V2 Rubric Detail — 92d8ce2c-7bcb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 19:22
Duration
102m 26s
Contact
Randy Fedell
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136592
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall28.7% (-7.3)

V2 Grader Summary

The agent attempted troubleshooting but provided materially inaccurate technical guidance (wrong URL, invalid password, incorrect 5-press method) and failed to escalate a likely hardware fault. While some call control and adaptation were shown, the interaction lacked resolution, clear next steps, and empathy, resulting in an unresolved outcome. Auto-zero is not justified as no critical compliance failure (abandonment, discourtesy, fraud) occurred.

V1 Case Analysis

Customer reports MX2000 Velop mesh nodes all red, no internet. Agent performed power-cycle, factory reset, and 5-press, but gave incorrect instructions and issue remains unresolved.

Troubleshooting Steps
  • Collected model, serial, and contact information.
  • Power-cycled modem and router.
  • Attempted to access router UI via local address.
  • Guided a factory reset (25-second hold).
  • Advised a 5-press escalation on the parent node.
  • Attempted to verify WAN port status in UI.
Key Observations
  • Agent provided incorrect router access URL (http://myrouter.com) instead of http://myrouter.local or 192.168.1.1.
  • Agent confused router admin password setup with cloud account login, instructing customer to create a new password during initial access.
  • Agent did not verify modem internet delivery via wired test before proceeding with router troubleshooting.
  • Instructions mixed factory reset with 5-press escalation, which are distinct procedures.
  • Call ended without confirming resolution or providing a clear next step or escalation path.
  • Agent incorrectly stated that after factory reset, the LED should turn solid purple (transcript [73:00]); MX2000 should show solid blue after reset, not purple.
Positive Highlights
  • Collected essential device information (model, serial, email).
  • Guided the customer through a power-cycle of the modem and router.
  • Attempted to walk the customer through accessing the local router UI.
  • Recognized the need to reset the parent node to factory defaults after failed connectivity.
  • Attempted to use the 5-press method for diagnostic escalation on a supported model (MX2000).
Agent Errors / Gaps
  • Provided wrong router access URL (myrouter.com) at transcript [89:00].
  • Confused router admin login with cloud account login, instructing customer to create a new password during setup at [90:00–91:00].
  • Failed to verify modem connectivity with a wired test before troubleshooting router.
  • Mixed up factory reset (25-second hold) with the 5-press diagnostic method, causing procedural confusion.
  • Did not summarize next steps or confirm whether the issue was resolved before ending the call.
  • Incorrectly stated that after factory reset, the LED should turn solid purple (transcript [73:00]); MX2000 should show solid blue after reset, not purple.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Issue remained unresolved - router still showed blinking red LEDs and no internet connectivity; no RMA, escalation, or confirmed workaround provided.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycles and reset attempts but skipped critical WAN verification and firmware checks, relying too heavily on unverified customer feedback.
R3 Partially Met Correct resolution path conf 85%
Agent continued troubleshooting but failed to determine warranty status, offer an RMA, or provide a clear OOW best-effort path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified red LED and no-internet symptoms and asked for model/serial, but omitted key diagnostic questions (modem test, WAN cable integrity).
T2 Not Met Appropriate tools / resources used conf 95%
No appropriate tools used - agent relied solely on customer verbal feedback without remote session, log capture, or WAN testing; missed required verification steps.
T3 Not Met No misinformation conf 97%
Materially incorrect guidance: instructed to use 'myrouter.com' (invalid), provided random password '779863349', and misapplied 5-press pairing to MX2000.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow but lacked clear framing, had unexplained silences, and lost control during browser access attempts.
C2 Partially Met Confirmed understanding conf 87%
Used technical terms without consistent comprehension checks but adapted instructions when customer struggled (e.g., guiding to find 'CA' at bottom).
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on call and attempted multiple fixes without transferring, but failed to own outcome by not establishing a resolution path or follow-up plan.
O2 Not Met Proactive follow-through conf 94%
No clear next steps, timeline, or follow-up commitment provided; agent kept introducing new actions without defining success criteria.
O3 Not Applicable Closure confirmation conf 100%
Appears to be first contact with no prior case history referenced.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Router failed to detect WAN after resets indicating likely hardware fault, yet agent never escalated despite meeting valid trigger (no local interface/internet).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and persistent but did not acknowledge customer's frustration or repeated efforts with empathy statements.
X2 Partially Met Tone & rapport conf 86%
Maintained technical tone but adjusted instructions when customer failed (e.g., visual cue guidance), showing some adaptation to customer's comprehension level.
X3 Not Met Overall experience conf 93%
Customer repeated model/serial, passwords, and network names multiple times; agent required manual steps that could have been streamlined.
Call Transcript105 turns · 117 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
[silence] Bitch, you're going to be grumpy or an ever photo. [silence] Photo stop it. [silence] Yes, hi, I was calling um I'm having some trouble with my my internet. And um I was just calling to see maybe you can help me troubleshoot my situation. Right. And I called the I called my provider and they checked everything and they and it looks like my uh my
06:00
Speaker 2
Thank you for calling Linksys. This is FPI. How can I help you? Okay, so you don't have internet connection right now, sir?
37:00
Speaker 1
Modem is is you know all the lights are in sequence but my I have a the the lengthsee extenders um and so they're not when I first plug them in there they turn blue and then they just kind of the color kind of fades out a little bit and then after a couple minutes they it turns to red again so I'm not sure where my where my problem is but [silence] No I had this problem a couple years ago and I ended up buying some um I think the the original one I have is the links eats V V E L O P and then I upgraded to the Atlas 6 but I'm still running a couple of my Oh I have about five extenders right now. I don't know if that's what you call them or not. pardon me. okay. all right, let me get that for you real quick, okay. then I tried taking one of my other ones, one of the other newer ones and I switched it out with the one that plugs it directly with the modem and I'm still getting the same the same issue. yeah, yeah. they're all red right now.
38:00
Speaker 2
Yes that's okay. Can I have the model number and the serial number of your links this device? Just try to look underneath it. Just look at the main one, the one which is plugged in to your modem. So all of your nodes, because you mention you have five of them. So all of it are red right now. They're all red. The LED indicator on top. Okay, yeah, it's still
39:00
Speaker 1
Yeah, so the name is It looks like it's called The name is You want the serial number? 5-0-D-1-0-M-2-9-C-3-1-8-6-1. [silence] Yes, that's correct. [silence] Geraldine. [silence] PC. [silence]
40:00
Speaker 2
definitely not getting a signal from your uh modem so yes can you have the model number and the serial number yes sir okay it's five zero D like David one zero M as in Mary two nine C for Charlie three one eight six one is that correct okay so let me just uh check this serial number and what is the model number
40:00
Speaker 1
[KEEP_UNCERTAIN] MX2000. I think I have three of those and then two of the two of the other models. I can't really remember. But it seems like the first one went out. When I first had this problem, I called the support line again, and I think I bought them directly, actually think I bought them directly from that call that I was on. Would you not have any history of that or? [silence]
41:00
Speaker 2
It should be on top. So, you have five. 00:00:06:11 of these. MX 2000. okay. All right. And how long. How long have you been using this device? Like is it about a year? Just an estimate.
41:00
Speaker 1
It's either going to be Randy dot Fidel at Outlook.com. No, it's going to be F, E, D, E, L, L, like Foxtrot, Echo, Delta, Echo, Lima, Lima. Try Randy. Randy. dot Fidel at I, at Rico, R-I-C-O-H hyphen USA dot Com
42:00
Speaker 2
So that's Randy, R-A-N-D-Y dot Fidel, F-I-D-E-L Outlook Outlook.com. Okay, email address. Yeah, it says, no record.
42:00
Speaker 1
OK. It doesn't seem like there's it it doesn't seem like it, it seemed like it's maybe like a couple years ago that I had to switch them out, but. Yeah, seems like about maybe two years, I'm not. Yeah, those. Randy Fidel, F E D E L L.
43:00
Speaker 2
Okay, let me try this. Yeah, it's still saying no record. Maybe it was a, it was a long time. That's why I can't find it here. Uh, let me just create a record instead. Sir, can I have your? Yeah. So, but this MX 2000, do you have it like a year or two or any? Two years. Okay. So let me just create a record. Sir, can I have your name? What is your ongoing name? and call AV on. Let me give this a moment. The application is being processed. Check your email to determine the program status.
43:00
Speaker 1
Uh, my internet provider is... shoot, um... I'm never came to know remember like this. Hang on, I'll tell you what it is here. It's Optimum. OPTIOM. Um, yeah.
44:00
Speaker 2
Okay, and yeah, okay. And who is your internet provider? [silence] Optimum? Okay. All right. So, sir, even the main one is showing
44:00
Speaker 1
Yes. Yes. I have it to the inner Internet port. Yep. Yes. They said that I'm not getting, they're not getting anything back from the, from the modem, but my mo, I did uh all the troubleshooting on the modem and everything, I mean I'm getting all the. [silence]
45:00
Speaker 2
lightning in that red right now, the one which is connected to your modem. Okay, let me verify your connection. Did you have the modem connected to the internet port of the main Linus? node. Okay. And prior calling us, did you check your connection with Optimum and verify if you have active internet connection with them? Okay.
45:00
Speaker 1
The sequence of the lights and everything shows that it's working properly. No, I have a laptop and it doesn't have a internet. It doesn't have a port. Right. I guess most of the new computers aren't doing that now for some reason, but There what? [silence]
46:00
Speaker 2
But have you tried connecting your computer straight to the modem? Do they try that? Like without the Linksys? It doesn't have an ethernet port. Okay, all right. Okay. Can we bring all your nodes in one place? For Randy because uh yeah right now all of it are not working so we'll just have to set it up uh together. Okay, So it would be easier and [silence]
46:00
Speaker 1
[ silence] And what is this going to do? What are we trying to do here? Those are the mice. And they're scurrying all over the place. [Silence] Yeah. But if the first one doesn't work, how or if the first one doesn't work, how are any of the rest of them going to work?
47:00
Speaker 2
Can we bring all your nodes, gather all your notes together in one place? So make sure that the nodes are close to the main one. Okay, five to six feet away. And... Well, we can plug in the first three if you don't have enough uh power outlet there. We're trying to fix your nodes, actually. We're trying to pair them back. 'Cause since right now, you lost... Yeah, I understand. That's why we need to work on the first one first. So, once the parent note is working, then we will uh pair the child nodes back.
47:00
Speaker 1
I know, but going to get the other ones, how's that going to get the main one, the parent one working? Okay. Well, let's work, can we work on that one? because it's a, I got my, I mean, they cover a pretty big area and I, it's gonna take, it'll take me a little while to go get them all. But if we can get the first one working, then that would be, then we could at least eliminate, see what the rest of them do. Oh, Hmm. I didn't reset anything. I just unplugged it, plugged it back in. I switched it out with another one. And that's as far as I've gotten. [silence] uh i didn't reset anything i just unplugged it plugged it back in i switched it out with another one and
48:00
Speaker 2
We will work on the parent one, first, sir. And then, uh, yep. Oh, okay, I see. All right, that's alright, sir Andy. Did you do a reset on this, uh, what have you done so far with the, uh, with this, uh, main node? Did you reset it to factory default? Okay. So right now you have the modem connected to the internet?
48:00
Speaker 1
Right. Yeah, yeah. I'm going to be able to connect to it wirelessly even if I don't have an even if I don't have an Internet connection. Okay. Let me go get my computer and I'll be right back, okay?
49:00
Speaker 2
you know then it's connected to the internet port. All right. Since the parent node right now, sir, is red, okay, we need to do a power cycle, okay? And can we bring your laptop in that place? 'Cause we need to access your router settings manually. Yes. We'll connect the laptop wirelessly. We will access the router settings, internet, yes you should still be able to access it sir. Okay.
49:00
Speaker 1
Is there any way to be sure that it's not the modem, even though it appears to be working correctly?
50:00
Speaker 2
Well, yeah. This is why, sir, we really need to make sure, I mean, we really need to connect the
50:00
Speaker 1
OK, yeah, I don't have I don't have the laptop quite yet, okay? I got it. I got it. Just give me a couple more minutes, okay?
51:00
Speaker 2
Uhmm, try connecting the computer, uhmm, directly to the modem, it's the only way for us to check or verify, whether you have active internet connection, we always advise our customers to do that before we umm, continue with the link sys, cause the uhhh, routers, especially links is routers, relies on your modem connection, so if we don't have this active internet connection with the modem, then the router will have no connection to. Okay, so you have the laptop now. So Randy, can we perform a power? Okay. Yes. So, um, yeah, while waiting for that, so Randy, can we turn off your note?
51:00
Speaker 1
[silence] Yeah, give me one more. Give me a second here, okay.
52:00
Speaker 2
the main one and turn off your modem as well. The one from optimum, okay? We'll uh, we'll just have to do a power cycle, okay.
52:00
Speaker 1
Well, I can't get... get logged into my computer. That's what I'm struggling with I don't know if we're going to be if we got to get into it. I can't do it from a regular computer, can I? I have like this I don't have another computer, but it's not I mean, it's just a regular desktop. Okay, but I'm going to have to move. I won't be able to I can't move the computer to where the my modem is though.
55:00
Speaker 2
What do you mean? the Uh, here. [ Silence ] That's okay. Uh, any computer will do, sir Randy. That's fine.
56:00
Speaker 1
I can't log into my laptop now. I don't know. I can't. I don't know why. My password's not working for some reason, so. I don't have an iPad now. Me let me let me try one more thing okay and see if this works. No I can't I can't get logged in so I don't know what I don't know what to do here. Got it. I I have another computer, but I can't, it's a workstation in it. I can't move it to where the, where my modem is. Can I, can I get to it via, I mean, can I access it wirelessly from the, from my desktop computer? Or do I have to plug it directly into my? Um, It's about, about 15 feet. [silence] Okay.
57:00
Speaker 2
Okay, we're able to use another compu instead Oh. Yes, but how far is your act on? How far is that from your main node? Okay. Yes, before we'll go on to your desktop, Sir Randy, can we turn off first your main other mode Top? Okay. We'll leave it off for a minute. So we'll just do a power cycle.
59:00
Speaker 1
okay. error, error, error. error. and AIRIS serves It's the surfboard. It's a surfboard. It's the D-0-C-S-1-S or C-fa. No CS1S. Actually the model is the model is a S-B-6183.
60:00
Speaker 2
Okay. What is the brand of your modem? Does it say anything on the box? Is it a surfboard? What's the model number? Do you see any model number? Yes. Air surfboard Doxus and yep. Okay.
60:00
Speaker 1
And you said you were seeing a the Easter's what? SB 6183. Let me know when you'll. Okay. Okay. So plug in the the modem first.
61:00
Speaker 2
Yeah, it's okay. You just need to check this mode out. Yeah, we'll leave it off for just uh, yeah, I'll let you know when to plug it in. Okay, let's turn on your Air modem first and then wait for the lights to stabilize before you plug in the parent node, okay? The link says parent node. So make sure you
61:00
Speaker 1
okay okay okay okay they're all they're they're they're flashing right now
62:00
Speaker 2
to make sure you have all the lights lit up on your modem, so the power, especially the globe light, that's the internet, so make sure that is that is lit up and it should be green, yes, it should be solid.
62:00
Speaker 1
Okay, so the top one is green, the two middle ones are blue, and the bottom is green. Yeah, they're all solid. Yeah. Okay. Okay, when I first plug it in, it's a bright blue. Yeah, it's solid right now. It's a bright solid blue. Now it's kind, now it's kind of flashing and it's kind of, the blue's not, it's kind of fading between a washed out blue and a bright blue. It's not like flashing, but it's kind of fading in and out. And that's what it's been doing. Then after a few minutes, it turns red. We'll see what happens.
63:00
Speaker 2
Is it solid? They're all solid. Okay, can we go to your, uh, to the main node, to the link disc and power it on? Yeah, we'll wait for it to turn solid. Okay, that'll change. So
63:00
Speaker 1
You're still thinking about it. Alright, yeah. Right. Yeah. Yeah, it's red now. It's kind of a, it's not really solid. It's flat. It's kind of fading in and out. It's not, I mean, it's not solid.
64:00
Speaker 2
It takes time actually, Sir Randy. Yeah, sometimes, yeah. Sometimes it'll take two to three minutes before the light stabilizes. It's solid red. Okay, we'll wait for it to turn solid red.
64:00
Speaker 1
My phone? Yeah. Yes. Yeah. Okay. Well, well, let's see. I saw it earlier, but now it's I'm not seeing it right now. No. Let's see if I can. No, I'm not seeing it anymore. Now. No. Not it was.
66:00
Speaker 2
Hey Sandy, does it have Wi-fi? Yes. Okay, if you go to settings and then you go to Wi-fi, um, are you still able to see your network name, the one that you set up? [silence] You're not seeing your own network? [silence] Are you able to see well up set up?
66:00
Speaker 1
see that even o... Oh. the settings. okay? 575.
67:00
Speaker 2
Can you please take a picture of the settings underneath this parent node sir? Yes. The settings underneath it. You would be able to see a sticker at the bottom so just take a picture of it. Okay. So what's the name that's uh showed up on the uh on the parent node? What's the the default name there? It's Veloft setup. Is it Veloft setup 5?
67:00
Speaker 1
Yeah, Yeah, I just turned it I turned it off and back on. I can go into other and see if I can search for it. But do I need to put, huh? Okay. The only thing I can see is my my my printer and that's the only thing I can see. 575.
68:00
Speaker 2
and your not seeing that on your phone even if you turn off the Wi-Fi and turn it back on [silence] no need to no need to no need to sir it's okay so again that's develop setup [silence] okay uh so the the one that's showing on the parent node is develop setup is it 572 oh 575 okay uh all right so sir Randy since we're unable to uh you know we're going to be just going to be going to be going to be going to be going to be going to be going to be just unable to detect your uh original network [silence]
68:00
Speaker 1
No. I think it's just I think it's just rainy. I'm not not 100% sure, but let me check. Let me go check my other computer and see if it has it, if it has a if I can see it from my other computer. Okay.
69:00
Speaker 2
the one that you've set up and we're not even seeing the default name there okay you're not seeing your network anymore right okay so we'll just have to reset this uh to factory default can you still recall your network name as well as the wi-fi password do you have a copy of that okay
69:00
Speaker 1
Yeah, it's not showing up here either. Down. It looks like it, it looks like, it looks like it, it looks like it's just Randy is what it is. It's not showing in Wi-Fi, but I went into some manage no networks, like additional settings, and it shows just settings that I've actually used before, and that's where I'm seeing.
70:00
Speaker 2
[silence] Not showing up. Okay. All right. Yeah, so there's the problem with apparent now. Are you able to see that on your desktop or it's not showing? Okay. Yeah, because that was the uh the networks you were connected
70:00
Speaker 1
Okay. Yeah and I've already I've already tried that I already tried that once too already. I used one of my other nodes for the parent node and I got the same red blinking red so. Okay. So you only said the you you only said this. [silence]
71:00
Speaker 2
Okay so Randy um what we're gonna do is we're gonna reset this parent node to factory default. Okay hopefully um it will broadcast the default um name so we can uh configure this okay and if it's yeah if in case um it's really not showing up showing up the name then we may try swapping the node okay we will make one of your child node is the parent node. So now let's uh do a reset on the parent node. Um(. But you need to uh configure that child node. You need to reset it to factory defaults and re configure it, make it as uh, yeah configure it as a parent binary.
71:00
Speaker 1
and I just turn it to off on the bottom, okay? 25, okay. It's still blinking red. Okay, that's 25 seconds. It becamebright red and it was
72:00
Speaker 2
No, no, no. No, just press and hold the reset button at the bottom for 25 seconds. Yes, sir. Check if there's any changes on the light. When you press the reset button, so did the light change like did it turned off and the do you did you see the blue light lit up or it just remained blinking right now?
72:00
Speaker 1
Blinking, it's blinking now instead of that fading, and now, actually, it's, it I just, I'm trying it again, and now nothing, there's no light or anything now, but I'm still holding the reset button in. Okay, now it's blue. Now, it's blue. Should I let go of it? Okay. I have a blue light now. Okay. Okay, it's kind of going back into that fading, fading blue. It was kind of a bluish purple, but.
73:00
Speaker 2
Okay. Okay, you may let go. Yes. Yeah, it takes time. It will change, so we'll just wait for it to turn solid. It should turn solid purple after it resets, okay? [silence]
73:00
Speaker 1
I mean, is this a new or how old is this model? [silence] Because it, yeah, it doesn't seem like it was that long ago that I replaced it, but I mean a couple of years maybe. [silence] But I am almost, okay, now it is purple right now. It's solid purple. Yeah. [silence] I love. Yes, I see it. I'm pretty sure it was Randy. I'm pretty sure it was Randy. OK.
74:00
Speaker 2
All right, and can you check your phone if it shows up Vellup setup 575? Okay. All right. So you're sure the the network name is Randy. Yeah. Because we can right now set up the the parent node with the same old settings that you had before. So hopefully the the child notes would be able to automatically just um communicate with your parent node. Okay? So, all right. So we will do a five press first on your parent node. Okay? So we can set this up. We'll do a quick setup for this. So to do to perform the five press first kindly press the reset button at the bottom [ silence].
75:00
Speaker 1
okay ok it's blinking now it's it's it's the blue the purple is kind of fading in and now well it tried to go blue and then it went back out of fading Fading in and out in purple. Okay. Did it again where it tried to turn blue and OK now it's it's it's red it's a blinking red now. I'm feeling blinking blinking red. Okay. It's underneath the modem. Okay.
76:00
Speaker 2
Uh, okay. Yes, so while waiting, sir, can we go to your phone and go to Wi-Fi? Select the name Vellop setup 575. Just connect to it. It will ask for the password. It's underneath your router. I believe you've ugh, you've took a picture of it. No, it's underneath the Linksys. Just look for the password. It's right there.
79:00
Speaker 1
Okay. Incorrect password. Okay. Yeah, I know. I, yeah, I, I got it. Yeah, I don't know why it was okay. EKB gw11 FxzFxz. Okay, I'm connected to it now. Yep. It's still it's still blinking red and it says there's no internet connection. Yep.
80:00
Speaker 2
It's case sensitive, so make sure that you put it correctly. You're connected to it. Okay. Can you check, check the parent node light is it's still blinking. Okay. Can we open up a browser on your phone? Do you have Google Chrome installed? Okay. Can we can we use Google Chrome.
81:00
Speaker 1
Yeah, yeah, I have three dots, but they're down at the bottom, yeah, request desktop site, yeah, it's grayed out. It won't let me choose it. [silence] and yeah, that's always cool. Yeah.
82:00
Speaker 2
Chromester and then do you see the three dots on top it should be on the top right okay yes can we select that can we tap on it okay and do you see that option view desktop mode or desktop site yes request desktop site it won't let you
82:00
Speaker 1
No, it's grayed out. It's not it's not an option. Oh. Is it a forward slash or backwards slash? Okay, I got it. Local. Oh, LO. So. No, I know, I'm just. I was just messing with you. Local. [silence]
83:00
Speaker 2
Okay. All right, on the address bar, can we just type in http:// Okay. the forward slash. Okay, and then my router.local. Yes. L O C A L. Local. Okay, and the forward slash. Okay, then there we go.
83:00
Speaker 1
Okay. Okay, Did I get a continue. Okay, It says advanced.
84:00
Speaker 2
Okay. Yes, you may just allow it. That's fine. Okay. All right, just go to advance. That's actually just the certificate thing. So just go to advance and see if there's an option below to continue or um, proceed. Yes, just continue. Yes, just uh, proceed to that, sir. uh, yeah, go to advance. Yeah, just go to advance.
84:00
Speaker 1
to reach my router, it automatically proceeded to my router. Okay. All right. I'm there. I see the picture, but it says, download the Linksys app for setup. Okay. Sign in. Email and password. No, it just says email address and password. It's wanting me to sign in. I'm on a sign in page. [silence]
85:00
Speaker 2
Yes. Proceed to your router.local. [silence] Okay? Then what options you have? Is it asking for router password? Or do you see a picture of two phones? Just tap on the image, tap on the picture. It should ask for the ... Okay, so it's asking you. Now, do you see there router password? Do not use the username and password, sir. Do you see there the router password instead?
85:00
Speaker 1
there's nothing it says email address. Well, first it says sign in use your Linksys Smart WiFi account to access your home network from anywhere. in email address and password. Then Scott forgot your password and this says don't have an account click here. In my in my browser it says my router.local. you let me try to don't have an account click here. no. No, there's nothing. There's nothing. [silence]
86:00
Speaker 2
sign in using the router password try to scroll down okay [background noise] um actually we're not going to be using your account. so it doesn't have an option there to like uh access local below if you scroll down more
86:00
Speaker 1
Okay. Yeah, yeah, still blinking red. Okay. Yeah, I'm ready. I got a Google Chrome page loaded up. I'm typing in my router. local.
87:00
Speaker 2
There is nothing. OK. I think we need to use your computer here, sir. It's not, it doesn't have that option on your phone, so can we use your desktop? It's okay if it's like 15 ft away. We'll just have to access the router. And right now, um the light, the LED light is still blinking red or it's still blinking red. Yeah, it's really having a hard time communicating with your modem. OK. Yeah, let's go to your desktop, please. Just let me know if you're ready. OK. Uh not yet. You need to make sure that your computer is connected to the Valop setup 575.
87:00
Speaker 1
OK. I just got to enter the password again. Yeah, I got that. I just got to enter the password again. At what point do we figure that it's not the modem?
88:00
Speaker 2
Like when we did it in your phone. So, look for the wireless icon on the bottom right. Click on the wireless icon. Yes.
88:00
Speaker 1
Okay. Okay. Okay. Okay. I am I'm connected now. Yeah. Yeah. h t t p colon slash slash would you say my router?
89:00
Speaker 2
okay to verify if the router is actually getting I mean if if if it detects the cable okay and if it detects the cable and uh it's not showing after the release renew so We we will be doing some steps here um we will be doing some some uh checking on the router if the router's really having a hard time getting a connection from the modem then yeah uh there's a need for us to check it with your internet provider why it's not grabbing the IP address or something so yeah okay so you're connected can we open up a browser sir and type in again http://myrouter.com
89:00
Speaker 1
Oh, what's the, what's the password? I have a local, uh, a router. Yes. a router router. And, uh, well I'm getting a warning. Okay, and let's see that advanced says let me go to subscribe commands. You are not a private, advanced. This server cannot private. Please. I. My. Local. Click on the picture. Waiting. Okay, there is access route, I just need to access. Route it. It's a pass. It's the password? We updated our password credentials here to be more secure. Please create a new one. Okay, thank you. Thank you.
90:00
Speaker 2
Yeah my router.local Uh-huh okay good So type in type in admin there sir, a D M I N all lower case Yes, as the password Yes, You need to create a new password Yep that's for the [silence]
90:00
Speaker 1
What's what's that? You You just want me to make one up. [silence]
91:00
Speaker 2
Router passwords are, not the Wi-Fi passwords, so just create a ten, um, digit password. Okay. Uh, it's actually, uh, ten-character password, combination of numbers and letters. And there will, uh, there should be no repetitive, uh, character. Yes, sir.
91:00
Speaker 1
OK. [silence] got a whole bunch of stuff here. [silence] yeah, I'm on the linkey smart WiFi page. [silence] yeah. [silence] yeah, uh no. [silence] hang on. [silence] Let me I'm going to make my screen small.
92:00
Speaker 2
Okay, so you see you're able to log in now. Are you on the link to Linksys Smart Wi-Fi? Okay, that's very good. So kindly click on CA, it's down at the bottom right, sir. Below privacy policy the the letters are really small. So it's in a blue print it says CA below privacy policy. If you scroll down, you should see that. Are you able to see it?
92:00
Speaker 1
Okay. Okay. We're down at the very bottom where it says, unusual license agreement, unsurprisingly, third party licenses, OKLA privacy policy and then it says, CA. Okay. Now, why? Okay. Yep. Okay.
93:00
Speaker 2
uh, all right, now click on troubleshooting. It's on the last side. It says troubleshooting. Then under troubleshooting, you have their status tab, right? It's the first one. Below status, you have devices and then report. Just click on report uh, and then you're going to see the screen. Oh, it says troubleshoot wireless [silence] okay, so you have these different tabs. You have devices, you have settings and network type. And it's already communicating through settings. And let me figure out what does each one does. [silence] [music] [silence] [noise] [music] [noise] [music] [noise] [silence]
93:00
Speaker 1
It's 1.1.7.210469. Okay. Okay. Yep. It doesn't have anything under either one of the columns. One says 10-100 Mbps, the other says 1 Gbps. There's no X or anything under either one of them.
94:00
Speaker 2
Okay, what's the firm version? Okay, now, please, scroll down, sir. Scroll down at the very bottom and look for port. Okay, under port, do you see internet and does it have an X under one Gbps? Okay, okay, yeah, this is the problem. The the router is not being able to connect to internet. What? What? What? Is please click connect and the password seven, seven, nine, eight, six, three, three, four, nine. What? What? What? What? Seven, seven, nine, eight, six, three, three, four, nine. What? What? What? What? What? What? What? What? What? Seven, seven, nine, eight, six, three, three, four, nine. What? What? What? Yeah, this is correct. Now let's go back to router. Let's go check the internet. What? Yes. What? Okay. Okay. Okay, okay, I see it now. Yes. Okay. Yeah, it's not connecting to the internet. We're out of here. Okay, I'm sending you another router's IP address and the password. What? If you can try again. Okay, so opening route, okay, what is the IP address? 192 point one six eight point one point one. Okay, what are you doing today? Okay, stay here. If you got some tomatoes, I'll just take home and get groceries. Okay, good night. [silence] I think.
94:00
Speaker 1
Nothing under, no Xmas under that either. So you want you want me to undo the the cable that's coming in and then try also do another internet connect another to go to the you talking about you another ethernet cable, another ethernet cable to go from the modem to the Link.
95:00
Speaker 2
is not actually detecting any connection from your modem. Okay, this could be a cable issue. Okay, or the cable may not be connected properly. How about the 1, 2, 3, 4 ports there? Do you see any X marks? Okay. Sir, can you please try to unplug and replug the cable from the back of your LinXSS? And if possible, do you have another Ethernet cable that we could try on? Because it's really not detecting the uh the connection. Yeah. Um can we can we uh use another Ethernet cable instead? Do you do you have another cat 5?
95:00
Speaker 1
See six to the round. Okay. Man, I got so many of those. Brand new when here. Never been used. Try that one. Which one do you what? Is there any sequence you want me to do that in first or? Okay. This is a cap five. Let me see if any of those other. Yeah. It's a cap five. It's a 5e, but I can see if I can go look in one of those other boxes and see if there's a sixth. Do you want me to do that?
96:00
Speaker 2
to the linx system. Yes, do you have another cat five or cat six cable? Yeah, if you see cat five or cat six, uh, cat six, uh, cat six will I mean cat six is better. Just make sure, make sure you're using cat five or cat six, uh, Shicer. Okay. Um, it's okay. Uh, no need to.
96:00
Speaker 1
Just use the five B. Okay. Okay, I'll do that. Okay, so now what do you want me to do? Yup. It's red. Blinking red still. It's blinking.
97:00
Speaker 2
So, if you have another Cat 5 E cable, yes. Uh, we can just use that. [silence] Okay, that's already plugged in. Okay. So, uh, check the lights, sir, on your parent node. It's it solid or blinking?
97:00
Speaker 1
Yep. Yes I do. Do you want me to refresh the page? Yeah OK. Yeah, I'm doing, I'm refreshing right now so, should we go to logs?
98:00
Speaker 2
okay can we go back to your uh computer the desktop and uh do you still have that troubleshooting page open okay can we click on refresh yes click on refresh there's refresh uh on the right so just click on refresh no no just go back to the status and then scroll down, check the ports again if there are any x. Yes, click on report. still no x? Okay, can we try to swap the node, sir? Because yeah, we just don't want to force this node. So let's make one of your child nodes as the parent node. Okay, let's just swap it. Okay, yeah, sure. So just make sure that you you have the correct connection. Just make sure the modem is connected to the internet board.
98:00
Speaker 1
Uh, phantom in and out. Blue. Yup. It's uh, blinking red now.
101:00
Speaker 2
Okay, so you've connected the modem, and the Internet. Or turned the Internet port off, right? Okay, so is it still blinking right now? When you snag the node earlier, sir, did you reset that?
101:00
Speaker 1
No. No, I didn't reset anything, no. So do we need we need to go through that whole process with the? Oh, you know, now it's now it looks like it's solid blue. Yeah.
102:00
Speaker 2
dp parent node? that original node or okay, you didn't touch it. Okay. All right. It's solid blue.
102:00