V2 Rubric Detail — 1e625400-7162-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 13:22
Duration
53m 21s
Contact
Kathy Grennell
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent offered paid support before any triage or warranty check, using fee as a gatekeeper instead of first providing basic assistance. This violates universal_paid_support_workflow.md which states paid support must come after basic triage and warranty confirmation.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp0.71/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent violated protocol by offering paid support before any triage, constituting Avoidance/Evasion (auto-zero). While technically accurate steps were provided, the customer was not resolved and was redirected to the ISP without confirmation of the actual issue. High customer effort, lack of empathy, and poor next-step ownership resulted in a partial resolution outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to contact Xfinity due to 'hidden IP' and 'unsecure connection' without verifying or resolving the extender setup; no working connection was achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided reset, connection to extender setup SSID, and browser access to extender.linksys.com, but failed to troubleshoot why setup wizard failed to complete despite correct steps.
R3 Not Met Correct resolution path conf 97%
Agent offered paid support before any triage or warranty verification, violating universal_paid_support_workflow.md; this is a protocol failure that invalidates the path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified LED status and location issues but did not ask for Wi-Fi credentials, signal strength, or confirm if the main router was online — missing key diagnostic steps.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used extender.linksys.com and guided factory reset; no additional tools (e.g., remote session) were necessary for this issue.
T3 Met No misinformation conf 98%
Agent gave correct 10-second reset instruction, accurate setup URL, and proper explanation of WPS button function; no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general direction but had multiple long silences, abrupt transitions, and lost control during setup loop without regaining structure.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms and repeated instructions, but failed to adapt when customer expressed confusion about browser navigation and network names.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent processed payment, stayed on call, and did not transfer; owned the interaction from start to end.
O2 Not Met Proactive follow-through conf 94%
Agent told customer to 'contact Xfinity' with no follow-up plan, timeline, or callback commitment; left customer without clear next steps.
O3 Partially Met Closure confirmation conf 85%
Agent acknowledged prior contact but did not reference specific steps already attempted or avoid re-asking basic model/status questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was clearly warranted — issue remained within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer frustration, repeated effort, or difficulty; remained transactional throughout with no empathy statements.
X2 Partially Met Tone & rapport conf 90%
Agent responded to confusion by repeating steps, but tone remained flat and did not adjust to customer’s increasing stress and self-doubt.
X3 Not Met Overall experience conf 96%
Customer had to find a paperclip, perform multiple resets, and navigate unclear browser instructions; agent created avoidable effort.
Call Transcript99 turns · 103 lines
Speaker 2
Welcome to Linksys support. 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, please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you are experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists.
00:00
Speaker 1
Excuse me, good morning, my name is Cathy. I called last week about my Linksys device. It is out a warranty and I'm having trouble rebooting it to set it up again for extra internet in my home. What number would you like first? Yes. And they sent me an email to try and set it up but I'm trying to reboot the unit and it's never going to blue where then I could reset it up.
01:00
Speaker 2
linksys. this is ice. how can i help you? right. let me check first since you mentioned that you caught last week.
01:00
Speaker 1
the unit is a RE6300. It just keeps flashing warn. Yes. Correct. I'm still having a difficulty. Yes. Uh-huh. Yeah, I called on Tuesday. I see. I called on Tuesday is when I called. Yes. Right. [silence]
02:00
Speaker 2
I see. It's a. All right. So it's a range extender. And you follow the you follow the guidelines sent to you, but uh still it didn't reboot. Hmm. All right. Okay. Um, let me verify again. Your name is Kathy Gumina. All right. All right. All right. Kathy. I uh I think the previous agent mentioned to you that your product is out of warranty. So, we can uh provide you free technical assistance. If you want me to walk you through the steps, then you will have to apply for the paid connect service.
02:00
Speaker 1
That's fine. Yeah, how much is that again? One five. Okay. One five, $15? Yes, that is fine. Thank you. Okay. Okay. Okay. Okay.
03:00
Speaker 2
Alright, so you want to apply for the paid Connect service? Uh, it will cost you 15 US dollar. And it's a one time non refundable fee. Yes, one fite. Alright. Okay. Uh, I'll have to set an expectation that the paid Connect service is a one time non refundable technical support. And it will only last for a maximum of 60 minutes. Okay, once the 60 minute is up, uh, the troubleshooting ends. And if we haven't yet finished, you will have to pay again another 15 US dollar. Okay?
03:00
Speaker 1
Okay. Kathleen, K-A-T-H-L-E-E-E-N.
04:00
Speaker 2
I'm going to open first my tools for to process the payment and I'm going to post this call recording so that you can will be confident. All right so Kathy the first name on the card you're going to use is? Right. Hold on. Kathleen and the last name
04:00
Speaker 1
GRENELLE to 668 4190 420.
05:00
Speaker 2
GREENLL alright, Patwin Green, alright, so the card number is... alright, let me repeat again this card number is [REDACTED_CARD_NUMBER]. It's a visa card alright, thank you. And Kathleen, what about the month and year expiration of the card?
05:00
Speaker 1
0131? Seven, three, five. 60487. What? The Cassie Green, now? You got it, yes.
06:00
Speaker 2
All right, [REDACTED_PAYMENT_DIGITS] and the security code [REDACTED_SECURITY_CODE]. What about your billing, uh, zip code? [REDACTED_PAYMENT_DIGITS] All right, thank you. And the email I'm going to put here is the one you provided, to the previous agent, uh, KathyGrunell@gmail.com. All right, KathyGrunell@gmail.com. Okay, uh, All right, Catica. I'm going to process now the payment. I'll put you in hold for 2 min, okay? Hello Kathleen Kathleen Thank you for patiently waiting okay I processed another payment
06:00
Speaker 1
Okay. It is plugged in. Uh, okay. Uh, they told me, like, within three feet or something. should pause. Okay. So let me, let me move it.
09:00
Speaker 2
[silence] for the paid connection service, and I've already sent the invoice to your email address. Now let's proceed with your concern. Your range extender. I want you first Kathy, to plug your range extender to a power outlet near your internet provider, Xfinity modem or it's router. So it must be near. Yes. It's better to be near your internet provider modem, your Xfinity modem or your modem router.
09:00
Speaker 1
Move it closer? Okay, um. Oh, okay. Let me... Okay. So I did relocate that. Okay, so it's close to the bottom. Yes. Um... You know what? I don't know all those terms. I'm so sorry. Uh, it's... It's connected by my TV and I have Xfinity. So it's a
10:00
Speaker 2
Yes. Because once we set up your range extender, we can relocate it, if pharaoh, if after we set it up, we just need it to be near so that when we set it up, it can connect to your internet provider. Once we've done setting it up, you can move it, okay? Right? No. So, by the way, Kathy, your Xfinity modem, is it a modem or a modem router or do you have a separate router? Uh,
10:00
Speaker 1
give me like another whole unit in addition to the actual box. No, I don't have anything. Only the one box. Yes. Uh huh. Yes.
11:00
Speaker 2
I want to know if, yeah, I want to know if your Xfinity provided you a modem box type or a modem router box type. Or they, or they did provide you separate box, a modem and a router. Yes. If there's another box that your Xfinity provided [silence] or only one box? So, alright. So Xfinity provided you only one box, so that is your modem. So, you don't have a router, a separate router.
11:00
Speaker 1
speed. your brother said it up six years ago and all the sudden it just like it it was just kept flashing that amber color and it stopped working i tried to reboot it and I moved it closer the router's in my family room so I thought well well the box the Exidity box is in the family room I don't think I have another router yeah I don't think I have another router yeah that was actually it was actually plugged into anethernet
12:00
Speaker 2
Mm-hmm. Mm-hmm. So the router is in your family room. So, uh, maybe the ext... Okay. Okay. So, uh, I think... ... ... ... [silence]
12:00
Speaker 1
Will the link spot... extender was plugged in. It was plugged into the ethernet cord. Uh, no, it was plugged... It's plugged into the computer in the office which has that ethernet cord. It was plugged into that. Okay. Correct. Yes. Correct. Yes.
13:00
Speaker 2
So, you're range extender was plugged into your Xfinity modem? [ silence ] Right. Let me just clarify. So, your range extender before was there was an ethernet cable connecting it to your computer. Right? [ silence ] And your range extender nothing else is connecting it to other devices, it's only connected to your computer. [ silence ] All right. [ silence ] Now, with regards to the bugs that Xfinity modem [ silence ]
13:00
Speaker 1
Yes, okay. Okay. How would I know that it says. It does. I don't see an antenna. It yes, it does. A logo. I see it. Uh-huh. I I think you're right, yes. Yes. Um,
14:00
Speaker 2
Oh, you would have a Wi-Fi logo or internet indicator on it. Does your box from Xfinity have an antenna or... [silence] but it has a Wi-Fi or internet logo on it. Hmm. All right. Okay, so not having an antenna, uh maybe that box is a modem router type. Okay, all right. Now, since you plug in your range extender to a power outlet near your Xfinity box, uh let's uh check the light of your range extender. [silence]
15:00
Speaker 1
Okay. Uh, let me see. Yeah, it was, it's not blinking anything at the moment. It's dark. It's dark, it's not blinking. No light. Uh, yeah, I plugged it in. It's a working good outlet. There is no color. There was when I first moved it to plug it in, but now it's, it's no color.
16:00
Speaker 2
it should its light should turn blinking Amber or orange it's not blinking? So there's no it's dark? There's no light? So there's no light on your range extender. That's uh weird. Um can you check if you have uh really ug it properly to a power outlet? That's weird. Uh your range extender should have a light on its led and it is
16:00
Speaker 1
I can you want me to move it to another outlet that's so close. I could do that. Okay, I could do that. Yeah I could move it. And let's see what happens. Um over here. And then just give it a moment, right? To see if it's going to light up that amber blinking color. Uh there's still nothing. Should I press that reset button on the top or no? There's no no flashes.
17:00
Speaker 2
**Host:** It's front because we won't know if the extender is getting a power source from your power outlet. Yeah, just to check if you can nor if you can see a reset button on the range extender usually it'll have it in the front should be like a pinhole or could be a little button.
17:00
Speaker 1
Yeah. I can, I can press it. Into. You. No. OK. Right. OK. The light is blinking amber. Good. OK. Yes. OK. OK.
18:00
Speaker 2
It's a small pinhole button. You can press it, you don't need a pointed object or something. Because you need to, to do, uh, to do a reset on your range extender, you have to press and hold the reset button for about 10 seconds until its, its light starts blinking. Okay, that's good. Yes. Oh, at least we see a light on your range extender, right? So, so let's wait. Uh, did you already let go or are you
18:00
Speaker 1
I I did. Uh, nO, I let go once the light came on, so I still keep keep my finger on there. Okay, so what happened now is the reset button that turned orange on on the side and then where the little word says reset, there's a little light that's yellow. Keep my finger on it. Should I keep my finger on it? Should I keep my finger on it still? Hello. Uh, no, it's it's just a steady where I I'm holding the reset button. It's just a steady.
19:00
Speaker 2
Yes of present hold it. Okay. Okay If it's already up blinking orange
19:00
Speaker 1
okay, like, yellow color and the next to it, there's a little light where it says reset, that's still just a solid yellow color. Nothing on the front of it. Should I still hold it or release my finger? Okay. Yeah, that button has like two arrows and it's solid like, yellow, orange color. Or more, I don't know if it's yellow or or orange. It's kind of in between. It's solid. No blinking anywhere. Dark.
20:00
Speaker 2
can you uh let go now okay so the light on in the front of your range extender is uh showing no light at all dark
20:00
Speaker 1
No, correct. Oh, okay, now it's blinking amber color on the front of the box. It's blinking yellow on the front of the box. And where I put my finger, that light just went off. When I put my finger on the side there to reset it, that just went dark but the light is amber on the front of the box. Blinking amber. Underneath. It is, yes. Yes, it is. Okay. Okay.
21:00
Speaker 2
Okay, what do you mean, where you put your finger are ambassador now? Okay. Now I need you to, since it's amber amber, I need you to use your phone, a mobile device, and then connect to the default wifi name of your your device. Make sure you are using a mobile device. default wifi name is GreatVibe1234. That's appropriate as possible.[silence]
21:00
Speaker 1
[ silence ] go to Settings. Okay. Okay. [ silence ] yeah, you know I [ silence ] yeah, so I'm on Wi-Fi. Um, it, it [ silence ] never showed up. That was the problem. All I have is my my Wi-Fi then it says Xfinity Wi-Fi and just like the neighbor's Wi-Fi. Okay, I turned it off. [ silence ] so my Wi-Fi's off and you want me to try and turn it back on? [ silence ] Okay.
22:00
Speaker 2
Yeah. Go to your phone Wi-Fi settings. Usually it's Linksys extender setup something like that. You connect to that. Because that's the usual Uh-huh. Uh-huh. Uh, try to turn uh try to turn off your Wi-Fi on your phone and then turn it back on. Yes. And look for the Wi-Fi name of your range extender. [silence]
22:00
Speaker 1
It's not coming up. It's only my Internet. No. And I tried typing it in, and now that amber light stopped flashing. It's dark now. Yes, it stopped flashing. Yeah, there's only one button. Yeah, there's only one button, So yeah. I only see one on here, but you want me to go ahead and press it now?
23:00
Speaker 2
usually it's links no links um okay okay um okay let's try to do a a reset again on your range extender make sure that you you're pressing the reset button and not other button okay because the yes because uh are you sure because there's also a w s button if i'm not mistaken your range extender also has a w s button [silence]
23:00
Speaker 1
and keep my finger on there again. Yeah, I did there's no other button. Yeah, there's nothing on the bottom. There's only on the one side, which it's a button and there's like two arrows. Like like one's on top, one's on bottom, like a circle. And then next to it is a small light that says reset. And then just a front, it has where you wear this re-6300. There's no button there either. So I only see the one button with the two arrows and that's the one I'm pressing. to reset this.
24:00
Speaker 2
can you check because uh can you check uh on the side or at the back or at the bottom of the range extender okay uh i think you should not uh be pressing that two arrows [silence]
24:00
Speaker 1
Oh, that one, oh. Ah, gotcha. Yes, but... Gotcha. Okay. I am. So will a pen go in there? Okay. Do you want me to plug this in and then press the pen? A paper clip. Okay, let me go. I got to... Let me... Okay. Ah, that was probably my mistake. Okay. Let me go get a paper clip really quick here and open it so I could... 'cause you know those instructions said that and I'm like, I don't know what's going on here. Okay. Uh, hold on a second. Yeah, that is a tiny...
25:00
Speaker 2
I think, uh, it should be the small pinhole button, the reset. It should not be the two arrows because as I've told you, you need a pointed, a pointed object to press the reset button because it's a small pinhole button. So you're pressing the wrong one. A paper clip, uh, anything pointed that could, uh, um, go in, yeah. Yeah. Okay. Sure. yes. Yeah, that's why you need a very pointed, uh, you need a tiny uh pinhole button, yes.
25:00
Speaker 1
Yeah, if you don't have mistakes, okay. All right, let me open this. You know what I kept reading it and I'm like, I don't need a pen for a paperclip, okay. So when I open this paperclip, press that TD signing button, do I do it with it plugged in or not plugged in? Plug it it in. Yeah. So plug it plug it in, right? Okay. Okay. Right.
26:00
Speaker 2
So, I think that's where you ... That's fine. That's fine. That's fine. Yeah. Press ... It should be plugged in so that you will know if there's a light, uh, changes on its LED. So, you press ... Yeah. Yeah. Plug it on a power outlet, and then press and hold the reset button. Uh, you should, uh, hold the reset button for about 10 seconds, and once you check that its light starts blinking, then you can also release, uh, holding the reset button. But just to make sure, you also have to count up to 10 seconds.
26:00
Speaker 1
Okay, I'm pressing in. Yep. It's like going through my fingers. Okay. Then I can really, okay, I'm pressing. So let's see if we get some color here. Okay, it is blinking, it's blinking. It was hard to tell. Okay, it did. Okay, hold on. Let's try this again. It looks like it's blinking, but, let me re-hold it again.
27:00
Speaker 2
press to hold reset. count up to 10 seconds. and it should start blinking then once 10 seconds is up, you can let go. Okay. you can let go now if it starts to blink.
27:00
Speaker 1
Okay, it's blinking. I cannot even tell what color it's blinking. It's so light. It must be, um, yeah, it's blinking, but I don't know what color. I can't tell. Um, hold on. It's definitely not, it's blinking. It's not g. Yeah, it looks like it's green. It looks green to me. Oh, guess what? Guess what? My Wi-Fi, I have the Lynx Extender just came up on my Wi-Fi. Okay, now, now it's in, it's amber blinking. That's it. Well, yeah.
28:00
Speaker 2
Okay, just uh... Mm-hmm. So just wait. Okay, just uh, wait. Yeah, just wait for it to... Yeah, so... Yeah. Okay, just uh, don't uh touch it. Just wait for it to stabilize. Because usually... Mm-hmm. Yeah, so what's the color now of your range extender? What's the color? So, it's amber blinking and you can also see now on your phone.
28:00
Speaker 1
I do see it. And yes, amber blinking, yes. Okay. Okay. It's uh, it, it's, okay, it, I did get, it's, uh, hooked up. There's a checkmark. Uh, it says no internet it says there's a blue checkmark. It says no internet connection. Perfect. Okay. uh where do I do that at? Like I said, I'm not very versed in all this. uh, a web browser. Okay. uh.
29:00
Speaker 2
Okay, now connect to that on your phone. Connect to your, uh, Linksys Extender-Setup, alright. Okay, so you're connected now. And that's fine, since what's important is that you're already connected to that Wi-Fi name of your range extender, okay? So now, what you're going to do is you're going to open a web browser on your phone, or open a Google, yeah, open a Google Chrome, something, a web browser. Google Chrome, uh, would be better. Yeah, Google Chrome.
29:00
Speaker 1
Uh okay hold on hold on wait I don't know if I have oh Google okay let me go to Google uh don't allow okay Um all I see is the word Google and then it has like search should I go into search Um uh hold on a minute
30:00
Speaker 2
When you open any web browser, like Google Chrome, you will see, above the google.com, where you can see the url of the website, www.google.com, like that, right? Above your web browser. No, it should be on the address bar, where you type the site name.
30:00
Speaker 1
[silence]
31:00
Speaker 2
H http://extender.linksys.com you need to go to the site.yes you can try if you have a Safari hold on now hold on Katie hold on Katie are you using the same device you connected to your range extender? or is okay just type yeah just type in extender extender extender dot extender.l.I.
31:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yes, it says welcome to our 6300 extender setup. Good. It says, I accept automatic software setup. The blue button, I accept, start setup then. Okay. Okay, so I'm just gonna read it, how do you want to use your range extender, just hit next. What, wireless. Got it. Okay, so now it's searching,
32:00
Speaker 2
NK. SYS. extender. linksys.com. So extender. linksys.com. and then hit enter. It will start the setup wizard. Okay, that's good. Now, you just need to follow the instruction. What does it tell you on the screen? Okay, accept. Yes, start setup. So just follow the instruction and tell me if there's something you don't understand on the screen, okay. Wireless. Yes, wireless select. Wireless. Yes, wireless.
32:00
Speaker 1
Okay. So now I see my internet name. So do I press that button? Okay. And then I put my password in? Okay. Good thing I know that because I've been using it. I'm teasing. You got it. Yes, it is. So I just put in the password. It's trying to connect. I. Uh. actually, I I don't I don't live out in the country, but I have the worst internet. It's so so. Okay. My IP address is hidden. Okay, so it still is still trying to connect.
33:00
Speaker 2
Yes, connect to that Internet name. Yes. Yes. So, that is your Wi-Fi name and password from your Xfinity, right? Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Yes, because once you select your Wi-Fi name and enter its password, your extender will connect to your Internet provider,uh Excel. If [silence]
33:00
Speaker 1
So, it's popped up reconnect to Lexis extender setup. It's still continuing. It's still searching. [ silence] Right. [ silence]
34:00
Speaker 2
So it may be your internet connection. Uh stability is not that good because it's trying to connect. That's also the reason why when we try to setup range extender, it must be plug into a power outlet near your internet provider modem so that... it will uh get a strong connection to your internet provider.
34:00
Speaker 1
right on the other. It's very close. So it says we will connect, we will continue to set up once we see a connection. Your device disconnected. Be sure that your range extender is plugged in. Reconnect to the Linksys Extender Setup 5A1 Wi-Fi network. Name it. So is this- did it not work? Oh, so do I go out of this and go back to settings or how- where do I name it? [silence]
35:00
Speaker 2
you have to name your I think that you already connected to your Wi-Fi so you have to name your range extender say if your Wi-Fi name is Katy then you just have to add Katy that E-X-D so that it will mean it's an extender Wi-Fi [silence] no it did show you the name
35:00
Speaker 1
It's not. It, it's, just says reconnecting to link, system extender setup, dash 5A1 and it's just, um, like searching, but I don't think it's connected. Uh, okay. Uh, go there again. Okay. Yes. When I first did that, uh wireless extender, okay? Hold on. It's saying it's not secure. Let me go back to settings. Okay. I'm back to the link system extender setup, dash 55A9G1 and it's just, um, like searching, but I don't think it's connected. Uh no, my, my wi-fi name does not have that.
36:00
Speaker 2
I'll try to go back to your phone Wi-Fi settings and connect to your Linksys extender setup. Yes. Uh fine. Yeah, that's fine. Okay. Can you look? Yeah. Can you check on your Wi-Fi available if you can see new Wi-Fi name there? Like Uh your Wi-Fi name with an ext. [silence]
36:00
Speaker 1
But I'm going to try and set up to the Linksys extender setup 5A1. Should I try that again? And when I hit that, it says it's an unsecure network. So private relay unavailable. It is not connected to the internet. But should I still go on there and try and hit it? My, my Wi-Fi name is Hairy. No, I saw, I see the Linksys extender setup 5A1 and underneath an orange, it says no internet connection.
37:00
Speaker 2
Yes, try that. So, uh, can you uh tell me, what other wifey name can you see there. Only your linksys exteder and your wifey name from your Xfinity. Mhm And you don't see new wifey name on your phone list of available wifey network. Okay.
37:00
Speaker 1
Yeah after. [silence] Okay, it says yeah you'll have to um on the instructions as they gave me Tuesday. [silence] It's blinking in the amber and then on my computer and on mobile device, uh it should say link link extended setup. And it says that on there and then it has 3 X's, so I'm assuming it's 5A1 is the 3 X's which is the Mac address. Um. Oh yeah, that's the Mac address. Okay. Click what?
38:00
Speaker 2
Okay. Can you go back to your, um, uh, setup wizard? What does it say on your instruction? Because it should be easy, you just need to follow the instructional guides on the setup wizard. And if you've already done it, you just need to click on next or proceed. [silence] Yes, and then. Okay, just click next. Just click next.
38:00
Speaker 1
Next. Okay. So, okay, no. [silence] Yep, so I click I click the link and it extends has no internet connection. If this is your Wi-Fi network, try restarting the modem or the router or contact my ISP. It's an unsecure network. And then it says I have highlighted auto-join. So, is there anything else I need to do on there? The can the config hold on. The HTTP proxy configure proxy is off. Should I turn that on? The bond? Okay. I can turn it to manual.
39:00
Speaker 2
If there's a next button, just click next. Because I think that's just an instructional guide. Let's see. Okay. So, um, uh, I think, uh, yeah, you can turn it on, but, but actually, oh, once you have a
39:00
Speaker 1
I know. It's... it didn't. It I hit that and it it has me starting to this link extender setup. Um, and I wanna and it says auto join. It's like blocking me because it's this isn't a um, because it's not a secure link. No I don't... Internet. Yes.
40:00
Speaker 2
already connected to your Wi-Fi name and password. You should already be connected to your internet. And your range extender should already be turned. solid. lights. Okay. that's weird because you're already on the. yeah, you're already on the setup wizard when you select your main Wi-Fi networks. And oh, after that when you select your [silence]
40:00
Speaker 1
Yes. Okay. So how can we do this then? The WPP's button. Okay, so should I stay In my settings or where should I go? Or should I click on my network? Under my network, it says Harry. Then it's
41:00
Speaker 2
Wi-Fi network. The next step is to connect your extender to your Internet connection. But since it says that it has no Internet connection and your range extender light is still not showing a solid light and it's still blinking, then it only means that it was not properly connected to your Wi-Fi name. Now we can try to do a reset again or let's do the WPS button.
41:00
Speaker 1
has Xfinity Wi-Fi. Maybe I should do. See, it says my IP address is hidden. And my Safari is browsing. Should I connect to Xfinity, maybe? I don't know. Yes, ma'am. Yes. Where's the WPS button? Oh, okay, so what do you want me to do? Press that button down now. [silence]
42:00
Speaker 2
No, um, uh, now uh, let's, uh, your range extender is still uh blinking orange, right? So what we can do is to uh use uh WPS bot? There's the WPS, that's the one you're saying an arrow down and arrow up, that is a WPS bot. Okay, I
42:00
Speaker 1
you want me to press the button on the extender? extender? Oh on the modem. sigh okay what it have a symbol so I would know what to press? You know it yeah
43:00
Speaker 2
you need to press the WPS button on your Xfinity, no, on your Xfinity modem. There should be, yeah, so that they will connect to your range extender. So, you need to find the WPS button on your modem, Xfinity, usually on the back or side, look for it. WPS button, yeah, usually it's just like a symbol, uh, arrow down, arrow up, uh, indicator, that'll be WPS.
43:00
Speaker 1
You know what they show? Okay, so it's power then it says US, then it says online, and then it has 2.4, and then number five, and those are flashing. It looks like, you know, like a sound symbol, you know, like those waves. So, should I press the the number five that's flashing? And what about it? That way on the bottom it has duo, something with the Wi-Fi. Should I press that button? No. Yeah, they pick...
44:00
Speaker 2
Mm-hmm. No, the number five, it's a 5 gigahertz band. It's a frequency band. Okay. No, um, it shouldn't be the WPS button. I think you may have to, uh, ask your Xfinity about that because we don't know if there is a WPS button on your Xfinity modem, uh, or if there is not. Now, what we can do, uh,
44:00
Speaker 1
Okay, tell me what to do. This is crazy. Okay. I'm going to do that, yeah. Yeah. Okay. Yes, okay. Okay. Okay, the end. Okay. Yeah, it went dark, so I'll wait for it to start blinking. Okay, yeah, there's a l-l.
45:00
Speaker 2
Ready is or we'll try to start again from scratch, because I think you may have missed something on the instruction while following the setup wizard. All right. Let's do a reset on your range extender. Press and hold, do-and-hold the reset button. Make sure it's the small pinhole button, the reset button. Okay. [silence] Count for 10 seconds. And once you see that its light is blinking, release. [silence]
45:00
Speaker 1
Again, I guess it's so faint, I can't even see it, but it's blinking something. Okay, so I took the paper clip out. Okay, let me okay okay. Uh, yeah, I don't it's not nope. It's not there yet, hold on. It's still yeah, I yeah, it's still doing it. It's so faint you can't even see it. Okay, okay. The links the links came up now. So, should I click on the links extensor? Okay. Okay, so
46:00
Speaker 2
Okay now on your phone all check on your phone Wi-Fi name find look for the extended setup with the last two digits of the MAC address of your range extender connect to that Okay so maybe it's still blinking or still butting up your range extender Okay a better to turn off Okay that's good so Connect Connect yeah Connect Connect to that once you're connected
46:00
Speaker 1
The amber, the, okay, so it's looking, it's, it's, and the extender is blinking amber, but it's still saying unsecure, unsecured network on here again. It's still saying that. Okay. Okay. Try it again. Okay. Yes, and I'm there and it says, um, welcome, you know, it's, it's,
47:00
Speaker 2
open a browser again. Can? Yes. Whoa. Okay, that's fine. But that's fine. Let's just connect to it. And I need you to open a new browser. Close the one that you have opened because we need to start from scratch again. So you need to close the other browser you open and open a new tab or a new browser. Yes. Once you open a new tab, type in extender.linksys.com setup. Okay.
47:00
Speaker 1
set up ok so press set up next you know yeah it says as a wireless range extender extend to your Wi-Fi signal without using any cables I could hit next or underneath this yeah I chose it ok okay okay and then I see my internet name so click on that correct my internet and then my password okay and then I'll hit next the yes it is ok it's connecting to the network but see it's not it's not secure I don't think [silence] hold on
48:00
Speaker 2
read carefully the instruction so that you don't miss anything yeah you chose that uh you need to select that make sure you select the wireless before you click on next okay okay yes once you click on that mm-hm mm-hm what does it say now
48:00
Speaker 1
It's still looking. Okay, um, something popped up. Private relay is active. My IP address is hidden. Okay, it's still trying to look for a signal. Okay, again, reconnect to the link, uh linkage, uh, uh link sys system extender, set up 5A1. We will continue set up once we see a connection so it's going around and around. It says your device disconnected. Be sure that your range extender is plugged in. Reconnect to the link extender. Okay. Okay. Absolutely. Yes.
49:00
Speaker 2
yes so Mm-hmm. Okay. Mm-hmm. Okay. Now okay. Now I I think oh we got the main uh uh root cause of the problem why you cannot uh connect to your internet. Okay. Uh you have confirmed uh Karrie that you have an internet from your Xfinity right? Because you can connect your other first, your, excuse me, internet provider, ask them, because it already mentioned that your IP address was hidden, and you are your WiFi connection is unsecure, so you may have to ask them for help, assistance to help you with that, because we're already good on the setting up your range extender, but it could not proceed because of the IP address that is hidden and your unsecure internet connection.
49:00
Speaker 1
so I just have to talk to them. yeah. okay. okay. okay. yeah I gotta get a hold of them. Yeah that everything is through the robot. okay. then if I have a problem I can call you back correct?
51:00
Speaker 2
So, once you got, yeah, once you get, yes, uh help you with that, assist you once, uh you're done with that, I think you can a pusseed with, uh, uh, setting up your range uh extender because it's already, uh it's a setup result, it's instructional, uh setup. You can just follow the instruction and then proceed. And once uh you get your connected, uh the light of your range extender will, will turn solid. It will no longer blink. It will turn solid. So it's, it could be a solid blue or a solid green. Once it turns solid, it means your range extender is already connected and then you can relocate your range extender uh to where your computer is. Okay. All right. Okay. Yes.
51:00
Speaker 1
Okay. Yeah, cuz I know. Yeah, I know what I'm doing. I understand it. Because, see, with this not working, my ring, uh, my ring outside is working, but on the inside, it's not working. And then it's that my I can't hook up my printer, because this ling's isn't working. But everything else is working. It's it's kind of crazy. So, okay. Gotcha. Okay. I'll okay, thank you. Um, it is. Okay.
52:00
Speaker 2
You can just follow the procedure since we've already done it the extender just follow the procedure. Yes. Yes. Yes. Right. So it could be the internet settings from your internet provider. You just have to ask them to assist ent okay.? Because your range extender is really working it's really working because it's followed uh resetting and uh it once you see the launch setup wizard it means your range extender is working. So that setup wizard is actually uh easier user friendly to to have.
52:00
Speaker 1
Okay. Okay. All right. Thank you for all your help. I appreciate it. Okay. Have a good day. Bye-bye. Thank you.
53:00
Speaker 2
help you set up your range extender. So, you just need to follow the instruction on it, okay? All right. You're welcome. It's my pleasure to assist you, Carrie. And thank you for calling Linksys. Once again, this is Iz. Take care, Carrie. Have a great one. Goodbye.
53:00