V2 Rubric Detail — 49ee4978-6e5e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:17
Duration
68m 28s
Contact
Constance Simkims
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
Escalation2.50/5
Customer Exp2.50/5
Overall41.9% (+5.9)

V2 Grader Summary

The agent made partial progress by identifying the router model, guiding access attempts, and acknowledging compatibility issues, but failed to resolve core problems. While some troubleshooting and empathy were shown, the lack of tool use, clear next steps, and full ownership prevented a complete resolution. The interaction reflects a partial attempt rather than total failure or success.

V1 Case Analysis

Customer reports intermittent slow internet and printer connectivity on MX2000 mesh; unable to access router admin due to Safari warning and password issues; agent attempted password reset, checked node status, suggested ISP technician and possible router replacement. No resolution.

Troubleshooting Steps
  • Guided customer to open http://myrouter.local in Safari and bypass security warning.
  • Attempted password reset for router admin account.
  • Checked node LED status (solid blue) via the Linksys app.
  • Suggested ISP technician involvement for line speed verification.
  • Offered hardware replacement options (MBE7000, MX520).
Key Observations
  • Agent never collected or confirmed the exact model/serial number or warranty status.
  • Standard troubleshooting steps (modem/router power‑cycle, speed test at modem, DHCP reservation) were omitted.
  • Provided inaccurate information about password rules (router does not forbid repeated characters).
  • Suggested hardware replacement without confirming warranty eligibility or need.
  • Customer was left without a working admin password and still experiences slow internet.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Attempted to guide the customer through the router login process despite Safari warnings.
  • Acknowledged the customer's frustration and offered multiple possible paths (ISP help, replacement).
Agent Errors / Gaps
  • Missing model/serial number collection and warranty lookup.
  • Did not follow the recommended Step 1 troubleshooting flow (reboot modem/router, speed test).
  • Gave incorrect password policy information.
  • Provided vague/incorrect firmware update dates.
  • Suggested replacement hardware without confirming if the current unit is defective or under warranty.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 90%
Customer still reports slow internet, printer offline, and cannot access router settings; no resolution or concrete next step was provided.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guided customer to access router settings via myrouter.local and attempted password reset, which is a relevant troubleshooting step for access issues, though broader network diagnostics were skipped.
R3 Partially Met Correct resolution path conf 75%
Agent acknowledged the age of the device but correctly noted it has latest firmware; suggested checking with ISP and considering newer hardware, which aligns with best-effort support for older devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the need to access router settings and recognized printer compatibility with 2.4GHz band; however, did not systematically diagnose root cause of slow speeds or connectivity.
T2 Not Met Appropriate tools / resources used conf 85%
No tools such as speed test, WAN IP check, or remote diagnostics were used; reliance on verbal instructions without verification.
T3 Partially Met No misinformation conf 80%
Correctly stated MX2000 supports latest firmware and is dual-band Wi-Fi 6; however, misidentified number of routers and gave unclear guidance on band separation.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent attempted to guide interaction but had multiple silences and lost direction when troubleshooting failed; maintained some control but lacked structure.
C2 Partially Met Confirmed understanding conf 70%
Agent tried to explain URL bar using examples, adapting slightly when customer struggled, but continued with technical terms like 'address bar' without full simplification.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and attempted resolution rather than transferring; however, deferred to ISP and product replacement instead of fully owning the issue.
O2 Partially Met Proactive follow-through conf 75%
Agent suggested calling back when ISP technician arrives, implying future coordination, but did not set specific next steps or timelines.
O3 Partially Met Closure confirmation conf 70%
Agent referenced prior contact and used existing case info to identify MX2000 model, avoiding complete restart, though did not fully leverage history for deeper troubleshooting.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Customer expressed repeated unresolved issues and frustration; agent considered escalation path by suggesting joint support with ISP, indicating awareness of complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No formal escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I totally understand' and acknowledged customer's frustration with printer and updates, showing basic empathy but not deeply personalized.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted slightly by repeating instructions and simplifying steps when customer struggled with Safari, though pace remained rushed at times.
X3 Partially Met Overall experience conf 70%
Agent attempted to streamline by guiding directly to myrouter.local, but customer still faced repeated password errors and browser warnings, indicating unresolved friction.
Call Transcript103 turns · 116 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 register.linksys.com. Please have your device serial number ready. [silence] For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys.
00:00
Speaker 1
Yes, I have called a couple times in the last couple weeks. Can you look up my account to see what I've got? That's right. Connie. Just just call me Connie. Okay. Okay. Well, I'm not tech savvy, so the explanation is not going to be so good. I I'm hoping somebody wrote down on that paper. It was done a little better.
01:00
Speaker 2
Uh, yeah, sure. Uh, give me a... Yeah, absolutely. Give me one moment. Okay, so I'm speaking with Connie Simpkins. Okay, Connie. Thank you so much. So let me just check. So this is a recent conversation like a month ago. So you experience slow internet. And uh, right now, Connie, what is, what seems to be the problem.
01:00
Speaker 1
No, probably more than I can explain it. But, um, yeah, I had Cable Vision here and they said the signal's coming to the house but it's not coming into the devices very well. The speed drops considerably. Long story short is I have a Mac computer and I've been getting notices for a year telling me it's not going be compatible pretty soon with my Lenksys. Um and I've been getting notices from my Epson Wireless printer basically saying the same thing. Um something about that I have now upgraded to and I'll tell you what it is. Trave 26.5.1 and something about Rosetta and all that stuff, you know, it's now compatible. My printer started only working, let me see, often what they did part of their solution was they installed a new modem. [silence] And it has a router inside the modem, which I wasn't using, but they said it comes with it now. So, they all agree that my Linksys is far better than the one that's in their Optimum modem. I'm hoping they're not having a conflict, but they installed that. And everything's in the same place. It's always been for the last like 20 something years. They move anything. Uh, but my printer started not working, so they said, well, I could switch it to my computer, but I'm sending a printer, you know, a a photo to be printed. I can switch it away from my Linksys router and switch it to the Optimum one because something to do with they think one's a 2.4 GHz. I know my Linksys is 5 gigs. Um, and I pay Optimum for 5 gigs, so it would make sense that it would work with my Linksys. [silence]
02:00
Speaker 2
[silence] Yeah.
03:00
Speaker 1
It seemed to me their modems should do it, but obviously it doesn't do a good job. So what happens is I keep having to switch networks to be able to print a photo. Um, more than frustrating when I called up Linksys and also the latest updates, it wouldn't update everything. So the lady on the phone, whoever I got at Linksys said, "Oh, well, your Linksys system, which is now four years old, can't update anymore because of something like computer, whatever whatever my computer's that now, it doesn't download or you don't have the right downloading needs to make to download that from you guys. So that's kind of not working as well as it should either. So, I just finished getting on the phone with Epson and explained the problem to them again. They told me that they do have a printer. My other one's like Like a year old, so not happy because relatively new. But that's, my old printer is only a 2.4 gigahertz. So they suggested I get a 5 gigahertz printer, which sounds right, but I'm kind of checking with you. They said, yes, they can sell that for me. That should solve the wireless printer problem. But I still get slow internet and I get slow phone sometimes. I get slow TV. But the rest of, you know, sometimes it's good and sometimes it's not. Two nights ago, I was, and I do live in an apartment, so although I am the only one here, I don't have other people all turning on their TVs at the same time or using their computers, but I do have people who've next door to me who could also add to that load, I guess. But I also haven't moved for 30 years, so nothing new has happened. So that's the setup. I'm starting to think if I... I update the last lady I spoke to it links as said I should update my Linksys since I can't download any of the, I guess the update that it has. And I thought maybe that was causing the problem. So what do you think? Do I need to get a new printer with five gigs and update my Linksys is only four years old, but it's not compatible with any of the updates and won't update the stuff. Is that the problem? It does support well.
04:00
Speaker 2
[silence] Well, I did actually took the opportunity to check on everything while you are telling me what is really happening right now. So, just to make sure, how many devices that are affected on this? Like since you mentioned that you do have TV that is also connected to Wi-Fi, phones, are connected to the Wi-Fi?
06:00
Speaker 1
[KEEP_UNCERTAIN] On, or the ones that I have in the apartment i'm living in an apartment complex, not a big one, there about 30 apartments and but i'm in an apartment uh haven't moved so everything, you know, that worked fine before is still there, but i don't have the TV on now, right now i'm talking to you uh my iphone and my MacBook Pro. Those are the only things that are on but the wireless and the computer is is connected to one, two, three, four TVs it's connected to my computer and my iphone and by the way, what before I forget to mention it when I was looking up, link is before for some reason it only shows that on the page that shows my um.
07:00
Speaker 2
The one that is currently connected, um, by the way, are you living in an apartment? Okay. Mhm. Yes. Haha, okay. okay, so you should be seeing like three, since you have [ silence ] Um, not really sure, but let me take a look at it. Forty E X 6 40. Oh, that's a, oh, okay. So that's a Son-y K D L a 40, uh, 40 inch TV.
07:00
Speaker 1
Okay, so that's my other TV. Well, it's more than four. it. I, honestly, I don't use it. I just don't use it once in a guest room. I primarily use my other TVs. And I got my links at. I Well, the one says HomePod. And it has the 46664. Okay, and then it's got HomePod node 1. So, I'm missing a node two on here. Okay.
09:00
Speaker 2
Oh, yeah. [silence] But this TVs were... [silence] Yeah, so this TVs were connected to the Wi-Fi, so when you're using this TV, connected to your Linksys Wi-Fi network, um are you experiencing the same issue? Like, is it buffering? [silence] Oh, okay. [silence] Um... [silence] Uh-huh. [silence] So, when you used this, um... [silence] Mhm. [silence] I'm sorry. [silence] Mhm. [silence] Mhm. [silence] Okay. Uh, let's figure that out later, but let's try to isolate the issue first. [silence] So, when you
09:00
Speaker 1
[silence] this is cuz I think Apple stopped supporting Intel or Intel was built whatever it is. But they said my computer is fine cuz it's 20 2021 and they said all the updates to run it are built into the computer. So the latest update was 26.5.1. Tahoe.
11:00
Speaker 2
outer that you have since that is MX 2000. Mm-hmm. So I check it, and it's it it's it actually carrying the the the most latest updates. So there should be no problem about its firmware. And and you also happen to mention earlier about the Tahoe 26.1 or 25.1. So you've got your MX 2000, which is currently carrying the most recent updates. Yeah. Uh huh Yeah. Cause., um, this, um, uh, this firmware, or this like, you know, update from Apple, actually rolled out last, September 15th of 2025. So, there should not be a problem as well with your laptop. But, I mean your MacBook. But, like, did you separate before? The 2.4 and the 5 gigahertz band? Uh, it's okay. But, they can... Uh huh. Uh, okay. Case.
11:00
Speaker 1
which right about now, I need iPhone. The brand new one. I think it's the 17 Pro Max.
13:00
Speaker 2
Well, it actually still depends. Cause, uh, what phone are you currently using right now? Um, which iPhone version? Uh, what version of iPhone? 17? Okay. The 17 Pro Max. Because, uh, this 17 Pro Max is really capable of this one. And then the router that you have is, So, this is a dual band router. Um, and it's actually also the a Wi-Fi 6 router. So, there should not be a problem at all. And, uh, let me just, and, um, in regards with your printer? So, did the, uh, since you mentioned that you've been on the phone with the
13:00
Speaker 1
yeah, they said Apple said, tell Epson you need to install the drivers for them. cuz I already had drivers, but something about because of the update, they weren't showing up. And then Epson got on the phone and said, no, you have them. And then they went through all this stuff on my computer last week, that supposedly make sure they're there. But then when I tried to print a photo again, it keeps it keeps going offline. Like right now if I go, let's see, if I go to print right now, it's got, well listen, without printing, just if I go to my Wi-Fi single on the top of my computer, cuz it's right in front of me. It's got the two known networks that I now have. I have my Altice, which is cable vision or optimum. That's
14:00
Speaker 2
That's perfect. Did you speak with the manufacturer of your printer? Did they talk to you about the driver of your printer? [silence]
14:00
Speaker 1
It's the one. It's the modem as the little router in it. And then I've got my... one with Linksys, which is the one I was always using before. But when I want to print something, I have to switch from my Linksys one to the My Altice one to be able to get it to print. But then, as soon as I go to My Altice, my Wi-Fi drops its signal to like two bars on the bottom. So, it's way better on the Linksys. So, I obviously want to keep the Linksys one on. And even Optimum said the Linksys one is way better than the other. But when you have...
15:00
Speaker 2
Okay.
15:00
Speaker 1
But even that was not a problem with the two. I could do it on the links just fine. The problem was as soon as I updated Tahoe. And it's it's had about three updates in the last month. And as soon as I updated the last one, that's when my printer would go offline. Yeah, that's probably sounds right. So but what do I do to what do I do to fix it?
16:00
Speaker 2
Okay. So might be there is a problem with the with the printer talking to your MacBook or to your Mac computer. And then there is also a problem with the communication of your printer directly to the Linksys router. So uh how about we uh yeah. So uh yeah. That is the thing that we are going to figure out. So since you are sitting Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
16:00
Speaker 1
Okay, how do I do that? And just just okay. All right. So, yeah, so just my Wi-Fi, right? It it is it is yes, connected to that. It's been connected to that. Well, it says it says it has my network on it. It doesn't say Linksys. It has my network, is that right? Yep, that's what it's on. Okay, when I open the browser,
17:00
Speaker 2
Okay. Okay, it's connected to the link? Okay, it's been connected to Linksys and then now please open. Mm-hmm. Ah yes, it's it should be your network like bunny one to eight. Mm-hmm. Okay. Uh after that, please open a browser.
17:00
Speaker 1
What what do I hit on my computer ok like Safari I have Safari ok so that's open [silence] ok wait if I'm on Safari and it said but well it says Epson so you want me to clear Epson out of the way all right so select and then I have choices Safari extensions about Safari settings privacy.
18:00
Speaker 2
And then, uh what browser are they usually used? Like, yeah, you you can use the Chrome. Mhm. Okay, then on the URL bar or on the address bar, uh please type in this link, that's h t t p s. Uh huh. Yeah, remove the http. Uh no just yeah, just click on you know on the address bar where you can see like uh, h t t p. Thanks. Okay. Okay. Yeah. Did that pop up to a website?
18:00
Speaker 1
[KEEP_UNCERTAIN] What's a URL bar? Isn't that like a little, like a little like a little graph thing. But I'm not seeing that. I just Safari is written up there, but I don't see a bar. [silence] At the top it just says Apple. The top the choices are top Top left is an Apple for the Apple for the about this Mac. And then there's Safari and then file, edit, view, history, bookmarks, develop, window and help.
19:00
Speaker 2
[KEEP_UNCERTAIN] [silence] [silence] It should be at the very top. [silence] Then you can see there [silence] a [silence] rectangular. [silence] Okay. [silence] Can you see there [silence] like where you can see [silence] let's say [silence] for example [silence] like YouTube.com [silence] like how [silence] like where did you usually input when you search something?
19:00
Speaker 1
Well I usually open Safari I open a page in Safari and then I type it in the search bar at the top . All right so I'll open a Safari page because I closed it down thinking it was that . All right and then search for the web or there's the address bar at the top or then Yahoo below it says search the web okay H H T T... P. Okay 4 plus 4 or less okay
20:00
Speaker 2
is there an option? [inauditable] [silence] [inauditable] so he has one. Put it in the search bar at the top. [silence] [inauditable] and then [inaudible] Yeah. Okay, um, let's use the top search bar. Okay. And then type in HTTP colon / /
20:00
Speaker 1
my router LCA okay okay oh okay it says linksys why am I getting a warning when I try to access my router settings in a browser Safari has continue at the bottom it also says below it says click show details and then a little arrow it says visit this website or do you want just oh it says website click on this website do you want just so that you are sure [silence] okay [silence]
21:00
Speaker 2
And then . and . local. Yeah. Okay. So that should be http:// myrouter.local. And then just press enter on your keyboard. Okay. So do you see an option to show details, proceed or continue? Okay, click on continue.
21:00
Speaker 1
Never mind, it doesn't let me select it. Okay, just there. So we're stuck with. Contention perspective is not private, so we gotta go back. Website may be impersonating, Safari warns, you want to website to learn more, but there's no way to get rid of it. I don't think, well, maybe it'll. No, because it just let me. No, it just keeps telling me this connection is not private. Maybe impersonating my router.local. Uh, you should go back to the previous page. Oh wait, here, this one came up with details. It just says, Safari warns.
22:00
Speaker 2
Uh, you can click directly and visit this website, actually. mm-hmm, okay. Uh, let's press the. Yeah, let's click continue. Uh, yeah. mm-hmm. Yeah, just scroll down. I guess there should be an option for you to continue or proceed or show details, something like that. Yeah. mm-hmm.
22:00
Speaker 1
You see one app site has a certificate that's not valid. This may happen if the website is misseto or an attacker has compromised your connection. You can view the certificate, or you can visit this website. Oh, it's still trying. Are you sure you want to visit this website? Okay. I did. Okay. Just keep your W-Fi company. Continues to link to Linksys Smart Wi-Fi. Okay. It has two choices under there with the little square things. App Store and G-Pay. Do I need to go to either of those? That's it. Yeah.
23:00
Speaker 2
[silence] Okay. Okay, click on visit this website. Yeah, visit the website. Uh yes please just hit on continue. Okay. Um correct. I know. There should be um if you scroll down a little bit there should be an option to click on something like continue to link to Linksys Smart Wi-Fi, it has an underline.
23:00
Speaker 1
[KEEP_UNCERTAIN] that I've got. Okay, it says me to sign up. I don't. It's been a long time. Um, I'm sure. I I have a password somewhere. I can look it up. Hold on just a minute. [silence]
24:00
Speaker 2
Yeah, click on that one. And then you should be where yeah. Yeah. Do you remember customizing this one before? It's okay. Um, how about okay.
24:00
Speaker 1
Ah, it told me incorrect password and I've gone back. Let's try one more. Well, I'm going to try one more time. Let me just double check it. I may have missed one letter. Okay.
25:00
Speaker 2
Mmm. Don' push it like you know if you don' really got the password. Um, let' not force it 'cause you may actually gonna be lock out on your access. So, if you don' really have or remember the password, let' choose on resetting. Okay. Mmm.
25:00
Speaker 1
All right. K I get four attempts. All right. This is a problem because the second one it is correct because I wrote it down. It's saying incorrect password. Try again. I'm going to get passwords. It was locked. I'm it. I'll just in a minute. All right. There's links here. And there's links to smart Wi-Fi. Let's see what it says.
26:00
Speaker 2
Do you have the option there? Like, it's on the right side that should says, uh, do you see the option to reset password?
26:00
Speaker 1
reused password oh, that is a problem it doesn't like the password, I guess, 'cause it says, reused password. Password is the same as another password you've saved and should be changed. so is that the problem it wants a new password? edit or done. edit do I want to edit it? Those are the choices. Reset editor done. It's a new password. I thought I changed the other day, and I did. because I as soon as I clicked editor, I looked at it, and it's that's one of my new ones. So it should be And it's this website
27:00
Speaker 2
Let me know once you're in. Might be. So yeah, you can, if there is an option for you, like, you know, to create a new one, then please do it. Sometimes the system. Yeah, if you... Let's customize it later. Let's just directly drop it down so that we can enter on the router settings. No. Okay.
27:00
Speaker 1
it links this out. Code, there's none. And that's all it says. All right, so let me just do save. And let me try, because I had my old password, maybe that's the problem. Let me just double-check this one again, because obviously the other one's wrong. Let's make sure. Okay.
28:00
Speaker 2
You don't see yet the Location smarth Wi-Fi Tools. Let's try using it. [silence]
28:00
Speaker 1
Incorrect password. It's not going to let me in no matter what. So I'm just going going to hit reset password because I'll be out of time if I don't. Wait. Okay, well, first, it's it wants my user name. Which one is which? It popped up. My problem is my Apple computer is putting up a notice in front of the one that you want me to fill out. [ silence ]
29:00
Speaker 2
Andy: Okay? yes please. yeah, and that game might actually cause us a problem, so just hit the reset password and then it will ask for a five digit recovery key. so you can use the recovery I'm sorry. [silence] Andy: no, uh this, that's um, not proceed on the username. So after you click the reset password. um, what in, what page did it brought you to? Oh. [silence]
29:00
Speaker 1
and I can't get rid of it unless I choose the user name for my account for the account to finish saving your password and allow to finally to, author fill for this account. All right. Let's. All right, click not now. Click not now and that got rid of that. All right, now I can put in every key. Do I have to I have to do the parent one or can I do one of the little ones? Then I got to go downstairs to get it.
30:00
Speaker 2
it's for the accounts on your, listen while you're trying to get the recovery key or okay.
30:00
Speaker 1
Okay, I'm back and I even copied down the numbers of the other little node that's missing so, we'll share one here. I've got that, so put that one in and they're all blue so they're all connected. Not that one didn't get connected. Alright, I put the code in. Create a new admin password and hint. Thank you.
35:00
Speaker 2
hello miss Constance oh yeah okay so uh yeah I just use the one that comes from the parent okay mm hmm yeah and put it that one I of course so they're all connected and working it's just that the only problem that we have is regarding with the internet speed so uh let's log in first so that um we can get some information and please tell me if you if you feel pain
35:00
Speaker 1
I don't know what was my password before. Can I put myself in? Oh, no, just put in the password. All right, so I'll put in the one that's not registering. We'll find out. Okay, your password can't have the same character twice in a row. But can't have the same. So the password I have has two letters the same. That's what it doesn't like. That's it. [silence]
36:00
Speaker 2
Ah yeah, yeah, yeah, yeah, you can still use or... Okay. But just make sure that you're not using the same letters the same special characters and the same number in a row, 'cause the system will not allow you to do it or to use it. So there should be, okay, Oh, good. Yes, that's the that's the one who's causing the problem. The letters, that is, you know, repeating. So you need to remove the other little, the
36:00
Speaker 1
So I need to change one. Well the problem is it has two letters that are the same next to each other. That's the problem. [laughing] [laughs] [laughs] [laughs] Uh I guess then they tell you make one secure and easy to remember. It can't be easy cuz I'm I'm gonna have to misspell it to do it. Uh let's see. I guess the problem was just that it has it has two letters that are the same next to each other like my name is Connie has two ends in it. It didn't like cuz the
37:00
Speaker 2
I mean, just don't use the word like or the letters. Let's say you, let's say you
37:00
Speaker 1
password I had one of the parts of that password had two letters the same next to each other. That's what it's not allowing. so I got to come up with something entirely different which is bizarre. so it's uh let's try one more thing. doesn't work. well I could but yeah it wasn't wasn't even that one. But it was it was a different one. It was my new password I was using. So I'm going to have to come up with something. A lot of things have two letters next to each other doing the same.
38:00
Speaker 2
Uh-huh. Uh. How about you just try to use the word kani with single M and- Then. OK.
38:00
Speaker 1
these in. So I leave one out, I'm going to think I mistyped it, and then I'm going to be back in there trying to correct it. Yeah. I can be out.
39:00
Speaker 2
okay and don't forget to write it down okay for future refer for you know for you to have a copy of this password
39:00
Speaker 1
Other one written down. They just didn't like that. I know what I'll do. Yeah, I just made a different one. But not one I'm going to remember unless I write it down, so that's a problem. The other one was a good one. It just had two letters next to each other. Was better than what the better than the one they're getting me to try and fix. Okay. See if it will leave. Oh, it needs a special test. Unexpected error. We've encountered an unexpected error. If the issue continues, please visit our technical support. [silence]
40:00
Speaker 2
okay
40:00
Speaker 1
We can click on details. What are the details? Connection close content language. It says... No. Nope. Absolutely not. Nope. And I don't want another browser either. I'm always fighting people on it. That's it. Safari. [silence]
41:00
Speaker 2
So the error that error actually causes for a multiple attempts of changing the router password. So if we fail to change it, like, you know, once or twice. So yeah, we really ended up, you know, encountering this error message. So give me one moment. Do you have other browser like Google browser? If you only have the Safari. Okay. Okay, okay, is what we are actually, uh, I mean, the goal, why we are...
41:00
Speaker 1
visit our technical support site. Visit our technical support site. If the issue continues, please visit our technical support site. Do you want to see that? Yes. Yes. Yeah. So you should be able to restart it. They should give you the power to do that. So, what does that like?
42:00
Speaker 2
... trying to access the router password... Yeah. Um, let's not proceed with that one, cuz it will only actually going to bring it to a page where it will take you to call us, something like that, and since you're already have me on the line, so we can... Um, unfortunately, no. If only we have the access to help you remotely, then I would be glad on, you know, helping you out directly and accessing, you know, helping you remotely. So that error message is actually the result for the multiple atattempts ... of resetting the password. uh changed it earlier that that error is actually about us changing the router password so it's going to take a little while before the system will give us a chance to change it so that's where i'm asking if you have a different browser that we can use because the goal why we are trying to access the router settings is to uh change it to make it more secure [silence] Yeah, the 2.4 gigahertz band of your MX2000 router, because you're ah yeah, it's not that yeah, of course, I totally understand, so the only device that will go into the 2.4 is only your printer. Now, if you really wanted like, you know, not to activate the 2.4 gigahertz band Kaani. So you might really want uh you might really, you know, except or consider getting a printer that can absolutely work with a 5 gigahertz band, which is the offer earlier of the manufacturer of your printer. And... Mhm okay.
42:00
Speaker 1
Do that. because apparently, they don't have many that do it. Um, even though they admit that's what the future is. That's what they're doing. But, yeah, five gigahertz has been out there a long time. Um, but then I was calling you to try and make sure that my listsestuff was up to date because the last time I spoke to a lady at linksistold me that I couldn't update my Linksys because it's outdated and I can't do the next thing. And then she said, well, we'll try some stuff, but I don't think it'll work. But then you said, it is okay. So I don't know. Maybe whatever she did worked, but it won't soon.
45:00
Speaker 2
The latest update of your router actually happened last, uh huh, uh huh, So, yeah, And um, yeah, The, uh yeah, Because here is actually the thing, so, The most latest update of your router actually happened last, Let me double check it.
45:00
Speaker 1
It says... [silence] You know, my computer is only a few years old. My phone is brand new.
46:00
Speaker 2
So the firmware update that was on June 29, December 1st, and after that one there is no further update of this router. But if you are really carrying this one, so there should not be a problem with your router. Now the second thing, since this was actually working perfectly fine before, and we only happen to encounter this issue right now, and the only devices that are affected is your phone and the printer. So maybe, uh like, you know, you might really need to consider getting a printer, which The Epso actually offering earlier. So that you can Oh yeah, yeah, I understand. Yeah, the phone is brand new. Mm-hmm Mm-hmm.
46:00
Speaker 1
Other, so... And they said, that's because I'm not getting the 5 gigs in the house. That's my system doing it. That's when Lynsys, when I called you guys, said, Oh, you only had it updated back then, you can't update it because you know, etcetera, etcetera. Your system isn't new enough to do it. Oh, yes, they did. They already did. like, because it wasn't the first time I complained. It's been a long-standing problem. like, long time of them trying to fix. So this time they sent a guy who came with different machines to test the equipment and find out exactly what signal was coming in and exactly what
48:00
Speaker 2
sending uh-huh. Oh, yeah. Uh, by the way, Connie. Uh, did they, those technicians from your internet service provider, like, did they visit you personally in your apartment to check on... Uh-huh. Oh, okay. Um, how about this one, Connie?
48:00
Speaker 1
[DOWNWEIGHT] I was getting into my TV and my computer and stuff like that and that's what he said you are it's coming in 'cause they didn't optimum didn't know if they were having a problem with the lines coming in but they said no the lines are coming in at five gigs but when you're getting it it's not it's half that.
49:00
Speaker 2
Okay, um, how about with this one, Conya? Okay, 'cause since like, um, yes. We do really need for this one for us to work with your internet service provider. So, well, maybe you can ask them to visit you, uh, you know, personally again and then once they are already there, um, call us directly so that we can work with them. So, we can walk them through over the phone on how and what are, what are the things
49:00
Speaker 1
What are the three devices that I have? [silence] That you're saying I have three devices? [silence] Let me check. [silence]
50:00
Speaker 2
and that they need to check on the Linksys router and also what are the things that they should definitely check on the modem itself because sometimes the only thing that they are actually checking is only the link speed of the Linksys router and the modem. They tend not to check you know the communication for each of the devices and also since you have three routers in your apartment, we also need to check on that one. So that's why I'm asking you if it is possible for you to call your Internet Service Provider's technician? And then once they're already there call us so that we can work with them and for us to resolve this issue. Yes, yeah, the one thing you said like on the record that you have three Linksys router.
50:00
Speaker 1
it though you've only showing two might be wishful thinking but I'll try yeah so just
51:00
Speaker 2
Yeah, it's only showing two. So we actually also need to check on that one. So that's why if it's really possible, well, maybe we can work together with your internet service provider's technician and a Linksys technician for this one. Yeah, because, like I know, earlier, we encounter an error by accessing the router, and let's not proceed, because it might actually cause a problem with your Linksys router. And it might actually also lock you out on accessing it. So that's why I did stop you from proceeding. since we have already encountered an error message. But would that be possible, Connie?
51:00
Speaker 1
just did this thing lock me out of my computer or anything now? Yeah, I, I've never done anything but Safari, so it's not a debatable thing. And it's been there and it worked, it worked fine before, so something else went down is what updating updating to a new links that that can be updated that the other lady suggested, you don't think that will help.
52:00
Speaker 2
No, no. You still haven't locked out. You can still access it, but it will really need to ask more time since we don't have any other available browser to use and you're only comfortable using this Safari browser that you have installed in your you know, Mac computer. Yeah. Yeah. So, it's worth fine yeah, of course. Yeah, I understand that. So, yeah, that is the. Well, it can definitely help the you know, like, you know, um,
52:00
Speaker 1
Yeah, that's only four years old, so it's an expensive system to go around replacing. What would you suggest that would be a good replacement?
53:00
Speaker 2
<start_of_audio>
53:00
Speaker 1
M B E 7,000. And what is that compared to the 6,200? Let's see. That's two point four. What else? Okay. And the other one.
54:00
Speaker 2
So it has 2.4, 5 gigahertz 1 and 5 gigahertz 2. Uh, 5 gigahertz 1 and a 5 gigahertz 2. So it has two 5 gigahertz networks. Yeah. And uh, and the other one is the MB7000 is a Wi-Fi 7 system. So this one is also a tri-band router, but on this one, it has 2.4, 5 gigahertz, and a 6 gigahertz band. And then, uh yes, it can absolutely work perfectly fine with the, especially with what devices do you have.
55:00
Speaker 1
Do you like one better than the other? Do you like one better than the other? So you like the MBE better. For what else? How much is that? [silence]
56:00
Speaker 2
iPhone 17 Pro Max, of course, it can absolutely work with it and since you have a Mac computer, so yes, it can absolutely work with both devices, the MX52 and the MBE 7000. And as for... I'm sorry. Well, if you're going to ask me if I were the one who is going to purchase this router, I'll definitely rather go with the MBE 7000 since if I also have the same device that you have without the phone and the computer then yes, I'll definitely go with the MBE. [silence] You can check this one. [silence] one on Amazon, eBay and Best Buy. They're actually available on those um you know, selling platforms. Mhm. Uh I can't actually access to those um websites here from our system. You know. But uh yeah, you can absolutely check it on Amazon, Best Buy and eBay. There should be some available stocks there. And yeah, you but before you consider on getting them, um how about I send you this link So that you can check it as well and you have the visibility on of course for you to decide as well on which router that you're going to get. Of course, you can you can check it on your from your end. Uh, let me just send you this link so this links is from our official website so you can show it care um what is it
56:00
Speaker 1
[silence] Sure. Listen to support, show slow internet connection. Yes, Ray links to support. And then has the MBE7000 written on there.
59:00
Speaker 2
[silence] uh ignore it because that's actually how secure Safari is it will definitely send you some notification and since we are you know trying to access the router settings of your router is using its IP address so that's why it's you know giving you this notifications but can you check if you received the email that I just sent so those email I mean the email yeah so yeah so those are the routers that I just introduced to you earlier so you can check both routers by clicking the link and then you'll be routed direct to our official website with all the information that you need to you
59:00
Speaker 1
okay. and before you go can we put that other node back on my list? Well, that's what I told you earlier. So, I went down and I wrote the information down and checked them. They're all blue. the parent and the two nodes. Okay. Yep, because I went downstairs when you had me go get the other stuff off the parent one. close the one that has bunny 128 on it. links this link up.
60:00
Speaker 2
no, regarding with the router. Uh-huh. Yeah, how about we double check it first? Uh, can you go to the locations of the child node and see what are the light, or the LED light coming from those child nodes? [silence] Okay, all blue. Um, okay. I'm sorry. So, um, can you force close the app? For the meantime?
60:00
Speaker 1
That's where I am.
61:00
Speaker 2
I know the application the Linksys app itself. If you're using the app, yeah, Forrest, close the app because sometimes the app is really not some I you know, sometimes the up tend not to up beats some information directly. And it's also taking some time to recognize the other router as well. Uh-huh, yes I'm here.
61:00
Speaker 1
OK, getting router settings. Yep, I'm still missing a HomePod. There's no left and right. It just goes down in a column. OK. This device says there are eight devices. OK. [silence]
62:00
Speaker 2
Yeah. And then uh let's go uh and uh I'll- please reopen the app. Uh-huh. So once you've opened the app, uh on the main dashboard, you can see there like how many devices are connected. Uh sits on the left. Hm, okay. And then on the right side, um, how many nodes are displaying? Uh can you click on the three bars from the upper left corner? Mhm. And- Okay. Can you look for network administration?
62:00
Speaker 1
says, automatic firmware update is on. It says there are three nodes. So there it's three, but it's not on the other page. So they just don't list the third one for some reason. Maybe they ran out of space. Yep. And I just clicked on the nodes, and it's got all of them there. Oh, wait, it does. Wait, node one. Link says - let me just check something a minute.
63:00
Speaker 2
Yeah, so there are three. So that actually indicates that all of the three routers that you have are now, I mean, are currently online. So none of them are offline if that's what shows that. Yeah, sometimes, yeah, you know, sometimes the app really not updates directly, but you can definitely check it from there. So once you go to administration and then click on nodes, you can absolutely see it there up in how many links of routers or how many nodes are online. Yeah. Mm-hmm. Mm-hmm. [silence]
63:00
Speaker 1
Yes, just 1445. so the parent node is it's the parent one? The 46664 or no? I'm just looking because the node one doesn't and the node one doesn't have any numbers next to it. Whereas the other two cubes say linked this and then they have numbers. one says 46751 and then the other one has this 46664. But I don't see that on I don't see that on any of my nodes so that doesn't really help I guess.
64:00
Speaker 2
Um, the parent one, I, I really can't confirm it directly but, the parent one is the one that is hooked up directly to your, to the optimum modem or gateway. You can check it underneath, the body of, I mean, the little tower itself. Slip it upside down. Oh, okay. Mhm. okay. Okay.
64:00
Speaker 1
Oh, I know what the serial number for the parent one, firmware version. Let's see. What's that? The parent node has numbers underneath it. They're like 100 BY, stuff like that. That's not the numbers I see on this node one when I'm looking on my phone. Does that matter? Does it make any difference? No. So we're not going to find out. We're not going to find out that way. None of these numbers match up so you can't tell.
65:00
Speaker 2
there is actually an option for you to rename [silence] those nodes. So, on the upper right corner, you can see settings, um [silence] yeah. [silence] um no, no, it doesn't really make any difference for that one. [silence] Yes, but [silence] yeah, so, but what I can really guarantee is
65:00
Speaker 1
Okay. I think they have old numbers or something because I know when I spoke to the lady the other week at Link's Sets. She told me they had an old system. I said, I remember there was a problem with one of the nodes. It was defective and they replaced this. Maybe they, so she did something with the numbers. She said she was going to fix it. Or maybe she put long numbers in. But as long as it doesn't matter when they're connected, we're okay. [silence] Okay.
66:00
Speaker 2
You are is once all of the three notes are showing up there then they are definitely online. [silence] Yes of course. The those numbers don't really matter for as long as this are all of the three nodes are showing solid blue and they are working then everything is actually fine.
66:00
Speaker 1
Okay. Down to get a new Linksys system look them up and see what they cost or call up Optimum and ask them to come and call you guys. Ok. Alright. Well, thank Okay. All right. Okay. All right. Good. Thank you so much. You too. Bye-bye.
67:00
Speaker 2
you know, everything, so that whenever you call us back, once the technician sir is on your apartment, then the next technician from Linksys can will know what to do after. Once they receive your call. Thanks. You too. Thank you so much as well. Have a good one. Bye-bye for now.
68:00