V2 Rubric Detail — e4cbcd18-7fa6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 17:10
Duration
116m 56s
Contact
517-202-2200
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137111
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet speed

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall73.2% (+17.2)

V2 Grader Summary

The agent correctly diagnosed the speed bottleneck as a Cat-5 cable limiting wired throughput to 100 Mbps and prescribed the proper fix (Cat-6 upgrade), as supported by the KB. While technical accuracy was high, the resolution remained partial as the customer's Wi-Fi reconfiguration was not fully confirmed before the call ended. Troubleshooting was technically sound and well-scoped, but communication and closure lacked clarity, resulting in a partial rather than successful resolution.

V1 Case Analysis

Customer reports wired speed through Linksys Velop limited to ~94 Mbps vs 500+ Mbps from modem. Agent identified Cat-5 cables as bottleneck and recommended Cat-6 upgrade. Provided incorrect URL (myrouter.com), misinstructed on security bypass, and failed to collect model/serial. Issue not confirmed resolved.

Troubleshooting Steps
  • Verified speed discrepancy between router and modem.
  • Performed router/node resets (standard and 5-press).
  • Swapped primary and secondary mesh nodes.
  • Inspected Ethernet cables, identified Cat-5 limitation, suggested Cat-6 upgrade.
  • Attempted to access router settings via web interface.
Key Observations
  • Agent correctly identified Cat-5 cables as a likely cause of 100 Mbps speed cap, aligning with KB guidance on wired performance.
  • Agent provided incorrect URL 'myrouter.com' instead of 'myrouter.local', leading to customer confusion and security concerns.
  • Agent gave unsafe and misleading instructions to bypass browser security warnings without explaining self-signed certificates.
  • Agent inserted nonsensical phrase 'base helicopter checks in' [92:00], indicating possible distraction or script error.
  • No model, serial, or warranty information was collected, violating protocol for product-specific support.
Positive Highlights
  • Correctly identified Cat-5 Ethernet cables as a likely bottleneck for wired speed limitation, consistent with universal_speed_below_plan.md guidance.
  • Attempted multiple reset methods including 5-press, appropriate for Velop mesh troubleshooting.
  • Persisted through connectivity issues and guided customer through complex topology involving a switch.
Agent Errors / Gaps
  • Did not collect essential device information (model, serial).
  • Provided incorrect web address (myrouter.com) instead of myrouter.local [45:00].
  • Gave misleading and potentially unsafe instructions to bypass browser security warnings [46:00–48:00].
  • Inserted nonsensical filler phrase 'base helicopter checks in' [92:00].
  • Failed to confirm resolution after recommending cable replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports no internet, cannot change Wi‑Fi name/password and the router remains in red/blinking state at the end of the call.
R2 Met Diagnostic thoroughness conf 91%
Agent conducted systematic troubleshooting: verified ISP speed via modem bypass, tested wired vs wireless, swapped nodes, checked firmware, inspected cable labeling, accessed router UI, and diagnosed port speed mismatch — all logically sequenced and evidence-based.
R3 Met Correct resolution path conf 90%
Agent identified the likely cause (Cat‑5 cable limiting speed) and gave a clear remediation path (replace with Cat‑6), without dismissing the out‑of‑warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent methodically isolated the issue: confirmed full speed at modem, ruled out ISP, tested with alternate node, accessed router UI to observe 10/100 Mbps link, and traced it to cabling — demonstrating clear diagnostic logic.
T2 Met Appropriate tools / resources used conf 92%
Agent appropriately used speedtest.net, fast.com, myrouter.local, firmware check, LED status interpretation, and physical cable inspection — all relevant tools applied correctly to isolate the bottleneck.
T3 Met No misinformation conf 96%
All technical guidance was accurate: Cat-5 limits to 100 Mbps, Cat-6 supports 1 Gbps, 5-press method valid for WHW03, firmware auto-update setting, and port speed reporting in UI — all consistent with KBs.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general control but had long silences, unclear transitions (e.g., sudden holds), and failed to summarize findings or next steps clearly, causing customer confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent used mixed technical terms (e.g., 'port table', 'link speed') without consistent simplification; customer repeatedly asked for repetition, indicating comprehension gaps were not fully addressed.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed multiple troubleshooting steps, did not transfer, and stayed on call through repeated reconnects and testing.
O2 Partially Met Proactive follow-through conf 83%
Agent advised cable replacement as next step but gave no clear timeline for follow-up or confirmation; customer was left to self-implement without scheduled check-in.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
No escalation was warranted — the issue was diagnosable and resolvable at L1 with correct identification of cabling as the bottleneck; agent made appropriate judgment to continue troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was required; the agent correctly resolved the issue within their scope.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent expressed patience and appreciation, but responses were often robotic (e.g., repeated 'okay'), lacked personalized empathy, and did not acknowledge the customer's two-year frustration until late.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a steady pace but did not adapt tone or language depth to customer’s confusion; continued technical phrasing despite customer’s difficulty understanding UI navigation.
X3 Partially Met Overall experience conf 82%
Agent reduced effort by guiding remote diagnostics, but required customer to perform multiple resets, cable swaps, and UI navigations without streamlining; some repetition occurred due to connectivity loss.
Call Transcript176 turns · 192 lines
Speaker 1
Hi, Joe. Hold on just a moment.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality of 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. Hi, thank you for calling Linksys. This is Joy, how can I help you today? Okay. Can I have the serial number of your Linksys device, please? [silence]
00:00
Speaker 1
Sorry, it's difficult to see this. Hmm. Hold on. I'm going to have to get a magnifying glass.
01:00
Speaker 2
yeah, let me check. Um, who is your internet service provider again? Back straight. Okay. How many links sis nodes do you have in total for the system? Okay. May I have your phone?
02:00
Speaker 1
Nya Knowles, N as in Nancy, I-A is the first name, last name, N as in Nancy, O-L-E-S, Nya Knowles. It is Nya.knowles@gmail.com. Well, I work from home and so I am connected to the internet and running a Speed Check through Spectrum. When can I have your name or order number, please? Sorry increasing to a lively household
03:00
Speaker 2
Okay, and lastly your email address. Okay, thank you. All right. So, when you say like slow Internet connection, like your phone is buffering or if you're watching television, something like that. Mhm.
03:00
Speaker 1
connected to, uh, to the router, uh, the, the speed is less than 100. It's like 94. And it should be 500 or more. When I disconnect the router and go directly, uh, to the modem, it's, um, 500 and something, 564. So there's something slow when it's going through the router. What is my what? Uh, it should be 500 or more. 500 gigabits. Yeah.
04:00
Speaker 2
mm-hmm. [silence] And what is your subscription speed? [silence] Your subscription speed from Spectrum? 500 [silence] Okay. [silence] What website did you use to run the speed test when using Wi-Fi on the router? [silence]
04:00
Speaker 1
The Spectrum website. Speed test. No. Not hold on just a second. Well, I'm talking to you on the phone, but I'm running the speed test to the computer. gonna run a speed test for my internet connection, so I can see what my speeds are. Right now. I've got here a PC, so I can kind of get a good it gaming and different things, but I just want to see what it is with this current device. I'm at average and I can tell my, my ping seemed to be pretty good, but I'm gonna go ahead and run the test so I can kind of let you know what the speeds are. Yeah. I think it's really important to have, to have good speed. Did you say have quality internet? Okay. All right. I'm running it right now.
05:00
Speaker 2
um. Kindly use the website, um, peatyTset.um. You're using a computer right now or a phone? Um, I'm using a phone. Um. Okay. Yes, ma'am. [silence]
05:00
Speaker 1
It is connected wired. As I, as I told you, when I, when I run the speed test through the router, it's 94. When I run it directly into the modem, I get um over 500. All right. So the download speed is 93.55 and the upload is 22.94. 94 [silence] 34 [silence] 3.
06:00
Speaker 2
Is your computer connected wired or wireless? Okay. Okay. Okay. Okay. okay. okay. 95 and bps. Okay.
06:00
Speaker 1
point 5 and the upload is 22.94. You said fast.com. Okay that came up 89.
07:00
Speaker 2
93, 94, okay, thank you. Try these other websites fast.com for comparison, mm-hm. Fast.com. What troubleshooting steps have you done so far, ma'am, before calling us? Thank you for watching.
07:00
Speaker 1
Um, so I've gone to the Linksys, um, app on my phone and made sure that everything is connected or disconnected. Um, I have called Spectrum and had them, um, run their speed test through the modem, um, and their, their modem showed that I was getting the speeds that I should have. Um, I have disconnected the router and connected directly into the modem and run the speed test, and I've gotten the, um, the speed that I should be getting, but then when I reconnect through the router again, um, the speed drops down to below 100. [silence]
08:00
Speaker 2
[silence] okay, I see. Um, can you get your other node? [silence]
08:00
Speaker 1
So you want me to take? Code? Okay, hold on. Yeah. All right, I may end up losing you because very bad internet connection. All right.
09:00
Speaker 2
let's try to set that up as a main router, then we will compare if it will also get a slow internet speed. the other links is Uh, since you have two nodes, right? Yeah. So just disconnect your current main router, then connect the other node. Don't worry. I'll just call you back if ever we'll be disconnected. Okay.
09:00
Speaker 1
OK, so what is it that you need me to do on this? OK roll on.
10:00
Speaker 2
So you disconnect your current main node or your main router and then replace it with the second node. [silence]
10:00
Speaker 1
Are you there? Are you there? Hello? Okay.
11:00
Speaker 2
there's
11:00
Speaker 1
All right. But yeah, it's blinking blue. All right. It's red now. Blinking red.
12:00
Speaker 2
It's blinking red. Blue, okay. Still trying to boot up. Alright, can you press the reset button? Just press and hold until the light will turn off then release.
12:00
Speaker 1
Hello. Yeah. So hold on. All right. So it's blinking blue.
13:00
Speaker 2
okay, then. just wait for it to re-boot again. The ethernet cable is connected to the port, right, on the new router? okay, good.
13:00
Speaker 1
Right. It's red. It's blinking red.
14:00
Speaker 2
All right. Um, Wait for it to turn um, solid red or like a hot pink color. After a minute, let me know if it'll just stay blinking red. Is it still blinking red? Okay, um barely reset it again, um this time you press and hold the reset button for 30 seconds.
14:00
Speaker 1
I'm still holding it, but the light just turned blue. Okay. So now it's blinking blue.
16:00
Speaker 2
Okay, you can let go now.
16:00
Speaker 1
Now it's red. Solid red. Solid red. All right. [silence]
17:00
Speaker 2
Is it solid red or OK good? So this time to set it up, Press the reset button five times. One per second.
17:00
Speaker 1
Alright, now it is yellow. No. uh, yeah, now it is. My computer is not wi-fi,
18:00
Speaker 2
Is it blinking? [k] Okay, good. Let's just wait for it to set up, and then once it will go online, we will run a speed test for wired connection and also for its Wi-Fi connection. It can only, um, we will run the speed test using your phone for the Wi-Fi. [silence]
18:00
Speaker 1
Okay. It's still blinking yellow. Okay now, it's teal solid. Yes.
19:00
Speaker 2
if it'll, it'll, it'll turn to solid blue or teal or you might also see that as green. Okay. Okay, just give it a minute. Let me know if it will change or not. Did you already connect it, your computer to the router?
19:00
Speaker 1
Okay, now it's solid red. Okay. Even though it's only red right now. Uh huh. Oh. No, I do not have internet connection on the computer. uh nor I do not have internet connection on my phone either.
20:00
Speaker 2
Okay, kindly, okay, just give it another minute, let me see if it will go back to teal. Then try to check if your computer has internet connection when connected to the router. Yes. Check if the connection is detected or not. Okay, can you do a sequence?
20:00
Speaker 1
saying that again please? um am i looking for i have xfinity mobile on my uh where do i find this? yeah it shows [silence] Yeah, it says um develop setup 40A. Um read it. Um can't read it. hold
21:00
Speaker 2
Name network name, underscore, velox setup. Yes. And then check at the bottom of that node. Use the password on it. Okay.
22:00
Speaker 1
It would be so helpful to make these letters bigger. All right. So the light has turned blue on the router. But let me get back to... Yeah, I still don't have it. All right. So... back to my Wi-Fi. Okay. So now, um... So it doesn't show the velop on here, like it was there before. All right.
23:00
Speaker 2
You can check your computer if you have now internet connection. You can try to turn off the Wi-Fi on your phone and turn it back on to refresh the links.
24:00
Speaker 1
It's not coming up. That Velop is not coming up as an option for the network. Oh, now it did. Okay, hold on. Right, so where do I - do I join this network and then I have to put the password in? All right. All right. So that worked for my phone. speed test dot net you said. All right, that didn't work.
25:00
Speaker 2
Okay. Let's run the speed test first on your phone. Same website, can you access speedtest.net first? Yes, speedtest.net. [silence]
26:00
Speaker 1
This website cannot be reached. Now it's red. Solid red. No, now it's blinking red. My phone shows it's connected to Wi-Fi.
27:00
Speaker 2
What's the light of the router? Still, solid blue? Can leave do you? okay All right Just wait for it to turn back to blue. yeah Mhm. Yeah, I think the internet just dropped So just wait
27:00
Speaker 1
You don't want to try the speed test on here? No. Still red. Yeah. Okay. Which do you want me to unplug first?
28:00
Speaker 2
It's still processing. Kindly, um, do a sequence, reboot, you turn off both the node and your modem. You can just unplug their power plugs. Um, is it, still blue right now? Or is it still bringing red? Okay, let's do the, uh, sequence reboot first, before we run the speed test. So you turn off both. Uh, you can unplug any of those. But yeah, both of them must be unplugged. And then after 10 seconds, you plug back in the modem first and wait for it to go online. [silence]
28:00
Speaker 1
Yep, I'm still waiting for it to come back. Only light I have right now is the power light for them moving.
30:00
Speaker 2
And once the modem will go online you can turn on the node after okay okay. How many ports do you have on your modem?
30:00
Speaker 1
I'm sorry, how many what? ok it's back up hold on just a second. [silence] I'm gonna plug it in. All right, router is plugged in. Um [silence] or uh, the Modem. Um Let's see, power, Ethernet, the Coax cable. Um, and then I have a separate lynxis port entraption.
31:00
Speaker 2
How many ports do you have on your modem? Okay. [silence]
31:00
Speaker 1
I have that while that has five port, Gigabyte switch. Um, right now it is connected directly to the router and then the router is connected to this LinkSys port, no, it's the LinkSys router. All right, so the LinkSys router is now solid teal. Alright, 554.4 for my phone. All right.
32:00
Speaker 2
ok, try to check if you can go online and then run a speed test on your phone, if you can now access speedtest.com. is 54.4 mbps. okay. and then also accessed Fast.com.
33:00
Speaker 1
Say that again. Access what? Right. So the router blinked red and then went back to that peal color. Right. So fast. Fast. Dot com is 540. Mm-hmm. I don't know that I'm connected. All right. Right. Which site do you want me to do first? [silence]
34:00
Speaker 2
fast.com. Do compare the speed. It will have the same result. Okay, yeah, just. fishes. 540. All right, let's try the wired connection on your computer. Check if you can go online first. [silence]
34:00
Speaker 1
All right, 93.9 download. It's working on the upload right now. It's 22. Nope, 23. 23 even. 91. How do I get there? [silence] [silence]
35:00
Speaker 2
How about Facebook? Okay. There's a problem with the wired connection only. Can you access the site? My router.local.
36:00
Speaker 1
Linksys. Okay, it says download the Linksys app for setup. Yes. All right. So it shows I'm at like a Linksys smart Wi Fi network status.
37:00
Speaker 2
[silence] Can you see a picture of two smartphones. Yeah. [silence] Kindly click that picture. [silence] Then it will ask you to log in, using the router password. Just use admin, all in lower case. Okay. Okay, good. Kindly check the former version first. You're currently on the latest version of the HBO GO app. [silence] Then kindly restart your router. [silence] [silence] Okay. [silence] So it's easy, just to connect your smartphones to the Samsung router. Is it okay? M'hm. You have to login to get the password of the Samsung router? No. I don't know. [silence] Okay, just try to restart it first. [silence] Okay, you can go ahead. [silence] [silence] You can go and try to connect your smartphones to the Samsung router then. Okay. [silence] [silence] I think now we're not connected automatically. [silence] Okay. [silence] That's what's happened in our home too. The broadband was disconnected. Yeah. [silence] Pretty sure. [silence] I hope it works now. Yes. Yeah. [silence] Hopefully. [silence] Okay. [silence] Thank you. [silence] You're welcome. [silence] Bye.
37:00
Speaker 1
Those updates are available You wanna continue? Yeah. Shouldn't this be automatic? Firmware updates shouldn't they be automatic? No, I can't see it right now because it's downloading.
38:00
Speaker 2
So to connectivity. That's on the left hand side option. And then check the firmware. Then just click show. The details. drop down. arrow. Yeah. Does it have like a check mark on the automatic box? Okay. I see. But can you see the current firmware version?
38:00
Speaker 1
no. no. well I mean before I got the new computer no because that's why I got the new computer. Okay. click okay on this. All right. All right, as far as updates, that automatically box is checked, but it's going through the waiting, and there's no light on on the row it.
39:00
Speaker 2
okay mm-hmm the update is still ongoing because your Wi-Fi connection is good it's just that this wire connection that we have to fix
40:00
Speaker 1
did the uh was that old node causing problems as well
41:00
Speaker 2
Yes, that might also be one of the factors since these nodes are no longer manufactured. Most of them are already out of warranty, so therefore there are no available updates anymore. And yeah, especially if you have new devices, the nodes might not keep up with the updates anymore. So it might be one of the causes of this issue.
41:00
Speaker 1
right. So there is a all the light on the router says update is complete. right? So now I'm at a, Oh, it links this website. Why am I getting a warning when I try to access my router settings in the browser? right. Okay, so do you want me to run the speed test? Um, it clicked off from that site. It is
42:00
Speaker 2
Mhm, Mhm, Mhm, mhm, mhm, mhm, Mhm, Mhm, Mhm, Mhm, Mhm, Mhm, Mhm, Mhm, Mhm, Mhm, Mhm, Just bypass that one, um can, can you give me the current for a version first, when you see a warning page, just bypass that one. If you can see continue, um if you can see show details or just bypass that one,
42:00
Speaker 1
Why am I seeing this how do I bypass? let me hit continue. It says be careful something doesn't look right. Uh, says go back, which is recommended or advanced. at least see the site certificate and there is an error code. Likely there's a problem with the site itself. It says, it says the error code is Mozilla PKIX error self signed. [silence]
43:00
Speaker 2
yes, continue. What options do you have? Can I, uh, I have the option to proceed and save or what's the error code?
43:00
Speaker 1
Sir. Um, possibly. Uh, let's see. All right, let me try that. Okay, so I'm there. All right, speedtest.com or not uh speedtest.net?
44:00
Speaker 2
See I'm your computer. We can also try that website. I'm that browser.
44:00
Speaker 1
Not looking good. 92.73 to re-download Upload 22.74.
45:00
Speaker 2
Two point seven. [silence] [silence] Currently accessing first my router.com on the browser. [silence]
45:00
Speaker 1
Okay, so I'm back to that page, your connection is not private, continue, connection isn't private, attackers may be trying to steal your information. Okay then. So I can do advanced again. Server couldn't prove that it's myrouter.local, its security certificate is not trusted by your computer's operating system. This may be caused by misconfiguration or attacker intercepting your connection. And it's saying to continue it says continue to myrouter.local is unsafe. I continue.
46:00
Speaker 2
you know just by the bath so what options do we have yep
46:00
Speaker 1
Can I go back or I can hide advanced. [silence] I don't have a way to save this. I have a go back. [silence] Now. [silence] Let's continue to myrouter.local unsafe. [silence] You want me to go to an unsafe site. [silence] So if this is [large exhale] just just if this security system is an attacker, are you accepting responsibility [cough] for my?
47:00
Speaker 2
Just click and say, you proceed and say. Do you don't have the option to continue and say? [silence] Yeah, that one. [silence] Yes. Yeah, that one. [silence] Um, don't worry. It's like, uh, the routers configuration. It it's not harmful. It's just like a security, um, for that router.
47:00
Speaker 1
What is my computer? but you will take responsibility if there is an issue that attacks my computer. Access.
48:00
Speaker 2
So it's about like our routers configuration. Hmm. Yeah. Yes, but I can assure you that it's not harmful. It's just our router's configuration. That's why it's showing that one. Mhm. Mhm. Mhm. Yes, ma'am.
48:00
Speaker 1
Okay. Checking for updates. Those nodes are all up to date. Where do I find the 2.1 point?
49:00
Speaker 2
Yep. Same, um, if it, uh, same password, admin, all in lower case. And then you go to connectivity again and check details or the firmware, and it'll give me the, um, firmware version. Just click the drop-down arrow on the details. [silence] Uh, and then,
49:00
Speaker 1
20.216892. uh, you went too fast. [silence] two one two [overlapping] two zero two one 6892. [silence] okay. [silence] Well, that took me to spectrum. Hol
50:00
Speaker 2
2.1.2.0.216892. Oh. OK, good. Can you run a speed test on fast.com?
50:00
Speaker 1
on that dot com maybe two spectrum now hold on he's for Holy that's what yeah um 81 yeah
51:00
Speaker 2
Okay. But your computer, okay. Try again. Okay. Let me just check on this one. I'll just have to like place this call on for like two to three minutes. I'll be right back. Are you okay with that? Okay. Thank you so much. Hello ma'am. Are you still there? okay. Um, let's try to check the link speed of your, um, may I ask what Windows or is it Windows 11 or Windows 10 already? Okay. So, let's try to check the link speed of your computer.
51:00
Speaker 1
Uh huh. Uh huh. Control Panel network internet network connections. Yes. bit is 1 gigabyte per second.
57:00
Speaker 2
and then look at the speed, can you see link speed or speed, 1 gigabyte per second? Okay, okay, hold on. [silence]
58:00
Speaker 1
Yes. OK. Say that again. Unplug which one?
59:00
Speaker 2
Hello Ma'am. Kindly unplug the ethernet cable from the router and then plug the one that is connected to the computer.
59:00
Speaker 1
Okay. Okay, plugged back in and I heard a click. What do you need me to do now? [silence]
60:00
Speaker 2
unplug the Ethernet cable, the one that is connected to your computer, and then plug it back again and make sure to hear a click.
60:00
Speaker 1
No, I'm not. Okay, so I am evidently not connected. I'm getting a 404 on speedtest.net.
61:00
Speaker 2
and then run a speed test again on speed test.net. Are you using like VPN or no? Not okay okay no just wait for it to process [silence]
61:00
Speaker 1
Okay. 94.34 download, 22.74 upload.
62:00
Speaker 2
plug and plug it back in. Okay. Okay. Okay. Um, last test just wanted to double check report status. Um, kindly go back.
62:00
Speaker 1
on my phone where [silence] the link for smartbye oh okay okay okay okay okay okay okay okay okay okay okay okay okay okay okay okay
63:00
Speaker 2
Return to the smart Wi-Fi tools on the page on your dashboard. Oh, no, on the computer, the myrouter.local page. Yeah, that leaves smart Wi-Fi.
63:00
Speaker 1
Reports? Okay? Yeah? Mhm. For the internet, it is under 1 Gbps and underneath that there is a 10 slash 100 Mbps and there's an X there. [silence]
64:00
Speaker 2
And then once you click report, and scroll down at the very bottom of that page. And you can see there a port table. And where is the X mark located? Is it on the Internet? Under one GGP? Yeah, report and then scroll down at the very bottom. You click report. And then scroll down at the very bottom to check the port table. And where is the X mark located? Okay, good. [silence] Okay, I see.
64:00
Speaker 1
That might be where it should be 1GBS. Okay. How would that have gotten switched? [silence]
65:00
Speaker 2
Hold on. Yeah, that's Yeah, that's Yeah that mark should be on 1gpbs hold on just a moment I'll just check something on that one. I think that's on your computer's connection.
65:00
Speaker 1
Yes. So there, it's coming out of the computer.
67:00
Speaker 2
Hello ma'am. Thank you for patiently waiting. Ah yeah. You have two ethernet cables right? Uh the one that is connected to the modem and the router and the other one is the one that it's connected from the computer to the router. Right? [silence]
67:00
Speaker 1
There is a cable and that goes into, oh, shoot. out of the computer. It goes into that, that links us extra port. yellow.
68:00
Speaker 2
uh-huh yeah so that's um that is connected directly to your computer right? um what's the color of that cable? yellow okay and what is the color of the internet cable that goes directly to the modem router to the modem? [silence]
68:00
Speaker 1
white. But there's, hold on, it fell on the floor. Okay, so there's a, a white one that comes out of the modem and goes into the router, but then there's also another yellow one that comes out of the router and goes into. Hold on. want to call right this is a real tangled nest i've got to crawl down here okay here's the mat [silence] All right, okay, so coming out of the computer, into the separate Linksys port, what do you call that? No, no, no. This is a separate Linksys port. It has a five port gigabit switch from Linksys.
69:00
Speaker 2
Um, since the router has two ports, one is for the internet and yeah, the other one is the extra port. Can you give me the model number?
71:00
Speaker 1
okay so let's follow the line coming out of the computer yellow cord and that is going into port number four of that okay so then going that way
72:00
Speaker 2
So that's which is in between the modem and the Linksys node or the Linksys router? Okay, I see.
72:00
Speaker 1
Coming out of the modem, is a white cable. And that goes, Linksys node. And then there is an additional yellow cable coming out of the Linksys node. And that goes into that goes into port one, of this Linksys thing.
73:00
Speaker 2
And where is it connected to? On what device? Because your computer is not connected to the Linksys node. It is connected to
73:00
Speaker 1
Okay, let me, let me touch this can. I told you. Okay, coming out of the computer is a yellow cord. a table. That is connected into port number four of that small-Linksys five port thing. Okay. all right. Then there is a white cable coming out of the modem that goes into the links- node. And then there is another yellow cable coming out of the links- node
74:00
Speaker 2
[silence] [silence] Okay, I see. Can you remove the switch? Like disconnect the cable that goes to that switch and then you transfer your connection of your computer directly to the node. So your setup will be modem, the white cable to the links is node. And then the yellow cable directly to the modem. We will remove the switch. No, we will not move any cable that is connected to the modem. So just remove the ethernet.
74:00
Speaker 1
Hold on. OK, port number 1. Port number 1. Port number 1 I have labeled goes from the router to the wi-fi switch. OK. [silence] Which one, from port 1 or port 4?
76:00
Speaker 2
Both cables actually. So just take note on which is it connected before. Or you can also take a picture. both of them as a yellow color. Or just unplug the [silence] one on port number one. [silence] So your switch... Yeah. So your switch will be disconnected from the Linksys node. Yeah. So the switch will no longer be connected [silence]
76:00
Speaker 1
Okay. So you want both yellow cables pulled from the switch. Okay. Um, I have to use that switch because I have two other connections that I need. .
77:00
Speaker 2
So that yellow cable will now be connected to your computer, so disconnect your computer from that switch, which is on port number four. So disconnect your computer from it. Yes. So there will be no longer switch. So your set up will be modem and then linksys node and then computer. Yeah, we will just test it. If there's something wrong with the cable
77:00
Speaker 1
Okay, what if I just moved it support five? Take it from port one. Okay.
78:00
Speaker 2
Oh the four if there is a switch in between we will check the wired connection because that's why you are just getting 91 or 81 because the X mark on the port is located only to 10 or 100 Mbps. [silence] Let me just check the specs on that uh switch just a moment. I'll just put this call on hold again for 2 to 3 minutes. All right? I'll be right back. [silence]
78:00
Speaker 1
Yes right all right um I don't see anything written on the cables. Oh wait here we go. All right that one's cat 5. We're looking at just the yellow one right? All right cat 5.
86:00
Speaker 2
Yeah, sorry, patiently waiting. Yeah, as per checking here on my end, for this switch that you have, all of these switch has a one gig capability. So it it is also auto sensing. So it might be your cables. So can you like check your cables? It has a label like cat-5 or cat-6. Can you double check it again? Like, [silence] it might be written on small letters. [silence] Okay. Yeah, just yellow cables. There's nothing wrong with the white cable.
86:00
Speaker 1
Both are. Both are capitalized. chat six. Okay, hold on. I think I can use it. Okay, hold on. Okay. Will those also be yellow?
87:00
Speaker 2
Yeah, that's why, because Cut-5 cables can only get a speed up to 100 Mbps. So I suggest you purchase a new cable, uh, Cut-6 cable. That that one can get up to 1 gig. So you can get your 500 Mbps wired. Oh You replace both your yellow cables to Cut-6.
87:00
Speaker 1
Mm-hmm. So it so it might be a white cable as opposed to a yellow cable, okay? Okay. Well, that might be where the problem is. Okay. Okay. Let me get new cable and let's keep our fingers crossed after an hour and a half of working with you. I appreciate your help. We should have checked that for a ship.
88:00
Speaker 2
It depends. You can try to ask on, um, store, because it's color coded too. So, it might be, like, the same color white to make sure that it can get up to one gigabit speed. Like, the cable, uh, that is connected to your modem, the white cable. Oom. Yes. Yeah, or, like, to make sure that it has a mark that is a cat six mark on the cable itself. Yes. So, there's no problem with the node, just take the cable. Okay. You're welcome ma'am. And by the way, since we, like, swap your node, would you like to um?
88:00
Speaker 1
Well, if this one works, I don't want to have to go through and change all of this all over again. So if this one works, I mean is there a problem leaving it the way that it is? Oh, okay. So what do I need to do to take it back then? which is basically okay.
89:00
Speaker 2
use this other node as your child node and reconnect your old uh router. Um that's all right, it's up to you because you just have to like reconnect it because we did not reset the other node. Yeah. Uh just reconnect it back the way it was connected before. And do you want to add? Yeah. Y yeah just unplug and then plug it back in. Or if not, um you can re- [silence]
89:00
Speaker 1
[silence] Let's do that. [silence] How do I do that? [silence] So where, [silence] say that again, where am I going? Okay. Yeah, I'm there. I'm I'm on the I'm on the troubleshooting page right now. [silence] All right.
90:00
Speaker 2
set that old node, we will make it as your child node and this current parent node that you have, we will just rename it the way it used to be it. How about that? Okay. Okay. Um, let's rename it first. Um, you go back to your, um, Linksys Smart Wi-Fi tools on your computer. Link his mark. Uh, to the website, myrouter.local to the dashboard. Yes. Um, kindly click okay to exit from that page. And then, um, on the main page, can you scroll down at the very bottom? Can you see and user license agreement, privacy statement?
90:00
Speaker 1
Yeah. So at the very bottom it says end user license, privacy statement, third-party license and Ocilla privacy. Those are my options. Okay, Wi-Fi settings. Okay. Okay. So I'll have to change that on my phone then too, correct? [silence]
91:00
Speaker 2
Um, kind of click SE A, the last option. Okay, there. All right, so there's no SE anymore, that's all right. So you'll go back to wify settings, that's still on the left side option after, um, troubleshooting. Then, yeah, then there you can change your SSID and also the Wi-Fi password since it's still on its default settings. Um, you can change it, like, the old network name and password that you have before, so that your phone will just connect automatically.
91:00
Speaker 1
I don't know what it was before. Do I want to, do I want to 2.4 GHz or 5 GHz? All right. That's a change. Yes. to and then I'll have to change that on my phone as well. All right.
92:00
Speaker 2
base helicopter checks in. The frequency is 250. Uh, that's 25 checks in. 608th ROCS.
92:00
Speaker 1
Does uppercase and lowercase matter? No, do I? I mean, do I have to type it in one way or the other? Does it need to have or will it recognize or should it be uppercase and lowercase. All right, and what about there's also um, there's a there's a 5 gigahertz two band also.
93:00
Speaker 2
and, um, yeah, it doesn't matter. it's up to you. Yeah, it should be um there's no restrictions on it. What character would you like to use, but make sure they have you name them the exact name for both bands, same credentials for both of them. like 5 GHz one and 5 GHz two.
93:00
Speaker 1
right now will I have to re log into like my Roku and change all of those settings as well um fine okay. okay, so they all match. they all say WPA2 personal.
94:00
Speaker 2
Yeah, if you have three bands, they all need to be the same with this same name. Yes, ma'am, then just hit apply. Okay, then just hit apply. Once I double check. You can also take a picture for that so that you won't forget or just in case.
94:00
Speaker 1
Okay. That's there. Router is applying changes. What else?
95:00
Speaker 2
[silence] [silence] and then once done, just reconnect your devices to that new network name and
95:00
Speaker 1
So right now there is. There's no light on the router currently because it's not plugged in at all. Oh, no, that's the old one. Okay. No, it is. Yep, okay, so it's on. The old one. Um, possibly, yeah. Uh, it's, it's been off because I've been having these connectivity issues and so I thought, well, I'll just remove that. Maybe that would help, but maybe we can go back to using it again.
96:00
Speaker 2
Password. Would you like to use mute? Okay. Okay. All right. Do you want to use the other node as a child node or like a booster or wireless extender right there? Or just wanted to turn it off so, yeah, just plug it back in right next to your new parent node, atleast - or
96:00
Speaker 1
Oh, goodness. Hello, what I have. Oh, over here, hold on. [silence] All right. as close as it can get. Um, [silence]
97:00
Speaker 2
at least 2 to 3 feet apart from it, then we will go into reset and readd it as a child node. [silence] Got it.
97:00
Speaker 1
Yeah, there is no light coming on. There they go. All right, so it's blinking red. [silence] So it's blinking red. [sound] I'm still holding it, but it's not blue. [silence]
98:00
Speaker 2
Okay, so since it's blinking red, kindly reset that one. Just press and hold until the light will turn off and once it will go back to blue, release. You can let go and wait for the light to turn blue, and it will reboot.
99:00
Speaker 1
All right, it's solid red, on the main router, not the not the child. Okay.
101:00
Speaker 2
Okay, then you do the five press again on the main router. Yeah, the main router. You add it. Five press, one press every second.
101:00
Speaker 1
Right. So, it's green on the main, but it's still red on the other one. It's not blinking. It's solid red.
102:00
Speaker 2
If the child node will start to blink, that means it's trying to connect with the main node. [silence] Do the five press again on the main node, make sure not too slow and not too fast.
102:00
Speaker 1
Green, main solid and now the new one is showing blinking red
103:00
Speaker 2
Okay, good. It'll take three to five minutes for the child nodes to connect, so just let me know if it will turn solid teal or blue. So, once it will turn solid blue or teal, you can unplug that one.
103:00
Speaker 1
Yeah. Still blinking, red.
104:00
Speaker 2
And then relocate it to wherever got you wanted to plug in.
104:00
Speaker 1
potential to better. My next question is for the cat sif, correct? Okay. So, we're still blinking red. Oh, okay, so now we have a solid green.
105:00
Speaker 2
okay, [silence] yes, Cat 6. so that it [silence] it will get the 500 Mbps speed. Yep, just wait for it. It's not yet five minutes though. okay, just give it another minute. It might
105:00
Speaker 1
Yep, that's what I. that's what I. Yep. Now we're green. Oh. Okay. Okay. Well. [silence]
106:00
Speaker 2
[silence] All right, that's good. So, you can now unplug that one and then relocate, then yeah. Just another just wait for another five minutes for it to reboot and then reconnect. All right? So, you're all done. We're all now set up. If you wanted to check your settings, just go back to that website myrouter.local and then just reconnect your devices to your new Wi-Fi name and password. All right?
106:00
Speaker 1
may have solved the mystery that I've been dealing with for the last two years, because everyone has just told me, nope, there's a problem but we can't find it, and you found it, so thank you. All right. Okay, can I close? Should I say apply for? Yeah, I probably should apply these name changes. but it's not doing anything. It's not. So say okay. Okay, so say okay on there. All right, how do I get back to change that on my phone? Again, it says Wi-Fi.
107:00
Speaker 2
you're welcome yeah, at least we already know all right, so if you need more help, just feel free to call us back all right um, yes, just keep applying if you haven't clicked it earlier, if it's already been applied, uh you can check your Wi-Fi settings on your phone if it's there yeah, you can double check if it's there or not [silence]
107:00
Speaker 1
yep. All right. So, password. Each this. Why won't it let me change it? It has the old password on here. I want to change it. How do I change it? Join this network, forget this network. Auto join. Um, it won't let me change. It shows the. Okay. Right.
108:00
Speaker 2
Okay. Yeah, it's not joining. Uh, try to forget the network first. Because maybe it's still sensing the old name.
108:00
Speaker 1
I'm just waiting for it to connect. Why is it not connecting? [silence]
109:00
Speaker 2
. [silence]
109:00
Speaker 1
okay, so looking at, looking on here, it has, oh, okay, so, here, it, it showed, showed the password, as my, that's not, that shouldn't be it, the username should be the develop setup and then the password that I set. No, this, this, this came up for the Microsoft account. So, I'm changing that. But it's still, yeah, it's still not connecting. All right, so you said, turn it off and turn it back on again.
110:00
Speaker 2
Like when, if you don't click on to refresh the page or the list. You did not change the Wi-Fi. You did not change the Wi-Fi name. Yeah, on the Wi-Fi on your phone.
110:00
Speaker 1
I'm getting that spinning circle thing. Um, it shows v-lup setup 40A. Okay. Um, where do I- Yeah, Yep. Setup 40A for all three options. Um, it's- it's fine to leave it, but I just don't know why it's not connecting.
111:00
Speaker 2
The network name is there right it's showing up the one that you change have on the computer setting on the dashboard what the Wi-Fi name there develop Do you want to change it or do you want to leave it as it is
111:00
Speaker 1
Oh. So we have to change that now. Okay, so we. So, that now. All right. So, um, right now, where do I, where do I see that? Doesn't, it doesn't, it doesn't list. It doesn't list the name under Wi-Fi settings. On on the desktop, it still shows Bell App Setup. Um, but it doesn't. I can't find that. Where is that? [silence]
112:00
Speaker 2
Yeah, because the Wi-Fi name's Velup is not yet changed, so you need to connect to that one, mm hmm. It still Velup? Yeah. How about the password? Is it the default one, or your own password? silence After Wi-Fi name, then Wi-Fi password. Is it still the same as the default one? Or silence Yeah, on desktop. How about the Wi-Fi passwords?
112:00
Speaker 1
[KEEP_UNCERTAIN] So I have deviceless. Guest access, parental controls, priority and speed check. I don't have Wififift. um, wifi password. Okay. Ufbypassword, yeah, that's there, that's there. That's there. Okay. So I should change the wifi name in the same spot now. Is that correct?
113:00
Speaker 2
uh, under Wi-Fi settings on the left side, the left side option, you click on it. then, connectivity troubleshooting and then Wi-Fi settings yes, uh since it is still well up
113:00
Speaker 1
OK, I hit Apply. I took a picture. It says your router is applying changes. On my phone. Yep, it shows not connected. I'm turning it off, turning it back on. All right, so that network says, "Join this network." All right. [silence]
115:00
Speaker 2
do. [silence] okay. [silence] okay. [silence] that's good. [silence] so once done, you check if the network name will now show up [silence] on the list. [silence] yes. [silence] Mhm. [silence]
115:00
Speaker 1
Okay. for your help. You too.
116:00
Speaker 2
Okay that's good. So just connect your other devices to that kind of network name and use your password all right . You're all good Okay All right. So just feel free to call us back ma'am if you need help. So any more questions regarding this one Okay You're welcome ma'am. You did a also great job today. Thank you for calling Linksys. You have a good one. Bye. Silk.
116:00