V2 Rubric Detail — d8c5ae3e-6bde-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 13:00
Duration
53m 44s
Contact
Curtis Newsome
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00122273
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup of the Router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+53.8)

V2 Grader Summary

The agent successfully rebuilt the mixed mesh network (MX2000 + WHW03), verified node connectivity, and correctly diagnosed the web UI lockout. While full configuration was blocked by a temporary lockout, the agent provided a valid path forward (24-hour wait) and maintained ownership. The outcome is a partial resolution due to the pending configuration step.

V1 Case Analysis

Customer reset mesh nodes and could not log into router UI (access locked due to too many attempts). Advised to wait 24 h and call back; ticket LPS00130557 created.

Troubleshooting Steps
  • Collected serial numbers and model information
  • Instructed factory reset of all nodes and use of 5‑press pairing method
  • Guided customer to connect to parent node Wi‑Fi and open http://myrouter.local or http://192.168.1.1
  • Identified 'access locked' error due to too many login attempts
Key Observations
  • Agent repeatedly mis‑heard and mis‑recorded serial numbers, causing confusion.
  • Long, unfocused dialogue with many filler phrases reduced efficiency.
  • Agent incorrectly stated that a solid red LED on WHW03 indicates ready‑for‑setup (actually an error state).
  • No alternative password‑reset method was offered despite the lockout.
  • Agent did not verify the customer's ability to reach the web UI before telling them to wait 24 h.
Positive Highlights
  • Provided correct URLs for local router access (myrouter.local and 192.168.1.1).
  • Guided the customer through proper factory reset and 5‑press pairing method for WHW03 nodes.
  • Created a ticket number and documented the issue for future follow‑up.
  • Offered a clear next‑step (wait 24 h and retry) rather than leaving the customer without direction.
Agent Errors / Gaps
  • Incorrect LED interpretation for WHW03 (solid red is not a ready state).
  • Failed to provide a clear password‑reset or unlock procedure for the locked web UI.
  • Repeatedly asked for unclear serial numbers, wasting time.
  • Did not summarize next steps clearly until the very end of the call.
  • Provided overly verbose, sometimes incoherent explanations (e.g., 'the app only allows one band name').

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
The mesh network was successfully rebuilt and nodes are online (solid blue/green), but the customer cannot access the web UI due to a lockout. The core configuration goal (separate 2.4/5 GHz bands) remains unmet, though internet access works.
R2 Met Diagnostic thoroughness conf 95%
Agent performed full mesh reset, verified node readiness (LED states), used 5-press method correctly, confirmed successful node integration, and attempted web UI access — all logical, sequential steps that advanced resolution.
R3 Met Correct resolution path conf 95%
Agent correctly identified the web UI lockout as a temporary barrier, provided a clear path (wait 24 hours), gave a ticket number, and set expectations — appropriate handling for a self-resolving software limitation.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified key symptoms: app conflict, incorrect band naming, nodes stuck in setup (flashing red), and web UI lockout. Serial number verification confirmed mixed-node compatibility issue (MX2000 + WHW03).
T2 Met Appropriate tools / resources used conf 90%
Agent used the customer's serial numbers to identify product family (MX2000 parent, WHW03 children), applied correct reset and pairing procedures per KB, and leveraged known LED behavior — all appropriate for the scenario without need for remote tools.
T3 Met No misinformation conf 95%
All technical guidance — reset duration, 5-press method, LED meanings (solid purple = ready, solid blue/green = online), and access URLs (myrouter.local, 192.168.1.1) — is accurate per KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, set clear expectations (reset all nodes, wait for LEDs, next steps), managed transitions smoothly, and kept the interaction focused despite customer confusion.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer's level, repeated instructions clearly, confirmed understanding (e.g., verifying node colors), and used accessible terms like 'solid red' instead of technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, created a ticket, and committed to continuity by providing a reference number for the follow-up call.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next step (wait 24 hours due to lockout), provided a ticket number, and instructed the customer to call back — a realistic and specific timeline.
O3 Met Closure confirmation conf 90%
Agent asked for prior phone number to retrieve history, confirmed model/serial numbers, and avoided re-asking already-provided information, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the agent had a valid resolution path (wait 24 hours) and remained the appropriate point of contact.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and the situation did not require one.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained patient and professional despite customer frustration, acknowledged the inconvenience of the lockout, and offered reassurance ('you're all good to go').
X2 Met Tone & rapport conf 95%
Agent matched the customer's pace, paused appropriately, repeated instructions when needed, and maintained engagement through confirmation checks.
X3 Met Overall experience conf 90%
Agent minimized effort by guiding the customer through a single reset-and-repair sequence, avoided unnecessary repetition, and provided a clear path forward without redundant steps.
Call Transcript96 turns · 101 lines
Speaker 1
[silence] [silence] Hi, so uh about a week ago, two weeks ago, I set up a new mesh system and um replacing an old one, I upgraded the the parent node and I went to upload the app in my
00:00
Speaker 2
Thank you for calling Luxus. This is Ice. How can I help you?
00:00
Speaker 1
my phone so I could you know monitor the system and it reset everything instead of just recognizing the new system so I when I set it all up I did it from the laptop and your customer service helped me do all that and then when I went to use the app in the phone it it messed everything up and it reverted to it it it basically created a whole new network and yeah hold on yeah the serial number is 0 D 10 M 24 C 0 8 7 8 4.
01:00
Speaker 2
Let me see. Can you provide me, sir, the serial number of your Springer? Sorry. [silence]
01:00
Speaker 1
m, Yes. I have three notes. Um, No, I have three child notes. I'm sorry. Three child notes. one parent three child.
02:00
Speaker 2
All right, let me clarify again. The serial number is 50D for David, 10N for Mike, 4C for Charlie, 08784. Is that correct? Uh, uh, Okay, one parent node and two child nodes. Uh-huh. One parent and three child nodes. So there are a total of four nodes.
02:00
Speaker 1
Yes. No, they're older. Do you want the model numbers from them. Mh-mmm. Good luck. Yes. OK. That's the past ELD serial number. That's really long. OK. it's two. zero. J. one. Zero.
03:00
Speaker 2
All right, so the parent mode is model MX 2000. What about the three child nodes you have? Are they all model MX 2000? Yes. Please, if they are all the same, the three child nodes, if they have all the same model, just provide uh one serial number.
03:00
Speaker 1
Yeah, I'm sorry. I'm trying to get it. It's left. What the heck? No, I'm timing. Yeah. Now, one zero one Charles. 680,174,5022.
04:00
Speaker 2
20 J for John, one zero M for Mike. So two zero J for John. One zero C for Charlie. six seven four. before boy. [silence]
04:00
Speaker 1
[ silence ] Yes, . . [ silence ] Clay. [ silence ] Yes, correct. [ silence ] And they're all three working right now. Yes. [ silence ] Yes.
05:00
Speaker 2
alright, so, this, uh, serial number you provided to me corresponds to model WHW03. so, it means the other two child notes you have are also model WHW03. okay. okay. So, you have the parent, yes. Uh, let me just, uh, confirm again. One of your notes is the parent note, which is model MX2000 and the three child nodes you have are model WHW03. Alright. Now,
05:00
Speaker 1
[silence]
06:00
Speaker 2
When you had uh new parent no uh MX 2,000 When you set that up, uh that was the time uh a previous agent helped you set it up using the web user interface. [silence] And you said that All right. [silence]
06:00
Speaker 1
I had one internet, or one available network was the 5G, one was the 2.4 and then the guest network, when I downloaded the app, I no longer could access my network through the through my laptop. And then it took away my, it renamed my 5G to a 2.4, and I lost. So anyways, I lost one of my networks. I have a guest and one that says that's that's labeled wrong. So what I'd like to do is set up a 2.4. I'd like to get I think I need to reset the whole thing, is what I'm thinking, and build it all back up again. So
07:00
Speaker 2
side, is... a yes, yes, because the thing, sorry, is on the links, is up when you set up the mess system on a links is up, it can.
07:00
Speaker 1
Right. Oh, yeah, I don't I don't want that. Yep. [silence] Curtis?
08:00
Speaker 2
The app doesn't let you choose for different bands themselves for each VLAAN because 2.4 and 5 reactive because the link ahead app only allowed 5 or one waved name for all bands 2.4 or 5. But if you want to have a separate band for each 2.4 and 5, you will have to start your link head system through your website head interface. Now, I have you in service. May I have your namegerichtshof.
08:00
Speaker 1
IB, yes, ma'am? B, yeah. B as in boy. A. R. B. A. Yes. Yes, yes. Yes. yeah, that works. yeah, that works. yeah.
09:00
Speaker 2
they are. Bar Barba? Curtis Darba? barba, I see. Curtis Barba, thank you. So your email address here, is it the pokuhunter@299.com? Okay. Okay. Well, we can, uh, our... We can reconfigure again your mesh system using and set it up using the web-based interface. But before we proceed on that, Curtis, I'll have to create for the record because... [silence]
09:00
Speaker 1
oh yeah yeah, yeah, No, this number, she was super helpful. I'm gonna go around and collect all the nodes, because I'm gonna have to reset those, right? It's, uh, AT&T. I just, there's nothing there, I just did it, like two weeks ago, week and a half ago. The the girl that helped me. Yeah. Oh, try, um, maybe, I might have used my other phone. I have two phones.
10:00
Speaker 2
Yeah. It doesn't show here is your previous record you have with the agent. Did you use the same number when you call the previous agent or a different number? Because oh, who's your internet service provider? Mm-hmm. All right. Two it is. Uh, because the number you you're using now to call us doesn't show any or down. I see, uh, you have two phone. All right. Uh, it's
10:00
Speaker 1
Did I use the 408 656 1539 phone? yeah, 408 656. Yeah, 1539. That's that's one of them. I have two cell phones. I'm on my work phone. It's a 203 6858. I left my... . Yeah, go ahead. Okay. Got it. Let me uh... I was I wasn't sure so I didn't pre... [silence] Yes. In this work phone, it's a 203 6858, I left my... [silence]
11:00
Speaker 2
in here Curtis Barber all right you you used another phone when you called the previous agent six one five three nine was the last digits alright so okay that's uh fine so since um you want to set up again your lynx mesh system so just gather all your nodes in one place so we can set them
11:00
Speaker 1
So, if we set it all up on the internet, I I can't you or using the web browser, I cannot use my app on my phone at all, right? Is that what that means? To, to like monitor my system? Is there a way to set up the app? Or no. If not, no big deal. No, I'm not not gonna change anything. Yeah. So, okay. I won't use the app anymore. We'll just, yeah. No worries.
12:00
Speaker 2
Mm-hmm. Sure. Um, Well, we can try to, uh, use the app, but we'll have to check, because, um, the app usually broadcasts only one, uh, refine, so, maybe, when you
12:00
Speaker 1
[silence] Okay, I'm all set. [silence] Yes, they're all right next to each other now. [silence] Yes. [silence] Okay.
14:00
Speaker 2
all right so all four nodes are in one place your parent node your parent node is connected to you modem all right we'll have to reset first all your nodes
14:00
Speaker 1
Okay. Okay, so: apparent node. Let me do the other ones. Yeah, working on it.
15:00
Speaker 2
So, press and hold the reset button. Wait until its light is off. Once the light is off, you can let go or release holding on the reset button. Okay. So reset all four nodes. Okay. We should get a solid purple or pink light on all your nodes.
15:00
Speaker 1
He said after it turns off, the light goes off, then to release the reset. Okay. Okay. Yeah, you're doing the... it's blinking blue right now. So I've got one node is re... I've got, so I've got one... I'm still resetting the other nodes. Okay, good. Okay. I'm doing that right now.
16:00
Speaker 2
Yes, when you press and hold the reset button, you will have to wait for its light to turn off. Once the light is off, you let go and then just wait for its light to come back on because the router itself will do the resetting on itself. It will-- it's light will blink blue first and then it will turn to solid purple or solid pink. Okay, so it means it's booting up. So, while waiting for that, you can reset the other ones. Yes. While waiting for the other ones, then you can reset another node.
16:00
Speaker 1
Okay, that was good. Okay, so the router node is purple, but the other ones are still resetting, so we got one more to reset. All right, So, so the parent node is purple, and then the, um, child nodes are to, just started to go red. Okay. One's blinking, two, two are blinking now, one solid. Yes. Okay. [silence] [silence] [silence]
17:00
Speaker 2
Are they blinking red or solid red? so one is solid, right. You already did a reset on the one that's showing a solid red light. okay, can you check at the bottom of the child node that has a solid red light? there's a Wifi name, default Wifi name of the child node. Okay, look on it. Once you see the default Wifi name of the child node, on your phone.
18:00
Speaker 1
okay. So, WIFI name, setup. Yes. okay. Okay, and then I just checked and the parent node is on my WiFi also on my phone, so that's good.
19:00
Speaker 2
Try to check on your phone's list of available networks if you can see that default Wifi name of your child node. Is it listed on your available Wifi network? It's listed. Okay, that's good. It means that that child node was properly reset. So a solid red means it's ready for setup, since it is broadcasted on your phone's Wifi settings. Let's just wait for your other two child nodes to turn solid red also. Yes. That is how you
19:00
Speaker 1
Oh, okay. Okay. They're still flashing red. Seems like it takes a little while. Okay. I
20:00
Speaker 2
confirm that they are properly reset because you will see that their Wi, their Wi, Wi, Wireless name, is being broadcast on your, on your phone's list of available networks, You can also confirm your, your other two nodes if they show solid red, red, and, and you can check if their Wi, their Wi, Wireless name is broadcast. So let's just wait.
20:00
Speaker 1
They're still flashing. Does it take that long? Okay. Should I try resetting them again or just let them keep going because they're still flashing red.
21:00
Speaker 2
[silence] Can you try to turn off their power switch?
22:00
Speaker 1
mhm yep okay that's one and two there
23:00
Speaker 2
The power switch at the bottom, turn it off and then turn it back on. [silence]
23:00
Speaker 1
[silence]
24:00
Speaker 2
Is it still slushing red? Okay. You can try to do a reset again.
24:00
Speaker 1
Okay. Okay. Mm-hmm. then it's turned off. Okay. Okay. I might not have waited long enough to turn it off last time. Okay, released. Okay, now they're both okay, now both of them have their lights off, so no, not yet. The lights are off. Okay. [silence]
25:00
Speaker 2
[DOWNWEIGHT] Press and hold the reset button. It's glad to flash bright red and it will pulse dimly three times and then it will flash bright red again. And then it's light will well, off. OK, you can let go once the light is off. And then just wait for it to light to turn back on. Mm-hmm. [silence] All right. [silence] Solid red? [silence] OK. [silence] OK. Let's just wait for the light to turn back on.
25:00
Speaker 1
What's the web address? I go to, is it myrouterlocal or something? Because we're going to set this all back up through the web, right? Okay. I'm just going to log in and get it set up.
26:00
Speaker 2
Mm-hmm. Yeah, it's my router.local or the default router IP address, which is 192.168.1.1. So it's either of the two of them. [silence]
26:00
Speaker 1
All right one of them just reset so I got that Wi-Fi. Oh I know Wi-Fi well. Okay it's there. Yep and it's there and I've got its Wi-Fi showed up on my phone. So we're good. I've got four of them or all on Wi-Fi.
27:00
Speaker 2
So, we're only waiting for that other last challenge. Yeah. Okay, that's it. All right. So I need you to connect to the parent node's Wi-Fi name. You go to your MX2000 the parent node, type in the default Wi-Fi name.
27:00
Speaker 1
okay. Okay. or on the laptop on my laptop right? So I was gonna ask, so I wanna have the three different, I wanna have the 5.0, the 2.4 and the the guest network. Can, do I need, but I'd still like to use the app on my phone, but I know I can't set the 2.4 up on that. Can I? Okay. [silence]
28:00
Speaker 2
and then connect to that Wi-Fi name on your phone uh yes, you can also use your laptop if you want yes, you can use your laptop or your you can use your phone or yes yes [silence] yes, on the link that's up, you cannot really set the bands for each 2.4 and 5. Uh it will only but to access your router's web browser interface, you can use your laptop or your phone.
28:00
Speaker 1
So, which one should I do to make sure I could set up all three of, of the, the different, the different bandwidths? But, yes, but, I can't use the app though, right? Not the links. Yeah yeah yeah. Yeah, but I'm not gonna do that. I'm gonna, I'll do it from my laptop, it's easier. Okay, so, I need, okay. So, Okay. Okay.
29:00
Speaker 2
Because you can actually use your phone just opening a web browser because you can still open a web browser on your phone, right? But if you want, you can still, no, what I mean the app is a software but on your phone you can still open a web browser, you can still type in the myrouter.local on your phone. You can still set up the [silence] Yes, that's fine. So you connect your laptop first on the default wifi name of your parent node. Once you're connected, open a web browser on your laptop and then type in myrouter.local. You open a web browser and then type in the address bar my router .local. My router .local. Tell me what do you see on the screen. Just click, click advance and proceed to.
29:00
Speaker 1
Continue. okay. Connect to Wi-Fi hotspot. oh there it goes. and then, what's it doing that? no, it's giving me the warning again. This connection isn't private. okay. Okay, so it's trying, right? hmm. Your, the Wi-Fi. They require you to go to a sign-in page. What? Okay, let's try the. It's, yeah, it's
31:00
Speaker 2
Yes. Yes. Okay. You're already connected. Yeah, just proceed. Click advanced or continue. Because that's just a browser warning message. You just have to bypass that. Proceed to edit the site. And then if you see a mobile image, you can click on that mobile image. If you see a mobile image picture, sign-in page, do you?
31:00
Speaker 1
[silence] No. Hold on. Let me let me let me start over again. I'm getting all these warnings. Hold on. Let me start over again. Let me just make sure that I've got the wi-fi connected to the right thing. Connected to my wi-fi. So I'm connected to let me make sure this is the right one. Developer setup two c1. Okay, so that's connected correctly. It is. Yeah, I just did that, so we're good there. So now I'll go here. Yep. Does it matter which web browser should I use? Edge or explorer. Probably edge will work.
32:00
Speaker 2
Okay. whoops did it ask you okay what it's in it see and sign-in page uh what does it ask you I am here okay what what is see it okay m-hm sure or let's try to type in one nine two dot one six eight dot one dot one make sure that is the parent node okay the one that's connected to your modem okay mhm open a web browser
32:00
Speaker 1
go to my router. local okay connect why is it okay. [silence]
33:00
Speaker 2
Yeah, Edge, can use Edge, yes, once you hit enter, you will get the browser warning message, just bypass that, click, advanced or continue, usually once you proceed to the site, you will see a mobile image, a picture of two phones, if not, you will see
33:00
Speaker 1
It says, it may, require, you to, it's sign in page, so, hit connect. Connect to Wi-Fi hotspot, right? Okay. Connect. Does it take a while for that to load? And then, after, I do that, it's, it just comes up with a blank web page and it's taking a while. Okay.
34:00
Speaker 2
do you see the sign in page asking for the router password? okay. yes. [silence]
34:00
Speaker 1
[silence]
35:00
Speaker 2
Is it still loading? Yes. All right. Can you try to close that tab and let's set up first your nodes using the five press method, and let's see if we could access your web UI once we set up your nodes. Okay. Close that tab. And let's go to your... Close that tab. Close that browser tab.
35:00
Speaker 1
[silence] Let me I was going to try one. Okay. Let me try one thing real quick. And see if I can get it to work this way. Hold on. [silence] It's doing the same thing. [silence] It's weird cuz it did it just it worked the other the the other day when we did it. [silence] We didn't have any problem getting into where I needed to. Okay. [silence] [silence] Do I need to like sign in to this Wi-Fi? [silence] TheVelop setup. It says connected, secured. [silence] Yeah. It says connected and secured but.
36:00
Speaker 2
yes, just close the prayer okay yeah sure [silence] Yes. You need to be connected to the Wi-Fi name of your parent note.
36:00
Speaker 1
It's like it's not really responding at all. What did you say it was 1.9.2.168.1-1. It keeps wanting me to connect. The Wi-Fi hotspot you're using may require you to go to its sign-in page. Connect. And then it never opens a sign-in page. I did. So I hit continue, but it's. It's uh. Uh. It's not like it's doing anything.
37:00
Speaker 2
people Here's a, um, UH 192 UH 168 UH 1 UH 1 is, 1. And this is a. Just continue. Okay, let's try to set up your nodes. Uh using the Fabric method so that we get it connected and online first. Okay, close that browser first. Uh let's go to your nodes. On your parent nodes, since it's already solid purple and your three child nodes are solid red or pink. So you're going to press the reset button on your parent node five times within five seconds. Okay. So, press the reset button five times on your parent node. Okay. And just let go. After five times, let go. Your parent nodes should start blinking. Hmm. Yes. Uh let's just wait for your child nodes to start. blinking as well. If they're not blinking, just repeat the process on each of each of the three nodes. Okay, so on one of your child nodes? five times and let go. Once, two, three, four, five. Let go. Okay. Did it start blinking? red? You should see a blinking red light on your blinking child node. Hmm. I this is the same on the other two. Please wait for each of your child nodes to start blinking red Hmm. Uh after they're red and blinking. Next, place your child nodes near your parent node and let's just wait. Uh If you need to move the nodes for good signal, definitely do so. Okay. So, you'll hear it when it connects. Okay. So you should be able to see your child nodes will slowly transition from a blinking red to different color green. What color are they on? Blue and green. Okay. Let's go. Computer. Okay. Uh Oh here. Wow, look at this. Your child nodes show up. We've got two green. Hmm. So definitely you can connect with them. So you're all good to go. All set. Looks like you're online. So you're just welcome
37:00
Speaker 1
solid. glue. okay. okay. okay. Yeah. you know, I remember one of the steps we did last time, I had to like, I had to reset the router. uh the the um, the main router, and then like unplug a bunch of stuff. Like I unplugged the main router, I unplugged the ethernet. did a couple other cable plugs and unplug to get set up. okay. oh, okay. so this one, okay. [silence] okay.
39:00
Speaker 2
Parent node to turn solid blue, that would indicate that it, yes, that would indicate that it has been connected and online once it turns solid blue, no? There is no need for that because your device only needs a reconfiguration. And we already did a reset.
39:00
Speaker 1
So, um, solid blue now. Nope, they're solid red. Oh, nope. Now they're two of them just started blinking. Okay, all three of them. All three of them are blinking now. Uh, oh, nice. Well, that's fancy. Got it. Oh, shoot. Okay. [silence]
40:00
Speaker 2
Okay, what about your nodes? Are they blinking? Okay, that's good. It, means they're responding. Uh, the five press method. Mhm, that's good. Um, that is why the five press method is the quickest way to setup your mesh system, because it can set up your parent node and also add, your child nodes simultaneously. So, it's the quickest way to setup a mesh system. The only problem is that the Wi-Fi name and password you're going to use is the default Wi-Fi name and password of your parent note. So, to change the Wi-Fi name, that's where we need to log in to the web interface.
40:00
Speaker 1
okay so try doing that again oh okay yeah they're still working oh
41:00
Speaker 2
hold on, let's wait for your child node to turn solid blue. once they're added, then we can log into your router's web user interface. So that may take a while. Usually adding a child node will take four to six minutes. and since there are three [silence]
41:00
Speaker 1
It might take a little bit. All right, two of them are blue or green. No, not yet. They're like a light green, turquoise kind of color. One of them's still flashing red. Okay. Okay, so. Yep. Okay, so there are, all three child nodes are solid green. And
42:00
Speaker 2
[silence] [silence] Light green. So your WHW03 light behavior indicates if it's uh solid red or solid pink uh that means they're ready for setup. Unlike your MX2000 that a solid purple means uh they're ready for setup. While your MX2000 once it's connected and online, it will show a solid blue. While your WHW03 if they're connected and online, they will show a solid blue or solid green.
43:00
Speaker 1
Parent node is solid blue.
44:00
Speaker 2
OK, that's good. OK, that's good. It means they're all set up. They're all configured, successfully added as a math router or node. So they're all configured as parent node and child node. Now, I want you to go to your laptop again. Can you try to turn off your Wi-Fi and then turn it back on in your laptop so that it will have a refresh on its Wi-Fi settings. So once you turn off and turn back on your Wi-Fi, connect to the Wi-Fi name of your parent node. The parent node? OK. It should say connected and online. OK, that's good. Now, open a web browser.
44:00
Speaker 1
Okay. Okay. And then bypass, so just click continue. Your connection isn't private. Go to advanced. Continue to my router. Okay. Okay, now I've got the two. Yeah. Okay.
45:00
Speaker 2
and then type in http://myrouter.local mhm yes advance and proceed to site mhm more mobile phone Okay. Now click on that mobile mobile image once you click [silence]
45:00
Speaker 1
Okay. It's really slow to load. Okay, access locked, too many failed attempts. It's really slow to load. Okay, access locked, too many failed attempts. It's really slow to load. Okay, access locked, too many failed attempts. It's really slow to load. Okay, access locked, too many failed attempts.
46:00
Speaker 2
uh-huh
46:00
Speaker 1
to to log into your links of smart like sorry nothing I haven't done anything it says access locked too many failed attempts to log in and it has a highlight thing that says how to regain access Um, it just took me to like your the homepage for links up
47:00
Speaker 2
Why did it say access blocked? Did did you already sign in? With either password or email? I see. Okay. Can you click on that? Mhm. Was there any login attempt made prior to this? [silence] So, uh, so you see, uh, [silence]
47:00
Speaker 1
[silence]
48:00
Speaker 2
The site says access is locked too many login attempt. Usually you will not be able to log in to our website for 24 hours because you have tried to log in and filled in the attempt log in many times. So your access get locked. Did you talk to it before? No, because it already stated that you have log in many failed attempts, so it has blocked your access. Now for the meantime, Curtis, your mesh is already set up. They're already connected on online. If you want to access your internet, you cannot access it, but
48:00
Speaker 1
and then use and use that password for it. Okay. let me I tried. Okay. It's, it might let me. Oh yeah, it's still locked. Okay. During setup, you create an, yeah, and then I'm screwed, huh? and there's nothing. Yeah. Okay. So nothing you can do to reset it.
49:00
Speaker 2
two for us or that so that will have a request yes it's the log once you get that message yes Curtis once you try to there's nothing we can do with that because that's a oh we no longer have to reset that we just have to wait okay
49:00
Speaker 1
Okay. Okay. Okay. Okay. But I could go reset the nodes back up in their regular spots, right? Where I had them before? I'm sorry, the child nodes, I could put them back, spread them around the house? Okay.
50:00
Speaker 2
for the 24 hours to pass, then after 24 hours, we will log in again to your router's web browser interface. But you don't have to worry because your nodes are already setup. They're already configured, so you can still access your internet. It's just as of this moment, we cannot separate the bands because we cannot access your router's web browser interface. So, we'll have to wait 24 hours. Once it passes, we can access your web browser interface, because as of the moment, your access to your router's interface is locked because of too many attempts, failures. So [silence] What do you mean? [silence] Yes, you can if they're already [silence]
50:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. But Wait, you guys aren't open tomorrow. I have to wait till Monday. Right?
51:00
Speaker 2
you can relocate them back to where you place them. Uh as I've mentioned, you can access your internet. There is uh no connection. You can still connect to your Internet. It's just that the WIFI name and WIFI password that you're going to use is the default WIFI name and password of your parents note. Okay? So, Curt, you can you have tomorrow. Call back again. Yes. And you can also try to log in and access but just wait for the 24 hour to pass. Okay? Because the server itself lack your access because of too many attempts. Okay? filing full. You can also try to log in and access but just wait for the 24 are to pass. Okay? Because the server itself lack your access because of too many attempts failure. Okay? Yes, that's all. But it's also good so that I your could have a little break.
51:00
Speaker 1
Okay, [pause] okay, no worries. I'll figure it out. Okay. All right. Well, I'll go put these back then. Okay. [pause] I'll do that. Now. Okay, cool. [pause] Okay, hold on. All that stuff. Okay. [pause] Yeah, hold on. [pause] Hold on. Sorry. Of course, I grabbed it. [pause] Hold on. Hold on. Hold on. [pause] what? So I [pause] I got a lot more things.
52:00
Speaker 2
You have accessed it too many times and it has locked your access for the failure of attempts. So, yes. Alright. So, call us back again. Yes, you can relocate that back to where you placed that child. Nodes. And you can still connect to your internet. Um, I'll provide you a ticket number. Uh, make sure that when you call us back again, you don't have to state again your name. So that, I, you just need to provide the ticket number, okay? So, your ticket number is L for Lima, J, J. L for Lima, T for Tango.
52:00
Speaker 1
Mm hmm. OK. LPS 00130 557. OK. Sounds good. All right. Yeah. Thank you. All right. Thanks. You too. Thank you. Bye bye.
53:00
Speaker 2
test for Sam. (inarticulate) 0-0-132557. (inarticulate) Yes, so Um Curtis uh we've already set up your your mesh system. You're already connected. We just need to separate the bands um by the next time you call us back again, okay? Yeah, alright. Thank you for calling Linksys Curtis. Once again this is Isis. Take care and have a great day. You're welcome. It's my pleasure to assist you. Goodbye.
53:00