V2 Rubric Detail — be6b964a-74bf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 20:10
Duration
65m 21s
Contact
Framcois Pouliot
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall3.5/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall79.4% (+9.4)

V2 Grader Summary

The issue was fully resolved with all nodes reconnected and customer confirmed online. However, the agent committed a material technical error by referencing a non-existent 'solid green' LED state for WHW03, which contradicts the KB (only solid blue, purple, red, or yellow are valid). This invalidates T3 Met rating. All other indicators remain supported by evidence, including correct use of 5-press on WHW03 and full ownership through paid support process.

V1 Case Analysis

Customer unable to pair two WHW03 child nodes; performed factory reset, 5‑press pairing, and UI add‑node steps. Both nodes now online.

Troubleshooting Steps
  • Instructed factory reset of each child node (hold reset ~25 seconds).
  • Performed 5‑press pairing on the parent node.
  • Guided customer through the web UI (myrouter.local) to add wireless child nodes.
  • Verified node LED status and device list in the router dashboard.
Key Observations
  • Agent collected full credit card details on a recorded line before stopping recording, violating PCI compliance.
  • Agent pushed paid support before any troubleshooting, contrary to protocol for out-of-warranty customers who may still need basic guidance.
  • Technical steps (reset, 5-press, UI navigation) were fully accurate and aligned with KB for WHW03 nodes.
  • Customer confirmed full restoration of mesh connectivity with both child nodes online.
  • Agent did not verify model/serial number before declaring warranty status, despite WHW03 being a common model.
Positive Highlights
  • Correctly used the 5-press pairing method for WHW03 nodes, which is valid per universal_5press_models.md.
  • Successfully guided the customer through factory reset and web UI node addition process.
  • Demonstrated patience and empathy during a multilingual, technically complex interaction.
  • Achieved full restoration of mesh connectivity with both child nodes online and functional.
  • Correctly used http://myrouter.local and admin credentials per KB guidance for WHW03 setup.
Agent Errors / Gaps
  • Collected full credit card details on a recorded line before stopping recording, violating PCI compliance.
  • Pushed paid support before any troubleshooting, contrary to standard protocol for out-of-warranty customers.
  • Failed to confirm model/serial number before stating warranty status, risking incorrect eligibility determination.
  • Provided unnecessarily long and repetitive instructions, reducing call efficiency.
  • Incorrectly referred to 'CA router setup' instead of 'Add Node' in UI, causing minor confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are online and connected: 'I'm connected to maison TV... all three are online'. Agent verifies via device list.
R2 Met Diagnostic thoroughness conf 97%
Agent guides through factory reset of child nodes, 5-press on parent, web UI access, and wired backhaul contingency — all relevant steps for WHW03 pairing failure.
R3 Met Correct resolution path conf 96%
Agent acknowledges OOW status but proceeds with full troubleshooting path instead of dismissing, offering paid support as appropriate escalation path.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptom (child nodes blinking red), confirms parent is solid blue, and systematically isolates issue to child node registration.
T2 Met Appropriate tools / resources used conf 95%
Agent uses 5-press method (valid for WHW03 per KB), web UI (myrouter.local), and LED status checks — all appropriate tools for mesh node reintegration.
T3 Not Met No misinformation conf 98%
Agent repeatedly refers to 'solid green' LED state on WHW03 (e.g., 'is it now solid, solid green or solid blue?'), which does not exist per led_intelligent_mesh_consumer.md; correct states are solid blue, purple, red, or yellow.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacks initial framing and has multiple unexplained silences; call progresses but with disorganized transitions and unclear expectations.
C2 Partially Met Confirmed understanding conf 83%
Agent adapts browser choice (Safari/Chrome) but uses inconsistent terminology (e.g., 'CA router setup') and fails to confirm understanding of French interface issue.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns case from start to finish, performs all steps, and does not transfer or abandon responsibility despite payment processing and technical hurdles.
O2 Met Proactive follow-through conf 95%
Agent sets clear next steps: 'may take three to four minutes', 'we'll wait for the LED to turn solid', and confirms relocation procedure.
O3 Met Closure confirmation conf 94%
Agent references prior technician’s notes on warranty status and avoids re-asking setup questions already resolved in previous contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent expresses appreciation and thanks for patience at end, but does not acknowledge frustration at start despite customer mentioning repeat contact and YouTube research.
X2 Partially Met Tone & rapport conf 84%
Agent adjusts browser suggestion but struggles with French UI confusion and does not adapt tone to customer’s growing uncertainty about green/blue LEDs.
X3 Met Overall experience conf 92%
Agent avoids repetition, uses existing serial/warranty data, and performs actions via UI rather than requiring customer to navigate alone.
Call Transcript108 turns · 118 lines
Speaker 1
Hi. I just spoke with your colleague, not long ago. I am to reset up my system. My parents, my parents is now, on. it's [KEEP_UNCERTAIN] Solid blue, but my two child uh they were supposed to connect, but they don't connect yet with the main with the parent. And I don't know what to do. So uh I'm calling back. I I did look up at the um uh on YouTube, how to do it, but it doesn't seem to work. They're they're blinking red. Francois. Yeah, Francois. Francois, yeah. That's correct. Yeah.
00:00
Speaker 2
okay all right sir so yeah I just built up your record so this is p Rone toa I don't know how to pronounce oa. okay and your uh last name is spelled as P O U I O T and the email address is f like frank P O U I O T your last name at Veming Ford V H E M M I N G Ford.com
01:00
Speaker 1
That's correct. I think so. Yeah. Yeah it's three unit. One is the parent and two child. Yeah. Yesterday they, I don't know, we got a problem with the internet something, I don't know. And the internet is back because my my computer works. And the main the parent, I was able to reset it with your colleague earlier. And now I brought the two child just beside. There may be two, three feet apart from the the parent. And I did press five time on on the parent reset button. It
02:00
Speaker 2
Okay, you're calling from Canada and you have a WHW03 Linksys mesh router. Yes. And three, you have three of these, right? So right now, two child nodes are not working, are not connected. Yes.
02:00
Speaker 1
Reset. Correct. It's on solid blue, but the child, they haven't been able to reconnect yet. You might be a charge. Yeah. Okay, that's good. Yes. Yes. Yes.
03:00
Speaker 2
Okay, all right, so I believe the previous technician also informed you, sir, that these, uh, BlinkSync devices are already out of warranty, based on the serial number. So, yes, we would be able to walk you through the process. Yes, sir, there will be a charge of $[REDACTED_PAYMENT_DIGITS] Canadian. And this is just a one-time payment, lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. Okay, so you'll go for the paid connect, all right. Okay, sir, so let me just process this first, okay? Just give me one minute.
03:00
Speaker 1
yes it's a master card My name Francois Pugliatt no [silence]
04:00
Speaker 2
All right, so, sir, please get ready of your credit card information, 'cause I'm going I'm going to process it now. All right. For your security, I will stop the recording, okay? So we can, uh yeah, we can gather all your credit card information. So let me stop the recording now. Okay, so what type of credit card are we going to use for this transaction? It's a Mastercard. Okay. And what is the name that appears on the card? Is it spelled your last name? I mean, your first name is spelled as F-R-M like Mary, C-O-I-S, or N like Nancy, Joseph. And your second one is spelled as L-I-T or N-O-R-D? Okay. And which expiration date did you also consider? [REDACTED_PAYMENT_DIGITS] or [REDACTED_PAYMENT_DIGITS]? That's [REDACTED_PAYMENT_DIGITS], sir. And the three-digit code on the back? It's Gum or J-E-M or I-M or L-E-M or J-M? You're hot. It's ML. It's M L. Oh, sorry. I think there are four four numbers at the back here. Yeah. That's three numbers, I think. Yes. That's three numbers. Yeah. Great. Thank you for your confirmation, sir. I will stop the recording now. So that we will not um record any um your credit card full detail of credit card Thank you.
04:00
Speaker 1
Oh, F N like Nancy. Yeah. Five-Four four-six, one-four seven-seven, four-seven zero three, four-three nine-five, Uh, zero-eight, 28, um, two-four-nine.
05:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Yeah, cuz that was, that is what the previous technician had here. Okay, so let me just correct that. All right, and can I have your card number, please? Okay, and the expiration. Security code. All right, so let me just place the order.
05:00
Speaker 1
Perfect. Yeah. Yeah. Perfect. Yeah, it's worth a received an email earlier from your colleague. Okay. Yeah, service PayPal. Yes, very well. [silence]
06:00
Speaker 2
And, uh, we will have to devices deemed to be defective. We cannot replace that since it's out of warranty, and we can all, we cannot also process a refund for this. All right. In the copy of the receipt will be sent to your email. So, the same email that we had here in our record. okay, I just sent you the email, sir. So let me just resume the recording so we can start with our troubleshooting. Okay, can you hear me okay?
06:00
Speaker 1
Yeah, they're all There yeah yeah, in one place, about uh two feet apart. Uh, yeah. Yes. Okay. Uh, fly uh no flashing red. Yes. Okay.
07:00
Speaker 2
All right. Okay, so now, can we gather all your nodes? where they're all together right now in one place. Okay. Okay, all right. so since the, the parent node is solid blue. Okay, we will not touch it. Okay, we, yeah, that's already working. So what we're going to do next is we will reset your child nodes to factory defaults. What are the lights that are lit on the child nodes? Are they solid red? Both solid red right now. Are they flashing red? Okay. All right. We'll just do a reset first on the child nodes. Okay, since they're not communicating. So, yep, just press the reset button at the back of the child nodes.
07:00
Speaker 1
for how long? be each. OK do i have to do it in the same time or one at a time is okay OK. Perfect. OK one uh one is done and so I can release the uh the button and now I will do the other one. [silence]
08:00
Speaker 2
could node for 25 seconds, right? Okay, you will be able to tell if the reads is yes. Just do it one at a time. So one at the time please. And yeah, to make sure that it's reset properly, once you uh once you push the reset button, the light on top, the light indicator will turn off and the blue light will come on. Okay? So just keep holding it for 25 seconds. We will give 25 seconds to set it. We'll be connected next.
08:00
Speaker 1
Okay. Nope. On Mack. Mac OS. Should I go on the internet? [silence] I can, yes, it, it is connected to, it is connected to develop. Should I go to my other, to my router or? [silence] but uh, you know, I guess if you want to connect it's easier for you.
09:00
Speaker 2
All right. Okay, uh, not yet. By the way, if your computer connected to the uh Velup setup network. Okay. Um, can we can we first check the uh the Wi-Fi settings at the bottom of your parent node, sir, Frangohuong. Please. [silence]
11:00
Speaker 1
Yeah. Of the Yeah, wait, I can I can I can I take a picture. Oh Yeah. Yeah, now I have it all done. Photo photo photo. Oh Okay. I I made I took a photo. Yeah One of the child is so
12:00
Speaker 2
yes. you'll be able to see their um, wifi details, like the wifi name, as well as the wifi password. So, just take a photo of that. okay. So, can we go to your computer? So while waiting for the child nodes to turn solid, okay, let's just go to your computer. [silence]
12:00
Speaker 1
red, but the first one we reset is still flashing red. [silence] Yeah. Yeah. Well, like that up five. Well, like that up five to seven. Yes. And I I I can. Uh, I'm I'm connected. Yes.
13:00
Speaker 2
Okay. okay. It's still flashing. Okay. alright. So, yes sir, just On your computer, click the Wi-Fi icon on top. And look for Veloop setup. Do you see the name that shows up under the parent node? What is the default name underneath the parent node? It's delveloped setup 527. Are you able to see that on your computer? Alright, please select that name. Is it connected already or not yet? You're connected to that network.
13:00
Speaker 1
So that works, but one is solid, one is blinking, both red. Okay, so, so I do the same five time? Yeah, no, two, three, four, five. Yeah, that's done.
14:00
Speaker 2
Okay. alright so first sir um yeah can you please track the uh child node lights is it solid? or they're still blinking? [silence] one is solid and one is blinking. okay. alright so we will perform five press on the parent node again. okay if this doesn't work then we will we will do the uh adding nodes on your on the user interface. okay so to perform the five press, yes press the reset button five times. Okay do not press and hold it sir just press it once. And do it five times. alright so
14:00
Speaker 1
It's, uh, now it's light blue. Light blue. Yeah, the parent. Yeah, the parent is light blue. It didn't change. Uh, one is still blinking red and the other one is solid red. That's strange.
15:00
Speaker 2
And do you see any changes in the light on the parents? Is that on the parents? OK. What about the child modes? Are they blinking? Yes. OK. Sometimes, you know, that may take three to four minutes before it establish a connection. So, while waiting, surf on
15:00
Speaker 1
Yeah. Yeah. Hold on. Walking back to towards the computer. I will put you on the, um, speaker phone so I can. All right. So, I go to, uh, Chrome, right? Google Chrome. hold on. I'm usually on Safari, but hold on. Google Chrome. Where is it? I, I had it. I just, I will hold in one second. Chrome, Chrome, Chrome, Chrome, Google Chrome. Where is it? I know. I, I, yeah, I use it sometime, but, uh.
16:00
Speaker 2
Sure. No prob. Yes. Yes, use Google Chrome. Would be easier. [silence] Yes. If you have Google Chrome, that would be better.
16:00
Speaker 1
Okay. Okay. Well, let's try it with Safari, it's right there. [silence] H-T-T-P.Are you? Yeah.Hold on, hold on, hold on, hold on, hold on. HTTP://ttm
17:00
Speaker 2
if you don't have Chrome, that's fine, sir. We can use Safari instead. Okay, all right. Open up Safari and on the address bar type in, it should be the address bars or not on the search, okay? So, right on the very top, okay, just type in HTTP colon / / my router. Yes, capital, Okay, that's H for hotel T for tango, another t for tango P for Peter and then colon colon first, capital HTTP and then colon.
17:00
Speaker 1
Oh there's two that okay my browser Is that local local links OK okay your connection is not private perfect oh because it's in french hold on advance
18:00
Speaker 2
The two dots that's the colon. Yes, colon, colon and then slash, slash, my router, dot local. Yes, yes sir. L-O-C-A-L. Huh? All right, just go to advanced, the easy advance option. Advanced.
18:00
Speaker 1
hm
19:00
Speaker 2
A van... okay, are you able to see that? Or if you see continue, yes, click on it. Okay, so you see access Valop. Alright, just type in admin. A-D-M-I-N. Admin, I for India and for Nancy, admin, Okay, are you able to [silence] so the, the ma, do you have the page open? Yes, it's all lowered.
19:00
Speaker 1
all Loki okay okay I again so I I have to start again it wasn't good so what's the password again Yeah D like D like David Oh admin a m admin that's it Admin [silence]
21:00
Speaker 2
admin [silence] password is [impressionable] [silence] D for David [silence] M like Mary [silence] IAdmin [silence] admin [silence] yes, sir. I N admin, [silence] yes. then sign in. [silence] [silence] [silence] [incomprehensible] [silence]
21:00
Speaker 1
Okay. Yeah, I think that's good. Yeah. Yeah. It's okay. Router, yeah, it's on the video, I'm connected. Yeah. Yeah. Yeah. Yeah, license. Yeah, license. Yeah, license. Turn it push. Yeah, confidentially, yeah, yeah. On which one? License, license, sure, Okay, maybe that's it. license agreement. No, No, confidentiality, policy, no, declaration of confidentiality, card, a license, no debt. priority. Confidential.
22:00
Speaker 2
C A okay kindly click on C A C A sir C for Charlie A for Apple do you see C A there beside the privacy policy no not that one do you see [silence]
23:00
Speaker 1
Okay. Because... Let me try to put it in... because my page is in French, because I'm French. Yeah. I see. I see. I see. It's a... policy. What? I don't know. It says Oakland privacy policy. Nope.
24:00
Speaker 2
Can you. OK, I understand. Yeah. Do you see a, right beside right beside the privacy policy or law politic confidential confidentiality? Right beside that, do you see C. A. Do you you see anything that says C. A. If it doesn't have C. A. sir, that's fine. Let's just go to connectivity. I'm sorry, sir. Yeah, beside that, do you see anything that says C. A? Nope. OK. Let's just go to connectivity.
24:00
Speaker 1
Okay? Kiss, list up that. Access. Priority. Speed test. Connectivity. Yeah. Yeah, it's turning. Yeah. Yeah. Yeah. Yeah, I see it. Now I click. Yeah. Now it says add in a child without without wire. That's yeah.
25:00
Speaker 2
It's on the left panel below router settings, connectivity. Connectivity. Connectivity. All right. So once you click on connectivity. Now, beside administration, do you see there? CA router setup. Beside administration. A router setup, click on it, please. Okay. Yeah. Can you check first, sir, what line, please? I'm on.
25:00
Speaker 1
yeah it's still the same solid red and flashing red yeah oh and I said uh okay and I say okay or apply I said it it just says it says it says finish finish oh now they're both flashing red
26:00
Speaker 2
Whites are lit on the child nodes. Solid and flashing red. Okay. Okay. Can we click on add wireless child node? Uh. Just wait, sir, for the child nodes to come again. Okay. So we'll just wait for those child nodes to communicate, sir. It may take some time. So it may take --
26:00
Speaker 1
Okay. Okay. Okay. We don't know what happened. It's thing the first time in two years that it... [silence]
27:00
Speaker 2
Time, okay? Sometimes it takes four to five minutes before it can establish connection from the parent node. So we'll just wait for it. [silence]
27:00
Speaker 1
Well, I just wanted to wake them. Okay. Flashing rep Okay. Okay. I remember every time I spoke with someone from you guys were based in Philippine. It's quite amazing, that you're totally across the globe and we can connect so easily.
28:00
Speaker 2
Oh, your call had been routed here in the Philippines, sir. It's in the Philippines.
29:00
Speaker 1
want is. Well, there's one child, the one that was solid red before, now it solid blue, like the, it looks like blue like the parent from here. And the other one is still flashing red, but the one that's still flashing red is the one that I lost. Okay. that I lost reset, okay. silence
30:00
Speaker 2
Any progresses on the lights? Okay, that's good. Still blinking. Okay. Yes, we will [silence] we'll wait for it. Sir. If me take time. You don't [silence] sir while my second mark. [silence]
30:00
Speaker 1
Will I'll be able to rename that Wi-Fi setup? Yeah. See, that third one is still flashing red. Oh, I can't see it from here.
31:00
Speaker 2
Yes, yes, we will change that later on. Once we have the child nodes added first, cuz we need to add them first. [silence]
31:00
Speaker 1
Hmm. That is strange. That this one is not connecting. Yeah. And the funny part, this one is is the first one that I reset it. Um, okay. Um, there. Yes. And now I should say okay.
32:00
Speaker 2
It's still flashing. Okay, while waiting for that Sir Franchois, we'll just personalize the network, so kindly go back to your computer. Okay, you still have that connectivity page open, right? Yeah, just just
32:00
Speaker 1
[silence] I think that's what it is. Okay. Yeah. That's Oh yeah. [silence] Yeah, that's oh yeah. [silence]
33:00
Speaker 2
click Apply and then okay. just click Apply and then okay. right, to get out of that screen. and then go to Wi-Fi settings. it's below troubleshooting. Wi-Fi settings. all right. under Wi-Fi settings, you would be able to see there the 2.4 GHz band, the 5 GHz 1 and the 5 GHz 2. yes, that's where you change the name. so it says Wi-Fi name on each band. so you may change that to your name, or Francois. and by the way, I would suggest you separate the names, so you would be able to identify which one is this [silence]
33:00
Speaker 1
Ah ha ha ha ha ha ha ha ha way okay wall right that that that that one they get your on all oh
34:00
Speaker 2
2.4 and which one is the five. Okay. So you better, uh, put your name and then just, uh, add 2.4 at the end, by the end of the name. So, um, same goes with a 5 gigahertz one and a 5 gigahertz two. So, just put your name and put 5 gigahertz one and then same goes with the, uh, yeah, you may actually just put, uh, for the first one, you may put 2.4 for the 2.4. And then 5 gigahertz for the second one. And then 6 gigahertz for the third one. Okay. And then you may also change the Wi-Fi password, sir. You can set up a, uh, your Wi-Fi.
34:00
Speaker 1
Okay. Maisoon house number two, Maison house number three. Okay. Apply. But the password Oh, the password is over there. Okay. Oh, yeah. That's uh, that's That's the password that is under the um The router, but it's all the same. The the router is the same. Okay, well, I'll, I'll put my uh old password. So My wife Uh hold on.
35:00
Speaker 2
Is there your Wi-Fi password?
35:00
Speaker 1
Allons wi-fi maison, ah ah maison tv. Ok, le wi-fi sauvegardé. Fb FB. Ok. Maintenant, on clique sur appliquer. I thought, with our 60 mark. Okay. Yeah. Oh, yeah. It's, uh it's uh, it says, winding it's, set it's setting up. all so much.
36:00
Speaker 2
Okay. Changes on the Wi-Fi settings. Just click Apply. You may also... Yep. If you want, you can take a picture of the Wi-Fi settings so you will have a copy and you won't forget the settings. [silence]嗯嗯 [silence]
37:00
Speaker 1
Oh, tomorrow, tomorrow, well, July 1st, because it's our national holiday. Yeah. Yeah. It's like the July 4 in the in the US, but in Canada it's our national day. Okay. It says my router are not fin finable. Oh, it says... Okay.
38:00
Speaker 2
It's five in the morning, almost. Yes, sir, July 1st. Oh. So now she'll have in the US. Oh, okay. Yes, because we've actually changed the settings, so you need to reconnect, kindly go to the Wi-Fi icon on top and uh check if you see your new network. So you need to reconnect to the new network.
38:00
Speaker 1
[silence] Yeah. Yeah. Okay, I see it. So, I connect to the main one? [Silence] It sees the three of them. Hold on. Yeah, now it's connected to the the parent. [Silence] I can try to try to connect. Okay. Yeah, okay. Okay, now it it was able to connect. I'm connected to maison TV. I'm online.
39:00
Speaker 2
Yes. If you want to have, if you want to have a better connection, if you see the six, then you may connect to the six. Okay, that's very good. Check first if you're able to go online, since we've made changes on the uh router. Okay. Now check first
39:00
Speaker 1
The one that was blue is still blue. The one is still flashing red. But I was able to, but I'm able to see it. Like on my other. Hold on. Okay, hold on. What happened? Oh, oh my, I touched something. And I change my
40:00
Speaker 2
is the child node lights again check again the child nodes the one it still there you may actually verify that so kindly go to if you go back to your computer if you if you if if you still see the uh the linksys page you can go to devices and check if the nodes are connected sorry
40:00
Speaker 1
My uh I'm no no longer hold on I'll go back. shit how come I I lost it yeah um Yeah, I'm back there. Okay. Now everything is saved. It's my my three thing there. So I can say I can now say apply it. Yeah, now it's okay. It's all there. But my my child is crust. all the devices is peripherique here.
41:00
Speaker 2
We can always go back there, sir. Just go to http colon slash slash my router. dot local. Yes. Just press OK. All right. Now you may click on device list. Try to go to device list and check if the child nodes are listed. Mm-hmm. Yeah it works. Okay so you may close this screen.
41:00
Speaker 1
Okay. And it's connecting. Linksys online. online. And why says, oh, it only sees the two. It doesn't see the one that's flashing. It says that's my iPhone. Yeah. Yeah. I press 25 seconds. 20 seconds. 30 seconds. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Do I need this? Okay. Okay. Okay.
42:00
Speaker 2
Okay. Yes, it doesn't see the flashing red. Mm-hmm. Okay then, sir. Can we do the reset one more time on that second child node, the one which is flashing right now, sir? Uh, it's gonna be more than 25 sec, so try 30 sec. Okay? [silence]
42:00
Speaker 1
Okay, okay, okay, okay, okay. Okay, okay, okay, okay. Okay, okay, okay, okay. Okay. Okay. Mic. Right and 30 seconds, I really the weekend.
43:00
Speaker 2
Okay, yes, you may let go. So, again, we'll wait for the led to turn solid.
44:00
Speaker 1
[silence]
45:00
Speaker 2
by the way, sir, do you have an extra Ethernet cord or Ethernet cable? No extra cable. okay.
45:00
Speaker 1
etronymous cable yeah but once is added I will be able to uh this down okay now it's all in press
46:00
Speaker 2
Yes, sir. Because if ever we won't be able to add this child node using the user interface, uh, last option would be we'll be connecting it straight to your parent node with an ethernet cable and add it as a wired node. That way, we would uh also be able to add the child node. Disconnect the ethernet cable. Yes. It's just for uh still red. Okay. All right. Kindly go back to the user interface again, sir, of the router that uh blue page. Yeah, everything is okay.
46:00
Speaker 1
Okay. hold on. Uh, on the computer you mean. Okay. Okay. Now, uh, which one the the the you want me to go to the? Um, yes. Okay, sorry. Uh, it's connecting. Yes, from there. And the, yes. And now I said I tried to add a a child. Yeah. I did click on. [silence] oh. You let go. Click on that and try to put something in. Try to put something in the space above it. And yes.
47:00
Speaker 2
yes. The link says smart gift. tools. Just go to connectivity. Go back to connectivity. And click on CA router setup again. yes. add wireless child node. Click on it again.
47:00
Speaker 1
Okay, now it says it's finished. Okay, the one that was blue was still blue and now it's it's flashing red. It was solid red. Now it's starting to flash red. Okay.
48:00
Speaker 2
Engines starting to splash. Okay, so we'll wait for that.
48:00
Speaker 1
Oh, I think uh, hmm, let me see. Ah. But it was blue for a second. But now it's... Hold on. Oh. It's red, now it's green. It was blue, red, green, kind of like common green. Now it's it's gone, it's kind of no color. Now it's back to green. Well, it was solid, but now it's no color. It will turn back on. Now it's back to green.
50:00
Speaker 2
it's a solid green is you blinking or it's solid [silence]
51:00
Speaker 1
Now it's It wants to go blue, but it it kind of turns off green. Okay. yes, yes, yes, yes, yes Hold on. okay uh uh, uh, okay. Okay. uh, which which one you you said the I should go? Oh, oh, yeah. okay Sorry. [silence]
52:00
Speaker 2
can,<start_of_audio> you"></start_of_audio> go back to your computer. Actually, Sir, um, green or blue? Yes, just, just try to go to your computer. Can we go to your computer, please? So, to verify if it's really connected, you may go back to device list and check if you see the child nodes there. Device list, sir. You need to get out from connectivity, so just click Okay from there.
52:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, my did. Okay. Now, I have four links. Hmm. Well, I have one that's there twice. If I, I go by the, the number, linksys16421, linksys16387, and linksys16478. This one is a, is appearing twice. That's weird. Yeah. Yes. I mean, thank you. Pardon? [silence] Oh, if
53:00
Speaker 2
Then once you're back to main page, just click on device list. That should be the first option. Okay. That's all right. It's just maybe a glitch, but that will correct itself later on. But you're able to see three child nodes now, right? All three are online.
53:00
Speaker 1
Well, the other parent, I'm connected to the parent. My computer is one and. House. Yeah, they're both both there. I can connect both. I'm trying it. That looks. Blue, blue, green.
54:00
Speaker 2
the three nodes are online. yes. Okay. Yes, sir. So yeah, it seems that both of your, all of your nodes are already connected cuz the parent was already connected. So the child nodes are are also added to the system, to your network. Okay. So right now, if you check on the child node lights, is it now solid, solid green or solid blue? Yes, blue, or green, um, that
54:00
Speaker 1
Yeah. Yeah, they're both kind of followed right? Okay. And they will reconnect to the car? Okay. Okay. All right. So, do, I, I, I can do that. We don't have to stay on the phone for that. I just, I just, Okay. And you can see, okay. Is it better, is it better to turn it off before I disconnect?
55:00
Speaker 2
is actually, uh, that means it's connected. Okay, alright. So now the both of the child nodes are connected, you may relocate your child nodes, sir. You may put them back to where it was before. Yes. It should reconnect to the parents. Alright. Well, if you want to, uh, we can actually just do that right now to verify. So you may relocate your nodes, just make sure that the uh, the, the lights are solid blue or green, okay. So that an indication that your nodes are still connected.
55:00
Speaker 1
Okay. Perfect. Okay. So we'll do one. We'll do the TV one. Stay there. [silence] I'll connect my ethernet cable. Where is my connection? Oh, it's right there. [silence]
56:00
Speaker 2
You may just disconnect it from the power adapter, that's fine. [silence]
56:00
Speaker 1
Okay. It's blue. All right. I guess it's looking for the the the parent. OK. Okay, this one is moving. I will go connect the other one. while this one is looking for it's alright the oh yeah, I I I wish that the first one is solid before I reconnect the other one. Okay. Okay. it yeah flashing Oh, no, no, it doesn't matter. That's my computer.
57:00
Speaker 2
Make sure first, sir, that is uh solid before we'll uh, Yes, sir. Yes, sir, that is right. Wow, that's not that, oh. [silence]
58:00
Speaker 1
Okay. Now it's solid blue. So we'll go with the third one. Okay. Hold on. Okay.
59:00
Speaker 2
okay all right so once it's solid sir you may yeah you may power on the other the third one [silence] [silence]
59:00
Speaker 1
One more is a little more tricky. and Okay, now it's connected. Are you there? Okay. Okay.
60:00
Speaker 2
Yes. In here. [silence] [silence] [silence]
61:00
Speaker 1
That one is a bit more complicated. I have to go on top of the ladder. And boy, it's not your fault. It's my installation. No, let's see here. Okay, blinking blinking blinking. [silence]
62:00
Speaker 2
Oh, I'm sorry.
62:00
Speaker 1
All right. I'm solid blue. Yes, I will go back to the computer.
63:00
Speaker 2
I think you said then, uh, the child notes are now solid blue, right? [silence] okay. [silence] okay, so both of the child notes are now solid blue, right? Okay.
63:00
Speaker 1
Yeah. Okay, on my computer, I see, okay, I see now my TV, so that's good, so my TV is connected to, so that should be good. All right, so what do I do? Yes, yes, yes. That's about it. A lot. No.
64:00
Speaker 2
Well, [silence] yes, everything is now set up sir. Both of the child nodes are now set up. You're also connected to your um, to the network that you just uh, um, changed. So, will there be anything else that you need help with? [silence] Okay. All right, sir, I really do appreciate your time and your patience and I'm sorry if this took some time. If uh, if it took so long for us to to resolve the issue. But uh, yes, you did a great job and thank you for your patience.
64:00
Speaker 1
you're more than welcome and uh enjoy your your your day. your day is just starting, all right, thank you, bye bye, you too, bye bye. [silence]
65:00
Speaker 2
Okay. All right. is it? Yes, you two, sir. Have a great holiday tomorrow. All right, thank you for your time. This is Epi from Linicus. Thank you for calling. Have a great day. Bye bye.
65:00