V2 Rubric Detail — 0e57634a-68d2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:51
Duration
53m 24s
Contact
Verne Davis
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
—
Support Country
United States
Product Family
VELOP | MX SERIES
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to escalate a clearly unresolved hardware/network issue with multiple failure points, instead deflecting responsibility to the ISP without validating the claim or exhausting support options, constituting evasion of technical ownership.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to resolve the issue, avoided escalation despite clear triggers (zero WAN IP, failed MAC clone), provided technically inaccurate guidance, and showed no empathy or effective communication. The root cause was never diagnosed, and the customer was left with an unresolved outage after extensive effort.

V1 Case Analysis

Customer reports no internet after Spark Light upgrade; MX6002 shows WAN IP 0.0.0.0. Performed factory reset, admin password reset, attempted MAC clone. No Ethernet cable available to test modem directly. Advised customer to request ISP technician visit. Issue unresolved.

Troubleshooting Steps
  • Factory reset of MX6002 (15-second reset button hold)
  • Admin password reset using recovery key on router label
  • Checked WAN status – IP address shown as 0.0.0.0 (DHCP)
  • Attempted MAC-address cloning configuration via web interface
Key Observations
  • Agent correctly identified root cause: router not receiving valid IP from modem (WAN issue)
  • Failed to confirm Ethernet cable availability early, leading to repeated dead-end steps
  • No warranty status or support eligibility discussed, a significant protocol miss
  • Instructions often fragmented and unclear, causing customer confusion
Positive Highlights
  • Correctly performed factory reset and password recovery using recovery key
  • Accurately diagnosed issue as WAN-side problem by identifying 0.0.0.0 IP address
  • Correctly explained router dependence on modem for valid IP and green modem lights not guaranteeing functional WAN
  • Offered concrete next step: request ISP technician visit
Agent Errors / Gaps
  • Did not confirm availability of an Ethernet cable at start, leading to wasted effort on MAC cloning without verification
  • Failed to collect or verify warranty status, a required protocol step when discussing support eligibility and escalation paths
  • Provided overly verbose and fragmented instructions (e.g., spelling out 'IPCONFIG' repeatedly) without confirming customer understanding
  • Did not summarize progress or set clear next-step timeline before ending call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent ends the call suggesting the customer get an onsite ISP technician and never restores internet connectivity.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performs a factory reset, attempts admin password reset, checks DHCP settings and MAC clone, but skips key diagnostics like WAN IP verification and ping tests.
R3 Partially Met Correct resolution path conf 90%
Agent offers two options — obtain a wired computer for deeper testing or call the ISP technician — which is reasonable, but does not fully resolve or escalate despite clear hardware-level troubleshooting need.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identifies no internet and solid blue light, asks for command prompt output, but diagnostic flow is fragmented and lacks logical progression to root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never checks the WAN IP address (which was all zeros), fails to run ping or traceroute, and relies solely on verbal navigation without using basic diagnostic tools available in the UI.
T3 Not Met No misinformation conf 96%
Agent incorrectly claims MAC cloning can be done wirelessly and that enabling it will fix the issue, contradicting documented procedures requiring wired access; also misdirects on UI navigation (e.g., 'CA router setup').
Communication
C1 Not Met Clear & professional language conf 94%
Call has long unexplained silences, no clear opening framing, and abrupt transitions; agent fails to set expectations or maintain control during customer confusion.
C2 Not Met Confirmed understanding conf 93%
Agent uses technical jargon (e.g., 'default gateway', 'MAC address clone') without simplification and fails to confirm understanding when customer expresses confusion multiple times.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent remains on the call and does not transfer, showing ownership, but fails to achieve resolution or escalate appropriately despite repeated failures.
O2 Not Met Proactive follow-through conf 95%
Agent provides only a vague suggestion to contact an ISP technician with no timeline, follow-up plan, or callback commitment.
O3 Not Applicable Closure confirmation conf 99%
No prior Linksys case history is referenced; this appears to be the first contact with Linksys support.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
The issue remains unresolved with clear escalation triggers (no WAN IP, failed MAC clone, solid blue but no internet), yet agent does not escalate to Tier 2 or engineering support.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, and none was documented.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledges the customer’s frustration after three hours of troubleshooting or validates their repeated effort; no empathy statements are made.
X2 Not Met Tone & rapport conf 95%
Agent maintains a rigid, technical tone throughout, fails to adapt to customer’s confusion, and continues giving complex instructions despite repeated 'I don’t understand' signals.
X3 Not Met Overall experience conf 94%
Customer is forced to repeat information, manually type IP addresses, navigate confusing menus, and perform resets without agent-side assistance, creating high effort.
Call Transcript97 turns · 100 lines
Speaker 1
[silence] Yes, I really need some help. I've been on the phone for three hours with both my provider and you guys. And I, my provider is telling
00:00
Speaker 2
Welcome to Linksys. Support To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is G. How can I help you today? [silence]
00:00
Speaker 1
them me i have internet and a good system, but i can't get my, my, my Linksys to work. 478-718-5830 mr vernon davis sagte ja. [silence] Because I, , because i was trying the phone with a provider, and he told me to call a provider. And i've been on the phone with the , i was on a
01:00
Speaker 2
I see I see got it. I have your phone number so I'll try to pull up your record here. 583-0. this is under Mr. Davis burn Davis. okay got it sir. yeah I was able to pull up your record sir. and the previous technician did try to call you back many times but you were not reachable oh. yep got it. sure. okay. so you have
01:00
Speaker 1
I'm sorry, say that again? I'm having trouble understanding you. Yes.
02:00
Speaker 2
I see. Yeah sure apologizes for that sure. Anyways sir you have an MX6002 right? Your yeah sir your internet sorry your router sir is MX 6002. That's the okay. And okay so yes I was able to check here. So did the technician from your internet provider sir confirm that the modem is working? Okay. And for this troubleshoot things your might know if you have a computer that we can use. Mentioned here that you cannot you don't have a computer that we can connect via Ethernet. How about a computer sir that can be connected via WiFi?
02:00
Speaker 1
I have, uh, computers, computer and, and phones and TVs, everything is connected to Wi-Fi and I have no Wi-Fi. What is my computer? Asus? Yeah. Yeah. Yes. And, and let me tell you this, everything was working before I called Spark light to upgrade my system. When I upgraded the system, everything, everything went down. Now, I called Spark light back and they said everything is up on their end. So, when I called Linksys, the, the, he told me to call the, call the Spark light back. [silence]
03:00
Speaker 2
Okay. Okay, sure. Uh, what is your computer share? Yes. Okay. Windows computer. So this is connected via Wi Fi, right? Okay. So, uh, your internet provider share is spark light. Okay. So they uh. So I'll say sorry.
03:00
Speaker 1
I called them back. They said everything's working. All the waiters. All the lights are green on my modem. All the lights on my modem are green. The lights on my- red solid. No, they did not change my modem. They upgraded my system from 600 megabytes to 1 gigabyte. That's it. They didn't change anything. What do you mean? Tap the computer.
04:00
Speaker 2
Okay, sir. Just to confirm. Yes, sir. Just to confirm, sir. Oh, green. I see. Okay. How about your lane, sister? What's the lights. Okay. Okay. So, they changed your modem. Just to confirm. Okay. Okay. I see. So, okay. So, let's use your computer. Let's try to confirm. Sure. What's the reason why are you not getting internet connection. [silence]
04:00
Speaker 1
The computer is is is working fine but it has no internet. Yes. Man, I I I just told you there is no Wi-Fi on my computer. I'm showing a whole lot of different different Wi-Fi networks but not mine. We'll do what?
05:00
Speaker 2
Yes, sir. We will try to gain access to the settings of your Linksys router to determine why your Linksys router is not granting internet access even though your modem is working as per your Spark Light providers. Okay. So, on your computer, sir, you mentioned that this is already connected via Wi-Fi, right? Can you do the command prompt? Okay, if that's the case, sir, then we will do a total reset of your Linksys. Reset, sir. We will reconfigure your Linksys. [silence]
05:00
Speaker 1
Okay, reset. What what the Linksys. Okay. I've done that a dozen times but I'll do it some more. What do you want me to do? Yes. Yes. I'm holding it.
06:00
Speaker 2
yes sir okay Silence uh, uh, based on what it shows here sir, what you did is just a reboot, not a total reset Anyway sir, let's do this Silence underneath your main linksys router, sir, the one connected to your modem Sparklight modem, there is a reset button. Can you please press and hold it for 15 seconds? [ silence ]
06:00
Speaker 1
Is that 15 seconds? Okay, it's released. It's blinking blue. Okay.
07:00
Speaker 2
Yes. OK, let go now, sure. Yes, and tell me what's the light on the top of the router. OK, let's give it a time to boot up, sir.
07:00
Speaker 1
Still blinking blue. Okay, I will. Okay, it's solid blue now.
08:00
Speaker 2
[silence]
08:00
Speaker 1
Okay. For what? Okay. No, not yet, but hang on. Vell, up setup. Yeah. Okay, I got it. It says it can't. Oh, wait a minute. It says.
09:00
Speaker 2
Okay, on the Wi-Fi. Kindly look for a Velop setup [silence] [noise] Wi-Fi network [noise] at the bottom of your main Lynxys router.
09:00
Speaker 1
says it can't connect to this network. [silence] Let's turn it back on. [silence] Development setup 19f [silence] Okay, it says enter password. [silence]
10:00
Speaker 2
Okay. Can you turn off the Wi- Fi of your computer first for five seconds and then turn it back on? [silence] Yes. [silence] Okay. Then let's try to connect sir. Bellup set up. [silence] 19F sir. Yes. Yes. Okay. [silence] So use the password sir on the bottom of the links.
10:00
Speaker 1
Oh, go on. ... Verifying and connecting. It says no internet secured. How to what? Command prompt, okay. From me From me, From it. Okay.
11:00
Speaker 2
okay that's okay sure that's okay as long as we are connected so do you know how to open command prompt sir how to use command prompt Command Prompt sure okay yes find the open command prompt uh-huh
12:00
Speaker 1
can command prompt on from the internet or from from my computer all right go ahead I I can't understand you I see what okay India Papa what SIFG config okay
13:00
Speaker 2
From your computer, share. Okay. And type IPCONFIG on the black screen. IP config. [silence] No, sir. I. India. Papa. Config. C-O-N-F-I-G. [silence] Config. IP config. A lower case. Uh, no, sir. Let me spell it for you. I for in.
13:00
Speaker 1
Uh-huh. Got it. The default what? I don't see anything that says that. I don't have a Mac.
14:00
Speaker 2
Yes, sir. I for India. P for Paul. C for Charlie. O for Oscar. N for Nancy. F for Freddy. I, indigo. G for George. Yes. Okay, and press enter. And kindly look for the for the default gateway, sir. Default gateway. Okay, look for IP 4 address. Subnet mask. And oh sir. IP address. IP 4 address.
14:00
Speaker 1
OK, huh? I'm lost. I have no idea where you're at. I typed in... I typed in what you told me to type in, and it came up with a Google thing. Yeah. Yes. CMD, OK. Enter? OK, command prompt.
15:00
Speaker 2
Okay. Mhm. Okay, so you're not on the black screen, sure for the command prompt, how about this? On the bottom of your computer screen, you have there a four box or the start menu, uh start button and you have beside that the search tab. Okay, on the search tab, uh sir, please type C M D, Charlie mother Delta. Yes, okay. Then it will show you command prompt. Mhm.
15:00
Speaker 1
System, okay. okay. ready to go. So it it comes up with USP slash LYDI and then so okay okay. config. IP IP config. and enter. I'll key. okay. Okay got it. default gateway yes. 11 92 point 1 2.66.69.
16:00
Speaker 2
yes yes yes that's it here and then type the ip config all over keyword yes sir proceed with the IP proceed with the IP config sir yes IP config yes yes, please. Okay. Look for default gateway. Sure. What's the number sure
16:00
Speaker 1
Open the phone what or computer what. Browse browse okay okay okay. Okay Your connection is not private. Advanced okay okay checking for internet.
17:00
Speaker 2
okay, good. go ahead and open your Google browser your Chrome browser. no sir, ok, ok and type them numbers on the address bar, 19, 2.168.10.1. OK, scroll down there. There's a Continue button. I'm, sorry, advanced button. Yeah, and then proceed to unsaved. OK.
17:00
Speaker 1
I still got a solid blue on the top of the thing. Okay. Says no internet connection. Restart your modem, enter ISP settings, log on to, log in to router. Okay, now... Yeah.
18:00
Speaker 2
... Because we did not do any configuration yet sir, we are still trying to get to the settings. What does it say on your screen, sir? Login to router, sir. Okay, it will ask for your router, yes, router password, right? Okay, by default sir, that will be admin, a lower case. [silence]
18:00
Speaker 1
Admin. Okay. It says incorrect password. Okay. Okay. Yes. One, two, three, four, five. Okay. I've got it. Zero, five, three, four, eight.
19:00
Speaker 2
just A. D. M. I. N. Okay. Can you please press on reset password? Okay. Reset password. It will then ask for a recovery key, so that key is located underneath your main Lynksis device. Yes. No, sir, it's not 1 2 3 4 5, sir. If you check underneath the router, sir, the one connected to your spark light modem, you have there a recovery key. It's a five-digit number.
19:00
Speaker 1
Submit. Okay? Choose a password that is secure and easy to remember. M. Okay. Oh, your password must have at least 10 digits.
20:00
Speaker 2
Yes. Okay, sir, let's create a new password. Sir, this password is for you to log in on this page.
20:00
Speaker 1
okay, it's back up, okay, I got a whole bunch of stuff, your admin password is successfully reset, network status, yes, this device has got a checkmark, the router has a apostrophe and the internet is, there's nothing there, [silence]
22:00
Speaker 2
Please let me know if you're... Okay. Okay, that's good. Uh, can you look for network statistics? That's the first box in the middle part of this screen. This device. Yes. [silence] No internet.
22:00
Speaker 1
Got it. Okay, under troubleshooting, it says troubleshooting router, settings, status, diagnostics or logs. Okay, on status I've got refresh. Report. Okay, report. Okay, got it. Yes.
23:00
Speaker 2
okay. can you go to can you please go to troubleshooting, sir? troubleshooting that's on the lower left part of the screen. okay. and under troubleshooting, you have three options. kindly go stay on the first option, sir, and look for report. [silence] yes. stay in status, sir. and then report. [silence] okay, so, uh, under report, sir, first information that you will see is firmware. can you provide me the version?
23:00
Speaker 1
0.14.216.738. Okay. Ports. Yeah, it says 1 gigabyte per second. Yes. The X is under 1 gigabyte per second. Okay. Got it. Okay, I'm there.
24:00
Speaker 2
7 3 8. Okay. Can you scroll down, sir, all the way to the bottom?
24:00
Speaker 1
Internet address V4 colon zero zero point zero zero point zero. IP v okay okay to what sorry I didn't understand that. Okay under Smart Wi-Fi tools I got device list saved
25:00
Speaker 2
uhm, okay, zero, that zero, uh, okay, sir, tap on the, uh, okay, yes, sir, tap on the, okay, button, sir, on the bottom of the troubleshooting tab, okay, and then kindly go through connectivity, connectivity, sir, yes, sir, connectivity, sir, uh, still on the left side, the gear icon,
25:00
Speaker 1
I can't understand you. can you spell it? This this is the connectivity. Okay. Got it. Okay. Okay. Okay.
26:00
Speaker 2
Connectivity sir. Okay first option sir under router settings. The gear icon. Yes. Okay and go to internet setting. Okay under internet setting sir, can you please check what is the connection type? Thank you. Bye-bye. [silence]
26:00
Speaker 1
The connection type is automatic configuration, DHCP. [silence] That's what? [silence] It is. [silence] That's correct.
27:00
Speaker 2
okay. okay. um, BHTP, this is actually the right setting, sir. okay, sir, um, mentioned, yes, sir, the right setting for your uh, device to work. anyways, sir, mentioned here that, yes, sir, mentioned here, sir, from the previous technician that you don't have a computer that we can connect via ethernet, right? okay, here's the thing, sir. uh, your device is actually working fine. your lins router is working fine. it's just that it's not getting any valid IP adress from the main source which is your modem.
27:00
Speaker 1
Okay. Yes Okay What do I need to do to fix this? I mean there was nothing wrong with it before I upgraded it.
28:00
Speaker 2
Okay, so that means that this two devices there are not there's no communications between these two devices. If you can see sir, firmware is updated. The port it detects the ethernet connection. The internet settings sir is set to DHCP which is the right settings. But the internet address is all zero. Yes, yes, sir. I think sir the upgrade really uh caused this problem. Anyways sir, uh we do have two options for this. Uh first option sir is we if you can secure a computer that we can connect via ethernet so that we can do, if we can confirm sir that the modem is working.
28:00
Speaker 1
OK. OK, hang on. Hang on, and I might be able Oh. I might be able to hang on just a minute. No, that's not gonna work. OK. Hang on just a minute. [silence]
29:00
Speaker 2
we can do Mac cloning, but we need a computer that we can connect via ethernet. Second option, sir, if that's not possible, if the first option is not possible, the second option is for you to get a technician from your internet provider.
29:00
Speaker 1
I have a big screen and the screen might have a a way I can plug into it. I have a very large screen. [silence] It's not the same plug? Yeah. Have different kind of plugs. All right. What? You said there was two options? Ah. Hang on. I'm, I'm looking for a plug. I might have one.
30:00
Speaker 2
Yes, yes, sir. First option, sir, is for you to have a computer that we can connect via Ethernet, for us to confirm and get the MAC address of your modem. Second option is for you to get or to ask a technician, sir, from your internet provider to check on your modem, basically. [silence]
31:00
Speaker 1
Hang on just a minute. I might have one. Uh, it needs to go from my computer to the to the Linksys or the computer to the router. Are you there? Computer to the to the modem. Okay. [silence] I don't have a cable that's gonna do that. My computer.
32:00
Speaker 2
(stammering) computer to the modem? sure, uh, yes. so you have to disconnect the uh, the Ethernet at the back of your, uh, router, uh, router and connect your computer, sir straight to the modem, uh, same, cable, sir, same port. uh, you mean your extra cable, sir?
34:00
Speaker 1
I I don't have a cable that's going to do that. Those are both internet cables and I don't have an internet cable connection on my computer. Okay. Okay, hang on. Hang on. Hang on just a minute. My televisions are not connected to the to the Motor. And they're not going to be. So how do I get my link sys back up?
35:00
Speaker 2
You can use the cable share same cable that uh you connect to your uh from your modem to your Linksys. I see. I see. So if that's the case here, then I believe we can go ahead with the second option. Yes. Yes, sure. Cause they already you already called them sure as they confirmed on their end that they're working.
35:00
Speaker 1
Even if I get a- even if I get a cable that goes from my computer to my- to my- to my modem, that's still not gonna fix the Internet. It's still not gonna fix the Wi-Fi. Ma'am, the modem is working. They sent a signal to it and it's- They sent a signal to it and it came back as- as good. All the lights on the modem are green. There's nothing wrong with the modem.
36:00
Speaker 2
see your latest troubleshooting it will sure it will sir as long as we confirm sir that your modem is working okay I just asked her how did spark light confirm that the modem is working they just tell you sir that it is working okay yes yes sir yes sir but it doesn't mean sir that it is working because here's a thing sure that signal that they sent directly from their end sir it's only the
36:00
Speaker 1
This is this is crazy. Everything was working before. Why is it not working now? The link this is the only thing that's not working. It doesn't make any sense.
37:00
Speaker 2
Sir, that's why you have to connect. first, your. your. your. your. Sir, your links is rather dependent on your modem. If your modem is offline, your linking router will not get any valid IP address. If your modem sir is online the internet IP or internet address is on your link sir it will not be zero. There should be numbers in it not zero.
37:00
Speaker 1
Okay, it says, it says Mac address clone. It doesn't doesn't. But I don't have a Mac.
38:00
Speaker 2
[silence] Yes. Yes, sir, but- So that's Mac address. Yes, sir, that's why- that's the other reason, sir, why we need a computer that we can connect directly to your modem. For us to get the Mac address of your modem, we will copy that and type it manually to your Lensis. That's the other way. Anyways, sir, we can try. We can try to do it wirelessly, but it's not a guarantee. We'll just we'll just try. Um, is your um, router sure connected still connected to your modem? Okay. So before we do the Mac address clone, sir, can you please press okay on the connectivity tab?
38:00
Speaker 1
OK. It says end user license agreement, privacy statement, third-party license, which one do you want? CA. OK. Got it. All right. OK. OK.
39:00
Speaker 2
O. okay. and scroll down all the way to the bottom of the page. Kindly look for the flag Sir. that is in line with the end user license agreement, privacy statement, third party licenses. flag. C. A. C. A. Sir. C. A. Charlie Alpha. Yes. Okay. And then go back to connectivity Sir. Oh, okay. Still under internet settings. Uh, finally go back to internet settings.
39:00
Speaker 1
Check that box, okay? All right. It says, oh, it just says MAC address clone. And then I got enabled. And I can type numbers in there. No. Okay. On the top, it says local network.
40:00
Speaker 2
Okay. Can you please check, sir, the enable box, uh, under Mac address clone? Yes. Can you check, sir, if you have an option below to clone my PC's Mac? Uh-huh. Okay, I don't see a button to clone my PC. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay, let's skip that one for now, sir. Uh, kindly go to CA router setup. In line with the basic internet settings, local network, advanced routing. On the top. Yes. Local network, advanced routing, administration, CA router setup. [silence]
40:00
Speaker 1
Okay, wait a minute. I, I, I checked that box. It says MAC address clone. Do I want to uncheck that? Okay. It says save changes. Do I save changes? No. Okay. Okay, got it. Okay. Okay. Now I got SSID and password. I'm sorry.
41:00
Speaker 2
Go to see a router set up. please. No need, sir. Just uh leave it sir. Just go to see a router set up. No need sir. Just uh click on no. Okay. So please create your WiFi network sir. Please create your WiFi name and password sir. This is your personalized WiFi name and password. If you want to use the old WiFi name, you can use it.
41:00
Speaker 1
Okay. Okay, so say apply. Uh, set up note, okay. Apply changes, your router is applying changes. Okay. Waiting. [silence] router not found.
42:00
Speaker 2
No, sir. There's a set up right, and the button is below the password. Okay. Let me now check if you have broadband online or not. Is there an error message? Okay. Okay. Go to the settings of your computer. Go to Wi-Fi.
42:00
Speaker 1
okay it's not there. [silence] turning it back on. okay now now now it has it shows us yes. it says connect automatically. [silence]
43:00
Speaker 2
Okay, look for the yes you're under Wi-Fi network. Uh go to available network. Sure. Look for the name that you just created it's not showing up. Okay, turn off the Wi-Fi. Sure, for five seconds, then turn it back on. Okay, yes, and look for the name. Okay. Yes, that's connected at name. Sure. Let me know if you're connected. [silence]
43:00
Speaker 1
Connect and your password. [silence] Next. Verifying and connecting. [silence] No internet. Secured. Go back to what?
44:00
Speaker 2
OK but we are connected. Let's go back to the links as Paige, piece.
44:00
Speaker 1
Okay. Do you want me to close this or? Okay, I'm lost. Okay, internet settings. I mean, now I'm on connectivity and it keeps saying router not found. It says retry. That's the only thing I've got. Options. How do I refresh the page?
45:00
Speaker 2
No, sir. Go back to the internet settings, sir, please. Are you still under connecting? Yes. Yes, sir. Internet settings. Yes. Go back. Okay. Refresh the page, please.
45:00
Speaker 1
OK, OK, it's gone now. OK. It keeps popping up saying router not found. How do I refresh the page? Close the page. OK. OK, hang on. I'm at network and internet on Settings. Where do you want me to go?
46:00
Speaker 2
Can you totally close the page instead sir.
46:00
Speaker 1
Okay, browser, got it. What were they again? Okay. Okay, access router, router password,
47:00
Speaker 2
Okay uh type this numbers on the address bar uh 192.168.1.1 -> Okay, so that's uh the password of your uh your uh uh before uh we um get to this page, this page.
47:00
Speaker 1
I appreciate your help it should okay I'm back to that page okay okay view and change router settings. lower right
48:00
Speaker 2
You're welcome, sir. Are we now back on the page? Okay, um, scroll down sir. Tap again the C a letter on the bottom of the screen. Okay, C a. C a, once you're back on the page, kindly Go back to Connectivity cert. Okay, uh lower right, kindly check sir the uh Mac address Clone.
48:00
Speaker 1
No, wait, wait a minute, wait a minute. Uh I have connectivity basic. Do I need to go to where? Oca router setup? I'm sorry. Internet settings. Okay. Okay. MAC address clone. You enable it. It says Mac address clone, and then there's a checkmark. I can put the checkmark there. You want me to put the checkmark there? It says it says clone my PC's mac. Got it. Okay. Now I got a number. 10.
49:00
Speaker 2
yes, mac address, sir, now, now you have another button below, clone my TV's next, my, Internet settings, oh no, sir, Internet settings, yes, can you check, sir, if you have a button to clone my PC's mac, yes, sir, yes, that's it, sir, can you please press clone my PC's mac, okay, so, yes, can you provide me the number, sir, [silence] yes, sir, [silence]
49:00
Speaker 1
So I get free acts to. [silence] apply okay. [silence] applying changes okay. [silence] Okay. Now what? Yes. Yeah.
50:00
Speaker 2
85. okay. can you please stop on A Liege Ster? okay. are we back on the page Sir? okay, [ silence ]
50:00
Speaker 1
okay okay first block says this device is check mark, router, it has an exclamation point, and internet is just a globe, but it does show under Wi-Fi setting, under Wi-Fi settings, I've got 2.4 gigahertz, 5 gigahertz, and 6 gigahertz.
51:00
Speaker 2
Can you please tap okay on internet? am sure and connectivity. ok button sir. Okay can you check what is under network status sir? first box. uh-huh. Okay. yes because we are using a Tri-Band router, sir. That's actually okay. Anyways, sir, network status is still not okay because you're still not getting internet connection after we do the Mac clone. Usually, sir, Mac cloning we have to do it wired, but since you don't have a wired computer
51:00
Speaker 1
okay so so so what so you tell me that the my provider my provider is still screw up all right okay
52:00
Speaker 2
[silence] Then we tried Wi-Fi. Anyways, this is the trouble shooting that we need to do for us to get internet connection, but um we still are not getting internet connection. [silence] Yes. Sir. Yes, sir. The best [silence] Sir, I will really suggest for you to get an onsite technician, sir. [silence] Yes, they will go to the area and they will just they will check, sir, the modem physically, the the modem, the box, sir. Not just on their end, because they can send a signal, sir, but it's not a guarantee that it will go directly to your modem. You still have another device before your modem, sir. That's what is attached to your wall. [silence] Yes, sir. You can give us a call [silence] [silence] [silence] [silence] so we can give you an update [silence] and assist you further in how to resolve the internet connection issue, sir.
52:00
Speaker 1
Okay, thank you. Thank you. Bye bye.
53:00