V2 Rubric Detail — a644acd6-76f0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 15:05
Duration
89m 45s
Contact
Abdul Munim
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135788
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall21.4% (-0.6)

V2 Grader Summary

The agent failed to apply the authoritative KB for WiFi coverage, skipping placement and LED checks in favor of unsupported 'sysinfo.cgi' diagnostics. Despite the issue remaining unresolved and the customer becoming frustrated, no escalation was offered. This resulted in an ownership gap and a failure to provide a logical diagnostic path.

V1 Case Analysis

Customer with SPNM60CF Community Fibre mesh reports poor coverage and low speeds. Agent incorrectly advised on router access, provided wrong IP addresses, failed to perform ISP diagnostics, and could not guide customer to valid troubleshooting. Call ended without resolution or follow-up.

Troubleshooting Steps
  • Attempted to access router via myrouter.info and toggle Quick Setup off.
  • Instructed to rename SSIDs to differentiate 2.4 GHz and 5 GHz bands.
  • Performed multiple speed tests on wireless devices.
  • Advised power-cycling modem and router.
  • Attempted to have customer connect computer directly to modem.
  • Incorrectly guided customer to access router via 192.168.1.244 and sysinfo.cgi pages.
Key Observations
  • Agent never performed ISP-direct speed test to rule out upstream issues (universal_isp_modem_diagnostics.md Step 1).
  • Provided multiple incorrect router access IPs (192.168.1.244, 192.168.1.1/sysinfo.cgi) — SPNM6x routers use http://myrouter.info (spnm_router_setup.md).
  • Gave invalid troubleshooting path (sysinfo.cgi access) not documented in any KB article.
  • Call ended without escalation, follow-up, or self-help path — customer abandoned due to confusion.
  • Failed to collect model number until 5 minutes into call despite having two devices.
Positive Highlights
  • Attempted to guide customer through myrouter.info login early in the call (transcript [13:00]).
  • Correctly identified need to separate 2.4GHz and 5GHz bands for testing (adjacent_common_wifi_questions.md).
  • Suggested power-cycling modem and router, a valid general troubleshooting step (universal_escalation_guide.md).
Agent Errors / Gaps
  • Did not collect product model number early; only obtained after customer volunteered serial (transcript [03:00]–[05:00]).
  • Skipped ISP and modem diagnostics entirely, jumping straight to band separation without isolating the issue.
  • Provided incorrect router IP address (192.168.1.244) and invalid URL path (sysinfo.cgi) — SPNM6x routers use http://myrouter.info (spnm_router_setup.md).
  • Instructed customer to access 192.168.1.1/sysinfo.cgi, which is not a valid diagnostic page for any Linksys model in the KB.
  • Failed to recognize that direct modem connection failure indicates ISP-side issue, not router configuration.
  • Did not offer any valid next step, escalation path, or self-help resource before call ended.
  • Suggested swapping child node as parent without confirming connectivity or performing reset, which contradicts SPNM pairing procedure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call stating they would try again another time; issue not resolved, no RMA, escalation, or education provided.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed band separation, speed tests, power cycle, and modem test but did not follow KB coverage guidance or reach a conclusive fix.
R3 Partially Met Correct resolution path conf 88%
Agent attempted configuration fixes but missed core coverage solutions like node repositioning or adding nodes; path partially aligned with situation.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow logical diagnostic process for coverage issues; did not check obstacles, wall thickness, or node placement per adjacent_wifi_coverage.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relied on unsupported tool 'sysinfo.cgi' and 'BH_report' not in KB, while skipping required tools like LED status check for coverage issues.
T3 Met No misinformation conf 95%
Instructions to disable Quick Setup, rename SSIDs with 2.4/5.0, and set WPA2/WPA3 are technically correct per spnm_router_setup.md and adjacent_smart_home_iot.md.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure: no opening frame, frequent long silences, abrupt transitions, and no summary — agent lost control repeatedly.
C2 Not Met Confirmed understanding conf 93%
Agent used complex terms like 'sysinfo.cgi', repeated technical steps without confirmation, and failed to adapt to customer confusion about IP access.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and did not transfer, but failed to drive resolution or schedule follow-up — partial ownership.
O2 Not Met Proactive follow-through conf 97%
No clear next steps, timeline, or callback commitment — customer left without a plan despite unresolved issue.
O3 Not Applicable Closure confirmation conf 100%
No evidence of prior contact or handoff — appears to be first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
After extensive troubleshooting failed and customer disengaged, agent did not escalate — a warranted escalation was missed.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution criteria (correct team, details, notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent ignored customer frustration, repeated instructions, and did not acknowledge difficulty or effort.
X2 Not Met Tone & rapport conf 94%
Agent used same technical approach despite customer confusion, failed to simplify, and did not re-engage when customer disengaged.
X3 Not Met Overall experience conf 95%
Customer repeated serial, IP, and login steps multiple times; agent caused avoidable effort by pushing unsupported sysinfo.cgi method.
Call Transcript152 turns · 157 lines
Speaker 1
Oh, hi there. I've recently gone on board with Community Fiber and I don't have coverage throughout my home. Some areas are very bad. You hear me? Are you hear me? Sorry, you're very quiet. I Can you repeat that again, please? Don't mind. So, uh, I think. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Regina. How can I help you today? So you, yeah so you don't have enough node to extend the Wi-Fi coverage of your internet. Okay, so what you mean here is you doesn't have enough node to extend the Wi-Fi coverage.
00:00
Speaker 1
The the yeah I got it I got the router and another additional node or whatever you call it yes is Abdul yes affirm MN for Mike you for uniform N for November I India affirm Mike yeah yeah yeah I'm asking how many devices are connected here Been like that she said that I was covered and I think I can do it because of this because of that I've got the router and another additional node or whatever you call it yes is Abdul yeah I'm for Mike you for uniform N for November I
01:00
Speaker 2
How many devices, may I ask? Devices do you have in total? I know... how many links is? Linksys routers do you have? Okay, so you have two link systems devices. May I know your first and last name? That's A for Alpha, B for Boy, D for Delta, U for Umbrella, L for Lima. And your last name? Moonen. And your callback number, that's okay.
01:00
Speaker 1
Yes. hello. Sorry, my email. A dot M one seven one at gmail.com. Dot? No. No, a, then it's a dot. Then my surname, M-U-N-I-M and seven one at gmail.com. You want the main one?
02:00
Speaker 2
of the parents nodes.
02:00
Speaker 1
Just bear with me please. This small knife to take a photo and look at it. My glasses here. Okay, the serial number is 72E4, echo, 10M for mike. two, C for Charlie, F for Fox truck two, nine, nine, one, five. Is it F for the Sierra B for Papa, end up for November M for Mike? Six zero. Just one second, let me go through that one.
03:00
Speaker 2
The app as 72E for Edward, 10M for Maisy, 2264 Charlie. Negative Fox reports, two, we have way. Negative stable restoration nine one five. Correct. And what is the model number? What is the manual number of the other known share it? The same.
04:00
Speaker 1
[silence] [silence] [silence] same thing [silence] [silence] [silence] [silence] on the top? it's a white light. I didn't check the first one. I think so. if it goes down again
05:00
Speaker 2
So they're both slightly white.
05:00
Speaker 1
Yeah, they're both white. yes. It's only two story. Upstairs, downstairs, two floor. Yes. You mean how many meters away from the main one, it's not a huge house. It's small, two, three bedroom house. So, uh, the main one is uh, the room that I can't get coverage from. It's uh, on top of the, so I got a sitting room here where I'm,
06:00
Speaker 2
okay. So you mentioned earlier sir that the node or the Linksys that you have cannot cover the entire House. am I right? these meters. approximately. These meters. measurement. on the measurement of your House. on these [silence]
06:00
Speaker 1
, [silence] [silence] So I'm in the ground floor. I'm 3 m away from the main router. [silence] and [silence] [silence] and [silence] and [silence] for
08:00
Speaker 2
Okay, I cannous.net. So open a browser, and then search speedtest.
08:00
Speaker 1
Just bear with me. It's basically uh, just the room above this one where I am sitting. [silence] Can you hear me to do a speed test here? [silence]
09:00
Speaker 2
Okay, I can't.
09:00
Speaker 1
At this present moment I am. But sometimes it's uh really bad. So if I go outside, I'm right next to the second one.
10:00
Speaker 2
So if you're able to go online with that room, is it a thick wall that possibly caused the issue? Try to go outside, maybe on the door that can easily access the internet and check if you will going to get a better speed.
10:00
Speaker 1
I'm in the hallway. I've got 216. Yes, I have.
11:00
Speaker 2
Yeah, because we can also try to separate the Banshur because five gigahertz band will provide a better speed. Do you have a computer or a laptop in your end? Okay, can you connect your computer or laptop to your link sys network?
11:00
Speaker 1
just quickly checking something on the next. I was next to the one upstairs. The second device. what are they called? nodes is that what you call them? ex- nters. I see okay so I was getting only hundred. Right next to it I was getting 126. [silence] can you turn the computer on and do what? Do the same test with the computer? [silence]
13:00
Speaker 2
nodes, extender, child node, routers, are all the same, It might be due to the interference and of course the link speed of the device itself, but of course we can try to separate the bands, Open a browser, then on the other search bar type my router dot info.
13:00
Speaker 1
So I should do my browser.info?
15:00
Speaker 2
Okay, that's the key. Okay. So are you connected now to your Linksys network using your computer?
15:00
Speaker 1
Oh, my router. I thought he said my browser. Sorry. Beg your pardon. [silence] So the password is the normal password that my thingy, is it? Okay. Okay. Sure, sure. [silence]
16:00
Speaker 2
No, open a browser such Google, then on the address bar type "My router.info" one word. Yeah, it's okay. [silence] Try to use the password on the bottom of the parents node to log in.
16:00
Speaker 1
Okay, I'm in. What would you like me to do? Sorry, begging my pardon? firmware version where would I find that? [silence]
17:00
Speaker 2
Okay. Can you provide the firmware version of your links spouter, sir? The firmware version. Can you look for the firmware version?
17:00
Speaker 1
cHYFw version [silence] Yeah, [silence] yeah, yeah, yeah. [silence] FW version. [silence] I can see that, yeah. [silence] You want me to read that out to you? [silence] 1.0.1826050112.26050112.
18:00
Speaker 2
the internet online. You can see their connection, model number, serial number than the firmware version. F W. Version. Can we? Yeah, yes, please. And it's 1.0.18.
18:00
Speaker 1
I have. It's on. Oh, sorry. Done. That's right, I can see that. So how do I do that? Edit [silence]
19:00
Speaker 2
Okay, can you please, kindly click the menu icon, share it, on top and then go to network wifi and then, kindly toggle off the quick setuptoggle it off and you can see your 2.4 and 5 gigahertz band, right? Okay, so for the 2.4, kindly add _ 2.4. You can actually add that one before or on the beginning of your Wi-Fi name. Yes. Click the pencil. [silence] Yes.
19:00
Speaker 1
And then 2.5, okay. Oh, I see. Just at the beginning, yeah. So it will say 2.4, community fiber, 10 GB dash blah blah blah. Yeah. Should I save that one? Should I say that? Okay. And then now what? I have. Yes, I have. Now it's on uh, it's basically
20:00
Speaker 2
for the pen icon on the beginning. 2.4. on the 2.4, on the Wi-Fi name of your 2.4, add 2.4 so that you can recognize it that it is your 2.4 GHz band. [silence] yeah, and for the security mode, can we change that into WPA2. Yes. Save that. For the security mode, can we select WPA2 Personal. the security mode of the 2.4 and then save.
20:00
Speaker 1
It's got another uh pop up menu come up and it's uh selected on the WPA 2. WPA 3. mixed personal. Okay? should I save that? should I save that? W W yeah yeah. WPA 2 personal, that's what I'm going for, yeah? Okay, and then now what please? on the name, yeah? five. point zero. yeah I've done that. save that.
21:00
Speaker 2
to change that and select WPA2 personal. Yeah. Yeah. And for the 5 gigahertz band, sir. Yeah, make sure to save that. Yes. Okay, go to the 5 gigahertz band and add 5.0 Yes. Yeah. Click the pen icon.
21:00
Speaker 1
WPA 3, personal. Yeah. Okay, sorry, I've got that. Select that one. Click OK. I've done that. Yes, I've done that. So shall I, at the bottom, and then it says save again. Yeah, okay, and pop-up menu comes. Press OK.
22:00
Speaker 2
then saved yes and for the security mode make sure it's WPA2 slash WPA3 mixed personal for the five gigahertz band. no no WPA2 slash WPA3 mixed personal. saved and then once it's saved scroll down on the very bottom click save yes on the very bottom and then okay. yes.
22:00
Speaker 1
processing processing processing, processing, processing, processing, processing, processing on the phone yeah processing processing processing password is same, yeah
23:00
Speaker 2
and then since you have two devices connected to the network, kindly reconnect your phone to your 5 gigahertz band. so forget the network. yeah, yeah, forget the network and reconnect to your 5 gigahertz band. yes.
23:00
Speaker 1
[silence] I'm telling you, I'm unable to join just one second. Please let's try that again. Yeah, I'll do this. connected It looks like it's become slower. and I'm. Just under three meters. I'm three meters I am three meters away. Yes, I am yet
24:00
Speaker 2
Una nada entonces lejano puede hacer la Perdemos desde 55 gigaherren banda.
25:00
Speaker 1
the one we saved checkout. yeah, yeah. So, let me, I'll do that again. Yeah, before I was getting 400 and something. Now, it's 330, 340. Yeah. 339. yeah, it's become worse than before. Upload 205 is worse before. [silence]
26:00
Speaker 2
Can you try to do it again? Yeah, open, yeah, because you have 2.4 and 5 gigahertz band, right? So you're currently connected to five. Can you try to open a browser again? And then search speedtest.net. How about for the upload speed?
26:00
Speaker 1
Sure. No, just one second. Yeah. Doing it again. Yeah, it's not even reaching 400 before it was 450 or something. 375. Upload is 290. Download is 375. What's my phone? Just bear with me. Repeating it.
27:00
Speaker 2
Okay, Kenley try to run a speed test again. For the second time. How about now? And for the upload speed. And is that your phone or computer? Okay, and for the third time. For the third time, can we run a speed test? For the final test.
27:00
Speaker 1
Key 46. 258. One second, please. [silence]
28:00
Speaker 2
Okay, can you please try to reboot the modem and parent node, sir? Unplug the modem, power adapter, and then the parent node. And let's wait for 30 seconds to one minute to plug the power back. Okay, so they're both unplugged.
28:00
Speaker 1
Yes, I have. If I do that, you're going to cut off. Will you call me back?
30:00
Speaker 2
and do you have the option to to power cycle also your phone or to reboot it okay so while both devices are booting up kindly proceed to turn off your phone and turn it on. Okay, sorry. Yeah, but of course, you will just try to observe. And let us wait for the parent now to turn solid white and verify if there's changes and there's an improvement regarding with your internet speed.
30:00
Speaker 1
Now I can't even see the 5.01.
31:00
Speaker 2
can you try to on and off or forget the network so we can reconnect with your five gigabertz band
31:00
Speaker 1
How come it doesn't show the 5 gigabyte one? It doesn't show, it doesn't come up the 5 gigabyte. Oh, now it's coming up now, it's coming up. Just one second. Anyway, I'm connected to the 5 gigabyte one. To do this.
32:00
Speaker 2
[silence] [silence] parents, the node is now solid white. They can we open a browser. Yeah, try to access speedtest.net.
32:00
Speaker 1
Yeah, it's the same 300, 330. This has become worse than before. 202. I just bear with me after ban look if I put the check. [silence]
33:00
Speaker 2
For the upload speed, do you have the option to wire the computer directly to the modem?
33:00
Speaker 1
Okay, so where do I connect it?
34:00
Speaker 2
OK, unplug the parents node and connect the ethernet cable directly to the modem, so modem directly to your computer.
34:00
Speaker 1
I have but it's not connecting for some reason. Let's be honest.
37:00
Speaker 2
So, were you able to wire your computer directly to the modem? Make sure to use the same Ethernet cable. Just unplug the parent node.
37:00
Speaker 1
That's what I've done. Yeah. And it says, uh, not connected. Nope. Let me do it. Let me just be a, be one second.
38:00
Speaker 2
So unplug the parents node. from links. this, connect the ethernet cable from the modem to the computer. What do you mean for not connected? You cannot access the internet, you cannot browse. I couldn't get this working at. all. So what you suggested is you cannot access the internet or you cannot browse. I disconnected the links first this ethernet. cable from the other computer. This cable from the internet main source. And then I connected directly to my laptop. Right. But it didn't work, you know?
38:00
Speaker 1
I'll just tell you what I've done. So. I've taken it off the node, yeah? Sorry. Not the node, the vehicle, the router. The little thing is the box is the router, isn't it? And that's where I directly connect it. I've unplugged the parent node. Where I've unplugged it, I've connected it there. That's the 2.5 Ge. I think. It's locked. Yeah, that's what I've done.
41:00
Speaker 2
Yeah. Yes, unplug the parent now. No, you need to unplug the ethernet cable from the parent node to connect the ethernet cable directly to your computer. That, it's, it's [silence]
41:00
Speaker 1
yeah computer is powered up it's connected to the modem but it's not it's taken by taking it off the modem and I've connected it into the modem no yeah yes it has so connected from the computer right directly to the modem how's that going to work isn't it shouldn't it be connected to the uh the the node
42:00
Speaker 2
bit and then there the computer is now connected to the modem yes your computer have an ethernet port okay then check if no need unplug the print out we need to test the modem if the modem really provides um a one gigabit per second speed those uh linksys devices is dependent to the modem so we need to test the modem and since you have direct connection from it check if
42:00
Speaker 1
I can't. That's what I'm saying it it doesn't let me open it. It's just saying this site isn't reachable moment is there's only there's only one connection there in that port. That little Adtran whatever that's called. That little modem is called Adtran network IP router. I'm not
43:00
Speaker 2
If you can access the internet, open a browser, make sure that the ethernet cable is properly plugged in from the modem to the ethernet port of your computer, then you, can you, can you please provide, provide the model number of the modem. [silence]
43:00
Speaker 1
is it uh SDX six three one Q no no no S for Sierra d for Delta X for X-ray six three one Q for Quebec no no no not B D for Delta SD Sierra Delta X-ray six three one Quebec yes that that's that's it I only have one uh port in my computer I have one port in that little modem
44:00
Speaker 2
Sorry, SBX, SBX 63-1Q. Again, you mentioned earlier that there's one port. The other end is connected from the modem to the port of the computer. Can we power cycle the modem for the last time?
44:00
Speaker 1
It is only one. Is that a problem? In that modem, there's only one, two, three ports. So you got the, uh, uh, what do you call it? The power, then you got the, uh, RJ 45 cable space here, and you got the, uh, fiber optic. There is only one port in that uh thingy. There's no two ports. Yes, there's only one Ethernet port. Shall I plug it back in? [silence]
45:00
Speaker 2
unplug the power adapter, wait for 10 seconds to plug the power back. [silence] make sure you use the same port where your parent node connected earlier. [silence] so there's only one Ethernet port. [silence] yes.
45:00
Speaker 1
Yeah, I'm trying to connect to the 5G and it says checking network requirement and it's constantly checking checking. So what's my...
46:00
Speaker 2
Now, no need to connect with 5G because your parent no cell is not connected to the modem. So our main goal here is to test the modem. If it is providing a
46:00
Speaker 1
Speaker 1: Okay, so I'm plugged in, yeah. So if I'm plugged in, it should be, I shouldn't have to be doing anything. It should be automatically plugged in, yeah? It's directly hardwired. But it's not. It says no internet, no connection. No, no internet connection. Yeah.
47:00
Speaker 2
a great speed because you or modem from your community fiber. So we need to test that one if it is provide providing a speed based on your internet speed subscription because you mentioned earlier that you subscribe for one gigabit per second. Yeah. So you have a direct connection, so it's supposed to be goes online.
47:00
Speaker 1
So what if I was to connect it from the uh that node? You can I try that please? Yeah just one second and I'm connected uh directly. [silence]
48:00
Speaker 2
here you can try to connect the parent node back to the modem
48:00
Speaker 1
Are they all the same? There's three slots free. One says two and it's got two arrows. One says three and it's got arrow back and forth. Does it matter? Okay. It's uh. Yeah. Yeah, yeah, yeah. Oh, it's uh. Okay. Just one second please. Yeah.
49:00
Speaker 2
sir just just keep on observing it so when you connect the parent node back to the modem what is the light indicator of the parent node from linksys solid white and then using your computer can you
49:00
Speaker 1
No, it's, uh, I think it's connected to five, G now. So forget that one. Should I go and forget it?
50:00
Speaker 2
[silence] yes and then connect your wireless computer to 5 gigahertz band
50:00
Speaker 1
So, why does it say, no, I went to setting and I'm looking at it, ethernet, it says, uh, not connected. I've, uh, I've gone off that, I said to forget that one. I, I don't see that. So when I, when I go on to the bar, yeah? So I'm on, uh, one second, I go to settings, yeah? On my computer. than I go for network and internet, yeah?
51:00
Speaker 2
Et vorgesehen its wired. You are not hooked up to the PNH node. You're linked to a wireless. yeah try the 5 gigahertz BAMM so we can proceed to do speed tests the
51:00
Speaker 1
we don't want to connect to Wi-Fi. we want to connect directly to ethernet. [silence] I know, but what I'm saying is it is not showing me on the so when I go check on the it says look network and internet ethernet. Yeah. so on the ethernet is was my wired connection. but it says here ethernet no can not connected. Yes, it is.
52:00
Speaker 2
Got to Wi-Fi. Manage Networks. Or Available Networks. Now connect it with your 5 gigahertz band there so that we can proceed to do the speed test, because we run a speed test earlier with using your wireless phone, or using your phone. Is your computer wired to the parent node? It might be that the port of your computer is not functioning.
52:00
Speaker 1
it's connected. Yeah. That's right. It's fine. Okay. Just bear with me, please. I can try with a different computer. [silence]
53:00
Speaker 2
Yeah. but we already tested that one, sir, we tried to wire your computer directly to the modem, but you're not able to access the internet, but when we tried to wire your parents' node with the same Ethernet cable, and same port of the modem, it goes online. So right now when we tried to wire your computer to the parent node, there's no Ethernet cable indicated that it's connected. So there's a big possibility that the port of the computer might be causing the issue. So try to connect your computer via wireless. [silence]
53:00
Speaker 1
Where I am sitting is just right next to the thingy. You know? That's connected. And if I do a speech, it is, it is. And I'm doing it. It's only doing 300, 280, 350 and I'm right next to it. Okay. It's shut up to 500 download. Yes. Still doing it. doing it.
54:00
Speaker 2
The three hundred eighty Mbps for the download speed and for the upload speed The for the download speed, it's five hundred in Mbps And for the upload speed? So it's improving Can you please try to do it again?
54:00
Speaker 1
So I'm only 10 cm away from it. Yeah, but if I'm if I'm uh if I'm three uh okay, six meters away and uh three meters up. It doesn't work. It is only getting very low. Sometimes 50. No, it's just normal wall.
55:00
Speaker 2
Yeah, but then you're wireless, uh, so there's a lot of interference. So since you have a wireless setup, you can expect to get 50 to 60% of your internet speed because of interference. If How about walls? Is there a thick wall in between?
55:00
Speaker 1
514, 255. just one second.
56:00
Speaker 2
And then for the second time. How about your wireless phone? [silence] [ music ]
56:00
Speaker 1
it's gone down again now. [silence] It's uh going to 300. I see, I see. [silence] yeah, yeah. If I let me bring my computer here where I'm three meters away. [silence] I've moved three meters away, yeah.
57:00
Speaker 2
Could it be your phone needs to restart? I think your computer currently gets 500MB of internet speed. And they are both not wireless.
57:00
Speaker 1
and it's giving me, she just let it finish. One second, please. go. Yeah, it's 445. Three meters away. I'm 445, and 218. And maybe the phone is little less maybe because I need to reboot it like you said. But the problem lies upstairs, you see, and the walls are not that thick, like you say. Some walls are very thick. These are like normal standard walls.
58:00
Speaker 2
okay, so it's normal standard rules and how far it is from the parent node?
58:00
Speaker 1
[silence]
59:00
Speaker 2
It is a room upstairs, but there is a standard normal walls in between. Can I do a speed tests on that room? That is a wireless computer. Can you speak slower? Yes. I don't have a room upstairs.
59:00
Speaker 1
Yeah, the cone is achieving 5.6 a 5.12. 115.
61:00
Speaker 2
Five point six. How about your wireless computer? So, using your wireless computer, you've got - in
61:00
Speaker 1
fifteen. Yeah. 45. Okay, the phone is showing now 60. 72. 3.27 Three point seven two. [silence]
62:00
Speaker 2
15. for the download speed and how about upload speed? So 60 MPS for the download and for the upload speed? Okay, now since you are inside a vacuum, can you please try to open that drawer?
62:00
Speaker 1
[silence] outside the room. If I go outside the room, I'll be next to the second one. And this is only like four meters away. Four and a half. So I'm sitting on my desk inside the room, and it's not good. Though the service doesn't allow another [silence]
63:00
Speaker 2
door sir and then tried to pass through a, test something like beside on a door, and then while it's open, something like outside the room on a hallway Okay, try to do a speed test. And how far it is from the parent node? [silence]
63:00
Speaker 1
1.7 upload main one, yeah okay and I'm here.
65:00
Speaker 2
works. Sir. Yeah.
65:00
Speaker 1
Sorry. [silence] Just one second, please. One second, I've got someone on the door. Just one second.
66:00
Speaker 2
and then can we check the IP address of the router? What is the IP address of the parent node?
66:00
Speaker 1
Sorry I've just come back I had someone in the door. Just one second. The IP address is uh two three two. That's what it says here. It says your IP address is I
67:00
Speaker 2
access myrouter.info again and locate the I P address of the parent node. Now your IP address.
67:00
Speaker 1
253.112.72.com I have to. Oh. Oh, it's going to log in again just bear with me. [silence]
68:00
Speaker 2
Ingraain now.
68:00
Speaker 1
You want the FW version. Yes. Forget. Yes. Yeah. I 192. dot 168. dot one. dot 244. OK.
69:00
Speaker 2
not the FW. Click the parent node. Click the two nodes connected and then locate the IP address of the parent node. It's commonly starting with 192.168.244. Okay, now add a new tab. Carefully add a new tab. And then type 192.168.1.244, which is your IP address, forward slash.
69:00
Speaker 1
One second, one second. Can you repeat that again?
70:00
Speaker 2
Er IP address, type your IP address: 192.168.1.244. The one that you provided earlier, sir, 192.168.1.244 is that correct. Then forward slash. [silence]
70:00
Speaker 1
Uh, yes. Can you hear me at all? Yeah. So. Uh. The. So, uh. Uh. Uh, yeah. Yeah. Yeah. Yeah. So it's S-Y-S-I-N-F-O-C-I. Uh. Yes, I've done that. No, it hasn't done anything yet. Just one second, it's become very slow for some reason. One second. It is [silence]
71:00
Speaker 2
and is it asked you to log in using your username and password.
72:00
Speaker 1
This site can't be reached. So I think, uh, it's 192.168.1.244. 192.168.1.195.
73:00
Speaker 2
Okay. Sure, sir, that you provided the correct IP address of the parent node because you have two Linksys devices. Go back to the previous page to check the IP address of the parent node. How about the IP address of the other node or the child node? Okay, so when you add a new tab, try to access again 192.68.1.244/test_info.cgi.
73:00
Speaker 1
Hold on let me read that again, one nine two dot one, six eight dot one dot two four four forward slash s Y S info C G I. What I hope nothing up I've got sys info dot C G I one nine two dot one six eight dot one six one six
74:00
Speaker 2
Now, there's a dot, sysinfo dot CGI.
74:00
Speaker 1
1.244.47.sysinfo.cgi. [silence] and nothing. [silence] it says this can't - this site can't be reached. [silence] refused to connect. Oh, hello, are you still there? Hello? Hello? place of time? [silence] My name is Tracey. Okay, just bear with me.
75:00
Speaker 2
Can you please try to use a different browser?
75:00
Speaker 1
Yeah, yeah, I'm doing that. It says, mm. Can't reach this page. Refused to connect. Checking the proxy.
77:00
Speaker 2
Can we try to use a different browser, sir?
77:00
Speaker 1
bartos ever. Is it because this is a work computer, they might not allow me? Can I do it on my phone or not? Okay, just one second. Let me get her out the computer. probably. Has she gotten it? Yeah? [silence]
78:00
Speaker 2
Yeah, try to use a different computer. No, we can't do it on your phone because we need to make sure that your phone is another desktop mode.
78:00
Speaker 1
[silence]
79:00
Speaker 2
Okay, so did you grab our different laptop or computer? [silence]
79:00
Speaker 1
no battery on it. left to try on another time. just one second. one second H, I'm gonna open up another page. H, T T P, T T P. yeah? got that yeah? got that yeah? yeah. yeah. [silence]
80:00
Speaker 2
Very good. So how about this one, sir? Uh, H-T-T-P-S. Okay. H-T-T-P. Now, H-T-T-P without S. Then comma, forward slash, forward slash. Then the IP address of the parent node, 192.168.1.244 slash sysinfo.cgi.
80:00
Speaker 1
No, it doesn't let me do that. [silence] doing the same thing. [silence] OK, just bear with me one second. [silence] I'll use a different browser.
81:00
Speaker 2
So even if you use a different browser, try to use a different browser.
81:00
Speaker 1
No, it doesn't. Let me do it. because we're going to find a result for. Oh, why does it? if I've already locked on. Why does it ask me for the password again? Okay, okay. Um.
82:00
Speaker 2
Okay. How about this? But go back to the links now, sir. Let's double--check the I--P address of the parent node. Okay, go to the links now again. [silence] Because every time you log in, you need to enter your password for security purposes.
82:00
Speaker 1
Okay, I'm In, yeah. What do you want me to check? I'm on the main page. I don't see that. I just see the two devices. I see uh, In uh, independent devices. Okay, yeah, menu Icon. And then governor what? Instapology. 192 168 14. 192.168.1.240. 240. [silence] rule.
83:00
Speaker 2
again then go to instant topology. Click the menu icon. instant topology and then yeah and then you you can see your main node there the main model serial number mac firmware version connection and then the IP address what is the IP address
83:00
Speaker 1
okay, just bear with me.
84:00
Speaker 2
OK, now use that one, since the IP address of, that's the main reason that we cannot access the, because it's 1.1, so 192.168.1.1 slash cisinfo.cgi. Add a new [silence] tab. OK. Entered 192.168.1.1 slash cisinfo.cgi.
84:00
Speaker 1
It's just, it goes to that. It shows me a page and it says, the URL blah blah blah access is hidden or advanced sys- system information page. This on many routers. It says particularly Linksys devices. Yes, Yes, I am.
85:00
Speaker 2
So were you able to access that? Yup. Okay, and then you logged in, you logged in using your admin and your outer password.
85:00
Speaker 1
Okay. Aim research? On Google. On Google. Yeah? It says the URL blah blah blah, a hidden or an advanced diagnostic page uses access denied, detailed system report, login, backlogs status, primarily on link.
86:00
Speaker 2
Okay. Now, kindly search BH, B for boy, H for Henry, underscore report. No. Okay. Try access 192. 168. 1.1 slash sysinfo.cgi. And then, it will ask you to log in. And then, you will routed to a lot of information. [silence] Okay.
86:00
Speaker 1
no. I'll have to go. I appreciate you taking the time and helping me. I'll have to do this on another time. Is that okay? Hello? Okay, just one sec. hang up. Hang up. Okay.
87:00
Speaker 2
they have the option to log in okay can you please try to use a different browser then type the information on the address bar [silence]
87:00
Speaker 1
It says we can't find this. 2. okay, how do I do that.
88:00
Speaker 2
Okay, how about this one, sir? Okay. How do you have... Okay, let's proceed to swap the nodes, sir. How about this one? Let's make the child nodes as a parent node, and check if there's an improvement. Gather the child node. And let's make that one as a new parent node.
88:00
Speaker 1
on the information for that what is it do I go to menu? oh I see just physically physically swap it yeah physically swap it yeah are you with me [silence]
89:00
Speaker 2
Okay, for a proper isolation. No, no, grab the child node. We're going to make this one as a new parent node, we need to swap or switch the nodes. Yeah.
89:00