V2 Rubric Detail — 9b1538fc-6396-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 00:03
Duration
120m 34s
Contact
Terry Gildon
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132705
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall96.4% (+30.4)

V2 Grader Summary

The agent fully resolved the MX4200 mesh setup issue through correct troubleshooting, resulting in all nodes connecting and Wi-Fi functioning. The interaction was technically accurate and well-controlled, though empathy was partially lacking and some customer effort could have been reduced. No escalation was needed.

V1 Case Analysis

Customer (Terry) set up new MX4200 mesh system. Performed 5-press pairing, reset admin password via recovery key, configured Wi-Fi. All nodes now solid blue and internet works.

Troubleshooting Steps
  • Verified model (MX4200) and serial number; confirmed warranty status.
  • Clarified customer's network topology involving two Spectrum boxes.
  • Instructed 5-press pairing on the parent node to pull in child nodes.
  • Guided reset of admin password using the five-digit recovery key.
  • Assisted customer to access https://myrouter.local and configure Wi-Fi settings.
Key Observations
  • Customer was highly frustrated and used profanity, requiring patience from the agent.
  • Agent eventually identified and applied the correct 5-press pairing method for the MX4200.
  • Call contained many long silences and repeated instructions, leading to inefficiency.
  • Agent failed to confirm modem/WAN connectivity before starting router setup, leading to avoidable loops.
  • Agent struggled to understand customer's dual-box topology, causing confusion and repeated backtracking.
Positive Highlights
  • Correctly used the 5-press pairing method specific to MX series devices [~61:00].
  • Successfully reset the admin password using the recovery key without data loss [~110:00].
  • Confirmed full network functionality and obtained a positive customer acknowledgment [~115:00–119:00].
  • Persisted through customer frustration and technical confusion to achieve resolution.
  • Correctly guided customer to use recovery key when login failed, avoiding unnecessary reset.
Agent Errors / Gaps
  • Initial lack of clear, concise instructions caused confusion and repeated loops.
  • Did not verify internet connectivity on the modem before beginning router setup [~73:00].
  • Spent excessive time on trial-and-error with port connections and LED states due to poor topology understanding [~58:00–85:00].
  • Failed to confirm that the customer's computer was connected directly to the modem before testing connectivity [~71:00–73:00].
  • Misunderstood customer's dual-box setup, leading to incorrect assumptions about which device was the modem [~79:00–85:00].
  • Provided unclear instructions for accessing myrouter.local, initially failing to distinguish between search bar and address bar [~94:00–106:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed Wi-Fi worked on iPad and stated 'Thank you, you were great' and 'I'm glad you were patient'; all nodes were solid blue and connected.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through power cycle, 5-press reset, correct WAN port verification, local UI access, password reset, and Wi-Fi configuration — all relevant and sequential steps.
R3 Met Correct resolution path conf 95%
Agent confirmed device was under 3-year warranty and pursued full troubleshooting path instead of premature RMA or dismissal, aligning with support policy.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (purple/red lights), asked about physical setup, verified WAN connection, observed LED changes, and progressed logically to software configuration.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly used 5-press reset for MX4200 (supported model) and directed to http://myrouter.local — appropriate tools for mesh setup and admin access.
T3 Met No misinformation conf 90%
All technical instructions were accurate: correct port usage, reset method, URL, password recovery, and Wi-Fi naming — consistent with KB documentation.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained control throughout, set expectations ('we’ll wait for lights to stabilize'), managed transitions, and redirected when customer went off-topic.
C2 Met Confirmed understanding conf 88%
Agent used simple language, repeated key steps, confirmed understanding ('Is the parent node solid blue?'), and adapted to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon responsibility despite customer frustration.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: power cycle, perform 5-press, wait for blue light, access router, reset password, configure Wi-Fi — all confirmed as completed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first documented interaction for this support request.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was needed — agent correctly determined issue was resolvable at L1 and successfully resolved it without unnecessary escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; issue was fully resolved during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent showed patience and closed politely, but did not explicitly acknowledge the customer’s early frustration or repeated effort despite clear signs of anger.
X2 Met Tone & rapport conf 90%
Agent remained calm during outbursts, matched customer’s informal tone, checked in frequently, and kept engagement despite distractions.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding setup directly, but required customer to switch devices (iPad, laptop), retype URLs multiple times, and navigate browser issues unnecessarily.
Call Transcript113 turns · 135 lines
Speaker 2
Welcome to Linxess 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.linxess.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 product, paid support option may be available depending on the issue.
00:00
Speaker 1
Well, there you go. Oh, because I got this stupid thing until it go back, did it go back on? I'm must try I've been. God damn plug that I hope it should enroll plug my Spectrum. Let's do my Spectrum. there's one on my spectrum should we have found spectrum so that should be coming on. I don't like this at all. It's everything you guys told me to do. I did everything you guys told me to do. I know. Huh? Yeah, I know. Don't care about the game. Okay, well forget it because I'm trying to get this thing hooked in. It should be on. Oh, the other thing's on the Wi-Fi. That's what I think. God dang it. Should be on on Wi-Fi. This thing, this fucking thing is some bullshit. Why you guys aren't answering your fricking phone, you piece of shit. All this still should be hooked up. I just took off this. [silence] that shouldn't make a difference. is. really make a difference. so it doesn't really make a difference. the final victory is the Fans and the big ones and that stupid shit. Yeah, those are some stupid-ass people. [silence] Can't find that perfect thing. God damn it. So far. So very depressed. you may have to go back. in my soul. I may not have to take that. fine. [silence] [silence] Oh. I don't know how I came back up. [silence] Uh huh. [silence] Uh huh. That would give you more information would be great. Hello, my name is Terry and I bought, I bought it a while ago, I just now hooked it up. I bought your a lynx model MX4200.
19:00
Speaker 2
Thank you for calling Linksys. This is at the, how can I help you?
52:00
Speaker 1
Now, I took out my old one. I had the little one because it wasn't working, but then one of your guys did something and it worked real good. But now I'm ready to upgrade to my new ones. Now, how do I hook these things up? I got the purple light on, but that's far as I can get. yes. I have three. Huh? No, I had it for a while now. I had it for a while. I just never hooked it up because I had, I had your other system and it was working fine, but I said, well, one kept going out. So I said, let me just hook up the new one now. Now, I got Spectrum. I got there and I hooked it up exactly the way my other one was hooked up. But I can't get it off the purple because I don't know how.
53:00
Speaker 2
Okay. [silence] yes. Okay. So how many mx 4200 you have there, sir? Three in total. okay. So you just purchased it right? Okay. [silence] okay. [silence] okay.
53:00
Speaker 1
My new one, huh? Yes. Oh yeah, cell number is three eight U as in umbrella, one zero, M as in Mike, five, A as in apple, B as in banana, zero three, two, four five. Yes, correct. They're way bigger than my other ones, I'll tell you that. [silence]
54:00
Speaker 2
So you got, you got rid of the old one and right now you're trying to set up the uh newer version, the newer model? Yep, okay. Can I have the model number and I mean the serial number of that device, or just try to look underneath it? Okay. So that's 38U for Umbrella, one zero M for Mary, five, a b as in boy, zero three two four five? Correct? Okay. Yes. It's actually bigger. And uh let me just create a record. Oh, you mentioned that you've called. before right um can I have your email adddress maybe I could pull up your record using your email golden q laundry.plombing@yahoo.com Okay hold on let me just check this I can't find the record um let me just create a record uh a new record can I have your name sir Mm-hmm.
54:00
Speaker 1
y as a dog One. I may have these things for years, but I ain't called in a long time. No, I don't. No, it's got to be at least a year or two years old. A year or two. At least that. I mean, I had them for a while. I mean, they were just sitting in the box, brand new, and I was like, you know, I got these new ones, and I ain't even turned them on yet. They're Wi-Fi six and everything. They said they were good for California, so I bought them. That's good. You got the steps, I guess. All right, well, there you go.
56:00
Speaker 2
Okay. Do you happen to know the exact date of purchase of this device? Or you cannot recall? Okay. Yeah, but then no worries. Yeah. Okay.
56:00
Speaker 1
Tell me back. Oh, well, that's great. No walk me through cuz I got it all the way to the purple button purple. I I I'm on I'm on the site. I'm I'm all the way to the purple and then then it said go to the 192.168 and I did that. Then I I can't get no farther. It's not coming out like it's supposed to. Not doing what it's supposed to do.
57:00
Speaker 2
all right. Yeah, actually, uh, based on number system here, your serial number shows it's still in warranty. It has three-year warranty. So, uh, yeah, it's still covered for free technical support, sir. But we actually have, um, yeah, we have a home networking setup guide here, sir, which includes a series of step-by-step instructional videos from our Linksys official YouTube channel. So, this will help you setup and optimize your home network. So, would you like that? Would you like would you try. So you like to try it first or you want me to walk you through the process instead? Yeah. Okay. [ silence ] Okay. All right. No, [ silence ]
57:00
Speaker 1
uh-huh yes they're right next to each other yes purple yes yes it should be it's just like the other one no it's not in the yellow one it's in the blue one see because I got a what goes in the yellow one I don't know what I got two of them why is it going a yellow one oh the other yellow one goes down to my Apple computer the yellow one goes to my Apple computer
58:00
Speaker 2
So, do you have the, all of the nodes together in one place? Did you gather them all together? Okay. All right. So all of the three nodes are purple, right? Mm-hmm. All right. So, the parent node, the main one, is it plugged into your Spectrum box? [silence] Okay. And is it, is it connected to the internet port, the yellow one? [silence] Okay. Yeah, make sure, sir, that you have your Spectrum modem connected to the yellow port, the one that says internet.
58:00
Speaker 1
You want me to... OK. You want me to unplug this one out of my computer and plug in your node in there? Uh huh. OK. OK. OK. OK. OK. I did that. I got I put that in the internet. OK. All the ones, I did it. OK, I did that. Yeah, I did that. Oh, hold it. Then mine went mine went my thing went red. Now it's cool. Let me see. How come it's red? My Spectrum thing is blinking red now. It was just blue. Now that I switched them. Hold on.
59:00
Speaker 2
Yeah, make sure that the cable coming out from your modem, the one from spectrum that goes to the internet port of your uh, parent node mx-4200 yes it has a label internet Yep, so it make sure that you put that in there And your computer can be connected to one of the other ports I think there's a three ports available So you may connect it to one of the four
59:00
Speaker 1
oh, hold on a wrong. Oh, oh, you mean you wanted into that Ethernet, not the Internet, right? Okay, no, it's an Internet. Yeah, it's an Internet. Yeah. It's an Internet. Okay. Uh huh. Yes. Yes. Yes. Yes. Okay. Okay. That's, that's it. Yeah, I got a lot of port. I got one two three, five four. No. No. Not even blinking. My spectrum Node is blinking red. Uh huh. Because purple. It's purple.
60:00
Speaker 2
Yeah, that's okay. Internet. I-N-T-E-R-N-E-T. Yeah, there's a yellow. Yeah, there's a yellow color there. So, your spectrum should go to the Internet. The computer can be connected to one of the three fourths, to the other three-fourths. Okay, so right now, the parent node light is blinking red. Is it blinking red? Your spectrum is blinking red. So, what is the LED light on the parent node? Is it purple? Or... It's purple. Okay.
60:00
Speaker 1
[silence] My Wi-Fi's not working. See, my Wi-Fi is not working on my spectrum. But if I plug it back the other way, my spectrum works. No, okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay, I did it five times. Okay, I did it. Those were notiplexes. [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]
61:00
Speaker 2
Okay. Okay. So, all right. Can we turn off your, uh, we'll do a five press first, sir, on the uh on your parent node. Okay. Because this is how it usually is the connection, so we need to make sure that your modem goes to the internet. Because that is the uh WAN port. Okay. So um just do a five press on your parent node. Press the reset button at the bottom of your parent node five times. Okay. Press it five times. Just press it once. Do not press and hold. Press it once. Three five times. So, one, two, three, four, five. So press, release.
61:00
Speaker 1
okay. Uh-huh. I did it. Kind of whitish now. Blinking. Still blinking. No, that is purple. Okay, it turned blue. Nope, turned blue. Uh-huh. Now it's solid blue now.
62:00
Speaker 2
Okay, yeah, we'll wait for it. How about the child node. They're all blinking. Okay, so how's the parent node, is it still blinking. Is it solid blue or blinking. It's solid.
62:00
Speaker 1
Blink, it went red now, Oh, it went red now. Solid red, they're all solid red now. Yes, yes. Okay, , yes. , yes.
63:00
Speaker 2
it solid red or blinking red [silence] Um, even the child nodes. [silence] The other nodes. [silence] Okay, we'll wait for one more minutes. If it stay solid red then we may need to do a power cycle. Uh, on your modem and the uh parent node, okay? [silence] The parent node is the main node, the one which is plugged into your modem.
63:00
Speaker 1
Okay. Stay solid. You know, but my my my spectrum one is is blinking red. It's not turned back on yet either. Okay. Let's do that. Okay. Let me turn that off. Spectrum. Uh spectrum. Yep. Name is it says uh Wi-Fi network name SSD x my spectrum wi-fi. Okay. Oh yeah, I got a where's my model number? Hold it. There's a model number on this thing. Let's see it. Okay. router password and what the heck's a model number?
64:00
Speaker 2
Okay. Does it stay solid? Stay solid? Okay. Okay. Let's do a power cycle. So, let's turn off your Spectrum box and turn off the Linksys. We'll wait for 30 seconds before we plug it back in. What's the name of your modem, by the way? The modem. Yeah. So it says Spectrum on the box. Do you see any model number there?
64:00
Speaker 1
There's a model number on this thing, oh, here it is. I got a serial number. No, but it's got the, the Mac. The next model number. I don't see no model number. I swear it's a, oh, I got the bottom. I don't see no model number on this thing. It's got a Accent. It's got a Yeah, it's a spectrum. I got two. I got a 2G and a 5G on this thing. I got two of them on this. Okay. You want me to turn her back in and plug it? You let me know when you want to plug it in and turn it on. Okay, Hulk. Okay. Okay. Oh, yeah. Hulk.
65:00
Speaker 2
no model number, but it shows up spectrum. okay. Plug in the modem first. Wait for the lights to stabilize before you plug in the parent node. the link says back. So make sure that the online light on the spectrum box is solid and it should be turned on.
65:00
Speaker 1
Fuck yeah. OK, now. and then I can turn this thing on. OK there it is. It's, it's blue. Blinking blue. OK. Oh baby. OK. Yeah, OK. Blinking red. There's blinking red. [silence]
66:00
Speaker 2
okay, it should be solid, okay we'll wait for it to become solid, turn solid.
66:00
Speaker 1
Oh, what do I need to what to go? I think it's still, nope, still looking red. Was blue, now it's red. Oh my. I only got one on my spectrum. There's only one at the bottom. There's not another. Nope, it's the, oh. You mean like a label like what? Got to go.
67:00
Speaker 2
Okay, so any progress on the lights? Which one is blinking red on the modem? Which light is blinking red? So it doesn't, no label. It doesn't indicate any, uh, there's no, uh, label on it. Is that the internet?
67:00
Speaker 1
It's got a, no, it's just got your serial number, it's got your Mac, it's got the reset, it got the WPS. Then it tells you the Wi-Fi network name, then my G2G, my 5G. Then you got Wi-Fi password. It's got a routed login, username, password, and what's about it. On the front? There's one on the bottom, bottom right. That's it. Well, that's it. Is it then another one? No, I think it's just that one. I've seen that one. That's it. It was blue, but then it went. Yes, it's normally blue. It's normally blue. Didn't turn red till I switched my things. When you told me to put this node into that spot, then it turned red.
68:00
Speaker 2
Does does it tell you something how many how many lights are there on the front? Just one. Yep. But normally that should be that should be blue, right? If if
68:00
Speaker 1
no I got a lot of I got a lot of things in this mode oh I got four things in this mode okay it's got okay I tell you the yellow one goes to my computer the blue one goes to my computer I got two computers oh let me see Let me make sure hey I got two computers hold it yeah okay the yellow one goes to my one computer uh the one I always use the white one I mean the blue one
69:00
Speaker 2
can we disconnect the cable from the internet port of your Linksys? so it's like the only thing which is uh connected to your modem right now is the power so normally uh that light should turn yeah so which one is plugged into the modem what are the other devices connected to it
69:00
Speaker 1
goes to, no, my blue one goes to this computer. The white one, which one, the yellow one goes to my new computer. And then I got another white one that goes down. Oh, and this white one goes, where does white one go? I don't know where it's white one goes. This white one go, oh this one goes to my modem thing underneath here that's blue. Hold it, hold it, I got two things here. Hold it. things here. Hold it. another box, a box under here. [silence]
70:00
Speaker 2
So, okay. Okay, so you have [ silence] Okay. Alright, you mentioned that you have a computer connected straight to your spectrum, right? Okay, can you check Sir? [ silence] Okay, so there's two computers connected to it. Can you check if you're able to go online using that computer? [ silence] Because since that computer is plugged in straight to your modem, you should be able to go online.
71:00
Speaker 1
In my motherboard connected to the internet cable on the spectrum, right?
73:00
Speaker 2
Yeah, yeah. [silence] Okay, so did you check the computer if it's online using just the modem [silence] because right now we are your computer's plugged in straight to the modem. You should be able to go online. [silence] Okay. Um, how about this one, uh, Sir Terry? Because right we really need to make sure that we are that we have active internet connection with your modem. Okay. Before we'll proceed setting up this Linksys router. Okay. Um, yeah. We can we go ahead and check with spectrum if, uh,
73:00
Speaker 1
okay spectrum all my stuff work until we went to this node thing so I know it's not my spectrum cause I got spectrum in my room and they work as well the only time it didn't work is when we changed the thing so I know my spectrum works I know that or back can't be spectrum hold it let me turn on this box maybe this box was see this box what's this other box though maybe that box was off Which is this box right? I got a I got another box. Like I said, I don't know what this other box is. Right. Well, well no because I took my modem. I took my when that went on to my computer. And I put it in.
74:00
Speaker 2
Okay. Yes, I understand. All right. The only thing that we changed, Sir Terri, is the connection to Linksys. So, that doesn't have to do with your modem. We didn't change any connection on your modem. It's actually on the Linksys router.
74:00
Speaker 1
the number one port. but if i put it back the other way i bet you it works hold it hold it hold it hold it hold it hold it hold it hold it hold it hold it hold it. let me see what this other yellow cord is. hold it hold it hold it. no. this other yellow cord it goes to this thing underneath my desk. that's where this other yellow cord go that i switched off that maybe this is my wi-fi thing up here. and i don't know what this thing is up here. See, I have this I have this tall thing that sits up here. Then I have another thing underneath here that plugs into it. They gave me. And see, when we took out the one in the bottom Then hooked up the the node It changed that. Maybe this node Needs going to the bottom over here. So, i
75:00
Speaker 2
Okay. Um, you can actually go back.
75:00
Speaker 1
of this box right here is the other box, not this one right here. Maybe this is my, um, maybe that's my Wi-Fi thing down here. And this is my router. Or that's my router and that's my Wi-Fi. I don't know. I got two things. Oh yeah. I do. Okay, Let's see. Okay, let me call a spectrum.
76:00
Speaker 2
Okay, do you have another phone that we can call spectrum to verify your connection? Yeah, cuz I'll stay on the line with you. cuz we really need to make sure that you have active Internet connection with your modem right now. I don't know what happened. It could be the it could be the connections um, You happen to to disconnect something. That's why you've lost connection. So Yeah, try to contact spectrum with your other phone. Uh-huh.
76:00
Speaker 1
It's going on. Okay. Hold on. Take some minutes. Turn this- make this thing go back on. Hold on. Okay. I reset it. My light is blue. Let's see. If it comes back on. God dang it. Let's see. This is why I said I hate doing this kind of stuff. Come on. Hurry up. It usually tells me, this box under here tells me if my internet is on. Give it a minute here. It's it this tells you. It says internet. When it tells you, the internet's on. Hold on. What does it say yet? Hands up. Piece of crap. What can we do? We can't even do anything to do not work. You know? [silence] L-I-N-K-S-Y-S. Okay. Thanks. It shows me, it works. Why isn't that work? My internet's work. Does work. Well, because I turned, I put my thing back in there the way I had it before. My internet works just fine. Uh-huh. Works just fine.
77:00
Speaker 2
The internet is working now. Okay, so right now the computer is the online, right?
78:00
Speaker 1
My computer is, is sludging to my spectrum box. See, what I did was, I took my, the yellow cable that went to my box underneath this thing here. I plugged it back into the internet thing. And I put my, my computer back the way it was the first time we started. So you maybe you think this Linksy thing needs to be plugged in underneath to this other box on internet. That's probably the modem is probably under here then. Oh, yeah. This, yeah,
79:00
Speaker 2
and uh right now the computer's plugged in to your modem to your spectrum box. [silence] okay, that could be your your main box that you that could be the the modem the one from spectrum so can we. Yeah so can we connect the cable from that box to the internet port of your linksys.
79:00
Speaker 1
okay. Let's do that I think this um, this is probably it right here this is this is probably it this is probably it right here Uhm, yeah it says um, yes Internet so you wanna connect this um, Lynchus to the Internet right yeah I can do that okay. Let's do that take this out and connect this into the thing right here. The yellow thing. I got two yellow thing. okay now this thing it's plugged in there okay it's plugged in there. But that thing it turned red again. God dang it. so hold it. I mean, right um, why does things turn red every time I take something out of this stupid thing?
80:00
Speaker 2
So, that is where you connected your computer, right? That box. Yes, sir. Uh-huh. Okay. Can you tell me what's that other box? Cuz you mentioned that you have two boxes from spectrum. What's the name of the other one?
80:00
Speaker 1
I got a name on it. N-S-S-B-S-N. N-S-S. say nothing on it. That's so crazy. Oh, here we go. oh, here we go, I got the bottom. It says a seal number. I didn't see what the thing is. the E. I don't see what it is. It's got some numbers on it, but it don't say what it but you can put your cable on it, you can put your it can go your cable. You can put your cable to it. You know, your coaxial cable or whatever that you put in the old school. That could go into this. It don't even say it don't it just has Spectrum on it. That's what it says.
81:00
Speaker 2
So it just says Spectrum on the box. How about the other box? 'Cause you said that you have two boxes there? [silence]
81:00
Speaker 1
uh, the lights are not even on to this thing anymore. Uh, I wish it could tell. I wish they had something to tell us. something spectrum is so stupid. Because this this box right here, what is this say? It's got all these connections too. It's got a yellow connection. It's got, it's so I took the node and plugged it in this yellow connection. And the node ain't doing nothing. Oh, I ain't got it plugged in. But, look at my internet don't work though. Internet, it used to work. Oh, the one on the top box. But see, the bottom box connects into the top box. Uh-huh. Uh-huh. But let me see. See the
82:00
Speaker 2
I did where did you connect the computer to which boxer is that the bottom box is connected to the top box and the computer is connected to the top box.
82:00
Speaker 1
The bottom box says, look this, this yellow port here says, it says, Ethernet, Internet. That's what it says on that box. But then the top box, yeah, the bottom box, the top box just says, Internet. Right, they're both yellow. So we hooked them both into the yellow. From yellow from there to yellow up to this box. To the one on top. Yellow from the bottom one to the yellow to the top one. The the guy hooked that up at Spectrum. He hooked that up, I didn't hook that up. He hooked the yellow one.
83:00
Speaker 2
and the bottom box. Okay. Okay. So the bottom box is connected to the top box. And what is your connection? So from the internet, ports of the bottom box to the internet port of the top box, is that what it is?
83:00
Speaker 1
See? One from the bottom here to the yellow, internet on the top one. He said that. See, so that one has to go like that, because he hooked it up like that. That's where it has to go. No, it's connected to the top box. I have more ethernet connections on the top box than I do on the bottom box. Bottom box has got one. It's got this one yellow one. That's it. But the top box, I got, I got a lot of on that top box. I got, I have, on the top box, I have, I have, look, at the bottom it says, internet. Then I got four ports. And at the top, it says, ethernet on my blue strip. And then my
84:00
Speaker 2
okay
84:00
Speaker 1
yellow strip, [inaudible] internet. Right, one. [inaudible]. It only has this one. And when those two are connected, the top box turn blue and everything worked. Yeah, correct. Correct. Correct. Correct. And see the other guy. He had my list connected to one of these other box.
85:00
Speaker 2
Okay, so your bottom box, it only has internet ports. there's one, and you have. bottom box connected from the internet port to the internet port of your top box. Okay. Okay. And your computers are connected to the top box, to one of the ethernet ports, right? Because there are four available ports. So you have two computers connected to the top box. Okay. So that's how you have it connected. All right. Okay.
85:00
Speaker 1
Blue port. He didn't have it connected in it in that one. Because I guess that one on the bottom feeds the one on the top. And that gives energy to all these other four or whatever. Yes, I do. Right. Exactly. Okay. That's what we're gonna do right now. Okay. Boom. We connected that baby. Yes. Okay. Yes.
86:00
Speaker 2
[silence] Okay. All right. This is how we connect your longest kids. Because the uh it seems that you actually have um an existing router. Okay. You have a you have you you have like a plain modem and you have a an existing router, a different router and right now you also have a longest router. So it seems that you have two routers there. Now um we will connect your longest system from the top box okay, from one of the ports of your top box. Okay. Okay from from one of the Ethernet ports of the top box to the internet port. That is to the yellow port of your uh.
86:00
Speaker 1
, you want me to plug it back in, I didn't plug it in yet. The node. Okay. Okay, let's turn it back on. Okay. It is blue right now. Everything's blue. Okay. My two child ones are blinking red. Correct. Everything's perfect. Yes. Nope. That parent node is blue, but the, yep, it's blue. And then the the other ones are blinking. Yeah. Yeah.
87:00
Speaker 2
parent node of your major yeah so turn it back on yeah turn it back on okay so we'll just gonna wait for it to stabilize yeah that's all alright so um right now the the modem is working correct the the lights are all blue it's not red anymore yeah and what about the parent node the the legs yes right the the other child nodes are blinking they're all blinking red okay we'll just
87:00
Speaker 1
[ silence ] Wait, uh, Wi-Fi setting. okay. Oh, I got that. Oh yeah, I can see it right here. Okay. The Wi-Fi, the name, password and the recovery key. Okay. Hold it. I can take a picture. Where's my phone? Oh, my my phone. Okay. Hold it. Yeah. My wife. Can I use my phone? or you want the - or you want to. okay. okay? Hold it. Let me tell her. I don't even use her laptop. okay. okay, the other node, one pair, one turned blue. I mean the child. The other one's not blue yet. So hold it. Let me go. Yes. Yeah, well it went back red. It went back red. Okay, that's right. I'm trying to hook you up with the - okay. I'm gonna go get it. okay. okay. She needs a laptop. You see a laptop? Laptop.
88:00
Speaker 2
configuration? Uh, we can actually use the phone, but it would be easier for us to have this configured using the laptop because we can easily check the settings. Okay, sure, no problem. Okay, so one child's mode is now blue, right? It's sold blue. Okay. Yeah, it may take a while. It may take a while to establish a connection. So while waiting, um, we'll just get the laptop.
89:00
Speaker 1
What about laptop? Oh, she's talked about a laptop. Why don't you need my laptop, though? My laptop. Because she wants to uh do something to do our new nodes. Yeah. To get our new links fixed up, get our new links fixed up. Can't do it with an iPad? Can't do it iPad. Is he still there? You still there? You still there? Yeah. There she goes. See it? Can you do it with iPad? send you a picture but it won't go through. Okay, you can do it with an iPad.OK. Let's see, iPad. Oh, I think these life pad. Yeah, he's on the phone and now he's trying to get me to help him. No, all I need is an iPad. She's going to walk me through it. Oh. Wait, you still there? Like you hooked up? you hung up. Oh my goodness. I'm here, don't you? You still there? Oh. Oh, okay. Oh, I got it. Okay, does iPad ready? Your better help him with this. This ready. Oh, I see she's. Oh, gee. Oh, okay. Oh, he's on the phone and now he's trying to get me to help him. No, all I need is an iPad. She's going to walk me through it. Oh. Wait, you still there? Like you hooked up? you hung up. Oh my goodness. I'm here, don't you? You still there? So.
90:00
Speaker 2
I yeah I'm here I'm here I'm here I uh yeah let's let's try it on your iPad okay no words I'm still here I'm still here just let me know if you have the iPad ready
90:00
Speaker 1
what, what time and where, what time and where. Yeah, you can do BJs anytime. Okay, I've had an ad. Yeah. Oh, my wife's been doing this. All right. Thank you, John. Okay. Bye. Okay, I've had a very what we need from I've had. Do I need to go on? your Wi-Fi setting. Oh, the Wi-Fi setting. Can you. Go to settings so I can hear. What's in my ear? I got figure. I got see where I'm at. Okay. Go ahead. That's a Wi-Fi. Haven't Tai. There is. But that's. Do I say you're it?
91:00
Speaker 2
Okay, so iPad is ready. Okay, that's good. Now, can we go to your Wi-Fi settings. Or just go to settings, yeah. Go to settings and look for Wi-Fi. Yeah, go to Wi-Fi and uh, do you see their vel op setup? Um, remember we we take a picture of the uh, the parent node. So, can you see the name, the Wi-Fi name?
91:00
Speaker 1
No. Yeah. Cook hit, hit, hit the Wi-Fi. They think I have more names on it than that. I have, uh, my spectrum. Wi-Fi. There it is. There it. Right there. Oh, yeah, she can see it. Yeah. Yeah. Correct. Correct. Correct. Correct. What's the password? Make any password. Right? Do you just make a password or do you want to get a password? Oh, okay. I got it. Yeah. That's right. I'm getting ready to go right now. There's a password there. Okay. I'm going to go right now and get that password. Where'd it is? It's password. Here it is. We're going to need it.
92:00
Speaker 2
on your iPad. Okay, so you have the vellotup 1991, right? Okay. All right. So that's the name underneath the uh parent node, correct? Okay, so please connect to it, sir. It's going to ask for the password, just type in the password. No, it's actually the one, wait. No, no, no, it's the password underneath the parent node. Remember I asked you to take take a picture? That's the password. There's a password there. [silence] Do you have Google Chrome on that iPad or you have uh Safari you have Safari okay can we okay on the uh address bar all right type in http colon yeah just type in type in No No No just just type in the the the link type in the link ma'am on the address bar that would be http colon slash slash the colon is the two dots slash slash
92:00
Speaker 1
my router. M, Y, M, Y router. My router.local. My local. Okay. And then connect, that's it. H T T my router, dot local. That's it. And then enter it, right? Okay. Being a little slow right now. M? Oh, well, you could have done it on your. You fake good. I can't understand michael farvacher. It's just, uh, it's just being slow.
95:00
Speaker 2
Press Enter. it's not loading. [silence] Aside from Safari, ma'am, do you have another browser like Google Chrome? [silence] It's actually the circle, um, thing. [silence] It's, uh, it's multi-color, the [silence] Icon is multicolor, it's round. Can we, can we use the laptop? Instead. Uh, yeah, can we use, yes, we can actually use the desktop, but we need to have the desktop connected straight to the parent node, sir. Can we, yeah, we need to hardware it straight to the parent node, not to your modem, because I believe you have it connected to your modem, or yeah, to your top box. So, yeah, yes. Um, let's just disconnect one of your computer from from your top box and connect it to the parent node instead to the Linksys, okay? To one of the, uh, to one of the ethernet ports of your Linksys.
95:00
Speaker 1
Yeah, I grew that no problem. That's easy. Okay, yeah, that's, that's, that's, only have, only gives me one a ethernet import though on this computer. So only gives me one. I'm not gonna do it. Okay. Okay. Uh-huh. Disconnect my computer from the top box and put my, Okay, in the node in, okay, but we do, I can do that easy. That here and we'll put this here. Oh. Hold this. Uh-huh. Okay.
98:00
Speaker 2
Okay. Thank you. Thank you. Yeah. You, you can, you need to disconnect it. You need to disconnect your computer from the top box. Because I believe you have it connected to the top box. So, yeah. Yes. Put it to the, to the Linksys. Yes. Your Linksys has three ethernet ports at the back. So you may connect it to one of the numbered ports. Yes, yes. So make sure it's connected to the the other three ports because the um because your top box is already connected to to the internet, right? Yes, yes. Yes, yes, that is correct.
98:00
Speaker 1
Okay. So what you want me to do? Yes, correct. Oh, those are blue. Yeah. Okay. I'm going to do this. Come here. I got Google Chrome. Yeah, I got it. Yeah. Okay. Oh no, Google Chrome. This is, I don't use it much. So it's got to just, I mean, my, my, my Safari was online. Google, it's got to come. It takes a minute to come because I don't really use it. I only use it every now and then. But it's very.
100:00
Speaker 2
That is right. Okay, so you still have your parent node, um, the, the LED indicator on the parent node is still blue. Correct? What about the child nodes, sir? They're all blue. Okay. So, they're all connected now to the parent node. So, what we're gonna do next is we'll just have to personalize the Wi-Fi settings, okay? So, on your computer, on your desktop computer, sir, kindly look for Google Chrome. Do you have Google Chrome installed? Okay, can we open up Google Chrome and check if that computer is online first? Okay. So, your desktop is the iMac? Is it, it's Apple? Okay. So you're using Safari for that? Okay. Okay. Okay: 00:48 6. Yeah I- I can we 't. Can we open up youtube.com.
100:00
Speaker 1
[HUMAN_REVIEW] YouTube okay, let's try you.c.o.m. Okay. Try searching to get started. I got you too.com okay, there's YouTube there there it is right there. What I'm searching for. I got you too but I searched for something, it just says YouTube. I didn't, I didn't put what'd I I what do I want to see. Music? Open up. Okay. Ke it is a music one right there. It opens. You can look at a page. It opens. it's right there.
103:00
Speaker 2
can you check if you can open it on your Chrome? We'll just check if that is online. If that computer is online. Okay, So are you able to open YouTube? Yeah, just just check if it if it opens up YouTube. If you check on any videos. Okay, all right, Okay. So that computer is actually online. So, um if you can see the computer is plugged in to the
103:00
Speaker 1
Okay. Uh huh. One. One. OK8. CTP. Keep going. One. Last. OK. Link. OK8. my router. dot local. Want local. Link or just local? OK. This one there it is it says how to access your router
104:00
Speaker 2
current node to the is link just fine. So that means the is link just is actually online. Okay? So on the address bar, sir, okay, just type in H T T P. Yeah. H T T P colon slash slash My router dot local Mm-hmm. just local. My router dot local and then press enter.
104:00
Speaker 1
I got links, access the link smart Wi-Fi router user interface. What do you want? Oh, I, let me, let me, let me go on the very top. Just in case it's in the search. It shouldn't be. But I got it right here. H-T-T-P. Yes, it's right there. I'm doing, again, go to this course. H-T-T-P. Uhh that. Uh, that, that. There we go. Yeah, it's, it's the main thing. It's, it's in the main one. It's on top. Yeah, it's on top. and it go your device must be connected to your local network. Yeah, it is advice. This what am I, what am I looking for? [silence]
105:00
Speaker 2
Okay. Uh, do you see advanced option? Sir, make sure that you type that on the address bar. Okay, not on the search. It should be um, on the address bar, right on the very top. [silence]
105:00
Speaker 1
got all kind of links uh got me what's the angel for oh i see no yeah this is at the very top where it's got search Google or type in URL. that's the top yeah that's why i put it okay. uh huh. uh huh
106:00
Speaker 2
Okay, it seems, yeah, because actually you're getting search results, so probably you had happened to type that on the search bar. It should be, I mean, on the address bar. So can we try again? Make sure it should, the address bar is where you, do you see the the home icon on top right beside the cycle thing? Yes, that's Yeah. Do you see the arrows, the two arrows? [silence]
106:00
Speaker 1
Yep, I see that it has left and right, then I see you could, it's got a reversed it. But that's the very top. I take that and I put the right up in there and that's how it comes. It just comes to how to access your router, gets to my HTTPS, my router local. your access setting using that it tells you that HTTPS, double semicolon, slash, slash myrouter.local. Your device must be connected to your local network. This has primarily used to log in to the Linksys and other routers. That's what it says. Just http. You want the HTT PTS.
107:00
Speaker 2
the home icon, right? I mean the the house icon, do you see that there? Right on the very top? Yes. Okay, can we try to type that again on the address bar? What did you type in there? Is it the httpS or H just http?
107:00
Speaker 1
No, I, uh, yeah. OK. Yeah, oh, yeah. That's all the, uh, that's what jacked up. I didn't, I didn't pick up the upper case. Okay. I need the upper case. Upper case. There we did it. It's slash, slash, slash, slash. And then it wasn't, it was a local, was it my router? Right. Right. Huh? There it is. My router.local HTTPS to make System[D] backslash, backslash, my router.local.
108:00
Speaker 2
Okay. Let's try HTTPS: my router.local. It's not semicolon, but colon, the two dots sir. Yeah. My router.local.
108:00
Speaker 1
See, that's not fair. Yes. No, that's colon. It's no colon.They can't. It's two dots. Yeah, they're two dots. Yeah. Okay, enter. Okay, there connect your connection is not private. No. What? [silence] Yeah, I got it right there. Okay. I fixed an advanced. It said this service cannot proof that this is my router.local. It's security suggestion. Then restrict it. So, so what? Okay, proceed. Okay. There we go. I got it. Okay. Okay. Well, download the LINCese app. Now it's called gone. [silence]
109:00
Speaker 2
yes. So, https colon slash slash my router dot local. It should be colon, not semi-colon. mm-hmm. Okay. That's, that's what we need. Okay. So, it says the connection is not private. Do you have advanced option. Can we click on advanced? Yeah, go to advanced, then just proceed, sir. Yeah, just. Yeah, just proceed to, you should have an option there . proceed to.
109:00
Speaker 1
to download them. Okay, boom. Got it. Okay. Then they want to access Bell Labs, that's what it says. Sign in. Okay, back there. Yeah, we got the reset password. Okay, reset password boom. Okay. Okay, it's 800-75. Okay. 80075. Okay, got it. Is this good?
110:00
Speaker 2
No, I'm just, just click on the two images, the two phones, just double click it or just click it. Okay, so it's asking for the router password. Okay. All right. Can, do you have the option there reset password? Can we click on it please? Yes, and it's going to ask for the recovery key, so just type in the recovery key. That's underneath the parent node or the main node. Okay, then after that, it's going to ask you to create a router password.
110:00
Speaker 1
okay, it said create a new admin password. Oh. Right there. Okay. Can't see what you did. Okay. Okay. Okay. Is that cool? to be sure you did what we say. Okay. Oh, I can't see it, but I know what it is. Okay. Hold it. Now, what do you do? Hold it. I put it in there and password hint, and now, no, the account will be notified when the password is reset. Okay. Hold it. I see it reset, right? If it didn't have sign in, so we'll just put reset. Okay. There we go. then all these things are coming up. this is what I could I've seen is before.
111:00
Speaker 2
password, a new router password, so you can just uh, create a new one, sir. All right, then sign in after you create a new password, just sign in. Yes, or just uh, click sign in. Uh, just reset password, yeah. Okay, so you
111:00
Speaker 1
I see it all. Yes. Okay. You're not there. It's CE, California. I see it. I see it. Okay. Here we go. Wi-Fi settings right there. Okay. Got it. Okay. You Yep.
112:00
Speaker 2
there the links Linksys Smart Wi-Fi page right the blue page okay so can we look for the C a option down at the very bottom it's on the bottom right beside the privacy policy it's it's actually a small small uh it's really small so yeah just click on CA all right and after you click on CA, go to Wi-Fi settings okay now from that page okay you see there 2.4 gigahertz band, the 5 gigahertz and the 5 gigahertz two. Sir, you may you may now change the name to whatever you wanted to set up.
112:00
Speaker 1
OK.
113:00
Speaker 2
as a network name, same goes with the Wi-Fi password. So, we would suggest you to separate the names. So, for the name, you can actually put in your name and then put 2.4 at the end. same with the 5 gigahertz. So you can put in your name and then 5 gigahertz. And then for the 5 gigahertz 2, you can also put your name and then 5 gigahertz 2. then for the Wi-Fi password, you may set up the same Wi-Fi password for all bands. All right? So before you apply the settings, you can actually leave it the same. For the Wi-Fi name and password, you want to leave it the same? Okay. Yeah, sure. Not a problem, sir. Yep. Yeah. Sure. [silence] No problem, sir. Yeah. So if it doesn't help you, what's the network name that you get to choose for those devices that you wanting to connect to? to connect [silence] if it doesn't help you, let us know, we'll be from scratch. [silence]
113:00
Speaker 1
Ok. Ok. You know what? Do it. See if you can connect in your iPad to Villa991 Does it on your iPad? you know, we go to your uh go to your, you know, your your settings to go to your Wi-Fi and see if you can connect
114:00
Speaker 2
uh, no need for us to uh, to apply the settings. So, you can just click "OK" there. So, the name of your network is actually "Valv Setup991." Okay? So, yeah. All of your nodes right now, sir, okay? The the parent node, they're all blue, right? Including the child nodes. It's all solid. Okay. So, you may now relocate your child node. By the way, um we need first to connect to your Wi-Fi. If you have an iPad, uh check the iPad if you can connect to your network. So, look for "Valv Setup991." Connect to that network
114:00
Speaker 1
it's not going to be the same and they use the same name. Now, can you turn on? If it doesn't work? We'll stop. but does it work on your Wi-Fi? Does it work? Let's see if I can proceed. Um, oh, it's going on, hey? Okay. Yeah, it works. It works. We need to write it down. No, it's on the bottom of those. It's the same one. Oh, you can transfer money, thanks. Yeah, it works. It works. It works.
115:00
Speaker 2
Once you connect to that network sir,it's gonna ask for the password so that's the password underneath the router. You actually took a picture of that so just to use that password.[silence]That is connected yeah make sure that
115:00
Speaker 1
Yeah yours worked Don. Don: Yeah, but I got to get it on my phone, but I got to put the password in. the password -- Don: the password is at the bottom of the -- yes on here too. Don: It's on your phone, and I want to write it down for this right to -- this right here. Don: when you get -- excuse me. Don: you got all the stuff against them. I want to write it so other people that come like Brittany will will just have easy access. Don: Yeah, well we got that and we still got to inspect them. Don: I know, I just got to get a piece of paper. Don: Oh, I got paper and everything around here. But anyway Don: well well this stuff's O. Don: You can finish with her., I mean Don: Yeah, okay, let's keep on inspecting. You want us to check? Don: I think everything's working., man. I'm thinking everything's working. Her iPad's working.
116:00
Speaker 2
Oh it is online. So you may open up your mail and try to open up any app. Maybe you can open your YouTube app and check if it works. Yes. You took a picture of it, sir. So you should have a copy of that. Okay.
116:00
Speaker 1
Okay.
117:00
Speaker 2
yes the other two child nodes are you may relocate them okay you may put them to other uh to the other lo I mean to your other rooms okay or to the other floors and make sure that the light is still blue okay cause that's an indication that the child node is still getting a signal from the main node
117:00
Speaker 1
[silence] this thing to the here. [silence] I'll go through that. Kind of far. Yeah. [silence] Blue. [silence] I want a chunk of the one here. [silence] I'll walk a little. Oh, you might be off. Thanks, man. Okay. Yeah. They're off. All blue. I thank you, man. Okay, hold it. Hold it. all the dines do i take my do i leave that setup like that all right so i put my cuz i like mine hard wired. I don't like mine going through the through the wireless. My main computer. Oh, okay. Cool.
118:00
Speaker 2
Yeah, I'm still here. I'm still here. Okay. Okay. All right. Very good. Yeah, actually, your your your computer is still hardwired. It's still connected with a cable to the parent node.
119:00
Speaker 1
Oh, okay. Oh, okay. Well, good. Thank you very much. Okay. Thank you. No, you were great. Oh, my goodness. I'm glad you were patient because I'm horrible at this. The other guy had the same thing. Thank you, man. Thank you very much. You won't fail. Bye bye. Okay. She was.
120:00
Speaker 2
yes, it's still connected with a cable. So you yeah. Yes sir. All right sir Terry, so would there be anything else? No, I appreciate your patience. Thank you for working with me. So thank you again for calling links as Terry. This is Epi. Have a great night. Take care.
120:00