V2 Rubric Detail — b4f979e2-6ede-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 08:37
Duration
52m 56s
Contact
Paul Harrison
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134404
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Ring Doorbell 3 won't connect to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall50.9% (-5.1)

V2 Grader Summary

The agent demonstrated ownership and empathy but failed to resolve the Ring doorbell connectivity issue. Troubleshooting was disorganized and lacked proper tool use (e.g., remote session), resulting in high customer effort and no resolution. The conclusion that the issue stems from the obsolete Ring Doorbell 3's firmware is accurate and appropriately directed the customer to Ring support.

V1 Case Analysis

Ring Doorbell 3 (error P007) unable to connect to SPNM62 Wi-Fi. Agent guided customer through Incredible-WiFi UI to change security mode, channel, disable 5GHz, and rename SSIDs. Customer could not locate channel/band controls. Issue persisted; advised to contact Ring support.

Troubleshooting Steps
  • Accessed router via 192.168.1.1 and navigated to Incredible-WiFi tab
  • Toggled Quick Setup off
  • Changed security mode to WPA2/WPA3 Mixed Personal
  • Attempted to set 2.4GHz channel to 6 (customer could not locate option)
  • Attempted to disable 5GHz band (customer could not locate option)
  • Renamed SSIDs for 2.4GHz and 5GHz
Key Observations
  • Agent failed to confirm the router model (SPNM62) early, leading to incorrect UI navigation guidance.
  • Customer could not locate channel and band toggle options, indicating the agent's instructions did not match the SPNM62's LinksysNOW UI (per spnm_wireless_ui_guide.md).
  • Agent spent excessive time on hold and repeated changes without validating UI access or outcome.
  • Contradictory information was given about the Ring Doorbell 3's band compatibility (initially treated as 2.4GHz-only, later claimed dual-band).
  • No verification was performed to confirm whether changes were saved or applied (e.g., 'processing' state).
Positive Highlights
  • Attempted multiple configuration changes (security mode, channel, band disabling) to address connectivity, showing persistence.
  • Maintained a polite and patient tone throughout the call.
  • Correctly identified that firmware or compatibility with Ring may be the root cause after extensive troubleshooting.
Agent Errors / Gaps
  • Did not confirm the router model (SPNM62) until late in the call ([07:00]), despite needing model-specific guidance for the Incredible-WiFi UI.
  • Provided navigation instructions (e.g., 'look for channel', 'toggle off 5GHz') that did not match the SPNM62's documented UI, where band controls are not directly visible under 'Incredible-WiFi' without disabling Quick Setup properly (per spnm_wireless_ui_guide.md).
  • Failed to verify that the customer could see the requested UI elements before instructing changes, leading to repeated confusion.
  • Gave conflicting information about the Ring Doorbell 3's band compatibility ([37:00]), which contradicts common troubleshooting for P007 (typically a 2.4GHz-only issue).
  • Spent excessive time on hold ([02:00], [19:00]) without confirming progress or providing updates.
  • Did not confirm whether changes were successfully applied (e.g., 'processing' state) before moving to the next step.
  • Incorrectly assumed the 5GHz band could be toggled off independently, despite the SPNM62's UI constraints (per spnm_wireless_ui_guide.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the Ring doorbell connectivity issue and ultimately directed the customer to contact Ring support without achieving a working connection.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed multiple configuration changes (security mode, channel, band toggling), but steps were disorganized, lacked clear purpose, and did not follow a logical diagnostic sequence.
R3 Met Correct resolution path conf 95%
Agent correctly identified the likely root cause as a compatibility/firmware limitation of the discontinued Ring Doorbell 3 and advised contacting Ring support, which is the appropriate resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent confirmed the error code (P007) and asked if the phone was on 2.4 GHz, but failed to ask key diagnostic questions (e.g., distance from router, firmware version, prior successful setup).
T2 Not Met Appropriate tools / resources used conf 92%
Agent relied solely on customer-reported UI observations despite repeated confusion; did not initiate a remote session (e.g., via linksyssmartwifi.com) to directly view the router interface, which was clearly needed.
T3 Partially Met No misinformation conf 87%
Instructions to change security mode and channel are technically valid, but agent incorrectly claimed Ring Doorbell 3 is dual-band compatible while simultaneously stating it uses old Wi-Fi standards, creating contradiction.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations and used holds appropriately, but long silences, repetitive instructions, and failure to regain control after customer confusion reduced call efficiency.
C2 Partially Met Confirmed understanding conf 86%
Agent used terms like 'Incredible-WiFi' and 'toggle off' without confirming understanding; customer repeatedly struggled to locate UI elements, indicating poor adaptation to customer's technical level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call for over 50 minutes, did not transfer, and took full responsibility for troubleshooting the issue.
O2 Partially Met Proactive follow-through conf 84%
Agent provided next steps (reconnect devices, contact Ring), but did not set a timeline or offer a callback, leaving customer without follow-up structure.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was performed and none was warranted — agent appropriately handled the case to its logical conclusion given the device incompatibility.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent repeatedly apologized ('I really do apologize') and acknowledged the frustration of dealing with an obsolete device, showing genuine empathy.
X2 Partially Met Tone & rapport conf 83%
Agent matched the customer’s polite tone but used a rigid, script-like cadence and failed to adjust pacing despite customer’s repeated UI navigation difficulties.
X3 Not Met Overall experience conf 90%
Customer had to refresh pages, re-enter settings multiple times, and reconnect devices repeatedly due to SSID changes, significantly increasing effort.
Call Transcript86 turns · 91 lines
Speaker 1
Sure. Do you call me? Hello, Josh. I don't know where you are speaking to about ten minutes ago, Paul Harrison. I tried that. I tried that and I still get exactly the same fault code come up which is a connectivity problem. It's on my phone or my iPad. I've tried it on both. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I think I've recalling links my name is Josh. How my assistance you today? Uh, yes sir. Oh, yes sir. Yeah. I remember. Uh huh. I see. Uh, just to confirm, is your app in order for this to manage the doorbell is on your phone? Uh huh. And how about this one sir? Mhm Can I? Uh huh. Uh huh. So, just confirm when you tried to connect this doorbell to the network. Is your phone currently connected to the 2.4 as well?
00:00
Speaker 1
Yes. It says P7? 07. The doorbell gives me a code of P7. 07. which indicates a Wi-Fi connectivity or set up failure between your ring device and your router. Now it can't detect it
01:00
Speaker 2
And I'm sorry, sir, what was, again, the error message when you tried to connect the doorbell to the network? Sorry, it was the P007. 07. All right. So that's the -- Thank you. Mm hmm. Hmm. Got this one, sir. However, just to confirm, the Ring doorbell is now able to detect that 2.4 band, correct? It can't detect, I see. So may I have the model number of this Ring doorbell as well?
01:00
Speaker 1
uh it was a written bill three uh yeah well well to that since we've changed the to 2.4 pardon thank you
02:00
Speaker 2
All right and also this is the first time that you are trying to connect this doorbell to the network. All right. All right. So I'm going to put the call on hold for two to three minutes. I just need to double check my resources regarding to this one. You're most welcome. [silence] Hello, sir. Thank you for recently joining.
02:00
Speaker 1
Yeah. I can't hear you. Can you hear me? Hello? It's just the back in charge. It's showing that the Wi-Fi is not working. It's not working. It's the fourth port. Because it's the charger in the name of it,
07:00
Speaker 2
Yeah, I'm sorry, sir. Your voice is cutting in and out. Oh yeah. I can. Uh, your voice is... oh yeah, I can hear you fine now, sir. So, mm. Oh. Uh huh. mm hmm. So, yeah, for this one, sir, uh, I'm gonna set your expectation regarding with this Ring doorbell, that it won't connect to the network, okay? Uh, the thing is, we actually have multiple cases here regarding with the issue. Like the same issue or the same situation that you're currently having. So, uh, the thing is, the, the main
07:00
Speaker 1
Alright.
08:00
Speaker 2
The main issue or reason why this ring doorbell is kind of having a hard time connecting to the network has to do with, this device sir, the ring doorbell is still working on an all Wi-Fi standard which might be contributing to the compatibility issue with the router, however, we can still like have access to the web user interface of the system, and then we will try to optimize the Wi-Fi settings. However, sir, uh-huh, however if none of the workarounds work i'm afraid you you really need to contact the ring doorbell support and then have them ask if there's uh new firmware updates for this ring doorbell so that it will be compatible with the latest routers right now. Mhm. So, however, sir, uh don't worry sir, we can still try to optimize the wireless settings on your router [silence]
08:00
Speaker 1
Right. All right. So right. Hang on here. Um I forgive remember um I remember that there. Hang on. So that was on the Chrome was it um um
09:00
Speaker 2
to see if it helps our situation. So yeah, on your iPad, sir, kindly re access again, the 192.168.1.1. No worries. Yeah, kindly open Chrome and then enter the, the IP address. Please don't just clear. Okay.
09:00
Speaker 1
to menu yeah Yep. Yep, I'm on that quick yeah yes yes WPA 2 personal you want me to change the name of it yeah
10:00
Speaker 2
Yes, sorry, so kindly press the menu icon and then go back against the document, the incredible Wi-Fi tab. Okay, so yeah, under Wi-Fi, since the quick setup has been toggled off. So yeah, can you see the security mode under the 2.4 and 5 GHz band? Is the security mode currently set to WPA2 personal? Can you set them to WPA2-WPA3 mix personal?
10:00
Speaker 1
Oh, what was it? WPA2 slash WPA3 mixed personal. okay done that press save just processing at the moment still processing right change change is saved what do you want me to do now
11:00
Speaker 2
Yes sir, that's security type or security mode. Uh that's slash mix that's correct. and then make sure to press yes sir, and once the security mode has been saved look for the option there or the the channel got it, no worries, uh, the transmission rates from 2750 a 22 21 and 20 and that's normally gone
11:00
Speaker 1
channel channel Ugh. No. It hasn't got anything saying channel on this page. No. No, there's nothing. I'm still on the incredible I'm on the incredible wifi. Yeah. Yes. No. No. No. All I've got is wifi name, wifi password.
12:00
Speaker 2
and it says Channel right at the bottom of the fields. What about Channel Width? A just to confirm. A nor just just confirm, are you still on. However, you can still see the security mode, correct? A so under security mode, there's an option there or you should be able to see the wifi mode, correct? I grant.
12:00
Speaker 1
I'm going to...She goes guest guest Wi-Fi and guess password.How do I minimize this screen?Well, there is nothing else on this screen.Yes.Yes [silence] [silence] [silence]
13:00
Speaker 2
[silence] that the screen is on zoom. So can you like minimize or zoom out this screen, sir? Because there should be an option there that says Wi-Fi mode, broadcast SSID, channel width and channel. I just you may just drag the like on the screen, just [silence] point your finger on the screen and then try to spread out. I see. Uh just confirm you're still using your iPad, like when we access this. Uh I see. Can you try to reload, sir, or refresh the page instead?
13:00
Speaker 1
All right. I refreshed it. No, there's nothing there. Do what? Sorry. Yeah, no, I can't see that on my screen. [silence]
14:00
Speaker 2
And let me know if still you cannot see the Wi-Fi mode broadcast SS ID or the channel with option. I see. Can you still see the A icon, like located on the upper left panel on the browser? Double A, like A A, lowercase A and then upper case A. All right. All right. So how about this one, sir? Kindly close the Incredible.
14:00
Speaker 1
is that that? Re-open it, yeah? Is, is blue? Oh, right. Okay. That's all right. But we, what, what we're looking for? We're on, right, yeah? Super four, man. Yeah, I've got channel width. Yeah. That's just on the channel, yeah? Not channel width. Oh, right.
15:00
Speaker 2
uh and yeah yes sir and make sure the quick setup is still toggled off oh kindly toggle it up sir yeah sorry uh it was my bad as well I assumed that it was on already off so yeah so I assume yeah and look channel yeah look for the channel under the 2.4 band uh yes yeah I kindly press the edit button on the channel field not the channel with and then for the channel kindly set it to 6. that's correct
15:00
Speaker 1
on the channel. Press that. Yeah. And what do you want me to do? Because it's on auto. 906. Yeah. Press okay. Save. Processing. Oh, it's processing. Just continue. This is processing. Okay. Right. So what do we do now?
16:00
Speaker 2
Select your number six yeah select your yes and then again press save once the new channel sorry once the new channel has been saved kindly toggle off the 5 gigahertz band so for now we are going to turn off the 5 gigahertz kindly turn off or toggle off the 5 gigahertz band [silence]
16:00
Speaker 1
Nothing's showing me on here, anything, the about five gigahertz.
17:00
Speaker 2
Oh, uh, beside. Yeah, and make sure the quick setup is still toggled off, correct? Yeah, kindly turn it off. Yes, kindly turn it off, and then press save again. All right. Thank you so much for that one.
17:00
Speaker 1
still processing. right, okay, sorry. right, it's stop processing now. what do you want me to do now? go back on to me? all right. what do you want me to do? do you want me to call you back? you sure?
18:00
Speaker 2
Self-processing. But that's fine. Sir, you can also like on your iPad, kindly go to its Wi-Fi settings again, and then check if that, 5 gigahertz ban is no longer broadcasting, because it could be possible that the band has already been turned off. Okay, great. So kindly try now to reconnect the ring doorbell to that 2.4 band, and then let me know if you're still getting the same issue. All right. And no need, sir, I'm gonna wait for you. [silence
18:00
Speaker 1
Okay, I can do it right now. [silence] Yeah, go ahead then. Cheers.
19:00
Speaker 2
Yes sir. Uh huh. No worries. Also sir, while you are trying to connect the Ring doorbell to the 2.4 again, I'm going to also like put the call on hold for 2 to 3 minutes, okay? Alright, thank you so much. [silence]
19:00
Speaker 1
Yeah, just trying to connect now.
21:00
Speaker 2
Um, hello, Sir, how's it going there? Uhuh. Got that one. Sir. And again, kindly take your time.
21:00
Speaker 1
No, it's gone back straight. ring doorbell could not connect to the Wi-Fi. Same code, p707. I'm back on the incredible one like. Quick, yeah, that's off. Yes. Yes. [silence]
22:00
Speaker 2
I. see. got that one, sir. So, on your iPad, can you go back against to the incredible Wi-Fi tab? Like, no worries. Make sure to toggle off again the quick setup. Uh-huh. And you may now turn on the 5 gigahertz band. Uh-huh. And for the security mode, kindly set up again to WPA2 slash WPA3 mix personal.
22:00
Speaker 1
WPA2 did you say? yeah, it's all right. Mixed personal. It's already on now. channel. channel 4. yeah, 42427, that one, yeah? Okay. Press save.
23:00
Speaker 2
Speaker 1 yeah PA2 and a3 personal or or I yeah makes okay great. So So for the channel for the 5 G Hertz band, I generally select it or choose 44 like channel 44 and then press OK. 44. 44, like double four 44. Yeah, that one. That one. And no, not yet Sir. So let's try the Father I select and it's turned off the 2.4 band.
23:00
Speaker 1
turn it off yeah yes just processing all right
24:00
Speaker 2
Yeah, that's 2.4, okay, just that's 2.4. Uh-huh. And then press save. Uh-huh, got that one. So actually, sir, upon double checking my resources, this uh Ring doorbell 3 is also compatible with the 5 gigahertz band. So that's the reason why we just turn off that 2.4 so that we can isolate uh if this uh device will connect to the 5 gigahertz or it will be experiencing the same issue. Uh-huh, sir. Regarding with this issue again, rest assured that there's there's nothing wrong with this linksys devices, sir. It is just that uh the Wi-Fi is
24:00
Speaker 1
All right. Right. Well, I've only got two devices anyway. That's two tellies. All right, okay. Yeah. This is still progressing.
25:00
Speaker 2
Standards of this ring doorbell is like still using the older version, and that's the reason why it is having a hard time communicating, yeah. And also, sir, I'm going to – just to verify us still. So all your devices are able to connect to the system except for this ring doorbell, correct? Yeah. Yeah, for for this one, sir, yes, if the if issue again persists, like even though we just uh turn off the 2.4 band and already optimize the Wi-Fi settings by changing their security modes and uh Wi-Fi channels, uh I'm afraid you really need to contact again the Ring doorbell support and just add them or ask them if there is new available firmware for this one – or this specific year. All right. So,
25:00
Speaker 1
I don't know, I can't see it because I got a screen that says processing. Um. On my phone I've still got pool 2.4. Right root.
26:00
Speaker 2
Yeah, so what about on the web user interface? Has the new channel for the five-year has already been saved? Press the save button. All right, so you may also like, again, check on your, like, on your iPad or phone if the name of the 2.4 Which is the Paul 2.4 has already been, sorry, has already been disappeared. Because if that's the case, it means that the 2.4 band has already been turned off. Got that one. And also, however, on the web user interface, like, under Incredible Wi-Fi, there is still like the procession. So.
26:00
Speaker 1
this here root root not found you are not connected to the router your phone in the iPads connected to the to it yeah we know it doesn't show community fibers is 2Paul 2.5 it's off chris is on their root or not found
27:00
Speaker 2
All right, so, yeah, kindly reconnect your iPad or your phone to the 5 GHz, and so the community fiber. Correct. Okay, great. I see. However, on the web UI, like under incredible W-Fi, did you already turn off or toggle off that 2.4 band? It's off.
27:00
Speaker 1
I'm and try again. My my iPad is connected. Yes, perfect.
28:00
Speaker 2
So kindly reconnect your iPad to the 5B hertz network. So the reason why the we're getting that error message is your tablet, sorry, your iPad has been disconnected from the network. So, for now, kindly reconnect this iPad to the network. Oh, can you toggle off and on its Wi-Fi sir, like on your iPad? All right. Thanks so much for that one. And on the incredible Wi-Fi, that's support4ban is still
28:00
Speaker 1
Yes. I can't connect to the 5 gigahertz fan because he it's gone. It's not there no more. You mean a community fire, but don't you? Well, it's not there. It's not there because we've changed the name to pull. Haven't we? I don't know. I just did what you said. [silence] Yeah. Wi-Fi name pull too.
29:00
Speaker 2
oh about yes sir the community fiber it's not showing there. Oh so you also changed the name for the 5 gigahertz band all right no worries sir so no so yeah since you are still under the incredible Wi-Fi uh for the 5 gigahertz you should be able to see the Wi-Fi name correct.
29:00
Speaker 1
hi. Right. My new name is Paul Yeh. Yeh. Five Yeh. Paul underscore five. Yeh
30:00
Speaker 2
Yeah. I see. Uh, can you change the name to, instead 2.4, type in five gigahertz or five. So, the new name for the five gigahertz band is Pole underscore five. Alright. And then press, and then press save. Yes, sir. That's correct. Uh huh. Thank you so much for that one. And again, after 30 seconds or a minute, uh, finally reconnect your iPad to the new name of the 5 gigahertz band mm-hmm. That's fine. Sorry, let's wait for another minute just to make sure. Hello sir, how's it going there? Ah, it's possible that your iPad has been disconnected from the network, so, pronouncer on your iPad kindly go back again to its Wi-Fi settings and then check if it can already detect the new name of the 5G band which is pole__5.
30:00
Speaker 1
Yeah. All right, connected with your office.
33:00
Speaker 2
mm-hmm mm-hmm and then yeah just reconnect your iPad to the 5G Hz band and same goes for your phone all right thank you so much for that one and then kindly connect your phone as well to the new name of the 5G Hz band and then try to connect the ring doorbell again to the network
33:00
Speaker 1
All right. I'll go and uh connect back up again, here. can't receive any data from Hello, Josh. Yeah, she's not showing me the Wi-Fi for the phone. the polls not coming up. No, on the iPad. on the iPad. [silence] Yes.
34:00
Speaker 2
Yes sir I'm still here on your phone or when you try it on the IPad how far is this yes okay I assume you are currently config your I phone and you're getting
35:00
Speaker 1
yeah yeah yeah I know it's paraphrami yeah and it's right next to the router anyway it's not I can't see the wifi name when it saying connect yes it's not coming as you said here can't find your network please make sure to write is powered on let me refresh. less than two foot just through the window. okay reconnect up again
36:00
Speaker 2
Uh-huh. On the location where's the ring doorbell. Correct? [silence] Uh-huh. And [silence] Uh-huh. When you try to like yeah, try to connect the ring doorbell on your [silence] Uh-huh. Uh-huh. Uh-huh. [silence] and how far is this [silence] Yeah, how far is this ring doorbell from the lantis router? [silence] All right. uh [silence] Yeah, I tried to turn off and on or sorry. uh first close or quit the app for their ring doorbell and then try to connect it again, sir and just let me know if this persists. [silence] Yes, sir. So, yeah, kindly quit or first close the ring doorbell app, reopen that, and then try to, yeah, connect the ring doorbell again. And let me know if you're still getting the same issue. [silence] Uh because upon checking here, sir, like, on the ring doorbell website, it says here that this ring doorbell or doorbell 3 is compatible with dual band. So that means that it should be able to see the 2.4 and 5 gigahertz bands. Yes, sir. And I, I'm I'm gonna also set your expectations, sir, that actually this product has already been discontinued. So, yeah, I'm, uh, I'm afraid [silence] we might encounter some issues when using product. Yeah, and let me just crosscheck the [silence] doorbell 3, the, uh, [silence] cause you, even though you use the end, even though you installed them into the new house [silence] so, let me just [silence] check [silence] [silence] [silence] so [silence] [silence] doorbell, the doorbell 3 actually has already been ceased manufacturing and sale [silence] over 10-15 months ago, but rest assured that the features will still work. So, and do let me know if any update, okay? Sir? Okay.
36:00
Speaker 1
All right. Searching for Wi-Fi networks. [silence] No, it's definitely not there. [silence] Wait. [silence] Let me log in there. [silence]
38:00
Speaker 2
Yeah. Um, so, yeah, The Ring doorbell should be able to see the 5 gigahertz band as well. It's again, it is dual band Wi-Fi. So it doesn't matter if if we're going to connect it to the 2.4 and 5 gigahertz band. I see. I see. Got that one sir. All right. So, uh, can you go back again to the like on your iPad, sir, can you go back to the incredible Wi-Fi because we're going to enable or re-enable the 2.4 band? Um, No worries. Oh, yeah. Uh-huh. That's fine.
38:00
Speaker 1
yeah right. I'm back on the incredible
39:00
Speaker 2
just let me know once you are back on the incredible Wi-Fi screen. [silence]
39:00
Speaker 1
Turn it on. Yeah. Right. That's back on. For safety. Uh, I think I'd like to put it back to exactly how it was before when I started.
40:00
Speaker 2
[silence] off the quick setup, and then toggled on the 2.4 band? Yes, sir. Sir, so since we have isolated the issue, sir, that when we say isolated, that means that there's nothing wrong with the Dell Next device, including your iPad and phone. So again, it has something to do with the firmware or compatibility, since this, again, ring doorbell 3, it still uses the -- old Wi-Fi adapter. [silence] So would you like, again, to set the or merge the 2.4 and 5 gigahertz band, like giving them the same name or the similar network name? [silence]
40:00
Speaker 1
Yeah. Yeah. So I just put it back to what was on that card that they gave me, yeah? Right, so it looks like then I'm going to have to get in touch with Ring, doesn't it?
41:00
Speaker 2
yeah actually sir yeah that's fine so as long as that 2.4 and 5 Hz has the same wifi name so yeah you may now input the community fiber 10g I'm afraid that's the default name yes sir that's correct and again said uh both the 2.4 and 5 Ghzib this should have the same name uh yes sir you really need to contact the ring support for this one and as I mentioned earlier sir I'm afraid that this uh doorbell ring or the Gen 3 doorbell is already one of their obsolete or End-of-Life devices there because I'm actually on their website and it says here that the product has already been discontinued and that might.
41:00
Speaker 1
All right. Okay. Okay. Okay. Okay. Okay. Okay. Okay. All right then. Okay then just okay, I'll check you in a minute. Right? I'm just changing the name at the moment.
42:00
Speaker 2
Well, so, Yeah, I really do apologize for this answer, And, Yeah, kindly make sure to contact, and just ask them if there's an available firmware for this device to be able to connect to the newer routers. That's fine, so don't worry. I'm going to wait for you. So I just want to make sure that all settings on the router has been back to the way it was. However, you may leave the channel for the both two and four.
42:00
Speaker 1
[KEEP_UNCERTAIN] I'm just putting this nine. Do I have to type in the whole of that name, community file? Oh, OK. Right, so the name doesn't mean nothing really then, does it? Right. Oh, I see what you mean. Right, community type uh 10 gig underscore
43:00
Speaker 2
Five gigahertz to channel six for 2.4 and 44 for the five gigahertz. Same goes for the, mm-hmm, same goes for the security modes, since those are the, recommended settings for the, the system. Mmm. No worries. Yeah. However, you can also, like, uh put your first name instead. So instead you, inputting the 2.4 or 5 GHz, you can just, uh name it Paul Harrison, like your first and last name, or any, uh or any names. Mmm. Yes, sir. As long as both bands have the same, uh names.
43:00
Speaker 1
I could do both them is to 2.5 and the five in it.
44:00
Speaker 2
That's the correct. And once you have personalized both names for the 2.4 and five gigabertz band, just make just press save or apply and then make sure to enable the quick setup.
44:00
Speaker 1
It's so awkward when you can't see what you're writing and put it in wrong.
45:00
Speaker 2
Oh. Hey. Just to confirm that's for the Wi-Fi name, correct? I see. Uh, you should be able to see the one that you are typing like the characters. However, for the password, yeah, you really need to tap the E.
45:00
Speaker 1
Yeah, I've done both the 90 process. [silence]
47:00
Speaker 2
Uh, high sir, are you done like changing the wi-fi names for both bands? Thank you so much for that one sir. And yeah, after 30 seconds or a minute, kindly go back to the wi-fi settings like on your phone and your iPad and then check if they can already detect the new name or the previous name of the device. [silence]
47:00
Speaker 1
Still processing, so it's a long time process, doesn't it? Oh.
48:00
Speaker 2
It could be possible, sir. The reason why we're seeing the still processing is because your iPad has already been disconnected from the network. Since, again, we just changed the name. So on your iPad, again, can you go to its settings or Wi-Fi settings. And then check if it can already detect the new name, the network.
48:00
Speaker 1
a thousand times since I've got right the boat, the boat, the phone and the thing is connected now to it. Yes. Okay. And there's nothing else we have to change.
49:00
Speaker 2
Yes, no, Sister. Rest assured that this should be the last time that you are going to input or reconnect your devices to the network since we are no longer or we will no longer be changing the name again for the system. So the reason again why we just like separated the bands is for us to isolate and also one of the works rounds for this device. All right, so yeah, that should do it, sir. That should be sure again that your links nodes or devices are working properly. And again, this has something to do with the ring doorbells. Since again, sir, these ring doorbells still uses the old Wi-Fi technology. So again, you can still have your connections for the rest of your devices since this is the last time you'd be disconnecting your devices.
49:00
Speaker 1
with these channels or nothing hope it's difficult for the for the 2.4 he's on 4.2 but on the five bound it's just it's just saying channel widths auto and channel auto it both says auto and and hang on hang on you
50:00
Speaker 2
Yes, yeah you can leave the channel six for the 2.4 and 44 for the 5 GHz, man and what about the, and what about the channel auto? All right since the 5 GHz is on auto you may now back the channel for the 2.4 to auto again and then just press okay and then save. However, for the.
50:00
Speaker 1
don't. right. so from the 2.4, yeah, 2.4 channel, you want me to change that one? Also, yeah, yeah. and then so they're all on auto now. ye? so the 5GB as well is on auto. but, yeah. Yep. channel width auto, channel auto. Yep, and then just press save, yea? [silence]
51:00
Speaker 2
Sorry I'm sorry, I do apologize me.
51:00
Speaker 1
Well, I think that's it then, then? No, that's a lot, man. That's a lot. All right, then. All right, take care. Bye-bye. Bye. All right, cheers.
52:00
Speaker 2
so for the like the new channel for this two point four has gone back to auto and yeah that should do it, sir. And again, I really do apologize for this one, sir. And you have my, all right. So you're most welcome, sir. And thank you again for calling links again. You have a great day. Bye for now.
52:00