize that. Oh, by the way, um, from that linksys page, Okay, I'm sorry. Can we open up, I just need to check something. From that linksys page, okay. Can we look for the guest access? Is it currently turned off right now?
67:00
Speaker 1
No, it's, um. Uh, yeah, for now, until we figure out what the hell's wrong with it. Um, okay, it's shutting down, it's waiting, it's working. All right, it's off. Parental controls are off. Okay, so go to the Windows thing and do what? [ silence ]
68:00
Speaker 2
it's disabled, oh. I see. Can we turn it off, please, because the guest access will also affect the speed. It's also one of our workaround. Would that be okay? Okay. Okay. On the search option, kindly type in ncpa. That's N for Nancy. C for Charlie. P for Peter. A for Apple. Ncpa.org.
68:00
Speaker 1
So it's NCPA.cpl, command. OK. All right. Oh, yes. I just thought, hey. I don't think I did something right. All right.
69:00
Speaker 2
The C.P.L. B for Charlie B for Peter L 4 Lima. all right okay now do you see there the the the network connection kindly look for a Wi-Fi okay did you click on search down at the bottom just right beside the Windows logo
69:00
Speaker 1
Lads, in the. Uh huh. Okay. And it, uh, you can. Network connections, Bluetooth, McAfee, which have X's on them. Um, Wifi, wifi, yes. Okay. [silence]
70:00
Speaker 2
[silence] ncpa.cpl Charlie, Peter, Larry. ncpa.cpl [silence] okay, do you see Wi-Fi? okay. Please right click on the Wi-Fi then go to status. Okay. And now under status, what is the speed there, Ma'am?
70:00
Speaker 1
this says seven 21 5 slash 5 40. yes ma'am. sure. do you want to. this time I'm going to do it in the Bing browser.
71:00
Speaker 2
Did it say something about F. 721 slash 540 and B P S. Okay. All right. Now, this time can we ran a speed test again? Go to speedtest.net.
71:00
Speaker 1
download speeds 211 uploads 209 sure
72:00
Speaker 2
Can you please send me the network logs again, ma'am?
72:00
Speaker 1
Yeah, I just uh app. I just uh app and it restarted it. Uh-huh. Yeah. Uh-huh. Uh-huh. Okay. Yeah. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Yeah. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Yeah, for, uh, it says sending report. Uh-huh. see it? see it? did you get it? [silence] well, I don't understand why the other node doesn't show up. one upstairs and the light's white. [silence]
73:00
Speaker 2
Okay, it's still... I'm still getting the network log, ma'am. It's still trying to load.
75:00
Speaker 1
Yeah. I'm looking for downer and red chairs as we speak.
77:00
Speaker 2
you see that my laptop is still connected to your network. Okay.
77:00
Speaker 1
OK. well I could run a speed pass off my phone, right? maybe I should do that.
78:00
Speaker 2
It seems that your laptop here is connected to the, to your parent node. It is actually connecting to the parent node, not to one of the child nodes. Probably that's the reason why here, this, uh, that's why you're only getting. Try to run a speed test on your phone. Well, we can actually probably do here, Miss wilson, because we've already checked all the settings on your, um, on your router, okay? And everything is actually in good shape, okay? Um, now what we, what we're gonna do, is, yeah, I see right here that your, your laptop is connecting to the parent node. And you're far from it. That, that could be the reason why you're only getting 200 mbps of speed. So, what we can do probably here is to, um, turn off, okay? Uh, just for further isolation, we can turn off all the nodes. And then, um, we will connect
78:00
Speaker 1
uh... Okay, I can't do the speak use speedtest.net on my phone because on my iPhone because it keeps wanting me to download the stupid app. [silence] Okay, I'll do that. Um, I'm going to test with test with fast.com.
80:00
Speaker 2
to each nodes and check from there where the problem coming from. So, we will, if it's okay with you, okay, we need to turn off all the nodes. Right now, all of your wireless devices will get disconnected since we we need to turn them all off. Oh, I see. Well, you can run a speed test using the lynx app if you see their
80:00
Speaker 1
going says my internet speed 230. show more info. says your internet speed is 230 MBPS upload speed is 150MB. oh this one doesn't make sense. let's test with cloudflare. [silence] Okay, this says on my phone the download speed is 210 and the upload is 136.
81:00
Speaker 2
Okay. All right. Yeah. So, yeah. So, what we can suggest, ma'am, to do here is to find which node is really having issues, okay?
82:00
Speaker 1
The office is right here. Office, dressing room. It's connected to the dressing room. And that's got a low signal. I think it's that node. I had to call y'all about a week ago, two weeks ago, because that node went out and I couldn't get it to come back on. I mean, it just kept having a solid blue light. Anyway, so then we got it so it was.
83:00
Speaker 2
Uh, as I've seen here on the, uh, on the network logs and the sys info that you've sent me, your laptop, um, not sure where the phone here, let me just find the phone. What's the name of your phone, ma'am?
83:00
Speaker 1
connect but i think something's wrong with that node better
84:00
Speaker 2
Okay, would it be, would it be possible for us to, turn off, um, each of your nodes and uh turn it back on. okay. We will try, um, to connect the laptop to each node and ran a speed test. Because we will find from there where um which node is having problem. Because right now, probably there's a need for us to do a uh sequence reboot Ma'am, like from turn off everything and turn on the main node first. Then once it's uh up and running, you turn on the the first child node. Because right now the devices are are, [silence]
84:00
Speaker 1
Okay, with, which one do you want, do you want me to go turn them all off? Or, or what, what do you want, what do you want me to do right now? Okay. Wait for the parents to leave.
85:00
Speaker 2
actually not connecting to the uh to the best uh no yes we need to turn them uh all off okay and uh yeah um turn off the uh the child nodes first okay um but he was so sorry about this um yeah um [silence] Yeah, cause I'm having issues with my computer here. Would it be okay if I'll call you back around two to three minutes? Because I need to transfer stations. Yeah, just hold on. Yeah, just please wait for my call back. And let me verify your number again. 704-615-5065, correct? Okay. All right. Yes. Just please wait for my call, ma'am. Yes. All right. Thank you. Bye for now. Uh, hello. Miss Wilson. I'm waiting for you to hang. [silence] Yeah.
85:00