V2 Rubric Detail — 02d022be-74f8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 02:53
Duration
56m 58s
Contact
Rex Mercer
Issue Type
Access Point Mode
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135452
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7350_Set up as an access point
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.88/5
Technical4.38/5
Communication3.75/5
Ownership4.00/5
Escalation4.00/5
Customer Exp3.57/5
Overall67.1% (+11.1)

V2 Grader Summary

The agent conducted thorough troubleshooting and demonstrated ownership and empathy, but failed to resolve the issue or properly handle a likely defective unit under warranty. Despite correct technical execution, the lack of warranty verification and definitive support path results in an appropriate escalation outcome.

V1 Case Analysis

Customer unable to configure RE7350 extender as wired access point; device loops to setup page. Recommended return/replacement, ticket #135452.

Troubleshooting Steps
  • Guided customer to connect to the extender's default Wi‑Fi and open extender.linksys.com.
  • Walked through selection of wired access‑point mode and entered Wi‑Fi credentials.
  • Performed a factory reset by holding the reset button for ~30 seconds and monitored LED changes.
  • Verified Ethernet port functionality on the AT&T router using a TV to confirm DHCP operation.
Key Observations
  • Agent correctly identified the looping behavior and attempted factory reset and wired/wireless mode switching.
  • Failed to check or advise checking the router's DHCP settings, a known prerequisite for wired AP mode per KB (universal_range_extender_setup.md).
  • Long silences and lack of structured troubleshooting reduced efficiency.
  • Agent provided an incorrect support phone number ("6 11-182") at [48:00], which is not valid per KB (universal_support_contacts.md).
  • Did not verify warranty status or eligibility for replacement, a critical protocol miss for a new device with suspected hardware/firmware issue.
Positive Highlights
  • Collected the correct model (RE7350) and serial number from the customer at [01:00] and [02:00].
  • Provided the correct factory-reset procedure for the extender (30-second hold) at [13:00].
  • Verified router port functionality by guiding customer to test with TV at [44:00–46:00], a valid isolation step.
  • Maintained a polite tone, thanked the customer for patience, and supplied a ticket number for future reference at [55:00].
  • Correctly directed the customer to extender.linksys.com for setup, per KB.
Agent Errors / Gaps
  • Did not confirm warranty status or eligibility for warranty service, despite recommending replacement for a new device.
  • Failed to check router DHCP settings, which is required for wired AP configuration per KB.
  • Provided an incorrect support phone number ("6 11-182").
  • Repeatedly toggled between wired and wireless setup paths, causing confusion and unnecessary loops.
  • Did not escalate or offer remote diagnostics despite hardware suspicion, limiting resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still had flashing orange light and could not finish setup; agent suggested returning the device.
R2 Met Diagnostic thoroughness conf 90%
Agent walked through Wi‑Fi connection, reset procedure, tested Ethernet with a TV, checked firmware version, and tried both wired and wireless modes.
R3 Not Met Correct resolution path conf 90%
Agent failed to determine warranty status or offer RMA despite diagnosing a likely defective unit; defaulted to return-to-retailer without exploring Linksys support options for new hardware.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly identified looping setup wizard and flashing orange light as symptoms, isolated issue to wired AP mode, and ruled out router-side DHCP problems via TV test.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used customer's TV to verify LAN port functionality — appropriate workaround — but did not attempt to access the extender’s admin interface at http://extender.linksys.com to check logs or configuration state.
T3 Met No misinformation conf 97%
All technical instructions (30-second reset, firmware check path, Ethernet testing) were accurate and aligned with universal_range_extender_setup.md and KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but allowed multiple long silences, repeated setup loops, and lacked clear framing of next steps during hold periods.
C2 Met Confirmed understanding conf 93%
Agent used simple language, confirmed understanding after key steps, and adapted to customer’s pace and confusion during setup attempts.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case throughout, performed multiple troubleshooting iterations, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 87%
Agent provided ticket number but gave no timeline for follow-up, failed to specify which team would act, and left customer without clear next action beyond returning the device.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Agent escalated by creating a ticket after exhausting L1 troubleshooting and identifying a potential hardware defect, which is a valid trigger.
E2 Partially Met Escalation prep & handoff conf 88%
Ticket was created and number shared, but customer was not informed of escalation path, responsible team, or expected response time.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('thank you for your patience'), apologized for the difficulty, and remained courteous despite repeated failures.
X2 Met Tone & rapport conf 93%
Agent matched customer’s conversational style, repeated instructions when needed, and stayed engaged despite technical setbacks.
X3 Not Met Overall experience conf 94%
Customer repeated full setup three times, performed multiple resets, tested TV connectivity, and ultimately was told to return product — high effort with no resolution.
Call Transcript98 turns · 103 lines
Speaker 1
You wanna ride that? No, I'm gonna go call you. Hello, I'm sorry. I couldn't understand you. So who is this? Hello, Georgio. My name is Rex. R-E-X.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting r register dot Linksys dot com. please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. My name is Raquel and I'll assist you today. May I ask S.C. today. May I ask is this with your Linksys router? This is Raquel.
00:00
Speaker 1
Okay. And we are trying to set up our model R E seven three, five zero wired. My stereo number, if you're ready, honey. two is four one P one zero M one three, E zero zero nine one two. That is correct. Yeah. I'm sorry I bought it. It's new. It's brand new.
01:00
Speaker 2
sounds good all right, so you're trying to set it up as an access point, since you have wired cable connected to the router right, to the main router. And is this your first time setting it up as a as an access point? Or is this used to work fine before as a wireless range extender?
01:00
Speaker 1
Just took it out of the box. What is it? Uh, I, I, I'm sorry? Okay. Okay. I just unplugged it so I can get the serial number and it's it's blinking blue now. Yes. M-1-8-7-1-8-7-D, so the email address is M-E-R-C-E-R, then the numbers one eight seven, the letter D.
02:00
Speaker 2
It's brand new. Art. Art, thank you. And right, Mantle, Mantle, what's the light in front of the extender? the color light? The color light showing in front. Okay. Got it. And is this your first time calling Linksys? Allow me to create a record here. Rex may have your last name. All right. And may have also your email address. Okay.
02:00
Speaker 1
4177. We can it will be a security but hang on one second. Hang on. You wouldn't be able to use Face depending on a something on the iPads. That's gonna go down on the ethic and it can't be pointed down.
04:00
Speaker 2
All right, thank you. And do you have an iPad or tablet or a laptop that we can use to set up this extender as an access point? All right, what will be this device, a computer or a iPad, tablet? Uh-huh. Okay.
04:00
Speaker 1
I have an iPad. Um. Opening Wi-Fi. Honey, I think I might need your help. Okay, go ahead. I see it. I see it. Okay. [ silence ]
05:00
Speaker 2
All right. We're going to use the iPad in setting up the extender. So we'll start with opening Wi-Fi on your iPad. You can go to settings. All right. On the Wi-Fi, scan for available networks and we'll look for a Wi-Fi name that says Linksys extender setup. All right. Connect to it.
05:00
Speaker 1
[KEEP_UNCERTAIN] can I can I please? okay, okay. just log in. okay, and I have a start set up. okay, just so you know, we've already done the, we, we've already done this three times and it won't work. we haven't had any we, we're going to do this process three times. okay, so, all right. and so we're here, so I'm at the welcome to RE7350 Extender setup. I accept and use and automatic, so say, start setup. okay. the, as a wired range extender, access point is already highlighted. so, so hit next. okay, then I have, I have the option for 2.4 Gigahertz extended network and 5. Okay, so we'll see which one works. The first one is is 2.4 gigahertz, which is that CM4350N. and then the second field 5350N and that's already filled out with CM4350N RE7350. So fill that in again. And show me it again. Sorry, and then just that upper one that says page mode and that IP address. Okay, we had to we had to do that. we're logging into wireless. that's going to be it. okay, so change the canal bandwidth. and we're going to the SSID setup.
06:00
Speaker 2
connected and it will show connected no internet but kept connected
06:00
Speaker 1
five gigahertz extended network, do we choose one or both? Okay. Okay. So do I do I put this name in both of them? And I I can use like use this I can say this do the same for both. Okay. and then a password. can you say one that we used earlier, okay?
07:00
Speaker 2
Choose both we're going you're going to create to your own extended Wi-Fi name. This will be the Wi-Fi name the world broadcast coming from the extender. you will have a separate Wi-Fi name from your main Wi-Fi router. Yes. Yes. create a Wi-Fi name for 2.4 and 5 GHz, same goes with its password. Uh yes. Yes for both. Let me check. Is your main Wi-Fi router supports WPA3? Maybe it have the model number of your main router. And your main router, is it provided by your Internet service provider?
07:00
Speaker 1
Yes.
09:00
Speaker 2
Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence] Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. All right, for a moment, let me check the model number. [silence] Uh-huh. Uh-huh. Uh-huh. All right, uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-in fi six. So, just going to keep the Wi-Fi security on the extender.
09:00
Speaker 1
keep those okay okay okay I'm here next okay and it says create an admin password hey honey did you create an admin password already is it written down here that's the password yeah it's in okay and that was the password parent's birthday
10:00
Speaker 2
WPH3 slash WPA2 for both. Keep that same with. Aha, then you can proceed to the next screen. Yes, please, that will be the password if you're going to log in into the settings of the extender.
10:00
Speaker 1
Okay. All right. We're done. I can, should I save that? Okay. Register your product. Okay. Okay. I've got a screen that says success, but it's blank. Show it. Are we done? Yeah, there's a done. Okay. Okay. And now I have, will it always flash away? Well, it took me back to my, it took me out of there and now it says done. And now I'm on Lindsay Store extender setup F83. Do you want to try your phone to see if you have Wi-Fi?
11:00
Speaker 2
Okay. Yes, please. Save. You can actually skip that part. It's not necessary, so you can click skip. Is there a done button? Top done. All right. And you have the login page. [silence]
11:00
Speaker 1
[silence]
12:00
Speaker 2
okay, how about this? let's open wi fi on your ipad, uh, check if you are seeing now the wi fi name you have created for the extender and we'll connect to it. it's still showing. yes, that's the default wi fi name, uh huh. so, it's actually doing a loop. it's just going back to the same one. so, okay, well, that's interesting. uh, how about we check the extender, uh, coming back.
12:00
Speaker 1
Yeah.
13:00
Speaker 2
won't get set up. at remain on the setup mode. Going back to the extender right. at, is it blinking, orange, still? We're going to reset the extender. reset to factory settings. So what's plugged into the power source at the side panel, you will see the reset button. I think you will need to have a pointed pen to press and hold the reset for 30 seconds. yes. and you will know that it has been reset. The light will go off for a few seconds, the light in front. Keep pressing still. It's, make sure it goes off for a few seconds.
13:00
Speaker 1
[silence] [silence] he's still looking blue.
14:00
Speaker 2
Okay, that's great. So, you may now release the reset and ah, can now release, let go of the reset button. And let's wait for it to have a blinking orange light again. So, from blue blinking, then blinking orange? Okay? Uh-huh. It's restarting.
14:00
Speaker 1
Now, I have a green, I plugged this is a table. I have a green light and a flashing orange light both, but the front is still flashing blue. [silence] Okay. [silence] Okay. I accept an automated software update trial on.
15:00
Speaker 2
okay uh-huh okay we'll wait for the flash and orange it's still restarting alright so we'll try it again set it up let's go back to your ipad and open Wi-Fi reconnect to the Lin OK.
15:00
Speaker 1
recommended server setup. Okay. Uh the as a wired extender access point is highlighted in blue clicking next. So now I got to rename all these again right creating my password.
16:00
Speaker 2
uh-huh yes please is that correct create your own unique wifi name for the extender Okay.
16:00
Speaker 1
leaving them both at WPA/WPA-2 mixed mode, correct? hit... and going... next SS ID should not begin or end with a space okay, sorry [silence] okay, hang on I'm fixing that [silence] okay admin password [silence] there's not a minimum character on the admin password is there? Okay.
17:00
Speaker 2
okay. yes, that's right. okay. hmm. hmm. hmm. [silence] a minimum of eight [silence]
17:00
Speaker 1
about this? about that? okay we can skip this right? the register your product yep [silence]
18:00
Speaker 2
that's uh for admin okay that's correct can skip uh huh skip that part
18:00
Speaker 1
Okay, logging success and clicking done, and I'm still right back to the Wi-Fi Linksys, extender setup F83, and my light is still flashing, no, the light is still flashing orange. Okay. Well, let me see. It was the, hang on. And I have a blue light or green, I have a, it has a green light here and a green light at the extender. I connected it to one, this was a spot one, it says buy.
19:00
Speaker 2
Mm-hmm. Done. and any changes on the light they're flashing orange. I see. Okay may I know what port number is your extender connected to your AT&T router is it connected to one of the lan port? Uh-huh.
19:00
Speaker 1
i GB. and I have a I have a two, three and four Ethernet or ONT that's orange. which one okay? you which one? the Ethernet or the ONT. okay, so I'm switching to Ethernet plug-in which is number two. it clicked and I have a green light. okay, going back there. I have the green light and the flight
20:00
Speaker 2
It's connected to the five. Okay. can we try with the other port on your ETN here? Ethernet. Okay. all right. and we'll check again the light on the extender if it's still blinking red. or orange and check if any changes. sure thing. now check that LED. If any change, what you have to do is you have to go back to your router and you have to reset it by pressing that button in the back by using a pen. We should see a different light. Okay. try that.
20:00
Speaker 1
light at the plug in, still, and my front light is flashing orange. Excellent. Thank you so much.
21:00
Speaker 2
Still flashing orange and it's a broadcast, It's still the same I'm going to further check this extender because it's actually doing a loop, it will not successfully set up as an access point, it should connect since it's wired connected to your AT&T router. and I'll get back to you in a K most welcome. [silence] [silence] thank you for [silence] patiently waiting on the line, Rex. All right. As [silence] part of our isolation, our goal is to login into its settings and check firmware. Could be that it needs an update since it's just an initial setup. We will try to set it up using [silence] the wireless range extender. So for now, we're going to disconnect it [silence] the ethernet cable at the back.
21:00
Speaker 1
Okay. Standby. And it is disconnected now. and still flashing orange in front. Well, wait. Hang on. It says, open network. Auto join, auto log in. Is this your Wi-Fi network configured to router to use n? So, when I click the, it says Linksys extender setup F 83. I'm quite a ways away from the router. Do I need to be closer or move it where it may be more?
23:00
Speaker 2
of the extender. And then we'll... Okay. Then we will go back to the... Okay, thank you. We will go back to the iPad and make sure it's still connected to the Linksys Extender setup. And then we'll try again the Setup Wizard. Okay.
23:00
Speaker 1
Visible to the router. yes, yes. okay, so, I'm going to. no, we are plugged into the net. Okay, so, hang on. let's unplug it from here. going to, to go back to the router. correct. okay, hang on here. within 10 ft., is that close enough? okay, that is connected now. I have a blue light again.
24:00
Speaker 2
You mean the extender it's off too far from the main router? Okay. Yes, please. For the meantime, let's plug in the extender on the same room with the Wi-Fi router. Uh-huh. Yes. On the same room with the main router, make sure it's not connected to using an ethernet cable. All right. Uh-huh. Yes, that's all good. All right, so we'll wait for it to, A Go a blinking orange light. Alright, is it flashing blue still? Waiting for a blinking orange. [silence] Alright. [silence] Okay, make sure your
24:00
Speaker 1
Yes. Okay. Hang on. Where it's still it's it's spinning there to connect to the extender setup. Okay. Go to the login. And okay. Okay. Start setup. Okay. Now, as a wireless range extender is highlighted. Okay.
26:00
Speaker 2
your iPad is connected to that link, so set up. Wi-Fi name. If there's no Internet, keep it connected. Then we'll go back to the page for the start setup. OK. Uh-huh. OK. OK. Yes, please. Yes. Select wireless range extender and tap next to it. [silence]
26:00
Speaker 1
Yep, it did. Uh. Okay. Next. Connecting to the Wi-Fi. Yep, connecting. Click on the Wi-Fi. Connect to the one with the name of this vine. Yep, it's okay. Yep, that's the name. Okay. Uh, now, yep, it's okay. Hang on. I'll be right back with you. Click open. Open. Yep, give it a moment to connect. Yep, it is. Did it? Okay. Okay. Okay. Now, try. Now, try. Yep. Yep, it is. Yep, it is. No, it won't let you forget. What? Okay. Uh, I got to make sure that's the right one.
27:00
Speaker 2
We will select the 2.4 first or is it possible to connect, uh, to select both? Okay and it, enter your Wi-Fi password. Uh huh. No problem. Uh huh. No problem.
27:00
Speaker 1
Work. Use your 2.4. It's so- hang on, it's still looking. Okay, there we go. Okay, hang on. And I'm putting it in for the 2.4. Next. Okay. And it's thinking.
28:00
Speaker 2
Okay. Thinking. Okay. It's still working. Trying to make the connection. We know it's a successful connection when it shows up the extended cipher suite abilities. We can click that back off. So extended cipher suite. We can check on that again.
28:00
Speaker 1
[silence] Yeah. Start set up as a wireless range extender. It's showing both. I mean it's showing the highlighted as wired. Choosing next. Okay, so it looks like it looped me back in here [silence] right? And so now it's making me put on both in again. [silence] Right. I'm taking it and putting in my, I'm putting in my password again. And now it's showing me connecting. But it won't let me, I see both. [silence] Now it's asking me to choose my 2.4. I chose my five giggert.
29:00
Speaker 2
Okay. uh So it's asking to select again and set up as a wireless range extender, right? Okay. By selecting your Wi. Fi network, correct, your connecting out back again to your Wi. Fi. uh-huh. Yeah.
29:00
Speaker 1
all right I'm going to use my 2.4 okay next okay and its security mode is WPA2 personal that won't we'll just leave it at WPA2 personal okay and that's that's the same for the 2.4 the 5 are both all the same here okay um and it says I'm too it says I'm too close to my router now
30:00
Speaker 2
yes, select 2.4. yes. yes, we'll leave it there. Yes? Uh-huh. Okay. I think that's spot finder. Is there an option for 2.4?
30:00
Speaker 1
Yeah, connect anyway. Great. Okay, and I have to have an admin password, so it has to be eight characters, right? [silence] Okay. I'm going to skip registering my product. 2.4. Your extender is set up. Click reboot to change my passwords. [silence]
31:00
Speaker 2
to connect it anyway select that. yes. yes please. Okay. Okay. That will be your wireless extended extended wifi name so we're going to open wifi. Okay.
31:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Okay. I'm on my. Okay. Oops. Okay. Yeah. It went to the screen. that's showing fire. my fire. My Wi-Fi. I'm not sure. I did. searching. No, I'm not. No, I am not. Okay. I am. And it's spinning. Yeah. Now I am. I. Yeah. I had to shut it off and turn it off. So, yeah. So now I'm going to click on the. the extractor. [silence]
32:00
Speaker 2
Okay? Wi-Fi on your iPad and looking for the Wi-Fi extended name of your extender.
32:00
Speaker 1
OK, it's spinning now. And my extender is flashing blue. Okay, now it's solid blue. My Wi-Fi extender it's still spinning, but it's showing locked and has internet, but it's still spinning to connect. OK, yeah, it's still spinning. [silence]
33:00
Speaker 2
W W password with your main router. it's copy the same WW password. Okay. Flash green mode is re starting. So let me know when your okay I'll let you know Okay. All right. So trying to connect because after we connect to the extended Wifi name, we will try to access again the settings of your extender and check for updates.
33:00
Speaker 1
Join Password. Okay. It's, okay. It's, it's, it's connected now. uh, I don't have a setup page now. Or do I? Yeah. Well, I, I I did not miss, we went through the, we went through the, so I'm on a browser now. Tell me where to go. Extender.nz.
34:00
Speaker 2
okay you may also try toggling off and on Wi-Fi on your iPad then select again an extended Wi-Fi name to reconnect. all right so we'll go back to the setup page. I think uh you are using a browser right earlier to run the setup wizard let's go back. okay on your browser at the address bar search for extender.linksys.com
34:00
Speaker 1
ought I take in step? Yes. Okay. Okay, basic operation, it's again showing two close.
35:00
Speaker 2
[silence].
35:00
Speaker 1
it, I'm, I'm still, it's still asking me to, to connect anyway. Okay. And so yes, it says the basic settings operation mode enter IP address. It's showing my 2.4 wireless is extent is connected and my 5G is connected. Okay. And it says current version is 1.0.4. 2. 246. Firmware is up to date.
36:00
Speaker 2
All right, so we're going to, uh, are you at the basic wireless settings? Yes, uh, tab connecting anyway. All right. All right, so we'll go to left hand side below administration, you will see the firmware upgrade option. Select that. And may have the current version numbers showing there.
36:00
Speaker 1
chill. Okay. I will. Thank you.
37:00
Speaker 2
the up-to-date version just for a moment. is it actually set up successfully as a wireless range extender? for a moment. Yes, and the firmware is actually up-to-date and for this one since we were able to verify if it's connected, I mean, like firmware is up-to-date and it works when connected wireless to the router. I'm going to hold the line again for a minute or two rexis. I'll just need to verify it because the next step that we're going to do is to reset again this route, I mean, to extender and then try again the access point. All right, I'll be back and just stay on the line. Thank you. Welcome. Thank you for waiting on the line Ricks. Hello. all right, thank you so much for waiting on,
37:00
Speaker 1
It won't let it kicked me out that won't let me log back in. I'm putting, okay, hang on. That is correct. Okay.
41:00
Speaker 2
And just to verify the light on the extender right now, it's still showing solid blue light, right? All right. So it's actually already successfully set up as a wireless range extender on the wired part, the access point. Our diagnostic here, it's probably to do something with the port on the router. The reason why it's looping back on the setup wizard might be that the port on your router has no DHCP like it disabled. It won't provide IP address on the extender to set up as a Wired access point. Um, do you have a computer that can connect wired? Because we can try testing first the LAN port of the AT&T router and check if it can get IP address.
41:00
Speaker 1
Stand by one moment. Okay. Hang on one, uh let me see. I don't even know if this thing can get wired. Uh-oh shoot. I don't have my office computer. I probably don't have one that does here at home. [silence] That is correct. Um hang on here. Let me what I have a set that I can probably hard wire in. Would that work?
42:00
Speaker 2
I see. So no, devices can connect wired, or computer that can connect wired to the AT&T device. Yes. The other, option, is my other recommendation for this one, Rixx is, you can use it as a wireless range extender and if you're going to set it up as wired, my our other recommendation for it is to return this device to stores, it could be something to do with the DCP on the AT&T port and it's not compatible with it when you're going to wired a device as an access point on it.
43:00
Speaker 1
Let me see if I have enough cord here. Holy smokes, that's close. OK, hang on. Let me see. Well, yep. OK, there. I've connected to my TV. So, let me go to, oh, it's the Samsung. Right, OK. Trying to do that now.
44:00
Speaker 2
Yes, we couldConnect a TV and check settings on the TV if it grabs IP address or if it goes online while wired connected to the AT&T port. Okay. No problem. All right. Your TV, what's the brand on it? Okay. Okay, you can go to its settings and make sure it's, uh, if it's connected wireless to your main Wi-Fi, turn off Wi-Fi. Uh-huh.
44:00
Speaker 1
I wanna change it to wired. Checking wired network connections. success TV is connected to the internet. So. okay, how do I do that? So I go back to settings. Correct. And it says connected simply, is that what I wanna do? network status. Oh, shoot. okay, hang on. click the wrong button. okay. come back to this.
45:00
Speaker 2
Okay. And can you open settings on your TV under Ethernet connection? We'll check if there's an IP address. Uh-huh. Yes. Uh-huh. Yes. And yeah, network status and look for the IP address listed on the network. Uh-huh. Uh-huh.
45:00
Speaker 1
uh settings connected land network status okay IP settings IP address that is what you need is 1 9 2 dot 1 6 8 dot 1 dot 2 0 5 and I need to write that down sorry it's it's it's connected to one of the land land port on the back
46:00
Speaker 2
yes. yes. may know. what's the i. p. address range. [silence] no problem. I've got it . here may know it on. They have a range of IP address. so meaning it's working fine with the LAN on the AT&T route. Did, by the way, the TV it connected to land too or one of the LAN of the AT&T.
46:00
Speaker 1
Yes. Yes. So we're checking the internet. I just checked the hard, the cable, we're playing the DVD and it worked. From the router. So that tells us the router's working, the ethernet cable's working, the plug-in that we're plugging into the router's working. So she's checking her next thing. Well,
47:00
Speaker 2
Okay, that's where we connect earlier the extender, right? Okay, got it. Just for a moment, I'll be silent for a while, Victor. I'm checking my resources here, thank you. [silence]
47:00
Speaker 1
What she said, she said we could currently, we only need to return it. We checked that. We hooked it to the wireless now. Hooked to the wireless now. So we uh, we checked in the firmwares up to date and all that kind of stuff. What we might do is figure it out. Let you talk to her. Would you? So I can get my shower and shaving. Yes. Yes. Please, please. You would.
48:00
Speaker 2
Thank you for waiting on the line. Hello. So, since I've confirmed here that there's no problem with the port on your ATT to the route through, so it's something to do with the extender feature now, which is the access point by connecting is wired. So unfortunately, the function's not working as the way it should. So we may deem this extender as detected and it ready is accessing the coding or the something with the settings. So what I'll do is allow you to roll a message that you'll have to cancel our appointment. So, what I'll do is I'll just lower the message. You'll have to contact the support number at 6 11-182, you know, even though you are appointed, it's not necessarily resolved for which I apologize. I'll roll up the ticket and send the information to the head line for a phone call. So, that would be on your way. Thank you.
48:00
Speaker 1
I purchased this from Amazon Prime. I, I, I just, I ordered it maybe Saturday or Sunday and it showed up yesterday. [silence] Yeah, I think I want to, [silence] I, I think I, [silence] I want it to look kind of nice, you know?
49:00
Speaker 2
ready up to date so it's it's this it's feature as to why it's not working so my hour option if you're going to oh uh select or want to to set up as an access point and it's not working other recommendation is to return this device uh where did you got it? uh when did you purchase this extender uh? uh? I know what's the date mm-hmm I see got it so I think it's still in a window time to return it but if you're going to continue to use it um can you use as a wireless range extender that's also your mm-hmm
49:00
Speaker 1
Okay, so hang on, so should I unplug?
50:00
Speaker 2
Right see, OK, ICY, OK, you can reset the extender, same reset procedure by pressing and holding it's reset button. To delete the information or the Wi-Fi of the main router from there, and once it shows the blinking orange, that's already ready on a reset mode or factory settings, yes, that's right. Yes, and then for 30 seconds, press and hold it for 30 seconds, make sure that we'll go off. And it will show a
50:00
Speaker 1
Okay. Okay hold now. So is there anything you can do to help me get one that works for sure correctly or am I just going to have to take my chances order another one and hope it works? Or go through this whole thing and call you folks back again? Okay. And we've established that the internet works and the cable works and all of that and I'm still waiting for it to reset now.
51:00
Speaker 2
okay you can ask for placement yes can have another model same model number set up a wire. If you still having problem in case or you wanted us to walk you through with the set up you can contact us back. mm-hmm. okay.
51:00
Speaker 1
Goodness gracious. No, it's just solid solid blue still. I am. Right. Yeah, I'm holding this smaller. Yeah, I already, I already let go and re-pushed it just to make sure.
52:00
Speaker 2
Is there any chances on the light? Just linking blue or stay solid? I tried to release the reset button and if I make sure you're pressing and holding the smaller button, I think the other one is the WPS. Ah, okay.
52:00
Speaker 1
no i i i i'm using an appointed thing to reset yes ma'am okay okay now it's a flashing blue do i need to keep holding the button okay oh so i need to get back on the internet to look at that again [silence]
53:00
Speaker 2
any changes now on the Stender light? And you're using a pen or a pointed thing, right? To press and hold the reset? OK. OK. That's great. It means it has been reset. So we're waiting for blinking orange. And once it shows, you may now release the reset. Thank you. And once it goes to blinking orange and it shows up again the links to extras setup Wi-Fi name, that means your information has been deleted and it goes back to factory settings.
53:00
Speaker 1
Okay. [silence] It's still flashing blue. so [silence] Then, uh, settings [silence] Okay, now it's flashing orange. [silence] Yes. [silence] Linux Extender setup [silence] S83 [silence]
54:00
Speaker 2
yes yes okay, and check if it shows now the lynx is a extender setup Wi-Fi. All right. It has been reset. Your information has been deleted. So, my next recommendation, Rex, is to returning this device to Amazon and have it replaced with a another model, same model number, but different device and try to set it up. You're still having issue with. You can contact at.[silence]
54:00
Speaker 1
Okay, perfect. So I can unplug it now and we should be done. Stand by one moment. Uh, Uh, Okay. Okay. Oh. Okay. Okay. All right. And ticket number? Ready? 1,35452 So if I have to call back I can tell them that we've
55:00
Speaker 2
Yeah and I can give you a ticket number if you want, for reference in the future. Do they have a pen and paper? No problem. All right, your ticket number is 135452. Yep
55:00
Speaker 1
spoke once and I'll have everything that we did and I so apologize, I did not catch your name. If you could spell it please. Raquel? Oh, okay. R-A-Q-U-E-L. That's right. I remember now, sorry. No, your your help has been it was amazing. I greatly appreciate your patience and your uh, fortitude to walk through this with me. Thank you so much. You as well. Thank you. Bye bye.
56:00
Speaker 2
My name is Raquel. yes. Yes, that's correct. All right. And anything else works other questions or clarification with your linksys device? No problem, Rex. You're most welcome. And thank you for your time and cooperation with the troubleshooting. This is once again, Raquel. Thank you for calling linksys and have a wonderful night. Welcome. Bye-bye.
56:00