V2 Rubric Detail — b64b5392-806d-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 16:53
Duration
49m 46s
Contact
519-651-9818
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137300
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall72.4% (+16.4)

V2 Grader Summary

The agent successfully restored Linksys nodes to operational status and isolated the performance bottleneck to the Bell ISP service through logical troubleshooting. While full resolution wasn't achieved, meaningful progress was made with appropriate next steps provided. Technical guidance was largely accurate with one minor irrelevant suggestion, and communication/customer ownership were functional if not optimal.

V1 Case Analysis

Customer reports slow internet speeds (~6–8 Mbps) on Linksys Velop mesh nodes. Agent verified node status, ran speed tests on Linksys and Bell gateway, and determined the issue is likely with the Bell ISP gateway. Advised customer to contact Bell support for further investigation.

Troubleshooting Steps
  • Verified LED status on parent and child nodes (solid blue).
  • Moved nodes closer to the modem and re-plugged Ethernet cables.
  • Attempted to access the Linksys router web interface (192.168.1.1, myrouter.local).
  • Used serial number as admin password to log in.
  • Ran speed tests via speedtest.net on the Linksys node and on the Bell gateway.
  • Swapped Ethernet ports and tried a different Cat-5/6 cable.
Key Observations
  • Agent never obtained the specific Linksys model number, limiting targeted guidance.
  • Repeated confusion over IP addresses (192.168.1.1 vs 192.168.2.1) caused inefficient troubleshooting.
  • Provided inaccurate default admin password information (serial number is not a universal default for Velop).
  • Call concluded with a recommendation to contact the ISP rather than a definitive fix.
  • Agent correctly identified that speeds were consistent across devices, pointing to ISP issue.
Positive Highlights
  • Collected the device serial number early in the call.
  • Verified node LED status and confirmed hardware was powered correctly.
  • Performed speed tests on both the Linksys node and the ISP modem.
  • Correctly concluded that the Linksys system was passing through the same low speeds as the Bell gateway, indicating the issue was upstream.
  • Provided a clear, actionable recommendation to contact Bell support.
Agent Errors / Gaps
  • Did not ask for or confirm the Linksys model number.
  • Gave incorrect default password guidance (serial number is not the default for Velop).
  • Persisted in suggesting the wrong router IP address despite customer being on the ISP gateway.
  • Failed to summarize next steps until the very end of the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent restored Linksys nodes to operational status (solid blue) and confirmed they were passing traffic, but did not identify or correct the root cause within the Linksys system; ultimately determined the bottleneck was with Bell's ISP service.
R2 Met Diagnostic thoroughness conf 85%
Agent guided customer through moving nodes closer, checking LED status, rebooting modem/parent node, testing Ethernet cables, running multiple speed tests from different points, and attempting to access the web interface — a logical sequence that meaningfully advanced diagnosis.
R3 Met Correct resolution path conf 85%
Agent correctly pursued verifying whether the issue was with Linksys equipment or upstream (Bell). After testing showed similar speeds on/off the Linksys network, concluding the bottleneck was with Bell’s service was reasonable based on evidence.
Technical Accuracy
T1 Met Technically accurate info conf 80%
Agent identified key symptoms (solid red light, slow speeds), asked about internet plan, checked physical connections, LED indicators, and network topology, and used speed comparisons across segments to isolate the issue to the ISP side.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used customer-run speed tests, ipconfig, direct Ethernet connection, and attempts to access the router UI — valid tools for diagnosing throughput and connectivity issues when remote access wasn’t available.
T3 Partially Met No misinformation conf 90%
Agent correctly advised on default passwords and LED meanings. However, suggesting splitting the 5GHz band to improve speed for a mesh node setup is irrelevant and not supported by KB, as this applies only to IoT/Smart Home compatibility or general frequency differences.
Communication
C1 Partially Met Clear & professional language conf 80%
Call contained long silences and some disorganization, but agent maintained basic control by directing steps, confirming observations, and guiding transitions — framing and pacing could have been improved.
C2 Partially Met Confirmed understanding conf 75%
Agent used terms like 'parent node' and 'solid blue' appropriately but did not consistently confirm understanding; customer followed instructions successfully, suggesting communication was functional if not optimal.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call throughout a lengthy troubleshooting session, did not transfer, and followed through until the customer concluded the issue was with Bell — demonstrating ownership despite the unresolved state.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set a formal timeline or follow-up commitment, but did guide the customer to a logical next step: contacting Bell with evidence from testing — a realistic and informed recommendation.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — agent conducted sufficient troubleshooting to determine the likely issue was with the ISP, not a complex hardware/software fault requiring engineering escalation.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and professional throughout, but did not explicitly acknowledge the customer’s frustration or effort, missing an opportunity for deeper empathy.
X2 Partially Met Tone & rapport conf 75%
Agent adapted to the customer’s technical level enough for them to execute tasks, though pacing was occasionally off due to silences and repetition — but engagement was maintained.
X3 Partially Met Overall experience conf 80%
Customer performed many manual steps, but these were necessary given lack of remote access and unclear initial setup. Agent minimized repetition and used customer’s presence on-site effectively, reducing overall effort where possible.
Call Transcript87 turns · 93 lines
Speaker 1
welcome to, hey, hey, how are you? I'm doing good. Thank you. I did have a question for you today. Good, I have one of your products that I installed maybe two or three years ago. It's one of the, you know the the link six links as cubes, I guess you would say. Oh, yeah, it's not a router. It's one of those, uh, I can't read it. I'll take a picture.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is Reggie, how can I help you today? [silence] Hello? I'm fine and how are you too? [silence] And what is your? [silence] Uh huh. [silence] [silence] Linksys nodes. Uh routers.
00:00
Speaker 1
but it's one of those uh kind of repeater systems Yeah, hang on a sec here. Let me just take a picture of this. okay. Good. Um is Wi-Fi developed setup the password recovery key. So that's not it. Let me go to it. Yeah, okay. So serial number is 20 J 206 0 7, 91 2,992.
01:00
Speaker 2
Okay, repeaters, can you please provide a serial number? Do you have any serial number of the router? S slash N. Okay, so how many links [silence]
01:00
Speaker 1
There's one downstairs and there would be one, um, and the shut out, uh, whatever. So there's two in total. Both what? Oh, yes. Sorry. Yep. Yep. Yeah, it's, um, I don't know what he's done inside, but this one here, um, this is for the outdoor, kind of patio area. There's a TV and there's internet out there. So, um, what this, I need this to do is just, I hooked it up directly to the bell router and it's plugged in directly to the linksys. Um, I don't even care about the mesh cuz the house he's doing his own thing. It's got a d-link in the house that seems to work fine. So I'm not even worried about it. This all I need is the one.
02:00
Speaker 2
so it seems like the issue if your links is mesh system
02:00
Speaker 1
one working basically, might even unplug the other one, so it's plugged into the network and it's got a red light on it. Is that good? [silence] it's not my first time. No, I've installed a lot of your products. No, I'm calling from Canada. My first name is Frank F R A N K. My last name is Gaiet G is in George, U Y is in Yankee, A T is in Thomas and then T is in Thomas. It's 519-651-98.
03:00
Speaker 2
I get not. It's been it's lost its connection but before we proceed with your concern all about sir. May I ask if this is your first time contacting us for support and are you calling okay and you're calling from United States, right? Okay, thank you and may I know your first name and last name, sir? Again your call back number just in case this call will disconnect.
03:00
Speaker 1
one eight it's my name hotmail It's right. The main router has all its lights on, and I can see it on my phone as far as it seems to be working fine. So what happens is the main router is solid, yeah, the Wi-Fi is working. I can connect I can do a speed test from my phone. So it's just something to do with the Linksys. Uh, yeah. The what mode? [silence] Wow.
04:00
Speaker 2
I'll say it. Okay, frank Gillard Here's my email. dot com Am I know the light indicator of the parent router or the main router? It's solid green. Okay. I know. Kindly move the extender, I guess, you're having trouble with the extender, right? The child mode. Okay. Can we move move the child node or the extender closer to the main router?
04:00
Speaker 1
There is one that's actually, um, right beside the router right now. There is one near the router, right? Yeah. It's, it's right beside it. [silence] Yeah, uh, it's hard to explain. Um, you know what? [silence] [silence] So, the Belrad is upstairs. It goes downstairs to a, just a switch and then downstairs the first Linksys is plugged directly into the switch with the, but sitting on top of it basically and the second one is out in the shed. So, I, [silence] if we can get the one downstairs working, I can unplug the one downstairs and move it, um, [silence] move it where I need to if I need to.
05:00
Speaker 2
Sorry. Okay. So the other node or the extender is closer to the main router. It's about one foot or two feet apart. [silence] [silence]
05:00
Speaker 1
Would you like me to, to, because we can get the one downstairs working, I'll just move it out here if you want. I don't, I don't, um, have, I think, main links to router. I just have the, the, uh, the extender modules. Long silence. Oh, okay. Okay. So, the, I know what you're saying now. So, if you're looking at the one that's downstairs, it's got the red light on as well, yes. Long silence. Yes. So, so, from the modem, I have one
06:00
Speaker 2
Yeah, but, the main router from Linksys is working fine. Yeah, because you mentioned earlier that you have two Linksys devices. So one is set up as a parent node and one is the child node or the extender. So what is the two the two Linksys devices are both solid red. So what is your setup topology, sir? From the modem?
06:00
Speaker 1
one of the Linksys nodes coming out to, it goes right back to the shed. the other node is downstairs and it hooks up, so the main router hooks up to a switch in the basement and it's hooked up to that. It's all off of the same, the main Bell network. I can move them both to the to the router. Like the Bell router upstairs, I can move the Linksys up to it. So that way they're both in the same network, if that's what you want. Okay, so, you know, it used to be like that. Um, so if you give me one second, I'll do that. You know what, you know what I'm gonna do?
07:00
Speaker 2
Yeah, but the parent node supposed to be plugged in directly to the modem, so there should be no device in between to avoid any issues. Okay, can't we move this one? Just move this child node closer to the parent node so that we can figure out what's really your setup. Your setup, topology, okay, can't get that working on.
07:00
Speaker 1
I'm going to unplug, I'm going to unplug the first one, which is the parent. I'm going to take it and I'm going to put it into the main router. And if you want, I'll bring in the child one and I'll plug it into the main router as well if you want. Okay. You got it. Okay. Okay, so if you just give me one second, I will do that. Okay. Okay. I'm sorry. Okay. Okay. I've got the, uh, patch cord. I'm just moving the one. I'm just looking for a patch cord. So I can plug it in and I should be ready to go. Okay. Okay. Well, I guess that's all you got to do, right? Uh, yeah. I mean, that's like, all it really says. I'm just doing what it says. Okay. So, we're down now, so at least that's good. Um, it's blinking, it's blinking, it's blinking. [silence] It's blinking sort of. Okay. Uh, x s are on and they don't say S on them? Uh, I'm just trying to see. Okay, I just need maybe help with that. Um, it's still not doing it. Okay. Go ahead. All right. It's just weird. Oh, okay. Uh, okay. All right.
08:00
Speaker 2
now no need to plug the main router, just plug them closer to the main router, but make sure the parent node is connected directly to the modem
08:00
Speaker 1
I'll bring the child one I'll bring the child one in closer but I don't have to put them beside each other. Got it. OK. right so I'm just plugging in the patch cord now to the main parent link sys and the link sys uh I'm plugging directly in to the bell router which is the bell which is the main internet bell. Do you know Bell Canada, Bell? So right now, since I plugged it in
09:00
Speaker 2
about one foot uh two feet apart and plug directly to the wall outlet. Feel dying security providers. Okay. Bell. And then what is the light indicator of the parent node since it's plugged directly to the Bell device? [silence]
09:00
Speaker 1
Got a solid light blue. Okay. Okay, still, still a solid light blue. I just keep my eye, I want to, does it matter what either Ethernet port I put, I put the, because there's two of them on those modules. Sorry, um, um, if you're looking at it, I'll tell you how it's set up right now. Hands. But that blue light is a good sign, now, have. hang on one sec.
10:00
Speaker 2
Keep observing it. Yeah, it's connected as it used to be. When it's set up, yes, and it it is not blinking.
10:00
Speaker 1
this has been in and working for a long time. So right now, blue lights on, it's not blinking. And if you look at the ethernet port I've meant, it's the one that's right above the red reset button. Okay, now do you want me to check I haven't moved the other the other node, but you want me to see if it is showing in blue as well. Did you hear that? Yep, all of the blue. Okay, hang on one sec. Clip up here. And let's go. I want to make sure my Wi-Fi is connected to that.
11:00
Speaker 2
[silence] and then check if you can go online. You can go online since it's solid blue. [silence] [silence] Yeah. What is the light indicator of the parent node solid blue means it's connected to the network. So check if you can browse or online can go online. [silence]
11:00
Speaker 1
So a palace, the palace, OK, hang on a sec here. So I'm connecting to the palace which I think is that one. OK, I've got a blue check mark, so I'm outside. Oh, I got a solid blue on the link sys now which I did not have before. So it appears that by me just plugging it into the proper network you've seen It'd be good. It's solid blue. They're both blue.
12:00
Speaker 2
Yeah, and check if you have internet connection, because it seems like earlier. Possibly, class is too, and it's connected to a switch in-between. So make sure the parent notch is connected directly to the modem. What is the light indicator of the parent node? Solid, blue. How about the child node?
12:00
Speaker 1
So put it back to where it was. To be honest with you, to be quite honest with you, I didn't move it. It stayed where it is and it's solid blue. Should I do a speed test? I have my Chrome open. I could try that. Okay, let me try a speed test. Speed test Speedtest.net right now. It's showing, I don't know how fast it's showing here. Let me see. It's, it was, it wasn't even doing a test before, and now it's giving me 7 104 download speed. I don't know if that's great, but 10.14, but it's in the country, right? It's country satellite. It only gives me the download. 7.14. Okay, a test again. Oh, hang on. Wow, okay, that's different. Um, I'm up to 10 now. Well, maybe not. Now it's going back down. 8.45. Yeah, I'm on my phone.
13:00
Speaker 2
7.1. What is the download speed? Can we do it for the second time? So 8.45. And for the last time, and you're connected wireless via wireless right?
14:00
Speaker 1
I only fucked. Sorry, a bird almost hit me. So this one 6.880. You know what? I'm not the guy who uh I'm just the installer of the system. I don't live here. So I don't know what My employee is coming back with the uh my laptop that I forgot. But what I'll do is I'll do a speed test off the main router and see what it is. And if it's the because it technically speaking, it should be pretty close, like maybe a bit better at the router. But say the router is 10 and I'm eight out here, then that makes sense, right? I'm not yeah, not right now. Thank you.
15:00
Speaker 2
That's okay. Again, may I know your internet plan or your internet speed subscription from Bell? Okay. Yeah. And do you have a laptop or a computer, sir, which we can use to access the router settings?
15:00
Speaker 1
I don't and I don't even have the password for the router. Okay. Well then, you know what? Like I said, my guys, seven or eight megabytes per second download, is that pretty bad for country internet?
16:00
Speaker 2
Okay. Okay. About it's okay. We can actually change the router password anytime. All you need to do is to make sure that you have a Wi-Fi name and a Wi-Fi password of the Lynxess network, so that we can proceed with the advanced troubleshooting process. Yes, because it's not... Yes. That's why we need to check the router setting. We can try to split the bandwidth and allow you to connect with your 5 GHz band since it will provide a better speed. But would you like to proceed with 5 GHz band? We also need to check the Ethernet cable that we can only do it when you're going to access the router settings or the web interface of our Lynxess device.
16:00
Speaker 1
[KEEP_UNCERTAIN] protocol number, so there's, so basically, I don't have my lap. So I guess I just have to call you back. Is that okay? Do you have a, is there um, do you need to send me a file number? Okay. Okay. Give me one second and I'll go do that. Yep. Okay. Don't worry about the the trial mode. Yep. Okay. They're both beside each other so that would be easy to do. Okay hang on a second here.
17:00
Speaker 2
Do they want an iPad? Or do you have an iPad or a laptop in your hand? But how about this one, sir? Let's try to do a reboot process. Unplug the modem from bell. The power adapter. Yeah, make sure to unplug the power adapter of the bell modem and the parent node from linksys. No need. Yeah, no need to unplug the child node, just the bell modem and the parent node. And let's wait for 30 seconds to plug the power back. [silence]
17:00
Speaker 1
Okay power is down okay then which one do it after therapy seconds do I plug the modem in first? Okay my laptop should be here soon too so is I remember last time there might have been an app or something to do this on is there an app to [silence]
18:00
Speaker 2
okay so let's wait for 30 second. and after 30 go ahead. know know parent know. sorry. And yes the the link is up. but then the link says up doesn't have the option server we can split the panned red. Only the web interface. You can only do that. Yes. Parent node first, and then when it starts to solid blue or blinking, proceed to plug the power back up the modem. Yeah. So, plug the modem. Now let's wait for three up to five minutes for both devices to fully boot up. You're welcome, sir. And by the way, you have also the option to set your phone into desktop mode. Okay. Okay, I see.
18:00
Speaker 1
So yeah, be nice to plug, I have an RJ45 jack on my laptop because it's a bit older, so it's kind of nice that I can plug right into stuff and access what I need. But yeah, the Bell, I think the default IP of the router is 192.168.2.1 and that should take you into the modem. I don't know. I don't know if he's changed the password. If he has, I don't know it, so that could be an issue. But like usually when you get the Bell modem, it has the password on the back of it because it'd be the same as the Wi-Fi password on it, but sometimes people go and change it. So I have his main Wi-Fi. I have his main Wi-Fi password, so we could try that one as well if we have to.
20:00
Speaker 2
Yeah. Yes. Okay. [silence] Yes, exactly. But you know, the Wi-Fi name and Wi-Fi password of the linksest, right?
20:00
Speaker 1
He's got two or three different um . . . names going on here, so I'm trying to figure out that. . . . Um, . . . This, uh, doop. Uh, I do believe I do know the links password, yes. In the name of the Wi-Fi. Uh, yeah. Yep. It's starting to boot up. There's a red light on the Linksys, cause there's no internet. Yep. Yep. Always start, always starts with one light and ends off with seven, but I've got about four or five lights on so far. So, it's slowly booting up. Okay, cool. And in the meantime, my employee just arrived. So, I get him to set up the laptop.
21:00
Speaker 2
It's okay. Mmhmm. This is the modem is also booting up. Okay that's good so let's just wait for the device to turn solid green or solid blue again. Okay. Sure.
21:00
Speaker 1
okay, so it looks like the modem has got Internet. And the, so the Internet's on, the Wi-Fi zone, the Lan zone, power's on. So the modem looks like it's done its boot up process. And , yeah. Yeah, I haven't done anything to it. The, uh, the Ethernet on the Linksys parent node is flashing green. So, oh, hang on. Okay, the Linksys just went blue. [silence]
22:00
Speaker 2
the parent node a still solid red. Okay just keep on observing it. I just make sure that your Ethernet cable is properly plugged in. Okay then try to reconnect your phone. Maybe you just forget the network first, select your SSID again, and enter the Wi-Fi password
22:00
Speaker 1
okay. okay, I'm gonna get this network okay. try to think of what it's about okay, okay, let me go. I'm just gonna put the password in now. okay, I just put the password in.
23:00
Speaker 2
And let's check the speed if it's improved or still doing the same thing. And then can we do a speed test again after you reconnect your phone? [silence]
23:00
Speaker 1
So let me try the speed test. Where's Chrome? OK. So right now I'm not outside. I'm in the house. And Yep, no, I'm right near the parent mode right now. So I noticed that the the download speed looked like it was a bit better, but let me just double check here. Yeah. Download speed 8.14. Well, I really don't know. 14 again. What? Trying to hold that. So, when you get in here, go into the download on 192 and always fix it. So 201. You have to do it from your Chrome. Oh God.
24:00
Speaker 2
Okay, closer. Closer to the bed and now it because you're connected wireless. Okay. Sorry. Eight. Yeah, let's try.
24:00
Speaker 1
Okay. Okay, yeah. Okay, I can, um, yeah, I don't know, I'd have to give him a call and and ask him, but country internet is usually typically, um, a lot slower than the internet in the city with, uh, you know, like fiber and stuff like that. But I'd have to ask, I just can't ask right now, unfortunately. Um, so right now, uh, right now we're gonna go onto the web. See right now I'm doing a download. It's giving me like 1.2. Okay, I'm on it. So would you like me to go into the web interface of the bell modem, 2.100? Okay. Okay. Okay, so, okay.
25:00
Speaker 2
to access the web interface but can you please ask him to regarding with his internet plan from Bell? Let's try to access the web interface. Yeah it's too slow. But let's just try to access the web interface. No no the Linksys Linksys router. Make sure you are connected to Linksys router.
25:00
Speaker 1
So right now do I take the cat 5s from my computer and plug it directly into the back of the Cisco? Okay cool I'm doing that right now. Um Now I'll get my phone's gonna die need it right here. Okay, this is Austin he's on the computer right now so he'll be talking to you. Hello? Hello? I'm plugged into the Cisco. I, okay hi.. Okay. Sure, I'm not the house owner so I don't really know much about it, but what's your question? Yes sir. I I don't know that right now. I'm gonna have to find that out. So the homeowner's not home, we're here just to do a service call. [silence]
26:00
Speaker 2
Yes. Hello yes um uh we are from linksys linksys technical support. Okay now may I asked regarding with your internet plan or internet speed subscription from bill? Is it is it about one gigabit per second 500 in BPS. Okay yeah it's okay.
26:00
Speaker 1
Cool. Well, here, here's a quick, here's a quick idea. I'll run it by you. What if I plug my Cat5 into the back of the Bell router and on my computer, I'll do a speed test. So that'll tell us what the speed coming into the house is. Cool. Okay. That's what we'll do. So hang on. One second here.
27:00
Speaker 2
yeah because it seems like you're getting a slow internet speed. So I need also to verify your internet plan so that we can differentiate and figure out what's really going on with our linkages. Mhm. Yeah but try to connect the cat 5 or the Ethernet cable to your parent nodes or from linksys and let's do a speed test. Sure. Mm-hmm. Yes, please. [silence]
27:00
Speaker 1
So on the, when I was on the Bell, seven, right now it's two. No, sorry. It's upload. So I got seven and I got like two upload. So, just so you know, um, my employee put into the, straight into the Bell router and it was the same. Eight megapixels down, two megabytes down and two up. So it sounds like the link this is doing its job. It's the same speed as the main router. So the what that would tell me is the main router is the problem. Or the the speed coming in. Okay. Okay, I'm, I'm on the web right now. Okay. Um I'll tell you right now. Just keep it. Um, yeah, we're connected.
29:00
Speaker 2
and said to Yetu, All right, but of course, let's just check also, sir, if it might cost with the Ethernet cable. It might be the Ethernet cable causing the issue. So, let's proceed to access the web interface. So open up Okay, on the Linksys, uh your network status shows connected.
29:00
Speaker 1
Okay. I'm just opening up Wi- So you want me to do the Windows troubleshooting, the network troubleshooter? Okay. It's opening that page right now.
30:00
Speaker 2
Okay. Okay. Yeah. make sure that you are on the web interface of Linksys not the. now we need to access the web interface so you need to open a browser Chairman then kindly type on the address bar the 192. 168. 1. 1. Okay. then enter.
30:00
Speaker 1
192.168.168.1.1 is loading right now. Says that site couldn't be reached. So is there another IP that you can give me? Okay, hang on, I'll get the IP for us. I'm just in command prompt I'm seeing if for us. it's 192.168.2.1. Yeah. Yeah, that's the Bell router.
31:00
Speaker 2
Okay How about my router dot local? Okay Can they access that?
31:00
Speaker 1
Yes. So currently, the default gateway, 192.168.2.1. Okay, I'll try this one. Yeah. I tried to connect. It's uh 192.168.2.77 and it's not working. Yeah, so that's the 192.168.1.1.
32:00
Speaker 2
Okay, it's a Bell router, so we're not going to access the Bell router. So just try to use my router.local. [silence] How about my router.local? [silence] No, no, no, just write on the address bar, sir. [silence]
32:00
Speaker 1
Okay. My router. does not work. Yes, correct. I have the Wi fi name is called network 15 and I don't have the password for you. Okay.
33:00
Speaker 2
My router dot local. My router dot local. But are you connected to the parent node of Linksys? The Linksys router? uh do you have its Wi-Fi name? Sure. and Wi-Fi password. Maybe you can try to connect your computer to the Wi-Fi name and Wi-Fi password of your router, but since you don't have that information, let's proceed to use a different browser. Is it the try to use the Microsoft Edge or Chrome.
33:00
Speaker 1
okay so now I'm on edge and I'm gonna type in my router Cool, thank you be nice Yeah, it does not work Oh hang on saki Okay, so I'm me Plug cat 5 and put it in the back of the bell. Okay, so, yeah. Um, so we leave the so we'll leave the internet cord. And you want me to go into the internet of my computer and get on the wi-fi of the bell? please. The grill camera. Okay, cool. So right now, the palace is a, a little populated. So, to the left. M G capital N. R I L, capital Bana, A, capital C, Then capital three. Okay, how much do I got left? 10. [silence]
34:00
Speaker 2
No, no. Make sure it's connected to the lineup parent node. Yes, because you might cause basically, you might still connect to Bell network.
35:00
Speaker 1
[KEEP_UNCERTAIN] So excuse me, she wants you to connect to the, yeah. Okay, so I'm connected to the link sys Wi-Fi now. Yep. The one is still? No, it's still connecting. Is this sure the balance is better? It's not going to, the lake house. Is the one in the house is the power is the one that was outside. Want us to do a command prompt, see what we're on right now? Let's open the same video. See how it be, bridge.
36:00
Speaker 2
Okay, that's good. So kindly try to open Google again, and then type 192.168.1.1 first.
36:00
Speaker 1
It's right up the bell right now. So, that's a problem. So, right now, when I do an IP config, it's pulling up 2.1. So, it almost appears I'm on the bell. Is that because the LINC says SinkparentNode is plugged into the Bell router? Correct? Do I can do a Cmd and then do a an IP config. Is that understood? So I can see what my computer is grabbing. So I did that and it's grabbing a 2.1. So I can't, I can't do the 1.1. I almost feel like I have to unplug the bell from the. Okay, do that. That is the default. That's the bell. Bell uses 2.1. Rogers uses a 10.0.0.1. So, I can I can see the router now. It's pulling. [silence]
37:00
Speaker 2
So you were able to access the IP address? Okay, go ahead. Yeah, it's okay. No need. Just use 192.168.2.1. it might be the default IP address of the router.
37:00
Speaker 1
So I'll just give that a sec, and then we'll see what it's pulling. Okay, so, try speed test. I don't think this has ever worked. Okay, try administrator. Okay, no. Seem, pull that down. Yeah. Try the, what, it should say password. Serial number. No, password. Hang on a sec. Okay, I'm just trying to log into the router. Your default password is the serial number. Oh, is it? Okay. Okay, we're just putting, the default password looks like it's the serial number of the router. We're just putting that in. appreciate your help today too. Okay. Okay, we're in now. So go back up to that speed test. Yeah, that's where we are. We're about to start. So we're going to do a speed test on your router. So the Bell modem, when you get into it, it has an option for doing a speed test. So we're just going to give that a try. And then after that, we can look at whatever settings you want. So right now, it's just giving us a round circle, and it's in the middle of testing. So it looks like there was a history done. That was in '23. Yeah, in '23, which is three years ago. Um, they'll [silence]
38:00
Speaker 2
Yes ed. OK.
39:00
Speaker 1
there was a speed test done. And at that time, he was getting 24.51 Mbps with a 3.79 upload speed. So, that's that's three years ago, so I'm not sure where it is now. So, right now, we got 6.4 up, too. So, that does appear to be the problem we're having because when, I think the link is doing its job. It can only do what it's got, right? I'm not on the link system right now. I'm I'm logged into the bell router. the main router. No, no, I didn't. No, I did not. I'm still I'm logged into the bell router, but I'm still plugged into the parent node. Yeah. [silence] No, I'm currently I'm. currently looking at my.
40:00
Speaker 2
yes right now are you on the lynx as Linksys Smart Wi-Fi Tools okay so when you are plugged in to the bell router did you unplug the parent node and use the same port okay make sure to use
40:00
Speaker 1
Yep, Hang on, let me check. So, I'll unplug the parent node from the router or from the computer? Okay, will do. Yep. Okay. Okay, I will do. Okay, so I've got the computer into the parent node into the same port that was plugged into the main router and I'm... The model and another the moment is the Bell 2000, the Bell Hub H-U-B and then 2000. Is there a model number in the back of that?
41:00
Speaker 2
same port. Unplug the parent node. Unplug the parent node from the modem, from linksys. Unplug the linksys parent node from the modem, sir, and connect your computer to the same port where the parent node connected. and can you please provide also the model number of the modem? It's East West.
41:00
Speaker 1
yeah. Hang on, it's called the fast? 5250, HomeHub 2000. the fast 5250... HomeHub. HomeHub 2000. Okay, so now I'm plugged directly into the node, the parent node. Would you like me to do a 1.1 now? Oh, so you want me to go right into the modem itself and do the the speed on the the actual motor. Okay, fair enough. Okay, pick it, yellow cord can go back, but not into the motor. You can leave it out on the on the okay, cool, go back to me. Go ahead.
42:00
Speaker 2
Mm-hmm.No, no, what I mean is that you need to unplugged the parent nodes there when you're going to connect a computer directly to the modem to check the speed. Yeah, actual modem.Okay, now look, let me just confirm, sir, you have, okay, so you have two devices provided by Bell, a modem and then a router or this is a gateway. It's a combination of a modem and a router.
42:00
Speaker 1
It's it's it'd be a combination. It's a satellite, so it goes into a satellite switch. Can we try that? Sound, not right now. So it's just a little black box downstairs and that goes up into the main router. And then everything goes, um, the main router has other switches and then, they go all over the place. So. But right now, just so you know, just to be, so just to be clear, I've got my laptop plugged into the Home Hub 2000 Bell router directly, and I'm trying to log in to the router. Yes, and do a speed test. So I'm I'm doing the speed test as we speak. Okay. It's taking his time. Usually takes a couple of minute.
43:00
Speaker 2
I'll get to that. So let's just try it. Go ahead and do a speed test.
43:00
Speaker 1
I'm down to eight. Is there a. Okay. Okay. So we'll find out what's going on here. And we may have to default, I guess the link sys if there's if it's a lot faster without the link sys. It's it's terrible. It's 5.3 downloads paid into upload. So, um, I think it's the bell. I think the Bell modem, um needs to be looked at. I think your link sys is fine. Oh yeah,
44:00
Speaker 2
So when you connect your computer directly to Bell router and do a speed test, you're able to God. How many Mbps are you Yeah, and but also consider also to use a different internet cable. Look for the cat five P or cat six. [silence]
44:00
Speaker 1
No, no, I've, I can do, you want me to try another cable? I can try another cable. Okay, hang on a sec. I've got, I've got a box of cables here. Okay, I'm going to, you can leave the blue one. Just plug the green in. I'm playing another, I'm, um, trying another cable and there's four ports on the back. So I'm, Hey, Austin, use a different port. So, I'm just gonna use a different port just to see the port makes the difference. So, because all four ports should be doing the same. Yeah, I don't know. Um, I'm not sure what you mean by, what do you mean by that? Yeah. now, I don't know if maybe that's forwarded to the DM. we may have to, it's so interesting. Why don't we restart the tile?
45:00
Speaker 2
Yes, because it is a gateway, it's a combination of a modem router.
45:00
Speaker 1
Bell goes to the, you know what, we should probably find out at some point if the, if the Bell modem is bridged over to anything because it was, it was connected to a D-link and then the D-link went downstairs through a switch and that's and then the two, the two Linksys were both connected to the D-link switch in the basement. So, once the speed test is done, I'll get you to look into, we'll go into the Bell and just make sure it's not bridged. If it's bridged then we'll have to plug everything into the D-link. [silence] Yes, exactly. I kind of don't think it's the Linksys myself. I think you're right. It's uh, but like if, if, if this was bridged internet-wise it was bridged. It, it wouldn't
46:00
Speaker 2
Yeah, maybe... The link switch because regarding with this is just your main cost with this one, it might be the ethernet cable or your setup. yeah it's it's too slow [silence]
46:00
Speaker 1
Network 16 isn't a new network, it's the same speed. We'll go back in the uh. So it's the looks like the speed test is doing the same thing. Six and change. And two. Where's the Bell? Where can I tell if it's in the bridge mode? Oh, I can't go back in there. Okay. All right. Well, listen, you know what? We tried the Bell model. We hooked the Bell modem back into the DLINK to see if that was an issue. And we've done pretty much everything we can for a speed test. And I'm getting the put this back in the Bell. I'm getting the exact same speed. So if you ask me, take the gray cord and plug that back in the Bell. It sounds to me like it is a Bell issue. So, um when I plug these nodes back in they'll go blue again and we should be good. And I'll just call and contact Bell. It's 6:00.
48:00
Speaker 2
Uh huh. Okay, good. So slow. Okay. Uh huh. Okay, good. So slow. Uh huh. Uh huh. Okay. Okay, go ahead.
48:00
Speaker 1
It's 6.4 and 2.3. So 6.4 Download and 2.3 Upload. So, it's slow. So, anyways, that is basically all we can do. Awesome. Can you send that to my email? Okay, that's awesome. You got it. You're the best. Thank you so much. You too.
49:00