V2 Rubric Detail — 980a09e6-6fe7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 16:13
Duration
95m 50s
Contact
Terry Wiseman
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134627
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent used profanity ('Motherfuckers') during the call, which constitutes a critical discourtesy violation under the QA rubric.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The issue was fully resolved with all nodes online and customer confirming setup completion. However, the agent committed a critical failure by using profanity, violating communication standards. Technical inaccuracies in reset duration and LED behavior were also present, but the resolution outcome remains valid due to successful end-state restoration.

V1 Case Analysis

Customer moved WHW03 Velop system; app looped, LEDs solid red. Agent guided through multiple resets, eventually achieved solid green on all nodes, changed Wi-Fi name/password via web UI (192.168.1.1), and internet restored. Device confirmed end-of-life.

Troubleshooting Steps
  • Collected model number (WHW03) and created ticket (134627).
  • Guided customer through factory resets of parent and child nodes with inconsistent durations (15s, 20s, 30s).
  • Instructed 5-press method on parent node despite WHW03 being a 5-press compatible model.
  • Advised power-cycling and reconnecting laptop to temporary SSID.
  • Walked through web UI login (192.168.1.1) to change Wi-Fi name and password.
Key Observations
  • Agent provided incorrect support URL (support.Links.com) — a clear accuracy failure.
  • Agent falsely claimed to transfer to a secure line for payment processing, but no transfer occurred — a serious protocol and ethical violation.
  • Reset instructions were inconsistent and non-standard (15s, 20s, 30s) and included fabricated LED states (purple, magenta, grey) not documented for WHW03.
  • Despite multiple errors, the agent persisted and ultimately restored network functionality via the web interface.
  • Customer confirmed final resolution with all nodes green and internet working.
Positive Highlights
  • Persisted through multiple reset attempts until the network was restored, demonstrating determination.
  • Successfully guided the customer to access the router’s web interface at 192.168.1.1 and change Wi-Fi credentials.
  • Confirmed final network health with customer: all nodes solid green and internet working before closing the call.
Agent Errors / Gaps
  • Provided incorrect support URL: 'support.Links.com' at [09:00] — should be support.linksys.com.
  • Falsely claimed to transfer to a secure line for payment processing at [11:00]–[12:00], but no transfer occurred — violates PCI and protocol.
  • Collected credit card information without completing a secure transfer — serious protocol and compliance failure.
  • Advised inconsistent and non-standard reset durations: 15 seconds [06:00], 20 seconds [25:00], 30 seconds [55:00] — correct duration is 10–20 seconds per KB.
  • Misdescribed LED states: claimed 'solid purple' [15:00], 'magenta' [24:00], 'solid grey' [24:00] — WHW03 only uses blue, red, and white; no purple/grey states exist.
  • Failed to verify warranty status or collect serial number despite discussing paid support.
  • Repeatedly changed troubleshooting direction, causing excessive call length and customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at the end: 'they're all connected there all green and yeah I'm all set up' and 'I appreciate the help' — issue fully resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, asked about ISP and LED states, but gave inconsistent reset durations (15s, 20s, 30s) and repeated steps unnecessarily, indicating disorganized troubleshooting.
R3 Met Correct resolution path conf 95%
Agent continued troubleshooting despite out-of-warranty status, guiding through reset, web UI access, and reconfiguration — aligned with best-effort OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (app loop, solid red LED) and asked for model/ISP, but failed to systematically test WAN or DHCP status, relying on trial-and-error resets.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly directed customer to use local web interface (192.168.1.1) and default password — appropriate tools for configuration access.
T3 Not Met No misinformation conf 98%
Agent instructed 15–30 second reset holds (exceeding documented 10–20s), misstated LED colors (claimed 'solid grey' or 'magenta'), and incorrectly said app is discontinued — all contradict KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow and gave instructions, but frequent silences, unexplained delays, and loss of focus during personal conversation disrupted control.
C2 Not Met Confirmed understanding conf 95%
Agent used profanity ('Motherfuckers'), spoke over customer, and used inconsistent terminology (e.g., 'VLAN setup 194') without clarification, showing lack of adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and followed through on all steps until customer confirmed resolution.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: reset parent, connect via web UI, change Wi-Fi name/password, and deploy nodes one at a time — all confirmed by customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation and patience, but use of profanity and failure to acknowledge customer frustration reduced sincerity of empathy.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace despite customer confusion; continued with technical steps without checking understanding after key actions.
X3 Not Met Overall experience conf 95%
Customer repeated information multiple times and performed redundant resets (15s, 20s, 30s); agent did not consolidate steps or streamline process.
Call Transcript148 turns · 158 lines
Speaker 1
Oh my... fuck. Yeah, man. Oh... Oh... Oh... Oh, my God. Dude. [silence] Hi there. Hey, I have a Linksys Velop system and I'm, I've just moved from one house to another. I'm looking to reset it, but, but I'm getting, getting into a loop on the app.
00:00
Speaker 2
[silence] Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lnksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you?
00:00
Speaker 1
Where I set up the... the name of the the... I name the system. I put in my password. It goes, you know, goes through and it's checking the internet and then it sends me back to reset. Meaning it's doing this over and over and over again. So, I'm at a loss as to how to proceed. No, I was using the app. Yeah. The model number is WHW03. Do you need to see... 20.
01:00
Speaker 2
OK, I see. So did you not try like using the web user interface instead of uh relying on the app sir? OK. Um, how about with this one sir? Can you give me the model number and the serial number of your um linksys devices? Even just for the main one, I mean on the main one. OK, and the serial number.
01:00
Speaker 1
and I've read and that's OK, it's solid red right now. Yes, it is. Sure, it's, uh, Terry, T E R Y. Wiseman, W I S E M A N. Wiseman.Terry@ gmail.com. [silence] And I've read Um, I believe it is, uh, uhum. I believe it's frontier. One moment. Hey Alita, frontiers, our new internet provider, right? Frontier. Sorry. We have frontier, who I'm sorry, AT&T. Uhuh. [silence]
03:00
Speaker 2
[silence] [silence] Okay, AT&T. [silence] Okay, thank you so much, uh, let me just go ahead and create the record real quickwhere uh uh this one.
04:00
Speaker 1
speech OFF.
05:00
Speaker 2
okay thank you so much uh Sir Terry so the ticket number for this conversation is 1 3 4 6 2 7 uh-huh so all of them have the uh red LED light
05:00
Speaker 1
my dad and the others are blinking red like 12 seconds should I reset again okay [silence]
06:00
Speaker 2
in case it seems like you haven't reset the main one. So, how many times do I need to start and reset? You pressed the reset button on the parent node. Or on the main one that on. Okay. 12 seconds. Ah, yes, you should actually cuz the most ideal time for you to reset to the router should be at least 15 seconds and above. Depending on the situation of course, but yeah, how about you reset the main one, sir, for 15 seconds. So Press and hold the reset button.
06:00
Speaker 1
okay does it matter, on my router, I've got an option for a five gig and then and then obviously, uh, it looks like maybe maybe 2.4. uh, does it matter if I'm connected to five or 2.4? uh, yes.
07:00
Speaker 2
For a user, well, yes, it's actually much more ideal to be connected to the 5 gigahertz band, though it only covers small areas, but the speed is, not, yes, the speed is very good. However, there are some devices that are only capable of connecting to the 2.4 gigahertz band. Let's say, for example,
07:00
Speaker 1
yep okay yep yes we do it's not very bright but yes
08:00
Speaker 2
It hasn't expired on the router. That actually also means that we can no longer offer free technical support for this device. But we do have options that you can choose. So first one is you can visit the website of Linksys, that is support.Links.com. Ad and take advantage with the AI tool agent. The second option here is our paid connect service, that will cost you $[REDACTED_PAYMENT_DIGITS], that's one, five or [REDACTED_PAYMENT_DIGITS] So that [REDACTED_PAYMENT_DIGITS] will only last for an hour to have a technician over the phone walking you through all out the process. And if we happen to discover a certain, that the device is defective, there will be no replacement and no follow-up session. And also there will be no refund for the
09:00
Speaker 1
That's fine. No, no, you don't need to tell me. Sorry. Sorry, you don't need to tell me the third one. I'm I'm actually at work today, so I'm kind of in there's a bit of urgency. So is $15, is that something that that that allows me to would you walk me through this or do I have to wait for a call? How does that work? Okay. Okay, great. Thank you. Yeah, let's move forward with that. [silence]
10:00
Speaker 2
[silence]
10:00
Speaker 1
Okay. Great. Thank you. It's Terence. TERR-N-C-E. No E Terence T-E-R-R-E-N-C-E. And then there's the initial R as in Robert and then Wiseman.
11:00
Speaker 2
And now, before reprocess the fifteen dollar payment, sir, let me just, um, uh, transfer this call to our secured line so that none of your card information will be captured on the recording. Give me one moment. Okay. There you go. So the name on the card, sir, is under your name, Terry Weitzman. Okay, Terry.
11:00
Speaker 1
[silence] Sure. Did you say you were going to transfer me to a line or what's the deal? Okay. Okay. Okay, fair enough. Uh card number is [REDACTED_CARD_NUMBER].
12:00
Speaker 2
Okay, thank you so much. So and can you also [silence] please give me the card number? Uh, yeah. So I just actually transferred this course [silence] this conversation to our secure line so that none of your card information will be captured since the call is recorded for training and quality purposes. So that's why I need to move the call to another line where your D card information will not be recorded.
12:00
Speaker 1
09, 27, 95, 5. That's great.
13:00
Speaker 2
[a few seconds of silence] the receipt for this transaction will be sent to your email that's wiseman Harry at gmail.com.
13:00
Speaker 1
Okay thank you. I'm so I'm so nice to be here too. And can you please specify what the talk's gonna be yeah okay.
14:00
Speaker 2
if there is silence or, mhm. There you go. So, I just sent you the email, sir, for the copy of the receipt. And then, let me just put back the line to the recorded line. Okay. Thank you so much, as well, sir Terry. So, for this one, sir Terry, let's focus first on the parent node, or the one that is hooked up directly to the modem. So, since we are now having a
14:00
Speaker 1
Sorry, three times. Five times. Okay. Yeah. I'm still solid. [silence]
15:00
Speaker 2
a solid purple on this router. So, what I want you to do next, uh, is I want you to press its reset button four or five times. So, not too fast and not too slow. So do it like press, release, press, release, press, release. Five times. Yes. Uh-hmm. So the LED light on that parent node should start blinking after you do it.
15:00
Speaker 1
Should I repeat that? It's still solid. Repeating. silence yeah, it's still solid. Well, it's just solid yeah.
16:00
Speaker 2
Yes, sir. [silence] I'm sorry. [silence] You can absolutely repeat the process. [silence] press and release, press and release, press and release. [silence] it's not responding? [silence]
16:00
Speaker 1
Yes. Just give me one moment please. [silence] Okay. I have my
17:00
Speaker 2
Sir, do you have an available laptop or iPad that maybe we can use?
17:00
Speaker 1
[silence] You know, I was seeing it earlier. I don't see it right now. I mean, I certainly thought when I was first setting this up, but I cannot see it now, which is not surprising, right? Because yeah, I'm not being.
18:00
Speaker 2
Okay, that's perfect. And just to make sure, you don't have any active VPN on this laptop, sir. Okay, that's good. So, sir, can you connect this laptop to the default Wi-Fi name of your WHW03? That should be under setup194. [ sound of typing ]
18:00
Speaker 1
I wonder if I should try and use a different mother mode. Maybe this, maybe this one in particular is.
19:00
Speaker 2
[silence] ah I, uh yes, sir. You can absolutely do it. Um how about with this one? So, remove the parent node. move it aside and then use the child node. And then after that, sir, can you turn off the other three? and then let's focus first on the main one. Turn the other router off. Yes, the parent node should be connected to the internet port. Okay.
19:00
Speaker 1
actually it's it's sorry sorry it's pulsing right now pulsing purple okay um okay it's it was pulse now it's flashing red now it's sorry now it's green okay yeah now it's green you want me to reset
20:00
Speaker 2
So, maybe it's still booting up later on. Okay. Okay. Okay, uh, please reset this new parent node, sir. I'm sorry. Um, no, sir. Uh, please observe it first, sir.
20:00
Speaker 1
in this case, now it's red. Okay. A solid purple. [silence]
21:00
Speaker 2
Give it a minute. if it's still thought, if it still is. There we are. Okay. Now, sis, I want you to reset this uh, new parent node, so, if you'll. And do it for 15 seconds. Okay? Press and hold its reset button. Okay. We now have a.
21:00
Speaker 1
Blasting purple. I guess this is part of the reset process. Is that correct? Mm-hmm. Okay.
22:00
Speaker 2
Now have the solid purple again. [silence]
22:00
Speaker 1
Okay. Okay, good, thank you. It's now seeing on my phone, it's seeing the Velop setup 7D0 and I've got a solid red. It's a solid red, but I can see the network, I can see the, uh, like I said, underscore Velop setup 7D0 on my phone, so it's available, I think it's available to connect. [silence]
23:00
Speaker 2
on this new parent, let's just give it some time. [silence] Okay. Thank you so much as well. [silence] Is it is it like something red or lighter than red? [silence] Okay, um, it should not be solid purple.
23:00
Speaker 1
No, it's red. Yeah, sorry, it's solid red. Yeah, go ahead. What color should it be? Now. That's correct.
24:00
Speaker 2
I mean, it should not be solid red. It should be solid grey. I'll. OK. Let's give it some time. Let's try giving it a minute. Purple. Or maybe something like magenta. It's still solid red. Okay, uh, sir, can you, can you reset this, uh, new parent node again? But for this time, I want you to press and hold its reset button for 20 minutes instead of, um, yeah, 20 seconds instead of 15 seconds. So, uh, present, hold this reset button for 20 seconds instead of 15. So, uh, please don't let go of the reset button, um, sir Terry, if it's not yet 20 seconds. Thank you.
24:00
Speaker 1
[7 Transcribe this audio from the left channel.
26:00
Speaker 2
Okay. Okay. So let's just give it some time. [silence]
26:00
Speaker 1
Solid blue. Yes. Ah, yes. One moment.
28:00
Speaker 2
okay. Sir, what LED light is showing on the parent node? Sir, it's, it's showing solid blue. So, um, sir, can you connect to its network. Sir, the Velo--> Velop a setup 70 show. Okay. Connect the laptop. Sir, Please.
28:00
Speaker 1
And then use the password associated to the machine, I guess is that correct? [silence] [silence] [silence] Uh, log on using the password. [silence] [silence] [silence] Yeah. Just connecting.
29:00
Speaker 2
I'm sorry. Yes, sir. You log use the password that you can see underneath. This router.
29:00
Speaker 1
Hmm. It's taking a long time to connect. Aye. Hell. Meh. Beep. Beep. Beep. Beep. Meow. Meow, meow, meow.
30:00
Speaker 2
Laptop is still trying to connect to the network, sir. OK. OK, your phone is connected. Uh-huh.
31:00
Speaker 1
[silence] Sure.
32:00
Speaker 2
Okay, can we make sure, sir, that we enter the right password because it's actually key sensitive.
32:00
Speaker 1
It says, uh, it says no Internet and then says secured. Correct. The browser's open. Yeah. Yeah. Okay.
33:00
Speaker 2
Okay, and that's what you can see on the laptop, correct? [silence] Okay. Um, it's okay though, it's saying "no Internet" So now that the laptop is connected, uh, Sir, can you, please open a browser, please? Okay. And then on the URL bar, uh, please type in, let's try the default IP address.
33:00
Speaker 1
Do you see any, or does it need you? Yes. No, and I've got there are two QR codes. They're two QR codes prompting me to download the app.
34:00
Speaker 2
Mhm. and then just press ENTER from your keyboard. Mhm. okay um can you scroll down a little bit and tell me if you can see the option uh that says continue to link to Linksys Smart Wi-Fi. uh can you see the two phone images on the right side? I mean on the left side, I'm sorry. okay can uh uh okay. Uh okay, sorry, can you click or can you double left-click the two phones?
34:00
Speaker 1
Yeah. Yes. It's redirecting. You know, okay. So this VLAN setup 194 is the password that it's allowing me access is from the other master or parent. But let me just try this. Does that make sense? Each, Oh yeah. Yes, I'm sorry. Go ahead. [silence]
35:00
Speaker 2
OK. After you click, it's now reloading and it will bring you to the page where you need to log in using the router password or access router after that load will pop up. And did you, did you, I'm sorry. I'm sorry, sorry.
35:00
Speaker 1
the router password what is that okay so my password is good is okay let me try this Oh je Suzanna get me a meal
36:00
Speaker 2
Hi, sir. Sure, uh, please go ahead. Uh, sir. Uh-huh.
36:00
Speaker 1
Yeah, sorry man. This is uh, something's not, something's squirrelly here. I'm not sure what's going on. Um, one moment, one moment, one moment. Well, excuse me, sir. Excuse me, one moment, please. Yeah, now I, yeah. Hang on, hang on. I, hang on. Sorry, it keeps it, so I've got a it keeps it trying to connect to the router uh rather than the extranscribe.
37:00
Speaker 2
Okay. Um, start, sorry, can you confirm? Please. One. Um, there's a escalator in the hall.
37:00
Speaker 1
I'm extender. Um, and it's telling me, right? So, in the Velop setup 194, it's telling me it cannot connect to this network. So, I'm very confused about what's going on. I'm trying to follow here, but I'm not uh not getting any uh
38:00
Speaker 2
okay um just to make sure sir did you turn off the previous parent node or the other links routers do you have a side okay so yeah so since this network name or the underscore velope setup 194 is showing since um it was actually saved directly to your
38:00
Speaker 1
No, it is not. It's not connected to that one. Yeah. No, it's val it Velop setup 194. Do I need to give you the new serial number for Yeah, see, it's not seeing. So, okay, here's what's going on, right? It's not seeing the new parent. It's only seeing the let's call it the old parent. Right, so the old parent was, um,
39:00
Speaker 2
laptop now what you need to make sure here is the laptop should be connected on the SSID setup 7D0 since that is the wifi name of the new parent node can you check from the wifi settings of your laptop cerene if the SSID setup 7d0 is visible
39:00
Speaker 1
I'm sorry, let me, let me, let me clarify. The old paint was Velop set up 194. The new paint is Velop set up 7D0. And I'm not see, it's not seeing that one. Yeah, yes, very faint, but yes, it is. Almost purplish. Yeah, it's not a bright blue. It's not the typical bright blue thing.
40:00
Speaker 2
um yeah yeah uh - huh uh - huh Okay but the new parent node, sir the LED light is solid blue. Okay like a tell something like a cyan or teal. Okay Okay almost purplish. Okay Okay, Sir, um, how about with this one, Sir Tarek? Can you press it's reset button for five?
40:00
Speaker 1
five times of change.
41:00
Speaker 2
time the new apparent so circumcises reset button for five times like press release press release. Mm-hmm. So, the LED started pulsing or flashing. [silence]
41:00
Speaker 1
Well, well, I I I I just I just unplugged that and now I don't see any I don't see any VLUP. uh Wi-Fi. New parent node is on and it's got a light purple, uh light. Yeah, no, that's what I'm seeing. Yeah, I no, that's what I'm seeing. Yeah, that's what I'm seeing.
42:00
Speaker 2
has changed. So us sir can we go back to your laptop and uh it is connected to the underscore develop setup. uh 194, right? You mentioned earlier. Uh, okay. Uh but right now sir the new parent node is on. Light okay light purple L.E.D. Um can we go back to your laptop sir and can we connect yourself your laptop to the underscore develop setup. setup network. Though it is 70 or 194.
42:00
Speaker 1
It's not seeing it. And my phone is not seeing it either. So I think we might need to go back and do the reset. The entire reset again, is that accurate? [silence]
43:00
Speaker 2
Yeah. Sir, you can do it again, Sir. Please.
43:00
Speaker 1
funny, just to reset it. just to reset, you know, it, it. It's almost like it's it's. they're not resetting very easily I guess. I'm not sure what my question is, but. I think I do. Yes. I have AT&T now. I believe I had Frontier before. Yes. I think it's mm-hmm. I think the so I've just as you asked I powered off and now I'm pressing.
44:00
Speaker 2
The one that you have, the WHW 034 sir. So, it's actually like one of our routers that is already end of life. So, what actually means on this one is this router is no longer receiving any update. However, since they are actually working before, on your previous address. So, there should be no problem at all. And just to confirm as well, sir. You have a different provider or internet provider from your previous address to the new one, correct? Correct? And okay. Sorry.
45:00
Speaker 1
I think, I think it may be responding. okay, yeah, I just set it, it, and now I've got a solid blue again.
46:00
Speaker 2
okay mm, so, uh, yeah. so if you actually have a different Internet service provider cert history from your previous location to the your new location, then the reset process is really required because we need to reconfigure this router. so yes sir. so right now, uh, please let me know sir if there is a change or there is a uh, if the LED or the router is now responding. Uh, can you can we go back to your laptop again sir and see if the _velope set of seven Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] And is now visible. Can you turn off the Wi-Fi first, sir, from your laptop's Wi-Fi settings and then turn it back on? [silence]
46:00
Speaker 1
Yeah, no, not seeing anything. Either on my phone or on my laptop. No, that's not right. Correct? Yes.
48:00
Speaker 2
like. it's not really, showing, sir? okay. but the LED light, sir of the new parent is it, still solid blue? [silence]
48:00
Speaker 1
How about this? Why don't I try one of the other, uh, units. These are these are slightly newer. The other two. Great. Thank you. [silence]
49:00
Speaker 2
How about this one, sir? Cause I'll be going to check on something here on to our laboratory. Can you give me about three to five minutes just to test something on our laboratory? Then I'll get back to you, okay? Thank You so much. Okay. Um, hello, sir, Terry? Yeah, thank you so much, by the way, Sir Terry, for patiently waiting on the line. So I did, uh, double check everything here. So, um, what I want you to do, uh, now,
49:00
Speaker 1
yes
55:00
Speaker 2
sure minister and can you reset again this new parent node sir but this time not only for 20 seconds but uh please try resetting this new parent node for 30 seconds so press and hold this reset button for 30 seconds sir maybe this was the uh wait a minute sir so you can see your your previous wifi name when you plug in the third one correct. Oh, you just reset the router
55:00
Speaker 1
Yeah. Yeah, it's flashing blue. Okay. Okay. I think it sees it. Yep, it sees it. My phone sees it. Solid purple, my phone sees the. My phone sees the network and the machine is solid purple. Sorry, you're speaking over me.
56:00
Speaker 2
Okay. I see. So yeah, let's uh wait for it. It should be solid purple after a few moments. I'm sorry, the default voice and I'm sorry. I'm so sorry. So, I uh, yeah, so it's uh self.
56:00
Speaker 1
Yeah, it is, it's like a white. Oh, that might be the case. I'm not sure. Okay. Okay. Yes, I'm seeing a green color. Solid green.
57:00
Speaker 2
It was not the original parent server? That you have before from your previous address? Okay, I see but or So right now, let's just observe the The first I mean the parent node that we are trying to set up right now. So After a few After a few minutes, cuz that should uh take for 2 to 3 minutes, sir? And then after that, we should be seeing a Teal Green color or Solid Green Or might be blue. Okay, and the phone is still connected to the Wi-Fi network of this parent shield, right? [silence]
58:00
Speaker 1
uh, I'm connecting right now, and I'm putting in the password from the machine. Yeah, it looks like I'm connected. Yep, um, I'm connected.
59:00
Speaker 2
Okay. Okay. Let me know once you're connected. You're connected. Can you try, uh, testing, sir, if the internet is working? How about you run a speed test or open a browser, something like that?
59:00
Speaker 1
[KEEP_UNCERTAIN] Yes, I'm confirming. I have connection. One is on, let me do the other two. Oh, okay. Let's... So, uh, uh, It's the further than three or four times, it was supposed to... So, I'm not sure why I said it or why I copied this. So, I'm just, like, confirming what it said, but I don't think it's that. So, I'm just saying, I don't know what I was. Is that the first? Yeah. Um, one is on, let me do the other two. The moment of it, I'm just midway. Is that? Um, one is on. And it was supposed to be the first. Then the other one was gonna be on. I'm telling. Um, one, uh, is on. Let me do the other two. [silence]
60:00
Speaker 2
can you confirm the internet is working okay you have an internet connection so right now sir uh can you turn on the other three routers So they oh yes sir but uh before you turn on the other two sir they should be only three feet away from the parent okay uh huh
60:00
Speaker 1
Feed, that a problem? Uh, yes it is. I, uh, what I was, where I was, what I was gonna say was I could move it closer by getting an extension cord. Okay. Yeah, just give me a sec. and I'm gonna get an extension cord. I'll just be, like, two minutes. [silence]
61:00
Speaker 2
It's not gonna be a problem, but that child node may take a little while to be added on the network. Would that be okay? It may uh Okay. You can do it, sir. And then after, sir, if they are, I'm sorry. Uh, yeah, sure. I'm [silence]
61:00
Speaker 1
Okay, back again. Sorry, just uh organizing myself here. Okay. I've got 3 of them adjacent to one another. They're sort of a mother pair of plants.
63:00
Speaker 2
Okay. So, uh, let's wait for it to uh, boot up. And then once the boot up process is done, sir, like if they are flashing red or they are staying on blue, what I want you to do next again here, sir, is I want you to reset all these three.
64:00
Speaker 1
Okay. Okay. So, am I correct in assuming that maybe part of the problem here is that I was trying to set up this network with a node that wasn't apparent before and it caused some issue?
65:00
Speaker 2
remaining child nodes. So press and hold the reset button of each of this child node for 15 seconds because we should be seeing solid purple for all of this three, since the parent has been already restored its internet. [silence] um
65:00
Speaker 1
Yes.
66:00
Speaker 2
not [silence] actually sir, [silence] uh, the first [silence] thing or the first problem that you encounter, [silence] uh the moment that you uh call us, since you mentioned that [silence] you were trying to set it up earlier, [silence] and the error message was saying, router was not detected. [silence] So, since the app that you are using, sir, it was still registered under the previous parent. [silence] So, it will really not going to recognize the other router as a new parent, since the parent was not yet, [silence] yes, since the parent earlier, sir, was not yet reset it. [silence] So, the app is still connected to the previous parent that you were using from your previous address. [silence]
66:00
Speaker 1
Normally will go into a process doing the second one now. Okay. Good. Thank you. No, I had actually I've got two that are two black ones that are older and I've got two white ones which are version two, I think it says so um and the the parents that I currently have now was one of the version two routers.
67:00
Speaker 2
And then. Yes, sir. Thank you so much. And then after that, then we can then again customize your WiFi name to the one that you have before. By the way, sir. Like, did you purchase all of this router? Did they come together inside a box? Like all this for or.
67:00
Speaker 1
So, to answer your question, I bought, I bought, that's correct. That's, and to answer your question, they came in two separate boxes, two separate purchases. So, one of the black ones that I just reset is just got a solid red. Uh, the white one is, looks like it's going through a reset, but it's, it's solid red as well now. That, well, it's solid red. Call it the version.
68:00
Speaker 2
one. uh you and that's the the white one. okay I see. uh and how about the other crusher? it's still in the process.
68:00
Speaker 1
in solid red the version two child and the other black one is is in the process okay okay I'm gonna turn it off as well and then turn it back on and reset [silence]
69:00
Speaker 2
Okay, um, if it's still showing solid red, sir, uh, can you reset first, sir, the, uh, you know, again, the version 2 or the white one? Reset the whithe she node first. Ah, yeah, you can, uh, you can actually do like
69:00
Speaker 1
It's getting a pulsing blue right now. Purple. No, it's pulsing purple. Oh, now it's red. Let me reset. Hang on. Sorry. That was just, that was just, I powered it off. I'm going to reset it.
71:00
Speaker 2
the version 2 router sir is on solid purple. oh okay. I'm sorry. [silence] and version three routers have been filtered using for quite some time. other plugin are mostly universal version one index and Windows Explorer version 2 is not present. mo's got issues as of 2021 June. Perhaps this video discussion explain it through and through.
71:00
Speaker 1
Yeah, the other one is, yeah, I just reset, I turned it off and I reset it. They're all, they all have solid red lights. For some reason they're not connecting. Um, yeah, no it is, sorry they're all, yeah I guess it is solid purple, yeah. Yes. [silence]
74:00
Speaker 2
none of them is on solid purple. okay, um, assuming, sir, that they are all in solid purple, uh, can you go back to the parent node, please? okay, and then on the parent node, i want you to press again, um, its reset button for five times.
74:00
Speaker 1
OK. Ok., OK, it's flashing white. Now it's solid green. One of my, one of them is flashing.
75:00
Speaker 2
[silence] Okay. It's solid green. Try to observe those child nodes, sir, if they are also or if one of them is now flashing. Okay. So let's wait for it because that process may actually take for about...
75:00
Speaker 1
Okay.
76:00
Speaker 2
About two to three minutes for each of the childnode to be added on the network. So, approximately, that will take about nine minutes. Okay, that's a good sign. Uh let's just wait for it. I'm from the Philippines, sir. Umawally. Oh. Like, uh, did you just uh visit here for like uh some business trip?
76:00
Speaker 1
Yes, exactly. I've been to, uh, I think I've, I think I've been to Mindanao. I'm not sure, I can't remember now, but Mindanao is beautiful, right? All of the Philippines is beautiful. Hmm, interesting. Very nice. And it's very late there. Now, is it 13 hours difference from maybe there abouts? Maybe 2:00. Yeah, 13 hours. Okay. They're okay. We've got one. It looks like one is connected. It's got a solid green. The other two are still flashing. I think this is positive. Okay. Okay. The other one is blue.
77:00
Speaker 2
Motherfuckers. Yeah, 15. In just, uh, in one city. [silence] Uh, maybe. Um, right now, it's 1:31 AM. Yeah, 30 hour difference. Okay. That's it. [silence] Yeah, so that process, yeah, so it will going to add those child node one at a time, so, uh, let's just wait for it and give it some time. Thank you so much, by the way. Thank you.
78:00
Speaker 1
Yeah, no, my pleasure. Uh, well, no, not at all. Thank you for sharing that. And it, it looks like they're all green. Oh, okay. Um, yeah, yeah, you're right. It's cycling right now.
79:00
Speaker 2
Sir, thank you so much, by the way. yeah. Yeah, yes. Um let's give it at least a minute. before yeah I guess. the normal LED light behavior of those router, when they gone back to green, after like few seconds, they will turn back to red and then after that, it will gone back to green. So, let's just give it some time for it to really recognize the Internet connection from the parents. Yes. And then, uh while we are waiting for the, [silence]
79:00
Speaker 1
Okay. Yeah. Okay. Yeah. [silence] will be at 7:30, yeah. [mumbling].
80:00
Speaker 2
Those child nodes are, can we go back to your laptop please? and then can you connect this laptop to the network of the original parent? [noise]
80:00
Speaker 1
Okay. Good news, they're all green, and I've connected to the parent. Yep. Yeah. Yeah. Yeah. It's- Okay.
81:00
Speaker 2
Okay Um sir, can you go back again to the Linksys web browser interface? So open a browser and then type in on the URL bar the 192 168 1 1 and then just press enter and then you you will you are going to see the same thing so just double click again the two phones.
81:00
Speaker 1
It says a site can't be reached. Let me, let me try again here. Sorry, it was one six eight one nine two. Yeah. Yeah, it's taking a long time to access. I'm not sure why. No, it says it, it says, hey, getting a message. Site can't be reached. Took too long to respond. When it shows all this is.
82:00
Speaker 2
Yeah, 192.168. Yeah, 192.168.1.1. So, once you are already on the page, sir, where you need to put in the access router or the router password, let me know, okay? Oh, okay. How about
82:00
Speaker 1
Sure. [silence] Okay. And it's getting a warning by one. yeah, blah. blah. yeah. yeah. yeah. Sorry, it's asking for the route, sorry, it's asking for the router password. All lowercase. Okay. I'm in.
83:00
Speaker 2
[silence]
84:00
Speaker 1
Yes, that's correct. Yes, I can. Yeah. Yeah, no, I can see it all. Yes, go ahead. Yes. Then change the names here, is that correct? Okay. Why do I have? Oh, okay. That's fine.
85:00
Speaker 2
Or the 7 or 6 Box? Okay. Uh Sir, on the left side. I'm sorry. Okay. Okay. So on the left side, Sir. Um on the second to the last option, that, uh, that should be the wifi settings. Kindly, tap on it. Okay. After you tap it, this is the page where you can customize the wifi name and password. Uh-huh. So, after you put in Sir your preferred wifi name and password for each band, [silence]
85:00
Speaker 1
Why do I have two 5G Hertz bands? Uh, what's the purpose behind that? [silence] Okay.
86:00
Speaker 2
Don't forget to hit on apply and then okay. so that the changes that you made will be uh saved up okay. Ah, yeah. You this router that you have, sir, it actually has a tri- band network. So it has one 2.4 and it has two five GHz. That's five GHz one and five GHz two. Now, for the not not going to be congested, if you have like, let's say multiple devices, laptop, phone, so those other laptop can be connected to the other five GHz band. and your cell phone can be connected to the other. So you can have a better Wi-Fi experience.
86:00
Speaker 1
I see. Um. Okay. Uh, avoid congestion. Okay. Sounds good. Uh, Just applying the settings. Uh, it's taking a little time to um, uh, It's spinning. Oh sorry, the child the child router's gonna be with a little flashing red.
87:00
Speaker 2
[silence] yeah, that's normal, sir. Since they are also applying the changes that you made to the parents. So after you hit an applicant and press all of the things that before continuing the process, the phone and the laptop will also be disconnected to the to the network. If you can notice it.
87:00
Speaker 1
Yes, that's right. Okay, so, so the link, yeah. So on my, uh, laptop, it's, it's just, I've got a, a spinning icon says waiting. Uh, all the, uh, all the routers went through the process of applying the changes. They have solid green lines now. Do I need to reconnect? [silence] Yes, and then use the old parent, uh, password? [silence] No, I didn't. I needed to do that. [silence]
88:00
Speaker 2
Yeah, so give it some time. I'm sorry.
88:00
Speaker 1
I should have changed the password on that thing.
89:00
Speaker 2
Once you're done, sir, um, and, yeah, you also, but first, before you can go back to the router settings, the laptop should be connected again. So yes, you need to use the password from the parent. [silence] Ah, yeah, you can actually change everything, like, you know, the name and the password, all in one there, actually, but yeah. [silence] you
89:00
Speaker 1
[silence]
90:00
Speaker 2
uhm so let me know sir if you're done uh changing the uh the WiWi password and also if um all of them are gone back to solid green okay
90:00
Speaker 1
parents has gone, solid and the and the the the child nodes are flashing red cycling. yes
92:00
Speaker 2
Okay, so, yeah, they're still, uh, uh, applying the changes, but, uh, sir, can you try to go back to your laptop and see if you can, uh, reconnect this laptop to the network using the wifi name and the wifi password that you created. [ silence ]
92:00
Speaker 1
Uh, hang on, I've gotta put in my new password. Oh, I've got it. Yes, now I'm connected. [silence] [silence]
93:00
Speaker 2
Okay. so the laptop screen is connected to the life, I'm sorry. Okay. Okay. So you are connected. And also, by the way, sir Terry, regarding with the link sys app, so there is actually an update sir that the link sys app may not actually going to work anymore. For this one, for the update. So you can only access the router settings through your link sys routers using the web browser interface.
93:00
Speaker 1
okay I just deleted it Hold on. Awesome. Yes, no, they're all connected there all green and yeah I'm all set up. Hey really appreciate your patience as well. I know it wasn't I think part of it was you.
94:00
Speaker 2
Face and while you are connected to your network so the remote access for this routers has been removed and the app was actually also be affected that we might no longer or we can no longer use the app as well and yes so cert 31 all of the child nodes gone back to solid green and since you have successfully changed the Wi-Fi name and password then that is now then the time sir that you can deploy them to your preferred location. Yeah uh huh. Okay. You too. And uh cert.
94:00
Speaker 1
Okay. Okay, thank you. I appreciate that. Awesome. Thank you very much. I appreciate the help. You too. Bye bye.
95:00
Speaker 2
And another thing, sir Terry, so deploying in the process of deploying the child node, please do it like one at a time, sir, okay? Like wait for the first child node to be solid green, then after that, then you can proceed to the second and then to the third one, okay? All right. So and I'll be also sending you an email, sir, with some other troubleshooting instructions that might be helpful. See you in the future, okay? Okay. Same here. Thank you so much. Have a good one. Bye bye for now. [silence]
95:00