V2 Rubric Detail — 33b7c230-7479-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 11:45
Duration
62m 55s
Contact
Maria Lipscombe
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135287
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access the app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall74.4% (+46.4)

V2 Grader Summary

Despite technical inaccuracies in T3 (password length, app password equivalence, app discontinuation claim), the agent successfully resolved the customer's issue by correctly identifying the SPNM60's app incompatibility and guiding them to the local web UI to reset the password and configure Wi-Fi. The customer confirmed changes and expressed gratitude, indicating resolution. Call control and communication showed some weaknesses but did not prevent a successful outcome.

V1 Case Analysis

Customer unable to log into Linksys app due to router admin password rejection. Agent misidentified MX5600 as SP-NM60, falsely claimed device incompatible with app, and gave incorrect password guidance. Customer still unable to access app after local UI changes.

Troubleshooting Steps
  • Collected model (MX5600) and serial number.
  • Directed customer to local router login page (192.168.1.1) via laptop.
  • Guided through UI to change Wi-Fi SSID, password, and 2.4 GHz channel.
  • Attempted to explain recovery key usage.
Key Observations
  • Agent misidentified MX5600 as SP-NM60 — a critical error as these are different product families with different capabilities.
  • Agent falsely claimed the device is incompatible with the Linksys app — MX5600 is fully compatible per KB.
  • Agent incorrectly stated the router password must be 10 digits long — no such requirement exists.
  • Agent failed to create a case or verify warranty, violating core protocol.
  • Call was inefficient, looping between app and local UI without a clear path.
Positive Highlights
  • Agent collected the serial number and attempted to use the local web UI as an alternative to the app.
  • Guided the customer through changing Wi-Fi SSID, password, and channel, which may have helped with device connectivity.
  • Remained on the call and attempted to assist despite mounting confusion.
Agent Errors / Gaps
  • Wrong model identification: claimed MX5600 is an SP-NM60 (transcript [22:00]).
  • Incorrect claim that router password must be 10 digits long (transcript [15:00]).
  • Falsely stated the device is incompatible with the Linksys app (transcript [23:00]).
  • Failed to create or reference a support case number.
  • Did not verify warranty status or eligibility for paid support.
  • Provided insecure reassurance about ignoring browser security warnings without proper context.
  • Did not escalate or offer valid next steps after local troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed changes saved, saw both networks, and expressed appreciation: 'Thank you so much for your help. I do appreciate it.'
R2 Met Diagnostic thoroughness conf 90%
Agent identified SPNM60 model, confirmed app incompatibility, guided to 192.168.1.1, walked through recovery key reset, Wi-Fi renaming, password change, and channel selection — all relevant steps for the issue.
R3 Met Correct resolution path conf 95%
Agent correctly determined SPNM60 is not compatible with Linksys app and pivoted to local web UI (myrouter.info / 192.168.1.1), which is the appropriate resolution path per KB for this model family.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked for model (MX5600 → corrected to SPNM60), serial number, and provider (Two), diagnosed app incompatibility, and redirected to local UI — logical sequence based on product-specific limitations.
T2 Met Appropriate tools / resources used conf 85%
Agent used the correct tool — local browser access to 192.168.1.1 — which is the recommended method for SPNM60 series per KB. Remote session not required; customer successfully accessed UI and made changes.
T3 Not Met No misinformation conf 100%
Agent provided multiple materially incorrect statements: claimed the password must be '10 digits long' (not in KB), claimed 'app password is same as router password' (contradicted by universal_password_login.md), and claimed the app would be 'discontinued after a couple of months' (unsupported by KB).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control despite customer confusion, redirected back on track, and completed the process. However, long silences and disorganized transitions (e.g., asking for serial twice) reduced efficiency.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted to customer’s level by walking through each step, though used some jargon (e.g., 'incredible Wi-Fi'). Misstatements like '10-digit password' undermined clarity, but overall communication was functional.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and persisted through technical hurdles and customer frustration to achieve resolution.
O2 Partially Met Proactive follow-through conf 85%
Agent did not set a formal timeline, but did offer ongoing support: 'You can call us back if you need further assistance. We're up until 9 p.m. for UK.' This provides a clear next step.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue was resolvable at L1 with correct product knowledge.
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 said 'I'm sorry' multiple times and remained patient despite customer frustration and repetition. Did not explicitly acknowledge emotional state, but stayed courteous and solution-focused.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pace to match customer, repeated instructions, and confirmed actions. Tone was somewhat scripted, but responsive to customer’s confusion about security warnings and settings.
X3 Partially Met Overall experience conf 80%
Customer had to perform all steps manually, but agent provided real-time guidance. No unnecessary repetition — agent used available info (model, serial) to tailor support. Could have reduced effort with clearer initial diagnosis.
Call Transcript88 turns · 95 lines
Speaker 1
Oh, hello. Um, I'm having a problem with my Lynx is account. Um, so I've set up an account, but um, every time I put my router password in, it doesn't recognize it. And so I can't, I can't move forward from that point. It just won't accept the router password. So how do I I've tried deleting the app, starting again, but I just get back to the same point and then it gets to the point where I've only got two more attempts. So how do I get to the point where it will accept the password?
10:00
Speaker 2
Thank you for calling Ince. This is G. How can I help you today? [silence] Go with your password. [silence] Sorry ma'am. Go ahead. [silence] Okay. [silence] Okay, um may I have your serial number of your linkage, for me to know what kind of device
10:00
Speaker 1
I've got a MX 5600 router. Tube. reset password. yeah to get into the app to get in the app. yeah I've done, I've done a reset my password. I can get into the app. But when it wants to connect to my Wi-Fi and it asks for the Wi-Fi password, it won't accept the Wi-Fi password. No? [silence]
11:00
Speaker 2
MX) 5600 from uh who's your internet provider ma'am? 2. okay so what you wanted to do is to um access the app using the router password right? okay if you will see ma'am uh on that page you have on the app you will have a reset password option. Yes. Yes that will be uh uh I see I see. uh can you do this one ma'am? [silence]
11:00
Speaker 1
Well, I can't. Sorry? Sorry? No, I'm sure I'm talking to you on my phone, so I'm not on the app. I can't. And let me see if I can. Say, I'm on the app, and it's got enter your route or password, and I have now tried it so many times, I've got two remaining attempts, but it won't accept it. Yeah. But that just reset. All right, yeah.
12:00
Speaker 2
On your Linksys app. There's a menu bar on the upper left.
12:00
Speaker 1
So I do. Yeah, we've tried that. Oh. Number from the main router. Yeah. Um, do I want to put that in? Yeah, I've done that. So it says reset route to password.
13:00
Speaker 2
Yes mam
13:00
Speaker 1
Well I've already got a password for the app. Yeah. This. The heading says, now re-set root password, not app password. Right. So what password am I putting in? The app password or the root password? The one I use.
14:00
Speaker 2
Log in on your links as up. Okay, if you will try that password, ma'am, that says, incorrect, right? Right? Yes. Because right now, we are trying to access the router, ma'am. The app password, ma'am. Or the top of your password. It's actually the same thing, ma'am. Uh for the links as ma'am, you'll have two password. One is for the router and one is for the Wi-Fi.
14:00
Speaker 1
hey, what password do you want me to put in now? The one that I signed in to the app with. Where am I getting this password from? Okay. I get that. Am I using the the password that I used to sign in to the app or the or the password for the router that's on the router? All right, okay. [silence]
15:00
Speaker 2
okay, uh it should be 10 digits long mem. is that password 10 digits long or not? you have to create one mem. yes. and no mam, you have to use the password that you used for your app.
15:00
Speaker 1
yes. I'm submit. my. enter your your password now. or add to account. it's saying add to. and it won't do it. It goes back to the same page. But. I'm coming. When I do to account.
16:00
Speaker 2
yes. Entered. Yes add to account ma'am. Go ahead with add to account. [silence] I'm sorry. What's that ma'am? [silence]
16:00
Speaker 1
it, it doesn't do it. It just goes back to that same page. How many Link devices? Um, it's just the one router I want to. I mean, when I first opened the account, it came up with two routers, my old EE one and the new one. Yeah. I can log into the app, but I can't, I can't connect my Wi-Fi to the app so that I can change the password. [silence] [silence]
17:00
Speaker 2
Okay, um, how many, Lync, Lens's nodes, you have, ma'am? Lens's device, you have? From, to. Yes. Hmm. But for the Lens, you, you only have one, right? I only have one. Okay. So right now, we, uh, we, I'm sorry, you can't log in on your Lens app.
17:00
Speaker 1
I can't use the app because I can't actually get into it, in terms of, I can't add my router to it. So I'm on the page that says, enter your router password. Okay. So, so when I, when I go to reenter, it just comes up with enter recovery key. Yeah, but I can't do anything with it. It says, so the page I've got at the moment is enter your router password.
18:00
Speaker 2
Okay, mam. Can we do it the can we do it again? Press reset password. I will, once we manage to go inside the app, ma'am, I will explain what password is that and what what password is for the other for what's the other password. Okay. Can, do you still have that number underneath your your parents number? [silence] Yes. Do you have ma'am?
18:00
Speaker 1
So, not the password that's on the bottom of the router, the one that I created? Yep, I'll put that in. Yep, add to account. It says, it just goes back to the same screen. [silence]
19:00
Speaker 2
on could you try the password and the five digit I'm sorry the password you created earlier. okay. can you try that one please? no ma'am. the one that you just created ma'am, yes. yes, add to count. if that's the case ma'am then what we need to do is to reset your device so it can go back to default um because it seems that you've been blocked when when you try to access um the app multiple times.
19:00
Speaker 1
Say all. Can I get the serial number? Not for you. I can go and get it? Do you want me to read it to you? Excellent. Okay, the serial number is LK 6-0 T.B.
20:00
Speaker 2
But no worries, ma'am. This, um, usually devices from, uh, two, they are, uh, those are pre-configured devices and will automatically go online after just five minutes. But before we do that, ma'am, can you check or can you please, um, get the serial number underneath your, uh, node, your lan access device, please. Yes, Cecilia. Yes, ma'am, please. Let me know what's the exact model. What's the exact device? I'm sorry. Ma'am. [silence]
20:00
Speaker 1
on the backs on my eh you there Raider, model- model number. Do you want the model number? Yeah, I'm looking at the serial number. What do you think it should start with then? The serial number, S stroke N is LK6E2B5Q260044 465. LK.
21:00
Speaker 2
Ma'am, sor- sorry to interrupt, man, but I think this is not from the Linksys. Usually it starts with five, nine, or five, six. Underneath your Linksys route- your Linksys. No. Yes, bottom of your Linksys. Serial number, man. Can you look for cereal number instead? [silence] I'm sorry. Okay.
21:00
Speaker 1
Yes, Tango Bravo, yes, five, Q, two six, Zero, zero, Four, four, six, five, thank you. Yes. Yeah. Uh, about a month ago. [silence]
22:00
Speaker 2
60CB. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Let me just check on the exact unit, ma'am, okay? Just give me a couple of seconds. Okay. So it seems that uh yeah, actually, it's very important for us to know, ma'am, what is the uh what's the serial number and what is the model number? Can you confirm is the model number SP-NM60? That's the model number. When did you get this uh device, ma'am? From two. [silence]
22:00
Speaker 1
Well, they have given me a card. It says links is on the bottom. It's a link. So what do I do? Yeah. It's, oh, seven nine eight three four double two.
23:00
Speaker 2
[KEEP_UNCERTAIN] Because actually this is our or this this is the tubes latest Wi-Fi 7 device. And ma'am, this device, this is not compatible with the NCS app. Anyways, uh there are other way ma'am for you to get to the user interface of this unit without using your NCS app. Mhm. Yes, this is NCS ma'am, but this is this is NCS but this is not anymore compatible with the NCS app. No worries ma'am. I will walk you through on how you can get to the user interface, change your password or whatever settings that you want to change. Uh let's uh before we proceed with that ma'am, may I have first your phone number just in case we get disconnected. Uh-huh.
23:00
Speaker 1
576 Maria, lips gun, Maria, M-A-R-I-A, lips gun, L-I-P-P-S-C-O-M-B-E. Jane, J-A-Y-N-E, Lipskin, L-I-P, yeah, that's L-I-P-S-C-O-M-B-E at hotmail.co.uk.
24:00
Speaker 2
five seven six. Okay. How about your first and last name, ma'am? I'm sorry? Uh-huh. How do you spell your last name, please? Okay. How about your email address, ma'am? Uh-huh. Your last name. Okay. Uh-huh.
24:00
Speaker 1
I,
25:00
Speaker 2
1, 9, 2, dot, 1, 6, 8, 8. Okay. So you are using which phone, ma'am? Uh, are you using Apple or, um, Apple? Okay. So on your Apple phone, um, can you please make sure that you are connected to your Wi-Fi network? Okay. Can you hear me? Okay, and open a browser, any browser on your uh, on your phone, uh, Safari uh, Safari or Chrome, if you have Chrome. Okay, on the address bar, can you please type 1, 9, 2, dot, 1, 6, 8, 8. That's our customer support number. I'll wait and let you know once I have you in.
25:00
Speaker 1
I haven't got there yet. I'm afraid I there yet. I'm afraid I can I get on Google? OK, 190.1.1.1. Yeah. Yeah. And what then what.
26:00
Speaker 2
dot 168 dot 1 dot 1 can do it in Google, ma'am, yes dot 168 dot 1 dot 1 [silence] what does it say? [silence]
26:00
Speaker 1
Your connection is not private. Yeah. No. Yeah. Hmm. Hmm. Why? I don't feel happy about this. Why Would I Do Why Would I Do That? Why would I wanna be unsafe? [silence] bout that word Oster. Yeah. brand. What do you mean? What's the brand? What's the brand? It just says Lynx his to on it. Yeah. What do you want me to do now?
27:00
Speaker 2
Oh, the brand. Brand, man. B-R-A-N-D. Yes. The modem, man, the one provided by two. but just to start how sure connecting your camera. Uh huh. Okay. All right. Now, is there any other device that we can.
29:00
Speaker 1
Or what? To do what? Pardon? What? You want to access my laptop? So, what do I have to go into on the laptop? Yeah. [silence]
30:00
Speaker 2
Like a laptop or for the user interface, ma'am, for the user interface for us to go through the settings of this unit. Oh, no ma'am. I will not access your laptop. You will be the one to do it. I will just walk you through on how you can get through that interface. Okay. You have to make sure first that your laptop is connected to your Wi-Fi network, which is the one from two. [silence] Yeah, it's just the one straight.
30:00
Speaker 1
And then, if I connect them, like on the laptop, what are you asking me to do? hello yeah yeah. And what will we do to the settings of the router, then? Can you just explain to me what we're going to do please? yeah.
31:00
Speaker 2
yes hello ma'am on your laptop ma'am we will go to the settings of your um of your uh router to so we will instead of using your phone we will use your laptop instead uh okay what you want to do uh sorry the first goal that you wanted to uh the reason why you want to go to the lynx uh synapse app ma'am is for you to change your password right okay so if that's the case then since the app is there you can just download that on your laptop and the application and you can [silence]
31:00
Speaker 1
Yeah. Can tube not just give me a rooter that is compatible with linkies? Okay. So you saying that I can not use the app to change things?
32:00
Speaker 2
It is not compatible with the node with a leads is uh SPN 60 from to so we will be using your laptop instead for us to go to that setting for you to change your Wi-Fi password. [silence] Correct that. There are uh list like other devices which is the uh Wi-Fi 6 that is compatible with the app. But those are still Wi-Fi 6 not Wi-Fi 7. [silence] Ma'am No ma'am because this device is not compatible with the app. [silence]
32:00
Speaker 1
Because also my device is not showing, is not connected to 2.4 G, g, either it's on 5, which is not compatible with my alarm system. And I also need to change it to channel 6 to be compatible with my alarm system. Okay. Yes. Right. Say, do I come out of this support, this Google thing that we're on? Or do I go to this Google thing on my laptop? [silence]
33:00
Speaker 2
Actually, ma'am, all that settings that you wanted to do on your links is device and your links is router. That's on the same page that we are about to go inside or access. Would you still like to proceed? Okay. So, will it be okay if we use your laptop instead of not your phone? Okay. Um, can you make sure first, ma'am?
33:00
Speaker 1
Yes, it is.
34:00
Speaker 2
[silence] Can you confirm first if your laptop is connected to your Wi-Fi network from the two? [silence] not from other device. It is. Okay. On your uh laptop ma'am, there's this address bar on the top. Okay. Can you please type this number? Okay, 192.168.1.1. What option do you have below ma'am? Continue to site please. Yes, safe ma'am.
34:00
Speaker 1
okay, but then it's not, it's saying it's not safe, I don't understand. Say, it says your connection is not private, back to safety, or advanced. But isn't there a way of of doing this safely?
35:00
Speaker 2
No worries, ma'am. That's just because of the firmware that is installed to this unit. You don't have to worry about the security. This is 100% safe. Yes. Show the advance. I'm sorry, ma'am. This is actually safe, ma'am. You don't have to worry about this page. This is a private page. Only you can access this. No one can access this aside from you.
35:00
Speaker 1
But it says that people might be start trying to steal my information from that number that you've given me to put in. [silence] It says an attacker might be intercepting my connection. [silence] Yes, I did. Yeah. Tube logging. Yeah. So what do I do? Put off word, I put in here. router password. What password? The router password. Yeah. Is the FX. It's incorrect route to password. [silence]
36:00
Speaker 2
Yeah, too unsafe. No worries, mam. I assure you. so. Mm-hmm. Okay, what does it ask now? [silence] Okay, so that will be the same password underneath your Linksys node. You have to use it now. The root router password. Yes, that's the same password underneath your Linksys device. Okay, that's okay. Can you please press reset or forget password ma'am?
37:00
Speaker 1
Uh. If I enter the five digit recovery key. Pick something memorable, but secure. So this is nothing to do with the app.
38:00
Speaker 2
Okay. Under your links this unit, ma'am. Under the node, you have there a recovery key. You already took, uh, get that one, uh, got that one earlier. Yes, okay. So, this will be the password that you will use when you want to access this page, ma'am. No, ma'am. Because app is not compatible with this. If you can remember, the app is not working for this device.
38:00
Speaker 1
Yep. Bye. Uh... uh... What do I do now? That is... Uh... Oh, I have to make it at least... I won't... time out. More characters to it.
39:00
Speaker 2
Yes, what does it say, miss?
39:00
Speaker 1
Yeah. Yeah. Right. So, if you've updated your reader password, go, go back to login.
40:00
Speaker 2
Okay, so let me just go back to log in, use the password that you just created for me.
40:00
Speaker 1
right I've now got internet online to connection connection page hmm yeah yeah it's it's it says 2.4 on there but it's got three uh all right sorry you go ahead [silence]
41:00
Speaker 2
Okay. Yes. Okay, ma'am. You are right now on the user interface of Linksys where you can control your Linksys router. So you wanted to change the password, right? Okay. And you mentioned earlier that you have devices that only connect to 2.4 correct? Okay. How about this, ma'am? Kindly go to. Yes, ma'am. You have what, ma'am? [silence].
41:00
Speaker 1
Yeah. Three devices. Yeah. What? Yeah. Is it on what? Sorry. The quick setup. I can't see. Uh, it says, quick setup, apply the same Wi-Fi settings to all bands at once. It's on. It's on.
42:00
Speaker 2
Three network? Okay. Three devices okay. Can you go to the upper part. There's a menu tab mem or menu button. Okay. On the menu button, go to incredible Wi-Fi. Okay, and after you tap on incredible Wi-Fi, you will have this quick setup. Is it currently on right now, Ma'am, or off? The quick setup. Is it on? Is it on or off? Okay. Is it currently on or is it on? Okay. Can you toggle it off? [silence] Okay. Wait for it. Okay, it has turned green. What does the green means? [silence] So, when it's green, it means it is connected. When it's green it means it is connected. Okay, check some yellow light. Let me see the yellow light. They can be connected. Also, also the yellow, right? They can connect to. Can you see what's the difference between the two, Ma'am? Yes. Which is which portion has more range, Ma'am? When it's yellow, it has lesser coverage. When it's green, it has greater coverage. So, which one do you like to connect on, Ma'am? I recommend green. Is it okay? I recommend green. Okay.
42:00
Speaker 1
Yes. yeah Okay. Change the Wi-Fi name. Okay. Yeah. So do I switch it off or just change the name? What do I change that to? then
43:00
Speaker 2
okay, so after you toggle it off, ma'am. You will see your 2.4, you're 5 gigahertz, and your gas network. Correct? Okay. So, since you wanted to change the name, ma'am, and have a 2.4 separate from 5, what you need to do is change the wi-fi name of your 2.4. Yes. Start with the 2.4, ma'am. No, ma'am, just change the name. Any name that you prefer, ma'am, for you to recognize which is 2.4, which is 5G.
43:00
Speaker 1
Can I just change can I just change one digit on the end? Okay, I'll just add K.4 at the end. Then yeah. Yeah. Yeah. Um. Uh, that is the password that's on the bottom of my. So they've both got the same password 2.4 and 5. Is that all right? But they both have the same. The wi-fi password for 2.45 is the same.
44:00
Speaker 2
99. Actually you can just add 2.4 at the end ma’am. Linksys Wi-Fi 2.4 or Tube Network 2.4. yes. okay and there's a save button ma’am. you just need to save it. How about password? Are you good with a password? [silence] I'm sorry what did you say again? [silence] good
44:00
Speaker 1
okay, this is where we change the Wi-Fi password and they both need to be the same, can't they? Yeah. Hello? So I've changed the Wi-Fi password for both of them. Does it have to have a certain amount of letters or anything? Does it need to have a certain amount of letters? How many? [silence]
45:00
Speaker 2
It's actually the same by default, ma'am, but if you wanted to change that, you can just change that. Hmm. Hmm. Yeah, hello, ma'am. Yes, it's up to you, ma'am. That will be your preference, uh, Saturday's. If you wanted to, uh, more uh to, like, create, uh, your own, like, password, then it's up to you. I'm sorry, ma'am. Yeah, ma'am. Hmm.
45:00
Speaker 1
Sorry, this is taking me a bit of a while. Um, I'm struggling with it. hang on. yes I've changed it and and then I also need to put it on um got 10 bits of paper here now on channel 6 how do I do that Uh, so where do I change I go down and change the channel it says altay. Can I just put six in there Hell oh. I need to change the chat hello. I need to change the channel to six. Yes. Thank you. Yes.
47:00
Speaker 2
Yes, hello, ma'am. Hello. Oh, the channel. Channel. Channel, okay. For the channel, ma'am, uh, for 2.4 only, right? Yes, for, just for 2.4. If you scroll down, ma'am, under incredible Wi-Fi and 2.4 GHz band, on the bottom you'll have channel. Okay. Once you tap channel, you will have there an option. So, since you wanted to uh, get a go with
49:00
Speaker 1
Yeah, okay that. Okay, so that one's just set up for that, okay.
50:00
Speaker 2
which will be 2.37 gigahertz.
50:00
Speaker 1
Yes. Hello? I just saved that. Yeah, hello. So it says you're updating, it says you're updating Wi-Fi settings. Um, and just click on OK, yeah. It's just been processing.
51:00
Speaker 2
Yes, hello, ma'am. Hello. Yes. Don't forget, yes, ma'am. Don't forget to tap save button, ma'am so that it will recognize the changes. Other way ma'am? Hmm. Okay. Just click on okay. Uh-huh. [silence] Uh-huh.
51:00
Speaker 1
One hasn't done it yet. It's just still processing and it's not saved it yet. Why are two giving out?
52:00
Speaker 2
[silence]. [silence]. [silence]. After this [silence]. uh, reset, you will be able to have your two point for five frequency band back. [silence]. So it's on your device, you just need to reconnect it manually. [silence]. Does it say ah router not found or just like a page? [silence]. Uh Huh. [silence]. Ok. [silence]. Uh Huh. [silence]. I don't know. [silence]. I think you have a different behavior with this router. [silence]. Uh Huh, of course this is an old router, so maybe that's why the page just reset. [silence]. So, to be able to see the speed. [silence]. You need to ah directly go to the page and click on check. [silence]. First, you need to set up the network name and password first, and then it will automatically scan the network to know ah the speed that needs to have. [silence]. Okay. [silence]. Uh Huh. [silence].
52:00
Speaker 1
routers that aren't compatible with Lynx and telling us that they are. Apple if you have a friend who has exactly the same Wi-Fi and they can use Lync's app. No problem. On their Apple phone. Well, they probably had their router a couple of years ago. It's still not done anything. It's still not saved it. I'm going to take the laptop into the lounge where the wi
53:00
Speaker 2
Uh actually ma'am this devices are all links as notes. It's just that um Wi-Fi 7 um they prefer not to use the app anymore uh actually ma'am the app will be discontinued after a couple of um months. So there will be no links app. Hmm.
53:00
Speaker 1
Hooter with, see if it works, it says router not found, you're not connected to your router which I'm not now, it's gone off, um, so it's not going to let me and my laptop is no longer connected to the router. Right, so what, try to do to the laptop to get it back on the Wi-Fi, so I just tried to do it, trying to do it.
54:00
Speaker 2
yes, yes, ma'am. That is because you got disconnected to your Wi-Fi. Make yes. Make sure that you're back connected to the Wi-Fi. OK. How is it? Ma'am? [silence]
54:00
Speaker 1
Properly, because I've just changed the password, so I've got to enter the new password, hang on. Um. [silence] back on the password, so I'll try again with saving the other information. Changes saved. A is that it now? Hello? Yeah, so what do I do now? I've saved those changes. All. Do I just log out at this? Do I log out out? Okay. Now I mean do I log out of this two foam five but broadband thing that you've taken me into? Uh,
55:00
Speaker 2
Mhm. Hello ma'am. Okay. Mhm. Okay, you can go with the available networks ma'am. No need ma'am. [silence]
56:00
Speaker 1
hello do i log out why why do i not log out hello yes what do i need to do now all right oh well on my laptop yeah it it it has a two points
57:00
Speaker 2
Hello ma'am, no need. Hello. Hello. No need for you to log out, ma'am. If you want to close that page, you can just totally close that page. Um, what you need to do right now is go to the Wi-Fi settings, check if all your, uh, go to Wi-Fi settings, check if you can see your two networks, 2.4 and 5 gigahertz.
57:00
Speaker 1
for on there. But I'm not using that on my laptop. I need that for my alarm system. Okay, yes. I have got two tubes on there. Okay. okay. Hey, do I just close the page now? What where abouts. Where am I abouts? am I looking for that? Yeah. and I can see both. Yeah.
58:00
Speaker 2
[silence].
58:00
Speaker 1
Can't I use the other network then? So, I don't have to use the 2.4 one for everything, do I? Well, I've got two networks, haven't I? The original one and the 2.4, but I can choose which one to use for each appliance, can't I? Yeah. Do you spit? If it's split? Okay. Would that affect the speed or anything? [silence] Yes. Is that right? OK.
59:00
Speaker 2
Hello ma'am. Hello. Oh, two point four network ma'am, the maximum capability of the speed for this one is 100 MBPS. Uh, four, five GHz ma'am, the regular one that you set up, the you can possibly get around 300 and above. So when it comes to speed, these two bands are different. Yes. [silence] I will not suggest, ma'am, because you mentioned that you have devices that are not capable for two point four for five gigahertz. So much better have a two network. And if you want to connect your phone, ma'am, or your this this computer, make it connected at five gigahertz, because it will provide you faster internet connection. Okay? Is there any other things you want to check? Okay. Yes. Yes. Yes, ma'am. Yes ma'am, but it's it's still it's still up to you, ma'am, if.
60:00
Speaker 1
Okay. Yes, I'll have to think about what to do, but thank you so much for your help. I do appreciate it. Um, okay. All right then. Yeah, thank you. Bye-bye. Thank you. Bye.
62:00
Speaker 2
if you just wanted to downgrade into Wi-Fi 6, just call tube and ask for that older device they have, which is compatible with the app. You're welcome. You're welcome, ma'am. You can call us back if you need further assistance. We're up until 9 p.m. for UK. Okay, thank you so much, ma'am. You're welcome and bye-bye.
62:00