V2 Rubric Detail — 4883350e-80a5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 23:31
Duration
72m 19s
Contact
603-498-1709
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00137373
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 7 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.38/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall91.7% (+35.7)

V2 Grader Summary

The agent successfully resolved the customer’s connectivity issue by diagnosing a failed WAN connection, accessing the router UI, and performing a 5-press reset—resulting in confirmed internet access. While the explanation of 6 GHz band was technically flawed, the core resolution path was correct, and the interaction demonstrated strong ownership, communication, and empathy. No escalation was needed or warranted.

V1 Case Analysis

Customer reported solid red LED on MR2200 with no internet after move and factory reset. Agent performed factory reset, accessed router via myrouter.local, verified WAN status, confirmed internet connectivity, and assisted with 2.4 GHz Wi-Fi configuration. Internet restored; case closed with number LBS00137373.

Troubleshooting Steps
  • Verified physical cabling (modem → switch → router WAN port).
  • Performed factory reset of the MR2200.
  • Guided customer to access the router UI via http://myrouter.local.
  • Checked Internet > IPv4 settings and confirmed the router obtained a valid IP address.
  • Verified internet connectivity with green check marks in the router UI.
  • Assisted with Wi-Fi band configuration to enable 2.4 GHz network.
Key Observations
  • Agent misidentified the customer’s model as ‘MR A300’ and never corrected it despite the customer stating ‘92200’ at timestamp 07:07.
  • Agent provided an incorrect URL (http://myroutes.ru/) at timestamp 00:46, causing confusion and potential security risk.
  • Agent suggested a 5-press reset at timestamp 00:58, which is not supported on the MR2200 per KB article universal_5press_models.md.
  • Agent failed to collect serial number or confirm warranty status, violating protocol.
  • Troubleshooting flow was inefficient, with long pauses, unclear instructions, and redundant steps reducing call efficiency.
Positive Highlights
  • Agent successfully guided the customer to restore internet connectivity after factory reset.
  • Correctly used myrouter.local to access the router UI after correcting the earlier URL mistake.
  • Verified WAN status and confirmed internet connectivity with green check marks.
  • Assisted the customer in configuring Wi-Fi bands for 2.4 GHz compatibility as requested.
  • Provided a case number for follow-up reference.
Agent Errors / Gaps
  • Incorrect model identification (referred to MR2200 as ‘MR A300’).
  • Provided wrong URL (http://myroutes.ru/) instead of myrouter.local, causing confusion and potential security risk.
  • Suggested 5-press reset on MR2200, which is not a supported procedure for this model.
  • Failed to collect serial number or confirm warranty status, violating protocol.
  • Inefficient troubleshooting flow with excessive hold time and unclear guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working ('Yes, the Internet is working now') and agent verifies two green check marks in status; case closed with resolution and case number provided.
R2 Met Diagnostic thoroughness conf 95%
Agent verified physical connections, checked IP configuration, accessed router UI, reviewed status/logs, and performed 5-press reset—logical, progressive troubleshooting aligned with symptoms.
R3 Partially Met Correct resolution path conf 85%
Agent resolved connectivity but did not recommend bridge/AP mode despite customer using Orbi as main router—missed optimal topology guidance, though resolution was functionally acceptable.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid red LED, confirmed network layout, isolated issue to WAN connectivity, and used IP and status checks to verify root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used web UI (myrouter.local), status report, and 5-press reset—correct tools for diagnosing WAN and firmware behavior on MR8300.
T3 Partially Met No misinformation conf 80%
Most guidance accurate, but agent incorrectly conflated 5 GHz and 6 GHz bands ('the other 5 gigahertz, which is 2. That's 6 gigahertz')—technically inaccurate per MR8300 specs (tri-band: 2.4, 5, 6 GHz).
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout long pauses, clearly directed next steps, and managed transitions (e.g., from IP check to UI access) without losing focus.
C2 Met Confirmed understanding conf 90%
Agent adapted language ('try Chrome', 'type in myrouter.local'), repeated instructions, and confirmed understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through on resolution and documentation.
O2 Met Proactive follow-through conf 95%
Agent provided clear outcome (internet working), issued a case number, and confirmed resolution before closing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; first contact confirmed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly expressed patience ('no worries, sir'), apologized for delays, and thanked customer multiple times despite long troubleshooting.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, repeated steps when needed, and adjusted approach when customer struggled with device access.
X3 Met Overall experience conf 90%
Agent used available laptop to avoid unnecessary steps, avoided re-asking known info, and minimized customer effort despite hardware limitations.
Call Transcript103 turns · 118 lines
Speaker 2
[silence] 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. Thank you for calling Linksys. This is Abby. How can I help you? All right. So could I have the model number and the serial number of that device? Please just try to look underneath it. All right, so you have an MR A300, right? Okay. Sure, can I have your name? And can I also have your email address? Okay, so let me verify that email. That's Stefan, your first name, a S-T-E-H-An Smith, So Stevan S-M-G-M-I-T-H, 9533 at gmail.com.
00:00
Speaker 1
yes. [silence] Uh Tmobile fiber. Um [silence] I I just reset it to start over and I have a solid red light. I need help setting it up. [silence] Yes, I do have a solid red light. [silence] Yes, I do. Hold on, I'll go to it. Okay, I'm there. All right. Yes, I do. My internet is working. Um and uh I'm just trying to get. [silence] No, what I'm doing is I'm coming off of the T-Mobile router, which is set up in bridge mode. And, I have an ethernet wire going to a switch. And, then from the switch, I have an ethernet cable going from the switch into the,
03:00
Speaker 2
Okay. All right. So let me verify the connection first. You have the T-mobile box connected to the internet port of this linksys router. Correct? Is it connected to the yellow slot that the one that says internet?
05:00
Speaker 1
the Ethernet port on the, uh, on your router. No, let me try again. I have a T-Mobile fiber modem. And that modem is set into bridge mode, which means from the Ethernet port, port on the T-Mobile phone modem. I have it going from the Ethernet port on the T-Mobile into a 2.5 gig switch. And from the switch,
06:00
Speaker 2
So, you've connected the switch to one of the ethernet ports of the linksys router? Yes. [silence]
06:00
Speaker 1
I have an Ethernet cable going from the switch into the Ethernet port on your 2200. No, I used it... in my old house in a different state, I've reset it to factory reset. I have a solid red light, and I'm seeking your help setting it up. I don't remember, ma'am. It was it was eight months ago in another state. The modem was the router was working fine. I packed it up. I've moved to Florida. I've reset it to factory reset, and now I need your help setting it up. I I I do, but I don't need to mess with the T-Mobile router at all. I have multiple Ethernet [silence]
07:00
Speaker 2
Okay, so since you mentioned that the modem is set to bridge, your AT&T is set to bridge. Do you have a username and password from your internet provider? They?
08:00
Speaker 1
Oh. Okay, hold on.
09:00
Speaker 2
okay. okay so you have devices connected to the switch. you're able to go online um from there right? can we go to that computer sir? because i need to verify the ip address.
09:00
Speaker 1
I'm sitting up on the other computer. It'll take me a minute. Okay, I just turned it on. It'll be a minute. Do you have my phone number? Great. Thank you. If we get disconnected, just call me back. Thank you. It'll take two minutes for this IMAC to start up. Yeah.
11:00
Speaker 2
Okay. Yes, I have your phone number here, 603-498- 1709. Is that a good call back number? Okay. All right, no worries. Okay.
12:00
Speaker 1
Are you allowed to call me back? Okay, but and okay. Uh, this might take three or four minutes. It's an old Mac. I have it connected to my, uh, to my ethernet cable, but it could...
13:00
Speaker 2
If ever the call gets disconnected, sir, I would be able to call you back, but if you're requesting for callback, that's still okay.
13:00
Speaker 1
it'll be three or four minutes. If you want to call me back in five, it's up to you, whatever you want. OK. Thank you. (no audio) OK. it's booted up. I'm going to the internet now. Safari Still spinning wheel. Safari still spinning whale? What is that you're going to have me do go to 192 dot. 168. Okay. I'm sorry. I'm sorry, the spinning beach ball and the Mac is still spinning. It may last a while. I don't know. What time do you close? Hmm. Okay. Sorry to make you wait. Okay. I'm sorry to make you wait.
14:00
Speaker 2
No, sir. Since we're connected to the switch, what we're going to do is we're going to check the IP address of that device. So check first if the internet is working. Mhm. uh 11 p.m. Eastern Standard time. No, no, you don't have to say sorry, sir, sir. This happens a lot.
17:00
Speaker 1
God. force quit. Yeah, Safari crashed. Hold on. Force quit. Force quit Safari. Now try and launch it again. ignore. Now, Safari's crashing. Let me try Chrome. Hold on.
18:00
Speaker 2
Yeah, if you have other browsers that would be great. Just use Chrome and try to check first if you're able to open any website.
19:00
Speaker 1
Hello... [silence] Oh, man. [silence] USBC to Ethernet. [silence] They ether that okay, let me. I'm sorry. I'm trying to get the laptop close enough to the ethernet cable. I'm almost there.
20:00
Speaker 2
Just let me know, sir, if the laptop is ready. So just try to plug it in. yeah, just let me know if your laptop, if the other computer is ready. Check if the internet works. Okay.
25:00
Speaker 1
Yes, I have Ethernet now and I have internet working in Chrome. No, it's Apple.
26:00
Speaker 2
Okay, so you have Internet on the laptop you're using Chrome. All right. Sir, let me just check the IP address of that laptop. Is your laptop running on the Windows operating system? It's also Apple. Can we click on the Apple icon? [silence] All right. So in here, we're going to select system preference here. After you click it. All right. And then from here we're going to see the tab for network, right? At no success. All right, so, uh, what we need to do is, do you, how, how are you connected with the internet? I mean, are you, is this laptop connected? Are you wired or on wireless? [silence] Okay, so you're connected to your neighborhood Wi-Fi. All right, can we open the Wi-Fi icon? You should see it on top near the Apple icon, a Wi-Fi icon on the upper right corner of your laptop. Can you see it there, yeah? All right. Try to click on that, all right, there should be info and then go to advance, that's what we need the IP address from. So click on advanced and then just copy and paste the IP address, four digit numbers, four group of four digit numbers separated by period on the public chat, alright?[silence] so then, um once I have all the details from the laptop, good. And then can we also check in your router so that you can log in, you can log in to your router. So, usually what we need is this: the default gateway because on the laptop. If you find the default gateway. It is under the category ADPER. All right. [silence]And where it says output or in route.
26:00
Speaker 1
System settings. Go ahead now. What? I'm sorry. Oh yeah, hold on. Network, Wi-Fi connected. Thunderbolt bridge. No I don't. I don't see it. Under network I have Wi-Fi connected, firewall and other services.
27:00
Speaker 2
click on top and go to system preferences yes system settings do you see network Network do you have network option do you see Ethernet because it seems that laptop okay yeah the reason uh-huh okay so it says Wi-Fi connected so where is it connected to which networks
27:00
Speaker 1
hold on hold on that's control click [silence] make service inactive delete service duplicate service hold on [silence] orbie 27 to my Wi-Fi network no it's coming out of the [silence]
28:00
Speaker 2
can we right click on it and uh, if you double click on Wi-Fi, where is it connected to which network, sir? is that the the one from T mobile or it's link sys?
28:00
Speaker 1
T-Mobile uh which is in bridge mode hold on just a minute I will go tell you exactly so I have been T-Mobile coming out of the T-Mobile into the orbi which is I believe one of your products. ORBI Yes I'm coming
29:00
Speaker 2
orbi. I think that is a router. So you also have a
29:00
Speaker 1
Yes, I haven't. Okay. Um, so I'm coming out of the T-Mobile and going into the back of the Orbi and then I have another ethernet cable going to the switch. [silence]
30:00
Speaker 2
Orbi is actually from Netgear. NYX is not from from Linksys. Okay. All right. So let me verify your your cable connection there. So just just to make sure if I if I if I get your your complete um network uh setup there. So you have a T-Mobile modem?
30:00
Speaker 1
Yes. [silence] I'm sorry. Yes. It goes from the T-Mobile modem to the Orbi wi-fi unit. And from the Orbi, it goes into my switch. And then [silence]
31:00
Speaker 2
which is, which was set to bridge okay and that modem is connected to your orrby router so you have a different uh a third-party router which is an rra router and the orrebi network um which is, which uh which is your laptop is connected to right now okay that that's the network name of the orrby router right that is the the network that you set up for the orbi router it is orbi network to the switch
31:00
Speaker 1
I have an Ethernet cable in my bedroom now connected to my laptop. Yes, let me just confirm. Will that help you? Hold on just a sec. I'm back at the laptop now. Entering the password.
32:00
Speaker 2
Okay, so your laptop right now is wirelessly connected to the Orbi network, and that is through the Orbi router and you are able to go online that way, correct? [silence] Okay, so, since it's connected to Orbi networks, do you see a details option? Do you see an IP address under Orbi network?
32:00
Speaker 1
So, Orby two is connected. to the Orby Wi-Fi. Click on details. Yes, I do have an IP address. Yes, it's ten dot one, six, eight dot one, six, eight dot 116. And the router, the router is 10.1. six, eight, one, six, eight, dot one.
33:00
Speaker 2
your right it is what is the IP address yes can you give it to me please And what about the router? Okay thank you for your information sir so now what we're going to do next is we will be connecting this Linksys router so since you mentioned that the Switch
33:00
Speaker 1
[silence] Okay, hold on. Let me go back there. [silence] [silence] Okay. So now I have the [silence] Linksys [silence] 2200. [silence] I have a patch cable from the switch going directly into the internet port on the Linksys. [silence] Hold on. Yes, it is on the yellow port. [silence]
34:00
Speaker 2
you have a cable connected from the switch to the links. Um, just connect that cable from the switch to the internet port at the back of your links. So, [silence] Mhm. Yes, and that is to the yellow port. Okay? So there's only one If you, [silence] Okay. So that is now connected to the, [silence]
34:00
Speaker 1
Yes and it went from flashing red to solid red which is what the instruction said would happen. [ silence ] Yeah. Yeah, I've done that already it's on the phone I'm talking to you on. Do you want me to go to a computer now?
35:00
Speaker 2
the yellow port. Now, we will reset this Linksys, you mentioned that you, you've already pressed the reset button at the back of this Linksys, right? Can you please try to look at the bottom of this Linksys device? Is that possible? Yes. Can we take a picture of the settings underneath the router? You would be able to see there a sticker with the Wi-Fi details like the Wi-Fi name and the password as well as the recovery key. Okay, so you. Okay, yes, can we go to your laptop? We'll just use your laptop since your iMac is running, uh, uh, slow. So, yeah, just to go to the laptop.
35:00
Speaker 1
Hold on. Okay, under Wi-Fi, no network, is only Orbi 27, which is the wireless network. [silence]
36:00
Speaker 2
do you not see Linksys 17266 there? [silence] okay so you don't see Linksys there? [silence] it ends with 17250 and the last zero is an "o". [silence] yep that's seven two five zero right there. [silence] okay so it's under [silence] under that Wi-Fi? [silence] okay.
36:00
Speaker 1
I don't. Let me go to other networks. [silence] yep, it says linksys set up A4. Yes. Like I said, linksys set up A4. What should I put in for a password? [silence] Oh, the one on the bottom. Hold on. Let me go to my photos.
37:00
Speaker 2
my default that should show up. Okay, so you see there, a Linksys set up. All right, please. All right, can we select that network name, sir, and connect to it? That's the password underneath the router. Yes, that is correct. [silence]
37:00
Speaker 1
Nine, you are three. Nine, you are three. Why are? Why are? I. 1 10. join. Okay. It says connected. Yeah, hold on. Let me adjust the volume. Okay. What do you want to do? Hello?
38:00
Speaker 2
It says connected. Okay. Now, let me can we check the IP address first on that laptop.
39:00
Speaker 1
IP address is 192.168.1.162. And the router IP is 192.168.1.1. Yeah, I'll click okay. Yeah.
40:00
Speaker 2
[silence] Okay. That's very good. So actually this computer is now getting a valid I address from the Linksys. Can you please check if you're able to go online? [silence] So try to open up Google Chrome and check if you can [silence] search for some sites.
40:00
Speaker 1
The, yeah, I not now, hold on, hold on, I wanna be sure, it's not from cash, hold on, Yeah, I'm in, it is working, this site can't be reached, hold on, please, Let me try going to a bookmark.
41:00
Speaker 2
Yes, you are. Okay. Okay, good. So, would you like to change the name, sir? Yes, just try to open other sites. Okay, so that is online wirelessly. Now, would you like to personalize your?
41:00
Speaker 1
That can't be reached. Refused to connect. Yeah, hold on. I have to go to the other room. I really appreciate your patience. [silence] Solid red on the top of it. Solid red. Yeah. Hold on.
43:00
Speaker 2
site can't be reached. Can you check the lights on the on the Linksys router? Is it red? No worry. No worries, sir. It's solid red. Okay. All right. Can we go back to the laptop, sir? Yeah. What we're gonna do is we can access the router setting. [silence]
43:00
Speaker 1
Sure. okay so do you want me to go to 192 hold on file new window 192.168.1.1 log in admin admin.
44:00
Speaker 2
Okay. Um, I need to check whether the Linksys here has to route its centimeters getting a an I Address from coming from your ORB router. Uh, yeah, right now it's it's connected to a switch, though, but uh, the switch is just a pass through. So, um, yeah, I'm just gonna verify that. Yes. 1 92 point one 68 point one point one, sir. That is correct. [silence]
44:00
Speaker 1
No I'm, I'm not connected. I don't know why the ethernet Jack isn't showing ethernet. I'm gonna unplug it. And now Wi-Fi. The Wi-Fi that's connected to is Lynx's setup A44. But it's not set up yet, so of course we won't get internet. It still has a solid red light.
45:00
Speaker 2
Yes, that should be connected to links to set up a four four, sir. Yeah, that's why we need to... Yes, that's why we need to access the router settings, k? To check where
45:00
Speaker 1
Tell me again slowly what to type. http://myroutes.ru/
46:00
Speaker 2
it's the, uh, the problem, okay? We need to, uh, um, check on the internet settings there. [silence] So, on the, uh, when you open up Google Chrome, on the address bar, type in http:// Let's try my router.local, okay? [silence] Okay, it's HTTP: my router. ["local"] Then, press enter. Okay, uh, sir, make sure that you type that on the address bar, not on the search. It should be right on the very top.
46:00
Speaker 1
colon, forward, forward, slash, what's the, rest, uh, uh, slash, platform.uhm.local, Your connection is not private, . Advance
48:00
Speaker 2
My router dot local. Okay, just go to advanced. And then if you see there continue or proceed, just click on it, sir.
48:00
Speaker 1
the server could not prove the security proceed to my router local unsafe [silence] download the link sys app yes click on what okay [silence] one moment
49:00
Speaker 2
yes. Yes, sir. That's fine. Proceed. alright, so do you see their pictures of two phones and we click on it sir click on the picture
49:00
Speaker 1
Not secure. Oh, something's happening. Waiting with spinning dots. Hey, we're into the control panel. Yes, access router. A-D-M-I-N. And sign-in. Waiting. Okay, smart WI FI tools, device list. [silence]
50:00
Speaker 2
okay so we're on the Linksys page now or is it okay so it says access router can we type in admin A D M I N all lowercase yes sign in [silence]
50:00
Speaker 1
I remember this. I remember this layout. So what do we want to do now? I'm sorry. Say that again. Hold on just a minute. Let me close out some popups. That are getting in the way. Okay. Where do you want me to go?
51:00
Speaker 2
Okay, good. All right, please look for C-A down at the bottom right beside privacy policy. It's on blue text. It says C-A. [silence] All right, click on C-A down at the bottom right, sir. Do you see the air end user license agreement
51:00
Speaker 1
Hold on. Privacy statement, third party, oocala privacy policy, end user agreement, where do you want me to go? Oh yes, yes I do, I'm sorry, yes. Click on CA. Okay, I've got to take this laptop somewhere where I can sit. Hold on just a minute, please.
52:00
Speaker 2
Try to scroll down. Scroll down from that page you should be able to see those options. beside privacy policy. Okay. So you don't see the uh California Privacy Policy? You don't see there the option?
52:00
Speaker 1
I can't stand anymore. Okay, I'm ready to have you guide me. Okay.
53:00
Speaker 2
Oh yes, yes, please. Yes. I'm sorry. Okay, so after you click see A sir, kindly go to troubleshooting, okay.
53:00
Speaker 1
i'm looking for troubleshooting. Oh, yes, oh, yes. Click, spinning dots. All right, status, diagnosis, logs. Okay. The first what? I'm sorry, the first what?
54:00
Speaker 2
It's on the left panel. It's on the left side. [silence] Yes. [silence] Okay. [silence] Under status, do you see devices and then report? Please click on report. [silence] Okay. [silence] Report and tell me what is the firmware version? [silence] Uh tell me what is the firmware? [silence] Firmware version. [silence]
54:00
Speaker 1
Oh, 1.1.10.210.186. I'm there. I'm an 86. Yes, yes. Internet, then the last column is one G BPS and it has an X in it [silence]
55:00
Speaker 2
Ports. Okay, so there's an X under Internet. It should be under one one gbps. Do you see XART there? So there's an X, okay. All right, now please scroll up.
55:00
Speaker 1
Okay. Yeah. I don't see that. Hold on. internet connection IPv4 automatic configuration DHCP. Yes. Yeah. 10.168.168.11. Yes. [silence] Yeah. Are you material?
56:00
Speaker 2
scroll up, back to the top, now look for internet connection, IPV4. All right, internet connection IPv4. What is your connection type? Yes, what's the connection type? And do you see internet address below that? Okay, 0.0.0.0. Well, it actually has
56:00
Speaker 1
Okay. done. Go to where? parental controls. Oh, go to the physical router. Hold on.
57:00
Speaker 2
to an internet address. Okay, um, let's just uh press okay from that page. Okay. Now, um, can we go to your uh, to the parent node, sir? Okay, let's just go to your parent node. to your parent node. Kindly check the light. Uh no no no, sorry. Can we go to your Linksys router? To the Linksys router. Yes.
57:00
Speaker 1
Okay, I'm there. Solid red on the top. Dad, hear me out. Okay, hold on. Okay, hold on. Okay, hold on. [silence]
58:00
Speaker 2
All right, can you check the lights again on the front? All right, now, OK, can we, uh, do a five press to perform the five press for Smith? Uh, press the reset button five times at the back. OK? Oh, do you need a paper clip for that? You just need to hold it. Five times, just press it five times. Do not press and hold it, but just press one. Press it once five times. No it's not. Okay. So we'll wait for it to turn solid again
58:00
Speaker 1
don't know if it's green or blue but it's very faint if would say it's and will probably the right yes yeah hold
60:00
Speaker 2
It's still flashing. Okay, but it stays solid blue or green, right? All right, it's not red anymore. Can we go back to the laptop? the laptop? [silence]
60:00
Speaker 1
Um. Okay. Router not found. You are not connected to your router. No, I'm on Orbi. You want me to go back to Lynx's setup?
61:00
Speaker 2
Okay, and now can we? All right, can we go back? Okay, it says All right, can we check first on your wi-fl if you're connected to the links to set up A44? Yes, please switch to link
61:00
Speaker 1
Now it's highlighted. And I'm on it. And now I'm back at the lynx-this control panel. [silence] Yes. [silence] No, I [silence] Linksys Smart Wi-Fi tools, device list, guest, parental, priority, speed check, external. [silence] [silence] my-router.local 1.0.99.210168.
62:00
Speaker 2
Yes, linksys set up, a44. Okay, so we're back to the linksys. And are you still under troubleshooting? Report or Okay. Can we go back to troubleshooting and go to report. Check if you still have the internet address there, sir.
62:00
Speaker 1
Sorry. I'm… dinosaur. Dynamic home causes… scroll down. [silence] I'm sorry. I'm… Let me get rid of the Wi-Fi list. So my screen now is network status connected then I have Linksys home networking, Wi-Fi settings, device list, local to guest access is off, parental controls are off.
63:00
Speaker 2
sorry. yeah, that is, that's the firmware version, but if you scroll down, okay, do you see the internet address? Is it still there? Below the automatic, below the automatic configuration, sir, DHCP, do you still have the numbers? ok. [silence] ok
63:00
Speaker 1
I see two green check marks. Sure. Chrome. We've got to delo competition. File. New window. Web store. [silence]
64:00
Speaker 2
Okay, so you see their network status, right? Does it have a check on both this device, router and Internet? Do you still, do you see a green check in between? Okay, you see two green check marks. Okay, that means, sir, the Internet is now active. So can you please try to open up a new window and check if you're able to open any websites? Yeah, you should be able to do that.
64:00
Speaker 1
Yes, Photoshop, let me try some stuff. Yes, the Internet is working now. Yes, and I also, the only reason I'm doing this is I need a 2.4.
65:00
Speaker 2
"The internet is working now. Very good. So actually now, sir, the linksys router is already configured. Okay. Um, it's now communicating with your or be router. Okay. With your main router. And, um, would you like to personalize the name or you want to leave it as, uh, link?"
65:00
Speaker 1
access from my security system. So how do I tell what speed this is? Let me check. Yes, I'm there.
66:00
Speaker 2
out for your security system, okay. Well, you can run a speed test, sir, but uh, yeah. Since you wanted to actually make sure that your security devices are connected to 2.4, this is uh this MR 8300 is I think this is tri-band, uh hold on. Let me just check. Yeah, it's tri-band. So, we need to separate the networks um, Sir Steph, sir. So, can we go back to the links to Linksys Smart Wi-Fi tools? Do you still have that open? Okay, go back there and go to Wi-Fi settings. Just below troubleshooting, there's Wi-Fi settings.
66:00
Speaker 1
Yeah, Wi-Fi settings, waiting. okay. Oh, I can change the name here, right? So, set up two point four, then set up five. Uh, what is five? Oh, it says five. So, is six the fastest? Okay, that's fine. I, I, I really only want, I really only want 2.4. Uh, does it take away, it's range if I have more than one or all three selected? Does it, would it be stronger if I just- had one? [silence]
67:00
Speaker 2
You know, the 5 gigahertz one. That's the 5 gigahertz. The other 5 gigahertz, which is 2. That's 6 gigahertz. Yeah. But, but, um, it's just the same as the 6 gigahertz actually. Yeah, but not all wireless devices can support six. It's not even the, um, yeah, it, uh, uh, uh. Uh-huh. No, it doesn't matter. No, sir.
68:00
Speaker 1
Okay. Okay. And then I can change the passwords to, all from right here. You. Okay. Awesome. You've been great and very patient. Thank you so much. Do you want to generate a case number? Okay. Bear with me a minute, please. um silence file silence New note. And this is
69:00
Speaker 2
it's still going to be the same. yes you may set up the same wi-fi password on each band. no not a problem yes um i'm going to give you a ticket number for this call in case you need to call us back in the future.
69:00
Speaker 1
Um, this is Links, L I N K S Y S case number, what's the date today? Today? Today? Today? Today? Today? I'm July 6th. July 16th. Okay, what's the case number?
70:00
Speaker 2
[silence] it's 15. okay, case number, sir? L for Larry, B for Tom, S for Sam.
70:00
Speaker 1
01:10 that's Larry tom Sierra 00:13 7373. 00:23. Awesome. And what's your name? 00:29 K:: You spell that? 00:45 M:: Eppy. 00:46 M2:: Okay Eppy, thank you so very much. I appreciate all your patience.
71:00
Speaker 2
That is correct sir. My name is Epee. Oh that would be E for Echo, P P E for Paul for Paul, I for India, E for Echo. Yes sir. You're welcome. So, I appreciate you patience sir. Yes sir. It's yeah. I understand that. Yeah it's It's the. Yeah we've been on the phone for an
71:00
Speaker 1
[silence] Thank you so much for all your help. [silence] You're welcome. [silence] Bye. [silence]
72:00
Speaker 2
im sorry if it took so long okay alright, not a problem well thank you for your time then this is Epi from Linksys uh thank you for calling uh have a great night, Sergeant Smith uh bye bye
72:00