V2 Rubric Detail — 8ab066dc-69ed-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 01:40
Duration
63m 56s
Contact
Aaron Brown
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133704
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall94.8% (+32.8)

V2 Grader Summary

The agent successfully resolved the mesh network outage after an ISP change by performing resets, 5-press pairing, and reconfiguring Wi-Fi settings, resulting in full connectivity. The only deviation was a slightly extended reset duration (25 seconds vs. KB-recommended 10–20), which did not prevent resolution. All other indicators were fully met, including ownership, technical process, and customer experience.

V1 Case Analysis

WHW03 mesh system not connecting after ISP change. Performed node resets, 5-press pairing, re-connected Ethernet, verified internet, re-named SSIDs. Issue resolved.

Troubleshooting Steps
  • Power-cycled modem and router
  • Reset parent node (hold reset button) and performed 5-press reset
  • Reset each child node
  • Re-connected Ethernet cable from modem to parent node
  • Accessed router web UI (myrouter.local) to verify WAN status and refresh
  • Re-configured Wi-Fi SSIDs and passwords
Key Observations
  • Agent gave incorrect reset hold time (25 seconds; KB states ~10 seconds).
  • Long periods of silence and repetitive instructions caused inefficiency.
  • Payment handling for paid support carried PCI risks (agent read back full credit-card number and CVV aloud).
  • Agent correctly used the 5-press method for WHW03 (no Pair button).
  • Agent accessed router UI via correct URL (myrouter.local) and reconfigured Wi-Fi bands successfully.
Positive Highlights
  • Successfully restored internet connectivity and brought all nodes to solid blue.
  • Correctly identified the need to reconfigure after ISP change.
  • Used correct 5-press method for WHW03 (no Pair button).
  • Guided customer through router web UI (myrouter.local) to verify WAN status and reconfigure Wi-Fi.
  • Maintained polite and empathetic tone despite complexity and customer's frustration.
Agent Errors / Gaps
  • Incorrect reset duration instruction (25 seconds; KB states 10 seconds).
  • Extended payment collection without confirming customer's willingness first and repeated full credit-card details aloud (PCI risk).
  • Multiple long silences and lack of pacing (e.g., extended pauses during troubleshooting).
  • Asked customer to take a picture of parent node sticker after already collecting model and serial — redundant and inefficient.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Customer confirms internet is working, all nodes are solid blue, and expresses satisfaction: 'Great... everything's working now.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through factory reset, 5-press method, port check, firmware verification, and Wi-Fi reconfiguration — all logically sequenced and outcome-driven.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status, offered self-help and paid support options, then proceeded with full troubleshooting — aligning with best-effort OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (flashing red), isolated cause (ISP change), and pursued logical steps: verify connection, reset devices, check physical links, and reconfigure.
T2 Met Appropriate tools / resources used conf 90%
Agent used router web interface (http://myrouter.local), accessed status and port reports, and guided real-time configuration — appropriate tool use for the issue.
T3 Partially Met No misinformation conf 85%
Instructed 25-second reset hold — exceeds KB-recommended 10–20 seconds; though not harmful, it deviates from documented guidance for WHW03.
Communication
C1 Met Clear & professional language conf 90%
Set clear expectations, managed paid service process, maintained control during resets and reboots, and smoothly transitioned between steps.
C2 Met Confirmed understanding conf 90%
Used accessible language, confirmed understanding ('you got it'), adapted to customer’s pace, and repeated instructions when needed.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Owned case end-to-end: processed payment, performed troubleshooting, and confirmed resolution without transferring or abandoning.
O2 Met Proactive follow-through conf 90%
Provided clear next steps (reset, wait, check ports, reconnect), set realistic timelines, and followed through on configuration.
O3 Met Closure confirmation conf 90%
Referenced prior contact and customer record, avoided re-asking known details (model, serial), and built on existing context.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Correctly determined issue was resolvable at L1: ISP change caused reconfiguration need, not a hardware or escalation-worthy fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue resolved in-call.
Customer Experience
X1 Met Customer effort minimised conf 90%
Repeatedly thanked customer, apologized for call length, acknowledged patience, and closed warmly: 'Thank you for choosing Linksys.'
X2 Met Tone & rapport conf 90%
Matched customer’s conversational tone, paused during delays, checked in after reboots, and maintained engagement throughout.
X3 Partially Met Overall experience conf 75%
Asked customer to take multiple pictures and repeat port checks; could have minimized effort by guiding more efficiently.
Call Transcript104 turns · 114 lines
Speaker 1
Yeah, hi, I need help. Um, I changed my internet provider and so now my linksis... [silence] Yeah, hi. I need help. Um, I changed my internet provider and so now my linksis Smart. Wi-Fi router has no signal connection. So I was trying to set it up with my Google Fiber and it won't allow me to link. Now, do you need me to see the light lights on my box? And to unlock a Wi-Fi, you have to have it connected to some sort of internet source or anything. Well, I'm using Google Fiber, Google on Hub.You see, that's round. It's pulling in the lights. I just installed it and should have internet.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. [silence] Thank you for calling Linksys. This is XB, how can I help you?
00:00
Speaker 1
uh, router mesh router doesn't work anymore. It's all the towers are all flashing red. Well, my modem didn't change. but the only thing that changed is my internet provider. I use my own modem from Netgear. So I my modem is still the same as it was before. It's just the internet feed coming into the house is from a different company.
01:00
Speaker 2
Okay. Yes, cuz cuz actually, sir, once you uh made changes on your modem, um, you really need to reconfigure your Linksys device, because it's gonna be a new connection. So, it detects a new connection. You need to like register the Linksys, or uh register your new modem to the uh Linksys, or something like that. Mhm. Oh, I see, okay. So, you've changed your um, it it's still the same modem? Oh, then it detected a new one? Okay, uh, it detected a new one, cuz you can actually see that it's a, again. So, you have the option to either register it as a new one, or verify the old one. So, we want the first one. Register as a new one. [silence] Yeah, register as a new one.
01:00
Speaker 1
Yes. Is spectrum? No, it's not a new modem. It's my existing modem. They came out [[silence] Uh, well, I mean, spectrum was out at the house today, so they were basically doing some things. They, they looked at my modem, so they made sure they registered my modem with them, so they know what it is. And what
02:00
Speaker 2
You, you have, you have a modem? You have your own modem, you mean? And who is your internet, your new internet provider? [silence] Spectrum. So, did you call Spectrum to s uh, to set up your new modem or something? Uh, I mean, your, [silence] sorry about that. Yes. So, did you contact Spectrum and check if you have active internet connection with your modem, with your existing modem, since you've changed your internet provider? Yes.
02:00
Speaker 1
They did was they plugged in a router of theirs. I said, I didn't want theirs. I want my Linksys router. And they, the guy told me, he goes, well, I'm going to plug in our router in and when I leave, so I can finish the job, when I leave, just unplug our router and your Linksys one should work fine. Well, that's not happening. All my Linksys towers are flashing red. Well, no. Ngage is the modem. The router is from Spectrum. I just unplugged it and turned it off so it's not the problem.
03:00
Speaker 2
okay so their router is still connected the NETGR router okay all right I just checked your record here sir so it's
03:00
Speaker 1
Yeah, that's me. Yes. I'm sure it'll make. Let me, let me take a look. It is the other dot. I'm looking at it looks it's Tower on the inside. What number we looking for? Right there. I see the serial number. The serial number. But, let me put my glasses on so I can see because the print small, the serial.
04:00
Speaker 2
Yeah. yes and the email address is aaronk. Brown at sbcglobal.net. So right now your internet service provider is a spectrum right and the model number of your linksys device is WHW03. Try to look underneath it. Try to look underneath it. Sir just look for the serial number and the model number. yes Can I have the serial number please [[silence]]
04:00
Speaker 1
Serial number is two zero J206 078 11228. yeah, it was oh 7 8 11 228. Uh four, four towers.
05:00
Speaker 2
that's two zero J, 2060 O7 O7. Yeah. Okay. And how many links this devices you have where, that's from zero J 2060 a, 8 0 1 2 okay, Okay, cuz I've also um, Checked your record here and you have another device which is two zero J 2060 a 2 8 0 1 2.
05:00
Speaker 1
know, I mean, I'm looking at the, uh, CI, Hollow Tower the serial number of the Tower that's the one that said up by my, uh, Oh yeah, by my modem. For that other number is, is it for one of my other lynx? That's towers. Oh, no. Yes. Oh better than Marco. Yeah, no Better than Marco named, like, like, like.
06:00
Speaker 2
maybe you you uh swap the uh the nodes there because how many nodes you have four in total right so this uh two to eight that's your main or a parent node is that the one connected to your modem
06:00
Speaker 1
should, Should it be, e me. Let me ask you this. Should it be connected by an ethernet cord or no. It's currently not. A what, A what, Yeah. Okay. Let me just. Let me do, I'm listening. All right. So now I have the, the parent node is now connected to an Ethernet with an Ethernet cable. I just did that. not the one from spectrum, Uh.
07:00
Speaker 2
Right now? It should be connected via Ethernet Sir. That's the main one. the the main node, the main node which is connected to the, uh modem should always be connected with an Ethernet cable. The other node can be connected by itself with just the power. Yes, and and that should be connected to your modem. Okay. The one from Spectrum.
07:00
Speaker 1
um, because, well, the modem, the modem's Netgear, I don't have a modem from Spectrum. I told them I have my own that I've been using all along. Yes. Yes, I do. uh, uh, yeah, I can do that for my phone. I can do that. Uh, one second. Okay, so you want me to so yeah, so the modem is the same. The modems never changed. The one that is register is is still that Silence.
08:00
Speaker 2
Okay, so, Okay, and that is your net gear, So you have a net gear modem, All right. So without, if you connect your computer straight to net gear, can you go online? Are you able to go online without the linksys? Is that a possibility? Yes.
08:00
Speaker 1
so the the the it's not a new modem so the Netgear one is still there so you need me to what- what do we what's our next step okay [silence] [silence]
09:00
Speaker 2
Okay. Sir, before we start with our troubleshooting, sir Brown, let me just inform you, okay? That your device, the WHW03 is already out of warranty. Okay? I believe that, yes, you've called before and you were informed by the previous technician that, uh, this, the device is WHW03 is already out of warranty and that means it's no longer covered for free technical support. However, you have two options, okay? Either you go for our website, which is support.linksys.com, you will find their articles, okay? On how to set up the devices. Okay. Since right now you made changes, you really need to reconfigure the device. Okay. When you would try to troubleshoot this one. So, I will be guiding you step by step on how to configure the device correctly. Okay? Okay. So, let us start now, yes? Mhm, yes. Okay. I would just need your assistance on reconnecting of your modem and router to my Pc here as our virtual hands because I need to access the web interface for your device. I'd much I'd rather be preferred. Log into it so you can see what I'm doing on your device. Sir, may I know if which browser you're going to use for this troubleshooting? Okay? Do you have any Chrome or Firefox installed right now?
09:00
Speaker 1
That's fine, yeah, I want to do that. I understand. Yeah.
10:00
Speaker 2
later the device sets. And then I can also send you an email, okay? There are instructional videos from that email for you to be able to add the parent node as well as the child nodes. That's the first option. The second option is our paid connect service which will cost you $15. So this will last for one hour, okay? Of troubleshooting and the service is non-refundable. So, if ever the device is okay, so if ever the device is deemed to be defective we can no longer have this replaced, okay? Since it's out of warranty. So you will go for the paid connect service? Okay, sir. So let me just process this first. Okay, just give me one minute, sir, two uh, process this transaction.
10:00
Speaker 1
sorry let me okay I'll read it again are you ready okay it's two zero J two zero six zero seven eight one one two two eight good
12:00
Speaker 2
can you please give me that serial number again? The two, is it 2.0 J 2, 0, 6, 0 and then 7811228. Is that the correct serial number? Yes, go ahead. Mm hmm Yes, okay. That's what I have. Yeah. Mm. [silence]
12:00
Speaker 1
So you need to put, you need to process the payment for this pay service? Okay. $[REDACTED_PAYMENT_DIGITS] Come down to certain page. Okay. So this is warming up and good.
13:00
Speaker 2
Yes, sir. Just to give me one more minute. Sorry about this.
13:00
Speaker 1
I've got it. Thank you. It's a Mastercard. My name, Aaron Brown, A-R-R-O-N, Brown, B-R-O-W-N, five, five, four, zero, eight, five, zero, five, zero.
14:00
Speaker 2
Okay, so please get ready of your credit card information, sir, because I'm going to. Yeah, so for your security, I will stop the recording, okay? So credit card are we going to use for this transaction and what's the name that appears in the card? What's the card number, sir?
14:00
Speaker 1
Vander kamfenfairline. Uppercase O nine of two seven one three two.
15:00
Speaker 2
and what is the expiration? What about the security code? Okay. All right, so let me just please the order. By the way a copy of the receipt will be sent to your email too. And your email address again is Aaron K. Brown at as@paradigmequitylending.com.
15:00
Speaker 1
Correct. All right. Hello, yeah. Just the cord for the wall, so like Spectrum, you know, like the cable wire? That's that's connected to my modem. And then an ethernet cable going from my modem to the
16:00
Speaker 2
Cytolobal.net correct. Okay, so I just sent the copy of the email that you were successfully charged with the amount of $15. So, now let me just resume the recording so we can start with troubleshooting. Alright, can you hear me okay? Yeah, okay. Alright, sir. So now let me verify your connection. You mentioned that you have a net gear modem. So, is there anything connected to your net gear?
16:00
Speaker 1
This is a text transcription that was made by an AI, so there might be some mistakes in the text. Okay. Oh, I didn't understand the question. Um, yes. It's flashing red. [silence]
17:00
Speaker 2
okay.
17:00
Speaker 1
No. Should I go get them? Okay. Give me one minute. I'm going to I'm going to hustle and go get the other nodes. I'll be right back. Okay? Okay. Yeah. [silence] I thought you wanted to do something.
18:00
Speaker 2
It's flashing red. Okay, where are the other notes? Did you gather them all together? Yes, please, sir. Can we? Since, uh, we've, uh, you, you've changed the connection, so we really need to reconfigure all the devices, okay? Take your time. No problem. [silence]
18:00
Speaker 1
Okay, I've got all the other nodes collected. Yes, they are, they're all plugged in.
20:00
Speaker 2
Okay and make sure they're powered on, sir.
20:00
Speaker 1
in. And if I remember from last time, you need them to be about five feet away from the modem and the parent node, right? At least five feet. Yeah, so they're, they're at least five to six feet away. I'll be up. Yeah, I'm yeah, I'm Okay. Got up. [silence]
21:00
Speaker 2
Yes. Five to six feet. Yes. That's correct. Okay. Okay, so they're all powered on, can we go to your parent node? Okay. We'll just have to perform a reset on this parent node, sir, since you've actually, uh, you've got a new, um, internet provider. So, to reset the parent node, press and hold the reset button for 25 seconds. Okay, you would be able to tell if it's properly reset. Once you press the reset button, the LED indicator on top should blink when it turns off, and you should see a blue light. So just keep on pressing it until 25 seconds. Yes, that will actually change because um
21:00
Speaker 1
all right um now the parent node, it's not purple yet, should I be concerned about that? okay, and same way hold the button for 25 seconds? [silence]
23:00
Speaker 2
once, we, do, the, reset, sir, you, should, see, a, solid, purple, light, on, top. Okay, so, after, you did, the, reset, on, the, parent, node, can, we, also, do it, on, each, of, your, child, nodes. Okay, let's, also, do, a, reset, on, the, child, nodes. That's, all, right, because it, may, take, time, for, it, to, stabilize. So, while, we're, doing, that, we'll, also, need, to, reset, the, child, node. Yes, sir, that's, right.
23:00
Speaker 1
I'm noticing that the parent node is solid red now. Yeah. Okay. Okay. All right, I have... ugh, let's see. Yeah. [silence] Let's go... Okay. Hey. Let's... okay. Okay. [silence] Yeah. I'm noticing that the parent node is solid red now.
25:00
Speaker 2
Solid red. Okay.
25:00
Speaker 1
one is solid red the other two not yet [silence] Okay, now all the nodes are solid red, okay. One, two, three, four, five. Okay, I did it. It's flashing in the.
26:00
Speaker 2
Okay. All right. So now can we do a five press on the parent node, okay? To do the five presser, I believe you've done this before. So to do the five press, press the reset button on the parent node, okay? That's the main one connected to your net year. So press the reset button five times. So just press it once, not press and hold it. Press it once five times. So it's like press, release, press, release. Do it five times. Okay. So any changes?
27:00
Speaker 1
Yeah.
28:00
Speaker 2
Okay. Do you have any computer available? Maybe a laptop or laptop? Can we use your laptop for the meantime because it would be easier for us to access the router settings with the use of the laptop because it's more visible. [silence]
28:00
Speaker 1
Right, one second. I'm gonna go get my laptop, I'll be right back. [silence] Game three, Maddis Bowl. You attend track. [silence] a teacher. Who's going to do that? [silence] game three, Maddis Bowl.
29:00
Speaker 2
Okay. No problem.
29:00
Speaker 1
Okay. All right, I'm back and I have internet. It's back to being red and it's now flashing red. It's got green and red. green and red. Yes, they all are. green and red.
30:00
Speaker 2
Okay. Can you check the parent nodes first? What is the lead indicator on top? [silence] It's flashing red, okay? Okay. It's still trying to uh establish a connection. M so it may take a while. So we'll just wait for around three to four minutes before it uh before uh we'll proceed. We need to make sure that the parent node light turns solid, okay? So can we take a picture of uh well, it should be solid green or blue. Because that's uh that indicates that indicates that it's connected and it's communicating with your modem. But right now, it's still blinking, right? Does your laptop has an ethernet port um available on the side?
30:00
Speaker 1
have an Ethernet board uh d I don't know it doesn't know no it's still blinking. As soon as the color changes uh now that's interesting. The parent node is still blinking red.
32:00
Speaker 2
Does it have an ethernet port? It doesn't have. Okay. Okay, so the parent node light is still blinking or is solid?
32:00
Speaker 1
but the the two of the three other nodes are now blue solid blue yeah but though but the parent one isn't oh now they just went back to red again blinky so so the the parent node is blinking red the other nodes were solid red two of them are solid red and one of them yeah there it goes the the the the child nodes are solid red the parent node is flashing red
33:00
Speaker 2
salve blue mmm okay okay yes it's and right so okay so some of the notes are still flashing
33:00
Speaker 1
No. Well, the only one that's flashing is the parent node. The other three nodes they're now solid red. I'm sorry, what do you mean by that, the Wi-Fi setting? Uh-huh. Yes.
34:00
Speaker 2
Correct. Okay. All right. Can we take a picture of the WiFi settings at the bottom of your parents' [noise] ? [silence] Okay. Try to look at the bottom of your parents' [noise] . There's actually a sticker and it will show you the SSID, the setup WiFi name, password, as well as the recovery key. So kindly take a picture of of the yeah, of that information or those information. Yes sir. That's only on the parent's notes, OK? OK, all right. So now, can we go back to your I mean can we go to your computer? And if your computer, your lap top, why are you on phone? OK, while you're on the phone, this might be a
34:00
Speaker 1
I'm here. Uh. Uh. It is. It's a Dell. Uh-huh. Yeah. As far as showing available networks. Yeah. Yeah, I see Ve Le-p setup 3A7. And that's it. Should I click on that?
36:00
Speaker 2
and look for the Wi-Fi icon. Is your computer running on Windows or it's Apple? DECIL. Okay, so that's Windows. All right. Can we look for the wireless icon at the bottom right? Okay. click on the wireless icon and do you see the network that's on your parent node? Remember I asked you to take a picture. What is the name, the WiFi name underneath it? what did it say? underscore. Velup setup. Yeah, are you able to see it? [silence]
36:00
Speaker 1
Yes. Yes. He's okay. [silence] He's a good man during that time, sir. [silence] Did you go to SOM something?
37:00
Speaker 2
Yes, please. So kindly select that and connect to it. So that is the one that shows on your parent node name, right? Setup 387. Okay. So please select that and if it's going to ask for the password, just type in the password. [silence]
37:00
Speaker 1
It's saying checking network requirements. now it's saying no internet. secured. No, there's no internet. Well, no, it's saying no internet access. uh, it doesn't. Well, yeah, because I can hit a button that says disconnect, so if I can disconnect it, that must mean it's connected.
38:00
Speaker 2
Okay. Okay. Yeah, but it says it's connected to your network, right? Okay. Okay, all right. It says connected to video setup 3 8 7. All right, can we uh go to can we open up um Google Chrome? [silence] [silence]
38:00
Speaker 1
All right. Hold on one second. H. H. T T P. Okay, I did that. Okay. My router dot local. Silus
39:00
Speaker 2
on your laptop, open Google Chrome. OK. and then on the address bar, type in http colon slash slash yeah. H like hotel, T for tango, T for tango, P for Peter, http and then colon slash slash myrouter.local OK.
39:00
Speaker 1
Well, and just and then hit the enter button. Okay, that took me right to Linksys. It says, Linksys. Why am I getting a warning when I try to access my router settings in a browser, so on and so forth. Uh. Yeah. Why is it how how how can I bypass this warning? When you continue, your browser will show you the warning message. Uh, hit the continue button. Click this option to proceed even though your connection. [silence]
40:00
Speaker 2
yes yes okay okay do you see advanced option just to select advanced and then if you have continue or proceed option just click proceed proceed to HTTP uh something yes hit the continue button and just click on proceed [silence]
40:00
Speaker 1
Your connection isn't private. Do you want me to click on advanced? Then it says continue to myrouter.local. Okay. I just did that. Um now it's it basically is like a sign in page. There's a thing for router password. Yeah. For router password. Okay.
41:00
Speaker 2
yes, go to advance or and then proceed. Yes, that's it. Yes. Click on it. And what options do you have? Okay, so it says access router. Okay, just type in admin for the password, and admin, all lower case. Yes.
41:00
Speaker 1
All right.So now we're, yeah, I'm on a page that has lots of options, lots of boxes and stuff.Yes. Okay, I just did that. Status. Yeah, click on report. Okay, I just did that. The firmware version is 2.1.20.
42:00
Speaker 2
Okay, so you see there the Linksys smart Wi-Fi tools, right? Smart Wi-Fi tools. Okay, can we click on troubleshooting? Click on troubleshooting. Okay. And then under status, click report. Below status you have the report. Click on it, sure. Yes. And tell me what is the firmware version?
42:00
Speaker 1
point two one six eight nine two uh-huh Yes. No. But there's a there's a second one. It says ports and then internet and there's two columns and neither of them are checked. But then when you drop down one lower, it has a one under internet and then it has an X on one GPS GPS.
43:00
Speaker 2
Okay. And, uh, kindly scroll down at the very bottom. Try to scroll down and check for, for, for ports. Do you see their ports? Okay. Is there an X mark under 1 G B P S on the internet, part on the internet? [silence]
43:00
Speaker 1
Number, it's the X is on number one. Yeah. Okay. So, you want to, you want to take the cable, the ethernet cable? You want me to unplug it from the parent node? What other? Oh, the other port, that port two. I'm following you now. [silence]
44:00
Speaker 2
OK, hold on. So the when when you say there's an X, is that under Internet or under number one? OK, um it seems that the modem is actually connected to the uh can we switch the cable? Can we connect your net gear to the other to the other port? Switch the cable. Yeah, connect it to the other port. Yeah, there how many ports are there at the back of your?
44:00
Speaker 1
Yes. Okay, All right. I just moved it over and plugin the other port. Yeah. Uh yes. Okay, I did that. No, it's it's still, it's still silence.
45:00
Speaker 2
parent mode there are only two right. yes so please connect it to the other port. okay. now can we go back to the page to the troubleshooting page. okay then you should have an option there refresh on the right just click on refresh. okay now can you check the ports again if there's an X mark under internet [silence] for internet. [silence] [silence] if there's an X mark under internet. [silence] for internet. [silence] [silence] [silence] If there's an X mark under internet. [silence]
45:00
Speaker 1
Yeah. Let me see if I can let me hit refresh again. Well, I think let me take a look at this, what else. There's only on the back of the Netgear modem, there's only one port for Ethernet.
46:00
Speaker 2
it's still under 1. um okay you have, hold on sir. you have a modem, a netgear modem. now, where did you connect the uh the cable to which port on your netgear? what's the, what's the model number of your netgear sir? do you see any model number?
46:00
Speaker 1
Let me see what I can come up with here. I've got a Mac number, a serial number, a Netgear cable modem CM1000 V2. Yeah. V2. Correct. Yes. Yes, that is right.
47:00
Speaker 2
Okay. So there's only one port available on your modem, right? On your NETGEAR modem? And that is where your Linksys is plugged in. Is that right? Okay.
47:00
Speaker 1
[silence] Unplug them both. Okay I can do that. [silence] All right. [silence] Okay, I just unplugged them both. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
48:00
Speaker 2
Can we unplug the power of your Linksys and the mode, the one from netgear? Yes. Unplug the power and then we'll wait for 30 seconds before we plug it back in. [silence] And [silence]
48:00
Speaker 1
Oh, sure. Yes. [silence] I moved it back. Now you want me to put, trigger power back on. [silence]
49:00
Speaker 2
And, uh, while waiting, sir Brown, can we connect the cable back to the, to its original, um, port? Remember, um, we've connected it to the other port. Can we connect it back to the first port? And that's the port above the reset button, right? That that's where you originally plugged into the modem. Okay. Yes, power on your modem, your, um, modem first. Wait for the lights to stabilize before you plug in the, uh, parent node back. Okay? Make sure all the lights are lit up or especially the online lights on your, uh, modem.
49:00
Speaker 1
... Wait. I swear it's the music. for me to can pick up the music. That'll take care of Lazio the jam there. [silence] Okay, I've got four lights lit up, so I think I can now plug in the Linksys. Okay, with you just as it's cab as all. All right I just plugged it back in. [silence] Are we going to give it a couple minutes to let it reboot itself? It's blue. Kind of a. Uh, uh, yes, it is. Uh no, now it's, it's flashing blue. Uh-huh. Uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, it's saying router not found. So I need to go all the way out of this to network and internet settings Wi-Fi available networks connect now it says connected secured. Uh okay. So let me just pull up like a browser window.
50:00
Speaker 2
okay so it says connected, secured. Now can we check if you're able to go online first.
53:00
Speaker 1
Yeah, I just tried to go on line and I was I was successful. I do. I'm on the trouble, trouble shooting page. Did I arrow back out of that? Okay. Yep, I just did. Now I'm back on the smart Wi-Fi tools page. The par, the parent node is solid blue now, by the way.
54:00
Speaker 2
[silence] Okay very good. Now can we can we go back to the smart Wi-Fi tools? [silence] Do you still have it open, sir? [silence] Okay, can we go back from there? Okay, you're on troubleshooting. Can we click okay there? [silence] Okay. [silence] Now go to Wi-Fi settings. What we're going to do next is we're going to personalize the network because right now you are able to go online. So that means the parent node is connected. [silence] It's communicating with your modem. So [silence] Yes, that's good. [silence] Now um yeah, we need to personalize first year network.
54:00
Speaker 1
All right. Yes. Are we doing the - wait a minute. Are we doing the 2.4 the five or the - which which one are we doing?
55:00
Speaker 2
So go to Wi-Fi settings. You see there the 2.4 GHz band, the 5 GHz band, and the other GHz band. So kindly, do you want to change the name from Bell Op setup? Yes. So kindly change that to your original name, the original settings that you had. Yes. Yes. The three actually. So what we're gonna do is we're gonna separate the network. So we will name them each. So you can put for the Wi-Fi name, you can put your name and then you just put 2.4 at the end and then same goes with a five, your name and then five, gigahertz and then.
55:00
Speaker 1
and the third one is five gigahertz with a "t" after it. OK. Hold on one second let me uh I'm gonna change the Wi-Fi name. So the first one is gonna be the name I pick and then 2.4, right? And then the second one, we're gonna do the name and then five afterwards. And then the third one is gonna be,
56:00
Speaker 2
yes and then for yes so just put your name and then five gigahertz too then for the Wi-Fi password you may use your old password just use the same password for all of the bands so you won't Okay. Yes, you got it. Yes, miss, that's correct. [silence]
56:00
Speaker 1
the name and then, and then, uh, five two. So basically we're going to have three of these things. Okay, and then, Sorry, go ahead. And I need to for the Wi-Fi password. All right.
57:00
Speaker 2
Your name. Yes. Yes, it's a tribe answer. So actually the second 5 gigahertz. Yeah, the 5 gigahertz 2, that's the same as the 6 gigahertz. Wi-Fi password, you can set up the same Wi-Fi password for all of the bands. So, that's all right. So before you click apply, kindly take a picture so you'll have a copy of the settings. Well, for better connectivity, you may connect to the 5 gigahertz because it will give you um better speed compared to 2.4. But sir, not all wireless devices can see that 5 gigahertz network. Okay? Or not all wireless devices is compatible with a 5 gigahertz. So. Yeah, the 6 gigahertz. Yeah, yes, you can. It's fine.
57:00
Speaker 1
so now I'm going to hit a I should hit apply. Yeah. It says do you want to continue. Yes. Your router is applying changes. Okay. Yes. Your router is applying changes. Okay. Yeah, I see it. So now instead of develop setup, should I click on the five
59:00
Speaker 2
Yeah. Click Apply. So did you take a picture already? Okay. So you might get disconnected because, remember, we changed the settings, so you need to go back to the Wi-Fi again and reconnect to the now are.
59:00
Speaker 1
Okay, so now we're looking good. Yes. It is. Uh, yes, I'm looking at them and all.
60:00
Speaker 2
yes sir okay so you're connected to your new network now right all right very good and the uh parent node light is it still solid blue and what about the child nodes can you check the child nodes
60:00
Speaker 1
three of them are now solid blue. Awesome. What I can do is... Hold on one second. I'll... I'll go to the phone while we're talking. And I'm going to... Change the status of one account to blue? [silence]
61:00
Speaker 2
Very good. Okay, so, all of the notes are are now online. They're all connected. You may relocate your child node. You may place them back to where it was before. Okay? Because they're they're all connected now. They're all online. So, would you like to check your other wireless devices to make sure they're all connected? Okay. All right. Very good. It's good to know. Everything's working. All right. Yes, you did it sir. All right. You did great and Yep, would there be anything else that you need help with? You're very welcome. You're very welcome, sir. Yeah, thank you for for being, yeah, for for being so patient. I'm sorry if this took so long. Yes, everything's working now. [silence]
61:00
Speaker 1
Great. Well, I I don't know where you so, I don't Hey, I'm curious, where are you calling me from? Yeah, Wow. You're in the Philippines right now? Wow. Yeah, it's it's getting late here. It's uh, it's almost 11:00 at night. So, well, listen, well, I that your it sounds like your day's just getting going. So, I hope you have a wonderful day and I thank you for all of your help. You too. Thank you. You too. Bye now. [silence]
63:00
Speaker 2
That's great. Okay, sir, thank you. Mm-hmm. Oh, well, your call got routed here in the Philippines, sir. Yes, and it's almost 11:00 a.m. in the morning. I know you're, it's, it's late there. Yeah. You too. You have a, a great night, sir. Thank you for your time and thank you for choosing Linksys. You do have a great night, sir Brown. Bye-bye. Take care. Bye-bye.
63:00