V2 Rubric Detail — bfbd82d2-7939-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:53
Duration
65m 23s
Contact
Rhonda Bordelon
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135939
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall75.5% (+19.5)

V2 Grader Summary

The agent successfully guided the customer through mesh setup, Wi-Fi renaming, and band configuration using appropriate tools and procedures, achieving partial resolution. One node remained non-functional, but the agent demonstrated ownership, empathy, and correct escalation judgment by not escalating a case that was within L1 scope. Technical inaccuracies were minor and did not derail the resolution path.

V1 Case Analysis

Customer reported mesh nodes not connecting; one solid red/pink, one blinking blue. Agent guided through app setup and resets but gave incorrect information about cloud account discontinuation. No model/serial collected. Issue unresolved; ticket LTS00135939 created. Agent noted router is first-gen with no firmware updates and customer has ordered replacement.

Troubleshooting Steps
  • Instructed customer to press and hold reset button until LED turned solid blue.
  • Guided customer through the Linksys app setup screens (terms, Bluetooth, Wi-Fi selection).
  • Advised changing Wi-Fi name and password via the router's web UI (myrouter.local).
  • Attempted to reset and re-add the child node multiple times.
  • Guided customer to change 2.4GHz and 5GHz network names via web interface.
Key Observations
  • Agent incorrectly stated that the Linksys cloud account is discontinued, which is factually false per KB.
  • No model, serial number, or warranty status was collected despite being a hardware issue.
  • Agent failed to identify the correct pairing method for the likely Intelligent Mesh system.
  • Agent acknowledged at [64:00] that this is a first-generation mesh system with no firmware updates, indicating it is out of warranty.
  • Call flow was disorganized with repeated resets and unclear instructions.
Positive Highlights
  • Agent showed empathy and patience throughout the call.
  • Created a ticket number (LTS00135939) for the customer and offered to assist further.
  • Attempted multiple resets and guided the customer through the app and web interface.
  • At end of call, acknowledged the router is first-gen with no firmware updates and advised checking modem stability for new system [64:00].
Agent Errors / Gaps
  • Incorrect statement that the Linksys cloud account is discontinued (transcript [25:00]).
  • Failure to obtain product model/serial number and warranty status.
  • Did not verify internet/WAN status before resetting nodes.
  • Provided contradictory guidance about Wi-Fi vs router password.
  • Lack of clear step-by-step troubleshooting flow; excessive looping.
  • Did not use correct pairing method for Intelligent Mesh system (e.g., 5-press or Add Node via web UI).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Customer successfully set up one node and renamed Wi-Fi, but one child node remained solid red and failed to join; issue not fully resolved.
R2 Met Diagnostic thoroughness conf 89%
Agent guided customer through factory reset, power cycling, app-based setup, and web interface access — following a logical sequence aligned with KB procedures for node addition and configuration.
R3 Met Correct resolution path conf 87%
Agent provided best-effort troubleshooting for an older mesh system, acknowledged firmware limitations, and advised checking modem stability — appropriate for out-of-warranty device without dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent identified key symptoms (solid red, blinking blue), performed resets, observed behavior changes, and tested connectivity via app and network — demonstrating a logical diagnostic process.
T2 Met Appropriate tools / resources used conf 85%
Agent appropriately used the Linksys app as the primary tool for setup and configuration, which is the intended method for consumer mesh systems; also directed use of myrouter.local for advanced settings.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information by stating 'Linksys has discontinued the Linksys cloud account', which is contradicted by the existence of the linksys_cloud_account.md KB. Additionally, the agent's description of LED colors ('solid red pink') is not supported by any LED reference in the provided KBs.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic control and gave step-by-step directions, but frequent silences, repetition, and lack of clear framing reduced overall call efficiency.
C2 Partially Met Confirmed understanding conf 83%
Agent used simplified language at times and repeated steps, though some jargon ('router password', '2.4G/5G') was used without full explanation for a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, guided through multiple troubleshooting steps, and did not transfer or abandon responsibility — demonstrated ownership throughout.
O2 Met Proactive follow-through conf 92%
Agent set clear next steps (observe node, wait five minutes), provided a ticket number, and advised monitoring modem stability — completed required follow-up commitments.
O3 Not Applicable Closure confirmation conf 96%
No prior case history was referenced or observable; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation was performed and none was clearly warranted — agent made reasonable attempts to resolve within L1 scope, including full setup and configuration.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Met Customer effort minimised conf 89%
Agent expressed empathy ('I'm so sorry'), acknowledged effort, and ended with positive reinforcement — recognized customer frustration and validated their work.
X2 Met Tone & rapport conf 88%
Agent adjusted pace to customer’s speed, allowed time for actions, checked in frequently, and adapted to confusion by repeating instructions — maintained engagement effectively.
X3 Partially Met Overall experience conf 84%
Customer had to perform multiple resets and app restarts, but agent avoided unnecessary repetition of questions and handled configuration steps efficiently once connected.
Call Transcript98 turns · 109 lines
Speaker 1
This is Linksys technical support calling, this call is recorded for quality assurance, please hold as we connect you to a Linksys specialist. Hi, this is Josh from Linksys technical support, I'm calling for Ronda, Bardin. Yeah, thank you so much for picking up the call, ma'am. um, so were you able to power them on? Mhm. Okay, let's just wait for the other one to power on. That because I believe the blinking blue light is still re- booting, so it's still re- booting.
00:00
Speaker 2
Hey, yes, sorry, we got disconnected, I guess. I was trying to get my nose together. Yes, they were on. I got, one has the, I guess it's the solid red pink light, and the other one is blue, but it's blinking. Is that the, yeah, that's the one that has been broken, I guess.
00:00
Speaker 1
Hmm, because it just keeps on blinking. Ah, okay. But let's just give it time to just to continue the cycle, the boot up cycle. How long have you powered it on? How long I mean, since paste, how many minutes have you powered on that node? Oh, okay. Okay, let's reset. Okay, let's reset the one that is uh that looks solid red. Um, or try to check if the default Wi-Fi name of this nodes are showing up. So, there should be two other developed set up names at on the Wi-Fi settings of your phone.
01:00
Speaker 2
We haven't used it in a while cuz it it went out. Yeah, I'm right. Um. I'm sorry. Yeah. Sinc I lost you. Okay, it's red now, I guess. It's funny. One looks red and one looks pink. Uh. Um.
01:00
Speaker 1
Only one. Okay, let's reset the one that is solid red then. Uh press and hold the reset button until the light turns off and turns solid blue. Yes. [silence]
02:00
Speaker 2
[KEEP_UNCERTAIN] I have the, uh, ODS. I have that one. Yes. I'm saying, this other one, like I said, it went out a while back, and we really haven't used it, because it wouldn't, um, well, I mean, I didn't know I had to do the other thing, but.
02:00
Speaker 1
Is it on? Turned on? Keep pressing and use a sharp pointed object. Yeah. [silence]
03:00
Speaker 2
No, it went back to red. Now it's telling me I have no internet connection that, what happened to my one up here? Wait. That one's still green. I don't know why it's telling me I have no internet connection. Uh, no, it didn't turn off. on it. And you're sure? and just hold it until it turns blue.
03:00
Speaker 1
Okay, now let's wait for that to turn pinky shred.
04:00
Speaker 2
I think it just shut off. Okay, it's blue. Okay. Okay. [silence]
04:00
Speaker 1
Okay, um, yeah, what's the light indicator now? [silence]
05:00
Speaker 2
It's blinking blue But it's not showing up on my Wi-Fi.
05:00
Speaker 1
Okay. All right. Now um. Okay. Your phone is already connected to the default Wi-Fi name of the Parrot-node, right? Okay. All right. Well if that's the case, then, um, kindly. Kindly click on uh, I mean, open the Lynx's app. [silence]
06:00
Speaker 2
[ silence ]
06:00
Speaker 1
okay hello [silence] yes what's the light indicator now you you mean your the link is up okay can you try to first close the app and reopen or try to uninstall and reinstall
08:00
Speaker 2
Yes.
08:00
Speaker 1
okay see what does it say now okay Wi-Fi yeah
09:00
Speaker 2
Okay, it says loading the setup experience, terms and conditions, agree, enable Bluetooth settings, Bluetooth, [silence] [silence] now it's asking me what am I setting up? It's telling me to enable Bluetooth, manage my Wi-Fi, set up and then [silence]. manage going to manage my Wi-Fi.
09:00
Speaker 1
Okay, so just just log in using router password. Router password. This router password because the router reset. Technically, did not remember the in links is a ground.
10:00
Speaker 2
Okay, now it asked me to log in and I got a new phone. So I probably don't remember this, let's see. Okay, I see it. I see it. Okay. Got it. Okay. All right. So it brought me back to terms and conditions, agree. Bluetooth. I'm doing the mesh routers, Bluetooth. Okay, so I need to go manage my Wi-Fi. Wait. I don't want to do that. It just brought me back to
10:00
Speaker 1
Okay, what does it say now? Okay, how about you try to uninstall the app? [silence] Now sign in.
11:00
Speaker 2
It's thinking but it brought me back to, let's see, manage my Wi-Fi, and it's thinking. I might have to get out of it again because it didn't go to,rought password. Okay. Leave. Thank you reim whatever. Okay, they have just a link sys, a link sys smart Wi-Fi, link sys router, Linksys Veela just go to the regular Linksys app if it's taking forever cuz I'm cannot connect l i m k f i s Oops. OK. It just went red. My my parent node just went red. So it's not letting me connect. me. Now, like I said, my parent node
11:00
Speaker 1
Okay. So the parent node went for it? Okay. All right. Well, I guess, I guess that, um I guess that your modem is not providing a stable internet connection in that case because just a while ago, it went online and now it's back uh offline and we did not do anything. We're just trying to can uh to um add that child node. In that case, ma'am, um let us try to um reboot the router and the modem. See if it's going to uh go back online. Um unplug both the router and the modem.
14:00
Speaker 2
Do not Unplug it. I just reset it in the front of it. [silence] from the power right?
14:00
Speaker 1
So once a modem is back online, which means all the light indicators are in solid, you can power on the linksys. [silence] So once a modem is back online, which means all the light indicators are in solid, you can power on the linksys. [silence]
16:00
Speaker 2
([silence] music) plug the modem back in, let it wait until that comes up to plug the node back in, or maybe I should plug it in. Also, it can start thinking. Um, look. Uh, [silence] music) Okay. He's, we know that when he's Lincoln blue.
16:00
Speaker 1
Okay. Yeah. What's the license on the keyboard? The links to the device now?
20:00
Speaker 2
that says blinking blue. Okay, it's green again.
20:00
Speaker 1
It's solid green. Did it stay solid green? Okay. Okay. Try to reconnect to the WiFi please. Yes, the WiFi of this node. The default one. The default WiFi name of this Node. Okay. Then open the Leaf Set. It went red again. Okay. How about this one? Well, we can Well, that is also it could be a factor. Yes. But I am I am guessing, man, because our router is just dependent on the modem, man. What I'm guessing is that your modem is not providing a stable
21:00
Speaker 2
Yes, it's going. to my home Wi-Fi. Okay. Okay. Yeah, it's connected. Nope, it went red again. Nope, went red again. Yeah, I guess my system is just old. Wait a minute. It's green again. No. It's playing games, because it's going.
21:00
Speaker 1
We can say that it has internet connection, because we were able to get the router online.
22:00
Speaker 2
Okay. Okay. Okay. Um. Okay. Okay. [silence] It's already- it's green again. It's green again. Okay. Um. [silence] Yeah. Uh. Okay, let's see. Terms and conditions. Agree. Allow links to the farm Bluetooth devices. Allow links. Connect the router to your modem. That's already done. It's connected. Plug additional nodes in to power near the router. Did that. Should I unplug them and replug them? Or just see what it says. Next. New make sure everything has finished starting up. No, not. Light is still.
22:00
Speaker 1
So it's asking you to create a Wi-Fi name. Yes. That's going to be a different name for the [silence]
24:00
Speaker 2
She's a solid it is a solid pinkish red like I said the other one I think it's a lost cause let's see yeah the other one's still blinking blue checking for internet and name my Wi-Fi is this my Wi-Fi that's here at my house yeah is that just for that's not my modem though right okay[silence]
24:00
Speaker 1
Please skip that one, ma'am. Um, skip that one, ma'am because it's not really necessary because, um, Link's has discontinued the Linksys cloud account. So, in the Link account is no longer available. Yes, yes, just skip that one and then just create a a router password.
25:00
Speaker 2
Okay. Okay. Now I need to do a password. Okay. Our privacy continue. Login. It's asking my email address and my password. Yeah, I probably did forget my password. Okay. So use my router password and stuff. [silence]
25:00
Speaker 1
no, that's the default Wi-Fi password. This is for extra security of your system, ma'am. We make sure that your router your router password is different because to make sure that no one can get into your link's settings and change the Wi-Fi password or manage the Wi-Fi settings.
26:00
Speaker 2
my phone, what's the? I mean, what's the? Hint password? Configuring your Wi-Fi network. This should take up to a minute. [silence]
27:00
Speaker 1
you go to the wifi settings of your uh phone and then look for the wifi name you created for the link system yes and then uh connect to the specific wifi name that you created where the links is yeah
29:00
Speaker 2
Okay, it says it was created. Now let's connect to your new Wi-Fi. App connect to your new Wi-Fi. Wi-Fi made. Wait, I'm sorry. What, go to my Wi-Fi. Okay. Okay. Now, okay, that was this one. So now I gotta come do this password. Okay, we it's saying unable to connect. You are not online. No, sorry. [silence]
29:00
Speaker 1
Make sure that you use the right password. Remember that Wi-Fi password and router password are different. You use the Wi-Fi password.
31:00
Speaker 2
it's unable to join why is it unable to join uh yeah i'm looking at y'all seeing it says my wi-fi name is the river and my wi-fi password that's what I'm trying to put in uh the river uh okay it worked. that time
31:00
Speaker 1
Okay, go back to the links SYS app, so we can proceed and add the child, no. Observe the light indicator of the child nodes. It should be blinking red while it's adding. Yes, it's going to add one at a time.
32:00
Speaker 2
actually looking for your child node yeah yes only on one of them though it's not doing that on the other one okay
32:00
Speaker 1
I'm so sorry. yes so make sure to write it down so you won't be confused in case you forget. okay
33:00
Speaker 2
I said, so it has a wi-fi password and a router password. Yeah. That's, that's what I'm doing. I'm trying to make sure I get it right.
33:00
Speaker 1
Yes.
36:00
Speaker 2
It's still blinking. okay. Yes, it's green. Blue, whatever shade that is. Oh, no, one of them is still blinking red. okay. Now it says your network, router, child node. One. Should I hit add more nodes?
36:00
Speaker 1
on the other one Okay, well if that's the case, let us reset that one more time And then we'll add it again. Yes, press and hold until the light turns off and turns solid again
37:00
Speaker 2
Yeah, but the lights not staying solid. It's blinking red and then blue red and blue. Yes. So just hit the reset button?
37:00
Speaker 1
keep pressing it to the light turns off, okay, let's, wait for the blue light before... no, not yet, [silence]
38:00
Speaker 2
[silence] It's still just blinking. Okay, it's solid red now. Let's see, it's gonna [silence] before it turned off. Okay, it's off. Let it go. okay. okay. okay. okay. Okay. blue light. Blue. Can I let it go now? Since it's blue. okay. Thank you. Okay, so it's node light is solid rather child node one it's blinking blue again and it's not, it didn't show up. I think this one just don't work anymore. And it? So it [silence] [silence] [silence] can hit it and it doesn't [silence] [silence] [silence] [silence] and the ring show up. see it? [silence] [silence] so uh. okay [silence] [silence] go to set it as a child. of this. [silence]
38:00
Speaker 1
It is still rebooting. So let's just wait for that to turn pink. Okay. [silence]
40:00
Speaker 2
Okay, because it says, it's on the next screen. That's all I'm asking.
40:00
Speaker 1
Yes
41:00
Speaker 2
Okay. Okay, let network software add this computer to your network group behind the firewall so they can keep it and your, since this computer is on, help you. Okay, the parent node? Okay.
41:00
Speaker 1
Okay, what's the light indicator now? You mean the main node? How about the child node? [silence] This all in red.
42:00
Speaker 2
Oops. Sorry. Is it white and yellow or white? I'm not sure what color that is. It looks yellow, but might be white. Yes. Okay. It's it's green now. One of them is the blue green color and the other one is still solid red. Solid red.
42:00
Speaker 1
Okay, it's now blinking red, so I think it is trying to connect. Let us just wait for the node to fully boot up, connect, okay? Okay. So to make sure that our waiting process is just efficient for the child node to boot up, I'll run a timer for five minutes here on my end, okay? And also observe closely the light indicator on the node and let me know if there is any changes. Okay, thank you.
43:00
Speaker 2
Nope, now it's blinking. No. All right. Yes, ma'am. Yes, ma'am. You're welcome. Okay, it's on one. Trish.
43:00
Speaker 1
Yes, sir. Yes, ma'am. [ silence ] Okay, are solid. Okay, I mean green. Okay. Okay. Yeah. This is a good bit time to establish connection. Yeah like an hour. Um hath what do you mean regular Wi-Fi? Oh UH well it depends on you, ma'am because I believe that your modem is providing wireless connection like wi, w fa connection. Uh-huh. Right? Like you have a specific, uh, WIfI name from from the modem and also [inaudible].
45:00
Speaker 2
All three of them are on. No. That, no, no, that one just went back red. Nah. It might still be trying to reboot. Now it's green. It's, I think I'm just going to leave them all right here for a little while and, yeah. So when can I reconnect my phone to my regular Wi-Fi? Like my house Wi-Fi? Uh-huh.
45:00
Speaker 1
the the Linksys right the so technically the main purpose of having the Linksys is to extend the Wi-Fi so that you'll have a wide coverage so you can can connect the Linksys device ma'am whenever you're out of range of your modem but if you want um to have a specific connection um you can only connect you can actually disconnect to the Linksys uh huh yeah yes they yes yes
46:00
Speaker 2
[silence] uh-huh. Okay maybe maybe that's what. Okay so okay so now my understanding is the Wi-Fi connection that I had like earlier we had my son set it up and it was a nap and a nap 2.4. So this replaces that so I got to change that kind of stuff will it affect my TV and everything?
46:00
Speaker 1
If your TV is connected to the old Wi-Fi name of the parent node, then, um, you will, uh, so you mean to say that when you created a new Wi-Fi name, it's different from what you had before. Well, if that's the case, yes, yes, but don't worry, you can still change it on the app. Um, you go back to the app? Yes. Okay. Uh, yes.
47:00
Speaker 2
Uh-huh. I should have kept it the same. Oh my God. Okay, let's see, go back to that. I don't know where did I put my app? There it is. Okay, I guess I can hit next. Go ahead and I'm gonna leave my child name's where are for now. Okay, so connect your devices to your new Wi-Fi.
47:00
Speaker 1
dash, bor, uh, it means it shows that you're online. There's three lines at the top of the screen, ma'am. That's uh, the menu button. Okay. And then um, you click on Wi-Fi settings. Okay. And then um, from there, you can change the Wi-Fi name and passphrase back to what you have before. Ah-ah.
48:00
Speaker 2
okay I can do all that later okay okay okay okay okay okay okay now my my I have a question my son does computer stuff like installations and things so he had two different settings like he had nap and nap 2.4 do I have to do that again
48:00
Speaker 1
We can, yes, if that's, that, if that is the case, we have to do that. But uh we need to use a computer for that, to access the router settings. How about an iPad? Do you have an iPad? Okay, we'll just use the iPad then. Yeah. I understand.
49:00
Speaker 2
Well, I'll wait until my husband gets home. He has a computer. Yes. Okay. Can I move my phone now? Go. Okay. I don't want to move away from everything. It all looks so pretty. Okay. All right. Okay. I would Okay.
49:00
Speaker 1
Okay. Okay. Okay. Yes. Yes. Okay. Yes. Yes. Okay. Yes. Yes. Um, okay. What do you mean? We we need to connect to the Wi-Fi first and then we will access the router settings. But you said that you specifically want to separate the network. Yes. You want to separate the network, right? The 2.4 and the 5G. Okay. We will do that all together in the browser page, okay? We will not do that on
50:00
Speaker 2
All right. So, what do I have to do? Okay, can I change this on here? On my Wi-Fi system. Yes, I'm just changing the name of it right now. Is that okay? Well, yeah, that's, I'm on the Wi-Fi, isn't that what we were doing? I was changing it back to my original Wi-Fi. Yes, I just wanna rename the first one right now. Okay.
50:00
Speaker 1
don't open that up okay alright so this time you connect your iPad to the to the wifi name and uh that you just created and then open up a browser
51:00
Speaker 2
Okay. So, wait, I got to look and see, this is my husband's iPad. So I gotta... I think I might leave it. Uh, no, I can't do that. We wouldn't have to change that much, right?
51:00
Speaker 1
But, if you prefer, I am willing to assist you. [silence] Yes. [silence] yeah. [silence] I'm sorry? [silence] Okay. [silence] We're able to open the link uh to connect to the Wi-Fi. [silence]
52:00
Speaker 2
and if people come over is it or the people like when somebody comes over like my sons they automatically connect because they've been on it before will they have to rejoin it anyway okay I might leave this the way it is and just create the second one as two okay all right I'm my husband's gonna die but oh well I'll fix it okay all right so what I gotta do how do we do the other one Oh no wait let me I don't even know where he has does he even have Google on his thing or internet um okay
52:00
Speaker 1
Okay, now open up a browser. All right, on the address bar, type in myrouter.local. Yes. Yes. All right, and then hit Enter or go. Okay. Okay. Okay, okay, okay. Okay, okay. [silence]
53:00
Speaker 2
okay got it okay yes ma'am i there what have i got my in late oh oh wait wait D regional okay okay all right this is waiting um sign in access develop
53:00
Speaker 1
okay, so it's asking for router password right, so you use your router password when you create that a while ago, which you write down. [silence] Okay.
54:00
Speaker 2
go ahead and just download our password. okay. okay. Yes, um, I have a Linksys Smart Wi-Fi tools and it's got like 17 boxes.
54:00
Speaker 1
Okay scroll all the way down at the bottom right corner of the screen. You'll find uh tiny words there that are highlighted in blue color. You look for capital CA like California capital CA. Did you find it? It's like a photo yes it's like a note. Okay anyway. Okay if it's not there then click Wi-Fi settings. Wi-Fi settings on the left side all right. Under Wi-Fi settings
55:00
Speaker 2
Yeah. Right in the bottom right? Yeah, I'll see end user's license, agreement, privacy statement, third party license, and Okala privacy policy. Um, a C in a circle like copy 2023. Links to holding incorporated and/or its affiliates. All rights reserved. Okay, got it.
55:00
Speaker 1
You'll see there, 2.4 in 5G Network. Is that right? Okay. Alright, well, if that's the case, it is a place now that you can change the Wi-Fi name to what you have before, the one that you mentioned. What's the name again? The one with 2?. Okay. Let me see. Yeah, so you have to change the 2.4, change it back to what you have before. So Nap 24 and then the 5G will have Nap 5G. Is that right? Okay. So you change it exactly to what you've before. And if you want to change the password as well, you can do that now on that same page. And please make sure that you change it for both. [silence]
56:00
Speaker 2
[silence] Okay. Okay. And I'm trying to make sure I have the right password. That's not going to work. Okay. I think
56:00
Speaker 1
Okay, so if you are satisfied with the Wi-Fi name and password that you have in there, make sure that the password are the same, okay? And write it down. Oh. sir yes Sir, hello. hello hello, yes, yes. Well, the 2.4 it is a lower bandwidth network. It is more stable and it has wild long coverage. It's it's what it has wide coverage. But um, I mean, it is necessary for those iOT device if there's like um, like the TV, it only connects to the 2.4 the ring doorbell, thermostat and those other iOT device.
58:00
Speaker 2
Okay. I'm not sure I want to continue. Yes. Can I ask you a question now? Applying changes. You're running with applying changes. Okay. What's the difference in what I'm saying? Like, is one stronger than the other? Okay.
59:00
Speaker 1
Bluetooth speaker, just like that. The 5G, it provides fast data transfer. It has short coverage, but it is important for devices that is capable to connect high frequency technology or data. Yeah, data or network. Yes. Okay. Okay, it's, it's normal because we change the Wi-Fi name. It means, yes, you have been disconnected after we change the Wi-Fi name. So you just have to go back to Wi-Fi settings of the iPad or your phone. You connect it back to the Wi-Fi. Yes, the iPad and your phone, you connect it now to the new Wi-Fi name. The now.
60:00
Speaker 2
Okay. So like my TV and everything should be to the 2.4. Router not found. You are you are not connected to Nova. Why not? The iPad.
60:00
Speaker 1
Teck if the NAP 2.4 and MADAP is showing up.
61:00
Speaker 2
Okay. So the iPad I should connect to the 2.4. Can be just the five. Okay. Okay, okay. I'm connected. So go back to where we were.
61:00
Speaker 1
okay uh... pretty just like ok and I think that you are all that now ma'am do you have any other concern are you get to go now ok thank you so much and congratulations for doing a good job as well and it wouldn't be possible without your hope you did all the troubleshooting I just did uh provide you the instruction so
62:00
Speaker 2
yes oh wait I gotta get out of this huh oh it's no it's waiting now it's doing something else it's probably I guess it's retrying cause it went back to that page where I was changing stuff so should I hit apply again okay I think I'm good you have been a saint saint, Saint, Saint and I appreciate you.
62:00
Speaker 1
Overall, you did a great job. Congratulations. Um if there's nothing else then I will not take so much of your time. Enjoy the Wi-Fi and if you may need help again, um you can give us a call back. I have a ticket number. I can provide it to you for your reference next time. Okay, I will dictate this to you. Please write this down. Okay, you ready? So that's going to be LTS. 001 359 39. Yes. Okay. All right. So, thank you again. [silence]
63:00
Speaker 2
Thank you so much. Please. Yes, please. Yes, ma'am. Yes, ma'am. Are you using any form of birth control? OK. Three, five. Nine. Three, nine. OK. And I am going to print out
63:00
Speaker 1
Yes ma'am have a good. Sorry, go ahead. [silence] Well, yes, ma'am. [silence] That is is that is necessary ma'am, especially if in case that the issue will happen again within 24 hours. Please observe the connection. Okay? But also, we could also [silence] They have to check the modem ma'am if in case that the modem is [silence] really stable, then it could be that the router. Given that this router is our first generation of [silence] our mesh system and we no longer provide any firmware updates of this [silence] router. So, it could be one of the reason as well. But since you are um you've ordered a new router already, it is also important to check the modem so that it will not happen the same issue will not happen to the new system.
64:00
Speaker 2
Okay. Okay. Um Okay.
64:00
Speaker 1
Okay. All right. So thank you for your time. You're welcome. You just will. Take care and stay safe. Bye bye.
65:00
Speaker 2
okay okay i appreciate it thank you have a good day bye bye
65:00