V2 Rubric Detail — b3e46a18-7f22-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 01:24
Duration
103m 23s
Contact
724-646-0738
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.07/5
Overall12.3% (-43.7)

V2 Grader Summary

The agent failed to perform the critical diagnostic step of testing the connection directly at the modem as required by universal_isp_modem_diagnostics.md. Additionally, the agent provided technically inaccurate guidance by conflating the factory reset process with the 5-press escalation method and citing a non-existent model number. The call ended with an unsupported recommendation to purchase new hardware instead of following the escalation triggers defined in the universal_escalation_guide.md.

V1 Case Analysis

Customer reports WHW03 parent node shows solid red and cannot detect modem. Performed resets, cable swaps, tried a second node, attempted firmware update – issue persisted. Advised that hardware is likely faulty/out of warranty and recommended replacement with newer MX6200 system.

Troubleshooting Steps
  • Re‑plugged and swapped Ethernet cable between modem and node
  • Performed factory reset (25‑second hold) and 5‑press diagnostic reset
  • Swapped to a secondary node and repeated resets
  • Attempted firmware update via web UI
  • Checked WAN port status for X mark
Key Observations
  • Agent never verified the modem works directly (no speed test or direct connection).
  • Model number and serial were not collected at the start of the call.
  • Agent mis‑identified the WHW03 as a "Velop Pro 6E" (MX6200), an inaccurate product description.
  • Multiple confusing instructions about accessing the router UI and repeated hold‑times caused inefficiency.
  • Call lacked a clear, actionable resolution; the final recommendation was an upsell rather than a fix.
Positive Highlights
  • Demonstrated patience and apologized repeatedly for the difficulty.
  • Attempted multiple troubleshooting methods (reset, cable swap, node swap, firmware update).
  • Provided the correct local router URL (myrouter.local) for UI access.
Agent Errors / Gaps
  • Did not follow ISP‑modem diagnostics (no direct test of modem).
  • Failed to collect product model/serial number and warranty status early.
  • Provided incorrect product identification (WHW03 ≠ MX6200 Velop Pro 6E).
  • Gave unclear, repetitive UI navigation steps and did not confirm successful login.
  • Suggested firmware update without confirming internet connectivity first.
  • Ended call with a sales recommendation instead of a concrete technical resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet connectivity or stable router access; ended with product recommendation instead of resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets, cable swaps, and UI access attempts, but skipped direct modem test and systematic WAN diagnostics.
R3 Not Met Correct resolution path conf 85%
Agent recommended purchasing a new router without offering RMA, escalation, or best-effort OOW troubleshooting path; dismissed issue as hardware failure prematurely.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow the logical diagnostic process in universal_isp_modem_diagnostics.md; did not isolate the modem from the router before concluding hardware failure.
T2 Not Met Appropriate tools / resources used conf 100%
Agent did not perform the mandatory 'Test Your Connection Directly at the Modem' step from universal_isp_modem_diagnostics.md, which is the primary tool for isolating ISP/Modem vs Router issues.
T3 Not Met No misinformation conf 95%
Agent conflated factory reset (hold 25s) with the 5-press escalation method (press 5 times quickly), which are distinct procedures per universal_5press_models.md and universal_factory_reset.md. Also cited non-existent model 'MX6210'.
Communication
C1 Not Met Clear & professional language conf 95%
Call had long unexplained silences, repeated instructions, and agent lost control; customer expressed confusion and frustration repeatedly.
C2 Not Met Confirmed understanding conf 95%
Agent used inconsistent URLs (myrouter.local, 192.168.1.1), failed to confirm understanding, and used technical terms without simplification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on case and attempted multiple fixes but ultimately abdicated ownership by suggesting replacement without resolution.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or follow-up timeline; only 'next step' was vague suggestion to buy new hardware.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved after extensive troubleshooting, node never reached solid blue, and UI access was unstable — all escalation triggers per universal_escalation_guide.md.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized and thanked customer multiple times, but empathy was formulaic and did not address repeated effort or frustration meaningfully.
X2 Not Met Tone & rapport conf 95%
Agent continued scripted troubleshooting despite customer confusion, inability to access UI, and visible disengagement; no adaptation to pace or tone.
X3 Not Met Overall experience conf 95%
Customer repeated information, retake pictures, and re-perform steps due to failed UI access and inconsistent instructions; high avoidable effort.
Call Transcript138 turns · 157 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys Specialist. Hello, good evening. This is Epi from Linksys and calling for Vicky Malone. Okay, thank you, sir. [silence] Yeah, that's it's okay. Um, yeah, I'm here. So did you, yeah, I I, I assume that the modem is now plugged in, right, and all the lights are solid. [silence] What about
00:00
Speaker 2
I'm trying to look at it at different angles. I mean, I know there's words there, but I don't even know what they say. Nope, I I I really don't know what they say to be honest with you. uh-huh. towards the leftarrow that. towards the right. uh-huh.
02:00
Speaker 1
Well, let me just. Yeah, it should be on the uh line one. And let me verify the the cable from your modem. Is it plugged in to the internet or to the first port on your lynx device? Is it the one above the uh reset? Or is it uh the one above, yeah, above the reset button, the red um button above the power. Um, did you?
04:00
Speaker 2
[silence] okay. [silence] No, it's just plug into the second one. It's plugged into the power above the power button. Yeah.
04:00
Speaker 1
Did you disconnect any cables earlier when you...? Okay. It should be on the first one. Yes. Did they reset this device to factory default? Like did they push the reset button, that red button? Okay, yeah, let's just put that to the first port, please. The one above the reset. Okay, and let me know what lights are Lit on top, the LED indicator.
05:00
Speaker 2
I'm sure my son or my husband has done that yes so which which way should it be above the reset OK, I will switch it now. I have no idea. yeah I have no idea. Just OK. OK. OK, it's above that now. It's a red light.
05:00
Speaker 1
Yeah, the indicator, is it solid or it's blinking? That is solid. Okay. So, even if you just plugged in, I mean, the uh you just reconnected the modem, it, it does stay solid. It did not blink at all. Uh the the parent no, the main wand. It's solid red. Okay. All right. So, since it's solid red, man, we'll just have to reset this to factory defaults. We cannot hardwire your uh computer to the main uh to the parent node, right? You the the lab top doesn't have an ethernet port.
06:00
Speaker 2
[silence] Red. [silence] Yeah. [silence] Solid. [silence] Yeah. [silence] Um, the modem [silence] [silence] Oh yeah, the parent mode is red solid. [silence] [silence] doesn't have access at half time. Now it's warm. [silence] Let's see if [silence]
06:00
Speaker 1
Speaker 1 Speaker 2 Speaker 3 Yeah, it's connected wirelessly, but can we connect it with an Ethernet cable? Can we connect your computer with an Ethernet cable? Uh, now? Okay. All right, that's okay. Yeah, so we'll just have to reset this device to factory defaults because it keeps on, right now it's solid red and uh so it's uh uh it's connected to your wireless network but it doesn't uh recognize the modem. So can we press the reset button at the bottom 25 seconds? So just keep holding it for 25 seconds. So, you would be able to tell if it's uh if you're able to
07:00
Speaker 2
If saying it connected, so what do you want? Oh, no. No, no. I don't have a port for that. Yeah. So just and hold it for how long. OK 25 seconds is up. Can I release it? OK. [silence] And is it supposed to be doing something?
07:00
Speaker 1
Yes, the light should blink. Is it blinking? It's- it stays solid? Are you mentioned it's solid red? But is there a light right now on top?
09:00
Speaker 2
[silence] Nope. [silence] It is not blinking. [silence] Um, I can't even tell if it's lit up or not. [silence] It was and then when I reset it it's not solid red anymore. [silence] [silence] It's hard to know I I have to say no. [silence] Oh, now it's red solid red. [silence] It's back to solid red. Yes. [silence] [silence] It's not blinking. It's solid.
09:00
Speaker 1
Okay, can you take a look at the bottom, ma'am? Do you see the Wi-Fi name? Just look at the sticker at the bottom. Do you see the Wi-Fi name and the Wi-Fi password? Okay, what is the Wi-Fi name there? Veoplus setup. [silence] Um, just uh, I just need the network name, so um yeah, you may also take note of the password cuz we will be connecting your computer, your laptop, so that network and it needs the password. So you, you can, you can take a picture. All right, um yeah.
10:00
Speaker 2
uh-huh Yes It It's underscore capital V-E-L-O-P capital S-E-T-Y P-7-F it could be a 5 I think And then the password do you need to know exactly what that last one is? Yep I might have to
10:00
Speaker 1
Okay, so is that done? But can you, okay. All right. Um, yeah, can we go to your laptop and check if check the Wi-Fi? Um, if you click on the Wi-Fi, are you able to see Ve L Intruder Setup 7 F5?
12:00
Speaker 2
I can't get a good angle to get a picture. No, I can't get a good picture. is everything so blurry. Can I see the password? Yes.
12:00
Speaker 1
What about Vellup Set Up 7F5? Are you not seeing that? Yes. Settings and then network. Alright, can we select that ma'am and then hit join? If it asks for the password, just type in the password that you, that is underneath the parent network.
13:00
Speaker 2
Go back to the settings, to settings. Okay. Settings and then network. Yes, I found out one. All right. Okay. I did that. And then now it's saying connected.
13:00
Speaker 1
All right, so it showed up connected, okay? Okay. So can we open up a browser from your computer? Do you see Google Chrome? Aside from Safari, Safari, do you have Google Chrome? Okay. Can we just, yeah, can we open up Safari? And then on the address bar, type in http://myrouter.local. [silence] [silence] myrouter... myrouter. and then the password OK four three one seven two one. my router, dot, local. Yes, press enter. All right press enter and tell me what are the options. What options you have. Do you see a picture of two phones? All right just click on it.
14:00
Speaker 2
Public or what? Local. Is that it? Okay. All right. A router, what? Secure? Okay. What do I do now? Let's, up and running. Download the widget app for a setup. It's also the best way to manage your Wi-Fi. Yep. Okay. [silence] It's just as one moment and it has a block screen. Okay now it's starting to, it says sign in access router. Okay. And then sign in. Okay. Okay. Okay. Okay. Well, I have a screen that says, Linksys Smart Wi-Fi tools, device list, guests, access, parental controls. I have network status, links is home networking, Wi-Fi settings, guest access, device list, parental controls priority.
15:00
Speaker 1
Yes, below the squares. Below that small square. Do you see license agreement, privacy policy? to scroll down. Yeah, you see the privacy statement, third part licenses, privacy policy and then you see CA? Okay, click on CA. I'm sorry, yeah, that's really small. I don't know why they designed that. All right, okay. So yeah, just click on CA. [silence]
18:00
Speaker 2
privacy statement and and use a license. Yeah. Yeah. Oh, God, yeah, okay. Oh, my gosh, are you kidding me? Wow. Okay, I clicked on, yeah,
18:00
Speaker 1
and uh click on troubleshooting. Okay. Go to troubleshooting and then under status do you see report? Alright. Click report and tell me what is the firmware version? Okay. So it's 2.1.19. Okay. So I think this one is version two. Let me check the firmware if it's the latest one. [silence]
19:00
Speaker 2
Okay. Yes. 2.1.159215389. Yes. [silence]
19:00
Speaker 1
[silence] Is it 1.1 or 2.1. [silence] Okay. All right. Yeah, it seems that it's not the latest firmware. Cause the latest firmware that we have in here is the 2.20.216. That's the latest firmware, okay? But we can only update the firmware, ma'am, if the internet is working. So um, can we scroll down. Try to scroll down. Down the the [silence] [silence]
20:00
Speaker 2
Okay.
20:00
Speaker 1
Yeah, scroll down, scroll down at the very bottom, then look for port, port, port. Yep. And then under ports, you have there internet, right? So, do you see an X mark below 1 GBPS? Do you see an X mark below 1 GBPS. Because under internet, you have there 10 slash 100 MBPS and 1 GBPS. So
21:00
Speaker 2
Oh, I just lost the whole thing. I went to scroll and, oh, here it's back, okay. Scroll down to reports. Reports, okay. Got the port. Yes. What am I supposed to be looking for? [silence]
21:00
Speaker 1
is there an X mark? no X? [silence] what about the the the numbers? #1, #2, #3, #4. Do you see any X mark? [silence] Yes. below that. [silence] So there's no X. [silence] Okay. [silence] Ma'am, um, do you Yeah, you you do have a cable uh which is from Spectrum and right now it's connected to the uh to the Linksys, right? To the parent node. [silence] Can you make sure it's plugged in proper?
22:00
Speaker 2
There's no more in either one of those boxes. Nothing, yeah. It just says internet, and then there's nothing across from it. And then the box below it says one, and there's no marks in those boxes. No X.
22:00
Speaker 1
Poorly. Because the cable is not being detected by the laptop. Yeah. Yes, ma'am. Unplug and replug it. So, just make sure it fits properly there. Okay. Can we go back to the page?
23:00
Speaker 2
Okay, sir. I think that my one I moved to above the power button. Correct? And then that's going to the internet port. On the show you want me like plug it and put it back in the ethernet port. Yep. Yep. So. Okay, I did that. Okay.
23:00
Speaker 1
Try to refresh it. There's a refresh button on the right. Check if there's an X mark. [silence] Do you have another cable, ma'am? Another Ethernet cable. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] because if we need to try another cable, it could be the cable is bad. [silence] So just to make sure it's not the cable, let's just use a different cable. It could be a CAT, uh, CAT5E or CAT6. It looks like a telephone cable, but it's bigger.
24:00
Speaker 2
Okay, yep. Nope. No apps. [silence] and I will because [silence] make sure it's not a cable. Let's just use a different cable. Yeah, all right. [silence] Yeah, I might work. Will, it say, ethernet on it? Oh, it's definitely bigger than a telephone cable. I could try this one here, I don't know if this is an ethernet cable, but, it looks like, it could be. One
24:00
Speaker 1
Yes. after changing, the cable may. Oh. Try refreshing it and check. Again if there's an X mark still no X [silence] okay. Um, can we try to swap the nodes? [silence] So let's use your other child node, make it the parent node. Because right now, um, there's a problem with the port.
26:00
Speaker 2
okay. all right, that one's plugged in now. now refresh that page again. no, there's not no mark. uh
26:00
Speaker 1
Yes. So let's uh set that node as the uh parent node, Okay. So we'll just go ahead and test this. Yeah, you can just uh unplug it from your uh Spectrum box.
27:00
Speaker 2
So you want me to go get another one from a different room? But leave this one down here? Uh leave this node down. Do you want me to leave this node down here? Okay, let me go get another Node from upstairs. So up to where they're. Uh, she just stopping?
27:00
Speaker 1
Okay. Just just use the first port and the the one above the reset. Okay.
28:00
Speaker 2
Oh yeah, you already did that. okay. All right, so just plug the ease thing that doesn't matter which cord, I guess not for the Ethernet, huh? All right. I don't want to go the reset.
28:00
Speaker 1
So just make sure you have the modem. Okay. You have a cable connected from the modem to the first port of that new parent node that was, yeah, which was the which was one of your child nodes. So, yeah, this is just for further isolation, ma'am. Okay? Because the the first parent node is is not detect any connection from the modem. So, you've already tried to ethernet cables. You've tried changing the cable and it's still not detecting the modem. So for further test, um, we will try another one.
29:00
Speaker 2
Yes. And then I'm going to plug it in. Right. What's that? Okay. So the new one is plug.
29:00
Speaker 1
we will check if it has the same um it's actually the same right so after you swap the node right after you connected the new parent node to the modem we need to reset the new parent node right so just press and hold the reset button for around 25 seconds Okay, so is it solid now? It's purple. Okay. It's solid. All right, so can you take a look at the bottom again, ma'am, and what is the name of the network? Yeah, it looks perfect right down there. [silence] I know, but does it say AT&T or is it AT&T south or AT&T north, and then we want to make sure that that's correct. Yeah, if you could take a look back there again, and make sure that the H\ R is capitalized. Okay. You see there? Right there. [silence] Good. What about the bottom? Let's see if it gets a speed over there. Okay. Libby, you still running okay after that wine?
30:00
Speaker 2
It doesn't look like if there's a color at all on top. I mean unless it's a a like a purplish color. Yeah. I guess it can be. Oh no. No. Solid red. Solid red. eight oh four
32:00
Speaker 1
What does it show up underneath? Develop. Setup. 804. Okay, can you please connect to that network? So just look for the Wi-Fi icon. and know need to skip that or cancel so are you connected to that? All right, now. Can we do the same? So just open up Safari and type and http://myrouter.local.
33:00
Speaker 2
It says, do you want to share the wi-fi password for a real setup, 804 with Vicki Malone? So say share password. Okay. I have to type in the password. I just put the password in. Yep, it just connected.
34:00
Speaker 1
Just go to advance and then proceed. I'm sorry, what are the options? Do you see advance? Do you see advance? Just like what you, you don't have the same options when you access the previous parent node. [silence]
36:00
Speaker 2
uh, says "show details" or says, "go back"? Uh, "show details" or "go back"? Just show details for me. Happened, just, "show details" or "go back"? I'm just, I'm just gonna go back and see what, uh, I'm just, it type it in again: http://my router.local. right again trying my god http://\backslashbackslash\backslashbackslash.mylocal.google.orgwhy am I getting a warning when I try to access my router settings in a browser? Your connection is not private advanced but it's not [silence] HTTPS and it has an invalid certificate [silence] And it says it may not be genuine. but I got it from Frigi [silence] so, I mean, just type in the address. Your router's internal IP, local host IP would be something like 192.168.99.1. [silence] I already tried that too. [silence]
36:00
Speaker 1
You're able to see advanced below. You're unable to click advanced. It's grayed out. Advanced. You used Safari earlier right when you accessed my router.local [silence] Can we try http colon// [silence]
38:00
Speaker 2
I wish it says advanced, but it's not. It says, uh, it's just white. The reload is the blue. Yes, I am unable to click it. Is it says advanced or it says reload. No, advanced. Will net, not let me click. Yes. It says, "to get Chrome's high-solar security, turn on advanced protection." I don't know what that means. Enhanced protection.
38:00
Speaker 1
192 192.168.1.1, 192.168.1.1, then press Enter
39:00
Speaker 2
yeah, I put two slashes there. H T T P colon slash slash 192.1. And it switches the thing to says H T T P S colon backslash backslash W W W dot Google dot com search client. I mean, it's not even doing what I even told it to do. H T T HTTP colon backslash backslash.
39:00
Speaker 1
One nine two. Yes. That's correct. And then press enter. It's just the security settings, ma'am. So, yeah, that's actually normal, but you should be able to click on advanced below. Yeah. Even if you scroll down, you're unable to click advanced.
40:00
Speaker 2
Was it 169 now wait, 1.92.168.1.1. Why am getting same warning. Why am I getting warning when I try to access my router settings in a browser. I mean, this is little ridiculous [silence] it's in a square with its red rectangle and it says, your connection is not private, but the advanced is white, but the reload is blue. It will not let me click on advanced. [silence] says, how can I bypass this warning? When you continue, your browser will show up in the warning message. [silence] [music]
40:00
Speaker 1
okay, you have two buttons there, right? advance and then back to safety or reload. Okay, the advanced option is uh did you try to click on it? It doesn't do anything.
41:00
Speaker 2
All these instructions are browser access, your browser settings. So for fonts, Safari click show details visit this website prompt for this page asked to confirm that you want to visit the website. I guess if we hit show details then OK, So let's hit show details. Warnings you went. A website has certificate does not valid. This may happen if the website is misconfigured or attacker has compromised your connection. To learn More go back. Or reload after you. Reload. Right.
41:00
Speaker 1
okay uh on your safari mam do you see there a uh the three dots at there i mean on top or hold on we cannot also uh use other browser right um it's just you you only have
42:00
Speaker 2
Yeah, like the red and the green and the [silence] those three dots. I only have Safari. Yeah.
42:00
Speaker 1
What about Firefox? You don't have Firefox? Okay. Right now when you open up Safari, uh, do you see Safari on top, on the top left? When you click on it, uh, do you have that option open in a private um, page or a private network or something? Oh, private connection. [silence]
43:00
Speaker 2
um, I don't think so. No. Where do I see that at? [silence]
43:00
Speaker 1
beside the Apple menu you don't see Safari there when you open up Safari but it already shows connected to your Wi-Fi right hold on ma'am
44:00
Speaker 2
Okay. No, not that I know of. Yes. Okay.
44:00
Speaker 1
Can we close all the Windows, open and try to open a new window? Yes. Because we were able to get that earlier with the with the original parents node. I don't know why, um, it's not loading now. network management. My unknown local domain cannot be reached at the moment. Please check the website address for typing errors such as W1 or W1.co, and then try again. Cash.
45:00
Speaker 2
All the windows I have open on my Mac. Okay, so let's go back up. H T T P colon backslash backslash. And then we're doing my.
45:00
Speaker 1
okay, so the advanced option is still not it's still great out okay, ma'am can you take a picture of that? I'm going to send you an email, okay, I'm just
46:00
Speaker 2
Okay, local. okay, I'm still getting that. Why am I getting a warning? Why try to access my router settings in a browser? Yes. of the page.
46:00
Speaker 1
Please reply to that email. If I just want to, is take a picture of that, the whole thing. Is I need to, I don't know why you're not, uh, able to see that, cuz we were, you were able to do the advanced earlier when we tried to access you. You you were even able to access the page earlier. So I don't know why right now it's different. Okay, hold on. Um, let me just craft an email, okay?
47:00
Speaker 2
Okay, now where it has advanced that set picture. I didn't get their email yet. I'm going to go upstairs to see if I'll get the email upstairs. Okay. Can I ask a question too?
47:00
Speaker 1
Well, right now, the main issue is the parent is unable to detect the cable coming from the motor, okay? So we tried different cable and it still, it did the same thing. Okay? There was no X mark. That X mark is an indication that it detects the cable or it detects the connection from your modem. The problem is we cannot directly connect your computer right through the modem because there is no Ethernet port. So we cannot test the modem for the meantime. So that's why we're. Yeah, we tried different cables.
51:00
Speaker 2
I'm plugging this router, or the links of some plugging it back in. Would that have something to do with all the complications we're having right now? [silence] I right. So unplugging it and plugging it back in multiple times would have nothing to do with that then. [silence]
51:00
Speaker 1
So that's why to further isolate this, we will be using this other node and check if it has the same issue. If it's, if it's the same then could be the connection from your modem. Well, it's, uh, the, the port that's on your modem is not detecting the, uh, I mean, the Linksys is unable to detect the, uh, the modem. Even if we try different cable. Do they test if, uh, like they have they tried connecting any device great to their box and verify if there's
52:00
Speaker 2
[silence] Okay, well the spectrum said it wasn't a modem. The modem is not detecting the, the lengths that you've unplugged it for the uh, for the uh opensplitters that you have hooked up to your DSL line. Yeah, well apparently it was they were they were um sector told him flaw the problem was because it's being um unplugged and plugged back in so often. Every night it was it was getting unplugged and plugged back in. Okay.
52:00
Speaker 1
The connection, Amazon connection, because they just tell you that there's no problem with their signal. So, to 100% to make sure that the their connection is really okay, we really need to connect a device, a computer, for example, to their modem without the LinkSys and check if you're able to go online that way. Because right now the problem is the LinkSys is not detecting the modem at all. So, we will be checking this other node to the to check if it if it has the same problem. Because if it does, then there's really a problem with the modem here. It has something to do with the port, their port. Okay. Hold on.
53:00
Speaker 2
Yeah, they did whatever they, they did whatever they did. or end. Okay. I just sent that to you. Let's see if it'll send from. [silence] And I replied back with a... See if it sends. And I'll reply again and then I'll go upstairs and send it. Let me go back upstairs. All right. Let me know if you receive it now.
53:00
Speaker 1
Did you reply to that email, ma'am, when you attach it? Okay, I'm still not seeing the email. It's already on your sent items, right? Check your sent item, check if it's there. Okay, yeah, I just received it. Hold on.
57:00
Speaker 2
Yes, I did. All I did was send a picture. Um. Yes. Actually, it's there twice. 10 18 and 10 20.
57:00
Speaker 1
Okay. Yeah, yeah, when you click advanced, the advanced button, it doesn't do anything.
58:00
Speaker 2
no. nope nothing. see how it's white and the other one is blue
58:00
Speaker 1
Yes. You should, even if it's white, you should be able to see other options below. It should, it should load up another option below, like proceed or continue. Can we try HTTP:colon forward slash forward slash 192.168.1.1? Let's try that instead. [silence]
59:00
Speaker 2
I'll go down. Yeah, I'll go down and try it again, but it was not doing anything. All right, I just got downstairs, let's see.
59:00
Speaker 1
Yes ma'am. Yes, try advanced again. Click on advanced and see if you get another option below. It's grayed out. Okay.
60:00
Speaker 2
it won't even, doesn't even do anything when I click on it.
60:00
Speaker 1
Can we connect the original parent node back to the system? Sorry about this. I don't know why it's doing this one. We're going to try another test. Okay. so. Oh, it won't connect. So when I connect my mom, it won't connect. Is your phone still here, mom? connection is unstable, keep trying I see it here, but it's not connecting yeah it's here. Still trying, but it's loading Now it's getting late. It says unable to connect. So it's not allowing me to connect. Damn. that means your password is wrong no mama no it worked a while ago it says unable to connect [silence] so no sorry no it says unable to connect even that I'm a few steps away. But the other cell phone where I connect the same dety, it says connected to limited connection. So it's not allowing me to connect. It's been since 12:36. So what can I do? [silence]
61:00
Speaker 2
all right, it's connected and it's plugged in. and you know what? I could actually read the words on that modem and it if the blue light is online and the power is uh blue also. So, that's the power online and voice is what it shows just FYI on the modem. I was able to read that now.
62:00
Speaker 1
And we need to connect. We need to connect to yeah go to Wi-Fi settings. We need to connect to the Vellup setup F5 which was the uh the network name for that node.
63:00
Speaker 2
I said that or anything. All right. Wi-Fi settings. Uh-huh. Let me get out and do that again. Okay. 7F5 now, it's showing. Okay.
63:00
Speaker 1
Okay, so we'll try that again. Open up Safari and go to [silence] H T S P colon colon one 92 dot 1st 68 dot 1 dot 1. [silence] Yeah, one 92 dot 1st 68. Right. Yes, ma'am.
64:00
Speaker 2
Okay, it says it's connected. All right, let's get the Safari. http colon back slash. http colon back slash back slash one One mesh. all right, all right. Now I find like. [silence]
64:00
Speaker 1
okay, click on two phones. Alright, type in admin [sound of keyboard typing] yes, sign in. [silence] uh, you can just cancel that, ma'am. it's fine. because safari is actually saving the password.
65:00
Speaker 2
Go back to the page I was supposed to have with the two phones and download the app for setup. [silence] [silence] this is access router. [silence] [silence] [silence] [silence] okay and sign in [silence] Okay, sign in. [silence] It's saying enter the username for this account to finish saving your password and allow safari to autofill. [silence] [silence] Okay, it's not allowing me to get rid of that box. [silence] [silence] It's asking for a username. [silence]
65:00
Speaker 1
can you close that out if not alright so we're logged in yes go to ca okay so it should bring you back to the same screen now can we go to to troubleshooting again okay and then um go to report [silence]
66:00
Speaker 2
Yeah, I just put my email address and saved it. Whatever. At that point, I don't care. Alright, so I'm back up to-- Go back to CA. Okay. Okay.
66:00
Speaker 1
it has now an X mark Okay. All right. Um, can you please scroll up? Okay, scroll up and look for um, Internet Connection IPv4. okay And then, uh, what is the connection type? Is it automatic configuration? Yes. And do you see Internet address below? Can I have it, please?
67:00
Speaker 2
There's an x now in one gigabee. It does, yes. Yes.
67:00
Speaker 1
Okay, all right, that's a good thing. 'Cause that means the, uh, that, that parent node of yours is actually communicating now with the modem. Can you check if that computer is online? So try to open up a new page, and just leave that page open, check if you can go online, try to open any website. Okay, check the parent node, ma'am, what is the light? The parent node.
68:00
Speaker 2
Yes, let me open up another website. Solid red. [silence]
68:00
Speaker 1
the one which is right now connected to the by time right okay can we go to connectivity go back to the the links this I just go back to the links this page [silence] yes you may click okay on to troubleshoot and then click on connectivity okay and um look for firmware update okay now do you have the option to yes just click on update please so Dear Ma'am, when you checked the lights on the modem, was there the online light, was there an online light or uh the other was it turned on earlier? Okay. Yeah, I don't know why the uh the router was was not able to detect it earlier. Okay. We'll just wait for it. Uh yes. Yes. Just click okay.
69:00
Speaker 2
Yeah, the online, the power and the voice were all turned on. I just couldn't read. Yeah, I don't either. Now it says my router is rebooting. So I can hit okay then.
71:00
Speaker 1
Okay, so is the router still rebooting? Okay. What about the parent node light ma'am? Is it solid red?
72:00
Speaker 2
My computer saying waiting, so a must be. Um, it's already red? No, it's not red anymore. I mean.
72:00
Speaker 1
is it solid blue or solid green? blue. is it blinking or it's solid? [silence] okay, so uh, back to your computer. do you still have the page open, the link to smart wi-fi?
73:00
Speaker 2
So I would have to guess it looks like a three. Yeah, it looks like it's a light, maybe, I'd say blue. Nope. Now it's going to red. Solid red. Solid. This is an unexpected error. The firmware update did not complete successfully. Please try again. Oh, my God. So it did not update.I. [silence]
73:00
Speaker 1
connectivity still have that page open, right? And what did it say? Is it saying nodes are uptodate? So it says failed or what did it say? Did it get an error? So, um, do you have there the option to update again? Okay, can, yes, please.
74:00
Speaker 2
The page I have open is six activity. Yes. It wasn't able to update the firmware. It failed. Yes, it failed. Yep. It failed. Yep. Hit it. [silence] Edit it.
74:00
Speaker 1
Okay, so it did not update successfully. All right. Can you still, can you check ma'am if you're able to go online? Go online?
75:00
Speaker 2
[silence] the firmware update did not complete successfully. please try again later. we've encountered an unexpected error. if the issue continues, please visit our technical support site. and it did not. uh. yep, i can go online.
75:00
Speaker 1
Okay, can we go to, hold on. Uh, let's just type in WHW03. Just go to google.com. WHW03. And then, Linksys and then firmware. Okay, just search for that. WHW03, then space and then Linksys and then space and then firmware. Okay, it will give you search results. [silence] [silence] [silence] [silence] Are you still connected?
76:00
Speaker 2
W, what's that? Okay. W H W, W, W three links, links. Safari Safari Safari can find the server.
76:00
Speaker 1
Welcome to your network. If you click on the Wi-Fi icon at the top, you're still connected to Bell set up, right? Um. set up, what's that network again? Uh. 705- yes. So it still has a checkmark. Can we try to go to support.linksys.com? s-u-p-p-o-r-t.linksys.
77:00
Speaker 2
Yeah. Yeah. F-5. Yeah. [silence] Nope, cannot find the server. [silence]
77:00
Speaker 1
Okay, so we're not online. Can we, can we go back to the link sys page again? All right, you're still under connectivity, right? Can you cancel that ma'am? And go to troubleshooting? Click on reports. [silence] It's still waiting.
78:00
Speaker 2
Yup. Okay. Yes. Okay. Okay. Oh, it's telling me to wait now. I hope my landline doesn't die.
78:00
Speaker 1
try to refresh if it's not loading. do you have the option to refresh on your Safari? [silence]
79:00
Speaker 2
Yes, still saying waiting. How do you refresh it? I don't know how to do it if I do.
79:00
Speaker 1
Or just press enter when you click on the address bar. Just press enter. Yeah, that's okay. Just refresh that page. Yeah, just go to advanced, ma'am. Just go to advanced and then proceed. Same.
80:00
Speaker 2
Yeah, but the address bar says 192.168.1.1\UI\1.0.99.215389/dynamic/home. It's not even what I typed in. Oh, okay. Then it goes back to the link because why am I getting a warning? Why do I try to access my router settings in a browser? Oh my god. So advance won't let me do anything.
80:00
Speaker 1
Earlier. Are we connected? OHUO or to the other one? ffive. And right now, can we plug the power again on the parent node? Just 430 seconds.
81:00
Speaker 2
Yeah, same message as earlier, yeah Oh, my God Seven F five But it's all it's red All right Earlier though Okay, what else is be doing now? Yeah, I did. I plugged it back in. No, it's not. Looks like it could be like a purplish color. Um, it's yeah, it's hard to tell if it's solid or not. Let me see. No.
81:00
Speaker 1
It's solid red. All right, ma'am. Can we try to do this? Um, at the bottom of your uh parent node, let's uh press the uh reset button five times, okay? So let's uh do a five press. So um, yeah, five times. Do not press and hold it, just press it once, but do it five times. So, it's like press release, press release, press release. It's not even blinking.
84:00
Speaker 2
It's red, solid red. Yep. Five times. Okay, I did it five, yep, I did it five times. It's solid red. [silence]
84:00
Speaker 1
It stays it's has to, uh, it stays a, it stays a, uh, it stays a it stay solid, right? Not believe that. Okay, can we try to access the page again? Just back to the uh, your computer make sure you're connected to the SSID-7F5 network. Um, just go to HTTP colon slash slash 192.168.1.1. [silence]
85:00
Speaker 2
It, it, it it's not coming up at all. It's not coming up at all. Let me show off the light to the room to make sure. Yes, it is solid red. Okay, can you type acting the page again. Back through the uh, you're connected to the Seven 7F network? Yep. All right, what am I typing in? [silence] [silence]
85:00
Speaker 1
and advanced is not clickable again. It's not clickable. Okay. Uh, ma'am, here's the thing. I'm going to put you on hold for about three to four minutes. I'll just have this checked, okay? All right, just hold on.
86:00
Speaker 2
Why am I getting a warning when I try to access my router settings in a browser? It's not clickable. Yeah. It's not clickable. so I have a half hour. Yeah, it's 11 o'clock. 420. Okay. The problem you're dead causes me going to find out and sorry Tony huh we'll research it
86:00
Speaker 1
hello, ma'am. hello, ma'am. Yes, hi there. Thank you so much for patiently waiting, ma'am. I do apologize for the hold. Okay. Ma'am, yeah, I understand that, uh, yeah, uh, the, the connection is really unstable here. Um, sometimes we can access the page. Sometimes we're not able to do it. But, uh, aside from this laptop of yours, do you have other wireless device that we can work on? Like an iPad? Like a cell phone or anything?
95:00
Speaker 2
Speaker 1: Yes. Yes, hello. Uh-huh. [silence] I have an iPhone. I have an iPhone.
95:00
Speaker 1
you have an iPhone, just an iPhone. How about this one, ma'am? Can we try to disconnect? Let's just do this first. Can we try to disconnect the connection from the modem from the back of your parent node? And we will try to access the user interface again. Okay, if we're able to do it. For this particular device, maam, let me just check be for your number. Okay. Yeah, this is one of our end of life routers. Okay. So just to set your expectation. Yes. um
96:00
Speaker 2
Yeah, on iPhone. Okay, can you just answer one question for me? How old is this Linksys system that I have? So, it's on its last leg is what you're telling me.
96:00
Speaker 1
for for the Modder for the serial number itself it's actually uh the the ship date was um on March 2020. So it's around six years. Well that really depends okay um the uh right now uh we do have some of the latest uh models okay? And this this uh WHW03 is already out of warranty now it only has three-year warranty. So uh yeah we better um I mean getting a new router system a mesh system is another option for this because uh this is an older model okay um we do have a lot of issues uh with this one and
97:00
Speaker 2
Okay, so it's six years old. And how long should they last? [silence] Yeah. [silence] Yeah.
97:00
Speaker 1
you understand that right now we're having issues okay especially with uh we tried uh the the connection is not stable we even tried accessing the uh even the user interface i mean we're it's it's it's uh actually easy to access it but but right now we're having trouble accessing it it should not be that hard to access the uh the user interface of this router well i would recommend the uh mx series ma'am the uh that would be m for mary x for x-ray okay that would be m for mary x for x-ray 6200 [silence]
98:00
Speaker 2
Right. what, which one would you recommend? I'm sorry, can you say that again? They're making all kind of noise. They're being rude. And X 6200
98:00
Speaker 1
Yes, ma'am. It's a Velop Pro 6E. it's a tri-band Wi-Fi 6E mesh router. Velop. uh, let me repeat the uh the model number OK? so it's a Linksys MX for X ray sixty two hundred. Okay, yes, that is Linksys MX six two hundred. So that's what we call the Velop Pro V-E-L-O-P Pro 6E. It's a Wi-Fi 6E mesh router now. 6E.
99:00
Speaker 2
It's a, okay. I'm sorry, but you're going to have to repeat that. It's, it's a Bil what? Okay. Okay. Oh, okay. Belopro, Belopro 16.
99:00
Speaker 1
So you can actually yeah, you can actually get one of these from Amazon or Best Buy or from any local store. Yes, ma'am. It's a mess router. Yeah. It's just the same as the uh oh that is the modem, the one from the one from Spectrum that's a modem, it's not a router. Your router is the one from, uh, Linksys. Yes, they are routers, ma'am. Yes, uh, it's actually a set. Um, there is a package, uh, there is a set of three, so three nodes.
100:00
Speaker 2
Okay. And we and that's a router? But if. But we have our router through our Internet. No, no we don't. Have spectrum on there. Yeah. We need a mouse. Okay. And that's what those pods are routers? No. Okay. And would we need more of those parent and child pods to go with this?
100:00
Speaker 1
In a in a in one package so you have uh for this particular model, ma'am, uh because this this covers up to 3, 000 sq. ft. per node. Okay, so I think um that will cover your that it covers that that's good for your network. I mean that's good for your home setup. Yes, um yeah, I think the uh the connection is really not stable. So, I really do apologize for that Miss Speaky. Even accessing the router is is a hard time for us to do it. So, I really appreciate your time and your patience working with me, but um I'm sorry for being a. I know. Well, for for this particular node, ma'am, the MX6210, it's just it will just cost you more than a hundred bucks. So for for three nodes. Yes. So, anno yeah. It's not that expensive. Yeah. an UH. Yes, thank you so much for your time, ma'am. And thank you again for calling Linksys. You do have a great night. You take care, Ms. Vicky. Yes, bye-bye. anno
101:00
Speaker 2
Yeah, that's a huge waste of money. Yeah, I appreciate your time. Now, is there any discounts available that they're offering right now? I'll find that brand. Okay. Okay, all right, I thank you very much for all your time tonight, and I wish we've been able to get this situated. But since we cannot, I guess we'll have to look into purchasing another system then. So thank you very much. I appreciate it. Thank you so much for your time, ma'am. Yep. Thank you again for talking to us. You too, have a great night. Thank you too. Okay. All right, bye. Bye bye. [silence]
102:00