V2 Rubric Detail — 93364f0e-798f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:08
Duration
130m 47s
Contact
Lonnie Johnson
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136097
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_ Child nodes lost connection to network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The issue remained unresolved with all nodes solid red and no internet connectivity. The agent failed to diagnose or resolve the problem due to lack of logical troubleshooting, no tool use, and technically incorrect guidance (HAProxy label, wrong IP). No ownership was demonstrated, no escalation was made despite warranted hardware-like symptoms, and customer experience was poor due to confusion, repetition, and lack of empathy.

V1 Case Analysis

Customer unable to set up three MX6200 mesh nodes after disuse. Agent provided incorrect troubleshooting steps (5-press method, wrong URLs, invalid IPs). Nodes remained non-functional. No resolution or escalation path provided.

Troubleshooting Steps
  • Collected partial model and serial numbers.
  • Instructed multiple power-cycles and factory resets on all nodes.
  • Attempted 5-press pairing method on parent node (incorrect for MX6200).
  • Attempted access via incorrect URLs (192.168.0.1, 192.168.1.0.5, myrouter.info).
  • Attempted to verify IP address via client device network settings.
  • Switched parent node to a different unit without resolving connectivity.
Key Observations
  • Agent used 5-press method on MX6200, which is only supported on firmware ≤1.0.6 — agent did not verify firmware version, making this advice incorrect per KB.
  • Agent repeatedly provided wrong local-access URLs: myrouter.info (SPNM series only), 192.168.0.1, and 192.168.1.0.5 — correct URL is http://myrouter.local or http://192.168.1.1.
  • Agent failed to verify parent node internet connectivity or modem status before troubleshooting node pairing, violating basic isolation protocol.
  • Call lacked structure and outcome validation; agent jumped between procedures without confirming results, leading to repeated loops.
  • No escalation, callback, or self-help path was offered despite persistent failure.
Positive Highlights
  • Agent collected customer name, partial model number, and attempted to gather serial information [transcript 32:00–34:00].
  • Agent attempted multiple reset and power-cycle procedures, showing willingness to troubleshoot despite incorrect execution.
Agent Errors / Gaps
  • Advised 5-press method on MX6200 without confirming firmware version (per universal_5press_models.md, only supported on fw ≤1.0.6) — this is incorrect protocol and invalid troubleshooting step [transcript 41:00].
  • Provided wrong local-access URL myrouter.info, which is only for SPNM60/62 series, not MX6200 — correct URLs are http://myrouter.local or http://192.168.1.1 [transcript 118:00].
  • Instructed customer to access 192.168.0.1 and 192.168.1.0.5, which are invalid default IPs for Linksys routers — correct IP is 192.168.1.1 [transcript 75:00, 122:00].
  • Failed to verify parent node internet connectivity or modem status before attempting node pairing — basic isolation step missing [transcript 77:00–78:00].
  • Did not confirm outcome after resets or pairing attempts, leading to repeated loops and no progress validation.
  • Did not offer any escalation path, callback, or self-help resource despite unresolved issue — operational closure failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
All three nodes ended solid red; no internet connectivity achieved despite repeated resets and pairing attempts.
R2 Not Met Diagnostic thoroughness conf 90%
Troubleshooting consisted of repetitive resets and 5-press pairing without logical sequencing, root cause isolation, or verification of ISP/modem status.
R3 Not Met Correct resolution path conf 85%
Agent failed to determine warranty status or consider RMA despite persistent hardware-like symptoms (solid red nodes), and dismissed OOW troubleshooting by not explaining limitations or offering a path forward.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
No clear symptom identification or targeted diagnostic questions; agent asked irrelevant personal info (phone number, email) instead of diagnosing mesh or IP issues.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (remote session, WAN test, logs); relied solely on customer-reported LED states and unverified IP addresses (e.g., 192.168.0.1).
T3 Not Met No misinformation conf 95%
Provided materially incorrect information: instructed to 'utilize the HAProxy label' (non-existent in consumer routers) and directed customer to 192.168.0.1 for MX6200 setup (should be 192.168.1.1 or myrouter.info).
Communication
C1 Not Met Clear & professional language conf 85%
Call lacked clear framing, frequent silences, abrupt topic shifts, and lost control — e.g., 'Do you think for your time, or you do have a great day.'
C2 Not Met Confirmed understanding conf 80%
Agent used technical jargon without adaptation (e.g., 'HAProxy label'), failed to confirm understanding, and did not adjust to customer's confusion or frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Agent showed no ownership: repeatedly said 'let’s wait,' avoided commitment, and broke follow-up by ending call without resolution or next steps.
O2 Not Met Proactive follow-through conf 85%
No concrete next steps or timelines set; only vague prompts like 'let’s wait' and 'try again' with no owner or deadline.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Case warranted escalation due to persistent hardware-like failure (solid red nodes), but agent did not escalate or suggest it despite repeated failures.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so no details were provided or customer notified — failure to escalate when warranted is a procedural error.
Customer Experience
X1 Not Met Customer effort minimised conf 80%
Agent showed no empathy or acknowledgment of frustration; tone remained transactional and dismissive (e.g., 'Do you think for your time...').
X2 Not Met Tone & rapport conf 80%
Agent did not adapt to customer's distressed tone (e.g., 'Stop running. You do. Shut up.'), continued with technical steps without checking emotional state or comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated resets, network checks, and information multiple times; agent introduced confusion by mixing IPs and incorrect setup paths, increasing effort.
Call Transcript147 turns · 167 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
Hello. Hello. Oh. Hello, Carl, I'm having issues. My mesh network was not set up. Um well, no, I had previously set it up before, then I discontinued, then I took it down. and it hadn't been set up in like some months. I, when I did set it up, I was trying yesterday and one node was set up and the rest of them wouldn't. So I'm in process of resetting them again and I tried it all yesterday, still didn't get set up, so I'm trying it again today. [silence]
31:00
Speaker 2
Yes sir, this is Kyler from Lenovo. How may I help you? Um, yes. Is this the first time that you're going to set up the device?
31:00
Speaker 1
I unplugged all of them. I'm plugging them back in now. It says model MX62-00-58W10M25D02905 is one of the nodes.
32:00
Speaker 2
okay. so like so like TM, you know the model number and serial number of your Lin or this router. How about the serial number? Now. we can we again run a test for your reading. Okay. How many nodes do you have, sir?
32:00
Speaker 1
Three nose. I don't - Yes ma'am. Piber. Fiber. Um, I just plugged them all back in. They look like they're trying to - They blinking blue right now. Thank you ma'am. You're welcome. Give me a call back. Okay. Bye.
33:00
Speaker 2
Got it. Again, you've got a total of three nodes, right? And who's your Internet service provider? I'm sorry. All right. And the light on the main node right now. So, what's the color of the light? [silence]
33:00
Speaker 1
Hey, so guess they're trying to get back to set up mode. Eight-seven-zero-four-one-three-nine-three-four-one. First name, Lonnie. Last name, Johnson. Lonnie, L-O-N-N-I. E, yes ma'am. Loni, L-O-N-N-I, underscore J23.
34:00
Speaker 2
How about can I have your phone number, sir, to create a record? How about your first name and last name? Again, first name is Larry, L-A-R-R-Y K-L-O-N-N-I-E, last name is Johnson. How about your email address?
34:00
Speaker 1
at yahoo.com Correct. Yes, ma'am. Yes, ma'am. Correct. [silence] Correct. [silence]
35:00
Speaker 2
Okay. Again, your email address is your first name, L-A-U-N-N-I-E and then underscore j and then two, three at yahoo.com. Okay. Right. And um, one of the nodes, are they, all the nodes right now are on the same location, sir? Like, they're all together. Okay. And as of now, one of the node is connected directly to the um to the uh modem, right? Okay. And the light right now on that node is still blinking blue.
35:00
Speaker 1
Well, now one of the notes is red. Uh, one is blue, and the one that's connected is, uh, is white. But it's still not, not letting me connect to the internet. is my parent node is white, one child node is blue, one child node is red. Look like.
36:00
Speaker 2
Okay. So, the main node or the parent node is white. Okay. So, it seems that the parent node it's connected to the internet. The only problem there is the two child node are not connected. One is in a setup mode. One has been um trying to um connect. How long it's been um trying to connect?
36:00
Speaker 1
Uh, Um, I guess since we've been on the phone. Yeah. Uh, hours and three to four minutes. why is the switch solid red, one solid blue, and the uh, other node is the parent node is solid white. [silence]
37:00
Speaker 2
light is red, sir. It's been like that for like how many minutes? It's like six minutes, five minutes already or it's the waiting time. Okay. And right now, is it still blinking right now? Okay. [silence] Alright, sir. On the child node, it has solid red. Okay. It will go. Okay. Okay, so just press and hold the reset button for twenty seconds. Release the reset button. Let's wait until the light turns blue. [silence] now can we run it please have to detest again Is it still blinking? yeah Let's just wait sometimes it will take like 3 minutes [silence] sometimes loud [silence]
37:00
Speaker 1
[silence] It's it's it's solid blue now. They I got them all sitting. They all side-by-side. [silence] Transcribe this audio from the left channel. [silence]
40:00
Speaker 2
So it's still the same. All right, so let's go to the top level should be a pie chart. Okay? They's so and food. If a there is will go back, they're equal. 32 hours. Okay, this man. Got a be a solid good. That's good. Okay, so to add this um to add this two child node right now. Okay, now, sir, okay, add this to child nodes right now sir. Okay, we need to like let's go to the parent node right now. Oh, by the way, how far this two nodes from the pair of the node? Huh? Which is how many fit right? Okay. So on the pyramid now at one years all light color white. Okay? identity. Okay, we are going to use our five press setup. Okay. To add the nodes. So to add a node on the parent node, look for the reset button. Okay? And then press the reset button five times within five seconds. It's like doing press, release, press, release, five times in five seconds. With in five seconds. Okay? Just press, release, press, release, five times with in five seconds. Okay, and then check the two nodes for any router. Is it.
40:00
Speaker 1
Yes, ma'am. One is blinking now. Okay. Now, [silence] Okay. Now, [silence]
42:00
Speaker 2
Okay. That means it's responding to the command we did on the parent node. So let's just wait for that, all right? Um, the parent node will add the child um one at a time. [silence]
42:00
Speaker 1
Buying for my blinkin white. Okay. Yes. Yes, Ma'am. Okay, now. One of them has turned solid white. Yeah it's still blinking. Oh my goodness. Now so the one turns the wonder turns solid white. It turned back red. One of the one of the child nodes and then okay. And the other one just turned back red too. Oh Now the parent node is blinking again.
43:00
Speaker 2
mm-hmm okay the other one's still blinking, still trying to connect. Okay. only trying to connect Oh, okay. All right. Do you think for your time, or you do have a great day. Thank you for calling. already? All right. Hey. Hey. Hey. Night. That's too funny. That's too funny. Okay, Christian Smith and the general Adder is J. To be clear, hepatitis C is a bloodborne illness. Prepared by the Cleveland Clinic Medical and Scientific Publications. C. I have.
45:00
Speaker 1
[silence] Uh, the two child nodes red and apparent node is, uh, was blue, now it's back blinking white, now it's red, now all three of them red. Uh, I don't know.
47:00
Speaker 2
Can you see their whatsapp? So you have a client a client? service centers. Right first? so bills filled. oh okay. yes I'm actually they're all right now, the two nodes goes your child nodes all right. so right now, we're going to be you. So right now, all of them are throwing unknown error. The traceback. says an unknown error. unknown is getting thrown right now.
47:00
Speaker 1
just ma'am down y'all writing riggin you know I mean the riggin no it's blinkin blue again but then there's guys over there but there's got I know
48:00
Speaker 2
Um, um, um, um, Griff? Okay. Griff, Griff, Griff. Oh, okay, I see. You have the um, uh, um, um, the internet from, which is from hula, is there any provider? Go. Can I just wait for that, sir? Okay, so you have a plan from compaq. Right. But do you have the top, the top, the, uh, service from the Comcast? Um, but like, okay, um.
48:00
Speaker 1
now the apparent note went back to read it okay okay Yes, ma'am. 145
49:00
Speaker 2
just wait for another one minute, sir. And then if after this still read, we need to like turn off all the devices, okay? Yeah, just turn them off right now too.
49:00
Speaker 1
Okay. The parent note, solid red. And the two child nodes, blinking red.
50:00
Speaker 2
Okay. Let's just wait until it turns solid red on the on the child node. Okay. [silence]
51:00
Speaker 1
We what?
52:00
Speaker 2
Okay, is it still red right now? Yeah, it can be gray, it can be yellow, it can be blue for the longest, it is an internet usage enabled. Should be burned on, yes, should be burned on and make sure you have that Xfinity box connected to the internet math board of your linux.
52:00
Speaker 1
[silence] Yeah, the parents know they, they--the parents know they still blinking red.
53:00
Speaker 2
Right now, is it still blinking the parent node or is it still, um, solid. Okay. Keep the um, chip off the, um, Okay, hold on. Let me just check. [silence]
53:00
Speaker 1
OK. So, tune them off or unplug them? [silence] Talk. [silence] Can I touch you? Huh? [silence] Can you touch me?
54:00
Speaker 2
Sir, may I turn off the two child nodes? Yeah. Are you can just unplug it sir? I am talking about the 22. I think you may plug it in to either of those ports. is it numbered? Like one two three four? Yeah, you may connect it to one of those ports. I understand
54:00
Speaker 1
The parent node is solid red. okay correct yes okay [silence]
55:00
Speaker 2
Okay, um, just for a moment, right. Now, sir. The two child nodes are now off right? Okay. Turn off also, the parent nodes, sir. Okay. Um, do you have a modem from quantum fiber, sir? Okay. Can we also turn off your quantum modem? Okay. Okay. And then, um, so all the devices right now are off right?
55:00
Speaker 1
Yes, ma'am. Okay. Okay. Okay. [silence]
56:00
Speaker 2
Okay, so kindly then Click sure. Uh, lets wait for like 30 seconds. We turn on the modem first. Okay. Okay. Once the modem is ready, that's the time that we're going to turn on the parent node. So, sir, please turn in the modem. Yes. But it should be solid.
56:00
Speaker 1
Okay, so the modem is, I turned it off and I'm just starting it back up. Okay. [silence] challenging yes sir i'm working on
57:00
Speaker 2
Okay, wait until the power light turns solid. Okay?
57:00
Speaker 1
Okay. Yeah. I'll just close the.
58:00
Speaker 2
Okay, the modem is ready. Please turn on the parent node first. Is it a desk top, your computer, or a laptop? All right. So, now on the least if there are changes, please let us know if there are any changes. OK, the router is still, the parent node is still, like, booting up.
58:00
Speaker 1
it's um the right load is blinking blue
59:00
Speaker 2
ok so we'll wait for it to turn a color white all right oh hi mom nice to meet you
59:00
Speaker 1
OK, now the parent. Oh, we went to it's solid red. Yeah. The parent node is, well, it's blinking now. Now it's blinking white. OK.
60:00
Speaker 2
Let's just wait. Mm-hmm. Alright, just wait for that, sir. It might be still booting up. Yellow. Uh, I think that's still trying to do better> solid now, solid white. Okay, that's good.
60:00
Speaker 1
Oh, it's blinking blue now. I wasn't talking to you, Lenny. You're not you're the parent. Not this blink and blue and then now it just went to red. solid red now
62:00
Speaker 2
Okay. Is it still blinking red? The The parent, sir? So do you have a laptop or a desktop or maybe a laptop of your brother's? To connect an IP configuration to a parent node, utilize the HAProxy label.
62:00
Speaker 1
Okay. So now the, now the parent note is solid white. [silence]
64:00
Speaker 2
So please turn answer the two child nodes. [silence] Mhm. So please turn on, sir, the two child nodes. [silence]
64:00
Speaker 1
[silence]
65:00
Speaker 2
That will take also, like, more than a minute to boot up. Okay. All right. So if you don't think, how are you all doing? Okay. So what we can do next time.
65:00
Speaker 1
Okay, now. They. See. Both child notes. It was blue. Then they went to white. Now it really. So the parent note is white and the two child nodes are solid red. Yes, ma'am. Yes, ma'am. You need me to plug it up. Okay. Let me... it's a Mac.
67:00
Speaker 2
Okay. So it's all right right now on the child node. Okay. Sir, um, again, do you have a laptop right now? I'll be, um. Yes, um, Jess. On this laptop is it Windows or Mac? [silence]
68:00
Speaker 1
No, we come from you. Shut up. And Stop running. You do. Shut up. Running the fear. Okay. You're scared. Yeah, Yeah, Dad. Scared. Scared. Come. Run. Scared. Yeah, Dad. okay. okay. Yeah, it shows um, I want to know. I want to feel. Yeah, it shows hometown. You mess my wife up, anyone. Oh, listen to God. Right. So, that's my Wi-Fi through quantum fiber. What I wanted to do was I wanted to plug in the Linksys Wi-Fi and put the quantum fiber Wi-Fi in bridge mode. Uh, no, I don't. I don't even see it. Not even, okay, I see. Okay, I see next. Okay, I see.
69:00
Speaker 2
[silence] That is your Wi-Fi network, right? Okay. Um, okay. Right now, um, when you click on the Wi-Fi icon, can you see the name of the network link it is set up to?
70:00
Speaker 1
Yeah, it's just showing the one pairing note. Okay. So yes, it's let me connect to it. Is it the the network? It's next. So yes, it's let me connect to that one. Stop running. [silence] yes ma'am, what's the name of the uh the network? yes ma'am eh? is this about the stream or anything? Mr. Prefda okay city uh General
71:00
Speaker 2
Sure, the network we're before you in using this node, and that shows a connection. Okay, Karely, um, click on the Apple icon, go down to system preferences or system settings. Then, after system settings, and system preferences, then Wi-Fi. Then, when you click on Wi-Fi, forget me, and select Wi-Fi,
72:00
Speaker 1
Yes, ma'am when I go to the Wi-Fi it says it says, Wi-Fi dedicated to next year, yeah, I am connected to the the one parent, no, I don't even know where I find it at when I click on system sections, okay, hold on [silence]
73:00
Speaker 2
It shows connected. Okay. And what is the IP address or router IP address? The IP address, when you click on you're under system settings, right? Or system preferences, yes, and you go to network, you go to network and then Wi-Fi.
73:00
Speaker 1
Uh-huh. And then what do I do? Okay, so it says the IP address is 192. 168.0. 24. It says 192. 168. 0. 1. No, I set it up.
74:00
Speaker 2
and then we select on Wi-Fi How about your router? Okay. Can you close this page? Um, let me verify this. How did you set up your node before, sir? Is it like you set it up as a parent node? You set up as a per it mode, or is it just a bridge mode?
74:00
Speaker 1
from a parent note. Set it up as a parent note through the linkage out.
75:00
Speaker 2
Okay. So on your computer right now, open internet, on openness of a browser. You can use Safari or Google Chrome. Okay. And then on the address bar, please type the numbers 192.168.0.1. Oh.
75:00
Speaker 1
[silence]
76:00
Speaker 2
Okay, did you press enter, 192.168.0.1. Okay, um, sir, what is the name of the network that you set up on the Linksys, sir? Is your laptop connected to that name right now? So, I Because the IP address of the... Did you set up the parent node as a bridge mold, sir? Because right now, the IP address from the... The IP address that you're receiving on your laptop is from the quantum modem. By default... Is it turned on or is it turned off? The modem right now, though, quantum modem is connected to the internet port.
76:00
Speaker 1
Right So So when I, so my, what I was doing was, um I was putting it in the quantum I wanted to get this network going and then put the quantum fiber network in bridge mode, but the only way from my understanding to do it is to have this network running first [silence] No, I wanted the quantum fiber to be the one that's in bridge [silence]
78:00
Speaker 2
ofte mX62, right? Yes. Again, you want to set up the Lin sis, main node, as a bridge mode. Skip the music, send to, uh, uh, uh, bridge mode? Did you set up the, um, quantum fiber already as a bridge mode? [silence]
78:00
Speaker 1
I don't. Correct. Right. Okay. So how do I fix it? How do we fix it? Because, they, yeah because the parent node is now blinking, is now solid red too.
79:00
Speaker 2
Because as you can see right now, sir. You have mentioned that the name of your network from your linksys is next, right? And your laptop is connected to that network name and it's receiving an IP address of one eight two, 168, point zero, two four. Then when we tried to access it, sir, it shows the quantum, so it seems like it's not recognizing the linksys-rauter. But, uh, yeah, there is really no, um, use for us to change the ms-slash/CD, since right now that it's inside the network, okay? So, if you go to, if you go back to your Wi-Fi on top, are you able to see your network?
79:00
Speaker 1
Yeah. Uh, no, this one, this one is, was made after where they don't put the Ethernet ports on them. It's just a wireless. Uh, home team. Yes, so do you need me connected to home team?
80:00
Speaker 2
okay, um, sorry, is your computer has, uh is your computer has an ethernet port right now? select, okay, so what is the name of the network from your um quantum modem? Sorry, okay. Can I go to the um um to the apple sorry, not the apple icon back to the Wi-Fi icon and it's connected right now to next, right? connected by the traffic.
80:00
Speaker 1
okay okay I'm connected to it now uh huh okay okay I'm need Wi-Fi 192 168 0 24
81:00
Speaker 2
Yes. Canika connect to home team? [silence] and then, canika go to the Apple icon again. [silence] Go to system settings, and then network, and then wifi. [silence] Okay, and then what is the IP address again? [silence] Right, so, now, for the Linux server is now time off. So, what are you going to do with the, with the other one? With the Mike? Just, look for your nork, whatever it has written. [silence] So, uh, you gonna. [silence] Okay, well, um, how about this sir? Going to like reset the parent node so that we could seems like it's bypassing its connection because when the laptop is connected to the network name from your Linys router, it receives an IP address from your quantum modem. Okay so we are going to uh reset your uh pair all the nodes actually. We need to reset all the three nodes. So let's start with the parent node. Press and hold the reset button on the parent node. Same thing for 20 seconds. This is the network name. [silence] Okay.
81:00
Speaker 1
So I guess it's resetting. [silence] Okay.
83:00
Speaker 2
Same thing. Yeah, same thing on the other two nodes right now, the two child nodes. Please also do a reset on each node.
83:00
Speaker 1
[silence]
85:00
Speaker 2
Okay, all the nodes now sir are reset. All lights should be solid blue. We'll see. Let's just wait until the light turns solid blue on all the nodes, okay?
85:00
Speaker 1
It is blinking blue. The other two are solid blue. Okay. [silence]
87:00
Speaker 2
Okay, the parent's still red. Okay. How about the other two? Okay. Let's wait on the parent to
87:00
Speaker 1
2905 the uh 80 69 18 you want the last four or the whole thing I'm sorry the last 0840
88:00
Speaker 2
Sir, while waiting for the parent node to solve the blue, can you check what's the last four digits of the serial number? How about the Mac address? Okay. Uh, just the last four digits, sir. Sorry. Yes, just the last four. Okay. Um, how about the two, um, child?
88:00
Speaker 1
The last four is 07, I'm sorry, 3073. And then the Mac address is, so one of the parent notes, the serial number is 3073. And the Mac address is 0-B-8-8. Correct. And the other one is 3060 and the 0-B-4-7. [silence]
89:00
Speaker 2
I just need the last four digits of the serial number and the MAC address. I'm sorry. And how about the MAC address? Okay. That's one of the child node, right? Okay. How about the other one? MAC address. So we're going to, right now. [silence]
89:00
Speaker 1
It's blinking blue. I think it's still trying. Because it looks like it's. Because like when I look at the networks, it's showing the two child nodes. And then it's also showing. Well, and it was showing, right? It's showing the parent, but it's showing it as the same Wi-Fi network that I had set up at first. It's not sure. Like it's not showing it like it's being completely 100% reset. Right. So I see. I see the setup for the two child nodes.
90:00
Speaker 2
Now, what's the color of the parent node? [silence] Parent node. [silence] Yes. [silence]
90:00
Speaker 1
and then I see, right, I see the two setups for the two child notes, but then for the parent note, it's still showing the other Wi-Fi network. It's saying next. So I don't think it reset it all the way. Yes, man. I can do it again if you need. Okay. Right. [silence]
91:00
Speaker 2
like the 3073 and 3060. Did you press and hold the reset button of the parent node, right? [silence] Now you see, wait for another minute to check if it will change. Then we might need to like change nodes or like change parent node.
91:00
Speaker 1
There's blinking white. So now it's, uh, now it's back blue. So now it is, it's still like when I go to the Wi-Fi, I'm still showing next. And it is, it's still blinking blue though. [silence] Okay, now it's red. Mm-hmm. Good. Oku. Okay.
92:00
Speaker 2
[silence] Okay, sir, let's do a reset again on this one sir. Again, press and hold it for 30 seconds. I know, 20 seconds rather. Make sure that when you press the reset sir, the light kinda like will blink. I like it will turn off and on.
93:00
Speaker 1
[silence] So right now it is, it's it's solid white. Right. So so when I look at the Wi-Fi as still saying it's showing the two child notes set up, right. It's showing the two child notes and then it's still showing the other one. It still saying next, it's not saying the is not showing the set up. Okay.
95:00
Speaker 2
How about the, um, connection on the Wi-Fi? If you consider now your links, if, um, three links, if, right now, so, on your, um, on your, laptop, turn off the Wi-Fi, then after, like, 10 seconds, turn it back on. Um, generally,
96:00
Speaker 1
Heh, heh, okay, I just turned it back on and it's showing, man, this is crazy, okay, so now it's showing, I'm seeing all three, but I'm seeing, the green one of them is saying the same,
97:00
Speaker 2
of the Wi-Fi. It's still the same. The only thing that you can find is just two links that set up. hmm.
97:00
Speaker 1
Like double, it says two nine, hold on, let me see is just a two nine, two nine, zero five, eight, 40. So no, it's not showing the two nine zero five. It's showing the it's showing the three zero seven three. And then it's showing three zero, six zero, it's showing that one twice. No, it's still showing next.
98:00
Speaker 2
but you can see it there now, the 2905. Mm-hmm. Yeah, because probably that's for the 2.405. So even though you scroll down, there's no 2905.
98:00
Speaker 1
Yes man. There's a swish tube. Okay.
99:00
Speaker 2
Sir, can we um, like, um, switch node right now, sir? Mhm. Can we use the um, 3073 node? Yes. Mhm. connect that node to the um, quantum modem.
99:00
Speaker 1
Yes ma'am but uh still the light is blue on that one blue on the one child no and the other one that was a parent no that is a child no now is really
100:00
Speaker 2
okay it be connected now the 3073 to the model okay and the light's still blue mm-hmm it's ready do I have to reset again on that node the one it's in red the old pair [silence]
100:00
Speaker 1
Okay. [silence] Okay. [silence] Yes, ma'am, it did. [silence] It turned the own enough while I was holding the the [inaudible] player.
101:00
Speaker 2
renewed. Again, this time, sir, make it 30 seconds and again, try to observe the light, make sure like it will like turn off, then turn it back on while holding the reset button. Okay, release. Did you observe sir if the light turns on and off while holding the reset button? Okay, let's just wait.
101:00
Speaker 1
okay so now [silence] all three of them are solid blue [silence] okay try to check on your Wi -fi there [silence] okay [silence] I see [silence] okay [silence] I see all of them now [silence]
103:00
Speaker 2
Okay, try to check on your Wi-Fi if you can see the Linksys 2905.
103:00
Speaker 1
okay let me in okay let me ask you a question so do we we need to do this before we set up the network okay okay okay okay okay [silence] Okay, the parent node is blinking white.
104:00
Speaker 2
what because you don't okay let's just wait
105:00
Speaker 1
[silence] yeah it's blinking white and now one of the child notes are blinking white. yeah they all blinking white right now
106:00
Speaker 2
Okay, so it's still blinking. Kalagalahi sagkayunio! Amparyent n! Day gaakarisit. Pag tang tang nau tariens white new day but shakسيدganinareboo hako sundoo is blue or red. Pag 5 press day chakuse Kha Bill good.
108:00
Speaker 1
uh, yeah, so one of the child nodes turned solid white and the other one and the parent node, well, it went to red, now. uh, the, the, yeah, the second child node went to red. [silence] It's still blinking white. [silence] Okay, so the other parent, the other child node is solid white. [silence] Okay, now both child nodes are red. Oh man. I don't know. [silence] The parent node is still white and uh two child nodes are now red. The parent.
109:00
Speaker 2
the parent, the parent. Is it blinking white or solid white? Okay, probably it's still trying to add the node. Second child node. So one child. how about the parent? [silence]
110:00
Speaker 1
[silence]
111:00
Speaker 2
on the W-Fi icon right now click on it then look for the network name links is 3073. The links is set up 3073 connect to that name and then you click on in connect. connect to that name once it asks for the password check the password at the bottom of your parent node. You can only see there one networks that up right 3073 yes and then the other
111:00
Speaker 1
Yeah, they solid, rude. Okay. Yeah, he's online. Okay. Okay, I'm gonna, Wi-Fi. 192.168.800. Oh, I two, four.
112:00
Speaker 2
two nodes right now. They're still solid red. Okay, okay. On your computer, open a browser. Kindly check if it is online. Okay, and then go to the Apple icon again, sir. And then when you go to the Apple icon, um, kindly go to system settings and then network and then Wi-Fi. What is the IP address?
112:00
Speaker 1
Corey. Yes. Status good. You got the good effect. You got the good effect. Okay. Yeah. Alright. Yes, ma'am. Corey. Oh god, God! Yeah. You get the fuck out of the way.
113:00
Speaker 2
And right now, it's also connected to the Linksys set up 3073, right? And the router is 192.168.0.1. Sure, um, the cable is plugged into the internet port of the MX6200. Right? [silence] The repair node.
113:00
Speaker 1
Yes ma'am, this white. Okay.
114:00
Speaker 2
can you disconnect right now it's the parent node is white okay all right so is this off your chat um on the safari right now sure can you try to access again 192.168.0.1 [silence] how do you cell [silence]
114:00
Speaker 1
192.168.0.1. 192.168.101.1. [ music ] Yeah, when I says activate account, click on the button below to enter the admin dashboard.
115:00
Speaker 2
Okay. 10.1. Can you also have the email address? you can 1.2.168.0.1.
115:00
Speaker 1
[silence]
116:00
Speaker 2
is that the length is now, sir, or is it asking for access router? Okay. All right. So that is again, MacVic עבור. Okay. is it like you can see there like two.The the pictures of phone? Oh, okay. so that's. What's on your screen when you access 192.168.0.1? Well, okay. can I have the model? and serial number of your? you might. you want your points? it said to look for. a. Okay. I have here a. what? I don't know. you right. Hamiltonian 1925.
116:00
Speaker 1
[KEEP_UNCERTAIN] okay, okay, okay. and says, how do I access my Linksys wire admin page, access your Linksys smart WiFi router user interface. Do I click on that one or how do I log into the Linksys NAS? yeah. Okay, it says if you're trying to administer the Linksys network.
118:00
Speaker 2
colon forward slash forward slash my router dot info
118:00
Speaker 1
57 Rast.m. what is this RB system a system my fi okay I'm room right there name it shows one nine two to who I six 8024 is out automatically.
119:00
Speaker 2
this computer right now, um, this computer is a it's not connected to VPN, right? Um, go back to um, Apple, open system preferences and then that network again, then Wi-Fi. This uh, is the uh, hit address shows automatic D-A-G-C-P? Um, is it set to automatic, sir, or manual? Your internet service providers.
119:00
Speaker 1
Correct. Kind of. I got the out. I got the app on my phone. Okay. It says, get in router settings on the out.
120:00
Speaker 2
Again, it shows connected to Linksys 3073, right? And the two child nodes right now are still red. So do you have the app on this MX62? okay. okay. Can we open the app? okay. Do you have a node connected to, do you have a box connected to the Linksys 3073? [silence] Where did you get that? [silence]
120:00
Speaker 1
Yep. It says, get in the route of settings. Okay. Yeah, it's showing it's connected to that one. Correct.
121:00
Speaker 2
Okay, we are now logging in, okay, so you're paying, okay, so yeah, you're paying your internet, absolutely, right? Where are you calling from? Do you have any idea? Um, so make sure first it's connected to the, uh, lynx system, zero three, uh, no, three zero seven three, um, Wi-Fi. Connected to the lynx set up three zero seven three, right? All right, here's the thing.
121:00
Speaker 1
Okay. Uh-huh. Okay. Uh-huh. The IP address is 192.168.1.0.5.
122:00
Speaker 2
And then, um, on your phone, as well, sir, go to settings first, um, close the, um, just minimize the app. You go to settings and then you go to Wi-Fi. and again, it's connected to the Linksys setup 3073. and then tap the name. Tap the name, and then what is the IP address? Do you have a . okay, let's go back to the app.
122:00
Speaker 1
Do do I need to turn off the cellular data or leave it on okay all right let me turn that off let's see so it turned off the cellular data right okay right there okay
123:00
Speaker 2
Yeah, I turned off the data. Yes. You have the turn off the data, sir. Turn off the mobile data. No have no left with the Wi-Fi. silence Cellular mobile data. silence
123:00
Speaker 1
So it went past getting the, now it's just black. I don't know. I just say then the after's just black. Okay. Okay. All right.
124:00
Speaker 2
yes. okay. So your, your internet provider is AT&T. All right. Okay. No, did you, I'm sorry. Did you check your, your connection from AT&T, right? And, have you tried, uh, calling them before? Can you close that app, sir, completely close the app? When you close the app, can you open it again? Okay. All right. Um, do you, do you have a, a computer, right? Okay. Is it possible for us to connect your computer straight to your router?
124:00
Speaker 1
Yeah. It says getting router set up. Now it says scaling setup has no internet connection. It says, uh, select a different network, log out, or login with router password. [ silence ]
125:00
Speaker 2
Okay. So did you open the app now? So what's on the screen now on the app? And what are the options that you have? So, when you click on login, when it asks for a router password, it asks for your router. Okay. So what's the first option that you have? and then the router password is the one at the bottom of the new internet and I'm here we it's just this is the router I'm in your Florida did you click on router password right then what options do you have after you click on router password you may connect to one with it and not connect to an internet [silence]
125:00
Speaker 1
It was showing it was on there that was connected and then it just went just right I was on the app for said it went from connected to then it said no connection Right this is Velo, set up 840, has no internet connected. [silence] Okay It not even Let me
127:00
Speaker 2
so you are on the links app um okay that's okay um no internet connection um so um so you can click on the Apple icon there then um sorry not the Apple icon but on the app click on the three lines or two lines on the upper left and then and then uh kind of click on uh are you on why can you click on advance settings
127:00
Speaker 1
Of the app is finding your network. showing link see... Cupid, so it now said uh So I'm back in the app it says manage Wi-Fi, set up new Wi, network. So which one should I choose for mine? It says Login with your email name and password. Say getting out of settings.
128:00
Speaker 2
okay you have internet okay um your computer is running on what operation what operation is done now is it running on window is it running on window is it running on windows okay okay all right now now let me just check can you click on manage Wi-Fi check what are the options they can see okay can we use the router password
128:00
Speaker 1
Finding your networks. So it says you haven't added a router or mesh Wi-Fi system to your account. It says add an existing router or mesh Wi-Fi or set up a new router or mesh Wi-Fi system. [silence] No, it says add an existing router or mesh Wi-Fi system, then it says the next option is set up a new router or mesh Wi-Fi system. Okay. [silence] Find my router. Oops, something went wrong. We cannot detect your router. [silence] Ok.
129:00
Speaker 2
okay let me read repeat yeah and then for Nancy see for Charlie yes see for Charlie see for Peter it asks you to set up do you have another option that you can click on like skip B for Charlie B for Peter L for Larry how about the one that does existing network there okay so DC network connection hot bath excuse me
129:00
Speaker 1
Oh, man.
130:00
Speaker 2
but go back and use the setup new setup? All right. Can we right click on Ethernet and then go to status? Okay so what is the website? I see v4 and I see v6 Okay. Alright and click on details. It's up to you, guy. Can we look at the the IP V4, IP address, please?
130:00