V2 Rubric Detail — d4a14880-7710-11f1-9…

This is Linksys Technical Support calling, this call is recorded for Quality Assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello, this is Eric from Linksys Customer Assurance Team. May I speak with David? [silence] Thank you for answering my call and [silence] I can now [silence] understand you [silence] better. It's now clear. Uh apologize earlier. Uh our line, okay, it might be on on my [silence] [silence] software. But thank you for [silence] answering my call, David. [silence] So, [silence] by the way, this call again is recorded for quality assurance purposes, okay? So I believe uh we were trying to [silence] setup something and I was talking and uh I'm hearing you like a robotic. So [silence] I believe it was [silence] on changing your Wi-Fi earlier and it's still not [silence] broadcasting the 2.4. So we'll try. [ 0m0s110ms - 0m13s680ms ] and you should be dash dash guest on your 2.4. eh. Can you see that as well? after enabling and then you just enable it eh. Because it's disabled by default eh.

Yes, Yes, because you have option there to enable the 2.4 or five. So whatever we have there, for example, we named it before as E8450 underscore 2.4. And your guest access is still the same with the dash guest. So then, yes, and the default password is just guest. Leave it as is so that you'll know that that's your guest access. Anyway, that password will only be used when you try to go online. It's actually an open network. Okay, so you already saved it. Yeah. And it may take time to save it.

Then once it's successfully saved, then we'll test again.butareyouseeingtheareyouseeingthe5gahzguestthats theone thatsworkingareyouseeingthe5ghz- guest?Uh,because I apologize, I was not clear earlier. Yes, just for us to make sure that when you enable that, it also enables the 2.5. Yes.

[KEEP_UNCERTAIN] Yes, you are correct. This is just for isolation purposes, David. Yeah. Thank you. How about 2.4 Gigahertz. Uh maybe you're you. That's okay. When I you save it, uh it may what you call this like, reboot, okay? So you're disconnected. Try to, reconnect, on.

Oh, but the 2.4 still not showing up. Okay. So, David, that's what we had discussed earlier. Okay. Even though you have a guest access, but the hardware that's still being used is still the same 2.4 gigahertz band of your device. The only advantage for the 2.4 gigahertz, there is it's just the guest has a different IP, okay? It's different. It's an isolated network. So could we just do like a power cycle with your router since we already have saved. Just unplug the power and wait only for about 15 seconds before you plug it back in. Okay? Oh, yes, unplug it's at the back. There's like a power adapter cord plugged into the power.

From your adapter port of your device, unplug it. The purpose why I leave it on is purposely done so that once you unplug the power adapter, the on is still triggered. Yeah, we will make sure that all the settings will be erased, especially the whatever the the power there inside, okay? So, we'll just wait for about 15 seconds, then let's plug it back in. Thank you, David. [silence] Please don't ever say you failed me again. I need somebody so I'm gonna want you anyway. Wait, I know, I know when I meet you. I knew I needed you home, this time. I really hate we are together. Um, find another mind.

I believe it's already rebooting right now, right? Thank you. So once it's fully rebooted, the first thing we need to do here is, since we just enabled the guest and it shows there that it's enabled. So we'll check if we can see the 2.4 gigahertz guest, then that's a good sign. Then we can then check for domain network. [silence] Oh. [silence] uh the router rebooting so uh and the synchronization of the settings will be one two three minutes okay so pretty much uh we'll be waiting for about like three to five okay just let me know if the the router is fully rebooted and check the network and the one that we need to double check there is the 2.4 gigahertz including the ghest okay I'll just document something here let me know okay Thank you uh the power light it usually starts to flash blue okay and once it's fully rebooted the power light will stay solid blue within that time frame

Okay. So um while waiting for this node to reboot okay? Um the last time that we discussed about your other e8450 uh is it far from this location where we're troubleshooting this node? Um okay. Is it okay with you if we can double check the serial number and let's bring it closer to this area so that just in case that uh this node is really not broadcasting anymore the 2.4 giga hertz then we'll convert that node into the into a parent node okay? Because uh last time when I checked on the serial there uh there was no information on our system so we uh we need to uh recheck it so that we uh you know uh uh make sure that it's uh uh it's broadcasting the right frequency.

[silence] Yes. Once you're there, uh check uh first uh what's its LED indicator, and let's then double check the serial number. Okay?

That light, is the power light with solid blue as well? Oh, no need, no need, no need. If you're already disconnected it, no need to plug it back. So let's just, uh, bring it closer instead to where we, uh, have the parent node so that we, we will use that as our similar idea as, like a replacement, okay? But, uh, please provide me the serial number so that we will, we will be making sure that's the new device, okay? I'll read... I'll read first to you what I gathered from you last time, so that it will be a lot easier for us to correct, okay? So, the, the ones that I gathered from you last time was, it's the same model number E8450 and the serial number that I document.

you. Can you say that to be rounded? Correct me if I'm wrong. The serial number that I gathered last time was 3-810-M-for Mike, three, three, P for Bravo, 0-775. Did I get all correctly? Oh, okay. Thanks for the correction. Let me try that, okay? Wait for a few seconds. So either zero or D, correct? If you compare that from the one zero, is it the same or not the same? So that we can isolate, eliminate the zero.

88 that character's the one that we need to verify that 10M so that's 10M the zero there looks like a D um okay, thank you okay you may take a picture of it um at least but if I may check that might be a D uh I'm checking the system um okay, thank you

Thank you for confirming that, okay? Checking. Oh, okay. I see. So, you're... The router's now rebooted, but the the 2.4 is still not showing up, correct? Okay. So, David, I just want to let you know, uh, since we already tried to toggle it, okay? The software inside your system is still working, okay? But the hardware for your access points now are is the one that's not working anymore.

okay? and it may be on the on the system, the circuit right there. Okay? Because a couple of times that the reset has been done. Okay? and we tried that last time. So but at least I was able to properly verify that it really broadcasts the 2.4, okay? even though I tried to do some other tweaking of the settings, okay? So David, for your other device, that's the one that we need to to isolation. Okay? I understand that your your device here is already out of warranty. That's the reason why the previous technician charge you for the support. Okay? and I'll set your expectations that we cannot provide any replacement for the out of warranty hardware. Okay? Then since I'm your level two, okay, on our usual process, we will be charging you for the other device, but I will not charge you anymore. Because I understand that of what's happening on your other device. Okay, but with the process, it should be per out-of warranty that we will be charging. Okay, I know that this call is recorded, but I will make sure that I'll be informing the management that this is just a way of like providing you like a courtesy thing. Okay? No words, okay? So let's proceed, okay? So I was not able to get some data with that serial number still, but it's okay. What's important here is that's the serial number of the new one. Okay? So we will disconnect the original E84-0-15-8126450 that you have. Then let's set it aside, okay? [silence] Yes. And using your new, I'm [silence]

only the power don't connect any Ethernet cable okay yes thank you okay okay so since that now does no plug in so we'll just wait whatever is its LED indicator then once it's fully rebooted that's the time that we will perform the reset okay so that it will go back to its default settings and we will also check if it

[DOWNWEIGHT] See that it will then broadcast its default SSID, which is LinXes 00775.

I'm not charging you anymore, okay? I, I, I feel that is, is doing it, for you, okay? that it's the, thing, that like, it, amazed me, like, I, I even have like, uh, devices, that, because sometimes when we're working in links, we're getting like freebies, okay? I even have like a, a router that's really like, in years old and it's still working fine. So I can now, it doesn't have any updates. It's kind of slow, but at least I'm still able to use it as my far part of my house. It still working to provide me signal. Though it's not the latest signal, latest standard, but at least able to let me have connectivity on that area.

[KEEP_UNCERTAIN] Yep, that's, it's, the, Don the literal are the **Wi-Fi** 7, but **Wi-Fi** 7 is still using the enhancement of the **Wi-Fi** 6. Okay, so **Wi-Fi** 6 is still your standard. Okay? So, if you plan to check, like, in a nearby store, whatever the availability, you may try to look for MB E7000 because that's a **Wi-Fi** 7. Okay? But, I will not limit you to that. Okay? So, whatever are the available device, you may also check for LN1600. Okay? And whatever is the availability. Okay? And if there are, Yeah. Yes.

So, MBE seven thousand, those are Wi-Fi seven, okay? Then, but I'm not limiting you, okay? Because there might be chances that in the store, they might be offering like a value for your money, okay? And it will show up as like out of warranty on our system, but if you buy it like at a very, very less amount, okay? And it still works, okay? You just hold on to your receipt because that is our basis for the replacement, okay? But, I'm just providing you options. But newer devices is much better, okay? But, for me, the newer ones that I provided to you, okay? There are dual bands of Wi-Fi seven and there's also tri bands of Wi-Fi seven. Okay, so the MBE is really a true tri band. It has a 2.4 gigahertz band, 5 gigahertz band, and a 6 gigahertz band. But

I'll set your expectations that not all print devices are capable of the six gigahertz. Most are 2.4 and five. So, let us say you already have the MBE. This is just an example, and you set it up like, uh, let us say, uh, David 2.4, David 5, and David 6. It's an example. When you try to view wireless networks, you can see the 2.4, you can see the 5, but, hey, you cannot see the six. But it might be that the wireless adapter of your client device is only limited to 2.4 and 5. But if you try like your mobile phone, because usually mobile phones right now are six gigahertz capable, the newer ones, if you see the six gigahertz, connect to it. Okay? So, that's why Q has a much higher back, something like that, okay? So, uh, by the way, it's the new device now? Uh, fully re-rooted.

and is the power light. Okay. Okay. So, this node, as far as you can remember, was this set up as a child node? Because a child node is working like a wireless repeater or wireless range extender. We're able to set this one up before as a child node. Okay. Okay. Okay, I appreciate that. So, uh, this router, okay, if you set it up, okay, and if you still have like all the range extenders in your house,

then you can use the range extender as a device that will Okay, no worries, no worries, okay? So we will proceed instead with the hardware reset, okay? So let us press and hold our reset button until the power light will Okay. We We haven't reached the five minutes yet after plugging it back. Okay, we'll just wait, okay? So, we'll just wait for about like a couple of when it's like two more minutes and it is still not uh changing to solid blue, we'll perform it the hardware reset, okay? Thank you.

we leave this already two minutes. so how is the lead indicator. okay. yes. because usually

the power light once it's ready it will lit solid blue and the internet it will be flashing amber if no internet, no ethernet connected to this internet port, but if this is a child node, then we'll just move ahead to reset. Okay, let's perform ourhard just uh press, uh prepare and hold it for about at least 20 seconds, okay? Thank you.

[silence] and once you're done with the reset for about 20 seconds, then you can release the reset button, okay? Then let's wait for it to fully reboot. You will be able to see that the router has got to reset because it will like turn off all it will turn on all the LEDs on the land forks and even the other LED then eventually it's just the power light. Then the internet light will then show up as a flashing amber. And it are-derto.

When you were pressing the reset button earlier. Were the, the LED like able to turn off, the time that you like it showed you that the device really reset within that 20 or nothing has changed? Uh huh. Okay, uh, okay. So, uh, when you're performing the reset where, was the router like changed LED when you're pressing the, holding the reset button Ah. Okay, no, okay. Okay, no worry, no worry. Okay, don't worry. So, I believe is, the usual reset is about 10. It will trigger that. But we do it in 20 seconds. So that should be enough. Okay?

okay. By the way, uh David, while we're waiting for that note to fully reboot after the reset. Uh is it okay with you if I'll just put you on hold? I'll just need to discuss with my supervisor about our case. Especially that I will not be charging you, okay? So, I'll put you on hold. Uh please stay online. We did like uh 223, max number 5. I'll get back to you, okay? Uh please, in that timeframe, we'll be able to see the notes. Okay? Thank you.

Hello, David. Thank you for patiently waiting, by the way, and I apologize for the long hold because I need to get hold of the supervisor but that's what happened that supervisors are in calls, so I was able to discuss our case, but don't worry, okay? So we'll just proceed. So the node is still flashing blue. Okay? So this is what we need to do. [silence] So,

um knowing this will not be like easy for you okay like you're gonna press the reset button at the back that red reset button okay then while pressing and holding it usually uh so what we discuss with you 10 seconds will trigger the power to flash okay like for example it's solid blue while you're pressing it but the moment you reach a 10 second mark it will flash blue meaning it's now starting to reset but we'll continue to hold it for 20 seconds and the moment you release it okay usually the the node will there is a moment there that it will turn off all of the LEDs okay then it will then turn on all of the LEDs okay especially the LAN ports it will show up then that's the time that the power light will blink okay then we should be expecting then that the power light will be solid blue and the internet light will be flashing amber as an indicator that you know No, Ethernet cable connected on its internet port. But that's what I, OK, so can you reposition, your your paperclip that you can press and hold that red reset button, not the blue one? OK, it should be the red reset button. Then, yeah, after 10 seconds, it will turn off the power, and it will continue to flash. But let's continue to press it until 20 seconds, then release the reset button, OK? [silence] So.

Nothing, nothing happened. Okay, just release the reset button. And...then observe if there's some changes. And this power adapter is the one that's included in your device, right? And...because its power adapter is 12 volts to amp here. But...you will need to make sure that whatever is the power supply.

okay. Okay. Uh, uh, technically it should be the same, but uh we'll just need to isolate instead. Uh since we're going to turn it off, turn it off then, just thank you. Just use this, uh not the node, uh because we're gonna set it up here on this location for internet. Uh just relocate the power adapter from that area going to the same area with the parent node. We can remove the original power adapter of the parent node. We'll use the

[silence] It's okay. If you just plug it in, we'll just wait, okay? So this is now the... Okay, if you just plug it in, don't press the reset yet. Just let the device reboot on its own first, using its own power adapter. Thank you.

usually, it should take around, like, one to three minutes, just, uh, when I did the testing, uh, last time, I did a couple of resets, and it should be on that particular time frame, one to three minutes. [silence] So, just in case, uh, after you've waited for one to three minutes and the power light still flashing blue, even though you're already using its original power adapter, okay? We will perform another reset, but this time, the reset will be longer than the regular interval, okay? We will be [silence] [silence] pressing and holding it for about 30 seconds first, and if it's still not happening, there's no changes with the LED, we'll continue it until one minute. Okay? That'll be our next move. [silence] I was [silence] please hold all right uh David. I believe that's already like three minutes. So let's proceed in performing a reset on that node. Okay? So this note is still the 775, correct? Okay. 30 seconds to start if nothing changed, continue until the 1-minute mark if you see any changes with the LED. Okay. Yes, thank you.

Actually, that's what I had, like, thought about way, way back before. And I even have customers that were asking before, like, why is it that your router doesn't have a power switch? Because before, there were no power switch. It's just like plug in, plug it in directly. And we asked our engineers at that time and we were informed that because the router was designed to be 24 7, that's the reason that there's no power switch at that time. But eventually, due to requirements, they were able to provide the power switch. If you flip on the recent bottom while pressing it, don't press again. Okay? Let it reboot instantly. Okay. Okay, so let's leave it as is for about a minute or two, and if it doesn't work, then we'll just power Okay, because if it's still like rebooting and you're pressing the reset, it will still not take the reset. Okay, so we'll instead power cycle it first. We'll power cycle it first. We'll power cycle it instead. Let's turn it off. And then we'll just wait for about 15 seconds before we power it back in. And we will wait for it to reboot. And once it's fully rebooted, that's the time that we will... If the...

Power light is stable and it's ready to reset and we'll proceed, okay? But if it's still not, then that's the time that we will continue the reset for about 30 minutes. Then move to one minute if nothing happened. OK, sorry. Yes, let's plug it back in. Thank you. Yes, we'll just wait for it to fully reboot. Usually, when I was doing the testing yesterday, it should go solid blue within one to three. And the reset, it really takes about 10 seconds that it will trigger. Like for example, the power light is solid blue when you press and hold the reset button. [silence]

The moment you reach the 10 seconds, it will then flash blue. By the way, if it's flashing, we're still in the rebooting state, okay? So, as far as I can remember, I believe we discussed that you did not encounter any power outages, right? That suddenly just stopped working. How about you, for how long you've been using this device? I have a mix, uh, devices at home, okay? That's what I meant you do, like my pre and me.

They're still working fine. even though I even like lost power there a couple of times. they're working. there was a time that there was a power outage then it the device just went back to to factory default. so I just reconfigured it. since there's no network, there is no power. it's okay. uh actually if you're moving out for a long period of time then it's okay to turn off. it's okay. But if you have like security cameras then your router should always be on because so that you can access it remotely. actually your router should yeah even my router at home I don't turn it off. and uh the router's really not that important for that.

Yeah. It should not, because uh it's really designed to be 24 7. Again, I apologize for the inconveniences uh that the two point four gigahertz stopped working. Okay. It's really a hardware issue in that third string. Okay, so uh let's or it so it will be a lot easier for you. Uh let us uh lay down the router on the side so that at least when you're pressing the uh reset button, it's in the paper clip. You can then properly see the the led indicator without you having, like, a percentage of slipping, okay?

[KEEP_UNCERTAIN] Actually, if you have, like, a bit longer fingernail, uh, you may be able to press that. Okay? But um... since it's not uh doing anything, then that's when we agreed to proceed 30 seconds and if it's still not, then let's proceed to the one-minute mark. [silence]

I believe that's already one minute so let's let go now. So still nothing happened on that one minute mark. So it did not like uh of the time that everything was off then everything turned on. Nothing happened correct. OK so the next part is we will do the

the power adapter. it will only be two seconds. when you turn on the router, it will be five seconds. okay, so that's uh first step. and let's continue to the second step. unplug for two seconds, replug the power adapter for five seconds. and in order for us to get the proper sequence and timing, you will be the one to say to me, and I'll be the one to just to to uh count how much steps you have already taken. and once you reach the fifth step, I'll interrupt you and I'll be the one to that you stop. okay? so let's say the first step you you perform it like unplug one two, replug one, two, three, four, five, unplug one, two, replug one, two, three, four, five, and. Yes, because the device is on and on state, the first one is to turn it off for two seconds, meaning you have to unplug the, device. Then re- plug for five seconds, okay? So only two out of the five steps. Okay, so once you're ready, proceed. [silence]

Okay, you got it all correctly, thank you, okay? You did the right sequence. So we will now then proceed with the actual device, okay? So you may lay down the device so that it will be stable and all you need to do is just unplug and replug the power adapter, okay? So, are you ready? Okay, let's proceed. Stop. Stop. Stop now, David. Thank you. So that's the fifth step now. So we'll just need the router to reboot. So that will take about four to five minutes, okay? Thank you for your participation. So after this, we should be expecting that the power light should lit stable blue, okay? If it's stable blue, then we'll proceed, okay? So there might be a possibility that when we do the Lynx router recovery and when we're able to access the web interface, the firmware might still be the same. Are you ready to change the firmware already? Yes. So are you ready to change the firmware? [silence] Now I'm gonna proceed with the firmware flashing. So please don't turn of the router nor disconnect the wires during this time. This may take about 10 minutes, okay? Okay, okay.

. [music] [silence] Or 10 let's check out the LED indicator. Could we just turn off the device then wait for a 15 seconds then let's try again then if it's still flashing blue we do a final reset but the reset is the one that we agreed that there should be a change in the LED okay like for example whatever is the status of the LED the moment you press and hold the reset it should like start to everything should be off then it will turn on okay so as I mean that it's

It's already resetting. And that's the time that you will release the reset button. Okay? So, usually, that's what I had tried yesterday. Okay. The reset should only be taking 10 seconds to trigger it. Okay? So, David, let me consult my supervisor about the situation that we have on the other node, okay? That's not resetting. So, I'll put you on hold while we're performing the hardware reset, okay? Uh, let's turn off first the node. Wait for about 15 seconds. Then after you wait it for 15 seconds, replay. And let's wait for the LED, okay, within like three to five minutes. And if still nothing happened that it doesn't reboot properly, will perform the reset, but the reset will be [HUMAN_REVIEW] Okay.

wasn't able to get hold of earlier, okay? So I'm putting you on hold for three to five minutes, okay? Thanks. [silence] Hello David. Thank you so much for patiently waiting. I was finally able to get hold of the supervisor and I was able to let her understand about our situation and she agreed not to proceed with the charging. It's okay. And so how was it? The the node now uh is it now lit solid blue?

[KEEP_UNCERTAIN] Mhm. Okay. So David I just wanted to let you know that I'm sad in the manner that I was actually hopeful for the other node, but this other node seems not rebooting. Okay, so I was actually like, uh even though like the other node was not working, that's what we had verified.

for. That's the reason why I don't I did not charge you because I'm hopeful that at least it will relieve you. Okay? In a manner that even though the other is defective, the other one is able to provide the necessary uh resolution in a manner. So I discussed this with my supervisor because as what I mentioned to you earlier, David, when I when we do the reset, that's only that particular very short time. 10 to 20 seconds. So David, uh yes. Yes. Uh for the meantime, yeah, but your IOT devices will not be able to connect because mostly IoT devices, smart devices are connecting the 2.4 gigahertz for the purpose of a longer range.

Okay. You're able to get it for $50 somehow, okay? Somewhere like a data idea, $50. So you may be able to get a great bargain with that, okay? But I'm not saying that you go and move with that, okay? Because if you buy like that kind of device, it's hardware's really high-end. If you compare it with a brand new $50 router, then that's what you get. The specs are lower specs. But using our devices that are high-end before, that are already like less than $50, then for me, okay? As your Linux technician and as a user, as a consumer, I will go with it, okay? Because I know that the specs is okay. But although it will show out of warranty in our system, but just keep the receipt, okay? Because if in the event it's having an issue with the hardware, then we can process replacement, but if there's no more stocks, at least we can't provide pro-rated refund. something like that okay yeah because it will no longer be the same price because of the the device will already like deteriorate on its price okay so that's that's our next step David but again I will also not limiting you to our Lynx's brand just in case that you have found well you found something like a good deal with money okay but it has a nice specs then I will not limit you with that okay because we don't have our Lynx's website anymore okay so David again just to tell you honestly I'm sad okay because you're a very good customer you're communicating with me participating and patient

This is what happened that really did not work. Okay. So, um, thank you. I appreciate it. Wow. Thank you. You made me smile and I'm relieved. Thank you for being optimistic and understanding David. Okay. So, my name again is Eric, your level two technician and you can also visit our website, support.nesis.com. Have a great day to you. And goodbye for now, David. Okay. Okay. Goodbye.