V2 Rubric Detail — c6d6f080-7c7c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:31
Duration
65m 59s
Contact
Ryan Boulton
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00007294
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding CN
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
Escalation2.50/5
Customer Exp3.57/5
Overall76.0% (+18.0)

V2 Grader Summary

The agent achieved partial resolution: four nodes connected successfully and one was identified as faulty. Full troubleshooting was conducted using appropriate tools (5-press, app, web UI), and ownership was maintained. While escalation was not triggered, the agent provided best-effort support consistent with out-of-warranty expectations, resulting in a functional majority network.

V1 Case Analysis

Customer attempted to integrate existing WHW03 Velop nodes with new Spectrum router. Performed resets and 5-press pairing; three nodes now solid white, two older nodes solid pink (likely hardware fault). Advised possible replacement and created ticket.

Troubleshooting Steps
  • Reset main node using 5-press method
  • Reset child nodes by holding reset button until LED off
  • Logged into router via http://myrouter.local
  • Navigated to Add Wireless Child Nodes and applied changes
  • Checked LED status on each node
Key Observations
  • Agent took multiple long, unexplained hold periods (e.g., [46:00], [57:00]), reducing efficiency.
  • Model and serial information were not collected until several minutes into the call ([04:00], [05:00]).
  • Agent did not verify the admin/router password before prompting the customer to log in ([33:00]).
  • Communication was often vague and lacked clear step-by-step pacing.
  • Agent correctly used the 5-press method on MX6200, which is supported per KB (universal_5press_models.md).
  • Agent correctly interpreted solid pink LED as a sign of hardware/software failure in older WHW03 nodes.
Positive Highlights
  • Correctly identified and instructed the 5-press pairing method for MX6200, which is valid per KB (universal_5press_models.md).
  • Successfully got three of the five nodes online.
  • Correctly interpreted solid pink LED as a sign of hardware/software failure in older WHW03 nodes.
  • Collected customer contact information and created a support ticket.
  • Guided customer to use the web UI (myrouter.local) for node addition, which is the correct method.
Agent Errors / Gaps
  • Failed to ask for or confirm the router model/serial early in the call.
  • Did not verify the admin password before directing the customer to the web UI.
  • Provided long silences/holds without explanation.
  • Did not clearly summarize next steps after each major action.
  • Incorrectly suggested creating a random password in the app when login failed, which could confuse the customer.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed four nodes working (one aqua, three solid white) and accepted disposal of one faulty pink node; issue not fully resolved but best available outcome achieved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through Ethernet connection, 5-press reset, app-based node addition, and web interface login — all relevant steps for mesh node integration and troubleshooting.
R3 Met Correct resolution path conf 85%
Agent pursued full troubleshooting path (resets, app, web UI) before concluding likely hardware fault; did not dismiss out-of-warranty device but provided best-effort support consistent with policy.
Technical Accuracy
T1 Met Technically accurate info conf 80%
Agent identified symptom (nodes not connecting), asked for model/serial, checked light status, verified admin access, and narrowed to possible hardware issue after failed re-pairing attempts.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly used 5-press method (valid for WHW03 per KB), leveraged Linksys app and web interface (myrouter.local), and accessed admin dashboard to attempt node addition.
T3 Met No misinformation conf 95%
All technical instructions (5-press reset, admin password vs. Wi-Fi password, light status meanings) align with KB documentation and were accurately conveyed.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control overall but used multiple holds without clear explanation, and transitions between tools (app, web, reset) were not always smoothly framed.
C2 Partially Met Confirmed understanding conf 75%
Agent used polite tone and repeated steps when needed, but did not consistently confirm understanding (e.g., during password reset or app navigation).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, created a ticket, collected contact info, and stayed on the line through multiple attempts.
O2 Partially Met Proactive follow-through conf 75%
Agent set expectations for wait times during holds and advised 3–6 minutes for node sync, but did not provide follow-up timeline or next steps if issue persists.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact with no handoff.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Agent performed internal research and considered escalation, but stopped short of formal escalation despite persistent node failure — borderline case where L1 effort was extensive but hardware fault likely.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed appreciation, apologized for holds, acknowledged patience, and closed with positive rapport — demonstrated sincere empathy despite technical complexity.
X2 Partially Met Tone & rapport conf 75%
Agent matched customer’s pace in resets and app steps, but did not adjust language during confusion (e.g., 'Chindons', app errors), missing key engagement cues.
X3 Partially Met Overall experience conf 70%
Customer repeated serials and passwords due to ASR/accuracy issues, but agent avoided re-asking documented info and streamlined some steps via app and web tools.
Call Transcript102 turns · 111 lines
Speaker 1
[silence] Yes, I have your towers and the nodes for my internet for my Wi-Fi, my router. However, my Spectrum just sent me a new router to do something and I have that plugged in. Can I not use my towers on some other router? It's like the name is the same, but does that have to be hooked up to the? Does the main router have to be the Linksys?
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. [silence] Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you with today? Mm-hm.
00:00
Speaker 1
And the nodes will still work to amplify through my house. I need to know how to do that. Cause they're not, my towers aren't connecting for some reason. Okay, how can I figure this out to see? Mhm. Um, the model is, let's see. Um, it is, I have a serial and it says um, MAC. Serial, yes. 60K G as in George, 2301249483. Oh, hang on, is it, yeah.
01:00
Speaker 2
you can use different brand ma'am if you want? Oh, I see. I see. It depends on the brand that you'll be using if it's compatible with the Linksys device. Um, I know what's the model number of your Linksys router? Uh, it. And provide the serial number. [silence]
01:00
Speaker 1
Is an egg three. The serial number that my Spectrum cable provider sent to me. Oh, I can give you that one. That's a thing. I have little towers. Are they routers and towers at the same time? Okay. All right. The, let's see. Serial number ready? 5 8 W 1 0 M as in Mary 2 A as in Alpha UH
02:00
Speaker 2
Got it. Let me pull up here. And this is the serial number of your Linksys router, correct? No, ma'am. I need the serial number also for your Linksys router. Yes, that's our router's serial. Yes.
02:00
Speaker 1
[KEEP_UNCERTAIN] I can't tell if it's an O or a... hang on, let me see.I can't tell if it's an O or a D as in dog, 00556. So 5810M2, a D as in delta 00556. Correct. Thanks. I have, no, I have I believe one of this particular serial number. I have one, two, four, I believe, and then I have two that were older. [silence]
03:00
Speaker 2
The number of cells you have male speed of them can you see there the model number of this router
03:00
Speaker 1
let's see. it is. let me see. model. oh yeah, ready? m as in mary, x6200 right. okay. that one's already set up. so, so, okay. well, right now, my router is set up and working and my phone and my ipad.
04:00
Speaker 2
[silence] yes. Yeah, that's all right. Let me take a peek. All right. So yes, this is a latest router of Lin, but yeah, it's compatible with the other device but let's try to hook it up if you want. But I don't know how to set up the spectrum router but you can try to set up the spectrum router and then, uh-huh. Uh-huh.
04:00
Speaker 1
are connected to it and totally working and I changed the password and name to be the same one as before that the Linksys routers were on. So I'm want, that's what I'm asking. Will it pick up the Wi-Fi from the new router? Correct. Yes. Okay, that's my question. Okay, so let me look at this. Oh, so I can hook it up to the router directly? Is that what I do? Like Ethernet? Oh, I did not know that. Okay. Okay, so I will take, so when I originally had this Linksys router hooked to the modem.
05:00
Speaker 2
OK, so you use the same Wi-Fi name and password with the Linksys. Is that correct? OK. And this MX 6500, ma'am, did you hook it up already to your new router, or you want to hook it up? Yes, you can use it on the Ethernet,
05:00
Speaker 1
now I'm going to take that and hook it to the ethernet in my new router. Okay, that makes okay, let me try that. I did not know, okay. Right, so let me put that there. And then, in here. Now does that, okay. Question. The ethernet's connected to, so I have my lexus, and it has internet plug and then it has a little plug above it that has like arrows. I have it plugged into ethernet on my new spectrum router. Do I plug it into the internet on the lexistower or the one above that. Okay. All right, I do. All right, so let's be so will just I'm watching. So the it's blue dot now blinking.
06:00
Speaker 2
Yes, you can use stuff. Mm-hmm. So, it should be on the internet. Oh, I see. Alright, and also ma'am, just to confirm. So, your spectrum router.
06:00
Speaker 1
My spectrum router is a what. Oh uh model number or brain it aired. Let's see. Let me look at it um the model on my spectrum says. I mean I see something that says S AX like one VK or something. I don't see a mo like let me see if there's a model number on here. I don't I seeher number. I have no model though. Oh but you know what? Okay, so if I've got my clear dot that means oh it's blinking. Hang on. Oh now it's red. Hang on. It's still blinking. Um do you need the model of my spectrum? Cuz I'm not really seeing where it says model. Um. [silence]
07:00
Speaker 2
Well, it's an era, as I said this model number are the new spectrum router provided to you.
07:00
Speaker 1
Let me see if it's on the box. I can't. No. I see a serial barcode and then a MAC with a barcode and a number. I don't see. And then at the bottom right it says SAX1V1K. So my. My tower's red. Reset it again. Okay.
08:00
Speaker 2
One, two... Oh, excuse me, go on.
08:00
Speaker 1
Yes, I have modem and then this. Yes. But I think my links is is unless it changes. I think it's clear now. I think it might have worked. So I just had to plug it into the router. The light now is is clear and I think it's staying clear. So I think it works. I think it works. So I think it connected. Right, that's the clear light. White light. Awesome. Okay, so I think we're good. Let me
09:00
Speaker 2
All right, so you have the topologies, you have an iris modem, right, from the spectrum, and then this router that you have, and now is the Linksys router. What's the lights? [silence] Solid light. All right, so yes, it should be solid white. All right, so just observe, just observe the connection.
09:00
Speaker 1
Okay, let me double-check on my other, my other Tower. If my other Tower is bright blue, do I reset it? or does it automatically do it? Uh oh. Yeah. But if it's blue, is it supposed to be clear when it's connected? Yep. Um, yes. So, my other Towers need to be white also, right? Okay, this one's blue. Should I hit reset? It's solid bright.
10:00
Speaker 2
Oh, man. But there's 24 hours or two up to 48 hours. And then if there's a problem, then you can contact us back. Uh if if it's bright blue. Then it's already reset. Because if if if if if it is if it is disconnected to the network, the light status should be blinking red or a solid red. Um the other tower have the same mobile numbers with this. Um may know that you have right? Yeah. It should be solid white if it's connected. Yes. Um is it solid?
10:00
Speaker 1
blue, not the aqua, but like the bright blue. Okay, this one is, Uh, this serial is, where is it? Oh, ready? Five. Let's see if it's a six or an eight, sorry it's teeny. Okay, ready? Five, eight, W, one, zero, M, two, A, D, zero, zero, eight, seven, zero. No, I'll do it right now. I'll do it right now. No, I didn't do anything. So you mean press reset? Oh no? Okay. Okay. [silence]
11:00
Speaker 2
Can you double check, Mam? What's the or provide me the serial number of that one? Got it. All right. Okay. So for this one, Mam, did you press the reset button of this one earlier or not? You did not do anything? No need, because the light status is solid blue. It means that it's already reset. So that's one check. And how far is it
11:00
Speaker 1
how far apart they're well that's another thing okay I have a question cuz I've done this a million times do I need to get all of my nodes and bring them within that one to three feet of the original node again? Okay I didn't okay okay so I need to do that well I'll reset them all and then I then I'll go back and put them through my house once they've turned clear right? Okay yeah we skipped that step okay let me let me take that into that room let's see if that works Rin get the two go get those nodes from upstairs Rilace from my room and Ryder's room okay let me get this we have a lot of them uh the tower all right and it needs to be how is it one to three feet is that correct?
12:00
Speaker 2
Yes, yes. I don't know. I ah. Yes. That should be three hours.
12:00
Speaker 1
tall at 36 feet, okay, I can do that. sorry, okay, that's good. ah shoot, this dog, my kid covered up one of my plugs, hang on, sorry. okay, that one okay um Now, do I just let the original current tower do its thing? Or do I need to press anything? Okay, so just get these close to the the base, I guess. current main tower, got it, got it, got it, thank you. that one's, okay, it's
13:00
Speaker 2
You don't need to press anything yet.
13:00
Speaker 1
Okay, is it about to blink? Let's see. Yeah, so, that one's blinking bright blue. That's good. Right? Darn. Get another one. Oh, there it is. Okay. I don't know why she didn't bring it all the way to me. Alright, let me plug these in. Sorry, I have the old nodes and the new nodes. Alright. Okay. Got that one there. Okay, let me go. See if that one's doing. It's still how's it blinking? It's still blinking. Does it take like how many minutes do you think it takes?
14:00
Speaker 2
Mm hmm. Yes, it will take 2 to 3 minutes, ma'am, since you just plug it in. [silence]
14:00
Speaker 1
The original one is bright blue still instead of clear let me see how one blinking and blue and one is blinking red. The original one is clear so that's yeah so I've got the two bright blues that are bright blue.
16:00
Speaker 2
All right. And how many child nodes are we going to connect?
16:00
Speaker 1
Okay, the max, um, it will be one, two, three, five. Two are the older and three are the brand new ones that came with this original tower. Wait a minute, is that correct? One, two, three, or five. I lied. No, sorry. Sorry. There's three old child nodes, two new child nodes that go with the this um mom, the parent. What do you call it? Okay. One of the child nodes that's an older one is that aqua color. Does that mean it's working? The old one? Okay, that one, the old one is working and then the ones that actually go to this parent node are bright blue.
17:00
Speaker 2
problems in in that that's okay all right and what are the light status of the child node right now all right yes yes
17:00
Speaker 1
and let's see about this other child let me see I'm hitting reset again when I hold the reset button do I do it until it's dark or do I do it until it starts blinking a different color again like red okay and then it'll be okay so okay it's dark all right so let me check okay and the this one is red so I'm gonna hold it down and reset this one or actually blink okay okay release so when I hold the reset button down it
18:00
Speaker 2
all right. And how about the other two? Um it should be until the light went off, ma'am, or dark. Then that's the time you will release once the blue light is showing. [silence]
18:00
Speaker 1
isn't turning it off. Like, if it's now the deep blue, it's it's doing something, right? Reset doesn't turn it off, correct? Okay, so, I've got one old one that's bright blue. Not Aqua. Bright blue, just sitting there bright blue. And then the two new ones are just sitting there bright blue. So, I've got old baby that's actually the right color and one that's gray. Hold that one down again. All right. So, I held it down 'til it was red, now it's dark. Let me look at it. Let me look at that one. I guess it's there's another one that is kind of blue or gray, dark gray, it's not doing anything.
19:00
Speaker 2
Yeah
19:00
Speaker 1
It's blue. It's just so bright in here. So I have four that are showing me- let me look- Showing me bright blue. Just two of them are hard to tell because of the Sun. So one old one is actually the Aqua color, which is correct, right? on the old one, and then everybody else's bright blue, and not blinking. Now, oh, this one's red now, actually. Now I have one that's red and solid. Yes, uh, yeah, it could go pinkish red. Yep. Correct. Yep, uh-huh. [silence]
20:00
Speaker 2
there's no light at all on the other one no, yes all right so two, um, is it pinkish red or is solid red okay, and this is the, um, old one, old cell node all right, so one aqua blue, old cell node, one is a solid pinkish red, and the other
20:00
Speaker 1
mhmm the old channels mode is also blue. So two old ones are blue, two new ones are blue, one old one is, I lied sorry. One old one is pink, one old one is bright blue, one is normal, and the two newest ones are bright blue. Of the parent it's clear, it's white. Oh sorry. Oh sorry the old, um yes, the old one that's working has that aqua color. that's the correct color right? For the old, yes? Oh and now I have two that are, two old ones are the pinky red, and the two newer are blue. Okay, if that helps. I hope so. Okay. Okay. On the r on the reset button. The reset. Okay. One, two, three, four, five. Okay. Going dark. Oh no blinking, sorry. Okay. Yes it's blinking white to dark, correct. Okay. uh... The old one that was originally that looks like it's still aqua. So that one's aqua, so that.
21:00
Speaker 2
Let's check. Okay. Thank you ma'am. The next step you need to do ma'am is kindly brush the reset button of the main node. Oh but you need to press it five times like press release. Press release for five times, not too fast and not too slow. Yes, yes. So reset five times. Is it blinking white? Okay, let's try the check. And the other child node ma'am, did they responded or not.
22:00
Speaker 1
the one is still pink, um, that one is pink. and those are, uh, solid blue. one of the new ones. oh, okay, one of them turned, well, one is blinking white now. one of the new ones. so that's blinking. let me see, and the parents still blinking. that one is. okay, another new one is blinking, so that's good. case of the two new children are blinking, but one is blinking blue. the other one's blinking white. that might change, i think it's about to change. okay. okay, good.
23:00
Speaker 2
Okay. All right. Yes. Yes, since they're not blinking, it means they are now communicating to the main tower, and
23:00
Speaker 1
[KEEP_UNCERTAIN] That's fine. And my little pink old, too pink. That's weird. So the one just stayed. The right color. The whole time one of the old ones stayed awkward the whole time. Um, my two old ones that are pink. Do I need to just leave them be? What? Yes. Not blinking. Uh-uh. Two of the old ones. Okay. Okay. Oh, the parent's still blinking too. Okay. Okay. Yeah, they're all three still blinking. So, that's trying to anyway. Okay.
24:00
Speaker 2
All right, so, just, let's wait for that one later on then. So let's just wait for the other two new nodes if they will connect to the network. So let's give it three to six minutes.
24:00
Speaker 1
still blanking okay one of the new child nodes is solid white so that's good even though the parent is still blanking oh well so one of the new child nodes is solid white so that's good okay that one's good all right even though the parent is blanking that doesn't matter my parent's blanking yellow now okay okay so I've got my
26:00
Speaker 2
uh-huh. Yeah. All right. Yes, it's still communicating with the other one. All right. They are still communicating with each other.
26:00
Speaker 1
[Audience chatter] Parent is a solid, white. That's good. And solid white child nodes. Okay, so... Okay, the two new child nodes and the parent are all white. One of the old nodes is Aqua and then I've got the... I can't tell if that's gonna... better. And then... Oh! Let me shoot this one to it. That looks pink. Let me shoot feels the same. Sorry, cuz it's sunny. So, it's... Yeah. These other two okay so two old ones that are pink. Pinky red. And yeah. Correct.
27:00
Speaker 2
[silence] All right, so the two IRSago [silence]
27:00
Speaker 1
So we got three working. OK, sure. OK, ready? OK. Two, three, four, five. OK. [silence] The main tower is.
28:00
Speaker 2
Mm-hmm. I see get it. All right. So then can you do again the five press on the main node like press release for five times on the main tower? Great. And what's the light status of the main nodes Is it blinking, our main tower?
28:00
Speaker 1
Solid whites the three that were communicating are still fine. And the two babies are still pink. Should I reset those? uh, yes, they're definitely three to six. Mm-hmm. Okay. The five times. Okay. Got it. Got it. One, two, three, four, five. And I don't, should I press anything for the two pink ones? Okay. [silence]
29:00
Speaker 2
I would think, okay. And how far is it from the main node again, ma'am? three to six feet away? [silence] All right. One last time, ma'am. Press the reset button on the main tower 5 times, not too fast, and not too slow. On the main tower. [silence] No, no need for you to press.
29:00
Speaker 1
Okay, let. It is a solid white, not blinking, correct. [silence] Can I take the or can I take the
30:00
Speaker 2
knowing. And the light status of the main tower is still solid white, not blinking. Okay. Well, well. [silence] Um, later, ma'am. After we add this child nodes. OK, but let me double check here why it will not connect. Right. Just to confirm, Ma'am, do you have a Linksys app? If you don't have a Linksys app, let's try. to access that using your IP. already you have. Right. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm.
30:00
Speaker 1
OK, I'm logging in. getting router settings. OK, we found a new network. um, yes. Enter your router password. OK, it's saying enter your router password I've already changed the name of them. So it should be what I changed it to, right? Oh, no, it's saying enter your router password.
33:00
Speaker 2
uh... It should be, um the admin password. So is it? Yes, the router password is an admin password. [silence]
33:00
Speaker 1
What's that not. Hang on. Okay. It's saying enter your router password and add account. Oh, it won't let me already have one. I'm trying to hit add account, it's not letting me do anything. It's like stuck. I can't go back. Why is it doing this? Hmm. Now let me let me. All right, let's try this again. Okay, let me. Where do I link? Oh, there it is. It keeps saying add your router password and when I'm hitting add, it's just not doing anything. [silence]
34:00
Speaker 2
Is it asking you to log in or create a new one? Okay. Just create a random password ma'am. Okay. try to input the... Well I tried to create a rou
34:00
Speaker 1
No, I did. It's not letting me. I don't know why it's not letting me. Like I put in a word and I'm hitting "add to account" and it's just not doing anything. All right. Let's close it. All right. Okay. Let's see. Okay. Linksys. Okay. It's doing my little circle. Okay. It is saying "we found a new network", add to account. Should I just hit don't add or like what do I do? So I hit add and it said it asked for a password. Okay. So what do you want me to do? Because last time I hit add account, it went and asked for the password. I put it in it wouldn't let me do anything.
35:00
Speaker 2
enter your password again all right try to first close the app and then open it up let's try to check it. all right. What does it what is it showing right now? i guess what are the other options.
35:00
Speaker 1
it says, don't add or add to account. We found a new network. Okay, don't add. Don't add. Okay. It says your router has no internet connection. Select a different network, maybe. That's weird. Let's for saying, even though if I didn't have internet connection, it could be using the. You know now, just open anything. Okay, um, okay. Okay. Okay, ready. Okay.
36:00
Speaker 2
Don't add. Um, don't edit. Oh, it is, it's no internet connection. Yeah, it's connected. All right. All right. How about this one, ma'am? Do you have a laptop or a computer or an iPad that we can use? I see. So you are connected to the Wi-Fi. Can I open a browser? Open a browser and I will provide the opened uh, website you need to access. Okay, let's type in http...
36:00
Speaker 1
Mm-hm. Let's see. Colon forward slash forward slash. Got it. My router.local. Okay. And enter. Okay. Enter. Got it. Okay. So it's got my little sign in links to the page. Yes, access router, router password. Yes. The one that's on the actual router or the one I changed it to?
37:00
Speaker 2
[:|0 Yes.] [silence] [:|0 yes.] [:|0 Uhh.] The one that you changed it to? Sorry. What's what it says. Do we have a Uhh. [silence] [:|0 y you?] [silence] [:|0 yep, here it is.]
37:00
Speaker 1
Okay. Okay, sign in. It's a incorrect. That's not true. Okay. Okay. Okay. Reset password. Okay. All right. Enter recovery key from any of your notes to unlock. Recovery key. Okay. All right. Okay, recovery case seat, okay. 3, 9, 7, 3, 2. Submit.
38:00
Speaker 2
How about do you see their reset password, ma'am? Try to reset the password and then create a new one. You need to enter the recovery key from the main server. It's under the server, printed on the label.
38:00
Speaker 1
Okay, create a new. All right. So create a new password and hint. Okay. I on my password. Um, okay. Okay. See it's saying okay. I have a question. If I'm putting in a new password, is this just for what I'm doing here or is this for the password for anybody that comes to my house to use the Wi-Fi? Okay, good. Okay. All right. Making sure maybe that's what we were doing them because okay, that's okay. Then I I think it's going to be okay. I think it was that's what I did not realize I was doing. Um, uh, okay. [silence]
39:00
Speaker 2
I don't know. It's just for the admin password map for you to access.
39:00
Speaker 1
and putting in my fingers. Reset. Save the password. Enter username. I don't know. Okay. I know. Okay. Sorry. Okay. I'm in. Correct. Yep. I see it. Okay. Okay. Oops. License agreement. Hang on. Still circling. Oh, I did that. Yeah. It's I'm waiting on it right now. Yeah, I did the CA so I got my little circle going. All right. Now, um, connectivity. Got it. [silence]
40:00
Speaker 2
all right so you are now on the dashboard all right so now kind of scroll down and find the CIA word on the bottom of the screen it's under the and license agreement can you see it yes click that one please no the CIA only not the N license I see all right and then kindly go to connectivity or click connectivity
40:00
Speaker 1
I'm on connectivity. I see basic, um, I'm on connectivity. Internet settings, okay. Internet settings, internet settings. Oh, oh, sorry. Okay. I'm at connectivity. I'm on the main page under basic. What do I need to click now? What are the other tabs? Okay. Internet settings, local network, advanced routing administration, CA router. Setup the router, setup. Got it. It says, mm-hmm. Add wireless child nodes. Yep. Add wireless child nodes, clicked it. Okay. Uh-oh.
41:00
Speaker 2
and how many tabs is showing right now, huh, what are the other, internet settings, yes, what are the tabs, uh, i know, what else, how what are the other tabs showing, uh, what are the other names, yeah, all right, click save for router setup, all right, and can you see they're adding wireless child node, yes, click that one, please, yes.
41:00
Speaker 1
And And, And. All right. Sorry, I clicked it, and then I said, OK, so I think I'm going back to see a router setup. OK. Add wireless Chindons. OK. Apply. Is that what I hit? OK. I hit, OK. There we go. Apply. Sorry. Apply. Add wireless Chindons. Apply. [silence] Oh, okay. Main node is blinking. Blinking yellow. Okay, let's see. Um, that one is white. That one is white. That one is aqua. And the two older ones are still the pink.
42:00
Speaker 2
Yes. Yes, please. All right. And no need for you to click anything. Let me check, ma'am. What is the light status of the main node? All right. How about how about the other two nodes that we're working on?
42:00
Speaker 1
I'm sorry, Chris. The parent is white. Yeah. The two that we're not connected are still not connected, correct? And all the other ones are fine. Correct. Nope. Okay. Add wireless child nodes. Apply. Okay. [silence] Zara. Yep. [silence]
43:00
Speaker 2
All right, so they're still solid. Solid white. And the main node is now solid white. It's not blinking anymore. Mt. Mauna Kea, click again. Add wireless child nodes. And apply.
43:00
Speaker 1
blanking? Could it's two older it's just be bad. or, okay. Cause I feel like one of them in the basement is red all the time or pink or whatever. But I feel like it's never clear or okay sorry, this cold. But the other one works. Okay, I'll tell you. Alright. The first one is model. Okay.
44:00
Speaker 2
[silence] Let's double check on that Bob let's try. [silence] Can you tell me what the model number of that two old
44:00
Speaker 1
Um model, uh I'm supposed to see. Um, name password recovery key. I've got serial number. Oh, hang on, there's a model. I'll see it. It's teeny. Okay, it is uh, w, h, w, 03. Is that right? Okay. and the other one. Sorry, it's like so teeny. I can't tell. I'm making sure it's an h not 9. The other one, little more light over here. Let's see. Um, where is it? Oh, this one is w, oh, they're both w, w, 03. Hey, you know what? Hang on. Yep, does that make sense? Is w, w, 03 right? Okay. Okay. and they are yes, they are both
45:00
Speaker 2
It's under the links is it. Yes, yes. How about the other one? Okay, right. Get it. And they are still solid drinking. Yes, yes.
45:00
Speaker 1
both still pink.
46:00
Speaker 2
Is it okay, if I put this call on hold for about three to five minutes? I just need to pull up some information. Thank you so much. just say in the line. I'll be right there. [silence]
46:00
Speaker 1
Yes. Um, yes. They are. They are not.
50:00
Speaker 2
hello, ma'am. Yes. Thank you so much for patiently waiting on the line, ma'am. Okay. So let's see here. And the light status of this child node is still solid pink. [ silence ]
50:00
Speaker 1
children. Okay. Okay. Okay. Right. Okay. So, um, alright. Links is at Pam. Wow. Okay. Um. So, I'm on, you want me on the app or the, the internet like we were just were? Okay. I'm on the app. Do I want to log out and log back in? Because it's on the, okay. Or troubleshooting. Log in with router password. Okay. Let me log in with, okay. I'm gonna log out. Okay. I'm gonna log back in. Okay. Email.
51:00
Speaker 2
All right. So one last time, ma'am, we will access your linksy app and then we will add it using the linksy app. I'd let one last time if it will not add then there might be some software issue with this child mode, since it's already um, older version. Um, the app, ma'am. Linksy app. Yes. On your phone. Yes.
51:00
Speaker 1
All right. OK. Getting getting settings. OK. OK. See if this will keep doing that for right, let me, all right.
52:00
Speaker 2
Yes, input the new router password that we created.
52:00
Speaker 1
So I'm on I it says your router hasn't internet connection trouble shoot replace nodes Uh what should I do? Or log in with router password Okay. No, oh sorry. Does it say log out? No, it says log in with router password. Are you sure you want to log out? I said log in with router pass. Let me log out. okay, all right. Router password. There we go.
53:00
Speaker 2
but it says yes logging in using router password
53:00
Speaker 1
Okay, see if that works. Okay, looks like we are on it says okay thing five devices six nodes it has an exclamation point with a red on it, yes, got it. Okay. Set that new product, got it, okay, it has
54:00
Speaker 2
Oh, I see you get it all right, kindly click on the three lines on the upper left corner of the screen all right, scroll down and then go through or click the setup a new product all right, and then just follow the steps.
54:00
Speaker 1
add node okay allow like it says allow link sys to find devices yes okay allow okay did it plug additional node into power near the router got it make sure everything is finished starting up okay so I got to check it says make sure everything is finished starting up the light will blink while starting up and turn solid when it is ready so they are still pink do I need to hit no the light is solid okay no the light is solid okay got it okay it's looking okay crazy this does this
55:00
Speaker 2
What I did? And what's the latest status, ma'am, of the main node? All right. Uh huh. All right. Yes, yes. So let's wait, ma'am, until it's then. Let's say it takes about three to six minutes. All right. Uh huh. All right. We
55:00
Speaker 1
Sure. That's, that's fine. Thank you. Okay Okay. Ah, No.
57:00
Speaker 2
All right, is it okay, Ma'am, if I put this call on hold again for three to five minutes? I just need to pull up something. Thank you so much.
57:00
Speaker 1
Still on the phone with Blackbird. Yeah. Somebody's over there. [silence] You already learned a big walk. It's hard for him to it's hot come stand behind me like, gonna wait for rob yep. Oh, hey. [silence] hello. Okay, that's good. Hello? Hello? Hello? OK. Can I see his dressing? You might have problems. Hello, I'm on hold, but I want to tell her that I think one one one work one that'll I don't think it's gonna. Yes. Um, okay, so, good news, one of them responded properly. So one of the nodes is the aqua and the other one is still red. And I'm assuming this is probably the one that's been read every time. So, do you think it's just shot or can we look at that? Like, what do you think? It's pink. Um, yes. Originally, they both did blink. They both were blinking at one point, but this one right now is staying solid pink. Okay, it's just junk. You think okay, so that one is just trash. Okay, I'll just get rid of that one. Okay, the other four are all the proper color.
58:00
Speaker 2
Hello ma'am, yes thank you so All right is safe solid pink it doesn't link heart Mhm. Thank you for asking the yes ma'am there might be some um hardware issue with this or software issue with this router since it's already up to date. Yes. Yes it's all
64:00
Speaker 1
Yes. Awesome. Okay. Well, thank you very much for your help. And as always, very good customer service with links. I appreciate it. Yes, Bolton B- O - U - L - T - O - N, Ryan. R-Y-A-N, at hotmail.com. Okay. Um, that's okay. you could just email sign. Thank you so much. You too. Thanks. I will say this.
65:00
Speaker 2
So yes you may relocate this child node then the area you want to relocate. You're very much recommended, and also before you uh, I let you go, can you provide your email address and also your first and last name? Um Mmhmm. Is that it? Thank you so much. So let me create a ticket here and also, if you need further assistance, then I can provide you the ticket number so that you don't need to repeat yourself. Do you want me to provide you the ticket number? Okay. So then Mhm all right So thank you so much for your cooperation and your patience during the process, and have a good one. Bye for now. [silence]
65:00