V2 Rubric Detail — 90a0fa4c-7948-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:39
Duration
67m 59s
Contact
Eden Fekade
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135969
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to reset the router's password.
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.8% (+9.8)

V2 Grader Summary

The agent successfully resolved the issue via full factory reset, recovery key password change, and mesh reconfiguration, resulting in solid blue nodes and customer confirmation. However, T3 is Not Met due to contradictory and inaccurate statements about router vs. Wi-Fi password equivalence, violating KB guidance. Ownership, communication, and experience were strong despite minor call control lapses.

V1 Case Analysis

Customer locked out of router admin UI on MX5600 mesh system. Agent guided password reset via recovery key, clarified router vs. Wi-Fi password distinction, and reset all mesh nodes to solid blue. Internet and app access restored. Case #1-3-5-15636-9.

Troubleshooting Steps
  • Verified model (MX5600) and serial number (9NM2AD14825).
  • Guided customer to access http://192.168.1.1 and http://myrouter.local.
  • Instructed use of recovery key to reset admin password after repeated failures.
  • Performed full mesh reset: disconnected WAN, reset parent node until solid blue, reset child nodes.
  • Clarified distinction between router admin password and Wi-Fi password.
  • Assisted with re-adding child nodes via Linksys app.
Key Observations
  • Agent provided correct local access URLs (http://192.168.1.1, http://myrouter.local) throughout the call.
  • Correctly used recovery key for password reset, per universal_password_login.md.
  • Confirmed final resolution with solid blue LEDs and app connectivity.
  • Protocol gaps: no warranty verification, no clear model confirmation beyond 'MX56', and no early clarification of password types.
  • Efficiency impacted by repeated browser confusion and password-entry loops.
Positive Highlights
  • Correctly identified and applied recovery key password reset procedure (10:00–11:00, 20:00–21:00, 36:00–37:00).
  • Provided correct local access URLs: http://192.168.1.1 and http://myrouter.local (08:00, 14:00, 34:00).
  • Successfully guided full mesh reset by disconnecting WAN and resetting nodes to solid blue (22:00–27:00).
  • Clarified router admin password vs. Wi-Fi password distinction (29:00, 47:00–49:00).
  • Confirmed final resolution with solid blue LEDs and app connectivity (60:00–63:00).
Agent Errors / Gaps
  • Did not verify warranty status or perform warranty lookup, a required protocol step for troubleshooting calls.
  • Did not confirm full model number (MX5600) beyond customer's 'MX56' statement.
  • Delayed clarification of router vs. Wi-Fi password distinction until late in the call (47:00–49:00), causing confusion and repeated attempts.
  • Did not confirm customer's access to the parent node label before instructing recovery key use.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'you've really helped resolve it' and all nodes show solid blue.
R2 Met Diagnostic thoroughness conf 95%
Agent performed systematic troubleshooting: reset parent node, used recovery key, changed admin password, re-added child nodes via app.
R3 Met Correct resolution path conf 90%
Agent selected reset-and-reconfigure path appropriate for ISP-provided SPNM6x system, avoiding premature RMA or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (login failure, solid blue) and root cause (corrupted config) but did not ask for model number or firmware version.
T2 Met Appropriate tools / resources used conf 95%
Agent used appropriate built-in tools: recovery key, web UI via 192.168.1.1/myrouter.local, factory reset; no external tools needed.
T3 Not Met No misinformation conf 95%
Agent gave contradictory guidance: at [29:00] said router and Wi-Fi passwords are different, but at [65:00] said they are the same, contradicting KB which states they can be same or different.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general direction but lost control during browser navigation, repeated instructions, and had long silences (e.g., [silence] x12 at 34:00).
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated steps, confirmed understanding, and apologized appropriately for non-native speaker.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned case from start to finish, performed all steps without transfer, and followed through on resolution.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps (reset nodes, wait for solid blue, move nodes) and provided ticket number 1315969 for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolved at L1 with reset/reconfiguration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; execution not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent demonstrated empathy: apologized for inconvenience, thanked customer repeatedly, remained patient during long troubleshooting.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used plain language, and maintained engagement despite technical difficulties.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding reset/recovery, but customer had to repeat browser access and password entry due to unclear instructions.
Call Transcript111 turns · 119 lines
Speaker 2
welcome to lynx this support to ensure quality service your call maybe monitor please remain on the line for assistance silence
00:00
Speaker 1
Yeah
03:00
Speaker 2
Hi, thank you for calling Linksys. This is Reggie, how can I help you today? Is that the Wi-Fi or router password? Okay. I don't really apologize for the inconvenience, ma'am, but is this your first time calling us?
03:00
Speaker 1
Yes, here it is. Yeah. It's Eden, E-D-E-N. And last name'schnikada. Yeah, F for Freddie, E-K-A-D-E. No, E for echo again. E-D-E-N, not A, uh, not for alpha. E for echo Then, no problem. Yeah, as the garden of Eden. Yeah, yeah, thermanesser. That's correct, yeah. Uh, D-E-E-E at the end, at the end, not alpha, okay.
04:00
Speaker 2
Four support, may I know your first name and last name, can you spell it for me? That's your first name is spelled as E for Edward. D for Delta. A for Alpha. That's ENDAN. Enden. And your last name is letter F for Freddy. E for Edward. A for Alpha. K for Kite. A for Alpha. D for Delta. A for Alpha. And your callback number. [silence] Okay, service S F E for Echo K A for Alpha D for Delta. [silence]
04:00
Speaker 1
That's correct, yeah. 07990014847. E D D as my first name. Number 4 L. Elphamiztif. tango@gmail.com. I've got one router but two extra extenders. Yeah, one router though yeah. Two extender. Yeah. One second. The main router, what do you need again? The password. [silence]
05:00
Speaker 2
The e for Echo. And your callback number? [silence] And your email? [silence] And how many Linksys router do you have, ma'am? [silence] Just three Linksys devices in total. Please provide the serial number of the main router located [silence]
05:00
Speaker 1
y our serial number is nine N for November 10 M for mother number two. A for alpha D for Delta 14825. Say that again. N M X 56, where's that? What number is that? Sorry, I'm looking up. Yeah, it's been N X 56. Yeah, yeah, yeah, okay.
06:00
Speaker 2
購号是SBN/MX56。是SBN/MX56。型号
06:00
Speaker 1
uh, let me just, just let me just go and double check yours Blue earlier. uh, yeah, it's Blue, extender, uh, Blue as well. uh, yeah, that's Blue. yeah, uh, my, my computer is connected to that but let me see if my, I think my Wi-Fi, yeah, I'm on both my Wi-Fi and the laptop is also connected. uh, Windows on Microsoft Edge.
07:00
Speaker 2
Okay, so, what is the light indicator of the parents node? They are all solid blue. Now let's proceed to access the web interface. Okay. Make sure your computer is connected to your Linksys network. Visit the Windows or Mac. Okay. Can we open, yeah, open Google. Please.
07:00
Speaker 1
[KEEP_UNCERTAIN] Let me open up Google. OK. Oh. OK Google yeah I've opened it. 192 yeah. OK yeah on there. OK should I click on the admin access password? What is my IP? I can click on that I was already no this doesn't look right. I was already on that page. OK all that once I'm clicking is wrong but I was already on that page. Let me see if I can just refresh. Maybe I'll just refresh and then try something else. Yeah. I'll update if you have any other questions. Yeah if you could help me out here. Yeah hi Len. Yes my real name's Len. Yeah and it's nice to chat with you today. Thanks for talking with me Len. Yeah oh I'm really sorry. I'm sorry if you don't talk over me I'm a nice talk over. I'm yeah sorry to not. I'm not. Yeah sorry. I'm not a native English speaker because I don't. I'm sorry just to clarify if I'm in the right place because I was trying to talk to a Google Assistant. So I'm a bit. I'm so sorry just to clarify I'm pretty sure I'm in the right place that's why I'm misconception or something. Yeah I just thanks a lot I'm really sorry to to interrupt you everything though like that part. No yeah sorry. Oh yeah I'm now if we if you have any other questions I'm I'm happy to help you with anything. That might be helpful if we can answer your question. Yeah thanks a lot I'll check this and update if you have any questions. Yeah bye. Yeah thanks for listening.
08:00
Speaker 2
173 then on [silence] address bar [silence] type one nine two [silence] dot one six eight [silence] dot one [silence] dot one. [silence]
08:00
Speaker 1
I've changed the password. But I'll put in the changed password for now of the router password. Yeah. Okay. At the bottom of where? Oh, the MAC address. The MAC address number. Oh yeah, the password. It says router password. Should I enter the password that's meant to be on the.
09:00
Speaker 2
Yeah, it's okay. Like this. Yeah, for the router password, did you customize your own router password or not yet? Okay. Yeah, proceed. Or you can try type the password label on the bottom of the parents node. On the parent's node, yeah, on the bottom of the main router. You know, the password. [silence]
09:00
Speaker 1
Should I enter the, yeah, underneath that one, I've changed it. So I'll put in the new one that's been changed to. Uh, so, okay. Okay. Another, okay. Uh, it says invalid route of password. Please try again. Okay. Reset. Reset. Uh enters a recovery key. So she lies in the recovery. Okay. Yeah. Mm. Now it's saying admin password. Is, is I can giving me a chance to change the password now. So what what's the rule just is choose a password that is secure and easy to remember make sure you
10:00
Speaker 2
On the bottom or underneath. Yes. Go ahead. Okay. Click reset. Okay. Use the recovery key. Yeah. Recovery key labeled on the bottom of the parent node. Okay. Proceed to create a new one and make sure to follow the standard rules on creating a router password.
10:00
Speaker 1
him that remind you of the password just in case. Okay, I don't put the hint earlier but so it could be anything. doesn't matter how many letters, numbers or whatever or 10. Oh Oh 10 to 12. okay. uh and it doesn't have to be a mixture of letter case, alpha case or is better to do it like a bit of everything. Yeah? Okay. Okay. uh Okay. Okay. Unexpected error. It doesn't let me continue. uh if the issue continues. [silence]
11:00
Speaker 2
10 to 12 it must have yeah it must have 10 to 12 characters with an upper case lower case letters number special characters what is the ever
11:00
Speaker 1
it says two, two, nine, eight, unexpected error, we've encountered unexpected error. If the issue continues, please visit our technical support site. And then there's details. When I click on details, it just says, close content language 55 content type. It's very small. Yeah, it doesn't let me, so this is why I'm calling you, if we can go further with this. Uh, just the black one. I've done that already just before I called you, with my Nato provider. So is it to leave it unplugged for 10 seconds? Yeah. Yeah, I've just done that, but I can redue it if you want me to, but I'm literally did it 10 minutes ago. Okay.
12:00
Speaker 2
Okay. I really apologize for the inconvenience, but no, can you please unplug the ethernet cable from the modem to the parent node? Unplug the ethernet cable. Yes. Yes. Yes, but just unplug. Yeah, unplug the ethernet cable and wait for the light indicator of the router to turn solid red. Yes. Yes, Lee. Just unplug the ethernet cable. [silence]
12:00
Speaker 1
Yeah, I've taken it off. Okay, shall I plug it back on? The router is not, it's, no need? Okay. While it's still r- r- for me to access what? Oh, okay. Let me, one second, my laptop is in the other room. Let me bring it closer to the router. [silence] Yeah, I've taken it off. Okay, shall I plug it back on? The router is not, it's, no need, okay. While it's still r- r- r- for me to access what? Oh, okay. Let me, one second, my laptop is in the other room. Let me bring it closer to the router. [silence]
13:00
Speaker 2
No, no need. Okay. Now, can we try to access the web interface while the parents know this is all it read? The web interface again.
13:00
Speaker 1
Okay. [silence] So, will the internet work while that's off? Okay. So should I [silence] try and, [silence] OK. Should I try and enter the new password then? And try and, [silence] Okay. 68.0.1.0.1. It's just cluck, almost waiting.
14:00
Speaker 2
Yeah... Yeah... Yeah... We can still access the web interface, even if you don't have any internet connection. Yeah... Try to open a browser again and then enter 192... 168... uh, 1.1.
14:00
Speaker 1
A bit of time. This best taste on a new page, yeah? Not on the one previous that that the one. OK, I think it's find about.
15:00
Speaker 2
Thank you. Okay different. Yeah, open a browser, google, then on the address bar type 192.168.1.1. Yeah how about my router.local yes
15:00
Speaker 1
From the previous page, I still have the change password part, but to let me see one nine two. Yeah, I know it's not working. Can't refresh this page. OK, that's fine. Oh uh all one word RUTERU T E R.com. Uh L O C I yeah. Oh, but my internet is not, the internet is off though. You've left, you've got me to leave the other one off, so. [silence]
17:00
Speaker 2
and tried to refresh the page and then entered my router.local
17:00
Speaker 1
I don't come connected that's probably way it's not working. Oh hold on. Connect. Yeah, but then, uh, I'm trying to connect to my Wi-Fi but obviously that's not, but you're saying it should work without the internet? Oh, okay. No, nothing is coming up. Hmm. No. Yeah, my router is not working local. Okay, let me try a new browser. Yeah, my router.local. [silence]
18:00
Speaker 2
Yeah, but even if it's solid red, make sure that you are still connected with your linksys. Parent node that shows secured, no internet connection. Yeah. Can we open a different browser? Microsoft Edge.
18:00
Speaker 1
Mm-hmm. And. Say that again. I'm going to try that in a new page. Yeah. Mm-hmm. It's open. HTTPS. Yeah. forward slash forward slash. Mm-hmm. Point 168 or 160. 19 Oh 168.1.1 Yeah. Let's see. Now it says not secure. Your connection isn't secure. Advanced or go back say option. Should I go advanced?
19:00
Speaker 2
keep kidly include okay so on the beginning type http colon forward slash forward slash Okay, open in different browsers such Microsoft then on the address bar type https:// colon 192.168.1.1 yes 168 yes advance
19:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] This server could not prove itself. Shall I say continue? Continue to whatever else? Okay, yeah. Now it's got two QR codes for Google Play and then it says continue to link in Linksys Smart Wi-Fi. Should I continue, yeah? Should I go with Google app. Oh, like go into my phone? Uh-huh. I'll take a picture of it. Oh, okay. Okay. Oh, of the two phones. Oh, okay. Click on it, yeah. Can I click though? [silence] [silence] Oh yeah, okay. Oh, okay. Then it says enter recovery key.
20:00
Speaker 2
Yes. Yes continue on safe to one nine two dot one six eight dot one dot one click the picture click the picture or the image of the two phone. No no no click the picture yeah you can't no clicked click the picture of the two phone. Yes okay so please proceed create your own [ silence]
20:00
Speaker 1
So enter the password base, asking for recovery key. Yeah, shall I enter that? Yeah. Okay, I did. And then I'm going to submit. Okay. And then it's saying Admin password, this is a new chance to change the password. Yeah. Uh, let me see. Yeah. Just see. Okay, I can go reset. It's looking a bit more promising. What if your password can't have the same character twice in a row? Oh, twice in a row. Okay. Uh.
21:00
Speaker 2
on router password down. The recovery key is labeled on the bottom of the parent node. Since you're closer to that node. Yes, please. Yup. Create a different admin or router password but make sure to follow the rules or the requirements.
21:00
Speaker 1
No it's okay. [silence] Okay. [silence] Okay. I think it might [silence] have worked [silence] uh oh no error message again. [silence] Uh oh [silence] [silence] You need to configure what the link is.
22:00
Speaker 2
Okay so I'd really apologize for the inconvenience Eden and since we encounter this issue we really need to reset and reconfigure your Links as mesh system yeah we need to reset now
22:00
Speaker 1
Okay. Sure. Yeah. Okay, it's flashing red. Now I guess we have to wait for it to go blue. Does that mean like, you want me to close all the pages? Oh, yeah, yeah, yeah. Close meaning move them. Okay, yeah, yeah. Unplug and bring it closer. Bring it closer and plug it, yeah? Okay.
23:00
Speaker 2
rebel the nodes and send of it again. So this time, can we connect the Ethernet cable back to the parent node? Yes, and while waiting for the parent note to turn solid blue can we relocate the other two nodes closer to the parents node? You heart to fail notes, right? You tact extenders. So for the meantime, close all the pages then relocate or move the two child nodes closer to the parents node. Yeah, about two or three feet apart and plug directly to the wall outlet or main outlets.
23:00
Speaker 1
Okay. Okay. Okay. I've plugged those here and they both blue, the main one is flashing blue, but the other ones are, oh yeah, they're both flashing now. flashing blue. That one is, okay, the solid blue now. Okay. Yes. Okay. On the on the parent one, yeah. Okay. It's blue at the moment, but I need to press reset and hold, yeah. Okay. Okay. Okay, it's gone [silence]
24:00
Speaker 2
Okay, what is the light indicator of the parent node? Okay. Gently press and hold the reset button of the parent node, eh? And make sure to observe the light behavior. It must blink red, then ghost off, and then turn to solid blue. So when it turned to solid blue, that's the time that you release the reset button. Yeah. On the parent node. Yeah.
25:00
Speaker 1
Okay, it's red now, so I just hold onto it, yeah? Okay, it's gone off at the moment, but it's coming up. Okay, it's come blue now. Should I let go? Okay. Okay. The others too, individually, I press them or does it have to be the same time? Can I do it individually, one after the other? Okay. Okay.
26:00
Speaker 2
Light indicator. [silence] Okay, let's go. [silence] Yeah, and then proceed to reset the other two nodes. [silence] Yes. [silence] Yes. [silence] So that they can observe the light behavior. [silence]
26:00
Speaker 1
Okay, one is coming on blue. I'm going to do the next one now. Okay, now they're all blue. I've reset all three of them. Blue.
27:00
Speaker 2
Okay. And what is the light indicator of the parents node? [silence]
27:00
Speaker 1
[silence] Is that a bundle? [silence] Uh what do you mean? I don't know. I have a big bundle that I paid for. But um, yeah, I don't know. I'm not sure. Yes, it is. Yeah, I paid for it. It's a community fiber Wi-Fi. I have. Yeah. Yeah, okay. Okay. I guess now the fact that we've reset it, the password would be exactly what's on the router, isn't it? Because the hole. Okay.
28:00
Speaker 2
Okay. Is that provided or bundled by your community fiber? [silence] Yeah, or provided by your internet service provider which is community fiber? Is it also provided by community fiber? Okay. Okay. So the parents node automatically set up so kindly connect your desktop computer to the wi-fi name and password of the parents node On the bottom? Yes.
28:00
Speaker 1
Because initially. I think I'm connected. Let me see. No, I don't think I'm connected because it earlier, I change the password, so I'm I have to connect it back again. [silence] So, I'm just trying to reenter the uh router password again, because I had to change the earlier with them.
29:00
Speaker 2
Uh, yeah, so, and by the way, the router password and the Wi-Fi password are different. So you can use your Wi-Fi password to connect your devices. But for the router password, every time you access the router, you need to type it in. [silence]
29:00
Speaker 1
Yeah, I think yeah, this is the router password I need. Um, yeah, I don't know, it's not picking up. Let me switch off and switch it back on. Like the Wi-Fi, I want to enter the password manually. Oh, I'm sorry, it's just taking time to.
30:00
Speaker 2
[silence] [silence] yeah [silence] but of course since we reset your links is Brower [silence] so it back to its default domain and password labeled underneath the parent node.
30:00
Speaker 1
Yeah, I'm connected now. So should we open a new page okay okay new browser and then uh okay okay. Okay. Okay. Should I click on the font again? Okay. Cookies are required. I haven't had that until now. Please turn the security setting in your browser to enable cookies. Uh, should I should I do anything from the browser? Yeah, it's happened to me um, I clicked on the phone and
32:00
Speaker 2
Okay, now open a browser. Yeah, open a browser, such Google. Entered I 192.168.1.1. Click the picture with the two phones. Yeah. Is it asking you to access the router? Maybe you can accept that. Is there an option to accept or decline? Is it Google? Okay. Can we do a clear cache? clear cache. Can you open Google? Use Google. [silence]
32:00
Speaker 1
I initially I put it just in the search bar. On Google, it doesn't. Yeah, that's, let me do on the address bar. I think that 192.168.1.1. Oh, that brought me back to the same page. Now why? This doesn't look like your page. Let me see if I get back to this, what happens? No, um, I'm just not sure what's coming up is the right thing now cuz I know the previous proper page. Let me see. Add my login cleaning CSS. No, this is not it. Uh, can I know your previous? Let me see. Let me try. They wrong. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Oh, um, can I know your previous? Let me see. Let me try searching IP address. Let me try. Let me try it. That's not it. Admin login. Or 192.168.1.1. That brings me back to the same thing. Let me try. Let me type localhost. Let me try typing login in. Let me try typing at the search bar. Let me type login, changing. Let me try logging in. Let me try logging in as. Let me try IP address. Let me try. Let me try. Let me try. Let me try. Oh, guys, this is not bringing me back to the same page that I was in. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try. Let me try it up. Let me try. Let me try. Let me type. Oh, this is. Let me try. Oh, this is. Hold on, let me try. Let me try. Let me try. Let me try going back. Let me try. Let me try. Let me try typing again in up and.
34:00
Speaker 2
Type on the address bar. Okay, on Google. Yes. How about my router? my router.local. [silence]
34:00
Speaker 1
Okay. No, I got it now. Okay. Let me click on the phone. Oh, it says cookies. Oh, okay. No, let me try my router. So that's on a new page. Yeah? HTTP//and then it's my routers dot local. Okay. That came up. Yeah, that came up. Click on the phone. Okay. That's better. That worked. Previouly entered uncorrected password. remaining attempts of four. it says. So we don't want to block ourselves out. it says you previouly entered. So what should I enter now? The router password does coming up. it says remaining attempts of four.
35:00
Speaker 2
Yes. Okay. HTTP. Fallon. Yeah, I think that's slash. Reset. Proceed to reset. Yeah, reset and create a new admin password.
35:00
Speaker 1
should I still enter the Ruth a password one more time for us to try? Yeah, okay. reset password. And then it's asking for recovery key. So I'll enter that. Okay, so password now. one moment. research password must be 10. Oh, okay. It's 10 Letterer. Okay, it's
36:00
Speaker 2
Try to click reset or forgot password to create a new one. [silence] Yeah, make sure to follow the rules.
36:00
Speaker 1
Okay, let's see. Oh, hallelujah, I think it's gone through finally, one second. Let me just make a note of that. Wow, thank you for your help. One second. one moment.
37:00
Speaker 2
Yeah, you're welcome for that. Because I usually, Aiden, most of the time. Most of the time, if they ever occurs, we really need to reset and reconfigure your languaging.
37:00
Speaker 1
Yeah. Okay. Um, um, solid. Maybe just the passwords. Uh, But I wanna see, no, maybe just the route up, but if this is works now, it might just be okay. But I wanna make sure that the, um, app on my phone is also working. So if you could stay on the line, I mean, it took more or less a whole day, you won't believe like, oh, so many times you wouldn't connect. Um, so I'm trying to see if the app can also connect. Now, does that mean if I can connect online? I don't know whether it's the Yeah, let me see. Oh, the child not apart to
38:00
Speaker 2
Yeah, do you want to come up.
38:00
Speaker 1
Yeah, that's what I'm just gonna do. But I think I need to um, from my phone, right? Yeah, I'm gonna do that. I've just deleted it, but what I'll do is, my internet is off from my Wi-Fi is off from my phone at the moment. So let me connect to that before I download it. So I'm trying to do this manually. Just give me one second, don't leave me while it comes up. Oh yeah, it's came up. Okay. Okay, I think I'm connected on my mobile now, so I can try and install the app back again. The lights on the cloud is purple. Would you want me to do anything on that one in the meantime? Okay. Okay, okay. So let me do this. So I should allow device on my local network, I guess. I
39:00
Speaker 2
Yes. We can actually set up the one on the Lynx app. This is actually included for the log-in process.
40:00
Speaker 1
And then enter my and then, what was my password? Uh, I'll take it down. Uh, okay, new network? Right, we found a new network now. This is the first of it. We found a new network. Add this network to your account. Should I say, add? Okay, and then your password. So I enter the password now.
41:00
Speaker 2
[silence]
41:00
Speaker 1
Okay, let me just do that again. [sound] Uh sorry about that. I think I am the correct WHT, uh, WHT. I don't think there is a mistake on the password. They say it we said post. Sorry that that's the incorrect password. Enter the router password. Let me try again. Okay. Uh, oh, not on the library. I'm trying to enter the parent password of the router. Is that
42:00
Speaker 2
yes, that one that you created when we tried to access the web interface.
42:00
Speaker 1
Why should enter all. Isn't that what it's asking for? It's a root. Yeah. Yeah, but that's, that's what's actually on the router, so that's what I'm entering. Uh, yeah, it's going through. It's. Ah, that's actually on the router, so I entered the same thing, but it says, that's the same password. Why does it say, sorry, that's incorrect. Oh, to actually log into the links. Is that why I need to enter? [silence]
43:00
Speaker 2
Yeah, the router password that you created when you try to access the web interface, uh, yeah, but I guess you created your own. the one that's 10 to 12 characters with uppercase, lowercase that is your router password. Yes, if you're planning to log in.
43:00
Speaker 1
oh, it's Oh, is it? No, I'm logged in already and he said add add a network. Oh add to account and then he's asking enter your router password. Does that mean the password I've just used or is the account password I've just created. oh, I don't think he was asking. okay, just entering the password. Yeah, he's asking. Okay. I don't have a different Wi-Fi password. I've only got a router password and the password I just used to create for this account. Should I be using cuz it's not accepting. Is he asking me for a router for my router password that it's not accepting that? Am I meant to enter the I'm I mean to enter the just did that. He said would like to send the notifications. No.
44:00
Speaker 2
Yes. Yeah. Add two accounts. No. Actually your account's server is different. It's the router password. Yeah. Admin or router password are the same. Except for the Wi-Fi password. Yeah. The router password.
44:00
Speaker 1
I'm yeah, it's not accepting the root password, I do reset it, I used the same one. I'm I'm looking to the password I created to login to this account, no. You want me to try it? I'm lost with which, the cam password, so it's asking for, it says enter your router password. Isn't that meant to be the router password? The router password is what I have on the actual router. That's what I've entered for the other one. And for some reason it's not accepting me on this one. Yeah. Yeah.
45:00
Speaker 2
Kindly try to reset it and then just reset then use the password that you created with your web interface. [silence] I know when we try to access the web interface earlier Eden, we change your router password, right? You follow the rules. You need to type that one.
45:00
Speaker 1
Yeah, but did I change it? I didn't change it though. I used exactly what's on the router. And the only password I changed is to be able to go in. Okay. Oh, okay, okay, okay, okay. I thought that was okay. So does it consider start to be the router password? Is that? Okay, I'll try that. Okay, I don't realize. Let's see. It's cycling, so let's see if it's gonna work. [silence]
46:00
Speaker 2
just okay. just click for got or reset. yeah.
46:00
Speaker 1
Oh, okay, get notification of connectivity issues and network status. Oh, okay, it's gone through. So let me ask you, thank you for that. Does that mean my actual router password is the same on the on the router? So how is this considered? does this also considered a router password? or the one we just created? Now, the one I just created. which is the one I just created. Okay, but this one is for the web interface of linksys.
47:00
Speaker 2
Not that it's your Wi-Fi that's your Wi-Fi password. So if you if you're going to access the web interface yeah if you're going to access the web interface that links is up and then you need the router password. But for the Wi-Fi password just use the Wi-Fi password labeled on the bottom of the parent note your Wi-Fi password. Yeah. So the Wi-Fi password the router password and your links account password are all different.
47:00
Speaker 1
Okay, so, what's this one I want to make a note, so, the one I've just entered for Link is the one you just got me to enter and worked, what password is that, because my only understanding is the router password that's actually on the parents. Okay, so, what's this one, then the one I just used? Is this Wi-Fi? Okay. Yeah. Uh, okay. Okay. But say, for example, um, I have a visitor and I give them my password to log into the Wi-Fi, I just use [silence] Okay. [silence] Okay. Say, for example, um, I have a visitor and I give them my password to log into the Wi-Fi. I just use [silence]
48:00
Speaker 2
that's the router password. Okay, so this is actually the explanation for that. So if you're going to connect your devices, you need the Wi-Fi name and Wi-Fi password that is labeled on the bottom of the parent node. So we tried to access the web interface earlier and we changed the router password. So you follow the standard rules or the requirements on creating the admin of router password. That's your router password.
48:00
Speaker 1
the normal the route of Wi-Fi, yeah? this is just more for the linxis and for the Wi-Fi is this is the new password. that correct? I think. I I am. yeah, yeah. it's two devices and one node. okay. menu. It's all up here, see that that dash is on the end to the left. Yeah, the three lines and then our waife system. Uh-huh. yeah, yeah. I know that one but that's not why I entered on here. I got that part because it's on the Wi-Fi.
49:00
Speaker 2
yeah, we can actually check your wi-fi password. are you on the linksys app now? are you on the linksys app now? Okay, click the menu icon. click the menu icon. the three lines. go to wi-fi settings to double check your wi-fi name and wi-fi password. that is your wi-fi name and wi-fi password to connect your devices.
49:00
Speaker 1
OK, not too worry. Thank you. helps me anyway. Uh, but because on this up that might be just my app password. OK, hommy like that. Uh, on the app. Hull. Yes. home there. I'm on the setup, new products. Uh, create another, I don't know, the uh, the new not, yeah. I think you know, but then it's got my Wi-Fi. So continue on that one. Yeah. okay.
50:00
Speaker 2
Yeah, but of course, we need But we need also to set up your child node. Your child node is not yet set up. So just scroll down on the bottom, you can see set up new product. Okay, click on the bottom, set up new product. And then continue. Add new node. Yes. [silence]
50:00
Speaker 1
And I should allow Bluetooth? Okay, and then next... Node light is solid, it's asking me. It's solid purple but not blue. Should I click on node light solid? Looking for your child node, okay, keep your okay, keep your phone in the step area. Okay, it's working. Thank you.
51:00
Speaker 2
Yeah. Yeah, proceed. Yeah, because it's already it's already solid purple. Is it adding now?
51:00
Speaker 1
yeah it's adding it's just yeah yeah it's looking for not but it's nearly done now uh it's just hold on it just says looking for adding your child not it's done this may take from four to six minutes per child not yeah so it's gonna start it my it's flashing one is flashing purple one is solid purple at the moment do i need to do anything or just leave it out these keep your phone in the step room it says okay one is currently flashing Yeah, and one is just solid. [silence] One is still blinking. The other one hasn't started blinking. It's just solid. But uh it's it's working on the app. It's adding it. Solid one of them. One is still flashing. And on the up Uh they're in the same room like very close. But uh the two are on the floor and the adult one is uh slightly Oh it's gone blue now. The one that was flashing is gone. Yeah.
52:00
Speaker 2
are the child mode both uh blinking solid purple how far it is from how far the children from each other and it can it can it try about two or three feet apart
55:00
Speaker 1
uh the flashing one is now gone blue. But they're on the floor. Would you like me to raise it up slightly on the bed? But the purple one is just purple at the moment. The other one is gone solid uh blue now. The one that's literally on the other side of the bed. A double bed. They're not too far apart. But the child nodes are on the floor. The other one is slightly raised up. I can put it on the bed if you need me to. They're plugged uh and like sitting on the floor. So one is okay. Now the other one is flashing. The purple one is flashing. No, that one started flashing now. Yeah, that one's not flashing now.
56:00
Speaker 2
Yeah, but how about the other one? And how far it is from the parent? No, the purple one. Okay. So, the one just stayed in purple. Okay, so let's just wait for that one to turn.
56:00
Speaker 1
Okay. Okay, still flashing. A bit of flashing purple, flush in purple. I'll update you. I'm just keeping an eye on it. [silence] flashing purple just to give you an update yeah on the link stop it's moving it's gone halfway through now okay thank you
57:00
Speaker 2
Okay, and the link's just up okay, so let's just wait for both child nodes to turn solid blue
59:00
Speaker 1
What is your name again? I know I was just asking what your name was again. Hello, yeah, I can hear you. Regina, OK, thank you. Raj, okay, Raj. Thank you. You've been really helpful. Thank you. Yeah, the the router password I don't really want to change. Um, I was just trying to under 'ause I don't have any recollection of having any other like password for the Wi-Fi you see. Uh, oh, it says it, did I just touch it? I think it's done. Your network community and it says child, not one child not two. Shall I do next? There's a next option. Next. Go ahead and move your
60:00
Speaker 2
Yeah, you're welcome. And would you like to change your Wi-Fi name and Wi-Fi password or just prefer to... Sorry. Hello? Ah okay. Uh I'm Regine and you can call me Reg. You're welcome Edden. Okay. Mhm. Yes, click next to go back to the dashboard.
60:00
Speaker 1
Okay, it says go ahead and move your child nodes. Aim to keep them in a room apart about 30 ft if needed, you can check the signal. Yeah. I'll put them back where they were. Should I finish the I cut now then I can unplug. They're both blue now, solid blue. So should I finish now and move them? I've just finished the on the out. Okay, yeah, lem am okay to unplug them now. Okay, lem unplug and move them now.
61:00
Speaker 2
the the child yeah and then exactly yes and then check the light indicator of the child mode okay relocate yeah finish it under lynxest app and then move them yes
61:00
Speaker 1
Okay, I've moved them where they were now. They bought, they're all blue. I'm just going to green tick. I've done this. Your device has no Internet connection. Please connect to Wi-F or turn on your mobile data. Should I turn on mobile data? It's because I moved, I guess, or... They should have... Okay, yeah, it started flashing. But first
62:00
Speaker 2
Okay. So, no need, yeah, no need to turn on the mobile data because you have internet connection now. All you need to do is to relocate the child node, Edwin, and wait for about three to five minutes for the child nodes to reconnect and to study blue. No need to do anything. [silence]
62:00
Speaker 1
from the Paralon, yeah, but from the parent not should my internet no connect now because it seems like to have gone off now. oh yeah, hold on. Let me try and connect. should connect, right? yeah, yeah, so now nothing to do, I think must connected. of done then. let's see. this could take of a few minutes. maybe I need to be near the parent. I tried to connect to the internet. but I'm going to stay in the room of where the parent node is, on the up at the moment. it's saying to me because the internet went off. I think it will take a minute. So let me just wait. okay, now it's connected. I think that's connected now.
63:00
Speaker 2
Yeah, of course. It might be here that you are too far. Yeah, maybe you're too far from the parents. It should, yes. Okay.
63:00
Speaker 1
yeah, it says two device, three nodes, uh, in terms of connected in the house, is that? iphone off. Okay. I think, I think it's connected now. So now I don't do anything and that should go through. Uh, I don't do anything and you'll go, hold it, then. Okay. Yeah. If that's what, sorry, the, the, the, the password. No, I haven't customized the root of the password. It's as it's So that is what I didn't understand because so far I didn't think I had a different Wi-Fi password. I only have the
64:00
Speaker 2
yes but of course let's just wait for the child nodes to change solid blue. yes it should go through and turn to solid blue. all you need to do yeah and may I ask is that your original Wi-Fi name and Wi-Fi password labeled on the bottom of the parent node Eden? or you customize or created yeah for the Wi-Fi password and Wi-Fi name? [silence]
64:00
Speaker 1
Use the router. So I'm guessing what I set up with you on the Linksys is meant to be the Wi-Fi password, I think. That was what I was trying to understand for myself. 'cause all along, I don't think I had a Wi-Fi password, that's why I had to use the router. Yeah, so I've noted it for myself as a Wi-Fi password for now, the one we created with you, that I switch on there. Because on there, what I was trying to enter was the router password, that was what. Hmm. Because you were asking me a router password, so I was using I was using the password I've seen on the adult's node. And it kept not accepting and then when I tried to reset it, it didn't work. But when you actually got me to reset it, I created a new password that worked eventually. So my understanding is that would be my Wi-Fi password, I'm guessing. That's it, it's:
65:00
Speaker 2
Yeah, it's okay. Mm-hmm. No, the Wi-Fi. Yeah, but, of course, your Wi-Fi name and Wi-Fi password are the same.
65:00
Speaker 1
How I'm understanding you at the moment. Okay. Yeah. Right. Does that mean on that? it would not accept. So which one do I have to or it's just that I have a choice too if I need to? Oh yes, yes, yes. That part I get. Oh
66:00
Speaker 2
No, we did not change your Wi-Fi name and Wi-Fi password. So you just need to use the credentials labeled on the bottom of the parent node. But for the router password, Edin, from time to time, we can actually change that. So if you're no longer, so if the router password labeled on the bottom of the parent node would not accept. Hello. Now, if the router password on the bottom of the parent node would not accept, when you try to log in on the Linksys app or on the web interface, you can change that.
66:00
Speaker 1
Okay, thank you so much. I really appreciate your help. You've been really helpful and thank you for your patience as well. Thank you so much. It's taken me more like a whole day. Yeah. Is there a reference number for this call? Okay, I really appreciate it. And your name was again? Regine. Okay, Regine. okay. Reg, thank you so much. I really appreciate it. It's taken me more or less a whole day and you've really helped resolve it. So I really appreciate it. Yeah. Thank you very much. Okay. Have a good evening. No. Thank you very much. Thank you. Have a good evening.
67:00
Speaker 2
you're welcome, yeah, yeah, but of course, if you need more assistance, just feel free, yeah, yeah, and feel free to call us back. Just use the ticket number 1-3-5-15636-9 yeah, of course it's 1315969 Regine, you can call me I, I, I I will cancel, and thank you so and for your time and patience while we solve this. Take care. Bye. Bye.
67:00