V2 Rubric Detail — 1ed457ae-717f-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 16:50
Duration
67m 25s
Contact
Carlos Martinez
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#TE00134957
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_slow to no internet connection_devices unable to connect to the WiFi
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp1.79/5
Overall50.8% (+14.8)

V2 Grader Summary

The agent performed a factory reset and attempted setup but provided technically inaccurate information (wrong URL, mixed reset methods) and omitted essential diagnostics like a modem speed test. Despite communication and tool usage shortcomings, the agent demonstrated ownership and appropriately escalated to Level 2 after reasonable troubleshooting, meeting the threshold for a warranted escalation. The outcome is classified as 'Appropriate Escalation' rather than 'Unresolved' because a valid escalation path was executed with proper context transfer.

V1 Case Analysis

Customer reports MBE7000 shows solid white/red LED, no internet, cannot access router UI. Agent incorrectly identified ISP as AT&T (customer has Xfinity), performed 30-second reset and invalid 5-press method, attempted access via myrouter.info, myrouter.local, and 10.0.0.1 (incorrect). Escalated to Level 2 (case 4860853). No serial or warranty collected.

Troubleshooting Steps
  • Incorrectly identified ISP as AT&T.
  • Performed 30-second factory reset on parent node.
  • Attempted 5-press method (not valid for MBE7000 with firmware above 1.0.8).
  • Attempted to access router UI via myrouter.info, myrouter.local, and 10.0.0.1.
  • Suggested disabling private relay and using Chrome browser.
Key Observations
  • Agent incorrectly identified the customer's ISP as AT&T when it is Xfinity [02:00].
  • Provided invalid access URLs and IP addresses: myrouter.info is not the primary address, and 10.0.0.1 is incorrect [35:00].
  • Attempted 5-press method on MBE7000, which is only valid for firmware ≤1.0.8 — not confirmed [29:00].
  • Failed to collect serial number, warranty status, or contact information.
  • Did not verify whether the customer could access the router UI before escalating.
Positive Highlights
  • Correctly identified the device model (MBE7000) [01:00].
  • Performed a factory reset using the correct 30-second hold method [14:00].
  • Recognized the need to escalate after troubleshooting failed [64:00].
  • Provided a case number for follow-up (4860853) [67:00].
Agent Errors / Gaps
  • Incorrectly identified the customer's ISP as AT&T [02:00].
  • Provided wrong IP address (10.0.0.1) and suggested myrouter.info as primary access method instead of 192.168.1.1 [35:00].
  • Advised 5-press method on MBE7000 without confirming firmware version — this method is only valid for firmware ≤1.0.8 per KB [29:00].
  • Failed to collect essential case data (serial number, warranty status, contact details).
  • Did not verify access to router UI before escalating; troubleshooting was incomplete.
  • Gave contradictory instructions: first said to use myrouter.info, then myrouter.local, then 10.0.0.1 [25:00–35:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports 'no internet connection' after reset and multiple attempts; agent does not resolve the issue or confirm a working state.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a factory reset and attempted to access the router UI, but skipped critical ISP-side testing (direct modem speed test) and did not verify WAN status or cable integrity.
R3 Met Correct resolution path conf 93%
Agent escalated to Level 2 after reasonable troubleshooting, which aligns with protocol for unresolved hardware or configuration issues on in-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified intermittent connectivity and slow speeds but failed to follow a logical diagnostic sequence (e.g., no modem-direct test, no ISP verification).
T2 Not Met Appropriate tools / resources used conf 95%
Agent used incorrect URL (myrouter.info) for MBE7000, failed to access admin interface despite multiple attempts, and did not use any diagnostic tools like speed tests or logs.
T3 Not Met No misinformation conf 97%
Agent instructed use of myrouter.info for MBE7000, which is incorrect—correct address is myrouter.local or 192.168.1.1; also gave conflicting reset instructions (30-second hold vs. 5-press).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and transitions but had long silences, repeated unclear instructions, and lost momentum during browser troubleshooting.
C2 Partially Met Confirmed understanding conf 83%
Agent used technical terms like 'myrouter.info' and '192.168.1.1' without confirming understanding; adapted slightly by switching to phone setup, but customer remained confused.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on case, performed resets, attempted setup, and only escalated after reasonable effort—demonstrating ownership.
O2 Partially Met Proactive follow-through conf 86%
Agent provided a case number (4860853) and confirmed escalation to Level 2, but did not give a timeline or specific next steps for follow-up.
O3 Met Closure confirmation conf 92%
Agent referenced prior case number and acknowledged previous support interaction, showing continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation occurred after failed reset and persistent 'no internet' state—valid trigger per KB for suspected hardware or firmware defect.
E2 Met Escalation prep & handoff conf 91%
Agent communicated escalation to Level 2, provided case number, and informed customer of team handoff.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent used polite language and thanked customer for patience, but empathy was generic and not tailored to frustration or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Agent shifted from computer to phone setup when encountering issues, showing some adaptation, but continued with complex browser steps despite confusion.
X3 Not Met Overall experience conf 93%
Customer endured multiple resets, repeated browser attempts, and device switching—indicating high effort and avoidable friction.
Call Transcript96 turns · 107 lines
Speaker 1
Hello. Hi. Yes I'm Miss Carlos. I was talking to some one before but I had to go. uh but she gave me um you know the case number so I can just um you know keep trying to troubleshoot this problem.
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. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warity product, paid support option may be available, depending on the. Thank you for calling Linksys. Theis L. Can help? Hi sister. What's the case number? [silence] Okay, for four nine five. Okay, let's just double check that one. Alright, so uh, yeah, can you confirm, sir, the first name and last name and then the email that's on the account? Thank you, sir, and this is your best call back number right? The one that ends in 053. Thank you so much. So, the base here, sir, you have uh, let me just double check here. Your router is the MBE 7000, right? Okay.
00:00
Speaker 1
I don't count this. It's conquest or Xfinity I think. [silence]
02:00
Speaker 2
[ 0m0s627ms - 0m3s767ms ] And just to confirm, Internet service provider is AT&T.
02:00
Speaker 1
Okay, so let me correct you. You know, when it's connected, it's super slow. And then right now, the router is white, like the lights. It looks like it's connected to internet, but sometimes it disconnects and sometimes it connects. And when it's connected, it's super slow. You know? So it wasn't like that. Just in the morning, I called Xfinity because I have a problem with the main router. So what we did, we just changed the password for the Wi-Fi on the main router from Xfinity. But the main router is connected to hard wire to the router, like the linksys one. But
03:00
Speaker 2
Are you having real slow internet connection? Uh-uh. Okay.
03:00
Speaker 1
I don't know, after that it's, it doesn't, and the right now it doesn't even connect to internet and and and the light is white, you know. The network works, but not the Wi-Fi, not the internet. Well, right now it's not connected. Like if I go to, if I go to to settings, and it says, no internet connection, you know. But if I refresh it, it connects for for a couple of minutes. So right now I'm going to refresh it and I'm going to, you know, and then it connects automatically to my to my inc router. And then if I go to internet.
04:00
Speaker 2
but you can connect to the wi-fi yes just that when you're connected the internet is slow in terms of wireless connection right [silence]
04:00
Speaker 1
no, no, it doesn't open. No, no webpage right now. Now it's not even connected to internet no more. Yeah, that's the worst thing. But I don't know if that means that it's connected just to the network. You know, but I mean before it was I don't know. And anyway the old lady, she was telling me that because we tried to disconnect both routers, the router and the modem, and it connects for a minute. And then, you know, after that after we did that, now it doesn't even connect to the to the to the modem. And it's white, the light. And she was telling that maybe we need to, you know, reset the Lynxess router. So, I don't know.
05:00
Speaker 2
Okay, but the L.E.D. light is solid white. documentation, Ser. You have already tried to power cycle the modem and then the links It's router but since you're still getting that issue, what we can do as a last resort since you're still also unable to connect to the Wi-Fi. We can do a reset and then reconfiguration. The reason for that why we actually need to reset it, Sir, is because once we reset it, everything that is previously configured on this links It's router will be removed or deleted that also will include possible bugs or glitch that's causing this low Internet connection and unable to connect to the Wi-Fi. So that will refresh the connection and then we can create a new handshake between the modem and then the links It's router and then we will set it up again in order to rename it back to the same SSID that you have before. So most of your devices that's connected to the links It's router will just automatically reconnect.
05:00
Speaker 1
Okay, so, so do you want me to press the, the, the, the, the button in the bottom of the the router, the one that says, reset, yeah, well, and i have another note, i have, i have another, uh, you know, another router from NetGear, but that one is connected to the, yeah, another router, another, a NetGear router that I have connected to my garage, but that one is, uh, you know, you, it will be the same thing, right? Like once I reset everything, it will connect to the same uh because it's hard wired. So, it won't be a problem, right? Is it is it is it yeah. So, so
07:00
Speaker 2
[silence] Name and Wi-Fi Password, but we'll have to reset it first to create a new handshake between the modem. Yes, we have to [silence] Yes, we have to do that. But will that be fine with you? [silence] Ned, both we have. [silence] [silence] but if we have about our another [silence] Ned, then is that through another network or is it connected to this main router that's connected to the main source?
07:00
Speaker 1
It's going to be connected to the main router with hard wire, but it's connected to the same Wi-Fi, you know? So, it will connect automatically, right? Yeah? Okay, so we start with the main one, right? Okay, so you want me to go and grab the other one and then bring it inside here next to the other one. Okay. But this Okay, but that one doesn't have to connect to the hard wire, right? It just we just need to connect it to the power, right?
08:00
Speaker 2
okay, I seel well we have to do a reset uh as well on that one here so that will also create a new connection. so it will stabilize the connection. if we can grab yeah but if we can grab that one first and then move it at least within the same location where the parent node is we have to do that one, sir, so we can set them up all together. yes yes sir for the meantime let's do that one grab the other one and then move it yes.
08:00
Speaker 1
O.K. but it was OK. Give me one minute. I'm gonna get it. Thank you. you
09:00
Speaker 2
[silence] Okay, sir, so just plug it in here, sir, with the parent node, at least five feet.
09:00
Speaker 1
one second, give me one second, okay. Okay. So. Do I need to wait until the. Do I need to wait until this connects to the other one or no? Okay. So I just uh pushed. [silence]
13:00
Speaker 2
All right, and then we'll yeah we'll just leave will we'll just have to leave that one sir, as it is, and then let's go back to the parent node. Yes, go to the parent node. That's no need sir. We'll just leave it as it is, we will since we will also reset our one later, so we'll start with the parent node first.
13:00
Speaker 1
RESET button on the bottom of it or no okay okay so now it's a flashing red ok. Now it's flashing now it's blue yeah yeah
14:00
Speaker 2
at the bottom, sir, of the parent node, press and hold the reset button for 30 seconds. So, um you will notice once you start holding because we will do a proper reset. So, um once you start holding the reset button, you will notice that the light will blink red three times and then it will turn off, wait for the light to turn blue before you let go of the reset button. that is within 30 seconds. All right. Okay, keep it holding, sir. Did the light turn off earlier before it turned blue?
14:00
Speaker 1
Okay. Now it's blinking blue. ISS Blinking Rep. Okay, it's now blinking.
15:00
Speaker 2
Okay, you can let go now, sir. Yeah, it will actually recover, sir, for two to three minutes, so we'll have to wait for the parent know to turn to solid blue. So, we will not expect any solid white first, so it should be solid blue later once it's fully recovered. And then, what's the LED light, sir, of the child node? Okay, so since it's already blinking red, you can reset that one as well, sir, same process as how you reset the parent node.
15:00
Speaker 1
Now it's blue. Can I let go? Yes, you can. Okay, so now it's solid. Blue then the in the show and then the main is blue as well. Okay. But are you, on the, on the main, on the main, uh, on the, on the main node, right? On the main, yes. Okay. Hmm.
16:00
Speaker 2
Yes, you can let it go now. Okay, so we'll just give it some time here, two to three minutes. And then what's the can you check here on the parent node at the bottom of the parent node? There is a setup name or default Wi-Fi name. Can you check what's the Wi-Fi name below? On the main, yes, on the main node.
16:00
Speaker 1
Yeah, on the main knob it says build setup 340 and the password 340. Okay. So the main knob is still like a blue and
17:00
Speaker 2
hello that three four zero or three four Delta three four zero okay you just keep the password uh you actually we will use that one later then let me know Okay, give it some time, sir. What is the node that is solid blue already? The parent node? Okay, give it some time, sir. How about the child node? Purple, okay. And then what device do you have? Oh. So how many NABU 7000 sir do you have?
17:00
Speaker 1
[silence] Uh huh. [silence] Well, the the the the MFT 2000 is a it's a it's a purple solid. And the the and the and the and the other one is a a solid blue. It's not moving from there. I got a uh two phones on a computer and um Yeah.
19:00
Speaker 2
One, okay. So, the MF2000, sir, um, is that solid, is, is it solid purple? Okay. Okay. And what device you have available, sir? Like a computer, laptop, or, silence.
19:00
Speaker 1
An iPad and a... [silence] um both hard wir-exposed Wi-Fi from from the from the MB 7000. [silence] Okay, so so right now these ones are the the the B7000 is blue and the other one is purple. That's fine. [silence] Okay, let me go to my computer.
20:00
Speaker 2
How do you connect your computer, sir? Okay. So, um, let's use your computer, sir, because, um, I wanted to do it manually, just to make sure that we will we can properly set it up. So we'll use your computer, okay? But my I'm saying, yes, that means that they are ready to be set up again. So we have already properly set it up. We have properly reset it. Okay. [silence]
20:00
Speaker 1
OK, on my, on my, on my computer right now, so why do we need to do? Uh, yeah? No, hard, hard wire, hard wire is connected to the, uh, to the Xfinity router. Well, I don't have a laptop, but what I can do is disconnect the computer from the from the Xfinity and connect it to the...
21:00
Speaker 2
Yes. On your computer, sir, your computer is connected wired to the MBE 7000 right now. Okay, so I want you to... Oh, okay, what device can we use there for the MBE 7000? We will... Since that is wired to the Xfinity, we'll just leave it as it is. Um, we'll use a different um, device, like a laptop.
21:00
Speaker 1
of being 7,000 and even want to. Okay, let me connect the computer to the MP3, the, um. Give me a minute.
22:00
Speaker 2
Oh, yeah, let's, maybe we can use that one, sir.
22:00
Speaker 1
Okay, so Anna, sound is connected to the end. Well right now it says it's connected to the internet because it's connected to the MV7000. Okay. [silence] and now it says that this connection is not secure. It's not secure and I could continue but it doesn't show anything. Now it's on Google.
23:00
Speaker 2
Okay, so your computer now, sir, connected to the MBE7000. Yeah. Yeah, that's fine, sir. As long as we are connected wired and um, try to open a browser. What page? What page did you?
24:00
Speaker 1
Google. [silence] My Robert. That info [silence]
25:00
Speaker 2
Okay, that's fine, sir, since we are not getting any internet yet, so we're on the process of setting it up back. So for that one, on the address bar on Google, so on the address bar where usually type the website, try to type their, sir, myrouter.info. Yes.
25:00
Speaker 1
No wonder it's not showing up. On the on the website, I have to I put in my router dot info, right?
26:00
Speaker 2
We're able to get the page there, or what do you have? Yes, my router.info on the address bar.
26:00
Speaker 1
it's not showing anything oh so it's R O U T E R R O U T E R M I Like that, right yeah dot Info dot com or my router info dot com yeah it's not showing anything Oh this is uh this is Safari
27:00
Speaker 2
What do you have, sir? Okay. You use Chrome, sir? Um, yeah, I'm sorry, m-y-r-o-u-t-e-r dot com. Ah, sorry, dot info. Dot info, sorry, so my router dot info on the address bar. Um, what browser are you using, sir?
27:00
Speaker 1
well, I don't have installed um, that one. Do you think that I can you
28:00
Speaker 2
Do you have, um, can you use. the crowd. Okay. How about this one. Sir. So, sorry Sir. um let's pause her on the computer first. Let's go back to the parent frame. Um earlier, I asked you to press and hold the reset button for 30 seconds. Uh this time Sir, I want you to [silence]
28:00
Speaker 1
Okay, but in the main in the main note, right? Okay, five times without holding right? Yeah. Okay, now it's white. Time to get white. Yeah, blinking white.
29:00
Speaker 2
press the reset button five times of the parent node, not too fast, not too slow, just a minimum amount of speed. Uh just press release, press release. So do not hold the reset button. Just press it five times. The main, yes. Five times. Yeah, do not hold it, just press it five times. Is it blinking? Okay, let's wait for that one to turn to solid white, sir, before we go back to your computer. So we had a couple. All right and then have you noticed any changes with the child node?
29:00
Speaker 1
I know. Well, right now it's blinking red. Okay, now I can see it. Now it says it's trying to reach Lindsey.
31:00
Speaker 2
Okay, so that means it's trying to connect, the parent node is trying to connect that child node, so we'll just wait for that one. But while we're waiting, we will complete the setup of the parent node. Maybe you can let's go back to your computer and then try again the myrouter.local. Ah, sorry, yeah, myrouter.info.
31:00
Speaker 1
[ silence ] linksys now, right now it's, you have first, a, a page that is just, a linksys, and then it says, trying to reach, to linksys now, hmm, no. It says, if you're trying to manage your linksys now based on Wi-Fi 7 router and reach this place, it may do it for one of these reasons. Your current device is not connected to the router's network, your VPN is enabled, or you are using a custom DNS provider. Please ensure your device is connected to linksys now router. Close any VPN connection and remove manually, configured DNS servers, addresses, and then try again. [ silence ]
32:00
Speaker 2
Theory The result? Do you have an option to click next? [silence] Okay. Do you have where any of it?
32:00
Speaker 1
let me see, maybe it's because I have a private relay in my, um, in my, uh, let me turn it off because this is a safety team from from, turn it off private relay. Okay, let me try now. Because that's from from um from Mac. Uh, let me try now.
33:00
Speaker 2
Or no? Computer, okay.
33:00
Speaker 1
Let me try to connect to the, to this again. Is my rabbit dead? Oh, it's my rabbit in remote control. My rabbit? Okay. Okay.
34:00
Speaker 2
Where are you at now, sir? OK.
34:00
Speaker 1
Yeah, it shows the same thing. Yep. Log com. Yeah, it showed me the same. I mean, it shows links, this, but it says that you are trying to administer links, it's not basic Wi-Fi. Sorry, the same thing. This is your current private seven, yeah. Zero, zero dot one.
35:00
Speaker 2
same how about through use my router dot local change the info to local yes okay can you can you okay sorry sir can you try sir 10.0.0.1 uh 10 the default login uh s-i-r-m-y-s-r-o-u-t-e-r
35:00
Speaker 1
okay C 0 010. okay okay okay that one [silence] No, it says Safari can open the page or fresh? none no no no, no, no, no it just says Safari can open the page
36:00
Speaker 2
Sorry, the number 10, that's zero. No, no, no. Number ten. Sir, start delete everything. Start with number 10. .0. No, no, no. .0.1. So, it's 10.0.0.1. And then enter. Um. Do you have an option to click? Um, what's your option, sir? No, no, no. Uh, what's your option on the page? Safari can't open. Do you have like advance, go to settings?
36:00
Speaker 1
page uh navigation failure because the request was for HTTP URL, recipient only enabled, I don't know, it says a lot of numbers, domain 305, iPhone Okay. And then behind okay. I see it. And then you ask me for the Wi-Fi so I got it. I got to put the Wi-Fi that is on the on the bottom of that thing, right
37:00
Speaker 2
okay what's your phone sir are you using an iPhone or an Android iPhone okay. can we can we uh let's go to your phone so let's let's set aside first the computer. let's go to your phone sir. go to wifi. and then you will no longer you will no longer be able to see the previous or the old wifi name that you have associated with the mb 7000. look sir for veldb setup 340 connect
37:00
Speaker 1
OK, let me look for it.
38:00
Speaker 2
correct the password's incorrect. Yes sir I'm still here what do you have okay. What's your modem sir can can you provide me what's your modem.
38:00
Speaker 1
Oh my modem from Xfinity? Uh yeah, I guess is is is it a CM Mac? One Mac? MPA Mac? I don't know what else. Uh, oh, looks like. Okay.
39:00
Speaker 2
yes. they can, do you have the model number? Do you have anything sir that says xb8, xb7 for the model number?
39:00
Speaker 1
If I mean, no, no, no, he was saying anything FCC no input FCF He doesn't say like a Yeah, he doesn't say anything. But it was working fine. But right now it changed. And now it is just yeah, but like uh, no, it's no internet connection again. Yeah. [silence]
40:00
Speaker 2
[silence] Okay, but the yeah, but supposedly so, if it's solid voice it should at least have an internet connection, but when you connect to BELL-SETUP-340, it says connected but no internet right? What do you have? Still no internet? Can you try Sir? Can you open a browser and then just try to search anything on a browser? Let me know if you're able to pull it up,
40:00
Speaker 1
Yeah. No isn't sure ending. you trying but no. Thank you.
41:00
Speaker 2
on your phone where you connected its evolved set up. Okay. I'll put you on hold there for like two to three minutes. I'll just need to verify something for the MBE 7,000. I need to check if we do have any similar cases about this one, okay? I'll be back with you real quick. Thank you, sir. Hello sir. Thank you so much for patiently waiting on the air. So, um, yeah, we'll try this troubleshooting, sir, for the MBE7000. Um, can you disconnect the, um, can you disconnect the internet cable at the back of the MBE7000? Let me know, sir, if you disconnected eat.
41:00
Speaker 1
the power you say or the the internet cable you said, right? the one that was from the from the from the from the main power. Okay. Okay. I just disconnected and now it's red.
45:00
Speaker 2
the internet cables just the internet cables are at the back of the of the MBE 7000. Correct from the main router. Okay, so I need you sir to unplug or turn off the MBE 7000 for 15 seconds and then plug it back in or turn it on. So we will power cycle the MBE 7000.
45:00
Speaker 1
Okay. I put it back. Um now it's blue. [silence]
46:00
Speaker 2
Yes. 15 seconds there. But, I think it's already 15 seconds. You can just you can turn it on again. You can plug it back in. Okay. So, it will turn back to solid red, so we'll just give it like two minutes. Before we try on the computer again.
46:00
Speaker 1
[silence] why, it's still blinking blue. OK, now it's red. Yeah. OK. Um, uh, uh. OK.
47:00
Speaker 2
let me know say if it's back to solid red okay okay so that means it's still trying to uh reboot so we still have 1 minute for that one alright solid red okay let's try again sir on um let's try again on your computer because earlier we get the link now maybe you can try again sir um you can open a new tab on the browser that you're using and then try again the my router.info
47:00
Speaker 1
You're saying I can download I'm connected up it doesn't matter if I'm connected to the main browser right or to Wi-Fi. Or does it? Does it? So, like Xfinity, I'm connected to the Wi-Fi on Xfinity right now. Okay, let me let me play to download.
49:00
Speaker 2
How's it now, sir? Still the same? Do you have Chrome on your computer? [silence] Main... Okay, connect me to the Xfinity and then if you can download Chrome. Let's use Chrome. [silence] Ok. [silence]
49:00
Speaker 1
[silence] No, now it just now Internet. Let me just go. Now it, not even the Xfinity works now. Let me see if because,
50:00
Speaker 2
So when you're connected to the XP-Senna, it says no internet? Um. Maybe you can... The computer says, sorry, your connection is missing. Um. So you can still connect to the Nick AR and it won't act like it has internet. Yeah, that's the problem. That's what happened to me. Yeah. Try to... avoid that area when you have that connection, if you know. Right. It's definitely going to dodo it more often than not.
50:00
Speaker 1
No, I just disconnected it because it doesn't want to connect to anything right now, so let's see if I can get Wi-Fi like this. Okay, now that I disconnect the cable from the thing, I now I I get Wi-Fi. Uh Okay
51:00
Speaker 2
this connected to the m be 7,000 Wired or it's still connected wired.
51:00
Speaker 1
Yeah. You said crumb, right?
52:00
Speaker 2
Chrome's your Chrome Google Chrome.
52:00
Speaker 1
I've got a voice here that looks like just like Chrome. BUHH BUH BUHH BUHH Yes, it's up in it, right now. Okay, so in here you want me to tape um. Which one? The.. Uh huh.
53:00
Speaker 2
Were you able to install or download Chrome, sir? [ silence] Yeah. Open Chrome, sir, and then try www.myrouter.info.
55:00
Speaker 1
I got the same the same message that I had on Safari okay so onenine two
56:00
Speaker 2
How about uh, can you try uh uh uh 192.168. okay 9 2.
56:00
Speaker 1
168. Okay. [silence] Just [silence] spinning, but it doesn't open anything. [silence] So it's one, nine, one, nine two, that's one, six.
57:00
Speaker 2
that one six eight that that one now is it spinning sir or loading or what do you have on that page okay
57:00
Speaker 1
that one that long right? No, just it's connecting it's connected to the limbs is it's connected to Xfinity right now the Wi-Fi? no it's connected to the value
58:00
Speaker 2
correct. yes. okay. Are you connected to your Wi-Fi? to the your computer connected Wi-Fi to develop setup? 340 [silence] Xfinity. let's disconnect that one sir to Xfinity. let's change the Wi-Fi to develop setup 340 on the computer. [silence] okay. Try again sir the 192.168 [silence]
58:00
Speaker 1
now it says your connection is not private attackers may be okay so advance yeah okay now it's trying to get in well right now it says checking for internet and it's kind of thinking okay now it went in it says no internet connection restart your modem enter ICS ISP settings or try again [silence]
59:00
Speaker 2
okay. Okay, that's normal, sir. Um, do you have an option to click advanced? Select your advance and then proceed to 192.168. Okay. And then let me know what your option now. Okay. Okay. And, can you connect, sir, the, okay, and then how do you see the
59:00
Speaker 1
Okay, let me see. Um, I got the same, the same message that I have on on the Safari. You're trying to miss analysis. All right, thank you. Why you laughing Micah? [silence]
60:00
Speaker 2
I relax yet. How about, um, my router dot info? Can we try myrouter.info? Which is the linksys now? Hmm- I think there's something that's really going on, sir, with the MB7000. I'll put you back on hold, sir. I'll discuss this one with my team and then I'll be back with you real quick, okay? Thank you, sir. [silence] Hello sir. Hi. Thank you so much for patiently waiting on the line. So, I have actually discussed this one already sir with my team here regarding the issue that we're actually facing on the MBE 7000. So, since we're getting this error still even if we use a different browser and then after we reset it when it turns solid white, but it has no internet connection. Supposedly, that should not be the case for the MBE 7000. Um, I think there is some
60:00
Speaker 1
Yeah, because now even worse, because before it was not working on the network, but now it's not even nothing. Well, uh huh. Yeah, I need to fix this as soon as possible. okay, thank you. [silence] Yeah, that's my cell phone. Fine. Thank you.
65:00
Speaker 2
4860853. A, all right, and thank you so much, sir, for taking the time and the patience and doing the isolation with me. So, um, yeah, we'll continue with our level two. So you still have a great day for now, okay? So let's talk soon. Thank you, sir. Bye, Bye. Bye.
67:00