V2 Rubric Detail — 134de2bc-6142-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 00:53
Duration
75m 40s
Contact
Earl Aldridge
Issue Type
Speed/Performance
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 4 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
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership2.86/5
Escalation4.00/5
Customer Exp1.79/5
Overall53.3% (+17.3)

V2 Grader Summary

The agent conducted partial troubleshooting and correctly escalated due to unresolved intermittent performance issues. However, they failed to reference prior case history, reduced customer effort, or provide consistent callback timing. No critical failures occurred, and the escalation was warranted given the persistent symptoms despite basic checks.

V1 Case Analysis

Customer experiencing intermittent Wi-Fi and slow speeds on MX6200 mesh; agent checked firmware, adjusted settings, ran speed tests, but no resolution; attempted callback promise failed; issue unresolved.

Troubleshooting Steps
  • Checked firmware version via admin UI
  • Adjusted device prioritization and client steering settings
  • Ran speed tests (speedtest.net, fast.com, cloudflare.com)
  • Attempted to view node signal strength in the Linksys app
Key Observations
  • Agent provided invalid URL 192.1-68.1.1-6 (likely transcription error, but agent repeated it and did not correct).
  • Misidentified Netgear Nighthawk as a router when it is a modem (transcript [15:00]–[18:00]).
  • Directed customer to pestbomb.biz, an unsafe and unrelated domain (transcript [50:00]).
  • Promised callback within 2–3 hours but later stated no technician available and support closing at 11 PM (transcript [73:00]).
  • Failed to verify admin password before proceeding and did not confirm access method early.
Positive Highlights
  • Confirmed MX6200 model and accessed correct admin interface at 192.168.1.1 (transcript [23:00]).
  • Verified firmware was up-to-date on parent node (transcript [29:00]).
  • Ran multiple speed tests using valid tools (speedtest.net, fast.com, cloudflare.com) to gather performance data (transcript [35:00]–[54:00]).
  • Collected customer contact information (name, phone, email) accurately (transcript [07:00]).
Agent Errors / Gaps
  • Provided incorrect admin URL (192.1-68.1.1-6) and failed to correct it (transcript [24:00]).
  • Misidentified Netgear Nighthawk as a router instead of a modem (transcript [15:00]–[18:00]).
  • Directed customer to unsafe domain pestbomb.biz during speed test selection (transcript [50:00]).
  • Failed to verify admin password before proceeding with web UI access.
  • Placed customer on hold multiple times without progress or explanation.
  • Promised callback within 2–3 hours but later stated no technician available and support closing (transcript [73:00]).
  • Did not confirm or document case number or escalate properly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent did not resolve the issue; the customer's intermittent connectivity and TV buffering problems persisted, and no fix or RMA was issued.
R2 Partially Met Diagnostic thoroughness conf 92%
The agent checked firmware, ran a speed test, and adjusted settings, but skipped essential steps like rebooting the modem/router or testing at the modem.
R3 Partially Met Correct resolution path conf 88%
The agent continued troubleshooting and escalated instead of dismissing, but failed to determine if the issue was hardware-related or offer an RMA despite possible fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
The agent identified symptoms and checked firmware and speed, but did not ask about ISP-side tests, modem status, or perform a power cycle to isolate the issue.
T2 Met Appropriate tools / resources used conf 96%
The agent appropriately used the router’s web interface and speedtest.net, which are valid tools for diagnosing speed and configuration issues.
T3 Met No misinformation conf 97%
All technical information provided—firmware status, client steering, support hours—was accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 87%
The agent maintained direction with step-by-step guidance but failed to set initial expectations and had multiple unexplained silences.
C2 Partially Met Confirmed understanding conf 89%
The agent used plain language overall but introduced terms like 'client steering' and 'dynamic frequency' without confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
The agent owned the case throughout, did not transfer, and initiated a callback commitment, demonstrating full ownership.
O2 Partially Met Proactive follow-through conf 91%
The agent first promised a callback in 2–3 hours, then revised it to Monday after 6 p.m., providing inconsistent timelines without proactive clarification.
O3 Not Met Closure confirmation conf 95%
The agent ignored the customer’s mention of prior support interaction and repeated troubleshooting steps already performed.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
The agent recognized the complexity, consulted a supervisor, and arranged for a higher-level technician to call back—an appropriate escalation decision.
E2 Partially Met Escalation prep & handoff conf 89%
The agent informed the customer of the callback but did not clearly explain the reason for escalation or provide a firm time, only a vague window.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
The agent expressed appreciation and apologized, but did not explicitly acknowledge the customer’s frustration over repeated unresolved issues.
X2 Partially Met Tone & rapport conf 86%
The agent maintained a steady tone but did not adapt pace or simplify language when the customer showed confusion during app setup.
X3 Not Met Overall experience conf 94%
The customer had to redownload the app, re-enter credentials, and repeat information the agent could have accessed or avoided.
Call Transcript121 turns · 131 lines
Speaker 2
Linksys support, to ensure quality service your call may be monitored. For in warranty products, our support team is available to help with your performance and hardware issues. Register your product by visiting register.linksys.com, please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For an out-of-warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
What do you think though? He messed up Big time He's so weird He shouldn't have shared that cuz yeah he he's putting it out there in the wrong way which
02:00
Speaker 2
Thank you for calling Linksys. This is Zappy. How can I help you? I'm good, sir. Thank you. Yes, how can we help you today? Uh, that would be $11.
06:00
Speaker 1
Oh, 11. Okay. All right. What time is it, bae? [silence] 9:00. You want me to go ahead and fix it? Uh, internet? Fix the remote? [silence] Okay. Ma'am, okay, can you pull my uh, profile up with my number? Yes, ma'am. Yes. Place of art. Yes. Yes. I just purchased, uh, I forgot when, uh, about a week ago. [silence] It hadn't even been a week, I don't think. Anyway, uh, go ahead.
07:00
Speaker 2
Yes sir. Eastern Standard Time? Yes sir. Yes sir. Let me just check if I can pull up your record. Okay, so this is Earl Aldridge, right? Okay, and email address is Earl Earls Place of Art at gmail.com. So you have an MX 6200 router. Correct? Yes. And you have two nodes in total, right?
07:00
Speaker 1
the new notes, and I added the old child notes as extenders. Okay. Now, that's where we are. So, I called in once the notes arrived, the new notes arrived. And I was on the phone with a technician there at Linksys, and she walked me through everything. And I kept asking her, I'm not really comfortable with the way things, you know, the way the setups are, you know, everything that she was having me perform. And, I mean, I've done it anyway, because I've called Linksys before and did some troubleshooting. I've paid Lingis when my system got out of warranty. And the way the technicians handled things, I can tell when I,
08:00
Speaker 2
Yeah. Hmm. Interesting.
08:00
Speaker 1
when I'm working with someone that's knowledgeable on what they're doing because it flows, you know. Uh, but anyway, my, my problem is this. My system is worse and, and, and it was worse after we got off the phone. Uh, it's not working properly. It almost worked like a broadband, uh, uh, Internet in the house. And it's not functioning right. And I didn't have time to call back. I'm just now having time to call back because of the way my, my job works. But, um, so right now, like I said, uh, my camera systems are off, uh, in the house. And, uh, our, our internet is, is not, not working properly throughout the house. So that's where I'm at right now. Right. Yeah, our internet's working fine. Uh,
09:00
Speaker 2
Oh, okay. Okay. So, the internet is working. It's just that your internet is not working properly. You have a connection.
09:00
Speaker 1
Excuse me. Oh, yeah. Yeah, it'll work. Yeah, it'll work. And it's like off and on. Even when we're watching TV, we'll get this spinning wheel that it's thinking. It's almost like I don't know if we have a slow I don't know what it is, but it's like we have the internet is not working. Is not behaving properly. And it's supposed to be. Our old system that I did away with, was working a lot better than what we have now. And this new Linksys that I got is supposed to be light years better. And we're not we're not getting that. They're on. Yes. They're like a turquoise blue. [silence] [silence] [silence] [silence] [silence]
10:00
Speaker 2
Mm-hmm. Mm-hmm. You have a connection right now? The Internet is up and running, right? It's just that um yeah, but right now all the nodes are um connected. They're they're blue uh the parent node and the child nodes, all the nodes. Yes, okay. So how many notes you have in total, including the the child nodes, parent note? So five. Okay, and they're all connected right now.
10:00
Speaker 1
[silence] and we have one in the theater room. I don't have those hooked up because I never got the uh notes working properly. Three. Three. That is correct. Okay. Okay. Uh yeah. Yes. Yes. Yes, let me go to the room and turn it on.
12:00
Speaker 2
Okay, so, but right now, all in all, how many nodes are um, turned on and working? So, three. Yes, the other two are turned off, right? Okay. All right, so here's what we're going to do, sir, since you're having intermittent connection, um, I may need to verify if you've got the latest firmware on the parent node and uh I may need to adjust some settings from there. Okay. Uh, do you have any computer available for us to access the web interface?
12:00
Speaker 1
Can you hear me? Okay. I'm out, I'm gonna put my, uh, earpiece in, so I can have my hands, box. Okay. That solves it. That solves it. That solves it. Now, man, the, uh, the computer that I'm using is sitting next to the modem. And it's, well, anyway, it's running slow because of the internet. Um, the, I guess it's, I don't know if it's the, uh, the way the internet is running slow. But, uh, I got it on. It's just gonna take a minute to boot up. Excuse me. Say it again. [silence] Yes, yes, yes. Yes, I called them and uh they did everything on their end and they said uh everything is fine on there end. [silence] Yes, yes. They they sent some uh signals and they picked up the uh equipment uh uh. So it boiled down to they told me I needed to call the providers for the uh router. [silence] Uh the new modem, I talked to tech support the tech support people for the router which is the Nighthawk Nighthawk. I talked to them. They did everything, they're troubleshooting.
13:00
Speaker 2
Did you by the way verify your connection from Comcast? Is their uh connection is okay? Because you're the main connect. Uh did you uh check this as well with Comcast? Because you have Comcast as your internet provider. Okay. So you run some tests with Comcast.
14:00
Speaker 1
So now from both of those companies they're pointing the finger to the Router to have it checked. Yeah, that's my modem. Yes, that's uh, not router, modem. Modem. That's the new modem. All of this started when when Comcast came and they _ugraded_ their system outside the house. They upset uh uh upgraded their system and the router that I had at the time could not keep up with uh the new system because that modem I had at the time was like 15, 20 years old. So that's when I upgraded the modem to the night hog and I was using the older No, I know I purchased I bought it myself. Okay, so [silence]
15:00
Speaker 2
Okay, so you also have a Netgear Nighthawk, router, or that's your modem? Okay. Okay. Okay. So they provide you the modem. Oh, okay. Yeah, because I believe this, that gear,
15:00
Speaker 1
i don't know. but uh, they they they do they do know that I have, uh, they know my setup when I talk to them and they did their, you know, everything that they needed to do, which was run and fine. Now I got, like I said, the Netgear, the uh the Nighthawk. Once I used it with the old system, the system was running a lot better. But now when the the new linksys came in, uh they, the newer 6200s came in, that's when I started having all the problems. So I don't know. I'm just trying to, I'm trying to figure it out. uh the computer is still booting up. Mhm.
16:00
Speaker 2
Hawk? Where did you ask? Where did we get Hawk?
16:00
Speaker 1
Now, you said, you're saying that, you're saying that, I'm trying to understand what you're saying now. Are you, are you referring to the modem? Okay. Okay. Is it, yes. Hum. Hum. I'm still waiting for it to boot up. Yeah, I'm still waiting for it to boot up. I'm telling you, the internet, internet is really behaving strange. I didn't, it used to run this slow. I think that is, Hum, yeah, it's hooked up. I'm still waiting for it to boot. It's almost behaving like this is a broadband. I have broadband internet service. So, do you have [silence]
17:00
Speaker 2
Hey, sorry. Run that Max 6, 200 and then- Yeah, to- the Nodeknight root mode board. Yep. the night Paul mode. Is it connected to the Internet board? Okay, okay. All right. Okay, so can we go now to your computer church and open, um, a browser? Oh, okay.
17:00
Speaker 1
I'll slow this down. Just running right away in. It's coming, it's just taking its time. So you're thinking this is the problem with this Nighthawk? You think it's a, it's, it has the capability of uh, uh, router and you think it's interfering with the? Lacey's router? No. Yes. Yes, sir. Yes, ma'am. Sorry, let me put my glasses on.
18:00
Speaker 2
[silence] It is a modem router, sir. This is a modem router, not just the plane modem. It says here Netgear Nighthawk routers. [silence] It's a router. Does it have an antenna? Do you have the model number for that Netgear?
18:00
Speaker 1
Okay. Mm-hmm. Mm-hmm. I appreciate your patience. Okay. Model number, ready? He is in cat. M is in man. 2-0-5-0. B is victor. Sure. Computer's still booting up, just getting there. Okay.
19:00
Speaker 2
No, no, no worries. Appreciate your time. Yes. I'm just going to check this one. Hold on.
19:00
Speaker 1
Is that bad or good? Okay. So, it is a, it's not a router. It's just a modem. Good, good, good, good, good, good. It's just, it just popped up. Uh, just give it a few it's minutes. It's still loading up. uh, let's see. Is it there? You want me to go to, um, uh, No, I don't have, I have, uh, I have, uh, Firefox and I have Google Chrome. Does it matter? Okay. All right. It's taking a minute.
20:00
Speaker 2
there be fire Okay. Yeah, it's actually a cable modem. Yeah, it's just a plain modem. That's fine. It's not a router. It's not a modem router. So it's just a plain modem. Okay, so do you have the computer ready? Is it powered on now? Yeah, let's just open it. uh just use Google Chrome please. which silly ears. Yeah. [silence]
20:00
Speaker 1
Right. I can feel, by the way, this computer's acting now, behaving. I mean, even with the older system, the way it was set up. Yeah, it... Uh, I have one that-- I have one down in the uh studio, but, uh, I mean, it-- it's going to be-- it's-- it's going to be fine. Once it's up, it-- it'll be fine. Yeah. Slow for slow.
22:00
Speaker 2
Yes, we actually have different methods to, you know, to fix the to resolve the issue. So, maybe that time, you know, um, just so happened that the some devices, some of your devices are not cooperating. So, it's quite taking some time. Is that the only computer you have available? Do you have another one? Okay, no problem. okay yes on the address bar type in HTTP colon slash slash I believe you have done this with already 192 okay they have signed the 192 uh-huh
22:00
Speaker 1
You excited, Emma? Yeah. Okay, there it is there. Now, this is the page that came up 12, I mean 192.1 68. 1 that ain't what you want. Oh, here it is here, 162, 1 I mean, 192. 168.1. 1. Okay, let's log in to admin. Okay, it's asking me to log into admin. It went to the next, it says rider network. Uh, log in. Uh, hold on. Let's see, access admin through. Uint. network. You ready? Are you filling out the information now? Yes. Okay, here it is here. IP address. Next. Oh, here you go. So there's a password. When you logged in, you remember there was a prompt that asked for a password. Oh, this is here, I got it.
24:00
Speaker 2
[silence] Okay, can we go to 192.1-68.1.1-6 instead? [silence] One one [silence] point one six eight point one point one and then press enter. [silence] Okay. [silence] Is it asking for a router password?
24:00
Speaker 1
192.168.1.1 into your web browser address bar or click the link below to log in. Now it says click log in or click admin. I'll click I'll click log in, right? Okay. Download Chrome. I don't know why it's asking me to do that. Click the button below to enter admin interface on your router. Yes. Yes. Yes, I did. I don't know. Yeah. Okay, see not, okay, now I got to go to advanced. It says this connection is not private. So go to advanced, because I remember doing this. Right.
25:00
Speaker 2
Yes, please. Is it asking you for a router password? If it's asking for the router password, sir, did you happen to change the router password before? Okay, can we use that password? Can we put in that password there? Yeah, go to advance and then just hit proceed. okay do you see um two phones okay Okay, once you click on two phones, it should ask for password.
25:00
Speaker 1
I put it on the two phones but I see right across the two phones it says access router and it says router password there so let me just click that okay yeah, yes Okay it's thinking all right I'm in yes man Okay, it's thinking all right I'm there and we never we'll go to this
27:00
Speaker 2
Okay. Can we put in the router password? [silence] Okay. Uh you're on the uh linksys smart Wi-Fi page, right? [silence] All right. So can we click on device list? Okay.
27:00
Speaker 1
um, how do I know which one's the parent note? Okay, okay, click that. Okay, this is okay. Let's see, um, firmware version is one.
28:00
Speaker 2
Yes. Can you see there the parent node? Can we click on the parent node and check if the firmware version is up-to-date? Mhm. through the, I think that is the 966, because that's your that's the serial number. So, click on the 966. Yes? What's the firmware version there?
28:00
Speaker 1
[silence] That's correct. Okay. Nice, you got it. Um, stay in the scene. Um, [silence] Okay.
29:00
Speaker 2
Okay? So it's 1.0.14, .21678. Okay. Okay. Let me just check if this is the latest firmware. Just give me 1 min here, sir. Yes, it is actually the latest firmware. So, um, let me just try. Can we go to device prioritization? Is that turned on? Uh, you may... You may click Okay on that, um, page. device list. Just press Okay,
29:00
Speaker 1
I did, I did, I did. Now when I need to still back out of device list, right? Hold on. I'm looking. Oh yeah, but I got to get out of this field. This field that I'm looking at, it's got device list and it's got where it had the parent note on. I did. And it's just, oh, oh, okay, I'll stay at the bottom. All right, all right, now I'm back, I'm back. Now, where do you want me to go? Parent control? What did you say? I do. Priority. Priority. Okay, it's turned off.
30:00
Speaker 2
to get out of that place? You authorize. Device prioritization. What do you say? Own? Below that, below parental controls. Do you see device prioritization? It's on the left side. Sure. Just press in. Did you press? Okay. Below parental control, do you see prioritization? Okay. Click on it. Yes. And is it turned on?
30:00
Speaker 1
O K. How do I cancel? O K. Alright, I'm there. I'm there. I'm there. manual steering is on. client steering is on. And dynamic frequency is turned off.
31:00
Speaker 2
Okay. All right. You can cancel that one. Or just press OK. Okay. Can we go to Wi-Fi setting, please? And then advanced. Do you see advanced under Wi-Fi setting? Okay. Can you. Can you please check if the client steering and the node steering are both turned on? Let's turn off. Okay. That's fine.
31:00
Speaker 1
Click OK. All right. I'm there. Let's see, where is it? I see what I'm looking at. Is it at the top? I don't see it there. And then underneath it, it has uh you have your 2.4 gigahertz band. It has the name 2.4 Yeah. And then it has 5 and then it has 6. Uh you want to know this you say security mode for all of them.
32:00
Speaker 2
Yes just press ok and let's go back to Wi-Fi setting Actually all the settings are ok Let's just go back to Wi-Fi setting and can you tell me sir what is the security mode? Security mode Yes yes and the 5 gigahertz Yes so what is the security mode? yes what's the security mode yes
32:00
Speaker 1
WPA as in Apple two forward slash W P A three mixed it's Mixed connected, yeah. Okay. Okay, go to okay, click okay to get out of this. Okay, go to activity. Oh, Connectivity. Okay. Uh,
33:00
Speaker 2
personal okay so it's okay you even have the highest uh security for that okay let's just uh go to connectivity sir yes connectivity yes
33:00
Speaker 1
it's thinking. okay, I'm there. connectivity. does the time zone make a difference? because I'm looking here, it says Pacific time, but we're Eastern time. okay. drop down menu. uh, Eastern time right there. all right. You're asking me?
34:00
Speaker 2
Okay, hold on. You can actually change the time zone. Okay, so under basic, it says there that nodes are up to date. Yes, sir. What did it say under firmware update?
34:00
Speaker 1
firmware update notes are updated today that's what it says it it says it says that in the green field but then there's a check mark under automatic it says it's updated there's a is in a green field with a check mark says notes are all up to date sure okay I'm there okay is that all one word great okay okay [silence]
35:00
Speaker 2
nodes are up-to-date right. okay can we run a speed test sir? let's open up a new window, okay? and then go to speedtest.net. yes, speedtest.net.
35:00
Speaker 1
Okey. Go. [silence] [silence] It's running slow. It's getting there. Seeing that it says connecting, but it's uh, moving real slow. [silence] [silence] Let's see speed allowed. Okay. Hold on. The test member wants to know your location. okay, I said allow. Let me play. Wow. I mean, it's now doing nothing. thinking. What? Internet just left. Clicked me out. Let me click it back on. Dang it. Didn't do that. [silence]
36:00
Speaker 2
Yeah, let me know if, uh, if it's running the speed test now.
37:00
Speaker 1
It took me out. I'm going to have to log back in. Yeah, Internet just, my search engine, just went out. I'm back on the page. I'll have to go back into, let me do that. Let's see, speed test. Yeah. All right, go. O Okay.
38:00
Speaker 2
[silence] typecast.net.
38:00
Speaker 1
[HUMAN_REVIEW] it's i mean it's showing the picture but it's not download test error is socket uh yes i click go yes i click that and i just got a window i just got a window up that says uh-oh now what okay it went back to go uh okay that's Xfinity i see that okay let me click go okay this is just okay now it's running it's behaving crazy man
39:00
Speaker 2
[silence] yeah when you open up speedtest that do you have the option to click on go to run the speed test yes just click go [silence] okay [silence]
39:00
Speaker 1
1GB yeah okay the download the speed test is still running so you're paying no the computer's not new it's it's not fairly old either I I have to Windows 10 Windows 10 okay it just did the test let's see try testing for Windows let's see let me get out of here the speed test it just showed me
40:00
Speaker 2
I want to know how much did you how much speed did you subscribe from Comcast? It's one gig. Is it is this a new computer, sir? What's the operating system? Is it running on Windows 10, Windows 11. That is Windows 10, okay. Still running the test right now?
40:00
Speaker 1
No, I saw the results, let me get out of this, I just saw the results it was like come on, what what are you doing, get out of this, okay, speed test, ping is 537 point zero six, upload is 330, uh 340 point eight seven, yes, what is that
41:00
Speaker 2
So 340 Mbps. Okay. Yeah, that's actually, uh, yeah, that's, it's actually, uh, a good connection. Uh, since you're wirelessly connected to the uh, to the router, it's not hardwired. For hardwired, um, yeah, that's, that's one Gbps. But for
41:00
Speaker 1
Now now my uh now the the um computer is connected by the ethernet into the mode into the parent router. Yeah, yes. Yes, it's wired directly to the uh the uh um modem um the parent. No. Yes. Yes. Yes, let me see. Yes. You have, on the parent note, you have a ethernet that's marked yellow that's going into the modem and then the ethernet right above that going right into the computer, the desktop computer.
42:00
Speaker 2
Oh, it's hardwired to the router, it's not wireless. To the parent node, to one of the numbered ports, right?
42:00
Speaker 1
wanted to get rest There's a company, Comcast a call. No, everything's the Internet remember. I said everything then went out, I have to.
43:00
Speaker 2
Okay, uh, so can we try this one? Can we go back to the uh, setup um, settings of the router, the blue page? Do you still have it open? okay. can we, yeah, can we go back to that page, please? 192.168.1.1.
43:00
Speaker 1
[ Silence ] Hello. [ Silence ] um. Yeah. [ Silence ] I'm there. [ Silence ] There's a uh note uh it says personalization works best with the limited internet uh internet connection. We recommend turning turning it off if your speed is 2000
45:00
Speaker 2
all right, so we're on the setup page. I mean we're on the uh-oh smart Wi-Fi tools page, right? okay, now can you- can kindly go back to priority? And do you see there the uh we are prioritizing your devices based on speed? Can we click on that option? No?
45:00
Speaker 1
MBPs or greater. I don't see that you're asking for up to three priority devices not online. Okay, I don't see what you're asking me. I don't see that everything else is grayed out. Yeah, because right under priority, there's a window which I read it says personalization works best with limited internet connection. And underneath that, everything is grayed out. I see that there's a menu. No, there's nothing there. But I see where it says priority. I see arrows, but they grayed out. I see where priority is currently showing [silence] being locked on. Okay. I'm locked on two currently.
46:00
Speaker 2
below the, everything's grayed out. Yeah. [silence] So, do you have an option like reset priority, something like that, and below it, there are, [silence] You don't see an arrow.
46:00
Speaker 1
Priority is turned off, if I turn it on, you think that I should priority be on that? The priority, okay, I did it. Okay, Right, right, right, where it says priority. I see reset and it says settings. Okay, I did it all right. All right, now the Okay. When I hit reset, I did see some things come up, but it's still grayed out. Yes. Yes, ma'am. No, it's all grayed out.
47:00
Speaker 2
Okay. Can do you see reset priority or it's not an option? Okay. Can we go to reset? Can we click on reset and press okay? the the arrows are still grayed out. You still can't you still can't click.
47:00
Speaker 1
But when I did click reset, I saw some things with numbers and stuff like that, but uh once it finished uploading everything went back to grays out. All right. [silence]
48:00
Speaker 2
All right, let me put you on hold for about three to four minutes. I'll just have this checked, okay? Let me check on my resources. Just hold on, please. Thank you.
48:00
Speaker 1
I'm here.
49:00
Speaker 2
Hello. Yes, hi thank you so much for patiently waiting. By the way um... I'm... Do you see uh... can we can we click okay from that screen? We'll just have to get out from the priority window.
49:00
Speaker 1
No, it's not. It just says, I got, I got some fields to click. It says, test with cloud server. Can we click on what? Which one do you want? I got, I have, okay. I have test.withfast.com. Yes, I have those two options.
50:00
Speaker 2
sure. OK, and is it testing the speed right now? OK, can we click on test? Best. What are your options? you have? OK, so test with Cloud Fair or test with Pestbomb.biz. OK, let's try first the Cloud Fair. OK, let's just let's check first the cloud fair all compare the uh
50:00
Speaker 1
Okay. sure. It's, uh, I clicked on it. I guess it's thinking. I don't see anything. But I see in the address bar, it says speed.cloudflare.com. Okay. Here we go. Start. Let's see, when let's see when you run speed test, your IP address will be shared with Cloudflare. Okay. Start. All right. It's running.
51:00
Speaker 2
the speed tests, the results on both.
51:00
Speaker 1
All right. Download speed, 289. Upload, 276. 276.
52:00
Speaker 2
Okay, so 289 for the download and what's the upload? 276.
52:00
Speaker 1
Okay, hang on. Okay. I guess that's it. When I click it, it just says 1.1 gigabyte. Oh, no, it's still going.
53:00
Speaker 2
Okay. All right. Can we try the other one, sir? The fast.com? Okay.
53:00
Speaker 1
But now right now, okay, right now is 1.6 GPS. Yes, ma'am. Hey, this it's not even showing me uploaded speed. It just it just says your internet speed is, there's no download speed, there's no upload or download speed, it's just showing me right, 1.6, yes, and all of that looks good.
54:00
Speaker 2
I'm sorry, what's this cb? Oh what, yeah, right now. Okay, that's for the fast.com. What's the upload speed? This is download. Um, Yeah, just a general connection. I mean, it's just a general result. 1.6 gbps. Okay. Okay.
54:00
Speaker 1
It's an issue. I don't know. I I I I don't know. Well well I I can say yeah because like I said I'm I can watch like if I'm watching TV in the other room uh um um what is that? But if I'm uh if I'm watching like Amazon or something or or whatever uh it'll stop and then I get this thinking wheel and uh and then it'll play uh I have uh two I have two I have two smart TVs. Two smart well hey hold on uh there's three. I have three smart TVs.
55:00
Speaker 2
So all of your devices are having issues, right? It's not just one device, all of it. okay. So how many smart TVs you have? Are you using like a smart, um, you know, fire stick? Um, on your smart TV? You have two. So you're experiencing.
55:00
Speaker 1
I don't think so. I mean, I've watched Hey, Felicia. Are we having uh problems? Do you see problems with the other TVs? Are we set to one in the living room? Huh? Oh, no one's been watching them. We've been having issues. Um now the one um the one the one the one that's in the living room has the new 6200 file notes in it. Yeah, and and that one that's a smart TV there.
56:00
Speaker 2
three smart TVs and you're having the same issues with the three smart TVs? Yeah, the reason why we, yeah, go ahead. Yes. How far is that? How far is the child node from the parent node? Because you also need to consider the other... [silence]
56:00
Speaker 1
Okay, here's the issue I have with that. With the older notes, there was never an issue. The distance weren't that issue. According to from my research, this router is supposed to be light years ahead of, you know, the older router, but I'm not getting that service. It to me is acting like a bad broadband. And and uh the distance, the distance from the parent node to the child node, I'd say it's about if I had to guess, uh, let's see, 20, maybe 30 feet.
57:00
Speaker 2
Okay, but have you tried relocating the child nodes, and checking if you'll get a reading.
57:00
Speaker 1
Okay. Okay. Okay. I... Okay. Okay. All right. I don't think that's an issue. it wasn't an issue with the older ones, it's in the same exact place. If this one is... if this one is supposed to be like the other one... Okay. All right. I mean... Okay. I mean, we'll try it. I'm I'm I'm here. All right. I'm back. Where you want me to go? The device list? Let's see. It's online. Yes ma'am. [silence] [silence] Okay. Okay. Okay. So [silence]
58:00
Speaker 2
get the better connectivity uh... because uh... maybe the child node is actually getting if can we try to go back to the user interface? try to go back to device list. We'll check the RSSI signal of that child node, okay? Yes, I understand, but it's it's actually a different model. Yes, I know that. Okay. Yeah, go to device list and do you see the child running? There, is it on? [silence] Yes, it's running, so can we click on that and check the wireless [silence]
58:00
Speaker 1
Wonderful. Yes. Okay. I'm there. What am I looking for? Let me look. Uh, so, name, Manufacturer, model number, OS, firmware version. I don't see anything that says what am I looking for. I don't see that on here. No where. Nope. I see right up underneath all that up underneath firmware version, I see IP address, LAN1, and then you know,
59:00
Speaker 2
Like the signal strength on that child node? Do you see signal strength? Do you see signal strength? [silence] No signal strength?
59:00
Speaker 1
It's just the same thing is IP six addresses. I.N. uh, Lan. Yeah, I see nothing like that. Let me check. [silence] Have an iPhone. Let me see if I have it. Linksys app. What is it? I could check. Let me um, what is it? Linksyss. [silence] Dot is. Okay, Linksyss. Check. [silence] Okay, I have it. Let me download it. I guess I don't have it. Let me download it. [silence] Upload it. [silence] I
60:00
Speaker 2
2 okay. yeah. all right. so, okay, if we cannot see the wireless signal using the browser or using the web interface. do you have the the Linksys app installed on one of your phones? [silence] yes.
60:00
Speaker 1
I'm uploading it now. open Okay, allow uh enter email Enter email addresse Oh come on Hold on Hold on
61:00
Speaker 2
O.k., so you don't have the linksys app installed on your phone. Oh, I see. Okay. Okay, so it's asking you to create an account. No. Do you have the option there to access local? Because we can no longer create an account for because the Linksis Smart Wi-Fi remote website is not available. It has been discontinued. Yes. Do you see local access? No option. Are you Is it asking you to log in? [silence] When you open up the LinkSys app, [silence]
61:00
Speaker 1
It says, manage. I see nothing like that. Right now I'm looking at Linksys. It says, manage your Wi-Fi, your Wi-Fi. Then underneath that, it says, set up your new Wi-Fi network. That's what I see. Let me go back. Let me go back. No, I don't see nothing like that. It just says Linksys and then there's a blue go ahead. No, I'm -- I mean, I have nothing. The only thing I'm looking at on my phone, it says Linksys. Underneath that, there's two -- there's two squares, two -- triangles.
63:00
Speaker 2
Or do you see network admin... Do you see network administration? Nothing. Okay. Yep, not that one. We, uh, there should. Okay. All right. Go ahead. Sorry. So you don't see that option to just access the, uh, access it locally, right?
63:00
Speaker 1
triangles rectangles and it says and one of the rectangles is blue, it's a blue field is and there's a there's a padlock that's locked. it says manage your Wi-Fi. underneath that there's a rectangle and it's white and it says set up your new Wi-Fi network. that's the only thing on that page. I have to tap it and see what it does. Okay, now it says it took me to where it says log in, email, router, password and then it says manage setting at home or away from home. enter email, enter password, forgot password. Uh, then it says there's a field that says log in. underneath that it says new here. Then it says create account. that's the only thing on it.
64:00
Speaker 2
Okay. If you go to manage Wi-Fi what are the options? Okay do you see
64:00
Speaker 1
I click something on that page. I do. Okay, I just tapped it. Okay. Okay. [silence] Incorrect password. Let me try it again. It shouldn't be an incorrect password. That's my router password. Router password, yeah. Let me try it again.
65:00
Speaker 2
Okay, well, um, do you have an option there, router password? Okay, can we type in the router password and sign in? Is it doing anything? Did it take it?
65:00
Speaker 1
OK. Okay. I'm in OK. I'm there. come there click on what Oh notes come there
66:00
Speaker 2
Okay. So you're on the the links app. You're able to log in. All right. Can we click on the three lines? Yes. And go to network administration. And click on nodes. Node. And look for child nodes. Click on child nods.
66:00
Speaker 1
Uh, now, which one is child, though? Is it the nine, six, eight? Okay. Okay. I'm there. Uh, it's dash five nine, uh, D, B, M.
67:00
Speaker 2
What's the signal strength of that one below? The one that has the Wi-Fi signal. What's the signal strength? Yeah, negative 59 DBM. Hold on. Let me check that value. Well, actually, it's still an excellent mark. So, you should still be getting good connection.
67:00
Speaker 1
Mm-hmm. Uh, let me see. I'm, I'm looking. I don't see nothing. I don't see nothing that says firmware. It says, uh, signal strength, serial number, oh, firmware. It says firmware version, oh yeah. Across from that it says up to date. Yes, ma'am. Yes, ma'am. [silence]
68:00
Speaker 2
It says up to date.
68:00
Speaker 1
OK. OK. I gotta get that out of this. OK. Devices. I'm there. It don't even show it on this. OK. Living room right here. I mean, it says living room, but it don't say if it's a TV. It just says living room. It just says living room. I'm there.
69:00
Speaker 2
Okay. First up, back to the main screen, so the dashboard on your lynx this app, and look for devices. Go to devices, and do you see your smart TV connected as one of the devices listed? The smart TV that you're having issues with, do you see that as one of the other, just, living room? So, it just says living room. Can we click on that? [silence]
69:00
Speaker 1
[silence] It says connect connect connected to uh [ silence] linksys049g68 [silence] so what is that saying to me? Is it connected to the wrong device to itself? Well, I don't know. Okay.
70:00
Speaker 2
Yes, click on that device and are you able to see if it's connected to the main node or to the child node? Connected to link sys 0-4968. Well, it's actually connected to the child node cuz the your parent node is the 966. No, it's not actually connected. It's actually connected to the correct node. It's even connected to the best node since, yeah, it's. It's the no that's near to the, uh, to the device, to the wireless device. Let me put you on hold again, sir Earl, cause this, uh, yeah, this, um, issue of yours is kinda, kinda really, um, odd. So let me put you on hold. I'll have this verified with my immediate superior, okay? right. Just hold on. [silence]
70:00
Speaker 1
okay yes absolutely okay that is correct now my question is this it's it's uh 10:00 Eastern time and uh according to you you said you close at 11:00 so if they're going to call me back right if they're going to call me back in two hours excuse me
73:00
Speaker 2
Okay. And is it okay if they will call you back within two to three hours? Uh yes, for the meantime there's no available yeah there's no available level to text. So, uh they will call you back within two to three hours and let me verify your phone number. That is again, seven seven zero two six two five zero eight eight Is that correct? Yeah. Yeah. Actually, we're actually closed by 11:00. Yeah, they won't be able to call you back. Yes, actually that's uh that's their um that's what they told me, sir. But if they won't be able to call you back within tonight, then uh they can actually schedule
73:00
Speaker 1
[KEEP_UNCERTAIN] Well. uh, wow. because of because of the way I work, it's because of the way I worked. They're not going to be able to call me on Monday cuz I'd be at work and we'll be plan. I'll be at work and we'll be plan. be, it would have to be, it would have to be any time after 6:00. Eastern time. uh, uh, we did meet. So that means yeah. That means we got to wait. We're going on uh, we have to wait longer. It's like, wow. Are
74:00
Speaker 2
[HUMAN_REVIEW] Um, on Monday, if that would be okay with you? Can you still wait? Yes, I'm really so sorry, because, um, for the meantime, there's really no available level to touch. You'll be at work. Do you have any pre f, um, do you have any preferred call back. Pine. Okay. Cause, uh, six o'clock. 6:00 p.m. Eastern, right? Okay. Well, um.
74:00
Speaker 1
Well, it's not. It's none you can do. I mean, you just have to wait it out. All right, okay then. Bye.
75:00
Speaker 2
Here's the thing, sir, Earl. As soon as there is an available tech, level 1 tech, they would be able to call you back. Okay. But for the meantime, there's really no available tech technician that to can call you. So, yes. We really do apologize for the inconvenience, but I really appreciate your time here, sir. Okay. Well, thank you so much for your time, and this is Sappy again from Linksys. Thank you for calling you. Do have a great night. Take care, sir.
75:00