V2 Rubric Detail — b61fca28-75b0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 00:55
Duration
129m 48s
Contact
Mark Abate
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135584
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication0.00/5
Ownership1.79/5
Escalation0.00/5
Customer Exp0.00/5
Overall19.7% (-2.3)

V2 Grader Summary

The agent performed a series of disorganized troubleshooting steps but never restored internet connectivity or identified a hardware fault. No escalation or clear next‑step plan was provided, and the customer remained frustrated with repeated attempts. Consequently, the call ends with an unresolved issue and a clear ownership gap.

V1 Case Analysis

Customer reports MX6200 parent node stuck on solid red LED, no internet. Agent provided incorrect URLs, misused 5-press method, and failed to verify WAN connection or firmware updates. Follow-up scheduled but issue unresolved.

Troubleshooting Steps
  • Collected model and serial number.
  • Asked customer to check Wi-Fi icon and run ipconfig.
  • Attempted to access router admin page via incorrect URLs (liswifi.com, lensmartwifi.com).
  • Guided customer through a 5-press reset (incorrectly described).
  • Suggested power-cycling and swapping nodes.
Key Observations
  • Agent provided multiple materially wrong technical instructions, including directing the customer to non-existent domains 'liswifi.com' and 'lensmartwifi.com' instead of the correct local URL (192.168.1.1 or myrouter.local).
  • Agent fundamentally misunderstood the 5-press method, describing it as a reset that erases settings when it is a diagnostic escalation that does not affect configuration.
  • No clear troubleshooting flow; agent repeatedly asked for the same diagnostics without acting on results, creating loops.
  • Agent failed to identify the parent node correctly or verify its WAN connection to the T-Mobile gateway, a critical first step for a red LED issue.
  • Agent did not verify or enable automatic firmware updates, which could resolve hardware faults.
Positive Highlights
  • Agent captured the correct model number and serial number from the customer [01:00, 03:00].
  • Agent attempted to guide the customer through basic network diagnostics (IP config, pinging the router).
  • Agent scheduled a follow-up call rather than ending the call abruptly.
Agent Errors / Gaps
  • Directed customer to 'liswifi.com' [105:00] and 'lensmartwifi.com' [107:00], which are incorrect and not valid Linksys domains. This is a severe accuracy failure.
  • Misrepresented the 5-press method as a factory reset that erases settings [61:00], when it is a diagnostic escalation that does not clear configuration. This contradicts universal_5press_models.md.
  • Failed to guide customer to use the direct UI workaround URL (http://192.168.1.1/ui/local/dynamic/index.html) for blank screen issues, despite the router being inaccessible. This violates universal_admin_ui_blank_screen_workaround.md.
  • Did not verify or enable automatic firmware updates, which could resolve hardware faults. This violates universal_firmware_update.md.
  • Failed to follow escalation protocol for a solid red LED after reset, which requires escalation to Linksys support per universal_escalation_guide.md.
  • Did not confirm the parent node's WAN connection to the T-Mobile gateway before attempting router-side diagnostics, a critical omission for a red LED issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call with red lights and no internet; agent never restores connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent walks through power cycles, IP‑config, attempts to access 192.168.1.1, password reset, and node resets, but steps are disorganized and never lead to a solution.
R3 Not Met Correct resolution path conf 90%
Agent never determines whether the hardware is defective, never offers an RMA, and does not follow the proper path for a likely hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies red LED and lack of internet, asks for model/serial, but fails to ask key questions (e.g., ISP credentials, WAN status) and does not isolate root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent uses appropriate tools: Windows CMD ipconfig, attempts to reach the router UI, uses recovery key for admin password reset.
T3 Not Met No misinformation conf 95%
Agent incorrectly instructs the customer to use the 5-press method to 'clear out the air' or as a general reset (61:00). Per universal_5press_models.md, this is a diagnostic escalation tool for engineering, not a standard reset or pairing method for the MX6200 unless firmware is ≤ 1.0.6. Additionally, agent failed to provide the direct UI URL workaround for the blank/loading screen issues described by the customer (57:00), which is required per universal_admin_ui_blank_screen_workaround.md.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks clear framing, no summary of steps, long silences, and no timeline; agent drifts between topics without keeping control.
C2 Not Met Confirmed understanding conf 90%
Agent uses technical jargon, repeats instructions without confirming understanding, and does not adjust language to the customer's confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stays on the call and attempts many fixes, but does not take full ownership (no case note, no follow‑up commitment until the very end).
O2 Partially Met Proactive follow-through conf 80%
Agent eventually says they will call back the next day, but no concrete timeline or clear next‑step documentation is given.
O3 Not Met Closure confirmation conf 90%
Customer mentions prior calls; agent never references prior case number or history, treating it as a new issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue persists after extensive troubleshooting; a hardware fault is likely and should have been escalated, but no escalation occurs.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, despite the need; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent provides procedural instructions without genuine empathy; no acknowledgment of the customer's frustration.
X2 Not Met Tone & rapport conf 90%
Tone remains flat and script‑like; agent does not adapt to the customer's repeated confusion or frustration.
X3 Not Met Overall experience conf 90%
Customer is forced to repeat information, run multiple commands, and perform many resets; the agent adds unnecessary complexity.
Call Transcript219 turns · 237 lines
Speaker 1
Yeah, my name is Mark Abate, J-A-B-T-T-E. And, um, just to let you know, I have three Linksys routers that are the, 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-warren product, Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Karina, how may I help you?
00:00
Speaker 1
where i'm looking for the model number mx 6200 and i have one oh they're all mx 6200 the one's a gray velop set up 160 the other one velocity set up 199 the two that i have in front of me what's going on is um the white the one's white one's gray well the white one i've got a red light that went white and then stayed red went to red and stayed red it didn't go back to being white so um i'm trying to get it so that it goes white so i can then turn on the other three um routers that i have a total of four. So i want to turn all four of them on but um since the the first one's staying red that's why i'm trying to get it to get cleared out with you guys.
01:00
Speaker 2
okay. so. yeah. ok. I'll just go on to them. okay I'll I'll learn coming home with them. then I'll test this one please. trust more. yeah. ok. so basically right now your concern is that no internet connection.
01:00
Speaker 1
well yeah well I have I I have internet connection with the one I mean I'm connected to the internet because I went online to get your phone number but I the other I was under the impression because the light is not white it won't connect to the other nodes the other three nodes and right now I got no internet out at the TV I've only got it in like the local room where my my computer's at that's red that one's red No I've called you guys several times usually with the same problem with the red light
02:00
Speaker 2
because the LPF is right? is connected to your provider, right? connected to your provider? okay. So, um, okay, so the parent node the main node which is directly It is directly connected to your provider. Okay. Um, soIs there is Network it main network? okay. alright. have you got link yeah that before? So, This is the first time and
02:00
Speaker 1
yeah sure nine zero nine two nine seven six five five five Yes ma'am. Okay. Got it. Uh it's five eight W as in Lake William, one zero M as in Mark, two seven D as in uh dog, zero six, four nine two. Yes ma'am.
03:00
Speaker 2
okay. Can I have your phone number? Let me try to pull up your record using your phone number. okay. Let me just pull up your record. Okay. Uh what I'm pulling up your record, sir, um, that parent node that is directly connected to your provider. That's MX-6200, right? and I have the serial number of that node, sir. If you could check it at the bottom. MMHmm. MMHmm. MMHmm. Four, I'm sorry, 6492. correct?
03:00
Speaker 1
correct [silence] uh... T Mobile that is correct
04:00
Speaker 2
let me check again if I got the correct serial number. That's five eight and then W for William 10 M for Mary 27 D for David 066492. Okay. And was your internet service provider? So I was able to pull up a record here. Um it's under Mr. Mark Abiley and the email address is 1sg1nebulagmail.com. Okay. And um you've mentioned that the internet is working
04:00
Speaker 1
Yeah, because I was able to go online on the computer and find links for this and got the technical support number. This is a desktop. It's go um, wireless right now. It's Windows 11. It's uh, I just got uh, I just got antennas in the back. There's nothing there's no wire connected to it. [silence] It's just
05:00
Speaker 2
Sir just to um like verify that computer is it a desktop or is it a laptop? Is it wireless or wired? And this is Mac or is it windows 11. Okay. Um so on the lower right hand side corner of your computer can you check where is it connected right now for your wireless? Yeah.
05:00
Speaker 1
it that's my uh that's my wi-fi name oh yeah it's just um oh no it's Gemini project. I, uh, shows, yeah, I got all, I mean it shows the thing. It doesn't say that it's not connected. I mean, I can try to go over to a different website if you want.
06:00
Speaker 2
On the lower right hand side corner. Can you right, uh, check the wireless icon? Does it shows connected? That's your, wife, fi, fi, fi, name, connected. And it shows internet access. Yeah, can you try it, sir? Because if the parent, no.
06:00
Speaker 1
No I can tell you I can look at my main thing right here. Uh click. I'll hold it right now. And it says, uh, your connection is very good on my T-Mobile. I've got three bars on my on the uh, the hub whatever that that I got my that um, the uh the notice connected to. No, yes, yes, it's connected to um, it is connected to like a hub. They give you a hub to connect to the wire to connect uh wirelessly to to T-Mobile network.
07:00
Speaker 2
Your phone, also your computer right now is connected to the T-Mobile wireless, not on the link, so if that light is red, sir, there is an indication that there's no internet. Yeah, so your phone, also your computer right now is connected to the, um, T-Mobile wireless, not on the link. So if that light is red, sir, there is an indication that there's no internet. [silence] Okay. So right now on your computer,
07:00
Speaker 1
my that was connected to my network, which, my home network is Gemini Project. no, that, that's my, that's my, that is my home network for for my Wi-Fi connection here is that's my network, my in-house network, which is that I have four, but only one is on right now, and that's the one that's red. I'm going to turn all four nodes on, but since I'm stuck on red with the first node, I haven't tried to turn back on all the other nodes. because I lost internet on the TV and the living room.
08:00
Speaker 2
uh, it's, when you click on the icon, and you go to wi-fi, it's con, connected to what network name, sir? Is that the one is from your link sys name? Or is that that's from the T-Mobile? Okay, how many nodes do you have, sir? Yes, because,
08:00
Speaker 1
And, so, because I had a note out there for the TV and, like, the Xbox and all that stuff. And, so, since I lost the signal with the TV out there, I reset the T-mobile box, and I turned off all the nodes, and now, in the process of turning them back on, the node came up red, and it's staying red. Okay. Okay. Well, if there was no internet connection, we wouldn't be talking, because I'm talking through the Wi-Fi, through my home Wi-Fi network. Because I live in an area that if I don't have internet connection, I
09:00
Speaker 2
Yes.
09:00
Speaker 1
Do not have have a phone. My my iPhone will not call out. Will not get out. There's no there's no signal. There's no other carriers around here. Spectrum I had spectrum previously and they were strictly wired. I had a wired connection to the house. So And for us talking I've got Wi-Fi.
10:00
Speaker 2
Sure what's the uh name of your modem from T mobile? 5 G. That's a five G gateway correct.
10:00
Speaker 1
But it also, it lets you do 2.4 and five it does both. Right, it is. That's why it is connected because I've got internet on the computer, but it's, but I can't. It's not going to connect to any other nodes, m modes, nodes, because I've got the red light on top. We need to clear that red light to turn it to light. Basically, how I reset it is I unplug it and I plug it back in. Wait a few, you know, about a minute. Plug it back in and it comes up. It boots up. Once it boots up, then I can go ahead and turn on all the nodes again. I mean, I've done this several times.
11:00
Speaker 2
Yeah. Because I think your devices right now, sir, is connected to the T-Mobile, okay? Okay. Yes. Okay. Okay, you've mentioned that you reset your the T-Mobile, right?
11:00
Speaker 1
Oh. Okay. Okay. [silence]
12:00
Speaker 2
Yeah, because as of now, sir, Uh huh. Okay, right now, your parent node, it's not receiving internet connection from the T-Mobile gateway, okay? That's why the light is red. So, what we're going to do here, we're going to check the settings on your Linksys parent node, okay? So, on your computer right now, sir, on the wireless icon again, okay?
12:00
Speaker 1
Yes. Okay, I have a click. One. click. And it's the Gemini network, Gemini project network, which is my home network. Yes. That is, the only network I have here at the house is that one. I actually, for the 5G, okay? I have another one, which is Gemini as well, but it's 2.4 underscore 2.4 for the, for the slower bandwidth, because you're able to do two bandwidths. But I'm connecting
13:00
Speaker 2
Can you click under wireless icon? And then how am I, how many how many networks you can detect it on your computer? Did you have the same name for Wi-Fi on your um linksys and as well as your T-Mobile? Okay, h m.
13:00
Speaker 1
I'm connected to I'm connected I'm connected with the computer on the 5g band okay that's why it's uh everything else like the TV and everything else is connected on the 5g. Yes ma'am. I've had this problem before and they have me sometimes reset it hit that button on the bottom like five times to clear out the air. Yes ma'am.
14:00
Speaker 2
Okay, so on your linksys router paired with now sure, the cable is plugged into the internet port, right? Okay, can you turn off your linksys router, sir? Okay, so right now, um the router, the linksys from um parent node is it turned off?
14:00
Speaker 1
It says, it says available. It's no longer showing my network. Did you just said, no, there's no network name that I can see there anymore. Since I turned off the router.
15:00
Speaker 2
Okay, since the, um, Linksys router is off right now, uh, can you check on the Wi-Fi icon again, uh, on your desktop? [silence] It's still connected to the same network? [silence] And we can see that. [silence] And then, what are the network names that you can see there? [silence] Okay. [silence] Um. [silence] Um. [silence] All right, can you turn on your um router now? [silence] Ah. [silence] It is on. [silence]
15:00
Speaker 1
It's got a blue light. Is blinking on and off blue. No, it's blinking on and off, blue still. Usually what happens, it goes white, and then it goes back to being red. Or goes to red. And then, usually what it has done in the past, after a couple minutes, it goes back to being white, but this time, it stayed red. It never went back to being white. And that's why I called you.
16:00
Speaker 2
[ silence ] Okay, I think once the main one is not working, then we can move on to the other one that's not working as well, if there is a child. Okay, so how long is it supposed to be? [ silence ] Okay, is it still red right now? Okay, and it's just red? Then we can move on to the other one. [ silence ]
17:00
Speaker 1
Ma
18:00
Speaker 2
Okay. The article access for you can also phone. If it's the blinking blue and the left the first option, second option is our patient service. Okay. Can in your Wi-Fi icon again, can you click on that. Then check if you can now detect the network name. This will connect instantly. Do you want I can also home email.
18:00
Speaker 1
let's see this stays white no it just went red okay I got my icon back and it shows Gemini project it shows Gemini project now on the uh so I do have my in my wireless back on my on my uh on my uh desktop computer but uh uh yes ma'am
19:00
Speaker 2
Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Uh-huh. [silence] And right now the light is still red. [silence] secondly um [silence] on the taskbar right now
19:00
Speaker 1
uh, yellow yeah, I can see, like search, I can see search, yes, CMD, uh okay okay, yes prompt, uh, uh, okay, uh open, got it. Okay, IP, uh config. uh
20:00
Speaker 2
Yo you can see their search right on search right now type in there CMD. Yes. Open command prom. No just click on um do not right click stick just click on open command prompt and then on the blinking cursor Can you type this command IPC on fig? And type in IPC on fig.
20:00
Speaker 1
There's okay so um okay this shows like ip6 address there's several ip6 addresses show up uh there's a temporary ip a couple of temporaries there's a link local ip6 address ip the 4 address subnet mask default gateway there it's Yes, there is a default gateway. Yes, there is. Uh, where it goes after you address and then it goes subnet subnet mask and then default gateway and then there's a big like FE.
21:00
Speaker 2
And then enter. Look for IPv4, IP address. There's an option for IPv4 IP address and IPv4 default gateway. Okay here, What is the I.P.V. for a what's the I.P.V. for I'll.
21:00
Speaker 1
Okay, 192.168.1.2.115. default gateway is small letter, lowercase letters F E 0 colon colon 1 A 6 0 1 4 1 ff colon fed1 colon 170 B percent sign 7 and then underneath that is the 192.168.1.2.1. Okay.
22:00
Speaker 2
The default gateway. Alright, kind of close this command prompt and then open Google Chrome. Again, just the light on the router it still saw, uh,
22:00
Speaker 1
Real solid day. Yep. OK. I opened up Google Chrome. Right? OK. OK. 1-9-2--1-68--dot 12 dot 12 dot 1. OK. I'm going to hit enter. OK. OK, so this is uh, so it's internet with a-- It's-- I'm going from uh, right to left. And it's uh, it shows internet with a 'check mark'. Wi-Fi gateway, 'check mark'. And it shows my-- looks like myself or my-- or a device. Shows a device, which could be my phone, or could be the router. I'm not too sure what it is.
23:00
Speaker 2
Solid red. Yes, and then on the address bar, type these numbers 1 9 2 dot 1 6 8 dot 1 2 dot 1. [silence] dot one. [silence] Yes. [silence] We will try. [silence] Are we able to connect to your internet naked handing? [silence]
23:00
Speaker 1
I've got to think it's probably the router. Yeah, because it shows my connection quality is good. It shows my gateway. It has my mobile app, there's a thing that if I want to scan with the phone to access management features for your home internet gateway, download our mobile app. And that's what that is for the mobile app. But yeah, it's a team mobile gateway. It shows that I'm connected to the internet and it shows going to a device, which is what I'm assuming is the router.
24:00
Speaker 2
[silence] is that the T-Mobile page sir? is that a T-Mobile page? [silence] alright so if your laptop still connected to your network if your laptop is connected to your network then you have your own number. [silence] so it's not um like asking you for um access router, it's just the it shows you the settings.
24:00
Speaker 1
It gives the... Yeah, it gives the gateway as the firm... and version, UI version, has a serial number, and the runtime, which is 55 minutes and 49 seconds, and it shows that the quality connection was good. All it says is the very, the very top, shows the 1 9 2 dot 1 6 8 dot 1, 2 dot 1 forward slash home. And that's the very top line. Underneath that, it says home in big bold letters. To the right of it, it shows like the planet Earth, English with Yeah, you can change it from English to Spanish, shows connection status which shows the Wi-Fi gateway, the internet and the device connection quality where, like I said, shows good, gives a gateway information and that's it. [ silence ] I'm using it as a router and this is how I've I mean, I've had one of them for like three years, okay, and you guys helped me set it up. I've had problems before and I've called you with it before about it having the red light and like I said, they did a reset on the, on the, on the thing. There's a little reset button on the bottom and they had to hit that several times to like five times if I remember correctly, you'd have to hold it for like so long and then it would go and then it'd fixed the problem. So, I don't, you know, that's how we got it fixed last time but the thing was, um, since it's been so long since I've done it,
25:00
Speaker 2
for how did you set up your parent mode uh parent node is it like you're using it as a bridge mode or did you use it as a router [silence]
26:00
Speaker 1
I'm calling you guys to try to get this thing reset. Yes, it is connected to the internet to port of the router. It's a blue I have two cables connected to it. I have a blue cable which goes to the Wi-Fi gateway. And that is on the I will double check just through this date. checking and it says it's connected to the blue cable is connected to the internet. There's a yellow cable which just has the two arrows going left and right. The yellow the yellow cable goes to like a switch that controls goes to my alarm system I here at the house.
27:00
Speaker 2
Okay. So just to make sure sir, the cable right now from the T-Mobile it's connected to the internet port of the router, right? And that switch, where is it connected?
27:00
Speaker 1
That's going to my, going to my alarm system. And that's connected to the, the router, but it's not connected to where it says, internet. It's connected to the one above it. because there's two, there's two RJ45 jacks on your, on your, uh, on the Lynx machine router. One of them says the internet, which is connected to the gateway. The other one is connected to, uh, to my alarm system. My, my computer, my computer is connected, uh, Wi-Fi to the router. It's wirelessly. It's not connected wired. There's only two devices connected wired to my to my to the router. Uh, that's my alarm system, and that's the gateway. [silence]
28:00
Speaker 2
and then like the license find one you should see there for license make sure you have all like how I but right now if it is connected to the link it's receiving the IP address of one
28:00
Speaker 1
Yeah, right. When I click on the uh, the Wi-Fi network, it shows the gemini project connected secure to my, to my computer. So I'm connected to the network via Wi-Fi. And then it also shows the gemini project 2.4 gigahertz. And then it has another one t-mobile-
29:00
Speaker 2
Yes, because as you can see right now, the IP address of your computer that is from your um, that is from the gateway, okay? Because when we try to access 192.168.1.2.1, it gives us the um settings from your T-Mobile, right? So right now, um, you're writing up the power and your connection goes. Uh-huh. Mm. Okay, if you mean... [silence]
29:00
Speaker 1
170 B and then it shows a bunch of other ones. Somebody spectrum mobile shows J.J. Home. So, I mean, computer shows like the only two that are mine are the two Gemini projects that is basically up my router because there's a there's a 2.4 and there's a 5G. And I'm connected to the 5G wirelessly. Okay, we're probably gonna we may lose connection. Let me give you my number. You've got my phone number. If we lose connection when I do that because I'm not too sure if I have a good connection with the cell phone. No, we did not. We did not. Okay. Okay.
30:00
Speaker 2
[ silence]
30:00
Speaker 1
Okay. Are you there? Okay, good. Okay. I unplugged it from the Linksys router. I'll unplug the yellow one too, there's no, there's no cables connected to it right now. Okay. I plugged the other cable back in. Okay. I plugged the yellow one back in. Okay. My alarm system. Yeah, it shows, it shows that it's not connect, is, it's asking me, it's to connect, is, it's trying to connect, connecting to the Gemini project to my
31:00
Speaker 2
it at the back of your Linux router, the one that's connected to the internet port, yes, our, Oh no, no sorry, just leave it just disconnect the cable out from the internet, nevermind the other cable. So just disconnect it now. mhm. That yellow cable that's connected to your, okay, let me see. on your computer again, go back to the command pro, uh, uh, um.
31:00
Speaker 1
[silence] home network but it's not connected but it's trying to connect this I have to click connect after half that after yeah I did change nodes I got I'm not sure [silence] yes I tried changing a node when I had this because last time when I had this problem the guy said uh I asked him can I change nodes and he goes yeah you should be able to change the node anytime you want that's the last time I had the problem with you guys I [silence] changed I changed I since well no I changed it today just when I when I lost the internet when I lost the internet I changed nodes I put [silence] I don't I [silence]
32:00
Speaker 2
It's still connecting. Sir? did... Hudson, did... did you switch node? when did you change? no, sir. When did you encounter this problem? okay. so, when did you change node, sir? yes, when did you change it? just a couple of days ago? Okay. uh is that... um there right now, sir. Where is that original power.
32:00
Speaker 1
Um, I thought it was here. I can go get another node and try it because, well, okay, so let me, let me tell you what happened last time, okay? Last time the original parent node was not connecting, okay? And so I asked, you know, I asked the guy how to do the reset and apparently he either he didn't want to do the reset or he didn't know how to do the reset because he says, he says, so I asked him, can I grab another one of these nodes and use it as the parent node? And he goes, yeah, go grab one and plug it in. And I plugged it in and it went like what was happening previously, it went white to red and then back to white. Previously before I
33:00
Speaker 2
you know we need to identify uh which one is the uh original parent node before you switch the node are we are we still connected to your network i'm gonna look on the water so uh can we open up uh um and then uh
33:00
Speaker 1
I called that other guy and I know ever had to do that it would go from plugging it in from blue to white and it would stay white. But this... I did today but that's what I did I tried putting back I believe I put back the original parent node that I'd had earlier and it was staying red. I can get the other one and I can try that one. So let me let me uh let me go get the other node and I can swap them out. How's that? [silence] Okay.
34:00
Speaker 2
But that about earlier sir today or yesterday did you switch node? Mm-hmm Mm-hmm. Yeah. Okay. Okay. All right. Okay. Um, yeah, just you that was our conversation. Yeah. [silence]
34:00
Speaker 1
I'm going to unplug it and I'm going to plug in the other one, OK?
35:00
Speaker 2
Just turn on that node, sir. Just turn on that node underneath the Alright. they are, and then Turn that. kindly, um, Okay, let's just I'll tell you when to turn off the other node. Okay?
35:00
Speaker 1
Because they're all, they're both white, they're both the same model number, so... [silence] I know I wasn't watching it, but it's red. Oh, okay. It was red, and then it, now it just went white. And it's blinking white, and now it went back to red.
36:00
Speaker 2
So it says unexpected error. Okay, the light still blinking. Okay. Try to check the wife. [silence] Okay. The modem right now, the T mobile modem, it's not yet connected to that node, right?
36:00
Speaker 1
it is not connected yet to that node correct no it it's still trying to connect it has not connected yet I don't have a I don't have a Wi-Fi down in my bottom right hand corner yet okay I can just grow up okay okay I says yeah it just says available just says available doesn't show anything that still a solid red still
37:00
Speaker 2
okay good. And then on that on your Wi-Fi right now, on the Wi-Fi, um, is it showing um connected or still trying to connect? Can you click on that icon like the globe icon and then you view the network. All right. But the node right now is it's still booting up. It's all red now, [silence] um, and on its mouse.
37:00
Speaker 1
Not yet. No, I did not. Just turned off the device and turned it back on. No, ma'am.
38:00
Speaker 2
And there's no available network? When you swap the node, sir, did you reset the node, like pressing the reset button? Or you haven't done that. You just, um, turn off the device. Okay. Still no available network? Right now, it's still solid.
38:00
Speaker 1
Yes, ma'am. I've got, I've, there's a total of four nodes. I have here at the house, and I have three of them here in front of me. Two of them are not plugged into anything right now. The only one that is plugged in is the one that's red. The fourth one is in another room, but it's turned off because I never got the, I never got the light on this one to go white, so. Okay. Okay.
39:00
Speaker 2
No. red, red, correct. Okay, can we, um, turn on, can we turn off this second note? sir? And then, where is the third note? Mm-Hmm. Mm-Hmm. Mm-Hmm. Okay. Okay. Mm. So, right now, it seems like, this one it's not broadcasting the network. So, probably, this is one of the child node. So, we'll turn off this node, sir. Now we just plugging into the power. And then, we are going to try the other
39:00
Speaker 1
The third node has never been a parent node because it's gray it's only been a child. because I I've got three white ones and I got one gray one and they're all the MX6200 or number right model so this gray one has never been a parent node. So it has to then the first the first one that we had probably was the parent node since this other one wasn't even going white or even you know even like connecting.
40:00
Speaker 2
[silence]
40:00
Speaker 1
Okay, this one, because I still plug in. The last four digits of the serial number is 6484. I still have one other white one that I got because they came in a set of three, I believe. Yes, it was in a different location in the house. I had one set up in the computer room. I had one in the, like, the family room where the main TV is. I have another one in, like, my bedroom, and I had another one in, which was the gray one that I had in the pool house. Which is.
41:00
Speaker 2
and the node is on a different location of the house.
41:00
Speaker 1
No, because you had me turn in- turn off the one that we plugged in. So right now, I don't have any routers turned on. The two whites and the one gray and the other white one in my bedroom, that's off too. Everything's off. Okay, try turning that one on the one that we've never got a signal on, right? To turn that one on? Okay. I'm turning it on right now.
42:00
Speaker 2
Yes, fine. So now let's go back to the browser. and and try that. Um, right now on your, um, again on the Wi-Fi icon on your computer, it's still not detecting any signal, right? And try to open a webcorder. So all of them are off right now, the two white. Okay. Um, let's try to turn on again the second one, sir. The one that we just switch. Yes. Yes. Turn it on again.
42:00
Speaker 1
Okay, got a blue light right now. And it should start blinking in a minute. Okay, it's blinking blue right now. I on the other side of the on the wall directly behind me. There's another power outlet directly behind me, about 10 feet behind me. Uh so if you want me to plug it into another outlet, I can I can do that. Yeah, it's still in the same room. And it just turned red, solid red. Now now it's Now it just went to bright white for a second and then it flipped back to red. There's no Wi-Fi. There's nothing on this desktop because this is the one that we last time we couldn't get the Wi-Fi to pop up. Because the other one that's not plugged in is the one that brings up the Wi-Fi.
43:00
Speaker 2
but um but it's still on the same um room right? Okay, can you um right now is it still blinking or is it now solid? Red? check again the Wi-Fi on on your Wi-Fi again. Did you um check what's the uh like check the Wi-Fi again on your desktop do you have any VPN?
44:00
Speaker 1
I, I got, I gotta say it's, the first one that we had was the parent node. Uh, once, I, I swapped them once. Nope, no Wi-Fi detecting. I still got the little ear, down, symbol down there. And it says, just Wi-Fi, and it's not blue, and it shows,
45:00
Speaker 2
But you cannot remember, sir, which one of the two is your parent node before you swap it earlier. Okay. So how many times did you swap nodes earlier, sir? For Charlie, for Peter, L for Larry. And I'm sorry, uh, it should be, sorry, um, MTA. Sorry, um, a for Peter, a for Apple, um, for Apple, um, dot, for Charlie. Still no Wi-Fi detected. NCPA. their connection.
45:00
Speaker 1
It looks like not connecting. Yeah. there's nothing available. Yeah. it doesn't show my network name. It says no internet. It says no internet basically. That's what it says. Okay. Now I just need to, I got to find, let me go get the other power cord for it. I didn't bring the power cord. Give me a second.
46:00
Speaker 2
When you click on that Wi-Fi icon, and you go to Wi-Fi, like no network detected, no network detected. Okay. Okay. All right. So how about this one, sir? This node that is on right now, kindly unplug it from the power source and connect it to a different power outlet. The one that you mentioned, the one that's at your back. Mhm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence] I just got our internet provider in here, so let's try and converge why the node is not turning on and what it's showing now. Okay. What's he saying? Okay. Something about the DHCP address on this main one right now. Okay. About to reset it right now, what's it doing? Uh-huh. Okay. All right. All right, wait. So, this is plugged on, right? So, you just unplugged. You unplugged it and replugged it? Yeah, just plug it there. Oh, there's blinking lights now. Okay, so turn your mobile on. Okay. And connect the mobile to this network. Okay, okay, go ahead. Just connect now. [silence] Okay. Nothing yet, right? Nothing yet, oh yeah. There, got connected. Okay. Okay. Oh, it seems something seems off. Okay. Okay. Yeah. Oh, it's connected now. Good. But it's still not online. Uh-huh. Oh, the internet is still not on. Yeah. We need to contact our internet provider for this. Uh-huh. Thank you.
46:00
Speaker 1
okay so the one that I just unplugged you want me to plug that into a different outlet right okay what about the other one that would give us the internet that would connect to the internet do you want me to connect that one first or not at all okay okay I just turned it on I just turned it on turned it on it's plugged in I got a blue light okay okay okay that one yeah
47:00
Speaker 2
Yep. Um, not yet, sir. Uh, these have the option to care. Al right and then, turn on, also the one that we umm turn off earlier. The parent node Here we see that the. Is already flying. Anyhting else? [silence]
47:00
Speaker 1
design and I got a blue light on that one as well I'm trying to keep an eye on both of them okay the the one we plugged in first went from blue to red and is staying red right now the other one the second one I plugged in is blinking blue so
48:00
Speaker 2
Okay, let's just wait. One more time. Let's just close all the windows don't. And let's try to open up that new ground. Um, we're not even starting. 192.168.1.1. Okay. .1.8.168.1. Then try the
48:00
Speaker 1
Yeah, still not there. It's still not there. And it says ... it's just just just has the world nothing else. It's still blinking blue the second one. The other one's just red, locked red. Okay, I'm trying to connect to the internet right now. Oh, oh no, it didn't connect. It's Yeah, it's trying to. I see the the uh little internet symbol. It's now connected. It says it says it says Gemini project.
49:00
Speaker 2
check the Wi-Fi. The icon on the lower right on your computer. Click on that again. Then check if OK. it is still connecting on Wi-Fi? Yes. But how about when you hold and share?
49:00
Speaker 1
[silence] but this blink it's still blinking blue. I don't understand that.me the uh the internet the internet's uh the mode I don't have uh are you talking about the T-Mobile thing, the the hub? No, it's not, but Right. Okay, but the the parent one the old parent one is now has a a white now has a white light on it. The one that shows Gemini Project, the one that's always showed the Gemini Project, it's now white.
50:00
Speaker 2
Okay let me just verify sir, uh okay, let me verify this, um the modem, it's not yet connected to any node, right?
50:00
Speaker 1
The lights, white, white, white. Oh, wait, wait, wait. It just went red, it just went red. I'm sorry. They went from white to red. No, I got internet, I've got, it shows the Gemini project like last time. So, I mean, it shows that my computer is connected to the gem and now, which is my home network. It's, it's, it's gonna have internet access because, I mean, um, on my computer, I can go and search, I mean, I, it's, it's connected to the network, and it shows like I, I'm pretty sure I can go, I can go on the, let me,
51:00
Speaker 2
Okay, let's go back. Okay. The Wi-Fi right now shows connected. Okay, yes. Um, the Wi-Fi right now does it shows connected, but no internet access. [silence] When you highlight sir, when you highlight the icon, okay, it will uh pop up uh if it shows connected internet access or connected, but no internet access. [silence]
51:00
Speaker 1
I call it my open up my browser and that's yeah searching okay? Uh I'll Google okay and I'm going to type in um um yeah YouTube.com uh try again hang on let me hit retry. No internet, no internet. Correct, no internet connection.
52:00
Speaker 2
yes, counter- the other one to turn now. go back to YouTube and play any videos. yes, unplug so the rest thing right now, and uh, plug it into view right now Lake. uh one second. uh no, no, just you connect the cable from the back of the Printer, the original one. okay, so there's no internet connection, right? okay, so can we go back to the command prompt right now?
52:00
Speaker 1
how did I get to the command prompt okay okay search bar on the bottom got it CMD got it CMD okay and then open okay I'm at the commanders let's see users or would you like me to pick the IP config okay I'm not seeing IP V4 I'm not seeing I see IP V6 I don't see IP V4 there is no IP V4 this time
53:00
Speaker 2
Okay, again, CMD on the search bar on the bottom. Alright, type in there again, IPconfig. And then look for the IP address, IPV4, IP address or IPV4 address. That's on the wireless connection, right?
53:00
Speaker 1
Yeah I just typed typed in like you said um I typed in IP config or whatever like you said and it came up with unknown Norton VPN open VPN data channel offload um media media connection is uh link link local IPv6 address it gives that IPv oh there's an IPv4 okay I found it. It says 192.168.1.45 that's the IPv4 address it says 192.168.1.1 Okay
54:00
Speaker 2
Okay, how about the IPv4 default gateway? Okay. Can you open a browser like Google Chrome? Minimize this black screen.
54:00
Speaker 1
Okay, I got Google Chrome opened up. Okay. Oh, hang on, 192.168.1.1. Okay. Your connection is not private. Okay, click, okay. And it says, proceed to 192.168.1.1. It's grayed out. It won't let me do it. The server could not prove what it I did. It's like, it's press space to play checking the network cable modems and router, connecting to Wi-Fi, running Windows diagnostic. ERR_~internet VI. Uh,
55:00
Speaker 2
On the address bar, type the numbers again, 192.168. 1.1. OK, click on advanced or continue. Yes, click on proceed. Just click on proceed, sir. Or continue. [silence] [video quality drops] [silence]
55:00
Speaker 1
that's what it says under this so it wants me to run a windowsdiagnostic yeah I did let me I can go back and let me look on let me talk to it again okay so you want me to type in 192.168.1 .1 okay I'm hitting enter it's it's it's like a hamster wheel under a new tab it's just going around and around and around and around I'm using Nortons
56:00
Speaker 2
Is that after you click on proceed? [ silence ] [ silence ] I [ silence ] nine two dot one six eight dot one dot one [ silence ] the one underneath the [ silence ] the new parental [ silence ] right? [ silence ] What is the name that shows up there? [ silence ] You know what happened? [ silence ] You don't see any networks at all? [ silence ] Yes.
56:00
Speaker 1
Browser. Do you want me to use Google? Okay, let me try that again. Hang on. I said something. Maybe I wasn't. Okay, I think I was using Norton. 192.168.1.1. And using Google Chrome and it's just a hamster wheel going round and round. Okay. Even Google. It's not it's telling me not secure HTTPS. And then it's
57:00
Speaker 2
yes sir we need to use Google Chrome okay let's just perform a soft reset on the new yeah the new one for for uh 25 seconds and um if you can while pressing the reset button turn the fight on sir Yeah. It if it it if just does off and the blue light should um turn on. Um. What about closed all the browser right now sir close everything. Yes. Okay. All right. So again uh click on advanced and then
57:00
Speaker 1
[silence] Click on the where's where's advanced, where do you want me to click on advanced Tatt, what do you want? Well the screen Okay, so what happened was is it's still that hamster wheel is going on, but now it says in the corner, it says Linksys smart Wi-Fi that's what's going on, and it's going to Linksys smart Wi-Fi. And now it's waiting. It's finally connected. Interconnection is slow is what it's saying, access router and ask asking for a router password. Sorry, let me look at the password. Yeah, okay. Please. Okay.
58:00
Speaker 2
Or how about what options do you have right now that that's inside farm connection. It's not private okay right tap in there the password, um at the bottom of the parent node. There is password there. Can you type the password that's on the parent node?
58:00
Speaker 1
okay, I'm gonna click sign in. Incorrect password. no, I have never changed. Nope, I have never changed. Yeah. Yeah, I never changed them. Okay, so I see the recovery key. one two, three, four, five. All right, okay submit. The key didn't work, check it and try again. Okay, okay, 4 9. Okay, so I was looking at what was on the screen. Four 9, 8 5 8. Okay.
59:00
Speaker 2
are you seeing the network when you susset up the spartanode before, sir, dit? change the password from tat password at the bottom. Okay. Canyou click on reset password, sir? You click on reset password g then use the recovery key. Yes. Sir, um the recovery key is the one atthe bottom off the pair right now, right now? Mm-hm. are you still hashes?
59:00
Speaker 1
Got it. Okay, so I can use the one on the bottom of the, uh, router, right? Okay. Okay. Okay. Does, does it, can I use any special, uh, character or does it have to be a specific, uh, group? Okay. Okay. Okay.
60:00
Speaker 2
And then it will ask you to create a password. Yes. Can we try that one? I'm gonna have the create a new password. So at least 10 characters, combination of numbers, letters, and special characters. So no repetition of the characters. So at least one capital letter and then at least one um special characters, but again there's no repetition of the characters. Okay. Yes. Very good. Okay. All right. Yes, sir. Yes, sir. You can try to use any like dollar sign, out sign, xeromation. I'll hold on here before we can say that.
60:00
Speaker 1
10 characters got it all right let's try this now okay so just hit reset on it then right and
61:00
Speaker 2
Okay, let's perform high breath. And to do the high breath, tiny breaths to reach up to the button in the bottom five times. Do you say press it five times? You're not pressing hold it. Just press it one and do it five times. press, right, release, breath, Okay, yes. Actually, for online.
61:00
Speaker 1
It says the account number, the account holder will be notified. This admin password has been accepted. But, yeah, so I hit reset and it's like your password must have at least 10 characters. And I'll count them. One, two, three, four, five, six, seven, eight, nine, 10. No, I didn't do 10. My bad. Sorry. Okay. Reset. Sorry about that. Okay. I'm waiting. And it shows no internet connection. [sound of music followed by talking, audio resumes] Okay. Go ahead and got go ahead and rotate it that way counterclockwise. Yeah. Yeah. Go around. . No, go this way. [unknown direction]. [unknown word] Wait. Grease. [unknown direction]. [unknown direction]. Counterclockwise. Yeah. [unknown word]. [unknown word] Good to go. And, okay, so, I'm looking, okay, I don't, I don't see any license. I, oh, yeah, yeah, yeah, okay, I see, I got it. Okay, it's a small print. Okay, okay. Okay. I'm okay, I got connectivity. Okay, got it. Okay, internet settings. Clip it. Okay.
62:00
Speaker 2
Kiley click on see a, thank you. And then after you click on C, it will refresh the page. Kiley, then click on Connectivity. When you click on connectivity, look for Internet Settings and then Internet Settings. then what is your type of Internet connection.
63:00
Speaker 1
Type, uh, type of internet connection, it says, edit, connection type, automatic configuration, c, DHC. P. Okay? Okay? Okay. Troubleshooting, okay? Uh, port. Okay, just open up with a, okay, yeah, it, that's right.
64:00
Speaker 2
396 33mm 33mm thank you for calling the live person phone support to resolve your case today kindly scroll down to the bottom of the screen here I will give you the instructions to the device yeah good so then kindly click on cancel 525 and then kindly click on troubleshooting 525 and then after troubleshooting you click on report yes when you click on report what's the firmware version even red
64:00
Speaker 1
OK. OK. I got it. OK. I see it. One point, one point zero, point zero. One four two one six six. OK. OK. OK. OK. Does my firmware need to be updated or something? OK. OK. I just picked it in. OK.
65:00
Speaker 2
and let's go back again after you click reports or right below report okay and now before okay so this time um connect now the cable to the internet port of your linksys router okay the one that's connected to the modem the other end connect that to the internet port um no sir in the latest and all verses
65:00
Speaker 1
[silence] Yes, I think, I got it, got it. Yeah, I just clicked it. Got it. Um, no, there's no numbers after this street of internet address. No, there's no numbers. Oh wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, internet, internet at the end just Oh Oh yeah, okay, okay, yeah, no, there's nothing there. It says connections
66:00
Speaker 2
After you plug in, under report, can you click on refresh? Under report, can you click on refresh? And the upper right, there's option refresh. And then, can you scroll down a bit, look for Internet connection, IPv4? Okay. Is there numbers under internet address? The light on the router right now, it's still red. Not the internet address. That's below I Internet connection IPv4.
66:00
Speaker 1
5g type disconnected. I'm going up. Hang on. No. Okay. IPv4. Yeah. Automatic configuration. DHCP. Are you there? [silence] Yes. Internet address is blank. There's nothing to the right of internet address. [silence] Yes, it's still red. [silence] Okay. Good. [silence] Okay. Wi-Fi settings.
67:00
Speaker 2
and under check status, um, as it shows automatic configuration, I think that's on IPV6, how about on the IPV4? and internet address is blank. Yes? okay the modem right now, the router is all on red. Okay, so, you can click OK. and then can you click on Wi-Fi on Wi-Fi settings. [silence]
67:00
Speaker 1
Okay. Yes, all right. Okay, I take a screenshot, you got it. Yes, ma'am.
68:00
Speaker 2
Under your Wi-Fi settings, you can see that your Wi-Fi settings are 2.4 the 5 gigahertz and right, there are three Wi-Fi settings, correct? Can you take a screenshot on this page? Okay. Can you take a screenshot? Okay. When you look for the IP address, I will interconnect the TV. Okay. We will be needing that screenshot later. Then can you click on apply right now? Oh no, sorry, click on cancel. Again, sure. The light on the modem still on the router rather, it's still red. Can you um if you are going to turn off your modem so we will be disconnected, right? [silence] da da da T-Mobile yeah that's okay how about this turn off your links router turn it off so let me just check and then and that okay sir that's okay and then after that um actually we're going supposedly to turn off your um how do I let me just check
68:00
Speaker 1
uh it actually has two landports has two landports on it there's and i'm plugged into land one yeah that's where it's always been connected
70:00
Speaker 2
your T-Mobile device it only have one ethernet at port right okay and that's where it was connected before right okay do you have numbers now on your internet okay can you turn on your links is router now sir
70:00
Speaker 1
Okay. Okay. I've got a blue light. what? Okay, it's blinking blue now. Yes ma'am. Yeah, it does have an Ethernet port in the back. Let me double check here, hang on a second. [silence]
71:00
Speaker 2
uh, on the lower right hand. Uh you see spectrum, right. It's one of the networks. Are you able to connect to that spectrum Wi-Fi you know. Uh, yes. We try to click on it. [BR was the EMF]. You right now, it's still blinking. Sir is your computer has an Ethernet port? [silence]
72:00
Speaker 1
Yeah, I haven't either network. [silence] I just went white. [silence] And now it just went red. It's blinking red.
73:00
Speaker 2
What about on the modem itself? If you check on the modem. On the box. Are you able to see there any number? Down at the bottom. Because right now, ma'am, we've tried to note already and it's not there yet. Looks still blinking blue. Okay. Okay, we will do a reset on the Parrot Novel.
73:00
Speaker 1
Okay, let let me check. Let me just take a quick look at the uh T-mobile device and hit the button. Yeah, cuz right now it still shows a good connection so, okay. Let's let's do whatever you want to do. no blink, oh hey it's blinking and it was just went it was blinking red and it just went to solid white.
74:00
Speaker 2
theurring sur and then reconfigure it and then in any case uh it's still the same there is no internet connection on the pyramid now because the light still red then there's a possibility that we need to connect your computer directly to the modem to test if there's an active connection from that cable that connects between the computer ah the lynx is right or and the modem uh the T-Mobile okay. Okay. Okay right now does it still solid red or is it blinking red? Okay let's just wait for another minute [silence] [silence] then make sure that it will states right. What do you this package logged in? Oh, you had to power out. It went to red. How how about this? All right. So at the bottom of the power of the power node, can you see the reser button? And then press and hold the res Button for 10 20 seconds.
74:00
Speaker 1
tree 1,000 for 1,000 5, 1,000 6, 1,000 7, 1,000 8, 1,000 9, 1,010, 1,011, 1,012, 1,013, 1,014, 1,015, 1,016, 1,017, 1,018, 1,019, 1,020. And it is a blue light on there now. Solid blue light. Okay. Just, yeah, cuz it's blinking blue right now again.
76:00
Speaker 2
if your internet is working with the time, well, the maps are online. And if that's the case, that means you're not for us. местех. Well, if you're there, I'm on some direction. Okay. So, since right now we doing that, we cannot reboot or reset. Okay. Release the reset button. Yes, release the reset button. And let's wait for a minute. And to make sure that it's solid um, blue, okay? Can we try to contact spectrum back and ask them where we are, like the password, because you can get the line. Well, what I could do here is I'll give you a call back um, maybe after 30 minutes. So, that'll be okay. Yes, do follow up on this one. Okay. So, it's not blinking or is it solid? [silence] Okay, alright. All right, and let me verify your number, and it's 8-1-7-7-10-5-[silence]Alright. All right, ma'am. I got it. Yeah, just take down the district number by the way, and stay home. Okay? Good bye. Okay, so it's solid blue now, and it's spelled blue. [silence]
76:00
Speaker 1
"it is still blinking.." "blue blinking blur" "okay now its solid blue" "okay okay" "one two three four" five. Okay, just went through red, now white, now blinking white. Yes, it's still blinking white. [silence]
78:00
Speaker 2
Okay, I'll talk to you when I get there. Thank you again, have a great night. Let's just wait. Okay, it's still blinking.
79:00
Speaker 1
Okay. It started blinking yellow and now it's a solid white. Okay, I can now it doesn't. Okay. So you are not connected to the router. Right, wait, wait is always hang on a second. The Wi-Fi symbol is now just starting to
80:00
Speaker 2
Ok. Red, yellow, red, yellow. Sir, on your wi-fi, uh, graphics right now, it's showing not con that's connected. So try, click the tree. Let.N.E.T. Click on NET and try to check if you can see the LINKS system or VELAP every other. Uh, click the icon, and go to wi-fi.
81:00
Speaker 1
going to my computer and it's uh trying to find the internet right now it it's it's all is white still it's right yeah I am right now it's it's okay um but as far as the wi-fi goes it's like is is it can't still have to go ahead I'm sorry
82:00
Speaker 2
the light it stays solid right now or it's not blink solid red uh-huh so your Wi-Fi again sure click on the Wi-Fi icon and then you click on Wi-Fi try to check what are the names that has been detected does it show up because since we receive we reset the pairing node okay it will
82:00
Speaker 1
Okay. I don't have the Wi-Fi icon. All I've got is the the the planet down in the bottom right. It doesn't give me the Wi-Fi one. And is it yeah I see Wi-Fi, but it's it's it's it's not it's not giving me Wi-Fi. Is what I'm trying to say. No. Oh. it says no internet. basically is what it's telling me is no internet. Um, when I click the earth
83:00
Speaker 2
set back to its default Wi-Fi settings. So, kindly check if you can detect... The computer can detect the default settings. So, just click on the Wi-Fi icon. Yeah, yeah. Just click that icon there. Yeah, that's okay. Click that icon. And then you go to Wi-Fi. Yeah, you... Uh, you click on Wi-Fi, sir. There is no network name like Linksys Setup or Velop Setup. Yeah, yeah, yeah. So, you... [silence]
83:00
Speaker 1
Okay.
84:00
Speaker 2
Yeah, you click, you left click on the iron bar with an X on it. Then it'll give you different options. You go to Wi-Fi, you click on Wi-Fi. And then it'll display the network name. Yes. So, how many network names have been detected right now, sir?
84:00
Speaker 1
It shows Gemini network Gemini project 2.4 gigahertz Theo's userid got it okay got it okay need internet Okay [silence] okay [silence]
85:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Um, click on b-e-l-l-o-p-s-e-t- u-p sir. And then once it prompt, um, the password is underneath the um, at the bottom of the parent node. Okay. Okay. At the bottom of the parent node, so you can see the Wi-Fi. Uh, you can see the name. It's Belops Era, right? And the numbers. And then the wi-fi pat the password. You. [silence]
85:00
Speaker 1
It makes that God right. It says, connected and secure. I think. uh yeah I do. It's, router not found, so let me hit retry. Okay. So it says, router not found. It says router not found. Okay.
86:00
Speaker 2
yeah okay good um open internet browser again or do you still have that previous page that we have? The 192.168.1.1 okay okay click okay click retry or okay just everything on and okay erase everything on the address bar then you type again the numbers 192.168.1.1. [silence]
86:00
Speaker 1
Your connection is not private. Click on advanced. Proceed. Okay. Waiting. I'll check. All right. Let me get that number again here in a second. Okay, next. Okay. I'm just hitting next. Well, I'm just sitting next to it because that's that I'm going to have a supposed to turn all that stuff on. Well, it says the set up is done because I hit next through everything and I didn't change anything. I just let it go as default. Okay. So should I have night mode on or anything like that or no? Okay.
87:00
Speaker 2
Then then just in case it will ask to change the password sir. You can change it to the same password that you have just created earlier. You should have the Okay. Okay. Now just leave it off, sir. Then check what's on the screen right after [silence]
88:00
Speaker 1
Okay, enjoy your Wi-Fi. To configure advanced settings, go to www.myrouter.info on desktop computer. Have nodes to add. Add nodes. Okay. Your connection is not private advanced proceed to router okay access router so router password that same password down on the bottom okay that's what I'm using we've updated
89:00
Speaker 2
Okay, click on next. Okay. Kindly click on that WWW dot my router dot info. Same thing. Okay, type the Default. Yeah, try to use the default password sorry. [silence]
89:00
Speaker 1
Okay. Okay. Okay. Admin password. Pass word. Make sure it's all correct. Yep, okay. And then hit reset. Okay, device, router, internet. Oh, she was all ch-
90:00
Speaker 2
Yes, then use your, um, um, the password that you've created earlier, you can use that same password.
90:00
Speaker 1
OK, got it. Twelve, I hit, C, A, waiting. OK. Wait, fire, fine settings. Go ahead. OK. Oh. Yeah, that screenshot, the passwords were all blocked out. Uh, let me go look at photos, so hang on a second. I'm probably going to have to look up my password. If I can look at it real quick, gonna show you.
91:00
Speaker 2
found again then look for C A. okay. Yes after you save and once it refresh the page let's go back to Wi-Fi settings and then yes so kindly on open the one that we screenshot earlier and then E U rename the name and the password you copy whatever what's on that screenshot. Okay. Uhhuh. Uh huh so you can see there's an eye of the end side. Okay.
91:00
Speaker 1
Okay, yeah, give me a second. I've got to get my password, okay, for the login. Give me a second. I can copy and paste it. Uh, it's just got to open it up. Okay. Oh, okay. Okay. Okay. Okay. Okay.
93:00
Speaker 2
Okay. So for the Wi-Fi settings, we're going to type the same settings that you have before, before we do the reset, so that your Charlie node will just reconnect back to the network.
93:00
Speaker 1
Okay. okay. password. Okay, so let's go to the next one. Five gigahertz band. [silence] let me adjust that.
94:00
Speaker 2
doing a reconfiguration on the child node.
94:00
Speaker 1
So let's do what I have for the six bigger hurt by I had a six bigger burst and do the same thing. No. No. I threw at the old. All right. Up like it all like where I was right. Okay. Okay, so okay I got that. Let me see (so the only thing I had to worry about was uh uh actually the passwords and everything else is pre-defined), right; okay, so I did apply. Okay, got it okay, and it shows it all good so I'm just gonna click yes. OkayRouter- router's applying changes click OK. I'm waiting for it to apply the changes so hang on to that, I'm just staying waiting.
95:00
Speaker 2
mm-hmm mm-hmm click on yes and then Egh okay there are applying changes then your uh desk top sure will be disconnected from the Wi-Fi so again click on the icon in the lower right
96:00
Speaker 1
I never remember setting this thing up this way, like three years ago, or four years ago, whenever I got these things. Okay, so it looks like it's so, okay. So it looks like it's done the hamster wheels gone away. So what do you want me to do? Just? Yeah, it shows it's connected to Gemini network. Yes, the Gemini project. It's still red, still red. Okay, sure.
97:00
Speaker 2
[silence] The Wi-Fi is in still show connected. Okay. Check the, um, check the other child note that is that is on right now. Is this is still on red? Okay. Okay, Kelly turn off that node.
97:00
Speaker 1
Okay, it is off. Okay. Okay. Okay. Okay. Yes, I get it. Okay. I can unplug something and plug something in.
98:00
Speaker 2
OK. Wait for 30 seconds before you turn it back on. OK. Turn it on sir. While waiting for this node sir, you may try to turn on the other node. Are you still have another outlet in that area?
98:00
Speaker 1
Okay. I've got a fourth Note, too, in another room. Do you want me to turn that one on? Okay. Okay, they're, those- both of them are on. They both have- one is so- the last one I plugged in is solid blue. The other one that was red is blinking blue right now. Oh, they're both blinking blue right now. Okay, the white one, the- the first one, it just went to red. Yeah, solid the- the first, you know, the one that was red is.
99:00
Speaker 2
uh we'll check that later, sir, okay? it went to red [silence]
99:00
Speaker 1
yes solid red again the other one is is blinking blue still uh hey the other one the parent one it went from white it went to white to red the one we did all the work on it I'm sorry yeah it shows red the the first one the one that we just said with all the passwords and everything now shows red
100:00
Speaker 2
. How about the other one? Yes. okay, let's just wait for that too. okay, it still shows red.
100:00
Speaker 1
I don't know. I wasn't watching the parent node because I had my back to it. But right now when I came back over here to the desk, I saw that it was solid red. Okay, I I gotta say the other the other node is white. The The third node is now a a white light. Let's see if it stays white. I just went from solid white to red, so all three of them are red now. Okay. I'm still in the Wi-Fi settings, so I just FYI. Okay. I closed it. Yes.
101:00
Speaker 2
connector the first forward. you have one computer. okay, so let's go back to your computer right now. okay, can you close this Wi-Fi settings? click okay. right now it shows still red, correct?
102:00
Speaker 1
troubleshooting. Got it. Hold on a second. So it says router not found. You're not connected to your router. And nothing's not from the that's like the main square that popped up. Um. Let me see. It says no internet access connecting to Wi-Fi.
103:00
Speaker 2
And the OK click on troubleshooting, sir. After you click on troubleshooting, click on report again. Yes, just check that you have the Active internet connection at the moment, like so. If there's any internet on the mode, the round will help. OK. Kindly check again Wi-Fi that shows connected.
103:00
Speaker 1
now, right there when I, when I, um, click on the the Earth, it shows. Uh, and I click on the, internet, turn Wi-Fi on, Wi-Fi on. Turn Wi-Fi to connect to an available Wi-Fi network. Turn Wi-Fi back on manually. Um, it, it only, it says Wi-Fi is off. Okay, let me, okay. I just slipped the switch to on. Okay. I did. Okay. I didn't know that. This is no internet connected to Gemini network, or Gemini Project. There's no network.
104:00
Speaker 2
Okay, click on that icon, sir, and then go back to Wi-Fi again. Try to check if it shows you the network name. Okay. [silence] Yeah, turn on Wi-Fi. Turn it on. And then try to access again 192.168.1.
104:00
Speaker 1
Okay. Make sure this down open up Google Chrome. Sorry but we cannot open this page is either unavailable at this time or no longer exists. Go to www.liswifi.com or http:
105:00
Speaker 2
one on the Google Chrome can you please close that page sir close this page and then open another tab and then use the 192.168.1.1
105:00
Speaker 1
192.168.1.1 can go. The site cannot be reached. This page is not found. That looks like the link to Linksys Smart Wi-Fi. Yeah. Yeah, open up Google Chrome and 192.168.1.1
106:00
Speaker 2
Okay. All right, then. Good night. Have a good night. Bye. Beautiful. Yeah, I'm here. Beautiful. Page not found. Okay, um, what's the light on the parent node right now sir? Okay. Um, kindly close the uh, browser, google Chrome, and then reopen it again. Got it. Just connecting to the modem, once you have active internet connection, show the modem panel. It's not burned, um, it should be on the address bar, sir.
106:00
Speaker 1
Okay, I have an option, 192.168.1.1. I want to use that one. Okay, but tackle it. That's what I have 192.168.1.1. So I'm hitting enter and it's says page not found. 404 page not found. Sorry, we could not open this page. It's either unavailable at this time or no longer exists. Go to lensmartwifi.com. Okay, I'm gonna no no it's not I'm not connected. No internet not connected. Okay.
107:00
Speaker 2
okay thank you for your patience. To answer your question, just type those numbers in the address bar, 192. yes. okay. so again, the the Wi-Fi on the lower right hand side corner, the globe icon, it shows connected, right? okay. can you click the icon, sir, and then go back again to the option Wi-Fi? [silence]
107:00
Speaker 1
Okay, hang on a second. Yeah, it shows Gemini project as a, as a, it says no internet underneath it. Not it doesn't show connected. It just shows Gemini project, no internet. Okay. Actually, it says disconnect. I have to click on disconnect. I can click disconnect. I cannot click connect connect on it. Okay, so I'm trying to connect to it. Right? Hang on. It says it's checking network requirements. Hang on.
108:00
Speaker 2
uh. and then does it show the network uh? name. but does it show connected but no internet uh h? Hm. okay. click on the name and then click on connect. Hm. that show connect? okay, so can we go back to the uh command prompt? let's check again, what is the i.D. address on your router? why is it that it won't uh access again uh the page of the router? Hm. [silence] Well, I think it has.
108:00
Speaker 1
If I hit disconnect on Gemini project, and I try, and I hit connect, it says checking network requirements. So let's see if it can connect real quick. OK. Okay. Um, what do you want me to go? I'm sorry. What do you want me to do at this point? No, no, I did. It never connected. It did not connect. So what do you want me to do? Yes, all one word. Also, one word. All right.
109:00
Speaker 2
Because we have a ring to net already earlier after we did the reset. But it's just suddenly um, stopped working. Like the light, from the light on the router shows white and the internet works fine. Then it just suddenly turns red, correct? So right now it shows connected on your Wi-Fi. Um, on your network named Gemini Project. Is it shows connected? Yes. And then this thing
109:00
Speaker 1
No, it doesn't show connected. It said it couldn't connect. It says no internet secured. And it's and it's trying to connect, basically, because there's a little blue line that was going across the top. But it it says disconnect on it instead underneath it. It doesn't say connect. Okay. Okay. Okay. I'm sorry. So I'm I I got CMD down here. I got it. I remember. Okay. I got command prompt up. And it says ipconfig.
110:00
Speaker 2
shows connected but no internet, okay, so can you go back to the command prompter? Can you open search again, CMD? And then after you click on CMD and on the black screen, yes, then tap in there again, ip config. [silence]
110:00
Speaker 1
Okay, got it. Default gateway is 192 1.1.1. IP B4 is 192 168.168 145. Okay. Yeah, there's like you can, there's a first bar at the top and then there's one in the middle.
111:00
Speaker 2
Okay, so kindly close in the space right now, sir, or you can just minimize this the inn case we'll be needing this later. And again, open uh Google Chrome. and then, um, when you open Google Chrome, there are two page and you can, um like. You have there in the middle, you can show their Google and then there's another one on the top, right?
111:00
Speaker 1
Okay. Okay, that's what I've been using. Okay, so. Okay. I'm hitting enter right now. page not found. Sorry, but we cannot open this page. It's either unavailable or not at this time. no longer exists. Go to links of smartwifi. com.
112:00
Speaker 2
and the middle okay can you use the one that's on the top then yes then tap again the number is 192.168.1.1
112:00
Speaker 1
Do you want me to turn off the other two too or just the parent node? [silence] Okay it's off. [silence] Okay. Turn it on.
113:00
Speaker 2
there toparent node. Once placed, the router links it against the parent node. Please turn it on. [silence]
113:00
Speaker 1
It just went to red from blue to red. and then it was white for a second and then but it was
114:00
Speaker 2
Okay, is it turning on now? Okay, there you go. Very good.
114:00
Speaker 1
It's for solid red right now. Yeah. It went. It went to, it went to white just now for a couple seconds, and then it went back to red. Then it went back to red right now. Yeah.
115:00
Speaker 2
okay because after we did the reset. you still remember that it turns white, right? and the internet connection um is was working and then it will just suddenly stop, right? um we did already the reset, like setting it to back to default settings and then um okay. so the right now is having problem um like detecting the internet connection from the um from the uh modem and right now from the um T-Mobile um device. because earlier it connected, right? it turns white. but after a few minutes, um after [ silence ]
115:00
Speaker 1
sure I can plug it okay I just yeah I just plugged it directly into the T-mobile device my computer's not plugged in
116:00
Speaker 2
After we set up the Wi-Fi settings, it just suddenly turns to red. Okay. Um, Sure, is it, Sir, is it okay if I can, um, like we can connect your computer directly to the, um, uh, T-Mobile and then observe the connection if there will be no drop off of the connection. Because, um, earlier we already, um, established the internet on the router, but it just suddenly dropped. And right now, we did the power cycle again and it did not work. So, um, is it possible, sir, if you can observe the connection from the T-Mobile and then observe if there will be no, like dip up of, um, internet? Okay. And then, um, uh-huh.
116:00
Speaker 1
and into the T-Mobile device. Yeah, so you, No. You know what? I'm going to take a chance since we're not getting out, just nothing seems to be working and if it is this T-Mobile device, I'm going to unplug it. I got to wait 40 seconds or so and then plug it back in and I'm going to do that now. Let's see if that, let's see if that's going to work. Okay, so I hope I don't lose you. That's all I'm saying though. I hope I don't lose you. Yeah, yeah I'm here. [silence]
117:00
Speaker 2
your computer, and then observe the connections. Um. Okay, is the internet connection working fine, sir? Hmm. Hmm. Yes. Hmm. Okay. Okay. Sir, um, yeah, sir. Hmm. Okay, here's the thing, sir. Before you turn it off, sir, okay, here's the thing. Um, turn off the, um, the device, uh, the T-Mobile. And then in case we get disconnected.
117:00
Speaker 1
All right Pacific right now it is uh yeah 754 right now almost 8:00.
118:00
Speaker 2
Turn it back on, okay? And then once you turn it back on, check if the internet is working. If the internet is working, sir, observe the connection if there will be no dropout of connection. Okay? Observe it first from the T Mobile. And then by tomorrow, you on what time zone, sir? Okay, Pacific. Okay. And then, uh, right now it's around 8 or 7 in the evening. Okay. 7. It's 7:54. So like okay. So tomorrow, um, if, uh, if we got this connected, um, is it okay if I'll not going to call you right away, observe it first the connection from the T Mobile. Make sure there is no disconnect,
118:00
Speaker 1
Okay. Yeah, yeah, I can. I mean, I can be available earlier than that if you need me to. So, I mean, I don't know. Okay. That's fine. That works. Okay. Okay. Let me try it right now. Let's see what happens, okay? Hopefully, I don't lose you. I'm going to disconnect disconnect the power supply right now. Okay. I disconnected the power supply. You still there? [silence] Okay. Good. And as you can plainly see, it lost its power.
119:00
Speaker 2
Let's see. In the morning, sir. Okay, because I'll start my day at 11 your time. Okay, I'll call you back to do a follow up on this one. Okay, and to possible to continue with the troubleshooting in any case, um, just make sure that there will be no dropout of the connection from the T mobile. Because earlier, we already established internet connection from the and it just suddenly dropped. The internet. Okay?
119:00
Speaker 1
See here, you type in, so it looks like you're there. Can. Okay, so, let's wait another 30 seconds. [silence] About 10 more seconds, I'll plug it in. You wanna plug it in. Okay, um, I'm gonna wait for it to power up. Let's see. Where is it at? It hasn't powered up yet. It's still waiting.
120:00
Speaker 2
1996. and then in this case sir, we'd recommend it to observe again if there's no dropout ok. I'm sorry. refresh. again, your email is sarapski1996@postgmail.com,
121:00
Speaker 1
Yeah. Oh, it's like I got no power to it at all. Hang on a second. You know why? Because I turned off the stupid things. Hang on a second. Something happened. Wait a minute. I lost power completely. I mean, the whole thing went out. I don't understand this. Let me try plugging it in to somewhere else that I have power with because it's like the whole thing, my whole thing went out. Just when I unplugged it, unplugged the back end. I don't know. I'll be I got to get an extension code. Give me two seconds. I'm sorry for this man. You know, I'm unplugging one of the, uh, routers, so I can plug in this T-Mobile device. Hang on a second. Okay, now it's powering up. Something happened to the, uh. I have, uh, like a master unit here, but I have, like, a, a computer and some devices plugged in. and that went out, apparently. So, I, I may have blown a, I don't know. If something happened, either that or this, this, this, uh, strip board went out. Maybe that's why we didn't have the internet.
122:00
Speaker 2
Alright, so it's on now. [silence] It's only a increase of their purchase. [silence] Penetrate and times and god. [silence] Okay, um when you've got it from an account, um uh we tried to call the next in your focus if you found it? [silence] Thank you. [silence] But it's a different kind of things that'll do it. [silence]
124:00
Speaker 1
the box because I mean the screen's always black you can't see anything unless you hit the button on it. It's powering up it's powering up right now hang on a second okay right now it says your connection is good let's see if I got air in it now just trying to connect to gemini project okay okay well um how do I turn off the Wi-Fi I mean I'm looking at the symbol down here the bottom okay Wi-Fi is off let me turn it on let me turn it on yes that is that is correct
125:00
Speaker 2
Please turn off the Wi-Fi first, sir on your computer. turn off the Wi-Fi. Click on the icon and it will show you Wi-Fi. Then just click on turned off. Turn it off right now. It's off right? And then the computer is directly connected to the T-Mobile device, right? Okay, check now if it is online using the Wi-Fi.
126:00
Speaker 1
Keep telling. Hmm. I don't. Do you want me to try to actually turn the internet? See if I can hit something with the internet on. I was trying , YouTube.com. Yeah. I got YouTube there popped up. was staying controlled new Metasolo's Build Striker. which shows like a dog who's trying to fight. Um so yeah, it looks like uh I I can fit fit something on let me see if we got sound. I'm sorry. Yeah, definitely I got YouTube and it's working fine. Okay, thank you. Yeah, we haven't hung up. Okay, you know, I'll hang up right now. I got.
128:00