V2 Rubric Detail — 1b508fcc-797b-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 20:41
Duration
27m 24s
Contact
Mark Frampton
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136076
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Extender Won't reset

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall52.2% (-3.8)

V2 Grader Summary

The agent conducted basic troubleshooting and reasonably concluded hardware failure, but missed key best-effort steps: full factory reset timing and the documented admin UI workaround. While ownership and technical guidance were mostly sound, premature closure without exhausting all OOW recovery options prevents a full resolution rating. Customer effort was reduced but not fully optimized.

V1 Case Analysis

Customer reports RE7000 extender blinking green, no solid LED, cannot access UI or see SSID. Attempted reset and wired connection; agent directed to 192.168.1.1 (incorrect per KB). Ethernet link not confirmed. Unit out of warranty; advised to purchase replacement.

Troubleshooting Steps
  • Advised reset button hold for ~15 seconds
  • Attempted Ethernet connection to laptop
  • Directed to access 192.168.1.1 for web UI
Key Observations
  • Agent provided incorrect admin URL for extender setup (192.168.1.1 instead of extender.linksys.com per KB).
  • Customer never achieved a confirmed Ethernet link; Windows reported 'not connected'.
  • Agent did not verify the reset sequence per KB: LED should turn red then orange after reset.
  • Agent did not confirm the extender's default SSID broadcast after reset, which is a standard post-reset check.
  • Warranty information was correctly provided and cited from system lookup.
  • Agent recommended a compatible solution (adding another MX2000 node) for the customer's mesh system.
Positive Highlights
  • Attempted reset procedure and asked the customer to hold the reset button (though duration and expected LED behavior were not fully correct).
  • Checked LED status and observed blinking green vs. expected solid or orange.
  • Attempted wired connection path to access UI when wireless failed.
  • Correctly identified that the extender was not broadcasting its SSID.
  • Provided accurate warranty information and correctly advised replacement due to expired coverage.
  • Recommended a compatible solution (adding another MX2000 node) for the customer's mesh system.
Agent Errors / Gaps
  • Provided wrong admin URL for the extender (should be extender.linksys.com, not 192.168.1.1) — critical accuracy failure per universal_range_extender_setup.md.
  • Did not verify Ethernet link status before concluding inability to access UI — failed to check physical layer connectivity.
  • Failed to perform proper reset sequence per KB: should hold reset until LED turns red, then wait for blinking orange (ready for setup).
  • Did not confirm the extender's default SSID ('Linksys Extender Setup–XXX') broadcast after reset, which is required for wireless setup per KB.
  • Misled customer by suggesting access to 192.168.1.1 for extender UI — this IP is for routers, not extenders, and contradicts the KB.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent concluded extender likely dead and advised replacement, but did not confirm hardware failure via full factory reset or admin UI workaround per KB.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset attempts and Ethernet test but skipped full factory reset (10–20 sec) and did not attempt documented admin UI workaround for blank screen.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified OOW status but stopped short of full best-effort troubleshooting (e.g., direct UI URL, verified factory reset); recommended replacement prematurely.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent followed LED and connectivity diagnostics logically but failed to progress to deeper root cause analysis (e.g., firmware corruption, UI rendering issue) after initial reset failed.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use the critical workaround for blank/non-loading admin pages (http://192.168.1.1/ui/local/dynamic/index.html) as documented in universal_admin_ui_blank_screen_workaround.md, which is the primary tool for the symptoms described.
T3 Partially Met No misinformation conf 80%
Instructions were factually correct but incomplete—omitted the direct UI workaround and full factory reset timing (10–20 sec) per universal_factory_reset.md; advised customer the extender was 'destroyed' without confirming via all available methods.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained call flow but lacked clear framing, transitions, or summary; long silences and abrupt shifts (e.g., 'just wait two minutes') disrupted control.
C2 Partially Met Confirmed understanding conf 80%
Customer explicitly asked agent to slow down and cited accent difficulty; agent continued at same pace without simplifying language or confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on investigation until conclusion.
O2 Partially Met Proactive follow-through conf 75%
Agent provided a next step (purchase new node) but no timeline, follow-up, or callback commitment; resolution was self-serve.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this OOW hardware issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent remained polite and thanked customer but did not explicitly acknowledge frustration or repeated effort; empathy was generic.
X2 Partially Met Tone & rapport conf 80%
Customer requested slower pace due to accent; agent did not adapt tone or speed, though continued engagement prevented full disengagement.
X3 Partially Met Overall experience conf 75%
Customer repeated Ethernet connection status multiple times; agent could have guided more efficiently but avoided full repetition of earlier steps.
Call Transcript52 turns · 53 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to link systems 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 www.support.links.com to links.com for more information to links about your product. Hi, Thanks for calling links if it's Joy, how can I help you today? Yeah, Yeah. How about that winter jacket in the blue section?
00:00
Speaker 1
it's not responding and every time I try to do a reset, I get nothing. All right. Let's go 1, 8, Xray, 206, Mike, 25. Charlie, 011, 58. your internet service provider is Imperium. Mark Franpton spelled F, R. M, M, M, M, M, M, 0. N. [silence]
01:00
Speaker 2
May have this serial number for that Linux device, please? And who is your Internet service provider? May have your first and last name, please? And lastly, your email address?
01:00
Speaker 1
FRAMP at gmail.com it's mostly blinking green and in order to do an initial reboot uh from everything i'm reading online it says wait till it uh stops and is a constant uh color uh it never stops blinking uh it's mostly green blinking um there i you know i can detect sometimes maybe just a flash or two of some amber but it it's always returning to green blinking [silence]
02:00
Speaker 2
All right, thank you. Okay. So um, when you try to, but is your device still turning on? Is it like blinking orange or blinking green? But uh does it like go to blinking Ember? It just almost freezy. Okay. I see.
02:00
Speaker 1
Yeah, the main module, the main Wi-Fi is not a problem. It's just an extender. Um, I I- I don't know where to look for that. What a what a… On what Wi-Fi list, where? Okay, are you telling me you need me to sit at my computer and then look at available Wi-Fi networks.
03:00
Speaker 2
But how about the network name for that extender, is it still showing up on your Wi-Fi list? I mean, the extender's network, like the network name that has the E X C at the end, is it still showing up? That would be still listed on the Wi-Fi list as a different network on your Wi-Fi settings, sir, where you can see your, um, mm. Yeah, you can also check it on your phone.
03:00
Speaker 1
Uh, [silence] Okay. The only things that are available is what our base one is Frampton Wi-Fi 2.4, then there's a generic one that says Frampton Wi-Fi, then there's my printer, [silence] and then there's something called hidden network. Those are what are available.
04:00
Speaker 2
Just wanted to check if its network NAMO broadcast, if it's still broadcasting or not. Okay, so it's not available for now.
04:00
Speaker 1
I have a, do that, yes. You want, I've held for a minute straight. And I, and while we've been talking I unplugged it. Totally. I just plugged it back in. I have green flashing. Every so often it'll flash for just a split second in amber color, but right now it is blinking green, green, green, green. I'm watching it. Now, there's nothing. Now there's nothing and it's green, green, green, green. I see no red, no orange, no blue.
05:00
Speaker 2
Okay, I got it. All right, have you like reset it, like pressed and hold the reset button on the side with a paper clip? Like for how long did you press and hold the reset button? Okay, I see. Even if you like plug it into a different power outlet.
05:00
Speaker 1
I see green, oh, there was an amber for a split second. But it's predominantly green. I get no solids, I get no reds. I get no oranges. I have just a split second of a flash for an amber. But other than that, it's it's blinking green. It's the same thing. I had it out in my extended building. where I want it and I've now brought it inside my house, different receptacles. I'm getting the same thing. Now, I will add, I do not have [ silence ]
06:00
Speaker 2
KIC. hold on. even if you like plug it into a different power outlet, it will just have the same color. okay.
06:00
Speaker 1
[silence] An Ethernet cable plugged in. Should I do that? Okay. So what do you need me to do now? You want me to plug in my Wi-Fi cable or my Ethernet cable? Okay. Okay. The router and the extender the RE7000 are now connected with an Ethernet cable. It is still blinking.
07:00
Speaker 2
Uh can we try to, like, set it up with the ethernet cable instead? Let's try to check if yeah, since its SSID is not broadcasting, we cannot set it up using wireless method. So we'll try the wired instead to check if it will still detect. So you can connect your extender. Yes. And connect it to your router.
07:00
Speaker 1
green. I'm holding. It is not blinking. Now it's blinking again. It flashed amber. Now it's black back to green, blinking again. And there's 15 seconds. I'm releasing. Oh, okay. Now I have nothing. Now it's blinking green again.
08:00
Speaker 2
still blinking, green, okay, I see. can you try to reset it, again, you press and hold the reset button for 15 seconds only, with a paper clip or a pin. yes, for 15 seconds, and then let go. okay. okay. okay. okay. okay, let's just wait for like, um, two minutes [silence]
08:00
Speaker 1
We're going to wait for two minutes. Is that what I'm hearing? Okay.
09:00
Speaker 2
Let me know if it will charge to blinking amber or not. Yes. Yes, sir.
09:00
Speaker 1
Still blinking green. Uh, I actually, I have two base nodes, uh, uh let's call them, uh I think they're MX-2000s. I have one downstairs in my house, I have one upstairs. They are both connected by, uh, an ethernet cable. I have no problem upstairs and downstairs in my house. The extender is out in a garage building, about 75 feet away, hardwired with an uh [silence] so it should work.
10:00
Speaker 2
It's still blinking green. And there is no Linksys extender setup on the available Wi-Fi list.
10:00
Speaker 1
right now, I brought the extender inside my house. It's sitting six feet away from the main base unit and I have it connected by an ethernet cable. It's still flashing green. There's been no indication of anything coming on solid. It's the last [silence] over here.
11:00
Speaker 2
Okay, I see. Okay, I see. Mm-hmm. Okay. Let me just check on that one. Yeah, just a moment. I'll be right back within two minutes. Just a moment. Just have to check that. Mmhmm.
11:00
Speaker 1
[KEEP_UNCERTAIN] yep I'm sitting right next to my computer, yes hey, hold on okay, oops right, let me ask uh you gotta understand it's kinda hard for me to understand you, you got a pretty heavy accent, okay [silence] you see, um, my accent is my identity, okay [silence]
13:00
Speaker 2
Hello, sir, thank you for patiently waiting. Yes. Do you have like a computer or a wired computer where we can connect the extender? Yeah. Can you connect your computer wired - I mean, you can you connect your extender wired directly to your computer? We just wanted to check if we can still access it to a interface. Mhm.
13:00
Speaker 1
So, just slow down, all right? So you want me to now take my Ethernet cable off? [silence] Plugged and [silence] into my laptop, correct? Thank you. Thank you, just hold on.
14:00
Speaker 2
Yes, so you plug in your extender to your laptop.
14:00
Speaker 1
All right. I don't know if I'm getting a solid connection into my laptop or not. The adapter on the cord does not really click into place on my laptop. And I have a brand new laptop. But let's try it, okay? All right. Well, that's it.
15:00
Speaker 2
Okay. Yes, let's just try it because if we cannot access its web interface, probably this extender is no longer functional. It might be destroyed or damaged. uh...Wa. Yeah. Okay, so, uh, it maybe just stopped functioning, but yeah, if we really cannot access it, uh,
15:00
Speaker 1
One, hold on. 192. dot, 168. 192 168.1.1. Got it.
17:00
Speaker 2
To access the IP address of that extender which is 192.168.1.1. Okay. Just open up a browser And then access this website 192.168.1.1 Yes, sir. Okay.
17:00
Speaker 1
All right. It says login admin router network. It's an IP address which waters like link sys and other network brands uses an accept pointer gateway. You want me to click on that? Thank you. Okay. Router configuration center. What am I looking for? It's the main title router configuration center. Underneath it says admin login. Off to the side, it says router IPs. Then there's a block and it says how to. [silence]
18:00
Speaker 2
Yeah. Do you have some options there for the extender? What options do you have there?
18:00
Speaker 1
Yeah, that's how I got to this page. Uh, you saw I'm I'm confused. What do you want me to do? Okay. It's a Wi-Fi is off. Got it.
19:00
Speaker 2
All right, I see it just gave you the results. Is your laptop still connected to Wi-Fi? Yeah. Please, um, turn off your Wi-Fi so that we have to make sure that your laptop is just connected wired to the extender. So that it will not give you the results. Turn off your Wi-Fi on your laptop. [silence]
19:00
Speaker 1
How can I X, how can I access the web, how can I access the, the website if I've just turned off my Wi-Fi? [silence] All right. I'm, I'm confused. On my laptop, I have turned off the Wi-Fi. I have a cord, an ethernet cable that is connecting my laptop to the extender. What am I supposed to be looking for?
20:00
Speaker 2
okay. All right, and then access that website again. Make sure to type in on the URL bar. Huh, the purpose of that, Monster, is for us to make sure that you are connected to the extender. So if that's the default IP address, we can access it with, or without internet, since that is the Wi-Fi settings only. Mm-hmm. Yes. Yes.
20:00
Speaker 1
Okay-Okay Okay that's okay-How do I know that How do I know that How do I know that my laptop is connected because like I said earlier I'm not sure that I've got a positive connection with this cable That's what I said two minutes ago all right I'm going to settings what am I looking for in settings
21:00
Speaker 2
So, since your Wi-Fi is now turned off, we are now sure that you are connected to the extender alone. And then that's the time you access the website. You can try to check your settings on your computer and go to networks and internet. Networks and
21:00
Speaker 1
Got it. I got it. I got, I got it. Just, okay. It says network and internet, it says network, it says not connected. You aren't connected to any networks. None. [silence] How do I know that? [silence] I'm telling you. I just on my settings, I'm clicking on network and internet and it says right now, it says it's not connected. You are not connected to any networks. That's what it says.
22:00
Speaker 2
and internet. You have Windows computer right and then we choose Ethernet. are you on Wi-Fi or Ethernet option? once you click network and internet it just direct you to that page it did not give you one
22:00
Speaker 1
it right in front of me. it underneath that it says Ethernet. it says no Ethernet. correct and like I said few minutes ago I believe somehow that maybe I don't have a positive snapped in hard connection with the Ethernet cable into my laptop. you know how they're supposed to go in and go click? I'm not getting the click. [ silence ]
23:00
Speaker 2
yes. Okay. I see. So that's the answer. So your laptop is not connected to the, to the extender also. So we we cannot and We cannot. And uh, yes. Okay, I see. So, yes. If then if that's the thing, then we cannot do any Troubleshooting anymore. We cannot access its settings. So, yeah, I agree. I think it's best to contact virtual PC because they will be able to access the settings and do other types of Troubleshooting that we cannot do. remotely
23:00
Speaker 1
Okay. Riddle me this. Based on the serial number that I gave you, can you tell how old it is? Because it's... That would be... That would pretty much tell you. And I think it's probably at least two years old. Right. So it's out of warranty. It's probably worn out.
24:00
Speaker 2
[silence] [silence] Yes. So, the original manufacturing date for that equipment is May 26th, 2022, and the warranty end date is November 17th, 2023.
24:00
Speaker 1
And it's probably, uh, you know, I'm, I'm wasting my time here. Right? So, yeah, the extender may be, it, it's probably worn out, burned out, whatever needs to go in the trash pile. If that, if that's the case, I'm fine with it, okay? I just need I just need to know that, okay? And it sounds like it is. What is my best option then for a replacement? I go to Best Buy, somewhere. And should I get something, another Linksys model that is similar to this? [silence]
25:00
Speaker 2
So the extender might be really broken at this point, yeah, at least we can parse, um, for that one sure we no longer manufacture range extend its.
25:00
Speaker 1
Okay, good enough. All right. What's the best, fastest, quickest way to get one? I have, currently, I have the MX 2000. Yep, okay. And they have them at where? Best Buy?
26:00
Speaker 2
Since you have mesh system already, I suggest you can just purchase another tower or another node for that as your extender for your garage. You can purchase the same model in one node only. Let me check let me check on Amazon since I can only access Amazon. Hold on.
26:00
Speaker 1
Okay, very good. Thanks for your help. Appreciate it. Have a nice day.
27:00
Speaker 2
you can also check it on Best Buy and yes it's available also on Amazon. you're you're welcome sir. you too. have a nice day. bye.
27:00