V2 Rubric Detail — 431dc7f2-7bc6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 18:44
Duration
52m 13s
Contact
Teresa Bennette
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136577
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot connect devices/WIFI password incorrect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (12 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall24.2% (-27.8)

V2 Grader Summary

The agent failed to resolve the Wi-Fi password issue by skipping mandatory Recovery Key steps and providing technically inaccurate statements ('connecting your phone is not our support'). While some troubleshooting and empathy were shown, the call lacked proper escalation, clear next steps, and effective communication adaptation, leaving the customer without a solution.

V1 Case Analysis

Customer cannot connect iPhone to Wi-Fi; does not know Wi-Fi password and has no other connected device. Agent confirmed MR55WH model/serial, advised router reset, but did not guide customer to check router label for default password. Case left open with callback suggested.

Troubleshooting Steps
  • Requested router model and serial number
  • Asked if any other device was currently connected to the Wi-Fi
  • Confirmed no wired access to router
  • Advised a full router reset and re-configuration
Key Observations
  • Agent correctly recognized that without a connected device or wired access, retrieving the Wi-Fi password directly is not possible — a valid assessment per KB logic.
  • Agent failed to instruct the customer to check the router label for the Wi-Fi password, which is the primary method for recovering credentials (adjacent_connecting_devices.md).
  • No clear instructions were given for performing a factory reset (e.g., press reset button for 10 seconds), despite it being a standard procedure.
  • Agent offered an uncertain callback time without confirming availability, failing to set a reliable next step.
  • Agent did not collect or verify the serial number accurately on first pass, though it was later provided by the customer.
Positive Highlights
  • Agent correctly identified the limitation: no connected device and no wired access, making password retrieval impossible without reset (aligned with KB logic).
  • Agent acknowledged the support scope limitation ('connecting your phone is not our support') but still attempted to help within reason.
  • Agent created a case ticket (136577) and provided it to the customer, enabling continuity.
  • Agent expressed empathy and apologized for the situation, maintaining a supportive tone.
Agent Errors / Gaps
  • Failed to instruct customer to check the router label for the Wi-Fi password, which is the first step in credential recovery (adjacent_connecting_devices.md). This is a material accuracy miss against the KB.
  • Did not provide clear, step-by-step instructions for performing a factory reset (e.g., 'Press and hold the reset button for 10 seconds until lights flash'). While the advice to reset was directionally correct, the lack of specificity reduces ACCURACY.
  • Did not confirm a reliable callback time or escalate to a technician with confirmed availability, leaving the follow-up vague.
  • Initially misheard or misstated the model number as E5350 instead of MR55WH, causing confusion (transcript 03:00).
  • Did not verify the serial number upon first mention, requiring the customer to repeat it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggests resetting the router but does not complete or confirm resolution; issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent attempts to determine if another device is connected and explores options like wired access, but skips key steps like using the Recovery Key or checking local admin access.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly frames connecting a phone as 'not our support' and defaults to factory reset instead of offering non-destructive recovery options like the Recovery Key.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to apply a logical diagnostic process; asks about TV models and search engines instead of diagnosing the forgotten password using the Recovery Key method.
T2 Not Met Appropriate tools / resources used conf 98%
Agent fails to use the Recovery Key or local admin URLs (http://myrouter.local) which are explicitly required for password recovery in the KB.
T3 Not Met No misinformation conf 99%
Agent states 'connecting your phone is actually not our support,' which is contradicted by the 'Connecting Devices' KBs; also claims no other option exists but a factory reset, contradicting password recovery KBs.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintains some control by asking follow-up questions and guiding through TV settings, but loses direction with long silences and fails to frame next steps clearly.
C2 Partially Met Confirmed understanding conf 87%
Agent uses simple language at times and acknowledges customer confusion, but does not consistently adapt terminology or confirm understanding during complex steps like TV navigation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent offers a callback possibility and creates a ticket, showing some ownership, but does not commit to follow-up or resolve the issue directly.
O2 Partially Met Proactive follow-through conf 88%
Agent mentions resetting the router and offers a callback, but provides no clear timeline or specific action plan for resolution.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent fails to escalate despite being unable to resolve the issue and lacking tools to retrieve the password—escalation was warranted for password recovery guidance.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologizes and thanks customer multiple times, showing empathy, but does not fully acknowledge frustration or repeated effort.
X2 Partially Met Tone & rapport conf 86%
Agent attempts to guide customer through TV menus but does not adjust pace or simplify instructions effectively for a confused user.
X3 Not Met Overall experience conf 93%
Customer repeats information about phone not connecting and network name multiple times; agent does not consolidate or reduce repetition.
Call Transcript68 turns · 77 lines
Speaker 1
Okay. Are you, if you, you said your name is Gerald? Gerald? Um, Dwayne, Dwayne just told me to call. Dwayne told me to uh call you from Spectrum. I have Spectrum internet service. Hold on, just a minute. Hi, just a second. Um, Dwayne, you don't? Hold on, I've got somebody at the door. Gerald, I'm sorry. I'm on with I'm on with
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys, my name is Mr. Jaro. [silence] Yes. It's correct.
00:00
Speaker 1
Yeah, it's not, it's not connected. My new, yeah, my new phone that I just got two weeks ago, it, it is saying, when I go to the settings, it's, um, it's saying under settings that it's not connected to wifi. He said, I have to call you to get connected. Even though they're my spectrum is my internet service that I'm paying, my router, he said, is what will connect my wifi for my new phone. But I'm good on my television. Television's working fine. I'm getting all the stations. It's just that my new Verizon iPhone 17E is not connected to internet. And he said, I had to call linksys since you're the router provider. Because I bought my, my router is a linksys.
02:00
Speaker 2
Okay, hold on. Let me just, uh, make sure that I understand it because I'm bit confused right now. So, he's saying that you have a new phone and you try to connect it to the Wi-Fi, but it doesn't, but it doesn't accept the password? What happened? [silence] Okay, so you say,
02:00
Speaker 1
No, I'm Teresa Bennett. Yes, Teresa Bennett. Yes. My other router went out. I have a new router. Um, the W, okay let me look on the back of it then. Hold on. Okay. Okay. Okay. It it just says M R 55 WH.
03:00
Speaker 2
yeah, I understand a okay. Okay, thank you. So, let me check the model in the rear end. Is this the same router E5350? Model number? What's the model number of your new router? [silence] Can you give me the serial number of that?
03:00
Speaker 1
I don't see anything on the back of my Lex. Wait a minute. Yes, yes, yes, yes. Okay, serial number. It's got all the barcodes on it. Yeah. Oh no. Excellion number 61 R is in Roy, 10 M is in man, C D is in David, 00512. That's the serial number on the back of my new. And this is a brand new lens that I just got in the last few months that my son-in-law put it in for me. Of course, it's got a password on the back of this, and then it's got a name for the router. But I do not know my password. [silence]
04:00
Speaker 2
Hello? Alright let me check on that. Got it I can What's the light of the Thank you.
04:00
Speaker 1
I mean, what is the what? Oh, what color is it? Blue. Right under the name "Lexus" is that a blue line? Yes. Oh, yes. I've got. I've got my TV's working fine. I've got all the stations. It's just that my phone has no internet. It says, not connected. Well, it's my wifi name on the on my phone says Theresa. And then it's asking me for a password. And it's not let. And it says that is not the correct password for Theresa. That's my.
05:00
Speaker 2
I will figure that out but what's the light of the router right now? What is the light of your linksys router right now? the light in front what is it? Yeah, what color is it? Yes. Okay. Okay. So you're I Right, so your other devices are working fine, right connected to the Wi-Fi, but the problem is that You Yeah, you tried to connect it. you tried to connect it to the Wi-Fi. What happened after you tried connecting to that Wi-Fi? [silence]
05:00
Speaker 1
and network name Teresa. And when I try to go... [silence] Do I have a... do I have what now? [silence] No, I don't have what? [silence] Hold on just one second, just one second.
06:00
Speaker 2
Do you have a... Right, I think I got it now. So, but you have... Do you have a iPhone that's connected to the Wi-Fi right now? I'm asking if you have iPhone connected to the Wi-Fi right now.
06:00
Speaker 1
Okay, that was my doctor, my cardiologist, and I had to answer, because they've been trying to get a hold of me about a test that I had. So, I'm sorry, um, Gerald. Um, you, I don't have Wi-Fi. That's, that's why I'm calling you. Because I do not have Wi-Fi. When I go to my settings, it just, I'll tell you what it says. Wi-Fi. On my new phone. This is a brand new phone. I just got two weeks ago, and it's an iPhone 17E. It says Wi-Fi and it says, um, when I click on Wi-Fi and I click on Teresa, it just saying that Wi-FI is not connected. It's just saying it's not connected, that I have no connection Wi-FI. hold on. Let me see. My daughter was telling me to look at this. It's just saying not connected, um. And then when it says networks, it's named Teresa and that's how I set my phone up. If it, if the internet ever goes up, if it goes off on my phone and I can't get Spectrum, um, but it's saying, join Teresa. Enter the password to join this Wi-FI network. They said that I had to get that from you. Spectrum said I had to talk to Linksys because of that, my router is responsible for me having Wi-FI on my phone. Does that, is that right? That's just what they're telling me. [silence]
07:00
Speaker 2
Alright, what-- what--? Hello? Yes, that's actually correct. But let me-- inform you, we don't have your password right here. The reason why I'm asking if there's an iPhone connected to the Wi-Fi right now. Because it's easy to get the Wi-Fi password.
08:00
Speaker 1
uh no i have nothing nothing i don't i used to be a nurse home health but i had a computer i do not have a laptop all i have is my iPhone 17A uh it's it that and then my television uh yeah um
09:00
Speaker 2
From that... from iPhone devices if... if you don't have other devices or you don't have iPhone that's connected to the Wi-Fi right now. What about laptop? Do you have laptop that has Ethernet port? Okay, so here's... Here's what's going to happen. Connecting your device is actually not our support because our support is your Linksys router, but connecting your phone is not our support. but let me try to help you that since the problem is also incorrect password. So, that for sure I can help. However, since no device connected to the Wi-Fi right now and also no you don't have computer that can be wired directly to the port of the Linksys router. Options we have here is to unfortunately reset the router and start start...
09:00
Speaker 1
Even though I have good television service. You know, when you're going in for TV services. Well, I mean, I wrote down something when I talked to y'all, and it's February. And you don't have record of me talking to Lynksis that I called y'all. But I mean oh, okay. Let me just tell you, when I go to my settings on my new phone, my new phone, and I'm on my settings right now, and it says my Teresa Bennett. You know, that's me. It's saying my account Elisa Benson.
10:00
Speaker 2
from scratch it's like setting up a new router [silence] unfortunately, that is correct because we don't we don't have the option to to get the password those are the only options we have. Why the computer is wired directly to the router? Access the router settings or find a device that's connected to the Wi-Fi, we can get the password from there from from those devices, I mean. [silence] I do actually but we but we don't have your password. Unless you provided a password. You do have a record that's for sure, but we don't we don't have your password here. Let me check, actually.
10:00
Speaker 1
[KEEP_UNCERTAIN] [silence] got airplane mode? No, nothing. Wi-Fi, it just says not connected. And when I hit that, it's asking networks is Teresa. And then for then when I do the drop down box, it's just saying enter your password to join this Wi-Fi network. And I see I just don't I mean, I it's got to be something I can do after I'm paying 50 a month for internet and then I can't even get enter, you know, I don't even have um, it just says Wi-Fi, is not connected. That's what it's telling me. But I guess I'm and I know I'm not I know that I'm confusing you, but I'm I'm confused because I don't know how this works. I mean, he just told me spectrum said, it's not up to us. It's up to Lynxus to get your Wi-Fi going on your new phone. You're going to because it's telling me it's not connected to Wi-Fi. Oh, I'm just so confused here. Um, I don't know. [silence]
11:00
Speaker 2
Right, right. I understand. Right. I mean, I understand.
11:00
Speaker 1
What? What? [silence] I hate to go through all that, but [silence] I've already got all this set up to work. I went a week and didn't have TV service because of this. And I mean [silence] I went and got a new linksys Lynxsys router and put that in. So [silence] that straightened all that out. But I went a week or more and didn't have TV service. I mean I don't have cable anyway. So that's you know complicated because I don't pay for cable just $50 a month for this spectrum internet. And now I've got the TV going, but, then [silence] now my phone won't work. Because it's saying Wi-Fi is not connected. That's just what it's telling me.
12:00
Speaker 2
and your problem Mostly the the options that we we have wait let me think yeah those are actually the options we have So devices connected to Wi-Fi reset the router or Wait let me think [silence]
12:00
Speaker 1
So, I mean, it just didn't look like D, it. So what do I do to get connected to Wi-Fi? You know, what's your suggestion? You're still saying that I'm going to have to restart the and do a new password and all that. Yeah, I actually like it. I Now, I mean, this is this is just, this is no, no, it's not. It's saying not connected. It's my new phone that's all I have other than the television. Well, um, uh, my son's, I mean, my grandson's granddaddy's here and he's got, do you have Verizon? He has Verizon phone. He, he's got
13:00
Speaker 2
Right, yeah, all right. Unless... I think that's the only option we have. Unless you can find a device that's still connected to the Wi-Fi currently, like iPhone. Is there anyone in your home that's still connected to Wi-Fi? Then the option that we have is... I understand. I'm asking if... Is there anyone in your home that's still connected to the Wi-Fi right now? Same Wi-Fi network we find to connect.
13:00
Speaker 1
world today you're saying I just have to have are you saying well I mean wouldn't he be getting Wi-Fi through my router right now since he's in my home he's come to visit so would that help he's with Verizon and he's got his phone he's got his iPhone with him. Oh, he's got an iPhone. Oh, he doesn't got an iPhone. What do you mean he got an iPhone? You don't think he's picking up Wi-Fi from my router since I have a spectrum because he's got an Android phone yeah. But that's still. But I can I can give you his phone number is there a way you can check it through his phone number.
14:00
Speaker 2
connected to the connected to the same Linksys Wi-Fi if that was sure if that was mobile data not really sure but probably not too sure uh we can check we can check oh uh Okay No we can't do that [silence]
14:00
Speaker 1
wait, wait, wait, where is Gerald? Well, I mean, you just asked me if there was any other phone. I mean, he's, he's visiting and he's, I would think he's getting internet through my you know, being that he's in my home. I would think he was being able to pick up internet through being here because of my internet service with spectrum, but I I'm I'm see, I'm confused now, Gerald. I'm I still don't know how all this works, so don't please forgive me. Um, I just don't know what to do to get my, because all I know is you, all I know is spectrum that I pay $50 too for a month for my internet told me to call you because I don't have Wi-Fi and my new phone is saying not connected. And he said I needed to call you. And then I know my network is called is named Teresa, my first name, and it's telling me to enter the password to join.
15:00
Speaker 2
We don't have like the remote access right here. [silence] I mean, [silence]
15:00
Speaker 1
Join the Wi-Fi network. So, I'm... there's got to be a way to get this taken care of because I'm not getting good phone service since I've had my new phone. It's calls are dropping all the time. Wow. Look at that. I mean, that's I have no I mean, I've had this television for at least four to five years. So, I have no idea what the muh I don't know. Well, I mean, I could Well, I mean, I could Well, I mean, I could Well, I mean, I could Well, I mean, I could [silence]
16:00
Speaker 2
What's the brand of your television and what's the model? [silence] Okay, but you know how [ silence ]. [ silence ] But you know how to navigate the settings of your television, because I can [ silence ]. Sorry to cut you, but I can try to search what to do here. This is usually not our support. We only support [ silence ] [ silence ]. Rather true truth paradays isn't and ourselves suppose. But I will try my best to help you with this. However, if we can't get this from the delegation, hmm. Yeah. Okay. [silence]
16:00
Speaker 1
Are you still there, Gerald? I'm sorry. I'm so sorry. I apologize. I really apologize. Let me see. How am I going to get to my settings? Would it be under guide? I'm going on my back arrow to... Wait a minute. Down there's a... Hold on. I think I'm going to find it. Settings and account, is that what I go to? Okay, now when I hit settings and account, it's got about your Samsung TV. Let me go to that. Here you go. All right. Hold on. About my Samsung TV Plus. Uh, recent update. It's just a... It's just showing [silence] I forget when the last update [silence]
19:00
Speaker 2
Yeah, I'm sorry, I'm trying to find a way to help you out that's okay. Go to settings? Mhm. And then look for network.
19:00
Speaker 1
Hold on, would that be under Guide Home go to What about home? Well, I did go to settings and account and it was just telling me about updates on. Um hold on. I know it's there. Let me just go to that. Thank you go to where you lose internet. Sometimes we've had to go back and I have to. and that.
20:00
Speaker 2
no, don't go to about your Samsung television. Uh, let's go to network instead. So settings, find the network option for settings, general network, and then network status. Okay. No, not under guides. Settings, look for the settings. Um,
20:00
Speaker 1
I'm really not that uh let me okay let me hit this hold on um I think right here oh connection what about connection what what uh right here my sources are Samsung TV plus or connection guide which one of those would I choose uh okay you're just wanting me to go to settings okay settings okay now it's got picture sound broadcast in general support or terms and privacy yeah it's got a it's got a wrench there okay I'm doing that now it's saying network
21:00
Speaker 2
it should be in network, I mean settings general or network or sometimes settings network connection yes correct, settings, did you say you have the general option okay/ select general now, can you find the network
21:00
Speaker 1
Uh huh. Yeah. Uh huh. Yeah? Uh huh. Um, yeah, network status, yes. Now, now, and it's got down there. It's got your TV is connected to the internet, okay? And then down at the bottom it says disconnect, IP settings, retry, or close. No, it just says your TV is connected to the internet. That's the network status and then it's down at the very bottom, it's just got disconnect, IP settings, retry or close. Oh, you mean. Okay. Okay. All right. Okay. Um, IP setting, it says uh, IP setting obtain automatically or DNS setting obtain automatically. And at the bottom it says okay or.
22:00
Speaker 2
Yeah, network, uh-huh. and network status, I mean, what what what are other options you have there? Okay, and what do you see? I don't have managed networks. Select IP settings. What is the gateway IP address?
22:00
Speaker 1
Cancel. That's all that's on the IP settings. Um well, it's not let up. It's not let. No, I don't have gateway. It's it's in light gray. So all I have is IP setting or DNS setting. Okay. Okay. Now it's saying, so you may obtain automatically. I'm going to hit that and see what happens. Under IP settings, I'm trying to hit that obtain automatically. Then let me go down. Okay, cuz I am on network status right now. Yes, sir. Thank you.
23:00
Speaker 2
You have the gateway IP address. Yeah, IP settings, select IP settings. [silence] Hold on. Give me a minute or three. I'll be right back. I just need to find a way how to help you out with this, okay? [silence] Yeah I'm still here. I'm still trying to find a way how you... how I can help with this? Okay, how about that? Okay. So, just give me more time because again, we're not -- that's our support, but I'm trying to help still. Okay? Uh, give me time. Thank you.
23:00
Speaker 1
The water time's okay. Here. Okay. No, not the eyes. Okay, now, but the eyes, it is still. Yes, I'm here. Thank you for being patient. Yeah, thank you. Can I know you're messing me up? Well, I got you, Mike. Uh, yeah, okay, let me get back over there. I was getting him some tea. I'm sorry, Gerald. Um, so you need me to go over there and do what to my television? Oh, I didn't see anything like that. But let me say, remind me to not let those fish sticks get, you know, soaked in Okay. Let me go back. I'm gonna go back to settings. No, I'm gonna have to get off it just a minute. Now, I'm, um,
33:00
Speaker 2
- Hello? -Uhn. - Yeah, thank you so much for patiently waiting on the line. So going back to your um, Samsung- So going back to the Samsung television, does it have like a search engine? So you can type something. Okay. [silence] Go to settings and find if you can see the uh search engine or I mean, yeah.
33:00
Speaker 1
[KEEP_UNCERTAIN] How am I gonna get to settings here? Hold on. Apps, uh search through settings. Okay. I'm back on settings again. Then it's again, you know, what I said? It's got pictures, sound, broadcasting, general, support, terms and privacy. So do I go to general? Uh not not not, not under settings. There's, I mean, it's just, hold on. Let me go back again. Hold on. Um, oh we need to search. Oh, the hourglass. Oh, just go to search on my television. Okay. Uh. Cue, can it be lowercase? Brand new around.
34:00
Speaker 2
[KEEP_UNCERTAIN] I look for the search engine where we can search something. Can you see that there or not? not showing there? Where do you find that search engine because we need to search something. Yeah. Yeah, search and then uh search for qr codes. Yeah, it can be lowercase Q.
34:00
Speaker 1
You I'm tapped it in the you know, the Keyboard. You know what I mean? Q R and then and then do space space. Okay. Let me go down. Hold on. Let me go to space. You are space and then go back and type in code. Okay, here's Okay. And then go back. You know how these keyboards are, it's way over there. Let me get You have to be it's real sensitive and then there's the E. I put in QR code and then and then go over to the checkmark. Done. You know what I mean? Done. Okay.
35:00
Speaker 2
Here's the transcription of the right channel: uh, our, code. Yes, Space code.
35:00
Speaker 1
No search results found. I figured that's what would happen. Yeah, when you told me to do what I did, um, but now I'm gonna go out of here. Let me go back to, um, again, I'm at the search, there's source, there's settings, notifications, pretty much, you know, that's what it's, it's got that, it looks like a, you know, like a thing to think of what the, the settings, you know, the settings has a thing like it would be a, a motor, you know, like a part of a, anyway, that's either settings, or we've got source, or we've got the hourglass, or we've got apps. So which one do you want me to look under? Noah. Noah. Yeah, Okay, we'll do that. Settings.
36:00
Speaker 2
know search yourself
36:00
Speaker 1
OK. And then picture sound. We don't want that. rocket. Noah. Shh. Don't do that. Bear like that. Don't tie him up. Okay. Wireless or wired? Here, how do you connect to the internet. And it's always wireless. No, go back. I'm going to go back. Now what about network status?
37:00
Speaker 2
Look for a network. Yes. Uh-huh. Can you see 'manage network'? Can we try that? Maybe that'll, maybe it will help. Oh no. I, no that, uh, it's okay. I think you're trying to connect to Wi-Fi. But that's not what we want. Um,
37:00
Speaker 1
[silence] would that be something? Now I'm back up to where it's showing them, you know, the machine, your instrument, where it shows the, if you've got internet or not, it's got the little bars. If you turn that up, I'm going to get that is, uh something that was very special. No. Do not do that. Your turn. Tony, don't be rough with him. I got that at Isaac's graduation. Okay. Um, it's got disconnect, IP settings, retry or close. Obbling. You and it says you are connected to the internet. If you have any problems using online services, please contact the internet service provider, which would be you or ma'am. But right now it's just got your TV is connected to the internet and it's got Teresa which is the name of my network. Do I need to go out of this? I'll close that then. Okay, now I'm back to well now I'm back.
38:00
Speaker 2
I guess, uh, with this. Yeah, you can get out of that. I guess we, we have no other option but to reset the battery.
38:00
Speaker 1
you know, we went to general, and you told me to select network, and that's where I am, network. And it's got network status, open network settings, reset network, or expert settings. So I don't know. Okay. Call Marty and tell her I'm on with uh trying to get an internet. She's calling. Um sorry, I've got my daughter calling in to check on her son, but uh her wild son. But, um, so you're saying that right now there's not anything we can do? Well, what time do y'all close? [ silence ]
39:00
Speaker 2
Right. I mean, yeah, let's just do the reset because we're not getting anywhere with this. So we can get this one done. Um, I hope you'll add the settings, but you'll need to connect the devices back to the Wi-Fi like the television. Connect that back to the Wi-Fi so we can get that password and Yeah, do you have other than to reset the router and start from scratch? Um, I just, um, I hope that, um, you, um call a tech, um, to fix this personally,
39:00
Speaker 1
No, no I don't have anybody that I I'm gonna can't do that. Can't do that because I don't know anybody that's got one. Um well Um is there any way that you could call me back On my phone? Um but just listen. Is there any way Um that I could that you could call me back say at um five o'clock. There's just not any way that I could put in you could call me back and try me at that number and then when he's not here because I mean I don't I it needs to be quiet. I'm I'm I'm you know it's already difficult enough that I don't have any connection. You know but I know I'm I'm not I don't have uh whatever. I just don't have it.
40:00
Speaker 2
open up till 11 PM Eastern time or if you can borrow a computer, that can be wired directly to the router. I'm sorry to catch up. But if you can again borrow a computer that can be wired to the router, beginning with your good password. Okay. [silence]
40:00
Speaker 1
And uh, but I mean, so we or, you know, then if I had to start all over, Gerald, with somebody else, I mean, it would be better if I could talk to you. But I know there's probably no way to do that. Uh, uh-huh. Is that right? Uh, uh-huh. Yeah? Okay. Right now, it's 220 Central time. It's Yes, what time is it where you are? What? Yeah. Yeah. You're saying it's 2:00 a.m. in the morning where you are? Oh gracious. Oh gracious. Um, of course, you're not in the United States. Are you? Yeah. Yeah. Okay, well, um, so, yeah, well, today
41:00
Speaker 2
[KEEP_UNCERTAIN] I will try to call back if I'm not engaged in a call during that time. Also, is it Eastern or what time? Pacific. Central time. Currently it's 3:00 AM. Yeah, let me check. Let me check. One second. Yes, meaning 3:00 AM. Yeah, correct. Oh, a 5:00 clerk. I'm sorry sorry.
41:00
Speaker 1
30 2 3 30 4 30. you couldn't call me in two hours? That's what you say. Okay. can I have Okay, so you can give me a ticket number right now? I'm ready. I've got my pen. Uh huh. So the L is in wait a minute now. Ell is in Lyn T is in Teresa. S is in Sam. Uh huh. 136577. Okay. And so that? And that way I won't have to repeat all this. Okay. They'll understand. You'll have some notes in there. Well, I, I just, I wish I could talk to you, Um, because I, I just really don't understand why that this phone is, um, cuz it like I said, under settings, when I go to, um, Wi-Fi, it's just saying not connected. And but I know my network is Teresa and that's how I'm getting my phone channels. I mean, my TV channels today. I just don't know, um, at some point when we put in this new router with Linskis, uh, months ago, I, I really thought that the password that I wrote down that it's asking me for, but I knew it and it's just not accepting it. It's saying that's not the one. While you're on there, let me try this one more time. M, M, I, E. I'm Noni. That's my name for grandmother, you know, um, number, and I have four grandchildren, so I've got four. They're all little. And then my dollar son. Let me just try that one more time. Enter the password to join the Wi-Fi network. And that's the one I thought that I, you know, made. But I know it's gonna say, no, not. Yep. Incorrect password for Teresa. Okay, let me try one more thing. Because I remember when Jason put my Linsky's new router in, I put in, I'm gonna try D wide, which is, you know, one that I broke up with. And then I'm gonna put in little T R E S A. and we'll see what happens here. I don't think I tried the lower case T. Nope, nope. Yeah. I don't know. I mean, I just have that, I just have that on my phone, but where would I find that? [silence] [silence]
42:00
Speaker 2
Oh, actually, how about this? I mean, I can call that. Now, how about we try this? Does your television have Google Chrome? Can you check? [silence] Can I can't, or? [silence]
44:00
Speaker 1
Well, I mean, what about under my, what about under guide or would it be under settings and account? Would it be under guide? If I have Google? Well, hold on just a minute. I saw that. Hold on a minute. Don't go anywhere yet. Let me just try that last thing that you're talking about. Uh, I think I might be able to find that. Can I look under apps? Uh-huh, uh-huh. That's what I'm trying. Um, it's just got gallery, um, San Sam promotion. Um. [silence] [silence] Uh-huh, uh-huh. [silence] Yeah. Uh-huh, uh-huh. Um, [silence] Get and download, get and [silence] download, that's. Bye. Bye. [silence] you'll find the update there. Um, okay. Okay. Take care. Bye. Bye. [silence] [silence]
45:00
Speaker 2
Oh, that's OK, if you don't know how to navigate that. I also don't know. So I'm just asking. But, uh, that's fine. Mm-hmm. No, it's not. It's a it's an application. Mm-hmm. Mm-hmm. Usually in the home screen. You can find it in the home screen. Yeah, apps. Yep. Browser. It's a browser. You can try maybe. That won't work. Yeah. Oh, I'm sorry. Yeah. Yes, a space Google and a space Chrome.
45:00
Speaker 1
Because it'll send you out of there real fast if you don't put the letters in right, and then you'll have to start all over again. I've had to do it too many times. E, where's the E? Eh. It's like on my phone. Wait, this is not the crappiest. Apparently, it is some. What? You have a picture? Well, Gerald, I don't even. Like, Iheup its not even showing me an e. I'm looking for the letter e and it's what is this not have oh there it is okay it's up with the numbers sorry there it is it was up there with all the numbers in that it was in the four spot okay now google chrome and let me go over here to dun oh don't lose this don't lose this done what now i'm at google chrome no search, no results found, so it doesn't have it on here. I guess that would be something I'd have to have it added to it. nope. Okay, well we've tried everything haven't we? Um, I just don't understand. I didn't want to have to start all over. I didn't want to have, so there's not any way that we can do anything else to get my, to get this password. Don't worry, just going to have to reset the um router. So, so, so just uh, so I, the number again is 1-800-326-7114. Just call back Lunkis. Lunks, I I I never say that right. Uh, after he leaves at 4:30 to 5:00, and I can just call this number back and
49:00
Speaker 2
okay unfortunately that tell way right now. resetting it and reconfigure the settings unfortunately this decade We need to reset it and
50:00
Speaker 1
There'll be someone to answer. And, and when I call them back, just tell them that I don't have, um, Wi-Fi connection. Just tell them that I don't have Wi-Fi connection on my new phone. You could take off. Okay. Because I, I just don't know anything else to do. I don't. I just know it's been like this. No, I don't know how to work. Yeah, yeah, I've got that LT. Make sure I got this right. LS 001 three six five seven seven. Okay. Well, you have a uh good rest of the um your work shift and that and I'll just we're going to just try to keep working on this and figure it out. No, I didn't say anything. [silence]
51:00
Speaker 2
Yeah, uh, for sure. Oh, no, you, you got it on your new phone, yes, correct? Or you can just provide the, I'm sorry, you can you can just provide a ticket number. That way you don't need to explain yourself or you can let help you, but I documentation everything. Incorrect. That's right. Thank you so much for your patience and understanding with this one. And I'm sorry. What was that?
51:00
Speaker 1
for you don't you know thank you buh-bye
52:00
Speaker 2
Okay. Well, yeah, take care and have a good one. Thank you. Bye-bye.
52:00