V2 Rubric Detail — 1535da1a-700d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:41
Duration
63m 6s
Contact
Dallas Sparks
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent charged $15 for paid support but failed to provide any actual technical resolution or valid troubleshooting path, effectively monetizing inaction. This constitutes evasion of support responsibility under the guise of a paid service, meeting the 'Avoidance/Evasion' auto-zero criterion.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent falsely claimed the EA7300 lacks a Recovery Key (it does), skipped the required non-destructive password reset step, and charged $15 without resolving access. No tools were used, communication was disorganized, and the customer was left unable to log in. The interaction constitutes avoidance of core support duties, triggering an auto-zero for evasion.

V1 Case Analysis

Customer unable to access EA7300 admin UI due to forgotten admin password. Agent incorrectly guided login attempts, misnamed the Linksys app as 'LynxStand', and gave flawed factory reset instructions. Customer remains locked out after reset.

Troubleshooting Steps
  • Verified model and serial number
  • Attempted login via myrouter.local URL
  • Guided customer to use the Linksys mobile app (misnamed)
  • Advised a factory reset using the router's reset button
Key Observations
  • Agent repeatedly confused Wi-Fi password with router admin password.
  • Incorrect app name ("LynxStand") and many navigation errors caused customer frustration.
  • Agent did not verify warranty status via system lookup; relied on a statement that the device was out of warranty.
  • No case number was created or documented.
  • The call ended without confirming that the factory reset actually restored access.
  • Agent incorrectly stated EA7300 V2 does not support recovery key password reset [47:00].
  • Agent incorrectly suggested 'admin' as default admin password [37:00].
  • Factory reset instructions were incomplete and incorrect [51:00].
Positive Highlights
  • Agent collected the correct model number (EA7300 V2) and a serial number [01:00].
Agent Errors / Gaps
  • Misidentified the Linksys mobile app as "LynxStand" and gave incorrect navigation steps [30:00, 36:00].
  • Failed to clearly differentiate between Wi-Fi password and router admin password.
  • Provided inaccurate guidance on accessing the router UI (e.g., repeated misspelling of URLs, unclear instructions).
  • Did not perform a warranty lookup before stating the device was out of warranty.
  • Did not create or reference a HappyFox case number.
  • Did not obtain a clear confirmation that the factory reset resolved the login issue.
  • Incorrectly stated that EA7300 V2 does not support recovery key password reset [47:00], contradicting KB which confirms recovery key is available for password reset on this model.
  • Incorrectly suggested 'admin' as default admin password [37:00], but EA7300 V2 uses the Wi-Fi password on the label as default admin password per KB.
  • Gave incomplete factory reset instructions—failed to specify visual indicator (light change) and said 15 seconds instead of 10–20 seconds until light changes [51:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never obtained a working admin password and only suggested a factory reset; the customer remains unable to access the router.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected serial number, tried default admin password, guided the customer to myrouter.local and the Linksys app, but skipped key steps like the Recovery Key reset.
R3 Not Met Correct resolution path conf 93%
Agent claimed the EA7300 has no Recovery Key option (incorrect) and charged $15 without first offering the non-destructive password-reset method, deviating from the proper OOW path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (cannot log in) and asked for serial number and provider, but did not ask about default password location, LED status, or Ethernet connection.
T2 Not Met Appropriate tools / resources used conf 92%
No diagnostic tools (remote session, admin console view, or Recovery Key utility) were used even though the issue required them.
T3 Not Met No misinformation conf 94%
Agent gave false technical information – e.g., 'EA7300 does not have a recovery key option' and mixed up admin vs. Wi-Fi passwords.
Communication
C1 Not Met Clear & professional language conf 90%
The call contained long silences, frequent topic jumps, and the agent failed to keep the interaction on track.
C2 Not Met Confirmed understanding conf 90%
Agent used confusing, sometimes inaccurate language and did not verify the customer’s understanding at key steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent took payment but then handed the responsibility back to the customer to perform the reset without ensuring success.
O2 Not Met Proactive follow-through conf 88%
Agent suggested a reset but gave no concrete timeline, follow-up plan, or confirmation of next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy and did not acknowledge the customer’s frustration or repeated attempts.
X2 Not Met Tone & rapport conf 90%
Agent maintained a single, technical tone throughout and did not adjust to the customer’s confusion or pace.
X3 Not Met Overall experience conf 90%
Customer had to repeat passwords and troubleshoot multiple times; the agent did not streamline the process or reduce effort.
Call Transcript104 turns · 114 lines
Speaker 1
Hello, hello. Yeah, I can hear you, but you hear me. Hello? Sir, I can you hear me? Hello? Hello? I can hear you. Okay. I am trying to get my Linksys router set up and I've tried to set it up two or three times and it's not working for me. I need you to walk you to walk me through setting it up. All right. the model number is an EA 7300 V2. You want the serial number now? All right. Serial number is 191 W.
00:00
Speaker 2
I, like I said, I can, so how can I help? can you give me the serial number and model number of your Linksys router? That's all.
01:00
Speaker 1
A-247. That's correct. My name is Dallas sparks. My email is D.Sparks4685@yahoo.com. That's all little letters and numbers. Sir? Oh, my internet provider. [silence]
02:00
Speaker 2
I'll read it back to you. So that's one nine two two zero No one nine one two Zero M two five a zero zero two four seven Correct. Okay. What is your first name and last name so I can create a record for you? [silence] What is your email address? [silence] Got it. And who's your internet provider? Uh who is your in... Yep. [silence]
02:00
Speaker 1
I think it's, uh, I think it's Serrus. No, it's Spectrum, excuse me. It's Spectrum. Spectrum is my is our Internet supp supp provider. Uh I'm I'm I'm trying to get my set up, but I I can't remember my password. I've tried I've got two or three passwords for it and I I've got it for uh, I don't know, uh the the Linksys. And then I've got it on your There's another password that I've got, but I don't know what it is and I can't get my laptop to recognize it. I'm trying to set up a new phone.
03:00
Speaker 2
bathroom okay I checking all right so uh right now you don't have internet connection
03:00
Speaker 1
And I've got to have router access to do that. So I guess I need to reset my password. I've tried to reset my password, and I can't do it. That's fine. Just, yeah.
04:00
Speaker 2
there a device is still connected to the Wi-Fi. All right. We'll figure out what to do with that. But let me, okay. I got the result the serial number right here. It shows that your EAA-7300. Unfortunately, this is out of warranty and for other one devices which charge $15 to assist. Are you okay with that? Not refundable. [silence]
04:00
Speaker 1
me, give me, give me, whatever it takes to get me connected. Yeah. I'm on my wife's phone, because my phone quit working, and I'm trying to hook it up to, and I've got my iPad hooked up, I've got my phone hooked up, but I can't reset my password. That's fine, go ahead. What do you need?
05:00
Speaker 2
okay so once you confirm there's a device still connected to the same Wi-Fi you're trying to to connect to and we might be able to retrieve the password. I mean I hope so. but yeah um. go. opening my tools. open. right I'll Okay. There you go. I got my tools open now and I'm gonna need to ask for your card information. Is that okay? Okay. I'm gonna pause the recording because we do not story okay?
05:00
Speaker 1
card number is [REDACTED_CARD_NUMBER][silence] name on the card is Dallas W. Sparks [silence] expiration is [REDACTED_PAYMENT_DIGITS][silence]
06:00
Speaker 2
[silence].
06:00
Speaker 1
Okay. Okay, you can send it to my email or pad, either one, and I'll get it. Okay. That's fine. All right. Supposedly, I've got it here on my email right here. uh service. Wait a minute. It says service @ paypal.com. That's not you, is it? Yeah. Yeah. Yeah. Okay. I paid.
07:00
Speaker 2
Got it. All right. Charging you $15 now. I'm also going to resume the recording. [silence] I'm doing it now. It was sent to your... I'm... Okay. I'm going to send it to your email. There you go. It's sent to your email now. [silence] No, I... We use PayPal. That's correct. huh. Now, uh let's Go back. Is your phone, I mean is your wife's phone connected to Wi-Fi? [silence] Is it iPhone or Android? [silence] What about your laptop? Is that connected to Wi-Fi, right? [silence] Oh, your pad is connected. Okay. Let's go to your Pad, your iPad. Go to Wi-Fi settings.
07:00
Speaker 1
Wi-Fi Linksys 27.63.247.-5 Ghrizzle. Umm. Yeah, okay, it's all dots and it says touch ID, I mean touch the password, but the password that I've got, the password that I've got does not work. My phone's password. uh yeah okay uh my phone's password
09:00
Speaker 2
Okay, do you see the the letter I inside the blue circle? tap on that, press that. End that. Yeah, and there's encrypted password with the item, something press that. Your phone password not it's asking for your phone's password. Yeah,
09:00
Speaker 1
I'm trying to remember what it is. Hang on just a second. Come on, come on, come on. Give me something. Uh, my mind is breaking up. All right. Hang on. Passwords. Passwords. Oh, I know what it is. I know what it is. Hang on. Uh, okay. I know, I know what it is. Now, what's my phone, what's my phone password? It's, uh, eight, 51369. And then that's, that's also the password on my iPad.
10:00
Speaker 2
okay did you use that did it work something oh the default password try the default password that might work oh password the bottom of Warrather huh uh huh Mm-hmm. [silence] let me see if it works I forgot sorry I was trying to fix my headset right here so I can hear you clearly so when we went to IPad settings the Wi-Fi settings you touch the encrypted password right it asks you for a password password of your phone you enter the password what happened did you see the password there because that should be your password uh-huh.
11:00
Speaker 1
uh, E-F-G-H-I-J-K-L links I I've got two links uh set up one is just links and the password for that is T-F-V-N-G-A-7-S-V-T yeah, it it's it no, it didn't work I tried it and I've got a links remote management password that I just I just tried to change it and it's it's one of them fancy multi it's three what G-U-I-D-9-E-P-4-G-5-W-2-
13:00
Speaker 2
uh-huh and you try that it did not work
13:00
Speaker 1
XDOOK X4 K E H V A dash blah blah blah blah blah and that doesn't work either. Okay. Okay, uh I mean, wait a minute just a second. Go to settings Wi-Fi Wi-Fi settings? Yes. I'm there. Yeah yeah.
14:00
Speaker 2
All right. So the pressure, let's try one more time. If this doesn't work, we'll do the next step, but hopefully this will work. So, go to your iPad Settings, Wi-Fi Settings. And then tap the letter I inside the blue circle. All right. Settings, yeah. One file Wi-Fi Settings, up to that. And beside the network name that your that that phone is connected to, there is a circle inside the circle. There's a letter I. Tap on that.
14:00
Speaker 1
There's a little circle there, and it says join this network and forget this network. Wait a minute. I clicked out of it and it. All right. Join this network. And captive Wi-Fi. It says guest password, guest password. It's asking for my guest password, guest password, guest access.
15:00
Speaker 2
Okay. What once you Oh, it's asking you to join the network. Ah, wait. Okay. Um, See. [silence]
15:00
Speaker 1
and I don't just I have that yeah can can you can you log into can you log into my uh laptop or my uh because I've had problems before where whoever was helping me could lock
16:00
Speaker 2
no, not the guess, not the guess, second, so here's what's gonna happen, since we're not able to login using the default password and the password is showing there, that password should work, however, for some reason it not work, but that should be the password though. Now, we're going to reset the actually, wait, maybe we can try another way.
16:00
Speaker 1
do a screen share, and you can do what you need to do on my laptop or my pad. Y'all can't do that? Okay. Okay. That's good. I don't mind. I just need to get fix the what? Google Chrome. I don't know that I've got. I may have Google Chrome. Let me see if I do. Uh, no, I don't think I've got Microsoft Edge. Uh, let me go a little. Let's see. I've got, I've got a Google password. I yeah, I got a Google password. Uh,
17:00
Speaker 2
I know we can't we can't do that anymore. I mean, we don't have the tools to do it. Let's go to Right, let's go to your laptop and open Google Chrome. I mean, uh if you have Chrome. Excuse me. Open Google Chrome on your laptop. What about edge? You have Microsoft edge. Safari browser. Not not the Google Chrome.
17:00
Speaker 1
uh let's see let's see uh e G well I don't see a I don't see a Google here on my on my pad I've got Google on my phone but all I've got the only G I've got some p portal but I don't have let me see if I've got one let me see if I got got Google on my on my laptop. uh all right let's see uh password is [silence]
18:00
Speaker 2
Yeah, and your laptop Google Chrome, I know but yeah, in your laptop. Google Chrome.
18:00
Speaker 1
shift and enter. All right. Now, let's see. Have I got Google? Uh, no, I don't have Google. Um, I've- I've got- I've got- I've got Safari and- And I've got, uh, I've got Safari and DuckDuckGo. Safari. Safari? Okay. Well, Safari
19:00
Speaker 2
what what browser do you have there any browser and let's use that Safari no just Safari oh open Safari browser yeah type [silence]
19:00
Speaker 1
well it ain't coming up for it. Oh wait a minute. There it may be. That may be it. uh well I've got a thing here, says, 'do you want to update the password saved for D Sparks on Link remote management? Can I update now?' Yep. Let's see. It's yeah. Here it is. I got it open now. Safari is... yeah.
20:00
Speaker 2
Oh no, not that. No, let's go to. You have the the Safari browser open? Okay. Okay. Alright. Go to MyRouter.Local. Type that into the very top search bar or the URL bar.
20:00
Speaker 1
Okay, I'm going to try let's see, personal information. Let's see what's uh, well, no, it ain't in there, Wi-Fi. Okay. Uh, my Wi-Fi is connected to the link's 002475 gigahertz. Is that what you were wanting? Yes. Okay.
21:00
Speaker 2
I know. Your computer that's connected to the Wi-Fi, correct? Okay. So just open the Safari browser and we're going to do the next step after that. So for now, just open the Safari.
21:00
Speaker 1
I'm in the Safari, in my Apple account for Safari, That's it. My MY my router, my router login, well it says my router. The next one is my router login. The next one is router.
22:00
Speaker 2
Okay. Now type in "my router.local" to the URL bar of the Safari browser. My router.local. Yeah. L-O-C-A-L. L-O-C-A-L. No, that's not it. No, no, that's not it. So my router.local.
22:00
Speaker 1
Oh, okay, .l.o.c.a.l, my router.local and click on it. Okay. All right, says accessing the smart route. Way. Auto access your uh router's local page set to connect your device to the local Wi-Fi or plug in via Wi-Fi by ether ether ethernet. Okay. The next one down there is accessing link router user interface. I've got several choices here. Oh [ silence ]
23:00
Speaker 2
myrourter.local. All right. Press enter. Yeah. That's the one. Enter. Press enter. Yeah.
23:00
Speaker 1
Right. Right, my router. local admin, right? My.com but my router.com local dash login admin. That it? Yep. Yep. In the very top search bar, I'm just going to say my router. local. Enter. Well, nothing. What I've got here is I've got a screen that says, Google my router. local and page is blank. I can't get to the admin account of my router.
24:00
Speaker 2
no no um is is that it no. um let's try again make sure that you're typing into the bird top search bar like the browser top search bar url bar no bird no no uh enter [silence]
24:00
Speaker 1
below that I've got several choices. Uh, I've got a sign in, you want me to sign in? Uh, I can sign in. Well, uh, down below when I go to that Google thing, on my router.local, it says accessing the Linksys smart Wi-Fi router using interface. The next one is how to access Linksys router web interface through a web browser for easy management. And then the next one is how to log in on my router.local in easy steps. [silence]
25:00
Speaker 2
Oh, no. Do you have Oracle browser that we can use or? What will we use, DuckDuckGo?
25:00
Speaker 1
well this this this is the my router local log in admin I click on that and see where that takes me. All right type right right right into your web and click in a log click click into your web browser's address bar or click on the link below I've got two choices there it says one choice is one choice is log in and the other one says admin.
26:00
Speaker 2
Oh, yeah, but it should route you directly to the admin page. It's not a search result. It's supposed to be not that way. I know. No, no. [silence]
26:00
Speaker 1
It says recover your account now I clicked on another button and it says recover your account now. The links right there. I've got it in my I've got it on my I've got it on my laptop and I've got it on my pad so I'm gonna do it on my pad. All right so I'm gonna get out of this
27:00
Speaker 2
No, no, not that. Forget about that. So, close the browser. We're going to try another way to access the settings of your router. How about we use the Linksys app? Do you have the Linksys app installed in your phone? iPad, right? Okay, let's use your pad.
27:00
Speaker 1
Oh, now go to settings, iPad homepage. Okay? That's where I am. All right. Under my system setting, I'm looking at wi-fi and
28:00
Speaker 2
Okay. Just open... Just open the LynxStand app. It's not in the settings. It's on the home page. I mean, probably it's there, but yeah. Go to your iPad home page and then look for the LynxStand app.
28:00
Speaker 1
002475 GH. And it says connected. That's my laptop. But what I need is I need a password. It's not there. Okay? That's me too. Oh my goodness. Okay. I got it. I'll tell you about this later. Okay? Okay, hold on. I need to do something with my laptop. Okay, hold on. I need to do something with my laptop. Okay, hold on. I need to do something with my laptop. IP address and your router is 192.168.1.1. You there? Hello? Okay. Okay. Okay. Links, um, Oh, okay. Okay. Like, uh, let's say I
29:00
Speaker 2
I'm still here I'm still here I'm just trying to fix my headphones sorry so yeah I'm also trying to find a way how we can log into the system settings can you open the lynxess app yeah let me know if it's open or just go to app store and let's download the lynxess app maybe it's easier that way [silence]
30:00
Speaker 1
I go to, um, I'm trying to remember how to get there from here. Um, oh, there it is, App Store. Yeah. Discovered search, L-Y-N-K-E-S. Ah, oops. L-Y-N-K-E-S. Links app. Click. All right. App for, Link, get it. I clicked on that. there. Now, it's just got L-I-N-K-E-D-I-N.
31:00
Speaker 2
app store. Uh-huh. And... Yeah. Search. Right. And so on. Yep. Good. Yep. It's a Linksys, right? With the blue L two L and what dot. But what is the the logo? What a picture. but yeah uh... get it thing maybe maybe that's the only one help me? wait yeah wait there there there there Oh, no, no, no, it's not. Go back to.
31:00
Speaker 1
OK. Let me get out of this. Uhhh. Well, how do I get out of it? Cancel. Error. Well. It don't want to do that. It. It don't want me let me to get out of it. So let me go back to this and I'll go to Wi-Fi.
33:00
Speaker 2
uh-huh [silence]
33:00
Speaker 1
and lengths [silence] I have no idea what I'm doing or how I'm getting there. [silence] Yep okay iPad okay all right. now I'm on my iPad in my main settings App Store.
34:00
Speaker 2
Uh, home button. Press that. Hmm. Then yeah, press the home button and then go to app store.
34:00
Speaker 1
App store today again, apps or arcade or just search link smart, Linksys Smart Wi-Fi. That's what you want. Well, it is link is first one. Next the next choice is link Linksys Smart Wi-Fi. The next choice is link router. The first choice was link, L-I-N-K-S-Y-S, you know, for getting dentistry or the A, B, C, or even the general health, you know, the air tag and health related stuff, you know, for dental hygiene, that's an app, you know, make an appointment and scan with your handheld navigation or just app shopping, you know, at the supermarket, you know, buy paper towels and other products that you need at an app store, and then go to lunch or go to sleep and you'll do it. And maybe even audible appearances or Tom Waterhouse or I don't know. I'm just doing this to entertain myself, really. This sound? Maybe burrito.
35:00
Speaker 2
search Lynx sys l i n k s y s what are the other after what about the first choice, yeah get that,
35:00
Speaker 1
Okay, ah, that's the, yeah, that's the, that, that's the lens, low bowl, logo there, the little black circle with a LL and a dot. Are a circle. So I will open that one. connecting to your router. Okay, email address. Rod of password. Alright. Log in with router passwords lets you manage while connected to your Wi-Fi. then then it says, in dim writing, it says, Enter router password.
36:00
Speaker 2
[silence] correct. [silence] Oh no, select the other option. There are two options to log in. Second option is the router password. Select that. router password. Yeah. [silence] Yeah, the router.
36:00
Speaker 1
Just all little letters A-D-M-I-N. All right? And click log in. Sorry, that's incorrect password. Well, let me go back and try it again. All right. log in with router password lets you manage your router while connected to your Wi-Fi. And then it says router password. Show hint. I don't see a hint.
37:00
Speaker 2
your password if you did not change it it should be admin the word admin A D M I N that's lower case correct yep it's all lower case right A D M I N is all correct
37:00
Speaker 1
You want me to enter that, what is it, TVNGA7-STV? That's the one that comes, that's the one that came with the router. A, D, you said A-D-M-I-N? All lower case. Yeah, that's, um, A-D-M-I-N. And then enter. Uh, well, it doesn't say enter, it just says next.
38:00
Speaker 2
No, it's not going to work. No, that's the Wi-Fi password. It's not going to work. Try again. Admin, A as in Apple, D as in David, M as in Michael, I as in India and as in Nancy. Perfect. All in lowercase or letter. Yep. Lower, yep. That's it. That's it, yep. Enter or sign in or login.
38:00
Speaker 1
it says log in is that not the correct password okay uh settings Wi-Fi settings Alright I'm there that's LIN KSYS lin KSYS oh oh
39:00
Speaker 2
is it connected to what name again what's the name of the Wi-Fi? [silence] and and there's uh eye information, right? it's the letter i. it's in in the blue circle. yeah. press and that should be the password. can you what phone are you trying to connect? is it your phone or or something else or or someone else? alright, but what
39:00
Speaker 1
My iPad, well, I'm trying to, I'm trying to get my, my phone connected to Wi-Fi. But in order to do that, I've gotta get a password for links. And I cannot get a password for links. Okay, now this is a brand new phone. And it says links, join, links 0247-dash-5GH. Enter the password. And it wants me to enter this, it enter, it wants me to enter this password, which is all little letters numbers, that's T, E, V dash zero two eight A
41:00
Speaker 2
Yeah. Oh. How about we go to your phone settings and go to Wi-Fi settings? Yeah. Yeah. Uh-huh.
41:00
Speaker 1
F VNG T F V NG GA T F VNG A seven LVT es VT and go and that's an incorrect password uh by cracky it is so [silence]
42:00
Speaker 2
Can you try again, but double-check? Maybe the first letter is in capital. Maybe that's what's happening.
42:00
Speaker 1
Well, now, now, but, the, the, the password is not, there's no capital letters in the password. It's all little letters and numbers. yeah. Well, I, Yeah, well. Look, look, looking at, looking at what the password is, there's no capitals, but I'll try, I'll try capitalizing the T. No capital. Okay. Uh. I don't know where, I don't know where to go from here. [silence]
43:00
Speaker 2
I think that's what's going on right now. That's why it's telling you incorrect password. Now, I'm saying when you're typing it into your phone, we're trying to connect your phone to Wi-Fi and maybe the first letters is in capital. Usually, that's the settings in your phone keyboard. No, no capital, no capital. That still didn't work. [silence]
43:00
Speaker 1
no tfv NGA 7-sv-t enter Unable to join the network. whatever is, whatever was programmed into my router as a password is not workable. Yep.
44:00
Speaker 2
Yeah. No, OK. It should work because your other devices were able to connect to that. However, I'm not really sure what's going on right now. But since that is the case and we've been trying for like 40 minutes now, we're going to reset the router. Just turn it off, wait for a couple of seconds, and then turn it on again. We're just going to give it a restart. So at least you're going to know that that's already done. Yeah. Yeah.
44:00
Speaker 1
Okay, well that means I've got a television, two iPads, an iPhone, Apple computer and an Android,
45:00
Speaker 2
subtract the router. But the problem is that once we do the reset, all your, all the devices that are connected to the router will lose connection. You'll have to manually connect them back to the Wi-Fi. That's what's gonna happen once we do the reset. Now, navigating the settings of those devices, we cannot help with that. We can try to help, but it's not our support. It's out of my scope. So, say for example, your television, you have to connect your television back to the Wi-Fi. Your your device, other devices, laptop or. iPad, something like that. Hm.
45:00
Speaker 1
Are you going to give me the password to get in there? You're going to tell me how to do it? hmm. OK. You're going to reset the TFVNG A7. That wasn't uh I'm I'm I'm I'm I'm
46:00
Speaker 2
Oh, no, we cannot reset that. We cannot reset that. It's going to be the same password once we do the reset. However, it should work after the reset. Everything is back to default. And, yeah, it should work. [silence]
46:00
Speaker 1
I don't know what to do. I mean, if you're saying do it, I'll do it. But if it don't work, I'm gonna beuh I'm gonna beck plumb out of work. I'm gonna be plumb out of problem. Uh control. Yeah. [silence]
47:00
Speaker 2
Hmm. That's why I need you to understand what we're going to do next. Because that's the only way we can we can get to the settings of the router, because we've tried the admin password and it did not work. Unfortunately, this type of router EA7300 does not have recovery key option or recovery key numbers to enter to reset the password. We cannot get to the admin password, we cannot get to the Wi-Fi settings. So there's no way we can retrieve the password of that case, other than resetting the router, however, again, the downside is that you'll have to manually reconnect your devices back to the Wi-Fi. That's okay.
47:00
Speaker 1
Alright so you're going to shut all my Wi-Fi down I'm by resetting it, but well, alright. So you're going to reset it. What are you going to reset my too? What are you going to reset my password to?
48:00
Speaker 2
By resetting the router, the settings will be back to default. The Wi-Fi name is gonna be back to default and the Wi-Fi password is going to be back to default, which is the password at the bottom of the router. And then that should work. All you need to do is to connect your devices back to that. But if there's a setting that we need to configure in your Linksys router, that we don't know because we cannot get into the router settings. So if there's a special settings that we need to configure, we might not be able to retrieve the path the setting for the password. Now, the password is going to be the password at the bottom. If we take a look at the bottom of the router, there's a password that [silence] it at that
48:00
Speaker 1
okay alright so you that's gonna be my new password like i got it when it was brand new okay all right and if it don't work what do i do buy a new router okay okay all right i'll try I I I guess so that means all my television and all my phones and pads
49:00
Speaker 2
It's gonna be the password. correct, correct, yeah. It's like setting up a new router. it should work. Actually, if it doesn't work, I'm thinking it's not gonna work. I believe it's going to work. However, if it doesn't work, really not sure what to do because it should work. Unless you have a computer that can be hardware directly to the router, then that way you can do another step to get the password. You want to try it? Let's do it.
49:00
Speaker 1
Okay. And then I'll have to restart them. And I'll have to - go back to - my uh I'll have to go back to the Linux app to reset everything. Right. [silence]
50:00
Speaker 2
aeh yes correct yeah yeah I mean if you want to change the Wi-Fi name and password you can do on the app or the web the web browser however if you want to leave it as default which is I think the Wi-Fi name right now is the default name I'm I'm just not sure why it's not working the default password so if we're going to reset it it's still going to be the same name but the password it's going to be the password at the bottom of the router eh
50:00
Speaker 1
okay, all right, I guess so, all right, so, yeah, you're gonna, you're gonna do that, but I'm still gonna have you on the phone so I can tell you what I can what I'm doing, yeah, okay, let's do it, yeah, yeah, a little, a little blue button, l I'm gonna have to get a paper clip so I can get in there and push that little button, I've done that before. I don't know why, I, I'll, I'll try it, let's do it. What do I do now? Just, you're gonna do it or you want me to do it?
51:00
Speaker 2
So you're okay with that right I need a confirmation with this you good okay so I cannot reset it here let's do it but I cannot reset it here you're going to do it on your router so there's a reset button at the back of the router press and hold that for 15 second um no I it's a red button yeah you might need a pen to push it down so you'll have a pen or pin to push it down okay. Right. Oh just do it. [silence]
51:00
Speaker 1
Press the red button 15 seconds. All right I'm pressing it now. And a little yellow the green light's still on and the yellow light's blinking. Nothing? Nothing yet Basically I've dropped the drop the ball. I'll try it again aha okay the word links is flashing or it did but it's not anymore [silence]
52:00
Speaker 2
just press that 15 seconds. Uh 15 seconds, yeah the world lynch is yeah what what happens.
52:00
Speaker 1
I can what? On the LANH is, it come back on but it's flashing. I've got I've got a little blue button there and it's got a red green light there. I've got a green light under the inter inter net and an orange light under the internet and link is not flashing anymore. It's still bright and shiny length. L-I-N-K-S-Y-S on the front of the router.
53:00
Speaker 2
I guess it's doing the reset. Oh, you can let go of the reset button now. If you're still pressing it, let go. Okay, now let's go to your phone settings. Go to Wi-Fi settings, please. [silence] It does look like it failed. It wasn't able to connect to the Wi-Fi Internet. Let's do this. Let me get an Ethernet cable from my truck. While I was getting the Ethernet cable, I thought I would ask you how your kids are doing and the last time you spoke.
53:00
Speaker 1
Alright, I'm gonna I'm gonna do it on my laptop. I mean, on my pad. Alright. Uh Wi-Fi is not connected. And I'm going to, click on links 00247 I'm gonna click on that. And it says auto join. And it's got there's the password. T F V N G A 7 S V T. and it says alright, let's see. It says no internet connection. All right, connect my phone. Now, I'm fixing to drop the router. I've got them set up here. Okay, let's see here. This says [silence] [silence] password.
54:00
Speaker 2
But it's connected, right? No. Well we'll deal about the the no Internet connection later. so connect your phone, for now, to the Wi-Fi. I still think it's not gonna work. yeah No, that's really weird, because we just got your iPad connected to the Wi-Fi. That password works.
55:00
Speaker 1
All right, I'm gonna try my, okay. How about if I, on my pad, it says forget this network and then try to pass with put the password and then get, so my password is gone, I guess.
57:00
Speaker 2
Yeah, but that password works when we tried your iPad. How about we try different device? How about try your other phone or your wife's phone? Yeah, yeah, you can try that.
57:00
Speaker 1
G-A-7-S-T-V. Go. Incorrect password for the links. Well, No. It didn't. Uh. Well, my pad is not connected to Wi-Fi anymore.
58:00
Speaker 2
wait wait hold on what happened? we just tried it and it works your iPad was connected to the Wi-Fi.
58:00
Speaker 1
I don't think. Let's see. I'm gonna try. TFVMGA TFVMNGA 7STV. Go. Incorrect path. a photo of this uh this okay let's see all right [silence]
59:00
Speaker 2
Take a photo of that password and send it to me. I'm going gonna I'm gonna send you a message you in your to your email and reply to that with a photo, okay? I thought your photo. The bottom of the bottom of the router, the bottom part of the router, where we can see the password, send it to me. I'm gonna send you a text email, okay? The message is test, you know, that's done.
60:00
Speaker 1
[drumming] [silence] hmmm, that's lovely [silence] well, uh I [silence] I can't get an email I never got you. I never got your uh, the last email I got was one that said, you paid $515 USD. That's the last password. That's the last email I got you wanna send it to my wife's phone? Okay uh hang on a second, let me [silence]
61:00
Speaker 2
Hey, what's up? [silence] Yeah, we can do that. So, what's the – what's the email?
62:00