V2 Rubric Detail — ff962534-5f9a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:24
Duration
96m 50s
Contact
Craig Kaizuni
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+27.5)

V2 Grader Summary

The issue was fully resolved with both nodes connecting and internet restored. However, the agent provided a materially incorrect reset duration (25–40 seconds), contradicting documented 10–20 seconds, which constitutes a critical technical inaccuracy. Despite this, the overall path was effective and customer-confirmed. No auto-zero triggers were present.

V1 Case Analysis

Customer reported WHW03 mesh nodes stuck on red/solid red. Performed paid support, guided wiring, resets, and admin-page configuration. Achieved solid blue parent and green child nodes; Wi-Fi connectivity restored.

Troubleshooting Steps
  • Verified hardware model (WHW03) and warranty status (out of warranty).
  • Guided correct Ethernet wiring (modem to port 1, computer to port 2).
  • Performed factory resets on parent and child nodes (incorrect duration).
  • Accessed admin UI via http://myrouter.local, changed Wi-Fi SSID/password, and added child node via wired backhaul.
  • Confirmed node LED status and internet connectivity on both bands.
Key Observations
  • Agent collected full credit card details (number, expiration, CVV) on an unsecured call—clear PCI violation.
  • Incorrect reset duration (25 seconds) advised for WHW03; KB specifies 10 seconds.
  • Suggested 5-press pairing method, which is not supported on WHW03 (only applicable to Cognitive Mesh/LN/MX6200/MBE7000).
  • Did not collect serial number or verify warranty before offering paid support.
  • Excessive hold time, repeated resets, and poor call control led to inefficient troubleshooting.
  • Final node status (blue parent, green child) and internet access confirmed resolution.
Positive Highlights
  • Correctly identified WHW03 Velop system and confirmed out-of-warranty status.
  • Guided proper Ethernet wiring: modem to port 1, computer to port 2.
  • Successfully guided customer to access admin UI via http://myrouter.local.
  • Helped customer change SSID/password and verify dual-band connectivity.
  • Confirmed final node status (blue parent, green child) and advised against future cable swaps.
Agent Errors / Gaps
  • PCI violation: collected full credit card details on an unsecured call.
  • Incorrect reset duration (25 seconds) for WHW03—should be 10 seconds per KB.
  • Advised 5-press pairing method not applicable to WHW03 (only valid for Cognitive Mesh devices).
  • Failed to collect serial number before initiating paid support.
  • Did not verify warranty status prior to offering paid support.
  • Repeated resets without validating outcome or adjusting approach.
  • Gave confusing instructions on URL entry (e.g., 'HTTP:///..colon slash slash').
  • Allowed customer to swap parent/child node without confirming topology implications.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms resolution: 'I think we are good... we're back to normal. I'm good.' Final node status is green and blue, indicating successful mesh operation.
R2 Met Diagnostic thoroughness conf 96%
Agent guided full diagnostic path: verified physical connections, performed resets, accessed myrouter.local, reconfigured Wi-Fi, and added child node via UI. Troubleshooting was logical and comprehensive.
R3 Met Correct resolution path conf 95%
Agent correctly identified OOW status, offered paid-connect option per policy, and proceeded with full troubleshooting instead of dismissing the case — aligning with best-effort OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptom (nodes not pairing), asked about reset history, checked LED states, verified internet via hardwired test, and diagnosed miswired topology — demonstrating logical root cause analysis.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used myrouter.local web interface, LED indicators, and direct observation of network names to guide troubleshooting — tools matched to the issue.
T3 Not Met No misinformation conf 97%
Agent instructed 25-second reset (twice), exceeding documented 10–20 seconds; later escalated to 40 seconds. This contradicts KB guidance and risks hardware damage — a materially incorrect instruction.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained general direction but had multiple long silences, repeated 'Can you hear me?' unnecessarily, and lost rhythm during hold — indicating weak call control.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated steps clearly, confirmed understanding ('you see two phones?'), and adapted to customer’s pace — effective for non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end: processed payment, stayed on call, avoided transfers, and followed through to resolution — full ownership demonstrated.
O2 Met Proactive follow-through conf 93%
Agent set clear expectations: 'I'll put you on hold for two to three minutes' and later resumed; provided actionable next steps throughout.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this was first contact. No handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details are not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer frustration or repeated effort; empathy was transactional, not personalized.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, repeated instructions when needed, checked comprehension, and adjusted explanations — maintaining engagement.
X3 Partially Met Overall experience conf 80%
Customer repeated steps (e.g., multiple resets, cable swaps) that could have been avoided with clearer initial guidance; effort was not fully minimized.
Call Transcript143 turns · 156 lines
Speaker 2
welcome to Link's support. For your in-warranty products, our support team is available to help with performance and hardware issues. To register your product, visit register.link's.com. Make sure to have your device's serial number ready. To get assistance, press 1 now. If you're calling about products out of warranty, paid support may be available. Please have your device's serial number and contact information ready. If all representatives are assisting other customers, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Hey, how are you doing? Well, I need your help. I've got ah Linksys router and your Linksys nodes and I can't get the nodes to go ahead and turn green. So do I need to hit the reset button on this or what do I need to do to try and get this thing fired back up again. It's not finding my network name. Yes.
08:00
Speaker 2
Thank you for calling Linksys. This is Epis, how can I help you? I'm good, sir. How about you? Okay. Okay. All right. It's not finding. Yeah, because you've actually reset it, so probably the, it's the default wireless names. So, let me just track your record. So this is Craig Hiizoni. Okay. And your email address is MomDavid@yahoo.com. Okay. Okay. I think it's already, you should be able to log into it. You can also ask our support, that's 1-800-326-7114. No problem, thank you. Thank you very much for your patience. You have a good day. Bye now. [silence] End.
08:00
Speaker 1
Yes. good. So since I read it then the Prime went back to the default gun. menu. So. Altogether. [silence] Yes. [silence]
09:00
Speaker 2
Hello. Can you hear me? Can you hear me? I still hear some echo. What about now? What about now? Can you hear me? Okay, so we have a WHW 0,3 and total off two nodes. correct sir. Correct correct correct correct correct. Correct. Correct direct. Direct sir. Your default setting sir, Craig. So yeah, you need to be very careful with that because once you reset it it will erase. It will remove all the settings, all the configuration. So you need to like re configure that. It's like you're starting from scratch. Oh Kay. So upon checking here sir you have a WH W 0,3 mesh router. So definitely this router is already out of warranty. I believe you're already aware of that.
09:00
Speaker 1
OK. OK, let's do. Yeah, let's do. Let's I need to get these nodes back up. Because the node is the only one to hit the reset button.
10:00
Speaker 2
For out of warranty devices you're no longer covered for free technical support however we can give you options you can go to our website this is for free which is support.linksys.com so you can find articles on how to set up the device. The other option is our paid connect service which will cost you $1 of sale for 15 15 it's just a one time limit lasting for 60 minutes of troubleshooting so how would you like us to proceed sir Craig? Okay. So all in all you have two notes that includes the parent node right? Okay. All right so both of your nodes are all red you don't have a um connection right now okay. All right, so let me just uh so you will go for the paid connect service and uh let me just get ready of my system here. Please, give me one to two minutes. All right. [silence] Okay. So, I'm going to process the transaction sir but before.
10:00
Speaker 1
Okay. okay. these are. under stand. Yep. my first name and last name for a Glew with a K Keizumi FOR one zero zero three NINE zero zero zero three NINE zero seven 16 53 5 6 6 7. 10 29.
12:00
Speaker 2
will do that? I'm going going to stop the recording for security purposes, okay? So let me do that right now. All right. So what type of credit card are we going to use for the transaction? Visa. Okay. By the way, sir, this is nonrefundable, all right? So if ever the yeah the devices seems to be defective, we can no longer have that replaced. So yep. What what what is the name that appears on the card? Okay. and your card number? Expiration.
12:00
Speaker 1
nine, eight, nine, six, eight, four, one, zero, six, eight, four, one, zero, six, I'm going to get the
13:00
Speaker 2
Security code? Okay. Uh, what's your zip code, sir? I'm sorry. Okay. a pre-so you were successfully [silence]
13:00
Speaker 1
Go ahead. Sorry. Okay. Sounds good. Yeah, great, Greg with a K-A-S and kilo. So I grabbed the parent node. I've got the parent node here. So just in case, I'm sure we have to reprogram that as well, you know. Great. I get, okay.
14:00
Speaker 2
Yeah. you're successfully charged by the amount of $15, sir. So a copy of the receipt will be sent to your email, okay. mm-hmm. and again, the email address is kayraigka@msn.com. right? Okay, so we just sent you. Yes, we need also to bring your um child node closer to the parent node. Okay? So we can easily uh
14:00
Speaker 1
Okay. Let's move on. Okay. Okay. I mean it's not good. Yes, I can read just fine. And, yeah, hold on. You want, you want both, you want both of them turned on? Um, let's solve it bad. It's having some trouble. Here's one.
15:00
Speaker 2
configured on both. All right, so, yeah, we just processed the transaction successfully, so I'm going to resume the recording now so we can continue with the troubleshooting, okay? So, all right, can you hear me okay? Okay. All right. [silence] Okay, just let me know if the parent node and the child node are turned on and they're ready. [silence] Yes, yes, they're Craig. [silence] By the way, did you perform a reset prior to this connection? Yes, I did.
15:00
Speaker 1
Yes, I did. Yes. No, not the parent node. Just, just, just the, not the parent node. The parent node, it never did get a reset. Yes, parent node line is made because it's trying to get it, get it from the main base unit. Okay, so hold on. Let me, Go ahead. What do you need? Okay. Okay. Okay, hold on a sec. So, I just need a power on the parent node. Do I need to put in an internet cable into, into this? Yes.
16:00
Speaker 2
[silence]
16:00
Speaker 1
The first port is Port, so where do I put and so I don't do the router yet. Is that what you're saying? The router. Okay, so I need to go ahead and put the port Port 1 from the same central link modem into the port just right above the reset button, correct? That's Port 1. Okay. Yep. Okay? Okay.
17:00
Speaker 2
Yes. So, you need to have that connected. So, from Century Link, you need to make sure that you connect it to the first port on the parent node. The first port is right above the Reset. above the Reset button. Yes. Yes. That that's the first port. So, you have a cable coming out from Century Link. You need to connect that other end of the cable to port to port one of your parent node. The port one is right above the [silence]
17:00
Speaker 1
Okay, that's been applied. Tang along. Okay, parent network turned on. Parent network's powered on, and got it into the modem. Hold on, let me get the second one plugged in. Yeah, hold on, let me get the child mode on. Okay, both are online, just plugged into the child node.
18:00
Speaker 2
Reset button. Okay, just let me know if that is ready. Okay. So, both child node and parent node are turned on, right? They’re power on.
18:00
Speaker 1
That child mode is plugged in. Yes. OK. Hold on one sec. Let me, go to the next, you can. There we go.
19:00
Speaker 2
okay. daughter node is plugged in. okay. all right. so, okay, so, Craig. so, um, by the way, uh, is is it possible for us to connect um your computer to the parent node? do you have an extra Ethernet cable?
19:00
Speaker 1
Go ahead and plug this into the computer. Okay, so let me see. Hold on, so up the other. So, where do you want me to go? I mean you want me? Yes, it's a laptop. Okay, so plug the cable into the other vacant port, which is port number two. Okay, okay. Is plugged in there. Um, let me go ahead. Okay, we should be sitting the stuff. Excellent. Okay.
20:00
Speaker 2
yes park number two yes that's correct? [silence] by the way Craig did you also very if you have active internet connection with your center [silence] laptop park number two? Yes that's correct [silence] by the way Craig did you also very if you have active internet connection with your center
20:00
Speaker 1
Oh, yeah, no, I do have I do have, yes, I do have access to the I have a connection to that it's up and running right now. Okay. Keep me a second. Okay, I have my notebook computer, it's turned on. Okay, I'm ready. Okay. Yep, I'm ready. Do you want me to go to a website or to a website? Do you want me to just go ahead and put in the
21:00
Speaker 2
[silence] Okay. Trying to go online. Trying to go online and see if we're able to get a connection.
21:00
Speaker 1
it's everything a modem was healthy trying to tell me to do it the ip address for that okay how do i do that well try to look at any website This is can't reach this page. Yep. Okay, so. Okay, so. So how long do I? Go ahead, reset button.
22:00
Speaker 2
No. Um, just uh, check if you can go online once we are hardwired to the parent node. Just try to open any website. Uh, just try to open youtube.com or yeah. Can't uh, can't reach the page. Okay. All right. We'll just perform a reset on your parent node, sir. Okay, cuz sometimes even if we uh, yeah, normally uh, Yes.
22:00
Speaker 1
25 seconds. Okay. Okay, got it. Do it right now. [silence]
23:00
Speaker 2
Yeah, press the reset button for 25 seconds, okay? You would be able to tell if you're, yeah, if you're able to successfully reset it. Once the, the light on top, the LED indicator will turn off and it it will blink and it turns blue. So that's actually the process. So, once you have that, yep. Press it for 25 seconds.
23:00
Speaker 1
Okay. I did it for 25. um There's a faint blue light on top. It's not really bright. I'm gonna have to repress it. And I have to press it again. Did you say yes? No, it's not. No, didn't wink. No. Yes. You want to press it for 25 seconds again?
24:00
Speaker 2
Yes, 25. Sir. Okay, did the light blink? It didn't blink at all. When you press the reset. Yes, please, try again.
24:00
Speaker 1
Okay. Uh, There is no ? Uh ? Club Gim It's like it's just dead. not resetting. [silence] Okay, do you want me to go ahead and swap the node and get the perm node? Okay. Okay, got it. Okay, I got it.
25:00
Speaker 2
It's not resetting. Can we swap the node please? Make your child node as a parent note. Yes, make the child note as your parent note. Okay. So, just to make sure that you have the same connection. So the century-modum, or the Centurybox should be connected to the forth one, and the computer is- should be connected to the second port.
26:00
Speaker 1
Here's a summary: The speaker has a Powerpoint presentation on their laptop and is ready to start the presentation. There are a couple of breaks where the speaker takes a deep breath. [silence] "It's going to be my stuff." Put the power in. So port one is right about the reset button, correct? OK, got it. OK. What's being written? Yes. OK. OK. Speed right now. But you want me to go ahead and do it for 25 seconds, correct? OK. I'm doing it right now.
28:00
Speaker 2
correct once you've done that, uh, Sir Craig, um, do the reset on the, uh, on that new parent node, okay? Just press the reset button for 25 seconds. That's right.
29:00
Speaker 1
I got some grabs. Blinking red. okay Blinking first, so.
30:00
Speaker 2
Okay? Right. We'll just wait for it to stabilize.
30:00
Speaker 1
well it's not well it's just dead there's no light uh which one the original parent no yes I did I did no I did hold on hold on hold on hold on the switch the switch is oh the switch is on let me let me go ahead and plug it in[silence]
31:00
Speaker 2
(. . . ?)=What about // (the other node?)=What is the uh uh (LED indicator?)=The LED indicator. (. . . ?)=Did you // (plug in the power?)=On the // (that node?)=(. . . ?)=Yes, // the original one. (. . . ?)=But there's no light.=Can you // (check the switch?)=(. . . .)(. . .)=(. . . ?)[silence]
31:00
Speaker 1
Plug it in, but there's just a fink, if you like come on. I saw something. Link. It blinked once and then it turned, it turned off. Yeah, hold on a second. Yeah, go on up. Uh, return node. [silence]
32:00
Speaker 2
Okay, how about the, uh, yeah, we'll, uh, can we check the, the parent node? Check the parent node. What is the light indicator on that one? The new parent node.
32:00
Speaker 1
is flashing kind of white. what does flashing white? oh yeah. still flashing white. so now, oh, okay. now it's stable. it's new, solid blue now. let's go to that website. YouTube. ok. so now i gotta
33:00
Speaker 2
[ silence ] a little, too. [ silence ] ahí, hasta
33:00
Speaker 1
website says, let's get you up and running and let me let me hit youtube well when I flash it. Okay, now I can get you onto youtube. So now I've got a website here that says, let's get you up and running. So what's the best way to manage this room? I see Apple Store, Google Play, I see two QR codes, two phones, yes. Double click on two phones. Okay, it says, hmm, can't reach this page.
34:00
Speaker 2
what are the options? What are the options? Do you see an image of two phones? Double click it, sir, please. Yes.
34:00
Speaker 1
http:// www.& silence. router local. That's now I'm just up the web that says flash my router dot local. Then I got recent searching and silence.
35:00
Speaker 2
Okay. How about this? Uh, on the address bar, type in http:///..colon slash slash my router. dot local. local.
35:00
Speaker 1
That's all it's telling me here. Oh, I did. Okay,HTTP HTTP, not S. HTTP only. Not local. Okay. Now it's back to those two phones. Yeah, I did. Okay. Okay. Not those pens. Correct. Okay. [silence]
36:00
Speaker 2
Make sure that you type that on the address bar sir, not on the search, because it will give you search results. Yeah, just just HTTP colon slash slash my router dot local. Yes, double click on the two phones. Or you can actually just click it and check if it's if it asks for a router password.
36:00
Speaker 1
oh do i need to put in the router password okay put sign in okay invalid router password please try again yes a d m in hold on a d m in it gives me the ability to reset the password open the coffee queue hold on one sec
37:00
Speaker 2
by default it's admin a D M I N all lowercase mm-hmm a D M I N all lowercase mm-hmm right mm-hmm okay if that doesn't work try the reset password and put in the recovery key it's underneath that new parent node mm
37:00
Speaker 1
okay hold on i'm sorry no hold it up for a sec 2 6 1 1 3 8 hold on it shifts[silence] shall I just put an admin for the password? Oh, it comes to create new admin password and hint. new router password. Okay, hold on. how many letters does it need to be? at least 10. Yep. Yep.
39:00
Speaker 2
But if admin is not working, sir, you may put in the, I mean you may try reset password and put the recovery key. After you put the recovery key, what happened? Yes. So you need to create a new router password. So that's your router password. Yes. You need to take note of that, sir. That's a new router password. I think it should be at least 10 character password combination of numbers and letters. And there should be one.
40:00
Speaker 1
Okay, I've got it. I'll anybody just let us go down. [silence] [silence] [silence] [silence]
41:00
Speaker 2
capital letter, and a special character.
41:00
Speaker 1
ok. set, ok, yes, yes uh huh smart smart tools, well it meets the privacy policy at the bottom. I did.
42:00
Speaker 2
Okay. Are you able to sign in? Okay. So we're, are we on the Linksys smart Wi-Fi tools set up page? Okay. Yes, that's very good. Now, please click on CA, sir, down at the bottom right, beside the privacy policy. It's really small. So, just click on CA. Yes. You need to scroll down the bottom, bottom right. More silence.
42:00
Speaker 1
Oh, I see privacy statement. Yes, uh huh. Got it. C-A, click on C-A. Okay, got it. Okay. Okay. Okay, got it. I see there's a build set up 2.4 gigs 5 gigs. Right. Well,
43:00
Speaker 2
So there's privacy policy beside privacy policy. Yes, right next to privacy statement, you have third party licenses and then OCLA privacy policy. Do you see there's CA? Yes, click on CA. All right. Now what we're gonna do next is we're gonna personalize your Wi-Fi settings. So kindly go to Wi-Fi settings. All right? Yeah. So you you see the 2.4, you see the five and there's also another five. So kindly [silence] output only: [silence]
43:00
Speaker 1
Okay. So, go ahead. Go ahead and change. Okay, it gives it gives me the password right now, so what do I change it at? Oh, okay. So I just need to go ahead. Okay. Okay, hold on one sec. Let's do this again. I got this five tracked here. Let me go ahead and do it one more time. Okay, so I'm doing the 2.4 gig first, and I click on develop develop setup.
44:00
Speaker 2
change, the name, sir. You may change your network name as well as the Wi-Fi password. So, I would suggest you separate the names. So, for the two point four, you may put your name and then put two point four at the end. Same goes with the five gigahertz. Yes. Go ahead and change it right now. Um, it's up to you if you want to retain the password, if you want to use the same password or you want to make up your own password. That's the Wi-Fi password. That's the password that you need to put in when you connect your wireless devices to your network.
44:00
Speaker 1
and it gives me a password but I can change that password is what you're saying correct. I can change that password. Where do you change that at? Oh, I see it. Here it is. Oh, I see it right there. Okay, got it. Now, what am I calling the Wi-Fi name? Okay. Let me do this. Do I need to put the underscore in front of it? No. Just, okay, I put my last name and then put 2.4. Okay. I'll change the password here to something, let's see.
45:00
Speaker 2
come again? yes, you can change the Wi-Fi password. Well, you can make up your own password, sir. Well, that's the name that will show up when you try to connect to your network. So you can put your last name or your first name there and then just put 2.4 at the end.
45:00
Speaker 1
How many characters does this need to be? How many characters does the password need to be? Police state. Okay, I've got that taken care of. Anything else you need to change? Okay, got it. Okay, let me do this. Yep. Going to change the five gig.
46:00
Speaker 2
I'm sorry, sir. at least eight characters yes, you may use the same Wi-Fi password for all bands yep so uh yeah, so you don't really have to remember all the passwords
46:00
Speaker 1
Okay. I don't have to do the last on the life. This is a 5 gig. Okay. Just the same last name. Just put 5.0. Okay. Okay.
47:00
Speaker 2
yeah, just do the same thing. Just do the same thing. Yes. for the 5GZ2. Yes, just the same. Yes. while you do that, sir. Can I put you on hold for just two to three minutes? I'll just uh check something, okay? I'll get back to you. Just hold on. [silence] Hello sir Craig. [silence] Yes. Hi. Thank you so much for patiently Rading. Alright. So, yep, did you change the settings already? Okay. Yes.
47:00
Speaker 1
and then go ahead with click apply.OK.I hold on.Yep.Yep.let me do that right now.Thank you for the device.OK.Got it.OK.Now click apply,correct?It says yes,be updating your Wi-Fi settings.Click yes.OK.Applying change.
52:00
Speaker 2
Yes, you can actually take a picture of that settings first. So you'll have a copy, so you won't forget it. Okay. Now you may click apply and then okay. Yes? By the way, that computer, that desktop computer is [silence] it is also wireless capable, right?it does have, oh, yes,yeah, okay, yeah, it's a laptop, yeah, so while waiting,Yep, you may click okay, so while waiting for for it to save the settings, sir, can you check the child node light?the new child node light?yes, how far is that from the parent node, by the way, from the new parent node, how far is it?how far?okay, it's red.
52:00
Speaker 1
So what do you want me to do with that? On the setup page on OK. OK, on the laptop. OK, let me just OK. So the child note that was a parent, that's the parent that was is now. The child note has a red light on top of it. OK. I'm I'm there now. I'm still at that sign in page. Let me click OK. Let me click OK. OK. It's just back to that, you know, where you can see what everything looks like. Yeah, right? Hold on. Hold on. Let me hold on. Hold on. Can I still see the what?
54:00
Speaker 2
okay, going back to the setup page the uh, just go back on the laptop. yeah, just go back to the laptop okay. alright, so uh, it's back to sign in page or Linksys Smart Wi-Fi tool? okay, can you still see the CA?
54:00
Speaker 1
CA. Yes. No. No. I don't know. No CA option anymore. Okay, hold on. Okay. Okay. Oh, yeah. See a router setup. Okay. What's that? Okay. Okay.
55:00
Speaker 2
Can you still see the yeah, did we click no CA option? OK, no CA option. Can we go to connectivity? Click on connectivity. We'll just try to add the wireless node. So, under connectivity, do you see their CA router setup? Beside administration. CA router setup. Please click on it, please click on it. Sir. OK, so once you click on CA router,
55:00
Speaker 1
uh... uh... alright, wireless node, I see add wire, I see I see add wire child node, Oh, add wireless child node, click on it, okay, got it, okay, the grade out, okay, okay, now, now came back on, now came back on, it is, may apply, Okay.
56:00
Speaker 2
Setup you see there option like add Wireless Node, please click on it. Add Wireless Node. Add Wireless Child nodes. Yes sir. Okay that's great Al. Now you may. Yes now you may click apply and then okay. Okay
56:00
Speaker 1
next. No, let me see. hold on, let me see again. It's not really nice. sweet. Melissa still solid red. okay. so didn't have it. no change. so let me move the child note over a little bit closer so I can see it, because it's on the other side of the desk here. Okay. I'm moving it over there really close over the mode so I can see what's going on. Do you want to push any buttons on this child, this new child mode? The reset button or anything.
57:00
Speaker 2
All right. Now, do you see the child node light from there? Can you check if it's blinking or if there's any changes on the light on top of the child node? It's still solid red. Okay, so no changes. [silence]
57:00
Speaker 1
Okay, okay, perfect. Okay, okay, 40 seconds. Okay, you got a timer there? You can go ahead and time it. Okay, I'm doing it right now. Okay, just give them,
58:00
Speaker 2
Yes. Can we do the reset again? Yes, on the child node. Try pushing the reset button, but right now, we'll push it for like more than 25 seconds. Like, uh, 40 seconds, okay? Hi. Yes. Yes, sure. No worries. Okay.
58:00
Speaker 1
Maybe now it'll turn red again. Solid red. It's probably telling me about it and maybe I pressed the reset button too many times. It maybe maybe did something electronically to this unit. It's solid red. So maybe this is a damaged old now.
59:00
Speaker 2
Okay, you may let go, sir. Any changes on the light? Is it blinking? It's still solid? It's solid red. Okay. So, when you press the reset,
59:00
Speaker 1
no changes on the radar just then yeah no changes not blinking or anything it just goes back to solid red okay where do I go on the laptop I'm on the laptop is that what you're saying okay okay yeah I do I'm going to click on it see what mounts are available there [silence]
60:00
Speaker 2
right. OK. Okay. Can we go back to the laptop? What we're gonna do first is we're gonna track if uh if you can uh if you can see the set up there on the laptop? Okay. Yes. If it shows the network on that uh child node. Do you see the wireless icon at the bottom, right? Uh yes, on the laptops are at the bottom right hand, you see a wireless icon?
60:00
Speaker 1
okay let's see what I see there okay I see the 2.4 I see the 5.0 so I'm gonna click on the 5.0 it means it kizumi-velop 5.0 yes yep not the setup I I see the I see the Wi-Fi I have to go ahead and click on it to go ahead and activate the Wi-Fi and put in the password yes I do I see the 2.4 and the 5.0 so I'm gonna click on the 5.0 so select it
61:00
Speaker 2
Yeah, so, so you see there, the underscore will up, set up. Okay, so it seems that. So, um, okay, do you see your name, the, the one that you set up? Okay, can we select that name? Okay, select the name and connect to it, yes.
61:00
Speaker 1
Just can't connect to the network. just can't connect to the network. Yes, yes, I put the password in. Can I go back to the main screen on this and try and change the password again?
62:00
Speaker 2
yes, it's going to ask for the password sir, so type in the password that you set up. [silence] did it ask for the password when you try to connect to it? [silence]
62:00
Speaker 1
Okay. you. Hold on. the 5 gigabits. the password you're all the same. how do I do that? I did. You're talking about entering it manually on the phone. Or, I mean, on the on the website. Yeah, that's that's what I did. I. Entered it manually. Okay, hold on. Okay. That was 2.4. Should I just go ahead and not click on connect automatically, should I just go ahead and do connect and see if the password's gonna work? Okay. I I have to get in. I'm running Windows 11, so I got to go ahead and do something different. It's Windows 11.
63:00
Speaker 2
password I need to manually type the password yes yes on the computer on the computer when you select the network yes it should can if is there an option to forget the network when you try to connect I mean when you select your network uh-huh. if you select the network so
64:00
Speaker 1
Now it's working. It's verifying and connecting. I don't know what I did. Maybe I pressed the key. Okay, so it's connected on the 2.4. You want me to try it on the 5.8ghz now? Okay, hold on. What? Please use a net++Ju. Hold on. Okay. Okay, I just connected to the Ethernet cable. You just want me to try a website here like youtube.com?
65:00
Speaker 2
If you select the network is there an option for you to forget it? Okay it's connected. Uh just try to disconnect the cable. We'll just have to check if you're able to go online wirelessly. Because right now the laptop is connected with a tether net cable. So disconnect the cable from the laptop. Yes that is correct. Music.
65:00
Speaker 1
Okay. Yeah, I can get on youtube.com. Yep. It's working. Okay. Yeah. Yeah. I can. You? Yes. But, yeah, let me go ahead and try the other one, the 5 gig.
66:00
Speaker 2
Okay, try another one, just to make sure. Okay, okay, that works. So you're able to go online wirelessly. Would you like to check your other wireless devices?
66:00
Speaker 1
So see when I don't, when I, when I uncheck connect automatically and just try to put put it manually in men it's connecting. there's some odd reason, does that makes sense? Oh, could have been. Yeah. Okay, I did. I did. I did put them in the new one. Okay. It's connecting on the five gig now too. Yes. Right.
67:00
Speaker 2
Well, maybe the password that was in there was the old password that you set up, so you need to put in the new one. That's why it's not connecting. Okay, that's very good. So with regard to the other child nodes sir, probably there's really something wrong with the reset on that one, because it's not resetting. Right now, if you view the available networks, can you see the underscore velo set up something? [ Silence ]
67:00
Speaker 1
Can I see in what the Wi-Fi settings? I see bill ups set up. underscore, bill up set up 007. How's? Okay. Okay. Okay. On. On the on which one? On the new parent, no, that we just hooked up. Which which was a child more before? Okay. Press to reset, button five times. Okay, here we go, [silence]
68:00
Speaker 2
Yes, under Wi-Fi, can you see the name that's? Okay, so it actually shows the network on that new child node. Okay, let's just try sir. Okay, let's just try to, let's just try to do that okay? because it's still broadcasting the IP power. So, probably that has been reset successfully. On the parent node, on the original parent node, try to press the reset button five times. Okay, but you need to press it once on the new parent node. Yes, press the reset button five times. Yes.
68:00
Speaker 1
1 2 3 4 5. Okay, got it. Okay, was red and now turned to blue. I'm just supposed to turn to green. Okay. It's blue right now. It's staying blue. Let me see. It's still solid red.
69:00
Speaker 2
Yeah, do not push and hold, just press it once, okay? So, press to release, press to release. Yes, blue or green. Okay, can we check the child node, the new child node light, the indicator, sir? Is it blinking or?
69:00
Speaker 1
Still solid red. Yep. And the new one that was the child mode that was made apparent is solid blue. With the ethernet cable, Well, yeah, I got the ethernet cable here that's plugged in port to doing the child node of the child node that used to be the parent node. Okay. So that's on the other side of the reset button correct Got it. Okay. Okay.
70:00
Speaker 2
still showing Solid red. Okay, can we connect that child node to the parent node via Ethernet cable? We'll try to add that as a wired child node, okay? So do you have an extra? I think you have an extra ethernet cable, yes. So use that cable that you add. Yeah, connect that to port number two of the child node, okay? Yes. Yeah, the second port. Yes, port number two of the parent node to port number two of the child node.
70:00
Speaker 1
Got it. Okay. Yep. Okay. Okay. Next. I don't know if I do. I don't think I do. No, I don't. Okay. How do I get there? HTTPS colon slash slash laurens.
71:00
Speaker 2
Okay, all right. Now, do you still have the smart Wi-Fi tools page open on the laptop? Can we go back to that page, sir? Go to my myrouter.local. Yes, myrouter.local.
71:00
Speaker 1
Okay. Okay. Um there with the two uh two phones just click on the phones. Double, just click on the phones. Okay. Okay. Here we go. Okay, we're getting on the setup page again. Access router. Okay. Amen. Okay. Where do you want me to go? Mm-hmm. Okay. Got it.
72:00
Speaker 2
okay, press enter. press enter. yeah, double click that. okay, press enter. click on the phone. yes, that's right. okay, so yes, that's the router password. remember you've actually created your router password, kindly type that in. okay, so you're in. all right, go to CA again, click on CA at the bottom right.
72:00
Speaker 1
I'm there. OK. Straight out. Why? OK
73:00
Speaker 2
all right, and then click on connectivity. And click on CA router setup. And then click add wired child node. Okay. Okay. All right. Now, once you've clicked that, click apply and then okay again. Oh, Okay, can you check the child node light, the LED indicator on the child node, sir, if there's any changes? [silence]
73:00
Speaker 1
Yeah, at least it's flashing often on red. It wasn't doing anything before. So, can I change the name of one of the the 2.4s that I have under? How do you how do you change the name? Just click on it? Yeah, right. Okay. Oh, so we don't want to do that yet. Working on the the child. Yeah.
75:00
Speaker 2
Yes, you can change it, but you need to go back to Wi-Fi settings to change it.By the way, every time you make changes, the router will reboot itself. So, you need to reconnect. Yes. Yeah. Since right now we are actually connecting the child nodes. Yes, we're still connected.
75:00
Speaker 1
Okay. Yeah. Let me see what's going on here. Well, it's turned green. Turned green. Good sign? Okay. Okay. On this, uh, child node, right? Okay. Hold on.
76:00
Speaker 2
it still doing the process so how's the child node any progress it turns green great yes actually that's connected um can we disconnect the cable from the yeah from the child node then we'll check if it uh remains green
76:00
Speaker 1
And I turned off now, that turn her off. It didn't stay green. After I unplug the ethernet cord. It's dead. Dead. Nothing. No light. That's not a good sign. No, it's still plugged in. Yep, still plugged in. That's not a good sign. Okay. Oh, the you want the the switch is turned on too. Okay. And you're saying and you're saying it should turn,
77:00
Speaker 2
Okay. Is it, after you unplug the ethernet, what happened? No light? uh, how about the power? Is it still plugged in? Okay. We'll wait for it. Maybe it's gonna turn on. Yeah, sometimes it takes awhile for, for it to, you know. [silence]
77:00
Speaker 1
It should turn blue. Oh no, wait, wait, wait. Now it's flashing red. So it's firing up again. So that's a good sign. [silence] it's trying to go ahead and find the node of the parent if it's flashing red? Okay. Yeah. Let me see. My old one, my old one that we set up, there's an old, okay? So the node on the one that we were seeing was a parent and changed, that changed from a child to a parent. The light is blue.
78:00
Speaker 2
Yes yes doing the pair again yeah yes that's okay that's normal
78:00
Speaker 1
Oh, I turned green. The child, child, no, turn green. Yeah. Okay. Okay, okay? Oh, wait, wait, wait, wait, wait, wait, wait now now turn red again. Uh, yes, blinking. Oh, now turn green. OK. So it should be good. I can go ahead move this right. I can move the mode back to work. I can move the mode back to work. I can move the mode back to work. OK, hold on one sec. Hold on one sec. Hold on one sec. Hold on one sec. So the new child mode will always instead of being green will always be blue. Uh, the blue or green. OK, hold on. OK, good. OK, hold on one sec when you cover soon.
79:00
Speaker 2
it turns green. the child node turns green. very good. okay, so that means it's connected. you may actually relocate that node, sir. okay? you may, yeah, you may move it. it's blinking. yep. that's all right. yeah, it actually, yes, that's the, how it actually, uh, do it. yes, you can move that node. that is correct. it's either blue or green. so that's the indicator that it's connected, yes.
79:00
Speaker 1
Okay. A good thing that was doing that before. Okay. So, now, I can go ahead and disconnect everything, correct. Oh, wait, wait, wait. I want to go ahead and change the name of that 2.4. I can do that now too, correct.
81:00
Speaker 2
Sure. just make sure it's still getting a signal from the main node okay? and uh yeah, it's still getting good signal. [silence] yes [silence]
81:00
Speaker 1
Okay. It will reboot. Okay. Okay, so how do I get, go back to, oh, I didn't do that. I'm sorry. Uh, click on CA. Oh, CA's gone. Oh, I've got it. Then I can go ahead and change the name, the, the information here. No, no.
82:00
Speaker 2
Yes. So, once you actually change the name, yeah, we need to reconnect that. Yes, cause the router will reboot. So, if you have that Linksys Smart Wi-Fi page open, just go to Wi-Fi settings. Make sure first you click on CA, so you'll get the complete connections. Okay, if there's no CA option, just go to Wi-Fi settings. Yes, you can actually change the name from there. That is correct. [silence]
82:00
Speaker 1
okay right okay just any changes okay now i can go ahead and unplug the ethernet cable from the parent correct and set everything back up the way it was before from second port okay and then i'll put the cables back in that I had before for the port one as well
83:00
Speaker 2
Yes, Yeah that's correct from the second port. right now.
83:00
Speaker 1
Okay, Paul, almost. What is this most important? Yeah, I'm doing that right now. I disconnected one. That was easier to try and get off and to choose So it was a little bit difficult. I'm gonna put a power cable on this too so I can get access to it. That's too big it's humans here.
84:00
Speaker 2
Okay. You just need to disconnect the the Ethernet cable from port number two. Okay. I
84:00
Speaker 1
Hold on, I got to go to the bathroom smaller paper. Hold on, I'll be right back. Yeah, hold on a sec, I didn't. Oh, on the other one? Hold on a sec. Let me get this cable off. I haven't got that yet. Okay, and I'm getting that cable finally out of that, so let me hook everything up the way it was before. [silence]
85:00
Speaker 2
Okay, so did you get the blue solid, the light, underline parent? Yeah, can you tell me sir what's going on right now?
86:00
Speaker 1
OK. Yeah. Yeah, hold on a sec. I'm trying to get these wires back into the... mode here, so hold on a sec. .
88:00
Speaker 2
Okay, please uh give me an update sir. What is it uh what's going on now?
88:00
Speaker 1
Okay, the new right mode is now been.
89:00
Speaker 2
Yeah, it may take a while, actually. yes, but actually, it should. It will turn green and blue. As long as it's, uh, blinking, that means it's communicating. Unless it's a solid red, then that means it's disconnected. Yes. Yeah, but, but right now, the laptop is still connected, right? Yeah, you're able to go online using the laptop. Okay. Yes. Yeah, actually, uh, yeah, um, right now, two of your no.
90:00
Speaker 1
Ooh. I think we are good. I think I think it's going to pair up things. No, thanks. You so much. I appreciate the help in video. Okay. Now that's let's oh wait, wait, wait, wait, wait, wait, wait, the other pin will just turn red. What does that need? Yeah. the main one, right? So, while on this one port 2 is where I have the century link modem plugged in. And then the router is in port one. The Linksys router that I have in this note one. That correct. Okay.
92:00
Speaker 2
Nodes are configured, okay. We also personalized the network, Sir Craig. So will there be anything else sir that you need help with? Yes, it may, Yeah, that may take a while, but don't worry, as long as it's actually blinking, Yeah, and you've relocated the The parent node, the main one, right? Yeah. Yes. So make sure that you have the modem connected to the the
92:00
Speaker 1
modem is connected to wait wait wait modem modem is not in uh I've got oh well I don't I got to reverse it then yes yeah I think I did change the connection now so I need to go ahead and change and put the modem the yellow the modem to the center link goes in the port one correct right you said the modem goes in the port one the the um and the router goes into port two the next just router right okay got it
93:00
Speaker 2
connected to the first port. [silence] Which is right above the reset? [silence] Yes. [silence] The modem is the one from CenturyLink. [silence] Yes. [silence] Did you did you change the connection? [silence] Because uh we just had it working earlier. [silence] Yeah. [silence] The computer is disconnected. [silence] Yeah, the modem should always be connected to the first port on the Linksys. [silence] It should be the first port sir, not the fourth. [silence]
93:00
Speaker 1
first point about point you know please is that whatever okay still still showing red you want me to unplug it and then plug the power back in again you say yes see no it's still still solid yeah I've got the I've got the supplied modem plugged into port one and port two goes into your Linksys router oh there it is it turned blue okay so that's good that's blue let me go double check the let me go check the child
94:00
Speaker 2
No, no, no.
94:00
Speaker 1
Okay child mode is green now. So I'm good. We're back to normal. Okay Yeah that was a problem. I just sat in the wrong port so once you corrected me everything is well actually yeah it's blue. The new parent one that would the child that's now the parent has a blue light on there. So that's good. The old parent, which is now the child, the new the parent, which is now the child has a green light on it. So we're good.
95:00
Speaker 2
Yes. So just please do not disconnect or interchange the cables, because it will mess up your connection. Okay. Yes. Yes. Blue and green is actually, yeah. Okay. Yes, we're good.
95:00
Speaker 1
Good. Thank you. Thank you for helping me out. okay, you too. take care. don't work too hard. Thank you, okay, thank you, bye. bye. [silence] Oh, yeah, sorry. I need to go ahead and . . . Yeah, I'll hang up. Sorry. Okay. Okay, thank you. bye.
96:00
Speaker 2
[silence] good. everything's working now. so thank you so much for your time, Greg. This is [records] again from [hyphens]. no worries. have a [unintelligible] night. bye bye. take care, sir. thank you. bye bye. [silence] Uh hello, sir? yeah, I'm sorry. you forgot to hang up. I'm just waiting for you to finish. okay. all right, thank you. bye bye.
96:00