V2 Rubric Detail — 8ca775a0-7f75-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 11:17
Duration
62m 55s
Contact
+447542949442
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137042
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to use the node as bridge
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+36.1)

V2 Grader Summary

The agent successfully diagnosed the root cause — a faulty upstream connection evidenced by a self-assigned IP — and validated the device worked when connected directly. However, the core issue (using the node in bridge mode over existing wiring) remained unresolved. The agent maintained ownership and used appropriate tools, but communication could have been clearer and technical accuracy slightly flawed on default login, resulting in a partial resolution.

V1 Case Analysis

Customer unable to obtain internet after enabling Bridge Mode on SPNM62. Agent provided incorrect login credentials, failed to diagnose self-assigned IP, and gave no actionable fix. Customer left with wiring suggestions only.

Troubleshooting Steps
  • Collected device serial number
  • Attempted to read node IP address via app
  • Guided customer to run ipconfig on a computer
  • Identified self-assigned IP address (169.254.x.x)
  • Suggested checking Ethernet cable/wall patch for faults
  • Attempted to guide web UI login (myrouter.info) and basic router status
Key Observations
  • Agent provided incorrect default admin password for SPNM62 (admin vs Wi-Fi password on sticker).
  • Failed to correctly diagnose self-assigned IP (169.254.x.x) as a LAN/WAN connectivity issue.
  • Gave inconsistent and confusing instructions for obtaining IP configuration on Windows and macOS.
  • Did not verify WAN port connection or guide through proper Bridge Mode setup for LinksysNOW devices.
  • Call was highly inefficient with long silences, repeated questions, and no clear troubleshooting path.
Positive Highlights
  • Collected the device serial number early in the call (00:01:00).
  • Attempted to diagnose the lack of WAN connectivity by checking the IP address (00:03:00).
Agent Errors / Gaps
  • Provided wrong default admin password for SPNM62 (should be Wi-Fi password on sticker for LinksysNOW devices).
  • Incorrectly guided the customer to use 'admin' as the login credential when accessing the web UI (00:51:00).
  • Failed to recognize that a self-assigned IP (169.254.x.x) indicates no DHCP server response, pointing to a LAN/WAN or upstream issue.
  • Gave fragmented and contradictory instructions for accessing IP configuration on macOS (00:16:00, 00:31:00, 00:44:00).
  • Did not verify that the device was connected to the correct WAN port before proceeding (00:11:00).
  • Failed to guide the customer through the correct Bridge Mode setup process for LinksysNOW devices, as outlined in the KB (linksys_now_advanced_settings.md).
  • Requested a picture of the sticker unnecessarily and without clear purpose (00:25:00).
  • Did not confirm whether the customer had already tried the suggested wiring fixes (01:00:00).
  • Allowed the call to become chaotic with no clear control or structure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer left with workarounds (check wiring, longer cable, add node) but bridge mode issue unresolved; node still red in target room.
R2 Met Diagnostic thoroughness conf 94%
Agent systematically gathered serial number, IP address, ran ipconfig, verified WAN port connection, tested direct wall patch, and used 169.254.x.x as diagnostic evidence of upstream failure.
R3 Met Correct resolution path conf 90%
Agent correctly diagnosed faulty wiring/infrastructure beyond router control and offered three viable best-effort paths (check wiring, longer cable, add secondary node), aligning with OOW/out-of-scope support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified self-assigned IP (169.254.250.122) as symptom, traced it to upstream connectivity failure, and logically ruled out device fault by achieving successful setup when connected directly to TP-Link.
T2 Met Appropriate tools / resources used conf 97%
Agent appropriately used ipconfig, direct UI access, and physical topology testing — all valid tools for diagnosing WAN-side connectivity issues when remote access is unavailable.
T3 Partially Met No misinformation conf 96%
Agent correctly identified invalid IP and physical layer issue, but inaccurately stated default login as 'admin' — SPNM6x devices use WiFi password as default admin password per KB.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained ownership and attempted transitions, but long silences, repeated holds, and unclear instructions (e.g., 'reload the page') disrupted flow and control.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'default gateway' and 'IP config' without consistent simplification, but adapted by switching to GUI-based instructions when command line failed.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and persisted through multiple troubleshooting loops and device switches.
O2 Partially Met Proactive follow-through conf 86%
Agent provided three clear next steps (check wiring, extend cable, add node), but did not specify timelines or follow-up actions, leaving initiative fully with customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was infrastructure-related, not requiring L2/L3 escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent expressed appreciation and acknowledged waiting, but empathy was generic ('thank you for your patience') without recognizing customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 83%
Agent adjusted from CLI to GUI instructions when customer struggled, showing some adaptation, but maintained a rigid, formal tone throughout without matching customer’s conversational pace.
X3 Partially Met Overall experience conf 81%
Customer had to switch devices, repeat steps, and perform manual checks, increasing effort; however, agent avoided unnecessary repetition of previously provided info.
Call Transcript104 turns · 109 lines
Speaker 1
Hello, hi. I want you to help please. I've got one of your links with modem and I'm trying to use it to bridge for the internet. I followed all the online instructions. I've set it up against my normal modem and it says on the app that it's all connected. It also says to go into the settings and put it into bridge mode, which I have. When I bring it into the other room and plug it back in, I get a blue light for a little while and then it just goes to red. I'm at a bit of a loss of what I'm doing wrong. Yes. Yes.
00:00
Speaker 2
Welcome to linksys support to assure quality service your call may be monitored please remain on the line for assistance. Hi. Thank you for calling linksys. This is G how can I help you today? [silence] I want to do the [silence] um um I'm sorry ma'am. You are trying to bridge this um device to your existing linksys devices. Correct?
00:00
Speaker 1
Yeah, it is three, eight. U, one zero. M, eight, nine. seven. three. Bravo. Two. Zero. Three, two, three. No, 38 you for umbrella, one zero, N for Mike three seven, B for Bravo two zero three two three. Thank you.
01:00
Speaker 2
I see. May I have the serial number of your len, of this unit, please? Okay, let me just read it back. um 38 U for umbrella. 1 0 M for Mike. 3 7 bravo 2 0 3 2 3, right? Okay, let me just check on the exact unit, okay? Just give me a couple of seconds. Thank you. You have how many links,
01:00
Speaker 1
So this is the only one. So my main modem is a TP Link and then and then this one I'm just trying to use, we've got like a a bit of an office where we, we've just got a cable that connects to the main cable in the house. So we normally, we used to use an Apple one, but that's no longer supported. So I, when I spoke to my internet provider, they said that I could use this one to connect to the modem in the house. Yeah. Yeah.
02:00
Speaker 2
this device man. I see. Um, I see. Okay. But right now it shows a steady red light, right? On the top, after you set it up. Okay. Your main device has TP link, correct? Okay. Um, how did
02:00
Speaker 1
Yeah, to the TP link, plugged it in, uh, yeah, did everything come on the links just off and it said to do and it said it was all successful. Um, uh, said it was all connected. I, I, I'm on there now, so on the app it says, um, that the node, there's one node in bridge mode. Yeah. Um. So I just click on node.
03:00
Speaker 2
did you try to set it up now uh did you wire an ethernet cable hmm i see i see god it okay so since you have th app yeah ma'am um can you check can you please check what is the ip address of this node [silence]
03:00
Speaker 1
Okay, let's take the while, correct, normal, I'm not getting connected the moment it's just whirling in rightなめー sudo I'll just go onto normal, uh, internet, right, okay, so, um, so do I go on settings or do I click on the actual node itself? [silence] Okay, so I'm on the node right, okay, um, IP address is 192.168.1.103 Yeah, I also updated the [silence]
04:00
Speaker 2
huh huh. Yes, The node ma'am. 103, OK, got it. Thank you. So ma'am, before we proceed
04:00
Speaker 1
Yeah, so I also updated the firmware as well because the firmware sort of needs updates, so that's been done as well. Yeah, it's 1.0.13.21.6903. Yeah, it's 07542949442. Yeah, Angela Poyner. P-O-Y-N-E-R. Angela.Poyner@outlook.com. [silence] Uh yeah, Yeah, airband. Yeah. Yeah. Yeah. So both of those are provided by Airband. Uh so no.
05:00
Speaker 2
okay, first name, last name at outlook dot com. Okay, so. You are internet provider, ma'am, I know who's your internet provider. AirBend. Okay, okay, so what you have, um, let me confirm. You have a modem from AirBend, then you have the TP link router, then the links this, right? I see. What does it say under notes ma'am on the app? Does it say online?
06:00
Speaker 1
I have but I they're not connected to internet which is why I need to connect this into the window okay yeah that's yeah yeah I've got a computer in front of me now just
07:00
Speaker 2
No internet. But good thing that you have an access to your linksys app. Um, do you have a computer, ma'am? or maybe a laptop that we can use? Oh, that's okay, ma'am. Yeah, that's okay. We can't access the user interface even without internet connection. Uh, we just need a Yeah, a computer or a laptop or an iPad. Okay. So, can you please connect it to the, um, linksys Wi-Fi now,
07:00
Speaker 1
[silence] just saying verifying internet thing. Uh it's got no no internet. Secured.
08:00
Speaker 2
OK.
08:00
Speaker 1
and then property disconnect. So there's no internet, it says, uh, secured, yeah, or it asked me to disconnect. Yeah. Yeah. Yeah, jeez, because I haven't got it now because it was on the Yeah. Yeah. Yeah. Can't we Yeah, can't reach, can't reach this page. No. [silence] is
09:00
Speaker 2
No internet secured but connected right. Okay so that means that it's connected. Okay so um can you open a browser mom please? Open a browser on your um computer and can you type in the numbers mom, the IP address on the address bar of your browser. Let me know if you want me to read it back to you. Okay. Yes okay so it's 192168 dot 1.103. Okay and press enter.
09:00
Speaker 1
Okay. This one is a Lenova Lenova, it's window. Yeah. Yeah. Uh, which is the command, yeah, IPconfig, Yeah. Okay.
10:00
Speaker 2
Seems that there is another IP address ma'am of your of your links system. This is not an IP address uh from the node. Um how about this? Yes ma'am, how about this? Since uh what is this computer that you're using? Okay it's Windows, okay. Uh can you do command prompt, please? Yes, IP config a lowercase. I P E O N F I G, a lowercase. Yes, and then enter. Okay, and um look for the um physical address for that adapter.
10:00
Speaker 1
All right, nothing's happening. IP comfort say, yet. And it says, when command, nothing's happening. So, the TP link is connected in the house to the main what, um, socket in the wall. Then I've got the, um, cable then going from the back of the TP link.
11:00
Speaker 2
the default gateway, ma'am, please? IP config. Okay. Ma'am, may I just ask, uh, the ethernet cable, at the back of your lynx router, that is connected to your TP-Link, uh, where was that plugged in? Is it plugged it on the internet port? Uh-huh.
11:00
Speaker 1
into a socket, which has got an extension cable, which comes out into this room, which is why I need the box connected to now. I'm on the link or the other one, sorry. So that much from the wall, it goes into where it says internet. Yeah. Yeah.
12:00
Speaker 2
So, okay, so I'm going to get a wall patch. And from the wall patch to your Linksys ma'am, where is it connected? Is it on the internet port? Uh, no, ma'am, from the uh, wall patch to your to your Linksys. Internet ports. Okay, so internet port. Okay, so can you do this one, ma'am, please? Uh, is there a way for you to connect your computer uh, directly to the wall to the wall patch? [silence]
12:00
Speaker 1
Yeah, I can, like I've got an Apple computer, I can, I can do that with yeah I can wire that straight to the. Okay, yeah. So, we're in the middle of computers at the moment because the Apple one won't update anymore, so. Yeah, I'm just going to check that.
13:00
Speaker 2
like uh remove the links first mm okay so it can be wired okay that's good so uh from uh the wall patch uh remove the ethernet cable on your linksys uh the uh the one connected to the internet port and plug it directly to your Mac computer mm i see um but it can be connected via ethernet, right?
13:00
Speaker 1
Right. So that's on. Let me see if i've got any internet because we take I just need to sign into tp-link. On here then because it's going straight to [silence] Right, so i think i just need to [silence] Okay. It's just doing a wireless diagnostic a minute. I just wait for that to Sorry look [silence] [sound]
14:00
Speaker 2
um yes ma'am how about try to access any website and then let's do the IP config [silence]
15:00
Speaker 1
So on the, the Mac one then, how do I do the IPconfig? I didn't get that. Could you? So on the Apple one, how do I do the IPconfig? Just in the search bar is it or okay? Yeah? Yeah. Yeah. [silence] So I've got config [silence] I can show you. [silence]
16:00
Speaker 2
[silence] I'm sorry ma'am. [silence] How about do this one instead? Go to Wi-Fi settings on your Mac computer. And then on the [silence] okay. On the settings ma'am you have ethernet Uh. Okay. And then there's details. Um, okay, and then you will see the IP before subnet mask and router uh numbers. Can you provide me those numbers ma'am?
16:00
Speaker 1
IPv4, that one and then IP address, yeah. So yeah, so IPv4 is just says using DHCP. There's no number on there and then IP address underneath is 169.254.250.122. It must be, yes, because it's it says I know, it says Ethernet self assigned IP. Right, okay. [silence] Right, okay. [silence] No, it isn't.
17:00
Speaker 2
Yes. Yeah, IPV4. Okay. Other number. This is the IP address directly from the wall patch, ma'am. Yes. This is actually an invalid IP address, ma'am. This is blocking your internet, yes. This is blocking your internet to go directly to the to your link disk. Is there any other ports, ma'am, on that wall?
17:00
Speaker 1
Yeah. And it was it was plugged into a Apple I'm not sure what you call it. It's like an air, it was like a storage thing and it's got one, two, three, four different ports in the back. Like a Time capsule thing I think it was called or something. Um so that's what we used to use to connect everything to. [silence] Uh yeah, so I so that's what I did. I took it in there.
18:00
Speaker 2
only one. I see. Okay. [silence] Um. [silence] Is there a way for us to set up your linksys device, ma'am, close to your TP link? Like not with the wall patch.
18:00
Speaker 1
There and I plugged it directly into the Back TP link to set it up, so do you want me to take it back in there and plug it in that way or? Yeah. Okay. Sorry, creaky door. [ silence ]
19:00
Speaker 2
uh, uh huh. Yes. Yes, ma'am. Let's do that. And then we will set it up, ma'am. But before we do that, we will check first what's the IP address from your TP link and if we are getting a valid IP address. Uh huh. uh-uh. hymn.
19:00
Speaker 1
right, so I so my, my peoplik's already plugged in, so do I need to plug this in, as I did before in one of the land ports? Or do you want me to plug it into the WAN port? I've got, three of them, so I've got three LANs, Yeah, so one of those. A TP link. Yeah. The LAN one. Or the other one, umm, or the other one is the one I've got the, the actual TP link connected to the internet with.
20:00
Speaker 2
Yeah. I'm sorry. Are you referring to the TP link or the Linksys, ma'am? Oh, the TP link. Um, can you put it on the first port, ma'am?
20:00
Speaker 1
right let's call on the blue light yeah that's already yeah yeah so i've got internet port on the back of the link sys and it's going to land one on the tp link
21:00
Speaker 2
Okay, and for your link system, make sure to put it on the internet port, okay?
21:00
Speaker 1
Okay, it's a solid blue light now. Okay, it's solid blue now. Sorry. Yes, I plugged it in and it's on a solid blue light.
22:00
Speaker 2
Oh, you just plug it in, right? You just plug it in.
22:00
Speaker 1
Hello. Sorry, I wasn't sure if you're still there. Okay, yeah. What do I need to do_now? Yeah.
23:00
Speaker 2
Yes, hello, ma'am. Okay. Your link to router is already plugged in, right? Yes, ma'am. Can we do the IP config, ma'am when connected directly to your links? [silence]
23:00
Speaker 1
So do I just do that on my phone? Do I just do that on my phone, because I haven't got any computer near me now? Yeah.
25:00
Speaker 2
I'm sorry. Oh, I see, I see. I believe you won't be able to do that. How about this, ma'am? Can you please take a picture of the sticker underneath your laces? Make sure that the Wi-Fi name and password are completely visible. Okay?
25:00
Speaker 1
Do you need me to go back to the Apple computer where that. Yeah done that. Yeah. Yeah. So which one do you want me to reset? My main internet one or this one? Yeah. So there's a reset button on there, yeah? Yeah. not going off completely. It's going blue, then it's going.
26:00
Speaker 2
um yes right after you take a picture of the sticker go back to your mac computer or your Windows computer will do ma'am since we can uh-oh just wirelessly connect this or how about this ma'am um i'm sorry before we proceed with that ma'am will it be possible that you can reset your router first so that we can set it up and get an exact IP address. the no ma'am just the length is ma'am press yes press and hold uh-oh the light on the top turns off.
26:00
Speaker 1
Now it's white. Hang on. No, not now. It's going to have a white light on this, and now I've let it go. So now Right, now it's going blue. Yep. Yep. Nice. Yep.[silence] And I should say
27:00
Speaker 2
[silence] Is it the same behavior you had earlier or just [silence] okay, okay. Before you leave the room, please make sure that knote is already on solid purple. It might take a couple of minutes.
27:00
Speaker 1
no purple no Yes There's also a switch on the bottom I take it that's just on or off on the on the bottom Yeah No that's any time I think when I've actually powered it off it's come back on purple feel blue Yes
28:00
Speaker 2
no purple no purple yet that might take a couple of minutes ma'am can we give it another minute it un no need for that ma'am still solid blue
28:00
Speaker 1
Yeah, it's not not changing. It wasn't off for saying it wasn't turning off when I was pressing the reset burn. It was literally going red flashing red. Solid red. No, it's of it wasn't it wasn't going off before. No, it's just off. Yeah, that's that's on. No right. Yeah, thumb loos.
29:00
Speaker 2
Is it the same? [silence] Not changing. [silence] Okay, can you do it again, ma'am? [silence] Can you do another reset? [silence] Press and hold the reset button until it turns off. [silence] It turns off already or not yet? [silence] It did. [silence] Okay. [silence] Okay. [silence] So, please let me know, ma'am, if the lights already on steady purple, okay? [silence] Thank you. [silence] It's okay. That's good. That's good. Okay, so let's go to your computer.
29:00
Speaker 1
[KEEP_UNCERTAIN] going to the, am I going to the, if I'm on the Apple one, am I going to the, um, network preferences again? Yeah. No. So I've got Wi-Fi, gone. Yep. So it says Wi-Fi on, ethernet not connected, because obviously I've got it connected in there now. What, what did you want me to go on? Yeah. Yeah. Okay.
31:00
Speaker 2
yes um yes yes uh huh okay go to the settings of your computer go to Wi-Fi and uh check on the list of available network if you can see a vell up set up name [silence]
31:00
Speaker 1
Belos FSFS 22. Okay, I'll try now. There's no IP address. Um, oh, it's doing something to edit my location. I know it says it's connected. Right, let me see if I can open the web page. It. Yeah. Uh, where do I get that from? Advanced. Uh, I'm on the, I'm on the Apple, yep. Yep. Yep.
32:00
Speaker 2
score setup. Yes. Okay. Can you connect to that name, please? Still no IP address. How about router number, sir? Okay. Let's get the IP ma'am. You are using what computer now? Still the Mac on the Apple? Okay, same thing, ma'am, go to Wi-Fi just beside the Wi-Fi name that you're connected there's this ellipse or the three dots.
32:00
Speaker 1
Yeah, 1027 1240. Where do I find that? Yeah, so it's... No, it's got, all it's got on there is status connected, Wi-Fi connected to Velo Velo setup f-22 and has the IP address of the number I've just given you. That's only information it's got on there.
33:00
Speaker 2
And then details or details. How about router numbers, ma'am? On that same page you have right now, uh, what you read to me just now is the IPv4. Below that you have the subject mass and then the router numbers. Okay.
33:00
Speaker 1
Okay. No, I've only got the I.P. address. It's advanced, but I'm like, so I have no, [silence] what's the con there? So, I've got my 5 TCP IP DNS Windows 8.02.1x voices or hardware. No.
34:00
Speaker 2
Okay, there should be an uh uh router numbers for this ma'am. Usually it ends with one point one. Let's try. Okay, it's not on the page ma'am. Let me just check.
34:00
Speaker 1
Okay. Yeah. Thank you. Yeah. All right, thank you. [silence] [silence]
35:00
Speaker 2
Okay, can you give me just a few minutes, ma'am? I just need to check on that, please. Can you stay on the line? Just stay on the line, I'll be right back. Thank you, ma'am. And if you can try to reload the page, open the settings again and uh check if you can now see a router number. Please do so, okay? I'll be right back. Thank you, ma'am. [silence]
35:00
Speaker 1
2 hello. Yes, I went off again. Yeah, it went back on and it wasn't connected, so I clicked on why I can connect and it's cannaff and it doesn't come up in any other numbers. It just got I connected status connected. Why today is connected to the setup.
40:00
Speaker 2
[silence] Hello, ma'am. Uh, ma'am, thank you so much for patiently waiting. So, have a, uh, did we, you try to check again if there's a, uh, game? [silence] Mm-hm.
40:00
Speaker 1
2-2 and has the ip address when i give you network name is the same and it set up f-2-2 and that's it. there's no other numbers or anything else so that's on um let me click off it again. sorry wrong mouse mate so that's when i click on the Wi-Fi bar at the top and then all i've got on there is i can click on the Velop it's a tp-link and networks and network preferences so i clicked on the develop setup f-2-2 do you want me to have a on the other computer? do you want me to go to the other ip fig on the other one?
41:00
Speaker 2
okay, this is under details, right? I, I see. Okay. Yes. Yes. let's do the IP and. make sure that you are connected to develop, set up, name, okay?
41:00
Speaker 1
right, well let me go on any of that right, so try again, so ip sorry it was ip config was it no nothing's on that screen, if there is silence or no speech, output only left is silence.
42:00
Speaker 2
[ silence] Yes, IP confirmed. [ silence] Is this any result?
42:00
Speaker 1
There's nothing, nothing's helping me on that one at all. If I go on to the internet option, it says, "I like set F2 to no internet, secure properties or disconnect." Hello? No, all I've got is if I click on the settings for it, and that brings up that brings us staff if you want anything else. [silence]
43:00
Speaker 2
Still no gateway, right? [silence] There's no gateway? [silence] Huh? [silence]
43:00
Speaker 1
there and it brings up all the properties on there. The battery has nothing happened. No, well, when I took IP config, that nothing happens. No page opens up at all. I do want, sorry. Yeah. I'm not sure if it reaches out to you, but I'll have a go. Let me see. Skip that. Get the password. [silence]
44:00
Speaker 2
Uh, this is under IPO config Mim, right? The command from. Uh huh. I see. Uh, will it be possible, Mim, that you can temporarily connect to your phone and then do IPO config? Yes, connect to your phone. And then, uh, do the IPO config.
44:00
Speaker 1
That's how I was connected and secured. So I pecked. pick for some reason it's just not opening up a page. Yeah. So I peck and fig, says run command, and window flashes up and goes straight off. [silence]
45:00
Speaker 2
[silence] even on [silence] even when you are connected to your dp link.
45:00
Speaker 1
[KEEP_UNCERTAIN] Yes, all lowercase. And that's typed in the search bar. Let me try it on. Yeah. on the web on the web bar. Yeah. Right, so in the search in the at the bottom where it says "type to search" in there or. No, I haven't got black screen. So all I've got is. Yeah.
46:00
Speaker 2
Yes. Okay. and then the I P config all lower case. On [silence] no, ma'am. [silence] on the command prompt [silence] uh type the type the IP config on the last uh right after the last letter, ma'am that you will see. [silence] I'm sorry. [silence] Are you typing it on the black screen, ma'am or not? Oh, okay. I see. Um, there's a search tab below and then uh
46:00
Speaker 1
Yeah. Yeah. Yeah. Right. Yeah. So com Yeah. Yeah. Yeah. I've got that now. Yeah. Yeah. Yeah. So I've got all the wireless LAN. gas after Wi-Fi, I've got all that information. And no, I've got IP IP before address, which is 192.168.1.192.168 is
47:00
Speaker 2
Okay, on the search tab, search for CMD. Charlie, Mother, Delta, you will see the command prompt. Yes, you have to tap the command prompt and then, uh, you will see some letters and numbers, ma'am. Okay. Yes. So, type the IP config right after the the last letter. Okay. Do you now have a IPv4 router and, uh, I'm sorry, IPv4, subnet mass and default gateway?
47:00
Speaker 1
That's mine. There's only one up in there. is that yours? Yep. Yours. Yep. I don't know it. Don't you let come out. Yeah. Safe. Hello? Yep. So that's the only thing I've got on there is the IPv4 address, which is 192.168.1.104.
48:00
Speaker 2
Yes, ma'am. Hmm. 1 0 4. and uh subnets.
48:00
Speaker 1
That's OK. Yeah. got several of those. So, I've got the same page I just had a minute ago. And it says, why am I seeing this? Should I be concerned? How can I bypass this warning? And it says, continue or then I've got Google Chrome. Yeah, on that one. Not on the blue one at the bottom. Yeah. Uh, this connection isn't private.
50:00
Speaker 2
We're on the right page ma'am. We are on the right page. Okay. Okay, so can you please uh look for the continue button on the bottom. Okay, press on continue. Okay, and uh you will be routed to another uh warning page or uh connection is not private page. Continue. Yes. Continue ma'am. Yes. Uh the blue one on the bottom. That's
50:00
Speaker 1
Yeah. Yeah. [silence] Yeah. and then it says access butthole. Yeah. Yeah, that's it. Yeah, smart Wi-Fi tools in 30 seconds. Yeah. [silence]
51:00
Speaker 2
K. if you're using chrome, there's an advanced button below, and then there's another link below, then proceed to unsafe. Okay, good. Okay, by default, the user name will be admin all lower case. Okay, let me know if it's inside, ma'am, or if you were able to go inside. You're inside, so are you able to see the smart Wi-Fi tools and boxes on the left side, oh right side, sorry. [silence] Okay.
51:00
Speaker 1
Yeah, this device, router, and internet. Yeah, so I've got a tick on this device and a tick on the router. Yeah.
52:00
Speaker 2
Okay, what does it say on network status, ma'am? First box, in the middle part. Okay, so that means that it's already connected. So, uh, this is this actually means, ma'am, that your internet is working, but it should be connected to the same setup. What happened earlier, ma'am, why uh the reason why you can't get, uh, a blue light on the top of the node. I'm sorry, ma'am, right now it still has this purple light because it's not it's not yet set up. But once we create a name for this, it will show you a blue light. So, let me just inform you the reason why you're not getting internet connection earlier when it was connected to your wall patch. It's because, uh, the connection is possibly not working. It's providing an invalid IP address.
52:00
Speaker 1
Okay. Okay. Yeah. Sorry, can you say it again? Sorry. End User License. Agreement privacy. Statement. Yeah, yeah. I haven't got anything in line with that. [silence]
53:00
Speaker 2
or a self-assigned IP address. Possible thing that you can do for that, ma'am, is replace that cable or check on the wiring. Okay, but for now, we will go ahead and set it up. Scroll down all the way to the bottom. Okay, kindly look for the CA letter, ma'am, that's inline with the end user license agreement, privacy statement, third party licenses, Okla privacy policy, CA. Yes, inline with the end user license agreement, that's on the very bottom part of the page, a very small footnote. Yes, inline with that, you have CA. [silence]
53:00
Speaker 1
No. Oaker privacy policy. No. Yeah. Yeah. Yeah. Yeah. [silence]
54:00
Speaker 2
Okay, so this will be your preferred Wi-Fi network, ma'am, for your device. Oh, anything that you want, ma'am, anything that you prefer to that you want it to use for your Wi-Fi. This will be your personal. You can use please do not use the same name, by the way, ma'am, for the TP link to avoid confusion in the future if your friends. Let me know once you're done creating the password, ma'am, okay. [silence] Okay, below the password, but there's a button, ma'am, setup.
55:00
Speaker 1
Yes. The slide changes. Yeah. No, it just says waiting. For a
56:00
Speaker 2
Okay. Do you have any error message, ma'am?
56:00
Speaker 1
Now it's still waiting. Does it normally take this long? Yeah.
57:00
Speaker 2
Okay. I'm still waiting. Okay. Usually no, ma'am, you shouldn't be getting an error, okay, can you do this, please? Check on the Wi-Fi settings. If you connect to a Wi-Fi, all of your settings will be reset. You have to factory reset the password. Okay, please go ahead. You feel?
57:00
Speaker 1
Right, hang on, it's not doing anything on there. My Wi-Fi settings, yeah. Yeah. Yeah. Yeah, it says connected and secure. Yeah. Yeah. Yeah. Thank you.
58:00
Speaker 2
Wi-Fi settings of your computer. Go to Wi-Fi. OK, look for the name that you just created for your device, for your nodes. Is it showing up? OK, can you connect, please? OK, so that means that it's now configured. Yes. You are on the other room, ma'am, right? Uh, far away from the pair. OK, anyways, uh, we will check on that. Um, connected and secure, that means that you're already set up. Can you now check ma'am, the light on the top of your node? solid blue. Okay, that's good. Yes right now ma'am, your device is already configured. It's just that we cannot move it yet because on the room where you want to put this node permanently because the connection you have in there is defective or not working. So we have two options ma'am um I'm sorry three by the way. First option is uh you can ask someone uh a technician uh to check on the wiring. Anyways, you have a computer that we can wire. You will know, you will know ma'am, if it's working or not. If you connect your computer to it and it gets internet connection, you'll be able to get internet. When wired, connected. Um,
58:00
Speaker 1
Yeah, that's what we did, we moved it, we had it connected to a box in the house and we run the cable round to the box in the, in the other room. So, we did that anyway, so, and it's been fine for years, so if we check that, um, okay, okay, okay. Yeah. Okay. So, I thought this, yeah. So, I thought this is what this would do. It would be used as an extender. No.
60:00
Speaker 2
The second option, ma'am, is you can get a longer cable, like a – enough to reach from the TP Link to your to that room, and then you can just move it, move the node. The third option, yes. Yes. Yes, I see. Yes. The third option, ma'am, you can get another node and then make it as a slave node here, existing client node, that will work as an extender using the same Wi-Fi name and password. Uh-huh. Unfortunately, no, ma'am, if they're uh those devices are both um.
60:00
Speaker 1
Right. Right, okay. So at the moment, it's just used as... So how is it being used at the moment then? So if I move that out there and the wiring's okay, how would it work? Would it just be extension of our legacy? Yeah. Okay. Okay, that's fine. That's lovely. So if I unplug it now and try and plug it in and it doesn't work out there, it's our wiring. Yeah. Yeah.
61:00
Speaker 2
develop or laces possibly yes but there it's a different brand so it will not work as a mesh yes I'm sorry if you will have yes ma'am if you will have this long cable enough to reach the other room just make sure to plug it in the same port where it is connected right now if it's in port one it should be on port one then you can move the node okay yes actually it's really the wirings ma'am or the the ethernet cable or the connection uh to that yes one six
61:00
Speaker 1
Okay. Okay. So there's no point in me moving this box now, then is it? I'll need to check the wire in first, then. Yeah. Okay. Okay. Thank you very much for all your help. Thank you. Okay, that's great. Thanks for your help. Thank you. Thanks. Bye.
62:00
Speaker 2
Nine, the IP address that we are getting when we are connected to the walk space or through the cable is really an invalid IP. Mhm. So you won't really not be able to get internet connections with that IP address. You're welcome, ma'am. Happy to help. And you can call us back if you need further assistance and we are open until 9:00 PM, Mondays to Fridays. Okay. You're welcome, ma'am. Have a good day. Stay safe. Bye-bye.
62:00