V2 Rubric Detail — 40540b7e-71cd-11f1-9…

This is Lynx, technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynx specialist. [silence] Hello, this is Eric from Lynx customer support team. May I speak with Kathy Riley? Thank you for answering my call Cathy. And can you hear me? Okay on the line. Okay, thank you. Uh by the way, I I like called you earlier, but I really cannot understand what you're saying. I apologize for the inconvenience. But at least, uh, this call back is now very clear. I can hear you properly. Okay? And uh, hmm on the modem.

Could you verify the switch? By the way, Kath? Kay, this call is recorded for quality assurance purposes. Okay? So, could you double check if there's a switch there, like an on/off switch on your modem? Could you verify, because there's an I or O. The one that's on, it should be on I position, because O is an open circuit. I is closed circuit, so it should be on. Could you verify if the switch is on the I position or "on" position?

Kathy.Uh-huh.Try the other power sentry.Is that what you mean?Ah.So you mean to say you have, ah, I believe the one that you mentioned that you replace modem.Your eyes will replace modems.Um.Hmm.So when you mentioned that you have power outage, was that before you called us?After, when we're, when we're, when you're talking earlier, the one that we just lost the phone.Am I correct?Hmm.I see.I appreciate the clarification.

you see and please do as well, test the Linksys as well. Okay, if it will power on. I know there's no light, but there are lights at the back, like if you can connect a device there, it the green light should light up [silence]

And that's the same one. Yes, it's the same one on the at them. I see. Uh Kathy, I really apologize for the inconvenience, okay? As what we had discussed earlier, okay? Uh, I can do other troubleshooting, but if there's no power on the device, then we cannot move on to it. We cannot proceed to the next step, okay? So, um, I'm trained with networking devices, specially with your Linksys, okay? But if there's no power, um, there's nothing I can water, okay? So, yeah, I guess that that would be all what I want Phip’s for right now. Then conveys everything out, um, using Google. They'll see you later.

Could we try another power outlet maybe? That's it really, test it, that's working. Could we plug your device there? Just, just like unplug the cables. Just make sure that it's powered on and on that area. We'll just need to isolate the hardware. The one that we need to test is the original modem that your your internet service provider tech tech technician has provided to you. And let's check if it's powering up there, another working outlet.

Yes, technically speaking, we're just isolating if that circuit is having some issue that there's really no power there? We just need to double-check, okay? Yes, your black cord is the one that's plugged into your smart RG? Okay. okay, so I was just trying to get that point. so on the Wi-Fi device, you know, the phone. yeah, I would say that, none of that. okay.

I see, So, so Kathy, don't worry. Okay, your phone line is your source. Your Internet is your provider. It's raw signal is a phone line or voice. The modem will just convert it from voice into a Ethernet signal. Okay? But our case right now is the outlet that we are testing it, is not powering up your device. Okay, so it might be a possibility, that is the power adapter issue, or is the modem issue because if your modem is not powering up, then that's our first stage before we go to the linksys, because that's the internet source. Okay? So Cathy, this is what we need to do instead, okay? I know your electrical like circuit is very important. Okay, then we may be able to probable have to properly check it. Okay? And you may be able to [silence]

And have them tested if they're still turning on. Then, then Monday, is it okay if I'll do follow up with you for me to test? Like, it might be a possibility, but the important thing is why the power is not working. That's the first thing, okay? Because in any devices, if there's no power, then we cannot do something about it to do some checking or fix any issue. So, Kathy, is it okay with you if I'll do follow up with you by Monday and what would that time be that I can offer you a follow up?

Nine o'clock okay Monday. Thank you. I see. I see. Okay. So, it might be, these are the things that we need to do. Okay? Would it be okay with you, Kathy, that I'll just send you an email for you to do some basic troubleshooting only? The basic troubleshooting is just for you to test the connectivity. Okay? Then, on Monday, I'll be the one to do the the follow-up. And in the meantime, you may also contact your inner service provider for them to properly check your device. At least while waiting for my call on Monday. Would that be okay with you? Ah, because there's no internet. Okay, but, uh, on your phone? Uh, can you open it in your phone? So you can use mobile data on the phone, for you to have temporary internet. Yes, for temporary communication. Like, uh, I'm gonna send email, then you'll be able to receive that, and at least you'll be able to follow basic steps that I can provide first, while waiting for me to contact you by Monday. Because, uh, on weekends, we're closed.

Okay. Thank you for providing me your email, but I just need to double check because based on the record, there's an email address already documented. Please confirm if this is also a valid email, okay? So, I'll read it first to you, Kathy, and I may need to do phonetics just to ensure, okay? So, okay. But I just need to double check if this email is still working so that when I send my email, I'll be sending it to both your email addresses. Okay? So, please confirm this email address documented on your ticket, that's MLRPH a BlueMarble, Transcribed by Otis.

Okay, this is also valid. And your other email was c r o p h f that's p for papa h for hotel f for f reconstruction one at gmail.com uh the the other email uh that was c for Charlie a for Alpha r for Romeo p for papa h for hotel f for fox truck the number one at G mail.com Thank you for confirming. So, uh, Kathy, uh, I just want to let you know that I really appreciated your extra patient and cooperation with but at least we both know that we cannot proceed you.

There's no power. Okay. So in the meantime, I'll be composing an email. Wait for it for you to receive it in a few minutes, okay because I'm going to compose and also add a basic troubleshooting that you can perform while waiting for my callback on Monday. Okay. So, yep yep, appreciate that. Yes. And and you can also contact your, internet service provider. Okay. Smithville. Uh in the meantime, okay? So so that they can properly check their device as well. And uh you can also inform them that they may bring a test modem, just for their isolation to save time. Okay. Okay. Okay. So... Yep. Okay. [silence] Oh there you are. [KEEP_UNCERTAIN] So, Cathy, again, thank you for your um your assistance. Okay, so would there be anything else aside from my main concern before I follow up by Monday? Okay. Um, okay, uh by the way, uh Kathy, just in case that, uh since I have like a callback time frame of nine, uh I might be engaged with another call just just in case and it may finish around nine plus, will it still be okay with you that I can contact you in that time frame? Okay, I appreciate your understanding because, uh I might be still engaged and it might go more than that and I might not be able to contact you in the exact time at nine. Okay? But rest assured, I'll be contacting you. Okay? And just in case I'm not able to contact you, I'll shoot you an email for you to be notified as well. Okay?

You're welcome. So my name again is Eric. You're welcome to the technician. And you can also visit our website, support.thingsys.com. Have a great night. See you there, Kathy. And goodbye for now. Okay. Bye-bye.