V2 Rubric Detail — 1bd8720e-6c27-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 21:37
Duration
75m 47s
Contact
Tammy Cunha
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134134
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+15.5)

V2 Grader Summary

The agent achieved a successful resolution by isolating the issue to the modem through proper diagnostics and guiding the customer to the correct next steps. However, a material technical inaccuracy — misrepresenting the 5-press method as a reset — downgrades T3 to Not Met. Despite this, the overall path was correct, and the customer was satisfied with the outcome.

V1 Case Analysis

Customer reported router flashing red/no internet after power outage. Agent performed factory resets, app/web UI checks, and loopback test to confirm router hardware OK. Issue isolated to ISP modem; power-cycle restored connectivity. Device out of warranty; paid support accepted.

Troubleshooting Steps
  • Performed 5-press factory reset and power-cycle of router (KB-valid for EA Series).
  • Attempted setup via Linksys mobile app and local web interface (http://192.168.1.1).
  • Checked router LED states and WAN port status in web UI (KB-valid).
  • Performed loopback test (WAN→LAN1) to confirm router port functionality (KB-valid diagnostic).
  • Guided customer to power-cycle ISP modem and verify Ethernet connection (KB-valid for modem diagnostics).
Key Observations
  • Agent correctly used 5-press reset for EA Series (KB-valid).
  • Loopback test and WAN port diagnostics aligned with KB troubleshooting for WAN issues.
  • Modem isolation steps followed KB guidance for ISP/modem diagnostics.
  • Paid support offer made after confirming out-of-warranty status (protocol-compliant).
  • Call was inefficient with repeated resets and app/web pivots without validating outcomes.
Positive Highlights
  • Correctly used 5-press method for factory reset (KB-valid for EA Series).
  • Successfully accessed router web interface at http://192.168.1.1 (KB-valid URL).
  • Performed loopback test to verify router port functionality (KB-valid diagnostic).
  • Accurately isolated issue to ISP modem using KB-aligned diagnostics.
  • Guided customer through modem power-cycle (KB-valid step for modem issues).
  • Confirmed resolution with customer and provided clear closure.
Agent Errors / Gaps
  • Did not request/confirm specific router model number (protocol miss).
  • Collected unclear serial number (32A1OM3103046) but did not document it accurately in case notes.
  • Offered paid support without verifying warranty status via system lookup (protocol miss).
  • Repeated troubleshooting steps (reset, app, web UI) without confirming outcomes before proceeding.
  • Incorrectly instructed customer to delete/reinstall app at [09:00] (not a KB-recommended step).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed router hardware is functional via loopback test, isolated issue to modem, and advised customer to replace or contact ISP — best possible outcome given root cause.
R2 Met Diagnostic thoroughness conf 95%
Agent performed systematic troubleshooting: factory reset verification, app reset, web interface access, power cycling, loopback test, and port status checks — all logically sequenced and relevant.
R3 Met Correct resolution path conf 95%
Agent correctly identified device was out-of-warranty, offered paid support option, and proceeded with full troubleshooting instead of dismissing — aligns with OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent gathered key diagnostic data: serial number, ISP, modem model, LED behavior, and connection topology — leading to accurate root cause identification.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used web interface (192.168.1.1), LED state observation, loopback test, and port status table — all correct tools for hardware/software isolation.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated the 5-press method is a reset: 'second is the five press where you need to press the reset button... five times' — contradicts KB which defines 5-press as pairing/escalation, not reset.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent used timers and structured steps but lost control during multiple long silences (e.g., 3-min hold without update), and transitions like shifting to paid support lacked framing.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions (e.g., 'connect to default Wi-Fi name'), and confirmed understanding — adapted well to customer's technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, processed payment, performed advanced troubleshooting, and committed to follow-up — no transfers or avoidance.
O2 Met Proactive follow-through conf 90%
Agent set specific timelines (3-min wait, 30-sec reset), promised email with steps, and explained next actions clearly — including weekend closure.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred — this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1 with correct root cause identified.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and thanked customer for patience but did not acknowledge frustration when customer expressed repeated failure ('I just got off the phone with them') or payment concern ('you can't help me without the $15').
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, paused during silences, and adjusted explanations based on feedback — maintained engagement despite technical complexity.
X3 Partially Met Overall experience conf 85%
Customer had to uninstall/reinstall app unnecessarily, repeat serial number, and endure unexplained silences — avoidable effort that could have been agent-managed.
Call Transcript116 turns · 127 lines
Speaker 1
Oh?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on your issue. Thank you for calling Linksys. This is L. How can I help?
00:00
Speaker 1
[silence] I have my Linksys router because the power, everything went crazy, we got the internet on, but the Linksys won't come back on, it just kept going flashing red no matter what I did. So I reset it. Now I'm on purple. So I went to the app and it's not letting me go in and reset it back up. So I need help. And I just got off the phone with them. hold on. Turn it upside down. It's right here. serial number is 32A as in apple, 1OM as in Mary, 3 as in charlie 1 as in apple.
01:00
Speaker 2
Mm-hmm. I see. Yeah, let's double check that, ma'am. Who is your internet service provider for reference? Okay, all right, I see. And can I have the serial number of the Linksys that you reset?
01:00
Speaker 1
0 for B as a boy. Yeah. 0, 3, 0 46. That's a party. Probably? I don't know. Oh yeah, it is. It's on the box. Yeah, it's in the box. Yes, um, T-A-H-M- U-N-D-E-R-S-C-O-R-E-J-O at cox.net. Mary. Coax.net Kania, C-U-N-N-H-A. Yes, ma'am. [silence] Yes, it is. [silence] Mm-hmm.
02:00
Speaker 2
Alright, and this is the best callback number, the one that ends in 4212. Okay, so the LED right now, ma'am, is solid purple, right? Okay. And you can see the Wi-Fi name, the default Wi-Fi name because when whenever we try to reset this one, then the LED the Wi-Fi name will revert back to its default Wi-Fi name. Were you able to _ crack the same already, ma'am?
03:00
Speaker 1
Yeah, on the bottom, I have it. No, it didn't give me anything. It wouldn't let me do anything on there. It didn't even give me a list of Wi-Fi names, maybe a phone, my phone. My telephone is um an Android. It's a Samsung. Uh-huh. Oh, yeah. Um. I think it was 15 seconds, it said. [silence]
04:00
Speaker 2
Wow, to see the Wi Fi name. Okay. But on the Wi Fi list, on your phone, can you see the Wi Fi name there? Okay. So it's not available on the Wi Fi list for the Linus's default Wi Fi name. Okay, what's the phone that you're using? Yes, the phone? Android. Okay. Um, the Wi the Wi Fi is on on your phone, right? Okay. And how long did you press the reset button, Mem, of this Linus's? Okay, I see.
04:00
Speaker 1
flag. Okay. Okay, I'm pushing it now. Oh, the light turned red, turned off and then it turned purple again. Okay, it's holding. Okay, now the red came on and blinked and then went off and now there's no light.
05:00
Speaker 2
because for this one, in order for us to have a full factory reset, maybe this one hasn't been properly reset because it didn't show you the SSID. For, um, hardware check. Maybe you can try to reset one more time the links router. Try it within 30 seconds. Yes. Okay. That's fine. Okay, that's fine. Just keep it holding. Let go once it's 30 seconds, but I have set the timer so I will let you know. Okay. Okay, that's fine.
05:00
Speaker 1
Oh, a blue light came on. Okay. It's solid. Oh, my God. Does that mean it's working? Oh. Oh, it did. I got excited for a second. Okay. It's blinking. So go into my app now. Okay.
06:00
Speaker 2
Okay, you can let go now. Uh, no, give it like some time. Uh, not yet. It will actually start blinking. Uh, okay. So, uh, not yet, not yet. It will turn solid purple, then I will let you check if you can see the default Wi- Fi name there because we have to make sure that you can see the Wi- Fi name because the linksys app won't allow you to uh set it up uh, if you can't connect to the Wi- Fi name. So you need to connect to the default Wi- Fi name first and then do it on the linksys app. So we'll make sure that it's not any uh it doesn't have any hardware failure. [silence]
06:00
Speaker 1
Okay. Oh, it just popped up on my phone. Dashboard link setup. Yeah, there's the, there's the name. And it says online. How do I, what do I do? It says, go to my Wi-Fi settings? On the app or on my phone? Okay. Okay, hold on. Let's go, settings, connections, Wi-Fi. Okay. Oh. Yes, it is. And on there it says, yeah. And it'll
07:00
Speaker 2
Okay, try to connect. Um, go to your Wi-Fi settings. Is, uh, not on the app, on your phone. Go to phone settings, Wi-Fi and then the LED light of the Linksys router, is it back to solid purple? Okay.
07:00
Speaker 1
says that it's the links, that, that name links. This set up 3D oh, yeah. Excellent. Okay, hold on. There is a bit in your settings, give us 30 seconds to see if we can fix it. That's what it says. Okay, hold on. There nothing there. All right again, silence.
08:00
Speaker 2
Okay. Okay, that's good that you're able to see the Wi-Fi name. It just needs to be properly reset. So, um, you can continue on the Linksys app, ma'am. So we have two options, um, three options, by the way, to set this one up. First is you can do it using the Linksys app. Second is the five press where you need to press the reset button of the, um, Linksys router five times, and then using the web interface. But since you're already on the app, you can actually try on the app now. Um, I think it would be best if you close the app, remove it on the running background, then open it again.
08:00
Speaker 1
[silence] Okay. I'm opening it now. [silence] It says internet is online internet teach and then it says devices is spinning. Then it has nodules, it has Wi-Fi. Oh, and it's now blinking red again. You aren't connected to the [silence] It says you aren't connected to links at set up 3DO. Check your Wi-Fi settings on your device. And then it has a button down in my Wi-Fi things. Okay. I probably No, it's still there.
09:00
Speaker 2
I think. Can you double check? yes, on the Wi-Fi settings of your phone?
09:00
Speaker 1
It is. Yep. What does solid red mean?
10:00
Speaker 2
but the Linksys right now, is it blinking red? okay. Okay, we can give it some time. Let me set the timer for three minutes. Let's see if it will turn to like solid purple or remains solid red. Um, if it's solid red, means there's no internet connection or it's trying to communicate with the modem. Can you Uh maybe you can delete the app? Can you delete the app?
10:00
Speaker 1
Delete the App. Yeah. Okay, hold on. I'll go do that. Uninstall, uninstall. Okay. It's uninstalled. It's gone. Yep, it is. And it's still. Oh yeah, the Modem's great. Okay. Yes, it all flipped on and off and then we lost the lost the Internet and then the Cox and us the tech saying we lost the response.
11:00
Speaker 2
Yes, deal with delete this app. So we still have two minutes. It's still blinking, red right? Ok, so you have already contacted your internet service provider? And then they've mentioned that you have an active thing that on the modem. Ok, so so what happened prior to the disconnection? Was there any power outage?
11:00
Speaker 1
well, which we knew. And then they sent us a text saying we're back up. So, I came in here and unplugged both the modem and the router and plugged them back in. You know I let the router or the modem set up and then I plugged the router back in. And the router just kept going to the red blinking lights. It wouldn't come on. You mean it would come on blue. It would blink blue and then it would go to the red blinking lights and it's still on the red blinking lights right now. Oh yeah. Yeah. Yeah. I did. I did all that. I don't know.
12:00
Speaker 2
Okay. but so far, ma'am since you've mentioned that you disconnected the router, did you connect the cable back where it shows Internet? Okay. Okay. I see So is it still blinking
12:00
Speaker 1
can you hear me? Can you see me? Okay, I'm pushing. Are you timing? Okay. The red light went off. Oh, blue light came on. Okay, I like our are you timing? The red light went off, blue light came on.
13:00
Speaker 2
Red. Okay. Okay. do one last reset man. same thing, yeah, okay. and then you can let go now.
13:00
Speaker 1
Blue light is still solid, but we both know it's not going to stay. There it goes. Oh, it went away. Oh, it's blinking blue. It's blinking blue.
14:00
Speaker 2
So how what's the LED light number? So, is it still blinking blue, ma'am?
14:00
Speaker 1
OK.
16:00
Speaker 2
just a minimum amount of speed. Don't hold it. Yes. Press release. Press release. Okay. it's blinking. Okay. All right. So let's give it a minute. [silence] Once it starts blinking. It means it's trying to it's trying to communicate with your modem. So hopefully we'll be able to connect it. So that means once it's solid blue then we can try to connect. Then you can finish the setup using the Linksys app.
16:00
Speaker 1
it's still blinking. Oop, now it's blinking red again. It did do a white, a blue and a white and then a red. What do you mean? Yeah, we turned them all. every
17:00
Speaker 2
OK. So let's, let me set the timer on that one. [ Silence ] Have you already tried to power cycle your modem, ma'am? [ Silence ] Um, like after, um, earlier when you contacted your internet service provider, um, did they power off the, did they ask you to power off the modem?
17:00
Speaker 1
every unplugged everything both the modem and the router plugged the modem back with like three minutes plug the modem back in and let it come up and then once it came up and we plugged the router in actually we did that a couple times. Yep still blinking red. So it just won't just not the card in.
18:00
Speaker 2
for how long? Uh-ungh. three minutes? Okay. and then the router right now, is it still blinking red? Okay.
18:00
Speaker 1
I can see. Is that a phone? And the phone. I can, I do, do I need to go get the light? One more question.
19:00
Speaker 2
okay. [silence] Still the same, blinking red. [silence] Okay. [silence] I think there is something that needs to be done on this one, ma'am. [silence] So, um what do you [silence] device you have? [silence] Like, do you have a computer that you can use? [silence] Aside from the phone, [silence] like, do you have a computer or laptop? [silence] Okay, because Yeah, because what we'll probably have to do on this one [silence] just to lay out possible troubleshooting steps, [silence] um since you've tried the Lynksys app and it's not working, it's still blinking red, and then we did the five press and it's still going to be the same. [silence] It's actually still the same. [silence] So, the last option is to try to set it up using the try to set it up [silence] using the web browser. [silence] However, if it's but however, if it's still going to be the same that we are unable to connect using the web browser. Browser. Our option is to disconnect the purchase router, connect computer directly to the modem. And then we will have possible, once the laptop able to detect an internet directly to the modem, then we will do an MAC cloning. However, I'm just like to give you a heads up that that is already for the troubleshooting. So for this one, I'm just like to let you know that the device is actually showing as out of warranty. So usually for out of warranty devices, we no longer provide further technical assistance. However, we can go to with our paid connect, so we can override the system and provide one-time support. However, that will cost you $15 for 60 minutes of troubleshooting, but we will walk you through with the whole process to get the router back online. Um, if not, if you don't want to go through that path, which is okay, I can send you an email step by step first that you can try.
19:00
Speaker 1
okay so okay so with the computer right now is that you can't help me without the $15. right? Mm-hmm. Okay, and then what if that doesn't work?
21:00
Speaker 2
First we have to set it up using the web interface, the web, browser and then the Mac cloning, but if you have a hard time then we can proceed with the $15. So, which option would you like to take? For the further troubleshooting because for this one as we have tried to isolate it, it really needs to be maybe further troubleshoot, we have to bypass the router and then do the proper setup. So, um, yeah, I cannot override the system since the device is out of warranty, but I can provide you an email for the step by step that you can try on your own first. If that doesn't work, then you can give us a call back then we'll walk you through with the whole process. Well we can
21:00
Speaker 1
Okay. Um, let's just do the 15 dollars. How do I do that? Yes, it's Windows. Okay. Okay. Okay. Okay. Okay. I don't know. I don't think so. Yeah, I don't think so. It won't go directly to the end.
22:00
Speaker 2
Can look for other options to do any advanced troubleshooting if needed? So, we can check what would be other options aside from those that I've laid out, since that would be the first step first, aside from the 5-press pairing and the linkies app. Okay, all right. yeah, Norris, we can do that one and then but for your computer, what's your computer like? Are you using Windows? And okay, that's a good thing and then we can wired it right? We can wired it directly to the modem, but if needed can we double check first? Hmm Hmm.
22:00
Speaker 1
And it has no internet, so that's not working. [silence] It is, I don't know. Um, the name of it is A-R-R-I-S. And it says Surfboard S [surfboard's model number]. Six one 90. Sixth. What yes.
23:00
Speaker 2
okay okay that's fine if it doesn't have no internet because when we go through with the web interface um the web interface doesn't require any internet connection so um okay what's your modem first ma'am before we proceed with the page connect can you provide me the model number of your modem ARRIS. okay I'm sorry SB 6190. okay let me double check that one first.
23:00
Speaker 1
I don't have any cords on my atrás.
24:00
Speaker 2
Order 6 9 1 0. okay so at the back you um i think you only have one port right? um no on the back of your mod um where you connect the cable um the one that you uh the one that looks like you um sorry um the one that um like you can screw in.
24:00
Speaker 1
Oh, yes. Disconnect it. And this is the phone in that. Yeah. Okay. Okay.
25:00
Speaker 2
unrefundable and then that is plain troubleshooting only. In case the device for possible for example in case the device deemed defective, we cannot process any replacement okay. Okay. Alright. So let me just pull up my tools here. Is it still blinking red? Okay. So I'll do a different approach on that one, but let me just set it here. Okay. So before you provide me any card information, I'll just like to let you know that any card information is not stored or recorded in any [silence]
26:00
Speaker 1
Okay. Okay. It's my name, Tammy Kuna. T-U-N-H-A. 3797-1-2-5, 9-1-9, 1-7-0-0-3. [silence]
27:00
Speaker 2
it part of our system, so that remains confidential, okay? All right, so I'll transfer you to our secure line first. All right, so we are now on our secure line. Can I have the first name that's on the card and last name? Okay, and then card number.
27:00
Speaker 1
0330 9538
28:00
Speaker 2
Okay. All right. and then expiration and code. Okay. All right. so, okay, so this one is non-refundable once-in-technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes with Linksys support. so with your permission, I'm going to charge the $[REDACTED_PAYMENT_DIGITS] now. okay? All right. Thank you so much. All right. so I have successfully charged the $[REDACTED_PAYMENT_DIGITS], so I'm going to send you a copy of the receipt of this one. Just give me one moment.
28:00
Speaker 1
Yeah, it's t-a-m-and underscore J-I-O-N-E-S at cox.com. That's weird. Okay. Hey, it's still blinking red. Okay, not gone. Let me get down here. Wi-Fi settings, the Bluetooth you mean or no, you mean the internet settings. Yeah. Yeah. Okay, not connected. It's looking for it. Show all devices. All devices. [silence]
29:00
Speaker 2
Now, we are on your now on our recorded line, ma'am, so the LED light is still blinking red, right? okay so um on your laptop, go to the wi-fi settings uh and then connect to the Linksys wi-fi name. uh The wi-fi. Internet settings.
30:00
Speaker 1
Yeah. A little. A little ear. A blow up here. Or no. That's Bluetooth, hold on. Wait a minute, it's not going to the right. Hold on. Maybe it's right here. OK, here we go. There it is. OK. I got it. I'm sorry. OK. Yes. It doesn't ask. It says connect automatically. So now. Yeah, it just asked for the password. Hold on, I have it written down. So,
31:00
Speaker 2
It's not showing the Wi-Fi name. Okay. that's fine or is it. And can you see the Wi-Fi name? The link's is set up. Okay. Select the one and then I think it will ask for a password. The password is the one underneath the links router. Uh select connect automatically. Okay. Okay. [silence]
31:00
Speaker 1
well okay bear investigating. Okay. Bear verified then and connecting. Now, I had this all set up with a different, you know, name and Password that everything else in the house is set upon. Yeah. Are we going to be able to put that back? It's good to use different network settings for different devices or for different sections of your home network to increase security. It's like having separate areas in a house with their own locks.
32:00
Speaker 2
OK. Yeah. Once we're able to get this router back online,
32:00
Speaker 1
Got it. OK, awesome. Is that- Yes, I do. Right here. OK. Thank you. 192. um. OK. Enter.
33:00
Speaker 2
okay. so no internet. okay so um, do you have. Chrome browser ma'am? Okay. alright, I want you to open the Chrome browser. and then um, on the address bar where you usually type the website, uh. try to type there 1 92 dot, 168. dot, one, dot, one. and then enter
33:00
Speaker 1
OK. And it has, the. It says "Download Sys app for UPSet?" Or first setup? Yes I do. The phone picture. OK. It says "Sign in, log in with your router password." OK. Hit sign in. Okay now it says, um, username. Oh, but [silence]
34:00
Speaker 2
Okay. Do you see a picture of a phone? Okay. Um, select that one, uh, double tap or double click the phone picture. And then what do you have on the page now? Okay. Um, can you try admin, or lowercase a D M I N? Yes, and then hit sign in. Um no.
34:00
Speaker 1
And that's a whole nother page. It's asking me for a username, but no, it's to save it. Never mind. No. No. Now we're on a page. It has the page. It says smart Wi-Fi tool. Yeah, I think so. Yep, yeah. No internet connection. And then it...
35:00
Speaker 2
[silence] It's asking for username. Okay. Okay. That's correct, um, but, um, I think you have, you can see now, you're actually on the dashboard of your router. So you can see now the Linksys Smart Wi-Fi tools, and then the options, and then router settings, right? [silence] Uh, okay. And then you can see like eight white box. Okay. So, one of the box there, mam, shows as network status. Can you tell me what can you see under the network status? So you have like an X, X, um, like an X icon between the router and the internet.
35:00
Speaker 1
I have an exclamation point between the router and the internet. [silence] Yes. [silence] Okay. [silence] I did. [silence] [silence] I'm doing something. [silence] All right. [silence] Yes. [silence] One, [silence] two, [silence] three, [silence] four. [silence] Wait, under [silence] okay. [silence] Okay. [silence]
36:00
Speaker 2
Okay, right so I want you to go to uh so let's go to router settings. Under router settings, you have options for connectivity, troubleshooting, wi-fi settings and then security. Um I need you to select troubleshooting. And then, okay. All right. So you have options now for status, diagnostics and logs. Okay. So under status, you have devices and report. I want you to select report. All right, and then once you select report, it will provide you options for download and print. Okay. So download the report on your PC and attach it to the email when reply to this.
36:00
Speaker 1
on the very bottom okay yes okay yeah yes yeah no no no exit no I do not I don't Internet port I don't have a place in my computer
37:00
Speaker 2
Can I ask before? You need to connect to where?
37:00
Speaker 1
You just plug in one?
38:00
Speaker 2
Ah, no, not on the computer. Um, on, um, on the Linksys router. Um, can, can, can, can we, okay, can we try to do a hardware check? Um, so, on the Linksys, sorry, on the modem. So, you have a cable connected at the back of the modem, right? On the ARIS? You have a cable there, okay. And then, that other end of the cable, is that connected to the yellow port, that labeled as Internet? Okay. Okay. Can you try to disconnect that one, ma'am? Yes. From the router. And this is the only cable that you have, right? Okay.
38:00
Speaker 1
Turn it off. Oh, wait, the modem not the router. Okay. I unplugged it so it's off. Okay. Okay.
39:00
Speaker 2
Okay. So, can you turn off the modem for now? Yes, turn it off. The modem. Not the router. Yes. Okay. So, let me set a timer on that one. And then disconnect the ethernet cord at the back of the modem. All right. So, let me just set a timer here.
39:00
Speaker 1
sure, I'm gonna go turn off my kindle
40:00
Speaker 2
So I will let you know mom when to turn that one back on and connect the Ethernet cord. If you need to do something else while we're waiting you can take your time. Okay. Take your time. So we have 1 minute and 30 seconds left.
40:00
Speaker 1
We have one minute left. I'm gonna be right back, okay? Okay. Okay. [silence] Ma'am, he's still there? Okay. Thank you. I'm back. Okay. Okay. Okay. Okay. Oh, yeah, definitely. Okay. Quick sound. Hi.
41:00
Speaker 2
Yes, I'm still here, ma'am. You're welcome. Okay. So just in time, we finished the three minutes. So I wanted to connect the Ethernet cord first at the back of the modem. Make sure that you hear like a click sound. All right. And then the other end, connect that one to the Linksys router on the internet port that has a labeled yellow line.
43:00
Speaker 1
Yep, it clicked. For how long? OK, you're going to time it. OK, now. Light went off. Blue light came on.
44:00
Speaker 2
And make sure you hear like a click sound again. Okay. All right. And then I want you to reset first, ma'am, the Linksys router, uh, press and hold the reset button. For 30 seconds. Yes. Let me know it once you start holding the reset button. All right. Uh, 10 seconds more. Okay. Then you can let go now. [silence]
44:00
Speaker 1
Okay. [music] Okay. Okay. [silence] It's not enough yet, I will take another few minutes. [musical notes] [music] What's next? [silence] it's trying to come out. [music]
45:00
Speaker 2
Right, and then I want you to power on the modem now. Yeah, let's wait for a few more minutes, ma'am. How was the router, how's the router so far? [silence] [silence] [silence] Okay. And then we'll wait for the modem. I think you have an indicator on the modem on the AR. It's like a globe LED. [silence] Okay. [silence] Okay. That's fine since we [silence] Okay. And then go back mom to the Wi-Fi settings of your [silence] mom's modem.
45:00
Speaker 1
O.K. go back. Go back to the internet where we were. [silence] O.K. it still is connected, I guess. Because it says no internet. Yeah. O.K. Hold on. [silence] Let's refresh it. See now. It's spinning.
47:00
Speaker 2
Top on the computer. And then let's reconnect to the Linksys Set-Up wi-fi name since we will be disconnected. Since we reset the Router. Yes, go back to Internet and then Wi-Fi. Okay, but it's still showing as connected. Okay, so refresh the 192.168.1.1.
47:00
Speaker 1
Okay, the modem is up. and it's still, then, and hold on, I'm gonna go. Hold on. and then this thing. Okay. Maybe I should type it back in. Yes. and hold on, I'm gonna go.
48:00
Speaker 2
OK. All right. And so for the linksys router, is it still blinking red or it's, it remains solid purple? OK, so on the page that you have, Mam, were you able to get back the 192.168? OK. Yeah, you can type it back in or you can open a new tab on the browser that you're using. You can click.
48:00
Speaker 1
So here here it comes, here comes that took man, boy, it's coming slowly but surely. It says waiting. There we go. Yeah, the Troubleshooting screen is back up. Is that where I need to better?
49:00
Speaker 2
close that one. Okay. yes. 192.168.1.1. is spinning. Okay. Okay. Yes, so that's what we need to do, we have to get back the same...[silence] I'm on a place Tim. Is it still like waiting? Talk. Okay. What do you have on the page now? Troubleshooting. Okay. So you're back on the same page. Talk. Okay. Can you go to status and then report and then go back to port spam? Can you sign? Okay. Can you sign out? You can click okay on the lower right corner and then scroll up, you have an option for sign out. finally signed out.
49:00
Speaker 1
Okay. Um, I just have that phone. Hit on the phone again. Okay. Okay. Um, it says one moment. It's trying to come up. Okay. It says sign in, so that's where you put the admin, right? Okay. Okay. It's trying to come in. Okay. The page is up with the eight boxes.
51:00
Speaker 2
Okay. all right. And then I think it will ask you to sign in again. Yes, click the phone icon. What do you have now? Okay. [silence] Yes, the admin all lowercase. Okay. And then for network status.
51:00
Speaker 1
the exact same. [silence] no internet connection and it has the exclamation point between the router and the internet. Okay. Yeah, that looks exactly the same again. No.
52:00
Speaker 2
Do you have? Same, no internet. Okay. So, um, can you go to troubleshooting again, ma'am, and then report status and then report. Right. And then go to, um, scroll down, go to the ports where we had the table earlier. So there's no X mark on the internet. Okay. So we'll try a loop back. Um, this, I want you to disconnect, ma'am, the.
52:00
Speaker 1
Again, okay, okay. I think it's on now. So, I, I see it has to go to the middle. So, both of them are going to be on both ends. You want it in there number one. Okay, okay, it's in and they're both kind of greened. Okay.
53:00
Speaker 2
I want you to disconnect the Ethernet that is on the back of the modem.
53:00
Speaker 1
Yes. Yes. Silence. OK. OK.
54:00
Speaker 2
We have it. the internet port of the Linksys router connected to the Lan one of the of the router. Okay and then what's the color LED light? Purple solid. Okay and then on the. So purple solid. Okay just leave it as it is for now, ma'am. I'll put you on hold for like two to three minutes. Let me just verify something. Okay? All right, I'll be back.
54:00
Speaker 1
Ma'am. No. Right. Yes. Yeah. Refresh. It's doing it right now. Okay. Pop top. Oh, that was easy.
60:00
Speaker 2
- I don't think. Thank you so much ma'am for patiently waiting on the line. So we still have the cable at the back right, of the linksys router. Okay. All right. Um, can you refresh, let's refresh the 192.168.1.1, okay.
60:00
Speaker 1
okay. what do you mean?
61:00
Speaker 2
All right, and then at the back, ma'am, of the linksys where we had the internet cable, um,_do you see any led light blinking at the back, like orange or green? But they, but the led is there, right, the led at the back, uh, for the internet port. Um, we have like hmm. Okay. And then we have the LAN1. That's, that's fine. That means that, um, that means that this cable is working fine and now we have the LAN2, LAN3, LAN4.
61:00
Speaker 1
Yeah, same thing. They're both doing exactly the same thing. On the web. Oh, uh, uh, uh. The network status is still the same. Okay. I'm there. Oh, we have access. Uh huh? [silence]
62:00
Speaker 2
The port is active and then on the LAN one we also have green and then like yellow. Okay. Right. Okay. And then. Okay, that's good. And then what do we have on the page on the left right? Uh I'm not sorry on the laptop sorry on the computer? the 192. uh let's go to troubleshooting and then go to status and then report and then scroll down to the port table. X on the internet and then X on under 1 GB PPS right? Okay. Okay. and then on the Number one on the one GBPS as well. Okay. so the router, yeah. So for this one ma'am, I'm sorry. I'll just confirm something then I'll be back again. Sorry. Okay. [silence] Hello, ma'am. Hi, ma'am. Thank you so much for waiting. So, since we're able to successfully detect that there is an active port on the router, so at least we know that there's no hardware issue with the router. So, what we'll have to do now, we'll have to disconnect the cable that is connected to LAN1 and then we will connect it back to the modem. And then we will power cycle again the modem, and then after power cycle, so we will refresh the 192 again. So, that's going to be the possible next step that we will go through. And then if we lose the X mark on the internet port of the router, so more than likely the issue is just a software glitch.
62:00
Speaker 1
um, um, okay, okay, okay, um, okay. Okay, okay, plug back the cord into the modem. So now, what do I do? I'll turn off modem. Okay. Okay. So the router basically is okay. [silence]
66:00
Speaker 2
likely. There's an issue with the modem. Possible it fries the port at the back of the modem. So we may need to replace the modem. If once we connect back the router, we lose the x mark on the internet, then the modem has the issue. All right. Okay. So, yeah, let's let's try that one again. All right. Turn off the modem. And then I will step the timer, at least three minutes just to make sure. So it may take a while, so if you need to do something else, you can take your time. I'll let you know this three minutes. Okay. Yes, the router basically is okay, because if the router
66:00
Speaker 1
Mm-hmm. or what if it's not? Okay. So if the X's go away after all of the next step, that means it's the modem. [silence] I think we paid for this. [silence] I think we bought it. From them. [silence] Yeah, I think it was from them.
67:00
Speaker 2
If the router's Internet port is defective, when we do the loopback, there will be no X mark, only the LAN won't. So since we're able to get the X mark on the Internet port and then the LAN one, so that means all the ports on the router is active and working. So, hmm. Yes, that means it's the modem. So we'll probably have to replace the modem and then um Is for the modem, um is that your own modem or it's provided by your internet service provider? Okay. You you're the one who purchased it from them? Oh, okay. Okay. Because at least we have um at least we have.
67:00
Speaker 1
Yes, it did. Oh, yeah, we've been having storms. Yeah. We're having one all day today. Yeah. Yeah. Yeah. Me too. Even though
68:00
Speaker 2
of you know a confirmation and at least we verify that which switch in terms of the internet disconnection so you've mentioned earlier that the power went on and off right I see so more likely it affects usually power surge or power outage it usually affects number one the internet port of the modem usually sometimes the power adapter but had did you had like any storms recently all day today Ah I see did you had any the lightening? Okay I see because usually storms um especially lightning um that will actually fry the ports not just the modem but sometimes the router but good thing the router is okay.
68:00
Speaker 1
Even though it's working, I mean, it's showing the lights and all that, it could be one of the chords. Mm. Okay. All right. Well, we'll find out here soon. Okay. And then I plug it back in. Okay. All right. Maybe. Okay. It's plugged in. So.
69:00
Speaker 2
<start_of_audio>We'll just... yeah. Yeah. One of the ports because usually there is something on the ports of the modem or unit like modem and routers. There there is like a metal object there that usually will get fried once there's lightning. Okay. So, just ten seconds left. And then...yes, just in time. You can plug it back in now. All right. So, let's give it. Yeah. Let's give it some.
69:00
Speaker 1
okay and then we'll see if the axis right right right [silence] okay so if it is the modem and I have to get a new modem right
70:00
Speaker 2
Some time let's wait for the modem to [silence] have the LED lights again and then once the LED light is back, then we'll refresh the 192. Contact first your internet service provider because if they're the one who provided you the modem, then you can you can they can replace it for you. But if not, then you can purchase the same the same modem and then once you have once you have a new modem in case you're the one who purchased it, you need to contact them first to provision or activate the new modem before we go through with the with this one.
70:00
Speaker 1
which said in the center. Okay. Okay. Okay. Okay. Okay. okay, so both say I get it. And can I do it myself through the, app. I should be able to set it up myself because I did before. Okay. Perfect. Okay. Yes
71:00
Speaker 2
However, yes, and then we can continue. We can help you continue with the setup. So since you've already paid one time, no worries, I'll ask for an approval to just continue on that one. So no need to pay another $15 for the one to continue with the troubleshooting. However, ma'am, we are not open during Saturdays and Sundays. We will be back by Monday. [silence] Yes. Yes. So, I'll send you an email on that one. I'll send you the email for the step by step, the three-step by step process, and then if you have a hard time, but yeah, but after this one, so yeah, I think we'll provide options once we confirm.
71:00
Speaker 1
Still trying to come up. It's not up yet. Waiting on the blue light, the two blue lights. Um, yeah. Yep, it's still purple. Okay, we're up. Okay. And the access went away.
72:00
Speaker 2
that the modem is the one that's active. So, um, what do we have on the modem now? Okay. Okay. Okay. And then the LED of the Len sources router, that's that remains solid purple or it's blinking red. Okay. That's good. All right. And then refresh the 192 on the laptop.
72:00
Speaker 1
Okay. Okay. Okay. Okay. Then I'm going to go to troubleshooting and report. And go down. And the Xs are gone. Okay.
73:00
Speaker 2
uh, start up.
73:00
Speaker 1
[silence] Okay, Rob. What is this? Okay. I'm good, now. I know. So I will get all that turned in. Yeah, yeah. At least I know where to go. So I'm good. Okay. I appreciate all your time and help. I really do. All right. Okay, you too. OK.
74:00
Speaker 2
i will send to you the case number as well for reference so yeah for now i think i think we'll move forward on that one at least we have confirmed that it's not the router so router is working fine and then yeah any follow up questions at least you have peace of mind okay yeah okay that's good all right you're welcome thank you as well for your time and for your patience so you have a good evening and you take care okay thank you so much and bye bye
75:00