V2 Rubric Detail — ebaae178-74c0-11f1-b…

You called back and I had to change of set, okay? So, the technician that was handling your case is also not available. That's the reason why I'm taking over your case. Okay? So, based on what we had done last time, okay? I believe your issue was first, you were having dropping of internet connectivity using your MBE 7000, and you have a child node of MX 6000. And the last time that we agreed was to swap the nodes and we'll just isolate just the MX 62 as the parent node and we'll set aside the MBE and turn it off just for isolation. But I believe based on the record that I had checked here, the MX 62 is working stable, as what you had confirmed with the last technician.

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[KEEP_UNCERTAIN] and we agreed that time that it might be on the computer. So we work on the computer that's a working stable. But the idea here is both of your word and wireless are having like the same dropping of internet. That's the reason why we swapped it. Okay? So with swap the wired and wireless internet it was working fine, but it's not faster compared to the MBE. Am I correct with that one? Okay. Okay. And just to double check on the things that we have here, okay? So you have Xfinity as your internet service provider. And you have subscribed 300 MBPS, correct? Based on our documentation. Okay. Then you have the MBE as the original parent node, but that's the one that's having issue, it's that's the latest firmware here. So we use the MX 62 as the child node promoted as the new parent node. with the latest firmware as well. And we noticed, right? Ooh. On the computer where we have the wireless. And they have said that if they plug in a wire to it, then it works fine. So, it seems as if our firmware is up-to-date across the board. Yes, we are. But if I'm going to plug into my phone in the PlayStation, I realize that though it still intermittent like it doesn't drop, but it doesn't play fast either. Computer, if I connect my PlayStation in wireless in my computer, it works fine. But if I plug it into the internet in wireless, then it has a problem. Then really the only issue we're noticing, is this intermittent issue? Yeah. So I always go to a doctor and say, am I sick my whole life? Or you'll just waiting to say, okay, you are sick now. Okay. Okay. And just to double check on that, okay? So you have

Sorry as well, but that's stand alone. [silence] Uh no child node that we added that time before we ended the call, correct? [silence] That's one that we had. [silence] Okay. So, if I may ask, were you able to add the MBE as the child node since I was not able to take over your case since I have a change of sked. [silence] Hmm, I see. Hmm. I see, I see. [silence] I appreciate the clarification. [silence] I appreciate that. Thank you. [silence] So, uh, if that's the case, I understand that based on the record, uh, you already been approved for replacement, but the one that was offered for you, correct me if I'm wrong, is it the same as MX62 instead of MBE? [silence] Am I correct? [silence]

able to uh verify that it's working on the MX 62. so uh with that part uh since you're uh requesting for a replacement but since the main reason why uh it was provided to you mx62 is we do not have an availability of the MBE 7000. okay just to set your expectations. actually both of the MBE and MX 62 they're already end of life. I uh we're able to be informed about the end of life. What's the meaning of that end of life with the device. thank you. thank you. okay. appreciate that. So it depends on the inventory okay. Because we have our customer service department that but before we're going to route you to them. we'll just need to communicate internally first so that it will be convenient for you. okay. So uh have you already been informed about

Okay, about the other options as well, just in case, like for example, if there's really new no availability, but there's an availability for the MX62, okay? So the like there might be other options, okay? But in the meantime, Tyron, I did verify the NBE 7000 and there's actually a beta firmware, okay, that I have tested with other cases of intermittent, okay, unstable connection. So I know that you're you have you have this set up in an office, so we don't need to have a downtime to disrupt your business operation, correct? But we have here the beta firmware, though it's not an official firmware yet. Okay. It's not yet loaded on our website. But it's a beta firmware that's addressing the instability of this particular NBE 7000. [silence]

So while like waiting for that like replacement, would you try that beta firmware? And if it works stable, because I know the devices are combination of a software and hardware. Okay? That's how they work. And Linksys is actually communicating to the engineers of what's really happening, okay? That's how we improve our device. With the software, okay? Okay, so it's a beta firmware. So it's not an official firmware, but I'll need your cooperation with it, okay? Anyway, since you're ready been approved that you'll be provided with a replacement. So, we'll give it a try, Terren, okay? And if that new firmware like made your current MVE hardware working stable, then at least that will add up to our documentation that it really is improving. Because once we have like a list of. customers and these cases that were resolved and that's the time that that beta firmware will become official and it will be loaded on our official website. Okay. So thank you. So again, this is our isolation step for now. Okay. And I I know you're busy, but let me ask you right now. Uh you're free for us to perform that isolation, correct? Oh, I see. Uh if I'm going to ask you right now, Sharon, what will be your convenient time and date for me to do follow-up for us to do that isolation, since you've already been provided with the, uh resolution temporarily for, for replacement, but since there's no availability of M. I agree with you, it's unfair, okay? But since you have the hardware and

We'll just need to load the latest software, but though is not official, the beta. So what would be your convenient date and time? But it may take a while because after we load it, okay, then we will going to check its stability, because I know you have the existing MX62 as the parent, okay? So once we have loaded that firmware, we will just use it as a child node first, okay? So that you will not disrupt your actual internet. But I'll generate this info log there for our documentation before and after. Then after that, let's check. And if it's working stable, that's the time that we will decide to swap. We will make it as the new parent node and the MX62 will be the child node. That is our route. So it will take time and observation and I apologize for that process.

Okay. So Thursday, uh, Okay, Thursday. Okay, Thursday. Let me just double check our times so that that will be aligned, okay? I believe you're in Eastern, right? Okay. Thank you for confirming. Uh, is, uh, 2.30, uh, Eastern Okay with you? Thursday. Oh, 9 PM, correct? Oh. Oh, sorry, sorry. I appreciate. Oh! I thought July 2. Thank you for the clarification. I appreciate that, okay? So, okay, let me just make sure because my mindset was July 2. So let me, so that's July 9.

July 9th. And that will be 2:30 Eastern time, correct? Okay, I appreciate that. Okay, so as what we had discussed, okay, is it okay with you if I'll shoot you an email so that I'll be able to provide you what we're going to do, that you'll have an overview and I'll also uh send the firmware. That's a beta, but don't load it yet. Okay? As a preparation. Okay? Then after that, that's the part that we can do while waiting because we will like somehow do it two ways. Okay? If we have availability, then that's good. We can proceed. But since the only accessibility is the Mx60 which is not the same specs, of course, it's a lower specs from your NVE, we'll go to this round. The

software purse. Okay? So, Tyrone, I really appreciate your extra cooperation and understanding. I understand that I was the one handled you with that troubleshooting before. But, uh, we changed schedules. And thank you for your understanding. Okay? So, Tyrone, we have a scheduled call back that will be next week. That's July 9th and the time is 2:30 Eastern time. And our goal here is to load the beta firmware to your MBE 7,000, then we'll gonna observe it, then once it's working stable, will work it as the parent node. Make your a child node again. Okay? Okay. And, by the way, I know that I already gathered your topology before. Okay? Correct me if I'm wrong. The distance from the parent node to the child node, that's about 100 ft with two walls in between. Am I correct with that one? [silence] Because I did document our, our, Okay. Oh, I see. So you, you have now, you have uh, Thank you. You have like, uh, customized long cable about 100th feet. Am I correct? Okay. And that, that will be much better. That's like a strong back hole because the wire is full duplex. Okay. I appreciate that. Okay. So, thank you. So, uh, Terin, again, I appreciate your help. And I just apologize I was not able to take over your case after our last call, which was, which was May 3rd. Okay? But I appreciate your, your time and cooperation in taking my call today. So, uh, would there be anything else, uh, Terin, that I can assist you with aside from this main concern?