V2 Rubric Detail — ec56a4cc-6395-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 23:58
Duration
68m 0s
Contact
Herlinda Torres
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132702
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall64.8% (+44.8)

V2 Grader Summary

The agent achieved a successful resolution by resetting and reconfiguring the MX6200 mesh system, which the customer confirmed as working. However, technical inaccuracies — notably directing the customer to use myrouter.info (incorrect for MX6200) and misnavigating the UI — reduce the rating on T3 to Not Met. Despite disorganized troubleshooting and high customer effort, ownership and empathy were strong, leading to a final outcome of Successful Resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at 62:00: 'Yes, it's working.' Agent verified both laptops connected and online, and successfully re-added the child node.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent attempted multiple access methods (192.168.1.1, myrouter.info, myrouter.local), reset, and reconfiguration, but troubleshooting was disorganized and repeated steps unnecessarily.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting (reset, re-pairing, config) instead of premature escalation or RMA, which is correct for a configuration/connectivity issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified red/white LED, no internet, and admin access issues, but failed to ask early about ISP status or perform a direct modem test to isolate the issue.
T2 Met Appropriate tools / resources used conf 85%
Agent used correct tools: web UI access, factory reset, 5-press method, and IP verification. No required tool was omitted.
T3 Not Met No misinformation conf 90%
Agent incorrectly instructed use of 'https://myrouter.info' (for SPNM60) on an MX6200 (uses 192.168.1.1/myrouter.local). Also misdirected to 'CA' instead of correct UI path.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent placed holds and gave some expectations, but lacked clear framing, had long silences, and failed to maintain smooth transitions.
C2 Partially Met Confirmed understanding conf 70%
Agent used technical terms like 'CA' and 'C.A. radio setup' without explanation, and repeated complex steps without confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all steps, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 70%
Agent set hold times but provided no follow-up plan beyond 'call us if needed' — no timeline or proactive next steps.
O3 Not Applicable Closure confirmation conf 95%
No indication of prior contact or case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'Thank you for patiently waiting,' 'I'm so sorry for that hold,' and acknowledged customer frustration.
X2 Partially Met Tone & rapport conf 70%
Agent matched customer’s pace but used confusing terminology (e.g., 'CA') and did not simplify instructions despite customer confusion.
X3 Not Met Overall experience conf 85%
Customer had to repeatedly re-enter URLs, reset devices, and re-authenticate due to agent’s unclear guidance, increasing effort.
Call Transcript112 turns · 119 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. Hello? Hello ma'am, this is Kayla from Linksys. I'm calling you back. Our call got disconnected. All right. okay. Just click on advanced and or continue or proceed. But, yes, click on proceed.
00:00
Speaker 2
Itself is not Okay We're getting a message. your connection is not private. This server could not proof and then uh, click on proceed. Okay, then it says this site can't be reached. Let me try it on my phone.
00:00
Speaker 1
Okay. Is it's page cannot be displayed? Okay. But on the Wi-Fi icon, it still shows connected, correct?
01:00
Speaker 2
Okay. It's over here. I'm gonna use his cause mine is not allowing me. It says checking for internet. [silence] Okay. [silence] It says no internet connection. Your internet might be down because of a local power outage or says login to router, try again. It just says no internet connection. [silence] Yes, but the the router
01:00
Speaker 1
It has red light. How about the modem? Is it still blue? Okay. Okay. On your computer again, ma'am, um, we can still access the link even though the light is red. Okay. Kaylee, um, again, um, on the Google Chrome that you have, okay, you still have the 192.168.1.1, right
02:00
Speaker 2
[silence] Yeah, there's a red light on the router now. [silence] Um, yes, the modem is still blue. [silence] Two blue lights. [silence] [silence] My guess is something is not proper with the router? [silence] [silence] Have you done a couple of problems? [silence] Yeah, multiple pips. [silence] Okay. [silence] Let me just look up to see if I can see details or any other things as far as blinking. [silence] [silence] Huh? [silence] Let me check to make sure I have the right resources. [silence] Okay. [silence] Huh? [silence] [silence]
02:00
Speaker 1
on the computer on the laptop they still have the Google Chrome right okay Kelly then on on that page man on Google Chrome Kelly refresh the page to re access one nine two dot one six eight dot one dot one still no the one that has no internet connection.
03:00
Speaker 2
Okay, did not understand what you just said. Tell me again, please. Yes. Back to the incognito tab or where it says no internet connection, which one do you want me to refresh? Thank you. Is there anything else?
03:00
Speaker 1
but on the address bar still shows 192.168.1.1. OK. Okay. Can you erase, everything, Ma'am, on the address bar? Can you erase everything, Ma'am? OK. OK. And then can you tap this link again? HTTPS? and then colon
04:00
Speaker 2
no internet connections. [silence] it shows it says 192.168.1.1/ui/1.0.99.21.6738/dynamic/PMP all this bunch afterwards. [silence] Okay. [silence]
04:00
Speaker 1
https://my router . info. now click on advanced
05:00
Speaker 2
Uh-huh? Yes. Your connection is not private to my router. Dot info. [silence]
05:00
Speaker 1
Okay. Still no internet. And the light again on the router it's still red. Um, can you check mom if this computer can connect to the internet right now? Can access any website?
06:00
Speaker 2
No internet connection. But it says no internet connection. Uh-uh. Uh, no. It's white.
06:00
Speaker 1
Speaker 1
07:00
Speaker 2
But it's still on incognito. Um, okay, let me try YouTube. No.
07:00
Speaker 1
Uh, this computer, ma'am, on the Wi-Fi icon on the top when you click on it, does it show a check mark on valve setup? Okay, even other computers right now, have you tried connecting it to develop setup and check if the Internet is working? [silence]
08:00
Speaker 2
No, there's no Wi-Fi. [silence] Um, yeah, it does. [silence] Um, but in my, my, it's not working. Um, I have mine connected to that Velo setup and, and I, it doesn't let me look anything up.
08:00
Speaker 1
but the light right now on the router shows, um, white, correct? Okay, ma'am, um, the one that you're using now, the one that we are using is your laptop, right? And you mentioned that you have your son's laptop. Your son's laptop, is it Mac also? Um, Can you, Uh huh. Okay. Okay. On your, um, second laptop, ma'am, Can you like, also try to connect to,
09:00
Speaker 2
it shows white yeah it is also the Mac like when I go to YouTube it says it on the on YouTube, it kind of says premium and then it says connect to the Internet you're offline.
09:00
Speaker 1
Yeah, HTTPS:// and then slash, slash, 192.168.1.1. That will be on the second computer, ma'am. Let's try it. Um, yes.
10:00
Speaker 2
gosh. Um, You want me to go back to the Ultimate, um, when, when that's in incognito.
10:00
Speaker 1
Rather turn to red yes that is on your second laptop right
11:00
Speaker 2
okay so now the now the light turned red are you there now the now the router light turned red um it says no internet connection jash uh yep
11:00
Speaker 1
Okay. On your second laptop, Ma'am, can we ... same thing on incognito mode. Can we erase everything on the address bar and then, let's access again, try this link. That's HTTPS. And then colon, forward slash, forward slash, My. router.local, Okay. The right after you click on proceed, it will prompt no internet connection. Okay. Okay. Okay, but on the address bar, on the address bar right now it shows HTTPS colon forward slash, forward slash, my router.com.
12:00
Speaker 2
No, no internet connection. I have to go all the way to the. It says, it says it has no internet connection. Your internet might be down because of a local. It says, We start and then, then it says, this router has been factory reset. All settings have been restored to factory defaults. Continue. Welcome. Enter your router password to proceed. But but at the very top it says no, it has no internet connection. So, I don't know.
13:00
Speaker 1
Local. OK. Yeah, my router dot local. So https colon forward slash forward slash my router dot local. Can I advance OK and then proceed. After you click on proceed, what happened
14:00
Speaker 2
No, it switched back to the, let me try again. My, what did it say? My router locos? It, it, it says your connection is not private, advance, proceed to, my link. And then, um,
14:00
Speaker 1
Okay, uh, this is, again, ma'am, this is on the second computer, right? All right, um, can we check what's the IP address of this computer, ma'am? Same thing, go to the Apple menu and then system settings. Did you click on the Apple menu and then system settings or system preferences?
15:00
Speaker 2
No internet connection. Yes. Yes because my won't go in uh incognito, mine won't do that for some reason. Um, Center General. Um,
15:00
Speaker 1
System settings. System, ma'am. Network? Again, after system settings, like network. And then, after network, um, click on Wi-Fi.
16:00
Speaker 2
About this Mac or system settings. Okay, and then about. Okay, um let me see back that. So you know, um network. After network where again?”
16:00
Speaker 1
after system settings, network and then after network Wi-Fi. Yes. Yeah. Details and what is the IP address? And how about the default gateway? default gateway or a router? Yes. Okay, thank you. You close this page, man. I'm
17:00
Speaker 2
and then details or it's 192.168.1.69 the what again okay the router the router is 192.168.1.1 [silence]
17:00
Speaker 1
Then again, can you try to access a new website, ma'am? What's the color of the light on the router right now? You cannot access any website? OK.
18:00
Speaker 2
Now it's like. There's no, there's no Wi-Fi. No. [silence]
18:00
Speaker 1
Okay. May I'm going to get your information rule for 3 to 5 minutes. I'm just going to verify this. Yes? Yes, ma'am? Yes, ma'am, because there's like possibility that it's an unstable connection.
19:00
Speaker 2
Oh, I see something now. Hello. Hello. It looks like it looks like those it looks like there's Wi-Fi, but but my my issue is that why is the you know what I mean? Like there's obviously an issue with the router. You know, um, it shouldn't be turning white light and red light and white light and red light correct?
19:00
Speaker 1
I do understand with that, but here's the thing. Um, Spectrum can check the line, okay? But, um, they cannot, um, check the direct connectivity from the modem to the device itself. They can check the line that there's nothing wrong with the line going through the modem. But what what we are going to do is like, if possible, we could test the connectivity that's coming out from the modem. Okay? And we can only test that by testing also a computer which will be connected straight to the modem. Because Spectrum, they can only check the line from their end going inside the modem. But they haven't let you try to check coming like from the modem going out, okay? If that thing is, um, stable. Yes. it's kinda communicating to the internet and then after a few minutes it will disconnect then after a minute it will connect disconnect that's why we also if this is the thing that uh what's going on on the router ma'am we recommend it to like uh just to isolate the problem by um connecting a computer straight to the modem and test there if there will be no disconnection because we already uh we uh-huh we already uh-huh uh-huh [silence] right now what's the color of the light on the router ma'am it's still red uh-huh it's white uh-huh it's orange huh it's blinking [silence] uh-huh
21:00
Speaker 2
[ silence ] yeah, there's no way we can do that anymore.[ silence]since we don't have that access anymore.[ silence]yeah, most of the laptops you can't really do that anymore. [ silence ] yeah. [ silence ] uh--so--okay. [ silence ] right now it's white. [ silence ] now, can you do me a
22:00
Speaker 1
Yes. Yes, madam. Because, um, we are not yet done, um, setting up the wireless part of your, um, node right now, with the parent node. That's why we are going, we're personally accessing the router page of your parent node so that we can input your wireless name, the one that you set up before, okay? And then, um, so that the other node can connect it back to the network. [silence] Um, when they, right now the light on the router is, um, it's white. But the.
23:00
Speaker 2
Yeah, can you do me a favor and check, why it shows up as three, there's like three routers showing up. Why are there three routers showing up? and the the node is still red Uh huh, okay.
23:00
Speaker 1
Laptop cannot access any website. Right? It access like YouTube. Is that on your computer or on the second laptop? Okay. Um, can we try again accessing the 192.168.1.1? 192.168. Yeah, the https. 168.1.1. Yes. but still nothing happens. Okay, can you type the password, ma'am? The ones at the bottom of the parent node? Yes, Okay, just leave it off, ma'am.
24:00
Speaker 2
Uh, it says welcome. Enter your router's password to proceed. uh, okay, You want me to enter that? It says, turn on guest network to create a separate Wi-Fi network. Okay.
25:00
Speaker 1
Then turn it on. You don't need uh you're not using gas network, right? Okay, uh yes. Okay. Um, what's on your screen right now? That it shows two um Okay, kindly click first on um the there's a link there, right? Okay, can I click on it? Okay, yes. Tap the password again. Okay, so it asked you to change the router password ma'am. Please create a new router password, at least 10 characters, one special character and then at least one capital letter. This is different from the Wi-Fi password ma'am.
26:00
Speaker 2
Uh-huh. Yeah. Okay, it says access router. Do I put the password again? I'm sorry. It says, we've updated our password requirements to be more secure. Oh, different from the Wi-Fi password.
27:00
Speaker 1
Yes, this is router password. It's a password that you're going to use if you access the 192.168.1.1. we call it router password. Um, yes ma'am, but we do suggest create a password that is easy for you to remember or you can create a hint. Like if you click on, if you forgot the password, you can click on hint, then once you click on hint, you will be remembering that password. once you have that hint.
28:00
Speaker 2
But I'm not going to remember this like it's not something I need to remember often, is it? My God. Guys, should I name it? I'm not going to remember all of this. Yes, well, you do.
28:00
Speaker 1
This is router password, ma'am. Okay,
29:00
Speaker 2
Yeah. [unclear dialogue] [silence] Wait, what do you mean your explanation phone? [unclear dialogue] Oh, I'll just write it here. This is the Linksys password, and then the other one is the Wi-Fi password. Let me send that. [silence] Um, yeah, um, because I'm trying to write it down somewhere.
29:00
Speaker 1
Thank you.
30:00
Speaker 2
Okay. And then I click on reset. It says your password cannot have the same character twice. Oh, okay.
30:00
Speaker 1
[silence] Okay. You have there the links for Smart Wi-Fi. [silence] Okay. Uh you are now in the Lynx web page ma'am the router's page. [silence] Um Kaylee scroll down and then you will be able to find it there the End User license agreement. [silence] and then on the far right there's an option CA. [silence] Kaylee click on CA ma'am. [silence] Um did you scroll down the? [silence] Okay. Yes. [silence]
31:00
Speaker 2
Okay, now now there's um, there's this screen with a bunch of stuff on it. Um, okay. Say again because it looks, it I didn't see what you're saying. I'm on the page that says, Yeah, I'm on the page that says links to Linksys Smart Wi-Fi. It says your admin password is
31:00
Speaker 1
I'm sorry. What's on the screen again? All right, okay. And then you have their device list, guest access, right? Okay, Can you scroll down, ma'am? Scroll down the page. And then at the bottom, you can see a very tiny writing. That's the end user license agreement, privacy statement, right? Okay, on the far right, there's the word CA. Can you click on CA? Yes, click on CA. Yes.
32:00
Speaker 2
OK. Yeah I'm on that page. Links to Linksys Smart Wi-Fi. Your admin password is successfully reset, and then it has Linksys Smart Wi-Fi tools on the left. I don't see that. Oh, yeah. Device list, guest access. Yes. Yeah. Give me to click. Click on QM. OK.
32:00
Speaker 1
All right, after you click on CAM, ma'am, can I scroll up again? And then on the left side, there's an option there, troubleshooting. Can I click on troubleshooting? And once you click on troubleshooting, it will open a new page. Right below troubleshooting, you have their status, and then right below status, you have their devices and report. Carefully click on report. What is the firmware version? [sounds like rung] [audio gap]
33:00
Speaker 2
Okay. Yes. 1.0.14.216738
33:00
Speaker 1
and then you can see their connection type and then, uh, internet address. What is the internet address? Again, 192 dot okay. Okay. Kindly click okay. On the lower right, click okay. And then, after you click okay, kindly click on wifi settings. Cheers. All right. Under wifi settings, mom, this is your wifi name. You mentioned before, you have a different name, like a personalized name, right? [silence]
34:00
Speaker 2
yeah uh 192.630.54.246 six three dot five four dot two four six okay
34:00
Speaker 1
Okay. Can you change the name of your 2.4 and the 5 gigahertz if you can still remember. Kindly. Uh... Yes? Yes, the name that you have uh set up before. Yes, ma'am. Yes? Yes? Um yes. And then same thing with the password check. Um, did you also change the Wi-Fi password to the password that you have, um, set up before?
35:00
Speaker 2
The name of all the just just highlighted and change it. Under the 2.4. Okay. [silence] Okay. Are you there? What about the? Okay. [silence]
35:00
Speaker 1
[silence] Um, did you change it before, ma'am? Did you, um, like, separate the name or you only got the same name on all the, uh, on all the bed. [silence] Yes. Um, it depends, ma'm, but yes, you can. Let's try to use it, ma'm, uh, the same name. So you can put type on the five and the six, same name. Yes?
36:00
Speaker 2
What about, do I change all of them?
36:00
Speaker 1
[ silence ]
37:00
Speaker 2
what should I do the password should I go back to Luke I am your father or is that what I when no no no what did I do what did I what did we have for okay we yeah Oh MSG okay what about the password on all of them do I change those as well [silence]
37:00
Speaker 1
It had the same password on all the, on the band. Yes, click on, apply. OK, once you click on apply, ma'am, since you change the name and as well as the password, your laptop will be disconnected from the network. So kindly click again on the Wi-Fi icon on your laptop and then go to
38:00
Speaker 2
Okay, when I'm done with that I just click on apply or okay? Okay, but
38:00
Speaker 1
click yes. Click yes, ma'am. Click okay. Yes, ma'am, click okay. All right. After you click okay, Kylie, then . Um, check on your Wi-Fi, ma'am. The Wi-Fi icon, you, check if you can detect now, the new name, or the name that you've changed, too. [silence] Yes, ma'am. Click okay.
39:00
Speaker 2
First click yes, right or no. Okay. Why by citing do I just click on okay? Okay. Um it's not.
39:00
Speaker 1
Does it shows? Does does it have a track mark on it? (Okay) Does it did it ask for a password?
40:00
Speaker 2
It's totally, it's not giving me, it's not giving me the option to enter the new passphrase for some reason. Okay, No. Okay. I think it's loading. Yeah, it's just...
40:00
Speaker 1
Okay. Can you check, how about, this is your son's laptop, right? Okay. Can you try the first one? Can you try to connect? If that laptop can connect?
41:00
Speaker 2
Okay. Okay, it's connected. The laptop's connected. Okay. That's, that's, yeah, this is the second one. Oh. Yes, it's connected.
41:00
Speaker 1
Okay, kindly check if it can access the internet. Kindly check your other node if the light turns, um white or um, blue. Okay. And while you're checking that, ma'am, can I place you on hold for just three to five minutes? I'm just going to check something here. I'll be back. Okay. Thank you. Can we bring that node near to the parent node, ma'am? Okay.
42:00
Speaker 2
um yeah, I'm sorry. Yep, I can. um, okay. Still read. uh, yes.
42:00
Speaker 1
All right. Just let me know if you're now turning on the the router, the second one. Is it the same model number, ma'am. Is it the same MX 6,200? Okay. All right, ma'am, while the router is booting up, can I again, place you on hold for three to five minutes.
43:00
Speaker 2
Yeah. Well. Uh same model number. Yeah.
43:00
Speaker 1
just going to check something okay thank you okay what's the model number yes That's the second router right the second one okay so ma'am again um can I please hold for 3 to 5 minutes I'll just need to check something I'll be right back Thank you. [silence]
44:00
Speaker 2
Yes, but oh, but this one is not it's not the same one though. Hello? This one, MX6200. Yes. I don't know. Yeah. Okay. So I'll just got fed up with me. [silence] Thank you. [silence] Yeah, uh uh. [silence] Yeah. The question is, I thought that they would set up like that. That's what they never think of. And then somebody said, oh, no, it's the weather. And then they think, oh, no, it's your internet.
44:00
Speaker 1
Hello ma'am. Thank you for patiently waiting. I'm so sorry for that hold. What is the color of the light right now on the second node? It's still red light? Okay. Ma'am we'll do a reset on this node. And then we're going to add it as a back to the network after. So press and hold the reset button again.
48:00
Speaker 2
Can you say something for me? I said let it work, right? Has it been that long? Yeah, it has. I've actually seen it work. Blinking red light. blinking red, yeah.
48:00
Speaker 1
on that second note, press and hold the Reset button for 20 seconds. The second node, okay? Not the main. Okay, let's just wait until it turns solid. Okay. All right. No problem.
49:00
Speaker 2
Yeah, I'm calling from a home, a couple of things down, intercity down, uh. Joe. Okay. I'm gonna, um, Give me, give me just 30 seconds, okay? If it's still blinking blue. Okay.
50:00
Speaker 1
yes ma'am yes i'm here i'm still here um okay all right um well waiting for the node don't worry ma'am in in case we get disconnected i will call you back right away okay and then on uh we're waiting for the node to be a solid blue let's go back to your computer solid blue okay let's go back to the computer the one that has the um Linksys Smart Wi-Fi um tool the one that we um accessed earlier
51:00
Speaker 2
Okay, I'm back. It's still blinking blue. Hello? No! No! No! No! No! No! No! No! No! No! Yes, I was about to cry. Okay. Oh, solid, solid. It's solid blue.
51:00
Speaker 1
do you still have that page? yes um i'm yes ma'am so do you still have that do you still on the links of Linksys Smart Wi-Fi right? okay um what page do you have like the cell wi-fi settings okay kindly um click on connectivity when you click on connectivity um they have the option on the far right like ca setup
52:00
Speaker 2
The one that we did the incognito or or do we still need to use incognito? Okay, yeah, it's here. Um, it says a device list guest access Uh priority speed test. Okay. [silence]
52:00
Speaker 1
C. A radio setup. Yes. And then after you clicked on C. A radio setup, kindly click on add wireless child node. Wireless wireless yes. Yes. Click on that and no not yet ma'am. Let's wait. Check if the added node is it like blinking right now. Okay. Let's just wait for that. [silence]
53:00
Speaker 2
um okay on okay okay click on that CA router setup okay add wire or wireless child mode wireless uh huh and then okay okay no okay now it's blinking Well yes now now it's blinking blue
53:00
Speaker 1
Okay, let's just wait until it turns solid. [silence]
54:00
Speaker 2
Oh, for 64 minutes. Well, that's the one you found on your house. It's still blinking white.
55:00
Speaker 1
alright, it's still blinking okay it's still trying to connect to it's solid now okay, can you click on done adding wireless node or adding child node yes I know ma'am, done, done adding child nodes yeah, yes okay they can click okay alright and then uh the light initially still solid blue, uh, solid white on the um, second node, right?
57:00
Speaker 2
Yeah. No. No, it's. It's. Solid now. It's solid. How add wireless child nodes? Again. Al final. adding child nodes. And then. Okay. Or not yet. Yeah.
57:00
Speaker 1
Okay. You may now unplug it again out from the power cord and you can relocate it again. So I can um return this one to its original location, okay? Yes. So we already added it from the to the network. All right. Let's just wait that will uh take like a minute or two or could be three minutes.
58:00
Speaker 2
Okay, disconnected and then, plug it back in where it was? Okay. Okay. Okay. So now it's blue again.
58:00
Speaker 1
[silence] What's happening? Like, they're doing an update? Like, it's doing its firmware update? Because when we try to do that, access the 192, it takes us time to access it, probably because the router was doing its, what they call it, auto-update. It's firmware. Since I think it's the auto-update and this is enabled. It's kind of like earlier when it started to white to red. Probably, they're doing an update because right now, after it turned into solid white um, after before um, after changing the Wi-Fi settings, it did not disconnect. It did not turn to blinking between white and red, right? Uh-huh. So, probably earlier, it was doing a firmware update. [silence]
59:00
Speaker 2
You're Burgess merchandise made in China.
60:00
Speaker 1
the second node right now is it still blinking white or it's still red? [silence] okay, it's still booting up. [silence] the two laptops are still connected and still online, correct? [silence] okay [silence] okay, good. they're now back connected to the network and double check again the two laptops if it is still connected and check if it's still online.
61:00
Speaker 2
It's flinking blue. Uh- huh. Blinking blue. Oh, okay. So this one, let me check. Okay. So the one that is a solid white light and the router is also on a, on a solid white light. Yeah. It's on now it's blinking blue. Okay. So let me try something. Let me unplug it and plug it in again. Okay. So I unlogin it now it's still blinking blue.
61:00
Speaker 1
Okay, all right. So, um, okay. So it's now back to the, um, online, okay? So basically, what we did here, ma'am, is we reset the, um, the router and then we configure, um, we configure it by using the five press setup. So remember,
62:00
Speaker 2
like, but okay, let me let me let me check. Um, um, I'm kinda slow. oh there the I'm okay. Yes, it's working.
62:00
Speaker 1
like we pressed the reset button, five times within five seconds. And then we also change the Wi Fi name, the Wi Fi settings. So the same name that you have set up before. Okay? So, is there anything else, ma'am, I can assist you with? Okay. All right. So, if you have if you still need assistance in the future, ma'am, just give us a call and just use your phone number as a ticket number, and you can pull up your record using your phone number. Okay? Okay.
63:00
Speaker 2
Mm-hmm. Um, no, that's it for now. Okay, you know what, before you go, let me look up the links.
63:00
Speaker 1
Yaz. Yaz. There are other - The one that you have just created.
64:00
Speaker 2
It says, we found a new network at this network to your account. Yes, right? Oh, oh, it's asking me for the router password. I know it. Yeah. Okay.
64:00
Speaker 1
uh-huh [silence] Yes, that's the main one router that's the main one, the one that's connected to Spectrum and then the other one, that's the other one that we call it as a child note. [silence] Okay, [silence] yes ma'am. [silence] So you have two nodes. One is a parent node, it communicates through your Spectrum, then the rest that's not um wireless connected then that's your that's the child node. [silence] So right now you've got one parent node, then one child node. [silence] Okay? [silence] So yeah.
65:00
Speaker 2
Okay, so when it's talking about two nodes? When it's talking about two nodes, it's talking about the router and a node? Uh-huh. Okay, all right, but but the but the router is a node as well, huh? Uh-huh. Okay. And I'm wondering why did it
65:00
Speaker 1
like on the nodes, ma'am, do you have three nodes indicated there? Uh-huh. Okay. Yeah, it might be that it did, but you only got two. Did you, um, before you have this router, ma'am, did you have like an old mesh router, like mesh nodes? Uh-huh. Uh, okay. Yeah, probably that's, um, yeah, yeah, possible, ma'am. But right now, after the reconfiguration, it didn't show up, right?
66:00
Speaker 2
show up as three routers the last time. Any idea why it would be showing up like that before? It showed up as under the router part. It showed like three and two of them offline. That's how it was showing before, but it was showing three. Mm-hmm. We had one router before that we returned because it wasn't working very well and we ended up getting two. Was that still showing up?
66:00
Speaker 1
Okay. Okay. So that now it's the updated, one just two nodes, parent and child, okay? So again, ma'am, so anything else? Okay, you're welcome. So thank you for choosing Linksys, ma'am. This is Carla again and have a great evening to you, ma'am. And thank you also for patiently cooperating with the troubleshooting. Have a great night. Bye. You're welcome. Goodbye.
67:00
Speaker 2
No, no, it shows us two notes. Okay. Okay. [silence] you too. Thank you. Thank you. Okay. Bye bye. Thank you.
67:00