V2 Rubric Detail — 9e945bf8-8154-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 20:26
Duration
61m 4s
Contact
413-584-2786
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00035215
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SINGLE DEVICE CANNOT CONNECT.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 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
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall15.4% (-40.6)

V2 Grader Summary

The agent failed to diagnose a phone-specific Wi-Fi issue, provided technically inaccurate information regarding a 'solid purple' LED (which does not exist in the KB), and used poor communication practices. Despite attempting resets, no progress was made, and the call ended with the customer disconnected and frustrated. The outcome remains unresolved due to lack of effective troubleshooting and customer alignment.

V1 Case Analysis

Customer unable to connect Motorola phone to Linksys Velop Wi-Fi after T-Mobile/Motorola reset; agent attempted router reset and 5-press method but issued unresolved due to incorrect LED state guidance and missed device-side troubleshooting.

Troubleshooting Steps
  • Directed customer to access router web UI at 192.168.1.1 and bypass security warning
  • Walked through admin password reset using the five-digit recovery key
  • Performed factory reset of the parent node and used the 5-press method
  • Attempted to reset and re-pair the child node
Key Observations
  • Agent never collected product model or serial number
  • Provided vague or inaccurate directions (e.g., 'click the picture', reference to a solid purple LED state)
  • Used the 5-press reset method without confirming device compatibility
  • Failed to verify the Wi-Fi password or confirm the phone was connected to the correct SSID
  • Call ended with customer disconnecting due to time constraints, leaving issue unresolved
Positive Highlights
  • Agent correctly identified the need to access the router's local web UI (192.168.1.1)
  • Agent attempted to use the built-in password-recovery flow with the recovery key
Agent Errors / Gaps
  • Missing collection of product model/serial number and warranty status
  • Provided materially incorrect technical guidance by referencing a 'solid purple' LED state (not documented in KB)
  • Suggested invalid reset procedure by instructing to wait for 'solid purple' light
  • Failed to recognize that the phone's Wi-Fi connectivity issue could be resolved by forgetting and re-adding the network on the device side
  • Did not summarize next steps or set a clear follow-up plan before the customer ended the call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended the call without resolving the phone connectivity issue; no solution was confirmed.
R2 Partially Met Diagnostic thoroughness conf 75%
Agent initiated troubleshooting by guiding access to 192.168.1.1 and attempted a factory reset and 5-press method, but these were not logically sequenced or adapted to the actual symptom (phone-only failure).
R3 Partially Met Correct resolution path conf 70%
Agent pursued a full reset path, which may be appropriate if configuration corruption is suspected, but skipped less-destructive checks (e.g., MAC filtering, device-specific settings) without confirming necessity. Ticket data shows the product (MX2000) is in warranty, but the agent did not reference this or provide warranty-specific guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to ask basic diagnostic questions (e.g., whether the phone sees the SSID, if other 2.4GHz devices work) and did not isolate the issue to device, band, or configuration.
T2 Not Met Appropriate tools / resources used conf 85%
Only tool used was instructing the customer to type 192.168.1.1; no use of the Linksys app, remote diagnostics, or firmware check despite available connected devices.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the LED would turn 'solid purple' (contradicted by universal_factory_reset.md and LED states in linksys_now_login_admin.md, which list blue, white, red, and amber, but not purple). Also gave incoherent instructions like 'click the picture of the you call the'.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure: no initial framing, repeated unclear instructions, long silences, and failure to manage transitions or control the flow as customer became distressed.
C2 Not Met Confirmed understanding conf 90%
Agent used confusing phrasing ('click the picture of the you call the'), did not confirm understanding, and failed to adapt language for a frustrated, non-technical user.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent remained on the call and did not transfer, but failed to take ownership of delivering a resolution or follow-up plan.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline were established; agent continued issuing new instructions without closure or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact. Ticket data shows no related prior tickets for this contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue was within L1 scope (device connectivity). Ticket data shows no prior unresolved contacts for the same issue.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Minimal empathy shown; agent did not acknowledge customer’s distress over T-Mobile/Motorola incident or time pressure from upcoming meeting.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, procedural tone and did not adjust pace or style despite customer’s increasing frustration and urgency.
X3 Not Met Overall experience conf 95%
Customer was forced to perform multiple resets, navigate browser warnings, and repeat steps due to unclear guidance, significantly increasing effort.
Call Transcript101 turns · 111 lines
Speaker 1
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while many products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Yeah. I've had continual difficulty with T-Mobile. I had a big blow out on Tuesday where they got into my system through the phone, they managed to contact Motorola and reset the phone. Since then, my Linksys extenders have not been working and I can't figure out how to get them to work. They, I try to connect them. It tells me the password is bad, but I am typing from where I wrote the password.
00:00
Speaker 2
Welcome to Linksys 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. Hi, thank you for calling Linksys. This is 3D. I'm going to help you today. 30
00:00
Speaker 1
down. And it, I shouldn't have to re-enter it. It should have just saved it. So I'm not sure what to do. I don't know how to change the password. I shouldn't have to change the password cuz I'm typing in the correct one. I'm a little bit at a loss. Yes. Yes. I'm just having trouble connecting the link to my phone and it connects to the computer and it connects to the TV. It's not connecting to the phone. And I am 95% sure this is something um T Mobile did with Motorola's help. I just don't know how to deal with it.
01:00
Speaker 2
okay now let me just confirm if I'm talking with Carol Ryan and your email I'm is f r y a n at u MAS s dot e d u .so you're having trouble accessing the link test app [silence] ring [silence] so you [silence] you have tree [silence] [silence]
01:00
Speaker 1
[silence] Yes. [silence] Um alright through settings. [silence] Yes, it is. [silence] Yeah. [silence] Yep. Yep. [silence] Yep. [silence]
02:00
Speaker 2
rician and total and they are both solid blue. Okay now since your computer can connect to the network, so let's use that one to access your web interface. Okay now make sure your computer is connected to the SSID and password of the parent node. Okay once it's connected, open a browser. Yes. Google. Then on the address bar Carl, type 192. 168. 1. 1.
02:00
Speaker 1
Okay. Yeah, it looks like I've done this before. Okay. Okay. I'm sorry, I'm gonna try to write this. All right, I'm sorry, I'm gonna try to write this in in case it comes up again. Hang on. Okay. Okay. Okay. All right, I it says why am I getting a warning when I try to access my router's settings in a browser?
03:00
Speaker 2
Okay, then enter. Okay, I've been routed to a page that says, Continue.
03:00
Speaker 1
Well, there's no, there's no error messages. It's just the phone just says the password is incorrect. But I'm telling you, the password is correct because I'm looking at it. I wrote it down specifically. Oh, all right. Sorry. Okay, I have a page that says, "Your connection is not private." I- I- I- I might as well, just like the one I had on the drawer. Well, I've got either advanced or back to safety. I don't have continue. It says, "This server could not prove that it is 192.168.1.1." "Its security certificate is not trusted by your computer's operating system." Oh, goody. This may be caused by misconfiguration or an attacker intercepting
04:00
Speaker 2
[silence] Now, that's what we're trying. That's why we're trying to access the web interface. So click "Advanced" or "Continue" to the next page. Click "Advanced" in the bottom, or "Continue." "Advanced."
04:00
Speaker 1
and your connection and the attacker would be T-mobile. Wait a minute. Yeah. I just have high, I still have high advanced or back to safety. There isn't anything else on this page. All right, proceed. Okay. Okay. [silence]
05:00
Speaker 2
No, no, no, it's not. It's just a disclaimer, ma'am. It's just for security purposes. We need also to have security. That's why we have that kind of information so that someone will someconfused on accessing our web interface. But on the bottom, kindly try to proceed and save 192.68.1.1. Click that. How about on the very bottom? Yes. That's it. [silence]
05:00
Speaker 1
It says keep your Wi-Fi handy. Linksys app puts the ability to manage your Wi-Fi at your fingertips. What do I do now? picture of the what? Um, I've got the arrow, which is not, oh. Okay. It says access lock, too many failed attempts to log in. How to regain access? You got it right. It's got me back to the main page. It's got me back to Linksys. Um, It's got .
06:00
Speaker 2
Click the picture. Click the picture of the you call the. you call the [silence] Okay, like to reset or forgot your password to create a new router password. So don't worry for that one, Carl, because it won't affect with your Wi-Fi password.
06:00
Speaker 1
Right. Am I supposed to be back on the main page? I didn't get create new router password. I got too many attempts. It's not loading. It just says waiting.
07:00
Speaker 2
What do you mean for it, back to domain page? No, no, please do to created a new router password. Then I should click reset or forgot password at the bottom. Click reset or forgot password. [silence]
07:00
Speaker 1
Now it wants a recovery key? Alright, so it wants the admin password from
08:00
Speaker 2
Yes, click forgot password. Okay, enter the recovery PIN on the bottom of the parent node.
08:00
Speaker 1
Oh. I don't remember ever having to do an admin password.
09:00
Speaker 2
To proceed to create a new admin password and make sure to follow the requirement. [silence] [silence]
09:00
Speaker 1
Oh god sorry [silence] Unexpected error 2298 Oh Hello? Are you still there? Hello? Okay. On the phone. Uh, I probably, I'm sorry. This is just really aggravating to me because this is, uh-huh. Apparently not. No, I don't have, I don't have the Linksys app on this. I'm not using the cell phone. I'm on the landline. Yeah, I had, you know what? I had a Linksys app. See, this is this is what happened. Motorola reset the phone and rearranged a whole bunch of my apps. I'm not at all happy with what they did, but they did it at T-Mobile's request. So, yeah, I had that.
10:00
Speaker 2
Yes, I'm still here. OK, now, can you--do you have a link just--OK, really? Yeah. Here. They have other phone there, which we can use to access the web interface.
11:00
Speaker 1
app. I don't have it now. So now I have to, how about what? No. Well I can go to play store and reload the app, can't they? If I want Linksys app or Linksys velop app. Oh my God, I can't believe they had the right to do that. They took it off.
12:00
Speaker 2
How about an iPad or tablet in your hand? [silence] An iPad or a tablet. [silence] Yeah, but make sure the problem is that your phone will not be able to connect to the Linksys network. So we cannot also use the Linksys app if you're not connected to your Linksys device.
12:00
Speaker 1
[silence] It's downloading. It's 32%. The phone that I'm on is [silence] is a landline. No. I'm doing the app on [silence] doing the app on the cell phone. The phone. The cell phone's a motor. It's a Moto G5 5G 2023.
13:00
Speaker 2
So where is your phone connected to the linksys network? So it is not connected to the Wi-Fi. So we still not able to access the linksys sub in dot one ma'am, because it is not connected to the linksys, simply. Okay. And what is that device that one connect to the network, which specific device? Samsung, the model.
13:00
Speaker 1
Yes. Yeah. What happened was everything that is connected to the Wi-Fi went out Tuesday afternoon. This was T-Mobile. It was a massive failure on T-Mobile's part. I had to stand in my neighbor's porch and use her Wi-Fi in order to talk to T-Mobile. In the middle of all of this, T-Mobile [silence] did it. [silence]
14:00
Speaker 2
This is the model, 5G 2023. And it was working. Great. So it's a Motorola But is this phone was working right before this happened? Carl. Hmm.
14:00
Speaker 1
Mobile is horrible, I'm sorry. They decided that the problem was with the phone itself. And they contacted Motorola and patched me through to Motorola. The problem was because I was in the middle of trying to get everything straightened out. The battery on the phone was low. I'm on my neighbor's porch. It was 110 degrees over there. And they put me, Motorola, put me on hold for like 12 minutes . And the battery on the cell phone ran out. So I had to end the call and leave and I had no idea what happened. Somebody from Motorola then called me yesterday afternoon at about this time and said they did and I knew that the phone was messed up. When the phone finally came back, everything on it was changed. My apps were all in different places. I didn't like it. And they said they had done a reset. Now they didn't ask me permission to do a reset. The woman went off on hold and the phone died and I didn't know what the hell they were doing. So they took the Lens this app off my phone. I'm like really not happy that they had the ability to do that. But this is, this is T-Mobile. They don't want any, they don't want you to use any of these extra equipments because then it makes it obvious that their stuff doesn't work without it. Oh, [silence] All right, well, hang on. I, I didn't remember, so I know I had used the app before. I don't remember. I have to reset the password cuz I don't remember what the old password was. It's rejecting this. Oh, I I have to put, I have to put this phone down cuz I can't do this with one hand.
15:00
Speaker 2
I see. That's okay. So since the Motorola will reset, do you really need to start from scratch to connect this one to the Wi-Fi? Yeah.
16:00
Speaker 1
So it, it, it, aw. All right, I can't. The app is not letting me in. What the hell? Yes. [silence] Yes.
17:00
Speaker 2
Yeah, because that phone's a Motorola, right? Okay, and your Motorola phone is not connected to the Linksys, network Carol. That's why the Linksys app won't work. Linksys app is for Linksys devices.
17:00
Speaker 1
Yes, but I was connected to Linksys before I downloaded the app. I have only had the Linksys app for a few months. So before I had, before I was using the Linksys develop without the app, so I don't understand now why this is a problem, other than the fact that they took the app off, which, I know, it's not because it threw it out. Then what do I do? No. What? [silence]
18:00
Speaker 2
Yeah, but right now, is your Motorola phone connected to the Linksys' network? No, right? So, you are not able to access the Linksys' app. So, you haven't had their phone. Okay. So, let's just continue to use your computer, since it's the only one that's currently connected to the Linksys' network. Okay, this time, kindly unplug the ethernet [silence] [song playing] Is your computer connected to the Linksys' network?
18:00
Speaker 1
How do I have the right to do this? Yes. Yes, it is. Yeah, I have to go up to there's two nodes. I need the one that's connected directly to the T-mobile. I'm gonna if I do that, I lose this this is this phone is a vo I P. So if I disconnected I lose this call. So you're going to have to walk me through all of the steps before I unplug it. Why are they allowed to do this? I am really not happy about this. So if Tvaient this it's a vo I P. This phone is vo I P voice over internet protocol.
19:00
Speaker 2
device that we're trying to access the web interface earlier okay now unplug the ethernet cable sir sorry ma'am so there's an internet cable connected from the modem through the warrant node right to the internet port modem yeah go to the warrant node so you're currently on a wi-fi call so you're.
19:00
Speaker 1
So if I unplug the internet, the call drops. Yeah, where I am, I have no actual landline. I'm sorry, maybe I shouldn't have said that. So how is it that the computer and the TV are working but the phone is not? How does that happen? I don't understand it. Go ahead and go to your, go to the physical box. I have the Wi-Fi name and the password written down on a piece of paper that is in my hand right now. The phone, the computer and the TV are connected to the Velop. The phone is not. And I, I'm entering the correct password into the phone and it's not connecting to the.
20:00
Speaker 2
Okay, now go to your Wi-Fi. Go to Wi-Fi. But can you still remember? What is your Wi-Fi name and Wi-Fi password? What are the other devices connected to the network? Except for your computer and television.
20:00
Speaker 1
I'm accepting it. I don't understand that. Great. Great. Great. How is it possible for them to do this to me? [silence] But how is it the two other devices are still connected and just the phone is not? How is that possible? And why is it not accepting the correct password? Yes. So we're, I don't know what you mean when you say web interface. Are you talking the T-Mobile gateway? Are you talking the upstairs node, the primary node or the secondary node? [silence]
21:00
Speaker 2
to reset because all the configuration will go on the race uh it's actually uh it's it's passable which means the router is working fine since other devices can connect to it so it might be there's some settings that we need to change in the router or the phone itself possibly caused the issue so there are possible things with this kind of issue because it's third-party device um i'm trying to access the web interface no the links is the parent node router settings [silence]
22:00
Speaker 1
What the hell? All right. That is in a different room in the house. All right. So I have the parent node. What do I do? Honestly, I don't know. I actually, maybe the cell phone actually works. I just called on the the VoIP, so that I could see what to do on the cell phone. The cell phone's not connected to the lending, just because they took it off. So I suppose you can call back on the cell phone, but then
23:00
Speaker 2
So you have an option or alternate number which I can use to call you back, really just in case you lost this call. Okay, can we provide, they call back number? Okay, so four, one, three, three, two, two, sorry. Okay, so let me just, let's just try to reset the router and start from scratch. So, I would like to set that expectation that we will totally disconnect because we do need to start
23:00
Speaker 1
Yep. Okay. Okay. Okay. it's blinking red. it went to red. then it's solid blue now. Yes. it it uh, it did. it did. it it uh, it did. Yes. it it uh, it did. it's done that. it it uh, it's done that. it it uh, it's done that. it's solid blue. No. solid blue. it it uh, it it uh, it needs to be blinking blue.
25:00
Speaker 2
start from the beginning to figure out what's really going on with your Linksys router. Alright, now press and hold the reset button of the parent node, Carol. Then wait for the light to turn solid blue. So make sure it will blink red, turned off and turn to solid blue. Keep holding. Did it blink red. And it went off and turned to solid blue. Right now, what is the light indicator? It's blinking blue. Yes, it should blink blue after it turns a solid blue.
25:00
Speaker 1
It's not for not. So it's red, it's blinking red. Now it went from blinking red to solid blue. What do you mean let it go? I released when it was solid blue. Wasn't that what I was supposed to do? It's solid blue. Let me do it again. I'm pushing the button. It's red. It's blinking red. It's blinking. It's blinking red. Now it's not doing anything. Oh good. It's no color at all. Am I am I Now it is solid blue, can I let go?
26:00
Speaker 2
try to let it go and observe the light indicator. release. the reset button now. and check the light indicator. [silence] Release now.[silence] Wait for the light to change to solid purple. [silence]
26:00
Speaker 1
And how long is that likely to take? Yeah. All right. It's solid purple now. [silence] OK. It's blinking purple.
28:00
Speaker 2
two to four minutes. it'll just take a few minutes. just let me know when it turns to solid purple. now let's set up this one using five press method. kindly press, release the reset button of this parent node five times within five seconds and notice the light.
28:00
Speaker 1
Purple. It went to red, and now it's blinking purple. Yep. OK. Yep. All right. OK. All right. I need to go back downstairs unplug it and bring it up.
29:00
Speaker 2
Okay, setting up. So after you press release to reset button five times, for 5 sec, the light starts to blink purple and it's a blinking purple. So it will takes 3 up up to 5 minutes to setup this router Carol. So kindly wait in observe until it change to solid blue. And while waiting, kindly grab the other node because we need also to set up that one since we reset the parent node. So move it closer to the parent node about one foot or two feet apart. Yes please.
29:00
Speaker 1
Okay. Now do I have to plug this in? No, no. No. No. Okay. Now do I have to plug this in? No. [silence] No, that's going to be a small problem.
30:00
Speaker 2
[silence] Yes, make sure it is placed about 1 foot or 2 feet apart from the parent node. And if you can make it, candy plugged up directly to the wall outlet.
30:00
Speaker 1
All right. Well, it's well two feet away. All right. It's, so the, it's solid blue. All right. The panel note is solid blue. The other node is solid. No, the other note is blinking blue. So, this starts with a... It's it starts with a... It's this starts with a... Oh, well, so you wanna go ahead and go... It doesn't say password, it says... Security, is that the same thing? Well, Security says None, when I go to press on it, it's not giving me an option to enter a... Yeah.
31:00
Speaker 2
Let's name it now back to its default IR underscore network setup and dash I can check all that information on the network list care of of this showing. Yeah. Security else proxy are the same.
32:00
Speaker 1
What does that mean? How do I know if it's connected? It didn't have a space to select the password. I just told you that there's an underline. So it says name. That's what I want to enter in. It says name. It starts with an n.
33:00
Speaker 2
make sure you are not connected automatically. disable it. [silence] and make sure to unselect your wifi password. [silence] it will show it's connected but in the problem is that make sure to select your wifi name, carl. and enter the wifi password on the bottom of the parent node. [silence] there is no space on the wifi password. if you're going to look at the bottom, you can see that information.
33:00
Speaker 1
All right. Underline and then, all right. All right. All right. It's connected now. with the parent. The child, well, I have to put that back downstairs. The child is blinking red. Uh, It's blinking red. [silence]
34:00
Speaker 2
you cannot actually locate that one on the network list. Try to manage your networks. And then check the available networks if that Wi-Fi name are detecting or showing, so that you can select that one and enter the Wi-Fi password. [silence] So what is the light indicator of the child mode? [silence] Reset that one. Press and hold the reset button and release when it turn to solid blue.
34:00
Speaker 1
Finished blue. [silence] So this means that the name and password are going to be different for the computer and TV than they are for the phone. Oh god.
35:00
Speaker 2
[ silence] okay, let's go and wait for the light to turn solid purple. the since your motorola phone is now connected to your Linksys network, check if you can browse. Actually, since you reset the router, all the configuration are lost, but we can still retrieve or recover it. We can still change its Wi-Fi name Wi-Fi password back to its original. [ silence]
35:00
Speaker 1
the cell phone, the computer and the TV. Yes, yes, I have it written down. [silence]
36:00
Speaker 2
But how many devices do you have in total that needs to be connected to your Linksys network?
36:00
Speaker 1
[silence] it's purple. All right it was blinking red that one's back to blue. It's purple it's blinking purple. same all right well that's downstairs do I bring the could swap stairs or do I hmm it the parent or the child ? title is blinking red is it supposed to be blinking red ?
37:00
Speaker 2
Wi-Fi name, default Wi-Fi name and password of the parent node so that we can access the web interface and change the Wi-Fi name and password. You can actually take a photo of all of the details labeled on the bottom, Carol, using your phone. The parent node. It is setting up. It will take 3 to 5 minutes.
38:00
Speaker 1
Do I wait for it to be done or do I go downstairs to the computer? Well the the child node is still blinking red. That's okay? uh
39:00
Speaker 2
Yeah, just go downstairs. We can actually check on the router settings of the child node, it's already connected. Yeah, it's okay, because it's still setting up.
39:00
Speaker 1
All right. So now the computer is saying Wi-Fi, no network. So I guess no surprise there. Yep. Well, all right. So the old network name is
40:00
Speaker 2
no, because you are no longer connected. Make sure you are connected to the underscore velop setup on your computer. do not use that one. you will not you are no longer connected to that yes, forget.
40:00
Speaker 1
Got an error message, oh, it just disappeared. It says out of range. It says not connected. Delet that, and it comes up, but it's there's no I don't know where. There's the password. No, it's here. It's connected to the network, but it's not allowing me if I hit when does the password thing show up for me to fill in? [silence] [silence]
42:00
Speaker 2
but your computer is now connected to underscore Velop setup. did you forget the network? it might that you connect automatically. what do you mean for the wi w for the wi Yeah, F I ' cause it should show up there should be a bar there below for you to type your wi-fi password. Yeah. Yes, you're not able to type your router Wi-Fi password. Okay, try to... Let's hold it closer to the computer earlier. Okay now. Grab the Zoomer and check the Zoomer. It is solid blue.
42:00
Speaker 1
I just unplugged it. It's plugged in it's blue. It's plugged in where it was plugged in before.
44:00
Speaker 2
What is the light indicator of the child node? Okay. Relocate that one. Back to it. Yeah. [silence]
44:00
Speaker 1
It's still saying out of range. no it was solid blue. I told her it was solid blue and I clicked it in. Now it's red. I have a meeting in 45 minutes that I run. That if I can't be ready for it there's there's a big problem.
45:00
Speaker 2
[silence] [silence] [silence] Just wait for the child bone to turn solid blue because it's still blinking. [silence] [silence] [silence] And the dear relocate, it's still setting up Carl. [silence] [silence] Yeah, but we don't have the control for that node to boot up. We really need to wait for a few minutes for that one to reconnect. [silence]
45:00
Speaker 1
I don't understand how it was possible for either T-Mobile or Motorola to do this to me. How were they to child is now solid red. Oh wait. Now. Okay. [silence]
46:00
Speaker 2
Let's keep on observing it till blink and turns to solid blue.
46:00
Speaker 1
It's still saying failed to connect to network. Out of range.
47:00
Speaker 2
Thank you, so is it solid blue now? Yes, it looks like. Since it's solid blue, try to connect your computer. So the underscore vowop. Thank you, try to restart your computer also. Okay, so restart. Is it restarted? [silence] I, call for tech support.
47:00
Speaker 1
Yep, and it's showing no Wi-Fi at all. [silence] It's saying on, but weak signal. And it's still, it hasn't had me enter the password. Yeah, it's not. Where is
49:00
Speaker 2
Make sure the Wi-Fi is on. [silence] It should give you an option to enter your Wi-Fi password.
49:00
Speaker 1
Is it supposed to do that? It says connected. The name is up there. I'm on the settings. It's saying _velop. It says connected, but it says weak signal and I have not entered any password. The already what? Forget this network. Okay. All right. So we enter the name again. This is SSID. [silence] Got it. [silence] Wep? [silence] No. Pass? [silence] Probably a password. nothing yet. Pass, nothing. WEP? [silence] the name again. this is the name of the network. It's VELP followed by some numbers, _Vlop. [silence] This SSID. [silence]
50:00
Speaker 2
on the Wi-Fi settings and then check if did you already forgot network what, try to what, network, network, forget forget what network yeh and there is nothing available, there should be a available network showing, [ silence ]
50:00
Speaker 1
okay all right I hit connect it's still saying out of range I don't know what the phone is connected to no probably not I don't know what it's connected to no this this phone that I'm talking on is the is the iPod
51:00
Speaker 2
on the network list. Manager Network ... [silence] but your phone is currently connected to the underscore Velop setup. [silence]
51:00
Speaker 1
K. That has never been connected. That's directly hardwired into the gateway. No, I have not connected. I have not connected on the Motorola. I have been speaking on a different phone. So, no, the Motorola has not been connected. That's the problem. That's what the problem that I called about. All right, well, the Motorola says connected. The phone, the Motorola connected to the develop with no password.
52:00
Speaker 2
Your Motorola, the one that you connected earlier. Check if it is still... okay, so I thought your Motorola tried to connect your Motorola now, your phone. Go to Wi-Fi on your phone and then check if you can't browse because you tried to connect that one earlier with the underscore velop setup and enter the password labeled on the bottom. You're going to do the same thing with your computer.
52:00
Speaker 1
word, it's on there now. I never entered the password, it's on there, security strong connected. That's fine. That's. No, it's not connected, because it's saying it's too far away. Is my phone able to connect with a computer? I have tried to connect the computer. I press connect. It bounces up and down a few times, and then I get the message that says it's. Wait, it'll come on again in another second. [ silence ] Well, it comes on and off, over and over. It just keeps bouncing up and down. It says, computer's on, then says, connection is closed. [ silence ] [ silence ] [ silence ] [ silence ]
53:00
Speaker 2
How about your computer and your phone were able to connect with that? Yeah, but then the problem is that you are in the same location with your phone and your computer and your phone can connect with it. Try to connect your computer.
53:00
Speaker 1
failed to connect to network out of range. That is what it is saying. The child node is solid blue. So if I don't get this computer connected, I am screwed. So so I had the computer before, now it is disconnected. It was the phone that was not connected before. Now the phone is connected with a name and pat. How can the phone be connected? [ silence ] It's not connected. It says not connected. That's the point. It was connected before and now it's not. Why did it disconnect?
54:00
Speaker 2
Okay, so we're trying to access the web interface to change your Wi-Fi name and Wi-Fi password. Just to make sure that your computer is connected. And it won't be able to connect. It will not connect, Kyle because you're not able to enter the Wi-Fi password. Try to go to it on settings.
54:00
Speaker 1
How do I get, I'm in settings, I've got, DLNA set up, one DE, it is not connected, I press connect, it bounces up, there is no place for me to enter the password, that's what I'm trying to tell you, it's not asking for a password, it's just bouncing up and down and then saying out of range, where am I supposed to enter the password? I am now freaked, I now no longer have a computer. What do I do? Failed, network connection error, failed to connect to network, out of range, how is that possible? I have a phone. Yes, well, which Wi-Fi, what are you talking about? The phone is connected, that's nice, the phone is not gonna do me a good damn bit of good, the phone is on the new network, fabulous, I can't go to eating on the phone. How is the
55:00
Speaker 2
Is your Wi-Fi on? [silence] Okay now, go to your settings...
55:00
Speaker 1
on the computer, yes? velocity, uh, underscore velocity
56:00
Speaker 2
They am, in settings and then network and internet, and select your WiFi name. Okay, select that one.
56:00
Speaker 1
It's not going to it. It's bouncing up and down. I just got the little X disconnected. How is this even possible? I. Crap. Yes, it's where it was beside the child node for a year. It's right in the exact same position. The child node is blue. Why is it not working? I have a meeting in 20 minutes. I now have to find some place else to go in somebody else's computer to use for this meeting. Do you understand that?
57:00
Speaker 2
well, it was and is it closer to the child though? okay, right two wires.
57:00
Speaker 1
My computer was working fine before and now it's not. What am I supposed to do? Why is it nice? Oh. Yeah, this is great. This is fabulous. I'm so happy. I took something that was working the computer and now it's not working. It's on the network but the network isn't working. No, I don't. There are no ports on this computer. That's why it has to be Wi-Fi. Oops, but the Wi-Fi is now gone. I cannot connect to the Wi-Fi. I am screwed. [noise] Huh.
58:00
Speaker 2
okay, now, do you have the option to wire this computer directly to the child node? What I mean for the Wi-Fi is now gone.
58:00
Speaker 1
The computer was connected, it was the phone that wasn't. Now the computer is on a new network with no password and it's not functioning. LOP set up one DE with at the beginning. D no no, the name column. [silence] Luckily, I'm not using
59:00
Speaker 2
And what's the WiFi name of the, parent's, node, and, how, did, you, connect, your, computer, because, this, should, be, an, option, for, you, to, enter, the, WiFi, password.
59:00
Speaker 1
It sums up, and that's it. I click on it, a bunch of stuff bounces around and then it comes back with the out of range message. That's all I know. I now have about 10 minutes to find somebody else with a computer that I can go to to run this meeting. So, I need to be done now. I'm sorry. I just shouldn't have bothered. Okay, I have to go because I got stuff I got to do now. That, yeah. Thank you.
60:00