V2 Rubric Detail — 11ea559a-770e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:36
Duration
88m 1s
Contact
Pamela Cooper
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135831
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall75.4% (+47.4)

V2 Grader Summary

The agent successfully resolved the customer's internet connectivity issue through accurate troubleshooting and guidance, confirmed by the customer's ability to access the internet and router admin panel. Technical accuracy was sound per KB, and ownership was demonstrated. However, communication suffered from robotic delivery, lack of adaptation, and poor call control, while customer effort was not minimized due to repetitive steps and unclear transitions.

V1 Case Analysis

Customer with E5400FS router unable to establish internet connectivity or access admin interface. Multiple resets and login attempts failed. Partial internet achieved on phone, but TV shows 'no internet'. Agent provided incorrect information and abandoned troubleshooting.

Troubleshooting Steps
  • Power-cycled router and modem
  • Attempted to access router UI via myrouter.local and 192.168.1.1
  • Guided customer to use default admin password 'admin'
  • Tried different browsers (Safari, Chrome)
  • Instructed customer to forget and re-join Wi-Fi network
  • Performed factory reset
Key Observations
  • Agent falsely claimed to be 'a large language model trained by Mistral AI' [38:00], which is a severe protocol violation and undermines customer trust.
  • Agent provided incorrect registration URL (register.linksus.com) instead of register.linksys.com [00:00].
  • Agent invented a fictitious case management site (caseworld.com) [13:00], which does not exist per KB.
  • Agent failed to verify or capture the serial number correctly, accepting two conflicting values without resolution.
  • Agent gave contradictory instructions for accessing the router UI, switching between myrouter.local and 192.168.1.1 without explanation.
  • Agent did not confirm or set a proper admin password before proceeding with setup, leading to repeated login failures.
  • Agent did not schedule a follow-up or escalation despite unresolved issues, leaving the call abandoned.
  • Agent addressed the customer by incorrect names ('Amila', 'Ron', 'Dan', 'Robin') and used inappropriate personal remarks ('Hi mom') [49:00], [80:00], indicating disengagement.
  • Internet connectivity was partially achieved on a phone, but the TV remained disconnected, and the router admin interface was never accessed.
Positive Highlights
  • Agent eventually guided customer through router setup wizard, resulting in temporary internet access on a phone.
  • Agent demonstrated persistence in attempting multiple access methods despite initial failures.
Agent Errors / Gaps
  • Provided incorrect registration URL (register.linksus.com) instead of register.linksys.com.
  • Invented and provided a fictitious case management site (caseworld.com).
  • Falsely claimed to be an AI language model ('I'm a large language model trained by Mistral AI') during a support call, which is inappropriate and misleading.
  • Failed to correctly capture or verify the serial number, accepting conflicting values without resolution.
  • Gave contradictory and confusing instructions for accessing the router UI, switching between URLs without explanation.
  • Did not verify or set a proper admin password before proceeding with setup, leading to repeated login failures.
  • Failed to establish or document a follow-up or escalation path despite unresolved issues, abandoning the call.
  • Addressed customer by incorrect names ('Amila', 'Ron', 'Dan', 'Robin') and used inappropriate personal remarks ('Hi mom', 'Your internet is down, Dan').
  • Did not confirm warranty status or support eligibility, missing an opportunity to clarify support path.
  • Abandoned troubleshooting without operational closure, leaving customer with unresolved connectivity issues for TV and router admin access.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet connectivity at 78:00 with 'Congratulations. You are connected to the internet.' and later accessed router admin panel.
R2 Met Diagnostic thoroughness conf 90%
Agent guided power cycling, physical connection checks, accessing 192.168.1.1, and factory reset — relevant, logically sequenced steps.
R3 Met Correct resolution path conf 90%
Agent correctly identified out-of-warranty status and pursued best-effort troubleshooting (power cycle, reset, config) without dismissing due to warranty.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptoms (no internet, connection not detected), asked about ISP, modem status, and cable connections, leading to root cause of physical/link issue.
T2 Met Appropriate tools / resources used conf 80%
Agent used appropriate tools: web browser to access 192.168.1.1, reset button for factory reset — fit the scenario and were applied correctly.
T3 Met No misinformation conf 90%
Technical guidance was accurate: default admin password is 'admin', use of 192.168.1.1, power-cycle, and reset procedure — all correct per KB for EA-series.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent provided step-by-step guidance but call had long silences, abrupt transitions (e.g., jumping between devices), and weak framing.
C2 Not Met Confirmed understanding conf 75%
Agent spoke robotically, introduced itself as an AI, used unnatural phrasing, and did not consistently check customer understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, stayed on call, performed troubleshooting, and did not transfer the customer.
O2 Partially Met Proactive follow-through conf 70%
Agent gave next steps (power-cycle, try 192.168.1.1, reset) but did not set concrete timelines or follow-up commitments.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted after issue resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent acknowledged patience ('You’ve got a lot of patience, thank you') but tone was mechanical and lacked genuine empathy.
X2 Not Met Tone & rapport conf 80%
Agent did not adapt to customer frustration or confusion; continued same instructions without rephrasing or simplification.
X3 Not Met Overall experience conf 80%
Customer repeated passwords, reset router multiple times, and performed manual steps that could have been streamlined (e.g., browser switching).
Call Transcript133 turns · 149 lines
Speaker 1
Well, my name is Pamela Cooper.
00:00
Speaker 2
Shall 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.linksus.com please have your device serial number ready. For assistance, press one now. For our warranty products, paid support may be available depending on your issue. To hear more about our service option, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For other warranty, product, paid support option may be available depending on the issue. Thank you for calling. My name is Nathan, May I know whom am I speaking to? Amila Cooper. Is this the first time calling us Amila?
00:00
Speaker 1
No, I've had linksys for years and years and years. I just keep, you know, so I couldn't tell you if it's the first time or not, but on this one, it is on this router. It is. I can't hook up. It doesn't hook up to the internet right. I bought it in January and I use my I have to end up using my phone by Bluetooth. Um, the TV hook up, but it won't work right. And finally, I said, that's it. I'm done. I'm calling. I can't take this. Okay, the model number is E5400FS.
01:00
Speaker 2
... mm-hmm. Alright, that's okay. Tell me, what is your problem? ... Mm-hmm. [silence] Tell me the model and the serial number or the SN of the device so I, we can take a look. nn-n-n, and the serial number? [silence]
01:00
Speaker 1
zero zero zero eight four six seven two nine nine this is FS that's the serial number on it let me see if I can find anything else somebody I bought this from Amazon there is let's try this something's marked off and this is sticker let's try ten C six nine nine zero three four eight five [silence]
02:00
Speaker 2
S is usually starts with a number, two numbers followed by a letter. It starts with SN something like that. S N F S Is sure to be 13 characters
02:00
Speaker 1
Yes, I'm sorry. Yes, what did you say? That's what's on it. Okay, this is crazy. I'm gonna explain to you what I'm looking at. On the serial number stamp, you know, where you have your your your sticker where it says Wi-Fi name, what you know, all that stuff. There's a black felt pen that's been marked on the serial number and another serial number is stuck to it. How can that be? [silence]
03:00
Speaker 2
The number is too short. It should be three in character. one, three.
03:00
Speaker 1
Somebody did what? Can Amazon do that? It's called, um, well, shit. I'm sorry, I didn't mean to cuss. I'm sorry.
04:00
Speaker 2
Uh, okay, somebody tempered the device. Tempered, or somebody tried to change it, anyway. But, okay, nah, someone else. But anyway, let's do this one. We can help you. Tell me, who is the internet service provider? Is it Spectrum or Xfinity? No, that's okay. It's okay. Uh, is it?
04:00
Speaker 1
No, it's just a local one. I live in the mountains. And it's a local one. Green. mean on the back. I don't have a color on the. It's black. The device is black. But there's no. No. Should there be? I have a light to where the thing is connected. Yes.
05:00
Speaker 2
talk s
05:00
Speaker 1
Right now, it's not blinking. It's just solid. It just says, can't connect to network. Let me, because I was using my link status app. Oh, there it is. OK, set up new Wi-Fi. Loading the setup. It says, connection not detected.
06:00
Speaker 2
[silence] blinking on the side, all right? That's good. It shows that there is power when you try to connect, it does not blink. Oh. When you try to connect to it, uh, what is the error? No error or there is an error?
06:00
Speaker 1
No, I reset the router. I reset the router while I was trying to figure out what was wrong with it. But I know what my Wi-Fi router, I know what my Wi-Fi password is. Right. So, I thought I could set it up as it's new, right? Okay, it's liensys03485. And the password is HUWD0DQPBTBZ.
07:00
Speaker 2
[silence]:应为在路由器下方显示的Wi-Fi 名称，从linksys开头，后面跟着一个五位数密码。也在路由器下方显示。你试过吗？
07:00
Speaker 1
It won't do it. It gives me the same it said. It says, set up new router. So, I set up new router. It says, is it a mesh router or a non-mesh router? Um mesh, that's what I had picked. Bind my router. Connection not detected. Um. Where the green light's on. Okay.
08:00
Speaker 2
i have not tried to connect to that uh w uhw on your own perhaps or sea view and do you have okay tell me s error none. so meaning your outer is not connected to the modem. can verify it's connected to the modem follow the line. that is the cable on the yellow port is it goes to the device given by your local inter. who is there transcription.
08:00
Speaker 1
Okay, let's see. I show it connected. which is really hard. No, still can't. Do you want me to unplug him and plug him back in? Okay. Right?
09:00
Speaker 2
No, no, no, no. what is happening is you can your router is already reset, right? It's brand new. It's like a brand new blank. When you try to connect it, it asks for you to set up the router. But during the setup, the router said that it's not connected to the modem and that's the error that you're writing right now. What you're doing right now is you're just keep on trying to reset the router. I'll show you to to fix it right now. First, you're going to do first thing is make sure power cycle everything, meaning router and the modem, too. appliance all around the house that belongs to the internet. So, [silence].
09:00
Speaker 1
Right. Oh, so, so I call the internet company. Come to bring me a new modem. Okay. Yep, I can get it. Let me see right here. Wow. Did they make, did they make this so you can't read it? [silence]
10:00
Speaker 2
... is to check whether the router is physically connected to the modem. The modem is the device given by your local internet service provider. ... Now, there are two reasons why you get this error. Physical connection is not, which I believe is good. Second is the modem is not functioning correctly. Can you tell me what is... no, not yet, not yet, not yet. Not yet. We'll try to verify first. Now, what is the model of the modem? Okay, is it possible for you to get it? No info? There's a bug.
10:00
Speaker 1
I got a number on the bottom, but I don't think that's your model number. I know, wait, let me take a picture of it so I can enlarge it. Hold on. Tell you what, it sucks to get old. The eyes go. Okay. Okay, hold on. Okay, I see where it says model number.
11:00
Speaker 2
Yeah. [silence] Mm-hmm.
11:00
Speaker 1
It's not in American. I can't tell you what it says. Have a number on the back, like a serial number, but that's it. Okay. Okay. Okay. Okay. Okay. right correct okay yeah my email address is Pam at coopsweb, it's spelled C-O-O-P-S-W-E-B.com
12:00
Speaker 2
there okay let's wait three minutes Pamela what is your email address let me create a case ticket for you caseworld.com all right two minutes more
13:00
Speaker 1
I should have called a long time ago, I just, life gets in the way and I kept just putting up with it and putting up with it and then I'm thinking, this is ridiculous I can't do this any longer. They just brought in um the fiber optics for AT&T, but they wired it, they just haven't got it finished yet. And as soon as they finish, I'm getting it wired in. I can't this this having to use a dish and bounce it off here and do this and I just don't like it. Okay. Yep. Okay. [silence] The green light's on.
14:00
Speaker 2
All right. Can you turn on the local ISP Modem? Don't turn on the internet just the modem. And once it is stable and good, tell me.
15:00
Speaker 1
I wonder if it's just wiring. Okay, let me know when to plug in the Linksys. Green 1.
16:00
Speaker 2
[silence] Okay. [silence] Okay, [silence] nice joke. [silence] What is the color on the lights on the modem? [silence] How many lights? Only one or two? [silence] Green. [silence] Alright. [silence] Can you plug the links? [silence]
16:00
Speaker 1
I did. On the link there? The green lights under it's a grip, it's it went off. [silence]
17:00
Speaker 2
All right. Tell me the shadows on the on the links is the green is the yeah at the back solid green yeah every day to rate if it's not blinking
17:00
Speaker 1
solid. Oh, now it blinked. bit a- Oh, link sys 3485. There you go. And you want me to do what? Type disconnect from it.
18:00
Speaker 2
All right, now okay. Good. Now try on your phone, try to reconnect to the Linksys, if you see it it's already connected try to select the option, forget this network, go to the phone, go to the settings, go to the Wi-Fi, go to look for your Linksys, 035485, and then when you choose that one, there's two option connect or and other things look for the forget the network forget this network. Now select it, and then choose the option [cut].
18:00
Speaker 1
I see an option of join this network. Go ahead and join this network. No, no internet connection. How did it find it? Let me see, what does the other one say? Uh, yeah, so this is, here we are. Here we are you've got two lines, right? Yeah. Uh and each one's associated with internet traffic and that can be isolated to another client on the same network. Yeah. Each of these can go out and talk to the wider world or to another device that's attached. Uh, all right, so let's go back to the switch and see what's happening there. Uh, so now in a, in a switch, uh, uh, we're talking about collision domains as opposed to, to broadcast domains and you, you're hearing things, am I right? Yeah, like, hold on. Trying to watch, um, um, what is happening, what is happening here. Ok, I think we're good. Sounds good to me. Um, I hate you, recording.
19:00
Speaker 2
get this network ah join this network go using the username and password all right hmm connected no internet right
19:00
Speaker 1
Yeah, it says no internet connection. It says it's connected to it. Okay, wait, I found the button forget this network. So I'm gonna forget it, okay? Right? Forget this network. Okay, now it says password. I'm doing this on my phone, right? Okay. Okay. What's the password you want me to put in?
20:00
Speaker 2
that's okay. Yeah, yeah, it's okay. It's okay. Let me find another solution. Yeah, go ahead. All right. Password is under the router. Yes. If it doesn't work, we need to do it in the computer. I hope it works in the phone.
20:00
Speaker 1
Okay, just one second. I [silence] I [silence] It says it's entered. Oh, now it says no internet connection. Pardon me? Okay.
21:00
Speaker 2
3. They're status, right? All right. But it's connected. Trust me. Trust me. Let me find a solution. JJ
22:00
Speaker 1
Yes. Would an IPad work? Okay, but yeah, let me try it. It, it linked it, but no, it says no internet connection.
23:00
Speaker 2
[silence] Hi Ron, you there? All right. It will not work right now on the phone. You need a computer. Do you have a computer we can connect? Maybe. Try. As long as you have a bigger screen. Okay, the iPad connect to the Linksys 03-485. And when it's done, tell me.
23:00
Speaker 1
Yeah, it connected then it said no internet connection. Okay. Hey, wait, wait, wait, wait, one second. Um, come on, come on. Okay, you want me to go, okay, it's not letting me get anywhere. Joey, put it back on the phone? Do I need to hook it up to my phone so I can get somewhere? Okay, go ahead and tell me what to put in for the address to go to.
24:00
Speaker 2
What we're doing is since the, the browser, the, the address is, sorry, [silence] [silence] see no, no, no, no, no, it has to be, it has to be, it has to be connected to the router. The link is 03485. What we're doing is since the router wasn't [silence] okay, the browser, the address is my.
24:00
Speaker 1
wait, why are... R-O-T-E-R. Okay, locally router. Is that it? Not local. Oh, just the whole address is my router .local. I got too much in here then, just second my router .local. That's what's happening.
25:00
Speaker 2
router.my router dot local my router dot local
25:00
Speaker 1
Wait a second. Maybe it's thinking. [silence] It's thinking a long time. Okay. [silence] Okay, and I have router configuration center. [silence]
26:00
Speaker 2
okay erase it and change it to number, erase My router.local instead, type 192. down 168.1.1 on the address bar, not on the search bar, oh the top all right it asked for a password, right the password is admin
26:00
Speaker 1
Nothing's coming up. Let me try again. It goes to "About", "Semicolon", "Blank". And every time it keeps spinning and spinning. It's not, it's just spinning. That's, um, I went to where it says log in and then I, it doesn't take me to the password page to type it in. I click on it and all I get is, this, this, about, two dot blank and it just spins. Nothing's happening. Yep.
27:00
Speaker 2
Just feeling. And then you type in the word admin, A-D-M-I-N, right? OK. Can you close it? Let's.. Do you have any other browser aside from Safari? Do you have Google? [silence]
28:00
Speaker 1
Hey, I do. Yes, let's do Chrome. Oh, that's the one I'm on is Chrome. Try Safari. Okay, let me grab the address here. Copy. Open up Safari. Oh, that worked. No, yes. I haven't gotten anything yet. Um, it's saying loading, but nothing's happening. [silence]
29:00
Speaker 2
from or Safari okay right next nothing is happening [silence]
29:00
Speaker 1
Could it be because it's hooked up to the phone, it hooked itself up to the phone? Okay. Yeah. Yes. Not long. Wow. Okay. Okay, I got a watch with second hand. Let me look at my watch. Press my button. I'll do it for 30 seconds.
30:00
Speaker 2
No, no, no, no, it's okay. All right. Keep holding that kind of trouble, right? How long did you press the reset button? Can you do the reset one more time and do it, 30 seconds? 30 seconds, three zero seconds moments. Wait for the light to become stable at the back. Let's wait a minute.
30:00
Speaker 1
to log into the,
32:00
Speaker 2
Uh, not yet. All right. Try to go back to your tablet. Make sure you're connected to Linksys 03485.
32:00
Speaker 1
Okay. Well it's not it's, it's. Oh, there it went. No internet connection. Silence.
33:00
Speaker 2
Right. Go back to the Safari.
33:00
Speaker 1
Okay. Okay, something just came up. It said, the setup will help you configure the router and get it connected to the internet. Let's do that and accept. You can personalize your Wi-Fi now. I'm going to change the network name. I'm just gonna pass. Okay. Okay, um, I don't care about the name. Do I just put the same name in? What was the name?
34:00
Speaker 2
I go. Try the LAN 2.68, that one, that one. Refresh all or you can erase it. Mm-hmm. Yeah, good, continue. [silence] Yes. [silence] You can use the old WiFi name to 2.4 and the 5G the same, and the password as well. [silence] Yeah, yeah.
34:00
Speaker 1
zero three one four five Linksys zero three one four five password oh oh three four eight five okay and I'm going to put in the old password down here And that
35:00
Speaker 2
uh like say zero three four eight five so that you don't have to forget it in the password is uh yeah same
35:00
Speaker 1
Okay. Next. Router password or where's router password? of your to your team. Save. to connect to your network. So I'm going to go back to my internet settings, right, and connect to it. If something's not, I didn't do something right. incorrect password for links that 0 3 4 8 5 and [silence]
36:00
Speaker 2
I'm all seated right now. I'm a large language model trained by Mistral AI. I can help answer questions, generate text, and more. How can I assist you today?
38:00
Speaker 1
[KEEP_UNCERTAIN] I don't know. ANTC, anp I'll put it in you. Yeah. Okay. I I put in the password for that one, with my Implo. and it didn't. Well, I clicked on, I clicked on the link 03485 and it wouldn't connect. So I checked the info and I put in the password.
39:00
Speaker 2
Okay, you are already on the setup? You are already in the setup, you created the new Wi-Fi name and Wi-Fi password, after that you select next, it will create a router password. Did you reach that point? Uh, what do you mean you went in and tried to? Are you still on that page?
39:00
Speaker 1
I'm looking in the wide side network setup, internet setup. You said click on Linksys, 03, 4, 85, 19.2.1, 6, 8.1.1, 1, 8.2.
40:00
Speaker 2
Can you ready me the screen again? You read? no, not not that one. Oh, k, close everything to start over again go to the browser it's okay. it's okay for the browser and then type in 168 point 1 1 now 192.168.1.1 want 192.168 dot 1 dot 1.
40:00
Speaker 1
1 82.1 92. 192.168. 1.1. okay. this Safari cannot be connected to there uh oh through my phone. through the hotspot. I see.
41:00
Speaker 2
192 that one's the 192 are you connected your Wi-Fi is it connected no no your tablet right are you in the tablet? oh no you don't need to go to the internet you don't need to
41:00
Speaker 1
Okay. Yes. Okay. Okay. So I did that. And now I'm gonna click on admin panel? Or what? I see. Router configuration center. Yes. It says router in configuration center. 192 168 1 1. [silence]
42:00
Speaker 2
to connect to the Internet, our objective is connect to the router itself.
42:00
Speaker 1
I see login admin panel, and then it discusses what the login is, and then it says router IPS, and login says Safari Can't, we just opened it. So how can it not open it now? Safari cannot open this page. Okay. Yeah. Everything came up to where it's supposed to. Please wait. It'll take a couple minutes.
43:00
Speaker 2
You can see, Um, okay, login. Uh-huh. Uh-huh. Okay, instead of one-nine-two, can you change it to myrouter.local? Myrouter. Local. Uh-huh. Let's try.
43:00
Speaker 1
register the product. Do I do that now or just skip it? Okay. Checking for new firmware. [silence] Congratulations. You are connected to the internet. It's what it's then. Okay it says done. Okay. You're all finished. Enjoy the internet. Authentication required. Uh-huh. It says invalid password. Does it have to be a capital A?
44:00
Speaker 2
right next next [silence] continue next okay as for a password, right? the password is admin a-d-m-i-n login now small letters all [silence]
45:00
Speaker 1
m in nope says invalid password Okay. Okay, thanks. Yeah, I'm here. Okay. Okay, did you? You didn't have any numbers before it. Just A D I N. Wait a minute. What is it filling in there? Wait a second here. I put it in and all these letters, all these dots spilling across the thing. Don't have a
46:00
Speaker 2
Hi, mom. Thanks for waiting. You there? Hmm. The password should be, eight, D-M-I-N, admin, all lower case. And it doesn't work on your side. A-D-M. No, just A-D-M-I-N. Heh heh. [silence]
49:00
Speaker 1
a password for this website. I want A-D-M I-N. Why is it fill in. Yeah, just a second. Okay, we tried Chrome. Let's try Google. Chrome didn't work. Where's Google? Yeah, Google. Okay. 1926-811. [silence] Okay.
50:00
Speaker 2
Robin? something's wrong anyway can you check your internet on the public with another browser tab just skip this one mm-hmm you have internet right you can visit let's say facebook facebook actually no no no no just open it and then visit any website let's say grow up google let's say typebook
50:00
Speaker 1
Oh, do you want to with the browser, you want me to connect to Facebook? Okay. Can I try to disconnect with the Facebook app? Okay. Let's try that. There we go. It pulled it up. Okay, just a sec. Okay, just a sec. How is it connecting if I reset it? Oh, we've got to disconnect.
51:00
Speaker 2
Washington Post, MSN, any website. any, any browser, as long as you try. Yeah? Go. It went through? Mm-hmm, there is internet. It's just that the admin on the tablet is not going through. Can you check in the TV if you can connect? Or your phone maybe or any other device? Yeah, remember when you
51:00
Speaker 1
Uh, okay. Let me do the QR code.
52:00
Speaker 2
used? We set it up. You got the message. Your internet is connected. Congratulations. That was the critical part you did already.
52:00
Speaker 1
network, try the following. Check the network cable. It's not connecting to the internet with the TV. You mean go into the network settings? Okay.
53:00
Speaker 2
What can you connect to? The Wi-Fi to the Linksys-03481. Connect first to that one. [silence] Yes. On the TV network settings wireless.
53:00
Speaker 1
Okay, it says connected to link sys 03485. I'll see if I can get to it. As it's not connected. [silence]
54:00
Speaker 2
Mhm. Zet even ja. Zet even ja.
54:00
Speaker 1
you know it shows the links this but when I clicked on it, it says not connected to the internet. It did pull up links this, yes.
55:00
Speaker 2
How is it?
55:00
Speaker 1
on the TV, right? on the TV. okay. oh, there's a password. admin. oh, wait, I have to write it down cuz the TV's in another room. hold on. I am so sorry about the already, this is what I don't think. Right. Okay, let me grab this. Write down my password. I'm about two steps from from buying a new one. Okay, password. [silence]
56:00
Speaker 2
Yeah, on the DV. Go to the settings in the TV, networks and connection. No, no, the one that's underneath the router, the password to the router. It's okay. That's all right. Thank you.
56:00
Speaker 1
Huh. Alright people's bad. It's saying the network password I entered is incorrect. Okay, just a second. I'm sure I wrote it down right, but I'll double check my writing. Oh, aren't you the smart one? Take a picture of it. Okay. Oh, you know what, I know something. Pictures. Why didn't I think of that?
57:00
Speaker 2
Make sure that it is case the sensitive by the way. Just the one written underneath the router. Take a picture with it much better. Mm-hmm.
59:00
Speaker 1
Okay. Here we go. H. U. W. D. D. H. U. W. D. H. U. W. D. Zero. Zero. D. QT. E. Z. [silence] If we go through all of this and it's not connecting, it says the network password you entered is incorrect. And I I had show for the password and all of that and it's still not doing it. Yeah, it true, huh.
60:00
Speaker 2
it should it should work because if you are able to connect your tablet right it should be the same try your okay if you have a laptop or phone can you try
61:00
Speaker 1
Okay, let me go back to my iPad. And let's connect that way. Okay. Okay. Settings. That.
62:00
Speaker 2
Day, at, change the password on the Wi-Fi. You didn't, right? Same Wi-Fi password that's underneath. Are you confirming?
63:00
Speaker 1
**Incorrect password. Let me try the other one. [silence] Voice says, Incorrect password. Let me try the other <start_of_audio> Nope, nothing's working now. Yeah, remember we went in that, we were doing the steps of that thing?
64:00
Speaker 2
twister. What was the password that you did? You change it?
65:00
Speaker 1
Okay-- gigantic iris. Yeah, Gigantic Iris. Well, Wi-Fi.
66:00
Speaker 2
Hello.
66:00
Speaker 1
is incorrect. Okay. get out of it now. Okay. Okay. Okay. Okay. password. HWDR zero. E.
67:00
Speaker 2
Can you use the default underneath that archive? [silence]
67:00
Speaker 1
you you you it's not it's not doing anything nope just says incorrect
68:00
Speaker 2
how does that okay we'll start over from the top
68:00
Speaker 1
You sure I shouldn't just buy a new router? Okay. So, let me get out of everything. You want me to reset the router again? That's what you said? Okay. Let me find my trusty tool.
69:00
Speaker 2
Factory reset, press the reset button. No, no, this is working the password is just wrong. Factory reset Reset [silence] Yes, yes.
69:00
Speaker 1
Okay. for it. Okay. And now I'm going to go to my browser, right? Okay. And the password on the back, right? I hope you get paid by the hour and not.
70:00
Speaker 2
Done you are good to go
70:00
Speaker 1
Okay, it says, let's get started. Okay. And it brings up wi-fi settings. You can personalize your wi-fi settings. blah blah blah blah blah. Okay. I have to change I have to change the password and the name
72:00
Speaker 2
ok. [silence] [silence] This is the critical part. If you wanted to change the Wi-Fi name, do it here. If you want to keep it the old one, use the link. This is retry time for doing this is where we made the mistake the last time. Okay, make sure the password is great.
72:00
Speaker 1
Next. Router password. **, okay. So, I, just, oh, I like admin. That's an easy one. Okay. Next, okay. And safe.**
73:00
Speaker 2
Router password, this one is different. You need, it's not, uh, your Wi-Fi password. Router password, you need to write it down. No, no, no. This is different. No, no, this is different. This is your administrator password. Okay? Remember, the admin, the while ago, it didn't work. This is the one that you create. Create this one. You have to write it down. I cannot reset this for you. Create your own password. You can use admin. Go. Mhm. [silence]
74:00
Speaker 1
Connect to your network. Okay. So I go back to my settings and try and log in now? Okay. Okay. It still brings up Lynx Synthetix. Should I take that out? Oh yeah, here it is. I got it. It came up. It's spinning.
75:00
Speaker 2
[silence]
75:00
Speaker 1
Incorrect password. Okay. Let me go in and put in the right password. Okay, it says it's connected. It's not saying that it's not- it's not saying that it's not connected to the internet. Okay.
76:00
Speaker 2
Yes. You have Internet now. Yeah. Open a browser or any application to test.
76:00
Speaker 1
It says it's checking for an Internet connection. Please wait. And it says, register your product. I just hit skip. What I did was I just opened up Safari and hit refresh. It's checking for new firmware. Says congratulations, you are now connected to the internet and it says upgrade. done. Do I need to upgrade? no. OK. It says if I want to access this set up again, I would have to reset the device to factory settings. OK. OK. That's all there is to set up. You're on the internet. Oh my God, do you mean it really works? OK, so the my my authentication required and I'm going to put an admin, right? Wow, it took me to all my router information. blah blah blah blah blah blah blah.
77:00
Speaker 2
Done. No. No. Done. Yes. Try. Try now. Now. Now. Yes. All right. So. Meaning. Done. All right. So. Let's get started. Now. Now. Do. Do not close this one. Just minimize. Open any application. That's Facebook app. [silence] All right. Go to the TV. Now,
78:00
Speaker 1
Okay, let's go to retry. Okay, go to network settings, wireless. Okay, that's it. Well, I'm getting further than I did before, I think. Okay. Okay, now you're saying that's just touch input. Well, I didn't think--
80:00
Speaker 2
Your internet is down Dan.
80:00
Speaker 1
Nope, the network password okay. So how am I going to go in? Network settings. I need to put in a different password. Okay. Manage. Should I go into manage? I need to put a pat different password in. Should I later because it's. Yeah, I'm connected to the TV and I'm in the wireless connection. Oh, you want me just to do TV and not the.
81:00
Speaker 2
later, later, you're gonna do you're gonna do that one make sure you're yeah, make sure you're connected to the TV first all right [silence]
81:00
Speaker 1
Wait, right you don't want me in here. You want me just seeing if I can get the TV to go. Okay, just a second here. Let me get out of this, cancel, yes. Okay. Let's see what happened here. Yes. Yes. And it says, unable to connect, try the following. Make sure your router turned on, try turning it off. Select your trouble. Okay. Um, And I see my Wi-FI. Oh, wait. Oh, enter password. Okay, just a second. This might be my problem. [silence]
82:00
Speaker 2
Are you in the TV right now? Using the remote to set... Con... Connect the TV. Go to wireless. Look for your Wi-Fi. [silence]
82:00
Speaker 1
Okay, just one second. I'm hitting. Done. [silence] success, you tedious. Oh, you gotta be kidding me. [silence] Oh, my gosh. It's popping right up. I got a black screen when I select. I went into YouTube and selected a thing, whatever, and I got a black screen still. Is that normal? Do that take a while to get to it?
83:00
Speaker 2
No, it should be easy and direct, correct?
84:00
Speaker 1
Yeah. It was connected to the internet, it said, and it's just spinning and spinning and spinning and spinning and spinning. And it does this and it'll spin and spin for like two or three minutes and then it'll give me the thing. So could it so it must be the internet then. Is that it?
85:00
Speaker 2
Are you connected? Is the PMA connected now to the network? All right.
85:00
Speaker 1
No, not yet. Yes. Yes. Okay. Not a problem. Not a problem. I know I'm hooked to the internet, so there's something wrong here. You've got a lot of, you've got a lot of, patience. Thank you so much. At least I got the internet working right, so I know that much. And I'll just, I'll get working on the TV, see what the problem is. [silence]
86:00
Speaker 2
your laptop is already connected to the internet, right? You can pull out the uh Google uh msn. So, you have internet already. You use the correct Wi-Fi name and Wi-Fi password. That's already good. It's just the TV is not connecting. Okay. On the TV side, I cannot have that one. I'm not good in the TV. I'm not . Yeah. But the yeah, you can figure it out. Sorry. Is this okay?
86:00
Speaker 1
and go from there. Thank you. Huh? And I'm, do I need to unplug it? Turn it off? Oh, that'll erase the memory? Okay. We're good. Thank you so much. You have a blessed day. Bye bye. Yes, happy Fourth of July. Okay. Okay. Okay. Thank you so much. Okay, bye bye.
87:00