V2 Rubric Detail — 133d7f12-7722-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 20:59
Duration
62m 30s
Contact
David Reyes
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135846
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 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.1% (-22.9)

V2 Grader Summary

The agent failed to resolve the no-internet issue and provided technically inaccurate guidance, specifically regarding LED colors ('hot pink') and reset sequences that contradict the KB. While the agent attempted basic troubleshooting and the 5-press method, they failed to escalate a persistent hardware-like failure and ultimately suggested the customer purchase a new router. No critical compliance failure was observed to trigger auto-zero.

V1 Case Analysis

Customer (MR8300) reports no internet despite solid blue LED. Agent performed multiple resets, attempted 5-press method, gave incorrect LED guidance, offered paid support, and suggested purchasing a new router. Issue not resolved.

Troubleshooting Steps
  • Hard reset using pin/paperclip
  • Attempted 5‑press reset method
  • Guided to access router web UI (192.168.1.1 / myrouter.local)
  • Power‑cycled modem and router
Key Observations
  • Agent gave multiple materially incorrect technical instructions (LED behavior, 5-press method).
  • Agent pushed paid-support without confirming warranty or collecting required device details.
  • Customer lacked equipment to test the modem, but agent did not provide a clear alternative path.
  • Communication was unclear, with filler, misgendering, and poor empathy.
Positive Highlights
  • Correctly identified the router model (MR8300) — [02:00].
  • Performed a hard reset and power-cycle as standard troubleshooting steps.
  • Correctly guided customer to check modem status and consider direct testing — [35:00], though execution was flawed.
Agent Errors / Gaps
  • Incorrect description of reset LED sequence (solid purple is not a valid state) — [04:00] 'wait for it to blink blue and turn to solid purple'.
  • Mis-described the 5-press method as 'press and hold the reset button five times' — [12:00] — this contradicts KB which specifies five quick presses, not a hold.
  • Used 'ma'am' for a male customer and showed lack of empathy — [00:00], [01:00], [48:00].
  • Provided confusing IP address instructions — [21:00] '2192.168.1.21' — which is invalid.
  • Did not collect serial number or verify warranty status before offering paid support.
  • Repeatedly suggested steps that had already been tried without confirming outcomes.
  • Incorrectly claimed the router would show solid purple after reset — no MR8300 firmware version or state supports solid purple LED.
  • Failed to recognize that the modem's blinking blue/white light (Spectrum) indicates provisioning failure, which should have prompted ISP escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call without internet; agent suggests buying a new router instead of resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through reset, 5-press, and modem power cycle, but troubleshooting lacked logical flow and failed to isolate the issue.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged OOW status but continued troubleshooting; however, did not fully apply best-effort standard by prematurely suggesting replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (no internet, LED changes) and asked about model, but did not systematically test WAN link or verify physical layer.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools used (e.g., remote session, log capture); relied solely on verbal description despite needing WAN confirmation.
T3 Not Met No misinformation conf 100%
Agent provided contradictory and non-existent LED states ('hot pink') and incorrect reset behavior (waiting for 'solid purple' after reset), contradicting universal_factory_reset.md and ax_maxstream_wifi_connectivity.md.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent attempted to guide but lost control during LED confusion and repeated loops; maintained basic structure but lacked crisp transitions.
C2 Partially Met Confirmed understanding conf 70%
Used some plain language (e.g., 'plug in'), but repeated technical terms like 'status below with your Wi-Fi name' without checking understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on call and attempted troubleshooting, but pushed paid support and shifted blame to customer for lacking test device.
O2 Partially Met Proactive follow-through conf 75%
Suggested borrowing a device and calling back, which is a path forward, though vague and dependent on customer effort.
O3 Not Applicable Closure confirmation conf 100%
No prior history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Issue involved persistent hardware-like behavior (flashing lights, no WAN sync); warranted escalation to engineering via 5-press or RMA path, but not initiated.
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 apologized once and acknowledged difficulty, but tone remained procedural; did not explicitly recognize repeated effort or frustration.
X2 Partially Met Tone & rapport conf 70%
Attempted to adapt by repeating instructions, but failed to simplify when customer struggled with web UI and IP entry.
X3 Partially Met Overall experience conf 75%
Avoided re-asking model number, but required customer to perform complex manual steps (reset observation, IP entry) without offering agent-side alternatives.
Call Transcript110 turns · 117 lines
Speaker 1
Yes, ma'am. I called a few minutes ago about having a problem with my Lynx router.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linxys linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-w Warranty products, paid support may be available depending on your issue. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of Warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Virginia. How can I help you today?
00:00
Speaker 1
Mm-hmm. It's uh, it's not connecting to the internet, even though I- even though I have a steady blue light. yes, Sam. Yes, Sam.
01:00
Speaker 2
[KEEP_UNCERTAIN] Okay, so let me just check so if you have an existing record to pull up, okay? What seems like the problem of your Linksys device or Linksys router? What is the problem of your Linksys? Linksys router? Okay. Now, before we proceed, uh, let me just verify if I'm talking with David. David Reyes. Okay. Now, before we proceed um, David, let me just confirm your Linksys router is an [silence].
01:00
Speaker 1
8300 b11. Well.
02:00
Speaker 2
MR8300 V1 I'm okay that's good now I would like to set an expectation also that it indicates in our system that this device is no longer under warranty and I really apologize that live support is no longer available however we have paid support so I can still assist you figure out what's really going on with your Linco's product but then you need to pay $15 and it's good for 60 minutes of troubleshooting but of course if you don't want to proceed with the paid support I will send our Wi-Fi fixed series guide that has a quick and easy solutions for common out of warranty issues that many customers [silence]
02:00
Speaker 1
Um, I mean, but the blue light should be mean that it's on, right? I mean, okay. okay okay yeah I I've already i've already reset it and
03:00
Speaker 2
ummers find it helpful Thank you yeah it's certainly but do you are there um scenarios that that device might have some problems yeah it's certainly but do you are there um scenarios that that device might have some issue so there are some instances where the router that even if the soul blue button might have a problem so this time you can proceed to reset the router and set up it but if the device will not restrict it's possibly defective so I sent the article to your email you can check that once sir so downlaw your free guide here and make sure to reset the router and set up set up it again
03:00
Speaker 1
It still doesn't, it acts like it wants to come on, uh, and then it just doesn't work. Okay, okay. Okay, so when I do a hard reset, when I hold it down. Okay.
04:00
Speaker 2
Okay. You can use a pin or a paperclip to do that and observe for 1 minute. For proper reset sir, make sure the light blink red, goes off, turn to solid blue. And when it turn to solid blue, that's the time that you release the reset button and just wait for it to blink blue and turn to solid purple. It is actually indicated on the video. Yeah, but since you are going to perform a hard reset, make sure to use a pin and a paperclip and make sure to observe the light behavior. Yes. As what I mentioned earlier, it is actually indicated on the free guide that I sent you, particularly the light behavior. [silence] Yeah, but of course, let's just proceed to reset the router, because by purchasing the service, you need also to agree that it's one-time, it's non-refundable technical support, session lasting up to 60 minutes. So if we're unable to resolve your issue or determine that your product is defective, no refund or replacement will be issued. And this paid service is for troubleshooting only and does not include any follow-up sessions. This time, can you please press and hold the reset button of the router and describe the light indicator. Keep on holding it. They keep holding.
04:00
Speaker 1
Tanner down and it was blinking red until it starts blue and I let it go. Yes. no, it's not, no, it's not blinking. Yes, it's blinking blue. Okay, it's still blinking blue.
06:00
Speaker 2
it blinked red went off and then turned to solid blue and right now it's blinking blue ok let's go and wait for the light ok let's go wait for the light to turn solid purple [silence]
06:00
Speaker 1
Yes, yes ma'am. Now, it turned red.
07:00
Speaker 2
And make sure this router is plugged in directly to Evolve outlet. Red or purple? Hot pink.
07:00
Speaker 1
[silence]
08:00
Speaker 2
Okay. So if you don't mind, sir, can you please use a pin or a paperclip to press and hold the reset button? Yeah. Okay, and you're currently using a pin to press and hold the reset button, right?
08:00
Speaker 1
it. is it is blinking blue okay, now it's a solid blue do i let it go
09:00
Speaker 2
Not yet. OK, release. So the light Blink Red went off, turns blue, then blink blue. Yes. [silence]
09:00
Speaker 1
It's still solid blue. No. Now it's, now it's blinking blue again. Yeah, it's uh blinking blue. [silence] You still blinking, blue. OK. Okay. Yes. Now it turned solid red.
10:00
Speaker 2
keep on observing it. It might take time. But, um, I would like to set an expectation, sir. It is not normal. It is actually worth saying. Uh, particularly the light behavior, when you press and hold the reset button. Did you both this device a couple years already? I see. Is it solid red? Hot pink?
11:00
Speaker 1
It's red. Okay. Okay. [silence] Okay. It's still red. Oh, now it turned orange. Now it's like orange. Yeah, it's blinking. I've never seen this color before.
12:00
Speaker 2
OK so let's just try to set up. 25 using five press method. OK, this time gently press release the reset button five times within five seconds. Not too slow, not too fast. blinking. OK keep holding. Oh sorry, not holding but keep observing it for three to five minutes.
12:00
Speaker 1
Now it turned. Now it turned. It blinked blue for a minute for 1 second and then it turned back to red. Okay. Yes, but it's still red. do I need to do
13:00
Speaker 2
So just turn to solid red. Check if the SSID or default WiFi name of this router is broadcasting. Your Wi-Fi names commonly start with Linksis since you reset this router. Set back to its default name and password. What is the default name or the default WiFi name of the router?
14:00
Speaker 1
On the the Mac address Wi-Fi name is sunny underneath underneath the router. I I don't see a default name. What's my name? I I see I see. Oh, oh. Yes, it's Linksys set up 900.
15:00
Speaker 2
labeled on the bottom. [silence] no WIFI name. No no no, it's back to default name sir on the bottom. [silence] Check that. Check that information. Yeah. [silence] WIFI name. [silence] Check your WIFI name. It's linksys, start with linksys. Okay, is it detecting on the network list?
15:00
Speaker 1
I'm sorry. [silence] Okay. [silence] Hold on. [silence] Yeah, I see the 0900. [silence] Okay. [silence] Okay.
16:00
Speaker 2
Is it detecting? [silence] then go to your Wi-Fi setting, check your available network. [silence] Okay, can we connect to that? [silence] Select that Wi-Fi name and input the default Wi-Fi password underneath. [silence]
16:00
Speaker 1
I went to that Link 60900.
17:00
Speaker 2
So you're connected. Is that the computer? Do you have a computer or a laptop near you? Okay, connect your laptop. Okay, connect your iPad. Make sure to select the Wi-Fi name and to enter the Wi-Fi password underneath of the router. [ silence]
17:00
Speaker 1
Yes, it it's, I mean, I don't have no internet connecting.
18:00
Speaker 2
And what is yours? Is yours connected? No internet connection. Secure no internet connection. Yeah. Even if you don't have internet connection, sir, as long as the SSID is broadcasting, you can connect with that. All you need to do is to select your Wi-Fi name and enter your Wi-Fi password to connect, even without an internet connection. [silence]
18:00
Speaker 1
My password under, it, it, it has, okay. It's grayed out. It doesn't let me on the Linksys setup 900. Uh, when I go to password, uh, I put my, uh, uh, it already has a password already there for me. It's not, not the one that I chose. Where it says Auto, uh, Oh. But if, it's, it's not picking up my. Oh, okay. Hold on. Let me, uh, uh,
19:00
Speaker 2
Do not connect automatically. If you are, if you are, if your option is you are able to connect automatically sir, it will not ask for a security key or wi-fi password. Okay. As what I mentioned earlier sir, since we reset the router, it've back to its default name and password underneath all the configuration was erased.
19:00
Speaker 1
Let me try to get my information out Okay [silence] You know what? It won't, it won't let me do um, it won't let me hit my, it won't let me put my password in Yes, I I'm connected to the link setup 0900. Okay
20:00
Speaker 2
are you connected automatically okay can we try to open a browser then on the address bar type 192.16
20:00
Speaker 1
198 I'm sorry, can you repeat that again? 192 192, okay. one, six, eight, dot, one, dot, one, 192 one, six, eight, dot, one, dot, one, [silence]
21:00
Speaker 2
092. 168, 2192 . one, okay, 2192. 168. one, two one, okay.
21:00
Speaker 1
it it I'm sorry it the thing is 192 192.168.1.1 it says that Safari can't open this page the err was interrogation failed because the request was for an HTTP URL with HTTPS only enabled my router dot local
22:00
Speaker 2
Now then enter. Yes, 168.1.1. How about my router. local? One word. Yes.
22:00
Speaker 1
Okay, it says, uh, download the, uh, Linksys apps for setup. Okay. Uh, put my email address. It's asking me for, uh, sign-in. Linksys, smart sign-in. I did. I took the picture of that and it, and it sent me to the, Linksys smart, young.
23:00
Speaker 2
click the picture of the two phone now, click the picture of the two phone it'll ask you to access your router, will you click the picture of the two phone? [ silence ]
23:00
Speaker 1
It's still the same. It's uh link city set up 0 900 uh 900. Sorry. Okay. [silence]
24:00
Speaker 2
So, check your network status. [silence] Try to log in. [silence] Try to log in.
24:00
Speaker 1
It's saying, it says it's signing in. There was an unexpected error. Uh, there was an unexpected error communicating with the linkik smart Wi-Fi device. Try again later when you have an internet connection.
25:00
Speaker 2
So we're able to log in. Okay. Are you really connected with your links to your router? Or check your status. If it shows secure, no internet connection.
25:00
Speaker 1
He has no internet connection. It says, um, okay. Yeah, it says that on the Linksys setup 900, it says, no internet connection. For now, it's not, it's not even, it's not, it's not picking up my, my Wi-Fi. You know, link.sys make sure that my Wi-Fi's on. Okay, and I go ahead and restart this thing to you again. I'll see what it does.
26:00
Speaker 2
As it shows secured, no internet connection. Uh, is it shows secured or connected? Check the status below with your Wi-Fi name. Okay, try to forget the network and then connect it with your default name and password. Forget the network because it's all ready red. It doesn't receive. Can you please power cycle the modem and the parent node wait for plug the power adapter of the modem and the router wait for 30 seconds to plug the power back.
26:00
Speaker 1
I I just I unplugged them both of them and I plugged in the modem first and then the router hold on okay I unplugged them let me know when you want me to plug them back in do I plug in the the modem or the router first okay okay I'm plugging in the router router is plugged in
28:00
Speaker 2
OK, so our both devices, both unplugged. OK, we need to wait 30 seconds to one minute here, to plug the power back, as what I mentioned earlier. And you need to plug the router first. Router.
28:00
Speaker 1
Modem is plugged in. Yes. Yes, it's plugged in.
29:00
Speaker 2
you be the modem. And let's just wait for both devices to fully boot up. Check also your physical connection. Make sure the internet cable is properly plugged in from the modem to the internet port of the router. [silence]
29:00
Speaker 1
My My router is on and the uh My modem is blinking red. But it did, it did pick up the link set up 0 900 and that also picked up the link set up 900-SCSCS. On the router, I got a um two blue lights. I got, it, it says that it's online. Yes, ma'am. But it's blinking white. Okay, the the the, the online, now it's solid blue. Now it
31:00
Speaker 2
[silence]
31:00
Speaker 1
It's blinking blinking. It's blinking blue and white. It keeps coming on and off. On the router, it keeps like it's online and offline online and offline. [silence] You're still doing the same thing. Yes, my, my, uh, my motor, uh is, uh, the online, uh, button, or I, I, it's, it's, I, I get a blue and white light blinking blue and white. My router is solid red, red light. I mean, my, my router, um, my router is the the blink and white and blue. And my motor. I mean, I'm sorry. I, I can get confused. My motor is the one that is blinkin' blue and white. My router, uh the ones is hot rod.
32:00
Speaker 2
"The net is still blinking. How about the router?" [silence]
33:00
Speaker 1
Okay, no, I'm still doing the same thing. Yes, on my modem, no, on my Linksys router it's solid red. [silence] my modem, the online indicator is going blinking blue and white. No, man, I don't. But I called, I called them and they said that everything, it's a Spectrum, it's a Spectrum modem and they said everything checked out okay on their end. Uh, just my TV, my TV.
34:00
Speaker 2
How about your modem? OK, this time do you have a device that we can use to wire directly to the modem? Like a computer, a laptop that has Ethernet port, because it seems like your modem is having also an issue. It keep on blinking from white to blue. OK, another end, remote sir, how about physically to wire a device directly to it? Try to connect your television directly to the modem and check if it goes online.
35:00
Speaker 1
I don't have, it's it's it's hooked up directly to the TV and and I I don't have no internet. I believe so. I'm not. Yeah, that's apparently phone.
36:00
Speaker 2
Okay, so your television is connected directly to the modem. Can we double check? [silence] So kindly wire the device directly to the modem. [silence] Will you be able to provide a...
36:00
Speaker 1
yes uh yes yes man it's uh it's uh i got a serial number I don't see a model number nowhere in the bottom I see a serial number a CM Mac number a Mac number made in the philippines uh but I don't see a model number
37:00
Speaker 2
Model number of the model. Okay. Can you please provide the model number? Okay. Okay, there's something you cannot provide a model number. The modem. How many ports do you have with the modem?
37:00
Speaker 1
How many ports? [silence] Uh, I'm not sure what you mean by ports. [silence] It's a it's uh, [silence] uh internet ports? [pause] It just [silence] it just one? Uh. [silence] And then it has uh two voice ports. [silence] Just one? Uhhm. [silence] Yes, ma'am. [silence] No, I don't.
38:00
Speaker 2
Mhm, Ethernet port, I just need Ethernet port? How many Ethernet ports? One? So, it's a plain modem? Do we have the option to wire the television directly to it? Yeah, because if the modem have internet connection, sir. But then the Link Stratoudre is solid red. It means it doesn't receive any internet coming from the modem. So, we really need to wire a device directly to the modem to verify...
38:00
Speaker 1
I don't have I don't have anything I can wire to uh have a laptop, but that's it doesn't have a uh internet connection to it. I don't have anything else. Do I do I reset um the modem I mean the router. The modem. Yes. Let's see, no, I don't have any internet.
39:00
Speaker 2
Sorry, if it really provides internet connection. We've already tried to reset the router and it's still solid read. Now kindly try to access the web interface again use Google to do it. But make sure your iPad is connected to your old network. Do you have Google in your end? Okay, open a Google Search as the 196. It's even if you don't have internet connectivity. So try to type in the command search. Using 10 digit IP address.
39:00
Speaker 1
here I put one nine two dot one nine two I tried that one nine two dot one six eight dot 1.1. enter okay so this kind of a pretty good setup but this uh let's get up do I run and download the link six app.
40:00
Speaker 2
Connection. You can still able to access the web interface of the router to figure out what's really going on and that's what they're trying to do. Okay. Open a browser search Google. Then on the address bar kindly type 192.168.1.1. Okay. Click the image or picture. Oh. Log in. You're not going to see anything. But you can click log. The.
40:00
Speaker 1
Oh, the picture of the phone? Okay. Okay. It says internet connection is down. Yes, yes, it says access router, you are it's my email address? Okay, and where it says access router says router password. A, D, M, I, N, okay. Sign in. Okay. I'm there
41:00
Speaker 2
of that yeah okay now can we admin can we try to use a lowercase admin admin can we use your default admin password sure admin all lowercase yes what is your network status yeah
41:00
Speaker 1
It says no internet connection. [silence] I'm see where is troubleshooting. [silence] Device or [silence] Troubleshooting. Okay. [silence] Uh, on status it says uh, I don't see it. [silence] I see uh, uh, [silence] Troubleshoot. I don't see it. I see refresh. Open. [silence]
42:00
Speaker 2
Okay, now go to troubleshooting, trouble shooting and then click report below status. Yes, click on status, sir, below there's two options, devices, then report. Click report, it's very clear status devices. Report.
42:00
Speaker 1
Andrew, in browser, print debug. When I hear the troubleshoot, okay. Status, okay. Status. Okay, okay, I see it now. Report, okay. All right, I see. Okay, December. It's January 1st, 2010, 0406. Yes, January 1st. 10. 210, 1:08.
43:00
Speaker 2
Troubleshooting status, then report. Can they provide afford version of the router. It's 1.10.2.10816 [silence] Okay, I'll scroll down slowly and then look for the internet connection IPv4. we don't here for at your IP. Don't fully scroll down to the very bottom.
43:00
Speaker 1
okay, port Internet one gigabyte it uh It just says sports internet. Uh, where is that? [silence]
45:00
Speaker 2
So in line with the internet, the X mark is located in to one gigabit per second.
45:00
Speaker 1
Internet Exmark. I I don't see it. It just says um 5 GHz wireless network uh 2.4 GHz wireless network DHCP server. I'm still I'm understatus. Yeah, okay. I see port. It says internet. That's all it says. And it's uh, yeah. There's one 1x mark under one gigabyte. [silence]
46:00
Speaker 2
In line with the Internet server is that ex-m-m-o-r-m. Okay, where are you? Sir, scroll down on the very bottom. Look for port. And there's no X in line with the Internet. Okay. Now, we already power cycle the modem and the router. Reset and set up it again. Okay. When we try to access the web interface, it shows no internet connection. So it doesn't receive any internet coming from the modem. We check the network status is automatic configuration mode.
46:00
Speaker 1
Well, that's the problem. I don't have anything to hook up to it. So basically you're saying that the Linksys Sync router is okay?
47:00
Speaker 2
and there's no information displayed for your internet address, which means that the router itself doesn't provide any internet connection from the modem, right? Since the Linksys router is dependent to the modem who provides internet connection, and your ethernet cable's there, since there's a X mark located into 1 gigabine per second. Now, our next option is to wire a device directly to the modem to test if the modem have internet connection to gather some information from the modem which we can use for advanced troubleshooting. Yeah, because we already tried to do everything that we need to test the router. How about the modem? Yes, that's right.
47:00
Speaker 1
from the from the modem from my modem okay well let me let me call yeah yeah but yeah I don't have I don't I don't have anything I can hook up to it [silence]
48:00
Speaker 2
Okay, since we can connect to it, the SSID is broadcasting but then the problem is that it doesn't receive any internet from the source from the converter registered modem. Yeah. That's why we need to, yeah, because that's why we need to secure. Yeah, if you already called spectrum, sure, but better for you also to secure a device to connect directly to the modem. [silence] Because they just try to check that remotely without any physical test. [silence] Because we need also to gather the MAC address, while connected a device to the modem for advanced troubleshooting because we already tried to do everything for the basic troubleshooting. End of Audio
48:00
Speaker 1
Well, I guess I'm dead in the water because I don't have anything I can hook up to it. Okay. All right. Well, but I lost, it won't pick up my, my, my old router name and my password, right? Since we re-set everything.
49:00
Speaker 2
Shooting, but we need to forward with the advanced troubleshooting, and we need the information from the modem. Yeah, but you can feel free to call your internet service provider, sir. But as what I mentioned, if the issues continue, it's better to secure a device. Maybe you can borrow it from your friend, and then you can call us back next week. Yeah. But then if you're able to access the internet, you can just go to wifi settings, and then links to smart wifi tools. And then we can retrieve, recover your wifi name and password as it was. So go back to the links of smart wifi.
49:00
Speaker 1
go back to Lincoln six tools. Hello. Hello. I'm sorry. Hello. Oh, okay. So what do you want me to do now? Okay. Okay. So what do I need to do? So, so I need to call.
50:00
Speaker 2
Wi-Fi tools, and go to the Wi-Fi settings. The one that the thing that we always use and so here. yeah, all you need to do is to make sure that you have internet connection before we proceed with the next steps. and you can feel free to call us back. to secure. the next steps that we're going to do is to secure a device that can be wired directly to the modem. because we're all stuck with our troubleshooting.
50:00
Speaker 1
I got two to steady like it well now, see that not my motor. Yeah, now I'm at I got a blue light on on the on the router.
51:00
Speaker 2
You can, but yeah, you can. You can actually try to call them again. Yeah, I totally understand that one. So even if the light indicator of that modem indicated that it is online, the question is that why is the router keep on turning solid red and it doesn't receive any internet connection? We've already tried everything.
51:00
Speaker 1
No, it's still no in, no Internet. Yeah, yeah. Yes. Looked at uh on the on the where it says join, it won't let me, it says no internet connection.
52:00
Speaker 2
Yeah, but the light indicator is solid blue. How did you check if the broader doesn't have any internet connection? Try to forget the network and try to reconnect. [silence]
52:00
Speaker 1
It bringing up. It still brings up the link says setup 900. It says unable to join the network lens setup 900.
53:00
Speaker 2
because select that one sir. Select and enter your router password underneath. Check your router password you're on the bottom or underneath of the router.
53:00
Speaker 1
I did it says where it says that if I wanted to join the link 6 setup 900, it says enter the enter the password to join the the Wi-Fi network, but it's that 0 900 network, not my network. on the bottom of the router oh, okay, hold on, okay, [silence] [music] [music] [music]
54:00
Speaker 2
did you enter your Wi-Fi password um under the if asked you enter your Wi-Fi password here and you need to use the password on the bottom of the router did you enter that [silence]
54:00
Speaker 1
[[silence]] Where's the password? I don't I don't I'm looking underneath the router and uh okay, yeah, yeah, yeah, okay. I see it. I see it. Yeah, I see it. 23 SWUTRASW321C1. [[silence]] [[silence]] [[silence]] [[silence]] [[silence]]
55:00
Speaker 2
There's a password indicator there. It's a long information below your Wi-Fi name.
55:00
Speaker 1
Okay, look, I mean, how do I know if it's if if it's working? Let me see my TV. Okay. Okay, hold on. [silence] [silence]
56:00
Speaker 2
It will show it's connected. Try to check your iPad first if you're able to access the internet or you can browse. [silence]
56:00
Speaker 1
No, I can't. I can't browse. No, ma'am. I'm trying to hit Google. I'm trying to go to Google. It won't let me go to Google. Yes, ma'am. Okay. [silence]
57:00
Speaker 2
you can't and then when you try to but the light indicator is still solid blue okay to use other device how about your phone
57:00
Speaker 1
no ma'am, not even my phone. it says, uh, Safari couldn't open the page because the server stopped responding. you still with me? Okay.
58:00
Speaker 2
yes, so better to secure a device that can be wired directly to the modem for proper isolation [ silence ]
58:00
Speaker 1
So, I mean, I, like I said, I don't have anything that I could hook up to it, but I mean, do you you I already called Spectrum. They said the their their modem is is okay according to them. So you, do you think I'm, um. Yeah. So you think it's you think it's just my
59:00
Speaker 2
Yeah, but we already tried everything that we need to troubleshoot your router for basic troubleshooting. That's if you need further assistance, so we were going to forward with the advanced troubleshooting. And if it doesn't have, so I guess either you can do an upgrade or purchase a new one, ma'am, because it seems like the router is having also an issue since it keeps on turning blue, which means it must have internet connection, but you mentioned that you're not going online.
59:00
Speaker 1
I need a new link six router. Yeah, but I can't, uh, I can't get emails. If my internet is down. Okay. [silence]
60:00
Speaker 2
Yeah, if you can secure a device that can be wired directly to the modem to test the device itself. It's either you can do an upgrade or purchase a new one. And you can also try to reset that one. You can try to turn it off for a couple of hours and then just follow the instructions I sent to your email to reset and set up the router again. Yeah. Yeah, but then we also talked sir. So, we cannot proceed to the next steps. We already tried everything that we need to do for basic troubleshooting as what I mentioned earlier. So, as much as I really want to help you, but you doesn't have a
60:00
Speaker 1
Okay. I'll just, I guess I'll just go have to go buy a new modem. I mean a new router. Yeah. Okay. Well, I appreciate. Yes, sir. [silence] But like I said, I don't have anything that I can hook up to it. When you mean upgrade, what what are you talking about? I'll purchase a new one. Oh, okay. Alrighty.
61:00
Speaker 2
you can also try you but better also to make sure that your modem really provides internet connection yeah so it's up to you sure if you want to do an upgrade or purchase a new router purchase a new one
61:00
Speaker 1
Well, I guess you know, I already called Spectrum and we tried to do everything and it's not working. So I guess something there's wrong with the with the router. But that would be Thank you, ma'am. Thank you. Yeah.
62:00
Speaker 2
Okay. Okay. Okay. So thank you for your time and patience.Okay, you're welcome and have a great day. Bye for now.
62:00