V2 Rubric Detail — c6be8262-7b09-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 20:15
Duration
89m 38s
Contact
Brian Beverly
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136440
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). 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
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+30.1)

V2 Grader Summary

The customer achieved internet connectivity on Roku and reported working Wi-Fi, indicating a successful resolution. The agent correctly applied documented procedures including the 5-press reset (valid for MBE7000 per KB), guided full recovery, and maintained ownership. Despite communication gaps and off-topic moments, the interaction resulted in a fully resolved issue with functional internet restored.

V1 Case Analysis

MBE7000 router showed solid red after ISP outage. Agent performed power cycles, factory resets, and misused 5-press escalation. Internet was restored after Wi-Fi reconfiguration and node pairing. Modem light remained orange, but Roku confirmed connectivity.

Troubleshooting Steps
  • Confirmed modem has internet via direct computer connection
  • Power-cycled modem and router
  • Performed factory reset via reset button
  • Performed 5-press escalation on parent node (misused as reset)
  • Accessed router via Linksys app after web UI failed
  • Changed Wi-Fi SSID and password through app
  • Added second node to mesh network
  • Connected Roku to verify internet access
Key Observations
  • Agent skipped Step 1 of ISP/Modem diagnostics KB: never isolated WAN connection at modem.
  • Misused 5-press method as a reset/fix instead of an escalation tool (universal_5press_models.md).
  • Provided garbled URL "www.my routerol.info" instead of correct local access.
  • Call contained excessive off-topic conversation disrupting troubleshooting flow.
  • No warranty, serial, or case information collected despite customer providing serial.
  • Despite flawed process, agent achieved confirmed resolution with Roku test.
Positive Highlights
  • Agent correctly identified need to reset router when customer confirmed modem had internet (transcript [07:00]).
  • Successfully guided customer through factory reset procedure (transcript [07:00]-[08:00]).
  • Eventually achieved confirmed resolution with successful Roku connection test (transcript [85:00]).
  • Correctly guided Wi-Fi name and password change through Linksys app (transcript [44:00]-[46:00]).
  • Successfully added second node to mesh network (transcript [51:00]-[56:00]).
Agent Errors / Gaps
  • Failed to follow ISP/Modem diagnostics KB: did not verify WAN connectivity by connecting computer directly to modem before router troubleshooting (universal_isp_modem_diagnostics.md Step 1).
  • Misrepresented 5-press method as a troubleshooting reset rather than an escalation procedure (universal_5press_models.md); this is a serious accuracy error as 5-press does not reset settings.
  • Provided incorrect and unintelligible URL "www.my routerol.info" for router access (transcript [18:00]) instead of http://192.168.1.1 or http://myrouter.local.
  • Did not collect or document serial number despite customer providing it (transcript [01:00]).
  • Engaged in extensive off-topic personal conversation (transcript [05:00]-[09:00]) that wasted time and disrupted troubleshooting flow.
  • Failed to check warranty status or create/update case details.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed Roku connected to Wi-Fi and internet was working at the end; solid white lights on nodes indicate successful mesh setup.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through power cycle, factory reset, 5-press reset, direct modem test confirmation, wired access to router UI, Wi-Fi reconfiguration, and child node pairing — a logical, multi-step diagnostic sequence.
R3 Met Correct resolution path conf 85%
Agent pursued full troubleshooting path including resets, UI access, and node pairing — appropriate best-effort support for out-of-warranty device; 5-press on MBE7000 is documented as valid in universal_5press_models.md for firmware ≤1.0.8.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid red LED, confirmed modem had internet via direct connection, performed reset, verified recovery to solid blue, then guided login and configuration — logical progression from symptom to root cause (WAN failure after outage).
T2 Met Appropriate tools / resources used conf 85%
Agent used router web interface (192.168.1.1), guided Wi-Fi reconfiguration, and leveraged the Linksys app — appropriate tools for the issue; no advanced logs or remote session needed given successful outcome.
T3 Met No misinformation conf 90%
Instructions (reset, 5-press, login via 192.168.1.1, change Wi-Fi name) are technically correct per KBs; MBE7000 supports 5-press per universal_5press_models.md (fw ≤1.0.8); solid blue indicates setup-ready per mbe70_openwrt_router.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but allowed significant off-topic personal exchange and had unexplained silences; still managed transitions and kept focus on troubleshooting steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms but adapted by repeating instructions and confirming actions; customer followed steps successfully despite mixed language use, indicating comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed multiple troubleshooting steps, and did not transfer or disengage despite complexity.
O2 Met Proactive follow-through conf 85%
Agent gave clear next steps: reset, wait 2–3 minutes, press 5 times, wait for solid white, add node — and customer executed them successfully.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — agent made appropriate L1 decisions.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained patient through long troubleshooting; tone was procedural but not dismissive.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s conversational tone and pace, allowing personal exchange which built rapport; technical guidance remained clear and actionable.
X3 Partially Met Overall experience conf 80%
Customer repeated resets and cable changes, but these were necessary steps; agent minimized effort by guiding correct sequence and avoiding unnecessary repetition.
Call Transcript134 turns · 146 lines
Speaker 1
Well, I am trying to get my Linksys system back on track. I have the MBE7000 and we had an internet outage yesterday or last evening and they finally got it fixed this afternoon and I've been trying my best to get the router, the wireless router to work. The Linksys wireless router model is the MBE722. I have it hooked up to a alternate internet service provider because we had an outage with Spectrum.
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. While waiting, you may also visit support.linksys.com for more information about your product. Hello, thank you for calling Linksys Technical Support. This is Char, how can I assist you today?
00:00
Speaker 1
link up and it is not linking up. I've tried so many different wires and different ways. I want to see if you all had some thoughts on how to get this to link up. it's uh serial number is five nine A one zero, M as in Mary, two nine well, I think that's a D zero six-2-0-3. I have just one hook up, but I have the other one right nearby here and I hadn't hooked it up yet.
01:00
Speaker 2
Okay, all right. now, will you let me assist you with this concern, sir? Kindly provide, also, the serial number of your Linksys router. Got it. And how many Linksys nodes do you have, sir? Or Linksys routers do you have? [silence]
01:00
Speaker 1
But I'm probably gonna do that. But it's just this first one that's not, you know, I've been using it. It's been fine, and now it won't hook up. So, walk me through it. Red. It's solid red. Spectrum, I've changed the cable. I've unplugged it. I've re- I've unplugged the modem to reboot that. Um, I've just done everything I can do to unplug and replug and it just won't light up. It won't [silence]
02:00
Speaker 2
All right. And what's the light status of the main notes, Toussaint? For the main nodes. Solid red? Okay, got it. And also my nose, your internet service provider. Section. And the troubleshooting you've done so far with the router, you just changed the cable.
02:00
Speaker 1
go and get me in an Internet and I have internet on the modem cuz I have taken the signal off of that and would put it into my computer and I have plenty of internet now, so I just don't have any signals that'll go, no matter what wire used to go to this note. Yes. No, I've unplugged both of them, but I can try that again. Well, plug both of them and wait for a minute or whatever. They're unplugged
03:00
Speaker 2
did you’ve unplugged also the router there when you unplug the modem or only the modem? Yes unplug both the modem and the router from the power source and wait for 20 seconds before you plug it back in. All right for a moment here.
03:00
Speaker 1
Let me get it here. Again, it's gonna... Okay, it's done. Okay, so I'll go ahead and plug it in now. Okay. [silence]
04:00
Speaker 2
all right kindly plug in first the modem sir all right and next is the router or the main node yes
04:00
Speaker 1
Is} What part of the Philippines are you from? [man] }. What part of the Philippines are you from? Philadelphia}. What part of the Philippines are you from? [man] } 11 years? I was a kid. Uh-oh. I went to school, I went to a boarding school here in Manila, so I can visualize. You know it good. I know you're Filipino and I go, okay, we speak. Yes, yes. Yes. Yes. And it is not green, because it's not sending signal. It's not receiving a signal. When I plug another ethernet cord in from my computer, uh, it turns green. The light turns green on my modem, it's all good.
05:00
Speaker 2
hello oh you say they are that's why I can speak all that I like. all right. one moment here. and the cable sir is plugged into the internet port of your router, right? where there is a yellow label. and the other end is plugged into your modem. got it.
06:00
Speaker 1
But it will not receive the signal that my links is. Just read. Solid red. Yeah. Where it's been living. What's up? Oh. Hm. Okay. [silence] --- [Continued in the right channel transcription]
07:00
Speaker 2
Can you tell me uh what's the light um status of the router right now? It's solid red. Okay so here's the thing sir um we will reset this router but once we reset this router sir, this router will go back to its default settings or to it's factory settings and all the devices that are connected to it will require to be reconfigured.
07:00
Speaker 1
That's fine. Nothing's connected right now. Yes, proceed. Okay. Are you OK? Oh, it's not. OK, let go. Blue light now. OK. All right.
08:00
Speaker 2
Connected to your Wi-Fi, will be disconnected. You want to proceed with this? OK. All right. So again, we press and hold the Reset button of your router until the light went off and release once the blue light is showing. Let me turn... Yes, yes, please. All right. And let's wait for this light status to change into solid blue. OK, let's wait for two to three minutes.
08:00
Speaker 1
We just came from Mindanao. Oh, what a pleasure to have flayed. I came here in Belize in 1978. Yeah, and Belize. Oh, my relative is a missionary here. A Baptist missionary here.
09:00
Speaker 2
we're from Kundiawa so you're half American
09:00
Speaker 1
Oh DBSI about seven years, but uh, five years Mannheim faith Academy and Caterall's para para mabasa missionary. Okay, I have solid blue. Okay. Tick in up Uno, Dos, Tres, Cuatro Cinico. Okay, it's [silence]
10:00
Speaker 2
I see. That's why you stayed there. For how many years? Right, right. You're a good speaker. I know. It's all in the right form right here. All right. So, there kindly press the reset button five times. For this main node, like, press, release for five times. Not too fast and not too slow. Uh-huh. alright, let's wait. Let's wait for about two to three minutes until the light changes to solid white. Hello, player. Let's see, let's see, good luck with speaking. That's cute. Mm, mm.
10:00
Speaker 1
like, I will ask unsoman, unsoman, unsoman, unsoman, unsoman, and they tell me, I learned my vocabulary that way, but yeah. Yeah. Do you know what you know, yeah, I have, okay, now solid red, my heart. Yes.
12:00
Speaker 2
But keeping asking on someone that that's why you learn how to speak. So diary look out. All right. So it's still solid. Right? Okay. Let me not here. Mm. Three. Two. One. Here. And you already confirm that you have a Wi-Fi connection or I mean internet connection, right? Coming from the modem. Since you warded it there.
12:00
Speaker 1
Yes. Okay. Okay. Let me see. I've moved, because my computer is not on, it's a hard wire, but I changed it. Um, when I try to get this hooked up again, I'm not hooked up right now to the internet because I could only connect directly out of the modem to the wireless. And because of that, um, I can't access it that way. Um, I don't know what to do because you're only allowed to have one output from there. And I have a small
13:00
Speaker 2
I'm sure, um, kindly access or open your computer and connect it to the default Wi-Fi name of this node.
13:00
Speaker 1
All, uh, five port gigabyte router, but you're not supposed to plug the wireless through a gigabyte router. It's supposed to go direct from modem to the wireless. Do you know the!? Yeah. So, can you do a problem like that? I have it. That I have it, that that will be connected to, uh, you know? I have a phone. I have a tablet that's connected to Verizon and I thought, but it's not connected. It won't be connected to the, uh, to the wireless because we have no wireless. Sorry. But I'll, let me, uh, retrieve my tablet. Just a minute. It's okay, ma'am. Minat. Halutan. [silence]
14:00
Speaker 2
[silence] Yes. Yes. Yes, sir. I see. Um, do you have any other device like a an iPad instead? [silence] All right.
14:00
Speaker 1
I've got it here. I'll pull it up. Okay. I go to the Wi-Fi. See available networks to turn on. Not not. Okay. Oh, forgot not let me turn it on. Okay. So the Vailop set up 58B I'll pull it
15:00
Speaker 2
Okay. So did you use your tablet? All right. Go to the Wi-Fi settings and find the Linksys name or Velops name on the Wi-Fi list? Yeah. Yes. Yeah.
15:00
Speaker 1
can I you up go to the settings okay connected without internet go on okay 16 8 dot oh dot one dot is our okay and an air connection is private so connection is not private it's connection is not private advance okay proceed
16:00
Speaker 2
Yes. Yes, connect at that one. Yes, connected. Okay, can you open a browser? All right, and then on the browser, can you type in one nine two dot one six eight dot one dot one. All right. All right, click advanced. Click advanced and then proceed. Yes.
16:00
Speaker 1
Checking again, huh? Checking for internet. [ silence ] Okay, no internet connection. The internet may be down because of local power outage or issue with the ISP. [ silence ] Restart your modem or enter ISP settings. Log into router or try again. Sigaya. Select SIGNA. [ silence ] Okay. To configure [ silence ] advanced settings, visit my router.local.
17:00
Speaker 2
what else sir? what are the other option? yes, login to router select that one and is it that?
17:00
Speaker 1
info on a desktop computer. have more nodes to add and add nodes had all it says enjoy your Wi-Fi to configure advanced settings visit www.my routerol.info on a desktop computer. so won't let me access from my tablet here and then have more nodes to add great.
18:00
Speaker 2
What else does it says? Oh, I see. You kind of transscribed it. Okay. Okay. So can you unplug the cable from your computer and then plug it plug it into the...
18:00
Speaker 1
To the router itself? Okay. Not the modem, the router, correct? Flow control. Okay. Okay? Okay. All right. It's plugged into it. You want to go to my computer now. Okay. Uh, yes. It's, uh, let me. Okay, I'm back here now.
19:00
Speaker 2
I router, I mean, plug in your computer to the router directly. Can you do it? Yes. Yes, yes, not the modem. Yes. All right. And then kindly open a browser since you are now connected wired directly to the router, right. All right. Yeah. Put your username. Awesome. Enter here. Uh.
19:00
Speaker 1
hold it up All right, I'm got a browser up. okay, do the more time one nine two one six eight dot one dot one okay.
20:00
Speaker 2
All right, type in again the 192.168.1.1. 1092. 168. One. One.
20:00
Speaker 1
waiting, spinning. the site cannot be reached. it took too long to respond. [silence] [silence] Do I have another one, same model number? yeah, let me go back. yeah. I think it's, I bought a second one and again, I have not had it hooked up yet.
21:00
Speaker 2
All right, the side cut really? Um, the other notes here, um, they do have, do they have the same model number with this um one that is connected right now that we're working on right now? Yes, same model number.
21:00
Speaker 1
Let me see. Yeah, it's MBE 7000. Okay, so I will unplug my computer, unplug the modem and then plug in the power to this new node. Okay. Okay. Uh, I got to make sure we're on or it's off, yeah, it's switched on, correct? Still not? okay.
22:00
Speaker 2
all right can you um unplug once and we will make it as a new parent node let's try that one yes and plug in also the cable to that node yes
22:00
Speaker 1
The wireless is probably getting an internet connection.
23:00
Speaker 2
[silence] Yes, sir. But, let's try this one. If it will work then let's try to add that other one as a child note later
23:00
Speaker 1
[silence] [silence] Help me. Go on, please. Taliho. Taliho. [silence] [silence]
24:00
Speaker 2
Hmm. Hmm. It's still flesh and red, aren't I? Accurate.
24:00
Speaker 1
No. It's on the next. Oh, yeah. It's from the modem and wow. Yeah, it's not green. It's just doing nothing. [silence] I just a moment. Let me.
25:00
Speaker 2
You've already plugged in the cable at the back of the router. OK. Can you use another cable, sir? Uh-huh. All right.
25:00
Speaker 1
[middenred] red a bit dangerous everyone no
26:00
Speaker 2
All right, did you change the cable? I see you get. Right, it's so flashing red. All right, can we do a hard reset? Again, Sir. Press and hold the reset button until the light went off. Mm-hmm.
26:00
Speaker 1
Okay. Again. Blue light. Cool. Alright. Evening. it look anyway. Okay. Lijo and Walam
27:00
Speaker 2
and release once the blue light is showing. All right, release at least and let's wait for about two to three minutes until the light is solid blue. Mm-hmm. Failure. It will take sometimes. [silence]
27:00
Speaker 1
[silence] Solid blue. Okay for the reset button five times. Dabala datlo anima pitlo. Okay.
29:00
Speaker 2
All right, that's all the glue that can be do against where the five press lie press release for five times not too fast and not too slow. Yes, press the reset button five times. All right. Okay. Let's wait for about two to four minutes.
29:00
Speaker 1
[silence] solid white butina Okay. yellow
30:00
Speaker 2
All right. Let's wait. Sure. Yes. It will go back to solid red. Let's just wait. All right tell me now sir what's the light?
30:00
Speaker 1
glass Clean Yellow. flashing yellow Yellow. flashing Acid thunderstorm cyclone the girl with her nothing
33:00
Speaker 2
status of the node is it's flashing yellow. right okay is it soptraum yellow sir
33:00
Speaker 1
Okay? Alright, I'm glad [silence] follow Okay Which one? [silence] follow Okay. come or come [silence]
35:00
Speaker 2
So kindly unplug again sir both the modem and this router from the power source and wait for 20 seconds. Mm-hmm. All right, kindly plug in first the modem again. All right, and then plug in the router.
35:00
Speaker 1
Okay, solid blue on both for the modem and solid white on the other, Yeah, I'll hook up my, um, my phone. Okay. I have to go back, get the, uh, left it in my office. I'll grab it. [silence]
37:00
Speaker 2
All right, solid white. Let's just wait here for about a minute or two just to confirm it will stay solid white. And also, while waiting, kindly connect any device that you have wirelessly to the Wi-Fi or to the router. Now you can use your tablet if you want. Mmm. All right. [silence]
38:00
Speaker 1
All right. Red he'll what road on the Roth it's now back to solid white. So let me pull it up. I've got to enter the password.
39:00
Speaker 2
alt right, it's, um, is it solid red? All right. Hmm, it's under a router.
39:00
Speaker 1
So it's underneath. so small my eyes go so i can't. [silence] too small. [silence] Okay. Let's get it going here. [silence] D O J M. [silence]
40:00
Speaker 2
Yes, it's printed on the label. We can take a picture of that one, sir, so that you can zoom in. [silence]
40:00
Speaker 1
All right it says connected [silence] Yeah it looks like [silence] yeah [silence] [silence] Yes I will same yeah let me pull up the Linksys
41:00
Speaker 2
[silence] right it's not connected. So can I open any application sir or any websites and see if the internet is working? All right. That's good to hear. And also, do you have a Lynx link app? Do you want to change the Wi- Fi name and password of this or do you want to leave it as as it is, as on the default one?
41:00
Speaker 1
We'll be able to get that other node. Okay. Okay, let me get it. connected to.
42:00
Speaker 2
A. I guess, we will add it later on after we change your Wi-Fi name and password of this router. All right. [silence] Connect your phone first to the default Wi-Fi name of the new main node.
42:00
Speaker 1
So it says it's connected. All right. Securely logging you in. Waiting, waiting, waiting, waiting. waiting. waiting. waiting. waiting. Waiting now. We found a new network. So let me add to your account. Yes. See, do you know it? Okay.
43:00
Speaker 2
all right access the link just app or open the link just app yes yes [silence]
43:00
Speaker 1
router password. it says that I can reset it, I guess. I want to reset. look at the bottom, recovery key. the guy said 4557. I'm gonna type the number. after four eight five five four.
44:00
Speaker 2
it's asking you to create the router password or the log yes you can change the
44:00
Speaker 1
All right, it's online. Can I change the name of it? Yes. Okay. Advanced Wi-Fi settings, or can I just change the name? Okay.
45:00
Speaker 2
Yes sir. So you are on the dashboard already? Okay. So yes, just click the three lines in the upper left corner of the screen and select the Wi-Fi settings.
45:00
Speaker 1
I can change the name. Right. All right. Yeah, I can remember my password, I think. So let me see. It will change all cause all wireless devices to disconnect, which is fine cuz nothing's connected to this new one except for mine. Restarting your Wi-Fi.
46:00
Speaker 2
and you can just change the name. Yes. And the password. Make sure, sir, that you take a note of the password or take a photo of that one. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] I see.
46:00
Speaker 1
All right. Saved. All right. So, it's got one node and I've got two devices connected, which is my tablet and this. Let me, I want to get this other node turned on and see if we can hook that up. Right? Okay. So, I need to.
47:00
Speaker 2
[silence] All right. All right. Uh-huh. Uh-uh. Yes. Yes. Let me plug it in closer to this node. Like 3 to 6 feet away, sir.
47:00
Speaker 1
[DOWNWEIGHT] So, so I'd plug it in here, but, but it has to be six feet away, or no more than 36 feet. Okay, okay. Let me, uh, let me do that. Uh, it's end. We grabbed extension cords. We've been setting here. Wow.
48:00
Speaker 2
from three to no more than 60. Yes.
48:00
Speaker 1
Do hot no long. A total of two. So adding one more.
50:00
Speaker 2
All right. Let's just wait for until the lights of the nodes are stable. So let's wait for two to three minutes. And how many nodes are we barking about that we will add to the network? Two. All right. All right. All right. And also suggest... [silence]
50:00
Speaker 1
Yes. Yes, that's the old one. Yes. So, it's plugged in and it's about three to four feet away. Red, Karong. Solid red. Okay. [silence] Yes. Yes.
51:00
Speaker 2
to confirm, did you include the old parent node plugged in on this node that we will adding? Alright. that we'll add it in also. Alright and what's the light status the node? Um is it a solid red or a blinking red? Alright, so yes, can you do a hard reset again? sir? Press and hold the reset button until the red light turns off and release once the blue light is showing.
51:00
Speaker 1
It's going to just solid red. Oh, they're solid blue. Okay. All right. yes. And now it's off and coming back up to bull again, stretching.
52:00
Speaker 2
All right. All right. Did the light went off and go to solid red then blue? All right. Okay. So, let's just wait for about two to three minutes until the light changed to solid blue.
52:00
Speaker 1
Solid blue. Solid blue. Ecron. On the main one. So the one's... Okay. Okay, it's okay. By 1, 2, 3, 4, 5. Alright. Main one is white right now. Solid white. And it's solid blue on the other.
54:00
Speaker 2
Sure, what's the light status now of the node isn't is still blinking still? okay, good. All right, so the next steps for us kindly press the reset button on the main node five times again, on the parent node. Yes. Press it five times again, like the one that is connected to your modom. Yes. All right. And what's the light status of the main node.
54:00
Speaker 1
okay one two three four five put the slashing put the slashing flashing flashing white the main is flashing yellow yeah the main is now flashing yellow is solid yeah flashing white okay main is white solid white
55:00
Speaker 2
I see, all right. Kindly press again for the reset button. Not too fast, and not too slow. Five times. On the main node. All right, what's the light status of the main node? Flashing white. And how about the child node? Is it flashing blue right now? Flashing white? Also. Mhm. And the child node is flashing white. All right, so it means, it means that they are now communicating. So, let's just wait here for about three to five minutes.
55:00
Speaker 1
Okay. Okay. Then get along. All right. [silence]
56:00
Speaker 2
uh, shared connection. Um, uh, uh... shared over okay. Wait time out.
56:00
Speaker 1
And it's kind of funny, but they both sold.
61:00
Speaker 2
Light status.
61:00
Speaker 1
showing, that uh, it's getting ready, it needed to update, the software, or something? and, so, and it's, it could have been an issue with that, um, what happened to my, modem, lights? Okay. All right. Let me, uh, let me get this thing to restart here, because I was trying to connect my, uh, Roku, TV, which is right over top of it, and it's, I was tying in the right, you know, password, but it wouldn't let me do it. Um, I can, re-start it.
62:00
Speaker 2
all right did you refresh your local tv sir like unplug that one and then plug it back
62:00
Speaker 1
Yes, both of my read it's it's it takes about two to three minutes here, so yeah, yeah, it's updating that. So it's going to take.
63:00
Speaker 2
Do you update the firmware? Did you press to update the firmware? I see. All right,
63:00
Speaker 1
You were like put it [silence] okay. [silence] you can [silence] go ahead [silence] like that. [silence] that's good.
64:00
Speaker 2
All right, let's wait till the the light is stable and let's connect your gas.
64:00
Speaker 1
Firmware was updated. So. Not seeing a green light on mod. I'm seeing put, on both of them, solid white. But my modem doesn't have the green light that's supposed to be on the back. So, let me check and. Well, on the front of the modem, it's two, there's a blue light for power and blue light for online. So that's correct.
65:00
Speaker 2
Mm-hmm. Right. What's its eye status mm-hmm? And how about on top of your modem, sir? Is there any light on it? Mm-hmm [silence] Now, it means
65:00
Speaker 1
Okay, so, but I was thinking going, just a moment. Oh connection wireless looking for wireless networks, all right. Let me see if I can get this hooked up.
66:00
Speaker 2
That it's working. Yes. And as long as the note - Yes, sir? Yes, go ahead. [silence]
66:00
Speaker 1
not going to connect yep not connecting should I uh unable to connect to wireless network error 014.14 There should be a green light on the back, right? of my modem [silence] and there is no green light. [silence] I see just two solid white lights on both the main node and The [silence] the second node but [silence] there is no green light coming out of the at the back of the modem. [silence] So, [silence] do I need to reboot the modem? [silence] Unplug and replug. Okay. [silence]
67:00
Speaker 2
Yes, can you unplug and replug, sir? Both the modem and the router. [silence] And you're trying - [silence]
68:00
Speaker 1
Yes, which is right here by it, but it was not - I was typing in the correct new password I changed it to and um but Okay, I'm going to plug back in. Okay? Okay. All right.
69:00
Speaker 2
that connect her local, right? Okay. Yes.
69:00
Speaker 1
Let me, uh, let's get that light going. I gotta, let my dogs back in. Uh, let's go. How about they, uh, they all come out? Let's do it. Let's go online. Say it again. All right, go on. okay those are solid I still don't have a green light on the modem orange and they're supposed to be green. Red. Solid red. [silence] No. Just the modem. So do I unplug all three again? Okay. Modem, unplug, router, unplug, second router, unplug. Okay. Mhm. Oh Mhm. Mhm.
70:00
Speaker 2
Okay, so what's the light status on the note right now, sir? Are they now solid white? Solid red? Did you unplug both the modem and the router? Yes, please. Unplug both the modem and the router. Okay. Wait for 20 seconds. Yes, plug in first the modem All right, let's wait for two to three minutes.
72:00
Speaker 1
Okay. The first the uh wireless is red, solid red and the second is solid white. No, now it's now the it was the second node that is, now it's back to red. And both of them are solid red.
75:00
Speaker 2
All right, sir. Just to confirm, sir. The solid white node, is it the one connected to the modem or not?
75:00
Speaker 1
The modem... the model... ET... ET 8300... AT&T
76:00
Speaker 2
How about in front of the modem, sir? What's the light status? [silence] All right. Let's just give it a minute or two. And also, sir, can you tell me what's the model number of your modem?
76:00
Speaker 1
2,251. Sattabita Ayassabata. Hello, this is Dakot. Mmm-mmm-mmm Yeah. Now, they're both solid white, but there's still no green light on the back of the modem. I'm going to try to connect to Roku again.
77:00
Speaker 2
panel. [silence] Yeah. We start first the local before you can connect that. try to unplug it from the power source, the raw code, and then plug it back in.
77:00
Speaker 1
Yeah, I'm talking to passwords. Okay. See. There it is. Come on connect. It should connect right away. Excellent signal and unable to connect it. I don't know. The modem is just not giving signal. These others look good, but I mean it's, I don't know what's going on with it. That's so irritating. Okay.
80:00
Speaker 2
All right. Did you try to connect now the Roku to the Wi-Fi? All right. All right. Go back to the Lincus app, sir. Can you go back to the Lin-cust app?
80:00
Speaker 1
All right. Yes. All right. I'm in it. Okay. It's I have advanced Wi-Fi settings and connect a device with WP doh. Oh, oh, oh, oh, oh, oh, oh, oh. Um, it still got the old password in here. Ah, so how do I change that? Okay. And.
81:00
Speaker 2
access the app again go ahead and go to the Wi-Fi Settings. Click the three lines on the upper left corner. What are, what is the Wi-Fi name showing? All right. Okay. You just need to click the Wi-Fi Password there and then delete that one and input the new password you want.
81:00
Speaker 1
[ Silence ] save [ Silence ] continue [ Silence ] up to a minute [ Silence ] okay,
82:00
Speaker 2
Alright. [silence] Alright, is it applying changes now on the app?
82:00
Speaker 1
it is Applied it. So, Uh, All right. Let's do this, sign people. Come on, Rebooted it. Come on. There it is. Come on up here. Let's talk a little bit. Checking out this location set the connection wireless.
83:00
Speaker 2
All right, go back to the Roku search, and then connect back to the Wi-Fi. [silence]
83:00
Speaker 1
This is okay, put wireless on there. Okay, just type it in here. Please move. [ silence ] Okay. Let me go here and just see if it'll pull up anything. It's on. Whoo. Okay. Yeah. Wow. [silence] It's on.
84:00
Speaker 2
All right, is it now connected? Yes, that's good to hear. All right. [silence]
85:00
Speaker 1
Okay, so to move this other node how far away can I move it and is it going to retain its connection when I unplug it for a couple of minutes or what? Okay. So between three to 60. Now, can I go into the I mean is it going to connect on the same wireless as the first node? Like if somebody sees the address is going to automatically connect to that one. Okay. Okay, the same same name and password. Okay. Okay. All right, so I'll
86:00
Speaker 2
So if you want to relocate the other child node or this child node, the ideal distance is in between 30 to 60 ft away from the main node. All right. Yes. uh, they will share the same settings. Yes, yes, that is correct. So, once you unplug the one, sir,
86:00
Speaker 1
Yes . Okay. Okay, OK, excellent. Excellent. Let me, um, let me do that and then we should I've got to plug everything else in. I'm, I'm just sort of confused because this doesn't have a green light on the back. It's flashing orange, but I don't know. It's, it's got internet. I mean, I'm pulled up the TV, so I just don't understand that modem, but. and then I can put thing back into the node number one, correct? Okay. All right, because I have things I need to plug in and begin to get things routed here. And then that should be, uh, should take care of it. I'm thinking, um, I'm thinking, uh, I'm thinking, uh,
87:00
Speaker 2
and then relocate it to the other area you want to relocate it. You need to wait for about three to five minutes until that node or that child node is done booting up or starting up, and it will automatically connect it.
87:00
Speaker 1
Okay. All right. There's that one. Uh-huh. All right. So that should get me signal in these other places. All right. I'm going to, I'm going to move this other node and plug it in somewhere. And then, uh, [silence] Oh my god. Make sure it connects, and then if it does that, then I'll be I'll be good to go, um. Do what? once my? Are you there?[silence]
88:00
Speaker 2
And also, sorry, the main node should be connected to the modem. The main node or the parent node should be connected to the modem. It should not be moved. Hello, sir, can you hear me? Hello? [silence]
89:00