V2 Rubric Detail — d0c71730-60f4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 15:40
Duration
100m 1s
Contact
Jim Edwards
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#TE00132422
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial set up
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
Escalation4.00/5
Customer Exp2.86/5
Overall58.1% (+28.1)

V2 Grader Summary

The agent demonstrated ownership and used appropriate tools but provided materially incorrect technical guidance by misidentifying the LED states for WHW03 nodes. Despite extensive troubleshooting, the core issue—cross-generation incompatibility between MX6200 and WHW03—was not diagnosed, leading to a justified escalation. Customer effort was high due to repeated, ineffective steps.

V1 Case Analysis

Customer unable to add MX6200 as parent; child nodes stay red/pink and do not join. Performed resets, firmware update, 5-press pairing; issue unresolved – escalated to L2.

Troubleshooting Steps
  • Verified router LED (solid blue) and accessed local UI via 10.181.1.1 (incorrect IP).
  • Performed firmware update on parent node.
  • Guided 5‑press reset on parent and 15‑second reset on each child node.
  • Attempted to add wireless child nodes via CA router setup UI.
  • Changed static DNS entries (unnecessary).
Key Observations
  • Agent gave an incorrect local IP address (10.181.1.1) instead of 192.168.1.1 [17:00].
  • Unnecessary DNS changes were suggested, which do not affect mesh pairing [76:00].
  • Agent confused LED color meanings — incorrectly treated red and pink as equivalent [38:00–44:00].
  • The call duration was excessively long (99 minutes) with multiple holds and repeated resets without progress.
  • Agent prematurely introduced paid support discussion before completing diagnosis [30:00].
Positive Highlights
  • Correctly identified MX6200 as a 5‑press pairing model [39:00].
  • Collected serial number and contact details early in the call [04:00].
  • Escalated the case to second‑level support when unable to resolve [95:00].
Agent Errors / Gaps
  • Provided wrong router IP address for admin access [17:00].
  • Suggested changing static DNS values, which is unrelated to the problem [76:00].
  • Confused LED color meanings — red vs pink — leading to incorrect troubleshooting path [38:00–44:00].
  • Failed to verify warranty status via system lookup despite claiming it was out of warranty.
  • Prematurely introduced paid support discussion before completing diagnosis [30:00].
  • Repeated 5-press reset multiple times without validating outcome or adjusting approach.
  • Allowed customer to remain disconnected from correct Wi-Fi network during troubleshooting [58:00].
  • Did not confirm whether firmware update actually succeeded before proceeding [49:00–51:00].
  • Misguided instruction to 'press add wireless child nodes' despite button being non-functional [67:00].
  • Excessive hold time without explanation or progress updates [69:00, 87:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The child nodes never successfully paired (remained red/pink) and the agent escalated without achieving resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed multiple steps (firmware update, 5-press, resets) but the troubleshooting lacked a clear diagnostic path and failed to identify the core compatibility issue early.
R3 Met Correct resolution path conf 95%
Agent correctly acknowledged the WHW03 nodes were out of warranty, offered limited paid support, and escalated appropriately after exhausting troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptoms (red/pink lights) and attempted pairing, but did not diagnose the cross-generation incompatibility between MX6200 and WHW03, which is documented in KB.
T2 Met Appropriate tools / resources used conf 97%
Agent used the local web interface, performed firmware updates, and applied the 5-press method—correct tools for the MX6200 model.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated that solid red is the desired state for WHW03 nodes, contradicting the KB which states solid blue is ready and red indicates error.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but had long silences, repeated unclear instructions, and lost direction during the firmware update and pairing attempts.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms without simplifying; customer had to ask for clarification on light colors, indicating poor adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the call, attempted multiple solutions, and only escalated after reasonable effort, demonstrating ownership.
O2 Met Proactive follow-through conf 94%
Agent clearly communicated escalation as the next step, promised an email with ticket number, and set expectations for follow-up.
O3 Met Closure confirmation conf 95%
Agent referenced prior contact, customer history, and warranty status without re-asking known information.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation was justified after extensive troubleshooting failed, and the issue involved cross-generation mesh compatibility beyond L1 scope.
E2 Partially Met Escalation prep & handoff conf 89%
Agent requested firmware version and promised follow-up, but did not fully document all steps taken or specify the exact reason for escalation in real time.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent consistently apologized, thanked the customer, and used polite language despite prolonged troubleshooting.
X2 Partially Met Tone & rapport conf 87%
Agent remained courteous but did not adjust tone or pacing when the customer expressed confusion about light states and UI behavior.
X3 Not Met Overall experience conf 94%
Customer performed multiple resets, firmware updates, page refreshes, and repeated pairing attempts with no progress, indicating high effort.
Call Transcript144 turns · 158 lines
Speaker 1
[silence] Yes, G, I just got a new linky system, and I'm trying to, it's a router node and I'm trying to install it and I've run into some challenges.
00:00
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linqs.com. Please have your device serial number ready. For assistance press one now. For out-of-warmty products, Paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. This is G, how can I help you today? [silence] Uh-huh. [silence]
00:00
Speaker 1
And so I'm hoping you can help. Sure. It's a Wi-Fi 6 E router node. Mesh Wi-Fi 6 E router node. I have, give me just a sec. I have five other nodes that I currently am using and the key is that they, one of them is being used as a router node. But it's an old type of node. And I can give you that detail if you would like.
01:00
Speaker 2
Yes, yes, of course. Sir. May I have the model number of your new Lynxist, device, please? Mhm. Okay. Uh, how many nodes you have in total, sir. Mhm. Yes, yes, sir. So what you wanted to do, sir, is set this, this Wi-Fi 6E as your new parent node? Is it correct, am I correct?
01:00
Speaker 1
I'm trying to do that and unfortunately it's not working, yes. Yes, I did. I ran the app and then when I ran into trouble I used actually Claude and uh then got to the point where it just wasn't working. Yes. Well it's not working, let me take a step back, it's not working but it's working. It's not working fine because yes it's working. Yes, it does, yes. And why I say it's not working fine is
02:00
Speaker 2
okay. And okay, how did you run the setup here? Did you use the app or? hmm. Okay, but just to confirm, sure. The existing node or the older node, you have as a parent is is working fine. Okay. Yes, got it. But it's working but it has internet connection. Okay.
02:00
Speaker 1
That's that's why I got a new one because, I talked to you guys in in the past and, you said, hey, you can try that, but you're probably gonna get overloaded in your house, given all the devices. And so you probably need to upgrade and so I ended up upgrade. Sure, 314 602 9321. Yes. Yes. That's correct. [silence]
03:00
Speaker 2
,[silence] [silence] I see. Got it. Sure. Okay. You mentioned that you called us before. May I have your phone number again? I'll try to pull up your record here. Nine three two one. Okay. This is under Mr. Jim Edwards. Okay. And the email address I have here too is jedwards.com. Okay. Yeah. It shows here that you have five nodes and the older device you have is a WHW03 and you availed our paid services. continue and paid services.
03:00
Speaker 1
correct yes, sure uh serial number is 5-8 W1 0 M2 1 E 03 048 okay
04:00
Speaker 2
Okay. You're still with AT&T, sir? Okay. Still with AT&T. Okay. So, yeah, may I have the serial number of the new parent node that you wanted to set up? Sir? [silence] Got it. Thank you. Let me just check on the exact units. Okay? Uh give me a couple of seconds. Yes, sir. So, you just purchased one node and, um, okay.
04:00
Speaker 1
No. So here's what, uh take, take a step back. I have unplugged it all and I went back to using my W.H. W O 3 as the parent node, because it wasn't working. But what I tried to do was, I've got my AT&T router, BGW, It's not a router. It's a B.G.W 2 10 gateway with I, yeah. With an I.P pass-through enabled, and it's currently pointing towards the old links Wastevellet W H W 03 node. I tried to replace that with this new M X 6200, And I updated the pass-through MAC address on the M X 6200 to, um, the one that should come the Mac address on the transcribe.
05:00
Speaker 2
okay sure, uh, what is the light on the top of this node right now? or is it currently plugged in right now or not yet? it's a modem
05:00
Speaker 1
The new one, but the ME access 6200 still shows, it showed a solid blue light, and it wouldn't get internet. And so then I had to back it all the way out. Yeah. I can, yeah. Sure. And so just to make sure I'm doing it correctly, I'll go over to the I just unplugged the whole node and then plug this one in. Okay. Obviously, lose internet access. No big deal. There's no
06:00
Speaker 2
i see i see got it okay so i believe yes sir i believe sir we have to re-configure this node and yeah we will use the user interface for uh setting this one up okay so is there a way for you to remove the existing node and connect the new one sir yes yes sir sir can you provide me with the exact date sure, where'd you order this node? Or that this node, Le. Kes. Les Only. Okay. Les Only. uh, uh yes, Yes, Yes, Okay. uh, Yes?
06:00
Speaker 1
I purchased it. well, it. it. it was you it was it was delivered on May 26th. order placed on May 26th and it was actually delivered on May 26th. [silence] Yep. [silence] [music]
08:00
Speaker 2
Okay, May 26. Same day.
08:00
Speaker 1
Yeah. And I have an order number if you'd like, I don't know if that helps. Yeah. Yeah. Let me go back to that. Um, the light is solid blue right now. Well, actually, it's blinking blue right now. Okay. Okay, now it has turned solid blue. [silence]
09:00
Speaker 2
Okay, yes sir. Okay, yeah. What is the light right now, sir, right after you plug in the store? Your modem. blinking blue. Okay, I believe it's still booting up, sir. Let's just give it a time. If it stays blinking blue, sir, after one minute, let's do a hard reset on this, okay? solid blue. Okay, do you have a maybe?
09:00
Speaker 1
Yes, I do. It is a computer, a Mac. Yeah. Okay. Okay. The Wi-Fi settings, so Wi-Fi. Okay, it's the ______ setup. So you said, yeah, I see that. Correct. Okay. It says Wi-Fi network bel 002 requires a WPA3Personal password.
10:00
Speaker 2
okay would be a computer sir or an iPad that we can use okay what is this the default insertion computer a Mac computer okay okay so kindly do this sir go to the settings of your Mac computer WiFi settings look for develop setting up WiFi name sir that's the same name underneath your new parents dolls yes develop that up 002 okay let's connect to that WiFi name sir
10:00
Speaker 1
Okay. So now I got to go back to the Linksys device and get what that password is. Hold on. Yeah, that's great. I will do that. Thanks for the heads up. Um . [silence] Okay.
11:00
Speaker 2
yes that's the same password underneath your linkis device sir sure how about this take your phone with you sir and uh take a picture of the sticker underneath the device because we might need some of the other information later on
11:00
Speaker 1
[silence] Give me just a second. It's telling me I have to remove some of my apps or photos. [silence] Because I have too much, shoot. [silence] I have too many. [silence] Got it. No, I should have been. Go on. all right okay now i have a picture of it are you there yeah okay uh so i've got the password i think yeah and i'm going to type it right in there
12:00
Speaker 2
Oh, sorry, sir, I was talking on mute. Yes, sir, I'm here. Okay. Yes, sir. Okay, so let's connect your com- Okay, that's good. [silence] Welcome to Excel World. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Welcome to Excel World. [silence] [silence]
14:00
Speaker 1
Let me know when you want me to do something else. It says it, it says it's connected. Yeah. Uh, it says, uh, I'm not sure I understand you. Yes, I'm I'm under Wi-Fi settings. It says develop setup 002 connected. I can click on details. Is that what you want me to do? Okay. Okay.
16:00
Speaker 2
yes have is it already connected sir is your computer connected okay that's good yes sir do you see the wifi name sir where you are connected right now which is the web up set up there's this details or blue circle yes sir you are still under wifi settings on your computer right yes yes sir click on details and then you will see information like IP
16:00
Speaker 1
Okay, yes, I do. The router number is ten dot one eight one dot one dot one. Um, open a a what? O a browser. Okay. Yeah, okay, yeah. Okay. Um, okay. Kep? It says Linksys. Why am I getting a warning when I try to access my router settings in browser? Okay.
17:00
Speaker 2
Okay. That's good. That's the right number. So open a browser. An internet browser. Sure. Safari. Chrome. Any browser you have on your browser. Yes. Sure. Okay. On the URL or address bar please type the same number. Sir. 10.181.1.1. Okay. Yes. You are on the right page. Sir. So now sir. Uh [silence]
17:00
Speaker 1
Okay. I hit continue and I hit continue. It says, your connection is not private. Attackers might be trying to steal your information. Okay. I'm not using Safari, I was using chrome or Google. yeah, advanced. Okay. I got it. Proceed to, yeah, to 10181. Okay. Got it. Okay. I click that link and now it's saying, download that linksys app.
18:00
Speaker 2
Scroll down, go to continue. There's a button continue just on the same page below. Okay? And tap continue. Sir. Okay. If you. Yes. If you're using Safari, you have a show details option. Okay. If that's the case sir, then it will be advanced. Okay. And then right after you click advance, you will have another link proceed to unsafe. Unsafe. Yes. Yes. Okay. Do you see a picture of two phones sir? Keep your microphone.
18:00
Speaker 1
Yes. OK, this is on my computer, so, um, I actually, and so I can't, I don't have a touch screen. Um, it's a Mac. It's a Mac Pro. Yeah, Mac Pro. But I do have the app, I do have, I do have the app already on my phone. OK. I clicked on the phone, and it says, one moment. So, is that what you, yeah. OK. [silence]
19:00
Speaker 2
Can you tap the picture of the phone?
19:00
Speaker 1
Okay, now it says sign in, access router. a de-m-i-n router password. Yep. It says we've updated our password, create a new one. Okay, so I'm going to click on that. Okay. And is this my, this is my router password. This is not my actual home internet. Okay. Okay. [silence] Okay.
20:00
Speaker 2
Okay, so by default, Sir, router password is admin or lowercase. Just A D M I N. Okay. Yes. Yes. Okay. So after you click sign in, you can change, you must change your router password. Yes, Sir. After you click sign in, Sir, it will require for you to change, create your personalized router password. Okay. Yes. Yes. Yes, Sir. Mhm. No, Sir. Just your router. Yes, just the router password. no share let's get that one [silence] I was actually I think I'll do that
20:00
Speaker 1
Okay. I'm going to reset it. I want to make sure it's right. Okay. Yup. Okay. Resetting it. Okay. Now I'm in Linksys smart Wi-Fi. I see network status, Linksys home,
22:00
Speaker 2
Okay, that's good. You can see first block, It's at the top of the page on the right side says selected device, router, Internet.
22:00
Speaker 1
Yes, it has this device, check mark, router, check mark, internet, check mark. Okay, I see that down there, yeah. CA, okay, I hit the CA button.
23:00
Speaker 2
yes. that's what she said. network status. what does it say, sir? it's the the old two-green check mark. okay. yeah, it seems that it seems, sir, that this is already getting internet connection. so, you still have a blue light on the top because it's not yet configured. so, here's what we will do, sir. since you're you're still on the main dashboard, kindly scroll down all the way to the bottom of the page. kindly look for the End-User License Agreement, Privacy Statement, Third-Party Licenses, QR Code Privacy Policy, CA. okay. CA, sir. Tap the CA uh button, please. Yes.
23:00
Speaker 1
Okay. I did that. Okay. I just clicked on that, yeah. Okay. It does say updates are available. Should I wait later for that? It says, okay, firmware update. Okay. And I should click automatic and then I'll just go update. Okay. Installing firmware update. Do not power off the router or close the browser window. Okay.
24:00
Speaker 2
okay? And go to the left, uh, left, left side here. Under router settings, you have there, connectivity. Okay. So, mhm, yes, sir. So, uh, under conductivity, you have there, setup, uh, so, I'm sorry, a, uh, router setup. Last option. Update available. Uh, yeah, let's do it now, sir. Yeah, let's do it now. Yes, but. Yes, yes, sir. Mhm. Yes. Mhm. Yes, sir. Make sure that the [silence] Hmm, okay. Yes, yeah. Okay. [silence]
24:00
Speaker 1
please try again later. sure. okay. The current page has been unsaved. You want to save your changes before leaving. okay. I've saved the changes. Now, I'm on the CA router setup page. Yes, I do. [silence]
26:00
Speaker 2
Okay, let me just take of that error sure okay. Okay, so, yes, since it's not updated yet, sure, yeah, let's just keep on that for now, sure. Uh go to CA router setup. Uh, yes. Let's go ahead and save that one, sure. Yes, okay. So under CA, yes, sir. Under CA router setup, you'll have an SSID and a password boxes and a set up node button, right? Okay. So this SSID, sir will be your preferred Wi-Fi network name. So this will be used to connect your devices to the complete
26:00
Speaker 1
Okay. The S. Yeah. Just to make sure, the SSID is my network, my home network name and I don't want to change it because that means I have to change all the other things. But, so I should just put in my existing network name. Okay. And same password. So, everything doesn't... Yeah, okay. And then I'll do set up node. Your router is applying changes. May cause devices to temporarily lose connectivity. That's okay. Hit okay.
27:00
Speaker 2
you can create yeah, you can create now sure, or you can use the old one uh up to you. Once you're done, by the way, sir, what's... yes, yes, you can uh use the same one, sir. And once you're done with the name and password, sir, there's a button below, set up a new product or I'm sorry, set up note, sorry, just click on that, sir. Yep.
27:00
Speaker 1
Router not found. You are not connected to your router. Okay. Okay. Um let's see. Okay, not seeing it yet. Yeah, it's not coming up yet, but maybe it's just taking time. [silence]
28:00
Speaker 2
That's the case here because you just changed your Wi-Fi name. So kindly go back to the Wi-Fi settings of your computer, look for the new network name that you just created,
28:00
Speaker 1
Okay. Now it says I'm connected. Well, it's connecting because I can see in the bars. Yeah, it looks like it just connected, by the way. And I'll go over to the node. The node is white now, yeah. Wow. Perfect.
29:00
Speaker 2
Yeah. Can you also check, sir, while we wait for the computer to be fully connected, can you check if there's any changes on the colors there on the top of this node? Mm-hmm. Okay, that's good. So that means, sir, that your new parent node is now up and running. Mm. Okay. So the next thing that you need to do, Sir, the next troubleshooting that you need to do is setup or add your child nodes. Sir. Unfortunately, this [silence]
29:00
Speaker 1
Correct. Okay. I'd like your help. Um, so, yeah, and I've opened up my app. So... Yeah, if you can help me. And I understand what you're saying. I thought I corrected
30:00
Speaker 2
nodes, this is showing out of warranty based on the previous documentation you have. Those are your child nodes, right? WHW03. Oh, okay, I see. Okay, W18. That would be out of warranty as well. And this one also. Right? Yeah, okay. So, sir, I will help you with one of your nodes. And since you can do the same things on the other nodes later on, but if you still want to be assisted over the phone, sir, that will be a different service. For device, so that will be with a charge already, since, those are out of warranty devices. But I will provide you troubleshooting, sir, for one of your nodes. You can follow that one, sir, if you don't want to avail the paid service. Oh, thank you. Yeah, happy to help. Yes, it was such a good match. Maybe. All right.
30:00
Speaker 1
Yeah. Though the other guy said is, when you buy a new product, you it will, they'll allow me to have set up these other nodes, but if you can just do one, I can do the rest. That's fine. That's great. Yeah. Yeah, I can do that. Um, okay? Uh, say that one more time. How far? Oh less than a meter. Okay. All right. Um, I'm grabbing them now. I'm gonna have to walk 'cuz they're in different parts in my. House. Yeah. All right.
31:00
Speaker 2
Yes, or how about let's do two sure, two or three at the same time? Yeah, is it possible that you can plug in three, three nodes there right next to your main node? Okay, let's do that soon. So, yes. Uh less than a meter away from the main node sure, okay? Yes, uh less than a meter away sure, from the main node. Okay.
31:00
Speaker 1
And I'm so I'm gathering them right now. Do you want me to plug them in? Okay. And one of them and can one of them be the
32:00
Speaker 2
way yes yes sir if you can plug in three uh on the same location less than a meter away from the main node sure that we can do three at a time three or two at a time
32:00
Speaker 1
the old, um node, the old, um, yes. Okay, good. Ugh, perfect. And I'm plugging them in right now. Okay. I'm plugging them in, and they're each starting, you know, with the blue light. Blue light blinking, I think. Okay. Um, yeah, one of them is showing up, but... [silence]
33:00
Speaker 2
All parent note? Yes, yes, sure. Yes, sure. It can. Okay. Yes, sir. So, since these nodes, sure, they are connected to the old parent node, you have to reset all of these nodes, child nodes, those that you just put. in. And let's wait until it shows a pink red light on the top, pinkish red.
33:00
Speaker 1
We're gonna have to wait. Can you go up and get your plug? I'll plug it. I'll plug it and bring it down to me, yeah. And we're waiting for them to be what color. Yep, your shirt, okay. One of them is blinking red right now. One is actually aqua blue. It was – I don't know if you've reconnected or not but on each, okay. [silence]
34:00
Speaker 2
Hmm. Yeah. Yeah. Hmm. Yeah. Ooh. Hmm. gently. Okay, right. For this note here, for this older note, it should be pink red, pinkish red. [silence] Okay. Okay. Okay. How about we do a reset now, sure, on all of this three child nodes. Press and hold the reset button for 15 seconds on each.
34:00
Speaker 1
I'm sorry, I wasn't able to transcribe any speech from that audio.
35:00
Speaker 2
15 seconds on each. Sure. [silence]
35:00
Speaker 1
Okay. Okay, so they are all now in the process of [ silence [silence]
36:00
Speaker 2
Okay. Uh, let me know sure what's the light on the top of those notes here, okay? Huh? Sure. Just to confirm, uh, you already did the reset on this, um, loads, right? [silence]
37:00
Speaker 1
Oh, I've got, oh no, oh, okay, and that one just turned. So now I got two red. and the one I just did is still blinking blue. It might turn red, so. Are we trying to get it to red? Yeah, pinkish red. Yeah. Yeah. Okay, so two are already and one looks like it's, oh boy. Okay. One is pink and the other two are red. And it's yeah. I mean, I thought when you said pinkish red, Yeah, now I can definitely tell a difference between one of them being pink and the other two red.
38:00
Speaker 2
uh, a pink red sugar, a solid red. Yes, and steady. [silence]
38:00
Speaker 1
And it's solid. So one solid, pink two are solid red. Yeah.
39:00
Speaker 2
okay okay so this is one way sir of uh... adding your child node this is actually the fastest way uh... on your main linkage device or the main parent router you have there a reset button don't press it yet uh... what you need to do sir is to press and release the reset button of this parent node five times not too fast not too slow like press release press release press release press release press release but not too fast and not too slow um
39:00
Speaker 1
Okay. And this is five times. Okay. Of the main parent node, I see a reset button and I'll do and I'll just say press release. Press release. And I'll OK, OK. I'm ready to go. I'm going to go. Okay. Press one. Press two. Press three. Press four. Press five. Where it was blinking white, now it's solid white. And now it's it turned off and now it's blinking white. Well, it just.
40:00
Speaker 2
five times, but on the reset button of the main board. Yes, five times. Okay. So, what's the light on the top of your parent noder,
40:00
Speaker 1
Faded and came back white. And now it's solid white. Yeah, it's solid white right now. Okay, so parent node is solid white. And all the mesh nodes are, two are red and that one is still pink. So, one pink and two red on the mesh nodes. [silence] Anything I should do? They're the same as they were before, so two are red and one is pink.
41:00
Speaker 2
I'm sorry, sir, do you now have a steady pink or a red light on the node? [silence]
42:00
Speaker 1
And real quick, while I know you're working on something, is pink what we want or is red what we want? Okay. So red is the one we want. Pink is the one that's the problem. Okay. Well, I have two red and one pink. And so then we want the reds to turn pink. Is that what we want to have happened? Okay. Well, nothing has happened to those. The, the main node, the parent node is a solid light. And I still have two red um child nodes and one pink child.
43:00
Speaker 2
Usually, it will show you read.
44:00
Speaker 1
Yes, I did. The five presses on the main parent node. Correct. It is solid white. Okay. On my child nodes, I have two red, one pink. Okay.
45:00
Speaker 2
Okay, so, and we did already find press to write. Okay, so parent nodes stay solid white, right? Okay. What's the light again sir on the top of your child nodes? Two red and one greenlette. So let's try to confirm sir. Go to the settings of your, um settings of your computer. Okay? And kindly check sir on available network if you can see,
45:00
Speaker 1
I do. Yes, I see, I see Velup setup 766, E90 and I think ECC and actually F24 [silence] because I got four of them. [silence] Should I open my app on my phone? [silence]
46:00
Speaker 2
Uh huh. Oh, uh, no need, no need for now, sure. Um, okay, we're done with the five press. Sir, can you do another five press more?
46:00
Speaker 1
Okay. Okay. I'll do it and I'll tell you when I'm pressing, so get ready. I'll say a number when I'm pressing and then actually I'll say press and then a number. Okay, so press one, press two, press three, press four, press five. And I'm hitting the reset button on that. There's another button, but I'm not hitting that. I'm hitting the reset button. And now it's blinking. It was blinking.
47:00
Speaker 2
But just to make it a bit slower. Press. Wait for a second before you press again. Another second. Press again. Five times. mm-hmm <start tagging>
47:00
Speaker 1
white and now it's solid white okay now should I check and nothing it doesn't seem like anything's happening on the child notes they're still all the same one Oh wait no yeah they're all the same color yeah so two red one pink actually three red one pink okay connectivity tab okay um and go to basic or
48:00
Speaker 2
Yeah, well. Mm-hmm. Yeah, well. Still all this thing here. Okay, sure. I think we have to do an update first. Sure, at the parent node since it was not successfully updated. Yes. So, go back to the connectivity tab and the details. Mm-hmm.
48:00
Speaker 1
What page? Okay, basic. Got it. Okay. It says firmware update and I have automatic checked and I can hit automatic. I'm sorry. I can hit update. You want me to hit update? Okay. I'm hitting update. Update firmware, yes. [silence]
49:00
Speaker 2
[silence] yes basic sir okay under basic you have um options stay on the first option sir yes yes the first one uh uh nothing else a little a little to the left yes keep going there you go little left little left yeah nothing heading a little right
49:00
Speaker 1
The blue bar is moving a lot further than it went last time. It says installing firmware. Uh, yeah, it's the blue bar is about halfway through. It says installing firmware update and just your router is rebooting. The action you perform requires a router reboot. This may take a few minutes, please wait. And I should just say okay. Should I just say okay?
50:00
Speaker 2
Sorry. Yeah. Not yet. Is there any progress, sir? When we do the update? Hmm. Yes.
50:00
Speaker 1
OK, now, it says waving. So, it looks like it worked. [silence] So it's still spinnings and waiting. So it looks like it's working hopefully. Yeah, still says waiting, so. [silence]
51:00
Speaker 2
So Dwight sir, you are referring to the parent node, right? [silence] Yes?
55:00
Speaker 1
Still in the same mode, it still says waiting. And, uh, you know, the little dots are circling around in a circle. correct. And when you are saying that, am I does it look like I'm connected to the internet on my on my computer?
57:00
Speaker 2
Okay, so how is it Ture? Ture, Ture? I see, so still on the firmware update, right? Okay. Ture, can you please make sure that you are still connected to your Wi-Fi network, because you might be disconnected, you might got disconnected. That we will check, Ture. You should be connected to your Wi-Fi network.
57:00
Speaker 1
Okay. So you want me to go to settings? Right. It looks like I am set up to develop, set up 7 6 6 as opposed to Jay Edwards 2, which is my, um, my home network. So I'm connected to a Velo, set up as opposed to for, it's almost like a node as opposed to my actual internet connection. Okay. Yes. I will now connect to my way, me Wi-Fi.
58:00
Speaker 2
oh I see so that means sir that you're not connected to your main Wi-Fi can you connect to your main Wi-Fi sir
58:00
Speaker 1
Okay, now I'm on my main Wi-Fi connection. And maybe it was just trying to go off to one of the old things last time. Um, one is on pink, and the others are on red. so no change, Are we back connected to my devices? Does that mean is the waiting circle ended? the waiting circle is still spinning. Yeah.
59:00
Speaker 2
sir while we wait for that your other child notes are still on um pink or red right okay yes yes sure yeah um anyways we still have the apparent node um updated so are we back connected to your uh to your device sir yes still spinning [silence]
60:00
Speaker 1
But I am connected to my main, um, internet connection, which you think is the parent note, it's the parent node, yeah. Okay. Well before, yeah, I'm not ready, I'm not ready. Well before I do that, are you sure we wanna do this when the circle is still spinning for the update, the firmware update? Okay, I hit reprint, it says your connection is not private. And now should I go to advanced? Okay. Advance, I'm going. Proceed, yeah. Okay. And now it comes back to the, I'm
61:00
Speaker 2
okay. yes. yes, sure. okay, sure. let's now try to do the five press. um, we will do it together, sir, so that, um, we can- we can make sure that it's properly done. let me know if you're ready to press the reset five times. so, yes, sir. on- mm. sir, can you refresh the page, please? cuz I think we need to just do the refresh. yes. you- yes. same thing here. on- mm. same thing. [silence]
61:00
Speaker 1
When it goes to the link this menu. It has a waiting circle. Waiting circle, but in the back. Oh, now it updated. It says, um, firmware update checking for updates. Nodes are up to date. So the firmware update looks like it went through. Okay. So now, do you want me to go get ready. Do the five presses again. The five. Okay. All right. Okay. I'm ready. And you tell me when and I there's two. I just want to make sure there's a reset button, which is a small one. There's a larger button and then there's an on and off switch. I'm doing the reset button, right?
62:00
Speaker 2
Yes.. Yes. Yes, sir. Let's do it now, sir. Yes.. You're doing the right thing. Be brave. Uh-huh. Right. Take care now, OK?
62:00
Speaker 1
Okay, okay, and I'm I'm ready. Press, release. Press, release. Press, release. Press, release. Press, release. K, I did that. I'm, I'm all let go. The button is blinking white. Now it went to orange. It's blinking orange. It's never done that before, so maybe this is good. Now it's back.
63:00
Speaker 2
the reset button, sir. Okay, let me know if you're ready. Okay, so let's do it now. Press. Release. Press. Release. Press. Release. Press. Release. Press. And release. Let go, sir. Let go now, sir. Let me know if it's back to solid white, okay?
63:00
Speaker 1
Let's package two, solid white. Let's check the child nodes. Um, no difference in the child nodes right now. [silence] Correct. Do I need to use like an Ethernet connection to them? Cause I remember I had to do that last time. Okay. Okay. Yeah, there's been no change on the child nodes.
64:00
Speaker 2
and your child not sure what that is still solid red no no need sir no need that will be for last option okay okay no chances still
64:00
Speaker 1
Yes. Yeah. Yes. Okay, I'm on basic and it says connectivity. [silence] CA router setup. says your master node is now configured. Add wired child nodes or add wireless child nodes. Okay, I just click that. You know what's strange is under, your master node is now configured. It says add wired child nodes. Okay. Add wireless child nodes.
65:00
Speaker 2
Well, okay. Sure. Uh, you, you were able to go back to the Linksys page, right? Okay. Uh-huh. Uh-huh. Okay. So how about uh, go back to the page, sir, and connectivity, uh-huh. And push the router set up, yes? okay, ah, sure. Uh huh.
65:00
Speaker 1
nodes and then do I say apply or okay or can't, it says, the the button goes almost grayed out it doesn't do anything and should I hit okay cancel or apply? Or when I and then it goes off so I'll restate it your master node is now configured I have in the first row add wired child nodes done adding wired child nodes and the second row I have a button that says add wireless child nodes when I click that button, it turns gray but nothing happens on the bottom I have an okay cancel and apply and so when I click that add wireless child nodes it kind of grays out for about I don't know 20 seconds and then it comes back. Do I need to hit one and then hit apply or hit one and say, okay, or, okay. So I've done that two times. I've clicked it and it's grayed out and nothing has changed on my childless nodes. So that's where I'm wondering, should I hit add wireless child nodes and then hit okay or apply on in the CA router menu? Because every time I hit add wireless child nodes, like I'll do it again, it grays out on and I just hit it and so then I'll tell you when it stops graying out.
66:00
Speaker 2
Yes, just click on add wireless child nodes, all right? If it will go grayed out there, yeah, if it will go grade out, check the light on the top of your child node. If it's blinking, that means it's responding. Mhm. Mhm.
67:00
Speaker 1
Now it's stopped. Now it comes back to a non-grade out where or the button is live. Two are solid red. One is solid pink. Yeah, no problem. Yeah. And is it for all of them? Is it only for the one with pink? Is it the only one for red? And so help me out, which ? All of them.
68:00
Speaker 2
And your child node stays solid white? That's why solid red to write solid pink. still no response. Okay. Just give me a few seconds here. Just need to check on this. Okay. How about um, can you do another hard reset here on your child node? Make sure that this node is still next to the main node, uh, less than a meter or less, yeah, less than a meter away. Let's do for We set each of note. Yes.
68:00
Speaker 1
Okay. Until the light turns off. Okay. All right, I'll start doing that. So here's the first one. Yes. Okay. Yep, sure. [silence]
69:00
Speaker 2
Fifteen seconds each, or press and hold the reset button until it turns off, then let go. Then do the same thing on the others. Yes. [silence] Sir, while you do that one, Sir, will it be okay if I place this call on hold? I just need to pull up some resources. okay, i'll be right back. just let just stay on the line. Thank you, Sir. [silence] [end of transcription]
69:00
Speaker 1
Yes. Okay. Uh, my update is, um, same exact colors after we, we restarted all of them. One's pink and the others are red, yeah.
73:00
Speaker 2
Hello sir, I sir thank you so much for patiently waiting sir. Um, okay. Yes, yes. And you haven't moved this noticer right? They're still less than a meter
73:00
Speaker 1
correct, correct. [silence] on the computer, okay. Um, I'm going to go [silence] to another page and then go back to this tab [silence] whoops, I'm going to see a router, add wireless child nodes [silence] okay, I click it, the button is grayed out and it does the exact same thing. Um, do I need to refresh my page maybe? [silence] Okay, I'll gonna refresh the page.
74:00
Speaker 2
away from the main note. Correct. Okay. Okay. So, yeah, let's go ahead and add a, add this note here using the user interface, same thing, add wireless shell node. Yes. Yes. Yes. Yes. I believe no need to, but yeah, you can give it a try.
74:00
Speaker 1
[silence] I'll go to CA router setup add wireless child nodes. Same thing. Uh I'm on connectivity. Yes. Okay. Local network.
75:00
Speaker 2
[silence] Yeah. Um same thing. Okay, sure. Um still you're on continuity, right? Yes. okay. Uh go to local networks sir, please. Uh huh.
75:00
Speaker 1
yep, I see those. Yes. 8 for all 4 of them? OK. And this is static DNS 1. I changed all to 8. OK. And I'm ready. 8. 844. OK.
76:00
Speaker 2
Under local network, sir, lower right, you have there static DNS 1, static DNS 2. Okay. Is it all set to zero, sir? Okay. Can you change DNS 1, sir or static DNS 1, sir into number 8? Each box, replace it with number 8. Yes, 888. For DNS 2, this will be a different number, sure. Okay. Yes, that will be 8844. Okay. And then click on apply, sir. For
76:00
Speaker 1
And winds I'll leave as it is. Okay. I'm hitting apply, hitting apply. Okay. Applying changes, your router is applying changes. When I say okay, yep, now I got the waiting circle. Okay. Yeah, I see that. So I will go to settings and connect. It is now asking for my
77:00
Speaker 2
DNS 3:80:95 leave it as it is. Yep. [silence] Um [silence] Um [silence] Okay. Okay. And when you might be disconnected to your Wi-Fi, sir, if you see an error, router not found, just reconnect to your Wi-fi network. Mhm.
77:00
Speaker 1
Password which is, so, Wi-Fi network could not be joined. It's saying, do I need to run run diagnostics? Okay. Okay. Turning it off. turning it back on. Yeah, it's trying to connect to one of the child nodes directly. I've tried default services and I don't know if that was the old one that was and now I'm going back to the new remaining parent mode. I don't know if that was the.
78:00
Speaker 2
so you no nature no need for that just turn off the Wi-Fi off your computer for five seconds then turn it back on mm Hm
78:00
Speaker 1
[KEEP_UNCERTAIN] old parent node, yeah. In fact, I can check and see, cause I can see the Velop number. If it was, interestingly enough it is not, um, the pink one is not the one that keeps trying to connect to, so. Anyway, um, so now I'm connected to my main node network again. You want me to go back to the, um, connectivity page? Yeah. Okay, I did that and should, so now I'm back on it and local network, and it's got the updated, um, DNS numbers we put in.
79:00
Speaker 2
Uh, yeah, possibly, yes, sir, yes, possibly, sir, yes, yes, sir, please, okay, okay, uh, cup okay, sir, and
79:00
Speaker 1
OK. Now it goes back to the main page that says network status, etc. Wi-Fi settings, OK. Under wireless it's. Yeah, OK. Wi-Fi settings wireless. I have 2.4 GHZ band and I have 5GHZ band and I have 6 GHZ band. All of them are on. That's what I see on the front page, OK. [silence]
80:00
Speaker 2
under connectivity. Oh.
80:00
Speaker 1
Oh, I'm sorry. Security mode is W.P.A. to slash W.P.A. 3 mixed purse. I can't see what else that says. personal uh for the first two. It is the uh mixed first. No, for the third is it is 6G H is W.P.A. 3. Personal W.P.A. to personal okay. For for two for 2.4 and for 5. Okay. And leave six at W.P.A. 3. Okay.
81:00
Speaker 2
The security modes are that it's for the three bands one, sir. For the first band, I'm sorry, for this 2.4 and five gigahertz one, sir. Can you change the security mode to WPA2-PSK (Personal). Yes. And then apply, sir. Yes.
81:00
Speaker 1
It is on the page, but it is still spinning and saying waiting. I did again. I don't know why that keeps happening, but now, okay. Okay. Now I'm going back to the main Wi-Fi.
83:00
Speaker 2
Okay. All right. Thanks for the inside of the inside of your right. Correct. Which I said. Do you think you can try to check sure if you got disconnected to your w I? You did? Yes, yes you did
83:00
Speaker 1
okay, it came off. Now it looks like all those things have been applied. WPA2 on personal, the first two, and WPA3 on the third. Okay, I'll go to that. Yes, dynamic frequency selection, yes, that is now off. It's off.
84:00
Speaker 2
okay yeah that's good so still on the same page under Wi-Fi settings you have the advance yeah okay and then on the advance can you please check if you have dfs yes it's I'm sorry it's on off okay leave it off chair okay uh let's now go back
84:00
Speaker 1
... Connectivity tab, which, um, how do I get to, I just hit the back button, yeah okay, or no, well, I, I, so, I hit the back button, so now I'm on the main thing, do I go to Wi-Fi settings or where do I go, oh, yeah, I see, connectivity, okay, okay, now I'm on the main connectivity page, okay, okay, I'll just hit the button, it's grayed out.
85:00
Speaker 2
do the connectivity tab sir okay button sir the okay button connectivity sir okay okay that's good now, uh, go back to see a router setup okay and let's go ahead and add again, sir, this nod uh, you think the add wireless child node
85:00
Speaker 1
Same thing. It just, um, stopped being great up. I'm looking at them right now. Looks like, um, all the same colors. Yep. One pink, the rest red. Add wired child mode, okay. It's grayed out. Nothing's happening.
86:00
Speaker 2
and your child notes her. Can you check? Same colors. Okay, can you also press Add. Yes, can you also tap on the other options here, add without wired. Mm-hmm. Mm-hmm.
86:00
Speaker 1
It's still grayed out. It didn't turn back, like, no change on the child nodes, yeah. No change on the child notes. Yep. Look up.
87:00
Speaker 2
same thing. no changes. and the uh, and the lights here. is it still steady? red? still no changes. okay. uh, sir, can you give me another 2 minutes, sir, please? thank you, sir. it'll be right back. okay. stay on the line. thank you, sir.
87:00
Speaker 1
Yes. Yes, I'm here. Can you hear me? No, the add wired child nodes button is still gray. Should I hit done add in child nodes on that? [silence] That's correct.
95:00
Speaker 2
Hi, sir. Thank you. Yes, yes, sir. Thank you so much for patiently waiting. So still, we'll respond with the uh on the child notes here, right? Yes, you can uh press on that sir. And um I believe sir, we need to go ahead and escalate this case. Since our concern right now, um your old network server, which is all WHW03, those are working fine. All of your nodes managed to connect back to the managed to connect to the parent node. But when we switch to this parent node server, none of your nodes was able to connect. So, uh yes, yes, sir. So we will go ahead and escalate this case to our second level support for advanced troubleshooting.
95:00
Speaker 1
The version of my parent node and where would I find that. Okay. Connectivity. Basic tab. Lower right. It does oh, hold on. Lower right under details. Okay. Node one is you want the version 1.0 [silence] [silence] 1.4. Oh, for does. Oh, big node.
96:00
Speaker 2
Um, are our concerns still on the parent node? Um, before we do that, can you please provide me with a version, a farm more version? Sure. A parent node? Yeah, that will be under connectivity, uh basic tab and lower right, uh. Lower right details, uh huh. Yes.
96:00
Speaker 1
[KEEP_UNCERTAIN] 14.216738. Okay. That's the only thing I see on the page under details. Okay. And what does that mean? Do I talk to them right now? Do I schedule a different time? What does that mean? [silence] Okay. Uh, I hope, hope they can call me, because, I mean, now my internet. I, let me ask this. My, my internet works if I'm close to the router, but it won't work in X where the. The mesh system would go. Is that correct? Okay. Yeah. Okay. All right. Well, I will uh, I'll be able to make it back, but I guess I just wait for them to reach out to me. And you? on this, this same phone 3146029321. Okay. All right.
97:00
Speaker 2
[silence]
98:00
Speaker 1
Okay, and can I just do a screenshot of the Amazon? Hmm. It's a it's a digital receipt. Yeah. Okay. Okay. All right. uh, keep that page up. Okay, I got it. The connectivity page. All right. Okay. Yeah. Thank you. Bye-bye. [silence]
99:00
Speaker 2
Okay. So thank you so much for your time, sir. I do really apologize for the inconvenience. And by the way, sir, I will send you an email. Uh, I will, uh, I'd like to ask for the copy of the receipt, uh, uh, where you purchased this product, no, I will also include, sir, your ticket number for your reference. Yeah. Yes, yes, sir. Yes, yes, sir. Okay. Thank you so much for your time and apologize for the inconvenience. Please keep your lines open, sir, so that they'll be able to assist you with your existing notes with your notes. Um, yeah, you can just close that later, sir. Uh, you can just, um, access that one later on. Okay. Thank you, sir, for your time. Have a good day. Bye, sir.
99:00