V2 Rubric Detail — c5265460-68ef-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 19:24
Duration
99m 58s
Contact
Janet Zahler
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133471
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.0% (+19.0)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through a full mesh reset, 5-press pairing, and web-based reconfiguration, restoring internet access. While technical accuracy was mostly sound and ownership was maintained, the use of incorrect terminology ('serial cable') and suboptimal communication reduced efficiency. No auto-zero triggers were present, and the outcome was a full resolution.

V1 Case Analysis

Customer's WHW03 mesh system failed after new modem install. Performed power-cycle, factory reset, 5-press pairing, accessed web UI, updated Wi-Fi SSID/password. Internet restored on phone. Customer did not receive paid-support receipt email.

Troubleshooting Steps
  • Power-cycled modem and router
  • Factory reset parent node (20-second hold)
  • 5-press reset method on parent node to enter pairing mode
  • Reset child nodes and positioned them near parent
  • Accessed local router UI to verify and change Wi-Fi settings
Key Observations
  • Agent provided incorrect router access URL (myrouter.info) for WHW03; correct URL is http://192.168.1.1 or http://myrouter.local.
  • Repeatedly gave inaccurate and confusing navigation instructions in the web UI (e.g., 'CA setup', 'scroll to bottom for CA') which do not exist in the Linksys Smart WiFi interface.
  • Collected full payment card details over the call without clear PCI compliance safeguards.
  • Misidentified the device as a range extender ('range extender now') when it is a Velop mesh node.
  • Incorrectly stated that WHW03 devices are no longer visible on the Linksys app due to firmware updates; the app supports WHW03 and the issue was likely due to setup state, not firmware.
  • Customer confirmed internet connectivity on phone, indicating a likely resolution despite poor process.
Positive Highlights
  • Correctly identified the product model (WHW03) and collected serial numbers from the customer.
  • Correctly guided the customer through the 5-press pairing method for WHW03 nodes.
  • Confirmed that internet connectivity was restored on the customer's phone.
  • Provided a transaction ID and offered to send a Wi-Fi fixes guide via email.
Agent Errors / Gaps
  • Provided incorrect router access URL for Velop/WHW series (myrouter.info instead of http://192.168.1.1 or http://myrouter.local).
  • Repeatedly gave inaccurate UI navigation steps (e.g., 'CA setup', 'scroll to bottom for CA') which do not exist in the Linksys Smart WiFi interface.
  • Handled full payment card details directly in the transcript without redaction or clear compliance protocol.
  • Misidentified the device as a range extender when it is a Velop mesh node.
  • Incorrectly stated that WHW03 devices are no longer visible on the Linksys app due to firmware updates.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet access on phone and laptop, nodes showed solid blue/green; agent completed Wi-Fi reconfiguration and verified connectivity.
R2 Met Diagnostic thoroughness conf 90%
Agent performed factory reset, 5-press pairing, LED observation, web interface access, and SSID/password update — all relevant to re-establishing mesh functionality.
R3 Met Correct resolution path conf 95%
Devices were OOW; agent offered paid support and proceeded with full troubleshooting instead of dismissing, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified solid red LED and lack of connectivity but did not verify modem status, WAN connection, or ISP authentication (e.g., PPPoE) before resetting.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used 5-press and web UI appropriately, but incorrectly referred to 'serial cable' instead of Ethernet and gave unclear navigation steps in UI.
T3 Partially Met No misinformation conf 80%
Most guidance correct, but 'serial cable' is technically inaccurate; no existing KB or model uses serial for node backhaul — should be Ethernet.
Communication
C1 Partially Met Clear & professional language conf 80%
Set expectations on paid support early, but call had long silences, repetitive instructions, and struggled with UI guidance clarity.
C2 Partially Met Confirmed understanding conf 75%
Used technical terms like 'connectivity,' 'firmware,' and 'report' without checking understanding; repeated complex steps without simplification.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership from start to finish, processed payment, performed full setup, and did not transfer or abandon the case.
O2 Met Proactive follow-through conf 90%
Provided clear next steps: reset nodes, wait 3–5 minutes, relocate, and change Wi-Fi settings; also promised receipt and transaction ID.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved within the session.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Apologized for warranty limitation but did not acknowledge customer’s frustration over repeated resets or app failure.
X2 Partially Met Tone & rapport conf 75%
Maintained consistent pace and tone despite customer confusion and repeated 'hang on' delays; did not adjust for visible difficulty.
X3 Partially Met Overall experience conf 70%
Customer repeated serial numbers and performed multiple resets; agent could have streamlined steps, but did guide to resolution without unnecessary holds.
Call Transcript144 turns · 165 lines
Speaker 1
Yes, do you want my serial number first? I uh I recently [ silence ]
00:00
Speaker 2
Welcome to Linksys support. For in-warranty products, our support team is available to help you diagnose issues, as well as performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number and model number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, please have your device's serial number, model number and contact information ready. If unavalauble, kindly call back later. For out of warranty products paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. This is Regina. Can I help you today? Can you please let me know what you're concerned all about?
00:00
Speaker 1
I bought a new modem and I'm trying to get the Linksys Wi-Fi system re-hooked up because of the, I'm just having issues I can't even go to the IP address and follow it through through all the other directions so right now I am without three nodes because I bought a new modem because the other one died. So I believe so for this system. I had another Linksys system a while back and I did call for support one time way back when. I am. First name is Janet, last name is Dollar, spell A-N-I-E-Z.
01:00
Speaker 2
[silence] What is this your first time calling up for support? Okay. So, for this mesh system, this is your first time contacting Linksys for the support and are you calling from United States? May I know your first name and last name, ma'am? J. Meier.
01:00
Speaker 1
speaking] No, my last name is Zoller. That's Z like Zebra. A I H LL R. Yes. six one four, four, four one, three six six zero. J R Z A.
02:00
Speaker 2
Okay, so your, your first name is Janet, J.A.N. E. T. your, last name is Annick, A. N. E. K. Okay, Janet, Zeller. And your, callback number? And your email address, ma'am.
02:00
Speaker 1
HL E R at hotmail.com.
03:00
Speaker 2
j for Juliet r for Robert z for zebra a for alpha h for Henry l for Lima e for Edward r for Robert at hotmail.com r r for Robert and you mentioned also you mentioned earlier that your linksys devices are three three nodes can. [trunde] can. [trunde] can we provide. [trunde] go ahead can we provide the serial number of the parent node? yes
03:00
Speaker 1
0. J 2 0 M 3 3 3. Three. 3 3 2 2. Now, be like boy. Correct. Yes. And it says v one after that.
04:00
Speaker 2
Julia zero m for Michael, 33c for Charlie, 3322. So it's three, not see for Charlie, but B for boy. Okay, so the model number of your Linksys nodes are WHW03. And who is your, so you have new.
04:00
Speaker 1
That are I have no I still have the current internet provider. I had to purchase a new modem because my old one just died. Got old. Spectrum. [silence] [silence]
05:00
Speaker 2
No, internet service provider and new modem. And who is your internet service provider? Okay, now, before we proceed, I would like also to set expectation, Janet, regarding of your Linksys devices. Okay, since it indicates in our system that your routers are no longer under warranty. I really apologize that live support is no longer available. However, we have paid support, so which means I can still assist you setting up your Linksys mesh devices again, but then you need to pay 15. 15 dollars, and it's good for 60 minutes.
05:00
Speaker 1
thank you, I can pay $15. oh yeah, the modem was already set up and one of the links is not working but I was following the app through and it told me to reset it and that's what messed everything up. uh, what's... I'm sorry, say that again. it's red.
06:00
Speaker 2
minute of troubleshooting. Okay. So give me two to three minutes minute to prepare my tools in my end. And by the way, is your modem is already set up. So what is the current light indicator of the main router or the parent node? The light indicator of your Linksys devices? Solid red. Yeah, because I will set an expectation on Janet that we really need to reset and reconfigure your Linksys mesh system because this new modem is no longer recognizing your Linksys devices since it was configured.
06:00
Speaker 1
Correct. That's where I thought I was and then it was working and today connected the main the parent node connected and when I was walking through the Link Synx app it told me to reset everything and that's when I lost it all. Correct. Yes. [silence]
07:00
Speaker 2
By the older modem. So you really need to go back from scratch or from the beginning to set up your Linksys mesh system. Okay? [silence] Yes. And by purchasing this service, Janet, you need also to agree that it's one time. It's non refundable technical support session lasting up to 60 minutes. So if we are unable to resolved your issue or determine that your product is defective, so no refund or replacement will be issued. And this paid service is for troubleshooting only and does not include any follow-ups. Shensike.
07:00
Speaker 1
Frank uh Janet Z like zebra uhler and there's a middle initial of R like Robert. Five, Four, Two, Four, One, Eight, One, Five, Three, One. six one five six eight one eight four three. One one two eight. uh the first four digits. Five four two four. then one eight. and then it's one eight one six. and i think you have it after the first four.
08:00
Speaker 2
and the two digit expiration for the month and year. Okay, so let me just confirm your card number Janet. It's [REDACTED_PAYMENT_DIGITS] Okay, and just Yeah. How about the Mm-hmm. Yes. And the security code?
09:00
Speaker 1
I gotta get better light looks like three seven five correct yes
10:00
Speaker 2
3.75 And your email for the receipt S J R Zoller Hotmail.com Let me just send you a receipt before we proceed.
10:00
Speaker 1
Okay. I'm looking. Yes. Hang on a second. Does it come through as Lensys? Okay. Hang on. I make sure to ensure that it's not spam for me. It says PayPal.
11:00
Speaker 2
Okay, so I just sent their receipt. Janette. And let's check. Yes. PayPal. It's processed by PayPal. Yeah. $15.
11:00
Speaker 1
Did you have the correct email address? It's not showing anyway. Yes. [ silence ]
12:00
Speaker 2
Okay, let me just verify it using phonetics. So it's J for Juliet, R for Romeo, Z for zebra, A for alpha, H for Henry, L for Lima, E for Edward, R for Romeo at hotmail.
12:00
Speaker 1
correct there is just running slow i do you say you're saying it to PayPal okay so let me see touching anything PayPal all right let me check things I've been just running slow yes okay could yes it is [silence]
13:00
Speaker 2
hot mail.com You can also try to check your spam or junk. And make sure also that you have Internet connection. Yeah. It is processed by PayPal from Lynxsys. and of course, while waiting for the receipt, Janette, we can also proceed to reset and reconfigure your Lynxness device then. Is the main router currently connected to the new modem? So make sure the Ethernet cable
13:00
Speaker 1
It is, and I also made sure it was a new Ethernet cord and that it is securely plugged in. For 20, okay, hang on. Cuz it told me 10 on the uh, the manual, not the manual, but when I was walking through on the app.
14:00
Speaker 2
device is plugged in from the modem to one of the ethernet port of the main router. Okay. Can you press and hold the reset button of the main router for 20 20 seconds? Yeah. Yeah, but due to the firmware updates, these devices are no longer visible on the Lynx app. So to manage these settings or the router settings, you really need to access the web interface. Don't worry about that. I can assist you on how to do it. But, for the meantime, the Links app is no longer p.
14:00
Speaker 1
Okay. All right. And Yes. And yes, I'm just waiting for the light to come back on. It's still dark. It's not.
15:00
Speaker 2
This WHG03 are no longer visible on the Linksys app. That's why you're having issues connecting this one on the application, Linksys application. But did you press and hold the reset button of the router for 20 seconds? Okay, so what is the light indicator of the range extender now? Sorry, the main router.
15:00
Speaker 1
I'm not sure if they're supposed to be near, the other two child notes, not plugged in, near the parent note. [silence] Okay. Well, I have the two child nodes sitting very close to the parent node plugged in. That was why I was wondering. [silence] Right. They are.
16:00
Speaker 2
Okay. Release and wait for the light to turn solid red. Okay, for the setup process, it's really recommended to move the child node closer to the parent node or in the same room. But for the meantime, Janet, let's just try to set up the parent node first before the child nodes. Okay. Can you please place the child node about two or three feet apart from each other and also from the parent node? And make sure they are all plugged in directly to a power outlet, not to a power strip.
16:00
Speaker 1
The light has not come back on on the parent at all. The parent node is still black cuz the light has not come on. It's still dark because I've been through this process. It's not on. So I reset it. Hit the reset button again. No light at all. It was w Yes. It's Alright, my man. The line is on, correct? Yes. The line is on. [silence]
17:00
Speaker 2
So they are two, two or three feet apart from each other. Try to cover the light indicator with your hand. No, no need. Try to cover it with your hand if it is blinking or no light at all. It must be faded. It is it on? It's hard to check the switch to toggle it on. Yeah, make sure it's on.
17:00
Speaker 1
There you go, now I got a Blue, solid Blue, dark. Now it's kinda like fading in and out, dark blue. And it's still flashing, fading in and out.
18:00
Speaker 2
Okay. But did you already release? The reset button, you can also reset the.
18:00
Speaker 1
All right, I got one with the child. It moves. The parent moves is red. Fall it. Let me get the other to. All right.
19:00
Speaker 2
Yeah, you can also reset the other two nodes. So make sure they are all reset. Press and hold the reset button for 20 seconds. And make sure the light indicator is changing. Okay, so let's just wait for the child nodes to reset. And they should turn to solid red.
19:00
Speaker 1
all right.
21:00
Speaker 2
G dispositions? All right. So let's just wait for the third one. [silence] It's okay. What is the model number of the third one? [silence]
21:00
Speaker 1
The model number
22:00
Speaker 2
Yeah. What is the model number? The model number of the third one? Okay. It's okay. They're all ready for setup. So, go to the parent node or the main router. Then, press release the reset button five times within five seconds. Not too slow, not too fast, I don't know. So, press release, press release, press release, press release, press release. Notice the light indicator of the parent node now.
22:00
Speaker 1
Now it's flashing. Yes. Now, it looks, it's orange solid. Okay. It just went blue. Now it's fading in and out blue. Yes. Uh-oh. Okay. Okay.
23:00
Speaker 2
[KEEP_UNCERTAIN] Blinking Okay. Which means It setting up It turns a solid red or blinking? Blinking blue. Okay. So it's setting up. So we need to observe it for three to five minutes. Okay. Let me know also once the child notes or start blinking Thank you [silence].
23:00
Speaker 1
Stating in and out red, the parent node.
24:00
Speaker 2
That's okay. It'll take three to five minutes for the links nodes to set up. [silence]
24:00
Speaker 1
[silence] You want then a smaller number of the areas. All right. Now, I'll take a picture of that so I didn't have to keep pulling things up.
25:00
Speaker 2
keep on blinking red. can you provide, do you have the option, ma'am, to provide the model number of the new modem? can I check the model number of the new modem? [silence] yeah
25:00
Speaker 1
All right. Model number is S like Sam, B like buoy, Z like George, one, zero. It's off. No, off. No color, off, no light. No, it's dark, there's no light. Yes, no light.
26:00
Speaker 2
What is the light indicator of the parents nodes? I can it's light indicator but blinking red will be covered it with your hand so early here it's keep on blinking but right now the light went off so even if you cover it with your hand on the top of the lights.
26:00
Speaker 1
No light. One pink, one red. Solid. Plug it out. One of the others. Okay. Yes, hang on. I'm going to get there. Sorry. Oh, my cords are all wrapped up. I don't
27:00
Speaker 2
the indicator on the router it's stills light no light. But as far as the light indicator of the child nodes? Okay, how about this one, Janet? It seems like we have issue with the parent node. How about we swap that? Yeah. And kindly provide the serial number of the new parent node.
27:00
Speaker 1
Cords on these things. All right. Here, let me change the output plug- re- plugs. Should I take the one that has the pink light or the red light, or does it not matter? Pink one. All right. All right. Yeah, hang on a second. Both of them seems closed. All right, let me hook up the ethernet here real quick. And I'll give you a new serial number. Which one is it? Hang on. You just want model number?
28:00
Speaker 2
the pink one. And then can we turn off the original parent node that shows no light at all. The just
28:00
Speaker 1
[silence] Or do you want the actual, the serial number on this one? Hang on, I've got I've got to see which one it is. Give me a light here. Uh, cereal on this one, okay, let me see, that's the three, three, two, seven, nine, seven, hang on, I wrote all these down so I could see 'em a little better. All right, this one is two zero. J like Julia, two, 0. M, like Michael. Three, three B, like boy. Three, three, two, seven, nine. It is. And the light on that is blue. And it's fading in and out. Now it's pink. And the other one's still solid red. Correct. It's unplugged. All right. Let me get there. Hang on. [silence]
29:00
Speaker 2
Okay, that is already plugged in directly through the modem. It's still booting up. So we just wait for the light to turn solid purple. Okay now, and then the other child node is still solid red. And while the original parent node is currently turned off, okay, so let's proceed to press release, the reset button of the new parent node, five times within five seconds. Not too slow, not too fast. [silence]
30:00
Speaker 1
All right. Hang on. I'm trying to. Five times quick. All right. Look it back over. It's like a light pink. Pink, flashen. All right. Silence.
31:00
Speaker 2
Okay, so let's just wait three to five minutes again for the setup process.
31:00
Speaker 1
Mother node, the parent node is blue and the child node is blinking red. Yes.
33:00
Speaker 2
Okay, are both nodes are blinking? Okay, the parent node is now solid blue. Okay, can we hook up a device to your Linux network? So, using your phone, connected to the default name and password is labeled on the
33:00
Speaker 1
All right, hang on. Do you want me to see that it's one of the networks, correct? Hang on. The light is not great. This one is... I'm looking for it. EF3. Yeah, EF3 does show a signal on my networks. [silence] Do I see multiple networks? Yes, EF3 shows a signal. Only on one network. One network? My network.
34:00
Speaker 2
Bottom of the parent node to check if you can access the internet with silence your wi-fi network and wi-fi password. Wi-fi password labeled on the bottom of the parent node. okay connect a device to your wi-fi name and enter the wi-fi password silence
34:00
Speaker 1
Okay. So you want me to go to the VLOPP Set up EF3, is that what you're asking me to do? All right. You know, one second here. I'm getting it in there. All right, make sure I got the right one. I'm sorry.
35:00
Speaker 2
Yeah, that's why you need to verify your WiFi name and WiFi password label on the bottom of the parent's node. [silence]
35:00
Speaker 1
Please say, I'll just put in my other, I think. [silence] I got to put it down there. I cant. [silence] I'm sorry one second. Got that. No, one second. I'm sorry. Try again. I'm I just I'm it says not working minor read it god, let me try now. I had took me that long to try to get getting internet in there. All right. 1. Mass miss network, I guess, is that what I need to do? I need to Try that, So I I need password, all right, let's hope this works. All right. Right now it's showing that it's my network. All right. But-the- I went back to my default Wi-Fi with the Aries. But I did put the password in. Are you there? I did. I put it in there and it took it. Now do I want to permanently join that network or I just stick with the main name, modum? The Aries one. And even though I didn't make this my permanent.
36:00
Speaker 2
Okay? Make sure to use the Wi-Fi password labeled on the bottom of the parent note. Okay, so you can access the internet. Now you need to join. Do not connect with your e-wrist. Make sure you're connected to your Linksys network. [silence] [silence] Okay.
41:00
Speaker 1
I'll put it in again, for some reason I didn't take it.
42:00
Speaker 2
The local ISP, nás, labels on the bottom of the parents now to connect. [silence]
42:00
Speaker 1
just typing it wrong alright. All right, try again. Please tell me if not able to, it is up. All right, this is the E top set of EPS for just a second. Okay. All right, it's the primary. Are you there? It's a blue and the child knows like an off blue green. It's like an aqua green. Well, now I go. Yeah, hang on.
44:00
Speaker 2
Yes, until here. So, it is the light indicator of the parent node. Janet, is it solid blue still? Solid green. Aqua green. Okay, which means it's working. And when you try to connect a device to your Linksys network, you can access the internet or you can browse, right? Make sure that you are
47:00
Speaker 1
Okay. So, hang on. Looks like I can. Yeah. On my phone. It's working on the phone. Yeah. That's great. All right. All right. Okay. Let me write this down. This is the new parent. Make sure I have this wrote down so I'm not forgetting. And this will be the new child.
48:00
Speaker 2
Okay, and yeah your phone is connected to underscore setup, which is your wifi name labeled on the bottom of the parent node and you enter the wifi password.
48:00
Speaker 1
All right, one second. Let me get over there. Correct. All right. Yes. There. Check, make sure the bone is pulling in tight. And it's flashing dark blue. Raw. Solid blue. Solid dark blue. It is.
49:00
Speaker 2
So, let's try to figure out if this device is still working to set up this one as a child node since we already have a new parent node. [silence] So, it is going to plug into a wall outlet and check if there's a light indicator next to it. [silence] It is now solid blue.
49:00
Speaker 1
I'm sorry. 20 seconds. Okay. Silence. Silent. Okay, I'm sorry. Okay.
50:00
Speaker 2
okay, can we use a pin, a sharp object to press and hold the reset button of this node? Yes.
50:00
Speaker 1
I'm using my finger. I don't know. All right. Yes, it's like a greenish blue like the other one. Now it looks like it's... dark blue. All right, hang on. Okay. This one is... Want me to see if it shows up on my phone? [silence]
51:00
Speaker 2
9. Dobe it have a pin? [ silence ] And the light indicator's changing. [ silence ] red win th tof Afro blue didn't blink blue. [ silence ] Okay, check if the Wi-Fi name, [ silence ] the default Wi-Fi name of this node is broadcasting. [ silence ] What is the default Wi-Fi name of this node? Yeah. [ silence ] What is the Wi-Fi name of this node? Yeah. [ silence ]
51:00
Speaker 1
This one is... Uh, this is the Velop setup, F. F like Frank, 66. So hang on, let me get a... Bear to the internet access again. Find settings. All right, it's looking. Yes, F6, 666 is showing up. It looks like solid red.
52:00
Speaker 2
[silence] Develop setup letter S for Sam six six. [silence] Is it broadcasting or not? [silence] Okay. What is the light indicator of this node? Is it solid red now? Okay. So kindly press release the reset button of the parent node five times within five seconds to set up
52:00
Speaker 1
all right did that right get that angle all right I just got my five in looks like it solid blue parent node or a child node it's for solid blue [silence] it's solid blue [silence]
53:00
Speaker 2
Yeah. Not too slow and not too fast. So, what is the light indicator of the parent node? It blinked for a few seconds. Is this node start blinking? No, the one that we just reset. Okay, the parent node.
53:00
Speaker 1
It's solid red. No, that's probably about three feet. I'm, maybe not far enough away from the other child. Now let's try and move it a little further. All right. All right. Okay.
54:00
Speaker 2
The solid blue, how about the node that we just reset? It doesn't blink at all. How far it is from the parent node and also from the other node. Then kindly perform the five-press method again to the parent node. Press and release the reset button five times within five seconds, not too slow, and not too fast.
54:00
Speaker 1
All right. Teacher, pink? Fashion? I think a light pink. Yeah. The other child, no? It's dark blue fashion. All right. The other child, no? It's dark blue fashion. All right. Yeah, it's like a green blue.
55:00
Speaker 2
That is the light indicator of the parent node. How about this node. That we are trying to set up? Okay. so they are both setting up. So let's just wait for this one to turn solid green or solid blue. Three to up to five minutes. And the other one is still solid green. How about that? No response. So and the other one is still
55:00
Speaker 1
I probably would. Yes. um get the, the child note is solid red. all right. Okay. Let me get two. all right. So, where I'm, in front of a laptop. Where do you want me to go? Okay. So, put the new and let me get the new Wi-Fi in there then. Hang on. Let me get that. this is the reading but
56:00
Speaker 2
And would you like also to change your Wi-Fi name and Wi-Fi password? Okay. Can we prepare a laptop or a computer to do the process? Keep on observing it. Okay. Grab your laptop and make sure it is connected to the parents'
56:00
Speaker 1
router the original I'm sorry original modem let me change that up [silence] It is. hang on a minute. I'm putting a passcode in. all right. Laptop is verifying .
57:00
Speaker 2
Okay, and the parent node's still solid blue.
57:00
Speaker 1
all right. [silence] I'm sorry, I'm sorry. I do. All right, hang on. I do.
58:00
Speaker 2
[ silence ] And what is the light indicator of the node that we are trying to set up that possibly defective? Is it solid red? Though you have an extra Ethernet cable, Janet, which we can use to plug this node directly to the parent node.
58:00
Speaker 1
you want me to move it closer to the parent node or keep it as far away as possible?
59:00
Speaker 2
wired it. Using an extra, a serial cable, plug the other end to the a serial port of the parent node to the Internet port of the child node, the node that turns to solid red. Sorry? Yeah. move it something to. You fit. I can check the light indicator. Okay. So where did you plug the a serial cable? To one of the a serial port of the parent node to the Internet port? Yeah. How about the a serial cable, sir?
59:00
Speaker 1
it's N and that. It's on the first one on the tile. Let me make sure they go inside. Hang on. Yeah. Yeah. Because it's on the, it's on the other port on the parent. So yeah. Hang on. All right. Yes, now they have the same port, connected.
60:00
Speaker 2
Sorry, where did you plug in the ethernet cable of the child node? Is it to the WAN or internet port? Try to transfer it to the other port of the child node. I guess there are two ports on this device. And what is the light indicator of the child node? OK, proceed to reset this one using the web interface. Press and hold the reset button of this node that turned to solid green for 20 seconds using the image. [silence]
60:00
Speaker 1
Play. All right. All right, that's blue. Dark blue. Correct. All right. I'm getting nowhere. Okay, I'm in.
61:00
Speaker 2
Okay, let's proceed to access the web interface. So your laptop is connected now to your Linksys network. So kindly open a browser such Google.
61:00
Speaker 1
there not on Google does that matter which web browsers I'm in Google first all right and hang on all right all right where I met really I don't have Google on here I don't use it Open link new tab. let's try that. [silence] All right. No, I don't want Chrome. I got Google up and running. Okay? Okay. Just asked me about login admin. Is that where I want to go? Okay? It says router configuration Transcribing.
62:00
Speaker 2
Okay. So on the address bar, Janet, kindly type 192.168.1.1 Yes, login admin.
63:00
Speaker 1
to access the admin panel, type that same address he gave me in the address bar. We just did that. Okay, I'm there. Comes up to download the links he's at,
64:00
Speaker 2
Sure, you will be prompted to, okay, click the picture or the image of the two phones, Janet.
64:00
Speaker 1
Okay. It's loading. Alright, so sign in. Okay. Let's save your password. I remember this. I am actually in the tools. I've been looking for this forever. Yes. activity. Okay. It's loading.
65:00
Speaker 2
yes admn or admin lowercase a D M I N to sign in So are you on the link to Linksys Smart Wi-Fi tools again, then the network status is connected Okay Click connectivity.
65:00
Speaker 1
Okay, one minute. Okay, so we'll minute. Uh, Oh, I am in the, um, basic internet setup, local advanced admin. Now, if you build up this is basic. Internet settings. Is the next one. Uh, you thinking about the tabs at the top, correct? What are you talking about? On the side? I, at basic internet settings.
66:00
Speaker 2
again then select CA, router setup or Velop setup. How are you on the connectivity? How about CA setup or Velop setup? Okay. On the last option, in line, yes, on the top. What are the options on top?
66:00
Speaker 1
Local settings, advanced routing and administrative. Right. Hang on. Is it in one of the boxes or on the left side? Because I'm not seeing that. Oh. Okay. So, like in a footer. I see it.
67:00
Speaker 2
Okay, click okay, go back to the main page and then scroll down. On the very bottom. So, you can see small options on the very bottom of the page, links to Linksys Smart Wi-Fi tool. Caleb, look for the two caps lock letters, C A like California. [silence] On the very bottom. It is not part of the options above. [silence] Scroll down. [silence] On the very bottom. CA. Yeah. then go back to tonectivity. All right, let's go back.
67:00
Speaker 1
Okay. I hit applied and you're okay. It flashing red. [silence] I'm, I'm. [silence] Okay.
69:00
Speaker 2
Okay. It's, it's okay, sir, since it will take three to five minutes for a router to set up. And you're still on the Linksys Smart WiFi Tools, right? Okay, go to troubleshooting, sir. Janet, go to troubleshooting. [silence]
70:00
Speaker 1
All right, we're troubleshooting. Just waiting. Oh, you're saying. All right, let's pull it. You want I'm sorry, we lost me here. Would you want me to pull out the report? Oh, OK. router information, firmware version. OK, you want a number or off of that? That's 2.1.1. [silence]
71:00
Speaker 2
and then you're currently on status right okay click report below devices and then the word report click report okay and kindly provide the firmware version okay troubleshooting status click report yes
71:00
Speaker 1
1, nine, 2009783.
72:00
Speaker 2
is it two 0.1 point 19,0209783. What is the light indicator of the child node? Okay. Keep on observing it. And then click okay. Click okay, Janet. Go to Wi-Fi settings. And then change your Wi-Fi name and Wi-Fi password. So you can see 2.4, 5 and another 5.
72:00
Speaker 1
All right. So I can change the Wi-Fi name now where it says the V Lop setup 3 E. Okay. Can I remember what the last password was from the previous. It's listed separately on here. I have a 2.4 gigahertz. Yes.
73:00
Speaker 2
Same Wi-Fi name and Wi-Fi password. Okay, let me just may I ask this one. Can you still remember that you separate the bandwidth for the 2.4 and 5 gigahertz band before? Now, can you still remember. No, I have you remember that you separate the bandwidth for the 2.4 and 5 gigahertz band. Yeah, but before, is there a devices that recommend to connect with the 2.4. Okay, you separate the bands before, which means you have different Wi-Fi name for the 2.4 and 5 gigahertz band before.
73:00
Speaker 1
Well, it's listing all three of them. It's got a 5 gigahertz, 1 and 2 and the 2.4. It might be because the- go ahead. So all the bandwidths make them all the same. Okay. Okay. Gotcha. All right. All right. Hang on a second. [silence] If I erase it first.
74:00
Speaker 2
Okay, so just you can change your Wi-Fi name and Wi-Fi password, but make sure to change the same. So for the 2.4 and 5 and then other other other 5 below, make sure they are all the same. Yes, same Wi-Fi name and Wi-Fi password.
74:00
Speaker 1
All right, let me write this down real quick. Let me get those in the all of this. Okay.
75:00
Speaker 2
You can also take photo. Make sure the 2.4, 5, and the other 5 have the same Wi-Fi name and Wi-Fi password.
75:00
Speaker 1
All right, everybody's got the same one. Now you want me set up a pass word for everything? No, just the names. Let me get the pass words all written down there, too. All right, one second.
76:00
Speaker 2
Have you already changed your Wi-Fi name and Wi-Fi password? Yeah, please go ahead also to change your Wi-Fi password.
76:00
Speaker 1
[ silence ] Oh, you sure I got characters in here? [ silence ] Uh, uh, yes, uh. Uh-huh, I am. Do that, OK. OK. OK, the router is applying the changes. I'm going to hit OK. And... configuring. Calculating, waiting. Yeah. Yeah. Yeah, all right, we meant router not found. You are not connected to your router, check using the wireless connection, check the wireless feature. If connected, it went and bounced back. Okay. Wait a minute. Cause it keeps giving you that error that bounces back to the settings. All right. To disregard the not found. All right. Oh, on the computer. Okay, hang on. All right.
77:00
Speaker 2
yeah, reconnect. Go to the Wi-Fi settings. Select your new Wi-Fi name and enter your new Wi-Fi password to connect. [silence]
80:00
Speaker 1
[silence] All right it's trying to connect. [silence] It's still connecting on the laptop. [silence] it's still trying to connect hmm, I don't know why it takes so long. All right, it's on. It's the same as the second one, that blue green. Okay, so go ahead and move me where I want them. That's what you're saying.
82:00
Speaker 2
And what is the light indicator of the child nodes? Okay, relocate all the child nodes and then wait three to five minutes for them to turn solid blue and solid green again. Grab all the two nodes, yeah.
83:00
Speaker 1
give me a moment here and I will put them where I need them to be. I got unhooked the job from the big one, so hang on a second. one second Okay, you can start booting up. Okay, I got a blue coming on, still checking on, I got one already on the blues, kind of the second one. I'll check on the other one here, real quick. Sorry, I've been waged between spots in the house. Okay. Let me check them all real quick now. All right, I got blue green, a one. I got one flashing red.
84:00
Speaker 2
So, they're all solid green and solid blue.
88:00
Speaker 1
this one is the FCA the one I did not have problems with downstairs make sure it looks right. This is the let me get my light on it all right I get the flashlight on here okay the last five of the serial number is 33322 [silence]
89:00
Speaker 2
which note? What is this? What is the serial number, the last five digit serial number of that node? Is that the node that we wired earlier? What is the last five digit serial number? Okay, that's the node that we wired earlier.
89:00
Speaker 1
it is, I didn't think it was. Yes, let me make sure it's tight. Let me check the other outlet. I'm going to bounce it to the other one in here. See what this one does now. I put it in the other outlet. Now it's blue. Let's see what it does. Flashing blue.
90:00
Speaker 2
And it's still, is it plugged in directly to the wall or power outlet? very
90:00
Speaker 1
Go flashing blue. almost straight above it now it's flashing red. so this actually should be the closest one to the mother node, the parent node.
91:00
Speaker 2
and how far it is from the parent node. It might be too far. It's closer. And just keep on observing it. [silence] Just wait three to five minutes.
91:00
Speaker 1
All right. Now I went to green, not green blue. Yes. Yeah, I've got internet on my phone, leaving your shirts searching, not the other.
93:00
Speaker 2
Well, there's......Okay. There's......Solid green there. There. Green. [silence] I'll leave this up here. There's...Okay. It is currently solid green. And then check your devices. You can access the internet right? There's...The TV is set to cable. [silence] Could be a problem with the modem. [silence]
93:00
Speaker 1
Yeah, I'm, I'm online on the phone. Let me make sure the other one's still green. I got downstairs. Yeah, it's all it green. And the laptop on time here. Open another tab. Let's see. I'm on this one. Okay, that's correct. Okay, it looks like, looks like everything's working. I don't think so. So if I have another issue, I primarily with the parent node, um, I reset it first 20 seconds, then I wait for the color to come up and make sure everything's working. And then I rehook up the, um, sorry, the child nodes the same way, the 20 seconds and then once I got everything on there 20 seconds, then I do the parent node, five times, not too fast, not too slow, correct? Okay.
94:00
Speaker 2
Is there anything else that I can help you with? Yeah. But you can also feel free to visit our support.linksys.com for the helpful tips and guidance, so support.linksys.com. We have also [silence]
95:00
Speaker 1
Okay. All right. Um, Let me make sure and I'm going to look quick, make sure I got that receipt. Russell fast now, maybe it's there. [silence] I'm still not seeing the receipt elsewhere. I'll just check in My Check mail real quick. Make sure it didn't end up there. I never got the receipt. That's weird.
96:00
Speaker 2
Linx is A, I agents for your guidance. Okay, so is there anything else that I can help you with? Oh, try to refresh, refresh your email. Check your spam or junk.
96:00
Speaker 1
[silence] Did not get that receipt, that is weird. No, not at all. All right, k. Forkite. I'm Steve or Charlie. [silence]
97:00
Speaker 2
Okay. So you got the receipt? [silence] Okay so, let me just provide your transaction ID. So are you ready to take down notes? So it is: 8k for kite. C for Charlie six two four one 8 K for kite. C for Charlie. 6 2 4 1 8 R for Robert. 6 6 2 8 7 5 1 3. So let me repeat. Your transaction ID for this paid support is 8 K for kite. C for Charlie. 6 2 4 1 8 R for Robert. 6 6 2 8 7 5 1 3. And your paid support session Janet is now complete. So we've provided troubleshooting and the issue has been resolved. As this is one time So, non refundable sessions. Further support would require a new paid session, okay? And as I mentioned earlier, feel free to visit sport.com for helpful tips and guidance.
97:00
Speaker 1
[silence] I appreciate all your help today. Thank you very much. Okay. Ext. Okay. [silence] Can we verify my address one more time? My email address? [silence] since I didn't get. Can we re verify my email address? Uh-huh? Yes. Uh-huh. All righty. I appreciate all your help. Thank you so much. You too. Bye-bye.
99:00
Speaker 2
i can't okay you're welcome janet then i will also send our wi-fi fixes service guide via email so just wait three up to five minutes after this call for the email instructions for future purposes so thank you so much janet and have a great day sorry okay yeah j for juliet r for romeo z for zebra a for alpha h for henry l for lima e for edward r for robert at hotmail.com okay you're welcome janet and have a great day bye for now
99:00