V2 Rubric Detail — 3e6431e8-7585-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:44
Duration
67m 39s
Contact
Diana Aguilar
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jhon Jobert Zambrano
HappyFox Case
#LTS00012131
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Compatibility Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication1.25/5
Ownership2.14/5
Escalation4.00/5
Customer Exp1.07/5
Overall29.7% (-0.3)

V2 Grader Summary

The agent attempted numerous troubleshooting steps but provided inaccurate technical guidance (e.g., arbitrary MAC address entry, mis‑applied 5‑press reset) and failed to resolve the no‑internet issue. While escalation was eventually offered, the hand‑off lacked clear details, leaving the customer without a solution. Overall the call did not achieve resolution and exhibited several communication and technical accuracy gaps.

V1 Case Analysis

Customer reports no internet and solid magenta/purple LED on parent node (MX20W). Agent performed multiple resets, 5-press method, MAC cloning with arbitrary values, and web UI access attempts. No resolution achieved. Escalated to Level-2 for advanced diagnostics.

Troubleshooting Steps
  • Asked for ticket, model, serial (partially successful)
  • Guided through 5-press reset and power-cycle of parent node
  • Instructed to access myrouter.local via Chrome incognito
  • Attempted MAC-address clone edits with arbitrary values
  • Requested to connect computer directly to modem for testing
Key Observations
  • Agent incorrectly identified the device as 'MX20W' — no such model exists; likely misheard MX2000 or MX2001 (Intelligent Mesh).
  • 5-press method was incorrectly described as holding the reset button for 5 seconds ([06:00]) instead of 5 quick presses — contradicts KB procedure.
  • Agent instructed customer to input arbitrary MAC address values (00:E4:E8:70:00:31) with no diagnostic basis — violates KB guidance and risks connectivity issues.
  • Agent failed to verify modem status or internet connectivity before proceeding with router-level troubleshooting.
  • Escalation was offered but no callback time was confirmed, leaving customer uncertain.
Positive Highlights
  • Agent remained polite and attempted to guide the customer through the web interface.
  • Agent recognized the need for escalation after multiple unsuccessful attempts.
  • Agent used the correct local URL (myrouter.local) for accessing the router UI.
Agent Errors / Gaps
  • Incorrectly identified product model as 'MX20W' — no such Linksys model exists; likely misheard MX2000 or MX2001.
  • Provided materially incorrect 5-press procedure: instructed to 'hold for 5 seconds' ([06:00]) instead of 5 quick presses — contradicts universal_5press_models.md.
  • Instructed customer to input arbitrary, fabricated MAC address clone values (00:E4:E8:70:00:31) with no diagnostic justification — violates KB best practices and may cause further issues.
  • Failed to confirm whether the device supports Intelligent Mesh or Cognitive Mesh before applying 5-press method.
  • Did not verify internet connectivity at the modem before proceeding with router-level troubleshooting.
  • Did not set a definitive callback time or escalation schedule, leaving customer in uncertainty.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Parent node remained solid purple with no internet connectivity; issue was escalated without resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power cycle, factory reset, and attempted web UI access, but troubleshooting lacked logical flow and included irrelevant steps like arbitrary MAC cloning.
R3 Partially Met Correct resolution path conf 70%
No warranty or product-status check was made; agent gave incorrect MAC-clone instructions and used a 5-press method without confirming model suitability.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Diagnostic flow was disjointed – agent jumped from LED colour to 5-press reset to arbitrary MAC address entry without a clear root-cause hypothesis.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, log capture, speed test) were employed despite the need to verify WAN connectivity; agent relied solely on verbal description.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect technical guidance by instructing the customer to manually enter a specific MAC address (00:E4:E8:70:00:31) and later another (F8:BC:12:94:00:B1) instead of using the 'Clone my PC's MAC' function, which is not supported by any KB documentation.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent set timers and guided the call but frequently lost direction, repeated instructions, and did not keep a clear agenda.
C2 Not Met Confirmed understanding conf 80%
Agent used technical jargon, did not consistently confirm the customer’s understanding, and proceeded despite clear confusion.
Customer Ownership
O1 Met Ownership & empathy conf 80%
Agent stayed on the call, performed many steps, and finally escalated, but did not fully own the outcome.
O2 Not Met Proactive follow-through conf 80%
Escalation promise lacked a concrete time frame or clear next-step details (“one of our Zero will give you a call back”).
O3 Not Met Closure confirmation conf 80%
Agent repeatedly asked for information already in the ticket and did not reference prior troubleshooting history.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
After extensive (though flawed) troubleshooting, agent correctly decided to escalate to a higher tier.
E2 Partially Met Escalation prep & handoff conf 75%
Escalation was initiated, but the hand‑off lacked full details and the customer was not given a specific timeline or point of contact.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged frustration early (“I understand that you're already frustrated”), but later tone became procedural and less empathetic.
X2 Not Met Tone & rapport conf 85%
Agent continued with complex instructions despite the customer’s repeated confusion and language switches, without adapting style.
X3 Not Met Overall experience conf 85%
Customer had to repeat model, ticket number, and MAC entries multiple times; agent introduced unnecessary steps (manual MAC entry, repeated resets).
Call Transcript105 turns · 114 lines
Speaker 1
[silence] yes I am calling I have a ticket number I was an hour in the line with somebody else but my phone was dying the battery was dying I had to hang up and go to charge my phone you need the ticket number to see where we stop
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. And if you need to register your product, please visit register.linksys.com. Please have your device serial number and contact information ready. For assistance, press *7. If un-available, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys.
00:00
Speaker 1
the ticket number 12131 three 31. I am sorry Diana Aguilar. The email account is DM Marines 503@ gmail.com. Yes.
01:00
Speaker 2
Yes, I will. Can I have the serial number? Yeah, ticket number. Okay. 121013. Thank you so much. Let me just pull that one up here. Can you confirm the first name and last name and then the email address ma'am on the account? Thank you so much. And this is the best callback number in case the call get disconnected. OK, so with this
01:00
Speaker 1
Yes. Mm-hmm. I'm sorry. Okay, right now I have the I don't know how you call it, the pendant connector and it's a solid magenta light. That's all. Magenta. Like red, bright red. AXW 200. Uh-huh.
02:00
Speaker 2
So, okay. So, where so, where did you left off on the unit? What do you have now on your Linksys router? So, the parent node is Solid Purple? Okay. Or Magenta? Okay. So, so, so this node is the parent node, right? So, this one is another router, right? MX20W. Type of model. Okay. And your internet service provider is?
02:00
Speaker 1
Hong Kong's in three, yeah. Yeah. Several times. Several times. And he told me I do it. Uh, he tell me to reset it. He tell me to disconnect the power supply. He told me to push it five times the reset button. He tell me to push it 15 times the reset button. And I do it several times. I was an hour in the line with him. Yes. silence
03:00
Speaker 2
okay. did you have reset the parent node? that's why it's magenta. how long? how long did you? yeah, sorry. okay. an hour, okay. but this one is connected to your modem already, right? for the parent node? okay. what happened prior to the no internet connection? was there any power outage?
03:00
Speaker 1
early in the morning, yes, but the line come back to work. Everything come back to work. And after after like two hours, the the link is start to work. to the discuss. Okay, I don't have any problem. You can ask me, you can ask me any anything, but yes, please uh try to speed up because I is already spent one hour. The model number for one. from Kockam. [silence]
04:00
Speaker 2
I see. Okay. Mm-hmm. I need to refresh it maybe. the previous technician already put it on the documentation, but can I have at least the model number? I understand, man. I understand, but I actually need the model number for the modem that you have first, so at least I have reference regarding the topology that you have. From. [silence]
04:00
Speaker 1
from contact? I don't have the number, I just have the name. T as in Charlie, B as in boy, R as in Robert, number two, dash, T as in Tom. CPR2T. I say clearly C as in Charlie, B as in boy, R as in Robert, two, dash, T as in Tom. I'm okay with that, I say.
05:00
Speaker 2
Comcast right. Yes. What's the name. the CBR 220. Sorry, ma'am. I understand that you're already frustrated because you've already spent an hour. However, since you just contacted and then I just actually, um, I am a new technician for this case, so we have to start from the very beginning. I I I know that you're actually already. Okay. So let's takes
05:00
Speaker 1
That's what we are doing. That's what I am doing. I don't want you analyzing my character. I just want to go ahead and continue with the procedure. No.
06:00
Speaker 2
it step by step. Okay? Because we want to be able to understand each other if. Okay. Okay? Thank you so much from for your cooperation. But I actually that's why I'm asking because I also want to um understand where we where you actually left off because there's um um there's I want to follow through where you left off. But so far since you've mentioned that the parent node is magenta right now do you have the link's app? So let's try this since you've already reset the parent node. I need you to perform another five press but um if you can use a push pin or a paper clip to power the reset button for five seconds. I'll count for you. One.
06:00
Speaker 1
If I can do one? OK. Can you, um, for me? Go ahead. Go ahead. I will start to press once you tell me, right? OK. OK. Is uh light part blink and then [silence]
07:00
Speaker 2
Let me know if you already pressed the reset button. One, two, three, four, five. and then release. What's the color of LED light?
07:00
Speaker 1
Right now, it's Solid Blue. Right now, it's Solid Magenta. I have desktop and I have my phone, yes? No. I am connected through the. through the Comcast signal. Wi-Fi. [silence]
08:00
Speaker 2
Okay. I'm going to set a timer for 3 minutes, okay? It's solid blue. Okay. Just to make sure, let's just Okay. What device do you have available, Mom? Do you have a phone or a computer? How do you connect your desktop? Wired directly to the parent node? Okay
08:00
Speaker 1
My [silence] I don't get your question. I don't know what is that. One. [silence]
09:00
Speaker 2
How many cables do you have mem at the back of your Comcast, how many ports?
09:00
Speaker 1
Even if it's not connected, right? Okay. Okay. Yes. Yes. Yes. From the modern
10:00
Speaker 2
Yeah, even if there's no internet. All right. And then the parent node right now, is it still magenta? All right. Um, can you double check your computer if it detects the if it detects the line from the parent node? Okay. Let me make sure first ma'am that we have a proper connection with the modem. From the modem, which port did you connect the parent node? The links is. [silence]
10:00
Speaker 1
I connected to the first one next to the power button. that say Ethernet. I don't see the numbers here. I just say three of them say Ethernet and the other one says Internet and the other one is the power button. We are talking about the panel, right? the modem would be number one.
11:00
Speaker 2
You have one two, three, four, yeah. It saves Ethernet, but you have one, two, three, four right on each port. I need to start first from the modem, so at least you can make sure that we are connected properly.
11:00
Speaker 1
Yeah.
12:00
Speaker 2
and on. the parent node that's on the internet, right? Okay. And then which port did you connect the desktop to the parent node? Is it on the number one port? Okay. So on your computer, ma'am, I need you to open a browser. Um and then on browser, can you try myrouter.local? No, just go to the browser and then on the address bar, where you usually type the website, type there, the my router dot local. Yes. Okay. Um, let's just try this one, mom. I need you to turn off your modem.
12:00
Speaker 1
I do that three times with other guy. But anyway, he said when I call back, I don't have to go over everything. That's why he give me the ticket number. He say, I'm not going to go over everything. And I'm doing exactly the same thing again. Okay. Which we stand bottom is. Okay. You want [silence]
14:00
Speaker 2
you have, so we have to rem out. We we actually really need to exhaust our options. That's why just um let's try to just turn off the modem one more time. Let me know if it's turned off. So I'm going to set a timer for three minutes and then one last reset of the parent node. Press and hold the reset button for 30 seconds. silent parent node, ma'am. The link save.
14:00
Speaker 1
to disconnect the modem, con-ka's, or the other link? silence The concret, right? Okay.
15:00
Speaker 2
I did not say disconnect. Um, I just need you to turn off the modem. Just turn it off. But do not the Comcast, yes. And then we will leave it off for at least 3 minutes. So while we're waiting, we'll go back to the parent node. I need you to press and hold the reset button of the parent node for 30 seconds. All right, let go, and then let's allow them to boot up for the meantime, we still have two minutes and five seconds left on the modan from Comcast.
15:00
Speaker 1
okay yes you
17:00
Speaker 2
We still have 60 seconds left, ma'am, okay? And I'd just like to ask, ma'am, just to make sure, um, before you disconnect your desktop to the modem from Comcast, you're get- your desktop is getting an internet connection connected to the Comcast directly, right? Okay.
17:00
Speaker 1
Right now it's purple, solid purple.
18:00
Speaker 2
And then the parent node, Ma'am, is it back to magenta? [silence] Okay, so I need you to turn on now the modem. [silence] It's already three minutes. [silence] You can, yes, you can turn it back on the, the Comcast modem. [silence] And then let me know if...
18:00
Speaker 1
mhm [silence] okay, the lights in the modem all are stable except in the where is the port numbers one, two, three, four, five, six. The four and five, three and four is blinking. it's switching now. [silence] and the Wi-Fi signal too. [silence] the final. Chrome? Yes. [silence]
19:00
Speaker 2
Okay. Okay. Lets give it some time. Yes. Okay. And then on your desktop, ma'am, do you have Chrome. as a browser? Yes.
19:00
Speaker 1
Uh-huh. Yeah. Uh-huh.
20:00
Speaker 2
Let's use that one. I need you to open that. All right, and then on Chrome, you have, do you see three dots on the upper right-hand corner? Select that one, ma'am, and then it will provide you options for a new tab, new window, and a new incognito window. I need you to select incognito window. And then on the address bar, type there my router.local again. And then, what do you have there? I'll restore. Okay. Then you can enter the details. So the questions are, what is your Internet service provider?
20:00
Speaker 1
Yes. Yes. Say links. Links. Why I'm getting warning when I try to access to my browser setting in a browser? Yes. Continue. [silence] [silence] K. I see a page that has to, a phone screen and to, uh, AR codes.
21:00
Speaker 2
were you able to get up the page? Or can you tell me what can you see? Okay. Do you have an do you have an option for advance? Okay. Select advance and then continue and then proceed to my router. dot L. all right. So sorry, can can you tell me again what can you see?
21:00
Speaker 1
[silence]
22:00
Speaker 2
Phone phone. phone phone. double-tap double-tap. phone phone phone. phone admin. My admin. Goodbye. One moment. Okay. Oh, oh, oh, oh. Oh, oh. For access router, I need you to enter the router password as admin all lowercase. So it's a-d-m-i-n admin.
22:00
Speaker 1
mhm. [silence] Say we've... [silence} update our password requirements to be more secure. Please create a new one. huh of course
23:00
Speaker 2
All right. So I need... So this one, ma'am, this is for the router password only. This is not yet for the wi-fi. So you will use this one whenever, whenever you log into the Linksys app or to the myrouter.local. I need you to create a password. Any password you prefer. At least 10 characters, one capital letter, small letters, a number, a special character, and do not put double letters or double numbers in order. And then write it on a piece of paper or notes for the router password. So we will have reference later. and then once you're done just sign in, okay?
23:00
Speaker 1
Okay smart Wi-Fi tool device list guest access, parent control priority a pit, Jake pro wrote settings connectivity trouble shooting Wi-Fi setting and security. Uh huh. Yes This device has a network check and then between rod in its own question red question mark.
25:00
Speaker 2
[silence] All right. And then what do you have now on the page? That's good. So that means that you're able to log into the web interface now. Um you have, I think, seven or eight white box. One of the box is labeled as network status. Okay. Um can you tell me if do you have do you see any green checks or what do you have under network status?
25:00
Speaker 1
No, a internet connection Yeah where OK trouble streaming OK Part uh-huh
26:00
Speaker 2
um, okay, so it's saying not connected no internet connection. Thank you so much. So I need you, Mem, to go to router settings. So on router settings, you have troubleshooting. I need you to select troubleshooting. Yes, and then after you click troubleshooting, you have status diagnostics log. I need you to stay under status and then select report under it. And then I need you to scroll down. Scroll down to the very bottom of that page that you're in right now. You will see a port table. Ports, yes. So one of the table um, one of the table for ports, you have internet. Do you see any check marks? [ silence ]
26:00
Speaker 1
in the one G yes one X say one GBPS hold on I need to find out a target for him because it's not my phone is about to die again hey what's up a long time didn't see you yeah I can see you well right so I will be back because my phone is dying how much is charges about that oh we don't have uh the bottom line yeah okay uh is a X under the one G bd on the thing that's what I say right
27:00
Speaker 2
3. not Jack eggs gone
27:00
Speaker 1
Hello? Okay. [silence] Okay. [silence] what? connectivity? Okay. [silence]
28:00
Speaker 2
Okay. So at least we know, yeah, I'm still here, man. All right. So at least we know that the cable is detected between the modem and the router. That's what I actually need to verify. So you can hit OK on the lower right corner. It will revert you back to the Linksys Smart Wi-Fi tools. And then go back to router settings and then go to connectivity, connectivity under router settings. Yes. So after you select connectivity, you have basic, internet settings, local network, advanced routing. options like ports and others. Then after that, you may run speed test. May ask you, if you want to choose a server in my region or worldwide. After that, you simply add, you can choose you broadband type as in DSL, cables, and we've currently seeing as a cable type. It means our dual and ISP and bandwidth WAN is connected to our local area network or LAN. Then, we may try to check the high device or device, Internet service features, connection such as pins, and it will take place. Then device MAC address, IP address or DNS server, and other Wi-Fi configuration here. We're currently looking at the connection and you can check the logging of your settings changes and I hope we reached your expectations. Thank you for calling technology. Please call us at 48.44 or 488. Thank you.
28:00
Speaker 1
Yes. Okay. Internet, internet settings, I have no. Okay. I have a type of, I have a type of internet connection optional and Mac address, clone. Yeah. I choose a, I choose a setting. Good. uh-huh.
29:00
Speaker 2
and then administration, right?
29:00
Speaker 1
Uh-huh. Ten SIDS. Seven seven to that. Seven seven to that seven seven to that seven seven. Seven seven. Seven. Seven. Seven. Yeah. [silence] I don't see that option because here it says Mac address clone right? And next to that one is the enable check box. When I select that, it's all zeros show up. No, no. If I select each number, each box continues to be zeros. Yes.
30:00
Speaker 2
Already have. yes. below the rows. e r o n my piece. n o. But can you select each box can you tell me if you can put something there on each box. Yeah, but places individual set each box, can you delete the zeros. Okay. So I need you to put this one
31:00
Speaker 1
OK. I'm sorry. OK. Yeah. I got it. OK. In the second one. Lowercase or uppercase. And then. OK. Yes. OK. OK. OK. OK. [silence] Very good.
32:00
Speaker 2
On the first box, I need you to put uh same thing, 2-0s. 2-0s on each box. Oh, sorry. On on the first box um on the first box, it should be 00. Second, second one should be E4Echo and then #8 uppercase. #8. And then the third box, 70. And then the fourth box 00. And then the fifth box 31.
32:00
Speaker 1
okay. yes. applying changes. your router is applying changes. this action will temporarily cause device loss of connectivity. this may take a few minutes. please wait until the operation is completed. press okay or no. okay, say waiting because it's loading something. okay. okay, now it's not showing anything else.
33:00
Speaker 2
because we have aces, right? So, what we have should be 00 E4 E8 70 00 31 26. All right. And then I need you ma'am to select apply. Rest OK. We have to proceed. Okay. Give it some time.
33:00
Speaker 1
[silence] Z- it's in the connectivity. Yes. I believe caught. This is because Zara is not caught. Zara is the same one. No, he was the same. Not Elliot is this. [silence] Yes. [silence]
34:00
Speaker 2
So, you're back to connectivity. Do you still see the numbers that I asked you to input the 1700 26? Okay, so I need you to hit OK on that page and then it will route you to it will route you back to the main dashboard, which is the Linksys Smart Wi-Fi tools and everything. Can you check under network status, if we see if we do have any changes? Still no internet. I see. The parent note, is it still magenta or purple?
34:00
Speaker 1
purple. From the power supply, right? Okay. Oh, I cannot. Okay, you want me to disconnect, okay. Okay, I did it already.
35:00
Speaker 2
Okay. All right. Let's bypass the parent node, ma'am. Can you disconnect the parent node and then connect the cable from the modem and then connect your computer directly to the modem? Yeah, disconnect the parent node and then connect your computer using the same cable where the parent node was connected. So our connection.
35:00
Speaker 1
Yes. I can stand. This is not my computer, because this equipment is not in my office, this is somebody else's office. But you can keep going. Yes. No? I am already in the common prompt. Okay. It's open.
36:00
Speaker 2
Okay. So our connection right now is MODMUC directly to the computer. Alright. So, on your computer, what's the Windows, what's the computer that you're using? Windows? 10? Okay. Um... Okay. You have, do you have search? at the lower part of the computer? Mm. Mm. I need you to type there, ma'am. C, M, D, Charlie Mike Delta. Yes. You need to open command prompt. And then, okay. And then I need you to type there, um, and I need you to type IP config. So it's India... [silence]
36:00
Speaker 1
Okay, hold on. After Nancy, what do you say? Okay. Okay. I have a F F F andFranken aster F I I I G. Enter. Okay. [silence]
37:00
Speaker 2
Peter, Charlie, Oscar, November, Foxtrot, India, George. After Nancy, it's F for Frank or Foxtrot. So what I um so what should we have is Yes. F-I-G. Not yet I need and then slash forward slash and then space and then all A-L-L. and then enter so it should be ip conf all and then enter [silence] correct yes dash unknown it's back [silence] back slash forward slash
37:00
Speaker 1
I did it already. What do you need from here? where adapter connection name options that the file is to display only the IP address so net mask and the firewall Guide away for each adapter bound to TCP IP. what did I mention? internet adapter.
39:00
Speaker 2
Do not um. Let's. Okay. What do you see? What can um. Can you tell me what can you see on the? Okay. I think you're on the right track, ma'am. Um. Can you try to scroll down and then look for Ethernet adapter Ethernet? Do you have that option? Um. Ethernet adapter Ethernet. [silence] Ethernet adapter Ethernet. [silence] Try to scroll down.
39:00
Speaker 1
Okay, I just have one to say. I have Oh, no, I don't know what it is because he is say after I type it the second time, right, say error, unrecognize or incomplete command line.
40:00
Speaker 2
You have- okay.
40:00
Speaker 1
Oh, I got a wife. No. Tell me. Uh-huh, okay, that works. Uh-huh. Okay, I see a window internet adapter, okay.
41:00
Speaker 2
address. Okay. Can you prove on me what's the fiscal address that you can see? Okay. So, let me repeat the one. F 4, Frank, 8 dash B, Bravo, C, Charlie, dash 1 2 dash 9 4 dash 0 0, Charlie, dash B 1. Alright, I need you to write that one down, ma'am. Do you have pen and paper? Okay, I need you to write that one. Let me know once you're done. [silence]
42:00
Speaker 1
okay. [silence] okay this connected from the desktop right. [silence] and connected to the power no okay I'd interested. yes it's connected now.
43:00
Speaker 2
[silence] All right, so what I want you to do now, I need you to disconnect your desktop and then connect back the parent node and then connect your desktop to the parent node. So let's have the same connection earlier. Yes, disconnect the desktop. Yes. Yes, but you have to connect you have Okay, but you have to connect the parent node back to the modem. Okay, so let me just clarify, modem connected to the internet port of the parent node and then parent node connected to the computer or desktop.
43:00
Speaker 1
No. No. No. No. No. I don't know. Okay. I connect the I disconnect the cable from the computer, right? Because you tell me before to connect it. And then after I disconnect it, I connected to the part no. I don't know. I never connect the I never connect the the part mode to the with the cable.
44:00
Speaker 2
yes
44:00
Speaker 1
or with a, or with the Wi-Fi signal. I, never connect the power mode with a cable to the desktop. Never. Yes. Yes. Mm-hmm. Um, I can reach Juan. Okay, let me see. Okay, I did it already.
45:00
Speaker 2
No with the cable okay so your desktop was connected via Wi-Fi earlier okay so how about this um so the parent node is it connected to the modem already via cable okay do you have an extra or an available ethernet cord okay can we grab one so at least we can wire the computer directly to the parent node but if none then that's fine okay so the desktop is could [silence] probably get the [silence] so the ethernet cable [silence]
45:00
Speaker 1
but you want me to be connected to internet or not connected to internet? because right now I'm disconnected. yes but my question is [ silence ]
46:00
Speaker 2
connected wired via cable to the parent node. Now okay, so let's go back, ma'am, to let's go back to Chrome. I want you to close everything first. close everything first and then I want I need you to open again another browser, which is Chrome. You use Chrome still and then same thing, go to the three dots and then open in incognito mode. But you have you have an Ethernet cable already, right? Sorry, I I thought you already connected the etherner, you already
46:00
Speaker 1
Do you want connect to the pirate more? I'm confused now. I don't have the pirate mode signal in my... Yes, it is. Okay. I don't know, Bilovf, set up, that one is right the thing. Oh, okay. Okay, I got it. The problem is, uh, everything is resurged. I lost the name of the all the all the signal I already had before, right? Because has.
47:00
Speaker 2
Ethernet cord from the parent node to the desktop but uh, if you have the ethernet chord and let's connect first the computer to the parent node wired. Parent node, yes. OK, so. Yes, correct. Because once, yeah, because once this reset happened everything that was.
47:00
Speaker 1
Yeah. Yeah, that's what I was confused because I didn't see the name. Okay, it's connecting now. Okay, it's connected but no internet, okay. Okay. Uh-huh. Okay.
48:00
Speaker 2
So, will reboot back to its default name okay. I see. So, all right. Okay. And then open Chrome still and then go to incognito window and then same thing go to my router dot local.
48:00
Speaker 1
Yeah, that same thing that before that's a links and why I'm sent that one. And then I go to advance and proceed. Okay, I have that two phones the screen right now click again there Okay. Now the router password, the one I created before, right. Okay. Yeah. Okay. Okay.Okay. [silence] [music] Okay.
49:00
Speaker 2
[silence] Okay. Double. double click the phone icon. Correct yes, the one that you've rated before.
49:00
Speaker 1
the password is incorrect and i copied and i have it here in front of me. no I am typing. you're right down. that's what I mean. huh? my good. uh oh. yes. um hum. okay. the recovery key is 97. [silence]
50:00
Speaker 2
Do not copy, mom, just try to type it down. Okay, so, how many attempts did you try? How many attempts did you tried already? um three? Um, do you have, do you have an option for reset password? So just select that one, so it won't get us lockout. And then it, Yeah, it's on the parent node.
50:00
Speaker 1
62. I am sure about what I'm going to do. OK. OK. OK, I'm backing the other one up, Paige. Yes. OK. OK.
51:00
Speaker 2
Okay, so you are now back to the smart configurations. All right let's go to our connectivity. And then internet settings. and then Mac address clone, and then I want it, uh, is it uh, um, is it unchecked or checked for enabled? It's checked? Okay. Uh, you didn't, you, uh, you didn't still see any clone my PC's Mac option, right? No? Okay, that's fine. So each box, so what we'll have to do now is that I want you to enter every letter that our numbers that we actually gathered earlier on the MAC address, but I but do not include the dash. So just put there first box, F8, second box, BC. Third box, 12. Fourth box, 94. Fifth box, 00, 66. Sixth box, 89. 88.
51:00
Speaker 1
Okay. Applying changes. Your router is applying changes. [silence] Okay. [silence] Yeah I am back to the first page that say as markup tools and the five white boxes.
53:00
Speaker 2
Okay. All right. So. What do you have on the page now? Are you back to connectivity? Okay. and then the network status. Are there any changes or still the same? Okay.
53:00
Speaker 1
Mm-hmm. Okay. Mm-hmm. Yes. Yes. Okay.
54:00
Speaker 2
troubleshooting, and then status and then report. And then scroll down, go to port. Do you have any check marks on the 1 Gbps? Okay. All right, so from the modem, uh let me just repeat back. From the modem, we have the we have the cable from the number one port going to the internet port of the parent node, right? All right. And then go back to connectivity again.
54:00
Speaker 1
okay yes um hum yes yes yes um yeah yes
55:00
Speaker 2
The internet settings and then Mac address clone is still enabled, right? You have a check mark. Okay. And then each box, just like to make sure first box is F for Frank number eight. And then second box is B for Bravo C for Charlie. And then third box is one, two. And then fourth box is nine, four. And then fifth box is zero, zero. And then, last box is B for Bravo one.
55:00
Speaker 1
OK. ahora s? desconectas la electricidad, eso quieres decir? OK. Ok. Ok. Ok. Ok. Ok. Ok. Qu? Qu? Qu? Ok. Ok. est nada? Ok, estamos conectados de vuelta o no a?
56:00
Speaker 2
Okay, can you select "apply" again, ma'am? One last time apply. Okay, and then I need you to turn off the parent node for 15 seconds, and then plug it back in. Yes, disconnect the electricity. For 15 seconds only.
56:00
Speaker 1
¿Qué me va a hacer hoy? No ¿No? No lo quiero hablar, el irme. Pues sí, pero me imagino que antes de irme voy a seguir a ver todo. ¿Se puede? Exactamente. ¿Puedo?
57:00
Speaker 2
Okay. Thank you so much, man, still solid purple, okay? I'll put you on hold for like 2-3 minutes. I'll be back, okay? Stay on the line. [silence] Hello, ma'am. Thank you so much for patiently waiting on the line. Umm, the current mode is still purple, right? Okay. Since it didn't respond with the Macro cloning though umm since we tried to Macro address already, umm I have already talked to our team here. So they advised the I they actually advised that the case should be escalated. So one of our Zero will give you a call back if that's fine with you. To perform umm they will perform advanced troubleshooting.
58:00
Speaker 1
what time? what time do you? I am leaving in 45 minutes. not today. I think it's my work schedule at that time. is very important because we have a lot of work to do.
65:00
Speaker 2
To double check what's really causing the no internet connection because it's not responding to the five press. And then with the Mac cloning. So they will they will diagnose. what time would will be available today? Okay. and then after after that one, will you will you have more time later? Not today? Okay. I see. um let me check if they can let me check if we do have a level two available that can give you a call back right away. Stay on the line, okay? Yeah, I totally understand. So let me check if we do have an available one. Yeah, yeah, and I'm so sorry for that one. But uh, let me see what I can do. Stay on the line for a while. [silence] Hello ma'am? Hello? [silence]
65:00
Speaker 1
I'm here. Yes, I'm here, miss. Hello. This is what I have here. Okay, that's okay. Yes Yes Thank you.
67:00