V2 Rubric Detail — 957c684a-7ef1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:32
Duration
147m 9s
Contact
786-712-3455
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00136858
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_Dropping of internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (57 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall11.5% (-32.5)

V2 Grader Summary

The agent failed to resolve the customer's persistent red lights and high latency issues. Technical accuracy was poor, specifically regarding LED meanings and management capabilities, and the agent failed to use diagnostic tools effectively or escalate a complex, repeat-contact case. The interaction lacked ownership, empathy, and effective communication, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports unstable Velop mesh with two child nodes showing steady red LEDs, even when wired. Agent guided power cycles, repositioning, disabling client steering, and log collection. Issue unresolved; no model, serial, or warranty collected. Call ended without clear next steps.

Troubleshooting Steps
  • Confirmed wiring topology and cable integrity.
  • Power-cycled child nodes and moved them close to the parent node to observe LED behavior.
  • Advised resetting nodes to factory defaults if red LEDs persisted.
  • Recommended disabling client-steering/node-steering in the app to enforce wired backhaul.
  • Guided the customer to collect and email logs from the Linksys app to support@linksys.com.
  • Suggested restarting the parent node to re-establish node registration.
Key Observations
  • Agent did not collect model number, serial number, or warranty status despite troubleshooting a complex, persistent issue.
  • Customer expressed strong frustration multiple times; agent showed limited empathy and repeated instructions without validating results.
  • Call lacked structure: agent allowed loops, did not validate steps, and did not confirm outcomes after key actions.
  • No verification of WAN/Internet connectivity at the modem level — a critical step per velop_wifi_connectivity.md Step 2.
  • Call ended without a clear next step, escalation, or callback despite unresolved issues.
Positive Highlights
  • Attempted multiple troubleshooting methods (power cycle, repositioning, disabling steering, log collection) aligned with KB guidance.
  • Guided the customer to use the Linksys app to retrieve and share logs, a valid diagnostic step.
  • Suggested resetting nodes to factory defaults as a last-resort step, which is a correct procedure per universal_factory_reset.md.
  • Correctly identified that child nodes were not registering in the logs and suggested restarting the parent node to re-establish connection.
Agent Errors / Gaps
  • Did not collect or confirm product model, serial number, or warranty status, which are critical for troubleshooting and support eligibility.
  • Failed to verify WAN/Internet connectivity at the modem level (per velop_wifi_connectivity.md Step 2), missing a key isolation step.
  • Provided repetitive, vague instructions without confirming results or customer comprehension, leading to frustration and wasted time.
  • Did not set a clear next step, escalation, or callback despite repeated failures and customer frustration.
  • Limited empathy and acknowledgment of customer frustration, which exacerbated dissatisfaction.
  • Allowed the call to end without operational closure, leaving the customer with no path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call still reporting red lights, high latency, and instability; no confirmation of resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted troubleshooting steps: suggested moving nodes closer, restarting parent node, checking cables, disabling client steering. However, steps were not logically sequenced and lacked follow-through.
R3 Partially Met Correct resolution path conf 80%
Agent did not determine warranty status or definitively classify issue as hardware/software, but continued troubleshooting instead of dismissing; attempted best-effort fix for a complex issue, which aligns with OOW standard even if incomplete.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to isolate symptoms (red LED vs. latency vs. app misreporting), asked repetitive and disorganized questions, and never identified a root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent requested logs but could not access them due to tool failure; did not use remote session, modem test, or firmware check despite clear need for diagnostic data.
T3 Not Met No misinformation conf 90%
Agent provided technically inaccurate information: stated 'you can only manage the router through its web interface, not through SSH' without confirming model; mischaracterized LED behavior by implying red light is normal for wired backhaul (KB states red = error/no internet/disconnected).
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost control repeatedly: long silences, repeated questions, no agenda, abrupt transitions; failed to manage customer frustration or maintain call flow.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms (e.g., 'client steering', 'MTU') without simplification or confirmation of understanding; did not adapt to customer's emotional state or language level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not own the case—repeatedly asked for information already provided, failed to reference prior chat history, and offered no continuity.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timelines given; agent said 'maybe leave it as is' and offered no follow-up plan or callback commitment.
O3 Not Met Closure confirmation conf 90%
Customer explicitly stated this was the third time explaining the same setup; agent ignored prior history and re-asked basic topology questions.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Escalation was warranted due to unresolved red lights, log access issues, and possible hardware fault, but agent did not escalate or even suggest it.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution details (correct team, full handoff, customer notification) were absent.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I'm sorry' twice and acknowledged difficulty, but empathy was minimal and not tailored to customer’s repeated frustration or effort.
X2 Not Met Tone & rapport conf 90%
Agent continued with technical instructions despite customer’s anger and confusion; did not adjust tone, pace, or engagement level.
X3 Not Met Overall experience conf 90%
Customer repeated network topology and issues three times; agent failed to reduce effort by referencing prior chat or consolidating information.
Call Transcript119 turns · 163 lines
Speaker 1
This is linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linksys specialist. Hello. hello. This is Mark from the linksys. Hello. Hello, sir. This is Mark from the linksys level two tech team. Um, I'm wondering if this is still a best time to call you back? Okay. All right. From what I understand, sir, you have the three nodes and the two child nodes have steady red lights, but are online. Is that still the case?
00:00
Speaker 2
Please record your name and reason for calling and I'll see if this person is available. Thanks. Please stay on the line. [silence] Hello? [silence] Hello? [silence] [ silence] Picking up. [ silence] Okay, let me let me check this is still [ silence] [KEEP_UNCERTAIN] Okay. Since the last restart has been a little unstable, let me see the light of the note. Okay. It's still red. Yes. Yeah, the node is offline and still red, the light. And it's no way to, you know, diagnose myself, any log, anything. Like I go and check what is wrong. that is something I is very mad because, you know, I, I, I know a little bit all I see. And if I have the tools, I can fix it. But the log is a close, very close interface that is, uh,
00:00
Speaker 1
Okay. Is it study, a red lighter for the child notes? Okay. But the parent node, um.
02:00
Speaker 2
And also by wire. Sometimes the connection is is uh is uh high latency is uh getting issues. It's not uh it's not uh stable at all. Uh let's cancel this here. Uh there we go. Uh I suppose because it's connected by wire from the main to the uh to the second node, the second node connected by wire to the third node, the third node uh connected by wire to that node. And all of the cables are less than uh I don't know. It's not uh it's not so long the cables. And and Iuh verfied the cable with a device also when when the cables was uh was uh was uh you know patched. I don't I don't know. Uh you say indeed you uh need to uh want to uh [silence] wireless because if I keep the mesh as infrastructure it is even worse and I buy it because the mesh system and it's not expensive it's not you know it is not cheap at one and I don't expect something that is so expensive do not allow me to you know diagnostic and fix or whatever it's like an interface and only rollstart and go ahead I need that I need to full set up the system three times three times since I bought because at some point was so so unstable that I need to you know I start drag them all put together set up the designs pull back of the node
03:00
Speaker 1
Okay. So you mean the child nodes are wired to the parent node? [silence] Uh, okay. So you mean the- [silence]
05:00
Speaker 2
I don't expect to do that. It's a it at the end is Cisco, Cisco that by Linus and Linus I don't remember the brand because that that is not Linus at all. That is another brand that is on the Linus. Belkin or something like that. I mean it's not a stable at all. I expected to have a good internet in my whole home and it's not. In any configuration I try I tried mesh, I tried wired, I tried I don't know what and even now wired is is is getting you know uh the All right, I feel because I have some device that make sounds when they get disconnected. And I noticed that those device at least sound two or three times a day that it was disconnected. Yes? That is not stable, never. That is not not any log whatsoever that I can check uh what is the reason for this happening. And I spent first 20 minutes in chat and I spent more of an hour and half with the, the other guy and now with you. When, when, when the other, when the other guy with the chat told me that if you have a ticket, I specially have it.
05:00
Speaker 1
Well, it's up to your discretion as a customer. Well, I have to be, I have to be honest, or half of what you said is, I don't understand, but. I was asking earlier if the [silence]
08:00
Speaker 2
a but okay you you sell something that is more expensive than $500 you supposed to give something that is like middle professional but it's not the application is a mess the system is a mess I don't know no I don't understand me neither why it's behaving that way I don't think I don't understand why it's behaving that way [silence] Because you want to be. sometimes it's horrible. it's horrible. the lagging is horrible. Even connected to the main nodes. Sometimes I need to connect directly to the AT&T modem to have a new experience in games. It's horrible. I connected directly to the node by wire. what a passcode that I buy in the cashier,
08:00
Speaker 1
Right now, sure, I don't really understand what's happening. I'm, I'm trying to understand, but I was asking earlier, if the child nodes are wired to the parent nodes, but you gave me a lot of answers. I don't know what changes you have since the last time you call me. I'm trying to confirm it directly to you.
10:00
Speaker 2
Or you are making waste my time also. Yeah, yeah, but... Oh, no, no, no, no. That was even in the first chat, the topography of the of the network. I explained that in the first chat. You don't even read it. You don't you don't even read the notes at all, girl. But I said this is the third time I explain the same thing. The third time. Main notes. OK.
11:00
Speaker 1
The cable, coming from the parent node that goes to the child node on which board is it plugged into? OK. Is there any device that's wired to the parent node to the side from the child node, the side from the modem?
12:00
Speaker 2
[silence] Wired to a second note. [silence] And the third note, wired to the second note. [silence] Third time I explain that. [silence] Now you know why you need to tell me. I I connected it in the, in the, in the yellow one. [silence] What else? [silence] The parent nodes gets my computer. [silence]
12:00
Speaker 1
Okay. How about on the child node? I'm sorry. There's a computer wired to the child node that is wirelessy to the network.
13:00
Speaker 2
but work. The last one, the last one does have only computer. Linked. It's not wireless. It's wired, wired. All of the nodes are wired. Wired. Oh, the note add wire. One wire from the main node to the second node, one wire from the second node to the third node. And there's one wire between the third node and the computer. Mashion. [silence]
13:00
Speaker 1
How long has it been since those nodes have the child nodes have redlined?
14:00
Speaker 2
[KEEP_UNCERTAIN] All of the links are doing the yellow cable. The yellow port, when I connect it from the main to the second one, I'm using the yellow port in the second one and when I connect to the second to the third I use the yellow port in the third one. Because this is the only link. Is it fast a port? It's the place supposed to be or not? Behavior. Uh, I noticed. Um, I noticed. [silence] The switch should take automatically the first common port and it should use the [silence] 192.168.10.11 link and the second common port should use the other link 192.168.10.12. noticed today, because today was a very challenging uh morning that I need to restart everything and I took the time to see all of the notes, but now I don't know. But today, from today, the beginning of the morning, the the the status light that is a piece of crap because you you don't use red for for medium status. If you go to to the connection to the to the connected, you don't put any red status in the medium. I don't know who was the genius to use the red light in any status that this is not an error. That is a rocky mistake. You have green, you have even yellow. Congress is working fine because the only thing I tested now is my computer here or the computer, my sign in the, in the, and everything is wired. I don't know if there are another, I can check if there are another devices connected to other nodes, but you know, it's very frustrating. Let me see here. Let me see the cleaner.Search. Search one. See this one. Complex one. Let me see this one. Okay, all of the devices connected to wireless is connected to
14:00
Speaker 1
Okay. So the the cables are coming from the parent node that goes to the child nodes. Is this a straight connection or is there a switch in between or? Okay.
18:00
Speaker 2
My router, they are not connected to any node. That means those nodes are not behaving correctly. There is router one and that network metric should be the lowest. Straight connection. It's not any other device between the node one to node three is only below devices between them.
18:00
Speaker 1
I'm sure. What was that again, sir? Secure shell, you said? No, you can only manage the router through its web interface, not through SSH.
20:00
Speaker 2
Can I connect to an SSH, secure shell or something like that with the device? It's any way that connect to the device to use security shell or something like that? Because the interface, yeah, SSH. Because the UI is useless. [cough] It's very bad. It's very bad. It's very bad.
20:00
Speaker 1
So, did you happen to reset the nodes on your own? Yeah, then you reconfigured, and was it the same issue? Okay. [silence] The connection coming from the parent node that goes to the child node, does this go through the walls or like is this a built in connection?
21:00
Speaker 2
Quick time. Quick time, because I have these similarities, I need to reconfigure the whole network three times since 2014.
21:00
Speaker 1
The old telephone. Silent
22:00
Speaker 2
yeah. They can't hurt me. The cables are OK, but the machine at the top has a It's another cable in it. I switched cables because the system was not stable at all. Some is still not stable.
22:00
Speaker 1
Let's open the Linksys app again. Turn near phone. Go to the menu, the three bars. Let's go to Network administration diagnostics and then send another set of logs. You need to,
23:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. One more. Okay. John's 12. [silence]
23:00
Speaker 1
Elko. Yes. I'm still in. Yeah. So, yes, sir. I can hear you. Can you hear me?
24:00
Speaker 2
One second, I need to take this call. Hold on a piece. [silence] [silence] hello? [silence] I'm back. Can you hear me? can you hear me? hello?
24:00
Speaker 1
Hello. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] We always ask for logs. All right, can we do it? Can we do this? Can you can you unplug the child nodes, then plug them close to the parent node, then disconnect the cables, bring the child nodes close to the parent node? Plug them just with a power. And then I want to see if the child nodes will connect as a wireless child node, not as wired. well, what i'm seeing here in the logs is that the child nodes are not registering as child nodes. not unless if you set up the other nodes as a network on their own.
25:00
Speaker 2
uh i don't i don't my son is using the computer i'll disconnect him if i do that it's not any information in the log really i i i see the application i see the web and they say that it's not registered really it's that bad when i when i set up the node when i set up the node i put.
28:00
Speaker 1
So that's why I'm wondering. I'm wondering if you can bring the child notes close to the parent node. And then... I understand, too. We are troubleshooting. I'm not asking you to have the child nodes. So how can I be sure it's positioned right next to my parent node? [silence]
29:00
Speaker 2
other notes, I put by wire all the nodes and now they're all one by one. By wire, but because I want them to acknowledge that I am connected by wire. I did it that way because that was the suggested documentation I read in someplace in your end of pages. That is how I got that. And this one is not registered. But I don't want wireless. I want wire. Because wireless is a mess. Doesn't work. But... [silence]
29:00
Speaker 1
[silence] Wireless to the network, we are troubleshooting, sir. If you don't want to do it today, we can call you tomorrow. [silence] I'm telling you what I'm seeing here sharing the logs. The Chino notes are not registered.
30:00
Speaker 2
cambio esperen esperen Lucy no puedo quitar el internet no puedo quitar el internet porque estoy yo revisando unas cosas ahí ya fue bye ok eh un bien
31:00
Speaker 1
yes as well as the other child node div that's possible okay yeah plug it to the power
33:00
Speaker 2
Okay, you said the first node will connect wireless, right? Okay. Okay, starting. I bring the the two nodes. I should connect the second one. Okay. [ silence ]
33:00
Speaker 1
Okay. All right. Okay. So, let me know once the, other, no continuity, yeah, that's the same. Okay. Hello friend.
35:00
Speaker 2
Yeah Probably I'm probably with that person Let's see. I don't know. probably Let's see what the app says. Okay. The app says they are wire. And it's not. Both are red. Now. The app says that it's connected by wire and it's not connected by wire. Yeah. Okay. Two times. Okay. Second time. Okay.
36:00
Speaker 1
Not yet. And going back to the child nodes, by the way, sir, do they still have steady red light? And it's not wired into the parent node. Yeah. Yeah.
39:00
Speaker 2
OK. You go to love. no yet. Yes. no. indeed application is top sending the report.
39:00
Speaker 1
I think it's my tool so that's not loading the log.
40:00
Speaker 2
The second chance. Looks like it's a bigger report, because, take more time. Yeah, now it's...all right. [silence]
41:00
Speaker 1
my my tools here it's not working properly but it is what i suggest reduce here what they call us let's restart the per node like unplugged it to turn it off then plug it back after 30 seconds no worries i'll call you back if that happens
42:00
Speaker 2
Okay? [silence] Okay. I don't know if this call will be drop because it's connected with wireless and sometimes the call is going to the white time. Is this Okay?
42:00
Speaker 1
Yes. No, sir, just the parent node for now. You may now plug it back the parent node.
43:00
Speaker 2
now both child and red blinking because they don't have parent I should disconnect the the side note no okay I should disconnect the side note [silence]
43:00
Speaker 1
I'm sorry what what was that sir no sir know just appearance appeared the per Noah should be plugged back already you plug it back
44:00
Speaker 2
Hello, should I disconnect the child and also from plumber okay okay okay Okay Okay plug it back in blinking blue I don't know why they use a [silence] [silence]
44:00
Speaker 1
Which ones? Yeah, in. [silence]
45:00
Speaker 2
Yeah, you only have one light in this device. I used to like when you have different lights for connection, for internet, for Wi-Fi, or whatever. Because it's more useful. Now one light is blue, it's white. Okay, you can, you should trust that it's okay. But that is, they went from blue to white to red, and now they should go to white. I have internet in my machine. is connected by wire. [silence]
45:00
Speaker 1
To the parent node here. When you plug it back, what's, the behavior of the light on top of it? So the parent node is back to steady white. How about the child nodes? Both are white. Okay. Now, let's go back to the, LinkZy app.
46:00
Speaker 2
now it's white. uh the light was for blue blinking blue white red and white solid red on white. yes the shine know now both are white. yeah I don't know yeah okay
46:00
Speaker 1
And then send another shed of logs.
47:00
Speaker 2
Okay, let's go. No, it's wrong. Diagnosis one. Okay. Sanding sanding. Okay, great metal.
47:00
Speaker 1
Okay. The the child on the there still has a white light. Okay. [silence]
49:00
Speaker 2
Sankt, Oh Yes, both are what? I'm already losing my shit.
49:00
Speaker 1
Alright, so now that the child nodes have whitelist, uh, you may now un-plog them and then plug them back to where they were before. And then, uh, do not connect them wired yet to the parent note, just plug them to the power, let it sit and then wait for the whitelist in the location. [silence] All right let's wait for the white light okay
50:00
Speaker 2
Clicking blue. OK, they go white. Let me wait a second. They go white now. OK, I don't know what to do there. Okay. Let me put the second note now. Okay. Continue what you're doing. [silence]
53:00
Speaker 1
Sub-vehement.. Yeah. Okay, that's a BEYBELLOC.
55:00
Speaker 2
This chime I just this just connected blinking blue [silence] I'm going to find my key with that.
56:00
Speaker 1
Do we still have flashing red on the channel?
57:00
Speaker 2
It's new. It's lit. Okay. Now it's white. Now it's white.
57:00
Speaker 1
That's for the first Shell Node or the second? [silence]
59:00
Speaker 2
no, this one. Let me see the first one now. What this says? Okay. This is wired now. Let me see the links. Okay. Three nodes. Okay. They now. It's weird because we have three floors. In the in the in the lower layer is the router. In the the first the first node. And in the third level. Bye guys. [silence] Is this the last one and looks like unless I mess in the order. They are connecting, rooted third level, second level. I don't know. Let me should down that, the other nodes to see the step up. Let me see. So I'm going to do it again. you'll be a filmmaking, I filmmaking yeah. Damn. I don't want to die so I'm gonna have to fix him. I did not acknowledge that I should want to know. Yeah. Close application, open again. Okay. [silence] All right. Let's go. Okay. 43. You can't buy them anymore. Ya don't clap. You can't buy them anymore. Okay. I've not this way. Let's have one. [silence].
59:00
Speaker 1
[silence] the the nodes are still wireless right? [silence] and your devices are reconnecting to the Wi-Fi or [silence] okay. [silence] now now now my my tool isn't responding at the moment. [silence] so I i i i I i I [silence] I'm not sure why it hasn't shown the
66:00
Speaker 2
OK. Both nodes are wired now. And, uh, are connected, both nodes to the router. directly to Wi-Fi Yeah. No, I need to check it out. Let me see. You know, sometimes they, they change, the, the, [silence]
66:00
Speaker 1
Can I retrieve the logs? How much is it? Or what's the volume? Uh-huh. Hmm. So, that's why you. [silence]
67:00
Speaker 2
Okay. Here's why it's white, but the signal is very poor. It's not, it's not a good signal. Is it, is the second, the second mark is around 50% of the signal. The third one is 20, 25%. If I get any arc of 25% increase.
67:00
Speaker 1
Decided to connect the child nodes wired to the parent node. Mm-hmm. Nope. Okay. I see. Well, yeah, actually, you may now reconnect the cable to the child nodes.
68:00
Speaker 2
What's one reason that works the arena position I put the position of the in the middle of the node more uh near to the stair and they get better. Right better uh signal and the other one was you know it's like a zigzag between the stair and they get better signal but anyways the most stable don't well stable uh I am. OK. let me connect the cable let me connect first this one that is the first link and then we'll shoot that OK. O.K. O.K. I connected. Um, first. Let me see. OK. Oh, OK. Oh, OK. Now, the second one is connected by wire. Let me connect the second one. Let's connect the second one by wire. Connect that here. Um, here. Let me use the earbud. The earbud one. OK. And now, it's connected here. OK. it's gone.
68:00
Speaker 1
well uh that was what I've seen so far sir when I checked the logs the child nodes were not part of the network. so I think their their were changes applied to the the settings, but then the child node didn't adapt to it. So restarting the repair node seems to You have fixed that. And so I believe. Yeah. Uh huh. I'm sorry, what's happening? [silence] I can actually access it. [silence] You need to use a computer browser.
70:00
Speaker 2
the last time last time I saw that was, uh oh. but you know, you encourage to use the phone application and then you use the computer interface. And why? Why? and OK, let me see. OK, here, the same thing. OK, let's go to diagnostic. OK, is it? OK, diagnostic two initial blood. OK,
74:00
Speaker 1
I'm so where's this uh uh on the Web interface okay so when you go to troubleshooting
75:00
Speaker 2
I have the logs enabled and what I had, I had [silence] my IP, no, I went to drew a shot. [silence] I went [silence] yes, I went to the logs. [silence] I went to the logs. [silence] the logs, the only thing they tell me more or less is the connection that I had. [silence] No more, no less. [silence] When I go to hit open browser, they give me exactly the same logs that don't help me at all. [silence] Is there any other logs in the system?
75:00
Speaker 1
You go to, uh would it call? Diarygno- Diagnostic, right? Yeah. And then there's there's this button that says share router info with Linksys, when you click that, uh, yeah you can enter your email to that box to that, it'll send the logs to you. And then, can you, can you also uh, send a send the logs to us as well? Uh, the email should be customersupportat@Linksys.com.
76:00
Speaker 2
oh diagnostic Yeah. I said I had, I had ass to mind. Yeah. [silence]
76:00
Speaker 1
~Customer~: support. Yes. Yes. ~Agent~: Hello. Welcome to Center.
77:00
Speaker 2
okay. boost to now. everything together. support at lynx sys.com. support at lynx. the system is not clear. open. we. [silence]
77:00
Speaker 1
[silence] um sure what was that sir um sure what was that sir that calls for uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh
79:00
Speaker 2
They still have a lot score of calling to to you guys even that the cloud is disabled. There are well Call to to Linksys.com in the log there are lots called that the other guy told me the cloud connection is no longer in use and this is start doing calls to that is not even useful again but why is no connection
79:00
Speaker 1
So, did you receive the login that you sent to your email? Okay. okay uh yeah I just I just saw the the one you said [silence] Well, I check the back hole sir. So the other child node is connecting to the other child node and it's getting a signal that's beyond the acceptable tree threshold. But I think you're connecting it wired as well to the parent node or wired to the other child.
80:00
Speaker 2
Yeah, let me see. Yeah. Yeah. There's still, the application is still reporting that the third node is still connected by wireless and not for keyboard. That probably that is wrong. That's wrong information, but the problem here is the stability of the of the of the network. Now, when you manage to restart and take the time and plug and plug on, whatever, you have grace of time, probably they will work. But in some point, they stop working. And this, for example, when you are relaxing and looking at the TV, okay, the
83:00
Speaker 1
[silence] All right. So for the other child nodes that we have [silence] Yeah, so Yeah, well initially My goal was to have those child nodes connected to the network because from what I understand, those nodes have red line. So I thought it was not connected properly to the network. So, that's what I did first, which is where we are at now. But then for this other child note that's not recognizing the wire connection, try restarting that child note. Unplug it to turn it off and plug it back after 30 seconds [silence]
84:00
Speaker 2
You know? That's why I called you to know if there's something I can do to improve that, because it's not probably language development. It's not for me.
85:00
Speaker 1
silence Did it show it's a wired now? Sir? Okay. [silence] it have a white light now sir. [silence] Can you uh close the app completely and then reopen it. Okay, then uh let's do this instead. On the app, go to the menu, the three bars and upper left and then go to network administration.
89:00
Speaker 2
Yes, but the application continues says that is connected through the Wi-Fi. Okay, let's do that. Yeah, I normally do that because that the refresh button there and they are not I still reporting that is by wireless. Mm-hmm. Yeah.
92:00
Speaker 1
And then, if you scroll down, there's an option there to restart the nodes, the network. Yes. Yeah, do that. [silence]
93:00
Speaker 2
network or OK, that I can connect to the main router to the phone. I do that to this sometimes. That is also that I do, I don't know, how many in the month? Normally, on Mondays, Mondays, Mondays, I restart the router, the modem, restart the main router and do whatever they need to do to to start the week fresh. But every so sometimes I need to restart in the middle of the week. in the week. Sometimes no. Sometimes I have a week
93:00
Speaker 1
Well, you're not supposed to do that always, but, um, if you have older devices or you probably need to lower the security mode of the Wi-Fi and then also disable that, disable ML-O, which I think you already did with the previous technician. Yeah. [silence] did it show the wire connection this something. can you check if both ends of the cable are securely plugged in?
95:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] yes I'm sorry that it will that this color that this console that is connected through the wireless modem connect wireless yes I did that that is why I'm looking for my tester to [silence] Well, to do one check, but looks like someone asked me for them, I did not return them. Because they only thing that can be this. what activity? If no, go. That is something that the interface that they are supposed to have. Also network light, but they don't. Okay. Okay, that is something. That is something. Okay. Okay. A bit. Just a bit mesquite. eh yeah Okay. Let me see. Oh, wow. Oh, wow. Okay. Okay so, here is a fan. Voila. Okay good and good there all right check up that I think way society it's okay all right [silence] all right [silence]. Let me see. I probably shoulda left a longer gap here.
98:00
Speaker 1
[crowd chatter] all right, while you're doing that, I'm going to excuse myself for a minute, just stay on the line and let be back. All right. Uh, thank you. Just stay on the line.
106:00
Speaker 2
So we're going to work on figured bass, right? I mean, I mean, it's not a true figured bass. Let me show you. No, I mean, I'm going to work. I'm going to work.
108:00
Speaker 1
Those two I'm back. Cable issue okay. Nope. No connector. You don't have other cables Uh oh. [silence] [silence] [silence] [silence]
109:00
Speaker 2
I was so focused on the first one that I forgot how to do it. Let me see now. Let me see. This works now. I don't know why it's not working. Okay. Let me see. Let me do the test with the router. Okay. Let's go into here. Here. I'll connect here. Okay. Perfect. They're not working.
111:00
Speaker 1
Uh huh. Okay. Awesome. When we started earlier where the Carlos are red light it's not on the logs right now. Both nodes are I mean both Carlos are white light. It reflects on the logs and then you just confirm that both nodes are already wired. So with this setup the network should be more stable than what it was before. I think I think there was there was a mismatch to their configurations here. The Carlos didn't recognize the parent node and as you observed the Carlos should be a blue light when it's properly connected with the parent node. Already white light it the data correctly has been passed to it.
112:00
Speaker 2
Yeah. Yeah. Yeah, but at that status, why are they Nordstrom got, they know? They know. Do not appear. What's the reason for that? Because, you know, the other day was white. And I started behaving this weekend. That is kind of.
114:00
Speaker 1
the child nodes of red light. Uh, it became a- a- a rogue in the network. It's there but it's it's not really connecting to something. Uh, so, re starting the... uh... something like that here. Uh-oh. Yeah. But some sometimes, it's re-starting the peer node should-
115:00
Speaker 2
Oh, you think that one of the nodes thinks the other child nodes are the main, and you think that there's a loop of them and the main one was isolated or something like that. But it's weird because I make sure to use the yellow cable link always when I connect the master to the slave. But anyway, yeah, sometimes you restart the parent node and they get isolated and they decide to... [silence] Oh, you know what? Now, I, uh, okay. There are one configuration that is active. Now that we are talking about this, I don't know if it's on there Wi-Fi advanced. Let me see. Uh, there are two options that are active. One that's client steering that's supposed to be active because the client will be picking the best note in the area. And the other is node steering. Always connecting to another with a strong designer. But we are connected wirelessly which is not useful in that situation, right?
115:00
Speaker 1
Yeah, you can disable it. Uh huh. It could be.
117:00
Speaker 2
Yeah. Yeah, that, that guy, that little guy probably is the one that's creating the mess. This guy, because probably what is happening, is the main node gets offline, and they get confused in each other, and they claim the main node is the other child node, and they get a loop. Probably that one, that is the reason. Okay. Could be. Could be. Okay. Okay. Let me apply that. Okay. Let me see. So I see all the, okay. That is. That's okay. No wireless.
117:00
Speaker 1
Yeah, you can put it back to Auto. [silence]
118:00
Speaker 2
chat scam ok. Can I put the channel out this auto back? Or I should keep it thus that was, uh, two other and the other thing that was disabled was the a pie version six that, uh, okay. Yes. Oh, but to change the okay. Apply the okay. The other thing was where is the and the network, I believe.
118:00
Speaker 1
Yeah. Yeah you can enable it back.
119:00
Speaker 2
[KEEP_UNCERTAIN] iPad internet settings edit. here. I have the IP version six disabled. blah. here we start again. connectivity. internet settings. keep the version five suggestion on the other person disabled the IP version six for the internet connection. we keep that. I don't see too much value that because we are behind the modern.
119:00
Speaker 1
Yeah I'll just leave it that way. [silence] Wow
120:00
Speaker 2
Okay, the laptop is okay, the router is not any port forwarding and local management access [silence] application that layer gateway is therefore not [silence] No, I have not [silence] anything here, okay [silence] Yeah, that is the only thing I I [silence] missing. Okay Yeah that option to the to the notes [silence] probably is one of the true [silence] world makers. [silence] Okay, makes sense. [silence] Yeah. [silence] I don't haven't anything else. Okay. Okay, I hope it helps
121:00
Speaker 1
Which option? Oh, it's automatic, sir. If it's connected wired to another node. Okay. [silence]
123:00
Speaker 2
the latency, is it from the switch to, from the main node to cloud fire? The download latency is, wow, is 600. Wow, that's big. And the latency, download, is 61. That is a big, this is a big, big latency for internet, for fiber, uh. Let me try something, let me try something, let me connect through this to the, to the modem. Lets not blame Linksys to everything. Let me connect to the, I'm saying I don't have concast because concast is terrible. Infinity is probably the worst EP I have in my life. That is that is that is really really unstable network that is daily. It's crazy. The, the problem is that I - I word remotely, I know when the, when the network flick because I, on the computer, the whole day. That is the reason I know. It's not, you know, something that is, okay. Okay. There's there's something that is, you know, okay. Look at this. The the latency for downloads that was 600 when I connected directly to the modem, is 52. That is 10 times lower. It's not, it's not ideal. Because latency after 15 milliseconds is not good. At least for me. That is It's not a good latency. The and the current settings is bad, but when I connect it to the main node, I'm gonna connect it again and that probably is why the game behaves badly. Okay. Let's see again. What we do is the the router is supposed to get as close as possible to the modem. They don't should increase the latency. I think now it's better the second test. Let me see. Yep. Now it's much better. All right, I think that's the best performance.
126:00
Speaker 1
Well, uh, uh, actually, sure. Um, maybe it's not, like, something that would, you would really always observe when you're using the internet. So I suggests just leave it as it is. But if it's really an issue that you
131:00
Speaker 2
The only thing I can think is MTU. But that is something that's supposed to be dynamic depending on the packet. It's not something that needs to be fixed. I don't know what can be done to having less latency between both devices. Because it's almost 12 between 16 and 20 between two devices.
131:00
Speaker 1
We will always observe like it would greatly affect the network then uh, I think that's a time we look for solution to it. Uh, we don't have I don't have that option aside from MTU as you mentioned. There's MTU, uh, option when you go to connectivity on the interface and then uh, me as well. [silence]
132:00
Speaker 2
- Yeah. Yeah. Yeah. Yeah, I see that. That's only thing that - but I don't I don't like playing with that because that is so dynamic. Yeah, because when you set that as manual, uh I don't know sometimes. Unless AT&T having those [silence]
132:00
Speaker 1
yeah. yeah. we, we, we rarely, rarely, you know, adjust MTU. [silence]
133:00
Speaker 2
So fixed already in the model. And it's the only thing that can be useful. Is their fixed in the modern? You can fit it here and they communicate without any any calculations for empty use. That is the only thing, but it's crazy. Yeah, that is fancy. I don't I don't like it. I was I was like you, I was doing network for for a long, long time. That is why, you know, I told you all of the things. I was all by self because I do a network a long, long time. I know at least I know the basic of all of. [silence]
133:00
Speaker 1
Yeah, because, yeah, there was one time, sir, when Lincoln and Balkans were in a merger. There were one before. Yeah, I think that's what happened.
135:00
Speaker 2
okay, okay, let's, okay, let's keep it on does let's keep it on that let me do the last let let me do the test with, um, because probably Krber is can be also do you have any speed test? Well, the this this is the suggested speed test from from Liz. oh, let me let me let me see again, fast.com, fast.com.com and there. uh oh, let me see what the, when they finish. more info, .
136:00
Speaker 1
Well. [silence] Uh huh. [silence] Uh huh. [silence]
138:00
Speaker 2
Internet you are connected to the Wi-Fi okay when you use the internet sometimes the Wi-Fi also is down okay or when you are connected using the application they disconnect you and says okay you want to connect offline, man you already connected. Why I need to go and get the password from a they don't they I don't have use a get the password the copy and paste again they don't the other thing they don't save the password for security reasons but those in the black chain on the on the on iPhone it's working everyone do that even the bank do that. it's it's it's not so difficult to implement that and this application is basically the same application for Okay, why is this thing, okay, you need to publish a manual or not? Because this is, this is home, home security device this is not a company security device that probably need to, but even though all of your, of the Cisco CLL thing is is public they are one way or other because some people some people publish that some people reach probably they don't mean to be published publicly everybody closed system is not more secure the thing the people that think that the system are secure they are, you know, issuing a closed system and not secure. [silence]
139:00
Speaker 1
Hello. Huh. [silence] Thank you for [silence] Thank you so much for the day, Sir. Yeah, I understand. You're welcome. See you as well. Bye.
145:00