V2 Rubric Detail — ab54738c-65f2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 00:07
Duration
62m 28s
Contact
Xavier Balverde
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133181
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet 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

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+25.9)

V2 Grader Summary

The agent successfully restored internet connectivity on an out-of-warranty WHW03 mesh system through paid support, performing resets, 5-press pairing, and Wi-Fi reconfiguration. However, the agent provided materially incorrect technical guidance on reset duration and post-reset LED behavior, warranting a Not Met on T3. All other indicators were met or partially met, with no escalation required.

V1 Case Analysis

Customer reported red-lit mesh nodes and no internet. Performed resets on child nodes (incorrect 25s hold), attempted invalid 5-press pairing on parent, accessed http://myrouter.local, changed SSIDs/passwords, confirmed internet restored.

Troubleshooting Steps
  • Instructed customer to reset each child node (press reset button for ~25 seconds).
  • Attempted 5-press pairing on the parent node (invalid for WHW03).
  • Accessed router admin page via http://myrouter.local.
  • Changed SSID names and passwords for 2.4 GHz and 5 GHz bands.
  • Confirmed internet connectivity on laptop.
Key Observations
  • Agent used 5-press pairing method on WHW03, which is not supported (should use Pair button); this is a serious accuracy failure.
  • Agent instructed 25-second reset hold, but correct duration is 10–15 seconds for WHW03.
  • Agent incorrectly stated default admin password is 'admin' — not valid for WHW03; this is a materially wrong technical claim.
  • Call was inefficient with long silences, repeated instructions, and failure to control troubleshooting flow.
  • Despite multiple technical errors, agent eventually accessed local admin page and restored connectivity through SSID/password reconfiguration.
Positive Highlights
  • Eventually restored internet connectivity and got all nodes to solid blue state (confirmed by [29:00] and [58:00]).
  • Successfully guided customer to access http://myrouter.local and reconfigure Wi-Fi settings (at [50:00] and [53:00]).
  • Explained tri-band separation and advised on device compatibility (at [59:00]–[61:00]), adding educational value.
  • Maintained call control after initial confusion and brought the call to operational closure.
Agent Errors / Gaps
  • Incorrect default admin password information (stated 'admin' at [51:00], which is not correct for WHW03).
  • Wrong pairing method for WHW03 (used 5-press at [25:00], which is not applicable; should use Pair button).
  • Reset button hold time of 25 seconds is inaccurate; correct is 10–15 seconds (instructed at [21:00]).
  • Failure to collect or confirm model/serial details cleanly before proceeding (agent misheard serial as 206089031251 at [02:00]).
  • Did not verify customer had access to admin interface before initiating complex steps.
  • Provided no self-help resources (KB articles, videos) after paid support was accepted, despite opportunity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed all nodes were solid blue and stated, 'your internet is actually now working,' and the customer accepted the resolution without further issues.
R2 Met Diagnostic thoroughness conf 96%
Agent guided the customer through factory resets, 5-press pairing, local web interface login, and Wi-Fi reconfiguration — all relevant and logically sequenced steps that advanced resolution.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WHW03 as out-of-warranty, offered paid support, and proceeded with full troubleshooting instead of dismissing the case, aligning with OOW best-effort standards.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent systematically assessed LED status, cable connections, device availability, and network visibility, leading to a logical sequence of resets and reconfiguration to restore connectivity.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately used the reset button, 5-press method, Linksys app, and local web interface (myrouter.local) — all correct tools for the scenario and applied at valid stages.
T3 Not Met No misinformation conf 85%
Agent instructed a 25-second reset (KB: 10–20 seconds) and incorrectly claimed nodes would show solid purple after reset — WHW03 shows solid purple only in setup mode, not post-reset; this is a materially incorrect instruction affecting customer understanding.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout, set expectations (e.g., stopping recording, wait times), and managed transitions smoothly despite technical hurdles.
C2 Partially Met Confirmed understanding conf 78%
Agent used consistent terminology but failed to correct misleading LED descriptions, and did not simplify explanations when the customer showed confusion about network names and passwords.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end: processed payment, performed all troubleshooting, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 92%
Agent provided clear next steps (reset nodes, perform 5-press, reconnect devices) and realistic timelines (e.g., '3 to 4 minutes' for pairing).
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was fully resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but offered minimal empathy regarding the customer’s frustration over paying for support on an older device; no acknowledgment of repeated effort or inconvenience.
X2 Partially Met Tone & rapport conf 76%
Agent maintained a steady pace but did not adjust tone or complexity when the customer struggled with app navigation and browser warnings, missing opportunities to reassure or simplify.
X3 Partially Met Overall experience conf 82%
Agent required the customer to take a photo of the label and repeat reset steps multiple times; could have minimized effort by guiding directly to known defaults or using simpler verification.
Call Transcript102 turns · 108 lines
Speaker 1
The I don't have internet right now. I've checked the modem. As a matter of fact, I'm calling you via voice over internet.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] software schedule [silence] Thank you for calling Linksys. This is Ebby. How can I help you?
00:00
Speaker 1
I have a Linksys mesh system. I've had it for a while. uh, so, but, uh, I'm just, I just got a steady light, blue light on my, uh, my tower. Yep, I'm getting it right now. Let's see. The serial, oh geez. Serial number is two zero. Oh boy. J I'm sorry. Let me see if I can get a magnifying glass. Sorry about that. Yeah, zoom. I'm gonna do that right now.
01:00
Speaker 2
Okay.
01:00
Speaker 1
Okay, let's start from the beginning. The serial number is 20J, 20608903161. Correct. And do you need the model number? 4 Nodes. That's correct. I'm standing next to the main node that's hard wired into the service. Sorry. [silence]
02:00
Speaker 2
Yes. Yes. Okay. 6089031251. Okay. Yes. So it's alright. It. It's WHW03. And how many nodes you have in total, sir? So all the notes are not working. So even the
02:00
Speaker 1
it's it's on um it uh has a light blue actually it's more of a yeah light blue so you know I've disconnected it the ethernet cable I've re-powered it you know the the very dark blue light comes on trying to connect and all that but uh I still keep getting the light blue um the other notes are all red yes um yeah my name is Xavier uh do you need me to spell anything my last name is Val Verdi
03:00
Speaker 2
even the main node is not working. Okay. What about the other nodes? They're all red. Okay. Yeah, it could be that the parent node right now just is not communicating properly with your Internet provider with the modem, so there's a need for us to check on your router settings. Now, before we proceed, let me just create a record. Can I have your name? Xavier. Xavier is your first name. How about your last name? [silence]
03:00
Speaker 1
Yes. L, I, L, X, S, at AOL.com. L for Larry, I for India, L for Lima, X for X-ray. Correct? Spectrum. Correct. I'm standing next to the parent node. uh like in years. it's been uh it's been years. oh geez I've been living here since [silence]
04:00
Speaker 2
offwardy, okay. And your email address, sir? That is again l4 arye,M I. For l'treme Alabama xix-ray that a.owl.com. Okay.And who is your internet provider? So your modem is, uh, connected to the link, says to the parent node, correct? Hm. OK. how long have they been using this device? Like how many years there. Can you still record.
04:00
Speaker 1
Since 2000, I'm, I'm purely guessing right now, maybe, maybe six years, maybe more.
05:00
Speaker 2
Okay. All right. Because upon checking here our system, based on the serial number, sir, it shows up that your device, WHW003, is already out of warranty. Okay. The warranty period already expired. Now, the free technical support for this device is no longer covered, Mr. Balverda. So what we can offer, we do have two options for that, okay? So either you go for our online site, which is support. Linksys.com. You can find their articles on how to reconfigure the parent node, same goes with the child node. You can also take advantage of our AI tool at the bottom right. And I can also send you an email, the Wi-Fi Fix. There are instructional videos, helpful and straight
05:00
Speaker 1
um yeah I you know I'm willing to pay there's no guarantee that you're going to be able to fix it
06:00
Speaker 2
Functional videos that will set up, that will help you set up your mesh router. And the second option, uh, for uh, Xavier is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] This is just a one time payment of $[REDACTED_PAYMENT_DIGITS], and it will last for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. And the service is non-refundable. So, I would be able to walk you through the process, but there's a fee for the service. Okay, and that would be $[REDACTED_PAYMENT_DIGITS] So, how would you like us to proceed? Well, there's no guarantee especially that your device is uh, kinda old. It's one of our end of life. Hold on, let me just check if this is one of our end of life routers, just to, just to make sure. [silence]
06:00
Speaker 1
yeah, yeah, I mean, I'll try the $[REDACTED_PAYMENT_DIGITS] I'm assuming you're going to need a credit card, right? okay. all right. well, I mean, I got to walk with him. [silence] sorry, I'm in a big house [silence] okay. perfect. That's what I need to.
07:00
Speaker 2
Yes, it's one of our end-of-life routers. But as long as the device is still powering up, the hardware is still working. We can still have this configured. So, yes, we need to process the transaction first. So just give me one minute, so I can process this first. You may get ready of your credit card information, sir. So I'm just gonna.
07:00
Speaker 1
Yeah, I'm listening. Yeah, you said you're going to stop the recording. It's a visa. Visa. Xavier. F as in Frank Val, V as in Victor E as in Edward R as in Robert D as in David E as in Edward. I'll spell it for you. I'll spell it for you. It's V-E-R-D-E.
08:00
Speaker 2
[KEEP_UNCERTAIN] Okay, you ready? Okay, hold on, sir. For your security, I'm going to stop the recording. Okay? So, I'll do that now. Hello, sir. Can you hear me? Yeah. Okay. So, what type of credit card, yes. So, what type of credit card are we going to use? It's going to be Visa, okay? And what is the name that appears on the card? Okay, your last name, that's B as in boy, A-L-V-E-R-D-E.
08:00
Speaker 1
Hold on to my last name, it should be under V. V for Victor, E, R, D for Delta, E, underscore L, E. My first name is Xavier. X-A-V, Victor, I, E-R. Vict-42-770-829-06-529-720-606-28- 446-7-778-374
09:00
Speaker 2
Okay. Okay. Okay. Okay. All right, and your card number, sir? the expiration? What about the security code? Okay, can I also have your zip code please? Okay, so let me process this first OK. copy of the receipt will be sent to your email. And again, your email address is L for Lima, I for India, L for Lima, x for X-ray at AOL.com, correct? OK. all right, sir. So, I'm going to resume the recording now so we can start our troubleshooting. All right, can you hear me? OK. all right, sir. So, now, let me verify your cable connection. Do you have the m
09:00
Speaker 1
to the first port. uh, let's see. um, if you mean by first like one on the left. yes. Okay, yes, it is connected. Okay, it is connected. Yeah, that's the one that's connected to the modem. I do not. I do not. I do not. Um, [silence]
11:00
Speaker 2
Modem connected to the parent node. Is it connected to the first port? Yes. Is it the first port is actually the one on top of the reset on top of the reset button? Okay. Do you have any computer available right now? Um any uh, what about a tablet? Uh you don't have any wireless devices that we can use in order for us to have this configured? Sir Xavier.
11:00
Speaker 1
I have my phone. Yes. Okay. Yeah, it wasn't before. Hold on and it's not now. Okay, I'll check. I am not. Oh, I'm seeing uh so, I'm seeing vellop setup 936 which is not the same name as my uh what I had named my uh my router. When you
12:00
Speaker 2
Wireless phone. Okay. Yeah, because we need to have a wireless device. Okay? So, your wireless phone is it still connected to your network? Like, if you go to Wi-Fi, can you still see your network? Can we, are you able to see your network there?
12:00
Speaker 1
I, I, I don't think so. I, I, I did shut off the, the turned on and off the power button. the Wi-Fi I'm going to need a minute and a half for that, okay?
13:00
Speaker 2
Oh, yeah, of course. I'm just the service go there just to press the setup button in the back. For example, I get I get really just press the setup button myself. Okay, uh, you say that. by I'm going to bring all the nodes. Yes, you say that. And bring it five to six feet away from the perimeter. Yes, just in the perimeter. In the perimeter. Got it? So.
13:00
Speaker 1
call the nose of me, do you need me to call the nose of me? If you need me to call them in, okay of the Wi-Fi settings. okay gotcha. okay have a picture. [silence]
16:00
Speaker 2
Sir, Savior. Can we go to the parent node and please take a picture at the bottom, you would be able to see there a sticker with the Wi-Fi settings. So kindly take a photo of those, of the settings. Okay, that's done. Okay, now if you go to the Wi-Fi settings on your phone, can you see the Wi-Fi name underneath the parent node? What is the name that shows up on the parent node underneath that?
17:00
Speaker 1
Oh, yes, that's what I mentioned before, it shows up as, oh, wait a minute. Okay. Yeah, the Velops setup is showing up as so is my old password. I mean, no, my old setting. Nine three six. Yes. That, I'm sorry. I'm reading it off my phone. So on my phone, it says underscore Velops setup nine three six.
18:00
Speaker 2
Yeah. uh what what is the name that shows up underneath the uh parent notebook? uh underscore setup 936. So can you see that on your phone, if you go to Wi-F? King. So for now, I'm just looking on my uh on my device. Wi-F. Network. So when you uh, if I want to uh connect to that one, do I just uh? Camera app.
18:00
Speaker 1
it, uh, it, it didn't even ask me for a password, already connected to it. Yes. Yes, it does. [silence] I do. Yes. [silence]
19:00
Speaker 2
Develop 936. Okay. Can we select that name sir? And then connect to it. It's going to ask for the Wi-Fi password. So, that's the one underneath the parent node. Okay. [silence] Oh, it's connected to it automatically. Does it have a check mark now? Okay. Now, from your phone, do you have the Linksys app installed? Okay. Can we uh can we open up the Linksys app? Close it first Sir and reopen it.
19:00
Speaker 1
the app close it okay I'm reopening it okay so I'm agreeing to the terms and conditions Yes, here I am. I can hear you.
20:00
Speaker 2
Open. If it's already open, uh, please close it first. Yeah. [silence] Okay. So yeah, before you run that, um, right now, you have the solid blue light on the parent node, right? Is it solid blue? Hello. Hello, Sursevir? Hello, can you hear me? Yeah, okay. All right, can you see
20:00
Speaker 1
It looks the same. There's a light blue color on, so it looks the same color that was on before. Those are all, let's see. One is solid red and the other two are blinking red. Okay. On all three,
21:00
Speaker 2
Okay. Okay. We'll just have to perform a reset on all of your child nodes, sir. Okay. So to do that, can we press the reset button for 25 seconds? Okay? So you can do it, yes, you can do it one at a time. So just press and hold the reset button for 25 seconds. And by the way, you would be able to tell if the reset button is properly by the blue flashing light. So you may restart performing this procedure to each of the child nodes. mean if if it's properly reset once you see the power I mean the the light indicator on top um turns off and you should see a blue light in there so just uh keep pressing that for 25 seconds [silence]
21:00
Speaker 1
The first one, Ie said right now, is on solid red. Solid solid red. The second one just turned solid red and the third one is on a dark blue. That's blinking dark blue, slowly blinking.
24:00
Speaker 2
okay so we'll wait for all the lights to turn solid sir okay it should be solid purple once you i mean after the reset you should see their solid purple light solid what color sir solid red okay the others are still blinking okay just let me know once the the light
24:00
Speaker 1
Okay. Okay, Yeah, the last one just turned solid red. So all three are solid red. Five times. Mm-hmm. Gotcha. Yep. Okay, I'll do that right now. Five times. [silence]
25:00
Speaker 2
Lights are now solid, so we can perform a five press on the parent node. Okay, they're all solid now. Okay. Now, can we go to the parent node? And we'll perform a five press like Sir Savor. We need to press the reset button five times just press it once, five times. Do not press and hold it, okay? Just press it one. Now, yeah, it's like press, release, press, release. You do it five times.
25:00
Speaker 1
Well.
26:00
Speaker 2
OK, so that is done, right on the parent node. OK now, uh, Do you see any changes on the light on the parent node, same goes for the child nodes? Mhm. Yes, it's actually getting, I mean, it's, it's trying to pair with the parent node. So, it will take some time to establish a connection, sir. So, we're just going to wait for that, okay? It may take three to four minutes. [silence]
26:00
Speaker 1
Yeah, one of the child notes just turned solid blue. Yeah the other [silence]
28:00
Speaker 2
Any progress on one of the child nodes? Okay. One of the child nodes now, solid blue. Now. So the two, other nodes are still blinking, right?
28:00
Speaker 1
The tow of them are still blinking red. Okay, two of them are now a solid blue. Okay, so all three are a solid blue.
29:00
Speaker 2
Okay. All right. Good. All right. Very good. So all three are now solid blue.
29:00
Speaker 1
actually i'm sorry what okay one of them just turned dark blue but then went actually now two of them are dark blue blinking one of them just went back to the solid okay now they're all back to the light and blue solid light blue yes yes let me check yes I am that links this up okay okay it's open actually the
30:00
Speaker 2
So can we go to your... Okay. All of them, right. All of the nodes. Okay. All right, so now, sir, can we go to your phone? All right. Are you still connected to the VALP setup 936? Okay. So, can we open up the app? Okay. Now, let me know what are the options. So you see the dashboard or what do you have there?
30:00
Speaker 1
It says, connect the router to your modem or source of internet. And then, at the bottom, it gives me the option to click on, it's connected. Do you want me to shut it off and turn it on again? Okay. Okay, it says, it's asking me, are you ready to complete setup? Okay. Okay, connect to the router to your modem or source of internet. And then, should I click on, it's connected? Plug in additional nodes into the power near the router. Should I click, next? Okay. Okay, make sure everything has finished. [silence] finish.
31:00
Speaker 2
Okay. Yes. Can we close it? Totally close it, and reopen it. Yes. Mm-Hmm. Just click next. Mm-Hmm. Yes, 'cause it's already connected. Mm. Just click next. Yes. Mm.
31:00
Speaker 1
Starting up, node lights are solid. Actually, one of the now, well, one of them just start blinking dark. Okay, now it's back to solid light. Okay, so all of them are solid lights. Okay. So I clicked on that. Okay, checking the internet. Connected. Uh, it says asking me to use the same Wi-Fi settings as my previous, uh, but the name of my service was Valverti Linksys. So I'm gonna click yes. Correct? Uh, yeah. Sure. Okay. Okay. Create a new set. Okay. Uh, so let me create a new name, then. Uh. [silence]
32:00
Speaker 2
Mhm. That's done. Mhm. Okay? So we'll tie the, we'll do it directly. Okay. Could, we could just create a new one. It's, it's, Since we've done this before, prefer not to copy your old settings. So let's just create a new one. [silence]
32:00
Speaker 1
telling me to reset the the mode for 10 seconds. it says this will erase all settings permanently. That's the only option I've done that's given me. It says reset your mm reset sorry, reset your mode. Press and hold the reset button for 10 seconds. This will erase all settings permanently. And then it says uh give me the option to click I've done this. Okay. Okay, connect the router to your modem or source of internet. Uh, and then it's given me the option to click it's connected.
34:00
Speaker 2
What are the other options? Can you select I've done this? By the way, when you log into [silence]
34:00
Speaker 1
I'm assuming I am yes sure.
35:00
Speaker 2
the linkse, apps, Sir, are, are you using your account, the linkse, smart Wi-Fi account, [silence] Can we go to account, please, can we go to account, please because actually just to set your expectations sir that the, the linksys smart remote, uh, the linksys smart Wi-Fi remote access website has been discontinued, so we may not, we may have some issues with, uh, with your, your smart Wi-Fi account, okay. We may not be able to properly set this up with the use of your smart Wi-Fi, so we'll just have to, um, access, your road, your router settings locally. So, uh, if you go to the, um, are you able to go back? Can you go back? Can you close the app and reopen it? Let's check if you have an option there for you to access it locally.
35:00
Speaker 1
Okay. So. So it's asking me ready to complete setup and I have the option to either complete setup or I don't want to continue set up. Okay. And then it says quit setup. So click on quit setup. it's it's either complete setup or quit setup. Quit setup. Okay, I just did that. [silence]
36:00
Speaker 2
just or is there an option for you to sign out from your account? Can we select, I don't want to continue set-up? No other option. Uh, quit. set up? Uh, yeah. Can we select on quit set up? What are the options?
36:00
Speaker 1
I'm just looking at a blank screen with Linksys in black letters. Mm-hmm. And what website would you like me to go to? H, T, T, P. [silence] I just have Safari. Yeah. Mm-hmm. [silence]
37:00
Speaker 2
Can we try to uninstall the appster and reinstall it?
37:00
Speaker 1
I am... I do... No, basically I have I need to... I need to type in something, it says search or enter a website. I'm no... [silence]
38:00
Speaker 2
Are you using an iPhone, sir? Okay. On your Safari, do you see their um, AA thing on the AA icon on the left of your address bar? All right. But do you see the uh that AA icon on the left of the address bar okay all right uh let's just type this uh this link on the address bar. That would be H.T.T.P. colon colon .
38:00
Speaker 1
uh, let's see. Basically, it says, uh, why am I getting a warning when I try to access my router settings in a browser?
39:00
Speaker 2
my router dot local and once you press it sir do you see the aa icon on the left top left right beside the right beside the address bar yeah okay we're we're actually getting
39:00
Speaker 1
Do you see that day on the 8th? Top left. I do not. I'm not showing any address. I don't show an address at the top of my phone. Correct.
40:00
Speaker 2
So you're on the right page, but do you see the icon at the top left beside the address?
40:00
Speaker 1
I'm scrolling down the only thing it gives me uh, is giving me uh the option to click on continue that's it. Okay, I'm clicking continue. This connection is not private. Uh that's okay. Okay, so okay, I'm trying to here. I'll try again continue. It's telling me to go back to the previous page.
41:00
Speaker 2
My router.local. Do you see the advanced? Continue. Yes. Just hit continue. Yeah that's okay. You can just proceed. Proceed. When you selected proceed it it does not ask for a router password or something.
41:00
Speaker 1
[silence]
42:00
Speaker 2
I'm sorry, what was it again? OK, yes, just uh proceed.
42:00
Speaker 1
It's trying to do something here. It's going, it's blinking between it, it's going between a dark. Yeah, it's going between a dark blue and light blue screen. The bottom still says my router, my router.local. Uh, it's, it's loading and then it goes and then it stops and then it loads again. It's just blinking. [silence] Yeah. [silence] right I should be able to do that on my own correct or no definitely yeah let me let me see if first I'm gonna close this let me see if I can borrow my my daughter's laptop let me I'll be right give me 30 seconds my mind okay
43:00
Speaker 2
... is we're trying to personalize the settings. We just need to change the settings because right now it's on default which is Devops set up 936. Yes. Uh but [silence] Well, I can walk you through the process to that, but uh it would be better if we use a laptop because the problem with phones. [silence] Okay. Sure, sure, sure. No problem. Take your time, sir. [silence]
44:00
Speaker 1
Okay, I have a laptop. All right, can you hear me? Okay, so I have a laptop. Yes, I'm not connected to the internet. Would you like me to connect to the network? Okay.
46:00
Speaker 2
yes I can hear you is the laptop ready okay good yes setup 936 kindly connect to that network okay
46:00
Speaker 1
Okay. This one is asking me for the password, so it's going to be the password on the node, correct? Main one. Okay. Hold on. Okay.
47:00
Speaker 2
Yes, on the main one, sir. Yes. I believe you took a picture of that on your phone, so you may just check the password from there. Alright, very good. So now, can we open Google chrome? Do you have Google chrome installed on the laptop? Okay, that's fine. Just open Microsoft edge. And then on the address bar,
47:00
Speaker 1
Okay. okay. So, I'm getting, the link says, what is linking OK.? Why am I getting a warning when I try to access my router settings? OK. OK, advanced. Continue to my router local? Okay. Okay.
50:00
Speaker 2
type in http://myrouter.local. [silence] Yes, just click Advance and then continue. [silence] Yes, sir, that is correct.
50:00
Speaker 1
Okay. It's asking me to sign in with a router password. Okay, and click sign in. Okay. Okay. Hey, dad. I'm looking at smart wifi tools and a bunch of a lot of options. Click on which one?
51:00
Speaker 2
Okay. Yes, by default, sir, the password is admin, A-D-M-I-N. Did it take it? Okay. All right, very good. Okay, so we're able to get there. Now, um, can we click on CA down at the bottom? C a if you scroll down, down at the bottom (2:11) right, sir, there (2:17) you should be (2:17) able (2:17) to see (2:17) CA administration. (2:18)
51:00
Speaker 1
I have privacy policy. I don't see I see privacy statement. Oh, OOKA or UKamina privacy policy. I do not. It's not there. Wi-Fi settings. Okay. I click on it. Okay, I'm looking at the page. Yes.
52:00
Speaker 2
Oh, it's a it's really small. Beside Privacy Policy, do you see there's a, yeah, beside that, do you see CA option or it's not there? [silence][sound of mouse clicks] Do not? Okay, that's all right. Just click on Wi-Fi [silence]<start_of_audio> [sound of mouse clicks] settings, it's on the left hand side. Oh, okay. And now do you see the 2.4 gigahertz band, the 5 gigahertz band, two 5 gigahertz band, right?[silence]
52:00
Speaker 1
I have, on which one I have one for at 2.4 and then the other two are for five. Okay. Okay. [silence]
53:00
Speaker 2
Yes. So kindly change the name, Yes, you may change the name for the Wi-Fi name for the 2.4 and the 5 GHz. So I would suggest you put in your name and then you put 2.4 at the end. So you can tell which one is the 2.4 and which one is the 5 GHz. And for the Wi-Fi password, you may use the same Wi-Fi password for each band.
53:00
Speaker 1
OK, I've changed all the, uh, Wi-Fi names. And passwords are still filled in. Do I need to? I'll leave it the way it is. Okay. OK. And you've updating your Wi-Fi settings? Uh, do you want to continue? Oh, wait a minute. So, these, OK. Yeah, I'm sorry. I, I guess I better change the passwords because I don't know these, these, these passwords.
54:00
Speaker 2
What about the Wi-Fi password? Yes. So do you want to change the password or you want to leave it that way? Okay. All right. So if you want, you can actually take a picture of the settings, sir. So you'll have a copy and you won't forget it. So after you take a picture, just click apply and then okay.
54:00
Speaker 1
These passwords. Oh, oh, okay, got you. Okay. Okay, understand. So click on yes for do you want to continue? Okay. Okay, your router is applying the changes. And it says to click okay. Okay. Yeah. Well, right now it's just going through a waiting thing.
55:00
Speaker 2
Well, that is the default password. You would be able to see the password underneath the parent node. That's the default password of your Wi-Fi setup. Yes. All right. So, we might get disconnected, sir, since we changed the Wi-Fi setting, so you really need to reconnect. If you go to Wi-Fi, check if you see your name now. The name that you just set up. [silence]
55:00
Speaker 1
It says, router not found. You are not connected to your router.And it says, it gives me the option to retry. And all three notes. Oh, I'm sorry, go ahead. I, um, yes, I see the, uh, the two different ones that I created. And now it's asking me to enter the password. So that'd be the the password that.
56:00
Speaker 2
Okay, uh, go to, yes, go to the Wi-Fi settings first, on your uh, on your laptop, go to the wireless icon and check if you see your network. [silence] Yes, you may connect to either of the 2.4 or 5 gigahertz. [silence] Mhm. So that is the password underneath.
56:00
Speaker 1
Okay, it says I'm connected. Should I click? Oh, wait. Okay, it's doing something now. Waiting. Okay, so what's next? [silence] I am
57:00
Speaker 2
Need the parent node. Yes, that's right. Okay, so are you connected now to the new network?
57:00
Speaker 1
Yes, they're all solid blue. Okay, and then what happens after that? So what happens after that? Right. Right. Okay. Okay, and then and then anything else? So I
58:00
Speaker 2
All right, very good. How about the child nodes? Are they all solid blue now? Okay, you may relocate your child node, sir. You may put them back to where it was before, because right now, we've already the the nodes are now configured and they're connected to the parent node. So would you like to? Yeah, I'm sorry. Yeah, just make sure that once you relocate the child nodes, make sure that the blue light, I mean the the LED indicator on top is blue, solid blue because that's the that indicates that it's still connected to the parent node. That's it. Um, your internet is actually now working. Yeah.
58:00
Speaker 1
so thank you I guess what I don't understand now is um um so I I you it. well no so I have two Wi-Fi names now right. the one you told me my name 2.4 and and then. [silence] okay so
59:00
Speaker 2
The Linksys app. Yes. Yes, because that is correct. We've separated the names, sir, because this actually is a tri-band. The reason why we've separated the names is because not all wireless devices are able to connect to the five gigahertz. Okay? You're just like Ring cameras. Some Ring cameras won't be able to connect to the five hertz. Even the the thermostat, all those wireless devices. So it, it will just connect to the 2.4. So we're, we're just separating the networks, um, to avoid those conflicts, to avoid those issues in the future.
59:00
Speaker 1
Uh, but now, so all of my devices, I guess, everything that's connected to the internet, I'm going to have to reset the password. [silence] Uh, well, all my TVs, uh, the thermost, the two thermostats, my alarm system, um, okay. That's I I wish I had asked you that before I changed all this. Um, okay. I guess I don't have a choice then. So, okay. Okay, so which one's the newer, uh, network?
60:00
Speaker 2
You'll have to reconnect. Would you like to check them all? How many wireless devices do you have? Yes, all you have to do, actually, is to re-enter the password, look for your network name, and then put in the password.
60:00
Speaker 1
It is the 2.4, right? or is it the 5? Okay. So if a TV for example, it may only want to connect to either one of the 2.4 or the 5, correct? Okay. Okay, all right, okay. Yeah, it's not too late for me to change the password on these, correct? Since I'm still on this admin screen. Okay, I'm going to do that right now then and so that, oh geez.
61:00
Speaker 2
Well, actually, this node, WHW03, sir, is the tri band. So it broadcasts three networks, the 2.4 and the 5 gigahertz. Yeah. So, yes, that is correct. For your for your for your smart TVs, we suggest you to connect to the 5 gigahertz network, gave. this gives you better connectivity. It it it gives you greater speed compared to the 2.4. Yeah. Yes, you can always go back to Wi-Fi settings. [silence]
61:00
Speaker 1
Okay, that's, I'd probably make it easier. Okay, um, I think that's all I need, thank you very much. No, that's it for now, thank you. Okay, thank you, okay, bye-bye.
62:00
Speaker 2
You're very welcome. So would there be anything else sir? Thank you for your time sir or savior. For more information, please visit our site, support.Linksys.com. This is Eeps again from Linksys, thank you for calling. You do have a great night sir. Take care. Bye bye.
62:00