V2 Rubric Detail — cbc65546-64de-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 15:12
Duration
68m 15s
Contact
Kendra Katter
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#TE00132964
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall74.2% (+34.2)

V2 Grader Summary

The agent performed thorough troubleshooting, correctly isolated the issue to the ISP's modem by identifying an APIPA address after a direct connection test, and provided technically accurate guidance. However, the issue was not resolved during the call, resulting in a partial resolution. The agent maintained ownership and empathy throughout, but next steps lacked specificity.

V1 Case Analysis

MX4200 nodes blinking red, no internet. Performed factory reset and power-cycle. Incorrect 5-press pairing attempted (not supported on MX4200). Identified APIPA address (169.254.64.157) but failed to verify modem bridge mode. Advised customer to contact Cox ISP.

Troubleshooting Steps
  • Collected model (MX4200) and serial number (38010M39A22459)
  • Confirmed out-of-warranty status and collected payment for paid support
  • Instructed power-cycle of modem
  • Performed factory reset on parent node (hold reset 10-15 seconds)
  • Attempted 5-press pairing method (incorrect for MX4200)
  • Guided customer to try different Ethernet ports on modem
  • Directed customer to connect laptop directly to modem
  • Attempted to guide customer through checking IP address on Mac
Key Observations
  • Agent collected payment before performing any meaningful troubleshooting, violating support protocol.
  • Provided technically inaccurate 5-press pairing instruction for MX4200 (Velop Intelligent Mesh), which only supports web UI or app-based node addition per KB.
  • Failed to access router admin interface (http://192.168.1.1 or http://myrouter.local) to verify WAN status, DHCP, or bridge mode settings - a critical omission per universal_mesh_full_rebuild.md.
  • Did not confirm modem bridge mode despite customer stating Cox technician configured it that way the previous day, missing a key troubleshooting step for WAN issues.
  • Misinterpreted APIPA address (169.254.x.x) as definitive proof of modem failure without ruling out bridge mode misconfiguration or DHCP issues on the router.
  • Instructions for checking TCP/IP settings on Mac were confusing and poorly executed, leading to customer frustration.
  • No KB article, self-help path, or follow-up email provided after paid support session ended.
Positive Highlights
  • Collected correct product model (MX4200) and serial number (38010M39A22459) from customer.
  • Confirmed device was out of warranty and properly explained paid support terms before proceeding.
  • Successfully guided customer through factory reset of parent node (00:26-00:29) using correct 10-15 second reset procedure per KB.
  • Instructed customer to power-cycle modem, a valid initial troubleshooting step per universal_mesh_full_rebuild.md.
  • Correctly identified APIPA address (169.254.x.x) as indicator of no DHCP response.
Agent Errors / Gaps
  • Collected payment for paid support before performing any meaningful troubleshooting, violating protocol for out-of-warranty support pathing (should attempt basic troubleshooting first).
  • Advised 5-press pairing method at 00:31, which is not supported on MX4200 Velop devices (only supported on LN/WHW03/MBE models per velop_router_setup.md and universal_mesh_full_rebuild.md). This is a serious accuracy error that contradicts KB guidance.
  • Did not attempt to access router web interface (http://192.168.1.1 or http://myrouter.local) to check WAN status, IP assignment, or bridge mode configuration - a critical omission per universal_mesh_full_rebuild.md troubleshooting steps.
  • Failed to verify if modem was in bridge mode despite customer stating Cox technician configured it that way the previous day, missing a key troubleshooting step for WAN issues per KB guidance.
  • Incorrectly concluded modem was faulty based solely on APIPA address without considering bridge mode implications or checking router WAN status via UI.
  • Provided unclear and confusing instructions for checking TCP/IP settings on Mac (00:48-00:58), leading to customer confusion and wasted time.
  • Did not offer any self-help resources (KB article, email summary, chatbot) after paid support session, violating protocol for out-of-warranty support closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the issue was with the ISP's modem and advised customer to call Cox, without resolving the connectivity issue.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted multiple diagnostic steps: verified physical connections, performed factory reset, used 5-press method, confirmed direct modem-to-laptop connection, and analyzed IP address (169.254.x.x) to isolate the problem to the modem.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status, offered paid support, and proceeded with full troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified blinking red LED and APIPA IP (169.254.64.157), logically deduced no DHCP response from modem, and ruled out router issues through direct testing.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used customer's laptop to bypass router and test modem directly, confirming lack of internet at the source — a correct and necessary diagnostic step.
T3 Met No misinformation conf 95%
Agent accurately explained that 169.254.x.x is an APIPA address indicating no DHCP response, and correctly advised contacting ISP for modem-level issues.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectation about paid support but did not clearly structure the troubleshooting flow or manage transitions between steps effectively.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'APIPA' and 'TCP/IP' without simplification, causing confusion; however, remained patient and repeated instructions when needed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and persisted with troubleshooting despite customer frustration and complexity.
O2 Partially Met Proactive follow-through conf 80%
Agent advised customer to call ISP but did not specify what information to request or offer a callback option, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available in the transcript.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was correctly isolated to ISP equipment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy multiple times (e.g., 'I really apologize for the inconvenience') and remained calm despite customer's visible frustration and profanity.
X2 Met Tone & rapport conf 90%
Agent adjusted pace, repeated instructions, and stayed solution-focused even when customer struggled with technical steps.
X3 Partially Met Overall experience conf 80%
Customer had to repeat serial numbers and perform redundant cable swaps; agent could have streamlined steps by focusing earlier on direct modem test.
Call Transcript118 turns · 127 lines
Speaker 1
Yeah. Yes, I am having trouble with our extenders. Um, I guess our internet was not in bridge mode and it’s supposed to be. I don’t know. But our internet service provider, Comcast, was on station road.
00:00
Speaker 2
Welcome to Linksys 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. For out of warranty products, paid support may be available. Our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. Are your product out of warranty? Paid support option may be available depending on the issue. Hi, thank you for calling, Linksys. This is Virginia, and I'm going to help you today.
00:00
Speaker 1
I'm having problems with my internet stay, it's going in and out, and it keeps trying to switch between different [silence]. [silence]. [silence]. [silence]. Wi-Fi that we have, and [silence]. [silence]. so I need help with our extenders. [silence]. [silence]. [silence]. [silence]. is this the same Kendra that's in here? [silence]. I called in a long time ago but not recently. [silence]. [silence]. Yes. [silence]. Yes, this is the same. [silence]. [silence]. [silence]. [silence]. no space? [silence]. K-A-T-T-E-R [silence]. is it? [silence]. No, [silence]. It's K-E-N-D-R-A [silence]. C-A-T-E-R.
01:00
Speaker 2
Okay, so I totally understand your concern, but is this your first time calling us for support? [silence] And are you calling from United States? May I know your first name and last name, ma'am? [silence] Can you spell it for me, your last name? Okay, so your last name is K for Kite, A for Alpha, B for Paul, P for Tom, E for Ed.
01:00
Speaker 1
No, T-T, Tom, Tom, K-A-T-T-E-R. Four zero five, eight three three. One four seven five. It's my name, K E. E N. D. R A. K E T T E. R. at me.com. M E dot com. We have the mother and then two child nodes. Yeah. All, none of them are working. Let me see here.
02:00
Speaker 2
Okay. Thank you for that. And your callback number. And your email, Kendra? And how-how many Linksys devices do you have? Can you please provide the serial number of the child node that keeps disconnecting to the network. [silence] So including the parent node is not working. [silence] Of this-
02:00
Speaker 1
fuck, fuck, fuck. Yeah, I can't get any. I can't get anything to work. I can't connect to the internet with it. It's like I've done tried to do a reset. I'm trying to do anything to get it working again and it's not. um terminals number is, three, eight, U as in umbrella, one zero M as in mother, three nine, A as an apple, two two, four five nine. hooked.
03:00
Speaker 2
including the parent node. It is also not working. Okay. Can you please provide the serial number of the parent node? And who is your internet service provider? Cox. OK. Let me just confirm the serial number that you just provided, Kendra.
03:00
Speaker 1
OK. Mm-hmm. [silence] Correct. I'm sorry. [silence] The model number is M-X-4200.
04:00
Speaker 2
it's 38u 10 M 39 a for alpha 2-2459. And what is the model number of your Linksys devices? What is the model number of your Linksys devices? Okay, now, before we proceed, I really need to set an expectation regarding of, uh, the warranty status of your Linksys devices. Okay. Kendra, it indicates in our system that your routers are no longer under warranty, and I really apologize that live support is no longer
04:00
Speaker 1
$15 for 60 minutes. 15, like one, five, okay. And we should be able to get it taken care of in 60 minutes. Okay, that's fine.
05:00
Speaker 2
Available, however we have a paid support. So, I can still assist you setting up your links is devices. Again, figure out what's really going on, but you need to pay $15. And it's good for 60 minutes of troubleshooting. Yes. Okay. Regarding with that, you need also to agree that it's one time. It's a non-refundable technical support. Session lasting up to 60 minutes. If we are not able to resolve your issue or determine that your product is defective. So no refund or replacement. Okay. And this paid support is for troubleshooting only and does not include any follow-up sessions. Okay. So please give me two to three minutes to prepare my tools and you can also grab your credit card information, Kira, while I'm preparing. OK? Thank you. [silence] Okay. So I would like to ensure that this call is not recorded for security purpose.
05:00
Speaker 1
Okay. Uh Kendra Patter. Um it is four five two one zero nine zero zero zero six five four three six one zero nine of 87. 52 mm um correct.
07:00
Speaker 2
purposes, while we are gathering your credit card information. tell me. I know your first name on your card. Kendra. K Cutter. OK, and your card number? and the two digit expiration for the month and year. and the security code of the card. 6, 5, 2. And your email is verkendra Cutter@me.com for the receipt. Well, let me just proceed to send the receipt before we proceed to troubleshoot your link to device us. Okay, now let's check your email Kendra, if you received the receipt that I just sent.
07:00
Speaker 1
Oh, yeah. It says PayPal received a purchase. Yeah. Okay. I'm, sorry, say it again. Okay. Here the one is a solid one is a blinking red. Hang on. Go to. The main one. Okay. Blinking red also.
09:00
Speaker 2
Okay. And what is the current, current light indicator of your, Linksys devices? [silence] The main router. How about the main router. [silence] So they are all blinking red. Can we check the physical connection? Can
09:00
Speaker 1
it's not in the parent node, the parent node is not by the router. did it be by the router? It's bigger than the motherboard? and that's the mother, one needs to be there, not the child node. Okay, I don't know why I don't know why it ever got switched if we thought it needed to be closer, or if somebody told us to do that. I have no idea. Let me switch it. Hang on.
10:00
Speaker 2
Make sure the ethernet cable is properly plugged in from the modem to the internet port of the parent node. Yes, your main router. So, make sure your main router is connected to your COVs modem. The modem is the device provided by COVs. Yes, Cox. The mother node would be the one plugged in.
10:00
Speaker 1
[DOWNWEIGHT] Alright get this. I got to put back. Okay. All right. I got them switched. And it is plugged in, and it has the Ethernet plugged into it to the cord. And it's next to the system. Wait, wait, wait, wait, wait. I got to. [silence]
12:00
Speaker 2
Okay, so the serial number of the parent node, or the mother node, is the 3-8-0-1-0M-39A-22459.
12:00
Speaker 1
Hang on. I got to pull it up. Okay. So the mother node, would you just say the serial number or what were you just saying? Correct. Okay, wait a sec. Okay, so yes, the Ethernet cord I have plugged in from the Cox and it's plugged in to the mother node. On Cox. There's. Hang on. [silence]
13:00
Speaker 2
Okay, the last five digit of the serial number is seven two two four five nine. Okay, so that node is now connected directly to the modem. So using an ethernet cable, you plug the other end from the port of the modem to the internet port of the mother note. Okay, can you please provide the model number of your modem.
13:00
Speaker 1
Okay, what did you want? A model number. They have a network name. I don't see a model no. Pardon me? I'm looking at the bottom of it. It has SN. It has CM MAC and it has MTX MAC. I don't see anything that says model. Hang on, let me take a picture and see. How many ports are on this? There's one for like a phone and then there's four others. Yeah.
14:00
Speaker 2
The model number. It's labeled. It is actually labeled on the device itself. How about the ports? How many ports do you have with the modem? It has four ports, for Ethernet ports.
14:00
Speaker 1
I don't know. I don't know if they're all Ethernet ports. It looks like they're all in that same area, so it looks like it. Do you want me to try and plug it in a different port? Okay. What's the light? It's a blinking red. What'd you say? Okay. I have a I have a Mac. I don't think there's an internet port on my Mac. Yeah, I know there's not. Yeah. I don't think it's the blinking red. I have a Mac. I don't think there's an internet port on my Mac. Yeah, I know there's not. Yeah. I don't think it's the blinking red.
15:00
Speaker 2
Yeah, it's okay, no need, okay, and what is the current light indicator of the mother node, yes, okay, so there, this is, let's just keep on observing it, and while observing, can you let me check in your end, kinder, if you have a laptop or a computer that has an ethernet port which we can use to plug directly to the modem, yeah, can you let me check.
15:00
Speaker 1
my daughter has a Mac we don't know. I don't have a computer that'll plug into the Ethernet Every time, yes, yes. Yes. And the modem. It's the top left one, the gray cord. Connected also to the mother node. Does the mother node, one have to be connected to the top one also? It has three different ports on that. Three or four? Three. Oh, wait is it? Yeah. What No, I've got the gray
16:00
Speaker 2
Okay. Okay, it's still blinking red. Okay, where did you plug in the mother node? Kendra, is it plugged into the port one of the modem? [silence] Kenny, please go ahead. [silence]
17:00
Speaker 1
great cord. Pardon me. It is a great cord. Oh, yes, and it's plugged in. There's three ports for ethernet and it's plugged in the middle one. And then the great cord on the modem is plugged in the top left one. And then the blue cord. What is the blue cord? The blue cord is the internet. It's plugged into the wall and it's plugged into a Cox modem. Uh-huh. Try different ports.
18:00
Speaker 2
so using an ethernet cable Kendra make sure to plug the other end of the ethernet cable to one of the port of your modem. So you mentioned earlier that it's four ports. Plug the other end of the ethernet cable to the port one.
18:00
Speaker 1
it is it you'll put it in a different port it is in the top left port right now put it in a different one. port two so switch the blue cord to the top one switch those two. I'm assuming the blue cord is the internet cord so you want me to put that in the top left one instead. Hang on say that one more time. silence
19:00
Speaker 2
Yes . OK, can we use the port 2? OK, so just make sure that plug the Ethernet cable to one of the port of your modem to the internet port of the router. OK, can you please try to check the model number of the modem, Kendra, so that I can also search the features .
19:00
Speaker 1
on the cop? what is another name for model number? cause it does not, hang on, let me take a picture of it, hang on. nothing says model number. SSN-C-MAC-m-t-a-m-ac-P-N-(f)-S-C-C-I-D. would that be the model number?
20:00
Speaker 2
Yes, on the cock. No, it's not the-model number. But how many Ethernet ports do you have with your modem? A port similar with your router, the ports that are similar with your Lyntex router?
20:00
Speaker 1
There's four of them. Four of them. One has a red line in front of it. The other three are just normal. Yeah. Yeah. The internet is the blue one, right? The Ethernet or internet? Ethernet? Ethernet. Okay. They're both plugged in.
21:00
Speaker 2
Okay, four of them. So, kinda... yellow, normal. Okay. Can we try to connect the ethernet cable to the other three ports that are normal? The ethernet cable, the wired cable. Okay, make sure the ethernet cable is plugged into one of the port of your modem, so the internet port of the linksys router or the mother node.
21:00
Speaker 1
that word is blinking green, the internet cord is, is blinking orange, on the modem, blinking red, I do yes The setup 58 b. select that password what's the password? pardon me? yes okay, the password so am I doing it on vellop setup or the setup do it on the network name on the bottom of it? which which so use that network not the vellop setup so the the the name on the bottom of that is
22:00
Speaker 2
Did you attempted, did you attempted to reset your Linksys router, the, gently look on the bottom of the router, ken draw, to verify your Wi Fi name and Wi Fi password. Yes, on the bottom. Yes, on the bottom. Yeah, that's why, can be checked on the bottom of the parent node, if it is the Wi Fi name that is detecting on the network list.
23:00
Speaker 1
Setup F 07A. That's not an option but veld vel setup 58 B is an option for internet. So is that the one I should use? [silence] I cannot understand. Can you say that one more time? I I have the gray cord they are the gray cord is plugged in the ethernet cord is plugged into the mother node and it's also plugged into the modem. [silence] The internet cord pardon me.
24:00
Speaker 2
um, by the way, I just need to confirm Kendra. The mother node that is currently plugged into the modem, is this the router that was configured as the parent node or not? The node. Um, totally understand what I what I'm in for is. How about the mother node? The mother node is the A... 2 2 4 5 9, right? Or the last five digits of the serial number is 2 2 4 5 9. Is this the parent node?
24:00
Speaker 1
Hang on. two two four five. Yes, two two four five nine is the mother node. That is the one that's connected to the ethernet cord of Cox and also to the mother node. Those two are connected. It is the original mother node. Yes. Yes, we've been trying to get it reset up. So, we tried to clear it to reset it up. I'm sorry?
25:00
Speaker 2
or the mother know that was set up before. is is this the original mother know? and then you mentioned earlier that you also reset this node. okay. and once it's reset, yeah, and once it's reset, it will back to its default name and password labeled on the bottom of this
25:00
Speaker 1
So, it should be setup F zero seven A. let's have it. develop setup is a option. setup, which is on the mother node, is not a option. So can I type in the network name? Just type it in instead, because it's not a option for me. Yep. [silence]
26:00
Speaker 2
it's make sure your device is connected to L., set up F08 okay can you please press and hold reset button of this node for 10 to 15 seconds [silence] [silence] [silence] Do a full reset and factory reset of the node. [silence] [silence] Keep your device connected to node till the app setting is done. Okay, you hold this node for more than 5 seconds.Okay Can you please wait?
26:00
Speaker 1
Yeah. Hey, I did that. It's still flashing red. Should I do it longer? [silence] I'm sorry, say that one more time.
27:00
Speaker 2
KEEP ON HOLDING IT.
27:00
Speaker 1
It's still the same. I'm still holding it. I'm sorry, say that again. No, it's not. Oh, it's not. It's continuing to.
28:00
Speaker 2
So what is the light indicator of the parent node now? What do you mean for still the same? Is the light changing when you press and hold the reset button of the node? Is the light light the light, the light indicator on top of the node is changing while you hold. Okay, let's go, can we use a pin?
28:00
Speaker 1
I'm trying to find one I can use because it's killing my finger. Okay, it's, let's see. It's off now. There is no light on my router. Should there be a, okay now it's on blue. Now it's blinking. Okay. Now it's blinking blue.
29:00
Speaker 2
Okay, that's good. Keep on holding it. And what is the light indicator of the router? Okay, release. So let's just wait for the router to turn solid purple.
29:00
Speaker 1
[silence] Okay, now it's kind of gone to a lavender color solid. Solid. Yeah. Yeah, like a lavender. Purple. Pinky purple. Yeah, it's solid. The yeah, the SSID is setuF07A. Let me see if that's coming. Wait, wait, wait, I did not hear a word you just said. Say that all over again.
30:00
Speaker 2
Okay, so what is the light indicator of the router? Is it solid purple now? and then the SSID or the default wifi name of the router is now broadcasting. Okay, so let's set up the router using five press method. So kindly press release the reset button of that node five times within five seconds. Press release.
31:00
Speaker 1
Okay. Okay, and it went white, then red, and now back to lavender. Now it's white. Now, yep, now it's blinking white. Okay. Okay.
32:00
Speaker 2
the reset button of the parent node five times within five seconds. is it blinking? ok, so, which means it's setting up, so all you need to do, Kendra, is to observe and it will take three up to five minutes for a node to set up, so let me know once it turns to solid blue or blinking red.
32:00
Speaker 1
and solid blue now. Uh-huh. [silence] It's solid blue. Oh, now it's blinking. It's back to white.
33:00
Speaker 2
Okay, that's steady blue. Can you connect your device Kendra to the default name and password labeled on the bottom of the node to verify if you can access the internet?
33:00
Speaker 1
Now it's blinking red. [silence] That setup is not on there. So do I need to manually type it in? Do what? Okay. Okay. Okay, 10 seconds. [silence] All right. Now it's blue, solid blue.
34:00
Speaker 2
Yeah, blinking red, which means it doesn't receive any internet coming from the modem. So let's just try the power cycle your modem, okay? Kendra, finally unplug the power of your modem. Powerador of your modem and wait for 10 seconds to plug the power back.
34:00
Speaker 1
Now, it's blinking red. Now, it's blue, solid blue. It's stopped. Oh, it just switched to Red. Yes, now it's blinking Red. [silence] . [silence]
35:00
Speaker 2
okay, since so after we power cycle the modem, the light indicator of the mother node is still blinking red, okay, so kind of check the physical connection again, Kandara, so make sure the Ethernet cable or the wired cable is connected from the port one of the modem to the internet.
36:00
Speaker 1
Okay, and is port one the top left or is it the bottom right? Or what is port one? It's a square, so it's not in line. It's square. There's two on the left and two on the right. No, there's no, there's no labels on it. On on my covert, you mean, they're not, they are not labeled. There's a red line next to the bottom right.
37:00
Speaker 2
Okay. So, I do really apologize, Kendra, but since I cannot see nor verify the port of your modem, so, all you need to do is to make sure that it is connected to the first port. There's gonna port one labeled on it, right? Yes. And your Cox modem.
37:00
Speaker 1
but it's not labeled one, two, three, and four. And if I plug it into that bottom one on the right with the red line next to it, it's blinking orange instead of green. That makes me think it's not the right one. I mean, it's the Ethernet cord, but there's no, there's nothing written on them saying which one is, oh wait, hang on. There is no, it's a shiny, hang on. There is a one if, it's just not colored. It's like a lighter. Okay, it is in number one now. Yeah. [silence]
38:00
Speaker 2
Make sure it's connected to the Ethernet one or the ETH one of the Cox device. [silence] Okay, that's good. So it's on the number one. And then make sure that the parents know the Ethernet cable is plugged in from the end.
38:00
Speaker 1
So, the ethernet is plugged into the parent mode. The internet is plugged from the modem into the wall. Should it be in the mother node? No, it should. The two ethernet cords are plugged into the mother and the other, but the the internet. So take it out of the mother node. Correct? Take the the ethernet cord out of the mother node. So
39:00
Speaker 2
Sure mom.
39:00
Speaker 1
Okay, took the ethernet cable out and you want the internet cable put in it? On the internet. Okay, the only thing in the parent mode right now is just the power, okay? The ethernet cable, yep, okay.
40:00
Speaker 2
to plug the other end of the Ethernet cable to the port 1 module. Okay. And then the other end of that Ethernet cable goes into the slot number one of your current router. Okay. And then the other end of the Ethernet cable goes into the slot number one of your current router. Okay. And the handle 🎵
40:00
Speaker 1
okay. and it's a blue light that's flashing. yep, now it's, it's red now. solid red right now.
41:00
Speaker 2
one end of the ether net cable plugged it directly to the internet port of the model node now all you just keep on waiting for that node to boot up so just keep observing it and it go ahead blinking red Okay. And by the way, Kendra, I do really apologize for the inconvenience, but it seems like that your modem is not providing any internet connection. So, I really need to set an expectation for you to seek your.
41:00
Speaker 1
wait. say that say that one more time what? my husband just got back. let me see. i don't have one that has that big of a port. i don't. do you have a computer that can put an ethernet into? ether net right? is that what you said? what is an RJ45?
43:00
Speaker 2
a device which we can use to wire directly to the modem. [silence] But it seems like your modem is not providing any [silence] internet connection [silence] so I will highly recommend to secure [silence] a device such as a laptop, a computer that has an Ethernet port which we can use to wire directly [silence] to the modem. [silence] Yes, an Ethernet port. [silence] or an RJ45. [silence] Ethernet, [silence] Ethernet port.
43:00
Speaker 1
that will work try this plug this in and then put it in there okay put the mother node what what all am I unplugging on the mother node everything the power and the yeah just a minute can you see that you
44:00
Speaker 2
okay so what you need to do is to unplug the mother node. and then connect the ethernet cable from the modem. directly to your computer. Ethernet. Is your ethernet cable unplugged? Then from the port one of your modem. Connect the ethernet cable directly to your computer. [silence]
44:00
Speaker 1
Yes. Plug this in here. Is that correct? Plug that in here. Ethernet in here. Okay. I have the ethernet cord plugged into my laptop. Is that port one? Yeah, that's port one. To my laptop? Yeah. Right karaoke part type one. Just press.
45:00
Speaker 2
you can access the internet since we have direct connection from the port one of the modem to your laptop,
45:00
Speaker 1
and I'm looking for the setup. you're just trying to see if you got a connection? Off blast or something. yes, you have good and it is a direct connection now. yes. yes, I can browse. yes.
46:00
Speaker 2
Check if you can browse, you can watch videos to verify if you have internet connection. Yeah. Because once you have a direct connection from the modem, Kenra, so you're supposed to be go online. So kindly verify. Yeah, and then check, sir, if you can browse, you can watch videos. Is it a Mac or Windows laptop? Okay, so can you please go to settings?
46:00
Speaker 1
Yes.
49:00
Speaker 2
Yes, on your Mac computer. And then, select or click network. And then, you're routed to your Wi-Fi, right? click network. Network and Internet. Okay. And then, can you please try to look on the bottom, Kendra? Can you see about
49:00
Speaker 1
A button that shows advanced? Yeah. Okay. Okay. Okay. Select... TCP, say that again? TCPI. I don't see TCPI on our setup, but it's in alphabetical order. There is no PC
50:00
Speaker 2
That shows advanced. Yeah. Below. Okay, click that one and then select TCP/IP. TCP/ IP. Yes. [silence]
50:00
Speaker 1
Vic Pitt.
51:00
Speaker 2
okay, so you are on the page that shows Wi-Fi, TCP/D, DNS, WINS, click advanced, advanced, and then you're you're currently on Wi-Fi next to Wi-Fi is the TCP/IP, you need to click the TCP/IP
51:00
Speaker 1
And what? She said click Advanced. If I did that. And then she said click on PCP IP. It's in all alphabetical order. PCP IP is not there. Do you see it? Did she say DNS or VPN? What? D as in David? Maybe C. D as in David. A D? There's no D. There's no D. Oh, Lord. There's. For the known networks?
52:00
Speaker 2
BATEK, have you seen DNS? DNS WINS? Proxies hardware. DNS. Yes. [silence] So can you please read all the options? [silence]
52:00
Speaker 1
Is that what you want? As the known networks there's about 30 of them, or 40. You want me to start reading all of them? Am I in the right place under known networks? I went under advance and it came up with [silence]. Huh? We're connected. Should I just, okay, are we supposed to be under network? No, I don't, I don't want to be under this, do I? The RG? No.
53:00
Speaker 2
Okay. Go back to the previous page. On the previous page you can see your location which is automatic and then status connected, network name. Okay, go back to settings please go back to setting.
53:00
Speaker 1
great now where and then network okay okay Ethernet under under network Ethernet is not there there's a self assigned IP Wi-Fi connected firewall and Thunderbolt Bridge that's the only thing it says that's the right side I have I I clicked on network and what popped up was the AX88179A self assigned IP
54:00
Speaker 2
Click on the exact on show you found the network name, it should pop up as well. All right, so now, since you're on the Wi-Fi, go ahead and connect it to a network. Click either one that you see there.
54:00
Speaker 1
Wi-Fi, which is connected. Firewall, which is active. And then thunderbolt bridge, which is not connected. There's a little dot... There's three dots that. The other side has. No. We're not able to see status. Network name, no. I mean, advanced work. It is there now. It's not. It was there, now it's not. It was there, now it's not. Advanced is no longer there. Okay. How do you get back to advanced? let me get out of this and start over. Okay. Go back to settings. Okay, go. System settings.
55:00
Speaker 2
on the other side we're able to see status, network name
55:00
Speaker 1
Um, okay. so, um, network same thing nothing that does not have IP address router. All that stuff is under the first thing. Um, under Wi-Fi. There's advanced vchat that has advanced. Okay. now we're there. I did. Okay. It says at the top, change networks, turn Wi-Fi on or off, no legacy networks, Wi-Fi MAC address, and then known networks. And there's a whole list of known networks should she turn the Wi-Fi on.
56:00
Speaker 2
Okay, under Wi-Fi. Okay, click advance. Again, then you're routed to a page that shows Wi-Fi. Yeah, no need. And then, can you see a. [silence]
56:00
Speaker 1
I did already. This is what's under advanced. What are... I'm sorry. IPv4. Those are the networks. Would that be under networks? No. It's not there though. It's not there. I can't read here. Here's the IP address. You want the IP address? I don't okay. Oh there is. Okay. Using DHCP. USI.
57:00
Speaker 2
head, advance on the bottom. And can we provide your IP v4 address then do you look for an IP v4 address? Yes. it's under your settings. Yeah, that's why we need to click advance and then you need also to click TCP across IPv. So that you'll get IP
57:00
Speaker 1
That's what it is. Do I need to click on? And you can't click on that. It says using DHCP and then do you want the IP address below that? It's IP address but it doesn't say IPv4. Well they have the IP address directly under the IPv4 configured. Is that what you need? 169.254.64.157. [silence]
58:00
Speaker 2
IP V4 okay that is your configure IPv4 which is using the HTTP below that one is your IPv4 provide provide the IPv4 yes the IPv4 address can you please provide it so what is your IP address [silence] can you please confirm that it is the right one all right?
58:00
Speaker 1
I have internet, but are you on his hotspot? Are you on his, yeah, my husband's back and he has... You wanna shut that off? Do you want the internet off? I'm on his hotspot. Yeah. No, because we are on the hotspot. So should we shut off his hotspot?
59:00
Speaker 2
if your laptop mobile data or hotspot is off turn on hotspot Make sure the mobile data or hotspot is turned on because it might be the the cause of why you can't access the internet since your hotspot is turned on because 169.254.064.157, which means you don't have any internet connection from the modem. Make sure to turn off your hotspot and your mobile data while your laptop is connected directly to the modem. And then check if you can access the internet.
59:00
Speaker 1
No, press space to play. Checking. Internet. What is that? Game over. What is that? Checking the internet. It's disconnected. Error, disconnected. Yeah, the hotspot is turned off. Yeah, it's not. It's off. It's not connected.
60:00
Speaker 2
Okay, then check if you can access the Internet, since you turned off your hotspot.
60:00
Speaker 1
They were just here yesterday, and they had it in bridge mode so that we could get our modes working. Should it not be in bridge mode? Is that the issue? That doesn't mean anything to me. I don't understand. Should it not be in bridge mode in order to do this? I did it. Just here yesterday. So, does that.
61:00
Speaker 2
Okay, so it means the modem itself doesn't provide any internet connection. So I highly recommend for you, Sandra, to call your internet service provider which is COX. Yes, because your IP address, you've got an APIPA address now, no need. All you need to do is to call them and then raise your concern. Yeah, I apologize, Sandra, but when you tried to connect your device, it's that steady light, but I mean the router doesn't receive any internet coming from the modem. We tried to access the settings,
61:00
Speaker 1
So does this do the linkus work or not? Like, are they shot? Do they no longer work? Do you understand what bridge mode is? Well, okay. And that's the thing. I don't understand bridge mode. It is in bridge mode. They purposely left it there because they said that that's how I needed it in order
62:00
Speaker 2
Of the modem and we got an API, API, API don't get a proper IP address. [silence] No. [silence] You really need to call Cox for this one because we read off your links router while we are connecting your links to your laptop directly to the modem. So one [silence] I totally understand that one because that's why we perform an advance troubleshooting, Gendra. And when [silence]
62:00
Speaker 1
to do this. Is that the reason why we can't get this connected cuz it's in bridge mode or is it not supposed to be in bridge mode? Why they not asked me that from the beginning then? Because if so, if all I have to do is shut off bridge mode and then we can get this to work, is that what I need to do? What from my understanding they said the reason why we were having problems was because it was not in bridge mode. So it's in bridge mode now.
63:00
Speaker 2
it it not supposed to be in bridge mode that's why you've got an a PIPA. okay the reason the reason why we are having problems setting up your lynx system devices, Kendra is your modem itself doesn't have any internet connection and you've gotta an APPIA IP address which means that the device does not get a proper IP address from the network.
63:00
Speaker 1
So the modem is bad? [silence] They were just here yesterday and it worked fine. He [silence] So you had internet yesterday with this modem. He was here yesterday. Yes. Yesterday morning he was here and had everything running. And it worked. Yeah, he made a quick. And today it doesn't work. Okay. [silence] No, I did not. [silence] He was here with his machine. [silence] He worked it. And then he left it in [silence] bridged [silence]
64:00
Speaker 2
Yeah. So, better for you to call your internet service provider. If you're going to search your IP address online, which is 169.254.64.157, this IP address should not be the one that you're getting from the modem. Okay. Yesterday, since it's working, had you tried to connect your laptop directly to the modem to verify?
64:00
Speaker 1
So, I'm, I'm sorry, say that again. Because, because they said that that's how I needed it set up in order for the links to work correctly with all the different areas that I needed it to connect to.
65:00
Speaker 2
Because most of the modem has a DHCP connection type. And may I know the reason why you set up the modem into bridge mode? May I know the reason why you set up the modem into a bridge mode? Yeah, because it's very clear, Kendra, 169.254.64.wild.157, which means the modem doesn't have an internet connection. So can you call your internet service provider?
65:00
Speaker 1
Okay. We will call Cox and uh see if they can check the modem. And I don't know if there's anything myself is so good. Then if we call you back. Hello? I'm there So if we call Cox and they tell us that our modem is good, we should be able to get connection directly with the internet to the computer. Is that correct?
66:00
Speaker 2
Okay.
66:00
Speaker 1
And if we do, then what? OK, and you're sure it's hooked up in the right spot? I think so. Did you change any this today? Yeah, I've been changing it constantly, yeah. Okay, and this is number one? So the Yeah, that's how he left it. That we switched between those two. She said that needs to be the ethernet cord needs to be in number one. And in number two is the internet cord. Is that correct? Do you know? Of them. Yeah. Is the first four? No, cuz that's for your phone. This is the very one next to it. All right. We'll call knock again.
67:00
Speaker 2
call us back. [silence] Yes, so you can use either of the four ports, but make sure to use the first port to wire your laptop and then check if you can access the internet.
67:00
Speaker 1
Okay, thank you. Bye.
68:00
Speaker 2
Take care, you're welcome, and have a great day. Bye.
68:00