V2 Rubric Detail — 917067ce-74d3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 22:32
Duration
89m 29s
Contact
Hayes Mccarty
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135423
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Initial setup of the router
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.7% (+30.7)

V2 Grader Summary

The agent conducted a thorough and logically sequenced troubleshooting process aligned with KB guidance, including resets, 5-press pairing, and MAC clone setup, demonstrating technical effort and ownership. While the issue was not resolved, the path was appropriate and a clear follow-up plan was established. Key inaccuracies (e.g., admin password location) and communication inefficiencies prevent a full 'Met' rating, but the overall effort exceeds 'Partially Met' for R2 and T1.

V1 Case Analysis

Customer reports MX2000 mesh nodes solid red and cannot access router UI. Agent performed multiple power cycles, factory resets, 5-press pairing, and attempted web UI access via 192.168.1.1 and myrouter.local. Agent incorrectly advised on default password and MAC cloning. Issue unresolved; callback scheduled for next morning and advised to contact ISP.

Troubleshooting Steps
  • Power-cycled modem and router
  • Factory reset of parent and child nodes (20-second reset)
  • 5-press pairing method on parent node
  • Attempted web UI access via 192.168.1.1 and myrouter.local, accepted security warnings
  • Tried default admin password 'admin'
  • Enabled MAC address clone in router settings
Key Observations
  • Agent provided correct local URLs (192.168.1.1, myrouter.local) and the 5-press method for MX2000.
  • Agent gave materially inaccurate technical advice, including the default admin password and MAC address cloning.
  • Call flow was highly inefficient with repeated resets, long pauses, and loops, failing to follow a logical troubleshooting path.
  • Agent did not verify internet connectivity at the modem before proceeding with router configuration.
  • Agent failed to maintain control of the call, allowing it to become chaotic and unfocused.
Positive Highlights
  • Collected essential customer information (model, serial, contact details) early in the call.
  • Provided the correct 5-press pairing procedure for MX2000 nodes, which is supported per universal_5press_models.md.
  • Offered a concrete follow-up time (10:00 PT next morning) and clear next-step recommendation to involve the ISP.
Agent Errors / Gaps
  • Stated that the default admin password is 'admin' at [72:00]; the correct default is blank (per velop_router_setup.md and universal_factory_reset.md).
  • Guided the customer to enable MAC address cloning without confirming necessity or explaining its purpose at [76:00–82:00], leading to confusion and wasted effort.
  • Failed to verify whether the Spectrum modem was in bridge mode or if it was blocking the new router, a critical step for ISP modem compatibility.
  • Repeatedly asked the customer to repeat steps already performed (e.g., power cycles, resets), creating unnecessary loops and reducing efficiency.
  • Did not follow a logical troubleshooting flow; skipped basic isolation steps and jumped between unrelated procedures.
  • Failed to confirm internet connectivity by testing directly at the modem, a fundamental step in WAN troubleshooting (per velop_wifi_connectivity.md Step 2).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer stated: 'I think I'm going to bail. I've got dinner plans tonight, and I'll I'll try tomorrow to try to get it going.' Issue not resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent performed multiple targeted troubleshooting steps: power cycling modem and router, factory resets, 5-press pairing attempt, MAC clone setup, and local web UI access — all logically sequenced and consistent with KB procedures for setup failure.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path appropriate to in-warranty product (MX2000), did not cite warranty as reason to stop, and established a follow-up plan with ISP coordination — aligning with best-effort and continuity expectations.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified core symptom (solid red light), asked for model/serial/ISP, verified physical connections, tested modem directly, and narrowed issue to MAC binding — demonstrating logical diagnostic progression.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used available tools: remote guidance to web UI (192.168.1.1, myrouter.local) and MAC clone configuration. However, no remote session or log retrieval was attempted.
T3 Partially Met No misinformation conf 90%
Guidance mostly aligned with KB: reset procedure (20s is within 10-20s range in universal_factory_reset.md), 5-press pairing valid for MX2000 (universal_5press_models.md). However, implying admin password is on label is inaccurate; only WiFi credentials are on the label.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control, set expectations, and managed transitions to troubleshooting steps and follow-up. However, long silences, repetitive prompts, and disorganized instruction delivery reduced efficiency.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted some language (e.g., spelling out letters) and repeated instructions, but used inconsistent terminology (e.g., 'mother node', 'lances') and failed to confirm understanding during complex steps like MAC clone entry.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, documented required follow-up with ISP, and scheduled callback — demonstrating full ownership.
O2 Met Proactive follow-through conf 95%
Clear next steps established: contact Spectrum to de-register old router, and agent committed to callback at 10:00 AM Pacific — specific, realistic, and customer-agreed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — agent was still progressing through L1 troubleshooting with a clear follow-up plan.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized ('I do apologize that, at this point, it did not work') and acknowledged customer’s time constraints, showing basic empathy, though not deeply personalized.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to adjust by repeating steps and offering alternative access methods (iPad), but pacing remained slow and customer frustration was not fully mitigated.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by guiding customer to send screenshots and using prior inputs, but customer had to resend images and re-enter known data (e.g., model number), indicating some inefficiency.
Call Transcript155 turns · 166 lines
Speaker 1
[silence] Yes, hi Carla. I just purchased the Atlas 6 mesh product from you all and I'm trying.
00:00
Speaker 2
Welcome to Links, 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.Links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Links. This is Skylar, how may help you?
00:00
Speaker 1
I'm trying to set it up and I keep getting, I keep getting a, um, the recurring message, you know, it'll it'll say it takes a minute to set it up and then, uh, I mean, all the lights are red and, and I, and it it keeps coming back and telling me, you know, to check the wiring and then I've checked the wiring and then it comes back and tells me that it'll take a minute to get connected and I've done it about four or five times and I may be doing something wrong. So, okay. Okay. Yeah. Okay. The model number is, um, you know, I'm gonna have to take a picture of this because I can't read the the serial number.
01:00
Speaker 2
Okay. Okay. Uh-huh. Alright. So in that case, Sir, what we're going to do, um we're going to um like do the manual setup on this. Um so let me just create a record for this, Sir. Can I have the model exact model number and serial number of the device? You can check that at the bottom. Um let's use the one that's on the main node. Yeah, yeah, you can take a picture so that you
01:00
Speaker 1
[silence] Yeah, I can make it bigger, just a second. [silence] Okay. Just a moment. [silence] Okay, the model number is [silence] Mx 2000. [silence] Okay, just a minute. [silence]. The serial number is [silence] here I am. Uh [silence] Okay. Uh [silence]. It is 50 [silence] D as in dog, [silence] one zero, M as in man, [silence] two five, C as in cat, 19732.
02:00
Speaker 2
What's your internet provider? Okay. Okay. Okay. Okay. How about the serial number? Okay. Let me check if I got it correctly, five zero, D for David, and then one zero, N for Mary, two, five, C for Charlie, one nine seven three, two.
02:00
Speaker 1
That's correct. I purchased three and I also had some older ZALUP nodes that I was also going to set up at the same time. I haven't hadn't set those up either. Yeah, it's a three-pack and and I guess what one thing that confused me it it was a three-pack and it says this an Atlas 6. But when I was compared that to the older nodes I have they they seem identical. I don't see any difference at all on the bottom in terms of um, you know, they still say DELLUP, you know, DELLUP setup 729 or whatever it is. Um, and they seem to be all the same. I guess, is that normal? [silence]
03:00
Speaker 2
Yeah. Okay. How many nodes did you purchase, sir? Okay. And the node that you just purchased is it the um um like three uh pack. Um some of them probably they're just same with the model.
03:00
Speaker 1
Yes, I have a Spectrum spectrum router that is called a Wi-Fi-6 router but hold on it's a spectrum from spectrum California it I. 703 819 7770. Hayes, H-A-Y-E-S-N-C-C-A-R-T-Y-H-C-A-R-T-Y. and Y if you yes. [silence]
04:00
Speaker 2
uh no with the name of the Wi-Fi sir okay uh-huh uh this is also a um um hold on by the way what was the old router that you have? mm okay and can I have also your phone number sir? and how about your first name and last name actually last name is m c oh so it's Mc Carty
04:00
Speaker 1
uh, I have the same thing on my house as well.
05:00
Speaker 2
mhm mhm okay how about your email address okay at okay so again your email address is B for Brian and then your first name Hays and last name McCarthy at gmail.com right? Okay And then right now um the nodes that you have is three new nodes MX 2000 and by the way sir, why did you purchase this node? Okay [silence]
05:00
Speaker 1
I purchased it on. Yeah, I purchased it. Yes. Mm-hmm. Hmm. Okay. Okay. Yes, solid red. Yeah, the other two are also solid red. And then the other three, the old
06:00
Speaker 2
and when did you got it? okay. okay. so like um you got it last um and June 29? Okay. All right. sure um I will be sending you an email and then if it is okay if you could send us the purchase details or the proof of purchase when you got this device from Amazon for documentation. Okay? So that um right now the one of the nodes um is directly connected to Spectrum and the light on that is um red. And how about the other two? And
06:00
Speaker 1
[silence]
07:00
Speaker 2
Okay. And this, the modem is connected directly to the internet port of the main node, right? [silence] Okay. [silence] Before you replace the old router or the old mesh network, is the internet connection working fine? [silence] Okay. So try to, let's do a power cycle first on your.
07:00
Speaker 1
Okay. Okay. And turn it off. I'll be back. Okay. Okay. Okay, they'll better, only, they'll better for six of them. Okay, the model number. Okay, the model number is the same. It's MX2000. And let me, I'll give you a serial number.
08:00
Speaker 2
open node and the modem so just turn off the lances that's only the parent node sir the one that's connected to the um modem okay and then turn off also the um spectrum modem and then I will tell you when to charm and the devices okay and then um while waiting for that sir may have also the model number and your number of the old nodes you want to use that old nodes as well Okay. Okay. Can you have also the model number? Yes? Uh-huh.
08:00
Speaker 1
[silence] in a minute, let me um take a picture of it. Okay. Um the serial number is um 5 O D as in dog 1 O M as in man 2 5 C 1 1 2 3 5. Um [silence] Okay. Um [silence] [silence] Um you are on mute Paul. [silence]
09:00
Speaker 2
Okay. Okay. So, um, I think there are the old nodes that you have, sure, it's just same as with the new one. [silence] please turn on your modem first. yes.
09:00
Speaker 1
Yes. Okay. Okay. Mhm. [silence] Appreciate. I guess. I don't -- I mean, I'm not familiar with this modem. It does show the power light on. It doesn't -- I don't see anything else. It's gonna be a still load. I .... Okay, now I see the light, yes. It's the online light now. Yeah. And it's actually it's a pulse setting light. It's not a solid light. And now it's solid on the online light.
10:00
Speaker 2
Okay, modem, it's still booting up. Uh, okay. Yeah, let's just wait. Um, but earlier, when you turn off the device, um, before you turn off the device, uh, did you like observe what are the lights on the modem? Okay. Mhm, all right. Let's just wait. [silence]
11:00
Speaker 1
Yes, it is. Okay. Mm - hmm. Yes. Okay, right. Yeah, I'll do that right or - I'll work on that right now. [silence] [silence] yes, it is. And the lens's light is solid blue. How about what? It's uh the light on the main node is blue.
12:00
Speaker 2
The light on the router is it still solid red, how about the parent node? Uh, the main node, sir, what's the color of the light? Okay, let's just wait for another minute.
13:00
Speaker 1
Okay. I guess I don't quite know how to send you this. Um, Yes. Uh, so okay I can went to the screenshot. Yeah, I go ahead. Oh, I see it. Okay. Um, Well, I'm I'm doing this on my phone. I don't see a paperclip. Um, let's see.
14:00
Speaker 2
just making sure that that light, right? This to stay blue, Okay? uh... are you already have the screenshot right? Okay. okay, so all you have to do is open your mail and then open the email that you receive from lynics, and then just hit apply. Okay, once you tap on reply, um, uh, to attach the screenshot, just tap or hit on the paperclip. Oh, yeah.
14:00
Speaker 1
Can you walk me through that again? I mean I'm I'm sitting in my photos uh on my phone and I have the screenshot Well, maybe what I should do, I think the easiest way to do it would be to copy your address and just send it back. Yeah, let me... Okay, just a minute. Uh, yeah.
15:00
Speaker 2
[HUMAN_REVIEW] Okay, I'm now stirring. Let me just verify this. you're using an iPhone? Okay, let me just, uh, got you, um, all right. Again, open the email that you receive from links sykes. Okay. [silence] Yes. Okay. I'm now sir. Let me just verify this. Um, you're using an iPhone? Okay, let me just, uh, got you, um. All right. Again, open the email that you receive from links sykes. Okay.
15:00
Speaker 1
Okay. Oh, well, paperclip. I see it. Yeah, then it said photo library. Okay, I got it. I got it. Yeah, okay. I just sent it to you. No, it's still red. Yes, uh-huh. Oh, okay. Okay! [silence]
16:00
Speaker 2
okay. When you open, you click, tap on reply. Okay. And then when you click on reply on that reply button, on that reply page, is there a, um, a paperclip? Okay, that's good. Mhm. Alright. Okay. okay thank you. and right now the main node, the parent node, it stays in blue. the parent node is, it's still red. okay thank you
16:00
Speaker 1
Yes. I do. No, no, it's a desktop. Um, probably, um, it's 2 rings away. Is it like 30 feet? No, no. It's too far away.
18:00
Speaker 2
um... okay, it's still again, um the parent node is uh from blue to red, right? Okay, Sir, do you have a computer right now? Um, uh is that a laptop or a desktop? Okay, how far from it from the modem? Oh, okay. So, it's not possible to um wire the um laptop or desktop to the modem, right? Mhm. Okay. Okay, so Sir, let's do another reset. It's do a reset on your um modem right now. Okay.
18:00
Speaker 1
Mm-hmm. Okay, so... Okay. And and I leave the uh the router alone, it's still plugged in. Okay. Okay. Okay, I'm doing that. 20 seconds up. Okay. [silence]
19:00
Speaker 2
All right. Um, I know, not modem, sorry, not modem, but your router. So, on the parent node, sir, kindly press and hold the reset button for 20 seconds. The parent node. Um, yes, sir. Just keep it plugged in, just press and hold the reset button of the parent node. Yes. Please release. And then with the two nodes that you have, dim it.
19:00
Speaker 1
Yes. Okay. Okay. I think that's the first one. Okay. That's the second one.
20:00
Speaker 2
you new uh... mode okay i press and hold the reset button one at a time and both modes okay
20:00
Speaker 1
No, it's still red. The other two it that I read it out here, our are blue but they're pulsing blue. It could have had it upside down when I was hitting the reset button and by the time I turned it over it was still red. Yes. The other two are still pulsing blue
21:00
Speaker 2
[silence] Routers stabilized right now on the parent node. Is it still red or is it now purple? Oh probably it's yes. It's probably um still um booting up. How about on the parent node? It did not change to purple. Ah okay. Is it solid red? How about the other two right now? [silence]
21:00
Speaker 1
And now they turn now I turn one of them turn purple. Yeah, it's still blinking blue. It's still red. Solid red. Okay.
22:00
Speaker 2
Okay, how about the other one? It's still blinking. But the parent node, it's still, it stays solid. Solid red. So, let's do another reset again, sir, on that node. So, press and hold again the reset button on the parent node for, again, same thing, 20 seconds.
22:00
Speaker 1
okay and now it's blue. Okay. yes, solid purple.
23:00
Speaker 2
Alright, release the reason. Okay, let's just wait. That means it's the reset take effect. So, let's reset. Uh, let's wait. The other two nodes right now, they're all purple. Okay. Okay. So, I'll be the Eating. As mentioned, their restaurant often on the bottom. Oh, there is a Dut here on the complaint service. We have the system funded duplicates on it.
23:00
Speaker 1
Yes it is, right? No, it's blinking blue now. They're still purple. Mhm. Okay, now it's purple. Yes.
24:00
Speaker 2
Okay. [silence] The parent node, is it still blinking blue? Or is it now purple? Okay. [silence] How about the other two nodes? Let's wait for the parent node. [silence] Okay, so it's purple all three new nodes. [silence] So this time, sir, on the parent node, we'll do the reset. I will do the setup using our five press setup.
24:00
Speaker 1
Okay. Okay. Okay. Okay. It never it's offset purple.
25:00
Speaker 2
So, you have to, like, press the reset button five times within five seconds. So it's like Press, release, press, release five times in five seconds. Okay? That's on the Pearway node. Okay. Okay. Is it? Okay. Okay. Let's wait for that. So, By the way, the screenshot that you Sent, um that is the, um, the information on the delivery date for.
25:00
Speaker 1
Okay, just a moment. Let me find that. uh um Okay. Order details. um I think it's the same thing that. Yeah. Well, yes, order summary down here. It says uh, placed June 27th, and order number, subtotal of paid extra 80 bucks to get it shipped quickly so I could set it up before I leave.
26:00
Speaker 2
Can you send us uh again another screenshot on the the order uh details? [silence] Okay. Okay. [silence] Like it shows it uh the one that it shows that when did you order it with the name of the product. [silence] Okay. [silence] yeah.
26:00
Speaker 1
Okay. Okay. Mm-hmm. Okay. Okay. I did it. Okay. It's it's solid red. It's solid red now. And yeah, the other two are. The other two are blinking red. Yeah, we've got what's actually, you know, one of them is solid blue, but now it's going back to red. Solid red. Yeah, yeah, the other one.
27:00
Speaker 2
зана индивидуального Eh, no nos hace la procurement. Поначо Эверье не эл. Энименш хенри? that everybody's paying attention one of the two still blinking red shirt and the peridot still solid red.
28:00
Speaker 1
is the pool city red. Yes. Yes, it is. Pardon me? Yeah, I'll check the plug. It's, uh, it's loaded as I can page it. Yeah, I sit, very much. And, and it does say internet is online on the spectrum of modem. I'll be on the computer, okay? Start procedure.
29:00
Speaker 2
okay. But the parent node it's still um solid red. So the cable right now uh from the spectrum modem, it's connected to the um, internet port of the parent node, right? And it's properly plugged in. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
29:00
Speaker 1
Yes, they're all solid red. Yeah. And then turn off the modem or the router. Yeah, okay. And how long do I leave it unplugged? Okay. [silence]
30:00
Speaker 2
Okay. Okay, they're all solid red now. Okay, okay, it's still solid red. So let's do a power cycle again sir. Turn off again your parent node, okay? Just turn it off. And then turn off also the modem. Yes, let's wait for like 30 seconds to one minute. And while waiting sir, um..
30:00
Speaker 1
Well, I wasn't using the old node, so I don't know. They, they, she moved from one house to the next and we never set this up in, in the new house. So we never had it, so I, I mean, I don't know how it was working, you know, whether there was a problem or not. No, no. Yeah. Uh-huh. That that but that was going to say, I mean, if she didn't just move, it's been it's been a year and a half and and she's been using just a spectrum uh router that um doesn't really cover the whole house. I thought we got the Linx in.
31:00
Speaker 2
Since your old node is just the same with the software, why is it like it, was there any issue with the old node? Mm, So the old node, it wasn't set up on this house, right? So that means you just move to this house. Your daughter, Before you said, okay, go ahead. Um, before so. I wanted to ask to you. Uh, okay. So.
31:00
Speaker 1
well no it it it's connected to a router i mean there there there's an ethernet cable that i've unplugged because i've taken the router off the spectrum router is no longer operating because i took it off and and and plugged the internet cable into the into the Linksys uh mother node why don't you plug it back in now which one first hello are you there hello [silence]
32:00
Speaker 2
basically, um, your modem from spectrum is a gateway like it has a wireless capability as well.
32:00
Speaker 1
Okay. Okay. Okay. Mother no. Yeah. I got it.
33:00
Speaker 2
So you have mentioned that Spectrum also provided a wireless router, right?
34:00
Speaker 1
Okay. It looks like it's solid. The online light is solidly on. So should I plug in the mother node now? And it starts out blue. Mm-hmm.
35:00
Speaker 2
hm
35:00
Speaker 1
Yes, it looks like it's solid blue.
36:00
Speaker 2
00:12,370 --> 00:37,260
36:00
Speaker 1
Okay. Now I turn red again. Yeah. Mm-hmm. [silence]
37:00
Speaker 2
It will stays to solid blue. Sir, on your old router, the old Spectrum router, at the bottom on it, do you have, like, a Mac address? [silence]
37:00
Speaker 1
OK hold on. um out yes right mm hm. No, I'm confused. I mean, I'm not getting any. I'm got the got the Mac address if you need that. OK, I got a picture of it.
38:00
Speaker 2
Try to check if there's an information mac address. Okay, please, can you take down the mac address? That's on the old router, right? Ok. Can you take down of it and then after that, on your, on your phone, if you go to Wi-Fi, if you go to settings and then Wi-Fi, can you see there the network name? From your parent node or from the mother node, right? Yeah, we will be needing that later on, okay? So just take note of it.
38:00
Speaker 1
Okay, okay, okay, ok Ok. Set up, set up, Yes. Networks, I've got, yeah, val up, set up seven. Okay. Uh, Mm-hmm. Okay, just a moment.
39:00
Speaker 2
Uh-huh. Again, that's the Mac address of the old router, right? Okay. Mm-hmm. All right. So on your phone then, um, click on the, go to Settings, and then you go to Wi-Fi. When you go to Wi-Fi, kind of then go to, um, check if you can, um, see there the name from the parent node. It's like linksys right up. Mm-hmm. Uh-huh. Mm-hmm. Okay. Kind of click on, tap on that name, and then click on connect. And then, if it will ask for the password, you can check the password at the bottom of the other node. Okay.
39:00
Speaker 1
No, I'm going to take a picture of it because it's too small to read. Okay. Okay, so now I go back and put the password in. Hmm. Okay. [silence] [silence]
40:00
Speaker 2
cell shows connected okay let me know if it's connected Okay, good. On your phone, please open a browser like Safari.
41:00
Speaker 1
Okay. Okay. Well, hold on a minute I still yeah, hold on. I've got to find Safari first. Okay, I got it. All right. So in the, in the address bar type in what? 192.168.1. I'm sorry. I'm sorry. I did number two. I put now typed in two. So I gotta do it again. All right, two one.
42:00
Speaker 2
If you drop it, Chrome, it's fine if the Internet is not working. And then on the address bar, please type this number that is... okay. Okay. Yes, type the number: 192.168.1.1. 1. That's it, okay.
42:00
Speaker 1
six eight dot one dot one okay I've got it mm-hmm hello yeah um I didn't uh you well it's okay it says lynxus why am I getting a warning when I try to access my router settings in a browser
43:00
Speaker 2
[noise] Yes. Mm-hmm. After you type the numbers, you have to press enter and check if it is asking for the um, um what's on the screen right now on Safari. I'm not sure what you're saying. Yes. What's on the screen right now, sir? What's on the screen? Okay. Okay. Okay. That's okay, sir. That's a browser security. So just click [noise] your [noise] numbers in [noise] internet address bar
43:00
Speaker 1
Okay, continue. Discon this connection is not private. Yeah, yeah, and it says this connection is not private and I can either show details or I can go back. Okay. It it all it says is to learn more you can view this this certificate. If you understand risk involved you can visit this website. So I do that? Okay.
44:00
Speaker 2
are on continue to fancy and proceed. Again a munounce did you tap on continue to proceed? Click on Sue detail and then check if you have the option to fencey or proceed. yes [silence]
44:00
Speaker 1
They want me to download the Linksys app. OK. OK. Sign in. Well, it's just it's asking me to sign in. No, it says email address and password. Well, it says, don't have an account, click here. [silence]
45:00
Speaker 2
no need sir you don't need to download it um do you have the option fo or continue to Linksys Smart Wi-Fi or do you have the option for to um or tap on the two images of phone and then is it asking for um access router is it access for um I is it asking for using um email and password or just router access okay right below that option do you have the router access right below that
45:00
Speaker 1
it says, sign in. there's nothing, just a blue screen. I clicked on it though, and it, and it went away, so let's see what comes up after that. Now back to the phone. The two phones. No, I I'll go back to it in just a minute. Yep. I'm at the sign in screen. Well, it's all grayed out. I really can't read it, but I'm trying. um [silence]
46:00
Speaker 2
Uhm right below sign in. (hums) Okay. do you have there are assigned in again, right? Okay. um right below, um, sign in. don't have an account. and then right below don't have an account. you have the English. United States. do you have their uh um option for for local access, click here.
46:00
Speaker 1
In user agreements, terms of service, private statement and third-party use third-party something I can't really read it because it's gray out. No, I mean, not where not the screen I'm looking at. It only has has email password forgot your password. Don't have an account? Click here and then sign in. No, it says it says end user agreement.
47:00
Speaker 2
uh... yes Sir right above on that Sir um I think there's another option there for local access only and right below that there's an option for like the language English United States and then I
47:00
Speaker 1
[KEEP_UNCERTAIN] below that Turns of service privacy statement and third party can't read it. Third party something licenses maybe. Mm-hmm. no. no. What do you mean by that? uh make it smaller? well I don't know it's not there. I mean I I can send you a screenshot of it if you don't believe me but it's not there. [silence] [silence] [silence] [silence]
48:00
Speaker 2
Yes, thank clearance. And again, sir, there's no option for local access. Maybe you can zoom. You can you zoom the the page. [silence]
48:00
Speaker 1
Yeah. No. I mean, I've told you everything that's on that page, and that's it. Well, I have to go back to see the 2 phones, and I go back and. with the 2 phones, right?
49:00
Speaker 2
okay just for a
49:00
Speaker 1
[silence] Yes, right. [silence] Guess. [silence] Yeah, and don't have an account. No, it says don't have an account. [silence] Yeah, and then sign in. [silence] There's nothing below that. No. [silence]
50:00
Speaker 2
Right? Then again, you have email, password, remember me or forgot password and then sign in. Don't have an account. Then right below that there is no there's no option for. Okay. Now, you have one. Do you have just one? Do you want to go for more? What does a partner in the ride bring? What does a partner in the ride bring? What is the color of the light? What is the color of the light on the arm? The light is green. Can you see it? Yeah. How would they know it? What would the problem be? Like, what is the problem? The light above my head is red. Did you guys see the light above my head?
50:00
Speaker 1
No, it's, it's not a gray box, it's a white box, where you put your email address in and your password.
51:00
Speaker 2
are you asking for the search box, no, no, no. what is the search box then? which is the function one? on your, on the website, the official one. right now, sure, on the, the one with the black, gray box, right? Mm-hmm.
51:00
Speaker 1
No, no, no, none, none, nothing like that, no. Okay. Yep. Yep. I don't know how to do it now. I'll do it. [silence]
52:00
Speaker 2
uh...-[#]...[-]...and then again, um, there's an Right now the light is still solid red.
52:00
Speaker 1
Yep. Yeah, it's all three of them. The mother node and the other two are solid red.
54:00
Speaker 2
Correct. What is this about?
54:00
Speaker 1
[silence] [ silence ] Okay, let me make sure it went out. Um, you have. Well,
55:00
Speaker 2
any Advice Okay, so I'm still waiting. I haven't received it yet.
55:00
Speaker 1
Maybe it didn't go out. I'm looking at my sent thing and I only see, um, it's not in the draft. I'll I'll send it to you again. I don't know what happened. Okay. Um, I don't know why it's not going. I've sent it twice and it doesn't uh it says uh it no um maybe because I'm I've gotta maybe I gotta close out Wi-Fi so it'll go with the uh cellular. Okay. Um you got it?
56:00
Speaker 2
It's not going it's not going. You know, maybe say yes. Try it. Okay. Okay. I got it. Hold on. I yes let me create a reference. how do I transfer my cookies and uh? How do I how? So how would I access this website? But then and and I don't know. Just Google it and Mr. And with your internet provider? Okay. So you're using Safari, right? Um,
57:00
Speaker 1
OK. Ah. Well, I can probably find it, yes. Um, yeah, let me find it. OK, I'm in the Chrome. Now what? Pardon me? Yes. OK. OK. Uh. And it shows. They'll upset. Uh.
59:00
Speaker 2
Okay. How about this? Erase everything on the address bar. [silence] Or by the way, do you have another browser like Google Chrome on this phone? [silence] Try to check if there is. Okay. Connect to the Wi-Fi. [silence] Connect to the Wi-Fi first. You're disconnected from the Wi-Fi, right? So reconnect to the Wi-Fi.
59:00
Speaker 1
No internet connection. Okay, just a moment, okay. Okay, HTTPS, okay. Okay. Okay, I've got it. It says your connection is not private.
60:00
Speaker 2
Yeah, that's okay. And then, on Google Chrome again, on the address bar, sir, please type this: https://myrouter.local. That's all one word. That's M-Y-R-O-U-T-E-R dot L-O-C-A-L.
60:00
Speaker 1
That's a it says it, it says back to safety or advance. Okay. Your attempt to reach my local router, but the server presented a short certificate and the valid period is too long and to be trust further. Proceed to my router locally unsafe. Okay, allow Chrome to find devices on network. So allow, I have, okay, except it does show. It shows a map of the United States and it shows my address in Northern Virginia but it also shows my vellup setup in California, which is what I'm trying to do. [silence]
61:00
Speaker 2
click okay click on continue advanced click on advanced click on hey click on proceed what option do you have
61:00
Speaker 1
well just allow yeah it says don't allow or allow okay and now I'm back to the two phones thing uh it says download the link is to have to set up it's also the best way to manage your Wi-Fi okay and I've got the exact same page that I showed you before [silence]
62:00
Speaker 2
OK. Then what options do you have right now? Hmm? Or do you have the option to cancel it? I'll just click on don't allow. OK. On the two phones. Right now. Hmm. Is there an option to continue to smart Wi-Fi? Well, OK try to tap again on the two phones sir. Hmm? Yeah. You think yeah. [silence]
62:00
Speaker 1
Yes. [silence] No. I mean, I have an iPad. [silence] Just a minute. [silence] .
63:00
Speaker 2
It's um again asking to log in your um Linksys Smart Wi-Fi account like your email password. Um do you have a um a computer or laptop that we could try to use? We're not using the app right now. Okay can we try it on your iPad?
63:00
Speaker 1
Okay. What do I do? Jack. Hold on. Hey, Jack, we're not going to have the internet for a while. I'm fusting with it, okay? Thank you. Okay. I'm sorry. Say it again. Yes. Okay. They want a password. Just a moment. I'll get a find the picture.
64:00
Speaker 2
Thank you. All right. Same thing, sir, on the iPad. Connect your iPad to the... [silence] go to settings again and then Wi-Fi. [silence] And then connect to the network. [silence] Using the develop setup. [silence] Yeah. [silence] Same thing, even the password, the one that we used earlier. The one is at the bottom of the parent node. [silence]
64:00
Speaker 1
okay, the password, is okay. Okay, I can't get the password. I mean, I click on Velo, Velo set, set up 7. 29, I click on it and it takes me to no internet connection, forget this network, auto join, low data mode. Okay, I never did put the password in there. Yeah, I mean, I, I didn't put the password in the Wi-Fi because I couldn't find anywhere to put it. Well, it says no internet connection, but it does have a checkmark by it.
65:00
Speaker 2
That's okay, sir. And then after that, open a browser like Google Chrome. All right. Click on the Wi-Fi. Okay. Okay? When you click on it, it shows you connected, right? Yes, but you use the
66:00
Speaker 1
729. Yes. OK. You want me to use Chrome, right? OK. Yes. Mhm. OK, just a minute. I've got a new tab, new incognito mode. [silence]
67:00
Speaker 2
That name is the link is Valle that's the one from the parent node, correct? So in your computer, on your iPad, okay, just open a browser again. uh, is that, um, yes. And then before we type anything on the address bar on Chrome right now on the upper right hand side corner, you have the three dots, right? Okay. Can I tap on it, sir? And then it will give you different options. Look for an option, um, desktop mode or desktop site.
67:00
Speaker 1
[KEEP_UNCERTAIN] New window, delete browsing data, search screens with Google Lens, reporting issue, help or share, Chrome. And then at the top, I've got, going the other way, bookmarks history, what's new passwords, manager downloads, recent tabs or settings. Nope. Yep, I just told you everything that I see on the three dots and there's nothing with the word desktop in it.
68:00
Speaker 2
um there's no option for the um desktop mode or desktop site when you tap the three dots okay all right so on the address bar now kindly um type the numbers again the same numbers 192.168.1.1
68:00
Speaker 1
Okay. Can I get that same warning business about links? Okay. Your connection is not private. I'm Cooking advanced. Okay. Now I've got the two phones again. Oh, yeah. It said, let's get you running. download the Lynksys app for setup, it's also the best way to manage your I fi and then the Wi-Fi and then the two phones.
69:00
Speaker 2
Okay, click on continue or advanced. Click on proceed.
69:00
Speaker 1
Yes it is. Access router. No, this is a different page from what we had before. Okay, just a moment. Wait. Okay.
70:00
Speaker 2
And then is it asking for router access? It's okay. It's not asking for username and password, right? Okay. Okay. Use, um, how about try to use the same Wi-Fi password? The one that's at the bottom of the per-node. Okay.
70:00
Speaker 1
Give me incorrect password, try again, let me try this. Let me make. Let me make sure that I photographed the right one, but I'm sure I did. Right, right.
71:00
Speaker 2
[silence] [music] [music] [music]
71:00
Speaker 1
Yep, that's the right one I'll, uh, type it in again. Kay seems gonna tell me it's incorrect password. Okay. Okay?
72:00
Speaker 2
Okay. Okay, again let me verify the cable connection here. So you have a cable connected from your sector going to your internet port in the back of your mixer. Is that correct? Yeah. Okay. And you have three devices that are highly connected to the internet right now. And that is your computer, your printer and your adapter. Okay. How about let's try the sir use, admin, A.D.youtube.com.
72:00
Speaker 1
You want me to type admin in the, uh, the password box. [silence] Okay. [silence] We've updated our password requirements to be more secure. Please create a new one. [silence] Okay. [silence] You mean what password at the bottom? You mean on my... the one on my parent node? [silence] Okay. Well, it says password is... Oh, I'm sorry. Admin password. Okay, here we go. H W N 0 B B G F 0 C N F 8 3 T T R A. [silence]
73:00
Speaker 2
can we like click on the password on the on the yes yes okay okay please create a password sir um you can use the password that's at the bottom try that if we write yes try to um if that will work if not then you must create a new password all right can we click on in hair what is and what is the ip for the details okay can we show me the here and the can we click on the hair can we click on my dear
73:00
Speaker 1
Reset.
74:00
Speaker 2
Okay, what is the IP address for IP Edra? Did that accept? Okay. Okay, so please create and how about just create a new password? Okay, this is a router password, yes. At least one special character, then combination of numbers and letters or at least one capital letter. Now, please check your email inbox. Okay, for online conference communication and tracking. Okay, then you can open your browser. Okay, so we can add the service value testing. So, on the address bar, type in
74:00
Speaker 1
Okay, so now I'm into a new set up here. What do I do with the? Yes, I am. Well, I'll see uh, are you taking about-- there, there, there are seven boxes. Networks,
75:00
Speaker 2
http:// ttp://myrouter.loca? Ttp://myRouter.local? Mhm. You're now under Linxis smart wifi page. Okay, good. Kindly then scroll down sir. At the very bottom you can see there an option ca. Like you can see the end user license agreement. On the far right click on ca. Okay. Do you happen to change the router password when you tried to set it up earlier? Silence Yeah. Silence
75:00
Speaker 1
Status, okay, the bottom is priority, the bottom says priority, okay, yes, okay, we'm saying, okay, I got it, yeah, okay, okay, okay, yes, yes, okay. [silence]
76:00
Speaker 2
Scroll down, sir, at the bottom of that. Scroll down. There's another option there. It's not on the box. It's like more on writings, like end user license agreement, privacy statement. Look for C. You have that option, CA. Click on C, and then after you click on C, it will refresh the page. On the left side, look for connectivity. And then when you click on connectivity, you have the internet settings. And then you have there on the right, you have the MAC address clone. Okay. On the MAC address, click on enable.
76:00
Speaker 1
okay okay
77:00
Speaker 2
Then type the numbers, they're on the one the Mac address of your spectrum mode, um spectrum router. mhm mhm, okay. Or maybe you're referring to the wise.
77:00
Speaker 1
Okay, let's try it. 08. So, okay. Do I do I hit the clone my PC Mac before II, Well, I can't I can't type any letters in the block. It won't let me. I did. It's it it says enabled. It says enabled right right. It says Mac address clone, and I've checked the box that says enabled. [silence]
78:00
Speaker 2
No, no, sorry. No need to, um, Did you click first an enable box on the top? Uh, Oh, Did you click first an enable? Uh, Oh, Did you click first an enable box on the top? Uh, Oh, And then you have to tap each box, uh,
78:00
Speaker 1
Mm-hmm. I know that, but I it's not Hold on. Let me try it again. No, I it's not it doesn't recognize the keyboard at all. I'll unenable it and try to enable it again. I click the box. There's a blue box around it. I click 08, which were the first two letters, and nothing happens. Yes. There is a blinking cursor. Well, I'm using a um I'm not using a okay [silence]
79:00
Speaker 2
sorter so that you can type the numbers or letters and the keyboard will pop up Had you type the first box sir was there like a blinking cursor on the box
79:00
Speaker 1
Okay, I'll try this. Okay, I'll try this. [silence] Yeah, it did open the on-screen keyboard. away
80:00
Speaker 2
yeah, the on-screen keyboard, it will open. Once you need to type something, it will open the uh on-screen keyboard, right? yeah [silence] even on the next box, you cannot type in there.
80:00
Speaker 1
Three, three. You go like I have to type, um. Capital letters. Is there capitals I guess. Ok. Ok. E. D. Ok. E. C.
81:00
Speaker 2
Uh we have three bands available. You can change the Wi Wi name on the TV. You can just put in your name and then for 2.4 introductory yes, sir, yes, it be exactly the same on the.
81:00
Speaker 1
Okay, I'm getting there. It's not okay. You say 89 Yes. Okay. Uh, clone my and then I click under clone my PC max. No. Okay. It says a point. Yeah, it says.
82:00
Speaker 2
Mm-hmm. No, no, no, no, no, no sir. No need to click on that. Just click on apply. And when you click on apply, just click on OK.
82:00
Speaker 1
There's applying changes. Yeah. Okay. Yeah. and it says, waiting. Okay. Yeah. One of the cell connectivity. Okay. No, I'm just did. Okay. Okay. Okay. Oh, okay. Okay. Okay. Okay. [silence] one dot one dot seven dot two one zero four six nine is it says connecting connection type connecting internet address there's nothing It's just the no it says internet connection type is connecting
83:00
Speaker 2
[silence] Okay, kindly scroll down a bit. And then you have the internet connection IP before. And then what is the . . ? Internet address. So what is the internet connection type right now? Yes, it shows automatic. Can you click on OK, sir? And then go back to connectivi[silence] [silence]
84:00
Speaker 1
OK. is automatic configuration DHCP? is automatic? Automatic configuration, DHCP. Um, is nothing there. Where's refresh? Oh, I see it. Okay, I got it. Okay. It says still Internet address is still blank. Well, you know what? I think I'm going to bail. I've got dinner plans tonight, and I'll I'll try tomorrow to try to get it going. But thank you.
85:00
Speaker 2
Is it shows automatic, sir? And how about Internet address? Can you click on refresh, sir? On the upper right, there's refresh. It's blank, okay. Can we, like, turn off your router again, sir? Okay. Okay. Okay, because there's a possibility right now, sir, that your spectrum modem, it's only recognizing the spectrum router.
86:00
Speaker 1
in the yeah yeah yeah yeah guys yeah yeah
87:00
Speaker 2
Okay. Hm Hmm. They might, uh, also, um, like the the reason why that's why it it did not recognize the router because the motor only recognizes the spectrum router. So so because you already set it up and then right now, uh, we do the reset and then set it up again using a different way and setting up the router or the main node. It's the same. It did not set up because maybe that the modem is not recognizing the new Linz is right. Okay. So, um, is tomorrow sir, um, is it possible if we could also try to contact, um, spectrum to let them know that you will be, uh, using a different router, you're no longer using the router so that you probably need to and then I will do a follow up on this one tomorrow sir. Um, we
87:00
Speaker 1
Yes. Yes. Yeah. Yeah, I'll do that. Correct. Okay, perfect, that's perfect. Thank you.
88:00
Speaker 2
You're in Pacific time, right? Um, right now, or is it around four in the afternoon? Okay. So, tomorrow, sir, can I call you back around 10:00 in the morning your time? Okay. So, let me do a follow up tomorrow 10:00 in the morning your time. So, were you able to call Spectrum at that time? Okay. So, again, the phone number that I can contact you is a '7038197777. Okay. So, I'll, um, call you back on that number to do a follow up tomorrow. Your time, 10:00, okay? Okay. Your welcome, sir. Thank you so much for strately cooperating with the troubleshooting, sir. I do apologize that, at this point, it did not work, that we need
88:00
Speaker 1
Okay. [silence] All right. Thank you. Bye.
89:00