V2 Rubric Detail — 3545313e-6e3c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:13
Duration
44m 31s
Contact
Richard Moirse
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134231
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall52.7% (+26.7)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered paid support, demonstrating proper resolution path judgment. Some troubleshooting was conducted, including reboot and reset, but key diagnostic steps were missed and no tools were used. The customer's low technical ability was not fully accommodated, leading to confusion and unresolved issues despite the agent’s persistence.

V1 Case Analysis

Customer reports no internet after power outage. Agent collected payment and performed factory reset, but Linksys SSID never appeared. No modem test performed. Advised to call ISP and call back. No resolution achieved.

Troubleshooting Steps
  • Collected customer contact and payment information.
  • Guided customer through power-cycling modem and router.
  • Performed factory reset using red reset button for 15 seconds.
  • Attempted to guide customer to connect to default 'Linksys' SSID on Windows PC.
  • Asked customer to check Wi-Fi on TV, but no SSID found.
Key Observations
  • Agent never identified or confirmed the router model number, violating core protocol.
  • No attempt was made to test internet connectivity directly at the modem, skipping Step 1 of universal_isp_modem_diagnostics.md.
  • Paid support was pushed and payment collected before any meaningful diagnostics, violating triage protocol.
  • After factory reset, agent failed to guide customer to access the local web interface (192.168.1.1 or myrouter.local) to verify setup.
  • Communication was disorganized, with long silences, repeated instructions, and failure to confirm customer understanding.
Positive Highlights
  • Agent correctly instructed a power-cycle of both modem and router [08:00–11:00].
  • Agent correctly described the factory reset procedure using the red button for 15 seconds [17:00–18:00].
  • Agent attempted to collect accurate customer contact and payment information [05:00–21:00].
Agent Errors / Gaps
  • Did not collect or confirm product model number at any point [00:00–44:00].
  • Assumed out-of-warranty status without performing a warranty lookup or citing registration [05:00].
  • Pushed paid support and collected payment before any diagnostic steps, violating basic triage protocol [05:00–21:00].
  • Failed to follow universal_isp_modem_diagnostics.md: did not test internet directly at the modem with Ethernet cable [08:00–43:00].
  • Did not guide customer to access the router's local web interface (http://192.168.1.1 or http://myrouter.local) after reset to begin setup [21:00–43:00].
  • Provided no actionable next step beyond 'call your ISP and call us back', leaving the customer without a clear path forward [44:00].
  • Misidentified the WPS button as not the reset button but failed to confirm the customer successfully located and used the red reset button [13:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports no internet and cannot see the Linksys Wi-Fi network after reset; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through power cycle and factory reset, which are valid initial steps per KB; however, failed to verify modem functionality, test speed at modem, or check for solid blue LED, limiting diagnostic progress.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered paid support per policy, which is the appropriate path; did not dismiss customer but provided a viable option.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no internet, Wi-Fi not visible) and asked if customer could see the network, but did not ask about ISP status, modem lights, or prior changes; root cause not isolated.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not attempt remote session, check admin interface, or guide customer to run a speed test; relied solely on verbal description despite need for verification.
T3 Met No misinformation conf 90%
Instructions given (reset 15 seconds, reboot order: modem first, router second) align with KB; correctly distinguished WPS from reset button.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control by guiding steps and confirming actions, but had long silences, unclear transitions, and failed to set expectations about process length.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'WPS button' and 'reset button' without simplifying, but did repeat instructions and confirm understanding at points; customer still struggled, indicating partial adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by processing payment, initiating setup, staying on call through technical struggles, and not transferring; only disengaged after customer expressed intent to contact ISP.
O2 Partially Met Proactive follow-through conf 75%
Agent told customer they could call back to continue, which is a next step, but did not specify timeline or proactive follow-up; minimal but present expectation setting.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was being actively worked, though unresolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration or prior efforts, but remained polite and patient throughout a challenging interaction with a low-tech customer.
X2 Partially Met Tone & rapport conf 80%
Agent repeated steps and adjusted phrasing slightly when customer struggled, but continued using technical terms without simplification; effort present but incomplete.
X3 Not Met Overall experience conf 90%
Customer repeated information (serial, name, email), struggled with unclear navigation steps, and experienced avoidable friction due to lack of visual guidance.
Call Transcript86 turns · 88 lines
Speaker 1
Ah yeah, I have no internet and I was told to call you people.
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, paid support may be available, depending on your issue. Please have your device's, serial nosedes and contact information ready. If unavailable, kindly call back later. For out of warranty product. Hi, thank you for calling Linksys. This is Joy. How can I help you today? All right. We have the serial number of your Linksys device, please.
00:00
Speaker 1
mill number is three oh one oh M 28 D. Oh, seven six eight six. It's uh axiom A. X. I. O. I. M. Technologies. Uh, wait a minute. I gotta look it up. I don't know it offhand. I got it right here though. Okay. My email address is uh,
01:00
Speaker 2
Who's your internet service provider? May I have your first and last name please? And lastly, your email address.
01:00
Speaker 1
my last is Moorse, M-O-R-S-E-O34. That A with a half a circle, three-quarters of a circle around it. I don't know what that's called. And it's gmail.com. That's gmail.com. Uh, it was between Thursday and Friday. I haven't had any any uh to that. There was a power outage. There was a power outage, yes. Okay. [silence]
02:00
Speaker 2
like do you have like some power outage or like electricity outage okay let me just check this. for just a moment. you
02:00
Speaker 1
Excuse me. I what's that now? I I can't understand you. [silence] Uh the what not button now? Get what name of my router. Oh on the router. It's a Wi-Fi name. You mean your router. It's uh Wi-Fi.
03:00
Speaker 2
All right, um, when you try to connect to your network, um, can you still see your Wi-Fi name as available networks? Can you still see the Wi-F name? Can you still see the Wi-Fi name of your router on the Wi-Fi settings? Can you still connect to it? On your Wi-Fi settings, you go to your Wi-Fi list, can you still see the network name of your router? Yeah, or your Wi-Fi name. Hmm.
03:00
Speaker 1
Lynx 07686. Not not that. I recall it says no. No in that says on my computer says you appear to be offline on my TV. It says no internet. No internet. nope. What have I done? I called Axiom and they put me through a few.
04:00
Speaker 2
Okay, I did you change it before or do you like give it a name before this issue happened? Okay, but when you try to connect to that network name, what does it shows? Like does it shows connected but no internet connection? Okay, I see. What should we Mm-hmm. Mm-hmm. Okay, I see. Um, what troubleshooting steps have you done so far trying to fix this one? Yeah.
04:00
Speaker 1
Yeah, steps and they gave me your number and told me to call you people that you would put me through a bunch of things. should take care of it. Okay. [silence] $15 an hour? Yeah, right. Yeah, yeah. I gotta have it done.
05:00
Speaker 2
Okay, I see because for this one, So it might be that your router went back to its default settings so you need to set it up again from scratch. But checking here on my end, your device is no longer under warranty, so we can no longer provide free technical support, but you can still avail of paid service that's $15 for an hour, but if not I can also send you an email instructions instead. That's for free. Yes, sir. So would you like to proceed with the $15
05:00
Speaker 1
Yeah, I guess so. I got no, I ain't got no choice. Run that by me again? It's, uh, like, uh, the letter R, my last name, M-O-R-S-E 0-3-4-8.
06:00
Speaker 2
Oh, okay. Let me just arrange the payment for you, just a moment. Um just to verify again your email address, M-O-I-R for Robert S for Sam E for Echo. [REDACTED_PAYMENT_DIGITS] at gmail.com. Correct.
06:00
Speaker 1
[silence] [silence] [ silence ] [silence]
07:00
Speaker 2
okay, [silence] so that's A for Apple and then your last name M-O-I-R-S-E-0-3-4-8@ [silence] gmail.com. [silence] ah, okay. M-O-I-S-E, okay. okay. Okay, got it. M-R. like gra ads. Okay. M-O-I-R-S-E. [silence]
07:00
Speaker 1
. I have not. No. let me uh let me try to what unplugged it? Okay. you wait a minute. it'll be a couple minutes.
08:00
Speaker 2
have you tried to like reboot your router again, plugging it and then plugging it back in. Have you tried that with your Internet service provider? Um, let's try to read through this. Mm-hmm. Yeah, unplug both your router and the modem. Okay. Okay. Mm-hmm. And then plug them both back in. Mm-hmm. Okay. And one time before you plug it back in on your router, just to make sure that you have that blue light on, and then that's all. [silence] Okay. Okay. Mm-hmm. Gonna plug that in again. [silence] Thank you. Okay. Bye-bye. [silence]
08:00
Speaker 1
Okay, I turned the power off to it. My modem. Hmm. Well, I don't know where it
09:00
Speaker 2
All right, And then after that, you turn on your modem first and wait for it to go online. Yeah. You turn it on first, and once it go online, you turn on the router.
09:00
Speaker 1
Uh turns on so uh let me look I'm looking Xcuse me uh uh are you okay uh okay so uh okay um Okay, the computer is just coming back on.
10:00
Speaker 2
Just use their power box. Just unplug them from the outlet and then plug them back in.
10:00
Speaker 1
yes yes i did see my computer still says you appear to be offline okay okay silence silence
11:00
Speaker 2
did you, like, um, unplug the router also? Okay. And if the modem will go online, you turn on your router, or you plug it back in? Um, yes, there will be no Internet connection yet, since we are still trying to reboot the modem and the router. so we will try to connect later once we.
11:00
Speaker 1
Okay. All right. I got two yellow lights. One is steady yellow and the other one is blinking. Then it's three, three lights right up, right up now. Yeah, it just appears to be offline. [silence] Hmm, I don't know. Oh, no, what? Yeah, yes, it's plugged in. There's a blue button on the back there. What is that? It got a reset button or something. [silence]
12:00
Speaker 2
and then you turn on the links as router, you turn on the links as router, you plug it back, okay. Uh that's the WPS button, not the reset. The reset button is the one at the uh the bottom of your router, the red one. When you like flip it over.
13:00
Speaker 1
[DOWNWEIGHT] I don't know. didn't get much here I'll tell ya. Okay. Yeah I don't know. It ain't it ain't doing nothing. It's didn't do the same. I'm gonna go for it. I'm gonna go for it and then read it and then this. I'm gonna go for it.
14:00
Speaker 2
So, if this one wants to work, we will proceed with resetting and reconfigure your router, then we'll be, we'll gather and we'll process the payment before we proceed to that.
14:00
Speaker 1
Uh, try what? Uh, it, it ain't doing nothing. It's, it's staying right the same. Yeah, says, uh, you appear to be off line. Try what now? Uh, uh, huh.
15:00
Speaker 2
Check if the internet will work or not. Try to connect to your network. Try to connect to linksys to your wifi. Still no internet connection, it says. But when you try to connect to wifi, um, try to click linksys. You go to your wifi settings, and then you click linksys setup. Or the wifi name of your router.
15:00
Speaker 1
yeah I'm saying that you're not connected to Wi-Fi network check your network the Wi-Fi network again huh Okay, just a second here. I'll be right with you. I'm gonna set this phone down for a minute. Yeah, I press the button, but I can't see it's doing anything. Let me see. Okay. Just a minute.
16:00
Speaker 2
So if you find your paperclip, or the pin, you press and hold the reset button for 15 seconds. Try to press and hold it for 15 seconds.
17:00
Speaker 1
okay I just held it yeah my computer still says you appear to be offline
18:00
Speaker 2
I'll go with umv I'm Gathering your um information I'm just a stop the recording for security purposes just a um May have the um card number please I
18:00
Speaker 1
What's that? My car number? For what? Car number of what now? What now? Car number on what? My, uh, credit card you mean or what? For my payment? Uh, you wait a minute. Just a minute, I'll get to get it out. [silence] Okay.
19:00
Speaker 2
Card number? Your card number? [silence] Or card number for the payment for the paid support? Before we proceed, [silence] Yeah, your card number. [silence] What card number are you using for your payment? [silence] Yeah, for the paid service for 1 hour, before we proceed. Okay. [silence]
19:00
Speaker 1
you ready? [REDACTED_PAYMENT_DIGITS] the expiration is the fifth month of [REDACTED_PAYMENT_DIGITS] once you read that number back, make sure you get the right number wrote down. my what? the security code is [REDACTED_PAYMENT_DIGITS]
20:00
Speaker 2
Yep. All right, and expiration month and year? And the security code. Security code. All right, and the email for the receipt would be Moyers0348@gmail.com. Correct?
20:00
Speaker 1
I'm off 0 for eight. Whatever that is, forward slash gmail.com. Yep. Now, I can't get it because I ain't online. So, okay.
21:00
Speaker 2
Amores0348@gmail.com. Okay. Alright. let me just charge this one and I'll be sending you the receipt to your email. Okay. Yeah. we can check that one later. So let me just send it first. All right. Email was sent. Okay. so we can proceed. So we will be using your laptop for the setup process. So since we reset the router, it will go back to its factory default settings. So let's connect your computer to the network name Linksys.
21:00
Speaker 1
Yeah, okay. Uh, do you want that password right now? That password on the bottom of the router is... Uh huh. I, I connect to what now? Uh, uh look. I got my Wi-Fi password.
22:00
Speaker 2
connect your computer to the wifi name linksys and if it will ask for a password the password would be at the bottom of your router the default password yes so that you can connect to linksys uh you type that in so that you can connect if it um you connect to linksys and then if it will ask for a password you type in the password that's at the bottom of the router you connect to the network name linksys can you see linksys on your wifi list
22:00
Speaker 1
What do I do now? No, there's nothing here. The computer is not working at all. TV isn't working. Uh, I don't know. I just guess I don't know how to go to my wifi settings, I guess, apparently. Uh, wait a minute. On TV, yeah, wifi settings, I can see that. Is that what you're saying? Okay. Uh, how do I get that up?
23:00
Speaker 2
When you try to connect to Linksys, is it asking for a password or no? [silence] Um, no, would you go to your computer? You go to your wifi settings first. Are you on your wifi settings? [silence] Um no, we will use your computer first. We will just connect your computer later. So we will work on your computer this thime.
23:00
Speaker 1
[silence] Uh boy. I don't know how to even do that. I'm not very good on these things. Oh, it's Windows I believe. Yes? What what what would it say? File explorer maybe? Yeah. Yes, as a search bar, yes.
24:00
Speaker 2
So, go to your settings or your computer settings and look for your Wi-Fi settings, [silence] which computer do you have? [silence] Do you have a Mac computer or a Windows computer? [silence] Windows. Okay. [silence] So, um, at the bottom of your screen, beside the Windows logo, there's a search icon there, right? Or a search bar. [silence] Can you see that? [silence] Yeah, like a search bar. [silence] Beside the Windows logo. [silence] Yeah. You type in, yeah, you type in regular settings.
24:00
Speaker 1
Uh, huh. type in the type in the what now? Wi-Fi, what? What do you mean? the Wi-Fi name of the fly fire password, or what? Oh, settings. Oh, see. let's see. okay, I typed that in huh?
25:00
Speaker 2
settings. Yeah.
25:00
Speaker 1
Well, I guess I don't know where to do that either. If so and settings, that's all. Oh, wait a minute, wait a minute, wait a minute. Huh? This is uh. Click on the Wi-Fi settings. Right.
26:00
Speaker 2
And then hit enter right after. Then what does it show? Does it give you the result for setting. It will show you like gear icon or setting system, icon. You double click on that one or open. No, when you type in the word. Setting on the search bar, it will show.
26:00
Speaker 1
Well, I've got a screen up here. It's got settings on it. It's got uh, Wi-Fi settings, mouse settings, Bluetooth and other device settings. Do I go into that or? No. Okay, Wi-Fi settings. Okay. I've clicked on the Wi-Fi settings. But it ain't doing anything. Okay. Okay, to the right of that, of the screen, it says Wi-Fi set, system settings, and it says open. Okay, I opened it. That says network and internet Wi-Fi.
27:00
Speaker 2
You see the settings app, right? Like a gear icon? [silence] Can you see that? You click on Wi-Fi settings. You double-click on Wi-Fi settings. Uh-huh. [silence] okay or you double click it to open it. Yeah, you open it.
27:00
Speaker 1
okay, this is 10 Wi-Fi back on manually, uh turn it back on. Correct. Click it back on. Okay. It's on. Okay. Show available networks. You want me to click on to that, right? Okay. It's not it's not doing anything. It's not doing anything. No, I don't This is show available network.
28:00
Speaker 2
Yeah, that's one you click on it. Yeah. Yeah, you turn on your white one. Yep. Yeah, you turn it on. And then, let me know if it will show you the available networks or managed available networks. Yeah. Yep. Yeah. Yep. And then, can you see the network? Can you see the network LinkedIn?
28:00
Speaker 1
networks but it's not it's not clicking on to it for some reason huh uh I guess not the the Wi-Fi is on and show available networks I click onto that and it it's not doing nothing uh below that it says manage known networks but it doesn't show any networks so [silence] it's got it's got that Wi-Fi I click that on below that it should show available network I click that on it didn't seem to do do anything below that it's got uh uh [silence] uh Rozicktown on
29:00
Speaker 2
Yeah. It's not loading up also. Hold on. It doesn't give you some list also for available networks. Mm-hmm.
29:00
Speaker 1
office. It says, no, manage known networks, add, remove and edit networks, hardware properties, ah, to the left of that, there is a bunch of names, uh, the system, Bluetooth and devices, network and internet. Is that the, is that what you're talking about? Right. Well, uh, [ silence ] [ silence ] [ silence ]
30:00
Speaker 2
But your Wi-Fi is already turned on, right? [silence] No. Uh when you click show available networks, it must show up a like Wi-Fi list. Can you look at the very bottom of your screen on the right side? Can you see a Wi-Fi um icon or Wi-Fi logo?
30:00
Speaker 1
no i i don't see nothing uh no i don't see nothing uh What is it? there's a globe there, but it says uh nowhere did it access. connection available. hit that. okay. okay. okay, now it come up. there's a thing up above there. says available, and then the right one. to the right is not connected. [silence] uh... it's uh, it shows uh, in blue, it's got available. to the right of that is in blue,
31:00
Speaker 2
Or like a globe icon. Globe. A globe icon. Yeah, can you click? Yes. Yeah, you hit that one, the globe icon. Okay. Does it show you like available list, Wi-Fi networks?
31:00
Speaker 1
is not connected to that is airplane mode. Hi. Okay, available. Wi-Fi is off. It says, screen come up. Okay, okay. Ha, it says no Wi-Fi networks found and it's it's blue, like it's working. Okay. Ah, there's, there's two, there's two. There's a Rossit Town office, and there's, away there, and away, away, uh, way, uh, way down, way down, there's more Wi-Fi settings.
32:00
Speaker 2
Okay, you click the available networks. You turn it on first. You turn on your Wi-Fi first. But there's no list of Wi-Fi network that you can connect to. There's no lynx's.
32:00
Speaker 1
Can I see the what? Uh. Like I said, it's got a Rossick town office, Netgear 20, and below that is more Wi-Fi settings. Uh oh. Oh, okay. It ain't doing anything. Reset the router? Unplug it then, right? Huh? The red button? Okay, the red.
33:00
Speaker 2
Can you see the wifi name Lynksys? The network name Lynksys. Click on more Wi-Fi settings. Can you um reset your router again. I think it was not properly reset that's why its network name is not showing up on the list. Yes. The red button. A no, do not unplug. Do not unplug. Yeah, you press and [silence]
33:00
Speaker 1
15 seconds. 15 seconds? Yeah, just a minute. Okay. Okay, yeah.
34:00
Speaker 2
[silence] Hold the red button, the one that's at the bottom, yes, make sure to use a pin or a pencil so that you can push it properly.
34:00
Speaker 1
Okay, I process that. What's that? Oh, wait two minutes. Just a... Hmm. Oh. Hmm.
35:00
Speaker 2
Okay, then let's just wait for it to boot up for, two minutes. Then, yes, then just check the Wi-Fi settings, just check the available networks if link sys will show up.
35:00
Speaker 1
Okay, I got a screen up here, and Alice is, uh, something about the Russia town office secured, enter the password. Excuse me? I can't remember. I don't know what it was. I live in the town of Arusik, that's all I know, but it, uh, it's his, uh, Rusik town office secured. And it shows look like a padlock. And below that, it says enter the password. Okay. Hit cancel.
36:00
Speaker 2
It doesn't say linksys.
36:00
Speaker 1
It says Netgear, the one down there. Okay, Netgear. Okay, let's see what happens here. What now? Oh, I've got to put in serial number. Um, I don't know what I did. I can't remember. I don't know. [silence]
37:00
Speaker 2
the wife I name like sis or the wife I name that you can see at the bottom of your router no the router the one that you gave me the J number what what what what device that you reset earlier? Is it a NAN device or a link sys router, the one that you gave me the serial number? Um which router are you holding right now? Is it a link sys
37:00
Speaker 1
Yeah, that, that, yeah, so I, yes, I pressed that button. Now, how are how do I do that now? Okay. And I see they got, I want to put up available here, available, right?
38:00
Speaker 2
is router the one that is that the one that you pressed the reset button the red one the red button at the bottom or at the back of it okay good and try to check again your wi-fi list on the available networks if the linksys name will show up on your computer um at the very bottom on the right corner you click on the globe icon or the wi-fi icon yes and make sure it's turned on [silence]
38:00
Speaker 1
Okay, it's all this is Wi-Fi and to the right, it's blue, is, uh, I think, what? Is that, is s of? That is other one. Yeah. Yeah. Down there is, uh, more Wi-Fi settings. is that anything to be concerned about or? [silence] [silence] [silence]
39:00
Speaker 2
[silence] [silence] yes. [silence] then check the available network. [silence] there's only one. [silence] is there any [silence] light gone? [silence] will you go on? [silence] kindly check at the back of your lease router? [silence] is there any lights on the port at the back? [silence] Mmm. [silence]
39:00
Speaker 1
One yellow light. It's internet. Internet below it. No, it's solid solid yellow. Uh-huh. It's it says no internet, TV is not connected to internet. Please check your Wi-Fi settings, it says on the TV.
40:00
Speaker 2
is it lit up, or like a blinking? I'll see.Okay. Solid yellow. Okay. But when you checked your TV, is the network name "linksys" available on the Wi-Fi list? [silence] when you check your Wi-Fi settings on the TV, kindly check if you can if there is linksys on the available networks. [silence]
40:00
Speaker 1
Well, it got it on this is, uh, available networks, it, it's got Wi-Fi lit up, then it's got other options, click connect, add new network. That's on the TV I'm looking at now. Well, like I said, it's got Wi-Fi and it's lit up, it's blue, below that it says available networks. It says it's got a thing that says add new network. So.
41:00
Speaker 2
okay so there's no link since also okay umm do you have like extra ethernet cable um
41:00
Speaker 1
Uh, no. Uh, we'll see. Uh, what what? I gotta, I gotta I ho I hooked uh Axium put me in a line, all right? For my computer. And off that box that they give me, I got a hold of my, uh, uh telephone, uh television company that I'm through, and they give me a box to hook into the box that Axium had given me so I can get TV on it. [silence] [ silence ] So, I've got [ silence ]
42:00
Speaker 2
do you have like an extra ethernet cable so that we can connect your computer wired to the router? because if the network name linkages will not show up, then we cannot set up your router. Yeah.
42:00
Speaker 1
Two boxes sitting there. I got one from Axiom, which is my internet connection. And I've got a box from Links, which is for my TV, I believe it is. But I haven't got any light. I haven't got, uh, internet or I haven't got TV. Yes. Correct. Right. Uh-huh. Yeah. Uh-huh. Yeah, uh, I've pressed the reset button. Uh, uh, I haven't got any internet at all, so
43:00
Speaker 2
yeah cuz your TV is using Wi-Fi correct that's what we are trying to fix right now to set up the router again but the network name is not showing up on the list did you make sure that like you pressed the reset button on the router properly the red one right not the blue one
43:00
Speaker 1
I'm wondering if I go to call back to my uh, Axiom and see what's going on there.
44:00
Speaker 2
um yeah you can call them back to make sure and then you can feel free to call us back to continue with your troubleshooting all right you're welcome Sarah you have a good day bye
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