V2 Rubric Detail — 315508d0-7493-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:51
Duration
42m 59s
Contact
Jill Sullivan
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135328
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to provide free troubleshooting and pushed a paid Connect service without attempting substantive diagnostics.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent identified the router as out‑of‑warranty and offered a paid service but did not perform any meaningful troubleshooting, gave confusing cable instructions, and failed to show empathy or take ownership. The call ended with the customer instructed to wait for a spouse and call back, leaving the issue unresolved. Technical guidance was partially accurate but insufficient to resolve the case, and the agent avoided ownership by deferring to paid support and the customer’s husband.

V1 Case Analysis

No internet/Wi-Fi on EA6100 (out-of-warranty). Agent immediately pushed paid support, gave confusing and inaccurate instructions about Ethernet connection (including suggesting USB-C), and failed to guide customer through basic modem test. Call ended with customer unable to proceed and no clear path forward.

Troubleshooting Steps
  • Collected serial number and identified router model EA6100.
  • Informed customer of out-of-warranty status and offered paid Connect service.
  • Instructed customer to test internet by connecting computer directly to Spectrum modem (correct in intent, but flawed in execution).
  • Suggested power cycling the router at [24:00].
Key Observations
  • Agent pushed paid support immediately without attempting any free, basic troubleshooting steps first.
  • Gave contradictory instructions about which cable to unplug and where to plug it, causing customer confusion and frustration.
  • Provided technically inaccurate advice by suggesting a USB-C port could be used for Ethernet connection, which is false per KB.
  • Failed to provide a clear, step-by-step procedure for the modem test, relying instead on the customer's spouse to figure it out.
  • Did not create or reference a case/ticket number, violating protocol.
  • Call ended without ensuring the customer understood the next steps, resulting in an abandoned path.
Positive Highlights
  • Correctly identified the need to verify the ISP connection by testing directly at the modem (intent was correct per KB: universal_isp_modem_diagnostics.md).
  • Collected the serial number and correctly identified the router model EA6100.
  • Clearly stated the cost and scope of the paid Connect service.
Agent Errors / Gaps
  • Prematurely offered paid support without first confirming basic connectivity or performing any free troubleshooting (PROTOCOL, EFFICIENCY).
  • Gave contradictory instructions: first told customer to unplug yellow cable from router [11:00], then said 'you don't need to take the yellow cables' [15:00] (ACCURACY, COMMUNICATION).
  • Provided factually incorrect technical advice by suggesting a USB-C port could be used for Ethernet connection [30:00] (ACCURACY). Ethernet requires an RJ-45 port, not USB-C, per KB and standard networking hardware.
  • Failed to clearly explain that Ethernet requires an RJ-45 port, leading to customer confusion and inability to proceed (ACCURACY, COMMUNICATION).
  • Did not verify warranty status through a system lookup; relied solely on product age (PROTOCOL).
  • Did not create or reference a HappyFox case number (PROTOCOL).
  • Allowed the call to end without ensuring the customer understood the next steps, resulting in an abandoned path (RESOLUTION, COMMUNICATION).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the lack of internet; instructed customer to wait for husband and call back.
R2 Not Met Diagnostic thoroughness conf 96%
Only generic suggestion to connect a computer to the modem; no systematic troubleshooting steps were performed.
R3 Not Met Correct resolution path conf 95%
Agent correctly identified product as out-of-warranty but offered only paid support without providing best-effort troubleshooting (e.g., power cycle, LED check) as required by OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (no internet) and suggested isolating modem — logical first step per KB — but skipped root cause analysis like checking WAN cable or LED status.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent referenced correct diagnostic method (direct modem test) consistent with universal_isp_modem_diagnostics.md, but did not use KB explicitly or guide customer through full sequence.
T3 Partially Met No misinformation conf 93%
Power cycle and modem isolation advice are technically accurate per KB, though cable color focus (yellow) introduced confusion not in documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set clear expectations, left the customer hanging for many minutes, and did not steer the call toward a resolution.
C2 Not Met Confirmed understanding conf 94%
Agent used technical language and did not simplify for the customer, who repeatedly asked for clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred responsibility to the customer’s husband and to a paid service instead of taking ownership.
O2 Partially Met Proactive follow-through conf 89%
Agent gave a next step (connect computer to modem and call back) but offered no realistic timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Agent decided not to escalate and kept the call at L1, which was appropriate given the information gathered.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged the customer’s frustration or repeated attempts; tone remained purely procedural.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust language or pace despite the customer’s repeated confusion.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat information and wait for a spouse to assist; no effort was made to reduce friction.
Call Transcript72 turns · 79 lines
Speaker 1
okay, I called my internet service, uh, Spectrum, because our TV and our Wi-Fi are not working, and they checked on their end, and they said it must have to do with our, uh, router.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is [Ice?]. [silence]
00:00
Speaker 1
What is that? Correct. No internet. No Wi-Fi. No nothing. No. Hang on. So small. Okay, which one do you want? The serial number? 1-4-X-1-0-6-0-2-8-0-0-4-3-41
01:00
Speaker 2
I see, so you have no internet as of this moment, is that correct? So you didn't experience a power outage prior to being disconnected to internet. Can you provide me ma'am the serial number of your linksys router? There you go. Yeah, serial number.
01:00
Speaker 1
X for x for x for x for correct. x for correct. uh
02:00
Speaker 2
All right, let me verify again the serial number is 1 for X-rate. Pardon? Yeah, X-ray. 10602804608 is that correct? All right. So you only have one router? Uh, or router? And this router you have is model EA 6100.
02:00
Speaker 1
Where would I find that? I don't see that written.
03:00
Speaker 2
uh, allocate. Yes. 6-1-0. E-A 6-1-0. That's the model number of your Linksys router. All right. Uh, allocate for the record for you Ma'am, may I have your name? Uh, J-O Jove. And [silence]
03:00
Speaker 1
Correct. It's all lowercase. Correct. Not today. Not today. I mean, we've had power outages. It's one. The light.
05:00
Speaker 2
All rightSolRip1@gmail.com. yeah, thank you. Jux. You mentioned your internet service provider wasSpectrum. now, prior to your router disconnecting, you never had a power outage or an internet outage. All right. So your router, so your router just disconnected suddenly. Can you check or if it's like, can you check on the lights if there is light on its back, yes. [silence] uh, we can do some troubleshooting steps on your router, but apparently it's uh already out of, uh, warranty. It's uh a classic. uh, 19 [silence]
05:00
Speaker 1
I would have to what? Right. So are you say wait. Okay. [silence]
07:00
Speaker 2
ad one-year warranty status, so it's already out of warranty. we cannot provide you free technical assistance. if you still want me to help you troubleshoot your router, you will have to apply for the paid Connect service. um um lt you will have to pay a $15 for the troubleshoot and it's a one-time non-refundable technical support and I have to set an expectation that we cannot guarantee that your issue will be resolved because we don't know yet what's the real cause why your router uh disconnected or why you're having no internet connection because we haven't yet started the troubleshooting steps. so it could be the router itself.
07:00
Speaker 1
are you saying that you can troubleshoot but I have to pay for you to troubleshoot it, is that what you're saying? okay. So how much is if okay. Okay,
08:00
Speaker 2
Yes, because your product is out of warranty, we cannot provide free uh technical assistance. If your product is still in warranty. Well, the cost will be 15 US dollar. It's one-time non-refundable technical support and it will only last for a maximum of 60 minutes. Once the 60 minutes is up uh and we're not yet done troubleshooting, you would have to add another 15 US dollar if you wanted to continue the troubleshooting steps. And I also have to set an expectation that there's no guarantee that we can resolve the issue because as I've mentioned, we don't know yet what's the real reason why you're having no internet because it could be your router itself or it could be the modem from your
08:00
Speaker 1
Well, they're saying that it's not their end, that it's the the router. [silence]
09:00
Speaker 2
Spectrum or your internet connection from your internet service provider itself. Well, oh, we still have to verify that by connecting a, a computer. If you have a desktop computer, you could connect it directly to your spectrum modem and verify if there is an internet connection, because a word from Spectrum doesn't mean it's really like so. You have to connect because as I've mentioned, it could be your modem, the box that was provided to you by your spectrum. Maybe the line, the internet connection line is good, but the box, the one that's provided to you by your spectrum may have something uh, defect or a hardware issue. So that's why when we do the troubleshooting steps, we cannot really guarantee if we can resolve the issue because to... [silence]
09:00
Speaker 1
[silence] Okay, what do I what do I do with the computer? I have a computer, so what do I do with it? uh hang on. Hang on. I can't
10:00
Speaker 2
Are other factors of why you're having no internet connection? It could be a hardware issue of your router or the modem the box that was provided to you by your spectrum or it could be the internet connection itself the line itself there was a downtime or an internet service interruption. Once we do the troubleshooting we can check on that but to verify if you really have an internet connection you really need to connect a computer directly to your spectrum box or the modem and if that computer can access internet, then it means that you really have an internet connection because it's directly connected. Uh-huh. You need to connect your computer directly to your spectrum modem. Uh once it's connected, Um,
10:00
Speaker 1
[silence]
11:00
Speaker 2
Yeah, make sure it's a desktop computer, okay? Because if it's a laptop, okay, that's good. So connect it. Yes, there's a port. There's a port on your modem. Use an Ethernet cable, connect your Spectrum modem to your computer. Oh, yes, the one that's connecting it to your router. You can unplug it first, and just plug your computer on it.
11:00
Speaker 1
Okay, I'm still not understanding. Am I unplugging something from the back of links? Yes or no? I'm guessing. Like I said, there's, I don't, I'm assuming there's so many frigging wires, you can't, I have, I have, I have, okay. Unplug that from the most, thank you.
12:00
Speaker 2
Your Linksys router is connected to your modem, right? There is a cable connecting your Linksys router to your modem, spectrum modem, correct? Um, spectrum modem, correct? You can check you can you can check on your Linksys router. At the back of your Linksys router, there's an internet cable connecting it to the spectrum modem. You can unplug that first. Yes, so that your spectrum, yeah, from the modem, so that you will have a space on your modem. And that uh, space that you unplugged, uh, you can plug the cable connecting it to your computer.
12:00
Speaker 1
It's a yellow, it's a yellow wire I unplugged it from the modem and where am I plugging it into the computer, to the modem? or to what? Yes. but it was already connected. Hang on, well this yellow thing that was plugged in to the links is also plugged into the modem. That's what I'm trying to say.
13:00
Speaker 2
Yes, yes, Yes, the yellow cable, connect, connect it to your computer, to your modem. Your computer, your computer is already connected to your modem. Okay. So, that yellow cable that's connecting your modem
13:00
Speaker 1
This is, I am so not. Okay, I have this yellow wire. It was connected on the back of links. You told me to unconnect tech. Correct? Okay, now I have on the back of the modem. The yellow cord is already connected to the internet on the back of the modem. So, what are you saying I do with the other end? That I took out of links. Where do I put that? [ silence ] [ silence ]
14:00
Speaker 2
to your router unplug it first and use that cable to connect your computer to your modem instead of your router, connecting to your modem it should be your computer connecting to your modem Mm-hmm. Yes. [silence] Okay. The cable, since you have unplugged it from the modem,
14:00
Speaker 1
I'm sorry, what, yeah. Oh my God. So I'm taking the yellow wire, I'm taking that out of the back of the modem or what? I just don't understand. All right. From my modem, take this yellow cable and connect it where? Where?
15:00
Speaker 2
The cable that's connecting it to your router, use that cable. Use that cable. Yeah, the white cable. Use that to connect your computer to your modem. Which means your router is no longer connected to your modem. It will be your computer that's connected to your Modem. No. You don't need to take the yellow cables. You just need to connect a cable to your computer from your modem. To your computer. There's a port on your computer, you connect that. There's a port on your computer.
15:00
Speaker 1
On the back of it. Where... on the back of the computer, I don't see. Oh, sheesh. I you're talking wait you're talking the back of the tower to the computer? I don't Not the actual monitor. Not the monitor, but the mode or the the big box that says Dell.
16:00
Speaker 2
Yeah, check on your computer, uh, look for a port. Usually the same port, the same shape as the port on your modem, um, there's something, uh, on your computer. Yeah, the back of, uh, it's CPU. If it's a desktop computer, you should have a CPU at the back of it. Um, try to find. Yeah, if it's, yeah, your computer, um, yeah, the box, the big box on your computer, not the monitor, because the monitor doesn't have a port on it.
16:00
Speaker 1
okay, hang on so I can put the cable, feed it back off there are so many cables everywhere, I don't know how I'm going to do this damn it. I can't even get the cable to go back now. Hang on. I'm going to have to turn this thing around. it's probably not going to fit now, damn it. this is a life. Yes, I'm just turning it around but I don't see I I don't see anything where you can fit that in. There's like every space that I see is already used.
17:00
Speaker 2
there's power at the back of the tower of the computer ok and then you go hmm So how can we stop searching your computer?
17:00
Speaker 1
using it, is that what he said? Usually my husband's the only one that ever uses it. No he's not, he just left. That's stuck me with this.
18:00
Speaker 2
Is it your children or your? Yes. Okay. Is your husband not there to assist you? So the I think he knows where to connect the cable. Okay. So since you don't know where to connect the cable. My advice is just to wait for your husband so that you will know. I think your husband knows where's the parts to plug in the cable and connect it to your modem. And from there, once the cable is connected, you just need to open a web browser on your computer and go to say yahoo.com, google or YouTube. And if you can access that internet [silence]
18:00
Speaker 1
Okay, there, but I'm looking at the back of my tower, and there is not a place, that's what, wait a minute. I think I see something. Hang on. There, I don't know if this is the right one. Well, it sure doesn't make it easy to try to get into it. No, it's going to be too, it's too thick, because I'm supposed to be plugging this yellow cable, correct? No, it's too thick for that spot even when I pinched the thing. [silence] Okay, there, but I'm looking at the back of my tower, and there is not a place, that's what, wait a minute. I think I see something. Hang on. There, I don't know if this is the right one. Well, it sure doesn't make it easy to try to get into it. No, it's going to be too, it's too thick, because I'm supposed to be plugging this yellow cable, correct? No, it's too thick for that spot even when I pinched the thing.
19:00
Speaker 2
If it's accessible, then it means there's really an internet coming from your Spectrum modem. But if it doesn't, then it only means that there's a problem with the Spectrum modem. You should be.
19:00
Speaker 1
No, it won't fit there. That's the only thing it says. Oh, God. HD something. HDMI. Is that what I'm supposed to be plugging it into? That's such crap. Okay, then there's nothing on the back here. There's no other back at the modem. Oh,
20:00
Speaker 2
No, uh, HTML, it's not, it's not a, a the HTML, I think it's for an auxiliary cable connection. It's not a port for the modem. Uh, you will know because the port has the same shape as the port on your modem. Look at the port on your modem, the one at the back of your modem where the cable is connected. That, uh, size or shape, uh, is
20:00
Speaker 1
Can I unplug it from the modem for a minute? As it says, internet, Ethernet, or something along those lines. And, yeah, I don't have it. Okay. So I plug that back in. What's that? I don't have one like that. Unless I have to unplug something else to put it in. I don't know.
21:00
Speaker 2
You should have something on your computer tower if you can't plug it in just plug it back in. You do not want. So, you can see any parts at the back of the tower, Mm-hmm. Mm-hmm. So I think you will need to ask, uh um, or wait for your husband to check on that because I think he knows for the specific part to plug in the cable. Because usually, desktop computer have, uh an
21:00
Speaker 1
[KEEP_UNCERTAIN] But I guess I don't I don't understand how he's going to I mean everything is already utilized except for this one and this is not big enough. So I don't understand. So I guess I mean what time are you guys open until because he's not going to be home until probably 5:00. [silence]
22:00
Speaker 2
Port for that cable to connect it to a Spectrum modem or any modem or box from internet provider. So once you have connect the cable then you can verify if there's really an internet coming from your Spectrum modem. our word open Monday to Friday 9:00 a.m. to 9:00 p.m. so [silence] you can always call us [silence] back again [silence] once the cable is connected to your computer and you can verify that there's really an internet connection coming from your Spectrum [silence] or
22:00
Speaker 1
Well that's what I was going to ask you because I can remember they had me reset it one time before. Oh shh. Is there a way to me what? Is there a way for me to reset my router now to see if that does anything? Cause I remember doing that once before. I don't know. There's so many wires all over the place. Is there a way to re
23:00
Speaker 2
to more, then you can call us back and from there, you can um apply for the paid connect service and then we can help you start it out and troubleshoot uh, if it's uh uh problem with the router itself, or maybe your router just needs some reset so so uh
23:00
Speaker 1
Reset the lights on the back of my router.
24:00
Speaker 2
You want to reset your Linksys router? So as I mentioned before, we cannot start troubleshooting without first applying for the paid connecting service. But if you want to check if it's only a momentary disconnection of your router from your internet provider, you can actually power cycle your router first unplug its power outlet from the power, I mean, unplug its power cord adapter and then wait for around 12 seconds. then power it up again and see what happens. try to plug it out from the power outlet and then plug it back in and see if your router will go back on line, but if it doesn't, then maybe your router is totally disconnected, then we will have to do a reset or reconfiguration on your router, but the reason why I want you to connect your computer directly to your spectrum modem, is so that we can isolate the case that it's not a problem with your modem's hardware, because if you apply for the paid connection service and we started troubleshooting and then we found out that it's the spectrum modem hardware. Then you just are paid $15 for the resetting and reconfiguration of your router, but it still would not connect because the problem is the spectrum modem. So that's why my advice is to first verify if there's really an internet coming from your spectrum modem.
24:00
Speaker 1
Okay, so can I, if I call Spectrum back, do they know? Well, they're not going to know either, are they? Because they don't know what. Okay, so you're saying when my husband gets home, to have him unplug that yellow into the blue on the outside.
26:00
Speaker 2
Once you got that, and then you can call a step. And then we can do the troubleshooting steps. No, they will not know because the spectrum model back, it's a physical hardware. They need to go to your place to check the spectrum modem and really do a test on it. They will only know that there is the line, the connection line is okay, because there is a transmission of data from their base to your modem. But the modem itself, your spectrum modem, they will not know that person if they don't actually come to your place and check the facts itself.
26:00
Speaker 1
internet cable and plug it into our what is the tower? Is that what you're saying? From my computer. Ugh, wait a minute. So, you're so you're saying there is, oh my God, this is so, there is another space on the modem. So, you're saying connect that.
27:00
Speaker 2
Your husband just need to connect a cable from your computer to your modem, and your spectrum modem, to your spectrum modem. But because you said the reason why we have unplugged a cable, the cable connecting your router to your modem, is because you mentioned that there is no more space or port available on your spectrum modem. Usually, the modem has four ports, available to connect any devices to it. Okay.
27:00
Speaker 1
connect. I thought you meant the tower. So you're saying now I should be connecting the... What are you saying? Are you saying... It's in there. Okay. I don't get it because if I have this yellow cable wire. It's plugged into the back of my modem, okay? So I should unplug it from links and plug the second piece of it into the modem? Is this yeah? Into the spectrum modem and it's also plugged into the back of link.
28:00
Speaker 2
[silence] No. Yes. What I mean to say is that connect a cable. A cable. It could be a yellow cable, a white cable. Uhm hinge that could plug into the part on your mouse modem box. If there's a space, another part, connect it and then connect it also to your computer port. Oh, good. So you have a yellow cable which is plug into your mouse modem, right?
28:00
Speaker 1
So I thought you told me that. I did. And then do I stick that in? the modem? the modem or the tower? That's where I'm correct. So you said to unplug it from the router. so not to the modem. Right, right.
29:00
Speaker 2
Okay, you unplug it from the back of Lenk. So, and then plug it, and then plug it to your computer. The tower, since you have... the cable has two ends, right? One end is connected to your modem, and the other end is connected to your router, right? And the router. So that thing that you unplugged, that end of the cable you unplugged from your router, you plug it to your computer. Not, because it's already, the other end is already connected to your modem. So the other end that was unplugged from your router, you plug it or connect it to your computer.
29:00
Speaker 1
to the tower. Okay, but there's no spot for it. On the back and... Well, wait a second. Is it on the front? Because there's some, would it be on the front? Because I've been looking on the back, but there's a couple of, let me see here if this fits in. Oh, Jesus, now I can't get this one out again. All right. No, it's not. [silence]
30:00
Speaker 2
Yes, through the computer tower. Yeah, so so that's why you need to wait for your husband because a desktop computer usually have parts for connecting it directly to a modem. Yeah, you can check on the computer tower. But usually the computer towers from are have USB part types. Oh, I don't think that would be the part for connecting it. Ultra USB, usually.
30:00
Speaker 1
but on the back of, on the back of my link where you plug stuff in, there's, isn't there something I can do just to turn it off to turn it back on or no? Is, is it that little blue dot? [silence]
31:00
Speaker 2
On the front of that tower, it's USB type C port. So, it's not really going to work with the Ethernet cable. So, I think, yes, there is a power, uh, no. The blue dot, that is a WPS button. Um, I don't. I don't think there's a power switch on your. Your Netgears router. It only has the power cord adapter connecting it to a power outlet. So, to turn off your router, you just need to unplug its power cord adapter from a power outlet. [silence]
31:00
Speaker 1
if only I could tell which gosh darn wire it was. There are so many wires. the power, so it's that black little thing, correct? Right. Okay. All right, hang on because I'm finding the cords. This is like right there, right there. All right, so if I unplug it, how long do I leave it unplugged? I unplugged it, so how long do I leave it unplugged?
32:00
Speaker 2
and then plug it back in.
32:00
Speaker 1
All right, hang on, I'm going to take it out. Should I stick it into another or use the same one? Does it matter? Oh, how? Everything is so dusty. All right. So I can either plug it in the one it was in or plug it into the one next to it. You think it's been 30 seconds, right? Yeah, I can't get it to fit in the other one, so I guess I'm sticking it in the old one. [silence]
33:00
Speaker 2
maybe 30 seconds and then plug back in the your router. use the same one or you can use another power outlet source. yes. it's either because so long as you have electricity uh then it should turn on. mm-hmm. So uh Jill um once your husband comes back, uh try to or tell him that you need to connect the computer directly to your spectrum modem so that you can verify if there's really an internet coming from your spectrum modem. And if there is, then First, open a browser to confirm if there's really an internet, like, YouTube or Facebook. If you can access that, then there is really an internet coming from your spectrum modem. If there's not, then you will have to contact your internet service provider, Spectrum, to check on your modem, because it may be a hardware issue or defect. And if and if there is an internet connection, then you can always call us back and you can apply for the paid connect service.
33:00
Speaker 1
Okay, so the fact that I just, I just unplugged it from the regular, the outlet and I'm trying to connect. It says, no, it says connected without internet. So then I'll just have my husband call you when he gets home and see if he can figure out, Connect, connect. Connect computer, say that again. Wait a minute. computer. I can't even spell. mo, mo-
35:00
Speaker 2
Or do a resetting or reconfiguration on it. Alright? Mm-hmm. Yes, uh, you your husband needs to verify first if the reason internet coming from your Spectrem modem. So he needs to connect first your computer directly to your modem and verify if there's really an internet. Connect computer to your modem.
35:00
Speaker 1
Well, no, because the modem connects the computer to the modem. I thought it was that yellow. See, that's where you're confused. The yellow. But when I asked you that, because one of the cables is already in, the yellow is, okay. I just want to make sure before I hang up, that I understood you. I had the yellow cable connected to the back of the link. You told me to unconnect that, and now you're saying plug it into the modem. Because there already is part of it. [silence]
36:00
Speaker 2
Your Spectrum modem. Spectrum modem or box. Yeah. Yeah. Using the cable. Using the cable. Yeah. Yeah. Yeah. Yeah. M-hm. No, um, it's already the other end of the cable is already plugged into your modem. So just the other end, uh connect it to your computer. Since you couldn't find the port [silence]
36:00
Speaker 1
All right, so connect the yellow cord to the computer, correct? And then he has to... Can I open a browser on my on my phone or it has to be on the internet? On the left or, uh... [silence] So what if people don't have an actual... if people don't have a desktop, how do they check it? Okay. I'll just wave.
37:00
Speaker 2
Then you have to wait for your husband [silence] yes [silence] yes, once you connect [silence] uuh, once he's connected, uh open a browser to confirm if there's really an internet. On the computer only because uh your computer is the one that is connected to your spectrum. Only your computer can verify if there's really an internet coming from your spectrum modem. Because your [silence] mm-hmm. Then they really could not check it because uh devices, other devices like your phone are can only connect using Wi-Fi. I think your husband knows. Yeah, I think your husband knows it. And I think your computer have a part because that is the reason why desktop computer, uh, is different from laptops now because the desktop computer really have parts to connect it to modem box for internet provider. Uh-huh. Uh-huh. Uh-huh. Yeah, that's why there should be a spot. Uh-huh. Yeah. And, what about on the monitor? But I don't think there's..., but I don't think the monitor has because the monitor only shows the display screen. Usually [silence] Mhm. So, oh, you just have to wait for your husband's here because your husband knows your computer. Where does the computer work? It should uh, plug in the cable. Okay? And then call us back again. If there is., yes. If there is an internet, call us back again so we can do.
37:00
Speaker 1
okay, so if he he does what you say and we don't still don't get internet then it has to do with Spectrum, but Spectrum saying it's you guys um [silence]
40:00
Speaker 2
You're troubleshooting your router, but if there is no internet, then it's really a modem hardware issue from your spectrum, okay? to a newer one or, you know, because if you still don't get internet, then it's really a hardware issue of the model, the the one that's provided by Spectrum. So they will need to uh replace that with a new box. If it's really a a problem with your spectrum model. [silence] Uh-huh. [silence] Yes, because if there's really no if there's really no problem with your spectrum model, once you connect uh the computer is connected to your modem, it will really tell you if there's no problem with the model, because it will be able to access internet. But if it doesn't, then uh there's really a it's really a hardware problem and they really need to u upgrade your model.
40:00
Speaker 1
Connecting the computer directly to okay. I Okay. Thank you. Thank you. Bye bye. Take care creating. Okay bye. [silence]
42:00
Speaker 2
hardware issue, the modem. Because even if the light is on and they show what the light should be, if your computer could not access internet, then there's a problem with the box, the hardware of your modem. That's why it's really important to verify your internet connection by connecting it to your computer, or connecting your computer directly your modem. Okay, alright. So call us back again, Jill, if, if you have an internet. You can call us back again and we're looking forward to assist you. Okay. Thank you for calling. Oh, you're welcome. Take care, Jen. Have a great one. Bye.
42:00