V2 Rubric Detail — e5fd506e-81ed-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 14:43
Duration
125m 14s
Contact
630-863-0754
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137643
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping of internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 8 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall72.7% (+14.7)

V2 Grader Summary

The agent successfully resolved the customer's Velop connectivity issue through troubleshooting (resets, MAC cloning, physical connection checks) with the customer confirming all nodes returned to solid blue and the network working. While technical accuracy had minor gaps (skipped modem test, MAC cloning context), the outcome was fully resolved. Communication was adaptive and empathetic, though call framing could have been clearer. No critical failures or auto-zero triggers occurred.

V1 Case Analysis

Customer's Velop nodes showed red flashing LEDs after modem change. Agent corrected Ethernet connections, performed 5-press reset on main node, accessed router UI via myrouter.local, enabled MAC cloning, and confirmed all nodes solid blue with internet restored.

Troubleshooting Steps
  • Verified correct Ethernet connections (modem → WAN port near reset button).
  • Performed 5-press reset on main node and reset child nodes.
  • Accessed router UI via myrouter.local and enabled MAC cloning.
  • Confirmed nodes show solid blue and internet connectivity.
Key Observations
  • Agent initially provided incorrect URL (myrouter.local.com) before correcting to myrouter.local.
  • Did not perform the required ISP/modem direct-test step from universal_isp_modem_diagnostics.md.
  • Gave confusing instructions about Ethernet port usage, including suggesting direct computer-to-modem connection which contradicts KB guidance.
  • Correctly applied 5-press reset method on WHW03V2 and successfully enabled MAC cloning to resolve WAN connectivity.
  • Call was extended due to repetitive information requests and port configuration confusion.
Positive Highlights
  • Correctly used the 5-press reset method on the WHW03V2 main node, which is valid per universal_5press_models.md.
  • Successfully guided customer to enable MAC cloning, which resolved the WAN connectivity issue.
  • Confirmed resolution by verifying all nodes returned to solid blue and internet was restored.
  • Maintained calm tone throughout despite customer frustration and technical complexity.
Agent Errors / Gaps
  • Provided incorrect web address (myrouter.local.com) for router access at timestamp 0:39.
  • Failed to perform initial ISP/modem direct-test as required by universal_isp_modem_diagnostics.md.
  • Suggested connecting computer directly to modem at timestamp 0:31, creating IP conflict risk and contradicting KB guidance.
  • Repeatedly asked for model/serial number despite already having them, causing unnecessary loops.
  • Gave unclear and changing instructions about Ethernet port usage, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at end: 'Everything solid blue and everything good' with all nodes online and stable; agent verified resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, cable checks, and MAC cloning but skipped KB-recommended Step 1: testing directly at the modem before router-side fixes.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged outdated firmware and performed OOW troubleshooting but did not verify warranty status or offer RMA path despite possible hardware defect.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (red light, 169.x.x.x IP) but did not ask about modem type early; only realized it might be a gateway at 115:00.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used router UI and IP checks appropriately but skipped critical tool: direct modem test per universal ISP diagnostics KB Step 1.
T3 Partially Met No misinformation conf 80%
MAC cloning advice was valid per KB but agent incorrectly implied it was always needed after modem replacement; KB states it's only required if ISP binds to MAC.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained control and provided step-by-step instructions but lacked clear initial agenda/framing, leading to some back-and-forth and unresolved physical connection confusion early on.
C2 Met Confirmed understanding conf 90%
Agent adapted language, repeated instructions clearly, confirmed understanding, and used simple terms like 'steady blue' despite customer's non-native English level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting steps, and did not transfer the customer.
O2 Met Proactive follow-through conf 85%
Agent gave concrete next steps (reset nodes, check cables, relocate extenders) and confirmed completion before closing the call.
O3 Not Applicable Closure confirmation conf 90%
No indication this was a repeat contact; customer presented as first-time contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed appreciation, thanked customer for patience, and closed warmly while maintaining professionalism under pressure.
X2 Met Tone & rapport conf 85%
Agent matched customer's pace, repeated steps when needed, adjusted phrasing, and kept customer engaged through complex troubleshooting.
X3 Partially Met Overall experience conf 75%
Customer repeated serial number and connection steps multiple times; agent could have streamlined verification earlier despite eventual resolution.
Call Transcript192 turns · 214 lines
Speaker 1
yeah good morning so my name is nelson and yes so i changed my modem i just bought the linsky velob uh setup 3 you know i just connected it but it is not working okay so serial number um give me one second
00:00
Speaker 2
Welcome to Cinexus 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 Cinexus. This is May. How can I help you? [silence] I need the serial number of that device. What's the serial number? Uh-huh.
00:00
Speaker 1
One second. [silence] Give me one second. [silence] Give me one second, ma'am. [silence] You want a model number? A model number, It may be a... Modern number W... W03V2.
01:00
Speaker 2
yeah yeah okay how about how about the serial number
02:00
Speaker 1
to [ silence ] 20 J and J 20 0 0 5 8 00721. I think three [ silence ] This one I connect to the mood. Jen, this one I connect to the modem. The serial number
03:00
Speaker 2
go ahead mm-hmm mm-hmm Okay. And you bought a total of how many packs? Okay, thank you. And one second. What's uh...? And the light s- whatever you light s- of that router, what's the light on top?
03:00
Speaker 1
Right now it's, uh, right now it's green. No, actually recently I changed the modem. That's why. Then after that, after that is the one day's working, next day's, you know, just to, one hour, two hours, and after that it's gone. The, the, the signal's up, flashing red light for the, the thing. Uh, Wi-Fi extender. No, no, it's not, connection's not ready. I've got it, I unplugged it, uh, right now. So I just, uh, disconnected, so, so all the times, uh, just, uh,
04:00
Speaker 2
Okay, that means it's online. Is it just like you're just having trouble with the extender? [silence] Mm-hm, but right now, it's already steady blue. [silence] Is it like it's working right now? It's just that the connection is not steady?
04:00
Speaker 1
just put installed yesterday the new modem modern device then after that it's working fine then after that then flashing red light and some red light all the time. Yeah so yeah that's the originally yeah that's originally new yeah uh blue stream. Yeah right now it's working fine the actually, it's my yesterday I set up the Wi- Fi's working fine, TV's working fine, the laptop's working fine everything's working fine.
05:00
Speaker 2
if you replace the modem, you should make sure that the one that's wired to it right now is still the original main node. is that still the original main node? the one that you plug and wired. and who's your internet service provider now? okay. check your wi-fi list if you can still see your wi-fi broadcasting.
05:00
Speaker 1
Yeah. So, all the... Yeah, I just connected yesterday, two to three times. I did and then after that, then after that, the turning red, the node. [silence]
06:00
Speaker 2
and you're calling because... is it like the connection keeps on dropping? Okay, because right now it's all working. And just to let you know ahead, this device that you're calling for is actually part of our router, which we don't manufacture it anymore. This is not really the latest. And when it comes to firmware, it doesn't have one anymore. It doesn't have any new version in the future. So, whatever firmware it has right now, that's already going to be the latest. And since all nodes are online as of the moment, what I can do is just to check the settings.
06:00
Speaker 1
uh-huh. I just reset the yeah just recently I did yesterday only one time yesterday. Yeah um Okay
07:00
Speaker 2
Especially the distance or the signal strength of the extender nodes, and that's the only thing I can do. I'm waiting for you to sleep. Ah! I believe you already reset this whole mesh system and you set it up again. Am I right? Okay. Because that's going to be the last troubleshooting that you can do, by the way, to have it reset and reconfigured, like pressing and holding the reset button, not just unplugging it and plugging it back in. Okay. So, if you already did it yesterday, yeah, what I can do right now is just to check the settings. That's it. If the settings are...
07:00
Speaker 1
okay. okay. yeah. yeah. just technology. Power cord plug in. Internet cable connected. if you know, right now. and um just. yeah. okay. okay. okay. okay. yeah, that's cool.
08:00
Speaker 2
Good or not, but on top of that, we cannot try to adjust the channel. And yeah, regarding the firmware, there is doesn't have really a new firmware anymore. All right. So the extons, since you have there total of three, those other two nodes, is it already connected to to the to the to the uh different uh different part of your house? All right. And you're just right beside now uh near to the main node. Mhm. Do you have a computer? Okay. So make sure your computer is connected to your Linksys Wi-Fi. And if it's already connected, try to open a browser.
08:00
Speaker 1
Okay. Uh, actually, which browser are you going to use? I use both Safari and Google Chrome, Google Chrome's fine. Give me one second. [silence]
09:00
Speaker 2
I will provide you a link to access. Any browser will do. That's okay. That's fine. Any browser. And then [silence]
09:00
Speaker 1
I just connected the power cord to the node, then the red light is flashing, you know, so wait for a little bit and... Yeah. Yeah. There is a two slot in the Ethernet port. Just plug it in one, you know. Just one. Right? No, blinking the the red light.
10:00
Speaker 2
Since it has two Ethernet port, so you mean to say, uh you wired your computer to the second port of the node? Am I right? Yes. Okay, so you can now, is it back to study Blue? [silence]
10:00
Speaker 1
Yes, still blinking. Yeah, still flashing in the red. You Crazy I'm going to reset the new one, okay
11:00
Speaker 2
I think so still flashing. Okay. Make sure that the ethernet cable wired to the modem is connected to the port near the reset button. Okay. And your computer must be connected to the adjustment port. What do you mean reset?
11:00
Speaker 1
Yes. Yeah, red button. And then OK. OK. I switched the port and I got a pin port on the node. I just switched it. Let me see.
12:00
Speaker 2
You're pressing the reset button. No n no need actually to press the reset button it's just connected to a wrong port that's why it keeps on blinking did you already connect the ethernet cable from the modem to the port near the red reset button yeah just double check the connection it really mat matters the physical connection between the modem and your Linksys node main node and your computer again from the modem to the Linksys main node and then to your computer. connect the Ethernet cable should be connected to the point near the red reset button and the computer should be connected to the adjacent point.
12:00
Speaker 1
okay right now what are you gonna do now uh the the one second uh it's still flashing so give me one second okay [silence]
14:00
Speaker 2
What's the light status of your lincis now.
14:00
Speaker 1
- Okay. One more time explain to me. The node internet cable connected to the modem? There's a modem, a modem reset button. Yes I ... Yeah I did. I did. I did earlier. I did earlier. Not ... Not change it. Not change it. Just leave it like that. Yes I don't change it. [silence]
15:00
Speaker 2
Me know what you're trying to do. Yeah, and that should be connected to the reset button, the port near to the reset button. Not the modem, but Linksys. Okay. So, the cable connected to the modem, the other end should be connected to the port which is near the reset button on the Linksys routers main node. Just don't change the connection, okay? Don't interchange the cables. Just leave it like that. And you pressed or
15:00
Speaker 1
Yeah, I did. Okay. Hold the reset button. Okay. Okay. Okay. Now, lights off, all right is gone. Okay. Give me one second. [silence]
16:00
Speaker 2
Earlier, the reset button, right? Okay, that's why it keeps on flashing right now. Just press and hold inside the reset button. And let go when the light is off on top. Yeah, press and hold. Until the light goes off. And put other your two extender. Plugin it right beside the main node now, within five feet.
16:00
Speaker 1
ah yeah that two node I put in close to the uh close to the I connected the the power cord he won't reset but other node okay okay
18:00
Speaker 2
Hold the reset button of those two extenders as well. Same thing. Only let go when the light is off. [silence]
18:00
Speaker 1
OTHER NODE Y OR YE I JUST JUST JUST RESET THE BUTTON NO, IT IS STILL RED ON NOT STAYING ON OR STAYING ON, NO FLASHING NOTHING STEADY IT IS STAYING ON
20:00
Speaker 2
Well. So the main node now is it purple? [silence] study are flashing? [silence] Okay. Now flashing or study. Now use your computer, open a browser. And then on the address bar, type there the numbers 192 and press Enter.
20:00
Speaker 1
19 2 dot one 6 8 dot one 6 8 dot one dot one. Okay. Then click it search it. Yeah this site can can be reached. Uh this is a Mac.
21:00
Speaker 2
92. That 168. That one. That one. That one. So again, it's 192. That 168. That one. That one. [silence] Okay. This is a Macintosh computer or Windows computer. Okay. Let's check the IP address. Is it really 192. That 168. That one. 111. That one.
21:00
Speaker 1
what's that uh what what's that I'm sorry? No. Yeah, hang on. I'm going to say, um, Wi-Fi. It's already connected to the Iris modem, but Yeah, I connected to the Iris modem, yeah. I connected. The problem is the node is not connected, so.
22:00
Speaker 2
to the router now. This Mac computer. This computer, is it really physically connected to the main node? Okay, connect it to the Wi-Fi then. You mean to say you Wired your computer to the arizonem?
22:00
Speaker 1
Okay. Okay. The Mac, yeah, right. Mac, right, Mac connected with a modem. Right? The PC. iMac, connect with the modem. Yeah, there's a tool. Yeah, there's a tool in there. Okay. Yeah, what what are you gonna do now? He's uh, unplugged the.
23:00
Speaker 2
One second. Can you tell me where this computer is really wired into? So there's two ethernet ports on your modem. Okay. No need to wire your Mac computer to the modem, okay? It should be modem to the main node. And main node to your Mac computer. Yes. And transfer it to the correct one. Always. So the modem is this one. So the correct one would be the first one?
23:00
Speaker 1
Okay. Okay. Disconnect the Mac internet, right? The port. Disconnect it. Okay. An then, uh, then you wanna connect the other port to the node, the PC. You know the ethernet cable. The MacBook, connect with the node. Yeah and my Oh, that I tripped in this way. So hang on. I'm. I'm. I've just connected the node. I switched to the um, earlier I connected the the Ethernet to the Mac. I connected with the the modem. Now I switch the um, I connected with the uh, node.
24:00
Speaker 2
Yes, second port. [silence] You know what? It's already 25 minutes, but we still. i'm sorry, were not able to access yet the settings. So we're still on the physical connection. more or less like this, okay? So from the modem, make sure the ethernet cable goes directly to the port near the reset button on the main node. Now for your iMac computer, don't connect it to the modem, wired it instead to the linksys second port. [silence]
25:00
Speaker 1
[KEEP_UNCERTAIN] Okay, one more time. This is two for the, uh-huh rules that, okay. Okay, okay. All right. This is two for the, uh-huh rules that, okay. Okay. Okay.
27:00
Speaker 2
so from the modem there should be one Ethernet cable only plug into it and that Ethernet cable should go directly to the Linksys main node port near the reset button. Now, for the second Ethernet cable, it should be connected on the second port of the main node, the other end to your iMac computer.
27:00
Speaker 1
The one is coming in the the modem connected to the the no, or reset, close to the reset button, right? Okay, as I plug it. Okay, that's when I plug it okay the one cable the next cable, okay.
28:00
Speaker 2
yes okay now open a browser on your computer and access the numbers I gave you 192.168
28:00
Speaker 1
I cannot open the Safari, so, okay. Yeah, I cannot open so. No I cannot. I cannot open the page. Uh I can't open the searching bar, it's not coming up.
29:00
Speaker 2
What's the page you right the do now? Did you type it on the address bar? you're using Safari browser? Okay, one nine two dot one six eight dot one dot one go ahead, I'm listening. Hmm.
29:00
Speaker 1
with a MacBook Ethernet port I connect with the model. The other other port with this node, you know. Yes. [silence]
31:00
Speaker 2
I understand, and that's why you keep losing internet. We advised instead. Exactly. Your modem is just a plane modem, right? It cannot broadcast its own Wi-Fi. It doesn't have its own Wi-Fi. It's just a plane modem. Am I right? So if you wired your computer directly to the modem, it will have conflict with the internet connection. That's why your Lynksys main node should be the one or the only device wired to the modem. Make sure it's online first. in before you can connect your IMax computer, because it's just a plane modem. It will only prioritize one device.
31:00
Speaker 1
uh-huh yeah before the yeah previous model uh working fine i changed it that's the problem you know uh actually have the issue with the what i pulled the the internet cable i have issue with the every time lagging the internet you know so they put in new cable line then replace the new model so they're putting started new model the red yeah red light's on
32:00
Speaker 2
you want your Linksys to be all online right and working fine that's why your lingchances right now are still all red on top. uh, DydierRed, okay let's just do this uh shortcut way to all uh to have it all set up just press the reset button on the main node five times [silence]
32:00
Speaker 1
OK. Five seconds. the orange light.
33:00
Speaker 2
Press release press release press release five times. Okay it will keep on flashing. We'll just wait until it will turn to solid blue the extenders nearby will also blink after that your Wi-Fi will be ready for setup the one indicated on the sticker underneath this main
33:00
Speaker 1
Yeah, Nelson, K A T O R. N E L S O N. K A T T O O R at gmail.com. [silence] Yeah. [silence] O1S.
34:00
Speaker 2
The. that's going to be your Wi-Fi. What's your email address? [silence] Your first name, is it Nelson with double S? On your email, Nelson, the S, the letter S, is it double or just one S. Okay. [silence]
34:00
Speaker 1
Right now some the change the orange color and orange lights then right now so red no study uh those two selecting the big ones study red
35:00
Speaker 2
is it still blinking right now? Daddy are you blinking? And the other extender is it blinking or just steady read. Your links is right now, it's still physically connected to the modem,
35:00
Speaker 1
Yeah. Yeah. There is a uh, I switched uh switched out uh the pin you know so right now um the Net is the next port I put in in the second slot the node right? [silence]
36:00
Speaker 2
Okay. And the Ethernet cable is, uh, is connected to the port near the reset button, right? Good. Good. And the second port of the main node, is it also occupied or there's no cable connected to it? [silence] Okay. Good. And can you tell me again, it's serial number. We only have 14 characters for serial number. The one I have here are 16 in total. So I guess something is, uh, yeah.
36:00
Speaker 1
You want the big note right now? Yeah. I'm Yeah serial number 20. No, no, no. More only 1 serial number. More model number. Okay. 20 J. 2060. Yeah, I'm checking now. Can she repeated model number [silence]
37:00
Speaker 2
[silence] The number that I have here is incorrect. Can you tell me again the serial number? [silence] It's 20J10 main node [silence] serial number mm. [silence] Is it 5800? Okay. Is it steady red still? Okay. On your computer, try to access there now my router dot local my router dot local on the address bar. Please, mom.
37:00
Speaker 1
okay my monitor my router L O C L no okay okay then enter Yeah, there's uh, I am getting a warning I trying to access my router setting in a browser the pop-up screen
39:00
Speaker 2
Access your router settings ui by typing my router dot local calm in your browser search bar.
39:00
Speaker 1
There's a Lin ski why I'm getting warning below continue okay okay your connection is not private okay and proceed my okay are the access router password they asking router password okay ADI a
40:00
Speaker 2
Okay, what's the page you have there? okay, click continue below. Continue. Okay, click advance or show details to proceed. Okay, type there admin, all small letters.
40:00
Speaker 1
okay admin okay sign in yeah there's uh network status is no in the net connection a where is the connectivity
41:00
Speaker 2
u u huh. okay good you're now finally log in click continue mean connectivity on the left side click connectivity that's on the left side under router settings connectivity troubleshooting Wi-Fi settings [silence] ring Go to internet settings. Under internet settings, there's a MAC clone on the lower right side. Check the box Enable. That's right beside basic. And then check the box Enable for MAC clone. That's on the lower right side. [silence]
41:00
Speaker 1
I, uh, right side, uh, router setup, uh, optional, uh. Okay. Internec settings. Go to settings in the computer, huh? no, yeah. Uh, I did the connectivity. Yeah, I did.
43:00
Speaker 2
Not that one, it's on the lower right side. There's a Mac clone. There are empty boxes. Under internet settings. Lower right side. Still on the Web user interface. Earlier, you click the connectivity tab. And I ask you to click internet settings. Now under in, under internet settings.
43:00
Speaker 1
uh huh um uh macaron I N so in the macaron um oh yeah yeah okay uh Mac no yeah Mac yeah Mac address clone right okay okay then uh okay okay then click it [silence] Uh-huh. Okay, okay, I got it. Yeah, I got it. You got, finally, applied, okay. Applied, change, okay, I click OK. Then it's the same page, you know, MAC address log in, the number is coming up, that one's gone, you wanna apply again?
44:00
Speaker 2
You will see numbers and letters that will show up. And then hit apply. Applying changes, click OK. No need, just click on OK under the connectivity tab.
45:00
Speaker 1
Okay, the same thing. no internet connection. No. Yeah, still red, still red. Give me one second, man. Okay, next slide. [silence]
46:00
Speaker 2
Still no internet, the LED indicator of your link is is it still red, solid red. I'm Yes.
46:00
Speaker 1
[ silence ] say, I want make sure that the PC Ethernet cable go to the node, right? Or modem Internet port which in the computer, right? computer Ethernet cable, right? The node, right other end go to the modem, right? Yeah, I just want make sure, you know, so, okay. [ silence ] Uh-huh. Yeah, unplugged the um, unplugged the uh power cord? Okay.
48:00
Speaker 2
Yes. It should be on the main node. Yes. Yes. Yes. It's OK, just turn off your Linksys main node and unplug your modem. That's it, no need to disconnect the cords, just the power adapter and then switch off the Linksys main node. Yes, both devices, Linksys and then the modem.
48:00
Speaker 1
You want to plug it in? [silence] Hello? [silence] You want to plug it in, power cord? [silence] Oh, only the modem. Okay.
49:00
Speaker 2
[silence] Yes. [silence] Just switch it off for now. [silence] And then we'll just wait for just 30 seconds before we turn on the modem first. [silence] Just the modem. [silence] Only the modem. [silence]
49:00
Speaker 1
[silence] [silence] Do you understand English? No, I don't speak Mandarin Mandarin. [silence] is still blue in a modern you know so give me a couple of seconds um okay yeah actually still uh still blue and then when you turn it green then i connect with the node okay [silence]
50:00
Speaker 2
Okay. Yeah, sure. Once it's totally back online, you can turn on Linux OS, okay? LinuxOS main node. Still rebooting. [silence]
51:00
Speaker 1
Do you want to plug in now, the note, or no? Okay. I mean, it's already, right? OK. That's so flashing.
52:00
Speaker 2
Once the modem is back online,
52:00
Speaker 1
OK. one plugger right now, to Modem's ready. one plugger is the node [silence] Yeah, I just plugged it in the grow [silence]
54:00
Speaker 2
turn on your link soon. [silence]
54:00
Speaker 1
Give me a second, okay? Yeah. Coming blue lights, then change to red. studying red. Now. And then, uh, no- Then come blue, right now they changing to red.
56:00
Speaker 2
Okay. Five, four, three, two, one. Is it back to blue now? Solid blue....
56:00
Speaker 1
Ooh, what but yeah, I'm still on that page, you know. Yeah. Okay. Oh, I see it C call me want to do it again? the my router local.
57:00
Speaker 2
Okay, access again the settings of your Linxess using Stil-my-router.local. You still have it on your computer. [silence] Okay, refresh the page for us to get the latest status. [silence]
57:00
Speaker 1
uh I. Tried uh my router local is not coming up. I. Cannot open the page. uh
58:00
Speaker 2
uh huh my router that local, so try 1 92, that 168, that 1, that 1.
58:00
Speaker 1
Okay, half. Uhm, what is the one? I nine two, okay. Yeah, try this. Same. Wait, I have (connected), yeah, I (connected), but yeah, I (connected), that yeah, but it's this is still on read.
59:00
Speaker 2
192.168.1.1. okay. your computer is still wired to link sys, right? your computer is still connect physically connected to the link sys main node. the main node. and then since it's still connected.
59:00
Speaker 1
Rota local. Okay. [silence] Yeah. I can't open the page. [silence] What's the Google Chrome browser? [silence] Hello?
60:00
Speaker 2
All right. Try the, uh, try this one. Can you close that page completely? And on the main page, there is a Apple icon on the upper left.
60:00
Speaker 1
Yeah. Left. Okay. Ch-ch-ch-system settings. Okay. Network.
61:00
Speaker 2
Mm-hmm. So, just click the Apple icon on the upper left. And then you can click there, the system status. System, yes, system settings. And then go to network. Network. Can you see network? It's the globe icon.
61:00
Speaker 1
Okay, network. Network? Okay. Okay. I just clicked ethernet. Network, ethernet. I clicked it. Uh, [silence]
62:00
Speaker 2
Okay, can you see Wi-Fi on the left side? I mean Ethernet. Can you see Ethernet?
62:00
Speaker 1
uh let's show in details IP IP address tracking IP address okay one six one six nine two five four okay you gonna just fold is the right button right?
63:00
Speaker 2
click details. so that's can you see the IP address? IP address. what's the IP address? I can't. Okay, that's 254. Okay. So that's the reason why we cannot access the settings of the linkage is because having 169, it's an invalid IP address. So, um, K Alain, press and hold again, the reset button on your linkages main. No. press and hold it and then let go once the light is off on top.
63:00
Speaker 1
Just hold it the red lights off. That's it. Release uh the small one. Yeah, that's the blink. Yeah, red blinking. Yeah, blinking red. [silence]
64:00
Speaker 2
and the extenders nearby, they're blinking, right? They're just blinking red. [silence] yeah, the extenders nearby. [silence] There's one that we powered on right, and they, they okay. [silence] Kylie, press as well the reset button. Nelson, same thing. [silence] Press and hold. [silence] Let go once the light is off on top for both nodes. [silence] We need to reset it all. [silence] Your parents' node has a like an invalid IP address earlier, which means it's defective. we'll try to recover it. If it still uh will get 16.954 IP address, then we need to replace the main node. We'll see if after reset it will grab a valid IP address. [silence]
64:00
Speaker 1
Yeah, still red on the big node. okay. okay, network uh, internet. I think it's the same as my IP address 69.169, nothing changed, yeah, nothing.
66:00
Speaker 2
That's fine. Let's check right now if it has a valid IP address, Nelson. Go back under network again, network settings of your computer details. Please check if the IP address now is already valid. If it's no longer 169. It should be other numbers than that.
66:00
Speaker 1
Eh,non,non,non,no,non,no,non,non,no,eh,non,no,non,non,eh,non,non ecco 192 1921,68992,ah
67:00
Speaker 2
Can you connect your phone instead, Nelson to... What's the numbers? Okay, you can now open a browser and access that numbers. 192.168.1.1.
67:00
Speaker 1
[silence] hang on give me one second.
68:00
Speaker 2
Okay, are you routed now to the Linsys? Uh-huh.
68:00
Speaker 1
[silence] The 1, 6, 8. Um, no, cannot open the page. Um. Uh, no. [silence] You can open the page, man. Now. [silence]
69:00
Speaker 2
198 168 its not working okay
70:00
Speaker 1
Okay, my router's local. Okay, same thing, Uh, continue. Okay, continue. Uh, Uhm, but uh, Continue, done now with that. You're connection is not private.
71:00
Speaker 2
Did you try to use a different browser? You can try my router.local.com. Continue and then show details or visit the website. [silence]
71:00
Speaker 1
I click in advance, but how I proceed the okay. Okay. Hold on. So same thing, the router, admin. admin is lower case. Right? Oh, okay. Hmm. sorry.
72:00
Speaker 2
Okay, click advance or continue. Uh-huh. Yes, A-D-M-I-N. Yes, all small letters.
72:00
Speaker 1
Necessarily loading. No, I cannot. Uh, Page unresponsive. you want me to do it again. need to do it again. need to do it again. yeah, so wait. Okay. Yeah, network status is no internet connection. One go to the connectivity. Huh no.
73:00
Speaker 2
You're now logged in. OK. Can you refresh the page? What's the network status? Is it showing connected this time? Uh difficulty again and please check the network connection type. If it's set to automatic configuration DHCP.
73:00
Speaker 1
Okay. Oh, want to check the update, there is a fame update, want to check the updates or not? Uh oh, I did the same thing I cannot reach, uh yeah, I do, it is previous setup. [silence]
74:00
Speaker 2
Okay? Update. Go for update. You cannot reach the server. Okay, you can connect your computer back to the modem now. Let's get the MAC address from there. So the way it was connected before. So, wire your Mack to the modem and we'll get the Mac address. The previous connection because there's still no internet on the links said, so unplug your Mac computer and word it back to the modem.
74:00
Speaker 1
Yeah, I plugged it. I want to back up. Uh, give me one second. Uh, I checked in the internet. No. Mm-mm. No.
76:00
Speaker 2
Okay, and check if there's internet. Try to visit any website. Can you visit any website? Is it working? There's no internet still on your computer. Okay, let's restart the modem one last time, Nelson. Just the modem, because your computer is wired already directly to it, so. Just unplug the modem for 30 seconds and plug it back in after. Mm-hmm. Turn it back on now.
76:00
Speaker 1
Yeah, take a second, OK? give me a second. give me a second. give me a second. give me a second. [silence]
79:00
Speaker 2
[silence] You still don't have internet? Not sure. Okay. Yeah. It's not yet totally disabled.
80:00
Speaker 1
yeah the the modulator is ready now
81:00
Speaker 2
Mm-hm, so check if you're online Hmm.
81:00
Speaker 1
no no it's not working
82:00
Speaker 2
It's not working. Okay, so that means it's all ready, um, it's offline right now. Um, does it usually take some time for it to totally reboot your modem or it's like all the lights are lit up now and it's just not getting any internet connection. You can try to, since there are two ports there, try the second port on the modem if it's online. Just remove temporarily the ethernet cable, which the other end connects to the other device.
82:00
Speaker 1
Okay, I what are you gonna do the computer ethernet port? Uh huh. Uh.
83:00
Speaker 2
to link this? Just to connect your Mac computer. Let's try the second port on the modem if it's online. Yes. Like, just leave the Ethernet cable connected to your computer. Just change the connection from the modem. Plug instead your computer to the other port. Just to check if the other port is working, online. [silence]
83:00
Speaker 1
oh let me accept that okay uh yeah my desktop is working fine the net was working fine yeah i see the internet working but the nod is still unread [silence] [silence]
84:00
Speaker 2
Okay. And check if you can visit new websites already. Mm-hmm. It's online now.
84:00
Speaker 1
[silence] Uh-huh. If you could read this okay. uh yeah yes you can go second one second wait uh [silence] Okay, let me see go to the Yahoo okay uh [silence] am now so Yeah. Internet.
85:00
Speaker 2
Yeah, that's why we need your computer to be hardwired to the modem for us to get the Mac address, and we're going to clone it to the Linksys, so that Linksys will be online, too. Earlier, I asked you if you're online on your modem, and you said there's no Internet. So, this time, are you already online? is that the only time we can get the Internet Mac address. Can you visit any websites now? Computer. Okay. So, click the: [ silence ] Apple system preferences.
85:00
Speaker 1
it is working. Okay, go to network. Okay, settings. Let network. Internet, right? Yeah. the thing, or 192.168.0.178. 192.168.0.178. Okay. Uh
86:00
Speaker 2
okay. go to network. What's the internet IP? Ok. And what's the physical address or the MAC address? Can you see it there? It's under hardware.
86:00
Speaker 1
you want the what are you asking ok Mac address is uh how do you find out the Mac address uh yeah uh [silence] uh there is
87:00
Speaker 2
adress Mac address or the physical address are you under network settings network okay now under network do you s STP slash IP hardware its all under advance.
87:00
Speaker 1
OK, IP, you know. OK. same thing. the page, IP address, subnet mask, router, AdDen server, search, under. Advanced settings and settings. Can you get that one setting or no you cannot get it? [ silence ] Let me see. [ silence ]
88:00
Speaker 2
Under advanced, there should be like, hardware TCP-IPI. There's none.
89:00
Speaker 1
give me a second one second actually the same page is sitting uh system settings the same page same page uh you go to general or no you want to software update in general then there's the name processor graphics memory serial number uh
90:00
Speaker 2
What's up? I'm sorry. Mhm. Yeah, general. What's under general? That's it only? No need for that. Can you access your Mm-hmm. So, earlier you clicked on the apple icon, and right now you're under network settings on your laptop. Under network, there should be advanced. And... Mm-hmm. Hmm. What type of computer you're using, by the way? What's the operating system for that? [silence] iMac.
90:00
Speaker 1
Seven. Yeah. Uh-huh. OK. Network. OK. Yeah, I see the net. [silence]
93:00
Speaker 2
twenty seven okay so how about this? just close everything there, just close everything for now. and then, so click the Apple icon again on the upper left and then go to system settings. okay, under system settings, click network. it should be in the left side bar, yeah network. okay, under network, you should see ethernet, can you see ethernet? okay, click ethernet and, did you hear that beep?
93:00
Speaker 1
Details. Yes, details. I clicked, there's, I clicked it, but, there's, a, TCP, IP, DNS, WNS, something. The hardware. Oh, okay. 3C, 7D, you want that the number, what did you call that thing? [silence]
94:00
Speaker 2
Yeah. ... Great. You're on the correct page. So click on hardware. That's where you can see the Mac address. Click hardware. And what's the Mac address now? [silence] Uh-huh. [silence] Uh-huh.
94:00
Speaker 1
You want the colon 3c colon? okay okay you already got 3c 7d you got that right? oh yeah 0 a 1d e9 c d yeah yeah Okay, yes. Link technical support, right? Hang on. Hang on. You sent me the my email, right? So the my phone or desktop? Okay, hang on. Give me one second.
95:00
Speaker 2
Did you receive my email? Okay. Yes. Customer support. Dot-com and just click the word there download. So, no need to open the file once it's downloaded because the file will be corrupted. Just click download. Yes. Do you have access to your email on your Mac computer? I sent it to nelson coutur@gmail.com.
96:00
Speaker 1
Oh, can you do the phone? I might by phone? no. oh yeah, okay. Give me a second. Okay. Give me a second. Give me one second. A tray. [silence] 100 Oh.
97:00
Speaker 2
Do you have access to your email? your Mac. If you don't have um it's okay. You can access our website instead, which is linkss.com.
97:00
Speaker 1
Can you send this same page I sent to the different email account, my, my, the desktop, no, okay, yeah
99:00
Speaker 2
okay it's fine also it's okay uh that is actually for backup purposes so we already got the necessary information which is the mac address do you you maybe know your modem is it still hardwired to your linksys node right now main node is it still hardwired [silence] uh-huh okay it's fine [silence] son it's okay uh that is just actually for back up purposes so we already got the necessary information which is the mac address do you you may now your modem is it still hardwired to your linksys node right now main node is it still hardwired
99:00
Speaker 1
Uh, You said it was still downloading page. Yeah, next step, so only one, yeah, yeah. Yeah.
100:00
Speaker 2
That's okay, that's okay, because it's on set up mode right now. Please double check the ethernet cable underneath, if it's still connected near the reset button. The ethernet cable. If you can click download, yes, you can download the file. Okay. And then, there's only one ethernet cable connected to the main node, right? Only one? Okay, good. Now, do you have iPad or a next [silence].
100:00
Speaker 1
yeah that is my daughter laptop you want to use it that one yeah okay uh how do you do that... i'll
101:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
101:00
Speaker 1
It's actually the Wi-Fi, uh, the wha, yeah, the, it doesn't matter, you know? So I, right now, as I connected this right now. So yeah, uh, one cable to the node, you know, the internet cable. So, Yeah. Yeah, it's already connected to that. It's the same way, you know, you told me earlier. It's the same thing. I don't want the same setup to the L, uh, um, the before, you know?
102:00
Speaker 2
Which one is easier for you, Nelson, to have it hardwired to the main node or to leave it connected to the modem and just connect to the Wi-Fi? Which one is convenient for you? Okay. Okay. Uh, what do you mean? Did you connect wired your computer to the main node right now? Okay, so it's no longer wired to the modem.
102:00
Speaker 1
uh hang on hang on hang on give me one second one nine two okay uh okay login admin or no which one router yeah this android this uh uh the options coming up on my desktop uh login admin uh router network
103:00
Speaker 2
Uh-huh. Okay, so access now. 192. And same on the address bar. 192.168.1.1. Press enter.
103:00
Speaker 1
Yes. Oh, okay. Give me a second. I rode local. OK. [silence]
104:00
Speaker 2
oh, you're routed to Google search. Try to access it again still on the address bar, my router dot local.
104:00
Speaker 1
in one second my router can open the page. five times okay
105:00
Speaker 2
mm-hmm. cannot open the page. okay, try this instead. 5, press reset again the main node, press release, press release, press release, 5 times. yes. press let go, press let go, press let go, 5 times. Okay. We'll wait four or five minutes max. It will, I mean, three minutes max only. We'll see if the lead will turn to solid blue.
105:00
Speaker 1
It's still red blinging. there's one uh one internet cable
108:00
Speaker 2
Okay, it's already past three minutes, but then it's still flashing. I'll try to transfer the Ethernet cable now to the other port of the node. It's just one cord right now. Plug into it. Am I right, or there's two.
108:00
Speaker 1
No., do it now, it's still, blinking red at the node. Okay. Okay.
109:00
Speaker 2
Okay. Now transfer it to the second port. [silence] Is it blinking blue now? Yeah, do it now. Yeah, and it's already been 3 minutes. That means it's just it will just blink red the whole time. So try the other port of the node. [silence]
109:00
Speaker 1
tras a tras rate yeah it's bling in and gold then turn on place and place it on red it's still on right yeah no flashing study study it ready uh actually earlier coming up
110:00
Speaker 2
Thank you. Is it blinking? Blue? Okay. 10, 9, 8, 7, 6, 5, 4, 3, 2, 1. Is it solid blue? Okay, but steady already, right? No longer flashing. Okay. Now, check on your computer, is it still connected to dev@set@up Wi-Fi names?
110:00
Speaker 1
I clicked my router local, the page is open now. Before earlier the loading, you want to go back? or no? no? no, okay. then you want to continue and
111:00
Speaker 2
[silence] Yes, you're prompted to do go to search only. [silence] Yes, please. Try to access it again. myself.local. [silence] Click continue and then log in still using admin.
111:00
Speaker 1
Adrieux. Okay, now the status is connected. Yeah. Yes, solid blue. Yeah, everything is all three nodes are completely solid blue. Actually, I wanna change it, you know, I I can keep I, no, no, no, I can keep it the same one, no, no.
112:00
Speaker 2
Good. And the light indicator of the node, is it solid blue now? Finally. All three nodes? Okay. Let's check, uh, do you want to change the Wi-Fi name? It's still under velop setup. Do you want to change that? Okay. So, click CA first. You can keep the same name if you want. Right now, it's still under velop setup. The password is still the default, which is the one on the sticker underneath the main node.
112:00
Speaker 1
okay okay so I just do like that the same yeah okay just click it the connectivity one check to update yes node rs updated go and update
113:00
Speaker 2
do you want to Keep that Wi-Fi network password or would you like to change it? okay so yep all you need to do now is to transfer this nodes back to their location this two extender. everything should be good right now. oh I forgot the firmware updates. click continue I mean connectivity and check if it still shows firmware updates available. Yes you can click check for updates to see if firmware is up to date.
113:00
Speaker 1
Yes. Notes are up to date. Yeah. You wanna ... You just want to keep it like that? Or no? I wanna ... It won't change the thing. The that sale cable. Cable? Just leave it like that? Or no? Yeah.
114:00
Speaker 2
Are all up to date? No, not, uh, it's up to date? Okay, that's good. So, no need to do update then, cuz it's already up, up to date. You can now transfer this. Mhm. You want to change the Uh, just leave it like that. Earlier, it was connected to a wrong port, so it must be connected on the same port right now. It keeps on blinking red earlier. It indicates that it's connected to a wrong port. So, just to confirm the connection, your Mac computer is still wired to the modem, right? Okay. All right. If ever you're
114:00
Speaker 1
Yeah, you can switch the- you can switch the cable for
115:00
Speaker 2
Connection, I mean, if ever after this one, L/D, your internet will still drop. I will advise you to have your IMAX computer instead wired to the Linksys, not to the modem, so that modem will focus its connection directly to the Linksys main node. I also noticed when we checked the IP address earlier, we are having a private IP address. So I think you don't have there a plain modem, but a gateway instead. Gateway is a combination of modem and router. So it's okay that your IMAX is still wired to the modem now. That's okay. Since your modem is gateway, it's not a plain modem. You can now actually relocate the two extenders back to their location. They are all solid blue online, so you can now relocate that.
115:00
Speaker 1
No, I cannot switch the cable. The earlier transfer, Actually, you told me earlier right the transfer to ethernet cable more than to switch to Node, right? Right now, so Node 2 has two ethernet cable. [silence] Okay want to switch it back or no? Just leave it like that. [silence] Right now two, right now two.
116:00
Speaker 2
a switch cable what do you mean um why there are two ethernet cables on the main node uh one second you say uh you mean to say there are two ethernet cables wired now to the main node there are two or just one only one ethernet cable um why there's two ethernet cables is it like your modem is hardwired to the linksys at the same time [silence]
116:00
Speaker 1
Yeah, so already my previous setup, I show you, alright, that my previous setup, the modem, go to the PC, you know, the iMac, Ethernet, right? The other port go to the node, okay? This setup, this setup, right now the Mac Ethernet port go to the node, alright? Second port, yeah, second the Ethernet cable go to the one to the model
117:00
Speaker 2
[silence] also wired to the I mack computer? Uh huh. Uh huh. and then okay, good. So you mean to say one port on the node goes directly to i-mack and the other port goes directly to the mode?
117:00
Speaker 1
Exactly. Yeah. Okay. What are you going to do now? Now, Yeah, before I connected, okay. Uh, the iMac connected with the uh, modem, right? The modem had the two, two port in an Ethernet port, right? I think there are three, yeah, I think three. Three, three port. One is a home phone line. I connected earlier. One is going to the,uh, iMac go to the modem. Other port going to the a no-- there's one, one, one port. Yeah, right now, so one cable in in the modem, the right now the two, two wires in the no.
118:00
Speaker 2
the I-MAC uh-huh yeah but this team's different uh-huh correct which is still okay it's still fine but it's up to you if you want to connect your I-MAC wired to the modem it's also fine uh-huh like when you set up the router uh-huh correct [silence] and you need to connect [silence] the modem so basically the modem is behind uh-huh and the router is here oh I set you here [silence] okay was it okay when they setup [silence] that's awesome it's good so it's just too bad [silence] that they didn't train
119:00
Speaker 1
Okay, so I just want to make sure. I just want to make sure and want to connect to the back end of the modem? Okay. Okay. Okay. Okay. Okay, I'm going to, I'm going to unplug the, the power on cable to connect with the modem. Okay.
120:00
Speaker 2
as long as you are not going to, um, remove the Ethernet. Um. You can if you want to use the iMac computer directly to the modem. You can just leave the Ethernet cable from the modem to Linksys because that's the one bridging the internet connection from the modem to Linksys. Uh-huh. [silence]
120:00
Speaker 1
yeah switch it back you know I switch it back yeah yeah right now solid blue yeah and give me a second okay give me a second in a other ways okay you want to apply or no I'm at connectivity you want to do okay I don't mm [silence] connect VM four app configuration mm I'll go
121:00
Speaker 2
okay, and link just remain solid blue. Okay. So, yup. You're all good now. Uh-huh. No need. Since we did not change any settings, just close the page. Since we just... We wanted to keep the default name and password. So you can actually close that page. We're done checking the settings. And all you need to do is to transfer this child node back to their original location. They're already connected online.
121:00
Speaker 1
okay give me one second okay Yeah, now it's working fine. Everything solid blue and everything good. Oh, that's it so far, you know. At least you're working fine. I I think everything's on the modem problem or something, you know. Yeah. Okay. Okay. What's your name, man? Okay. What's your name? What's your name? Huh? Oh, Manfred. Okay. Thank you so much. And thanks for, yeah, thanks for your valuable time to spend with me, you know. Thank you.
122:00
Speaker 2
All good. Uh-huh. Okay. All right. Yep, do you have any other concerns aside from that? Yeah. Yeah. We already reset all your notes. Wilson? So all should be working fine right now. If ever same issue persists, then it has something to deal with the router's hardware already, okay? Just in case. Thank you so much for your patience. And this is May. May, like the month of May. Likewise.
124:00
Speaker 1
thank you so much um your help okay okay um God bless you okay bye okay bye bye
125:00
Speaker 2
You're always welcome. My pleasure. Take care of both of you and of your daughter. Bye.
125:00