V2 Rubric Detail — e32740aa-8140-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 18:05
Duration
51m 30s
Contact
Sandra Phillips
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137509
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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

Resolution5.00/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall75.6% (+7.6)

V2 Grader Summary

The issue was successfully resolved with mesh nodes restored to blue and Wi-Fi functional. However, critical technical inaccuracies — misrepresenting the 5-press procedure as a reset and referencing non-existent green LEDs — result in T3 being Not Met per KB authority. Resolution steps were logical and ownership strong, but communication had minor disjointedness and customer effort was not fully minimized.

V1 Case Analysis

Customer reported both Velop nodes showing solid purple after power outage. Performed 5-press reset on MX2000 parent, re-added child node via app, reset router password, updated SSID/password. Nodes now solid blue and internet works.

Troubleshooting Steps
  • Performed 5-press reset on the MX2000 parent node
  • Logged into router via myrouter.local and reset admin password using recovery key
  • Re-added child node through the Linksys app and confirmed LED status
  • Changed Wi-Fi SSID and password to new values
Key Observations
  • Agent incorrectly stated that the LED should turn green after setup; correct color for online status on MX2000 is solid blue (per led_intelligent_mesh_consumer.md).
  • Instructions around password reset and app navigation were overly verbose and caused some confusion.
  • Agent correctly applied the 5-press reset method for MX2000, which is valid per universal_5press_models.md.
Positive Highlights
  • Used the correct 5-press reset procedure for the MX2000 model, which is supported per KB documentation.
  • Successfully guided the customer to restore network functionality and confirmed device connectivity.
  • Displayed empathy and patience with an elderly customer experiencing technical difficulties.
Agent Errors / Gaps
  • Incorrect LED guidance: claimed the node should turn green when online; correct status is solid blue for MX2000.
  • Provided unclear and repetitive instructions during password reset process, leading to customer confusion.
  • Gave confusing guidance on app navigation, instructing customer to close and reopen the app multiple times without clear purpose.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'I think you may have helped me fix it' and nodes returned to blue with functional Wi-Fi; issue fully resolved.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted logical troubleshooting: reset nodes via 5-press, accessed myrouter.local, reset admin password, and reconfigured Wi-Fi settings — all relevant steps that advanced the issue to resolution.
R3 Met Correct resolution path conf 95%
Agent applied correct Intelligent Mesh procedures for MX2000 (5-press reset), avoided premature closure/RMA, and provided full best-effort support without misusing warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified purple LED symptom and initiated reset but failed to diagnose root cause (likely power outage) and misrepresented 5-press as potentially resetting the device.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent appropriately used myrouter.local and the app but omitted required modem/WAN connectivity check per KB before assuming router fault, creating a diagnostic gap.
T3 Not Met No misinformation conf 95%
Material inaccuracies: (1) claimed 5-press 'may reset the device' — contradicts KB (it triggers pairing/diagnostic mode, not factory reset); (2) referenced non-existent 'green' LEDs — MX2000 models only have blue, purple, red, and yellow LEDs.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent generally guided the interaction but exhibited disjointed transitions (e.g., repeated 'um', lost thread during app troubleshooting) and vague next-step framing.
C2 Met Confirmed understanding conf 95%
Agent adapted terminology to customer's elderly tone, used simple language, repeated instructions, and maintained patience despite technical struggles and child interruptions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end without unnecessary transfers, followed through on all commitments, and completed full troubleshooting before closing.
O2 Partially Met Proactive follow-through conf 75%
Agent provided next steps (reset, login, Wi-Fi config) but used vague timelines ('wait a minute or two') and left customer uncertain during app-reconnection phase.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; interaction appears to be first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred or was warranted — issue was resolvable at L1 with proper steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed sincere empathy ('no need to worry', 'thank you so much', 'God bless you') and acknowledged customer's age, stress, and teaching profession.
X2 Met Tone & rapport conf 90%
Agent matched customer's pace, adjusted communication for technical difficulty, repeated steps clearly, and stayed engaged despite distractions (e.g., customer's child).
X3 Partially Met Overall experience conf 80%
Customer experienced avoidable friction: re-entering serial numbers, navigating browser warnings, and struggling with password autofill during setup.
Call Transcript96 turns · 100 lines
Speaker 1
yes mm yes ma'am I've been trying to call you I think I had the wrong number for a long time it was a busy signal but what's happened is somehow I'm having trouble with my Lensky's that I have here and um it was the main one was working it was blue but uh the the secondary node in the other room has turned purple so I brought the secondary node back here to try to reconnect it and I'm having trouble now with the main one and they're both purple so I think I don't know what happened if there was a power outage or [ silence ]
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling this is Scarlett. How may I help you? Yeh. Yeh.Ye. Okay.
00:00
Speaker 1
or something, but I don't know how to reconnect. I've tried to do everything uh like resetting them, like you've said to do and all that and it's just not. So I I was calling for help. Yes, now that's what's happened. The the main one was working earlier. It was blue and I came back and I brought the secondary one from the other room back closer to it and I did what it said to it said to uh to reset it and then reset do the main one hit it, you know, push it five times in a row real fast. But now both of them are purple. Okay. Okay. The model number is
01:00
Speaker 2
Okay. So basically, right now none of your note is working. All of them are on, uh, the light is purple. Correct? Okay. Um-hm. [silence] No need to worry, ma'am. We're here to, um, help you. By the way, may I ask first or let me just create a record for this. What is the model number and serial number of your device? Um, let's get the information on the parent node and the main node.
01:00
Speaker 1
Capital M, US and Mary. X, US and X-Ray. 2,000. Now, the serial number is 550D, US and David, 10, M, US and Mary, 29, C, US and cat, 22613. Uh, I have what they call windstream. Um, it's a DSL, a windstream provider.
02:00
Speaker 2
uh-huh, uh-huh. about that Cheryl number? Okay. Okay. All right. And, um, who, who's your internet service provider, ma'am? Okay. Uh-huh. Okay. And again, ma'am, the serial number is 50D for David, 10M for Mary, 29C for Charlie, 22613. How about the serial number of the um second node? [silence] Do you know? is that it? Okay.
02:00
Speaker 1
Okay, the second note. Okay. I'm coming over here to get it. All right. It's just across the room here. Let's see. That serial number is 50D1M1M. I'm trying to read these letters just a second. I can't even see. Okay. C is in. 292 2600. It's about five feet away or six feet. Let me, uh, get over to the main one, if you want me to. It's in the same room. I brought it from - Yeah.
03:00
Speaker 2
the child node okay, how far this node from the main Mm. Yeah, that's okay. Yeah, that's okay. That's a good um, um, um. I'm going to um, going to um.
03:00
Speaker 1
Do I need to bring it over and try to hook it up and? [silence] My phone number my cell phone number or my main phone number. We have a landline also. Okay, yes. 9-7-9-8-2-8-4-2-5-8. That's my that's my main line. You want my cell phone number also? Okay. My cell phone number, 979-324-2255.
04:00
Speaker 2
Um, um, okay, will going to um, like, like, put the second node like near to the parent node, like maybe less than 10 feet away? It should be on the same room or the same area. Uh, uh, and can I have also your phone number? Um, um, um, any contact number, ma'am? Um, any phone number that we could reach you in case we get disconnected, um, okay. How about your first name and last name? Uh uh.
04:00
Speaker 1
1.10 because I have the Linsky app on there. Yeah, and I was that Linsky, excuse me? Sandra Phillips. It's S. J. trans 3 at gmail.com. It's P. H I L O I. P. S. Phillips. Yes, ma'am.
05:00
Speaker 2
How about, How about your phone number? I'm sorry, your first name and last name. And how about your email address? Okay, mail address is S J Trans, that's T R A N S 3@gmail.com. Okay. The ma'am since the light right now on the route is purple. That means ma'am that your the settings on your router was set back to defaults like the router
05:00
Speaker 1
Okay. yes. Okay, so you want me to hit it five, to do it five times? Okay. Okay. I did. [silence]
06:00
Speaker 2
And now is in a setup mode. So what we're going to do is we're going to um um set up the router again, both uh parent and um child. Okay? And um by the way um probably earlier ma'am when you do the reset like uh when you do the uh um um when you pressing the reset button like five times, it may reset the device. Okay? So um, to um um set up this device ma'am, okay? We need to um on the main node, on the parent node, okay? We need to press the reset button five times within five seconds. To not too fast, not so slow. Yes. Just like press, release, press, release five times within five seconds.
06:00
Speaker 1
[KEEP_UNCERTAIN] Okay, I just did that and it's turned light purple pink and it's flashing. Okay. Okay. Okay. Thank you, ma'am. So much. Yes, that's right. I've bought them a couple of times from you before. Maybe have as soon, I may have to buy another one. I don't know. They wear out, I guess, or
07:00
Speaker 2
Okay, let's wait for that. It's trying to um set up now the main node. Once it's set up the main node, it will automatically scan for the second node, okay. But have in mind when you bought this devices, they're on a two pack right?
07:00
Speaker 1
We live in the country and sometimes they have a power outage where the all the electricity goes on. And then now we had to buy a generator, so I don't know if that could affect it when it does a power outage, so. Okay, now the light is blue. on the parent. The other one is over here just maybe six feet away. I have it plugged in in this room now and it's flashing red. Right. It's just flashing red right now. Okay. So, that was a quick five times. You can that five times like that within five seconds and instead of just pressing the reset button you can do it that way uh-huh that's good to know the five second rule then and then what's that supposed to do just to kind of drastically reconnect it all or restore it or
08:00
Speaker 2
Yes. Yes, ma'am. If you're going to, if you're going to press, you're going to press and hold the reset button, ma'am, that will reset the device. Like it will erase whatever settings that you have. The five press that you'll be like press, release, press, release within five seconds five times within five seconds. Um, Yes, it will, uh, set up the parent node, okay? Or it can also, you can use also that like for example, the, um, the parent is working, but the child node that is connected from the network, all you need to do, just reset the node first. The just the, um, just the child.
09:00
Speaker 1
like on the computer you mean? Or on the app? yeah I was trying to open the app it said yeah and the app is the one that gave me your number so I'm so glad cuz the other number online is just a busy signal oh oh oh 8:00 a.m to 11:00 Eastern Time oh I don't bring okay that's why it's no longer open okay Monday to Friday ok alright
10:00
Speaker 2
would know until the light turns into purple light that means it's ready for setup. Then you can add it back to the network using the five press. On the app, it's like it's a different way also in adding it back to the network. Okay? Mm-hmm. Okay. Mm-hmm. Yes. But we were open online from 8:00 a.m. to 11:00 p.m. Eastern Time. That's Monday to Friday. That's Monday to Friday. Hm. Hm. Hm. Hm. Hm. silence
10:00
Speaker 1
Let's see here. It's actually turned blue now. Okay. Wow. So maybe we don't have to go into the computer and redo everything again. You think it'll restore it. Maybe. Let me see here. I have the Windstream 501-212 is our -- the main one back here in the office, but then I bought the lens kits to use for the in the other room so that we could down, you know, do some streaming. So...
11:00
Speaker 2
The, the, child node it's still, um, red. Okay, so let's observe, um, like a minute or two to make sure the light it's, um, stay solid blue. Okay. Uh, but before we, uh, do that, ma'am, um, your Wi-Fi before, does it have, you have your own network name for the Wi-FI like it's not, um, the default one you just change it or use the default name on your Wi-FI? Mhm. Mhm. Yes.
11:00
Speaker 1
As far as I know, we the only, it was always Windstream and then they've changed it to, gosh, what's the name of it now? Oh, it says on here, why, what do you see, something with, right, it's been doing that. I don't know why. Oh, oh, okay. Let me do that then. What, so at the bottom, I look for the MAC address or the serial number or what? Oh, the name is Delphi setup. Okay. So I click on that. I click on Delphi setup. Okay.
12:00
Speaker 2
What was the name of the Wi-Fi before? Because right now since you did a reset, it's using the default name which is something desktop setup. You can check that at the bottom of the parent node. That will be the name and the password for the Wi-Fi. [silence] [silence] Ma'am. Name and password? That is yes, that's, that's, yes ma'am, that's the Wi-Fi name. [silence] That's your Wi-Fi name. That's the oh
12:00
Speaker 1
okay, so when I click on that, it says it could not be joined. The Wi-Fi network is on my computer. It's on my MacBook Air. Hmm? It's on my MacBook Air computer back here, the one I'm using. That's the problem. I was trying to do it earlier. And it says it could not be joined. Hmm. Oh, that's the problem I'm having. Should I try to do it on my app? Okay. How do I do that?
13:00
Speaker 2
Default Wi-Fi name and Wi-Fi password. Is that on your is that on your iPhone or in your in your computer? Is it a laptop? Okay. Can I join? Mhm. Uh huh. Do you want to change the name ma'am, uh develop Sarap. Uh huh. Do you want to change it or just leave it develop?
13:00
Speaker 1
well I don't know I used to be called Philips home. yes yes okay um I see it. Oh, okay. Wi-Fi advanced. Okay. Okay Yes There's a bunch of them. Let's see here. Um Yes, I do. I see Vel param setup 110. Then I see [silence]
14:00
Speaker 2
yes we can change that but before we do that one ma'am on your Mac computer can you go to apple icon Apple menu and then go to system settings and and look for Wi-Fi on the sidebar and then after you click onWifi look for advanced and when you click on advanced do you have there known networks okay what are the known networks right now can you see there any Beloved setup pause [silence] okay
14:00
Speaker 1
underneath it, Vellop setup a which underneath that Vellop setup C35. And then I Just just go ahead and and delete them. Is that right? Okay. Sorry to forget. Okay. Every single one of them. Okay. Um less let's see. Go to advanced again. Um Okay. Done. And then go to advanced again. Yeah, there were four of them on there. Um Well, how do I okay. I'm trying to remove them. Let's see. Delete. There it is.
15:00
Speaker 2
OK, can you remove all the setup? Okay. Yes. yes. Yeah. V for setup. Yes, ma'am. Does that V. does.
15:00
Speaker 1
I'm deleting them all. It says forget, that's what it's calling it. I have to make it complicated. Yes, forget that. Okay, they're all off of there now. Okay, okay, let me go here. Go, well, all it has is my network that's WIN is all. Other networks that's, see. Okay, there, now it's coming up. Dell op C69 is coming up. So it says it requires a password. All right. So I look on here and put the password that's down here. It's okay. I see it. Y S Okay. Let me show it again. Show password it makes it easier. Okay. Y -.
16:00
Speaker 2
Okay, you go back to your Wi-Fi icon, then try to reconnect again, to Velop. Okay. All right, that's the one. Um, yes. Mm-hmm.
16:00
Speaker 1
Q 3 Y C D X Q 1. Okay, let's see here. And join it. I'm going to try to join it here. There we go. Okay, so Okay, now it has Pelop setup. Let's see. Yeah, it shows it. Let's see. Okay. Okay, the browser, let's see here. Let me turn this back over now. [silence]
17:00
Speaker 2
[silence] [silence] [silence] [silence] All right, it shows connected. Okay, can you check, Ma'am? Can you open a browser? Can you check if it is online?
17:00
Speaker 1
Yes. The node is still blue. The other note is blue. [silence] So now, what do I do as far as the browser? I'm not sure I understand. Uh, [silence] Oh, okay. [silence] Uh, um, [silence] Yeah, let's see if we're trying here. Yeah, we can. It opens up the page. Okay, just a second here. I'll take everything off the address bar. Okay? Now, yes.
18:00
Speaker 2
Uh-huh. In Safari, then check if you can go online. Okay. Okay, good. So, we're going to change, now, the Wi-Fi name to a name that you want. So, on this page, mam, on Safari, erase everything on the address bar. Uh-huh. And then type this link, HTTPS. Okay. and then.
18:00
Speaker 1
Okay, just a minute, I'm going to put colon and then forward slash, forward slash. Okay. Myrouter.local. Okay, and then enter it. It says this right. Okay. Or close page or show details. It says show details. It says it warns you it's not valid. To learn more, you can view the certificate. That's all it says underneath it. It says, close page or review the certificate or visit this website. So I click, okay. Yes. Am I sure? Yes. I'm just saying. Oh, good. Now it says, download the linkskeys app for setup. Yes. Okay. Okay. Great. It says, sign in. It, just, it says, access router. And I need to have the router password again. Okay. Okay, put that in there again, the same one I had before.
19:00
Speaker 2
Do you have the option to continue? I visit this one side. Okay, do you have the app? Kinda click on the um the two the the image of the phone. Just click on that. And then is it open open another page that um shows access velop. Is it asking access velop. Oh access writer. Um yes, ma'am, use the password that's at the bottom of the of the parent node. The one that you used to the that Yes. [silence]
20:00
Speaker 1
Okay, So that would be... Why? Okay. Sign in. Incorrect password. Darn it! I have to, I can't see it. Incorrect password. Oh my goodness. Let me see here. I know, I know. I just need to go slower, I guess. It's just hard when I can't see what I'm typing. Okay. Why? S. I know this is all for security, but it sure does make it hard sometimes.
21:00
Speaker 2
You can write it down too. Got it? Okay.
21:00
Speaker 1
DX. Q1. Oh, I hope it'll work. Oh my goodness. Why won't it take it? I'm typing it correctly. Reset. Just click on Reset Password. Oh my goodness. Should I try one more time though? It's not gonna let me. Darn it. It's already incorrect. Let me, let me try one more time. It should do it, right? I wonder why it's not doing this. I'm being really careful. [silence]
22:00
Speaker 2
Okay, how about let's, um, do you have the option to rein the password? Yes. to the role. Yes, ma'am. So that will just create a new past. Um router pass. all right, just click on reset. um Okay. Okay. Mm-hmm.
22:00
Speaker 1
[silence] Yeah, it's just not taking that password even though that's my router. [silence] Okay, it has a white box that comes up. uh, save password, enter the username for this account. And allow Safari to auto fill. Why is that coming up? But I'm trying to and it won't go away. It's like it doesn't give me a way to get out.
23:00
Speaker 2
okay, that's okay ma'am, we'll just do a reset on the password. So just click on reset. Once you click on reset, um, just cancel on it ma'am. Just like, that's for the browser that wanted to save the password, so just cancel on it. [silence]
23:00
Speaker 1
Oh: gosh, it's just blocking: everything else. It's not letting me. It's like: it's not letting me, like, have an exit to take it off of: there. It's just this box that won't leave. It has SJtrans3@gmail.com. It has: windstream.net. I mean, I'm not even part of those. I don't even use windstream.net. So, do I have to put my: Gmail in here? Oh: it it won't let me. It just says asking the username for this account. And it won't let me get the box off of here. Oh: golly, what does why does it do this? Not now. Okay. Now, when I put my in there, I say not now. Now I got out of there. Finally. Okay. There we go, m^kennedy. It says
24:00
Speaker 2
so what are the option on the box right now? uh no need ma'am we don't need to um like save the settings
24:00
Speaker 1
enter recovery key Okay, where, let's see. Oh, I see it. Let's see here. two eight too hard to read with this. It's an eight. two eight two five one. Okay. Okay. All right. Yep, submit. It says admin password.
25:00
Speaker 2
OK. OK. The recovery key is the one at the bottom of the screen, the five-digit numbers. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. OK. Okay. OK. It asks you to create a password. Please create a password, ma'am. at least 10 characters. Combination of numbers and letters and special characters.
25:00
Speaker 1
Okay. One, two, three, four, five, six, seven, eight, nine, ten, and then Okay. I'll just create one. Now, will it let me see it? Oh, yeah. Yes, it will. Okay. And then the password hint is underneath that? Oh, fantastic. Okay. Now, I do reset, reset. Okay. Save password. Once again, it's making me.
26:00
Speaker 2
it should be at least like one capital letter and also at least one um one special character. Okay. It's up to you, ma'am, if you want to put a hint. like that hint once you click on it later, it will show you like just in case you forgot your password, it will give you a hint what is your password, yes. [silence]
26:00
Speaker 1
Not now. Okay. Waiting. Hey, sweet girl. Okay. Okay. All right. It's got a screen with blue. It says network status connected. Yes. Let me see here. I'm trying to find it where it is. I'm going, let's see. Let's see. I'm trying to move my screen up to see it because at this stage I don't oh, I see it now. Yeah.
27:00
Speaker 2
Okay, You can now, a, Mm has, you're, now, on, the, links, page, Uh, ma'am, can you, scroll, down, at, the, very, bottom, you, you, have, there, a, can, you, see, of, the, license, um, agreement, and, user, license, agreement, right, Scroll, down, at, the, very, bottom, at, the, very, bottom, of, this, page, Okay, on, the, far, right, on, the, far, right, do you have, the, option, C, A,
27:00
Speaker 1
Okay, just a minute. I have my two-year-old holding on to me. I'm sorry. I opened up the agreement by accident. Should I go back? Yes, go back. OK. Yes. Click that. OK. I see it. Click on that. OK. Wi-Fi settings, wonderful. OK. It's got it here? OK. Just call it like whatever I want to. OK. [silence] OK, I get the green light. I'm good with- OK. It was a lower brightness vs. none. Click yes. OK, what is it shutting off? Which one is it? Shut off computer. OK. Restart computer. Well, it didn't do that, or did it? Click that. I'm sorry. Restart computer. OK. Leave everything unchecked. I don't, this again, please. Hmm. Yes, sounds good. Leave everything unchecked. I'm sorry. My two-year-old's here. He's teasing. He's causing some ruckus with the computer. My two-year-old's funny. He's talking and laughing. I'm sorry. Just stand up and gently drink of the water. Silence.
28:00
Speaker 2
[ Silence ] okay [ Silence ] that's okay. [ Silence ] I know. [ Silence ] um go back man. [ Silence ] And then on the far right, you have the option CA. [ Silence ] So you click on CA. Yes. Click on CA. Once you click on CA, it'll refresh the page. Just scroll up again and on the left side, look for Wi-Fi settings. So you can now change [ Silence ] you can now change the name of your Wi-Fi network. Yes. And as well as the password, you can change the Wi-Fi password that is much easier for you to remember.
28:00
Speaker 1
[silence] So I can just change a password again or just keep the same one? No, that one's okay because this one is, I've just just put it in there, the one with the 10 letters and the special character and that's easy for me to remember. So I could just keep that one or let me look at it. Oh, wait, no, no, no, no. This has the password of the node. So I need to put it and change it to which one? How many letters? Do I need to change? it to what? Well, the one I just used, you mean? Or the same one again. Okay, okay. And then, all right. Okay.
29:00
Speaker 2
Uh, it's up to you, ma'am, if you want to change the password that makes it easier for you to remember, you can also change it. Mm-hmm. Yes? Yes. Mm-hmm. Mm-hmm, Oh, yes. Yes, it's up to you. Um, let us change it to the password that you like. Yeah, you can use that password.
29:00
Speaker 1
[KEEP_UNCERTAIN] And then just say okay or what? The what now? The. No. Oh, oh, I have to put that in there too. Yes, I have to put. Okay. Uh-huh. You're so wonderful. Thank you so much. I, I'm 73 years old and I'm a teacher and I teach English and my husband has been very sick and, um, yeah. It's been a hard year, so. So I need to put the new password in. Same one, right? Okay. And so technology is like my Achilles heel and even though I'm a writer and a teacher and I can teach English, okay. So I'd change those two.
30:00
Speaker 2
uh, uh, yes, uh, uh, yes. you are welcome. [silence] um, hum. yes. uh uh uh uh. and then uh, then just scroll down and look for the apply button.
30:00
Speaker 1
OK, OK, OK. It says you've updated your Wi-Fi settings. Name it, Philips House. OK. Then, so I say, yes? OK. So I just go ahead and say, OK. And OK. But OK, as soon as it just says it's waiting, it's a kind of slow out here. Yeah. OK. Just a second here.
31:00
Speaker 2
Then the apply option. Just click on apply. And then click OK. And then yes ma'am. Click on yes. And then your laptop will be disconnected from the network because you change the name. Then right now, okay, yes click OK. And then, click on the Wi-Fi icon again. Check if you can okay. Yes. Definitely it will prop you then router not found. So all need to do, um go click on the Wi-Fi icon again. Mhm. And then click OK. And then click on the Wi-Fi icon again. And then, whenever check if your click on apply. Whenever the apply option go whenever then click OK.
31:00
Speaker 1
yeah, right now it's just got a white box, and it says waiting. Oh, oh, at the top. Okay. Okay. Other networks. Phillips house. But it still has Velop above it. It has Velop setup C 869. Should I take that one off? Just leave it. Okay. And it has Phillips house, which I changed to Phillips houses to a Phillips home. So it says router not found. You're not connected to your router. Phillips house, you mean? It requires a password. Okay.
32:00
Speaker 2
yes the Phillips Network yes okay some yes okay I'm no disk name okay some yes okay so please connect now the name 2 you have just created yes yes [silence]
32:00
Speaker 1
show password? Yeah, that's it. Join. It's trying. It's waiting. It's trying to connect. Okay. It's got that big page up again. Wi-Fi settings. Right. Yes. Okay. It's still blue.
33:00
Speaker 2
Okay in about the 5 gigahertz okay so um check the lights on the the child mode, ma'am does it show still blue? Okay, ma'am. You may now reconnect your child mode or relocate you to the location that's still within range of your router, preferably where you're having the issue or you can relocate to another spot that's far from the router and retest the issue. Pay attention to the system materials and also the lights. The lights should be green now and once they're green, have the activity execute and be performed.
33:00
Speaker 1
Okay. But now, am I okay now? I mean, it has that box up there again. That box is up there again saying, okay, cancel, or apply for the Wi-Fi settings. Just say okay. Okay. All right. Then Okay. Okay. Oh, you have been so wonderful. Oh, thank you so much. I'm gonna go back in the other room. It's through the window. It's our house is like an L shape. It's like two houses. And this will connect for the big TV in here for the.
34:00
Speaker 2
you can put it where it was. yes ma'am. will this set up I just click on okay. just click on okay to close the page so we're going to umm relocate now the child node. again just unplug it from the power cord and put it back where it was [silence]
34:00
Speaker 1
I knew that y'all would help because every time I've bought one, it's always been very helpful. And uh, this helps us out very much. So, I'm gonna plug it in back in here. Yeah, let me see if it'll connect like it should. Okay, so, the light is blue. Oh, it will. It's okay for it to change color. Yes, it's blinking. And that's natural for that to do. Okay.
35:00
Speaker 2
[silence] Let's wait for like, um two to three minutes. Uh-huh. Uh-huh. That will change color eventually while it's still trying to, um, communicate back to the parent node. That will take like a minute or two to, um, bud out.
35:00
Speaker 1
You keep looking you still kind of blue and then it goes dark blue or black. And blue back. It's kind of like blinking. Is that normal? Oh good. Do you do this all day? Yeah? You have to do this all day long for people, huh? Well, God bless you. Yes, you're welcome. Okay, now it kind of turned red and it's blinking. I guess that's normal too. You've probably seen all kinds of things. Okay. It is still blinking red. Is that pretty much normal? Okay. It's still blinking. It's going from red to just kind of fast blinking. We're just kind of slow out here, I guess, our Internet is. It's near the TV. Do we need to turn the TV off for a minute? Okay, it just turned blue. It just turned blue. Okay. To make sure it doesn't turn light pink color, like it was doing. Yeah. So when it turns that purplish light pink color, it just means something's wrong, but it's just not online, correct? Yeah. Okay.
36:00
Speaker 2
This node is near to the TV. I have no, no need. Okay, so just wait for, let's wait for like another minute to make sure that it's set really to blue. Just to make sure. Yes, ma'am. Yes. Yes, ma'am. It sets back to default setting. So, like, it's.
38:00
Speaker 1
Okay, let me check again, make sure it stays on there. Good. Okay. I guess I need to update my app also, huh? in case I ever needed it. Yeah, it's still blue right now. Bubba discussed. Okay, yes. Let me go back and get my cell phone. The app is backed on the other side where the main one is. I have to walk around all the way around the corner down the hallway to come in here, but it's still blue in the secondary node. It, but I will go back to the cell phone now and say it takes me awhile. I'm 73. I can't run like I used to. I'm coming down the hallway here.
39:00
Speaker 2
the it's the set it is ready for so uh it's not set up at all okay it's on your app it's okay man it's okay
39:00
Speaker 1
okay so I'm back here with my app this with my cell phone back here uh okay let me see yeah, I'm using an iPhone let me find it again let me find Lenskies again there it is so okay, allow shou I go back to Lenskies or just get out of it or something or what okay, let me see how okay how do I know if it's open or not let's see here
40:00
Speaker 2
uh-huh. you close the up first completely close the app. you're using an iphone right. uh-huh. yeah. right now on your phone if the app is open completely close it. you can um press the home menu or the home button. like it will show lay the what are the old apps that are um that you previously opened. just press the home.
40:00
Speaker 1
Home menu where inside Linsky's app or where? Just move it, just get out of it. Yeah. Okay. So it's not on there now. Okay. All right. Let's see if it is. I'll go to settings. Let me look. Yeah. Let me find settings here. No, I can't even find my, there it is. It was in another place. So now I go down to settings. Okay. [silence]
41:00
Speaker 2
oh sorry, you're using a um a newer version of my um Penny you can just go to you can swipe from the bottom to the out going up. mm-hmm mm-hmm mm-hmm and then make sure this phone ma'am is connected via Wi-Fi go to settings, Wi-Fi then look for the Phillips house again Wi-Fi
41:00
Speaker 1
Let's see here. Hmm. With settings, it doesn't have the Wi-Fi on here. How strange. Let's see. Um... Okay, wait a minute. Go to Connections to Home. Okay, go to Search, ...wallpaper, ...connections. Hmm, I can't find General or it says Wi-Fi on here. Okay, there. And it's showing it, yeah. It's showing it's on Windstream, which is my office app. And then So I click on Philip's house. Okay. All right.
42:00
Speaker 2
And then you go to, uh-fuig. Turn it on. Okay? Um how about connections? There's no option for i. This is iPhone what-now? Yeah, go to wai-fa. Okay. Okay. You have to um connect to the fillipshouse. [silence]
42:00
Speaker 1
it has a little check next to it. okay? let's see if I can. oh, gracious. now it's, okay. yes.? yes. it, it's a, it's wonderful. okay. fantastic. Wow. I think you may have helped me fix it. let's see here. on the on the I go lens skies. it says you have not added a router you're.
43:00
Speaker 2
okay good can you close this page and then try to check if we can access the internet using your phone [silence] okay good can you now open the app mm-hmm okay so you may try to use the app so on the app~~ what's on the app screen on the app [silence] that it shows now the number of notes
43:00
Speaker 1
Please add or mesh your router or mesh Wi-Fi system to your account. Do I want to add an existing router or do I need to set up a new router? Is what it comes up. Okay. Power on your router or mesh. Connect to its Wi-Fi name or tap the button below. So I connect, what do I do? Find my router. Find my router. It says, connect to Wi-Fi name, tap the button below, power on your router. So it says, find my router. Should I click on find my router? Mhm. Mhm.
44:00
Speaker 2
That's how about existing router? Yeah, it's already connected. So what are the options? Uh, I don't know. What are the options now? Like next, continue, or how about this? Um, they have the option to go back. And then when you go back, mam, um,
44:00
Speaker 1
Um, let's see here. Let me see here. I can't seem to get out of here. It says that you haven't added a router and it just has two options. Add existing router or Mesh, Wi-Fi system, and then it says set up a new router or Mesh, the Wi-Fi system. That's the only options it's giving me and if not, it says Yes. No, it's I think a little bit older. I don't, maybe it's a 16 or 15, I'm not sure. How can I know what it is? Oh, gosh. [ silence ] Uh,
45:00
Speaker 2
Do you have a three lines on the upper left on the app? Yes, hold on a moment... This is an iPhone 17. Okay. Can we then... We need to like, completely close the app. So kindly, um
45:00
Speaker 1
Okay. I did. So what do I do to do that? It's in a little square. has L L with one dot. on that. It's black in the background with two blue L's and one circle at the top. On the right hand side. Oh, let's see here. I don't know if I closed them all. I mean, they're on there. [silence]
46:00
Speaker 2
you get out of this app, it's like, um, so swiping it from the, the bottom going to the middle of your screen until you can see the, the app switcher and then, did you, um, did you close all the apps right now? Correct you have to, um, like, um, to close this app, ma'am, like swipe it from the bottom of your screen going to the middle.
46:00
Speaker 1
Mm. Let's see if I can get out of these. I'll get all these off of here. Um, okay. So it's got that box again, Linkies, that says you haven't added a router. So I take it and move it to the top or to take it off of here. There. Okay. Yes. I do, I see all the apps. Right. Uh-huh. Uh-huh. Mm. Mm-mmm.Thank you.
47:00
Speaker 2
middle. Like you have to swipe it from the bottom up, going to the middle. Oh yeah, yeah, Can you kindly close this app completely, ma'am. Okay. You see, right now, on your screen, as you can see, the old apps that you installed on your computer, on your phone, right? But again, ma'am, from the bottom of your screen, kindly swipe it up going to the middle. At then, it will show you what are the apps that you previously opened. [silence]
47:00
Speaker 1
I already got rid of those. I got rid of those. Do I take, okay, I'm trying to open Linksys again, getting the router settings. It says getting the router settings. We found a new network. Add two accounts. Enter your router password, which would be the one that I created, correct? [silence] Okay, add to account. [silence] Fantastic.
48:00
Speaker 2
okay all right can you open the app? go ahead yes can you click on it? yes yes ma'am
48:00
Speaker 1
okay it's just doing a circle logging okay let's see here it says allow get notice connectivity issues from Lonski's allow yes one device two nodes it shows it now okay is that done are we finished oh god thank you so much should I go back in here and make sure this other node is still working or let me double check it oh you've been so helpful and I've had to do this with my granddaughter here mother too
49:00
Speaker 2
[silence] it.
49:00
Speaker 1
three-year-old and she's been helpful too. I've been having her watch Dora the Explorer. Oh, I will do that ma'am, thank you so much. God bless your day. Yes, yes. That's correct, so that, in other words trans is for translator, so it's T-R-A-N-S is what you have. SJ trans three. Yes, that's correct. Oh no, thank you so much. Thank you. Okay, okay, I will do.
50:00
Speaker 2
Okay. And. Uh-huh. So all you need to do, if you do have another wireless device, just reconnect to the new network name that you have just created, and then just input the password, okay? Mhm. You're welcome. Okay. So, ma'am, let me just verify again your email address. It says S for sugar, J for John, P for Tango, R for Robert, A for Apple, N for Nancy, S for sugar, and then number three at gmail.com, right? Okay, thank you. Yes. Yes. Yes, Ma'am. Yes, Ma'am. Okay. Okay. So, anything else? Okay. You're welcome. And if you need assistance again, um, just feel free to give us a call, right?
50:00
Speaker 1
Oh, fantastic. Thank you. Have a good day. Uh-huh. Uh-huh. Okay. Yeah, I'll give you a good review. Yes. I will. Okay. Bye-bye. [silence]
51:00
Speaker 2
and and again our number we're open 8 0 a.m to 11 p.m Eastern Time that's Monday through Friday okay you're welcome so you too so thank you for calling Linksys this is Carla you may also check our website that's support.linksys.com okay thank you ma'am goodbye
51:00