V2 Rubric Detail — d6e75d32-7f17-11f1-a…

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? Hello? Yes. Hi, Ms. Jenny, this is Eppie from Linksys. Can you hear me okay? Is the line clear? Okay. I need to check on my phone. Yep. So yeah. Right now the can did you plug the the first child node back in? Okay. So we'll just wait for it to turn solid. Have you tried swapping the the child

Like, put the, uh, the MX-62, the, uh, the second child node on that location, and the, uh, yeah, just just swap them. You haven't tried that. Okay. It's all right. It's okay. Yes. So, can we plug them back, uh, can we plug it back in? And, uh, we'll wait for it to turn solid.

[silence] And again, that first child node is how many feet away from the parent node? Okay. So that's already the second child node, right?

So, the one nearest to the parent node is the newer model. The older one. Okay. Yeah, I see. So, ma'am, I think we really need to check the signal of each node right here, because that really matters. Okay? The signal that you're getting from the parent node. Okay? If you're getting poor signal from that node, your connection will really [silence] drop. Okay? So, that's why we need to check. Okay, yeah. We need to observe first if it changed.

So, right now, it's solid white, right? Okay. Can we go back to your laptop, ma'am? Okay, we will check the the RSSI or the signal strength of it of each node. [silence]

So again, um, yeah, since uh, we're getting disconnection issue right now, so there's really a need for us to um, check on the RSSI level or the uh, RSSI status. So when we say RSSI, Ma'am, that is the signal level for each node connecting to the parent via wireless. So, so we need to make sure that we have like um, at least 0 to -60 dbm, that's for excellent signal. For good signal, that is -61 to -70. So at least we have that level of signal strength or the RSSI. So we need to check each nodes for that. Yeah, both child nodes right now are connected or the other one is still blinking red.

[silence] yes ma'am. And just go to http://: my router dot info.

Uh, yes, ma'am. I'm sorry, what was it again? Oh, it's asking you to create a new one? Okay, that's fine. Just create a new one. At least one 10-character password, combination of numbers and letters. Uh, you should have at least one capital letter and uh, the rest can be small letters, one symbol, and no repeat uh, letters or numbers.

we click first on, uh, troubleshooting. I just need to verify the firmware if it's the latest one. So, go to troubleshooting and then under status, you see there devices, and then reports. Click report and tell me what's the firmware version. Let me just check this. Uh... Yes, it's the it's the latest firmware. Okay, so no need for us to update that. And, um, just press okay on that page and go to device list. Click on device list.

[KEEP_UNCERTAIN] Still loading? Can we try to refresh it? Can we can we refresh the page? And ma'am, can we also turn off the Wi-Fi? Because right now we we are plugged in, right? With the ethernet. So let's just turn off the Wi-Fi temporarily. [ silence ]

Okay, can you check the the main one, which is the parent node? You can actually tell if it's the parent node because it has the greater and then less than like a line in between. There uh there's three dots in between. That means it's connected with cable. Yep. It's hard wired. So, let's click on that. Okay. Oh, no need to for the no need to for the parent node, since that is uh actually hardwired. Just click on the child node instead. So, click on the first [silence]

So you clicked on the child node on one of the child nodes right? Uh that has the, um, yeah, did you go to the device list, um, on the left side? Did you click on that? Below the Linksys Smart Wi-Fi tools option. Yes, and it should have the uh the Wi-Fi section right? There should be.

Humorous symbol on it. So if you click on it, that should, show up all the details including the name, the signal trends, the IP address. Okay. Do you have your phone ma'am? Can we connect your phone to your network? Check first if your if it's connected to your network. Okay. Um, going sorry? Uh, I just need to check this. And we go back to your computer first. Okay, what are we going to do here? Uh, we're going to enter some information for this Wi-Fi, okay? So it's going to be Simple. Okay, next. Okay, so this you're going to be our network name. [silence]

Okay, since this is a tri-band, so we'll just have to separate the networks because that's also, um, uh, that that could also be an issue with some of your wireless devices. So, let's just go to WiFi settings. It's on the left panel. Go to WiFi settings. Uh, it's on the-linksas thing. There's WiFi settings on the left side. Yeah. So, under WiFi settings, you see there the 2.4 gigahertz band, the five and the six, right? Okay. So, what's your 2.4 gigahertz WiFi name? All right, can we put 2.4 at the end of the the Wi-Fi name? Oh, um, hold on, hold on. Can we just remove the 2.4? We will just change the five gigahertz and the six gigahertz. Okay? So for the five gigahertz band, we'll leave the 2.4 the same. It's just the five gigahertz band and the six gigahertz. So, just put five and then uh, that's for the five gigahertz band and then six for the six gigahertz band. So, this is for us the reason why we need to separate the bands, ma'am, for us to be able to detect which is the 2.4, which one is the five gigahertz. Most, I mean, some of the wireless devices won't be able to connect to the five. It doesn't support that, okay? And that creates conflict. So, yeah.

All right, [silence] so now, [silence] okay, [silence] so, [silence] so let's just go to your phone, [silence] and then, [silence] check first if you're still connected [silence] after making some changes. [silence] Okay. [silence] Now, [silence] can we uh, [silence] do you have the Linksys app installed on your phone or it doesn't have that? [silence] Okay, [silence] can we open up the Linksys app, ma'am? [silence] By the way, [silence] um, [silence] we won't be using your username and password for that since uh, [silence] yeah, [silence] for there was an update that we can no longer [silence] we, we, [silence] they discontinue the link. [silence] for Linksys Smart Wi-Fi website. So we'll just have to access your router settings locally by logging in using the router password, okay? So once you open the Linksys app, just uh, log in using router password. [silence] can we go to account? Um, yes, just sign out. Um,

Can you close it? Can you close it out completely and reopen it? Um, can we try to uninstall and reinstall it instead? Are you using an iPhone? Yeah. So try to close it. I mean uninstall it and reinstall.

Yeah, just login using the router password. Not the username and password. Okay. The router password is I believe you created one earlier.

set to three nodes, so can we, tap on the three nodes and check the child node, the first child node, you would be able (minons 51 dbm

Okay, so minus 51, that's still on the excellent signal. What about the second child node? Oh, okay. That's a, that's a poor signal ma'am. That, that will cause your connection to drop, so you really need to relocate that. That's the, um, that's not getting a, uh, a good signal strength. We need to have at least -61 to -60 dBm, uh, -61 to -70, that's for good signal. Okay. That's already, um, yeah, it's, it's even below, um, yeah, it's negative 80, for poor signal, that's negative 81 dBm and below. So

it's, it's really poor. So I would really suggest you better relocate that second child note. Is that the WHW or that's the MX, the other MX 68? Yeah, that's, that's the reason why. That's the reason why it keeps on dropping. Yeah. So you really need to relocate. you have no other choice. Oh, yes. I know. And I'm so sorry. Yes, please. Yeah, I understand. So yes, yes. You really need to relocate that. Um, even if we uh, yeah, check on this one, that that's the, that's really the issue. That's the main.

Cosmos why it keeps on dropping because the uh the signal is really low it's poor okay all right oh no not a problem well I thank you so much for your time man so yeah you can always give us a call back if there's any issue okay so thank you again for calling links if you have a great night you take care thank you bye bye [silence]