V2 Rubric Detail — a9576848-7c93-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:15
Duration
65m 41s
Contact
John Kelly
Issue Type
Access Point Mode
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136747
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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
Overall2.0/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall66.6% (+26.6)

V2 Grader Summary

The agent successfully used the 5-press method on a compatible WHW03V2 model to restore app access, but provided incorrect LED guidance (claiming magenta/pink instead of solid blue for ready state). While technical progress was made, the final bridge-mode configuration was not confirmed as functional, and customer effort remained high due to repeated steps and lack of streamlined guidance.

V1 Case Analysis

Customer (WHW03V2, SN 20J20M39A68055) unable to reset mesh node or configure bridge mode. Agent gave mixed 20-second hold and 5-press reset instructions, incorrectly described LED states, and failed to verify WAN or UI access. No confirmed fix achieved.

Troubleshooting Steps
  • Collected model (WHW03V2) and serial number (20J20M39A68055).
  • Instructed a 20-second hard reset multiple times.
  • Guided through the 5-press reset method multiple times.
  • Discussed bridge-mode configuration and DHCP settings without confirming IP conflict resolution.
Key Observations
  • Agent gave conflicting reset instructions (20-second hold vs 5-press) without explaining their different purposes (factory reset vs diagnostic/escalation).
  • Incorrectly stated WHW03V2 should show solid purple during setup; correct color is magenta/pink.
  • Failed to verify basic WAN connectivity or access the router’s web UI (192.168.1.1 or myrouter.local) before mesh troubleshooting.
  • Did not guide customer to disable DHCP on Linksys router to avoid IP conflict with Verizon gateway (192.168.1.1).
  • Call ended without confirming if bridge mode was successfully applied or if devices could connect.
Positive Highlights
  • Collected the correct model (WHW03V2) and serial number early in the call [02:00].
  • Recognized that the 5-press method is applicable to the WHW03 series [10:00–11:00].
  • Attempted to guide the customer toward bridge-mode configuration to meet their use case [58:00].
  • Offered to call back when Wi-Fi was toggled off [20:00], showing awareness of call continuity.
Agent Errors / Gaps
  • Mixed up reset procedures – alternated between 20-second hold (factory reset) and 5-press (diagnostic/escalation) without explaining the difference [07:00–12:00, 25:00–32:00].
  • Stated the device should turn solid purple, which is inaccurate for WHW03V2 (correct is magenta/pink) [09:00].
  • Failed to confirm ISP/WAN connectivity or access to router web UI (192.168.1.1 or myrouter.local) before troubleshooting mesh setup [03:00–04:00].
  • Did not verify admin password or guide customer to disable DHCP on Linksys router to avoid IP conflict with Verizon gateway (192.168.1.1) [58:00–59:00].
  • Poor call control – repeated prompts, unclear instructions, and no clear troubleshooting path [10:00–11:00, 25:00–26:00].
  • Allowed customer to proceed with bridge mode without confirming understanding that Wi-Fi and app access would be disabled [59:00–64:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Customer regained app access and could manage the router, but bridge mode was not confirmed as functional or stable; final configuration state uncertain.
R2 Met Diagnostic thoroughness conf 90%
Agent guided through reset, 5-press method, LED verification, node re-pairing, and bridge-mode configuration attempts — all relevant to the issue.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path without premature escalation or dismissal, appropriate for in-warranty hardware with configuration issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified error codes and LED states but did not verify root cause (e.g., whether ISP connection was intact or if conflict with Verizon gateway existed).
T2 Met Appropriate tools / resources used conf 85%
Agent used physical reset, 5-press method, and app guidance — correct tools for mesh node recovery; no remote diagnostics needed.
T3 Partially Met No misinformation conf 90%
Agent correctly instructed 5-press on WHW03V2 (supported per KB), but incorrectly stated the ready light should be 'magenta or pink' (KB states ready for setup is 'solid blue').
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general direction but repeated questions, had long silences, and failed to set clear expectations for resolution timeline.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms (reset, 5-press, bridge mode) without consistently confirming understanding, though adapted slightly when customer struggled.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through despite complexity and customer confusion.
O2 Partially Met Proactive follow-through conf 80%
Agent gave procedural next steps (reset, 5-press, reconnect), but no explicit timeline or callback commitment was made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolvable at L1 with proper mesh recovery steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I'm sorry' once but did not explicitly acknowledge customer frustration, repeated effort, or emotional state.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted slightly by repeating instructions, but continued same pace despite customer disengagement and confusion.
X3 Not Met Overall experience conf 85%
Customer repeated resets, password entries, and reconnections; agent could have streamlined by guiding one node reset at a time.
Call Transcript102 turns · 113 lines
Speaker 1
I'm doing well. I'm doing well. I'm doing well. Yeah, hi, my name is John Kelly. How are you? Good, good. Um, I have a uh linksys uh router uh uh at home. Mhm. And what I'm experiencing right now is the internet actually dropping kind of frequently, like right now. I still so can you can you hear me okay now? Okay, I can hear okay, I'm sorry. Can you hear me okay now? The thing is, it's kind of like. flaky, me, okay, okay. And what I'm thinking is. [silence]
00:00
Speaker 2
you Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting. You may also visit Support.linksys.com for more information about your product. [sound of typing] Thank you for calling Linksys. My name is Mr. Gerald. How can I help? I'm doing good. How are you doing?
00:00
Speaker 1
mesh system. Uh, I tried logging into it, gave me a 2132 error. told me to uh reset it, uh, which doesn't turn purple so I don't know if I'm not doing it right. I then tried configuring one of the uh repeaters, I guess, as the main bridge. Uh, after I did that, I get a 2112 error and I'm missing stuff on it. So, I need some help cause I don't know what I'm doing. Uh, that's the Wi-Fi setup.
01:00
Speaker 2
What is the serial number and model number of the fillings sour that?
01:00
Speaker 1
When I was younger, these stickers weren't a problem. Um it is a WHW03V2 and the serial number let me take a picture over again. Wait, hold on. It is 20J 20M 39A68055. john@kellyinc.com. K-E-L-L-Y I-N-C.com.
02:00
Speaker 2
uh-huh [silence] okay and what's your email address
02:00
Speaker 1
Terizon? Everything was working fine until... Say that again? The light of the main tower is uh um, it's white. And the internet works, the Verizon Wireless works. It's just- this was working other than the air message to log in, um and then it told me, and I found online, just hold the reset button down to reset it, and then I can't reconfigure it. [silence] Speaking um
03:00
Speaker 2
Who's your ISP? What's the light of the main tower? What is the light of the main tower? [silence] I see.
03:00
Speaker 1
It's red. Solid. It's a red red. Yeah, I can, I got them all together in one room. So, I have, for the, for the main router, uh, that was the main router, I held down the reset button until it went solid red, I let go. It says it's supposed to go to purple to reconfigure, it never goes purple. I then took one of the nodes and I configured it for bridge mode, uh, it's also a solid red light when I do that and now the web pages do not display properly when I go online, when I log into the router.
04:00
Speaker 2
The main links is the main tower main tower? More like a pink red, or... it's a red-red? What have you done so far prior to calling? What have you done so far prior to calling? Those shooting I mean.
04:00
Speaker 1
gets a 212 error. [silence] I set one of the nodes to bridge mode. [silence] I tried resetting what was the main node, but it didn't, it didn't go purple. [silence] So, when that one didn't go purple, I said, let me try reconfiguring one of the nodes, [silence] which I was able to get into on the connectivity page. [silence] But when I go into the connectivity page now, nothing displays, and when I hit the okay button, it gives me an error message of 212. [silence] [silence] That's correct. Yep. And I'm okay putting everything [silence]
05:00
Speaker 2
So, you're saying that the current... Got it. So the current setting right now is on bridge mode, where it links as nodes. Is that correct? Okay. So you went to the connectivity internet settings, you changed it to bridge mode. Is that correct? I'm just making sure that I understand it. All right.
05:00
Speaker 1
Setting back the factory defaults, I just... that didn't seem to be working and I don't know what I'm doing right or wrong here. I have a Verizon gateway its IP is 192.168.1.1. It's two and a half gigs. It's been working fine. And again, the only reason why I hit the reset button on it was I was getting a 2132 error on it, which says easy fix, just reset it.
06:00
Speaker 2
Yeah. It's really gonna work because right now, the IP address of that knows, also, um, settings of that, the wireless settings is disabled. You need to probably use a domain name to access the web settings again. But one second. Let me pull up my tools right here. Also, how do you plan to make use of that? I think you you mentioned that you have a modem router or a gateway from Verizon. Right. And second question, how do you plan to make use of your mesh routers? Is it, are you gonna plan to wire that and set a bridge mode? [silence]
06:00
Speaker 1
If I whatever the, default is really what I want, want to do it, I have some devices that are still connected to the mesh network in this house. So I just want to bring it back. So I'm only going to hook up uh uh two of the nodes, maybe three. uh, but mostly I'm using the uh, the Verizon one. because it does uh, uh Wi-Fi 6E, I guess. has capability of seven, although they haven't turned it on yet. much faster speeds, obviously. The one that I reset before. All right, should I have the Ethernet plugged into it? Yeah, should I have the go ahead.
07:00
Speaker 2
Okay. Okay, that's fine internet. I. Okay, got it. [silence]. Reset the the current main power, link his main network. Hold it down for 20 seconds on reset. Yes, great. [silence]. Hold the reset button down for a second. At night it's [silence].
07:00
Speaker 1
plug it into the network. All right, I am plugging in. Does it matter whether it's the left or right, uh, ethernet jack? Okay, so I'm plugging it in. It's plugged in. And you want me to hold the reset button? All right. That's 20 seconds. I'm letting go. There have been no light changes on top. Thank you for helping me, by the way. [silence]
08:00
Speaker 2
they live it connected yes yes it doesn't matter we're going to reset anyway so that's okay for 20 seconds yes [silence]
08:00
Speaker 1
Well, it looks solid red to me when I had it before, but then I didn't know how to configure it or connect to it. Because if the Linksys router that I'm plugging right now goes to an IP that ends in 1.1, I'm going to have an IP conflict.
09:00
Speaker 2
Alright, but they might not turn to solid purple. Expected light should be solid pink or magenta, the reason is that, I, I'm not really sure, but what happened to the light of the WHW03. When it-- when they're ready to be set up, the lights more like a magenta or pink, red. So we're not expecting solid purple on that. It probably-- it's damaged or something. Not sure. I'll figure it out. You're also correct about that.
09:00
Speaker 1
Okay, it's red. Well, five, all right, so, All right, one, two, three, four, five, okay, all right. All right, the red light is... it went on and off, but it's solid red again. Well, it blinked, and then it went solid red.
10:00
Speaker 2
Okay, this time press and release the reset button of that tower. Oh, no, press and release five times, one second gap between presses. So it sounds like this. Press, release, press, release, press, release. Always, yeah. So solid, right? It's not blinking. It should be blinking.
10:00
Speaker 1
Five times. All right. Pressed. Released. Pressed. Released. Pressed. Released. Pressed. Released. Pressed. Release. That's five times. No. Wait. It's amber. It's flashing amber. Okay. Yeah, that's it's normally, it's normally blue when it's working.
11:00
Speaker 2
Oh, can you do it one more time? The pipe process? Just one more time. Five times, yes. Is the light now blinking? Okay good, it's doing something. Expected light of that is solid aqua blue or greenish blue something like that. Supposed to be solid blue but again, light damage. I agree. I agree with that. But this time I think the light will turn to solid green or or add that. [silence]
11:00
Speaker 1
it's still flashing Amber. Now it went green, went Amber. still flashing Amber, still flashing Amber. Okay, still Amber. How long should it take? Okay, it looks like a solid green. Okay, but what's working?
12:00
Speaker 2
So, normally 3 to 5 minutes. If it stays all solid green, then it's working. Now let's go to
12:00
Speaker 1
Okay. Yes. It, uh, it's Vellup Setup On My Wi-Fi Network. Do I want me to connect to that? And I need to know the password. And Vellup Setup. what is the password? Of course, I keep Here We Go. paused, I will be... You Transcribed. Zap. Wait, moment. One
13:00
Speaker 2
the the main tower. The link is it has internet connection now. It's broadcasting its wi-fi name, but connect to the wi-fi of that. Let's go oh look at the bottom part of that uh unit, the main tower, mainlys is router. There's a wireless or setup name and look. Yes please. Yes please. Can I connect that?
13:00
Speaker 1
XQHQHING3G alright my Wi-Fi 1BZEX GHG39 it says joining but it's taking way too long [silence] not sure what it's doing. It looks like it's frozen. It says joining... I don't... I mean. Yeah, I entered the password. [silence]
14:00
Speaker 2
Is it still trying to connect? Joinนี้ Is that after you enter the password and hit join? [silence]
17:00
Speaker 1
Wrong. It gave me an error saying I answered it wrong. I put it in nine instead of a G. I retyped it in. It took it. Uh, but it's not joining. But I do we have is this giving out is this giving out IP addresses now? Right but I don't but it but I but can I disconnect it from the network so we get rid of the IP conflict? Okay, I um all right. Hey try it again. What you got? Um.
18:00
Speaker 2
Can you try to yeah, there should be IP address. And it's probably 10 something range. Oh, it's not gonna be an IP conflict because it it has adapted to 10 something. That's a smart uh router. But yeah, you can unplug it from the the the internet source and then connect to the wi-fi of that. It might help. Wait, what with one second. Oh. [silence]
18:00
Speaker 1
I plugged the router from the network. I disconnected the ether into cable from the Lynx this router. Well, now it's red. It's not giving me an error message and it's not joining.
19:00
Speaker 2
you you disconnected the cable, right? connected to the router? but you do remember the port that was connected to, correct, because that's gonna be the same internet port, if you connect it to the other port, it will not work. yes, correct. yeah, it has no internet connection, that's right, it's right. I just wanna, we'll figure out later, just for now, you can connect to the Wi-Fi. can you toggle off the Wi-Fi in your phone and toggle it back on?
19:00
Speaker 1
If I do that, we're gonna lose the call. Yeah, my number. Yep. All right. Do you want me to turn it off and then back on? Okay. All right. There it is, off, back on. You want me to plug it back into the network? Or do you want me to... connect for now? All right, here we go. 1, V, Z, U, X, GHG, GHG, 3, G.
20:00
Speaker 2
I can call back. Your number is 407. Okay, let me read it to you, so that's 407-474-9284, correct? Yes, and then try to connect again to the Wi-Fi. I can call back. Connect connect for now. Connect first to the Wi-Fi. Okay.
20:00
Speaker 1
unable to join the network i should be able to join although i have given out an ip this should work you x g h g g h g free g sorry Now it says I can't join. I'm sorry. Say that again. You want me to plug the Ethernet cable back in or just the power? Flashing red now. Okay. Okay. What color do you want the light to be?
21:00
Speaker 2
Turn off the links, just rather than it back on. It was a quick up and out. unplug the router from the power and plug it back in. Just the power. Right, correct. So just just unplug it from the power source and plug it back into power. Red when it shows red you can connect to the Wi-Fi of that.
22:00
Speaker 1
still green. Not sure how, but okay. All right. We've got to set up again. UXGHG-3-G flashing red.
24:00
Speaker 2
Okay, and you can connect to the Wi-Fi now.
24:00
Speaker 1
I cannot connect. Unable to join the network. yeah, we can move to another note. I don't really care. I'm only going to hook up to. all right. So you want me to push in, put in the power. What do you want me to do with the reset button? Do it five times or hold it in? Okay.
25:00
Speaker 2
is it joining it's either incorrect password or something going on with that note but um how about this you got three nodes total, right? okay, get get one go one of the node that you have there and then turn it on when it's red connected I mean, reset it, then, let's connect to the Wi-Fi first. If you're connected, then it's connected to the network. Or the internet source. Hold it in. 20 seconds when it's red. solid or blinking, [it] doesn't matter.
25:00
Speaker 1
Okay. I just held it in for 20 seconds. You want me to unplug it or just wait till lights come? Yeah, I'll take any color right now. Okay. It's flashing.
26:00
Speaker 2
No, let's just wait. There, the light shows. pink red. magenta.
26:00
Speaker 1
[silence] The red light had gone off while I was holding it.
27:00
Speaker 2
It's blinking red is that? Yes. All right, if that, okay, if that's still blinking red, press again the reset button and hold it down for 20 seconds. Okay, good. It's now going to turn to blinking blue, and then solid red, or pink red. [silence]
27:00
Speaker 1
Okay, solid red. I'm sorry, you want me to connect to this now? All right. All right, there it is. Of course, this is a different password. All right. [silence]
29:00
Speaker 2
Okay, find the Wi Fi name of that and connect to that a Wi Fi. Yes.
29:00
Speaker 1
J T X 4 T H N I 9. All right. Great. D R J D R J 4 H N I 9 joined. All right, that one joined. All right, that one joined. All right, that one joined. All right, that one joined. Okay. connected to the access point name you want to connect. I'm confused. You want me to plug in the ethernet cable into it? I don't yes.
30:00
Speaker 2
Okay, let's now connect the the new main tower to the internet source, the gateway. Can connect the ethernet cable now? Okay, remember the fire process? I don't know, not yet. Remember the fire process that you did? Do that again. So, press and release five times. [silence] Not blinking. [silence] One more time.
30:00
Speaker 1
okay. press release. press release. press release. press release. press release. okay. disconnected me. from the setup. it is solid red. disconnected me. now it's amber. now what am I doing? flicking off my watch. there's no point to it. alright. do I. press again? hold on it again, okay, routed go home detect the device okay, go on the Dating app app and it takes you take a look at the original dual delay right, okay the original dual delay, I now have to do is reuse the it okay, stopped there set four runtime telemetry. volume okay, so are now okay, one RTXP road detection watch button. okay, now coming one heart three to hear four misconceptions. like one misconception misconception to a radio has detected skip. [silence] go back to time alert. back to time. okay now back session now stops on three.
32:00
Speaker 2
Wait, wait, you got disconnected from the Wi-Fi? Oh. There's actually a weird behavior with that. So you're saying you got disconnect I mean it disconnected you to the Wi-Fi. Um, can you try to connect [silence] back. Okay, so you're back connected to it.
32:00
Speaker 1
All right, it connected. I have a version of it. I haven't used it in a while. Okay, it links us. [silence] loading the setup experience. Agree. [silence] firmware update. [silence] Okay. [silence] It's connected. That's good. No, it let it's solid. All right. Now it wants me to set up my Wi-Fi.
34:00
Speaker 2
Okay. Do you have the LinSys app installed in your phone? Yeah. I'm finding my password.
34:00
Speaker 1
All right, I got it. Privacy, that's great. Email. Do I have a, an account? Do I need to, oh, skip that. Now. Okay. Yep. All right. Create your router password. [silence]
35:00
Speaker 2
You can skip that for now. Skip for now. The email.
35:00
Speaker 1
Hmm. [silence] Really? [silence] I am never gonna remember this password. All right. It's configuring my Wi-Fi network. Now, I just want this to be essentially a bridge. I don't want it passing out IPs. I just want it to be an access point for the computers to the devices to connect to it. [silence] We're gonna have to - we're creating this - I just want it to be an access point. I want to use the Verizon router as the main IP and bridge or router. [silence]
36:00
Speaker 2
But, yeah. Okay, so if that's the case, we're gonna need to add the—the node first. The extender tower. you—you said you're going to use the two, right? Oh, sorry, sorry. So are we going to set this to bridge mode because it does have like an access point
38:00
Speaker 1
Alright. Well, then you tell me how I gotta configure it. I mean, it was working fine before. [silence]
39:00
Speaker 2
We can set this to bridge mode however setting this to bridge mode will disable the wireless settings of the router the mesh [silence] What I'm thinking is that we can we can leave the uh the current setup as it is uh set to dhcp configuration and then we can make use of the extended tower as a wireless extender uh not really an extension to wipe up your main tower but yeah you can set this one as access point to your Verizon router.
39:00
Speaker 1
I'm not sure. All right. So Kelly Nash. Well, I just connected it to the new one. Let me go back to Linksys now. Next. Looking for your child ones. I don't have any of them on. Do I have to reset them as well? Got me to plug it in. Yeah.
40:00
Speaker 2
Sure. [silence] Yeah. [silence] Yeah. [silence] The one we previously tried to connect as the main node, turn it on when it's right, reset it. [silence] The power, yes. Power it up.
40:00
Speaker 1
Okay. Yes. Got your router. I wanna add more nodes when it's red, right? Okay, it's red. Right. [silence]
41:00
Speaker 2
turn it, I mean, reset it first, then when they come back, right after the reset, add more notes, or add a note. Yes, secret.
41:00
Speaker 1
uh you want me to reset uh it uh uh the fourth or fifth time there? [silence] Yeah. [silence] There's no light on it yet.
42:00
Speaker 2
Have you done doing reset on that note? No, hold the reset button down for 20 seconds for the note that's red right now. [silence]
42:00
Speaker 1
[silence] I guess you can't believe what the internet always says, it's easy, just hold the reset button down. No, I just read it online, you just hold the reset button down and reconfigure it and it's not been very easy.
43:00
Speaker 2
Okay. I'm sorry, I'm not sure I understand what do you mean? Oh, okay, I see. I see what you mean. I
43:00
Speaker 1
It's still no light. It's what? It's red. Next. Didn't let me add. Okay. I'm on the, uh, looks like the dashboard.
44:00
Speaker 2
But what's the light of the node now? [silence] It's probably blinking blue, or dark blue. [silence] It's probably dark blue blinking. [silence] Right now I can't add more nodes or add a node. [silence] Back to the app. [silence] What do you see on the app now? [silence] Dashboard, okay. [silence] You see the three lines and the top left, press that. [silence] And then scroll down, look for the option setup a new
44:00
Speaker 1
Lynx is set up now. Wants me to log in. Let me go back manager, Y5. So it's asking me for the router password. Is that the router password Wi-Fi or is that the other one that I created? Yeah, I
45:00
Speaker 2
product and then add a node. the three lines at the top of the menu, the menu bar. click that or press that. oh, I think we're now on the same page. what do you see again? okay the complicated password, the unique password you created. I think that's the second password you created.
45:00
Speaker 1
Of course I forgot the password. Recovery key. Yeah I know, I gotta get the recovery key. And again, I can't read it.
47:00
Speaker 2
If you don't remember the password, there's a reset password option.
47:00
Speaker 1
The account holder will be notified if the router password is changed. It hence cannot. Oh, damn. It's front. Okay, there we go. We're back. And what am I doing? I'm doing the lynx's setup, or you said you said something about, uh, the hamburger. Okay, and where do you want me to. Yep. Okay. Yep.
48:00
Speaker 2
Yes, Yes. Yes. [silence]
49:00
Speaker 1
Okay. That over the stopping point. I hope they're not, don't take that long. They're only about four feet apart. It says it's still looking. Now, it says four to six minutes.
50:00
Speaker 2
It's trying to communicate to the main tower. It's gonna take four to six minutes. Right, and what's on the other setup? Is it still looking for child nodes or?
50:00
Speaker 1
Now, for the other router I got, I gotta just reset it for the other node if I wanna add it. Yeah. Got it. [silence]
52:00
Speaker 2
Correct. Yes. This is the same process? Reset up first when it's red, and then when it come back to red, add it. [silence]
52:00
Speaker 1
re and it's about 25% through the bar, yes. a node turned green. Yeah, that's the one we're adding. Nope. Yeah, it's, uh, it's no longer, it's no longer lit up. Oh, it's coming back. Oh, there we go. Great. Okay, but as far as the configurations and IPs is all that off?
53:00
Speaker 2
Is that the node we're adding? Let's agree now. Okay. All right. Let's wait one minute. If that stays solid green, you can put it where you want it to be. Ideally, 30 feet away from the main tower. Mm-hm. Back red and then green again. Oh. okay. All right. You can move that now to where you want it to be. again, ideally 30 feet away from the main tower or less up to you.
54:00
Speaker 1
[silence] Yep. Okay. Okay. Connection type DHCP. It gives me the IP address. LAN IP 10, oh, it's a 10.240. Oh, I got it. So, it's connecting it and then it's giving out. So what IP is it going to give me?
55:00
Speaker 2
Now the, the, the Linksys's main tower is obtaining IP but it's not 192 IP. If you want to check the IP range, let's, let's check it on your Linksys app. Let's go to network admin, click the burger icon. And then go to network admin. And look for IP details. What's the IP range. Is it 10 something? Probably it's 10 something. Is it 10 right? Correct. Yeah, it's much better.
55:00
Speaker 1
well it's 10 241.1 for the router and then the child mode is 10 241.91. yeah so how do I turn that off? I just want it I want it to be a bridge mode or an access point using my existing DHCP server, not introducing another IP range.
56:00
Speaker 2
[auf sixten uh if you're going to connect to the mesh router the IP range of your devices that connected to that is ten range, ten point one point something something. Uh yeah, and for your devices, we're also going to use the same IP address except the the last I mean the the the last octet is different. But yeah, it will still get the IP address to be able for that device to be online. It needs IP address from the internet source. But if you want to disable uh the DHCP mode, so that it will not distribute multiple IP addresses uh to other devices.
56:00
Speaker 1
Well, that's how it was configured. Well, I'm on the network, I'm on Kelly Mesh now. Uh, all right. I'm sorry. Uh, uh, yeah, advanced settings. Yep. Then, what? Internet settings? Okay. Uh, it's a bridge, right? This acts as a bridge to an existing router and on the network. Right, that's what I want. Right, but if I do that, it's going to be on the same network scheme I have in the house and not a second, secondary subnet.
57:00
Speaker 2
Which is also bridge mode available. And then Internet settings. Correct. And then connection type, change that to bridge mode. You, okay. Just to make sure, that's what you want, right? Again, it might be hard for us to access settings again, the wireless settings. I'm just making sure that you understand what you're going to do. That, that is true. It will not, but it will act like an access, no, more like a switch hub. So it will have direct connection to the [silence] Ethernet. And it will access that for any devices on that bridge. Please help only with the transcript. Thanks.
58:00
Speaker 1
Right, but it'll be a wireless access point for my devices. That's how it was configured. So, all right, I'm going to click it. All right, I selected it. And I go what, back? I don't see a save. You will be able to use advanced features of your router and [silence]
59:00
Speaker 2
main internet source, which is the gateway, then you can connect to the Ethernet port of the of those towers. The Wi-Fi of the towers will be disabled. Wireless settings will be disabled. So you cannot connect to the Wi-Fi of that. If you can connect, there will be no internet. It will like more like a switch hub. That's how you're going to configure it, if you're going to do bridge network. as long as you understand it. Problem. Here is a by the top left, no top right. [silence]
59:00
Speaker 1
And then add modem or no, the okay, that's fine. and it is not done yet, yeah, it's yeah, well, the routers are dark. And then
60:00
Speaker 2
All right. Uh, is it done? Probably you got disconnected from the Wi-Fi now. After you hit say, the yeah.
60:00
Speaker 1
Well, we got to wait for it to come back on. So let me give that a minute or two. Okay. Main one is green. The node is a red flashing.
61:00
Speaker 2
it's applying the changes you made. Also, I think you can't connect to the Wi-Fi. If you can, again, there will be no internet connection. sure, sure. [silence]
61:00
Speaker 1
Okay, they are both green. So, is this going to come back? Am I going to lose the save changing? You there? Yeah, but the save changes looks like it's stuck. Okay. All right, I just reconnected.
62:00
Speaker 2
[silence] It's back really now. Yeah, I'm here. okay. That's fine. No. I think you because you got disconnected from the Wi-Fi. Like I said, you got uh the wireless settings of that will be disabled. And accessing the app requires the Wi-Fi of the um the Linksys right now. You are not connected.
62:00
Speaker 1
Yep. Can I have the other nodes plugged into the ethernet as well? Okay. Well, for the, the save, the safe changes is not finishing. Should I just close the app and go back in? It used to work. I had it in Bridge Mode connection before. [silence]
63:00
Speaker 2
[silence] when you're moving the child node or the tower to where you want it to be, but the main tower should always be connected wire to the internet source. Okay. Um reserved gateways. Is there um sure you can. Is there anything else I can help you with or are we all done here? Yeah, you can close and go back. I bet I don't think it'll work. You can try it, though. It might work. Yeah, it used to work. That's that's without the bridge mode connection. Probably you're connected using the Smart cloud account that for sure you can access it, but you are not connected to the cloud server because the cloud server has been discovered. Okay. right now we can't access the parent. Yeah, that's that. I think that's it. Okay. Let's try let's try the okay. Okay, doing great. You did okay. It's okay. I think uh okay. Yeah, okay. Let's try it. Let's try uh you want me do or what?
63:00
Speaker 1
Wow. So, I can no longer manage this router? How do I change it? I do. I mean, I don't really need to change it, but like if I wanted to add another node, what do I got to do?
64:00
Speaker 2
You can no longer manage the wireless [silence] settings of that router, like I said before. It's more like a switch hub. You're using it like a switch hub. I've explained to you that once you set that up bridge mode, it will probably very hard for us to access the web settings or the app again. And you said you understand that. You can do the power press method to add a node, but I don't think the node will be added. You can try though. The wireless settings again will be disabled and it use, oh, they can use Bluetooth. So
64:00
Speaker 1
Now it shows me now. I can get into the app. So, all right. All right. Thank you very much. All right. Bye bye.
65:00
Speaker 2
[silence] [silence] So yeah, do the pipe press method you did in the parent node. [silence] when we set it up [silence] to add the extender node. [silence] You'll bypass the app and do the pipe presses. [silence] So here's what you're going to do. So turn on the child node you're going to add. [silence] Reset it when it's red. and when it comes back red again after the reset, do the pop press thing on the parent node. [silence] will broadcast a signal. and goes to the child node. the the child will react. [silence] hmm? [silence] Okay, good. good. Well come, we about the questions. [silence] All right, bye-bye.
65:00