V2 Rubric Detail — 8e9961a0-7c52-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 11:29
Duration
60m 32s
Contact
Phil Wright
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00136657
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cx wants to separate the bands
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall79.7% (+19.7)

V2 Grader Summary

The agent successfully guided the customer through a factory reset, accessed the SPNM62 web UI via myrouter.info, disabled Quick Setup, and renamed the 2.4 GHz band, achieving band separation. However, the resolution was not fully confirmed as the Ring doorbell’s connectivity was not verified, and a technically inaccurate IP (192.168.1.54) was provided, preventing a full resolution rating.

V1 Case Analysis

Customer needed to separate 2.4 GHz and 5 GHz bands for Ring Doorbell (Gen 3) but could not access router web UI (myrouter.info / 192.168.1.1). Agent cleared browser cache, accessed LinksysNOW UI, disabled Quick Setup, renamed 2.4 GHz SSID to 'Linksys_2.4'. Issue resolved.

Troubleshooting Steps
  • Attempted access via myrouter.info and 192.168.1.1 with multiple URL variations
  • Guided customer to clear browser cache/history on iPad and iPhone
  • Instructed router reset (reset button hold) multiple times
  • Navigated to Menu → Incredible-WiFi in LinksysNOW UI
  • Disabled Quick Setup, edited 2.4 GHz SSID, saved changes
Key Observations
  • Agent provided incorrect URL 'h2tp://myrouter.info' at [14:00], a clear accuracy error.
  • Agent failed to collect router model number, a required protocol step for proper troubleshooting.
  • Call was highly inefficient with multiple failed access attempts, long silences, and unnecessary reset instructions.
  • Agent correctly identified browser cache as the root cause of UI access failure and resolved it.
  • Agent successfully guided customer through disabling Quick Setup and renaming 2.4 GHz SSID, achieving the customer's goal.
  • Save button was greyed out; agent gave a workaround (toggle Quick Setup) that worked, though not the most direct fix.
Positive Highlights
  • Correctly diagnosed browser cache as the root cause of UI access failure after multiple attempts.
  • Successfully guided customer to clear cache and access the web interface via myrouter.info.
  • Accurately instructed customer to disable Quick Setup and edit 2.4 GHz SSID in Incredible-WiFi menu (per linksys_now_wifi_settings.md).
  • Provided clear confirmation that the new SSID was visible and usable for the Ring Doorbell.
  • Persisted through technical difficulties and maintained professional tone throughout.
Agent Errors / Gaps
  • Provided mistyped URL 'h2tp://myrouter.info' at [14:00]; correct URL is 'http://myrouter.info' per KB (spnm_wireless_ui_guide.md).
  • Did not collect router model number, which is required for accurate troubleshooting guidance (PROTOCOL miss).
  • Gave confusing and conflicting reset instructions (10s vs 30s hold) without clear rationale.
  • Failed to verify why the save button was greyed out; offered an indirect workaround instead of investigating root cause.
  • Poor call control with long silences, lack of summarization, and reactive troubleshooting.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to successfully rename the 2.4 GHz band and access the web UI, but did not verify the Ring doorbell actually connected to the new SSID or confirm full functionality.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted thorough troubleshooting: tested multiple access methods (myrouter.info, 192.168.1.1), cleared browser cache, performed a factory reset, and guided through UI navigation — all logically sequenced and relevant.
R3 Met Correct resolution path conf 90%
Correctly identified SPNM62 as the model and followed the appropriate path: reset, access myrouter.info, disable Quick Setup, and split bands — aligning with KB guidance for Cognitive Mesh systems.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified core symptoms (can't access router, needs 2.4 GHz for Ring), asked for device details (OS, IP), and systematically ruled out connectivity and browser issues before resolving the UI access problem.
T2 Met Appropriate tools / resources used conf 90%
Used correct tools: local web interface (myrouter.info), factory reset, browser cache clearing, and IP verification — all applied appropriately for the issue and model.
T3 Partially Met No misinformation conf 85%
Most guidance was accurate (reset procedure, myrouter.info, Quick Setup toggle), but agent incorrectly instructed customer to use '192.168.1.54' — a non-standard IP not documented in any KB for SPNM devices.
Communication
C1 Partially Met Clear & professional language conf 80%
Maintained call control overall but had multiple unexplained silences, repeated holds, and occasional disorientation (e.g., switching between devices and URLs without clear transitions).
C2 Partially Met Confirmed understanding conf 75%
Adapted to customer’s pace and repeated instructions, but used unexplained technical terms like 'Quick Setup' and 'Incredible-WiFi' without defining them for a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end: no transfers, stayed on call through reset and configuration, and completed the band-splitting process.
O2 Met Proactive follow-through conf 90%
Set clear next steps: 'you can now manually connect your smart devices to that network' and confirmed router status (solid white light), providing closure.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was resolvable at L1 with correct troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not assessable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Repeatedly apologized ('I really do apologize for this one, sir'), acknowledged customer frustration, and remained patient despite repeated failures and customer confusion.
X2 Met Tone & rapport conf 90%
Matched the customer’s slower pace, used confirmations ('Is that correct?'), and adjusted tone to remain supportive and solution-focused.
X3 Partially Met Overall experience conf 75%
Customer had to repeat steps (clearing cache, re-entering URLs, multiple resets) and perform complex manual actions that could have been streamlined with clearer initial guidance.
Call Transcript109 turns · 112 lines
Speaker 2
Welcome to linksys support to assure quality service. Your call may be monitored. Please remain on the line for assistance. sorry? Uh-huh. Got this one, sir. Um by the way, can I may I have not? I'm sorry. Ah thank you. Um, for this one ser, may I have the exact model of the ring doorbell?
00:00
Speaker 1
To be honest, I don't know. I'll be generation 3. Length of device is it about the root of just the one? Yeah. Hold on. I'll take a photograph of the base of it. Photos. Right. Serial number is LK60 PDB5Q-260Q16159.
01:00
Speaker 2
Yeah. So I will just input here V3 or version three. So got this one, sir. And thank you so much for that information. Uh by the way, how many sturdy devices do you have in total? I just I and may I have the serial number of that router, please? Thank you so much for that one, sir. So let me verify again the serial number. It's L4 Lima K4 Kilo 6 0.
01:00
Speaker 1
That's correct. Yeah, that's it. On the top. Yes, it is. at Phillip, Wright okay, so it's all lowercase and it's Phillip W H I L, Wright W R I G H T, 56 58 at gmail.com.
02:00
Speaker 2
D for Tom? B for boy? Five Q for Quebec, two 60160159. So that correct? Thank you so much for confirming. And I assume the light on this router is showing solid white, correct? All right. Okay, great. So and may I also have your first and last name? Thank you so much. And what about your email address? All right. Thank you so much for that answer. So you want to split the bands for this router since your ring doorbell version three can only connect to the two.
02:00
Speaker 1
Correct. Yes, that's correct. That's that's what I've been told. Um, only my iPad, yeah, through Wi-Fi. [silence] Sorry, I I'm just, a little bit slow. Right, see how far away [silence] Yeah. Yeah. Yeah. And and what, sorry? [silence]
03:00
Speaker 2
2.4 is that correct? And, uh, And I assume you have a computer that is already connected to the router's network. Okay great So on your I pad, can you open a browser and type in like in the address bar the upper search bar H T T P colon double forward slash myrouter.info.
03:00
Speaker 1
Okay, yeah, got that. Enter, yep, okay. Uh, it's come up Safari cannot or can't open the page because it couldn't connect to the server. Wi-Fi, yeah, it's got a here a tube which is company name 4E418A2. Yeah, it's connected.
04:00
Speaker 2
Dot info, the symbol dot, and then info spelled as I-N-F-O. Okay. So again, in the address bar, type in HTTP colon, double forward slash myrouter dot info and then press enter. Can you check if your iPad's still connected to your home network or to the links router's network? All right. Thank you so much for confirming. Ah, hope.
04:00
Speaker 1
Oh, sorry, hold on. uh... uh... TTP. yep192, eight okay that, insert yep Safari can't open the page because it couldn't connect to the server. Well, you know, um, I've got my phone here, I can do that but this, this this is [inaudible]
05:00
Speaker 2
on your iPad, open a new tab or browser and then type in htm me. No worries. colon double slash. 192.168.1.54. And then, yeah, press enter. I see. Do we have another device that we can try to access the web view? Let's start over.
05:00
Speaker 1
the process I went through with the guy from tube and my wife tried it on her phone and we couldn't get anything we were getting random stuff up. Uh but anyway, let's just let's go through this. So, yeah, I'll do it on my phone then. What what should I do? The 192? Have I got? Have I got to put 8? Have I got the 8? Oh, sorry. Uh, it's an iPhone. Yeah. One, six, seven, dot, one, one, dot, one. Inter.
06:00
Speaker 2
Mm-hmm. Mm-hmm. Yes. Yeah. Uh-huh. Uh-huh. Uh, yes, sir. Uh, uh, yeah, no worries. Uh, before we do that, may I know the operating system of this phone? Like Is it an Android or iOS, iPhone? All right. Thank you so much for that one. So, yeah, let's try to access the web user interface using this phone instead. So, on your phone, sir, kindly open a browser like Safari. And then again, any in the address bar, like the upper search bar, type in 192.168.1.1.
06:00
Speaker 1
Yeah, it comes up with CityFiber. that's the it comes up with city fiber home page. That's that's the that's the people that provide the network. Yeah. Yeah.Yeah. [silence] My desk off. uh... Let me just go back to yeah, 241.
07:00
Speaker 2
Hello, sir, thank you for patiently waiting. Just to verify, sir, is your phone still connected to the default name which is 24e182? [silence] Okay. [silence] So right now, the device has an internet connection. [silence] Okay. Yes, I can. [silence]
09:00
Speaker 1
yeah and it's connected I wouldn't know I wouldn't know where to find that hold on hold on just lost that HTTP performance hold on yeah do oh was that yeah
10:00
Speaker 2
OK, great, so. thank you so much for confirming. And the data or the singular, data on your phone is currently off as well, correct? Nice. Uh no worries for that one. It is so, again on the address bar, let's try to access uh this URL instead. So HTTP colon. Collin.
10:00
Speaker 1
Well, I've got show IP address or go back. Let's. Okay. Yeah, Safari can't open the page because the server can't be found. No.
11:00
Speaker 2
Yeah, so my router.info, that's correct. And then press enter. That's all right, we're on the correct page. So on that screen, finally tap on show details and then tap visit this website. Uh-huh, kindly tap the show IP address instead. Uhm. See, and there's no other option to access the web user like there's no option to bypass that warning message, I guess.
11:00
Speaker 1
No, that's correct. No. Yes. Yeah. Yeah, we'll just check in that and it is. Yes.
12:00
Speaker 2
Correct. By the way, sir, did you already reboot your main node or dislinks's router prior calling us? How about this one? Can we go back to the IPad instead and then let's try to access the web user interface using your IPad? So, uh, thank you so much for that one, sir. And also, sir, also make sure that the IPad is still connected to the 2 4 E 4 1 A 2. Okay. Okay, great. So, again, on your IPad, uh, type in uh, http://my router.info. [silence]
12:00
Speaker 1
oh yeah are you there hello oh sorry yeah what what was it HTTP uh colon forward slash what was it sorry Yeah. Yeah. Yeah. my info. Yeah Safari can't open the page because the server can't be found. Uh no I've only got Google.
13:00
Speaker 2
yes sir, I'm still here. yeah, I'm still here. no worries. yes sir. Uh same, uh URL with that H T T P like hotel, Tom, Tom, Paul, colon, double forward slash my router. that info. And then press enter. yeah, that's correct uh can we try Chrome? like is your iPad has a Chrome browser? Ah yeah, let's try Google instead,
13:00
Speaker 1
Google, so, I've got the time. So is it the HTTP? Sorry. I'm a bit slow, but okay, all right. Oh, I've got something else up now. So, I've got my info. I've got my router info. Your device is not connected to your router network
14:00
Speaker 2
Yeah, so yeah, so yes, just follow the same URL. And again, it's h2tp://myrouter.info. OK, great. I'm sorry, what are the options you can see on the screen right now? Uh-huh.
14:00
Speaker 1
I've got a link sys How to log into the link sys now Web interface What router or network? Yeah Okay see other networks
15:00
Speaker 2
So it says. So, all right. So on your iPad there, can you, like, go to its Wi-Fi or Wi-Fi settings? And then under Wi-Fi settings, you should be able to see details. Clickly click that Network and then check if there's an option for you to see the router or IPV address.
15:00
Speaker 1
um, is it under tube or is that Linux Key? on it. uh, let's see what the info says. I've got a Wi-Fi address. Yeah, 52 colon B3 colon CC colon 46 colon 31 colon 52. Yeah. Pause = 12 s = an eye. Correct. Autogain, pass from the data mode, Privacy were fire address, Wi-Fi address, limit IP Address tracker, configure IP, IP address, subnet mask, route will.
16:00
Speaker 2
I should be beside the name, like, the, the Wi-Fi name, and it shows there the, the lock icon, which means that the network is secured. the lock icon, which means that the network is secured. and then, the Wi-Fi signal. And then, yeah. Can you tap that one and then, and let me know what are the options then you can see on the screen?Thank you. Yeah.
17:00
Speaker 1
Right, is this, this is the right one FE80? Oh, IP address is 192.168.1.216. [silence]
18:00
Speaker 2
uh, uh, sorry to interrupt you, sir. May I have the router IP address? [silence] Uh, I'm afraid that's not the right one. Uh, [silence] What about the IP address? [silence] Mhm. [silence] all right, thank you so much for that one, sir. So, uh, on your iPad, can you access again the 192.168.1.1? And let me know if you will be redirected again to the uh, your modem?
18:00
Speaker 1
So if I can put the HTTP in again, or just a number. [silence] What is it, 196? No, 192. 192.168.1.1. Now Safari can't open the page.
19:00
Speaker 2
yep sir. Yeah. I kind of include the HTTP colon double forward slash 192.168.1. Okay. Is that Okay? I see. How about without the HTTP colon double forward slash? Just try 192.168.1.
19:00
Speaker 1
Farrie can't open the page because it couldn't connect to the server. Yep. Right, I'm next to the router now.
20:00
Speaker 2
I see. I really do apologize for this one, sir, since you mentioned as well that you have already rebooted the router prior calling us. Can we reset and reconfigure this router instead? And there's no need to worry because I can walk you through on how to do it. Thank you so much. So, for reset, kindly press and hold the Reset button and wait for its light to turn to solid blue. So once you see the solid blue light, that's the time you release the Reset button.
20:00
Speaker 1
It's flashing, white at the moment. That's gone. That's gone green. So release the reset button. Oh, it's blue, okay. So it's solid green at the moment. [True] [silence] [True] [sound of door colliding] [True] [sound of device] [silence] [True] [sound of device] [silence] [True] [sound of device] That's all back to while. while solid, white. [True] [sound of device] No, I haven't.
21:00
Speaker 2
got that one. So, mm-hmm. mm-hmm. And not yet, sir. Let's wait for the solid blue line. Is it flashing or solid? I see. And you haven't released the reset button yet, correct? I see. Alright, let's wait for 30 seconds and let's see.
21:00
Speaker 1
Yeah. solid white. Okay. can go in again? my mind to
22:00
Speaker 2
[KEEP_UNCERTAIN] Alright, you may now release the reset button, sir, and then let's check if your devices are able to connect to the default name of the router. For the devices, the default name of the router is 4 E 4 1 A 2 2 5 F 8 1. And if it's the first time that you're going to access the 192.168.1.1, we may see another Edit input Field Password.
22:00
Speaker 1
Yep, it's on that one. Safari can't open the page because it couldn't connect to the server. Yep. Yep. So on the bottom I've got a little reset button, a large round air button, and on and off.
23:00
Speaker 2
So, reconnect to that network. Okay, great. So, let's try to, yeah, access again the 192.168.1.1. I see. Same error message. By the way, when you reset the router, did you press the correct button, which is this one that has a sticker and it's, or sticker and it says reset. Because I, yeah, I really do apologize for this one. So, can we, yeah.
23:00
Speaker 1
not sure if the little read yeah and you're after a solid blue I've got a solid green right so a white at the moment right so I'm holding the reset button it's flashing well it's gone straight back to a solid white it flashed red for a minute then went to white so it solid white at the minute
24:00
Speaker 2
All right. Thank you so much for confirming. Uh, yeah, however, it could be possible that the router has not been reset. So, uh, can we press and hold the reset button again and let's wait for the solid blue to show out. Yeah. Solid green. Uh, uh. Hm. I see. It should got this one. However, for a reset, it should turn to solid blue since uh that's that's indicated that the router has been reset properly. Um.
24:00
Speaker 1
yep, unplugged no no light at all power adapter yeah yeah [silence]
25:00
Speaker 2
[music] how about this one. Can you un plug the main the main router from the modem for now? Thankyou, Thank you and the light on the router change to flashing red. No light. I'm sorry. Did you unplug the power adapter or the ETERN? I see. Uh-uh yeah, it it was supposed to be the ETERN at the ETERN cable sir. So, finally turn on or plug in again the power, the router into the power outlet and then unplug the ETERN cable. So, we will try to reset the router while it is not connected to the [music]
25:00
Speaker 1
okay. All right. I've got a it's a flashing blue light. So it's just the power cable connected there was nothing else and it's flashing blue. Okay. I've got solid red now. [silence] Okay. [silence] Okay. [silence]
26:00
Speaker 2
m modem is in. Thank you. All right. Yes, sir. Thank you so much for that man. So yeah, let's observe the light on this router for one to two minutes and let's wait for the solid sorry, where the flashing red. Solid red. So yeah, you may now. Sorry, reset the router and for reset this time kindly press and hold the reset button for 30 seconds. All right, I'm going to let you know once the time is up, okay? [silence] Hello there, you needed a reset
26:00
Speaker 1
Okay. Right, at the moment, oh, there's a white now it's gone to red. Well, it's gone to white now, solid white. Now it's gone out, now it's gone to red, solid red. Yep. By Wi-Fi, yeah. Well, settings, where was settings?
28:00
Speaker 2
Sure. Release the wrist button. Uh-huh. And let's observe the light again for 1-2 minutes. Mhm. Is it flashing red or solid red? Mhm. Solid red. So uh I assume your iPad can still detect the default name too: 4E4182? Can you check? Okay, great. And is your iPad currently connected to their network? [silence]
28:00
Speaker 1
no it's not. yeah. i've got a big tooth um there hopefully it's not. oh. yeah. it's connected. hold on no. internet. no no internet connection. well it's gone off now it's got the two f o r e four one a two has now got no internet connection. yeah. [silence]
29:00
Speaker 2
It's not... So the iPad has been disconnected from the network, correct? Okay, great. So yeah, got that. Yeah. So the iPad has... however, the iPad has been reconnected automatically. Is that correct? Mhm. Got that one. So uh don't worry, sir. It's the thing is it is normal since again, the router is still disconnected from the network. Uh however, I want to verify if the iPad was uh reconnected to the network.
29:00
Speaker 1
No, it didn't. No, it's not. it's not. it's not. it's not connected. Sorry, what do you want me to do again? Okay. Yeah. Right, so yeah, I'll put the password in.
30:00
Speaker 2
By default, it should not be auto reconnect as we reset the router. So the iPad just I'm sorry? Okay. Can you connect the iPad to that network? And the default Wi-Fi password is labeled underneath the router itself. Uh, uh I want you to connect to the two 4E41A2. Uh-huh. And the default Wi-Fi password is labeled underneath the router. And don't worry, sir, if the network says no internet connection. Again, that's normal. So, the thing is we can still access the web user interface even though the router does not have an internet connection. [silence]
30:00
Speaker 1
Right, so what do you want me to do after I've put the password in? [silence] Even though it still says no internet connection, Right, so I want the HTTP again.
31:00
Speaker 2
And yeah, just let me know once your iPad is connected to the network. Just tap connect and once you confirm the iPad is connected, kindly open a browser again and then type in like in the address bar, http: //my router. info. Yes, sir, that's normal. And again, we can still access the web user interface, even though the network is or does not have an internet connection. then colon, double forward slash. [silence]
31:00
Speaker 1
and which one do I my route to all the number okay Safari can't open the page because the server can't be found
32:00
Speaker 2
Yeah, my router.info. I see. Uh, can we go back to the wi-fi settings on your ipad? Like he often go to ah again. Go to Home screen and tab on settings. And then once you are on the wifi or wifi settings tap again.
32:00
Speaker 1
I mean, it's got a blue tick, but it's still got no internet connection, but then I haven't got anything connected to the router. Info. Yup. Wi-Fi address, IP address, yeah. Yup. Wi-Fi address is 52:b3:cc:84:61:e0.
33:00
Speaker 2
yes, the I icon like next to the network name, 24E41A2, that's normal, sir, so again, once you once you tap the I icon, you should be able to see again the IP address and router IP address, yeah, may I have the Wi-Fi address
33:00
Speaker 1
eX colon 31 colon 52. is 192 168 Dot 1 Dot 216 . Yes . Yes , that's a router . Yeah .
34:00
Speaker 2
Thank you so much for that and what about the IP address? [silence] all right the same IP address and what about the router IP address like or on the screen? Can you see a and value that says 192.168.1.1? Uh-huh and is that the router? Like router IP address? It says the sorry it says there that router IP address, correct. [silence] all right, thank you so much for confirming sir. So uh since we're getting the same error message, let's uh
34:00
Speaker 1
Wi-Fi tube 4e4 1a2. No internet connection, but that doesn't matter, does it? Yep, it's connected. [ silence ]
35:00
Speaker 2
Yes sir. That doesn't matter because we can still connect to the network even though it doesn't have an internet connection. So just let me know once your phone is connected to the network. Okay, great. So let's try to access again the uh like on your phone. Kindly open a browser again and type in http://myrouter.info.
35:00
Speaker 1
Safari has clipped open the page because the server can't be found. Yeah. one nine two dot one six eight dot one.
36:00
Speaker 2
Same error message cannot be found. All right. I'll answer let me take that note here. How about 192.168.1.1 instead? Let's try that one.
36:00
Speaker 1
is set that many of the inside connection is not private show details hello selva VEI rossi cannot open this place what my wife done on her phone she's got something else come up I've got login admin login admin and what's looking for that and they just they just continue I wish get out of route network yeah I've had that come up before but yeah sorry carry on young man I got
37:00
Speaker 2
yes please hello there yeah yeah I really do apologize ma'am and sir we should be your I'm sorry
37:00
Speaker 1
Right This phone and on where to click where to get the info general and then go to about right
38:00
Speaker 2
Yeah, we should be redirected to a page that says, Linksys now, and then it will ask for the router password. However, since we are not getting to that page, uh, we might need to further, like, isolate this one. So, again, sir, once you see the the warning message that says this connection is not private and after you tap show details, it just say that server cannot be found as well, correct? Uh-huh. And may I have the, sorry, may I have the exact model and OS version of this phone? Yeah, the phone that we just tried to access the marouter.info or 192.168. I use an iPhone. No worries, sir. Just take your time. silence
38:00
Speaker 1
they want? It is 26.5. No, no, no, I've got an iPhone 12. So, it's a iPad Pro fifth generation. Uh is 26.5. [silence]
39:00
Speaker 2
Yeah, yes, sir. Go to settings and go to... Yes please 36.5. And what about the model of this iPhone? Like, is it 17, the latest or... iPhone 12? All right. Thank you so much for that,encer. And what about the exact model number of your iPad, the one that we tested earlier? iPad Pro 5th gen. And what about the OS version for this one? 26.5.
39:00
Speaker 1
Okay, yeah, I'll do that, all right. Speak to you in a minute. Thank you. [silence]
40:00
Speaker 2
All right. So, uh, just to verify, as, got this, one sir. So, uh, for this one, sir, I'm gonna put the call on hold for three to five minutes, okay? I just need to double check my resources regarding, this issue. So, our main issue right now is we cannot, access the web user interface. And don't worry, sir. In the meantime, like, uh, while I'm waiting or while I'm checking my resources for the issue, you may now, uh, reconnect the, router to the modem so that the router will have an internet connection. Thank you.
40:00
Speaker 1
Hi, George. You okay? Yep. Solid white. Yeah. No. Oh, what? Just clear the history. Yeah, I can do that through Safari. [silence] Yeah, I can do that through Safari. [silence] Hi.
43:00
Speaker 2
Hello, sir. Thank you for patiently waiting. Uh hold on, sir. Ah yes, sir. I'm still sure. Yeah, sorry for the delay. I was sorry. I was on mute. So, uh just to verify the light now on the Node gun to solid white. Is that correct? Okay, great. So that means that the device is now online and working. Uh so, uh on your phone or iPad, sir, let's try let's do it on your iPad instead. So, do you know how to do clear cash on your iPad? Like clear the browser's hi store. Uh don't worry, sir. I'm going to walk you through on how to yeah, so yeah, by clearing the cash and your story cash. Yeah. Yeah.
43:00
Speaker 1
Right, clear history and website data, clear history. Right, I've done that. So I've got this connection is not it, I just kidding.
44:00
Speaker 2
yeah yeah please and let's try again to access the login page let's try the two methods which is one nine two the h h c p one nine two "." sixteen eight "." dot one dot one [silence]
44:00
Speaker 1
show details so far reward you with a website as a certificate that is not valid. This might happen if the website is misconfigured or an attacker has compromised your connection. Are you sure you want to visit the website. Alright. I've got a login now.
45:00
Speaker 2
Yeah, and then just tap again the show or tap show detail. I'm sorry, What was the error message Safari [silence] got that one, true. And is there an option to bypass that one that that it says there visit this website? Okay, kindly tap that one. Yes, please. And it also says, links is
45:00
Speaker 1
Yeah. Oh. Yeah, I'm going to try to remember. Now, answer can't see it.
46:00
Speaker 2
know now, correct? Why is it asking for a router password? Okay, that's great to know. So it seems like we are now on the right page. So for the router password, kindly use the same password labeled underneath the router.
46:00
Speaker 1
G. login. yes, i've got a little scrolling circle at the minute saving your configuration and checking software details. oh, right i've got something up now. yeah. menu. yep. incredible Wi-Fi, yep.
47:00
Speaker 2
Yes please and just let me know once you're on the dashboard. Okay, that's great to know. So Let's now separate the ban. So On the screen, tap on, tap, tap the menu, tap the menu icon. And then go to incredible Wi-Fi. And then when you see the quick setup, I want you to taggle that off. Yes. And then for the 2.4 band, [silence]
47:00
Speaker 1
Oh, sorry. Can you say that again? Yeah. Yes. Yeah. I'm just, Oh, sorry. I'm, I'm a bit stupid here. Which keys?
48:00
Speaker 2
You should be able to see the name there and kindly tap the edit icon and for the name just add underscore 2.4. Ah yeah. Under the 2.4 band, so you should be able to see the Wi-Fi name. So next to Wi-Fi name. Yeah. Tap on edit and then for the name, there's no need to change the name but but just add underscore 2.4 like 2.4 and and then press, yeah, yes sir, underscore 2.4 so that we can easily verify which is the 5 gigahertz and 2.4 band.
48:00
Speaker 1
on the score a little line that goes down. Oh yeah okay. that's so underscore 0.4 okay yeah I've got that so it's Wi-Fi dot 2 4 e 4 182 biscore 0.4 oh yeah um well I'm doing that but the save button at the bottom isn't highlighted and it's not letting me
49:00
Speaker 2
Oh, no. Yeah, the little, uh, line. Yeah. That's correct, sir. And then tap on or press save. All right. Uh-huh. So, once you tap save, there, kindly scroll down and then make sure to press the save button. Yeah, kindly tap that one. And then just press OK. So it's more like
49:00
Speaker 1
It's grayed out, yeah. I'm not sure where I've got... I'm sure he's underscore. It looks like dash, but I'm sure he's underscore. Yeah. All right, sorry. Yeah. Yeah. Carry on.
50:00
Speaker 2
More like grayed out. I see. Uh can you check on your IPad or on your phone. uh check if they can already detect the 2.4 or the new name of the 2.4 band. like uh, hold on. 24E4182 _2.4. However, uh as long as that it says "- or " _, uh sorry, as long as there's a 2.4 at the end, rest assured that that's the 2.4 band. Uh, so uh, by the way, sir, go ... Uh, I'm sorry, sir. Sir, goin back to the main issue. All your devices are able to
50:00
Speaker 1
Well, it's that. I've also got a my go thermostat. you, won't it connect to that either. My goal. I'll go MIG go. Now I can only see tool for e4182 because it's not saved it.
51:00
Speaker 2
to connect to your home network except for the ring doorbell version three is that correct? Ah, I see. Um, what was the brand again for that thermostat? My uh huh. Thank you so much for that man. So, okay, now let's just uh confirm or uh, let's confirm for now if we have uh successfully separated the band so that you can manually connect your smart devices to that 2.4 band. Uh how about on your iPhone please? Could you just go to the settings? Menu, internet? Um, actually I'm sorry. Wi-Fi.
51:00
Speaker 1
[silence] Wi-Fi. No. [silence] Yeah. [silence] Well, um, I'm I'm back in there now, but where where the bottom says save, I can't save it. [silence] Um was the sorry I'm going to change that quick setup tab. Yup. Yeah, it's still the same.
52:00
Speaker 2
And same issue like there's no dash 2.4 or underscore 2.4 at the end. I see. Are you I'm sorry, just confirm. Are you still on the Wi-Fi settings or the incredible Wi-Fi tab? Uh-huh. Uh-huh. Uh uh yeah, uh, uh let's try to for now kindly close the incredible Wi-Fi. And then, uh yeah, make sure to uh disable the quick setup tab.
52:00
Speaker 1
[silence] Yeah. Yeah, that's all. OK. [silence] No, still brayed out. Do you want me to turn back on back to the home screen? Yea. Yea, go like that.
53:00
Speaker 2
OK, great. So um, how about this one instead? Like can you see the 5 gigahertz band? Uh huh. Um for the meantime, and this is, yeah, this is just for temporarily. Uh kindly turn that off. Uh huh. And then check if there's an option on the bottom for you to be able to save the option. I see. It's failed right now. I see. Uh can you go back to the home screen for now, sir? Yes, please. Yeah, kindly go back to the home screen for now. And then.
53:00
Speaker 1
[silence] So how do I do that? Okay, yeah. Menu, yeah. Yeah. [silence]
54:00
Speaker 2
All right. And I want you to reload or refresh the page for now. Ah, yeah. On the URL, sorry, on the browser, like, kindly look at the URL and there should be a refresh. Yeah, there should be a refresh icon there. Or you can just like swipe down the browser like on your on your phone. Just swipe down your finger and then you should be able to refresh or reload the page. All right. So once it has been reloaded, kindly go back to the menu icon again. And go to incredible Wi-Fi. Again, make sure to tag it off the quick setup.
54:00
Speaker 1
yeah two point four. oh yeah yeah. okay. right. so i'll come back to says tube dash four E 4 1 A2 then you want Linksys. or the whole thing. i
55:00
Speaker 2
And then let's rename again the 2.4 band. Yeah, so for, yeah, sorry, sir. For less confusion, yeah, for less confusion, let's rename the 2.4 to linksys_slash_2.4. Yeah. I know, sir. Can you delete the words that says, yeah, the whole thing. Delete the whole thing and replace it with linksys_slash_2.4. [silence] Yeah.
55:00
Speaker 1
Harel Davidson be spelling link L Y N LYNK L Y N K oh LNK 2.4 2.4 save that and now at the bottom I've got a blue save and so I can save it
56:00
Speaker 2
Yeah, L-Y-N-K-S-Y-S. Sorry, sir, it should be L-I-N-K-S-Y-S. So, yeah, all links is... No, sir, uh, it should be I, like L for Lima, I for India, not Y. And then, yeah, just make sure to press save again once you... Yeah. Yeah, save. And... G-R... Yeah.
56:00
Speaker 1
you're updating Wi-Fi settings yeah wif in Name 2.4 okay okay processing okay processing spinning circle [silence]
57:00
Speaker 2
[KEEP_UNCERTAIN] um. okay, uh... the screen it's saying there's a circle there uh... honors please check on your uh... fire settings, like on on your PAD or phones to use if they can already detect the new name out the two point four band, which is TheScripts2.4. uh... I can also... turn on Ah. Because it really read that Atmosphere Wi-Fi name. After turning on the Wi-Fi. [silence] But it didn't connect though. Uhuh. Right. So try to unplug that router now. Um, unplug. Yes. And can you try to wait for a while? [silence] Like maybe a few minutes. Then try again to like, then use some water. Turn it on. [silence] Oh. [silence] Okay, so after maybe three minutes or so, um. Nothing happens? Uh, you're back yeah you're back So the internet wasn't getting disconnected then also right? But like it was still on no resilience sense to four so just to troubleshoot this one may we proceed with like setting up our monitor system again but first we need to set back first our devices and our router right Yeah, right. So, if you can, um, now can you turn off? Uh turned off the faster side router. I turned this off Let me I'll pull up. Let me just quick pops. Okay, please turn it off for like 30 seconds. after that, I turned this But it's still can see if the screen though. [silence] So after 30 seconds, finely can you turn the faster side on? Just plugged into the wall from the IPAD.
57:00
Speaker 1
No, it's not saying it. Yeah. I've done that. Put it back on again. Oh, yeah. I've got it now. Linksys 2.4. Yeah. It's just come up.
58:00
Speaker 2
I see. Can you try to reload or turn off and on the Wi-Fi? Okay, great. So, so that means that we have successfully separated the band. So, uh, rest is sure that you can now manually connect your smart devices to that network since that's the point for design.
58:00
Speaker 1
... [silence] Outdoor yeah. Yes. Okay. I'm just making a note of that. Sorry. Sorry, there's two. Okay. Okay. We'll give that a go. [silence]
59:00
Speaker 2
For those smart devices. However for your, sorry sir. However, for your computer or phone, I would recommend connecting them to the 5 gigahertz band. However, if for example for the ring doorbellt my go term is that if they can be connected using the app, I would recommend connecting first the phone to the 2.4 gigahertz band and then trying to connect those devices to the 2.4. Okay. All right. No, worry sir. Yes, sir. So don't worry sir. So again, sir, rest assured that your lynx's router is working since again the light is showing solid white. And the reason why we were getting a hard time accessing the web user interface is because of the cache or there's something wrong with the cache or history browser. I have rest assured that you can now manage the.
59:00
Speaker 1
Okay, Josh. Well done. Thank you very much. I'd like. Yeah, yeah. Onset. Thanks, Josh. Take care. Bye. bye. Bye. Bye.
60:00
Speaker 2
system or router by accessing the one nine two dot one six eight dot one dot one alright you are most welcome sir and thank you so much again for your time and your cooperation so are we all good for now got it sir again sir thank you so much for your time again thank you so much again for your time and thank you again for calling linksys you have a great day bye for now you take care as well
60:00