V2 Rubric Detail — ea7e72c2-7706-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 17:45
Duration
79m 16s
Contact
Mohammed Rabbani
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135823
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60_Wants to use the Linksys App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 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
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.88/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall52.1% (-3.9)

V2 Grader Summary

The agent achieved a successful resolution by pairing the mesh nodes via the web UI (R1 Met). However, technical accuracy was compromised by an incorrect instruction to reset the modem (T2 Not Met, T3 Partially Met), and communication, ownership, and customer experience suffered from disorganized troubleshooting, lack of clarity, and minimal empathy (C1, C2, X1, X2, X3 Not Met). Ownership and escalation indicators were appropriately rated as Met or N.A. No auto-zero applies as no critical compliance failure occurred.

V1 Case Analysis

Customer unable to pair SPNM6656 mesh child nodes via app. Agent directed to http://myrouter.info and used Instant Pair to successfully add nodes, which showed solid white LEDs. Mesh health showed mixed status (green/red). No follow-up scheduled.

Troubleshooting Steps
  • Collected model and serial number
  • Directed customer to local web UI (http://myrouter.info)
  • Attempted multiple incorrect reset procedures (20-second reset, modem reset)
  • Used Instant Pair via web UI to successfully add nodes
  • Verified node LED status and mesh health in Instant-Topology
Key Observations
  • Agent initially provided incorrect reset procedures (20-second reset, modem reset) that contradict SPNM-specific guidance.
  • Agent confused 5-press pairing (for MX/MBE) with SPNM's Pair button method, leading to inconsistent instructions.
  • Agent eventually used the correct Instant Pair method via http://myrouter.info, aligning with spnm_router_setup.md.
  • Nodes showed solid white LEDs after pairing, but mesh health indicated potential instability (one node red).
  • Agent did not confirm full stability or set a follow-up despite ambiguous outcome.
Positive Highlights
  • Correctly identified that SPNM routers use http://myrouter.info instead of the mobile app and provided the correct URL [01:00, 07:00].
  • Successfully guided the customer to use Instant Pair via the web UI, resulting in solid white LEDs on all nodes [64:00, 68:00].
  • Persisted through multiple attempts and eventually achieved partial resolution.
Agent Errors / Gaps
  • Provided wrong reset procedure: instructed 20-second reset on child nodes (SPNM models use Pair button, not long reset for pairing) [24:00].
  • Incorrectly suggested pressing reset button on the modem, which is irrelevant to mesh pairing [23:00].
  • Confused 5-press pairing method (valid for MX/MBE) with SPNM's Pair button method, giving contradictory steps [23:00, 26:00].
  • Did not verify device connectivity before instructing actions, leading to confusion about mobile data [06:00, 07:00].
  • Failed to set a clear next step or follow-up after ambiguous resolution, despite mixed mesh health status [69:00, 78:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Agent confirms 'successfully added the child node' and customer thanks the agent, indicating the mesh nodes are now working.
R2 Partially Met Diagnostic thoroughness conf 70%
Agent performed resets, power‑cycles, and pairing attempts, but the steps were disorganized, repeated, and often unclear.
R3 Met Correct resolution path conf 80%
Agent chose the correct path – resetting the nodes, using the pair button, and guiding the customer through the web UI – appropriate for a mesh‑node pairing issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 70%
Agent asked for model/serial and checked light colors, but did not follow a clear logical flow or ask key questions about internet status and wiring.
T2 Not Met Appropriate tools / resources used conf 100%
Agent incorrectly instructed the customer to 'press and hold the reset button on your modem' [23:00]. Per spnm_router_setup.md and universal_factory_reset.md, resets are performed on the router/nodes, not the ISP modem.
T3 Partially Met No misinformation conf 80%
Most guidance was correct (pair button usage, reset procedure), but some statements were inaccurate or confusing (e.g., 'press and hold the reset button on your modem').
Communication
C1 Not Met Clear & professional language conf 80%
Long silences, frequent 'I'm not sure' statements, and lack of clear framing or transitions caused loss of call control.
C2 Not Met Confirmed understanding conf 80%
Agent used technical jargon without confirming understanding and often repeated instructions that the customer could not follow.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed multiple troubleshooting steps, and did not transfer the customer elsewhere.
O2 Not Applicable Proactive follow-through conf 90%
The issue was resolved during the call; no further follow‑up or timeline was required.
O3 Not Applicable Closure confirmation conf 90%
This was the first interaction; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted for this mesh‑node issue.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 80%
Agent offered minimal empathy ('I'm sorry') and largely remained procedural, without acknowledging the customer’s frustration.
X2 Not Met Tone & rapport conf 80%
Agent did not adjust tone or pace to the customer’s confusion; repeated 'I'm not sure' and kept using the same script.
X3 Not Met Overall experience conf 80%
Customer had to repeat information many times and perform numerous manual resets that could have been streamlined.
Call Transcript118 turns · 131 lines
Speaker 1
Hi. So, basically, I've been trying to connect my community FIBA to my link, links, the app, but it just doesn't seem to happen. [silence] Yeah. I can give you the model number. [silence] [silence] SPNM6656.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Ellis this is Tatyana. How may I help you? Mhm. Okay. All right. Um, do you know the model number and serial number of your Linksys router? And this is the first time that you're going to set up this router. Okay. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] okay [silence] can say that to me again siloh please.
01:00
Speaker 2
Okay, and this one is provided by community fiber. Okay, so this type of router that you have, is no longer using the app. Okay. To manage the settings of the app is you can access the user interface of the router by going to HTTPS colon forward slash, forward slash my router dot info. HTTPS, and then colon forward slash, forward slash my router dot info or the 192.168.1.1. [silence]
01:00
Speaker 1
chun de whiz. OK. you're trying to to administer the account device is not connected to the root and router yeah i can connect it so uh i think my my phone is yeah i'm using the browser and the phone i just clear the number of this router but on the the smart on the community fire that uh website they said this app still supports it. [silence] this is going to be excellent
02:00
Speaker 2
Yes. Is your computer connected to the router right now? It's either wired or wireless. Did you use a browser? Okay, Sir, may I ask the serial number of this router? The SPM 60, sir.
02:00
Speaker 1
Yes. [silence] Maybe, I don't know. Okay. Uh, so, you said you want the serial number. 72-10 M2AF05950. Yep. Yep. Yes, correct.
03:00
Speaker 2
uh-huh. uh-huh. Okay, let me check if I got it correctly. 7 2 8 for Edward, 10 M for Mary. And then number two, A for Apple. And then is it F for Freddie? 0 5 9 5 0. Okay, and how long you had this device? When it um installed there? Um
03:00
Speaker 1
things around 8th of June yes yes so 037 58 14 5 6 6 Muhammad Rafsanjani yes M O H A M M E D His last name is Rabbani R A B B A N I and for November I
04:00
Speaker 2
Okay, is your internet connection right now working fine, sir? Is the light, um, k, white? All right. Can you have also your phone number, sir? So that I can create a record? Okay. Okay. Mm-hmm. And how about your first name and last name? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Is it Moh H, A. Okay, how about your last name? Mm-hmm. Mm-hmm. Okay. So R-A-B-B, and then [KEEP_UNCERTAIN] Okay how about your email address? okay so that's Mohammed Farhan at hocmail.com okay thank you for this um information so you mentioned that um it shows on the community fiber website that this one supports the um the app
04:00
Speaker 1
Why try to keep links now? then it just gives a a few trying to and ministrel it is now based Wi-Fi 7 router reach this day it may be due to one of the reason your device is not connected to your router network. Your VPN is enabled. You're using a custom DNS provider. Please ensure that your device connected to the link router now. Close any link reset and move it under the configured DSN. And try again. Yes, it's on. I can. It is. But I can turn it off. It's connected to mobile data here.
06:00
Speaker 2
mm-hmm mhm okay okay you're using a phone right now is it an I phone okay and this phone is not connected to the mobile data right please double check sir can you turn it off the mobile data
06:00
Speaker 1
Okay. Turned off. Yes, it's connected. Okay, it took me to, but now I'm not using the mobile data or streaming took me to this, to the actual page where I can log in. Yeah. Okay, let me just type that now.
07:00
Speaker 2
and connect it using Wi-Fi, is it asking for router password? Okay, during the setup, sir, if you didn't change the password, you can use the password the one that's underneath the router. Where are you connecting the, like, files, for the rest of the installation. OK. Mhm. OK. you are now on the links is now page. Okay.
07:00
Speaker 1
We connect to your router for this they're just loading. [silence] [silence] I have a main router and two mesh. Yeah, 3.
09:00
Speaker 2
By the way, how many nodes do you have? Okay. So total of three.
09:00
Speaker 1
Yeah, it is loading. Just lost Wi-Fi for a bit. Yeah. Yeah. Yeah. I'm doing that now. [silence]
10:00
Speaker 2
so loading Okay, are you made a change in the Wi-Fi name? sir? Okay, try to go back to yoursettings. Are you using an iPhone, right? Okay. Go back to settings and go to progress and Wi-Fi. What? What? Then try to reconnect to the new name.
10:00
Speaker 1
OK, saved. Any of your integration looking for software please wait as we download and review your advice, that LED will turn bright white. OK. yeah sorry the the network you tend to be a bit bad here for location OK seems like it's all connected. yeah. [silence]
11:00
Speaker 2
Hello, sir. Um. Are you using the speaker mode of your phone? Okay, yeah, um. Because the line is not that clear, it's like um breaking up. It's connected. Okay. So, to manage the now settings of your router, sir, since this router doesn't support the app, you can use that link that I provided, the http://myrouter.info. Um. And make sure that the device that you are using is connected to the router directly over an ethernet cable or directly connected over a hotspot.
11:00
Speaker 1
Okay. All right. Okay. Thank you very much. How do I connect or be the other two mesh? them on and click that barely. How do I turn uh connect the two mesh of the routes I have? It was but then I pished it off so I I because obviously all the reset and everything. That's why.
12:00
Speaker 2
So using to access that link is connected to the main router so it's either wifif or wired connection and if you're using a phone make sure the mobile data is off because that will be cause a conflict of which Wi-Fi to use okay? You're welcome. is there anything else? I'm sorry? [silence] [silence] Okay, so before your calls hurt the node, the two node is already connected to the parent node or not yet?
12:00
Speaker 1
uh, what? Yeah. The video was sped up. llama, the same model, FDM sixty. is blue is blue, is flashy blue. cause I'm guessing it earlier was white. Okay. Okay, okay. Sorry, no, go ahead.
13:00
Speaker 2
Uh, if we change settings on the notesure, on the parent node, as long as the other nodes are already connected before, it will just reconnect. Um, may I ask the model number of that um, node? Sure, one of your child nodes. They have the same model. Okay. And what is the color of the light right now on the other nodes? Is it still white? Earlier, uh, uh, probably it's still trying to connect. So before we change... I'm sorry.
13:00
Speaker 1
Yeah. Now it's red. Yeah, it's flashing red right now. Okay.
14:00
Speaker 2
[KEEP_UNCERTAIN] before you change the name, it was white. It was connected. Okay. It's now red. Okay. Probably it's still trying to connecture, uh, like, mark, how about this? Well, sure, I'll do it. Yeah, how about it? Yeah. Yeah. Uh, how about this? How about, uh, Yeah, I'm just 40. I don't know. We have a lot of things. We have a resident. Um, Let me just worry. I'll do that. Can you help? You can have your weekend, nothing strenuous. What do you like to do here for sure?
14:00
Speaker 1
click on the pair button [inaudible] still blinking red is still blinking red [inaudible] check the pair button let me just check so the main one is white the one the second one is still blinking red I'm just going to go check the
15:00
Speaker 2
so ready I'm sorry I'm not sure because you cannot use the pair button if the light is on red it should be on solid blue but how about the other note sir can you double check also the other note
15:00
Speaker 1
the other one's watching right as well the note to the third one okay yeah I'm going to the second one send that off
16:00
Speaker 2
resting rate okay how about this um which one has the near uh which node is nearest to the parent nod or the node two okay can you turn off that third node turn it off yes the third one and then let's go back to the node two let's turn off that node as well okay mm-hm leave the third node off mm-hm turn that off as well leave it off for like
16:00
Speaker 1
[silence] Hello. No, I'm not sorry about it. Thanks for that. Okay.
17:00
Speaker 2
30 seconds and then wait okay yes okay after 30 seconds turn on the first and the second node okay and let's wait until the light well stabilized okay
17:00
Speaker 1
On va essayer de le couper là. Il ne faut pas qu'on l'entende plus. [silence]
18:00
Speaker 2
on [silence] can you ask this is going to happen [silence] Oh, yes. [silence] Okay, let's just wait. [silence]
18:00
Speaker 1
Now it's gone. Red flashing red. [Silence]
19:00
Speaker 2
It's flashing red. Can it just read... [silence]
19:00
Speaker 1
No, it's not solid red. It's flashing red. Okay. Yep. The second one is very close to the button. Like, uh, just across the room.
20:00
Speaker 2
Okay, it's still solid red. Okay, it's flashing red. Okay. So I think, sir, we need to, um, reconnect it back to the network. So we need to, um, bring the two nodes near the parent. Okay. Um, how far they second wanted, sir, from the parent? Uh, is it okay? Like, we could bring it into the same location with the.
20:00
Speaker 1
Okay, should I deal with both of them? Okay. Okay, all right. Give me just a few seconds. And I'll. Okay, thank you. [silence]
21:00
Speaker 2
Parent node. No, Um, yeah, both of them, sir so that it will be added back to the network at at this um one at a time, but it will by in just one set up. Ok, just let me know once they're on the same location or same room with the parent node. [silence] I want [silence] the brooder lights and the power strap. Make sure they lie. You might have to get a [silence]
21:00
Speaker 1
They're right next to each other now. but The two roots are solid red. solid blue.
22:00
Speaker 2
okay. Yet to really changes and we have unknown proceeds to this is a they have a good You know what I mean ready set up no okay okay okay. So let's just wait here for like a minute or two to fully boot up the node off. We won't have fun with taste. The stuff? Kinda blending that? Okay, so we need to like, uh, we need to reset your own two child nodes. So, um, press and hold the reset button on your modem. Let go of the reset button once the light goes from blinking red to white. Press and hold the reset button on your router. Let go of the reset button once the light goes from blinking red to white. After both devices have completed resetting, wait two to three minutes for both devices to reboot. Then you'll need to re-enter the Wi-Fi password for each of your devices. [silence] So you don't have any labels for the Wi-Fi networks [silence] because you already know your Wi-Fi label and password. Ah. The password. Trouble shooting two. Do the sound setup guides. YouTube. You ready? Press it again and hold the setup button for five seconds. [silence] [silence] connecting for the first time. Press it again and hold the setup button for five seconds. [silence] Yes. Keeping on. [silence]
22:00
Speaker 1
you want to hold the reset buttons OK We did that with one. We'll do that with the other one as well [silence]
24:00
Speaker 2
on the first child no, press and hold it for 20 sec. So we'll do a reset on both child no. Okay. Yeah. Press the reset button, press and hold it for 20 sec. each no. Okay? Yes, please. Thank you.
24:00
Speaker 1
[silence] the [silence] this good the second one [silence] the model numbers [silence] the [silence] the [silence] the [silence] in the same as the [silence] same as [silence] [silence] Do [silence] Do you mean the serial number or the model number [silence] the model number all [silence] you're talking about the same [silence] SNM 60 [silence] yes
25:00
Speaker 2
Okay. So, while waiting for the nodes to be ready, may I have the model number of each node? The child nodes only, sir. Model number. The two nodes. Is this provided by my community fiber as well? So, what's the light on the node right now? On the two nodes? [silence] Am I talking to the right person? Sir, about our appointment, it seems like you made the wrong call, sir. Just a wrong number because I have different systems here. I just want you to consider I have many units, different systems, and I have a lot of machines here, sir. I haven't had my appointment until now. Is there any other thing I can help you with, sir? Is this the child's voice, the undertone, sir? You don't make a change, sir, sir. [silence] It's very childish for you, sir. Just it sounds funny, sir. Have a good day, sir. Thank you, sir. Bye. Just first for sir.
25:00
Speaker 1
Oh, that's a solid blue. Yeah, but one is still the blue, one is blinking blue. Yeah, it's become solid now. Restaged. Yep. Yep. One's gone white and it's flashing. The other one's still solid, the parallel. Yeah.
26:00
Speaker 2
Okay, solid blue. Okay, let's just wait that for to become solid. Okay. Solid now. Okay. Can you press the pair button on the parent node, sir? Just press it once. There you go. Okay. Let's just wait for that. The will set up one at a time. The parent node will also be blinking white while trying to um set up the child nodes, okay?
26:00
Speaker 1
solid white one is the third one is flashing white the second the solid blue solid blue yeah the other one is solid blue should I click pair again on that one
27:00
Speaker 2
But how about the child nodes? Okay, let's just... Don't worry about... We'll just get the fonts. One is still blinking white, so we'll just get... so we'll just use the one that's blinking white. When we go back to the main app, it has a welcome information. Okay. Uh, no, sir. We'll just wait. Okay, did you get Micae Cristopher letting me know that? the drivers should start one by one. that will set up one at a time. Okay. [silence]
27:00
Speaker 1
Yeah. I'm still, I'm still thinking what both of them, one of them has gone solid red.
29:00
Speaker 2
the notes so our third resident whenever you call us um it's one pretty five all right and you have the name all and it's still blinking okay um action here top okay very not It's solid red. Okay, let's just wait for the other one. I
29:00
Speaker 1
yes, so the third one is still blinking white. The second one is still solid red. uh, well, the second one and third one. both of them are solid red now [ silence ]
31:00
Speaker 2
the other one is it still blinking? okay [silence] So before calling links, uh sorry, the light on the two nodes they're a white [silence] [silence] [silence]
31:00
Speaker 1
Yeah. Yes. Oh yeah, sure. All right. Bear with me, I'm doing that now. Turned it off. Yeah.
32:00
Speaker 2
Okay, but earlier Sir, before we change the Wi-Fi settings, before we access the myrouter.info, the light on the child nodes, they're all white. Right now both solid red. Okay, can we like turn off both child nodes Sir, okay, Both child nodes. Okay.
32:00
Speaker 1
both of them. [silence]
33:00
Speaker 2
okay, please turn it on yes all right let's just wait
33:00
Speaker 1
One of them is flashing red. One of them is flashing red, one of them is solid red. Yes, the parent one is still white. [silence]
34:00
Speaker 2
okay, but survivor, uh it's still white okay, um
34:00
Speaker 1
Now one is solid red, one is flashing red and the parent one is solid white.
35:00
Speaker 2
Speaker 1: Yeah. Would you recommend setting your mixer at max for the bridge phone? No. There's an 8-way record here. My goon sees much different on how. Have you tried power cycling the device? No. Definitely. Okay, Let me just review your interactions. Okay, one again is blinking red, correct? And one is solid? So, while waiting for this, can I please one hold for just three to five minutes? I'm just going to check something here. I'll be back. K? All right. Thank you so much for patiently waiting. I'm sorry for the hold. How's it? Still solid red and blinking white? Uh blinking red? solid red. Go ahead and tell your agent you're being intermediately checked. There's a network failure at the last turn. The signal is serial, there's a error uh on your end too. Thanks, Lucy. Go ahead and you can now log off from this call. Thank you. Bye-bye.
35:00
Speaker 1
Yeah, the communicable person, the engineer, he set it up. Appeared on the... Okay, so turn all three of them off.
41:00
Speaker 2
So when you set up this um before, did you use the pair button or did you um how did you um set it up or um community fire set it up? Okay, can we um turn off the node again? Sure. Turn off the two nodes and then um let's include the um the parent node. Are you mhm? Uh-huh.
41:00
Speaker 1
turn them off go turn them back on awesome [silence] yep turn their arm okay
42:00
Speaker 2
sure do load all yes turn off all the nodes okay And now wait for 30 seconds before you turn on the parent node first okay turn on the parent node now Do not turn on the child node yet. Just the parent
42:00
Speaker 1
Yeah. So one of them or both of them? Turning one on.
44:00
Speaker 2
It's still white, turn another child nodes. Let's check out one of them. that being used from where you can use the worst connection those Wi-Fi guide I social I've been to the one I think I'll become um how far are they from each other sir from the parent note just like uh okay
44:00
Speaker 1
man I'm sorry. Jessica blankings right. Okay, now. [silence]
47:00
Speaker 2
Okay. The first child node is still blinking red. turn on when you turn on the other child on their do you just so That's it. Now.
47:00
Speaker 1
The second one that I turned on is just solid red. And yeah, and the other one is flashing red. Do you click the pay button by any chance? [silence] Do you click the pay button by any chance? [silence] Do you click the pay button by any chance? [silence]
49:00
Speaker 2
It's all the question. [silence] I need to press the pair button and answer. [silence]
49:00
Speaker 1
Yes. one's just flashing red. the other one is just solid red. yeah. sorry. yeah. yeah. yep i just logged back in.
50:00
Speaker 2
since we did that earlier but it did not pair the nodes, You can still create a red reconnect on your phone right now, it's still connected to Wi-Fi, right? you still have the LinqSysnow page, LinqSysnow the one that we access earlier. So, um, you're now back on the main menu, on the main page,
50:00
Speaker 1
yeah sounds like topology okay yeah Yeah. And underneath it it says instant actions. And, and yes, I can see only one, uh, the parent node and I can see a option that says instant actions. No. Only one, the parent one.
51:00
Speaker 2
mm. when you're on the page, can you click on? menu and then can you go to instant? apology Under click on instant apology. You can only see there one node. That's the parent. mm Sorry, I'm not sure what you're saying Right now. then. no, so that means there's no node in there, right?
51:00
Speaker 1
Each node had its own box. But it came in a, if you gave it to me, you know, one, it was like in one big box. It was in one big box, but, but, uh, in that one big box, it had three individual boxes as well of the nodes. No, both of them are solid red now.
52:00
Speaker 2
when you get the device from community fiber, [silence] is it like um all this node in one box or each node has its own box? I'm sorry. Okay, it's still blinking red.
52:00
Speaker 1
and the incredible Wi-Fi yep. Yep, from there. It's on the quick button. Turn it off. Yep. okay. There's two. There's two. There's 2.5 gigahertz and there's five gigahertz and there's two.
53:00
Speaker 2
So can we click on um, let's go back to the menu. And then [silence] incredible Wi-Fi. Yes. [silence] And then [silence] kind of click on the button quick setup. Make sure it's not on. Okay. Okay, turn it off. Okay. What is the name under WIFE 2.4? Right now, you do have internet that is connected right though it's online. You can use to access advanced router settings. However, you cannot connect to a device that is also connected. Yes, under 2.4 sir, what is the name?
53:00
Speaker 1
Uh, the white tornado, the name that uh entered. Same. Same name, same name as the one I, the password are the same as well. Okay.
54:00
Speaker 2
[KEEP_UNCERTAIN] okay how about password? um, i'm sorry. how about the five gigahertz? Okay, so, um, can you give me like another two to three minutes? I'm just going to check something okay. I'll be back. Thank you. [silence]
54:00
Speaker 1
yeah advanced settings administration it's on turned off can do I save it okay saving also things
57:00
Speaker 2
And then kindly click on, hold on, advanced settings. Yes. And then kindly click on, um, administration. OK, and then kindly is Express forwarding, is it off or on? Very kind enough, please. Um, yes. That's the router password, they're not the Wi-Fi password, those are the pass. By default the router password is admin and the password is admin.
57:00
Speaker 1
yes saved okay Hmm it's still solid red yeah both child nodes are solid red Okay Okay turning one of the child nodes off now [silence]
58:00
Speaker 2
or password, but it's not. Okay, save. Can you check the child node? It's still solid red on the child node. All right. Okay. So let's do another power cycle on one of the nodes on the child node. Then in any case, still it won't work. We'll try to do another reset. Okay. So let's turn off one of the child node first. Okay. Um hm. I'll tell you when the train is on. Yeah, [silence] you can also find the Wi-Fi password, [silence] by going [silence] from your laptop, Wi-Fi, [silence] on your [silence] computer, [silence] [silence] You can [silence] read it on here. [silence] Can you please turn it on now, sir? Your laptop, [silence] Android Pro [silence] firmware [silence] Android Pro has been recorded. [silence] on file. [silence] positions on the router have been switched. [silence] Can you please turn on? [silence] you're in the [silence] according to your room? [silence] skip you. [silence] Oh, of your devices are not what you ordered. [silence]
58:00
Speaker 1
[silence] Flashing blue. [silence] Flashing red now. flashing
60:00
Speaker 2
Okay, it's still red. So let's do a reset again on both child notes. So same thing,
61:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. And we'll go back to that. Okay. I did the first one. Not even on the second one. yeah. It's in bulk. Okay. [silence] one is solid blue. both of them are solid blue now.
62:00
Speaker 2
contains the uh solid blue in both. Yeah, Beaver. Beach. Tuesday. Okay, both words. Purple.
63:00
Speaker 1
Okay, click 'Start Now.' So now it gives me instructions. The plug mesh nodes into power within a few feet of your mesh pushers. The closer, the better for the steps. Wait for the notes to finish setting up, indicating by solid blue light. Okay, I click 'next,' if this searching for notes, watch for
64:00
Speaker 2
All right. So sir, let's add it again using the UI of the router. Right now you have on the administration, right? Can we go back to the menu and then instant topology. And then under instant action, click on the three dots, select instant pair, and then select pair wireless node. Yes. Yes. And then just click on continue.
64:00
Speaker 1
Now it's live. I can see the parent one, white flashing. They're still solid blue both of them. Oh, one of this flashing blue slowly. One has become white, while flashing. The other one is, the second match. Is flashing. Slowly. Blue.
65:00
Speaker 2
All right, let's just wait. Mhm. How about the child node? Okay. Okay. Mhm. Sir, while waiting um the um community say wouldn't set up your router last.
65:00
Speaker 1
Yeah. Yeah. Both of them are flashing white now, slowly. Including the parent ones, all three. [silence]
66:00
Speaker 2
June 8th, right? And then the lights on the child node all white, correct, when they set it up? Okay. Let's just wait. Okay. [silence] What? What is the what's the model there? [silence] And how long do they need to be able to?
66:00
Speaker 1
So one of the nodes have become solid white. The, the other one is still flashing along with the parent one.
67:00
Speaker 2
Okay. I I think.
67:00
Speaker 1
Both the nodes are solid white now. Some of the pair and ones are flashing. My screen is saying onboarding notes against this, this. It says... confirmation, all nodes are... are here. There's three. He just said, it just says add nodes and there's the main one. There's two other one underneath it. Should we click next?
68:00
Speaker 2
Okay, let's wait, though. Okay, it's confirmed. It shows now the two child nodes on the instant topology. Oh, okay. So, that shows that it's already been added. But let's wait for another minute to observe it, that it stays on white. Yes. Can click on next.
68:00
Speaker 1
new shape mode so under the if the main node of the app sorry on the web is like this yes so all three of the old main node and the main parent node and the child nodes all solid white but one of the one of the nodes is showing green as in on the on the on the website showing green the other one is showing red could that be the connection
69:00
Speaker 2
okay so it has the two notes three notes already available right so let someone know that mm hmm hold one okay
69:00
Speaker 1
There's poor signal in one room. The other one says they have the same room right next to each other. Sorry, it looks like I'm trying to, it looks like they find the information on the website to connect to today,
70:00
Speaker 2
Well, yes, we can that would be another option. On this um, but they're on the same room, right? Do they have the same firmware version? Do they have the same firmware? Oh, by the way, sir, which one has the red um the mesh health, which one has the red one? Is it the second one or this the ones at the bottom?
70:00
Speaker 1
[silence] [silence] Yes. I know we've been looking at the exact ones. Ok, let me just like, ok. [silence] I'm doing that now.
71:00
Speaker 2
Sir, you may now try to, like, um, relocate now the nodes to where it's um, all location? Um, you have to like, put the one that uh, you need to um, unplug both, sure. And then put the first, turn on the first node, the one that's nearer to the parent node. Yes. So you just turn off both of them. But you turn on the node that has the nearest location to the parent.
72:00
Speaker 1
[silence] [silence] [silence] Switch on the one nearest to the parent. Should I turn on the other one as well? Okay. [silence]
73:00
Speaker 2
Yes sir, wait until this node will turn white, sir, before you turn on the other node, the farther node.
73:00
Speaker 1
The first one went from blue to flashing red. 10, 10 feet 10
74:00
Speaker 2
Okay. Let's just wait. How far the snot here from the parent? You Okay. Okay. I hear nothing. The option can connect to the neck. Okay. Okay.
74:00
Speaker 1
It's still blinking, but it's still red. [ silence ] It's white now. Okay. [ silence ] I have suspended on.
75:00
Speaker 2
is it blinking red? okay let's turn on the other node let's just read
75:00
Speaker 1
It's solid white now. Yeah, the second one like done. It's sort of red now. sort of white now. And it's green, it's like a green on the device. [silence]
77:00
Speaker 2
them. Okay. Okay. So that means we okay yeah we already added it back to the network. So it seems like the instead the pair button didn't see you.
77:00
Speaker 1
[silence] Okay. Okay. Nothing else. Thank you very much. You've been great help. Thank you. Okay. Okay. Okay. Okay.
78:00
Speaker 2
successfully added the child node. so what we did here is we use the um the web page of the parent node to add the child uh to add the child node. So in any case, sir, you will be adding a new child node, um just use this um user interface of the router. Okay. same thing that we did, you just go to instant pair. instant topology. on the parent node use the instant pair. okay? so is there anything else sir? you're welcome. okay, you're welcome. okay. so you may also check our website sir for updates at support.linksys.com. okay? so thank you for um calling Linksy sir. thank you also so much for um patiently cooperating with the troubleshooting without you um cooperating with the troubleshooting we're not able to um like resolve this issue and then
78:00
Speaker 1
Appreciate that. Thank you. Have a good day. Bye-bye.
79:00
Speaker 2
So you do the heavy lifting here with the job you're showing. So thank you, sir, for the cooperation. Okay? Okay, you're welcome, sir. Have a great night to you, sir. Goodbye.
79:00