V2 Rubric Detail — bf8b8b0e-7ec7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:33
Duration
79m 40s
Contact
786-712-3455
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00136851
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Chat conversation by Agustin barrios (agustinb.cu@gmail.com)
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (13 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
Escalation4.00/5
Customer Exp2.50/5
Overall72.1% (+26.1)

V2 Grader Summary

The agent conducted thorough, technically accurate troubleshooting — including modem test, IPv6 disable, and log collection — before escalating to a senior technician, meeting resolution path expectations. While communication and effort reduction had room for improvement, ownership and escalation judgment were sound, warranting an 'Appropriate Escalation' outcome.

V1 Case Analysis

Customer reports unstable mesh Wi-Fi with nodes flashing red/white and losing connectivity. Agent performed power cycles, IPv6 disable, channel finder, and node resets but issue persists. Escalated to Level-2 technician with callback number provided.

Troubleshooting Steps
  • Power-cycled modem and router
  • Disabled IPv6 in web UI
  • Used Channel Finder and manual channel selection
  • Reset problematic node and re-attached Ethernet cable
Key Observations
  • Agent did not collect model/serial number despite troubleshooting mesh nodes.
  • Instructions were often vague and not confirmed with customer after each step.
  • Agent correctly disabled IPv6 and used Channel Finder per KB guidance.
  • Failed to perform factory reset on node stuck in solid red (per universal_escalation_guide.md Step 2).
  • Escalation to Level-2 technician was appropriate given persistent issue.
Positive Highlights
  • Correctly identified need to power cycle modem and router first [07:00].
  • Accurately guided customer to disable IPv6 in web UI [24:00] per KB.
  • Used Channel Finder feature appropriately [57:00] to attempt node reconnection.
  • Escalated to Level-2 technician after reasonable troubleshooting attempts and provided callback number [75:00].
Agent Errors / Gaps
  • Did not collect required product information (model/serial).
  • Failed to verify results after each troubleshooting step.
  • Provided confusing, non-sequential guidance (e.g., jumping between app, web UI, and Ethernet actions).
  • Did not follow escalation protocol by skipping firmware check and factory reset on node stuck in solid red.
  • Limited empathy; did not adequately acknowledge customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated to senior technician but issue remained unresolved; no confirmation of resolution, RMA, or customer education provided.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted structured troubleshooting: power-cycled modem/router, disabled IPv6 and express forwarding, ran channel finder, collected logs — all relevant steps advancing diagnosis.
R3 Met Correct resolution path conf 85%
Agent performed extensive troubleshooting before escalation, aligned with best-effort OOW standard regardless of warranty status, and followed correct path for unresolved hardware-like symptoms.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid red light and intermittent outages, confirmed modem connectivity, checked node status, and systematically tested configurations — logical progression toward root cause.
T2 Met Appropriate tools / resources used conf 85%
Agent appropriately used web UI and mobile app to access advanced settings (IPv6, channel finder), disable features, and collect diagnostic logs — correct tool use for this issue.
T3 Met No misinformation conf 95%
All instructions (disable IPv6, disable express forwarding, use channel finder, send logs) are technically accurate and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and sequenced steps but had awkward pauses, repetitive 'okay', and failed to fully regain control during customer frustration.
C2 Partially Met Confirmed understanding conf 75%
Agent used terms like 'express forwarding' and 'channel finder' without simplification but did confirm progress; some adaptation but could improve clarity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed multiple troubleshooting steps, and initiated escalation without transferring prematurely.
O2 Partially Met Proactive follow-through conf 85%
Agent informed customer that a senior tech will call back and provided contact info but did not specify timeline or detailed next steps.
O3 Met Closure confirmation conf 90%
Agent referenced existing ticket and noted no prior troubleshooting was done, showing use of case history and continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
After thorough troubleshooting failed, agent escalated to senior technician — valid escalation trigger due to persistent node failure.
E2 Partially Met Escalation prep & handoff conf 80%
Agent communicated escalation to senior tech, provided callback number and mentioned email, but lacked clear explanation of reason or expected timeframe.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent offered 'we’re very sorry' and acknowledged frustration but response lacked personalized empathy or recognition of repeated effort.
X2 Partially Met Tone & rapport conf 70%
Agent continued engagement despite anger, attempted to guide customer through steps, but tone remained formal and didn’t fully adapt to emotional state.
X3 Partially Met Overall experience conf 75%
Customer performed many manual steps and experienced silences, but agent avoided re-asking known info and attempted remote guidance via app.
Call Transcript91 turns · 113 lines
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. While waiting, you may also visit support. Linksys.com for more information about your product. (Silence) We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. (Silence)
00:00
Speaker 1
Yes, yes, oh, copy, okay, okay, okay, hey, uh, hey, May, May, May, uh, I called you, because I'm having, uh, issues with my, uh, belga system, I, I just have a, uh, ticket, uh, I was able to go, for that,
02:00
Speaker 2
Thank you for calling Inksist. This is May. How can I help you? [silence] Can you hear me? Yes, I can hear you now. This is May from Inksist. [silence]
02:00
Speaker 1
Because I was chatting for 20 minutes online to try to get it resolved, but I have not any success in the process. I uh the problem is um the internet system. It's not stable. They keep dropping the connections, the network Wi-Fi network do not tapi. I've seen my devices, iPhone, TV, and stuff like that. I have it, my system wired because my home is having concrete between the floors and I okay decided to wire the the... the Lynx to to avoid you know the the probably the drivers and all of the stuff. Ah and now and now I put in the three nodes together here to to you know shoot everything to know the lights and whatever to write that thing works. And now now the light is white but I can not see the the network that I had normally. That is a problem. Sometimes they turn red. Restart and it's a cycle but I don't get resolution. Sometimes when I restart by hand I unplug it and wait no um one minutes plug it in again and they like start recovering You connect, but in, in, uh, a couple of minutes the network uh go completely uh dark and even the computer I connected directly to the main node lose Internet, that is the diagnostic, I think I can give you the, yes, yes, yes. It's me, it's me. Exactly. Yeah, yeah, all
03:00
Speaker 2
uh-huh okay uh yeah i was able to check your ticket number here i mean your account am i talking to augustine barrio okay yeah i was able to read the documentation here of the chat uh representative who tried to help you and then it shows here there were no troubleshoings uh yet that was done to your device so allow me to do it instead you said you got there all your three nodes um is it all powered on
05:00
Speaker 1
Muslims power on. The the the child notes is still in blue. Let's wait a little bit to finish the the status. I was you know. The main node just turn red now. In this moment. Just on red. And I I was chatting with the support connected directly to the mobile. That means uh we have good internet. And I do the the speed test and have it one gigabyte. Everything looks uh working fine. That that is uh my initial trouble shoot. Uh the system. I I but it's strange because it's normally okay unplugged way. Um pulled. [silence].
06:00
Speaker 2
[silence] Okay. [silence] Mm-hmm.
06:00
Speaker 1
We'll be a stable for a while. But now even do that, even doing that, the system is not stable. That is, it's frustrating. It's not solid red. I can restart it. The main nodes, the super nodes. Now, now the, the T-Tsk child nodes having red blinking. Exactly. Okay. Okay. The mod and two? Okay. Okay.
07:00
Speaker 2
One, Mm-hm. Okay. So, if that's the case, then, um, the, the light indicator of the main node, is it white right now? Or is it still solid Mm-hm? Cuz the main node is just, just solid red right now. So we need to do a proper bootup sequence. I need you to turn off the Linksys main and unplug the modem too. Yes. Both must be unplug. [silence]
07:00
Speaker 1
Yes, let's do that. Let's do that. Okay. Model and plug it. Let's wait. That way we wait one minute. Okay. Yeah, I read today they denied that, because I noticed that it's still the Monstable beha started yesterday and the evening. And another thing, application in the Apple the application in the apple, you if the know this even is the Wi-Fi network visible if it's not connecting internet, having issues, don't connect. You lose the path will need to get the pass again. It's a mess. Whoa. Why is it so complex?
08:00
Speaker 2
After one minute, we need to turn on first, just the modem, only the modem.
08:00
Speaker 1
[silence] Okay, the time passed. Let me connect the the modem. The modem is a fiber, AT&T modem. Let me see, starting. Let me connect the computer directly to the modem first to make sure that we have internet. Starting. Ton ton ton ton. Okay, okay, I'll get. time. it's working. Working. working. okay. I don't I don't know why uh they decide everyone decides to put only one light in the devices. I don't know why everyone only has one light. That that that is difficult to try shoot something if you don't need it. You don't even know what's actually happening in the device because okay this is why it's red, but sometimes the the status is messed up and I missed a time I had four lights and you know what happens. Okay, still it's starting, the child nodes yeah, it's already started, I do speed test and we have one gigabit one gigabit No, no, no, it's connected directly to the modm now, I connect into the modm I. I. show, we had internet in the modm, and have the full internet in the modm, one gigabit, that is one I would need now, I will start the main node, right? Okay, let me, let me shoot down also the child nodes [silence]
10:00
Speaker 2
turn on the modem and let's wait for it to totally reboot before we turn on Lincoln City the me. now. is it i see are you? okay. yes. please
12:00
Speaker 1
shouldn't be not seen the at all okay main node without child notes starting it's blue my mother is the model is a BGW 320 320 325 dash 5 oh 5 that okay is uh it's I they don't off the the branch but I believe so it's a day I don't know I don't remember because when I last time I checked it [silence]
13:00
Speaker 2
okay your modem is it a gateway your modem bgw 310
13:00
Speaker 1
Yes. Yes. And that is, it's not running. Okay. Exactly. Okay. The node goes from blinking blue blinking white and now solid red. Normally, they wait a little bit and it'll appear white. It's solid red yet. Got it? Yeah. It's solid red, but I can't see now the network.
14:00
Speaker 2
and that has its own wi-fi name right? Okay. So you have a separate wi-fi name for Linksys and AT & T. [silence] Good well, we'll wait for a maximum of two minutes. The light should turn to solid white. If not, that means it will stay red. Okay, you can run the speed tests.
14:00
Speaker 1
Okay, around 600 megabytes, that is not bad, but the problem is in a couple of minutes, it will be gone. It will be gone. Let me start the nodes, let me start the node, becauseуз let me start the nodes. Okay. Let me start the nodes. Okay, start the nodes. Okay, I have one computer connected directly to the network, to the cable is wired, and one is wireless. Okay. Uhuh. Okay. [silence] That is okay. Okay. Okay, it's working. It's working. OK. All right. The node, is it still blue? Take time. The nodes are are through the wire. It's not using the the Wi-Fi channel that they have to connect. [silence] no no I wired I put exactly the same in the same scenario I have in home I have a passcode and put the passcode to the two in now the three yeah down now the three nodes are white and they whirled a less computer connected computer says it's okay okay but the problem is in some point that will be dropped that is the thing just happy everything okay until suddenly you see you lose the connection and everything start getting wrong
17:00
Speaker 2
But right now, the child nodes nearby are wirelessly connected, right? But they're not white yet?
19:00
Speaker 1
I I have it. Ah, I have it there. But I prefer to connect it to the computer. Because if I connect it to my iPhone and the Wi-Fi drops, the this call will be dropping again. okay. No, I don't have. No, I can connect it to the computer. And the application is piece of garbage.
20:00
Speaker 2
Okay. There a few things that we can do, uh, when that, I mean, to avoid that one to happen again. Do you have links this app? Let me just check few things on it. Is, uh, um, so, do you have an iPad where we can like use the app to I see. Um, actually, there's no cloud anymore to all our Linksys, so no [silence]
20:00
Speaker 1
Yeah. No, I connect it locally. Locally, and if I lose the connection, I put the password, I lose the password, put the password, lose the password. [silence] Let me see, let me see, let me see, let me see my, my. Okay, IP config. Okay, my gateway is my gateway. Okay, this is my gateway. Let me see. if I'm connect.
21:00
Speaker 2
No remote access, just for local access. Your Linksys app may not be working properly. Probably you're still logged in using your account. So you need to log out and log in. Okay, I understand. Right now, just, uh, can you access the Linksys web user interface instead? Log into it. [silence]
21:00
Speaker 1
okay connect proceed [silence] connecting to the [silence] okay now let's get the password [silence] [silence] [silence] okay [silence] [silence] [silence] go to the password okay I I connected to the UI that the web UI of of Yes, let me see connectivity, okay. Details on the right side, okay. Okay, I haven't UI with basic internet setting, local setting, advanced setting and administration, everything I have. Oh yeah, jaws, sorry. Okay, I see the three nodes.
22:00
Speaker 2
you're uh pardon you're already logged in now okay good kindly go to connectivity and click on details under status on the right side uh-huh under basic please click on details on the right side you'll see there details below the firmware
23:00
Speaker 1
Yeah. that is from the last year that is the last day you oh sorry it's automatically everything Disable EPWIC6 Uh okay Okay Okay Okay Perfect now is Disable apply mm-hmm
24:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Are they all up to date? Latest is 1.0.14.216607. Okay. So click this time, please click on internet settings. Okay. Under internet settings, please click their IPv6. Under IPv6, click Edit and I need you to disable that by unchecking the box. The IPv6 enabled box, just uncheck that and click apply. [silence] Once you're done with that, I need you to click okay under connectivity, and just go instead to [silence] that's going to be under [silence] still under connectivity, [silence] administration tab [silence] administration.
24:00
Speaker 1
hell, apply, OK, yes, yes, I, perfect, UB, aha, go ahead, OK, OK, let's see if we can do that, yeah, uh, they, the, how's
26:00
Speaker 2
[silence] Yeah, kindly disable the express forwarding, uncheck the box. Let me know once you're routed back on the same page. When you hit apply. Good. Now kind, mhm. Okay, uh we need to relocate those child nodes now to their original spot um Augustine, because I'll I need you to send the diagnostics after. So yeah, relocate it back. I'll just hang the line.
26:00
Speaker 1
I'm but let's uh okay yes disconnected this one probably you will lose me because uh screen a storm no no no no no no I will I will leave my phone here i will go up and probably you will break me that's i think that's what will happen if i leave the stream back for a second.
27:00
Speaker 2
You can leave your phone where the main no is. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
27:00
Speaker 1
Okay, yeah. Press Move Monet. Okay, the first notch is white, the second notch is tag, the starting. Okay, see, the, the main node is white, connected.
28:00
Speaker 2
that be under troubleshooting but this and it later once all the nodes are back online. [silence] later [silence]
31:00
Speaker 1
Okay. Yes, here Conproductive baseline detail. Checking the notes The user service load. Oh. Is is keep checking the notes? No. Is not answer yet. [silence] Go go go. [silence] I only use the cloud option for administration couple of times. And that was gone. No, it's no more. Is no more remote access to the to the router. [silence]
32:00
Speaker 2
the child nodes, they're back to solid white.
34:00
Speaker 1
Okay. Oh. I have one note that is red. Okay. Okay. The first note, the one that's that in the middle is red. I'm going to see this.
35:00
Speaker 2
Okay. let's wait for it to light up blue within a minute.
36:00
Speaker 1
I only started that long time ago that should be the end process of the fattening. I don't believe that would turn white on that level. [silence] The three.
37:00
Speaker 2
you mean to say you cannot see the other child node. Um, better not to connect yet the ethernet cable while it's restarting. Once it's already blue, you can then plug back in the ethernet cable. Solid white, right? And but, um, Okay. Let, um, we can try the reset.
37:00
Speaker 1
again and again so many times I did that stuff stupidity I think I would go in Nagia or something like that I don't know how I don't know why you know this code I don't so messed up it's still red the first node what I do restart the node
39:00
Speaker 2
extender right now to reset and configure it back. But before, yeah, you did it already right prior calling. So since it's saying red, uh-huh. Since it's saying red, uh-huh. Since it's saying red, right? Uh-huh. Uh-huh. Uh-huh.
39:00
Speaker 1
What do you? Tell me. Exactly. And restart the node. Restart the node. But you don't have any luck or something that you can check. That's an error device.
40:00
Speaker 2
Okay. Oh, so you're right beside to the child node now and you already had the ethernet cable attached to it. Oh, just don't wired it for the meantime. Mhm. Yes, and please restart the node. We'll just wired it later on once it's already online.
40:00
Speaker 1
Oh yeah. We should have something that, you know, you can check and say, that is wrong. Not look and look and look like a stupid, you know? That is not right. That isn't everybody wide, there should be a a visual log and you can see, and you see what freaking happened in the device. Each node should have a different log. Not the log only in the main node that then there is nothing is happened there. It's a piece of she.
41:00
Speaker 2
uh-huh uh huh I I see that okay so uh yeah uh we'll check everything we'll covered everything right now okay so that just in case uh you'll experience um again same problem uh that you've seen we can escalate your case immediately for now we really need to do this trouble-homing this trouble shooting this uh There's the recommended troubleshooting by our and yeah, that's our process here, we need to apply this to app
41:00
Speaker 1
That is the way. Do I lose customers because of that? You know that movies right, huh? The losing customer because I, I will not, I will not recommend this. OK. In my community, I did. I recommend the people I will not recommend the device to anyone. And the next time I buy a new device will not link to support because the craft application because the instable network. A lot of stuff. [silence]
43:00
Speaker 2
I've been working here seven years. I'm... I see. We're very... Okay. That's noted. Agustin. That's not how we designed this product actually, because this is already Wi-Fi 6. And yeah, we feel sorry how you... Because you have... [silence] ...a little bit of score. And maybe it's gonna be a little bit higher if you...
43:00
Speaker 1
You are the one supposed to know. You are the one that's supposed to know, not me. I called you because I want help. And do not repeat the same crap. I you don't. How you helping me now? [silence] Okay, I'll start the device. Now it's red, continued in red. It's disconnected from the from the wire and it's still red. Yes. It's enough because it's the place it's so.
44:00
Speaker 2
problems upon using this device but just let me know how-do you want me to proceed um, do you still want to troubleshoot this device? That's why I'm helping you right now. Yeah, I just want you to cooperate Augustine. We can't uh, do anything if you don't want me to uh, check further your device. Yeah, is it too far from where the main node is located? I mean, what's the distance um,
44:00
Speaker 1
supposed to be. The only thing is the wire. Yes. No. 15 [silence] around 5. no, no, [silence] you told me that don't until they turn white. I [silence] never change the white. [silence] It's still red. I unplug it, put the reset button, plug it again, and it's still red. Okay. Okay. Is it blinking? No. It's in red. Okay. They turn in white. Probably 20 minutes ago, and they turn red.
45:00
Speaker 2
okay, please plug back in the Ethernet cable. to the 2.5 Aether, okay, is it blinking blue? okay, I'll just start my timer here. Just one minute.
46:00
Speaker 1
It's white. Okay. Let us turning red again. the one is no the the the first no they were white and now is red again. Something's wrong. Something is know okay. let me see.
47:00
Speaker 2
Okay. Got you.
47:00
Speaker 1
Please. Right.
48:00
Speaker 2
[silence] Okay. Alright, can you stay on the third node? And then, just try to unplug, replug the ethernet cable. Yeah. No need to restart. [silence] It's blinking red.
48:00
Speaker 1
Yesterday. model is ready. No. ready. Yes.
50:00
Speaker 2
OK. Blinking red. Just steady red. OK. And the Ethernet cable is still connected to the two point five G. Okay. Can you transfer the Ethernet cable to the LAN port instead, the other port of the node. And help me to understand your network topology, Agustin. This third node, is this the farthest node? Is it connected by sequence, your extender?
50:00
Speaker 1
It's connected okay the the first node get the connection and the third node take a cable from this first node a cable connected and go to the to a third node they don't go to the to the main node they use a chain main they get the power for the second to the first node. they don't get the the internet from the from the main node. Uh-huh. Uh-huh. Exactly. Yes.
51:00
Speaker 2
okay correct me if I'm wrong this is how I understand your connection from the main node there's an ethernet cable attached to it which the other end connects to the second node now from the second node there's another ethernet cable that connects the third node that's correct
51:00
Speaker 1
Let me see. Let me see now. Ah. Interesting.
52:00
Speaker 2
Okay. And it's a third node now, since you transferred the ethernet cable to the other port, is it still saying solid red? Okay. And at this point, I understand you've already reset this node and reconfigured. We really need to use the linkTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: silence.[silence]
52:00
Speaker 1
Yes, I just grab the the notes on and put together here to do installation. Okay, youman that go today let me go to the yes it's online is this one.
53:00
Speaker 2
I need to check the settings there which cannot be seen using the computer login so we need to use the app this time. Don't worry if ever we'll be disconnected, I'll call you immediately. You can go to nearby the parent node since there is a signal there. Uh pardon? Yeah the parent node since the parent is still online.
53:00
Speaker 1
Wright, let me see if I can connect it to the Wi-Fi. Yes. Connect. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Shit, there's three connected by cable, and they're okay, but they're not. There are reps. Yes. They say the three notes are online and it's connected to the cable.
54:00
Speaker 2
Okay. So the app status it's showing all three nodes are online? Okay. All right, can you tap the three lines on the upper left. I need you to go to Wi-Fi settings.
54:00
Speaker 1
Whiteface setting. Okay, I bounce. Here. Yes, I used one time. I was a mess. Morgan, I also off. I tried, I was a piece of crap. Okay. Uh, okay.
55:00
Speaker 2
And under Wi-Fi settings, Saba, tap on Advanced Wi-Fi settings. Under advanced, the dynamic frequency selection there, is it off? Okay. And Saba, check as well the multi link operation that should be off. Okay. And then at this point, can you tap the back arrow under Wi-Fi settings main page please check there the auto channel, that should be off. The auto channel scan. Okay. How about under advanced Wi-Fi? Oh, it's under channel finder. So tap on
55:00
Speaker 1
child finder is that it's disabled is disabled yes yeah
57:00
Speaker 2
Channel finder. Oh, is it toggled off? Okay, good. Now, can you tap on scan channels? We're doing this channel finder in order to trigger those child nodes. I think they're really online, Augustine, it's just that their LED indicator are showing red.
57:00
Speaker 1
Yeah, but you know, you think that is a right. Yeah, but you know, you see my point, is you have any middle of state between connected and online. In the middle of the process, never should be a red, because red is error. You have green, you have blue, you have, I don't know, yellow, probably. Too many colors. And you decided to put red. And have only freaking, only freaking left. And it's turning red and it's online. That is. that is.
58:00
Speaker 2
not really solid white does should be its color uh huh yes white is online [ silence ]
58:00
Speaker 1
you know, it's a rocky mistake. It's around 75%. Okay. lesson, I only have two homes, near.
59:00
Speaker 2
Yes. You're already confused seeing yours is showing a red light when it's online. It should be solid white. So no worries. We'll gonna check this one further and the channel finder there, the progress bar. Is it almost dawn? Almost full? Okay. So after that, I need you to send a logs and that's just still on the app. Where you can find the logs?
59:00
Speaker 1
Let's see. Google, Google, Google. Almost done. Almost done. But, you know, okay, the light, the light is wrong. Okay. Done. They said we improve one five speed in one area. But they don't do in the other ones. Okay. technical details. Okay, okay. administration.
60:00
Speaker 2
Okay All right I need to tap on okay under Wi-Fi settings This time I need you to go to network administration And under network administration go to nodes or tap notes And then there's send network logs there tap that or
60:00
Speaker 1
And the, uh, one node is the, the main, uh, the main note. Okay. Okay. Send the network log. Okay. Okay. Okay. Include message with the network log. Okay. Okay. Okay. Okay. Okay. I already the send it. Okay.
61:00
Speaker 2
one Oh I go back below the nodes uh can go back under network administration yeah go back once done go to notes tab
61:00
Speaker 1
Okay. Is that why? Mm-hmm. Yes. Yes. Oswald wy. Um when? Um superior. Ah, why, uh, uh... Uh, why? Anyway... Um, anything? Afew moments later... Okay. Um, okay. Um, I gotta go Okay. It is right. Yeah. Solid read. Yeah. Okay. [silence] Okay. Okay.
62:00
Speaker 2
solid red steel okay got it one second i'm still i'll just give me a moment justine i need to review the logs here i'll put you on hold just gave me three to five minutes for the meantime if you have something to do there you can do it for the meantime okay i'll be right back i just need to review the logs here thank you [silence]
63:00
Speaker 1
[silence, music.] [silence] Yes. I'm mhm. Are if. I already I was hoping to find some stock from some like that but I didn't. Okay where do I go? Wi-Fi.
69:00
Speaker 2
Hi, thank you so much for staying online, Augustine. Can you hear me fine? Augustine yield Okay, I was able to talk to my Senior technician and asked what else we need to do. So right now, since we already did necessary troubleshot, uh, except for this one, we need to manually change the channel. I need you to go back to your computer. This can be only done through the local web uh, user interface. So I need you to log in back. Let me know once you're back to the dashboard. Augustine yield Okay. Got it. Uh, I need you to
69:00
Speaker 1
Okay, let me see. Okay, on the main page, go to. Can you repeat again? Oh, wow! Oh God. My God. Really? Really?
70:00
Speaker 2
Click the C-A first, that's on the main page, the lower right side. Capital A. Go to, That's really small, on the main page, lower, right side. This end-users license, privacy statement. Just click there, the C-A. Capital A. It's really small. Below those white boxes on the lower right side. Oh, okay. So, once done, you can click Wi-Fi settings, and you'll see.
70:00
Speaker 1
That is... Oh my. Oh boy, okay. Okay, I have, okay, in the Wi-Fi setting, this first goes, it's 3 bands here. Of 2.4. I have the 5 and the 6. Okay, so - sorry, I have a call in the midst. Can you repeat again? The first channel is a DE, yes. In the five. I want this one. On the six maids. OK. OK, yes. Yes.
71:00
Speaker 2
So please uh change that one uh click the drop down arrow and look for the first channel listed uh thirty 6. Okay. uh five gigahertz uh one uh six 5 if you can see that channel option uh.. if not uh then uh one uh 61. And then uh just leave the six gigahertz the minute now, hit apply. All right. Once the settings uh is applied,
72:00
Speaker 1
no. Okay. Okay. Meh go to the no. Okay. It's wicked. Okay. the. The the second note is the right.
73:00
Speaker 2
You can then check the closest child node again, if it's still red.
73:00
Speaker 1
Now let me see. [silence] yes Okay, I lost half working day already with you guys, and I have not solved my problem. I lost already one freaking half date of work with you guys. I understand it's funny. I don't. You don't, you don't get that money. You know? [silence]
74:00
Speaker 2
1 hour or 60 minutes got it I I see because I can guarantee you they are already our level two technician they can check this one further because this should not have our [silence] this is already a Wi-Fi seven supposedly it should have a very good performance. So uh they're the one uh yeah yeah we've all seen that you're a time machine
75:00
Speaker 1
[silence] Yeah back...okay no. Yeah. [silence] Okay. Okay. Okay. Bye-bye
79:00
Speaker 2
Same troubleshooting, actually. There already our level two technician. So, yeah, just to confirm your phone number. Uh, that's gonna be seven 55. No other phone number. Just this one. Okay. If ever you miss their call back, just check your email. They were gonna send you an email providing their direct hotline number, just in case, okay? And they will also leave a voicemail. Thank you so much again for your time, Augustine. Bye, for now. Bye-bye.
79:00