V2 Rubric Detail — e1b95d00-6590-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 12:27
Duration
74m 44s
Contact
Jeannie Bineau
Issue Type
Speed/Performance
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#TE00133087
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow wireless connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall63.0% (+30.9)

V2 Grader Summary

The agent provided best-effort troubleshooting for an out-of-warranty device, used appropriate tools, and escalated correctly after unresolved performance issues. However, technical inaccuracies — including incorrect LED color description and invalid URL syntax — downgrade T3 to Not Met, despite otherwise strong ownership and escalation execution.

V1 Case Analysis

Customer reported slow Wi-Fi speeds (~250 Mbps) after ISP change; nodes show solid blue. Agent performed speed tests, channel scan, attempted admin password reset via incorrect web UI URL, separated 2.4/5 GHz bands, and confirmed firmware. No improvement. Escalated to L2, ticket 133087, callback scheduled.

Troubleshooting Steps
  • Speed test on phone via Speedtest.net
  • Channel Finder scan via Linksys app
  • Attempted admin password reset via incorrect web UI URL
  • Separated 2.4 GHz and 5 GHz SSIDs and changed security mode
  • Checked firmware versions on both nodes
Key Observations
  • Agent provided incorrect web UI URL (http://myrouter.local/ui/login/dynamic/index.html), which is not documented in Linksys KB and caused repeated errors.
  • Agent failed to validate customer's access to web UI before proceeding with complex steps.
  • Agent processed payment without clear customer consent or proper explanation of paid support terms.
  • Agent did not achieve a technical fix despite multiple troubleshooting attempts.
  • Call was highly inefficient with long silences, repeated steps, and confusing instructions.
Positive Highlights
  • Agent escalated the case to L2 and provided a valid ticket number (133087).
  • Agent captured the customer's preferred callback number (207-432-1368).
Agent Errors / Gaps
  • Provided incorrect web UI URL (http://myrouter.local/ui/login/dynamic/index.html), which is not supported by Linksys KB and caused repeated errors (error 2298).
  • Failed to validate customer's access to web UI before proceeding with password reset steps.
  • Processed payment without clear customer consent or proper explanation of paid support terms.
  • Did not follow KB guidance for admin password reset (should use http://myrouter.local or http://192.168.1.1).
  • Repeatedly asked customer to repeat information and gave contradictory steps, contributing to inefficiency.
  • Did not achieve a technical fix despite multiple troubleshooting attempts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue of slow Wi-Fi speeds on client devices was not resolved; the customer ended with worse speeds and no working fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed speed tests, channel optimization, and password resets, but troubleshooting lacked logical flow and failed to diagnose root cause (e.g., never checked WAN IP or ISP configuration).
R3 Met Correct resolution path conf 92%
Agent correctly identified out-of-warranty status, offered paid support, then provided full best-effort troubleshooting and escalated appropriately — aligning with OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked about lights, ISP, and speeds but did not systematically isolate the issue (e.g., skipped modem test, no CGNAT check, no VLAN/PPPoE verification for Xfinity).
T2 Met Appropriate tools / resources used conf 95%
Agent used the Linksys app, web UI (myrouter.local), and speedtest.net — all appropriate tools for mesh performance troubleshooting.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated nodes had 'solid green' lights (Linksys uses blue/purple/red); gave wrong URL syntax (http://myrouter.local/u-i/login/dynamic/index.html); claimed default password is always 'admin' (not true for all models).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent set expectations about paid service and escalation, but had long silences, unclear transitions, and lost control during web UI access struggles.
C2 Partially Met Confirmed understanding conf 87%
Agent used polite tone and repeated info, but used confusing phrasing (e.g., 'access bellow') and technical terms without confirmation of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, performed extensive troubleshooting, and only escalated after reasonable effort — no unnecessary transfers.
O2 Met Proactive follow-through conf 98%
Provided ticket number 133087, explained second-level escalation, set 24-hour callback expectation, and collected preferred callback number.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation occurred after reasonable L1 troubleshooting failed to resolve persistent speed issues — valid trigger per KB guidelines.
E2 Met Escalation prep & handoff conf 97%
Agent provided ticket number, explained next steps, set timeline, and informed customer about callback process — full escalation execution.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent repeatedly apologized and acknowledged frustration (e.g., 'I do apologize for the inconvenience') — demonstrated empathy under pressure.
X2 Met Tone & rapport conf 93%
Agent used patient tone, allowed customer time, and adjusted pacing (e.g., 'take your time') — maintained engagement despite technical hurdles.
X3 Partially Met Overall experience conf 89%
Customer repeated serial number, email, and credit card details; agent could have reduced effort by using case notes or guiding more efficiently.
Call Transcript130 turns · 137 lines
Speaker 1
This is alarming because I had called my Internet provider because we just had new Internet set up yesterday and I've already got a problem
00:00
Speaker 2
Welcome to lynx squared 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. lynx squared.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support might be available depending on the issue. Hi, thank you for calling lynxassed System. My name is Josh. How may I assist you today?
00:00
Speaker 1
They say that everything on their end is fine and that it's my mesh router that I have from you guys so I am calling to see who's right on this one?
01:00
Speaker 2
Mm-hmm. Uh-huh. I got this one, ma'am and I do apologize for the inconvenience. Uh, since you mentioned that you just changed your internet service provider, uh, that means that you really need to reset and reconfigure your mesh devices. However, ma'am, before we proceed, can I know how many len HD DEVices do you have? get that one, ma'am. And is the parent node already plugged in into this new modem? Okay, great. So, for record proposes, can I have the serial number of this parent node, please?
01:00
Speaker 1
okay. Okay, okay, Okay, the serial number is If I can If I can. Three eight. U is in unicorn one zero. M is in Mary five four. Z is in cat. one eight five three one. That's correct.
02:00
Speaker 2
All right. It can be found underneath the NodeMem or router. Mm-hmm. All right, thank you so much for that one. Let me verify the serial number of disparate node to make sure that I got it correctly. So it's 38U for umbrella, one zero M for Mike, 54 C for Charlie, one 8531. Is that correct? Thank you so much.
02:00
Speaker 1
My name is Jeannie bonneau. Yes. Jeannie, J-E-A-N-N-I-E. bonneau, B as in boy, I-N-E-A-U. I'm trying to think which one I set up with you guys. It could be a couple. It could be my name Jeannie bonneau at metrocasat.net. It could also be G-N-E-B at metrocasat.net. Or lastly, it could be my Gmail, which one is it? Was it the second one? [silence]
03:00
Speaker 2
For confirming and may also have your first and a lasting, ma'am.
03:00
Speaker 1
Well, the only active one I have is 4GNEED at Gmail.com. I ended up having it's the number four. Go ahead. And then G as in Good, N as in Nancy, E as in Edward, E as in Edward, B as in Boy at gmail.com. Um it is, Affinity. Yes, it is Blue.
04:00
Speaker 2
I'm sorry, ma'am. Uh-huh, I'm-hmhmhm. Thank you so much for that one, ma'am. So again, ma'am, may I know who's your internet service provider? Comcast. Xfinity. All right, so thank you so much for the information that you have-h I, sorry, that you have provided. And may I know the light behavior on this current node? I'm, sorry, is it showing solid blue?
04:00
Speaker 1
Yep, solid blue. Did I, should I take it off of Wi-Fi calling so you can hear me better or? Okay. Okay, perfect. Let me go. Yeah, when I was doing the speed test to it, to the parent node, I was getting in less speed than they say I'm supposed to be getting, but it was decent. Um, the one, the child node is also solid blue. Yes.
05:00
Speaker 2
See if uh don't worry ma'am rest assured that I can hear you better or I can hear you fine however uh thank you so however regarding with this parent node ma'am uh solid blue actually means that the node is online or working so and what about the child node what's the light behavior on that no worries. Solid blue.
05:00
Speaker 1
Mm-hmm. Well, yeah, it's only a little bit less, but the issue is what it's pushing out is considerably less. Like, um, the parent node is getting, um, I think over 900 megabits per second, but it's pushing out to, like, my phone when I tested it is, like, 250. Oh, how many? Let me see. [silence]
06:00
Speaker 2
To set your expectations, solid blue indicates that a node is online or working.
06:00
Speaker 1
14, 15 ft away. It's n it is like our television, you know, we were streaming and it was buffering last night. Very frustrating. I'm like, why? And the television that's buffering is three ft away. and the television that's buffering is three ft away.
07:00
Speaker 2
14 and 15 feet and are all devices ma'am experiencing the same slow internet connection when connected to the mesh network or it is just your phone. I see. I see got it. got this one ma'am. For that one we might need to optimize the system. However ma'am, before we proceed for the troubleshooting, I'm gonna set your expectation regarding with the hardware warranty status of your devices okay? Uh the thing is appearing here on our end uh warranty status of your nodes uh have already expired and
07:00
Speaker 1
frustrating. guess I'll pay the $15.
08:00
Speaker 2
and I really do apologize ma'am 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 one hour, but it will cost you $15. Like one five. Yes, ma'am. However, ma'am, if you don't want to avail the paid service, I can actually send you a step-by-step instructions via email on how to actually personalize, I'm sorry, optimize the system. And yes, ma'am. Yes, ma'am.
08:00
Speaker 1
well you don't want to blank all right. Oh, okay. How long is a warranty for these? [silence] when does it expire? when does it expire? Yeah. Okay. [silence] beautiful, okay.
09:00
Speaker 2
I really do apologize but we do have a process that for out of warranty device. Yeah. However, again if, however if again ma'am if we don't want to availing. Mhm. Yes, ma'am. Uh, yes. Uh, to set your expectation, your node or router has a three years hardware warranty. And according here on our tools, the the warranty status or the warranty date of the node has expired on May 11, 2026. Yes, ma'am. A month ago. It just expired a month ago. Mhm. However, again ma'am as I mentioned earlier if you don't want to avail the paid service uh rest assured that I will be sending you a [silence]
09:00
Speaker 1
I'll just leave this for now. Okay. Wait, I was gonna have you do it. Hello? Are you there? I should have. Yes. Yes, I do. Okay. Thank you.
10:00
Speaker 2
step by step instructions and for sure it is just the same instructions that if ever you will go or avail the paid service Mm-hmm I understand ma'am and rest assured that you will receive the email within 5 to 10 minutes okay got it ma'am and again thank you so much for calling links ma'am you have a great day oh yes ma'am I sorry you want to avail the paid service oh oh got that one ma'am so for this one ma'am I'm going to put the call on hold for one to 10 minutes okay I just need to uh prepare myself okay ma'am you're most welcome
10:00
Speaker 1
this is HF the, HF, HF 0 Z, 548 26. 7558 6067.'d zéro 130 777 is everything's good except for the first letter is Jed in jump. Yes.
13:00
Speaker 2
All right. And I have the expression of now in your a year key. uh huh. And what about that for three digits security code? All right. Thank you so much for that one ma'am. and I'm going to verify again your first and last name. Your first name is spelled as G for goat, A for, uh, E for Edward, A for apple, Nancy, Nancy, India, Echo. Is that correct? I C J a jar. Uh huh. and your last name is T for Boy, I for India, N for Nancy, E for Edward.
14:00
Speaker 1
Yes. Yes. Okay. My, on the credit card, instead of putting Jeannie, put J-E-A-N, um, because that's the legal name that I go through. J-E-A-N. Yes, on the credit card. Yeah. Just one N. For example, thank you. .
15:00
Speaker 2
A for Apple and a for umbrella. Is that correct? All right. So I'm gonna place the order here now and rest assured. Jesus. Yes ma'am. I see. On the credit card. So, sorry. It was J E A N N, ma'am. Just one N. Hold on ma'am. Hello ma'am. Thank you for patiently waiting. It's your expectation I have already placed the order and rest assured that you will receive a copy of the receipt on your email again. So again ma'am your email address is number sorry number four which for J4D na and Edward Edward g4 boy at g.com [silence]
15:00
Speaker 1
It's the number four, like g for good, yeah, e is in edward, b is in boy.
17:00
Speaker 2
[silence]
17:00
Speaker 1
Silence. [silence]. Umm, okay. Uhm, but you're experienced, eh? Yes. Iconn. Yes. Hmm.
18:00
Speaker 2
Okay, so on the app, ma'am, kindly press or tap on the menu icon. [silence] No worries. [silence] Yes, ma'am, that's correct. [silence] Okay, so on the menu icon, we will, just to set your expectation, we are going to do another speed test, okay? So, on the menu icon, kindly press again on the speed check or speed test and then run under router to internel.
18:00
Speaker 1
Be sure to check your router to the internet. The ping is 13 seconds. I think it's still checking the other ones. It's still testing yeah.
19:00
Speaker 2
Yes ma'am, that's correct. Uh-huh. Mm-hmm, no worries, ma'am. Hello, ma'am. Is the app still testing or?
19:00
Speaker 1
It's still testing the upload speed. It hasn't set it yet. Oh, here's the result. Okay. Download is 932. Upload is 121.121 for the upload. Mm-hmm. Yes. Mm-hmm. Okay. Yes. Yes. It's still testing, so let's wait. Okay. Uh-huh. Network management. Yes. Mm-hmm. I was getting 932 down and 121 up, and it seems like it's testing everything, so let's see. Okay. Are you there? Okay. Hey. [silence] Okay. Let's go face first with Agust for a mirror and let's not add any speed. Check mark for checking.
20:00
Speaker 2
Uh huh. All right. Uh huh. And how about the download speed? Ma'am I know you see it, if if it still Aha, got this. All right. Mm-hmm. 131 for the upload, is that correct? One two one. All right, got that one. So on the Lynx app, kindly close the speed test or speed check tab and then go to the network administration tab. Uh huh. Yes, ma'am. Aha, and then kindly tap on nodes. Uh huh. And then kindly tap on.
20:00
Speaker 1
Okay. It says negative 68 dBm. Uh-huh. Mm-hmm. Okay.
21:00
Speaker 2
So on that screen, ma'am. You should be able to see the signal strength of this child note. And once you see it, kindly tell me the signal strength value. okay. okay. -68dbm. All right, thank you so much for that, ma'am. So actually, ma'am, this child note is you getting a good or average signal strength, coming from your parent node, since it has a negative 8dbm, okay? So let's now optimize the system. So again, on the app, kindly close the network administration tab and then press on the Wi-Fi settings tab. Let me/so on the Wi-Fi
21:00
Speaker 1
yes okay okay okay okay okay okay okay okay okay okay okay okay yeah
22:00
Speaker 2
Sure. On advanced settings, or advanced Wi-Fi settings. All right. And then tap on channel finder. Uh-huh. And then press or tap on scan channels. All right. Uh by the way, ma'am, by doing this process, the internet connection will be in sorry, will be interrupted. However, rest assured that it will reconnect within three to six minutes, okay? Thank you. Uh-huh. Hi, ma'am, so, while the app is still searching for the recommended channels for the system, may I know again the operating system? [silence]
22:00
Speaker 1
This is an iOS. An Android, I mean Apple? Uh. Um, I believe it is a ah, uh. 17th. Let me check. Hold on. I will tell you in a second. about. It is an iPhone 16 Pro Max. That's correct.
23:00
Speaker 2
is it like an android or iphone? uh huh, should i know the exact model? no worries man, thank you so much for that one, and again when you test this iphone to the system, when you did the speed test it was only getting two hundred mbps, is that correct? uh huh, i see
23:00
Speaker 1
yes no we were experiencing it before we were quite irritated with the um you know but originally sure yeah okay um yes [silence]
24:00
Speaker 2
And one of the issue is that your smart TV keeps buffering when you try to use it. That correct as well, ma'am? And, by the way, were you experiencing this issue before? Or you only experience it when you change your internet service provider? I see. I see. Got this one, ma'am. And don't worry. Got this one. All right, ma'am. So, don't worry once we, like, once we, our links up, we'll be or we'll be done optimizing the channels for the system. We will do another speed test on your client devices, like your iPhone or your TV, and check if there will be an improvement, okay? Okay.
24:00
Speaker 1
the mesh system that we have, um, is it capable of handling one gig? Okay. Okay. Okay. Right. Okay.
25:00
Speaker 2
oh madam rest assured that these nodes that you have is uh or are able to handle 1 gigabit or 1,000 mbps. [silence] The parent node is able to get uh as you mentioned earlier uh 900 plus download. And however it is um it is normal if you are like if your wireless devices aren't be able to get that uh speed. However, the 200 mbps is it's like uh quite a difference. It should your phone should be able to get at least like 600 or 500 mbps when connected near the system. And that's the reason as well why why we are going to optimize the system.
25:00
Speaker 1
it's still scanning it is a little more than half yes so it says they it says they optimized we optimize the Wi-Fi channels to improve Wi-Fi speed and band width yes
26:00
Speaker 2
So, still scanning. However, on the bar is it already on the end of the got that one ma'am. uh by the way, do you have a computer ma'am that is connected to the mesh network? correct. got that one. And is it a Mac computer? Okay. That's great to know ma'am. So again on your phone uh to test the speed test coming from the parent node for now kindly move or relocate your device uh next to the parent node.
26:00
Speaker 1
Go find. I'll [silence] Yes. Yes. Yes, I'm inside the [silence] [silence] okay. Okay. [silence]
27:00
Speaker 2
And just to confirm, are you still using the Wi-Fi calling for this call? [silence] And does your phone has a cellular data or mobile data, ma'am? [silence] All right. Okay, that's great to know. [silence] So, is your phone already relocated next to the parent node? [silence] Okay, great. So, for now, ma'am, kindly turn off and on the Wi-Fi on your phone. [silence] Just do it quickly so that our call will not be disconnected. [silence] However, if ever our call will be disconnected, [silence] we're assured that I can just process a call back for you. [silence] So, for now, just turn off and on your phone's Wi-Fi. [silence] Thank you.
27:00
Speaker 1
[silence]
28:00
Speaker 2
uh...have you already turned off and sorry maam uh...thank you so much for that one and again on your phone can you now do a speed test so first speed test you may use speedtest.net or fast.com [silence]
28:00
Speaker 1
Okay. I'm waiting for Google to come up. It's taking a bit. I mean, it's still trying. Hold on. It shouldn't take this long to open a webpage. It says it is connected. Now I got out of that page. One second.
29:00
Speaker 2
Uh speedtest.net is staying with me. Just take your time. Mm-hmm, uh for now, I'll check if your phone is like reconnected to the mesh network man, because it could be possible that the phone isn't connected to any network. Mm-hmm. No worries man. Uh-huh.
29:00
Speaker 1
[silence] It says my phone is connected to the primary node. Mm-hmm. Mm-hmm. Mm-hmm. Okay.
30:00
Speaker 2
uh, huh. And then, again, try to do a speed test using Speedtest.net. So to do a speed test, ma'am, on your phone, you need to open a browser like Safari or Chrome and then type in Speedtest.net in one word and the address bar and then tap enter.
30:00
Speaker 1
OK. So it's sitting directly in front of it. It is download speed of 526, a ping of 34. And download I mean, I don't know what the upload is. Yeah, I see. It says...
31:00
Speaker 2
you. Upload. it's only you and that's actually fine, ma'am, since you are using your phone to do a speed test or as and it is normal if you can only see the download and the ping. So, yeah, upon doing another speed test, ma'am, it seems like there's an
31:00
Speaker 1
now I am retesting it in the kitchen where I had the issue before where it was that 250 and now it's at 366 which is still pretty slow.
32:00
Speaker 2
an improvement regarding with the internet speed of the system and going through your devices however on the TV let's try to test on the TV right now and check if it's still experiencing some buffering and may I know how sorry and may I know which node is your phone like near right now like is it on the child node or on the parent node
32:00
Speaker 1
I am sorry.
33:00
Speaker 2
The reason for this one, ma'am, where you're getting only 300+ is the distance will deteriorate the Wi-Fi speed or Wi-Fi signal in between the parent and your phone, like client device. So, that's the reason why it is only getting 300+ in BPS. So, actually, we can try to, for this one, we can try to, like, uh, like separate the bands so that we can test that your devices or this phone is still able to get at least 400 or 500+ when connected to the 5 GHz band, which is the fastest band of the system. So, would you like to separate the band instead and then run another test? [silence]
34:00
Speaker 1
Okay. mid. I think I'll have to do this. Thank you. [silence] Mm-hmm.
35:00
Speaker 2
up. Okay. So, for that one, we need to use your laptop to access the web user interface of the system. Okay? So, just let me know once your laptop is ready, madam. [silence] No worries, ma'am. Just let me know once you are ready. [silence]
35:00
Speaker 1
Okay. Is it a window? It seems [silence] uh, you seem to lay, yeah, it's definitely more than 10. It's anywhere from, I mean, currently right now it says there's 16 devices on it and yesterday I saw it say 23. Okay. You seem [silence]
36:00
Speaker 2
By the way, ma'am, I know the operating system of the laptop, is it a Windows or a Mac? Windows. All right. And while waiting for this laptop to be rebooted, may I know how many devices do you have? Like, how many devices that are using your system? Is that more than 10? or... more than 10? Mmm. I got this one, ma'am. And again, thank you so much for that information.
36:00
Speaker 1
Your connection is not private. Okay. [silence]
37:00
Speaker 2
on your. Great. So on your laptop kindly open a browser like. Chrome and then type in. And the address bar like the upper search bar. Http colon double forward slash my router. And then that local. So h t p colon double forward slash my router.local. And then press enter. That's actually fine ma'am. On that screen there's an option to bypass that message. All right. So. I'll.
37:00
Speaker 1
Yes. Yes. access develop. Yes. Did not like admin. I'm trying to remember what I did.
38:00
Speaker 2
Just press, uh, advanced and then click on proceed to my router dot local link. Alright, so are you now on the screen asking you or telling you to install the Linksys app? So if are you on the screen, uh asking for an router password, correct? Okay, great. So by default, the password is admin all in lowercase. However, if you customized the router password, you may use the customized password instead. Okay. And don't worry, if you forgot.
38:00
Speaker 1
mmhmm. okay. it's not yeah. mmhmm. mmhmm yes.
39:00
Speaker 2
got the router password, rest assured that we can just reset this router password. And again, and resetting the router password will not disconnect your devices from the network since we are not resetting the Wi-Fi password. Uh-huh, that's fine. And that's fine, man. So on the screen, there's an option there that says reset password or password reset, kindly click that one. And after that, kindly enter the five digits recovery key coming from your parent node or from the parent node. All right.
39:00
Speaker 1
Yes. Hmm. Hmm.
40:00
Speaker 2
Hello, ma'am. Did you already enter the dashboard? So, ah after that, I assume it will ask you to create a new router password, okay. So, yes, kindly create a new password. However, make sure the new password meets the requirements, okay? Thank you.
40:00
Speaker 1
question is encounter and unexpected error. please visit tactical support. Yeah. 2298. Yes. Mm-hmm..
41:00
Speaker 2
I'm sorry. May I have the. error message please? Is it 2998? 2298. All right. Thank you. Thank you so much for that.
41:00
Speaker 1
No, I can use the Chrome browser. Let me turn. that? Yes, that was Microsoft Edge, but I can go into Google.
42:00
Speaker 2
Yeah. so currently you are using Chrome Browser is that correct? Uh Huh. Uh, Huh. Just for record purposes, I know what browser currently you are using is it edge? Uh Huh. Yes, ma'am. For isolation purposes, let's try to reset the admin password using Chrome.
42:00
Speaker 1
uh Push and uh...wait wait now heat. It is thinking, it says facing. All right, new password. Unexpected air. does it not like that? Yeah, it's the same error message. So, is it that I'm putting in a... uh symbol it doesn't like? Like.
43:00
Speaker 2
Uh. Uh. Uh. Uh. Uh. Uh. Uh. Got this one. Mat. So. [ silence] Let's try this to let's try to access the web user interface using a different URL instead. Okay? So. [ silence] Tina used Chrome. So. On your Chrome browser, Tiny pressed the new tab or kindly open a new tab.
44:00
Speaker 1
Okay. Yeah. So, HTTP colon? Yep. Mm-hmm. Yes. Okay. Mm-hmm. Bh and Bh colon? Mm-hmm. Mm-hmm. Mm-hmm.
45:00
Speaker 2
and then, in the address bar, type in, h-t-t-p colon double forward slash my router.local colon, yeah, double colon forward slash, my router.local forward slash u-i like U for umbrella, I for India forward slash login, sorry about that.
45:00
Speaker 1
Uh-huh. Yes. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Why am I getting this warning? Okay.
46:00
Speaker 2
forward slash dynamic forward slash index dot HTML so in the address bar you should type in http colon double forward slash my router HTML
46:00
Speaker 1
go to advance or continue. Okay. If I push continue, yes, it wants me to put in a password. No, it just says access vellup.
47:00
Speaker 2
Yes, ma'am. Again, can you go to advance? Uh-huh. And I assume you are already again on the screen asking you to download the app. If so, just click on the phone images. I'm sorry, ma'am. Are you back on the bellow setup screen, like asking for a router password on the screen like is it asking to enter a new router password? Or access bellow? All right. So by the way, uh when you log in into the Lexis app,
47:00
Speaker 1
I don't-- No, I just have it. O. Yes, the router password, yes, I see where the Wi-Fi setting is. Um, one. Mhm. Okay. So, I'll make sure I did it right. Um, nope. I don't see it.
48:00
Speaker 2
uh-huh before we before we try to change again the router password can we try to use the router password the same password that you use when you log into the links that worked let's try if that works no worse man it again it just take your time HEN on that's it's I understand man as soon as a
48:00
Speaker 1
Word is saved on my phone. Let me check. Okay. This one. [silence] I am trying a different one. Let's see.
50:00
Speaker 2
Uh, hello ma'am, how's it going there? Huh, no worries
50:00
Speaker 1
takes forever. No, it's still not going. Still not working. Mm hmm. Okay.
51:00
Speaker 2
i see up for this one ma'am since we are already using a different URL let's try again to reset the admin password okay however if we are still getting or if we will still get the same error message we will like isolate or further isolate the issue and then try to reset the password on the lynx app instead all right so again on the screen just click on the reset password and then enter again the five digits recovery key from the parent node.
51:00
Speaker 1
Okay. I think it worked this time. It looks like we're doing something different. Okay. We got it. We're in. Okay, other. Okay, go This is turned off Oh, okay. } Oh, okay. Okay, go see. Okay, okay, okay, okay. Okay, there is two different there, it is video calls and by device, Oh, go both facts. Okay, okay. I Okay, okay, go Okay, okay. I Okay, okay. I Okay, okay. both okay Okay, okay. I
52:00
Speaker 2
it's off so uh finally the hud on and then just toggle it back off and then press and apply that's fine ma'am so just toggle it uh yes ma'am wait uh before uh after you toggle it on uh make sure to press okay uh and then go back to that uh then press okay and then go back to the the priority tab and turn it off and then press again okay all right thank you so much for that uh so currently
53:00
Speaker 1
almost one second. off. okay. Yep. okay. Yep, we're good. I see. okay. nodes are up to date for firmware. yes.
54:00
Speaker 2
I mean, so right now, this feature is now turned off. Correct? No worries. Then make sure to press, okay, yeah. All right. Thank you so much for that one. Uh-huh. So, on the connectivity on the web user interface, kindly close the tab and then click on the connectivity or connectivity tab. And you should be able to see the current firmware version of the nodes, man. Uh-huh. And just to make sure, may I have their, yeah, may I have their firmware version?
54:00
Speaker 1
Primary is 1.0,0,0.0,321. That's correct. Okay. [silence] Mm-hmm. Okay.
55:00
Speaker 2
Thank you. And just to confirm, both nodes have the same former version, correct. Thank you so much for that one. So, you may not close the connectivity tab and then click on the Wi-fi settings tab. So, on the Wi-fi settings tab, ma'am, we will try to separate the network. Don't worry, this is just for isolation purposes. So, all right. So, on that screen, just you may simply rename the 2.4 band. So, for example, if you
55:00
Speaker 1
OK. OK. OK. So I can just add, well, like a two point four or the 5GHz 1 or GHZ 2? OK. OK. Um, for before I save them, um, okay. Both are the W, oh, well, actually all three are WP A2 Personal
56:00
Speaker 2
[silence] yes. Yes, ma'am that's, correct. And [silence] once you [silence] like once you are done personalizing or changing the wi-fi name of the 2.4 [silence] can you also tell me the security mode of both bands?
56:00
Speaker 1
Professional. Yeah. Okay. Then I would be free. Okay. So as you are updating Wi-Fi settings to [silence]
57:00
Speaker 2
Can you change their security modes to WPA3, WPA2 mixed personnel? Yeah, that goes for all three of them. And then just press apply once done. Thank you. yes: can you check or can you see if the new. settings that we just change, or did already been saved... Uhuh, yeah. So on your phone, can you go back to Wi-Fi .
57:00
Speaker 1
Okay, okay. It has- Yes, it shows that you can see, yes. Okay, which leg, because I have the [silence] 5.1 or [silence] 5.2.
59:00
Speaker 2
Pi and check if it can already detect the 2.4 band, or the new name of the 2.4. Okay. Great. So, amazing. So, let's now try again or we will do another speed test on your phone. So, again, for now kindly move your phone closer or next to the parent node. Made sure. That your phone is still connected to the 5 gigahertz. Uh. Uh. Oh! Hmm. Don't worry ma'am. The 5 gigahertz is just like. Um. It's more like an. an. an.
59:00
Speaker 1
Okay, but it's detecting both, so that's why I was asking you which one I should be connecting to. Uh, they had three different legs, so I put three different, you know, like there was three different ones, so I put them separate. Should I have changed them? Okay. Mhm. [silence]
60:00
Speaker 2
Oh an extender than the five labored one. So your devices and it is normal if they can only detect one five gigahertz, okay? Since the wait are just confirm, uh are these both five gigahertz, uh have different names or this is this same Wi-Fi name. Uh for for each of them. Uh, and no and no worries, ma'am. Rest assured that that's actually fine. So you can connect your phone either on the or either on the five gigahertz band. So again, just make sure that the phone is located next to the parent node, okay, and connected either of the five gigahertz.
60:00
Speaker 1
first I Okay. I just have to start stuff with password in again, hold on a second. And I never do something easy, which is what that's my husband, he's like, " Does it have to be complicated?" I'm like, "Yes, it does." Okay. [silence] All right, I'm connected there. Then, we need to do this, right? [silence] [silence] it's taking a while to load up [silence] why? [silence] [silence] But, yeah, it takes
61:00
Speaker 2
Now, and again, kindly open. Yes, kindly on your phone do speed test, like using speed test.net, so you need to open another browser. Huh. And just to make sure the phone is connected to the five ghz band, correct? Excellent. All right. That's, good. No, worries, Ma'am. [silence]
62:00
Speaker 1
ever for the page to load before I can even test it. Correct. Yes. So, it just it's taking forever to load www.speedtest.net.
63:00
Speaker 2
Just to confirm, you are running a test using a browser like speedtest.net, not on the Linksys app, correct? All right. Got that. One. I'm going to go ahead and I see for isolation purposes, ma'am, try to use a different browser instead. If if you're sorry, if you're experiencing the same issue, try paste.com.
63:00
Speaker 1
Okay. So it's worse. So sitting in front of it is 451 with a ping speed of 32. 32.
64:00
Speaker 2
i'm not sorry my measure, rise 51 and what does again the paying 32. All right. So.
64:00
Speaker 1
Correct. Okay.
65:00
Speaker 2
Yeah, so, so it gotten worse because before we will, we were able to get 526 and a ping of 34. So, and to confirm this phone is connected to the 5Ghz band, correct? Uh huh. Uh, can you try to turn off and on the Wi-Fi again one more time and then run another speedtest and let me know if we will be getting the same uh speedtest result. [silence]
65:00
Speaker 1
I'm speaking. <start_of_audio>Buffering. I'm on Google Chrome and it is buffering. [silence]
66:00
Speaker 2
Mm-hmm. Oh.
66:00
Speaker 1
it's still buffering. Yes, and I'm sitting right in front of it.
67:00
Speaker 2
I see, however the phone is still connected to the 5 GHz band of the mesh system, correct? I see. Mhm. What about on your laptop instead? Try to do a speed test on that device and let's see if there's a big difference regarding with this phone of yours and the laptop.
67:00
Speaker 1
My phone says there is no internet connection. So let's see, about. Let's see about the laptop. I just put in the password. 0. And it is providing me with mess...
68:00
Speaker 2
I see. uh-huh yeah yeah yeah
68:00
Speaker 1
Yes. On the parent node, I can go upstairs to the other one. Okay. The parent node. is 441.
69:00
Speaker 2
However, ma'am, the lights on both nodes are still showing solid green. got that one. that's actually fine ma'am since we are like testing the speed test while we are next to the parent node. mm-hmm. yeah. [laughter] [silence]
69:00
Speaker 1
441. Yes, 441. It's buffering. I just said retry, so it's buffering. close it out and try a different again.
70:00
Speaker 2
400. I'm sorry, what was that? 441? 41. Uh huh. Thanks so much for that one. And your phone still not be able to connect to the Internet correct? I see. Um for this one uh yeah. You can do that ma'am. However, for this one, we might need to reset and reconfigure the system in order for them to like to refresh their settings back to factory default. And however ma'am I'm gonna set your expectation that your paid service or like the 60 minutes service are almost over. However, in order
70:00
Speaker 1
Okay. Does that mean I have to pay more money? Okay. Okay. [silence]
71:00
Speaker 2
For your money, will not be put in vain. I'm gonna escalate or forward your case to our second level technicians, and they will be the ones who will be assisting you further, okay? No need, ma'am. I will just forward your case to our second level technicians, and then they will be the one who will be further isolate and troubleshoot the system, okay? So, for this one, since your case will be forwarded to them, rest assured that you will receive a call from them within 24 business hours. So, however, for now, yeah, rest assured that your nodes are online. It is just that some of your devices are getting wireless, sorry, slow wireless connection. And yeah, rest assured that they will be, they will be able to isolate and try to fix this issue for you.
71:00
Speaker 1
Okay. (continues)
72:00
Speaker 2
By the way, your ticket number, ma'am, is... By the way, do you have a pen and paper there because I'm going to provide you the ticket number. No worries. All right? Mhm. Got it. So, your ticket number is 1-3-3-0-8-7. Yes, ma'am. All right. So, again, ma'am, I really do apologize for the inconvenience and thank you so much for your patience and cooperation. And as I mentioned earlier, kindly wait for our second level technician to provide or give you a sorry, to process a call back to you within 24 business hours. Okay?
72:00
Speaker 1
What if I'm not available to get the call at the time? silence Call me my call back number 207-432-1368. Um I don't know. I'm running a business from the house that I also have um other appointments that I have to go to. So
73:00
Speaker 2
ah don't worry if for example if you did not like answer the call during their callback process rest assured that they will just send you an email for it and they will ask for your uh preferred callback number however if you have a preferred callback number you can just uh tell me tell it to me instead so that i can put it here on my notes [silence] uh huh and what about your preferred callback time [silence] i see uh yeah uh don't worry ma'am if again if
73:00
Speaker 1
Okay, thank you. Okay,
74:00
Speaker 2
you missed a call from our second level technician rest assured that they will just send you an email okay? and so i will leave on the email they will ask for your preferred callback number i sorry call back time then there. so so again ma'am and again I really do apologize for the inconvenience and thank you so much for your patience. thank you again for calling linksys man. you have a great day. bye for now.
74:00