V2 Rubric Detail — 252af182-70ec-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 23:18
Duration
45m 44s
Contact
Kris Cicairos
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134875
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7450_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution3.44/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall67.4% (+33.4)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer to reconfigure the router's Wi-Fi name via the web interface, confirming full functionality. While the troubleshooting omitted key diagnostics and included inaccurate URLs, the core technical fix was appropriate and effective. The interaction was marred by payment processing issues and limited empathy, but the agent maintained ownership and saw the case through to resolution.

V1 Case Analysis

Customer had no internet on EA7450 router; after changing Wi-Fi settings via local UI (192.168.1.1), internet was restored.

Troubleshooting Steps
  • Verified router LED status (white)
  • Accessed router local web interface via 192.168.1.1
  • Changed Wi-Fi SSID and password
  • Confirmed device connectivity and internet access on phone and laptop
Key Observations
  • Agent provided incorrect support URLs (support.linkss.com, support.links.com).
  • Warranty status was claimed out of warranty without verification.
  • Paid-support offer was made before any substantive troubleshooting.
  • Extensive payment handling consumed a large portion of the call.
  • Agent failed to test modem connection or check WAN status before pushing paid support.
  • Agent incorrectly described local access login as 'email address and password' instead of 'admin'.
Positive Highlights
  • Collected model number and serial number.
  • Eventually guided the customer to the correct local UI (192.168.1.1) and changed Wi-Fi settings.
  • Confirmed internet connectivity after the change.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Incorrect support website URLs (support.linkss.com, support.links.com). KB states support.linksys.com.
  • Unverified claim that the router was out of warranty. No evidence of warranty lookup in transcript.
  • Premature push for paid technical support before troubleshooting. KB emphasizes basic triage first.
  • Improper handling of payment information and multiple card decline attempts. PCI compliance risk.
  • Failure to follow standard troubleshooting order (no WAN test, no modem check). Contradicts KB: universal_isp_modem_diagnostics.md.
  • Incorrectly stated that local router access requires an email address and password (transcript [36:00]). KB states default login is 'admin'.
  • Did not verify if the router had a valid WAN IP or connection status before changing Wi-Fi settings.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'it's working now' and thanks the agent multiple times, indicating full resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped WAN/modem diagnostics but did identify the Wi-Fi name reset as the core issue and guided the customer through accessing the router UI and reconfiguring settings, which resolved the problem.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device was out of warranty and offered paid support, but did not provide full best-effort troubleshooting (e.g., LED check, reboot, WAN test) before introducing payment.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (Wi-Fi not connecting under custom name) and correctly deduced the router had reset to default settings, guiding the customer to restore configuration, though no root cause (why it reset) was determined.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the router’s web interface (http://192.168.1.1) as a diagnostic and configuration tool, guiding the customer to access it via IP address and change Wi-Fi settings — a valid and necessary action for this scenario.
T3 Partially Met No misinformation conf 85%
Agent provided correct technical guidance on accessing the router and changing Wi-Fi settings, but gave incorrect URLs ('support.linkss.com', 'support.links.com') instead of 'support.linksys.com'.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control of the interaction despite technical and payment processing issues, but frequent unexplained holds and lack of clear framing (e.g., no initial agenda) disrupted flow.
C2 Partially Met Confirmed understanding conf 75%
Agent adapted some terminology (e.g., 'check mark on Lynx 01101') and confirmed understanding at key points, though some technical language ('IPv4', 'router IP') was used without full explanation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed with the case from start to finish, resolved the issue without transferring, and followed through on commitments despite payment processing difficulties.
O2 Met Proactive follow-through conf 85%
Agent clearly communicated next steps: change Wi-Fi name/password via router UI, and confirmed completion when customer reported success; no further follow-up was needed.
O3 Met Closure confirmation conf 80%
Agent collected model, serial, and contact information upfront and referenced it throughout; no prior history existed, so continuity was maintained within this interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolvable at L1 with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed appreciation and said 'thank you for calling' and 'have a great evening', but much of the interaction was transactional and focused on payment, with minimal acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted pace slightly and confirmed steps ('okay?', 'mm-hmm'), but used a repetitive, scripted tone during payment issues and did not fully adapt to customer confusion during UI navigation.
X3 Partially Met Overall experience conf 80%
Customer had to repeat payment information due to transaction failures, but agent did assist with complex UI navigation and avoided re-asking technical details already provided.
Call Transcript80 turns · 86 lines
Speaker 1
Hi, um, my internet's not working and I already [silence] contacted my internet company and they said there's nothing wrong with their modem or their service. So it's gotta be my router. Yeah. No, no, it just, it just stopped working Takahus or they've, they've now easy somebody. They just merged I think with somebody. Who me, or the name of the company? Takahus T-A-K-A-H-U-S Okay, the model number is an R
00:00
Speaker 2
OK. It just suddenly stopped working ma'am or was there any outage before, uh? OK. who's your internet service provider? OK, what's the name again? The name of the company ma'am. All right. And, um, how about the model number and serial number of your linksis device? You can check that on the device.
01:00
Speaker 1
Yeah, I think it's an R-74... let's see... little piece of paper. Just a one. Okay. It is... Model number EA7450. Yes. 32Y20... "M" like Mary. Oh, it's 2A, B
02:00
Speaker 2
How many links is this device, do you have? Okay. Okay. This was edward apple 7450, correct? And how about the serial number?
02:00
Speaker 1
0 girl, here you 1 [silence] 01 [silence] 1 [silence] 0 [silence] 1 [silence] 0 [silence] 0. [silence] Uh uh [silence] it's a 310872047 C with a K CRIS last name. Ci Cairros CI. [silence] Yeah. [silence] Yes. Correct.
03:00
Speaker 2
OK. Serial number again, that's 3-2. Y for yellow, 2-0. M for Mary. 2-A for Apple. B for Brian. 0-1-1-0-1, correct? OK. OK. And how about your phone number, Mum, to create a record? How about your first name and last name? Okay, again, it's C1. I'm sorry, CIC. CIC and then A for Aple I-R-O-S, correct? And how about your email address?
03:00
Speaker 1
it's a jet city girl seven at aol so that's j e t c-i-t-y g-i-r-l and the number seven at at aol.com uh-huh uh-huh yes yes yes what was that uh it's a talk is with a t T like Tom t-a-c u s yes
04:00
Speaker 2
All right, so that's someone's cap'n online, um... compliance. Hmm. Okay, and your real email address is the last here? okay, that's ah, jet city girl, and then number seven at AOL.com. Okay, so again, your main concern is you don't have an internet connection using your EA 7450 and your um internet provider, the name of it is, right? uhh, Pacos T A C H U S, your internet provider. Yeah, yeah, T A C H U S.
04:00
Speaker 1
It's it's white. Yeah, the color on the The light says. On the what? The light says is white. And on my modem, it's it's all green. Uh Both, I've tried on my phone and the laptop. And
05:00
Speaker 2
Thank you. And, um, what is the color of the light right now, ma'am, on your, um, mode of router? It's white. And, is it, um, on the top of the router. On the Venkates right on the links. Okay. So, um, which device did you, um, use to track the internet map? Is it on your phone or is it on your laptop? And, um, on your phone, does it show, um, connected but it won't, um, says like, connected but no internet. Okay, so are you in a connected but not connected, sir?
05:00
Speaker 1
Okay, [silence] Uh, it says not connected. [silence] My, the, right, no. Uh-huh. No, it doesn't show the one that I named. It doesn't show it. Uh, it's showing, let me look. [silence] Uh, [silence] Okay. It's showing, I'm on iPhone, yeah. So it's showing, uh, what I think is, is the original before I changed the name. Uh, [silence] It's showing Linxis uh 01101. [silence]
06:00
Speaker 2
When you try to view the Wi-Fi network on your phone, um let it show your network name. uh-huh. So what you can see there, ma'am? Do you have any computer out of the way? most of the time, yes. This is an iPhone, right? Okay. Yeah. So what you can see there.
06:00
Speaker 1
Let me try. Yeah, I didn't try it. Let me try it right now. Okay. Yeah. Uh-huh. Yeah. Uh-huh. And it'll also the duplicate with the 5G. Let's see.
07:00
Speaker 2
Connect to that name now. Uh-huh. Uh-huh. So the name that you only can find there is Linksys 0 1 1 0 1. Uh-huh. That is true. Well, use the password at the bottom. Yes?
07:00
Speaker 1
Oh, Oh, that looks like it worked. Okay. Yeah, it shows it is. Yeah, it's showing it is. Uh-huh. Uh-huh. Okay. Uh-huh. I see. Yeah, uh-huh. Yep, yep.
09:00
Speaker 2
Okay. Can you check if it is online? Well, okay. So here's the thing, ma'am. The router that you have there, the EA7450, it is receiving an internet connection from your modem or from your internet provider. It's just that the Wi-Fi, settings was set back to default. That that's why you cannot find the name that you have set up, okay? When we tried to use the default settings, it shows connected and online, okay? So, you can, like, actually sayingTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
09:00
Speaker 1
Okay. Mhm. All right. Mhm. Mhm. Mhm. Mhm. Okay. Okay. Mhm. Mhm. Okay. Okay. Mhm. Mhm. Okay. Mhm.
10:00
Speaker 2
change it back to a name that you like. Okay? Okay, so before we start for any troubleshooting ma'am, to change it back to your old name, like the um personalized name. Let me just inform you about the um status of your router. It shows here in our system that your router is already out of warranty. Okay? And um complimentary phone support is no longer available. Okay? But we do have different options for out of warranty links device. The first option is, you can take full advantage of our AI tool. That can be found on our website support.linkss.com. Okay? And the second option that we have. Okay? This is our one time non-refundable technical support. That will last the troubleshooting.
10:00
Speaker 1
OK. Uh huh. OK... Maybe I'll probably do the 15 or he said yes. OK. Sure. OK. Uh huh. Uh huh. OK. OK. Uh huh. Okay. Sure. Okay. Okay. [silence] Okay.
11:00
Speaker 2
again ma'am this is just a one time non refundable technical support that lasts up to 60 minutes of troubling sheeting there will be no replacement if found lost device is defective. Okay? So I'm going to uh... pause now. The recording. Okay um so that we can proceed processing that transaction.
12:00
Speaker 1
Okay. Sure. Mm-hmm. Okay. Sure. Okay. Oh, God. Okay. Oh, God.
13:00
Speaker 2
Okay, ma'am, um, I'm having problem right now in passing or stopping the recording. Can you just please unhold for just a um three minutes. Let me just check my system, okay? Thank you.
13:00
Speaker 1
Yeah. Uh huh. Uh huh. Too much pushing Yeah, there's too much pressure Yeah Uh huh no problem okay okay okay yeah okay okay okay Okay. Sure. Mm hmm. uh huh that's a room From my house, yes.
14:00
Speaker 2
Hello, ma'am. Thank you so much for patiently waiting. I'm so sorry for that. Hope. Let me try it again, maam, to start the recording. Okay. All right, this time it's now, um, stopped. So we're going to, um, proceed now, ma'am, to, uh, processing the transaction. It's now, um, pause. So, let me hear calling from you. As ma'am, right? Ah.
14:00
Speaker 1
I'm uh, I'm us. is my name. Chris Sikaros? okay, you ready? is uh [REDACTED_CARD_NUMBER]
15:00
Speaker 2
Okay, you from the AI, okay. You from Canada or us? Okay, all right. So let me just update my system. Okay. And the card holder name, uh, the number. Yes. I have it below [REDACTED_PAYMENT_DIGITS] And then the date card number. Yes. Now at the bottom under my right with an M. Choose your payment method. Credit card digital wallet or stationary store.
15:00
Speaker 1
[REDACTED_PAYMENT_DIGITS] is [REDACTED_PAYMENT_DIGITS] silver yeah oh just a zip code okay uh huh you ready for this herp ooh yeah so it's [REDACTED_PAYMENT_DIGITS][silence]
16:00
Speaker 2
All right, and how about the expiry date? All right, and how about the security code? Mm-hmm. All right, and how about the um billing zip code? Okay. So, let me now proceed, ma'am. All right, just the zip code. I need, ma'am. So, let me just now uh, yes, ma'am. Okay. So, let me now proceed processing the $[REDACTED_PAYMENT_DIGITS], okay? And um, yes, maam. What's the zip code? Is it the one, the [REDACTED_PAYMENT_DIGITS]? Okay.
16:00
Speaker 1
Uh uh. All right. Are we sure we. Have the right number. Yeah. 5 5. Uh um 24-330336204844 uh huh okay. All right.
17:00
Speaker 2
OK, ma'am, um, there is like an error that the card issuer is not like PayPal is decline, did decline the transaction OK. Can you repeat the number, ma'am? Mm-hmm. Mm-hmm. All right. So, what about this one? Do you want to be the one who's doing that? Mm-hmm. OK. Yes, Ma'am, it has the same, um, uh, what do you call this one, the, uh, the correct number. Or, let me just cancel this one, ma'am. OK? So, let's try it again. Mm-hmm. OK.
17:00
Speaker 1
yes mm-hmm five five two four three three zero three three six two zero four eight four four zero one two nine
18:00
Speaker 2
Okay. Um, alright. Hmm. Uh-huh. and can you repeat the card number again, ma'am? Uh-hmm. this thing. Sorry. right and expiration date again Alright. And the security code. The zip code again, ma'am. Okay, let me try it again. Oh yeah, it's really had an error message ma'am, okay? Um, the um might be it's declined with your like card uh the bank. They're not allowing it to uh-huh. Yes ma'am. We process through PayPal. Uh-huh. Okay. Awesome. You have a great cable. Can we use the blue cable instead in the pad? [silence]
18:00
Speaker 1
OK, it's OK. Mhm. Same card. Card holder. Name. Mhm. [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Is [REDACTED_PAYMENT_DIGITS]
20:00
Speaker 2
yeah, yeah, yeah, let me just, um, let me just remove all the previous, um, okay, information. okay, same cardholder name. Okay, and how about the card number again? Okay, and how about the expiry date? okay, and security code.
20:00
Speaker 1
I'm having trouble understanding the audio. There's some background noise, and I don't hear any clear speech. Let me know if there's anything else I can help with.
21:00
Speaker 2
Okay, and zip code again. If you want a fee up to 1,[REDACTED_PAYMENT_DIGITS] dollars. Okay. Okay. It still has the same error message. Ma'am, like your card issuer, it's not allowing to process the transaction.
21:00
Speaker 1
My cards are good. I don't have any problems with my cards. [silence] Yeah, two different banks. No. Yeah, they're different. [silence] Is there a way you can bill me? Oh. [silence] [silence]
22:00
Speaker 2
Yeah, it might be only this one, um that they they have restrictions on your card. Probably for this kind to um that is only for also for security purposes. Um that's why they are um not um allowing it, but we already tried two cards, right? Is it the same bank? Um, it's a different bank. Um, no, ma'am, this is the only way Can we click on the, uh, the three dots? Up top. Let me just check this map. Hold, uh, hold on. Can you hear me? Yeah. What do you want here? Uh, I am just, uh, really, uh, gonna make a quick review, but if you have, uh, specific things that you want me to take a look at or highlight let me know. Okay. Mmm.
22:00
Speaker 1
Yeah, I think both of them are MasterCard uh-huh. Yeah. Is there a prefer, do you need visa or something? I have plenty [silence] cards [silence] but um [silence] okay all right let me go get one. [silence] let me get one. [silence] okay let's see here. Yup, okay. I'm ready when you are. [silence]
24:00
Speaker 2
Ma'am, right now you're using a MasterCard, right? MasterCard is okay, but you have another card as well. Do you try Visa card? No? Or... Oh my God. Okay. Let me just cancel this, and then let me just refresh my system, okay? Okay.
24:00
Speaker 1
mhm it like I oh it doesn't like brace yourself I'm small small yes [REDACTED_CARD_NUMBER] 0528
25:00
Speaker 2
reached the google slash router. hại the same cardholder name ma may have the cart number mm-hmm mm-hmm want stream okay expiry date and high about the security code the security code
25:00
Speaker 1
109 773. yeah, 77-365 oh, good. hoo-hoo-hoo. okay. Thank you. Thank you very much. Thank you. Okay. Call 911.
26:00
Speaker 2
All right. And postal code again, ma'am. Hud. Uh. Zip code. Uh. hum. mm-Hmm. Okay. Do you have a theory currently available to you? All right, ma'am, it goes through. So we successfully processed the transaction. So I'll be sending you the copy of the um the receipt, Helen. You're welcome. So let me just send it to you. How much speed do you subscribe to for internet? Okay. Uh speed might I have speed of um internet? [REDACTED_PAYMENT_DIGITS] megabit per second. Uh, [REDACTED_PAYMENT_DIGITS] Mbps?
26:00
Speaker 1
Yes. Thank you. Okay. Okay. Okay. Okay. Mm, mm. Okay. Mm-hmm. Okay. Okay. Yeah. Yeah. Yeah. Yeah. Yeah, better. Okay, yup, I have my computer. I'm getting it right now. Okay. Laptop. It's.
27:00
Speaker 2
All right. Okay. We need to has been set ma'am. So I'm going to um um resume the recording so that we can proceed with the troubleshooting. Okay. All right. The recording has been resumed. So we can proceed now with the troubleshooting. Okay. So ma'am um do you have a computer that we can use to um change the Wi-Fi settings. Okay. We can use it. We can use actually phones, but uh for easy access, easy navigation, much bigger screen. So we'll use a computer. Uh-huh. Uh-huh. This computer is it Mac or Windows?
27:00
Speaker 1
Oh, this one has my old. Okay. And any of your preferred networks are available? Choose the list below. Okay. I see. I see the Linksys uh 0 uh 1 1 0 1.
28:00
Speaker 2
Okay, no problem. [silence] Okay. Under it, this part has an address, this does. Okay. okay. Okay, can you [silence]?
28:00
Speaker 1
Okay. Join. I can't get my password ready. Oh, didn't even ask me for the password. Okay. Let's see if my Safari works. Come on, come on. It's loading. No, there's no error message. it's just taking a few minutes to reload for some reason. Try it one more time real quick. It cannot connect to the server. Okay, failed to open the page. Let me hit the reboot. [silence]
29:00
Speaker 2
try to connect with that network, ma'am. For the meantime, Hold on a second. Check them on maximum control. On the right, check a yes. Okay. Enable that. But it shows connected, like or it has an error message. Okay.
29:00
Speaker 1
okay let me try something else. okay let me just close that okay. okay okay it's not a check mark, but it shows, you know, blue and the full full you know internet waves. uh well it doesn't say, I, I just hit it and went off.
30:00
Speaker 2
All right now, please click on the line. By the way, for the connection pipe, you set up a router initially for that. Yeah. Can we make sure ma'am that this computer is connected to the, um, again, go back to the Wi-Fi, I, icon, and that it shows check mark on lynx 01101. Oh, oh, I see. Do you have a user name and password to your computers? Always, Yes, we need to, sorry. Um, that it shows connected?
30:00
Speaker 1
now it's rolling. wait, let me, I'm gonna, I'm gonna, yeah, I'm gonna turn it off and turn it back on again, okay. so, I turn it on, it, up at the top tabs, it looks like it's fine. it looks like it's on and connected. so, it, that's what it shows. it doesn't say the word connected, but when I go to click on Safari, it's saying Safari cannot connect to the server. okay. got it.
31:00
Speaker 2
How about this one? Let's try to remove. Okay. It's connected. Okay. Or how about this one? Um, can we go to um, the apple menu and then system settings? All right, and then um, select um, Wi-Fi, or network?[silence]
31:00
Speaker 1
OK. Wi-Fi. It says connected. OK. Advanced. OK, got it. Yeah. It says it's a Wi-Fi MAC address. And... Let's see. There it is. See, it says IP address anywhere. But I see my old Uh... my old one that I renamed is in there. OK.
32:00
Speaker 2
I'll need to scroll down to advance, [silence] or is that okay, [silence] or do they have their details? [silence] Do they have information like IP address, [silence] router IP? [silence] What's the IP address? [silence] How about IP address? [silence] Under network connection, [silence] IPv4. [silence] Okay. [silence] Oh, how about go back [silence] Wi-Fi Menn [silence] on the same page [silence] or like go to [silence] and then check [silence] if there's option, [silence]
32:00
Speaker 1
Okay, let's see details. go pants. Okay, I remember where I've seen details, Summer. No, it's not a pants. Okay, let me go back. Oh, yeah. Got it. Okay, so details. Okay, got it. This is it's Oh IP is 192.168.1.127. It's, yes, it's it says router and it's 192.168.1.1. Okay.
33:00
Speaker 2
or how about we click on details it shows connected. Mm-hmm um you click first on Wi-Fi okay. What's the I, mm-hmm what's the IP address? Mm-hmm. Okay, how about router IP or um default gateway. Mm-hmm. Mm-hmm. Okay. So, Ma'am just close this page and then let's go back to Safari. [silence] Oh, okay. Um, So you have, if you see these taxes on there, yeah. Okay, On the address bar right now. Okay, type this numbers 192 192. 168 168 1 1. Yes. Yes. Okay, what options do you have right now?
33:00
Speaker 1
and the other one is, I want to contribute to further improvements by reporting routing errors and diagnostics. Mm-hmm. uh, no. The only thing at the bottom is a next button. On the left is a manual configuration. Okay. Uh, accept the terms before continuing. Okay. Mm-hmm. Uh manual configuration.
35:00
Speaker 2
Okay. Um there's an option for local access. Okay how about click on manual configuration? Yes. Mm-hmm. Yeah did you set it to keep alive? Okay. Just make sure that you can correct the username and password prompts. Okay. Maybe it should say loading are it should asking for a username and password.
35:00
Speaker 1
[silence] now it's still loading. [silence] Okay, now it's doing something. [silence] Okay, here we go. So now it's a LynX's smart WIFI sign in. It's asking for email address and password. For local access? Yeah, this is clicker. Okay. Okay, and it says access router. Okay. Okay. A-D-M-I-N. Okay, sign in. Okay. Okay. [silence] All right, now it's asking for say password username. So I want to bypass that. [silence]
36:00
Speaker 2
okay Okay. Okay. Okay. along try to locate at the bottom, do you have their local access? Yes. Yes. Select for local access. Okay. How about tap then I and all in lowercase a D-M-I-n. Yes, please. Yes.
36:00
Speaker 1
[silence] for Apple. Uh it went it went to a page but it's my computer's also asking me to save that password. So yeah, it it won't let me cancel it, but it's just uh, you know how the box is there and it won't let you do anything around it. So I let me just put my my email address there and I'm okay, now I can go not now. Okay, so not now. It's gone. Okay. On I mean. Yes. My screen. On what one? Oh. Trouble shooting on the left side. Okay.
37:00
Speaker 2
okay, um, it did not ask I did not accept it did not accept admin just cancel that one Mam, do not save it. Okay. Okay. Okay, okay, okay. Now, okay. And then you're not on the links a Linksys Smart Wi-Fi page? Okay. On the links, the Linksys Smart Wi-Fi page, Mam, uh, can I click on troubleshooting? Troubleshooting on the left side? Mhm.
37:00
Speaker 1
Yes, okay, got it. Got it. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Okay, got it. Yes, uh-huh. It's 143.109.126.44. Okay.
38:00
Speaker 2
and then right below troubleshooting kind of click on report right below SAPUS and then devices and reports and then after that and the report you have there kindly scrolled down a bit look for internet connection IPV4 you have to internet internet address do you have number under internet address what's the number okay so it's a valid IP address so that means it's communicating to your modem so let's go uh click okay ma'am [silence]
38:00
Speaker 1
Okay. yep. [silence] okay. [silence] Okay. it's easily sitting who there we go. Okay. Okay. [silence] okay. it shows a Linx 01 11. Uh-huh. Yes. Oh, okay. Okay. [silence] sorry you want me to do that now? Okay. Okay. I'm going to set the phone down while I'm doing it, okay? and I'll pick it right back up. Should I save it do for both the 5G and the the 2.4? [silence]
39:00
Speaker 2
to close the small window and before we proceed, can I click on wifi settings? Under wifi settings, it shows there your Wi-Fi name and the 2.4 and 5 gigahertz, right? Okay. All right. So this is where you can change it the name and the password. Yes, you can change it now, ma'am. Okay. All right, no problem.
39:00
Speaker 1
because I, I have both on the screen. Yeah. They were the, they, I made them the same. Okay. All right. Hold on. Okay. Okay. Okay. Okay. Okay.
40:00
Speaker 2
is it the same name before that you have or did you separated it before? oh yeah, you can put it the same same thing that you have set up before
40:00
Speaker 1
Okay, I've got them changed and should I click on OK or apply? okay okay updating yes yes yes yes yes yes yes okay so I can click yes all right yes applying changes your router is applying changes okay
41:00
Speaker 2
apply apply first mm-hmm all right um once you save the settings ma'am once you confirm that you want to change it settings your desktop will be i'm sorry laptop rather will be disconnected from the network so try to view if you can find it there now the new new
41:00
Speaker 1
okay okay all right let me let me close this out okay and close it and pull up Wi-Fi and yes I do see my my name that I changed it to in my Wi-Fi network log yes okay let me click on safari and it looks like it's working oh yeah it's working now hallelujah okay okay let me just yeah my phone really quick hold on yeah yeah look it's co
42:00
Speaker 2
Mhm. Check your other devices, **ma'am**, just to make sure. Okay.
42:00
Speaker 1
Connected to the Wi-Fi on my phone. Mhm. Mhm. Uh, yeah, I have an iPad. Let me get in there. I'll make sure that it's gonna connect.Mhm.
43:00
Speaker 2
mhm. Aside from this, laptop and phones. They have other devices that you need to uh like mhm. Mhm. Mhm. Okay.
43:00
Speaker 1
[silence] Do something on here. Yeah. Oh yeah. Let's see. Let me get a YouTube. Let's see. I don't do much on this thing except play games. Let me just pull up my App Store. And yeah. Yeah, it's working. It's working. Mhm. Yes. Mhm. Mhm.
44:00
Speaker 2
[silence]
44:00
Speaker 1
yes okay wonderful no thank you you've done more than enough everything I needed okay okay okay thank you thank you so much okay bye bye I'm so happy
45:00
Speaker 2
interfere with the router, then on that page we'll be able to change the Wi-Fi settings back to your old settings. Okay? So, is there anything else, ma'am? Okay, ma'am. You may also check our website ma'am. support.links.com for updates. Okay? So, thank you for calling lyns.com, ma'am. This is Carla. Have a great evening to you. You're welcome. Goodbye, ma'am. [silence]
45:00