V2 Rubric Detail — f6ec8a1c-7fa8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 17:25
Duration
51m 19s
Contact
425-890-6078
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137115
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MX2000
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall76.9% (-1.1)

V2 Grader Summary

While the customer achieved connectivity, the agent used the 5-press method incorrectly as a setup tool on an MX2000, contrary to KB documentation which reserves it for diagnostics. The resolution was achieved despite this error, likely due to eventual app-based setup succeeding. The technical inaccuracy triggers auto-zero under critical failure rules.

V1 Case Analysis

Assisted Terry with MX2000 Atlas Six mesh setup; used 5-press reset to pair nodes, configured router admin password and Wi-Fi SSID via app; nodes now online.

Troubleshooting Steps
  • Verified product model, serial number and warranty status.
  • Instructed 5-press reset on parent node to enter pairing mode and added child node.
  • Guided through Linksys Smart Wi-Fi app permissions (Bluetooth, notifications).
  • Helped set router admin password and change Wi-Fi SSID/password via dashboard.
Key Observations
  • Agent correctly used the 5-press method, which is supported on MX2000 per KB.
  • Repeated explanation of the 5-press reset caused minor inefficiency.
  • Agent mis-recorded the serial number during verification (transcribed as 425-8906-078).
  • Customer struggled with app login and password confusion; agent clarified router vs. Wi-Fi passwords effectively.
  • Agent guided customer through Wi-Fi settings change via dashboard, confirming technical resolution.
Positive Highlights
  • Accurate application of the 5-press pairing method for MX2000.
  • Successfully guided the customer to set a new router admin password and Wi-Fi credentials.
  • Confirmed warranty status and provided appropriate coverage information.
  • Effectively troubleshooted app permission issues on Android device.
  • Correctly advised on optimal placement for child node after setup.
Agent Errors / Gaps
  • Incorrect transcription of the serial number (agent recorded 425-8906-078).
  • Minor inefficiency due to repeated 5-press instructions.
  • Failed to confirm customer had physical access to parent node before instructing 5-press reset (transcript [05:00]).
  • Provided unclear instructions for app login flow, causing customer confusion between email login and router password login (transcript [32:00]-[37:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states 'we got it done' and both nodes show solid blue light; Wi-Fi name/password successfully changed and reconnected.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped initial power-cycle of modem and did not verify Spectrum router was in bridge mode; proceeded directly to 5-press without confirming double NAT or upstream gateway interference.
R3 Met Correct resolution path conf 95%
Correctly pursued setup path for in-warranty MX2000; no inappropriate dismissal or RMA push—followed standard new-device onboarding.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (node not finding internet) but did not ask if customer had disabled Spectrum router; failed to diagnose root cause (double NAT likely) before initiating 5-press reset on parent node.
T2 Partially Met Appropriate tools / resources used conf 80%
Used 5-press method and app appropriately, but did not use local browser at 192.168.1.1 or myrouter.local to verify configuration independently—relied solely on app, which failed multiple times.
T3 Not Met No misinformation conf 100%
Instructed customer to perform 5-press reset on MX2000 for setup—this is incorrect per KB: 5-press is for escalation/log collection, not node pairing. Pairing should use app or web UI; 5-press is diagnostic only.
Communication
C1 Met Clear & professional language conf 90%
Maintained control throughout, set expectations, managed transitions (e.g., 'let’s wait for solid blue'), and kept call on track despite app issues.
C2 Met Confirmed understanding conf 90%
Used plain language, checked understanding ('Is it still solid blue?'), adapted to customer’s pace, and repeated steps when needed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Owned the case end-to-end, no transfers, followed through on all commitments, and stayed until resolution confirmed.
O2 Met Proactive follow-through conf 85%
Provided clear next steps: relocating child node within 30–50 ft, avoiding interference, and waiting for solid blue light.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; appears to be first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was warranted—issue resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Expressed appreciation multiple times, remained patient during app failures, and acknowledged customer effort ('you did the troubleshooting').
X2 Met Tone & rapport conf 85%
Matched customer’s tone, remained calm during repeated app errors, and adjusted pacing to allow for setup steps.
X3 Partially Met Overall experience conf 80%
Customer had to force-close app multiple times, re-enter credentials, and struggled with UI—agent could have suggested browser fallback to reduce friction.
Call Transcript86 turns · 94 lines
Speaker 1
[silence] Hi, Dylan. My name's Terry and I just got Atlas Six Mesh two-box set. And I'm trying to hook it up, just moved into a new place. So I've got a Spectrum modem and then a Spectrum router. And I'm trying to I'm connecting my from the router up to the first accesses node and it doesn't seem to be finding the internet. And I've tried to reset instructions like that kind of stuff.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? Uh-huh. Uh-huh. [silence] Okay, sir. No problem. I'll help you in a second.
00:00
Speaker 1
[silence] yeah okay Edgar ED GAR TK ED GAR 77@gmail.com. Yeah. T like Tom, K like kite, D like easy, E like dog, G like golf, A like apple, R like robert, 77@gmail.com. Yes, yes.
01:00
Speaker 2
closing this up. Uh, before that, let me just run some verification with you and gather some information about your linked router. All right. Okay. So, do you mind providing me your last name, sir Terry? Mhm. And how about your email address? I'm sorry, can you repeat that one please? Mhm. All right. So, that's TKEdgar, 77@chima.com. All right, got it. And uh, let me also verify your phone number.
01:00
Speaker 1
that's me. [silence] underneath the device. okay. I mean that one so model number is MX 2000. [silence] uh serial number on this one is 50, D for dog, 10, M for Mary, 26, C like Charlie, 27, 540. [silence] that's correct.
02:00
Speaker 2
It's 425-8906-078. All right. Okay, so now can you provide me the exact model number of your Windows router? The one that is located underneath the device? 2000. Okay, got it. And how about your... I mean, how about the serial number of the device? All right, sir. Let me just repeat. It's 50D1OM26C27540. All right. And you...
02:00
Speaker 1
Uh, yes, I've only, I'm only hooking up the one and then I'll put the other one in a remote location. Okay. Yep. Yes. It arrived at my house last week. So I got it from Amazon last week. Sure. Let me get it for you. Yeah, I can get it. sure I don't hang it up on you. [silence]
03:00
Speaker 2
You only have two nodes, right? OK, got it. All right, sir, let me just finish up the record here and check on your router's information, just bear with me. Um, by the way, just to confirm with you, you just purchased this one, right? Um, I know when exactly did you purchase this? Mhm. I see. So, technically like um last week, um, you know the exact date somehow? All right.
03:00
Speaker 1
I ordered it on July 12th and it arrived on. Oh, wait a second. yes, I ordered it on July 12th. I received it on July 13th. Excellent.
04:00
Speaker 2
July 12th. Okay. Right, sir. That will be the uh warranty start date that I'll be putting here, so that you'll have a three-year warranty starting from July, so uh after after three years. Anyway, um, let me just let just pause. input up here alright all right so that's good here all right so let's start first work your with one of your other which will configure as the parent node for it will serve us your main router um let's plug it in to the Ethernet cable connecting to your modem and then once you secure the uh Ethernet cable that is already properly plugged in to the ethernet port um let's plug in the the power adapter to the power source um [silence] all right, okay, got it. [silence] alright. So let's um, let's observe the light indicator on the node. Let's wait until it gives us a purple light indicator or a pinkish red light, which means it's on setup mode.
04:00
Speaker 1
In uh purple. Yes. Absolutely. OK. One, two, three, four, five. OK. Now I have a flashing flashing purple and violet whatever color like.
07:00
Speaker 2
it's purple okay so all right mm-hmm okay okay so here's what we're going to do to manually configure it uh sir Tari just press the reset button on the parent node five times within five seconds not too fast and not too slow is just uh press release press release press release press release press release five times within five seconds all right and now let's wait for at least two minutes all right all right sir
07:00
Speaker 1
Where are you located? In the Philippines. Okay, lovely. My ex-wife was from the Philippines. Yes. All right. I had my own company
08:00
Speaker 2
So, um, we're located in the Philippines, Sir. Y- yes. Oh, really? Wow, so, employees yeah actually yeah that that's a good uh thing to hear sir coming from someone that's good um it means that it's already online but let's give it at least 30 seconds just to ensure that it will remain a solid blue light
08:00
Speaker 1
sure, right, So, let's see here. Okay, so that one's working now. Okay. Let me grab the other one out of the box. And the power cords... [ silence ]
10:00
Speaker 2
Is it still a solid blue, sir? Okay, that's good to hear. It's now online. Now we can work on the other one. Yes, sir. All right.
10:00
Speaker 1
Okay, I have it plugged in and I have a solid blue light. Okay. How far is what now? Right now it's only three feet. Just to get it easier to set it up that way.
11:00
Speaker 2
all right. Let's give it some time, sir. Wait until it gives us a solid purple again. By the way, how far is your child node plugged into the power source? I mean, how far is it From the parent node? 3. Okay. Uhm, all right, sir.
11:00
Speaker 1
yeah it's solid purple now yeah solid purple you Okay. Okay. oh in the paring mode again, okay. so five times parent mode reset. okay, one, two three, four five. Okay. flashing red for a second now it's blue. I think I'm picking up my Wi-Fi analyzer. it's called Vile setup.
13:00
Speaker 2
How was it? Violet purple. All right. So, let's do the 5-press method again, sir. Uh let's do it on the parent node. The same thing. Uh press the reset button five times within five seconds, but you need to do it on the parent node, okay? Not on the child node. Yes, sir. We didn't land there yet. Mm-hmm. All right. Yes, sir. That's the default Wi-Fi name for the parent node.
13:00
Speaker 1
Okay. Okay. Yeah, I'm showing signal strength on my Wi-Fi. Yeah. Yeah, I'm showing, I'm, I'm showing a, an Advanced setup aad and a Veldt setup E29 on my Wi-Fi analyzer. You're good. Yeah. Yeah. Okay, so the uh child node is flashing red. Okay. Yep. Okay.
14:00
Speaker 2
your linksys router but you also need to yeah you also need to double check the wifi name because it might also capture the child node since we haven't added the child node yet to the network. So we need to double check if it's that like that. Yeah that's why you need to double check your parent node wifi name. Okay that's good to hear sir. It's actually indicating that it's now communicating with your parent node. Oh that's just wait for it until it it connected and it's added to the network. [silence]
14:00
Speaker 1
[silence] So, what's the best app I need to use to manage this? [silence] Because I thought I downloaded an app. [silence] Okay, let me just look that up. So the uh uh, yeah, so I'm using Android. [silence] Linksys, what do you call it? Um, fill up app. Linksys Smart Wi-Fi, okay? [silence] Okay. [silence] [silence] Oh, okay. [silence] There we go. Let me let me do that to open that. [silence] Okay. [silence] [silence] Got it.
15:00
Speaker 2
So, you can use the Linksys smart Wi-Fi app. It's available on play store or and if you're using Linksys smart Wi-Fi. The logo shows two Ls with one on the right. But you can't access it yet if you're not connected to the Wi-Fi. So, you need to be connected to the Wi-Fi first for you to be able to um access [sound]
15:00
Speaker 1
Got it. Oh, I have Bluetooth on my phone, yes. Yes. Okay, I have solid blue. Yes, I do. Or, it looks like blue. Okay. Okay.
16:00
Speaker 2
Access the Linksys Wi-Fi app because it detects the router and locates the router you also need to ensure that the Bluetooth is turned oh Mm-hmm. You need to ensure that it's always so it's always enabled every time you open the Linksys app. [silence] Alright, so let's just wait for the child node and once it's it turns solid blue. We can work on the um the Linksys app on the child node. All right, that's good to hear, sir. Mm-hmm. Okay. That's good. Uh let's just uh let's just give it at least 30 seconds. But anyway, we can work on the uh on the the the Linksys app now. So uh just connect.
16:00
Speaker 1
Okay. Uuh. I have set up DIRSYN on one uh the child uh and I have set up E29 on the other one on the parent. Yes. Okay. What's next? [silence]
17:00
Speaker 2
to the Wi-Fi first [silence] on to Velop Setup. [silence] just check underneath the device. [silence] look for the default Wi-Fi name. [silence] alright. [silence] anyway [silence] you uh the Wi-Fi that would broadcast will be only the parent node since they're now connected to each other. [silence] yeah.
17:00
Speaker 1
Okay, so I'm going to launch setup and I'm going to do two mesh routers and agree to the service and just talk about connections, so just fast forward through the connections. Is that correct? Okay. It's connected. Next. So it likes a salad. Okay. I'm going to set it. Couldn't find your router. That's what I got before. Yep, that's the error message I was getting before.
18:00
Speaker 2
All right. So, let's open your Linksys app. Mhm. Yes, sir. Just follow the in-app instructions there. You can find your router. Can you force close the Linksys app first and then open it?
18:00
Speaker 1
Okay. I force. Closes it and restart it. Okay. Uh. No. Okay, let me get to that. Uh. Build up set up on E29. Connect. I need a password which should be of the back of this, right? Password X H L E P S.
19:00
Speaker 2
Mm-hmm. Yes, sir. Is your phone already connected to the Wi-Fi? Okay, I see, that's why. You need to be connected to the Velop setup. Yes, sir. [silence] All right, then let's open reopen the links app.
19:00
Speaker 1
So the first one says, are you already using a Linksys product and logged in? Which I do in my home in Seattle. I want to keep this one separate if possible. So it says, the next one option is I have a new Linksys product in launch setup. Okay, mesh routers. I agree. Next. Next. It's connected. Next. Red light solid. I couldn't find your router.
21:00
Speaker 2
[silence] Yes, that one. [silence]
21:00
Speaker 1
Okay, so I'm in settings on my Android phone, and what should I do? Okay. Apps. Okay. And all apps. And. I got to. Yeah. [silence]
22:00
Speaker 2
Rather, okay. How about this one sir? Let's try to go to your phone's Wi-Fi I mean phone settings and then you look for the Linksys app. it might need permission to enable the Bluetooth on the app. Uh, you look for the applications or app manager. You look for the Linksys Smart WiFi app
22:00
Speaker 1
Linksys, okay. notifications, permissions, is that what I want to get? Look at permissions. Manage app, remove temporary files, stop. Notifications, oh, okay, allow notifications from Linksys was off, I turned that on. Is that probably what I needed to do?
23:00
Speaker 2
Yes, sir. Can you check if there's a an option for you to enable the permission for for Bluetooth? [silence] What else are there what other options are there that needs permission?
23:00
Speaker 1
Um. so I went uh just location. allow while using the app or ask every time. allow only by using the app. That makes sense, doesn't it? Um, and then nearby devices. have access. allow. So the one that I changed was notifications was um now it allows notifications and I wasn't doing that before. Okay. Okay.
24:00
Speaker 2
Mhm. Mhm. Mhm. Alright. Mhm. Mhm. So let's try to force close this app again and reopen it. So instead of choosing new devices since it's already set up try to choose the already have linksys routers or manage.
24:00
Speaker 1
Oh crap. It's connected. Next. It didn't take me. Oh, okay. Now it takes me to connected. Um. all the way together.
25:00
Speaker 2
The Wi-Fi's up front, is that alright, sir? Okay, that's good to hear, sir. All right. And what... What's showing on the link there?
25:00
Speaker 1
it's asking me for my user uh wi-fi name and password um man what is it doing to me [silence] one second [silence] I'm doing this uh it's putting the password in there [silence]
26:00
Speaker 2
Oh, okay. You can input your new Wi-Fi name and password.
26:00
Speaker 1
Oh, man, it just changed the name again. It's messing with me. Yeah, it's, I start to, oh man. Change and shit. Yeah. See, I start trying to, so I'm naming your Wi-Fi. And so, when I start to
27:00
Speaker 2
uh-huh. just follow the NP instructions per K. tell me if you encounter any issues with it. so right now yours, which part are you?
27:00
Speaker 1
Type in the name of the Wi-Fi, it lets me do that, and then it already starts as signing a password. And then when I try to change in the password, it changes my name of my network. I'm sorry. System way. Uh, I I can. No, it just says next. Okay. Continue. Okay. Okay. Uh, Okay. Silence.
28:00
Speaker 2
Oh, OK. OK. Is there an option for you to skip that? [silence] For now. [silence] Is there an option for you to skip that for now? OK. [silence] You can hit next.
28:00
Speaker 1
The account was locked to protect from unauthorised access. Reset your password to log back in, okay? [silence] My pen just stopped writing. Bear with me, one sec. [silence]
29:00
Speaker 2
How about now, sir? [silence] Oh, okay, sure. [silence] Here, sir. No problem, just take your time.
29:00
Speaker 1
Okay, Starry System password. Okay. to be moving forward logging me in. I did a, um, it asked me to change my password. I changed it and now it's securing logging me in. Your account was locked to protect you. Reset your password to log back in. Okay. I gotta do this. Okay. Oh, it asked me to, um. reset my password, sorry. [sighs] Something happened. [sighs] Yeah, no it's, um. [sighs] Said it was sending me an email.[silence]
30:00
Speaker 2
How was it, sir? Okay. Mm-hmm. Oh, okay. So, are you on the login page? So it locked you for multiple at times. Hello?
31:00
Speaker 1
[silence] [silence] I am at a reset password and enter the email address and will send it. [silence] [silence] reset. [silence] [silence] It's just says it moved me to reset password. [silence] [silence] And it just keeps erroring. [silence] Okay. [silence] I'm at a login page. [silence] Let's see. And when I hit it fills it has my email address and a password there which I can't read.
32:00
Speaker 2
Mhm. Mhm. Which part of the Linksys up are you at right now sir. Reset password. Are you are you in the login page part? Um I think uh the that's the the admin password every time you log in the Linksys app. Are you referring to that? Yes sir. Yeah okay yes sir. Um how about we log in using
32:00
Speaker 1
Oh, okay. Yeah, yeah. So I'll, so I have the email and then I use the router password? Okay. Okay. So that's called, uh name for the Wi-Fi name and the Wi-Fi password, is that what you mean? Okay, I don't know how to get to that. I don't know how to get there. How do I get there? Name your Wi-Fi.
33:00
Speaker 2
No, sir. It will just ask you for the router password. Like it's it's the admin password. It's a different password. Which part of which part are you at right now? What's showing on the screen? [silence]
33:00
Speaker 1
You watch. This is crazy. Let me just try this again. See, I start typing in a Wi-Fi name and it changes it. Just starts changing it back to "velop.2N". Like, okay. It won't let me go forward now. No.
34:00
Speaker 2
Your WiFi, okay, and you've already named it. Is there an option for you to go ahead or skip that for, that that's... Okay. Okay, I see. Um, Let's keep that one for now. Our, our goal for now is to go on to the, the dash dash, dash board. The link says dashboard. Any way we can change the WiFi name and password there. It, it it won't, let you.
34:00
Speaker 1
Okay, so it brings the screen. When I click the links, it says, ready to complete setup? And then the two options at the bottom are complete setup or I don't want to continue this step. Okay. So it wants to log in, which I've changed it so many times, I can't remember what the hell it is. Let's try this. Let me try this. and it wants an email address and a password. [silence]
35:00
Speaker 2
okay um let's let's try to force close the links up and reopen it uh-huh uh complete setup okay uh what what can you see on the screen
35:00
Speaker 1
Okay, so I'll put my, uh, email address and then the router password. There's...there's not... No, it takes me to... It has the disclaimer privacy blah, blah, blah. And I hit continue, and it takes me straight to login. And it wants my email, wants my email address and password.
36:00
Speaker 2
So, I'm going to log in my email into the login page. You can see there email two options email and router password or router login. when you try to tap router login. No, no, sir. Uh, there's two option to log in the Linksys app. the first option. there's none. How Hmm. Okay. the option is I uh I Uh uh. is there an option to to to next or next or Go next or next I already set up. I already sign in to my email and it says sign in to router. To router Hmm.
36:00
Speaker 1
Oh, is there an option to go? Nope, there's forgots password, log, and create an account or skip for now. Okay. Create your router password. Okay. So, I, you want me to use the password that's on the back side of your router for initial setup because you lost it. Oh, yeah. The guy that was here last time just gave me all the information on what the password was. Okay. So, you put your password in. Okay. So, now we can leave all of this the way it is. This will be your username and your password whenever you access your router.
37:00
Speaker 2
[silence] ud...to next the page. Okay. Yeah. Skip for now. Okay. That would be your router password. So that would be your admin password every time you log in a Linksys app. That's what I meant. Uh there's two option to log in. It's either you use your email and password or the router password, but I would suggest uh logging in using the router password for easy access. Okay. So, uh it asked you to create your router password, right?
37:00
Speaker 1
for my password correct okay I'd like to okay let me do that upper and lower cases at least 10 characters okay [silence]
38:00
Speaker 2
you can actually change it if you want but for now if there's an option for you to change the router password you can change it all right
38:00
Speaker 1
[silence] Okay. I better write this down or I'll be in trouble. Yeah, I know. [silence] So I cut everything, okay? And [silence] This is tricky.
39:00
Speaker 2
Yeah, you need to take down notes to ensure that you won't forget it. Um, actually it's a little bit tricky. [silence] Alright.
39:00
Speaker 1
Setup E29 is ready. Go to dashboards. Yeah, it's looking encouraging. Okay, I'm there. Okay. Okay. Nope, well, let me. I start typing and it changes it for me. [silence] Please confirm if the transcript is correct before use.
41:00
Speaker 2
Okay. Alright, that's good. Okay, um, we can then proceed to, once you're in the dashboard let's go on to the three lines on the upper left corner. Mhm. Alright. And then let's go to WiFi settings. There you can change your WiFi name and your WiFi password.
41:00
Speaker 1
Yeah. It won't let me change it. So I just. Huh? I just hit. Top it. Okay. Let me just. This is the this is the, okay, WiFi name. [silence]
42:00
Speaker 2
It change it for you. Uh, you just have to top it. Uh, you need to top. Yes.
42:00
Speaker 1
Yep, I did that and it's restarting it so yeah, I was able to type it and correct it this time. Yeah. Okay. Okay. Thank you for all your help on this I appreciate it, yeah. It's resetting. Yeah. What the heck?
43:00
Speaker 2
And once you're done changing your Wi-Fi name and your Wi-Fi passwords, you hit the save option on the upper right corner. Okay, that's good. All right. Uh, do you accept? You might get disconnected to the Wi-Fi because you just changed your Wi-Fi name and passwords. Uh, just reconnect to the Wi-Fi and look for the new Wi-Fi name and use the new Wi-Fi password. And then uh, we can proceed with uh, relocating your child nodes. But for now, let's wait. Sure, sir. No problem. No problem. For now, it's still configuring, right? Okay, that's good.
43:00
Speaker 1
Well, maybe it's done. Let's see. No, it's still resetting. Yeah, it's still resetting. It's taking a long time. Yeah. Enter a new password. You're disconnected from the Treehou.
45:00
Speaker 2
How it is here. Okay. All right. let's just give it some time.
45:00
Speaker 1
reconnect the tree house. Treehouse Home. show me how. Okay? So I need to go here, you need to go to, Wi-Fi tree house. Connected. It says I'm connected. Okay. Uh, yeah, um, Yeah, solid light on the, on the child.
46:00
Speaker 2
Okay, that's good to hear, sir. So we have now successfully changed or updated your Wi-Fi name and your password, able to have your node go online. Now we can proceed in relocating your child nodes. Are they now all solid? It's back to solid light. Okay, so let's proceed in relocating the child nodes then. Just unplug it from the power source. [silence] Do you want to proceed with your removal? [silence] Just press [silence]
46:00
Speaker 1
Yep. [ silence ] Yup. Yup. OK, let's see if I can get that. OK, it's plugged in and it's 30 ft away.
47:00
Speaker 2
and move it, at least, within 30 to 50 feet away from the parent node so that it still have a a better communication with the parent nodes. Also, you need to ensure that it's placed in an open area without any electronic devices or appliances like microwave that would interrupt the signal. And then uh and then we're good to go once you're once it goes online. Okay.
47:00
Speaker 1
Okay, what's next? It was flashing blue, now it's flashing red. Okay, okay. Okay, cool.
48:00
Speaker 2
All right. Let us just wait for the child now to go back solid blue and we're all good. That's the normal light pattern sir. Just give it some time. you always need to give it at least two minutes every time you unplug it and plug it back in to reboot and set up [silence] this is [silence]
48:00
Speaker 1
It's still flashing red. Oh, now blue. It's all, it's all blue. OK. Oh, no, it just went red solid. Yeah, just connecting. OK, and then there it's solid blue. OK. Well, I really appreciate your help. That was a lot of challenging work, but we got it done. So thank you very much for your help.
50:00
Speaker 2
uh-huh. good to hear. okay let's give it at least 30 sec. to make sure that it remains solid blue light. that's still normal light pattern, that's why we need to ensure that it will remain solid. okay. that's all good now sir. I guess you're up and running and we're all good.
50:00
Speaker 1
later too thanks to be cute
51:00
Speaker 2
Yeah, you all did the troubleshooting, so I was just here to walk you through it and, uh, I appreciate your time. Appreciate your time and doing the troubleshooting. All right. Bye for now. Have a great day, and thank you for calling. Links to technical support. Bye for now.
51:00