V2 Rubric Detail — c0a1954a-7eba-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 12:59
Duration
60m 37s
Contact
813-892-0618
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136839
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wifi password not working
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.00/5
Communication0.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall48.5% (-7.5)

V2 Grader Summary

The agent achieved a successful resolution by restoring the mesh network, fulfilling R1. However, technical accuracy was materially flawed: incorrect LED interpretation, wrong default password advice, and misuse of the 5-press method. Communication was disorganized and poorly adapted to the customer’s needs, despite strong ownership. No auto-zero is warranted as there was no abandonment or fraud, though technical inaccuracies were significant.

V1 Case Analysis

Customer reported WHW03 mesh nodes reverted to default SSID 'Velop setup 637' and wouldn't connect after password reset. Performed factory reset and 5-press pairing method on nodes, recreated Wi-Fi SSID/password via Linksys app. Network restored; advised to monitor node and consider replacement if issues recur.

Troubleshooting Steps
  • Verified node LED status (solid blue/purple).
  • Performed factory reset on the node.
  • Applied the 5-press pairing method for WHW03.
  • Recreated Wi-Fi SSID and password via the Linksys app.
  • Confirmed node status changed to solid green/purple and child node added in the app.
Key Observations
  • Agent used correct 5-press pairing method for WHW03, which is technically accurate per KB.
  • Call was excessively long with repeated confusion, silences, and miscommunication.
  • Agent demonstrated poor communication, including garbled speech, mishearing customer, and failure to pace instructions for an older customer.
  • Despite communication issues, the agent ultimately guided the customer to a likely resolution using correct procedures.
Positive Highlights
  • Collected model number (WHW03) and serial number (20J1061793280) correctly (08:00–09:00).
  • Accurately identified out-of-warranty status and explained support eligibility (10:00–11:00).
  • Correctly applied the 5-press pairing method for WHW03 mesh nodes after initial confusion (29:00–30:00).
  • Guided the customer through recreating the Wi-Fi SSID and password in the app, restoring network access (48:00–53:00).
  • Confirmed node LED status indicating successful pairing and reported network restoration (58:00).
Agent Errors / Gaps
  • Severe communication issues: garbled speech and soft volume made instructions difficult to understand (05:00–06:00, 06:00–07:00).
  • Repeatedly misheard and asked for customer's name and email multiple times, causing confusion (11:00, 12:00).
  • Provided contradictory and confusing instructions, such as suggesting to unplug and replug the node five times instead of the correct 5-press method (24:00).
  • Failed to restate the problem clearly or set expectations at the beginning of the call.
  • Allowed long periods of silence without explanation, reducing efficiency and customer confidence.
  • Misunderstood customer's reference to 'main router' as ISP gateway, causing unnecessary confusion (15:00–17:00).
  • Incorrectly described the 5-press method as 'unplug and replug the node five times' (24:00), which contradicts KB documentation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms network is working: 'I'm good to go' and agent concludes 'your network is back online now'.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power cycle and reset attempts, but skipped firmware check, admin login verification, and clear pairing steps; troubleshooting was reactive, not systematic.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty (expired 2021) and proceeded with best-effort troubleshooting rather than dismissing the case.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to ask structured diagnostic questions; misinterpreted symptoms (e.g., solid purple as ready state); no root cause established for initial failure.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools (e.g., remote UI access, log review, firmware check); relied solely on customer’s verbal description despite need for verification.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'solid purple' means ready (WHW03 uses solid blue); advised 'admin' as default password (WHW03 requires user-created password); misapplied 5-press method as recovery reset rather than pairing/escalation.
Communication
C1 Not Met Clear & professional language conf 85%
Agent lost control repeatedly: garbled speech, long silences, abrupt transitions, failed to reframe after confusion, and allowed customer to lead.
C2 Not Met Confirmed understanding conf 85%
Used technical terms like 'SSID', 'recovery reset', and 'five press method' without explanation; failed to confirm understanding with a self-identified non-tech-savvy customer.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent created a case, stayed on call for 60 minutes, attempted multiple steps, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 80%
Agent outlined next steps but failed to clarify that the defective node would not be recoverable; did not confirm final setup completion until very end.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation needed — agent made correct judgment to troubleshoot out-of-warranty device rather than escalate unnecessarily.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the resolution path.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered generic 'thank you for your patience' but did not acknowledge customer’s frustration, age, or repeated effort specifically.
X2 Not Met Tone & rapport conf 85%
Agent maintained a rushed, technical tone despite customer’s confusion, age disclosure (76), and need for repetition; no adaptation in pace or style.
X3 Not Met Overall experience conf 85%
Customer repeated model, serial, and ISP multiple times; agent failed to document or use prior info; required excessive manual steps without agent-side verification.
Call Transcript87 turns · 97 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. We are currently experiencing higher than normal call volume, which may result to 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
[silence] Hello. [silence] I'm sorry, I can't hear you. Can you turn your volume up?
05:00
Speaker 2
Yes, ma'am. It should go solid blue after three to five minutes. For the two nodes, please. One, two, three, four, five. Physical connection conflict, class, confirm.
05:00
Speaker 1
I'm sorry, I'm, uh, uh, you're coming through very garbled and very soft. I cannot hear anything you're saying. Hello? I, yes, I can hear you now. Thank you very much. I'm, uh, I'm having some issues with my Linksys.
06:00
Speaker 2
to . complications. tick security system connectivity sharing per minute fish. chavosh OK. these things for your review. for system. ridged most people so with good OK. uh, recovery. uh, reviews Hi, thank you so much for calling this, this is Josh. securing.
06:00
Speaker 1
Saturday morning, I noticed that the network wasn't working. I tried turning, you know, turning everything off and then turning it back on. And when I turned it back on, the system would not accept my password. So, I went in to try to figure out how to change my password, and since then everything's kind of gone haywire. Um, the my uh network is showing up, uh, you know, it used to show up as as a, um, uh a contraction of my name, and now it's showing up as a a velop set up 637. And nothing I'm doing seems to be able to to get me to connect. you did it? I did. I did press it. Do you want me to press it again? What's the what? The color? The color is deep blue. A steady deep blue. Okay. Model number is, uh, I guess it's, um, uh,
07:00
Speaker 2
Okay. I'm sorry. Based on what you've mentioned there that you are seeing now the default Wi fi name of the node, it seems that the node was set to factory default. So, it reverts back to its factory default. Did you press the reset button of the device there? There might be I'm so sorry. I know it because it's already reset. What's the in the key of the node by the way? Yes. Uh what's the model number of this device? Sorry, I forgot to ask for one minute.
08:00
Speaker 1
based base slash VLOP setup 637. yes, the serial number is 20 J1061793280. I'm sorry? oh, my Internet service provider is uh Frontier. I have two nodes. I have one one upstairs that, I guess is the main node, and then I have another one downstairs that uh uh relays the signal.
09:00
Speaker 2
This is a Wi-Fi name. Uh, how about this Siro number? Can you give uh- can you provide me the Siro number instead? Okay, uh, this is your internet service provider. Who is your internet service provider? Frontier. How many nodes you have in total, sir?
09:00
Speaker 1
I do. Yeah, no, two. Yeah, the main note, and then one that repeats. The signal.
10:00
Speaker 2
Okay. Uh, do you have a link? This app, sir. Okay. So, you have three nodes in total, two, I'm sorry, two, okay. So, as per checking here in our system, sir, it shows the model number of your device is W.H. to 03, since you have two pack, yeah. It's 0302. And, uh, based on our records, it shows here that this device that you have is already out of warranty since September 16, 2021. So, um, don't worry, sir, because even if the device's hardware warranty already expires, we could still be able to provide you technical support, but if in case that the device will be deemed defective, after exhausting all the troubleshooting, um, it will not...
10:00
Speaker 1
your name is Steven S-E-E-P-H-E-N Sobolski S-O as in boy alongside. My email is Facebook again B as in boy I-E-R at verizon.net. Thank you.
11:00
Speaker 2
Is this going to be covered for the warranty with regards to the replacement? Okay. For now, let me just create a case here on our system so he can proceed. Can I have your full name, sir, and your email? Yes, Wendy Campbell. Okay. And about your email, sir? Wendy Campbell [silence] Okay, let me repeat your email so to make sure that I have it right. Okay. Let that's going to be Sam? Okay. S for Sam. S for Sam. @ and then [silence] will be zero, I mean to 4944. One more time, zero, two, four, nine, four, four and then mail.com. But then, like, Wendy Campbell, I can't find anything on our system. Do you still have the [silence] perhaps.
11:00
Speaker 1
No verizon.net everything else works fine and I'm I'm sure something I haven't screwed this up. Uh yeah. Hopefully I won't lose you, because I'm on my cell phone. hold on. Can you still hear me? Okay, uh let's see, hold on. what's the what? I'm sorry.
12:00
Speaker 2
oh for Oscar be for bravo I for India e for England our for Romeo at verizon.com oh sorry our isn't net sorry okay but everything else was right correct I'm sorry yeah okay all right sir okay sir uh can you open the lens's app sir yes I can yes again can you go to the white [silence] uh what's a light indicator of the other the other nodes here the extension note [silence]
12:00
Speaker 1
I'm sorry, the light, is it steady purple color? Yes. Yes. The child notice, purple doesn't show up. The router being not the link, but the but the main router? Um no, I have not done that. [silence]
13:00
Speaker 2
Yes. [silence] Yes. Sorry, another node is solid purple? [silence] Yes. [silence] 13 the child node. [silence] Yes. [silence] Yes. [silence] Yes. [silence] Oh, I see. [silence] So maybe develop set of Wi-Fi nameseries for the child node. [silence] Can you still see can you still find the network or the original network that you have set up, sir. [silence] Yes. [silence] And then it doesn't show up. [silence] Yes. [silence] Yes. [silence] Have you tried to reboot the routers, sir? [silence] The main router. [silence] Yes. [silence] Okay, can we try to
13:00
Speaker 1
Yeah, just what, unplug it for. a time. Okay. Do I need to leave it unplugged for any length of time? Okay. I'm doing that right next. Okay, it's unplugged and. It's still showing solid right now. It's just just showing solid blue. I haven't plugged the I haven't plugged
14:00
Speaker 2
Try to do that first, sir. Yes, unplug and then replay. Plug, just unplug and then replay. Okay, can you please observe the light indicator? Of the node, closely, sir, check if it if it will flash blue.
14:00
Speaker 1
the router back in yet. Should I do that? Okay. I unplugged the main router. Should I plug that? I'm sorry, I thought I thought when you said router that you that you meant my main router from the cable company. Okay, well um I I'm not really up on this terminology, so I apologize. Okay, so I'm I'm uh I've plugged back in my main router and it's going to take a couple minutes for it to come back up, I guess. So should I unplug the linksys router now also?
15:00
Speaker 2
No, no, no. Just unplug the Linksys, not no other device. Make sure to take out What do you mean main router? I'm just talking about the Linksys. I know, I know. I meant the Linksys because it's a router. No, it's okay. It's my fault. I did not make it clear Yes, please
15:00
Speaker 1
All right. I'm sorry. I'm still waiting for my other router to to come back up with with the internet signal on. [silence] Are you back up yet? And I'm sorry, I misunderstood you previously about the router. But but I had unplugged the the links router previously and and and plugged it back in. Well, I haven't plugged it back in yet. I'm waiting for the I'm not sure I'm not sure what to do it. It's uh it does bread. It has wireless capabilities.
16:00
Speaker 2
And, uh, right now, what's the light indicator the line, the links is? [silence] Okay, let's just wait for the main routers. [silence] So is your router, is the device from your Internet service provider, is it a gateway like a modem and a router all-in-one or it's just a gate, uh, it's a modem alone? [silence] Stand-alone, whatever. [silence] If it's a plain modem, if it's a plain modem, sir, it means that it it has, it doesn't have the wireless capability. It, which means, okay, so your modem is capable of broadcasting wireless connection like you have own WI.
17:00
Speaker 1
[silence] Correct, but but it. but it won't reach back up to to my workshop, so that's why we got the and and also downstairs, we were having problems with it. So that's why we got the lynx system. right Okay, so looks like the main router is back up and it's showing a signal. So I'm going to replug in the lynx router. And it's showing a solid blue light.
18:00
Speaker 2
oh I see oh that is why uh you misunderstood the router as the one that you have from your modem I mean from your internet okay I understand now okay okay okay is it like flashing blue sorry [silence]
18:00
Speaker 1
No, it's just solid. Yes. Okay. Reset, uh, try the reset button. Okay, so press the, reset button until you tell me to let it go.
19:00
Speaker 2
It's just solid blue. All right. Um, sir, just to set your expectations, sir, if in this case, sir, if the node is not responding to the boot up processor, not flashing blue, or red at all, while it's rebooting, it could uh also mean that it's already defective. So, but for now, let us just try to reset it, sir, cuz maybe it just needs some reset. Okay? Yes. So, to press the reset button, sir, press and hold it. Wait for the light to turn off, and then turn solid blue. I will also run a timer on my end for one minute. I'll let you know once the minute is done. Just observe the light indicator at the top.
19:00
Speaker 1
All right. I'm pressing it now. [silence] Still just solid blue. [silence] Yes. Not at all. Yes. Um, hold on one sec. Yes, that's correct.
20:00
Speaker 2
Okay. Okay. You, you, you can release the button now. And uh you mean that the node is still solid there? It did not turn off at all? Mm. Uh-huh. And the default wi-fi name of the node, which I believe uh velop setup 637. Is it showing up? Okay.
21:00
Speaker 1
Um, I'm trying to find the list. I'm sorry. I'm not very good at this tech stuff. Um, yes, it's showing up under available networks. No, actually, it's showing up as Velop setup 2F6. Um, no, the name, the name on the label is 637. [silence]
22:00
Speaker 2
So, is that showing up on the list of available networks? I see. There you go, you can understand it. Oh, so develop setup 637. Is that the Wi-Fi name th-- you see underneath the nodes, sir? Can you verify? Okay. Okay, which means, sir, that that Wi-Fi name is no longer showing.
22:00
Speaker 1
Okay? It also says, incorrect password underneath it. Right. It's showing up as develop setup two F six. [silence]
23:00
Speaker 2
Okay. All right, sir. But nonetheless, see, the Valops up 637, which is from the parent node, is not showing up, right? Can you confirm? Okay. All right. Sir, that is, I believe that that is the Wi-Fi name of the child node, so, indeed, the child, the Wi-Fi, I mean, the Wi-Fi name of the parent is no longer showing up. And that, that is one of our indicators here that the node is already defective. But for now, let us do some recovery reset here for the node, because maybe it's still going to work. So, for the recovery reset, sir. We are going to unplug and replug the node five times in some certain time. I am going to tell you sir when to unplug and when to replug. Just let me know when it's already done on your end. [silence] We'll see you. Transcribed by Sanket
23:00
Speaker 1
Well, let's try and see if I can get that um I back. If you can hold on for 1 second. I have to go downstairs. I'll be right back.
25:00
Speaker 2
If you don't want to uh troubleshoot this device at all and we'll just set up the other node, then we can also do that.
25:00
Speaker 1
Okay, I'm back. I'm sorry for that. Let me just plug this one other this other one in and see if see what it does, if that's okay. All right. Okay, I just plugged it in. Once again, solid blue light. Okay. Light's still solid blue, but red light is blinking.
26:00
Speaker 2
Okay, sir. Ma'am, and can you remember how to enter the password slash? Yes. Can you do it again and then run it again? And then connect it as well to your modem or the router from your end.
26:00
Speaker 1
Yes. Okay. The blue light on this one is now slowly flashing. Oh, okay. What me? [silence] It's still slowly going on.
27:00
Speaker 2
internet which means okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, okay, nope, I am with Corcina woman.
27:00
Speaker 1
off. Still showing blue. It's not showing up on my available networks yet. This one is, okay, this one is, is is vellop set up to F6. I had this one downstairs and it was plugged in, so it was probably, Yeah, and it showed up. two, two F6. So this must have been the one, yeah, so this, the, okay, it's showing up on my network again. So this must be the one that was, that was getting picked up.
28:00
Speaker 2
What's the Wi Fi name underneath this now? So, this is Velop setup two eight six. Two F to F 6. Okay. All right. Let's select indicator the nodes indicate
28:00
Speaker 1
Purple. Okay, five times in five seconds. So, all right. One, two, three, four, five. And now it's flashing purple, kind of bright purple.
29:00
Speaker 2
Okay, now since it's already solid purple, which means it's ready for setup, sir. Let us try to um, reset, I mean, set up the node via the five press method. So the five press method, sir, is pressing the reset button of that node, uh, five times in five seconds. It's gonna be press, release one. And so five times. Yes, not too fast, not too slow.
29:00
Speaker 1
It'll turn blue for a second. Now it's, flashing purple again. Now it's a steady blue. [silence] I'm sorry, could you repeat that? [silence] Okay, hold on. Let me write it down for me.
30:00
Speaker 2
Alright now try to connect to develop set of two F6 Wi-Fi. [silence] connect to develop set of two F6. [silence] use the password that's underneath the node. [ silence ] Ma'am, can you check on their device, this man's on the head. [silence]
31:00
Speaker 1
Okay, so. [silence] And then hit connect. [silence] Couldn't connect to network. Oh, now it's connected. Okay. Uhoh. Hold on. You're dealing with a 76-year-old here. I'm sorry. Okay. I'm in the Linksys app. Oh, let's see. It says it's asking me to log it in, I guess. Using the router password I just used.
32:00
Speaker 2
which is an ASUS One thing to make sure, is to make sure that all your devices are connected to that SSID. Okay, so. Because there's going to be one router, right? Did I get that right? We're going to have this router here in this location and the router we're going to replace is in this location. That's going to get the SSID _find_3_ which will be connected to that device there. Oh. your good? Thank you. Let's go back to the SSID one. So all our SSID one is connected to our access point. That's going to have 40 MB of data and f.
33:00
Speaker 1
Oh, okay. Uh, agree. OK. It asks me a bunch of questions here and tell me to plug additional nodes into power near the router. Do I need to do that right now? Um, I've only got, I've only got the main node, um, plugged in here. Yeah.
34:00
Speaker 2
You know the router password is admin. Yes. Yes. Okay. Yes. Uh you can check under device list ma'am. Check it once you find the node if it will get this you know or lower than you know. And I have a question for the network. Yeah just click next for that. It's been done I guess I believe. Okay. Oh yeah, don't know. It's okay. You said you only have two node, right? You mean two links nodes or three links nodes in total?
34:00
Speaker 1
Right. Like I said, I had an, I had an extra node from when I, I got two nodes, two new nodes years ago, but I, I only used two. So would I need to, can I set it up later, or is this something I need to do right now? Okay. All right. Again, give me a couple seconds. I have to go downstairs and get, get the other, the other power cord.
35:00
Speaker 2
Okay. Okay. Okay. Okay. If you can do that later sir, on your own, I you can do it later. But if you want to do it right now with me on the phone, then that will be better.
35:00
Speaker 1
Okay, I'm back and I have the second cable plugged in. [silence] Hello. [silence] It's about three feet away from it. [silence] okay should I hit next now on the
37:00
Speaker 2
or scream like
37:00
Speaker 1
On the setup in the app. Okay. We'll make sure everything is finished starting up. Okay, the second node is now flashing Orange. It says wait until no, no light is solid. it's still flashing red well just repress it or uh press the
38:00
Speaker 2
Okay, what's the light indicator now? Okay, let's reset that node first, press and hold the reset button until the light turns off and turns solid blue. Press the reset button until the light turns off and turns solidly on the node that is flashing red.
39:00
Speaker 1
you yes so press the start button all right it's now just went through a couple of things it looks like the light is off now do I release the reset button okay uh... it's asking me to wait until the light is solid
40:00
Speaker 2
The one that you just plugged in, it's flashing red, right? Okay, so reset that. Yes, [silence] Yeah, so wait for the node light to turn solid purple. Right away, what does it say on the app?
40:00
Speaker 1
It says make sure everything is finished starting up. The light will blink when starting up and turn solid when it's ready, and it's got a thing to press that says Node. It is solid. It's kinda hard to tell. I mean, the node light is kinda dim, I'm not sure. But it's not flashing. I'm not sure if it's on or not. But, but it's blue, I think. Okay. Okay. They're okay. Just turn.
41:00
Speaker 2
for the parents for four gig it says another it says yes so you will have a you will get a Wi-Fi and that will provide three gigabit per device or the parents or the family plus you will have another you will have a wider coverage which allows them to okay uh just wait for the light indicator to turn solid purple you think we'll go back to the start the family family
41:00
Speaker 1
So, I'm pressing the Node Lite is solid bar at the bottom of the of the page. That says checking for internet. This could take a minute. Okay, it says the Linksos Cloud is temporarily unavailable. You'll need to, Okay, so show me how. It says show me how. I'm sorry?
42:00
Speaker 2
Okay. [silence] Yeah. [silence] So we're that's keep that one. What do you mean? Is there an option for you to skip the that um
42:00
Speaker 1
uh, no, it says the cloud is unavailable. You'll need to reconnect to your new Linksys Linksys router Wi-Fi to proceed with setup. And then at the bottom is a, to show I'm sorry, could you repeat that? Okay. Okay. Yes, I'm, I'm connected to build setup 2F6. [silence]
43:00
Speaker 2
okay please go back to the Wi-Fi settings of your phone and make sure that you're still connected to develop setup 2 F6. Go back to the Wi-Fi settings of your phone and make sure you're still connected to develop setup 2 F6. And we are right now on Wi-Fi. So if there will be update in the future, there is an update here on your M one Oda, then you will have to request time. So the technology will stay on Wi-Fi value.
43:00
Speaker 1
Okay. Same thing. says There's a bar at the bottom to press. It says, show me how. It says, you'll need [Hello?] All right. Use this password to co or uh it says um router password uses password to complete set up without an internet connection. Now, is this the password that I that I should use for instance [silence]
44:00
Speaker 2
Okay, go back to the Linksys app. Again, what does it say there? Is there an option to proceed from that or bypass that page? Okay, click on that then. [silence] Click on it. Okay. Is it asking for a router password? [silence]
44:00
Speaker 1
It's asking for the router password, is that the? Hm. It says it must have at least 10 characters. Up and lowercase. One number. One special character. Yeah, it says I have to create one. All right. Okay.
45:00
Speaker 2
Okay, type in admin. Oh, so technically it's asking you to create a router password, not asking you to enter one. Okay, so create a router password that fits to the requirements. Should be at least 10. [silence]
45:00
Speaker 1
Okay. Next. Oh, says my password can't have the same character twice in a row. I need to redo it, I guess. I'll do that now. [silence] Got it.
46:00
Speaker 2
Yes ma'am. Yes, ma'am. Yes, ma'am. Okay. Make sure that there is no the same character in a row. Sir. Like if there is thru E, or A, it will not accept, make sure it's not, uh, there is no same character. Yes. Yes.
46:00
Speaker 1
It's asking me to pick a Wi-Fi name. [silence]
48:00
Speaker 2
What was up Steve on their modem on the Huawei box? Every time there's an update sure the router is not anymore updating. The firmware is only the last one. So, that router will be left behind every time there's an update on the Huawei. That there is the router have a problem with Yes. Yes. Yes, they're changing Sure. Okay, so now it create a wifi name and password. Sure. Yes, Sure. As type some password even if they, Yes, Sure. Even if they don't uh change their modem Sure. There is an update Sure on the Huawei. They might not have don't do that, but they update uh works. Oh. Right.
48:00
Speaker 1
It's configuring my Wi-Fi network. Um, I'm going to send you the information using my email@gmail.com, which I never use. So I'm not, yes, it says, verify it's you. To continue, use your email account to verify it's you. Tap the button below to send a verification email and go to your Inbox. The problem is, I've got this Gmail account that I never use, so I'm not quite sure. It says, you can also create a password for your Samsung, no. It says, you can create a password for your Samsung account if you don't want to use email verification. Yes. [silence]
49:00
Speaker 2
That's okay. I don't understand you said yes. Okay, Josh. Things I have to make this inter net thank you for my prescription. That's thank you for my prescription. That's yeah. That's ready in the center. Okay. That's okay. There's no time okay. Is there an option for you to skip that sure? So, after you're created a Wi-Fi name and password, it drive to to that page.
50:00
Speaker 1
I'm just writing down this email address, because like I say, I never use it, so I'll try to get to that. Hold on. I'm not sure, it's asking me to search in email. I'm just making, have screwed my gear. I don't know.
51:00
Speaker 2
okay what does it say now can you go back to the previous page instead sir
51:00
Speaker 1
Um, Okay, I went to the Linksys app. Okay. [silence] Okay, it says, now let's connect to your new Wi-Fi. It says, Go to your phone's Settings app and select your new Wi-Fi [phone name] blah, blah. Once connected, return to this app and next below. [silence] So I guess I need to
52:00
Speaker 2
Yeah, re-connect to the Wi-Fi, go to the Wi-Fi settings of your phone and connect to your personalized Wi-Fi. Sorry. I don't know. [silence]
52:00
Speaker 1
Okay, I did that. I put in the password. Yes. Yes, it's when it's turning blue. Okay. And now it says, let's connect to your new Wi-Fi. Go to your phone settings app and select new Wi-Fi. I did. I did. It says once connected, return to this app and tap next. So I tapping next.
53:00
Speaker 2
Okay, you're in. You're here. Okay, go back to the links tab. Okay, click next now.
53:00
Speaker 1
it's looking for your child nodes keep your phone in the setup area this could take a minute see the bar at the bottom it's progressing [silence] Now it's adding the child node. [silence] It says it's adding the child node that it says it could take four to six minutes, but the bar is about halfway through at the bottom.
54:00
Speaker 2
Okay, what's the, uh what does it say now?
55:00
Speaker 1
Now it's about three quarters. The light indicator of the child node is it's flashing purple, I guess, orange, purple. The bar is almost at the end. And it's at the end.
56:00
Speaker 2
What's the light indicator of the child node? [silence] You know?
56:00
Speaker 1
Okay. Now it's changed to kind of a solid green. It says still says the same thing. this could take four to six minutes per child nodes. and now the light just went out on the child node. Screen says the same thing. Okay. it says your net your network router child node one. Next. Add more notes. nodes. So should I hit next?
58:00
Speaker 2
Okay, and what does it say on the app? Okay, so click next. So you can go ahead,
58:00
Speaker 1
okay all right yeah it's kind of yeah the child no no is kind of a solid like green I'm good to go and I thank you so much for your patience and I appreciate it okay but I hopefully we're set so again thank you so much
59:00
Speaker 2
Yes. And then you can go ahead and reallocate that node. That should be all set. Yeah. Okay. So that's good, sir. Uh, yeah. I believe that your network is back online now. I've, I guess that the other node is just, um, really defective that it's why you lose internet connection. So, um, do you have any concern for me now, sir? Are you good to go? Okay. You're welcome, sir. You're welcome, sir. I'm always happy to help. So if you have any concern, sir, regarding our system, feel free to call us back. Okay? So that we'll be able to help. Yes. You're welcome, sir. And I will not be taking so much of your time. Enjoy the rest of the day, and enjoy the Wi-Fi. Bye for now. Okay. Bye bye. [silence]
59:00