V2 Rubric Detail — 039320c0-7c96-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:31
Duration
57m 40s
Contact
Becky Mckevitt
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136744
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.88/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
Escalation4.00/5
Customer Exp3.57/5
Overall58.4% (-7.6)

V2 Grader Summary

The agent performed basic troubleshooting and demonstrated strong empathy, but misdiagnosed a Wi-Fi connectivity failure (TV unable to join 'velop setup 71E') as a Dish Network subscription issue. This material technical error prevented a correct resolution. While the customer was satisfied, the root cause was not accurately identified or resolved, resulting in a partial resolution.

V1 Case Analysis

Customer unable to connect Vizio TV to Velop Wi-Fi (SSID: Velop_Setup_71E). Internet confirmed working on phone and laptop. Agent identified likely Dish Network broadband subscription issue; advised customer to contact ISP.

Troubleshooting Steps
  • Confirmed Velop node LED is solid blue (online).
  • Verified internet access on phone (Amazon) and laptop (YouTube) via Velop network.
  • Guided customer through Wi-Fi password re-entry on TV multiple times.
  • Observed TV error messages indicating broadband connection requirement.
Key Observations
  • Agent correctly identified mesh network functionality based on LED status and multi-device verification.
  • Agent failed to collect serial number or warranty information, though model (MX2000) was mentioned by customer.
  • No HappyFox case number was created/referenced, violating protocol for technical support.
  • Call flow was inefficient with long silences, repeated password entries, and unclear Windows navigation instructions.
  • Agent did not attempt to verify if TV was connected to the correct SSID or if it required wired activation for Dish Network service.
Positive Highlights
  • Verified internet connectivity on multiple devices (phone, laptop), confirming mesh network functionality — strong validation step.
  • Correctly interpreted TV's 'must be connected to broadband' message as an ISP subscription issue, not a router problem.
  • Maintained patient, empathetic tone throughout a complex and frustrating call, earning customer praise.
  • Escalated issue appropriately by directing customer to their ISP (Dish Network) for resolution.
Agent Errors / Gaps
  • Missing collection of serial number and warranty status.
  • No case number or ticket was created/mentioned despite technical issue.
  • Inefficient troubleshooting flow with repeated pauses and unclear instructions (e.g., Windows settings navigation).
  • Did not confirm whether TV was attempting to connect to the correct SSID or if it had previously connected successfully.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the issue was with Dish Network broadband subscription, but the TV could not connect to the Wi-Fi network at all (unable to connect to velop setup 71E), indicating a Linksys/Velop setup issue, not a service limitation. The root cause was not resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent had customer power cycle TV, verify connection on laptop and phone, re-enter Wi-Fi password, and test internet access — all relevant steps to isolate the issue to the TV or network.
R3 Not Met Correct resolution path conf 90%
Agent attributed the failure to a Dish Network subscription issue, but the TV couldn't even join the Wi-Fi ('unable to connect to velop setup 71E'). This misdiagnoses a Wi-Fi connectivity problem as a service limitation, leading to an incorrect resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms and asked about TV brand and password, but failed to recognize that 'unable to connect to velop setup 71E' indicates a Wi-Fi pairing failure, not a downstream service issue.
T2 Met Appropriate tools / resources used conf 80%
No advanced tools were needed; agent used standard troubleshooting (device testing, password verification) appropriate for the scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the issue was with the 'broadband subscription' with Dish Network, but the TV could not connect to the Wi-Fi network at all — a Linksys/Velop setup issue, not a Dish service limitation. This is a material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general control but struggled with long silences, repeated redirection, and lost focus during device navigation, indicating weak call management.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated instructions, and adapted to customer’s non-technical level and frustration, showing appropriate communication style.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the case, performed troubleshooting, and only transferred after customer explicitly requested to speak to a supervisor.
O2 Partially Met Proactive follow-through conf 70%
Agent advised contacting Dish but did not set a timeline or follow-up plan, leaving customer without a clear next action path.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Customer explicitly requested to speak to a supervisor to give praise; agent honored the request, which is a valid escalation decision.
E2 Partially Met Escalation prep & handoff conf 75%
Agent initiated transfer but provided minimal detail to the supervisor about the technical issue or customer sentiment, reducing handoff effectiveness.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy, apologized, used reassuring language ('don't worry mommy'), and remained patient despite long silences and repetition.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s emotional state with a calm, supportive tone and adjusted pace to accommodate confusion and frustration.
X3 Not Met Overall experience conf 85%
Customer had to climb a wall-mounted outlet, repeatedly re-enter passwords, and involve family members to navigate settings — avoidable effort due to lack of remote diagnostics or clearer guidance.
Call Transcript74 turns · 87 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. please hold as we connect you to a Linksys specialist. Hello ma'am, this is Al from Linksys technical support. Hi. Yes, this is Al from Linksys. Okay. Thank you so much for answering the call back. I tried to give you a call back earlier, but, um, there's no response so I give another a second attempt. But, thank you for answering. That's right. So, if, if, that's fine. So, as long as the LED light is solid blue, how do you think it how long is it already it remain solid blue, uh, like, maybe five minutes, you think? I see. and it's solid blue. okay. do you have, ma'am, a device that we can use? like a tablet, phone, computer? what device you have available? self phone. okay. I think it was actually working because you also have you actually have a used net Wi-Fi. so is that where they are connected? okay. because
00:00
Speaker 2
When I came back into the house, which is probably about 3 minutes ago. And so I'm just checking right now to see if it's solid blue. Just a minute. Let me go. Yeah, it's still solid blue. I have all I have my cell phone. And all those that's working. All those work. My phone, the computer, the laptop, all those work. But I just can't get I can't get it to go on my television. Yeah, I believe so. Yes. But like right now, the network that I'm connected to isn't HughesNet. So I connect back to HughesNet.
01:00
Speaker 1
Uh, no, ma'am. You have we have to connect to the veloop. I think this one is um veloop setup, oh, sorry. Um, like um underscore veloop setup 71E. I think that is the WiFi name that's showing, right? [silence] Yes, because you have to select that one. You have to select veloop setup 71E and then it should ask for a password. Okay. [silence] Forgot.
02:00
Speaker 2
That is that, it's still it's still showing when I go to the menu it's still showing a padlock that is locked. And is that okay. I did that once but let me try it again here just a second. Okay there. Okay. Yeah, just a minute. I gotta why isn't it? It's I'm I'm I'm it it it it evidently has the code on it because it's telling me do do I want to forget the code or do I want or to cancel it? So which one do I go to? forget?
02:00
Speaker 1
I need you to forget, yes, so you can enter a new one. It's underneath the MX 2000. You have the default Wi-Fi password, so you have to use that one. Okay. Okay. [silence]
03:00
Speaker 2
Okay, enter a new one, okay, now I got to go to that, I got that right here, okay, okay, yes, [silence] that's the one I'm using, now let me go there again, oh, I don't know who that is, they can just wait, okay, so I have, I have to go to two two E [silence]
03:00
Speaker 1
Okay. Okay, let's give it some time. The um what's the brand of your TV ma'am? Um with you. Can you turn this one off for the meantime? Can you unplug this to the power? Yes, unplug the TV to the power. Unplug the TV to the power. And then leave it off for the power. The the the No, the power that is powering the TV. Okay. Okay, ma'am.
04:00
Speaker 2
unplug the TV. Okay. The power. The power. That's powering usenet or that... Okay. Brian, you're going to – we got to get up there and unplug that TV. So if you just bring me Correa's stool, I can climb. My TV's mounted on the wall and the plugging is way up there. I got to go up and get it. So you're just – I got to put the phone down for just a minute. I'll be right back. [silence] TV. To get power, to get
05:00
Speaker 1
okay let's leave it off for at least two minutes ma'am and then I need you to power it back on after two minutes. but it's off right already. okay. So the TV so the TV is unplugged to the power already right? okay and you're still seeing the unable to connect [silence]
06:00
Speaker 2
Okay, now the TV is unplugged. [silence] [silence] Well, yeah, because it's still saying right now it says on there, unable to connect to velop setup 71E. It's still saying that. It's unplugged from the outlet. [silence] Should I power it down with the... Yes. [silence] Yes. I can try powering the TV off with the dish control. [silence]
06:00
Speaker 1
Yes, let's let's do that one. We have to make sure that it fully powers down. Oh. Okay. So let's give it two minutes. Aside from the TV, do you have any other device that we can try to use? Let's let's try the laptop because on your phone you have a cellular data. So, um laptop would be best because we just have to switch that to the Wi-Fi.
07:00
Speaker 2
remote control should I, remote control should I try that. Okay, now it's, now it's showing a black screen. So now it's nothing. Um, well, I mean which, what would you prefer? I, I mean my, my cell phone or our laptop computer, either of those, I suppose. Okay, hold on. Let me get to the laptop. [silence] cut the line to [silence] my first decision from community.
07:00
Speaker 1
Oh, I need you to go to the Wi-Fi settings of your laptop. Are you using a Windows computer? Okay, I need you to go to the settings. [KEEP_UNCERTAIN] It looks like a gear icon, ma'am. Or you can, if you have an option to search below, just type there settings. Uh, no, not on Google Chrome, because we have to go to the settings of the laptop itself. Do you have, like, do you have, like, a search bar below your home screen for the.
09:00
Speaker 2
[silence] I'm not seeing any none of the icons on the bottom are settings. Just let me look down. Well, I have Google Chrome. Should I go into that and hit settings? Okay, well, I I don't know. Know what's I just there's all these little icons. There's one, two, three, four, five, six, seven, eight, nine, 10, 11, 12 the
10:00
Speaker 1
[KEEP_UNCERTAIN] Do you have like a... Do you have like a magnifying glass below? Not on the apps that you can see. Or how about four boxes? Like a window. Is that like Apple? Lenovo? I guess you're actually using Windows if it's if that's Lenovo because Lenovo uses Windows. Um Home. And yep, you can go. Got to home. Okay. Yes, go to network and internet.
11:00
Speaker 2
couple Elliot to come out here, please. My grandson's better at this than I am. Can you ask Elliot to come out here? [silence] Oh, here. No, I found it. I hit a thing here. Okay. Let me think. Okay, I don't see any gear. Let me go down. No, no, no, no. Don't go away. Okay, got to go up. settings. I found it. Okay, I'm on settings and now what do I go to? Network. It just says networking. It doesn't say, you know, [silence]
12:00
Speaker 1
Okay, um, yeah, go to network and then, uh, yeah, you have... sorry. Mm-mm. Can you select the Wi-Fi? Um, just select the Wi-Fi name. Okay, do you have... after you click Wi-Fi, do you have "show available networks"? [silence] Yes. [silence] I need...
13:00
Speaker 2
and I click on that Hughes Net, Hughes and then that number after it, it says no known networks. Hughes connected linked system. It says I'm – and that Vs Velop setup, that that's on there. I think I got it, but just stay here in case I need you to help me with something here. So should I click on that that Velop setup?
13:00
Speaker 1
Yes, I need you to select develop set up 71 E. It should be the Wi-Fi password that's underneath the Linksys router. Okay. Okay. Yes, right, down. And the password is case sensitive, okay? [silence]
14:00
Speaker 2
Okay, I now I've got the password with me here that I wrote down. Okay, two, they were all small case underneath there, so that's, I wish it would show me. Okay, can I press that I and then it will show me? But I don't want to hide it, show the password. Okay, there we go. Two Eee Vv H. Two Eee Vv H. N A
15:00
Speaker 1
It's connected? Okay, that's good. And then I need you to open Chrome. Connected no, okay. Let's just try this one. So it says connected without internet access. Okay, all right. Okay, can you open a browser for me? Uh let's open Google Chrome.
16:00
Speaker 2
... K-H-G-V. Okay. Connect. Okay. Oh, I don't believe it. It says connected! Oh, thank the Lord. But now it says connected, no internet after it. It's still saying connected. Okay. Okay, it's open.
16:00
Speaker 1
All right and then can you just try to search anything can you try to search YouTube?
17:00
Speaker 2
Okay. Hold on a second here. Are we, uh, now trying to get rid of the search results when you're looking for another topic?{ Elliot, how do you get things to be deleteable on, you know, if you're searching, you want to get this office here? I want to search games and categories. I want that off. How do I get that? Up here? The X. Yeah. Okay, no, no, I gotta go back down here now. I still want it on Google Chrome, but I just want, oh, oh, I want it off that search games and categories. Don't do anything cuz I have stuff that I have to have on there. Bring it over here so I can see what you're doing. I just want to search YouTube on there.
17:00
Speaker 1
So, can you try to play a video? Like music video or anything? Let's see if that will load up. Is it? Okay.
18:00
Speaker 2
Okay, there we go. That's what I want. Okay. YouTube. Okay, and go. Okay, it went to YouTube. Okay, hold on. a music video. Is this where I go to play a music video? Hey, is this where I go to play a music video right here? Yeah music. Okay. Okay, how come it's not going? Oh, here we go. Okay. Okay. Elliott, how do I get it to play something here? Okay. I just want to, I want to see if it'll play something. So if I hit press on Michael Jackson.
18:00
Speaker 1
It's loading the video. Okay. That's fine. That's fine. As long as you can play video. And then go back to Wi-Fi. You can go to the settings again.
19:00
Speaker 2
Okay. Okay. And now hit that. Okay. Okay. It's, yeah, it's showing, it's... Yes. I just don't have the... Where's the volume, Ansley? Elliot. Okay, need the volume. Okay, go back to Wi-Fi. So I got to hit back. Elliot, how do I get back to Wi-Fi? Okay, uh... Thank you for thank you. We're on. Okay, hold on a second, now I
19:00
Speaker 1
Okay. [silence] [silence] Uh, are you still can I is it still showing connected to Alex Situp 71E? [silence] [silence] [silence] [silence] But what name what name can you see? Okay. [silence] [silence] But it's showing the but it's showing Wi-Fi underscore Volo Setup 71E.
20:00
Speaker 2
I gotta go back over here, right. That's it. Settings. Okay. Settings. I got Michael Jackson playing. Okay, settings. Okay, now I'm back to the Wi-Fi. What do you want me to do there? It doesn't say, it doesn't say connected. How do I get this? Just a minute. I'm trying this. Turn it down for me. Okay. No, it doesn't say connected. That's good. It doesn't say connected. It just says, it doesn't, it just says the Wi-Fi internet is that Velop Setup *E but it doesn't say connected, connected, add connection. I don't know what that means underneath it. Yes, but it it doesn't say connected to it anymore, though, like it
20:00
Speaker 1
Yeah, because I think, um, yeah, as long as it's showing Wi-Fi, underscore, develop setup 71 E because earlier it shows, develop setup, huge, uh, sorry, it shows earlier Wi-Fi, huge net. Right now, it's saying Wi-Fi, underscore, develop setup 71 E. So that means that you're already connected. So we have internet because you're able to play YouTube, connected to develop. So, um, let's try on your TV now since we're able to verify it on your computer. Yes, you can also close every browser that you have on your computer.
21:00
Speaker 2
Hey used to. OK. OK. I'm just going to get off the computer. OK. I just want to — do you know how to shook this off? What? The computer. I don't need it on anymore. Just shut down. OK, Brian. Now I have to plug that back in again, so you're going to have to come in there and make sure. All right. I have to climb up. So you're going to have to give me a minute to.
21:00
Speaker 1
So, power on your TV, ma'am. And then... Oh yeah, I'm still here. Okay, and then. Okay, let me know if it's ready. Yeah, I'm still here, ma'am I'm still here I'm still here Okay Not yet Go to the settings of your TV. Let's connect it first to develop set up
22:00
Speaker 2
Okay, thank you, Josh. I'm going to shut the door so she doesn't want to come in here. It says please wait, refresh in progress. So, are you still there? Hello? Oh, thank God I'm disconnected. That's my biggest fear. Okay, thank you. It's on now. So now I should probably go to Netflix, right? Okay, hold on. I got to go to menu and then input settings. That's what I have to go to.
25:00
Speaker 1
Yes. Go to settings. um I think you think you have to go to the menu and in settings them where you find it earlier for develop setup name. Do you still remember where you get to that point? Okay. Okay. yes. Yes. Go to networks. Yes. Yes. That same password.
26:00
Speaker 2
Uh- uh, like that. And then it says, uh, HDMI one, two, three and four, and C O MP. Hold on. Well, I - hold on now just a minute. If I hit, uh, if I hit the menu on here, and I go to network, that's what I should go to, the networks again. Uh, uh, network. Okay, and now, it's I should go to that the belop setup 71 E. And try to okay, now it wants me to put in that password again. So put that in. The okay cross your fingers connect. The circle thing's still going around.
26:00
Speaker 1
Okay. Um, what's the brand of your TV again Ma'am? Vizio, okay. Vizio. Do you, um, do you have an option Ma'am on network to forget the Velo Setup, 71E? Um, do you have an option to forget, forget, the Velo Setup 71E?
29:00
Speaker 2
Unable to connect. Develop setup, 719-E, try another, or try again. Visual, do I have...an option to do what? Both, it says try another, or try again. That's what it says, unable to connect
29:00
Speaker 1
Um, uh, select try again, but let me know if you have an option to forget it. okay. Um, yes, type that password again, but make sure it's all, all lowercase. Uh, okay. [silence]
30:00
Speaker 2
Develop setup 71e, and then it says, try another or try again. Hold on. No, it's just just doesn't, there it goes now. Okay, now it's it's blank again. So, what do I need to do? Type in that password again? It is, you know, I I don't have it on the CAPS at all, and I can't, I I don't know how to how do you get it to so that you can see what it's typing? It shows it for a split second when I'm typing it. Like, I'm going to go to the two and it shows it and then and then it's E. E and that's Z. Z. H. N. A. H. G. V. okay and then I go down to connect and then
30:00
Speaker 1
Okay. uh, no, ma'am. There is no space on the password. Okay. Is it still getting unable to connect? So it's saying sorry. the underscore velop setup 71e. is it, it's showing disconnected now?
32:00
Speaker 2
And then that circle's going around again, right? Is it? I'm just gonna go back and look at that password. Maybe am I supposed to leave like a space between the two? And then before I start the letters. Yeah, yeah. Um, okay, yeah, I wasn't putting a space or anything, but I thought maybe I should. The number and the letter, but no, I didn't do that. So, yeah, it says now it says. Uh, Well, no, it it doesn't say connect. It's it's just saying disconnected up at the top. [silence] Well, it says wired.
32:00
Speaker 1
Okay. But there's no connected right below the developed setup. If you're going to select the developed set up, okay. Can you try to play Netflix? Let's see. Okay. Must be connected to broadband.
33:00
Speaker 2
No, it was besides it before and now it's not, it's just went right to the TV show that's on the. Nope, must have, must be connected to broadband to access this feature.
33:00
Speaker 1
How about other apps, ma'am? Other applications, aside from Netflix, do you have other applications there that you can use, that you can try? How about YouTube? Do you have YouTube application?
34:00
Speaker 2
to access this feature. like hbo. first. yeah, let me try it once. hbo. hold on. and again, that's saying the same thing. it's got to be connecting. yeah. we're gonna have to move on here. i can't, i don't know. i can, on this, let me just try one. something. let me try. [silence]
34:00
Speaker 1
Okay. What application is that while Netflix? Um, well more... Yes, probably you got logged out on Netflix because it's asking you to sign in. So probably there that. Yeah.
35:00
Speaker 2
going to netflix. as a remote. for the tv. now, okay, now it just, it told me that I have to , I, I, and I have no way, I don't know how to. I've never had to sign in before in my life, so I have no way of, you know, it just says, sign in, get started. I don't know what that means. Netflix. you know, but I. thought, what if my daughter cancel her Netflix and we were on her Netflix, then we would have to sign up. I thought. Well, or I could just get started. Okay.
35:00
Speaker 1
I think that's a password for your Netflix account, mum. Yeah, one capital letter, yes, one capital letter, a number, special character that you can add to your password.
38:00
Speaker 2
[silence] They're telling me I have to use a strong password. I know that means [silence] what? has to be like [silence] right? But strong means what? I have to have numbers and and symbols and caps. Okay. Well it'd be nice if they'd let me get to [silence] I can't even because I have to do this on my phone now and I and I I can't get to the keyboard they won't.
38:00
Speaker 1
You can take your time. I'll- I'll just wait. No worries. [silence]
39:00
Speaker 2
Thank you so much. Oh my gosh, they gave me a suggested one, but that is, gotta write that down, that gets a little bit easier. [silence] Okay, [silence] python... don't doubt honey don't okay. Yeah, I can't, I can't Nothing, Okay. I, I there there is fucking with everything here for
39:00
Speaker 1
sorry mom okay. Don't worry mommy we can always take our time.
44:00
Speaker 2
I I don't know it I just because I was using the the other remote, the the remote that came with the TV. And then I went back to trying to use the Dish remote because that's how I've always entered before. But now it just the the there it is. Okay. I just screwed that up. What is technology stuff is just so confusing. I'm so sorry to take all your time like this. Okay. Okay, now the TV turned on again. Now I've just signed up to a for a different subscription. So and I don't know it's now it it's uh, uh, just okay. Let me see what's here. Okay, Netflix.
44:00
Speaker 1
Is that on Netflix? How about just the how about just the regular mode?
46:00
Speaker 2
I can't get any, I can't get the TV to work, okay. [silence] Vizio home not available in your region. What the heck does that mean? I don't know. Well, when I hit the Netflix button on the control that came with the television, which I never use, I just always used the dish remote, it's just, um, but the TV won't, the TV won't go on with the dish remote. And it won't go on with the Netflix button on the control that came with the television, which I never use, I just always used the dish remote, it's just, um, but the TV won't, the TV won't go on with the dish remote. [silence] And it won't go on with the Netflix button on the control that came with the television, which I never use, I just always used the dish remote, it's just, um, but the TV won't, the TV won't go on with the dish remote. [silence] And it won't go on with the Netflix button on the control that came with the television, which I never use, I just always used the dish remote, it's just, um, but the TV won't, the TV won't go on with the dish remote. [silence] Okay, it's saying that, okay, and now right now, it's just I think something is on. [silence] Okay, here we go. [silence] Now it's on Vizio and something say watch free. [silence]
46:00
Speaker 1
Watch free is that a Netflix still? Okay. How about not Netflix, ma'am? Do you, what application you can use there? Aside from Netflix?
47:00
Speaker 2
Yeah, they're telling me – I think it's a different station that you can get when you hit the inputs on this TV. Yeah, I can see now. I got to – just a moment. Let me go back to HDM3 – or is it four? I think it's four. Okay, let me hit that. Okay. Okay. Now I'm back. Now I'm back on the regular TV, so let me try Netflix. Oh, oh, I think I'm going to have a terrible headache. It's saying you must be connected to broadband to access this feature. Again. I I don't I don't ever
47:00
Speaker 1
is the Netflix? do you have an application like Amazon Prime or Prime Video? how how about YouTube on your TV? um, OK If you're going to select Connective View, what's your option? Okay. Um, let's try. Do you have another TV that we can use or is this the only TV that we have? Um, yeah, I think we have to turn this TV off and then try other device just to make sure because I think it's already connected to the Internet. Is just that what [silence]
48:00
Speaker 2
I just go, I click on that and I hit, I hit select on the dish remote. And it says, check back later. No, I have another TV, but we never go to these on the other TVs cuz it screws the TV up. Like if I go on to, I can go out into the living room and try that one, but then it screws that TV up. Do I, really want to open up that?
49:00
Speaker 1
We are... if it's broadband, it's your subscription with Dish Network that has a problem. So I guess we have to try other device first, to make sure. Since your laptop is actually working earlier, connected to Velop setup, so let's try different. Yes. But if it's... but if it's that complicated, let's just try phones. How about your phone? Yes. Okay. Are you using... Let's just make sure that it's working.
50:00
Speaker 2
Well, where's it? Where's it? My lab. So, what do you want me to tell them? A different television? What if it screws that up in my house, and I can't deal with him without a television? My cell phone? Yeah, I got that right. That's been working all...
50:00
Speaker 1
Okay. Working with Velop because it's connected to the use net, right? [silence] Okay. Are you using...? Not yet. Um, are you using an iPhone or an Android? iPhone, okay. Can you go to the Wi-Fi settings of your iPhone? Go to settings of your phone and then Wi-Fi. Okay. D U C _ Velop Setup 71e. I need you to select that one. Yes. Enter that password.
51:00
Speaker 2
OK, hold on a second here, let me see. I'll try to go to ama add iPhone. Settings. OK, it's on HughesNet. Yes. OK, then they want me to put that password in again. OK, so I'm at two e
51:00
Speaker 1
yes it is actually it will always have the padlock memb because the network is secured because it requires a password before it connects so that's fine as long as you have a check mark that means that you are connected to develop setup can you try if you have internet on your phone connected to develop okay it went to Amazon right away okay so there's there's nothing wrong already with your linksys router it it
52:00
Speaker 2
okay. okay. there's a check by it, but the padlock is still locked. on phone. okay. there's a check by it, but the padlock is still locked. on phone. okay. Yup. Yeah, my my Amazon and it goes it went to Amazon. Yup.
52:00
Speaker 1
It's already online, since I, I'm, since it's solid blue still, right? Okay. Okay. Okay, so since since that one is solid blue, so that means that it is online. You have already internet connection with your Velop setup 71E. We have already confirmed that one using your TV, using your laptop and your phone. It's just that on the TV, I think you have to contact Ma'am Dish Network, so they'll be able to, uh, fix your subscription. Because I think it's, um, I, I think what had what's happening on the TV, that's what's [silence]
53:00
Speaker 2
I think so. Just a minute. See when I got to get there. Yeah, it's still solid blue. [silence]
53:00
Speaker 1
why whenever you click to the whenever you click Netflix it says what was that one? you have yes in terms of broadband that is actually your connection with with with your dish network that's actually your subscription so they needed to fix that one yes you're welcome I'm you're welcome and thank you as well for your time and sorry. my name ma'am is Al yes oh thank you so much ma'am um I'll try to [silence]
54:00
Speaker 2
broadband note, you have access to broadband. OK. OK. I will, I, I'm going to wait till tomorrow. I'm going to, that's enough of this today. But thank you so much for your patience. You were wonderful. we have a supervisor? you, do could I be, I want to give you a, uh, I'm going to tell your supervisor how great you were. What was your first name? Mel. Um, can I be connected to your supervisor so I can tell her what a great job you do?
54:00
Speaker 1
I'm to look if we have an available one if that's fine with you. Okay, alright, stay on the line. Okay, I'll be back. [silence] Uh, hello. Uh, ma'am. Yes, hello ma'am, this is Albert. Um, uh, yes, ma'am. Mm-hmm. Okay, all right. Uh, yeah, uh, thank you very much ma'am, okay? And, um, yeah, we really appreciate, um, yeah, don't worry, okay? We'll, we'll see to it, okay, that, um, Al, uh, will be, uh, uh, uh, commended with this, the
55:00
Speaker 2
Hello, I just wanted to, Albert, [chain saw running]. I just wanted to, that Elle has been on the phone with me for like an hour, and she has been so patient, because I am terrible with technology, and she did a fantastic job. I just wanted to give her a high, high recommendation. [silence]
56:00
Speaker 1
uh uh yeah you're always welcome ma'am and thank you as well okay for reaching out lynx customer support and uh you do a wonderful day becky okay bye ma'am hello becky are you still there ma'am
57:00
Speaker 2
Thank you so much. You bet. Yeah. Okay, you too, bye-bye.
57:00