V2 Rubric Detail — f2720462-5f55-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 14:10
Duration
72m 47s
Contact
Nancy Perlson
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#TE00132021
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX4200_No internet connection using new ISP modem
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall49.2% (+11.2)

V2 Grader Summary

The agent demonstrated strong ownership and executed a proper escalation with clear next steps, but failed to follow required diagnostic protocols, skipped essential tools like modem testing, and provided partially inaccurate technical guidance. The troubleshooting was disorganized and did not isolate the root cause, though the escalation decision was justified given the complexity and persistence of the issue.

V1 Case Analysis

Customer unable to get MX4200 mesh nodes online after ISP change; attempted resets and admin password recovery; no internet; escalated to L2.

Troubleshooting Steps
  • Power-cycled modem and router, checked LED states.
  • Performed hard resets on parent and child nodes (10-15 s).
  • Attempted 5-press pairing method.
  • Guided customer through admin password reset using recovery key.
  • Accessed router UI via 192.168.1.1, navigated to diagnostics, attempted release/renew of WAN IP.
Key Observations
  • Agent collected full credit-card information over the phone, violating PCI compliance.
  • Incorrect guidance on default admin password ('admin') for Velop MX series.
  • No successful restoration of internet connectivity; call ended with escalation.
  • Long periods of hold and repeated, unclear instructions reduced efficiency.
  • Agent misapplied 5-press pairing (a Cognitive Mesh feature) to Velop MX4200, which uses Intelligent Mesh.
Positive Highlights
  • Agent acknowledged the customer's frustration and offered to send step-by-step instructions via email.
  • Agent eventually recognized the need for higher-level assistance and escalated the case.
  • Agent correctly identified the need to replace the parent node after suspecting hardware issues [48:44].
  • Agent attempted to guide customer through diagnostic tools and IP renewal process [60:03–61:11].
Agent Errors / Gaps
  • PCI violation: asked for and recorded credit-card number, expiration, and CVV.
  • Provided wrong default admin password ('admin') for Velop MX series; correct default is blank or on label.
  • Did not verify model/serial before offering paid support.
  • Failed to set a concrete callback time despite customer’s limited availability.
  • Repeated contradictory steps (reset, then 5-press, then password reset) without confirming outcomes.
  • Misapplied 5-press pairing procedure to MX4200, which is not supported on this model; only valid for LN/MBE/MX6200 Cognitive Mesh family.
  • Instructed customer to proceed through browser security warnings without explaining risks or alternatives.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'we haven’t fixed the concern' and escalates without resolving the core issue of internet connectivity through the Linksys mesh.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performs multiple troubleshooting steps (resets, 5-press, password reset, IP renew), but skips critical isolation steps like testing internet directly at the modem, which is required per KB.
R3 Partially Met Correct resolution path conf 85%
Agent offers paid support prematurely before troubleshooting, but then proceeds with best-effort steps and escalates appropriately, aligning with OOW expectations after payment.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to identify the root cause, does not follow a logical diagnostic sequence, and never verifies if the modem is providing a valid WAN signal, a key step in KB.
T2 Not Met Appropriate tools / resources used conf 95%
No use of required diagnostic tools: agent does not instruct customer to test speed directly at modem, check WAN port status, or use remote diagnostics, all of which are essential per KB.
T3 Partially Met No misinformation conf 85%
Some guidance is correct (5-press on MX4200, reset duration), but agent gives inaccurate instructions (e.g., 'password is admin or lowercase just a') and misleads on password recovery flow.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent places call on hold without clear explanation, uses abrupt transitions, and lacks structured framing despite maintaining basic control.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple language but provides confusing phrasing (e.g., 'make it simple easy to remember') and fails to confirm understanding during complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case throughout, reviews prior history, handles payment, performs troubleshooting, and arranges escalation without transfers.
O2 Met Proactive follow-through conf 98%
Agent clearly states escalation will occur, provides callback window (2–3 hours), and asks for preferred time, setting clear next steps.
O3 Met Closure confirmation conf 98%
Agent references prior contact, pulls up case notes, and avoids re-asking documented information, maintaining continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent escalates after multiple failed attempts and recognizes the need for advanced support, which is appropriate given persistent hardware-like symptoms.
E2 Met Escalation prep & handoff conf 95%
Agent informs customer of escalation path, expected callback, and requests preferred timing, ensuring full handoff details are communicated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanks customer for waiting but does not acknowledge repeated frustration or express empathy for the ongoing service disruption.
X2 Partially Met Tone & rapport conf 80%
Agent attempts to match pace but delivers unclear instructions (e.g., password reset confusion), leading to customer hesitation and repeated questions.
X3 Not Met Overall experience conf 90%
Customer performs numerous resets, UI navigations, and password attempts; agent does not streamline process or reduce repetitive effort.
Call Transcript225 turns · 369 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty, please have your device's 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. Thank you.
00:00
Speaker 1
Yes, hi. I am having a challenge getting our Linksys mesh nodes connected to our new internet service. We upgraded our internet service and I've had a couple of phone calls. I did pay for an hour of tech support because our products are out of warranty and we didn't get any resolution but the internet folks were out again and kind of got things definitely set up on their side so it was suggested I call you folks back and see if maybe you can try and walk me through getting our network working again, our mesh network. So we have an internet connection. The internet is working. This is a group of rental cabins and the internet comes in one way or another. One location on the back of one of the cabins and some of them are hard wired to the router here but before we changed our internet service, we had three Linksys mesh nodes and we were using those nodes to distribute the signal to the various cabins and so the internet is working just fine. It's just not distributing the signal the way it should. It's coming in at close to a gig. And by the time it gets and the internet company did as an alternative put in some extenders that we leased from them but they're not really doing the job that the Linksys nodes did that we're really losing a lot of speed as it goes to the different cabins so we're looking to try and replace the router that the company provided here with a Linksys node the way we had it before. And then put the two child links in. So we're just trying to get back to what we had before in terms of the quality of the service. So it's not a problem with the internet. It's the problem with being able to connect our Linksys nodes to the internet.
00:51
Speaker 2
Let me just pull up your record, ma'am, since you mentioned that you already call us back, right?
03:12
Speaker 1
Thank you. Yes. Yes.
03:14
Speaker 2
Okay, am I speaking to Ms. Nancy Pearlson?
03:18
Speaker 1
Yes. Correct.
03:22
Speaker 2
Okay, so you have here an MX4200, and your internet provider, ma'am, is Consolidated Communications, right?
03:24
Speaker 1
Okay. That Fidium fiber is the new branch of Consolidated but yeah, Fidium.
03:29
Speaker 2
Mm-hmm.
03:34
Speaker 1
We tried.
03:41
Speaker 2
Okay, got it. So, okay. So, you mentioned here, ma'am, that you already set up your Linksys nodes. Hmm, what is the light?
03:42
Speaker 1
They wouldn't connect to the internet. They weren't recognizing the new internet service.
03:54
Speaker 2
I see. What's the light on the top of your Linksys, ma'am, the one connected to your modem?
04:01
Speaker 1
There isn't anything connected right now. We disconnected them all because the internet, we couldn't get it to work at all so the Consolidated or Fidium came and reconnected their own router instead of ours so we had disconnected all of them. I have them all right here but I haven't got one plugged in. But when we last connected. We had a call with technical support but they were all, they were, we got them set up with blue lights, solid blue lights, but they just wouldn't communicate with our internet. So I can plug one in and see what we can do but it's just.
04:06
Speaker 2
Hmm, okay. Okay, let me just pull up the information, um, the other, um, case, case documentation here, ma'am.
04:47
Speaker 1
Okay.
05:04
Speaker 2
Yeah, uh, just give me a couple of seconds, okay?
05:06
Speaker 1
Sure. Thank you.
05:06
Speaker 2
Thank you.
05:09
Speaker 1
Sure. Mm-hmm.
05:09
Speaker 2
You just availed a paid service, ma'am, right?
05:20
Speaker 1
We did. Yes. Yeah.
05:24
Speaker 2
Is it around? May of, uh, 20?
05:28
Speaker 1
It was a few weeks ago. A couple of weeks maybe.
05:35
Speaker 2
A few weeks ago.
05:36
Speaker 1
Maybe a week. Maybe a week. I don't, can't remember how long ago it was but not too long ago.
05:37
Speaker 2
Mm-hmm. Okay. So, while we, uh, while I'm still checking, ma'am, on the case here, uh, documentation here, uh, will it be okay if I ask you to plug in the first node so that we can check what's the light on the top?
05:41
Speaker 1
Okay. Yeah. I've done that. It's blinking blue right now. I'm plugging all three of them in here and the first one is blinking blue then it's now it's blinking red. It's blinking red. Yes.
05:50
Speaker 2
Okay, so you were advised to get in touch with your provider from, uh, the last call, ma'am, right?
06:44
Speaker 1
Uh-huh. And I did.
06:50
Speaker 2
Okay.
06:52
Speaker 1
And they came out and doubled up. They checked everything. They also tried to get the Linksys node connected to the internet but they weren't real familiar with it and couldn't do it. So that's when they finally, we decided we'd just get these extenders but they are not working nearly as well as the Linksys nodes did in distributing the signal.
06:53
Speaker 2
Yes.
07:18
Speaker 1
So it's still blinking red. And the other two, the child node.
07:18
Speaker 2
Yes, got it, ma'am. So.
07:23
Speaker 1
The child nodes are plugged in and they're kind of solid pink.
07:24
Speaker 2
Okay, so those are ready for setup. Ma'am, while we wait for that, um, I just need to, uh, okay, I'll just need to place this call on hold, ma'am, for, uh, just a few minutes to confirm a few things, okay?
07:29
Speaker 1
Sure. Thank you. Okay.
07:41
Speaker 2
I'll just need to check if we can, um, proceed with the troubleshooting since this is already not a foreign device.
07:43
Speaker 1
Sure. Thank you.
07:44
Speaker 2
Anyways, uh, stay on the line. I'll be right back. Thank you so much.
07:52
Speaker 1
Thank you. Uh-huh.
07:56
Speaker 2
Yes, ma'am. Thank you. Hello, Ms. Dancy. Hi, ma'am. Thank you so much for patient. Thank you for patiently waiting. So, I was able to check here. Uh, yeah, you do, you did avail the paid service, and you were assisted with two of our technicians, right?
07:57
Speaker 1
Uh-huh.
12:12
Speaker 2
Um, okay. Ma'am, unfortunately, uh, since this is still not a foreign device, I can still proceed with the troubleshooting, but, yeah, with the, uh, with the charge. And, uh, if you don't want to avail that, uh, service, ma'am, the paid service, uh, other things, uh, you can still proceed with the troubleshooting. Uh, one thing that I can do is send you the full step-by-step guide directly to your email that you can follow and how you can set this one up. Two of your nodes are already, uh, ready for setup. We, uh, what's the light at the top of the parent node?
12:18
Speaker 1
The parent one is still blinking red. Now it's only just connected to power.
12:50
Speaker 2
Um.
12:53
Speaker 1
It's not connected to any of the internet cables.
12:55
Speaker 2
Oh. I see. I, I see. Okay. So, two nodes are ready for setup. One is not configured yet. Uh, would you like to go ahead with the paid service, ma'am?
12:58
Speaker 1
Uh-huh.
13:08
Speaker 2
Or do you want me to proceed?
13:11
Speaker 1
I would. No.
13:11
Speaker 2
send you okay okay yes no worries let me just prepare my tools here so that we
13:12
Speaker 1
I'd just as soon have you walk me through it. Yeah.
13:13
Speaker 2
can proceed with the paid service ma'am thank you okay so this will be $15 ma'am
13:21
Speaker 1
Thank you.
13:24
Speaker 2
again this is a one-time technical support ma'am okay okay the name on the card will be the same name you have in here on your record Nancy person now
14:01
Speaker 1
That's it.
14:13
Speaker 2
middle no middle initials or second name okay a okay so how about your card
14:14
Speaker 1
There is an A. Nancy A. Perlson. Yeah.
14:18
Speaker 2
details ma'am card number yes mm-hmm okay got it thank you how about the
14:31
Speaker 1
You want the number? Are you ready? Yes. Okay. 5157-3500-4972 and then 2340-2340.
14:34
Speaker 2
expiration month in here ma'am your [REDACTED_PAYMENT_DIGITS] and how about the security code okay
15:03
Speaker 1
Yes. 0528-280.
15:04
Speaker 2
okay ma'am ma'am ma'am ma'am ma'am ma'am ma'am ma'am ma'am ma'am ma'am ma'am ma'am ma'am okay so I will send you another receipt for this paid service ma'am and yes I'll
15:19
Speaker 1
Okay. Thank you. Yep. Yep.
15:23
Speaker 2
go ahead with the okay so that was already sent ma'am so right now we will go ahead with the page with the troubleshooting so you mentioned that your parents know it is not connected to anything right only connected to power
15:25
Speaker 1
It's connected to power right now.
16:56
Speaker 2
okay so how about can you please connect the ether
17:00
Speaker 1
Yes. Okay.
17:01
Speaker 2
not cable math from your modem to the link this router's Internet port okay
17:06
Speaker 1
I have done that. And now it was blinking.
17:19
Speaker 2
and let's wait for the light save it up blue blinking okay so let's just give it
17:22
Speaker 1
Well, it was blinking red. Now it's blue blinking scroll. Yep.
17:25
Speaker 2
the time ma'am until it's some fully would up let me know if it's a flashy
17:35
Speaker 1
It went red again. Okay. It just changed to solid red.
17:37
Speaker 2
solid red and it's connected to the internet port right Internet port here
17:43
Speaker 1
Yes. It is. Yes.
17:45
Speaker 2
or maybe an iPad that we can use ma'am
17:55
Speaker 1
I do. On my laptop.
17:58
Speaker 2
laptop okay that's good can you check if you are connected right now if you can connect to your wi-fi network the network you set up for your lenses yes okay okay so how about this ma'am
18:04
Speaker 1
Okay. Give me a minute. Well, I won't be able to right now. Well, I don't know. I probably won't because I don't have a laptop. You can see it's now going through the linksys instead of through the modem that the internet folks provided or the router I mean. So, I'll try but oh, three feet maybe.
18:13
Speaker 2
how about this instead uh what are i'm sorry how far uh this two other nodes right now from the main uh main node ma'am three feet okay that's actually close okay so can you do a hard reset
18:37
Speaker 1
Yeah. Okay. And I just tried. Hang on. It's just my computer is telling me no internet.
18:54
Speaker 2
okay can you please do another hard reset ma'am on your lenses like um there's a reset button press
19:04
Speaker 1
Okay. On the parent node.
19:11
Speaker 2
just on the parents node yes 15 seconds ma'am yes you can let go now ma'am okay
19:15
Speaker 1
Okay. So, I'm going to push. in the reset button and hold it. I've done that before. And how long should I hold it for? Okay, so that should be more than enough, but I'll give it a little bit more. Okay. Now the light went out. There's no light. I did. Okay. And it's blue, blinking. Still blinking. Okay. Still blinking
19:18
Speaker 2
yes okay please let me know if the light turns study purple or pink ma'am study pink
20:00
Speaker 1
blue. Still blinking blue. Now it's pink, solid pink. Yep. Okay. Yep. Okay. Okay. Okay. Is that now
20:10
Speaker 2
okay that's good okay so um we will try to do the uh five press setup ma'am so what you need to do since your two other notes are just next to the main node what you need to do ma'am is to press and release the reset button of the main node five times not too fast too slow like press it per second okay you can go ahead now uh press wait for a second with the release press wait for a second release and five times okay that's good okay so let's just give it
21:00
Speaker 1
it was red now. It's kind of all right? Blinking like a light peach color. Okay. Okay. Well,
21:49
Speaker 2
more time ma'am um for this three notes to be added to be connected to your modal or working again uh it might take three to five minutes okay so just um give it more time let me know if there's any changes on the color the top thank you thank you ma'am solidly okay how about the other two nodes solid red
21:58
Speaker 1
we'll do. Thank you. Swearing times went from flashing pink. O. Four Honest working days. a minute it was turquoise but now it's back to flashing light pink very pale peach colors uh now it's back to turquoise blue and it's solid blue okay so it's staying solid blue now uh they both went solid red actually one of them they're now they're now they're blinking red
22:17
Speaker 2
that's good okay that's good ma'am so let's just give it three minutes more yeah anyways ma'am we
23:17
Speaker 1
okay oh and now the main one though is solid red i don't think that's good okay okay
23:21
Speaker 2
still have three minutes for that i know to be configured so let's just finish the three minutes ma'am and yeah we will check if that stays solid red then we will check on the settings
23:35
Speaker 1
okay okay okay the main one is solid red the others are blinking um yeah okay and on my phone i don't have internet access but as i don't okay one of the one one of the child nodes just went
23:43
Speaker 2
okay so
24:02
Speaker 1
solid blue the other one is still blinking red okay now the one that was solid no it's solid red
24:55
Speaker 2
okay still have a minute more yeah still probably good okay so okay okay ma'am can you do this uh
25:00
Speaker 1
now that one is solid red and the other is blinking red yep okay one of the child notes blinking blue again one's blinking blue one's blinking red and the main one is current one is still solid red okay now one of the other child nodes is solid blue and the other one is blinking red other one went back to red seems like they're trying and not succeeding to connect the child nodes are now both child nodes are both solid red now so every all three of them are now solid red
25:08
Speaker 2
this please on your computer go to the wi-fi settings okay on the wi-fi settings kindly go to your wi-fi network i'm sorry the uh develop setup wi-fi network the name possibly is underscore develop setup a8 d2a can you confirm ma'am if that's the same name
26:09
Speaker 1
okay so i okay get i've got a vellup set up d2a as an option is that what i should click on d2a up set up capital d to capital a enveloped set up d2a is the name yes
26:30
Speaker 2
underneath your laces node the parent node okay that's the name okay let's connect to that wi-fi
26:56
Speaker 1
now you know what's interesting a minute ago i on my phone anyway let me look on my phone it
27:10
Speaker 2
name ma'am okay that's okay ma'am you will figure it out um make sure that your computer is connected
27:11
Speaker 1
says that i am connected to the internet here on my phone i mean on my laptop connection secured let me see if i can actually but see if i actually do anything because i'm connected maybe i'm kind connected, but there's no internet. No, it says site can't be reached. So no, I'm not really connected. No, I'm not. OK.
27:17
Speaker 2
to develop setup name okay yes yes yes please now internet secure can you tap
27:49
Speaker 1
OK. Oh, it says VELOP set up, yeah, D2A. OK. It says it's clicked connect automatically, so it's trying to connect. So on the terraces, which is the actual network connection to the internet that says no internet, then I've got VELOP set up. Should I click again on VELOP set up, D2A? And connect, and hit connect. Checking network requirements, secured. Still checking network requirements. It says under VELOP set up, D2A, no internet secured. So it's not talking.
27:52
Speaker 2
on yes that's fine that's okay now we will check beside the Wi-Fi name can you
29:05
Speaker 1
OK.
29:09
Speaker 2
check if you have a like a detail option details or three dogs yes okay can you
29:11
Speaker 1
I've got information, it says. Information, OK.
29:17
Speaker 2
look yes ma'am can you look for the IP address address yes okay what is the
29:22
Speaker 1
IP assignment, is that what you mean? It doesn't say address. It says IP assignment, DNS server, OK, IP, let's see. I've got link, local IPv6 address, IPv4 address, IPv4 default gateway, IPv4 DNS servers.
29:30
Speaker 2
default gateway ma'am okay kindly open a browser on your computer no worries ma'am
29:57
Speaker 1
The default gateway is 192.168.1.1. OK. And I can't do that because I'm not connected to the internet.
30:00
Speaker 2
this can be accessed even without internet connection this is local access
30:18
Speaker 1
Oh, OK.
30:21
Speaker 2
yes open a browser yes okay can you type the number that we just gathered ma'am
30:23
Speaker 1
OK. So I opened Chrome. OK. Yep. OK.
30:23
Speaker 2
192 type it on the address bar yes just type the numbers ma'am 192 dot 168 dot
30:33
Speaker 1
One, no. OK. So when I started to type 19, it came up 192.168.1.1 admin wireless settings. Is that what I want, or should I just type the number?
30:33
Speaker 2
1 dot 1 yes good yeah yes ma'am you're on the right page scroll down look for
30:52
Speaker 1
OK. And then enter. So links. Why am I getting a warning when I try to access my router settings in a browser, is what comes up. OK.
30:59
Speaker 2
continue continue ma'am yes yes please go to advance ma'am proceed to the
31:13
Speaker 1
Look for what? Continue. Oh, yes, I see that. OK. Click that. OK. It says your connection is not private. Attackers, blah, blah, blah. And I say, then what can I do here? It says, learn more about this warning. Back to safety or advanced are my choices. OK. The server could not prove that it is 192.168.1.1. Its security certificate is not trusted by your computer's operating system. This may be caused by a misconfiguration or an attacker intercepting your connection. I can say, proceed to 192.198.1.1 unsafe, which I'm OK to do, if you think that's what I should do. It's just trying to say I'm not protected, I guess, somehow. But all right. I can go back to safety. Or I can proceed to the number.
31:16
Speaker 2
numbers ma'am please proceed to unsafe no need for that ma'am
32:24
Speaker 1
OK. OK. OK. Now it says, download the Linksys app for setup.
32:26
Speaker 2
can you tap the picture of the phone that you can see on your screen okay
32:36
Speaker 1
OK. Yeah. It just says, my home Wi-Fi. OK.
32:37
Speaker 2
okay okay so by default ma'am the password is admin or lowercase just a
32:45
Speaker 1
Yeah. It's spinning around. It says, waiting. OK. So now it has, sign in, access router password.
32:46
Speaker 2
DMI n yes let's create a new one ma'am okay can you please press log log in
33:23
Speaker 1
OK. OK. OK. Sign in. We've updated it. We've updated our password requirements. To be more secure, please create a new one. Do I need to do that? OK. And it also says, internet connection is down. You must have an internet connection to log into your Linksys smart Wi-Fi account. Should I? It says, sign in, but it won't let me do it because it wants me to create a new password. Should I? I can click reset password.
33:23
Speaker 2
okay is it asking for you okay let's do the reset password instead ma'am oh let's say yes on the parent that is locked yes it will be yes reset password
34:16
Speaker 1
OK. OK.
34:23
Speaker 2
um it's not 1 2 3 4 5 ma'am can you check underneath the main assessment
34:25
Speaker 1
It says, waiting. Spinning around. Let's reset admin password. It just boos off. OK. So now it says, Linksys. There's a name. Linksys set up. One, two, three. There's a password that's X out. Then there's a recovery key. One, two, three, four, five. And it says, enter the recovery key. So I'm going to put in the one, two, three, four, five.
34:27
Speaker 2
tower there are 5-digit numbers yes underneath
35:03
Speaker 1
OK. Oh, the recovery key there? So is it the recovery key on this? On this one? On the parent node? On the parent node? OK.
35:11
Speaker 2
yes ma'am other parent known mm-hmm you can just create your own password ma'am
35:23
Speaker 1
OK. OK. So I have typed that in. Got it right. OK. Submit. Waiting. Spinning waiting. Now the, I don't know why, the child nodes just went solid blue. OK. Now it's create a new admin password and hint. Should I use that same number? Or the recovery code? Or should I? Or can I just make my own password?
35:25
Speaker 2
make it simple easy to remember How is it man? are we inside? Okay? how is it? Are we able to create the
36:10
Speaker 1
OK. Now let's see. I have to have upper and lower case. Never mind. OK. Got to change that. Let's see. And I have to have a special character. Never mind. Here. OK. I'm going to do it again. It's, I just hit reset. Oh, wait a minute. Ah, gee. I guess I don't have enough characters. Never mind. One more time. I'm going to try.
36:14
Speaker 2
the password that's good okay no internet connection okay so please go to
37:52
Speaker 1
Done. OK. So that's the new password. OK. Now we're past that. I'm going to write that down so I remember. In here. OK. So now I've got a screen with Linksys Smart Wi-Fi tools, device list, yes to access parental control. And now, under network status, it says no internet connection.
37:53
Speaker 2
the bottom left ma'am you have their troubleshooting oh okay that's good okay
38:37
Speaker 1
You know what's interesting, just to update you here, so all three nodes right now are solid blue. Not sure why, but they are.
38:41
Speaker 2
that's good can you check on network status if it's still no internet yes
38:51
Speaker 1
Let me see, I came up with the internet signal. It looks like I have internet under VELOP setup, not under the Terrace's network, but under VELOP setup.
38:58
Speaker 2
because right now yes ma'am because right now your links of devices are still on default so we will change the Wi-Fi network to your preferred name so
39:09
Speaker 1
Okay. Okay.
39:16
Speaker 2
that you'll be able to get your internet working again okay so just to
39:19
Speaker 1
So what do I do now?
39:24
Speaker 2
confirm ma'am your internet or network status is already connected yes how
39:29
Speaker 1
So all three nodes are solid blue, and if I go on my laptop down to the Wi-Fi, you know, the internet symbol, it shows Wi-Fi, and it says VELOP setup D2A internet access. I haven't tried to, like, search anything there.
39:35
Speaker 2
about how about your Linksys page the network status can you really yeah can
39:49
Speaker 1
It still says no internet connection, which is odd, because it says I have it on my laptop, but where is that?
39:58
Speaker 2
you refresh the page ma'am like a refresh button on the top yes there's a refresh button ma'am you don't
40:04
Speaker 1
On the Linksys page, I don't see it.
40:13
Speaker 2
see the okay how about on the top the address bar like the arrow ma'am the
40:24
Speaker 1
Yes. Yep. It says not secure. It has HTTP, dynamic home, HTML. I'm not sure.
40:30
Speaker 2
circle the arrow circle arrow mm-hmm okay are you able to go to
40:40
Speaker 1
Where are you looking? So on the address bar, there's, oh, a circle. It looks like a circle. Reload this page. Yeah. Got it. Okay. Got it. Okay. Now it says, oh, wait a minute. For a minute it said the site can't be reached, and now it's waiting. Okay. It's still spinning. Waiting. Now the, all three nodes just went red. Solid red. And it still says no internet connection.
40:46
Speaker 2
troubleshooting okay so under troubleshooting ma'am you have the
41:30
Speaker 1
Yep.
41:33
Speaker 2
three option stay in the first option and look for a report
41:39
Speaker 1
So I've got status, and I can click report, report.
41:46
Speaker 2
yes first information that you will see yes first information that you will see
41:50
Speaker 1
Yep. I've got routing.
41:52
Speaker 2
ma'am is firmware can you provide me the version please do you want 6602 now ma'am
41:56
Speaker 1
Okay. 1.0.13.216602.
42:01
Speaker 2
can you scroll down all the way to the bottom of the page okay do you have an
42:14
Speaker 1
Okay. It says ports.
42:26
Speaker 2
X mark on internet port 1 1 gbps okay okay can you now go to diagnostic ma'am
42:29
Speaker 1
Yes. There's one GBPF, gigabytes, I guess. And there's an X. On this same page?
42:32
Speaker 2
second tab still under trouble yes diet and tiny go to the right side you have
42:48
Speaker 1
Oh, step one's path. Yep. Got it. Okay. Yep. Okay.
42:49
Speaker 2
their internet address yes so what is the okay well that's good can you check
42:58
Speaker 1
Okay. Whoops. Wait a minute. Just a, a thing just popped up, says, oops, it went away. It said router not found or something. So I've got internet address. Yeah. Is that what you're looking for? It keeps popping up. You are not connected to your router. If using a wireless connection, check the wireless feature. If connected with a cable, make sure the cable. If your wireless connection settings have recently changed, reconnect the device. But using, I can hit retry, or I can just ignore that. Should I hit retry, or? And then there's the thing where it can, it can give me details if I wanted to connect, connect to details. It says you're not connected to your router, but I have the wire plugged into the parent node that comes from the router that the, or modem that the internet company provided. Should I get details or retry, or? And now the nodes are all solid blue again.
42:58
Speaker 2
on the page you have right now ma'am internet address what's the number do you have any valid number mm-hmm can you reach I yes you have to have found a
44:34
Speaker 1
Well, so this little box that popped up wants me to hit retry. I won't, the page is grayed out right now unless I hit retry. Okay. And it's spinning. And it came back the same thing, router not found. And it won't let me get out of that page. It won't let me go back. I can hit the back button. Maybe it would let me go back with the back button. It's connected to a cable. Make sure the cable between your computer device and the router is secure. It's really connected, and it is. It's good and tight.
44:42
Speaker 2
password okay so he's popping out how about now are you able to access okay
45:44
Speaker 1
I can't get to that other page. The error message here that pops up won't let me do that. I can click on details. See what that says. Details. Hide details. Is admin password default is the only thing it says under details.
45:54
Speaker 2
I'll just need to check on that one ma'am while we wait yes please try to
46:19
Speaker 1
Okay. Okay. Okay.
46:21
Speaker 2
check if you can go inside the the page again and look for the internet address on the lower right hey yes hello ma'am miss Nancy hi ma'am thank you so much
46:24
Speaker 1
Okay. I'll see if I can do that by hitting the back button here, but, yeah, okay. So they just, they weren't, weren't.
46:32
Speaker 2
for patiently waiting just a confirmation ma'am when you did the troubleshooting with the previous technician before is this the same parent know that you use oh because it seems that there's something different with the or something wrong with the apparent node so how about this can you choose one of your child mm-hmm yes yes
48:44
Speaker 1
They went red for a minute. Well, hang on a second. They went red for a minute. Now they just went blue again. Oh, solid blue again. But I've lost my internet connection here.
49:11
Speaker 2
I see okay ma'am that's
49:21
Speaker 1
Okay. Okay.
49:22
Speaker 2
let's do this one choose one of your choice one of your child know mmm okay
49:23
Speaker 1
Okay. Okay. Unplug that in instead.
49:24
Speaker 2
yes and then remove the Ethernet connection and the adapter ma'am on the old old parent node let's replace it with this new parent node like me well set up another note as a new parent note mmhm yes yes ma'am yes please just to continuemy question would like to UtGood rules
49:33
Speaker 1
Okay. All right. So the one that I just unplugged from, so I've unplugged the modem wire from the, or the wire coming from the modem, from the original parent node, put it into one of the child nodes. That node now is, well, it was solid blue.
49:56
Speaker 2
Okay. Yes. Do a hard reset on this node, ma'am, please. Reset button. Press and hold it for 15 seconds. Okay. Please let me know, ma'am, if it's already on steady pink.
50:13
Speaker 1
Now it's red. Solid red. Okay. Okay. It went to, well, it was, it's blinking blue.
50:16
Speaker 2
Oh, while we wait, will it be okay if I ask you to do another, also a reset on the other nodes? Yes. Yes, ma'am. Do the same thing on the, yes, the old parent node. We will be using that one as your new child node. Yes. Thank you. Okay. Yes, that's good.
51:13
Speaker 1
Okay. Sure. On the other two nodes, do the hard reset, the long reset. Okay. Okay. Sure. Okay. Okay. So the new parent node is solid pinkish purple.
51:14
Speaker 2
So, we will be setting this one up using the user interface, ma'am. So, how about this? Go to the settings. Settings of your computer. Okay. Go to Wi-Fi. Look for another VELOP setup name, ma'am. D2A. ADA. Can you confirm if that's, yes, ma'am, can you please confirm if that's the same Wi-Fi name underneath your new parent node? Okay. So, let's use that Wi-Fi name, ma'am. Okay. Okay. Yes. Same password underneath.
52:33
Speaker 1
Yeah. VELOP set up the D2A, same one as before. Oh, then there's a VELOP set up A, there's another VELOP set up now. VELOP set up AD8. Did I click on that one? It is. Okay. And connect. Connect. Checking network requirements. Okay. Now it's asking for enter the password. What can I do for that? It's the same as the one I reset it to on the other node.
52:47
Speaker 2
No, ma'am. That's a different one. Password, if you can see underneath the device, ma'am, you also have a password. Use that, please. Yes. Yes. Yes, ma'am. That's good. So, is your computer connected to the new Wi-Fi network on your Wi-Fi? Okay. So, open a browser again. A new one. Close the previous browser we used, ma'am, because we're getting error on that. Yes. Same numbers.
53:49
Speaker 1
Okay. No. Okay. So what do I put in for a password here? Yep. I can. Okay. So the one that's on the device? Okay. Okay. That makes it pretty easy. Great. Okay. That makes it pretty easy. Okay, checking network requirements, they're all three solid pink, I don't know if that's helpful or not. I don't have a connection, oh well, it says no Internet secured under that Wi-Fi address. Okay, so up in the address bar, okay, back to Linksys, why am I getting a warning when
53:51
Speaker 2
192.168. 192.168.1.1. Yes, ma'am. Continue to link to smart Wi-Fi. Same thing. Okay. No, ma'am. Exactly. Yes. Okay. Can you, yes, can you type admin all lowercase, please? Okay. It might require you to create a new one, ma'am. Okay. So, use the same pass, yes. Yes. Are we inside?
56:00
Speaker 1
I try and access my router? I forget where I'm going here, continue, am I going to continue again? Okay now download the Linksys app set up, but you said we didn't need to do that, and I click on the picture of the phone, no, okay, click on the picture of the phone, okay, one moment. Okay, it says Internet is down, but then there's access router, there's a place for a router password, okay, and it does, yep, okay, can I use the same one as I used before? Okay, okay, it's waiting, okay, not quite, okay, reset, why it's not happy, I don't know.
56:15
Speaker 2
Yes, ma'am. Yes. Okay. Okay. Are we inside the interface, ma'am? Okay. No internet connection. And how about the interface? The 192 page? The 192.168.1.1? Okay. Network status, it still says no internet, ma'am. No internet.
58:22
Speaker 1
Oh, I have to remember, okay, hang on, okay, it's spinning, and looks like I've got Internet on my computer now. It's still waiting, it's not active yet, I can see it, oh, now we are, and it says no Internet connection now, yep, which page now? Yep, I mean, that's what, oh, so I have Linksys smart Wi-Fi is the page that's open, and I've got, like, network status, Wi-Fi settings, Linksys home networking, that's what I have in front of me now. Yes, it has this device with a green stack, and then it has the router, and then between
58:35
Speaker 2
No internet. Mm-hmm. Mm-hmm. I see. Yes. Yeah. How about go to troubleshooting instead? Okay. Under troubleshooting, ma'am, go to diagnostic. Okay. And look for internet address. Mm-hmm. What is the address number, ma'am? 190.229. Okay. There's a release and renew button, ma'am, just beside the Wi-Fi address.
60:05
Speaker 1
the router and the Internet, it has a red circle, where it says, and I can click on that, I don't know, it doesn't do anything, no, okay, mm-hmm, okay, yep, the Internet address, yep, but there's a thing like ipv4, I think it's a colon, 163.252.190.229, yep, okay, yep, click on that, yep, okay, it says release and renew IP, do you want to continue,
60:10
Speaker 2
Can you tap release and renew, please? Yes. Yes. Continue, ma'am. Yeah. We will do anything for us. We will check on this one, ma'am. And yeah, we will make sure that you'll be able to get your internet working. Let's try this first. Yes. So what? Okay. This is already a second node, ma'am. So it's very rare that you're getting the same concern with 2D.
61:11
Speaker 1
yes? It says when you release and renew your router's IP. All connected devices will lose their connection to the Internet. All devices will be reconnected when the process is complete. Do you want to continue? Okay. Your router is applying changes, okay, and it says waiting, and unfortunately, I have about five more minutes here, maybe ten. I have to buzz up and get my daughter, granddaughter at school. If we don't get anywhere, can we reconnect at this point? So I don't lose all the stuff we've done? Oh, I can leave everything here set up, but, okay, okay, thank you. It's spinning right now saying waiting. I'm not sure what it's waiting for. The nodes all are solid purple. It won't connect it just fine. I don't know why it's still spinning, still spinning, waiting, and my computer does show VELOP set up a default. I don't know if that's real or not. Manage the Wi-Fi connection. My phone shows Internet. I'm not sure why it's just spinning. I think this is where we got stuck before, and it wouldn't let me go back to the page.
61:18
Speaker 2
So we will check. Mm-hmm. How about release and renew, ma'am? What is the new IP address? I see. Where are you seeing that numbers, ma'am? Address bar. Yes. How about on the internet address, the IPv4? Mm-hmm. Okay. How about this, ma'am? Before we proceed with that or before we continue with that, may I just ask if there's a way for us to
65:39
Speaker 1
I know, yeah. Okay. It's up in the 192.168.1.1 slash UI slash 1.0.99.216602 forward slash dynamic forward slash home dot HTML up in the address bar under the links to smart Wi-Fi. Yeah. I can't get to that because of this thing that's spinning saying waiting. I can't get out of the screen. It's grayed out. Well, I do have I can see it. It's grayed out. IPV4, grayed out. It looks like 0.0.0.0, and I don't know if it will let me reset. No, it won't let me click anything. Click okay. I can't click anything because it's spinning and waiting. Okay. I'm going to have to connect. Can we enter? Whoops. Wait a minute. router not found you're not connected to your router same message we got before and I'm gonna have to sign off for a few minutes a little bit and come back if that's an option if I can do that so this is a screen that we got before the nodes are all still solid purple but for some reason it just is not reading oh now it went back to the troubleshooting page and router diagnostic router diagnostic says share router info with Linksys I don't know if that's worth doing that restart the mesh Wi-Fi system another option under troubleshooting all right I don't know what I can do right now I have like two minutes and then I have to go should I just just leave this screen I believe to leave this screen on and call you back can I call and be sure that I get you or is there a way for you to call me back yeah yeah I like just an ethernet cable
65:40
Speaker 2
connect your computer directly to your modem? Yes. Mm-hmm. Okay. Yes. Yes, ma'am. But just to confirm, your internet is working on your modem, right? Because your old router, the one that they provided, is working. Okay. So how about this? Yes, ma'am. Yes. So for this one, ma'am, it seems that we already reached the limit for this.
69:02
Speaker 1
from my router I don't know if that's an option but I don't know what I can do actually the problem I found last time my computer does not have an ethernet cable on I didn't bring it with me I hadn't I had an adapter my computer doesn't have an ethernet port and I had an adapter which I did use before I didn't bring that with me today shoot yes it was working just fine if I take this cable and hook it back up to their router it will be working just fine it's only when I try and run it through the Linksys yeah yeah yeah okay
69:10
Speaker 2
For the troubleshooting. But anyways, no worries, ma'am, because we haven't fixed the concern. I will escalate this case to our second level support for advanced troubleshooting. So they will be the one to call you back. Proceed with the troubleshooting without any payment. Okay. So possibly two to three hours, ma'am. Two to three hours. Will you be available? Okay. I'll take note. Tomorrow, possibly, yes, ma'am. Or how about this?
70:01
Speaker 1
okay okay thank you okay when would they could they call me back in like a half an hour or when would they call on me back 20 minutes half an hour okay the problem is I'm not I'm not well the problem is I'm not at this location all the time so if it's going to be that long I won't be here is there a way we can set up a time tomorrow or later early earlier today mm-hmm okay okay
70:11
Speaker 2
Okay. Once they give you a call back, ma'am, you can inform them about that so that they can set up a time. They can ask for your preferred time. So I believe that will be... Mm-hmm. So just answer their call, ma'am. Let them know that what's your specific time, what's your preferred time. And yeah, you will proceed with this. Oh, by the way, ma'am, may I just ask, what's the brand of the old modem? I'm sorry, the modem. You have a modem.
70:47
Speaker 1
okay okay okay okay okay wireless provider this one
70:56
Speaker 2
What do you have from your provider? AdTran. Okay. And the router that they provided, ma'am, what's the brand? Also an AdTran. Also an AdTran. Do you have any specific model number, ma'am? Okay. That's okay. Yeah, that's okay, ma'am. So yes, let them know about this one. And once they call you back, just provide your preferred time. Thank you so much for your time. You're welcome, ma'am. Have a good day. Please stay safe.
71:17
Speaker 1
pack it's a add tron a DTR add tran a DTR a n look at that it's not a lot from here hang on one sec see the name somewhere also add tron yes yes it is and I just really have to go in about one minute yeah I don't have my reading glasses so I can't quite read it sorry it's so tiny okay perfect okay thank you very much I appreciate your helpful we get there okay thank you bye bye
71:21
Speaker 2
Bye-bye, ma'am.
72:43