V2 Rubric Detail — e9ef954e-6369-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 18:43
Duration
79m 23s
Contact
Barbara Palomino
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
June Ensomo
HappyFox Case
#SF00034499
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: SO_SF00034499_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+23.8)

V2 Grader Summary

The agent fully resolved the issue by restoring internet, re-pairing all mesh nodes, and updating Wi-Fi credentials through correct use of resets, 5-press pairing, and app guidance. Technical accuracy and customer communication were strong, with no gaps in ownership or escalation. The outcome was a complete restoration of service confirmed on multiple devices.

V1 Case Analysis

Performed full mesh reset, 5-press pairing, updated Wi-Fi name/password, verified TV and phone connectivity; all nodes solid white, internet restored.

Troubleshooting Steps
  • Power-cycled modem and router
  • Factory reset each satellite node (20 seconds)
  • Factory reset main router and performed 5-press pairing
  • Changed Wi-Fi SSID and password via the app
  • Verified TV connection and guided phone reconnection
Key Observations
  • Agent never asked for or recorded the router model or serial number, a critical protocol gap for mesh troubleshooting.
  • The call contained many long silences (e.g., [14:00], [15:00], [16:00], [51:00]), filler words, and repeated instructions, reducing efficiency.
  • Despite the inefficient flow, the issue was ultimately resolved and the customer expressed satisfaction.
  • Agent incorrectly instructed 20-second reset duration ([43:00]), exceeding the recommended 10–15 seconds for Velop devices.
  • Agent demonstrated strong empathy and patience, especially during customer confusion and physical difficulty moving hardware ([41:00]–[42:00]).
  • The 5-press pairing method was correctly used for Velop mesh nodes, aligning with KB guidance for MX/MR/WHW series.
Positive Highlights
  • Demonstrated patience and empathy throughout the call, especially when customer struggled physically and technically ([41:00]–[42:00], [70:00]–[71:00]).
  • Successfully guided customer through a complete mesh rebuild using 5-press pairing, restoring full network functionality.
  • Confirmed resolution on multiple devices (TV and phone), ensuring technical fix was validated.
  • Provided clear ticket number (34499) and explained how to use it for future reference ([77:00]).
  • Correctly advised relocating satellite nodes close to main router during setup, then returning them to original locations after pairing ([36:00]–[37:00], [59:00]–[60:00]).
Agent Errors / Gaps
  • Did not collect product model or serial number, a required step for mesh troubleshooting and case documentation.
  • Provided a 20-second reset duration ([43:00]), which exceeds the recommended 10–15 seconds for Velop factory reset.
  • Frequent long silences and unclear phrasing (e.g., [06:00]–[08:00], [11:00]–[12:00]) caused customer confusion and rework.
  • Failed to confirm customer access to the app or router before initiating complex procedures, leading to repeated app crashes and login loops ([06:00]–[09:00]).
  • Misguided initial attempt to use app setup flow while already logged in, causing unnecessary confusion ([12:00]–[14:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed all three nodes are solid white, internet restored, TV connected and Wi-Fi name/password updated.
R2 Met Diagnostic thoroughness conf 95%
Performed step-by-step resets, 5-press pairing, moved nodes, guided through the app and verified connectivity.
R3 Met Correct resolution path conf 94%
Chose best-effort troubleshooting (reset, app reset, node placement) instead of blaming ISP or dismissing the issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Identified symptoms (LED colors, no internet, app not finding router) but did not ask targeted diagnostic questions to isolate root cause beyond observed app failure; relied on procedural recovery rather than root-cause analysis.
T2 Met Appropriate tools / resources used conf 96%
Used appropriate tools – the Linksys app, LED observations, reset button, 5-press method – at correct points in the flow to resolve pairing and configuration issues.
T3 Met No misinformation conf 97%
All technical guidance (20-second reset, 5-press pairing, password complexity, app navigation) aligns with documented KB procedures for Intelligent Mesh systems.
Communication
C1 Met Clear & professional language conf 93%
Set clear expectations, maintained control during complex multi-node setup, managed transitions smoothly (e.g., 'let’s observe', 'now reset', 'next step').
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions, confirmed understanding, and adapted to customer’s non-technical level with patience and encouragement.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting steps, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 88%
Provided specific next steps (reset child nodes, move them together, perform 5-press, reconnect devices) and confirmed completion before closing.
O3 Not Applicable Closure confirmation conf 100%
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 100%
No escalation was performed and none was required given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 96%
Expressed gratitude, acknowledged customer’s effort, apologized for app issues, and maintained a courteous, empathetic tone throughout.
X2 Met Tone & rapport conf 90%
Matched the customer’s slower pace, repeated steps when needed, used affirming language ('you're doing great'), and kept engagement high.
X3 Met Overall experience conf 88%
Avoided unnecessary repetition, guided customer through resets and app steps efficiently, and handled configuration without requiring redundant actions.
Call Transcript124 turns · 135 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. Oh hello. This is Ellie calling. I I was actually also lost, so I uh did you just plug in your modem then the Linksys router? Uh huh. Okay. So uh right now the Linksys router. Is it still red or?
00:00
Speaker 2
I I did. I unplugged them both, like you told me, and that's when I lost the phone connection. And so I waited for a while and then I plugged both of them back in. Right now it's, um, well, the
00:00
Speaker 1
Okay. Okay, let's observe first. So let's give it maybe at least a minute. 'cause what we actually did earlier, Miss Barbara, because after we checked the setup, and you provided me actually some important information, especially with the IPv4. Because that IPv4 actually indicate that the router is really receiving an internet. So it's just it's just really need some a little like restart of the modem. So, let's observe the router.
01:00
Speaker 2
Modem just came back on and the links is router is showing a solid white, okay. So that's, that's
01:00
Speaker 1
Correct. And yeah, right now it still solid white, right? OK, so and can you confirm if the phone is still connected? OK, and right now it doesn't says like no internet, right?
02:00
Speaker 2
So that's why you had me unplug both of them. Mm. Yay, hopefully this works. Correct. Um, oops. Yes it is. And it's on the screen. It's on the screen that we left where it says "Wi-Fi" at the top. And then it has " Velop setup" 741 with the check mark. And and it on the right it has the little I in the circle like you had me push before. Um, but that's on the screen. I should test the internet. [silence]
02:00
Speaker 1
It has a no internet. Cause earlier after you connect, it says no internet, right? But right now, since the router is showing a LED white color, so that actually indicates that the internet is now fully restored on your Lynx' router. Now to test it, so to test it now, Ms. Barbara, can you? How about you try opening up YouTube? And try playing some random video, yes? Or maybe from your Google, or opening the YouTube app. Try to play some random videos, to visiting a random website, you know, things that you regularly do.
03:00
Speaker 2
The what says? uh... No No. Oh good. Um You mean like Google?
03:00
Speaker 1
[KEEP_UNCERTAIN] go into your browser see if the internet is now working Mhm. Yeah, Google browser. Mhm. okay so yeah we are we are really like you know um almost there Pretty much welcome. So uh so the next thing that we uh need to do is um since you already have the uh lynksis app go into the lynksys app so just go to what's on your app this case uh this case it's in desktop app right now so once you get on the lynksis desktop app you can get in here so uh put your password Mhm. Okay. So I saved it so right now it's working um so let's review um you can just check the green dot right here or, uh, I mean, you can just log into, uh, the, uh, Wi-Fi so to make sure that it's working. So uh right there um desktop it's connected. So, the next next thing what we need to check is, we need to check it on the actual tv box. So uh could you make sure that your TV is actually uh ready? So uh your TV box your Android TV box, um that one is chromecast uh actually let's go ahead and um check that it's ready I think it's trained there already so um give me one uh give me one second then I'll just have um yeah I'll make it easier for you to, uh, to, uh, uh, connect to, uh, the Lynx's app here. Okay, we're almost there. [silence]
04:00
Speaker 2
I mean, I, I do use. I do use, Google would be internet, right? Google. OK. Yep. I, I pulled up Google browser and it's giving me. Yes, it's giving me information. wow. You're amazing. thank you
04:00
Speaker 1
Let's try using it, but I just really want to set an expectation for this one, Ms. Barbara.
05:00
Speaker 2
Okay. Okay. I need to, I need to find it. Like I said, she was, um, I know I've seen it on here, but now.
05:00
Speaker 1
can help you, uh, do it, but if you want to do it right now, we can still of course, uh, do it. I can, uh, absolutely help you. But if, uh but if you're like, you know, having a hard time, then you can definitely keep the underscore vellup setup as your Wi Fi name. Okay. Yes, please. Click on the links as icon. okay. Okay. Um, is it asking for your router password?
06:00
Speaker 2
Okay. So so I did find the link just icon so I just click on that. I mean, you've been so good I, maybe with your coaching, I can do it. If it says, I clicked on it, and now it says, getting router settings, it says, we found a new network, add this network to your account. Add to account or don't add. Oh, now it just, it just stopped working. Let me click on it. Yeah, go to this, your machine. Okay, and when I click on this icon, it should show you what happened. Okay, so find your icon. and tap on that. Find your icon and tap on that. Find my icon and tap on the tap on the baby and click on this icon behind the monitor and it should show you that final icon. And you see that? Then that shows you the configuration tab firmware which connects to the web page. Right click on that. Okay. This one? No, the one under it. Alrighty, let's click on that. Okay. Seeing it. Okay, I am doing it now. I do it. Okay, go on it. And then, Okay, let's go ahead and click.
06:00
Speaker 1
Okay. Um, what are options their is d from that detail? Okay cause I like to know um, we just actually like to know our reset at the meeting your ok. So, um, right now what it I do I yeah. Tal that world I think new um,
07:00
Speaker 2
disappeared now it says yeah and they went back to that we found a new network add this network to your account with a question mark add account or don't add um it's just it's buffering it's just going around in circles oh now it it got it flashed on my Jesus and me and then it went off again oh now oh see it's trying it's like it's trying to pull it up because it'll flash on the Jesus and me and then then it goes off and and goes back to the screen that says we found a new network.
07:00
Speaker 1
Really going to happen. Yes, it will really try to pull up the uh previous um information that you set up for this one like the uh Jesus and we. But uh can you click on uh the uh option that says um add this new network to your account. Yes. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh.
08:00
Speaker 2
Like it's trying. Mm-hmm. Mm-hmm. Okay. Uh, it's add to account. Okay, that says enter your router password. We ask this for security purposes. Oops, it disappeared again. It says getting router, it keeps buffering and keeps flashing back to the screen that says getting router. Okay, add to account. Um, it says reset password, add to account. [silence]
08:00
Speaker 1
Okay, click on "reset router password." Yeah, so, this is actually the thing that I was talking about earlier, that the app might not be available. I mean, it's gonna be, well, not gonna be no longer be used to set up. There is actually an update that is happening with the router and this one is actually also being affected by the Linksys apps. So, right now, Ms. Barbara, I do have a problem.
09:00
Speaker 2
It keeps going, uh, keeps going back to that buffering thing. With the computer... while
09:00
Speaker 1
Keeping this WiFi name as of the moment and then later on you can then customize it when maybe someone could help you and use an iPad or maybe a computer to access the router settings of your M624-1. Hmm. Ah, yes. I totally get that. So, uh, right now, it actually looks like it's not giving us an option. Like, you know, but of course, uh, you can still get or have that, um, network name when you have someone, [silence] [KEEP_UNCERTAIN] Like, you know, physically. But how about this? You just keep this on my finding for a moment. And then let's turn on the other two links. This router that was also, uh-huh. Yeah, yeah, of course it can still work. And I'll also help you on... I'm sorry. Uh, yeah, and that option, uh, no, that option cannot be used anymore. So we should be on the page where it.
10:00
Speaker 2
Mm-hmm. Mm-hmm. Well so will my um will by leaving it like this will my mysyys TVs still work. I'll still have the um Wi-Fi. Oh good. Good. Oh now it just okay. Now it's just I it a new A new screen just came up. It says log in, manage settings at home or away, enter email address, password, log in. Is that what you're saying to? Okay.
11:00
Speaker 1
[X[ programmers should be asked for a router password ] bracket. Close bracket, could add it. So, can we, can we now please? I'm sorry, This is.The settings and programmer should be is it a think of the reason I was saying that it should be? Mhm. Verify your wireless router password. Get into the current value of wireless router password. Okay. So, can you please click on setup a new wi-fi? Maybe it will work. Wrap and mash brother. Mhm. Okay. Oh yeah, that's actually a good thing now. There is really a progress.
12:00
Speaker 2
[intro] So go back. Now it says, now it says Linksys manage your Wi-Fi set up a new Wi-Fi network. Okay. Okay, it says, what are you setting up? [bell up and mesh routers or non mesh routers. Okay, now it's the terms and conditions. Oh, good.
12:00
Speaker 1
Uh-huh. Yeah, just put it on agree and then uh just continue. Uh, okay. Yeah. So, just proceed. Mhm. Yeah, so uh yeah, just push on next. This- we are going to work on the other um two routers later.
13:00
Speaker 2
So do I just, um, it says terms and conditions and it has all the usual agreements, End User License Agreement, Terms of Service, Privacy. Do I just put agree? Okay, agree and then Next. Now it says plug in the router near your modem or source. Oh, we already did that. So, um next. Now it says, um, connect the router to your modem or source. It's connected. Plug additional nodes into power near the router. I don't know what that means. Do I just push Next? Okay, now it says make sure everything has finished starting up. The light will blink while starting up and turn solid.
13:00
Speaker 1
[silence] Do you have the option to click on next directly? Okay. So, uh, yeah, just click on that one. No light is solid. [silence]
14:00
Speaker 2
Which it is solid white, and then there's a green check, and it says, Node light is solid. So I click on that, correct? No, it just says, Node light is solid, which it is. Okay. Now it says, Getting connected, keep your phone near your setup area. Now it says, we could not find your router. Tap the boxes as you complete these steps. Keep your phone near the router. You're setting up. Make sure your router's light is solid. Blinking means it's still starting up. Other reasons a router cannot be found. Your router belongs to an existing network. If you're trying to add it to a new network, factory reset your router, then try to set up your network again.
14:00
Speaker 1
Which we have already done doing it. Yeah, so is there an option for you to skip that one or just continue? Ah, yeah, tap on search again. Uh, huh. OK. can you close the app again? Yeah, uh, Forest close the app and then reopen it again. So, um,
15:00
Speaker 2
edit and then it says it says at the bottom search again that's the only okay now it's back to getting connected [silence] that's back to where it was before we couldn't find your router but I i don't know if that's true because the the light is [silence] close the app [silence]
15:00
Speaker 1
swipe it up from the very bottom to the up so up until the full app screen will appear and then just swipe it up so that that's actually indicates that we that we actually indicates that we forcibly close the app. Yeah. Yeah. Yeah yeah. uh-huh and then yeah just leave it like that and then what are the option? Ah yeah click on LYNKS app again. Yes reopen the app.
16:00
Speaker 2
[silence] Okay. Okay. my full okay. Now I'm back on my screen with the different icon options and lynx is one. so just leave it like that. you mean click on lynx this again? do i re uh also reopen um it's so it's coming up that saying we couldn't find your router, tap the box as you complete each step.
16:00
Speaker 1
Before clicking on continue, do you have the option to skip it? Mhm. Yeah. Um, how about you click on search again? Let's see if it, um, this time it will work.
17:00
Speaker 2
keep your phone near the router you're setting up. Oh, I guess I click on that because I did, it is. Uh, make sure your router's light is solid. Blinking means it's still starting up. So, that's clicked. Other reasons it, it, it just says, other reasons a router cannot be found, your router belongs to an existing network. Then it says, show me how, and then it says, having trouble, we'd love to help, give us a call. And then at the very bottom, the, the only option it says, search again, which we did before and, and uh, [silence]
17:00
Speaker 1
Okay, so yes, The app is really having a problem. So, uh, maybe Uh-huh. Okay, The app is really that, uh, like, you know, really not working. So, uh, Yeah, well, maybe you need to keep this, um, Wi Fi name for the meantime. Uh-huh. Uh, That's the underscore Vellab setup 714 or 741. [silence]
18:00
Speaker 2
Couldn't find your router. Okay, okay. What was that? What is the Wi-Fi name? Uh, [silence]
18:00
Speaker 1
a dice is on your phone are you right clicking on the app okay so yeah um how about you this time you click on manage
19:00
Speaker 2
Okay. Okay, now I'm trying to get back to that. Would that be in manager wi-fi or set up new wi-fi? uh, I did when you told me twich, I, I got rid of it and I then reopened it. [silence]
19:00
Speaker 1
okay. Yes. What are the other options aside from the email and password? Is there an option for you that says router access or... okay. Click on router password. Okay. Try the word admin All yes, admi.
20:00
Speaker 2
Okay. Now it says, um, login. Uh, and it wants me to put an email and a password. But that's no longer going to be working, right? Um, it just says login. Oh, wait, at the top, at the very top, it says email or router password. Okay. Okay, now it says logging in with router password lets you manage your Wi-Fi while connected to your Wi-Fi. Enter router password. What is it? AD. Um.
20:00
Speaker 1
n all lower cases. Ok. okay uh this time let's choose the word reset. click on reset router password. So it will ask for a five digits uh recovery key. So that recovery key information is under the router. So flip it again upside down. There is a recovery key numbers that's um underneath the router. [silence] So, that's a five number, five numbers combination. Uh-huh. I'll continue. Uh-huh. [silence]
21:00
Speaker 2
Oh gosh. recovery key. Okay. Okay. It says this account holder will be notified if this router password is changed. And then it gives me the option never mind or continue. reset router password. Log in when connected to your home Wi-Fi. Works even if you have no internet service. Enter new password. Enter password.
22:00
Speaker 1
Okay, yeah, so enter a new password. So let me just give you a heads up. So, uh, don't use the same character in a row. And, um, any letters or any numbers or any special character. There should be, um, no, uh, repetition. Um, there's actually no certain number. So, um, how about this? Yes, a mix of letters, numbers and special character. Um, how about with this one? So it all gonna be much more easier. So how about you use the @ sign?
23:00
Speaker 2
[audio cut off] have to be a certain number. So a mix, a mix of letters and numbers. Okay.
23:00
Speaker 1
at Paulo Min, let's remove the letter O. So that it won't. Yeah, yeah, the add symbol. And then upper case P uh, P like Papa. Yeah. So this will going to be, uh, you know, uh, your last name, but the only letter that one that we are going to remove is the last letter, which is the letter O. So it will not going to repeat the twice. So that will leave only at, uh, Paulo Min instead of Paulo Nino.
24:00
Speaker 2
Wait, wait, the at, you mean the at symbol, the A with the, okay, okay. P. And what was the word? B, like in baby? Oh, okay.
24:00
Speaker 1
yes and then the numbers one two three okay uh... okay so uh... now try and trying okay so uh... do you
25:00
Speaker 2
It's that okay? At. Enter new password. Okay, zero settings. How to stop it working? Okay, next, it says getting router settings. Transcribe this audio from the right channel.
25:00
Speaker 1
Um, are you already on the dashboard? Um, are you already on the main dashboard that says link to slab and then devices and nodes? Yes, on the phone. Uh okay. Okay. So, uh, yeah, uh, we are already on the main dashboard now. For us to customize the Wi-Fi name, there should be three lines on the upper left corner. Oh, yeah, so, [silence]
26:00
Speaker 2
Oh. it says, it it's what I'm sorry. on the phone? No, it now it now it says underscore, develop setup 741. And then this is, I like this look, it says, internet online. And then it says, that looks good to me. Just this, this. Oh, okay. Mhm, yes.
26:00
Speaker 1
top on that three lines. And Yeah, that's true because we only have one device that is connected and that is your phone. And one node that is online, which is that is the, uh main Linksys router. So let. Okay. Yes. So, uh, please tap on the three lines on the upper left. Yeah. So, after you tap it, it has a lot of options, right? Mhm. So, next thing is tap on Wi-Fi. Set it. Mhm.
27:00
Speaker 2
It says before I go there, okay. So do I not do anything under the internet online? It has one devices and one node that's I don't do anything with that. Okay. All right, cuz we haven't done the other two satellites. Gotcha. Okay. Now it says, um, yes. Okay. Wi-Fi setting.
27:00
Speaker 1
Yes. So in that page, it will show you the Wi-Fi name and the Wi-Fi password. So tap on the Wi-Fi name so you can customize it and put it back again to the Wi-Fi name that you prefer, that's uh Jesus and me. So, you can also change the Wi-Fi password on that page. [silence] Volerbara, so that, um, you can have your own password instead of using the password that is underneath the router. And then, uh, don't forget to click on save after you customize it, okay? Yes. Change it. Yes. Also create a new Wi-Fi password. Okay. Ah yes, it should also have those, um, characters. Uppercase, lowercase letters, special characters, and numbers.
28:00
Speaker 2
okay, so, okay, so the Wi-Fi name is back to Jesus and me, and then you're saying I can go to a new password? Okay, so go to, and does that have to be a mix of upper or lowercase numbers, letters? Anything?
29:00
Speaker 1
And after you put in all of the information like the Wi-Fi name and the new Wi-Fi password, don't forget to click on save. That is on the upper right side corner. Um, maybe you also need to take down notes of this Wi-Fi password because it will going to be different with your router password. Yeah. But the router password that I um helped you create earlier with, I put it in on the uh case notes that I created so that if you happen to forget about it, uh you can ask. [silence] Charles slowly call us back and we have it on the record. Okay. Yes, push and save. So that page will load up and automatically after the changes is complete, the phone will be disconnected. but Uh-huh. but yeah, push and save again.
30:00
Speaker 2
Okay. Okay. So I, I pushed in the new W, Jesus and me in the password and I push save. Okay. it just came up, as it was like a, it changed the thing but it's still showing W, settings, the W name and then the W password. And it says advanced W settings, connect a device with WPS but it's still staying solid. Should I push save again?
31:00
Speaker 1
If you disconnect it, uh-huh, perfect. So, uh, mm-hmm. Yeah, click on Continue. So that you can have again the Wi-Fi name, Jesus and me. router. Yeah. So, while waiting for that one, Ms. Barbara, can we now turn on the other two links device? While waiting for that one.
32:00
Speaker 2
Is changing Wi-Fi name and or password will cause all wireless devices to disconnect from your Wi-Fi network You will have you will have to reconnect each device. Do you want to continue? [silence] Okay. Now it says restarting your Wi-Fi. This could take up to a minute. Okay. Yes. Works for me with your help. Okay. Okay. Now so I take the first one.
32:00
Speaker 1
Yeah, just as I'll plug them in. Mhm. Okay. So, let's just wait for it. Okay. Yeah. Let's just... Let's observe it first. Well, maybe It will turn back to normal. Let's just... [silence] Yeah. Let's just [silence] Let's observe [silence].
33:00
Speaker 2
Okay, the first satellite one is plugged in. And it's a solid blue. Do I need no so I don't need to push that reset button. Uh huh.
33:00
Speaker 1
If you... much too solid blue. Okay, cool. Well, pretty, well, thank you. Yeah. Oh, yeah. Yeah, but can you bring the other one also on the same location with the parent? because they should not be too far from the main router. [silence] And this is the Wi-Fi 51 base.
34:00
Speaker 2
It's, um, yeah, now it's pulsing the blue. While I'm waiting for that one, should I go plug in the other, the second satellite one, or just do one at a time? Okay, because it takes me a while to get downstairs. Um, I'm not sure what you're saying. So, the the two, the two sat...
34:00
Speaker 1
Mm-hmm Uh-huh. [silence] Okay. So we need to get the other one on the same location with the main so that it can easily communicate with the main router So we really need to bring them over and then put them all together in the same place I know just this time.
35:00
Speaker 2
ones one like when I first got them two years ago what I was told because one to get everything to I guess talk to each other one is also in the same level of the floor but it's in another room as the main and the second one is downstairs and it's like so it's a different level um so I will no longer have them in different rooms
35:00
Speaker 1
Of course, we are still setting them up for them to communicate on the main router, so after that, then we can deploy them back on their on their original location. You don't have enough power source or power outlet. Mhm. Hm. Okay. Yeah, because they actually should be on the same location where the main router is, so that they can easily set up, especially if they are actually kind of far from each other.
36:00
Speaker 2
I see, oh, okay, the only thing is the connection for the, um, I mean the little connector cable is in different places. So do I need to bring up bring the downstairs one, just disconnect the whole thing and put it into a different power source?
36:00
Speaker 1
The, this setup may actually going to be take a little long before it can communicate to the main router. So we really need to put them all together in the same place. Oh yeah. Uh-huh. Maybe move it, um, a little bit closer. Uh you know, maybe a three fit away from the main router.
37:00
Speaker 2
Mm. Okay. Well, the problem, not your problem, but the problem is the the one. Up here is plugged in behind a very heavy dresser. I don't know that I have the strength to move it to unplug it. I mean, let me get the downstairs one. That one I can just unplug from. There and move it to a different electrical outlet. But once they're, um, once they're set up, then I'd have to unplug them, again, and put, then I can put them back in their original places. The only reason I'm, I'm confused because, okay, because I remember when they set them up, originally, we had to place them like this to get everything working because it's, like, a different hot spot. Okay. Ellie, the one that is most remote from the main one is, uh, Well, there are so many directions that we can split some of them into and
37:00
Speaker 1
OK, because we actually need to unplug that one in all so, but, uh, but you mentioned it's at the back of addresser or a drawer? Oh, behind it, wrestler.
41:00
Speaker 2
brought it upstairs and now, so that's plugged in and it's blinking the pulsing blue. The other one, I don't know if I can get it unplugged from the back of them. um it's it's plugged into an electrical outlet behind the dresser. Let me see if I can move it just a little bit. [silence] Okay, I did get it, so they're both now in the same room as the main one and the first one. Yeah, of course. The first one is I'm now switched from blue and now it's blinking red.
41:00
Speaker 1
okay. Okay. So here's what I want you to do on this on router. So press and hold the reset button of each of this router. So press and hold it for 20 second. So do it one at a time. Oh. Oh yeah. Yup. Yes, please. Okay. So I will
43:00
Speaker 2
one is blinking blue but it's, you know, because I just plugged it in. [silence] okay, thank you. [chuckles] I need a third hand, even though the first one is still blinking red. Still go ahead and press it and hold it. Okay. [silence] Okay, I just pressed it.
43:00
Speaker 1
Just, just keep on pressing it. I'll just give you the signal to let go. Go. So, and, uh, now, you can now go ahead and let it go. Okay, uh, let's do it also on the other one. Okay. Okay, just just wait for it. So the light is now start, uh, starting to blink.
44:00
Speaker 2
Okay. So now that one is going back to blue flashing and while I, okay, okay, so I'm pressing now, yes,
44:00
Speaker 1
Mm-hmm. Right. Okay. So you can now, like, you know, go ahead and let go of that reset button. Uh-huh. So let's wait for it, so let's, well, let's wait for these two, uh, routers to be on solid blue, like both of them.
45:00
Speaker 2
[silence] The one I'm pressing now is solid blue.[silence] No, now it's now it's blinking blue. The other one is still blinking blue.[silence] Okay. Okay, then. Okay.
45:00
Speaker 1
Thank you so much. This is like, you know, you're very much welcome. Okay. Uh, let me know, Miss Barbara if the light on both of these routers are on solidly so that we can perform the fastest and easiest way to put them back online.
46:00
Speaker 2
You are very patient, I have to say. That is a gift. [silence] No, I thank you. [silence] Okay, the perfect. The first satellite one is now solid blue.
46:00
Speaker 1
Okay. Okay. So both of them are now solid blue. Okay. Now let's go to the main one that is, the one that is solid white right now. Okay. So now I want you to press the reset button of this router again, like five times, so press, release, press, release, press, release. Yes, on the main one. Okay.
47:00
Speaker 2
the other one is. Well, it just went. Yep. The second one just went to solid blue. Correct. Uh huh. On the, on the main one. Okay. Okay. One, two, three, four, five. Okay. Okay. Okay,
47:00
Speaker 1
So, that one should start blinking and then later on, it will, uh, it will then stop blinking and, um, turns back again to solid white. [silence] So, it will now start looking for, um, routers that can be, add to its network. [silence] So let's just wait for it. And you will also notice the other two routers, one of them will, um, actually going to start blink. Okay. [silence]
48:00
Speaker 2
so that's much is start blinking and it plays our [silence] Okay, you're right., it's blinking white. Yeah. [silence] Yep, you're right, man. You must have a see-through camera eyes because yep, first satellite one is now uh blinking white. The second The second one is blinking
48:00
Speaker 1
Ah, yeah. Because it's still going to add to add this to, like, one at a time. Yes. So each of them process will probably gonna take about like 3 minutes each. So let's just, like, wait for it.
49:00
Speaker 2
Okay. Now the they're both. Okay. So they're all three of them, the main and the two satellite are all three blinking white. [silence] Okay.
49:00
Speaker 1
Okay. Thank you for the update. So, um, it will gonna be, uh, like, you know, it will absolutely like, you know, um, gonna be taking a little while. So, let's just, uh, you know, um, wait for it. So, while doing that, let me just also. So update some information here. Okay, that's a good thing. Uh huh. Okay.
50:00
Speaker 2
Okay, Ellie, the, the main router is still blinking white, but the first satellite is now solid white. And now the second one, oh good, now the second one satellite one went to solid, solid white. But the main one is, the main one is still, the main one is still blinking, blinking, white.
51:00
Speaker 1
I, I get this, it will still, um, going to try to look for an any available network that it could add. So, let's just wait for it. So, okay. Okay, so you did it. Okay. Okay, so all of them are now, you know, um working. So the internet has been fully restored and you also are restored the, um, wifi name.
52:00
Speaker 2
yep, now that one stops. so they're all three on solid white. oh no, you did it. it's done. One is on um like a it's in a bedroom, so it's on a uh like a table. The one on the uh on the other floor is, yeah, that's on top of a a mantel. Uh.
52:00
Speaker 1
[silence] the ones before we plug it in the other one, I guess that you know, uh, the farthest one. Ah, yeah. So, um, can you um, can you please go to the Wi-Fi settings of your TV first? [silence] Yes, that one. Um, network settings. Can you look for Wi-Fi.
54:00
Speaker 2
Okay. I don't know if I turned on my TV to see if it would work and it says unable to connect. Is that something I need [silence] I don't know how to do that oh here it says network on the on the screen it says network diagnostics or network settings. Okay. Okay. Now it says network, My Fire TV account and profile settings, applications or display.
54:00
Speaker 1
uh, yes, under network. ugh, click on Justin and me. Yes, the one that you set up earlier.
55:00
Speaker 2
Would that be network? Okay. Network. Oh. So, um, under network, it says network disconnected, network and then the Jesus and me is there available. Okay. Enter, okay, so that's I enter the password for what I just set up, the new one. Okay.
55:00
Speaker 1
okay okay. uh, I just, uh, just do nothing about it and, uh, just close that tab and then try playing something on the TV. Okay. So, um, okay.
58:00
Speaker 2
[silence] So it says connecting. Oh yay it says connected now just press um check network status to forget the network security um Do I do nothing? I mean it's [silence] You did it! You are good. You you deserve a you deserve a raise. Yay oh thank you. Wow it's it's the little things that we take for granted. [silence]
58:00
Speaker 1
At least like, you know, um, we've done everything. Thank you by the way for, you know, for the cooperation and for the patience as well. So, um, how about we deploy the router one by one? Yes. Uh, you need to do it as well too, the other two TVS that you have. So, uh, just do what you did on the, uh, first TV. Just look for the Jesus and me Wi-Fi name and then, um, enter the password. Ah, yeah. So, um, how about you unplug the two, um, routers, the child nodes?
59:00
Speaker 2
okay I'm doing okay okay let me turn the TV off now that I know it works so will I have to do that to each of the the the TV downstairs too or will it automatically come up okay [silence] okay [silence] okay [silence] [silence] okay [silence] okay
59:00
Speaker 1
And then we deploy them one by one on their original location. I just unplugged both of them. And then let's deploy first the one that is the one that should be located on the second floor. Since one of them is on the second floor and then the other one is on the first floor. So let's plug in first the one that the one that is nearer to the main one. Now let's wait let's wait for this first router to show solid green light.
60:00
Speaker 2
okay, so, unplug both of them, or just unplug one at a time? Okay, so we'll, just, okay, just, I just plugged that in. And it's, um,
60:00
Speaker 1
Wa IT LED. Then, after that, then, then, we can then move to the, last one. Hold that, yeah. Let me know Miss Barbara if it's already solid white Okay. The first one? Oh, okay. So it's still trying to connect. So let's just wait for it.
61:00
Speaker 2
OK, it's actually. uh, it's still. It's still. OK, it OK, are. uh, OK. Yeah, ok, just went to solid white.
62:00
Speaker 1
Okay, that's perfect. Now, let's go ahead and plug in the other or the last router on its original location. I'm sorry? Oh. TV? Oh, yeah, of course. Yes, Net Net work settings and then wife. Yes.
63:00
Speaker 2
Okay, Okay, would you mind, okay. What, would you mind if, um, while, while I still have you on the phone, 'cause you're my confidant. I try this the other TV that's in this room. Yeah. I just want to make sure, um, so we went to network settings, correct? When it, that's the first thing that comes up. And then, okay. Got you, then it says Jesus and me. And the pass.
63:00
Speaker 1
Okay, that's perfect. Now let's move on to the last one. Okay. [silence]
65:00
Speaker 2
Yay. Two down, one. Go. Okay. I just have to bring it downstairs.
65:00
Speaker 1
Okay, so while you're doing that one Miss Barbara, let me also work with my documentation, okay. What's wrong? The Wi-Fi sucks at the boat, Wi-Fi sucks there. okay, um, how was it? miss Barbara: is it still uh blinking? okay: that's good now, let's uh connect the TV. thank you so much of course as well because like, you know, um we actually can do or know everything will not be done.
67:00
Speaker 2
It, okay, just stop. It was, and it just went right this snow.Okay. Thank you so much. Hmm. [silence]
69:00
Speaker 1
Without your patience and cooperation. So, of course, thank you so much as well. [silence] You are actually, uh, everybody, you're good at following all the instructions and, um, we did not actually, you know, um, have any problem or trouble or, uh, because you, you really did do a very great job.
70:00
Speaker 2
Oh. Well, you've made it... Well, you've made it so easy. Oh. And, I mean, this is amazing to me because I, you know, I just... am not tech savvy at all. So this is exciting for me that you've been able to walk me through. OK. Thank you. Oh, thank you so much.
70:00
Speaker 1
Mm-hmm. uh, This sometimes this actually really happens like especially if there are updates on the router So sometimes it will automatically disconnect to the internet So the second one is might be uh, there is a problem from the from your internet service provider but sometimes actually um, the your internet service provider always tells you that there is no problem from their end and you must call the manufacturer of your router something this and that without even performing anything that's actually like you know the downside of
71:00
Speaker 2
Does Sir? I wonder the i wonder is there any way to know why this even happened it did something this connect or why I. Uh. [silence]
71:00
Speaker 1
Um, some internet service provider because they just, uh, they will just say anything or something, but without doing anything to prove it, that there is really something wrong or there is really no, you know, that something is really not going on from their end. So, yeah, like something like that. So that's why we do really ask like, you know, some of our customer like, have you already called your internet service provider? Like, what did they do to confirm that everything was actually working from their end? Because sometimes the problem is not really directly to them. Sometimes, it's really on the modem or the physical device that they provided. The moment that they purchase a subscription from. [silence]
72:00
Speaker 2
Like they're just trying to pass the blame.
72:00
Speaker 1
Okay, I believe everything is now fully connected. So later, I believe your phone is still not yet connected, because we just actually, you know, we focused on the TVs and deploying all of the router. So, you can also connect your phone later. Know after once or maybe once we're done, so you can absolutely do it. But right now, I believe your internet is now back. Now, or maybe
73:00
Speaker 2
What like old technology. And then-oh, you did it. you are. You're a blessing. Thank you.
73:00
Speaker 1
Up and running. Okay. So. I know this also may not be connected yet, because the moment that we changed the password of your Wi-Fi, it actually got disconnected as well. So how about you double check it. And see if it's still connected before, like, you know, So. Uh huh. So it's like, like, you know, you're going up and down and then back and forth.
74:00
Speaker 2
Yay. So you're saying that my, my cell phone may not work? Okay, thank you. I'm so sorry. I have to run back upstairs cuz I left it up there. I'm getting my good exercise in. going up. Exactly. It's the stairs, up and down the stairs.
74:00
Speaker 1
Okay. So, uh, yeah, let's double check the phone since all the TVs are now working and connected. Uh, can you see the three, uh, bend bars on the upper left or right corner? That indicates the Wi-Fi signal. Oh. Oh, okay. Yeah. So, yeah, reconnect the phone. Use the Wi-Fi password that you just customized. Ah, yes, go to settings. [silence]
75:00
Speaker 2
Okay. Okay, so I have my phone. How do I check it? Oh, here it says, enter new password. When you changed your Wi-Fi password, you were disconnected from me. So reconnect. So, let's see, do I do that in settings? thought
75:00
Speaker 1
and then, uh, go to Wi-Fi and then look for Jesus and me. Tap on that network. Then it will, yes, click on that network and then it will ask for a Wi-Fi password. Uh, yes, the one that you use on the TV. so again and it's not a TV. Okay. Okay.
76:00
Speaker 2
Okay. Okay. and click on that. and that's the same one I, I said before, right? the one on the TV? Okay. Uh-huh. So it says connect to Wi-Fi, view available networks and manage.
76:00
Speaker 1
We're good. [silence] Thank you so much as well, Ms. Barbara. So, I also how want to let you know that everything is fully documented on the on the ticket that I created. So that ticket is 34499. That's the ticket number of this conversation. I know that's [silence] 34499. So that will serve as a reference of our conversation. So whenever you need to call us back, all you just have to do is just to give that ticket number or maybe your phone number or maybe your email.
77:00
Speaker 2
All right, Ellie, you've been so wonderful. Thank you so much. Oh, let me. three four four four nine. Okay. Okay. [silence]
77:00
Speaker 1
... address, then the next representative can easily pull up your record. Uh, uh, of course, I also really hope that won't, you know, happen. But, uh, yeah, um, I believe we're all good. Thank you so much, Miss Barbara, and you do enjoy the rest of your day, you know. Thank you. Bye-bye. Bye for now.
78:00
Speaker 2
Okay. Yeah, but I I hope I get you if I have to call back. Hopefully I won't have to call back. Thank you. Bye. Bye.
78:00