V2 Rubric Detail — 0f6b5d2c-65da-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 21:11
Duration
91m 35s
Contact
William Weinberg
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00133168
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall74.2% (+46.2)

V2 Grader Summary

The agent correctly escalated after meaningful troubleshooting, demonstrating ownership and appropriate technical judgment. However, the diagnostic process missed key isolation steps, and the repeated use of error-prone manual URL entry significantly increased customer effort. The escalation was valid and well-communicated, resulting in an 'Appropriate Escalation' outcome.

V1 Case Analysis

Customer (William) reports no internet on MX6200/MX4200 Velop mesh. Routers show solid white LEDs but admin access fails. Agent provided incorrect URLs (myrouter.info), wrong default password ('admin'), and invalid reset procedures. Escalated to Level 2 without resolving WAN or admin access issues.

Troubleshooting Steps
  • Collected model numbers (MX6200, MX4200) and serial number (58W10M2BD07707).
  • Attempted to access router UI via incorrect URLs (myrouter.info, 192.168.1.10, sysinfo.cgi).
  • Guided customer to reset router using incorrect 5-press procedure and magenta LED reference.
  • Attempted to retrieve WAN IP via app (75.129.226.46) and perform ping test (failed).
  • Attempted to pair MX4200 as child node using incorrect reset procedure.
Key Observations
  • Agent provided incorrect admin URL (myrouter.info) for MX series routers (00:40:00–00:41:00, 00:53:00).
  • Agent instructed use of 'admin' as default password, which is incorrect for MX/Velop devices (00:41:00).
  • Agent misdescribed reset procedure, referencing 5-press pairing and magenta LED, which do not apply to MX4200 (00:86:00–00:87:00).
  • No verification of WAN connection, modem status, or ISP configuration (PPPoE/VLAN) was performed.
  • Agent provided conflicting callback numbers (8987 vs 890687) and no clear escalation timeline.
  • Customer accessed correct admin URL (myrouter.local) briefly at 00:72:00 but agent did not leverage it consistently.
  • Agent failed to use the Wi-Fi password printed on the device as the admin password despite customer locating it (00:42:00).
Positive Highlights
  • Collected both router model numbers (MX6200 and MX4200) and serial number (58W10M2BD07707) early in the call (00:03:00).
  • Attempted to guide customer to retrieve diagnostic data via Linksys app (00:17:00–00:20:00).
  • Successfully retrieved WAN IP address (75.129.226.46) via app (00:66:00–00:67:00).
  • Escalated to Level 2 support when troubleshooting stalled, setting expectation for callback (00:78:00).
Agent Errors / Gaps
  • Provided incorrect admin URL (myrouter.info) for MX series routers (00:40:00–00:41:00, 00:53:00).
  • Instructed use of 'admin' as default password, which is incorrect for MX/Velop devices (00:41:00).
  • Misdescribed reset procedure, referencing 5-press pairing and magenta LED, which do not apply to MX4200 (00:86:00–00:87:00).
  • Failed to verify WAN link, modem status, or ISP configuration (PPPoE/VLAN).
  • Directed customer to incorrect URL path (sysinfo.cgi) not standard for MX series web UI access.
  • Did not confirm or use the Wi-Fi password printed on the device as the admin password.
  • Provided conflicting callback numbers (8987 vs 890687) during escalation.
  • Failed to leverage correct admin URL (myrouter.local) consistently despite customer accessing it briefly.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent escalated to Level 2 after extensive troubleshooting, with clear expectation setting: 'I'll be escalating this call to our level 2 technicians... they will gonna call you back.'
R2 Partially Met Diagnostic thoroughness conf 87%
Agent performed multiple steps (reboots, LED checks, app login, ping tests), but skipped critical isolation step of testing modem directly; troubleshooting was reactive rather than systematic.
R3 Met Correct resolution path conf 93%
Agent pursued best-effort troubleshooting for out-of-warranty devices (MX80, MX6200, MX4200), attempted configuration recovery, and escalated appropriately instead of dismissing.
Technical Accuracy
T1 Partially Met Technically accurate info conf 84%
Agent identified 'no internet' and checked WAN IP (75.129.226.46), but failed to ask if the issue was wired/wireless, test directly at modem, or verify DHCP assignment — key gaps in root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 82%
Used Linksys app and web UI, but repeatedly asked customer to manually type complex URLs (e.g., http://192.168.1.1/sisinfo.cgi) instead of using simpler, documented paths like http://myrouter.local, increasing error risk.
T3 Met No misinformation conf 95%
Correctly interpreted solid white LED on MX6200 as online (per led_intelligent_mesh_consumer), gave accurate 5-press reset instructions for MX4200, and used correct firmware diagnostics path.
Communication
C1 Partially Met Clear & professional language conf 79%
Set expectations for holds and escalation, but had multiple long silences (e.g., [silence] at 45:00, 54:00), lost flow during URL entry attempts, and failed to regain control efficiently.
C2 Partially Met Confirmed understanding conf 77%
Repeated instructions when customer struggled, but used inconsistent terminology (e.g., 'sysinfo.cgi' without explanation) and did not simplify steps despite clear user difficulty with manual URL entry.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, performed all troubleshooting, initiated escalation themselves, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Provided specific next steps: 'callback process will actually take for about two to three hours,' gave reference ID 133168, and confirmed callback number 6365918987.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation followed legitimate trigger — persistent connectivity issue across multiple routers and failed diagnostics — after reasonable L1 troubleshooting was completed.
E2 Met Escalation prep & handoff conf 94%
Escalated to correct team (Level 2), provided full symptom description, model numbers, WAN IP, and troubleshooting steps, and communicated expected callback time and number to customer.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Frequently said 'thank you for patiently waiting,' but did not explicitly acknowledge customer frustration or the burden of repeated, complex steps; empathy remained transactional.
X2 Partially Met Tone & rapport conf 78%
Maintained a calm tone, but continued with complex manual inputs despite customer confusion; did not pivot to simpler methods (e.g., QR code, voice-guided copy) to maintain engagement.
X3 Not Met Overall experience conf 91%
Customer was forced to repeatedly re-enter complex URLs across multiple devices (iPad, Mac), manually type IP addresses, and retry failed logins — avoidable steps that significantly increased effort.
Call Transcript140 turns · 156 lines
Speaker 1
We can't find any thanks. I'm having a problem with my router. Well, I'm having trouble with my Wi-Fi. So, the router is connected to a modem. Everything was fine. Now, the router
00:00
Speaker 2
Hi, thank you for calling Linksys technical support. My name is Lili, how can I help? [silence] You're welcome. Can I just verify your name and the city where you're located?
00:00
Speaker 1
I rebooted the router and I rebooted the modem. The router will turn to white, but I can't get an internet connection. I called the ISP, which is spectrum. Spectrum said they have a full connection to the modem from their side. So it doesn't look like it's a getting a connection to the modem. That's the problem because the ISP says they don't see any issues. Does that make sense? Okay, but here's what gets me more confusing is, I have an older link model, and when I swap them out, both of them don't work. The new one seems to won't work. And I tried both of my older ones, not sure which one is apparent. And neither one of those works. Does that make sense? no no it doesn't work so the older router when I plug it in either one of them so I don't know which one was the parent and which one was the child but I plug them in and they stay red the old one stays with a red dot no the old one and the new one are two different models ok so I mean has their new our new one number we're looking at the model number is MX80 Transcription complete.
01:00
Speaker 2
Does it work or no or not as well. Okay, so the old one and the new one sir that you have, do they share the same feature? Like the, I mean, like, do they have the same model? Okay. Can you give me the model number of the new routers sir that you have? [silence]
02:00
Speaker 1
200. You made it, MX 6200. [silence] Serial number? Serial number? Send it to me, so we can confirm that. Serial numbers, [silence] eight. [silence] W10M as in Mary. Two, B is in Boy. D is in David. Zero, [silence] seven. [silence] Seven. [silence] Zero. [silence] Seven. Correct. [silence] That's right. And you should find it [silence].
03:00
Speaker 2
Okay. Okay, thank you so much. and can you also give me the serial number of the new router? [silence] Okay, uh, let me just read it back if I got it correctly. 58W, 10, M, number two, and then B for bravo, D for delta, 07707. Okay. Uh, thank you so much for the book review. Uh, just give me one moment. [silence]
03:00
Speaker 1
and you should find a register. You're correct. Okay. Hey, let me just, my Sharon, can you come over here? I'm just going to get things organized here, so can you uh disconnect this? Because I got the old one connected. Just unplug it. And then unplug. And plug it back into the new one. [silence]
04:00
Speaker 2
Uh, yeah. Thank you so much, by the way, for registering your product, and I'm speaking with Mr. William Winberg. Okay. Thank you so much. And, uh, can you verify, Mr. William, so, when you plug in the new router, can you see the Wi-Fi name that you set up for this, if you changed it before? [silence] Yeah, just unplug it, and then, uh, plug back in the... [silence] Yeah, plug back in the new one. Uh, and then try to see, uh, Mr. William. [silence]. If the WiFi name of this new router was visible. Yeah.
04:00
Speaker 1
Oh, my wife here is not turned on. Okay. Wife is now uh, network shows William's wife I network with a check mark next to it. It's connected. Now it does now it's not showing that. The last time what it does is for a while it shows connected and then it sometimes shows no internet. And it's also still red. There's two of so the one I have connected right the one I have connected now is the parent and that's the one I gave you. The other one is not connected. The one thing I found weird with the other one I disconnected
06:00
Speaker 2
uh huh. Okay, but it shows no internet. Um, how about we do this one, sir, okay? Uh just to make sure that we put everything back to normal. Um, how many MX6220 do do you have, sir? Okay, there's two of them one. Okay.
06:00
Speaker 1
to it. Now it went white up here. Yes, it went white. okay. I m- mean it is white now. okay. So right now we have a solid white. oh. okay. I can this one on election and I'll let you know if it changes and you'll let me know when the timer's up.
07:00
Speaker 2
Um okay okay um how about we observe it first before we proceed for any troubleshooting can we give it like about let me put up a timer uh let's give it about like two minutes and tell me if yeah uh let's just observe it and then um let me know if after two minutes the LED light of your MX6200 changed okay okay okay I just actually run up the timer so let's just uh like you know observe it yeah
07:00
Speaker 1
[silence] [silence] And it doesn't change when he's timing it, to see if it'll change. You don't see anything, no internet. [silence] [silence] [silence] [silence] Still white.
08:00
Speaker 2
Okay. Okay. So, I'm so the time is actually already up.
08:00
Speaker 1
yeah and that's one of them yes [silence] All right. Go to 2.4. we're going to go on an iPad. Go to settings and connect to the 2.4. what do you want? are you on way? is 2.4 an option? nope. Okay. she's not seeing it even as an option on the iPad. [silence] All right. wait, wait, wait.
09:00
Speaker 2
and I did actually check it here as well. So this um your Wi-Fi name is it Wilkins RFID 2.4. Do you have this one? Okay. So as we're checking here, the status of this router, sir, is it actually says online? So can you test connect any other devices to this router and then try to like you know open something that consumes Wi-Fi? Oh yeah, but can you see the Wi-Fi name that you set up for your Linux router?
09:00
Speaker 1
now it came up so now so now she's trying to connect alright so now it's spinning Spark is trying to connect to Williams Wi-Fi 2.4 and now it's asking for a password I don't know what the password is on that one it's on that one where is it I have where it my chair password value shared it with you and as the apple have I I must have it saved here is just shared with you we're trying
10:00
Speaker 2
okay. Okay. [silence] do you remember customizing it before or? [silence]
10:00
Speaker 1
okay, so I'm trying to figure out how long I can keep this share. why would it come up now with passwords all of a sudden. Oh, that's why I was wondering if it was an update that kinda messed it up. I gotta just figure out where my passwords are. I'm going uh it it it came up as oh wait a minute. let me just see if I can find. I think I have um. the 2.4 is the one I I screwed it up. town so there's a 5.0 and a 6th.
11:00
Speaker 2
Oh, well, maybe there is an update that did happen earlier with the router, so that's why, that's actually one of the um factor... The router? Um-huh. Um-huh. But, yeah, you can actually try all of those networks. You know, just, this is just actually to check if the Wi-Fi or the internet of your Linksys router has been fully [silence].
11:00
Speaker 1
Right, but are they giving me the pass word then on. All of them on the other. I thought I put it down. Some in just give me a minute and I'll see if I can find, what I'm looking for? Open passwords. I was gonna save.
12:00
Speaker 2
Can I help you with to tide against that? Okay. Did you forget the password? Is your phone currently connected right now? Uh-huh. Okay. Yeah, it's OK, sir. Take your time. yeah, just take your time circus. Um, you just really want to make sure that everything is back to normal. So yeah, just uh, please take your time.
12:00
Speaker 1
setting it's checked. It doesn't say internet not connecting on that one. But then, when I go to the browser, The progress line just goes part way over and stops. I'm swiping it. to me, no, still came back and progress bar goes over just a little bit and stops.
14:00
Speaker 2
Can you try like searching something from the browser or before you do it, can you force close the browser, then reopen it again? I see but can we give it sometime? Well, maybe it's still trying to load up.
15:00
Speaker 1
[silence] uh I'm curious. [silence] Nope just sitting there. Nothing. Yeah, I want, yeah, yeah, I do have a Linksys arm. [silence] Okay, let's see that should be under utilities. [silence] Okay, opening the Linksys app. I have a page that says getting router settings.
16:00
Speaker 2
ok sir can you do you have a link I mean are you using a Lynxsy app uh can you open your Lynxsy app for me please [silence]
16:00
Speaker 1
Spinning comes comes up with thumbs up with two nodes, 24 devices, and one exclamation point on one router, which I assume is the anything is the other one that's offline. [silence]
17:00
Speaker 2
okay, um, do you remember? I'm sorry. okay. okay, um, yes, sir. That's actually the one that is offline. So, um, sir, can you go to the - give me one moment. Yes, I will be requesting you to send something to me. Please, I will be checking it. Um, one moment. Let me just double check it. Okay. Uh, sir, can you click on the three bars from the upper left corner of the screen?
17:00
Speaker 1
[silence] [silence] [silence] yeah, the iPad. [silence] Oh, okay. here we go. [silence] [silence] okay. devices, [silence] from [silence] [silence] I've, I just advance settings. okay. got it uh advanced settings. got it. I opened advanced settings. Got it. IP address is 192.168.1.10 and then the word to T-O and the rest of it. and then it goes 192. yeah.
18:00
Speaker 2
Okay. burner. and then click on advanced settings. Okay. Now, okay. So, there are options that will be provided after you click it. Now, look for local network settings. Okay. Click on local network settings and can you give me the I. P. address., Okay. Okay. the word telephone. [silence]
18:00
Speaker 1
okay. So back, I'm back on the main page and doing the drop down. ok now I'm back on the drop down. okay. I just found my glasses. I one second. I just go to diagnostics. Thanks, man. Okay. So you want me to open diagnostics, I assume. Okay. That open diagnostics. Yes, I do.
19:00
Speaker 2
Okay. And sir, can we go back a little bit please? Where you can see all of the options. Uh-huh. Okay. Um, can you click on network administration? Okay. Now look for diag, look for diagnostics. Okay. And can you see the the send network log?
19:00
Speaker 1
Okay, click. and then it says, I'll include a message, right, and then I should just be able to click send, right? Send, spinning. Sending your report. Spinning, spinning. Still spinning. [silence]
20:00
Speaker 2
Okay, can you click on send network logs, sir? So that I can check it here from my end. Yes, sir. Uh, let me check if it has been already here. But give me one second.
20:00
Speaker 1
It's still spinning on my side says sending your report and spinning.
21:00
Speaker 2
So, just wait for it. [silence] Just please wait for it, okay? [silence] Please don't close it. Okay. Thank you so much. So, I did check the firmware of your Linksys router, and I can confirm that it is really updated.
21:00
Speaker 1
[silence] You mean open a separate browser. I think I lost that one. I'm sorry. However, [silence] and you know, I lost that one but now I was on [silence] some stuff I did open. All right, go ahead.
22:00
Speaker 2
okay it's okay it's still spinning so um so can we open a browser again since you're using an iPad? yeah or just yeah just open a separate browser. Okay. uh just uh yeah just click it okay uh and then type this on the url bar. let's try 192 168 0 25. 4 ok now just log in
22:00
Speaker 1
Okay. 192.168.1.1, which is linked to a Linksys Smart Wi-Fi. It comes up with, this connection is not private. I have two options. I got show details or go back, so I probably would click on show detail. Let's see. The website may be impersonation, which is the usual go back to the previous, go back. So if I go back, the warning disappears. It's not valid. So now, the only option I seem to have here is to go back. There's no other option.
23:00
Speaker 2
dot 168, dot 1, dot 1. okay, and do you have the option that says continue or link to SmartWiFi? okay, um continue on more or details or advanced or continue. uh, see a cursor. click on show details. there's no, there's no other option like to continue.
23:00
Speaker 1
no oh wait to learn more you can view oh if you understand the risks involved you can visit this website so we'll go visit website and we did and we're sitting so I click visit this website and I click visit website and then 192 shows up in the upper and nothing happens you can't make it to that website sorry the progress bar is not even moving okay let me go back,
24:00
Speaker 2
Okay, click on visit this website. Yeah. Okay, thank you. Maybe it's still trying to load up because after you click on visit this website, another page should show up. Okay. Um how about with this one? Instead of 192, can you type in this in this information, please?
24:00
Speaker 1
and it doesn't want to go back. Oh, right. Okay. Oh, wait. Now, Apple. an Apple site just suddenly pops up in the middle. Like very intermittent, it's very intermittent. Sometimes they connect, all the sudden they connect to the website. So, what do you want me to type in now? I have a blank sort of, I have a blank URL. Okay, HTTP. Okay.
25:00
Speaker 2
um yeah just just type uh just tap the uh URL bar and then um remove the text or the numbers that we just input earlier. um sorry okay type HTTP colon yeah HTTP colon forward slash forward slash my router.
25:00
Speaker 1
Okay. Local L O C A L. Okay. All right waiting. Yeah that move now it says waiting and I have access router. I'm just going to ask you the hint. Okay so I know what it is. Yeah okay. I should know this. it means fine. O P I K A real with one one one three
26:00
Speaker 2
that yeah that local so that should be http colon forward slash forward slash my router dot local yeah L-O-C-A-L okay and then just hit enter from the keyboard yeah access router now do you remember customizing the router password
26:00
Speaker 1
page. It's a patient, right? sign in. Okay, not, you know, I'm not going to say that now. Okay. No, waiting, waiting. Okay. I have the screen now. Okay. I'm on troubleshooting. I clicked it. I'm in. I have status, logic, diagnostics and logs.
27:00
Speaker 2
uh huh take both okay perfect sir please go to um uh go to troubleshooting okay and then okay thank you so much now click on the report yes um that's under status
27:00
Speaker 1
Oh, I see what you mean. Okay, got it. Okay, I'm there. Yes.
28:00
Speaker 2
Uh below the word status there is a word highlighted that says report. So, Okay, just click on report and then scroll down at the very bottom. Okay, you can see the reports. Now under internet at the very last column, there should be one Gbps under that. Can you see an X mark? Okay. Thank you so much. Now, sir. Um, can uh, give me one moment. Google status.
28:00
Speaker 1
can you bring me that bottle of water. of a bottle of water. on the counter. Yeah. there, I got it. chair rattling, cold bands. Okay, guys. and my envelope. [silence]
29:00
Speaker 2
Okay. Okay. Sir, still under troubleshooting. Please go to diagnosis. That's the second tab. Okay, now click on share router info with this. Okay. Yes, sir. Just please continue on sending I mean, just continue the process from there. [silence]
29:00
Speaker 1
Okay, so I'm going to click send my and now I have it spinning dot waiting. Still spinning and waiting. While we're waiting, let me ask you a question. Would it possibly be like since the modem? Oh wait, okay, a failure occurred sending the email. It came back, a failure occurred, sending the email.
30:00
Speaker 2
Okay, thank you so much. Okay, uh, let's just wait for a second. Mhm. I'm sorry, what was that again? [silence] Um, is there like a [silence] apart from that, failure of core does it shows any numbers? okay, but let me just double check. thank you so much, sir. um, one moment.
30:00
Speaker 1
Okay, so you want me to go back? Okay. So shout out. I went back. I'm going to click share router. It says additional email optional.
32:00
Speaker 2
okay, can we try to reduce sending the or sharing the router info, sir? And let me know if it's asking for for an email. [silence] Yes, go back to diagnostics. Uh-huh. Uh-huh. okay. put in this email address: sir. It's router in.
32:00
Speaker 1
Router Links is L I, N K S, Y S. Router I N F O at L I N K S Y S dot com. Okay, now we're back to the waiting. What I was going to ask you, I guess, but it doesn't make sense. What we're having trouble here. Is it possible that the modem is not. So basically that the modem is getting the internet information and connecting to the router, but then when you when you try to pull up a page that it's on the modem side.
33:00
Speaker 2
Info at linksys. Yes, routerinfo@linksys.com. Yes. And then just press send.
33:00
Speaker 1
The modem is not sending the information to the to the Linux router. So, when the ISP looks at it, everything will look fine because the router is working fine. It just can't talk to the router. [silence] Yeah, modem's a failure to record sending the email again. [silence] Same thing again. [silence] Did I lose you? OK. OK. He's trying to get the report from this side to him but he keeps coming back with fatal error fatal error sending the email
34:00
Speaker 2
like give me one moment cause I'm actually trying to pull up something from my end. Thank you so much sir okay sir yeah thank you so much for patiently waiting on the line so the router sir is still us showing
36:00
Speaker 1
Uh, I will go check. Yes, router shows solid white. Do I have to go to this page or just start all over again? I'm gonna close this thing down. [silence] Actually, I closed it up but it was already came back. I was trying to get back to the exact same page and I'll just open another tab.
38:00
Speaker 2
Having solid white. Okay. It's still solid white. Now let's go back to the um iPad please. And um open a browser again. Start over start over again, sir. Okay.
38:00
Speaker 1
[DOWNWEIGHT] Okay, what do you want me, put it in there. Mm-hmm. Oh no. You have to change it. Where is the, you get the colon, you have to change it. Go to the numbers at the bottom. Okay. Now colon. Okay, HTTPS. And then forward slash. HTT forward slash and then what. Yes, I have HTTPS colon forward slash forward slash. Okay, I'm at 192. That 1 68.
39:00
Speaker 2
oh yeah just open another tab instead okay http:// and there should be like two forward slash 192.168.1.1 [silence]
39:00
Speaker 1
Let my wife do it because I'm holding the phone. She got... one six eight dot one dot one dot. one. Was that, can you put the dot? Or whatever. Where I have to go. Go ahead. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
40:00
Speaker 2
dot one dot one yeah slash I'm sorry Yeah, so that should be one nine two dot one six eight dot one dot one and then another forward slash this info SYS I N F O dot Yeah, after SYS info is dot C G I Charlie, Georgia India. [silence]
40:00
Speaker 1
Okay. Okay. Much login information. Yeah, your login information will be sent securely. Okay, put in my, admin, all lowercase, admin. Okay.
41:00
Speaker 2
Okay, so that should be HTTP colon//192.168.1.1/sis info.cgi. Okay, and then just hit enter, please. Uh-huh. Okay, so it's asking you to sign in, correct? Okay, um, you the username, please use the word admin. Yeah, all lowercase. Yes, a-d-M-I-N. And then the password, use the password that is in the box.
41:00
Speaker 1
[KEEP_UNCERTAIN] Oh. Oh yeah, you have, I see you have a picture of that on the bottom of the route. It says a password down there. Photos, where'd you go? Did they open Google? Here. Okay. It didn't download the holder, because, because the internet is a Wi-Fi of the camera. There it is. Okay. Okay. Okay. Eyes. Okay. Eyes. T. Eyes. What does it say? T. H. Marie F. I can see it though. 20. Okay. All right, and then sign in. Sign in. All right. Okay.
42:00
Speaker 2
Yes. Mm-hmm. Thank you. [silence] Yes, please. Uh huh.
42:00
Speaker 1
Not now? No, I'm not. Didn't go. went back. No, came back, it came back. Came back to the login screen. Yeah. Yeah, they're. Yeah. Do you have 50? So who's
43:00
Speaker 2
so there i'm sorry it didn't go okay just give me one moment on can i put the call on hold um mr. William for about three to five minutes just uh stay on the line and if the call happened to be disconnected your best call back number is the is the phone number that ends 8987 right okay thank you so much uh just be staying on the line for William.
43:00
Speaker 1
[silence] again again, it's there. we got to get to the page and I gotta open a problem, so. yes, I have another family here. Shana. Ahmad. okay, great, giving you my wife forum.
45:00
Speaker 2
Um, hello. Sir. William. Okay. By the way, thank you so much for patiently waiting. Um, can we uh open another tab because instead of using 192.168.1.1, can we just 192.168.1.10? So, it should be HTTP: colon: Okay. Can we open another tab, please?
45:00
Speaker 1
Okay, what do you want me to open that with? I'm sorry? Okay. HTTP. And then what? Uh, okay. Right. And then what? Mhm. You only have one T in there, don't you? You don't have HTTP. You have HTP. Okay. Many second. Okay. There's HTTP. Okay. 192. [silence] Okay. There's no 192.
46:00
Speaker 2
okay okay so that's uh http colon forward slash forward slash uhu colon forward slash forward slash 192 dot 168 dot 1 dot 10
46:00
Speaker 1
at 168.1. Oh, okay, sorry. Okay. Enter. Okay. Okay. I-N-S-O, yep. Yep. AGI. Okay. All right, all we got is a blank, wait, wait, wait. All I got is a blank page on this one. It's a progress line just did that thing where it just starts moving over and then stops.
47:00
Speaker 2
10. Mm-hmmm. And then forward slash Sysinfo Sysinfo. Yeah. And then dot C.G.I. Mm-hmmm. And then just hit enter. So it will route you back to the same page where you need to sign in. So use the same credential: username [silence] uhm. Okay, so when you try to enter like HTTP let's review if we put it in correctly.
47:00
Speaker 1
[silence] we can't confirm it because of the url. looking at the URL. 192.168.1.10 /sLower lower S y f I N F O .cgi. Okay. That's what I put in. That won't go. Safari could not Safari could not open this page because the server stopped responding is the message. You're a computer, you have another browser. Don't you have? But my computer is wired, isn't it? Yeah, your computer is Wi-Fi. Yeah, Wi-Fi. Okay. So what is going on there? I don't know what I have on there. All right, she's gonna go look. So this is a Mac. What's your other then Safari? Okay. Yeah, she went to look at what she has. I mean.
48:00
Speaker 2
uh but this computer can it work wireless or wired only okay yeah yeah let's use that one then as I was actually just yeah I was just just actually worried if the computer was actually wired and you need to go back and forth to do it uh yeah aside from Safari can you use a maybe if you have a Google browser Microsoft Edge Firefox okay thank you so much
50:00
Speaker 1
[silence]
51:00
Speaker 2
Okay. It's okay, sir.
51:00
Speaker 1
192. And what was the rest of it? 118. 118. 1.10. Forward slash. Yes. That way? Yes. Forward slash is item left to top right. That's my problem. Are you doing your slashes the wrong way? I'm doing them so that they go this way. So, I'm doing it backwards. No. 10. Oh, I gotta find it. Right? Forward slash goes bottom left to top right.
53:00
Speaker 2
pissing info yeah bottom left to top right that's the forward slash. So that should be https colon forward slash forward.
53:00
Speaker 1
wait she wants me to look this is a forward flash correct? yes that's a for it's bottom left to right she's trying to type in the rest. I just want to make sure of it. it wants to update Firefox. Okay having trouble finding that site you cannot connect to the server. You've entered at the right address you can try again try again No. it doesn't want to connect that either so server not found.
54:00
Speaker 2
[silence]
54:00
Speaker 1
you know Joel has been his computer, but I have to find away his password. I also have Google on there, too. What? You have Google? Yes. Now you're on Google. Yeah, I'm there. 1 2 1 6 8 one zero dot US uh. site can not be reached check uh. uh. potential 2. uh. I. google came back with the same same yeah. uh. yeah. uh. site can not be reached yeah. uh. uh. this is William uh. uh. uh. I. okay. uh. uh. yeah, she just wondering if she tried to connect it using the five uh the wi-fi, uh, um William's wi-fi which was 5.0 but that's uh. making uh. uh. uh. uh. uh. uh. uh. uh. Yeah, uh. Check uh. uh. um the uh. uh. uh. Uh. um external uh, uh. Uh. Um potential uh, uh. Uh. Okay, go ahead.
55:00
Speaker 2
Okay, same, same as a Google. Okay, uh M. William, I'll be putting the call on hold for another three to five minutes. Um, I'll get back. Uh huh. [silence] Okay, thank you so much for William. Thank you, sir. Just stay on the line until.
56:00
Speaker 1
1.10.com. It's as with. HTTP colon for, so so. It says 192. dot 1600.1.0. dot 1 0 and then one what would. it. and fall. System system system. System. System. the sys. Yeah. I have C. G. I. he Charlie, Charlie. Salt and pepper. [silence] What words of wisdom? And put them in salty water. You know, he told me 192 ... 168 ... 192. Yeah. then it's gonna be one. Yeah. and zero and one forward slash here. Yeah. Well, yeah. We'll have to use the last time and fix links that's online. Do you want me to go back to the link to that?
58:00
Speaker 2
OK, hello, sir William. Hello, ma'am. Uh, yeah, thank you so much, by the way, for the both of you for patiently waiting on the line. So, um, can we go back to the web browser interface, Sir William, of your Linksys router? Uh, you can use either the tablet or the laptop or the computer that you have.
62:00
Speaker 1
Just to the round which would be back but the link says app right the links is app right or or Safari it's looking all right so I'm going to go to the links it now the find it you tell utilities it's T it okay okay all right getting
63:00
Speaker 2
uh to the links is uh i mean to the router setting so yeah just to the router setting so open a browser again uh no not the not the uh give me sec we can use the Linksys app sir yeah um um open the the Linksys app sir
63:00
Speaker 1
Router settings. Spinning, getting router settings. Okay, router came up. And then where you want me to go back in? Where? Come on the app. Come on. You can call. Call. On the bus.
64:00
Speaker 2
hoo are you on the website sir or on the app Ok so you're on the app One moment sir Ok sir kindly click on the next page here nextnext page is asking you to confirm this details like your mailing address and stuffs if there's any correction needed here kindly choose the update details option there otherwise we draw in the next page if you kindly press the yes I agree button there ch
64:00
Speaker 1
all right what did you want me to click on okay i gotta figure out how you do how do i go back there with that yeah i'm just trying to get off the uh the device oh device okay i'm back to the i'm back to the the front page okay so that's on the drop down right devices on the main
65:00
Speaker 2
Go back. Just go back to the main dashboard of your Linksys app for you to see devices and nodes. Just scroll up and then look for devices. I mean, not devices but n I mean, main. Okay. You're back to the main dashboard. Now, tap on nodes. No, sir, it's just on the main screen, sir. When you see devices, yes. When you see devices. [silence].
65:00
Speaker 1
Okay, I open the notes. Get it. I see. Connected to internet store. Serial number, model number, firmware version, LAN IP address, and IP address. That's all I see. Okay, the one IP address. Not the LAN. The one, W-A-N. Okay, that's seven. Five dot one. [ silence ]
66:00
Speaker 2
okay, so you should see Node, okay, and then tap on the node that is currently online and then, okay, and then it will show you all of the information like serial number, model number, firmware. Now, look for WAN, WAN and then uh-huh. UhWAN IP address. Can you give it to me, sir? That's below lan IP address. Yes, I need the wan. Yes, wan, WAN.
66:00
Speaker 1
got it. Just a web browser, so Safari. Okay, I have Safari. All right, I'm on the tab. I'm on the iPad. You want to do it on your I don't care. Alright, we'll do it on we're going to do it on the Mac. So we have the. Safari or on Firefox? Where do you want to? Safari. Okay, so we have.
67:00
Speaker 2
Okay, that's 75 129 226 46. Okay, thank you so much. Now sir, can we go back to the web browser interface of your Linksys router? Uh yes, sir. You can pull up Safari from the tablet. Okay. I don't know sir. Can we use either the tablet or the laptop, sir? Okay. Um, any browser will do. Should I
67:00
Speaker 1
Okay? Okay? Okay? [silence] Got it.
68:00
Speaker 2
Okay. And then uh, please access the http. My router.that's just one word web, dot Local. Oh, uh, C.A.L. And then just, please. uh, yeah, L-O-C-A-L. Okay, and then just please, uh, hit enter.
68:00
Speaker 1
I didn't get that. I'm sorry. One more time. You cut out. Got low channel. Oh, Allison. Okay. I like the word local. Okay. Okay. Okay. So, okay. I'm not sure if it's trying.
69:00
Speaker 2
Yeah, that. It's okay. So that's H T T P colon forward slash forward slash. My router. Dot local. L O O C A L. Yeah. Lima. Oscar. Charlie. Lima. Yeah. And then just hit enter, ma'am, from the keyboard. Mhm.
69:00
Speaker 1
I'm gonna look for it or so you've got a little. So it looks like it's trying but it just stops. Then it doesn't go across. Yeah the progress bar again goes a little bit and then it stops. Yeah well it doesn't even start spinning. The progress light you know starts and then it just stops. Use your iPad and try. All right I'm gonna open the iPad. What website you use is the website.
70:00
Speaker 2
Um, what does it show on your screen? Um, it just, it just stops spinning. Oh, okay, um, earlier sir, we were able to do it using your tablet or your iPad. Can we use your iPad please? Because we actually were able to do it on the iPad. Mhm, uh-huh.
70:00
Speaker 1
Okay, I will do that. sign in. Okay, we signed in. It's now waiting. It accepted the sign in and everything is coming up. Still got waiting. Some stuff is still populating, still spinning a bit. Everything's in the background. Okay, we're there. Now we're Back to troubleshooting. Loading, spinning, waiting. Okay, I'm on it.
72:00
Speaker 2
enter the router password again. Thank you. that you used earlier. Yes sir. Okay, perfect now, sir. Uh please go back again to troubleshooting. Uh-huh. Okay now go to diagnostics.
72:00
Speaker 1
[silence] Okay, under IP four, I have IP google.com, okay, google That way. You might want to put that in the sp— okay. want, google.com. Right, and I have number two paying his shows five. [silence]
73:00
Speaker 2
Okay, and then under Google super ip4, there is an ip or host name that you can put in. There is a um blank box there. Uh-huh. Okay, ip or host name. Yeah, fill in the box with google.com. Yes. Fill in the box with google.com. Okay, and then tap or click on start to ping [silence]
73:00
Speaker 1
Okay. No, wait. I wanted to make. Wait, I wanted to make sure. You want number two ping is five. Is that correct? Yeah, number two. All right. Now, you want me to start pinging? Yeah, he was just, he verifies everything just you say it. Okay. Ping details ping bad address. Google.com. Right.
74:00
Speaker 2
Did you encounter sir sir like uh a request Time out or did you see like 40 bytes? The number number of 5. Yes, sir. Five. Yes, sir. Hit on Start ping. uh, OK. So what the result shows bad address Google.com. Uh, can you try some other site Sir? [silence]
74:00
Speaker 1
try a different site mean if any just to see if anything I don't think anything connect but I would so let's just go to I'll go to apple.com when I type in apple.com fully load it gets to the page shows that top bar but it can't get any further no Here, I can go to the back and try.
75:00
Speaker 2
Yeah, try different site like you like youtube.com. Yeah. Yeah, can't get any further but can you see some results there, like bytes, and then numbers? Or can you see a request timeout? Word. Like, it's like, it's like, it's like.
75:00
Speaker 1
yeah now for example i'm going to u.s bank i have u.s bank that's my bank okay so it the progress line starts going across very slowly nothing populates on the screen the progress bar stops now it goes again but nothing's appearing on the screen now it populated some stuff on the screen but it's not complete and it's not so what i'm getting like i'm getting information without explanation it's not the normal screen it's like sometimes if you put in a an http site you'll get kind of like a vague the screen but without all the rich text on it this is what i'm getting it's missing rich text
76:00
Speaker 2
It not showing anything. You said hindage. Mm-hmm. Yeah but what shows on the screen, sir? Can you see that? Uh-huh. Uh-huh. Ah yeah but what can you give, can you read those information for me please? Like
76:00
Speaker 1
Well, there's not. Yeah, I see up above usbank.com. No, all I see on the part, all I see on the URL is usbank.com. No, not on the URL squad lines. Now, if I go to like apple.com, I see apple.com on the line and a blank page below, and nothing loads. No progress line either.
77:00
Speaker 2
Like, can you confirm if, like Ping www.usbench.com, can you see it there? Okay, underneath that one, sir. Can you see some words like 40 bytes from 74.128 or something or anything? Um, no other, no other information. Oh. Oh, okay, I see. Okay, um, Yes, sir, Williams. So, um, here's what we are going. [silence] [silence] I'm introducing you Sir William, okay? So I'll be escalating this call to our level 2 technicians so that they can perform a much more advanced troubleshooting on what we have done. So but just to set a proper expectation for this Sir William, can I because the call the callback process will actually take for about two to three hours. But if there are already an available technician who can cater this ticket then they will gonna call you back. What time is it right now at your end, Sir William? So, uh possible they can call you after 2 or 3 hours. So, just keep the lines open. As everyone from our level 2 technicians are actually um on call. So, there are no available technicians or level 2 technicians [silence] So, your best call back number is 6365918987Oh yeahOkay 890687 Thank you so muchFully loaded What are the information that you can see, sir? and can you seeCan you see likeAt the far rightSay, can you see the word time and then equals then number?
77:00
Speaker 1
No. On the webpage, no. Yeah, I went to Apple, yeah I opened apple.com, an Apple website. All right. What's your interest like that or like that? Yeah, let's go to... We'll try Pinterest or typing in Pinterest. Is that right? Pinterest. Pinterest. Okay, so Pinterest, I type it in and it doesn't, and I still have, I have it on the URL, but I still see Apple on the screen. No progress line. Okay, we'll do it. Okay.
80:00
Speaker 2
But did you open an Apple website? Directly? Can you try another website, sir? Yes, sir. Try some other different websites. mm-hmm Okay, well, maybe the internet is actually, like, you know, kinda slow, but, uh, yeah. Um, I will still be escalating the issue, sir, so just keep your lines open, okay? Okay, thank you so much, sir. And, um,
80:00
Speaker 1
All right. One. One. one three three one six eight. And yeah, just saying 13316 and just, you know, the Pinterest didn't didn't still didn't load. Now I still have a question before I lose you. Why was I plugging the older router? Why would that not work? Yeah, there's a Linksys older Linksys router that I used to use that I kept, and I plugged that in and that wouldn't work either.
81:00
Speaker 2
Of course, thank you so much for the both of you for the cooperation. So yeah, I have fully documented everything here. So Sir William, the reference of this conversation is 133168. Okay. Yeah. The older router? Uh-huh. Well, it's actually the pencil, but what is this old router?
81:00
Speaker 1
Yeah, I can do it. Now I have two of them. I have the, I don't know which one's the parent and which one's the child, so there's two of them. But one of them, so I mean, that's what I think, we shouldn't be able to use one of these instead if it's a router issue. Model number MX4200C. Yeah, that's what I didn't know how do you figure out which one is the parent. All right.
82:00
Speaker 2
Can you give me the model number? Uh-huh. Okay, uh, did you try plugging in, um, one at, plugging them like, you know, one at a time just to test like where or which is the parent? Okay, um, how about you instead try to reset that one, and then after you perform the reset, so that you can, um, reconfigure those router and make one of them as a parent
82:00
Speaker 1
Okay. So if I plug one in and then, alright, so I plugged in and I have a blue light, press the reset button. Alright, I got it blue, 'cause I thought I could use this. It wouldn't, I mean, if they're both having trouble, then I can't see where it's the router. And then I should connect it in, I'll connect it in to the internet. And now it's a flashing blue light. I'm going to connect this one into the internet connection. Alright, it's into the internet. Now it's flashing. Now it's flashing red.
83:00
Speaker 2
And then the other one we're gonna be the child node of the parents or the new parent. Yes. Let it boot up first, sir. I'll give it about two minutes.
83:00
Speaker 1
How long. 20 seconds. All right. [silence] All right, so I will... can you time my watches off? Ready? Go. Okay, so now I'm going to release them.
84:00
Speaker 2
okay it's flashing red now sir right I mean press and hold the reset button of this MX 4200 so do it for like 20 seconds press and hold it for 20 seconds yes 20 seconds do not let go of the reset button if it's not yet for 20 seconds
84:00
Speaker 1
okay I released it. And now the red light, now there's no light. Yeah. Now we have a solid blue. Now I have a slowly flashing blue. I've had flashing
85:00
Speaker 2
Okay. Yeah, yeah, it's okay. So just give it some time, because it's still under the process. Okay. It's okay, sir, because what we need from that one is a solid purple.
85:00
Speaker 1
Can you watch this? Flasma. go fashion. Oh, now it's solid red. Maybe not red. Maybe it's not red red. Maybe it is magenta, yeah, right. It's magenta defective one. [silence] My time, the reset.
86:00
Speaker 2
oh okay now um here's what we are going to do next press the reset button again but uh do it for five times so not too fast not too slow so press release press release so do it for five times
86:00
Speaker 1
Hey. press release, press, press, press, at least. 2. press 3, press, press, press, release 4, press release. 5. okay. You know, it's called magenta. You want Sorry, my wife's gonna try again with that. okay.
87:00
Speaker 2
yeah press release press release okay so the LED light on top of that MX4200 you should start blinking right now I can we do it again sir but um make it like enough to slow like you know just a normal pressing. Like press then release press then release press then release. Lets not do it like you know like kinda too slow but normal pressing.
87:00
Speaker 1
[silence]
88:00
Speaker 2
It should be solid blue. Is it is it still blinking? Okay,
88:00
Speaker 1
M will pay to sit okay there you go also same again alright so you want me to connect a device to I'm sorry to what okay okay you mean Justice I'm gonna ask you to hold built got all that on his ipad Bill he wants you to connect the device here you want you to connect try you connect your IPS to the [silence] the old router
89:00
Speaker 2
Okay. It's solid blue. Now, try to connect any of your devices to it to default SSID to the MX4200. So the default SSID of this MX4200 should be _velop setup and then the last four of its MAC address. Connect your iPad to the old router. Okay, maybe there is a problem with the MX 4200 that you have, or maybe there is a problem with the modem. So, uh, yeah, let us just wait for the call of the level two technician, so that they can assist you right away on regarding with this one.
89:00
Speaker 1
Okay. Okay. Okay, we were gonna. Okay. Thanks. Bye. One minute. He tried. I mean, what do you think? I know.
91:00
Speaker 2
Okay. Well, thank you so much for the brief. So just expect a call back. So they might call you on one six three. Oh, I mean, with the phone number ending eight nine eight eight seven or the eight nine eight six, okay? Okay, thank you so much. And have a good one for the both of you. Thank you so much, bye bye for now. Right.
91:00