V2 Rubric Detail — 1023f64e-81db-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 12:28
Duration
52m 12s
Contact
314-780-5176
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137617
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall15.3% (-40.7)

V2 Grader Summary

The agent attempted resets and UI navigation but omitted critical diagnostics (modem test, WAN verification), failed to escalate despite unresolved issues, and provided disorganized guidance that increased customer effort. Technical accuracy suffered from skipped KB-mandated steps and contradictory claims about node functionality, while communication and ownership were severely lacking.

V1 Case Analysis

Customer reports Linksys mesh nodes not connecting after new Spectrum modem. Performed resets, 5-press pairing, UI access attempts, and node swap. Lights remain red/flashing, no internet. Issue unresolved; recommend verifying modem provisioning with ISP and escalating to Tier-2 engineering.

Troubleshooting Steps
  • Reset parent node (10-second hold)
  • Performed 5-press pairing on parent node
  • Attempted to access router UI at 192.168.1.1 with default admin credentials
  • Checked firmware version and port status (X-mark on internet port)
  • Swapped parent and child nodes and reset the new parent
Key Observations
  • Agent did not confirm the exact router model before applying the 5-press method, though the procedure is valid for most Velop models per KB.
  • Customer struggled with command-prompt instructions, leading to repeated confusion and wasted time.
  • No clear escalation, callback, or next-step plan was established despite the unresolved issue.
  • Agent correctly guided the customer to access the router UI at 192.168.1.1 and use default admin credentials (admin), per KB guidance.
Positive Highlights
  • Collected device serial number and customer contact information.
  • Confirmed modem provides internet connectivity via direct PC test.
  • Attempted multiple troubleshooting techniques (reset, 5-press, UI access, node swap) in alignment with KB guidance.
  • Correctly instructed customer to access router UI at 192.168.1.1 and use default admin credentials (admin).
Agent Errors / Gaps
  • Did not obtain or confirm the router model before using the 5-press pairing method.
  • Failed to verify WAN connectivity directly at the modem before proceeding with node troubleshooting.
  • Did not set a concrete follow-up, escalation, or callback after the issue remained unresolved.
  • Provided ambiguous guidance on accessing the local UI and default credentials, causing customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet connectivity; call ended with customer still without service despite troubleshooting attempts.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed resets, 5-press procedure, and UI access but skipped critical diagnostics like direct modem speed test and WAN port verification.
R3 Partially Met Correct resolution path conf 89%
Agent continued troubleshooting despite failures but did not escalate appropriately; some effort made before suggesting call end.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to perform essential diagnostic steps (direct modem test, WAN verification) required to isolate ISP vs. router issues, relying on incomplete symptom identification.
T2 Not Met Appropriate tools / resources used conf 97%
Agent omitted required tools (modem speed test, WAN port status check) mandated by KB guidelines, depending solely on customer verbal reports of lights and connectivity.
T3 Partially Met No misinformation conf 90%
Correctly provided default credentials (admin/192.168.1.1) but gave inaccurate guidance (e.g., claiming child node cannot function as parent) and unclear instructions on light states/cabling.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure with long silences, abrupt transitions, no clear framing of next steps, and agent lost control when troubleshooting stalled.
C2 Not Met Confirmed understanding conf 93%
Agent used technical jargon (e.g., 'default gateway', 'command prompt') without confirming understanding and failed to adapt language to customer's confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent suggested customer end the call without resolution or follow-up plan, abdicating ownership instead of escalating or scheduling a callback.
O2 Not Met Proactive follow-through conf 97%
No specific next steps, timeline, or callback commitment provided; agent only advised 'you may have to end this call and try again another time.'
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history to reference or continuity to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
After extensive unresolved troubleshooting, escalation to higher-tier support was warranted but never initiated, leaving the customer without further assistance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed during this interaction, and none was warranted beyond L1 troubleshooting attempts.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent offered generic apologies ('thank you for your patience') but failed to specifically acknowledge customer's frustration over repeated failures and time spent.
X2 Not Met Tone & rapport conf 92%
Agent maintained a flat tone and identical approach despite customer's confusion and repeated errors, never adjusting pace, terminology, or checking comprehension.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat commands, reconnect cables multiple times, and re-describe light states due to incomplete or unclear guidance, increasing effort.
Call Transcript82 turns · 90 lines
Speaker 1
Hi, I am calling about a router that I cannot get to work, but it used to work just a few days ago. I got a new modem and all of a sudden the router won't work. I we installed a new modem Spectrum did on well, over the weekend. And since then the router the router will not connect. Uh yeah, so we had Spectrum when we just.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service your call may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hi, thank you for calling Linksys. This is Gygie. How can I help you today? I'm sorry, you have a new modem? Uh-huh. Uh-huh. Uh-huh. I see. I see. Did you just upgrade your subscription ma'am from Spectrum?
00:00
Speaker 1
received a new modem from them to yeah updated it was 11 years old so we got a new one. yes it's 26D106 I think it's an O 4842011 okay. so I have the one main one and then I have an additional one so two total. [silence]
01:00
Speaker 2
I see, I see, got it. May I have the serial number of your Linksys device, please? Okay, let me just check on the exact device, ma'am. Okay, just give me a couple of seconds. How many Linksys nodes you have, ma'am? Hmm. Hmm. Oh
01:00
Speaker 1
Correct, yes. Yes, it's 3147805159. First name, Teresa, T-E-R-E-S-A. Last name, Do-Gian. D-as in David, O-Gian-as in Nancy, Gian-as in Nancy. I think it's, Tupstar, so T-as in Teresa. U-P-as in Paul S-as in Sam. T-as in Tom.
02:00
Speaker 2
okay, two nodes and your internet provider is spectrum, right? Okay, and uh, yeah, before we proceed, ma'am, while I'm still checking on the exact unit, um, may I have your phone number, just in case you get disconnected? Five, one, seven, six, heavens. How about your first and last name, ma'am? Uh-huh, okay, and how about your email address, ma'am?
02:00
Speaker 1
A as in apple, R as in red, 70 at hotmail.com. So I've kept, I've unplugged it because I couldn't get it to work. So you want me to plug it in both power and ethernet?ried all the tips and tricks and nothing has worked. Yes. tried that twice. Yes. So I followed the instructions, holding down the reset button for 10 seconds and then
03:00
Speaker 2
OK. OK, so you still have the first node, plugin right now mam, right on the modem, modems. Yes, yes. Did you try a re-set num, you or reset, like for how long? [silence]
03:00
Speaker 1
releasing and not doing anything for, I don't know how many minutes. I've done it twice. believe me, I've tried every troubleshooting option that I have seen. I can't tell you what order I've done them in. I don't know. Yes, it's plugged in. Oh, okay. Okay. All right. I have to go pull it out of the wall. [silence]
04:00
Speaker 2
I see. So just a reset. You didn't do some setup or any other troubleshooting? I see. Okay. No worries, ma'am. We will go ahead and check for that. So is it already plug in right now, the parent node. Okay. Will it be possible that you can plug in the other node? Ma'am, the child node, put it right next, just for adding purposes, put it right next to the parent node, less than a meter away from the parent node.
04:00
Speaker 1
you said 10 cm away? How much distance? meter? Yeah, no problem. Okay, so we both have power. The original one has a red flashing light and the additional node has a solid blue light. The extra one, the second one.
05:00
Speaker 2
I'm sorry, man. Mm-hmm. Uh, less than a meat away, ma'am. Okay. Okay. I'm sorry, man. Which one is a solid blue light ma'am? TheThe second one. Okay. Okay, while we wait, ma'am, on the second one, the second node...
05:00
Speaker 1
And now we have a solid blue light again. The second one. And now it's a flashing blue light on the second one still a solid red light on the the original the the main one.
07:00
Speaker 2
Solid blue on which node, ma'am?[silence] Okay, how is it? [silence]
07:00
Speaker 1
[silence] [silence] Oh I've got a purple light on the second node [silence] The booster. First one's still a solid red. [silence] I know my internet is working from the modem because when I plug it into a desktop computer, it connects. So the internet is working. [silence] Yes, I'm still here. [silence] It's a steady red light, which means it's not connecting.
08:00
Speaker 2
I'm sorry hello ma'am yes we not have a study light on the parents noted study red OK [silence]
11:00
Speaker 1
Mm-hmm. Mm-mm. Yes. Sure. Yes, I do. Devel up set at 315 and same thing, 390. Yes. Okay.
12:00
Speaker 2
(Music playing) Reset, reset on the parent node, right? Can you check on the Wi-Fi name on the list of available network on your phone or any device? Can you check if you can see two Belup setup names? two, three, four, five. Okay, so that means that these nodes are ready for setup. So I will ask you to do the five press, ma'am. Five press, what you need to do is to press and release the reset button of the parent node, that's the one connected to your modem, five times. Not too fast, not too slow. (Music playing)
12:00
Speaker 1
OK, that was five. Oh. It's flashing orange light. That's something I haven't seen. Yeah. OK. One of my networks, the 390 went away. [silence] Great. [silence] [silence] OK. [silence]
13:00
Speaker 2
Okay, what's the light on the top of your Parents now flashing orange lights? Okay, yes, ma'am. This is actually one way of setting up a device, ma'am, so let's just give it three to five minutes. This now should go to a sudden blue light after three to five minutes.
13:00
Speaker 1
Pack. Okay. Nope. Solid green. green on the parent node. Oh, and it went to red. The second one is a flashing purple. Oh, and now it's a flashing red. Both of them are flashing red. [silence] One's still flashing red. Yes. Both.
14:00
Speaker 2
Yeah, okay. How is it, ma'am? Any changes? For both the notes, or just a pair? Just a child? For both notes, okay.
15:00
Speaker 1
Can you give me a little bit more detail? Like what those terms are referring to, and what context it's in? Because I think I might be able to give you an answer if I have a little bit more context.
17:00
Speaker 2
uh-huh. just let me know, ma'am, if there's any changes on the lights, okay. uh, give it another two minutes.
17:00
Speaker 1
Everything's still the same. No. everything's the same flashing red on the parent node and solid red on the second node.
18:00
Speaker 2
Okay, how is it then? Any changes?
18:00
Speaker 1
everything's still the same. Yep, solid red on the second and flashing on the parent. Yes, I have a desktop. Okay. Let's see if you can see this clearly if I blow it up.
20:00
Speaker 2
How is it? still the same. Okay. Do we have a computer, ma'am, or maybe an iPad that you can use? You have a desktop, okay. Can you take a picture, ma'm, on the sticker underneath your parent node? And make sure that the WiFi name and the password and the recovery key is disabled. Okay?
20:00
Speaker 1
no that's a great idea okay so I'm gonna unplug it from my parent node and plug it into my desktop for do you want it connected I have a different ethernet to connect from the parent node to the desktop different aethernet like we originally have to get this
21:00
Speaker 2
okay then let's go to your desktop ma'am make sure go to the wife make sure that your desktop is connected to the parent nodes wife name will suggest a different parent Let me know if your baby okay. Okay. Connect. Let me know if the computer is connected, ma'am, so that we can check on the IP, okay? [silence]
21:00
Speaker 1
OK. I'm waiting on the desktop to open up. Sorry. I would, I would, I would have had my laptop ready, but, yeah. All right. Now this is saying no, no internet, no network. Well, that would make a difference. Last time I tried this. Oh, I see. OK. So if it's connected to the node, it has no internet. Just say.
23:00
Speaker 2
Okay, that's a game out. Okay, got it, are connected to the parent or the child? Connected to the parents, okay. Uh, open a browser on your computer.
23:00
Speaker 1
So on a computer, it's not going to let me open a browser without Internet. So you want me to go ahead and plug it into the Ethernet cable that's attached to the modem. Because that's the only way this is going to get Internet. No, I connected it to the tarant. So no, I'm going to connect it to the do you you want so you want to know the ethernet from the modem? What does it say, right? Okay. Well, yeah, since the note isn't connecting. Can't see a damn thing in the dark.
24:00
Speaker 2
Okay. Okay and on the address bar. Uh no ma'am. We will not. Oh okay. So you confirm that there is internet from the modem, right? You connected a computer to it. Okay. Yes. Oh I didn't know you were still there.
24:00
Speaker 1
Just trying to see if we have internet. Besides, we don't have internet. Oh. Now it's connected. Now. It is currently connected to the modem. And it says it's connecting. Yes. Now I did in order to connect to the desktop. Yes. Okay, so connecting it back to the modem. All right, so now the modem and the parent node are connected. Oh, no. So you want them all to be linked the way they originally Okay, before we started making all these changes. Okay, gotcha.
25:00
Speaker 2
We need an internet connection for us to set up your device. But what we need now is connect your Linksys node back to your modem. Make sure that that's the same port that you used earlier and then we will access the user interface. Okay. So we have a connection, modem, parents node and computer.
26:00
Speaker 1
Now, they're all connected. And my computer, so I can stop messing around with my. Thank you. Identifying. No, internet on the desktop. OK, let's go ahead and tell me that again. Yeah, I'm still here. Command what? I don't. Uh-huh. Yes.
27:00
Speaker 2
uh-huh okay no internet ma'am can you do a command prompt, please yes hello ma'am I'm sorry Yes command prompt ma'am on the bottom of your computer screen you have there this uh Windows button beside the Windows button you have the search tab okay on the search tab ma'am
27:00
Speaker 1
and uh correct G'md uh huh correct and their ok ok spell that for me please ih nope kite IP kind of okay got it okay alright mmkay [silence]
28:00
Speaker 2
Yes it no need space. okay after that you type it IP and C T. this is lowercase C O N F I G no space.
28:00
Speaker 1
So it has five lines. Yes. Got it. 1, 9, 2, 1, 6, 8, 1, 1. Yes. On the desktop. Ah, okay. Okay. [silence]
29:00
Speaker 2
look for default gateway please what's the number ma'am under default gateway huh okay 192.168.1.1 kindly open a browser yes type those numbers on the address bar please one nine two dot one six eight dot one dot one [silence] and log into the thing thing.
29:00
Speaker 1
It says preview for 192.168.1.1 isn't available right now. Did I type in the right numbers? Yeah, I did. Okay. It can't reach it because there's no internet. Yes. There we go. Yes.
30:00
Speaker 2
[silence] [silence] [silence] [silence] did you type it on the address bar, ma'am? Make sure to type it on the address bar, okay? 192.168.1.1 and enter. Okay. The page that you'll see, ma'am, is a linksys page asking for you to download the linksys app. Is that the same page you have? Okay. Tap on the picture of two phones on your screen, please.
30:00
Speaker 1
Now it says sign in login with your router password. Sorry, I thought that's what you meant. Dmin admin, that's it. Okay. uh uh uh uh uh uh uh okay. So now I have a screen with a menu on the left and network status. It's the first box on the right. Linksys home networking is the next box and then setup 390 on the left again. Three
31:00
Speaker 2
OK, so by default that that's the yes, that's the right page, ma'am. By default that will be admin all Lowercase, admin, all Lowercase. Admin. Yes. Yes, that's it ma'am. Just save that there. And then press sign in.
31:00
Speaker 1
Price is on the right. Okay. Okay. Do I lose you? Okay. Yeah, I'm still here. Yes. Yes. Yes. Yes. Sir, it says no internet connection. Yes. Click on that. Okay. Three options. Oh, yes, yeah.
32:00
Speaker 2
Yes, ma'am. Hello, ma'am. Do we now have a new page, Smartify Tools? Okay, what does it say under network status, ma'am? The first box in the middle part of the screen. This device No internet. Okay. On the lower left part of the screen, ma'am, you have the troubleshoot. Okay. Yes, click on that. And under troubleshooting, you have three options. The first option is status. You have status, right?
32:00
Speaker 1
Sorry, yes. [silence] [silence] Billows deep report. Yes. Yes. I see it. Okay. Firmware. [silence] 1.1.13.216909. [silence] Oh, I've done that page. Got you. Okay. Ports. Yes.
33:00
Speaker 2
Yes, status, diagnostic and logs. First option is status and below status you have report. Report. Yes. Okay. So first information that you will see under report is firmware. Can you please provide me the version, ma'am? 9.0.9. Okay. And uh, can you now scroll down all the way to the bottom of the page. find, look for ports. Mm-hmm. Yes. do you have an export or do you see an X mark?
33:00
Speaker 1
[silence] I is no, the X mark is on the next grid down under one GB/s. Mhm. So, unplug the Ethernet cable from the... Yeah. Uh huh. Ah, yes. Yeah, so switch these around. Mhm. Gotcha. Okay, that's done.
34:00
Speaker 2
Sure, please, let's do another... XM's. See, on the M we have to do another reset. Or how about we do this one? Unplug the ethernet cable at the other port. At the back of the Linksys or I guess from the bottom of the Linksys and put it on the other port. But there are two ports, right? Yes. Okay.
34:00
Speaker 1
Dutch. Dutch. If I refresh will that help? So now the X is on the second grid under the 10/100 Mbps, not under the internet grid. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yes, correct. Yeah. Okay. Yes. No, press and hold till it turns off, gotcha.
35:00
Speaker 2
Still not on the Internet. Okay. Ma'am, I think we have to do a, we have to do a swap node for this. That child node that you, that has a red light, solid red light, we will use that one as your new parent. Oh, like, I see. Is it like just a plug directly to a wall? I see. Okay. If that's the case, ma'am, then we will reset again this parent node. Can you do that please? Yes. Same thing, press and hold the reset button until the light on the top turns off.
36:00
Speaker 1
Okay, it's dark and it stayed dark. Okay. Okay. it's a solid blue but not purple.
37:00
Speaker 2
Okay. So let me know, ma'am, if it's back to study purple, okay? Thank you.
37:00
Speaker 1
0, 0, 0, 0, 0, 0, it is so blue, but now it's flashing, blue.
38:00
Speaker 2
Okay. What's that status on the light, ma'am? Okay. Let me know if it's already on steady purple. Okay? . .
38:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence]
39:00
Speaker 2
Okay, use your computer ma'am. Finally, go to the Wi-Fi settings, Wi-Fi settings of your computer. Okay. Yes. Is it purple now? Um, yes. Is your desktop only capable for wired connection? [silence]
39:00
Speaker 1
sure and I can, I can get my laptop open if that would help. Okay. Yeah, I think so. Okay. So the internet cable from the computer, you want the ethernet from the computer to the link? Correct? Okay. So the ethernet cable is connected to the link.
40:00
Speaker 2
I see. Yes. How about, yes, since this is only wired connection connected connected device, ma'am, how about we connect, yes, how about we connect, uh, the, the, a Tianet cable from your computer to the extra port of your lanes? Yes.
40:00
Speaker 1
And then the second cable from the link, to the back of the deck is connected. do you want me to try to connect it to some other piece of equipment? Sure. So currently, is connected to link, this. And then that is connected by the second cord to the back of the laptop, or to the back of the desktop, but I can connect it to my laptop, I think. Would that help? Okay. Yes. Oh, this one you know.
41:00
Speaker 2
I'm sorry, what the collection again, man? Air, any device will do me. So any device will do. Okay, so let me confirm modem wires to link systems links is wired to computer. That's what we have. Okay, can you open the browser again, please? And type the same numbers, ma'am, 1 9 2 1 6.
41:00
Speaker 1
All right. 1 9 8 dot 1. I'm sorry. Let me make two. Okay. That is. It's. Thinking. It's not.
42:00
Speaker 2
[silence] 192. Sorry, has a 192. [silence] 192.168.1. [silence] Okay, so same thing if you're [silence] if you're on [silence] on the spring page, tap on the picture of two phones. [silence] Uh-huh.
42:00
Speaker 1
Yeah, that's not working. It says not secure and it's got the address, you know, the address that we're looking for and then it's trying but it's not connecting. Yeah. 192. Oh no, no, not that. So, you wanted the CMD. C, O and S and S and F I G. Oh, let me type it wrong. C M[ silence] M D.
43:00
Speaker 2
uh-huh them uh-huh I see. Can you do again the command prompt ma'am yeah CMD yes. The CMD on the bottom and then IP config. [silence]
43:00
Speaker 1
C-O-N-F-I-G. Okay. Am I typing it wrong? Uh-huh. T-D-O-T F-I-G. Not recognized. C-O-N. Oh, I think I'm typing it wrong. M-D-I-T. Oh, not in this, okay. C-N-D. No recognition. Oh, I see, capital I. Okay. Um. There it is. C-O-N-F-I-G. Oh, my.
44:00
Speaker 2
It's IP config. On the... Not recognized. Okay. CMD Charlie mother Delta Type it on the bottom of your computer screen ma'am, okay? The Beside the Windows button There's a search tab.
44:00
Speaker 1
D I T C O N F I G, okay. I don't know what I'm doing wrong. Okay, I think I might be spelling it wrong. C M T, uh huh. Okay, yes. Okay, there we go. command prompt. Now, what's next? I, I P as in Paul or as in peet.
45:00
Speaker 2
It doesn't show you the command? Okay, let's do it again ma'am, that's okay. CMD. It should show you command prompt. Okay, so on the black screen, again type IP config. [silence]
45:00
Speaker 1
Tee isn't Tom. No, which one is it? P. Okay. All right. There we are. And then do you want me to type in the default gateway? The 192, that's the next prompt. Yes. Oh, okay. So, in the address bar, we're going to type 192.168.1.
46:00
Speaker 2
Uh huh. It's P, as in Paul, ma'am. It's P for Paul. I, P, India, Papa, Charlie, Oscar, Nancy, X-Ray, Papa, Romeo, Juliet, Juliet, Roger-Yankee, Juliet. Is that what you can see on the uh command prompt ma'am the default gateway? Okay, yes, type the numbers on the address bar please of your browser.
46:00
Speaker 1
It's doing the same thing um same thing just a flashing blue screen with not secure. [silence] Are we letting that run? Is it just going to fink or. [silence] Yeah, I'm still here.
47:00
Speaker 2
okay what do we have now? Same thing. Uh-huh. Okay, I think you're on the right uh numbers ma'am. You you got the right numbers, it's just that the page was loading. What do we uh sorry uh Hello Ma'am.
47:00
Speaker 1
Yeah, I'm checking. Just a moment. Yeah, same thing, nothing. Yeah, it keeps refreshing, like the refresh keeps going and then there's a triangle that's not secure. The 192.168.1.1 and then behind it colon 5200 slash UI slash one zero dot nine nine dot two one. So and it's at the end it says dynamic.
48:00
Speaker 2
Okay, so still, uh, just clean with nothing? Okay. Okay. So still nothing. Okay. Uh huh.
48:00
Speaker 1
So it flashes to dynamic login and it's just the flashing blue screen. So just like before. [silence] I might have to end this call and try again another time. I have to go to work. correct
49:00
Speaker 2
Oh, I see how about this, ma' first, because right now we're actually having problems with, um, sorry, let me just inform you about this. The earlier, ma'am, when we tried to set it up using the fiber, it shows that the X mark on internet port is not detected. So, that's the problem why we're not getting internet. So, right now, our concern is that we can't get through the user interface for us to set up the internet device manually and we cannot do swap because the node that you have or the extra node that you have that is, um, not, uh, used for, not intended to be as a parent node. Anyway,
50:00
Speaker 1
mm-hmm. OK. um yup I'm ready mm-hmm. OK. OK. OK. OK. got it. [silence] OK. Thank you so much for your patience. Please appreciate your help.
51:00
Speaker 2
You're welcome, man. Have a good day. Please stay safe and feel free to call us back. You're welcome, man. Bye bye. [silence]
52:00