V2 Rubric Detail — a8b1165e-7b04-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:38
Duration
118m 18s
Contact
Stan Cohen
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136423
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup new device_MX2000
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership4.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall21.4% (-30.6)

V2 Grader Summary

The interaction failed to resolve the core issue—no internet on a new router—with the device stuck on solid red. The agent provided materially inaccurate technical information about default credentials and warranty policy, failed to use diagnostic tools, and did not escalate a likely hardware fault. Despite staying on the call, communication breakdowns and poor troubleshooting led to an unresolved outcome.

V1 Case Analysis

Customer attempted to replace parent Velop node (MX2000) with a new router ('Atlas six'). Child node showed red/blinking lights after replacement. Agent guided through resets, login attempts, and ISP verification but could not restore connectivity. Advised customer to contact ISP or request replacement.

Troubleshooting Steps
  • Guided customer through power-off and reconnection of modem and router cables.
  • Instructed a 20-second factory reset on the child node.
  • Advised a 5-press reset on the parent node (MX2000 compatible).
  • Attempted to have customer access the router UI via 192.168.1.1 and log in with default admin credentials.
  • Suggested checking ISP modem status and contacting Comcast.
Key Observations
  • Agent never confirmed the model number of the new router, only the old MX2000 (at 05:00).
  • Instructions were contradictory: 20-second reset vs. 5-press method, unclear password guidance, and incorrect ISP escalation path.
  • Agent incorrectly stated that the ISP should reset the modem remotely (114:00), which is not a standard troubleshooting step for a router-only issue.
  • Customer was not guided through proper mesh node replacement: factory reset child node, pair with new parent, verify connectivity.
  • Agent failed to verify that the Ethernet cable was correctly connected to the modem’s WAN port before proceeding.
Positive Highlights
  • Agent attempted to walk the customer through basic power-cycle and reset procedures.
  • Agent eventually suggested contacting the ISP or pursuing a replacement, providing a case reference (LTSS00136423).
  • Agent correctly identified that the child node would disconnect when the parent was replaced (12:00).
  • Agent correctly advised waiting for solid blue light after reset (18:00).
Agent Errors / Gaps
  • Failed to obtain or confirm the exact model number of the new router being set up.
  • Provided inconsistent reset instructions (20-second hold, then 5-press, then again 20-second) without explaining the purpose of each.
  • Gave incorrect guidance on default router password and login URL, leading to failed login attempts.
  • Did not verify that the Ethernet cable was correctly connected to the modem’s WAN port before proceeding.
  • Did not follow the standard mesh node replacement flow: factory-reset child node, pair with new parent, verify connectivity.
  • Suggested the ISP reset the modem remotely (114:00), which is not a standard first-line step for a router-only issue and misrepresents ISP capabilities.
  • Failed to check firmware version or enable auto-update on the new router.
  • Did not guide the customer to use the correct pairing method for the new router model.
  • Incorrectly stated that the default password is 'admin' (KB confirms default password is on the bottom label, not 'admin').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The parent node remained solid red with no internet connectivity restored; agent advised contacting Amazon for replacement instead of resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through resets, power cycling, cable swap, 5-press method, and local access attempts, but troubleshooting lacked logical progression and failed to isolate the root cause.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly stated warranty only covers technical troubleshooting, not replacements, and directed customer to Amazon instead of initiating an RMA for a defective new device within warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified LED status and attempted to verify ISP service via TV, but did not confirm model number early or determine if the issue was hardware, configuration, or upstream.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (e.g., remote session, log check, WAN test) were used; agent relied solely on verbal instructions despite repeated failures.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: claimed default password is 'admin' (contradicted by KB which lists specific local access URLs and recovery keys for setup) and falsely stated warranty does not cover replacements for new devices (contradicted by universal_support_contacts.md which lists hardware defects/warranty replacements as a reason to contact support).
Communication
C1 Not Met Clear & professional language conf 90%
Frequent long silences, contradictory instructions (e.g., wait 7 minutes vs. immediate retry), and lack of clear transitions disrupted call flow.
C2 Not Met Confirmed understanding conf 85%
Agent used inconsistent terminology (e.g., 'slave', 'child node') and failed to adapt explanations when customer repeatedly expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, attempted multiple troubleshooting paths, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 75%
Agent provided vague timelines (e.g., 'wait 7 minutes') and suggested contacting ISP, but did not establish clear ownership or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation occurred despite repeated solid red LED, failed setup, and likely hardware defect—clear triggers for engineering escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so execution quality cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated effort, or emotional state; no empathy statements were made.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, technical tone despite customer confusion and repeated requests for clarification, failing to adapt communication style.
X3 Not Met Overall experience conf 95%
Customer had to repeat information, move between rooms, and perform redundant steps; agent did not streamline or reduce effort.
Call Transcript188 turns · 203 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while and-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] What did I print out? Whatever. Your boyfriend was there. [silence] I knew he trusted me. That's why I couldn't wait. I was so tired. I should have stayed away. I broke it off with him today. Did you? Yeah. [silence] Why? I just--I had to.
00:00
Speaker 1
yes I have a brand new mesh router but I'm replacing the master router that I I'll take that out of service and use this new one as the master and I have a slave also I have another Belop slave let me give you my telephone number that
02:00
Speaker 2
Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today?
02:00
Speaker 1
Got my account information. Tell me when you're ready, thank you. I'm trying to replace an existing mesh router with this new one that I just bought. [silence] A new one, okay. It's from the bottom here. 50, D as in David, 10, M as in Mary, 24, C as in Charlie, 09123. Thank you.
03:00
Speaker 2
Just to confirm sir, you're trying to replace your parent node? Is that what you're trying to do? [silence] What's the serial number for this device sir? The new one. [silence] Thank you. Let me just take a look.
03:00
Speaker 1
excuse, me? This is the newest one yet. It's an Atlas six. Oh, this is the only new one. Then I can get and then just one, just this one. Cause I'm only replacing. Oh, you have my I should have another. Your whole one, do you want the serial number of the one I'm replacing?
04:00
Speaker 2
All right. How many, a total of, of this new device you purchased here? How many links is device you purchased with this brand new one? The same model? Yeah, how many you purchased like this model? Okay, all right. But how many are we going to set up right now? Okay, perfect. All right. No, sir. It's okay. This is just the one that we are going to try. [silence]
04:00
Speaker 1
Yeah, okay. Just hold on one second. Hold on one second, please. My other, my other mesh router is an MX2000, and I can give you the serial number if you need it. Exactly. No, just the brand new one. Thank you, and make sure it's connecting with the slave, you know, I mean, we've got to make sure it's all testing correctly with my network. Yes, you are. Thank you.
05:00
Speaker 2
[silence] okay, uh, am I speaking with, you don't need to provide to me sir. Again, as you've mentioned, are we just going to set up this brand new one or are we going to set up multiple? Okay. Okay, all right. Let's go ahead and set it up. Am I speaking with Stan Cohen? All right. So for us to proceed sir, kindly remove the old router there.
05:00
Speaker 1
Okay, I will go over to it. It's not my main computer. My computer on this level is away in a different room, so I have to travel over. Shouldn't take me too long. Thank you. Can I get your name, miss? say that again, please. Rio? Oh, Rio. Okay. Rio like the city Rio de Janeiro. Rio. Okay. Thank you. Hold on. I'm at my home router. I don't Unplug it and take it out, right? [silence]
06:00
Speaker 2
Rio, sir. Rio. Yeah. Rio, as in R-I-O. Correct. Hmm. Yes, remove it and replace it with a brand new you purchase.
06:00
Speaker 1
Okay. Okay. OK, and let me get me get the power cord into this one. Should I go ahead and and put in the connector from my lawn, my lawn? Am I putting that in now too? Into the into. New one. [silence] So, I'm going to unplug the land cable. [silence] The wide area one. And put it into the internet yellow spot on the back of the new router. Make sure it snaps. It snapped. And now I'm going to plug in the new router.
07:00
Speaker 2
sure so for the new for the brand new device that you have there you place the ethernet cable in the internet port correct
08:00
Speaker 1
Blue light, it only had blue and red, were the only two colors on the old one. This one has like six different... Excuse me. It's the old router, what? Oh, absolutely, it's off. I've unplugged it. It's... It's out of the room. It's gone. The old router. All we've got now is the new router, flashing blue, and my slave, which is two rooms away. My slave mesh. Oh, now it's uh a purple light. Purplish pinkish. Yes, I have okay. I thought I'd mention this to you: in the in the room that has what I want to call the master. Okay, it's the new one now. In my two rooms away, I have a slave mesh which I've had for two or three years now. And it's fine. I don't want to replace it at all. Am I making sense? Yeah, it's a child. Yeah, you don't call them slave. What do you call them? Master and child. What do you call the main one? Parent and child, just like parent and child human beings. So what I'm replacing is the parent but the leaving the child. And I can give you all those serials. [silence]
10:00
Speaker 2
You mean child node, sir? Is thatwhat you mean? Child node.A child node.Parent and a child node. Yeah. So what we are going.
11:00
Speaker 1
Nomnos. Excuse me. Okay. well, I think the Child node is fine. I mean, do we have to reset it up to it? Oh, okay. Let me let me go look at that. I am. Okay. I mean, I know you've done this about a thousand times. This is my first. Okay, it is yes, it is now
12:00
Speaker 2
I don't need this real number, sir. So, so what we are going to do right now is set up the parent node and set up the child node, one child node. Is that what we're going to do? Well, the moment that you replace the parent node, the child node will be disconnected. It will turn red. You can double check.
12:00
Speaker 1
Blinking red, the child node is blinking red. Exactly. Exactly. Thank you. Thank you. Thank you, Rio. [silence] Alright, so... Okay, so I'm going to disconnect the cords. Okay. Oh god, you know, they look identical. Uh...
13:00
Speaker 2
All right so we are going to set up two nodes. Correct? Okay Try to un You're welcome sir. Try to unplug this child node sir and put it near to the new parents node cause [silence] I if you need time you
13:00
Speaker 1
I've got us. I want to mark this other one as a child because it looks identical. See the, the shape and everything. Okay, now I'm going to move it. [silence] child over. [silence] I'm sorry, it should be what now? [silence] Say that again. [silence] Oh, [silence] yeah, I can, [silence] I can do that. [silence] Now the parent node is still that [silence] purplish, [silence] pinkish [silence] color. [silence] Now I'm going to plug in [silence] the child no. and move it about 2 ft away. [silence]
14:00
Speaker 2
So it should be at least 2 to 3 feet from the parent node, sir. And it should be it should be at least 2 to 3 it should be at least 2 to 3 feet away from the parent node. All right. Mhm. Yes. [silence]
15:00
Speaker 1
Okay. It is plugged in. And it's showing a, uh, a blue light. The child is showing a blue light. Okay. Uh, now it's blinking blue. Now it's blinking blue. The child. Excuse me? until. Uh-huh.
16:00
Speaker 2
Okay, we it it it's still rebooting. wait for it sir. it's still rebooting. [silence]
16:00
Speaker 1
I'm sorry, say that again. You want me to wait until what happens? Oh, because it's blinking blue. So it now. Okay, now it's blinking red. The child is drinking. Try to do. And how do you want me to reset the child node? Oh. Okay. It is I see on the bottom. Do I need a pin or anything? Can I just do it with my finger? And how many seconds? 20, okay. [silence]
17:00
Speaker 2
Just wait for the device, because it is still rebooting. Yes. Okay, try to reset the child. Try to reset the child node. You hold and press the reset button for 20 seconds. Yeah! You can just reach it with your fingertips. 20 seconds.
17:00
Speaker 1
on something I watch. OK, 20 seconds. I'll let go. I did. And it's now no light on the child. Now the child is solid blue.
18:00
Speaker 2
You're welcome.
18:00
Speaker 1
And now it's blinking blue. The child is blinking blue, the parent is still that purplish pinkish color. Well, does the other one also have that purplish pink? Magenta? So that puts it in the set-up mode because the parent is in the set-up mode. So why is it still blinking blue? The child.
19:00
Speaker 2
all devices when you with links is when you reset it it will turn purple pink or magenta meaning it's in a setup mode it's it's still loading sir [silence]
19:00
Speaker 1
Still loading. Okay, we can't speed that up, right? Now, when we set up everything, I want to keep, I have, I have two networks, can you call them networks? I have a guest network and a regular network on my, okay, now, the, The child is now purplish, pink, purplish, or magenta. Okay, now what do you want me to do? yeah all wiped up yeah so can we make those back into familiar ones?
20:00
Speaker 2
Yes, we cannot, it's still one minute of fast buy. Okay, initial set proper expectations here, okay? The moment you replace the parent node, your old Wi-Fi name and Wi-Fi password is already deleted. [silence] Yeah, okay.
20:00
Speaker 1
Okay do you want me to be by my computer or where do you want me to be? Okay. Okay, on the parent mode, push the reset button five times. One, two, three, four, and five. And now, it is LinkedIn. It's and three, four, and five. And now, it is linking.
21:00
Speaker 2
Yeah, we can. Do it later. We're going to set up first this devices. Uh go to the parent node and then in the parent node, kindly click the reset button five times. Not too fast. Yes.
21:00
Speaker 1
It's solid purplish linking, doesn't have that pinkish glow. And the child as well. Do I have to do the same thing with the child node for 20 seconds? Oh, it'll automatically get it'll get uh whatever parameters it needs from the from the parent. Okay. The parent node is now linking.
22:00
Speaker 2
Okay, give it at least a maximum waiting time of 7 minutes, all your nodes should become solid white, solid blue, I'm, sorry, solid blue. Yes, child node will also turn solid blue. So, let's wait for it for 7 minutes. No, sir, no need to touch the child notes. Yes. Let's wait for it for 7 minutes.
22:00
Speaker 1
Starting up linking I think it just went solid blue but the child is down linking red [silence] for the child to be blinking oh now now now the parent node went solid red no internet okay it takes a while so it has to do things and do things and do things yeah my internet's fine the modem is fine [silence]
23:00
Speaker 2
Um. It's okay, sir. It's just one minute. It's just one minute past by. Let's wait for it. Seven minutes. [silence]
23:00
Speaker 1
I'm sorry, say that again, please. No, no, just, okay. And what's going to happen when they're both when they're set up, will they give me my normal blue light? Both of them will be turned.
24:00
Speaker 2
Do you have any other Ethernet cable connected to your mode, sir? Aside from the links, this. Do you have any other Ethernet cable connected at the back of your modem? Okay, all right. So, let's just wait for them to turn blue. [silence] Yes, sir. They will turn blue.
24:00
Speaker 1
Okay. How many minutes have we had here? I haven't looked Oh, just three, boy, time goes slowly when you want it to go fast doesn't it? Well, you know, I'm Hold on a second. Just getting some tea. Red. Say that again, Leo. On the parent node, it's still solid red, and it's solid red on the child. Hmm.
25:00
Speaker 2
Just three minutes. What's the light in the parent node? [silence] What's the light showing in the main node? [silence] You do have an Internet from spectrum.
25:00
Speaker 1
Do I have what? I'm still not understanding what you asked. Who's my service provider? Comcast. But I can tell you right now on. little flash. Stuff. Hold on one second. Just doing a speed test on my internet.
26:00
Speaker 2
who's your internet service provider? Yes, comcast. So with comcast you have internet from them?
26:00
Speaker 1
And of course, they can't connect cuz this. routers not hooked up. But I'm sure we're doing. I mean, there's no problem with the net. And both car. Now, I have a computer. Oh yeah, absolutely, right? That's what I was thinking you were going to do to begin with. Yeah. I have a computer that I stayed off of just just so I know we and you're going to send me a, you'll send me a message so you can take over my computer. Oh, you don't have that capability? Okay. That's fine. I follow instructions well. I'll follow your instructions.
27:00
Speaker 2
Do you have a computer or...? Do you have a computer we can connect directly to your modem? Okay. So, let me just... Let me just confirm, sir. No, sir. I don't have that kind. No. I don't have that. Yes, sir. Okay. Let me just... Let me just confirm right now, sir.
27:00
Speaker 1
Hold on. Now, one of the problem's gonna be how do I connect if I don't have wi-fi? Oh. No. No, I know I get my wi-fi from Comcast. But but I can't. No, no, no, but I'm sorry. I don't get the wi-fi from, I'm sorry. I get the wi-fi from my own router, the one we're setting up. What I get from Comcast is the internet, which I then send through my router. So I have a modem with them.
28:00
Speaker 2
The light showing in the parent node and a child node. [silence] No, I was checking if you do have a wifi from Comcast, not linksys. [silence] Then, if you have a wifi from Comcast, then you can connect to it. [silence] Okay, all right. [silence] Okay, let's try to go back, sir.
28:00
Speaker 1
Correct. Can I do what now? On the internet? Yeah, uh it's plugged in and it goes from the modem to the router, the new router. On the modem, how many ports? Uh two. Two ports. Two ports. It just says one and two. I've always kept it on number one.
29:00
Speaker 2
Sure, only have connected their one-ethenet cable, right? And that's in the internet port of your modem. [silence] Is that in the internet port of your modem? [silence] How many ports are there in the modem? [silence] Yeah, uh, ethernet ports, internet port? [silence] Is there a labeled label there? [silence] Okay. [silence] Alright. [silence] Now from from the the modem, you've connected a wire.
29:00
Speaker 1
I'm sorry, Say it again. Okay. I have from, from the first port on the modem, I have a direct connection to the back of the parent router. which port? Is the one labeled. I thought it was the one you told me. It's the one labeled Internet. The other three are labeled Ethernet. [speaking foreign language] No, the brand new device can't read.
30:00
Speaker 2
the linksis parent nod it's in the internet port yellow port correct which port yes okay okay alright that's okay already now for the ethernet cord you're using sir is this your old cord or it's a cord from the brand new device
30:00
Speaker 1
reach over to the modem. That's the problem, but it's, but I mean, I've been using miss Freo, I've been using this cord, this cable with the old one and it works fine. There's something, okay, I mean, I can, I have other ports we can use if we think there's an issue with this one, but I think we need to restart or something. Something's not working right here. Okay, thank you.
31:00
Speaker 2
What do you mean? Well, sir, there are there are differences with the cords. That's why each device has we change courts. But if you mentioned that it is working then it's okay. I don't want to push that much. It's okay, sir. Just give it some time. Hold on. I'm trying to isolate the problem.
31:00
Speaker 1
one I'm using the new one yeah that one I can use if I I'm I'm let me let me see I'm going to get the cord that came I'm going to get the internet cable that came with it for
32:00
Speaker 2
How about the the power [shoes are] You using the old one or the brand new one Okay Okay and
32:00
Speaker 1
The, the LAN cable that came with it is, is two feet. I could move, see if I move that over a little more. Would you like me to try to use the new cable? It came with the parent. Okay, so I don't need to change the thing yet. But in the in the both of them are. Or solid red. As no internet connection from the modem, which makes.
33:00
Speaker 2
It's okay. So we're gonna do it later. So, right. So right now what's the light in the parent node? Okay now here's what we gonna do. Is your
33:00
Speaker 1
Is my computer wet? No, I can't get on my I have a okay it's just I don't have a it's all I mean I'm I have two computers and and both of them require Wi-Fi. They're not near any yeah. No I can't. That's the problem. I can um now I.
34:00
Speaker 2
Computer capable of inserting an Ethernet cable? Is your computer compatible inserting an Ethernet cable? Uh, so you you you may not use your you you cannot put an Ethernet cable on it. Uh. Okay.
34:00
Speaker 1
Do you have a uh I have an iPad, which I can run on my phone line. Would that help us? Can you uh We're going to check what now? Oh. uh Okay. Well I could. [silence] I mean, all the lights are fine on the mode on them. All fine. I've never, I mean, they were working, they were working one minute before I
35:00
Speaker 2
No sir, we're going to, we are going, what we're going to do is, we're going to test from from your modem if you have an internet. That's why. That's the reason. We're going to check if, you have an internet from your Comcast modem. That's the reason. [silence] Yes sir. [silence] Even if, [silence]
35:00
Speaker 1
Yeah, I can do that and restart it, okay, so, now, am I gonna take off the parent? And the modem. Take off just those two.
36:00
Speaker 2
uh even if uh uh even if the device that you have there you will mentioned that you do have internet uh as long as I was not able to check if you really don't have an internet uh all of our troubleshooting will not take take effect that's why I want to isolate the problem now we can try here uh try to turn off your modem uh or the link is device try to turn turn them up we're going to do sequential boot. No, turn off. just turn off. you don't need to remove anything sir just turn off them. [silence] [silence] try to turn turn them up we're going to do sequential boot. No, turn off. just turn off. you don't need to remove anything sir just turn off them.
36:00
Speaker 1
Turn off the modem. No, just turn off the parent mode. Okay, I'll turn off the parent mode. Okay, that's off. Okay. I have to unplug the modem. I can't just turn it off. I'll just unplug it. I mean, I just pull out the power cord. Okay. It's both Okay. The modem's off and the parents' off. And the child off too. Okay.
37:00
Speaker 2
The parent node. Turn off the modem. Turn them off, sir, including the modem. What about the child node. Yes.
37:00
Speaker 1
is us it is not on, it is not only the moments, okay take a minute or so take a take a minute or so for you and so what are we going to do? Okay, I will wait 5 5 minutes [silence]
38:00
Speaker 2
Okay, try to turn on only the modem. Okay, so the device is already turned on, let's wait for it for five minutes. We'll wait for five minutes sir, so that your modem will be stable.
38:00
Speaker 1
Well, the modem will be ready before five, I think, but I'll let you know when it's ready. Sure, I'm okay. Oh, this is the first time I've ever been probably sitting up. I've never done it. Okay. For three months,
39:00
Speaker 2
it's okay. just, just give it some time. i'll go grab some water here. okay? all right. How is it right now?
39:00
Speaker 1
I went to, yeah, I want my phone. It's in a different room. Oh, no, it's here. Okay. We've got another one minute and 30 seconds until it's five minutes. The motor, all the lights are fine on it. So it's ready. Only the parent. Okay. Now that could be a good idea. Okay, Turning it on.
42:00
Speaker 2
Hello. Hello, sir. [silence] Okay, can you try now to turn - Can you try to turn on now the parent node only? [silence] Yes. [silence] All right. Let's give it some time. We'll wait for it. [silence]
42:00
Speaker 1
Well, it's, it's blinking blue now. Oh, we want, we don't want a red light. I mean, if worse comes to worse comes to worse, I've got a laptop in my office upstairs that I could bring down if we need to plug it into the cable from the modem or how do you want to do it? Well it's, I mean, it's going to take me a few minutes to do that. It's crazy. I mean, then I've got to go to the internet instead of Wi-Fi with it. You know.
43:00
Speaker 2
It will become solid light.
43:00
Speaker 1
Okay, it's been five minutes. Have you had this problem before? I really don't have what? Oh, it's internet could not have blown out in the two minutes when I called you after I called you. You know what I mean? That would be unreal. And I'm not getting any trouble lights from my modem. Oh, I can tell.
44:00
Speaker 2
A user, if in this case it's just either the device is defective or you don't really have an internet. There's two reasons why it's not working might be device is defective or you don't have an internet.
44:00
Speaker 1
Um, that my current my TV has a separate internet connection, okay? [silence] Yeah. And then you have to, if I just plug back in the old one. Everything's still the same. Yeah, I've got, I've got internet. My TV is here is working fine. So there's no internet. I connect through a cable. The television, the television is connected through a cable. Yeah, if I plug into this new one, everything's going to be different. My internet went out. My cable is working. But my TV went out. My TV is out. So I don't understand what's happening. internet comes, my cable should come back in as well. Yeah, no, it doesn't go through internet. Okay.
45:00
Speaker 2
well, if your device is defective then you can just ask for a replacement for this device you just recently purchased this, right? hmm are you connected to internet or to cable oh, it does not need internet sir [silence] it does not need sir.
45:00
Speaker 1
to to my my motor to internet yeah but if but but I get those but I get those on Wi-Fi I get those on Wi-Fi there's no way I can do an app on my phone oh you mean through the TV go to the app well if I have it see the problem is okay I use Roku most of the time let me see hold on yeah that's a good idea what you just said I understand what you're saying if I do the after the TV it it has to go through your TV
46:00
Speaker 2
yeah, you don't need internet for that. if you want to connect to check, if you want to check if you have internet, you go to uh an application there in the TV, not in the cable. like Netflix and other stuff. Disney movies, Disney Plus, Amazon. in the TV. yes, sir. in the TV. so that you all know. uh-huh. uh-huh.
46:00
Speaker 1
the journalists said say l never 34. okay Netflix appears to be starting up let's see if I get the menu yeah I'm gonna get it No, no, I have it. I have it, but I usually do it through Roku. So now it wants me to sign in through my phone. So I've gotta go to... I hope I don't lose you here. Okay, so... Okay, I wanna go to... dot com slash tv.com.
48:00
Speaker 2
so if you don't have a Netflix account okay okay okay okay okay okay okay okay.
50:00
Speaker 1
Oh, I can't. Okay. All right, hold on. I need solar. Solar data is on. This is weird. This is very strange what's happening now on my phone. It's not putting me on 5g when I turn off Wi-Fi. All right. Now, still there, Rio? [silence]
51:00
Speaker 2
Yes, sir, I'm still with you. Are you connected? Now, were you able to play movies in the Netflix? Okay. All right. Oh, why are you- Why are you connected to cellular? Okay. [silence]
52:00
Speaker 1
[silence] Okay, here we go. [silence] Okay, it should be ready to watch. Yep. Okay. I'm signing in to Netflix. Let's see if I can get a movie. It's still loading Netflix. Yeah, the TV. Okay. Okay. Okay. I'll just go to the movies. There's one. Okay, movie's starting up. Let me see if it's loading. 0%. It's got an ad. I'm getting an ad. It must be coming through. [silence] through the internet, right? Real? [silence] I'm getting an ad, so it must be coming through internet. So here's what we can do. I've got an idea now. All right. [silence] I'm going to unplug the cable to my TV and use it to plug into the parent. How does that sound? Well, we know, [silence] we know, all right, let me get out of here. All right. [silence] All right. We know we have internet coming in to my computer.
54:00
Speaker 2
Yes, sir. All right. Uh-huh. Uh-huh. You wanted to swap the ethernet cord?
56:00
Speaker 1
TV. so let me figure out which cable that is. Let me see where it is. Solid red. Solid red. I'm going to figure out how this works. The modem. I this is very strange. See I don't know how I have this all connected. Um.
57:00
Speaker 2
What's the light showing in the parent node right now, sir? Solid red.
57:00
Speaker 1
Okay. I don't see, I see my Roku cable. So let me see where that's coming from. No, that's power. That's HDMI. I'm trying to figure something out. Sorry bro. See, I have, they have a splitter on my cable. But I've been using this for years, there's never been a problem. I think, the parent-child is not working correctly. That is my thinking right now, I'm afraid. OK. Well, well, well, that's amazing, but you have the warrant for it. You're kidding. Well, see I've had this more than the 30 days cuz I didn't have a chance earlier to have this set up in the house. Because it's [silence]
58:00
Speaker 2
Well, what we can do right now, sir, is we can try again to reset the parent node, and we'll try again to add it. By chance, that it won't work, you can try to ask for a replacement for this device from Amazon, from where you purchase it. [laughs] We provide, sir, warranty for technical troubleshooting, not for replacement. [silence] Well, for Linksys devices, sir, if where you purchase them, they are the one who is going to process a replacement for the device. The warranty is for: [silence]
59:00
Speaker 1
So, okay. So let's, I want to see something here. Let's not hang up quite yet. It goes to the modem. You'll have a cable. Yeah. I mean, there's no other way. All right. Let's try to just work with. Now I'm just thinking of something. I don't have an idea. Oh. Yeah. I. We see we need the modem working, right, to go. modem, to the router, so can I, can I hook up? This goes, I mean, it's connecting directly from the modem to the router. And I know I've got an internet signal coming into the house. All right, let's just reset it. So, let's start that all over. So, tell me what to do again.
60:00
Speaker 2
uh-huh. Mhm. Try again, sir, to reset the, the parent node. You hold and press the reset button for 20 seconds. Yeah, you hold and press the reset button on the parent node for 20 seconds. [silence] Mhm.
61:00
Speaker 1
How long? 20 seconds. 220 20. Thank you, Ro. You have a phone connection isn't great, great. So I'm sorry, sometimes I don't hear you, Ryle Will. All right, we're going to do this for 40, 20 seconds. There's no sound. So, we'll just have to, if I, can you just 20 seconds is, uh. It's blue and blinking. Solid blue. [silence]
62:00
Speaker 2
20 seconds. Yes. It's okay, sir. Not a problem. [silence] [silence]
62:00
Speaker 1
blinking blue. [silence] Maybe this is they're trying to [silence] load stuff and everything. [silence] But wouldn't it be getting - [silence] what is it connected to the internet to get the stuff that's now loading or is that in the firmware and all that or what? [silence] Or else it wouldn't be blinking blue right now. [silence] So that is a revelation. [silence] But we did turn off the child. [silence] So [silence] can we set up the parent and then add the child?
63:00
Speaker 2
mhm it should turn purple after you reset it it should be connected to your internet [silence] yes [silence] yeah you don't need to turn on the child node yet.
63:00
Speaker 1
Set up, if the parent node will function. I understand. But if not, we'll have to set up the old router for replacement. And that may take a while. I don't know how long, how quick. I got a that purplish light. That means that means ready. Yeah. Means it's ready. Wait a second. My computer is on Wi-Fi. Okay. Try to do, I'm sorry. [silence] [silence]
64:00
Speaker 2
later if the parent node will function [silence] yes [silence] okay. uh, we're gonna [silence] try to use your computer sir. if you have a computer near to you. yeah, it's okay. try to go to your settings of your Wi-Fi. Find the links Wi-Fi.
64:00
Speaker 1
[KEEP_UNCERTAIN] Sorry, what am I to do now? would you like okay okay yeah we'll let you connect when we start up. Wow. I've never had this problem. You know, I mean, I've had Windows system slices for I don't know, 20 years. And I've never had a problem before with new ones. It's very strange to me. Okay. Okay. Let's see what we got here.
65:00
Speaker 2
open your computers I link sys Wi-Fi and and connect to it to go
65:00
Speaker 1
Oh, there we are. Okay, so what do you want me to do my my computer's on._code Go to store. Do you mean my search engine? I'll go to the Wi-Fi on the computer. It says no internet connection. Hold on. Uh
66:00
Speaker 2
in the computer sir go to your network and settings and find the Linksys Wi-Fi your Wi-Fi settings and find the Linksys Wi-Fi
66:00
Speaker 1
There is no linksys Wi-Fi showing. That's the problem. Yeah, well I, it brings everything up. Okay. Available. Wi-Fi. Wi-Fi is off. So, okay. Now we tune it away. When I turn on Wi-Fi, it shows a Velup setup 809. Okay, see, you didn't tell me that so I didn't know what it was. Connect. Enter the password.
67:00
Speaker 2
Did you click already available network? What are the wi-fi names showing? [silence] Yeah, that's the wi-fi for Link Systash, connect to that wi-fi.
67:00
Speaker 1
This one? uh, the password I can also connect by pushing the button on the router. Okay. No. All right, let me, okay. Let's Okay, but remember the computer is two rooms away. So I have to go back to the router. Okay. And then Okay, I'm going to look on the bottom. Oh, okay.
68:00
Speaker 2
Password is at the bottom of the device. [silence] The password is located at the bottom of the Linksys device. There is a sticker there. [silence] no. [silence] Just put the password, sir. [silence] All right, sir. Just put the password. [silence] For your computer, sir, you mentioned it is connected to your network correctly.
68:00
Speaker 1
Um the password is um hold on one second I'm trying to do two things here A-S-R-Y A-S-R-Y-X-E-Y-M-J-K-O-N Okay what did you ask me Rio? No no it's it's it's a desktop I'd have to unplug everything? Let's put in [silence]
69:00
Speaker 2
Capped wirelessly, right? Can you try to bring your computer near to the links is parent node? May know the reason why? Oh. Okay. All right.
69:00
Speaker 1
A-S-R-Y-Z-E-Y-k-e-A. Verifying and connecting. Still doing that. Still verifying and connecting. Does it usually take a while? Uh no internet services.
70:00
Speaker 2
okay it should be connected directly if it's correct password or if it's near oh you're connected already can you try to
70:00
Speaker 1
yes, of course. No problem. Well, I don't know how because I don't have Wi-Fi. Oh, but a browser. I opened a browser. Okay, I've got a browser open, yes. 192. 168. Okay. 1. 1. 192. 168. 1. 1. Okay. Oh, oh, okay. Sorry. Okay. Let's do it again. I'm sorry. [silence]
71:00
Speaker 2
You can just open the browser and I'll let you know where to go. All right. Try to go to one nine two. 168. Sir, there should be a dot in between one night and 168.
71:00
Speaker 1
Go ahead and repeat 198.1. 198.192. Whoops, let me go back. Yeah, I'm going to do it. 198.192. Okay. Let's start from the beginning. Thank you. 192.168.1.1.
72:00
Speaker 2
192. [silence] That's 192. [silence] Sorry, that's wrong, sir. Let me repeat it again. [silence] 192. [silence] One six eight. [silence] That one dot one. [silence]
72:00
Speaker 1
one what is it trying to do here? Hold on a second. 192 here it is. 192. 168. 1. 1 right? Is that right? Yes. 192. 168. 1. 1 again. All right I just clicked on it. Now, okay. All right. Uh download the Linsys app for set up. Is that it? What is it telling me to do now?
73:00
Speaker 2
OK, enter. Is there already a period in between 192 and 168? OK. OK, yeah, that's the correct one. That just double tap the picture hmm while you OK. You select a dithering, Alright, don't worry about that. Maximize just select that. Alright. Tap the little dot right on the top. No my right dot. See right there. Or just touch anywhere in the center to scan OK, try it again. Cool, do it again, and again OK. now gonna switch the type of scanning that we need. This will work this should do it for you.
73:00
Speaker 1
Uh, which, in one of those pictures, double T. Okay, yeah, it's opening up. One moment. Yeah, I tapped through the pictures. Okay. Still getting one moment. Nothing. Oh, here we go. It's starting up. Linksys smart W-Fi sign in. Internet connection is down. It says log in with your router password. All right. I can do that. You want me to do it that way? All right.
74:00
Speaker 2
here so it will route you to log in and have to picture. What does it shows? Now? OK so. is there an option log in using route password to log in locally
74:00
Speaker 1
I got to get my. Okay, hold on. No, no, this is the router password. I have. Oh, now just say admin here, it's saying router password is just A-D-M-I-N. But I. All right. I'm sorry, the connection is bad. Say that again, Rio. The router password, I'm trying to have you spell admin. A-D-M-M? N. Right. P for dog.
75:00
Speaker 2
Yeah, sir. Log in router password. The password is admin. [silence] Admin Answer, that's just the router password. Try topadmin A for Alpha. [silence] A A. I'm sorry, A for alpha, D for Delta, M for Mike and enter. You should be able to see the GUI setup.
75:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay, a second. Right. OK. OK. I got it OK. And on the router OK. OK. OK. OK. Yeah. All right. Sign in. Invalid router password. See I have one in my old one. Is that what it wants? No. Should I put the router? Oh I got it. OK. Okay, a second. What but now there's a password on the bottom of the router. Is that the password I think it wants? [silence] [silence] [silence] [silence] Okay. I'm signing in. [silence] [silence] [silence] Okay. And say. Okay. I got it. OK. OK. OK. [silence] [silence] [silenece OK. OK. OK. OK. OK. OK. Now there's a password on the bottom of the router. Is that the password? I think it wants. [silence] [silence] [silence]
76:00
Speaker 2
A for delta. I for alpha. Again, sir, let me repeat it back. That's A for alpha. D for Delta. M for Mary. I for alpha. And for Nancy. You able to get it? Uh-huh. No, sir. The moment you reset, uh-huh, Go ahead. [silence]
76:00
Speaker 1
The password on the bottom yeah didn't go through with what you gave me. Sometimes ADMN doesn't go through either. So I think it wants the password on the top. Yeah, you and I already sailed it out the first time A D M I N five letters. And that says invalid. Yeah, but it it just says not invalid router password. So I think it wants the one on the top
77:00
Speaker 2
Okay. Did you try let me just confirm did you spell it out like A D M N four letters? So is that what you have input? You just try to reset it sir. There is an option to reset so you can create. Okay?
77:00
Speaker 1
reset password are right enter the five now you gotta get the recovery key you want the recovery key right because this is a brand new router how it has to transfer already
78:00
Speaker 2
Yes. Mhm. That's why I asked I put there sir the default password. [silence]
78:00
Speaker 1
Okay, I'm back, Leo, so I'm giving it the recovery key. Okay, now, create a new admin. Password. word. okay. [silence] I'll I'm going to create to. one I was using. I'm sorry, what? I've got. Yeah, I know. I'm going to use to the one I had on my old router. it I can find it. Well, here it is. I found it. [silence]
79:00
Speaker 2
all right, you can create, sir. No repeating. . Yeah, go ahead. No repeating letters or numbers or characters. . Okay, okay, good.
80:00
Speaker 1
Okay, it's it's up. We are up. So tell me why we can now get on, but now it's saying no internet connection between the internet and the router. Okay. Okay. I'm I worry about every okay. Well, it's got all these boxes. Yeah okay
81:00
Speaker 2
What happened Would you Uh it's okay sir that's just normal because the Linksys node is not yet set up that's normal you don't need to worry for that so you're already in the dashboard Okay from the dashboard here scroll down [silence]
81:00
Speaker 1
OK. Okay. I'm sorry. Uh, I don't see where it says any of that down here. Oh, what I'm looking at, I did, and I'm, I'm at the bottom of the page. On the left, let me tell you what I'm, what I'm looking at. It says you're admin. All it says is device list. It says device list. Online devices, local 1, guest 0. Add a device. Is that what's the box you wanted?
82:00
Speaker 2
So, you will see there hyperlinks uh end user license agreement, Terms of service, Privacy Statement. Do you see that? From the page is scroll down. Okay. I'm not interested in the left, sir. You don't need to exit to provide for me those information in the last page. You just scroll down. You will see there at the very bottom of the page. There is uh words there's that there's a I feel okay. What I what are that I think let me get my feel. [Silence]
82:00
Speaker 1
The small letters here are end-user license agreement. Is that what you want? Oh it's it's it's hard to see and it's so small. All right, I clicked on it. And here's the license agreement. Yes, I'm able to see it, I'm able to see it. Yes, the, C-A-I-C-C. Wait waiting.
83:00
Speaker 2
Okay, sir, try to click C-A and there's small [silence] lin I was [silence] [silence] Lin [silence] where before. [silence] you see there [silence] you don't have to click it, sir. [silence] You don't have to click it. [silence] I've already asked if you're able to see it. [silence] Were you able to see it? [silence] Okay, do you see there [silence] C-A? [silence] Okay, kindly try to click C-A, please. [silence]
83:00
Speaker 1
I get the same string back. but now. Okay. Go ahead. from the left where it says smart Wi-Fi tools and router settings. Okay. Okay. Firmware. It says you and change routing settings. It's on basic now. Internet settings is another tab in local networks and firewall.
84:00
Speaker 2
okay and then from the left corner go ahead okay yes click on the router settings click connectivity so after clicking that you'll see an option CAT router setup router setup come yeah come navigate set up
84:00
Speaker 1
Okay, by the way, it's already saying the check for updates, but we'll do that. A firmware update, okay, we'll do that later. I clicked on ballop settings. Okay, I clicked on ballop setup and now SSID password. Okay, but and alright, so I'm going to do that from my
85:00
Speaker 2
Yes, sir. The one that I've mentioned earlier, VELLOP setup. Click that. It's okay. You don't need to change that one. Okay, that portion you need to change or create your Wi-Fi name and Wi-Fi password.
85:00
Speaker 1
Well, then, so we see. Okay. Now, if I have, two, like I have a guest account and a main account, will be setting up two of these? Okay, right now, I'm just do the main one. Okay. FASDR. And password.
86:00
Speaker 2
[silence] We're gonna we're gonna turn on your gas not work later, sir. Yeah.
86:00
Speaker 1
Okay, there it is. Okay, hit okay. I put in, no? Yeah, setup no, click on that. Your routers applying changes. Okay. So does this mean things are going well? Route or not sound? Well, route or not sound.
87:00
Speaker 2
No. Do you see an option there, set up node? yes, setup node. uh yes, sir. Um, okay. All right, it's okay. Okay, it's okay, sir. That's normal. That's normal. It means that we've applied already the changes. And we're gonna get.
87:00
Speaker 1
Okay. Okay. So we're gonna wait a couple minutes and then just hit retry or just because the only thing I can click on now is retry. Okay. Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
88:00
Speaker 2
At least two minutes let's wait for two minutes because your new Wi-Fi will pops out later let's wait for it [silence] And then we are [silence] It's okay, we're going to go to the settings of your computer so you will find your Wi-Fi name. [silence].
88:00
Speaker 1
Yes, I'm here. It's still red. I just checked.
89:00
Speaker 2
hello sir okay may I know sir what's the light showing in the parent node okay solid red
89:00
Speaker 1
Yes. Yeah.
90:00
Speaker 2
um can you try to go to settings on your computer network check if your Wi-Fi is showing now [silence] okay can you try to connect to the internet [silence]
90:00
Speaker 1
There are so any in Connect,name seems to be taking a long time. Yeah, it's it's verified connectivity string just came on. Now it says new internet secured. router not found.
91:00
Speaker 2
Are you connected? It's loading. Mhm. No, Internet. And you try to go. And you try to refresh your page for the router.
91:00
Speaker 1
Um, shoot. Should I hit retry? Na trade. Router not found, you're not connected to the router. All right, the better. So, I haven't checked. The router is two, two rooms away. Thank you.
92:00
Speaker 2
Yeah, try retry. [silence] Still red light.
92:00
Speaker 1
Okay. It's, it's still red. Okay. Uh, I, I've got a, I think I'd like us to go back and just make sure I can plug in my old stuff. Can I do that now? Or am I all changed now? What, what's happened here? Okay. So let's just, alright.
93:00
Speaker 2
I don't know also Sir what's going on with the new device that you have, but it seems here that even we tried the uh five press method, even we tried the link's website, still it's not letting us uh add this note
93:00
Speaker 1
I'm gonna just call Amazon and get a new box, okay? So, can you can, yeah, you know, uh, I don't know what if they need proof from you. I don't know what what's gonna happen when I call them, but I won't worry about it right now. So, let's go, uh, let's reset up, everything I had. Can we do that? Should I just sign out or just go back to my own my own nodes? Yes. Can we do that?
94:00
Speaker 2
Yes there sir. Try to ask them replacement for this device. So what you want to do is you want to what do you want to do, sir? Are you trying to go back to your old? Okay, just try to remove the know the yes Try to remove the parent node and swap it to the
94:00
Speaker 1
I haven't got any of my family. Can I just close down everything? Just X out everything here on my screen? Or not? Well, I don't know how to close it, but I'll just X it out. All right, it's all X out.
95:00
Speaker 2
How many notes, how many nodes do you have? Hello? No sir? yeah, you can close those you can. Yeah, exit it, close it. Okay [silence]
95:00
Speaker 1
moving stuff around. Hold on. Okay. I'm ready to turn on the old parent. Can I do that? Okay. It is
98:00
Speaker 2
ok. yeah, sir, you can turn it on.
98:00
Speaker 1
blinking blue. [silence] Still blinking blue. Yeah, I know it takes a little while. [silence] See the problem I've been having with the old one, um, for several months is the [silence] Drops, it'll drop connection. So then I have to restart the modem. It's usually I restart the modem and then I restart the router. To reconnect everything. So, and it just, yeah. Yeah. Yeah, so the next one I, the other device I have for the parent that I bought is MX 2001.
99:00
Speaker 2
Well, for Mr. Sergeant, we don't have any more firmware updates based on your current setup. Your MR is your parent node. However, your child node is MX-2000. Now, that won't be really a good family there in your network 'cause the higher the device is, that should serve as the parent node.
100:00
Speaker 1
So, does that make it okay? And that can be apparent load. [silence] Okay. So let's see where we are now. It's now appreciate. I can't believe it. It's now solid red. No, solid red. All right. Yeah, it's connected. And it's blinking. That light's blinking. No, it's solid red. Now, sometimes I have to restart this twice. [silence]
101:00
Speaker 2
Yeah, that's why they should become the parent, the parent node. Yeah solid. solid blue solid red is the the Internet cable connected properly at the back of the parent node okay wait for it.
101:00
Speaker 1
Now I'm going to be- I can't believe this, what this happening here? Yeah, let me, let me restart it again. This makes, wow. Now I'm on a Wi-Fi, that's a major problem, and this is true. [silence]
102:00
Speaker 2
[silence] so still the same, solid spread. okay, go ahead
102:00
Speaker 1
Hold on. Wait. Wait. Wait. Wait. Blinking blue. [silence] [silence] Now it's blinking red. And now it's solid blue I think. Let me see. No it's still. Now it's blinking red and now it's blinking blue. Now it's going to be solid red I'm sure. Solid red. What is going on.
103:00
Speaker 2
uh huh again sir uh
104:00
Speaker 1
Yes. I'm so reset what? No, no, no, no. Stop a moment. We're setting up the old parent node and I'm gonna oh, so what you're saying is I have to get back to the computer to do all this. [silence]
105:00
Speaker 2
For this, we really need to check if you really have an internet from the internet source. I know you've checked already your TV you are connected with TV. your internet. Then again, those are the only options because we've already ran troubleshooting multiple times. But you can try to reset the MR, sir. Try to reset the new parent node. the one that we are using right now. That's why, sir, you try to reset it so that you can set it up again.
105:00
Speaker 1
[silence] Oh, you didn't tell me that to do any of that. All right, hold on. Uh, on this one, there is no reset button. Then I see anywhere. MR has one and we're oh I see you know, it's a small I see it now. reset it's over here. All right. And how how much do I hold it in? 20 seconds? All right, I'm going to need I'm going to need a just something.[silence]
106:00
Speaker 2
reset it sir you hold and press the reset button for twenty seconds and that's how you reset it. [silence] there is sir mr red button. twenty seconds. [silence]
106:00
Speaker 1
Okay. and we have to then this is like I've got a brand-new
107:00
Speaker 2
so we're gonna wait for the device there to turn solid pink purple magenta.
107:00
Speaker 1
router. Okay. What about my trial node. It's okay. That'll be okay as it is. The child node also does not need to be set up. Okay. Still blinking below. I'm waiting for a solid. I presume I want to see a solid green. Oh, I want to see that. Okay.
108:00
Speaker 2
Yes sir. Setting it up for the first time. Still needs to be set up. No. You need to set it up. [silence] No sir. Solid pink, purple or magenta is accurate.
108:00
Speaker 1
shooting.
109:00
Speaker 2
Okay, if device turns solid red, we'll try to get it to set it up, but then again, it should show purple or pink. That's the set up mode. Try to click the reset button five times, not too fast. [silence] Okay, if device turns solid red, we'll try to set it up, but then again, it should show purple or pink. That's the set up mode. Try to click the reset button five times, not too fast.
109:00
Speaker 1
Okay. It's now blinking yellow. Or whatever you call that color. That's it. It's going to turn solid blue after the solid blinking yellow, I mean, after the blinking yellow. It'll then turn solid blue. Which means, Okay.
110:00
Speaker 2
okay all right let's wait for it maximum waiting time of seven minutes or so and then we're waiting for the device to turn solid blue yes yes wait for it for maximum seven minutes [silence]
110:00
Speaker 1
Okay, I set my watch for seven minutes. This is a total. We're hoping. Sorry, I was in the other room. Where's the phone? Here it is. It is, um... Solid red. This is the old, the old node. Now solid red. It was working before everything started here. So, how do I get a
111:00
Speaker 2
how was it right now sir? it's okay. ooh! solid red! this is the second node that we have set! it's still the same! solid red! yes sir. yeah.
113:00
Speaker 1
They're working Okay, I can I'll reset the modem. Oh, you mean when they send... signal Yeah. Well, let me see if I can... Can I... Can I do that on my TV?
114:00
Speaker 2
Sir, you need to contact first your internet service provider so they can try to reset your modem. [silence] No, sir, not you, sir. [silence] You should - your your internet service provider should reset your modem, sir. You don't need to do it on your own, but it's their system. [silence] They will send them they will send them they will send a message to your modem through their uh tools. [silence] Yes. [silence] 'cause right now it's your uh even? Uh-huh. No, sir.
114:00
Speaker 1
Well, it takes forever to call them. Okay, yeah. Okay, that sounds like good advice right now. Okay, thank you so much. Yeah, let me get my case number. Go ahead. Can you say the word Trans
115:00
Speaker 2
Well, sir, as much as I really wanted to assist you, we've already done, exhausted already all of the troubleshooting. We've done it for two devices, but still, the devices or the link is device detects no internet. That's why you need to contact your internet service provider. You can call us back. Alright, do you have a pen and paper? So I can provide you your case number so you don't need to repeat yourself. Alright, that would be LTS.
115:00
Speaker 1
Words OK. I'm sorry. Wait, let's have a stop moment t for the second letter I didn't get the tango t for Tango OK s for Xena or sams S for sams OK O O O One three six, four seven.
116:00
Speaker 2
L for Lima T for Tango s for Sierra Tango s for Sierra Yes s for Sam Zero-zero one three six four two-three
116:00
Speaker 1
23. L as in land.
117:00