V2 Rubric Detail — a9dfa868-7c82-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:13
Duration
78m 54s
Contact
Paul Hanley
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136718
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-46.0)

V2 Grader Summary

The agent failed to diagnose or resolve the mesh-node issue, gave inaccurate technical information (LED states, IP address), provided no clear plan, and never escalated despite repeated failures. Communication was disjointed, empathy was absent, and the customer was asked to repeat many steps, resulting in an unresolved call with high effort and no meaningful progress.

V1 Case Analysis

WHW03 Velop mesh child nodes remain solid red after moving house; multiple resets, 5-press, power cycles, and node swapping attempted without success. Issue unresolved; recommend escalation or hardware evaluation.

Troubleshooting Steps
  • Requested and recorded serial number
  • Reset each child node (reset button hold ~10 sec)
  • Moved child nodes close to parent (2-3 ft)
  • Power-cycled parent router and modem
  • Performed 5-press reset on parent node
  • Swapped child node to become new parent
  • Disconnected intermediary switch
  • Attempted local UI access via 192.168.1.1
Key Observations
  • Agent initially provided incorrect local IP (192.168.4.1) at [37:00] before correcting to 192.168.1.1 at [39:00].
  • Agent did not confirm the exact model (WHW03) despite customer mentioning it at [05:00].
  • No escalation, callback, or follow-up was offered despite persistent issue.
  • Agent misheard serial number initially and required correction from customer at [09:00].
  • Call included long silences and fragmented troubleshooting flow, reducing efficiency.
  • Agent correctly used 5-press method on WHW03, which is supported per KB (universal_5press_models.md).
Positive Highlights
  • Correctly used the 5-press method on a WHW03 device, which is supported per KB (universal_5press_models.md).
  • Attempted multiple troubleshooting methods including resets, power cycles, and node reconfiguration.
  • Requested serial number and attempted to verify device details.
  • Identified and removed intermediary switch at [58:00], aligning with KB guidance to ensure direct modem-to-router connection.
  • Persisted with troubleshooting despite connectivity issues and customer frustration.
Agent Errors / Gaps
  • Provided incorrect router local IP address (192.168.4.1) at [37:00], which is not used for Linksys mesh devices.
  • Misheard and initially recorded the serial number incorrectly, requiring customer correction at [09:00].
  • Failed to confirm the product model number (WHW03) despite customer mentioning it at [05:00], violating protocol.
  • Did not discuss warranty status or support eligibility, missing key protocol step for potential hardware replacement.
  • Did not summarize troubleshooting performed or set a concrete next step (escalation or callback), leaving outcome unresolved.
  • Repeated unclear instructions and long silences, contributing to inefficient call flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Child nodes remained solid red throughout the call and were never successfully integrated; no resolution, RMA, or valid escalation occurred.
R2 Not Met Diagnostic thoroughness conf 96%
Agent repeatedly instructed resets and button presses without logical diagnostic sequencing (e.g., no WAN test, firmware check, or ISP verification); troubleshooting was not meaningful or progressive.
R3 Not Met Correct resolution path conf 95%
Agent never determined warranty status or selected an appropriate path; no RMA offered despite hardware-failure indicators, and no best-effort troubleshooting beyond random resets was provided for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked virtually no diagnostic questions about ISP type, internet connectivity, firmware version, or modem configuration; failed to identify symptoms or root cause logically.
T2 Not Met Appropriate tools / resources used conf 96%
No remote session, web interface access, log retrieval, or modem/WAN test was performed; agent relied solely on customer's verbal description despite clear difficulty and need for tool-based verification.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated 'solid green, which means it's working' (WHW03 uses blue/purple for ready) and provided an incorrect IP address '192.168.4.1' before correcting to 192.168.1.1 — both are material inaccuracies per KB.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked clear framing, had long silences, abrupt topic shifts (e.g., jumping from resets to IP entry without transition), and agent lost control when customer struggled with steps.
C2 Not Met Confirmed understanding conf 92%
Agent used technical jargon like 'press release the reset button five times within five seconds' without confirming customer understanding or adapting to their confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent repeatedly asked customer to perform resets, move cables, and retrieve serial numbers but took no ownership — never followed through on commitments or prevented avoidable effort.
O2 Not Met Proactive follow-through conf 93%
No concrete next steps or realistic timelines were given; only vague instructions like 'keep observing for three to five minutes' with no follow-up plan.
O3 Not Applicable Closure confirmation conf 99%
This appears to be the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Repeated node failures (solid red after reset) met escalation triggers per universal_escalation_guide.md, but agent never escalated despite clear hardware-failure indicators.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was executed, so required details (team, reason, customer notification) were not provided — execution criteria not met.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered only a brief apology for audio issues but never acknowledged customer frustration, repeated effort, or frustration over failed attempts — empathy was absent.
X2 Not Met Tone & rapport conf 91%
Agent continued giving technical instructions despite evident customer confusion and repeated requests for clarification, failing to adapt tone, pace, or style.
X3 Not Met Overall experience conf 95%
Customer was forced to retrieve serial numbers multiple times, lost cell signal doing so, repeated resets, and moved cables unnecessarily — effort was increased, not reduced.
Call Transcript116 turns · 126 lines
Speaker 1
uh yeah I bought a new house uh I Hello.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Regina. How can I help you today? [silence] Hello. Are you still there? Okay, so I just want to make sure that you did not muted [silence] or accidentally mide your mic. Okay. I can hear you now. So, please proceed, But what is your concern all about?
00:00
Speaker 1
Oh, I bought a new house. I had to change out the modem. There's a Linksys mesh system that I can't get connected. And so I'm wondering how about I how I go about doing that. I mean, I've been trying with the app. I've been trying various things, but I can't get it to work. So, I'm wondering how I've Yeah. Yes. Yes. Yes. Paul Hanley, Hankley. Yes.
01:00
Speaker 2
So you moved to your new house, but is this your first time calling us for support? And are you calling from United States? May I know your first name and last name, sir? H.A. for alpha, N.L.E. for Edward, Y. And your call back number?
01:00
Speaker 1
spot for the phone. Can you hear it now? Okay, 303 638 9883. Paul_handley.cycling@gmail.com.
02:00
Speaker 2
Hello? Okay, I really apologize here, but I cannot hear your voice. I cannot hear your voice in my end. Okay, yes. Can we provide your call back number? Just in case this call will disconnect. 303? Go ahead and your email.
02:00
Speaker 1
No. Dot cycling. No, no. No. Dot cycling. Yes. Yes. I have a parent. It looks like I have a parent router and then four child nodes or three or two. I'm sorry, three total. One is a parent. One looks like a parent and the other two look like child modes.
03:00
Speaker 2
Okay, so it's p-a-u-l-h-a-n-l-e-y at cycling, c-y-c-l-i-n-g dot gmail.com. That is paulhenley.cycling@gmail.com. And how many links as routers do you have, sir? Since you moved to a new location, do you have a new modem and new internet? [silence]
03:00
Speaker 1
Yeah, there's a new modem. The internet service provider is the same. For the modem. Trying.
04:00
Speaker 2
Okay, can we provide a serial number? Back-run. Can we provide a serial number of the parent router? The main router from LinkSys. Can we provide a serial number of your main router? Hello Paul. Hello. Sorry. I cannot hear your voice earlier. So can you please repeat your serial number?
04:00
Speaker 1
Hello? I'll have to get that. The problem is, the problem is when I go into the room to get that serial number and look it up, I lose cell phone connection. So, if I have to get do I have to get all the serial numbers? Well, it's like a if they're like, can I just see if the if it's the product is still even supported? It's like WHW030. Is it too old?
05:00
Speaker 2
Hello. Okay, so I can hear you now. Can you provide a serial number of the parents node? Okay. One, but for setup processor, you need to moved all the nodes, same room with the modem. [silence]
05:00
Speaker 1
Yeah, right. Okay. Why don't, why don't I go get all the serial numbers. I need all the serial numbers for all the Linksys products. Okay. If you want to hold on for a while, I can go and look and see what it's going to be, but I'm going to lose cell phone connection while I do that. Okay.
06:00
Speaker 2
Yes, so one of the nodes you are going to setup as a main router. Yeah. Go ahead.
06:00
Speaker 1
Hello? are you still there? okay the serial number I have is 20J1008743689
08:00
Speaker 2
Yes. I'm still here. Yes, I am. Okay, so let me just confirm. It's 20 J for John Juliet. I guess it's 10 m for Mike. Make sure you double-check. 10 m for Mike.
08:00
Speaker 1
Yeah. I have one zero zero. I have one zero zero, not one zero m. You want me to double check? Yes, that's what I have. Xfinity.
09:00
Speaker 2
I say it's 2, 0, J for Juliet, 101, M for Mike, 8743689. So that's 201J743689, and who is your internet service provider?
09:00
Speaker 1
Unplug it. it's already plugged in, you want me to replug it in? Hold on, can you hear me? It's green, green.
10:00
Speaker 2
Okay, now can you please plug the main router to the modem? Plug the ethernet cable from the modem to one of the ethernet port of the router. Quickly. Uh, I have no power. Okay, what is the light indicator? Uh, What is the light indicator of the parent node? Solid green, which means it's working. Okay, then plug your phone from the router. Your phone, your adapter, your power adapter just below the ethernet cable.
10:00
Speaker 1
Silence for 30 secs. [silence] Yeah, it's connecting to the to the parent.
11:00
Speaker 2
working? Can you please check if you can access the internet when you are connected to that router? So it means you have internet connection. And what is the light indicator of the child modes?
11:00
Speaker 1
Hold on. I have to go upstairs. They're connected by Ethernet. [silence] I have the one on the main level currently unplug. I will plug it in. It goes solid blue, then it goes blank. [silence] I'm not seeing anything on that one. While that one is working, I'll go up to the second floor and plug that one in. it's uh what's been happening is that they eventually turn red. now there doesn't seem to be any problem with the parent. it's just connecting these children. yeah the one on the main level is now solid red.
12:00
Speaker 2
Yeah, just keep on observing it. Seems the parents don't have internet connection, so we don't have any problem with that, correct?
14:00
Speaker 1
one on the second level. turn solid red too. they're both solid red. that's the problem I've been having. I just can't get those two to connect. [silence]
15:00
Speaker 2
Okay, can we move the two child nodes closer to the parent node, about two or three feet apart, and plug them directly to the wall outlet?
15:00
Speaker 1
Okay. I'm going downstairs to plug them in next to the parent router. The problem I found was ever since the update, the range is not as good with my controller, so ever since the update, the range is not as good with my controller from one village, the military village. In the other village, the county village by the kayak store, it was amazing. So, I'm hoping by plugging it in next to the parent router we can expand that range so that we can get as good a signal up here as we are in the county village. [silence]
17:00
Speaker 2
like yeah, about two or three feet apart from each other. And make sure they're both plugged in directly to the wall outlet if you can make it.
17:00
Speaker 1
They are they were solid blue for a second and then they're blinking blue. I'll go back and I'll go back and check them. Oh, go ahead.
18:00
Speaker 2
It can. And what is the light indicator or what are the light indicator of the child nodes? There we go. Now, can I just press OK? Since you moved the
18:00
Speaker 1
Okay. I'm gonna go back and try it. Once again, I'm gonna lose service. Hold on.
19:00
Speaker 2
two child nodes in same room with the parent that are about two to three feet apart. So let's proceed to reset them. Press and hold the reset button each of the child node for let's just say 10 seconds but this time we need to observe the light indicator. Make sure that the light blink red, goes off and turns to solid blue. So, when it turns to solid blue, that's the time but you're gonna release the reset button. each of the node.
19:00
Speaker 1
[silence] Hello. They are now solid blue. [silence] They are solid blue now. [silence] Solid red. Okay. [silence] Let me go back and see where they're at.
21:00
Speaker 2
Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: Yes. Yeah, I can hear you. Speaker 2: So let's just wait for both nodes to turn solid red, indicating that they are ready for setup. Yes. Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: (inaudible) Speaker 2: (inaudible) Speaker 1: (inaudible) Speaker 1: (inaudible) (inaudible)
21:00
Speaker 1
[silence] [silence] Hello. [silence] [silence] They are both solid red. [silence] Okay. [silence] Yeah, okay. I've tried this before. All right. I'll go do it.
22:00
Speaker 2
[silence] Yes. Okay, now go to the Parent Router. Press release the reset button five times within five seconds. Not too slow, not too fast. So, press release the reset button five times within five seconds.
22:00
Speaker 1
The screen is flashing yellow. Are you there? Let me go check. I'll go check.
23:00
Speaker 2
The two child nodes. Oh, are they start blinking? The child nodes. Sure. Are they start blinking?
23:00
Speaker 1
Yes, the child nodes are blinking red.
24:00
Speaker 2
So just keep on serving them for three up to five minutes, and let me know once they also turn to solid green. [silence]
24:00
Speaker 1
[silence] hell--ho. [silence] yes. [silence] they're solid red. [silence] yes. [silence] yes, yeah. [silence] this is the problem I've been having. [silence] Yep.
27:00
Speaker 2
Yes, Ansel, here. So what are the light indicator of your Linux child nodes? Both are solid red after we set up. Can we go back and then verify and check the light indicator again?
27:00
Speaker 1
Hello? Yes, they are solid red. The child nodes are solid red. The parent node is solid green. Yes.
28:00
Speaker 2
Yes, I'm still here. So how far, but you mentioned earlier that you were able to on go online and the parents node right. Okay and then how far the child nodes from each other and also from the parent's node? [silence]
28:00
Speaker 1
about 2 to, yeah, 2 to 3 ft. I I I can change them and get them closer. A little bit closer. I just have to. All right, I'll go and try that. Yes. Yeah. Okay. [silence]
29:00
Speaker 2
about two or three feet apart? It's okay. But earlier sure the child nodes blinked red and then turned to solid red or just steady red. Okay, can we try to power cycle the parent node and plug the power adapter and wait for ten seconds to plug the power back.
29:00
Speaker 1
Okay, I plugged it and plugged it back in. Do you want me to unplug the child? To children? Okay. Okay. Okay. [silence] Okay.
30:00
Speaker 2
okay so let's just wait for all the devices to put up no need just a parents node and let all the devices you to
30:00
Speaker 1
I have a solid green number, not blinking. It's red on the children. [silence]
31:00
Speaker 2
west transfer station to remind you we will soon to commence today's Botox demonstration. Okay, keep observing them for one minute if they will steady green. If they are steady green,
31:00
Speaker 1
No. Nope. No, now they went to red. Are you there? They went to red. I'll go back and observe some more.
33:00
Speaker 2
Proceed to relocate the child nodes if they are steady green. Keep on observing it. [silence]
33:00
Speaker 1
Yes, there's still solid red. Can you hear me? Okay. Press the reset button.
34:00
Speaker 2
so they're still solid read. Can you please hard reset the child mode, sir? Yes.
34:00
Speaker 1
OK, the red light is fading out. It goes light. solid blue. Continue to hold. Can you hear me? All right, I let go. trying the second. red ghost red. light blue blue letting go by the both blinking blue, I I have an
35:00
Speaker 2
Yeah do you have a laptop or a computer? Okay can we connect your iPad?
36:00
Speaker 1
Okay. Okay. Yeah, I'm on the parent node, and I'm on Safari. Alright, it's open.
37:00
Speaker 2
accuse, and open a browser, okay, then on the address bar, type 192.168.4.1 to go.
37:00
Speaker 1
192.1,68. Very slowly moving along. Yeah, I think I
38:00
Speaker 2
yes, the 1.1.168.Do you have Go? Oh. [silence]
38:00
Speaker 1
I, I, I, think, think, I, do. Yeah. I mean, I find. Let's see if I've got time. [silence] [silence] [silence] What was the number? 19. Okay.
39:00
Speaker 2
Currently it says Google Chrome, then make sure your iPad is connected to the main node network. Then open a browser such as Google, then in the address bar type 192.168.1.1 [silence] Google, 192.168.1.1
39:00
Speaker 1
The internet connection? Eh. Nothing. Let's go back to the internet connection. What I did yesterday was on the Linksys app, I set up a and a network, which I think is the parent router, but
40:00
Speaker 2
Director of Research.
40:00
Speaker 1
How do I. Let's see. got Wi-Fi address. Is there a way. I can confirm on this Wi-Fi network that it is the parent router and not the Xfinity modem. What do you think? Yeah. This is indicating it's connected. Can't get to that. Okay.
41:00
Speaker 2
Did you create your own Wi-Fi name and password for your Linksys network? You can then use that for you to be able to know if it is your Linksys network. and you can also try to reset and reconfigure your Linksys router, sir. Kindly reset also the parent node and let's start from the beginning to set up your Linksys mesh stem.
41:00
Speaker 1
The first step is unplug it. Press and hold the reset. Okay. Beeping red, red blink. Solid blue, letting go. Are you there? Okay. Beeping red, red blink. Solid blue, letting go. Are you there? Okay. Solid blue, letting go. Are you there? Okay. Solid blue, letting go. Are you there?
42:00
Speaker 2
reset, press and hold
42:00
Speaker 1
Blinking blue. Blinking blue. okay
43:00
Speaker 2
though, is the light indicator of the main router, Let's just wait for the main router to turn solid red. Or And
43:00
Speaker 1
Okay, it just turned solid. Okay.
44:00
Speaker 2
Okay, now press and release the reset button of the parent node five times within five seconds to set up your linksys mesh system.
44:00
Speaker 1
uh, no, the children are solid red, and the parent just turned solid green. No. I didn't push the red, set on them. Was I supposed to put the reset on them too? Yeah, something's just not right.
46:00
Speaker 2
and all the devices are blinking. none of the child mode are blinking. no, it's not. let's just try to swap the notes. let's make one of the child mode as a new parent mode.
46:00
Speaker 1
Okay. Just swap out the Ethernet. All right. Two zero J one zero C six eight seven four three three four three. Yeah so swap out the ethernet cables?
47:00
Speaker 2
Okay, let's swap the node. Uh, grab one of the child node to set up as a new parent node and provide a serial number. Okay. Now, reset the original parent node, sir. Let's make that one as child node. Yes Make sure that the new parent node is connected to the modem using an ethernet cable. [silence] And let me know once they are all solid red after you reset the original parent node.
47:00
Speaker 1
Yeah, I'm having trouble getting the Ethernet cables in. Stay with me. Alright, I got one. I got one that. Okay. I got the ethernet cables in. It's solid red. Reset the original pet. Um, okay. Okay. They are. All right, weekend.
49:00
Speaker 2
No. reset the original parent node, so that we can set up it as a child node, yeah, so make sure the three nodes are about two or three feet away from each other then plugged directly to the main outlet.
49:00
Speaker 1
[silence] [silence] [silence] and the new parent. It's solid red. [silence] [silence] There is something else. [silence] child node. And it is a blinking red. [silence] The new new parent. And other child are blinking red. [silence] Original parent is solid blue.
50:00
Speaker 2
Now reset. Make sure they are all solid red. they just plug in them [silence]
50:00
Speaker 1
yes yeah I just plugged it it's blinking red yes pressing holes pressing holes what go back pressing holes what okay it's clearing yes [silence]
51:00
Speaker 2
co, the new parent note, she's blinking, red. whether just plugging her right? How about the other Childnail, Just plug it in, That's what, skip them blinking, red. Okay, press and hold the, sir, and then describe the light indicator, make sure the light, Yeah, blink, red, ghost of the Yeah. The reset button of the Childnail, press and hold the reset button of the Childnail, Let's keep blinking red.
51:00
Speaker 1
Flipping red. Pink and red. Blue. Okay. That child is blue. Solid blue. The new parent is solid red. The original parent now child is also solid red. Okay. Okay.
52:00
Speaker 2
(guitar music) ¶ let's just wait for this one, the last one, to turn solid red.
52:00
Speaker 1
Okay, they're all solid red now. Okay, hit crested five times. Now going to solid green,
54:00
Speaker 2
Okay, now press release the reset button of the parent node five times within five seconds to set up your Linksys Mesh system. Yeah. So the parent that is not blinking.
54:00
Speaker 1
. Um, now it's, now it's, now it's blinking red. After I press them five tons. Now it's flinking. All right, now it's blinking, now it's, now it's blinking red.
55:00
Speaker 2
linking? But when you pressed release the reset button of the new parent node earlier, sir. What is the light indicator? Okay, just keep observing them for, okay, keep observing them for three to five minutes, and let me know once the other two nodes are start blinking. The two child modes are not linking, is just steady red.
55:00
Speaker 1
So green... now it's solid red. This is solid red for all three. We'll say [silence] Uh, there's two ethernet cables in it. Uh, let's see. One comes directly from the modem. The other comes directly from a Linksys switch. Okay, I'll unplug the switch from
57:00
Speaker 2
kindly transfer the ethernet cable sir to the other port of the parent node [silence] [silence] for the meantime, unplug the Linksys switch because we're trying to set up your Linksys devices. [silence] and make sure the parent node is connected directly to the modem. There's no devices in between.
58:00
Speaker 1
no there's no, there's no devices in between, I just good. They're both, both of the Ethernet cables are yellow. So I'm just gotta figure out which one to switch, so I can unconnect, disconnect the switch. And they're tangled up. damn it. and.
59:00
Speaker 2
Is there a device in between that with a modem and a parent node? [ silence ]
59:00
Speaker 1
Okay. Blinking red on the, on the new. Oh, I forgot, I forgot to do that. Hold on.
60:00
Speaker 2
Okay, so when you transfer the ethernet cable to the other port, will the parents know the light blink red?
60:00
Speaker 1
Okay. All right, I just got it connected. It's kind of awkward close. It is now blinking red. Okay. All green. Back to red. Solid. Steady red.
62:00
Speaker 2
Keep on observing it. Blinking! Solid green to solid red and just steady red. Okay, now kindly power cycle the modem and the parent node. unplug. the power adapter both device, modem and the parent. yeah. So power cycle the modem and a new parent node.
62:00
Speaker 1
Let check if I have any internet access. All right. The Wi-Fi is not connected now.
64:00
Speaker 2
Okay, now connect the router, the links parent node first, then the modem. Yeah, because we power cycled the modem
64:00
Speaker 1
Yeah. Yeah. Yeah. Not the others? Oh, okay. All right. Hold on. Knock that unplug em all. All right. New pair is back on. No mortgage.
65:00
Speaker 2
[silence] them and the parent node, right? Both are unplugged. So proceed to plug the power back of the parent node. Just the parent node. We need to focus with the parent node first. We need to set up this one. So, plug the parent node from Linksys. And the modem.
65:00
Speaker 1
[silence] There it is. [silence] All right. The modem's powering up. Done. you reading red. The Moment is blinking green. It's not on. yet. [silence]
66:00
Speaker 2
So what is the light indicator of the child nodes now? Oh sorry, of the parents' nodes?
67:00
Speaker 1
All right. THE modem is now on. THE parent node is still blinking red. Now just turn solid green. Solid red?
68:00
Speaker 2
it's still solid red. Okay, can we transfer the ethernet cable back to the other port of the main router? [silence]
69:00
Speaker 1
, ok? just got it. solid red. [silence]
70:00
Speaker 2
Let's check if the wi-fi name of this router is broadcasting. Connect your laptop the web. [silence]
70:00
Speaker 1
Okay. Uh, not showing up. yeah, I see that. Valentine set up D C D to C, that wasn't the one I named it, but I see that network on my list. So it says yeah. So it's velup underscore velup setup D to C. That one.
71:00
Speaker 2
Wi-Fi name and password on the bottom of the new parent node your Wi-Fi name starts with underscore VELLOP setup is that the Wi-Fi name of the new parent node underneath? [silence] Yeah, because all your child schedule broadcasting its own Wi-Fi name because they are not set up. Let's try look underneath of the parent node the very productшо.
71:00
Speaker 1
I need a password. I have no idea what password. Uh, okay.
72:00
Speaker 2
to your computer to that. [silence] On the bottom all the credentials that you need are all labeled on the sticker underneath of the parent node [silence].
72:00
Speaker 1
Can you write down this password for me? Are you there? No, not yet. I mean, I have to hold up the password and get the light. Yeah, I'm writing down the password. CF. M. D.
73:00
Speaker 2
Yeah, is your computer is now connected to the parent node?
73:00
Speaker 1
Do you have an N... N K... CFM... I... D... C... U... and... and... uh... Kay. All right. it says joining yes unable to join yeah just try it again n no no try to try Sorry.
74:00
Speaker 2
are you connected now and the light indicator of the parents now is still solid red double check double check if this your correct Wi Fi name and password [silence]
75:00
Speaker 1
Am I? The final Mnk. Hm-M-N-K. Like what you like. Let's try it one more time. [silence]
76:00
Speaker 2
are you connected with your link sys net direct now hello are you still there if no one is reporting in other lines i will forcefully in this go for conversations
78:00