V2 Rubric Detail — c813a03c-794e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:24
Duration
83m 52s
Contact
Dennis Marone
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
#LTS00136000
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Re: Linksys Support - Device reconfigure_WHW01 - #LTS00002606
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (12 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy (C) — agent made inappropriate personal remark ('What’s your age gap with your wife?') — and Avoidance/Evasion (B) — agent avoided responsibility by incorrectly declaring devices unsupported and suggesting purchase of new hardware instead of pursuing valid troubleshooting or escalation.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the issue, provided technically inaccurate guidance by instructing a 5-press reset on a VLP01 (not a supported model per universal_5press_models.md), and made unprofessional personal remarks. The agent avoided ownership by incorrectly claiming the devices were unsupported and directing the customer to buy new hardware.

V1 Case Analysis

Customer unable to connect VLP01 child nodes to WHW01 mesh after switching to Starlink. Agent provided reset/pairing steps but made inaccurate claims about VLP01 support, engaged in off-topic conversation, and failed to verify connectivity. Recommended purchasing new Wi-Fi 6/7 nodes without confirming warranty or offering valid escalation.

Troubleshooting Steps
  • Instructed customer to power-cycle and reset parent WHW01 node (30-second reset).
  • Guided customer to perform a 5-press reset on the parent node for pairing.
  • Advised resetting each VLP01 child node for 30 seconds.
  • Attempted to retrieve Wi-Fi password via QR code and email screenshot.
Key Observations
  • Agent made multiple materially inaccurate technical statements (e.g., VLP01 unsupported, 'Lexus' brand, out-of-warranty claim) without evidence from KB.
  • Extended off-topic personal conversation (e.g., burial preferences, age gap with spouse) from [16:00] to [24:00] and [49:00] to [51:00] disrupted call flow and professionalism.
  • No verification of internet connectivity or successful node pairing was performed.
  • Agent failed to collect or confirm serial numbers for VLP01 nodes or check warranty status.
  • No case documentation or escalation path was established.
  • Agent did not confirm successful addition of child nodes or check LED status after pairing attempts.
Positive Highlights
  • Correctly identified WHW01 as parent node and attempted to guide reset and pairing procedures.
  • Correctly instructed 5-press method for WHW01 parent node (compatible per universal_5press_models.md).
  • Attempted to retrieve Wi-Fi password via QR code and email to assist customer.
  • Repeatedly asked for status updates on LED indicators and app feedback.
  • Offered to assist again if customer purchases new hardware.
Agent Errors / Gaps
  • Stated VLP01 devices are no longer supported — contradicts KB: VLP01 is a valid child node for WHW01 mesh (universal_mesh_node_management.md).
  • Repeatedly misidentified brand as 'Lexus'/'Lynxus' — serious accuracy failure (transcript [78:00], [79:00], [80:00]).
  • Claimed all customer devices are out of warranty without verification — violates protocol and accuracy.
  • Engaged in extensive off-topic personal conversation (e.g., burial, age, weather) from [16:00] to [24:00] and [49:00] to [51:00] — severe communication and protocol failure.
  • Failed to verify internet connectivity or successful node pairing before suggesting hardware replacement.
  • Did not confirm successful addition of child nodes or check LED status after pairing attempts.
  • Did not follow proper mesh node addition procedure for WHW01 (5-press method is correct, but pairing success not confirmed).
  • Did not check or update firmware on parent or child nodes before troubleshooting.
  • Failed to collect serial numbers for VLP01 nodes or perform warranty lookup.
  • Did not offer valid escalation path or create a case for engineering follow-up.
  • Provided vague and inaccurate price estimates for new hardware without confirming compatibility or warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent advised customer to purchase new hardware instead of resolving the issue; the VLP01 nodes were not successfully integrated and the system remained non-functional.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic troubleshooting (e.g., power cycle, correct reset method) and incorrectly instructed a 5-press reset on a VLP01, which is not a supported model for that method.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared all devices out of warranty and unsupported, failing to recognize that WHW01 is in-warranty and eligible for support; advised hardware replacement over proper troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify correct symptoms, asked irrelevant personal questions (e.g., 'age gap with your wife'), and did not determine root cause; no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., admin interface, logs, remote session); relied solely on verbal instructions despite customer confusion and failed setup attempts.
T3 Not Met No misinformation conf 98%
Agent instructed a 5-press reset on VLP01, which is not listed in universal_5press_models.md; claimed 'we no longer provide technical assistance' for VLP01, which is contradicted by the general support policy in universal_support_contacts.md and the OOW standard in the rubric.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lost control of call, interjected personal anecdotes, and failed to maintain focus; customer repeated steps and expressed confusion multiple times.
C2 Not Met Confirmed understanding conf 95%
Agent used unclear instructions ('click five times') without confirming understanding; did not adapt language to customer’s age or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by suggesting customer buy new hardware; did not attempt full troubleshooting or escalate despite unresolved issue.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline; only vague suggestion to 'call back if you have trouble' — no follow-up plan or resolution path provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent failed to escalate despite clear technical complexity, incorrect guidance, and inability to resolve; no valid trigger evaluation performed.
E2 Not Met Escalation prep & handoff conf 93%
No escalation executed; therefore no correct path, details, or customer notification provided.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent made unprofessional personal remark: 'What’s your age gap with your wife?' — irrelevant and inappropriate in technical support context.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s repeated confusion; continued with complex instructions without simplification or comprehension checks.
X3 Not Met Overall experience conf 96%
Customer had to repeat information and re-attempt steps multiple times; agent introduced unnecessary friction by misdirecting on reset method and password entry.
Call Transcript125 turns · 133 lines
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]
00:00
Speaker 1
Yes. I thought I had an internet provider called Breezeline. transcripted
02:00
Speaker 2
Hi, thank you for calling LinkSys Technical support. This is Rio. How can I assist you today?
02:00
Speaker 1
I switched over to Starlink and I'm trying to make sure that my link is that Valop I guess they're called, uh are hooked in with my Starlink. So I was wondering how I do that. I want it in addition, I don't want to knock Starlink out. I already have. Oh no, I already it's already been set up. My Valop has already been set up for years. But I got a new Internet provider and I'm going to get rid of my other Internet. So I wanted to make sure the Starlink it feeds off of Starlink. That's what I'm saying. Does that make sense? I don't know. I'm I'm not smart at this.
03:00
Speaker 2
places. So, what we're going to do, sir, are we going to set up your whole system from the start? Is that what we're trying to do?
03:00
Speaker 1
Right now I got two, I'm getting rid of one. And I'm keeping Starlink. Yes, yes. No, that's how I'm, that's what I'm trying to figure out how to do. Right. Yes, Dennis, Dennis Maroon. That's all right, you can call me a moron, I don't care. How many,
04:00
Speaker 2
I'm sorry, how many Internet service provider you have right now? So, which one are you? So, you're gonna remove the Breeze line, is that what you wanted to do? Okay. But the Starlink, did you already put the Linksys device connected to the Starlink? Ah, okay. So, again, sir, we are what we are going to do is we're going to set up your Linksys devices to the Starlink Internet. Okay. Can you confirm to me, sir, if I'm speaking with Dennis Monroe, Maro? Sorry. Huh. [silence]
04:00
Speaker 1
OK. I guess, let me, just figure it out. I got, one. two. three, four. I got some, I think I only, I think I have four. I'm just looking real quick cause I might screw up. I'm old. I'm 71. I'm getting old and getting forgetful. two, one in the bedroom, street and one out in the garage, is four. I got four. Uh, well, yeah, they're all, they all look the same. So, I guess the model number is probably the same. Uh, the model number here is VPLP01. Well, I look, I have no idea. [silence]
05:00
Speaker 2
linksys yeah how many did what okay what's their model number four of them have the same model number
05:00
Speaker 1
Let me let's look. I gotta let's see this one here is this one's VLP 01. Wait I'll go look at the other two real quick. Dot dot dot dot dot that's two. I'll make it quick. uh uh let's see. This one here is this one is VLP 01 and let me I got one more to check [silence] This one here is W H W 01. Yes. W H W 01. Yeah. Okay, do I need to bring every wire with me or can I just bring the nodes?
06:00
Speaker 2
only one w 0001 sir okay alright so uh sir um kindly gather all of your notes near the motto modem of starlink so we can um set them up?
07:00
Speaker 1
Okay, so let's let me take this side out of here and unplug it. That's one. We're gonna set these up one at a time. Okay, so I need to plug them in, all plug them in, right?
08:00
Speaker 2
the nodes together with its power adapter. No, we're gonna set them by two. Yes, sir. Plug into.
08:00
Speaker 1
okay. wait, hold on. I- I walked away from my phone. what did you say? Oh. ok. ok. then I got them out here. let me find a plug. I'll ta- pull this out. I'll plug this in. okay. hold on. so, I think I could take this here. [silence] you know, I
09:00
Speaker 2
he will pay zero one. And then the other be LP zero and the 0d 0 0 we're gonna do it later. Plug in the W HW, Joel one and then one VLP zero. Okay. And then kindly connect to vdw one kindly connect an Ethernet cable to that and then connect it directly to the start link. 1 2 and
09:00
Speaker 1
wait. just one second. let me find the cable I got here somewhere. and then hook this into the StarLink. okay, I got that W, W01 or whatever it is into the StarLink. WH, WH, W01. sure. uh, the serial number is serial number is, uh, [ silence ]
10:00
Speaker 2
Okay, all right. Then for that W.H., yes. Can you provide to me, sir, what's the serial number for that? WH 01.
10:00
Speaker 1
25 f is in Frank one zero 60 six nine two one three three six. I did that. The no the Starlink is hooked up and then only the links us yes. Right now it's red silence
11:00
Speaker 2
Okay. Right. yeah. Uh continues our plugging in the, the aethernet cable, the back of that parent node. Okay. so in the modem from Thor Lake there's no other aethernet cable connected to it, right? only the links. okay. okay. yeah. uh, once it's, turned on, uh, just tell me the light at the top of the parent node.
11:00
Speaker 1
It's all ready plugged in. It's blue. Do I have to plug it into the back of the Starlink? No. Okay, it's right, it's right besides all, all these other ones. Now, should I shut the other two off? They're in, yeah, they're, they're in another room, but I'll go shut them off. Okay. I gotta shut this one off. I'll just unplug this. And then I'll, I'll unplug this one. Okay, I got those off. The only two I have.
12:00
Speaker 2
Okay. Can you plug in also one of the, uh, the VLP 01? So we can add them together. No. It needs just to be turned on, uh, Am I? Uh, yes, sir, and you need to turn off the other two. So, yeah. [silence]
12:00
Speaker 1
On is that W H W 0 one in the other V L P 0 one they're all beside the Starlink we're all here together how long 30 seconds? [silence]
13:00
Speaker 2
OK. OK. All right. Give it some time. OK, all right. Now, Cyril, for the one that is hook up to this far link, can you try to reset it? Like hold and press the reset button for 30 seconds. Yes 30 seconds.
13:00
Speaker 1
I'd say that's about 30 seconds, leave off. Okay. Okay. 30 seconds, okay.
14:00
Speaker 2
yeah, yeah, you can release the line. and then for the for the for VLP01 that you have there, you can try also to reset the device. You hold and press reset button for 30 seconds.
14:00
Speaker 1
Okay, that ought to be about 30. You there? Hello? Oh, okay. I just want to make sure you were there. I see a purple lights on. Looks like purple, it's not blue. Oh, it's got a purple kind of a shadow looking. It's probably, pinkish and blend in with the blue, but they're there that little last bit, it's like 31 and a half. I don't know, maybe not though.
15:00
Speaker 2
Yes sir. Once you reset each your nodes, sir they should show purple or magenta lights. yeah. [silence] just like my dad as well. no, he's he's actually like around 60 65. all right. so right now, sir, what's the latitude indicator showing for
15:00
Speaker 1
Oh. They're both magenta. Yeah, they're both off. OK. OK, say, hit the reset button, what? OK. Not too fast. OK. OK. I did. Now it's like an orange,
17:00
Speaker 2
those nodes that we have turned on? Okay. Now, Chef, for the other child nodes, the two VLP01, did you turn them off, already? Perfect. Okay. So, in the parent node, sir, the parent node is the one that is connected to the modem and Starlink? Can you try to click the reset button five times? One press for one second, not too fast. click the reset button five times, not too fast. All right, good.
17:00
Speaker 1
where my camp is? Oh, and my air conditioning wouldn't even keep up. was so hot. Yeah. Oh my. Oh really? I I didn't see that. Wow. That's not good. yeah, geez. Right now I see that that node is is is blue. Now the other one, the other one's sitting here is blinking off and on. Yeah. Yeah, will we dust again? Yup. When I die I'm getting cremated. Oh you you you bury the body. Uh huh. Yes, we have those too.
19:00
Speaker 2
[silence] What's your age gap with your wife, by the way? [silence] Well, too young, still too young, can have lots of boyfriends. So, yeah, sir. [silence] How about right now? What's the line indicator showing for those two nodes that we tried to set up? Perfect. So, meaning to say, those nodes is already connected to your network. [silence] Before we add your two child nodes, sir , do you use a Linksys app by chance? Okay. Can you try to go first to the
24:00
Speaker 1
okay, hold on. on on my links this app, right? all my settings, my settings. okay. okay. I'm there. my settings. now, where do I go then? Okay. I have Starwood locked up right now on my phone. Oh, oh, here I see, I see Velapp setup and Velapp setup, two of them. Yes. Velapp my, on other networks, it says Velapp setup A28, Velapp set up, e measure.
25:00
Speaker 2
Hmm. Go to the Wi-Fi settings. In the Wi-Fi, check the available Wi-Fi. Name, say that again. Okay. What what's two of them develop setup. What's the Wi-Fi name. Sorry, go ahead. Yeah, it's okay. Oh, okay. uh, search try to check underneath of the uh, there is a wifi name showing there. Can you try to connect to that wifi name? Um, at the bottom of the parent node, try to flip it and check what's the wifi name showing there at the bottom. Okay, try to connect your phone sir to that wifi name. Um, okay, password is indicated.
25:00
Speaker 1
okay okay password oh boy well i gotta go get a magnifying glass hold on where is it that's another thing i hate i hate being old here's a magnifying glass i figured i should do this while my wife's not here she'll want to watch something or do something and i'll have everything screwed up okay, so let's see uh the wi-fi is i guess that's an l are these all capitals or must be i
27:00
Speaker 2
At the bottom of the device also. Below the Wi-fi name showing. No the some of it are small and some are capitals.
27:00
Speaker 1
I'm unable to join for some reason. Oh. Let me try to go. What did you say? Okay, I went back. I'm going to put the password in again. Does that make sense? Okay. I'm just looking here. It got to be an L. I don't, it doesn't look like it's. Is it a capital I?
30:00
Speaker 2
You can try to click search, forget network so that you can put the the password again. [silence] you can try to forget the network and then try again to put the Wi-Fi password.
30:00
Speaker 1
let's see. I'll try it one more time. You can also access this Wi-Fi network by bringing your iPhone, … near any phone, iPad or Mac which connected to … this network. … well, that I don't understand because I'm I'm there already. … it doesn't say that. Let me go back out here and see. … I hit that button and it just takes me right to the … so I see the the the password and it looks like
32:00
Speaker 2
says there for get network. Cause once you click. You didn't have an option there like when you try to click that Wi-Fi name, you can forget the network or disconnect to the network.
32:00
Speaker 1
Maybe it's a, is it a lowercase L? Okay, hold on. Let me try this. You are cold. Oh, yeah. Yeah. So I got to go into my camera, right?
33:00
Speaker 2
I'm sorry but we don't have a visibility for the password sir. How about this sir? Do you see there a QR code that you can scan at the bottom of the parent node? Okay. Try to scan that the uh QR code sir so that you'll be connected directly to the linksys Wi-Fi. Yes. [silence]
33:00
Speaker 1
Let this here so I can hold my hands here. All right. I'm trying to get it to come in. I don't know why it's not picking it up.
34:00
Speaker 2
[eight, me?] how was it?
34:00
Speaker 1
It's not picking it up. Yeah.
35:00
Speaker 2
How was it, sir? It's not- [Keeping you up?]
35:00
Speaker 1
for QR code and then I touch that but it's not moving over. It's not turning yellow. It's turning yellow, but I mean, I'm trying to capture it. That's what I'm trying to say. Let me, let me just try one more time. This, uh, this, uh, thing. Let me go to my links. It's here. Where's it at? Right there. Oh, I'm on it. Go to my settings. That's what I'm talking about. Yeah. Okay. So let's go to the F41. And so. And
36:00
Speaker 2
How about this? Uh, Can you try to take a screenshot of the picture?
38:00
Speaker 1
Sure. One, one, one. second, let me just... easy okay, i'll take a screenshot of it Correct. [silence]
39:00
Speaker 2
I'm sorry. Can you try to take a screenshot of that? your node that you have there. I'll try to check what the Wi-Fi password is. OK, I'll try to send you an email. Hold on. Is your email address. Is this the correct. Mr. Harper at Atlanta. I'm sorry at Mr. Harper atlanticbb.net. OK, I'll send to you an email. Hold on. Alright, so I've sent you an email. Sorry. Can you? [silence]
39:00
Speaker 1
I don't see it yet. I'm looking. Let's see if it went into something. Let's see. I look at the jump. That's not it. Hmm. No. Let me ask it this. Can you send it to a different email address, Mam? Maybe. [silence] I have, this one usually work quicker, it's d-e-n-n-y-m-a-r-o-n-e at gmail.com. Huh.
42:00
Speaker 2
Yeah, sure, not a problem. Go ahead. Okay. Let me check.
43:00
Speaker 1
Not coming in yet. Yes. So will let me see here, downloading one message. [silence]
44:00
Speaker 2
and let me send it first. All right, done sending it to you, sir. When you refresh your email,
44:00
Speaker 1
Is it lynx lynx is technical OK. Oh, so I I'm trying to figure out how now that might hit reply. So I got it. Go ahead, go ahead. Tell me [silence]
45:00
Speaker 2
yes sir. can attach the picture there uh... uh there'll be an option to reply. and then there's a picture. picture.
45:00
Speaker 1
[silence]
46:00
Speaker 2
Square picture after you click the reply. Okay, an icon, a small icon. Yes. It's okay, sir. Uh, do you, you don't need to go back to your camera or to your photos or gallery. When you hit reply, you will need to click the uh an icon, uh a picture icon or a square icon and then automatically, it will route you to your photos so that you can select which photos you are going to attach. Or oh, let's say, do you see a paperclip icon there? Okay, try to click that one. Uh-huh.
46:00
Speaker 1
Okay, hit that.
47:00
Speaker 2
Okay, so just tell me if it is already sent. Okay, we'll wait for at least two minutes cuz I guess it's still not yet received here in my end
47:00
Speaker 1
[silence]
48:00
Speaker 2
Uh, were you able to attach the picture? Sir? [silence] mm-hmm mm-hmm yes uh yeah it doesn't matter um-hmm okay yeah okay mm [silence] okay uh
48:00
Speaker 1
Yep, I'm there right now. Yep. Yep.
51:00
Speaker 2
I tried to check sir with the email earlier. Oh, here we go. we check, uh, gotcha. All right, uh, where's the password here? Check the password. okay now sir can you try to go to your uh wi fi settings? all right you see now the velop af4. Wi Fi name? can you try
51:00
Speaker 1
yep i did it says gotta right gotta put the password in yeah nope just a password i see sit all as i see is it says join develop set up AF 4 it's saying entering the password to join okay LD l
52:00
Speaker 2
Can you try to click that first? Okay. So, when you tried to click that one, what are the options that you that it provides to you? Okay. Only the password, no forget network. Can you try to scroll down. Do you see there an icon beside the Wi-Fi name like letter I? Like, their I icon? Okay. All right. Can you try to put there. L small, uh, all are small letters, okay? Lowercase. Can you put there LDL? [silence] 0.
52:00
Speaker 1
Okay. That's a zero, huh? new to are the VZ. It went in. We should have done that a long time ago. Okay. Oh, right there it is. Getting router settings.
53:00
Speaker 2
We. Mhm. you. Putin. E. V. Z.
53:00
Speaker 1
OK, now it says home has no internet connection. Home, home has no internet connection. So is it because I pulled this out of there which just has to go back anyhow. Paul, log out? Yes. Are you sure you want to log out? Yes, log out. OK. Now it's asking me terms and conditions. Agree?
54:00
Speaker 2
okay, sorry, home is, do you see an option there lag out? try to lag out, sir. I, I, okay. Yeah, agree, finished it, set up wizard.
54:00
Speaker 1
Okay. Connect the router to your modem or source of internet. I got all that done. It's connected. Plug additional nodes into power near the router. Should I take those other, other two nodes that I have and plug those in too? Okay. Okay. Next. Okay. Checking for internet. It says it could take up to a minute. Use the same Wi-Fi settings as home.
55:00
Speaker 2
What is the option? Yeah, done. Yeah. just no, sorry, just let's just finish that uh option in the app. because we've already added already [silence] [silence]
55:00
Speaker 1
no logout okay name your Wi-Fi I guess it would be go ahead I'm sorry story link okay what should I put in there should I put Linksys No okay all right
56:00
Speaker 2
No, no. Okay. Try to, try to rename your Wi-Fi, sir. Uh, make sure that it is different. No, uh, make sure that it is different from your StarLink Wi-Fi name, uh, because you will have two Wi-Fi names. Wi-Fi name for StarLink and Wi-Fi name for the Linksys. Yes, so that you could be able to identify because if you are going to have the same Wi-Fi name for the Linksys and StarLink, um, you will not be able to identify which one you are going to connect because Star Link is, uh, just good for a specific location. However, for your Linksys, it can provide you extended network because you have child nodes. [silence]
56:00
Speaker 1
So, now it's asking me for a Wi-Fi password. Do I make one up? My email address? Now, I don't need it. Skip now. Because I'm not going to use the Mr. Harper anymore. Okay, it says create your router password. [silence]
57:00
Speaker 2
yeah you can create your own Wi-Fi password you don't need to put any information about that yes skip now okay so that's the important one sir router password is the login credential when you are going to log in
57:00
Speaker 1
[KEEP_UNCERTAIN] [silence]
58:00
Speaker 2
into the Linksys app. So, you can create a router password, so that'll serve as login. make sure it's not repeating and non repeating. you can use it sir. it just that it won't allow you to repeat a words or letters. sorry, letters that is repeating.
58:00
Speaker 1
special character I did that. Just not letting me. Okay, so I got to do it again. Hold on. It wants me to router password hint. Oh, okay. Now it's configuring my Wi-Fi. at work. So we're getting, we're getting somewhere, huh? Hmm.
59:00
Speaker 2
make sure you save it, okay?
59:00
Speaker 1
So is it daytime or nighttime where you're at? Oh, it's 12:24 daylight today. Yep. Yeah. Okay, so now, now let's connect to your new Wi-Fi. Okay. Okay. I don't hit I don't need to hit next on your on your on this place, right? Yeah. Hm.
60:00
Speaker 2
Oh, uh, 12:00 p.m., 12:24 a.m. Yeah. We have uh reverse, reverse. Okay, all right. Uh you can try to go again to the your settings there in your phone, WiFi settings and find your WiFi name, new WiFi name. Connect to it.
60:00
Speaker 1
it says it's it tells me step one go to your phone's settings hit a Wi-Fi uh and then then it says uh once connected return Oh okay okay once connected return hold on yep yep okay so now am I going to hook on to my star light or do I hook on to my other okay so the 138 that we didn't do yet okay so now I'm at the a 28 one and is this I need a password
61:00
Speaker 2
[silence] What does it shows there in the app? [silence] Cool. [silence] Okay. [silence] Yeah. right. [silence] You just minimize it and [silence] the linksis Velo Wi-Fi name sir. [silence] Okay. [silence] You're connected. [silence] Okay. [silence] The password that you've created last time, the Wi-Fi password. That's the one that you're going to put.
61:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Hold on. I don't need to go in. I don't now, Am I supposed to go into that up? A28. I said, am I supposed to go into the other up or should I go into my Slink? Okay. It's an it's the other up. The work on though. So when I do that and I put in there The
62:00
Speaker 2
Sorry? I'm treasure. Just in the Velo computer. You don't need to connect to your Starlink.
62:00
Speaker 1
It's not taking the password. Should I use the password with the new, the other velop that's on the bottom of the envelope? Okay, maybe. Okay, let me try. Why isn't it not taking it? I I, uh, now there's two two I created. I created in the beginning as we were working, then I created the one at the end. [silence]
63:00
Speaker 2
No, Sir, you remember you created a new Wi-Fi password together with the Wi-Fi name. That's the one that you're going to put. [silence]
63:00
Speaker 1
and I put them all, and yeah. And I, and I, so I want to do the second one. And then I, and I, and then I, I, I, I, I, I, I, I, I, and I, I, I, I, I, put this on there and I'll that's not take. Why is that? [silence]
64:00
Speaker 2
the one the first one that uh the second one that you've created is the first one you've created that's the router password correct? the one that i've mentioned that non repeating. okay. yeah. try. [silence]
64:00
Speaker 1
Are you there? [silence]
65:00
Speaker 2
Yeah, how was it sir? Uh-uh. Uh-uh. Uh-uh. So, what is, what, what, which password did it work? [silence] [silence]
65:00
Speaker 1
Oh, oh, uh, let's see. Oh, likes this. That's where I gotta go. Okay. Now I clicked on linces. I renamed it. So let's
66:00
Speaker 2
no sir. I you remember you renamed your Wi-Fi? what was the Wi-Fi name that you renamed earlier? what's the name you've renamed it that's our name.
66:00
Speaker 1
Okay. It's going in now. It was my first password. Okay, I'm in there. It says link this and there's a check mark on it. You there? It's, yup, it's connected. So I go back now, right?
67:00
Speaker 2
So just tell me sir if it's already been connected properly. Okay, yeah, try to open back the linkages up.
67:00
Speaker 1
Okay, now it's looking for the child nodes. Can I go and plug those other two in? Okay. Yeah. Okay, now it's, your network. Router, next. Okay, this says automatically send air report to lynx, sis, we won't use any information, blah, blah, blah. Next. Okay, it says lynx is ready. Connect your your to your new Wi-Fi.
68:00
Speaker 2
No sir, you don't need to plug them in. We're going to make sure first that the Wi-Fi camera Wi-Fi password are already okay, before we add yours, child node because we cannot use the Linksys app to add your child node. Okay, next.
68:00
Speaker 1
go to dashboard. Now, I'm going over to the dashboard. Okay, so I got the last five connections. Okay, I got my iPhone router, and then it says, uh, right now I got, got one connected. It says last five connect, oh wait. Yeah, one node. It says one device, one node. Uh,
69:00
Speaker 2
okay next sir get to go to dashboard Did how many nodes connected there? One node only. Is there a router and one node or only one node? What's the light indicator showing for your child nodes or your current child nodes?
69:00
Speaker 1
I don't see anything that says child node, but that's uh. Okay, hold on. Check. The color right blue. I don't see anything that says anything like that. But it's blue. It's still blue. I don't know what it's what it's.
70:00
Speaker 2
[silence]
70:00
Speaker 1
on whether it's coming off of off of my other internet or something oh oh yeah the the the the the child okay i'll do that the child note is like green it's not blue okay i i i unplugged that node the only node that's on right now is that parent node
71:00
Speaker 2
[silence] You try to unplug this child, try to unplug this child, child node, sir. And we're going to handle this child node later on because I guess there's something wrong about this child node. Can you try to unplug this and put it in the corner and then try to gather. Sorry, good. Okay. All right. So unplug this child node, put it uh put it behind there and then turn on those two child nodes earlier. Okay, yeah. And gather those remaining two child nodes, put it near to the parent node at least 2 to 3 feet.
71:00
Speaker 1
Okay, hold on. All right, I'm guessing to go grab him. Hold on.
72:00
Speaker 2
We're trying to add this to child nodes.
72:00
Speaker 1
Do you want me to plug both these in at the same time or just one? Okay. Okay. Let me find. Now. Okay, that's that one. Let me get this one. Let me see what I can unplug here.
73:00
Speaker 2
Plug them both in at the same time.
73:00
Speaker 1
[ silence ]
74:00
Speaker 2
Give it at least two to three minutes while it reboots so that we can reset it later on. [silence] Yes sir at least.
74:00
Speaker 1
I'm I'm right I'm right beside each other we're we're wait till they we'll wait till they kick on yep is this one working well I have one red and one I have nothing yet
75:00
Speaker 2
two to three feet. Right. allow some time. uh-huh okay. How is it right now sir? what's the light indicator showing? uh nothing. Okay. the light is not.
75:00
Speaker 1
Well, it's it's like a light blue. but it didn't jump up to the red yet. [silence] It's still like a light blue for some reason. [silence] Well, I can't even see it. I just put my it could just be the the color. But maybe it's not. [silence] Let me pull my.
76:00
Speaker 2
turning on. Okay, okay. All right. [silence] uh... one shows light loser on the other one, what shows what I
76:00
Speaker 1
something else out here. That doesn't need to be plugged in. Oh, for a long time. Hold on. Let me let me just take this out of there. I don't know why it's not lighting up. Yeah, it's not lighting up for some reason.
77:00
Speaker 2
uh. how long uh and have you been using this vlp 01 node sis? hi Rob, it's still the same sis. sic great. still the same sis. Great. So, sir, by the way, just a heads up, by the way, for the WLP01, Linksys device that you have, uh, we no longer provide technical assistance for this device, sir, because troubleshooting might not work anymore. So I might have racist that you need to upgrade uh a new model for this VLP01, sir, because only WHW01 can work.
77:00
Speaker 1
... Okay, so can we hook this one up that we're we're trying to get? Because we got two working or one working. So, I gotta buy a new ones. And what would that, where, where do I find these at? What would that cost me?
79:00
Speaker 2
Yeah, one working server, one should work because this is WHW W0 W, B0, 1. But for the three VLPMP01, troubleshooting might not work anymore because we no longer provide any technical assistance for this node. Because we don't have any more documents for this. Firmwares are not updated anymore. Unfortunately, sir, all of your Lexus devices are already out of warranty. So, no firmware updates. So, we might try to consider upgrading to Wi-Fi 6 or 7 nodes. Uh. You can purchase it via Amazon, Walmart, Best Buy, or Target. So, each node might be around
79:00
Speaker 1
Oh, well, I guess I'm not going to do that. That's too much money. I'm retired. So I guess I got to look at something else to hook up with these instead of you guys. All right. What do you mean? That are Linx? Oh, I gotcha. So I'm looking right now... What would be the upgrade for these? What?
80:00
Speaker 2
Around, uh, I-I can't provide you exact, uh, uh, number, but like around 80 or 100. Or you can try to check for other, uh, other brands. You can check their if there's uh devices that are not that expensive. You can try to check that one. Uh, not lynxus, sir. There are other brands that is not lynxus. They also provide routers or notes. Mhm.
80:00
Speaker 1
114 dollars. That's a little out of my league. Okay, so what do we do now? So I have one working and can we hook the other one up? Oh wait, no, that one more work it. I got one hooked up. Are you saying these these will not work now or if I can get them to work. I just can't get get technical for me. Is that what you're saying?
81:00
Speaker 2
You can try to search there through Wi-Fi 6 or Wi-Fi 7 nodes. [silence] Um, your device VLP-01 right now sir is not working anymore. So again, aside from we know. [silence]
81:00
Speaker 1
okay. Okay. So now I see this here's links as Atlas. Wi-Fi six router home Wi-Fi Nash. It looks like there's three of them here does not do they wouldn't know that I guess. Oh, three pack. Three pack. Yeah. Three packs for $132.99. Now that's not bad. I could I could I could pay that. So when I get when I order these and they come in, do I call you guys back or what do I do? Uh.
82:00
Speaker 2
We no longer provide technical support for those devices, troubleshooting is not a guaranteed that it will work. However, for the WHW01, it's already hooked up. It's working fine. You can connect to the internet. They have one pack, two packs or three packs. There will be a manual for you, provided the devices or accessories.
82:00
Speaker 1
Okay. All right. Oh, oh, uh one more thing now. Now, since I have this one hooked up, can I hook, can I hook? Uh I guess I can hook my. Uh never mind, I already got it. All right, I will order those and I will try to hook them up. If not, I'll call you back. No, that's it. I appreciate it. All right. Thank you.
83:00
Speaker 2
If you really have a hard time navigating it yourself, you can always call us back so we can help you out. Okay, sir, not a problem. Uh alright. Anything else before I let you go? Okay. Thank you so much, sir, for your time. If you need further assistance setting up new device, you can always call us back. Have a nice day. Alright, bye bye.
83:00