V2 Rubric Detail — c1958130-7bec-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 23:20
Duration
83m 47s
Contact
Jeff Adise
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Albert Dominic Roa
HappyFox Case
#PR00136115
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LED keeps blinking blue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall11.5% (-10.5)

V2 Grader Summary

The agent failed to resolve the issue, leaving the customer with a non-functional network. A critical technical error occurred when the agent claimed a 'solid green' light indicated a healthy connection for the WHW03 model, which is contradicted by the Intelligent Mesh LED reference (where Blue is the only healthy state). No diagnostic tools were utilized, and call control was poor.

V1 Case Analysis

Customer (Jeff) reported WHW03 mesh nodes blinking red and unable to access router UI. Agent provided incorrect URL (myrouter.info), misinterpreted LED colors (green/magenta), and failed to collect model/serial/warranty. Multiple resets, 5-press attempts, and UI login attempts failed. Call escalated to supervisor after 80+ minutes with no resolution.

Troubleshooting Steps
  • Factory reset of child nodes (reset button hold)
  • Instructed 5-press reset on parent node
  • Attempted router UI login via http://myrouter.info (incorrect URL)
  • Guided password entry attempts
  • Suggested disconnecting Ethernet cable and using incognito browser
  • Attempted wired backhaul setup
  • Power cycled multiple nodes
Key Observations
  • Agent provided incorrect web UI URL for WHW03 (myrouter.info instead of myrouter.local or 192.168.1.1) — [16:00]
  • Agent incorrectly stated that green and magenta are valid LED colors for WHW03 (KB confirms only purple, blue, white, yellow, red) — [46:00]
  • No model, serial number, or warranty information was collected — critical protocol failure
  • Repeated loops, long silences, and hold periods without progress — [13:00, 66:00]
  • No confirmation that any step resolved the issue; call ended with escalation after 80+ minutes
  • Agent suggested 10.12.1.1 as router IP, which is incorrect — [14:00]
  • Agent did not guide proper password recovery or reset procedure despite multiple failed login attempts
Positive Highlights
  • Agent apologized repeatedly and showed patience — [13:00, 62:00]
  • Attempted multiple troubleshooting methods (reset, 5-press, UI access) — [01:00, 03:00]
  • Escalated to a supervisor when unable to resolve — [66:00]
Agent Errors / Gaps
  • Provided wrong web UI address for Velop WHW03 (myrouter.info instead of myrouter.local or 192.168.1.1) — [16:00]
  • Incorrect LED color interpretations (claimed green and magenta are valid for WHW03; KB confirms only purple, blue, white, yellow, red) — [46:00]
  • Failed to collect model, serial number, and warranty status at start — [00:00]
  • Suggested invalid router IP address 10.12.1.1 instead of 192.168.1.1 — [14:00]
  • Did not guide customer through proper password recovery or reset procedure despite multiple failed login attempts
  • Repeated instructions without confirming outcomes, leading to inefficient handling — [03:00, 28:00]
  • Suggested disconnecting WAN cable to access router UI, which is unnecessary and misleading

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states 'the whole network is down' and all nodes remain flashing red; no stable connection achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, 5-press, password attempts, and UI navigation, but steps were repetitive and lacked logical progression to isolate root cause.
R3 Not Met Correct resolution path conf 90%
Agent never determined warranty status, offered no RMA or limitation explanation, and persisted with ad-hoc fixes without a proper resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking red on child node as symptom and tried resets/re-pairing, but did not ask key diagnostic questions (model confirmation, ISP status, signal strength).
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any diagnostic tools (WiMan signal check, remote session, firmware version) and relied solely on verbal instructions despite prolonged failure.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated 'solid green means online for WHW03' — per KB, WHW03 only uses purple, blue, white, yellow, red; green is not a valid LED state.
Communication
C1 Not Met Clear & professional language conf 93%
Multiple unexplained silences, repeated holds, and loss of direction (e.g., 'I'm sorry, you're still flashing red...') show poor call control.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent terminology (parent node, master, current node), failed to confirm understanding, and did not adapt to customer's frustration or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent repeatedly put customer on hold, cycled through same steps, and failed to maintain ownership by escalating only after 80 minutes with no resolution.
O2 Not Met Proactive follow-through conf 95%
No defined timeline or endpoint for 'waiting' was given; agent said 'it takes time' repeatedly without setting expectations for success or failure.
O3 Not Applicable Closure confirmation conf 100%
No evidence of prior contact or case history; appears to be first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 88%
Agent placed call on extended hold to consult supervisor without documenting trigger or attempting known escalation paths like 5-press for diagnostics.
E2 Not Applicable Escalation prep & handoff conf 100%
No formal escalation occurred; the hold was internal and not executed as a documented handoff with details or customer notification.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized multiple times and acknowledged patience, showing basic empathy, but failed to address escalating frustration with meaningful reassurance or action.
X2 Not Met Tone & rapport conf 95%
Agent repeated same instructions despite customer confusion and disengagement, failed to adjust pace, and did not check comprehension during critical steps.
X3 Not Met Overall experience conf 97%
Customer repeated model info, password attempts, and reset steps multiple times; agent caused unnecessary effort by not capturing or using information already provided.
Call Transcript85 turns · 100 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. Good evening. This is Eppy from linksys, I'm calling for Jeff and DC. Yes sir. Okay. Umm, I don't know why it uh yeah, this keeps on disconnecting. I just rebooted my system, actually. It's blinking red. But the parent node, the main one, um it's solid blue, right? What about the uh uh the second child node? Is it
00:00
Speaker 2
Speaking oh doggy. I don't know. I'm sorry. Well, I can tell you that this first child node is still blinking red. Yeah. Yes. Um I'm waiting. Um I have someone bringing me a strip so I can plug all five in. If you need them within five
00:00
Speaker 1
Mm-hmm. Okay. Yeah, it seems that it's not communicating with with the with the new parent node. So, we'll just have to reset that child node to factory defaults. Can we press and hold the uh reset button for 20 s? [silence]
01:00
Speaker 2
<start_of_audio>a, fines electrical strip, so I can plug all five in. But this one that's blinking red has been the most reliable this was my parent node before.
01:00
Speaker 1
Okay, and we'll wait for, yes, we'll wait for the uh, for the light to turn solid.
02:00
Speaker 2
Okay. Now it's flashing blue, blue
02:00
Speaker 1
All right so is it now solid? okay. it's solid purple. okay All right sir so can we go to the parent node. and then press the reset button five times. it should be the reset button. yes small button. press it five times. [silence] All right so is it now solid? okay. it's solid purple. okay All right sir so can we go to the parent node. and then press the reset button five times. it should be the reset button. yes the small button. press it five times. check if there's any changes on the child node the child node is not even blinking when you uh... do the right press Okay, can we just [silence] You are allowed to speak only. You're going to listen only [silence]
03:00
Speaker 2
Okay. Now it's red. Is there any changes? Now it's solid blue. So now the parent node is solid blue, the child node is magenta. No. Say this again.
04:00
Speaker 1
close go to the user interface.
05:00
Speaker 2
I'll do it on second now that the parent mode is gone now to white and blinking. still solid magenta.
05:00
Speaker 1
No, it's, no, the settings are still there for the parent node. What about the child node? Can we go to your computer? You still have the Linksys smart wi-fi tools open, right?
06:00
Speaker 2
Did I lose all the settings that I put in before? [silence] Okay. It's still flashing white. [silence] Child node is still solid magenta. [silence] Yeah. Okay. I do.
06:00
Speaker 1
I'm sorry. It's asking for password. Ah yes, it's the router password. Yes.
07:00
Speaker 2
But right now it's checking for internet. Let's see. Welcome. Enter routers password. And that's the new password I put in there, right? Is that correct? Yes, when I go to the internet says, welcome. Enter routers password to proceed. The one I put in. It says invalid. Let's try again. No, it's telling me it's invalid. I use the password that's [silence] . It says invalid. [silence] that's on the router? Yes. OK.
07:00
Speaker 1
[silence] Hello. Hello, sir. Yes, hi, thank you so much for patiently waiting. I apologize for the hold. I just need to reboot my system again because there was a problem. Okay, so, were you able to log in? That's actually the router password. Remember,
13:00
Speaker 2
yes well so I'm hooked connected to internet I go back in it's asking me for my routers password to proceed I the password that I I made before I've had for 20 years so I know what it is that doesn't work the or password at the bottom of the of the node that doesn't work.
13:00
Speaker 1
when we reset the password, it's asking for the recovery key. And it... didn't take it, okay. Can we just uh reset the password instead? [silence] 10.12.1.1. Yes.
14:00
Speaker 2
Yeah, that's correct. yes, Correct and and that's the same password I put in I've had this password for 20 years and it's not working. It's not even giving me an option. it's welcome to do a test with. let me go back out of this whole thing and should where should I go 10.1 1 okay [silence]
14:00
Speaker 1
Yeah it doesn't have. Can we try your Wi-Fi password? And that didn't take it. What about the Wi-Fi password on the parent node?
15:00
Speaker 2
checking for internet. First, it, it, it goes past the blue screen that I had before. It says checking for internet, internet connected. Welcome. Enter your router's password to proceed. There's no reset. Nope, no reset. I did. I use that as my my router password. Nope. That's what I use, too. Didn't take that either.
15:00
Speaker 1
what if um can we try my router.info on the address bar? Just try to open up a new window. um, say um getting the same uh error earlier okay can we open up a new browser? Uh are you using a uh Google Chrome right now or? um [silence]
16:00
Speaker 2
[KEEP_UNCERTAIN] Sure. Firefox says "trying to reach [silence] reaches this page due to one of the reasons: your current device is not connected to your router's network." Your VPN is enabled. You have a custom DNS. I don't have any one of those things. Yeah.
16:00
Speaker 1
if you click on these three dots at, uh, on top, on the top right, just click on new incognito window, we'll just use the incognito, and go to HTTP yes, HTTP colon slash slash 10.12.1.1
17:00
Speaker 2
uh, yes, I can, yeah, okay, and then put 12 dots back to that same window and incognito checking for internet. You know what? No, wait a second. I'm going to turn off my Wi-Fi and here. Let me try that again. Internet connected welcome enter router's password to proceed. Let me try it again. That doesn't work. I will try I will try the password at the bottom this router. This is this is insane. Nope, neither one works.
17:00
Speaker 1
and you don't have the option to reset the password, right? How about this sir? Can we try to disconnect the modem, the Optum modem from the parent node, okay? We'll bypass the. Yes. disconnect the Ethernet cable from the back of your Linksys, the parent node. So that would be from the WAN, okay? And go back to your computer. Try again, go to 10.12.1.1. Just refresh it. [ silence ]
19:00
Speaker 2
Nope. I do not. [silence] So disconnect the this. [silence] So you want me to disconnect the Ethernet cable. [silence] Correct? Okay. Yes, I've done that. Yes, I've done that. [silence] Well, I won't have any Internet.
19:00
Speaker 1
hello. It's okay, it's okay. We can, we can still access it without internet. Try my router dot info. Let's see if you can access that. Your computer is still plugged in to the parent node, right? Log in to router.
20:00
Speaker 2
the site doesn't support it. Just continue the site. Advanced proceed. Back to this crappy check for internet page. Yes. Now it says no internet connection. Restart modem. Enter ISP settings. Try again or login to router. Okay. Okay, now at least I have the blue thing. Access router, I'll put in the password. No. Okay, I don't know, this one. Okay, wait a second. Okay, now now using the uh so it ignored my settings and now I'm able to log in using what's on the router. Okay, so.
20:00
Speaker 1
don't need to, just click on CA first. go to CA. alright, now connect. uh yes, go to connectivity. and then click on CA router setup. okay, before you click on add wireless nodes, please connect the modem. connect it back to the router. okay. [silence] and we'll just wait for the [silence] [silence] [silence] [music] [silence]
22:00
Speaker 2
should I go to Wi-Fi settings and reset everything? okay, there. or getting there. hold on. it's still getting there. uh you want uh connectivity? okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay. okay.may want to try turning your Wi-Fi off and back on on them.
22:00
Speaker 1
wait till the life to stabilize on your current node, bye the way, do you have the Lynx's app installed on your phone or any of your wireless device, sir, okay. Okay. Yes. Kindly go back.
23:00
Speaker 2
Yeah. Okay. Now it's solid white. So now that it's solid white, I should be able to add child nodes.
23:00
Speaker 1
go to your computer and click on add wireless childnode. You want it, um, you want a hardwire? It well, uh, it should automatically connect or it should automatically pair. We're waiting for the child node actually, so is it blinking right now? Okay. [silence]
24:00
Speaker 2
now, now I have to ask once I add this as a wireless node and I want a wire will it automatically switch over okay so yes, I'm going to hard wire this node when I'm done here so once I add it as a wireless node, will it switch over okay I'm going to hit add wireless child node okay and then hit apply or is I'm waiting I'm waiting for something it's blinking red, yes.
24:00
Speaker 1
so we'll wait for that. [silence] Yeah, it takes time. So, once this child node is actually configured, um, you just, yeah, you need to do the same thing with the other child nodes. So that's how you add the child nodes using the user interface.
25:00
Speaker 2
And the parent not is now starting to link on that one back to solid. [silence] Your master [no] is now configured. It's still blinking red. Doesn't say add child node now.
25:00
Speaker 1
No need to. No need to. Uh, right now, it's, it's still, uh, it's, it's trying to communicate. It, it it takes really some time, or, um, for the nodes to, uh, establish a connection. It usually takes three to four minutes. Sometimes it takes six minutes before it can connect. [silence]
28:00
Speaker 2
and I couldn't even connect this with a wire now if I wanted to to the parent mode because they've used up all the all the stupid can they be? incredible.
28:00
Speaker 1
It's still blinking. Can we connect that child node to your parent note. Your computer is wireless capable, right? Okay, can we connect to the computer first wirelessly? So, just turn on the Wi-Fi on that and connect to your network.
29:00
Speaker 2
I'm not holding out much hope for this. Still blinking red. Yep. Yes.
29:00
Speaker 1
Yeah. So, were you able to connect your computer to the router wirelessly? the...okay. So you're...yes. Okay. So you're able to connect wirelessly to the computer. Okay. So we will connect now the use. Yes, that is correct. [silence]
30:00
Speaker 2
Okay. So, now, you want me to run a cable from here over to here. Connect my computer the child router or connect with a, well, yeah, I'm able to get on the Internet wirelessly if at least that's what it shows. Yeah. So now, now I just wired the parent node to the child node. So, should I just add wired child nodes? Okay. Add wired child nodes and I don't have to hit apply.
30:00
Speaker 1
no need to hit apply, not yet. So just check the, uh, the light on the child node. Can we do the, uh, can we do the reset one more time on that child node? [ silence ] Yeah.
31:00
Speaker 2
Okay. so blinking red. yeah now this is wired and it's still blinking red. so blinking red. Okay. Okay. it just turned ill. just just
31:00
Speaker 1
OK, so, yes, just click on apply. OK, you may disconnect the ethernet cable from that child node, and we'll see if it remains solid blue. Yes, application was
32:00
Speaker 2
turn blue now. OK. And hit apply. OK. Well it It shouldn't because it's wired. It was set up for wired, but OK. OK. It's still blue. That's a good sign. Oh, no. Now it's blinking red. Is it because it was set up as wired? Blinking red.
32:00
Speaker 1
We'll wait for it, sir. Usually, uh, yeah, once you add it as a wired child node and you disconnect the ethernet, it should automatically switch to, uh, wireless. [silence] it's still blinking. It should automatically connect. Well, once you set it up, once you added it as wired and you disconnect the ethernet cable, it should switch itself to wireless, sir, because this is an intelligent node. So, yeah, that's how it should be. But maybe sometimes nodes are, I mean, yeah, sometimes it, it really takes some time to, to connect back. Okay, that's why right now it's still, it's still blinking red light.
33:00
Speaker 2
Yes, it is. I understand if it's wired it's set up wirelessly, and you put wire in there, I don't understand the other way around. Right, yeah. You see, I I had Linksys. Okay, I had Linksys in before. I had to rip it all out. I put in they said get the 4200. I put all that in. Then it just.
36:00
Speaker 1
Yeah. Okay, I'm sorry for this. Okay, well, while waiting, can we check the other child nodes? [silence]
37:00
Speaker 2
I started failing. This is not setting up. I don't know if this is just an linksys problem across the board because I set up an Asus network in my place in California. I was done in 10 minutes with everything. And it hasn't gone down once. This goes down constantly. Still blinking red. I can plug it in. Okay. I'm plugged in solid blue. No, you have to tell the system what you can swim now.
37:00
Speaker 1
Yeah sometimes, yeah as I mentioned it really takes time for it to communicate, you'll just have to wait for it uh before it can establish a connection. So right now the second, solid red. Okay. We'll just wait for a minute before
39:00
Speaker 2
Okay, so the second node is now solid blue, the first one, which was my parent node, which was always incredibly reliable, is still flashing red. Oh, now the second mode went to solid red. The first meme. Yeah, the first mode is still a flashing red. Okay, the second mode now has gone to solid blue again. [silence]
39:00
Speaker 1
Four will relocate that node. Because once it's solid blue, that means it's already connected. So no need for us to do anything on that node. Yes. Mm-hmm. [silence]
40:00
Speaker 2
All right, then I'll go and plug it in and get another no, because I have two more. Okay.
40:00
Speaker 1
I'm sorry. Come again, sir. Okay. Again, if it's solid blue, no need to touch that. Okay.
41:00
Speaker 2
Okay. I went to unplug the other node that I have. It's already solid blue. Is that unusual? [silence] [silence] And this this last one is a much older note. [silence] And that parent node that I had before is still flashing right. [silence] okay the old one is flashing red yes and this one is from this is an older node but that parent node is still
41:00
Speaker 1
I'm sorry, the parent node is still the parent node or the the first child node. Yes, okay so yeah, we'll just name it as the first child node or yes, I get confused. All right, so the first child node is still flashing red. Yeah. Once we work on the fifth child node, then we will, yeah, once that is done, then if if the first child node will won't still connect, okay, we will do a power cycle on the parent node and that child node, the first child node. What's the model number of that node? Is it the WH something?
45:00
Speaker 2
[silence] flashing red. No, no, not the-- okay. Uh, the previous parent node, which is now the first child node, is still flashing red. The old uh the old node is turned green [silence]
45:00
Speaker 1
Yeah, okay. So, if it's green, that is online, actually. It's connected. Yeah, it's either green or blue, sir, for the WHW03. So, if it's green or blue, it means it is online or it is connected.
46:00
Speaker 2
I'm looking for a model number. Yeah. W H W 0 3, I think it is. I thought it had to be blue. It's green. Okay, because it went because it went I thought it had three colors because it went red. It's green now. I don't know. I'll leave it for a bit and let's see if it goes. Thank you.
46:00
Speaker 1
But if it shows solid red, it's solid. Okay, yeah, that means it's connected. It's solid green. Okay, so going back to the first child node, sir, I think there's a need for us to turn that off and turn off the parent node as well. Unplug the power. Or you may actually turn off the switch at the bottom. Yes, turn off the switch on the parent and we'll leave it off for a minute, okay?
47:00
Speaker 2
okay. so then this is solid, this one's solid green. Green. Okay. So, so plug it. Okay. I've turned off the switch on child one. Okay.
47:00
Speaker 1
Yes, I'm sorry. What was it again, sir? Yes, turn on the um the parent node first. And then we'll wait for it to turn, turn
48:00
Speaker 2
OK, should I turn. it back on? Hello? Should I turn it back? Should I turn them back on? So, I'll. Oh, went from went from solid white. Then it's red flashing. It'll probably go back to solid white. Now solid red.
48:00
Speaker 1
Okay. Yes. Child name. Oh, yeah, yeah, please. Sorry. Sorry, turn it back on. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
52:00
Speaker 2
Okay, just turned off and now it's going back to white. A flashing white. Now it's solid. solid white now. Now, should I turn on child [name] one? [silence] You still there? [silence] Well, am I turning on child node one [silence] you asked me to check the other nodes. I'm turning it back on.
52:00
Speaker 1
The child node one is still flashing red. Can we connect that back with the with the ethernet? [silence]
54:00
Speaker 2
So the child node four or five still is flashing red, it's not back to green yet, and child mode one is still flashing red. Yes. Yes. Okay, that's connected back with the Ethernet and still child node 4 is still flashing red now and not green, so let's see. It's a long time to reacquire.
54:00
Speaker 1
Which one is solid blue? What about the first child node? It's solid blue now. Okay, very good.
56:00
Speaker 2
Okay, now child node one has turned solid blue. Child node. Yeah. Child node four or five is still blinking red. Solid blue. Yes, but it's wired.
56:00
Speaker 1
Oh yeah, it's wired. Can we try to disconnect the, uh, try to disconnect the ethernet cable again from that, uh, Yeah, from the first child note, yes. Yeah, it will actually disconnect, um, since, uh, it switches to wireless, so we'll just gonna wait for it.
57:00
Speaker 2
Speaking of having two, um, if one fails, you switch over to the other. Now I've got a problem with child node 4, which is still blinking red.
57:00
Speaker 1
As yes, okay, I'm so sorry cause we're having issues with the line here, so yeah, what was it again, sir? Yeah, make sure you're connected first to the Wi-Fi, since that computer is not plugged in anymore, so look for the Wi-Fi I
59:00
Speaker 2
Since this one was previously set up as the parent node, are there any settings that could have been done to designate this as the parent node? Are you still there? Um, uh, now it's saying router not found. You are not connected to your router. What the hell is that? Um, okay. Yeah. Now I'm connected to the Wi-Fi. Okay. I'm on Orchard Hill mesh too, but it, router not found. Yeah, I mean, I can, I'm on the, the internet. But even though I'm on, I'm on, I'm on, I'm on the internet, but it says, you are not connected to your router. Yeah, yeah. [silence]
59:00
Speaker 1
Hold on, the parent node is flashing red or it's solid white. Oh, okay. Okay. Yeah, 'cause that's an older model. So we'll just wait for it to stabilize. Okay? Kids, that takes time.
61:00
Speaker 2
Okay, if your wireless connection setting everything changed, reconnect the device. No. And this, this parent node is still flashing red and and node number five or four, whatever you want to call it, is still flashing red. No. The parent node is still sold led white. Child node one is flashing red. Child node four is flashing red. The one that was green is now flashing red. It's been that it got to be what? Seven, eight minutes. I mean, that doesn't think right. Let me take a look at my other waves.
61:00
Speaker 1
They're solid red or flashing? I Okay. I'm really so sorry. Yeah, I understand that we've been working on this for hours. Okay? And yeah, it's just so happened. Yeah, it's just so happened that these devices are really like --
62:00
Speaker 2
Now my, uh, my other routers are still, now my other routers the one so sorry, were still and so with the, and so, uh, so all my routers now that were blue the parents. Okay, this is getting to be a joke here. I have to ask you something very straightforward. Are you capable of getting this network up? If not, I gotta rip this stuff out throw it all away, and I gotta get a networking here working by tomorrow. I have no choice. And I'm going back and I'm going back. [silence] [silence] Okay, then, okay, then, then what you're saying is if if it turns off, it will take 15, 20, 30 minutes to go ahead and reboot. No, I've never had that before. I have never had that before. [silence] Okay, but all of my child nodes now are, are flashing red. All of them. The ones that were blue are no longer blue. They're flashing red just like the previous parent node. Are you sure that these, these nodes are just that, that parent node? There's some, some.
62:00
Speaker 1
we've reset okay can we go to the uh we've reset your your first child node to factory defaults right we've already done that yeah if we if we actually reset it to factory default that will um remove your previous settings sir so it's not gonna it's not gonna be the parent node okay so if if you're if you're saying that it's following the the old parent node no that's no longer be the parent node right now because we've reset it to factory default we've even added that as [silence]
64:00
Speaker 2
Yes. Yes.
64:00
Speaker 1
wired child node, it turns blue for a while, but when we disconnected the ethernet cable, that's them. That is when it get disconnected. So, actually that first OK, let me they're all flashing red. Okay. Yeah, we can actually we can actually move the the nodes closer to the parent node, each of the nodes, okay, and check if it, if it turns solid blue, okay. Yeah, because the nodes are already configured right now. No need for us to do a reset or perform a reset. Just so happen that these nodes are.
65:00
Speaker 2
Yeah, now, now the whole network is down. The whole network is down because it's flashing red. Yes. Yep. I can't move these things around every time they disconnect. This system goes down.
65:00
Speaker 1
Okay. All right. Here's the thing, sir, Jeff. I'm going to put you on hold for about three to four minutes. I'll just have this chat with my immediate superior, okay? Okay, just hold on, please.
66:00
Speaker 2
So much. It's not even funny. I have to tell you that once a month, it's what several times in a month. It probably goes down. Please. I just I just
66:00
Speaker 1
Sir, Jeff, hello? Sir Jeff, thank you so much for uh patiently waiting. I really, really do apologize for that very long hold. I had to actually verify this uh with [ silence ] Alright. I'll just check on this one again, okay? If there there will be a available technician later. Okay. Just hold on, search us. [silence]
80:00