V2 Rubric Detail — ba354130-73ec-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:59
Duration
80m 38s
Contact
Chris Shepherd
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135216
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: initial setup - MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall38.0% (-0.1)

V2 Grader Summary

The agent failed to diagnose the cross-generation incompatibility between WHW03 and MX6200 nodes, leading to inaccurate guidance, repeated troubleshooting loops, and no resolution. Despite escalation to L2, the customer's issue remained unresolved due to missed diagnosis of a known limitation per KB. Customer effort was unnecessarily high due to repeated steps without root cause identification.

V1 Case Analysis

Customer unable to complete setup of new MX6200 nodes; app loops after entering SSID/password. Performed resets, app reinstall, attempted web UI and 5‑press method. No resolution; escalated to Level‑2 support (213‑289‑3408).

Troubleshooting Steps
  • Factory reset both MX6200 nodes (reset button hold)
  • Deleted and reinstalled the Linksys app
  • Guided customer to connect to the default Wi‑Fi and attempt router access via http://192.168.1.1
  • Suggested the 5‑press method for node pairing
  • Attempted to add the new nodes as child nodes to the existing WHW03 mesh
Key Observations
  • Agent incorrectly recommended the 5-press method for standard MX6200 setup, which is not supported per KB (only for diagnostic escalation on specific models).
  • Agent directed the customer to access 192.168.1.1 while still connected to the Google Fiber modem, resulting in the ISP’s configuration page instead of the router interface.
  • Agent failed to verify firmware version or check for known app issues before suggesting unsupported procedures.
  • Customer frustration escalated due to repeated loops and contradictory advice about app compatibility with WHW03.
  • Agent ultimately escalated correctly to Level-2 support with a clear path forward.
Positive Highlights
  • Collected model number and partial serial number early in the call (transcript [02:00]).
  • Displayed empathy and apologized for the inconvenience (transcript [01:00], [80:00]).
  • Provided a clear escalation path with a Level-2 support phone number (213-289-3408) (transcript [79:00]).
  • Attempted multiple troubleshooting avenues including reset, app reinstall, and alternative setup methods.
Agent Errors / Gaps
  • Recommended the 5-press method for standard MX6200 node pairing (incorrect per universal_5press_models.md — this method is only for diagnostic escalation on specific models, not general setup).
  • Directed the customer to access the router via 192.168.1.1 while still connected to the Google Fiber modem, leading to the ISP’s configuration page instead of the Linksys interface (transcript [49:00]).
  • Incorrectly claimed the WHW03 series is no longer supported by the Linksys app (transcript [07:00], [08:00], [58:00]) — KB does not state this, and the customer confirmed it was working.
  • Failed to verify firmware version or check for known app compatibility issues before suggesting troubleshooting steps.
  • Suggested accessing 192.168.0.254 and 192.168.0.101 (transcript [48:00]), which are not standard Linksys default IPs — this is inaccurate guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remained unable to complete setup and agent suggested returning the product; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, app reinstall, and web UI attempts but never identified the core compatibility issue (WHW03 cannot be mixed with MX6200).
R3 Not Met Correct resolution path conf 90%
Agent did not determine correct resolution path; suggested replacement without confirming warranty or incompatibility, and gave no concrete fix.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent asked for model numbers and ISP but missed key diagnostic questions about firmware version and cross‑generation compatibility.
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied on customer trial-and-error but did not use the KB to confirm incompatibility; skipped the essential tool: checking cross-generation support matrix.
T3 Not Met No misinformation conf 98%
Agent incorrectly claimed the WHW03 is no longer supported by the Linksys app — contradicted by KB, which confirms WHW03 uses LinksysNOW interface and is compatible with app.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving but often paused, gave vague instructions, and lost clear direction several times.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical language and did not consistently confirm the customer's understanding; the customer remained frustrated.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and attempted many steps, but ultimately transferred the customer to a Level‑2 hotline without a firm resolution.
O2 Partially Met Proactive follow-through conf 85%
Agent gave a next step (call L2 at 213‑289‑3408) but did not set a timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first interaction; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent escalated to a Level‑2 troubleshooting department after extensive attempts, which is appropriate for a complex app‑router issue.
E2 Met Escalation prep & handoff conf 90%
Agent provided the correct phone number for the L2 hotline and explained the reason for escalation.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered apologies (“I’m sorry to hear about that,” “I’m sorry for the trouble”) but empathy was generic and did not fully acknowledge the customer’s frustration.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a technical tone and did not adapt to the customer’s increasing frustration; limited engagement checks.
X3 Not Met Overall experience conf 90%
Customer had to repeat many steps (reset, reinstall app, try multiple setup methods) causing unnecessary effort.
Call Transcript158 turns · 160 lines
Speaker 1
Yes, I'm replacing an older links is developed system with a new developed pro 6E 2-pack.
00:00
Speaker 2
Welcome to Linksiss 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.links.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksiss. This is Ice. How can I help you?
00:00
Speaker 1
um and as I'm going through the installation the router detects the internet um and allows me to set the SSD and password but then it fails when it starts trying to link the account um and keep sending me back to a reset your node or all I can select is I already did that and then it starts the install process over again and I'm just in this constant loop where it never finishes. Yeah the new one. Yeah the serial number is um well and I um cuz I have two nodes so I think they are two separate serial numbers but one of them is 5, 8, W as in whiskey, 1 0 M as in Mike, 2 and the other one is 5 8 W 1 0 M 3 as in three, sorry
01:00
Speaker 2
I say I'm sorry to hear about that. Can you provide me the serial number of that
01:00
Speaker 1
9D as in Delta, 07901, correct. Yeah. So, I'm primarily, I'm going to use these two notes, and I was going to use one of the old nodes to keep it as a a client. Uh, it is a I and now
02:00
Speaker 2
All right. So your Linux product is model MX6200. You have two nodes and mentioning that you have a previous existing nodes. Did you want to set those nodes together with these new nodes or you're only gonna use this new node you bought? The Okay, what's the model of the previous nodes you have?
02:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] yeah it's Chris Shepard Shepard is SHE P-H-E-R-D S-H-E-P-H-E-R-D DJ 7-9 at gmail.com
03:00
Speaker 2
sure, all right. So, all right. Normally the shepard, uh, what about your email address?
03:00
Speaker 1
no, C as in Charlie, J as in Juliet.
04:00
Speaker 2
Departed D.J. as in DJ, not DC. Departed CJ. All right. Seven nine at Gmail dot com. All right. Please may I know who's your Internet service provider? All right. I need you to do a reset first on your two nodes. Ok. Is that alright? Yes. Because we're going to set them up again uh and I'll walk you through the steps, maybe there's something uh that we, that you missed on setting up the...
04:00
Speaker 1
Okay. I'm positive I didn't miss anything. I I've went through, I spent four hours going round and round on this. I went through every step. Want: Okay. Okay. My my I think it's an issue with the app, because and I've got the latest app. I've I made sure I have the the latest. But it's, it's an app app software issue that is just getting stuck in this endless loop. So, Um, Uhm, g fiber. Like google fiber, g fiber.
05:00
Speaker 2
Yeah. Right, because the link is up as an instruction on our guide. So it's very easy to follow. But let's just all try to redo the steps when you set up the nodes. Okay? So that we can figure out what went wrong. What was the- yes. What was the internet service provider again? G-Fiber? Uh not geek? I see.
05:00
Speaker 1
Sure. Yeah. Um, it it's powering up right now. So I'm waiting for the light to stop flashing before I get reset. No, it, I, yeah, I already had the, like I said, I've, I've used this, this previous mesh system for years with no issues. Um, and just trying to set up a new one.
06:00
Speaker 2
All right, so I want you to do a reset first on your two notes. Press and hold the reset button. Uh, it flashes bright red and then it will turn off. Once the light is off, you can let go. Okay. Okay. All right, that's good. Uh, while waiting for the reset of your two notes, I want to know, uh, Chris, if you already have a link to this app before or if it's your first time installing the app. Mhm. So, okay, so when you open the link, this up, you'll [silence]
06:00
Speaker 1
[silence] [silence] I saw it did this set up a uh new. [silence]
07:00
Speaker 2
Into it, using your email, uh, account. Am I correct? All right. And the email account that you used, that was the one you used with your previous node, the W-H-W-0-3 model? Okay. So, when you open the app and you log into the, login with the email address, did you select set up a new Wi-Fi or manage your Wi-Fi? Wi-Fi. Wi-Fi. And you use your email account? So, here's the thing, Chris. The account you used to link with your previous node may no longer be, uh, applicable with the Linksys app now, because the previous node you have was
07:00
Speaker 1
I'm not I'm uh... I'm not I'm not following what you're saying because you're saying that the app is no longer Apache able with the WHW series, but I still have
08:00
Speaker 2
uh work on the, like a World model w series. And the w o series w h series have made some updates and one of the update is that it no longer um, it's no longer support the setting up of the w w series using the Lynx but it's no longer applicable using the Lynx up for w series. And therefore, your account that linked it to the your previous node may no longer work as you created that account linking it to the previous node. Yes.
08:00
Speaker 1
well
09:00
Speaker 2
[silence] Let me show. Mhm. Yeah but uh you're using the account you used with your previous note, so that could be a problem. [silence] So we'll try to set up, uh, we'll try to set up your two new notes without creating an account, which actually you can use the linked app without linking an account. Uh, just logging into it using the router password. So that you could freely enter the app without uh using an email. Mhm.
09:00
Speaker 1
use the same SSID and password I've been using, so again, if if there's no if if you've if you've limited the functionality of the app for for transferring to a new one, then I'm just not going to stick with you guys. Right. So, but I I'm I'm in my account. I'm not I'm not that doesn't make any sense. What you're telling me is that my account doesn't work with WHWH, but I'm in my account now controlling the WHW series. So, I'm not like what you're saying is not making sense to me.
10:00
Speaker 2
Yeah, but was uh as I've mentioned a while ago Chris, the account you created was linked to your WHW series. And that will no longer work because of the changes made for the WHW series. [silence] Okay, uh let's try to logger in using your [silence]
10:00
Speaker 1
That's what I've been that's what I've been. That's what I've been telling you. I'm logged into my account. It works. I have no issues with my current account with the WHW series. My issue is with the new router?. Correct. But it's after it detects the internet. It successfully connects to the internet. And then I go to set up my user ID, the SSID and password. And it links and as it it links to my account. And then it backs out and tells me to reset. And there's nothing else for me to do other than say I've already reset it. And then it starts the whole install process again and I never get past [silence]
11:00
Speaker 2
See that you're, but you mentioned that when you set up your new note, you're getting loop
11:00
Speaker 1
passed the reset the router screen, but it's not, it's not an account issue with my WHW model, because I have no, it's not an account because I I'm logged into my account, I have no issues there. Okay. So, yes. it, it is a solid blue light. [silence]
12:00
Speaker 2
Hmm. That's right. Yeah, it's not really your email address, but the thing is that because the account you use when setting up your Wii was linked to that account. So, it could be one of the probable cause. But let's see. What would be the result. Okay. You have reset your two nodes, and can you tell me what's the color of it slide? Okay, that's good. So, one of them is already connected.
12:00
Speaker 1
No, it is not yet because before I can connect it, I would have to reset my Google fiber modem to flush out the old Mac info from the WHW model. So I have not yet. I did yesterday. I went I spent 4 hours doing this over and over again. But it was, so I've already done this multiple times. Are you asking me to connect it to my Google fiber modem now? Okay. That that
13:00
Speaker 2
To your Google Fiber. The parent node. Um-hmm. So, um, you didn't connect one of the MX6200s to your Google Fiber. Mm-hmm. Yeah. Yes, you need, yes, you need to connect one.
13:00
Speaker 1
So you need me to disconnect all of the W series, W series, first and then flush, reset the Google Fiber modem, correct? Okay. Right. That's, yeah, that's what I wanted. I mean, that's why I'm trying to upgrade to it. My question though is you're telling me I'm going to use the the new account, but I don't want to use the SSID and password with the Linux account.
14:00
Speaker 2
So we set up your new nodes or the parent that we're going to use is the MX 6000 because it's much better than the WHW series you have and it
14:00
Speaker 1
Assessment router and I wanna use my personal SSID and password.
15:00
Speaker 2
Yes, you can still set up your own Wi-Fi password and name. What I mean to say a while ago is that so that we could set up directly your nodes, we will log into it using a router password, so that we'll know if there's a problem with the Linksys or if it's the account that is linked to your [speaker 2] WI [speaker 1] H3S. now Okay. Yes. So make sure your Google Fiber modem, there is nothing connected to it except your new MX 6200. The that will be your parent node. Yes.
15:00
Speaker 1
Right. Okay. Just one second. Okay, I'm connected.
16:00
Speaker 2
You just need to unplug the cable connecting it to your modem. Mm-hmm. All right. Now, I want you to look at the bottom of your MX6200, the one that's connected to your Google Fiber modem.
16:00
Speaker 1
Mm-hm. Yep. Yeah. Okay. Yeah. I'm doing that now. Okay, I'm still connecting. Told me it can't connect to the network.
17:00
Speaker 2
Oh, looks like it's Wi-Fi name at the bottom of it. There's a default Wi-Fi name. So I need you to connect to the default Wi-Fi name on your mobile phone. Once you're connected, type in the Wi-Fi password which is also the default Wi-Fi password at the bottom of the parent node. And then open your Linksys app. Once you open the Linksys app, select setup a new Wi-Fi. [silence]
17:00
Speaker 1
No, it just said it can't connect to the network. It didn't connect without internet. I'm trying again. Okay. Okay. It's I was able to I was able to switch it now. Okay. Now, do I need to log out of my current account? Okay. Okay. Then please wait.
18:00
Speaker 2
That's fine. If it's a connected but without internet, it's fine, uh so long as you got your mobile phone connected to that Wi-Fi name. So, yeah, I'll try to check. Okay. okay, that's good. Now open your. Open your. Yes. Yes, it's better to log out from your current account because we're going to access the app uh without using your account that is linked to your with your previous notes. if there's silence or no speech, output
18:00
Speaker 1
all right, it says uh that the VIOP setup 460 is online Okay. now, now it's saying there's a blip in my settings, give us 30 seconds to see if we can fix it. So, I'm not sure what happened. [silence]
19:00
Speaker 2
Sure.
19:00
Speaker 1
so I've that. that's what I was doing yesterday. Yes. right now I'm opening up Just right now I'm going into the Hold on it just dropped that the the router just dropped. so it's not even showing in my available networks anymore. alright it's it's it's connected the light is
20:00
Speaker 2
So if you follow the procedure set up and enable a new Wi-Fi, the network, develop mesh router, I want... So I want... Okay. I want to check your parent node, what's the light. Okay. So I want to know the...
20:00
Speaker 1
The light is white. It's set. My phone is now connected to it. [silence] Yes, it is connected to my phone on Wi-Fi. On the... Yep, on the app. On the app, when I when I go into the app on the dashboard, it shows the model the bF setup 460N, which is the the name of this router. It says online and it shows it's got a check mark by the internet and it shows one device connected. Two [silence]
21:00
Speaker 2
So you were able the internet checking began and it's connected. We're already past that. On the app I want to know on the app because usually the process is that it would form. Yes, go on. Okay. And how many nodes? Two. So that's the two.
21:00
Speaker 1
Right. Is, yeah, it underscore Velop Setup 460. Yes. The app is showing I'm connected and online. Yes. Yep. What am I looking for? Okay.
22:00
Speaker 2
It's MX-6200. And the Wi-Fi name of that is it well up so you haven't added the Wi-Fi name, but you're already seeing the dashboard of your Linus system app showing that you're connected and online. Okay, now can you go on the app menu icon, that's the three horizontal line, go for Wi-Fi setting. Right, now,
22:00
Speaker 1
I'm in the Wi-Fi settings. Mm-hmm. I do? I guess. Correct. No, no, no. I want to be able to customize it to my personal SSID and password. My question is, I'm, I'm not logged into an account right now. So I'm just doing this outside of an account. Are we still able, are we still able to connect this to my account? Okay.
23:00
Speaker 2
So you see your Wi-Fi name there? [silence] Now, um, you can... [silence] Yes. [silence] You can tap on the Wi-Fi name on the field of your Wi-Fi name. It's showing valid setup, right? [silence] The Wi-Fi name. [silence] So, do you want it, to remain the same uh valid setup, or you want it to remain uh to edit or customize the Wi-Fi name? Okay, yeah. [silence] It's fine. [silence] Yeah, it's fine. [silence] Yes, it's fine. No, it's fine.
23:00
Speaker 1
So can I so should I go ahead and, yeah, so should I go ahead and set up, type in my personal Wi-Fi name and password. Okay doing that now. Okay. Yep. Yep. Okay. All right, so yep, yeah, I saved it. It's restarting the Wi-Fi.
24:00
Speaker 2
... Tap on that field. ... Uh, the WiFi name in the... on it where? ... ... uh. Yes. ... You can create your own WiFi name, SIM type, and password as you want. ... If you still want to use the previous WiFi name you are using with your previous SIM type, then you can also type it there. Mhm. Just make sure to save the setting. There is a save on the top. Mhm. Good, okay. Saw it. Okay, that's good. So, bye. [silence] I think one [silence]
24:00
Speaker 1
I'll need to reconnect. Yep. Still restarting. Still restarting.
25:00
Speaker 2
This setting is safe. Your Wi-Fi credentials are safe. You will temporarily lose your Wi-Fi connection on your phone. So you need to reconnect. Yes. And you need to connect to the new Wi-Fi name you have created. Mm-hmm.
25:00
Speaker 1
No, it's just the spinning blue wheel.
26:00
Speaker 2
Is there a progress bar showing on the app? [silence]
26:00
Speaker 1
still showing restarting and the light is still white. Okay. It's uh. Okay. So I need to log it says to enter the new password now. I think it's asking me for the the new one. I just set up. Okay. So it's asking me to on the app it's asking me to log in.
27:00
Speaker 2
What password is it asking you? Is it on the app? Because it might be asking for your router password if it needs you to log in. Okay, so you need to type in your router password.
27:00
Speaker 1
Okay. So, what is, what do I put for an email address? Uh huh. Um, I. created a new password. Um. No, I. I understand that, but I. created a new, Wi, wi-fi password when we went through the steps. It took me to, in the app it took me to the log in, for an account. and was asking me to type in my email.
28:00
Speaker 2
Now. your. router. password. uh. but it seems you should at lag in using your out of passenger. out of speaker Okay. The one you created a while ago it's a Wi-Fi password and it's a difference. for your router password. That's. that's. that's. Hmm... yes.
28:00
Speaker 1
I did log out that's why it's asking me to log in. There's nothing asking me for a router password. The app asked me to log in. I did. I am. I'm logged out. I am completely logged out of my account. That's what I'm telling you. In the app, I'm logged out. As you walk me through these steps, I typed in a new SSID and password. I saved it. It spun for several minutes and then it asked me to
29:00
Speaker 2
No, there's. There should be an option for a router to access your app using a router. That's why I ask you to log out from your account when you uh yes. No. Uh before we open your app, I told you to log out from your app. Log out from your account. Okay.
29:00
Speaker 1
I'm telling you what it should be doing. I'm telling you what it is doing. It took me to the LINKSYS account login screen after that spinny circle after I saved the new username and password. That is what the app did. [silence] I hear what you're saying that it should not have done that, but that's what it did. Correct. And now it's just on the the LINKSYS screen and it says already using a LINKSYS product login. [silence]
30:00
Speaker 2
Yes. Yes. And to log in. No, to log in, it should be asking you. Yes. Okay. So, okay, yes. All right. So, let me ask you, on the app, you're only seeing the account, not the router option?
30:00
Speaker 1
That's my... that's my only option other than have a new Linksys product launch setup. You want me to click on that have a new Linksys product launch setup? Okay, and then I'm selecting that I'm setting up a video router. And then I agree to the terms and conditions. And it saysDisable and remove your old system. Okay, do I need to actually, so all my old nodes, other than the main one that I disconnected when you told me to, you told me not to worry about the other ones. Do I need to disconnect the old
31:00
Speaker 2
No. Uh, uh, you should not select that already using a linksys product because, having you uh, lands. Yes. Yes. Mm-hmm. Okay. Just proceed.
31:00
Speaker 1
That's what I asked you at the beginning, and you said no, just the one that's attached to the router.
32:00
Speaker 2
Yes, because you're setting up your new nodes as I've mentioned before. No, um, no, I, no, no. Uh, there's no issue with that. Uh, what I mean is the one that is connected to your modem, the main node, the previous. The wireless. You mean those wireless, those wireless? [silence] Uh, so, uh, you mean to say they're plugged into a power outlet. They're not connected to your modem, right
32:00
Speaker 1
that is correct but right but if the yeah yeah I'm following that I the reason I'm um I'm I'm asking if I need to disconnect them is because they are still broadcasting the Wi-Fi network with my personal Wi-Fi SSID and password and it's the same SSID and password I'm changing the new node to. so is that going to cause a problem if they're still broadcasting the the same SSID Wi-Fi? I shouldn't. okay.
33:00
Speaker 2
that's fine. Yeah, that's fine because those wireless ones you have are reliable or dependent on your parents uh w-h-w-o-2, but we already uh disconnected that main w-h-w-o-2. [silence] No, it shouldn't, because they're already disconnected.
33:00
Speaker 1
All right, so I'm following, continuing to follow the instructions for setup, which is the same process I followed yesterday, just not, I'm not logged in now. Um, so I plugged in the router. Next, connect the router to the the internet source, the modem. Done that. And plug additional nodes into power, power near the router. Done that. Hmm. It says, wants me to make sure the node light is solid. It is, and now it's saying, getting connected. And it said it couldn't find the router.
34:00
Speaker 2
Yes
34:00
Speaker 1
Okay. Okay. Okay. Okay, All right. I'm doing that now. Okay. Both of you. Yeah. Okay. I'm doing that now.
35:00
Speaker 2
I think we need to uninstall your Linksys app and reinstall it again. I need you to remove or delete the Linksys app, because your Linksys app you're using was, uh, I think, programmed or set up with your previous. nodes. So let's try to remove, delete that app, and then download a new app. Mhm. And while you're doing that, I need you to do a reset on the two nodes, your MX 6200. Press and hold its reset button, yes, both of them. Once the light is off, you can let go of the reset button. So make sure that those two nodes light turns solid blue.
35:00
Speaker 1
Okay. We start on the second one? All right. Those are both in the process of resetting. And the Linksys app just finished reinstalling. Okay. Okay. [silence]
36:00
Speaker 2
okay, let's wait first for your two nodes to have a solid blue light.
36:00
Speaker 1
I've just re-downloaded. I haven't opened it yet. Yes. Okay. All right, it's off. I'm turning it back on. All right, it's back on. It's [silence] they're both still flashing blue.
37:00
Speaker 2
And, can you also, oh, wait. The linksies app is already downloaded, right? Yes, but it's already downloaded, okay? Okay. I need you to turn off your Wi-Fi on your phone and then turn it back on. All right. Now, let's check on your 2 nodes.
37:00
Speaker 1
But my phone automatically already connected to Bulb setup, 460. Okay. Okay. Okay. And the lights are solid blue now. I just turned the Wi-Fi back on. Well, I see more than the two that are available, but I see both their routers. Okay. Okay. Doing that now.
38:00
Speaker 2
Again, your Wi-Fi and then turn it back on and see if if those names still appear. All right. So can you check what are the name on the list of available Wi-Fi network? This should be only see to Wi-Fi names. All right. Um, check on the parent nodes, the default Wi-Fi name of your parent nodes. Connect to it again. Yeah, the default Wi-Fi name and the default password, which is indicated on
39:00
Speaker 1
[silence]
40:00
Speaker 2
All right. Once connected, open your Lynx is app. Okay. Enable the Bluetooth. So once you collect...
40:00
Speaker 1
Sure, let me go to the next screen. Okay. Yep. Alright, so it's now saying checking for Internet. it says, it says connect, to your new Linksys, it says connect to your new Linksys router's Wi-Fi. The Linksys cloud is temporarily unavailable. You'll need to connect to your new Linksys router's Wi-Fi to proceed with setup.
41:00
Speaker 2
Yes, proceed. Yes proceed yeah because you've already done the connecting your, okay that's good. Once it check your internet it will then redirect to the next, yes. The Linksys cloud is unavailable.
41:00
Speaker 1
That's what it's saying. The Linksys cloud is temporarily unavailable. You'll need to connect to your new Linksys. No, the only thing it has is show me how. No. Correct. On your side, the cloud is down?
42:00
Speaker 2
level connect and okay and then uh is there a next button on that but there's no next button on that and you're already connected to your linksys router right so i think uh the cloud may be down your linksys app
42:00
Speaker 1
Correct. All right. Well, when I just clicked on "show me how", it now, it took me to create your router password. Okay, but I can, this is, this is where I can use my old personal password, correct? [silence] This router password. [silence] All right. And next, it is showing password strength. [silence]
43:00
Speaker 2
Yeah. that, Linksys app itself. Because. it will not let you proceed. There is no 'next' button on that? Yes. Because the usual process is that, once the internet checking began and you are connected, it will ask you to customize your Wi-Fi name and password. Okay. create your router password. It should be case-sensitive, with letters and numbers. No. the router password is something you use to log into your Linksys app. it's not...
43:00
Speaker 1
okay. okay. okay. So, should I use the, okay. So I need to create it. I understand. So I can't, I can't use the password I already had with my Linksys account. I need a new password. okay. Yup. I got it. okay. Oh. Oh. Yeah. Okay. Yeah. okay. okay. okay. okay. Do you see the camera? [silence]
44:00
Speaker 2
Your Wi-Fi password? And it's not the password for your email account. It's different. The router password is used for your Linksys app. [silence] You need to create it. Create a new one. Yes. [silence] No, you can't. Yes, you need to create a new one. [silence] That should be at least 10 characters with letters and numbers and a special character. [silence] Once you create the router password, [silence] if it asks you to create an account, just skip that.
44:00
Speaker 1
Okay. So it asked me to create a password hint, which I did. And there's a next button, but nothing is happening. [silence] Let me go to the same. Correct, I entered in the router password hint where it told me to. There's a blue next button below that. I'm pushing it but nothing is happening. Nothing is happening. I'm pushing(next.
45:00
Speaker 2
so that we can set up first your two nodes and configure it. That is the router password, then. And then when you click next.
45:00
Speaker 1
Nothing is happening. Yes. It it it it it it's checked. I I got gl I got green checkmark sign by all the requirements for the password. No issues there. It's now ask it checks. I typed in the hint. And nothing happens when I press next. I understand. I understand this. I don't have an issue with the hint. I have an issue with the app next button that doesn't work. Nothing's happening when I press next. As I said, I think that that that was the problem yesterday when I was trying to do this. If you know.
46:00
Speaker 2
Did you make sure your router password will have letters and numbers with special garfous? the password link you created should be related to your router password. Say if your router pass, okay? okay. Okay. Okay. Alright, so maybe the app uh, has some technical glitches. So
46:00
Speaker 1
[silence] I feel like this is an app problem on the Linksys side. [silence] I don't hear it. [silence] blue. [silence] Correct. [silence] I'm not sure what you're asking. [silence]
47:00
Speaker 2
[KEEP_UNCERTAIN] Okay. So, you know, on the start, it was proceeding well. Okay, uh, can you check on the light status of your two nodes? What are they showing if they're solid blue and they're not blinking red? Okay, let's try to set them up using the 5-press method. Are you fine with that? Or do you want to set them up using the web portal interface? Uh, because there are three ways to set up these MX6200. One is the two- the ones above, which we can not proceed.
47:00
Speaker 1
Yeah, I'm, I'm fine with doing that, but I also tried this when I was troubleshooting yesterday and the mobile browser when I, when I go to it, it just takes me right back to the app. I guess I can delete the app and There's switch. Go ahead.
48:00
Speaker 2
The other one is through the web user interface wherein you have to open a web browser and then, uh, it's just like the links is, uh, but it's not, uh, on an application software, but it's on a web based. And the other one. Mhm. No, no. Uh, let's try the web browser interface. Uh, let's see what, uh, the problem is. So, open a web browser on your phone. And then type in one nine two dot one six eight. Dot oh dot two 5 4. Ooh, I got a page cannot be reached. Sorry, again, page cannot be reached. Well, uh. Let's go to 168.0.101. Is that seeing the difference? It's interesting, yeah, yeah.
48:00
Speaker 1
One minute. Okay? Well. Yep. Yep, I'm there. I see g-fiber at the top. Then there's system info, internet access, wireless info. I do not see anything with Linksys. I see all of the Google, the g-fiber internet information.
49:00
Speaker 2
68.1.1192.168.1.1 hit enter and tell me what do you see in the screen. It's not the Linksys app or Linksys Smart Wi-Fi. Yeah, I see. All right. So we cannot access it because it should be uh the Linksys app uh page or the Linksys Smart Wi-Fi
49:00
Speaker 1
Well, but that the internet my internet provider is the one that has internet right now. Okay.
50:00
Speaker 2
you should see when you try to enter 192.168.1.1. but since you are directed to your own internet provider modem page. then I think... yes. but usually when you access the webpage, the page that shows is a link smart or wifi sign-in page. let's try to... let's try first to unplug your modems, router, MX6200, from the walls. [silence] the internet.
50:00
Speaker 1
Okay. So, Oh, do I need to turn off my data. my mobile data because my phone is now on the internet with mobile data. Okay. Okay.
51:00
Speaker 2
your our modem so that your phone is not connected online we will access the web user interface offline So I want you to close the tab and open a new tab and then type in 192.168.1.1. Let's see what the page will show. Ah, I see. Uh, turn off your mobile uh cellular data because we will try to access the web interface offline. So type in 192.168.1.1 and let's see what the page shows. If it's still the Google file then [silence] Nothing. Uh. I see. Okay, that's fine.
51:00
Speaker 1
okay I'm doing it yeah it's loading the page seems to be frozen the loading bar is not moving
53:00
Speaker 2
Let's try. Let's try to type in 192 if you can't turn off your cellular data. Let's try. And tell me what you see on the page. Mhmm. Let me see. So, maybe there's if we can't uh, set up your noidu, the app, because there's problem with the software or application. And we cannot also ask uh, [silence]
53:00
Speaker 1
You said I would set it up. Just using the SSID and password it came with, but once it's all set up, I'll be able to use my old information.
54:00
Speaker 2
to set up your nodes through the interface, web interface, because you are being directed to your Google Fiber.
54:00
Speaker 1
Okay. Do you, do you know what the issue is with the Linksys app, because I don't want to go through all of this to only find I'm never able to switch over. Wait. But this was causing issues yesterday, too, so what, like, what,
55:00
Speaker 2
we we can set it up and it will be connected and online, but the Wi-Fi name and password that you will connect to is the default Wi-Fi credentials on the parent node at the bottom of the parent's node. And you can only make some changes in it once the link is up, uh is working, once it's back, uh, and working normally. Now, I think, um, the, uh, what it mentioned before, the the cloud account may be down. Maybe there's a down time or, uh, a outage on it. But, [silence]
55:00
Speaker 1
It seems to be a bigger problem if it's multi-day.
56:00
Speaker 2
Yeah. Yeah. But, uh, uh, it's weird because I just spoke with a customer, um, ahead of you and we set up his nodes and we used the links up and it was okay. So, I don't know if it's by random or by models, but I think, uh, the app will be back soon. Um, maybe, uh, all right. So you're fine with setting, uh, your nodes, um, using the fire pass method so that at least you can use your internet access it. And then you can add the three, uh, your three previous nodes, you can add them on [silence]
56:00
Speaker 1
Okay, so I guess what I'm not understanding is when I'm- when I was logged into my Lynx' account with my WHV system, there were no app problems, there are no app problems. No issues with the app at all. It sees all the nodes, it sees the internet, um, everything works just fine. the Cloud is there. no issues. It's only trying to set up these new routers that suddenly there's this an app issue. So I'm not...
57:00
Speaker 2
you can already set up a mesh system online. . Yes. .
57:00
Speaker 1
Um, seeing where, uh, you're saying there's an outage, but there there's not an outage when I'm on my old system. But I I, I, I was already doing that when I was on the call with you earlier. like, this I I explained to you and this, that the app was working just fine, logged into my account, connected to the WHW system. There were no issues. That's why that you're, you keep, you keep saying that, but it is. I'm telling.
58:00
Speaker 2
Well, we can try to connect to your WHW03 and see if the app works there. yeah, but as I mentioned to you, the WW 03 models actually is no longer supported by the Linksys app. So I think that may be
58:00
Speaker 1
I'm telling you it is supported because I'm using it and there's no issues. Again, I think this is my, this is my frustration continuously here is that you're telling me what you think it should be. I'm telling you what it is. and and we're just going round and round in circles. Like I, I yeah I'm logging into the previous WWW but like it was already like we're doing things that I already did on the phone with you earlier and we're just we're just redoing them to show. I don't know.
59:00
Speaker 2
Okay. So, what do you want? Warclaw. Yes. That's why, let's try to connect if you want, connect your previous WHW and see if it will still log in to your linksys up but if you don't want then we can try to set up your two nodes. All right. Yes. But, um, but yes, but, uh, since you have already the two new node, uh, you cannot already use the links.
59:00
Speaker 1
I I know that's why I bought them, but I I can't but I can't get them set up with your software.
60:00
Speaker 2
and W-w03, because when you set up this mesh system, the new node you have will be the one main router. So it will be futile to use the previous app and account you have with your WHS03 because you have a new node, the MX6210, which is far more upgraded and has the best performance when it comes to internet speed. Right. Yeah, so we're going to set it up using the five press method, and then once we set it up, we'll just have to wait for
60:00
Speaker 1
Okay, so I am, I am, I, I, I, I hear the words you're saying, it's not, it's not tracking with reality. I am, I'm logged back in to Linksys on the app. I am connected to the WHW system, and, and the app works fine. It's, this is an issue between the new router and the app. This has nothing to do, you keep telling me that the old WHW system is not supported by the app. I am telling you the reality is, the WHW.
61:00
Speaker 2
the links up if there's any updates or any developments on it because, we don't really know what happened. It could be a downtime or a technical glitch or a bad issue. Yeah. [silence]
61:00
Speaker 1
Your system works just fine on the app. The only issue I have with the app is when I try to connect to the new router and that's when I have the issue. I know the new router is more powerful and better and faster. That is why I bought it. But the app is not letting me connect the new router. Sorry. I don't. No, I can log in just fine. Frustrated here. I don't, I don't know where to go from here because the things you're telling.
62:00
Speaker 2
[silence] So you mean to say you're not able to log into your previous uh account? [silence] Right. So uh, it's either uh, [silence] Yes, [silence]
62:00
Speaker 1
Correct. Say that again.
63:00
Speaker 2
Yeah, because uh, it's also weird because uh, when you set up your MX6200 the app won't work but with your WHW uh, the app works fine. Right, so it could be that your account already locked into your uh WHW03. Uh it could be that the Linksys app is already locked into your WHW03 uh mesh.
63:00
Speaker 1
I logged back into it when we were trying to set up the new router. As you instructed me to, I logged out of my account, I've deleted the app, I've reinstalled the app, I connected to the new Velop router. I connected in the app to the new Velop router, but as we we continue in the setup process, then it gets stuck every time in every method we have tried and that I tried yesterday. The app sticks when trying to set up the new router. Whether I'm logged into my Linksys account or not, the app sticks and goes into has problems setting up the new router. The app has no problems with the old router. So I I think at this point I I just need to send the new the new router back because it's not
64:00
Speaker 2
Right, so uh,
64:00
Speaker 1
The, the issue is between your app and the new router. The issue is not between your app and the old router. I'm sorry. I just got it. I, I agree with you. And that's what I started out telling you an hour ago that I spent four hours yesterday. The issue is with the app and the new router combined.
65:00
Speaker 2
Yes. Yes. Well, yeah, but... Well, you can also do that, uh... to... if it's... still, uh, eligible for returns and replacement. You can return the two nodes, but I don't think, uh, I don't think there's a problem with two new notes. Maybe it's, uh, really the app, uh, that don't, uh, recognize the two new nodes as your app.
65:00
Speaker 1
The app and the new router is struggling. I I want the two new nodes. I I want the two new nodes to work. but what I don't want is that to be using the two new nodes, using the standard SSID and password it comes with because then none of my devices will actually be using it because they're all connected to my personal. So so, and you're telling me that I I can do that and then just wait for the app to work and once the app works, then I can edit it. but the issue there's an issue with
66:00
Speaker 2
Right, so ... Right. So what I want to know ... is if you want ... If you still want to set up these two new nodes using the Farpress method because you can still ... Uh, you can still set up a different Wi-Fi. Mm-hm. The one ... Mm-hm. Yes.
66:00
Speaker 1
the app and the new routers. So, until I have any confidence that the new that the app and the new router work together, like I don't I don't see how setting it up through a different technique is going to help me. Okay, so you just basically want me to add the new nodes as a client. Okay.
67:00
Speaker 2
Okay. We can try to uh use the app you're using with the WHW.03 and try to add the two new nodes if it can be added. Yeah to the WHW.03 if it can be added. Since uh the Linksys app works with the WHW.03 then try to uh use the app and and select the setup a new product add a node and and and
67:00
Speaker 1
So... yeah. All right. I'm doing that now. Yep. It's looking for the node now. I did that. Progress bar is about halfway done.
68:00
Speaker 2
can detect the two nodes and if it can add it then in that way you don't have to change your wifi name or password. So on the app select to set up a new product add a new node.
68:00
Speaker 1
So it's now adding my child nodes and it could take four to six minutes. Still blinking, yes. [silence] [silence]
69:00
Speaker 2
All right. And can you check on the lights of the your two new nodes, if they're blinking? [silence]
69:00
Speaker 1
progress bar is still moving but very slowly. Yes. Yes.
70:00
Speaker 2
So, the two new nodes are blinking, their lights. By the way, the note that's connected to your Google Fiber, you've already unplugged that, you replace it with the WHW, right.
70:00
Speaker 1
Yeah, correct it's the WHW is connected to my Google fiber. Progress bar is about a quarter of the way. No, I I understand that but if if this works then in theory, I should be able to then disconnect the WHW.
71:00
Speaker 2
That's good. So if your two new nodes turn solid white, then it means they were added successfully to your whw03. It's just that it will not be able to display or perform its best as it's limited because its parent node is the whw03.
71:00
Speaker 1
Connect 1 of the 2 nodes, the new nodes to the modem and then run that as the base. Correct? You still there? [silence] Yes. The whole The whole point in buying new routers was to upgrade. So I want to use the new routers as my base with the one nodes as a client. What I'm asking is if this what we're doing now works and I add the new nodes as child nodes to my current WHW, can I then disconnect the WHW plug the modem straight into the new router?
72:00
Speaker 2
uh you mean to say uh you you want to uh swap the main w-w-w-0 with your new uh nodes once you've added them.
72:00
Speaker 1
And have that work as my base station or is that not an option?
73:00
Speaker 2
I don't think that will progress smoothly, because you've already mentioned that your app only works with the W30 and when we tried to set up your new nodes with the app, it wouldn't progress. [silence] Mhm. [silence]
73:00
Speaker 1
previous with the WHW, I have two new routers. They're all connected to the same network. Can I then disconnect the WHW base station and plug my modem into the new router and have the new router take over the base station role so that I am getting the full functionality. [silence] So, so doing it this, so do, so doing it this way won't work. I mean, because that it doesn't make any sense for me to keep nodes
74:00
Speaker 2
I don't think that will work. Because once you move your HW-03, you will have to set up again your two new nodes. One of the new nodes as the parent node. And setting it up again, you will have to reset them and reconfigure them again. And as we did before, once we reset, it will, um, yeah. It will not work. Yeah. [silence]
74:00
Speaker 1
I'm not getting any of the functionality I paid for, so I don't know why we just went through this. It does. Because they were added. It does. So you think the new nodes, it's a hardware problem with the two nodes? What I get? Okay. So But it worked fine to set it up as a child node, which should indicate that the router works just fine.
75:00
Speaker 2
Yes. So that's why. Yeah. So I just want to know if the app really works with adding the two new nodes. So I think it could be a problem with the two new nodes. Yeah, it should be since the app would not progress when you're when we're setting up. [silence]
75:00
Speaker 1
Right. But the app and the new node just worked to set it up as a client node, a child node, the app malfunctions when trying to set it up as a parent node. And so I'm, it seems to be a software issue.
76:00
Speaker 2
Yes, the router works fine, but with the app, it won't uh, uh, recognize the two nodes. It could be that your modem already set up your previous WHAT3R as its main, uh, router. Hmm.
76:00
Speaker 1
so i don't know what what is what is the fix for that so so what am i supposed what am i supposed to do now and if i but if i get the same if i replace them with the same model and there's a issue between the model and
77:00
Speaker 2
Yes, it's... That I really could not provide you any knowledge or details about that. I'm not on the application software. We can only do... The only... resolution is to replace the new new notes you have.
77:00
Speaker 1
it on the app, where is that gonna leave me? that- right, that's okay. so really, my, my only option is just to return it and forget about it, like I- I guess okay. doesn't sound like we're- you and I are gonna be able to get me- make any other progress. so, I've spent over five hours of my life now to get nowhere with your new product. [silence]
78:00
Speaker 2
then it could be a problem with the MX-6200. Maybe there is some firmware issue. It's a firmware maybe issue. If it's not the app since the app is working with your WH-WH, then it could be a firmware issue with the MX-6200. Maybe the latest firmware version of the MX-6200 had some technical or back issues. Yes. Yes, yes, because we really could not, uh, yes, we could not really
78:00
Speaker 1
Right. I,uh,no. Okay. Uh, uh, is there another Troubleshooting department that can help me with the, the issue then? If, if you don't have the expertise to help with the issue, oh is there another Troubleshooting department that I can talk to that does have expertise? but uh.
79:00
Speaker 2
set it up using the Link Systems app if you're trying by, um, I don't also, I don't know, I don't really have knowledge about the application software. Uh it's only the router that we were trained to do talk about. [silence] Yes, you can uh try to uh call on a level two uh hotline so that you can raise the case to them as they're more advanced when it comes to troubleshooting. [silence]
79:00
Speaker 1
what is, what is the number? 213, 289, 3,408. Okay, I'll give them a call. Thank you. Okay. Thank you. Have a good day.
80:00
Speaker 2
Maybe they could help you with that. The hotline is 213-289-3408. Yes. All right. Thank you for calling Linksys, and I'm sorry for the trouble. I apologize for the inconvenience cause uh I'm sorry we could not help you set up the two nodes. You're welcome.
80:00