V2 Rubric Detail — c5a280f0-8044-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 12:00
Duration
59m 54s
Contact
343-204-2936
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00137244
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.86/5
Overall55.6% (+19.6)

V2 Grader Summary

The agent demonstrated ownership and set clear next steps (callback within 5-10 minutes) but failed to resolve the connectivity issue, leaving the router in a solid red state. Technical accuracy was compromised by incorrect LED state descriptions and misuse of the 5-press procedure. Communication suffered from inefficient guidance and unnecessary customer repetition, resulting in a partial resolution due to unresolved technical closure.

V1 Case Analysis

Customer reports MX2000 Velop mesh nodes showing red/orange LEDs and no internet. Agent performed resets, 5-press pairing, modem reboot, and attempted router UI access but provided incorrect technical guidance. Issue unresolved; callback scheduled.

Troubleshooting Steps
  • Collected serial number and model.
  • Instructed reset of main node (press & hold until solid blue) and 5-press pairing.
  • Rebooted Rogers modem.
  • Accessed router web UI (http://myrouter.local) and attempted WAN IP release/renew.
  • Tested alternate node as parent after moving closer to modem.
Key Observations
  • Agent provided materially incorrect technical information: claimed MX2000 requires a complex admin password (e.g., 'admin1X1*') when default is 'admin', contradicting KB.
  • Gave contradictory reset instructions (press-and-hold vs 5-press) without clarifying context/purpose, confusing the customer.
  • Incorrectly described LED colors (referred to 'solid pink', 'purple', 'orange') while MX2000 only uses blue, white, and red.
  • Failed to verify modem WAN status or attempt direct modem-to-computer connection to isolate ISP issues.
  • No warranty/support eligibility discussion occurred despite unresolved issue requiring follow-up.
Positive Highlights
  • Collected device serial number and model early in the call.
  • Attempted to guide customer through standard web UI access (http://myrouter.local).
  • Offered concrete next step (callback within 5-10 minutes) rather than ending call without plan.
Agent Errors / Gaps
  • Provided false technical information about admin password requirements for MX2000.
  • Delivered contradictory and confusing reset instructions (factory reset vs 5-press pairing).
  • Misdescribed MX2000 LED colors and their meanings, causing customer confusion.
  • Failed to verify modem internet connectivity via direct computer test.
  • Did not document case number or discuss warranty/support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with router still showing solid red and no internet; agent only offers a callback without resolving core issue.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent walks the customer through resets, power cycles, web UI login, release/renew attempts, and node reconfiguration, but steps are confusing and do not lead to a fix.
R3 Met Correct resolution path conf 90%
Agent correctly identifies that the problem may be with the ISP/modem and recommends contacting Rogers or testing with a wired computer, rather than dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent notes symptoms (red LED, no internet) and asks about modem and cables, but does not systematically verify DHCP, WAN status, or IP address until later.
T2 Met Appropriate tools / resources used conf 90%
No special tools were required; the agent uses appropriate web UI instructions and basic troubleshooting steps for the scenario.
T3 Not Met No misinformation conf 95%
Agent provides materially incorrect technical information: claims the MX2000 should turn 'solid pink or purple' during reset (should be solid blue) and incorrectly instructs 5-press reset for configuration (5-press is for diagnostic escalation only).
Communication
C1 Partially Met Clear & professional language conf 87%
Agent attempts to guide the interaction but loses direction during long silences, repeated miscommunications, and unclear transitions between steps.
C2 Partially Met Confirmed understanding conf 85%
Agent uses empathetic language but delivers complex instructions (e.g., URL entry) without consistent confirmation checks, leading to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case throughout, does not transfer, and commits to callback despite technical difficulties.
O2 Met Proactive follow-through conf 96%
Agent clearly states callback option within 5-10 minutes with specific timeline and number confirmation.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history referenced or observable.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue remains within L1 scope (connectivity troubleshooting).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent repeatedly acknowledges frustration ('I understand ma'am'), validates urgency, and maintains composure under pressure.
X2 Partially Met Tone & rapport conf 86%
Agent attempts to match customer’s emotional state but uses a repetitive, mechanical tone during technical steps, reducing engagement.
X3 Not Met Overall experience conf 93%
Customer repeats serial number, model, and cable details multiple times; agent fails to record or reuse information, increasing effort.
Call Transcript108 turns · 114 lines
Speaker 1
Welcome to Linksys support. Twister. [silence] Hi. I'm having some issues with my Linksys box. Um, the I have like a router or like I have the the three routers on each floor of my house. So, yesterday, I had like a bit of an issue with Rogers uh with my Rogers uh internet, but now the internet, they checked, the customer service I called them, they checked the Rogers like the internet and everything is fine. The network is gone from my, um, like, the network is not showing up from my, um, likelike, from my settings on my phone. What I'm trying to do right now is I'm trying to connect, like, the router that I have in front of me. It has a blue light on top of it. Like, everything is connected. [silence] Like, the the lights on in the routers. There's a green light and a blue light. And I know that the blue light is the one for the like the Wi-Fi, um and everything is connecting. And I think like the problem is that I don't get a signal like something is not connecting or something is not sending the internet to my phone.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today?
00:00
Speaker 1
the internet is connected, the cable, like, everything is connected to it, it's just not connecting to the Wi-Fi. Now, so, can you help me configure that, please. Cause I need to start working and it's giving me a really, really hard time. Yeah. Yeah, I'd. Yeah, so, that's why I downloaded the app. I downloaded the app and I tried to go through the process, like, the steps in the app, so, maybe, like, maybe I'm doing something incorrect. Like, I did that yesterday. I reset it yesterday, so, and today I'm trying to make it back to my, the same, you know, Wi-Fi name and Wi-Fi. Like, I have the password.
01:00
Speaker 2
I understand Ma'am. I got this one as well, yeah. Don't worry, rest assured that I will do everything I can to fix this one. So uh, you mentioned that the light on the main or main lin service router is currently showing solid blue, correct? Uh-huh. And did you press the reset button prior calling us? I see. That could be the reason Ma'am why your the previous name that you used on the system is not showing anymore. [silence] However, uh, don't don't Mm-hmm.
01:00
Speaker 1
They have to be the name and everything. So like, I just really need, it's very, very stressful, I have like a bunch of meetings today and I work from home, I need the Wi-Fi to work. Everything, the thing, it's not the Wi-Fi issue, it's like the Wi-Fi is working on the Rogers side, everything is working on their side and like that's not the issue, it's configuring this part. Like the the tool that I have in front of me. Yeah. It's on the back, right? The serial number is 5 0 5 0 D 1 0 M 2 6 C 0 4 2 9 9.
02:00
Speaker 2
Yes, ma'am. No worries. So may I have the serial number, first of the main node? Yes, ma'am. Underneath the device.
02:00
Speaker 1
Okay, let's see here. 260499, the model number is MX 2,000. Uh, it's a computer. No, I don't. I just have my, um, one second. a computer. It's an HP computer.
03:00
Speaker 2
Thank you so much for that one. Let me verify again, the serial number. So it's 50 D for Delta, 10M for Mike, 26 C for Charlie, 0499. Correct? All right. Thank you so much for confirming. And can you also tell me the model number? Thank you so much for that one, man. So do you have a computer there that we can use to try to isolate the issue? How about a tablet or an iPad? Do we have that one?
03:00
Speaker 1
but it doesn't have the ethernet wireless cable. Where is it? uh what do you mean like what what do you mean by like it's like a yeah yeah it has a Wi-Fi. Yeah it has Wi-Fi in it. One second. I have to the computer's not charging right now so I'll have to I'm in my husband's office and I don't know where most the stuff is here. Uh I'm trying to like figure out where
04:00
Speaker 2
Is that computer has a wireless capable? Can it, can it connect via Wi-Fi to the router? Or it can be only connected via wired? Like it, it has a, yeah, does it has a a Wi-Fi feature? Like the same, that's great man, so, yeah, on that computer, kindly go to its Wi-Fi or Wi-Fi settings and check if it can detect the default name of the main node, which is _Velop Setup 304. I I I see uh, yeah, if that's
04:00
Speaker 1
Yeah. Yeah, yeah. Yeah. I'll put it in my headphones. Okay. It's better. Phone is better. So what do you want me to check again? Yeah, so earlier I tried to change the name on the Linksys app to my old Wi-Fi name which is M & M connection. It's it's it's so. It was, it was, it was under V setup, okay? It was under that, and then I went in, I changed the name.
05:00
Speaker 2
case, uh, can we use your phone instead? Okay. Okay, great. So yeah, on your phone, just go to its Wi-Fi or Wi-Fi settings and check if it can detect the default name of the main node. Uh under Wi-Fi settings, check if it can detect the name that's called _Velosetup3035. However, your phone is still be or still detecting the _Velosetup, right? Or
05:00
Speaker 1
Yeah, so I'm going to, so when I try to put in my password, it says like, that's a part where like it gives me an issue, it's saying that it doesn't, it's not connecting. Unable to connect to the network. So if I forget this, sorry? No, there's no password typo. So, let me, okay, let me turn the computer off for two minutes. Give me one second. Give me one second, I'm going to go find an outlet.
06:00
Speaker 2
I see, so that means that the name has already been personalized, so is your phone already connected to the personalized Wi-Fi name of the main node? Mm-hmm. Could it be possible ma'am? I'm, yeah, sorry to interrupt. Is it possible that you missed something or you, there's a typo okay regarding with the Wi-Fi password? I see. Ah yeah. How about have you tried connecting your other devices to the to the network because we ah
06:00
Speaker 1
Okay, I tried to, okay, I'm going to turn on my computer, so it's going to take like 5-10 minutes.
07:00
Speaker 2
I see. So can we try to, on your phone, ma'am, can we try to connect again your phone to the network by using the
07:00
Speaker 1
Yeah. Go on. Why did you wake up so early? Okay. Uh, one second. Um, uh, so what do you want me to do again? Um, personal life. F.A. Clifford. [silence]
08:00
Speaker 2
person. a one. restart the road space to person lie space password. Yeah. yes. yes. yes. yes. Yes. Be sure you. I can just walk you through it. A. Uh. Oh yeah. Try to connect to your home network again by using the person lies, fly, space, password. Yeah.
08:00
Speaker 1
[silence] and uh ah it's still like now it's just completely blanked out like the cancel and join button on the iPhone is completely like. let me see if it's the the thing is still spinning give me one second it's still spinning so maybe the spinning thingy is. Yeah, yeah, I did um the thing is that it's just because it's just like the Wi-Fi is working perfectly find.
09:00
Speaker 2
I see. I see. So is it? Mm-hmm. Yes, ma'am, no worries. So, I I believe I heard earlier that you already tried to forget the network, but they should still persist. Is that correct?
09:00
Speaker 1
And I got check the speed, like, yesterday when I had called, um, everything, like, the Wi-Fi not the issue, it's this Linksys configuration is what's the issue. There's no way you can get access to my phone. There's, is there a way you can take access to my phone and do it? [silence] Okay. Yeah, yeah, go ahead.
10:00
Speaker 2
Yeah. So it could be possible, ma'am, that these nodes that you have have been, uh, uh properly recon. However, again, uh, we can just reset the nodes and reconfigure them properly. So, uh, can we. Uhm. Uh no, ma'am. I really do apologize, but we don't have an option here to remotely access your system because that will invade your privacy as well, and same goes for the other valued customers. However, uh, what I can do here. Yes. so however, what I can do here on my end is I will be providing you on step-by-step instructions on how to simply reset and reconfigure the nodes. So if the issue persists on your phone, ma'am, like it's still unable to connect to the network, we can just go through to the reset mode right now.
10:00
Speaker 1
Okay, so if you want me to forget the network. Okay, so, so, so, so, so hold the reset button. Which blue line, it's red right now. All right, the blue line is here.
11:00
Speaker 2
Uh, no need now, since we already tried that one prior calling us. So, can we reset the main source instead and re-configure it properly? Yeah. So, for reset, ma'am, just simply press and hold the reset button and release the reset button until you see the solid blue line. Yeah, press and hold the reset button and wait for the solid blue line. Yes, that's fine. So, keep pressing the reset button until you see the solid blue light. Okay? Mhm. Yeah, the light will turn off. Like,
11:00
Speaker 1
Okay. right now, it's kind of right now it's blinking. Yeah. Yeah.
12:00
Speaker 2
does not light up and then it will turn to solid blue. So, once we see the solid blue light, that's the time we release the reset button. Is it blinking blue? All right, let's wait for the solid blue light. So, just to confirm, ma'am, the light is still flashing blue, correct? All right. Uh you may not release the reset button, ma'am because it could be possible that the node now is trying to uh or it's trying to go back to the setup mode. So, let right now we are going to wait for it to turn back to solid pink or purple.
12:00
Speaker 1
So we have to wait till it turns pink or purple. Like, how long would that be? [silence] Yeah, it's under my husband. So it's Munib, M-U-N-E-E-B. S-Y-E-D. It's a printdown, by the way. [silence] So hope – [silence] press the reset and hold the [silence]
13:00
Speaker 2
it will take like, 1 to 2 minit. So, while waiting for the light on this main nod to turn back to pink or purple. Can I have first and last name, Ma'am? Hmm. Thank you so much for that one. And what about the address? That's great. So if it's already showing solid pink, gently press the reset button on that device five times within five seconds. So it's more. So it's no.
13:00
Speaker 1
Hold for five seconds. press and then let go press and let go press let go press let go press let go press let go press let go press let go press let go [silence] yeah it's like white now the light is white yeah my email yeah sorry my email is m y y S y y d at gmail .com
14:00
Speaker 2
hold on a second stage. 1, 2, 3, 4, 5. So the device is Turn on the device. So what I'm going to ask you is, okay, it's five times. I'll be asking you to turn the router off and on again. So again, ma'am, could you please press the reset button five times within five seconds. So it's like, press release, press release, press release. Yes. Yes. Okay. Yes. Yes, and Ma'am, could I have your email address again, please?
14:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. Yeah. Yeah. Yeah. Yeah that flash was Flash was Flash was blue for one second and then it went back to pink. No, it's flashing flashing. Okay, now it's blue. Is it blue? Is it blue or is it blue? I'm not sure what you can't see. It's red, it's red now. The light is red. I am not sure what you can't see. The light is red.
15:00
Speaker 2
Thank you. So let me just verify your email address. So it's MYY SYED at Gmail dot com, correct? D Y-Y-S-E-D at gmail.com. Okay, correct. Thank you so much for confirming. So I assume the light on the main node is still flashing, right? Okay, great. it's solid pink. Is that right? Flashing pink. All right. Got that one, ma'am. If it's already showing solid blue, let's wait for another 30 seconds or a minute. And then, so after a minute, if the light on that node is still showing solid blue, rest assured that the main node is [silence] [ silence]
15:00
Speaker 1
[silence] It's red now. No. Yeah, it's just it's red or sorry orange.
16:00
Speaker 2
Yes, ma'am, I'm still here. So solid orange or red? Is that right? All right, let's wait for another minute. Hopefully it will turn back to solid blue.
16:00
Speaker 1
Yeah, it's still showing solid red. 30 minutes or three minutes? 30 seconds.
17:00
Speaker 2
uh hello ma'am is the main node still showing solid red? i see uh let's wait for another 30 minutes ma'am and don't worry i have a timer here on my end i'm just gonna let you know once that time is up okay uh sorry 30 seconds yeah 30 seconds uh
17:00
Speaker 1
[KEEP_UNCERTAIN] I might have not done it exactly five times then because when I was doing it, I was, I might have done only like four because I was doing press and hold, press and hold. You said five times, right? From the white one or from the, from my, from my Rogers, uh, like on the Rogers. Silence
18:00
Speaker 2
Yeah, it should be five times, ma'am, uh, so however, since the light on the main node is already gone to solid red. Uh, rest assured that we have successfully reconfigure the main node, but right now, or as of the moment, it cannot detect any internet connection from the Rogers modem. So if the light on the main node apologize if the light on the main node right now, it's still showing solid red. Uh, I want you to reboot the modem ma'am, the Rogers modem. So by reboot, just simply unplug and replug its power cord from the power outlet from your yeah, on the Rogers modem.
18:00
Speaker 1
I understand is what you... I started clicking now. It's not... Then I'm just gonna keep clicking random things. Is it supposed to be blue or is it supposed to be red for it to be working? No. Green.
19:00
Speaker 2
Yeah. Okay, got that one ma'am.
19:00
Speaker 1
Oh, it's turning blue. yeah, flashing now. yeah yeah yeah, the Rogers not unplugged it I just plugged it unplugged it oh are you liking a green car? I'm scared oh, no you have a green on.
20:00
Speaker 2
Is it flashing or solid? Flashing. And you only reboot the modem, right the Rogers modem, not the main node? all right. Thank you so much for that. [silence] hello, Ma'am. Is the Rogers modem already rebooted?
20:00
Speaker 1
Rogers one is already, I plugged it back in like 30 seconds ago. Uh, so the uh the, there's a sign that's supposed to be at, that's not coming like that's not fully blinking. Like, it's supposed to be like the color of it is supposed to be like yellow or blue. Um, the one on your modem is, or the router is now back to orange. Uh, yeah. Model number is, uh, one second. What's the where does it to the model number?
21:00
Speaker 2
All right. And what's the light now on the main node or main linksys router? [silence] All right. This is noted, ma'am. So, by the way, may I have the model number of the rogers device?
21:00
Speaker 1
there's a there's a number here it has uh access password network name and then pop wireless password no no uh it's saying it says bell 045. now yeah now it's oh that way sorry i have done from i i didn't turn it around i have the number here
22:00
Speaker 2
uh-huh, can I have that one instead? I see, and there's no sticker there that indicates model or model number. that correct? Can you tell me the brand instead of their device? alright, thank you so much for that, ma'am. So, I assume the light on the main Linksys router is still showing solid amber or red. Is that right?
22:00
Speaker 1
which one is it? do you want the S N number or the P N number? Yeah, it's on the you know my modem. it's on my modem. Yeah, 2 5 3 3 3 1 4 4 1. the other number. Um, it's the there's a bunch of numbers on this. I'm not sure which one I should be giving you. There's like P N there's W P A. There's SSID. Like there's like so many numbers. I don't know which one to give you.
23:00
Speaker 2
[KEEP_UNCERTAIN] oh, no worries. Is that on the Roger? may have the pin number instead [silence] thank you so much for that one and what about the other one? Yeah. yeah. the other number that indicates there on the Roger. [silence] I see. [silence] no worries ma'am. So yeah. thank you for that information. So [silence] (uh) can we go back to by the way
23:00
Speaker 1
Oh, now the number, like the light that's supposed to be on for the Wi-Fi is on now. Like, it's, like, it's, it's, like solid now. That color is solid. Like the Wi-Fi light that's supposed to work for the internet is now solid after I reboot it. No, it was still working. The internet, like I said to you earlier, the internet is not the issue. The internet works, supposed to be working perfectly fine. Like in my area, all the internet is working, every, the internet is not, there's no outage or anything. But the problem is that the your link sees device that that is not like, uh, configuring to the internet. So the internet is not working, basically.
24:00
Speaker 2
many ports this Rogers device has, like does it has multiple land ports? Okay, great. that's great. So, o however, earlier it its uh showing off or did not lite up, is that correct? okay, alright, got that one, ma'am, So, can we like can you can [silence]
24:00
Speaker 1
How many what? Land ports? Oh, Ethernet port. Is this one Ethernet port? Oh, the port in the back. Sorry, there's three. Uh, Ethernet. No, no, Ethernet. Ethernet, there's, uh, one red one. It says, W-A-N-E-T-E-T-H. The, like your Linksys port you mean? We'll go down. One second, one second. Can you go down? I'm on the phone. Go into the, go in the room. Go in the- Okay, uh, sorry, what?
25:00
Speaker 2
Ethernet or land ports? Yes, ma'am, or Ethernet ports. On the router. Uh, what? Uh, there's three. And just to verify, this main node is currently plugged in into the Ethernet port. That correct? Yes, uh, no ma'am, uh, is this Linksys router currently fully, um, flashed with the latest
25:00
Speaker 1
So, the main port, so the WAN Ethernet port doesn't, I don't have anything plugged into that. The land one, I have a yellow, it's on, go in the other one, please. Go in the other one. the land one has a yellow cable that goes to the Linksys device. I think this is, uh, like it's a yellow. I think this one is, uh, I don't know what this cable is called, but this takes, this is going to the, to the router, to the actual modem. And then there is a white cord. I don't know which one this is. Um, there's like one, two, three, four things plugged in. Um,
26:00
Speaker 2
yeah hey can you tell me which port on the Rogers device is this main node currently plugged into yeah uh huh all right huh got that one uh so going back to to the main. Oh, man, cute, cute. Can we reboot or restart the main node? So again, for reboot, simply unplug and replug its power cord from the readjust the colleges. I've this time, kindly do it on the e-node. On the cus main node, Josh can. kindly Do with me. Oh, yeah, kindly rebo the X router, like the main links its router I can. I just simply unplug and replug its pow cord from the power. Twit. Ih, no words, Josh. Uh, we're not able to hear you properly, so any slight movements made on the meanwhile, desist. I can. kindly Do with me. Oh, yeah, kindly rebo the X router, like the main links its router I can. I just simply unplug and replug its pow cord from the power. Twit. I the words, Josh, Jerry. We can. we're not able to hear you properly, so any slight movements made on the.
26:00
Speaker 1
Okay. It's uh, right now it's blue. Yes, ah, ah,
28:00
Speaker 2
[HUMAN_REVIEW] Mhm can you just replace the power chord right away? Mhm solid blue. So yes, ma'am. Mhm. Got that one. So, um, so however, it will change to flashing blue then then could be possible it will turn back to solid amber or orange or solid blue. However, flashing blue indicates that the unit is in booting mode. So, uh, while observing the light on the main node, ma'am, I assume your computer.
28:00
Speaker 1
Yeah, I'm gonna go check. The problem is my husband, he has the most advanced, you know, the like, um, most advanced, like, you know, computers and stuff. He doesn't have simple things and they're so, like, annoying to deal with, you know? No, like he has like an HP computer. It's an HP computer, but it takes so long to turn on.
29:00
Speaker 2
Router is now on or ready for troubleshooting, correct? All right. Thank you so much for that one. Because, yeah, we might need to access the web user interface of the main node for us to further isolate the issue. So, yeah, we're going to need a computer for that one. I see, so it could be possible that he's using a different operating system for his laptop or device. Ah, I see. That's fine, Matt.
29:00
Speaker 1
I have I have I have another phone. I can use somebody else's phone in the house. I can use like a different device. If that works. One second. I have to go back to the room. Wait one second. Oh it turned on. Okay it turned on. Great. It turned on. The computer turned on. I'm going to go back and check the uh light no it's uh back to Amber. LaRed.
30:00
Speaker 2
if that's the case, we will like use your phone. Instead, however, I'm going to set your expectation that it's really [silence] All right. [silence] Yes, ma'am. That's actually fine. So, uh, what's the light now on the main node? [silence] Uh huh. Uh huh. Uh huh. This is noted ma'am. So, uh yeah, can we yeah on your computer, like on your husband computer, can you check or connect to the name that called underscore vell of setup 305.
30:00
Speaker 1
Yeah. I'm just setting up the password. It's asking me to put in the password so I'll pass it. [silence]
31:00
Speaker 2
yeah the password is the one labeled underneath the main node [silence]
31:00
Speaker 1
It's saying medium. It says medium. It says, connection, connected no internet, medium signal. Yeah. Yeah. HTTPS.
32:00
Speaker 2
I'm sorry, ma'am. Got that one, maam. So yeah, that means that the main node does not have an internet connection as of the moment. So yeah, don't worry. We can still access the web user interface even though the network does not have an internet connection. So on your husband's computer, kindly open a browser like Chrome and then in the address bar, the upper search bar, type in HTTP://. There's no S ma'am. Just HTTP then colon..
32:00
Speaker 1
okay Colin yeah Which one is double forward slash is it a bar the long bar? So one two one or two So you want me to press it? two okay My router local dot local this site cannot be reached I don't know what double column slash is
33:00
Speaker 2
Yeah. Then double forward slash. yes, ma'am. the one the one that next to the period symbol or dot symbol. yeah. to forward slash. yeah. and then my router. dot local. dot local. uh. my... yeah, that local. Uh So in the address bar, did you enter h HTTP colon double forward slash my Router. dot local. I see. It's just like, uh, forward slash forward slash, ma'am. So, So, [silence] End of transcript
33:00
Speaker 1
Yeah. okay, so how it so HTTP colon forward slash which one is it which one is a call? the one is a colon. okay, what was the next part my router. Yeah, yeah, it works. it says link sees. it sees it says link sees. There is a silence in between Okay and so
34:00
Speaker 2
So on the keyboard, you should be able to see the dot symbol, correct? Yeah. So next to it, like on the right side, that's the forward slash. HTTP colon, the symbol colon and then forward slash, forward slash, my router.local. [silence] And the one that next to the letter L, however, you need to, you need to press shift and then, yeah, then press the colon symbol in order for us to get the colon sign. Yeah, so and then my router.local. And no, after colon, at, entered, okay, great. Okay, great. So, uh, what are the options? [silence] Do you [silence] have [silence] opening the router or home network? [silence] Go to my router.local and then select admin and then format. [silence] Go to my router.local and then select admin and then format.
34:00
Speaker 1
No, it says Linksys. Why am I getting a warning when I try to access my router settings in a browser? yeah, proceed. Okay, it's saying op op phone image. Okay. Okay. Yeah, access. Yeah, access router. password. admin.
35:00
Speaker 2
in the messages you can see on the screen, is it asking you to download the Lacework app? I see. Oh yeah, kindly bypass that warning message. So on the screen, just press on advance. So, yes, please proceed to my router.local and say, Mm-hmm. So click, click the phone images. Yes, ma'am. The two phones. And then we should be redirected to a page asking for our router password. Okay, great. For the password, kindly type in admin all in lowercase.
35:00
Speaker 1
we've updated our password requirements to be more secure. capital admin one X. Oh, it has to be ten letters. admin. admin one X one star. okay? oh yeah, girl. yeah. yeah.
36:00
Speaker 2
All right and then just sign in. [silence] That's fine. [silence] So, yeah, for now, kindly create a new Router password and make sure the new password meets the requirements. [silence] Yeah. [silence] Okay, great. Are you now login into the web user. [silence] Okay, great. So on the web user interface, click on the.
36:00
Speaker 1
Da bottom right. See. A don't see OCA. Yeah. Okay. Yeah. Router set up. Uh.
37:00
Speaker 2
on the bottom right corner, yeah, so you need to scroll down, ma'am, and then you should be able to see the tiny letters called it's called CA. Yeah. And then go to the connectivity tab or connectivity. So, under connectivity, can you see there? See a router setup or velop setup?
37:00
Speaker 1
Yeah, router setup, yeah. Yep. I add wire, child nodes. Add wireless child nodes. So, do I just click apply or okay? Okay. Okay. Yeah, network is the device, from the device to the router. There's a check mark.
38:00
Speaker 2
for CA router setup. Yeah, Kiley clicked that one and then and then what are the options you can see on the screen after you that's great. So, yeah, that means that there's no doubt that this main node has been configured properly. So, yeah, you may now close the connectivity tab. I yeah, just you should there's a close icon there or X icon. Just click that one. Yeah. On the right panel. Yeah. So once the connectivity is sorry, once the connectivity tab is closed. Can you see there the widget stated as network status?
38:00
Speaker 1
from the router to the internet, there's the explanation marks. Okay, okay. diagnostics. Yeah. 0.0.0.0. No, no.
39:00
Speaker 2
Uh huh. thank you so much for that one. So, yeah, uh kindly click the trouble, uh, sorry, troubleshooting or troubleshooting tab. then click diagnostics. And then under the internet address, can you tell me the IPV4 address? Alright, thanks so much for that. By the way, ma'am regarding with your internet subscription, or yeah, regarding with Rogers, um was there any like information from Rogers to be input on router in order for the router to be get online or?
39:00
Speaker 1
like, it's, there is, like, this is just, like, an internal, like you, there was no information from Rogers, cause Rogers is all clean, like, it's the internet, they have, I called them for nearly two hours, it was the worst service, I'm probably gonna cancel it after, but, um they said, we have no internet issues, so, it's not it's your, um it's this device issue that you're having. release and renew link. yeah. uh, it doesn't let me click it, it's like blanked, like, you know, like, uh, like degreed. gray, yeah.
40:00
Speaker 2
There's no. All right. Formy and renew link. Uh-huh. The release and renew next to IVP for. I want you to click the release and renew and then press yes.
40:00
Speaker 1
Yes. I uh dying mind. Now it's it's like grayed out. Like, you know what I mean? It's gray. There's a reset factory default setting. That one is there's reset mesh Wi-Fi setting that one I can click it's blue but the one next to IP four is like blurred or not blurred, like gray. IPv6. Yeah. They're both of them are gray. No, we don't. I don't have a computer that didn't. Yeah. Yeah, you want me to get it? [silence]
41:00
Speaker 2
[silence] [silence] [silence] This one since we can't like uh do something much on the router because uh we can't do the release and renew. Uh do we have a computer ma'am that has an Ethernet port? Yes. [silence] I see. [silence] So uh the the the thing is this issue is really kind of odd because uh earlier the main node was showing solid blue and after we reset it it'll just like it won't detect the internet connection anymore and we even tried rebooting both the modem and this main node. Uh yeah for this one since we don't have a computer that can be wired directly to the modem for us to manually check if their modem has an internet connection, uh since we have three nodes in total can we try to set up the other nodes as parent just for isolation purposes. [silence]
42:00
Speaker 1
It's on a different floor. Near the mom. Okay, one second. Oh. I have to go get it. Don't touch this, okay. I have to go get the modem from upstairs. [silence] Do you want me to bring the charger part of it too? [silence]
43:00
Speaker 2
ma'am. So right now you can, ma'am, So, yeah, for now kindly move that node near the modem. No worries. [silence] [silence] Yes ma'am. yes that [silence] yes ma'am so for now kindly you may now unplug the uh current main node from the modem and then plug the new one direct directly to the modem
43:00
Speaker 1
Okay, one sec, I'll be Z. Hopefully I do this correctly. I'm going to take this out. Yeah, this is If I get disconnected from you, can you please make sure to give me a call back? Daniel, can you please take my number? Cause no, my number that you have is my husband's and he's been traveling out of town right now. My number that I'm calling from is 343 2042042926. Thank you. I don't know where the yellow this is a yellow ethernet. I think the yellow ether that's the etherNECT. The yellow ethernet is the one that connects the like the modem.
45:00
Speaker 2
yes ma'am rest assured if our call will be disconnected i'll will be providing you or processing you a callback within one uh-huh hum ha? all right got that one man
46:00
Speaker 1
modem to the router, right? so that wire I have to put under? Ethernet. Okay. Oh, internet, internet port. Okay. It's red flashing red.
47:00
Speaker 2
Yes. Yeah. And it should be on the Internet port on the new main router or new main node. Yeah. Yes, ma'am. So can we reset now the new parent node? So for reset, just simply press and hold the reset button. And let's wait for the solid blue light to appear.
47:00
Speaker 1
Okay, so it's all light.
48:00
Speaker 2
All right, you may now release the reset button. Thank you and let's wait for the light on this new main node to turn to solid pink or purple.
48:00
Speaker 1
no, I'm still waiting. Yeah, it's pink now. It's pink now.
49:00
Speaker 2
Got this one ma'am. All right, that's great, so uh again, let's try to configure this new main node by pressing the reset button. [silence]
49:00
Speaker 1
Okay. Yeah, it's like, like pink now. Okay. Old it, it's scolded. Yeah, you have to scold. And the light is red now. All solid green.
50:00
Speaker 2
So while observing the light on the, this new main node, can you describe me the modem like is it a flat device or is it a tall one? All right, and at the back of that device there's a coax all cable on it connected, is that correct? Uh it's more like uh the one that you should uh you need to screw on the cable, like it's not the same as the e-channel cable? all right so yeah so for now so let's yeah for now let's observe the light on this
51:00
Speaker 1
Oh, no, no. My husband did all that. I don't want to touch this going part. He he's the one who, like I don't want to just mess up anything. And he he's in there, he's in the U.S. right now, traveling for work. So he's, so that's why like I have to work and I like, it's very, I don't know why he did this whole thing so complicated. I'm so angry at him because it should be very simple. It should have a Wi-Fi, but he wants to have like a network on, have like this box, this link, these box on each floor of the house. So it take, it uses like the Wi-Fi, like faster or something. But it's like very complicated. It's a very complicated thing, because like now the, it hasn't been working since yesterday. And I really need it to work, because it I have like
52:00
Speaker 2
new main node for once two minutes. However, if the issue persists, we are going to do you know how to unscrew and screw the cox, shell cable on this Rogers device. I understand man. I see.
52:00
Speaker 1
work to have a work day, so it's just very, like, frustrating. But the the problem is, what I'm trying to explain to you is the Internet, when I called them yesterday, they said the Internet is perfect. It's like a third party, right? Still have a third party. They said that it's the Internet, they checked in the system with my, you know, account number and everything, they said that the Internet, and there's no issue with the Internet. The issue that we're having is the network issues that what we're having. They the Internet really working perfectly fine. [silence]
53:00
Speaker 2
I understand ma'am mm-hmm. mm-hmm. mm-hmm. Yes ma'am. So yeah, I I I Yes ma'am. I I totally understand that one. However, this time uh since like all our like we even tested two devices right now and both of them are showing solid red, that indicates that there's might something wrong with the modem right now. Since again and also, we don't have a computer or we don't have a device that can manually check [silence] on [silence]
53:00
Speaker 1
Ah, uh, it's charging, all the grid, yeah. So, I have an HP, I have an HP computer, but I'm trying to, my husband said that, had told me that there's like a device you have to connect to the computer to get the, to do the ethernet or whatever. But I'm trying to find it. [silence]
54:00
Speaker 2
on the connection coming from the modem. So, the best thing we can do here is, we already tried it earlier, like we reboot and we also reboot this to device. Sorry, the previous main node, however, the light is still be showing solid red. So, so I assume again, ma'am on this new main node, the light is still showing solid red, right? correct. Solid red. So, yeah. Since we don't have a computer again, that can be wired directly to the modem, for us to further isolate this one, uh, yeah. Uh, yeah, if if it has a like, uh, ethernet adapter, we can use that way.
54:00
Speaker 1
But I don't know how it looks, like I'm trying to see like what it looks like. You have so many wires, I don't even know which one it is, like Ethernet search on Google to see. Ethernet Adapter. My thing is not working. I have to connect to my data. Now even my data's not showing up. And now even the data went away. Oh, my God. I don't even know why the data's not working anymore on my phone. So
55:00
Speaker 2
Mm-hmm. I understand. I understand. I see.
55:00
Speaker 1
Oh my God, I literally, no, that's not an option because the yesterday I stayed on the phone with them for like almost three hours, like three hours and a half. I was on hold with them and they still, they were like, oh no, everything is just, I waited so long and in the end they were like, it's not our issue. We have uh our internet is working perfectly fine. Like the modem, the modem, the modem is perfect. The modem, my husband, I sent him a picture of the thing, he said the modem, the at sign on the modem is supposed to be blue. So it's blue. That means the internet, the Wi-Fi is working perfectly fine. That one is blue, the power one is blue.
56:00
Speaker 2
for this one since you already contacted Roger and they insisted that there's nothing wrong with their device is it possible ma'am to give them a call again and then ask for an online, sorry on sight technician on their end so that they can manually check the device. Yes, I totally understand. Okay.
56:00
Speaker 1
[silence] and the one there's an other yellow button that's also blue. So it's supposed to be blue. Then that means the internet is coming perfectly fine. [silence] a
57:00
Speaker 2
Yes, ma'am, so, yeah, regarding for for that one, I understand that it's showing there on the device itself that it is working properly. However, uh, the thing on our end as well as all our devices or all routers depend either to which brand are dependent on the modem, which is the source of the internet. And right now, we already tested two Linksys devices. But, however, both of them are are showing solid red. Or, again, solid red indicates that they don't have an internet connection as of the moment. So, for us to further isolate this one is by only hardwiring a computer directly to the modem.
57:00
Speaker 1
[silence] Plae a valid internet IP address.
58:00
Speaker 2
yeah reconnect the Quack shell, because that kind of work around usually work. However, uh since you mentioned that you cannot, ah we cannot do that as of the moment, um, we we only have two options right now, ma'am. And I'm going to be so to to to honest with you and I know it's frustrating right now since you don't have an internet connection as of the moment. However, the two options we have is uh contact again your internet service provider or add a computer that can be wired directly to the modem for us to check here on our end if the modem has a valid internet IP address. Yes, ma'am. So, the thing for us, if we have a computer that can be wired directly to the modem, we will be able to see all the information on the modem if it really has an internet connection. Same goes for its physical or IPv4 address. Hmm because again, ma'am all our Aha. I understand and would you like me to give you a call back within how about 5 to 10 minutes? I will be giving you a call back within 5 to 10 minutes. Would you like me to do that? All right. So, yeah, according to your and your contact number is plus 1 432 042 936. All right. So, yeah, thank you so much for confirming, ma'am. And kindly wait for my call back within 5 to 10 minutes, okay? All right. Thank you again, ma'am. Have a great.
58:00