# riojene.ladera@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 30 | 17m 3s | MX6200 | CONNECTIVITY | 30 | 2 | ## Work Mix Lens - Frontline-heavy week: 29 LTS queue calls vs 1 TE-owned calls. - Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.23 | 30 | | Protocol | 1.70 | 30 | | Communication | 2.10 | 30 | | Overall | 2.20 | 30 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 12 | 22m 58s | 2.66 | 2.50 | 1.75 | 2.33 | | | E | 6 | 21m 7s | 2.00 | 1.50 | 1.67 | 2.00 | | | WHW | 5 | 20m 44s | 1.95 | 3.75 | 1.50 | 1.50 | | | MR | 4 | 13m 15s | 1.73 | 1.75 | 1.75 | 2.00 | | | EA | 3 | 11m 25s | 2.03 | 1.00 | 1.67 | 2.00 | | | WRT | 2 | 6m 10s | 2.40 | 3.00 | 1.50 | 2.00 | | **Key Observations** - MX is one of the slowest families at 22m 58s. - E is one of the slowest families at 21m 7s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 12 | 18m 9s | 2.10 | 2.00 | 1.75 | 2.17 | | | SETUP | 8 | 20m 26s | 2.25 | 2.25 | 1.75 | 2.25 | | | ACCESS | 3 | 18m 54s | 1.83 | 2.33 | 1.67 | 2.00 | ✓ | | CONFIGURATION | 4 | 16m 56s | 2.38 | 2.50 | 1.75 | 2.25 | | | HARDWARE | 1 | 45m 0s | 3.00 | 2.00 | 1.00 | 2.00 | | ## Week-over-Week Movement - Overall moved up 0.31 vs. last week. - Accuracy moved down 0.16 vs. last week. - Protocol moved up 0.39 vs. last week. - Average handle time moved up by 8m 17s. - Family swing: E handle time moved up by 13m 51s vs. last week. - Family swing: WHW handle time moved up by 9m 55s vs. last week. - Family swing: MX handle time moved up by 6m 58s vs. last week. ## What Went Well > Confirmed the product model (MR6350) and serial number correctly, which is critical for accurate support. [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) > Successfully guided the customer to achieve a solid white LED, indicating mesh pairing success. [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) > Accurately guided the customer through resetting the router admin password using the recovery key, accessing the router web UI via myrouter.local, renaming SSIDs to distinguish bands, and verifying connectivity. [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) --- ## Growth Opportunities > Stated the EA7500 router supports Wi-Fi 7, which is false; EA7500 is a Wi-Fi 5 (802.11ac) device. Focus: Verify product specs before stating capabilities. Next step: Cross-reference KB documentation for exact Wi-Fi standards per model. [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) > No technical troubleshooting was performed despite clear symptom (solid red LEDs on all nodes). Focus: Apply basic diagnostics before escalating. Next step: Power cycle modem/router, check WAN status, verify LED states, and attempt basic resets before offering paid support. [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) --- ## Next Week's Focus - Implement a standardized troubleshooting checklist for MX/E series routers to improve efficiency - Practice verifying product specifications before discussing technical capabilities - Develop clear escalation criteria for red-LED mesh node issues - Review KB articles for exact reset durations and pairing procedures for all supported models --- ## Technical Accuracy **Improvement** Contradictory warranty claim: stated warranty is expired, then said 'the router is still under warranty', creating confusion and misinformation. [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) **Improvement** Incorrect reset duration (20 seconds instead of 15 seconds per KB for MX6200). [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Improvement** Advised 5-press reset sequence which is not a valid recovery method for MX6200 and not documented in KB for this model. [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Improvement** Incorrect Wi-Fi password length guidance: stated maximum of 16 characters (actual max is 63 per WPA2/WPA3 standards). [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) **Improvement** Provided factually incorrect technical specification: claimed MX5500 has a 2.5G WAN port (KB states 1G WAN port). [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) **Improvement** Stated that an internet connection is required to access the router's local web interface at [REDACTED_PHONE], which is factually incorrect. [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) **Improvement** Incorrectly claimed the router cannot receive firmware updates from Linksys, a statement not supported by KB and contradicted by standard practices for older models. [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** Incorrectly stated that EA9500 is no longer eligible for any technical assistance, including paid support. [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) **Strength** Successfully guided customer to achieve a solid white LED, indicating mesh pairing success. [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) **Improvement** Provided factually incorrect reset procedure: E2500 does not have a red button; reset is via pinhole button held for ~10 seconds. [#LTS00131322](https://linksys.happyfox.com/staff/ticket/131322/) **Improvement** Provided factually impossible gateway value (0.255) at [12:00], which violates basic IP networking principles. [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) **Improvement** Recommended incorrect factory reset duration of 20 seconds instead of the standard 10 seconds for most Linksys routers, including E Series models. [#LTS00131296](https://linksys.happyfox.com/staff/ticket/131296/) **Improvement** Provided materially false technical information: claimed the Linksys app is no longer available for setup, which is contradicted by the KB. [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) **Improvement** Provided incorrect reset duration of 20 seconds (correct duration for E8450 is 10 seconds per KB). [#LTS00131467](https://linksys.happyfox.com/staff/ticket/131467/) **Improvement** Incorrectly instructed to hold the reset button for 20 seconds (spec calls for 15 seconds on MX6200). [#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/) --- ## Coaching Moments **Improvement** Grossly inaccurate technical claim: stated the EA7500 router supports Wi-Fi 7 [07:00], which is false; EA7500 is a Wi-Fi [REDACTED_PHONE]ac) device. [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) **Improvement** Failed to perform any actual troubleshooting steps (e.g., checking admin interface, reset, firmware status). [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) **Improvement** Failed to collect product model or serial number before proceeding, violating core protocol [02:00, 05:00]. [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) **Improvement** Did not perform any standard troubleshooting for internet/WAN outage (no power cycle, no LED check, no modem/router isolation) [01:00–07:00]. [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) **Improvement** Assumed incompatibility with Wi-Fi 7 without verifying customer’s actual router model or confirming modem capabilities [08:00]. [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) **Improvement** Presented upgrade path as the primary solution without first offering actionable self-help steps beyond an unverified email guide. [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) **Improvement** Failed to recognize that customer provided a valid serial number (225F11M3A05993) at [01:00]; instead treated model number as serial. [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) **Improvement** Did not perform any diagnostic troubleshooting steps despite clear symptom (solid red LEDs on all nodes). [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) **Improvement** Offered paid support before attempting any technical guidance, violating out-of-warranty best practices. [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) **Improvement** Repeatedly asked for information already given (name, model) and allowed long silences without control. [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) **Improvement** Failed to verify WAN connection or internet service status before initiating resets (05:00, 11:00). [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Improvement** Did not collect serial number or confirm warranty status despite relevance and IVR prompt (08:00). [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Improvement** Provided incorrect reset duration (20 seconds instead of 15 seconds per KB for MX[REDACTED_PHONE]:00, 22:00). [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Improvement** Advised 5-press reset sequence which is not a valid recovery method for MX6200 and not documented in KB for this model (12:00, 13:00). [#PR00005769](https://linksys.happyfox.com/staff/ticket/5739/) **Improvement** Premature and unsafe handling of payment information: collected full card details including CVV over unsecured channel without confirming recording pause or PCI compliance. [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) **Improvement** Incorrect technical guidance: stated Wi-Fi passwords have a maximum of 16 characters, contradicting WPA2/WPA3 standards (max 63). [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) **Improvement** Failure to provide clear, step-by-step reset instructions (duration, LED confirmation). [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) **Improvement** Provided speculative explanations about backhaul and hardware limits without validation. [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) **Improvement** Suggested reducing node count without validation. [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) **Improvement** Stated that an internet connection is required to access the router's local web interface at [REDACTED_PHONE], which is factually incorrect. [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) **Improvement** Suggested that DHCP must be enabled before removing internet connection, implying a sequence that misrepresents router functionality. [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) **Improvement** Failed to ask for or record the router model number until the final moments of the call, despite needing it for accurate guidance. [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) **Improvement** Did not correct the customer's confusion about being unable to log in due to 'not connected to internet' error, failing to explain offline local access. [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) **Improvement** Incorrectly claimed the EA9500 is no longer eligible for any technical assistance, including paid support. [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) **Improvement** Refused to provide or process paid support despite customer willingness and no policy prohibiting it. [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) **Improvement** Failed to offer any actionable troubleshooting steps for Wi-Fi password recovery (e.g., accessing admin UI at myrouter.info or [REDACTED_PHONE]). [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) **Improvement** Failed to follow standard mesh-node troubleshooting protocol (no reset, no pairing guidance, no signal verification). [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) **Improvement** Did not verify customer’s access to the admin UI or confirm internet connectivity after outage. [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) **Improvement** Did not collect essential case information (model, serial, warranty, contact details) despite clear need. [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) **Improvement** Provided no actionable solution; offered an unstructured callback with no time or preparation instructions. [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) **Improvement** Failed to collect or confirm the product model despite customer describing a known mesh recovery state (red/blue flashing LED). [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** No technical troubleshooting was performed despite clear symptom (red/blue flashing LED). [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** Moved directly to paid support offer without attempting any basic, warranty-agnostic triage steps (e.g., power cycle, LED check, 5-press pairing). [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** Asked redundant questions (e.g., 'did you hit the reset button?' then immediately said 'no need') showing poor call control. [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** Incorrectly stated that the router cannot receive firmware updates from Linksys [14:00–15:00], a statement not supported by KB and contradicted by standard practices for older models. [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** Falsely claimed Spectrum's modem is Wi-Fi 7 and incompatible with the customer's router [15:00], creating a fabricated technical conflict. [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** Provided no actionable guidance for clearing Netflix app cache despite suggesting it as a solution [18:00]. [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) **Improvement** Failed to collect or verify the product model or serial number correctly. [#LTS00131307](https://linksys.happyfox.com/staff/ticket/131307/) **Improvement** Did not attempt any diagnostic steps (WAN check, power‐cycle, LED interpretation, reset guidance). [#LTS00131307](https://linksys.happyfox.com/staff/ticket/131307/) **Improvement** Did not offer paid‐support or self‐service resources after indicating out‐of‐warranty status. [#LTS00131307](https://linksys.happyfox.com/staff/ticket/131307/) **Improvement** Poor communication: repeated questions, no empathy, abrupt ending without clear next steps. [#LTS00131307](https://linksys.happyfox.com/staff/ticket/131307/) 5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance. **Improvement** Falsely claimed the Linksys app no longer supports adding nodes, stating it can only be used to view devices or change Wi‐Fi settings. [#LTS00131437](https://linksys.happyfox.com/staff/ticket/131437/) **Improvement** After failed 5-press attempt, refused further free support due to out-of-warranty status, despite safe basic triage still being possible. [#LTS00131437](https://linksys.happyfox.com/staff/ticket/131437/) **Improvement** Mentioned sending an email with instructions but did not confirm it was sent or provide content. [#LTS00131437](https://linksys.happyfox.com/staff/ticket/131437/) **Improvement** Declared warranty expired without verifying in the system. [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) **Improvement** Did not verify WAN connection, power-cycle the MX4200, or check physical connections. [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) **Improvement** Failed to perform any reset or mesh-rebuild steps from the universal_mesh_full_rebuild guide. [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) **Improvement** Did not create a HappyFox case despite collecting customer details. [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) **Improvement** Repeatedly asked for model numbers after initiating troubleshooting, causing confusion and inefficiency. [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) **Improvement** Provided incorrect reset duration of 20 seconds, exceeding KB-recommended 10–15 seconds for WHW/MX series nodes. [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) **Improvement** Failed to obtain or reference a HappyFox case number, violating standard case documentation protocol. [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) **Improvement** Did not confirm final connectivity or stability after nodes were moved to their permanent locations, leaving resolution unverified. [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) **Improvement** Failed to identify the device, provided factually incorrect firmware information, referenced a non-existent product, and claimed to send an email that was never received. [#LTS00131498](https://linksys.happyfox.com/staff/ticket/131498/) **Improvement** Provided materially false technical information by referencing a non-existent 'Demark 5500' product and incorrect firmware timeline. [#LTS00131498](https://linksys.happyfox.com/staff/ticket/131498/) **Improvement** Did not provide the correct URL for the Linksys support site or router admin access (e.g., http://[REDACTED_PHONE] or http://myrouter.local). [#LTS00131498](https://linksys.happyfox.com/staff/ticket/131498/) **Improvement** Claimed to send a firmware file via email that was not received, with no verification or alternative method offered. [#LTS00131498](https://linksys.happyfox.com/staff/ticket/131498/) --- ## Escalation Lessons: What L2 Did ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 saw:** Customer reported no internet connectivity; all mesh nodes show solid red LEDs. L1 attempted basic power cycles and resets but failed to validate WAN connectivity or collect serial/warranty details. - **Why it escalated:** L1 offered paid support before attempting any technical guidance, violating out-of-warranty best practices. L1 failed to recognize valid serial number provided by customer and did not perform diagnostic troubleshooting. - **Related call chain:** This was a repeat contact after initial closure by another agent who promised email steps but provided no resolution. - **What L2 did:** L2 verified hardware issue possibility, set customer expectations about potential hardware failure, and processed a callback to assess node status and LED behavior. - **Current state:** Resolved - **L1 learning points:** - Always validate WAN connectivity and collect serial/warranty details before initiating resets - Perform basic diagnostic troubleshooting (power cycle, LED check, reset) before offering paid support - Recognize and correctly interpret customer-provided serial numbers - Set realistic expectations about potential hardware failure when appropriate --- ## Coach Appendix - Highest-signal weekly trend: Persistent technical inaccuracies around reset procedures and product specifications, particularly in MX/E series devices. This indicates a knowledge gap that should be addressed in the next coaching conversation. - Recurring pattern: Agents often fail to collect essential product information (model, serial, warranty status) before initiating troubleshooting, leading to inefficient calls and missed opportunities for accurate guidance. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | | --- | --- | --- | --- | --- | --- | --- | | [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) | 2026-05-26 15:39:10+00:00 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | Agent will send an email with generic troubleshooting instructions. | | [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) | 2026-05-26 17:52:23+00:00 | 3.00 | INBOUND | MR6350 | CONFIGURATION | Agent will send an email with written instructions on how to separate the Wi-Fi band. | | [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) | 2026-05-26 18:12:19+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Agent will send a troubleshooting guide via email and suggested upgrading to newer Wi-Fi 6/6E devices. | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-26 19:46:12+00:00 | 1.50 | INBOUND | WHW01 | CONNECTIVITY | Agent promised to email troubleshooting steps; no resolution confirmed. | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-26 20:08:33+00:00 | 3.00 | INBOUND | MX6200 | HARDWARE | Escalated to Level-2 technical support; agent documented case and assured customer specialist will follow up within three hours. | | [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) | 2026-05-27 15:16:27+00:00 | 2.20 | INBOUND | E5400 | ACCESS | Printer successfully connected to Wi-Fi after credential update; no further action needed. | | [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) | 2026-05-27 16:53:10+00:00 | 1.40 | INBOUND | MX5500 | CONNECTIVITY | No resolution. Agent suggested upgrading to non-existent products without providing actionable guidance or KB references. | | [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) | 2026-05-27 17:14:09+00:00 | 1.40 | INBOUND | MR7350 | CONNECTIVITY | Offered paid-support session ($15) and suggested visiting support.linksys.com for AI assistance. | | [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | 2026-05-27 17:59:39+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Agent offered to call back without setting a time or providing self-help steps. | | [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | 2026-05-27 18:03:13+00:00 | 3.00 | OUTBOUND | MX6200 | SETUP | Node successfully paired (solid white LED) and appeared under the main SSID. Customer confirmed network functionality. No further troubleshooting or verification performed. | | [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 18:37:46+00:00 | 1.80 | INBOUND | EA6900 | CONNECTIVITY | Advised customer to search online for how to clear Netflix cache; recommended purchasing a new router if issues persist. | | [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) | 2026-05-27 18:56:31+00:00 | 1.80 | INBOUND | MX5500 | CONNECTIVITY | Agent directed the customer to the Linksys support website without providing specific guidance or confirming resolution. | | [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) | 2026-05-27 20:07:53+00:00 | 1.30 | INBOUND | E7350 | SETUP | Sent email with generic reset and re‑configuration instructions. | | [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) | 2026-05-27 20:36:20+00:00 | 1.30 | INBOUND | EA9500 | ACCESS | No concrete resolution. Vague offer to email unspecified instructions. | | [#LTS00131101](https://linksys.happyfox.com/staff/ticket/131101/) | 2026-05-27 21:08:34+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Send troubleshooting guide via email to customer. | | [#LTS00131234](https://linksys.happyfox.com/staff/ticket/131234/) | 2026-05-28 14:32:11+00:00 | — | INBOUND | WHW03 | SETUP | — | | [#LTS00131261](https://linksys.happyfox.com/staff/ticket/131261/) | 2026-05-28 16:47:36+00:00 | 3.00 | INBOUND | E8450 | SETUP | Offered paid-support session; customer declined. No technical fix applied. | | [#LTS00131276](https://linksys.happyfox.com/staff/ticket/131276/) | 2026-05-28 17:42:16+00:00 | 1.50 | INBOUND | WHW03 | CONFIGURATION | No resolution was achieved; call ended without guidance. | | [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-28 18:05:59+00:00 | 1.20 | INBOUND | MR7350 | SETUP | No resolution achieved; no escalation, callback, or self-help path provided. | | [#LTS00131296](https://linksys.happyfox.com/staff/ticket/131296/) | 2026-05-28 19:15:16+00:00 | 3.00 | INBOUND | WRT3200ACM | ACCESS | Customer to reset router and attempt login via http://myrouter.local with default password 'admin' to set a new admin password. | | [#LTS00131307](https://linksys.happyfox.com/staff/ticket/131307/) | 2026-05-28 20:02:52+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | Informed warranty expired; no free support offered. | | [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) | 2026-05-28 20:43:34+00:00 | 1.40 | INBOUND | MX6200 | SETUP | Agent scheduled a callback and documented case LTS00131314; no technical fix was applied. | | [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-28 21:10:18+00:00 | 1.80 | INBOUND | WRT310N | SETUP | None provided beyond purchasing a new router. | | [#LTS00131322](https://linksys.happyfox.com/staff/ticket/131322/) | 2026-05-28 21:20:52+00:00 | 3.00 | INBOUND | E2500 | ACCESS | Agent will send an email with correct reset instructions; customer may consider purchasing a new router. | | [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) | 2026-05-28 22:50:29+00:00 | 3.30 | INBOUND | MX2000 | CONFIGURATION | Customer able to connect to the renamed 2.4 GHz network; advised to use the new SSID names for each band. | | [#LTS00131423](https://linksys.happyfox.com/staff/ticket/131423/) | 2026-05-29 16:02:46+00:00 | 1.30 | INBOUND | E2500 | CONNECTIVITY | Advised customer to purchase a new router; no troubleshooting or self-help resources provided. | | [#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/) | 2026-05-29 16:32:05+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Node re-paired and now shows solid white; monitor and relocate as needed. | | [#LTS00131437](https://linksys.happyfox.com/staff/ticket/131437/) | 2026-05-29 17:15:28+00:00 | 3.00 | INBOUND | MX5500 | SETUP | Offered paid support ($15/60 min) and possibility of emailing instructions; customer opted to consider purchasing MX6200 nodes instead. No successful integration confirmed. | | [#LTS00131467](https://linksys.happyfox.com/staff/ticket/131467/) | 2026-05-29 19:03:09+00:00 | 1.20 | INBOUND | E8450 | SETUP | Agent attempted to escalate to Level 2 after customer refused further payment, but call ended without confirmation of escalation or next steps. | | [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) | 2026-05-29 20:23:16+00:00 | 3.00 | INBOUND | MX4200 | SETUP | Sent email with step-by-step troubleshooting guide. | | [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) | 2026-05-29 20:40:46+00:00 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | All five child nodes reset and paired; now show solid blue indicating mesh connection. | | [#GI00131498](https://linksys.happyfox.com/staff/ticket/131498/) | 2026-05-29 21:52:22+00:00 | 1.30 | INBOUND | MRML191 | CONFIGURATION | Agent claimed to email firmware file (not received); no further steps taken. |