V2 Rubric Detail — 19796710-7cc2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 00:47
Duration
65m 56s
Contact
Daniel McSwain
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00136778
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical3.12/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.43/5
Overall52.1% (-3.9)

V2 Grader Summary

The agent performed thorough troubleshooting (reset, cable checks, diagnostics) but gave inaccurate technical details (wrong IP address, non‑existent purple LED) and failed to resolve the issue, ending with a recommendation to contact the ISP without a concrete follow‑up plan. Ownership was shown, yet no clear next steps were set, resulting in an ownership gap.

V1 Case Analysis

Customer reports MR-8300 shows solid red and no internet after lightning strike. Agent performed factory reset, used incorrect 192.168.101 IP, instructed unnecessary 5-press reset, checked port status showing X on WAN. Loopback test confirmed WAN port failure. Advised to contact ISP. Possible hardware fault on router's WAN port.

Troubleshooting Steps
  • Factory reset via reset button
  • Attempted access to 192.168.101 (incorrect IP)
  • Unnecessary 5-press reset after factory reset
  • Checked WAN port status (X marks)
  • Swapped Ethernet cables
  • Performed loopback test (WAN to LAN)
  • Tested with backup modem
Key Observations
  • Agent provided incorrect router access URL: 192.168.101 instead of 192.168.1.1 (transcript [36:00]).
  • Instructed unnecessary 5-press reset after factory reset, which is not a valid reconfiguration step (transcript [30:00]).
  • Call was highly inefficient with repeated resets, looping instructions, and failure to follow logical troubleshooting flow.
  • Loopback test was correctly performed and effectively isolated the WAN port as faulty (transcript [51:00]).
  • Failed to verify ISP-specific WAN settings (PPPoE, VLAN) before concluding hardware fault, though lightning strike context makes this less critical.
Positive Highlights
  • Collected customer name, email, model number, and serial number early in the call (transcript [24:00]-[25:00]).
  • Performed a factory reset correctly via the reset button (transcript [26:00]-[27:00]).
  • Correctly identified the need to check port status and observed X marks on WAN (transcript [39:00]).
  • Successfully guided the customer through a loopback test that effectively isolated the WAN port as non-functional (transcript [51:00]).
  • Recommended a valid next step: verify modem connectivity directly and contact ISP (transcript [64:00]).
Agent Errors / Gaps
  • Provided wrong router access URL (192.168.101) — correct is 192.168.1.1 per universal_password_login.md.
  • Instructed a 5-press reset after factory reset, which is not required or documented for initial setup — this is a pairing method, not a reconfiguration step.
  • Repeatedly asked customer to go back to diagnostics during troubleshooting, causing confusion and inefficiency (transcript [47:00]).
  • Failed to confirm correct WAN settings (PPPoE, VLAN) before concluding hardware fault, though lightning context may justify this omission.
  • Misinterpreted loopback test — correctly performed but did not explicitly state that a working LAN port receiving signal confirms the cable and modem are functional, isolating the fault to the router's WAN port.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call suggesting customer contact Spectrum; no internet connectivity was restored.
R2 Met Diagnostic thoroughness conf 90%
Agent walked through factory reset, 5‑press reset, cable swaps, loopback test, and router diagnostics.
R3 Partially Met Correct resolution path conf 85%
Agent performed extensive troubleshooting but did not verify warranty status or offer an RMA despite possible router hardware fault.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptoms (solid red light, no internet), asked about lights and cable connections, and followed a logical sequence of tests.
T2 Met Appropriate tools / resources used conf 90%
Used router web UI diagnostics, loopback test, and cable checks – appropriate tools for the issue.
T3 Not Met No misinformation conf 90%
Provided incorrect IP address (192.168.101) and mentioned a non‑existent purple LED, leading to inaccurate guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept the call moving but did not set clear expectations at the start and had several pauses/unclear transitions.
C2 Partially Met Confirmed understanding conf 80%
Language was generally understandable, but the agent did not consistently confirm the customer's understanding and gave some confusing instructions.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed multiple troubleshooting steps, and did not transfer the customer.
O2 Not Met Proactive follow-through conf 85%
Agent only suggested contacting Spectrum with no specific timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This appears to be 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 clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent did not acknowledge the customer's frustration about the lightning strike or express empathy.
X2 Partially Met Tone & rapport conf 80%
Agent responded to the customer's pace but did not adapt tone significantly or check comprehension frequently.
X3 Partially Met Overall experience conf 80%
Agent performed many steps for the customer but required the customer to repeat actions and did not streamline the process.
Call Transcript78 turns · 81 lines
Speaker 2
Welcome to link sys 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.linkiss.com for more information about your product. [silence]
00:00
Speaker 1
Oh zero eight four seven zero zero eight four seven zero zero eight four seven zero. [silence] Can't connect to Wi-Fi. [silence] Sorry, I was just on speaker phone. Can you repeat that? Hey, can you hear me? Yes. I am having trouble connecting to my router after a lightning strike. I was on the phone with spectrum and they confirmed that my modem is connected to the internet correctly, but my Linksys router is having problems. Correct. So, I'm able to actually connect to the router through Wi-Fi and then go to my Linksys smart Wi-Fi through the, you know, 192.168.0, but it has no internet connection.
05:00
Speaker 2
Thank you for calling Linksys technical support. My name is Paul, how may I help you today? Um, sir, this Paul from things is technical support, I will help you today. Man, Isolate computer. So basically sir, you are unable to get online to the internet when connected to Linksys, of course. Oh, the web interface. Yes. I see. Okay, so for this one, let's see what
23:00
Speaker 1
Daniel McSwain. McSwain? Yes. Daniel McSwain at gmail.com. Correct. Yeah. The uh, the model number is one second. One second.
24:00
Speaker 2
[silence] you can do because we might need to reconfigure the router for this. So before we [silence] let me create a ticket for you. Can I have your first name and your last name? How do you spell your last name, sir? Okay. Okay. that's Daniel. Okay, thank you. Sir, your email address [silence] just your first name and last name @gmail.com, right? [silence] and can you have the model number of your Linksys router?
24:00
Speaker 1
It is MR-8300. Serial is 29-V as in Victor 10, m as in Mary, 205, a as in Alpha, 177-68. Correct. Correct.
25:00
Speaker 2
Okay, my ID is 700 and how about the First, okay, the spiral number V for vector 10 M Mike, 2, 5, 8 for alpha 1 7768, correct? Okay. [silence] Okay, and your either of course your I SP is spear 10 night. I'll check something. Uh okay. Um, but let let me check for the warranty status of the device. [silence]
25:00
Speaker 1
it is solid red. Yeah, yeah, I've I've done full reboots of, modem, router, and computer for, you know, a minute. Yes.
26:00
Speaker 2
ICE let me check. Last one minute. And by the way, sir, may I know what's the status light on the router right now? Oh, solid red. Yes, it's disconnected. Okay. So what are we going to do first, right, if we oh, by the way, sir, how about this one? Before we reset, have you already tried to reboot the modem, just unplug the modem from power and power it back on or we did not. Okay. So let's try this one. This one. Let's try to reset and reconfigure the router instead. Okay. So at the back of the router, you have there the reset button, right? So, yeah, it's a red button inside the hole. Yeah, at the back of the router. Okay. So please press and hold that reset button. Okay, so please uh press and hold that reset button.
26:00
Speaker 1
Okay. I do see a blue light and I will let go.
27:00
Speaker 2
ok we'll let go yes ok so at this point we will wait until the light turns solid purple ok and but it was oh yeah while waiting for the routers
27:00
Speaker 1
Yeah, that's fine. I mean, if it's, if it was damaged from the lightning strike, I'll replace it. But if it's not damaged and it just needs a reset, that would be less money. Okay. it is it's doing it it's doing it blue light is flashing on and off no purple yet. I am seeing green and orange lights flashing from the the cable lights so it's it's thinking.
28:00
Speaker 2
Well, let's wait, sir, until the light turns on. Okay. Yeah. Let's do it sometime. Yeah, that's okay, sir. That means there's an activity.
28:00
Speaker 1
O.K. Red light, solid. Solid, solid red. Not it's very solid red. Can I do it for my computer? Let's see. Yeah, let me see. Uh-oh. Lensless setup A20. [silence]
29:00
Speaker 2
Is it solid red or solid or pinkish red something? OK. Can you check the the Wi-Fi settings on your phone? Yeah. Can you go to Wi-Fi? Please double check if you can see the Linksys setup name or if you can see the name. Yes. Yes, if your computer has Wi-Fi sir. Yeah, please do. Yeah, if you can see. Anything that says Linksys or Wireless Network Setup.
29:00
Speaker 1
Yep, I say links of setup, A20. Alpha 2, 0.5 times. Okay. One second. Let's see. If the button goes there just not, one, two, three, four, five. And the light is now orange and turned off and flashing orange.
30:00
Speaker 2
820. Hold on. Hold on. A. A. Alpha 20. Let me just... oh, yeah, that's not a default name. Okay. So that means that we have successfully restored the router to factory defaults. Now to reconfigure the router, sir, please press... so this... so again, sir, press the reset button, but this time press the reset button five times. Not too fast, not too slow. Five times. Yes. Let's count to like 1, 1, 102, yeah. Five times. Press release, press release. Okay, good. Mm-hmm. Mm-hmm. Okay, good. Then we wait for the router's LED to turn from red to blinking blue. That is an indication that we can start reconfigureming it. Sir, can you see the light change? Yes. Yes, we have. When you see the LED light turn blue, that means it's in pairing mode. So you can start connecting your phone or your computer over to the router.
30:00
Speaker 1
Just one router. All right, now it's doing, limp blue, then orange and red, now it's back to flash and orange. Okay, it is solid red again. [silence]
31:00
Speaker 2
This time, Sure, let's wait until it turns solid blue. And by the way, Mayno, how many routers do you have in total? Sure. Do you have only one one router? okay.
31:00
Speaker 1
Oh, well, no, it flashed. Maybe it's not done. No, it's all there. Yeah. The modem is an Arris Surfboard SB6190. Um, they're showing, they're showing normal, correct lights. It's got powers on, upload, download are both blue, and then the internet is green.
32:00
Speaker 2
solid red should have been in case okay it turns solid red by doing so I'm just manually what is the median model of your modem zero six one nine zero okay thank you a risette six one let me just double-check this one okay Sussy the wide and by the way Sir and no what are the lights that are lit on the modem right now and also said to confirm this while I'm
32:00
Speaker 1
Correct. Yes. So, I have, I have the coax going in, or the internet cable, and then one ethernet out to the Linksys. Yes. I will connect. Let's see. Oh, ok. It's here. Ok. I clicked on connect, it does say secured, and then it says can't connect to this network. So I need to go back to the 192.168 address. Um, it says it says can't connect to this network.
33:00
Speaker 2
i mean this modem has only one ethernet ports i mean ethernet port at the back right okay yeah then quit going to the router. i see okay do you have a? oh wait can you connect your computer to that links name? 120 or that default name of the router? can you connect to that wai name? or a 20. can you connect those uh, is it? but this might do is your computer shows connected to the links ok let's double check we need to make sure it's connected [silence]
33:00
Speaker 1
Oh, there we go. Oh, I just tried it again. Then it says enter the password. Let me go look at the router real more time. I know it's on the back. Let's see, I will need to take a photo. Okay. Let's see, entering the password.
34:00
Speaker 2
Oh, cannot connect? Did it ask you for the Wi-Fi password Sir when you connect to the Linksys? Oh, okay. Yes. Right, the default that. Yeah. [silence] Okay.
34:00
Speaker 1
DCTX DCED on HDCP. Okay, it is verifying and connecting. Okay, it is connected saying no internet, but secured.
35:00
Speaker 2
Okay, let me know, so if it shows connected. so we can access the web interface. [silence]
35:00
Speaker 1
Yep. I want to download the links with that. Ah, perfect. Okay, once the Access router passes it again, I'll type that in. Okay, yep. Yes, I'm in. [silence]
36:00
Speaker 2
Okay, good. So on your computer, sir, please open a browser, then access 192.168.101. That is the setup page of the router. I don't know, just double-click the picture of the phone. Double-click anywhere on the picture. Yeah, then it says, Waiting. And it will show you the box. Okay. Oh, so router password you just use admin since we admin, since we reset the router. ADMIN all in lower case. Okay, are we in? Okay, good. Uh, then on the router's page, sir, please click first on oo.
36:00
Speaker 1
Okay. Currently, it is 0.0.0.0. Do I need to release and renew? Okay. It is, it's applying changes.
37:00
Speaker 2
troubleshooting. I go to troubleshooting window then on the troubleshooting window click on uh diagnostics then under diagnostics window sir can you tell me sir the internet address the IPV 4 internet address Oh, I see. So it didn't obtain any IP address. Uh give it a try. Yeah, under 'next to the IPV 4. But I think that that works but just give it a try. Let's see.
37:00
Speaker 1
It is, it's in process. Okay, went back. Uh, still says zeros across the board. Okay? Mm-hmm. [silence]
38:00
Speaker 2
How was it there did it obtain any IP address or still the same thing okay? Okay, uh, yes, yes, zero. Okay. Let's click on status tab sir. Yeah. First up, click that one. Then under status, stop sir, click on report. and check the port status. Mm. Is
38:00
Speaker 1
Yes. I do see X marks. So on the ports, on the ports, internet is X'd under one gigabit per second. And then uh number three port is marked X under the 10 and 100 megabit per second. Port three. Uh is a secondary uh Philips home deck. Should I unplug that?
39:00
Speaker 2
Hello, sir. OK, so I scroll all the way the way down to the bottom, sir. OK, so I'm. I'm just. What's the port status? you see in a next to mark? Now where where's the X mark? Does it have an X mark or the internet port? OK. what is in the device connected to that port three? Yes. What is the device connected to port three? Yeah, but that should not be a problem. OK. I don't know.
39:00
Speaker 1
Let's see. [speakeronepd]. going to plug the mom you want me to plug the modem straight into the computer. [speakeronepd] in the cable and the mode in the in the router going to my computer.
40:00
Speaker 2
Okay, so do you have a computer that we can connect wired to the modem? So what are we going to do since we're try to we'll check first the IP settings of your modem, so we can reconfigure the router? Yeah, directly. Yes, then we can check the IP settings of the computer. Then we will manually configure the router.
40:00
Speaker 1
Oh I wonder if the cables Fred I don't know No no, sorry No sorry Hang on Hang on I think Oh, hang on I might have something backwards here I might have had the cable from my computer going into the router on the internet side and the modem cable going into the output Let me see if this fixes it I think when I unplugged everything I might have plugged it back in wrong hang on Let me see if this does anything That would have been a dumb mistake Um Although still
41:00
Speaker 2
Mm-hmm. Yes. Oh, but there's an yeah, but there's an X marker. That means it's detecting the cable. Okay. Okay. Oh, yeah, maybe you have it yeah, maybe you have it like interchange. Make sure the modem okay. Yeah. make sure the modem is connected to the external port. Yeah. maybe it makes a difference. Yeah.
41:00
Speaker 1
No, lights coming on. I am curious still if this cable is broken. I do have a second cable. I can try swapping cables. [silence] Get rid of this one.
42:00
Speaker 2
Gee, just the cable. Just the cable. Okay. Just make sure, sir, the modem is connected to the internet port on the router. Yeah, that's the very important thing sir because once it's connected to the internet port, then the light ship turn solid blue.
42:00
Speaker 1
Well, I have it connected correctly now, but router's flashing red. Do I need to do a reboot of both the modem and a router now that I have it connected correctly?
43:00
Speaker 2
Yes, diagnostics, check the internet address, if there's one, if not, try to release menu. I tried to release menu. [silence]
44:00
Speaker 1
[silence] it just finished and still says zeros across the board. So I should go to status and report again. [silence] Uh the internet port is no longer showing an X. And port number four, no X on the internet port now. I actually just swapped it. Yeah, I just I just swapped it when I noticed the it was plugged in wrong.
45:00
Speaker 2
How's it going, sir? What's the... Yes. Yes, yes, Richard. Check that. There's still an X. There's no X on the internet port? Oh, yeah, I should be. I should have one, sir. Yeah, can you try to, have you already tried, like, to swap that cable, sir? Yeah, can you try to use a different cable? Yeah, because it should be detected. Yeah, can you? Yeah, can you try to use that.
45:00
Speaker 1
all right, so my big goes, okay, out from the modem into the internet point of the outer. Now, should the lights on on the internet port on the outer be flashing when I plug it in? It doesn't have any lights flashing. No, the lights under the cable on the router or not flashing.
46:00
Speaker 2
Other cable, sir. But there should be an X mark, that's where we start, sir. Because if there's no X mark then that means it's not detecting the modem, so that's not good. We'll not able to proceed. Yeah, then just refresh that troubleshooting page. It doesn't flash? Can you go back, sir to the report page? Yeah, yeah, it should flash, indicating that there's an activity. Can you try to go back, sir, to reports window? Yeah, refresh again. It doesn't show then, sir. It should not detecting again then there should be something wrong with the modem. Yeah. Yeah because the modem, sir, is working right now. Yeah. And the connection is showing at the moment, so yeah, it should show up the signal. Can I see that? If you can see the light blinking, sir, then that's clear it's working. [Silence]
46:00
Speaker 1
Yeah, I'll try again. No X Mark. I have an X mark on port four, but there's nothing plugged into port four. Okay. I clicked it. I had rebooting rebooting.
47:00
Speaker 2
just click on refresh let's see if this if the if the x mark will show up no X mark yeah but that's not that's yeah so there's something wrong here ok so can you go back to diagnostics then this time so under diagnostics click on yeah under factory reset click on reset to factory default trial ok so can you go back to diagnostics can you go back to diagnostics can you go back to diagnostics Steve can you see that trial trial can you go back to diagnostics and click on sure can you go back to diagnostics then this time so under diagnostics click on yeah under factory reset click on reset to factory default trial trial trial trial trial trial trial trial trial trial trial trial trial can you go back to no. Oh. There we are. How's it going? So did the light on the router turn back to solid red? There we are.
47:00
Speaker 1
I think it must still be rebooting. It's doing a light blue flash. Okay. Now it is solid red. No lights. There's lights on the output. No, sorry. Sorry, there's there's lights on the ethernet. Yes, but no lights on the internet.
49:00
Speaker 2
Still flashing? okay, how about, can you double check again to the ethernet port, in the back, if it has a light on the internet port? Hmm. Still no light. Hmm.
49:00
Speaker 1
It is um connected into my PC directly. I I I've actually now unplugged that one. So it's just it's just internet and internet out. [silence] Yes, yes, there's only on the ethernet port. Not on the internet port from the modem. Maybe the port might have been fried. Unplug the.
50:00
Speaker 2
What device is connected to that Internet, uh, Ethernet port? Oh yeah, the other device. Okay. So, none of the light, none of the ports, I mean, none of the lights are lit up on the back of the Router right now, correct? Yeah, so when I I I'm just. Yeah, yeah, because that is actually the source. So, we have something wrong here, so it could be the it the one, the Internet port on the Router. But let's try this one, sir. Can you unplug the other end of that cable, sir, from the Modem? So what are we going to do here, sir? So, we'll try to perform the what we call the loopback test. So, this is to test tech connectivity on the port of the Router. Okay? Yeah, so just unplug the other end.
50:00
Speaker 1
Plug it from the modem ok, I'm gonna unplug the ethernet port going to my PC. So I just have I essentially have the router with the internet port plugged in. And I'm going to plug it into the ethernet as well to loop it. Okay. Thank you give I do the same. Mhm. Oh, they both went up. They both both went up. Port three. They both lit up.
51:00
Speaker 2
other end. Yes, the other end from the modem. Then just leave the cables that are connected to the internet port of the router, just the one in the modem. Just unplug that cable. Okay. To loop it, so just leave the cable connected to the internet port of the router. Then connect the other end of that same cable to port number four, the known working port. Let's see if that internet port will lit up. You just look They both let up. Okay. So, yes, I think. Try to port number three on the router. Try port three. Mhm. Okay.
51:00
Speaker 1
Yes, I think so. All right. Well, hang on. I, I do have, I do have a backup modem. I could try plugging that in. Yes, I will do that. OK, plugging in the modem.
52:00
Speaker 2
So, I'm not suspecting that there might be something wrong on the, port on the modem? Yeah, because that should light up as well. It lights up good. Okay, can you try that? Not yet, sir. Can you try first to connect your computer directly to the modem then see if your computer is able to get online? Yeah, let's try that. Uh-huh. Yeah, there's no light in the back of the, yeah, in the board on that modem.
52:00
Speaker 1
I'm not seeing any Ethernet change on my computer. It doesn't seem to be detecting. I do. I will give it a go. All right, let's even it.
53:00
Speaker 2
So it's not detecting. Uh, yeah, so it looks like Sir that there's something wrong with the port on the motor. So you mentioned to you don't thank Mom, right? Uhm, okay. Try using so the back up modem. Let's see if it will work. Yeah, that's okay.
53:00
Speaker 1
Okay, Internet and power. Well, give us a second to boot up.
54:00
Speaker 2
Okay. Yeah, just give it some time and.
54:00
Speaker 1
I think it's online. Let me see. It is a different modem provided by Spectrum. So, and I have not read it in quite a while.
56:00
Speaker 2
okay yeah yeah tries to connect your I'm in the router to the Internet for it
56:00
Speaker 1
I just plugged it into the modem, no lights. Um. Um does the modem need to be reconfigured before it can actually get internet? It says I I do have power and online lights. [silence]
57:00
Speaker 2
Okay, how is it turn? How's the internet port of the router? Did it lit up? This sounds so light. This is interesting. uh should go online so at least the port should lit up yeah but the port that's what are we trying to check can you try to connect your computer directly to the modem
57:00
Speaker 1
Yeah, that's what I was, had it actually connected before and it wasn't showing anything. Reboot it. Okay. Let's see. Okay. I rebooted it.
58:00
Speaker 2
Mhmen. yeah try to reboot the modem instead uh while while your computer is connected yes yeah please because I think the modem might only it will only like detect it yeah if the MAC address is registered to the modem it's make sure first that that computer is able to get online connected to the modem so if that works then router should work as well ok so to confirm so the connection right now is just the modem and the computer right?
58:00
Speaker 1
Looks like the modem is back online. I'm not seeing any changes to Ethernet.
60:00
Speaker 2
How is it going, sir? So, it's still that It's detecting the, it's detecting the motor.
60:00
Speaker 1
It doesn't appear to be. Now, does it have a backup battery? I'm not sure, let me look. I don't believe it does. There's a, well, there's a battery plug. I don't see anything for a battery on the computer, though.
61:00
Speaker 2
does not have that that does not have Care, amadame mode of that? Got that old modem that you are using
61:00
Speaker 1
Let's see. It's a Spectrum modem. Model number, E31T2V1. Yeah, E31.
62:00
Speaker 2
Mhm. Okay, got it. A3-1-T-2-V-1. Oh, so this is the HIT- Ron. So it actually has an optional backup battery.
62:00
Speaker 1
Well, there's nothing for me to actually, there I don't see anything for there to be a battery InTranscribe this audio from the left channel output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] the bottom. On the bottom. No, I don't see anything on the bottom.
63:00
Speaker 2
Alekis is the project's reviewer and okay. There try to check sure. And the bottom of the modem yes. Do you do yes? it empty. Do you the battery compartment? Yes. Do you it empty? Do you battery bay? Do you
63:00
Speaker 1
[silence] Okay.[silence] Okay. All righty. [silence] Sure. Well, I appreciate your help.
64:00
Speaker 2
Nice. Yeah. Yeah, because for this one, so regarding your concern as soon as the computer is unable to get online connected to the modem, then you can see, say or there's something, might be something wrong with the modem. So at this point, sir, I would suggest that you try first like to connect spectrum, so make sure that your computer is able to get online first, connect directly to the modem. So that's where we start. So once your computer is able to get online connected directly to the modem, then the router should work as well. Because as we can see that it cannot even detect that connection from the modem. So there's something wrong, might be on the port on the modem. Okay. So yeah, please contact first spectrum, sir. Yeah. So make sure your computer, sir, can go online, connect directly to the modem so we can troubleshoot that it is out there. Okay. Yeah, you're very much welcome, sir. At least we are able to find out.
64:00
Speaker 1
Yeah. [silence] I don't think so. [silence] We'll be working to figure this out. [silence] Thank you so much. Bye.
65:00