V2 Rubric Detail — e94d20a0-7653-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:23
Duration
81m 24s
Contact
Carrie Hernandez
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00113665
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device reconfigure
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall84.3% (+28.3)

V2 Grader Summary

The agent correctly identified the router’s reset and access issues, used appropriate tools (5‑press reset, IP‑config, web UI) and guided the customer through a full configuration, resulting in both nodes coming online. While most technical guidance was accurate and the case was owned end‑to‑end, minor inaccuracies in LED description and occasional communication gaps kept a few indicators at partial‑met. No critical failures justify auto-zero.

V1 Case Analysis

Customer unable to access WHW-03V2 admin UI after password loss. Performed 5-press reset, accessed https://myrouter.local, changed SSID/password, and confirmed both parent and child nodes online.

Troubleshooting Steps
  • Verified warranty status (out of warranty).
  • Processed paid Connect service transaction.
  • Performed 5‑press reset on parent node.
  • Guided customer to access router UI via https://myrouter.local.
  • Changed Wi‑Fi SSID and password.
  • Confirmed node LEDs indicated online status.
Key Observations
  • Agent incorrectly advised disconnecting the Ethernet cable from the modem (router must stay connected to modem per KB).
  • Repeated URL misstatements (e.g., 'myrouter.comlocal') caused confusion and browser errors.
  • LED color descriptions were inaccurate (e.g., 'salmon', 'pinkish red') compared to KB-standard purple for setup mode.
  • The 5-press method was correctly applied for WHW-03V2, which is supported per KB.
  • Excessive hold time and lack of structured troubleshooting flow reduced efficiency.
Positive Highlights
  • Empathetic tone and acknowledgment of the customer's frustration [transcript 19:00].
  • Offered appropriate paid Connect service when warranty had expired [transcript 04:00].
  • Correctly used the 5-press escalation method for the WHW-03V2 model, which is documented as supported [transcript 24:00].
  • Successfully guided the customer to access the router UI and change Wi-Fi credentials, restoring functionality [transcript 58:00–67:00].
Agent Errors / Gaps
  • Incorrect guidance on disconnecting the Ethernet cable from the modem (router must stay connected to the modem) [transcript 32:00–33:00].
  • Confusing URL instructions; repeatedly mis-spelled the address and failed to keep HTTPS prefix, leading to 'site can't be reached' errors [transcript 35:00–43:00].
  • Provided vague or inaccurate LED color explanations (e.g., 'salmon color', 'pinkish red') instead of referencing KB-standard purple for setup mode [transcript 25:00, 21:00].
  • Excessive hold time and lack of concise step-by-step flow, including unnecessary browser cache clearing and IP config steps when local access should have worked directly [transcript 43:00–57:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent guided customer through factory reset, 5-press method, web UI access, and Wi-Fi reconfiguration; both nodes came online and customer confirmed resolution.
R2 Met Diagnostic thoroughness conf 95%
Performed logical troubleshooting: verified reset success, used 5-press method, checked IP configuration, diagnosed gateway, accessed admin UI, and reconfigured Wi-Fi settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty, offered paid Connect service, and proceeded with full troubleshooting rather than dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (LED behavior, inability to access admin page), asked for serial number, verified reset status, diagnosed network connectivity via ipconfig, and determined root cause as misconfiguration.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used ipconfig to find gateway, guided to http://192.168.1.1 after myrouter.local failed, and applied 5-press method on compatible WHW03V2 — all correct tools for the scenario.
T3 Partially Met No misinformation conf 95%
Agent correctly identified purple as setup mode and used valid 5-press method for WHW03, but incorrectly stated that teal, green, or minty colors indicate the device is online; per led_intelligent_mesh_consumer.md, a solid blue light is the only indicator for 'Online and healthy'.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent set expectations about paid service and guided steps, but long silences and occasional loss of direction made control less smooth.
C2 Partially Met Confirmed understanding conf 70%
Provided technical instructions but used jargon and did not consistently verify customer understanding; some confusion over URLs.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, processed payment, performed troubleshooting, and did not transfer the customer.
O2 Met Proactive follow-through conf 85%
Clear next‑step instructions were given (reset, wait 2‑3 min, access UI, change Wi‑Fi settings) and were completed within the call.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first interaction on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted; the issue was resolved on the call.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent expressed empathy (‘Really sorry to hear about the trouble you had’, thanked the customer for patience).
X2 Partially Met Tone & rapport conf 70%
Agent remained patient and walked through steps, but did not significantly adapt language or pace to the customer’s confusion.
X3 Partially Met Overall experience conf 70%
Customer had to repeat serial numbers, perform multiple manual steps (reset, IP‑config, typing URLs), indicating some avoidable friction.
Call Transcript136 turns · 149 lines
Speaker 1
Hi, Dylan. My name is James Hernandez. I have a link sys model number WHW-03V2. My question Dillon is, my daughter put this router in, but she disconnected.
00:00
Speaker 2
Welcome to Linksys support. Throughout this call, we may monitor how your experience with our support team goes to ensure quality service. If you're calling about in-warranty products, our support team is available to help with performance and hardware issues. Please register your product by visiting register.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. Hi, thank you for calling Linksys technical support. My name is Dillon how can I help you today?
00:00
Speaker 1
She, she disconnected it like a year ago and she doesn't know the password. She doesn't know anything about this thing. We have a router modem withuh uh Uh Exfinity that's been helping us, but it's not an extended router. Uh, so I'm trying to reboot my router. I have a serial number. I want to know if I can have it reconfigured or do I have to just throw it away and buy a new one? Should I give you the serial number? Okay. It's 20 like John, 20M like Mike 39A like Apple 59211 Let me repeat that Ellen 20 J 20 M 39 A 5911 I have two towers.
01:00
Speaker 2
Sure, sir. Um, yes, I would appreciate that one. Alright. Mm-hmm.
01:00
Speaker 1
One, I don't know if it's the dad and a child or boy, I don't know what they call them. Uh, the first one I just gave me the second one has a same serial number, there are different passwords, uh, and the Mac numbers are the same. They're the VoVP, the VoVP or VoVP setup. They both say, what? Okay. Uh, what's Vellite pic? The first one's setup name is underscore valve setup CL Charles AA, but the second one has the same one. They have different passwords.
02:00
Speaker 2
regarding that one sir uh i don't really need much of the information uh of the device just uh three oh number but i appreciate So I was able to pull up a record here under, um, Barry Hernandez. Mm-hmm. Uh-huh. Uh-uhUh-uhUh, uh. Yeah, um, as far as this one, sir, uh, based on the record here, it shows that the device is already out of warranty. Well, technically, yeah,
02:00
Speaker 1
[silence] I've done that. I, I, I, I went to the factory reset button, and I let the lights flash red and they flashed and then they went off and then they went to purple, but then they go back to a solid red or, or a solid light blue. They don't stay purple.
04:00
Speaker 2
For out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid Connect service for a one-time fee of $15, which you might want to consider. But technically, if you would just wish to, you know, reconfigure your device, you just have to properly reset it back to its default settings and set it up again. I can (sigh) uh for uh for the light indicator that shows uh purple, it means that it's on setup mode, which technically is uh (sigh).
04:00
Speaker 1
But, okay. Well, I brought both of them together and they both went to purple and then they went back to red and one went to light blue, like royal blue. I'm willing to pay for this set up. That's not an issue. Let me, let me go back to the reset button. Let me go back to the reset button and I'm going to hold it down for 10 seconds or longer. It's flashing. I just turned, I set the reset. It's purple. It was flashing red, but now it's solid, like a solid purple.
05:00
Speaker 2
which means it's on setup mode. So right now, sir, well, what's the status of the router? What's the light indicator showing right now? so yeah so um, it's showing solid blue right now just just a moment, sir. Can you verify to me first, the light indicator showing right now?
05:00
Speaker 1
they both have the same number, it's just different password and key recovery, different numbers, but they don't say main or dad or child. They just Okay. Okay. Got it. Okay. Okay, so let me just let me just finish stating what I need then you I'll let you talk. I turned it thing it flash red, it stop flashing and then I release a button and it went through.
06:00
Speaker 2
Mm. Okay. So, yeah, it... It's... is the one showing solid purple the main router the one that is connected to the modem? Yeah, it... yeah, it actually doesn't matter, sir. Because they both can be swapped. So, they're both the same. They're routers. They have the same model. It doesn't really matter if, uh, they don't have identifier that says it's the main router or the, yeah. Anyway, um, it... Okay. Yes, sir? Mhm. Mhm.
06:00
Speaker 1
purple. Now, it's still purple. I guess it's in reset mode. How do I pay? Who do I pay to reset this thing for me, reconfigure the whole thing for me? Do they take over the system and just reset it for me? They step me through? Okay. So, do I pay you now, or do I, are you going to transfer me to somebody? Okay. So, do you want me to bring both towers together within, you know, 3 feet, 10 feet from one another, disconnect them, and then replug them, or what do you want me to do?
07:00
Speaker 2
Okay. Uh it's an.. I will process the transaction sir, if you wish to proceed with the paid connect service. Uh no sir. Uh we.. I mean, I will be also the one who's going to uh walk you through with the troubleshooting. Uh no sir. Uh will.. Again, I will process the transaction and I will also be the one who's going to do the troubleshooting with you.
07:00
Speaker 1
Okay. How much is it? 15 No, no, no, no, I tried that.I tried that once before and it didn't work. I wasted a lot of time and it didn't work. So can I pay you? I can pay you. Okay.Tell me when you're ready.
08:00
Speaker 2
All right, so, uh, if you wish to proceed with the paid connect service, let me just process the transaction first. And we can, so that we can proceed with the troubleshooting, okay? Uh, $15. But if you want, yeah, but if you want, sir, I can also send you an email for the troubleshooting steps that you can perform, whereas it's just though. I see. All right, sir. All right. So if you're willing to, yeah, yeah, I will process the transaction. All right. So before anything else, uh, before anything else, sir, I just wanted to set your expectations that this, uh, paid connect service is, you know, um, Service that you agree for a one time nonrefundable technical support that would only last for 60 minutes okay. So if we're unable to resolve your issue or determine your product is defective. Uh, there will be no refund or replacement that will be issued to you. Uh, this uh, okay, all right. Mhm. Um, yes sir. Uh, yes sir, you can actually add it as a child node if
08:00
Speaker 1
What's the best newer model? It's at the 4600? Let me go online, let me go to Linksys. Let me look at them. Because I'm thinking about doing that, and then just using these. It's awesome. What's it called? Linksys what? Velo. Pro 6E, tribond. Okay, I got them here. Uh, Linksys Velo Velop, V-E-L-O-P, Pro 6E. I got those on. [silence]
10:00
Speaker 2
that's uh... Bella pro 6E yes yes uh-huh.
10:00
Speaker 1
And what do they cost about? How many do you get? One? Do you get two towers? Three towers? How many in this three-pack system? I follow you. Okay. So the one that shows is basically one. And if you buy two, it's a different price. Okay. Understood. Okay. I see it now. Velpro 68. Okay. Got it. Okay. I know the...
11:00
Speaker 2
But we don't really have visibility on the prices because it varies depending on the retailers. But I believe um it's yeah, it's actually up to you because there there's I believe uh the online retailers have an option to select whether you're going to purchase two units or three units or one unit of the model. Yes, sir. 6E.
11:00
Speaker 1
Okay. So, if that, that doesn't work, then I'll proceed with the fine in setting that up, okay? Okay, it's a visa number [REDACTED_PAYMENT_DIGITS]
12:00
Speaker 2
all right sir okay so um hmm all right so let me let me process the transaction um but before that um let me just inform you that uh this i mean uh that your credit card information is uh not stored or recorded in any part of our system so this ensures that your information remains confidential all right so let me process the transaction sir uh do you mind providing me the the credit card number huh?
12:00
Speaker 1
6, 921, three one eight four expires 1130. Zero eight, four. Yes, sir. Are you going to send James? Yes. Yes. James R. Hernandez. [silence]
13:00
Speaker 2
hmm okay and how about the security code sir fine all right okay let me uh input your email address here so that you have or you receive the invoice let me just verify your email address as one james hernandez at gmail.com all right and uh the first name on your card James Hernandez right or the last name all right thank you so much for that one sir okay uh let me just process this one All right. So I've already processed the transaction. Let me just send the receipt or invoice to you. Just a moment.
13:00
Speaker 1
Okay, let me, my email, to see if I got my receipt.
15:00
Speaker 2
All right, sir. We can now proceed with the publish setting. All right.
15:00
Speaker 1
I'm here. Are you still there? Okay. Yes. Uh, it's, I put it back where it was. It's about 25 ft. away. You want me to go bring it back close? Okay. Okay, hold on a second, please.
16:00
Speaker 2
[silence] yes sir [silence] all right now are you ready for the troubleshooting all right so [silence] currently sir uh where is the child node [silence] placed at the moment [silence] yes please it would be best if it's within 30 I mean three feet [silence] sure no problem [silence]
16:00
Speaker 1
Are you going to do a Factory Reset on this for me? [silence] Well, no, the one that's connected to my modem has gone back to red. Do you want me to hold the reset button down on the primary node? Okay. I'm going to hold it.
17:00
Speaker 2
No, sir, I will just walk you through, but let's see if we're going to proceed in performing the reset again because you've mentioned that you have already done resetting the router, right, and it's showing solid purple okay. All right, sir, no problem. We're going to proceed in resetting both the nodes. Both of the nodes. Yes, sir, please. So press and hold the reset button.
17:00
Speaker 1
Okay, just flash three times. Flash one solid red. Okay. Now it's off. It looks like a dark grey or dark purple. I can't tell. Now, will I have to enter my email and password and all that kind of stuff to save it later on? Okay, just turn. It just turned like a light blue and now it's going back to grey or purple. Okay. Got it. Yeah, I won't interrupt you. I'll let you talk and do what you need to do. I won't bother anymore.
18:00
Speaker 2
for at least 20 seconds. All right, just 20 20 seconds. Uh huh. All right. Um, okay. All right, you can you can now release the reset button, sir. So we're we're going to perform the troubleshooting sequentially, sir, okay? So you you don't have to worry about what's going to happen next. All right, sir.
18:00
Speaker 1
Yes. Cut. I was looking at the instructions and it's at to reset the button then unplug, unplug it and disconnect my modem and wait you know 20 minutes or something and replug it and I tried all that stuff. None of it worked.
19:00
Speaker 2
All right, so did you already release the reset button? Okay, so let's just wait for at least two minutes for it to reboot and set up until it gives us a solid purple light. Yeah. Really sorry to hear about, you know, the trouble that you had just to configure this the reconfigure the router. Anyway, while waiting on the parent node, sir, let's also reset the child node.
19:00
Speaker 1
Oh, shoot.
20:00
Speaker 2
Yes sir. What's the color showing on the child node? Okay, no worries. All right, okay. Mm-hmm. Mm-hmm. Mm-hmm. I see. Mm-hmm. All right, sir.
20:00
Speaker 1
Um, turn red, solid red. Kind of a pinkish red? Yes. Will the child node also turn to a pinkish red for setup mode? No problem. Okay, I got my receipt that you sent me. Thank you very much for that. I'm going to step away for a minute, okay? I'm going to go to the bathroom. I'm sorry. [silence]
21:00
Speaker 2
Alright, is it a red red or a pinkish red? Okay. So, it's on setup mode, sir. It's also one indicator that it's on setup mode. It's depends, it depends, sir because you'll know if it's on setup mode, if it's showing you purple magenta or a pinkish red light. Alright, sir. No problem. Uh, sure. No problem. Take your time.
21:00
Speaker 1
Well, do you have my phone number in case we get disconnected? Yes, and you have my email address? sixfeathers2@gmail.com Thank you, I'll be right back.
22:00
Speaker 2
Uh, yes, sir, uh, this phone number, four zero eight two zero two one four nine five. Yes, sir.. All right, no problem..
22:00
Speaker 1
okay I'm going back to the workstation error you said or okay Dylan so I I have the two serial numbers and the passwords and the recovery keys if you need those so just let me know I kind of written [silence]
23:00
Speaker 2
Power side office off the off. Head. They're on the browser. wondering. On. Alright, sir. Dylan. Yes, sir. You're correct. It's Dylan. [silence]
23:00
Speaker 1
down there on the labels at the back. Okay, and I gave that to you, right? Thank you. They're both red, pink, kind of pinkish. It's solid, okay, solid pink.
24:00
Speaker 2
No worries, sir. Um, I would only need the serial number for the main router. Yes, sir. All right. No problem. Okay, so what's the color of the child node right now? What's the color of the light indicator? Okay. All right. So here's what we're going to do now to manually configure your router. Uh, on your parent node, the one that is connected to the modem, I want you to, yeah, uh, let's proceed with the five press method. So all you need to do is just press the reset button on the parent node five times within five seconds.
24:00
Speaker 1
[silence] I'm going to start right now. [silence] Okay. [silence] Okay, done. [silence] It's flashing. [silence] Now it's kind of turning like it's turning like a salmon color. [silence] Wonderful. [silence] Okay.
25:00
Speaker 2
Not too fast, not too slow. It's just like you're counting 1 to 5 at the same time you're pressing it each second. Okay? So, press the yeah, press the reset button five times within five seconds on the parent node. Now. Alright, okay. So let's just wait for it to for at least uh 2 to 3 minutes. It should go online, but if it doesn't, then uh we're going to proceed with the next troubleshooting. So let's give it some time. It's okay sir. Mhm. Mhm. Like a blue color. That's also an indicator that the, the, device is online when it shows you like a teal, green, minty. color. Yeah, that's also an indicator that the device is online. Mm-hm. Exactly, sir. I see. Yeah. Mm-hm. All right, so how was it, sir? Any progress with apparent Owls? Uh-huh. it's yeah it's it's pulsing like a flashing tail color amp but it's mm-hmm yeah that's okay sir and um how about your child node is there any like light behavior okay that's also a good indication sir that your parent node is communicating with your child node at the moment all right [KEEP_UNCERTAIN] because it's trying to look for the child node, so. let's give it more time. okay, that's good to hear. okay, that's good to hear. no problem, sir. that's actually a a normal light pattern. so let's just give it some time. all right. let's uh let's wait and i'm sorry. yes. uh it it varies actually. um sometimes it shows tall it. Sometimes it's blue or aquamarine or green that's all an indication that it's online. Okay. Uh, that, that's fine. M. Okay. So, did, u, uh, did it remain, uh, solid? Okay. That's good to hear, sir. Okay. Okay, that's, that's fine.
25:00
Speaker 1
Okay. Wonderful Okay. I'm ready to proceed with your instructions. Where's my link at? I have a laptop yeah, I have a
31:00
Speaker 2
all right. It, it, um, it means that, uh, your, both your parent node and child node are now online. Uh, all we just, all we need to do now is just, you know, associate it with your Linus app and change your Wi-Fi name and password. and then we can uh, proceed, you know, uh, relocating your child node later on. all right. So let's... it's fine, sir. all right, so let's open your Linus app. It should be on your phone, uh, did you download the Linus app, Or do you have, do you have, do you have a laptop or a computer we can use to configure your router?
31:00
Speaker 1
a laptop. I'm afraid I'm going to disconnect you if I get off the phone and try to play with my phone. So let's go to my laptop. Okay. So I'm on the desktop. I have a clean desktop. Should I go to the top browser? Okay. What? Yeah, it's hardware. It's already hardwired. The Ethernet is connected to the PC laptop and it's connected to the modem.
32:00
Speaker 2
Yeah, let's use your laptop. Sure, no problem, sir. OK. Um, let's connect it first to the linksys Wi-Fi. Can you do a hard wire? Can you do hard wire connection? Like connect your computer with an Ethernet cable directly to the router? Oh, we need to connect it to the parent node, sir. For us to be able to manage everything, we need an Administration PC. Not a client. Administration PC.
32:00
Speaker 1
Okay, so I need to disconnect what now? Okay, take it out of the take it out Okay, I'll take it out of the mom the main modem and I'll put it into the parent node is that right? Okay. Okay, I just disconnected it out of the back of the main primary modem and I'm going to put it into the back of the Ethernet port under the parent.
33:00
Speaker 2
able to access the web interface. Yeah, you need to disconnect the cable that is connected to the modem port. I mean, yeah, the modem port. Exactly, sir. Hmm. Yes, sir. [silence]
33:00
Speaker 1
Okay, it's plugged in. And it's still it still healed. Okay. What do I I type in my computer? Hold on a second. Hold on a second please. Okay.
34:00
Speaker 2
All right. Mhmm. That's good, sir. So, is your computer already online? Let's make sure first that your computer is already online, sir. Can you check the icon on the bottom right corner? Hm. Sure. No problem.
34:00
Speaker 1
Sorry, my wife came in the driveway to open the gates up. The dogs are out there. She didn't want to run over them. Okay. Uh, the parent node is still stable. The light stays yellow. What do I do now with my computer? Okay. Okay, what should I type in? Yes. At the very top, certain menu. Okay, type what?
35:00
Speaker 2
all right. No, sir. No problem. All right. So, um, let's open a browser. Mm-hmm. Yeah. Let's open a browser. All right. On the address bar. Make sure that you're typing it on the address bar. You type in H T-t-O-S C O-Z. Yes, sir. Yes, sir. H T-t-O-S.
35:00
Speaker 1
okay? I got HTTPS my router.local okay okay, I got HTTPS-4 slash slash then what, what was that for forward slash forward slash? My router.local.
36:00
Speaker 2
Hotel Tango Tango Papa Sierra [silence] and then Coliseum double forward slash Coliseum my router. local. Yeah,my router. local so it's https. colon.
36:00
Speaker 1
It's searching for it. It says it can't be reached. Well, let me, let me type it back in. H T T P S and then colon. H T T P S plus colon, forward slash, forward slash. I don't know these. I'm sorry, but it seems like Facebook. Everybody's trying to take over my computer. Not your fault. It's just. H T.
37:00
Speaker 2
Mirouter.local Okay. they can't be reached. Can you make sure that. All right. Carlo.
37:00
Speaker 1
lost. This is this site is support. I'm going to continue the site anyway. Said this site can't be reach. My router.local server IP could not be found. Is it because I have a firewall? Should I disconnect my firewall? I don't know. Is my firewall at?
38:00
Speaker 2
Uh huh. Yes, sir.
38:00
Speaker 1
I have a Norton I got to go find that good English. Where in the hick is my firewall? How do I disconnect my firewall? I used to find it. I used to find it all the time. I just, it says my smart firewall is disconnected, disabled for 10 minutes. I just did it. Okay. [silence]
39:00
Speaker 2
um how about looking at it on the bottom right corner? so it's already been disabled. okay so let's search for the HTTPS colon double forward slash myrouter.local answer.
40:00
Speaker 1
I type in https colon forward slash and then I put my router, but then when I hit the go button, it, it goes, it, it, it only says my router and dot local. It loses the the https when I hit the search button uh and see
41:00
Speaker 2
that's find actually as long as you type in hcpis
41:00
Speaker 1
it still says it cannot be found. See when I when I type in H like you said, H T T P S colon forward slash, forward slash, Myrouter.com when I hit enter button, only thing it comes back up is I type. Yeah, I type in myrouter.comlocal local, yeah. But when when I do that, it deletes the H T T P S colon forward slash, forward slash. Only thing that shows up remaining is myrooter.com local. It It deletes everything after I hit the enter button, it deletes the H T T P S and the only thing it shows up is, [ silence]
42:00
Speaker 2
Not not at not that com sir it's not local. Okay. Okay.
42:00
Speaker 1
is my router.local. and it shows it won't like the... okay, I'm going to go back to home, clear it, recycle it. okay, it's blank. the same way, https:// www.router.local. it keeps coming back, this site can't be reached. server IP address.
43:00
Speaker 2
All right, sir. How about this one? Let's let's do a clear cache on your browser. all right. Then let's search for it again. Uh-huh. OK.
43:00
Speaker 1
cannot be found. Check the connection. Is it is it because I just is it because I disconnected my ethernet cable? I had I disconnected from the router and put it into the the parent node. Remember? Okay. Okay. Wait. Hold on a second. Let me see. I disconnected the port, I, I disconnected, I disconnected the cable that goes into the router. I did the, the, the other end of the ethernet cable is still into my computer. Should I have connected, that, that I connected one port and one in to the parent node and
44:00
Speaker 2
Mmmmm. Yeah. Mmm mmm. How about this one? Did you disconnect the ethernet cable to the router? Yeah, uh that's actually right, sir. Because you cannot access it without connecting to the e- I mean to the router, to the parent node. Okay, so how about this one?
44:00
Speaker 1
the other into the other and back into my main router, disconnecting my laptop. Okay, so my cable, my ethernet cable, one end of the ethernet cable is plugged into my laptop. The other end of my ethernet I disconnected it from the modem and I put it into the parent node. Okay. Okay. I thought maybe I was getting this unable to find it because I disconnected it from the router. Okay. What are you doing? What are you doing? It's in my way. Hold on. Can you put it up a little more? Oh, I found another cable. I found another open cable.
45:00
Speaker 2
Um, I know if you're referring to your modul because the module is different to the router. So the router is your parent node. Yeah. Yes, that's right. That's actually right. No worries. How about this one, sir? Uh let's try getting your computer's IP address. Your one when address.
45:00
Speaker 1
You want me to type in? Okay. Okay. Windows, R, on the keyboard. Okay. It says it has run. Type the name of the program, folder. Okay. I have it open. the M, V, okay, like command. the C, M, D. What next?
46:00
Speaker 2
All right. So let's go back to your computer's dashboard. All right. And then you click on Windows plus R. Windows R [silence] Type in CMD, Charlie Mike Delta [silence] Yeah, command. [silence] All right. And then you type in IP config. [silence]
46:00
Speaker 1
Oh. I POST. forward slash O like zero O like O R like run Oh. 0 0 Oh. Oh Oh. Yeah. I type CMD IP like in like uh
47:00
Speaker 2
Hello, sir. Sir James, are you there? [silence]
47:00
Speaker 1
intellectual property CMD IP config CON FIG forward slash all. Just can't find it. Make sure you typed it correctly. Yes, it's c no spaces, CM char char Michael David. I O K I got CMD hit enter. Okay. Then I got it. Okay, it says user name. Now, what do I type?
48:00
Speaker 2
F-I-G. Uh, it's one word, sir. Oh, I'm sorry. Okay. Uh, when you type in CMD, you hit enter and then it will route you to the command prompt. Yes.
48:00
Speaker 1
I-P config. Okay. Oh Okay, that was a problem. Okay, now I got it. Yes. I hit enter. It's got all kinds of Ethernet adapters, wireless LAN adapters, ya. Okay, it's all in. I see the BIOS. I-P. I go to the very top. I'm looking for IPv4.
49:00
Speaker 2
Okay, so can you check for the IPv4 address, please? Sir.
49:00
Speaker 1
no, I don't see IP V4. Uh let me go, I'm at the very top, Microsoft Windows version can blah blah blah. This is a Windows IP configuration host name owner, IP routing, enable no, no. Unknown Norton case okay, I see I P V4 address. The The preferred one, I'm reading it to you. 10.255.2.
50:00
Speaker 2
Okay, you look, you look for the, you look for the Ethernet adapter. Okay, that's it. Can you provide me the IP address? Uh-huh.
50:00
Speaker 1
five seven dot two zero four, and it says preferred, in parentheses. Let me repeat that to you, Dillon, 10.252.57.204. 10.252.57.204. Uh the first is 10 10. And then there's three three numbers 252. Yeah, 10.252.57.204. Yeah, IPv4 address. That's the preferred address. Then I got a subnet and a default, and gateways and all that. D and servers.
51:00
Speaker 2
the 44 I see arthur just a moment okay let me just put you on hold for at least uh three minutes let me just check this out
51:00
Speaker 1
[silence] [laughter] [silence] [laughter] No problem. Okay. Go back to the command prompt. All right. I'm in. What do you need? [silence] [laughter]
54:00
Speaker 2
Hello sir James. Thank you so much for patiently waiting on the line. All right. Uh can we go back to the command prompt? Uh-huh. Uh can you check the default gateway?
54:00
Speaker 1
Has a DNS server, [silence] have a sub mask. There's I I have [silence] okay, I'm going down to the ethernet adapter, ethernet. I do have a default gateway there on that thing. [silence] the [silence] ethernet adapter, ethernet gateway, the default gateway is 192.168.1.1. [silence] Okay, I gave you an I the IP V4 address, but that was for the ethernet adapter. I gave [silence] were you [silence]
55:00
Speaker 2
There should be a default gateway. Okay. Okay. All right. So, that's the, right IP address.
55:00
Speaker 1
I gave you a different one the first time. That was with the unknown adapter. So, let me go back. I'm going to go down to the ethernet section. Okay. The IP for address for the ethernet is 192.168.1.85. That's the preferred one. And this is on the ethernet adapter. Now, the default gateway on that ethernet setup is 192.168.1.1. And it's the same one for the DHCP server. Okay. Okay.
56:00
Speaker 2
192, 168, Now what? 1. That's all right. that's It's that it's sir. Yeah, that's it. That's fine. okay, so let's go back to the.
56:00
Speaker 1
Okay, I can, I can go back to this now, get off of this. Okay, I'm at the browser. I'm using Google. Do what now? Control, like, control shift, like Nancy. Okay, it says you're going incognito. Tab, okay.
57:00
Speaker 2
browser alright? And then um let's click on Control N [silence] oh, by the way, sir, what browser are you using right now? okay. let's click on Control n Control Shift N yes, Control Shift N yes, sir. All right. So, let's uh let's type in on the address bar http [silence]
57:00
Speaker 1
Okay. Okay my router localhost. Okay 1.1.1 dot one six-eight dot one one okay HTTPS colon forward slash forward slash 192.168 dot 1.1 correct. Okay now i'm in link sys. Why am i getting a warning when i try to access my router browser's link sys you're connected. No.
58:00
Speaker 2
colon double forward slash Billie J Kameen 192 192 168 that 1 that 1 yes yes are exactly all right all right so you look for the continue button [silence]
58:00
Speaker 1
Yeah, the blue button Continue. Hit it. I got it. Your connection Is now private, go back to safety or just your Advance light Advanced or keep going. Okay. Let's let proceed. Got it. Okay. Went to a blue screen. It's got link. Smart Wi Fi sign in access very little open admin. Should I say should save this for later on?
59:00
Speaker 2
uh, can you click on the continue button. uh, uh advance, yes. uh proceed. uh proceed. right. Okay. Uh, you'll type an admin, all lowercase. Yes, sir. No, sir. Uh, do you want to -- do you want to change your Wi-FI name and --
59:00
Speaker 1
No, I'm just, admin, okay, and then sign, and then hits, okay, just waiting, okay, okay, okay, good, it shows a bunch of dialogue. It says smart, Wi-Fi tools, network status, connected. This device router, okay, I got it, I see it all. Router settings, okay, router settings, Wi-Fi settings, okay.
60:00
Speaker 2
What is your password or you will do it later on? Yes, sir. It's sign in. All right. All right, sir. All right. That's uh Huh. That's great. Uh we're now on the small Wi-Fi dashboard web interface. So uh for us to change your Wi-Fi name and password, let's just go to Wi-Fi settings under router settings.
60:00
Speaker 1
Okay. Okay, the websites, they're the same. I looked at the pass word. It's the same as, lets see, is it the same? Yeah, it, no, this one's different.
61:00
Speaker 2
it's the same as your um default wifi name and password so you you can change yeah you if you want to change your wifi name and password sir you just have to click on the name click on the
61:00
Speaker 1
Well, I can leave it just I can leave it the same because it says, underscore v loop set up C, and eight. And then the Wi-Fi password. It's the same one that's on the label, right? Okay. Oh, hold on. UJ, eight, d, B, f. I see it different on. Okay, on. I took a picture of the one that's on the parent.
62:00
Speaker 2
Wi-Fi name or the SSID, the Wi-Fi name, click on it and change it on your preferred Wi-Fi name. You can also change the Wi-Fi password. Yes, sir. Uh-oh, so you don't want to change it? Then I think we're all good with that. We can now proceed in relocating [silence]
62:00
Speaker 1
It says the password, it says the password on the foot on the label says seven, the number seven, t-u-j-8-f-z-z-g. But on this one, it's longer. It says 7-t-u-j-8-v-f-v-z-g. It has two extra v's in between. Not this, it doesn't match this one, this one doesn't match the one that's on the label in my parent underneath the, the, where the reset button is. So should I change it to the what's on the label? Let me just take a picture. I'll just take a picture of it. What should I, what should I change it to?
63:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Well, if [silence] Well, it uh it's it's on your own discretion, sir. Whether you want to change it or not, but you can [silence] um I would suggest changing it. [silence] At least the the password. [silence] [pause] At least the password. [silence] mm-hmm.
63:00
Speaker 1
Make anything up. Okay, okay, I'm going to do that now. Okay, so it'll be, does it have to be any? Okay. Okay, I'm going to, I'm going to add it in now, okay?
64:00
Speaker 2
It's up to you, yeah, it's up to you. just ensure that you're going to um, take note of it. Yeah, or um, ensure that the password can easily be remembered. All right. Again sir, it's on your own discussion, so it's up to you on what you're going to use the password. All right.
64:00
Speaker 1
[silence] [silence] Do I have to change it down below again? I'm on the 2.4 gigabyte. So I have to change it the same at the bottom, the next one, 5 gigabyte? Yes, I have to match them all, right? All the passwords.
65:00
Speaker 2
Yeah, uh, the 2.4 and 5 gigahertz. Yes, sir. Mm-hmm. yes sir so you want to hide them [silence] oh oh [silence] uh i thought you hide the the Wi-Fi it just meant the Wi-Fi password right uh
65:00
Speaker 1
sorry. Okay. Yes. Your router was applying changes hit okay. Okay. Okay. I hit okay now I went back to the Smart dialog box where it has router settings network status Link this home networking.
67:00
Speaker 2
Yeah, yeah, I'm sorry. Yeah, it's fun. Alright, so, just hey, don't apply and then okay. Uh-huh. Alright.
67:00
Speaker 1
All right. Okay, the child, no, it went to red. It's blinking, pink. Pink red. Pinkish. Okay. Okay. Okay. So the first one was 2.4 gigahertz. And the other one was, what was the other one? 2.5 or 5 what? 5 what? And what was the third one? I did three of them. There's 2.4, 5.0 and then 5.0 again. Okay. [silence]
68:00
Speaker 2
Alright, sir. Mm-hmm. Uh, we're all good with that now, sir. So, we cannot proceed relocating the child now. Oh, it's it's still configuring. So, let's give it some time. We just updated the, the Wi-Fi name and password. Mm-hmm. Uh, 5 GHz- there's 2.4 and 5 GHz. Yeah, there's two, 5 GHz. Yes, sir.
68:00
Speaker 1
Got it. Okay. Done. Okay. Got it. Okay. The child went to teal kind of green teal. Well, I can take it back to where it was originally. Okay. I'll move it carefully. And my ethernet is still plugged into my parent node.
69:00
Speaker 2
all right okay that's good we can all proceed in relocating it sir yes sir as long as it's within uh 30 to 50 feet away from the pairing node that works fine yeah that's fine Uh, that's normal light pattern, sir. Just give it some time.
69:00
Speaker 1
It will go back to a teal green shade like the parent. Okay. Okay, it went back to a pinkish color, flashing three or four times, pink. So when it reconfigures properly, it'll go back to match the same color as the parent node, teal. Okay.
71:00
Speaker 2
Yes, sir, exactly. Mhm, correct? Mhm, no worries. There are instances where it shows different color. The other one shows blue. The other one
71:00
Speaker 1
yeah it's it's working it's processing okay I'm going to go back to the main laptop in my main parent node location okay the parent node is teal solid teal then eventually when do I disconnect the ethernet cable to the parent and put it back into the main modem I'm not going to do it right now but do I do it later I have another question can I can I get a second ethernet cable and leave it on the
72:00
Speaker 2
Oneshown shows Tiller color, but it's work, I mean, it only means the same, yeah. Mm-hmm. Alright. Yes, you can do it later if you wish to have your computer connected directly to the modem.
72:00
Speaker 1
Oh.
73:00
Speaker 2
Yes. yes you can as long as it's not a it's not another router because there will be conflict it wouldn't connect. Sir. I mean it would probably still work but it will still capture the modem.
73:00
Speaker 1
Okay. So, do I, what I guess is now that I, I unplugged the port to my modem and and it's connected to my, it's connected to my parent modem, my parent node and to my laptop, should I leave it there or should I, or do I bypass my modem? I never reconnect to the modem again, like it was before? [silence] both of them are the same, so, what about my TV? My TV's connected to the isn't it? Well, my TV's connected to my router also. My internet, my TV internet.
74:00
Speaker 2
actually, up to you, sir, whether you're going to connect it directly to the modem or to the router. Either way, they're just the same. Yeah. Where are you going to connect your TV? Is it wireless or hard-wired? [silence]
74:00
Speaker 1
it's wireless. So... cause I, somehow I have to, somehow I have to connect my router back in don't I? Well, I, right now I have two, I have two ethernets connected to my parent node. I have the white one that came with the system and I have the blue one that came from my laptop. There's a, on the, on the back of my parent there's two
75:00
Speaker 2
...to the router.
75:00
Speaker 1
You've two ethernet ports, correct? So, it's already wired to my modem. I can disconnect it, right? Yeah, I already had it connected to it. There's... No, I know. What I'm saying is, behind the parent node, there's two ports. There's two ethernet ports and one of them has been always connected to the modem. Originally, you asked me to disconnect my modem and put it into my ethernet. It already was.
76:00
Speaker 2
uh-huh uh-huh yes sir it's no no you can't disconnect it I mean you need to have the the parent node connected directly to the modem cause it's where it's getting uh the internet uh-huh uh-huh uh-huh uh-huh [silence]
76:00
Speaker 1
was already hardwired to the Ethernet. Now I got two connected to my Ethernet to the back of the parent. load up. Okay. Okay. Well what I'm saying is, I guess what I'm trying to say is, even though I disconnected my computer off of my modem, the modem and the parent were originally hardwired together. I just put a second one to my laptop.
77:00
Speaker 2
I don't think there's a problem with that, sir, because the point is, you need one connected from your from your modem to your parent node as the internet source. And the other one is your computer connected to your parent node so that we can access the web interface. That's it. That's all the purpose of it.
77:00
Speaker 1
So, I have two ethernet ports and they're both occupied. One of them is going to my laptop. The other one is going to the modem. Okay. But if I disconnect, if I just, if I disconnect the one that's going to my laptop and put it back into my modem, the original, the original ethernet cable that's connecting to the modem has never changed. It's always been plugged in. I didn't realize that. Only is that if I just can't, it's my computer to slower speed.
78:00
Speaker 2
uh...yes, sir. There's no problem with that uh-h-h Yes. sir. [silence] and there's also no problem [silence] if you're going to disconnect your computer then it's against I mean it's up to you whether you're going to connect it to your router or connect it directly
78:00
Speaker 1
Oh, okay. So, in other words, you're saying that my internet router, the Linksys, is the same thing as being connected to my router? I'm still going to get the same speed. The speed's not going to drop off. Is that what you're saying? Okay, okay. Now I understand. I follow you. Let me go back to the, let me, let me walk back to the child node and see what's going on with that one. Oh, [Coughs] Okay. It's kind of aqua color now. It's all configured, huh? Thank you. So, if I ever get a power shortage on again, all I have to do is go back to continue using my computer. The signal is going to go back to the connection of the Linksys? Okay. Yeah. Okay. Okay. Okay. All right. See you later.
79:00
Speaker 2
Yes. Yes, sir. All right. All right, sir. All right, that's good, sir. I think we're all good now. Yes, sir. You're very much welcome. no, uh, no, sir. Uh, it – it's not really always the first step that you need to perform. 'Cause if you do have like a sudden power outage, all you need to do is power cycle the devices first. So unplug it from the power source and then plug it – uh wait for at least a minute or two and then plug it back in – uh sequentially starting from your parent node. So once – you're – you're – you're You're very much welcome, Sir James. So just don't hesitate to give us a call back if you need help. [silence]
79:00
Speaker 1
Thank you, sir. Appreciate you. Have a wonderful, blessed day. Bye-bye. You too. Bye.
81:00
Speaker 2
yeah don't don't hesitate to give us a call back in case you need further assistance and yeah thank you so much for doing the troubleshooting with me you too sir god bless have a great day all right bye for now
81:00