V2 Rubric Detail — 3c508a56-71c4-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-27 01:05
Duration
77m 47s
Contact
Judith Lozanoff
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135039
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall85.9% (+29.9)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through pairing, login recovery, and configuration, with internet confirmed on multiple devices. However, a material technical error occurred when the agent misstated the LED meaning for MX6200 — solid white does not mean 'connected' per KB, which reserves solid blue for that state. This inaccuracy affects T3 rating despite overall resolution.

V1 Case Analysis

Assisted customer with MX6200 setup after modem replacement. Performed 5-press reset, accessed UI via myrouter.local, reset admin password using recovery key, released/renewed IPv4, and reconfigured Wi-Fi SSIDs. Internet restored; customer confirmed connectivity on phone and TV.

Troubleshooting Steps
  • Verified modem power and unplugged old router.
  • Performed 5-press reset on MX6200.
  • Guided customer to access router UI via myrouter.local / 192.168.1.1.
  • Reset router admin password using recovery key.
  • Checked firmware version.
  • Released and renewed IPv4 address.
  • Reconfigured 2.4GHz, 5GHz, and 6GHz SSIDs.
  • Verified internet connectivity on phone and TV.
Key Observations
  • Agent incorrectly claimed the Wi-Fi password is the router admin password for MX6200, contradicting KB documentation.
  • Agent misstated that a solid white LED means 'connected' on MX6200, which is false — solid blue indicates online status.
  • Call was inefficient due to repeated, unclear instructions and failure to streamline device access.
  • Despite errors, the agent correctly used the 5-press method and recovery key flow, leading to a confirmed fix.
Positive Highlights
  • Correctly performed the 5-press reset procedure for MX6200 at [03:00], which is valid per universal_5press_models.md (MX6200 fw ≤ 1.0.6 only — firmware was 1.0.6.214447).
  • Successfully guided the customer through the password-reset flow using the recovery key at [26:00], following universal_password_login.md.
  • Achieved a working internet connection by releasing/renewing IPv4 and reconfiguring SSIDs, with customer confirmation at [75:00]-[76:00].
Agent Errors / Gaps
  • At [25:00], incorrectly told the customer to use the Wi-Fi password as the router admin password. According to universal_password_login.md, SPNM6x series (including MX6200) use the Wi-Fi password as default admin password only if unconfigured, but after setup or reset, it may differ. The agent presented this as a universal rule, which is misleading.
  • At [06:00] and [36:00], stated that a solid white LED indicates a connected router. This is factually wrong: per led_intelligent_mesh_consumer.md, MX6200 is NOT covered by Intelligent Mesh LED behavior. It uses Cognitive Mesh, where solid blue = online. Solid white is not a defined state for MX6200 in the KB.
  • Provided repetitive and vague navigation steps (e.g., [32:00] 'click on C'), causing confusion and inefficiency.
  • Failed to recognize that the customer was on an Apple device early ([18:00]), leading to unnecessary troubleshooting detours.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working on phone and TV by end of call: 'looks like we do have are able to get online' and 'TV is connected to the internet'.
R2 Met Diagnostic thoroughness conf 96%
Agent performed 5-press pairing, attempted UI access via myrouter.local and 192.168.1.1, guided through password reset using recovery key, checked firmware, released/renewed IP, and verified connectivity.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path for setup and connectivity issues on an out-of-warranty device without dismissal, aligning with best-effort standard for OOW devices.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified core symptoms (no internet, login failure), verified modem status, used LED state to guide steps, and followed logical diagnostic flow from physical connection to configuration.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately used 5-press pairing, local web UI access, recovery key reset, firmware version check, and DHCP release/renew — all correct tools for the scenario.
T3 Not Met No misinformation conf 91%
Agent incorrectly stated 'solid white means connected' for MX6200, but per KB (led_intelligent_mesh_consumer.md), MX6200 uses solid blue for online; solid white is ready-for-setup. This is a material error on a core diagnostic indicator.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general direction but had multiple long silences, repeated unclear instructions, and struggled with transitions (e.g., repeated attempts to access UI, unclear shift to laptop).
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated steps when needed, confirmed understanding, and adapted explanations when customer was confused (e.g., Wi-Fi setup, password entry).
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and persisted through multiple obstacles to achieve resolution.
O2 Met Proactive follow-through conf 95%
Agent set clear next steps: change Wi-Fi names, verify internet, reconnect devices, and purchase a switch. All were actionable and completed during the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed gratitude for patience multiple times, used polite language, and remained composed despite technical difficulties and customer confusion.
X2 Met Tone & rapport conf 94%
Agent adjusted tone and pacing, repeated instructions clearly, and checked in frequently to maintain engagement despite device and access challenges.
X3 Partially Met Overall experience conf 85%
Agent asked customer to take photo of label and switch between devices unnecessarily; could have streamlined steps by focusing on one access method earlier.
Call Transcript130 turns · 139 lines
Speaker 1
This is Linxus technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linxus specialist. Hello, good evening. This is Epy from Linxus. I'm calling for Jude Lozenoff. Yes. Hi there. Is this good? All right. Can you hear me? Okay. Is the line clear? Okay. Yeah. I apologize for that. There was just a problem with our, um, soft phone with our. Okay. So, were you able to take it out? All right. Good. Okay. So, now, what we're going to do next is we're going to connect the cable from your spectrum modem, ma'am to your new MX 6200 router. So, make sure you connect it to the internet port.
00:00
Speaker 2
Yep. Yep, this is Judah. Yes. Yes. Okay. Yes.
00:00
Speaker 1
The internet for, right, it has actually a label that says internet. So make sure you have the modem connected to that port. okay all right and please power on that uh router ma'am the uh mx 6200. okay can you tell me okay is it solid blue okay so
01:00
Speaker 2
okay. yep. okay. okay. i did that. okay. it is. oh wait a minute. it has a blue light at the top. yes.
01:00
Speaker 1
so, you, the, the modem is turned on, right? The spectrum modem. Is it, is it turned on? And, right now, the, the old linkus router, is it unplugged? Did you turn it off? Okay. Okay. Okay. Okay. All right. So, now if we're having,
02:00
Speaker 2
Yes. Uh, let me unplug it. Okay, it's unplugged. All right.
02:00
Speaker 1
It shows solid blue light on the parent node, I mean on the Linksys router. So what we're going to do next is we will perform a five press map. Okay, this is a quick and easy setup to configure this Linksys router. So to do the five press, kindly press the reset button at the bottom. Okay, press it five times. Okay, do not press and hold it. Just press it once and do it five times. Okay, so it's like press, release, press, release, press, release, press, release, press, release. And yeah, so that's it for the setup process. Okay, ma'am. Hello. All right. So, did you? All right, so we'll wait for it to turn solid, okay? So it's flashing. What color? Thank you. I've already transcribe this for you.
03:00
Speaker 2
Hello? All right, so the light is flashing. Okay? Blue? White, blue?
04:00
Speaker 1
Okay. So while waiting for that ma'am, can you please take a photo of the Wi-Fi settings at the bottom? So take a picture of it. Yes. It's at the bottom. Yeah, bottom of the Linksy say router. Yeah, you should be able to see there the Wi-Fi name, the Wi-Fi password, as well as the recovery key.
05:00
Speaker 2
[silence]
05:00
Speaker 1
Okay, it's solid, um, What MAM? I, I, um. Solid white, um. Okay, it's solid white, okay. Solid white means connected, okay? So, can we go to your, uh, Do you have a computer or, like, your, your iPad? Do have any wireless device, ma'am? Um, you do. They have internet, so because I don't have, um, I'm not connected to internet at this moment.
06:00
Speaker 2
okay, it's solid, it's solid, it looks like a light blue or a white, with lights on the top, I have like my iPhone, I can just use that, it says, setup 657
06:00
Speaker 1
Okay. Yes, we can we can actually use your your phone but we may have a hard time accessing the router. Mam. You want to personalize your network, right? You want to change your network name? You don't want to bellup setup? Do you want to change it to something else? Okay. Yeah. Do you have aside from your phone? Yeah, because you're using your phone to call us. Uh do you have another wireless device aside from your phone? Is that the only uh wireless? Uh, yeah. Do you have a laptop?
07:00
Speaker 2
uh, could it be my husband's phone? I don't. I mean, we have a laptop, I don't know if. I can see. Let me go. Let me go see if the laptop is charged. Hold on one second, cuz I really don't. I just use my phone. But it might be charged. Let me look. [silence] If you've got your core at home, then it should be.
07:00
Speaker 1
okay alright yeah your your phone will do man that's fine we'll just uh try to use your phone okay so can we go to is is your phone [silence] okay um you might start with setting uh [silence] do all the things [silence] not just uh you know uh from [silence] [silence]
08:00
Speaker 2
I'm looking. I don't even know where it is.
08:00
Speaker 1
Okay, kindly go to settings and then Wi-Fi check if you see that Lep set up. Okay, now please select that and then connect to it. It will ask for the password and that's the password underneath your Linksys router. It's on the uh the label underneath it.
09:00
Speaker 2
So yes, I do both. Okay.
09:00
Speaker 1
Oh, that's the zero. OK, all right. That just shows it's online. It says no internet connection. What is the can you check the the LED indicator? [silence]
10:00
Speaker 2
If the circle is a O or a zero? Presence of a check mark next to it. It says now it went to no internet connection.
10:00
Speaker 1
on top of the of the link list uh yes is it still solid white okay does it have a check Mark when you connect to the develop setup okay can we open up um can we open up a browser ma'am like uh Google Chrome or uh Safari
11:00
Speaker 2
yup. I'm just checking to see if I put the right 95V21. Yup, looks like I put in the right password. Um, what are you asking me if the light's still on. It is. Yup. It does. Safari, okay.
11:00
Speaker 1
Yeah on the address bar type in well HTTP: slash slash myrouter.local. Then press enter.
12:00
Speaker 2
Okay. Do you want me to put something in? [silence]
12:00
Speaker 1
Yes, ma'am. No results. Below the question mark. That's the slashes. [silence] [silence]
13:00
Speaker 2
No results HTTP colon://my router.local. Yep, and it says no results. Yep. And just like, let me just make sure.
13:00
Speaker 1
Hold on. Check here. Yes. Below the number two. Those are the slashes. So, again, http colon slash slash my router.locol. Or, if that doesn't work, let's try this one. http colon slash slash 192...
14:00
Speaker 2
I don't have anything below the question mark. That's the like the space pad. It's below the number two. Okay. Yep. That's what I did. Yep. That's what I have then. Hey wait one second cuz it it went one. [silence]
14:00
Speaker 1
[KEEP_UNCERTAIN] 1 9 2. 1 6 8. 1. 1. 1. 1. uhuh. Okay Ma'am uhuh yeah I really yes this is uh what's happened if we use a phone sometimes um we we're having a hard time accessing the uh the router settings so would it be possible if we use uh a computer? [silence] Do you have your laptop available so we can access the router settings properly and we would be able to configure this in a correct way.
15:00
Speaker 2
let me go look it up again [silence] hey Greg what's the password to get into your computer [silence] uh TMLUM T-Y-L-U-M [silence] that didn't work. Oh, wait a minute. It did. Okay. um the in? Well, it says your computer was restarted because of a problem. So it's restarting, I guess. everything's messed up right now. I can't get on PHR. Well, that's because I'm trying to do this router. That's the problem we're going to have. How's this computer going to work if there's no internet?
16:00
Speaker 1
Ma'am, we can still access the router settings even without internet. So, it would be easier for us to access the router if we use the computer, because that is, yep. Okay, that's what I'm trying to do. Did you see the wireless icon at the bottom right-hand corner of your screen on that computer? That computer is running Windows 10 or 11. It's Windows 10, I believe.
18:00
Speaker 2
I can't get in. I'm just, I'm just wondering if I'm going to be able to use the computer. Okay. Can you get into any of these? You are not connected to the internet, so it doesn't work. The wireless icon, what does it look like? I don't know what a wireless icon looks like. I have no idea. It's not my computer. It's my husband's. [silence]
18:00
Speaker 1
[silence] Okay, do you see the search option at the uh uh bottom beside the the Windows logo? It says search. [silence] Okay. I think that is Okay, I think that is an iMac. That's it. That's Apple. Okay. Do you see the the Wi-Fi icon on top? On top of your screen. Where you usually view available networks? [silence] It should be on the top left. Okay, click.
19:00
Speaker 2
s, it's okay to make the paper larger, I guess. Mm-hmm. [silence] I use an Adobe product and sometimes it'd be like if I wanted to just quickly see where the photo is stored
19:00
Speaker 1
yes ma'am, select the Dell of set up then it will ask for the password just put in the password, password, [silence] the password is underneath the router, you can you can see the password there, the Wi-Fi password [silence] yes ma'am, [silence]
20:00
Speaker 2
Oh, which is HTTP. Um, where's your colon on and then plus slash. And then what was the rest of the password. Oh, that password. Oh, all right. Hold on.
20:00
Speaker 1
Yes. OK good. Now, um, on your computer, ma'am, do you have, uh, Safari?
21:00
Speaker 2
And you said that was there zero, right? After the one even. What happened? When I was putting that in. I I was looking at the keypad. I don't see anything. I just put return and now I don't see anything. Let me go back. says, yeah, password required. Okay, so there's a check mark next to it.
21:00
Speaker 1
okay can we open up Safari? okay now on the address bar right on the very top please type in http:// Okay, one nine two. dot 168 dot one dot one then press Enter
22:00
Speaker 2
yes. okay. Safari can't find the server, but I opened it. Okay. Yeah. Why? Was it one point. It's one night two
22:00
Speaker 1
Yes, yes, that is correct. Okay. Do you see? Do you see advanced option? Do you see advanced? And then... Do you see... Okay. Do you see advanced? Okay. Yeah. Continue, just continue. Yes, just proceed, ma'am. Just hit proceed. [silence]
23:00
Speaker 2
Warning. Do I see it says, click advanced greater than accept the risk and continue? This connection is not private. How do I proceed? I [ silence ] I don't see the option to put the username and password in here. What is the username and password?
23:00
Speaker 1
Okay, just click on the show details and the proceed button.
24:00
Speaker 2
It says show details or go back. I know, do you? Uh-huh. Uh-uh. It either says go back or details our support Safari warns you to learn more you can view the certificate if you understand the risks involved you can visit this website. So visit this website. Are you sure you want to visit this website? Okay. All right. Let's get you up and running. Download the LinkSys app for setup. Mhmm. Two phones. Where's two? Oh yeah. So click on.
24:00
Speaker 1
[mumbles] all right, so it's asking for router password. Just type in the Wi-Fi password there. For the router password. And the Wi-Fi password can be seen underneath the router. Mm-hmm.
25:00
Speaker 2
Internet connection is down. Log in with your router password. Yep, plus he had me take a picture of it. Incorrect password. Try again. All right. We're going to go back.
25:00
Speaker 1
[silence] If the password doesn't work, ma'am, you may click on reset password. [silence] Is there an option? [silence] Just just reset password. And then it will ask for the recovery key and type the recovery key which is also underneath the router.
26:00
Speaker 2
We have four attempts. The password going to reset. Yeah, so do you want me to try the password again, or just do reset option? [silence] Create a new password and a hint.
26:00
Speaker 1
Okay, so it's asking now for you to create a new password. That's the router password, by the way. Uh just to create a new router password. I think that is at least um 10 character password and should be combination of numbers and letters.
27:00
Speaker 2
sorry yeah. What is it? Sorry. Okay. You've already got teethings. [silence] Your paste can't have the same character twice in a row. Are you kidding me? Okay. [silence]
27:00
Speaker 1
Yeah, I'm still here. I'm still here, ma'am. So, all right. Okay. So what do you see on the screen? Um, right now, are you able to sign in? [silence] Yeah, I'm still here. I'm still here, ma'am. So, all right. Okay. So what do you see on the screen? Um, right now, are you able to sign in?
31:00
Speaker 2
Okay. Okay. we're in we still there Hello Okay. Network status no internet. Yes, I was able to sign in.
31:00
Speaker 1
Okay, so you see there the uh the Linksy Linksys Smart Wi-Fi tools, right? It says Linksys OK, all right, ma'am. So, do you see there C option down at the bottom right beside privacy policy? The letters are really small. It's on uh uh it's highlighted in blue colored text. Beside privacy policy, it's at the bottom. Yes, click on C. [silence]
32:00
Speaker 2
What are the oh yeah smart Wi-Fi tools. Yep. Um, yes. The A okay
32:00
Speaker 1
okay, all right, so okay, ma'am. So can we go to troubleshooting? Okay, then under troubleshooting, look for reports. It's under status below status. There's report. Okay. And kindly look for firmware version, ma'am. What's the firmware version? Yes. Click on reports first.
33:00
Speaker 2
Okay, the firmware version 1.0.6.214447. Okay. Okay. Yep. Yep. Yes. Yes. Okay.
34:00
Speaker 1
Okay. And then, um, do you see there internet address IPv4? Okay. Click on release and renew ma'am, okay, okay, okay. After you, uh, release, renew, okay.
35:00
Speaker 2
your router is applying the changes
35:00
Speaker 1
Do you see numbers under IPV4? I'll okay it's still waiting. All right, can you check the lights on the on the links is is it to solid Warrant?
36:00
Speaker 2
I just have a little white square that says waiting and it's circling. uh... um... wait, see. I can't see anything because of the square. Yeah. Yep. [silence] Yup.
36:00
Speaker 1
Okay. Going back to the Linksys page, ma'am. Is it still waiting? Is it still loading? Okay, try to refresh the page. Sorry 'bout that. Try to refresh the page. Mhm. On the address bar, or do you see the cycle thing on top?
37:00
Speaker 2
Yes.
37:00
Speaker 1
Okay, so, press okay. I'm sorry, just go to status. Sorry about that. Click on status. And then scroll up and look for internet connection IPV4. Yeah. Just just scroll up. Scroll up. Yes. And look for internet connection IPV4.
38:00
Speaker 2
Okay. So, now it came to troubleshooting troubleshoot router settings. Okay. When I click on status, it doesn't go anywhere. it's stuck on diagnostics. What? Go up to what? I'm still on troubleshooting and I have a choice of.
38:00
Speaker 1
Okay. Um, under, yeah, you're still under status and do you see there internet connection IPv4? Internet connection IPv4. What is the internet address? Do you see internet address? And, okay. Uh, can you please scroll up, ma'am? 'Cause the the details is, is still, um, still up on.
39:00
Speaker 2
Oh, it's in status. Okay. So now I'm scrolling up to what? I... Uh, I... Yes, yes. The IP- it says IP V4 address. There's... There's one. Um, I see it's- there's one for an iPhone and one for Greg's Mac.
39:00
Speaker 1
Not that one, not that one. Try to scroll up. Yeah, top of the page. Just look for internet connection IPV4. Exactly. Do you see the router information, right? You see the firmware version? Oh, yeah. Okay, sorry, sorry. You're still under report. Alright. Yeah. Under report. Do you see firmware
40:00
Speaker 2
the one nine two dot one six eight okay the top of the I'm at the top of the page I do not see that this is I'm under report and status
40:00
Speaker 1
Oh, okay. I think you're, okay, sorry. I think you're still under devices. Click on report. Click on report. Okay. Now, yes, uh, you've, uh, I've, uh, I already have that. So, kindly look for internet connection. IPV4. What is the connection type? is it automatic configuration okay. Now, do you see numbers under internet?
41:00
Speaker 2
I don't see router information or firmware version. I see iPhone, Gregg's iMac and it gives their MAC addresses, IP V4 Addresses. Okay. Okay, now I see it. Okay, firmware version. Okay. It says automatic. Yup, DHCP. [silence]
41:00
Speaker 1
Do you have numbers below the connection type?
42:00
Speaker 2
Do I scroll down below the cover. Oh, there is no internet. No, there is none. Nope. Okay. Okay. Yep. Can I just unplug both of them? Okay.
42:00
Speaker 1
All right, now can we turn on your modem first, the one from Spectrum?
43:00
Speaker 2
Well, that's because I guess I'm on target. Yeah, that's what I'm saying. You do
43:00
Speaker 1
to stabilize before you turn on the link. So make sure ma'am that the uh the spectrum box is all I mean the lights are all turned on especially the online lights. [silence]
44:00
Speaker 2
All right. Hey, Greg. These two, I'm sure you don't know, but these two are plugged into the old router and I have no idea what they were for. Yeah. she wants her phone back in. I'm just asking you. I've looked there is no place to plug them in to the new router. All right, so the online line just went on. The only one that's, oh, now it just went off. Okay, it's on, it's online. So the only thing we're waiting for is the boy. We need to wait for that.
44:00
Speaker 1
So, once the modem is turned on, ma'am, you may plug in the link, sis.
46:00
Speaker 2
Yeah. Online light is still. Oh, they're going to wait. [silence] Yeah. Yeah.
46:00
Speaker 1
Okay. Yes ma'am. [silence]
47:00
Speaker 2
[KEEP_UNCERTAIN] okay, so I just plugged in the router. So, while we're waiting for that to come up, if I have more than one other device to plug in to the top face, is there a device that I can get, or did I buy the wrong unit? [silence]
47:00
Speaker 1
Well, if, if you have this, this router will accommodate um 30 plus devices, ma'am. So, if you have multiple devices there, then this device is is actually okay. For security cameras, yes. We just need to separate the routers, the bands for this router because uh some security cameras will only connect to the 2.4 GHz network. Okay? [silence]
48:00
Speaker 2
but like a security camera. They want me to plug that probably into the router. Okay. And then I have a Phillips light system that I had plugged into our other router.
48:00
Speaker 1
If you want to boost the, if you want to boost the signal, uh, for this router, ma'am, you can, uh, actually get a new node or, um, cause this will act as a parent node, this is a mesh router, ma'am. So, you can get, uh, um, additional nodes, okay, to extend the signal of this parent node. So, that, that will act as an extender. A wireless extender. Yes. So, you, you can actually connect that, uh, device to anywhere in your house. Um, if you're getting low signal, then you might consider that will act as an extender. A wireless extender. [silence] Yes. So, you, you can actually connect that, uh, device to anywhere in your house.
49:00
Speaker 2
No, I can't. Is there something, is there a device that you could plug into this router that will give me more? Is it just the plug stuff? Or do I just have to buy a different router? I'll so I'll be able to plug in then my like security and my lights and
49:00
Speaker 1
May connect that so your other wireless devices would be able to connect.
50:00
Speaker 2
I understand that. I understand what you're saying. It's just that these devices, I have two devices that need to be plugged into the router and there's only one spot to plug in on the on our like ether. I guess. Yeah. Yeah. Yes. Okay.
50:00
Speaker 1
configuration for the switch. All you have to do is to connect it to that parent node with an ethernet cable and you may connect the uh computers to that switch. So there's a there's a five port switch, um eight port switch. So if you only need uh to connect two um devices, then you can just get the the four port switch. solid white. Okay, so can we go back to the computer? All right. And check the Wi-Fi icon ma'am. and uh if if you're still connected.
51:00
Speaker 2
I know. Okay. Okay. All right. So the light sold. Okay.
51:00
Speaker 1
Check if you're still connected to the Vale set up. Okay. And uh, do you still have the Lenssys uh, smart setup, I mean the Lenssys uh, smart Wihi page open? Okay. So, can we refresh? Click on refresh. Okay, so after you refresh the page, Ma'am, check the internet address again under troubleshooting, if there's an internet address showing. Hmm.
52:00
Speaker 2
Yes, there's still a duck mark. Uh, troubleshooting, okay. Okay. Under internet connection yeah. So it says 104.30.
52:00
Speaker 1
Okay, that's very good. Okay, that just means the Linksys router is now communicating with your modem, okay? It gets a signal from the modem. You may try to go online ma'am. So you just minimize that page, just minimize it because we we still need that later. So just open another window and check if you can open any websites. Or just to open another tab. Can you open another tab? Besides the the one on top beside it, there's a tab. So you just click on. [silence]
53:00
Speaker 2
115.2, 39.
53:00
Speaker 1
New tab or something. On top, on top of the uh, the address bar. Okay, we'll just check that later. Okay, we'll we will check that later. We'll just have to change the uh, the Wi-Fi settings first. So, um, from that troubleshooting page, just click okay. And then go to Wi-Fi settings. Wi-Fi settings. It's below the router, okay. So, under Wi-Fi settings, do you see 2.4 gigahertz band? The 5 gigahertz band?
54:00
Speaker 2
[silence] hello [silence] journal [silence] alright
54:00
Speaker 1
And the six gigahertz band. Do you see those options? Yes. Okay. Now, you may change the name now. It's under Wi-Fi name. Just change the name to something else. You may put in your name, man. Uh you can put uh L-zanoff and then just uh put 2.4 at the end. Okay. So, the reason why we need to do that in order for us to verify which one is the or then we would be able to tell. Which one is the 2.4, which one is the five gigahertz and which one is the six. So, just put your last name there. Yes, just put 2.4 at the end. So, just put your name and then to uh put the 2.4 at the end. Mm. Same goes with the five gigahertz. Just put five as well as the six. [silence]
55:00
Speaker 2
Yes. [silence] So, just put our like one. It loads enough 2.4. Okay. Okay. Okay. I did.
55:00
Speaker 1
and then for the Wi-Fi password ma'am you may also set up a Wi-Fi password. You may use the same Wi-Fi password that you had before. So you will always remember that. Yes. For the Wi-Fi password, by the way, you may use the same Wi-Fi password for each band. So, yeah. Okay. Before you click apply, ma'am, you may um take a picture or take a photo of the settings. So you will get a uh you'll have a copy of it. In case you happen to forget. [silence]
56:00
Speaker 2
So then, like loosen off five and then loosen off six. Okay. All right. All right, I think we're good. Okay.
56:00
Speaker 1
All right. Then click apply. Yes. All right. [silence]
57:00
Speaker 2
you're updating Wi-Fi settings but. Yes. yes. okay. your router is applying changes okay.
57:00
Speaker 1
Okay. So, it's still saving the settings? Okay, yes. Because we changed the settings. Yes, since we changed the settings, ma'am, you need to reconnect. So, click on the Wi-Fi icon again on top. Now, do you see the network that you just set off? Yes. So, I would prefer to use the 5 GHz, because it will give you better speed. Okay. So, just select 5 GHz.
58:00
Speaker 2
You're not there's router not found, you are not connected to your router. Retrying. Okay. Uh, two of them came up, the 2.4 and the 5.
58:00
Speaker 1
[silence] Yes, ma'am. That's the Wi-Fi password that you created? [silence]
59:00
Speaker 2
/u0831f network gentlemen loops enough five requires the WPA 2 dash WPA 3 password.
59:00
Speaker 1
the password is case sensitive ma'am, so you need to make sure you type it correctly. Check the, check the photo that you just took earlier if it's the correct password. Oh okay. I thought you you changed the Wi-Fi password. Okay then, so just type in the Wi-Fi password.
60:00
Speaker 2
That, that's what I put in. The network Wi-Fi. Wait, OK. The Wi-Fi network L5 requires a password. That is the password, right? Shoot. I wonder if I didn't put in, was I supposed to put a password in? I thought that was the password. All right. I didn't put in any new passwords. I just changed the Wi-Fi name. Password. I don't know what the Wi-Fi password is because I didn't put one in.
60:00
Speaker 1
Well, if if you yeah, if you didn't change the Wi-Fi password, the same password that you had on the router, it's underneath the router. Did you use the password that's the the default password underneath the router, the Wi-Fi password there?
61:00
Speaker 2
Unless it's the same as it would follow. Okay. Hm. Cause it doesn't show it on that picture I took. Let me just try this. Nope. All I did was change the name of the... I went through and changed the Wi-Fi names but I didn't change the passwords, and the passwords aren't showing up. They're just dots on that picture I took. So I need to... Here, I'm just gonna cancel this. If I can get out of this.
61:00
Speaker 1
There. It's okay. Yeah, just just click on the Wi-Fi icon on top of your, yeah, just go back to Wi-Fi.
62:00
Speaker 2
Oh, that one. Sorry. Oh, I get you now. How do I get back to it that to your router to try? Oh yeah. Go to Wi-Fi. Got it. And then... [silence]
62:00
Speaker 1
OK. OK, does it have a check mark when you after you type in the password? Did you see the check mark under your name? OK, All right. Check if you're able to go online, ma'am. So try to open Safari again.
63:00
Speaker 2
we go. Mm hmm. okay so now I, where did it come back to, it came back to Wi-Fi settings after I typed in that, have to, uh, uh, uh, ah, file was in off-site. Yes.
63:00
Speaker 1
and go to youtube.com or any websites. Yes, you may close that.
64:00
Speaker 2
before. I've lost the other one, because I don't know how to get a new page up here unless I just close I'll tell you the link to the Linksys Smart Wi-Fi page.
64:00
Speaker 1
You have internet? Okay, very good. Now, um please check your other wireless devices, ma'am, if the they are able to connect as well. So just make sure they're all connected. Mhm.
65:00
Speaker 2
Okay, so it looks like we do have are able to get online. All right, I'm going to check that out. That is what my New York is doing there. Belly, belly, belly. Well, just go to, thank you.
65:00
Speaker 1
Okay, so yes, it's the password underneath the router man. It's the Wi-Fi password underneath that. You want to change it? Okay, yeah. We need to go back to the Wi-Fi um, to the to the Lynx's smart w- Wi-Fi page. So can we open up Safari again?
66:00
Speaker 2
Go to settings and see if you have wi-fi. Okay, so I guess you pick join lisnaff 5. So the password for this network is the same password I put in down there. Can I change that password? There's no way we're going to remember that. Right. I know. Um, are we going to be able to change that?
66:00
Speaker 1
I'm sorry. Okay. And, can we go to Wi-Fi settings? Okay, now, do you see there, Wi-Fi password? Yes. So, you may actually change that Wi-Fi password, ma'am, for the 2.4, the 5 G Hz, as well as the 6 G. So you may set up a different password for that. So, um... You may use the same Wi-Fi password for each band, okay? So you really don't have to, uh, use different passwords for each band. So just use the same. And before you click click apply, you may, uh... take a photo again so you'll have a copy.
67:00
Speaker 2
Okay. just wait six that's good. [silence] So then you'll go on going to your settings. [silence] Okay.
68:00
Speaker 1
By the way, ma'am, that Wi-Fi password is case sensitive. Okay? So, yeah.
70:00
Speaker 2
And go to listen off five and put that when you get to there settings.
70:00
Speaker 1
Okay, so after you make changes, ma'am, just click Apply. Okay, you already did, all right, so after you save the settings, you need to reconnect since you changed the Wi-Fi password, so just select the network again and put in the new Wi-Fi password.
71:00
Speaker 2
[silence] Yup. Yah, looks like that's connected. [silence] Yup. Yup. [silence] I did? I did? [silence] [silence] [silence] [silence] [silence] [silence] [silence] So, I My phone's working your phone should work be working and then the TVs Um Um let me get capitals on here and i've done a capital
71:00
Speaker 1
Is everything okay yeah okay okay It is it is case sensitive Ma'am
75:00
Speaker 2
Um, uh, the TV didn't connect yet cuz I have to put in a new password. OEnd I wonder if it's going to be case sensitive on here cuz I can't find the thing to make it a capWell, I guess I'mSo it looks like it's this, right? There you go. Okay, I see. Yup. You're talking a little bit long. You're so.
75:00
Speaker 1
Yes all you have to do actually ma'am is to uh connect your network and put in the password with your wireless devices. Okay.
76:00
Speaker 2
It said it's connected. TV is connected to the internet. So I, you probably don't want to wait while I go around and connect every TV, but I was able to connect our main TV. Yep. Okay, good. And then I just have to buy something called a switch.
76:00
Speaker 1
Switch, yes. Ethernet switch. Yes. [silence] No, worry, ma'am. You're very, uh, you're very patient as well. Thank you so much for your time and your patience. Miss Judith, yes. You did a great job. Thank you, ma'am. You have a great night and have a great weekend. [silence] Enjoy your weekend, ma'am. [silence] Bye. [silence] Take care.
77:00
Speaker 2
Okay. Ethernet switch. All right. Thank you. You've been very patient and helpful. All right. Bye. All right. You too. All right. Buh-bye.
77:00