V2 Rubric Detail — 9c3a7fe6-8158-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 20:55
Duration
78m 56s
Contact
228-860-7163
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137541
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_ Reconfiguration of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution3.12/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall64.5% (+44.5)

V2 Grader Summary

The agent successfully restored basic connectivity but failed to complete full setup due to omission of the required web-interface fallback when the app failed. Technical Accuracy (T2) was critically flawed per KB guidelines, but this constituted a technical gap rather than a critical compliance failure. Communication and ownership were generally effective despite moments of inefficiency.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent achieved basic connectivity (nodes solid blue/green, devices online) but customer could not complete app-based setup or fully manage the network interface.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided through resets and 5-press pairing but troubleshooting became circular when the app failed; no alternative setup path (web interface) was offered despite app failure.
R3 Met Correct resolution path conf 95%
Agent correctly provided best-effort troubleshooting for out-of-warranty device without dismissing the case, aligning with OOW standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (LED colors, app errors) but failed to logically narrow root cause (e.g., unrecognized app/firmware issue preventing setup completion).
T2 Not Met Appropriate tools / resources used conf 95%
Agent used 5-press method correctly but completely omitted the required local web interface (http://myrouter.local) fallback when the app repeatedly failed, violating KB guidelines for setup fallbacks.
T3 Partially Met No misinformation conf 85%
Agent provided correct default credentials and reset procedures but incorrectly implied the app was necessary for setup, contradicting KB which states browser-based setup is the primary/recommended method.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general call control but allowed repeated loops through failed app steps without redirecting to alternative solutions, causing confusion and inefficiency.
C2 Met Confirmed understanding conf 90%
Agent used simple language, adapted explanations for customer confusion, and expressed sincere appreciation for patience during troubleshooting.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, remained on the call until resolution attempts concluded, and did not transfer to avoid difficulty.
O2 Partially Met Proactive follow-through conf 80%
Agent instructed customer to call back if needed but failed to provide clear next steps for resolving the app failure, leaving the customer without a functional management interface.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within L1 scope and no valid trigger (e.g., management request, hardware fault) existed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent consistently acknowledged frustration, thanked the customer for patience, and remained courteous and solution-focused throughout repeated failures.
X2 Met Tone & rapport conf 90%
Agent matched the customer's pace, paused appropriately, and verified understanding during complex steps (e.g., confirming Wi-Fi password entry).
X3 Partially Met Overall experience conf 85%
Customer experienced unnecessary friction due to repeated app failures and lack of fallback path, requiring multiple re-installations and step repetitions.
Call Transcript146 turns · 152 lines
Speaker 1
Yes ma'am, I have moved into a new house and taken my linksys with me and so I need help setting it up in the new house. Different internet provider. AT&T spark light. This is
00:00
Speaker 2
welcome to Lynx sys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help options available please have your serial number ready and stay on the line for assistance [silence] thank you for calling Lynx this is Kilah How may I help you? [silence] Okay so is it the same internet provider or it will be different the internet provider? [silence] So what's the name of your provider? and how about the old provider?
00:00
Speaker 1
You live with you're in this new house. I don't know if that makes a difference but it's correct. 228 860 7163. First name is Sandra last name is Knette C-A-N-N-E-T-T-E. S-E like my name connect C-A-N-N-E-T-T-E@aol.com. Okay, is that going to be saved?
01:00
Speaker 2
So from spark light, again, from spark light to AT&T, right? Okay. Okay. Me album. Let me just um, create a record for this. Can you have your phone number? How about your first name and last name? And how about your email address? Uh-huh. Okay. Thank you for this information. How about the model number in serial number of your linksys device?
01:00
Speaker 1
So I can, on the receipt or on the bottom. Okay, the model number is WHW 01. Serial number is 25F-11M-33B-2014-823. 14823. Three?
02:00
Speaker 2
at the bottom yes on the machine on the machine that at the bottom or underneath uh okay car all serial number. so after b for Brian 1483, correct? all right. And how many nodes do you have? How many links do you have? Uh okay, can you have also the other um serial number of the
02:00
Speaker 1
25F as in Frank 1133 B, 1, 4, 8, 3, 1. I have to go get the other one. It's on the computer. Let me get it. All right. The other one is 25F as in Frank 11M3B as in boy, 14830. [silence]
03:00
Speaker 2
So what's the other one, ma'am? Just a serial number. How about the other one? Okay. And you bought this in a thrift store?
03:00
Speaker 1
That's correct. They're off. I have not plugged them in yet. It does. I'm sorry. OK, do they have to be close to the router because it's in a closet and my computer's in a different room, obviously? [silence]
04:00
Speaker 2
Okay. And all the devices, all the notes right now are on or they're off. Right. Okay. Um, If your computer will be directly connected to ATN Tim Ham, is the internet connection works fine? Ok. Can you kindly turn on all the devices? Please turn on all the nodes. They should be on the same location. This is for the reconfiguration of the nodes. Um, at least um,
04:00
Speaker 1
Right. Right. suggesting means, investigating. Okay, because the one that's connected to the computer right now is in another room. But I can bring the other two close to the router. Is that okay? [silence] Yes. Bye-bye.
05:00
Speaker 2
Just for the setup, ma'am, we'll be on the same location, since we need to connect one of the nodes directly to the modem or to the router that is provided to EUTELAT and T. So just for the meantime, then after we set it up, then it's the time that we're going to leave one node that is connected straight to the modem. And the other one can be relocated. Uh-huh. Yes? by the way, that that means there is a node that is directly connected to your computer.
05:00
Speaker 1
It does. All right, all three of the nodes are plugged in now, to electrical power. And then one of them, you know, um that needs to plug into the router, I haven't plugged that wire in yet. Do you want me to? Okay, alrighty. What do you mean? [silence]
06:00
Speaker 2
And your computer has internet connection right now? Okay. All right. Okay. All right. Let's just wait then until the light turns solid. Uh, not yet, ma'am. Your computer is directly connected to what device, ma'am? The computer. It's wired. Yes. Okay, ma'am. Okay, ma'am. Let's just try to disconnect the ethernet cable and then wait for a while. What does the light show up? Uh, the router light.
06:00
Speaker 1
Oh, you mean which one of the nodes is directly connected to the computer? Uh, the last one that I gave you. Two. One to the power and one to the back of the computer. I'm sorry? Computer. That's correct. Yes, ma'am. Um, three rooms away. Two. Two. The third one is in.
07:00
Speaker 2
desk top . right ? Yes . okay . that knot . ma'am . how many cables plug in at the back ? or at the bottom ? nothing else . right ? then that's all . just the power and one connection to the computer . correct ? and then how far that node from the parent node ? okay . so um right now , um how many nodes that you got to gather to other . all . three .
07:00
Speaker 1
in the other room, connected to the computer. I have two right here with me. I'm sorry. It's on, I plugged it in. I have to walk back in there and see. These it just turned from blue to blinking red, these two right here. Let me go see if the other one turned to blinking red as well. Yes, it is blinking red also. I would have to move this piece of furniture and unplug it from the.
08:00
Speaker 2
Okay, and that node is on or off? That node. Is it on or off? Then what's the light on that third node? Hmm Uh-huh. Okay, ma'am. Is it possible to bring also the third node onto the. We need to gather all of them in one area. [silence]
08:00
Speaker 1
I can see it. So the chains get to it. Alright, I got it unplugged. So you want me to unplug it from the [silence] I'm sorry. Tell me again. Unplug it from the computer as well. Okay. All right. Okay, so are you telling me that we're
09:00
Speaker 2
Okay. Okay. Hello. You have to like connect. Would it. Yes, Ma'am. Just unplug the cable out from the node. That's it. Just unplug the cable. Okay. Ma'am, just to set your expectation regarding your Lynxes device, it shows it here on our system that the router is already out of warranty. We can still provide with free technical assistance. But in any case, the device will be found and proven defective. Lynx will no longer replace it.
10:00
Speaker 1
Okay. Huh? Okay. I'm still trying to get to the power cord, okay, I finally got it out. All right, now I'm bringing it in the other room with the with the other two. One is blinking red and one is solid red. [silence]
11:00
Speaker 2
If in case the device is defective ma'am linksys could no longer replace it. Okay. And what is the color of the light of the other two ma'am still blinking red? Okay. And then once the third node will be ready, we are going to do a reset on all the nodes.
11:00
Speaker 1
Okay. It's blue. It's not red yet, but it's blue. The one that, one of them is blinking red, one is solid red. Third one is still blue. The one that I brought in from the computer is still blue. [silence]
12:00
Speaker 2
We're going on the scratch from scratch. Okay is the third one. Is it now building up? Okay. [silence] because it's blinking red now. How about the third door?
12:00
Speaker 1
[KEEP_UNCERTAIN] Yep, it's still blue. Okay. Yes, it was. Okay now it's blinking red, so I have one that's solid red, one, and two that are blinking red. Okay, now how do I do that? Mmhmm, I see it. Hold it in or just... [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
13:00
Speaker 2
OK, so, next step is we're going to reset all the nodes, man. So, we'll do it one at a time. So, press, check it at the bottom of the node. Okay, there's a reset button. Okay, you have to, press and hold it.
13:00
Speaker 1
on each one of them. OK. I did, and they're all blue again. I'm sorry. [silence] ...
14:00
Speaker 2
for 20 seconds yes Did you release already. okay let's just wait so did you all reset the nodes ma'am did you all reset the nodes.
14:00
Speaker 1
I, I reset all the nuns. No, I did two of them at once and one at a time. You didn't tell me to do them - you didn't tell me to do them one at a time. I'm sorry. One of them I did because I only have two fingers but the other two I did at the same time. Hm. Okay. Okay. Uhm. Okay. You're good. See, okay. Hm. Okay, you did good. You're, how come you, you're, how much? Okay, okay, picture in the
15:00
Speaker 2
Okay. You read it one at a time, right? Okay. But again, you press it and hold. Working. Okay. Working. Okay. Let's just wait for like a minute or two to um Oh, there it goes. All right. The light right now, ma'am, they're all like more on a uh, is it red or is it like more on a pinkish red.
15:00
Speaker 1
Nope, they're blue, still. Open. Okay. Right, I have the first two, the two I did at the same time are solid. Um, and, uh, now they're all three solid red. Well, it's looks, it looks, I don't know, I guess you could call. Which port do I put, it in in? No, it's already got it connected to the Lens X. which one in the route? green. Where do I find that at?
16:00
Speaker 2
Okay. So ma'am, kindly, um, select one node to be a the main node the main node. As to be apparent node. Mhm. Okay, and that node connect connect use a cable connect that node to your AT&T modem or AT&T router on your linksys. Okay, in which of you are the lights on your route right now, ma'am? Um, what's the brand of your modem from AT&T or the router from AT&T? On the device it's
17:00
Speaker 1
Okay. Model, it says BGW-320-500. Does that tell you? Three two O five hundred it's got a red port that says O-N-T, two Ethernet ports that are yellow, and one blue port that says five G-B. Okay. All right, it's in. [silence]
18:00
Speaker 2
[silence] Again [silence] W [silence] Uh huh. Okay, just connect to one of the ethernet port. [silence] Okay. On your Linksys router ma'am, which port did you plug in? Is it right above the reset or is it
18:00
Speaker 1
It's above the um. It's above where the power cord goes in. 40 [ silence ] 4823. Okay. You want me to do it now? Okay.
19:00
Speaker 2
Okay. Okay, all right. That's good. And then on that node, mom, the one that we, um, what is the last four digits of the, um, or five digits of your serial number? Um, the one that you set up as a parent node? Can you give it to me so that I can take notes? That is the parent node. Okay. Okay. All right. On that node, ma'am, kindly press again the reset button, five times within five seconds. So it's like this, press release, press release again, five times within five seconds, okay? Yes, please.
19:00
Speaker 1
Okay. Now it's yellow. Now it's blinking yellow. Okay. How close do they have to be to do the other? Less than what?
20:00
Speaker 2
The light is it now blinking? Okay, let's just wait. All right, it's trying to set up the device. Hmhm, let's just wait. That will take a minute ma'am couple of minutes since after the uh after setting up the parent, it will scan to set up also the other two nodes. Okay. So let's just um wait. That will really take time. Sometimes it will take like more than five minutes. Like less than 10 ftma'am. It's, that's okay. But it will be possible less than 10 ftma'am.
20:00
Speaker 1
Oh yeah. They're closer than 10 feet. Okay. They're probably about three feet cuz I'm holding. Okay. All right. The parent node is now solid blue. No, they're both still Oh yeah. One of them is blinking and you're correct.
21:00
Speaker 2
Oh, yeah, that's fine. [silence] Okay, let's just wait. [silence] It will probably still starting up. [silence] And check the other two if one of the nodes is like if one is blinking. [silence] Okay, that could be possibly responding now. [silence] Oh, you, Okay, no. did you see like someone is uh-oh?
21:00
Speaker 1
O. K. now the second one has started to blink. [silence] Thank you. Yes, they are blinking red. Okay, the one of them has turned to solid blue, the other one is still blinking red. Now it went back red again. [ silence ]
22:00
Speaker 2
[silence] ADR, ADR, the ADR, the two no's are still blinking. Okay, let's just wait. [silence] Let's just wait. How about the parents?
23:00
Speaker 1
third one still has not done anything but blink red. now the other one went back blue again, but that third one is still blinking red. the parent is solid blue. my phone being by it wouldn't affect the signal, would it? okay, it is blue now. so all three of them were kind of a greenish blue. [silence]
24:00
Speaker 2
Okay. Um, I mean, all of them? Okay. Um, do they have a wireless device, like a tablet or a, um, laptop? Yeah, can you borrow it for the meantime? Okay. Okay. I can just put that on the floor or on the table. Okay. Okay. Try to check, man, at the bottom of the pair of node, okay? There is A, there is a name and a password, correct?
24:00
Speaker 1
Speaker 1: On the parent node? Oh yeah, I haven't. I'm sorry. With the iPad? I am. I am. Okay. If I, you want me to take a picture of the bottom of the parent node? Is that what you want? Okay, Right? I just took a picture. Now what do you want me to do with it? Mhm.
26:00
Speaker 2
Yes, can you take a picture of - wait. Can you take a picture of that? Um you can um are you using your iPhone right now, calling the right? Uh-hunh. Okay, you can use the iPad or you can use your phone. Yes, yes ma'am because we'll be using that Wi-Fi the name that you can see it and the password or probably their recovery key later. Okay, on your iPad right now, Okay. Click on the look for
26:00
Speaker 1
Okay. Okay. I can. It says Velo set up two EO. All right, let me look. Let's see. It shows it on here.
27:00
Speaker 2
the settings app, go to settings. then you go to wifi. All right. on your wifi right now, can you see, uh, um, the wifi name, velop setup, then follow by numbers. Okay. how many velop setup? just one. Okay. Can you tap on that name and then click on connect? and that network name, ma'am, velop setup is the same name that you can find underneath the at the bottom of the network node, right?
27:00
Speaker 1
Here somewhere. Beautiful set up. Where does it say it at? Oh, set up Wi-Fi. Bellup set up 2E. Oh, yes, it does. It says exactly the same thing. All right. Where is the password? Password account. Gee, we're caught so little. All right. All right. Uh, that's a cool idea. Okay. [silence]
28:00
Speaker 2
um okay and then if you tap it and you click on tap connect it will ask for the password so you use the password the same thing the one that's at the bottom of the pair right note okay that's one of the reason why I asked you earlier to take a picture so that if in any case you'll be having problem reading it then you can just go to the picture and then you can like enlarge it
28:00
Speaker 1
All right. Let me go to the picture. All right. Now, all right. We're, okay, I see. All right. And type that password in you said. Okay, zero. Oh, I don't see. Oh, wait. I got it. We're on to get back in this thing. Okay. Yeah. Okay, it's got a password in here already and it is the password that's on the bottom. Where is connect?
29:00
Speaker 2
Yes, yes, please. [silence] Yes, and click on connect. Is that on the iPad, right?
29:00
Speaker 1
Yes, I'm on the iPad. Let's see. Join. I am looking. It says it's connected already. It's already on the Wi-Fi. Okay. Yes. I can use the deviii setup, but I'd like to use a different password for my, um, app.
30:00
Speaker 2
join further, uh it's Apple so you have to click on join okay all right, that's great, so can you then open a browser like Safari or you may try to use an app that you usually use to this iPad, check if you can access now the internet.
30:00
Speaker 1
we can just leave it like it is 'v malades I have the app on my phone already. you want me to try to open the app that's on my phone for lynx sis? it says getting router settings. and it says you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. what do you want to do? and then it's got two choices.
31:00
Speaker 2
What do you mean the password for the app, ma'am? Okay, you may try to open it. Yes. Yes.
31:00
Speaker 1
Add an existing router or mesh wifi system, or set up a new router or mesh wifi system. Add on existing router. Is that right? Okay. All right. Add an existing router or mesh wifi system. It says power on your router or mesh wifi system. Two, connect to its wifi name. Three, tap the button below. And then it says find my router. Hit the find my router. Okay. It says something went wrong. We can't detect your router. Do you want to call us?
32:00
Speaker 2
What are the choices, ma'am? Uh, can I try the truck on Ad? Yes. Yes, ma'am. Yes, can you type the, um, button at the, uh, find my router? Yes. Oh, [silence]
32:00
Speaker 1
Okay. Okay, hold on. I'm going to close the big app. All right? All right, let me make sure I'm out of it. All right, I am. Okay, now go to settings, you said. Okay. All right. Now it says networks, vellup, setup, and nether save number. Click on that one.
33:00
Speaker 2
I'm so sorry, ma'am. On your iPad, I'm sorry, iPhone, connect it first to the Wi-Fi. So, close the app. Completely close the app. And then go to the, same thing, go to settings. Go to settings, and then go to Wi-Fi. Yes? OK. Yes. Yes. Click on that name, then connect, then same thing. Use the same password that you use on your Wi-Fi settings. Password? OK. If it's correct, then it should be connected. OK? [silence] Just continuously try it until it should be. It should be then on the screen that it's connected. And then reopen the application to see to see [silence] if that's working. Try it, please. Can you try it? Yes? OK.
33:00
Speaker 1
All right, I hope I can see it now. Let's see if I go to, back to the settings on the, on the do you think I can read it off of here? Yeah. Okay. Yep, now I can see it. All right. Zero. All right eight. Okay. It says joining.
34:00
Speaker 2
the iPad to connect on the iPad on the iPad, yes, I think you can go to settings, Wi-Fi top the name or top the gear icon on the name. it won't stay the password. all right. okay, good. [silence] all right yes ma'am is it supposed to connected okay can you check if it is online okay that's great so open the app again and what's under there
34:00
Speaker 1
yes, all right enter your router password all lowercase all right and then it wants to know if I wanna reset the password or add to the account add to the account is my only other option yeah it won't it won't do anything nope yep password's still up there [silence]
36:00
Speaker 2
Okay, type your router password. You can use try admin, admin, all in lower case. Yes. ~[silence]~ There's no option to click on next. Okay, you can click on that. So what happened? It's still asking for the password.
36:00
Speaker 1
Should I put the password that I used to use for this? Okay, okay. Because, like I said, I had the app before when this was connected at my other house and I had it all set up there. Okay. Yeah, because it's still asking for the password. Okay. Let me get it off the, yeah, let me get it off the,
37:00
Speaker 2
Yeah can I try this one ma'am? try that password Or you can use the same password ma'am, the one that is at the bottom of the parent node. Try to use that password, the one that is at the bottom, the one that you use to connect to the wi-fi. Try to use that password
37:00
Speaker 1
All right, let's see if I can see it. Right, let's try that. Same thing. It just says add to account. Oh sure. Okay. It is.
38:00
Speaker 2
well can you click on reset mem and then what's up with the recovery key Thank you, I'll take that.
38:00
Speaker 1
Okay, let's see if I can recovery key. All right. Oh, jeez, so little. Okay, and it's circling.
39:00
Speaker 2
They use the recovery key at the bottom of the parent node. There's a recovery key there. Use that.
39:00
Speaker 1
[silence] it says manager Wi-Fi set up a new wi-fi network [silence] manage settings at home or away from home enter my email address [silence] you want me to put my email in? [silence] um it says router password okay [silence] loading the setup experience [silence] all right I'm going to say agree.
40:00
Speaker 2
Okay. Then what's on the screen now? Um, can you click on manage? What options do you have then? Aside from putting the email. Okay, select router password.
40:00
Speaker 1
Connect the router to your modem or source of internet. Of course that's already done. Then put its connected. All right. Plug additional nodes into power near the router. If you don't have more nodes, skip this step. I did that already. Make sure everything has finished starting up. It says load, node light is solid. Yes, they are. All solid. Checking for internet, it says. This could take up to a minute. Use the same Wi-Fi settings as Connect Home. Okay? Connect Home.
41:00
Speaker 2
Yes. [silence] Yes. [silence] I'm. [silence] I followed what's the name again? [silence] Okay, do you want to use that?
41:00
Speaker 1
Um, I guess. Oh. Oh, so it's trying to pick up where it was before? Okay, all right. Well then, then, then should we use what my Wi-Fi name is in this house? Is that what I should do? Okay, it says, I just don't want it to be confused with the other house. No, I've sold it.
42:00
Speaker 2
home. Yes. Then what options do you have there right now? It's up to you, mom. If you want to rename it or you want to use the previous name? But you are no longer using the house, right? The previous house.
42:00
Speaker 1
Okay. All right, and then it says, privacy policy, read the full pledge. Does not track your application. Continue. All right, log in, put email and password. You want me to do that now? No, mm-mm, all it says is for me to log in. Or I can skip it. Okay. All right. Create your router password. Uh-huh, and it says, use this password to complete your setup without an internet connection. But, I mean, don't we have an internet connection?
43:00
Speaker 2
salute you can just um click on continue ma'am do you have the option router password yeah click on skip you create a router password yeah that's okay mom so create the [silence]
43:00
Speaker 1
next. I have next. Or put router. I'm sorry? Yes. No, but I can type it in. You're talking about the password? I'm sorry, the password that I created when we had the Wi-Fi set up, is that the one you want here? Okay.
44:00
Speaker 2
Password, did you created a password already? Did you created already a router password? Do you have it there, did you type it in there? Yeah, type it there, ma'am. Yes, ma'am. Just make sure we remember that, so far.
44:00
Speaker 1
It says my new my router password can't have the same character twice in a row, so I'm gonna have to think you've got No repetition of the letters either. Okay. And how many does it have to have?
45:00
Speaker 2
Okay. Okay, so in that case, ma'am, you have to create your new password. Minimum of 10 characters, a combination of number and letters and special characters, and at least one capital letter or one on special characters, and no repetition, ma'am, of the characters. At least 10. Oh yes. Yes, ma'am, and numbers.
45:00
Speaker 1
okay so this is not going to change my router password for AT&T this is only to do with the linksys is that okay okay 1 2 3 4 5 6 8 9 okay no repetition [silence]
46:00
Speaker 2
At least then. No. Yes, ma'am. Yes. [silence]
46:00
Speaker 1
[silence] up router disconnected. Please reconnect to the Wi-Fi of the router serial number. I guess I took you long huh? Huh? Let me go back to set. [silence] Which? Yeah. [silence] And okay. It says router disconnected. You are disconnected to the router and you were setting up. Please reconnect to the Wi-Fi of the router with the serial number. And it's got a serial number to connect setup. Okay. Try it now or quit. Okay.
47:00
Speaker 2
Okay, and going back to settings. And you go back to set. Mom, can you go back to settings? Or the what on the screen right now? try it now
47:00
Speaker 1
Hmm. Developer setup, 2.0. And then it's got, okay. Okay, it's got a check mark by it. Now what?
48:00
Speaker 2
Okay, can you go to settings again? After settings, you go to Wi-Fi, then what you can see there under Wi-Fi, you click on that again.
48:00
Speaker 1
Okay. Okay, try it now or quit setup. It's doing a little circle, but then it says the same thing. Okay, try it now or quit setup. Can I click what? It circles and then it goes back to the same thing. Router disconnected, please reconnect to the Wi-Fi of the router with serial number 25 F blah blah blah.
49:00
Speaker 2
okay go back to the app you go okay hey now can you click on when you click and try when you click on try again what happened silence
49:00
Speaker 1
to continue, setup. Yes. [silence] Please reconnect to [silence] the Wi-Fi of the [silence] router with this [silence] serial number it says to [silence] continue setup. [silence] [silence] [silence] Kind of greenish now. [silence] That does the same thing. It circles like it's trying to connect. [silence] But then the same [silence] message comes up and says you aren't connected to the router. [silence]
50:00
Speaker 2
Yeah, your phone, right now, is it connected to the Elinksi developing setup? The light on the node right now, there's still blue. Yes, right, and you cannot. continue. Click on try again. Nothing happens.
50:00
Speaker 1
[silence] If you were setting up, please reconnect to the Wi-Fi of the router with serial number blah blah blah to continue setup. And then it says, okay, try it now or quit setup. Okay, that's what I've been doing. And it circles and then it goes right back to the same thing. It's not connecting. Okay. Manage your Wi-Fi or setup a new Wi-Fi network. Okay. And again, it says email manage settings at home or away from home. Email
51:00
Speaker 2
Okay. Then you click OK. Okay. Then you click and quit set up. Okay, then click on management.
51:00
Speaker 1
Enter your email, enter password, log in, or I can go to Router Password. That's what we did last time. Okay, I'm agreeing to the terms and conditions. All right. Connect the router to your modem. We did all that. It's connected. Plug additional nodes into power. Uh-huh. I can. All right. Let me make sure that it's all closed. Okay. Now, what do you want me to do? Yes.
52:00
Speaker 2
can we can we close this the app again [silence] and let me open the app again
52:00
Speaker 1
Manage your Wi-Fi or set up a new Wi-Fi network. Okay. Oh, no, it won't let oh, there we go. Send logs. Your logs will help Lynksys team improve the app and diagnose your router. Don't worry, no private information is being shared. Do I want to share the logs? No, close that out. Okay. Ready to complete my setup. Do I want to say complete setup or I don't want to continue setup? [silence] Yes.
53:00
Speaker 2
When you click on set up new Wi-Fi. I know ma'am. Yes. Can I click on complete setup?
53:00
Speaker 1
Ma'am router disconnect and then it gives me that same serial number that was on there before. It was. OK try now or quit set up. OK. And does the same thing. It goes back to router disconnected, please reconnect. OK, try it now or quit set up. What are you doing? Setting these things up so we can pick up the Wi-Fi back there. Oh, I'm just gonna take. [silence]
54:00
Speaker 2
What do we have here? overwhelming it's our phone is already connected to the Velvet setup right? then okay what options do you have again? I'm gonna click on try it now
54:00
Speaker 1
Lady, that works for this company, and she can hear everything you're saying. No, okay, I'm saying nothing bad, what do you want me to do? and quit set up, and it says you aren't connected to the router. You were setting up. Please reconnect to the Wi-Fi of the router with serial number 25 blah, blah, blah. Okay. That's my. All right, let me go back to settings. And it is on Belops setup 2.
55:00
Speaker 2
Again, what are the options again? Try again and but if you're going to double-check again under settings, it shows now connected tovelop setup, right?
55:00
Speaker 1
That is the Wi-Fi that I'm connected to. I'm sorry. There is a check mark on it. Yes, ma'am. Okay. Okay, it's back, it's on that page that said router disconnected. That's right. That's my only two options. It says you aren't connected to the router. You are setting up please.
56:00
Speaker 2
There's a check mark on it, right? There's a check mark on it. That is on your phone, right? Okay, let's go back to the app. And again, the only option is try again and quit setup, right?
56:00
Speaker 1
reconnect to the Wi-Fi of the router with the serial number 25FMm blah blah B1 to continue setup. And then it says, okay, try it now. Or the other option is quit setup. Only two choices. Yes, I've tried it now several times. Okay. Now it goes back to the page that says manage your Wi-Fi or set up a new Wi-Fi network. Nope, nope, there is not. Okay. Um,
57:00
Speaker 2
you already uh try um the only thing that you've tried already is okay try it now correct okay can you click on quit setup ma'am and there's no other option on the tap right like three lines ma'am can we try to um like un-install reinstall the app [silence]
57:00
Speaker 1
Delete it. All right, let's see. Remove app. Is that what I want to do? Okay. Delete the app. Deleting the app will also delete its data. That's okay. All right. It's gone. All right, let me see if I know where that even is. App Store. Okay. Search. L-I-N-K-S-Y-S. Linksys or Linksys smart Wi-Fi. or
58:00
Speaker 2
Yes. Yes. Yes, ma'am. Okay, then go to the Apple Store again. Yes, ma'am. Yes. Yes, then search for the Linksys app. Yes. [silence] Yes. Yes, ma'am. Yes. [silence]
58:00
Speaker 1
Linksys router or Linksys, well, here's three different things on here, four different things. Okay, Linksys Smart Wi-Fi management, and it looks like the same little one I had before. You want me to download that? I'm sorry. Okay. All right. It is downloading. Open it. I'm sorry. That's correct.
59:00
Speaker 2
Okay, hold on. Again, why is it? Um, Linksys. Hold on. Yes, ma'am, you can try that. Is it Linksys? Is that Linksys? The one that's like, um, the icon for that one, maam, is. Ma'am, um, the icon, um, the icon of that, um, app is like the two L's and then like a blue circle, correct? Okay. All right. [silence] Quick.
59:00
Speaker 1
It's the one I downloaded. Do you want me to open it? Okay. All right. The screen comes up, says manage your Wi-Fi or set up a new Wi-Fi network. I'm sorry. That's correct. Set up a new Wi-Fi network. Well, it won't let me click on it. [silence]
60:00
Speaker 2
Can you turn open? Yes. It's still the same. Still the same option that we had before right? Can you click again on setup? [silence]
60:00
Speaker 1
Nope. [silence] Will not let me click on it. You want me to try to manage your Wi-Fi? [silence] Okay. [silence] All right, what are you setting up, a Veloop and Mesh routers or non-mesh routers? [silence] Okay. Okay. Okay. Okay, I don't want to enable Bluetooth, do I? [silence] Okay, well, I have to go back out. Um, [silence] and where is [silence]
61:00
Speaker 2
It is yes try that uh well up set up uh well up mesh yeah enabled it now just for the mean time
61:00
Speaker 1
Where is that in my settings? Oh, here it is. The Bluetooth is on. Okay. Now, I go back to the app, wherever it is. There it is. All right. It says, let's see. Make sure Bluetooth is on. Go to your device's Bluetooth settings. Enable Bluetooth. I did that. All right. Now what? I would rather not set up without Bluetooth. I would rather set up without Bluetooth is my only option. Okay. Now it says look under your node, take note of the Wi-Fi name and password. I cannot
62:00
Speaker 2
mhm yes [silence] and then what options then do you have? okay can you click on that ma'am [silence]
62:00
Speaker 1
all right. go to settings on your home screen and tap on your settings icon. Okay. What do I need to do with that? Yes, they do. all right. Select Wi-Fi. We did that. go next again. All right. Choose your node's network. Next. Return to the app. Exit settings and open your Lynsys app, okay? Connection not detected.
63:00
Speaker 2
Okay. Then what options do they have? They have their next, they have option next. Okay, click on next now. Mm-hmm. Yes. Yes. Mm-hmm. Is that on the app? Okay.
63:00
Speaker 1
That is on the app. Mm-hmm. And then it sent me back to look under your node, take note of the Wi-Fi name and password. Then it has next, go to settings on your home screen, find and tap on your settings icon. You want me to do that again? All right. All right. It's on Bluetooth now. Velop setup. It has a check mark next to Velop setup. Okay. So now go back to the app.
64:00
Speaker 2
Connection not detected. Yes, next. Can you click on next again? Yes, ma'am. Can I do that? Mm-hmm. Yes. Yes ma'am, go back to the app. Okay. But your phone is now connected to the Internet right? mm-hmm [silence]
64:00
Speaker 1
We won't be able to continue with setup until we can detect your connection to the temporary setup Wi-Fi. It says back, so I can go back. And then it says the same thing. Look under the node. Take note of the WiFi name and password.
66:00
Speaker 2
Then what options do you have in there right now? Then what options do you have? It seems that we're in the loop right now and it actually your router Ma'am. The nodes have already been set up to receive internet connection it's just that the app is not um letting communicating to the um router silence
66:00
Speaker 1
Okay. Um, I mean, I had, it was set up and being used until I moved here two weeks ago, but I don't know when the last time I opened the app. You know, I mean, I didn't need to. It was working with I didn't have any need to open the app. Uh-huh. Um, Yes, they are. Yeah, kind of a bluish green. Yeah. Okay. Okay. [silence] Yes. [silence]
67:00
Speaker 2
When was the last time that you used this app ma'am? Because I think we don't need the app ma'am because we were able to um set up the router that the nodes. Okay. As you can see they are all blue, right? Or green, blue/green, something like that. So, yes. That means it's already been set up ma'am. So you, it's ready to connect. So as you can see also your iPad and your iPhone, they're already connected to the internet. Okay.
67:00
Speaker 1
We're going to do what now? Okay. Unplug them. Okay. Okay. All right. I'm carrying them in there. All right. I have the one by the desktop that I have to plug it in again. And then I want one in a different room.
68:00
Speaker 2
So what we're going to do next actually is relocate now the node, okay? Relocate the node, ma'am. The two child nodes. We can relocate it. Yes. And then the other node, you can put it back now where it was, the one that's near the desktop. Okay.
68:00
Speaker 1
Before I plug the third one in wait until this has turned blue. OK, I'm sorry. I haven't turned it on yeah and I haven't plugged it in. OK, so do that one first. is that right? OK.
69:00
Speaker 2
i don's know ma'am what plug it one at a time like when you plug the other one wait till the light turns bluegreen before you plug the other one okay yes by the way ma'am hm which one is nearer to the parent node? The one that you just turned on? okay. You have to turn on the node that is much near to the uh much closer to theparent node. Yes. Yes. And then wait until the light turns blue green something like that.
69:00
Speaker 1
Okay, now what about the, um, what about the wire that's coming out of the computer that went to it before? Do I plug it into one of the ports on the node, the Ethernet cord? Now or wait till it turns blue? Okay. All right, it is blue. Okay. [silence]
70:00
Speaker 2
Yes, ma'am. You can actually, you can connect it now. Please just wait. Let us observe.
70:00
Speaker 1
Yeah. [silence] Okay, now it's red and it's blinking red. Okay. [silence]
71:00
Speaker 2
Okay, let's wait for that one minute. Still trying to communicate.
71:00
Speaker 1
Okay, it is solid, kind of greenish blue. Okay. It is. It is, but it's red again now. Okay. Okay.
72:00
Speaker 2
okay, good. you may now turn on the other one. oh, sorry, ma'am. um, the cable on your desktop, it's connected now to that node, right? to the child node. okay, is your desk... I'm sorry, it's probably still connecting. let's just wait. is your desktop on? [silence]
72:00
Speaker 1
It is. No, it turned back blue again or green. Okay. [silence] It is online. Yes. Okay.
73:00
Speaker 2
Okay to your check on your desktop if it is okay good. Okay right you mean I turn on the other node ma'am. You can put it there when you want it.
73:00
Speaker 1
Alright, I have it plugged in. Now, if I disconnect them, once they're all hooked up, so that I can kind of feed the wires through like I need to, so they're not all over the place. I just need to do them one at a time, like we're doing right now. Okay.
74:00
Speaker 2
and ma'am yes ma'am you can do it one other time once you turn on like um you are going to if you're going to unplug also the parents
74:00
Speaker 1
Okay. I shouldn't, I shouldn't need to undo the parent one because it's like I said in the, but the two children are the ones that I need to kind of do something with the wires eventually but I want to get them connected right now. Okay. All right, and this third one is now blinking red.
75:00
Speaker 2
Node. So, you turn on the parent node first, then next will be the the the node, the child note that is closer to the parent and then there will be the farthest. Okay? It's like sequence of on. Okay? I know, ma'am. Yes, all right. Oh, here we go. Oh, yeah, here we go. Yes. Okay. Yes. Yes, but again, you have to do it like the closer node first, then to the farthest node. Oh, yeah. Okay? Okay, they're still trying to trying to connect.
75:00
Speaker 1
Excuse my excuse my okay it just turned blue okay and yes okay
76:00
Speaker 2
Let us observe. Let's wait for a minute or two because sometimes once it turns blue it will goes back to blinking red, and the set the time when it goes back to its um bluish green. So let's just wait for that okay. Again. So any other wireless device.
76:00
Speaker 1
Yes. Right. Okay. All right. It is good to see that you
77:00
Speaker 2
so that you're going to add to the network, ma'am, the same thing. Just use the whole setup network name and then if you're having problem reading with the password, you can use your phone or your Ipad. You know already how to check that on your phone or Ipad, right? Yes, just go to the settings, Wi-Fi, tap the name, the gear icon, and then look for the password. Okay? Because on the router, on the pair mode, it's kind of too small, right? Mhm. So you can just use your Ipad or your phone. It will display what is the password. It's a good thing with the newest wireless devices right now, ma'am, like Android and Apple, you can check what's the Wi-Fi password. Not like with the older one, like it will, doesn't show any information of the Wi-Fi password.
77:00
Speaker 1
it went red, now it's back bluish green again. Okay? No, I don't think so, and I really appreciate you being patient with me. Okay. Thank you so much. Alrighty. Thank you, Carla. Bye-bye.
78:00
Speaker 2
Okay, that's great, so that means it is now um set up, okay? So is there anything else, ma'am? Um, Welcome, thank you also for patiently um, cooperating with the trouble shooting. So, in any case in the future, you still need assistance, just feel free to give us a call back, okay? Welcome, and you may also check our website support.linksys.com for updates, okay? Mhm, so thank you for calling Links is Mi, this is Carla. Bye for now. Welcome, goodbye.
78:00