V2 Rubric Detail — 8df3f090-749a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:44
Duration
51m 33s
Contact
Luis Campoverde
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135340
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_WHW01
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall42.5% (+6.5)

V2 Grader Summary

The agent made meaningful progress by guiding a factory reset and 5-press setup on an MX4200 node, resulting in apparent recovery of one unit. However, no tools were used to verify WAN or firmware status, escalation was missed despite clear triggers, and policy misinformation was provided. The outcome is partial resolution due to progress without full confirmation or systemic fix.

V1 Case Analysis

Customer reported Wi-Fi 'no internet' on WHW-01 mesh despite wired working. Agent misidentified model as MX4200, incorrectly used 5-press method as factory reset, failed to verify WAN status, and prematurely offered paid support. No resolution achieved; customer advised to retry setup.

Troubleshooting Steps
  • Collected customer name and email.
  • Attempted to collect serial number via app.
  • Misidentified model as MX4200, later corrected to WHW-01.
  • Instructed factory reset and incorrectly applied 5-press method as reset.
  • Offered paid support due to assumed out-of-warranty status.
Key Observations
  • Agent misidentified the model as MX4200 at [12:00], contradicting customer's later confirmation of WHW-01 at [24:00].
  • Agent incorrectly used the 5-press method as a factory reset, which is not supported on WHW01 (uses Pair button method).
  • No verification of modem connectivity or WAN status was performed before resetting.
  • Agent failed to collect a reliable serial number or confirm warranty status before offering paid support.
  • Agent did not provide any self-help steps, KB articles, or email follow-up despite customer confusion.
Positive Highlights
  • Agent collected customer contact information and attempted to gather serial number via the app.
  • Agent acknowledged customer frustration and maintained a polite tone throughout.
  • Agent eventually corrected the model identification after customer clarification.
Agent Errors / Gaps
  • Misidentified the product model as MX4200 when the customer confirmed it was WHW-01.
  • Incorrectly instructed the 5-press method as a factory reset, which is not a reset procedure and is not applicable to WHW01 (uses Pair button method).
  • Failed to verify WAN connectivity or ISP settings before performing resets.
  • Did not confirm warranty status with serial number lookup; assumed out-of-warranty status prematurely.
  • Offered paid support without first providing free self-help steps or KB resources.
  • Did not verify post-reset WAN status or internet connectivity.
  • Provided no follow-up email or KB article despite customer confusion and unresolved issue.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer states 'looks like it's working' after setup steps and expresses intent to test further, indicating progress toward resolution, though full confirmation is pending.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through factory reset and 5-press method, which are relevant for mesh node recovery, but skipped key diagnostics like modem/WAN test or firmware check.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty but incorrectly stated no free support is available; however, proceeded to offer best-effort troubleshooting, aligning partially with OOW policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (Wi-Fi shows no internet, wired works) and inferred configuration issue, leading to reset recommendation — logical but incomplete root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as checking WAN status via web UI, speed test at modem, or firmware verification — all appropriate given the issue.
T3 Partially Met No misinformation conf 90%
Instructions for factory reset and 5-press method were technically correct for MX4200 and WHW01. However, the agent incorrectly stated that OOW devices do not receive free troubleshooting assistance, contradicting the OOW standard in the rubric.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and attempted transitions, but long silences and disorganized phrasing (e.g., 'tap tap tap') disrupted control and clarity.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and repeated steps, but frequent filler words and lack of comprehension checks reduced clarity; customer remained engaged despite this.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer or abandon case and continued troubleshooting despite OOW status, but introduced paid service prematurely and did not fully commit to resolution.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set a formal timeline, but did guide customer through actionable steps and implied continuity by expecting follow-up, reducing abandonment risk.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history evident; this appears to be first interaction, so continuity cannot be assessed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Multiple nodes failing, persistent Wi-Fi connectivity issues, and solid red lights meet escalation triggers per KB, yet agent did not escalate.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed, so no details provided; customer was left to self-resolve remaining nodes.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer's difficulty with 'very hard issue' and stayed courteous, but empathy was generic and not tied to specific frustration cues.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer’s technical level and allowed pacing, though pauses and unclear speech momentarily disrupted engagement.
X3 Partially Met Overall experience conf 75%
Customer repeated serial/model info, but agent used app data where possible and avoided redundant steps once setup began.
Call Transcript83 turns · 93 lines
Speaker 2
Welcome to LensSys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device 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. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.Linksys.com. You can also connect with other users for tips and guidance at reddit.com. R slash lynxis. Hi, thank you for calling lynxis technical. Support my name is Dellen. How can I help you today? [silence] Uh, I'm sorry. [silence]
00:00
Speaker 1
All right. So it's good. But the thing is, when we connect it with the Wi-Fi, some computers, they don't leave me alone to be connected. And some ones, when we connected to the Wi-Fi, there's no internet. I have a mesh router. But the thing is, it's only happen with all routers because we have two new routers and they're working fine. They're provider. We connect it to the Wi-Fi, we have internet. But it's only like three, three towers are something's wrong. So I don't know. Then we need to replace, get a new one. Um, I don't know what it has to say. I tried to reset. They have blue solid light in the top. It's working the internet if you connected by wire. But if you by Wi-Fi, it's not working.
02:00
Speaker 2
I see
02:00
Speaker 1
There is, I mean, they have the signal of Wi-Fi, but when you click it, put in the password, they right away say, no internet. But you, you connect it in the Wi-Fi, it say no internet. So, I tried it at the same time. It is, yeah, it is connected so directed to the modem, it's connecting there. That's working, like I said, what's working fine. Three weeks ago
03:00
Speaker 2
So if you are hardwired to the router, you have the internet connection, but if you connect wirelessly, there's no Wi-Fi? Mhm. And uh just to make sure it's there, you have tried to connect directly to the modem, right? Yeah.
03:00
Speaker 1
Last week, I reset the modem by the Linksys app. It's working fine for two days, but Saturday, some devices, they show me what's offline. We was not here in the shop. Um, and so yesterday I was trying everything, everything, but it's not working. Uh, let me turn some devices first. Okay. Okay. Test. Okay. Okay, perfect. Um, and so that, that's my concern right now. So I was thinking about the problem. It was the Internet. So, like I said, I called the company. I tried, um,
04:00
Speaker 2
but uh [silence] yes sir uh I understand that you really had a very, very, um, hard uh issue with the, you know,
04:00
Speaker 1
So okay, the panel for the security camera is connected with a cat5 wire from the modem to the to the unit and it's working. [silence] Yes? Yes.
05:00
Speaker 2
connecting to the internet, and, uh, uh, I just want to confirm, did you try to, like, connect a device directly to the modem? uh, like, uh, do you have a desktop you can connect it to? [silence] [silence] [silence] Just, uh, bear with me for a second. I'm just gonna play something here. Uh, by the way, um, I'll, I'll be running some verifications with you in order for me to proceed further. So I'll be asking you a few questions about your, uh, Linksys device, okay? Uh, alright.
05:00
Speaker 1
Louis Campo Verde C-A-M-P-O-V first name Luis Luis S for Samuel S for son, S yeah [silence]
07:00
Speaker 2
All right. So, uh, do you mind providing me your first and last name? Uh, but how. I'm sorry, sir. Uh, can you spell out your, first name first. Yes. I'm sorry. That's L-U-I. N. O as. So, um. Uh, your last name? Mm-m. Mm hm. Mm hm. Okay. So that's Campo Verde. All right.
07:00
Speaker 1
All right. Um, you want me to use the same email I use for the app? All right. Yes. It's a Louis. L U I S underscore one, A one. A L U at hotmail.com. [silence] correct
09:00
Speaker 2
Got it. Thank you so much for that one, Sir Louis. How about your email address? So that's one that's uh that's louis_1alau@hotmail.com. All right. Now, is there something you provide?
09:00
Speaker 1
[silence]
10:00
Speaker 2
You can actually see the serial number on the Linksys app. If you have an option to, you know, open the Linksys app, you can go to device list, or can you see nodes on the Linksys app?
10:00
Speaker 1
let me see no yeah yes I see notes all right router I got I got the serum number 30 A U 10 M 5 E all right the three A all right you for ugly number 10 M for motor five C for cat B for book 13 A 6 five Alright. Let's see, I got, I got one, two, three, but one it was not working, one of the nodes it was not working. They have a red line, so I was trying to, um, I was trying to just reset factory and add a
11:00
Speaker 2
Alright, thank you. Someone should answer. Let me just check this out here, just bear with me. Okay, so... just bear with me. Okay, I can see here that you have a Linksys router with the model number MX 4200. And uh how many nodes are again? Do you have sir? Um, huh.
12:00
Speaker 1
again but it took me so long time so I left the one on the side but the more important thing is this two when I get I get a package came three in the three in the box so I and all this time I get an extra one and I started add more from the service from the service uh-huh two, two, two has blue light and the other one right now has all pink because I was trying to set up again.
13:00
Speaker 2
[silence] come on he all right so two out of a three nodes working at the moment hmm I see all right so two
13:00
Speaker 1
[silence] Excuse me? Uh Comcat? All right.
14:00
Speaker 2
I know it allows three child nodes. Thank you. Uh. Uh, may I know who's your internet service provider, sir, by the way? Comcast. Okay. Okay. So, let me just finish up the record here. Uh just uh, stay on the line, okay? Okay. So, um, how about this one, sir? Let's try to, um, well, technically, uh, just to set your expectation, your Linksys device, the umm 4200 is actually already part of our end of life devices which means um we no longer manufacture this one and, uh, update its firmware. And also, um, looking at
14:00
Speaker 1
All right. up that fun year it's the thing is the more important thing is like we don't have an IT guy in this leadership. The more important thing is if you say let's think you need to replace the router because the router I know the router they are not going to work forever. You know I I understand that if you save that's a problem so I can I order another one but the thing is I don't want to do away if it's the way to fix it you know.
16:00
Speaker 2
Here, the device is already out of warranty, so normally, we no longer provide a free troubleshooting assistance over the phone and uh, offer you with our paid connect service, but, uh, you know, um, I'd like to help you with your concern. But uh, just to let you know this isn't going to be a guarantee that we would be able to, uh, you know, resolve the issue. Uh, yeah, yeah. Mm-hmm. [silence] Well, you can actually upgrade at least your parent node and have your current router become the child nodes. There's actually one that I would say is compatible for the current router or models that you have right now. Have you tried checking for the MX 6200, the MX 62?
16:00
Speaker 1
get it we make a mesh and the main building so it's a couple more months happening we just get another one for another building and because we have i use and a small one the small one was near good we get a big one it was happening like this so we were trying to upgrade but the main ones over here was working fine so now it's loading give me just a couple seconds to finish the loading so and like i say it is a stop like for example if I'm trying I'm going to the router I found the signal for for the wi-fi I type the password and I know the password because I have in the phone when I type it, they say wrong password they don't let me to connect to the wi-fi
18:00
Speaker 2
Oh. Mm-hmm. Mm-hmm. I see. So, if that's the case, you're, you probably need to reset the router back to its default settings and set it up again. If you don't have a device,
18:00
Speaker 1
Mm-hm. No, I know I know what you mean. I know. Okay. So all right, let me see. I reset. I, by the app, I reset the modem. Like I say, it was working good for a couple of days. and then boom, they stopped working. They stopped working. And the thing is, um, so, I have only three mesh. And the other one's extra I have it. I just run a ca-5-5 wired SV, like configure it for mark, like hook it up for mark, and um, configure it here. At mark's the modem on modem side. That it the I reset on modem side? Okay. Well, that's what I do.
19:00
Speaker 2
I'm connected to it. If you cannot change the password, if you have no devices that were previously connected to the network, to access, you know, the web user interface. Yeah. I see. Yeah.
19:00
Speaker 1
connected and the back of the routers and the back of the main one and they provide it to different wifi name. But we still get the internet but five wider, we get the internet but wider we're just running for the other one. So, that means, that's the best proof to see it's working. The ports for the back of the wired, the router is working but the wi-fi, the wi-fi is not. and you say, I can't reset. How is the other way? There is another way to reset, like a factory reset, you say? You mean? Right? But it has to do the main one. [silence]
20:00
Speaker 2
I understand. So, essentially, like a factor reset or a factory reset, basically erasing all your configuration and then setting it up all over again from scratch, I suppose like that.
20:00
Speaker 1
¿El uno en los dos nan "");
21:00
Speaker 2
Yeah, you need to do it in all of the notes. Mhm, hmm. Well, if you wouldn't sir, um, cause again, um, since the device is already out of warranty and um, we don't like provide a troubleshooting assistance, like a free troubleshooting assistance for the out of warranty devices at the moment. Um, I can, um, I mean, we actually do have like an ongoing support through our paid complete service for $15 which you might want to consider, but I can send you an email for the troubleshooting steps that you can perform.
21:00
Speaker 1
it's the product and when we add it in the app, for how long is going to be a free service? one year, three years, all right, okay, so I have another one and the ad ones and they're not working. Can I give you the information of the other one? If it's not working, you can help me? Without the other one. I think I have another another router, all right, same brand lindsay. It was working fine, all right. and like around like three months, they stop working, they stop working and we get we get that one like two years ago. Maybe if I give you the numbers, the serial numbers, maybe you can see if it's still under the warranty, All right, I got it in my hand right now. You want me to give you the numbers? The serial number? Okay, it's 25 Family 13 mother 3 A book 01755. Is that correct?
22:00
Speaker 2
you have.
23:00
Speaker 1
Yes. WHW-0 one. Yeah, if you help me with uh sorry, how would the first step, I have to do with this. Uh-huh.
24:00
Speaker 2
a WHW Z zero one model. Well, I can I can help you uh in setting up this uh specific router and have it go online. Okay, so here's what we're going to do. Um just to confirm with you, sir. Uh was this a specific node like set up as a child node? And how many nodes of WHW Z zero one do you have?
24:00
Speaker 1
Alright. Normally, the box came with three. Alright? The other two, they were not working. Complete. Complete not working. And only this one, it was working this last day. The other ones, complete like not working. They are dead complete. Yeah, what's that I was trying to Yeah, what's that what I was trying to with the Internet Satisfy Internet connection and the back. I want to see, I mean, whatever you think is going to make it work, I'm going to use the option. Whatever you say, like if you say, listen, it's going to work.
25:00
Speaker 2
But this one, it's set up as a child node. So are you wanting to set this up as the new parent node? [silence]
25:00
Speaker 1
If you connected directly to the cable from the back of the mode, I'm gonna do that. All right. So the first thing is I'm going to the app, put my information. All right. All right. The love, I have to press and hold the reset button, right? For how long? The love, I have to press and hold the reset button, right?
26:00
Speaker 2
mhm well actually you can try it um considering that this one is um you know still in warranty uh yes sir for at least 20 seconds
26:00
Speaker 1
All right, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20. All right, they have a, it's a blue light. It's going up and down, up and down. All right. It's changing to red, flashing on and off, on and off. It's turning to like a little light blue. And it's, it's like solid light blue. All right.
27:00
Speaker 2
Alright, give it at least two minutes to reboot and set up.
27:00
Speaker 1
Yes, sir. They have a red line.
28:00
Speaker 2
right now just continue to observe it and let's see what light indicator will give us so normally uh if we do a reset to the router uh it should give you like a purple light or a pinkish red light which means it's on setup mode or magenta uh just to verify with you sir this this specific note that we're working right now is this connected hardwired to the modem okay that's good okay let's just wait for it[silence]
28:00
Speaker 1
what am I right now solid light solid red light all right so what it has to do to make it set up both five times by five seconds all right all right I did it
29:00
Speaker 2
like a pinkish red light I believe like a red red okay so let's just let's just assume that it's on setup mode all right so uh let's let's just assume that it's already in setup mode so what we're going to do now is a manual configuration to the router all you need to do is just press the reset button on the on the node five times within five seconds not too fast not too slow yes within five seconds Okay, and then give it some time to configure. At least 2 minutes to 3 minutes. Then, uh, let's see what will happen. [silence] Hello sir. Any progress?
29:00
Speaker 1
I'm ready.
31:00
Speaker 2
Yes, sir. Can we do it again? like is it flashing?
31:00
Speaker 1
[silence] There is no light. Yeah. There's no light. It's off completely. [silence] All right. Let me take a look. Let me disconnect.
32:00
Speaker 2
There's no. Right? Like can you can you try checking the physical connections because you might have like accidentally, losing the power adapter or accidentally click on the the on off switch of the device
32:00
Speaker 1
okay flasher it's a blue light right now like blue light it's okay okay gonna
33:00
Speaker 2
[silence] so just wait for it for at least two minutes sir. [silence] so right now it's now um [silence] like um [silence] rebooting right?
33:00
Speaker 1
Yeah, it's like blue light right now. Yeah, it's like a solid blue light. I mean, it's blinking. On, Off, On, Off, On, Off. Yeah, it's flinging. All right. It's still blinking.
34:00
Speaker 2
Like a solid blue light. No, okay. All right, so let's just wait for it, okay? I have a timer here, and there's two minutes, or three minutes, to be exact. Okay. [silence]
34:00
Speaker 1
All right. And now it's turned to like a pink, like pink light. Uh-huh. It's connected to the directing to the modern. Yes, sir. Excuse me. What, what, what do you say?
35:00
Speaker 2
a pink light. Okay. So, uh, I need to make sure that this, uh, specific node is, um, we're trying to configure it to become your main router. It's, yeah, it's connected to the modem, right? Okay. So, let's, um, perform the five press method again. On the specific node. So, just, uh, you just have to, yeah, you just, uh, you just need to
35:00
Speaker 1
5 times All right All right 1 2 3 4 5 All right It's turned to like a light white It's blanking like a yellow like that like jello Okay
36:00
Speaker 2
let's perform the 5-press method again like pressing the reset button five times within five seconds on that uh specific note okay okay alright so we're making progress let's just wait for it
36:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, it's still blinking. All right. It's turned to light blue. Okay. Yeah, like a little light blue a solid. It's like a light blue, light green, something again. Mix it up like a color.
37:00
Speaker 2
No worries, sir. Give it some time. [silence] I see. Yeah. Okay, sir, so let's just give it some time.
37:00
Speaker 1
Bye. Yeah. The slide blue. sorry. All right. OK. OK.
38:00
Speaker 2
I must ensure that it will remain a solid light blue or blue light, which means that it's already online. Okay, sir. So. we now have a successful online parent node, sir. So. Uh. now, if you wish to add a child node, you just have to gather all the nodes near the that specific router and reset those router. Like, pressing and holding the reset button for 20 seconds until it turned to purple or purple. [silence]
38:00
Speaker 1
Okay.
39:00
Speaker 2
Um, that, that would work fine, actually. It would still provide you the, you know, the, um, the routing and, um, it would still provide you the Wi-Fi. So you can, um, connect to it using the default Wi-Fi password that is located underneath the device. Uh, the only downside is that you cannot ut'lise
39:00
Speaker 1
All right. So now, like you say, it's ready to set up. If it's ready to set up, so the way to set up this one.
40:00
Speaker 2
so you probably would still be having like dead spots on some of your areas. So you would, which means, you will, you will not have Internet in some areas of your house since you're, you're not utilizing the mesh system. But then again, this note can actually cover up to 1,500 to 2,000 square feet of internet. So yeah, it, it still depends on the area actually.
40:00
Speaker 1
create a password and all that kind of stuff so I have to go I have to go to Wi-Fi all right? I saw the model number setup 318 is this one I saw it over here and I'm connected already because I got the password I put the password already all right? So and when I got this, what's gonna be the next step? I have to go back to the app all right my okay I'm going to the app right now all right? So just some focus please.
41:00
Speaker 2
Mm-mm. Uh-huh. Uh-huh. You can either go to the Linksys app and manage the Wi-Fi or you can go to the web user interface to, you know, um, update the wireless settings.
41:00
Speaker 1
So go here and put up here a new product, right? They have a option to network administration, uh, Wi-Fi settings, guest network. I mean, I clicked it. It's a three lines and then on the top of the of the app. Wi-fi settings.
42:00
Speaker 2
Are you now on the dashboard, just to confirm with you. Okay. So if you want to change the Wi-Fi names there, you just have to go to the Wi-Fi settings. Yeah. And then you'll see there the default Wi-Fi name and the default Wi-Fi password.
42:00
Speaker 1
Let me see, Wi-Fi settings. All right. Let me go. Yeah. All right. This one. Let's go this one. Next, next, next. They have a solid line. Yeah, they have a solid line. So it's getting connection. Keep your phone near the setup area. Okay, is going to take a minute. Okay. We cannot find your router. Top to the box, the step is completed. Keep your phone near the router. You are set up. Make sure your router has a light, it's solid. The light is solid. Blinking, is still a startup. Another reason, the router cannot be found is your router is belong to the exit network. If you are trying to add a new network. [silence] Say factor reset. Show how to do that. The way to do that is press and hold the bottom for 10 seconds. This is going to erase all the settings permanently. So I have to press and hold. Mm. Okay, the options I have over here, devices, safety, browse. I have power control, Wi-Fi setting. check, transfer, check, Wi-Fi check, Wi-Fi settings, set network speed, check, theory, notification, network administration, advanced, advance, access, advanced settings, link, services, link services.
43:00
Speaker 2
uh huh actually yeah um when you when you log into the lynx es app sir you you should be seeing like manage Wi-Fi and you should click that one not the setup uh huh
44:00
Speaker 1
[silence] I'm going to try that. All right. Now they say I found a new Wi-Fi. It's automatic. Okay. Now I just yeah they detect the automatic, so she's checking for the internet. Be close to the router. Take is it's going to take a minute. Okay, it's loading, loading.
45:00
Speaker 2
oh, okay, so you are on the three lines on the links is app. okay, so uh, since you have an option to go there, uh, might as well go to Wi-Fi settings when you try to go to uh, wide, because I I think um, that amuse access for your um, previous network. okay. mm.
45:00
Speaker 1
Okay, let's say, um, Yes, I understand. So, linking to your account is going to take a minute. Creating a logging access is going to take a minute. Configuring your Wi-Fi network is going to take up to a minute. So, um, like we were talking about that the first one, if I do a hard reset and set up, everything maybe can be an option. So, maybe
46:00
Speaker 2
Ugh.
46:00
Speaker 1
okay. All right. They start working again, right? All right. All the notes, right? All right. All right. All right, or or like the same way I did it in the first time when I get them.
47:00
Speaker 2
[silence]
47:00
Speaker 1
uhm, they kick me out of the app the app, I have to put my email again, I'm just put it alright alright, so they say um, they say one device, alright so I have yeah, they call a build up set up, so now the way to replace the name of the Wi-Fi and go to Wi-Fi status, right? alright, okay and alright, let me see alright, I see alright
48:00
Speaker 2
Okay. Uh huh.
48:00
Speaker 1
Okay. Loading Loading Okay. All right. So. I mean, looks like it's working, looks like it's working, but just the light, it's more, it's like a light blue light, but it's solid. But it's not like the same color of the other one, but that's normal.
49:00
Speaker 2
Can you hear me? Yes, sir. Uh, yes, yes, that's, that's pretty normal, sir, but the thing is that I've got a major problem here. Uh, and you told me before, this was just normal. Tap, tap, tap. So they said, uh, they said to call you because there was an unusual noise.
50:00
Speaker 1
All right. All right, all right. So I'm gonna just check the speed the internet and that's and I think we are good for now. So when I got the other one, I'm gonna just I'm gonna call you back to see maybe you can help me with the other one with the new ones. All right. All right. Thank you so much sir. No, no, no, I appreciate you your You're welcome, man. All right. Bye bye. You too. Bye.
51:00
Speaker 2
you don't have to worry about that. All right, sir. Yes, sir. Yes, sir. Okay sure, sure. No problem. Appreciate your time, sir. All right. You are very much welcome. Okay bye for now. Have a great day. Take care. [silence]
51:00