V2 Rubric Detail — cd2c2210-808d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 20:43
Duration
90m 7s
Contact
907-227-1140
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00133622
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 5 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall81.1% (+27.1)

V2 Grader Summary

The agent executed thorough, logically sequenced troubleshooting aligned with KB procedures and correctly escalated after exhausting L1 options. Technical accuracy was slightly compromised by incorrect LED color description, and tool use was limited but compensated by indirect methods. The interaction demonstrated strong ownership, empathy, and call control, with only minor effort-reduction gaps. The escalation was fully justified and well-documented.

V1 Case Analysis

Customer reports 6 of 9 WHW03V2 Velop nodes offline after power cycle. Agent performed power cycles, resets (15-20s), 5-press pairing, node relocations, and router recovery resets without success. Parent node internet status not verified. Issue escalated to Level 2; callback scheduled for tomorrow 06:00-12:00 PT. Ticket #133662.

Troubleshooting Steps
  • Power-cycled entire mesh system (parent and all child nodes)
  • Reset child nodes by holding reset button (15-20 seconds) and waiting for solid purple
  • Attempted 5-press pairing on the parent node
  • Moved nodes closer to the parent (9-27 ft) and re-plugged
  • Performed router recovery reset (unplug/plug cycle 4x) on stubborn nodes
  • Swapped power adapters between problematic nodes
Key Observations
  • Agent never verified parent node internet connectivity or WAN status before troubleshooting child nodes, violating Step 2 in velop_wifi_connectivity.md
  • Provided incorrect LED color meanings (e.g., 'solid teal green' for online status — correct is solid white or solid blue for WHW03V2)
  • Advised 15-20 second reset duration (KB specifies 10 seconds for WHW series factory reset)
  • Instructed non-documented router recovery reset (unplug/plug cycle 4x) which may not be effective for WHW series
  • Despite lack of resolution, agent correctly escalated the case and provided clear callback window with ticket number
Positive Highlights
  • Maintained calm, empathetic tone throughout despite customer frustration
  • Correctly escalated to Level 2 after troubleshooting failed, providing ticket number and clear callback window
  • Attempted systematic troubleshooting including power cycles, resets, and node relocations
  • Confirmed model number (WHW03V2) before proceeding with model-specific steps
Agent Errors / Gaps
  • Did not verify parent node internet connectivity or perform modem-direct speed test
  • Provided incorrect LED color meanings and inconsistent color descriptions
  • Advised longer-than-KB-specified reset durations (15-20s vs 10s for WHW series)
  • Instructed undocumented router recovery reset procedure
  • Did not collect model/serial number or perform warranty lookup at start of call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Six nodes remained solid red and unresolved at call end; escalation occurred without issue resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted logically sequenced troubleshooting: power cycles, node resets, physical relocation, 5-press reset, adapter swap, and router recovery reset.
R3 Met Correct resolution path conf 96%
Agent acknowledged device was out-of-warranty but provided full best-effort troubleshooting and escalated appropriately per policy.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptoms (red nodes), isolated issues (only two nodes affected), asked diagnostic questions (distance, model, LED behavior), and tested hypotheses (reset, adapter swap).
T2 Partially Met Appropriate tools / resources used conf 87%
No admin dashboard or speed test used, but leveraged prior case notes and verified temporary SSIDs via customer's phone - valid indirect tool use without critical gap.
T3 Partially Met No misinformation conf 93%
Correctly applied 5-press method to WHW03v2 but repeatedly described 'solid teal green' LED (incorrect; actual state is solid blue/purple per KB).
Communication
C1 Met Clear & professional language conf 97%
Agent set clear expectations, used timers, managed transitions smoothly, maintained control despite customer frustration, and structured troubleshooting coherently.
C2 Met Confirmed understanding conf 95%
Agent used empathetic language, confirmed understanding, adapted tone to customer's emotional state, and avoided technical jargon during explanations.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed extensive L1 troubleshooting, and only escalated after exhausting options with documented rationale.
O2 Met Proactive follow-through conf 99%
Provided specific next step (Level 2 callback), clear timeframe (6 a.m.–12 p.m. PST), confirmed contact number, and ticket number (133-622).
O3 Met Closure confirmation conf 94%
Agent referenced prior technician notes ('reading documentation of previous technicians') and built on previous work without restarting diagnostics.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation followed multiple failed troubleshooting attempts, persistent hardware-like symptoms (nodes stuck red), and inability to achieve node pairing — valid L2 trigger.
E2 Met Escalation prep & handoff conf 98%
Escalation included full symptom summary, steps taken, model confirmation, ticket number, and customer callback window; customer was informed and agreed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent repeatedly apologized, acknowledged frustration, expressed gratitude, and maintained composure throughout a long, emotionally charged call.
X2 Met Tone & rapport conf 95%
Agent matched customer's pace, allowed silence, used affirming language, and maintained engagement despite repeated failures.
X3 Partially Met Overall experience conf 91%
Customer performed numerous manual steps (resetting nodes, holding buttons for 20+ seconds, moving devices, swapping adapters) creating avoidable effort despite agent's guidance.
Call Transcript126 turns · 145 lines
Speaker 1
Yes, I shared in this morning and worked with a very, very nice lady who helped me reconnect uh 7 nodes that I have and run in each room of my house, here. It's a 24-hundred square-foot house, 3-bedroom house, not that big. But I went through the whole procedure. I brought all the nodes out to the living room. I went through the procedure. I got the nodes online. I followed her all the way through where she said, "Okay. Now they've been online. We can turn them off."
00:00
Speaker 2
welcome to linksys support. to ensure quality service, your call may be monitored. certain products will be supported, while End of Support products will have self-help options available. please have your serial number ready and stay on the line for assistance. I, thank you for calling, LinxSys Technical Support. My name is Alli. How can I help you? uh-huh.
00:00
Speaker 1
But they're in the room, and it takes four to five minutes for them to come back on, but they have not come back on. I have three nodes working, the main one and two others, and I have seven nodes, one, two, three, four, I think it's six nodes, two, three, four, six nodes that are not working, that are not online. I've gone to the nodes and tried to push the reset button all the way to the end where the light goes off and get them back on. They're not coming on. So, I don't know what's wrong. I have no idea. [silence]
01:00
Speaker 2
okay. uh what do you mean sure but they're not coming on? like there is no light indicator coming from this uh there, um, how many routers is it again? uh-huh.
01:00
Speaker 1
lead node the mother little the mother node is working at the hang on a minute I think all the other nodes are not working I'm working I'm looking at right now I have the main node on and I'm gonna go look and see which other ones are on okay um the one up here is rust off off and the one in the bedroom is I have one working the main node I have one in a far bedroom that's working and I think I might have one in the garage that's working the other six nodes are not working so I brought all six nodes in I brought those nodes this morning like I mentioned went through the procedure with her they all turned blue we got them all online then I waited she said let's wait wait wait rereaded And the the one here in the garage is on. one's in the house. And they see the rooms are not on. I put the nodes back in the room, plug them in. She said, wait about four minutes, the nodes will come on. They have not come on. They are not connected to the mother node. And I don't know what to do about that. That's correct. After we just went through and got them to work. 10 feet away from the from the mother node. I mean I I I have I have a node in the garage right now that is easily 150 feet away from the mother node. And I have one in my back bedroom that is at least 150 feet away. Those two happen to be working. The ones that are I have one here that's 35 feet away that's not working. You know, I have one 50 feet then not.
02:00
Speaker 2
Okay, so we have six nodes that is not working. Okay, okay, so this six nodes, okay, I think it'll watch the
03:00
Speaker 1
[KEEP_UNCERTAIN] I don't know why. That's all right. I just hope we can get it fixed. that's what I did this morning. You want me to do it again? And how do we know this will work if it didn't work this morning but when I unplugged them and put them back, it did not work.
04:00
Speaker 2
Okay. So, um, I do really apologize for that inconvenience, uh, Robert. So, uh, here's, yeah, of course, absolutely, we'll definitely do it fast as we could. So, here's what we are going to do, okay? Can we gather all six together on the same room where the parent is right now? Uh-huh. Thank you. Okay. What we are going to do is that we are going to add them back again to the network. Okay, uh, just to make sure, so you just this morning, it everything has been set up already back to normal. Like all, um, all other seven routers.
04:00
Speaker 1
Yeah. Well, the main node here, the main node directly connected to the switch has never been out. It's always on. And I have two others that have always been on, but the other six nodes out of nine, three out of nine are on. I brought the other six in here this morning, set them down, plug them in, use my finger to turn them completely off. 100%. Wait for the lights to come back on. Take my finger off the node and we wait four to six minutes and finally the blue aqua blue light comes on. We wait for another six minutes. We unplug the nodes, put them in the room.
05:00
Speaker 2
was working, like, you know, all of the child node was working properly before you deploy them back to the original location.
05:00
Speaker 1
and the girl says wait six minutes and they should be on. Come back on on their own. But they have not. Six are not on and three are on. So two of the uh two of the eight nodes there's one mother and eight other nodes. Two of them came back on but six of them did not. No i I everything's everything's hooked up. Yeah. Yeah. [silence]
06:00
Speaker 2
okay, how about with this one? Uh how about we do the proper boot sequence on uh deploying the other child node? So what I want you to do on this process are Robert is I mean, you haven't gathered everything yet on there. This same I mean on the Elect Okay, so right now, Okay, everything is on the original location like as of the moment. They are all on the original location. So what I want you to do
06:00
Speaker 1
Okay. Turn off the Panel. Yeah, I'm gonna go. Okay, so right now I'm going to turn off the whole system. Hang on a minute. I'm going to turn off the other two child nodes. I'm going out right now to unplug the child node in the garage. It takes about, you know, two minutes. Hold on a minute. Yeah, this is very, very, very strange. I've never had this much trouble. It's uh. Okay, I just unplugged this child node. Now I'm going into the far bedroom and then I'll plug the other one that's green right now.
07:00
Speaker 2
is I want you to turn off the parent and the other two active child node. Like, turn off your whole, turn off the whole system. yeah, sure. So, turn off the other two child node that is working and as well as the parent. okay? It's okay. I apologize.
07:00
Speaker 1
Okay. Okay. Now all I have to do is remove the power from the mother node, or do you want the internet connection also? Dot. Okay, I just, I removed it. It no longer has the light on, on the mother node. It's turned off. Okay. I'm ready for next direction. Well, the other, the other nodes that were turned off, do they need to be turned off too, or not? Okay, then you'll have to wait a minute then. I was not, I was not, Uh, no.
08:00
Speaker 2
I, just, uh, just remove the power cord. and then. okay... okay. now everything. Okay, so everything is now turned off, so, uh, what I want you to, um, let's wait for a few seconds. I'll just give you the go signal whenever we are ready, okay? Ah, yes, yes. they also need to be unplugged. ah, yes, just how about you just place the phone on the table, and then, so that you can just walk easily around the house while unplugging them.
08:00
Speaker 1
Okay. That's fine. It's a sad thing. I need to get off this system. I'm very frustrated with it. I'm not sure which one I would go to, but this is way too much trouble. It's not worth the trouble it's causing me. And it's been acting up more and more lately it seems like, I don't know why. Um, but I wanna finish it with you if I can. All right? Okay. Great. All right. Uhm, there's a lot there. I went to, I I did a lot with her and she was very helpful, very good. And when she got off the phone with me, we had, she says the nose are now connected Bob. You can we're waiting, we've waited six minutes. You can now unplug.
09:00
Speaker 2
Well Uh-huh Uh-huh. Okay because because Yeah because Oh. Yeah sure absolutely I'm actually reading the documentation of the uh previous technicians that you spoke to.
09:00
Speaker 1
Let me just unplug and take them back. And I did that, every node except 2 are red, the other 2 are aqua plus the master is aqua. And now all the nodes are unplugged offline and the systems off. What do you want me to do now? I'm doing that right now. Okay. I see the lights starting to come on. It's blue, uh, royal blue on the parent node, okay? And all right. All right for your next. You want it to boot up all the way, right? Okay. All right. Yep.
10:00
Speaker 2
I want you to turn on first the parents mode. Okay. Okay, so let's wait up. So let us okay. So and let's start first with the parents. So once the parent is online, then we can go on to the next one. Okay. So, okay. Let me just check if the parent is ready. Parents ready. Ready. um Then we can then go ahead and turn on the nearest child node the first one, that is the most nearest child node to the parent. But let's wait first up until the parent node is um online or has a solid tail green color LED. OK OK. um [silence]
10:00
Speaker 1
The light is now aqua blue, indicating that it is on. What would you like me to do. I'm right, you know, okay, I just plugged it in. I see the light color is blue, I mean a royal blue, just like it's just coming on like normal. Right? I'm I'll wait for it to... Yeah.
12:00
Speaker 2
Ah yes sir. Wonderful. Now turn on the nearest childhood. One. Uh turn first the nearest child. Like, one of them. Okay. Okay. Okay. Okay. Now let's wait up until uh let's wait up until that this first child node uh its LED turns to solid teal green okay.
12:00
Speaker 1
OK. OK, The... The light is solid red. It just went from the royal blue light to solid red. Yes, solid red. Yes Just a minute Half 27 [silence] That's all
14:00
Speaker 2
[silence] Okay, this child node got disconnected from the parents book, can you unplug this child node and bring it to the parents book? Uh how far is the second child node, if you can estimate it. 27 feet.
14:00
Speaker 1
I'm just. [silence] You don't have to get your own extension, don't you now. [silence]
15:00
Speaker 2
Yes, sir, please turn it on. Okay, um, the second child, no. I'm sorry.
15:00
Speaker 1
Okay. The second child node is plugged in [silence] and [silence] it is [silence] maybe [silence] 1 to [silence] 3. It is 9 feet away from the mother node [silence] right in front of it. This is the only - [silence] this is the first one you asked me to plug in [silence] and you said bring it - plug anything closer to the mother, right? Yes. I didn't turn on any [silence] any other nodes.
17:00
Speaker 2
[silence] sweet cordial good half an hour okay okay nine feet away okay that's the second child node right Yes plug it uh like near the parents now the second child note sir did you turn it on already
17:00
Speaker 1
But this I have the mother on and this one you told me to bring over. All the others are unplugged. And you, now that was the one I just moved closer to it. I just moved the one 27 feet away to nine feet away. The next one is uh in in the in the bathroom over here. Do you want me to bring it out here or what? Or just turn it on in there. It's not. Yes, yes, I'm nine feet away from it and the red light just turned red again.
18:00
Speaker 2
Okay. Uh, can you please try turning on the second child, okay? Now, Like, Like, Like, Since its only 27 feet away from the parent. [silence] ah, yes. So, the first child node that that was actually solid red earlier, then you did you bring it near to the parent, or did you just leave it there? [silence] Okay. now, the second child node, sir. Did you bring it also near to the parent or did you just leave it to its original location?
18:00
Speaker 1
I haven't turned it on. It's in the original location. That's what I'm doing right now. I'm putting it in right now. Yes. Okay. I left it where it was located, which is quite a ways away. That's why I have nine nodes because they're all close enough to one another, right? All within 50 ft of each other even though they're further from the mother node, right? Because that's what it is. It's a mesh, right? I'm assuming. All right. The first child node is still red, nine feet away. The other node in - the other node in one of the bedrooms, which I'm walking to right now,
19:00
Speaker 2
Okay, can you turn on the second child node? just leave the first child node nine feet away from the parent. Let's move to the second child node and turn it On. Thank you so much. Okay. Yes. Uh huh, it's okay.
19:00
Speaker 1
I plugged it in... It is still Royal Blue, very light. Can hardly see it. You want me to wait and tell you what it does? I don't think it's gonna go green solid, but we'll see, huh? [silence] What's causing all these problems? Any idea? I see. [silence] Go ahead. [silence]
20:00
Speaker 2
yeah. Let's wait up until, uh, it's LED light turns to still green solid. [silence] Maybe this child node actually got disconnected from the parent, so that's why they are acting up like this. If second if I'm sorry, I guess if like if the second child node will also not going to respond.
20:00
Speaker 1
[silence] Okay. [silence] Okay. [silence] Now the second [silence] Yeah. [silence] Okay. [silence] The second child node is flashing red. [silence] Right, right. It just turned aqua blue. [silence] Which means it's on. It just turned aqua blue. [silence] So now the parent is green blue. This one is green blue. And the child node over here, does 9 feet away is red. Yes, we can. Will do. Will do. It just came on with a blue light with a, you know, light blue, barely visible blue light, and I'll wait for that. I don't understand why the first child note is still red, and these are turning the right color. I don't understand that. Yeah. Okay. Sounds good. I'm waiting for the
21:00
Speaker 2
Okay, please turn on the third child node. Okay. Okay, thank you so much. Well, maybe that child node 2 really got disconnected. So, yeah, what we are going to work on that first child node later on. Okay. Maybe it's still having trouble getting a signal. Yet
22:00
Speaker 1
Okay, I just turned blue, aqua blue. So that means that that note is working. You want me to go to the next node. Yes, all right. The first child note is still red. The master child, the master node is aqua blue. Number three is aqua blue and number two is still aqua blue. [silence]
24:00
Speaker 2
Can we wait for a while. Yeah. OK, that's perfect. Now, can we proceed on the next one again?
24:00
Speaker 1
Yes, I'm, I'm doing it right now. Okay, I'm waiting. I'm gonna wait for this one. see what it does. I appreciate your help. I don't understand why we're having the problems, but I'm waiting and being patient with you. Thank you for your help. [silence]
25:00
Speaker 2
Hey, you too, thank you so much as well, of course. Like you know, for the cooperation, of course. Because we are not like, you know, there with you physically to help you out. But thank you so much, of course.
25:00
Speaker 1
I think, yeah, I think it is. Yeah, it probably is. We'll wait. Okay. It just turned Oxford blue, same color as the other notes. You want me to head to the next possible node? We'll do. All right. [silence]
28:00
Speaker 2
Okay, so. Yeah. Let's proceed on. The next child. Oh. [silence]
28:00
Speaker 1
same thing there, start up light blue, we'll wait and see. Thank you. It's going to go away here. It's still the light blue, but it should probably start flashing red pretty soon, I would imagine. [silence]
29:00
Speaker 2
Okay, thank you so much. Hi, yeah, that's actually, uh, my, uh, that will definitely go.
29:00
Speaker 1
Okay. This light is now, uh, it's solid red right now, but maybe it'll start flashing, I hope.
30:00
Speaker 2
Um, the routers might really be having a hard time, because this child node, actually, what they are actually doing is, they will look for the most nearest child node that where they can connect so that they can also communicate to the parent. Uh, let's wait for it.
30:00
Speaker 1
It's still solid red. Yes I can. One minute please. [silence]
31:00
Speaker 2
Okay. Uh maybe we don't have any lock for this one. Uh can we bring it over near to the parent and then plug it plug it in there? Okay, thank you so much. Absolutely. Please do take your time.
31:00
Speaker 1
Okay, I just plugged in the node here, right next to the one nine feet away. Do you want to try a different mode? I have this one light blue, and it's thinking. Okay.
32:00
Speaker 2
okay okay got it I'm sorry yeah let's try different note Okay
32:00
Speaker 1
Okay, I see the red light starting to come on here. Uh, we'll see if it starts blinking. I do not know. It's solid red, it is not blinking yet.
34:00
Speaker 2
Okay, thank you so much.
34:00
Speaker 1
Move it to 9 feet away. Yes
35:00
Speaker 2
node will not going to connect to the parent. So this will gonna be the third one. That is not yet connected. How about we. Yes, can you unplug this one and bring it near to the parent as well. And then, after you do it, let's move to another child node.
35:00
Speaker 1
Okay, I just plugged in another child mode. And this is the one of the three, this is the one out of the two that were originally working when the others were not, remember? So let's see what happens. [silence] It's a light blue I'm waiting for it.
36:00
Speaker 2
Okay. Yeah, so let's. Okay. Thank you so much. Okay. Thank you so much. [silence] Okay, thank you so much.
36:00
Speaker 1
That leaves it the one that was in the garage which is the furthest away from the parrot uh obviously. but i'm going to go back and see if the bedroom's doing anything, so hang on. the bedroom node now turned aqua blue. it is on. now go to the last node. right now, go. ready. all right. no problem thank you very much. I'm putting in the last node. It came on and it's light blue like the other. has been. I'm going to wait for it. No, there are -on the table there are I believe there are three. Let me go check. I believe it's 3 min. Yeah. Three nodes are on the table and they're red. All the other nodes and this one -okay this one is blanking red which leads me to
37:00
Speaker 2
okay so so far we have two disconnect the child notes I i'm in three not I'm sorry okay
39:00
Speaker 1
[silence] Uh, probably going to turn awkward, but let us wait and see, okay? It's flashing red, which might be a good sign.
40:00
Speaker 2
Okay. Okay. Let's just uh, wait for it.
40:00
Speaker 1
it turned green, it turns off of blue, so it is working that's incorrect, that's correct, right by them okay it's
41:00
Speaker 2
Okay. Okay. So. So how about we work are now on this three, um, you know, uh, cow nodes? So what I want you to do next, uh, Sir, Robert is I want you to reset this three child nodes. So press and hold the reset button of each child node up until we get solid purple, which means it's.
41:00
Speaker 1
Now, say that again, hold the button down and tell when. OK. The light is off completely. Now, unloaded or wait for the lights to come on? All right. And do the same for each one, right? OK. I've done two. I'm doing the third run. OK. Have done it to each one.
42:00
Speaker 2
should be ready for a setup, okay? You can do it one at a time. Oh, I'm sorry. So, 15 seconds. Okay. you can now let go of the reset button. Okay. Okay. Now, we should be expecting a solid purple light for this.
42:00
Speaker 1
I'm seeing a purple salt, two of them have purple salt. The other one's not there yet. Okay, now that one has a purple light. Okay, may around here. Janet? Okay. Does this sound right? press, release, press, release. Is that what you want? Press, release, press, release, press, release, press, release. Press, release. That's fine, right? The light is
43:00
Speaker 2
uh, okay. okay, now let's go to the parents or to the main router. uh, okay. now I want you to press the reset button of the main router for five times, okay? is that a spiritual yes, okay.
43:00
Speaker 1
yellow one is blinking red. [silence] one is not on and one is solid red. We'll just have to wait a few minutes, right? [silence] Okay. [silence] the the other node is also green. [silence] I think we just have to wait, right? [silence] we'll probably take five minutes. [silence] six minutes. All right. [silence]
44:00
Speaker 2
Okay. Uh, let's wait for it. I didn't try to observe the LED lights of this, uh, three child nodes. The one of them should start blinking by now. Okay. So let's see. Yeah, we just have to wait for a few minutes. Okay. Um, so the parent node will add, um, each child node maximum of three minutes. So that, yeah, three minutes for each child node. So that would gonna be take as for the maximum of 10. Let's just put it in a, you know,
44:00
Speaker 1
OK. Very well. I will uh one child one child node is blinking red the other two are the last two I did they're still red. yes no they're solid red. one is blinking red two are solid. all right. one is blinking red two are solid red. yes.
45:00
Speaker 2
[DOWNWEIGHT] No and allowance on it. Um, oh. So how many of the child node is now blinking red? Or start blinking? The three. No. No. Um, I, like solid red, like they're not in solid purple. Oh, okay. I'm sorry. Okay. Okay, while the other one is still trying to connect to the parents network. Can you reset again the other two? [silence]
45:00
Speaker 1
I've reset the other two and I see a very dim light on them. The other node is still blinking red. Okay. The one that was blinking red is now aqua. The other two are, the other two are still a very light blue, they're not red. They're almost, you can hardly see the light. Okay. Uh, just a moment. Okay, the one, one of the, one of the two just turned red. model number. [silence]
46:00
Speaker 2
So the other two child nodes sir, are they still blinking or, did they go. uh, okay, that's perfect. Okay, and then, let me just double-check it. They all have, I mean, they all share the same model numbers, right? Like, W H W 0 3.
47:00
Speaker 1
hold on, just a minute please. Uh, no, let me see, I'll have to get my camera to get a close-up picture please. The model number on this is, WHWO3V2. The model number on the other- oh the other one's turned red now. So that one's turned red. Well, they weren't light blue, now they're red, but they're not blinking. And my other my other, my other note is now, that was- is back to blue for some reasons.
48:00
Speaker 2
I absolutely okay like okay so both of them are not turning to solid purple uh-huh and okay okay it's blue so I'll just just leave it like
48:00
Speaker 1
All right, now, the light is turned on the first child. And the second and third are red, solid red. Yes? So hold it for quite a while. Okay. Uh, okay. Hold on. I'll get my timer and I will be able to do just that. So hang on a minute. I'm going to do it five times, right.
49:00
Speaker 2
That because it actually sometimes indicates that it's now operating. Okay, can we reset again the other two? But in this time, I want you to press and hold each reset button of this solid, red child nodes led, not just for 15 seconds, but do it for 20. Yeah, 20 seconds. Do not let go of the reset button if it's not yet 20 seconds, okay? Uh, no. Just press and hold its reset button for 20 seconds and then when it's already 20 seconds, you can.
49:00
Speaker 1
Okay. Very rough. The hand. I'm setting this for 20 seconds. I'm holding it right now for 20 seconds. 13, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1, 0 Release. I just released. You want me to do that to the other one as well? All right.
50:00
Speaker 2
can then let go of the reset button. Okay. Okay. Okay. Okay. Yes. So the other one that is also solid red.
50:00
Speaker 1
four, three, two, one. I have held that one for the same amount of time now, okay? By the way, the first child no the first one of the three is now Asaah, and it's staying Asaah. You want me? Do you want me to go to the? yeah. Oh, you know I'm I'm here in the bathroom and I have a flashing red light. They have us.
51:00
Speaker 2
Release That's a good thing. So we just really need to focus on these two child nodes. But while waiting for them, uh, yeah, while waiting for the other two stubborn child nodes, uh, can you unplug the one that is already aquabue and put it back to its original location?
51:00
Speaker 1
Do I have Aqua? So the one narrowed in the in the bathroom here is that we already connected it, it was working, is now flashing red, so I guess we have to wait. You want me to unplug that one and put it where it should be? That's what I'm doing. I'm plugging it in. I'm plugging it in. it's blue. We're gonna wait and see what happens, right? The other two are solid red right now, the two child nodes nine feet away from the master.
52:00
Speaker 2
Sir of course, put it back all the originally located. okay. [silence] Say again, [silence] you pear probably.
52:00
Speaker 1
Not that I can see yet. The one in this bedroom is aqua. Yeah? These two are solid red on the 9 ft away from the motor. Okay hold on it's flashing red it's it's it's red this the one that is an eyesight of the other node 25 ft away.
53:00
Speaker 2
like they are still not responding. is. yeah, it's okay, cause we are about to perform some other troubleshooting on that child nodes. we just, uh, we just have to confirm that the first one that you just deployed, uh, to its original location is now aqua blue.
53:00
Speaker 1
It's flashing red, but it may come on aqua any minute. I don't know. Okay. I have the one in the bathroom here that's flashing red also. This one was aqua, but now it's flashing red. The one that I just put in the wall over here that you asked me to move back to where it was is still flashing red. Okay, now it's aqua blue. It just turned aqua blue. The, the two on the, The two on the table are still red. Yes, I have, I'm standing right by it. Yeah. So. I just did it, and it's got a solid blue light now, it's light. Are you gonna, so just wait and see what it does, huh? Everything else is aqua. Except the two on the table and the one I just plugged in. The others are all aqua.
54:00
Speaker 2
okay, so the one that you I'm sorry okay, so you mentioned earlier that there was one of the child notes that was uh aqua a blue before that is now flashing red okay, can you unplug it and then plug it back in? like turn it off and then turn it back on okay okay, that's good [silence]
55:00
Speaker 1
run in the bathroom here the one that I was you asked me to re plug in it it's still very light blue nothing happening yet. Okay. Yes. By the way, this one is flashing red right now. The one that you asked me to plug back in. You want me to wait and see if it turns aqua? Okay.
56:00
Speaker 2
Okay. Let's just give it some time. yeah so, whi- while waiting for it sir, uh, can we go back to the other two child nodes that is still solid red? uh- while I- while we wait for it uh I just want you to do something.
56:00
Speaker 1
I'm going bassovitchin. The two child nodes and going back there right now. Okay, go ahead. What do you want me to do? [silence] Okay, I'll start right now. First run. Unclicked. One, two, plugin. One, two, three, four
57:00
Speaker 2
Okay, okay, so here's what we are going, uh, going to do on this, too. Uh, networking camera that keeps, uh, that is still not, uh, turning into solid purple. So, I want you to perform a router recovery reset. So, to perform it, uh, this is the steps. So, unplug the power cord for two seconds, plug it back in. Wait for five seconds and then put it, uh, unplug it again for two seconds, and then plug it back again for five. So, repeat the process for four times. One, two, three, four.
57:00
Speaker 1
one, two, three, four, five.
58:00
Speaker 2
So three, four, five. Unplug. Uh-huh. Yes. Yes. Four. Yes. Yes. One last time. Unplug. Uh-huh. five. Five seconds. Okay, I did just, yeah, do it on the next one as well. So just repeat the process four times. Unplug. Two seconds. Plug. Back. In. Five. Uh-huh. five. Repeat the process four times.
58:00
Speaker 1
Both nodes are... both nodes are purple. Both nodes have a very purple light. Yes. Okay. It has a light blue light on it. Very light blue. Nothing else. Okay, now, to run the test...
59:00
Speaker 2
Okay. Now, let's uh, yeah, let's uh, I'm sorry. Uh, yeah, uh, let's uh, just try to observe both of them and, while waiting for it, can we go back to the router, which is located to your bathroom and see if what is its LED lights showing up right now? Okay.
59:00
Speaker 1
Yes, now we, we're, we haven't. Okay. And home though, bunch of air has a bright red light, and the other one still has the light blue hardly able to see. Okay. Okay. I just it just term it just term sick. I have two solid red nose. Okay. Okay. 15 seconds. Three, four, five, six, seven, eight, nine, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19.
60:00
Speaker 2
okay, perfect now we only have two child nodes that we need to work on Okay now mm-hmm Okay light blue, so let's wait for that one that has a light blue color If it will change after a few seconds or a few minutes Okay, just turn it off Okay, now sir, I want you to uh reset again uh both of these child nodes So press and hold its reset button for only 15 seconds this time So each of these two child nodes okay. So did MI part. no no, sorry, please go ahead sir. okay, yeah, we just really have to wait for that one. okay let's give it some time like maybe
60:00
Speaker 1
Alright, I'm waiting. Okay, I'm still waiting. Okay, one just turned solid red. The first one turned solid red. The second one I'm waiting for. Yeah, it's [silence] [silence] [silence]
62:00
Speaker 2
Okay. some few seconds or maybe might be a minute, okay. so let's just, um, okay. like, is it really a red, red color, sir, or light there is a
62:00
Speaker 1
I saw it red. And now the other one just came on red. Yes. Okay. Yes, I will. Yes, I will. . Thank you. Okay. You bet. All of those are working except these two. the this uh right Before all the shit happened. All the notes works fine. I had no problem. Since that time? Nothing but problems. Don't even understand why. [silence] just a moment okay I see name password okay you want the name yes ok it says underscore develop setup do ed to Edward David you are the next one we can use sure to
63:00
Speaker 2
Okay. Yeah, I need the name. So that should start with underscore velop setup. Okay, okay. Yeah, the next one is sir. And only just the two that is not yet fully connected to the network, okay? okay, two, two, eee, sorry. Now, sir, can we go to the settings of your phone, I mean go to the Wi, Wi-Fi settings of your phone? Yeah. Now, uh, please look, uh, from all of the available network if you can see both underscore velvet set of two. Okay. Oh yeah, I'm still here.
68:00
Speaker 1
both. It's all right. No problem. Just double checking. I actually see 3 velop setup items listed as other networks. When I'm looking at my iPhone, which happens to be a i-17 Pro. And it says my Wi-Fi network, which is white. That's a 5. gigahertz. Then mine is
70:00
Speaker 2
Okay, give me one moment. I'll be just working quietly, okay? I'll just I'll be checking on something. I'm sorry. [silence]
70:00
Speaker 1
No problem. Well, it's hard to say. I started off with just a few routers and then I bought more at Amazon and added the routers because I didn't at as good a signal as I wanted. The distances were too far and I think your recommendation is no more than five.
71:00
Speaker 2
okay. Yeah. So, let me just really want to make sure that the two disconnected child nodes Wi-Fi network is displaying so that we can double check it then. Uh, just please give me one moment, okay? And, uh, by the way, sir Robert, uh, how long would you say that you have this router? Mhm. Mhm.
71:00
Speaker 1
50 feet, if I'm not mistaken. But I just added more routers in order to have a better signal. and uh so that I could get coverage in my house. So, I don't know how long it would be, but. When did we buy this router? I have no idea. Had to be back in the beginning. Yeah. I'm happy to pay, if I have to pay you for your help, I'm happy to do that. Right. All right, thank you very much.
72:00
Speaker 2
Okay. Since I was actually trying to look here, like, what is, like, you know, since when did you got this router? So, uh, yeah. Uh, no, no, sir. We actually don't have. We are now actually supporting all routers for as long as they are still on the, I mean, under supp ort because some routers is actually already ended its support. But since this router is still under support, though it's already out of warranty, then, yes, we can still help you out on this one.
72:00
Speaker 1
No, probably. Oh, these should work. They too. Yeah.
73:00
Speaker 2
So just give me one moment. I like all of them, right? It's just that this, it's just that this too. OK. OK. OK. OK. Here's what we are going to do next. On this two child node that is not yet fully added to the network, can you switch their power adapter? [silence] OK, [silence] here it is fully powered on where else?
73:00
Speaker 1
Switch the power adapter from one to the other, right? Okay. Yes, I will. [silence] I just switched the power adapter, one to the other. Okay. And I have a light, light blue light on them both. Okay. Okay.
75:00
Speaker 2
Yes, from one to the other. Okay. And uh-huh. Okay. So, uh let me set up a timer here for like uh four or maximum, let's make it five minutes, okay? And then try to observe it. I just started the timer. So, I'll just let you know once the timer is up. Four to five minutes. Let me know if there's some changes after that five minutes.
75:00
Speaker 1
Both the nodes are now red. Okay.
77:00
Speaker 2
Oh, okay, it still says solid red. So, uh let's just uh wait for it and uh, by the way, Sir Robert, do you still have or can you still pull out the receipt?
77:00
Speaker 1
[KEEP_UNCERTAIN] I don't know if I can or not. I will have to go back and research it. Um, yes, I believe I purchased... Yes, did we purchase the original? I'd have said Amazon or Best Buy? I don't know. I think it was... I don't know if it was Best Buy or Amazon. I know that the I've added at least three additional nodes from Amazon. And then the original, I would have to check it and see my purchases, um, which I I can do right now if you want me to. I'm on the site. I can look right now and see. Uh,
78:00
Speaker 2
You did purchase this on Amazon right? Okay. Okay. Okay. Mhm. [silence]
78:00
Speaker 1
Amazon goes back to 2013 you know that right. I understand. I'm looking right now. Here's a intelligent.
79:00
Speaker 2
customer service if these two routers really do not go solid purple after this five minute timeframe, if these two routers, they will not go solid purple, let's say, after this five minute timeframe. Okay. Yeah. I just wanted to make sure that, like, you know, we have a proof of purchase for this router, because if these two routers, they will really not go solid, purple after this five minute timeframe, then I might need to escalate this issue to our level two technicians, who have a higher level of expertise in dealing with technical issues related to routers, the router issue, and they can give more in depth troubleshooting guidance and support, than what I'm able to provide as a level one technician. Okay. Okay. 22. Okay. Thank you. Okay. So, uh, by the way, sir Robert, the five minutes time frame that we set up earlier is a,
79:00
Speaker 1
Yes they are. Both red. No problem. No problem. Do you want me to - find out - you want me to find out about the other nodes? I'll try. Yes you're there. All right.
81:00
Speaker 2
[silence] [silence] [silence]
81:00
Speaker 1
Gonna go all the way back, but this gives you a few items. yes, sir. no problem. all right. yes. [silence] yes.
82:00
Speaker 2
hello Sir Robert thanks a lot for patiently waitng [silence] on the line so I have already spoke and got an approval to escalate this ticket to our level 2 technicians so just set up a proper expectation because they are going to call you back so the call back process actually is just an estimated time okay because all of them are now currently engaging with a call so as we all know technical troubleshooting may take a little while so maximum time for
84:00
Speaker 1
Okay. Yeah. Well, I, I have to leave at 4:15 here, which is an hour and 15 minutes. Uh, it's, it's 3:08 Pacific Coast time US. and I have to leave at 4:15 and I won't be back. So, it might be better, tomorrow morning to have him call me between 6:00 a.m. and 12:00 noon, if possible. Between, between 6:00 a.m. in the morning or 12:00 p.m., yeah.
85:00
Speaker 2
Framing might be, and uh, two to three hours. So and you're the phone number that we have on file, I'm sorry. Uh-huh. Uh-huh. Six a. m. or 12:00 in the afternoon. Or between. Okay. Between 6:00 a. m. to 12:00 in the afternoon. Okay, and this is, what is the time zone here again? Okay, Pacific. Okay, I just really want to make sure that I input all of the information correctly for our level two technician. And, you know, Thank you so much. Okay, so just to make sure, that would gonna be tomorrow morning between 6:00 a.m. to 12:00 noon Pacific time zone. Okay. And the phone number, sir, that we have on file is the 907-227-1140. Okay. Do you have any other alternative phone number just to make sure?
85:00
Speaker 1
records going back to 2013, and I've just looked and I don't see it. I, I will do my best to try to find something, but I don't know if I have anything or not. I uh yeah. I'll do but I'll do the best I can. I, you know, the truth is, I have nine notes and unless you have a record of what the actual serial numbers are for the three that I just bought at Amazon, I, I have no idea which ones are from Amazon, you know? They all look the same. best Buy was the only other place I would have bought it.
88:00
Speaker 2
[KEEP_UNCERTAIN] Uh-huh. Okay. I- Yeah, we totally understand that, but if if you can, it's much more better. [silence] Okay. [silence] Oh, yeah, I always. Yeah. So, yeah, we just really need that proof of purchase, like, you know, just for the record. and then for the other things, well, we can absolutely try to look it up for you. and,
88:00
Speaker 1
the original system is probably best buy. and I'll call them right now and see what I can find out. all right? yes. Yes, [silence] I do. let me have the [silence] go ahead and give me the ticket number. 1-3-3. 1-3-3-6-2-2. I have it. 2 seconds. I truly appreciate appreciate your service. thank you very much. [silence]
89:00
Speaker 2
All right, thank you so much. And uh by the way, Robert. Uh maybe you also want to take note of this ticket number. So yeah, so the the uh ticket number is 1 3-3 6-2-2. Okay. Yeah, that's the ticket number. Okay. So, yeah. I just successfully escalated this case. So just please uh expect a call back from our level two technician tomorrow between 6:00 a.m. to 12:00 noon Pacific Standard Time. [silence] Thank you so much as well. Bye for now.
89:00