V2 Rubric Detail — c198ca26-66a1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:00
Duration
102m 37s
Contact
Leroy Aguillon
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00133309
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: child nodes disconnected_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall64.5% (+18.6)

V2 Grader Summary

The agent conducted thorough troubleshooting using correct tools and methods, including resets, 5-press pairing, web UI configuration, and wired backhaul. However, the issue was not resolved as child nodes remained blinking red. The escalation to Level 2 was appropriate after exhausting L1 options. Technical accuracy was mostly sound, though some misinformation was provided about ISP updates and port identification. Ownership and escalation execution were strong, but empathy and call control were only partially effective.

V1 Case Analysis

Customer reports multiple child nodes (MX6200 & WHW03) blinking red and not joining the mesh. Agent performed resets, 5-press pairing, and web UI steps without success. Escalated to Level 2 with callback.

Troubleshooting Steps
  • Asked for serial numbers and model identification.
  • Instructed to unplug child nodes and place them near the parent.
  • Guided a factory-reset (20 sec press) on each child node.
  • Advised waiting for solid blue (ready) state.
  • Performed 5-press pairing on the MX6200 parent.
  • Navigated the web UI to add wireless and wired child nodes.
  • Tried wired backhaul connection and additional resets.
Key Observations
  • Agent gave incorrect reset duration (20 seconds instead of 10–15 seconds) for MX6200/WHW03 nodes [10:00].
  • Used mixed and potentially confusing URLs (192.168.1.1 and myrouter.local) without confirming which was appropriate for Velop [31:00–34:00].
  • Failed to verify internet connectivity on the parent node before troubleshooting node pairing [09:00].
  • No warranty or support eligibility check was performed despite mixed models and potential age of WHW03 [03:00–04:00].
  • Escalation to Level 2 was appropriate and well-documented with contact details captured [100:00–102:00].
  • Technical guidance on 5-press pairing and web UI access was correct per KB for MX6200 family.
Positive Highlights
  • Collected partial serial numbers and model information from both MX6200 and WHW03 nodes [02:00–04:00].
  • Attempted both wireless (5-press) and wired backhaul methods for node addition [14:00, 53:00].
  • Provided correct 5-press pairing instruction for MX6200 family (despite prior reset error) [14:00].
  • Escalated to Level 2 with documented callback and captured both customer phone number and email [101:00–102:00].
  • Maintained patience and allowed customer time during physical setup steps [07:00, 42:00].
Agent Errors / Gaps
  • Incorrect reset duration (20 seconds) for MX6200/WHW03 nodes (should be 10–15 seconds) [10:00].
  • Confusing instruction to enter '1 the colon 1 dot the 2 and dot 1 dot 1' instead of clearly stating '192.168.1.1' [31:00].
  • Failed to confirm internet connectivity on the parent node before initiating node pairing procedures [09:00].
  • Did not verify whether the customer had access to the web UI before instructing navigation [34:00].
  • Used inconsistent terminology (e.g., 'Lynxys', 'Operbis') that could confuse the customer [14:00, 54:00].
  • Did not confirm the correct port for Ethernet backhaul (initially confused yellow and arrow ports) [55:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Child nodes remained blinking red after all troubleshooting; no resolution achieved, escalation was necessary.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed multiple troubleshooting steps (resets, 5-press, web UI, wired backhaul), but skipped critical ISP/modem verification and did not follow a logical diagnostic sequence.
R3 Met Correct resolution path conf 96%
After extensive troubleshooting failed, agent correctly escalated to L2 — the appropriate path for unresolved hardware or mesh sync issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (blinking red LEDs) and collected model/serial info, but failed to isolate upstream issues (e.g., test at modem) before assuming mesh fault.
T2 Met Appropriate tools / resources used conf 97%
Agent appropriately used factory reset, 5-press method, web interface (192.168.1.1/myrouter.local), and wired backhaul — all valid tools for this scenario.
T3 Partially Met No misinformation conf 89%
Most instructions were accurate (20-second reset, 5-press on MX6200), but agent incorrectly claimed ISP modem updates cause node disconnects and misidentified ports (‘arrow’ vs WAN).
Communication
C1 Partially Met Clear & professional language conf 91%
Agent gave step-by-step guidance but lost control during web UI navigation, repeated unclear instructions, and failed to set a clear overall timeline until escalation.
C2 Partially Met Confirmed understanding conf 89%
Agent used understandable language but introduced confusion with terms like 'Lynxys app', 'arrow port', and inconsistent LED explanations.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, performed multiple troubleshooting attempts, and only escalated after exhausting reasonable L1 options.
O2 Met Proactive follow-through conf 96%
Agent clearly communicated next steps: L2 callback within an hour, confirmed contact details, and explained documentation of prior steps.
O3 Met Closure confirmation conf 95%
Agent recorded serial numbers, referenced prior actions, and avoided re-asking questions already answered by the customer.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation occurred after full L1 troubleshooting failed — valid trigger per KB for persistent node pairing failure.
E2 Met Escalation prep & handoff conf 95%
Agent informed customer of escalation, confirmed callback number/email, and provided expected timeline (within one hour).
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized for call length but did not proactively acknowledge customer frustration earlier despite repeated issues and effort.
X2 Met Tone & rapport conf 93%
Agent remained patient, adjusted pace, repeated instructions when needed, and matched customer’s conversational tone.
X3 Partially Met Overall experience conf 91%
Customer repeated resets, unplugs, and web UI steps multiple times due to failed attempts, increasing effort unnecessarily.
Call Transcript109 turns · 127 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, [silence] Paid support may be available, depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today? What happened, sir?
00:00
Speaker 1
For some reason, all my child nodes aren't connecting to the parent. I've tried, they've been like, they've been fine and all of a sudden today, they just stopped. All of 'em aren't connected. I've tried unplugging them, doing all sorts of stuff. The light is just blinking like red, very fast on all, all the one, two, three, the three childs, the four, sorry. I have five in my house, including the parent. Yes, yes ma'am. No, nothing. That's kind of what threw us off, we didn't know why our Wi-Fi just stopped working all of a sudden.
01:00
Speaker 2
what's the light? Uh-huh. What's the light indicator showing in your nose? How many links just devices do you have there? Four child nodes are disconnected to your network, is that correct? Okay, did you not experience like any network outages or power outages so far?
01:00
Speaker 1
and then we, our modem with AT&T fiber is connecting, it's good to go, everything else is working. Yeah, the Paranoid's solid white right now. Fine, I haven't had any issues with it. One of the child's. Okay. It's like a static. Is she all right? So the serial number for award, one is 58 W 1 0 M 2 BD 0 2
02:00
Speaker 2
Fine. Okay. But the parent node is working fine. Correct. Okay. Okay. Can you confirm to me sir, what's the serial number of one of your child node, please? Yeah. [silence] fine
02:00
Speaker 1
U-180. E. All except for one. One's a different model. It's an older model. Yes, ma'am. Let me see, I can't remember exactly.
03:00
Speaker 2
Okay, thank you. notes. Are they have uh, do they have the same uh model number for all of your child nodes? Okay. Sorry. So uh, three the three child nodes is MX 6200, is that correct? all right. And the other one is what model is this sir? Okay. Thank you, sir.
03:00
Speaker 1
This one is model number WHWZ3V203V22O J 20 M 37 A 0 6414.
04:00
Speaker 2
03 certainly or 01 okay can you confirm to me sir what's the serial number for this device alright now for us to connect all of your nodes are in the system let me create first a record in the system okay may I know your first name and last name can you confirm can you spell out first name? all right how about email address? Thank you. Now, uh, let me create first a record so, while I'm still creating a record for, can you try first to unplug all of your uh uh all of the three MX6200 child nodes and plug it near to the parent node at least two to three fits so we can set them up. Yes for just the MX 6200 child nodes, three of them, uh, turn them on, uh, plug them near to the parent note at least two to three feet.
04:00
Speaker 1
I have two of them plugged in so far. Getting the other ones. And they're spread throughout the house.
07:00
Speaker 2
How was it, sir? Were you able to plug them in? OK. All right, go ahead. Just take your time. Yeah, 'cause-- you have lots of ... You know, it's not me to say you do have a very big
07:00
Speaker 1
[silence] It's not really, but there just, internet, our Wi-Fi was just horrible in the house. So that's why I ended up getting so many and adding them to the system. Yes, the parent node, yes. Okay they're all plugged in. Yes.
08:00
Speaker 2
home mm [silence]. So your parent node sir is MX6200 also. Okay. All right. So just tell me if you were able to plug in all of those three nodes and then we'll continue from that. Okay. Let's give them at least two minutes to fully reboot since you just plugged them in. [silence] They're at least two to three feet away from the parent node sir, correct? Okay. So, yeah, again, I will give them at least two minutes and after that, we're going to reset only the child node. Nothing to worry, we're not going to delete anything when we reset.
08:00
Speaker 1
and it's weird, though, because for like the last four months, instead of them being white, they've just all been solid red, but they work perfectly fine, no issues. yeah.
09:00
Speaker 2
[silence] Oh, okay. All right. So there you are. One of the reason why your nodes are being disconnected, it's because even if your internet service provider did not provide you any information, there are times that they're going to update or provide an update with your modem directly from them. So automatically they update. So that's why one of the reason your child nodes will really disconnect their network. So it's just normal sir, you don't need to worry about that. So it's a good thing you called us here so we can directly assist you. So you'll have internet in your home. Uh by the way, right now, may I know what's the light indicator showing on your child nodes please?
09:00
Speaker 1
Okay.
10:00
Speaker 2
Okay. Okay, can you try here to reset each node one node at a time, you hold and press the reset button for 20 seconds for your child nodes. It should, each device after you press the reset button after a minute, it will turn solid blue.
10:00
Speaker 1
Yes. So for that older model that I have, would it be better to upgrade it to one of these MX ones? [silence]
12:00
Speaker 2
were able to reset all of them ? okay all right. so let's wait for all of your child nodes to turn solid blue. and then uh, solid blue by the way means it's a ready to set up or it's in a set up mode. [silence]
12:00
Speaker 1
Okay. Yeah, much. Okay. Um, one, one, two. So I got two solid blue and then one still blinking blue.
13:00
Speaker 2
valence uh it's said uh it's said the proper expectation for. the last node that you have uh. if your whole set up is you had MX1800 yes that's actually the uh the best option uh or if your uh uh last node is still working fine then you can still use it sure but then again we don't have any updated firmware for that last node that you have so might be your current location or the correct location for that node. you might be experiencing like dropping connections or not able to connect to the network. uh just a minor issues somehow. but will give you uh big impact. so how is it how's the child nodes showing what's the light okay uh let's see.
13:00
Speaker 1
Oh, cool. I didn't even know there was a... okay. they're all solid. now.
14:00
Speaker 2
Wait for the other one to turn solid. We're just going to add them by the way, using the pipe press method. You don't need to open any Lynxys app or Lynxys web browser. That's actually our uh uhm new uh option to add nodes. Perfect. Okay. Now, since all of the nodes turned solid blue setup mode, can you try to go to the parent node? Sir? And then try to press the reset button five times, cuz one press for one second, not too fast, please. Okay, great. So, actually, after we've done the five-press, method, each node should have a waiting time, maximum waiting time of seven minutes, but usually all nodes will turn to solid white like around four to five minutes. So, let's give them some time, okay? All right.
14:00
Speaker 1
So two of them are blinking white and then one just stayed blue.
18:00
Speaker 2
Okay, all right. I hope it won't turn solid white.
18:00
Speaker 1
[silence] There's still two of them are blinking white and one an solid blue. Uh, solid white. Yeah, the parent solid white and the other ones are just are blinking. [silence] well, except for the solid blue one. [silence]
20:00
Speaker 2
as a child node.cer? What's the light indicator showing? Uh, what's the light showing in the parent's node? Okay. All right. Still blinking. This is the parent node.cer?
20:00
Speaker 1
[silence] Yes, two of them are of course blinking white, one solid [silence] blue.
22:00
Speaker 2
Tell the same story. Blinking white. Can you try to unplug those two?
22:00
Speaker 1
OK, unplug him. [silence]. Wa 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9. OK, [silence] it's blinking white. [silence]
23:00
Speaker 2
blinking white child nodes we'll try to add just only one. yes. so only one child node that shows solid blue is the one that is turned on, right? okay, can you try to go to the parent nodes are and press the reset button five times? not too fast. [silence] okay, let's try to check if the other child node will be changing color or will be added. How's the tourist where's the light showing? Do you have a computer or a laptop, sir? Sir, would it be fine if we use the web interface so we can add your notes because I guess it's having a hard time using the buttons.
23:00
Speaker 1
Okay. So hold it for the 20 seconds. Okay. Okay, that one's solid. So plug the other ones back in.
29:00
Speaker 2
so you can try for sure to reset this one child support, and then you can turn on all of those two child support. That is we have. Yes, hold and that for 20 seconds. Yes, sir, plug the two support also. Then wait for it to fully reboot before resetting the device.
29:00
Speaker 1
What do I need to go to on the laptop? [silence]
31:00
Speaker 2
Tracer and after opening a browser try to enter in the URL field, the default IP backslash backslash 1 the colon 1 dot the 2 and dot 1 dot 1and try to hit enter[silence]
31:00
Speaker 1
That's giving me a network change was detected. Let's see.
32:00
Speaker 2
I'm sorry, I don't have access to web features like pulling up your page.
32:00
Speaker 1
TRY this again. He said one nine two. Oh. It's telling me it can't reach this page. Took too long to respond.
33:00
Speaker 2
Yeah, 192.168.1.1. Were you able to pull it up? Is there an error showing? Are you connected to the link?
33:00
Speaker 1
Yes, I am. My router. Okay, that brought it up. It's asking for access router. Password.
34:00
Speaker 2
Okay. Wi-Fi correct? Good. Cure? Too long response. How about this? instead of using the default IP address, so just try to put there my router.local. Yeah, my router.local. Okay. All right. Yeah. Try to put the router password. Sorry, if you forgot your router password, you can just reset the router password and the password for will be indicated at the bottom of the parent panel.
34:00
Speaker 1
Yes, it's logging me in. I'm in the dashboard. Two of them are blinking red really fast, and one of them is solid blue. [silence]
36:00
Speaker 2
.. to bridge using open source. Okay, just tell me when you're already in the dashboard so I can uh assist you more. And by by the way, what's Perfect, we know what's the light indicator showing for your child node. Oh, okay, all right. Can we try to wait for all of your nodes to turn uh solid blue so we can add them. All right, thank you.
36:00
Speaker 1
Yeah, they're just blinking red real fast. Yeah, two of them are. No. Okay. Do I leave the one that saw me? solid blue alone? Okay, okay.
39:00
Speaker 2
They're just blinking red, they did not turn to solid blue. Uh can you, can we try again sir to reset each node? Oh yeah, just leave the one that shows solid blue.
39:00
Speaker 1
Okay, all three of them are solid blue now. Oh, and you're down at the bottom. Yes. Yeah, I see it. Is it a what? Yes.
42:00
Speaker 2
Okay, thank you so much, sir. Uh, yes, sir. Let's go back to the website, sir. Moise's interface. Uh, can you try to scroll down at the very bottom part if you will be able to see there? And user license agreement terms of service, CA. Yes, just at the bottom of the website. Do you see CA? Do you see the capital C A? Okay. Can you try to click that for me, sir? Were you able to click C-A already?
42:00
Speaker 1
yes, ma'am. okay. It says checking for updates. Okay. Okay. Yes. Do you see a router set up? Okay, I'm there. Yes, I do.
43:00
Speaker 2
All right. So after clicking CA, in the left corner, there are options that you can see there. Click connectivity. All right. After con [silence] Ah, okay, you don't need to, uh, update anything. So after you click connectivity, do you see there's a router setup, bell's setup? Okay, can you try to click that, please? All right, and then there will be an option that you will see there. Um, do you see an option add wireless subnode? Okay, try to click that, please.
43:00
Speaker 1
Yeah, I clicked it. Uh, one of them is blinking blue. And the others are solid blue. Okay. Okay. Oh, yeah, yeah. No, you're fine as long as they start working.
44:00
Speaker 2
Are you done clicking the add wireless child nodes there? All right, let's wait for your nodes. Is your nodes change colors did it bling. All right. Okay, let's give it some time. Uh at least uh we make sure that each node should turn to solid white, okay? All right. If you do have something to do, sir, you can uh you can do it right now since we're still be waiting for the other nodes to turn solid white, okay? apologize took this too long. All right, okay.
44:00
Speaker 1
Yes man. I have the two of them are still blinking white and then one still solid blue. Oh. Yeah.
52:00
Speaker 2
uh. Hello, sir. Uh right, your uh sir, if i may ask, is there any update with your child nodes? Okay, so just blinking with with Did you happen to have extra Ethernet cable wire that we can use uh so we can add wired to your system? Alright, now what we're gonna do, okay, can you try to unplug those two child nodes that stay solid uh
52:00
Speaker 1
Yes. Yeah, let me grab the wire. Okay. Okay. [silence]
53:00
Speaker 2
Okay, let me try to – oh, sorry, it stays blinking white, and then we're going to use or put a wired ethernet cable to your uh child node that shows blue light and connect it at the back of the parent's node. Take a we try to do that. Okay, thank you. All right, and you can just turn off the those two child node that you have there. I'm sorry, before uh before turning them up. Can you try to reset them please? Alright, hold in, press the reset button for 20 seconds?
53:00
Speaker 1
will I be plugging it into the, the one on the parent that shows like, kind of like two arrows? Okay.
54:00
Speaker 2
Oh, let me just... Hope I'm... ...Operbis.
54:00
Speaker 1
[silence] Yes. Yes. On the internet port? So I have to unplug the parent from the modem? No? Okay. the arrow one. Okay.
55:00
Speaker 2
All right. So, sir, for your Lincus parent node. Hold on. You have two physical connections, physical for there, right? The the one is yellow and the one that has an arrow. Okay. Uh, try to put there the ethernet cable, insert it there, and then the other one will be connected to your, uh, blinking blue light. Child node in the internet port also. No. Uh, no, no, no. Yes. The arrow one for the parents node and for the child node is the yellow. Court.
55:00
Speaker 1
OK, I got them plugged in right now. Hmm. not yet they're still doing their one's blinking white and red white and red almost looks orange huh hmm. Yes, I did. Huh
56:00
Speaker 2
Okay. So, for the two child nodes here, are they already reset? Do they show blue light already? But did you try to reset them already? Okay. Okay, you can now unplug those two child- let's wait for it to turn blue. But it should turn blue before we unplug them so we can automatically add them later on.
56:00
Speaker 1
Okay. Silence They're still flashing a little bit.
57:00
Speaker 2
So, just tell me sir if those two child notes will stay solid blue before we continue.
57:00
Speaker 1
OK, so one of them is solid blue, so I'm gonna unplug that one. OK. OK, the other two are off now. So I just have the one that's connected to the parent node.
59:00
Speaker 2
Okay, yeah, sure. Have you tried- by the way are you like trying to turn off the parent node and then the child node? I'm sorry. Have you tried to turn off your modem and turn off also your router? Okay. All right. Can we try to go back to the web interface? Is your-
59:00
Speaker 1
Yep. ... Okay. ... I can see the CA router setup. ... Okay. I'm in there. ... Yes. ... When I do that, do I have to hit apply or anything or just [silence]
60:00
Speaker 2
Okay, the website's still there, in your computer? Okay. So, can you try to just click again the connectivity, so it will just refresh. All right. And do you still, after clicking connectivity, do you still see there the system set up or C router set up? Okay, try to click that. And then, do you see now an option of add wired child nodes? Okay, try to click that one, please.
60:00
Speaker 1
Clicking is fine. Nothing just solid blue. Yes, blinking. Oke. Yes I click them. Now it's blinking. K. Yeah it's just slowly blinking blue.
61:00
Speaker 2
No, just click it. It will be fine. After you click Add Wired Child Node, did it change color? Okay. After clicking Add Wired Child Node, do you see the add wireless child node as well? Okay. Can you click both of them? Are you done adding? Are you done clicking? Let's wait. Okay. Let's try to give it some time. I have a timer here. So we're gonna check if it will work.
61:00
Speaker 1
Okay, this saw in white. So the child's solid white, but the parent is blinking white still.
63:00
Speaker 2
Okay, give it some time, sir. I want to make sure it will stay solid white. Just okay, so it means it's still.
63:00
Speaker 1
Oh, okay. The child side. Is that white? Yes. Okay. [silence]
64:00
Speaker 2
trying to. finish. add in the trial zone 00.
64:00
Speaker 1
So the child's blinking red now, and the parent's blinking white. So now the parent's solid white, and the child's red. More blinking red, like real fast. Oh, now it's white. Okay.
65:00
Speaker 2
Okay. All right. So let's give it some time. I want to make sure it will stay solid white. Like, if it stayed solid white, can we, give at least um a minute, that's to ensure um it went solid white. Thank you. [silence] How was it, sir? Did it stay solid white?
66:00
Speaker 1
Both of them are solid white. Yes. Okay. Yeah I clicked it when I clicked apply I didn't do anything. Yes.
68:00
Speaker 2
Okay, good. That's good to hear, sure. Perfect. Now, sir, here's what we're going to do next. Can you try to remove the ethernet cable that was connected to your parents' node down to your child node so we can let I'm sorry, hold on. Before you do that in the web interface, can you try to click first DC unoption done adding child nodes? Okay, click done adding child nodes and then click apply. You're done sir? All right. Okay. So, as long as you were able to click done, adding child node and apply, that's already good. [silence]
68:00
Speaker 1
Okay. Okay. Disconnected it. Yeah, it's blinking red now. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
69:00
Speaker 2
ry is to remove the ethernet cable connected to the parent node into the child node, so that they will remain wireless. Okay, so we're gonna just gonna wait for a couple of minutes. Let's check the child node to stay stable while, hmm. yeah, that's normal. Let's just give it some time. How's the child nose there? Did it change color? Like Okay, still blinking, all right. Just it's still two minutes and 30 seconds passed by. okay. All right, perfect. That's good to hear, sir. Can we give at least 30 seconds, sir? I want to make sure before we before we remove this child node.
69:00
Speaker 1
Yes. Okay. Okay, so I'm good turning this one off, and then I'm plugging it. So when it's solid white right now I'm good. [silence]
74:00
Speaker 2
All right. Did it still stay solid white? Okay. Can you try to turn on the one of your child note? We're going to do it the same thing. One at a time is you only have one board in the parent note. Okay. You can now by the way, unplug this child node and put it in the near to your education, but we're going to do it first, adding the child node by award and then we are waiting for that to turn white. You can that's the time that you can relocate the node here. Okay? Yeah.
74:00
Speaker 1
Okay. Okay. [silence] Okay. [silence] That one's turned off and unplugged. [silence] Let's do the next one.
75:00
Speaker 2
Yes, the one that shows solid white, try to unplug it, and then the one that shows blue light, turn on one of them.
75:00
Speaker 1
Can I plug the internet wire into it while it's starting up or let it do its thing? Yeah, OK. I could be good at this. I probably should Google some pronouns. OK, so if you want to give me a name, I can use some backstory. Yeah. Ybo's. It's like a Yiff. Yeah.
76:00
Speaker 2
so uh we're you oh yeah sure sure you can now connect
76:00
Speaker 1
it's blinking blue. Okay, it's solid blue now. Okay. Okay. I'm there. Okay, that's
77:00
Speaker 2
So this child nodes here, what's the light showing for this? Okay. Just tell me if it's solid blue, so we can add it in the website or in the web interface. All right. Can we try to go back in the web interface? Click again, connectivity. After that, router setup. And then click wired child nodes and add wireless child nodes, both of them. Did the child nodes change color, blink?
77:00
Speaker 1
not yet the parent did but the child's still solid blue. Okay. Now it's blinking the uh child. Okay. So just go do I plug it in where it was or. No. Yes. Uh. Uh. I'm not even sure how many feet it is. So it's in a. It's in my master bedroom.
78:00
Speaker 2
all right all right so okay since it's now blinking you can uh now um relocate the child node the one that shows white lights sir so that you know when you get back it will turn solid white for the other child plug it plug it uh to the first location where it's near to the parent mode because you have a mesh system right so for this first location where you place one child nodes sir how far is this to the parent mode this
78:00
Speaker 1
[silence] the parent is the parent's in like the middle of my house. Yeah. Yeah. Okay, I'll go plug this. That is... so that one is upstairs and that one that one's probably 40 feet it's like right above it, but upstairs but it but yeah, it is upstairs, so.
79:00
Speaker 2
So like it's four. So is it in the atleast 40 feet? Okay. All right. Yeah, sure go ahead. And then for the second location where you're going to place. Yeah, you can now turn it on. Plug it in. So, for the next location for the second location where you are going to put another you know, how far is it from the first child nodes? So, it's 40 feet. yes wait for it to turn a solid white before we go back to the other channel now
79:00
Speaker 1
It's still trying to start up. It's blinking blue.
83:00
Speaker 2
like what slide showing there okay thank you
83:00
Speaker 1
I don't just turn solid white. Okay. For a few months, I would do this. I would go solid white and then all of a sudden it would go solid red and stay red. But the internet work. So I never thought
85:00
Speaker 2
okay uh can we give it some time want to make sure it will stay solid white before we go back okay uh uh Oh, okay, sure. if by chance, sir, that you will experience this kind of issue because I'm going to take down notes what you have experienced so far. Um, if by chance that you will have an issue with this, again, um, you can call us back so that we can try to check what's uh further uh going on with your notes. Okay? because I've notated it everything and you know, with this with the steps or the troubleshooting steps that we have done so far, uh it's very rare that um I encounter this kind of issue. So I want to make sure that you know, in your part also that everything will be fine once we've added all of your child nodes. So it did it still stay cold white now? Okay. Can we try to go back to your uh second child node and let's try to check
85:00
Speaker 1
yes. they are the parent and the child are solid white. Do I hit the done adding child nodes and apply again? Okay. Okay. now I'm gonna go you know, is the internet cable.
87:00
Speaker 2
if it turns solid white, now, so we can add it, okay, perfect, that's good to hear now, can you try to remove them, the internet cable connected to both of them so they can stay wireless, Oh yeah, sorry go ahead, yeah, done adding child node and then apply, okay, yeah, sure.
87:00
Speaker 1
So is there like a max number of the nodes you can actually have in the house? Like, will they interfere with each other or do they just make the system better? Like how how far do they need to be from each other? Okay. Okay.
88:00
Speaker 2
Uh, Uh, no, sure. You can have a multiple nodes in your home as long as as long as they're not near to each other so that they will not interfere with their it signals. Um, like at least 30 ft and above, like 30 to 50 ft maximum.
88:00
Speaker 1
so I walked back to the child in my master bedroom it's blinking red now yeah
90:00
Speaker 2
blinking red. cy. Okay, can we give it some time?
90:00
Speaker 1
let me see. Yeah, it's still bleeding red.
91:00
Speaker 2
All right, can you try to double check, sir, if the one that we have relocate the first child node, did it still stays, bling key red? Blinky red.
91:00
Speaker 1
Yeah, it's like, it's just blinking red really fast like the other one is, uh, that we just disconnected is doing exactly the same thing. Uh, this is the exact same location, but this is the different node. This one is the one that I've had upstairs before. But it's the exact same location. Yes, ma'am. Yes, ma'am. Yeah, it is just blinking red like,
92:00
Speaker 2
Okay. Would it be possible? Oh, sorry. Go ahead. So, originally, sir, that's the correct location for the first node that you're going to deploy. Oh, it's okay. As long as it should be the first location. Okay. So this location, all of your nodes are working fine before. Still the same there, blinking red. Okay. Um, alright. That's not, uh,
92:00
Speaker 1
the original one that we first did or the new one? Okay. Yeah, it's still blinking red. Yeah. Yes. Yes, I'ma. Yeah, it's just blinking red really fast. Yeah. Yes, it's still just blinking red.
94:00
Speaker 2
Hello sir. Hello. All right, sir, by the way, again, with the second child node that we tried to add when you removed the wire, is it still blinking red? Okay, can we try to double check also the first child node if it still stays blinking red as well? Okay. All right, yeah, sure. Now is your [silence] you [silence] We've done already all the possible troubleshooting that we can try so that we can add all of your child notes. Unfortunately, right now, it seems that it's not really letting us add these child notes. However, here's what I can do, okay? How about this, sir? For your case right now, would it be fine if I'm going to escalate the case to a level 2 tech so that they will be the one who will provide you information or do some advanced troubleshooting or check other alternative options so that they can add the child mode? Is that okay with you? Actually, you don't need to uh provide any other information because I've already documented what we have done so far, so you don't need to repeat yourself all over again. Is that okay? All right. All right. Okay, so a callback, sir, will be processed after an R. So, cuz I'm still gonna check for available level 2 techs. Okay? All right. Yes, sir. Uh, you can provide that information also to our level two teams. That's actually, uh, the last option also, like to reset your whole system so that we add it back. Okay. Um, uh, again, sir, uh, let me just confirm your email address because if by chance that they try to call you back and they're not able to, uh, reach you out, they will send you an email to confirm when is the best time to troubleshoot. Okay? So is this correct? Uh, it's . Yes. Okay. Got it, sir. And sir, is your number, it's just the best call but number you have there. It's 210-
99:00
Speaker 1
Yes, ma'am. Okay, thank you. Okay, you too. Thank you. Bye.
102:00
Speaker 2
0, 2, 5, 1, 8, 5, 8, 7. Is that correct? Okay, all right. So, uh, again, sir, I do apologize it took us too long for the troubleshooting, but then again, I assure you our level two tech will be able to test this to you further, okay? Will check alternative option so you can use your whole system in your home. Okay? All right. Thank you so much, sir. Again, this is Rio from Lynx's Tech. Expect a call back within an hour. Have a nice day ahead, sir. Bye-bye for now.
102:00