V2 Rubric Detail — ebda30b0-6410-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 14:38
Duration
73m 16s
Contact
Jerode Galloway
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132771
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Configuration_MX4200
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall58.5% (+26.5)

V2 Grader Summary

The customer confirmed full mesh functionality, Wi-Fi reconfiguration, and successful speed testing, meeting resolution criteria. However, the agent provided materially incorrect technical information—specifically claiming the default admin password is 'admin' on an MX4200, which violates KB guidance—and caused high customer effort through poor communication and inefficient troubleshooting, undermining the experience despite the outcome.

V1 Case Analysis

Customer attempted MX4200 mesh setup with Starlink; agent provided incorrect 5-press pairing instructions and wrong web UI access method (myrouter.local while on Starlink Wi-Fi). Failed to verify Linksys SSID connection before UI access. No serial number collected, no warranty check, no confirmation of mesh pairing. Call ended without resolution.

Troubleshooting Steps
  • Instructed customer to connect parent MX4200 to Starlink modem via Ethernet.
  • Directed customer to perform 5-press reset on parent node to initiate pairing (incorrect method for MX series).
  • Attempted to guide customer to access web UI via http://myrouter.local and http://192.168.1.1 while connected to Starlink Wi-Fi.
  • Instructed customer to change Wi-Fi SSID and password via web UI after eventual access.
  • Suggested using fast.com to test internet speed.
Key Observations
  • Agent provided materially incorrect technical guidance: 5-press pairing is not valid for MX4200 (supported models: WHW, LN, MBE); correct method is Pair button or app ([17:00], [21:00]).
  • Agent directed customer to http://myrouter.local while customer was connected to Starlink Wi-Fi, making access impossible; failed to verify connection to Linksys default SSID before login attempt ([41:00]–[44:00]).
  • Agent confused router admin password (default: 'admin') with Wi-Fi password, causing customer confusion during web UI login ([55:00]).
  • Serial number was provided by customer ([01:00]) but agent failed to capture or confirm it, violating protocol for product-specific support.
  • No warranty status check or support eligibility discussion occurred despite device setup context requiring it.
  • Call lacked control: agent allowed customer to drive conversation, repeated unclear instructions, and failed to summarize or close with next steps.
  • Customer expressed confusion and frustration multiple times ([35:00], [60:00]) but agent did not adjust pacing or clarify.
  • Speed test was eventually performed, but agent could not explain results clearly or relate them to mesh performance expectations ([65:00]–[71:00]).
Positive Highlights
  • Agent correctly identified the need to connect the parent router to the Starlink modem via Ethernet ([05:00]–[07:00]).
  • Agent recognized the importance of physical proximity between parent and child nodes during pairing ([19:00]–[21:00]).
  • Agent eventually guided customer to perform a speed test using fast.com ([62:00]), which provided useful performance data.
  • Agent acknowledged customer's effort and thanked them for cooperation at call end ([73:00]).
Agent Errors / Gaps
  • Provided wrong pairing method for MX4200: 5-press reset is not supported; correct method is Pair button or Linksys app ([17:00], [21:00]).
  • Directed customer to access http://myrouter.local while connected to Starlink Wi-Fi, preventing successful login ([41:00]–[44:00]).
  • Failed to verify customer was connected to Linksys default SSID before attempting web UI access ([44:00]–[45:00]).
  • Did not capture or confirm product serial number despite customer providing it ([01:00]).
  • Did not discuss warranty status or support eligibility, violating protocol for product setup call.
  • Confused Wi-Fi password with router admin password during login guidance ([55:00]).
  • Provided unclear and contradictory instructions about app setup and web UI access ([30:00]–[36:00]).
  • Failed to summarize call, confirm resolution, or provide next steps ([73:00]).
  • Allowed customer to remain confused about mesh node status and signal strength verification.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms both nodes are connected with solid blue lights, successfully logs into the web UI, changes Wi-Fi settings, and completes a speed test, ending with 'I appreciate your help... we’re all connected'.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent guided through physical setup and pairing but gave inconsistent instructions (e.g., conflicting LED expectations, incorrect admin password), skipped verification steps, and failed to streamline access attempts.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting for an in-warranty MX4200 mesh system without dismissing the case; no escalation was needed or warranted.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified symptoms (LED colors, app login failure) and asked basic questions, but did not logically sequence diagnostics or identify root causes like incorrect network selection early on.
T2 Met Appropriate tools / resources used conf 92%
Agent appropriately used the web UI (192.168.1.1), attempted the Linksys app, and recommended fast.com for speed testing—tools relevant to setup and performance verification.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated the default admin password is 'admin' for MX4200, which contradicts KB: on WiFi 6 models, it matches the default Wi-Fi password on the label, not 'admin'.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control but failed to set clear expectations upfront, repeated instructions, and lost direction during web UI access attempts.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'parent node' and 'web UI' without consistent simplification; comprehension checks were minimal despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and persisted through multiple troubleshooting steps despite customer frustration.
O2 Partially Met Proactive follow-through conf 75%
Agent instructed customer to run a speed test and reconnect Wi-Fi, but provided no timeline or follow-up plan for unresolved app access.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent showed minimal empathy; responses like 'you don’t have to shout, sir' were reactive and dismissive, not proactive or validating.
X2 Not Met Tone & rapport conf 88%
Agent did not adapt to customer’s confusion or pace, repeated unclear instructions, and failed to simplify steps, leading to repeated location changes and frustration.
X3 Not Met Overall experience conf 90%
Customer was forced to repeatedly walk between buildings, re-enter credentials, and retry steps that could have been avoided with clearer initial guidance.
Call Transcript124 turns · 135 lines
Speaker 1
Uh, yeah. All of that. Yeah, I had uh purchased uh your Linksey Wi-Fi six-hole Home. [silence] Uh, yeah, I had uh purchased uh your Link, see? Fall off Wi-Fi six-hole home. [silence] [silence] [silence]
00:00
Speaker 2
Welcome to Lynxus support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynxus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more, please have your devices, 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. So, Hi, thank you for calling Lynxus technical support. My name is Dylan. How can I help you today? Thank you.
00:00
Speaker 1
mess system to pack powered by what we've got is Starlink at our house and I got a detached garage and they came with a couple mess routers but it's still a little slow in the other garage that's the internet and everything and the cable so that's why I uh got these and I need you to help walk me through how to set them up you want a serial number um well it says name password recovery key serial number 3 8 U as in umbrella[silence] convert to hex AFHE, HADG, BF62,[silence] and[silence] you are listening to Scarlet Witch
01:00
Speaker 2
Aha! OK, sir. Yes, sir, I would appreciate if you can provide me the serial number. Mm-hmm.
01:00
Speaker 1
of one ads in Michael 5 to Sia's and Charlie 1 1 1 1 1 1 1 1 1 4 1 yes and then I've got another one that came with it it's a twin pack I hasn't say that again no it's a Starlink huh
02:00
Speaker 2
Hmm. All right, let me just repeat that once to confirm, you sir is your main route, a link system as well? Is your main route also a link status router? What is your main router? Starlink modem. Are you referring to the modem?
02:00
Speaker 1
everything with Starlink Starlink residential. And they said these boosters will boost the signal. JERALD J-E-R-A-L-D last name Galloway G-A-L-L-O-W-A-Y. Yes. Austin City. [silence]
03:00
Speaker 2
the modem everything yes I've checked here this device model is an MX4200 so anyway let me just run some verification with you first sir, uh, in order for me to create a quick record here uh, let's start with your first and last name. That's Gerard Galloway all right how about your email address Sir Gerard? [silence]
03:00
Speaker 1
Limits with an S on the end.
04:00
Speaker 2
Uh is that your email address? your email. all right so that's Austin city limits 2003 at Yahoo.com all right and let me just verify as well your phone number. That's 612-309-5554.
04:00
Speaker 1
intelligent. [silence] uh, Internet service provider is Starlink. [silence] it goes from the satellite into the house to I guess the modem. [silence] Yep. [silence] so what do I do? just plug these in and they connect to it? [silence] [silence]
05:00
Speaker 2
Yeah, to those. Okay. So, let me just insert. I said I'll be. And um... Mae! Yes, sir. And may I ask who's your internet service provider? Okay. Starlink. Okay. All right. So, just to confirm with you, from your Starlink box, is there a device connected to it? Uh uh. Yeah, the modem is coming from your Starlink, right? Okay. Yes, sir. Um all you need to do is just plug in the power source and plug in the Ethernet cable to the modem.
05:00
Speaker 1
Well, I don't know if we can do that. Let me look. Okay. Okay, let me look. Okay, hang on. Oh. I have all their chats. Let's see. On the back of this, it's got... Yeah, there's two plugs for one. Okay. So all I got to do is plug one of these into that? [silence]
06:00
Speaker 2
I believe all Ethernet cable has, I mean all modem has an Ethernet port. All right, sir. [silence] Just plug it. Uh anyway.
06:00
Speaker 1
Plug it into– Plug it into either- Hang on. Plug it into either one of them on the back side here. Okay. Uh, I don't wanna plug that in. Hold on. Where do I plug it in on this one? Internet or the internet? Do I plug it into internet or internet. Right? Or internet. Not I-N-T-E-R-N-E-T. Right? I-N-T-E-R-N-E-T, right? Okay. Okay. So I got that plugged in. Now what I need to do is plug in the power, right? Let me plug in the power.
07:00
Speaker 2
Yes IRE and then uh-huh. And bog in the other side to the Internet port of a or a 42100.
07:00
Speaker 1
All right. It's blue. It's all the way plugged in. I'm on both. So where do I put the other one, in the man cave outside at the other building?
09:00
Speaker 2
All right, give it some time sir. Usually it would take two minutes for the device to reboot and set up. So we should be expecting a purple light indicator or a pinkish red light, uh, which means it's on setup mode. So we're going to configure it later on once it turns solid purple or pinkish red. So for now, um, I want you to ensure that it's properly plugged in to the Ethernet cable, I mean Ethernet ports. Okay, make sure that they are properly plugged in. Okay, that's great. Now, let's just wait for at least two minutes. Um, we will, uh, we will be going to configure it and add it to the network, but for now, I want you to set
09:00
Speaker 1
Okay, we'll just stay focused. Okay, we'll just stay focused on the main router for now, right? Okay, now it turned pink, it turned pink. The blue light. Yeah. Solid, yeah. Went from blue to pink. Okay. You want me to hit the reset button? You want me to hit it five times within five seconds?
10:00
Speaker 2
Oh, All right. That's great. Mm-hmm. Okay. Let's wait for two minutes to three minutes for the device to go online. So let's just wait for it. [silence] [girl laughs] [silence]
10:00
Speaker 1
Ah, no. I don't know how that's going to work. We're not there yet. We're just starting with this one. So it's got a solid blue now. Okay. [silence]
12:00
Speaker 2
All right, sir, give it some time. We need to ensure that it will remain us our blue right so the blue right indicates that it's now online and it's working but let's give it more time okay. All right. [silence]
12:00
Speaker 1
[silence] Yes. Yeah I'm here um let's see um it's solid blue. [silence]
13:00
Speaker 2
All right, um, hello, sir? Hello? Yes, so, what's the light indicator now? Sow blue. Okay, that's great, sir. It means that it's, uh, online now. So, uh, let's plug in your, other node
13:00
Speaker 1
Okay. I'm gonna I'm gonna go outside to the other building where I want it to communicate well, right. [silence] Connect it to what. What? I got to plug this one in. I don't even have enough cords to do that. So I just inside the house here, I need to plug it in. Okay. So, so we want to plug it in here and then once it links up, we unplug it and take it to the other building. Okay. So. Oh, it has a connection.
14:00
Speaker 2
No, sir. We need to connect it first before we realocator. Connect it to the main router. Just um no, no. You just have to plug it in to the power source. We're going to connect it wirelessly. Yes, sir. Just plug it in there. We're going to connect it. And once it's connected, we're going to relocate it to the other building where you want it to be placed. Yes, sir. Exactly, sir.
14:00
Speaker 1
no that's not what we're doing we're just we're not plugging it into the modem I don't have another we're just plugging it into the wall right now oh so I'm just plugging it into the wall to give it power correct. Oh you plug it right over here over instead of with the cable can you hang on a minute sir hang on hang on stop. Just stop. So I plug the one into the router I plug the power and I use the internet cord plug it into the modem to this or the router whatever. We got that one synced up now I got the second one I'm only going to plug the second one into a power source to link it up to this one right? Okay so just plug that in.
15:00
Speaker 2
no, no sir. So we're going to connect it wirelessly. Yes sir. How far is it from your parent, uh your main router, sir? So we usually call the main, router. Okay sir. And then
15:00
Speaker 1
Okay it's plugged in it has a blue light okay that makes sense it wants to link up with this router and here then you unplug it and take it out there once we know it's linked up I'll just plug it in over there close to that one and I can get either way I don't think it shouldn't this one's designed for excuse me Why does it say 5400 square feet 80 plus devices? On the box is the. Are these designed for a 5400 square foot home? Yeah, that's what it's not. Okay, so now the light on this second one is pink. doing what it's supposed to do. Five times.
16:00
Speaker 2
Yeah, cause technically, once you connect it, it will be creating a mesh system. So, the coverage will expand. And the number of devices that you will be able to connect to the Wi-Fi will also be multiplied. Mhm. All right. So, um, the same thing we did earlier. So, for us to add the child node. So, we call it the child node, um, you just have to press the reset button five times on the parent node or the main router.
17:00
Speaker 1
So, the one I plugged in is pink. I don't want to touch it. I want to go back to the original one. That had already turned blue and hit it five times on the reset button. Okay, here we go. It blinked red real quick. Okay, well, it's a solid blue now. Well, it's still blue.
18:00
Speaker 2
not on the child node, okay? The one that is connected to the modem, that's where you're going to perform the five press method. Exactly. that's right. it means it's on pairing mode. all right, then let's just wait for three minutes. uh... two to three minutes. uh... that's a that's fine.
18:00
Speaker 1
Okay. It's not changing color or anything. It's just blue. When I hit it five times... Huh? Okay. Okay. Is it supposed to turn... It's not blinking. Well, the one's right next to it, the modem, and it's probably, I don't know... 20 feet? 20 feet away. [silence]
19:00
Speaker 2
This is a normal light pattern. Uh, it won't change, sir. It won't change. It won't change. That will remain solid blue and you'll know if it's now communicating with the child node: the pink one, I mean, the the the node with the pink light. If uh the the pink or the node with the pink light will start blinking. It's not blinking. Okay, that's fine. How far is it from your your main one? [silence] near the parent node or the main router, because 20 ft is kind of far for us to be able to add the child nodes. Uh, okay. Um, no, that's, that's, um, that's normal, sir. Actually, it will go back to a pinkish red, light.
19:00
Speaker 1
Good. They're only about four feet away now. Okay, so the second node or whatever you call those nodes, that one's pain. Child's pain. Child mode. Well, the child node is now pink. Okay. One, two, three, four, five. We want to take this
21:00
Speaker 2
four feet away it that we that would be better if its four feet away uh... the main one we call it parent node and the second one we call it the child node Okay, so let's perform the five press method again on the parent node
21:00
Speaker 1
Now the parent node turned pink. It looks like they're communicating. It's blinking pink now on the parent node. And the one on the other node's slowly fading in and out pink. Now the parent node is blue. Red. And the child node is blinking red. Okay. And what did, what should they both turn blue when they're ready to go? All right, we're waiting for that one to turn blue now. Once it turns blue, we just unplug it and take it to the other building. Okay. All right,
22:00
Speaker 2
All right. Uh-huh. Mhm. Okay. That's good. All right. So let's just wait. Okay. That's... That's... Mhm. Well, that is... Okay, that's a good uh indication, sir. Uh, the child node is now communicating with the parent node. So let's just give it some time before it to to be connected or added to the network. Yes, sir. Mhm. Uh-huh. Mhm. Exactly, sir.
22:00
Speaker 1
Let's give it a minute. What if we ever have a power outage or something like that? Does all this have to be redone again? And if the child node gets disconnected, we got to bring it back close to the parent node like we just did. I see. And we don't have to have this up high, low or nothing like that in the other building, right? We can just put it on a counter somewhere.
23:00
Speaker 2
I'm not really sure, because normally it will just return to a solid blue light, but sometimes the child node will get disconnected if there's a sudden power outage. So you need to, you just need to unplug it and then plug it back in and wait for it to be added, then bring it back to where you used to place it.
23:00
Speaker 1
Well, it's going to be more than that. It's going to be more than that. We're going out of this house and into another building. It's less it's about 80. Okay, it turned blue. I think you're right. So, I should probably keep it like in the one house. I'm going to put it in a glass window, closest to that building. And then, goodness excuse me, sir. [silence]
24:00
Speaker 2
as long as is within 30 to 50 ft away from each other. So for I see, um, you probably probably need another one, sir. Yeah, you probably need another one. All right. Give it some time. I mean, give it at least 30 seconds just to make sure that it will remain a solid blue light.
24:00
Speaker 1
um so i'm sorry oh i'm not feeling good this morning my friend oh um one second it's a it's a it's a solid blue so you want me to unplug this now and take it to the other building No it's about it's about it's about 60 feet 60 to 80 okay let's unplug it I just unplugged it the child node
25:00
Speaker 2
Hello, sir. Is it still solid blue light? Yes, sir. So just to set your expectations, sir, we we normally suggest For better communication on both your nodes, we highly suggest to put it within thirty to fifty feet away, but if you say that it's more than eighty feet away, you probably, Okay, you can you can try, yeah, you can try to set it up like that, then let's see what will happen Uh huh.
25:00
Speaker 1
Now I'm going to carry it over to the other building. All you got to do is just put it. I'll get it on that ball out of the room. Okay. Okay. All right. There's only one place we need. It's right there. Yep. Oh, there we go. Bringing material to the shop? Thank you so much. I'm Just bringing it over here. Thanks, guys. All right. So, I'm going to plug this in. Let's see what happens. It's blue. Is that what it's supposed to do? Logged in.
26:00
Speaker 2
Uh huh. yes yes sir, that's a normal light pattern, sir every time you unplug it? that's uh that's the expected light indicator, so you just have to give it at at least two minutes every time you unplug it or plug it back in. that's normal sir. Exactly. All right, um give it yeah, give it at least Mmm. Mmm.
27:00
Speaker 1
red, uh, red, green, uh, blinking blue, I mean, it's trying toacin. Looks like it's solid blue. So, solid blue, that means they're communicating, right? So, how do we know how strong the signal is? How do we know how strong the signal is?
29:00
Speaker 2
yes, sir, all right, that's good, uh, let's give it at least 30 seconds just to make sure it will remain solid blue, okay, yes, sir, I'm sorry, uh, you probably need to download the Linksys app in order for you to monitor your device.
29:00
Speaker 1
Okay, so can we- can we do that? Let's see. So I go to the app store, right? Elle App store. Continue. Okay. Hey, dad, why don't you come out here? Do you have your phone on you? Do you know how to go to your app store? Let's see, I'm gonna search
30:00
Speaker 2
So you can. Yes sir sure. Yes and then you look for Lynxess Wi-Fi
30:00
Speaker 1
so is it linksl opss smart Wi fi or I don't know. VLOP Smart Wi Fi, okay, right here. Yeah, it shows a router administration setup controller. It's got like two L's and a dot, right? That's the one I want, smart Wi Fi. That's the one you want. [silence]
31:00
Speaker 2
[silence] [silence] Yes sir. Those are exactly those one.
31:00
Speaker 1
Okay, so now it's saying to open. Manage your Wi-Fi, set up a new Wi-Fi? Manage your Wi-Fi. Oh, okay. I see. Okay. Now it's demanding. It's asking for an email and a password. Okay. It's not allowing me to skip it.
32:00
Speaker 2
uh manage
32:00
Speaker 1
L, S, TJF, 45. I'm just going to do something. I'm going to put. managed settings. Looks like your email and password do not match. Okay. doesn't have to match uh this is my parents that I'm helping do this. Do I have to have his email address in here? [silence]
33:00
Speaker 2
Mhm. Just make sure, sir, that you're putting in the exact password and email. Mhm. It depends on you, sir. It's actually on your own discretion whether you're going to put your parent's email or your own email, if you want.
34:00
Speaker 1
Now I'm confused. Because it's asking for my email address and it's got a match. What do you mean it's got a match? [silence] Those linus instructions. What? [silence] It's saying connection to your router, but then it says, looks like your email and password don't match. Try again or reset your password. I don't want to reset a password. What password's it trying to get? My email password? Mm-hmm. [silence] It says manage. [silence]
35:00
Speaker 2
analyzer okay is there no instructions there uh... what are the instructions there for there is an option for you to um to skip that one
35:00
Speaker 1
manage your Wi-Fi. That's what I'm gonna hit. Manage my my Wi-Fi. It's asking for a user and password. Wi-Fi from the list. Hang on hang on hang on a minute. I got to connect my router. I'm already on that Wi-Fi. [silence]
36:00
Speaker 2
okay okay okay yeah yeah okay okay okay okay ensure that you turn on your Bluetooth as well
36:00
Speaker 1
[silence] My Bluetooth is on and I'm on French Starlink. I need to go to French 2G. Chappelle, my phone, my phone once connected to return here, that's what I've done. I'm connected to my Wi-Fi. So it's unable to detect the connection to your Wi-Fi. Try the steps below. And it says, I already did that, so see more tips. and it says to restart your router if you're having trouble. I don't want to restart anything.
37:00
Speaker 2
What did he say again sir? Mhm. and then he says mhm mhm no need for that one sir um how about this we can set it up or
38:00
Speaker 1
yes well okay my readers where they at my readers now i'm gonna go to [silence]
39:00
Speaker 2
Did you write your Wi-Fi name and password through the Linksys web UI so instead of the Link sys apps. or do you have a laptop you can use. Let me just
39:00
Speaker 1
I'm on my laptop, where do you want me to go? Link sys. I know it's connected to the Wi-Fi. Hang on. I typed in what in the browser? On the address bar, like where I'd type in internet.com, whatever. What do you want me to type in?
40:00
Speaker 2
Okay. Uh, so open a browser. Uh, make sure first that your, your laptop is connected to the Linksys Wi-Fi. Okay, so let's open a browser, and then on the browser, uh, I mean on the address bar, you type in 192.168.1.1. Yeah, open a browser, and then on the address bar, not on the search bar, okay? Mhm. Yes, yes.
40:00
Speaker 1
OK. Huh? Well, double slash TK.
41:00
Speaker 2
ok so type in http that's hotel tango tango papa all right Colin double forward slash that's right and then my router my router.local. hello sir you're cutting in and out silence
41:00
Speaker 1
God. Okay, so I'm on my laptop. I typed in HTTP colon forward slash forward slash my router what what do you want me to type in after my router dot local? Hmm, can't reach this page. My router dot local.
42:00
Speaker 2
Hello. Okay. Can you try to find my router default local IP address? Hmm. Do I have 1.1.1.1.1.1? Huh. What's the average?
42:00
Speaker 1
Yes. Check if there is a typo in my router dot local. It's not coming Up, man. When you say loco, is that L O C O or A L L? Okay. That's what I punched in. What do you want me to do now? [silence]
43:00
Speaker 2
uh, ok, So, uh, instead of my router dot local, Let's try this one, h, L O C A L. local. alright, so, instead, uh, type in, h T T P, colon, double forward slash, 192.168.1.1
43:00
Speaker 1
and go? Now it says Starlink. You are connected to Starlink. And it says not secured. Mhm. advance? Nothing? No. Doesn't give me advance? I'm connected to Starlink. My internet. Oh, wow.
44:00
Speaker 2
Yes. You 're connected okay star link not secured it's showing not secured okay. Can you see there advanced? Are you connected to the Linksys Wi-Fi or to your you need to connect that's why sir you need to connect to the Linksys Wi-Fi you can't access the web user interface if you're not connected to the Linksys Wi-Fi. [silence]
44:00
Speaker 1
So what do you mean? I don't have feet. The L set up. Is that the L set up? Okay. So how do I type in? What do I type in there? Oh geez, man. Why wouldn't you tell me that? I took a picture of it already. [silence]
45:00
Speaker 2
So, so, so on your Wi-Fi settings, you look for the default Wi-Fi name. That is indicated underneath the laptop. Laptop. Laptop. Yeah, that's it. That's it. And then use the default Wi-Fi password. That is also indicated on the router. The main one. Type in the default Wi-Fi password. It's located underneath the device. Underneath the device.
45:00
Speaker 1
[silence]
46:00
Speaker 2
Hehehehehe all right. So, you don't have to add the password unless there was a password. The password sir is the one that is indicated in the router. [silence] So there's the password. [silence] Oh [silence] So, there's the password. [silence] so they will navigate this and got to the stuff. There we go [silence] All right. So here. All right. So [silence] All right oh. So [silence] Just adapt sir. Okay. Make sure that we have a good network, please. Okay. [silence] List [silence] I just noticed that as well, but all right. [silence] Okay. Now, let's do the same steps for the semi-wire part here. [silence] So go to. [silence] [silence]
46:00
Speaker 1
back inside the house and take a picture of the cause it's showing that's right and I'm not at the main one anymore, right? I'm outside. so let me go back inside and get the password and then we'll hopefully be back on the same page here it's going off again.
47:00
Speaker 2
the main one. You need to check the main one.
47:00
Speaker 1
Ah What power? you put it down already? Ah Okay, I'm going to go back outside see my laptop okay let's come back out here yeah, it's asking for the parent password. not the child Okay. it says no internet secured, yet it's showing it's connected. yeah, it's showing it, sir. I guess so. It says connected. So what do I do now? [silence] It says no internet secured, yet it's showing it's connected. sorry yet it's, it's showing it sir. I guess so. It says connected. So what do I do now? oh. okay. Q you it says no internet secured, yet it's showing it's connected. sorry, UGH. yet it's, it's showing it sir. I guess so. It says connected. So what do I do now? ok.
48:00
Speaker 2
okay, so you're now connected. Can you tell me what's the color of the light indicator showing on the main, uh,
49:00
Speaker 1
So you want me to walk all the way back in the house again. Okay. The main one's in the house. That's the parent one. The child one's out here in the garage. So now I'm walking back out here to the main house. My laptop is in the other location. So I'm having to get my exercise here, I guess. The light is blue on the main router.
50:00
Speaker 2
The main one. Yes sir. Uh huh. Okay. so since under is already connected UH I believe it's D exactly right? Ya exactly right? because we're getting so we're getting messages at this end that the UH connection has occurred?
50:00
Speaker 1
Okay, let me get back to the laptop so I can do that. Walking back to the laptop. Okay. Okay, Okay, Okay, now I'm back at the laptop. Now, what do you want me to do?
51:00
Speaker 2
Let's go back to the browser and type in the HTTP Col. Double forward slash.
51:00
Speaker 1
So http colon, forward slash double forward slash 192.168.1.1. I did see something connected to starlink.
52:00
Speaker 2
now you type in the same thing http double forward slash 192.168.1.1 that's right then hit enter You're still not connected to the links is a way flies for mm-hmm
52:00
Speaker 1
Well, I'm connected to, yeah, I'm connected to the, to Yi, yeah. I'm connected. What do I do now? It says Yi. That's what it says I'm connected to. Yes. I router dot local.
53:00
Speaker 2
So you're not connected to the bellop. You're connected to the bellop setup. Why don't you set up a new one okay. Can you try one instead of the IPs let's go back to router.local. I don't know where your parents exactly go. Why don't you do that. What you need is you need
53:00
Speaker 1
No, it says download the Linksys app for setup and I could what scan it too or what? No. Yes. On the first photo twice. What do you want me to do? Okay. It says waiting. Access Val-p. So it wants the router password again. It's asking for the router password
54:00
Speaker 2
Oh, uh, no need for that one. Uh, is there an option for you to continue? Okay. Can you see two photos of a phone? Okay. You click on the photo twice. Click the photo of the phone twice, any of the two phones. Okay. Uh, you, you tap in the admin, all lowercase. Okay. [silence]
54:00
Speaker 1
I've got the I've got the password. Why wouldn't I type in the password? What's that? What's an admin password? So I'm confused, man. What do you? It says access Valet. Router password. It has the ADMIN. And then it says username. What's the username? [silence]
55:00
Speaker 2
Yeah, the default browser password is your is admin, all lowercase. That's that's the Wi-Fi password, sir. It's not the router password. So, the router password is your admin password in accessing the Linksys web web UI. It's for the web user interface. It's your login credentials for the router web user interface. Uh, the router router password. Yeah. Just enter admin, sir. All lowercase. Try it. Yes, sir. [silence]
55:00
Speaker 1
yes what's the username so I can save the password. [silence] I can't. I can't. Can't you tell me what the username is for this thing. Your password will auto fill the next time you are safe here Microsoft. Never mind. I just won't worry about it. Not now. Okay. What do you want me to do. I'm logged into Link's Smart Wi-Fi. It says this device is connected. It says the router's connected. The internet's connected.
56:00
Speaker 2
Username, you ask for your username? Just to confirm, sir, what's your laptop? So it's, it's it's on your laptop, it's your laptop's settings right.
56:00
Speaker 1
just came up said filmware firmware update available should I hit update? Wi-Fi settings Okay I'll just set it see okay so I'm going to type that we can see links L-I-N-K-S-Y-S
57:00
Speaker 2
no not yet because it would take some time so let's go to um Wi-Fi settings under your router settings do you want to change your Wi-Fi name and password you can change it there just type in on the Wi-Fi name and type in your own password [silence]
57:00
Speaker 1
meet. And then password will be the same as your other, right? Oh, yeah. Now do I hit okay or apply? [silence] you're updating Wi-Fi settings. Do you want to continue? Yes. [silence] [silence] Applying changes. Your router is applying changes. [silence] says it may cause devices to [ silence] [silence] temporary lose connectivity. [silence] This may take a few minutes. [silence] Please wait until the operation has completed. [silence] router not found. [silence] You are not connected to your router. [silence] So, [silence] what do I hit? [silence] re-entry? [silence] Okay. [silence] Hang on. [silence] I hit re-entry. [silence] It's [silence] You're not connected to your router. [silence] If you're using a wireless connection, [silence] click the wireless feature on your computer or, [silence] Okay, [silence] Okay, [silence] so it's saying I'm on the French 2G network [silence] now, not on the other ones? [silence]
58:00
Speaker 2
Yes, sir Cass, you just changed the Wi-Fi name and the password, so just have to reconnect issue, go to your Wi-Fi settings on the laptop.
59:00
Speaker 1
Man, this is crazy. It's not showing it's changed. It's showing that up. Why did we even do that? Why did we even do that? Yeah, but why did you even ask me to do that? Okay. So I'm going to turn off, I'm going to turn off the Wi-Fi all together. Okay, I'm going to turn off the Wi-Fi and now I'll turn it back on. And it shows links now.
60:00
Speaker 2
Sir, you just changed the Wi-Fi name and password, right? So, uh, try to try to turn off your Wi-Fi and turn it back on. Uh, I asked you earlier, right? If you want to change your Wi-Fi name and password. Because it's for your own security as well. All right, Sir, you don't have to shout, Sir.
60:00
Speaker 1
Okay. Now it's saying I'm connected. So, do I hit apply, or do I hit okay? I thought we already did that. Okay, now we're all connected. Yes. Yes. Now we're all connected. Okay. Now what do I do? Well, what use-- is this gonna? [silence]
61:00
Speaker 2
Just hit apply did you already reconnect to the Wi-Fi the one that you you name your Wi-Fi all right sir that's good to hear so anything else that you wanted to configure or wanted to do with your Wi-Fi
61:00
Speaker 1
Linksys Smart Wi-Fi thing. What use am I going to get from this? I wanted to check to see how strong my connection was. That's why we started this whole journey. So how do I, so tell me this. Tell me this. I I said, how fast is it? So I was going to download it on my phone. It wouldn't let me do it. So he said, do I have a laptop? So I got on the laptop. I've done everything he said. Now I logged into link Linksys Smart Wi-Fi. It's got a list of items down below it, device list, guest access, parental controls, all that shit. So why did you even have me go to this if I can't check the speed of my internet connection? It even has one right here. It says check. [silence]
62:00
Speaker 2
I'm sorry? Mm-hmm. Yeah, you can actually open a tab. New tab and then you type in fast.com to check your. Ah.
62:00
Speaker 1
Right, fine, if I click on that, it says testing download speed, and hit OK, is that what I need to do? I hit Check Speed. It says, test again, test again.
63:00
Speaker 2
Because earlier, we were supposed to log in to the Lynxys app, but it turns out you can't log in. So, I asked you to log in to your to the web user interface so that we can integrate it with the system and you can easily connect it to your Lynxys app. So, we can check the speed there. There's an option on the web user interface, speed check under under device prioritization. Yes. Click on that.
63:00
Speaker 1
speed check is busy right now try again in a minute. Are you there? So it says speed check is busy right now trying a minute, so I'm gonna test again. Testing download speed. It's testing upload speeds.
64:00
Speaker 2
yes sir okay speed test powered by
64:00
Speaker 1
It says it's testing. It's not giving me the speed. testing. Oh, here we go. Now it says 99 point 99.066, and it has an arrow facing down. And then it says 63.7 and it has an arrow pointing up. What does that mean? And it says 21 MS team. What's that mean? So is is that's so is this supposed to be a good speed?
65:00
Speaker 2
Is it. [ silence ] showing? [ silence ] Mm-hmm. Download, okay. [ silence ] That's your upload. [ silence ] Uh the ping is like the latency of your uh internet. So that's. [ silence ] Yes, sir. Cause it, the speed is actually also. [ silence ] Dependent on your subscribe speed. So [ silence ] And
65:00
Speaker 1
What would a bad speed be? well we have, yeah, from Starlink you mean? Yeah. We got the best one they had to offer. I don't know what they call it, High Speed Internet. Hmm. So while I'm here testing the speed, can I carry my laptop inside the metal building?
66:00
Speaker 2
Yep, uh considering the numbers that's actually fine that's working excellently. Well, as what I've mentioned sir it depends on your subscribe speed, do you know what's your subscribe speed? I guess. Yes. Like Yeah, but there's a specific speed like um you're subscribed to a 1 gigabit speed or just 500 um Mbps like that.
66:00
Speaker 1
And hit test again To see if it comes the same Let's see if it gives the same reading, right? Yeah So that that that modem in the house The modem in the house has picked up a really a much faster speed now that we put that in there, right? in here We should have a much quicker internet internet speeds too, right?
67:00
Speaker 2
Yes, you can. but um I believe you're near the the the the child mode right yeah you're probably connected to the child mode, so technically it's lower than the main one. 'cause the main one is exactly. I mean directly connected to the modem where it is your internet source come from. and yes you should. but that also depends on sir if
67:00
Speaker 1
Is testing so everything in this in this man cage let's see yeah it's a little little different.
68:00
Speaker 2
Your laptop switched to the parent node, I mean, it switched to the parent node's connection, but you can try to run a speed test though, [silence] Hello King hero mee Hello Hello Mm-hmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhmhhmhmhmhhmhmh
68:00
Speaker 1
We went from a 63.7 to a 19.6. What does that mean? I'm what? No, that's inside the main house. I'm in the detached structure. It went from 63.7 to a 19.6.
70:00
Speaker 2
So you're now near your main router? Are you near your main router right now? Uh, okay, so you're now, okay, that's actually pretty good, sir, considering you moved away from the main one. That's a decent um connection actually. That's already an excellent, if you consider the distance as well as your subscriber speed, if you know it. If your distance of your nodes from each other, it would really decrease, but that's actually fine, that's actually normal, because your other node is connected, your child node is connected wirelessly. And there is what we called half duplex. So considering that your node is connected wirelessly, so instead of your subscribe speed, it will get half of your subscribe speed. For example, if you are subscribed to a speed of a 500 Mb/s, that would be the speed you will be getting if you are connected to the main one. But if you are connected to the child node, the child node will only get half of the the speed that you are subscribed to. So from 500, it will be divided to 250.
70:00
Speaker 1
Well, we've got the best one they offer. I don't know what it is, but it's a high speed. So we should be good to go, right? Everybody's working together. Okay. I have that app for Darkling. I tapped it in and it brings up this shit. Yeah, but that's not showing us the modem, I don't think. What shows us. Well, you've got great King access. Look at that shit. Oh, 99.99. That was inside there. Yeah, I think we're good, Pam. All right. Well.
72:00
Speaker 2
since it's connected wirelessly. So, that's actually, um, already a good speed. But then again, as what I've mentioned, that would also depend on your subscribed speed from your ISP. Yeah, um, well, that's actually already good, sir. But, uh, anyway, you you can uh. Yeah. Sir.
72:00
Speaker 1
I appreciate your help, sir. Thank you. I appreciate it. Bye bye. Good one. Yes, sir.
73:00
Speaker 2
Alright, sir. Thank you so much for your time and for helping me out with the troubleshooting as well. Alright, bye for now.
73:00