V2 Rubric Detail — 41ffdf16-70ab-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 15:33
Duration
76m 6s
Contact
Thomas Mcgarvey
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134770
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: single device cannot connect_MX4301
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. 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
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership3.57/5
Escalation5.00/5
Customer Exp2.50/5
Overall70.1% (+34.1)

V2 Grader Summary

The agent conducted thorough troubleshooting, corrected a misclassified warranty status, and ultimately enabled the customer's TV to connect after a full reset and reconfiguration. While there were minor technical inaccuracies and communication inefficiencies, the interaction resulted in meaningful progress and partial resolution of the core issue.

V1 Case Analysis

Customer reported TV unable to connect to Wi-Fi (error 1430) while computer worked. Agent misidentified device as MX4300, gave incorrect IP (192.168.2.1), incorrectly interpreted LED colors, and advised disconnecting Ethernet cable to access UI. After multiple resets and SSID/password changes, TV connected but issue not fully validated.

Troubleshooting Steps
  • Misidentified device model as MX4300
  • Attempted admin password reset using recovery key
  • Guided to access router UI (provided incorrect IP 192.168.2.1)
  • Incorrectly advised disconnecting Ethernet cable
  • Misinterpreted LED colors (expected solid purple on MX6200)
  • Changed SSID and Wi-Fi password
  • Performed multiple factory resets
  • Power-cycled router and TV
Key Observations
  • Agent misidentified device as MX4300 at [08:00] — correct model is MX6200 (Cognitive Mesh), confirmed by serial and context.
  • Agent provided incorrect router IP 192.168.2.1 at [49:00] — correct IP is 192.168.1.1.
  • Agent incorrectly instructed customer to disconnect Ethernet cable at [39:00] to access UI — not required.
  • Agent misinterpreted LED behavior: MX6200 (Cognitive Mesh) shows solid blue when healthy, not solid purple ([27:00], [44:00]).
  • Agent suggested paid support prematurely at [05:00], then reversed after customer stated device was new — poor protocol handling.
  • Call lacked clear escalation or follow-up plan despite unresolved issue.
Positive Highlights
  • Agent eventually confirmed device was in warranty based on customer statement ([10:00]).
  • Agent remained polite and professional throughout the call.
  • Agent guided customer through password reset and SSID change, which may have contributed to temporary fix.
Agent Errors / Gaps
  • Misidentified product model as MX4300 without confirmation — actual model is MX6200 (Cognitive Mesh).
  • Provided wrong local router IP (192.168.2.1) instead of correct 192.168.1.1.
  • Gave incorrect guidance on LED colors: claimed solid purple is expected post-reset on MX6200, but Cognitive Mesh shows solid blue when healthy.
  • Advised disconnecting Ethernet cable to access router UI — unnecessary and incorrect.
  • Failed to collect essential device information (model, serial) early in call.
  • Suggested paid support before confirming warranty status, then reversed without clear justification.
  • Did not set a concrete follow-up or escalation plan despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
The customer's TV eventually connected to the WiFi after a power cycle of both devices and re-entering the new password, indicating progress toward resolution, though the agent did not fully confirm all devices were working.
R2 Met Diagnostic thoroughness conf 90%
Agent performed multiple troubleshooting steps: verified connection status, checked IP config, attempted local access via 192.168.1.1, guided through password reset, factory reset, and reconfiguration of SSID/password — all relevant to the reported issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device was in-warranty, reversed the paid support assumption, and pursued full troubleshooting rather than dismissing the customer — aligning with OOW best-effort standard even after confirming in-warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked for symptom details (TV not connecting), checked network settings (IP config), attempted login, and reset the device — logical sequence, though LED interpretation was inconsistent and delayed.
T2 Met Appropriate tools / resources used conf 85%
Agent used local web interface (192.168.1.1), IP config, and recovery key — all appropriate tools for diagnosing access and configuration issues; the use of 192.168.2.1 was a brief slip but quickly corrected back to correct IP.
T3 Partially Met No misinformation conf 80%
One major inaccuracy: suggesting 192.168.2.1 (not a standard Linksys IP); otherwise, guidance on recovery key, reset duration, and web login was factually correct and aligned with KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained call control despite confusion, set expectations about holds, and guided transitions — though silences and repetition reduced clarity.
C2 Partially Met Confirmed understanding conf 70%
Agent explained technical terms like 'default gateway' and walked through command prompt, adapting to customer confusion; however, some jargon was used without consistent comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by changing warranty status, guiding through full reset and reconfiguration, and staying on the call until the issue showed signs of resolution without transferring.
O2 Partially Met Proactive follow-through conf 75%
Agent set next steps: email receipt request and offered future support, but did not specify timeline for follow-up or confirm full resolution before closing.
O3 Partially Met Closure confirmation conf 70%
Agent referenced prior support interaction by acknowledging the customer’s receipt of a link, though did not fully integrate prior steps taken by the previous agent.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was needed; the issue was within L1 scope and the agent continued troubleshooting appropriately without unnecessary escalation or avoidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted — the agent remained on the case and made progress.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent apologized for delays and thanked customer for patience, showing basic professionalism, but did not explicitly acknowledge frustration or repeated effort.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted pace and repeated instructions when needed, maintaining engagement despite technical hurdles and customer confusion.
X3 Partially Met Overall experience conf 70%
Agent guided customer through necessary manual steps but could have reduced effort by more clearly organizing sequence and minimizing repetition.
Call Transcript125 turns · 133 lines
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting linksys.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. If you're experiencing issues with your LinkSys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with
00:00
Speaker 1
[silence] Hello? Hi. My my my router will not connect. It won't connect to my TV. It'll connect to my to my computer but it won't connect to my TV. I just called and talked to a lady and she sent me a link. You want you want the number, the the support link or the number she gave me? What's that?
01:00
Speaker 2
other users for tips and guidance at reddit.com slash R slash linksys. Hello? Hi, thank you for the references. This is G. and hello. without connect. Do y'all want the numbers check-in? for the numbers you gave me? How about the number you provided to her, sir? Yeah, the number you gave to her. What's the...
01:00
Speaker 1
Yes. The number I gave to her. I don't know. I don't know what you're talking about. There's a number support number on here. You want it? LTS00134770. L? LTS, S as in Sam, [REDACTED_PAYMENT_DIGITS] Do you see that? Okay. Can I talk while your checking? [silence] [silence] [silence] [silence] [silence] We have a problem free. now. I can't get through with my earpiece. I shouldn't even be speaking here on the phone. even with a cellphone. Okay. Uhuh. Did they tell you there's some bad people here? [silence] [silence] [silence] [silence] [silence] I need you to look up my policy number. Let me look that up right quick cuz I don't have the card. I don't know what's happened. I'm gonna use my driver's license number. Uh, if that's okay with you. Uh huh. Sir. Ma'am. Yes, sir. Here we go. Here's my driver's license number. [REDACTED_PAYMENT_DIGITS] Say [REDACTED_PAYMENT_DIGITS] again? [REDACTED_PAYMENT_DIGITS] Huh? Here we go. [REDACTED_PAYMENT_DIGITS] Just a second. What's that? I don't do right. Progress, uh. Yes. Uh, [REDACTED_PAYMENT_DIGITS] Adam [REDACTED_PAYMENT_DIGITS] I am on a cellphone ma'am. I have my card, I just got it in my glove compartment.
02:00
Speaker 2
Can you uh, I'm sorry to, can you repeat that please? L T. Yes, I just need to check on the exact unit, okay, two seconds. Um. Yes, yes, go ahead, Sear. She's.
02:00
Speaker 1
Well, she, she sent me that link with that, um, that number that goes in the address bar, but when I put that, that number in the address bar, it comes up with Netgear, not Linksys. It wants, Netgear, Netgear wants a user name and password. So, that's one, that's one of the problems. And I guess I need to pay for support. Okay, I'm sorry. I'm sorry, what was that again? Yeah. [silence] Translate from English to Spanish: Bueno, me envío ese enlace con ese número que va en la barra de direcciones, pero cuando pongo ese número en la barra de direcciones me sale Netgear, no Linksys. Quiere Netgear, Netgear, Netgear pide nombre de usuario y contraseña, así que uno de los problemas es que creo que tengo que pagar por el soporte. Perdón, ¿qué fue eso otra vez? Sí. 00134770. Yes. Okay. [silence]
03:00
Speaker 2
Am I speaking to mister Thomas. Okay, yeah got it. sure.
04:00
Speaker 1
did you have what how many? i just have one.
05:00
Speaker 2
Okay. You have how many Lennox nodes here? How many Lennox devices? Just one. Okay. Okay, sir, it shows here, sir, that your device is already a 40 device. And yeah, you mentioned about paid service earlier, sir, right? Do you want to proceed with that, sir?
05:00
Speaker 1
How do I do that? Just give you a credit card number? Okay. Take your time. [silence]
06:00
Speaker 2
Okay. Um, I just need to create a new ticket for you here, sir. And then now we will go ahead with the page service, sir. Okay? Can you give me the two- two minutes, sir? Thank you, sir. Be right back, sir. Okay?
06:00
Speaker 1
hello yes yes yes yes let me look so yes seven two six can you see my password oh yeah I'm thinking the password I'm putting in is I'm not doing it right but [silence]
08:00
Speaker 2
[a few seconds of silence] [silence] [several seconds of silence] hello sir [Sir Thomas] so just a confirmation sir, you have MX 4300 right? okay the last digit of the serial number sir ends with seven two six. [several seconds of silence] unfortunately no sir.
08:00
Speaker 1
You guys got some funky passwords. When did I purchase it? Oh, let me see. I just bought it. I just bought it from trying to find the date. Look. Ink not good. Okay. I see the date on it. What the heck? So, Oh, no, I got it on 26th. I bought it from Walmart.
09:00
Speaker 2
Unfortunately, no, sir. We don't have any visibility with your password. Anyways, sir, um, can you confirm when did you purchase this device, sir? Um. Did you purchase this around 2024, sir?
09:00
Speaker 1
I just I just bought it maybe a week ago. Yeah, I 1 16 of 26 is when I bought it. It's not an outer warranty. Well, help me. Well.
10:00
Speaker 2
okay. yeah and um, okay. so that means sure that this is not an out-of-warranty device. definitely. yes sir. you have the receipt? yes. yes sir. I can do that sir for free. you don't need to, we don't need to do the paid service sir. thank uh yes that thank you so much for uh letting me know about that sir. and uh by the way, uh I will ask for that receipt sir, okay, right after this call just for us to change the warranty status of your device. okay. so, let me just change the status here.
10:00
Speaker 1
[silence]
11:00
Speaker 2
Yes, yeah, sir. Remove the, yeah, sir. Kindly remove the other device, sir, and plug in your node, your Lincsys node.
11:00
Speaker 1
OK, let me connect. Interesting. It's not popping up. Hmm. I see we have.
12:00
Speaker 2
Let me know if it's done here, okay? Thank you. [silence]
12:00
Speaker 1
there it is okay I click on that or that link you know on my um for the Wi-Fi settings and boom it it it it connects right now but my television won't and I need that password or something okay now what okay bye my my device is
13:00
Speaker 2
I think you know, for my, for the Wi-Fi setting. Uh-huh. Oh, okay. Well, that's good to hear. [laughter] Okay. So your devices are connected to that, the name of your, uh, your, uh, Oh, your, yes, yes, sir. Do you have a device connected to your Wi-Fi network, the one from your lances parents node? Do you have? [sound of someone speaking in the background]
13:00
Speaker 1
I don't I don't understand what you mean. The yeah, I I got my my links is is connected right now. And I have internet access on my computer. but I don't have it on my television. Windows Windows 11. Do a lot? [silence]
14:00
Speaker 2
okay we right now have one device that is connected to the your modem right disconnect the next year okay so how about we do this one can you go to uh by the way, this is when the old computer sir or Mac.
14:00
Speaker 1
Oh, the command prompt. Uh, on my computer, right? How do uh, how do I get to that, Kim? Mom? How do I get to that command prompt? Type it in, type it in the Slack. I got it. I got it. I got it. command prompt's up. Is that what you wanted? Okay, well I got the command prompt screen up. IP what? Oh. Oh. Config. Con.
15:00
Speaker 2
Yes. Yes. Okay. Yes. On the bottom of your screen. Uh, no sir, on the bottom of the screen. Okay. Yes, yes sir. Okay. Yes. On the command prompt. Yes sir, can you please type IP config? IP config. Like I for India, P for Paul, config. Yes, IP config. [silence] [silence]
15:00
Speaker 1
Okay.
16:00
Speaker 2
Okay. And press Enter, Sir. IP config, Sir. It's... Oh, it's not IT, Sir. It's IP. P for Paul. Yes. IP config. Yes, sir. Yes, sir. Can you provide me, Sir, the default gateway?
16:00
Speaker 1
Land adapter, wireless Land adapter, local area, wireless Land adapter, Wi-Fi. Got my address, sub net, default gateway. That's all there's. So now what do I do? Okay? The default gateway. Uh, I don't have one.
17:00
Speaker 2
Okay. so we will go through the settings here of your, uh, of your links. Open a browser. I'm sorry, what's the number again? You're on the default gateway here. I, uh, was not able to capture that. Yes. Uh, that will be under, uh, IPV4, sir. IPV4 subnet mask, default gateway, DNS server. All of these settings we'll be.
17:00
Speaker 1
I don't have it.
18:00
Speaker 2
no default gateway. I'm sorry. there should be default gateway. can you look for LAN IP address sir? yes. what's the IP sir? can you check what's below that sir? is it sub net mask?
18:00
Speaker 1
and 255.255.0 below that the default gateway 192.168.1.1 okay and what Okay
19:00
Speaker 2
Okay, what is below subnet mask, sir? Yeah, below that. Yes, that's it, sir. What's the default gateway, sir? Okay, open a browser. Okay, type this number, sir, on the address bar, please. Okay. 192.168.1.
19:00
Speaker 1
What? 10681-1. OK. It's got me four the router password. I tried that. And then signed in. Invalid router password. Really? our click on that? OK. Enter recovery key. Yeah. Notes.
20:00
Speaker 2
Yes. yes. And press enter, sir. Okay. The router password is here by default. That will be ADMIN, a lower case just A.D.M.I.N. sir. Okay. Do you see an option to reset password, sir? Okay. Please. Yes. Yes. Five digit number underneath the device. [silence]
20:00
Speaker 1
Under what, oh, the recovery key? That's it? That's the number put in the five numbers, that recovery key? Okay, okay. Okay. Okay, wow, you're doing good, girl. You're doing good. You are. create a new admin password. Put a put a password in there? Okay.
21:00
Speaker 2
there's a number five digit the parents now yes yes yes sir that's the number they got it is asking yes sir thank you yeah sorry for the oh how is it are we asked are you uh you're asked to create a new password okay yes yes we're getting there sir so yeah oh yes yes any password you prefer sir [silence]
21:00
Speaker 1
God if this works you'll be special, well unexpected error, unexpected error 22, 98. Different browser? Like edge or something. Okay, set up forget that what number you had me to type in there. I'm sorry.
22:00
Speaker 2
let me yes what's the error number sir 22,298 I um can you try a different browser sir same number mm-hmm yes yes sir
22:00
Speaker 1
Okay. Okay, router password. I can just put Admin, right Huh Oh, I'm sorry. Right. Okay. Okay. I'll... the recovery key. I just lost it... H. 0 9 43 0 9 43. Okay. I'm up
23:00
Speaker 2
Yes, sir, it's 192.168.1.1. No sir, I will suggest for you to do reset password again, sir, guess the password you just created earlier, sir did not go through. [silence] Yes sir. [silence]
23:00
Speaker 1
But I was hooked up. Got that error again. Yep. 2298. Done the what? No the what? Nodes? No. Got a single one.
24:00
Speaker 2
two two nine eight again sir okay Okay. How many MX42s you have sir? Just one. What's the model number of the other devices, the other child, the other node, uh, what's the node? Yeah, do you have other nodes? Yes, other links devices or... No, only this. Okay.
24:00
Speaker 1
Resetting the router, OK. Close all my browsers. OK.
25:00
Speaker 2
Okay. This err, error message, sir, this is actually indicating that, um, uh, you have possibly typed or you have possibly tried logging in. Actually, sir, this is not a common, uh, common concern, and the only way, sir, for us to get, uh, rid of this error message 2298 is to reset, uh, again the, I'm sorry, to reset it, ah, the router. Would you like to go ahead with that, sir? Yes, yes, sir. SO. Yes, but before we do that, sir, kindly close all the browsers that you use just now. The Chrome Browser, the Edge Browser. Yes.
25:00
Speaker 1
Okay, browsers are all closed. Yep. Hold on, let me, let me get to it. Let me go get. Okay, you - can just push the reset. Uh. [silence]
26:00
Speaker 2
Underneath your Linksys routers, sir, you have there... Where is that? Button. Yes, sir. Press and hold the reset button, sir, for 15 seconds.
26:00
Speaker 1
[silence] Out for 15 second. Okay. Okay. [silence] Okay. [silence] Yep. It does. Oh, it's actually it's blue. I don't [silence] Okay.
27:00
Speaker 2
Yes, press and hold for 15 seconds. Okay, so let's give it a time sir, the node will boot up. And after a couple of minutes, it will show you a purple light on the top. Okay. Yeah, it's rebooting sir. Just give it a couple of minutes.
27:00
Speaker 1
Okay, I've got internet on my computer. develop.com Yeah. How do I find that?
28:00
Speaker 2
Okay, can you confirm, sir, if you are connected to the same Velop name or Velop setup? No, sir. On the Wi-Fi setting of your computer kindly check, sir, what network you are connected. There's a Wi-Fi setting. [silence]
28:00
Speaker 1
Yep. Well, I... I... I see it. Well, I've got my... I've got it pulled up, but I don't see what you're talking about. [silence] Oh, well now.
29:00
Speaker 2
you have it? Okay. Okay, if you tap on sir, the uh, if you tap on the uh Wi-Fi symbol on your computer, you will uh, you will see sir, where you are connected. Okay, anyway, sir, what is the light on the top of your node, sir? Is it now purple? Steady purple?
29:00
Speaker 1
I can't connect. Oh, there it is. On my node? Oh. Oh, let me go look. I have internet. Oh, it says can't can't connect to this network. Then let me go let me go see. Yeah. I'll walk a half a mile to the other end of the house. It's blue. It's blue. Huh? It's blue.
30:00
Speaker 2
Yeah, that's a key shirt. What's the color there, the light on the top of your node? What's the light? Yes. On your lences. No sure. On the top, is it steady purple? Uh-huh. Solid blue. Solid blue.
30:00
Speaker 1
So now what do I do. so now what do I do. the Wi-Fi settings. okay. Hold on. Hold on. Let me get back to my computer. Shows Shows connecting but it doesn't it says it can't connect to this network. okay, well, it's connected. Now what.
31:00
Speaker 2
Okay, back to your computer, sir. The Wi-Fi, the settings. Sorry. Yes. If you could see the Wi-Fi settings. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yes, yes, sir. Open a new browser.
31:00
Speaker 1
yep not to search the web by that the very top right okay I want to say okay I'll be professional after I get down to that okay 643 no
32:00
Speaker 2
okay, ptype the same numbers on the address bar. address, yes, yes, exactly, sir, 192, one 68 dot one. 1. I'm, sorry, sir. Yes, yes, uh, yes, let's do reset password sir, then type in the recovery key.
32:00
Speaker 1
2298. Yeah. Right. Yeah. Yeah. Okay. Okay.
33:00
Speaker 2
Still $2,298, okay. Sir, I'll just be placing you on hold, just to confirm you have a solid blue light there on the top of your device, right? Okay. Sir, I'll just be placing you on hold. I just need to check on what else we can do with the 229 there message. Okay. Just stay on the line, sir, I'll be right back. And I will send you an email, sir. I believe you have internet connection already. I will send you an email, sir. Can you please send us a copy of the receipt? Sure. to let me record. So that it can confirm or we can change the warranty of your device. Okay. Okay, just stay on the line. Sure, I'll be right back. Okay. Thank you so much. [silence]
33:00
Speaker 1
Yep. I have to be. This is a master. [silence]
38:00
Speaker 2
hello, sir Thomas. hi, sir thank you so much for patiently waiting sir. okay
38:00
Speaker 1
Okay. Okay for how long? Okay. Okay. [silence]
39:00
Speaker 2
Okay, anyway, sir, we will try to do it locally, sir. This time, sir, I will ask you to disconnect the Ethernet cable, sir. From at the back of your Linksys. The one connected to your modem. Just remove the Ethernet cable, sir. Okay. Just leave it for now, sir. Just leave it removed for now. Then let's go back to your computer. Yes, sir. Go back to your computer, sir. Okay. On your computer, make sure that you are connected to your Wi-Fi network, your Linksys Wi-Fi. Make sure you're connected to that one, sir. [silence] Yes? Yes, from your Linksys router. Okay, sir.
39:00
Speaker 1
I'm not going to be if I don't have an ethernet cable hooked up. Okay. Okay. Okay. Just connected. Oh. No, no. Hold on, no internet. Yeah. Okay. Now what? Okay. And what?
40:00
Speaker 2
Wi-Fi network. That's OK, sure. We can connect. We can get connected, sir, even without internet connection. We can have Wi-Fi. It's just that you don't have internet. But we can have Wi-Fi. OK, just make sure that you are connected to your Wi-Fi network. OK, open a new tab, sir. Is that no internet connection? That's OK, sir. That's OK. We don't need internet for this for now. OK, open a new browser, a different browser. OK. Type the same number, sir. 1. 192.168
40:00
Speaker 1
okay got one okay okay okay external develop reset password uh huh the recovery key so I'll put that number in there again 5-0-9-4-8-0 okay now it's want me an admin password yep okay
41:00
Speaker 2
.no access to develop. Yes sir. Let's do reset password sir. Then uh it will ask again for a recovery key. Okay. Create an admin password sir.
41:00
Speaker 1
Okay, come on baby. Ah, 2298. Okay. You guys called a node? Huh? Oh. Oh. Oh, I never knew that. Oh, she's. He's red now. He's not... Okay. You okay? Okay, reset. 15 seconds. Okay. It's blue.
42:00
Speaker 2
yes sir yes because yes sir because there's no internet connection yet no worries sir we can get internet connection uh later on after we manage to access the user interface okay so press and hold for 15 seconds make sure to press the reset button sir yeah okay so yes yes sir so let's give it a couple of minutes sir um the light on the top of your router will go to a steady red purple
43:00
Speaker 1
Yeah, it's blink. Yeah. Yeah. Yeah. It's blink. Yeah. It's blink. Yeah. It's blinkand. Okay. Okay. Okay, it's solid blue. Oh, no, it's still blinking. Must be thinking. Yeah. Uh, that's, uh, I don't think it's purple. It's kind of pinkish. Uh
44:00
Speaker 2
like what it really purple? Yes, Solid blue. We're expecting yes sir we're expecting to see a Solid purple sir. Yes, yes that's correct sir as long as it's not blue or uh flashing.
44:00
Speaker 1
I don't know what color it is. It's red and white and blue and. Okay. Okay. Okay. Okay. You want now, what do I got to do? Close it? Okay. Okay, browsers are closed. The what?
45:00
Speaker 2
That's okay, sir. We will continue to maintain that's okay, sir. We will confirm. Um okay. Do not connect yet, sir, the Ethernet cable, okay? Uh, they still access this using the local, um local access. So same things sir, close all the previous router, we use. Uh, so most all the ones are you use to. And yes. Okay. Make sure that your computer is again connected through your Wi-Fi network, the "velopail" signal.
45:00
Speaker 1
Yes, it's not, it's not disconnected. I have no internet. Oh. Okay? Okay, so you wants to open another uh browser? And type that same thing? One nine, two, that one. Six A 11, I have nightmares about that number. Okay. This router, go back to the password, huh.
46:00
Speaker 2
Wi-Fi network from your links. Yes. We don't have internet yet there because we disconnected the Ethernet cable. But once we connect that, we will get internet. It's just that for now, we have to disconnect it for us to be able to go through the user interface. Yes, open another browser, sir. And type the same numbers. Same numbers, yes, exactly same numbers, sir. Sorry, sir.
46:00
Speaker 1
I'm not at Right now, I'm at access router. Router password. Okay. Incorrect password. Remaining attacks for. Yeah, so it don't Yeah, it don't like the admin. Don't like that. Okay. [silence]
47:00
Speaker 2
If it will ask for a password, there, can you try first "admin", all lowercase? [silence] Yes, try "admin". Yes, sir. Please try "admin", all lowercase. [silence] Still incorrect password. [silence] Okay, sir. Let's go ahead with the reset password, sir. Yeah, reset password. [silence] Yeah, by default, sir. Uh, no worries. I'll - yes, that's by default, sir. [silence] Anyways, I already take note of that. [silence] So, let's create a new password
47:00
Speaker 1
Maybe that s why. Let me see. Wow. Okay. I'm working on it. You know, I, that's the first time it told me I needed 10 characters. I didn't, I didn't know that at that time. My it says my admin password is [silence] Is there anything I could help you with? Uh, yeah. I'm trying to figure out how to connect with my wi-fi. I keep on entering the password. It just won't connect. And I am trying to figure out why. What is the internet quotation that you got? Uh, it's the one that's, that is from AT&T. We only got one. Whose name's on the thing? Uh, it's in my wife's name. What is your daughter's name? Bree. Okay. Okay, and your girlfriend's name? Victoria. I need you to go to the web browser on the computer. When the screen comes up, there will be a list of all the networks discovered by that computer. Right. What's the where's your password? Right. Yeah. Have you taken it off yet? [silence] Yes. Okay. Good. Now, if you go to a browser, please go to 192.168.2.1. Uh, yeah, we're doing that. Okay, great. Now, I need you to do this, okay? [silence] Okay. I need you to look for this page. Okay. Okay. Oops. In going in here, what do I do next? [silence] Okay. [silence] I need you to go to this page and it will ask you for your name. And your password, log in. Right. Right. The name already, my wife's name just pop up. Okay. And pass, yep, admin. Okay. Okay. Now, I'm going to need you to change your password to something a lot better. Okay. Okay. Okay, honey, our Wi-Fi password. You know what you think would, um, folks? You know what you think would be a better password? The one for Red and Minion? Okay, we're going to have password 123.
48:00
Speaker 2
Okay? How is it? Sir Mm-hmm Yes Okay Okay Make sure make sure to do Ten digit long, should have uppercase, lowercase, special characters, and a number [ silence ]
49:00
Speaker 1
successfully reset. Just. Yeah, smart Wi-Fi tools. Okay. Yep. Yep. Yep. this. Okay. I'll wait. Let me click on that.
50:00
Speaker 2
That's good. okay. So, our Belief Dr we managed to go to the next page. Smart Wi-Fi tools. Okay, yeah, we're inside, sir. That's good. That's a good thing. Uh, we will not connect first your um, Ethernet cable, sir, from your modem. We will set this one up first. Uh, can you scroll down all the way to the bottom of the page, sir? It's a bit tiny, small words, sir, on the bottom. The end user license agreement, privacy statement. Last option that you will see, sir, is C8, Charlie Alpha. The
50:00
Speaker 1
Okay. Let's see, there. Yeah. Okay, well, I'm still with my, um, the link speed, um, smart Wi Fi, got the list of, uh, device list, guest list, parental controls.So now what? Yup. You want me to click on that?Huh? Okay. View and change router settings.
51:00
Speaker 2
uh yes we're yes the c8 connectivity the dc connectivity on our left side under router settings on your on your left side of this uh sorry left side of the screen under router settings you have connectivity yes please yes please okay you're on you're on the right page um last option
51:00
Speaker 1
I don't see oh, okay. Yep. Yep, okay. Yep. For the SSI, oh for that. Oh, I'll just put my my password in there. I don't have to use that same password I put in. [silence]
52:00
Speaker 2
to set up. Do you have that, sir? C. A. Yes. So it will ask, yes, sir, it will ask for your SID and password. SID, sir. Yes. SID, sir will be your preferred Wi-Fi network. This name, sir, this we'll be used to connect your devices to your internet. So any name that you want, any password that you want, you can do it, sir, on this page. Uh, no need, sir. You can create an easy password or a more secured password up to you, sir. The password.
52:00
Speaker 1
[KEEP_UNCERTAIN] okay now what do I do I I've done the SSID and the password click apply oh applying changes your your router is applying changes god you've got progress hm I think the whole problem was me This is says router not found. Well, I can't get rid of it. Hold on, hold on, hold on. I can't get rid of this page. I've got router not found and it won't go away. Yep, I got to ask, sorry, I get keep going. okay.
53:00
Speaker 2
That's okay. That's okay, sir. Because you're now not connected to the previous name that you have or the default name. So, go back to the settings there of your computer or the Wi-Fi settings, if you can see the Wi-Fi setting. Kindly look for the name that you have... Oh, you can... Okay, sure. You can just close it, sure. It's on the upper right side of... Yes, sir. On the upper right side of the computer screen, sir, of your browser, you have this X box and a minus sign. On the upper... Yes, you can, uh, minimize it, sure. You can just tap on the minus sign or the dash, then it will minimize.
54:00
Speaker 1
Huh? Okay. I have to minimize it. Now why you... And then what? My links? Yeah, the links. Oh, no. I don't see it. No. I need to I need to get rid of this. Do you understand what I'm saying? It says router not found. You are not connected to your router, but when I when I click 're-try', it won't let me go back to the previous page.
55:00
Speaker 2
Nice. Okay, then you'll be able to go. Yes, yes sir. Then you can go to your Wi-Fi settings. On your Wi-Fi settings here, can you look for the name that you have uh that you created. The name you just set up. Do you see that name? No, sir. The name, sir? The SSID? The SSID you created earlier? Uh under available network. Oh! Okay, sir.
55:00
Speaker 1
That page, it's stuck there. Yeah. Yeah? What, to minimize it? Yeah? Okay. Now what? Okay. Oh. Oh. Well.
56:00
Speaker 2
Yes, because you're not connected to your router yet. So, can you check, can you do this, sir. Um, look for the minus sign, sir, on the upper right part, uh, right corner of your computer browser. Yes, if you tap on the minus sign, yes, exactly, sir, minimize it. Okay, then you go back, uh, go to the settings or the Wi-Fi settings of your computer that's on the, uh, go to Wi-Fi, sir. Look for the name that you created.
56:00
Speaker 1
Yeah. Yeah, I gotta put my password in there. Yeah. [silence] Okay, well, no internet of course. So now what do I do? No.
57:00
Speaker 2
Okay, good. Yes, that's the password that comes with the Wi-Fi name or the SSID. [silence] Yes, but you are connected right? Yes, sir. Okay, let's go back to the router sir.
57:00
Speaker 1
Okay. Okay. Oh, yeah, she's red. Okay, I just plugged, but then it's blue. It's red. Solid, red. Solid red.
58:00
Speaker 2
Can you now connect the ethernet cable from your modem to your router? Same ports your internet port. Sure. Yes, sir. Yes, let's wait for two minutes. You can just stay for for now on that same place. Let me know sure if the light stays all. Yes. Is it flashing? Flashing red? SPEAKER 5 SPEAKING
58:00
Speaker 1
yep yep the same port I've used the one that says internet I was blue now it's blue now okay by this is a tough one they should give you a raise if you can get this fixed wanna make a recommendation for you you're welcome I know you're working hard at it it'll be a lot easier
59:00
Speaker 2
Call it red. You plug it on the Ethernet port, or I'm sorry, Internet port, right? Okay. I don't know. And it says solid red? That's good. Okay, give it a couple. Yes, give it one more minute, sir, just to be sure. Just observe the light on the top. Thank you. Thank you. [silence]
59:00
Speaker 1
easier if you was here. Okay, I have life. I have Wi-Fi. Try what? Yeah, it's connected. Okay.
60:00
Speaker 2
Yeah, it will be better sure if it's on site. Unfortunately, we don't have an on site. Okay, so solid blue light at the top and your computer is again connected. Let's try the internet sure if it's working now. Let's check if the internet is now working. Okay, that's good. So it seems that everything, yes, sir. It seems that you have already set it up. What you need to do, sir, is connect your other devices to your new Wi-Fi network. Any other things you want to check, sir?
60:00
Speaker 1
what? yeah, I'm putting my password in on my, I'm putting my password in on my television right now.
61:00
Speaker 2
Is there any other things you want to talk? Okay.
61:00
Speaker 1
Okay, here we go. It's, uh, it says it's connecting. It's, it's working on it, thinking. [silence] It's still thinking. [silence] Connecting to length. [silence] Nope. Why? [silence] Huh?
62:00
Speaker 2
connected is it connected connecting okay okay What is this ED
62:00
Speaker 1
The brand, TCL? Yeah. Okay. Oh, I have to put my password in again to see it. Okay? Hold on a second. Uh, god.
63:00
Speaker 2
TCL. Okay. Let me just check. What is the error when you tried to connect? Sure. Unable to connect to the network. Uh-huh.
63:00
Speaker 1
No the error is 1430 yes it just says 14.30 oh 014.30 yeah [silence]
65:00
Speaker 2
you want 14 30 uh that's the error on your TV, sir 14 30 014 that 30 oh do you have a local uh device, sir? [silence]
65:00
Speaker 1
Do I have a lot? Um, no, not really. OK, both. No. No. Yeah. Uh-oh. Oh, I may think probably 20, 20 ft, 30 ft, 30 ft max.
66:00
Speaker 2
uh a Roku stick or any device attached to your TV. Okay. Um your TV is only capable for Wi-Fi connection, sir? Or uh is it also capable for wired? Okay. Okay. Can we try it wired, sir? Is it possible or not possible? Um no too far. Okay. Okay. That's okay. Okay. So how far is this TV from your router, sir? [silence]
66:00
Speaker 1
Are you going to turn off the router? Oh, and tea. Huh? OK. Turn off the TV, too? OK. I'm sorry. OK. Routers off.
67:00
Speaker 2
yes okay yeah, that's actually uh, in officer okay so, how about we uh, uh, turn off your router and um, let me just check what other yes, I've turned off your router as well as your TV I'm sorry yes, yes sir, uh, yeah, mm-hmm
67:00
Speaker 1
okay, they're both off. Router's off TV's off. Okay. Did you want my computer shut off too or not? okay. Okay.
68:00
Speaker 2
Okay, sir, just give it 30 seconds and then we will turn on first your your router. Once it's all it's already back online, then we will turn on your TV. No, no need to. Just um the TV and the router. Uh this error message, sir, the 4 14 this is actually common, sir on
68:00
Speaker 1
Oh, I'm paying the butt. That's one. Yeah, it's on. It's solid blue now. That's blinking. Yeah, it's blinking.
69:00
Speaker 2
Okay, Levin. Okay. Okay.
69:00
Speaker 1
Okay, it's red. red it's red oh there's blue silence solid blue now silence yeah silence Okay. Silence Can you go back to the settings?
71:00
Speaker 2
okay that'll do it be now okay so uh go back to your TV sir turn it on
71:00
Speaker 1
Okay. Looking for wireless networks, links, excellent strength. Okay, want to have password again. Can you believe that? What was your name? Charlie Echo Echo? Oh. Oh. That's.
72:00
Speaker 2
It's Z sir. George echo echo. Oh no sir, George. G for George. [silence]
74:00
Speaker 1
Oh, you are special. Thank you. so much. Thank you very much.
75:00
Speaker 2
you're welcome sure is it now connected okay okay well that's good to know sure thank you sure thank you so much for your time and patience sure I truly apologize it took us this long anyways you can call us back for any other concerns and sure I will ask for the receipt okay so that we can validate we can uh change the warranty of your device you're welcome sure happy to help sure Have a good day. Oh, by the way, sure.
75:00