V2 Rubric Detail — 34b819cc-6444-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:45
Duration
122m 49s
Contact
Larry Johnson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00132806
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Line Release — Agent disconnected the call and promised a callback that was never fulfilled, violating protocol.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue, provided technically inaccurate instructions unsupported by Linksys policies, and ultimately abandoned the call without follow-up. Despite correct handling of warranty status, the interaction was marred by poor communication, lack of tool appropriateness, and a failure to escalate or maintain ownership, culminating in a Line Release violation.

V1 Case Analysis

Customer unable to get internet on MR2000 router; multiple troubleshooting steps performed (modem verification, router reset, admin page access, Wi-Fi rename, ping test, firmware flash attempt, IP changes, time-zone fix) but internet remained unavailable. Agent directed customer to incorrect firmware URL (links.com) and provided invalid IP configuration steps. Callback scheduled.

Troubleshooting Steps
  • Verified ISP modem status and internet connectivity via Wi-Fi to modem.
  • Power-cycled router and checked LED status.
  • Accessed router admin page (myrouter.local) and logged in with default admin credentials.
  • Renamed SSID and changed Wi-Fi password.
  • Ran ping diagnostics to google.com (successful) and cnn.com (failed).
  • Attempted firmware update via incorrect URL (links.com).
  • Rebooted ISP 5G modem.
  • Adjusted time zone and date settings.
  • Tried changing router LAN IP address (invalid).
  • Disabled SPI firewall protection and filter anonymous internet requests without cause.
Key Observations
  • Agent never confirmed the exact product model early in the call.
  • Agent directed customer to access 'links.com' instead of 'support.linksys.com' or 'www.linksys.com/support', which is an unsupported and potentially unsafe domain.
  • Agent instructed customer to disable SPI firewall protection without diagnosing a firewall-related issue, reducing network security.
  • Agent provided incorrect URL sequence (https://192.168.1.1/fwupdate.html) for firmware recovery, which is not standard procedure for MR2000.
  • Agent suggested changing the router's LAN IP address to an invalid scheme (10.x.x.x), causing errors.
  • Call control was poor; long silences, repeated instructions, and frequent topic jumps without confirmation of outcomes.
  • Despite many attempts, the root cause (likely ISP or hardware fault) was not isolated.
Positive Highlights
  • Agent verified that the ISP modem was providing internet before proceeding [03:00-05:00].
  • Performed a successful ping test to google.com, indicating the router could reach the internet at that moment [17:00-18:00].
  • Correctly identified the need to verify modem functionality as the upstream source of internet [02:00-03:00].
Agent Errors / Gaps
  • Did not ask for or verify the product model/serial number at the start.
  • Assumed default admin password "admin" instead of confirming the label password.
  • Suggested changing the router's LAN IP address to an invalid scheme (10.x.x.x), causing errors.
  • Guided the customer through a manual firmware upload via incorrect URL (links.com), which is unsupported and unsafe.
  • Repeatedly switched between unrelated troubleshooting paths (ping, firmware, IP change) without confirming outcome of each.
  • Failed to provide a clear, actionable next step beyond a vague callback.
  • Directed customer to disable SPI firewall protection without cause, reducing network security.
  • Provided incorrect firmware recovery URL (https://192.168.1.1/fwupdate.html), which is not standard for MR2000.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remained with 'connected, no internet' throughout and after the call; no working internet connection was ever established.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent performed ping tests and speed tests, showing diagnostic intent, but skipped critical steps like checking WAN status and bypassing router to test modem directly.
R3 Met Correct resolution path conf 95%
Agent correctly acknowledged device was out-of-warranty and discontinued, yet offered one-time best-effort support instead of dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptoms (no internet) and ran pings, but failed to logically isolate the issue between modem, router, or configuration.
T2 Not Met Appropriate tools / resources used conf 96%
Agent instructed unsupported actions: manual firmware upload via browser URL and arbitrary IP subnet change — neither are valid per Linksys documentation.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect guidance: claiming firmware can be manually uploaded, suggesting 10.10.1.1 as valid LAN IP without justification, and misstating WPA2 security mode options.
Communication
C1 Not Met Clear & professional language conf 92%
Call featured long silences, abrupt transitions, and agent lost control during firmware reflash attempt and IP change; no clear framing of process.
C2 Not Met Confirmed understanding conf 91%
Agent used inconsistent terminology (e.g., 'links page', 'C.A.'), gave complex instructions without comprehension checks, and failed to adapt to customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent stayed on the case and attempted multiple fixes, but abandoned the call without resolution or handoff, breaking ownership.
O2 Not Met Proactive follow-through conf 94%
Agent promised a callback in 10–15 minutes but disconnected and never followed up, leaving no next steps or timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this was the first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 88%
After extensive failed troubleshooting on an out-of-warranty device with persistent connectivity failure, agent should have escalated to engineering or advanced support but did not.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent briefly acknowledged frustration ('I understand your frustration') but otherwise remained transactional and showed no sustained empathy.
X2 Not Met Tone & rapport conf 92%
Agent used a rigid, technical tone throughout, ignored customer confusion (e.g., 'you lost me'), and allowed the call to become disjointed and overwhelming.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat Wi-Fi reconnections, redo settings, and re-download firmware due to agent errors, significantly increasing effort.
Call Transcript175 turns · 188 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Paul from Linksys's customer assurance team. May I speak to Larry? Okay, so yeah, your case has been escalated to other. So I'm doing a follow-up call regarding your concerns about your Linksys device and buy device. Is this is the best time for us like to work with this case regarding your router? Okay, good. Okay. So just want to confirm, sir, you have successfully configured the router, but you cannot go online? Yeah, connected to it, right? Via wired or yeah via Wi-Fi. Okay. But no internet. Okay. So before we proceed, let me inform you ahead, sir, that this device is already a discontinued device and upon checking your receipt, sir, I believe you purchased.
00:00
Speaker 2
[silence]
00:00
Speaker 1
So, in case your device is proving defective, then we will not be able to replace the device. Okay? And also, so the device is not valid for, yeah, it's already outside of its warranty period. However, since you purchased this one, like, uh recently, on yard sale, then we can provide you a support, just for, like, uh just a one-time support for this device. Is that okay with you? That's what we can, that's the least thing that we can do, uh, regarding your device. We can provide you like a one-time support. But if the device is proven defective, then we will not be able to process, our replacement for your device. Okay? All right. So, yeah, let's proceed, sir. So, I just want to confirm, sir. Your modem is this, uh 5G modem, right? This TMOM G5AR 5G Home and [silence] Internet gateway. 5G modem. Okay. So, before we proceed, sir, were you, are you able to get online, sir? Connected via Wi-Fi? Yeah. Connected to your 5G modem via Wi-Fi. To the 5G modem. You mean you can connect via Wi-Fi to the modem. Yes. To the 5G modem, sir. Yes, sir. So, the router, sir, only depends its connection from the modem. So, you need to make sure first that you can go online, connected to the modem via wired or wireless. Yeah, please double-check. You happy? Yeah, because the router, sir, only depends, yeah, from the modem. If the modem is online, then, yeah, you can make the router work. But if the modem is not working, then the router will not work as well. So, it's all,
01:00
Speaker 2
Right, right, Yeah, if I can, uh, I can connect to it, to the modem, uh, I'm trying to get my router, Yeah, to the modem. Uh, that's why I'm trying to get the router for the, if I, uh, Yeah, the
02:00
Speaker 1
it is the modem is your source of the internet. Yes, sir. Do you, can you try to connect yourself first via Wi-Fi to your modem and see if you can access internet website? Yeah, check first if you have internet coming from the modem via Wi-Fi.
03:00
Speaker 2
right, I'm trying to get the router to connect, So, uh, okay, listers. Okay, I'm going to, uh, let's go, one, oop, long one.
03:00
Speaker 1
Yeah and do you have internet connection sir? Can you play videos on YouTube? Yeah, you can't connect. No, it's not an issue. Um um um that. How about the internet connection? Can you play videos on YouTube? Okay. So maybe which port on the modem is the your router connected? Yeah, which port number? Because I believe your modem has two internet ports. Near 5G. Yeah, which port? On the first one. Oh, okay. Can you try to plug in your cable to the other port on your modem? Yeah, just switch that connection.
04:00
Speaker 2
Yeah, I'm connected. No problem with the internet. Uh, I'm I'm on YouTube now. Yeah, it has two internet ports. I'm in . I'm in the first one. One.
05:00
Speaker 1
okay what's currently the status light on the router right now Did it flash is it flashing Paltry can you try to unplug the router from power yeah just unplug it leave it unplugged for 10 seconds okay and plugin back to power okay then can you tell me the light behavior on all the links router
06:00
Speaker 2
Okay. It's still blue. Yeah. Yeah. It's flashing. Then it went solid. Okay. Okay. It is blinking blue. [silence]
06:00
Speaker 1
Okay, how is your what's the last other slide of the router? Uh mark. Okay, just give it some time. Okay, what's the status light right now sir? Did it blink red, sir? [silence]
07:00
Speaker 2
it's still blinking uh it stopped blinking solid blue [silence] it's still blinking blue [silence] Is your date been going?
07:00
Speaker 1
when you're going to get to the module and then turn solid blue I see okay can you try so like to unplug the Ethernet cable from the Linksys router let's try to check first the light behavior of the router just unplug the Ethernet cable on the back of the router so just power and the router up for now let's try to check for the light first on the router the behavior of the light oh no no do not disconnect the power sir just the Ethernet cable at the back
08:00
Speaker 2
it blinked it started blinking uh it blinked about five or six times and then turned solid blue Okay, disconnect them the power as well? Okay, it's blinking red
08:00
Speaker 1
Okay. So it's just blinking red right now. So it looks like that the router is actually following the correct sequence. Yeah, can you Repo the Ethernet cable to the router? Okay. Yeah, please plug it back. Okay, then wait for the light to turns back to solid blue. Okay, did it went back to solid blue? Okay.
09:00
Speaker 2
Uh huh. Okay. Plugging it back into okay, okay. Not yet. I
09:00
Speaker 1
silence
10:00
Speaker 2
Hold on one second.
10:00
Speaker 1
Okay. Can you do, try to check her or can you connect her to the Linksys, what's the, Linksys Wi-Fi name? Yeah, please connect to the Linksys Wi-Fi name. Yeah, I believe it's Linksys set up. 226 now, can you connect your laptop to it? Yeah, let me know if you are connected to that Linksys name.
11:00
Speaker 2
See in here? It's solid blue. All right. Uh, let's go in here. Two, two, six. [silence]
11:00
Speaker 1
Yeah. Okay. Um, okay. Yeah, it's try to access first the set-up page of the router, okay? So, on your computer, sir, please launch Chrome, the browser. Okay. Then, on the address bar, please type my router.local.
12:00
Speaker 2
Hold on one. It says connected, no internet. Okay.
12:00
Speaker 1
Local. Well, local, L-O-C-A-L. Press enter. What can you see on the screen? Oh. Okay, double click sir. On the picture of two phones. Just double click the pictures. Oh. Okay, is it asking for router password? Okay, yeah, type admin, sir, all in lowercase.
13:00
Speaker 2
. Okay. L O C a okay. Okay. I see a cell phone. It says, uh, download the. Okay. Okay, um and it says sign. Yes. [silence]
13:00
Speaker 1
okay then on the are we on the setup page now of the router okay good they also on the links and smart Wi-Fi page please click on connectivity yeah connectivity the other connectivity page or please click on internet settings Then, on [silence]
14:00
Speaker 2
a d m i text Okay'red. [ silence ] It says, link smart Wi-Fi. Okay. Connectivity. Okay. [ silence ]
14:00
Speaker 1
On the internet settings page. okay ipv4 what's that type of internet connection? you have there sir that connection type is it automatic configuration date cp or dp oe what? the what? yeah the ipv4 what's that? type yeah the connection type? dHCP? Okay. so after that one sir please click on okay just click on okay. click on okay then click on trouble shooting.
15:00
Speaker 2
1. yep Yeah four six connect four see okay it says automatic configuration your hold on please automatic configuration wait for it to finish good static IP Mhm.
15:00
Speaker 1
Yes, under troubleshooting page, click on diagnostics. Then under diagnostics page, what's the internet address on IPv4? Okay, thank you. So, yeah, thank you very much for the information. Then under IP address line box, okay, yeah, on the IP and or host name box, please type in there,
16:00
Speaker 2
Okay, Troubleshooting, diagnosis.
16:00
Speaker 1
Yes, google.com [ silence ] yes, then after that [ silence ] click on start to ping [ silence ] okay, then you should receive a reply [ silence ] yeah, what's that reply says? [ silence ] yeah, what's yeah, what's that reply sir? [ silence ] yeah, the ping www.google.com [ silence ] is at 40 bytes from the numbers
17:00
Speaker 2
J-O-O-G-L-E.c-O-M. Okay. Start ping. It says ping in details. It's going going through. It says five package transmitted, five package received. Okay, you got 40 bytes from uh 142.250.114.139.
17:00
Speaker 1
Then replace the I P or host name to CNN.com. Yeah, like the news network. See if we get reply. really yeah then it's that the same ping. Tom, four GB, from than the IP. Um, yeah, so essentially, you are on so that's the case pleasure. that
19:00
Speaker 2
okay CNN.com ping 151.101.195.5 right 40 40 bytes from silencel 10 from silencel 15 minutes to Timine out from Timine out from Timine out from Timine out from Timine out from silence
19:00
Speaker 1
you are actually working so it's being ping a website. So, yeah, that means it's actually online. Can you click on OK? Yeah, close the troubleshooting page. Yeah, please close the troubleshooting page. Then, on the main link is Linksys Smart Wi-Fi page on the main page. I know what's the network status. Uh, OK, so that means the modem. I mean, the rounder is actually open, sir. OK, yeah, can you click on Wi-Fi settings? Yeah, please click on Wi-Fi settings. [silence] [silence]
20:00
Speaker 2
uh okay device they're connected it says this device has a green check then it says router connected then it says there's a green check for internet it
20:00
Speaker 1
Okay, then Wi-Fi name, sir. I believe the default there is Linksys, right? Okay, so please change Yeah, please change that Linksys name, sir to something else. Yeah, something unique. Yes, make sure it is different from the modem's Wi-Fi name. Yeah, something unique. Yeah, uh yeah, your name will do. And the Wi-Fi password, also personalize it.
21:00
Speaker 2
Settings. Uh huh. Setup 2, 2, 6. Something unique. I'll use my name. Why not? Okay. [silence]
21:00
Speaker 1
yeah the Wi-Fi password okay how was that are you finished silence assigning password then after you enter or change your Wi-Fi password sir, change the security mode to wpa Wp a to points personnel. Oh, no. Wp a to points mode points personnel.
22:00
Speaker 2
Okay. Uh-huh. It says WPA 2 personal. WPA Uh okay. Okay. It says WPA 2/WPA 3 mix personnel. Then it's WPA 3 personal WPA 2 personal. Enhanced open only open and enhance. Password has to be at least 88 characters.
23:00
Speaker 1
yeah just continue sir yes then after that sir please check your phone if it can detect the new Wi-Fi name that you just created then once detected try to connect oh Okay. can you see the Wi Fi name you created on your phone? Yeah, connect to that nameset.
25:00
Speaker 2
Let me see. There we go. Yeah. Yeah, I see that. Let's see. I'm entering my password now.
26:00
Speaker 1
Can you try no internet? Can you try to visit website on your phone? Check if he have internet access. Despite that message.
27:00
Speaker 2
this is the quality of your internet it says uh internet may not be available. it says connected with no no that's on my phone. let me go um
27:00
Speaker 1
uh any website will do sir maybe you can try CNN dot com or yeah whatever whatever website any will do let's try CNN dot com since that that is the one that we tried to ping earlier [silence]
28:00
Speaker 2
THKS, what's the website? Oh. And. And.
28:00
Speaker 1
How is it going, sir?
29:00
Speaker 2
slow. Ego and a multichannel.
29:00
Speaker 1
How's it going, sir? Do you have the options, sir? Yeah, just continue on.
30:00
Speaker 2
It... it's searching. It says this site doesn't support secure connection. I see. Continue to site.
30:00
Speaker 1
Try different websites or maybe youtube.com or other website.
31:00
Speaker 2
It says, site cannot be reached.
31:00
Speaker 1
Yeah. Is that on your phone, sir? On the phone? Can you... Can you... Yeah, can you try connecting your phone, sir? Yes.
32:00
Speaker 2
it. Says server IP address can't be found. checking the connection, checking the proxy firewall and secure DNS is enabled. actually. No. Um. Let let me try on my phone.
32:00
Speaker 1
How's your fun, sir? Is it able to connect to the Wi-Fi other its already connected to the new name? Yeah, make sure it is with no. I see. Okay, can we go back, sir, to your laptop to the links of speech? [silence]
34:00
Speaker 2
Hmm. No. It's got a little question mark by by the the Wi-Fi. Uh, yeah, it's it's connected to the to the name that I that I put on here. Let me see what it says. It says connected with connected without internet.
34:00
Speaker 1
Yeah, we got the links, this page.
35:00
Speaker 2
Okay. Okay I'm in Wi-Fi City. I'll just put Okay. Click on which one. [silence]
35:00
Speaker 1
Yeah, C.A., Charlie Alpha on the bottom of the page. Yeah, on the bottom of the Linksys smart Wi-Fi page. Yeah, there's C.A. Yeah, click that one, then after you click on C.A., click on Wi-Fi settings. Okay, then other Wi-Fi settings, sir? Yeah. So, right, can you see this there, sir? The two gigahertz band and the five gigahertz band, yeah, two different separate Wi-Fi names. Yeah. Okay, can you click on show more option below?
36:00
Speaker 2
okay. okay Wi-Fi sitting. No, it's it's the it's the same name.
36:00
Speaker 1
You have a show more option? Yeah. under wireless under wireless. You can see your WiFi name and WiFi password, right? And also security mode. Then below that says, can you see the text uh show more? How about on the left hand side, sir? Show more or show less. Can you see it? Yeah. Can you click on it, sir?
37:00
Speaker 2
Uh, no, I don't. It says wireless. Right. Now it says okay, cancel or apply. Okay, let's see. Now it says view, uh, view and change security configurations.
37:00
Speaker 1
Yeah, what are the options that you can see now? Can you see the... firewall? Uh, no, sir. I, have you, oh, by the way, sir, I believe we are on the security tab. Can you click on cancel, sir? Yeah, please click on cancel. Yeah, we are not on the right screen. Yeah, click cancel. Then after you click on cancel, click again on Wi-Fi settings.
38:00
Speaker 2
This just says, it just says, firewall, firewall, firewall of VPN pass-through, BP, Okay. Okay. Okay. Wi-Fi settings. Okay, this, this is wildly misbehaved, it's so slow. It's not, it's below, okay. [silence].
38:00
Speaker 1
Uh, no, okay, under wifi settings, sir? What can you see? So, you have there the wifi name, right? Hmm. Uh, no, hmm Hmm. How about below circuit? Yes. Yes, yeah, go ahead go ahead.
39:00
Speaker 2
I'm looking at wireless Mac filtering Wi-Fi protected setup advance. It is kind of 2.0 G band Wi-Fi bandwidth across from the bandwidth there is 2.40 gigabyped. It's on and then underneath is says on and then we have the 2 Wi-Fi password broadcasting SSID and say yes. Channel and says
39:00
Speaker 1
Yes, okay, it didn't save. So the Wi-Fi password is just the same. Yeah, change it to LarryFive. Yes, apply. Yeah, 2.4G ten. Just leave it as is. Sir, so what's the current name of 2.4g? So just leave the current name as is, only change the 5G.
41:00
Speaker 2
you it's a okay changes the layer five okay I had layer 55 okay and then apply so we leaving the for the 2.4 is still five five leaving layer 55 or changes okay
41:00
Speaker 1
then after you click on apply click on OK the purpose only putting the remove access but we have two options that we have two options that we have two options like on our regular shooting like are you finished saving the settings or applying the changes OK OK so while waiting sir, can you go to wifi settings? Yeah? Yeah viewers? That works then check, sir, if you can see the Larry five wifi name. Yeah? The new name that we just created.
42:00
Speaker 2
Okay. [silence] It says [silence] it's waiting. [silence]
42:00
Speaker 1
let see if you can see that, name, okay, okay, can you connect to that wifi name, sir, yeah, connect to that, new wifi name, then if it asks for the password, you just type in your, wifi password, [silence] okay.
43:00
Speaker 2
Yeah, I see that there's five.
43:00
Speaker 1
How about your laptop, so is it connected as well with new internet? Yeah, try your laptop, connect it to five gigs. Yes, yes. So, uh, thank you again for answering my phone, Peter. So, uh, that would be our articulation stats, okay? Yeah, go for it. But if you're able to make it work then that's great, and if it doesn't work it doesn't need to go down.
44:00
Speaker 2
five.
44:00
Speaker 1
Don't worry. So, I understand your frustration, even if I am having a device that I don't understand. Still no input, right? Try do check or see if you can access any website. Even though you are getting that message. My name again is Eric. Your level two technician and our website number primary seven. How about I say it again for you? And help me, you check it later. [silence] It's okay. [silence] Okay. So, right? To be Airy.
45:00
Speaker 2
It says connected. No internet. Okay, let's see here. Let's try YouTube. Well, the YouTube came up.
45:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] okay, [silence] [silence] yeah. [silence] [silence] [silence] [silence] how's it going, sir? is it able to play it? [silence]
46:00
Speaker 2
Yeah, this, this YouTube, let me see something here. Um, it's searching. Let's see here. Um, No, I didn't. Let's see. Refresh. No, it wouldn't.
46:00
Speaker 1
okay can you try to connect again sir? connect back your oh wait let me let me just can you go back to the linkages page first yeah go back to the linkages page yeah let me know if you are back to that linkages page okay then on the linkages page please yeah close that wireless window okay then go click on connectivity then under connectivity screen okay and the Firmware update uh firmware section click click on details and can you tell me what's the firmware version? Okay, got it Okay? saved
48:00
Speaker 2
nope. go back to the. let me close that out. uh huh. okay. It says initiate, alternate admin password. Okay. You said go to connectivity. Okay. Okay. Basics, we got...[silence]
48:00
Speaker 1
Yeah, on the right hand side there's the yeah, on the right hand side you have the firmware update or the router firmware update section. Oh, no, do not click on section. Can you tell me what's that current version? about the can you see the comment version or do you have there the details option? Hmm. Can you tell me the firmware version? Yeah, what's the it for more version you up there? [silence]
51:00
Speaker 2
Okay. Amended pass. Okay. Check for updates. Okay across from the uh admit password. It says firmware update. It's got automatic uh check for updates. Uh okay details uh the the version
51:00
Speaker 1
[silence]
52:00
Speaker 2
1.5. 5. 2 1 0 1 6 6. MR 2000 series. So I need to
52:00
Speaker 1
Mhm. Yeah, connect your phone I mean your laptop to the modem. Yes to the modems Wi-Fi. Okay. Try to connect it to the modems Wi-Fi. Okay, so once connected to the modems Wi-Fi,
53:00
Speaker 2
so let me go back and go back to the mold to the the network okay okay okay
53:00
Speaker 1
Other brows it or... please open a browser another tab just open another tab sir then on the address bar sir please type this address OK alright so on the address bar sir please type in there speed test dot net okay speedtest.net then after that sir please click on go Jack click on Go then after clicking goes sir yeah it
54:00
Speaker 2
[silence] Okay, I'm ready. speed. N-E-G. Okay. Okay, if it, uh, this is, wants to uh, know your location. Uh, yeah. Uh, what else did it just do?
54:00
Speaker 1
The podcast, I don't need to just run the no need to download sir just run the Quick למה זה? yeah higher than expected. I know be fear how to analyze the [silence] I want you to hear how to schedule the message.
56:00
Speaker 2
Okay. This is uh, add the extensions to Chrome download. Uh, okay. The download, uh, M I'll click on go. Okay.
56:00
Speaker 1
83.92 about the upload so you actually have like a decent speed here okay so okay so just on yeah that same windows yeah try to access yeah please access linkst.com which download the firmware okay go to linkst.com [silence] yeah just on the same window just overwrite speedtest.net yeah replace it with linksys downloading the firmware
57:00
Speaker 2
download is 83.92 it's a 90.24 wait a minute hold on you said is it the same
57:00
Speaker 1
Okay. I okay so just close the speed test dot NET window then open another tab and type link and type links dot com. Yeah access link доступна dot com website. Yeah, link dot com.
58:00
Speaker 2
somebody worse worse says find your next ISP with speed test help okay you say type in another I is.
58:00
Speaker 1
S.Y.S. Linksys Lin kSys dot com. [the search box] okay, are we now on the [the Linskis page] [silence] okay, please click on support support [silence] okay, then under supports sir, type on the search box [some] [search type on the search box
59:00
Speaker 2
Calling J. okay. uh-huh.
59:00
Speaker 1
[silence] please type in your search box MR2000 or mr2000. Yes, accept cookies MR2000 or mr2000 then press enter. Okay, then are we routed to mr2000 support
60:00
Speaker 2
why am I not clicking? No I'm clicking on support. Do I need to accept cookies? Okay that's why it wasn't letting me click on support and the keyword is MRI. Okay.
60:00
Speaker 1
Okay, so scroll it down sir, to the bottom. Look for downloads, documents and user guides. Okay, then under downloads, documents and user guides, look for firmware. Okay, and then after you click on download. We have to download the firmware. Mhm. So after the download, sir, please reconnect your laptop to the Linksys wifi name. to larry wifi name. Yeah, to the one that we created.
61:00
Speaker 2
uh-huh. Okay. Okay. It's downloading. Download it complete. Okay.
61:00
Speaker 1
did earlier yeah to the links page ok okay then after that sir please go back to the linksis page yeah my router local [silence]
62:00
Speaker 2
Larry five. It says connected, but no internet. So, go back to the lens this. Uh,
62:00
Speaker 1
yeah or just types of my or just reaccess your router.local [silence] router [silence] you
63:00
Speaker 2
links. Uh
63:00
Speaker 1
mm-hmm then enter we're now sir on the links page you're back to the links page okay so is it yeah is that set to enabled sir okay it's off all right uh just close that window sir please close it uh yeah please close the connectivity screen or yeah that priority screen after closing it there
64:00
Speaker 2
Okay, it says, priority, mm-hmm. It says prop, Uh, we, we, let's see, we are prioritizing your device based on the speed of, calculating, recs, set, that little bar is off. This
64:00
Speaker 1
Click on security, click on security, okay.
65:00
Speaker 2
Security. Security, okay. Wait a minute, hold on, you lost me. Say that again. Uh-huh. Okay, uncheck it, okay.
65:00
Speaker 1
Yeah, IPv 4. yes yes yes leave, uncheck can six. So uncheck IPv 4 SPI firewall protection and filter anonymous internet request. [Yawn]. Uncheck both and click on apply to save the changes. then click on OK. Yes Then after you click on okay so Can you open another tab then check if you can access the internet
66:00
Speaker 2
I see no require check ok apply.
66:00
Speaker 1
yeah try to access maybe youtube.com or any website yeah any website yeah much better the youtube sir because it doesn't have a cash or cash page but you can check other website also where you can try hm so same thing okay [silence]
67:00
Speaker 2
after, we say and the website. let's see what we do though we're here.
67:00
Speaker 1
Okay. Okay. So that means you are still offline. Okay. So let's try this one sir. Okay, let's reflash the firmware of the router. So on the router's page. Click click on click on cancel and click please go back to connectivity. Oh, bud. uh before you click on connectivity, sir. please click first uh c on the bottom of the page. Yeah, just close the connectivity screen. Then click on C at the bottom of the page. After clicking C click on connectivity. Then on the connectivity screen. On the firmware update section. Okay, click on choose file.
68:00
Speaker 2
Okay. Ooh, I need to go back, Dan. Okay, C A Okay.
69:00
Speaker 1
On the firmware? Yes. Can you see? Uh, no, no, sir. Choose file. Yes, choose file. Click that option, then after you click on choose file, it will bring up, it will open a box. Okay, then go to downloads, then locate, yeah, please locate the firmware that we downloaded earlier. Yeah, the file name is FW underscore MR-2000. Yes, yeah, select it. Yes, click on open. Then after you click on open, click on start.
70:00
Speaker 2
under, or under firmware, check updates, oh, okay uh manual, choose file okay xxx no, okay, and open
70:00
Speaker 1
to start the we flash. okay it is it yes proceed okay so yeah while waiting sir Oh Oh yeah can you click on try again
71:00
Speaker 2
waiting wait a minute come on now I did choose file then start update firmware yes okay installing firmware okay it says unexpected error firmware firmware update did not complete successful please try again [silence]
71:00
Speaker 1
I think that there but, okay unexpected error can you try to? Okay because it's. Okay let's try this one sir. Okay so on the address bars sir can you type this address? Okay
72:00
Speaker 2
They're still saying the same thing uh unexpectedly uh. Uh-huh.
72:00
Speaker 1
so on the address bar Y. please type https Https Henry Tango Tango Peter Shera T T P S T T P S then colon yeah then forward slash forward slash forward slash f f 1 9 2.168
73:00
Speaker 2
HTTPS HTTPS okay. Slash up upload.
73:00
Speaker 1
so that's H yeah 192.168.1.1 okay correct then forward slash FW update.update UPD yeah okay
74:00
Speaker 2
Wait a minute, hold on.
74:00
Speaker 1
A.T.E.U.P update.html.htm.tango.h-vl.h-vl.t it should be T T for tango yes okay so it should so the link should be h-t-t-p-s colon forward slash forward slash 192.168.1-49.107.166
75:00
Speaker 2
CE enter UP HOLY POOP hold on, update, dot, HTML. HTML had beat est.
75:00
Speaker 1
. one. one forward slash fw update.html, then press enter. Yes. That HTML. Then press enter. Okay. What can you see on the screen right now? Can you have a, what you call it, an option below that says click on advanced? On the button there. On the right side.
76:00
Speaker 2
The HTML says Privacy Error. It says the hackers might be trying to steal your information from one 92. um and it's asking to supervisor @live.com
76:00
Speaker 1
Yeah, it shouldn't be the one.
77:00
Speaker 2
wait a minute. Oh. let's do this again. let's do this again. let's do this again.
77:00
Speaker 1
yes
78:00
Speaker 2
localhost forward slash forward slash 192.168.1.1 forward slash fw.htm forward slash fw.htm
78:00
Speaker 1
then press enter. is that okay just click on advance. yeah click on advance then proceed or continue to this website. Okay. yeah usernames are like the word admin then for the password admin all in lowercase then password same thing admin
79:00
Speaker 2
M. L. It says your connection is not private. It's still saying the same thing. OK advanced. OK. OK sign in. A user name. A D M I N. A D. M I N.
79:00
Speaker 1
Mhm. Admin. Okay, so for the password, is it admin, a-d-m-i-n, still all in lowercase? Lowercase, okay. Click on choose file. Then, same things are, locate, yeah, please locate the fw underscore mr2000 file. Yeah, click on downloads. Yes, similarly. After you click on open, click on start. Thank you. All right. Okay, got it.
80:00
Speaker 2
firmware update, admit, password, choose file, yeah okay choose file, and then open, wait a minute, it says... Uh... after I choose file,...
80:00
Speaker 1
Yeah, click on update. Click the update button, sir, at least, at least, two times, making sure that it's updating. now what what happens company screen. Huh. Yeah, that's great. Just give it some time, sir. Yeah, after you click on update, yeah, so the page will just leave as is. Yeah, that's great. Yes.
81:00
Speaker 2
Open. So it says, at the bottom, update. Are you updating? Nothing, it's just... I chose.
81:00
Speaker 1
give it some time and can you observe the light on the router see if it's flashing blue yeah just give it some time and about the links page yeah what what does it say now can you click on update really
82:00
Speaker 2
[silence] uh nothing right now. [silence] What is going on? Okay. Still searching. It's searching. Okay. It says results error. Upgrade failed. [silence]
82:00
Speaker 1
Let's try this one, sir. Can you try, sir, like to reboot the VR or the T-Mobile modem. Yeah, the 5G modem. Try to turn it off for give it 30 seconds. Back on. Yes. And while you're doing the reboot, sir. Yeah, on the 5G modem, sir, may I please this call on hold. Just give me two to three minutes. I just have to check something on my end and I'll be right back. Okay? Yeah, just stay on the line, sir. Do not release the call. Okay? Yeah, well, waiting. [silence]
84:00
Speaker 2
and turn. Oh. Okay. Okay I'm going to. [silence]
84:00
Speaker 1
Well, okay,
93:00
Speaker 2
uh-huh. Well, I just plugged it back I just plugged it back Let me get him in here. [silence]
93:00
Speaker 1
Okay, yes, on the red because we reboot the modem. Yeah, that's expected. But you say, is your device still connected to the larry Wi Fi name right now? Okay, can you double check again if it's still connected to that name? Okay, while waiting for the modem. Okay, can you double check sir like the date and time that you're that is showing on your device? Yeah, is it the correct time like date and time? [silence]
94:00
Speaker 2
know it's all real okay yep it's still connected it is strong
94:00
Speaker 1
you are connected to the router. Yeah, on the laptop or phone. Yeah, well, yes. Is that the correct time? And also, sir, the date and year. So, that's the correct one. And the year, is it 2026? Okay, yeah. Yeah, because I checked the time because sometimes, yeah, time can affect the connections. you know, then can you go to, then can you try to disconnect and reconnect to Wi-Fi, sir? See if you have internet. Yeah, this again.
95:00
Speaker 2
uh, on the, on the lap, on, on, on the laptop, the time is uh, 521. yes uh, the date is June 9. uh, no it don't tell me uh, yeah uh, 2026, yup. I had to click on the, click on the day. Okay. it's solid, on the router is solid blue. let me go back.
95:00
Speaker 1
disconnect and reconnect. Hmm. Yeah, then just reconnect. Same thing. Okay. Can you go back to the linksys page? Yeah, to the linksys page to the myrouter.local page.
96:00
Speaker 2
see let's see we're going to disconnect still says connected no internet go back to see here
96:00
Speaker 1
okay how is it I be back to that link ss page yeah my router that local okay so on the my router that local page okay click on connectivity then under connectivity page please click on under basics double check sir the time zone yeah what's that time zone you have there is that the correct one yeah is that the correct time zone sir is that you correct your time zone yeah yeah can you change it there yeah look for anything yeah see
97:00
Speaker 2
Okay. Mm-hmm. Okay. It says Pacific time, USA and Canada. No, actually, I'm Central.
97:00
Speaker 1
Central Time, USA and Canada. Yasok Central Time. Make sure to select that correct time zone. Yeah, Íf you are on Central Time, you select Central. Then, after you've selected your correct time zone, you say click apply. Okay, so after you've you select the correct time zone, please click on local network. [silence]
98:00
Speaker 2
[silence] hear you. Got to find it first. Itself. Lentile. Central. [silence] Here we go. [silence]
98:00
Speaker 1
mm-hmm. yes. then under Local Network, you, yeah, you click on Edit next to router details. Click on Edit. Then for IP address, okay, so the default there, sir, is 192.168.1.1, right? So change it to 10, then 10, then 1. So 10 on the first box, 10 on the second, mm-hmm. 10 on the third, then 1 on the last box. Then on the right-hand side for the start IP address, change it to 10.
99:00
Speaker 2
let's see apply okay okay okay uh-huh uh-huh uh-huh [silence]1 10 one okay
99:00
Speaker 1
Yeah, the third the third box. Change it to 10 and click on apply. Just leave the fourth box as is. Just the third box. Mhm. Yeah, 10, 10, 10, 100 for the start IP address. Yes. Correct. Then click on apply. Yes please.
100:00
Speaker 2
So it'll be ten, ten, ten. Come on now. And the IP address is 10.10.101, correct? Apply. It says, IP address cannot be valid.
100:00
Speaker 1
uh, okay. So So it didn't save. Okay, try this one, sir. So try changing the third box on the IP address. So from 10, change it to one. So that's 10.10.1.1. Okay, then start IP address change the third box to one. Instead of 10, change the third box to one. Yeah, just one. one. One. Yes. Then apply.
101:00
Speaker 2
So, I'll be. So the IP address is 10.10. Okay. Okay, and then start the IP addresses 10.10.1.10 or
101:00
Speaker 1
That you do, yeah, 110, yeah, 110. So for start IP address, 1010 or 10100, yeah, something like that. Then click on Apply. What happens after you click on Apply?
102:00
Speaker 2
Okay. Okay. And waiting. Hmm. It's still searching. Let the, uh...
102:00
Speaker 1
Yeah I think it will go searching though. Try to refresh the page yeah just retry my router dot local yeah you might lost the page since we changed the IP address. yes yes i'm here sir i'm sorry i'm taking a minute try to check sorry if you have internet [silence]
103:00
Speaker 2
Okay.
103:00
Speaker 1
Okay? Try to disconnected from Wi-Fi sir, then reconnect. Yeah, just disconnect from Wi-Fi, then reconnect.
104:00
Speaker 2
okay so let's do this nope that didn't work
104:00
Speaker 1
So your device will obtain the new IP address. Yeah, just disconnect the laptop. Then reconnect. Yeah, that will do. Off and on. And make sure it's reconnected to Larry. Yeah, to your WiFi name. same thing. Yeah try to access YouTube that comes up. Let's see if you can access.
105:00
Speaker 2
Okay, turn the Wi-Fi off. And then turn it back on. Okay. Larry Fives. It says connected with no internet.
105:00
Speaker 1
watched the Alright so can you go back to the links page okay then on the links page sir
106:00
Speaker 2
Nope, same thing. Okay. [silence]
106:00
Speaker 1
So, what are we going to do next, sir? Is we'll try first to reset the router via the web interface. Okay? If this doesn't work, sir, then will try to do what we call the recovery reset, see if that will work. Okay, so back to the links, please click on the Troubleshooting page.
107:00
Speaker 2
I'm listening
107:00
Speaker 1
Mhm, then under troubleshooting page. Okay click on diagnostics. Okay
108:00
Speaker 2
Okay, troubleshooting. Hold on one second. [silence]
108:00
Speaker 1
Hello. Is are you still with me? Hello. [silence] Hello. Hello everybody on the other line. I don't know I think I'm connected. And I will call you back after 10 to 15 minutes.
121:00