V2 Rubric Detail — 3ace7b1a-68ce-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:23
Duration
50m 59s
Contact
Greg Friedman
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133412
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: His TV is unable to connect.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The agent correctly assessed the out-of-warranty status, offered and executed a paid support session, and resolved the issue by guiding the customer through band separation on the MX5500. All technical steps were accurate, appropriate tools were used, and the customer confirmed success. The interaction was fully owned, well-controlled, and empathetic, meeting all primary indicators at the 'Met' level.

V1 Case Analysis

Customer unable to connect TV to Wi‑Fi due to password issue; accessed router UI, split SSID into 2.4 GHz and 5 GHz bands, kept same password, TV connected.

Troubleshooting Steps
  • Verified device model/serial and warranty status
  • Processed paid support payment for $15
  • Guided customer to access router web interface via 192.168.1.1
  • Created separate SSIDs for 2.4 GHz and 5 GHz bands
  • Ensured same Wi‑Fi password across bands with appropriate security settings
  • Instructed customer to reboot TV and connect to 2.4 GHz network
Key Observations
  • Agent prematurely pushed paid support before diagnosing the issue
  • Provided irrelevant and incorrect technical guidance (QoS, PPPoE, VLAN) unrelated to Wi‑Fi band separation
  • Poor call control with long silences, repeated steps, and customer confusion
  • Successfully resolved the core issue by splitting SSIDs and confirming TV connectivity
Positive Highlights
  • Correctly collected model (MX5500), serial number, and customer contact details early in the call
  • Successfully guided customer to access router via 192.168.1.1 after initial confusion, confirming local access works
  • Accurately diagnosed the need to split 2.4 GHz and 5 GHz SSIDs to resolve TV connectivity issue (KB-aligned solution)
  • Correctly instructed to keep the same Wi‑Fi password across bands to avoid disconnecting other devices
  • Confirmed resolution by having customer test TV connection and stream YouTube
Agent Errors / Gaps
  • Prematurely offered paid support at [05:00] before diagnosing or attempting basic troubleshooting
  • Provided irrelevant and incorrect technical steps: instructed customer to check QoS, WAN, PPPoE, and VLAN settings unrelated to Wi‑Fi password or band separation for MX5500
  • Gave incorrect access instruction by misspelling 'myrouter.local' as 'my router dot local', causing access issues [20:00–21:00]
  • Poor call pacing and control — multiple long silences, loops, and failure to summarize steps, causing customer confusion [14:00–17:00, 22:00–24:00]
  • Failed to acknowledge customer frustration or simplify instructions when customer expressed confusion ('I'm lost' at [15:00])

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms TV connected and working after changes: 'Yeah, it looks like the television connected.' Agent verified resolution before closing.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through accessing router UI (192.168.1.1, myrouter.local), verifying Wi-Fi settings, splitting bands, and confirming device connection.
R3 Met Correct resolution path conf 92%
Agent correctly identified device as out-of-warranty (verified via serial lookup), offered paid support as valid path, and still provided full troubleshooting without dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (TV can't connect despite correct password), diagnosed likely cause (device compatibility with 5GHz), and pursued band separation as targeted fix.
T2 Met Appropriate tools / resources used conf 97%
Agent used router web interface (192.168.1.1 / myrouter.local) appropriately to verify and modify Wi-Fi settings — the correct tool for this issue.
T3 Met No misinformation conf 93%
All technical instructions (SSID split, same password, WPA2/WPA3 settings) were factually correct and aligned with KB guidance for MX5500.
Communication
C1 Met Clear & professional language conf 89%
Agent maintained control throughout, set expectations after payment (60-minute session), managed transitions, and kept call on track despite customer confusion.
C2 Met Confirmed understanding conf 91%
Agent adapted language to customer’s level, avoided jargon, used plain terms like 'split the band', and confirmed understanding at key steps.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, did not transfer, completed paid session, and followed through on all commitments.
O2 Met Proactive follow-through conf 96%
Agent clearly stated session duration (60 minutes), non-refundable nature, and promised post-call guide — all delivered.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was resolvable at L1 with paid support option exercised.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent apologized ('I really apologize'), acknowledged support limitations, and remained courteous and solution-focused throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, paused for actions, checked comprehension ('Are you brought to?'), and adjusted approach when access failed.
X3 Met Overall experience conf 87%
Agent minimized repetition, used existing connection to proceed, and handled process efficiently once paid support initiated — no unnecessary steps.
Call Transcript98 turns · 100 lines
Speaker 1
[silence] Hi, my name is Greg Friedman. I have a linksys um device and I'm having trouble with the password and I'm wondering if I can reset it?
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, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. This is Regina. I'm gonna help you today. [silence] Okay, now let me just
00:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] yes 64733956. Greg Fredman one five at hotmail.com. So it's G-R-E-G F-R-I-E-D-M-A-N one five @ hotmail.com.
01:00
Speaker 2
is confirmed. So you mentioned earlier that your first name is Greg, G-R-E-G. Greg. And your last name sir spells as Friedman F-R-I-A-D-M-A-N Friedman. And this is your first time also contacting us for support. So may I know your call back number sir, just in case this call will disconnect. And your email.
01:00
Speaker 1
I have two boxes, I have one device, like one unit is in the basement, one is on the first floor. Yes. Uh, it's um, 4, 3 K10M26805704. Yeah. Oh wait, wait, let me, uh, hold on, let me read that number again because my eyesight's bad. Uh, I think I have.
02:00
Speaker 2
and how many links in routers do you have in total? Okay, can you please provide the serial number of the main router which is connected directly to the modem, the main router or the parent router? [silence] And who's your Internet service provider? Yes, sure.
02:00
Speaker 1
have it. [silence] 4 3 T10. M 2 6 B 0 5 7 0 4. Uh Mx 5500. Yes, correct. Uh it spells
03:00
Speaker 2
Things for boy. Okay. OK. So the model number of your Linxus device, sir, MX 5500. And who is your internet service provider?
03:00
Speaker 1
Bell B E L L
04:00
Speaker 2
Okay, now, may I know the reason why you need to reset your Linksys router? How about your other devices? Are they connected successfully?
04:00
Speaker 1
My other work computer connected but I can't seem to get it to work upstairs on my television. And I don't understand. Uh check, I think so. Yes. [noise]
05:00
Speaker 2
Yeah, regarding this one sir, if there are devices and the light indicator of your links like devices are solid blue, right? Okay, which means your links, devices are working since your other devices can connect with your links network, but the problem is that there are some devices that won't connect to the network. It might be it recommend to connect with a 2.4. So you can also try to separate the bandwidth. But regarding with this issue, when I try to verify in our end, it shows that your links, devices are no longer under warranty.
05:00
Speaker 1
you're saying I need to pay $50 for 60 minutes of troubleshooting. 015. Okay. So if I pay the $15, you can troubleshoot. I can troubleshoot 015. Right? What's that?
06:00
Speaker 2
And I really apologize, sir, that live support is no longer available for this one, but to assist you further, you really need to pay $15, so that's for 60 minutes of troubleshooting. 50 minutes, yeah, for 15, one $5. But if you doesn't want, yeah, but if you doesn't want also to proceed with a paid support, I can also send you a guide on how to separate the bandwidth of your wireless network. So it might be your television and your working computer are recommended to connect with your 2.4 GHz band. Yeah, said regarding with this one, sir, I can assist you to troubleshoot your Linksys router, but to connect with your device is...
06:00
Speaker 1
it was saying like the network password I was entering was no good, whereas the other devices had are here already entered. So was it possible reset my password or how is that done?
07:00
Speaker 2
I cannot walk you throughout, since it's a third party device that which your television and it is not part of our scope to set up the television. But I can still assist you further to troubleshoot your Linksys router and to submit the band, only for our Linksys router. You can also try to reset the Wi-Fi password by using the Linksys internet, if you have access in it, and if the issue still persists or if it continues with the television, then the television must be or might be recommend it to connect with the 2.4 gigahertz to connect with.
07:00
Speaker 1
uh 2.4 okay but what it was saying I was entering the wrong password when I entered it upstairs so um can I reset my I don't know if I have a link this app on my thing no I don't [silence]
08:00
Speaker 2
Yes, 2.4 gigahertz band, it is your wireless network. So you need to reconfigure. You need to split or separate the bands for your 2.4 and 5 gigahertz band for them or for the both bandwidth to detect and shows on the network list. You can try to download a Linksys app, sir, but no need to reset your Linksys devices. All you need to do is to change your Wi-Fi password or separate the bandwidth.
08:00
Speaker 1
suppress the bandwidth. I I don't understand how that works. Um, um could I could I have the paid support? Can I do the paid support for $15? Yes. Yeah, okay. So yeah, because when I
09:00
Speaker 2
Yes, split. [silence] Yeah, you can only check your wireless configuration, sir, by accessing the web interface. [silence] That's why either you can proceed with the paid support, or I can also send you our [silence] Wi-Fi Fixit series guide. [silence] Sorry? [silence] Yeah, we can. [silence] But let me just verify. [silence] Do you have a laptop or a computer that we can use to connect to the Linisys network to access the web interface? [silence] So let me just prepare. [silence]
09:00
Speaker 1
Yeah. I have one. I have, it's connected like it says it's connected on my work computer and my phone, but I think they were connected before maybe we had to, I had to change the password recently and I have the new password written down, but now that I enter the new password, it's not working, so is there somewhere the, yes. Yes. The it's connected through the the modem. [silence]
10:00
Speaker 2
There's one device that are, that is successfully connected to your Linksys network. [silence] But, but do you have a device, a laptop or a computer that's still connected to the Linksys network? Okay, that's good.
10:00
Speaker 1
Yeah, the link this is plugged into the modem, is that good? Yeah. Okay, yeah. Okay. So yeah, I'm on a computer [silence].
11:00
Speaker 2
we have a device a computer a laptop with we can use to wired directly to the router now it's good it's solid blow it's meant it's good but how about a laptop or a computer server which we can use to access the router settings to check your Wi-Fi password okay now since you're planning to proceed with the paid support so by purchasing this serve sir you need to agree that it's one time so it's a non refundable technical support session listing up to 60 minutes so if we are unable to resolve your issue or determine that your product effective no refund or replacement okay and this is [silence]
11:00
Speaker 1
OK. OK, should I just give you my credit card then? Yeah. It's Greg Allen , Friedman . five two zero, eight eight zero zero two nine, two five one five five eight. Yes. Friedman, yeah. [silence]
12:00
Speaker 2
Paid service is for troubleshooting only and does not include any follow-ups session. And this call is not recorded for security purposes while we are gathering your credit card information. Yes. So, may I know your first name on your card? And your card number? So you are it's Greg. Ellen friedman. Fredman. Okay. And your two digit space for the month. And year.
12:00
Speaker 1
November 2027. three six one correct. Okay. [silence]
13:00
Speaker 2
and the security code of the code. And your email sir is [silence] for the receipt. Okay, so let me just process the receipt before we proceed with your concern all about, okay?
13:00
Speaker 1
I don't have it. Yeah. Oh, I think oh yeah, okay. You paid uh yeah, it said that I paid $15. Oh, okay. Um, so how do I uh do that with blank?
14:00
Speaker 2
Okay, casually check your email. Okay, that's good. So now you mentioned earlier that you have a device which we can use to connect directly to the router. So let's proceed to access the web interface to check your Wi-Fi password and verify if it is correct. Yes. Uh by the way, kindly grab an extra Ethernet cable.
14:00
Speaker 1
Oh, uh that's really confusing. I am lost. Uh I don't. It is set up correctly. But I just need to change. Is there like a password reset? Yeah, it's collected. So, so how do I? so how do I get to like a password reset? It's window.
15:00
Speaker 2
plug in the other end to one of the Ethernet port of the router directly to your computer. So we can only proceed to reset the password or the Wi-Fi password. if we have a device that is still connected to it. So is your computer currently connected? Is that a Windows or Mac? Is it a Windows or Mac device? [silence] Okay, kindly open a browser such as, Chrome, Firefox, [silence] Mozilla [silence] or Explorer. and log in to your IP address of your router. So in this case, your default [silence] gateway IP. Okay, and you may proceed after you log in your [silence] device, you may click on the quality of service [silence] setting or QoS. and just check the status of the ON switch button. Make sure that everything is off for now. Then click on advanced tab. Then click the WAN access. Okay? and then check if the PPPoE or VLAN is listed on the pop-op menu. I think you may [silence] select the AT&T Giga power. If you are on AT&T Giga power, [silence] then check if [silence] both the WAN connection [silence] shared status and PPP status are running. [silence] Okay? [silence] Just like that. And then go back to the main page [silence] of your dashboard. Check if [silence] you are still connected. Just click on the status. [silence] Thank you.
15:00
Speaker 1
Yeah, I did. Okay. Okay. 192.168.1.1. Okay. And enter. It's saying the site can't be reached. I don't know why.
16:00
Speaker 2
and enter on the address bar, 1 9 2, dot, 1 6 8, dot, one, dot, one, one. Yes, is it routed you to a message, or a page that shows warning message? Okay, can I check your computers here, and, [ silence] [ silence] bought a network.
16:00
Speaker 1
Oh, let me, uh, let me go to another bar, maybe because that one is hardwired, not connected to the internet. So, let me go to one, uh, that's, um, [silence] Thank you. [silence]
17:00
Speaker 2
which Wi-Fi name it is connected. [silence]
17:00
Speaker 1
uh just one I just want to make sure I have a connection uh um okay so I'm connected um yeah so let me see I'll type in that number you gave me okay yeah and spinning
18:00
Speaker 2
touch. yeah sure. okay. that's good. so open browzen. tier. chrome. Google. okay. 192.168.1.1.
18:00
Speaker 1
Oh, that's like an IP address, right? Is that the IP address for it right there? Oh. I can't get- um, is that supposed to be the IP address for the LAN systems? Yeah, let me see if it's on here. I can't. It has a Mac address. Is that what it is? [silence]
19:00
Speaker 2
Yes, it's a default IP address. Yeah, it's okay. What is the... is there an error message when you try to access a default IP address? Yeah. What is your IP address of your link router? Have you tried to gather the IP address of your router? And I know.
19:00
Speaker 1
My address. Okay.
20:00
Speaker 2
1, okay, how about this one since you're connected to your Linksys network, type My Router dot local on the address bar, no, no, my router. Free My Router dot local, one word. That's M-Y-R-O-U-T-E-R dot L-O-C-A-L. [silence] So, when you entered My Router dot local, are you brought to?
20:00
Speaker 1
Yeah. Wait, that didn't work. Let me see my router.local. I'm trying to see cuz no, it's saying I can't be reach my R.O.U.T.E.R.local. That did not work. Okay. [silence]
21:00
Speaker 2
To a warning message. Your connection is not private. Yes. Okay, do you have a different browser? Since it's a Windows computer, I can only use Edge, Microsoft Edge. Then I'd hit enter.
21:00
Speaker 1
Didn't work on the home computer. I can't. I'm under the.
22:00
Speaker 2
3192.168.1.1 first on the address bar. and which way Wi-Fi name you're connected
22:00
Speaker 1
Oh, maybe cause I'm under the belt, 823. So do I have to do the, um, change it? Okay, okay. Maybe that's the problem. All right, let me try that. I'll try that on this one. Okay. Okay. I think now it's saying I'm connected. This is on my work computer. Uh, so I'm gonna go back into Microsoft Edge. and um, do you want me to do the the my router dot uh or oh, put in the IP address. Yeah.
23:00
Speaker 2
[silence] 192. [silence] yeah 192.168.1.1.
23:00
Speaker 1
It's synching, but it's not coming up. It, it, unless it's a firewall. So I disconnect from VPN. Okay. Okay. Yeah, let me see. Let me see. Okay. It's trying to segue, it's not secure.
24:00
Speaker 2
Yeah, make sure also it's not- uh, make sure to turn off the firewall or to disable the firewall. And they have also nonworking devices through.
24:00
Speaker 1
and that, but let me see if I hit continue. Okay. Now it's saying, continue. Okay. Oh, there we go. Okay. Continue to link to Linksys Smart Wi-Fi. Okay. Maybe, I swear it is. Okay. Oh, okay. So then now it's saying I can put in my password and sign in. Yes. Okay. Oh, it's saying incorrect. Let me see. Okay. Okay.
25:00
Speaker 2
Yeah, click advance. So if it shows an error or a warning message, just click advance or continue. Proceed. Yes. Okay. So enter your router password. Have you created your own router password or not yet? Okay. So make sure to use that credentials to sign in.
25:00
Speaker 1
Oh, maybe now it's. okay. Okay. So now it gave me a whole bunch of things and it's. Yeah, now it say it came on like the password works. So I don't know why. So maybe my password was okay. Okay.
26:00
Speaker 2
So, are you in the links to Linksys Smart Wi-Fi tool? Okay, go to the Wi-Fi settings. So, are you on the links to Linksys Smart Wi-Fi tool?
26:00
Speaker 1
is that on my computer? Oh, there it is, okay. Oh, okay. Network. Okay. Yeah, I'm just writing down the wi-fi name. Okay, wi-fi name. Password. Okay.
27:00
Speaker 2
Yes, on the links to smart wifi tools on the right side below, you can see router settings, connectivity troubleshooting, then wifi settings. And then can you verify your network name and password? OK. Is it the correct wifi password? Oh, good.
27:00
Speaker 1
Okay. Um, yeah. Why don't we just, uh, put in the password again and hit apply? Okay. Yeah. Okay. Oh, okay. [silence] Alright, we are choosing the wrong procedure. I mean, we've all of that's not it not. [silence] Okay. Um. Not now. I told you I'm changing my [silence]
28:00
Speaker 2
Yes. No need. Since you verified your network name and password, kindly try to connect your television, sir. But do not leave that page. May I also to ensure that your television can connect to the network?
28:00
Speaker 1
[KEEP_UNCERTAIN] No, I'm on the phone. Okay. Okay, so now I'm studying for the television network. It's LG. And it says, uh, oh, how do I get the new network? how do I, how do I, where do you I'm trying to figure out how to change the uh network connection on my television to link uh from the oh, that advance settings. I
29:00
Speaker 2
Got it. Samsung. LG. Okay. Is it Panasonic? [silence]
29:00
Speaker 1
Oh, okay, there it is, Lenixis, okay, and now, let me see if I, it'll take it. So I think I had the right password, [silence]. [silence].
30:00
Speaker 2
Okay. You can also try to use the Wi-Fi password and then check if you can successfully connect with your Linksys network. [silence]
30:00
Speaker 1
Okay, uh, and I'll do that. Oh my god. Maybe enter it again. uh it's upstairs here so um it's not that far it worked before in the past um so it's trying to get in I don't know why[silence] yeah[silence] uh I don't there's a reason uh for some reason I enter the password up here on the television and it it keeps on saying that the password is incorrect
31:00
Speaker 2
and how far is this from the parent node or from your linksys device? How about now? When you try to connect your television, using the correct Wi-Fi name and Wi-Fi password, it rig? Okay, kindly go back to the links to Smart Wi-Fi tools in your computer. [silence]
32:00
Speaker 1
okay sure yeah I'm going back downstairs for it okay okay
33:00
Speaker 2
OK. Yeah, so there are some devices here such like televisions often need to connect to the 2.4 5-band band because this frequency has a longer range and better ability to penetrate walls. But now, let's proceed to separate the band. Click, okay. so that you can go back to the main page. Then, scroll down, please. and then. on the very bottom find the look for the two caps lock letters. C.A.
33:00
Speaker 1
Oh, I'm saying, I'm saying boxes. It says, like, uh, OCEA, yeah, okay, I see it. Okay. Okay. Uh Wi-Fi settings. Okay. Right.
34:00
Speaker 2
California scroll down below the boxes on the very bottom yes it's too small then after that go back to Wi-Fi settings I would like to set an expectation here to split the bands for that 2.4 you can see your 2.4 and 5 gigahertz band right. so to split we need to create a different SSID for both 2.4 and which but I know that there are some devices that are currently connected to the network and to avoid any disconnection just leave it and try connecting it again by using the new SSID let's say for 2.4 let's call your name HF 2G and HF 5G.
34:00
Speaker 1
Okay. Oh, okay. I wanna say to the Wi-Fi password. Oh, length of Greg. Okay, so put underscore 2.4. Okay, which is like the line, right? The lower line. Okay. And then for the length is Greg five gigahertz. You want me to put the underscore five.
35:00
Speaker 2
the WiFi name and the WiFi password of the 5 GHz band, the same as it is. But for the 2.4 Ghz, band, please add the underscore 2.4 so that it will detect and you can recognize that. Yeah, just add the underscore 2.4 to the WiFi name of the 2.4 Ghz. What is your current WiFi name for the 2.4 Ghz band? What is your original WiFi name? Yeah. Lengles, Fred, Lengles, Greg, underscore 2.4. Yes.
35:00
Speaker 1
Okay. Okay. Okay. Okay. Should I redo the password on both? Okay, I gonna, I can reset it now. Does it need like a couple of special characters or how does that work? Okay. Okay. Okay.
36:00
Speaker 2
no need. because they are currently devices that are connected here. so to avoid any disconnection, just leave the WiFi name of the five gigahertz band the same, edit it. but make sure to create the same WiFi password for the 2.4 and five gigahertz band. Yeah, make sure they have the same WiFi password. Yeah, okay. so if you're going to create a different WiFi password, all your devices that are currently connected will disconnect. so you really need to connect them manually once we apply the changes. is that okay for you? [silence]
36:00
Speaker 1
network under the length this is greg. 2.4. Okay. Oh, I can. Okay. Oh, okay. Do you want to continue? So, um, okay. Don't do anything yet. [silence]
37:00
Speaker 2
That's what we're trying to figure out. But for the Wi-Fi password, you can use the same Wi-Fi password sure. But make sure both 2.4 and 5 are the same. All we need to do is to change the Wi-Fi name, not the Wi-Fi password. And do not do not click apply or okay. Yeah, don't do anything yet. But for the security mode of the two,
37:00
Speaker 1
Okay. So you want me to go back to-do you want me to go- Okay. Do you want me to go back to the television? Oh yeah, it has security type, PA2 personal. Okay. Oh. Um how do I change it? [silence]
38:00
Speaker 2
Let me make sure it's go back to the lens is mart Wiener phones. No, no, stay with the lens the Linksys Smart Wi-Fi tools, check the security mode, sir. So on the security mode, make sure it's WPA2 personal for the 2.4 gigahertz band. Okay, that's good. And for the 5 gigahertz band, can you change that into WPA2/WPA3 mixed personnel? Click the drop down arrow.
38:00
Speaker 1
Oh, [silence] oh, it says you're updating your wireless settings. Do you want to continue? Do I hit no or do I hit yes? Okay. Apply. Okay. Uh, Oh, it applied it. Do you want me to continue or hit Nix? Okay. Okay. And I see that, um, uh, WPA2, um, class W3 plus WPA3 mix personal. Is that the one you want me to click for the 5 GHz? Okay.
39:00
Speaker 2
and then select WPA2 slash WPA3 mix personal no for the meantime did you click Apply? Might be yes then quickly click Apply. no need no need to click Apply. Go back to the previous page, where you can see your 2.4 and 5 gigahertz band. Yeah for the five. Yes, for the five gigahertz. [silence]
39:00
Speaker 1
OK. Correct. yeah. Correct. OK. Correct. Right. Yeah. Yes, correct. OK. OK. One second. Oh, wait, what did I say? OK, hit apply. OK.
40:00
Speaker 2
Okay, so let me just confirm. So your WiFi name for the 2.4 is links greg underscore 2.4. And for the 5 gHz band, it's just links greg, which is your original WiFi name to avoid disconnection from your other devices. So you use also the same WiFi password for the 2.4 and 5, right? So the 2.4 security mode is currently WP2 personal. And for the 5 gHz band, WPA2/WPA3 mixed personal. Okay, click apply. And then click yes to apply the changes. You can also try to review your wireless settings.
40:00
Speaker 1
And then, um, yeah. And then, um, hold on. Let me just take a picture of this. Yeah, so, do you want to continue? Hit Yes. Okay. Okay, your router is applying changes. Okay, so now it's, uh, working, okay. Now there's, it's saying that it's, it's applying the changes. So now it's, uh, okay.
41:00
Speaker 2
And while it's, go ahead. And while it's applying the changes there because it will shows waiting, Right? Yes, Yes. Make sure to continue and apply the changes. Okay. Can we go back to the television, sir? Can we try to restart your television? Okay, then while it's applying the changes, try to reboot or restart your television. Thank you.
41:00
Speaker 1
Okay. Do you want me to wait for the changes to apply or is there not meat? Okay. [silence] Okay. So we have the sign. Oh, [inaudible] Oh, now I got a problem. It's saying, you're not connected to your router. Okay. Oh, that's on my downstairs computer where I tried. I'm applying it. It's saying, uh, it wasn't connected to the router.
42:00
Speaker 2
oh, no need because it's currently changing because we need also to restart your television and make sure to grab a wireless device so that we can check also that your 2.4 and 5 gigahertz band are broadcasting. Yeah, because we currently apply the changes. So we need to re-connect. So is your television or um is it restarted?
42:00
Speaker 1
Is it, let me see. Is it a router? Oh. But the light is still blue. It's blue. Oh, okay. Let's see. Oh, yeah. It has, uh, links as 2.4 and links as Greg. Okay, which is the length with Greg? Uh, uh, uh, uh, uh.
43:00
Speaker 2
Check the light indicator of your linksys devices. Okay, Mr. Working, check if we can... argh, you can see your 2.4 and 5 GHz band now. On the network list or available networks. Okay, can let's check if this computer can't connect with your 5 GHz band. The links is Greg. Yeah, links is Greg. [silence]
43:00
Speaker 1
Oh, it wants the security key. Okay, so I got to type that in again. Yeah. Yeah. Okay. Okay, that work. Okay, so now I got to check the colors. Okay? [ silence ]
44:00
Speaker 2
Of the password, yes. That's the password. Okay, how about your television? [silence]
44:00
Speaker 1
Oh, okay. It brings up Linksys green 2.4 for the devices. Okay. It can't connect to the five. Okay, so it can't connect to the five. Oh, okay. Okay, okay, so now I have to put it in.
45:00
Speaker 2
Okay. Can we try to connect your television to the 2.4 gigahertz band? Mhm. So after you restarted, go ahead. Yes. So there are some devices such as security cameras, printers and television that recommended to connect with the 2.4. That's why we tried to separate the band. But let's just try to figure it out if it will successfully connected.
45:00
Speaker 1
Oh, maybe now it did connect. Let's see. Yeah, the, um, okay. Oh, yeah. Okay, it looks like now maybe it is connected. Let's see. Oh, let me try something else. I, I'll just check my YouTube connection on the television and see if it works. Uh, Yeah, it looks like the television connected. Okay, so it looks like that connected. Um,
46:00
Speaker 2
Okay. [silence]
47:00
Speaker 1
Okay. Okay. Okay.
48:00
Speaker 2
But I would like to set an expectation also sir that five gigahertz band will provide a better speed. So to those devices that can connect with the five gigahertz band, just let them connect with that network. But for those devices that are still using vision that recommend to connect with the 2.4. So proceed. Okay, so this would be the explanation for that. No need to change the IP addresses of your Linksys Routers here because it might cause a lot of trouble. But to access the web interface or the router settings to manage. User the default IP address 192.168.1.1.
48:00
Speaker 1
Okay. Okay, so now I have the um and what I did is I wrote down the uh the settings, um so I have it. Um so that's uh good I guess. So I think now the television is working or set correctly for the upstairs. Um that's it for the moment.
49:00
Speaker 2
8-1-1 or myrouter.local. And you can also find that information on our support site. Feel free to visit support.linksys.com. Okay, that's good. So, since we have verified your correct network name and password and successfully connected your television, is there anything else that I can help you with? [silence]
49:00
Speaker 1
Okay. Okay. okay okay. You too. Thank you very much. Okay. Bye. Okay. Thanks a lot. Okay. All right.
50:00
Speaker 2
Okay. So, your paid support session is now complete and we've provided troubleshooting and issues have been resolved. So, this is onetime non-refundable session. So, further support would require a new paid session. So, after this call, I will send you also our Wi-Fi Fix Service guide for future purposes, for the helpful tips and guidance, via email, okay? So, just wait three to five minutes after this call. So, thank you so much, Greg, and have a great day. Bye. You're welcome. Bye. And you may now end this call for me. Thank you. You're welcome. Bye.
50:00