V2 Rubric Detail — 2986df96-7a49-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 21:16
Duration
49m 23s
Contact
Renne Zurn
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136267
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_no internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall32.5% (-3.5)

V2 Grader Summary

The agent failed to follow the mandatory diagnostic process by skipping the direct modem test required to isolate the issue, leading to no resolution. While the agent demonstrated ownership and effort, the lack of root cause analysis, incorrect LED color guidance, and failure to escalate after repeated failures resulted in an unresolved case with high customer effort.

V1 Case Analysis

No internet on MX2000 after ISP modem swap; agent reset nodes, swapped parent/child, ran 5-press, but internet remained down. Recommend ISP line test and possible escalation.

Troubleshooting Steps
  • Reset parent node (30‑second hold).
  • Swapped child node to act as parent and reset it.
  • Performed 5‑press diagnostic reset on the new parent node.
  • Attempted local router login via myrouter.local and guided password creation.
  • Checked LED status and port speed indications.
Key Observations
  • Agent never performed the primary ISP/modem direct test recommended in the universal ISP diagnostics guide.
  • Call flow was highly inefficient with repeated resets, node swaps, and unclear LED color interpretations.
  • Communication lacked clear summaries, confirmations, and a definitive next‑step plan.
Positive Highlights
  • Collected the correct model (MX2000) and serial number from the customer.
  • Used the correct 5‑press diagnostic method for the MX2000 mesh system.
  • Attempted to guide the customer to the local router interface and set a new admin password.
Agent Errors / Gaps
  • Failed to isolate the problem at the modem/WAN level before resetting mesh nodes.
  • Did not verify WAN IP address or router status via the web UI prior to node troubleshooting.
  • Provided ambiguous LED color descriptions (purple/pink) that do not match MX2000 LED behavior.
  • Did not set a concrete next‑step or escalation path, leaving the customer without a clear resolution path.
  • Excessive looping and hold time without confirming outcomes after each major step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The call ends with the router showing solid red LED and no internet connection; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets, LED checks, attempted UI access, and modem power cycle, but skipped direct modem-to-computer test to isolate ISP/modem issue.
R3 Not Met Correct resolution path conf 90%
Agent never determined whether the fault was ISP, modem, or router, nor offered RMA or clear escalation despite repeated failures.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent skipped Step 1 of universal_isp_modem_diagnostics.md: testing connection directly at the modem to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 100%
Agent did not use the critical tool of connecting a computer directly to the modem to verify ISP/modem health before router troubleshooting.
T3 Partially Met No misinformation conf 90%
Reset and 5-press instructions were correct, but agent referred to 'solid pink' instead of 'solid purple' for ready-for-setup state per LED guide.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent used timers and prompts but had long silences, unclear transitions (e.g., sudden node swap), and lost control during browser warning confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used accessible language and repeated steps but introduced terms like '5-press' and 'solid pink' without confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call throughout, performed extensive troubleshooting, and did not transfer the customer.
O2 Partially Met Proactive follow-through conf 80%
Agent set short-term timers but did not establish a clear long-term resolution timeline or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After multiple failed resets and unstable connection, a hardware fault or escalation was warranted but not performed.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked customer for patience but did not explicitly acknowledge frustration from prior ISP visits or repeated resets.
X2 Partially Met Tone & rapport conf 80%
Agent maintained polite tone but did not adjust approach when customer struggled with browser security warning, increasing confusion.
X3 Not Met Overall experience conf 90%
Customer repeated resets, reconnected devices multiple times, and retried browser steps due to unclear guidance — high effort not reduced.
Call Transcript86 turns · 91 lines
Speaker 1
I have no Internet connection at my home and Spectrum has checked out my modem and said it's all connected in green, and so it must be my Link net wireless router. So I'm calling to have you check. Yes. Five, zero. D as in Diego, and D as in Dog.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys. This is L. How can I help you? Okay, let me double check. Okay. Can you provide me the serial number of your Linksys router? [silence] Okay.
00:00
Speaker 1
[silence] That is correct. And then, I have one modem and then I have the the second one that attaches to it. The kit came with two mods. Correct.
01:00
Speaker 2
Yeah. Thank you so much, Bam. Let me repeat that one just to make sure. That is five zero Delta one, zero Mike two, five Charlie, five five eight zero eight. Okay. This one shows the model number MX 2000. How many do you have for the MX? So, you have two nodes, so you have one that's connected to your spectrum and then one that you use for extension.
01:00
Speaker 1
Yes, they said it was all green and said I needed to call you guys to figure out why I cannot find my internet connection. They they came this morning and replaced I have a phone from Spectrum and they claim they came and installed a new modem for the phone. So, things were down temporarily well, that was done. But they said that that is a separate connection than the modem that we were troubleshooting for my internet and that it should not have affected you internet.
02:00
Speaker 2
Okay, let me just double check that one. uh-huh. Okay. uh-huh. and you've mentioned that Spectrum already checked their modem, right? uh-huh. Uh-huh. uh-huh. uh-huh. Uh-huh. Okay. Was there any power outage happened recently or what happened before the no internet connection? Uh-uh. Uh-uh. Uh-uh. Uh-uh. Oh, okay. I see. Oh, okay. I see. uh-huh. So, they replace your modem with a new one.
02:00
Speaker 1
it's telephone modem, not my Internet modem. I have two modems. One for a landline phone that's in my basement, and one that's upstairs for my Internet. They did not replace the Internet one. Yes. R, the number two, Z, U, R, E, N, at Yahoo.com. Also Robert. Yeah, are for Robert.
03:00
Speaker 2
okay oh okay but after that one that is when the router started the issue right like there's no internet after that one okay let me create a case ticket first man before we move forward with your concern for documentation purposes can you provide me an email sorry is that r for Robert before two
03:00
Speaker 1
Sorry. The number two itself, and the last name Z as in zebra, U as in umbrella, R for Robert and for Nancy, Renee, R-E-N-E-E, and the last name is Zurn, Z-U-R-N. Yes. Yes? Okay. [silence]
04:00
Speaker 2
at Yahoo.com. thank you so much. and first name and last name for the account holder. Sorry. Okay. And this is the best CallBack number Ma'am, in case the CallGet disconnected, the one that ends in one three seven four? Okay. Alright. Let me just create a Case Ticket here for a while. Thank you so much.
04:00
Speaker 1
After troubleshooting with the Spectrum, I hit the reset button on the bottom.
05:00
Speaker 2
All right. So for your Linksys parent node, ma'am, that is connected to your Internet modem, can you tell me what color do you see at the top for the light?
05:00
Speaker 1
It went red for a while and then it turned blue. I don't remember. Um, I know it flashed a couple times and then it went red and then it came back on blue. I don't know how long. I can redo it. Sure, let me go grab it. So I need to bring it back and plug it in so it's active, right? Okay.
06:00
Speaker 2
OK. How long did you press the reset button? OK. I see. I think we really need to do that one properly, ma'am. But can you grab since we actually need to connect the other node, which is the child node? Can you grab that one for me and then place it near the parent node for the setup? We have to reset and then reconfigure the system there you have. Oh, good. Yes. All right. I'll be here.
06:00
Speaker 1
Okay. Silence. Okay, I have the child note. Plugged in. Yeah. One, two, three, four. The blinking red. Now it's blinking fast, the red. Oh now it's gone blue.
07:00
Speaker 2
Alright. So, let's just leave that one as it is, ma'am because we will reset that one later. So let's proceed. let's let's go back with the parent node that you have. The parent node is the serial number that you provided me, right? okay. So on the so let's um, so let's reset again the parent node but this time I need you to press and hold the reset button and then check the LED light. Once you start holding the reset button of the parent node, the LED light will blink red three times and then the light will turn off. Wait for it to turn to solid blue before you let go. okay. that's good. And then the light which one
08:00
Speaker 1
Nope, it's solid blue. It went from the fast blinking red to a solid blue. Okay. I have I have a laptop and I have a tablet. I've been using the tablet because it's a little easier to use. Oh, okay. Oh, my my my signal is showing up now. My network. Oh, no, now it's gone. Oh, wait, there it is at the bottom. Oh, it's it's RMZ 2023. So, let me hit on that. It says it's connecting. It's my initials. R for romeo, M for Mike, Z for zebra. All right. Oh.
09:00
Speaker 2
Is it Blinking Blue? Okay, can you let go now? All right. And then what device you have available that we can use map for the reconfiguration or do you only have your phone? Okay, so let's use the tablet. What's the name of the network?
09:00
Speaker 1
It was there. Now it's gone. Let's see, here we go. Add network. Let me turn my laptop. I bought that up to four spectrum. Let's see settings. Okay, um, my tablet had it briefly showing, but now it's not showing on my tablet at all.
10:00
Speaker 2
Uh, do you see a, a, um, do you also see Dabba setup 959? Do you see that one? Mhm. Okay. And then the LED can, um, what's the LED light of the parent node right now? Is it back to solid blue? Mhm. Okay. Can you try to connect to the setup nine five nine? Uh, the password is the one underneath the parent node, the default password.
11:00
Speaker 1
Okay, it says checking quality of the Internet connection. Internet may not be available. The sign just popped up. Do you want to connect to the network without Internet? Sure. Okay, I'll do that. [silence] [silence] it's POPS out
12:00
Speaker 2
Okay. okay i think we have i think there's something wrong mom with the parent node right now is it okay if we switch nodes so um i need you to disconnect the old parent node and then um use the child node as a new parent node connected to your internet modem so let's swap the nodes okay all right then [silence]
12:00
Speaker 1
All right. I'm going to completely unplug the power and everything to the parent node, okay? Is that okay? Okay, I just plugged the internet cable back into the child node and it has a red flashing light on the top.
13:00
Speaker 2
Thank you so much. [silence] Yes, we have to completely disconnect everything on the original parent node. [silence] All right. [silence] So, before we proceed, I just like to make sure: on the new parent node, right now, you connect the cable on the...
13:00
Speaker 1
Yes. See? Oh shoot. Sorry, my finger slipped. I'm going to have to set it again.
14:00
Speaker 2
rsl reset this node ma I need you to press and hold the reset button of this node for 30 seconds. [silence] That's fine. I think.
14:00
Speaker 1
Oh, it's blue now. It was red, but now it's been in the dark and now it's blue. Solid blue. Oh wait, now it's blinking. Will it blink? Now it's blinking. Okay. Yep. It's unplugged and physically turned off.
15:00
Speaker 2
Ready, 30 seconds since I also set the timer. What's the color LED light right now? Is it blinking blue or solid blue? solid. Okay, so let's give it... Okay, so let's just give it some time. And then the old parent node ma'am I may need you to turn that one off for the meantime. Let's focus on one node for now. So just unplug that one to the power. Okay.
15:00
Speaker 1
It's still blinking blue. Okay. Uh, it just turned that that purplish pink color, that pleb. Yep. uh, do you think?
16:00
Speaker 2
Okay ma'am. We'll have to wait for that one to turn to either solid pink or like solid purple. Okay. Okay. And then, can I have remember the serial number for that node? That's okay. Take your time. Or what's the Wi-Fi name for that node? The one that we just promoted as a new parent node.
16:00
Speaker 1
I have a serial number. I don't know what you mean by Wi-Fi name. It should have the same name as the other one, my RMZ 2023. Okay. Sure. Five zero. D as in David. One zero. M as in Mike. Two five. C as in Charlie. Five five. eight three zero. [silence]
17:00
Speaker 2
Oh that RMZ ma'am you will no longer be able to see it for the meantime because we reset it so everything that is configured will be removed or deleted but um yeah can you have the serial number? Thank you so much. Let me just double check that one here. Where links? what?
17:00
Speaker 1
[silence] Yes. Yep, [silence] I got it right there. So I'll [silence] log in and use that password from that uh [silence] from the [silence] router. There we go. [silence] Okay. Uh huh. [silence] Okay. [silence] $1,005. Okay.
18:00
Speaker 2
All right. So this one, ma'am, shows as underscore, Velop, setup 9B1, right? Yes, but that's going to be for the, um, uh, let's do that one, ma'am. Uh, later, I need you to do something first on the parent node since it's pink now. Um, early year, I asked you to press and hold it for 30 seconds. This time, I need you to press the reset button of the new pair node five times. Uh, not too fast, not too slow, just to minimum amount of speed. The interval is one press per one second. So do it five times.
18:00
Speaker 1
It's that pink color. Wait. Now it's flashing. Now it went white. I don't think I do. Um, Yeah, it's blue. It's still white. Still blinking white. Okay. Well now it went black. Oh now it's blue. Wait, now it's white. Back to white again. [silence]
19:00
Speaker 2
What's the color LED light now? Okay, so that means it's trying to connect with your internet service provider. Let's give it at least three minutes. It should be back to solid blue if it's connected, then we will complete the setup using the LinkSys app. Do you have the LinkSys app, right? Okay, we will install that one later. You know where we're leaving. Okay, we're still in the three minutes time frame. Yeah, but this is the bigger.
19:00
Speaker 1
No. Oh, oh now it went black and now it looks like it's a stable blue. It's not blinking anymore. Okay. 1 2 3 4 5 6 7 8 9 10 one two three four five six seven eight nine ten.
20:00
Speaker 2
okay, so the LED light, uh, the LED light is not yet stable, so. Okay, and then I need you to go mom to your, uh, iPad and then go to Wi-Fi connect to velocity up 9B1.
20:00
Speaker 1
Oopsie, did it. Okay, I'm connecting to that one. Checking the quality of your internet connection. Internet may not be available. Sure. Okay. Got my laptop here, so let me know what you want to do. Okay.
21:00
Speaker 2
Ok internet may not be available still um can we use your laptop ma'am we'll try to set it up manually. Um yeah let's go to the Wi-Fi settings of your laptop and then connect still to _
21:00
Speaker 1
Okay. red, and my laptop is verifying and connecting, it says. No internet secured. Yep, it's red again. Yes. Yes. Okay. Uh-huh. I love to go out.
22:00
Speaker 2
Okay. Okay. Okay. Right, let me set a timer, ma'am, for the parent node. But I need you to go to, I need you to open a browser. Do you have Chrome? Okay. Yeah, open Chrome. And then on the address bar, where you usually type the website, I need you to type there, ma'am, my-router.local on the address bar.
23:00
Speaker 1
local. OK. All right. I got Why am I getting a warning that I took when I need to try to access my router instead in the browser. So that's what's coming up. Uh, let's see. Many your connection is not. Yes, I have advanced, and I have reloaded. Come on. And then it's down to the bottom where I can click it. The advanced doesn't seem to be activated. I can get a reload, but the advanced is not blue, and when I try to click on it, nothing happens. At the bottom, let's see Microsoft. Click advanced, proceed. Let me hit that one. Come on.
24:00
Speaker 2
okay what's your option? do you have advanced? okay let's select advanced okay select advanced
24:00
Speaker 1
Hold on, nothing is clicking. Oh wait, there we go, let's try that link. Turn on enhanced protection. That one's not working. Correct, it's not doing anything. And then down below is how can I, when you continue your browser will show you this warning message. Follow this. Okay, so let me try to continue. So continue, they say advanced. The server will not proceed to my router local unsafe. Okay. So it says not secure. There we go. Download the Linksys app for Setup. Yes.
25:00
Speaker 2
so uh you are unable to to click the the advanced button right okay okay all right so so there's a uh so you see a phone icon remember okay i need you to double tap or double [silence]
25:00
Speaker 1
phone icon. Hey. [silence] I clicked the phone. Internet connection is down. Okay. Access router. Hey. [silence] Okay. [silence] Okay, we've updated our password requirement to be more secure. Please create a new one. Hey. Okay. [silence] All right. [silence]
26:00
Speaker 2
will click the phone icon. oh Okay, for the access router for you to sign in, um, since we didn't create any passwords yet, um, the default router password is admin all or case, uh, that's A-D-M-I-N. And then sign in. Okay. So, this one, ma'am, this is, um, what we will use later on the Linksys app. So, create any password. This is not yet for the Wi-Fi, uh, this is for the interface only. So, create any password you prefer at least characters, one capital letter, a number, special character and do not add double letters or double numbers in order.
26:00
Speaker 1
can I have a thing here to try to know help yeah so now waiting okay so now all right I've changed screen I have network status no internet connection Wi-Fi settings and it shows yep yep okay okay it's popped up
28:00
Speaker 2
Okay. So... All right. Thank you so much, ma'am. So, for that one, ma'am, uh, since it shows no internet connection or status, um, on the left side panel, you have smart- uh- smart Wi-Fi and then router settings, right? Okay. I need you to go to router settings and then select troubleshooting.
28:00
Speaker 1
right report okay report all right I be four not v6 okay okay commands Report okay now given okay
29:00
Speaker 2
Okay, so you have status diagnostics and logs. Um under status you have devices and report. I need you to select the port. All right. And then I need you to um you you will have more details under report. Um I need you to scroll down. Look for internet connection IPV4. [silence] Not V6. um internet connection IPV4. It's above the IPV6. Do you see it?
29:00
Speaker 1
[silence] [silence] do do do [silence] [silence] stopped [silence] [silence] configuration [silence] yep [silence] [silence] there it is IPv4 connection type [silence] yep [silence] I [silence] I [silence] I do not [silence] only uh [silence] at the very top it has connection type [silence] automatic configuration -d -h -c -p and nothing else is listed. [silence] yes [silence] [silence]
30:00
Speaker 2
Okay. And then the internet address, ma'am, do you see any numbers there for the internet address? So what can you see there? What does it have? Okay. All right, and then I need you to scroll on the very bottom. You will be able to see ports with a table. So under ports, you have a table for internet and the
30:00
Speaker 1
Uh huh. I have an X mark in the one GPS. I can just unplug it. Yeah. Okay. Wait. Oh, I just unplugged it. Yes. Let's see, here we go. Model number.
31:00
Speaker 2
And then 10 slash 100 Mbps and then the other is 1 GBPS. Um, do you see any Xmart? Okay. So, at least it it detects the cable connection. Is there a way ma'am that we can power off your internet modem from your internet service provider? Okay, let's unplug that one and then do not plug it back in yet. Let me know if you unplug it because I need to set a timer for that. Okay. So, I'll set a timer for three minutes, then we will plug it back in. And then, while we're waiting, is there a way that you can double check what's the uh, what's the model number of the modem that you have from spectrum?
31:00
Speaker 1
Um, I have a serial number, wait, where's my modem? I have a serial number, I have an MTA number, a MAC number, I have a CN MAC number, um, then it says PC 15 and then on the device itself, it says E31N2-V1. E31N2-V1.
32:00
Speaker 2
[silence] and then you have all the possibilities now Orange and you have two three four how many five six four ethernet ports and then two USB ports so just double checking anything yellow here okay or do you have anything here that says EDGE or 3G only it says EDGE or 3G only if you all agree to move your DSL if you answer yes to that question does that mean you will provide wireless internet at the client's location as well
32:00
Speaker 1
Silence.]Yes. Okay. Okay, thank you.
33:00
Speaker 2
one for the coaxial cable and then one yellow uh one yellow internet port right and then the power adapter okay all right so we have like one minute and 20 seconds left so if you need to do something else while we're waiting you can take your time i'll let you know if it's three minutes already you're welcome Okay, ma'am, so it's already three minutes. You can plug in back the modem.
33:00
Speaker 1
It's plugged in. It flashed blue for a few minutes and now it's a solid red. Okay. I admire your patience for working with this. I'll be going through all these steps. Okay. Well, I had a Linksys router before this one, and so when it died, it got outdated, I got this one from you guys. So, yeah, I'm glad I could stick with a company I know.
35:00
Speaker 2
all right, let's wait for that one to stabilize first. The LED of the new parent node remains solid red, right or is it blinking red? Okay. All right, so, so let's wait for the uh, let's wait for the modem. It will take another two to three minutes for the modem to get back online. You're welcome. And you as well. Uh I know you've already tried it with spectrum, but thank you so much for still doing with the steps with me. [silence]
35:00
Speaker 1
oh, yeah, oh, yeah. The LED online just came on. Oh yeah. and it's solid white. solids white. Oh, wait. Now it's blinking. just blinked on me here. Yeah, so it's blinking on me. Still blinking. I think it's stopped. right? Nope, blinked again.
36:00
Speaker 2
↑ ↑ How's the ↑ L ↑ E ↑ D ↑ light so far of ↑ the ↑ modem? ↑ You have ↑ power and then ↑ Iguess ↑ on-line ↑ L ↑ E ↑ D. ↑ ↑ OK, ↑ is it ↑ blinking ↑ or ↑ solid? ↑ solid white ↑ OK. ↑ Alright. ↑ OK... ↑ All right
36:00
Speaker 1
still Blinkey. [silence] still Blinkey. Still blinking. Yeah, the spectrum modem. Let me double check. Well, it's solid now. Looks like it's solid now, I don't see it blinking at the moment. Yep, it's solid now. It's blinking blue.
37:00
Speaker 2
Okay. That's the modem, right? That's still blinking. [silence]. Okay. So, okay. And then how about the parent node, the links is. [silence]. [silence]. Blinking blue? Okay. Let's give it some time. Let's wait for that one, what could be the LED light.
38:00
Speaker 1
oh now it went solid red yep sure I'm all it just the the parent one just went blue again it's a solid blue so I don't know okay okay your internet connection was interrupted reload okay
39:00
Speaker 2
solid red okay and then can you refresh my router dot local on your laptop? Okay. [silence] yeah, that's fine, that's fine, उज maybe refresh the my router that local on your laptop. Let's see what's going to be the status.
39:00
Speaker 1
[silence]
40:00
Speaker 2
Yes, troubleshooting, and then I guess you're still under ports, right, or no, troubleshooting, status, and then reported. OK, and then look again, ma'am, for Internet connection IPv4. All right, all right, and then and then the Internet address, you don't still have.
40:00
Speaker 1
No. I'm, uh, right above it where it says, link. It Smart Wi-Fi service status, it says, it's stopped. I don't know what that It means. Okay. Yep. Yes. Yes. Okay. Okay. I might just admit it. Let me check my dresser here.
41:00
Speaker 2
Any details there? Hmm, okay. Can you select? I see. Can you select okay and then it will route you back to the main dashboard? All right, and then be network status still shows no internet? Uh huh. Okay. What's the LED light, ma'am, of the parent node? Is it back to solid green? Okay. So, I need you to reset that one again, ma'am. So, um, do you have like a push pin or a paper clip that we can use?
41:00
Speaker 1
Okay. I have a pen that I could use, the end of a pen that's, you know, without the lead coming out or the writing part, or I have a pin, like you would, you know, like a small pin, you would pin on yourself. Okay. Just a second. Okay. So, I'm ready for the reset. I just push it.
42:00
Speaker 2
You can actually use any, um, push pin as long as you're able to press the reset button. So it will just help us assist with the reset process. All right. So. Okay. Yes.
42:00
Speaker 1
Okay, I've started it. [silence] It's flashing blue.
43:00
Speaker 2
press and hold it for 30 seconds. let me know if you start pushing the reset button. okay. [silence] okay ma'am, you can let go now of the reset button. okay, and then what's the LED light now? okay, let's give it some time, let's wait for it.
43:00
Speaker 1
Okay, it's flashing blue still. [silence] Oh, and then the
44:00
Speaker 2
To go back to solid pink. [silence] Oh. Okay.
44:00
Speaker 1
A button just popped up on my laptop. It says router not found. You are not connected to your router. Can you should I retried or just leave it up and not do anything with it? Okay. Oh, it's I'm sorry, just him back in, it is now a pinkish color. Yep. Solid pink. Okay. [noise] [sound] [noise] Thank you. [noise]
45:00
Speaker 2
okay thats okay thats fine we will just refresh that one later uh let's just leave it as it is for now and then the LED light is it still blinking blue solid pink okay so let's try um let's try again ma'am the five press so um press the reset button five times
45:00
Speaker 1
Oh, now it's flashing white. It went blue for a second. Now it's flashing white again. [silence] Well, [silence]
46:00
Speaker 2
[silence] Okay, so let's give it some time. Okay.
46:00
Speaker 1
In black.
47:00
Speaker 2
Okay, so it's really trying to communicate with your internet service provider. Let's give it another minute. Okay, so the light is actually really not stable, so I'll set another three minutes, ma'am, okay? Um, just to make sure what's gonna be the LED, then we will try to reconnect again.
47:00
Speaker 1
Okay. I don't, it won't connect. It doesn't take the the HDMI cable. The HDMI cable, yeah. [silence]
48:00
Speaker 2
Can your laptop connect directly to the modem? Do you have that option or no? It's an Ethernet. I see, I see. Okay. Okay. [silence]
48:00