V2 Rubric Detail — 8cb91a04-6bec-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 14:38
Duration
132m 41s
Contact
Traci Myers
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134046
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (10 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
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication0.00/5
Ownership2.86/5
EscalationN/A
Customer Exp1.07/5
Overall55.0% (+33.0)

V2 Grader Summary

The agent achieved a successful resolution by identifying the modem as the root cause after thorough troubleshooting and advising the customer to contact their ISP. However, technical inaccuracies, poor communication, and lack of continuity significantly degraded the customer experience. The outcome was valid, but the process was inefficient and unnecessarily burdensome for the customer.

V1 Case Analysis

Customer (Tracy Myers) reported no internet and red lights on C4500 (parent), WHW03, E5400, and E6400 nodes. Agent incorrectly stated E5400 cannot be a child node of WHW03, guided through unsupported MAC cloning and radio power adjustments, and advised ISP contact without confirming modem functionality. Ticket 1-34046 created.

Troubleshooting Steps
  • Collected customer name, email, and serial numbers
  • Informed customer of out-of-warranty status and collected $15 payment for paid support
  • Guided through multiple resets and power cycles of parent and child nodes
  • Attempted unsupported MAC address cloning and radio power adjustments
  • Connected laptop directly to modem to test internet (no connection confirmed)
  • Advised customer to contact ISP without verifying modem functionality
Key Observations
  • Agent incorrectly stated E5400 cannot be a child node of WHW03—both are Velop-compatible (WHW03 is Velop AC6600, E5400 is Velop AC2200).
  • Agent instructed customer to perform MAC address cloning—this feature is not available on Velop systems (KB: `adjacent_network_security.md` and `universal_mesh_node_management.md`).
  • Agent instructed customer to adjust radio power settings—unsupported on Velop systems; radio settings are managed automatically (KB: `adjacent_network_security.md`).
  • Agent collected payment for paid support without confirming the issue was within scope or providing self-help alternatives.
  • Agent advised ISP contact without verifying modem functionality or providing troubleshooting steps for modem issues.
  • No KB articles or self-help resources were referenced or provided.
Positive Highlights
  • Agent collected customer name, email, and serial numbers.
  • Agent attempted to power-cycle modem and router as a standard troubleshooting step.
  • Agent provided a ticket number (1-34046) for future reference.
Agent Errors / Gaps
  • Incorrectly stated E5400 cannot be a child node of WHW03—both are Velop-compatible and can coexist in the same mesh (KB: `universal_mesh_node_management.md`).
  • Instructed customer to perform MAC address cloning—this feature is not available on Velop systems (KB: `adjacent_network_security.md`).
  • Instructed customer to adjust radio power settings—unsupported on Velop systems; radio settings are managed automatically (KB: `adjacent_network_security.md`).
  • Collected payment for paid support without confirming the issue was within scope or providing self-help alternatives (KB: `universal_support_contacts.md`).
  • Advised customer to contact ISP without verifying modem functionality or providing modem troubleshooting steps (KB: `universal_escalation_guide.md`).
  • Failed to reference or provide any KB article or self-help resource for the customer to use independently.
  • Did not acknowledge or de-escalate customer frustration after repeated failed troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly identified that the modem was not providing internet after direct testing and advised the customer to contact their ISP, which is the appropriate resolution path.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted multiple relevant troubleshooting steps: power cycling, factory resets, 5-press pairing, Ethernet cable checks, and direct modem connection test.
R3 Met Correct resolution path conf 90%
Despite the device being out of warranty, agent performed full troubleshooting and only concluded with ISP escalation after ruling out router-side issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified symptoms (red lights, no internet) and eventually determined the modem was at fault, but diagnostic flow was disorganized with redundant questions and unclear transitions.
T2 Met Appropriate tools / resources used conf 90%
Agent used appropriate tools: reset button, power cycle, Ethernet cable swap, and direct modem connection test — all necessary for the scenario.
T3 Not Met No misinformation conf 85%
Agent incorrectly stated IP as 192.68.1.1 (should be 192.168.1.1), gave inconsistent MAC clone instructions, and confused firmware details.
Communication
C1 Not Met Clear & professional language conf 90%
Call had long unexplained silences, abrupt transitions, no framing of steps, and agent lost control during technical confusion.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms like 'MAC address clone' without explanation, failed to confirm understanding, and did not adapt to customer's clear confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and stayed on the line despite complexity and payment requirement.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a ticket number and next step (contact ISP), but did not set a timeline or follow-up commitment.
O3 Not Met Closure confirmation conf 90%
Agent repeatedly asked for serial numbers already provided and did not reference prior setup attempts, indicating lack of continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved with correct next step.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent opened with empathy ('I totally understand your concern'), but became mechanical and did not acknowledge growing frustration.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, technical tone throughout, failed to match customer’s pace, and did not adjust despite repeated confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial numbers, re-explain setup, and perform redundant resets due to agent disorganization.
Call Transcript202 turns · 226 lines
Speaker 1
Welcome to. Please reload your background. There's no device for it. They're going to make us pay for service. Well. Hi, we own um i don't know if they're called routers now or not. Actually, I think our router is linksys. Oh good, our router is linksys. So yeah, we need to
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 registered.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling linksys. This is Reggie, how can I hope you today? Mm.
00:00
Speaker 1
We have, we have a router with you, and then three extenders, extender towers, so that we can get internet on our whole property. And we don't have, we have had internet in the house, but the extenders, two of the extenders were out, one of 'em was still blue. So we need to figure out how to get a to communicate with the extender towers again to get everything back out where it belongs. So you need a serial number? Nope. We've called you, we've called you before. Yeah.
01:00
Speaker 2
Mhm. Mhm. Mhm. Okay, so I totally understand Okay. So I totally understand your concern, ma'am. Yes, I need the router information, and also your information to create a record here in our system. Is this your first time contacting us for support? and you are calling from United States. May I know your first name and last name? [silence]
01:00
Speaker 1
Tracy Myers, last name is spelled M Y E R-S. Spell the first name. Tracy. T R A C I M Y E R-S. 1992@Yahoo.com. Yes.
02:00
Speaker 2
And your callback number, Tracy. So your first name spells as T-R-A-C-Y. OK, thank you for that. And your callback number? Yes, and your email? OK, so you mentioned earlier that you have one router from Linksys, which is your parent node, and then three extenders. So four Linksys routers in total. Can you please provide the serial number of the child node that lost internet connection?
02:00
Speaker 1
30N 10M 2A B13149. Oh yeah, an E500. A E5, or rise broadband. Yeah. yep and then broadband oh yeah just B-R-O-A. Be bnd Okay, that's fine. What do you need from the modem? Oh, describe the setup um. Yes, the the
03:00
Speaker 2
Before we proceed with your concern all about Tracy, I would like to set an expectation regarding the warranty status of your Linksys router. Okay. So it indicates in our system that this router is no longer under warranty and I really apologize, live support is no longer available. However, we have paid support. So I can still assist you regarding your concern but you need to pay $15. And it's good for 60 minutes of troubleshooting. Yeah but can I describe your setup topology? Um, Tracy, from the modem describe your setup. Okay, modem and then this router from Linksys.
04:00
Speaker 1
Okay. All of them are Linksys. Tiles nodes? Uh what kind of... Uh... I have, (I have one Linksys router and we have three extender towers), but I think they're calling the extender towers routers now, but they don't, they're not exactly the same. Yes. All right, we have to go to our first one of that. Uh of that. [silence] to the
05:00
Speaker 2
can you provide do you have four linksys devices in total and this router setup as a child node um okay so you have four linksys devices in total and this router setup as a child node how many linksys router do you have? the one or the four can you provide a serial number to the three extenders
05:00
Speaker 1
Alright, that's that under there. Alright, I found it. Okay. I'm just coming up. Alright, it's 2-0-J is John, 1-0-C is Charlie, 6B is Bravo, 7-76-1-8-0. Yeah.
06:00
Speaker 2
zero Juliet, 10 Charlie, Number six, boy, seven seven six one eight zero.
06:00
Speaker 1
They're all working. They just have the red. They're all getting power. They're just one of them was still working. So one of them is still have the has the blue light. And then the other two have done have had the red and we keep trying to reset them and they're not re-communicating with each other or the router. They're just plugged in. So the router is plugged in.
07:00
Speaker 2
[silence]
07:00
Speaker 1
Those are Wi-Fi. Those, that one should be Wi-Fiing to this one. That one should be Wi-Fiing to the one. Okay. So they communicate with each other via Wi-Fi or basically would be Bluetooth, right? Since they're not wired to each other. So yeah, one of them, one of the first tower is... Oh, so the very first router. Oh, what is it attached to? Power. I know it's sorry. I'm having a hard time understanding. So you got a, yeah, you got, Oh, she's saying something about WW3? So all those things that are, yes. Yeah.
08:00
Speaker 2
Yeah, but this E 5400. Yeah. What is the light indicator of the parent node? Yeah. Because this E 5400 cannot be a child node. Yeah, it will not work as a child node with your WHW03. So you wired your E 5400 to your WHW03. Yeah. Because your WHW03 trace mesh devices from
08:00
Speaker 1
I don't understand. I don't know what you're saying. child mode. Child mode. Oh, it's um, attached via. What number is that? What number is? I don't know. There's no numbers on them. Which one goes to the tower? I have no idea. It has to, cuz this one is the one that comes out of the box in the wall that's coming in from outside. Well, then it's this one. So it's this one. And does that have another node? No, it doesn't. It's just the first. Actually, we have it in the fourth ethernet port. So it's it's. The first tower, extender tower is hardwired to
09:00
Speaker 2
Sorry, your E5400 can't be added as a child, now, via wireless to your WHW03.
09:00
Speaker 1
The e5400 router. Yeah, all of them are different. Are those little things all different? I don't know. So the towers all have a different eh, okay. So, okay, wow. Okay. Let's do the one that's hardwire. Oh my gosh. This is crazy. I'm going to unplug it because I can. Can. Okay. Yeah. We all have different serial numbers. We need to take some notes about these crazy things. Oh, don't let that disappear. [silence]
10:00
Speaker 2
Okay, can we provide the serial number of the WHW03? Okay, you already provided the E5400. One of your WHW03. How bout the second one? Yeah, each of the device has its own serial number to verify.
10:00
Speaker 1
Go that way please. Okay. This one is two zero J one zero C. Is that Charlie six B as in boy 77 623 zero. Okay. Go from the B 77 62 30. Yeah. Okay.
11:00
Speaker 2
Okay, sort is two, zero J for Juliet, one, zero C for Charlie, six B for boy, seven, seven, two, three, six, zero.
11:00
Speaker 1
Yes. So this is one that's wired to the... Come on. All right, so we're gonna have to go out to the garage and get the other one. Justin, don't plug that in yet until we can write down those serial numbers cuz that's a pain in the butt. If this keeps happening, we're gonna have to have those written down somewhere else besides. Just bring it in cuz we just have to get them all going again together anyway. We need to number these things so we know where to go in the house. So we just have to get them all going again together anyway. We need to number these things so we know where No, our main router is the C4500. Yes. There's columns, there's a WH. We have a wired router. We have.
12:00
Speaker 2
Okay.
13:00
Speaker 1
We're wired router. And then the first power is wired. So we have the, yeah, the W or the E. I think I, it looks like a five, but she's saying it's a six. So the E6400 is wired and that's our first connection. And then the WH503 and what's the serial, is this, is this one what the serial number that ends in 30? That is hardwired to the E6400. Why? Why do we need to set up? Oh cuz we own three acres. And so we have a building um away from the house that we are needing to have our internet go to. [silence]
14:00
Speaker 2
Okay, and main other reason why you need to have this setup Yeah, because your WHE
14:00
Speaker 1
really? huh, we weren't told that when we set it up to begin with because they sent the they sent the first router, uh, well, the first time we had it set up, they had us set up the router through the the E6400 was what they had us start up with or that's what we've always had. we bought the extender towers to extend it out, so we weren't supposed to use the original router. Okay, so just use these three.
15:00
Speaker 2
[silence] compared with your parents node which is your E5400. [silence] supposed to be your WHW-003 should be set up as a main router. Yeah, because. Yes, you can actually rate of your E-5400 and continue to use your mesh system, which is the W. . so since you have three notes, you're going to set up one of the
15:00
Speaker 1
OK, we'll just eliminate the one the first one the E6 400 eliminate that one and put this one as our first one. OK, OK. OK, that's two zero. Did you get that? two zero J one zero B as in Charlie 6 B as in Bravo 7761 67. Or just so the last digits are different. Mhm.
16:00
Speaker 2
Yes. [silence] [silence]
16:00
Speaker 1
okay thank you okay can you stay with us just
17:00
Speaker 2
okay. So, this call is not recorded for security purposes while we are gathering your credit card information.
17:00
Speaker 1
Hello. Okay. All right. I'm ready with my credit card. Tracy. T R C I. S and N the Myers. M Y R S four eight zero two one three nine eight five four seven eight four four nine four. Four.
18:00
Speaker 2
okay, let me just prepare my tools, just give me a minute [silence]
18:00
Speaker 1
05? Of 28? Two. Or eight, two, six. Sorry. Yes. Yes. Justin, can you give me the last four digits of that one? I'm writing all this stuff down so we don't have to do this again.
19:00
Speaker 2
and the two-digit expiration for the month and year. And a security code of the card. It's okay. And your email is this. Racy Myers [REDACTED_PAYMENT_DIGITS] at yahoo.com for the receipt.
19:00
Speaker 1
No, I don't have any internet connection. [silence] Okay. [silence] We need to get the power pack. [silence] power pack. [silence] Oh, yeah, so I'm going to get the the because it sounds like. So is what is one of them still going to be hardwired? [silence] Oh, they can't hardwire it to that one. Right, but none of the other ones will be. okay yeah we're getting everything set up, sorry. [silence] Okay.
20:00
Speaker 2
okay can, let's check your email Um Casey ok so let's proceed on setting up your link this mesh system can you please gather all the nodes where is your WHW03 same room with your modem to re step and reconfigure your link this mesh system. okay read off. yeah it's okay. can you now take out the A5 400. [silence] [silence]
20:00
Speaker 1
[silence] sorry it's going to take us a minute to figure out how to disconnect all this stuff [silence] you're not plugged in back there airplug it's plugged in right here nope i need this okay oh because that's just an extension cord sweet thank god i don't want to have you guys that right now and the one i'll be going back in there anyway i think are these going to extend far enough now or we have to put them further away well that one should reach to that one hopefully you're right it's not too much
21:00
Speaker 2
nine, no internet yet, yeah it's okay just take your time Tracey
23:00
Speaker 1
and we got blue. Right? So now that's plugged in. Okay, so we can take this out. All right. We have the first tower. ... that it's pulsing blue. whatever that is. Yes. Just want to make sure. It's the 20J10 C 6B 7762 30.
24:00
Speaker 2
Can we provide the serial number of your new main router? Gracie.
24:00
Speaker 1
Okay, hold on a second. Let me grab my husband, so we can get those put in. We have our modem is in a closet, and everything else is out in the house. Justin, we need the two towers, three to five feet away from each other, and plugged into outlets. So, we need to bring them together. We have to disconnect all of that stuff. Here, let me get you, Dykes, we should have just taken all these things off of here. We have all of our wires secured because I have a home daycare, so they're all stapled into the wall basically in channels.
25:00
Speaker 2
and then the other nodes of the WH wall O three, uh, kindly place them about three to five feet apart from the main router and also from each other and plug them directly to a wall outlet. Yes, on the same room for the setup process.
25:00
Speaker 1
Justice, do you need these? Okay. Well, we have the one right here. Why don't we just connect them all right here? Then we can plug in one and we can get the other one three to five feet away. Okay. We actually I think we got it figured out although we're not going to be able to get with them three feet of that one. [silence]
26:00
Speaker 2
we can we can actually set up your link's system one at a time. Mhm. So all you need to do is to make sure that the main router is connected directly to the modem. And for the other nodes uhm Tracy, we can set up them via wireless.
26:00
Speaker 1
through the wall doesn't have to be like can there be a wall? he said that we can she said that we can just set them all up separately and not have this one hardwired. then why are we doing it? Well because we just came up with plan B because it was taking too long I think. Um yeah so we really can't pull the cable back through the wall and stuff like that right now. this is probably five feet within that don't you think it's through the wall? we got extension cords in the bathroom. let's just get them all next to each other then. I'm saying you got. work to the bathroom. all right we're gonna get them all next to each other. we have them all in hooked Justin? Yeah we got them all plugged in. yeah they get the other ones. the ones aren't gonna be able to or we're not trying to hardwire all of them right? Okay. he is hardwired.
27:00
Speaker 2
okay, and then, no need, make sure that the main router is the one that is hardwired to them.
27:00
Speaker 1
Okay, hold on just a second, let me get the extension cord out here so we can get them plugged in. All right, so which one are we doing that with now? Okay, so I need to reset all of them. Okay, so the one that's plugged into my modem I need to reset. Okay, so just. Okay. Okay, my husband's. Yeah, that one
28:00
Speaker 2
hold the reset button each of your nodes tracymor for about 15 to 20 s please.
28:00
Speaker 1
I have been taken out. So it's no longer connected, right? Yeah. And then my husband is grabbing the other. I thought he already had it in here. I'm losing my ever-lovin' mind. We have three little towers, okay? Let me figure out what he did with the third one. There he is. Okay. Okay. Oh yeah. All right. So we only have one extension cord and one plugin in here. Let's plug in one right there. Just unplug... not that because that's the extension cord. Plug it in right there if you can. I think you can plug it in right there. I know, just move. Okay. Sorry, I was just trying to help you. All right, so now we have to, we need to reset all of these motors.
29:00
Speaker 2
yeah and also from the parent more. Okay. And you may now proceed to press and hold the reset button each of the WH003 for 15 to 20 seconds Tracy. Yeah. You can make sure to properly reset the router, yeah, to avoid any issues when you're going to proceed setting up your routers.
30:00
Speaker 1
they need to be three to five feet within each other. yeah, I know. within. all right. they've all been reset. they're all blue? this one's not come back on yet. oh, is it not? it starts red. okay. for anything. oh. yeah. okay. so we reset and then my husband reset another one again because it turned red.
31:00
Speaker 2
okay, make sure the light indicator blank ran, blank of solid blue. okay, you mean now release when it's turned to solid blue, and it will blink gone turn to solid red again, so the light indicator must change when you're going to reset the note.
31:00
Speaker 1
So, he just hit reset again, so now we can leave them alone. Leave them alone? Yeah. Yes. All right, so now they're all blue right at the moment. That one's Okay, that one just turned red. Okay. Once it's red, then we'll let her know. Okay, the main one, number one just turned red. Number one is red, number two is red. Yes. All right, so we're waiting for number three to turn red. We messed with it when I turned red last time, so I think it's gonna take a minute.
32:00
Speaker 2
Yeah, yeah, I feel like it'll blink red. OK. Let me know once they are all solid red. OK, that's good. And make sure the ethernet cable is properly plugged in from the modem to the main router. Oh,
32:00
Speaker 1
Number three just turned red? Yep. You said they're gonna turn blue again pretty quick, right? Or eventually? Okay. Okay. Right, right. Now they're just communicating with each other, or trying to anyway. Okay.
33:00
Speaker 2
Okay, that's good. Solid red after it's reset. But of course after we successfully set up your linksys router, it must turn to solid blue or solid green. Yes. And may I-
33:00
Speaker 1
it's 1 level and we have 2,000 square feet in the main house and then it's extending another at least how far across is there to the shop? Well, from from the tower to the tower, that's probably 7580 ft 75 about 75 80 feet from tower 2 to tower 3.
34:00
Speaker 2
You know, how big is your house and how many floor levels does it have, Tracy, for the setup process? [*mumbles through the process*] So, approximate it measures... Okay. So, from now on, your setup must be like this. So, your main router, which is the WHW-03 and the two other nodes are your extenders to extend the Wi-Fi coverage on your shop. So, they are all connected, right?
34:00
Speaker 1
They're all still red. Yes. Solid red. Okay. Okay. We did it five times. It's red and it's pulsing red. So now it's kind of like an orange color. It definitely went to a lighter color and it's pulsing. Okay.
35:00
Speaker 2
Solid red or blinking? Okay, they're ready for setup. So, let's proceed to set up your Linksys devices Tracy, go to the parent node. and then press and release the reset button of the parent node five times within five seconds. and what is the light indicator of the main router? Okay, it's setting up. okay, so it will take three to five minutes to set up your Linksys nodes, so kindly wait and observe. if the child nodes are
35:00
Speaker 1
okay so pushing their five times and the moving on before we had to push five times in a second mostly because it was terrible but do you wanna go grab that little piece of paper I'm writing it down on that and then I'll put it on my phone too. It is now solid red again. The number three is blinking. Number two is just still solid red. The main the main is now solid red.
36:00
Speaker 2
Okay, how about the child nodes, Tracy? Are they blinking? How about the main router? [silence]
37:00
Speaker 1
[silence] No, the one is blinking. One is blinking. What color is it blinking? It's blinking red. blinking red. And then the parent one is solid red and number two is solid red. Dude. [silence] We need to unplug them.
38:00
Speaker 2
and the two child nodes are all solid red. Okay. Tell me power cycle both modem and the main router from Linksys. So unplug the adapter or the power adapter of both devices, which is your modem from your rice broadband and the main router from Links. And wait 30 seconds up to one minute to plug the power back.
38:00
Speaker 1
the modem, yeah. should unplug the power then. Yeah. Yeah. So the router, the, the modem and the, so our main router is the parent one. Okay, so we need to unplug that. Yeah, the the black boxes plugged into any of it, you told us to just to, that's gone. Matt, we don't need to talk about that. She's talking about that box. The white box? Yes, and that is so I just plugged this. Yes, just unplug both of them. Although we're supposed to unplug that. I don't know where that power source. No, it's just unplug this and the power. I don't know where that's plugged in. That's coming in from the internet, that's our internet in. That's coming in from outside. Yes. You know where the plug in is in the power. that has to have electricity, right? It's.
39:00
Speaker 2
modem and a main router. Yeah. And the modem is the block box provided by your Rise Road man. yep, do you have a modem, Chrissy? yep, make sure the ethernet cable's still connected from the modem to the main router. So all you need to do to this is to unplug the power adapter both devices. yep, proceed. Okay, you may now proceed to plug the power back of the router from linksys and then plug the power back of the modem.
39:00
Speaker 1
[silence] that is more than likely the modem power oh no that's not all right let's see what happens all right we need to get this to where I can see the damn thing so I'll put a bug in here why is that attached to okay all right [silence] so the parent tower is flashing blue number 2 is red, what's number 3, Dustin? it's still pulsing red. number 3 is still flashing red. Okay, so now the parent tower just turned green. Okay, it's solid green now. no, these are the child nodes. Oh, the child modes. Okay, now we see what we're calling the Oh, I get it. parent and child. I'm going to write that down because it's Okay, let me get that going. So there's on the bottom of here, there's something that
41:00
Speaker 2
Let's just wait for the child nodes to turn solidly in okay to get Tracy while waiting for the child node to set up. Can we connect your phone to the Wi-Fi name and Wi-Fi password of the parent node labeled on the bottom to verify if you have Internet connection?
42:00
Speaker 1
... name and password. Okay, let me find that on my phone. There it is. All right, it shows. Stop lying to me. So, has no internet. Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] That connection. Now it turned to solid red. Shoot. Crazy. Yes. One is, the modem is coming into, and one, the, The parent internet supply is coming into. Okay. [silence]
43:00
Speaker 2
Yeah, but the light indicator is still off [silence] solid green or turns to solid red? [silence] Okay, since that Parents now turns to solid red, can you transfer the ethernet cable to the other port of the main router, Tracy? [silence] So you rmain router has two ports, right? [silence] Okay. [silence] Yeah, transfer. [silence] Yeah, transfer the ethernet cable to the other port of the main router.
44:00
Speaker 1
I saw the light. They're not labeled? Yeah, they're not labeled. Hmmm. Yeah, they're both just labeled ethernet and one 20. All right. Now it's flashing red. Do you have your laptop? I don't know that it has an ethernet port. I'm sure it does. Do we have an ethernet cable?
45:00
Speaker 2
And while waiting for that router to be fully boot up, do you have a computer, a laptop that has an ethernet port which we can use to wire directly to the modem?
45:00
Speaker 1
No. She's taking... she's connecting that one. Yeah, I'll go grab my laptop. [silence]
46:00
Speaker 2
Now we can use the Ethernet cable that are currently connected from the modem to the main router. [silence]
46:00
Speaker 1
That's not even up there. There's two on that side. That's two there. Yeah, if we have an Ethernet port on our laptop. I'm booting up my laptop now. always flashing red. Okay, too solid red. It is a windows. Um, it's not the brand new. Just take that yellow one and plug it into your computer. Is that what they're saying? Yes. Okay. One day should reach which one. [silence]
47:00
Speaker 2
it's okay that's good and what is the current light indicator of the main router okay can you please unplug the router and wire this computer directly to the modem is it a Windows or Mac Windows 10 okay unplugged
47:00
Speaker 1
It's not going in there again. Maybe that's not it though. Maybe that's not what that actually is. [inconsistent audio] Oh, that's not. Oh, there we go. Oh, good. We got it. Okay. We just need to have that channel drop down. Yeah. So ask her again what you want to want her. She wants to see...I'm still trying to get this thing to be that all of our computers are very ancient. To see if I can get it on the internet. So once I get this up and run and I can...[silence]
48:00
Speaker 2
main router or the parent node from linkages and then connect the ethernet cable directly to your computer and then since you have the direct connection from the modem, check if you can browse or access the internet when it is connected directly to the main router or stratus node
48:00
Speaker 1
I'm still getting my computer to. Sorry, I'm still trying to get my computer to boot up. It's a little old. It's I I just entered in my password, so I should be able to mess with it here in a couple minutes.
49:00
Speaker 2
Okay, so were you able to browse or access the internet while connecting directly to the modem? Okay. Yeah, that's okay.
49:00
Speaker 1
[silence] Well, that's just like dial up again. All I get doing this is saying they're doing nothing. Yes. And just my computer. Sorry, my computer is just not really waking up. And I'm using the battery, so that's probably one of the reasons. Let's fully charge them. I got computer. Oh, now it's gonna work. [silence] Maybe.
51:00
Speaker 2
So, are you connected directly to the modem? [silence] And then check if you can browse.
52:00
Speaker 1
[silence]: on ahead and go hon.: Although:. uh:. if the the girls show up, uh, who is going back to the corner?
53:00
Speaker 2
s? Of your modem. Okay. That's okay. [silence]
54:00
Speaker 1
I got to go. I got to go. So. All right. Yeah, there's only one. It's really old. We, it's, um, it's from another company, called Sopras Wireless. So, my guess is that this modem is probably from, I don't know. The modem's probably a good 20 years old, maybe more. We've been in here for 11 years, so I really don't know how old the modem is. We've never had to mess with the modem. Only one. Yeah, let me make sure. Yeah, the modem only has one port.
55:00
Speaker 2
But how many ports do you have with your modem, Tracy? There's only one port. Yeah, that's what you see. There's only one port.
55:00
Speaker 1
Okay. Okay. I'm gonna, I'm gonna see if I can still not showing. For Some Reason, my computer's now putting itself in airplane mode. but i can't seem to turn it anywhere
56:00
Speaker 2
a plain modem. But let's just try to wait for your computer to to turn on so that we can proceed.
56:00
Speaker 1
Okay, trying to get it to open.
57:00
Speaker 2
Yeah, disabled airplane mode.
57:00
Speaker 1
Yeah, I've never had to think it. I'm so it's literally not going to open. Oh, there we really do, open up network, sitting stupid thing. [silence] that's what I'm trying to get to where it'll even recognize. So I can just, because the modem is plugged in directly into my computer, I should just be able to open a web page. Okay. Oh, I won't be looking. I wouldn't have to look for Wi-Fi because it's hard wired. Okay, sorry, this stuff is just way over my head. Okay. All right, I'm trying to open a web page now.
58:00
Speaker 2
uh now make sure your Wi-Fi your mobile data your hotspot is tuned off since you have a direct connection to the modem and once you are connected directly to the modem you're supposed to be go online and have internet connection. Yes, exactly. You can open a web page or you can browse. Yeah, exactly. You have direct connection.
59:00
Speaker 1
Everything got messed up because our power went off for nine hours our electricity. Okay. Still trying to open the web page now.
60:00
Speaker 2
and let's check also if the modem provides internet connection because our linksys router uh Tracy is dependent to the modem who provides internet so we tried to wired a different device directly to the modem to verify if it is providing any internet connection
60:00
Speaker 1
Do the new laptops even have Ethernet ports? Most of the new ones? All right, it looks like it opened a page. [silence] So, yes, a Google page did open, so the browser did open. Yes. uh-huh. Can you spell that for me? Oh, command prompt. Okay. What do I do from here? Click on it? [silence] Click on the icon on the left. Yes. How do we shut down the command prompt? You test right click and say exit or say exit. Okay, let me see. Say exit? [silence] What's that? Oh, it shut it down. [silence]
61:00
Speaker 2
So, when you wired your Windows computer directly to the modem, so were you able to access the internet, Tracy? Okay, it did open. Can you please try to search a command prompt? So go back to the front page of your computer? computer. Then on the bottom, Tracy, you can see a search bar. Beside with your Windows icon. Can you please search for a common prompt? CMD. Yeah. Charlie Mike Delta. Or the command prompt C-O-M-M-A-N-D P-R-O-M-P-T. Yeah. Okay. Okay. Since you're currently on the black screen, please try to search for a common prompt.
63:00
Speaker 1
Yes. Okay, now it's on the black screen. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. silence
64:00
Speaker 2
Then can we look for your IPV4 address? [silence] Are we able to find it?
65:00
Speaker 1
it shows I P configuration rise broadband.com wireless local change Michelle. these are the ones. Oh there I found it. IPv four address. Yes. Okay. I found that it's 1 7 to to a period one seven. period 1 3 zero period 1, 70 a period 91 to 1 to 134 period 1 70.
66:00
Speaker 2
[silence] Go to settings. Yes. Sorry, 392.
66:00
Speaker 1
[silence] our physical address for our home is 501 is 501. [silence] Oh, it should say something under physical address. Oh, right there. Ha ha! 2 C is in Charlie 44 actually there's a dash so 2 C-44-F is in Frank, D is in Delta-B is in Boye 2-7-D-0 C is in Charlie.
67:00
Speaker 2
How about your Mac or physical address? Your [silence] Your physical address. [silence] Hold on. Your Mac or physical address? Sorry. Two, C, for Charlie, colon four, four, colon two, for number two. Charlie. Can you [silence] please repeat? [silence] To provide your, can you please repeat? [silence]
67:00
Speaker 1
C2 or C2C is in Charlie dash, 4 for Frank D, is in Delta, dash B for boy two, dash seven B. I'm not too sure. What? Oh, Delta again, dash zero C, is in Charlie. So, yeah. Yes, yes. Yes, yes. Okay.
68:00
Speaker 2
Okay, so it's 2 PDF, colon 44 colon or 8 d colon, boy, 2 colon 7 d for delta colon 0 C for charlie Okay. Can you please unplug the computer and connect your router back to the modem
68:00
Speaker 1
ha ha. We could come up. Oh, I didn't unplug it from the. Oh, okay. I see what you're saying. Okay. You want me to plug it back into the router. Okay. All right. [silence] Got it. I went ahead and changed the Wi-Fi to the 5G. You can go ahead Haha. Tons fucking aunts.
69:00
Speaker 2
Now plug the router, yes, back to the modem
69:00
Speaker 1
Are you still there? Oh good. it's still flashing red. It is in the parent router. Okay. Hey, switch the guitar. Okay.
71:00
Speaker 2
[silence] Okay and then while it's booting up, let's check if the Wi-Fi name of the router is broadcasting Tracy and connect your computer to the Wi-Fi name and Wi-Fi password.
71:00
Speaker 1
not connect no connection yes yeah I tried [silence]
73:00
Speaker 2
What is the error indicator solid red? Okay, now we're using the Wi-Fi name and Wi-Fi password of the parents' dog, can you connect your Windows computer Tracy? Even if you don't have internet [silence]
73:00
Speaker 1
Yeah, I tried to connect it, it says no internet and my phone is still saying no internet. Yeah. Yep, no internet secured. yes, it's open. So 192.68.1 or, dot I, is it that 1.1 or dot I dot I? ah, for some reason my brain was doing eyes, which is not good. 192.68.1.1. Okay. And enter. [ silence ]
74:00
Speaker 2
Connection. Secured. No internet secured. Okay. Can we open a browser, such as Google? And then on the address bar, enter 192.168.1.1. Okay. Yeah, it's okay. Exactly. And then press Enter. Yes.
74:00
Speaker 1
Say again. It says. Not secure, but it's still trying to open. Oh, it says this site cannot be reached. took too long to respond. Yeah. I think. So type in my that my the router
75:00
Speaker 2
Okay. And are you routed to a page that shows your connection is not private? What is the информации shows after you enter? Click to access the web interface. Click advance or continue. Okay. How about myrouter.local?
75:00
Speaker 1
Local. Yes, I did that one. Okay. Okay. So these should be turning blue again at some point, shouldn't they? Okay. Okay, internet connection. It says internet connection is down. Yeah, access developed. Yes. [silence]
76:00
Speaker 2
Yeah, make sure you're connected to the parent node, which is the underscore Velo395 lobe setup. The Wi-Fi name and password labeled on the bottom of the parent node. Okay, how about my router.local? Y in the router the local. Yeah, that's way we're trying to figure out. We're trying to access its setting to figure out what's really going on. It asks you to access to router.
76:00
Speaker 1
Okay. Okay. Yes. It's still, it's still turning, right, at the moment. Okay, now it shows no internet connection. Yes. Oh, there you go. Yeah. Okay. All right. How's the bandwidth? Okay. Do the status quick report.
77:00
Speaker 2
She's already type-admin admin. So are you in the Linksys smart Wi-Fi tool? What is your network status? It shows no internet connection. Maximum. Okay, can you please click troubleshooting? So on the left side below, you can see router settings, connectivity, then troubleshooting. And then below status, you can see linksys. Click report.
77:00
Speaker 1
OK. 1 dot 1 dot 19 dot 216 893. So one one set yeah. Yes. OK. [silence] address.
78:00
Speaker 2
then kindly provide the firmware version of your linksys router. okay, it's one dot one, yeah, one dot one dot 19 dot 2 16893. okay, scroll down slowly, then look for your internet connection IPv4, and what is your connection type?
78:00
Speaker 1
It, I meant mask. Subnet mask. Oh, did you say mask pipe? Well, it wasn't, it wasn't, it was, it must be up at the top. Aha! Okay. Connection type: automatic configuration, DHCP.
79:00
Speaker 2
connection type. [silence] status? By the way, you're already there. [silence] internet connection IPv4. [silence] below that one is your connection type. [silence] no. [silence] scroll up slowly. [silence] internet connection IPv4. [silence] and your internet address.
79:00
Speaker 1
[KEEP_UNCERTAIN] Internet address is 172.17.130.67. Sorry about that. 1 step Internet address is the internet address is the 172.17.130.67. Okay. Ports says Internet and then in the 10 dash 100 mb Fixed Relationship to sec Link transmit power Link receive power and radio mode and then which you wanna set those radio. Sorry about that the radio is therefore big number. We go ahead and use the radio mode of the 5th. We want to use those turn all transmission enabled enable forwarder enabled power is 28 mW. and then turn the dynamic channel selection off for that.Great. And then the status. So we need to see the controller. Controller, station, uh, link. Configure. Okay. And so you got the go through the list here incorporate mice link in the admin, IP address of the controller. 100.0.11. Uh-huh. In the controller. Okay. The station. Transmission, I average village. 10.167.130.138.Okay. Called broadcast. Okay. Receive power, working with the default value of all the way to the bottom. Zero. Okay. And then you gonna want to do those enable those turn stations enable. forward enable. That station like this one.
80:00
Speaker 2
So your internet address is 172.17.130.67. So we have connection type and then internet address. Then can we scroll down on the very bottom? Can they look for ports? So in line with the internet, the X mark is located at 10 slash 100 Mbps, which means that the ethernet cable that you are currently using, Tracy, is compatible to handle up to 1 gigabit per second only. May I know your internet speed subscription? Yeah, because if you subscribe higher than 100 Mbps, so you really need to change your ethernet cable that compatible to handle up to 1 gigabit per second.
80:00
Speaker 1
So that's what came. You're talking about? what comes from the modem. Okay. So the, I have a, it's like a yellow table. Still solid red. Yeah. All right. Okay. Hold on, Jen.
82:00
Speaker 2
[silence]
82:00
Speaker 1
Route or not oh sorry it um for a split second there it popped up route or not found okay so mac address clone is all zeros okay okay okay okay okay okay Hold on it just okay do do after the of page again cuz it just popped up another no internet box and made me so I couldn't.
83:00
Speaker 2
[DOWNWEIGHT] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Do you [silence] want me to [silence] enable [silence] link [silence] [silence] clone? [silence] So, [silence] Lisa [silence] can you please [silence] type [silence] this one in [silence] each of [silence] your boxes [silence] it's [silence] 2C4C [silence] in the [silence] first box. [silence] Llanllen [silence] LL. [silence] 7 [silence] delta, [silence] 0. [silence] 0C [silence] in the last [silence] one. [silence] OK, we've done it. I'll run over to C-7D-4 Delta. Oscar Kilo Loco 2 Sierra Papa - Zulu for Charlie. OK, So 2C - appliance After you type your Mac address, would you click apply to apply the changes? [silence] Two-seater for Charlie?
83:00
Speaker 1
mhm. Yep. Two, okay. And then what's next? 7D and we'll see. Okay. Okay. Okay. I don't want to even let me get to the I'm so mad at myself I accidentally hit something else completely different. I'll get that to go away. I'm going to hit the back button. See if I can get that to go away real quick and pause. I'll put my own back there then
86:00
Speaker 2
Okay, 2C for Charlie, 44 rank Delta B. Boy2 B. 7, D for dog, 0C for Charlie. So 2C, 44, FD, B, 2, 7D, 0C, and then make sure your Mac address clone is enabled, then click apply.
86:00
Speaker 1
the process. Cause it accidentally, I accidentally hit, uh, a log, uh, a lot of people, uh, put in my laptop computers number of some sort and so now it's making this little router not found box not go away it's, it's definitely trying not to be connected
87:00
Speaker 2
Okay, make sure that you are currently connected with the WiFi name of your parent's node, um drazie, which is underscore aChan, setup. Go to the WiFi settings and check if the X mark is on the default name of your parent's node. Because it might be you're no longer connected to the network.
87:00
Speaker 1
All right, before you. Let me get this in. Oh, finally got it to go in. I'm like, ah. It's still, the computer's still thinking, so all right, still red.
88:00
Speaker 2
what is the current light indicator of the router?
88:00
Speaker 1
No, I, I disconnected it and unplugged, um, well, my computer is not hardwired. It's still saying that there's no internet. So even though I've put in the the new one, it's still saying that I have no internet. So, yeah, I literally just don't have any internet. Yes. Okay. So, all right. So yes.
89:00
Speaker 2
is your computer connected to, is your computer connected to the router on TASI? T-A-S-A single dot com, T-A-S-I dot single dot com. yeah. Yeah, it's okay. But you need to make sure that it has, it, you're connected to the Wi-Fi name to develop setup. That's what we're trying to figure out. And let's try to access the web interface again to perform the advanced troubleshooting. But make sure that you are secured or connected, even if you doesn't have any internet from the router.
89:00
Speaker 1
it says that it's it literally gives me the option to disconnect it. so that means it's connected. okay. so but the stupid airplane mode had put itself back on again so I turned off airplane mode. All right. so now do I need to go back down to connectivity? let me make sure the connectivity is still attached to the right. the connectivity under internet settings is still under the correct thing. do you want me to go to troubleshooting?
90:00
Speaker 2
Yeah, but can you make sure that your computer hasn't a checkmark? Go to your Wi-Fi settings, um, Tracy. And then check if this checkmark is on the develop setup.
90:00
Speaker 1
Yes. So, and then I'm looking on my um on the home page of the smart Wi-Fi tools under my wi-Fi settings, it has all of the vellup setups 8D four the 2.4 gigahertz, the five and the other five are all highlighted under that vellup setups. Okay. troubleshooting. Okay. All right. we can see where there's a welcome trail. Yes.
91:00
Speaker 2
Okay, click OK. Then go to troubleshooting. Diagnostics. Again, you can see your internet address for your IPv4. Click release and renew. Then click yes.
91:00
Speaker 1
Yes. Okay. Okay. 172.1 17.130.92. Yes. Yes.
92:00
Speaker 2
Okay. Okay, what is your Internet address? After you release and renew it, Okay, so it's one seven two dot one seven dot one three zero dot 92. Okay. Go
92:00
Speaker 1
Okay. Activity agenda. Okay. Okay, hold on. I'm still thinking. I'm still thinking. All right. Let's go back to internet settings. Okay. Um, that's what messed it up last time when I hit the clone thing because then it stuck in a whole different set of numbers. Do you want me to hit clone?
93:00
Speaker 2
Okay, back to connectivity, then internet settings, and then enable mac address clone, okay. Okay, make sure mac address clone is enabled, make sure mac address clone is enabled.
93:00
Speaker 1
enabled, yes. OK. OK. Yep. OK. OK. It was already still on that. I just re-typed it all in. So, it's not going to.
94:00
Speaker 2
Okay, type. All capital. 2c for Charlie. Column 44. Column Frank. Delta. Column B for boy number two. 7d for Delta. 0c for Charlie. 2c 44 sd b 2-7d0c. Click apply. And it's applying changes.
94:00
Speaker 1
Okay. It didn't change it because I didn't type anything new. It was still on the mac address clone. All the numbers were still the same. Okay. Yes, it applied the changes. [silence]
95:00
Speaker 2
No, is it applying changes? Click apply to apply the changes.
95:00
Speaker 1
Are you still there? Still solid red. So, does this specific one have to be the parent? Well, I guess it doesn't matter.
96:00
Speaker 2
Yes. Then what is the light indicator of the router.
96:00
Speaker 1
they're all supposed to be working to be connected to each other. yes. Okay. Okay. So do I need to unplug the internet or just the power? Okay. [silence]
97:00
Speaker 2
The light indicator of the router or the parent node is still solid red. Okay. Can we reboot the parent node? Tracy. Unplug the power adapter, wait for 10 seconds, to plug the power back. Power cycle the main router. Just the power, power adapter.
97:00
Speaker 1
It should be red, right? Okay. Okay. Ah, now I see what I'm looking for. It's really different. All right. Okay powder's back on.
98:00
Speaker 2
Just unplug the power adapter to reboot the parent node. After 10 seconds, you may proceed to plug the power back.
98:00
Speaker 1
Now it's blue. Or trying to be blue. Kind of pulsating. Hi. Now it's solid green. They are solid. Oh, one of them is flashing red and the other one is solid red. Yes, it is, it's plugged in with an extension cord. [silence] [noise]
99:00
Speaker 2
Okay, how about the child nodes? The other one is still solid red. Is it plugged in directly to a power outlet? The one that turns to solid red. Okay, since the other Child Node is now solid green, can you please unplug that one, and connect the other child node directly to the wall outlet? Yes. Now, do not unplug the parent one because it's already set up Tracy, the one that passively casual the issue is the power trip. So the other child node is old is set up since it's solid green, so just unplug that one and connect the other child node.
100:00
Speaker 1
It was solid green. Now it's solid red. So it was solid green. The number three was solid green and now it's solid red again. Yes. Yes. If I go into the other room and then I'll no longer be anywhere near the parent or the modem. But yes, I can do that. Um. These two can be three to five feet apart, but not with the parent. Yeah, I'm sorry, all of our, our internet is run into a closet. I have no idea why our modem is in a closet, but it [silence] [silence].
102:00
Speaker 2
They're both plugged into a power strip. Do you have an option to plug them directly to a wall outlet, Tracy? Uh three. They're five feet apart. [silence]
102:00
Speaker 1
I have one plug in let me plug this one back in. Sorry I do have one plug. I will go and find that. OK. [silence]
103:00
Speaker 2
/
103:00
Speaker 1
That's the modem power. Nope, I don't have another club. Hm, I'll try to go on the other one. I think we're going to have to let my husband figure this out. I need to take care of my household. [ silence ] Alright, now this one is blue. Do you want me to reset this one? the one I just plugged into an outlet? So, do I need to reset number two? Uh-huh. Okay. Okay? Okay, okay.
104:00
Speaker 2
Sure, check that the two child modes are plugged directly to a pull outlet, since they're plugged in with the power strip earlier that possibly caused data issue. Then press and hold.
105:00
Speaker 1
Okay. Okay. Okay. So, I just did one of them. And go back and reset the other one too? All right, let me go look. Okay, let me go look. All right, so the one I just reset. No, not yet. It's still blue. It's still like trying to pulse, a very light blue.
106:00
Speaker 2
the reset button again for 20 seconds. And most importantly, make sure the child nodes are 30 to 5 ft apart from each other and also from the parent node. Okay, so kindly press and hold the reset button of the child node. What is the light indicator of the first one that you just reset? Is the light indicator blink red and then went off?
106:00
Speaker 1
All right, I'm going to wait until it does something. If I would take em to the girls here, so the girls here, they're not here. No, they never showed. We
107:00
Speaker 2
It's blinking blue. Okay, proceed to reset the other node. Make sure the light indicator blink red, goes off, solid blue. Release the reset button and it will blink blue then turns to solid red.
107:00
Speaker 1
Well, we're just hanging out out here. Okay. So you got- No, we're not, it's not going to, they're not going to go. We're going to have to call back and do it another time. I can't just keep sitting here on this. So I'm going to try, we're trying to reset them but I'm going to have to deal with it at a different time. Hold on sis. Sorry, I thought I had daycare kids here so I needed to go see what was happening with dad. They never showed up. All right. This one turned back red again. I'm going to go reset number three. All right, so the parent is solid red. This one is now blue. The parent note is still solid red. Number three is solid red, and number two, I just reset. And it is, it did briefly, but then it changed back to red. So, yeah, it's, it's still red.
108:00
Speaker 2
what was the light indicator of the parent node? yeah but after we performed the re boot process earlier um Tracy the light indicator of the parent node turned to solid green right?
109:00
Speaker 1
Yes. Mhm. All right I'm going to grab number two. It is two zero, January 3rd. Undo.
110:00
Speaker 2
[silence]
110:00
Speaker 1
[speak...] 10 C 6 B 77, uh, 6180. Yeah. Uh oh. Yeah, it's one of the other ones. I already gave you. Uh huh. Okay. Well, when you told us to power cycle the modem before, we, just unplugged it from the router. My husband didn't realize that it was actually in the wall.
111:00
Speaker 2
Okay, this is already reseeded. It was reseeded, right? Okay, so, plug this one directly to the modem.
111:00
Speaker 1
and needed to be unplugged. So I unplug it. Okay. All right. Number one or the new one is now plugged into the internet. The light indicator is nothing. Why is that much? Oh, hold on. So I'm so confused now because I've got plugs going everywhere. So it doesn't matter. The power adapters. It's okay if I interchange them, right? Sorry. It didn't have any power because of the now I'm officially going a little nuts.
112:00
Speaker 2
Yeah, make sure it's on the wall. And what is the light indicator? What do you mean, for nothing? Make sure it's turned on. It's booting up. But it was reset, right? [silence] Okay.
112:00
Speaker 1
Know reset the other one that's still red, or just leave it red. I see. Okay. What? phone flick. Sorry, I'm trying to get back to the other one. Oh. So, now they're -- one of them's far away. Okay, so it's still flashing dark blue. And the other one is now flashing red. Yeah, the main one is still -- it's still -- oh, now it's solid red. Okay. Okay. Okay. Okay, it
114:00
Speaker 2
Okay, what is the light indicator of the new pair first, know it's solid red, right? Hello? The main main router. What is the light indicator of the main main router? I can make sure the ethernet cable is properly plugged in from the modem to the ethernet port of the router.
114:00
Speaker 1
is connected all right I'm gonna have to get off the phone and we're just gonna I'm listening have my do that. Oh, yes. Okay, let me do that again. One, two, three, four, five. All right, I redid that one. It flashed red and now okay, now it's flashing. It's flashing the orange.
115:00
Speaker 2
Okay, so kindly press. Yeah, kindly press release the reset button of the main router five times within five seconds, Tracy. To set up. the, press release. Go ahead. And what is the light indicator? the. Okay, so let's just wait.
116:00
Speaker 1
Okay. Okay. I remember this part.
117:00
Speaker 2
The light will turn solid red or solid green. It will take three to five minutes for this router to set up.
117:00
Speaker 1
all right, it's solid red. okay. so unplug both of them. okay, thank you. okay, hold on.
118:00
Speaker 2
Okay, this time unplug the power adapter of your modem, and then the Linksys router. Yes.
118:00
Speaker 1
Okay. Okay. Okay. Okay, so it's blinking blue, so I can turn on the modem now? Okay. All right. modem's back in, now it's
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Speaker 2
power, unplug it. [silence] once the router starts blinking exactly proceed to plug the power back of the modem and let both devices to fully boot up. [silence] Yes.
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Speaker 1
It's flashing red. Okay, now it's green. Now it just went off and went back to pulsing blue. Oh, now it's red. Now it's blanking red. Okay, now it's back to blue. Now it's pulsing red. Blue. Solid red. Yeah, now it's solid.
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Speaker 2
on going to solid red.
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Speaker 1
[silence]
123:00
Speaker 2
Okay, can you please plug your Windows computer to the modem? Tracy, same ethernet cable? So I'll plug the main router then connect your computer directly to the modem.
123:00
Speaker 1
all right it's recognizing this one okay
125:00
Speaker 2
Okay, make sure your Wi-Fi, your mobile data, and your hotspot are turned off. Okay, so when you wired your computer directly to the modem, can we check if you can browse or you can access the internet?
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Speaker 1
It'll open a Google page, but I'm trying to see if it'll open anything. Silence. No, it's it's just thinking. It's not. Silence.
126:00
Speaker 2
Okay so we're able to open a different browser
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Speaker 1
connecting no, it's not connecting. so i can't open. i cannot get a different website to open. no. okay. yeah, i think we're just gonna have to get new everything. we've been needing to switch to starlink anyway, so i'm thinking that that's what's gonna happen. cause i am getting sick of this configuration.
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Speaker 2
so you cannot access your internet.
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Speaker 1
having everything stuck in a closet. I think at one point, this room used to be an office, and then they just it in and didn't move their didn't move the modem. Should I plug the modem back in again? Okay. I think my day care tip just right out. All right. It says I'm supposed to be connected. It says it's not no internet. Okay. nope. No internet connection on my phone. Yes. Oh yeah. So there wouldn't be a router connection.
128:00
Speaker 2
Hey, let the modern boast up. Yeah, make sure you wired your B.C. computer directly to the modem.
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Speaker 1
Good. Ah. Now. Okay. [silence] So it says I'm not connected. Oh doesn't matter because I'm not connected to a router. Okay. Well I'm learning a lot. Thank you for that. P, can you take access to the internet?
130:00
Speaker 2
Okay you're welcome Tracy. And by the way, after we power cycle the modem and connect your computer directly to the modem, you're still able to access the internet or not? Okay. So, since we connected the computer directly to the modem and still cannot access the internet, this indicates, Tracy, that the modem is not currently providing any internet connection. And our Lin's router is dependent on the modem who provide internet connection. So, you really need to call your internet service provider and call us back to assist you further on setting up your Lin's devices, okay? So, let me provide your ticket number. It's
131:00
Speaker 1
134 046. Okay. Okay. Thank you very much. Okay. Okay. Okay. Thank you so much. Have a good day. Uh-huh. You too. Thank you. Bye-bye.
132:00
Speaker 2
1-34046. Okay you're welcome, Tracy, and feel free to call us back to assist you setting up your Genesis devices again and make sure your computer is, uh, will be able to go online when it's connected directly to the modem. And call us back, okay? So thank you so much for your time and have a great day also. Bye for now.
132:00