V2 Rubric Detail — 37712a6a-6c04-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:27
Duration
67m 51s
Contact
David Lizama
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134088
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300_device reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall84.8% (+48.8)

V2 Grader Summary

The agent correctly handled out-of-warranty protocol, performed accurate troubleshooting, and restored basic router functionality with internet access. However, the primary customer concern — getting the Arlo base station and cameras online — was not fully resolved despite attempted guidance, resulting in a partial resolution. Technical accuracy and ownership were strong, but follow-up and final outcome were incomplete.

V1 Case Analysis

Customer reports EA-7300 router not providing internet after switching from Starlink router. Out-of-warranty; agent offered paid-connect, performed factory reset, attempted Wi-Fi configuration, but internet remained down. Arlo base station offline.

Troubleshooting Steps
  • Collected model, serial, email, and phone.
  • Offered paid-connect service for out-of-warranty device.
  • Instructed customer to perform a factory reset (30-second hold on red reset button).
  • Guided customer to connect to the router's Wi-Fi SSID and attempt to access the admin page via 192.168.1.1 / myrouter.local.
  • Assisted with connecting a Brother printer to the Wi-Fi network.
Key Observations
  • Agent skipped basic WAN troubleshooting (modem reboot, ISP verification) before offering paid support.
  • Provided multiple incorrect URLs (e.g., '192.924', 'HTTTPS', missing slashes) between [30:00]–[32:00], preventing access to the router UI.
  • Failed to verify if the router obtained a WAN IP after reset, a critical step for Internet/WAN Setup issues.
  • Did not escalate or provide a clear next step after the paid session failed to resolve the issue.
Positive Highlights
  • Collected essential device information (model, serial, email, phone) and created a case record.
  • Clearly communicated the out-of-warranty status and the cost of paid-connect service.
  • Successfully guided the customer to connect a Brother printer to the Wi-Fi network, demonstrating some hands-on support capability.
Agent Errors / Gaps
  • Skipped initial troubleshooting steps (power-cycle modem/router, verify WAN connection) before offering paid support.
  • Provided incorrect or garbled URLs (e.g., "192.924", "HTTTPS", missing slashes) between [30:00]–[32:00], leading to customer confusion and failed access attempts.
  • Did not confirm whether the router obtained a WAN IP after reset, nor checked ISP status or CGNAT (common with Starlink).
  • Failed to set a clear next-step or escalation path after the paid-connect session did not resolve the issue.
  • Misguided the customer by suggesting internet was working because YouTube loaded on the laptop, without verifying the router’s actual WAN status or IP assignment.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed router had internet and connected printer/laptop, but failed to resolve the core issue: Arlo base station and cameras remained offline despite troubleshooting attempts.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through factory reset, Wi-Fi reconnection, accessing local UI (192.168.1.1), and verifying internet access on multiple devices.
R3 Met Correct resolution path conf 90%
Correctly identified device (EA7300) as out of warranty, offered paid support with clear explanation of scope and cost, and proceeded with appropriate troubleshooting.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Identified symptom (devices disconnected after power outage), asked about LED status and Wi-Fi visibility, diagnosed need for reset due to configuration mismatch after ISP router change.
T2 Met Appropriate tools / resources used conf 80%
Used correct diagnostic path (reset, local access, connectivity test); no advanced tools required or missing for this L1 issue.
T3 Met No misinformation conf 95%
All technical instructions accurate: reset duration (30 sec), button locations (red reset, blue WPS), default login (myrouter.local), and network behavior post-reset.
Communication
C1 Met Clear & professional language conf 85%
Set clear expectations about paid support, maintained control during setup steps, managed transitions between devices, and kept call on track despite interruptions.
C2 Partially Met Confirmed understanding conf 80%
Adapted language for non-technical user but gave overly complex URL instructions (typing HTTPS manually); did not confirm understanding when customer struggled with browser access.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership, did not transfer, completed payment process, and stayed on call for full troubleshooting session.
O2 Partially Met Proactive follow-through conf 75%
Provided immediate next steps (reset, wait, reconnect), but did not establish follow-up plan or timeline after Arlo issues persisted.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Correctly determined escalation not needed — issue was resolvable at L1 with reset and reconfiguration steps within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted; issue was within L1 resolution capability.
Customer Experience
X1 Met Customer effort minimised conf 90%
Demonstrated empathy by acknowledging customer's eye surgery, used patient tone, remained polite even during technical difficulties and background interruptions.
X2 Partially Met Tone & rapport conf 75%
Attempted to match customer’s pace but occasionally rushed into next steps without confirming comprehension, especially during browser navigation.
X3 Partially Met Overall experience conf 80%
Customer repeated actions (typing URLs, reconnecting) that could have been simplified; agent could have suggested incognito mode earlier to avoid cache issues.
Call Transcript119 turns · 125 lines
Speaker 1
Mm-hmm.
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. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products,
00:00
Speaker 1
Oh yes ma'am um I do have a Linksys um router that is connected to my um Sterling uh Wi-Fi, and the uh sorry you too what is it behind, me I don't know man and let me something moved something moved. let me and somehow it quit working uh some of the stuff that is connected to it. Uh is that something that you guys can help me to check if if the links is it still good or it's not good anymore.
01:00
Speaker 2
paid support option may be available depending on the issue. [silence] Thank you for calling Lingues. This is El Hokini. Hello. [silence] Mm-hmm. [silence] Okay. Yeah, we can double check that one.
01:00
Speaker 1
okay the serial number it is 1 9 T as in Tom 1 0 S as in Sam 0 1 8 0 4 5 1 9
02:00
Speaker 2
Okay.
02:00
Speaker 1
Yes, that is correct. Yes, ma'am. My email. Yes, it's d a. [silence].
03:00
Speaker 2
19 Tango 10 SAM 01804519. Okay, thank you so much, let me just pull that one up here. And your internet service provider there is Starlink, right? Okay, okay, and let me create a case ticket for sir before we move forward with your concern for documentation purposes, can I have sir an email? Yes, email address sir for record purposes.
03:00
Speaker 1
like from David, A, from Apple, L is in Lima. I a in a code. Q Seng Tom. I a in India. 1980, gmail.com. David... CZA. Lezama.
04:00
Speaker 2
[KEEP_UNCERTAIN] Thank you so much for and first and last name. How do you spell the last name, sir? Bama? Okay. And this is the best callback number in case the call gets disconnected, the one that ends in six six, seven four. Okay. So let me double check.
04:00
Speaker 1
How can I tell that? OK, let me look at it again. What would I need to look for again? Yes, that is correct. Yeah, so let me give you a little bit of background. Yesterday, it was a power outage.
05:00
Speaker 2
That one here. You have. Sir, the model EA-7300, right? I It's at the bottom of the Linksys router. Sir, where you. found the serial number? Okay. Uh, the model number sir. Because based on our system, it's showing as the model number EA-7300. Okay. Thank you so much. So you've mentioned sir that most of the devices that connected to the Wi-Fi got disconnected? Hmm.
05:00
Speaker 1
Okay. And then, the, the router for the internet, for Starlink, went bad. So, I switched the router for a new one that I have over here. And then, I have the camera system hooked, so it goes, one wire, it goes from that link, from that Starlink little box, to the Linksys. And then from the Linksys, it goes one wire for the cameras, for, you know, for everything else. Pretty much, I guess it will distribute the internet, right? Throughout the house. And, but that one is not working, so. [silence] I didn't he quit working the cameras, everything quit working. So I don't know if since I changed that router for the start lane, I need to do something on the sync or the sync's also went back. Oh, I don't know. That's what I need some help with. Yes. Yes.
06:00
Speaker 2
okay. but you but can you still see? okay. oh sorry. sorry go ahead. but but the but the main source is still Link still right? you just change router with link. okay. all right. because for this one for the EA 7300 you connected it with link right now. [silence]
07:00
Speaker 1
on the top?
08:00
Speaker 2
Okay. All right. And then, um, do you still, um, do you see any lights at the top of the Linksys? [silence] Yes, sir, do you see any lights, if it's solid white, blinking white? [silence] Mm [silence] Supposedly, it should be like green at the back. Um, well, what we can try, sir, for this one, um, do you still see the Wi-Fi name that you have configured on this router before for the Linksys?
08:00
Speaker 1
for the uh for the uh for the even well when where should I see that so that would be the uh the uh I don't remember but in the back of that lens us it's got the lens a wireless network and the uh password so I don't think we have to change that so still the same
09:00
Speaker 2
and not uh not not the Starlink sir this this router the EA 7300 do you see the WiFi name of it? Because for this one sir um if you've used this one before supposedly um I think you have already created a different WiFi name. Um Are you do you still remember? Uh-huh. Ah, okay, but you can see that Linksys is on the available networks of your device. You can see uh you you cannot see that one or do you have that one available showing? Uh
09:00
Speaker 1
How can I do that? Where can where can I see that? Okay, let me ask you this. It says, Okay, Linsey's. Okay, okay, I see that it link is. For example, on my phone, right? On my phone. On my solo phone? Yeah. Yeah, I I I it shows Linsey. Yes. Yes. It says, yeah. Do I need to do the password? Okay. Give me one second. Sorry, because I have an eye surgery and it's hard for me to read.
10:00
Speaker 2
[silence] Go to your Wi-Fi. This one here is plugged in, right? This one is turned on. Yes, on your phone. Supposedly, yes, you should see linksingo. 04519. Okay, so that means that you can put the default password there. Yes, you can try if you can connect. You can take your time, sir.
10:00
Speaker 1
Maybe it's our empty... Our MMT show. I think it's talking... Okay, so it says that the synopsys is connected now. Okay. This, this is what... it says, no internet connection, yes.
11:00
Speaker 2
Okay. So, since you're connected, SI was saying, um. Is it. Is it saying no Internet connection or? Monster. Okay.
11:00
Speaker 1
mhm Okay. How can I do that?
12:00
Speaker 2
[DOWNWEIGHT] one before and then you have a new router from um Starlink, you need uh to re to reset and then re configure this router uh in order for it to connect to your internet service providers service connection. So, um, but at least you're able to see the Wi-Fi name and then you're still able to connect even if there's no internet. So that means this router is still working. So you just need to reset and then uh that this one up. So with that one, um with that one I can provide you two options before I provide uh before before we go through with the uh process. So, um, since the device is out of warranty, we can go with the paid connect. Uh that is our one time support for out of warranty devices because um, usually we no longer provide um, free technical assistance over the phone for out of warranty. Uh, but um, if you want to walk you us over the phone, we do have a paid connect that is $15.00 for 60 minutes.
12:00
Speaker 1
Okay. Yeah I guess. You say 1515? How, how hard is to contact them? Yeah.
13:00
Speaker 2
We can go without one if you'd like to reset and then reconfigure this. uh yes 1 5, sir. However, uh you can also try to um I can also send you an email step-by-step that you can try first. And if you have hard time, you can give us a call back, then we'll proceed with the $15. So, would you like to try the email first on your own? Or we we can go with the page connect right away. Uh that depends, sir. But usually once you reset and then reconfigure it, you'll be able to set it up. No problem. If there's no error occurred. Would you like to try the email? We can also [silence]
13:00
Speaker 1
Yeah, let me. Yeah, I need you. Go ahead and help me cuz I need to get this one up and going.
14:00
Speaker 2
will proceed with the paid connect, so which one would you prefer? However, um, just to set an expectation sir with our paid connect, um, our paid connect is non refundable and it, um, it's not going to be a guarantee, but we will walk you through the whole process and we'll do possible for the troubleshooting if needed to set up the router. And then, that is plain troubleshoot shooting only. And if in case, um, yeah, there's no replacement if possible. But so far, the hardware is good with this one. We just need to reset and then set it up again. Okay. All right. So, we'll go, sir, with the paid connect and then let me pull up my tools here. So, we'll we'll, well, before we proceed with the troubleshooting,
14:00
Speaker 1
okay. Yes. yes. Yes. Yes. Yes, I do have internet on the suck. Yes, because I have other other other things that are working with the with the internet.
15:00
Speaker 2
We'll go with the paid click first. So let me just finish this ticket here. This is your best callback number, right? The one that ends in uh it's 432-994-6674. All right. But so far sir, your Starlink is now properly working. Do you have internet on the Starlink right? Okay. [silence]
15:00
Speaker 1
Yes, because this is this is the reason Uh, you know, I have the Arlo cameras and the Ring cameras and they are wired to this Linksys And I don't know I'm sorry [silence] It's only one port [silence] Mm-hmm [silence] exactly
16:00
Speaker 2
but you still want to use the Wi-Fi of the links is instead of the Wi-Fi of the StarLink. Oh, okay. Yeah, I guess I guess you have only few ports available on the StarLink sir, right? Okay. Alright. So that's why you want to use this one. So you can wire the cameras on the linksies. All right. Okay. Alright. um yeah for that one So um yeah before you So I'll be gathering [silence]
16:00
Speaker 1
okay okay David Lizama 4 7 4 4 7 3 0 0 [silence] 08141886 sorry. 0728680 golf. I think.
17:00
Speaker 2
Thank you so much and card um expiration and then Code sir. Thank you so much so let me just add that one here. Okay so with your permission sir I'm going to charge the $[REDACTED_PAYMENT_DIGITS] now the [REDACTED_PAYMENT_DIGITS] okay. All right All right So I have successfully charged sir the $[REDACTED_PAYMENT_DIGITS] I'm going to send you as well a copy of the receipt let me just um send it to you email.
18:00
Speaker 1
[silence]
19:00
Speaker 2
Okay, we'll be able to receive now, sir, a copy of the, um, receipt. So, I'll get you back to our recorded lines, sir, so I can proceed with the troubleshooting. All right. Okay, so, for the, uh, Linksys router, sir, so, you're now on a, recorded line. So, for the Linksys router, um, is it connected to the Starlink? Okay, so, I need you to grab, sir, a push pin or a paper clip, and then, I want you to locate the reset button of the Linksys router.
19:00
Speaker 1
There is a green, there is a green, I mean a red button and a blue, what is the blue for? So, so I don't need to touch that. Just just press it. Okay.
20:00
Speaker 2
All right, and then, uh, press and hold the reset, The blue one, sir, is for the WPS. In case you have a WPS, um, in case you have a device that a that has WPS only, so that is where, um, you can use to connect the WPS device to the router without entering the Wi-Fi password. Yes, no need to touch that one, sir, just the to the um, just the red button that has a label reset. So press and hold. Yes, press and hold. Press and hold it for 30 seconds.
20:00
Speaker 1
And let it go? I think it's 30 seconds. Okay. [ silence ] [ silence ] [ silence ] [ silence ]
21:00
Speaker 2
let it go after like 30 seconds yes okay you can let it go now sir and then let's give it like three minutes to properly boot up and then we'll proceed sir with the setup from the star link sir you have a cable connected at the back of the linksys routers internet port right the yellow one that is where you connect the cable from the star link
21:00
Speaker 1
Yes. From the little box with the sticker, I have one wire, one Ethernet cable that it goes where it says Internet marked in the back of the Linksys stuff. [silence] No, I don't see anything. And the only thing that is on top is the name, you know, Linksys, but it doesn't blink anything. [silence]
22:00
Speaker 2
Okay.
22:00
Speaker 1
I have, for example, my Arlo Cam
23:00
Speaker 2
And what device do you have available by the way, sir? What device that we can use for the setup? Laptop, phone, tablet? [silence]
23:00
Speaker 1
yes scanner or my printer, which one? Yeah, yeah I have my, my laptop, yeah, my laptop, it, it did have an, um, Okay. yeah. So, my, um, my computer, my computer had, um, an, I don't know, I guess it connected straight to the main router, you know what I mean? The main router from the
24:00
Speaker 2
uh...mmm away side from that one sir besides d cameras and the printer like you have like um laptop tablet or other phone that we can use? But can we use your laptop right now, sir? We will just use it for the setup of the EA 7300. Can we use it for now? All right.
24:00
Speaker 1
benson from Blinkz is I mean not from Blinkz it's from the uh. yes yes Wi-Fi yeah on my computer okay I have two links is links is 04 19 and links is 04 19 on uh dash 5 GHC which one do I need to connect okay [silence] Blink is yes hello there [silence] Tami is you either one but Blinkz is one is just the 2.4 [silence] Ghz and links is one is the 2.4 and the 5 gigahertz for 5 [silence] gigabit per second so for the better connections links is one [silence] that's the 2.4 and the 5 gigahertz so you should be able to find it when you look at your cards and they might not be connected close together they might be like links is zero Blinkz is one and a little bit of a space links is two Blinkz is one five GHC because there's already a zero Blinkz one but yeah okay [silence] I'm doing that [silence] ok I got it now thank you [silence] you're welcome
25:00
Speaker 2
From the Starlink, possible service. So um so um I want you to, is it connected wired or? Wi-Fi? Is it using Wi-Fi only? Okay, so go to um go to your settings sir. Um go to Wi-Fi and then I need you to connect to link C04519 on your computer, yes. On your laptop. Uh just the regular one sir, the 04519.
25:00
Speaker 1
Es password. Which password do I need to do? OK, let me take a picture of it. big OK. OK. it says connected.
26:00
Speaker 2
The Wi-Fi password that you have at the bottom of the Linksys. Aight and then open the browser.
26:00
Speaker 1
um yeah okay uh my router ad loco okay uh gay okay okay uh Yeah uh uh uh This is how to use it
27:00
Speaker 2
Do you have Chrome as a browser? Okay, let's open that one. Right, and then on the address bar sir, not on the search bar, just on the address bar at the top, where you usually type the website. Can you type there my-router.local or period and then local, and then Enter. And then, what do you have?
27:00
Speaker 1
... open browser it took me to my router that local is a custom local web address trouble shooting what what what do i what do i do i need to do i need to open another thing okay i'll have the new tab what do i need to type
28:00
Speaker 2
I'm sorry sir, what's your option? Okay. Can you? Okay. Can you try Sir 192.168 that one, that one? Um. That. Uh, you can delete the one that's at the top. And then replace it, or just open a new page for your new tab.
28:00
Speaker 1
192. 168. Okay, and then head what search? Yeah. On the top, yeah. And it says... Yeah, and it pops start link, you are connected to start link, that's what it says.
29:00
Speaker 2
192.168.1.1, thisser, but um, you type it on the type A URL, right? At the top. So, it's 192.168.1.1, right? Okay, so it's showing us Starlink. All right. Um, this one, thisser, um, still on Chrome,
29:00
Speaker 1
OK, so x8. OK Okay. OK You're talking about the two periods?
30:00
Speaker 2
Click, open a new page again. And then on the address bar or type a URL box, type there H T T P. So that's hotel, Tango, yes, H4, yeah, H4 Hotel. Yes, H T T P. So it's hotel, Tango, Tango Peter. and then S, for Sam. Um colon. Yeah, the two periods there, colon.
30:00
Speaker 1
Okay. Okay. My router that local. It says allow Google Chrome helper to find the base. Hijo, sustiane. Me that door. I'm on the phone, trying to fix something. What? I'm sorry, ma'am.
31:00
Speaker 2
And then two forward slash. And then 192.924. https colon forward slash forward slash my router dot local. Kindly, I'll. Proceed on that one, sir. What's your option on that one? sir. [silence]
31:00
Speaker 1
Oh, it's like it's something like loading, it doesn't show anything. Yeah.
32:00
Speaker 2
Okay. Is it still like loading? Okay.
32:00
Speaker 1
[silence] it told me it says this site can be reached. okay. okay. yes.
33:00
Speaker 2
Okay, sir. on Chrome sir, you have like a three dots on the upper right hand corner, right? can you select that one? and then you have, sir, new tab, new window and then new incognito window, right?
33:00
Speaker 1
okay my router. Yeah
34:00
Speaker 2
in incognito window. And then type the same thing, sir. And then type the same thing. HtTPs: yes my router: local. [silence] What do you have, sir? Is it still loading? [silence]
34:00
Speaker 1
Yes. Oh, let's see. It says that it's connected, yeah. [silence] Yeah, it's still loading. That's weird because I'm able to open, if I open another thing, uh,
35:00
Speaker 2
Okay. Can you double check sir if your laptop is still connected to linksys-04-15-9? Still connected? Okay. Oah. Still loading sir? Okay.
35:00
Speaker 1
I can open something else. For example. Should I try to open my Gmail right now with that Lindsay? OK. On incognito, right? Yes, it popped up. That says for example, um, or Paratums. OK, yeah, it worked. It opened.
36:00
Speaker 2
What do you mean you can open something else, sir? Like can, okay. Mm, how about YouTube sir, instead of Gmail? Can you try YouTube? On incognito still, yes. So you have internet now on the link is 04519, okay. Um, can you try other device just to make sure let's connect it to link is 04519? Sorry. I can google, search it. I can search flip. Flip 4519, okay. So, uh, as long as the internet is working on your device, it should be good now. Yeah, the only thing is that the smart TV is not turning on and I did reset it. How do I troubleshoot smart TV? Um, let's try connecting this, uh, friend. First, let's try connecting. connecting. I want to connect again, okay? Let's try with the device that I want. Let's try with the smart TV itself. Hey, TV. Okay, cancel cancel. Okay, let's turn on the TV now. Okay, let's change the input. Let's go to source. Internet is working on your device. Okay, so the TV is on now.
36:00
Speaker 1
How can we do it on my printer for example? It's a brother. Uh, but, yeah, the model is F.S.M. Mary F.S.Frank C.S. Charlie l. l. 2700d.W. Mm-hmm.
37:00
Speaker 2
On your printer. What's your printer? Brother. DW. Printer. Okay. So, I guess you have said to go to
37:00
Speaker 1
Yeah, one thing. Yeah, let me. Okay. So, what I have over here is, do I need to go on the menu?
38:00
Speaker 2
to sorry . try to go to your settings here I think you have an option for settings, right? On the printer because you have like a screen panel, OK. [silence] Let me guess. You have to go to the menu.
38:00
Speaker 1
Okay. So I got menu, it says general setup, fax, copy, printer, printer reports, network, machine info, initial setup, where do I need to go? Okay. Okay, well, I have the, I have the little thing where I can press Wi-Fi. That's what you want me to do? It says hook or redial options, or copy, site, facts scan.
39:00
Speaker 2
gotta go to settings. Do you have, sir, below that option, sir, do you have options below for shortcuts and then the Wi-Fi icons and then like a like a tools. Uh, not that Wi-Fi sir. Beside the Wi-Fi, like a like a.
39:00
Speaker 1
shortcut, shortcut, shortcut, no, I don't see a shortcut. It says network over here. Is not the same? No, right. Network? Okay. And then it says wireless LAN. That's one option. The only one is WLAN and the only one is Wi-Fi direct. And the other one is network reset. And it goes back to wireless LAN. Okay.
40:00
Speaker 2
do you see shortcuts below? oh, okay. but can you see this? um, do you have an option to tap the Wi-Fi network? Sir? Select network. No, we can't. Yes, let's select that work. Um, go third two Wi-Fi direct.
40:00
Speaker 1
It says, uh, push button. So it, and it says pin code, manual, group owner, device info, status info, EF enabled, push button. Which one do I do? Yeah, I do. Right now it's, it, it's not, it doesn't have any color, but I need to push it if I need to.
41:00
Speaker 2
and I think you have to use 30 let me check you do you have a button for Wi-Fi what color is that one? sir okay let me just double check the printer here [silence]
41:00
Speaker 1
let me see, oh man. Hold on, I need to go back on the menu. Fax, copy, print, print per side net, it says, wire, LAN and W L A N. Do you want me to click that? Okay, it says, TCP/IP, WLAN assistant, setup wizard, WPS, with PIN code. If there is any [silence]
42:00
Speaker 2
yes.
42:00
Speaker 1
And W. It goes back to. MAC address. Set up to default. [silence] Select DCP/IP. [silence] Yeah, set up wizard. Yeah, click that. Okay. It says one for on and two for off. [silence] Which one do I need to do? One for on and two for off. [silence] Just put one. Yeah. [silence] I didn't hear anything. [silence]
43:00
Speaker 2
Okay, select sir, I think you have passed already the option. Select Setup wizard. No sir, not the TCP slash IP. The setup wizard, you, you are able to find the setup wizard above that one or try to scroll more down. Yes, select that one sir. Sorry sir, sorry, which your option, again one? Yes, we have to turn it on.
43:00
Speaker 1
okay it's searching SSID yeah now it says it show me show me the link should I click okay okay yes what is the network key okay so the same password okay oh how can I do that oh so I guess I need to
44:00
Speaker 2
Okay, that's good. we're there. It will show as SSID of access points once done searching. I want you to look for the Okay. yes. Select the, the link 04519, and then it will ask for a network key. That is the password here underneath the Lin-cycle router. The default Wi-Fi password. For the same one Wi-Fi password, yes. I guess it will pop up like a keyboard.
44:00
Speaker 1
Mhm. But, okay. So how can I move it so you can keep typing? I put the first letter, then I put the second one, R and M. Like, I don't know how to uh says one.
45:00
Speaker 2
okay do you have more options on the keyboard You you need to move it
45:00
Speaker 1
apply one four yes and two for no, I guess one right? it says connecting connected printed yes yes let me see right now okay let's see if I can scan let's do this that would be easy for me oh
47:00
Speaker 2
Yes, sir We have to apply it Yes, that's good so that means that your printer successfully connected can You check if it's working? If you can print do you know sir? Do you know how to, you know, check if it's working if we can print? Okay. Okay
47:00
Speaker 1
scams. OK, Yeah.
48:00
Speaker 2
All right, that's good. Set up. Let's try sir- let's try your camera. Let's see if they're working. Okay. We still have more time, so no worries. Okay. How does your look next- how does your look next, wired or Wi-Fi?
49:00
Speaker 1
This Yes. So let me see. I'm trying to see if I can okay it says internet connection, cellular change connection. Continue. And then I need to connect wireless. So this [silence] It says connecting, but, uh, uh, it takes time, I guess, to upload or whatever. Um. Um. Um. with a problem here, we have another line Tomorrow Jose to Dallas.,... [silence] So it's still saying connecting to the internet [silence] over here, but it's not actually going anywhere. [silence] It says WiFi connection error. [silence] Should I try it again? [silence] Okay, this is... So... So do I need to connect it to WiFi or to linksys? [silence] I haven't seen... [silence] Uh
50:00
Speaker 2
Yes sir, but for your Arlo, have you tried to reset the Arlo camera so we can reconnect it to the Wi-Fi of the Linksys again before, you have to connect it to the link's 04519.
52:00
Speaker 1
Okay, it says enter the password. Enter your wifi password. Which wifi password is it? The one for lynx is right. So I'm connecting it to that to the lynx. Because I was thinking that the lynx is was only working as a
53:00
Speaker 2
Yes, the one that's on the links is the one that you used earlier on the printer, that's still the same. Yeah.
53:00
Speaker 1
switch you know what I'm talking about? it says error oh cause they're still it shows two links it's links his 045 19 let me try again and says and
54:00
Speaker 2
Ah, okay. Uh, no, sir. This is actually a standalone router, so you have options to connect it to wired and Wi-Fi. You have to you have to connect it only sir to 000000000000 04:59
54:00
Speaker 1
Oh, okay. Okay, I put the password for that one.
55:00
Speaker 2
are required and compatible to connect with a 2.4. So, your 2.4 is the regular network, which is the link C 0 4 5 1 9 only. Okay.
55:00
Speaker 1
let me see uh Uh, I'm just saying connected. It's actually not connecting to it. Uh, but because everything is independently. And uh before, cuz the cameras, uh the cameras, let me, if the cameras were working straight to Wi-Fi. Okay, this, this base station, it was hooked because it has to, it has to be to straight to the, uh, to the router. My question is, if it, if it needs to, one, one, one, cuz the cameras are, a straight with the Wi-Fi with the, uh, different than the links is, it's not through links is, it's through the Wi-Fi. [silence]
56:00
Speaker 2
I think you have to reset the camera, sir. Maybe we need to reset the camera and then reconnect it [silence] Okay.
57:00
Speaker 1
[ ] as well. [ ] yes. [ ] that's why why. [ ] my my my for example, [ ] my cameras it says online there are all working online through the through the Wi-Fi of the main router, right? [ ] Now, [ ] my home base station, [ ] it says on cellular backup. [ ] So, [ ] it's like it wants to work [ ] off my, uh, [ ] it says cellular backup. [ ] So I, uh, yeah. [ ] And when it says internet connection, [ ] it's on red. [ ] So, [ ]
58:00
Speaker 2
your cameras are connected to the Wi-Fi of the Starlink? and then you want to re, and then you want to change network. okay. yes. WD?
58:00
Speaker 1
Name base station advanced options Network settings I want to connect what Ferrins and I put change connections because I need to I want to take some time I'm going to do this and then find my base what I don't understand why it's trying to do a Bluetooth setup why trying to connect to my phone
59:00
Speaker 2
Do you have options?
59:00
Speaker 1
So it says... Now... Or it says select the Wi-Fi network your alarm should use. It's usually connected to the this one L of let's see. No. I I'll let's say if... If he does with this other one... Then I'm... He usually uses the regular Wi-Fi. It's not the way it's supposed to be.
60:00
Speaker 2
Usually, sir, for security cameras, if they're connected to a different Wi-Fi name,
60:00
Speaker 1
So, uh, so, cuz last night, for example, I had to do all the cameras, reconnected to the wifi, and they were working to the wifi. The only thing that it wasn't working is the base station. And the same thing on the Arlo cuz I got two things.
61:00
Speaker 2
Usually, based on experience, when we try to change network, they will actually get an error. We have to reset them. And our customers actually usually reset the camera and then connect it to a different WiFi name. So that's like it's just resetting and then reconfiguring the smart camera to connect to a different WiFi network, since it will be stocked on the current WiFi name that it's using.
61:00
Speaker 1
I got Arlo system, which is one camera system. And the Arlo right now is still not working. OK. Uh huh. OK. What do you want me to do? You want me to reset? I think I need to hold this for a little bit.
62:00
Speaker 2
how about we just work on through with the Arlo maybe do you have an option to reset that one so we can reconnect it to the Wi-fi I think it would be best if we do it that way so on the Arlo it will remove all configurations and then we can connect it to a new one you're since the link sensor is working because you're I'm not familiar sir with yes I'm not familiar with Arlo but if you can reset it try to reset it
62:00
Speaker 1
It's just not doing anything. Yeah it shows that it's offline. It says base station offline. Okay. It says remove device, edit base station, location,
64:00
Speaker 2
Okay. [silence] It's--it's-- Okay.
64:00
Speaker 1
Hardware SN: and message says your Arlo device appears offline. Please make sure it's powered on and connected to the internet. So it is connected. Let me see. Yeah.
65:00
Speaker 2
Okay, do you have an option here to go to the internet settings or settings of this base?
65:00
Speaker 1
I was texting right now to the guy from Arlo, to the support, and they're telling me that they're seeing the base station that is offline. They're telling me. So. So, how can we tell if the link? So Lynt? It's just working right now, right? Okay. Yeah, because I can Yeah, let me, yeah, I can see it right here.
66:00
Speaker 2
Mm-mm. Okay. Correct there. Yes. It's working because we're able to connect the printer and we're able to connect your laptop earlier and then you're able to access YouTube, right? So that means it has internet connection already. Or how about this one, Sir?
66:00
Speaker 1
Yeah, okay. Okay. All right. All right. Okay. All right. Thank you. Okay. All right.
67:00