V2 Rubric Detail — 9efe220e-7560-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 15:22
Duration
77m 54s
Contact
Meganee Dosanjh
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135487
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to Split the Bands_SPNM60CF
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall74.8% (+18.8)

V2 Grader Summary

The agent ultimately resolved the customer's inability to access the router UI and split the 2.4GHz/5GHz networks, resulting in internet connectivity. While most troubleshooting steps and technical guidance were appropriate, the provision of factually incorrect URLs (myrouter.com, test.monroe.edu.google.com) constitutes a critical technical accuracy failure that warrants auto-zero, despite the successful outcome.

V1 Case Analysis

Customer unable to access router admin UI (myrouter.info / 192.168.1.1). Agent provided incorrect URLs multiple times, caused confusion. Eventually guided through child node reset, password recovery using five-digit key, and accessed UI. Disabled Quick Setup, split 2.4 GHz and 5 GHz SSIDs, saved settings. Internet restored and confirmed working.

Troubleshooting Steps
  • Attempted access via myrouter.info, myrouter.local, 192.168.1.1 on Chrome and Edge.
  • Cleared browser cache multiple times.
  • Factory reset of child node.
  • Connected to child node's temporary network.
  • Used 'Forgot password' flow with five-digit recovery key to set new admin password.
  • Logged into LinksysNOW UI, disabled Quick Setup, renamed 2.4 GHz and 5 GHz SSIDs, saved settings.
Key Observations
  • Agent provided multiple incorrect URLs (router-dash-info, myrouter.com, test.monroe.edu.google.com) causing confusion and wasted time.
  • Did not confirm model number at the start despite troubleshooting a model-specific UI (SPNM60 uses myrouter.info and Incredible-WiFi).
  • Call was extremely inefficient with long hold periods, repeated cache clears, and looping instructions.
  • Eventually succeeded in guiding customer through correct password recovery and SSID separation process.
  • Customer confirmed both Wi-Fi networks working and internet online.
Positive Highlights
  • Eventually guided customer through correct password recovery using the five-digit recovery key from the node label ([43:00]).
  • Correctly instructed to factory reset the child node to regain access ([35:00]).
  • Successfully directed customer to Menu → Incredible-WiFi and disabled Quick Setup to split 2.4 GHz and 5 GHz bands ([46:00], [66:00]).
  • Confirmed resolution with customer — both networks working and internet online ([77:00]).
Agent Errors / Gaps
  • Provided wrong web addresses: 'router-dash-info' ([02:00]), 'myrouter.com' ([18:00]), and 'test.monroe.edu.google.com' ([21:00]) — all invalid for Linksys routers.
  • Did not collect or confirm the product model number at the beginning of the call, despite troubleshooting a model-specific interface.
  • Spent excessive time on ineffective steps (repeated cache clears, browser switches) without progressing.
  • Gave confusing and inconsistent instructions (e.g., 'myrouter.locol' [18:00], unclear reset guidance).
  • Put customer on hold for 5 minutes without explanation or progress update ([12:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms both 2.4 GHz and 5 GHz networks are connected and working, with solid lights on both nodes and internet online.
R2 Met Diagnostic thoroughness conf 94%
Agent walked through URL checks, cache clearing, browser changes, reset of child node, and password recovery before achieving access.
R3 Met Correct resolution path conf 95%
Agent identified the device as SPNM60, used the correct local URL (myrouter.info), performed a node reset and guided password recovery – appropriate path for a cognitive‑mesh router.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked for model and Wi-Fi name but failed to identify that the issue was likely double NAT due to ISP gateway (Adran modem), which explains failed access attempts.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used browser and reset button appropriately, but did not use `myrouter.info` as primary URL early enough despite SPNM60 being confirmed; also introduced invalid URLs like 'test.monroe.edu.google.com'.
T3 Not Met No misinformation conf 93%
Agent instructed customer to use 'http://myrouter.com' and 'http://test.monroe.edu.google.com', which are factually incorrect and not supported by any KB; this materially derails troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving with holds and step‑by‑step instructions, but the conversation was long, repetitive, and at times lacked clear transitions.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language and repeated steps, yet occasionally used jargon and gave confusing instructions (e.g., wrong URLs), requiring the customer to ask for clarification.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the call, did not transfer, and followed through to resolution.
O2 Met Proactive follow-through conf 94%
Agent provided concrete next steps (reset node, clear cache, log in, change Wi‑Fi names) and confirmed completion before ending the call.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent thanked the customer repeatedly for waiting and expressed patience throughout the call.
X2 Met Tone & rapport conf 90%
Agent adjusted tone, used polite language, and checked understanding at several points (e.g., confirming browser, Wi‑Fi name).
X3 Partially Met Overall experience conf 84%
Customer had to repeat information multiple times and perform several manual steps (cache clear, browser restart) that could have been streamlined.
Call Transcript131 turns · 140 lines
Speaker 2
welcome to linksys support to assure quality service your call may be monitored please remain on the line for assistance thank you for calling linksys technical support my name is Eli how can I help you Yes, absolutely. okay LDS. Uh-huh. [silence]
00:00
Speaker 1
548 7. Yeah, I was told to use a laptop. So, I've got a laptop now. [silence] Yeah, it is. [silence] Yeah, I've got my uh Google Chrome open.
01:00
Speaker 2
487. Okay, thank you so much. Just give me one moment. Okay. Okay, so since you have already the laptop that we can use, can we even please make sure, ma'am, that the laptop is connected to your network? Okay. Now, please open a browser. Okay
01:00
Speaker 1
Yeah. HTTPS. Yeah? Yeah. Okay. Yes. Yeah, I have. And now, now I have my, I have my router.info accessing the link, the Linksys smart Wi-Fi router interface and I have Linksys router, how do I log log into the web web? [silence]
02:00
Speaker 2
Now, on the URL bar, type in HTTP colon forward slash forward slash router-dash-info and just p- just please press enter. Mm-hmm. And then in watch paid- okay. Mm-hmm. [silence]
02:00
Speaker 1
interface on the top one yeah that's it there's a lot of links and it's sending me to youtube and things like that yeah it's on the URL bar not under search bar.
03:00
Speaker 2
Okay, did you put it to the most top search bar? Or in the center of your Google Chrome? Okay, on the top one and aside from that one. What are the other options that it's giving to you? It seems like you, I mean, we put it on the search bar. Um, can we uh can we make sure that it's on the URL bar? And ok, um, instead of the myrouter.info, uh, give me one moment. Okay.
03:00
Speaker 1
Mm- hmm, yeah, So it's 192 dot uh 192 dot 168 dot 1 dot 1.
04:00
Speaker 2
Can you type in the 192 on the URL bar, still? 192.naught one naught one
04:00
Speaker 1
Yeah, it says the same thing. This site can't be reached. I've been checking it online, but it says maybe sometimes our device is not the same IP address as that 192. So we need to change it. So I'm not sure how to change it on the on my device. Okay. Because I've tried on my Android phone, I've tried on an iPad, now on a laptop, and I've tried on a on big Samsung tablet as well. And it's showing me the same thing and I really need to split my uh Wi-Fi for my door camera.
05:00
Speaker 2
can you please um it's not actually really about the uh I p address uh well yes okay so the IP address is actually randomly assigned okay um okay I see um instead of my router period info and instead of the 1 92 dot 1 68 dot [silence]
05:00
Speaker 1
uh-huh [silence] what does this thing say [silence] calam [silence] [silence] yeah [silence] [silence] it still say [silence] this site can't be reached [silence] google chrome
06:00
Speaker 2
And can you try this option? So, still on the URL bar, type in http colon slash, slash. My router.local. What browser are you using again? Chrome, okay. Do you have any other?
06:00
Speaker 1
There is, yeah, there's another one here. I'm not sure what's this but my daughter is lost but there's another router. Sorry, what is it? http? Col? yeah? Yeah? yeah? This is, uh.
07:00
Speaker 2
I mean, do you have any other available browser that we could use?
07:00
Speaker 1
can't reach this page. Did you mean router info? Search the web for my router info. 192.168.1.1. Same thing. It's edge, edge. Okay. No, this one, no, this one is telling me um 192.168.1 is a private address.
08:00
Speaker 2
Okay, try using the default IP address, the 192.168.1.1. 192.168.1.1. And what browser is this? What browser is this again? Uh, is it still the same error this site can't be reached? [silence]
08:00
Speaker 1
IP address commonly used as a default gateway for home and small office routes, allowing access to the overview... and it's giving me some link. Mhm.
09:00
Speaker 2
Mm-hmm. Okay, I see. So you're still, like, it's still unable to access. Uh, uh, give me one moment. Let me just double check something here. So, can you make sure that the
09:00
Speaker 1
Yeah. Yeah. It's the community fiber. Oh, you mean the box. On the box. Uh, it's community fiber 10 GB alpha foxtrot 984. Yes. [silence]
10:00
Speaker 2
By the way, Miss Megha, uh, Miss Megan, can you confirm the Wi-Fi name of your Linksys router? No, the one that you're connected right, now, or the network, name that you assigned for your Linksys router. What is its Wi-Fi name? 94, okay, thank you so, much. And the laptop is currently connected to this network, right? Uh, okay.
10:00
Speaker 1
uh-huh. uh-huh. uh-huh. No, it's seeing the same thing. uh
11:00
Speaker 2
okay can you try uh still on the Google browser uh miss Megan can you try um still on the Microsoft edge I'll please use the HTTP uh uh forward forward slash my router dot local same with the with the 192 168 dot 1 dot 1 uh let me put the call on hold miss Megan for about 30 seconds [silence] It's gonna be 5 minutes, okay? Cuz I'll be checking on something here. And I also need to pull up some of my resources then I'll get back to you, okay? Okay, thank you so much. Please stay on the line.
11:00
Speaker 1
Yeah. Yeah. Yeah. Yeah, they have, yeah, they both have him. [ silence ]
15:00
Speaker 2
Okay, so, uh, Miss Megan, as we're checking here, you have two routers, right? Uh-huh. Do they have the same model number, DSPN60c, yeah? Okay. Okay. Um, on the Microsoft Edge, uh, let's try using it first, since it's the browser that is currently open. Uh, can you, uh, clear the browsing history or the cache of this browser for a moment?
15:00
Speaker 1
I don't see how to delete this on this one. Okay. say it's control uh control shift and delete. Okay. So clear now, yeah? Yeah, I've done that.
16:00
Speaker 2
[DOWNWEIGHT] Mhm, okay. Give me one moment. Okay. Um, there's actually a shortcut key for that one. So, just press and hold the control, the, uh, control, shift, and then delete from the keyboard. So, press and hold it. So, control, shift, and then the delete. So that you will be routed to a page where you can clear the cache or the browsing history. Yeah. Control, shift, delete. Yes. Okay.
16:00
Speaker 1
Yeah. I know, uh, I've already deleted data, yeah, I've done that. Um, it's Control Alt, uh, sorry, Control Shift Delete, yeah. Uh, last 24 hours, yeah, and then clear. Yeah, I've done that. Oh, yeah.
17:00
Speaker 2
Did? Did it do it? Do it, and brings you to delete browsing data and some options like, how, okay. Now, can you choose the last 24 hours? [silence] Click the last 24 hours and then click on Delete data. [silence] Okay, then can we try it again, please? [silence] Yeah. Ctrl, shift, delete. And then yes. Yes. [silence] Okay, now please close the Microsoft Edge browser. And then, and then re-open it again, and then try to access both link.
17:00
Speaker 1
HTTP HTTP http myrouter.com [silence] Now still saying the same thing [silence] Just this or HTTP [silence]
18:00
Speaker 2
The http://myrouter.local: yes. HTTP. Ah yeah you can try first the my router dot info please okay. uh can you try the myrouter.locol? yeah use the. Let's see.
18:00
Speaker 1
Yeah, still the same. Can't reach this page. Okay. 192. dot. Yeah, it's saying the same thing. It's a private IP address commonly used can't log in. I can't log in. To log in. No. [ silence ]
19:00
Speaker 2
like enabled to access or this site can't be reached uh okay can you try to use the 192 that one six eight 168 like you don't have the option like to click on advanced proceed or continue
19:00
Speaker 1
Again. Yeah. Yeah. Is it the same button? [silence] It's not working on this one. [silence] Yeah. Oh, yeah, I've got it. So is it last 24 hours?
20:00
Speaker 2
and uh... and then um uh... you know and uh... yeah uh... you know it uh... you know and uh... you know it uh... you know it uh... you know it uh... you know and uh... it uh... it uh... you know but is currently connected right to your network the the M60 CF okay hmm hmm can we try the Google browser ma'am please okay hmm same yeah same thing before we proceed on using the uh the different links that uh that we are going to provide can you perform first the clear cache of my of your Google Chrome yes control shift delete. on the Google Chrome. yes still the last [silence]
20:00
Speaker 1
yeah it's already done yeah I'm on it I'm on it now hello [silence]
21:00
Speaker 2
24 hours? okay now uh close the browser close the Google browser and then reopen it uh yes i'm still here so uh yeah once you are already um once you have already opened the Google Chrome uh use the http://test.monroe.edu.google.com
21:00
Speaker 1
http://marirouter.info says the site cannot be reached. well it's the same yes
22:00
Speaker 2
Buy router.info. Yes. Can you try the http://myrouter.local? It's still the same. Uh, can you try the 192.192.168.1.1 [silence]
22:00
Speaker 1
Yeah, I've done this. It's still saying the same thing. Well, what's the other option? Because we've tried so much now and it's... And I've been trying this since... I mean, if there's been a two hours I'm doing the same thing. [silence] Okay, so what you want me to do? Mm-hmm. It's a... it's a the white wire, yeah?
23:00
Speaker 2
Okay.
23:00
Speaker 1
Hey, I've removed it. Yeah, it's ready now. Okay. But there's no internet, though. Yeah, yeah, yeah, yeah, it's there. Yeah.
24:00
Speaker 2
this Wi-Fi, so remove it first. okay, so right now the parent node should have, the, it doesn't have any internet connection. okay, now, open again the browser. I mean, before that, go to the settings of your laptop, please. and then make sure that the laptop is connected to your linkss to your linked network. though, yeah, so that it doesn't have any internet, we just really want to make sure that it's connected. okay, uh, open again a browser.
24:00
Speaker 1
Okay. Yes. This site can't be reached.
25:00
Speaker 2
and then you use the same link. the HTTP colon keyword keyword my router my router.info it's still the same uh try to use the uh my router dot local. HTTP. [silence]
25:00
Speaker 1
Yes I'm not listening I'm trying to figuring out why reasons can't reach uh.
26:00
Speaker 2
it's okay but can and it says it's not connected but is there an option for you to just easily connect to a men just easily proceed or are the word that says continue obviously default IP address the 192 168 point one that one
26:00
Speaker 1
And then it says, try running Windows network diagnostic. And the internet is not connected yet. It's off. Sorry, what did what do you mean the model number? Yeah, it's the Sierra Papa November, Mother, 6 0.
27:00
Speaker 2
Okay, it's okay, because actually it doesn't have any in internet. Okay? Uh, give me one moment, okay? Yeah, okay. Uh, by the way, uh, Miss Megan, can you see any model number or brand from the modem? Yeah, the model number of your modem.
27:00
Speaker 1
Yes. Yes, I have two of these. Yes. Yeah, it's a square thing here. Okay. There's nothing written as a model number, so I'm not sure which one. [silence]
28:00
Speaker 2
Um, is this the router? Okay, um, from the parent node or the one that you just provided is there any, is there another device where the parent node is getting an internet? Oh yeah, you have two Linksys routers. But the Linksys routers. Where are they getting the internet connection? Are they getting the internet connection from another device? Yeah, can you give me the model number of that device please? Um, how about a brand instead?
28:00
Speaker 1
Do you mean Adran? Is it that one? Yeah, it's a okay. It's capital E I D echo India Delta C d column Adran? Adran. A D R A N hyphen Sierra Delta Xray hyphen 631 Quebec. [silence] okay.
29:00
Speaker 2
Okay. An Adderon. Yeah, that's the one. [ silence ] Okay, thank you so much. Yeah, this is actually the one that we are looking for. Uh, give me one second. Found it. Okay. Okay. Okay. Yeah, it's okay. Um, can you plug it back in? Ma'am, maybe someone is using your internet connection while we are nothing. Okay.
29:00
Speaker 1
Uh-huh. Yeah. Good. No worries.
31:00
Speaker 2
So yeah, you can put back the ethernet cord that is connecting from the a2 Comm adran modem to your linksys router, okay? So maybe someone is actually using the internet, so um, just give me uh three to five minutes, uh Ms Megan. Because I'll just be working here quietly, and then I'll just call your attention whenever I need something from you, okay?
31:00
Speaker 1
Speaker 1: Yes.
32:00
Speaker 2
I just call is what attention if you need some help OK. Um, hello Miss Megan. yeah, thank you so much by the way for patiently waiting because um, I did actually check everything here so there should be no problem especially on the way on how you access the web user interface of your SPNM60. So, uh, here's what we are going to do. Uh Miss Megan, so I want you to be with the child node on where is it located right now? Cause uh we are going to test accessing the web user interface of the child node.
32:00
Speaker 1
Which one? Where is the child's note? Okay. Okay. So what you want me to do again? And what do you want me to do as you? Doing that.
35:00
Speaker 2
And then for that one what I wanted to do is, I wanted to reset the child node, bring it to its factory default settings. The child node. Because you have two of this one right? Uh the parent node is the one that is connected directly to the Adran Modem. So, yeah so that's the parent, now the child node is the one that is being deployed on another location. Yeah. Press and hold the reset button of that child node. We are going to access the top right corner of the node, some button there, Uh. Uh an icon, a button there. Uh, you cannot press it because you cannot see it or without a manual, so just like if browser Chrome on iOS if you do not have iPad Pro you still do not have the screen recorder. Right now. Okay, so long press and hold the reset button there. That's the child node that is connected there. Uh, you will see uh different uh different uh uh lights. Uh indicating different uh uh things. Applied factory default and it will start from the beginning.
35:00
Speaker 1
Where. Okay, it's right now. it's like flashing red. Yeah, yeah, I have a question. I've got a solid blue ball. I've got a solid blue. Oh, no, it's flashing. It's flashing, the blue is flashing, it's not solid.
36:00
Speaker 2
assists its web user interface? Yeah, so you, you should be getting a solid blue. That means this, this child node is ready for setup. Okay, now can you check under the child node? Look for it. I thought it was already solid blue. So yeah, let's wait for it cause, since you just performed the reset on this child node. So for, okay. let's wait up until it turns to solid blue. But while waiting, check underneath the child node and look for its default Wi-Fi name and password.
36:00
Speaker 1
so there is a reset, you mean the button mm-hmm oh yeah, there's a just name okay, that the white box is done the blue is the blue is solid blue now mm-hmm yeah, yeah, I've got it yeah, I've got it mm-hmm sorry, take
37:00
Speaker 2
that should be underscore velop setup or maybe another name. At the bottom of the child node look for a Wi-Fi name or look for its default Wi-Fi name. Okay. You need that information ma'am. So take a picture of that network name. Okay. Take a picture of the sticker under the child nodes information or the router because you will be needing that default Wi-Fi name of that child note, okay? Especially the password as well. Get the password of the child. Okay. Go to the settings of your laptop.
37:00
Speaker 1
Okay. yeah oh you want to see if uh can see the wi-fi name yes put the password yeah Sorry, I'm not able to fulfill your request because I don't have an audio or video input functionality. please try again with a different question. i'm here to help you with any information or answer any questions you might have.
38:00
Speaker 2
go to the Wi-Fi settings of your laptop. Uh, can you, can you see the Wi-Fi name of the child node? off the child node that you just reset it earlier. okay, connect on that network. so just give me a little bit of a call back. Uh huh.
38:00
Speaker 1
Okay.
39:00
Speaker 2
Can you let me know once you're already connected?
39:00
Speaker 1
yes connected no but it says no internet no internet to queue yes it's a Google Chrome [silence]
40:00
Speaker 2
However, let me just Google this question. Okay. Me too. Uh, if you would like to grab your laptop, that's fine too. Uh, okay. Uh, now where the, OK. It's OK. Can you open a browser please? OK. Um, once we all have already the browser, um, what browser is this one? Are we using the Google Chrome or the Microsoft Edge? OK. Uh, put this one on the URL bar, the HTTP colon forward slash [silence]
40:00
Speaker 1
Yeah. Okay, so your connection is not private advanced. Yeah. And then proceed to http://myrouter.info unsafe. No, it says if I want to I need to proceed. Should I click on proceed. Yeah, I'm I'm logging now. It says router password. Okay.
41:00
Speaker 2
Forward slash my router dot info. Yeah, click on advanced. Okay. And... Okay, you are already on the router info login or? Okay. Yeah, click on proceed. Yeah, use the router password that you used to connect on the laptop earlier.
41:00
Speaker 1
Yeah, I'm logging in now. This is incorrect. Okay, 3d.okay maybe I'm wrong. DY.XCCE a number one. CE. Yeah, it says the password is incorrect. Hello.
42:00
Speaker 2
Okay, so are you already in where you can see the, okay, is there an option for you to click on forget password, that's under show hint. Okay, choose that option and then it will ask for a five digit recovery key, that information can also be found under the child node. [silence] Yes, you need to create a new one. [silence] So for this one, it will not allow you to use the same character, like the same letter, the same number and the same
43:00
Speaker 1
Okay, it says, Rauta post on him, optional. I don't need that., yes. Have need just one of both?
44:00
Speaker 2
Yeah, you don't need that, if you but just make sure that you write it down, okay? The router password. Cuz you need it whenever you need to access this router settings in the future. You actually need both. The the one that you're going to set up for the Wi-Fi and for the router.
44:00
Speaker 1
No, no, I'm saying for the other one. Uh, do I, I mean, the other one as well, I will need the same password or the parent one. Okay, I'm on it. Now it says, it says, troubleshoot. Good morning, for one, for two, internet offline. Oh, okay. Okay. Okay. Okay. [silence] What is it called? Quick setup. I can't see that. Under incredible Wi-Fi, I have... Let me go and talk.
45:00
Speaker 2
Uh, give me one moment. So, go to menu. And then, click on incredible Wi-Fi. And then, you should see there the word quick setup that has a lightning sign on the left side. [silence] Quick setup. That's under incredible Wi-Fi. Yes. So,
46:00
Speaker 1
I have super... I have yeah I have 2.4 GHZ band, 5 GHZ band, guest, which is off. Okay. So, no I've I've I've kept I've kept the wifi name. I've just added 2.4 and 5. That's it.
47:00
Speaker 2
what are the options that you have? Okay. So this is the page where you can customize the wifi name and password since you want to split the 2. 4 5. So you can do it here. Just tap the pen like icon on the on the right side of the wifi name. Click it so that you can customize it. So you can just change the wifi name and if you want to keep the wifi password
47:00
Speaker 1
so I can know which one it is. Yeah, that's separate. Yeah. So what I've done. Yeah, yeah. So what I've done is on one of them I've added 2.4. On the other one I've put five, so that I can know which connection is. I did that last time. It's easy for me to know. Yeah, yeah. I do I need to change the password here? Because he's still showing the old password. Okay, yeah. I keep, I, no, I'll keep the one.
48:00
Speaker 2
Yeah, you want to separate it right like you want the two Okay, because right now it's not actually, it's not yet separated. They're sharing the same name and password. So that's why I want you to cause Okay, so you're good with this one, right? Okay. So, uh, can you remove the parent node? um, I Well, as I have mentioned earlier, you can change the Wi-Fi and the main password in this page, but if you want to keep it, then you can do it. And since you want to change it then go.
48:00
Speaker 1
Yep. Uhh, oh, okay. Uhh, okay. Okay. So, rather than that line, suppression is the Yeah. Okay. Okay. Okay. Yeah, it's off. And now it's the solid blue.
49:00
Speaker 2
Okay, so the old parent node, I want you to reset it or bring it to its factory default settings. So press and hold, yeah, do it now. Press and hold the reset button of the previous parent node. Do it for 15 seconds. Okay, um, let's go back to the new parent node 'cause that old parent node [silence] is um, is lost.
50:00
Speaker 1
So, so the new Pi mode with on a solid white now and the old parent note which is now a child node is flashing blue. [silence] Okay, now it's a it's a solid blue now, shall I Okay.
51:00
Speaker 2
We'll take time to load, two boots, configure. what is the LED light of the new parent node right now? Okay. So, that will take time, so let's just wait for it. So, while waiting for that one, so can you double check the connection since the laptop is connected to the new parent node? How many WiFi name is there? so we can connect because it says we are connected to a device that cannot connect to the internet. Okay. So, wait. Can you remind us of the WiFi name? [silence]. Okay, good point. That's a good point. Okay, let me turn on this device where the WiFi name is based on. So, we don't need to connect to any generic WiFi name or something of that sort. Okay, just few seconds, we can try to connect to the grant these permission to do anything on your grant. [silence]. connected. Okay. So, we are connected to the new parent node and I think we are connected to it. Also, the LED light change from red to blinking white. So, let's just leave the old parent node as of the moment. Okay? Let's first focus on the new parent node.
51:00
Speaker 1
Just one. The one I connected before. [silence] Yeah, I need you to enter four and five. [silence] What's the Inco Wi-Fi again? I need to log in again. [silence]
52:00
Speaker 2
Okay, how many network names can you see on the new parent node? Go to the Wi-Fi settings of your laptop. Okay, just one. And you mentioned earlier that you need the 2.4 gigahertz band, right? Okay. Now go back to the router settings of your SPN M60. F Go back to the incredible Wi-Fi. Yes, you need to log in again.
52:00
Speaker 1
Okay. Okay. I need to use the same password like on the router now because I didn't change it there. Is that right? Or before it asked me to change it. Yes. Yes. It's saying to log in now on the laptop. Yeah, I did, but it's not.
53:00
Speaker 2
Yes. Uh, no, no. The router password you mean to log in? Okay, log in now. So, you did customize it earlier, right? Because you used the five digit recovery key and it did ask you to create a new password earlier. So, did you write it down? Okay, use that password.
53:00
Speaker 1
yes. it says incorrect password. again and that's the password yeah so I forgot password again okay.
54:00
Speaker 2
the one that you created earlier, use that password [silence] that's the password that you customized earlier. [silence] Yeah, just do it, just do the forgot password just to make sure. [silence] And for us to and to avoid any lockout, just use the forgot password.
54:00
Speaker 1
Can I just put you on hold for one minute please? Sorry. [silence]
55:00
Speaker 2
Yeah, sure. It's okay.
55:00
Speaker 1
yes I'm in now, It's just loading. they're saying your configuration update that's what I'm saying. They said it will take sometime, but the light will turn brightness white when the process is complete okay. Is it configuring the new, thing now?
56:00
Speaker 2
okay since now that you're in go to menu again okay okay i let's just wait for it the router password
56:00
Speaker 1
Yes, yes, I'm already in. It went through. It didn't see a mistake with the password, but it's just saving your configuration. is stuck on that page. No, no, no, it's not. No, no, no. It's just, it's that's I'm saying it's loading. Because no internet access connecting to Wi-Fi. That's why it's on the laptop, right? The internal option.
57:00
Speaker 2
Sorry, but you've typed something different from the Wi-Fi password. You are actually on the lynxis now. Can you see like, it says good morning and the port numbers on the left side. Like it's not doing anything. Can you please close the Google Chrome browser and then reopen it again, please?
57:00
Speaker 1
Yeah. [silence]
58:00
Speaker 2
from the right channel. Output only the spoken
58:00
Speaker 1
is um it's um it's uh it's it's uh it sort of it's solid white. Oh, okay. Um I'm I'm I'm I'm on welcome now. enter your router's password. um it says welcome when I when I tap yes and it says router password. it's the new one the one I changed it to yes. um
59:00
Speaker 2
what is the LED light showing from the new content node? Is it solid white or blue? How far are you from the parent note or to the new parent note? Rhythm. What flame? Okay. Okay, can you put in the rate or password? Yes
59:00
Speaker 1
Yes, she's internet connected now. You see, when it's connected now, you know, when it's connected now, the password is still shows the one on the box, not the one I changed it to. This is personalized Wi-Fi name and password. But the password came up, but the password came up as a default one. should I change it or should I leave it? No, not yet.
60:00
Speaker 2
Okay you are, are we What password are we talking about right now, ma'am? Are we talking about the router password or the Wi Fi password? So, you are, I'm not yet okay. So, are you already on the incredible Wi Fi where you can set or where you can change the Wi Fi name and password for the 2.4 and five? Which side are you Transcribing? [silence] Okay you are, are we- [silence] What password are we talking about right now, ma'am? Are we talking about the router password or the Wi-Fi password? [silence] So, you are, I'm not yet okay. [silence] So, are you already on the incredible Wi-Fi where you can set or where you can change the Wi-Fi name and password for the 2.4 and 5? [silence] Which side are you Transcribing?
60:00
Speaker 1
Amanda guests is saying turn on guest network to create separate Wi-Fi. Should I turn it on yeah? No, the page is saying guests network. It's saying to me, it's saying Annette and then it's telling me to connect to be able to create separate Wi-Fi network for guests and maintain the privacy of your main network. Okay. So I go back.
61:00
Speaker 2
No, um... okay so... that guess network man can only be... well you can use it absolutely. But since you need a 2.4 gigahertz band, right? Not the guest access network.
61:00
Speaker 1
OK, now it's on a page. That says internet connected. that's it. it's just saying... OK. I mean, it it it it came off. I need to to to type everything again. just give me a minute. OK, now I'm I'm on a page that says welcome, enter your router's password to proceed. The one which is on the router, yeah? The one that I changed No, I use the one I changed. So it which which one. Okay. Okay. Okay. Okay, shall I log it now? Okay, I've logged in and it's saying, um, now it's personalize your WiFi name and password. That's where it is. Um, okay. Um. Okay, that's fine. Should I save it?
62:00
Speaker 2
[ silence] [ silence]
63:00
Speaker 1
Okay, that's very good. To guess network. Turn on guess network to create a separate Wi-Fi network for guess. And maintain the privacy of your main network. Next, it says, back or next. Okay. Next, it says, nice mood, red light are always on. Next. Okay, it says, saving changes.
64:00
Speaker 2
Yes. Okay. Do you have the option just to skip it? Next. Next. [silence]
64:00
Speaker 1
I, it's now it's on saving your configuration and checking for software updat. Okay, now there is a, there is a QR code here. It says, Community fiber 10 G is ready. I just do done, yeah? Now it says internet on.
65:00
Speaker 2
okay
65:00
Speaker 1
My, uh, my lander is good evening. 401, 402. And then internet online is green. Okay. Yeah, I'm on menu. Yeah, I'm on it. Yeah, there is quick setup, which is already on. And then the Wi-Fi [inaudible] Okay. Yeah. Now I can see... Yes.
66:00
Speaker 2
Okay, okay. Go to menu. And then, and then click on incredible Wi-Fi. Okay, as of the moment, you can only see one Wi-Fi name. Okay. Turn the quick setup, turn it off. Toggle it off. So that, so that you can see the 2.4 and 5. Okay. Change the Wi-Fi name and the Wi-Fi name for the 5 GHz band so that you can separate the 2.4 and 5.
66:00
Speaker 1
Okay. Yeah, I've changed the names. Okay.
67:00
Speaker 2
Don't forget to scroll down and click on save, okay? so that the Wi-Fi name and for the 2.4 and 5 will be successfully separated.
67:00
Speaker 1
Yeah, I've saved. And then it says you are updating Wi-Fi settings. Do I do OK?
68:00
Speaker 2
Yes. So once you change the Wi-Fi name for the 2.4 and 5, automatically the laptop will be disconnected. So you need to look for the new Wi-Fi name that you set up earlier and then connect the laptop and also make sure that you can see the other network, okay? Might be the 2.4 or for the 5.
68:00
Speaker 1
it's still processing, though. There is, is there, it's saying no internet access connections available. Oh yeah, I can see both of them. Yeah.
69:00
Speaker 2
Okay. Is this a I I think, I mean, uh, an Apple laptop or a Windows laptop. Okay. Can you check at the lower right corner? Can you still see the Wi-Fi signal or a globe icon? Okay. Can you click it and then try to see if you can now see the the network name that used to, that okay. Connect to either one of them.
69:00
Speaker 1
it's connected to the 5G sorry okay now it's been it's loaded it's on increase the speed
70:00
Speaker 2
Okay, go back to the web user interface of your SPNM60 CF.
70:00
Speaker 1
Incredible wife I shall just leave it there it's all done here. Yeah? and click on home yeah I man home. Yeah yeah yeah yeah Okay setup a new product. I have advanced settings instant verify status instant devices instant privacy set safety. Oh okay. Setup a new product yes? Yes I have a. [silence]
71:00
Speaker 2
Yeah, just leave it like that. Go back to home or click on home from the upper center. Okay. Can you confirm, is it saying internet online? Okay. Now go back again to menu. And then click on set up a new product. The, my network.
71:00
Speaker 1
Oh, okay. uh uh uh Yeah, it was already, so let's do before you say let's searching for nerds. Okay, uh, both of them.
72:00
Speaker 2
So that it will look for the old parent node and it will be added as an is as a child node. So that you divide. Since it's already solid blue, as you mentioned earlier. I mean uhm and out and out okay just repeat yours for it That may take for about two to three minutes. And don't test the LED light of the old parent node. Is it start blinking? Or is it still solid blue. Oh It's okay. It's so So just wait for it. Let me know if there's some changes that turn LED light.
72:00
Speaker 1
Okay, but it's still, how you call it, it's still flashing. Min- uh, did we? Yeah, that's the one. they need the passcode both flashing though. Does it take some time? It's not working. It's not working. on my laptop, it shows, adds, um, community, double, three, one and then underneath, it's links, links, it's 3 8 8 7 7. no uh you look at the the which is now the for uh the child one it's it's already solid white and the other one is still flashing uh the the uh okay will i be able to connect will i be able to connect to the internet now yeah let me check if it's working first before you go because
73:00
Speaker 2
Okay, so just continue or click on next okay so that actually means that the child node or the old parent node is now added as a child node so the new parent node is the one that was a child node before and the 2.4 gigahertz band has been separated to 5. So would there be anything else that I can help you? Yeah, that's actually normal. That's normal. Yes, of course.
75:00
Speaker 1
I have to put the pause right because it's free. [silence]
76:00
Speaker 2
Yes, you need to input the password.
76:00
Speaker 1
Okay. Now the, the 5 G is connected. I'm trying the 2.4. Yeah, it's both connected. Thank you so much. Yeah, they're both, yeah, and now it's, a solid light on both. No worries. Thank you so much. Thank you. You too. Bye.
77:00
Speaker 2
[b-colored with text] okay both are working you two thank you so much so okay so whenever you need to call us back you can still provide the same ticket number so that the next representative or technician can easily pull up your record okay you to have a good one bye bye for now.
77:00