V2 Rubric Detail — 3ae599b2-71ac-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 22:13
Duration
43m 48s
Contact
Mary Passaglia
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134984
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall61.0% (+5.0)

V2 Grader Summary

The agent correctly handled warranty status and provided factually accurate instructions, but failed to perform the required modem-direct test, a critical diagnostic step. The issue remained unresolved, and customer effort was not minimized, resulting in a full failure to resolve despite valid technical guidance.

V1 Case Analysis

Customer with WHW03 mesh (SN 020J10M22A07960) reported both nodes solid red, no Wi-Fi, and inability to access router UI. Out of warranty; $15 paid support accepted. Performed power-cycle, factory reset (25 sec), 5-press on parent, role swap, and attempted access to http://myrouter.local via iPad and iMac. Encountered certificate warnings and 'server not found' errors. Issue unresolved; recommend escalation to Tier-2 or remote diagnostics.

Troubleshooting Steps
  • Verified model and serial number; confirmed out-of-warranty status.
  • Offered paid-support service and processed payment.
  • Power-cycled modem and both mesh nodes.
  • Factory reset both nodes (reset button held 25 seconds).
  • Executed 5-press method on the parent node.
  • Swapped parent/child node roles and reconnected Ethernet.
  • Attempted to access router UI via http://myrouter.local / https://myrouter.local on iPad and iMac; encountered certificate errors and 'server not found' messages.
Key Observations
  • Agent correctly applied 5-press method on WHW03, which is KB-compliant per universal_5press_models.md.
  • Agent failed to verify ISP modem status before proceeding with paid support and resets.
  • No clear next step or escalation path was communicated after troubleshooting failed.
  • Instructions were often unclear, with silences and repeated actions without outcome validation.
Positive Highlights
  • Correctly identified model number WHW03 and serial number 020J10M22A07960 [04:00–05:00].
  • Clearly communicated out-of-warranty status and provided both free self-help (support.linksys.com) and paid-support options [05:00–06:00].
  • Accurately performed the 5-press method on the WHW03, which is a valid escalation step per universal_5press_models.md [17:00–18:00].
  • Properly guided customer through factory reset procedure for WHW03 [14:00–16:00], consistent with universal_factory_reset.md.
  • Correctly instructed customer to use http://myrouter.local for local web access, the proper URL for WHW03 per universal_firmware_update.md and universal_port_forwarding.md.
Agent Errors / Gaps
  • Did not verify ISP modem functionality or perform direct speed test at modem before charging for paid support [transcript 20:00].
  • Provided confusing, repetitive instructions (e.g., multiple resets, 5-press, swapping nodes) without confirming outcomes after each step [14:00–30:00].
  • Failed to set a clear next-step or escalation path after repeated unsuccessful attempts to access the router UI [42:00–end].
  • Did not confirm whether the customer successfully connected to the 'Velop Setup' network before attempting UI access [27:00–28:00].
  • Did not follow Step 2 of velop_wifi_connectivity.md: test internet directly at modem to rule out ISP issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ends with the customer unable to access the router UI or restore internet; no resolution was achieved despite troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed resets and 5-press attempts but skipped essential steps: no modem reboot, no direct modem speed test, and no verification of WAN connectivity.
R3 Met Correct resolution path conf 96%
Agent correctly identified the WHW03 as out-of-warranty, offered paid support, and proceeded with appropriate best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent recognized factory reset state and red LEDs but failed to diagnose upstream issues—did not confirm ISP service, modem status, or perform a direct speed test.
T2 Not Met Appropriate tools / resources used conf 94%
The KB mandates testing internet directly at the modem (Step 1 in velop_wifi_connectivity.md), which the agent skipped despite clear symptoms; this required tool was omitted.
T3 Met No misinformation conf 97%
All technical instructions (25-second reset, 5-press method for WHW03, http://myrouter.local) are factually correct per KB; no material inaccuracies were made.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations about warranty and paid service, maintained control, and guided the customer through each step without losing direction.
C2 Met Confirmed understanding conf 92%
Agent used simple language, adapted to customer’s devices (iPad, TV), and repeated instructions clearly without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent processed payment, stayed on the call, and performed troubleshooting without transferring—demonstrated full ownership.
O2 Partially Met Proactive follow-through conf 89%
Agent gave procedural next steps but did not provide a timeline or follow-up commitment after the session.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted during this troubleshooting attempt.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent was polite but did not explicitly acknowledge the customer’s age-related concerns or frustration; empathy was present but not personalized.
X2 Partially Met Tone & rapport conf 89%
Agent adjusted tone for clarity but continued steps without confirming understanding—e.g., when navigating Safari security warnings.
X3 Not Met Overall experience conf 93%
Customer was asked to take pictures, repeat resets, and switch cables multiple times without streamlining; effort was increased unnecessarily.
Call Transcript83 turns · 85 lines
Speaker 2
[silence] 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.Lynksus.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, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again,
00:00
Speaker 1
I want to talk to somebody and. Oh Ephy, I'm so glad I got a hold of you. Ephy I have my serial number of my lynx system. we had a outage of our.
01:00
Speaker 2
Press 8. 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's 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. To hear these options again, press 8. Please remain on the line for assistance. Thank you. [silence] Thank you for calling Linksys. This is Epi. How can I help you? [silence] Uh huh.
01:00
Speaker 1
I have no idea what you're asking.
02:00
Speaker 2
Okay. So, that okay. All right. So I just pulled up your record here, ma'am. So this is under Mary. And last name it's spelled as.
02:00
Speaker 1
Correct and that, um, it's, it's amazing because that would be what we've always used. We've always used our wireless called path. And, you know, it had a had a, um, password, and it's all, you know, worked on our phones in the house, worked on our, all of our things. It's gone now. [silence] Okay. What I can see Cuz I can show, I can do it from my, my Wi-fi list on my television, let's use my television. It shows VELP setup D17. And then underneath it, which isn't marked is path, path.
03:00
Speaker 2
so you're unable to see your your net your network anymore mm-hmm okay okay
03:00
Speaker 1
I have no idea what I have. How would I know that? Could I look at something to see it? Okay, next. Yes, I do. Okay. Now, now it gets a little harder because I'm old and and I appreciate you helping me because I am so old. Okay. In my serial number, it's 7960. Is that how
04:00
Speaker 2
Okay, it looks like that one of the node here is reset to factory defaults. That's why you're you're uh seeing Velop setup. That's the default name. Okay, of the uh of the lynx system. And uh Ms. Mary, by the way. Um you have a WHW03 lynx mesh router. Is that correct? Yes. Can you please take a look at the uh the device underneath the device? You have there the model number and the serial number. No worries.
04:00
Speaker 1
yes.
05:00
Speaker 2
That's the last four, yes. Actually, I have that on our record. So, the last four numbers is 7960. That's 020J10M22A07960. Yes. So that's actually WHW03. It's the uh that is the model number. And um Miss Mary. um. Since the uh it's showing up red, that means it's not connected. Okay. So it seems that the device is reset to factory default. So there's a need for us to reconfigure that ma'am. Okay. So we will manually configure the device, right? There are ways. There are two ways to set that up. And ma'am, just to set your expectation, this router WHW03 is already out of warranty. Okay. Based on the serial number, it's out of warranty. And um, for out of warranty devices, it uh,
05:00
Speaker 1
Okay, how much would you helping me, yeah, $15 Yeah, if it fixes it within the hour, you think you can make it work, I am willing to trust you for $15
06:00
Speaker 2
it means it's no longer covered for free technical support. Okay? So we do have two options. Yeah, we can give you two options, okay? The first option is our website, it's for free. that would be support.linksys.com. You will find articles on how to set up your mesh router. You can also take advantage of the AI tool at the bottom right. Okay, that's the first option. Our second option is the paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] That's one five. It's a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes or an hour of troubleshooting. So we can walk you through the process, but then again, you need to pay for the service since it's out of warranty. that is it. [silence]
06:00
Speaker 1
[silence] Yes. Yes. They are on and they are bright red. That's That's OK. You want my credit card? Can you use a mask and a? Yeah. You tell me when.
07:00
Speaker 2
Well, yes, as long as it's not a hardware issue, ma'am, we can still fix that, okay, and we can still resolve the issue. And right now, both of the L-ncis mesh routers are red, is that correct? They're both red, and they're turned on? Mhm. Okay. All right, yes, so it's just a matter of configuring it properly. Now, maam, this, by the way, that this paid connect service is non-refundable, okay, so if ever the device is deemed to be defective, we cannot replace the device since it's out of warranty, and we cannot process, refund, okay, just to set your expectation. All right, so we'll process the uh, um, transaction, yeah. Yeah, just hold on please. Let me, just give me one minute. Yes, sure, no problem. so I'm kind of ready I'll buy it you ready your credit card information [silence] Okay, ma'am, so please get ready I'll your credit card information.
07:00
Speaker 1
Yeah. And then I put in my information, and then once it goes through, you come back, correct? I'm going to use American Express. I'm sorry. You want my name, it's Mary Pasala. Yes. [REDACTED_PAYMENT_DIGITS] six 9, six eight, six 3, [REDACTED_PAYMENT_DIGITS] Is one [REDACTED_PAYMENT_DIGITS]?
09:00
Speaker 2
I will stop the recording for security purposes.
09:00
Speaker 1
[REDACTED_PAYMENT_DIGITS] I'm trying to do my credit card by heart, so I might have made a mistake with the numbers, but I think I got it right. Thanks. Thank you. That's great, only I can't get my email right now, right, you know. Nothing's working.
10:00
Speaker 2
Okay. Right. Let me just process this, ma'am. Yes, your you are actually successfully charged, ma'am. And a copy of the receipt will be sent to your email, okay? So just give me... Yes, okay. Later on. Yes, you will you'll get that later on. you'll check that later on. Okay, and... So again, your email is maypassalia, your first and last name, the number three.com. Correct?
10:00
Speaker 1
Okay. Perfect. Thank you. Yes. Sure. Correct. No. No. Yes. Yes. My black box of my internet is connected with an ethernet cord into my into my node, my main my
11:00
Speaker 2
Okay. All right, ma'am. So let me just resume the recording so we can start with our uh troubleshooting. Here we go. All right. Can you hear me okay? Okay, ma'am. So let me verify first your cable connection. So, do you you do have fiber optic as your internet provider, right? Mhm. Okay. Now, your your fiber optic box is is it connected to the main node? To one of the links node and is it connected to the first port? Yes. And is it connected to the first port? The one on the left.
11:00
Speaker 1
Yes, it is. Yes, it is. Yes, but my other node is in a back bedroom. You know, I just use it as a booster. Do I have to mess with it in. Sure. Okay, so, yeah, give me one minute. Yeah. Okay, I have one nose, and I'll go get it right now.
12:00
Speaker 2
[silence]
12:00
Speaker 1
Ma'am. Does the node have to be plugged in? Okay. Okay. Okay. It's back on. Okay. And it's right beside the mother node.
13:00
Speaker 2
Yes, it has to be powered on. OK, all right. So we'll just wait for the, for that light to turn solid. So while waiting, ok, uhm, we will just perform a reset on the parent note. Ok, we will do it
13:00
Speaker 1
Okay, and it's red right now and I'm just going to press it for 25 seconds. Okay, I'm starting now and I'm counting. [silence]
14:00
Speaker 2
properly. So just press, since that has been reset earlier, so we'll just do the reset properly. So press and hold the reset on the mouth mother node or the parent node. Um, just push the reset button for 25 seconds, okay? Yes. That is correct. Yes, ma'am. Okay. [silence]
14:00
Speaker 1
Can I let go? I think it's been 25 seconds. OK. OK. I'm doing it right now. I got it. On my, on, on the, on the baby node, right? OK, the mother load, mother node one is just kind of bluish but I don't think it's on. And
15:00
Speaker 2
Okay, you may let go. And we'll also do the same thing on the other no node ma'am the child node. So, yeah, just press and hold the the reset button. Actually, you you can you can tell if it's properly reset, because once the the lead indicator on top will blink. Um, it should turn off. And then, uh, you should be able to see the blue light on top. So, just keep it pressed. Yes. Yes. On the baby and the the mother node. Yeah.
15:00
Speaker 1
And the other one is kind of bluish, but I, and just, they're not blinking. The mother node is not blinking. It's solid blue. And the second node is kind of a bluish color too, but it doesn't look like it's lit, if you know what I mean. It doesn't look, it's blue, but I don't know if it's glowing blue. Oh. Yes, they're both solid.
16:00
Speaker 2
[silence] But right now it's still blinking, right? Is it solid blue or what? [silence] Okay. [silence] Okay, just let me know if both of the node are solid, okay? If the lights are solid.
16:00
Speaker 1
- [silence] Hmm.
17:00
Speaker 2
Okay. So they're both solid. The child node. No need to, but the mother node, is this, is it still solid blue? Okay. So, we'll do a, a five press on the parent node. Okay? So to do the five press, ma'am, just press the reset button five times. Okay? You may do, yeah, just do not press and hold it, but press it once and do it five times. So it's like press release, press release, and do it five times.
17:00
Speaker 1
Okay, I did it five times. No, no blinking. Yeah, we have an iPad. Looks great. I can see yours. Just a great day. Awesome. I see it. I see your face. I see whatever's behind you. I can see it all clear.
18:00
Speaker 2
Uh okay. Um now please check the uh child node light, if there's any, uh changes if it's blinking. Okay, while waiting for that ma'am, do you have any computer available? a laptop or maybe a desktop or an IPad? or tablet? Okay, can we, yup, can we use your IPad for the meantime? And uh kindly take a picture by the way of the Wi-Fi settings at the bottom of your parents mode. Okay, so
18:00
Speaker 1
Okay. Okay. I'm trying to make my... Okay.
19:00
Speaker 2
the bottom, you would be able to see there a sticker with the Wi-Fi detail like the Wi-Fi name and the Wi-Fi password so kindly take a picture of that.
19:00
Speaker 1
I tried to take a picture of it. Let me see how the picture came out. मार्ट, which, Oh, yeah. मार्ट, which iPad did you say we could work on? Okay, hold on. Let me look and see. Okay, yeah, I think you can read this. It's you're going to freak out because it's upside down, but other than that, it's readable. Okay, so yes, I have a picture. Now, you want me to send it to you somehow? Yes. Yep.
20:00
Speaker 2
Okay. Okay. no need to right by the way, prior calling us, ma'am, uh, you, you did contact your internet provider, right, to verify your modem connection and the, the modem is working, right, uh,
20:00
Speaker 1
Okay. I'm now I have it. The networks are spinning. Yeah. um No, that's what's so weird. It isn't it isn't there. It shows Volop setup 01 S, but that's not the one I use. So do you want me? I
21:00
Speaker 2
Okay. Just want to make sure, because you know the, the links, those devices rely on your modem. So, if there's no active internet connection with the modem, the links, this will not work. So, we just need to make sure of that. All right, so now on the iPad, kindly go to settings. And then look for Wi-Fi. Okay. And Okay, so do you see there the network, the one at the bottom of the parent node? So do you see that network name there? [silence] The one underneath, remember, I asked you to take a picture of the [silence] bottom of the parent node.
21:00
Speaker 1
Yeah, I have them. The network is... Well, no, okay, the name is V E L O P set up D17. No. No, I do not. Nope. Yes, I can do that. I did it and it doesn't come up.
22:00
Speaker 2
ME: The parent node settings underneath it.
22:00
Speaker 1
no shows on my television doesn't show on my iPad I see vel is set up 01F. okay, hold on okay, give me a second. okay, so the child node I'm taking, I'm unplugging it's white cord from the power. I'm taking.
23:00
Speaker 2
it's still not showing. Okay, When you go to your iPad, um you see Otrvalve setup there, right? Okay, I think that's the other one. Um, Can we make the child node as the parent node, ma'am? So let's uh let's actually let's swap your node, okay? So uh connect the child node, sure, sure, no problem.
23:00
Speaker 1
You want the ethernet cord out and put in? I'll do it. Do you want me to pull the ethernet out? Oh okay. Okay. Yes. Okay, I did and now you want me to put it in the child one, right? Okay, I've done that. It is the one under the reset button. Got it. It is in. [silence]
24:00
Speaker 2
Yes ma'am disconnect the modem, the cable coming out from the modem, I mean from the Linksys because you had a cable connected from your modem to the Linksys. So kindly disconnect that from the Linksys so I think it it's connected to the first port so disconnect the cable.
24:00
Speaker 1
it's on there's no light oh huh I never mind I didn't put the white I'm sorry I didn't put the white cord in okay now it's now it's with blue for a second now it's not well, it's, it's, yeah, well, it's, it's, it's, it's, it's, it's, it's, it's, it's, yeah, but it it's, yeah, the parent node, it, it is it is kind of a blue color, but it's not like, it's it's not real blue. And now when I look at my phone and look at Wi-Fi and it says volo setup D17, there's no internet connection, because we've disconnected it, right? But then when. There's others.
25:00
Speaker 2
Well, it's a different degree color OK, what is the the LED indicator color? Is it solid blue or the the the the current notification no ma'am? Yes.
26:00
Speaker 1
So Velop setup 01 or whatever this one was, isn't showing up. Velop setup 017 isn't showing up. Oh, here it is. Now it does. Okay. So I can see it on my phone. Do you want me to add my password? Do you want me to add the password? Okay. Let's go. Oh. Thanks. I got it. FG. Hold on just a minute. I just gotta put a little more light on it. I'm we're in the middle of a rainstorm, of course. Just stay with me just a second.
27:00
Speaker 2
okay. Yes kindly kindly select that network mam and then put in the password. The password is the one underneath the, that parent knows. okay, the new parent knows.
27:00
Speaker 1
Okay, I'm in the O1F1 and then it's, I'm gonna start over. So it's F. A. G. P. N. three, d, k, y, o, U.
28:00
Speaker 2
Okay, sure. No problem. Mhm. Red. What about
28:00
Speaker 1
It's red, also. Absolutely. Yes. Okay. It's yeah. Five presses. Okay. I did.
29:00
Speaker 2
The other node. Okay. but right now when you connected to develop set up zero one F, um, it shows a checkmark there, right? It has a checkmark. Okay. now let's just do a five press on that new mother node man, our new parents node. So again, yeah. Press the reset five times. five presses. So, press, release, press, release, press, release. Do it five times. [silence] Okay.
29:00
Speaker 1
Nope, it's red. It's red. Solid red. Yeah. Correct. Sure. Hold on. Yes. I guess. Yes.
30:00
Speaker 2
So can you see the lights blinking on the new parent node? is solid so even after you did the five press it's still solid the lights did not change okay all right can we go to your iPad please and are we still connected to develop setup zero one F can you still see a checkmark there all right now do you have Google Chrome [silence]
30:00
Speaker 1
I do not believe he does. Yes. Why can't I make... It's this, this computer. The only one that works. That one doesn't work. Oh, you told me the one that... I said, this one. You are using that one. Okay. Excuse me. Let me find the right computer. It's using the default one. Okay. So now I'm on the iPad. That has I'm waiting for the check. I'm waiting. Okay. So it's on setup 01F. Okay.
31:00
Speaker 2
on your iPad? but do you have Safari? okay, can we open up Safari? right now, we have no connection. okay.
31:00
Speaker 1
now, and it says no internet connection says no internet connection Safari okay Safari I mean, address bar you've got to tell me where the address, I see the search bar says ESPN but I we're okay, so that okay that is the one okay, so what would you like me to type
32:00
Speaker 2
okay. all right. so now let's open. that's all right. that's okay. so, yeah. kindly look for a browser. if you have Google Chrome, that's good. we can use that, but if you don't have it, let's just use Safari instead. so just open Safari, and then on the address bar, type in, type in, the address bar is right on the very top. that is that is where you usually type in the the website. okay, just clear out the address bar first and type in http://
32:00
Speaker 1
Mhm. okay hold on uh colon uh backslash backslash Got it. I got it Forward forward. I'm with, I'm with ya Okay. Okay. Okay. And then do I hit something?
33:00
Speaker 2
H for Harry, T for Tango, P for Peter. Http and then colon slash, slash, forward slash, it's below the question mark symbol. Yeah, and then my router, yeah, my router.local. L-O-C-A-L. Yes. Press enter and tell me if you get [silence]
33:00
Speaker 1
I get linksyswifi.com, but it says safari can't open the page because the server can't be found yes okay, let me let me get rid of what's on here and go back.
34:00
Speaker 2
Again, that is HTTP colon slash slash my router dot local right and can you type in can you type in HTTPS colon slash slash my router dot local.
34:00
Speaker 1
So, you want HTTP colon SS slash slash, okay, and then local my router dot local connection isn't private. This website may be impersonating my router dot local. Is this you should go back to the, okay. I don't see it there. Show details. Is that it?
35:00
Speaker 2
https, let's try https colon slash slash yes, with the S. yeah. my router.local, [silence] Okay. That's all right. That is so with regard to the certificate. So do you see advanced option? Just go to advanced. Yeah.
35:00
Speaker 1
Yeah, it says view the certificate, visit the website. I don't see a word advance. I see Safari warns you when the website has a certificate that's not valid. Okay, I'm going to I'm going to do it again. http:// Oh, you want an S on it, right? ://my [silence]
36:00
Speaker 2
Yeah, just yeah, Click on Details and you should be able to see their advanced. Yeah. Once you click Advance just proceed or continue. Then do you see continue below? Continue to uh, http something? Scroll down, Try to scroll down. Hmmm. Yes.
36:00
Speaker 1
my router dot local, right? This connection is not private. And it says my choices, show details or go back. So I show the details and it says, okay, but then there's the only choices I have are to go back or view, you can, to learn more, you can view certificate. If you understand the risk involved, you can visit this website. Can I visit the website? No, I do not.
37:00
Speaker 2
yes ma'am show details okay you know don't see there arm after you if you scroll down you don't have an option advanced or continue
37:00
Speaker 1
No, it says this connection is not private. It may be impersonating my router dot local. To seal your personal and financial information, you should go back to the previous page. Safari warns you when a website has a certificate that's not valid. To learn more, you can view certificate. If you understand the risk involved, you can visit this website. I can reload it with I can reload it with reduced protections. Should I hit that? Sure. Sure.
38:00
Speaker 2
No option for advance or visit the site or something. okay. do you have a computer, Maar? can we try HTTP again HTTP colon slash slash myrouter.local
38:00
Speaker 1
Okay. Okay, http colon forward slash forward slash my router, M-Y-R-O-U-T-E-R .dot .local. And it it shows up on the search bar as links smart Wi-Fi.com. And then it says, Safari cannot open the page because the server can't be found. Yes, I've got a map. Yes, I've got a Mac right beside me. Hold on. Okay.
39:00
Speaker 2
Yes Ma'am. Okay. Um. How about this? Aside from your iPad Maam do you have a computer? A laptop or maybe a? Okay. All right. Thank You. Yes. Can we
39:00
Speaker 1
Yeah, I will. It just takes me a minute. Not everything was always switched on. My hour's going to be up pretty soon.
40:00
Speaker 2
Can we use that computer instead since it's not loading on your iPad? So kindly look for the Wi-Fi icon on your iMac. On top you should see there the Wi-Fi icon. Then look again for [velo setup 01 F].
40:00
Speaker 1
Okay, my Wi-Fi is on. Okay, and I see the setup one. Do I want me to hit that? Okay. Okay, so this one needs its password, correct? Okay, so I've gotta go back and look at the picture or I have to take my thing and okay, share the password. Can share it with my phone.
41:00
Speaker 2
okay, yes. Select velop setup 01f and put your password again. Yeah, I think you need to [silence]
41:00
Speaker 1
I got it. I, I, okay, I got it. Okay. So, let me go down. Um, it's, it says my internet is up. And so I'm going to go Safari. And I think I've probably memorized what I have to put in. H T T P colon backslash backslash, or forward slash forward slash. And then it's my router dot local, Download the app for setup. Okay. Do you need me to download it?
42:00
Speaker 2
Yes, you need to take a picture of that because.
42:00
Speaker 1
Yes. it says, download the Linksys app for set up. It's the best way to manage it.
43:00
Speaker 2
Okay, I'm sorry. Are you connected to the network, Bellup Setup 01? Okay. Do you see, do you see the picture of two phones? Okay, just click on it. Okay, what happened after you clicked on the phone image?
43:00