V2 Rubric Detail — ee2ea026-7388-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 07:05
Duration
66m 3s
Contact
Philippe Desaegher
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135080
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership3.50/5
Escalation0.00/5
Customer Exp2.14/5
Overall27.9% (-20.1)

V2 Grader Summary

The MR9000 remained flashing red with no internet at call end; agent only promised a callback. Critical diagnostic steps (modem-direct testing, tool use) were skipped, and the agent provided inaccurate technical guidance about the solid purple LED. Despite polite communication, the case was left unresolved with no escalation or ownership completion.

V1 Case Analysis

Customer reports no internet after storm; MR9000 parent and MX4200 nodes flashing red. Agent attempted reset, default Wi‑Fi connection, router UI access, but issue not resolved; scheduled callback.

Troubleshooting Steps
  • Collected device information (model, serial, contact details).
  • Guided customer through factory reset and connection to default _linksys_setup_ Wi‑Fi.
  • Attempted to access router web UI (192.168.1.1) and modify SSID/password.
  • Checked WAN port LED, power‑cycled modem and router, and swapped Ethernet cable.
Key Observations
  • Agent never performed the recommended direct-modem speed test/isolation step (universal_isp_modem_diagnostics.md Step 1).
  • Instructions about default Wi-Fi SSID and password were vague and sometimes contradictory.
  • Call contained many pauses, repeated steps, and lacked a clear, linear troubleshooting flow.
  • Agent correctly identified the need to check physical connectivity but failed to escalate isolation properly.
Positive Highlights
  • Collected essential product and contact information early in the call.
  • Displayed empathy and politeness throughout the interaction.
  • Correctly guided the customer through a factory reset and default Wi-Fi connection.
  • Identified the need to check the Ethernet cable and suggested a replacement.
  • Recognized the importance of checking the modem's LAN port status, even if not fully executed.
Agent Errors / Gaps
  • Did not follow the standard ISP-modem isolation flow (Step 1: test modem directly) as per KB guidance.
  • Provided unclear or inaccurate guidance on default Wi-Fi SSID/password and router login (e.g., [14:00] 'link set up 68' vs. actual label).
  • Failed to verify WAN connection status before proceeding with UI configuration.
  • Spent excessive time on repeated, unproductive steps, leading to inefficiency.
  • Did not confirm whether the wall port was active or test it with a direct PC connection, missing a key isolation step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The MR9000 remained flashing red with no internet confirmed at call end; agent only promised a callback.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset, checked cables, accessed web UI, but skipped systematic modem-direct testing and isolation per KB.
R3 Partially Met Correct resolution path conf 85%
Agent continued troubleshooting despite OOW-like symptoms but opted for callback instead of completing diagnostics or escalating.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified flashing red LEDs but did not ask key diagnostic questions (WAN IP, modem test) per logical diagnostic process.
T2 Not Met Appropriate tools / resources used conf 95%
No use of essential diagnostic tools: no speed test, direct modem test, remote session, or log capture despite unresolved hardware-like symptoms.
T3 Partially Met No misinformation conf 90%
Correct factory reset and default Wi-Fi guidance, but inaccurate claim that solid purple indicates progress toward internet (per KB, it means 'Ready for setup').
Communication
C1 Not Met Clear & professional language conf 90%
Frequent long silences, abrupt transitions, and lack of clear framing left the call unstructured and hard to follow.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon (e.g., 'CA') without explanation and repeated unclear instructions without confirming understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and attempted troubleshooting but deferred resolution to a future callback instead of seeing it through.
O2 Met Proactive follow-through conf 98%
Agent set a specific next step: callback after about an hour, with a clear timeline.
O3 Not Applicable Closure confirmation conf 100%
First documented interaction; no prior case history to reference or handoff.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue unresolved with hardware-like symptoms (flashing red, no WAN light), yet agent did not escalate despite KB triggers (e.g., solid red after reset).
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed; agent failed to route to appropriate support despite meeting escalation triggers in KB.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent expressed sympathy ('I'm sorry to hear about it, sir'), used polite language, and closed warmly despite unresolved issue.
X2 Not Met Tone & rapport conf 90%
Agent maintained a scripted tone, repeated instructions without adapting to customer’s confusion, and failed to engage effectively during frustration.
X3 Not Met Overall experience conf 95%
Customer repeated model numbers, serial numbers, and performed multiple cable disconnects/reconnects that could have been minimized with better tool use or escalation.
Call Transcript125 turns · 129 lines
Speaker 1
Welcome to Lynx Support. Yes, hello. I've got a problem with my router. So, I don't have internet anymore. So, I'm putting all my hopes on you. I've tried to relaunch the the the thing and it doesn't work. No. Yeah. Okay. Uh so uh so I've um I've got a modem from my
00:00
Speaker 2
Welcome to Lynxist support. To assure a quality service your call may be monitored. Please remain on theline for assistance. Thank you for calling Lynxis support. This is RV, how can I assist you here? Uh huh. So there's no internet connection right now. Well, I'm sorry to hear about it, sir. May I know the reason why or what's the reason behind why you lost the connection, sir? Like, did you have a power outage earlier? Mhm.
00:00
Speaker 1
I have the original provider and your linkSys is the second device to have a better quality of the internet. Now, there's been a storm just that night and since the storm, I've had that problem. I've lost internet. So I've contacted my provider. It is okay and I'm now surfing on internet with a limited power and I'd like to make it work again. I've got this modem here, which is the central modem, I'd say, and then I've got five knobs around the house. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
01:00
Speaker 2
Oh, okay. So, after storm then, that's the reason I guess
01:00
Speaker 1
Well. Oh, it's, uh, it's, uh, it's Oh, it's, uh, it's, uh, it's vooo.be. Yes. dot b.c. Oh. The notes, uh, I've got only the, uh, the, the. the entry, uh, modem is Vooo.
02:00
Speaker 2
Yes, you lost the connection. Who is your internet service provider? Can you spell out the name of the internet service provider? Like Victor, Oscar, Oscar. Is it Vo-[silence] O-[silence] B? Okay. And then nodes-[silence] Is it Vo-[silence] B? Okay. Yes, dot B-E. Okay. And then all the nodes were provided by the ISP, or the internet service provider? Uh-huh. [silence] Uh-huh.
02:00
Speaker 1
U.Oh, and then I've got your Linksys device and then behind that mother device, I've got children around the house by link links links and all flash red, everything flashes red. Oh, no, no, no, no. I've I've uh contacted you uh several times before in the past, but that was a long time ago. Yes. Yes, so it's uh 0032
03:00
Speaker 2
(intro) Oh, okay. Okay. Yes, sir. Oh, okay. All flashing red. And before, by the way, sir, before we proceed to check on the nodes, may I ask if this is your first time calling thegress? No. A long time ago. Well, let me try if I can still pull up your record, sir. Can I have your phone number?
03:00
Speaker 1
475 24 8553 from Belgium in Europe not okay. My & first name is Philip P H I L I P.
04:00
Speaker 2
Mhm Mhm Okay so 0032475248553 and you're calling from where Okay Belgium I see Okay so there's no more record under this phone number maybe it's been a long while since your last interaction So let me just gather your information Yes [silence] sir there's no more record anymore here in the system so sorry about it so let me just gather some of your information to create your case so this is your best contact number what's your first name Okay so it's Papa Hotel India Lima India Papa Echo how about your
04:00
Speaker 1
Okay, it's uh Delta Echo Sierra. Alpha, Echo, Golf, Hotel, Echo, Romeo. Just don't try and pronounce it. 'Kay. Is this Agar? Yes. Yes. So it's Philip, my first name, Philip. My second name is Zimmer at gmail.com.
05:00
Speaker 2
Such a hard last name!
05:00
Speaker 1
exact, correct. Okay. So you mean the main one, huh? Okay. Let me just turn it around. You want the serial number? Is that it? Yes sir. Model number. Model number. Model number. Okay whatever. So serial number is three two eight. 10 M like mother. 26 B like okay. Uh 01483. Yep. Yep.
06:00
Speaker 2
and what's the model number of the node? ser? well like the model number ser? let me repeat ser T to alpha 1 0 M 26 B 4 boy 0 1 4 8 3
06:00
Speaker 1
[KEEP_UNCERTAIN] Now. Yeah, okay. You got it? Okay. whatever. Now, what is that? I have a. on on on on on on on on on on on on. Oh yes, I got it. It's MR. 9000. No. No, um, let me just move around. Um. Yes, because it's not in the same room, so I need to go and, uh, check it. Okay, I've got, uh, here we go. Um, let me turn around. ooh. All right. Um, I got I got a serial number.
07:00
Speaker 2
Let me check the serial number. Ah, yes. Sorry, what is that, sir? [silence] Yes. [silence] But what's the model number? [silence] It's just MR9000. And all the nodes, sir's model is MR9000, because you have like around five. [silence] Thank you, sir.
07:00
Speaker 1
I've got MX4200. That's the mobile number. I've got one, two, three, four. Correct? Correct. Yes. around the house. Yes, yes, yes. I've turned off the the MR, I've turned out the MR and the others. I didn't take time to turn them off, but I'm recording on the other one.
08:00
Speaker 2
you can just tell me the model oh so how many MX4 two how many MX 400 uh hmm hm okay so one MR 9,000 and 4 MX 4 200 and then the four MX 4 200 are all in a flashing red light around the house okay uh huh okay and how long have you been with uh huh
08:00
Speaker 1
Whew. Uh, a couple years probably, yes. A couple years? Two years? Maybe, maybe two and a half. Yup. Wow. Okay, so I need to turn them all off. Uh, okay. Uh, Yeah. So, turn it off. Off, that's one. Yeah. Okay.
09:00
Speaker 2
Using this MR. 9,000 surplus. It's been a years. Two years. Okay, let me check the serial number, kindly stay on the line. And kindly turn off all the MX4200, sir. Let's focus on the MR. Yeah, sorry. Mhm. Just all just the four, just the four child node. Okay, hold it. And while you're turning it off, sir, I will just be silent here on my end. Okay. And then you can turn it off. Thank you, sir.
09:00
Speaker 1
So, that's one. Okay, I'm going to turn this one off as well. off okay. Okay, it's done.
10:00
Speaker 2
Okay. Hello, sir. Okay, and then this MR-9000, since this is the parent node, you said that it's currently off. Okay. And it's connected still connected to the modem. Okay. And it's still connected on the working port on the modem or you switch it to different port? I mean, the MR-9000 is
11:00
Speaker 1
Yes. Yes, yes. It's a it's a directly linked with a cable. Yes. Okay. Blue light. No. of be true. Ah, it's gone. And it's now flashing blue. Which is which. Uh, I turned it off uh last night. Uh, so one day.
12:00
Speaker 2
Okay uh okay and uh okay uh okay uh okay uh okay uh okay let just observe how long have you been how long uh did you turn off this MR9 000 just last night and did you reset this MR9 000 sir? one day
12:00
Speaker 1
I tried to resize it last, uh, yesterday. Uh, and it, it was flashing, it was, it was flashing blue and then, uh, went to red. So it's flashing blue for the moment. Yeah. I didn't touch them. Uh, now the MR is, uh, flashing red. For the moment it's flashing red. Yes, yes. [silence] Oh, uh, it's a night phone.
13:00
Speaker 2
Okay. You reset, okay, and you reset this one. How about the MX4200? Did you also reset? Oh, you didn't. Okay. And of course, you already reset like press the reset button at the back, right? Okay. Let's check if it was successfully reset, sir. May I ask what phone are you using? If it's Android, if it's iPhone. Okay, iPhone. Can we double check at the bottom of the MR9000?
13:00
Speaker 1
hold it. What is it exactly you're asking? I've got setup Wi-Fi and I've got Linksys Setup 60 is that it? Yes, there's a there's an underscore in front of Linksys.
14:00
Speaker 2
On, the sticker check kindly what's the default Wi Fi name. Thank you, Sir. Check at the bottom of the MR9000, if what's the default Wi Fi name. So, for this model, kindly check if it's link up here, 01483, if you can see it at the bottom, Sir. for this model, kindly check if it's link set up, link set up 68 so underscore lin underscore link set up 68, that's the name.
14:00
Speaker 1
yes, yes uh. Yeah, um. I doubt that. No, not yet. It is, it is. I'm presently on the, uh, poor, the, the. v.o.o. uh, network. which has a weak security, etc.. Uh, I, I don't, uh, that's the current, uh, battery. Um,
15:00
Speaker 2
Okay. And your phone is iPhone, correct? Okay. Please kindly check on the Wi-Fi list on your iPhone. Go to the Wi-Fi list. Check if you can see the default name _ linksys setup. Not yet. Can make sure the Wi-Fi is on on your phone. So that's the default name. That's the that's your current default name. Obviously, you have a Mesh router set up. So basically, all you need to do is.
15:00
Speaker 1
It's not my uh usual Wi-Fi network. It's the, waiting for, you know, the, the better one. So, no, I don't see your um your modem. I don't see the the MR. The links is set up 68. You you want the normal one? Okay. It's uh uh TRAPPIST. So, it's TR A double yes. But uh it doesn't work when I connect.
16:00
Speaker 2
Oh, that's okay. Okay. You mean the router's name, the default name? Okay. But the name of your network is, what's the WiFi name? Yeah, your customized WiFi name. [ speaker 2 ] And no need to spell it up, but thank you, sir. So your customized Wi-Fi name is still showing on your phone. Okay.
16:00
Speaker 1
Yes, I've done that. Yes. Yeah we just, uh, restarted together DMR. Flashing red. It is. It is. Yeah. Uh, I'm rechecking, but, yes, it is. Mm-hmm. Mm-hmm.
17:00
Speaker 2
It doesn't work. Did you like restart the modem and the MR already? Uh huh. Mmm. Okay. What's the light indicator on the MR right now? Slashing red. Make sure that the ethernet cable is connected securely on the internet port at the back of the router. Is it? Okay. How about this one, sir? Let's reset the router, okay? And then, this is the way to reset. So, press and hold the reset button. Observe the light indicator. The light will blink red. The light will turn off the moment you see the blue light.
17:00
Speaker 1
Okay, so I'll do it now, right? Okay, I'm pressing the reset button, I'm okay. I'm pressing on the button, the light is flashing red it's no flashing, nothing I'm still keeping it now it is blue should I let go? Okay it's it's blue it's gone it's blinking blue
18:00
Speaker 2
then that's a time to let of the let go button, okay? uh of the company for me and you can let me uh let me know what's happening to the like I can guide you hmm okay okay let go. kindly let go. thank you, yes sir. blinking hmm uh huh. let me know once the light is all.
18:00
Speaker 1
Yeah. Yeah. Yeah. It's flashing blue. Still flashing blue. Say again. Yes, yes, yes.
19:00
Speaker 2
solid red or solid pink or purple?
19:00
Speaker 1
It's still flashing blue, which is a good sign. Yeah. Uh, oh yes, interesting. It's, it's purple. Pink. It's pink. It's pink. I'm not sure if it's a card that will like. But that's- that's the... OK. Yes, I do. Yes, I do. Yes. I'm taking my computer. It's a Mac. [silence]
20:00
Speaker 2
OK. Okay. Let's just give it a time. It should be the light should turn. Oh! So, solid purple. Okay. OK. No worries. Actually, that's the light. That's the light that we need to achieve. Okay. So kindly check now on your phone if you can see the default name "__linksys_60A_". OK. Good. Do you have an iPad or computer that we can use for our troubleshooting? Uh!
20:00
Speaker 1
It's Mac Air, yes? Ah he say okay. Oh shoulders okay. Let me check. I got, okay. I got your default link sys uh uh address. Shall I connect?
21:00
Speaker 2
Okay. Okay, make sure that your Mac is connected to linkages underscore linkages setup and the password, sir, should be the password at the bottom because sorry, I forgot to inform you. Once the router is Reset, all the settings will set back to its default settings, so we need to reconfigure. That's why it's the default Wi-Fi that's showing right now. [laughter] Yes, connect and it will ask for a password. The password that you are going to use is the password at the bottom, sir.
21:00
Speaker 1
Okay. I understand, uh... it's uh, it's not asking for a password for the moment, but, um, uh, connected, yes. Details, maybe. Private address fixed. Oh, wait. Yes. Hold it. Uh, I'm, I'm actually, uh, Okay. Right. So I, I'm, I'm on the uh links this setup, uh, network. Yes. Math Hold it. Um, I'm, I'm actually, uh, Okay. Right. So I, I'm, I'm on the uh links this setup, uh, network. Right, hold on. I am actually uh, Okay. Right. So I'm, I'm on the uh linksy setup uh, network.
22:00
Speaker 2
There's a password at the bottom of the M-R. Mm-hmm. Take your time. Okay. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. It did not ask for a password. It just connected automatically. Uh, can you delete the network, sir? Okay. What is that? It's connected automatically to that name.
22:00
Speaker 1
I guess, yeah, let me check on. I'm going to Safari and I'm going to, uh, try, oh, connect to the Internet. Um, I'm not connected to the Internet though, because, uh, it said I'm offline. I tried a YouTube, okay. It is, it is not red, it's pink. Or purple, I don't know what. Okay. Oh, hold it. Oh. No, I just wondered, do you want my Wi-fi to go, uh, to link this setup on my phone as well? No?
23:00
Speaker 2
[KEEP_UNCERTAIN] is no yes cuz actually it's still not working right now since the light is solid red we need to reconfigure only that the Macbook is connected to the default uh huh yeah pink yeah it means it's not working so Macbook is connected okay what is that? [silence] I guess on the MacBook.
23:00
Speaker 1
OK. OK. ok I'm there I did not ask for a password there is a there is a lock that's closed deleted uh linksys uh do you mean forget this network? so you want me to forget linksys
24:00
Speaker 2
sure book just on the Mac closing. Okay. So can you first because I really want to make sure is because it connected right away it did not ask for a password correct Sir. [silence] Can you first delete the network? [silence] Yes, sir. Do you happen to know how to delete the network in your Mac, sir? Exactly. Yes, sir. [silence] corrent yes sir, kindly sir, thank you sir, Mm-hmm. okay good and then go back to the Wi-Fi setting, look for underscore linksys setup, connect, let's see if it will ask for a password, Oh, perfect, sure. The password is the password that you set Exactly Take your time.
24:00
Speaker 1
It should be it. Okay. Clicking on Okay. Come on. Okay. It is in the no networks, but the lock is still closed, though. It is connected. Yeah. I'm using Safari. Okay. And I'm going to, let's say, a site. No, no Thank you. Safari can
26:00
Speaker 2
okay okay but it's connected without internet okay please open okay so connected but no internet please open a browser and let me know if you have Chrome or what browser are you using sir Safari okay please open Safari I should be okay so what
26:00
Speaker 1
Yeah. That's an address. I've heard before. So it's 1 1 9 2 dot 1 6 8 I've tried that yesterday. And enter. Enter. Ah. The result is much better. Okay. Download the branch 6.5.
27:00
Speaker 2
Once you... Yes, uh, this, cuz we are not searching for a browser or a web website. So, on Safari uh, kindly type it, it should be on the web browser. Kindly type in 192.168.1.1. 192. 168.1.1. That one, that one. That one. Let start again. Yeah. Mhm. What can you see in the screen? Can you... Um, We, do not download the link set application because we are using the browser. Can you see this?
27:00
Speaker 1
hold it, hold it, hold it, I have done something here that I shouldn't have. Uh I I could see them but yes, I do see the two. Yes, I can see them. Okay. Uh, okay. Yeah. Yeah. So, uh you want, uh where are you?
28:00
Speaker 2
Okay, there's two phone picture on the screen.
28:00
Speaker 1
the the links is set up. for 6a is that what you want. okay. just a minute. A Z M I N. yes. is that it? sign in. right. okay. i've got the menu okay. i've got the the column on the left in blue uh smart wifi tools and the windows on the right
29:00
Speaker 2
Ah, no, that's the default wireless password, okay? The router password is different from the Wi-Fi password. So let's use the default router password, which is admin, all in lowercase, a-d-m-i-n. Mhm. Yes, admin. sign in, correct. Now, I can you see the screen right now? Oh, perfect, sir. So, at the left hand. At the left hand.
29:00
Speaker 1
Yes. I've got a green V between this device and the router but I've got a red for internet. no internet connection, hold it, say again, where should I go?
30:00
Speaker 2
Not connected. No internet connection. Kindly scroll down below the boxes. It's at the right bottom corner. You can see it in blue text. You can see and user, lises, agreement, privacy statement. Kindly look for two letters, C, A, and click it. At the right,
30:00
Speaker 1
priority. Oh, yeah. T-A. T-A. Yeah, I remember. Yes, I got it. I've clicked on it. It's waiting. Uh, yes. Uh, I looks like I'm back on the same screen. Yes. Yeah. Yeah. yeah. yeah. Okay. I've clicked waiting. I've got the the windows open. Yes, automatic. Yes. I'm not seeing it. [silence] uh [silence]
31:00
Speaker 2
at the right bottom corner. It's below the bottom right. Visual box that says, C A, correct. C A, California, America. Okay. Uh-huh. Uh-huh. Yes, exactly. You will be back at the same screen. And then at the left hand side, below Smart Wi-Fi Tools, okay, below Smart Wi-Fi Tools, below router settings, click on Connectivity. Uh-huh. Yes. And then you can see right there Connectivity. Click on Connectivity. And then look for
31:00
Speaker 1
exact, exact, should I click, I got it. I've got a Wi-Fi SSID password. So, so is that the, u h, the usual password that I'm using.
32:00
Speaker 2
4. below you can see basic you can see internet settings can you see see a router setup or setup okay click ca router setup or setup perfect okay good so you're now going to create your Wi and name which is the SSD and the Wi-Fi password are you can create the same Wi name that you have before and the password or it's up to you Um you can create entirely a different Wi password Oh the Wi name that you have before so that Um because if you will use the same Wi name that you have before not the underscore Linksys set up the Wi will [ silence ]
32:00
Speaker 1
Okay, so, uh, if I, just to check, I understood well, uh, I'm going you to my the name of my usual, uh, network, and the password for accessing. Okay? Okay, that's great. [silence] Yeah. [silence] So, I've entered the name of my network. Now, I'm going to enter the password. [silence]
33:00
Speaker 2
SSID that you had before and the password other device will on the member. that. so take your time to input the SSID and the password. and then of course you can of course you can screenshot the information to save it and then click set up a node. okay. set up a node. yes. and don't forget to click set up a node after you create. [silence] Uhu.
33:00
Speaker 1
Okay, that's it. I'm clicking now on set up node. Applying changes. Your router is applying changes, okay. Waiting. Router not found. Just a minute. No. No. Well. Let me check.
34:00
Speaker 2
yes it means you successfully change the wifi name so kindly check on the wifi list okay on your mac sir you can see right there the new wifi name okay on the wifi settings on your Mac how about in your phone
34:00
Speaker 1
mm, no, I see, I see nothing. yes, yes, yes. Uh, so I'm on Wi-Fi in my, uh, settings. I'm in Wi-Fi. I see all the lists. Oh, there is. Now it it is appearing here and there. Yeah, okay, both on the, uh, computer and it took some time. Hmm. Uh, and on my iPhone as well. I'm on my computer. I'm clicking on Trappist, which is my network. Yes, there it is. Now it is connected indeed. And on top it says, uh, Trappist connected. Yes. We're all we're good. We good.
35:00
Speaker 2
I mean on the Wi-Fi settings where you can see all the Wi-Fi names broadcasting. Uh huh. Okay. Okay. Okay. Kindly connect to the new Wi-Fi name. Uh huh. Uh huh. Okay. Kindly, let's check what's the light indicator of
35:00
Speaker 1
okay let me turn it around again, still red flashing, okay, I don't understand that, um, yes, is it at the back or what what you want
36:00
Speaker 2
it's already flashing
36:00
Speaker 1
yes. yes, it is flashing red. okay, I will. so I'm going to power out the MR, wait for some time and repower it. Okay, the MR. the MR, right?
37:00
Speaker 2
Okay, let's just wait then. is it still uh slushing red?
37:00
Speaker 1
Yes. Yes. Oh, you want me to disconnect the the vou? And you talking about the voo one, the V O o. So you want me to power it off? Okay. Uh-huh. It's yet in another room. Okay. Oh, it's hot in here. Okay, I've got my. So, I'm in front of my modem from voo, and you want me to power it off.
38:00
Speaker 2
router, that's the link says router. Your IMR is connected to the Internet service provider's box, right? The modem. Yeah, that's the modem. Sure. I know. Not to disconnect, but to power off the modem only. Just power it off. There's a power switch on the modem, I guess. Yes, there will, correct. Yes. Yes. [silence]
38:00
Speaker 1
okay. okay. let me do that. that's done. should i wait a second? you want me to power it on again? okay. magic touch. that was on. oh. hold it. I you didn't you didn't turn it off, huh? the other one, the MR. okay. I'll do it kindly. so it's off and on. okay. it's blue as usual. let me go and see the uh main modem. [silence]
39:00
Speaker 2
yes sir thank you sir yes Okay. And the router And the MR 9000? yeah kindly turn off and on the MR 9000 also Thank you sir and then power it on [silence]
39:00
Speaker 1
now again and see how Uh there's a flashing lights uh power is uh is on. It looks like Wi-Fi is uh solid as well. I've got DS US and but online is not yet. it's flashing for the moment Uh still flashing. There. Um the online is still flashing waiting on I'm on the main modem right? It's uh going to be solid soon. Oops still working.
40:00
Speaker 2
What's the indication, sir, if the modem is working or not, like base on the light? Okay.
40:00
Speaker 1
Oh, it's flashing in all directions. Ah, this looks better. It's still trying to check if I have a, a landline, but no. Okay, I've got online and Wi-Fi solid. Let me just go and check. Okay, I'm going back to the M.R. Mm, I'm on, I'm getting to the, oh, the M.R. is flashing red. Yes, there's a cable, uh, there's a cable through the walls.
41:00
Speaker 2
okay you mentioned earlier it feels like you are going to a different room for them are and different room for the modem sir. So this MR 9000 is directly connected to the modem? To the voodoo modem
41:00
Speaker 1
So, it is th... the main modem is in the garage and there's a wire going through the walls coming out where the MR is and there I got the uh... uh... a wire going to the plug in the wall. It is connected to a wall port, yes? Yes. flashing read. Yes. Hey, it's a uh... No. No, I've got my my uh... Oh. I've got
42:00
Speaker 2
it's like connected to a wall port and that's, well, port is directly wired to the modem. Okay. and the light indicator on the MR is still red. yes. So, do you have a computer or a laptop with a LAN port? Please.
42:00
Speaker 1
I lost my trappist it's gone to another one. Oh, that's weird. So, let me reconnect to my trappist. Okay, I'm connected. Um, I, I, let me just check the main modem again. Just to see if it is fine. Yeah, that, that one is steady. So, the main, uh, modem is back online. Uh, Yeah.
43:00
Speaker 2
So, the setup is like this even before you lost the connection. So, the light indicator still flashing red.
43:00
Speaker 1
It is on the MR yes Mr. yes indeed. Pardon, what do you mean uh I've got only uh no I don't have the plug the that type plug for uh it's uh it's a USB three.
44:00
Speaker 2
Uh-huh, uh-huh. And of course, I already asked this one earlier that MR is directly wired to a - connect or directly plug into a direct power source, right? Okay. So, so do you have a laptop with a LAN port sir? Because we're going to check if that wall port is working or not. Uh-huh. Uh-huh. Oh, okay.
44:00
Speaker 1
Yes. Yes, indeed. I, um, I called them yesterday, actually. I thought it was their fault, not yours, uh, which is the case when I don't have internet. Um, but, uh, they checked everything and they said, uh, their modem was okay. And then they had a, a great idea. They said, Well, do you have another modem behind? And I said, Yes, I've got an MR. Linksys. And, uh, then we checked this one and because it was flashing red, she said, uh, it's, uh, the Linksys, uh, that's got a problem. And, but my computer now says that, uh, my tapest network is, uh, connected. Yeah, sure.
45:00
Speaker 2
Did you already confirm to Muku if their modem is working or if it's online already? Uhm.
45:00
Speaker 1
Sure. Um, okay, so let me go to a Safari. I'm going to open a window and I'm going to check Amazon for example and here we go. Safari can't find the server. Strange. Yes, it is. Yeah. Okay. yeah. I was just uh wondering uh could we use one of the child nodes instead of the parent?
46:00
Speaker 2
Thank you, sir. Yeah, because the light indicator is still all up flashing red. Actually, because we need to check if though you confirm that modem is online. And we need, of course, to check if that wall port is working, sir. So, how about this one, sir? Ah, yes, sir. Or we can also directly connect this MR, directly connect it to the modem first. Let's if it's directly connected.
46:00
Speaker 1
How, I see what you mean, um, uh, yes, I need a plug then, um, where should I find that, um, I don't know, it's er, yes, indeed. Yeah. Uh huh. Uh. Okay. Um, just a minute. Um, I've got, actually, I, in the meantime, I was grabbing another cable,
47:00
Speaker 2
Connected to the model. Let's see if it will work. I'll just press. This router is using East are net cable, right? To connect to the wall port. Yeah. So you can just simply disconnect that Ethernet cable along with the MR 9,000 and directly connect to the model. Like disconnect the wall port because wall port is connected to the model. One right? So you can just simply disconnect that wall port and then connect this router. This MR 9,000 directly to the modem to test if model is really working. If we can check the wall port. You say that. Yeah. I. say that. Yeah. Say light, stop. I feel so bad. Baby. Yeah. Yeah.
47:00
Speaker 1
So, wow. This is gonna be some challenge, but okay. So I'm taking the MR G and disconnect everything from there. Oh wow, is it going to? Yeah, it's going to be more complicated. No, no, I haven't disconnected the link the MR yet, because I need to.
48:00
Speaker 2
So once you this, uh huh so MR. Yes, so actually it's there's only a laptop with a LAN port we can directly check that whole port. But since there's none. So this is the fastest that we can do. So M.R. is disconnected from the wall port. And then yes, you can go to the mod, go to the modem now go to the Vu device. Okay. Okay so okay how about this one? I say how about this one? Since the M.R. is not yet uh disconnected.
48:00
Speaker 1
Yeah. Oh, there. Is there? Hold it. There's uh... there's... You mean where where the uh line plug is coming in, right? I know uh... I can't... [silence]
49:00
Speaker 2
Can you check at the back of the MRs?
49:00
Speaker 1
Indeed, yes. Yes. No light there is no light. Yeah. Yes. I don't know what the original, I
50:00
Speaker 2
like the yellow port correct sir at the back of the MR? Yeah. Yes sir, the light on the internet port of the MR9000. It's off? off? Okay hold on. Okay, sorry sir I was like quiet for a moment because I'm checking something. Ah, yes sir. Checking something on my uh resources. So, since the on the internet port sir at the back of the MR like there's no light at all. So maybe it's not detecting the cable. Uh this is the original cable of the MR sir?
50:00
Speaker 1
The cable would be but it's uh, it's a wide uh, flat cable. So probably yes. I've got a cable here. I hope it's the same format. Yes, the same plug. I've got the, yeah, I've got one spare here in my hand. Now um, just to let you know um, it's it the wire uh behind it covered, but okay. Not easy. Let let me try first though. Let me try. Yeah, goodwill. Ah. All right, I can see it. I'll try.
51:00
Speaker 2
Mm-hmm. Okay, so do you have a spare Ethernet cable just to isolate this one? Okay, let's use it. Yeah, let's use it. Let's just replace. Oh, it's hard to disconnect the Ethernet cable. Okay. Okay, take your time. [silence] [silence]
51:00
Speaker 1
Okay, so I'm going to pull out the white cable that goes to the MR. I'm going to pull it out from the wall, okay? Uhm. Okay, that's done. I'm done. It's okay. I'm working on it. Uh.
52:00
Speaker 2
just be careful. What happened, sir? Are you okay? Uh okay. [silence] uh-huh. mhm. I want to. mhm. and thank you so much for your cooperation, sir. [ silence
52:00
Speaker 1
We're all set. Hello. Okay. So, I've, uh, I've changed the cable from the wall plug to the IM. I've replaced it. Um, Ah, the light. The light. There is no light. Yeah. Uh, Okay. It's off. back on. um, at the back and
54:00
Speaker 2
yes I'm here sorry what is this okay and then what's the Internet port light check if there's a light still off uh can you power it off and on like the power switch on the MR and then power on flash okay and then what's the light indicator and the Internet port?
54:00
Speaker 1
It's uh nothing. Oh wait wait wait. there's been one light just on but no no light and there's another one there that I don't know what it is but it has a light as well. there's only there's only two that have a light. I've got four ethernet uh I got four internet plugs and two of them are flashing. the internet port does not flash. I've got two ethernet port not flashing as well.
55:00
Speaker 2
Nothing. No light on the Internet port, but the Internet port itself. And then how about the light indicator? [silence]
55:00
Speaker 1
front is red flashing. Um, oh, I, suddenly blue. Red flashing again. red flashing again. Mm-hmm. And the light at the back. Oh, yeah, there's, oh, wait. Uh uh. No. No. There has been a quick light. There's been a sudden light at the internet cable at the back, but it's gone again. Now, to be honest on still no like, that. Let me just re-check. Oh, yeah, I don't
56:00
Speaker 2
Okay. Okay. Since light indicator... Okay. Okay. Uh-huh. Uh-huh. Uh-huh. Off. Uh-huh. Yes, sir. Uh-huh. Okay. Uh-huh. Okay. [silence] Uh-huh. Uh-huh. Off. Uh-huh. It's still no light. Uh-huh. Yes, sir. Make sure it's securely connected to the internet port, sir. Uh-huh. Yes, sir. Uh-huh. [silence]
56:00
Speaker 1
I have the impression that on the main modem, the one from you, more lights were flashing earlier than yeah?
58:00
Speaker 2
So for this whole board is connected on the Modem LAN1 are the Modem LAN1 blinking?
58:00
Speaker 1
Yeah. Yeah. Yeah, okay. Okay. Okay, good. And the MR is the MR. Okay. Uh, there's no lights flashing at all here at the back on the who, on the modem? I'm talking about on the modem. Let me rephrase this. On the modem, uh, there is no flashing lights at the fore ether net plugs. No No. No. Yeah, yeah, you with me?
59:00
Speaker 2
Okay, so that we will not be confusing ourselves. When I say modem, that's the Vue device, the source of the internet. On the I mean, on the on the modem Oh, there's no uh, can you just check port one since the wall port is connected to port one? So, is port one off or is it flashing Just on Land One on the modem. Since the wall port you mentioned that all.
59:00
Speaker 1
No. Yeah. Yeah. Yeah. You're talking about the Ethernet. Ethernet, huh? Ethernet. Yeah. [silence]
60:00
Speaker 2
All the LAN ports on the modem are off.
60:00
Speaker 1
[silence] Everything is off. [silence] Um now let's make it more complicated. Um Who? Yeah okay Vu is a cable TV provider, providing also in internet. So I've got my data port. [silence] Um So there's another box there that's brings the signal to the modem, the TV modem. Uh So it's a TV cable that enters the modem. [silence]
61:00
Speaker 2
You said that Port 1 is off and then Port 2 and Port 3 and Port 4 all off? [silence] Yeah. [silence] Just wondering are you? Go on. [silence] Yeah.
61:00
Speaker 1
Yeah. The power is on. Yes, the power is on. Wi-Fi is flashing fine. It's not flashing. It's solid. Online is also solid. And there's two others that are called US and DS. But I've got I've got four ethernet lights that are not on. And I'm I'm I I kind of think yes I kind of Yeah So could it be that one of the ethernet, [silence]
62:00
Speaker 2
Is the. It should be that. That ports are blinking. It's detecting the cable. It's detecting the connection. So, aside from the modems port 1, 2, 3 and 4. Is the power light on the modem on? [silence] So did you notice before that it's blinking? Yeah, because right now it's all off.
62:00
Speaker 1
Internet cables, the modem is the one going to DMR. Yeah, it goes to the wall port and then from there to theWR. Yeah, of course. Of course, of course. That's why I called Vu yesterday and they said, we're okay. We're all set. It's Lynxis. But it's not, is it? Yeah, unfortunately, yeah. [silence]
63:00
Speaker 2
So the wall port first. There's a wall port, right? Correct. Because if the Voo device, which is the modem, is not working, it will affect the rest, sir. The wall port and the MR, it will not work as well. Yes, sir. Oh. Yeah. Because if only you have a computer with a LAN port, sir, we can check that port if it's working or not. Uh, how about this one, sir? No worries. We still can find, um, ways here. I will be advised because it will really take us time in circles for the troubleshooting.
63:00
Speaker 1
[KEEP_UNCERTAIN] what? ah. uh okay yeah okay no they're not as good as like wait wait just wait let me check my agenda as well um let me just check uh because today is an extremely busy day um yeah um I don't know about your schedule um can you give me an hour or an hour and a half yeah um
64:00
Speaker 2
If modem is not working?
64:00
Speaker 1
Okay, around, yeah, around even around 11:30, it would be nice. Oh, it's uh, hold it, hold it, hold it, um, it's 10:10. Okay, good. Okay, and I'll I'll get in touch with the others. I'll get in touch with the others. Okay. [silence] Okay, thank you very much. You're really very helpful. very helpful. You're wonderful. Okay. Okay, bye. bye. yes, I'm
65:00
Speaker 2
After an hour. Okay. Let me check. Your time right now is around what time. in the morning, I guess. Yes, in the morning. Yes, I can give you a call after an hour. Okay, so. Okay. Expect a call back from me. Okay. So, expect a call back from me after an hour. Okay. You're welcome, sir. You're welcome. Bye, sir. Bye, sir. bye bye sir, you may end the call.
65:00
Speaker 1
Crying. Okay, bye-bye.
66:00