V2 Rubric Detail — 8a98faa2-76e4-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 13:38
Duration
74m 36s
Contact
Natalie Dejonge
Issue Type
—
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#TE00135767
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Weak Signals_LN1400
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution3.12/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall68.4% (+48.4)

V2 Grader Summary

The agent performed thorough troubleshooting (factory reset, web UI checks, speed tests, channel finder) but could not resolve the wired‑backhaul issue, so they escalated to Level‑2 with a clear ticket and callback window. Technical steps were mostly accurate, though terminology errors occurred (e.g., 'backflow' instead of 'backhaul') and KB-aligned Ethernet backhaul verification was missed. Communication showed empathy but limited adaptation to the customer's language needs.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The wired backhaul issue was not resolved; the child node continued to drop wired connection and revert to wireless despite troubleshooting.
R2 Met Diagnostic thoroughness conf 95%
Agent performed factory reset, used web UI to attempt wired child setup, ran speed tests, checked diagnostics, and used channel finder — all relevant, sequential steps.
R3 Met Correct resolution path conf 95%
After extensive troubleshooting, agent correctly chose to open a Level‑2 ticket and set a callback window, recognizing limits of L1 support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (flashing red, wired connection dropping) and asked about distance and cables, but did not isolate root cause (e.g., backhaul type, firmware, or hardware fault).
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used web UI and speed tests, but failed to verify the specific LAN-to-LAN port requirement for Ethernet backhaul as specified in universal_mesh_backhaul.md.
T3 Partially Met No misinformation conf 90%
Agent used the non-existent term 'backflow' instead of 'backhaul' and failed to provide the specific KB instruction that Ethernet backhaul must connect from a LAN port on the parent to a LAN port on the child.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the call and maintained control, but multiple long silences, repeated holds, and unclear transitions disrupted flow.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms without simplification; customer used mixed languages and needed clarification, but agent did not adapt terminology or confirm understanding consistently.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed multiple troubleshooting steps, and initiated escalation without transferring prematurely.
O2 Met Proactive follow-through conf 95%
Agent set a clear callback: Monday 11:00–13:00 to son’s number, provided ticket LTS-00135767, and confirmed details.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent escalated after reasonable L1 work, recognizing the issue required higher‑level support.
E2 Met Escalation prep & handoff conf 95%
Agent supplied the correct ticket number (LTS‑00135767) and clearly communicated the callback schedule.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent thanked the customer for patience, apologized for the long hold, and remained courteous throughout.
X2 Partially Met Tone & rapport conf 80%
Agent did not noticeably adjust tone or language to match the customer’s mixed‑language, accented speech.
X3 Partially Met Overall experience conf 80%
Customer had to repeat information and endure multiple holds; some steps could have been streamlined.
Call Transcript108 turns · 114 lines
Speaker 1
Hello, my name is Emily, and next to me is my son, Yan. We have a three Linksys hubs and the problem is we have installed them but with a cable, but we tried to do it over cable because the signal is quite weak because we have large walls. However, it only connects by internet and not via cable. Yeah. Hello.[silence]
00:00
Speaker 2
Welcome to links is support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling LinkSys. My name is Vin. [silence] How can I help you today? [silence] You're currently experiencing weak signals?
00:00
Speaker 1
No, we have a problem with connecting the child nodes to the parent nodes. The child nodes are in the rooms and, um, when we place them next to the parent node, they connect via cable. However, if we connect them via cable to the rooms where they're -- the designated rooms where they need to be, they won't connect via cable. And we have checked the cables. Those are okay. They are working with every test or device I had, except for the child nodes. And if both nodes, because they only connect with -- they connect -- with the radius network and not via cable.
01:00
Speaker 2
child nodes right now as well? I see. And what are the lights on those child nodes?
01:00
Speaker 1
do connect, but just not via the wire. And you can see that in the speeds as well. um... yes. yes. The signal is weak. That's why we want to connect them with the cable. because we can see that then it's strong. and sometimes it ha- it works, but then it goes back to wireless. The WAN port is being used. The yellow 10 gigabyte ports, which is, yeah, used for the WAN applications.
02:00
Speaker 2
But right now, they're currently on a solid white light, and they're connected. Is that correct? Mm-hmm . I see. And when they're on their respective spots or respective rooms on the - on those child nodes, is the Ethernet port being used, the one that says Internet port? All right. And where are the other Ethernet cables connected? Is it not - are they just left dangling or just left - ? And where are the other devices connected? Mm-hmm . I see.
02:00
Speaker 1
It's directly to the parent node. If you connect them directly to the modem, they will connect. The cable does work, but it becomes apparent, a parent node, and we don't want it to become a parent node. It's from then and then. Ten meters. We have a with the cable. Yeah. But we have quite thick concrete walls where the signal doesn't pass great. It does process, but it doesn't work as well as we intend. And we are it's really unreliable and the speeds are quite slow. That's why we want to have
03:00
Speaker 2
All right, how far exactly uh do the child nodes are from the parent node? from the room, as well? Mhm.
03:00
Speaker 1
Yes. That's correct. almost almost always it's like it works. it works for 10 seconds when you reset it and it immediately turns back to wireless.
04:00
Speaker 2
I'm sorry, once again, is it around 10 m far away from the parent node to the room? All right. And right now the main issue is that the signal's are rather weak, and most of the time it turns or goes back to Wi-Fi instead of a wired connection. Mhm. Mhm. All right. If that's the case, you might try factory resetting that child node and setting it back up all over again, but instead of moving it directly afterwards, try wiring it next to the parent node and see if it stays as a wired child node for at least three to five minutes. If it stays
04:00
Speaker 1
via cable. Okay.
05:00
Speaker 2
Alright, if that's the case, I'll put the call on hold for three to five minutes to also double check on my end.
05:00
Speaker 1
Hello. It is our first time calling. Natalie De Young. Yeah. M-A-T-T-A-L-E-A. D-E
08:00
Speaker 2
Thank you so much for patiently waiting. Are you still on the other side of the line? Hi there. All right, before anything else, may I ask, is this your first time calling as well? All right. Since this is your first time calling, I'll just have to gather some quick few information so I can create a case here in our end. Can I have your first and last name? If I tried it with you, can you spell it out for me? Was it N-A-T-A-L-I-E?
08:00
Speaker 1
YouG.O.N.GE這個名字全部拼在一起一開始我們不知道要問這是有什麼意思a你是用你的e-m...我電郵用VD還是這種оныили離開了呢我
09:00
Speaker 2
of the email address? Mm-hmm. Mm-hmm. The at symbol. All right. Thank you so much. And the phone number you're currently calling, it starts with +31 and the number is 6 2 4 5 4 0 2 72.
09:00
Speaker 1
correct. sorry, under the parent note are all the same model. just a second, um shima. we'll under it cost you the scenario, where I am just a second we have to look it up, I think it's under the serial number six four A one zero M two five E zero zero nine nine
10:00
Speaker 2
What's the serial number of the Linksys device as well? Are they all the same models, just to confirm? All right, you can just provide me the parallel, note. What was the two first numbers again?
10:00
Speaker 1
is 6 and a 4. Yes, it's an Aleph uh 7 pro 10 gig wide model. They're all the same. Uh ESP is uh Delta. Delta Intax. Yes. Correct them mobile app of Linksys.
11:00
Speaker 2
6464A like Alpha one zero M like Mary 25 E like Echo triple zero nine nine. That's correct? Lastly, may I know your ISP? [silence] Delta. All right. Right now as you mentioned the child nodes are within their respective rooms, is that correct? And what way did you try to add those child nodes as well? Was it on a laptop, computer, or through an app? All right. We're going to try adding the child node instead on a web interface. We're just going to factory reset the [silence].
11:00
Speaker 1
He's going to get him and I think we need a laptop or yes we're we are getting him and also the laptop am I have to factory reset
12:00
Speaker 2
set one child node. Do you have a laptop currently available to you? Yes, we need a laptop. So in the meantime as well, can you bring the child node near the parent node? Just one child node. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 1
yeah would you like a soft reset or a hardware reset? okay okay snow stop gonna get let it has to be white before it's flashing it's blue flashing that needs to be a solid white if i if i think correctly
13:00
Speaker 2
turn off the child node near the parent node and let's wait for it to reboot successfully first. it's done successfully but we need to do a hard factory reset but we need the unit to reboot first. What's the light on the child node? Alright. Make sure that your laptop is connected right now to the Wi-Fi. [silence]
13:00
Speaker 1
Yeah. If it's connected to the Wi-Fi and it's in the Linksys portal of Linksys Smart Wi-Fi. It's solid white. Okay. It's out. It's red. It's flashing red. Yeah. Then we can release the reset button if it's completely out and flashing blue.
14:00
Speaker 2
All right. Let's just wait for the child node to turn to solid white. Then proceed with a hard factory reset. [silence] To perform a factory reset, just hold the reset button until the light completely goes out. Yes, the light will completely go out and turns back to a solid blue. Yes. Yes. [silence]
14:00
Speaker 1
It is flashing blue again. We're rebooting. [silence] It needs to be a solid blue or flashing blue?
15:00
Speaker 2
a solid blue. While waiting for the child note to boot up, On your Linksys web interface, scroll down at the very bottom, where you
15:00
Speaker 1
yes. yeah. sounds right. C A. Mike. yes. yeah. it's solid blue.
16:00
Speaker 2
[KEEP_UNCERTAIN] You can see a tiny text that says CA, click on CA once you're in CA. go to connectivity. and connectivity, there's an option called CA router setup or velop setup at the very end of those tab. what's the light right now on the child node as well? all right. make sure that the child node is wired to the parent node right now. Now that it's wired, click on the option that says CA. [silence]
16:00
Speaker 1
I have clicked on it would you like me to apply. [silence] no. it's not working. [silence] it's blocked out would you like me to done up having child notes first. [silence] the parent node is
17:00
Speaker 2
Now, just simply click on it. Double check if the lights on the node started flashing. [silence] Try clicking that add wired child node again. [silence] Double check if there's any flashing lights at the moment. Is the parent node flashing?
17:00
Speaker 1
is solid white a solid blue nothing happens yes now we're in the main
18:00
Speaker 2
And what about the child node as well? All right, try clicking "Add Wireless Child Node." When you click on "Add Wireless Child Node," what will happen? All right, can you try clicking "Done adding child nodes," click on "Apply," and click on "Okay." Once you click on "Okay,"
18:00
Speaker 1
[silence] what color does it need to diff oriented in area?
19:00
Speaker 2
try going back to the connectivity page and to the CA router setup again and try to see if you can add it as a wired child node one more time. Now, keep on observing to see if that flashing white light finishes. It usually takes around three to five minutes. A solid white light indicates it's successfully added. Flashing white means it's trying to pair up.
19:00
Speaker 1
Thanks. If, Look, I'll make, um, it's now not flashing anymore. It's white. yeah. yes. Okay, done. Adding child notes. Okay, I clicked and then.
20:00
Speaker 2
Solid white, is that correct? All right. Once it's done, are you still on the connectivity page? Try clicking on done adding child nodes, click on apply and click on okay.
20:00
Speaker 1
Okay, but then, uh, doesn't need to be via the app or can it also be via the device list and links this. It says it has the icon of wires. Uh wires. So we need to go through the wrong and we'll also take the laptop with us. Uh,
21:00
Speaker 2
click on apply and click on okay. [silence] What are you using to monitor a wired connection? [silence] Where you looking at it on through the app to see if the child node was wired? [silence]. it should show up on the device list if it's either wired or wireless. [silence] Can you double check? [silence] All right. [silence] Now try moving the child node back to its original position or the original room and wire it there. Let's double check and monitor to see if it shows up as a wired connection there. [silence] Just unpacking.
21:00
Speaker 1
Yes. Okay. It's connected and is starting up.
22:00
Speaker 2
All right, let's just wait for it to turn to a solid white light. And then once it's on a solid white light, double check if your device list detects it as a wired child now. [silence]
23:00
Speaker 1
is and just to invite. Just turn to work and it shows up. Yes, it shows up as connected here.
24:00
Speaker 2
What's the light on the child node? [silence] Solid white. [silence] Is that correct?
24:00
Speaker 1
water. Okay. go to connectivity and then details. Oh yeah, I the node is 1.0.14, . .21, 698 [silence]
25:00
Speaker 2
Wired. All right. Can you monitor it for two minutes straight. Let's double check if it stays as a wired child node. So, in the meantime, can you go to connectivity one more time and let's just go to the basic uh tab. Are you now in the, on the basic page, which is the very first tab right now? Is there on those two small boxes that says details? Yes, details. There's a firmware version. What's the current firmware version? Thank you so much. Does that
25:00
Speaker 1
It says it is up to date. It does remain as a wire, not a child knows. Yes. However, the speeds are slower than it was a few yeah a few moments ago when we when it was wireless.
26:00
Speaker 2
It currently say that it's an up to date firmware. Thank you. All right, go back to the device list. Can you double-check if the child node remains as a wired child node? Perfect. Right now, there's a possibility that the unit, in terms of how it was set up, changes how it interacts with the wired connection. Since we now did it on the web interface, it now gives you an idea that it remains wired through the web interface rather than just using the app. Can you try doing the speed test one more time?
26:00
Speaker 1
Yup. and it's still slower. we have a one gigabit internet. 0.1 I have done on multiple sources, fast's calm and Okula, the speed test. I have tried it at fast.com and it's 0.1 but 0.11 I feel like.
27:00
Speaker 2
What's the subscription that you have? And what's the speed to your result? [silence] May I ask where did you do the speed test? Can you try fast.com and what's the result on fast.com?
27:00
Speaker 1
It doesn't open YouTube as fast as it should. It also loads up quite slow. Takes one or two seconds. And it shows everything as connected wired with a wire instead of like Wi-Fi. That's fine by me.
28:00
Speaker 2
I would like to test opening YouTube. when a video is played, is it streaming fine without buffering? [silence] All right. thank you. while I do that I'll just put you on hold for three to five minutes to double check everything with about the network right now.
28:00
Speaker 1
You're welcome. Yes. It is [silence]
34:00
Speaker 2
All right. Thank you so much for patiently waiting and I do apologize for the long hold. Since you're still on the web interface, can you go to the troubleshooting page? On the troubleshooting page, go to diagnostics.
34:00
Speaker 1
loading. Now it, the diagnostics is loading. Can't access your index to my by the way. And I, I reloaded the page. I'm in troubleshooting, diagnostics. Yes. Uh, yeah. Yes. Yes.
35:00
Speaker 2
... there should be an option to share the router info with Linksys. Can you click on that one? Is it currently asking for an optional email? Can you try typing in there router info @linksys.com?
35:00
Speaker 1
Yes. And then send my info. It has been sent. Yeah. It's open. I can... right...
36:00
Speaker 2
All right. Tell me if you're done sending the notes. I'm sorry, the info? All right. Can you open your app real quick? On your Linksys app, can you perform channel finder? It's available on Wi-Fi settings and on advanced Wi-Fi settings.
36:00
Speaker 1
Yeah, General Finner. It's scanning. did you see that yeah I was all the way
37:00
Speaker 2
All right, since you're currently doing the tests on. We're a wire a wireless try doing the channel finder. Let's wait until the channel finder is done. Ah, look at that of interference. Look at that disappointing interference on channel 36. All right. Can you go to your
37:00
Speaker 1
Um, [silence] it has disconnected from the internet with [silence] I'm, [silence] roud and offline. [silence]
41:00
Speaker 2
maybe the channel finder that should've improved your Wi-Fi connection or at least done some minor changes. Are you still on the troubleshooting page on the laptop [silence]
41:00
Speaker 1
Yeah, I'm on the troubleshooting page. Yes. Report. Yeah, but the router has disconnected, or router is not currently available. Now it does seem to be, connected. That's really, not on a great sick. Oh, there, there. The router is flashing ramp. [ silence ]
42:00
Speaker 2
Go to Status. I'm sorry. Since you're in Status, click on Report. On Report, scroll down at the very bottom where you can see some tables. Tell me if you're at the, uh, can you see the tables? When you mentioned about the router not available, are you not able to see some information?
42:00
Speaker 1
child notes and now it's why again now Yeah. I have the, tables. No, it's in 2.5 gigabits. There's none and no, there is nothing in the in the - from the right side, you have port internet on 2.5 gigabit per second. We don't have a one or two 5 gigabit per second. Yeah, there is one X on the 2.5 gigabits.
43:00
Speaker 2
[KEEP_UNCERTAIN] All right. Are all the X marks right now all in 1 gigabit gi gigabit? And that's on the second and that's on the right side, is that correct? [silence] All right, thank you so much for that one. And all X marks points on the 2.5 gigabit. [silence] All right, thank you.
43:00
Speaker 1
yes for the internet connection 62.238.143.54 yes
44:00
Speaker 2
and it was 162.238.143.254.
44:00
Speaker 1
chisinfa begin i yeah it does not load yes not loading all right
45:00
Speaker 2
hit all in one word, cgi Charlie George Indigo. okay, enter. Tell me, where will you take you afterwards? currently not loading.
45:00
Speaker 1
Which page? It just doesn't load, as in, it doesn't connect. Yes, but it's in brid mode. And when I'm at the third note, it does provide the full speed. [silence]
46:00
Speaker 2
Alright. Try refreshing the page to make sure. Can I confirm is your modem, provided by Delta, is it a combination of a router and a modem or a gateway? All right. Thank you so much.
46:00
Speaker 1
it's loading connectivity. I mean connectivity. [silence] yes. But when you, it's loading connectivity. I mean connectivity. [silence] yes, it's. [silence]
47:00
Speaker 2
All right, can you go back to the Linksys page? This time, let's go back to the connectivity page. Tell me if you're in the connectivity page. [silence] So you're currently in troubleshooting. Just exit the troubleshooting by either clicking the x on the top right or clicking on OK. [silence]
47:00
Speaker 1
Yeah. 192.168.1.1. And now it's just username, password, login. Yeah. Now I'm, I logged in. it shows a generated page somewhere. Build a, product site, the Linux version.
48:00
Speaker 2
go to local network. On local network, what's the IP address? [silence] All right, that's the same IP address [silence] 192.168.1.1, try it instead [silence] with the /istinfo.cgi. [silence] Is it asking for a username and password? Is that correct?
48:00
Speaker 1
Yes. Yeah. I mean. Yeah. It shows you Woo data at the setting. Oh, yeah. I have eight search results. I'll have to copy all of them. Under cognitive mesh information or under the lock parent B H reports, lock parent B H O or B H reports and then note Mac, Mac Eddric. parent IP. [silence]
49:00
Speaker 2
Yes. We'll be sending you an email, so please reply to that email and attach the report there. [silence]
51:00
Speaker 1
I have not received an Email yet. Did you say an Letter? E-A-N-T-E-R-M from mom. It's M like mom, not November, it's I, from internet.
52:00
Speaker 2
All right. Let me quickly double-check it here. Tell me if you'll be able to receive the email afterwards. [silence] All right. a new email has been sent. Were you able to receive it? [silence] [silence]
53:00
Speaker 1
Is it possible that we sent you an email because I haven't received. Oh, I have received. I'm sorry. I have received it. And I have sent it as well. Um,
54:00
Speaker 2
[silence] Yes, we're currently just double-checking the information. Please, uh, hold on. All right. Thank you so much for patiently waiting. All right. Let's try to do some minor isolation. Can you turn off your child nodes real quick and we're just going to be use your parent node to test if this speed really does match up with the speed test.
54:00
Speaker 1
it is all welcome to my parents home yes uh-huh well i right now i've my phone with me and i can speed test it gives uh two gigabytes which is way more than we even pay for which is fun which is on the p note yeah 1.8 gigabytes per second on fast walk
58:00
Speaker 2
Are both your child nodes turned off? All right. Now on, just using your parent node, are you able to wire your laptop directly to the parent node as well? Mm-hmm. All right. On your phone, try doing the speed test. It can either be on Ucla or fast.com. And that's just on the parent node, is that correct? All right. So, according to the backhaul report, according to the backhaul report that you have provided to us, it shows here
58:00
Speaker 1
We have one we have uh one shell node set up right now. The other one is not in our house right now we have moved it somewhere else and turned off or it's connected to a different network. Does we need it. Yeah, the other one isn't connected to this network because we need a Wi-Fi for my parents work.
59:00
Speaker 2
that the other child node that we just configured is reflecting the proper number. In other other words, it's getting the 1 gigabit that you're subscribed to. One of the most important reasons or one of the biggest impacts as to why it slowed down is the other child node that we haven't reset and reconfigured which shows here that it's only receiving around 100 megabits per second. So you might need to factory reset the other child node. So you only have two nodes, the parent and that child node that we just configured. Is that correct? I see. All right. Thank you so much for confirming that one as well. [silence]
59:00
Speaker 1
It is connected to the modem. Yeah, it's six gigahertz Wi-Fi 7. and the cable is Cat 6 and Cat 8.
60:00
Speaker 2
So right now, just on the parent node, you're getting a very strong signal. All right. So upon double checking with the backflow report that you provided to us, it shows here that there is no active backflow issues. Therefore to save your budget and time we can definitely exclude that portion of the inspection for now. But if that backflow is ever activated or if there is ever issues with the backflow, we of course encourage you to give us a call right then so we can take a look at that backflow immediately and see what the issue could be. For now, it all looks good and I think we can move forward with our current inspection. Does that work for you? [silence]
60:00
Speaker 1
Yeah. I have tried that as well, it's the third cable, which will work on everything else. It's even the included cable that doesn't work. Yeah. It's a one cat 6 cable and two times an cat 8 cable.
62:00
Speaker 2
the node, even though, as you mentioned, it's wired, it's reflecting on our end that it's a wireless child node. So there's a possibility that the connection or the Ethernet cable that it's using may not be detecting properly. Try replacing the Ethernet cable to see if it makes a difference. I see. So you've already replaced it three times. Is that correct?
62:00
Speaker 1
The child node is turn the RA shows in the system is the. I can be sure it shows as wired. Yeah. It's on the device. I can check that as well. [silence] Here it shows as uh, connected. Yeah, uh, uh, it's wireless. It's wirelessly connected. [silence] Yeah, well, on the device.
63:00
Speaker 2
So, sorry. Now, is that on the device list? Is that correct? Or is that on your cell phone's app? All right, please check on the app as well. Mhm. So, on the app, it reflects as a wireless child note. Are we suggesting things? We...
63:00
Speaker 1
Hi, please. It shows wired. We. Yes. It shows the web interface. It shows like a line with two arrows, one on the left side, one on the right side. While on the app, it shows the official Wi-Fi icon. connected.
64:00
Speaker 2
All right, just to confirm, on the Web interface, it shows wired, but on the app, it shows wireless.
64:00
Speaker 1
minus 83 decibels.
65:00
Speaker 2
all right. So in this case, [silence] I'll set your expectations. The last troubleshooting step that we can perform is swapping of node where the current child node becomes the parent node instead, and the current parent node will now become as a child node as well. You've already performed swapping of node? Mhm. Mhm. I see. And just to confirm, all three nodes were present during that time as well. Uh-huh. I see. Uh-huh.
65:00
Speaker 1
With the internet connection in, uh, this room, in, uh, the modem, if instead I connected the room to the modem, then it does get the, full speed. It's only when it's set up as a child node that the speed doesn't work, say if it isn't, it doesn't give maximum, maximum speed. Yeah, that's the problem. [silence] Okay.
66:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. so whenever they're all set as a parent node, the speed is as it should be. But when it's time for them to be relocated and added as a child node, that's where the dropping or the intermittent connection shows up. All right, thank you so much for that one. I'll just put the call on hold for three to five minutes, one more time, just to reconfirm everything we've done so far. Mm-hmm. Thank you so much for patiently understanding as well. I'll now put the call on hold.
66:00
Speaker 1
Heb je het even mee als ik het over moet nemen ja zo ja oké en voor hoeveel ben je nu ik heb het 4D code hier Oh.
68:00
Speaker 2
All right, will be escalating it to our level two technicians. Uh we'll be providing you a ticket number. The ticket number uh do you have a pen and paper? All right. The ticket number created is L like Lima, T like Tango, S like Sierra, 0 1 3. 5 yes L like Lima. It's it's L like Lima, T like Tango, S like Sierra, 00135767
70:00
Speaker 1
0 0 1? 3? 5? 7? 6? 7. Okay. Okay, can I have a question? Is it also possible to do this Monday? Now, the problem is, I'm not that technical as my son, and he has to go to work. Yes, because I I I think I'm not able enough to do it with the knowledge I have instead of my son.
71:00
Speaker 2
Yes, that is correct, the callback time frame will be around two to three hours. We're just going to be uh endorsing it and from that point on they'll be the ones to try and reach out to you at this point. Uh-huh? I'm sorry, you want it to be on Monday instead? No worries there, if you request it to be on Monday, we'll be putting it here that it will be called on Monday instead. No worries there, we completely understand that. Just to confirm with you, we're just putting here that we're going to be scheduling your call on Monday.
71:00
Speaker 1
[DOWNWEIGHT] Yes. Yes. And was is it possible? Are we if you're your calling us? Okay. If it's possible to reach out my son's number, because I have to work on Monday, and he is free because he has already no school. Plus three zero one. Oh, sorry, I have to I he doesn't know his number. I have to look at it for it. I'm sorry. Plus 3 1 6 1 2 0 5 9 6 3 7. Yes.
72:00
Speaker 2
confirm you want it to be processed on Monday instead you will be the ones to reach out all right what will be the phone number that they'll try to reach out no worries there to confirm it's plus three one six one two zero five nine six three
72:00
Speaker 1
And uh, is there a time? Time window? Window? It's almost five o'clock. Right. Uh yeah, 4:52. Monday 11:00 till like 1:00 will be fine. Yes, please. [silence]
73:00
Speaker 2
All right. Uh you if what's the time currently on your end? All right. So it's currently 4:52, is that correct? All right. Uh can you give us an exact time when will you be available or a window when you'll be available? Yes, uh specifically what time? 11 to 1. All right, thank you so much for that one. So, just to confirm, your request is. A call back will be processed on Monday. It will be on your son's phone number that we'll be trying to reach out and it's gonna be around 11 to 1:00 PM. All right. No worries.
73:00
Speaker 1
OK, no, thank you very much for your help. How. OK. Have a nice weekend. Good. Goodbye. Goodbye. I
74:00
Speaker 2
I've already put it here, and it will be indicated as well, as we endorse it to our level two technicians. Is there anything else? Yeah. All right. So once again, thank you so much as well. Thank you for calling, thank you for being patient. And as always, take care and have a great day. Bye-bye for now. [silence] I'll give you a call now. [silence]
74:00