V2 Rubric Detail — c1653cb4-6b57-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:53
Duration
111m 12s
Contact
Greg Charles
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#TE00133962
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: PAID CONNECT: WHW03_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent opens with automated paid support pitch before any triage, effectively using payment as a gatekeeping mechanism, which violates the universal_paid_support_workflow.md that prohibits offering paid support before basic troubleshooting and warranty verification.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical0.62/5
Communication0.00/5
Ownership1.43/5
Escalation4.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent violated protocol by offering paid support before any triage or warranty check, conducted disorganized troubleshooting with technical inaccuracies, and failed to demonstrate ownership or empathy. Despite escalating, no resolution was achieved, and the customer was left with a non-functional device. The call constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer reported main mesh node solid red with no internet. Agent offered paid support prematurely, collected payment, and performed disorganized troubleshooting (resets, MAC clone, UI access) without resolution. Escalated to Level 2 with no callback time. Model/serial not captured.

Troubleshooting Steps
  • Offered paid support before triage or warranty verification
  • Collected payment without explaining scope
  • Instructed incorrect 5-press reset method ('press release')
  • Attempted Wi-Fi and Ethernet connection, observed 169.254.x.x IP
  • Rebooted ISP modem
  • Performed MAC clone using laptop MAC address
  • Accessed router UI at 192.168.1.1, created new SSID/password
  • Enabled MAC clone and applied settings
  • Repeated resets and re-pairing of child nodes
  • Switched Ethernet ports on router
  • Escalated to Level 2 without callback time
Key Observations
  • Paid support offered before any basic triage or warranty verification (protocol violation)
  • No device model or serial number collected, leading to ambiguous LED interpretation
  • Troubleshooting flow was chaotic with repeated resets, reboots, and unclear instructions
  • LED interpretation incorrect: solid red assumed offline, but varies by product family
  • Escalation to Level 2 occurred without setting a specific callback time
Positive Highlights
  • MAC clone procedure was technically correct for ISP MAC filtering
  • Escalation to Level 2 was appropriate after exhaustive troubleshooting failed
  • Agent acknowledged customer frustration implicitly by offering senior technician involvement
Agent Errors / Gaps
  • Offered paid support before performing basic triage or confirming warranty status
  • Did not verify warranty or collect model/serial number before proceeding
  • Collected payment without clearly explaining what the $15 fee covered
  • Provided incorrect 5-press reset instructions ('press release' instead of 'press 5 times in quick succession')
  • Gave ambiguous and incorrect LED interpretation without knowing product family
  • Failed to set a specific callback time after escalation
  • Repeated troubleshooting steps without learning or validating outcomes
  • Did not confirm customer could access router UI before instructing complex changes
  • Misguided MAC clone procedure applied without confirming root cause

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with main node still solid red and no resolution achieved; issue unresolved despite troubleshooting and escalation promise.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent performs multiple troubleshooting steps (power cycle, MAC clone, 5-press, resets), but sequence is disorganized and lacks clear diagnostic logic.
R3 Not Met Correct resolution path conf 96%
Paid support offered before any triage or warranty verification, violating universal_paid_support_workflow.md; no confirmation of warranty status at any point.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No coherent diagnostic process; jumps from paid support pitch to reset instructions without identifying root cause or gathering key info first.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent uses router web interface (192.168.1.1) and guides customer to check MAC address, but fails to leverage remote diagnostics or escalate earlier given complexity.
T3 Not Met No misinformation conf 93%
Instructs 5-press without confirming model compatibility; incorrectly states solid blue means online regardless of system; provides inconsistent MAC clone guidance.
Communication
C1 Not Met Clear & professional language conf 92%
Call begins with automated paid support script, lacks clear framing, has long silences, and no control during customer frustration; reactive rather than guided.
C2 Not Met Confirmed understanding conf 90%
Uses fragmented, jargon-heavy language; fails to confirm understanding; does not adapt explanations when customer expresses confusion or repeats questions.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Immediately pushes paid transaction instead of owning issue; escalates without full resolution attempt or documented handoff ownership.
O2 Partially Met Proactive follow-through conf 86%
Tells customer case will be escalated and offers callback 'in an hour or two' but sets no firm time or contact name, leaving timeline vague.
O3 Partially Met Closure confirmation conf 84%
References prior call about warranty but repeats basic questions; fails to summarize findings or ensure continuity in troubleshooting path.
Escalation Judgment
E1 Met Correct escalation decision conf 88%
After extensive failed troubleshooting, agent decides to escalate to level 2, which is appropriate given persistent solid red LED and connectivity failure.
E2 Partially Met Escalation prep & handoff conf 81%
Informs customer of escalation and callback, but provides minimal detail on symptoms, steps taken, or reason for escalation in the transcript.
Customer Experience
X1 Not Met Customer effort minimised conf 91%
Only acknowledgment of frustration is 'Thanks for staying on the line'; no sincere empathy, apology, or recognition of repeated effort.
X2 Not Met Tone & rapport conf 89%
Maintains rigid, procedural tone; ignores customer’s emotional state and confusion; fails to adjust pace or rephrase when comprehension breaks down.
X3 Not Met Overall experience conf 92%
Forces customer to repeat steps, endure long holds, and perform complex manual tasks without streamlining; high effort imposed unnecessarily.
Call Transcript154 turns · 163 lines
Speaker 1
Yeah.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be... If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com/.r/. Linksys. Thank you for calling Linksys. This is may. how can I help you? [silence]
00:00
Speaker 1
TEXT: Yeah. is. It's red. It's red. Solid red. It was $15, right?
01:00
Speaker 2
Regarding what device? Yeah. Regarding what device can you have the serial number? Uh-huh. It's on the sticker underneath. Uh-huh, okay. I was able to pull up an account. You called about an hour ago, and the previous technician already informed you about the warranty of your product. Um yeah. And she was, uh she sent you an email regarding the troubleshooting that you can try. Is it still solid red on top? What's the color? Uh Study or flashing? Uh-huh. Okay, that means it's still offline. Are you willing to proceed with the paid checkout option? if you
01:00
Speaker 1
Uh, if you want to make sure there's nothing wrong. You mean, before I go buy another one, I figured I spend $15 before I go spend several hundred dollars buying their system. Okay. Uh, Yep. Um,
02:00
Speaker 2
Uh uh. uh uh. uh uh. I see you want to give it a try. So, yeah, I'll just verify, you wanted to avail our PayConnect, um, option, which is $[REDACTED_PAYMENT_DIGITS], no extra charge, right? Okay. For that one, I need your credit card information, but to make sure that we don't take a record of it, I'll just have to pause this recording for the meantime. And if the transaction is successful, I'll just, you know, record it again. You have your card with you already? Okay. One second. Let me just pause the recording.
02:00
Speaker 1
4031-6320, I'm sorry, that was 6320. 7725-3325. November 386. You know, it's under Greg Chapman. C-H-A-T-T-M-A-N.
03:00
Speaker 2
Okay. Chapman. Pardon. Can you spell it again, please? C-H-A-P-E-L... H-U-M. Uh-huh. Okay. Thank you. [one second] All right, it was successful. So, let me just send you a copy of receipt. [silence] And...
04:00
Speaker 1
You don't you don't you don't have to. It already notified me to get a test message like not at the moment. I just had no they're all unplugged. I just have this one that I'm trying to be working with the one that was the main node. It flashed.
05:00
Speaker 2
I I'll send it to this e-mail, which is unfaced4sure@yahoo.com. Okay. All right, so let's proceed now. Uh, you got there six nodes in total. Are they all gathered in one area? Or not. Okay. That's fine. So the main node now is study red. Can you press the reset button underneath five times? So press release, press release, press release.
05:00
Speaker 1
It's red again. Yeah, it flashed red, but then it turned solid red again. No. I reset it. I reset it earlier when I was trying to figure out what was wrong with it. I held that button down, and it, it wiped all that stuff off of there. Mm-hmm. [silence] Uh-huh. [silence]
06:00
Speaker 2
it should flash red. Are you done pressing the reset button right away? Okay, So you'll finally check your Wi Fi list first. Can you still see your original Wi Fi name broadcasting? Not as well. Okay, got it. So, yep. Can you switch it off? There's a switch underneath your main node. Switch it off. Once done, I need you to unplug the modem as well. I will let you know when to plug it back on, okay?
06:00
Speaker 1
It's unplugged. I turned it on, but it takes a minute before it goes through his little process. Okay.
07:00
Speaker 2
Uh, exactly. We need to wait until it's fully Uber Eats before we turn on Linksys. I'll just wait here.
07:00
Speaker 1
The show is back online. I like the get out. then you just just to plug these stuff in. it just came on it worked. it uh, yes is right the one the port is right above the E reset button.
09:00
Speaker 2
Okay. Okay. Okay. We can turn on now the whenever the Ethernet cable is connected near the receipt button. [silence] [amanda speaking]
09:00
Speaker 1
What is the setup fee And then I clicked on the password.
12:00
Speaker 2
[silence]<inaudible>[silence].Is it solid blue or red? [silence].Uh huh. [silence].Uh huh. [silence].So, [silence].Uh huh. [silence].Uh huh. [silence].So, [silence].You want to check your Wi-Fi first, [silence].look for develop setup name list. [silence].Check your Wi-Fi connection, the Wi-Fi available. [silence].Uh huh. [silence].And [silence].select develop [silence].setup [silence].[inaudible] Wi-Fi name.
12:00
Speaker 1
I'm getting the password right now. It's asking for the password. Okay. I just typed in the password. Incorrect password. Yeah, that's where I got it from. I took a picture of it so I could refer to it.
13:00
Speaker 2
<start_of_audio> and you're connected to that wi-fi now, no internet? I guess so. Indeed, which is still on the main node. Okay, make sure you're getting it from this main node and you select the correct wi-fi name, [silence] which is indicated on the sticker underneath the seal.
13:00
Speaker 1
trust the gym. Okay, other tyme, Tward. Yes, yes, yes doesn't have to unplug the modum. I have to unplug the route. I have to untangle around and plug it in the computer.
14:00
Speaker 2
ry need sn
14:00
Speaker 1
house only has one port [silence] I can do that. I just thought you had both. I can't plug them both in at the same time.
15:00
Speaker 2
Indeed. That has only one. Ah, that's okay. Our goal now is to bypass the links for us to get the MAC address from your modem. And we will enable it on the router side. That's the time your links router can communicate again to your spectrum box. And to do that, is it possible for you to have that computer wired directly to the modem? You just need to unplug the Ethernet cable from our links and plug in instead your computer. Perfect. Okay. And no need, cuz what we just need is the MAC address from the modem. After it, we will reconnect everything back and we'll enable it on the router side. So that it will go.
15:00
Speaker 1
okay, it's plugged in, no, it's a mac computer. Uh-huh. this plugged in
16:00
Speaker 2
Go online. Just let me know once your laptop is all ready. Okay. And this is a Windows computer? Okay. There is no Apple icon on the upper left. Click that and go to System Preferences or sys something this starts with ss ss system settings and then go to network.
16:00
Speaker 1
OK. Where will you go to Nick? Uh-huh. I don't see that.
17:00
Speaker 2
K. Oh, you already clicked network. I thought we haven't. So just double click your Ethernet on the left side, on the next page. Can you see Ethernet? All right. Once done, on the right side, there should be a uh there should be advance option. Advance. Can you see advance? Um, how about... what are the options?
17:00
Speaker 1
i see the IP address subnet mask the IP address no, this one has one, six, nine IP addresses. Okay. i personally don't think that this is going to work.
18:00
Speaker 2
options that you can see there. Okay, details, or TCP/IP. Good. What's the address? Can you see the address like, 10.something? Yeah, the IP address. Oh, 169.254? That means it's offline. Can you try to visit any website first? Greg, just to see if your computer can go online. If not, we need to reboot the modem first.
18:00
Speaker 1
It's not going online. Reboot the modem? Okay it's unplugged.
19:00
Speaker 2
OK, I need you to revisit the modem. Just unplug it for at least 30 seconds before you turn it on. OK, I will let you know when to turn it on. You can turn on the modem now. All right. Once it's totally blew up, Greg, you can then check your laptop if it's online, okay? [silence]
19:00
Speaker 1
[silence] [silence] yeah it's back up. what the address that IP address stay the same. Yes. [silence] because it was working earlier but when we did it with I thought I'm trying to with the modem router not working. Yeah. All right. Okay.
22:00
Speaker 2
modem is still booting, perfect, okay, is, uh, it's still 169? Okay, So you did this, won, prior calling Greg, you check the connection from the modem. I See. Uh, probably Spectrum just need to resend the signal. Um, are they still open right now? I can call you back after maybe, uh, 10 minutes max. [silence]
22:00
Speaker 1
[silence] yeah, it's just so frustrating. Hold on, hold on. Hold on. Hold on, it just changed the address. It's got 67.11.128.182 Hmm. Not sure what I'm looking for. Hardware? Okay, that's the hardware. Um.
23:00
Speaker 2
All right, no worries. I'll call you maybe uh 10 minutes, you'll be done already. Mhm. Good. Okay, now we need to get the MAC address. Can you see the hardware? Or Mac address? That's going to be under hardware. Not under TCP/IP. Can you see hardware? It's a combination of numbers and letters. Perfect. Under hardware,
23:00
Speaker 1
Yes, I see it. The numbers seven eight 707878301. Yes. Okay. Done.
24:00
Speaker 2
would be Mac address.
24:00
Speaker 1
Yes. Okay. Let me find it. Where is it? Here it is. You know I gotta put that long password in there, huh? [silence]
25:00
Speaker 2
okay, using your computer, still Mac computer, connect it wirelessly. connect it to the developed setup name. we'll access the setting using that computer Greg... [silence]
25:00
Speaker 1
I put a wrong password. I meant I said put a zero, I put an oh. Let me try again. [silence] Well, it's connected. It says it's connected. [silence]
26:00
Speaker 2
[silence] Let me know once it's connected. Uh huh. Okay, you can now open Safari or Amy browser.
26:00
Speaker 1
Okay, I got firefox open. Hold on a second. one nine two two, wait, give it give me the whole address again. I missed you out of it. Okay. Eight, five, because you gave me a warning.
27:00
Speaker 2
Okay. And on your address bar, type the numbers: 192, 168.1.1, [silence] now press enter. Uh, that 168. Uh, sure. It's 192.168.1.1. Okay. Click on advanced, the highlighted option below. [silence]
27:00
Speaker 1
continue continue Oh, okay. This connection is not private. Okay, I did that OK, sign in. Sign in. Internet connection is down.
28:00
Speaker 2
Hello. Okay, hit advance or show details and visit this website. What page is that? Okay, admin, all small letters, A-D-M-I-N. [silence]
28:00
Speaker 1
Okay. Give me a device list. Guest access. Parent controller. Okay. Okay. Okay. Okay. Then put that, that number.
29:00
Speaker 2
And then if it asks you to create a new password, then make anyone. Good. All right, you can click connectivity on the left side. Under router settings. Connectivity. And then you can click there internet settings. And there's a Mac clone on the lower right side. Enable the box for Mac clone. And manually entry this. Yeah, this Mac
29:00
Speaker 1
I got it. The same number I gave you. Yeah. Okay. I'm doing it right now. I took a picture of it. My memory ain't that good. [silence] I would have never figured this crap out. [silence] Okay. I clicked on apply. Okay.
30:00
Speaker 2
you ready for the first box okay yes seven eight seven B seven eight okay that's that's a good idea yeah this is too um um tactical mm-hmm there's a warning message you see it okay [silence]
30:00
Speaker 1
I did all that. It came back up to the connectivity page. OK. Uh-huh. Yes. Yes. I feel red. Yes. Is the device-- maybe it's a little slow. Yes.
31:00
Speaker 2
all right, so just click on OK under that tab. And on the main dashboard, there's white boxes, the first box is network status. Is it showing connected? Two green check marks. Perfect. Your main node should be solid blue by now check it out. But the network status shows connected on the computer. Okay, let's just wait then. Right. So two green check marks, device to the internet, good. So we'll just wait for this main one then. As of now, Greg, that's the only node,
31:00
Speaker 1
No, they're not. Have no, the only one that's in these locations unplugged. The other one, there's on the other side of the house. Do I need, do I need to unplug those? It's red still. Well, I have to, I don't think that one, I just turned all the rest of them off and tried to get this one working.
32:00
Speaker 2
the rest are not there on that location. Okay. It's almost a minute. That node should be blue now. Can you check the main node first if it's solid blue this time? Okay. So while we're waiting for that one to turn to blue, yeah, you need to gather all those five extender, is and they all should be powered on right beside this main node within five feet. The reason why is for us to connect all five at the same time, all will be online. If you have enough power outlet
32:00
Speaker 1
I don't have to. I don't have to. [silence] Okay. [silence]
33:00
Speaker 2
Right. We can do it. Mm-hmm. Just take your time. I'll just stay online. If ever it will be disconnected, I'll call you back, okay?
33:00
Speaker 1
[silence] This is a thumbs up. It's a little buffed. With me. [silence] You still there, ma'am? Okay. get all unplugged. Yes.
34:00
Speaker 2
[" (silence) "]
34:00
Speaker 1
Yes. Yes. Is that OK? Yes. I don't see that. I don't see it. device. device underneath the white box as you say,
35:00
Speaker 2
Okay. can you check your laptop if it can search online connected? oh, I forgot. maybe it's saying red because you haven't configured it yet. um, you still have links page? Okay, good. this time I'll just click on uh, your, since you're still on the main dashboard, look for capital C A. that's located on the very bottom part right side. it's really small. capital C A. there's end user license, privacy statement, Clayton and C A. below those white boxes on the lower right side. C A. you found it? Um, I see. And no. it's below it. below those white box
35:00
Speaker 1
I see that, I see those. I don't see, I don't see, it says, end-user
36:00
Speaker 2
There's on the lower right side, bottom part. There's highlighted text there, really small and End User’s license privacy statement all one one in one line and user’s license privacy statement OK. On the very bottom part. Okay, good. Just click the CA. Oh, mm-hmm. Okay. Does it end with remote management? That's it only. I see. Go back to connectivity instead and the sub tab there. Can you see right beside administer? I
36:00
Speaker 1
yes yes okay yes yes yes create a wifi name and password let's see we got here okay click supply right here
37:00
Speaker 2
Good. Click that. Can you see two empty boxes? Uh, SSID and password. Okay. SSID there, Greg, will be for your Wi-Fi name and below that is your Wi-Fi password, okay? Great. One now. Uh, your Wi-Fi name and your Wi-Fi password. Mhm. Mhm. Uh, Wi-Fi name is password.
37:00
Speaker 1
All right, set up Node. Okay, route not found, you are not connected to your ride. On my computer. Hmm. Okay. Um[silence]
38:00
Speaker 2
I it should be set up no right below the password click set up. No. Yeah remember that Wi-Fi password okay you'll use that one later all right just click set up no and okay for the pop-up message you will see a router not found after okay all you need to do Greg is to reconnect to the Wi-Fi you created to check your Wi-Fi list list that should be available. connect your Mac laptop to the new Wi-Fi. Awesome. Now you need to turn on your child nodes now. Do you have power strip? There's none. Sure.
38:00
Speaker 1
Okay, man, you still there? Okay, I got them all. The main one is green is blue now green whatever color it is. I got the other ones plugged in right next to it. Okay, one of the, um, the child note just turned green. Also. Two of them is green. Yes. Yes. We got, we got, we got three of them, that's, you know, green.
46:00
Speaker 2
Okay, so you can turn on all five extenders. Your main node Greg is solid blue now, right? Good. So, yeah, you can turn on the nodes. Those nodes that you can afford to turn on. I know uh you have a limited plugs there. But make sure they're all within five feet, okay? For it to connect.
47:00
Speaker 1
Okay. Even, even though they're blue. No, they're not flashing. They're solid, they're solid color. No, they're solid. None of them blinking. The only one
49:00
Speaker 2
so those nodes that are already turned on, you can press its reset button, except for the main note, okay, just for those extender. Press and hold the reset button and only let go and the light goes off on top. You can do it one at a time. We need to reset those extenders so that it will be added to the main node back because the main node. So reset each of it. Press and hold. Solid blue not flashing. Supposedly Greg, when you turn it on, it will light up blue yes, but then it should blink blue after.
49:00
Speaker 1
Transcribed Audio:
50:00
Speaker 2
Okay. Yeah, we need to reset it still in order to make sure it will, uh, fully connect to the main node. There's chances though they're, uh, showing a solid blue light, but it may turn to red any time. So you need to press and hold the reset button for those extenders only. Okay. And after blinking blue it will turn to purple, solid purple.
50:00
Speaker 1
[silence]
51:00
Speaker 2
It's purple. What's the color? Okay, good. Now, um, you can go back to the main node and press again, the reset button five times. Press release, press release, press release on the main node only.
51:00
Speaker 1
It's flashing orange. The main node now is green.
53:00
Speaker 2
You need to use the main node or that of the Extender. [silence] OK. [silence] Those nearby extenders should start flashing one by one.
53:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, yeah, I'll start your flash. We got three of them blinking, but two of them are not, three blinking, three are not blinking. Okay. Four. Mm-hmm. I'm just going to say this, there's five of them blinking now. Okay. Okay. When now when they after this,
54:00
Speaker 2
um, just to verify, Greg, your, um, go ahead. Okay. So, it will just take 30 minutes max before it will turn to steady blue. If you want to drink water or coffee, feel free to, um, do it for the meantime, Greg. I guess it will take four minutes max for it to all pin up.
54:00
Speaker 1
That would be the final that would be it or is something else we have to do? So all this is because we couldn't find the Mac address. Yes
55:00
Speaker 2
That's actually it. Since we're done changing the name, once it turns to solid blue, all you need to do is to relocate all the expanders back to their locations. Just power it on. It will just reboot again, but it'll go back to solid blue. Yeah, that's what, actually, that's the last troubleshooting that can be done since the reboot did not work. The five press did not work. So, we need to do map clone. Like the computer needs to be recognized first by the modem online. And we just copy the Mac address of the computer so that once the Linksys is connected back to the modem, modem will think that it's still the Mac computer wired to it. Seems we copied its Mac address.
55:00
Speaker 1
Well, and I bought the thing. I didn't have to do all this. Yeah. Yeah. When I tried to connected it online, it connected earlier. right now it's going through a little setup process but like you said it'll take about four minutes. Okay. Okay. and I'll sit here and wait for them. Why don't I just turn blue?
56:00
Speaker 2
Yeah. It's just that, there are really times that we need to do this troubleshooting. Supposedly, it should already recognize the internet available from the modem. [silence]
56:00
Speaker 1
They're changing colors, but they always have been going back to the red.
58:00
Speaker 2
timer is almost up. Is it still blinking? Uh-huh. And it will lead up blue after both steadily.
58:00
Speaker 1
All right, red, except the main one is blinking red. Everything, all the other ones are solid, red the main one is blinking red. Yes. No no, none of them. Well, they keep they go to blue, then they start back blinking red. Yes, it's blinking red and the other's solid red.
59:00
Speaker 2
mmm still blinking ok the Ethernet cable is still connected to the main node right? okay but earlier the main node is already solid blue right? and then the child nodes after or it's blinking red the whole time okay uh the main node right now word to the modem that's also blinking red okay got it so just disconnect the e
59:00
Speaker 1
case
60:00
Speaker 2
Ethernet cable, [silence] and then [silence] put it back in on the port near the reset button. [silence] 10, 9, 8, 7, 6, 5, 4, 3, 2, 1. [silence] How is it? [silence] Is it still blinking? [silence] Okay. [silence] We'll just wait for one minute this time. [silence] One more minute. [silence] Child nodes will really blink red since the main node is blinking. [silence] They're all blinking.
60:00
Speaker 1
[silence]
61:00
Speaker 2
Uh-huh. mm-hmm Mm-hmm Okay One minute is done The parent note is still flashing. Okay So um can you switch it off instead Greg? Just using the switch still underneath of um the main node only. Just the main node switch it off only the main node. Okay, turn on now. Just your main node. And it will just reboot. I'll be right back, Greg. I'll just going to put this on hold for minutes, Max. I'll just ask my senior technician, okay? Just in case it will continue the flash writing. Thank you. [silence]
61:00
Speaker 1
it's still flashing red, but two of the, um, child nodes turned blue. yes I think I see something that's wrong.
66:00
Speaker 2
Hi, Greg. Thank you so much for staying on the line. How has it? [silence] Okay. Um just to make sure the ethernet cable on the main node, it's still wired directly to the port near the reset button, right? Okay.
66:00
Speaker 1
I noticed that when I clicked on the Wi-Fi thing on my computer, the, it's got that default, you know, we had changed it to my, yeah, the default name of the parent back on there. That's what it's connected to. I don't see the one I created. Yes. No.
67:00
Speaker 2
Aha A name of the parent? Oh, I think the main node got to reset. Earlier, when you did the five press it, right, it was not being held for more than okay. Yeah, that's what also I'm thinking. This node was back to default. The reason why it keeps on flashing red. Um yeah. Here's what you need to do instead. Press and hold the reset button in the main node. Just keep holding it until the light goes off. On top, let go after.
67:00
Speaker 1
Yeah. You want to totally restart again? On all of them? [silence]
68:00
Speaker 2
Thank you. So all the notes please up, press and hold the reset button and let go when the light is off on top. Yes. [silence] All right. And, we'll be back.
68:00
Speaker 1
we're resetting. Okay. [silence]
70:00
Speaker 2
Thank you. Here's what will gonna happen next. We'll wait for all the nodes to have a purple or solid pink light on top, which means they're all ready to be set up. And all we need to do after is to press the reset button on the main node five times. All nodes should pair up within 30 minutes. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
70:00
Speaker 1
It's still red.
72:00
Speaker 2
What's the light status on the main note? Ah, steady red, right? Okay, that's already good. That's already back on default, uh, mode. How about the extender? Okay, good. Uh, yeah, this time, kindly press the parent node reset button only five times within five seconds. They're all blinking red. Okay, that's good.
72:00
Speaker 1
Oh, this is a pain in the butt. They were blue at first, they lost one of you, you said they never came back to... they never they never came back up. So
75:00
Speaker 2
supposedly it should be done within four minutes. The main node is still blinking red. OK. Connect your laptop to the fill up set up. Or, the main node. Connect your fill up top to develop set up Wi-Fi name.
75:00
Speaker 1
Well, it's connected.
77:00
Speaker 2
develop set up Wi-Fi yes the main mode is it connected no internet all right it just says connected yes please 192.168 that website correct [silence]
77:00
Speaker 1
OK.
78:00
Speaker 2
Your backlog in what's the network status? Is it no internet or connected? Okay, let's do MacClone again. That's still under connectivity, and then internet settings. Under internet settings, still check the box MacClone,
78:00
Speaker 1
You got the exclamation mark. Yes. Yes. Everything's to your right. Well it's correct. Yeah, yeah, only the main note, plugged in with an e- internet port, so
80:00
Speaker 2
Did you input the Mac numbers manually, 7, 8, 7, B. [ silence]You did. [ silence] Okay. [ silence] Just wait for a while. [ silence] The main node remains solid red. [ silence] Okay. [ silence] And it's already under Mac clone. [ silence] The child nodes are they all blinking red, or steady red? [ silence] That's kind of weird. Um only the main node is plugged in straight to the modem, right? [ silence] The rest are just plug in wirelessly. [ silence] Okay. [ silence] Alright. [ silence] One last thing that we need to do, Greg, is to do a boot.
80:00
Speaker 1
[silence] [silence] Could you repeat what you said please? [silence] Okay. Okay. But the uh it's plugged into the the main no thrug tonight to the computer not the modem. [silence] It's all switched off.
81:00
Speaker 2
Rootup. Is it sequence? You just need to turn off again the parent node and then plug the modem. I will let you know, Ceehl when to turn it on. Ah, ya. Please switch off your main links and then unplug the modem from the outlet. Modem should be still wired directly to the main node. The Ethernet cable, it should still be connected. All you need to do is to reboot the modem by unplugging it and link should be switched off. [silence] Okay. No lights anymore for both the Linksys and then the modem, right? Okay. Fine. Nine, eight, seven, six, five, four, three, two, one. turning back on now. Just the modem still. And same thing, we'll wait until it's fully rebooted before we turn on Linksys. Main node is blinking, red, right now. Okay.
81:00
Speaker 1
People are still struggling with it. Time. Yes, it's a pain. I can't [silence]
86:00
Speaker 2
Reconnect your laptop to the Linksys Wi-Fi name. Main nodes deal Check the status on your laptop if it's showing connected a
86:00
Speaker 1
Thanks for that. main node and it. I wish I'm not connecting. simply… log me out. Okay, continue.
87:00
Speaker 2
and check the network status if it has two green check marks now. [silence]
87:00
Speaker 1
Got a one green check mark and one red dot with an explosion. still has that Mac address calling in there.
88:00
Speaker 2
What's the NRC status? Okay, you can go back to connectivity tab now. Go back to connectivity and then internet settings. Which is 78, 7B - 0 (-) - 7A - 1 - B - 0 - 1 (-). Did that change? Okay, uncheck the box. Just uncheck the box and then click apply after.
88:00
Speaker 1
OK. You'll had that address in there. Let's see. It's grayed out now. Leave it at zeros. Yeah.
89:00
Speaker 2
uh, it should be, uh, uh, grayed out. Uh, is it grayed out now, or under the map clone? Okay, good. Just click on okay, and please check again if the first white box, if it's showing connected, or still one check mark. Mm-hmm. Like under the- just leave it zero, supposedly, it should be zeros for now. Once it's unchecked.
89:00
Speaker 1
No internet connection. Activity.
90:00
Speaker 2
It's fine, you don't have to delete it manually. Once it's unchecked, like not enabled, mm-hmm, and then just click on OK under Connectivity. And go to troubleshooting instead, troubleshooting tab. OK. Yeah. [silence]
90:00
Speaker 1
this protocol of each is named. That
91:00
Speaker 2
and scroll way down to the very bottom part. And check where's the X mark is under if it's under internet or port one. Um the X mark. There should be a port status there. Can you see it port status. Um are you under report status to report just scroll down on the very bottom part. The port status the X mark. Make sure it's under internet. Is it under
91:00
Speaker 1
and then another has the one uh this is one gigabyte one gbps uh is there x underneath that one is number one port what you mean the second port on the modem on the router yeah yeah there's only one port on the modem uh i just did
92:00
Speaker 2
gbps where's the x mark under one gbps internet port or number one oh okay switch the cable or the ethernet cable on the parent node transfer to the second port the ethernet cable there's two ports on your not on the modem but on the router on the linksys router yeah on the linksy inset transfer to the other port is it blinking red now
92:00
Speaker 1
[silence] It's a solid Red. Everything's solid red. It's the same. Uh huh. No internet. We had it working.
93:00
Speaker 2
Okay. now, do it again. okay, did the change. just click on okay under troubleshooting. and then check the main dashboard again, if it's still shows no internet. Okay, go back to Connectivity. Exactly. It it went to blinking red the time.
93:00
Speaker 1
[silence] Uh-huh. Okay. All right. Let me put up my picture. Okay, here we go. Seven, eight, seven, B, A. apply. Your row is applying changes.
94:00
Speaker 2
Go back to Connectivity and then try again to enable back back the MAC clone. Same numbers. Stick the box again. Mhm.
94:00
Speaker 1
No low internet. Yes. Okay. Okay. Okay, done. Everything's all it red.
95:00
Speaker 2
okay. and the main node remains solid red. okay, now put back the Ethernet cable on the port near the reset button on the main node. still near the reset button. it did not flash still. staying solid red. okay. let's **change one more setting** on the link's dashboard. go back to it.
95:00
Speaker 1
Okay. Okay. Did we have to do that? Do we need to do that CA thing again that you We had me do the first time? I do see it now. Okay. Okay, that's where I create my own right there right?
96:00
Speaker 2
If you're still under connectivity, just click on OK. And go back to troubleshooting and diagnostics again. Can you see CA on the lower right side? Okay, click on CA. And once done, go to connectivity tab instead. And go to CA router setup. Mhm.
96:00
Speaker 1
Okay, with the same password in there. [silence] We are not found. [silence] No.
97:00
Speaker 2
Okay. That means the settings has been successfully applied and your main node is it blinking red right now?
97:00
Speaker 1
This is a pain in the butt, [inaudible] turned turned turned Re-connect computer to the node or to the? [silence] They don't see it.
98:00
Speaker 2
Did you get, say threat? Oh, okay. Yes, possibly. This may mean that this name node is no longer good to be apparent, so we need to replace it with false extenders. But we'll see. Can you go back to the dashboard? Reconnector your computer for a second. the Wi-Fi name you created to the new Wi-Fi you set up. Remember you change the name? So we need to reconnect to the new Wi-Fi name. Can you see it on the Wi-Fi lists?
98:00
Speaker 1
Yes, I do see it. I see it. [silence] Okay, let me put the password in. [silence] It says it's connected to it. [silence] Flashing red right now. [silence] I guess, as we did that, I guess it didn't like that. [silence]
99:00
Speaker 2
Okay, Bear back to it. Good, and the main node remains solid blue. If it's blinking red, that means there's something wrong with the physical connection. Probably it really belongs to the other port later on. Can you go back to the Linksys dashboard... and then... check again the network status, if it's showing... [silence]
99:00
Speaker 1
Come on, come on. Very, very. Go through. You want, I. Oh, it's still. Plugging to the. Computer. Oh. Yo.
100:00
Speaker 2
[silence] Okay. [silence] And if the main node is still blinking red up until now, [silence] try to connect again, [silence] or make sure on the modem side, it's properly connected. [silence] It's not [silence] loosely [silence] plugged in. [silence] Your computer is still wired to the modem. [silence] Uh, [silence] connect your modem back to Linksys internet port which is the port near the Watt button. [silence]
100:00
Speaker 1
what a pain what a pain what a pain correct yeah yeah i know we had plugged it into the computer we just switched it back [silence] yes sir
101:00
Speaker 2
Aggregate the whole time your computer was wired still to the modem, not to lenses. Main nodo, that's why it keeps on flashing red. Flashing red indicates it cannot detect physical connection from the modem. So. Yeah, I just connect it always to the port near the. Reset button on the link says me now. Is it static or are you?
101:00
Speaker 1
It's steady red but it's showing that you connected to the network that I created. Okay, yeah, let me close it and start over.
102:00
Speaker 2
yeah right now he uh the computer should be only wirelessly connected on Linksys modem should be always wired on the internet port of the Linksys router now since uh both are already connected you should be able to reaccess the Link wisepage if it still keeps on loading you can open a new tab instead and type those numbers in 192.168 that one rate that 1.1
102:00
Speaker 1
[silence]
103:00
Speaker 2
Just let me know if you went and 192, but if the page is still just loading. Uh huh. It will not really work if ever link says it's blinking red. Is it blinking red or just steady red? [silence]
103:00
Speaker 1
steady Red. Everything, I'll, I'll stick something with the Steady Red. Okay. Okay. Thank you.
104:00
Speaker 2
okay I'll just ask permission one more time to our level 2 tact rag if this is all already eligible for escalation uh right now since your main node uh is still study red just leave the ethernet cable connected to the modem and to the Linksys. I need you to do one last time uh turn off the Linksys and then plug the modem. Still wait for 30 seconds only before you turn on the modem. And same thing wait for it to totally reboot before you turn on the Linksys main node. Okay, while I put you on hold. Thank you. I'll be right back.
104:00
Speaker 1
nothing changed yet.
109:00
Speaker 2
Thanks for staying on the line, Greg. How is it? Is it still a solid red? Okay.
109:00
Speaker 1
Okay. Everything, everything, yep, sure is.
110:00
Speaker 2
Uh, will you be available after an hour or two, this case will be escalated to our level two tech already. Um, but if you want a callback tomorrow, we can also do that for you. I'd just let me know for your preferred time, Greg. I'll indicate it here so that our level two tech will know. [silence] tonight. Okay. Just in case you miss their callback, they will going to leave you a message voicemail and email through your email, okay? As of now, just leave everything connected there so that they can troubleshoot it all at once. [silence] So main node right now, is it still steady red? Okay. All right. Uh, just don't, uh, change any settings so that the documentations they have here will coincide, uh, later on once our, uh, level two tech will check the device, okay?
110:00
Speaker 1
Okay. Thank you. Thank you for your time. Bye bye.
111:00
Speaker 2
All right. Thank you as well, Greg, for your time. Uh, you take, uh, rest for the meantime. Bye-bye. [silence]
111:00