V2 Rubric Detail — e937f00a-639c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 00:48
Duration
81m 16s
Contact
Ivan Kuhn
Issue Type
Speed/Performance
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00132666
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution5.00/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall74.8% (+40.8)

V2 Grader Summary

The issue was successfully resolved through node resets and Wi-Fi reconfiguration, with the customer confirming significant improvement. However, the agent provided technically inaccurate reset instructions and failed to fully utilize the remote session tool, while requiring the customer to perform steps that could have been agent-led. Long silences and limited empathy reduced efficiency and experience.

V1 Case Analysis

Customer (Ivan) reported intermittent Wi-Fi speeds and child nodes showing red/blinking LEDs on MR9000 Velop mesh. Agent used Zoho remote session, provided incorrect reset instructions, and failed to verify WAN connectivity. Customer improved performance after personalizing SSID/password on both bands. Issue considered resolved via self-help, though technical guidance was inaccurate.

Troubleshooting Steps
  • Initiated Zoho remote session to access router interface.
  • Instructed customer to reset child nodes using incorrect LED sequence (hold until off, then until blue).
  • Advised checking node signal strength and repositioning for better backhaul.
  • Guided customer to personalize Wi-Fi SSID and password on both 2.4 GHz and 5 GHz bands.
Key Observations
  • Agent failed to collect product serial number or verify warranty status at any point.
  • Provided materially incorrect reset instructions for MR9000 Velop nodes: KB specifies 5-press recovery, not continuous hold until light cycles [21:00].
  • Did not provide correct admin URL (myrouter.local or 192.168.1.1) for Velop devices, relying instead on remote access.
  • Used unsupported Zoho remote session tool rather than standard Linksys support methods [05:00].
  • Long unexplained holds (e.g., ~4 minutes [23:00]) disrupted call flow and efficiency.
  • Customer was on default SSID (Linksys setup E75), which likely contributed to confusion and poor performance [65:00].
  • Final resolution came from personalizing SSID/password, a basic but correct step [66:00].
  • Agent did not confirm whether the customer had access to the Linksys app or clarify environment early in the call.
Positive Highlights
  • Identified that the customer was using the default Wi-Fi network (Linksys setup E75) and correctly recommended personalizing the SSID and password [65:00].
  • Successfully guided the customer to improve performance by changing Wi-Fi credentials, which likely resolved interference or misconnection issues.
  • Maintained patience during extended resets and repositioning efforts.
  • Confirmed improved speed test results with the customer before closing the call [73:00].
Agent Errors / Gaps
  • Failed to collect product model/serial number early in the call.
  • Provided incorrect reset procedure for Velop MR9000 nodes (should be 5-press recovery; agent instructed continuous hold until light turns off then blue).
  • Did not provide the correct local admin URL (myrouter.local or 192.168.1.1) for Velop devices.
  • Used an unsupported remote-access tool (Zoho) instead of standard Linksys procedures.
  • Gave confusing and contradictory LED behavior descriptions during reset process.
  • Allowed long unexplained silences/holds (e.g., ~4 minutes [23:00]) without explanation or progress.
  • Failed to verify WAN connectivity or router firmware status despite access issues.
  • Did not confirm customer’s access to the Linksys app or clarify environment early, leading to confusion about network state.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at the end: 'greatly improved' and 'this is awesome. You're awesome. Thank you so much.' Issue is resolved.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted logical troubleshooting: verified wired speed, attempted remote access, checked node LED status, reset malfunctioning nodes, and corrected Wi-Fi configuration.
R3 Met Correct resolution path conf 95%
Agent pursued full best-effort troubleshooting path (resets, reconfiguration) without citing warranty status as a barrier, consistent with OOW support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified key symptoms (sporadic speeds, red/blue LEDs, error 2298), asked diagnostic questions about node connections and placement, and logically traced issue to misconfigured Wi-Fi.
T2 Not Met Appropriate tools / resources used conf 90%
Agent initiated remote session but failed to access router UI to verify settings or check logs; relied on customer’s verbal reports instead of using the tool effectively.
T3 Partially Met No misinformation conf 90%
Agent incorrectly instructed customer to 'press and hold until you see the blue light' — correct reset cue is LED flash-and-off, not solid blue (per universal_factory_reset.md).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general control but had multiple long silences (e.g., 39–44s, 48s of silence), unexplained holds, and abrupt transitions like 'I'll be right back'.
C2 Partially Met Confirmed understanding conf 90%
Agent used technical terms like 'RSSI', 'status down', and 'firmware version' without explanation; did not consistently confirm understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, performed all steps, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: reset nodes, relocate them, change SSID/password, and verify speed — all confirmed before closing.
O3 Met Closure confirmation conf 95%
Agent referenced prior escalation and did not re-ask for basic information, maintaining continuity from previous support touch.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved in this interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized for hold time and thanked customer, but showed minimal empathy for frustration; no acknowledgment of repeated issues or effort.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted slightly when customer expressed confusion, but tone remained transactional and did not adapt to customer’s emotional state.
X3 Not Met Overall experience conf 95%
Customer performed multiple manual resets and Wi-Fi reconfigurations that could have been done by agent via remote control — avoidable effort.
Call Transcript108 turns · 122 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. This is Paul from links. Sure his customer assurance team. I speak to Ivan. Okay cool. So your case has been escalated to us, so I'm doing a follow up call regarding your concern about your links device. Uh by the way, sir. Is this the best time though for unless you like to work with the case? Okay. So, yeah, I just want to confirm sir, if I got your concern, right? So you have like successfully configure the parent node, right? But the problem is again, access the web interface of the router. Is that correct? You are getting an error like 2298. Yeah.
00:00
Speaker 2
Yes, this is Ivan. Yeah, this is fine. Well, yeah. What's interesting, though, is I've got the Linksys router, and then I've got the mesh four-node mesh, and I got the routers indicating that its firmware is up to date.
00:00
Speaker 1
Yeah, configured working. Yeah.
01:00
Speaker 2
Got a blue light which means it's working. And and all four and all the other four nodes and they're they're you know uh, what are you what are you saying? They're they're in the house and they're all blue. They all show blue, which means that they're all working. But it's it's interesting. And I don't know if it's my ISP or not because I will do a speed test and I'll get 300 megabit/s symmetrical because I've got 500 megabit/s coming into the house, it's over a fiber fiber You know, so it's it's uh symmetrical connection, which is good. But then two minutes later, I'll try to, you know, go to a website or do a browser and I'm getting 20 megabit/s. So it's very sporadic. So, I'm not sure if that would be the if that would be my internet provider or if that would have something to do with it. And I don't exactly understand what's going on, but it is frustrating and it's worth, you know, trying to figure out what the issue is. Got a blue light which means [silence]
01:00
Speaker 1
but right now sir. what's your speed sir if you run the speed test yeah that is actually possible. sir as well oh so you're not at home right now yeah to do that we're shooting okay yeah because we need to be connected to that network so to run the speed test
02:00
Speaker 2
Let me give me a second here. Uh, are you? Okay. Are you looking for it? Well, so I'm in the office, so I, I don't know if uh, well I could. I was going to say, I don't know if a uh, uh, yeah, Yeah. I got my my home office. Uh, let me see here. Uh, let me remind. But this is, yeah, this is hardwire. Yeah, this is hardwire ethernet connection. So, you know, so, yeah, so I'm getting, let's see here. It's kind of interesting. Normally, it's the opposite, but I get a my download speed 70 mag and my upload speed is 350 mag. Let me run.
02:00
Speaker 1
Mm- Mm- Let's see. But Yeah, but yesterday, say, what's your what's the speed you are getting on that same desktop? Mm- Mm-Mm. Mm- Mm.
03:00
Speaker 2
Yeah, it's 76 meg by 104. So it's very sporadic. And I can go to... Okay, so, uh, so now I've just done another speed test and my download speed is 430 megabits and my upload speed is 246 megabits, which is reasonably good. Um, but when I take, when I take that, let's say I take my, and I could run, I guess I could grab a laptop and, you know, that's got, um... Uh... You know,
03:00
Speaker 1
Okay. um it's very uh sporadic. yeah. sometimes you get like a 400. sometimes the 70, just 70 Mbps. Okay, so, yeah, let's see what we can do. and by the way, is it okay with you if I do a remote access to your computer? do you have a like a personal computer? yeah, not the work computer.
04:00
Speaker 2
So I can walk around the house, but when I was when I was trying to get my speed test with my cell phone, with my with my iPhone, it was inconsistent. And I was getting and I'm guessing it's got to be the Wi-Fi, because I'm getting when I'm hardwired into it, I'm getting, you know, 400 by 250 symmetrical. So that's reasonably good. but when I run it on off the mesh system, then it's not that good. I'm getting 20 and 25 meg. Yeah. Okay. Sure. Yeah, of course. Yeah.
04:00
Speaker 1
Okay. Okay good. So we can also check the what do you call this the signal strength each node are getting from the yeah from the parent node. Okay. So on your computer there please access this website. Okay. So please access join.join.zoho.com. Okay. So please type this number. Sir for session ID it's 294 4004
05:00
Speaker 2
No, it's a personal computer.
05:00
Speaker 1
511109, yes, just any name, just don't leave that field empty, any name will do, then click on join, then after you click on join session, click on agree and download. Then, yeah, when you click on agree and download, it will download a file, then after you download the file, just run the file to start the session.
06:00
Speaker 2
[silence]
06:00
Speaker 1
Okay, yeah, so I'm in. Okay, so this is the desktop. And let me run, let me try to run, that's speed test, again one more time. Or where is that speed test? So I'll just, is that okay so I will replace this tab. Yeah, that's fine. Okay. Yeah, just override that. That link as, okay. Just look up. Look what we'll do. Okay.
07:00
Speaker 2
Okay. Okay. Yeah you could, yeah that's fine. I just ran, I yeah I ran an UQLA. but it was a terrible pain time, but maybe not.
07:00
Speaker 1
[silence] we can confirm that the wired connection of the router is working. [silence] Okay, so we're trying to access or check the sys info page. [silence] Okay, can you type and enter the router password? [silence]
08:00
Speaker 2
[silence] But again, this is plugged right into the back of the router. Uh, yeah, I can get that for you. Okay, so...
08:00
Speaker 1
Okay. Yes. Yes. Yes, I. Right. We'll just stop it. Thank you.
09:00
Speaker 2
[KEEP_UNCERTAIN] uh, okay. password is, uh, I could just type it in if you wanted. me to. don't know if that's an O or a zero. usually if it's a zero it's um kind of straight through it.
09:00
Speaker 1
It seems that it's not working and let me try this one, it says set a page because I believe this is where you're getting the error earlier. Can you type in Sir again your router password? Okay. Okay.
10:00
Speaker 2
uh yeah um yeah let me i could probably yeah so i'm just making sure i have the right um let me grab the right make sure i get the right number 41
10:00
Speaker 1
Let's just do this. Yeah, let's just reset it. Anyway, okay. Yeah. We don't want it to lock up. Okay. So can you read to me, sir, the recovery key of the child mode? That is closest to you. Yeah, under note, that is closest to you. Yes. Okay. Thank you. 44367. Let me just write this down. Yeah, how about so let me just write this down. Okay. So I'll just use a temporary password for now, sir. Okay. Yeah, not that one.
12:00
Speaker 2
Let's try that invalid data recovery key. Well, then, that must be... the recovery key is 44367. Okay, yeah, that's fine.
12:00
Speaker 1
yeah I will use admin12345! Okay. Bye. um, uh. Okay. So, what is the ideal length of the block? Okay. What type of connections are there? Are they connected via wireless or via wired to the parent node?
13:00
Speaker 2
Okay, so the parent node is connected to the back of the router through Ethernet.
15:00
Speaker 1
Yeah. and about the child nodes mmm and can you double check sure there status flight of the challenge yeah there status flight of the challenge yeah just a visual check for now because it looks like that they are not working as you can see there the there state is actually down So it looks like that they are disconnected from the parent node. yeah, so. Yeah, that
16:00
Speaker 2
1100. Or I guess it'd be a geeky. And the child will all Wi-Fi wireless. Just, you mean just a visual check? Okay. Okay. I don't care. Yeah. And the interesting thing is the child note which that should represent that they're connected. At least the first one here. But I can do a, and I don't know if you can. I've got a, you know, I've got an app on my phone that will tell me if they're connected or not through that Linness mesh app.
16:00
Speaker 1
It's okay so I yeah, we don't need the app sir since we have this info page open. So this is the that sure that's one. Okay. And about the other one? Uh huh. So that way your keeps on disconnecting or your speed is kind of sporadic or intermittent because the child. Uh-huh. Yeah, can you get that node instead, uh-huh. Or can you uh yeah can you let's try to let's reconfigure the nodes because they are actually showing us down on the tool, yes. So that means they are not working. Uh-huh. Yeah, can you gather those two, uh-huh? Yes, look.
17:00
Speaker 2
OK. Uh, let's see, that one's red. So the one down in, one downstairs, it's, it's a flashing red. And then I have another, and then I have another one in my, in my downstairs office. Let me see what that one's telling me. Uh, Yeah, that, this one here is blue. You. Do you want me to bring those? Do you want me to take those two and I'll plug them and take me up in my other office?
17:00
Speaker 1
[Imagine]
18:00
Speaker 2
[silence] okay. I. I. that we could collect them all. Okay. Sure. I. okay. Just one more one moment please. Do you want all three of them or just the two that are not connected? Okay.
18:00
Speaker 1
Yes yes sir plugged plugged them close to the parent node three to five feet away okay yeah close enough that's good okay so let's wait until the light turns dot that turns flashing red yeah I should be flashing blue by now okay let's wait for the red light [silence]
19:00
Speaker 2
all right those are plugged in the lights on these nodes and these two child this let's see yeah it's flashing blue both of them
19:00
Speaker 1
And I just want to confirm Sur your main router is the M. R., right? The ISMR. MR. A Yeah, the main router, right? So it's this one, the M.R. 9000., correct? Yeah. Okay. Okay, so let's go ahead sir., let's start resetting the nodes. So, to reset the router sir, just press and hold the reset button on the bottom until you see the blue light, okay? So the light behavior, sir, when you [silence]
20:00
Speaker 2
Uh, this one normally. Yes, correct. So one, yeah, they're both, they're both flashing red now. [silence]
20:00
Speaker 1
You press the reset button, it will flash blue then after the flashing blue, it will go flashing red. Yeah, then once the light turns flashing red, keep pressing until the light turns off. Then, once the light turns off, keep pressing until you see the blue light. Then, once you see the blue light Uh, no sir, you didn't want to do that. Yeah, the reset. So, child, yes. Yes, do it in the child mode. So basically, just press and hold It says, go ahead. Yeah, let's reset it instead. Yeah, let's reset it. Yes, reset them all. Uh, until you see the blue light. So, yeah, when you hold down the reset button, sir, just press and hold it. Wait until the light turns off. Then, once the light turns off, keep pressing until you see the blue light. Then, once you see the blue light
21:00
Speaker 2
And you want me to do that? And on the trial notes, correct? It will one of this, one of this time without pressing you. Okay. Just reset it. Just push and hold until it blinks. Okay. Okay.
21:00
Speaker 1
that's the time you release did the light turns up sir when you hold down the reset button then the blue light came out yeah let go sir yeah that's okay sir let it go once you see the blue light okay so yes do the same things sir on the other child nodes okay and while you do it sir let me place this controller just give me two to three minutes I just have to check something on my end I'll be right back okay [silence]
22:00
Speaker 2
it's, um, it's a strobing blue light currently. Yeah, it did. And ideas. Yeah, the blue light is on right now, but it's strobing. Okay. You'll be going on the other one as well. Okay. Okay, sure.
22:00
Speaker 1
Yeah, just two to three minutes. Yeah. While waiting, I'd write back. Sure. I'll just place the call now. Do not disconnect the call. Sir. Okay. Silence okay did thank you for patiently waiting and please apologize for that long hold ok guys, how was it now, what's the, what's the status like, on the child modes?, okay, how, okay, so, let's try adding them, okay, we'll try to add the child modes, we'll go ahead and add them, to the parent yeah, I can yeah, it's here on the on the Linux page, okay, yeah, no, no issue just the web interface
23:00
Speaker 2
[silence] well okay so the parent mode is blue. the two child's are steady read okay how do you do that on the app
27:00
Speaker 1
ice on the page uh I'm on right now. I only the port that has the device connected and it should be flashing. big yeah indicating that there's an activity. Yes, yes, correct. Uh not natively Sharleyzer, it should always flash because you have application on your computer that are running. So sometimes they will update like from time to time, they are running on the background. Hmm right. Okay, so how is it going? What's the status like on the child nodes, is it flashing?
28:00
Speaker 2
you know shouldn't the the back of my router shouldn't those lights that are plugged into it for ethernet connection shouldn't that be flashing right and okay but if there if there's no activity then they're not going to be flashing is that correct okay because yeah it's okay yeah there yeah I guess I I'm used to seeing them flashing all the time but that must be because it's always doing something but okay so so on that tonight uh [silence]
28:00
Speaker 1
Okay, so let's wait until it turns solid blue, indicating that the notes are disabled so it will take around three to five minutes for them to be added. Yeah. Yeah, this is there. Yeah, it's still connected.
29:00
Speaker 2
Um, what am I supposed to do? What am I supposed to do? Oh, um, no, uh, no, the, well, okay. Yes, they are. They're both flashing red. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. And I'm going to check the one here in the, kitchen to see if it's still working because, I guess you could check. It's showing blue so that must, that must mean it's working.
29:00
Speaker 1
Yeah, but the other two, they are disconnected. Okay there. Yes, exactly.
30:00
Speaker 2
So, and I know once these connect, or once these join the parent, placing them can be better or worse depending on where you're placing them. And I've done these before. I guess, unfortunately, my house is pretty big. So when I'm placing them, I have one in the office, one over the kitchen and then right by my office, I have a stairway going down to my basement and I have two children down in the basement.
30:00
Speaker 1
I see yeah, let's check, let's see if this one's yeah, how this goes. Yeah, because we also consider the what we call the RSSI, like the signal this child node is getting from the parent, because if it's very high, because that ratio of that's just uh, what we call minus 68, because above that, then sometimes it works, then sometimes it's not. So it's not consistent. It's way beyond minus 68. So that's our like a threshold. It's above if about yeah, 68, yes. And also that's the reason why we we set those two nodes, because yeah, they show us down. Yeah, the status shows down on the logs. So that means they are not working properly. So that's what we are going to fix. Yeah, it should be up.
31:00
Speaker 2
Okay, so I'm not sure why this is all going on. Sorry. Is that the optimum level? minus 68 would definitely be the optimal level. Okay. [silence] Okay, there's one that's solid.
31:00
Speaker 1
Okay, good, uh, let me double check again. Okay, good. Uh, let me double check again. Just refresh the tool, the FB, PH report. Okay good, they are showing now, and it has a signal strength. And uh, signal strength so that it's under kitchen server can you try to reboot that node because that I know neither just reboot it. Yeah reboot, just reboot, sir. Just unplug and replug unplug.
32:00
Speaker 2
[silence] But the other one is still okay. They're both solid blue now on the child's. Uh you want me to bring it over? I can bring it. Oh, okay. Okay. [silence] Wait a.
32:00
Speaker 1
Yeah, give me him time. Okay, the child knows are good. Now you have both the note both knows that we reset, so they are now showing on the tool. Yeah. it should be it should show us up not down. Mm-Hmm. Okay.
33:00
Speaker 2
a couple seconds then plug it back in okay now i'm getting i plugged it back in i'm getting a blue uh blue strobe it turned red as it's flashing.
33:00
Speaker 1
How is it sir? Is it back to both? Yeah, the other node. Yes. That's all blue, but still not showing in the tool. Can't see it in the tool. Yeah, I think it's blue sir, but it's not showing.
36:00
Speaker 2
The kitchen node, it's solid blue. I'll go check again. I'll make sure. It turned red. Now it's solid red again.
36:00
Speaker 1
yeah can you bring again that node sir nice to the parent sir we might need to reset that node okay and while waiting sir I will will just have to update the firmware of the child nodes okay then we have to update the firmware okay yeah that's good so we the node first the firmware file no it's the firmware version this
37:00
Speaker 2
Mm-hm. Okay. Okay, I went ahead and plugged it in. It's right next to the parent port. [silence]
37:00
Speaker 1
Is it one point something? This is the version two. Version two notes. OK. So it seems that it's already updated. Anyway, we should be good. I think there's no need for us to update the firmware. You have to get the new the latest firmware version. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Where's the plasma connector. [silence] Okay, so how is it? [silence] What's the status of this child node. [silence] Is it blue solid? [silence] Yeah. [silence]
38:00
Speaker 2
Let's see. Once one child knows is OK. It was red. No, it's blue again. They're all blue.
39:00
Speaker 1
the one that you just bring to it. I want the kitchen oh, it's blue. Yeah, just the kitchen oh. Yeah OK, but the other two is still solid blue, right? OK OK, so, so please do a reset on that on that kitchen node. Yeah, same reset process, just press until you see the blue light. [silence] Oh, we can either reset and restore to default settings, or install, firmware backup. [silence] The kitchen node is offline. Setting up all the devices. [silence] The kitchen node is offline. [silence] The kitchen node is offline. [silence] please, take the back of the TV and see if it has the power. Please stay on hold.
40:00
Speaker 2
No, it's okay. Let me think. I've got them all set next to each other. So I gotta make sure which one I'm talking about here. Okay. Yeah, the kitchen note is red right now. Correct? Okay. Okay, it must be working. Because it's giving me a strobbing blue right now.
40:00
Speaker 1
So, uh, right now we promote the working? For that, we demo, uh, .07, .con. What about the weighting? Yeah. um, Okay, good. That means we have, yeah, you successfully reset the router, sir, so let's add the uh node back to the network before that, let me just refresh this. Uh-oh. Uh-huh should be the web interface. Um,
42:00
Speaker 2
Now it's just turned to a solid red. [silence]
42:00
Speaker 1
uh good yeah let's wait until it turns back to solid blue silence How is it going to what status like now?Of course, you okay.Hmm.
44:00
Speaker 2
uh, is, it's still flashing red. uh, yeah, it's- or i-t's really not flashing. it's like strobing in and out.
45:00
Speaker 1
[silence] [silence] [silence] Around there, okay. Give it some time. Yeah, should be back to blue. Okay, I believe it's - is it back to blue now, sir? [silence] Yeah, it is. It just has to like reset [silence] and load up. I'm not sure why that happened. That's the third time this morning. [silence] Ah, so [silence] so, we can try closing it down. [silence] Yeah. Yeah. Yeah, I'll close it [silence] yeah. Okay, so it has to load up [silence] a good. [silence] [silence] [silence] [silence]
46:00
Speaker 2
And now it's solid blue. Well, now it went back to transparent. You've done this before. Uh, yes, it is. [silence] on my on my app for that node although it doesn't it does not show Wi-Fi connection or does it just need to reload. okay. okay.
46:00
Speaker 1
Okay, so, so, Yeah, Ken, now go headset and relocate the and re, re, locate the new turf. So, yeah, when you really were the noose, sir, I would suggest that you do it one at a time. Start with the awful node. Yeah, then wait until the light turns blue. Then, after that move to connecting the second nodes, same thing with, for the for the light to turn solid blue, then, and so on. Yes. Yes, excellent. Just so when you plug it, do it one at a time. So when you plug it in, wait for the light on that mode to turn solid blue.
48:00
Speaker 2
So, when I unplug them, I'll have to go through that reboot process again when I plug them in where they need to go. Okay. Okay. Okay. There are people, there are people, there are people in the hallways. Music. Ah, hey folks. Hello. Hello everybody. We, we came in here. The deal with, the deal with it is, is, is just kind of sketchy in here. I was wondering, I was wondering if you guys could maybe send someone over. We're just in the hallways. Yeah, I mean, I think they're just coming off the intercom.
48:00
Speaker 1
Then once that turns solid blue, go to the other node. Yeah, same thing, wait for the blue light. Yeah, then and so on, on the other node. Uh, no, no, no, no, don't hold the button there. You don't have to press the reset button. Just wait for the light to turn solid blue. You don't need to touch any button. Yeah, just plug it to the power outlet.
49:00
Speaker 2
Okay. I have one question on the kitchen that it shows blue, but when I look at signal strength, it gives me nothing. Is that something to be concerned about? Okay. Okay. Okay. Very good. Okay, very good. Okay. So, I'll unplug it here, take it to the kitchen, plug it back in, and then I have to hold the button in to no? Kay. Okay. Okay. Kay.
49:00
Speaker 1
Yeah no need to reset it again, sir. Yeah, we don't want to do that. Yeah, yeah, just the powers. Yeah, but sir, you don't want me like to stay in the line while you're doing it. Yeah, I just want to make sure, sir. That it's working. Yeah. Yeah. Yes. Yeah, then wait for the light to turn solid blue, like ready for use. Okay. Because I want to check, sir, like the what you call the signal strength when they are on their desire location. Yes, I just want to make sure everything is working before we end the call.
50:00
Speaker 2
[silence] Gotcha. All right. I don't want to do that. Okay, very good. Thank you so much for your help. Okay. It's it's up to you. I can oh, I'm going to unplug the kitchen one. I'm going to take it to the kitchen and plug it in. Okay. Okay. Okay, very good. [silence]
50:00
Speaker 1
Hello, sir. Yeah, thank you for waiting. How was it? Oh, and yeah, what's the, I mean the status light of the nose. What's the status light first? Is it back to blue? Yeah, the status light of the nodes.
57:00
Speaker 2
48.576 --> 50.986
57:00
Speaker 1
Okay, double check. Are they located now on the desired location, sir? Is it already... in place? Yeah, I think it's just the page did not refresh. Hold on. But they are now solid blue. Yeah, only the kitchen. I I know how far are these other nodes are from the parent. Like the distance. I know not the kitchen, the other nodes. Yeah, can you relocate them, sir to uh bring them to their
58:00
Speaker 2
Yeah. Yeah, the kitchen node is glued. Yeah, the kitchen one is in the desired location. Yeah. Yes. The kitchen. Oh, well, right now they're still right next to it, but when I but yeah, so they will be in rotation.
58:00
Speaker 1
Yeah, desired location, because, yeah, you're... Yeah, to their location. Yeah, same thing, just another time. [silence] Wait for the note to turn blue, then. Same thing. Uh... Yeah, that depends, sir, if they are, uh, like... [silence] If it can see the signal of the parent, then there's a tendency that it will connect to the parent, but normally, it will do the DC train. Yeah. Is it? [silence] Hmm, yeah, I think... [silence] Yeah, is the parent the closest node to this downstairs node?
59:00
Speaker 2
to there. Okay. Should I take one at a time or do them both? Okay. Do they do they pass off signal to each one to extend it or do the child all work independently with the parent? Okay. All right. So the next one will be down in my bar and that's downstairs and it would connect to the parent which is upstairs in the office.
59:00
Speaker 1
Or the kitchen out. yeah which one is the closest? Hmm, yeah, I think yeah, if that's the case, then it will automatically connect back to the parent node. okay Hmm yeah, but that depends the signal so the note is getting from the parent.
60:00
Speaker 2
No, it would be the, no, it would be the parent is the closest to the downstairs node. So I just plugged it in. So, she'll go through that reboot process. It's, it's still a ways. I mean, from the downstairs to the office, it's probably 40-45 ft. Yeah, it definitely because I know, I know, uh, wireless radios don't like. <start_of_audio>
60:00
Speaker 1
Yeah, exactly. Mm-hmm. Mm-hmm.
61:00
Speaker 2
wooden floors which but it's all open staircase so it's not like a door going down it's just all it's all open but it's still uh maybe yeah it's probably 40 feet from the office and then the other one in my downstairs office that's probably from the downstairs bar that's probably 10 20 probably 30 feet from that one [silence]
61:00
Speaker 1
How's it going there? What's the status light of the child mode? Okay, good. Is it solid now? Yeah, solid blue. Okay. Oh, when you do that, yeah, when you do that, test, her, I would suggest that you turn off and on the Wi-Fi of your phone so it will connect to that newest mode. Yeah, because it might connect to the, yeah, just the Wi-Fi. Are you doing a, what do you call this? Yeah, just the Wi-Fi. Yeah, not the data on your.
62:00
Speaker 2
the child mode is blue yes I'm just doing a test yeah I'm doing a test speed test with my you know just with my mobile phone Oh yeah I haven't done that I never thought about that but I can't turn off so how should I do that if I turn off the Oh just turn it off okay yeah no you can't okay yeah that makes sense.
62:00
Speaker 1
where you can continue. Is there, there's a trigger that's not following the data that is out of band? Router taxes. okay. is that, are you trying to check sir your phone,
64:00
Speaker 2
yeah. that's not... it's not great. it's right now it's doing a download of about seven megabits [silence]
64:00
Speaker 1
Yeah, because your phone is not showing on me. Yeah. Can you disable the prioritizer like a data connect the data connection in your phone? And make sure you are connected to the router because it's not even showing on the list. Yes. It's actually not showing on the list. Yeah, it should be here. But it's not Yes, on the device list. Yeah, it should be showing here. But if I say can you double check what Wi-Fi name your phone is connected to? Yeah. What Wi-Fi name? Because I think that you are not yet connected to your Wi-Fi because your Wi-Fi name here is the Linksys setup. which I
65:00
Speaker 2
And is that not? ... ... ... ... ... ... ... My phone. Oh, my phone is not showing on. Hmm. Sure, yeah, let me do that. That's a good point. Yeah, I've got several. Oh, this one.
65:00
Speaker 1
Oh, I yeah, that's why. Yeah, because your wifi name is links setup E 75. So much better if you personalize first, the wifi name. Okay, so. Yeah. Okay sir. Yeah, please go. So let's take control of the screen. Yeah. Uh personalize the wifi name and the wifi password. On all three bands, okay? Yeah, so let's go ahead. Yeah, take control of the computer. Uh just type. I would just say that you just type. Yeah, just type the name. Yeah on the 2.4.
66:00
Speaker 2
This one here is, yeah, this one here is Kuhn House one. K-U-H-N-H-A-U-C-E one. Yes. Yes, I have it, I have it set up to the K-U-H-N-H-A-U-C-E one. Okay. Okay. Okay, hold on. I'm, I'm running all over here trying to understand.
66:00
Speaker 1
Yeah, to the computer. Yes, yes. So you can change the Wi-Fi name and Wi-Fi password. Yeah, that's why you are getting a very slow connection. So because you are not connected yet to your network. Yeah, maybe that's hopefully that's the main reason. Yeah, let's personalize first your Wi-Fi name. Yeah, the Wi-Fi name. Yeah, 2.4 first. Yeah, personalize. So there's 5 gGhz one and 5 gGhz two. Yeah, personalize them all. You can use the same or different Wi-Fi names. And password, sir, did forget to personalize it because it is still using the default Wi-Fi password. Do you want to use the same WiFi name and WiFi password on both bands, sir? For 5 and 5G? Yeah, personalize as well, sir the 5G WiFi name? Yeah, this one and this other one. Yeah, personalize them both. And also the WiFi password. You can use the same or a different name. Yeah, it's up to you. As long as it's easy for you to recognize and remember, then that should be fine. Okay, password? Just view the password, sir. Just click the eye icon to make sure you've got the right password. [silence]
67:00
Speaker 2
O.K. O.K. O.K. O.K. to do whatever you want to do. Okay.
68:00
Speaker 1
okay Oh but you said the third Wi-Fi names are do you want Yeah make sure to change it as well I you can just copy and paste Yeah then click on apply afterwards yes yes correct the five gigahertz 24 gigahertz make sure to personalize that as well and after also the Wi-Fi passwords so don't forget to change it it it's
69:00
Speaker 2
Yep. So. feels OK. Yeah, I can do that. This one here. And what? Oh, OK. OK. [silence]
69:00
Speaker 1
Oh, yeah, okay, good, then I will click on apply, okay, we will proceed, okay, okay, I just answered now. Okay, I think it is saved now. Can you double check that if your phone detects this new wifi name, this coon, this Wi-Fi, this house? Yeah, once you see it. Yes, yes, what? Okay.
70:00
Speaker 2
Okay. I think I got it. Down in, down in the, uh, well, I'll check it over in the kitchen first, because it was it was like intermittent even in the kitchen.
70:00
Speaker 1
ah yes yes a yeah we changed that it's a why fine net so just give it some time so we recover yeah make sure to reconnect your phone sir to the new e board and yes yeah when you do yeah connect to the uh to your why fine and enter your wife it password
71:00
Speaker 2
The kitchen one went red on me for some reason. Oh, is it because we changed that's because we yeah, we changed the network. Yeah, much better. The kitchen is showing me download. Uh, let's see, 94. Thank you.
71:00
Speaker 1
okay, good did, yeah, kick it. yeah, try to check the other narrows. yeah, should be good. okay. okay, and yeah, based on the for the notes are actually busy trading. so they are connected from one from one another.
73:00
Speaker 2
yeah, so now I'm doing a new one here, which is pretty good for the kitchen. 158 down and over 100. yeah and then the other one was I so it's 157 down and 105 up. I'm going to go check the one downstairs Full version was revealed to me completely that I must have been drawing it this. I must have been drawing the when I was doing it before because I was not on the right network. I was probably just pulling it from my mobile phone. Okay. You want me to go ahead and plug? Okay. Okay.
73:00
Speaker 1
OK.
76:00
Speaker 2
it might even be, drawing it from the other one because it's still... it's still setting up, but I'm, I'm getting 150 down and 100 up. So, it, it might be pulling it my cell phone. Okay. You. Yeah. Well, from the other, I think it's, I think my mobile phone was drawing it from the other cell over here in the bar because my office is. Does that make sense?
76:00
Speaker 1
yeah just give it some time let it wait until it turns back to solid [silence] mmm yeah just give it some time let's wait until it turns back to solid [silence] it's good then yeah try to check that connection [silence] yeah try to disconnect your phone from Wi-Fi and then reconnect [silence]
77:00
Speaker 2
Okay, it's solid blue. now. Yeah, I'm getting, just on my speed test, I'm getting 98 down and looks like about 150 up.
78:00
Speaker 1
[silence] Okay, so, it seems that the, yeah, the connection has, yeah, now it improves, sir. Okay. Yeah. So, and also it looks like it seems that you're connected before to a different network, so maybe that might be a factor as well. Yeah. Okay. So, yeah, it looks like that you are, are now all set, sir. So I will now, yeah, close this remote session, okay? So before we end the call, sir, do you have any other questions? Yeah, before we end the call? Out. Out. You're welcome, sir. And once again, my name is Paul from Linksys Customer Assurance Team. Have a great day and stay safe always. Bye bye. You're welcome, sir. Bye bye.
79:00
Speaker 2
greatly improved. Yeah, I'm sure that's what caused the circumstance of the loss of speed. Okay. All right, thank you so much. Appreciate it. No, this is awesome. You're awesome. Thank you so much. All right. Okay, thanks. Thanks. Bye.
80:00