V2 Rubric Detail — 14702aa0-73ea-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:41
Duration
112m 19s
Contact
Carlos Martinez
Issue Type
Access Point Mode
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
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, 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
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.88/5
Technical0.00/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp0.00/5
Overall30.4% (-5.6)

V2 Grader Summary

Despite the customer confirming the issue was resolved (R1 Met), the agent committed severe technical errors: skipping foundational troubleshooting, misusing the 5-press method, providing a malformed IP address, and falsely claiming bridge mode automatically inherits the ISP's SSID. These errors resulted in Not Met ratings for R2, R3, T1, T2, and T3. Ownership was maintained (O1 Met), but follow-up was incomplete (O2 Partially Met) and case history was ignored (O3 Not Met). Communication was inconsistent (C1/C2 Partially Met) and customer experience suffered due to lack of empathy and excessive effort required (X1/X2/X3 Not Met).

V1 Case Analysis

Customer wanted to use MBE7000 as an access point with the same SSID/password as Xfinity gateway. Agent guided through bridge mode setup but provided incorrect IP (192.192.168.1.1), misused 5-press reset, and falsely claimed bridge mode would retain Wi-Fi. Customer never saw the Xfinity SSID. Call ended without confirmed resolution.

Troubleshooting Steps
  • Advised to access router via incorrect IP (192.192.168.1.1)
  • Instructed to perform 5-press reset (misused escalation method)
  • Guided through bridge mode configuration
  • Instructed to change MBE7000 Wi-Fi SSID to match Xfinity
Key Observations
  • Agent provided incorrect router IP address (192.192.168.1.1) at [26:00], causing failed access attempts.
  • 5-press method was incorrectly used as a setup step at [11:00]; this is an escalation tool, not a configuration method per universal_5press_models.md.
  • Agent fundamentally misunderstood bridge mode, claiming it would broadcast the Xfinity SSID [38:00, 61:00]; bridge mode disables Wi-Fi on Linksys routers per KB.
  • No model/serial number or warranty information was collected, violating protocol.
  • Agent incorrectly advised changing the MBE7000's Wi-Fi SSID to match Xfinity at [88:00], which contradicts the purpose of AP mode.
  • Customer repeatedly confirmed they could not see the Xfinity Wi-Fi network [49:00, 67:00, 79:00, 110:00], but agent proceeded without verifying connectivity.
  • Call ended without confirming the core issue (Wi-Fi availability in garage) was fixed.
Positive Highlights
  • Agent remained on the call for an extended period, attempting to guide the customer step-by-step.
  • Agent suggested running a speed test to verify internet performance [14:00].
  • Agent attempted to use hold time to research resources [22:00, 59:00].
Agent Errors / Gaps
  • Provided wrong router IP address (192.192.168.1.1) at [26:00], a non-existent address.
  • Instructed customer to press reset button five times (5-press) at [11:00], which is an escalation method, not a setup step per universal_5press_models.md.
  • Mis-explained bridge mode as retaining and broadcasting the Xfinity SSID; bridge mode disables Wi-Fi on Linksys routers per KB.
  • Failed to collect essential device information (model, serial, warranty).
  • Incorrectly advised changing the MBE7000's Wi-Fi SSID to match Xfinity at [88:00], which defeats the purpose of AP mode.
  • Did not verify internet or Wi-Fi connectivity after changes.
  • Proceeded with configuration despite customer repeatedly stating the Xfinity network was not visible.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states: 'Now it's working pretty nicely. I gotta manually re i mean, you know, the, the, it looks like that is connected over all the way up to the Wi-Fi even it find from from, you know, yeah. So, yeah. Thank you.'
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped foundational troubleshooting (no modem/router power cycle, no WAN IP check) and relied on incorrect procedures (5-press reset for bridge mode setup).
R3 Not Met Correct resolution path conf 85%
Agent incorrectly applied bridge mode as a solution to share the same SSID, which contradicts KB: bridge mode disables router functions but does not automatically inherit ISP gateway’s Wi-Fi settings; manual SSID/password reconfiguration is required.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify actual symptom (double NAT vs. coverage); did not ask for WAN IP, ISP model, or connection type; assumed solution without diagnostic logic.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no valid tools: gave malformed IP (192.192...), did not verify connectivity via speed test from wired device until late, and failed to use remote session despite prolonged troubleshooting.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: instructed 5-press reset (which is for escalation/logs per universal_5press_models.md, not configuration), claimed bridge mode preserves Xfinity SSID (false), and gave invalid IP address (192.192.168.1.1).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had multiple unexplained silences, unclear transitions, and failed to frame the process or manage expectations effectively.
C2 Partially Met Confirmed understanding conf 75%
Agent used some plain language but introduced confusing terms (e.g., 'DMZ feature' without explanation) and did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on guiding the customer to final steps.
O2 Partially Met Proactive follow-through conf 70%
Agent stated 'this is the last step' but did not set a timeline for follow-up or offer post-resolution support if issues recurred.
O3 Not Met Closure confirmation conf 85%
Customer referenced prior support interaction where settings were changed; agent ignored this history and repeated full setup instead of reviewing prior actions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a configuration issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer’s frustration, repeated contact, or stress; interaction remained transactional with no empathetic statements.
X2 Not Met Tone & rapport conf 90%
Agent continued with scripted instructions despite customer confusion and repeated connectivity issues, failing to adapt pace or method.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat actions (moving router multiple times), use incorrect URLs, and manually reconfigure Wi-Fi bands due to agent error.
Call Transcript140 turns · 159 lines
Speaker 1
Yeah, I got a problem with my with the membranes.
00:00
Speaker 2
[silence] customer: Lizus support uh 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 [silence] your product by visiting register.Linksys.com. Please have your device serial number [silence] ready. For assistance, [silence] press 1 now. For out of warranty products, paid support may be available, [silence] depending on your issue. To hear more about your service options, press 2. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, [silence] paid support option may be available depending on the issue. [silence] L: Hey. Thank you for calling Linksys Technical Support. My name is Ellie. How can I help you? [silence]
00:00
Speaker 1
Two con uh, yeah, last week I got a problem with my modem old then, so they changed the modem. And then, but before that, I called you guys and the guy couldn't figure it out what was wrong with it. He started changing a lot of, you know, settings. Um, but I have to and now not of them works. and before they, you know, my my um, my router from Xfinity was working. Everything was good. Now none of the, of the, of the links that I have, they are working. So, I don't know. You can help my list to At least I need one working. What the modem wasn't working from Xfinity, but I thought it was. [silence]
01:00
Speaker 2
Okay, so you just, just, I mean, I just really want to get things, you know, clear sir. So did you just got a new modem?
01:00
Speaker 1
the Linksys routers, you know, so, so I called support, tech support from from you. And he started changing a lot of, you know, settings. But then he couldn't make it work. So, then I got the, I called Xnessity and they told me what's wrong with the with the modem. Um, and they changed the modem and then it started working. But then now I'm trying to set up the the Linksys that I have. I have two. And not of them works. They can't connect to internet. So, I don't know, maybe he changed some settings. And that's why they are not working right now. So I don't know. You can help me with it. Yeah, now it's working. It's a brand new modem now.
02:00
Speaker 2
Okay. Okay. Okay. Okay. Okay, I see. So this modem from Xfinity is now working, and it's new. Okay. Okay. So since any, any of the, um of the linksys router should be hooked up directly to that
02:00
Speaker 1
Yeah I know but I had to um I had to um um rally from Lindsay so um do you mean to to because I don't know which one I just need one really working. I have the two of them but then this guy he told me that I can have just I can have just working one if I wanted Um but I don't know. So I have one MX2000 and then I have another one that is a MVE7000. I don't know which one is um you know better to hook up we can try with one.
03:00
Speaker 2
[silence] Can you see any LED light coming from that Linksys router or the main one? Yeah, okay. Okay. How about we try or how about you use the E7350, since that is actually one of the latest Linksys routers. You can just link it. Oh, okay, I think this is connecting. Okay. Right now, while you are at it, can you just put on a DMZ feature from the Internet tab to the laptop that is connected to the VR?
03:00
Speaker 1
Yeah, one question. So I can see I had my like, I couldn't like a get this working, so I set up everything with a with Xfinity, you know, network. Once I have one of these running, can I just send an network for the Wi-Fi or it has to be different? Yeah, before it was from from from Linksys, so I wasn't using the you know, the Wi-Fi from from from Xfinity, you know, network. But now I have everything set up on the Xfinity network, but I just want this one like, uh you know, just extent because I have a garage and I have a, you know, I have a cable [silence]
04:00
Speaker 2
give the MX two thousand off since he only need one router right? Hey. So, you have customized the Wi-Fi name before? Hey.
04:00
Speaker 1
all the way there so the way that I have it I've had uh one of these connected all the way there to to the second um you know links router that I have but my question is uh can I just run one of these routers be connected through wire to my well I know that he's uh to wire but using the same uh Wi-Fi uh network or no or you gotta be his own uh Wi-Fi network okay we'll figure that out that will okay uh so let me connect this one okay let me uh okay give me one minute uh
05:00
Speaker 2
Um, uh, um, well, you can actually have your own Wi-Fi namesor and password once we have successfully set this one up. Because by default... Yes. Okay, so yeah, connect the MB7000.
05:00
Speaker 1
Okay. I have connected you now, too, to block the, um... the wire from from my ex-contingency router to the other link, so I'm not as... Okay, let me let me get up... it doesn't matter where it's right? On the on the it doesn't matter where on the on the extreme router or does it...
06:00
Speaker 2
uh, yeah. you actually need to run a cable or an Ethernet cable from your Xfinity modem directly to your MRE-7000 router. Okay. [silence]
06:00
Speaker 1
you know what? I gotta split. Uh don't worry uh I gotta split or so yeah I have a space and here. Okay. okay so it doesn't matter. Oh okay. Okay what is happening with the uh before uh when I call this guy from from my my co-workers. Um I can see the white the white light but I can't connect to the to the Internet. But then he made me to erase everything. Um you know he he made me to to to do a lot of stuff from my computer. Um and he changed a lot of a lot of numbers in there and then I couldn't get nothing. And then I could here see the it's like I got to set up this thing again so I don't know. Okay so
07:00
Speaker 2
Um, how many ports can you see from the Xfinity box? How many ports? Oh, OK. Mm-hmm. OK.
07:00
Speaker 1
I just connected to the the ETNITEY router. [silence] [silence] So this one, you gotta be in the yellow um Yellow socket or it can be in anywhere? [silence] Yeah. [silence] Yeah, that's it, that 2.0 2.5 gigabit. [silence] Is that right in there? Oh, okay. So it's [silence] Okay. All right, so we're connected now. So now what? [silence] I feel blue. Okay, right now it's it's right now it's solid blue. Okay. And then he he he he made me to you know the button on the on the bottom? He made me to press the preset and he made me to press it five times he made me do a lot of stuff. So I don't know if I yeah what's the look like? Um still
08:00
Speaker 2
No, Give it a minute. Because that LED light that shows solid blue might actually start blinking. So let's just wait for it. Yeah, and you are about to perform it again later. But let me know first, if the
09:00
Speaker 1
Yeah, okay.
10:00
Speaker 2
It's still solid blue. Okay, give me one moment. [silence]
10:00
Speaker 1
Yeah, it is. Okay. Five, four, three, two, one. Okay. now it's kind of blinking red and now it's blinking white.
11:00
Speaker 2
Okay, uh, Sir Carlos, it's still solid blue, right? Okay, now I want you to press its reset button for five times, sir. Within five seconds. Yes, five times. So press release, press release, then press release. Okay, um, just leave it like that, sir, cuz that process may take for like about two to three minutes. Okay? So let's just wait for it.
11:00
Speaker 1
Mm, blinking like a Orange. Um, now it's, it solid white right now. and stay solid right now. Like a white solid.
12:00
Speaker 2
Okay, thank you so much for the update.
12:00
Speaker 1
Yeah. Uh, can I connect it to my computer, like, uh, you know, via uh, through through through hard wire? Can I do that, right? Yeah. Yeah, I can. I have one. Okay. Let me connect it there. Okay.
13:00
Speaker 2
Let me just double check. Okay. The status of your linkages router right now, sir, Carlos says, online. Now, do you have any available device that we could use to test the internet, aside from your phone? Ah yeah, we can do it. Yeah, you can do it, but do you have an uh do you have an an enough Ethernet cable that could run from the linkages router directly to that desktop? So you can just place me on the T on the the phone. You can just place it on the table while you're doing it, okay? So that you're not gonna be having a hard time.
13:00
Speaker 1
yeah I got you in the speaker okay I just connected wired the hardwire to my computer to my desktop so it's um it's an iMac oh yeah I can use I have a iMac but I have a Chromebook too so I can use either one okay so which one okay so now I mean to type some kind of oh let me let me [silence]
14:00
Speaker 2
just put me on speaker. Okay. So this desktop, sir. Is it a Windows desktop or a Mac computer? Okay. Can you test the Internet, sir? Can you try running a speed test? Yeah, sure. You can definitely prefer. Okay. Yeah. Run some speed tests, sir. And then should Ma. Sorry. There should be an indicator there, uh just [silence] or you could do Fast adotcom FAS T yeah. F for Frank a for alpha.
14:00
Speaker 1
Uh-huh. Uh-huh. Okay, play me. Okay. What is that? Pop. Yeah, okay. I was not doing anything really. I pressed on the voice fast button, but no, I'm doing it. Okay. [silence]
16:00
Speaker 2
That might... outputs it... outputs it... How about you try putting in speedtest.
16:00
Speaker 1
That's another website, right? That's another website or it's the same one? Okay. Speed speed. Test that calm that next. Okay, good for me.
17:00
Speaker 2
Yeah, speedtest, I'm sorry, yeah, it's a website, sir, dot net, yeah, speedtest dot net, okay, so once you're already on the website, let me know and then just run the speed test directly, sir.
17:00
Speaker 1
Okay, uh, Yeah, so it's going 8. 60. 8, almost 900. Yeah. So download it's 936 and upload is uh, still in uh, so I don't know.
18:00
Speaker 2
Yeah, and, uh, are you getting, uh, speed test results? [silence]
18:00
Speaker 1
It's 116. Okay. Yeah, but my my my my my my my my question is, so I have the Xfinity, right? So can I. Can I use the same name that I have on. On my Xfinity modem? and they can, you know, connect at the same time, the same. Can they work together? That's my question. If I put the same name on my. Or not? On the same password. [silence]
19:00
Speaker 2
16. So yeah Sir Carlos, the internet is now working and the and you wanted to customize or change the wifi name right? Because as of the moment the wifi name of your MBE 7000 is _Veloºt%_¯\\(370. Do you want to change this wifi name? yeah. [silence]
19:00
Speaker 1
Yeah. I excuse me. Oh, yeah. Yeah. Yeah. Uh huh. What is a more than because uh, how do you know it's a more than uh, a gateway? Um well, okay, so so it's a gate because that one provides Wi-Fi and a hard wire or internet, you know? Just the only thing is a coax cable the the the, you know, where the internet comes. So it's a gate. Yeah. And this time.
20:00
Speaker 2
the same name and password of your links router. So, the one that is provided by the Xfinity? Is it a modem alone or a gateway? Yeah, the modem can only provide an internet only using an ethernet cable. It cannot provide an internet wirelessly. Now, if you have a gateway, it can provide both internet connection wired and wireless. Can you give can you can you see any model number from this Xfinity device?
20:00
Speaker 1
um you know I got some a picture right here yeah um yeah uh but this is um it got some numbers it says cmac and then one mac and then mta mac so but it doesn't really say like um um like a brand you can see it like uh no it just says like um yeah oh no it just uh this uh cmac and it has some numbers and it has one map
21:00
Speaker 2
yes. can you get a muddle number information. for me please. model number? how about the brand name? i'm sorry.
21:00
Speaker 1
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22:00
Speaker 2
okay what is the wifi name that you are getting from this uh from this gateway mm okay uh give me one moment um Sel Carlos okay let me just double check it give me at least a minute or two let me just put the call on hold and then I'll get back to you [silence] Hello Sir Carlos. yeah thank you so much for your patience for waiting on the line. So since you mentioned that uh you want the gateway and you're looking throughout the
22:00
Speaker 1
[DOWNWEIGHT] Exactly. So I don't have to use a different because what is going to happen? If I don't do that, if I connect this, like, you know, this Linksys all the way to my garage, it won't I got to put like a a different password on, you know, it's going to be a different network, right? So I just don't want to do that because you know I prefer to have all my devices connected to one network, you know. If it is possible, you know, I'll just, you know, I'll just create a new a new network for for this system. I just connect whatever I have in the garage, you know. [silence]
25:00
Speaker 2
is.
25:00
Speaker 1
Okay. [silence] Yeah, it is. [silence] Yeah, it's connected. I want right now. [silence] and then oh 196. 196. Oh, I'm. Oh, okay. One area two. [silence]
26:00
Speaker 2
Yeah regarding that one sir Carlos yes we can absolutely achieve it uh we just only need to go to the web browser interface of your M.B. 7000 to change some settings. So the your iMac computer is already connected to the linksys router's network right the Vellop setup 340. or what? Okay. Can you please open a browser for me? Okay. Now on the URL bar, or on the address bar, type in, or try typing in its default IP address. That's 192.192 [ silence ] 168.1. okay 190
26:00
Speaker 1
okay okay okay okay so that's one of the things that he made me change but I don't know that we already changed it the the will reset each change it because okay so now it's checking internet internet connected and then uh he shows me enter your password so I need to get the password guys under there under the under the router right or no okay okay let me let me get one
27:00
Speaker 2
dot one six eight dot one dot one okay yeah you can try using it yeah you can try using it sir [silence]
27:00
Speaker 1
Okay, I just got. Okay. Finished. Okay, now it says you're on your Wi-Fi network and it says to configure advanced settings, visit www.mirai.net. So do you want me to click on it? [silence] Yeah. [silence] Now it's on lixus.com [silence].
29:00
Speaker 2
Sir Carlos? Let me know once you are already... or you can already see the word "Linksys Smart WiFi tools, okay?" Or "Linksys Smart WiFi." Sorry, what was that again, sir? The one that actually says, on that page?
29:00
Speaker 1
wefi and she's making me sign in again. but okay. So W. we'll see. one. this doesn't. uh wait give me one no. I don't know. can I start up here? WP. WP one. E s F, three gum. Yes. Mm-hmm. Mm-hmm. [silence] I need to create another. Password for some person. [silence] Give me one minute. [silence] Ah, I don't know. For some reason it's not letting me reset the password. Give me one sec. Info. But it says the password can have the same character twice in a row. So, but I'm trying to put a different password, but it doesn't let me for some reason.
30:00
Speaker 2
How is everything on your end, sir Carlos? Are you still on the same link, sir, the one that you tried earlier that the 192.168.1.1 or the myrouter.info? Oh, okay. So, it's now letting you, or making you create a new router password, sir. So yeah, you need to create a new password. And there should be no the same letter, not the same single character, and not the same number. So, you cannot use the same character twice. Okay.
33:00
Speaker 1
Okay. So now we're seeing device lease, gas access, fire insurance controller, all the stuff. [silence] Okay. Got it. Uh, right there.
35:00
Speaker 2
Okay, that's perfect. Now, under router settings, look for connectivity. Okay, and then go to the second tab that says Internet settings. Okay, now under IPv 4, there is... there should be like type of Internet connection. As of the moment it's on...
35:00
Speaker 1
okay so uh uh uh it's uh ROM AR configuration DHCP do you want me to edit that one okay okay and then okay so bridge mode okay so now it's in bridge mode so which one you want me to copy the link
36:00
Speaker 2
Yeah, click on edit. Yeah. Change it. Yeah, change it to bridge mode. Mhm. And now, by the way, sir, since you just set this one up into bridge mode, now if you want to, if you want to change it and you need to log in to your Linksys, you know, to your Linksys router's settings. There is a note under there where you can log in locally to your Linksys router. Can you copy that link? Before you hit on apply. Yeah, the link below.
36:00
Speaker 1
Oh, the one there is to login locally go to HTTP, double to H, I, T, T, P. Okay, one. Okay. So, and then after that, just, uh, okay. But it's this one, right, where it says, no, to log in locally, go to HTTP, and then it says, um, slash, slash, Linux, sh248 local. That's the one, right? So you wanted to, to, to, to have it, right? Okay, so I'm gonna click right, now, apply. And then what, happens if I enable bridge mode? Just tell me something let's, a future,
37:00
Speaker 2
that says note. OK? Yes. Copy that link there. Just this might can be, like, you know, helpful to you. If you need to access your Linksys Router Settings. To change something. So just click on apply. Yes. Yeah.
37:00
Speaker 1
just [silence] uh [silence] turning on bridge mode [silence] So this is going to be like a like a Wi-Fi access point right? something like that [silence] all right so exactly [silence] so what I what I'm thinking that's going to happen, I don't want I want everything [silence] Whatever. Okay. Yeah. Cool. Thank you.
38:00
Speaker 2
Yeah, you just have to change the internet type connection of your Linksys routers so that you don't need to customize or create another network. So the Linksys router will automate [silence] [silence] Yes, yes, this router will act as an access point and it will carry the same Wi-Fi name and password same with your Xfinity gateway, since that's what you want, correct? [silence] Yeah, so, yeah, so that's why, yeah, so that's why you need to
38:00
Speaker 1
Okay. I... what... right now is this... right now is applying changes. That's what it says right now. It's like a little, you know, bar and it's filling up. And this is, your router is saving your changes. All devices will temporarily lose connectivity in the process. This may take a while, a few minutes. So sit tight. Okay. So, when we... when time is finished, this is the last step or no?
39:00
Speaker 2
put this Linksys router into bridge mode, so that you don't need to create a new Wi-Fi network. So don't forget to hit on apply. There will be some prompt messages regarding with Mhmm. Okay. Yeah, it will definitely take time, sir, cuz it will disable some features of the router. Yeah, this is actually already the last step, sir. So after the changes will be applied and complete, you can then deploy this one or put the-
39:00
Speaker 1
Okay. So, but it's going to be the same Wi-Fi, right? It's just some, you know, Well, it doesn't S. Okay. And then like a, but it's going to be the same network, right? There's no no, not changed. No network. So if I let's say because these, these uh Linsy's, I'm going to install it in my garage. But my garage has a hard wire from from my from my um uh from my Xfinity router all the way to the garage. So, so what it's going to do is just um, you know, it's it's going to connect to the internet. One time I put the wire on on the back of the of the of the lens and then it's going to do it, right? Okay.
40:00
Speaker 2
put it on your location or where you wanted it to be. Then you're good to go. Just test the connection, if it's actually working. Yeah, the same Wi, Fi name and password with your Xfinity. Yes, of course. For as long as
40:00
Speaker 1
Okay. Okay, so for some reason we're not disconnect because he says that I wasn't safe connection. Um, so I think he's uh, give me one minute because he's in this on the first floor. Uh, give me a minute please. I just wanna um, put the password just he kicked me out from from um, okay, let me uh, okay, let me.
41:00
Speaker 2
If your Linksys router can get the internet connection from your Xfinity gateway, then there will be no problem. Can you check the LED light of your MBE 7000? Is it still blinking? Yeah, it will definitely kick you out and you will no longer see the "nubelug" setup 340. Because what you are going to see is the one that you set up from your Xfinity router or gateway. That's the active internet connection. Okay. It's live, and the internet is actually running from that. [silence] router. Now, how about with this one, so that we can go ahead and test it? Go ahead and what's it back on where exactly it should be located? [silence] Yeah, disconnect it. [silence] Yeah, just disconnect it directly from the gateway. [silence]
41:00
Speaker 1
Yeah. Yeah, just give me one minute. I just need to unblock this and then connect it to the garage. Give me one minute, please. No. Give me one minute. [silence]
44:00
Speaker 2
Sir Carlos? Um, hello Sir Carlos? Are you still with me Sir Carlos? Okay. I thought I lost you.
44:00
Speaker 1
Okay, just connected from to the wire in the garage. Okay. No. Uh, h uh. Correct. That's the way that I thought it is, you know? But then when it went down, I didn't know if it was the d
47:00
Speaker 2
Okay, so that Wi-Fi cable is running from that area directly to your Xfinity, gateway, correct? Okay, so yeah, I just.
47:00
Speaker 1
Do you know the links to or or the or my, you know, my my Xfinity router. And then I changed the the router. The Xfinity router and everything start working, but I just don't want to set up everything again to to this links because it's going to take me a lot. It was, uh you know, really kind of hard to to to put everything back down because I have to like install everything, every single device that I have, you know, a smart device. you know. Okay, right now it's um it's solid red. Thank you. Yeah, it is ready.
48:00
Speaker 2
did all that turned sir just make sure this on the two point five gigabit Ethernet cable, correct? and in which port of your ex-finitis router did you plug in the, in the two, okay?[silence]
48:00
Speaker 1
I got a splitter, like, you know, those little boxes that you can put more, like, internet stuff. So, I put it right there. Yeah, that one. [silence] Oh yeah, yeah, now it's, it's, see right now it's white. It's turned white now. [silence] Okay, let me see. [silence] I see the BELL is set up 340 but I don't see the my Wi-Fi.
49:00
Speaker 2
You mean switch? Zoom in. Zoom in. Okay, just to make sure. So from the. Okay, it's white. Can you, okay. Can you connect the phone that you have or any devices from the garage to the Internet?
49:00
Speaker 1
[KEEP_UNCERTAIN] No, I don't see it. I just see the you know, the bello setup 340. Okay. See it now. But I don't know it's going to work. Okay. I see it right now. Okay. No, I don't think it's working because it's not showing up and Well, I see right now I see my my my Let me see if I can connect to the No, it just disappeared. the one thing.
50:00
Speaker 2
you don't see the Wi-Fi name from your Xfinity earlier sir. Well, we are still at the web user interface of your MV7000, since you mentioned that the charges are still loading up. Can you connect okay? Instead of connecting your phone, can you connect okay? Right now, can you [silence]
50:00
Speaker 1
Xfinity, if I go a little bit of my house or my garage, I can see it, you know, but if I go inside the garage, I don't see it. I just see the building, you know? Building 240. Okay. When we were in the on the on the on the website. Okay, when we were on the website, I told you that he kicked me out, right? Before he finished to save the changes. So I don't know if he finished or not. Do you want me to take it back to or not? [silence]
51:00
Speaker 2
Okay, um, Sir Carlos, can you confirm, or, can you tell me that the changes earlier were successfully made? Like, did the the loading sign, did it finish loading up, or did you just unplug it directly? The Linksys router and bring it to the garage? Because the changes should be made. Yes. Yes. Okay, so yes, sir, just to make sure.
51:00
Speaker 1
Okay. Okay, give me what I'm an arbitrary star there. So, you want me to connect the Akira watch to the computer and to the router, right? No, I don't have anything else. No, I can't. No, I can't because uh No, I don't have no laptop. [silence]
52:00
Speaker 2
Okay, um... yes sir, because you don't have any other device that we could use, right? Well, we are still on the garage, so that uh you you will not going to be like, you know, running back and forth. An iPad sir, do you have
53:00
Speaker 1
just got like a facts like a wireless, you know? Yeah, I'm just connecting, you know, everything like a replacement.
54:00
Speaker 2
Why is that? So we can definitely make use of the desktop. Okay. [silence]
54:00
Speaker 1
Okay, now it's back here. So, you want me to go to the computer again? Right? [silence] Yeah. I'll do that.
55:00
Speaker 2
Yes, the computer is connected again, wired directly to the NVTV 7000. Okay. So can you do it again, sir, or go to your browser but this time use the link that you just copied.
55:00
Speaker 1
Yeah. Okay. Okay. Okay, so you
56:00
Speaker 2
Earlier, before you hit on applying, there was a link provided below, right? That says notes and you copied it. Okay, use that link first.
56:00
Speaker 1
Okay, so now I don't... Yeah, it says to routers and bridge mode. Alright. All right, yeah, it says that. [silence]
57:00
Speaker 2
Yes, sir. So use the router password that you customized earlier. Yeah, that's correct. I am still here. So the router, it says there that that router is already on bridge mode, correct? okay, just give me one second, Okay, I'll give me one moment, sir Carlos. Okay, I'm actually checking my resources here. I'm still checking something here from our from my end. So give me two to three
57:00
Speaker 1
Okay. But when it's in bridge mode, what it's going to do, it just, it's going to be a an access point. So it's going to give me Wi-Fi and they and their garage, right? with a
61:00
Speaker 2
Okay, so the router is already on bridge mode. The MB is 7,000, so there should be no problem at all. So can you put it back to your garage, Sir Carlos, please? [silence] Yes, it will act as an access, yes, it will act as an access point and it will going to carry the same Wi-Fi name from your gateway. So whatever Wi-Fi name you
61:00
Speaker 1
Yeah, the one that I have is Finity Uright. But it will give me the coverage that this one used to be. Right, like the Wi-Fi was perfect in my garage before. But I have the two, you know, the two links connected, so I don't know. Let me put everything back to the ground. Let's see if it works. [silence] Okay, [silence] [silence] [silence]
62:00
Speaker 2
that you set up from your gateway but everything should be connected directly to the one that you set up which is under the Xfinity gateway
63:00
Speaker 1
uh just put it in but it's still wet I think it's about to change okay now it's white hi hi I'll wait for it turn done
66:00
Speaker 2
Okay let me know sir once you plug it back into the garage sir okay? Okay, so give it at least a minute or two before you look again for the Wi-Fi name that you set up to your MiFi gate, okay? Mm-hmm.
66:00
Speaker 1
Okay. Yeah, that's that's that's that's what I'm doing right now. Yeah, I can see it. I see the build up, you know, the build up type of place. That's that's the one one. But I don't see my my network.
67:00
Speaker 2
cause you should not be encountering and issue after you see the MBA 7000 into Bridge mode and put it into the garage. And since we are running any internet cable, so yeah, there should be no problem. So, uh sir, can you turn off the WiFi connection of your phone and then turn it back on? So, once the WiFi is up, look for the WiFi name that you set up for your extrinsic router or gateway. Yeah, that that default WiFi name will still, [silence] Uh huh. Uh huh. [silence] Okay. Just correct me if I'm wrong, sir, if I understand,
67:00
Speaker 1
Yeah, it's a city. Uh-huh. Hi. Yeah. so the Bellum it it looks strong, but I don't see that Wi-Fi from my from the Xfinity. Yeah, I do. uh-huh.
69:00
Speaker 2
Okay, um, so just please listen to me for this one, sir, okay, because we just really wanna resolve this as fast as we could, okay? So, the link s name is which is the underscore1jc 340 is visible. And when you try to connect on this network, see they have an internet. No, no. Hm, okay. So you have the Wi-Fi name there. Do you have the option to forget the network? Sir, are you using an iPhone or a Android? Okay, okay. On the far on the far corner of the...
69:00
Speaker 1
Yeah. Okay, but you want me to forget the Bel-A setup completely? Okay. Well actually, it's not connected to anything because the Bel-A, it wasn't set up for, you know, one of my networks. The only one was configured to my to my, it was the Xfinity, but the Xfinity doesn't show up. Well right now it shows, but it's like I is.
70:00
Speaker 2
you know the Wi Fi name. On the right side, can you see an eye icon under a circle? That means inside the circle. Can you tap on that one, sir? Tap on that eye that's that letter I inside the circle. So it will bring you up another page. Scroll down. Yes. Yes. So that your phone will not automatically connected to that or will not automatically connect to that network. Oh, yeah. Yes, it's not that set up for anything.
70:00
Speaker 1
It's, it's, we'll see, no. Yeah, but I, see right now, it, it connects to the, to the explicity and then it disconnects because he's too far away. It's like he's getting, it's picking the signal from the, from the explicity, you know, router, not from this one. If I are like a six, six feet. How, how we can, how we can know that is connected to the, to the, to the, to the links? You know, that's my question.
71:00
Speaker 2
Can you connect to the Xfinity's Gateway network and then try to run a speed test using the phone? Okay, how about with this one? Yeah. So yeah, yeah, how about with this one, okay? Can you turn off the link first? While I
71:00
Speaker 1
you want me to turn it off right okay okay okay so right now it's disconnected from one google car links in my garage okay I heard you yeah I saw five the gate from a swimming
72:00
Speaker 2
It's on that location, do not bring it over to, a... Do not bring it back inside the house, just leave it to the garage, turn it off. And then go to your gateway, yeah, turn just turn it off and then leave it there, go to your gateway, to the Xfinity gateway and then turn it off as well. The Ligncis on the garage must be turned off And then you also need to turn off the. Yes, and then give it for at least 15 seconds or 20 before you turn on the Xfinity gateway first, okay.
72:00
Speaker 1
Okay. [silence] Okay, so I'm disconnecting the the Xfinity right now. I.
73:00
Speaker 2
Okay. Soleave it off for at least for 20 seconds before turning it back on, okay?
73:00
Speaker 1
Yeah, I'll do it right now. [silence] Just got to explain a little bit.
74:00
Speaker 2
Okay. Can you turn it on already, sir? The Xfinity Gateway. Okay. You can then go ahead and proceed to turning on the Lenox's router, okay? But give it a few just give it a few minutes.
74:00
Speaker 1
O. K. This one is back online. let me go to the garage. now. [silence]
77:00
Speaker 2
okay, let's now go ahead and proceed to the garage, sir.
77:00
Speaker 1
Yeah. good. Yeah, it's totally fine now, but, um, uh, I don't see my, I don't see my wife.
79:00
Speaker 2
Okay, um, sir Carlos once the MB is seven thousand is um is on solid white that actually means the. I'm sorry.
79:00
Speaker 1
No, I don't see - I just see the backup setup. I don't see my - my Wi-Fi. Sorry.
80:00
Speaker 2
Hello, sir Carlos. Thank you so much for patiently waiting on the line. So, um, I there's actually something that we need to get to change first. So that there will be like a no problem moving forward regarding setting up the links route or into our bridge mode. So, uh, we tend to forgot earlier to change because, uh, right now what you are seeing is the underscore Belup setup 340, correct?
87:00
Speaker 1
I mean an ICON X to it and you said my wife fire yeah the computer so we need to get back to OK
88:00
Speaker 2
instead of the yeah it really connects to it. Yeah. So what we need to do is that we need to change that _wellop setup 3.4.0 the same with the Wi-Fi name and password that you have from your Xfinity so that you can freely so that you can move freely. Whenever you are in the garage or whenever you are inside the house, the phone that you have can connect directly to the Xfinity Wi-Fi name and password. Now, what we need to do is to access again the router settings of your linksense MBE 7000 so that we can change it. On the computer Willie E. Yes. Since you don't have any other wireless device that we can [silence]
88:00
Speaker 1
I can't, I can't, I mean. Can I do it from my phone? Is it wireless? But I don't have a wire. You know, the only thing that I have is my computer. It needs to be wired, right? [silence] I'm just having a hard time. Hi, let me, let me, let me... Okay, so do you want me to go to the, to the name of the website, right? The one we're working on, right? Okay, give me a minute. Okay, give me a minute. Let me try if I can do it from the phone, so we don't have to...
89:00
Speaker 2
[silence] Okay, yeah, I understand. Uh, yes, it actually needs to be wired. But you can actually use your phone, sir. But you might actually be get a hard time, or you may actually experience having a hard time navigating everything from the phone, but we could try. Yes, yes, go to the website, but make sure the phone is connected on the underscore Velop setup 340, sir, okay?
89:00
Speaker 1
Tripblock everything back. Um, yeah, give me one min. to. I'm just gonna do it. Okay. So now I need to sign up. Yeah, it's no letter me. I mean, I don't know why I'll connect it to the computer because I [silence]
90:00
Speaker 2
[silence] okay so you yeah go to yeah sign up, I mean sign in and then just let me know once you are already there or where you can see the device list or the smart wifi tools, okay?
92:00
Speaker 1
I pressed my Robert info and it doesn't let me you know it doesn't refresh to that page.
93:00
Speaker 2
You're welcome. So yeah, so, you can just go ahead and unplug the mb 7000 and bring it back to the computer and connect it wired.
93:00
Speaker 1
oh that's a no No, I just don't wanna feel as soon as the people in the picture we step up how you can immediately solve this one better than this way Give me a moment.
94:00
Speaker 2
Have you already accessed the router settings sir? No, okay. Thank you so much.
96:00
Speaker 1
Okay, so let me put the bus were done. okay so I'm uh oh hello okay okay I'm there I see uh the course uh three bands I see the 2.4 the 5.0 and the 66 band
97:00
Speaker 2
can you look for the uh yes sir I'm still here uh please look for Wi-Fi status okay and then how how many network names are you seeing sir from there [silence]
98:00
Speaker 1
be the same thing. I have like a I think a three band as well, because I use, I have some some things that are 2.5, and some things that are 5 gigahertz, and then I think I don't have any 6 gigahertz, but for sure I use the two first. It should be the same for all of them, because what what does this mean? Like I have like a 2.4, the 5.0, the 5 and the 6, but everything is the same, so can I like like I put the same for all of them? Or no? [silence]
99:00
Speaker 2
OK. How many network bands are you uh do you have from the umx Finity? Mm-hmm. OK you have 2.4 and the 5 GHz band. Do you remember then the wifi name for your 2.4 and do you remember the password that you set up for it? Yeah.
99:00
Speaker 1
Mm-hmm.
100:00
Speaker 2
Yeah, you can absolutely, yes, you can absolutely put the same wi-fi name for all of them. and his different name and password. So after you input the Wi-Fi name and password, sorry, don't forget to hit and apply. Okay. Okay.
100:00
Speaker 1
and pay show Ben Kaiser. Okay, one more thing. On the on the six gigahertz, uh, it's the only one that really interviewed. it's kind of different from the from the first two it says WAP two and WAP three mix but the the sixth one is just WAP three personal. There's definitely a difference in that one or no? But so it just leave it like that. Okay. Okay so right now I put the two form in 4D like with the same password Xfinity and the five first like the same password Xfinity and the six then password Xfinity and all that and mix it and then just click on apply.
103:00
Speaker 2
Yeah the six gigahertz band is actually the most strongest band out of these three so that's why it only offers WPA3 but since they are sharing the same Wi-Fi name and password correct? So yeah there should be no problem about that one for for as long as they are sharing the same Wi-Fi name and password. Yeah just leave it like that. Uh-huh [silence]
104:00
Speaker 1
It's the same... Yeah. The same... the same Wi Fi name and the same password. So... uh you're pairing your Wi Fi city. It's then it's... it's showing me all the, you know, the same password and not names. And then just this, right? Now let's open the child. It's still in the picture. Okay. Okay, so it looks like it applied. So just hit okay now.
105:00
Speaker 2
so have the same Wi-Fi name from your cinnetty. Okay. okay, now hit on apply. yes. yes, just hit on yes or proceed or okay.
105:00
Speaker 1
Okay, I'm going to go in again just to make sure. And then go... Yeah. It is the changes. Okay, so that will be the last step or there's something else. Ah, give me a couple minutes. Thank you.
106:00
Speaker 2
yeah just hit okay okay now you can yeah that's going to be the last step sir so that um right now how about you unplug the MB 7000 and put it back to the garage okay [silence]
106:00
Speaker 1
I'm just waiting for DNA to good white light [KEEP_UNCERTAIN] yeah, what, when to see. Now it's working pretty nicely. I gotta manually re i mean, you know, the, the, it looks like that is connected over all the way up to the Wi-Fi even it find from from, you know, yeah. So, yeah. Thank you. yeah. yeah. Thank you. okay, so, so what what what about the, um, I have the offer, the, you know, the 2000. Why, what I can do with it? Can I do, like, another access point with our not no? [silence]
108:00
Speaker 2
[KEEP_UNCERTAIN] It's now working, sir. Mhm. Oh, okay. One place to another. Okay. Thank you so much, sir, for the cooperation. Yeah. You too, sir. Thank you so much. So. Mhm. Uh yes, you can also work with that one or make it as another access point. Um, if you, of course, if you actually wanted to make them. [silence]
110:00
Speaker 1
Okay. the same process. To put it on a bridge? On a bridge. Yeah. And put it in a bridge mode too, right? or no. Yeah, that would be nice. I mean, I don't need it, but just in case, you know, this one goes bad, I can connect that one in here, right? Yeah. But uh, thank you very much for your help. Okay, thank you.
111:00
Speaker 2
Uh, all you just have to do is just to perform the same process that we did. Okay, Duação mito, dear. Have a good day.
111:00