V2 Rubric Detail — 98aa4f7c-73b2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:03
Duration
79m 27s
Contact
Nicholas Bandarenko
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135114
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.38/5
Technical5.00/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall77.2% (+21.2)

V2 Grader Summary

The agent achieved a full resolution by restoring mesh functionality and reconfiguring Wi-Fi, using correct technical procedures. However, the failure to verify warranty status before demanding payment downgrades R3 to Partially Met. Communication and empathy were adequate but not proactive, and no escalation was needed or performed.

V1 Case Analysis

Mesh nodes not pairing post-outage; performed factory resets, 5-press pairing on WHW03 parent, updated SSID/password via 192.168.1.1; network restored.

Troubleshooting Steps
  • Power-cycled and factory-reset each node.
  • Used 5-press reset on WHW03 parent node to initiate pairing.
  • Verified node LED status (solid blue/green vs red).
  • Accessed router UI at 192.168.1.1, logged in, changed SSID and password.
Key Observations
  • Agent offered paid support before confirming warranty or attempting basic troubleshooting.
  • Agent provided an incorrect router URL ("192.168.1.1.1") and confusing UI navigation steps ("CA" button).
  • Call was long, with many silences and unclear instructions, resulting in poor communication and efficiency.
  • Agent correctly applied the 5-press method on a WHW03, which is valid per KB.
Positive Highlights
  • Correctly identified device as WHW03 and serial number OJ10C67719964 at [23:00]-[24:00], enabling accurate support.
  • Applied the 5-press pairing method correctly on the WHW03 parent node at [29:00], which is valid per universal_5press_models.md.
  • Successfully restored Wi-Fi connectivity and node operation, confirming internet access at [49:00].
  • Guided customer through changing SSID and password via local web interface, resulting in a functional network.
  • Provided correct post-pairing advice to relocate nodes one at a time after stabilization at [60:00].
Agent Errors / Gaps
  • Offered paid support at [07:00] before confirming warranty status or attempting any troubleshooting, violating protocol for out-of-warranty pathing.
  • Provided invalid router address '192.168.1.1.1' at [51:00], which does not exist; correct URL is 192.168.1.1.
  • Gave confusing and incorrect UI navigation: instructed customer to click 'CA' at [52:00], which is not a valid button or menu in WHW03 interface.
  • Failed to acknowledge customer frustration or set clear expectations, leading to poor communication.
  • Repeatedly asked for the same information without confirming results, causing inefficient loops (e.g., LED status checks at [22:00], [32:00], [37:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed being online, connected to new Wi-Fi name, and able to browse after configuration changes.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through factory resets, 5-press pairing, LED status checks, web UI login, and Wi-Fi reconfiguration — all relevant and sequential steps.
R3 Partially Met Correct resolution path conf 80%
Agent asked for paid support before confirming warranty status, but proceeded with full troubleshooting once payment was secured; no warranty verification shown.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (nodes not connecting, red lights), asked for LED status, serial number, and Wi-Fi visibility, then followed a logical reset-and-pair sequence to restore connectivity.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly used physical reset, 5-press method, and local web interface (192.168.1.1) — all appropriate tools for mesh node recovery and configuration.
T3 Met No misinformation conf 95%
Instructions for reset, 5-press, default IP (192.168.1.1), admin password (admin), and Wi-Fi settings were accurate for WHW03/Velop system.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but failed to frame the session, had long unexplained silences, and unclear transitions (e.g., no explanation of why 5-press was needed).
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms without simplification, repeated steps without confirming understanding, and speech clarity issues (e.g., 'CA' instead of 'Wi-Fi settings') caused confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 75%
Agent advised relocating nodes and waiting for solid blue, but gave no timeline or follow-up commitment; customer left without callback or post-resolution check.
O3 Partially Met Closure confirmation conf 70%
Agent noted prior paid interaction and customer’s history, but did not reference prior fixes or configurations — treated as new setup rather than continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred 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 80%
Agent thanked customer for patience late in call but did not acknowledge frustration or repeated effort early on; minimal empathy shown despite customer’s expressed stress about time limit.
X2 Partially Met Tone & rapport conf 75%
Agent maintained pace but did not adapt tone to customer’s urgency or confusion; continued technical instructions without checking emotional state or comprehension.
X3 Partially Met Overall experience conf 75%
Customer repeated resets and waited through multiple LED cycles; agent could have streamlined by confirming node states more efficiently or offering remote diagnostics if available.
Call Transcript103 turns · 127 lines
Speaker 1
I
00:00
Speaker 2
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your LinkSys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our A.I. powered Support bot at support.linksys.com.
00:00
Speaker 1
A. Thank you so much. Good morning. My name is Nick. What is your name? Hi. [silence] Trish? Did I get that right? [silence] T-R-I-S-H or Chris?
01:00
Speaker 2
you can also connect with other users for tips and guidance at r slash link sys thank you so much for calling link sys. I'm Javina Hallos. morning Nick. uh my name is Dwarsh b yes
01:00
Speaker 1
Can you repeat your name?
02:00
Speaker 2
How can I help you, Nick? Uh, sure. Uh, so that's D-R-E-H. Um. Okay.
02:00
Speaker 1
[] We have to reprogam the parent node after a serial reboot of the ONT and the EEROES. And then we put the parent node in. And then we have the child nodes all in the same room. And then there's some administrative website we'd go to with the help of you guys and we then add the child nodes. And then we rename the network. And then it works beautifully. So I need your help to get me through that because I can't remember how to do it myself. And uh we really um we're not really I'm not sure you know we should upgrade to a new system but uh we've been able to get this one to work fine unless something tragic happens like the line uh the like the front tier line was got cut in a storm or something. That happened um I don't know six months ago or something. Uh power outage. [] there was a power outage uh three days ago and after that we noticed the internet the lyncks this network doesn't work you know it's because in the other On the lyncks this router. I don't have a lyncks this router. I have an Eros. Right. No, you helped me before twice now. I paid you and if you help me. So we're connecting the lyncks this system which has a parent node that goes into the Eros. Correct. Correct. We're going to make the uh So the Eros is like overriding the the network.
03:00
Speaker 2
There is a power outage. So what's the light indicator for the linksys router right now? Yeah. But you're calling linksys technical support. We cannot support you or the device. Yeah, so technically, we are going to configure the linksys device, not the Aero.
04:00
Speaker 1
[silence] but it doesn't reach the whole house. So that's why we plugged the links in we make a new parent node and then the parent node talks to the child notes. Right? That's right. Okay. I did a serial reboot of the ONT which is where the fiber comes in. And then after that came up and showed, you know, all of the lights were stable then I plugged in the Aero and then when it its lights on then I plugged in the parent node and I connect it and the parent. parent node um goes through some blue flashes and then it turns red every time so I tried doing a bot it's red right now s again I called you I mean that's nothing we tried the 5 2nd uh reset on it uh pushing the reset 5x because the 20s and reset didn't seem to result in any neither one results in the change um on the on the links parent node yeah you want to start there yeah. x. yeah that's fine Drenko yeah.
05:00
Speaker 2
OK, so it stays to the right now. Sorry? What did you do afterSo you did press the reset button. Did you enter, hold the reset button? OK, so as for checking in our records, it shows here that we have an account under your number, that's under Nicolas Bandanrico, and your email is N Bandanrico.
06:00
Speaker 1
Yes. Yes. Yes? Yes. Yes. Yes. Absolutely. Absolutely. We love you. We, we need your help and we love our product. So at some point we can upgrade it, but it's not really broken, it's just the connection to the, um, uh to the service providers, um gets disrupted and then we can't re-establish it on our own.
07:00
Speaker 2
okay so it shows here your device is whgb zero three with a serial number two zero j 10 c _ 638 _ 0 9 5 _ 28 and it shows here that you have five Linksys nodes in total, correct? okay. Um, so you you called before and you paid for the, you paid for the service. Now are you willing to pay for the service again so we can proceed in the troubleshooting? okay. okay, let me just prepare my
07:00
Speaker 1
Okay, I'll get a credit card ready. Do you know what the fee is going you're going to be? Do you know what the fee is? The cost, okay, whatever it is, we'll have a card ready for you. Okay. And, um, so I'll be quiet until I hear from you. Um, your voice is faint. I'm turning my phone all the way up. So, um, if you can turn your phone up a little bit, um, I might be a little easier to hear. Thank you so much. [silence] Okay. Okay. And what was the fee again? Did you say it was [REDACTED_PAYMENT_DIGITS] or $[REDACTED_PAYMENT_DIGITS]? I didn't hear. Okay. Okay. Do you have your card ready? Okay. Okay. So, when we get to the secure system, we will enter the information and then you'll come back?
08:00
Speaker 2
you will be transferred to a secure line sir to make sure that your card information will not be will not be saved to our system. I'll let you know $[REDACTED_PAYMENT_DIGITS]$[REDACTED_PAYMENT_DIGITS] all right. No, sir, I will just get the information. You're on the secure line already. Okay, it means that recording has been pause.
09:00
Speaker 1
Keith Mitchell, K E I, Keith K E I T H and yeah, K E I T H Mitchell MITCHELL, M I T C H E L L. You wanna read the whole thing back to me, please? Correct? That is correct. No, there is not. Not on the card. [silence]
10:00
Speaker 2
Uh just to verify, sir, what's the name that's going to be on the card? So kei th e. Okay. Yes, it's going to be Keith K e I I mean, K e I T H. And then your the last name is M I T C H E L L. Okay? There's no middle initial. Okay. So what's going to be the on the carrier, uh, when you give me.
10:00
Speaker 1
Four seven three seven zero three four zero eight two two three four five two eight. That's the total number. Yeah June 2029 okay that is a three digit number five four eight
11:00
Speaker 2
okay, that's it ok how about the expiration month and year and security code okay okay so i'm going to send you an email right after the the
11:00
Speaker 1
at what.com? Gmail. yeah. N VANDA R E N K O. yes? okay, well, we're fast because it always it always takes the full amount. okay, so, let me go yes. email. and i will look for your message.
12:00
Speaker 2
Oh, the payment will be processed. There will be two emails: your email and barry and Dean Cole's email.com. Okay. Yeah, it's IMIL.com. Okay. Okay. Okay. All right. And just want Jon, just wanted to remind you that this payment is nonrefundable. It's only one time technical support session that will last for six [REDACTED_PAYMENT_DIGITS] minutes. Okay? It means that if the device is deemed to be. I yeah, it. Okay.
12:00
Speaker 1
alright they're all here no they can be plugged in but they're right there by the source
13:00
Speaker 2
All right. So I will I will let you know near when the, when the timer will start. Okay, so I will start the timer now, sir. Uh, before anything else, please move all the child nodes right next to the main router in one location sir. Okay? And they're all plugged in? Okay. So, power them on right next to the main router.
13:00
Speaker 1
it? it's $15, we have 60 minutes, we have to work quick. Okay Breath. This this this has always taken just a little bit over 60 minutes. So we have to be efficient because I don't want to be left not being able to complete it. Do you hear me? They're all plugged in. They're all different lights right now. We have two blue, one red. And then the last one we're going to put, um um we'll need another cord for this, uh, in the bottom drawer. Oh yes, yes. I can log internet on.
14:00
Speaker 2
Okay, just wanted to verify we're able to power them on. Okay. Okay, so just to verify sir, the erase device is working right now, correct? Okay, so technically sir, okay, so technically sir, the main source of the internet is your Frontier modem or Wi-Fi device.
15:00
Speaker 1
Oh, yes, right. I have what I need. Okay. I have what I need Kate. I have what I need. Jake. Yeah. Okay. Okay. It's red. Let me check. Let me tell you what Wi-Fi is broadcasting. So um the wi-fi that we had set up, correct, is no longer there. We had a name for it uh with the year 2026 at the end of the name. That's gone. And the Wi-Fi that I'm connected to now is directly um the uh frontier hero. It's called 594325
16:00
Speaker 2
And then from the ONT device sir you connected the ER device and then the Linksys parent node, correct? Okay. All right. [silence] What's the light indicator of the parent node, sir? [silence] So, the Wi-Fi name that you created, sir, is no longer broadcasting right now. Not showing up at all. [silence] Okay, but can you see a white fan? [silence]
16:00
Speaker 1
Yes, I see three. they they all start off with vellup setup. The one is BF8. The next one is 19C, and the last wellup setup is Well set up 7B4. Okay. You want me to start with the parent node or and I'm holding the buttons down for how long? Okay. I'm going to holla. Okay. Keith, are you able to help me do resets on these five notes? Okay, when it turns off completely.
17:00
Speaker 2
Okay. Name this as with hollow setup. Okay. Okay. Now, let us reset all the nodes uh first. So, press and hold the reset button until the light turns off and turns solid blue. Do it on all of the nodes. Yeah, sure. Until the light turns off and turns solid blue. Do, you'll see the light on the top is solid blue, you can release the button. [silence] Yes. [silence] Yes. Okay. All right, to do it on the other.
17:00
Speaker 1
I don't think I'm. Yes it does. It has it on the side here. You hold the button in until it turns blue, okay? Is it blue? Can you see any color on mine? That's black. It might be that dark blue. That's all of it. There it is. Okay. Okay. They're all blue. Okay. We're waiting for them to turn pinkish red. Yeah, I noticed. We have a small office space and
19:00
Speaker 2
Okay. Eventually, if I will send you this I will also yeah so they are turning red I
20:00
Speaker 1
whatever you mean, pink in red could be the same thing for my eye, I don't know. One more. We're waiting for the fourth node. Now it's read and the parent node is still blue. The parent node hasn't changed yet. That was the first one I reset, but it hasn't changed last time on brush last time we had to change the parent node because it wouldn't the the parent node wasn't behaving like a parent node. And so I had to take a different note and make it the parent node. Oh, so that's I'm using the, the new parent node that we made. Uh, is it possible that this is not responding as a parent node if it's not changed color? It's still blue. Um, it's where we left off with the last technical support. It was not the original parent node. It's the one we made the parent node. The nodes over there, Keith, are all red. The parent node, blue. On the parent node, blue. Solid blue.
21:00
Speaker 2
but this is the original parent node, right? okay, but what's the light indicator now of the node? [silence] after you reset it, what's the light indicator? yes. [silence] Is it flashing right now or just solid blue? can you try to verify if the Wi-Fi name of this node? [silence]
22:00
Speaker 1
Okay, so that's going to be what the serial number. developed name. I what's the what's the picture look like Keith if you took a this. Okay, but um I see links. Oh, wait a minute. Okay, there's another side that has a label. Sorry. This is Velup set up BS4. There are two labels under there. Uh Okay, it's not broadcasting. Um the serial number is
23:00
Speaker 2
or broadcasting which means you look underneath the the node, verify what's the Wi-Fi name and do you look the same Wi-Fi name on the Wi-Fi settings of your phone? No, the Wi-Fi name. Yes, what's the name underneath the parent node? How about you provide me the serial number of this parent node? what's the serial number? what's the serial number?
23:00
Speaker 1
to um O J one zero C six seven seven one nine nine six four. How's it Strip correct issue by name is develop setup B S eight originally was but until we did this reset. [silence] Okay I'm
24:00
Speaker 2
Is this Wi-Fi name not broadcasting? Can you try to connect this node directly to a power strip?
24:00
Speaker 1
So, to do that. okay. Now, I reset the Wi-Fi. And that shows up. Like, all of them are showing up. Yeah. All of them are now showing up. I just refresh my Wi-Fi list. It's upside down right now. Yes? You want me to try to double click on my computer? Oh, no. Okay. Okay. What is the security key? I don't know. I know. I got a picture of it. [silence]
25:00
Speaker 2
All right. All right, what's the light indicator of the node is it still solid blue? Can you try to connect to the Wi-Fi of that node? You can connect your phone or your your computer you connect your computer to the Wi-Fi of the parent node. Develop set app BF8. It's the one that's underneath the node.
25:00
Speaker 1
Okay. It's not showing up. What we, I thought we had it, but... Okay. Which I think is what we did down there. The problem is I now cannot reach the wall outlets from here. Let me see if I can reach. Yes. All right, I'm going to connect it to the wall, but. Okay. Okay, now, the blue light went out. when I, when I reconnected it to the wall
27:00
Speaker 2
Okay, can you, can you connect this node instead directly to a wall outlet? But this node was originally solid red, right? Right [silence] [silence]
27:00
Speaker 1
dim blue flashing a little. Now dark dark dim blue dim blue dark dim blue dark it's going back and forth between dim blue Uh and dark. Yeah. Do I need to reset? Okay here thank you I'm right Just saying. Now it red. It's red. I'm doing a refresh. Okay. What's the number? We're looking for- there, BF8? Uh huh. It's showing up.
28:00
Speaker 2
A. So it's a light indicator, now? Still blinking blue? Okay, now can you try to check if the Wi fi name is showing up? Okay, now on this one, the parent node, you press its reset button five times within five seconds. Press release one, press release two, three, four, five.
29:00
Speaker 1
Okay, I'm coming. Okay, I'm gonna start that now. Press release one. Press release two. Press release three. Press release four. Press release five. Oh, yellow. Yeah, it's very like white almost.
30:00
Speaker 2
i press release tree, i press release four, i press release five, five times. Okay, what's the light indicator now? Okay, so observe closely the light indicator and let me know what's the changes of its light indicate. Is there any changes? Okay, let's give it. [silence] [sound of a dog drinking water] We've
30:00
Speaker 1
Fresh. Fresh. Green. Solid green. They're all red. Red or rose. Yes. Just solid red. All solid. Parent node. Solid green. Child node, red. No flashing. It says I am connected to it internet's wise. Yeah.
32:00
Speaker 2
Yes, what's the light indicator now? Okay, how about the other nodes? Is it flashing or just it just it's Okay, and but then child nodes are just solid red not flashing at all
32:00
Speaker 1
Not flashing at all. Solid red. Repeat that please. How far are they away from the? Eight feet. Okay. So now we're going to have to get something different.
33:00
Speaker 2
Okay. All right. Now, how far are the child nodes from the parent node? Can you move them closer within five feet? [silence]
33:00
Speaker 1
Okay. We're just going to uh move the power strip closer. So, I have to unplug one of the nodes. Is that okay? Okay. [silence] here. You can move that. Okay. Get in here. This one has to be plugged into the red cord. Pull this cord. So it doesn't fall off there. Okay. Everybody's plugged in again. okay. that one has to be moved too. Yeah, that's the grip is the model.
34:00
Speaker 2
But uh yeah, weekend a little bit. Okay. Now, uh what's the indicator of the child node?
36:00
Speaker 1
this one's blue, it's just, you can't, it's blue, there might splash, oh, it's red now, and one, two, three, and one are red, and the last one is flashing blue, it will turn red in a second, I think, and momma node is green, so last time we had to go into some website that you, you guys gave me, and then we had to add the child nodes one at a time, does, does that make any sense, one, one, the fourth one, the fourth child is everybody's red,
37:00
Speaker 2
Yes, but we will try to do a different troubleshooting now. What's the light indicator? The child is also flashing blue, right?
37:00
Speaker 1
okay. Hey, except the parent node which is green, okay? green I Pantry I work okay. Okay, press release, press release, press release, press release, press release. Okay. It's flashing yellow. Okay. Ind May heat. Mhm. pick up the heat.
38:00
Speaker 2
Okay, can you try to do the five press okay, can you try to do the five press again on the parent node?
38:00
Speaker 1
All right, the apparent mode is green. Uh, one is starting flashing red. Second one flashing red. third one's flashing red. We have three, we have a fourth one that hasn't done anything, is still solid.
39:00
Speaker 2
[silence] [silence] [silence] How's it? [silence] Great. [silence] Okay, about the child note. [silence] Okay, so they're starting to flash red.
39:00
Speaker 1
That one is not flashing, by the way. That is flashing. That one's not. Three are flashing red, one is not. You follow? Fresh? You hear me, fresh? Okay. Okay. One, one child is green. Oh, and red again. Maybe that's transitioning. What, what are we, what are we hoping for here? The color. Fresh breathe breath blue okay does green is the same thing as blue okay yeah we've got green green the wall model we have a a direct plug-in and that plugs right into the wall that's a little newer so it has a blue color the older ones the little towers are green one is flashing green slightly and then one will
40:00
Speaker 2
Yeah, let me know once the nodes turn solid blue. Yeah, green and blue is the same.
42:00
Speaker 1
Weir, call it child. Child 3 has stayed solid red the whole time. No change. Come on, guy. I've got two tower child nodes are green. One wall node that's a child is blue, solid blue. And then the third child node that's a tower is solid red. So, the parent two child three and three child are green blue solid and one child is red Do we keep waiting for that one? Should I reset that one? The parent plus three child and there's one child, one child is still solid red from when it first came out, it's never flashed or anything, it's just saying solid red, like it was first plugged in. we want to start on the parent node again? okay press release press release, press press, release, press progress. okay what do you mean?
43:00
Speaker 2
And the other is. Okay, so can you do the five presses again on the parent note? Yeah, press the reset button 5 times again. [silence]
45:00
Speaker 1
Well, finally came on my hotspot, but then I want to wait with the phone in my hand, so. What's happening? We were doing another reset of the parent node, which is now green. to try to get I think node three to do something. Oh, it's flashing. Where? Oh, it's flashing right now. All right, Bresh. It's listening to you. Let's see if it comes through in the end. It's the closest node to the parent too. Come on, buddy. You can do it. Please. Well, go ahead with what you need to do. Thank you. I'm waiting on this thing. Do something, do something. Rascal. Can you see it? Yeah. Okay. Okay. Okay, okay. Okay, we just went green. So everything is now green or blue. Oh, hang on a second. That one's going back. It's not completely green now. It blasted off again, but it's trying to come back green.
46:00
Speaker 2
Okay, that's great. Now can you please can you try to can you try to check if you can go online.
48:00
Speaker 1
Okay, green stay green. Okay, what's our next step? You watched that resource data. For the parent note, correct? It says I'm connecting. Yeah, I'm connected. Already? I stay connected. I'll open up and I'll open up something new. Okay. Yeah. I am online. Okay, yeah. Well, my question is, so we're not going to...
49:00
Speaker 2
I tried to connect to the Wi-Fi and check if you can go online Yeah Yeah, check if you can go online Yeah, and you can go online Okay, well, if that's the case I think that should be good we'd like to change the Wi-Fi name Okay, now connect
49:00
Speaker 1
Okay, Brett. Just a second Keith. Keith has a question. So we're not connected to the Hero anymore? Not right now. Hero's down here. That's this one. Right. That's 519 Wi-Fi heroin we could call it. Okay. We have Velop Setup, BF8. That's that parent node. We're going to change the name of that. Right? Yes, I do. Properties. properties. So, tell me what to do next. Do I click on properties? Okay. Open up a browser. [ silence ] properties. properties. So, tell me what to do next. Do I click on properties? Okay. Open up a browser. 519 Wi-Fi heroin we could call it. Okay. We have Velop Setup, BF8. That's that parent node. We're going to change the name of that. Right? Yes, I do. Properties. properties. So, tell me what to do next. Do I click on properties? Okay. Open up a browser. Yeah, currently connected to Hero hero is down here that's and that's hero we could call it. We have Velop Setup BF8 that is that parent node. We're going to change the name of that. Right? Yes, I do.-properties. So, tell me what to do next. Do I click on properties? Okay. Open up a browser. Yeah, it's currently connected to Hero. Hero's down here. That's this one. Right. That's 519 Wi-Fi heroin. We could call it. We have Velop Setup, BF8. That's that parent node. We're going to change the name of that. Right? Yes, I do. Ok.
50:00
Speaker 2
your computer to the Wi-Fi if you want to. [silence] Now, go to the Wi-Fi settings of your- the computer, connect to the Wi-Fi, and then open up a browser. [silence] O-
50:00
Speaker 1
Yeah. Yes, I'm there. And what now? What is it? Is this a web address you'll be giving me? 192.168.1.1 okay that looks familiar. [silence] [silence] 192.14.1.1, okay that sounds familiar
51:00
Speaker 2
okay we're be able to connect to the Wi-Fi okay open up a browser on the address bar type in 192.168.1.1.1 1.1 [silence] okay we're setting [silence] or what
51:00
Speaker 1
Sign in, use your router password. Picture. Type in the router password. What? Admin. I am. I see a lot of things now, like that I used to see. Okay.
52:00
Speaker 2
What does it say now? Okay, type in the router password admin. All lowercase, yes. Admin all lowercase. Okay, we're able to log in. Okay, now, okay, scroll all the way down and click on "CA" at the bottom right corner of the screen. Again, at the bottom right corner of the screen, look for CA like California, capital C, then an A. Okay, did you click? Okay, you see that screen, right? Now what you're gonna do is gonna have to screw down again, and then you're gonna wanna click on skip. And then, the router, where the word drop down is right here under router type, and you'll wanna click that, and then click if you've found all the options in here, yes, by the router, okay? Click the scrolling button right here, all the way down and click on admin. Show the dots, the bottom of the screen. I'll click on router, unsearched here. It says PA in configuration, unlisted at the bottom. Click on router. Oh, keyboard type. Say equals, solution, admin last. Click on username. Make sure all lowercase are spelled correctly. Then click on password, and enter your router password, all lowercase. Again, make sure your password match with what you've typed into the box right above, and then click on configuration to make sure that your internet connection is running properly. Okay. And that's it. We're all done. You should be able to see your page.
52:00
Speaker 1
No, I don't see it. I see... OK. I see nothing there. I have end user... I end user license agreement, privacy statement, third-party licenses, UCAL privacy policy, and then at 2023 Lynx' Holdings. All rights reserved. That's the Wi-Fi settings. Cause I remember seeing that Wi-Fi settings before. OK. Now what? OK. Um, I see 2.5, 2.4 GHz one, five five GHz, six, $5.00.
53:00
Speaker 2
Click it already. It's at the bottom right corner of the screen, sir. Can you see it? Okay, well if that's the case, just click Wi-Fi settings. Yeah, you click Wi-Fi settings, and under Wi-Fi settings, you can go ahead and change the Wi-Fi name to whatever you want. How many networks did you see there? [silence]
53:00
Speaker 1
Gighertz one and a gighertz one. What was the name that we were young thing? Uh, 5 by nine three zeros 915. No, that's not the Wi-Fi name. Get the little piece of paper over there. okay. Use the same name 2026 something or other. Hold on a second. I want to change it. Yeah. To Wi-Fi 519 2026 _ 2.
54:00
Speaker 2
Okay, so you can change the name for the 2.4 and 5G. So for the 5G, since there are two, you can just put the same name for the two, the two 5G. [silence] So if you want to use different names for 2.4 and 5G, you can modify the names. If you just want to use just one name, then you can just put the same name.
54:00
Speaker 1
I did and then there's a password, there's a password for all of them. It's identical, which is this password. Yep. So it's it's the password that's um on the um parent node underneath the parent node. Okay, so all three have the same Wi-Fi name and have the password from the parent node. Can I change the password or leave it like it is? I can change the password. Yeah. Just put in a new password in each place. I do. 519 02 915.
55:00
Speaker 2
One H. And of course, make sure that you have the same password. okay man. yeah, of course if you want. yeah, if you want to sir.
55:00
Speaker 1
51900. OK. done. Now do I say, apply, or OK, or cancel? confirmed. OK. Yes, it's true. That's correct. Of course. OK. You're updating Wi-Fi settings. Changing Wi-Fi settings will disconnect all devices, including this one, from the router. Simply reconnect the device as you've been instructed. OK. OK. Applying changes. "Click OK?"
56:00
Speaker 2
Okay, make sure that you use the same password for all the network bands the 2.4, 5G and 5G2. Okay, I just wanted to make sure. Now you can click apply. Okay, you can proceed. Yes. Okay, make sure that you take a screenshot or a picture of the Wi-Fi settings, okay? Now the controller, All right, then click OK. To proceed. [silence] Okay.
56:00
Speaker 1
We're just waiting for the application to finish. It's still showing us waiting. Okay. Nope. I'll be very excited when it happens. You'll know. Waiting. And it's just got a little circle going around like a clock face, the word waiting. Okay. So I just open up settings on my phone and Wi-Fi. Yeah. The name is there. It's showing it as an available network on my phone. The new Wi-Fi network is showing up.
58:00
Speaker 2
Is it done? What does it say on the page now? Maybe on your phone, while we're waiting for that, can you try to check if the Wi-Fi names were saved already? Okay. Can you try to connect your computer to that network?
59:00
Speaker 1
Okay. Network security key is the one I just made. It says I'm connected successfully. I can open up a new browser. Okay, the Linksys support page stops saying waiting now. And it just shows the new things. Right when we click apply. Okay, we will do that. Okay. Yeah, right.
60:00
Speaker 2
okay you can go online now okay all right well if that's a case sir, i think that should be all good you can go ahead and relocate the towel nodes now okay make sure that the nodes uh when you relocate the nodes it's within uh 25 to 30 feet from each other do it one at a time
60:00
Speaker 1
Okay, so I'm, the closest to the force. Okay. And this one, the one. Okay. Brett, when I plug it in, do I have to wait for, whatever reboot before I put in the next one. before I do the next one, I want to make sure that one's blue. okay. let me go check it. spleen? hold on. okay. the first child
61:00
Speaker 2
Yeah, sure. Yeah, you can just, um, wait for the, no to turn solid blue. There's no need to do anything about it. Uh, just unplug and then replug. Yes. So how many nodes have you relocated already?
62:00
Speaker 1
it's flashing red. I'm waiting for it to become blue. I want you to stay on the line. Is it blue yet? It's still flashing red. We're going to see it to the end. because obviously if this doesn't... Now, I have a question for you, Brush. So, we plug the parent node in to a wall outlet, but I want to move that back to the power strip. Is that possible? Okay.
63:00
Speaker 2
So, would you like me to stay on the line sir while you're relocating the node? Or you're good to go now? [silence] If it's okay that you keep that connected to the wall outlet then that's better.
63:00
Speaker 1
But if I wanted to move it, okay. But after we get all this done, if we want to do that change, um I just un- un- plug it for now. Okay. What's happening? Green? Keith! Still flashing red. First child mode was plugged in and still flashing red. This requires so much patience. Thank you for your patience, fresh. Green? Do we have to wait for it to be solid? Green or blue? [silence] Thank you.
64:00
Speaker 2
And you can, sir, but you do it later, because you're removing, uh, relocating the child nodes. Just leave the node for now. Just leave the node on the wall outlet for 24 hours and just if the node is already stable, you can relocate it.
64:00
Speaker 1
Blue. Solid green. No, yeah. Yeah. Flashing red again. Now it's blue. Do me favor, let him out. Is it dark blue and solid? Okay, I'm moving another one. Now it's green. We're still working with the first one. The first one, we're waiting for it to turn solid blue.
65:00
Speaker 2
What's the light indicator now? Okay, so it means it's already connected. So just wait. Just Okay, so we're able to relocate all the nodes now sir. Just rearrange all of them, sir. yes, sir. yes, sir. yeah.
65:00
Speaker 1
[silence] [silence] [silence] [silence] Last time we had to add each child node in this portal that we were in. I went to the device list on the portal. On the internet. And it shows a list of the, uh, I got two that look like they're going to be online. That was flashing. Child node one is green. Child node two and three are flashing red. The fourth one goes to a different house at the level of the house. So I thought I'd maybe just leave that one when we're done because I won't be able to see what it's doing if I put it downstairs. So, what do you advise on that? Should I just worry about that one later? What online Hold on. I think they're all green now. Let me double check. Huh? Okay. Is everything okay here? Everything room is OK. Now, please res. OK. hi. So the fourth the fourth child node has to go downstairs. So do you want me to unplug it from near the parent node and replug it into its final place? I I can't see what it's doing. When I do that, but I will do it. OK. let me do it. [silence]
67:00
Speaker 2
yes sir hello yeah hello here sir if you want
70:00
Speaker 1
Okay. I'm in the device list on the website and it shows the parent node online and it has an actual picture of the tower and the color of the tower. Now a bunch of stuff is coming online that was offline because the Rokus are starting to... Connect now that there's a signal out in the house. So this is good news. Okay. Uh. Okay, Keith. Go downstairs and make sure that one is blue. That was the last one to move. I just put I went down there. Looks like it from the device list that it's online. Flashing red. Okay. We're waiting for the fourth relocated child node to be blue. Thank you. After this what's next? Fresh? Right. Oh, wonderful. So we appreciate your help. Let's see if that last one I mean I I'm looking at the the website you know that we went into to change the wife's name and I clicked on the tab for device list and it shows you know all of our the the one down the the last child those are not online yet. But all the other ones it shows online. I mean it was online before. Oh gosh. I would like to ask you a question, Presh. Yeah. So, this system, if we want to update our system, then we would get a new link set up and we would have server support for free again. And I just don't know what system you would recommend for this situation that we have. [silence]
71:00
Speaker 2
Yes sir.
74:00
Speaker 1
OK, what's my router? Is that my parent node? Yes. OK. OK. OK. Everything looks like. Keith, are you downstairs? OK. What color is it? OK, we're good. OK, the fourth child is now blue and the device list shows it's online.
75:00
Speaker 2
The link is systems here. You look for a system that supports um Wi-Fi 7. If If If If If If that's the case, then I think that should be good. Uh, if you experience any issues with your system, sir, which I hope not, uh just give us a call back. Okay?
75:00
Speaker 1
Yeah, I'm just going to see. I want to develop pro 7 Wi-Fi. I've been having LM like Lisa, Mary. Okay. Everything's excellent. L and 1,400. Are she's still on the same line? Yeah.
76:00
Speaker 2
Yeah, you can try to look for that, sir, if, um, if it's still available. You can also look for, um, LN 400, sir? Maybe pull. No, LN. Lima, Nancy.
76:00
Speaker 1
I know, but I'm looking for the, what, I'm asking what we should upgrade to when we have the chance to do it? Is that also a Linksys product? NV 7000. Niccolo Esposito. OK. And the one before that, MB, like Mary Bravo 7000.
77:00
Speaker 2
Yes, you can look for LN1400 or [silence] or MBA7000 if it's still available or MF6200. [silence] MBA7000. No, no, no. Mary Bravo Echo. [silence] Yes, MBA7000. [silence] And then the other model is LN1400.
77:00
Speaker 1
I'll keep looking I'll keep looking for these products, but they don't have them at Best Buy at all. They have other things. I'll have to look to see where to find it. But I would like to stay with your company on Amazon. Okay. And then if we get it from Amazon, we can call back to get help setting up of these. Which one do you think is the best? Lena: Oops, sorry. this M Bravo Echo 7, pause, seven, seven.
78:00
Speaker 2
[silence] Okay, well, do you have any other questions? You can try to look on Amazon. Yeah. Yes. Yes, sir. They are both Wi-Fi 7 sir, so they should be good.
78:00
Speaker 1
Five thousand? [silence] Okay, thank you so much. Okay, have a nice day. Thank you for your patience and your help, bye bye, I'm going to hang up now. [silence]
79:00