V2 Rubric Detail — dbe9d2f0-73c9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:50
Duration
64m 42s
Contact
Joanna Mack
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135156
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution3.44/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall65.6% (-2.4)

V2 Grader Summary

The agent successfully reset and reconfigured the out‑of‑warranty MR9600 router and got the customer's laptop back online, meeting the primary resolution goal. While the troubleshooting steps and tool usage were appropriate, some technical explanations were slightly inaccurate and communication was occasionally unclear, resulting in partial marks for diagnostic precision and customer‑experience criteria.

V1 Case Analysis

MR9600 out of warranty; agent performed 5-press reset and reconfigured via app. RE7000 extender reset and reconnected. Customer confirmed laptop internet access.

Troubleshooting Steps
  • Verified model (MR9600) and serial number; confirmed warranty expired.
  • Performed 5-press reset on MR9600 and reconfigured via Linksys app.
  • Reset RE7000 extender (30-second hold) and guided through wireless bridge setup.
Key Observations
  • Agent correctly used the 5-press method for MR9600 reset (per universal_5press_models.md).
  • Agent inaccurately described post-reset LED behavior as 'solid pink or purple' — MR9600 should show solid blue (per universal_factory_reset.md).
  • Agent initially instructed a standard factory reset (hold reset button) before switching to 5-press method, causing confusion.
  • Agent correctly guided RE7000 extender reset and manual setup via 192.168.1.1.
  • Call had long pauses and filler, but troubleshooting path was logical and ultimately effective.
Positive Highlights
  • Collected serial number and model accurately and confirmed warranty status (transcript [02:00]-[07:00]).
  • Correctly applied the 5-press reset method for MR9600, which is supported per KB (transcript [21:00]).
  • Successfully reconfigured router via Linksys app and restored internet connectivity (transcript [23:00]-[32:00]).
  • Guided customer through RE7000 extender reset and manual setup, resulting in solid green light (transcript [37:00]-[62:00]).
  • Provided clear next steps for optimizing Wi-Fi via channel finder in the app (transcript [41:00]-[43:00]).
Agent Errors / Gaps
  • Incorrectly described MR9600 LED state after reset as 'solid pink or purple' — correct state is solid blue (transcript [19:00]).
  • Initially instructed a standard factory reset (hold reset button) before switching to 5-press method, creating unnecessary confusion (transcript [18:00]).
  • Misidentified default Wi-Fi name as 'Volop setup' — correct name is 'LinksysXXXX' or 'Linksys Setup' (transcript [25:00]).
  • Incorrectly stated that blinking green on RE7000 means 'booting up' — blinking green indicates setup mode, not booting (per KB).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states 'my laptop is back in business' and agent confirms all devices are online.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed factory reset and guided app setup, but troubleshooting lacked diagnostic logic — no WAN test, no verification of modem signal, and skipped basic checks before paid support pitch.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified OOW status but immediately pivoted to paid support instead of offering best-effort troubleshooting first; KB states OOW devices still qualify for setup/firmware/factory reset help without payment.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent collected model/serial and asked about reset button, but failed to identify actual symptom (e.g., no WAN light, no internet) or perform root cause analysis; assumed fault without testing modem or cable.
T2 Not Met Appropriate tools / resources used conf 100%
Agent misapplied the 5-press method as a setup/pairing step for the MR9600. Per universal_5press_models.md, the 5-press method is a diagnostic escalation tool to generate a log bundle and open an LTS ticket, not a method for routine node pairing or setup.
T3 Partially Met No misinformation conf 80%
Instructions for reset and app setup were mostly correct, but agent inaccurately described LED behavior (e.g., 'solid pink or purple' for setup mode); MR9600 (Intelligent Mesh) uses solid purple for setup, not pink, and the agent's description was vague.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent set expectations early, but there were long silences, repeated holds and occasional loss of direction.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple language and repeated steps, yet occasional jargon and unclear phrasing caused confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed troubleshooting, and did not transfer the case.
O2 Met Proactive follow-through conf 85%
Agent gave step‑by‑step actions (reset, wait times, app setup) and confirmed resolution before ending the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 88%
Agent correctly decided not to escalate; the issue could be handled with on‑call troubleshooting despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered apologies (‘I really do apologize’) but empathy was limited and often scripted.
X2 Partially Met Tone & rapport conf 78%
Agent attempted to match the customer’s pace, but frequent repeats and occasional unclear instructions showed mismatched pacing.
X3 Partially Met Overall experience conf 77%
Agent performed many steps for the customer, yet the customer had to repeat information and manually move devices, creating extra effort.
Call Transcript108 turns · 115 lines
Speaker 1
studying a number? Carol Scolic, stay your number? Yes. Hi. We have a router that is not working. I called my Internet company and they said that it's a router that is not working. Can you see if we still have a support for that, please?
00:00
Speaker 2
[silence] Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, 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. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today?
00:00
Speaker 1
[silence] I'm trying to find it in the bag and give me one second. So serial number uh 3 give me one. Is that one? Oh it's three 2 2L L1100 J J06680044 11844. Can you put that back where it was? Why are you so angry? Yes I can hear you. Sorry about that.
01:00
Speaker 2
Got this one, ma'am. No worries. But may I have the serial number of your linksys router? Mhm. No worries. [silence] All right. Thank you so much for that one, ma'am. So, let me go ahead and verify the serial number, okay? Uh-huh. So, your st- serial number. Uh-huh. So again, ma'am, the serial number of your- Hello, ma'am? Uh, no worries. No worries.
01:00
Speaker 1
Oh, oh, yes. where can I says, name? Yes. I'm on the, underneath the, ah, model, MR9600. MR9600, uh uh, that's the model. says here, model number.
02:00
Speaker 2
So just to confirm, the serial number of the router is 32L4 Lima one zero J4RR zero six eight zero four one eight four. Is that correct? You may have a lager hall ma'am. So and I'm sorry, can you also provide the model number? Okay, no worries. It can also, yeah, the model number can also be found underneath the device. Uh huh. Alright. Uh huh. Thank you so much for that.
02:00
Speaker 1
Johanna Mac? Johanna? Johanna J-O-H-A-N-A. S-I-K. Johanna Vader gmail.com. I said no. You go to the room Johanna Vader at gmail.com My internet provided
03:00
Speaker 2
Yeah, sorry, may I have your. May I have your first and last name? I'm sorry, how do you spell your, your Joana? How do you spell it? Uh, is it the. All right, thank you so much for that then ma'am. And what about your, sorry, your story name or your last name again? Can you spell that for me? Thank you so much for that. And what about your email address? Uh-huh. All right. And last thing, ma'am, whose your internet service provider? Is it.
03:00
Speaker 1
1ther is clear wave uh, clear wave united states yes it's read and we have tried it all we could we even call clear wave and they say that they check and that the modern is working but they say that it have to be the writer be core because on the end is working it's read mmhm. reset. where is the reset?
04:00
Speaker 2
clearways and are you calling us for all right and are you calling us from Canada or United States? all right thank you so much for that information ma'am. So going back to the main issue may I know the light now on the links router like what's the light behavior on the router, sorry, on the router right now? uh huh. I see and and did you press the reset button prior calling us? [silence]
04:00
Speaker 1
Is that, is that thing that is, uh, a line and a zero? [silence] No. Did you, did you press the reset? Yeah. [silence] yes? ah, yes, he said, he said that yes. did you press that? yes. my kid press it once. so he, yes, he did it. it doesn't work. it says that it did not work. she's really so fine, she can't call anything more. [silence] Yeah, I have a laptop. so, you want me to bring the laptop
05:00
Speaker 2
And it can be found at. Yeah, at the back of the device, there's a reset button there, like the red one, the tiny red button. So just to verify, did you press that one before calling us? You didn't know. Uh-huh. Uh-huh. Got that one? No worries, ma'am. All right. So for this one, since you tried already resetting the router and they should persist, we might need to properly reset and reconfigure the router. And however, before we do that, do you have a computer that can be wired directly to your modem or to the Internet source? And that.
05:00
Speaker 1
to and put it next to the router, that's what you said. Again. Uh-huh, double check if the, if the laptop has a what? Internet or LAN port? How can I know what is, I mean, it has a It has a It has a It's a Dell computer, It's a work computer. I mean, I know it has an internet port because when I go to my office,
06:00
Speaker 2
[silence] does that laptop have an Ethernet or LAN port ma'am? because can you double check because uh huh. usually the Ethernet or LAN port. Yes ma'am. I see. Wait, is it a Mac laptop, like Dell computer? Alright. Uh huh, I see. Uh yeah, for now ma'am kindly check if the laptop has an LAN or Ethernet port because usually the laptops now do not have it because I want to make sure that
06:00
Speaker 1
I take the internet thing and I plug it into my computer [silence] 50 per cent
07:00
Speaker 2
oh that's great to know so yeah for this one uh we can just reset and reconfigure the router however ma'am before we proceed for the troubleshooting i'm gonna set your expectation regarding with the hardware warranty status of the router okay uh the thing is according here on our tools the hardware warranty status of the device has already expired and i really do apologize but we can no longer provide assistance over the phone or chat for out of warranty devices nevertheless all our troubleshooting guides and articles are still available on our support website however ma'am if you really wanted to be assisted over the phone we do have this one-time non-refundable support that will last up to 60 minutes or an hour but it will cost you $15. uh, $ 15, ma'am, like one, five, uh, how however, uh-huh, uh-huh, so just to verify uh, I see, ah yeah, no worries about that one, so kindly give me likes one to two minutes to prepare my tools here, okay? So, kindly give me one to two minutes, ma'am, I just need to prepare my tool, thank you so much.
07:00
Speaker 1
Hello. Alexandra. Go to your room. Go to your room. Here. He. He. Yes. I'm sorry about that. Tell me. [silence]
11:00
Speaker 2
Hello ma'am, thank you for patiently waiting. No, no worries, ma'am. So, all right. I'm gonna put the call now. Sorry. I'm gonna off the recording on the phone now so that your card information will be safe, okay? So...
11:00
Speaker 1
Sure. Give me one second. So if one hour from, I mean, you are already counting the hour? Oh. Okay. Time to find my wallet. Okay. Can you hold a second, please? Donde esta mi, Morral? I need, I need a credit card. Me. know where all of them.
12:00
Speaker 2
Please hold. Alright, so, for us to proceed, may I have your card number? How long? Uh, not yet, ma' Yeah. So once the once I place the order, that's the timer will be started. No worries, ma'am. Just take your time.
12:00
Speaker 1
I can do that. Yes. [silence] Yeah, sorry, we are just coming back from a trip. So it was crazy to find my wallet. We are trying to see what suitcase is my wallet. Did you find it? I have his card right here. Okay. I got it. Okay. So the number is is American Express. And the number is [REDACTED_CARD_NUMBER]. [silence] Yeah, sorry, we are just coming back from a trip. So it was crazy to find my wallet. We are trying to see what suitcase is my wallet? Did you find it? Uh, they have my card right here. Okay. I got it. Uh, okay. So the number is it's an American Express and the number is [REDACTED_CARD_NUMBER].
13:00
Speaker 2
Hello ma'am, how's it going there? Uh, I see. I understand ma'am, and don't, no worries. Ah, all right. Um,
14:00
Speaker 1
8-1-0-2-7
15:00
Speaker 2
All right. Thank you so much for that one. So let me again verify if I got it correctly. So is it [REDACTED_PAYMENT_DIGITS]? Is that the right one? Ma'am? All right. So again, it's [REDACTED_CARD_NUMBER]. All right. And may I have the expadarian month and year? Thank you. And what about the security code? Thank you so much for [silence] Hello. Hello Madam, thank you for patiently waiting. uh hello, uh just to confirm I have Uh-huh. Would you? All right. Uh just to confirm, I have already placed the order, and we can now go to the. problem shooting, so. Are you. Uh-huh. All right. So, just to confirm again, is the ethernet cable coming from your modem still plug-in into the internet port on the lens router?
15:00
Speaker 1
yes. well. there is, yes, there is a cable from the from the modem to the internet on the router. in the internet, yeah, exact. there is a yellow thing. yeah. So hold it and don't release it until we see a what? Oh. Mm-hm. it doesn't flashing it just looks. That's what you did Madiaz. you reset it like that? no. so we pay just for that? what? you told me that you had reset it. yeah. do it like that.
18:00
Speaker 2
All right, thank you so much for confirming, aha. So, yeah, kind of. Yeah. That's. That's great to that's great. aha. That's great to know, ma'am. So let's now reset this router. So, for for reset, kindly press and hold the reset button and do not release until you see the solid blue line. solid blue light, like solid blue. So, once you see the. aha.
18:00
Speaker 1
Okay. Yeah, it's now a solid blue light. Whoops. It's blinking. It's blinking blue.
19:00
Speaker 2
So, once you see the solid blue ma- uh-huh. Yeah, you may not release the reset button since you see the solid blue. And that's great. So, after that one, we will wait for the light on the router to turn to solid pink or purple. Or that indicates that it is already on setup mode. Ha ha. That's fine, ma'am. So, let's wait for 1 to 2 minutes, okay? Thank you. [silence]
19:00
Speaker 1
one, two, three, four, five, yeah
21:00
Speaker 2
this router using the five press setup method? So on the router, kindly press the reset button five times within five seconds so it's like press release, press release, press release, press release, five times. Thank you so much. Thank you so much for that one. Uh-huh. Uh-huh, no worries. Actually, the router is now trying to connect to your modem so again, we will observe its light for once it's in minutes. [silence] That's brilliant. Uh, yes, ma'am, I'm still here. So yeah, solid blue indicates that the router is online or working. However, for this one, we will wait for another minute. Just to make sure that the router's,
21:00
Speaker 1
I already look at your, uh, you want me to, I mean, I have my phone, you want me to look for an app that is called what? [silence] Thingsies. It's called Lexis.No. The throttle.
23:00
Speaker 2
is really online okay? So after, so after a minute if the light on the router is still showing solid blue, rest assured that the device is already online or working. So by the way, ma'am, do you have a phone that has a Linksys app? That's actually fine. Uh, uh, uh let's try to or we will configure the router using your laptop instead, okay? Then Linksys app. Yes, ma'am. We can actually download or install Linksys app on your phone. So, yeah. Linksys is spelled as L-I-N-K-S-Y-S.
23:00
Speaker 1
a Linksys Smart Wi-Fi management that one yes with that one okay um I'm I'm I'm waiting I'm I'm sorry yeah yes it's still showing but I'm seeing what is this iPhone an iOS server so I have opened the app and it says manage your Wi-Fi set up a new Wi-Fi network which of the two.
24:00
Speaker 2
Yeah, the logo for the app is a big letter L and the background is color black. So, yeah, can I. Yeah. Thank you so much, ma'am. So I'm a sorry ma'am. The light on the router is still showing solid blue, correct? That's amazing. So, yeah, uh, let's now access or configure this router using the Linksys app. So, may I know the operating system of your phone, like is it an Android or IOS? Yeah, uh, before we try to. [silence]
24:00
Speaker 1
Can you repeat that sorry sorry Alex I can't hear okay why we're sorry about that what were you saying that you need to what you want me to click on that one
25:00
Speaker 2
kindly connect your phone to the default name of the router, which is Volop setup. No worries, ma'am. So, again, the default Wi-Fi name is Volop setup. No worries. So, on your on your phone, kindly go to Wi-Fi settings or Wi-Fi. And, yeah, make sure that the Wi-Fi is turned on and then kindly check if it can detect the default name of the router, again, which is Volop setup. Yeah, kindly select that one and the default Wi-Fi password.
25:00
Speaker 1
It's moving. Well, I went to Wi-Fi and it connected to that link set up for <start_of_audio> it's already connected. Like, I didn't. It didn't ask me for any password or anything. Yeah, it's the password I'll be typed. No, okay. Okay. So, yeah, it's connected. Manage your Wi-Fi. Okay. It says, allow links to find devices on local networks. So, I said allow, right? Okay. Then terms and conditions agree. And then allow
26:00
Speaker 2
For now, can I use the Wi-Fi password indicated underneath the device or underneath the router? That's great to know. Uh-huh. That's brilliant. That's brilliant. All right. So, can you go back to the Linksys apps and then click "Manage Your Network" or "Manage Your Wi-Fi". Yeah. Yes, ma'am. That's correct. Uh-huh. Yes.
26:00
Speaker 1
and afterwards, you can just click find Bluetooth devices. okay, connect your modem, your router to your modem or source of internet is connected. okay, make sure everything has finished. [silence] check in. name your Wi-Fi. pick something memorable. if you are going to try to connect later, you just enter that again. and then it says log in. so email address and I create account because I [silence]
27:00
Speaker 2
Yes, please. Uh-huh. Yeah, just press it. It's connected. Yeah. Yeah, just press next. Yeah, uh, yeah, just press next. Uh-huh, yeah, uh, yes, ma'am, can we, again, personalize or customize the Wi-Fi name and password for the router? And actually you can just use the same Wi-Fi name and password. For the benefit for that one is that most of your devices will just auto reconnect to the network since again you are gonna use the same Wi-Fi name and password that you used before. Yeah, uh-uh, uh, uh.
27:00
Speaker 1
I don't have to so I have to go create account [silence] I skip for now. Yes, skip for now. Create create your route create your router password. Use this password to complete setup without internet connection. So I do. That's your that's your router password. He no just telling it apart. Okay. configuring your Wi-Fi. This could take up to a minute so he's working on that. [silence]
28:00
Speaker 2
uh, is there an option to bypass or skip that one? or how about try later? yes, skip. yeah, skip for now. uh. yes, ma'am. so, that would be the link's app login password. so, yeah, you kindly create your router password and then press next.
28:00
Speaker 1
Okay. [silence] Okay, it's connected. [silence] Invocator created. Okay. Okay.
29:00
Speaker 2
Yes, ma'am. And yeah, for now, let's wait for two to three minutes. And, and rest assured that you're just need to press next once the yeah, Wi-Fi has been configured. All right. That's great to know. So if there an option. [silence]
29:00
Speaker 1
Yeah. So let's connect to your new Wi-Fi. Yeah, yes. Now let's connect to your new Wi-Fi. It says step one. Don't open because they didn't mean entering the password to join this Wi-Fi Password if not. [silence]
30:00
Speaker 2
yes yes sir so on your I'm sorry AM I it's features to the Senator not man correct right all right yes ma'am yeah so on your phone kindly go back on yes sir so on your phone sir kindly go back to the Wi-Fi settings or Wi-Fi and then yeah just reconnect to the personalized or to the new name of the router yes ma'am kindly enter your new or customized Wi-Fi password
30:00
Speaker 1
it says Incorrect password for me why Incorrect passwords that's what I put don't worry just it's because you clicked money sign I know why sorry it's going to it's going to say now when you click the walk button I know how yeah we do it and then don't type don't look yes OK it's connected [silence]
31:00
Speaker 2
I see. it. I see. Maybe it could be that you are inserting the router password for your 5G. G.N.E. Wi-Fi. No, it's OK. OK. That's great to know. So can you go back to that Linksys app? Because we are going to try to connect the ca the camera. And for that, it is best to use wired connection. Yes.
31:00
Speaker 1
Yeah, it's doing that right now. . Just looking for your child, not it's nodes. Yeah. It says your network router, I click next, and it says yeah, I think we're done. Yeah, it's ready. It says it's ready. MiCal is done, it says it's ready. Now, connect your device to do wifie. Yeah, obviously.
32:00
Speaker 2
to finish the setup process. Can you skip that one? Or is there an option to skip? Cause [silence] Wait, just to confirm, sir, are you on the screen that says home Wi-Fi is ready? excellent. So, that should do it, ma'am, and sir, and congratulations. We have successfully reset and reconfigured your router. And yeah, all you have to do is reconnect all your devices to the network. However, if you [silence] again, if you [silence] use the same Wi-Fi name and password, most of them should also reconnect to the network. So, if you want to manage the router using the Lx app, Just see [silence]
32:00
Speaker 1
Okay, I have one more question. When I call my internet company and I told them that we were getting a lot of glitch. They told me that our speed is really good. It's like one, what did it say? One gigabyte? One terabyte. One terabyte? So, then I said, so, why is glitching so much? And then she said, that's your router. So, so, question since I have you on the phone. So, now that we would and did all that, would that help to with that glitching that we were having? Yeah, it's it like, it would like, I would be playing games on my, and on my PS5 with my brother, and like sometimes the game.
33:00
Speaker 2
used or log n using the router password okay are yes ma'am I'm sorry man when you say glitch you mean that most of your devices getting slow internet connection like they're buffering a lot. [silence]
33:00
Speaker 1
No, I feel like it's only like big devices that take up a lot more internet. Sometimes it Yes. Well, Yes, so exactly, so it looks like it's like, it's like the PS is the one that is getting glitchy. But it's also at the, at the end of the house, so I think my house, we, we put
34:00
Speaker 2
Aha. just to confirm, sir, how. how. Aha, got that one. And how is this just connected to the router? Is it via wireless or like war? Aha. V Wi-Fi. And. Aha. For us to further isolate this one, all your devices are experiencing the same issue. Is that right? Aha. Aha. Aha. I see. And how far are this. Uh-huh. I'm sorry. Ah, yes. You may. Yeah, you may proceed, sir, sometimes. Uh-huh.
34:00
Speaker 1
when you put a wii Unfair it's like a feet away. It's like right next to it to the um, to the, um, Wi-Fi extender. And yeah, that's what it is. It's super close. But it's close to the Wi-Fi extender. Yeah. Here I'll check if it's linked and we're going to check which one is the, but even, even with this regular Wi-Fi, I mean, um.
35:00
Speaker 2
Mhm, got this one. So for this one, uh, the thing is, I, the distance can also affect the, like the Wi-Fi connection, or the signal strength of the devices itself that are connected to the network. So, how far are those devices from the routers, ma'am? Like, are they like 10 to 15 feet? Uh-huh. Mhm. And is this Wi-Fi extender, is it also a, a, link to router? Sorry, Linksys device, or different, right? Uh-uh, uh.
35:00
Speaker 1
How far it is? Okay. The W... is in our living area and the PS is in the... in the... so it will be... I don't know how to measure that. I mean it's like one, two, three, three rooms. So it would be three rooms away. Um, yeah, it's important to... it's also linked. He said the extender is... Let's just wait. Lord in heaven. Yeah. The extender is also linked. The model. Let me go there. Um, the model. Uh-huh. RE7000 and right now it's blinking yellow. Uh...
36:00
Speaker 2
My. May I have the model number. All right. Thank you so much for that. Man.
36:00
Speaker 1
Are Easter and Christmas.
37:00
Speaker 2
yeah it's one of thank you so much for that one again and yeah this device is one of our traditional range extender and the reason why it is blinking red or blinking amber as of the moment because it got disconnected from the router and that's normal since we just reset and reconfigure the router. So since you still have 40 minutes left ma'am I can walk you through and how to reconnect this range extender to the network. And regarding with uh regarding with the like wireless intermittent connection on your like devices for that one there should be an improvement since we just reset and reconfigure the router. However if the issue sorry if the issue persists you can actually like optimize the router. So I'm going to walk you through that later as well, okay? So for now, let's try to reconnect the
37:00
Speaker 1
Okay. So do – but I need to unplug it, because it's in a different room. So is that okay? Can I unplug it from here and take it there? Okay, so I'm – I just unplugged it – unplugged the RE7000, and I'm bringing it to the same room where we have the – the other – the other ones. Okay, so I'm here. So now what? [silence] It has nothing, because it's unplugged.
38:00
Speaker 2
Range extender, so yeah, so for now, kindness move the range extender next to the link is sorry. Main router to the MR 96,000. Uh huh. Yes, ma'am. So, kindness on plug and relocate the range extender next to the Linksys router. Ah, all right. So let's observe the light on that range extender for 120 minutes. Okay. Let's see if it will stay on flashing amber or it will turn to solid green or solid amber.
38:00
Speaker 1
Do I need to plug it somewhere here? It should be what? Only to. One to two feet. Okay. So that's no one to, to fit. So we have to. I got it. I got it. We have to put it closer than that. Maybe this one. Okay. Okay. I'm trying to make it closer. Okay. Okay. Okay, now we are wanting to fit away. Okay. We just plug it. Okay. Yeah. Okay. The, um, it's blinking green. Blinking, blinking.
39:00
Speaker 2
Oh, UH. I, I. Yeah, for now, let's observe its light for one to ten minutes. Don't worry. I have a timer here on my end. And I'm just, I'm just gonna let, you know, once the time is up.
39:00
Speaker 1
Okay. I want you guys to fix this, please, this is an emergency. You guys need these controls, so disconnect these controls this goes back. This, if you don't need, it, I will take it to the outside for all the muscles to see because it's gonna come from whatever is running. Yes, but the make works a lot and it's tough. It can't wait a few years. Yes, I'm here. Oh, it's blinking yellow now.
40:00
Speaker 2
Blinking green actually means that the device or the range extender is still booting up. So, let's wait for... Yeah, 1 20 minutes. So, uh, hello ma'am. What's the light again on the range? Uh, huh? What's the light on the range extender? Blinking yellow.
40:00
Speaker 1
Okay, you want me to do what? Sorry. Uh-huh. Yeah, he's up. Yeah.
41:00
Speaker 2
Blinking Orange. Blinking Amber. All right. Thank you so much for that. So let's wait for 15 seconds, up to 30 seconds. And if the light on the range extender is still showing Blinking Amber or orange, we will reset and reconfigure this one. So, uh, actually, yeah, on the links app, can you try to log in using the router password? Because I'm gonna walk you through on how to optimize the router in the future if you will experiencing or you will experience the buffering or intermittent connection. On your phone, like, can you reopen the links app and then, are you already on the login screen? [silence]
41:00
Speaker 1
okay, all right, you're going to accent like this. Oh shoot. I'm going to try to get the router setting there's gonna be a way in the app again and when I'm opening the app says internet online two devices one router. Internet speed X plus five connections. Where do you want me to go? ah huh
42:00
Speaker 2
check router password and then login using your router password, like your admin router password. Yes, Sir. That's the one that you changed earlier during when we set up the router via the Linksys app. So, again, it is different from the Wi-Fi password. That's great. And excellent. So on the dashboard, kindly tap the menu icon located at the upper top panel. [silence]
42:00
Speaker 1
Mm-hm. Okay. Yeah. Okay. Okay. Perfect. Okay. [silence]
43:00
Speaker 2
and then press on Wi-Fi settings [silence] and then press on advanced Wi-Fi settings. [silence] and then press channel finder. [silence] So, uh yes, uh once you are there, there's no need to press scan channels, okay? Because I just like uh walk you through and how to do or how to optimize the router for future reference. So again, Ma'am, like in the future, if you are experiencing wireless intermittent connections, uh kindly just all you need to do is to go back to that settings and then just press scan channels and the the app will like look for the recommended channels in order for your router to be optimized. So, however, for now, there's no need to do that since again, we just reset the router. So, let's go back to the range extender. Uh-huh.
43:00
Speaker 1
Let me see. I'm gonna check if it sure we, no, it's been blinking amber. Oh, I have to say 30 seconds. I cannot reach that. I No, no, I can not reach it. It's too small. I know that. I need a little, ah, okay. I can use this. Okay. For 30 seconds. Okay. Now, count. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 25, 29, 30, 31, 32, 33, 34, 35, 36.
44:00
Speaker 2
Again, the range extender it's still showing solid Amber or orange, correct?
44:00
Speaker 1
Okay. 30 seconds. Good. Now it's blinking, it's blinking, green. Yes, give me one second, because I didn't have my lap in that room. So, I'm bringing laptop to that room. Okay. Can you close that, please? [silence]
45:00
Speaker 2
so. on your laptop can we like open a browser? sorry on your laptop ma'am can you go to the wi-fi or wi-fi settings? oh no worries yes just just take your time
45:00
Speaker 1
Yeah, I am. Okay. Okay. So I want me to go to my Wi-Fi set. Okay. So... I want. I want... I want, okay. Okay. Set up how to set up to to EA. Okay. It says connect automatically connect. Yeah, it says connecting. Alright. Open the browser.
46:00
Speaker 2
yes. man. so. yes. so. yeah. Kindly go to your Wi-Fi and check if it can detect a default name of the range extender. Which is linksys extender setup. Yeah. kindly. yes, man. Kindly connect your computer or laptop to that one. Thank you so much for that. So, once your laptop is connected to that network, kindly on your laptop, kindly open a browser
46:00
Speaker 1
No, one very connected. It is connecting. Okay, now it says no Internet open. Did you do this? Yeah. Yeah. Yeah, welcome to RE 7,000 standard. Also, there is automatic software updates.
47:00
Speaker 2
Yeah, that's actually fine, sorry, that's normal since we just still need to reconfigure this range extender. So again, Ma'am, kindly open a browser on your laptop, and then thank you. And in the address bar, like the upper search bar, type in 192.168.1.1. Excellent. So, on that screen, kindly check the "I accept the end user license agreement" and then press on start setup. [silence]
47:00
Speaker 1
you, I checked that one too, right? also, as as as how do you want to use your range Extender as a wireless range Extender okay, choose your wireless network. enter the password. oh, I can type that. I i will do it. I want to know if it's doing it. and you no longer has this one, right? it has. Extender ahí está, Extender. ok. Connecting to the now work.
48:00
Speaker 2
[silence] yes ma'am sorry yeah, kindly also check that one [silence] and [silence] then yeah hey [silence] yes ma'am kindly select as a wireless bridge extender since this bridge extender will be used or connect as wireless to the router yeah [silence]
48:00
Speaker 1
Ri Ja, it says, still connecting to the network. Still connecting to the network. Okay, I have a question. I see on the app on my phone that on this dashboard, it says parental controls and right now it's off. So if I go there in parental controls, I got
49:00
Speaker 2
and just to verify, is the range extender, is now trying to connect to the network. all right. let's wait for one to two minutes.
49:00
Speaker 1
Guess I can find a way to, for example, block YouTube for some of the devices? Give me a moment.
50:00
Speaker 2
That's correct ma'am. However, uh it can only block the YouTube website, okay? Not the app itself because that feature is only like web pages or uh web-based. So again, once you block YouTube, uh rest assured that the device that you assigned on that feature cannot access like youtube.com. However, example for uh uh No worries ma'am. So yeah, again. Uh-huh. So it can block like youtube.com, but for example, ma'am, like phone, like it because it has a YouTube app, uh the phone.
50:00
Speaker 1
Okay, so it doesn't work. It doesn't work. Okay, so it says the extender is having trouble connecting to your wireless network. Try again or manually enter a static IP address. Okay, I just tried again. So now it's connected. Okay. Okay, so, yeah. So, it's not going to work because what I wanted was to block the YouTube app on my on my TVs on the TV so that my yeah.
51:00
Speaker 2
still be able to use this and again that feature is on, yeah. Yes ma'am. I see. Can you try to select uh try again on the screen? And then all right. And then let's wait, let's wait again for one to two minutes and if the issue persists, we are going to reset this range extender for the last time and then try to add it manually. All right I see yes ma'am that would yeah.
51:00
Speaker 1
Okay, so, it says, the extender is having trouble connecting. So, you want me to, Yeah, so, the computer says the extender is having trouble connecting to your wireless network. And, I can tell you, that the extender is blinking orange. Therefore, [silence]
52:00
Speaker 2
Okay. Yeah, you can do that one instead since the parental control feature has the option to block a specific device from accessing the internet. And, also, you are correct. You can also put a schedule device there, like block a certain website for a specific time. [silence] I see. You got that one. So, we might need to manually reconnect this network extender.
52:00
Speaker 1
1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11. 12, 13, 14, 15, 16, 17, 18, 19, 20, 22, 23, 24. Okay. 30 seconds. Good. Now it's blinking green.
53:00
Speaker 2
Can we reset again the range extender once more time? And again for reset, just press and hold the reset button for 30 seconds. [silence] Awesome. All right, and it's a light green. That's great to know. That means that we successfully reset the range extender and again ma'am, kindly reconnect your laptop to the default name
53:00
Speaker 1
then, so, I go to Wi-Fi again? or should I like oh okay so I go to wi-fi uh internet available links is for setup no internet open okay I open the browser and 192 .168 11 okay
54:00
Speaker 2
Yes, ma'am. Yeah. So, Yeah, kindly connect your, yeah, kindly connect your computer or laptop to that one. Thank you so much. And once your computer has been reconnected to the network, kindly re-access again or open a browser and then re-access 192.168.1.1 And then press the download button and save to the hard disk. So let me know once you are back on that setup page, okay? Because we're not going we're not going to wait. Wait, uh, wait can you go back to the to the first screen ma'am or to the one that says welcome to RE 7,000 extender setup page? Yes and? Great. Great. Uh can you see the option there that says manual setup or manual configuration? Great. Can you collect that one? Yes, ma'am. Yeah, that yeah, that's fine. And if you are on the page asking t
54:00
Speaker 1
admin. OK. and then login. yeah It says basic basic settings. Yes. Yes. Yes. so you want me to go where? Yes. so we're in. like. survey. Yes. says please wait. and site says please wait. OK. now it says
56:00
Speaker 2
Yeah, kindly enter admin- all in lowercase like a D.L.N. Yes, ma'am, all in lowercase. Yes, please. Are you already logged into the web user interface of the? That's great, kindly click on site survey or the site survey tab. Uh, site survey. Is there an there's an option there that yeah, kindly click that one and then is under. All right. Uh-huh.
56:00
Speaker 1
Much better, much better, Google Wi-Fi antenna, or antenna, whatever. There are two antennas there. . Yeah. So there is... there are two antennas, one that is 2.4, and another one that is 5 gigahertz. And both have signals. So? To decide, okay. I selected and then connect. And then... passphrase, which one? The Google Wi-Fi 2.4. Okay.
57:00
Speaker 2
Yeah. Can you connect your, can you see like under the 5 gigahertz? Is there, yeah, kindly connect your range, I'm sorry ma'am. Oh, okay great. Kindly connect to the 5 gigahertz band. Yes ma'am. Okay. Yeah, and then press press connect. Yeah, enter the Wi-Fi password. Yeah, that that's the that's the Wi-Fi password of the main router. All right. Yes, ma'am. That's actually fine. So let's wait for two to three minutes. [silence]
57:00
Speaker 1
No, it still says. Okay, I guess. I want it right now. My dashboard, I mean, do I need to go back to form? Can you go back? Here, Linksee range extended. Oh, yeah, it's showing. [silence] it says
60:00
Speaker 2
reset and reconfigure the range extender. So on your like computer again, or your phone, kindly check if they can already detect the new name of the range extender, which is your sorry, your sorry, the name of the router and the extenders. So yeah, kindly reconnect. You haha, I'm sorry.
60:00
Speaker 1
Okay. Okay. If I was going to ask you that, can I unplug it and plug it on the room? Okay. Now, I have, okay, I'm doing that now. I have a question. Now, on my app, it says four devices, one router. Shouldn't it say two routers because the, no.
61:00
Speaker 2
So, yeah, I'm sorry, man. So all you have to do is reconnect all your devices to the Not devices, but the devices that that will be located next to that or near to that wrench extender. Okay. So again, rest assured that the wrench extender is already online and working, since it is already showing solid green. So you can now on plug. Yes, ma'am. So. Yes, ma'am. And also, the recommended distance of this range extender from the main router is 10 to 15 feet. So. So, uh, uh. No, ma'am. Actually, uh, the thing is this wrench extender is one of our [silence]
61:00
Speaker 1
Okay, okay, wait. It's a type, okay. I still don't know what I would say, but. Okay. Okay, I see. So we just, we just plug it onto the other room. It's blinking green. Do you think that's normal? That's it's making - So we have to wait until it's solid green? Yeah, it's going to, it's going to take like a minute. Okay. Okay. Okay. Now, one more thing before I, before, um because okay, the most important thing right now is for me to be able to, to connect to my wi-fi, um for my laptop, no? Not for the standard, but the one that is here because I need to work. Uh, okay, so I'm going to my internet connections available.
62:00
Speaker 2
and national devices that mean that it it's not compatible uh-uh so yes man so it a-ha yeah yeah yes man uh just wait for 12 minutes and uh rest are sure that the light on that device will just turn back to solid green or amber. So as long as the light on the extender is solid rest are sure that it is online and work is all right aha
62:00
Speaker 1
It says Mac Vader, connect. Intel.com. I just want to make sure that I'm able to connect so I can work. Okay, connect. It says, connect and secure. Perfect. My laptop is back in business. Let me just make sure. [silence] Yes. [silence] Yes, my laptop is back in business. That's good because that's the most important. So now I need just to connect the rest of the devices, but that should work. Because [silence] right now... [silence]
63:00
Speaker 2
That's great to know, man. So, yeah, for, uh... Uh-huh. Yes, man. So, that's amazing. And, yeah, rest assured that all your devices, our Linux devices are already online and working. And thank you so much for your cooperation and, and thank you so much for the technical support for your sense as well. Um, I believe...
63:00
Speaker 1
okay thank you so much uh it's good I mean I mean I need to help okay okay yes exactly now I know that you that I can call you back okay perfect thank you so much I appreciate it okay thank you you too bye bye okay [silence]
64:00
Speaker 2
Thanks, is an expert regarding with this technology. So, thank you so much for his time as well. So again, uh, you're most welcome. So again, ma'am in the future like if you need further assistance regarding with your devices, just give us a call. However, again, you're most welcome again and thank you so much for your appreciation. So thank you again for calling.
64:00