V2 Rubric Detail — 16340f4e-7bad-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 15:44
Duration
70m 11s
Contact
Erin Rumore
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#TE00136544
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall34.5% (-5.5)

V2 Grader Summary

The agent demonstrated ownership and empathy but failed to follow required diagnostics (skipping direct modem test) and provided technically inaccurate password guidance for the MX6200, contradicting KB documentation. Communication was disorganized with unclear instructions, increasing customer effort. Escalation was appropriate given the unresolved hardware-level issue, with clear next steps provided.

V1 Case Analysis

Customer reports no internet after Spectrum modem replacement; MX6200 shows solid red LED. Agent performed power cycles, cable verification, attempted login (incorrectly using 'admin' as default), password reset with recovery key, and suggested factory reset. Issue persisted. Escalated to Tier-2 for MAC address registration (callback in 2-3 hours).

Troubleshooting Steps
  • Verified WAN cable connection to modem
  • Power-cycled modem and router multiple times
  • Attempted to access router UI via myrouter.info and 192.168.1.1
  • Incorrectly advised default admin password 'admin'
  • Guided customer through password reset using recovery key
  • Suggested factory reset and re-setup
  • Identified potential need for MAC address registration
Key Observations
  • Agent repeatedly gave incorrect default admin password ('admin') for MX6200 (KB: default is Wi-Fi password on label).
  • Troubleshooting flow was disorganized with repeated steps and failure to validate outcomes.
  • Agent eventually escalated appropriately but did not verify warranty status or provide clear summary.
  • MAC address registration was correctly identified as next step for ISP modem replacement.
Positive Highlights
  • Collected model number (MX6200) and serial number (10M2AD02738) early in call.
  • Performed basic power-cycle and cable-verification steps per universal_isp_modem_diagnostics.md.
  • Attempted both local access URLs (myrouter.info and 192.168.1.1).
  • Correctly identified need for MAC address registration after modem replacement.
  • Escalated to higher tier with callback promise, providing concrete path forward.
Agent Errors / Gaps
  • At [17:00], stated 'log into router the default password is admin A D M I N' — incorrect for MX6200 per universal_password_login.md (default is Wi-Fi password on label).
  • At [18:00], contradicted previous statement by saying 'try the default password at the bottom of the unit' — shows confusion about MX series defaults.
  • Repeatedly asked customer to retry access without confirming cable/modem status changes, causing unnecessary loops.
  • Did not follow structured troubleshooting: failed to confirm modem functionality via direct connection before focusing on router.
  • Did not collect or confirm warranty status despite discussing escalation and 3-4 year old device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The router remained with a solid red light and no internet connection; the issue was not resolved during the call.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped the foundational Step 1 in universal_isp_modem_diagnostics.md: testing internet directly at the modem. Without this, troubleshooting was incomplete and misdirected.
R3 Partially Met Correct resolution path conf 90%
Agent escalated after multiple attempts, which is appropriate, but failed to complete basic diagnostics first, suggesting the escalation path was taken prematurely.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent identified symptoms but did not follow a logical diagnostic sequence; skipped key questions (e.g., direct modem test) and failed to isolate ISP vs. router issue per universal_isp_modem_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 97%
Did not use the required tool: direct ethernet test at the modem. Relied solely on customer description of modem lights, which is insufficient per universal_isp_modem_diagnostics.md.
T3 Not Met No misinformation conf 98%
Told customer default password is 'admin' for MX6200 [17:00], but per universal_password_login.md, WiFi 6E/7 models like MX6200 have a default admin password that matches the WiFi password on the label, not 'admin'.
Communication
C1 Not Met Clear & professional language conf 92%
Frequent long silences, unclear transitions, and disorganized flow (e.g., repeating steps, unclear instructions) show loss of call control.
C2 Not Met Confirmed understanding conf 90%
Used inconsistent terminology (e.g., 'CA', 'crawler down'), gave confusing instructions, and failed to confirm understanding, increasing customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, attempted multiple troubleshooting steps, and only escalated after reasonable effort, demonstrating ownership.
O2 Met Proactive follow-through conf 97%
Clearly communicated next step: callback from higher-level support in 2–3 hours, with explanation of why escalation was needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Escalation was justified due to persistent failure to obtain WAN IP despite resets and reboots, indicating a complex or hardware-level issue.
E2 Met Escalation prep & handoff conf 96%
Agent informed customer of escalation reason, team involved, and expected callback window, meeting communication standards.
Customer Experience
X1 Met Customer effort minimised conf 90%
Repeatedly thanked customer for patience and acknowledged waiting time, showing empathy and professionalism.
X2 Partially Met Tone & rapport conf 88%
Agent remained patient but used overly technical language and unclear references (e.g., 'CA', 'crawler down'), failing to adapt fully to customer’s level.
X3 Not Met Overall experience conf 94%
Customer was forced to switch devices, retry steps repeatedly, and perform complex navigation due to agent’s unclear instructions, increasing effort.
Call Transcript104 turns · 110 lines
Speaker 1
Hi, I just got a new modem and now I don't have internet, and Spectrum said to call you guys for support, it might be the router I have. I don't know. yeah, the serial number is uh 58W.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. My name is Harold. How can I help you? Got it. Can you give me the serial number and model number of your Linksys router?
00:00
Speaker 1
1 0 M 2 A D 0 2 7 3 8. And the model number, do you need the model number? Uh, M X 6 2 0 0. Aaron Ramore? R U M O R E? Yes, correct. No, E R I N. Correct. [silence] it's E reynolds, 13 at Yahoo.com. Yes. So E reynolds One three at Yahoo.com. Correct. How many updates? I don't know that I've ever updated. Oh, just the one. We just have this one. Yeah. So I reset it on the bottom. That's what the app said to do.
01:00
Speaker 2
[KEEP_UNCERTAIN] did you say erin ell yeah, oh, thank you guys to get caught up again back with December right anything 50 to 5? Okay, how many links is, uh, this is called nose right away, but how many of these you got total? Yeah, how many links is rather just one? Okay, uh, can you tell me about the troubleshooting and you have done so far? [ silence ]
02:00
Speaker 1
and like the blue light is on but there's no internet it's saying like when we try and turn on the TV and stuff like that for Netflix it says there's no internet so I don't know if I need to like set it up as if it's new since I did the reset but I don't know [silence] yes, it's sold out. okay. but I can't get on the internet to look up how to set it up. Yep. Yep. Yep. the yellow one. yep. Yes. Yep. [silence]
03:00
Speaker 2
I think it's back to default, especially the light is solid blue right now. So it's ready for setup. You got me in the line. Let me help with that. Also, can you check the cable? Where is the cable plug in at the back there are two ports. The cable should be plugged into the internet port. Is that where the cable plug in right now? Okay. And the other end of that cable is connected to spectrum modem, right? Just checking. Okay. At the bottom of the tower, the white one, the links and router,
03:00
Speaker 1
yap, okay. 1, 2. okay. oh. yeah, now it's just white. okay, no, still just flashing. okay.
04:00
Speaker 2
If there's internet coming from the modem, the expected light of that should be solid white, and that means we, I mean, you have the internet connection, so we can configure the wireless settings later. All right. It's going to take 3 minutes up to 5 minutes, sometimes 5 minutes. So, I'm setting timer now. It's to 5 minutes. I'm waiting. You can ask me question or You can put me in your up to you. Okay. Okay. I'm right here.
04:00
Speaker 1
[silence] It's red now. Does that matter? fallow rad. All right, should I just like unplug it? Unplugging the modem. The router still has the red light. Even though the modem's ['s saying 'deaf dial.'] [silence] Keep watching and stay subscribed. I'll keep giving you amazing content.
07:00
Speaker 2
Yes. Is it solid red or blinking red? [silence] So probably it did not obtain the IP address [silence] from the modem. So what we're going to do [silence] turn up the modem, turn, turn it back on, but wait 30 seconds before you turn it back on. You can just unplug it from the power source.
07:00
Speaker 1
My modem, I guess, is just rebooting itself. What is that? the model number on the bottom. What would that be? Would that? No. Wait, I think I'm looking in the wrong spot. I already did that, Pete. No, on the bottom it has, oh, E31 U2 V1.
10:00
Speaker 2
Okay. What's the model number of your modem? Just so I can see what it looks like. Sometimes the spectrum model numbers start with the letter E. I'm sorry, CTO checking. [silence]
10:00
Speaker 1
No, the lights still blinking blue to white, so it's not.
11:00
Speaker 2
[u' So the modem has four , [silence] four lights. [silence] Power , online and voice something. [silence] I'm not sure what the fourth one. [silence] But yeah [silence] it's a power on and also the online. Solid blue. ']
11:00
Speaker 1
Oh, no, now just one blue. Yep. So the power and the online are both solid blue. Just still solid red. Okay. Okay. Okay. Blue. No, it's blinking blue.
12:00
Speaker 2
Okay, okay. Okay. Is the router now blinking, uh red or solid red? All right. Turn it off and turn it back on. Just quick off and on. Okay.
12:00
Speaker 1
Oh, it's red again, solid red. Um, uh, no, it does not have an Ethernet port, so we are really
13:00
Speaker 2
It's blinking red or solid red? [silence] So solid red. Do you have a computer that we can use and desk it up like Ethernet port or no?
13:00
Speaker 1
old MacBook laptop Okay. have the iPad Okay. Wi-Fi. Okay. Oh, it shows that the ZELOPE setup for remote the ZELOPE setup for remote [silence]
14:00
Speaker 2
okay all right. Let's see it. Um, okay. Uh, go to your- do you have iPad? that we can use? okay, go to iPad settings and go to Wi-Fi settings. And then find those eye- yes.
14:00
Speaker 1
3 2 that's on the bottom okay okay it's got a check mark okay http://myrouter.info okay it says this connection is not private [silence]
15:00
Speaker 2
Yes, correct. Connect to that without internet that's fine for now. Okay, open a open your Safari browser and don't access any website. I'm going to give you web address. Okay. I'm going to so the web address is myrouter.info Now type that into the very top search bar of your Safari browser, yes and enter. Click continue or
15:00
Speaker 1
Okay. More details. Okay, I don't know. Oh, yep, I got it. It's a website. Nothing. It hasn't taken me to the website. It wasn't doing anything. Let me see. Myrouter.info@gmail.com. Okay. Checking for internet, it says no internet connection. So, it said your internet might be done because of a local power outage or issue with your ISP.
16:00
Speaker 2
If you have the, show details, click that. then visit this website. something it's highlighted. read this website. Okay, what do you see now? it's loading or it's not doing anything?
16:00
Speaker 1
restart your modem or enter ISP settings? Or, sorry, what kind of settings were there? Or log in to router? Or try again. Okay, access router. Router password? And ID ID, oh admin admin. Okay, let's try again in 3, 2, 1. A-D-M-I-N. Return. It says it's incorrect.
17:00
Speaker 2
log into router the default password is admin A D M I N that's lowercase by default and not admin no A as in alpha yeah correct lowercase yes
17:00
Speaker 1
Okay. Let me see that one, okay, let me say one, okay, let me see one. [silence] We've updated our password requirements to be more secure. Please create a new one. All right. Um okay. All right. Um more options, choose my own. Um [silence]
18:00
Speaker 2
Oh, uh, well try the default password at the bottom of the unit. Maybe that'll work. Click Create a new one, and then create a new admin password. [silence]
18:00
Speaker 1
Oh shoot, okay. I hate this, phone exclamation, done. Reset. Okay, now we've got some self right. No, it says this device, a checkmark router, and then no internet connection to the internet.
19:00
Speaker 2
Okay, do you see the network status? Now no internet. Okay. Let's give the I should specify later. crawler down all the way to the bird bottom at the bottom lower right corner. When you see the blue background, and kind of dark
19:00
Speaker 1
There's OCA. Oh yep. Okay. Writer settings, troubleshooting. Okay. Oh, oh, wait a minute. It just says for troubleshooting. It just shows a chart.
20:00
Speaker 2
uh... uh... uh... there's a C A there. It's really small, but you can find it there. CA. Yeah. Click that. I'll... it will prompt you to the same page without the C A. And then let's go to the Wi-Fi settings under... uh... uh... router settings below troubleshooting. Rename the Wi-Fi to whatever name you want for your brother. uh... 245 6 gigahertz. And just use the same password and same name for all of them.
20:00
Speaker 1
iPad Mac address, IPV4, did I go to the wrong spot? Do I go to diagnostics or something, the tab's on top? Yes, yes. Which one do I click? Oh, yeah. Oh, so it says IPV4 with a colon and then a bunch of numbers. 75.135.178.199. And then there's there's one that says like IPv6 with the colon but there's nothing after it. [silence] Report and the firmware version is 1.0.114.216738. [silence] Oh okay. [silence] Release when you release and renew do you want to continue? Yes. [silence] Your router is applying changes. The action you perform may cause devices to temporarily lose. This may take a few minutes. Okay.
21:00
Speaker 2
Right, uh, that's fine for now. But wait. Oh, that's weird. Let's let's go back to status, click the status, and then below that, there's the devices and report option, and then click report give me the firmware version. Now back to diagnostics, and there is release and renew for internet address IP, the 4 do that.
22:00
Speaker 1
[silence] It's just solid red still. My iPad just says waiting and it's doing the circle thing. Okay, my head pad is back. The router still has a solid red light. Yep, WAP is loading. Okay, so.
23:00
Speaker 2
Is the router now blinking blue or blinking red? Okay. All right, let's give your router a Wi-Fi name and password. Click okay, hit the OK button and let's go to Wi-Fi settings. That's under router settings. And click Wi-Fi setting. You can use the same old name that you ...
23:00
Speaker 1
All right. I have a question. It says 2.4 or 5 or 6. [silence] Okay. going to be the same name I had before or a different one? Okay. All right. No no no, I don't. That's fine. [silence] I just want to keep it
24:00
Speaker 2
Yeah, yeah, those are your band, uh, it's a tri band, by the way. But but yeah, just make use of the same name, same password for all the bandwidth. Same name password. apply to close all the buttons. it will be best if you use the same name so that your device can recognize it and they can connect automatically. but it's up to you, if you want to create a new one, you can also do that. Okay. Oka.
24:00
Speaker 1
right click All right, it's still just a solid red light but I've got my, oh, you are not connected to your router, oh, the new Wi-Fi. Oh, uh-uh. Ah. Afro, Wi-Fi. Look, our East view. Okay. And then go back. Oh, okay. No, you are not connected to the router Shiki. Wait me. No, it says, oh, okay. I'm back on the screen. The light's still red.
25:00
Speaker 2
That's fine. Go to iPad settings, Wi-Fi settings. And find the Wi-Fi name you created for it. [silence] What happened? Okay. [silence] All right. Um. Uh, go back. Toh [silence]
26:00
Speaker 1
uh, troubleshooting... Under troubleshooting router settings, there's nothing. I don't know if I just need to wait another minute. [silence] Router not found. Oh... Hold on, what's that? Okay. Diagnostics. All right, I'm in. [silence] Restart mesh Wi-Fi system... That's that.
27:00
Speaker 2
okay I'm in click okay and let's go back to troubleshooting diagnostics oh you can just restart oh I see okay diagnostics there's restart not the reset, restart vault or mesh do that. yes do that and then let's wait.
27:00
Speaker 1
saying router not found. Do I just hit retry? Oh! No now it did but now it's just going. Yeah, so it just has waiting and it's circled. Oh! It's a blue light now. [silence] All right. It's flashing blue. Yeah, no it's flashing blue now. And my ipad still says still, still waiting. [silence]
28:00
Speaker 2
Is it up to you to restart? [silence] After it's restarting now. [silence] Uh so we let's wait uh hopefully that turns solid white because it has IP address so it should start. [silence] Unless we need to apply the Mac address, but we don't have that. [silence] We need a computer that can be wired directly to the modem to get the Mac address. [silence] All right. [silence]
28:00
Speaker 1
Okay. Okay. All right, so the iPad is still says waiting.
29:00
Speaker 2
Let's wait five minutes and, yeah, hopefully, it will work. If that's the way we'll try it. Thank you.
29:00
Speaker 1
But I was going to say it went back to a red light, it's flashing red to white. No. Now it's just red again. It was red and white. Now it's just solid red. My iPad still says waiting. Okay.
30:00
Speaker 2
Is it saying solid white. FPS and what/sign. I guess we can, wait for another two minutes and and see.
30:00
Speaker 1
All right. My iPad just said router not found. You are not connected to your router. Yep. Oh, yep. No, it just flashed off. It's still read that's just read. The iPad doesn't have the not connected to router thing anymore. That went away. All right, so just unplug it again. Oh, the the router or the modem. Okay. I just wanna make sure. Okay. Yes. Yep.
31:00
Speaker 2
Okay, but the router is still solid red? Okay, one more time. Wait, what happened? It's still red? Okay, turn off the modem for one last time, unplug quick off and on. Oh, just the modem, the spectrum modem. Right. And you're still on the liaison's page, right? Troubleshooting.
32:00
Speaker 1
It says, broader not found, you're not connected to the router. So one, two, three and then I said I could retry, but I'm just leaving it until the you tell me. OK. My router that info.
33:00
Speaker 2
Okay. All right. Close the page and open a new tab and then go back to my router, uh, the info. That info.
33:00
Speaker 1
It's just not loading. Which swam out. Nope. Okay.
34:00
Speaker 2
Is still now loading. Okay. Close the browser and the whole browser then I'm gonna give you the IP address instead or the domain name. So IP address tab is into the
34:00
Speaker 1
1 1 [silence] OK. 192.168.1.1. [silence] OK. [silence] The blue bar is very slowly moving across.
35:00
Speaker 2
web address by the uh the url bar that's 192 168 yes that 168 1 1 tracklist enter [silence] [silence]
35:00
Speaker 1
It's just kind of stopped without loading. Oh, maybe Safari couldn't open the page because the server stopped responding. Okay. Okay, I'm in here and it says, like I just changed it. It says no internet connection. Wait, the IP address. Yeah, so the IP
36:00
Speaker 2
Let's go. uh, Wi-Fi settings IPad and I'll be settings, and let's check the IP address. Let me know what what you're in the I I pad settings and Wi-Fi settings. Okay, beside that, name, there's like information icon. Yeah, tap the information icon.
36:00
Speaker 1
The address is 192.168.1.43. And the router says 192.168.1.1. Uh. Uh. I don't. Let me check. I have Google Chrome on my. Actually on my laptop, I do. Let's see if it'll even turn on for me. Oh my God. No, the laptop won't even turn on. It's very old. We are in the market for a new one.
37:00
Speaker 2
So, it's the same then. Do you have Google Chrome? Hmm. Okay, connect your laptop to the i. to the Wi-Fi. Let's access 192.168. Right. Well, that's fine. Let's go back to our...
37:00
Speaker 1
Okay. How do I use incognito? New private. How do I? Where do I go to new private? Oh, yes. Yep. It says it's a show reader listen to page, translate, hide toolbar, request mobile website settings or privacy report. I'm the worst, I'm sorry.
38:00
Speaker 2
close everything or use Incognito or new private in Safari that new private, yes. Double A. The capital A and a small A. click that and do you have private browser? Something like that. What do you see in there. [silence] [six seconds later] I guess we, uh, we can try the... [silence] [eight seconds later] it's okay.
38:00
Speaker 1
Okay. Oh, all right, I got a sense. And it says router password, is that, the new one, the one that I just made? Let's try. Okay. Yeah. Nope, incorrect password. Uh, let me see what, should I see what Wi-Fi I'm connected to? Oh my gosh.
39:00
Speaker 2
Let's try again. My router, but open a new tab. I think so, yes, that's correct. The first password you created. Yes please if you're connected to link. I think you're connected to link as Wi-Fi, since you're able to access that page, but you are definitely.
39:00
Speaker 1
Yeah, and I did. That's. It did not work. Let me try it one more time to say if maybe I pressed the wrong button. Oh, I have to wait 16 and 10 seconds. No, it says it's incorrect.
40:00
Speaker 2
you're only connected to it. Uh, the password is that's that... I think you created the router password. When I said 'admin' and that's incorrect, you entered the wireless password, then... not went through, but it asked you to create a and then password, right? What did you create? Uh... you entered that and it did not work. Okay. Okay. Okay. Okay. Okay. Let's reset it instead. Click reset password and then just remake the password. It will ask for recovery key. Then...
40:00
Speaker 1
[silence] okay [silence] [silence] [silence] [silence] I'm back on the page with the CA at the bottom.
41:00
Speaker 2
your keys are at the bottom of the unit, five in my best there.
41:00
Speaker 1
Yeah. Okay, so... there are two charts, Internet and then one... Oh, in line with the word Internet. Uh, that there's nothing under the 10, 100 mMbPS, but there's an X under one gGBPS.
42:00
Speaker 2
I'm sorry, I didn't notice how to mute up. So go to troubleshooting. And then the status below that report, click report and then scroll down to the bottom of that, you will see ports in the line with the word in. Yeah, I was about to say that. Yeah. Okay, so cable is being detected. What about Wind?
42:00
Speaker 1
Uh-huh. uh-huh. Oh, uh, 75.135.178.199. okay.
43:00
Speaker 2
one, the number one. There's nothing on it? OK, go, go back to the. Nostix. What is the internet IP address, IPV for. Give me a minute or two. I'll be right back. I'm just going to check something right here, OK? Thank you.
43:00
Speaker 1
Yes, I'm here. I think so. Yes it is. Yes.
47:00
Speaker 2
Thank you so much. Patiently waiting on the line. Hello? The light of the router is still red. This is a new modem, right? [silence]
47:00
Speaker 1
Yes. It's a direct outlet. Both of them are in a direct outlet. Oh, okay. Which one? The router or the modem? The router? Okay, I'll plug it in and put it
48:00
Speaker 2
And this is your first time connecting this mx 6200 to that. Correct? Okay. Where is the mx 6200 connect I mean plug in right now direct outlet or power strip. Okay. Is it possible for us to plug that into a different outlet maybe it's not receiving enough power or something. I'm sorry the mode no the router.
48:00
Speaker 1
Okay, I just put it back in. It is linking blue. Yes, okay.
49:00
Speaker 2
Okay, it's blinking blue now. Okay. Now, let's wait two minutes.
49:00
Speaker 1
Okay. Unplugging. Unplug. Plug back in. But the router's now red. Because it hates me. Okay. Okay. Okay. Okay.
51:00
Speaker 2
no woah that's booting up can you also turn off the the modem and off i mean plug it back in i know you've done it but we need to do it again okay right uh let's wait for the modem to fully boot up and let's see if this will not work, we're gonna reset the router again and try again
51:00
Speaker 1
the two blue lights are on for the modem. All three are, solid red. The reset button, okay. One, two.
54:00
Speaker 2
And the radar's blinking red or solid red? Okay. Right. Let's reset the router. Press and hold the reset button up that hold it down for 20 seconds. The smaller button. Yes.
54:00
Speaker 1
[silence] okay okay sell my blue [silence] Lincoln
55:00
Speaker 2
ok, let's wait to show solid blue light and disconnect to the default Wi-Fi of that. it will cycle to blinking blue and then solid blue, back solid blue. uh.
55:00
Speaker 1
Yes it is. Want to start. Okay.
57:00
Speaker 2
It's back solid blue now. Okay, go to your iPad settings and find the Velop setup Wi-Fi. Connect to that. [silence]
57:00
Speaker 1
[silence]. Log into router. This has no internet connection. So, that's on the bottom. Good. Leh Lasi.
58:00
Speaker 2
open browser go to myrouter.info again. . enter the enter the router password.
58:00
Speaker 1
It says, create, we've updated our password requirements. Create a new one. This is going to be it. Okay, I'm in. Okay.
59:00
Speaker 2
demi make the same password okay thank you let's go to click the C.A I mean go to CA and then go to troubleshooting diagnostic [silence]
59:00
Speaker 1
OK, I'm there. 75 dot 135, dot 178, it's dot 199, OK. OK, it says please set up your Wi-Fi SSID and password.
60:00
Speaker 2
What is the IP before address? [silence] Still just saying. Okay. Click okay and let's go to connectivity. And go to the last tab under connectivity. That's CA router set up. Yes, create the same Wi-Fi name and password.
60:00
Speaker 1
Okay. Your router is applying changes. Okay. router not found. You are not connected to your router. Should I hit retry? Now I'm not on. Oh, do I have to go back to Wi-Fi? I'll have to go back to Wi-Fi. Go to Wi-Fi settings. Re-enter your password.
61:00
Speaker 2
then click set up node once done. I'm sorry, I was trying to fix my shirt right here. But yeah, go back to wi-fi and connect to your new wi-fi and back to myrouter.info.
61:00
Speaker 1
Yeah, it also is, It's not connected. This trial. [silence] Do I open a new tab for my router or just stay on the old one? [silence] Okay. [silence] Rooter. [silence] Eh. [silence] Modem out. [silence] And then [silence] the router back in first. [silence] Okay. [silence] Okay.
62:00
Speaker 2
uh, no, let's not do that for now. Let's try to restart. Unfortunately, we're going to do it again. Um, restart the modem and the router, but unplug the router first and unplug the modem after you unplug the router and plug back in the router plug back in the modem. To power. Thank you.
63:00
Speaker 1
Yes. So... Yes. No, no, no. What's your question? It was working up until I just changed it. Today. I just changed the mode into that. Oh, I don't know how long, like how many years have I had it? I don't know. Red. Do I need a new router?
66:00
Speaker 2
Hello, Aaron. So can I ask a question? So how many months is this router working before to your old modem? How long have you been using this MSFS halo? Yes, okay, alright. And what's the light up the router? Solid red, okay.
66:00
Speaker 1
I don't think it's that very old. Three years or four. Okay. Mhm. Yep. [silence]
67:00
Speaker 2
Oh, no. Uh. No, I'm just asking. Uh, cause I'm just checking something right here. This router should be a good router and I don't think you need to upgrade it. I'm just asking. Because also need to like check the warranty, it does not show the data right here when I checked serial number. Might I might take this one later but give me a minute or two. I'll run back, okay? I'm just I'm sh I'm really sh thank you.
67:00
Speaker 1
uh-huh okay all right thank you so much
69:00
Speaker 2
Manager 1 Thank you so much for patiently waiting on the line, Erin. So what I'm going to do right here, um, this is actually kind of weird that you weren't able to obtain a router IP. I mean the modem's IP address, but I think one of the ways to resolve this problem is we need a computer that can be Hardware directly to the modem to get the MAC address and apply it to your link. so Fiber, so that it can register it and adapt to your, to your modem. But right now, I'm going to ask you to get to the level to support, maybe they can do something about this. A callback is going to take two to three hours. Is that okay? They're more more advanced with this. Okay. And I appreciate your patience with this. Do you want to ask something? Anything you want to add?
69:00
Speaker 1
No, no. Thank you. You've been very helpful. You too. Bye-bye.
70:00
Speaker 2
you have patients again. you take care of a good one.
70:00