V2 Rubric Detail — e1d65baa-7740-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-04 00:39
Duration
100m 58s
Contact
James Warren
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135881
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall15.3% (-6.7)

V2 Grader Summary

The agent failed to resolve the issue, skipped key diagnostics, and provided factually incorrect information. Despite some troubleshooting attempts, the agent defaulted to selling new hardware instead of escalating or fully diagnosing the faulty node. The call lacked ownership, structure, and accurate technical guidance, leaving the customer with unresolved connectivity problems.

V1 Case Analysis

Customer reports three MX500 mesh nodes with inconsistent LED states (purple, red, blue). Agent provided multiple inaccurate instructions including wrong default SSID ("Belkin molecular wildlife"), incorrect URL ("myrouter.link"), and invalid LED color ("magenta"). 5-press method was incorrectly described. No resolution achieved; call ended without clear next step.

Troubleshooting Steps
  • Collected serial number and attempted model identification.
  • Guided through power-cycle and 30-second reset of each node.
  • Attempted 5-press pairing method with incorrect instructions.
  • Directed customer to use Linksys app and access myrouter.local (incorrect URL given).
  • Attempted Ethernet backhaul and app reinstall.
  • Guided through web interface login and Wi-Fi name/password change.
Key Observations
  • Agent provided multiple materially incorrect technical details: wrong default SSID, wrong URL, and invalid LED color (magenta).
  • 5-press method was described incorrectly as 'press and release one per second five times', which does not match the documented procedure.
  • Agent failed to confirm the actual product model (MX500 is not a valid model) before giving model-specific advice.
  • Call ended without a clear resolution or next step, despite customer remaining engaged.
  • Agent did not verify internet connectivity at the modem before proceeding with mesh configuration.
  • Final minutes of the call shifted to product recommendations without resolving the original issue.
Positive Highlights
  • Collected the device serial number and attempted to identify the model [20:00].
  • Acknowledged the out-of-warranty status and explained support limitations [23:00].
  • Attempted multiple troubleshooting steps including resets, app navigation, and Ethernet backhaul.
Agent Errors / Gaps
  • Provided incorrect default Wi-Fi name ("Belkin molecular wildlife") [30:00].
  • Directed customer to "myrouter.link" instead of the correct local URL (myrouter.local or 192.168.1.1) [55:00].
  • Repeatedly referred to non-existent LED color "magenta" [27:00, 75:00, 92:00], which is not a valid state for Intelligent Mesh nodes.
  • Gave incorrect 5-press method instructions: 'press and release one per second five times' [29:00], contradicting the documented 5-press escalation method.
  • Failed to confirm the actual product model (MX500 is not a valid model; likely MX5300 or MX5500) before giving model-specific advice.
  • Did not verify internet connectivity at the modem before proceeding with mesh configuration steps.
  • Did not establish a clear next step or escalation path after troubleshooting failed.
  • Ended the call with vague product recommendations instead of resolving the original issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Call ends without confirmation that all nodes are online; customer still reports blinking red and solid blue nodes, and agent shifts focus to selling new hardware instead of resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent initiated troubleshooting with resets and app reinstallation, and guided the customer through web interface access, but skipped foundational steps like modem test, firmware check, or speed test.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared OOW device ineligible for support and pushed a new purchase instead of offering best-effort troubleshooting or escalation for a confirmed hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified LED states and attempted to correlate them with setup mode, but failed to diagnose root cause (e.g., no WAN check, no firmware verification, no ISP validation).
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any diagnostic tools (no remote session, no firmware check, no speed test) despite having the customer access myrouter.local, missing an opportunity to validate configuration.
T3 Not Met No misinformation conf 98%
Agent stated the default Wi-Fi name is 'Belkin molecular wildlife' — factually incorrect (Linksys product); also misdirected on password location and reset procedures.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control with jokes ('I will wait. I'm just joking'), contradictory instructions, and chaotic transitions between reset methods and app steps.
C2 Partially Met Confirmed understanding conf 87%
Agent used simplified terms like 'mother node' and 'child', but failed to confirm understanding and used inconsistent, technical reset instructions without comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent avoided ownership by redirecting to a new product purchase instead of resolving the existing system’s node connectivity issues.
O2 Not Met Proactive follow-through conf 91%
No clear next steps or timeline provided; agent gave disjointed instructions without confirming completion or setting follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff or repeat contact observed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite clear signs of hardware fault (unresponsive node, persistent red LED) and customer frustration — a warranted escalation trigger.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed; therefore, correct team, details, and customer notification were not provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized briefly and acknowledged effort ('you've done this already'), but did not sincerely address frustration or repeated contact fatigue.
X2 Not Met Tone & rapport conf 90%
Agent maintained a single, rushed tone despite customer confusion and repeated requests for clarification, failing to adapt pacing or style.
X3 Not Met Overall experience conf 93%
Customer repeated model, serial, and LED status multiple times; agent did not use or retain information, increasing effort.
Call Transcript137 turns · 152 lines
Speaker 2
Welcome to Lynksys Support. To ensure quality service, your call may be monitored. For in-waranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynksys.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 select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of [silence] LINKSYS my name is Nate. can I know who am i doubly
00:00
Speaker 1
the, with the link bot. and um, yeah. Well, I had a purple light my, my internet has been my, my modem has been having trouble for the last couple days and I, I have a mesh system at MX5 0 0 and I swapped a couple around, but I'm getting a, I'm getting a solid purple light right now, three. Oh. Okay.
13:00
Speaker 2
[silence]
13:00
Speaker 1
Okay. No, no, no, no. See, one of them's purple, one of them is red and one of them is blue as far as the lights on them. [silence] Okay, I have them all.
14:00
Speaker 2
done? I will wait. I'm just joking, oh, OK, uh, bring it down. I will, I will wait for uh, hmm, hmm. Well, night.
14:00
Speaker 1
Now, do I need to plug them all in or just one? I didn't bring all three cords. I thought you just, I thought you'd let me adjust the nodes.
15:00
Speaker 2
I need you to plug it back, plug it in and tell me the color of the light. All, all three. Ah, you had to, sorry, my friend. Sorry. Oh, my God, you got me there, sorry. how's it, James? did you plug the power now? tell me the color of the light. sorry.
15:00
Speaker 1
It's out of sight, so it's a little tricky to get them all, to bring all the cords back. Okay, so you want me to plug them all in right?
18:00
Speaker 2
Mm-hmm. Yeah. Sorry. Yeah, and take it all, uh, take all the time you need. I'll be here. I will be- Sorry. Yes. [silence]
18:00
Speaker 1
Okay, now do you want me to unplug my My router, My modem, I my What I mean is the where the internet comes comes front to the to the house. You want me to to um Unconnect that from the nodes? unplugged in. Okay. All right. They're all plugged in, yes. And they're about they're about two inches apart from each other.
19:00
Speaker 2
No. Okay, just Plugged it. Go ahead. No, no, Give it that way. Give it Yes. All right. Now, all the three nodes are connected, right? Let me des- Okay, not too close. Move it at least one foot away from...
19:00
Speaker 1
Got it. [silence] Well, the one [silence] the one that we're using as the main one right, right now, hold on second. [silence] 43 [silence] K 10 [silence] M 27 [silence] C01838.
20:00
Speaker 2
The serial number of the main node, the primary, the mother. All right. Do you have the model by chance? I can see it.
20:00
Speaker 1
It is an MZ, I mean MX 50, 5, 500. No, not anymore. It's AT&T. I'm sorry. Oh. James Warren, MGM,m.g.waren@gma.com.
21:00
Speaker 2
[KEEP_UNCERTAIN] All right. That's good. Again, I forgot to mention, who's the internet service provider? Is it Spectrum, right? What's the AT and Team I don't have the full information in the system. Let me create a ticket case for you. And I get your full name and your email address. I don't have record of your in the system. Let me create one. What's your full name and your email address? Ah, why? Correct. Email address.
21:00
Speaker 1
Yeah. Well, it's mgm.com. digitaljameswarren@gmail.com. Well, the mother is purple. One is red, one is blue. But on all of them? Okay.
22:00
Speaker 2
In the MGM Grand right? Jennings with an S, warren add gmail.com Jennings S with OK. Hmm. OK. James Warren. All right. Tell me the call of the light now. About the two child. All right. Both my nodes. Can you press the reset button and hold it for 3-0? 30 seconds, one at a time. Oh yeah, all of them. [silence]
22:00
Speaker 1
Yes. Yeah, say that again. It's out of warranty. Okay. But if it's a hardware issue, then it has to be replaced and I have to pay for that. That right? [silence]
23:00
Speaker 2
James, just to let you know, your device is already out of warranty, so if this is a hardware issue, I cannot replace it. There's no refund. But on a phone, I can help you, no charge for that one. So, that let me okay? I can help you. If this is hardware, you, if this is hardware issue, you, I cannot replace it. If this is just ordinary configuration, troubleshooting, anything easy on, uh, not related to hardware, yes, by all means, I can help you. And no charge. Uh, yeah. You need to buy. But if this is not, uh, if this is not hardware, yeah, by all means, I can help. Okay? [silence]
23:00
Speaker 1
OK. 30 seconds or not. OK, the one that's purple never changed.
24:00
Speaker 2
mm-hmm [silence] Oh [silence] can you use a paper clip or anything solid [silence] make sure you press and hold it [silence] it should blink [silence] it should turn off or turn red [silence] okay [silence] because if there's another and it'll replace react, but it means there could still be a hardware issue.
24:00
Speaker 1
OK. There it's flashing blue. Now, the other one is the one that was, the other one that was blue is purple now. Um, yes. What do you do you want them all to end up purple? That's what you're trying to do? OK. Well, one of them is solid blue and the other one's flashing blue.
26:00
Speaker 2
How was it? This, yeah, good. Yes, the other one. That was the blinking red, also for that? Okay. Let's wait for this. Yes. This objective, all of them, purple or magenta? Yes.
26:00
Speaker 1
Two of them are. I'm trying to get the third one that way. [silence] No, the mother node's okay now. It's Magenta.
27:00
Speaker 2
[silence] Turned [silence] Solid magenta now? [silence] Not yeah. [silence] Okay. Let's wait. Which one is not turning magenta. The other note? How about at two turn? Okay, the one that's solid blue can you press and reset it one more time 30 seconds? It will not. Something's wrong with this one. It may be hardware. We will recover that later. Now, we will proceed and install the router. Once done, we will go back to this one. Maybe this is the one that is have a trouble before.
27:00
Speaker 1
Okay, hold on. Hold on. Yeah, I, the other, my hand was my I was trying to get the other one. The other, I was trying to get the other child to see if I could see if it would change. But uh... Yeah, it's it's solid blue. I don't know what's going on with that. Okay. The mother note, what you gave me due to, uh, the
29:00
Speaker 2
anyway we can proceed go to the mother note and then i need you to press and release the arrest button do not hold one press per second and do it five times press and release one press per second and do it five times
29:00
Speaker 1
it? Blink blink okay. It blinked red and now it's black to purple. Oh, now it's, now it's going to like white. Kind of a blinking one. Tell you what the what is.
30:00
Speaker 2
Oakay. I need you to press and release the reset button. Do not hold. Press and release one per second and do it five times. Clear? Five. All right. It is blinking, right? Okay, that's good. Okay, good. That's good. Turn it upside down and tell me what is the default wifi name? Default network name underneath the motherboard. It should be Bel Molecular wildlife followed by a three-digit number. [silence]
30:00
Speaker 1
the setup, and then it says five a five. I, I understand you. Can you say that again, please? Yes. Okay. Okay. What do I, what do I need to do with it? Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Whoa, whoa, whoa, I don't understand. See if I can do what.
31:00
Speaker 2
[silence] [silence] private way fine. Right. There is a password underneath. I need you to remember. Do not give it to me. There is a password written in there. Do not give it to me. We really need that later. I need you to remember that. Now. No, no, no. Don't give it to me. That's yours. Now, um, we will use it later. Okay. On your phone, can you check and open the Wi-Fi settings on your phone and check if you can see the network Setup 5A5. You see it?
31:00
Speaker 1
Yes,
32:00
Speaker 2
the Velop setup five A5. Okay. um, Do you see the Velop setup five A5 on the available Wi-Fi? connect to that one. It will ask for the password. Did it ask for the password? Now, use the password that I asked you to remember. [silence] are small letters or are lower case.
32:00
Speaker 1
It could not connect to it. Yes, I entered the password. Yes, it is C, dash G zero U U F. I mean, W F, W.
34:00
Speaker 2
What is the error? password? What is a password? C? Could be an L or one. [silence]
34:00
Speaker 1
I connected. Well, it, it was a, it was a lower case, no, no lower case, I. It was hard to tell. Yeah. Okay it's connected. I'm, I'm connected on my phone. Done it before. Because I because I talked to you guys when I set this up to begin with. No I didn't set that, you guys helped me set it because I have a problem with it. So this is the link center app. Oh I don't know what it looks like.
35:00
Speaker 2
Oh, good. L. That's okay. That's okay. Good. Ahhh. That's good. All right. Now, all right. Open the Lynx's app. Did you download the Lynx's app? Did you... Okay. Open it. Hmmm. Most likely, you set it up. Okay. Go ahead. Open the Lynx's app. All right. It's two letter L's, blue color. The background is black.
35:00
Speaker 1
Got it. Okay wants to access my location agree Allow Turn on Bluetooth It's connected. Okay the solid, the light, the node light of the of the mother is solid. So I hit that So this wants the name of the Wi-Fi. Is it. my Wi-Fi? Or? aold? not the Wi-Fi. yeah, okay. hold on a second. Yeah, I do. I do. This is [silence]
36:00
Speaker 2
You can name your Wi-Fi the old way, your old Wi-Fi name, you can do that. And the old password so that all other devices can also automatically reconnect. [silence] Your old Wi-Fi. Do that. Hm? Do you remember what is the old Wi-Fi name?
37:00
Speaker 1
[silence]
39:00
Speaker 2
you will be disconnected once you change the wifi name your phone will be disconnected because you are set connecting too well up setup now you have to go back to the settings on the WIFI look for your old wifi name reconnect to that one and then go back to the app. no no no you get an error tell me don't don't do that one tell me what is your screen right now.
39:00
Speaker 1
It says reset your node. Have you done this? [silence] Well, [ silence ] it's asking me to name my wi-fi again. It's [ silence ] it's kind of taken me back into a circle.
40:00
Speaker 2
ah, no, no. Is there an option for you to continue or escape? I've done this. Okay. You've done that already. How is it? Okay. good continue your router is already good you already have internet what we are doing now is just to change the wifi name if you still look the back tell me make sure get the look for the IP address like you want turn your device to be connected to the 2.4 Alex turn your device to be connected to turn your device to be connected to the 2.4 connection that's just my old wifi your old wifi is the what you gonna 2G the router 2G 2G no more how's it yeah I'm here I'm waiting for you still go back to the loop did it look look back it went back to the same stage all right uninstall the Linksys app close close all application uninstall the Linksys app and then download or reinstall the new version
40:00
Speaker 1
again Go to the old Linux this app unp unp So uninstall it, right? Okay. all right? So I'm uninstalling it. It's uninstalled. Now I add it back again, right? No Obviously.
43:00
Speaker 2
Close all running applications. And then uninstall the links, yeah, delete or uninstall the links app. And then after six seconds, go to the Apple store or app store. Download the latest links app. Yeah, correct. Yeah, go to the app store. Done. Done.
43:00
Speaker 1
And then the one that's solid blue is the one I can'tI can't reset. Yeah, yeah, yeah. So do I open the app? Do I open the app now? Okay. I'm opening the app now.
45:00
Speaker 2
Good blinking red. OK, OK. We're trying to recover that one. The mother node is blue, right steel color. Aqua. OK, so that's online already. Say, me that. Yes, yes, please. Mhm.
45:00
Speaker 1
So what do I do now? with the app? Okay right? Yeah. Okay, so it's asking me about making my Wi-Fi.
46:00
Speaker 2
OK, open up. And then it will start over again from the top. OK. Accept the terms and condition. Just continue. Yeah. OK. You can name it to your old WiFi name.
46:00
Speaker 1
did we leave the app and do this again? Okay. So it's creating the login access right now. Okay. Now it's asking me to reset the node. Do I say I've done this? And then it's going back to a cycle.
48:00
Speaker 2
uh that was an old version. new or version that's already to you. all right this is the router right? right? to password. okay create this one. 10 characters, uppercase, special number, a special character number. okay. jump to link. yes you've done. yes. Oh, something's wrong. do you have a computer we can work then?
48:00
Speaker 1
Yeah. I think we have some I think this problem before and handy use my I'm trying to turn on. So, just a minute. Okay. So. Hello.
49:00
Speaker 2
Right now, you have internet, but the WiFi name is vellup setup, a five eight five. Our objective is to change it back that your old WiFi name. We can use computer to do it.
49:00
Speaker 1
Okay. okay I'm on the computer so what do you want me to do now want Wi-Fi it says it says there's no Internet oh let me see if I can yeah that's right man okay so okay hold on there
50:00
Speaker 2
Mm -hum. now you're connected to the Wi -Fi and you check. uh, yeah, develop setup 585. That's the Wi -Fi name of your other. All right. Can you. What Wi -Fi name are you connected? Welcome setup 585. Or anything else. Go to settings in the computer. [silence] That's okay. Apology? Mm-hmm. [silence]
52:00
Speaker 1
Okay, I'm connected to the, the develop setup. Uh-huh. Oh, I'm sorry. Say that again. My route is dot local. Okay. [silence] Um, I'm, I'm trying to
54:00
Speaker 2
Mm-hmm. All right. Open a browser for me and let's say, Chrome, Safari, whatever is available, and then visit the website myrouter.local. Myrouter.local. Myrouter. local. Yes. [silence] Mm-hmm.
54:00
Speaker 1
Well, it did a search. Hold on a second. Well, that's where I tried to type it. So it's my router.link? Oops. Okay, I got it. It says, why am I getting a warning when I try to access that router? I'm sorry?
55:00
Speaker 2
It should be written on the top. Ah, not on the middle on the URL bar. It can't. Tell me what is in the screen. Okay, good. Continue or advance.
55:00
Speaker 1
advance okay hold on hold on uh continue okay and then go to advance okay okay and then proceed to my router okay okay it takes me to like a play store see
56:00
Speaker 2
select continue yeah advanced go ahead continue yeah go ahead yes correct how's it should negate tell me what you see uh-go back and
56:00
Speaker 1
Is that not right? It says download the Linksys app for setup. Yes. Click the what? Okay, okay. yeah, it wants me to sign in. Yes.
57:00
Speaker 2
Okay, tell me what do you see in the screen ah, okay, do you see the picture of the phone on the left side? click that one twice the picture of the phone on the left side click that one twice. Is it hidden entry? It reacts right? It'll ask for the yeah, there's an option for you to sign in using the router password, correct?
57:00
Speaker 1
actually I thought I already did this oh goodness I got the password wrong hold on
58:00
Speaker 2
The router password is the one with the small letter I, the one that I asked you to remember. Use that one.
58:00
Speaker 1
It got- Well, it says it's- it's incorrect, but I- It's right. The reset, the reset password? Yeah. Okay. Yeah.
59:00
Speaker 2
How is it? Successful? No. Uh-uh. Okay. There's a reset button in it. Pick the one. Reset the router password. Yeah. Yeah. Pick that one. It will ask for the recovery key. Then the recovery key is also underneath the router, five digit number. Go. [silence] And then it will ask you to create a password next and drag. Go ahead.
59:00
Speaker 1
Okay. All right. I've done that.
60:00
Speaker 2
Next.
60:00
Speaker 1
I see a blue screen, that's the Linksys Smart Wi-Fi tools. Wait, on the left side, Wi-Fi settings, okay? Yeah. Well, it's got my, my Velop setup, it's got the password that's on the, that's on the bottom. I'm sorry. so now this is the Wi-Fi password. So, so do I put my old password here? For my old network?
61:00
Speaker 2
remind me what is you in the screen you see the blue screen now all right on the left side look for the WI-FI settings and then tell me what is you in the screen. Yeah you can this is where you change the WI-FI name so that you can uh restore your old WI-FI name there's a show more and show less I believe so that we can separate the 2.4 and the 5G. Yes and also the
61:00
Speaker 1
OK, OK, OK. OK, so this is on the wifi, so I change it to my network and my password, right? right? Hello? OK, so I change the wifi to my, to my wifi name, right? and the password? And then the
62:00
Speaker 2
Wi-Fi name? Yeah, your old Wi-Fi name as well. You can change it here. So, do it the 2.4 and the 5 gigahertz. Yes. I'm here. How's it? Yes. And also the Wi-Fi password and the old Wi-Fi password.
62:00
Speaker 1
Okay, so it's the, old Wi-Fi name and the old Wi-Fi password. Okay, hold on a second. I don't know. Well. Okay. Okay, I see the 2.4 and the 5.
63:00
Speaker 2
and I G. OK do the same. Copy the same
63:00
Speaker 1
now do I also, was I supposed to do it generally? I'm doing it three times. or just the 2.4 and the 5. I'm sorry? Well. I see, I see the regular Wi-Fi setting which I haven't set up apply yet. And then I went to show more. then I see the 2.4 and the 5 gigahertz. Okay. now tonight. Yes. Yes. Yes. and now I hit apply. [silence]
64:00
Speaker 2
Tell me, what do you see? 2.4, 5G, and, uh, is there a 6G as well? How many bands do you see? 2.4, 5G, and what else? Move it. Okay, that's good. You are on the right track. [silence] Then you already put the Wi-Fi name and the Wi-Fi password both the same, right? 5G and 2.4 the same, correct? Okay. Click Apply.
64:00
Speaker 1
I'm sorry. Okay. This says your router is applying changes. This may cause you to lose. It says the routers not found.
65:00
Speaker 2
Yes. You will be kicked off. Don't worry, because you were connected to. You will be disconnected because you were connecting to the build up setup. All you need to do, go to the settings of your computer and try to connect to your old Wi-Fi.
65:00
Speaker 1
It's turning on. Okay. Okay, it's connecting to Okay, hope. It's connecting to. [silence]
66:00
Speaker 2
All right. Go to the settings on your computer and check if you are connected to the old Wi-Fi, not the new setup, but the old Wi-Fi. [silence]
66:00
Speaker 1
Hold on. Okay, so I I made a mistake. So how do I go back. I I need to put a space back in this. I need to change. I need to change the WiFi name. Okay, I'm connected with the one without the space. [silence]
67:00
Speaker 2
What was the mistake? All right. Okay. All right. Go back again. Make sure you're connected to your Wi-Fi without a face. You want you're connected. It can go back to the same page. All right.
67:00
Speaker 1
so i go and add the speed to it and i have to space for that one and i hit apply and i say unit your router is applying changes okay okay so now i'm going to go back to my computer [silence]
68:00
Speaker 2
go back to click okay yeah be careful you will be kicked out i'm just joking. [silence]
68:00
Speaker 1
Okay, I'm connected to my old Wi-Fi. What?
69:00
Speaker 2
yay now let's go and fix the two child nodes good okay you can quickly let's six the two child nodes tell me what is the color of the first one
69:00
Speaker 1
It's blinking red, yes. OK, I did it and it it went solid blue. Now it's flashing.
70:00
Speaker 2
can you press the reset button hold it for 30 seconds all right
70:00
Speaker 1
and now it's, purple
72:00
Speaker 2
All right. Now, go to the mother node and undo the pipe press again, one press per second. press on release do not do not hold. So yes, Yes. Mhm Mhm. Mhm
72:00
Speaker 1
It's flashing red. like, - No, it's flashing red. - Yes.
73:00
Speaker 2
can I recover? Do you have an Ethernet cable that can connect [inaudible] to the child node? [silence] The one that is blushing red. [silence] Can you try? [silence] Port number one on the mother note and the internet side on the child node. Go ahead. Connect them.
73:00
Speaker 1
Ethernet. Ethernet of parents. Do the Ethernet of files. Okay. I'm connected. Unplug it. One, two, three, four, five, six. Okay. Plug it back in. Okay. [silence]
74:00
Speaker 2
All right, turn off the child node, wait six seconds, and then plug it back, turn it on. Yes. Wait six seconds and then plug it back. Yes. like that butt what's the color now the child node Wait until he can solid magenta.
74:00
Speaker 1
It's red now. Hold on,hold on, now it's blue. Solid blue. No,solid blue. Okay. Of the child, huh? Yes. Yes. What do I do?
76:00
Speaker 2
red. Can you press the reset button? Hold it for three, zero, 30 seconds. It become magenta. Oh, solid. Wait for it. Hmm. Okay, keep it this way. Let's keep it for three minutes. Let's go to the other one, the solid blue. Okay. This time, we will do a 10 steps of turning on and turning off the router, all right? We call it the recovery reset. Oh yeah, the one that is solid blue, the one that is not behaving or not responding. Now, I need you to turn off. Uhm, we will ten steps. I will do the instruction.
76:00
Speaker 1
I'm plugged. Plugged in. [silence] yes. [silence] unplugged. [silence] plugged back in. Unplugged.
77:00
Speaker 2
you follow? Confirmed. All right. Unplug the power. And then we... OK. One. Two. Three. OK, plug it back. Five. One. Zero. OK. Unplug. Unplug. Already confirmed. Plug the power. Unplug. Plug the power.
77:00
Speaker 1
Flog back in. Unplug. Log back in.
78:00
Speaker 2
[silence] and plug the power
78:00
Speaker 1
So back on back on the other one. It's still solid blue. Is that okay on the on the first one? Okay. It's connected with the ethernet to the Wi-Fi. Leave that alone. Okay. Solid blue.
79:00
Speaker 2
Mm-hmm. Whistle. Yes, it sounds good. Yes. Yes. We will focus on this one first, and then if it's- I hope we can recover this one. Tell me the color of the light. Okay. Can you press and hold the reset button for 30 seconds?
79:00
Speaker 1
eight sixteen buck twenty two three four five six seven truck eighty thirty It's still solid blues. Let it go. I'm sorry Maybe that was the problem to begin with.
80:00
Speaker 2
通信前改えて、ネットワークを気圧しちゃう因は、ルーティング設定が混乱してないかもなんだけどさ、その node が生きてるんだよな、その child kept ルーティング設定を作って、mother keep の stated はその通りなんだけど、child は応答してないんだよな、だから辛いんでさ、じゃあ少し待って、母親のネットワークが loop した之後エラーが出てるから、ルーティング node を切れる？うん、エラーとなる別のウィンドウを閉じてくれると助かるけど、そのルーティング設定を確認する前に、もう一つのデータが有線で接続された reconstrain の状態はどうなってる？node を切れる？うん、зира Wi-Fi がまだ存在してるなら接続して、そのナノズデとかのキャラクターもストーンが青い decimal 系かどうか確認してくれ。ありがとう取って。
81:00
Speaker 1
[silence] Watching red right now. [silence] World wide [silence]Oh, it's blue. [silence] Okay, that went solid blue. [silence] plug the other one back in just to see it's solid blue though. Now the uh now the other one, the one that the one that you you beat about it's flashing red again. Hold on. I don't know. We'll see. We'll see. Yes, it's solid blue. It must be throwing this other one off. So wonder wonder when, you know, I told you we had this front this problem earlier and they made me switch one of these out, you know, make the other one the child and the other one the parent.
82:00
Speaker 2
it's going [inaudible] to blue. The problem was caused by that old child node that was already broken and the mother it keeps on communicating with it, that's why it keeps it a loop and it break the network. Don't Dot Yeah. Yep. I think this was the mother node originally and that was already almost broken
83:00
Speaker 1
okay, so, so, can I plug this other wood back in? I mean, can I? okay, all right, all right. So, okay. So, what, uh, so, so, because of the size of my house, I think I need the, so, so, do, what, what do I just, is, do I have to, I mean, what's compatible. Okay. So if I want something like that, then I need to find a link.
84:00
Speaker 2
Dat all the same technology, it's just the price and power. MX, anything MX, MX 6200, MX 85, MX 42, MX 2000, anything that is MX series, it would work.
85:00
Speaker 1
Okay. So it's not okay. So a Linksys, I'm just looking. This is a Linksys whole house mesh system 42. This is a 42. 2000. Now here's a link. [silence]
86:00
Speaker 2
Go ahead. Perfect. What is the model? MX4200. Okay, that's good. That's good. I saw something like that. I saw [inaudible] [silence] good. [silence]
86:00
Speaker 1
Well, that's just one, that was just one, okay. So here's a Linksys Atlas, but that's, okay, that's not the same one. That's an AX. That's not right. Yeah. This is a Linksys Atlas Wi-Fi. That's not the MX though. Oh, MX, 20, MS3. I had three. Which one? [silence]
87:00
Speaker 2
something like that at 149 or 152 $ three nodes already. that's okay that's okay that's good that's good stay with me you're looking at the amazon right here uh As lower model. How many nodes three or two? three. Okay 136 right yeah this will work this is compatible for you. uh the atlas six
87:00
Speaker 1
That would work for me. [silence] which one? Wait, hold on a second. How much? Okay, that's that's the mesh Wi-Fi 6 VLT.
88:00
Speaker 2
this one three one 36 three nodes already. That will work. There's another one. That's why by six Belot t. You see that one 159 Linksys mass. Why by six Belof t is three nodes 159. This is MX 42. 159. Oh yeah. Three nodes already. Yeah, this one. This is better. More expensive by $20 but this is better.
88:00
Speaker 1
Yeah, I'm trying to. I'm trying to see. I'm trying to see if they can get anything like on Sunday, but the one 46 that's not as good.
89:00
Speaker 2
uh, that's good but lower. the 159 is far better superior.
89:00
Speaker 1
So okay Let me also pull up the latest and see what it says to me Okay So there's Okay You said the 136 was not superior the vel the six the mesh Wi-Fi six veil up to you said was better
90:00
Speaker 2
uh-huh. [silence] It's not is ab- in terms of performance is that the coverage of the 5 9 is wider, stronger in terms of power. They're the same technology.
90:00
Speaker 1
What about this one? This Linksys AtlasE5X-Wi-Fi 6 router, HOME mesh system, dual band. Oh, that's smaller again. MX2000.
91:00
Speaker 2
it can I mean it's stronger you have a big house you need this on if you a small house no don't use this one it will be too loud it's just like asking an opera singer in a small house it will be too loud good yeah that's too small the other one is 4,200 that's good
91:00
Speaker 1
So if I if I put in here Linksys 4200, you said the best one to get, okay let me see if I can sort it out over here. Brand, let's see if I can separate everybody out. So Linksys, [silence]
92:00
Speaker 2
All you need to, yeah, all you need to do plug it in, it will become pink. Go to the mother node, press five lines, it will connect automatically. That's how simple it would be. Don't worry. You can always call us. There's no limit on the phone calls. You'll get only three years warranty on the hardware, but on the phone support, yeah, you can call anytime. Even if it's more than three years.
92:00
Speaker 1
8x don't want that. So this which what? [silence] how many nodes on that one? but the the axe 4200 is better than I have.
93:00
Speaker 2
[KEEP_UNCERTAIN] There isn't a link with MX 5502 Atlas Pro 6, 149, but it's only two packs. This is MX 5500 exactly the same as yours. Links says MX 5502 Atlas Pro 6, 149. Did you see that? down towards the end. Two. Two, only two. The 4,200 is already three. Yet. This one is only two at 149.
93:00
Speaker 1
Is it stronger? Okay.
94:00
Speaker 2
uh almost the same they're the same technology it's just a marketing thingy no they're just the same
94:00
Speaker 1
So all I do is plug it in and Do I have to do all this other again that we did tonight? Right Okay, so this this would This Wi-Fi 6 Bel_pop T works with what I have and it comes with a three-year warranty already,
95:00
Speaker 2
Mm-hmm. [silence] run the pipe press once you see the pink or magenta you're good. [silence] no no no this is already set all you need to do add connect make sure that this is near the mother node because able to talk to the mother lock it in wait until the download shows magenta is new anyway once you see the solid magenta all the three run pipe press on the mother node bingo you're good Mm-hmm. 100%.
95:00
Speaker 1
like I can get that one. Friday. Okay. Okay. So it looks like
96:00
Speaker 2
Yes, hardware, phone support unlimited. [silence]
96:00
Speaker 1
Let me see if I have this- this on my phone now. [silence]
97:00
Speaker 2
Try to forget the network, Chris, if you see it.
98:00
Speaker 1
It says I'm connected, but it doesn't show on my phone that I'm actually connected. Well, that's that's what I'm gonna see if I can figure out.
99:00
Speaker 2
What do you have to Interface?
99:00
Speaker 1
Yes, I do. But I'm not sure why my other stuff isn't okay. Now I need to I need to bring the mother bring the mother node back away from the child, don't night. Okay. Okay. Okay. Okay. I think so. Okay. Thank you. I appreciate it. Okay. And here you go. Thank you. Bye. [silence]
100:00
Speaker 2
Hey, good, your internet is good to monitor node good. Are you good? Um, anytime James, give us a call. My pleasure, helping you. Good. Happy 4th of July tomorrow. I enjoy your turkey. I will have turkey. Okay. Good night. Bye.
100:00