V2 Rubric Detail — af0d63b6-6698-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:55
Duration
77m 3s
Contact
George Routhier
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133295
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall11.5% (-24.5)

V2 Grader Summary

The agent failed to resolve the issue, provided technically inaccurate guidance, and did not follow proper escalation or ownership protocols. Despite some diagnostic effort, the interaction was poorly controlled, high-effort for the customer, and ended without a solution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to restore Wi-Fi after reset; router stuck on red/pink LEDs, no internet. Agent attempted multiple resets (incorrect 5-press method), suggested ISP check and possible hardware replacement. No resolution achieved. Paid support processed.

Troubleshooting Steps
  • Collected serial and model numbers.
  • Guided customer through power-cycle of modem and router.
  • Instructed multiple factory resets (15-second hold, then 5-press method).
  • Checked LED colors and attempted to verify WAN link via admin UI.
  • Attempted MAC address cloning in router settings.
  • Attempted to promote a child node to parent role.
Key Observations
  • Agent applied the 5-press pairing method (intended for MX6200/MBE7000) to a WHW03V2, which does not support this procedure.
  • No successful internet connection was established despite multiple resets and configuration attempts.
  • Agent processed a $15 paid support fee without confirming warranty status or completing standard troubleshooting.
  • Agent failed to recognize that the WHW03 uses a simple 15-second reset, not 5-press recovery.
  • LED color descriptions were inconsistent with WHW03 documentation (e.g., 'magenta', 'pink', 'turquoise').
  • Agent escalated to hold and suggested ISP involvement after two routers failed to connect, indicating possible upstream or hardware issue.
Positive Highlights
  • Collected serial and model information from the customer at [02:00] and [59:00].
  • Attempted to power-cycle both modem and router at [19:00].
  • Successfully guided customer to access router admin UI via IP address despite SSL warning at [44:00]-[46:00].
  • Identified need to check WAN port status and firmware version at [47:00]-[49:00].
  • Attempted MAC address cloning as a potential fix for ISP authentication issue at [52:00].
  • Provided ticket number (133295) for future reference at [76:00].
  • Maintained calm tone and attempted to take control of chaotic environment despite customer distractions.
Agent Errors / Gaps
  • Incorrect reset procedure for WHW03 (5-press method is not applicable; only 15-second hold reset is valid).
  • Repeatedly instructed 5-press reset at [15:00], [32:00], [35:00], [58:00], [60:00] despite no success and model mismatch.
  • Confusing LED color descriptions (magenta, pink, turquoise) that do not align with WHW03 LED reference (should be solid blue for setup mode).
  • Failed to verify warranty status before processing $15 paid support transaction at [12:00].
  • Provided incorrect web UI access instruction: agent said '192.168.1.1' at [44:00], but WHW03 uses myrouter.local or linksyssmartwifi.com.
  • Did not confirm customer could access admin UI before proceeding with advanced steps.
  • Repeatedly changed instructions without confirming outcome, leading to looping and confusion.
  • Did not provide a clear, actionable next step beyond generic ISP contact or hardware replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored Wi-Fi functionality; call ended with customer deciding to buy a new router.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets, checked firmware, and accessed router UI, but troubleshooting lacked logical flow and failed to isolate cause.
R3 Not Met Correct resolution path conf 90%
Agent pushed paid service prematurely and suggested ISP fault without ruling out router issues, despite customer confirming ISP works via direct connection.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent collected model, serial, LED status, and firmware, but did not form a coherent diagnostic path or identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of remote tools, logs, or diagnostics; relied solely on verbal instructions despite complex failure.
T3 Not Met No misinformation conf 90%
Agent instructed 30-second reset (KB says 10–20 sec); misidentified LED colors; incorrectly implied firmware was up to date without checking KB compatibility.
Communication
C1 Not Met Clear & professional language conf 90%
Chaotic flow: early push to paid service, unexplained holds, poor transitions, and loss of control during customer confusion.
C2 Not Met Confirmed understanding conf 85%
Used technical terms like 'IPv4', 'MAC clone' without explanation; gave unclear instructions; did not confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Transferred ownership to paid service and ISP without exhausting troubleshooting; did not own the case to resolution.
O2 Not Met Proactive follow-through conf 85%
Final next step was 'call your ISP' with no timeline, owner, or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available to assess continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent mentioned L2 escalation but did not initiate it, despite two routers failing and no progress.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Offered brief apologies and acknowledged cooperation, but tone remained transactional and lacked genuine empathy.
X2 Not Met Tone & rapport conf 85%
Did not adapt to customer's confusion or pace; continued rigid procedural steps despite customer frustration.
X3 Not Met Overall experience conf 90%
Customer repeated info multiple times; performed numerous manual steps (resets, typing long URLs) that could have been streamlined.
Call Transcript118 turns · 130 lines
Speaker 1
How are you doing today, sir? Uh, not too bad. I just, uh, ran into some issues with my Linksys system. Um,
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, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hey, thank you for calling Linksys technical support. My name is Ali. How can I help you? Yeah, I'm actually good. Thank you so much for asking. How about you, sir? [silence]
00:00
Speaker 1
What happened was we have fiber to the home and what happened was, um, my wife ended up coming down, uh, and just unplugged it, plugged it back in. It didn't work. So she actually hit the reset button on the node. Um, which basically screwed everything up, but we found out that ants actually chewed through my fiber. So my fiber's fixed now. If I plug my computer directly into the ethernet cable, my internet works fine. The issue is, is that now I don't, like, when I click my Wi-Fi, it doesn't come up as my name and stuff anymore. It comes up as BLOP whatever. So I basically need you guys to walk me through step-by-step as if this was a new system I'm installing. That's correct. Okay. So you want let me see here. The serial number. So 20 J. 206 0a 8 13 8 8 2.
01:00
Speaker 2
So like everything bring back or everything has been reset it and instead of the Wi-Fi name that you set up what shows right now is the underscore b low set up okay okay sir before we proceed on the troubleshooting or any help that you need I just need to get the model number and the serial number of the main router that is connected directly to the internet source ah yes sir please okay I'll let me verify it back to you that is 20J [silence]
02:00
Speaker 1
yep yep nope zero nope nope so 206 0813882 that's all right yes it's right that's correct Uh no it's not um she's my wife has pressed this stupid reset button before and we had to go through the whole process again I have told her that we can never press that button ever it screws everything up Yes it's George Guthier R-O-U-T-H-Y-A-R-O-U-T-H-Y-A R-O-U-T-H-Y-A Yes It's George Guthier R-O-U-T-H-A-Y-E-R-O-U-T-H A.
03:00
Speaker 2
Okay. Thank you for the confirmation and by the way sir, is this your first time calling Linksys? Oh, okay. I see. Uh okay. Uh, sir, cause I was actually trying to pull up a new record using the serial number or might be the phone number that you're currently using right now, but unfortunately, I cannot pull up anything. But can I please have your first name, sir, and your last name? Okay. And your last name? Okay. And the zip code, please. Ehm. One, four, three. How do you spell? I'm so sorry sir. R, O, U.
04:00
Speaker 1
I R. It's ready, a R-O-U-T-I-E-R. J R at Gmail.com. Um, it is uh you wouldn't have heard of it but it's uh community fiber. Yeah. Oh, couple years, few years, like five or so I'd say. [silence]
05:00
Speaker 2
how long would you say, sir, that, um, by the way, who's your ISP? uh... community fiber. And how long would you say, sir, that you have this, um, routers? Mhm. Mhm. Okay, I see. Thank you so much for that one. So, uh, let me just do this.
06:00
Speaker 1
Yeah, they're both unplugged. I remember some of the steps anyways. No, like, everything worked perfectly fine. It was, it was the internet that went out. I just had them come replace it yesterday. So, I don't think there's any I don't think there's anything wrong with the routers. I don't think there's anything wrong with the routers. I just think it was my internet. [silence]
07:00
Speaker 2
yeah. yeah. yeah. yeah. sir. Mister. yes. sir. Mr. I'm sorry. oh. yeah. oh. yeah. yeah. there there warranty that I was actually talking about sir is not actually like um replacing the the device. No. It's not actually something like that. Because the the warranty sir of this routers is actually good for the technical support that you need. And if the router is considered as out of warranty so the the free technical support over the phone for those routers will no longer be available. However, we do have options here. okay. if the routers are out of warranty. So. The the first option here is you can visit the website of Linksys.
08:00
Speaker 1
That's fine, man. I'll just- I was gonna say, if you can- if you get me running, I'll pay you whatever. That's no problem. No, I- ugh.
09:00
Speaker 2
And that is support.linksys.com. There is an AI agent that can walk you through on how you can reset up everything. The second option is our paid connect service. To get a technician to stay over the phone and to help you reset up everything, you need to pay $15 now. That $15 will only last for an hour. And if we happen to just uh huh, and ah, yeah, yes of course, sir, but uh, here is the third option, sir. Like I can send you an email with all of the troubleshooting instruction that you need on how you can make this work, the WHW03.
09:00
Speaker 1
I need you on the phone, my man. [silence] It's just flushing the red.
10:00
Speaker 2
okay, let me just go ahead and I'll prepare my tools for this one, so that we can process the paid connect service, just give me one moment. So before we process the paid connect service sir, the one that you are seeing right now, like on top of the router, is it like really red, or is it something like maybe you can call magenta? It's maybe Well, okay. So yeah, Before we process the payments sir of the $15. Let me just transfer this.
10:00
Speaker 1
Sure. Yes, it is. four seven two four 09 10 1 9 1 4 5 7 7 6 expired 06 30. And the three digits on the back is 4 8 4. I get my money back if you can't get it working. yeah that's small whatever it's only 15 bucks no big deal
11:00
Speaker 2
[DOWNWEIGHT] I'll be receiving the I'm going with you know the transaction and okay. Will just import this one. Uh for this one sir this is actually a non-refundable process of $15. sir says because okay uh let me just then the copy of the receipt on your email. Okay there you go sir. So um sir can we do
12:00
Speaker 1
Okay. The light's off now. Do you want me to let it go? Okay. Uh to me it looks like a
13:00
Speaker 2
Do the reset again, sir, on the main router. So press and hold the reset button of that router for 15 seconds, sir, please. So the light coming from the router will slowly fade up until it turns off. And then once it turns off, it will light up again, changing to a different color. Okay. And then it will be in the configuration mode. Yes, sir, please. Let it go, sir. Okay. So what are we expecting? LED lights from the router should be solid purple or magenta color for at least 5 seconds, correct?
13:00
Speaker 1
Bluesh color, my man. Yeah, it's like I'm a little bit colorblind, but I believe it's blue. It's going slowly on and off blue. it's still blinking.
14:00
Speaker 2
Okay, on and off blue. Ah yeah, so let's wait for it to circus. It's still actually in the process. So just let me know if it's not blinking anymore, because it should be like on a solid status. Okay.
14:00
Speaker 1
okay now it's a solid magenta color okay yeah it's blinking and now it's like a yellowy orange
15:00
Speaker 2
Okay, now that's perfect. Okay. So, sir, let's press again the reset button of this main router, but this time will not gonna press and hold it. What we're going to do is to press release, press release or pressing the reset button for five times. Not too fast and not too slow. So, press that button. So, after you press it for five times, sir, that LED light should now start blinking again. So, yeah, let's just wait for it, sir.
15:00
Speaker 1
Okay. [silence] Okay, just stop blinking. Now it's solid magenta, or sorry, uh, like ocean blue. Oh, now it's been, it changed again.
16:00
Speaker 2
Okay. Yeah, that's perfect. Uh-huh.
16:00
Speaker 1
Okay. Okay. Now it's the solid, uh, the Bluish color. Now it went red and it's flashing.
17:00
Speaker 2
And let's wait for it because it will go back to the cyan blue color. Okay. Now, sir. Let's. Just give it some time. And, um, sir George, can you confirm to me, sir? Like the Ethernet cable that is running from the link, throughout the router to the internet source, the other end that should be [silence]
17:00
Speaker 1
yep. the other side. yep. Sorry, I had someone playing around with this the other day, trying to figure it out, so they moved it. Okay, now it's above the reset button. Okay. [silence]
18:00
Speaker 2
Moving to the other side, uh, button on the top. Now, we will just wait for this device to pick up internet. Now it's still, um, blinking.
18:00
Speaker 1
Yes. Yes, that's correct. Uh, like unplugged. The Lynxus? All right. Okay, it's unplugged. I guess I can.
19:00
Speaker 2
Or flashing and um like flashing red. Okay, um, sir, can we turn off the router for a moment and then turn it back on? Yeah. And I just easily unplug the power cord of this router. Oh, now, pal. Can you also turn off, sir, the main internet source? If you have a modem from community fiber, can you turn it off? Uh huh. Yeah. So, just easily turn it off as well. And then, um I'll just give you the go signal whenever we are ready to turn it back on.
19:00
Speaker 1
Okay. I'll like plug in my internet again. Then I can plug back in the modem.
20:00
Speaker 2
okay. Okay, sir. Can we now turn on the modem. Um, yes. plug in the internet again and then once the internet is is up then that is the uh, yes, the router then. [silence]
20:00
Speaker 1
Okay. It's going to be a second. One second the green light, and I'll let you know. okay. it is good
21:00
Speaker 2
linksys router okay thank you so much okay so now let's turn on the linksys router [silence]
21:00
Speaker 1
Okay. I have a solid blue light. Oh, no it. No problem.
22:00
Speaker 2
That reboot process will take for like about two to three minutes. So let's just wait for it.
22:00
Speaker 1
Looks like it's staying the uh, like ocean, the ocean kind of greenish color right now. Uh, I'd say it's been about 15 20 seconds like that. Okay.
23:00
Speaker 2
Okay. So, and it's been a few seconds already or like a minute already? If you have noticed. Okay. Um, sir, can you check the Wi-Fi name? That should be underscore velop setup. Uh, do you have an extra device of maybe we could use aside from
23:00
Speaker 1
uh yeah does that that makes a difference yeah i guess you and speaking already so click those develop setups 845 right okay so i'll put it in okay and
24:00
Speaker 2
not actually, but this is just act for your convenience and will, well, it's actually okay. You can just put me on speaker and then go to, uh, yeah, that's the one 845. Now, connect on that network. So, the password should be under the router, sir, if it's going to ask for a Wi-Fi password. Let me know once you're connected. Mhm. [silence] [silence]
24:00
Speaker 1
Okay, it says checking the quality of your internet connection. The, uh, thinking of it says internet may not be available. If you want to connect to this network without internet access, you can only connect only, uh, so always connect. Yep. Okay, so it says, uh, it says connected without internet.
25:00
Speaker 2
Yeah, always connect. So, um, are you uh, I'm, I'm sorry.
25:00
Speaker 1
Yeah, it's flashing red now. Yes, sir. Yep.
26:00
Speaker 2
but can you check the LED light on top of this lit a little tower? okay, it's flashing red. yeah, can we wait like for a few minutes? I'll go ahead and put up a timer for like two minutes and let's observe that router.
26:00
Speaker 1
Uh, like, what type of phone? Android. Oh. So I'm in settings. I don't see. Oh, connections maybe? [silence]
27:00
Speaker 2
By the way, sir, what phone are you currently using to connect on the Odesk call the setup? Odesk. Yes. Is it an iPhone or an Android? Okay, an Android. Sir, can you please go to the settings of your Android phone, then go to Wi-Fi? Yes. Okay, go to connection.
27:00
Speaker 1
- fi network isn't providing an internet connection.
29:00
Speaker 2
Okay, I'll give me one moment, sir. Okay? Yes, I'm still here, sir. [silence]
29:00
Speaker 1
Connexite without internet, it says security with a letter or whatever, and it says personal, and then it says password, and it says automatic manager, and it says IP settings, proxy, metered network, I see, I see IP address 192, decimal 168, decimal one, decimal 71. Then there's another really big.
30:00
Speaker 2
Under that information, sir, can you look if you can see an IPv4? IPv4 information. India. Oh, yeah, that one, sir. Can you give it to me? Okay.
30:00
Speaker 1
WAM. Uh, I got like a WPA, yeah. Do you want them? Yeah, I got like FE80. And then like the two dots, like what you'd see uh on like a clock. Yes. Is that what you want? [ silence ]
31:00
Speaker 2
I'm sorry oh okay um can you also try to see if you can um get the one like W.A.N uh yeah that's actually the security mode of this router that's WPA so apart from IP address you don't see anything that has a number combination? okay ah okay the colon oh okay so um I believe that's the [silence] [silence]
31:00
Speaker 1
No, the Mac address is above it. The Mac. Oh. Oh, okay. Like, Yellow?
32:00
Speaker 2
so the Mac the address has been two minutes oh yeah so the address also still has couple and so let's confirm said arm delight coming from the main router so still yet yes sir George the light or the LED light coming from the reverse still blinking red okay this time sir George since earlier we reset or we perform the reset on the router like for only 15 seconds now let's do it more than 15 seconds so press and hold the reset button of this browser for like 30 seconds now
32:00
Speaker 1
All right? Yeah, I'm holding it now. Yeah, it's gone now. Yep. Nope. Still holding. Okay. Now I'm still holding it. I'm still holding it. Okay.
33:00
Speaker 2
Okay. Okay. So the LED light should start pulsing and slowly fading away. I do not let go of the reset button yet, Sir, please. two one and okay. You can go ahead and let go of the reset button. The timer that I set up for 30 seconds is finished. so um... we we we should expect a a solid purple coming from this router after we perform the reset.
33:00
Speaker 1
So right now I have a solid pink. You said five times? Okay. Yeah, and it's blinking like a yellowish color. Like yellow, yellowy orange. I really hope this works, man.
35:00
Speaker 2
Okay. Okay, you have now the solid pink. Okay. Sir, uh, press again the reset button of this router for five times. Okay. So press release, press release, press release. Yes, five times. Press release, press release, press release. Do it for five times. Uh huh, So Uh once you're done, it should start blinking again. [silence] So let's wait for it. Uh
35:00
Speaker 1
Server company from the house. So without internet, I'm screwed. Yep. Yes, absolutely. I have them both with me. I could get my son's tablet. But
36:00
Speaker 2
Yeah, of course. I understand that one. So, um, while waiting for that George, um, since you have three routers in total, right? If this router will not work, can we change and I mean, can we use the other any of the two available router to make that router as a parents? Will that be okay? Okay. Okay, that's good. And the second thing that I need to ask from you George is that do you have an available tablet or a laptop that we can use right now. We can get this of it because what we are actually going to do next
36:00
Speaker 1
The problem is, I'm in the country, so like, I don't know if I have in I wouldn't have internet. Okay. So now this uh the node or whatever now is the like uh ocean color. Like they're greenish. Turcois, I guess, correct.
37:00
Speaker 2
it's okay though the router doesn't have any internet as of the moment we can still access its router settings mm-hmm okay so let's up. So yeah something like Turks. So let's just wait for it sir. Okay. Let's give it a minute or two something like that. Mm-hmm this device that has been given to you by the community Fiber is it a modem or a modem router?
37:00
Speaker 1
I went, I purchased the linkus system from Staples.
38:00
Speaker 2
oh yeah, I'm, but the one that has been provided by the community fiber, uh, did they just give you, or did they just tell you like, this is the land cable that you can use? And then that's it. They did not give you any other devices. From a wall patch like that? Mm-hmm. Okay, I see. So,
38:00
Speaker 1
Okay.
39:00
Speaker 2
It's actually Okay, cuz those information George was actually very helpful for me to you know to understand everything here. cuz, um, well may be there is a problem with the main internet sources that's why I'm asking if you have or did they provide you some device So right now? Okay, so So Yeah, at least we can confirm that everything was really working from your internet service provider. So Yeah. So uh right out sir, sir George. How about the router? Is it still like pulsing red?
39:00
Speaker 1
Yeah, just, uh, I'm in the, like, huh, problem is I'm in the basement, so I just gotta go upstairs together, okay? Do you, do you, you. I need your tablet. [silence] Don't ask questions. I just need it. Do you want to internet or no? I might need your help. So, do I need to be by the node for this? [silence] You.
40:00
Speaker 2
yeah, can we use your son's iPad for this or tablet for this? Oh yeah, sure. You can just place the phone anywhere and then I'll just be here waiting for you. I yes sir. this laptop, I mean this iPad or this tablet should be connected to the main router's network that's _velop setup. And this device should also be near to the router.
40:00
Speaker 1
I'm sorry, I... Hang on, Lexi. Come here! Sorry, I don't know how to use uh. Yeah, my daughter's going to help me. Come here. So what do I need to do on the tablet? No. total and then Wi-Fi no this one okay and then I got to re enter that password on the bottom of the node yes so password okay everything's lower case okay N N9 A I B R S 6 H B it says unable to join okay yeah N N 9
41:00
Speaker 2
yes sir.
42:00
Speaker 1
K i b r s 6 h.
43:00
Speaker 2
can type in YouTube, https://www.youtube.com with it and press enter. [silence]
43:00
Speaker 1
Morse. Whoa, whoa, whoa, whoa, whoa, whoa, whoa, whoa, whoa, slow down. No, you didn't do dots. One nine two. Yup. Yup. Okay. Okay. Now it says links. It's why am I getting a warning when I try to access my router settings in a browser. Okay, I got continue. Click continue. This connection is [silence]
44:00
Speaker 2
type in let's try the default one: the one nine, two dot one six, eight dot one dot one dot one six, eight dot one dot one. [silence] and just [silence] press Enter from the keypad. [silence] So there should be an option for you to click on continue or details. [silence] Okay. [silence] Yes, sir.
44:00
Speaker 1
not private. This website may be Just... It's yep. So details. okay to learn more. it says to learn more you can view the certificate. If you understand the risks involved, you can visit this website. Right? so it brings me to a login uh with your router password.
45:00
Speaker 2
Hi. Okay. Yeah. There should be an option to click on proceed. Or, details. Yes. If you learn more. Uh-huh. Okay, click on visit this website. [ silence ] All right. So, in what page did it brought you then? [ silence ] Route, okay. Sir, try using the word admin. If you don't, remember, um, since we just reset it. Use the word admin. That's A-D-M-I-N, all caps. [ silence ]
45:00
Speaker 1
okay okay now it's brought up a page with a bunch of pictures and a bunch of stuff okay got it okay
46:00
Speaker 2
Okay, so we're in. So, um, sir, can you click- one moment. Can you go to troubleshooting, sir? From the left, uh, side of your screen. The first one is, okay. Click on troubleshooting and then, under status, click on report.
46:00
Speaker 1
Yep. Okay. Now. Yes. [silence] So it's saying the internet's no good?
47:00
Speaker 2
Okay, so there will there should be like, you know, a bunch of numbers and words that will show up. So just continue scrolling down up to the very bottom, so there should be a port status that will show up. So under port that has the word internet, can you see the X mark under 1 gbps? Okay. Okay. So it's actually saying that it really do or receives an internet. So
47:00
Speaker 1
Right. Okay. Try a different note. Yep. Okay. Yes. 2 decimal one decimal two redesigned two. [silence]
48:00
Speaker 2
I know that what I'm actually trying to say that your internet is really working since it's uh yeah since the router is recognizing it. But the problem here is not is that the router is not producing it. And that's the problem comes in. So the other thing sir that we need to check here is um one second. Then you go back to the very top sir. Okay at the at the very top sir, can you see the word firmware version? Okay. Can you give me those numbers? I'm so sorry
48:00
Speaker 1
Okay. Okay, so yeah, two decimal one, decimal two zero, decimal two one six eight nine two. [silence]
49:00
Speaker 2
line did actually cut in and out. what I only got is two, decimal one, decimal 2. okay, let me just check on this one. I'm actually checking something. So what what we have is 216.8892. Yeah, it's updated. Okay, sir. I'm still under. Wait. Let's say, can you go out from from troubleshooting? Okay. And then click on connectivity.
49:00
Speaker 1
Okay. Okay. [silence] No. [silence] That's all right, that's all right, we got it now, yep. [silence] like a [silence] [silence]
51:00
Speaker 2
So after clicking connectivity, tap on Internet settings. I'm in local network, sir. Yeah, I'm sorry. I'm in local network. So can you check the one moment? Yeah, can you A, are you still under Internet settings, sir?
51:00
Speaker 1
Are you asking me to go back to Internet settings? Okay. What do you need, bro? Bro? Okay. Do you want me to press clone on my PC, Matt? Okay. Okay. You're good now.
52:00
Speaker 2
Ah, yes sir, under Internet Settings. and um, you, um, the Mac address, uh, clone is still disabled. Can you enable it? Just tap it and then a check mark will appear. And then tap. Yes, sir. And then hit on apply and then okay. Okay, let me know sir, once the changes has been done, okay.
52:00
Speaker 1
Okay? Yep. Correct. How's it unplug it? [silence] Okay, plug it back in. [silence]
53:00
Speaker 2
Okay, it's done. Okay, so the LED light coming from the router is still red. Okay, can you turn off the router again and then turn it back on? Yeah, just unplug it and then wait for at least 15 seconds and then you can plug it back in then. All right. yes, yes, yes siruh let's just wait for it cuz we just um unplugged the router and then plug it back in so that may take for a little while. Let's wait for the router to boot up. okay. So let me just check. cuz if this thing will not gonna work sir. So we need to replace this parent node, get one of your child node and um upgrade that child node to stand as a parent.
53:00
Speaker 1
OK, so you want me to unplug my ethernet cable that's going to this node, plug it in the other one and plug this one in as well? Like, make it my main one? Yes. Like turquoise. OK. I went back to Flos. Yeah. [silence]
55:00
Speaker 2
um, let's um, observe it first. I don't know, sir. You've mentioned, I know, not not yet, sir. Because right now you've mentioned that it's already, um, something like blue or, yeah, lie something like turquoise. So let's just um, observe it, give it a few minutes and then I'll let me know it went back to pulsing red. So, sir, since this is the main node, sir, let's remove it.
55:00
Speaker 1
There's also a button underneath that's like an on and off, I guess. The slide is on the line, not the circle. Is that supposed to be like that? So it's supposed to be towards the line, not towards the circle. Okay. Just wanted to make sure.
56:00
Speaker 2
and again okay unplug everything from this main router because later we are going to make this one as a parent and then get one of your router ah yes sir uh-huh Okay. It's okay, sorry. So, uh, yeah, uh, let's remove this, um, this current parent router. Let's replace it with
56:00
Speaker 1
okay. and he said that goes above the reset button. that's uh and you want me to plugged in right now sir okay she's plugged in ah
57:00
Speaker 2
Yes sir please okay [silence] if this will not gonna work sir then that's the time that we might really need to escalate this one to our level two technicians. But yeah, let's work on it first. So, um, once you have already plugged in this child node, uh, press and hold the reset button sir, of this child node for 20 seconds, please. Okay. So let go of the reset button and then
57:00
Speaker 1
Yes. like what sorry yeah yeah sorry just a moment
59:00
Speaker 2
um George can you confirm to me sir is that you have the WHW 03V 2 right can you read it to me the muddle number of your um router
59:00
Speaker 1
A model number like uh the node you're talking about right same password Wait which one am i reading serial number Oh uh w w w w Zero three v two. OK. Uh Like pinky uh yeah. Like a pinky orange salmon or something. Like how?
60:00
Speaker 2
Yes, the node model. Okay. Yes. So, it really has the right firmware. So, uh, yeah. So you're you're done pressing the reset button, right? Okay. And what color is it showing right now? Okay, it's like, okay. So, now that we're seeing pink, now press, Yeah, So, press the reset button for five times.
60:00
Speaker 1
Okay. Okay. Okay. huh hasn't done anything. It hasn't done anything. Yeah. It hasn't done anything. It's still the same color as it was. [silence]
61:00
Speaker 2
yes sir press release press release the reset button Okay. the router LED should start blinking and we're expecting a color like same as turquoise or maybe blue something like that or maybe a light green color I'm sorry like something like a maybe pinkish or purple color
61:00
Speaker 1
Orwards the pinkish. No, pink. Yeah. Didn't, I don't think it did anything. Yeah, it's solid. I don't think it did anything after I pressed the reset five times. I try that again. Yep. Okay, I'll do, you want me to do it again? Okay, now it, it flashed a bunch of times and that went back to the pink color. Oh, now, okay, it's doing something now. Now it looks closed. Okay, now it turned blue with a orange. It's blinking orange. It did stay blue though. Okay. It is on. Okay, so now it's, it was on before when I tried that. Oh, I'll give it. okay, then it's on a blue with an orange blinking now. Okay, I'll try it again. Now, no, no, no, I don't think did anything. Solid okay, it's just blinking orange and blue. It's blinking.
62:00
Speaker 2
It's more like purple. Okay. It's more like pink. Yeah. But it's solid. Right. I yeah. I let's make sure that we that we press it properly cuz there should be a little click sound when you press it. Hmm. Okay. Yes please. Okay. sweet.
62:00
Speaker 1
Yep. Knock on wood, we're missing soccer games. I'd like what's the likelihood of the internet went out and my frigging routers are broken. Like okay, now it's a solid turquoise. Oh. No, it just changed again. Yeah.
63:00
Speaker 2
Let's wait for it. Yes, we're expecting a color that should come from this route. There is something like solid green or maybe turquoise, something like that. [silence] Okay, let's give it more time. [silence] Yeah,
63:00
Speaker 1
[silence] [silence] Okay. [silence] [silence] girl, boy. [silence] No. It started blinking again.
64:00
Speaker 2
It's now started blinking, but let's just wait for it. So right now it it stays for quite right. It's not blinking anymore. Okay. So yeah. Let's wait for it.
64:00
Speaker 1
a blanking radman thank you sir
65:00
Speaker 2
Okay, so how is it sir? Okay, I'm so sorry, George. Let me just put the call on hold for 3 to 5 minutes. Okay? Cause I'll be checking my resources and I'll get back to you. Thank you so much as well. Okay, um, hello, sir, George. I, I totally apologize for the long hold because we are actually like, um, checking everything here because, um, we're actually, you know, having some questions here because you mentioned earlier that when you're internet service provider was there. And when they connect a laptop directly to the cord and they run a speed test and they're getting a result. Now, when we try to get your routers go back up and running, um, we have already tried two of them. And none of them goes online. So,
65:00
Speaker 1
Yeah, that's, that, that's not, that's not gonna happen bro, because uh this guy ended up, it's a whole story like it's, yeah, it's that, it's that's not gonna happen Um, the uh lady, my wife tried this earlier today too, she was uh she said something about the ethernet cable maybe Um, it doesn't look like anything's wrong with it right? No, well that, that, that was like what she might said, check the router settings, but the ethernet cable looks fine.
73:00
Speaker 2
Here's what we are going to do, um, sir George. Um, can you call your internet service provider and let them visit again? Um, your house. And once they're already there, call us so that we can work with them, your internet service provider technicians and we the links technicians.
73:00
Speaker 1
I might've thought. Um, but yeah, like, to get that guy back out here, it ain't gonna happen, like, anytime soon. So, like, am I just better off to just go buy another modem? Yup. [silence] It just-it all worked. And then when we pressed that Do-it button.
74:00
Speaker 2
Um, well, if you really wanted to consider, sir, well, yes, you might want to get another or new routers for this one, cuz I'm just putting checking here the one that you have this routers like for about since the year 2019 Yeah, and then we accidentally like I mean your wife accidentally pressed the reset button of this router and that did, you know, that that's when everything happened, cuz you actually. [silence]
74:00
Speaker 1
Yeah. No, he spent like two and a half. He was here for like almost three hours last night, man, he couldn't connect it either. And he ba- Yeah, he, he did, he did everything he could, uh, and he basically, like, he's also a computer programmer and he said he's never seen anything like this before in his life. His life.
75:00
Speaker 2
Okay. Did the technician run the test successfully last time? they connect the laptop directly to the cord? and they were getting a result now we have already tried two routers that you have and none of them could go online. So that is actually why we need to work with them and like you know, let them test it again and see if they can also get a result because this is hmm. But when he tried to run a speed test, I'm sorry,
75:00
Speaker 1
He says it's absolutely ridiculous, the code and everything else that they put into these things, so. Yeah, anyways, I don't know what else to say, man. I'm probably just gonna go buy another router. Hang on one second, please. What was it again? Oh, yeah, again. Yeah. All right, thanks for your help, man. You too, bye.
76:00
Speaker 2
uh, yes, sir. And by the way, sir, thank you so much for you like, you know, for your cooperation, but uh, yes. And um, so if you need to happen to call us back and need an assistance for you since you know, um, the ticket number of this conversation is 133295, sir. 133. 295. Okay, thank you. All right. You, too. Thank you so much as well, sir. Have a good one.
76:00