V2 Rubric Detail — e6de45e4-66b6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 23:31
Duration
89m 14s
Contact
Wesley Doucet
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133331
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall57.5% (+21.4)

V2 Grader Summary

The agent demonstrated ownership and empathy, correctly handled the out-of-warranty status, and escalated after extensive troubleshooting. However, technical inaccuracies — particularly the incorrect LED guidance for WHW03 — and failure to achieve resolution result in a Partially Met rating for T3 and Not Met for R1. The case was appropriately escalated, but no functional recovery was achieved.

V1 Case Analysis

WHW03 mesh system out of warranty; parent node blue, child nodes red; unable to access admin page or get internet; agent provided incorrect reset duration (25s), invalid 5-press pairing method, and failed to access UI. No fix achieved; call ended with vague escalation and replacement suggestion.

Troubleshooting Steps
  • Collected model, serial number, and warranty status.
  • Power-cycled modem and router, verified Ethernet cable placement.
  • Instructed factory reset of parent node (incorrect 25-second hold).
  • Attempted 5-press pairing method (not supported on WHW03).
  • Guided customer to access admin UI via myrouter.local / 192.168.1.1.
  • Checked IP configuration and gateway on laptop.
  • Attempted access via phone browser and incognito mode.
  • Suggested escalation to L2 after repeated failures.
Key Observations
  • Agent provided materially incorrect technical guidance: 25-second reset (should be ~10s), 5-press pairing (not supported on WHW03), and solid purple LED expectation (WHW03 uses blinking blue/purple).
  • Call lacked structure: repeated loops, excessive hold time, and failure to validate access before proceeding.
  • Agent failed to provide any self-help path (KB article, email, chatbot) after paid support was accepted, despite customer expressing intent to replace.
  • Web UI access attempts were mishandled: agent did not distinguish between search bar and address bar, leading to failed login attempts.
  • Agent incorrectly attributed UI access failure to device security rather than user input error.
Positive Highlights
  • Collected essential product information (model, serial, warranty status) early in the call [09:00–14:00].
  • Confirmed customer identity and contact details [10:00].
  • Attempted basic troubleshooting steps (power cycle, reset, IP check) despite technical inaccuracies [27:00–33:00].
  • Recognized when troubleshooting was failing and attempted to escalate to L2 [75:00].
  • Acknowledged customer frustration and apologized for inconvenience [75:00, 88:00].
Agent Errors / Gaps
  • Provided wrong reset duration (25 seconds instead of ~10 seconds for WHW03 factory reset) [34:00].
  • Suggested 5-press pairing method, which is not supported on WHW03; WHW03 uses Intelligent Mesh pairing via app or web UI [42:00].
  • Incorrectly stated that LED should turn solid purple after reset; WHW03 blinks blue/purple during reset and solid blue when ready [38:00, 39:00].
  • Failed to confirm admin password or recovery key before attempting configuration changes [71:00].
  • Did not verify that the router’s web UI was reachable or distinguish between address bar and search bar, leading to failed login attempts [60:00–75:00].
  • Incorrectly attributed web UI access failure to device security rather than user input error [72:00].
  • Provided incorrect URL format: said 'HTTP://H for hotel, T for tango...' instead of simply 'http://' [59:00].
  • Poor call control: long silences, repeated instructions, lack of summary, and vague escalation without follow-up details [75:00, 82:00].
  • Failed to provide any self-help resources (KB articles, email, chatbot) after paid support was accepted, despite customer expressing intent to replace [88:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet or achieved a working configuration; ended by suggesting customer buy a new router.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed resets, power-cycles, LED checks, and attempted UI access, but troubleshooting lacked logical progression and failed to isolate the root cause.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered paid support instead of dismissing the case, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent asked about symptoms and LED states but failed to identify that the WHW03 was likely in a failed firmware state or hardware degradation; no root cause established.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used reset, 5-press, and power-cycle appropriately, but failed to leverage the fact that myrouter.local should work locally even without internet — a key diagnostic tool.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated post-reset LED should be 'solid purple or solid pink' and 'solid green is good' — WHW03 should show solid blue after reset; this is a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent framed the call but lost control with long silences, repeated holds, and abrupt transitions; struggled to maintain flow during technical steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language but introduced confusion by misstating LED behavior and did not confirm understanding after complex instructions.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on the case, processed payment for paid support, performed extensive troubleshooting, and attempted escalation — demonstrated full ownership.
O2 Partially Met Proactive follow-through conf 88%
Agent set a hold time of '3–4 minutes' and mentioned checking with a supervisor, but no clear next step or follow-up commitment was made to the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
After extensive troubleshooting failed and UI access was unreachable, agent appropriately decided to escalate to L2 for advanced diagnostics.
E2 Met Escalation prep & handoff conf 90%
Agent informed the customer they would be placed on hold to consult a supervisor and implied escalation to a higher tier, setting basic expectations.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized and acknowledged the difficulty, showing empathy for the customer's frustration with a failing system.
X2 Met Tone & rapport conf 93%
Agent maintained a calm, patient tone, adjusted pace to the customer, and checked in frequently despite technical setbacks.
X3 Partially Met Overall experience conf 85%
Customer had to repeat resets, re-enter passwords, and switch devices multiple times; agent could have reduced effort by streamlining access attempts.
Call Transcript133 turns · 143 lines
Speaker 2
(maxxamming style) Welcome to links up support. To ensure quality, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance, press one now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
I was uh, need some help. I got a linksys router and uh, I'm using, I'm using spectrum and they ran all their test going to the modem and it's, everything's working and we changed the ethernet, we changed the ethernet cable going to my linksys router and it's still not coming up with anything. And they recommended me call you.
08:00
Speaker 2
13373 Thank you for calling Linksys. This is FB Health and Healthier. Yeah. uo Okay.
08:00
Speaker 1
No, ma'am. Ma'am. Its model number is a W-H-D-W-0-3 or 03. And then the serial number is a 2-0-C-J-1-0-C-6-C-7-5-0-1-5-3. Correct.
09:00
Speaker 2
So right now, the you don't to get internet connection using your link to your device. You don't have internet connection. Okay, P waiter, can I have the model number and link, um, model number and the serial number of your link to your device? Just try to look under the device. it here. 0k Sue Zeer Oh John 10 for Charlie 6 C for Charlie 7 50 153. Correct. Okay, let me just check this, sir. And by the way, let me create a recorded can I have your name? [silence] [silence]
09:00
Speaker 1
Uh, West, yeah, West wheredue said? I can, my name's West wheredue said. D as in dog, O-U-C-E-T. W C D O U-C-E-T-1965@Gmail.com. Correct? Yes.
10:00
Speaker 2
can I have your name please let me just create your record here thank you uh-huh can you hear me okay? yes, Wesley thank you how do you spell your last name, sir? et for Whiskey c for Charlie d as in David ouc for Charlie e like Edward t for Tom 1965 at gmail, right? okay all right and how long
10:00
Speaker 1
I don't know. It's I'm not sure. It's um we've been living at this house couple yeah, yeah for sure. It's been working great. Three. Um I have three. Yeah. Yes. No, just quit working. And about an hour or so ago, and that's when I called Spectrum and they ran through all the things they do. And and we changed the Ethernet cable going to the modem and the router, and it didn't do anything. And that's when the guy told me to contact y'all.
11:00
Speaker 2
They've been using this divisor, the WHW03 for a couple of years. And how many nodes you have in total? How many links as device says? Three, okay. Including the parent node, the main one, right? Mhm. Okay. What happened, by the way? Did you experience any power outage?
11:00
Speaker 1
I still got I'm getting a blue light. Yeah. I cannot yeah. no I just uh unplugged it and plugged it back in once uh I don't know let me go look at them I should
12:00
Speaker 2
but you did make you're getting a blue light on the uh router but you're unable to go online okay. All right. okay. yeah so what we're gonna do there Sir Wesley is actually since you don't have an internet connection we may need to verify the settings of the parent node so there's a need for us to reconfigure it did you happen to reset like push the reset button at the back of the parent node the main one? okay so the the other two nodes um they're they're both red right now
12:00
Speaker 1
It's a good question. This one's blue. Let me go. Hold on a second. Yeah, that one's red. Hold on, let me check. I'm looking at the other one. Yeah, it's red also. So two of them are red and the one down by the modem is blue.
13:00
Speaker 2
Okay, so two of the child nodes are red. [silence] Okay. All right. Okay, thank you for that. Now, sir, upon checking here in our system, your router WHW03 is already out of warranty. Okay? Uh, the warranty period actually is three years from date of purchase and it shows that the serial number is as is out of warranty. So, for out of warranty devices, you're no longer covered for free technical support. However, we can give you two options for that. It's either you go for our website. We do have a website that's for free, you can find our articles and how to set up the parent node and the child nodes for this particular device. You can also take advantage of the AI tool at the bottom right. So, you can ask questions how to set up this WHW03. Okay? Now, the second option is our paid connect service which will cost you $15.
13:00
Speaker 1
So, why would it do that? You think it's going bad?
15:00
Speaker 2
just just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting and the service is non-refundable. now for the first option, I can I can also send you an email, um Mr. Wesley, um from that email, you can find the uh instructional videos on how to set up the parent node because what happened here is that since you've lost connection, you need to set up the parent node as well as the child node, so you need to pair them back because the child node lost connection. No, um, sometimes it happens, sir. Um, you know, these are, um these are devices, machines, so of course, uh at times it it will stop working, especially if you have bad weather or you experience power outage and if the uh internet [silence]
15:00
Speaker 1
Well what's the new model? is Linux if I, if I had to get a new one. The my 6,200. Is that the same case a net kind of deal where you you got nodes and so okay. Mesh this. Mesh.
16:00
Speaker 2
If your modem didn't update, um, or or or did uh they make change on your uh on the modem, your internet provider didn't update and um that will affect the connection from the Lynx system. So, Well, there are newer models like the MX series, the MX6200, so, um, the MX62, yes, M for Mary, X for X-ray 6200. Okay, you can check that from our website. Yes, yes, it's also a mesh system, sir. It's a mesh router, but it's a cognitive mesh technology, so it covers three
16:00
Speaker 1
[silence]
17:00
Speaker 2
1000 square feet handles 200 devices and it operates three bands. So, the 2.4, 5 gigahertz and the 6 gigahertz. So, it's just like the same as the uh Um how much is it? Uh, yeah. Uh, I've checked the last time I checked on Amazon, that's around $150. So, yeah. For for one pack. Mm. Yes. We will try to reconfigure the notes, sir. But there's no guarantee that it's going to work is what if it's really a hardware issue. So, um, you won't be able to, yeah, we won't be able to replace your device since it's already out of warranty and we do not, we don't offer refund as well. [silence]
17:00
Speaker 1
Yeah, no, I'm. I'm not worried about that, I was just trying to get it going. Um, but I'm afraid it's, it's, um, it's never done this before, so that's why I think it's something major happened. But, um, but to set the nodes, I mean, it could be something like that. How do I pay you? $[REDACTED_PAYMENT_DIGITS] credit card or something? And what do I have to, and then what, so, um, and then how will y'all be able to y'all be able to walk me through resetting the nodes? Okay. All right. Well, all right.
18:00
Speaker 2
Eyes understand. Yes, sir. We accept credit card, Visa Card and we will process it over the phone. So we will, uh, for your security, we will stop the recording. I'm sorry. Yes, sir. It's still over the phone. So I will walk you through the process for that. I'm so sorry.
18:00
Speaker 1
All right, I'll give me the, I'm going to pay my $[REDACTED_PAYMENT_DIGITS] You got me. Yeah, I think so. Okay. I got it. I'm ready. A visa.
19:00
Speaker 2
okay, so you will go for the PayVinex service, all right. so, sir, let, okay, so, let me just process that first. just give me one minute. okay, so, I'm going to stop the recording so we can process the transaction, all right. so please get ready of your credit card information. okay, let me do that now. all right, so, what type of credit card are we going to use for the transaction, sir? and can I have the
19:00
Speaker 1
Wesley C. Doucette four two six six 84170703801227420 that's a one-time fee right yeah
20:00
Speaker 2
Hey, can I have the name that appears in the card? And can I have the card number please? [silence] Okay, and the expiration. And the, uh, security code. Okay, so let me just process that. [silence] Yes, you're right, sir.
20:00
Speaker 1
Okay. Yes. Okay. Yes. [silence] There we go. Okay. Hold on, I'll put him in now. I guess you want me to plug them, right? Plug him in. Okay.
21:00
Speaker 2
Okay please let me know, sir, if it's ready. Okay, sure thank you. Yes, we need to turn we need to have it turned on. Yes. [silence]
23:00
Speaker 1
All right I just plugged them back in We got a dim blue light Uh no I have my phone I have my phone Oh ostrich. Uh let me go get myflat top
24:00
Speaker 2
O kay. Do you have any computer available? Or what are the wireless Wi-Fi is why you have available Aside from your phone, do you have a tablet? Cause it it would be uh difficult for us to have this configured using your phone while you're while you're talking to me.
24:00
Speaker 1
All, right. I got my last phone. Just getting there. It didn't have In that training. Okay. No, it's it's a it's a HP, but I don't know what. So far so good.
26:00
Speaker 2
Okay, so, uh, is your laptop ready? Mhm. Okay, sure. Um, what What is the operating system of the laptops? Is it running windows? Um, is it on Windows? Or it's Apple? It's iMac. It's HP. Okay. Yeah, if it's HP, uh, that is Windows. Okay, so let me know if it's powered on. [silence] By the way, um, um, [silence] Checking while waiting for your laptop to boot up. Uh, let me just check the connection.
26:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. If if I'm looking at the power, they got two, one on the left and one on the right. I had it plugged into one on the left and I moved it to the one on the right. Yeah. Yeah. And for ever it was, you know, before I had trouble, it was connected to the left port.
27:00
Speaker 2
Connection from the modem to the parent node, is it on the first [silence] port? Are you saying it's connected to uh the port that's the the side of the power. Right above the power? yes on the main node the on the parent. Hold on. So you initially connected it to uh the first port and right now you you move it to the second port?
27:00
Speaker 1
Yeah. Okay. let me I'll do that. One second. This is good. I had put a new ethernet cable on and this thing is you can't get your fingers down in there too easy. and uh I had to. um let's see.
28:00
Speaker 2
Okay, sir, we okay, since you have that configured and you do not perform and you reset on that node, we need to put it back to its original position. Okay. To the first point. Okay? Yes.
28:00
Speaker 1
Okay, I got plugged into the. [silence] Yeah, I got it. Yeah, I put it on the one on the left, back where it was always been. It's blue on the main node and it's flashing on one of the, it's flashing on both the the other nodes. It's flashing red. Um, mm-hmm.
29:00
Speaker 2
[silence] All right. So, uh, do um, did you have it plugged into to the first port? to the one on the left. Okay. Um, can you check the lights? the uh, the light indicator on top? Red flashing red. red flashing, red. red flashing, red. red flashing, red. red flashing, red. red flashing, red. red flashing, red. Red flashing red. Red flashing red. Red flashing red. Red flashing Red. Okay. Can we go to your laptop, please?
30:00
Speaker 1
be on me today. You're what exactly booted up yet. Okay. On the uh, it says no Wi-Fi network found. But it is thinking. That's what it's saying. But it is, it's, it's thinking right now. It's yeah.
31:00
Speaker 2
OK, and can we click on the Wi-Fi icon at the bottom right? OK. Maybe the, yeah, usually with laptops or it has a Wi-Fi button or a Wi-Fi switch. Because if it says 'no wireless found' usually that's the case. Uhm, you need to toggle it on. So you would be able to.
31:00
Speaker 1
Oh. Hm. Sorry, Tonya. No, that's the deal. It's not coming up. Even on my phone? It says, nope, no, I don't see it. Even my phone's not even doing it. Scanning for networks. And it's not even pulling up on my phone. No, no, I know I cannot, but my wife was streaming from her phone earlier to the TV. To the TV.
32:00
Speaker 2
I would like to see the that's Wi-Fi networks available in your area. Okay. Now can you see the name that I mean the Linksys network that you set up? What did it say there? Are you able to see Velop setup? Are you able to see other networks on your laptop? Hmm.
32:00
Speaker 1
_stopped reading [silence] or mirroring and I could see that on my phone. [silence] [ outskirts. [silence] [outskirts. [silence] it's just sitting there scanning for [silence] nothing. [silence] [evening. [silence] I don't know what that's from, but [silence] it says connect automatically. [silence] would it show up as hidden network? [silence] Okay. [silence] Okay.
33:00
Speaker 2
[silence] and even your neighbor's network, we're unable to see it Oh. Oh, okay. So it's not No. Okay. We'll just have to reset your parent node to factory default settings. Now at the back of your main node, there is a reset.
33:00
Speaker 1
All right right now I'm pushing it but it's nothing, it's still just a solid blue line. Oh yeah. Oh yeah.
34:00
Speaker 2
So just press and hold it for about 25 seconds. Okay, you would be able to tell if it's reset properly because once you hold the reset button, the light indicator on top should turn off and you would be able to see a blue light blinking. So just keep holding it for 25 seconds. Nothing's changed [silence] So when you push the buttons or are you able to feel it like it's pushed down?
34:00
Speaker 1
Yeah, I'm feeling, you know, it's detailed. Yeah, I mean, hitting reset. It's still solid blue. Yeah. Okay. So on. So take the power off of this one or just undo the ethernet? Yeah, but no, no, the one I'm on.
35:00
Speaker 2
Mm-hmm, so just take one of your one child node, connect it to the modem to your spectrum modem. Um, if it has the same power specs, then you may use the same power. But, uh,
35:00
Speaker 1
One of them, one plugging like that that my main node, do you, would you like me to unplug it from the wall? The power or no? OK. OK, OK. OK. OK. That's good. I do. Yeah. Yeah, that's good. Okie guy. That's good. I do. Here we go. Alright.
36:00
Speaker 2
Yes. Yes yes. Uh huh. just unplug it from the wall. Just use the same power adapter. Yeah. Just make sure that you still have the same cable connection okay. Just uh like the modem is connected to the first port.
36:00
Speaker 1
this one's not doing anything, it's just black. hmm. oh, you know what, never mind, unplug it, okay. yeah. okay. yeah, yeah, it's, this one, now do you want me to hit the reset button on this one? okay. yeah, there definitely changes on this one. it's starting to flash and blue. my main node must be bad, huh?
37:00
Speaker 2
Come again, sir. Yeah, once you plug it in, um, press the reset button on that new parent node. Press and hold it for 25 seconds. See if there's any changes in the light. Okay. Yes. That's that it should, how it goes. Probably, sir. If it's not resetting itself. Yep. Could be the reset button is uh is broken or Or Well, the If you're asking for the ship date, how old is it manufactured? Um, that would be July 13th of 2018. Okay. Okay, did you let go of the reset? Yeah. Please let go of the reset button, sir. [silence] Okay, so we'll just wait for the LED indicator on top to turn solid. It should be solid purple or solid pink. Okay. Okay.
37:00
Speaker 1
Red Right now. Okay. It's flashing. And when do I let go of the button? And when the light turns green , let it go.
39:00
Speaker 2
Okay, So while waiting for that, sir, can we also perform a reset on the other child node? So the third one. So just press the reset button. Just do the same thing. Since right now we have a new parent node, so we'll just reset that one as well. Yeah, just keep holding it for 25 seconds. Uh, yes. You may push it a little bit more for I mean, for a few seconds, and then you may let go.
39:00
Speaker 1
flash and blue you want me to do again it's flashing blue it never did okay it's still it's red still solid solid red
40:00
Speaker 2
okay is flashing okay is flashing blue okay we'll just wait for it to turn solid so going back to your parent node is it solid or okay so we'll just wait for the child node to turn solid [silence]
40:00
Speaker 1
this one has it okay yeah the child node is solid red now too... they're still red... both them are solid
41:00
Speaker 2
Okay, but is it blinking or solid? Okay. All right.
41:00
Speaker 1
Yeah. Okay. Yeah. I did it. Yeah. Oh. No, it's just red, solid red. Like two, three feet. Hmm.
42:00
Speaker 2
Okay. We'll do a five press. Okay. So to perform the five press, kindly press the reset button at the bottom five times. Do not press and hold it, but press it once. Okay. Just like press, release, press, release, press, release. Do it five times, sir. And try to observe the light indicator on top of the parent node. Is it blinking? How far is the parent node from the child node right now? Three feet. That's on the new parent node. [silence]
42:00
Speaker 1
Yes, it looks like a dimmer red now. It's not as bright. Something's happening. It's still bright red. The parent node is dim solid red but it's not flashing. But it's not as bright as it was.
43:00
Speaker 2
Right. When you do the fiber trash, right now it's still solid? Not blinking? Can we can we do it again? What about the child node?
43:00
Speaker 1
21 seconds, 22. The modern.
44:00
Speaker 2
Okay. Now, uh, can we turn off your modem and turn off the parent node for just 30 seconds? Okay. Unplug the power of your modem and then the Lynksys parent node. We'll do it for 30 seconds, okay? Okay. Now, please turn on the modem first. Wait for the lights to stabilize. Yeah, modem first. Wait for the lights to stabilize before
44:00
Speaker 1
This is a, yes, a spectrum something. Oh. Not yet. Yeah. Okay. Let's see.
45:00
Speaker 2
you plug in the the Linksys, so, what's the brand of the modem, sir? does it say spectrum? do you see an online light? yeah, we'll wait for the online light to turn solid, okay? make sure we have that, um, we need to make sure that it's solid, uh, online light.
45:00
Speaker 1
Okay. Online light is on. I'm going to plug the node back in. Yeah. It started off bright blue. Now it's a little blue. Now it's kind of going blue flash.
46:00
Speaker 2
Okay. Yep. The parent node. [silence]
46:00
Speaker 1
Still flashing blue. That's red flashing. Still flashing red. All right. It kind of went green, solid green. correct. Okay. We need friends.
47:00
Speaker 2
Okay. Solid green. Okay, that's very good. Yep. It's a good it's a good signal. It's a good sign. So, can we take a picture at the bottom of your parent node, of the new parent node. take a picture of a Wi-Fi settings. There's a sticker at the bottom. So, [silence]
48:00
Speaker 1
Okay. [silence] Yeah, it's uh the name is lower uh what is the line? I got a line underscore and then develop d e l o p.
49:00
Speaker 2
Okay, so that's done. Okay. So can we check your phone? And, uh, by the way, um, can you tell me what the default network name is at the bottom of that parent node? Underscore.
49:00
Speaker 1
0 set up F42. Now the note it does show it. Now the note is on. It has a solid red now. And I do see Veloq setup E02. Oh E02. One second. I screwed it. Yeah it's going back. This says F42 but my phone is picking up. And my note.
50:00
Speaker 2
Okay. All right. Now, if you go to the, uh, settings on your phone and then you go to Wi-Fi, can you see that network? Does it show up? Uh, E-02 or f4-2? [silence]
50:00
Speaker 1
picking up EO but that's weird mm-hmm yeah okay it shows EO 2 also no what's the number on this other thing that's what I'm doing right now yeah it's picking up that one it's picking up the EO too yeah the one that's not the uh you know that's the child mode
51:00
Speaker 2
If you go to the laptop, sir. If you check for available networks. [silence] Can you check the other node? The the other child? Yep. Check the other child nodes. It's picking up develop setup e 02. It seems two of your uh child, I mean two of your nodes right now are not broadcasting.
51:00
Speaker 1
We can. I'll unplug it and plug it back in. And this will get it close enough. So just use this one know for right now.
52:00
Speaker 2
Can we make that as the parent node, sir? Sorry about this. Yes. We'll we'll try later. If we can set up the other two nodes as child nodes because if not, then we can only make use of this one. If there's really a possibility because it's not broadcasting the signal. That's a sign that it's not working. The the hardware is not showing up signals. Yep. We
52:00
Speaker 1
He's all right. All right. I got this one plugged in to the ethernet cable. The other two are disconnected altogether. Yes. Yeah. Yeah, the port on the left on the EO2 one. I'm
53:00
Speaker 2
Okay. Okay. So you've plugged in the spectrum box to the first port, right? To the port on the left. Okay. All right. Okay, and can you check the LED indicator?
53:00
Speaker 1
It's red, solid red. And I see it now. I see it on my phone. I see E velop, I mean not E, uh underscore velop setup E oh two. All right, now I got to use a password of.
54:00
Speaker 2
There's a solid red cat. Can we use the laptop instead, sir? Can we go to your laptop and select the underscore weakup setup to connect to that network? Yes, you can take a photo of the Wi-Fi at the bottom of the new parent node, for you to be able to just easily copy it. You can just zoom in, because the letters are small.
54:00
Speaker 1
Okay, let's see. All right, just trying to connect. Let's see what happens. Excuse me. Let me do it again. [silence] G G1 Oh heck, I'm sorry. I'm [sound] putting in the wrong password. I'm putting in a... dang it. I think that's the first password that I got [sound] just changing the last digit. Oh no, wait, I hope [sound] none of my [sound] industrious colleagues are on my butt today [truck horn honks] heck, we're never going to get this. I'm just going, how do I turn this [stutters] on? Will you accept my two-factor authentication? It's hard to hear you when I've got this piece of metal tubing shoved so far up my nostril and we should try doing this live when I'm holding it up that gets better. Wait, are you [sound] receiving this live? Can it be [sound] [inaudible] the streaming live? What if I [mumbles] What if I [stutters]
55:00
Speaker 2
Okay, alright. Yeah, yeah. That's why it's not taking it. Okay, yeah, you need to make sure that you could be correct passwords. Okay, Sure. [silence]
57:00
Speaker 1
[silence] There's uh. Okay. It says no internet secured. But it is. I think it connected. Yeah. Yeah. I do. I do. I did. Go ahead. H hold on a sec HP tt h okay H D. P D. HTPD.
58:00
Speaker 2
It's connected. Okay. Can we open up a browser? Do you have Google Chrome installed on the laptop? Okay, let's open Google Chrome, sir. And let me know if you're ready for the for the for the website. Okay, that would be H H T T H://H for hotel, T for tango, T for Tango, P for Peter:HTTP://. No. H T T://. That is HTT://. H for hotel, T for tango
59:00
Speaker 1
we'll see. H O L D on saying H T t P I H P Okay. Okay. Okay. Okay. Okay. Okay. Okay. I see it. My router got local. Yep.
60:00
Speaker 2
after for Tango, T for Tango, P for Peter. H T T P And then colon. Um. Yes. Um, colon, that's the two dots. And then slash, slash my-router.local.
60:00
Speaker 1
I did. It's, I'm still thinking. Hm. It's not. It's, it says, links is smart Wi-Fi and it keeps trying to connect. I don't know why. It's not. Huh. Yeah, it's, it says not secured and then it's, it's at links is smart Wi-Fi.52000 uh,[silence]
61:00
Speaker 2
All right, press enter. And tell me what are the options?
61:00
Speaker 1
More back. Flash, slash, okay. One, two, three. All right, this is HGP going slash, slash 192.168.1.1.
62:00
Speaker 2
how about this let's try okay let's just try HTTP:// HTTP:// 1 1 9 2 . 1 6 8.1.1 and then press Enter
62:00
Speaker 1
doing the same thing it trade it goes and tries to connect then it tries to connect again or does something, you know, but it's not connecting. Um, yeah. Oh, and okay. Okay. Okay. Okay. Mhm.
63:00
Speaker 2
Let me just check the IP address of that computer if it gets a valid IP address or so do you see a search option at the bottom of your screen beside the Windows logo? All right. Now, please click on search and type and like Nancy [silence] for Charlie? for Peter, A for Alpha. C for Charlie, B for Peter, L for Lima.
63:00
Speaker 1
Okay, Wi-Fi, Bloop setup, 02, and then it has, okay, I did. Okay, it shows connection, it says no internet access. Yes. All right. IPV4. It has gateway, default gateway or the address. IP4 address is 192.168.1.
64:00
Speaker 2
Okay, can we... right... click that? And go to status. What's the IPV for connectivity. Can we click on the details? Details. And tell me what is the IPv4 address. Mm-hm. IP address.
64:00
Speaker 1
0.181? Yes. Okay. Yeah, it's still okay. No. Oh, an accidental window. Yeah. All right. I did. [silence]
65:00
Speaker 2
And the gateway is 192.168.1.1, right? Okay. All right, let's just try to minimize that page. Sir, can we open up um the uh chrome, the Google Chrome window? Okay. Can we click on the three dots on top? And do you see new incognito window? Incognito. Yes. Click on that. All right. And then can we type in again on the address bar? Type in H T T P. Okay, just make sure you type it correctly. Again, so that's H for Harry.
65:00
Speaker 1
Yeah. Uh-huh. Yeah. Yeah. I did okay. I mean it's doing the same thing. It's kind of trying to connect to link to Linksys Smart Wi-Fi and it just kind of circle, you know, it kind of buffers and then starts over buffer again. It's not connecting. Weird. No it's not. I mean, it's trying, you can tell it's, you know,
66:00
Speaker 2
F-O-R T-A-N-G-O another T for Tango P for Peter then colon which is two dots and then forward slash below the question mark two forward slashes and then 192 dot 168 dot one dot one and then press enter. It's not connecting.
66:00
Speaker 1
It's crying to log in it just all sudden it does it for a second and then kicks back again and tries to do it again. Tries to do it again. Are you on 192? 168, it's doing the same thing. It's, it's, tries to connect for a second, spins, and then does it over again? Yeah. What is it? [silence] Up. [silence] Looks like it's reset now.
67:00
Speaker 2
Okay, so, yeah, did you disconnect the modem from the Linksys? Is it? Okay, alright, can we, uh, try that again, sir? Go back to your, uh, laptop. Yeah, try to access that again, theHTTP colon colon 192.168.1.1. Can we try it on your phone, sir? Um, since it's not loading on your, uh, laptop. So, uh, let's connect first to the E Setup.
68:00
Speaker 1
All right. Internet may not be available. If you want to connect to this network without Internet. Oh, because it's not plugged in. It may connect. Okay. I'm connected. But, you know, is showing no Internet because I'm, uh, unplugged Ethernet cable. [silence] If there is
70:00
Speaker 2
What about if Iyeah, good, good. Yes, Yep. That's okay. Um, can we try to open up a browser from your phone and try to access HTTP colon slash slash 192.168 dot 1.1? Got it. Hi. It worked for me, but I think I am connected to different network than you. you to change your network? Yeah It's good?That's okay. [ silence ] Okay.
70:00
Speaker 1
all right, it pulled up, log in admin. No, it says, uh, I'm at ACP. Oh, awesome. Yeah. 192.168.1.1, is that it? And it just pulls up, uh,
71:00
Speaker 2
Is it asking for router password? [silence] Yeah. [silence] http colon slash slash 192 colon 168 dot 1 dot 1. [silence] Yes, that's correct. [silence]
71:00
Speaker 1
It doesn't get weird, it's not going, it's not. it pulled up something. It says 192.168.1.1 login admin. No, no. I mean, it's it kind of it didn't bring me anywhere. It gives me choices to pick from like I don't know if this is the proper website I'm on. Yeah, yeah, I'm getting search results. Yes. [silence]
72:00
Speaker 2
Is it asking for login? Are you getting search results or? Oh you're getting search results. Make sure that you type that on the address bar sir, not on the search because if you happen to type it on the search did you turn on your data on that phone? because maybe the reason, I think the internet is working. Right now you're able to browse because
72:00
Speaker 1
A C T T-P... [silence] I'll say it. So I'm trying to put it up up top where it says Google.com, let's see. Yeah, and it went in the search bar at first, let's say.
73:00
Speaker 2
Because the data is is running. That's why you're getting search results. [silence]
73:00
Speaker 1
at the very top yeah http ah dash ah ttp http BITDOLLAR coline ah dash ah ttp
74:00
Speaker 2
The address bar usually is where you see the arrow pointing to the left. Both arrows are actually pointing to the left and to the right. So there are two arrows and you see usually see the back icon. Yes. The very top. One nine two . sixteen eight . one . one.
74:00
Speaker 1
Okay. I am a. I mean, it's up there in the very top, but it's not, it didn't pull up anything. It just went to Google. up. up. up. up. up. up. up. got it. I'm ready. Let me go buy some new ones. I mean these things, two of them are not working.
75:00
Speaker 2
It doesn't pull up anything. Okay. Sir, um, yep, I may need to put you on hold for three to four minutes. I'll just have this checked with my immediate superior. Okay? Cause maybe there's a need for me to uh to escalate this to our L2 technician. Okay? They may need they may need to perform advanced troubleshooting with you um with the uh with the notes. Cause the nodes are really not cooperating. Um I really do apologize for this. So I'm going to put you on hold so I can have this checked. Okay?
75:00
Speaker 1
Correct. Yeah, so one not in the mean. But it wasn't, but it was working. My internet was working off of it. You know, I pulled up Google on my my my laptop. You know what I mean? Oh. Yeah. [silence] Correct.
76:00
Speaker 2
Yeah, two of the nodes are actually not showing the, the network names. And by default, the one is actually showing the network, but the problem is we cannot access the page. So if that's the thing, we won't be able to configure it manually. That that's uh, we need to to have access to your router settings. [silence] Yeah, but yeah, it's uh, you're you're probably getting the connection from the uh, from. from um your modoms or not from the linksys. Probably the wired connection is working, but not the wireless. Because wired and wireless is different. So, you
76:00
Speaker 1
Oh, I see what you're saying. Yes, it's, it's where it's going to the main node, which is the only one I have, and it's been in the signal, right? Yeah, yeah. Yeah. Yeah. No, not that one. It wouldn't, when I was trying to get on that one nine two thing, it would go off and on. But I was on Google. I mean my Google was pulling up like it was working. Let me, let me.
77:00
Speaker 2
You may, yeah. Right, right, no. That's picking up the signal earlier, right? I that was it connected to valve? set up. Yeah. but it goes off and on, I mean. Try another website. connect modem back to parent node on linksys first port.
77:00
Speaker 1
That's why it wasn't connected on my computer because we'd disconnected it anyway. Let's see. Okay. Yes, I got you. Well, I'm pulling up... oh no. Now let's see. It's red right now but uh it probably has to reboot. turn it off. [silence]
78:00
Speaker 2
Yes. We can still access the user interface without the modem actually, without connecting it to the Linksys. Mhm. Try to turn it off for one minute.
78:00
Speaker 1
turn off my what? turn off. okay yeah, but now I am with that one node with the last node that EO2 it was showing up yeah But the other two the other two weren't and this node let's say I go buy another one it wouldn't be compatible with this old node anyway would it?
79:00
Speaker 2
Turn off the modem and the Linksys again. But the thing earlier, sir, when we first checked the node. Remember when we get into your laptop? The networks are not showing. So no networks found. You're not even seeing your own network. You're not seeing the network setup. So it won't really... Yeah, it was showing up, just the last node. But yeah, the thing is we're... Well,
79:00
Speaker 1
Oh. Oh. Um, yeah. Yeah, that's, yeah. All right, um, all right, I'll plug these back in. [silence] Yeah, yeah. Um, yeah. Yeah, that's, that's, that's good. That's good, that's good. Yeah, that's, that's, that's good. Yeah, that's, that's, that's good. Yeah, that's, that's, that's good. Yeah.
80:00
Speaker 2
Well, it will connect. It will connect. It's it's still compatible, but uh you might face some issues cuz this uh particular device um no longer have um updates. Okay. No further updates, no firmware for this uh particular device. So [silence] Yeah, plug in the modem first. Wait for the lights to stabilize and then the router.
80:00
Speaker 1
All right, that's online. I'm going to plug this in with you. All right. It flashed blue for a second, and now it's of a dim blue, or I don't know what it's doing. Go ahead. Thanks. [silence]
81:00
Speaker 2
Okay. Yeah. So, while waiting for that, sir Wesley, can I put you on hold for three to four minutes? I'll just have this checked, okay? Just hold on a second.
82:00
Speaker 1
I uh I got internet now on uh I can get Google and get my mail on that one node O2 yeah yeah and it is the red light on top I don't know if that's good or not
85:00
Speaker 2
Hello sir. Sir Wesley, is that on the... is that on the E02? Okay.
85:00
Speaker 1
They're bad. Yeah. Well, my whole system don't allowing it. And, uh, okay. But I mean the one know I bil- Yeah. I feel my email. Mm-hm, mm-hm. Getting like email.
86:00
Speaker 2
Yeah, normally that should be, that should be green or solid blue, okay? Yep. So, yeah, so for the, so for the meantime, right now, the One Note is. So, you've tried different sites, have you tried um YouTube.com? Or did you check your mail if you're able to receive new emails? Yeah, so yeah, the thing here is um, though it's broadcasting the signal and right now your internet, your internet is working. Yeah, probably it's picking up,
86:00
Speaker 1
You think? Yeah, but my modem, my modem's not a, uh, Wi-Fi modem. You know, I'm, I'm, I'm, I'm going to go buy a new one. And, uh, cuz this one here, I
87:00
Speaker 2
We are getting a connection from the modem, but we are unable to change the settings. The network name it's yeah, it's not a Wi-Fi modem. It's just a plain modem. Yes. So you're really getting a connection from Linksys. The Linksys though is communicating with your modem. Okay. It's just so happened that right now we are unable to access the router settings due to some reason. We tried it on both of your wireless devices. Okay. It's not letting us maybe there's some security on your wireless devices that hinders us to access the router settings, but do you have the Linksys app installed on your phone? Maybe that's the last thing that we can do from here.
87:00
Speaker 1
I don't think the other two nodes are gonna start working, even though we get. Just um um Let me I'm gonna see if it'll work till I can get another uh round. Okay. Appreciate it. Um I'll call you.
88:00
Speaker 2
yeah but yeah for the meantime good thing that you're able to get online using just the one node. At least you can still make use of your internet. Yeah. Yes. Okay. We really do apologize for the inconvenience. Yep. Yes. Yep. So we would really suggest you better get a new one because these routers that you have no longer have firmware updates and there will be no further development. So if there's any issue in the future, we won't be getting any firmware update for that. Okay, I appreciate your time and your patience. Sir. So, okay. All right, not a problem. Thank you so much for your patience. This is Eppy again from Linksys. Thank you for calling. You do have a great night sir. You have a great weekend. Thank you. Bye bye. [silence]
88:00