Ticket subject: EA7500_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent incorrectly declared device end-of-support to avoid troubleshooting, providing materially false information to close the case without resolution.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)
V2 Grader Summary
The agent provided factually incorrect technical information, failed to perform basic troubleshooting, and avoided ownership by falsely claiming the device was end-of-support. No resolution path was achieved, and customer effort was unnecessarily increased, constituting avoidance/evasion.
V1 Case Analysis
EA7500 blinking, no internet. Agent incorrectly stated device is end-of-support, advised direct modem test and factory reset. No verification or escalation offered.
Troubleshooting Steps
Collected model and serial number
Collected customer contact information
Advised connecting a PC directly to the modem to test internet service
Suggested performing a factory reset on the router
Key Observations
Agent incorrectly stated at [49:00] that the EA7500 has reached end-of-support and no longer receives firmware updates or technical support from Linksys.
EA7500 is a supported EA Series model with auto-update capability per universal_firmware_update.md KB.
No verification of router LED status, WAN connection, or modem state was performed.
Agent did not guide customer to access http://192.168.1.1 or http://myrouter.local to check connectivity or logs.
No case number was created or escalation path offered despite unresolved issue.
Customer was not informed about self-help resources or KB articles for further assistance.
Positive Highlights
Collected model number, serial number, and customer contact details accurately.
Attempted to verify modem connection and ISP name.
Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
Incorrectly stated that the EA7500 is end-of-support and no longer receives firmware updates or technical support — directly contradicts KB guidance in universal_firmware_update.md, which confirms EA7500 supports automatic firmware updates.
Failed to follow standard troubleshooting flow for no-internet/blinking-router issues: did not verify modem status, WAN connection, LED indicators, or perform modem-first power cycle.
Did not guide customer to access the router's local web interface (http://192.168.1.1 or http://myrouter.local) to check WAN status or logs.
Did not confirm whether the blinking light was on the router or modem, leading to potential symptom misdiagnosis.
Provided no self-help path (KB articles, email follow-up, or chatbot) after incorrectly stating the device is unsupported.
Failed to create a case number or offer escalation despite unresolved issue and customer confusion.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent suggested reset and ISP contact but did not confirm resolution; issue remained unresolved and no valid outcome (RMA, escalation, or confirmed fix) was achieved.
R2Not MetDiagnostic thoroughnessconf 97%
No structured troubleshooting: skipped power cycle, firmware check, or LED diagnosis; jumped to reset and ISP referral without verifying modem signal or local access.
R3Not MetCorrect resolution pathconf 96%
Incorrectly claimed EA7500 is end-of-support; failed to verify warranty status or attempt best-effort troubleshooting appropriate for potential OOW device.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Asked only for ISP name and serial; did not identify symptom pattern (e.g., blinking light type), connection method, or prior changes.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
No empathy expressed; ignored customer's frustration and repeated 'okay' without acknowledgment of difficulty.
X2Not MetTone & rapportconf 95%
Did not match customer's pace or tone; continued with scripted flow despite customer confusion and disengagement.
X3Not MetOverall experienceconf 97%
Forced repetition of serial, model, name, phone, email, and address; no effort to minimize customer effort or use verified data.
Call Transcript11 turns · 24 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's serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty, paid support option may be available depending on the issue.
00:00
Speaker 1
Meek Meek get up off me Go babe I don't want anything Me Me get up off me mm [silence] (oh) Bye. Bye. Bye [silence] yes Let me see your time. Let me see your time. Yeah. Hey. Goodbye. What? Look. (twicago. why you know? look. look. You do that.) [ silence ] where you were you A.R.T.C. you know A.R. C. yeah it's C.A.P. three R. I know that I'm listening three R who's there yeah and A.R. T.C. R. let me see [silence] All good, all good.ello [silence] Uh-oh. I told you like a good [silence] ok This city by the way it looks like it's on fire. [silence] did you have so much sunlight [silence] it's already warning [silence] so there's that top fellow [silence] you gotta? [silence] Okay. Yes, I was trying to check and see what was going on with my router. It's saying that my internet is not being connected and it's just blinking. It was working fine this morning. It just all of a sudden started blinking and
02:00
Speaker 2
Thank you for patiently waiting on the line. My name is Rochel and I'll me access you today. Okay, may I know what seems to be the problem of your Router? I see. Is this used to work? It's blinking and no internet. Is this used to work fine before? [silence]
45:00
Speaker 1
OK, the serial number is 18L as in Larry 21S as in South 0 as in Apple, 909,456C. OK, the madal number is EA7500 BT. Yes.
46:00
Speaker 2
I see, guys. Thank you for all the details. And for me to properly address the concern, Internet on your router may have its serial number down the bottom at the model number showing at the bottom. All right. So you have the Linksys smart Wi-Fi router. And is this your first time calling Linksys? Let me create a record here and my first name and last name. Yeah.
46:00
Speaker 1
Yes. N-O-B as in Bow-L-E-S. 334-473-8985. So Sandra E-N-223 the gmail.com. Yes. It's double E. D-N-223.
47:00
Speaker 2
Your Cassandra, is it starting with Laircey or Charlie? And can you spell your last name? All right, thank you. And may have also your phone number. In case we get disconnected, I'll be able to call you back. All right, thank you. And may have also your email address. Your Cassandra name, is it double F. Or how do you spell your... Okay, so it's C-A-S-A-N-D-R-A. Right?
47:00
Speaker 1
Hey. [silence] And um Wells Fargo Friends Inn, Waters Avenue. [silence] What? [silence] Um President Abraham Lincoln. [silence] It's with Union Springs, telephone company. [silence] Union Springs telephone company. [silence] Where? [silence] **uh**-uh. [silence]
48:00
Speaker 2
All right, thank you. And while my system checking for the warranty and support of your Lynx Router, let me check at the back of the Lynx Router where it says Internet or the yellow port. Is that where your modem connected to using an ethernet cable? And may I know your internet service provider? Okay. I'm sorry, what's the name again? Union screen. Telephone company. All right, thank you. All right. And upon double checking with your Lynx Router here, it's actually a plug in place, meaning if connected to your modem, it actually can get automatically internet. And the internet on that. Just to know more details, internet's coming on. I mean, the internet on that particular modem is coming from your tp cable. The connection. All right, that looks like something... it's preset for the particular internet service provider. And all you have to do is just to plug it in and you are connected. And let's see your IP information in your computer. What is your IP address? If it is still in the works, I can change that to get you the full information. this router is actually dependent from your internet box from your internet service provider and just to set your expectation atesandra upon double checking it here with your or hold on let me double check the support and warranty upon double checking it here your linksys device actually reached end of support meaning linksys no longer provide for more updates for maintenance and technical support for this router however my recommendation for you with the no internet under router i would highly suggest you may try connecting a computer directly to the modem bypass the linksys router make sure your modem is connected providing internet to a device another device that's connected to it and if if yes you can try resetting the linksys router like press
the reset button at the back, it will delete all the settings on the router. But after reset, if it's all the same, it's something to do with the router itself. Then since it no longer received firmware updates. But if ever you're able to connect another device to the modem and there's no internet, I would suggest as well to contact your internet service provider. All right. And anything else for your links since that I can assist you with? Other questions or clarifications? You're most welcome. This is once again, Raquel. Thank you for calling. Thanks. And have a wonderful night. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye.