V2 Rubric Detail — 0c0463a4-7557-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 14:13
Duration
46m 8s
Contact
Elizabeth Tofts
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135483
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350 Setup to bridge mode
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation0.00/5
Customer Exp4.29/5
Overall51.7% (-0.3)

V2 Grader Summary

The agent demonstrated strong ownership and empathy but failed technically. The agent provided an invalid URL (myrouter.master.local) and misused the 5-press method, which is for engineering escalation, not for resolving connectivity issues. No formal escalation was initiated despite the failure to resolve the WAN/IP issue.

V1 Case Analysis

Customer unable to get MR7350 online in studio; performed factory reset and 5-press pairing, could not access admin page or establish internet; agent will email specialist instructions and advised contacting ISP technician.

Troubleshooting Steps
  • Performed factory reset (reset button held)
  • Guided through 5-press reset/pairing method for MR7350 (valid per KB)
  • Attempted to access router UI via myrouter.local and 192.168.1.1
  • Checked LED status and asked to verify Ethernet connection
Key Observations
  • Agent never verified the physical Ethernet connection or WAN status on the MR7350.
  • Suggested running a speed test before confirming the router had internet, which is illogical and contradicts KB guidance.
  • Failed to collect a serial number and did not perform a warranty lookup.
  • Did not clearly validate whether the admin login page was reachable before moving on.
  • Incorrectly advised customer to run a speed test while not connected to internet (00:34:00–00:36:00).
  • Did not confirm whether the MR7350 was connected to a LAN port on the Eero gateway, which is critical for proper setup.
Positive Highlights
  • Displayed empathy and patience throughout the call.
  • Correctly identified the MR7350 as a model that supports the 5-press pairing method (valid per KB).
  • Offered to send a follow-up email with detailed specialist instructions, which is a valid escalation path.
Agent Errors / Gaps
  • Did not confirm that the router was connected to the correct LAN port of the Eero gateway, which is essential for proper WAN/internet setup.
  • Provided an inappropriate next step (speed test) when no internet was available, which is technically invalid and misleading.
  • Did not obtain or verify the router’s serial number or warranty status, which is a protocol miss for troubleshooting calls.
  • Did not clearly validate whether the admin login page was reachable before moving on, leading to confusion and wasted time.
  • Advised running a speed test while the device had no internet connectivity, which is technically incorrect and contradicts KB guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The MR7350 never obtained internet or allowed access to the admin interface; the call ended with a promise to email instructions rather than achieving resolution or valid escalation.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed factory reset and 5-press, but skipped essential diagnostics like checking Ethernet link status, WAN connectivity, or IP assignment before attempting access.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting for an out-of-warranty device and offered actionable follow-up (email with setup instructions) instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (LED color, no admin access) and asked some relevant questions, but failed to diagnose the core issue: the Eero router may not be assigning an IP due to port or VLAN settings.
T2 Not Met Appropriate tools / resources used conf 95%
The 5-press method was used incorrectly—it is for diagnostic escalation to engineering, not for initial setup or fixing connectivity. Agent should have verified physical connectivity and IP assignment via basic tools (e.g., ipconfig) as per universal_web_browser_setup.md.
T3 Not Met No misinformation conf 98%
Agent provided a materially incorrect URL 'myrouter.master.local' (contradicted by universal_web_browser_setup.md which lists only myrouter.local, 192.168.1.1, and myrouter.info).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained general control but lost direction multiple times, repeated instructions unclearly, and allowed extended silences without re-framing.
C2 Met Confirmed understanding conf 95%
Agent used simple language, repeated steps patiently, and adapted to customer’s confusion without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, gathered serial/model info, and committed to sending follow-up instructions without transferring.
O2 Met Proactive follow-through conf 96%
Agent clearly stated they would send an email within 2–3 minutes with troubleshooting instructions for a specialist.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Agent did not escalate despite clear complexity beyond L1—misuse of 5-press, inability to resolve IP/WAN issue, and reliance on external specialist without formal escalation path.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed—agent sent an email to customer instead of creating a ticket or routing to engineering, failing to inform customer of formal escalation.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent remained patient, thanked customer repeatedly, and expressed understanding of frustration throughout.
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, repeated instructions when needed, and used supportive tone to maintain engagement.
X3 Partially Met Overall experience conf 87%
Customer had to repeat multiple resets and URL entries; agent could have streamlined by diagnosing connection state earlier or using remote tools if available.
Call Transcript86 turns · 90 lines
Speaker 1
Oh, hello. Um, yes, well, I hope so, and I think it's something I should be able to, to sort out myself, but I'm failing. I'm sorry. I've got the technical skills. Um, so, um, I've got a relatively, well, it's a two or three years old, I think, Linksys, um, uh, router and, um, in my studio, but it hasn't, it, it, it, I don't think we've ever quite set it up properly, but it's not functioning. And I've been trying, I have a cable, um, uh, from the house to the studio in the back garden and, um, an it all seem to be linked up. Now, I think
00:00
Speaker 2
Welcome to Linksys Support. To assure Quality Service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you today? [silence] Uh-huh. [silence]
00:00
Speaker 1
Where I might be going wrong is that the can't work. I think I need to change the IP address on the links to router, to the same as my house IP address. But I'm failing to see how I can do that. I think that's what I probably need to do. Um, so I'm sort of asking for your help. See if I can get it up and running. It it has worked, but it's um, probably we haven't tried to get it to work again for maybe a couple of years, I guess. So, it's a while since it worked. I'm not quite sure what's going wrong and I think it's something technical I'm doing wrong. Um, I think it got disconnected. I wasn't being used.
01:00
Speaker 2
Oh, yeah, of course I could. Um, we could definitely work on this one, but just to make sure, uh, in regards with this. So, this router that is uh inside your studio, it was working before. Well, um, it's okay. Um, if there was something wrong with it, cause previously we didn't have any internet connection, but if anything, it was really, really weak. Yeah. Uh, probably. But with the router I put in, it does the work. But I'm gonna have to hide it. It ain't good looking. [silence]
01:00
Speaker 1
it blu, uh, I pressed the reset. There's a reset pink little red button at the back. I have pressed the reset and then it went, I think I worked out that it it went pink for a while. Uh, and then reset to blue again. So I think I reset, I've reset it to the factory settings. Would that be right? Um, but it's showing blue now. Um, so everything's plugged in okay.
02:00
Speaker 2
oh, uh, oh, uh, okay. Um, uh, and by the way, ma'am, um, the LED light of this router that is on the studio. Uh, what's the LED light that it's showing from the router? Yeah.
02:00
Speaker 1
And I think I've reset it. Assuming that it going pink for a bit and then back to blue has reset the settings. Solid blue. It goes to-- goes to a sort of purple color after it's been blue for a bit. But I suspect that's not-- when it's not functioning. Would that be right? But it doesn't flash. Yes. Yes. Oh, okay. Okay. So that's what I'm thinking. I just failing to work out how to set it up. I've lost the paperwork as well. [silence]
03:00
Speaker 2
Um-huh. Okay. And um-huh. So, the LED light that is blue, is it solid blue or blanking? Yeah. Okay. Um-huh. Um-huh. Um-huh. Um-huh. Okay, uh, so to answer your question regarding with that one, so when you see the LED light of this router is on purple, magenta, or pink, that actually indicates that the router is ready for setup. Now, yeah. No. Heh heh heh. Okay. Now when
03:00
Speaker 1
it's goes solid blue but then it goes to um uh a magenta color solid magenta color um let me just go down I can walk down now and just double check second bought it in the UK yes well I can't get it to work I it's got a different IP address that's the trouble when I look on my laptop um
04:00
Speaker 2
it's okay and then right now right now and just to make sure as well the main router or the master router where the internet of this router supposedly came from does it to be like connected oh yeah does it like do this router from your studio should get or should broadcast the same internet information of the one that is inside the house oh yeah but uh huh
04:00
Speaker 1
I can see it on my laptop as ready to go, you know, as an option. I can switch to it from my house Internet, but then nothing happens. They should. Yes, they should. Does it matter that on the laptop it shows a different IP address when I, when I search for it? No. Yes.
05:00
Speaker 2
Uh, but, um, if that, I'm sorry. I, yeah, but do they should, uh, like, you know, work together and should only share the same network? Yeah, if that. Yeah. Yeah. It will definitely gonna work like that because we or you haven't added this router back to the network. Since you mentioned, yeah, because since you mentioned earlier that you have performed already the factory reset of this router. So what we need to do now is to set it up first or, um, add it back to the main network, which is inside of the main network?
05:00
Speaker 1
Oh. Okay. Yes. Yes. Yeah. Yes. Oh, I need to take the router to the house, do I? Yeah. Oh. Yes. Yeah. Okay. Yes, my Laptop is connected to my main router. Yes. Yes. Okay. I'll just go back to the house. Yeah. Yeah. Yeah.
06:00
Speaker 2
your house now. now for yeah so for us to do we need to bring it over there first. yes but we are going to set it up. yes just unplug it just bring with you the the router uh ok uh but if you actually have a desktop that could that is actually directly connected to the router or wirelessly connected to the router or even a laptop then we can just leave this our router inside the studio then we can work inside your house. okay so get um uh okay I just yeah but yeah here's what I want you to do first okay turn on the router that is inside the studio wait up until it turns to solid magenta or purple.
06:00
Speaker 1
So it's purple at the moment. Magenta. Yes, it is. Sorry, say again? Say that again. Is it neat? That cable, yes, which runs into the studio and then obviously all down the garden to my um mains electrics and then I think well, the electricians set it up for me yeah. So I think it's all ready. I just not linked I think. Okay. Okay. What would you like me to do? Yes, I am. No, I don't know whether I've registered it. Uh should I do that?
07:00
Speaker 2
Okay, uh, yeah, yeah, let's go and there is an Ethernet cable on it, right? There is an Ethernet cable. Okay. Okay. Okay. Yeah, yeah, that's actually the very last thing that we just need to do done. You're all good. You're already on your laptop. Okay, um, before we do that or before we proceed, mem., um, cuz I did not actually see any records here. Um, it's okay. I know it's not really.
07:00
Speaker 1
No. Courses. Oh. Yes, uh, it's Elizabeth with a Zed. And uh my surname is tofts. It's T for Tommy, O for Orange, F for Freddie, T for Tommy, S for Sugar. Yes, it's E for Elizabeth, J for Jane, and then tofts, T-O-F-T-S at G mail.com . Oh, only one in the past and this linked c one two routers, yes.
08:00
Speaker 2
It is not really necessary to register the product. I just really need to gather some information to create a record. Let's start with your first name and your last name please. Okay. Thank you so much. And can I also please have your uh e-mail address Miss Elizabeth? Okay. gmail.com. And how many links this uh routers do you have in total? Okay. And uh by the way can you also give me the serial [silence]
08:00
Speaker 1
Yes. I've you rest. Oh, the main one. I was gonna give you the Linksys one cause I've got a photograph of it, but let me get the main one. No. No, it's not a Linksys. Does it need to be? that my problem? It's uh supplied by the network in the UK, um talk to talk. So it's a hero. E-e-r-o. Um, and then from it, I've got a splitter that takes the Ethernet cable outside and down my side of my garden. Um, okay. Yes. Oh, the Linksys, yes. So the LinkSys is um, the model number is M R 7 3 5 0.
09:00
Speaker 2
serial number and the model number of the main router. Oh, by the way, the main one is also from Linksys, right? Okay. Okay. Okay. Okay. I love this one, Ms. Elizabeth. Um, can you give me the model number and the serial number of your Linksys router there? Yeah. Okay.
09:00
Speaker 1
Ah came in with the device, info on it. Sorry. File name, linksy-setup-3-8.f7-146. Okay. Thank you. Yeah. Yes. Euro. Yes. I can give you the. Is it better if they're both linksy or doesn't it matter? Okay. Okay. Would you like the Euro details? It's very small, but I can give you a serial number or a model number or um model number. Sorry, it's tiny. Hang on. Um I think So small.
10:00
Speaker 2
okay? thank you so much. okay, so the main internet source is not a link, sis, but an Eero. And since... yes. So, SIM. Uh-huh. I'm sorry. Yeah, it actually really doesn't matter cuz you can still use the MR. 72350 that you have. So, what are we 'So? oh, yeah, just the model number. That's okay. [silence]
11:00
Speaker 1
it it has been changed since that uh, cause I had um, cable put in so this is a relatively new when the TalkTalk company changed, it's a relatively new router I would say router, but it seems it's router. Yes, yes.
12:00
Speaker 2
Okay, thank you so much. And let me just uh finish this one. So, I was actually like you know thinking earlier that um the main internet source was was wrong. It's really okay. So, um so for this one what will actually going to happen on this uh on this Linksys router since the main internet source is a is an year row. So, we need
12:00
Speaker 1
Oh, OK. Oh, so you're bridging from a different type of route is that? Oh, I see, OK. There is something that pops up cool. Ok. Sorry. OK. Yes. Understand. OK. Talking, I need to look at networks, don't I? Is that right? Yes, hang on a second. I'm a bit slow, sorry. I've got I've got something popping up that's called a Thunderbolt Bridge, but I'm not quite sure what that is, whether that's related. Um, so I've got talk talk link 7B set up. Yes, link 7B and then there's an IP address with it. Okay. Yes, I've done. Um, sorry. Let me get it off talk talk.
13:00
Speaker 2
Yes. Yes. Networks and then Wi-Fi. That's okay. On. Yeah, that's the one. The link is setup38b. like boy Mhm. So, uh, yeah, that's actually the one that we need. So connect the laptop to that network. Mhm.
14:00
Speaker 1
I'm Sorry I'm a, I shouldn't apologize really, because I'm a bit of a slow learner. Uh, okay, so we're connected to Linky. Uh, I'm connected to Lindsky now, yes. Okay. Oh, sorry. What do you want me to do in the browser? Yeah. H T T P, yes. what's that? yes.
15:00
Speaker 2
That's okay, you're good. Okay, now open a browser. Okay, once you're already on the browser, uh, type in http:////
15:00
Speaker 1
My router.master.local I think I've missed something out HTP should I put in um colon um double dots yeah okay HTTP double dots slash slash two lots of slashes yes my my router.master.local Okay Okay Oh but I I'm actually on I actually I need just just to check it back to talk talk sorry Because I'm not connected That's why it's not working Sorry [silence]
16:00
Speaker 2
just start putting and just put two forward slashes here or correct and then just press Enter okay
16:00
Speaker 1
Okay, right. My version of local. Let's just put it in again. HTP local. HTPT. Okay. It's not picking up. Could you just like it out again for me? HTP. HTP. S, isn't it? Yeah.
17:00
Speaker 2
It's okay. Yeah,htp. I know, it's okay without an s. So,www.http:// www.http colon forward slash forward slash,my.route.
17:00
Speaker 1
Okay. Where are you based? You found a, let's see. Are you? Okay. I'm not that far away. So now I've got Linksys accessing the Linksys smart Wi-Fi router user interface. That'd be what we want. Okay. Okay. So I've got a page now on the Linksys website. Um. Um. Um. Um. Yes, it wants a password. Yes. It is. uh it won't let me type um
18:00
Speaker 2
Router, local, to local, I'm from the Philippines. Okay, yeah, that's the one, so Would you uh are you one, I mean, mhm, is it asking you to log in using the access router or router password? Okay, can you use the word admin? That's A. D. minute. All are lowercase.
18:00
Speaker 1
Why is the why, I forgot password. I can see the bit that's wanting me to add password. But eh, it says there's a bit. Enter your password and click sign in. Okay. It's just not letting me type it in for some reason. Yeah, done that. And then I get another box. It's just pale blue. It doesn't ask me it just wants the password but. let me just see if there's some else I can put it in. and install the password and click sign in. So there's a blue box asking me for the password. But it doesn't let me [silence]
19:00
Speaker 2
So, can you hover the mouse cursor and then click the box that says router password? And another box that says [silence] [silence]
19:00
Speaker 1
added something somewhere else i'll just ask if my Robbie Can you just come here a sec? It's not a proper box. It's kind of like a fake picture of a box, but now saying router password, but it's like enter your router password and click sign in. And then there's a sort of rather blue pale box. Which doesn't actually doesn't let you do it. Where would that be? No. I've been tracing. I just launch your web browser. I think I must be on the wrong page. Do you think? Okay. Yeah. [silence]
20:00
Speaker 2
you know how about this one can you I mean don't do not close that tab just open a new one and then put in 192.
20:00
Speaker 1
1 9 2. Yes. Yes. Point one. There's a, there's a one that, yeah. Okay. And then there's admin, admin login. It'll let you log in, we'll let us. Okay, I've got that open now. Uh, this is Rolf and network login. Is that correct? And, yes.
21:00
Speaker 2
0.168.1.1. yes, that's two one. so, [silence] uh, can you make sure first that you're connected to the Linksys router? Because, uh might be the laptop did switch directly to the other network instead of the Linksys. yeah, because, um, after you use the 192.168.1.1, uh, for Linksys router, you should be routed on a page where it will say, [silence]
21:00
Speaker 1
It just says, I can, I can you can to access the admin page, type in one and then to and then click Log in below or admin Log in. I think. Have you got hers? This is from the main one. What should it be? can I can't connect it to the Link so he said out there, oh, you want me to I see what you mean, even though, okay, I'm with you. Okay, so it is now. Let me go back. [silence]
22:00
Speaker 2
Okay, so it actually it brings you to another page where can you double check the connection is it from linksy router or is it from the main one? Yeah, uh, let's make sure that the laptop is connected to your, um, velope setup? not the main one. Or, the links setup.
22:00
Speaker 1
[KEEP_UNCERTAIN] 1. Um, but it won't work connected to the Linksys setup because I haven't gotten the internet that way.
23:00
Speaker 2
uh huh yeah okay um it's okay though the link to setup doesn't have any internet at the moment uh no try try entering again 192.168.1.1 [silence] it's okay uh try
23:00
Speaker 1
Okay. Okay. All right. Okay. I don't know how to do this unless I'm actually on the uh on my internet. That's the trouble. Do you want me to switch back to talk talk? I'll have to do that. Yes. Okay. So I'm back there now.
24:00
Speaker 2
slc the HTTP colon forward slash forward slash my router dot local (speaking foreign language) Yeah cuz the the talk has an internet source so that's why the laptop keeps on disconnecting to the linksys.
24:00
Speaker 1
Okay, so I've done that now, and now I've got Linksys, accessing the Linksys smart Wi-Fi router interface. Shall I press that? Okay. Okay. That's a bar. Which is that? Which is the URL bar? I just put it into search bar. Okay. Uh, Chrome.
25:00
Speaker 2
Yeah, that's the one. Uh, can you scroll down and look for continue to link sys Linksys Smart Wi-Fi? Uh, by the way, did you put it to the URL bar or to the search bar? Oh, okay. Can you put it on can can you put it into the URL bar, please? The 192? Uh, the most Yeah, the most top all where you can say like, let's say youtube.com. It's on the very top search bar. Okay. Uh, what browser are you using, by the way? Okay, so when you're in Chrome, when you open it, there are two search bars.
25:00
Speaker 1
Yes. I just pressed the button on that one and pressed the search bar. Okay, now put it into the central one. Okay. Chime. Okay. Right, so now if I go down to Linksys, I've still got accessing the Linksys smart Wi-Fi router interface. Press that. Chime Same, no. My route to local. Is that the one? Uh, yes, that's what I did. Chime Top bar. If I press Okay, I'll do it again. Chime Wait Sorry. Chime
26:00
Speaker 2
[HUMAN_REVIEW] Bar that you can see the one that the one that is at the center and then the one that is on the most top search bar. So put it on the most top search bar. [silence] no, it seems like we are not on the right page. [silence] yeah, can you put it? [silence] Yeah, that's actually the one, the marathor.local. [silence] but did you put it into the U.R.L. bar on the very most top search bar? [silence] not on the center. [silence] And then [silence] that's okay.
26:00
Speaker 1
Okay. Okay, yes. That's the top bar. But then that can't be reached for some reason. Sorry. Any active VPN? I don't know. I don't know. [ silence ] So I've got two ways of entering. I can enter onto the screen.
27:00
Speaker 2
Uh, one it's okay. I give me one moment. This is a Windows laptop, right? It's a it's a, uh, Oh, it's a Mac computer. [silence]
27:00
Speaker 1
Oh on Google Chrome or I can enter into the top bar. uh... Yes, which is what I'm doing, but... can try again. http Google search. I've got that. I've got Y road yeah. I'll open that. So I've now got the page activate account login or admin login. um... I think I'm on a slightly different looking page now than before. So, perhaps this is correct. Did you want admin login? just to login.
28:00
Speaker 2
It should be it should be at the top box. search uh-huh modernity. Yeah, http://myrouter.local. OCL It should not actually be a an admin login cuz when you are yeah, cuz when you are
28:00
Speaker 1
Yes. So, uh, well I've got, okay, so I've got activate account and then my right to local IP address to access the admin page. type, having a look, it's not showing one on this page, I don't think it's just showing a selection of IP addresses, popular IP addresses. Uh-huh.
29:00
Speaker 2
[silence] [silence] uh [silence] you should be seeing uh those the things that you should [silence] seeing is um [silence] Linksys Smart Wi-Fi sign in. [silence] and then it you should be seeing as well access router. [silence] What is the IP address that it's showing? yes? Uh [silence] Okay. Guess if that is actually the case, like the error is not uh like you know, giving an IP address to the Linksys router. Of course, it will not It's not no work. Cause you need to do, yes, cause you need to do something on the Eero router, but if the thing, yeah, but if the thing is that um if you want a separate internet connection on your studio, we can do that one, but if, yeah. yeah. We can, I know, uh, what I'm actually trying to say is that the internet or the main source internet of your Linksys router will be still the Eero, but it will, but it will create another network on that area. It will not going to share the same information from your Eero, but instead, you will be having an internet connection on your studio,
29:00
Speaker 1
[silence] Yes, which I'd need to [silence] pay for presumably separately, is that right? Um [silence] No. Oh, I see. Yeah so there wouldn't be an extra cost to doing that. I don't really mind then how it's set up as long as I get it to work. Yes, thank you. Yes. [silence] Yes. [silence] [silence] Yes. [silence] [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yes. [silence] Message Approved. G:// [silence] send. [silence] Message Approved. G:// [silence] send. [silence] Yes. [silence] Now [silence] approve. [silence] approve. [silence] approve. [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yeah [silence] allow. [silence] Transaction verified at origin [silence] send. [silence] Car message approved. [silence] Now [silence] approve. [silence] approve. [silence] approve. [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yeah. [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yeah [silence] allow. [silence] Transaction verified at origin [silence] send. [silence] Car message approved. [silence] Now [silence] approve. [silence] approve. [silence] approve.
31:00
Speaker 2
Which underlinks is set up 38? The only because the length this router will only be getting an internet connection directly from the zero? Yeah. uh one moment okay Okay, uh here's what I want you to do to check me silly the bass if um we do you have something to poke or can you just easily press the reset button of this router at the back behind it i don't know and according to linksys i don't know okay okay but right now it's on purple correct okay now what i want you to do is press the reset button of your MR7350 for five times so don't do it for too long okay uh press release no five times with within yes so press release press release press release do it for five times [silence]
31:00
Speaker 1
Two, three, four, five. Yes, I've done that. Uh-huh just started to blink. Yes. Okay. Okay. Okay. Okay. Thank you for your patience. I don't know how people do that. I suppose some people are very technological. I think the problem is I was trying to get it to work. It wasn't game to, was it? [silence] Okay, yeah.
33:00
Speaker 2
you will notice that the LED light should start blinking right now. So yeah, I just give it at least two to three minutes. Because that process yeah, well, that's actually the maximum time for that one. So instead of purple after a few minutes, it will turn or it will change to solid blue. So just give it a moment. It's okay. um Yeah. Cause you actually mentioned earlier that
33:00
Speaker 1
That doesn't matter though, does it? Really, it's gone blue now, by the way. Yes, yes. Yes. Okay. Yeah. Okay. done that. You're asking me to do all kinds of things I've never done before. Do I just say speed? Do I just say speed test? Do I? Thank you. [silence]
34:00
Speaker 2
you know, you want this router to share information with your Hero. Now, for us to do that, oh, OK. Oh, yeah. Yeah. So now that's it's solid blue, correct? OK. Now, let's go back to your laptop and can you reconnect it and then connect the laptop to the links to setup 38B. OK. Now that it's connected, open a browser and run a speed test. OK. It's okay. Now, OK. As speedtest.org.
34:00
Speaker 1
I don't think I've ever noticed what speed things are going, but I have to be on Talktalk, I think that's trouble. And I, yeah, I am, okay. It just doesn't work though, that's the trouble, 'cause I've got no internet to do it. How do I run a speed test when I'm not connected? Okay, so it should, it's all right. It's not too. Yes, I understand, thank you. Um, bear with me. I'll go back. [ silence ] So,
35:00
Speaker 2
uh... for this one uh yeah at a time you're out are you are on talk talk but right now you should be only in to set up and i mean okay and okay i'll uh right now that it's since it's actually showing solid blue it's actually online and it's receiving an internet so yeah we should the only thing that i actually asking is to run a speed test to check if the yeah that it's alright and working [silence]
35:00
Speaker 1
I'm on links he set, stop it'll always be called links he set up a letter what he wants it's up yeah okay what was it speed test.com was that speed test dot net okay the trouble is it's behaving as if I'm not connected like, can't be reached, so it's still behaving as if I've got no internet okay
36:00
Speaker 2
Yes. uh... .net mhm mhm .net [silence] Uh okay, um can you see I mean can you try opening up instead of speed test? Can you try opening uh maybe YouTube or try to surf into the internet? [silence]
36:00
Speaker 1
What would you like me, to, anything? Nothing is picking, nothing. I can't reach any websites or anything. Right. Nothing can be reached. So it's not the internet even though I'm on Linksys setup. Oh, not many because I had to put a splitter onto it to connect it to the cable running down the garden. So, it only had one port, so there's a splitter coming out of that port, of which the pay internet, the internet.
37:00
Speaker 2
I mean, anything, like, how do you usually use your laptop? There's actually a lot of factors that have been affected. There. And by the way, how, how many ports do you have on the Eero router? [silence] Yes. Um,
37:00
Speaker 1
that cable running to the garden is off the splitter, does that make sense? Yes. Um... Oh, I see, yes. Yes. It's not... Oh, I see. Ah! Well, it was supplied by the company who fitted my, um...
38:00
Speaker 2
I yeah so um yes yes yes cause I just actually want to make sure that like you know the linksys router should be the prioritized um yeah so that it can really receive an internet and maybe the um port uh where the router is currently connected right now is not yet fully activated but the eero yeah cause uh the eero that you have um is it like um right is it a is this a router or a gateway I mean is this a gateway or
38:00
Speaker 1
Who fitted the internet? So I don't know whether it's a router or a gateway. I don't know. I think it's a router, but do they look different? Maybe I need to get a different router for the house. Another another Linksee. Oh, is it? It should be okay. Okay. Yeah. So it has only one ethernet port and then after that I
39:00
Speaker 2
Okay. Uh what's up, there? but, Just a moment. I'm a check. well, we can, I mean, you could do that one. But as uh this other that you actually also have is actually also, like one of our routers that is that is that, that is no longer receiving any updates. It's okay. It should be working. There should be no problem at all. Uh-oh, okay.
39:00
Speaker 1
I've put a splitter, one for my, 'cause my television is working off it and um one for the garden connection. Yes. It's white. No, it's, it's flat. It's white and it's, it's flat. It's not very big, it's maybe, you know, 4 inches by 4 inches. It was only, it was supplied to me by Talk Talk, maybe a year ago. Uh, it's got, uh, an, yes, two, an incoming one and then
40:00
Speaker 2
So this eero router that you have, is this the white something, yeah, it's it's it's the the white, is it like the standing one or that's the one that is color black. Okay, and how many ports can you see or how many Ethernet ports can you see at the back? So two. Okay, the one isn't coming, the other one is the.
40:00
Speaker 1
Yes, that's right. And then just the power. Yeah. It's connected [to a wire that goes, so the out port, I've [got connected to a splitter of which I've got two things coming off], one goes off and down my garden to the studio, and the other one is connected to my television. Yes. Yes. Yes. And that's it.
41:00
Speaker 2
uh, okay. And then the, in which from, I mean, from this two ports, where is, the linksys router is connected right now? uh. Okay, so the linksys router, so the arrangement of this one is Eero. And then switch. And then from this switch, there, where there, I, where the TV is, is connected. The linksys router is connected and the splinter is connected. [silence]
41:00
Speaker 1
no the splitter it comes off one and then it splits into the two the TV and the garden and the one that goes down the garden yes do you think maybe it's just not adequate to
42:00
Speaker 2
Oh, okay. So there. Yeah. For this. Okay. For that one actually, maybe you can try like, you know, switching the uh ports. So, put the the the the ethernet port a cord that is running from switch to the linksys router, put it to the part one of your switch and then try connecting again to the internet of your um, linksys setup 38 be. Silence.
42:00
Speaker 1
You know, what I could do rather than troubling you, because I mean, we might get there, but I feel I'm wasting your time. I don't know, we might we might win, but I'm not too optimistic. I could get a um, a specialist to come into my house and have a look at it all. Would that help? Okay. Yes. Yes. Okay. That sounds great. Thank you. Yes. Thank you. You've got my email address. Thank you. Thank you. That's fine. Yes.
43:00
Speaker 2
Oh like a send you an email with all of the uh troubleshooting instruction on how this specialist can set up the MR7350. Okay. So, yeah, um, yeah, I got it here. Thank you so much. So, um, so just please expect an email, right after this. [silence]
43:00
Speaker 1
you very much. You've been really helpful. And then it'll it guide me. So I think it might be easier for me to have someone come and have a look. I mean, I have to pay for it obviously, but um uh I can do that. That's okay. I think that might be better because it may be that I'm trying to do something isn't going to work. Thank you. Okay. Is that likely to be a home visit or someone who calls me or um Yes, which is better, do you think?
44:00
Speaker 2
All right, give me two to three minutes to create that email, okay? Okay. So, yeah, I'll just go ahead and send you that I'm email. So that specialist can be tell and help set up the MR7350, okay? Okay. OK. So, You have to try Maybe you call someone. Yeah, how about you call someone from?
44:00
Speaker 1
That might work. Yes. Yeah. Oh, OK. Yes. Shall I try that first? I'll try, I'll speak to TalkTalk and see if they can help. Thank you. Or they may be able to do it remotely, but yes. OK. I think that would be helpful. I think the fact is that I'm having to put it through a splitter. I should could do with a better router with more ports really. Might help. But thank you. Are you going to send an email anyway with some advice? Thank you. I'm sorry that it's just, we haven't got there, but you've been very helpful. Thank you for letting you try..
45:00
Speaker 2
Talk, and maybe they can deploy a technician directly to your house. Cuz might be yeah, yeah. Might be there is also some settings on your uh, Airo router that needs to be um, unlocked so that the MR7250 can absolutely work as well. Uh huh. Yeah. Okay. Uh huh. Yes. Yeah. Uh huh. Thank you too as well. Thank you very much Elizabeth. Uh huh. [silence]
45:00
Speaker 1
Thank you. Okay. Thanks so much. Bye. Bye.
46:00
Speaker 2
Thank you. Love it for now. Mm-hmm.
46:00