V2 Rubric Detail — c72c0d76-7421-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 01:19
Duration
70m 23s
Contact
Traci Myers
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (8 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication0.00/5
Ownership0.00/5
Escalation1.50/5
Customer Exp0.00/5
Overall18.6% (-33.4)

V2 Grader Summary

The agent failed to diagnose or resolve the mesh node failures, gave inaccurate technical guidance (T3 Not Met per Assessment 3), and did not maintain clear call control or ownership. The call ended with the issue still present and only a vague escalation, resulting in an unresolved outcome.

V1 Case Analysis

Customer with WHW03 mesh system reported nodes showing red/pink lights and inaccessible router UI. Agent instructed 5-press reset, node repositioning, and bridge-mode setup. Partial success achieved; one node remained non-functional. No definitive resolution; further troubleshooting or hardware replacement may be needed.

Troubleshooting Steps
  • Collected partial serial numbers and identified model as WHW03.
  • Instructed 5-press reset on parent node.
  • Guided node repositioning and wired Ethernet connection attempts.
  • Suggested bridge-mode configuration and Wi-Fi password verification.
Key Observations
  • Agent correctly identified WHW03 model and applied appropriate 5-press reset procedure per KB.
  • Call lacked clear model/serial confirmation early on, leading to some confusion.
  • Bridge-mode suggestion was not clearly aligned with the customer's topology or issue.
  • No definitive resolution or next step was set; call ended with partial success and open-ended guidance.
Positive Highlights
  • Correctly applied 5-press reset procedure for WHW03 nodes per KB guidance.
  • Maintained patience and professionalism despite customer frustration.
Agent Errors / Gaps
  • Failed to collect definitive model/serial information before troubleshooting, leading to confusion.
  • Provided vague and sometimes contradictory guidance (e.g., bridge mode without clear relevance to the issue).
  • Did not set a concrete next step or follow-up plan after partial success.
  • Escalation attempt was unclear and no level-2 support was actually engaged.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer's mesh system remained non-functional; no working solution was confirmed before call end.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through reset, 5-press, and bridge mode steps, but sequence was disorganized and lacked diagnostic clarity.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged OOW status and provided troubleshooting (reset, 5-press, bridge mode), but prematurely suggested replacement without exhausting all best-effort paths.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified red/pink lights and connection failures, asked for model/serial numbers, but repeated questions and failed to logically sequence root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 70%
Agent directed use of myrouter.local and attempted UI access, but did not leverage logs or remote tools; relied on verbal confirmation over direct verification.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect technical guidance: claimed Cat 5E cables are limited to 80 MBPS (contradicted by industry standard and not in KB), misidentified model E5400 as a router that can be 'upgraded' by buying a new child node that covers the old router's warranty, and gave contradictory cable category advice (Cat 8 vs Cat 5E).
Communication
C1 Not Met Clear & professional language conf 90%
Call was chaotic with long silences, frequent topic jumps, and no clear agenda or transitions.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon without confirming the customer’s understanding; many instructions were unclear.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent repeatedly transferred responsibility, asked the customer to repeat information, and finally escalated without taking ownership.
O2 Not Met Proactive follow-through conf 88%
No concrete next-step timeline or follow-up commitment was provided; the agent only said 'we’ll wait' and 'I’ll escalate'.
O3 Not Met Closure confirmation conf 90%
Agent asked for serial numbers and model info multiple times, indicating no use of prior case history.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 85%
Agent escalated the call, but the escalation trigger (hardware fault) was not clearly validated before doing so.
E2 Not Met Escalation prep & handoff conf 88%
Escalation details were not captured or communicated to the customer; no clear hand-off information was given.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed little empathy, offering generic statements and even a 'sorry, I had a belch' comment instead of acknowledging frustration.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the confused, frustrated customer; the conversation remained disjointed.
X3 Not Met Overall experience conf 90%
Customer repeatedly repeated serial numbers, Wi-Fi names, and steps that the agent could have captured once; many unnecessary repetitions occurred.
Call Transcript110 turns · 123 lines
Speaker 1
welcome. This is Justin. Yes.
00:00
Speaker 2
Welcome to Lynksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Lynksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Lynksys. My name is Nathan. May I know who am I speaking with? [silence] Justin? Yes, how can I help you, Justin?
00:00
Speaker 1
Uh, I'm trying to figure out what's wrong with our, uh, our Linksys, uh, the whole home Wi-Fi setup. This is a system out of order or out of, uh, out of warranty. Oh, can you, uh, we, we called, uh, about a week or so ago, and we have a, an old ticket number. Is there a way you can look at that to, to find out what we already did? [silence] My name is Justin. Tracy? Yeah, Tracy, the my wife. [silence]
01:00
Speaker 2
[silence] [silence] Just right. Tell me the model of your device. [silence] Okay. You'll have to deal with sir. What is your name, again? Craison I don't have treason, but I have somebody like Tracy mayors. Do you do your. Yeah. All right, let me see.
01:00
Speaker 1
Peaches and some companies are only. Yes. Yeah, we do have Internet right now. Uh, well, the the problem is the the extended the extender towers are not working. Of uh which which form.
02:00
Speaker 2
Your router is an E... E5500, right? Let me see. You don't have internet right now. Can you confirm? All right. So what seems to be the issue right now? Slow. very slow. Just tell me. Tell me the model of your router. You have an E5500, which model is it that's not working?
02:00
Speaker 1
The E5400 is the only one that's working. Yeah, none of the three towers are working. Do you want that model number? Okay. Honey, you know where the the model number is on this? Yeah, it's on there. That's right, there's serial number is specific to the unit but the model number is going to be somewhere on the spot. You reach the second floor, fire on the fourth floor, it'll see fourth. [silence] [silence] Okay. Okay, just, just wait a minute here. Okay, right there. Okay, this is Allison. Yeah. So, um, I think if we just [silence] pull up the blue, if you just [silence] Look, look, look, look at [silence] which blue? [silence] the A and B good? [silence] which one? There's three blue here. Uh-huh. [silence] The lowest A and B, which is will be on the floor here. Correct. Okay. wave that I'll open it up. I will walk towards this. All right. So you can be ready now. [silence] Wait. [silence] Okay, bye honey. [silence] Yeah. Yeah. What else you got? Any [silence] how's it? [silence] No, no. [silence] Yeah. Still here. [silence] Yeah. [silence] Uh-huh. [silence] [beeps]
03:00
Speaker 2
how about that tower what is the model of that one yes can you give me the right model underneath the router you can take a look That's done. Yes, that's done. [silence]
03:00
Speaker 1
serial number is a 2 0, Nathan 1, 0, Charlie 6, Bravo 712726. Uh, well, we've got three and those, those, those serial numbers are different than the one I just gave you. So, yeah, I've got them all next to each other. Okay, I just turned them on. So, they, they turn on a bright blue and then they go,
05:00
Speaker 2
And tell me the model- serial number. Alright. Is this the mother node? Right? That's OK. That's OK. Can you give me- can you bring the two others in the same location? Tell me the color of the lights on those nodes.
05:00
Speaker 1
Right now, it's a very dim blue. All three of them are dim blue. Honey, he wants to know the wi-fi name of... Which, the wi-fi name of what? Okay. Yes, yes.
06:00
Speaker 2
mm-hmm about the mother node what is the color of the light [silence] Bluetooth do you know the white light blinking on this w13 of the router okay you have two linked routers the first one is the 85400 and the second one is w13 the w13 is composed of three nodes the mother and the two child but no the w13?
06:00
Speaker 1
They. They, no, they, they work because we've had this system hooked together for the last seven years. Just the way I've got it now. Yes. Those, those towers will not work by themselves. Trying to hook that in and eliminating the E5400, we have no internet at all. So, the only way we have internet is the E5400. One. Oh, we have the 5-gig alert. Yes, they're, they're, yeah, they're both the same, a Wi-Fi name, but we have, she said it, we have a 5-gig of. Thank you.
07:00
Speaker 2
is different. They are not connected to each other and they will not connect. Now, if you connect them, they will have two Wi-Fi names. All right? All right. So your WHW3, all right. Let me take a look. Mm. All right. So... Ah. Okay. Okay. So how many Wi-Fi names you have in the house? One or two? One. Hmm. What's my name? [silence]
07:00
Speaker 1
Kerr, or gigahertz or whatever it is and then a 2.4. Yes. Yes. OK. Yes. On the uh. OK. Yes, honey, you want to bring your computer over here or? So we can plug the. (2. Leaders losing their way. ). You just, you want like.
08:00
Speaker 2
And... that's okay. That's okay. So, the white wine came from the. ETP 400 and the WHW3X has an access point. Am I right? Not as a router, as an access point. Okay. Okay. So, then. From it. ETP 400 confirm has internet. WHW3 not working. That's okay. We need a computer to work on this one. A cell phone will not work. We need a computer to configure it. You have a computer we can work with. All right.
08:00
Speaker 1
the Mother Tower or the parent Tower book to the computer. Is that what you're wanting to do? They said to hook it to the E5400. Okay. Yeah. Yeah. we've already done that and that one and that one is fine. Yes. Can you open a browser for him? [silence] yes. Yes, yes, sir. I know that. [silence]
09:00
Speaker 2
No, no, no, no. We need to connect to the Wi-Fi of the E5400, the regional Wi-Fi, okay? You have internet on the computer, right? Can you open a browser for me, please? Justin, just a sweet reminder. You're aware that all your all of your devices are all out of warranty, right? Okay. Let me help you. Okay. Uh, can I put you on hold, please? [silence] Yes permission from my supervisor to provide free assistance. Would that be okay? Okay, give me two minutes. [ silence ]
09:00
Speaker 1
Yeah, yeah, I'm here. OK. Yeah. Yeah. They are flashing red, pulsing red.
13:00
Speaker 2
Justin okay all right I get a good one just to set an expectation if this is a hardware issue I can help you replace it but for support okay we'll take okay all right now okay stay with me tell me the color of the light on WH W3 red white blue solid blue okay can you press the reset button Hold it for 30 seconds. Yes. The reset button. [silence] Wait until we come. All these. All three of them. Just objective. It will not. They didn't turn the magenta. Okay good good. Wait for the title note to be designed.
13:00
Speaker 1
Okay, all three are solid red. They're all red. Yeah, they're all, yeah, kind of a pink. Yeah.
17:00
Speaker 2
This is solid pink [silence] yes. [silence] one of the child node [silence] will be connected to the E5400. [silence] All right. [silence] Tell me the serial the [silence] serial number of that node. [silence] Is it the one that you gave me? [silence] The [silence] [silence]
17:00
Speaker 1
Let's see. The 2726 is the serial number on the box for all three of them. Okay. Okay. Okay. That is two zero jacob one zero charlie six Bravo 77 6 230. you want? Okay.
18:00
Speaker 2
twenty, twenty seven, twenty six, right? all right, okay, I need, uh, the other one, the one that's connected to the mother node, uh, to the ethernet, that will serve as the mother node. all right. two, two, three, four. three, zero. all right. under there will be a wifi name zero, hi, be below set of eight D. uh, can you take a look underneath? the wifi name is uh, Apple uh, suppose uh, you know,
18:00
Speaker 1
Yeah. Velo, setup 8, delta, upper. You want me to take this one to the computer? Oh, hey, honey. Disconnect this. So we need to disconnect one of the parent node from the 85400? Yeah. OK. Yeah. OK. I'm just getting some flipping in here. Do we need to reconnect the power supply? Yeah. OK. Let me check the front. I'm on the front. Yeah, what input is that, uh? Uh, power over Ethernet or something like that? Uh, 220 volts. OK, 220 volts. Uh.
19:00
Speaker 2
Develop setup Delta Alpha, correct? Can you take a look if you can see that one? In the computer? Uh, go to the settings on the computer and try to connect to that one. Got it. No, no, no, no, no, no, no, no, no, no. Use the Wi-Fi. Connect to the Wi-Fi. Use the Wi-Fi in the computer. Make sure that the matter node is wired to the E. [silence]
19:00
Speaker 1
Yes, it is. Yes, it is. [silence] So I just need to look on my device and see if it's pulling up the name that's on the bottom of this current router that you're trying to discover. So which one is it is the seven AE or the AD four or the [REDACTED_PAYMENT_DIGITS]? Uh
20:00
Speaker 2
Beta four hundred. That will be serve as your connection. And then the computer connect wireless to your W.H.W. three or velop set up 8 Delta Alpha. The password is underneath the router. Correct. [silence]
20:00
Speaker 1
Okay. Okay, I click down and it's trying to load. All right, so it's pulling up a Linksys Smart Wi-Fi web page. I see. It's loading up a page, but it is not connected to the internet. [silence] Okay. [long pause] [silence]
21:00
Speaker 2
There. [silence] 76078 Delta Alpha Echo [silence] .1 [silence] . [silence] Yes, open the browser please. [silence] Visit the website my router.local, myrouter.local.
21:00
Speaker 1
Sorry and my computer's a little bit old so it's gonna take a minute. How that is one thing is I've never seen my computer do it quite like this. It's switching back and from one screen to the other as I'm trying to get it to-
22:00
Speaker 2
That's okay, take your time, I'll be here.
22:00
Speaker 1
Stop freaking out, whatever it's doing. I think I'm going to throw that puppy again. I don't like that at all. Uh-oh. It's my computer's not liking what's going on. For some reason, it's really blinking one page. It looks like it's trying to open and then it's just... [silence] Trying to reopen over and over and over again. It's not making multiple windows, it's just not wanting to open this one page correctly. And it's opened this page before because I did this last week. So I'm not too sure why it's... Why won't it do it anymore? So why won't it do it? Can you tell us the reasons why it all of a sudden is deciding not to work? Cuz that is the way it's been set up for seven years and nothing changed. So we're assuming that one of the routers, one of the towers is malfunctioning, but they have been hooked up to the E5 [silence]
23:00
Speaker 2
Yeah. Mm-hmm. So what we're gonna do is we'll set up the WHW3 as ordinary regular router. The reason for that, yes, we can use the WHW3 mother node as access point on the E5400, but it will not go directly to the other child. So we will use the mother node. Country.
24:00
Speaker 1
[KEEP_UNCERTAIN] 400 or 5,000 whatever for seven years in this configuration. This is not a new system we're trying to hook up. And then bypassing that and just hooking up the towers, it won't work. We get no internet hooking up just the towers. So something, we need to figure out which tower is malfunctioning. Can we figure out which tower is malfunctioning? Okay. Okay. Okay. Okay. Okay. Yeah, I think so. Okay.
25:00
Speaker 2
Alright. Uh that's okay. Yeah. Yes, it will have. Yes, that's what we're doing right now. Uh right now, we'll first check the W w 3 the mother node and then from the mother node, we will check the child node one at a time. If the mother node cannot access, then we will replace it with a child. So that unpromote the child as the new mother, so that we can see it's a trial and error. There's no hard and the reason that uh hard and fast rule. The reason is they are similar. They are inter interchangeable. So whatever the configuration. Transcribe
25:00
Speaker 1
Yeah, I'm just going to try to open another page and see what's going on. I'm on my computer. I can, you mean just on my phone. Okay, let me see. So we're just trying to see if the internet is currently working, it is, um, currently working on the original router, which is the E5400. on my phone. Okay. Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
26:00
Speaker 2
Soon, the one will be because it's a mess, network. It should be like that. It should be similar. Now, tell me, uh can you try to open the browser using another browser? Let's say Chrome. Chrome is a fire or Firefox, Edge. Yeah, try as long as you can open. Mm. The objective is not to go to the inter-net, your objective is to connect to the router so that we can have a, uh keyboard and monitor the attached to the router and then we will tear steer the router to connect to the .400.
26:00
Speaker 1
Yeah, because no matter how I type in my router.local, it's just reloading over and over and over on my laptop. Wow, that's irritating. All right. I'm switching to my phone, because this is not working. Alright. So, I switch to the velup setup. 8. D4. I'm going to go to a new page on Safari. My router.local. [silence] Yep. I clicked on that one. It's not going to open because, I don't think that's how Safari works. Let me try and go to Microsoft Edge and see if I can get that one to open. Is that going to for me? Yeah. But they need them to be sitting next to each other when the lady did it last time. You kind of need to be nearby and that's stuck in the office. Nope. It's not my computer, it is the web page. uh uh uz anything from the Enosh uh, uh, uh, uh, uh, yeah, it's just looping. Disco C green. Don't oh, my. M. All right. So, the old internet is working fine. So, uh, for some reason, it's looping. So, you said it might be the that specific router. So, we need to make note that that Green. Disco connect the other node. Right? Yeah, disconnect the one that that. So, if all right, so, the old internet is working fine. So, yeah, for some reason, it's looping. So, he said it might be that specific router. So, we need to make note that
27:00
Speaker 2
All right. It's just looping around, right? All right. Okay. Can we switch? Okay. No, no. Uh, maybe there's a problem with the mother node. Can you remove the mother node, replace it, with any of the child nodes, and then just make sure, uh, to know what is the Wi-Fi name of the new child node.
29:00
Speaker 1
8D4 is not functional. Four. 8d 8. Okay. That's what I thought it was. And we're in four. Mmm. All right. So, that one, the one he's connecting now, which one are you connecting now? It's the middle one. I was three. Three, the number. 6167. 6167. So, 760. Okay. MMM. All right. Uh-huh. It says, enter the network security key, which is the router password on the bottom of it. I'll just. The one that's connected.
30:00
Speaker 2
So what is your what is my name? Audacity. You choose this one. Six one six seven so the uh Wi-Fi is 760 well except that 760 right okay okay good correct
30:00
Speaker 1
It's on the very bottom, and it's right under or in the same area as the okay, C7wIP2HL. It's encrypted when I try and type it in, so. Okay, say it again. Say it again. Hold on just a second. Yep. Hold on just a. Let me go back. 'Cause yeah, it didn't like that. All right. Say it one more time. Okay, all lower case. UC7W-I-P-2HL. So I guess the other one's trying, too. Uh-huh. So the other one went past this, too. Hmm. And so it's a Wi-Fi on your computer. And back on the computer again, trying to get that to, Yeah, I switched back to the computer because I wanted to see. Let's just turn the Wi-Fi off. Mhm. Okay. Okay, they are all disconnected. Is that turning it off or just disconnecting? Same thing. If I turn off my computer, it's going to take forever to reboot it. Well, like on your phone, you can turn Wi-Fi off without turning the phone off. And that's what I did on here. [ silence ]
31:00
Speaker 2
Is it possible for you? Can you turn off the Wi-Fi? Turn off the Wi-Fi on the computer or the phone? Wait six seconds and then turn it on again? Try to reconnect. Or the phone? Are you using a computer? Turn off the Wi-Fi on the computer. Okay. Six seconds and then turn it on.
32:00
Speaker 1
Okay, I turned it back to the little world down there. That looks like a little world. All right, so try to go to the 760 or go back into my one that's actually functioning. Okay. Nope. It needs to try again and it stuck on I already tried. Okay. All right, enter the network. Let me see the bottom of there. What the what? Can you hand me the tower? Please, please do thanks. Don't unhook it. I'm just gonna grab everything. I can actually. Okay, we get ourselves open and then we'll set it to very low.
33:00
Speaker 2
No, no. To the 7160. Uh-760. Not the one functioning. Connected.
33:00
Speaker 1
[KEEP_UNCERTAIN] there's a recovery key type that in yes, on this right where you are nope, doesn't like that okay, that one will not log in to my computer with the current password on the bottom of it. That's the first one to do that. These things are making me crazy. I just don't understand why they all of a sudden died, all of them. Rudolph. Okay, C7C. Try it again. IWI 8-2-H-L. That time it opened. It opened. Well, that's different. No, it's just trying to get me to use some sort of a Microsoft Edge extension, which we don't need. I've never seen it do this before. All right, I'm getting off about me. Can you be angry? I'm putting my phone. C7C? IWI. IWI. C2HL. C2HL. C2HL. So, yeah. So now I'm on it on my... cell phone. And that won't open either. Yeah. None of them will open. And they weren't doing this on the 19th. They were all opening. It's because they're all red.
34:00
Speaker 2
how's that correct then open the browser if you okay
36:00
Speaker 1
um, they would not open until they were not red. That lady, Kat, had figured out a way to get us to turn them blue. Once they were all blue, then they would open. Can we speak to your next and line um tech support? The next level up please? Thank you. I think the lady I talked to before was her next level up. Because she knew how to get them off of red. Okay. Because they wouldn't log on on red. So the one, oh yes, five times. So grab the one that's connected. The one that we're trying to connect is the mother. Can you press the reset? The mother one. The one we're trying to connect now is the mother. So press the red button five. Five times. Yes. [silence] [silence]
37:00
Speaker 2
Yes because it's been. Okay. Okay. Right now. Now it's not. All right. Can you press the reset button on the W3 five times? Press and release. One on the on the main node. Yeah. Five times. five. five. five. Okay. Not too fast. Not too slow. But I will still escalate you right now. There's no available level two.
37:00
Speaker 1
Okay. Thank you. is same kind of a light orange. Yeah, they wouldn't connect to the computer when they were red last time. Yeah. That means they're not working. Now it's trying to connect to the seven. Actually, it is trying to connect to that one now. Let me go look and see what it's saying. All right. And now it looks like it's connected to that one. OK. It started doing something besides nothing. Now it's green. All right, now I'm going to type in. So we're back to solid red? No, it's doing the light red light orange flash. All right, I'm going to see what it does here now. See if this thing will open. nope. Still won't open. Now it's green. Yeah, solid green. My computer is still looping. Yes, I did last time. So you mean connect the the mother node directly to my laptop? Do I have a um, what's that thing called? Yeah, I do have a usb on a laptop. Okay, disconnect.
38:00
Speaker 2
Um So that it green. Is it possible to connect wired to the and into the into the mother node extra ethernet cable, right? Okay. Make sure your mother node good good. Go go. Make sure to E-54 is connected.
39:00
Speaker 1
I don't know how to have it connected to the E-400, can we have the E-400 connected to that and no, cuz there is not two, yes, there is two, there's two ports underneath there, so we can grab that little cable. Okay, grab that little tiny cable. Do we have another cable? We have to use the old one. Yeah, this one right here. The one that the lady told us we needed to do a different cable. Yeah, I don't think it's either. Okay, then we'll be here computer. and we're ready to call Luke, Luke what is it gonna happen, Luke, gonna be like, Luke, can you get these things going? Yeah, he's gonna say, do new brothels. No, actually, probably. Yeah, we've got yeah, we have internet. It's just through the 5400. We just can't get it out to my husband's.
40:00
Speaker 2
connected to WHP third this your primary link another external cable from the host mother node to your laptop. Let's try.
40:00
Speaker 1
shop where it's been the whole time with the extender towers. We need to get it going again back out to my husband's shop so that he can do the work he needs to do. Uh, but yeah, we have it in the house, but that's not the issue. All right. So it is connected to that. Yes. Yes, it's solid again. Yes.
41:00
Speaker 2
Yeah. Can you check if the light is the light on the WH-W500, solid green? Nothing is red right. All of them. They are online. They are online. The only thing that we need to do is to switch to bridge mode so that the W.W.500 will control all of the three. So right now you have W.W.500 with internet, W.0W.3 with internet but different network. So the last missing is to make sure that they will switch the network to Eves 44. They will have the same Wi-Fi.
41:00
Speaker 1
Yes, we wanted to be linked. Yes, wh we, it, it pulled up once we plugged it into my laptop with the ethernet. Now it is asking for the access VeloF Sign in. We um touched the the mother um node to my directly to my laptop computer with the ether and, and now the web page, my router dot local is now open and it's asking for a sign in. [silence]
42:00
Speaker 2
William, my problem right now is ah I can't connect to the DSL, not 760. Tell me again. computer net, sign in, okay. you select the router, router password and then use the Wi-Fi name, the default Wi-Fi name. if it doesn't work you can reset.
42:00
Speaker 1
All right. Oh, it says it is connected. Oh, there's two of them. That's funny, okay. There's one showing Wi-Fi and there's one showing direct line. Sure What's you now it's working it's a bit through my computer, it's not working if it's. Isn't that crazy? Yes. Making me nuts. All right, so what did you say I need to put in print to sign in? [silence]
43:00
Speaker 2
[silence]
43:00
Speaker 1
he had me type in admin. the lady who had me do it before had me type in admin and then it pulled up the Linksys Smart Wi-Fi tools. is that what you're looking for? it did work and that's for the link of 6716 or 6170. yes so it opened the smart.
44:00
Speaker 2
Try to reset. It will ask for the security key. The security key is underneath the router. Go. Try. It didn't work with admin. Try to reset. Uh Okay, try admin. It may not work because it's for the Ethernet. Good. Tell me the. 671. All right. Okay, stay with me. Tell me, is the blue screen now? Okay.
44:00
Speaker 1
[ silence ] It's added by – okay. So set to PPP or – O – large E.
45:00
Speaker 2
Okay, connectivity. Let's slide under internet settings.
45:00
Speaker 1
Bridge mode, okay, okay, sorry. I'm having a hard time understanding what you're saying. That's okay. We'll figure it out. Okay. Applying changes. Okay. That's something she didn't have us do last time. Feed immediately went down to Mac address clone and typed everything in, repeatedly. And I mean repeatedly. So we got Now the the other note is now blue. [silence]
46:00
Speaker 2
Sorry, I had a belch just now. Just recently. I'm trying to... My speech is... I have a speech impediment, right? Apologies. Okay, click apply, then select OK. There will be a warning that you exempt the risk.
46:00
Speaker 1
It just kicked me off. Yeah, this the mother node went to pulsating blue. It just, yeah, all right. So let me see if I can get that to open again. You're so close. to doing something. Now it's green. No partner green? Screen and the other one's pink.
47:00
Speaker 2
Okay, and then once you click apply click OK it will go back to linked devices but limited access screen right yeah It kicked you off on the Wi-Fi but you are connected to wired that's alright. Tell me the color of the two child node are they blue up blue solid, light blue
47:00
Speaker 1
Yeah, they're solid. And that node disappears from my dropdown. Is a Wi-Fi connection. is connected as a connected connection, but not a Wi-Fi connection. Yes. That it just pop back up. Yeah, it popped back up again. So I'll see if it'll let me back in. Now, just this stupid node turned red again. No screen? Oh, it's connected. All right, it stayed. Let me go back. Let me um, see if I can get that page fired back up again.
48:00
Speaker 2
okay all the three yeah now can you disable the Wi-Fi on your laptop make sure that you are already connected wired only and try my router that local how is it so what do you see
48:00
Speaker 1
So, it's connected again with Wi-Fi, and it connected with the the secure line of the wired. I think I get my page. No, it came back. Came back, but I'm still having a hard time getting... do you want me to disconnect it again? Okay.
49:00
Speaker 2
one, two, three, four. So it and that Wi-Fi will no longer be, you lose the seven. It will be gone and what will be remaining will be your e-400 Wi-Fi. You don't see the e- the e-7.60 anymore. Correct. Hmm. No, no. It will. Yeah, disconnected over 7.60, is just an artifact, is no longer there.
49:00
Speaker 1
okay it was no longer there which one do you want me to try to connect okay yes [silence] I am giving it booted up again to it wasn't loading on the page that was already up but not opening [silence]
50:00
Speaker 2
Do not... not connect connect, I mean, you're no longer there. It means, why it? is it not it's no it's no longer there? because it's assumed the Wi-Fi name of your equal 400. Now, you're still connected to the router using wired connection. Try to open the, my router that's local connected, my router that's low.
50:00
Speaker 1
Yep, it's back up again. Now it's telling me to register my product. Oh, but it's on the E5400. Yes. OK, so that bridge must have done something so it kicked out the other one and now it's just the 5400. OK. OK. OK, so what do we need to do now?
51:00
Speaker 2
well 54 yeah you're good so meaning you lost the HWW 3 everything is now in the E2400 now you can bring the child node to the to the office I'll wait for you let's see if it works yep correct that should be the objective EV2400 will be our objective now the HWW is kick off I will wait for you move the child zone and or move the child node to the office [silence]
51:00
Speaker 1
We can't move it because it's connected though. Oh, the child node that's already working, so not the parent node. Do we have any child node working? I don't know. Well, the one, Oh, the green one. Oh, that is the child because we're so one of the child is now working. The other one because it was causing problems. Right, so we're using the E-400 as the parents and that's one of the child one that's working. Yeah. Okay. So he said to move that and see if it's still working if we move it away from the other router. So we really can't go very far with it. Okay. Uh. Yes.
52:00
Speaker 2
no no no the child no the child note is already working. yes they are green. mmm. let me sum. that summarize. ebt 400 is is your source of internet. the mother node is connecting physically to the ebt 400. you cannot move the one. but you have two WHW one three that act as the child node. okay you can move the two other.
52:00
Speaker 1
Okay. But one of them is not connected. Yeah, you have to disconnect the mother one from the E4. From the E50. Okay. So take the one that's working. That's hooked up, wired correctly. So that's still considered a child because we're using the E400 as the mother. Well, we can't disconnect that. So the ABA is broken. That's that's. That's the A8B. ABA is broken. That's that's. So, I'm going to get this one out of here.
53:00
Speaker 2
Yeah, you can discard that one that's hard or issue, that's the reason why you get the disconnection of the internet, the original modern broke, we replace it with another child, correct. Yeah, label it just so that you can't confuse it, label it as a defective broken.
53:00
Speaker 1
This one's broken. Okay, this one's broken. Okay. All right. So now we have the other one that is red. Are we supposed to move it? So the other, the other child. So the child that's working is the 760. The other child is the 7AE, are we supposed to do something with that one? Not yet. So we're disconnecting this one. We can't disconnect it. Once you disconnect it, it goes back. I can't take it over there. Yeah, we can't take it anywhere. Cause the cable's too short. Can you hand it to me so I can get it three feet away from the other one? No. Because the cable's only this long. Yeah. So the cable's only, it's only this long right there. Okay. So that's that little short cable, the Category eight cable that I just bought. Yes. All right. So do you think our cables are an issue? Because the other lady, [silence]
54:00
Speaker 2
No. That's not a good. No. Okay. [silence] No. No. No. [silence] No. No. No. [silence] Hey. No. No. Yes, I just.
54:00
Speaker 1
He told us we needed to upgrade from five to eight. Yeah. Okay. So it was connect. So we should be able to connect our old cables wrong. Yeah, we're going to unplug the tiny cable. Five. Five is the old cable. Yeah. Category five. Yeah. Look at the, um, it'll little say it on the numbers on the cable. And you can look at it with that. So that's the one that was connected to the computer. So now it's no longer connected to the computer, right?
55:00
Speaker 2
nah nah, you need to upgrade the motherboard we had determined that the mother node was defective that was the one that's causing the problem you may need to replace it uh uh I do suggest go for for yes that's okay that's okay that's six minimum right what is the category of the old cable Cat 5E is the minimum Cat 5 5E no no. no 5E is minimum minimum five. No. no, it won't.
55:00
Speaker 1
five E. Okay. So, five E is the cable that's long enough to go to the office? Okay, so what are we trying to do? We're just going to take that node into the office and make sure it's still working once it's a little bit further away from the Parent. Yes. the the five. Okay. Okay. Okay.
56:00
Speaker 2
It will work but slow. It will not go more than 80 MBPS. Ah, okay, that's good. That's good, more than enough. It can go up to 800 on that one. I do suggest, go for MX 6200. That will be good. The 4200 is close around 50 to 70 dollars. MX 6200 is stronger, better, will cost you 150. And the warranty is covered.
56:00
Speaker 1
Okay. If we were to get a higher powered router, it's still going to be connected because it's connected by cable to that. We just wanted to get further away from me. I'm going to move to the side. Okay. Uh-uh.
57:00
Speaker 2
you have new warranty for the new child note it will cover the old router even the EBT 400 will be included in the warranty
57:00
Speaker 1
Now we're just checking to see if we have wi-fi with the old, because that one is the mother. Yes, we have internet. Yay. So now we just got to figure out how to get one. Okay. So now we need to see if we can get the third one working so we can put that in my husband's shop. So how do we need to, how do we get the, how do we get the last one working?
58:00
Speaker 2
you too
58:00
Speaker 1
we had we had basically we had four routers because we had the mother and then we had three towers so we still haven't got the third tower working thank you the last three digits is what's the dee. 0 6180 Red. Right pink. I think you need to do the five on that one.
59:00
Speaker 2
"Which one? The one that's broken or the one that is wireless?" "[silence]" "Ugh." "What is the serial number of the third one?" "The last three digits only. I need the last three." "Six, one, eight, zero." "What is the color of your light?" "Red." "Mm-hm." "Right." "Can you go to the...
59:00
Speaker 1
okay. The one that's working, we have to hit reset five times. Yeah, solid. Yeah, solid. the yeah the six-180 is solid pink. The six-180 is solid pink. The six-167 is green. Yeah. Do you want us to reboot the one that's working? Right now, they're probably yeah, just bring that one back over here. Yeah, they work they were close they were close before we just moved it.
60:00
Speaker 2
That assuming it had a I've got a five five on the table. It's solid pink. Right. It's ready for setup. You said drive. Mm-hmm. How far are they? The 6180 and 67, how far? Uh bring them close. Around tree feet.
60:00
Speaker 1
okay. okay. we're bringing it back. okay. all right here. you can tell if you have oh yes you can. three to five. that to be three feet anywhere from three to five feet away from it just. okay. that's that's clear three. okay. all right they are back together again. now the other one is blue. the original one the whole thing is. six one six seven is blue. it's pulsing blue. oh we didn't hit it five times. I need to do it five times. we moved it I didn't get that done. reset. yeah hit it five times.
61:00
Speaker 2
Bring them those. The wireless. The wired. It will turn. Wait until. The calm. Pink. On the monster on 6167, five times on the six.
61:00
Speaker 1
times, sorry. We forgot. Oh, not yet? Okay, the 6 point 80 is pink. did we need to reset that one? 05- Okay, we'll hit that one five times. go ahead and do that one five times. You're, all right, journey, dove. All right, so that one, it's green. And so, what color will that one turn? Okay. All right.
62:00
Speaker 2
61 80. net net net. Wait until Rick. wait. That's it. Until the 6180 becomes pink. Okay. No, no. Only the 6167 five times. 6167 is your mother node. Blinking. It will blink green, turn red, become green, solid green and the child node will react as well. Pink, red, blink, green and then solid green. [silence]
62:00
Speaker 1
is that one still connected to the 5,400? yeah. okay. okay, the second child one is not doing anything, did we need to do something with it, too? it's supposed to turn red. yeah, it hasn't done anything. it's all green, just in the room. This, which is the one we took away? Let me go look at that. that's the 6230. yeah. yeah, the 6230 is the one we moved far away so we would stop getting so confused. All right, so the one that's solid red is the 6180. And the one that is the second in line
63:00
Speaker 2
The second one is. What is the serial number? 6230. I said all this one, but this one isn't effective, one, right? Solid RAM.
63:00
Speaker 1
And it's not connected to. No, this one's Wi-Fi. That one's Wi-Fi. That one is trying to connect. to the other main right. So both of 'em, so the hardwire, the 5400 is hardwired to the modem. Right. And the 6167 is hardwired to the 5400. Right. Okay. So that. No, the 6180 is not doing anything. Even after hitting the 6167 five times, the 6180 has not done anything besides stay red. Yeah, but he said this one was game. That one was supposed to do stuff but didn't do anything. Maybe try. Okay, try hitting it five times again. You pause. No, it's actually blue. Green. Solid green, yeah. It never went red after I hit the button five times. It didn't do anything.
64:00
Speaker 2
6 on each arrow is still not working, okay yep yep yep yep yep it's supposed to, still solid red you have to press it should it will should blink right, right there's six
64:00
Speaker 1
So I didn't be doing. You paused after the first one. So don't pause. So just do one. Then we're pushing the first one. Okay. Now it's doing something. Okay. That's great. It's blinking now.
65:00
Speaker 2
uh one six seven when you press it five times it should react it turns blue blink turn red blink blink blue and then solid green hmm press and release uh click click not too fast how about child uh eight one six one eight zero it reacts as well ah okay good good good and you have to decrease [silence]
65:00
Speaker 1
Are you ready? No. Trisha, I'm watching you. Say the word, but I'm ready. You know that. is just pouncing on her it's [ silence ] Okay.
66:00
Speaker 2
It usually takes around two to three minutes.
67:00
Speaker 1
[DOWNWEIGHT] okay. Now we're green. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yay. Yeah, me too. This is the first time they've more than wanna. Oh, now it's blinking again. Oh, the sucker turned the red. Oh, so good. Oh, good. Well, Betty hopefully yeah. Oh, it's blinking again. Okay. It's not green. Yeah. Yeah. Is it going to reach out there? Well, it did whenever. Yeah. We're going to have to see. I think we can move that one right there and then take that one back out there again because now we have the mother one here.
68:00
Speaker 2
Yeah. Yay. Good Good. Makes me happy. Okay. It will turn red. It will turn red. He will try to simulate this connection. Okay. It will try to simulate this connection. It will turn green again. It will. It will. Don't worry. It will. He did good.
68:00
Speaker 1
so. Thank you. You were a huge help. Thank you. You too. You did good. Thank you so much. Yeah, thank you for your time. Thanks. Have a good night. Bye-bye. Good right.
70:00
Speaker 2
I just had a welch powsy. I'm trying to recover right now. But I'm good. All right. And thanks for understanding. Bye-bye for now. Goodnight too. Bye.
70:00