V2 Rubric Detail — 38db4186-6922-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 01:25
Duration
55m 16s
Contact
Alan Homsher
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133535
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup of the router
⚠ 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

Resolution5.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall83.3% (+23.3)

V2 Grader Summary

The agent resolved the customer's router setup issue by guiding a factory reset and reconfiguration, resulting in full internet access. However, two critical technical inaccuracies occurred: misstating the default admin password for MR20MS and instructing 5-press pairing on a non-mesh model. Despite these errors, the resolution was effective, and the interaction demonstrated strong ownership, empathy, and communication.

V1 Case Analysis

Customer unable to connect MR20MS router to internet. Performed factory reset, 5-press pairing, reconfigured Wi-Fi SSIDs/passwords. Internet connectivity restored.

Troubleshooting Steps
  • Accessed router UI via myrouter.local and attempted IP release/renew
  • Performed 25-second factory reset using reset button
  • Executed 5-press reset procedure for MR series to re-pair with modem
  • Reconfigured Wi-Fi SSIDs and passwords for 2.4 GHz and 5 GHz bands
  • Verified internet connectivity via customer devices (Facebook, YouTube)
Key Observations
  • Critical accuracy error: Agent incorrectly stated default admin password is 'admin' (per KB universal_password_login.md, MR series uses Wi-Fi password on label)
  • Protocol failures: Serial number and warranty status not collected early, causing repeated interruptions
  • Efficiency issues: Long call with silences, looping steps, and repeated information requests
  • Successful resolution via factory reset + 5-press pairing + Wi-Fi reconfiguration
Positive Highlights
  • Correctly identified need for factory reset after confirming no IPv4 address
  • Accurately guided 5-press pairing procedure for MR series routers
  • Successfully restored internet connectivity and verified via customer devices
  • Provided clear Wi-Fi configuration instructions for both bands
Agent Errors / Gaps
  • Incorrectly stated default admin password for MR20MS is 'admin' (actual default matches Wi-Fi password on label)
  • Failed to collect serial number and warranty status early in call
  • Repeatedly asked for information already provided (model number, name, email)
  • Did not verify modem-internet status before attempting multiple web UI access attempts

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet access via Facebook and other websites after reconfiguration; agent verifies connectivity and finalizes setup.
R2 Met Diagnostic thoroughness conf 90%
Agent systematically attempted router access via myrouter.local and 192.168.1.1, checked IP/gateway, performed factory reset, 5-press (despite model inaccuracy), and guided full re-setup.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path for an in-warranty device (MR20MS), opting for reset and reconfiguration instead of premature RMA or escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (no internet, red LED) and asked for IP/gateway, but failed to confirm modem functionality directly and jumped to reset without exhausting all diagnostics.
T2 Met Appropriate tools / resources used conf 80%
Agent used appropriate tools: local web interface (myrouter.local), factory reset, and attempted 5-press — all within standard troubleshooting for setup failure.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated default admin password is 'admin' (MR20MS uses label password); also instructed 5-press on MR20MS, which is not a mesh model and does not support 5-press pairing.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but had multiple long silences, unclear transitions, and briefly lost direction when customer struggled with browser navigation.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated steps clearly, adapted to customer’s lack of glasses and remote computer, and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all steps without transfer, and followed through on resolution.
O2 Met Proactive follow-through conf 95%
Agent set clear next steps (reset, reconfigure Wi-Fi), confirmed completion, and ensured customer could access internet before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for delays, thanked customer for patience, remained courteous despite technical hurdles, and acknowledged frustration.
X2 Met Tone & rapport conf 90%
Agent adjusted pace to customer’s speed, allowed time for movement, and stayed engaged despite connectivity and comprehension challenges.
X3 Met Overall experience conf 90%
Agent minimized customer effort by guiding each step, avoiding repetition, and performing actions (like reset) that required no complex customer input.
Call Transcript102 turns · 107 lines
Speaker 1
Well, I am trying to connect my new router to my Internet and it won't connect.
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, please have your device's serial number and contact information ready. If unavailable kindly call back later. Out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Epi, how can I help you? [silence] Okay. So, this is for initial set up, sir. Right? [silence]
00:00
Speaker 1
Model number is MR20 MS. Serial number is, yeah, I'm not sure I can read it without my glasses, I don't have them with me. 50, oh shit. Damn, it's small. 5-5-0 LJ 10 M 15. I Looks like D03076, I think. Think that's what it says. I don't have my glasses with me.
01:00
Speaker 2
Can you have the model number and the serial number of your Linksys, device? Just try to look underneath it. Okay, and the serial number You may um take a picture. Okay, five L F Larry, G F John, one zero M like Mary, one five D Z David, zero three, zero seven six. Is that right? Okay. So, what is the Exact.
01:00
Speaker 1
I received it today. Oh, it was What, over the weekend? Late last week. I I I don't remember exactly now. It was eBay. in my computer. I don't have it with me. It's in a different room than I am right now. And I can't access the internet because I don't have a router working. Yes. Allen A-L-A-N last name H-O M-S-H-E-R D.J. [silence]
02:00
Speaker 2
You have your a date purchase date of the purchase of date of purchase of this router, sir? okay, when did you order it? You still have the receipt right? ok. okay, but let just create a record can? your name, Last name and your email addresser?
02:00
Speaker 1
substr excited. LPD at Yahoo dot com you do not have permission. sending me marketing or promotion materials. Dog Jay is in John theolenog Jay is. Yeah, E for Paul, not T for Tom, peanut E for Paul, Comcast, X-F and whatever they want to call it. I do. Well. actually I own the modem.
03:00
Speaker 2
this is for record purposes police okay the letter e for echo J. for John j so J for John the letter. L for Larry the letter T for Tom the letter D for David the letter l t i d t Yahoo. okay and who is a your Internet provider? okay so do you have a modem from Comcast and is it connected to wither lines
03:00
Speaker 1
No, no, it's, it's a an older modem. Yes, but I can't, yeah, if I connect directly to it, yes. I can't get the router to connect to the modem. I've tried using the... No, in my, not within reach of me at the moment, no. My router is in one room, my modem is in a, is, my modem and router are in one room, and my computer's in another.
04:00
Speaker 2
Okay. So is that a new modem as well or okay, so you're able to go online with your modem, correct? Okay, I see. So, uh, without the linkages, you're able to connect to a computer, but without the linkages, you are connected. without the linkages you're able to do anything or okay. [silence] Do you have a computer? [silence] Yeah, go ahead. uh are you using a desktop? Okay, so. Uh yes, I'm using a desktop. [silence] Okay.
04:00
Speaker 1
[silence] all right. Well, I'm on my phone and I hate the phone app. I'd rather set this up with a computer, but there's no way to do it because I don't have an ethernet connection on my computer. Right now, about 30 ft. Well, I'm using the my app on my phone to try to configure it, and I'm right next to it.
05:00
Speaker 2
What is this wireless computer? Okay. All right. Okay, let's, uh, we need to run the uh, the setup on this Linksys router, so it seems the router is not set up properly. So, do you have another wireless device aside from your computer? Because uh, um, we'll just have to. How far is your how far is your computer from the router? Yeah, okay. Because uh, we may have, we might have um, problems c connecting, uh, configuring it if uh, the uh, computer's too far from it. So, can we use uh, your.
05:00
Speaker 1
I can't talk to you and do that at the same time. Okay. Well, let me ask a couple of questions. I've tried connecting to the modem with the IP address on the modem. It won't work. I've tried connecting with the username and password on the modem and that won't work either. It's a Motorola Modem but it is my modem connected to Comcast. Yes. The IP address on the modem I tried.
06:00
Speaker 2
Mm-hmm. Okay, uh let's just uh try Sir Allen, cuz um we'll just have to use your phone, okay? Uh we can we can try the desktop again, uh we might have we might uh encounter some issues with that, so. Um, Yes, go ahead. Uh what IP address of the modem? Are you referring to the Infinity or Comcast modem, or the Linksys? Uh, okay. So you have a Motorola modem and what what do you mean you try the IP address of the modem? [silence]
06:00
Speaker 1
and I couldn't connect, well the router wouldn't connect to it. and I tried using the username and password of the modem and I couldn't connect with it either. Yeah, I'm connected to it now. I am connected to it. Yes. I'm connected to the modem for the router. on my phone. Oh, hang on a minute. Let me see if I can do this. Hang on. I'm going to put you on speaker phone. Hopefully, I don't lose you. [silence]
07:00
Speaker 2
okay. all right. now on your phone Sir Alan. uh if you go to settings and you go to Wi-Fi can you see the linksys network? links to setup. oh you're connected to it? okay. all right. if you tap on your network, if you tap on your network and you go to uh you you tap on the arrow do you see IP address? what is the IP address? no. the device. your your phone. if you tap on the network? yes. okay. no word.
07:00
Speaker 1
Okay, I got the speaker. I say go to settings. Okay. yes I did and I'm not seeing any IP address there it is, I got it one nine two dot one six eight dot one dot one six three yes
08:00
Speaker 2
thee hops Network? all right. Can we select that network, sir, and confirm to it? and does it have a check? Okay. 192 dot 168 dot 1 dot 163 correct?
08:00
Speaker 1
I see a gateway 192-168.1.1. I'm not online no. I'm not online because it's not connected to the internet. Yes. I have ads.
09:00
Speaker 2
Okay, and do you see a default gateway or router? Yes. Okay. All right. So since we're connected to your Linksys network, Sir Alan, um, can we uh check if that phone is online? Like are you able to open a website? It says not connected to the internet. Okay. Can we try to open up Google Chrome? Do you have Google Chrome installed from your phone? Okay. Then on the address,
09:00
Speaker 1
[KEEP_UNCERTAIN] hang on hang on let me get other things closed here there we go okay yeah i already capped it not on my phone i don't i did new tab new in private tab new tab group new browsing data settings and recent tabs [silence]
10:00
Speaker 2
[KEEP_UNCERTAIN] bar. This will be on the top right, okay? Select the option View desktop mode. Do you have that option? If you select that three dots, what are the options? All right. Okay. That's
10:00
Speaker 1
Hhhmm HTTP colon colin Hhhmm HTTP colin colin. It can't reach this address, but we can't reach this page.
11:00
Speaker 2
All right. Um, can we just go to the, uh, to the to the address bar and, um, type in HTTP. Yep. H4, Harry T4. Tango. T4. Tango. P4. Peter. My router. Colon slash slash my router. Local
11:00
Speaker 1
That's what it says. Okay, HTTP colon slash slash 192. 1, 6, 1, 1, 1. Can't reach that page either. Uh-huh. [silence]
12:00
Speaker 2
Okay how about if we try http://192.168.1.1 And then hit enter. 168.1.1 still the same. Okay. All right. [silence] Can we? We'll just have to try it on your computer, sir, okay? Can we go to your computer instead? Um, no need to. No need to, sir. We'll just have to check on your desktop if it can detect the network, okay? Okay, sure.
12:00
Speaker 1
I'm here. I'm typing. What am I doing right now? Where is eighth? [silence] It's taking about it.
14:00
Speaker 2
Hello? Okay, we need first to connect to your network using your desktop so kindly look for the
14:00
Speaker 1
Okay, I am connected to the network, but not the internet. Right. My router not local.
15:00
Speaker 2
the network doesn't Okay. So you're connected to the network? That's okay. So can we uh open up um a browser again and try that HTTP:// myrouter.local? Yes, sir.
15:00
Speaker 1
Okay. I've got to...I got to the page just wants me to scan the QR codes. I've got the picture of a phone says keep your Wi Fi handy that I've got to app store and a Google play logouts and then I've got two QR codes. And underneath it says continue to link says smart Wi Fi. Okay. Okay. Access router sign in. [silence]
16:00
Speaker 2
Did it work? Um, do you see the uh, image of two phones or? All right, uh, can we click on the two phones please? Alright, um, by default that is admin.
16:00
Speaker 1
Okay, ignore password. A G M I M job. Oh, router password. Okay. This is invalid. Password. Now I put a password on a router for my network. Would that have changed that password? Let me explain. That's right.
17:00
Speaker 2
all lowercase admin. yes, that's the router password or or or. Or? did it ask you to create a new one or did it take the admin password?
17:00
Speaker 1
that worked okay well a page come up it says smart wi-fi tools device list guest access parental controls etc etc menu yep okay
18:00
Speaker 2
Then we'll click on reset password. Okay. Are you able to log in? Okay, good. alright. Can we click on troubleshooting? Okay. And then under status, go to report.
18:00
Speaker 1
report okay its current version is one one dot five dot D one zero one one six [silence] I do not oh yes there isn't [silence]
19:00
Speaker 2
All right. Click report and what's the firmware version? [silence]
19:00
Speaker 1
Connection time. pipe. Right. that's what I'm. I don't see that yet. Oh, here we go. Connection type, automatic. D. E. let me get my glasses on. I've got them here now. DHCP P as in Victor.
20:00
Speaker 2
All right. Can we click on, uh, can we scroll up? Just go back to the top and look for, what is the connection type there? The connection type. Is it automatic configuration? Just look for internet connection IPV4. Okay, so it's on automatic. Mhm.
20:00
Speaker 1
that's the IPV4 address [silence] there is nothing under internet address
21:00
Speaker 2
okay what about the Internet address do you see Internet address just look for the internet connection IPv for not the IPv 6 okay it should be the IPv 4 above it above the IPv 6 so do you see internet address is that the internet address sir is that what it says on your internet address. below the connection type okay so there there's no internet address all right Rites. Okay, just press okay on that. From that screen, press okay, alright, and then go to, uh, connectivity. All right, then click on local network. All right, hold on. Uh, can we just go back to, just... just click okay from there, sir. I'm just going to release and renew the IP address first. Okay? This should automatically change the settings. Go back to troubleshooting.
21:00
Speaker 1
Okay. Okay. Okay. I don't see that. I've got a ping IPV4. I've got a trace route. I've got a restart. I've got a router diagnostic information. I've got an internet address and I've got factory reset. Oh, yeah. Well, they're not very dark like they're not going to work. I don't know. Yes, there is.
23:00
Speaker 2
then go to diagnostics and then look for IPv4 there's internet address just click on release and renew. Okay under internet address do you see there IPv4 and IPv6 is there an option for you to release and renew
23:00
Speaker 1
on both of them? No, it won't let me. Uh, yeah, it is. it's IV40.0.0.0. Okay, I gotta go back upper half office. Okay, I've got it both turn off. I'll give him about 30 seconds and then turn him back on. [silence] 638. 50. It's on.
24:00
Speaker 2
Yes. Unplug them both off, okay? I'll let you know when to turn it back on, sir. All right. Can we turn on your modem first, the Motorola box first. Wait for the light to stabilize before you plug in the router. Okay, make sure all the lights are solid on your modem, especially the globe light that should let up green.
25:00
Speaker 1
Okay, we're solid.
27:00
Speaker 2
okay, so they're solid. Okay, um, can we turn on your lynxus? Mm-hmm. When you check the lynxus by the way, um, what what what is the LED indicator at the front? Is it blue? It's red. Is it
27:00
Speaker 1
thank you but uh uh uh i'm not into what defines what kind of back into my computer it comes on blue and then it goes to red after it boots up it doesn't it has it doesn't it hasn't reconnected yet
28:00
Speaker 2
So again you did plug in the, the modem to the yellow port, right, the one that says internet. But when you check the links, the red I mean the the LED indicator at the front is red. Right now, it shows up red or it's blinking. Oh, okay. I see. Okay, so, do you still have the the link to the Linksys Smart Wi-Fi page open on your desktop?
28:00
Speaker 1
Seems like it takes this router a long time to boot up.
29:00
Speaker 2
The following is an audio excerpt. [silence] Still trying to communicate with your modem, actually.
29:00
Speaker 1
Not yet, has anymore Williams lifted up yet. Then go back out and check it. See what it's doing. Thank you. Yes, i have a red light on the front of the modem or the router.
30:00
Speaker 2
So, all right, so, are you connected to the lynx network, or, what's this, what does it?
30:00
Speaker 1
I have a green light and a blinking yellow light on the back. Alright.
31:00
Speaker 2
links it. Okay, yes. [silence] Sir, when you [silence]
31:00
Speaker 1
I have not called them. I tried to use their app. And they have changed their app. And now I don't have an app for them. I mean, uh, uh, uh, Extenity. They took away my app. They said it wasn't supported anymore.
32:00
Speaker 2
um contacted Xfinity or Comcast earlier did they run a test on your modem? Oh you haven't called them? Mhm. Because the the thing here Sir Allen is the uh the router is when when it says uh solid red it does not detect um internet coming from your modem. So uh I thought that you've uh checked your connection from the modem with Comcast app for what's sir?
32:00
Speaker 1
Well, it says I'm connected, but it's not finding the router. Okay, will they? get out of this. The the motor says I have internet. Yeah. Oh, I don't have the computing that I'm thinking.
33:00
Speaker 2
Okay. Can we go back to the myrouter.local? [silence] Because right now we can cause not also verify if you really have active internet connection with your modem because we cannot hard wire your desktop straight to your modem. If that shows uh the the light shows that you have internet. [silence] But uh to verify if you really have active internet connection with your modem. [silence] Um just to double check, we need to like connect a computer directly to your modem and access uh internet from there. Like, we need to bypass the Linksys. We need to disconnect the Linksys also from the [silence]
33:00
Speaker 1
I can't directly anymore my old computer and Windows 10 and I won't turn them on because they're going to go through try to go through three hours of updates I'm on my laptop I'm on my laptop and it does not have an ethernet connection So this computer I cannot connect directly to the internet No Hang on. It's thinking about something here. Let me see what it's thinking about. Yeah I can't back out of this router not found page. It won't let me It keeps on wanting me to retry but it won't I can't back out
34:00
Speaker 2
Yeah. I understand. Yeah, your desktop computer as well is too far from the modem. That's why we can't. I see. Okay. All right. So can we reopen the link to Linksys Smart Wi-Fi page?
34:00
Speaker 1
am I can't back out of the right or not found page I'm have to shut it down and and go back to the page from the beginning
35:00
Speaker 2
Uh, can we, are we, are we connected to links?
35:00
Speaker 1
Well. Yeah, I can't log on to the page now. Right, says I'm connected to the network but I can't the address is not taking me to anywhere. Okay. Let me let me let me.
36:00
Speaker 2
[ silence] You're unable to log in. Mm-hmm. [ silence] Okay. All right. Here's the thing uh sir alan we'll just have to reset your router to factory default okay. um just to start from scratch here guess uh it seems that it's not cooperating with us i'm sorry. um can we press and hold the reset button for 25 seconds at the back of your link [silence] I'm sorry. Yeah, if we could, you know, if we could just- yeah, if we could just, like, bring the computer closer to the modem and router. [silence]
36:00
Speaker 1
well um it's held down right now give me about twenty seconds from now 20 ok after i release that i'll go ahead and get my laptop and bring it out here ok ok All the yellow and green lights are blinking now and I still got it held down, [silence] I just did it now, [silence]
38:00
Speaker 2
Yeah. So you, you press and hold it for 25 s, right? When you, when you do the resets for, uh, did you see the lights blink at the front or Okay. Thank you. Right. Uh, did you let go of the reset or you're still holding it? Okay.
38:00
Speaker 1
Okay, I'm only going to leave for just a minute. I'm going to go get my computer. Conradville Fire 358 Hoston Drive Conradville. Fire alarm serviceline fire servicing. 2204. Okay, I'm back. 012 seconds
39:00
Speaker 2
Okay. Sure. No problem. [silence]
39:00
Speaker 1
Are you there? Let me get it turned where I can see it. It's purple. Solid purple. I hope.
40:00
Speaker 2
Okay. Here. Yeah. So can you see the the light at the front on your Linksys router? Is it red? It's purple. Mm-hmm. Okay. All right. So, uh, now since we've reset this to factory defaults, sir, let's just do a five press on your router. So to do the five press, sir, kindly press the reset button at the back five times. Okay. You press it once five times. It's like press, release, press, release, press, release.
40:00
Speaker 1
Okay, here we go. One, two, three, four, five. They're still, still it's purple. Yep. Doesn't appear to have I... appears to be the same. Oops, hangs. It's responding. You have the key. Unable to leave a voicemail. Oops, hangs.
41:00
Speaker 2
Please, you do it five times.
41:00
Speaker 1
Splish and white.
42:00
Speaker 2
Okay. Okay. So, what is the the light right now? Is it solid white? Or is it solid blue? Or what? [silence] It's flashing white. Okay. We'll just wait for it to turn solid, okay?
42:00
Speaker 1
Okay.
43:00
Speaker 2
Okay, it's solid blue. All right. Very good. Now, can we go to your computer, the laptop, and then look for the wireless icon? Then check if you see link this.
43:00
Speaker 1
Yes. I'm connected through. I am. Yes? Hey, it says it is. [silence] Well, I'm on Facebook and it's working. [silence] all honor tank it
44:00
Speaker 2
OK, can we connect to it please? It says connected. Does it have a check mark? All right. Now, can we check first, sir, if you're able to go online, since it's solid blue right now. So, try to check if it's online. Okay. Can you open any websites, just to make sure? So, try to open YouTube or linkglobal.com. Okay, you're on Facebook. OK, that's very good. So, you're able to go online wirelessly. Now, would you like to change the name, the default name linkglobal and its password, or you wanna keep it that way?
44:00
Speaker 1
Back up a bit. I had it set up and then we had to reset it, so... actually, I'm not connecting to Facebook. Let me see. I'm going to... says I am connected, I have internet, but Facebook... Yup. I can open that. Okay? I'm there. Oh, okay. Now I need to access the router again, right?
45:00
Speaker 2
Hello, okay. Try try to go to you tube.com.com. Check if you can open it. Okay, all right, good. Okay. So now what we're going to do next is we're going to personalize your Wi-Fi settings. So kind of go to my router.local. Just go to that page. Yes, just type in admin. Since we've reset your router, so it should be admin all lower case.
45:00
Speaker 1
heavy record. Okay, is there? Yeah. Yeah. The very bottom of the, oh, that's privacy. Oh, I don't see privacy. I see privacy statement. [silence]
46:00
Speaker 2
Okay, so are we able to log in? Are we on the links to Linksys Smart Wi-Fi tools? Okay. Now, at the bottom, right, sir, do you see privacy policy? Uh it's really small. Um it says Ochla privacy policy? At the bottom. Okay. Yes. Okay. Beside the privacy policy, do you see CA? Do you see that option? CA? Yes. Beside privacy statement.
46:00
Speaker 1
Yes. yes and then a CA yes it's blue on blue it was hard to read okay I'm there which one set up four or set up five Yes. Set up five.
47:00
Speaker 2
All right. So this is third party licenses and then the UK la privacy policy. All right. Click on cancel, please. Yes, it's really small. Sorry. All right. Now after you click on cancel, go to Wi-Fi settings.
47:00
Speaker 1
they get up sick or set up well they will say hey good to hang on it's there with okay I had to click on something else and change it I'm figuring this out give me a minute [silence] Hellofresh workers
48:00
Speaker 2
Okay, so you have there the 2.4 and the 5 gigahertz right. You may rename that sir. Okay, we we can separate the network okay, cuz we would suggest you separate the network. So you can put in your name and then you put 2.4 at the end. Same goes with the 5 gigahertz band. Just put in your name and then 5 gigahertz. For the Wi-Fi password you may use the same Wi-Fi password that you had before. So the same Wi-Fi password for 2.4 and 5 gigahertz.
48:00
Speaker 1
Okay, I got the two point four guy do the same on the five, right? okay.
49:00
Speaker 2
Yes, sir. For the Wi-Fi password. you know what? you can use the same Wi-Fi password for both bands. So, uh just set up the same password for that. Before you click apply sir, please save. I mean please take a picture so you'll have a copy of the Wi-Fi settings.
49:00
Speaker 1
okay. is there anything else I need to change on this page before I save it? okay done that so we'll click apply. [silence]
50:00
Speaker 2
uh just the wifi name and the wifi password sir that's it
50:00
Speaker 1
now router not found um okay
51:00
Speaker 2
Yes, cuz we changed the Wi-Fi setting, so you need to reconnect to your network, that's normal. So you need to go back to your Wi-Fi icon, track if you see your new network now.
51:00
Speaker 1
Therian go. Okay. I think that did it. Looks like it. Yup. What I'm more. Well, just did with my phone. Was it? Well, my, I have to go in and reset my. Wireless thermostat and all that kind of stuff, so. Let me check, make sure my phone connected here. Or will come. [silence]
52:00
Speaker 2
OK, we're connected. OK, all right, very good, sir. Would you like to check your other wireless devices to make sure they're all working? OK, sure. [silence]
52:00
Speaker 1
And the phone connected, okay we're good. I'm sorry all this happened I don't know what happened
53:00
Speaker 2
Okay, okay. Very good. So everything is set up right now, so right? Are we all good? Yeah, so it seems that we just need to do a reset on the router. And that's it. We also did the Pi Press for the router to communicate with your modem. And we've personalized your settings as well. Thank you.
53:00
Speaker 1
All righty. Good enough. Thank you very much for your time. Okay. Have a Okay very good thank you come on
54:00
Speaker 2
So, just take note of your Wi-Fi settings, sir. Because you might be adding some wireless devices in the future. You need those settings, especially the Wi-Fi password. Okay. No. Thank you so much for your patience sir Alan, and we apologize if this took so long. I really appreciate it. So, yes, if ever you need to call us in the future, just give us your phone number. I do hope you're happy with our service, sir Alan. Thank you for your time. This is Epi from Linksys. Thank you for calling. Have a great night, sir. Take care. Bye. Ah, hello? Sir Alan.
54:00
Speaker 1
Yes, I thought I hung up. Awesome. Thank you. I mean, you try to get this thing hanging. Yes.
55:00
Speaker 2
Okay. I'm just waiting for you to hang up, sir. Bye again. You're welcome.
55:00