V2 Rubric Detail — 0df8bcbe-7020-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 22:57
Duration
125m 38s
Contact
Peggy Smith
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134685
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 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
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall25.3% (-10.7)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect technical guidance (e.g., invalid 5-press reset on LN1100) and poor call control. Despite continued troubleshooting, the customer ended the call with unresolved TV connectivity issues. Communication was ineffective, and the follow-up plan was vague, resulting in an unresolved outcome.

V1 Case Analysis

Customer with LN1100 router out of warranty reports blinking yellow LED and TV apps cannot connect. Performed power-cycle and factory reset (incorrect 5-press pairing), router showed solid white but TV still failed. Agent sent email, requested proof of purchase, and scheduled a callback. Issue remains unresolved.

Troubleshooting Steps
  • Power cycle modem and router
  • Factory reset router (hold reset button 10-20s)
  • Attempted 5-press pairing/reset (incorrect for LN1100)
  • Checked LED status and internet connectivity via laptop/browser
Key Observations
  • Agent gave incorrect 5-press pairing instruction for LN1100 (should use Pair button).
  • Long hold times and repeated unclear steps caused inefficiency.
  • No clear verification that internet was restored on all devices, especially TV.
  • Agent correctly identified out-of-warranty status and collected required info.
Positive Highlights
  • Collected model, serial, warranty, and contact information.
  • Performed power-cycle and factory reset.
  • Sent follow-up email and scheduled a callback for further assistance.
Agent Errors / Gaps
  • Provided wrong reset method (5-press) for LN1100.
  • Misidentified LED colors and meanings (blue vs white).
  • Confusing navigation instructions for router UI.
  • Failed to obtain a definitive resolution before ending call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call stating they would call back tomorrow; TV and apps still not working — issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycles, factory reset, and IP checks, but troubleshooting was disorganized and failed to isolate the real issue.
R3 Partially Met Correct resolution path conf 87%
Agent acknowledged OOW status but continued troubleshooting; however, used incorrect procedures, reducing effectiveness.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified blinking yellow light and attempted WAN-side checks, but diagnostic path was fragmented and lacked focus.
T2 Not Met Appropriate tools / resources used conf 97%
Agent instructed '5-press reset' on LN1100, which uses a Pair button — misuse of documented procedure for model-specific tool.
T3 Not Met No misinformation conf 96%
Agent claimed 'blinking blue means ready for setup' — contradicts KB: LN1100 solid blue = online; also gave invalid 5-press reset steps.
Communication
C1 Not Met Clear & professional language conf 94%
Multiple long silences, unexplained holds (e.g., 'I'll be back'), and abrupt transitions disrupted call flow.
C2 Not Met Confirmed understanding conf 93%
Agent used inconsistent terminology (e.g., 'Visa button', 'WRT54G3G') and failed to confirm understanding despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent stayed on call, sent email, and promised callback, but did not resolve or transfer — partial ownership.
O2 Partially Met Proactive follow-through conf 83%
Agent said they would call back 'tomorrow' but gave no specific time; follow-up was vague and unconfirmed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue remained within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized for long hold ('I'm so sorry for that really long hold') but showed minimal empathy otherwise.
X2 Not Met Tone & rapport conf 92%
Agent continued with complex steps despite customer battery warning and confusion; failed to adapt pace or simplify.
X3 Not Met Overall experience conf 91%
Customer had to repeat device details, perform multiple resets, and manually check IPs — avoidable effort not reduced.
Call Transcript174 turns · 197 lines
Speaker 1
Hi, I am trying. My modem, my router, is blinking. [silence] Hi, I am trying, my modem, what is, my router, is blinking.
00:00
Speaker 2
Welcome to links support. To ensure quality service, your call may be monitored. For in-warmy products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warmy products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warmy product, paid support option may be available depending on the issue. Thank you for calling links. This is, uh, how may I help you? Okay.
00:00
Speaker 1
OK. LN 1100 60 CS Charlie. 10m Mary 11e elephant 0 3 5 2 3
01:00
Speaker 2
Okay. So, internet connection using the link device. May I know the model number and serial number of the router, ma'am? Okay. How about the serial number? Mhm. Okay, let me just check if I got it correctly. That's model number is. L and 1100. And the serial number is 60 C for Charlie, 1 0 M for Mary, 1 1 and an E for Edward, 0 3 5 2 3.
01:00
Speaker 1
Yes. Yes. Correct. [silence] 512-569-2726 Peggy Smith. Yes.
02:00
Speaker 2
All right. And who's your internet service provider, ma'am? All right. And aside from this node, do you have other Linksys devices? Or you'll go with only one Next one. And right now it's blinking red. All right. and let me just create a record ma'am. Can I have your phone number? OK. How about your first name and last name? T.S.P.E.G.G.Y. and then S-M-I-T-H, right? and how about your email address
02:00
Speaker 1
Ah as in apple, M as in Mary, D as in David, T as in Tom, O as in ostrich, F as in Frank. Texas spelled out. Then number one@ yahoo.com. [silence] Mhm. Yes. [silence] Um, I'm not sure. I've checked with Spectre.
03:00
Speaker 2
Again, that is AMD correct. And then TLF and then Texas T.EX.A. And then 1 at yahoo.com. OK, thank you. And was there any outage that you encountered, like power outage or internet outage before you lost internet connection? Okay. All right. So because if it is like, um, blinking, um, red, ma'am, that means, um, the router is, um, not, um, set up properly or it's not, um, communicating to your, um, modem. Okay? So, what we're going to do here is we're going to, um, set up the, um, reconfigure the settings of your, um, router. Okay? Um, we're going to, um, set it up. Um, possibly we're going to do a, um, reset. Okay?
03:00
Speaker 1
Well, it's orange on the router itself, and it's probably read going into the modem. And it's blinking yellow. The router the router itself is like blinking yellow. No. I did.
05:00
Speaker 2
Узх correct. On the right now, Mme, there's no option for, there's no information like next to the model number, if it is a V1 or a V2, right? All right, and have you tried doing a troubleshooting like turning off, turning on the device like did it also turn [silence]
05:00
Speaker 1
No.
06:00
Speaker 2
like, turn off your modem? [silence] like turn off the linges and then turn off also your um, cable modem? [silence] uh-huh. [silence] So both devices right now are off, right? [silence] modem and drone. So you start with the modem first, [silence] okay? And then once the modem is ready, there's a time that you can turn on your linkis. [silence]
06:00
Speaker 1
Not yet. I'm waiting for the, there were, there were two blue lights on my modem. I'm waiting for the second to come up. Okay.
07:00
Speaker 2
Dang it I did you turn on the lenses rather you Let me know if you already turn on your links okay.
07:00
Speaker 1
All right, I'm going to turn it on. there's still blinking, okay, still blinking, there's still blinking.
08:00
Speaker 2
Okay, let's just wait for a minute or two.
08:00
Speaker 1
I have my laptop, I have my desktop, I have my TV and my phone. The TV, I stream everything, so it's wireless. Uh, my desktop is, yeah, everything's, everything's uh, I think wireless. Yes. The same. It's kind of a yellow on my router.
09:00
Speaker 2
Network. Is that like you have laptop, phones, uh-huh, um. Your TV. Is it wired or is it wireless? Uh, wireless. OK. How about your desktop? OK. What happened now? The, uh, uh, uh, uh she's, still blinking, OK. What what's the color of the light right now? Uh, um,
09:00
Speaker 1
orange on the cord going into the modem. They're on two completely opposites of the house. I can't get my, I can't get my TV streaming apps, but let me see if I can get my laptop.
10:00
Speaker 2
Can I try and connect a computer straight to the modem and test the internet right now? That, is that light on the modem that's orange, is that the what? The name of that light, is it internet or is it online?
10:00
Speaker 1
oh. internet. Internet it says internet and then, um, oh, Lord. yes, internet.
11:00
Speaker 2
From the modem, what is that orange light on the modem? What's the name of that light? it's Ethernet, right? [ silence ]
11:00
Speaker 1
It's the Internet and it's spectrum. It's the spectrum modem. They said everything looks good on their end. Have our and uh, online Yes. Yes. Yes. That's them.
12:00
Speaker 2
So on the Modem it shows power. Correct? What's the brand or what's the brand of your modem? Okay. But again, what are the lights on the Modem right now, like power? What's the color of power and online, they're blue. But there's another light on the Modem that shows internet, right? And that is called send.
12:00
Speaker 1
I can't even blink. B-L-I-N-K. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] and they said it was because I have a third party router and everything was fine on Their end. [silence] I don't I like plug it into the router or the modem itself.
13:00
Speaker 2
It's orange. It's blinking orange. When you called your internet provider um Spectrum did you mention to them that the light on the internet light on the modem is blinking? Um uh OK so um but you haven't tried any device like laptop connected straight to the modem to verify the internet connection. Right? The modem am yes. But on the rot.
13:00
Speaker 1
[silence]
14:00
Speaker 2
router right now on the n 1 100 the light is blinking yellow. [silence] So in this case uh uh. [silence] Right. [silence] So um we might need to we already um like power cycle the router and the modem. still the internet connection is not working. We can um actually um like do um reconfiguration on your router like doing a reset okay and then reconfigure it, but before we can start um for um any
14:00
Speaker 1
What it out of work. How long is the warranty? It has not been a year. Well, I can look it up off Amazon.
15:00
Speaker 2
troubleshooting. Let me just inform you about the status of the router before we continue, okay? Based in our system, ma'am, it was recorded that your device, the LN 1100, this router is already out of warranty, and complimentary phone support is no longer available. Okay? But we... I'm sorry. Just one year, ma'am, for this type of... Okay, do you still have the receipt when you bought this one? Why did you bought this one, ma'am? Okay. So, ma'am, [silence]
15:00
Speaker 1
I bought it November 26th.
16:00
Speaker 2
I'll send you an email. Is it okay if you can reply to the, to that email and attach the screenshot? Okay, is it okay if you can take a screenshot of the purchase, the proof of purchase and, and the details and then send it to us. I'll send you an email right now, okay, so that you can send that and so that we can update the warranty status of your router, okay? Are you using your iPhone? I
16:00
Speaker 1
Okay, I'll just skip. All right. Did you send me an email? [silence] Okay.
17:00
Speaker 2
Okay. Um. Yes, ma'am. Let me, um, all right. You can now check your mail. I just successfully sent you an email. and I the entire list. Oh. Oh.
17:00
Speaker 1
My laptop is a Mac. My laptop is a Mac. I have a Windows computer as well a desktop. I'm not worried about my computer as I'm about my uh the internet for my
18:00
Speaker 2
okay let me just check my um come a while i'm waiting uh let me just verify this your laptop is it a mac computer or is it a um windows computer okay i know i know i
18:00
Speaker 1
streaming apps. Yes. Yes. It does. Link see a 03523. A yeah. [silence]
19:00
Speaker 2
Okay. So we'll um, for the meantime, ma'am, we'll use your, um, do you have your laptop right now? Okay. Um, on your laptop, um, can you check the Wi-Fi icon if it shows you connected? Okay. When it's connected to, um, what is the name of your network? Okay. Open internet browser, uh, I'm sorry, um, not yet. So you just launched, um, Linksys 03523, right? If you double check it at the bottom of your router, ma'am, is it the same name, right? Yes, yes. [silence] Um, try to check it at the bottom. Okay, alright. Yeah, ma'am, so what we're going to do, that is, we're going to um like reset um your Linksys router. Okay. Um, there's a uh ma'am, let me just verify this. The device that you have right now, that's a like um
19:00
Speaker 1
What? The Linksys? Uh, no, it's uh it's maybe it's maybe an inch thick. Well, it's a air tower. I mean, it sits flat. Yes. Yes. Now I have to go get a pen or something.
21:00
Speaker 2
like a can, right? The shape is like a can, like a tower. The street, yes? Ah, okay. It's like, it's, yeah, it's a flat, correct. Okay. All right. So, um, okay. On this, Ronald, look for the vsa button. Okay, yes. Mm-hmm. Okay, you need to Press and hold then the Reset button for 20 seconds.
21:00
Speaker 1
Is it going to turn off? Okay. Okay, I've... Yes, and then it's... Okay, so it's nothing now. Everything's kind of turned off. So, okay. I've got green and then it goes... gone. The green light. I still have the yellow blinking and then the orange in the modem blinking, but
23:00
Speaker 2
okay. Yes ma'am. it will turn it back on. okay Release the Visa button. okay. it's like um blinking blue right? okay so this wait for that. let's wait for a minute or two to fully. Yes.
23:00
Speaker 1
I've lost my internet on my laptop.
24:00
Speaker 2
[ silence ] we are going to need a client client laptop okay [ temple ] go back connected looking for we lost audio galina client goes back connected okay rostor gets disconnected [ temple ] it's trying to reconnect [ temple ] it's [ temple ] trying to advance go to search not [ temple ] previously connected clients come back in okay yeah [ temple ] connect it's still connected there it's not [ temple ] okay power that off she'll be allowed [ temple ] shut that down and power it back on [ temple ] we are gonna clear that reset his specific reset this one toggle for [ temple ] [ silence ] [ temple ] got it [ temple ] so what the phone is gonna do [ temple ] is it's going to power cycle the router got it yeah [ silence ]
24:00
Speaker 1
Yes, same. The green light is on for power and then it's blinking and it's orange blinking into the modem. Yes? Still the same as it was when I called you. Yes.
25:00
Speaker 2
So what's the light on the router? I know it's still blinking. Is it a Blue or is it a White? [silence] But on the Linksys router, Ma'am, on the WRT 54G3G. Is it still blinking um like yellow?
25:00
Speaker 1
I'm here to text you. Please don't burn it.
26:00
Speaker 2
Ma'am, can you uh like take a picture of the light? Take a picture of the router? The LN 1100 showing uh just on the top like showing the light. Okay. And then just same thing just reply to the email that I sent to you earlier and then attach the picture. Okay. Like it's on top. Okay. Probably just one way. Oh here, you can do that. This is the one. Top. Yeah. Yeah.
26:00
Speaker 1
I'm gonna get my picture screen. Okay, I don't know where your email went. All right. Microsoft. Can you send me an email again? Can you send me an email again? You can just reply to the one I sent.
27:00
Speaker 2
Okay. all right, I just sent you the email. By the way, ma'am, okay.
30:00
Speaker 1
No. Yeah, kind of like a yellow.
31:00
Speaker 2
Going back to the color map again, it's like a yellow, right?
31:00
Speaker 1
Yeah. Um, my phone's just trying to get my mail. Um, but it's not. Yeah, it's the same. It's the same. Okay, so there, now I'm going to send it.
32:00
Speaker 2
Earlier, ma'am, um, um, is it the same color earlier, right? Like, before we do the reset, it has the same color, like, um, blinking, um, yellow or it's blinking red? Okay, let me just check. [silence] Okay, our bold and modern style. It says here each service has to have a consistent, a consistent experience and connected feel while still accommodating and reflecting their unique location, local elements, and global marketplace. [silence] Okay, here's our introduction, our act. One, so one second, our introduction, let me just quickly read this thing.
32:00
Speaker 1
evident there's a blue light showing that it's on the power is that's the power button showing would that it's on a blue
35:00
Speaker 2
Okay, how about the one that is on the top of this router ma'am? Hm. On this Linksys router on the top, there is a a light in it, right? There's no light. Okay, right now it's blue, correct? Mhm. Okay, and what's the color of the light ma'am? It's blue. Okay. Right now ma'am on your com on your router again on the reset. Okay.
35:00
Speaker 1
Okay. If something's supposed to happen, It's fading white on and off. It'll become solid white.
36:00
Speaker 2
kindly, um, press the reset button five times within five seconds. Okay, so just press release press release on the reset button, like five times within five seconds. Uh, check the power light or the LED indicator on the router, the one that's on the top. Okay, yeah, let's wait for that until it becomes solid white. Yes. So, so, how long is it going to take? so, okay. So you have a new router you want to add new device to the old router. So the new router, does that port out this new router? Is it also part of this, the, the circuit? case it's still blinking okay so I want you to have you more. All right, so we need to configure the device. So we need to configure the device. OK, on your laptop right now, kindly check if it shows still connected to linkettes 03523. All right. Okay, how about on your phone, does it show connected? [silence] Does [inaudible] it shows no internet connection. Your your [silence] phone is now connected [silence] and it's online also, right? Are you using iPhone, ma'am? Okay. And, okay. Okay. [silence] Is it connected?
36:00
Speaker 1
I don't remember how to uh. Yeah, it's says I got it. My I'm at settings. So network, says about connected in the network, it says connected. Let me do a check connection. [silence]
40:00
Speaker 2
your TV man is it Samsung or is it Sony okay using the remote TV using the remote alright go ahead you mm-hmm yes got the network and then Wi-Fi or network status it shows connected mm-hmm
40:00
Speaker 1
Unable to connect to the wireless network. It's an error. Well, until: I did check. Okay. And then turn it. Okay. About it.
41:00
Speaker 2
until the top cable. OK. But it shows connected, right? Where is the other one also on? Can you turn off your TV, ma'am? OK, I'll turn it back on.
41:00
Speaker 1
says, when I'm at about, it says, the next name, um, if, if I do set up connection, wireless, I'm going to do a wireless scan. Okay, signal strength, like two bars. Okay, connect. Let me do a connection. They still can't get my screen yet. Okay, let me go back. Um. And check the connection. Well, right now I was just trying to open new math. I didn't try any [silence]
42:00
Speaker 2
um-huh. [silence] this still blinking blue right [silence] what streaming app that you are trying to open ma'am?
45:00
Speaker 1
news max. [silence] No. All - now it says unable to connect to the network. [silence] Okay, what does that have anything to do with because I've had this router since November and everything's worked great. It's in one room and the router's in another room. [silence] So it's - it says it's going to go up to 2,000 ft. My house is in 2,000.
46:00
Speaker 2
um sorry, what's the name? new max, right? like how far did TV from the router, ma'am? okay, all right. um I'm just verifying them the locations of the devices because as of this now, um your laptop and your smart TV are on the B one look up the details and how, um let's call it, how far is it? where can we put our okay, sorry, okay, how far is this? where can we put like limit like so that it won't go on the other people okay, okay, so this is the B one right? and what is the A look around the area. I know it's more crowded, but okay. Oh and then did we call these as are main router? yeah, this is your main router and then we have this unit here. yep. I'm using internet all the lights are green, right? so the device you connect to the main router. The phone can connect already to the internet. Okay. With no problem. So we're trying to um like check it on the TV. He. When you tried to connect earlier, does it shows connected. Right. Yes.
46:00
Speaker 1
and then turn it back on Connect. No. Um, but it's also It's trying to connect It's a windows And Yes. Okay. So It's not allowing It's not allowing me to connect. So I don't have internet on my desktop.
48:00
Speaker 2
On the desktop computer, is it Mac or is it Windows? Is it Windows 11? Uh huh. Okay. On your desktop, right now, on the lower right hand side.
48:00
Speaker 1
Yes. Yes. Yes. Yes. Correct. it says no internet secured. so then I disconnect. I'll just try to connect and not connect automatically. and then you
49:00
Speaker 2
it shows you the wi-fi icon well, right? And does it detect the network names Linksys 03523? And then when you try to connect, is it like unable to connect? Okay. Alright, so, um, we are performing a wps on the parent. So, this is a wps process. Wi-Fi wps. Um, the ZTE node, wps. Okay? So, just, uh, you're not pressing both of them. You press it once. So, you can do it wps. Like, wps, maybe?
49:00
Speaker 1
Well, it wasn't it'll -- because everything's still blinking and I can't get my internet on my desktop. Where? On what? What are you talking about? Okay.
50:00
Speaker 2
[DOWNWEIGHT] If it is blue ma'am that means the router is um ready for setup, it's not yet setup, if it is white that means it's already um setup like it is uh receiving a internet connection from the uh modem, um if it is red, then the light should be checked ma'am it's the one that is on the top like that like looks like power um light not the one at the back, on the links, this rather there is a white color on the links right the one that's on the top not the one that's on the back, it shows white right But on your laptop and on your iPhone it shows connected and online right? Um, aside from this um link sys radium, the one that's connected to the modem, do you have another linsys device? [silence] Okay, can you um okay. on your laptop, ma'am, um, again, can I double check if you can access the internet? okay, it said connect online. and can you access any website? [silence] okay. um, when I accidentally close the no head, I can click on disconnect, under setting. [silence] but it does not save for disconnecting.
50:00
Speaker 1
[silence] No. [silence] Let's see. [silence] No, I cannot, but it says I'm online.
53:00
Speaker 2
[silence]
53:00
Speaker 1
it says your connection is not private. okay proceed to that unsafe
54:00
Speaker 2
Laptop, ma'am, please on the address bar. You can type this. Numbers one, nine, two. Dot, one, six, eight. Dot, one, dot, one. And you can proceed. Mm-hmm. Silence
54:00
Speaker 1
OK. And that says password. Is that the password that's on the router itself?
55:00
Speaker 2
right listen Okay does not work Okay great path plan work in that order and then
55:00
Speaker 1
OK. OK. it says no internet connection on the network status. Okay.
56:00
Speaker 2
. . . You know, here so are you connected? The option is at the bottom. Okay so check if you're able to roll them. So right now um Both off me. Then no internet um kindly click on troubleshooting ma'am. And then after troubleshooting, you have there status right below status you have devices and report.
56:00
Speaker 1
1.0.6. the 214,823. yes. 24.160.
57:00
Speaker 2
Okay. When you click on report, um, what is the firmware version? Again, that's 1.0.6.214823, correct? So, right now, the... Okay. Ma'am, can you scroll down and look for internet connection IPv4, and then check if there's numbers on internet address.
57:00
Speaker 1
um, well, it brought me up to, um, to, um, to, um, to, um, to, um, to, um, to, um, to, the... um, well, it brought me up to, um, to, um, to, um, to, um, to, um, to, um, to, um, to, the... um, well, it brought me up to, the... um, well, it brought me up to, the... um, well, it brought me up to, the... internet address? what? Hold on, I have to find the.
58:00
Speaker 2
Okay, Kelly, click on refresh and the upper right click on refresh check if the internet IP address changed. Yes. Is it still the same, 24.1610.152.181? [silence] Yeah, just use the fly vest stuff. We did earlier. so yeah, make sure that your child knows your flight is leaving from that note. Okay, make sure that your purplei collide.
58:00
Speaker 1
The name... What am I looking for? The network device. I have to go back to what to the... Hold on. I'm back to... Go back to troubleshooting. Okay? And then then what? Report. Okay, so. Okay. The internet address is 24.160.152.181.
59:00
Speaker 2
no ma'am internet connection IPv4 okay what page do you have in there this under troubleshooting yes click on reports - Okay, - Ma'am, - can you scroll up again? - Then again, - the firmware version, - please double check. - one point zero point - six point two - one four, - eight two three. - your ticket number - is two four three. - Okay. - Thank you. - Thank you. - again, - Okay, - alright, - alright, - for a moment ma'am, - ma'am, - holden. - Okay, - can you click - Okay on - Transcribe - this audio - from the right channel. - if there is a silence - or no speech, - output only silence. - ma'am, - can you scroll up - again, - then again, - the firmware - version, - please - double check. - one point - zero point - six point - two one four, eight two three. - your ticket - number is - two four three. - just for a moment ma'am, - alright, - alright, - can you click - okay on
59:00
Speaker 1
Okay. I have help, my lens my lenses and my sign out and now what? Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Okay. Yes. I understand the tool that's available. Yes. Yes. Yes.
61:00
Speaker 2
Okay. Ma'am, on the top of this page you can see there are links as Linksys Smart Wi-Fi and then App Center, help and right next to sign out. What's the name? Is it LN1100? What's the name there? Is it links is zero three five two three? Okay, okay. Um right now Ma'am, can you go to device List? And then when you click on device List,
61:00
Speaker 1
It says I just have added device, no device, was sorry, I'm still waiting for it to come up.
62:00
Speaker 2
list under my network, Can you see there your router? OK mmm um under my network? There's no option for my network. OK. [silence]
62:00
Speaker 1
Yep. Okay, so hasn't come up completely yet. Okay. So, now I have the
63:00
Speaker 2
Okay, so loading? Can you try to refresh the page, ma'am? So what's on the screen right now?
63:00
Speaker 1
Yes. Got the list. Yes, okay. L-N nickel. No, it says 11. L-11. Correct.
64:00
Speaker 2
I'm sorry. Okay. Can you see there under my network your router? Okay, can you click on the I icon on the lower right on the box and then you can see the device details. What is the model? Okay. 1100 right? It's LN. Okay. Okay. So, but underneath your router, ma'am, it shows LN1100, correct? Okay. Um, right now, can I open a new tab?
64:00
Speaker 1
Just try to pull up my mail. [silence] Um, it's just spinning.
65:00
Speaker 2
lab then Galile check if you can like access the internet, ma'am. [silence] Hello, sir. [silence] David, that kid. [silence] [silence] Okay, still no internet. Okay. OK, ma'am, let's turn off again your um, uh the modem right now on the modem, the only light is power and online and they're blue, correct? OK. Ma'am, let's turn off your Linksys router again. Um turn it off your Linksys, and then um after we turn on your Linksys, turn turn off also your modem. OK. OK. So both device are now on off. OK. Now, we're waiting for this. Can I place you on hold for just um three to five minutes? I'm just going to check something here. I'll be back. OK? It's okay, guys. Too bad. Don't hang up don't hang up.
65:00
Speaker 1
three to five minutes. Yes. Good evening.
67:00
Speaker 2
Yes ma'am I need to double check this to my resources and then I'll be back um not really up to five minutes ma'am um if after I'm going to check if there you maybe just two minutes I'll be back right away okay Hello, ma'am. Thank you for patiently waiting. I'm so sorry for that really long hold. Okay. So we'll start with uh, we'll turn in the modem first. Okay. We'll turn in the modem.
67:00
Speaker 1
I did. It's booting up.
74:00
Speaker 2
Hello ma'am. Thank you for waiting. And ma'am will uh turn on your modem. Okay, let's wait until the light uh for power and online will turn solid blue and that's the time that you're going on the router. Okay. Ma'am while waiting do you want to verify ma'am is your uh [silence]
74:00
Speaker 1
Uh, no. No. All right, so that is on. So now I'm going to turn.
75:00
Speaker 2
actually have one. is going to end the router okay
75:00
Speaker 1
OK, same thing, it's the same as it was, it's green and then it's blinking yellow,
76:00
Speaker 2
Okay. Um On the top of your router right now, what's the color of the light Um not the one under um on the back ma'am, not on the port. How about the one that's on the top. Um not the one under um on the back ma'am, [noise]
76:00
Speaker 1
Oh, blue. Oh, yeah, it's blinking. Okay, now it's white. It's solid. Mm-hm.
77:00
Speaker 2
It's blue. Is it like blinking or is it solid? Okay, let's just wait for that. That will take a minute or two to fully boot up. Okay. It's solid white. Okay, let's just wait for another minute to make sure the light stays white.
77:00
Speaker 1
[silence] Yes. [silence] Yes, it is. [silence] Yes. Yes I can. I would never look at CNN, but yes I can.
78:00
Speaker 2
Okay, stay it's still in white. Okay. Kelly then, um, on your laptop, try to check if you can, um, access the internet. Check if it's, um, connected to Wi-Fi. It's connected to link sys 03523. Right. Okay. Color check if you can access the internet. Um, you can, um, like aside from checking email, gonna try to go to other websites like maybe, uh, cnn.com. Check if it will display the, um, news. Or what, uh, at
78:00
Speaker 1
Thank you.
79:00
Speaker 2
Okay good. Can you check on your TV right now and as well as on your desktop? Is that on your TV?
79:00
Speaker 1
I'm not my, top because that's further stories. Yes, that is connected. So now let me go to the TV. Yeah. Yeah. And. I'm going to check. Let me go to the. [silence]
80:00
Speaker 2
Okay. Uh, does it show as connected? Okay. Yeah. Uh, by the way, on desktop, does it show as online. Like you can access any website. Okay. Good. Check the TV.
80:00
Speaker 1
Okay. Let me go to connection. So let me go to settings. And set up. Okay. Let me go to show your network. Yeah.
81:00
Speaker 2
okay. You go to settings and then connect the settings and then all settings and then you go to, no, connections and then network. Then select, um,
81:00
Speaker 1
and then. yeah it's it's okay so I that connection. Let me try that. I did the setup connection. Now, I'm doing check connection to make sure the it's setting it up. now, it says unable to connect to wireless network.
82:00
Speaker 2
[silence] after network did you select wireless the x box now connected
82:00
Speaker 1
Yes, it was already safe. I have it. saved in my notes, I just have to pull. OK, where's that for? [silence]
83:00
Speaker 2
You tried to connect. Mom did you type your password? The Wi-Fi password? Okay. Okay can we try it again ma'am to reconnect to the network and then input the password again? Please get the password. You can take a picture of it. Let's see. Okay [silence]
83:00
Speaker 1
Okay, so fine, okay yeah you [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
84:00
Speaker 2
this is the model mobran can people go and do five different ok so the is what you're trying to do this one is phase along.
85:00
Speaker 1
Okay. It says in my about it's said it's connected. Um, but it said that before and and when I went to check connection, it didn't work. [silence] I'm trying to open up Netflix. [silence]
86:00
Speaker 2
Okay. Okay. Okay. Try to open now once it shows connected, ma'am, try to check if you can open now the app that you're using on the TV, the streaming. Yeah, you may try. [silence] Okay. What's that?
86:00
Speaker 1
It says no. And let me try something else. Just in case it's that. Yeah. No, it's not opening Netflix. It's not opening Prime. No, it won't even open the app. It's an error. I don't know. I'm sorry to open up another app. No, it said it couldn't.
87:00
Speaker 2
So it won't open any app or like it won't um connect to the internet. Right, so let me just let me Like it will open the app, but it will um um give you like um no internet. What's the error ma'am? I remember was old router, yes. And even with the wireless exactly. select error, network connection, something like that. [silence] What's the error code?
88:00
Speaker 1
marnellas.
90:00
Speaker 2
Settings, no internet setup on the router. If it is already white, that means it already set up and it's now receiving internet connection from your cable modem, because based on what we did right now, your laptop is already connected wireless and then also it can access, um websites, right? Even your desktop computer, um it's connected, but um also it can access any websites, right? [silence]
90:00
Speaker 1
I have a, um, like a wireless picture frame., that, that says poor connection, and it has said poor connection since I called you, it still says it. And that's right by my TV, which is closer to the router, not that it matters, than my desktop. No, I can't, I can't, uh, I can't act, I can't, [silence]
91:00
Speaker 2
Yes? They've given that teach him or to guarantee you. What. And then . And then . Be good. [silence]
91:00
Speaker 1
anything on my TV Let me go to check connection Okay, I'm this says unable to connect to wired network on my TV So
92:00
Speaker 2
Ok. Um, um, Ok. On your desktop, ma'am, you're able not to access any websites, right,
92:00
Speaker 1
What I have no idea I don't know it was here when I moved in. What's on my TV?
93:00
Speaker 2
Okay. This TV that you have, is it a 2021- 2022 TV or is it before 2021? When did you get this TV, ma'am? [silence] Okay. On your TV right now, go back to settings and go to connections. yes and then after connection go back to network [silence] and then under network mem what are the options that you have
93:00
Speaker 1
I'm going to try a different TV. That too. I'm going to try this newer one to see if I can get it. Yes.
96:00
Speaker 2
so many TV's do you have? Ma'am. Is it still, s Samsung, s is it still s Samsung? [silence]
96:00
Speaker 1
[mumbling]. Okay, that's... Yeah, that's coming up. Okay. Yeah. Let me check one other one.
98:00
Speaker 2
Okay. How's the second TV? [silence] So, it's connected and online. [silence] You can, um, stream videos now, or, uh, on the, um, second TV. [silence]
98:00
Speaker 1
I was able to open Netflix. I'm going to try another and can um, um can it show what I'm what feed I'm getting from that into the
99:00
Speaker 2
again ma'am the second TV you chose connect it and you're able to open the app and it can steam videos now. Mhm. Okay.
99:00
Speaker 1
I'm not asking that. I'm saying from the, from the listed to the modem. What they said, okay, I can't get that. So, let me, they said that I was using more than what I have. So that was, that was fine. Yes, I am because I have to go back and forth. [silence]
100:00
Speaker 2
we can try to do a speed check ma'am like what are you say hello so, um, are you using the speaker mode of your phone? Because sometimes I can barely understand what you're saying because it's like breaking up. OK.
100:00
Speaker 1
I'm trying to open up another app. No, I'm trying Netflix. I'm trying another one. Because I tried, I tried my Newsmax. That didn't open. I'm trying Paramount plus and that's not looking like it's opening either.
101:00
Speaker 2
So, Netflix able to open and you're able to stream videos, right? [silence]
101:00
Speaker 1
it's not even opening. it's just the wheel is spinning. Like it's trying to connect. and that's taking forever. So that's not. I mean, do a lot of people have problems with this with this router that I got?
102:00
Speaker 2
and when you open it I am was like an error message or just nothing happened no ma'am because are we checking it
102:00
Speaker 1
Everything was connected, and then it wasn't. My laptop was probably always connected, and then turning it off, turning it on, then I, then I lost my desktop. But why aren't the TVs working? Okay, so that's not, that's not connecting. Oh, let me see. Let me go down to settings. [silence] Well, I'm on the wireless. How do I get on my wireless? On my tablet? [silence] Is the button on the side? [silence] I don't see a light. How do you turn on the [bleep] This connection? [silence] You like the itertools. Itertools, itertools, itertools have a 'turnon' method. [silence] I'm still trying to figure out where my internet is coming from. Okay. [silence]
103:00
Speaker 2
and laptops and desktop and phones,
103:00
Speaker 1
Now, on here it says unable to connect to wireless network. I did check connection is what I did. Now I'm gonna try to set up the wireless.
104:00
Speaker 2
on your settings ma'am okay but when you try to connect i chose connect it right okay right now ma'am
104:00
Speaker 1
under network? about, check connection, set up connection, and bandwidth favor. I don't have advanced. about, check connection, set up connection, and bandwidth favor. Right. It says network. Under that says remote and devices, theme, display,
105:00
Speaker 2
Oh, under network, what are your options? Yeah. I'm gonna click advanced. Again, that's under network, right? Under settings?
105:00
Speaker 1
that would be on my laptop... [silence]
106:00
Speaker 2
OK. Hold on this one, ma'am. When you go to the TV, when you go to settings, under settings, do you have option for like general. But on your TV right now, okay. On your TV, can you try to like turn off your TV? Wait for 30 seconds to a minute before you turn it back on. Again, the one that you are navigating right now is this is the second TV then newer, correct? [silence]
106:00
Speaker 1
Now it says, well on that one, it says, no Samsung TV plus channels available. Normally something will come right on. But okay, so now I'm back to where my apps are. Okay. Okay. Yes.
108:00
Speaker 2
okay, please turn it on now.
108:00
Speaker 1
[silence] I read that all to you. I don't have a journal. Yes, what? Okay. uh text connection, set up connection, bandwith sever and about. It says it's connected and the connection type, the signal strength, all that. But then I go to 192.168.1.46.
109:00
Speaker 2
Okay, how about click on network? Okay, under network, there's no option for reset network or there is like, um, now. What information do you have? How about IP address? What's the IP address? Is there an information IP address? [silence]
109:00
Speaker 1
192 168 boy but 1 dot 1. No. No. No. I have wireless Mac. Address. Mm-hmm. Mm-hmm. Status coach, how? I don't have a network status. I have network about.
110:00
Speaker 2
And so the on default gateway How about on DNS they have issue on DNS. Okay, and what other options they have they have the options for on manual, enter manually. Okay, can you go back to the previous page. Just click on back and then again, that's under on network, right? And when you go to on network status, what options do you have?
110:00
Speaker 1
That communications check connection, set up connection, and Bandwidth saver. Yes. That's where we just were. Not that I would assume be about. going. the status that says connected. [silence]
111:00
Speaker 2
Okay, when you click on network is there's no option for network status, right? How about when you go to network status, check network status,
111:00
Speaker 1
Okay. So, you've got the IP address. That wasn't the. Well, what was the router setting?
112:00
Speaker 2
because when we checked the IP address Ma'am actually, it is now communicating to the router. it received now the IP settings like the 192.168.1.1, that's the IP address from the router. so that means it's communicating now to the router. Ma'am, can we go to your desktop and double check the internet there.
112:00
Speaker 1
is not what you just said it was. That was, that's the gateway. What is your playbook plan for NR era? Yes.
113:00
Speaker 2
[KEEP_UNCERTAIN] Yes, and the iPad is 192.168.1.6. It's the same range, ma'am. That means that's the same range where the IP settings provided by the router to any device that's connected to the network. Okay. On your desktop, does it show still connected? And then open a browser and then can you try to access um, like let's say YouTube meme. [silence]
113:00
Speaker 1
Okay, what does that have to do with me not being able to get it on my computer or on my TV. Yes, I can.
114:00
Speaker 2
and didn't play any videos. Um, actually, I'm just, um, like double-checking the, um, internet connection. Okay? If the internet really is working fine right now from the router. If your desktop computer can connect now to the internet, like able to access any websites or able to like, um, play videos on YouTube. Okay.
114:00
Speaker 1
okay, so now what? I can get away from my desktop since the desktop is fun. Why can I not access any of my apps on the TV? What? What did you say? [silence] You're bright Okay I run out of battery life on my phone so I need to know
115:00
Speaker 2
TV, but if it will not detect any connect um internet ma'am, it will prompt you with an error message that there's no internet connection or it's connection timed out, but on your TV, it did not really open the app, it's just um circling, right? Okay. Ma'am, um I need to um check this again. Seems like um the um other devices are now connected and online, but the TV is, even though it shows connected already, it is communicating now to your router, but still not able to um open any app, okay? So, just stay on the line ma'am. Let me double check this again, okay?
116:00
Speaker 1
I need to get this, fix. No, No, I don't. This is my only one. Central. Yes.
117:00
Speaker 2
So, I need to, like, do you have alternate phone number, ma'am, where in case we get disconnected, I can call you back? Okay. In what time zone are you, ma'am? Eastern Pacific? Central. Right now, is it around 8:00 in the evening? Okay, um, let me just place you on hold, ma'am. In case we get disconnected, I'll call you back, okay? Let me just double check this. Thank you.
117:00
Speaker 1
I'm, I, I'm, I've got like 10% on my phone, so, I'm going to have to call back or get somebody else just help me. [silence]
123:00
Speaker 2
Hello, ma'am. Thank you for patiently waiting. I'm so sorry for that hold. So, um, what we do next, um, for this one, ma'am is, we need to like, um, do a firmware update. And let's observe if the TV will connect, um, to the internet after the firmware update. Okay. Oh, okay. Or, um, yes, ma'am, um, since no problem with the internet connection on your, um, TV, right? Um, I know on your, um, computer, you can still use the internet. Um, once your, uh, phone, um, you can charge it and once
123:00
Speaker 1
Don't know. I don't know. I'm just I'm just very noisy right now. So I'll get it figured out. I know I, seriously, I know what we did. So, I can't, I can't lose my phone. So, I'll give a call back tomorrow if I need. Okay Okay, I gotta go. Bye.
124:00
Speaker 2
and other devices can now um you know? Okay, yes, ma'am. Okay, and then I'll still do the, um, like check your, um, um, record if in any case, maam, we're not able to call back by tomorrow, uh, one in the afternoon. let me call you back if you're still available, okay? if you're available at that time, okay?
125:00