V2 Rubric Detail — 4b672aee-7a35-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 18:54
Duration
67m 41s
Contact
Roberto Avetria
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136228
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_wants to change the Wi-Fi settings
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall45.8% (+9.8)

V2 Grader Summary

The agent successfully guided the customer to change Wi-Fi settings on the router interface, indicating partial technical progress. However, inconsistent connectivity post-change, combined with inaccurate guidance and communication gaps, prevented full resolution. The interaction shows moderate effort but lacks precision and closure, warranting a Partial Resolution classification rather than complete failure.

V1 Case Analysis

Customer (Roberto) reported inability to connect devices after changing Wi-Fi name and password on MX6200 mesh system. Agent provided incorrect router access URL (myrouter.info), invalid default password (100), and random IP (163.170.123.0). Customer still could not connect devices. Call ended without clear next step.

Troubleshooting Steps
  • Collected model number (MX6200) and partial serial number.
  • Attempted to guide customer to router login via https://myrouter.info.
  • Walked through admin password reset and Wi-Fi SSID/password change.
  • Instructed customer to reconnect devices using new credentials.
  • Attempted to troubleshoot Chromebook Wi-Fi connection issues.
Key Observations
  • Agent provided the wrong local router URL (myrouter.info) for an MX6200; correct URL is http://192.168.1.1 or http://myrouter.local (KB: universal_port_forwarding.md, universal_firmware_update.md).
  • Agent suggested a default admin password of '100', which is not valid for any Linksys device (KB: linksys_cloud_account.md).
  • Agent provided a random, non-functional IP address (163.170.123.0) with no explanation or relevance.
  • Agent failed to verify successful login or configuration changes at any step.
  • Customer reported persistent device connectivity issues, including a Chromebook error indicating possible driver or hardware problems, which were not addressed.
  • No warranty status check or escalation path offered despite unresolved issue.
Positive Highlights
  • Collected the customer's model number and partial serial information (transcript 00:01:00–00:03:00).
  • Attempted to guide the customer through changing the SSID and password.
  • Maintained a polite tone and thanked the customer at the end.
Agent Errors / Gaps
  • Provided incorrect router access URL (myrouter.info) for MX6200; should use 192.168.1.1 or myrouter.local (transcript 00:10:00).
  • Suggested invalid default admin password '100' with no basis in Linksys documentation (transcript 00:12:00).
  • Provided random, non-functional IP address 163.170.123.0, which is not a valid local or public IP for router access (transcript 00:12:00).
  • Failed to confirm successful login or configuration changes before moving to next step.
  • Did not verify that the Wi-Fi name/password change was applied correctly.
  • Did not ask for or verify full serial number, warranty status, or ISP-provisioned device considerations.
  • Gave inconsistent and unclear instructions for navigating the router UI, causing repeated confusion.
  • Failed to recognize or address Chromebook Wi-Fi interface error ('wireless network interface does not exist') (transcript 00:48:00).
  • Did not offer any valid next step or escalation path when troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 88%
Customer successfully changed Wi-Fi name and password on router interface and confirmed seeing updated settings; however, final device connectivity was inconsistent and not fully confirmed across all devices.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through accessing myrouter.info and changing Wi-Fi settings, but troubleshooting was disorganized and included irrelevant steps like CMD; did not systematically isolate the issue.
R3 Partially Met Correct resolution path conf 82%
Agent attempted to guide through correct interface (myrouter.info) for SPNM-like MX6200, but gave incorrect password advice and did not confirm firmware or model-specific behavior, leading to confusion.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (want to rename Wi-Fi) and attempted diagnosis via router access, but failed to ask key questions about prior resets or current node status to determine root cause.
T2 Partially Met Appropriate tools / resources used conf 84%
Agent used correct URL (myrouter.info) for MX6200, which aligns with KB guidance, but did not verify firmware, check logs, or use remote tools despite customer difficulty, relying solely on verbal instructions.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect technical guidance: suggested an invalid IP address (163.170.123.0) as a password/SN reference and gave confusing, contradictory instructions regarding the admin password fields.
Communication
C1 Partially Met Clear & professional language conf 81%
Agent maintained basic call flow and attempted transitions, but long silences, repeated miscommunications, and failure to reframe after confusion indicate loss of control at key moments.
C2 Partially Met Confirmed understanding conf 83%
Agent adapted somewhat to customer’s mixed device environment but persisted with Windows-centric CMD instructions despite Chromebook use, showing partial adaptation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent stayed with the case and attempted resolution without transfer, but provided inconsistent guidance and did not fully own the outcome, especially when connectivity failed post-change.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set explicit timeline but did guide through steps and confirmed some progress; ended with open-ended 'anything else' rather than clear next steps for device reconnection.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact with no handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted for a Wi-Fi configuration issue that falls within standard L1 scope.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but did not acknowledge customer’s expressed frustration or prior troubleshooting efforts; empathy was present but generic, not tailored.
X2 Partially Met Tone & rapport conf 84%
Agent responded to customer input but failed to adjust fully for device confusion (Windows vs Chromebook), leading to repeated misunderstandings.
X3 Partially Met Overall experience conf 83%
Agent reused some customer-provided info (model, serial), but required repetition of network details and did not streamline steps, increasing customer effort.
Call Transcript117 turns · 126 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while out-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] [coins] Thank you for calling Linksys. This is Kyla. How may I help? You're welcome.
00:00
Speaker 1
wor . Can you guess? me to do that? . uh, okay. The nozzle number is MX6200. it. . uh, there are four of them. Okay, it's too small. Okay. I'll try to read it. . Okay, okay. I think I can still read it. Five. Okay, hold on. Maybe, yeah, it's better to take a picture. Okay, hold on, hold on. I'm gonna take a picture.
01:00
Speaker 2
Um ym yes sir actually we ah yes sir I can guide you but before we can proceed let me just create a record for this may I ask the model number and serial number of your dwelling device okay how many notes do you have sir Okay and how about the serial number of the main node you can take a picture sir you can take a picture and then on the picture yeah you can zoom in okay okay
01:00
Speaker 1
well hold on oh oops okay the serial number is 58 letter W 10 letter M to letter B, as in boy, V as in dog, the number one zero one one zero. One. Yeah, that's correct. Yeah. Yeah, I have four. Yeah. No, I think that I think I only have three. Okay, hold on. One, two, yeah, three. Yeah, three only.
02:00
Speaker 2
Okay, so that's five a the W for William, and then 1 0 m for Mary, number two, B for Brian, D for David, one, zero, one, one zero correct. All right. Okay, and again you have got a total of four nodes, right. Okay. Okay. Okay. And who's your internet Sher.
03:00
Speaker 1
That's uh Comcast Infinity. Okay, my number is 551-580-2359. Okay, first name is Roberto. Last name is Abdelia. Want me to spell it? Okay, R-O-B-E-R-T-O. First name is Roberto. Last name is Abdelia. The letter A as in Apple, V as in Victory, E as in Edward, T as in Thomas, R as in Robert, I as in Isaac, A as in Apple, Abdelia.
04:00
Speaker 2
ISP. Okay. Okay. can have also your phone number sir in case you get disconnected, I can call you back. Okay, how about your first name and last name? Get the Wi-Fi here. I'm yes sir that's including your first name. [silence]
04:00
Speaker 1
That's correct. Yeah. First name is river River. Okay. email address is Obert. InLin. I'm going on to shally. Owasee's an Oscar. Bhsn boy. Thsh anvote. Tians Toy. Aleasar. Larry, Aisa in Isaac. Ansen Gottici. And then Ellisen Larry. Isa in I sock? Nasea Nancy. L-L-N-L-I-N. Um, gmail.com. Yeah, I want to yeah, I want to bring it back to my original, uh uh, you know, uh network internet that I uh, you know, I produced before.
05:00
Speaker 2
okay and your first name is Roberto right okay how about how about your your email address okay okay thank you for this and information so again your concern right now is you want to like personalize your wireless settings like you want to rename it [silence]
05:00
Speaker 1
ok hold on it's white okay I'm looking at my computer now this is the desktop yeah, this Windows oh yeah, this this is I think this is 10 or 11 Windows 10 or 11 uh this is uh why today uh uh
06:00
Speaker 2
Okay, so as of now, sir, what is the color of the light on your main node? [silence] Okay, it's white. Okay, so we are going to use a device that's connected to your router. It can be a computer or a tablet. Okay. Okay. Okay. Okay. This computer, is it a desktop or is it a laptop? Okay. Okay. And I believe this is Windows computer, right? Okay. Okay. All right. So this is wireless or wired to the router?
06:00
Speaker 1
Then I can help you set up the router once we connect it.
07:00
Speaker 2
Okay. So this is wired directly to the modem, not to the lengths. Mm-hmm. Ah, okay. Okay. So on your computer right now, um, just uh, let's check first here. What's your IP address? Kaley, um, let's go to the, um, command prompt. Kaley, click on search at the bottom. Type in there CMD. Okay. type CMD Charlie Michael David. Okay.
07:00
Speaker 1
Okay. But here it appears with the listing. Okay. Hold on. If I go to, search. Yeah, it it appears. Okay. Okay. Okay. Hold on. How can I do that? Okay. Uh. Uh. Okay. Hold on. Because if I click the search, okay, at the bottom, okay, it appears, you know, all these listings, internet speed, update, version. Where can I get that? Ah, okay. CMD. CMD. Okay. CMD what?
08:00
Speaker 2
yes then type CMD that's Charlie Michael David yes type in there uh uh you type it sir you type it using a keyboard yes yes uh [silence]
08:00
Speaker 1
Okay, so it gives me a certain train administrator I p complete. IP config configuration. No, I'm nothing in the block. Yeah, when I type the same day gives me this from you know. She maybe. Yeah, the bottom the bar is this the browser. No, it's not in the browser. You know, the the search bottom at the bottom. Okay, okay. And then die.
09:00
Speaker 2
Just see MD Charlie, Michael, David. That's it. M-M. Uhu. You have to click on, on, yes. You're not, um. You're not on the black screen right. Oh, did you, um, did you type it there on the on the browser? Yeah, yeah. Okay, or how about this? Um, just open on, um, Google Chrome on your computer. Um, Google Chrome. Okay. Kindly, um, type there on the address bar. Oh, geez. Uh, fade. Um, uh, [silence] Yeah, go to, um, go to [crosstalk]. Did you?
09:00
Speaker 1
H T T PS OK hold on OK OK oh I'm sorry OK OK hold on made a mistake it's colon and then forward slash twice right OK dot import OK yeah it keeps me
10:00
Speaker 2
Okay, in the topmost of this page, click type this number. HTTPS and then colon and then forward slash forward slash. Okay? yes my router dot info yes again HTTPS colon forward slash forward slash my router dot info.
10:00
Speaker 1
Okay. Highlighted my router that info. I'm going going to click that. Okay. Yeah. Your connection is not secure. It says that. Okay. Proceed. Okay. Okay. Checking for internet. Okay. Okay. Enter your router password to proceed. Uh, no. it doesn't say. Where is it? Okay. Password.
11:00
Speaker 2
Yes. Uh yeah, press enter. OK. You have to click on advanced. And then proceed. OK. The router password, sir, is the one at the bottom of your parent node. On the parent node, there's an information, password [silence]
11:00
Speaker 1
I'll say the password and then where is it? Oh, okay. Just okay, you want me to enter the password, right? Okay. Hold on. Oh no. You know what's keeping going with hang on hang on. [silence] Okay. You want me to enter the password, right? Okay. Hold on. CAceptC C E R C E C E R C U R C U R C U R C U R C U R
12:00
Speaker 2
Again, it's at the bottom of the parent node, the main node. If you're going to check it at the bottom of the router, yes, you can try this number first, 100. That 163.170.123.0 should be on the SN or a host or a host. [silence]
12:00
Speaker 1
D-U-M-U-N-1-C-1-C. Okay, click next. Okay. Okay, and then go next, right? Okay. Guest network. Turn on guest network. Okay, just click. Okay, just click next, right? Okay. Enable ninth mode turn on those, next. Okay. Okay. Okay, yeah, yeah, it gives me the
13:00
Speaker 2
um yes oh just uh just click on no sir just click on um just turn it off if you're not using it just click on next yes uh just like turn it off then click on next and then what's on the screen now um well there is a few other um i guess like job tabs on the screen yeah and then what does it say at the top
13:00
Speaker 1
The Belopset up C35 is ready. Finish? Okay. To complete to configure advanced setting. Okay. So, have have more nodes have have more nodes to add. So, what comes next? To configure advanced setting visa WL. Okay. Your connection is not private. Okay, click that button again. Okay, and click proceed. Okay, access router. Password, okay, C Clyde
14:00
Speaker 2
Click on... No, sir? What? Yeah, click on that www.my router that info. Same thing, um... Yes? Uh-huh. OK. Oh, yeah. Same thing. The password that you just input earlier.
14:00
Speaker 1
ACE Z U.N. one click sign or reset password sign sign we updated our password to be more secure please create a new one okay we reset password okay.
15:00
Speaker 2
Signing in. OK, so it asked to change your password, sir. So this is a router password, so please click on reset or create a new password. Yes. And then create a password. [silence] OK, so is it asked to change your password? OK, so what's the next step? What's the next step?
15:00
Speaker 1
Okay. So where did that put that? Okay, the recovery key is okay, shortcut key where is that thing? Okay, hold on. Okay, the recovery key is [silence]
16:00
Speaker 2
At least 10 characters combination of, close enough.
16:00
Speaker 1
six four five nine six, four, five, nine. Incorrect. six, four, five. Nines one.z nine one okay, submit, okay? Okay, create a new password. Okay, wrong? I'm not going to that right. But it just then done okay. Okay.
17:00
Speaker 2
yes create a new password yeah no do it on the blank
17:00
Speaker 1
it doesn't say. 16. Okay. How's that? Okay, it says the admin password is required. Yeah, I did enter the password on on the black, but it says there admin. Huh? There's. Yeah, no. I click reset, but it required input on admin password. Choose a password that is secure and easy to remember. Okay. Okay. So I entered the password and I clicked the reset, but it it gives me this thing. Input is required. The admin password.
18:00
Speaker 2
Did you type the password, sir? Mm-hmm and then click on next. Did you click on next or reset?
18:00
Speaker 1
I don't know. I don't know. I have no idea. I'm sorry. So what do you mean if I erase the admin misaki? No, I did not erase because the admin password is blank. What I enter? Put that on the admin. Okay. So I have to erase that and put that on the admin
19:00
Speaker 2
sire did you changed the do trying to erase admin sir or you didn't erase it did you create make sure you did not erase admin on the top sir what about tap the password say just tap also the password the one that you type it on the bottom type it also on the top yeah
19:00
Speaker 1
The password that I created, okay? Just, just erase it first, and then put that in the Admin Password. Okay? Okay. And then click preset. What about at the bottom? I'm not gonna put any password at the bottom, because it says, there. I see password here. optional. So... as well. Okay? Just click reset. Okay? Okay. It changed the Preset.
20:00
Speaker 2
[silence] [silence] Um, yes, try that. Uh huh. [silence] [silence] Yes. At the bottom, sir, I think that's the uh, the hint, right? [silence] Yeah, that's okay, just leave it blank. [silence]
20:00
Speaker 1
okay. Okay. Wake one more. all right. okay. this command now is this okay? uh, is connected, network, value. and user okay, I'm a list. okay. it's a setup gun yes access okay. and user first thing okay. are on the right side, it said network status. okay. Wi-Fi setting device list, parental control, priority and guest access.
21:00
Speaker 2
[silence] So what's on the screen now? [silence] It says Smart Wi-Fi. Okay, I have scroll down, sir. I have scroll down at the very bottom of the page. You have the end user license agreement. [silence] You have to like scroll down at the very bottom of the page. You have to scroll down [silence]
21:00
Speaker 1
that's it that's already at the bottom oh on on the left side on the left side it says there device list yes Wi-Fi settings security and activity.. Oh, okay. Click click that.. yes, yes, yeah. okay. Oh, man. okay. okay.. okay, I did that.
22:00
Speaker 2
You scroll down, sir, you scroll down. You scroll down the page. And then, and then, sir. Yes, sir. Um, at the bottom of the page, there is like a very tiny writings. Like you have the end user license agreement. No, no, no, no, on the far right, there's an option, CA. Yeah, click on, click on CA. Okay, after you click on CA, [silence]
22:00
Speaker 1
me this q skate. Wi-Fi settings, okay, on the left side, okay. Click that. Okay. You talking about the security mode? Yeah. So, you have to change the password?
23:00
Speaker 2
[silence] and look for Wi-Fi settings. [silence] Okay, when you click on Wi-Fi settings, you can see there all the 2.4 and 5 gigahertz, right? So you have to rename. This is where we can rename say the Wi-Fi and as well as you can change the password. Yes. The security mode, just leave it to that, WPA 2, WPA 3, but the password
23:00
Speaker 1
Okay, okay, so the Wi-Fi name, you have to change it, right? Okay, I, I want to change the the Wi-Fi name, okay? Uh, from uh, build op, set up C25, okay. I'm going to do it now, right? I'm going to put the original, okay. I'm going to put back the original one, okay? Okay, and what about the password? I'm going to change the password also, right? Okay. All those three, right? Okay. Okay.
24:00
Speaker 2
uh. yeah, um, you want to change the name and the password right? yes, if you want to mm-hmm, yes. uh yes, sir. mm-hmm. yes. yes, you can. [silence]
24:00
Speaker 1
Okay I did that already all those three it's two point four. the five gigahertz band and the six gigahertz band. Okay, at the bottom. You click what? oh, apply? Okay, apply. Okay, go ahead. Okay. Okay, so you're updating the Wi-Fi. Say yes, right? Okay. Your router is applying changes. Okay. Do you know what happened? Why did it change?
25:00
Speaker 2
you click on up after you change it you click and apply apply at the bottom right yes yes just click okay [silence] um it could be possible um the router was like reset [silence]
26:00
Speaker 1
what? okay stop out of seed there is also a I mean and and outbreaks happened before I mean, but the the original network still remain the same okay not all okay so okay it came up here apply okay press apply again okay okay go ahead okay I'm I'm gonna check it okay I'm done
27:00
Speaker 2
Thats your or it could be on like there is an outage their outer has been reset or possible there's an outage that you might affect it by the outage like power outage that might reset the router. and that all the time, sir. on that on the time. Sir. Yes. Um, no, it sure you just after you click on apply just click on okay and then check now on your Wi-Fi device, if you can see now the network name that you have created. Check get on your phone or in your tablet, or if you have laptop, TV,
27:00
Speaker 1
okay drying it on the computer okay yeah now no I see it okay I I just click it right okay and then connect it okay and that password okay 16 okay pick up all six okay next oh shit oh sorry [silence] okay Is this okay? I just connected to my original network.in this app. And it says they're secured. But there's a line, you know, moving around horizontally. It doesn't say connected. Or is it still uh still doing something? [silence] [silence] Yes, yes. Am using the computer that we uh we we input all those uh information. We changed the uh the network to my original one.
28:00
Speaker 2
Okay, good. Mmhm. probably still trying to connect. Is this on the same computer that we used to change the Wi-Fi, sir? so this computer originally a Wi-Fi. [silence] Yeah, do you have another device that you can try on? [silence] Mhm.
29:00
Speaker 1
Okay, no, it, it did not ask me to, to enter the password. It says, there is connecting. It's still connecting. It's, it's not completing the, the process. Make a box. Why is it that. Okay, it's not completing. It, it, it's saying that it's connecting to make a Barks. It doesn't, it just doesn't go to. No, this is, uh, Chrome. Yeah, Chromebook. Yeah. On the right side of the, uh, the bottom the bottom. Okay, yeah. [silence]
31:00
Speaker 2
okay? this is also window this is windows? sir? okay, uh, Chromebook? okay. on the lower right hand side corner on the Wi-Fi icon, can you right click that icon, sir? then, click on network and internet. yes. yes. yes. on the bottom right, you have there the Wi-Fi icon, right? right click the icon, the Wi-Fi icon, and then they have an option there.
32:00
Speaker 1
Okay. Um, no, the problem is that, uh, okay, great and I'm not, I'm using the uh, you know, the touch, I don't have that uh mouse. That's the reason why I cannot right click. Okay. It says, okay, I just click it and then it gives me this make a bars connecting the screen capture. Okay. I don't have this not much, okay. Well, what no connection not connected to my network. Why? Okay, okay. Hold on, yeah. Uh, Bica But, what is this SSID?
33:00
Speaker 2
network and internet settings or just click on that sir what they have there um [silence] uh every single [silence] uh SSID means is the
33:00
Speaker 1
the the WIFI name okay so I have to enter it okay hold it what is PTCL loading again yeah what yeah sure hello OK bye
34:00
Speaker 2
Wi-Fi name. [silence] Did you type it up? Okay, hold on just. [silence] How about this one? Can you go to when you click on the Wi-Fi icon, there's a gear icon there like settings. [silence] Or how about when you click on the three dots? [silence]
34:00
Speaker 1
Okay. Okay. I'm gonna go to... I'm just gonna go to, uh, settings, okay? The gear? Okay. Hold on, I'm gonna close this. Okay, hold on. Okay. Where is the thing? Oh, okay. Okay. And then special wi-fi not connected and then DPM not connected. Yes. Yes. Which one do you want me to connect to?
35:00
Speaker 2
[silence] time you can see go to settings. Okay. Okay. Did you click on settings open settings, right? And then you go to Access network settings.
35:00
Speaker 1
Black. Access Network settings on the left on the left, uh, device device accessibility, accessibility system, system update. That's all I have that's all I have add connection, connection, no? Uh, network, network, network, yes. Okay, click, click that, that, that, okay, okay, that's what I, that's what I get. The Wi-Fi is not connected. What? Uh, no, no, when I click the Wi-Fi, it gives me the, no network. Yes. All all this list. And then select make a box network.
36:00
Speaker 2
Or how about network settings? How about not work? Not how about not work? When you click on network and then select Wi-Fi. When you click on Wi-Fi do you have the option? View known networks. Yeah, select unknown networks. Yes. And then click
36:00
Speaker 1
Okay, and okay. Okay, forget networks. Okay. Okay. And then, okay, and connect. uh Okay, where can I get that correct? Uh, it says there, you know, it keeps me all these network listing. uh, there's a plus. Oh, there's a lot of them, you know, Xfinity, Emby, Bill of setup 27. 1, 2, 3, 4, 5, 6. Oh, wait. There's uh, Mika Barclay's network. Do I have to click that? No, I did that.
37:00
Speaker 2
Okay. All right. Can you tell me, please? Can you click on your network name again and click on connect? How many network names do you see there right now, sir? How many? Yes, you have to click on forget, including thevelops. [silence]
37:00
Speaker 1
No, I did that already. Okay. Oh. When I? No, no, uh, after I did that, forget. It gives me these, I'm on the screen now, with this listing of my network. Okay, and Nick are part of, on the list. Okay, so, so I'm going, I'm going to choose the Nick a bar. Okay? Okay, and then, okay, join the Wi OR network. Okay. Uh, SSID, uh, I put Nick abstract. What about the security? And then the, Oh. Yeah, yeah. Okay. Okay. Okay. Okay. Hold on. Okay, will make it.
38:00
Speaker 2
Okay, you can click on that name there. And then click on connect. Yes, we need to reconnect it back to the network, to the Wi-Fi. Yes. You type the password here. You remember the password that you created on the Wi-Fi?
38:00
Speaker 1
faith. 16. Okay. can connect. Okay. I did that. it says connecting. so. network. network connection erroneous. What happened? Okay. got it. No, I'm already, oh, okay. Hold on. [silence]
39:00
Speaker 2
[silence] Okay so can we go back to your desktop sir? can we check something there? you're not on your desktop? [silence]
39:00
Speaker 1
Okay. I'm here now. Okay. Okay. uh I'm on this screen with the with the mic, oh, okay. With the Wi-Fi settings with the, okay. is that hashtag 16 mic with us. yeah, that's the name. That's the rage. Yeah, that's the name of the the the the internet. Okay. I'm sorry. I'm sorry. Okay. The
40:00
Speaker 2
okay the page that you have right now is still you still have the links of Linksys Smart Wi-Fi right okay and the Wi-Fi settings what is your Wi-Fi password so that's your name right how does your Wi-Fi password how about the Wi-Fi password
40:00
Speaker 1
The name is Nick Bartz, okay? And the password is Nick Bartz hashtag 16. Yeah. I think, yeah, this is, that is the, the, the, the, yeah, the password before. Yes. No, no. The, yeah, the same name but the password, I added the hashtag and then a 16. I think, I think the only, I think it's hashtag 16 only. I just added 16, the number. Oh, I don't know. Apply. Okay. Uh, then, then I had to go back. Where do I get that apply? I had to go back to that screen?
41:00
Speaker 2
This is your password before, right? Do they have the same name and password? [silence] okay. Can you click on apply again? You're not under Wi-Fi Settings, right?
41:00
Speaker 1
Yes.
42:00
Speaker 2
so you can see the 2.4 the 5 and the 6 then then at the bottom you have their OK cancel apply right Um, can you go back to Wi-FI settings on the left side? Click on it again. And then again, double check the Wi-FI password. Um, There's no spaces, right? Um, on the password. Okay. Okay. Okay. So let's go back to the Back now to your Chromebook. Yeah, you may try to bring it upstairs, sir. Like in case, you'd be um, uh, No, No, [silence] [silence]
42:00
Speaker 1
Okay, go ahead, okay, hello, I'm here already, okay, on the lower right okay, all, okay, open that, yes, yeah yeah, I could see that but I, it's not connected okay, so okay, you want me to, uh, choose that and then click,
45:00
Speaker 2
[silence]][silence] fast You can have a hmm... yeah Right, yeah Go again on your Wi-Fi icon In the lower Right You ([silence]) Yeah, murkl on the when you click on the Wi-Fi icon Can you see there the name of your network? the mega spark. Yeah [silence]
45:00
Speaker 1
Okay. Okay. Okay, the ID I type like a box, and then, okay, the lower column, next column is security, don't put anything there, and then the last one is the password at the bottom. Okay. Okay. No, it says there, uh, no, uh, I, when I click that icon, uh, yeah, the um, the Wi-Fi icon at the bottom, it gives me this, okay, um, um, no network, not connected, and then the screen capture shows nothing.
46:00
Speaker 2
yeah, click on that name again and then click connect. Then make sure you type, or no, no, no, sir. Let me just verify this. Can you cancel that? Do not click on the plus sign. Okay? If you are going to view, then when you click on the Wi-Fi pad, when you click on the Wi-Fi icon, it display different names for your Wi-Fi, right? Yes.
46:00
Speaker 1
you blah Bluetooth accessibility those are all the uh you know option that I have the problem is not okay okay it okay you okay you said that okay click that Wi-Fi icon at the bottom right on the right hand side okay uh and it uh I click the the Wi-Fi and it gives me this uh no networks okay the the micro bark okay is that correct [silence]
47:00
Speaker 2
you have to click on Wi-Fi otherwise.you go to network and then it will detect the name of your network right yes sure in the known network it ain't can you remove forget again Megabarks
47:00
Speaker 1
Okay. Okay. Okay. Develop. Okay. All, all, all because there are developers setup or DB that's. Okay. Okay, how do you remove that thing because okay. The problem is that. Okay. Okay, if I click the Wi-Fi, okay? And it gives me all this nonnetwork. Okay. And if I pick one of those Belop, it gives me this screen, join Wi-Fi network and then you have to enter the SINI. [silence] [silence] okay, the problem is that, okay. Uh okay, okay, Wi-Fi interface sorry. Don't exist. The wireless network interface. Interface does not exist. Please change the hardware and plug in your dongle. [silence] If you are unable to connect into the device, just slap or re plug it or slip or peg it or place it effectively. Okay. I understand. Yes, I do. Okay. Please change your hardware and plug in your dongle.
48:00
Speaker 2
be a mark there you have to remove all teens including develop yes you have to remember fall submit and as low as Marge . just uh forget say you have to click on the on-de-sign and forget
48:00
Speaker 1
Okay. Where can I find that thing? The three row? Okay. Okay. Okay. Okay. Under known networks? Okay. At the bottom? No. No, I don't. No, I don't. No, I don't see it. I don't see. I don't see. The known networks.
49:00
Speaker 2
Let me know. When you click on, you have to click on the three dots or the arrow. Sure, under no networks, you have the option for forget networks. [silence] And then under no networks, again, you can see there the name of all the networks that you have connected. OK. On each name, sir, do you have there a three dots on each name? Or it could be an arrow or it could be a more button? Next to the name? Next to the name, there's no like three dots?
49:00
Speaker 1
okay it gives me all these listing networks okay and then if i choose that i don't know maybe uh doing some wrong if i choose one of those okay it gives me this this screen SSID security and the password uh I don't know why oh I want me to close this and then uh go back again and then the okay. no uh huh uh uh uh uh on on on on uh this uh network no network. no it's it's it's only the the icon of the network and then the the security makes that's all that's all I'm seeing.
50:00
Speaker 2
yes
50:00
Speaker 1
Oh, there's an hour. Okay, there's an hour. Okay. I'm sorry. Yeah, there's an hour. I'm sorry. Okay. Now I click the arrow on the Windows OK. Okay. Oh, okay. Okay. Where it put that here. Okay, automatically connect this network, advance network and then proxy. Oh, okay. I'm sorry. Okay, on the upper upper portion for gate, yeah. That's right. Okay, I click the forget. And then I will tick all of them. You know. All right. Okay. Not connected. Okay, config. But let's see here. Okay. It's not okay. Okay.
51:00
Speaker 2
on this right side, sure. On the right side of that name. And then click on forget. Yeah. Uh-huh. When you tap on the arrow, what are the options? [silence] Yeah, look for the word up. Yeah, so like you can see there, like shall up it or Megabarks. [silence] Match box. Alright, so box, it's gonna show you the price. So you can see the price. This one has a price. [silence] Uh huh, I get it. [silence] []}
51:00
Speaker 1
Bel op set up 27. Okay, Bel op when I click the the arrow, it gives me not connected, this network is not since to your account. It doesn't say any, you know, forget, so I'm not going to do anything. This one, right? No, there's no option not connected, this network is not fixed to your account. And then advance. Uh then, then complete configure, so I'm so I'm not going to do anything on those. Okay. Okay, and then, okay, I'm going to go down the list. See if I could find any el Tribel, uh close.
52:00
Speaker 2
there's no option to forget never mind I didn't do that yes okay and then after that on the lower right hand side corner again look for the Wi-Fi icon and then it will show you nut connected click on not connected
52:00
Speaker 1
Oh boy. Why should this still I mean the ball the rucks appear again? I just forget it. Okay. And then the mic USB. And then the mic USB. Oops. I deleted that mic USB already, right? I just yeah, yeah, it's already here. Okay. So connect the Wi-Fi icon. Click that Wi-Fi. Okay. Yes. I see that. Select Name of the park. Okay. Now it's giving me this SSI when I pick that and the security and pick the password [silence]
53:00
Speaker 2
Yeah, that's okay, sir. That's okay. As long as you deleted the Megabar. Yes, and then go, yeah, click the Wi-Fi icon, then click on the icon not connected. And then you can see there, all your network names. Okay, select Megabar, and then it asks you to connect.
53:00
Speaker 1
Password. Canceled. So if I choose the Micabags, or I click the arrow, click that. Okay, I click that name. Okay. But it gives me this S SID security and password. No, that is- No, it doesn't say anything. It's just join Wi-Fi network and then at the- Join. No, it doesn't say- No. Okay, that I think that is the title of the, you know, the screen. Join Wi-Fi network. Uh, okay, allow user this device to use this network. Uh, so,
54:00
Speaker 2
No, do not Q8 the arrow. Just click on the name. Is it asking you to manually input the name? Yeah, click on join.
54:00
Speaker 1
Cancelled it? Okay. If I choose that Mica Bartz, that's the screen that came out. Yes, yeah. I'm seeing all these known networks on this list. Okay, when I clicked that, okay. When I put my N
55:00
Speaker 2
Okay, after you click on not connected, it will display, ah, it will display all the name of your network, right? And then when you click on your network name,
55:00
Speaker 1
Network name, make a box. I click it, this will come out. You know, join wifi network, that is the title, and then SSID, you have to enter the SSID, security, and the password. Yeah, it's blank. The SSID is blank, the security is blank, the password is blank. Are you okay? Oh, you want me to go back again to that. Yeah. Okay. Which one do you want me to check? [silence]
56:00
Speaker 2
So the SSID is blank. Okay, can you type the name again on that network? The SSID should be exactly the same that you type on the...that you may set up on the WiFi. No, no, so on the Chromebook right now, on the Chromebook.
56:00
Speaker 1
the okay the SSID okay SSID I put mic up arks but the security okay the security I mean there's there's PSK and then WPA or RSN WPA no no no it doesn't doesn't do anything I think it's not highlighted you know those things okay enter my password okay you want me to enter my Wi-Fi password right on the password
57:00
Speaker 2
no no no sorry yes exactly Okay security what were the options tap select WPA then tap your password no no that's the Wi-Fi password yes
57:00
Speaker 1
Okay, hold on. Okay. Okay, and then connect. Okay. Okay, it went through. Okay, so I'm going to close the screen, right? Okay. Yeah. Okay. What is your pleasure, ma'am? Yeah, give me that. Okay. I think that's everything.
58:00
Speaker 2
yes
58:00
Speaker 1
Okay, so, okay, uh, okay, I didn't get you. Do you mean to say to delete it on our Wi-Fi device, the the old the old password and then enter the new Uh huh. Okay.
59:00
Speaker 2
So, basically, what we did here is we're able now to change the Wi-Fi password, the Wi-Fi settings on your ratter. And then for your wireless devices, first is since you did not like the old password, you did not input it the same as before. So, we need to delete it on your Wi-Fi device so that they will not a conflict with the settings. Okay? So, is there anything else? Um, no, sir. And yeah, the old settings. Yes. Uh like, um, you have the same thing that we did like we go to the known networks, right? that we deleted, um, the old network name. and then we, um, reconnected to the network name again using the new password. [silence] Can you hear me? Sir, can you hear me? Uh-huh. Okay, just a moment. Okay, thank you for your time, sir. You're welcome.
59:00
Speaker 1
yeah I think it I think it's only 16 the old password is micah Barks 16 there's no hashtag okay okay let's let's okay let me uh take a look I mean I I think I have I have written somewhere else the old password oh it's it's it's uh it's the reverse it's Micah Barks 16 and then a hashtag now now the new password is Micah Barks hashtag 16 okay so I have so the new uh okay in in in in uh and an other.
60:00
Speaker 2
you mentioned before when you set up this you did not put the hashtag right yeah yes
60:00
Speaker 1
I want to pause this. This is another. Hey, free Wi-Fi? Okay. Yeah. but you can start off by talking about the pastel tree or bubblegum and then well, let's just try to yeah, go ahead. Yeah, that's because the old one is __ before the hashtag. But now I put the hashtag first before [Silence] Okay, so, okay, so the the internet on my computer and my Chromebook are already connected, right? They're, they're fine now. Okay. So it's only on other devices like the cell phone, the TV or whatever, right? connected. You know, whatever device. Okay. Uh-huh. Uh-huh. Oh, okay. So the delete it first and then entered again. That's what you're saying. Okay.
61:00
Speaker 2
Yes sir yes there isn't anything happening really I have nothing to do. OK OK so you could see a TV right? Yes whatever device you just try to reconnect um using the new password in any case it won't reconnect using the new password then that's the time that you need to delete it. Yes It's Erson Cruz that's his AD password by the way. I tried to show you protector it's just that I have to give you the ID first transaction contemplating that he wanted to change the password so I will show you later. I think that's that he will say No need.
61:00
Speaker 1
Okay. Okay, well, it takes a while. That's, that's a lot of, uh, you know, a lot of steps. I could do it by myself. And, and I thank you very much for your help and I do appreciate it, you know. I don't know what happened, you know? No, because during the time that, that this thing, you know, uh, it's not working. I tried to reset the modem a lot of times. I don't know if this my cause. What you were saying that during the out, you know, it the, the, all of a sudden, the router, uh, you know, uh, uh, name change, right? Uh-huh. Yeah, but, yeah, but the the, yes. Go ahead. I'm sorry. Go ahead.
62:00
Speaker 2
Yes. You're welcome, sir. um, yes, not all the time, sir, but sometimes that may affect that the um the settings like maybe reset the device but not all the time, okay. And by the way, uh, you mentioned that
62:00
Speaker 1
Modern. No, no, no, no, reset it. I mean, around one minute, you know, press it. The reset button on the modem. And then I did that also. Yeah, I did that also. The power? I set up the power and then restart it again, all over again. But it seems that the what, what, what I'm what is missing is that my original network is not appearing on the list. And before, I didn't realize that Dollops set up the 35C is the the router, you know, name. Yeah, yeah.
63:00
Speaker 2
you reset, what do you mean that you reset? Like you press the reset button at the back of the router or you just turn it off? Mmhm. On the modem. Mmhm. [silence] Oh, okay. Yes. Default password, yes. Actually, sir, you can check what is the default name of each node. Actually, it's at the bottom. The ones that are at the bottom.
63:00
Speaker 1
Okay. Okay. You want me to set up - because there are three nodes. There's two on downstream. You want me to look at the the setup on the other nodes? Uh-huh. Oh, reconnect. Okay, just reconnect. Yeah. Because this is, this is the - okay, this is the master node, right? It's just only relaying, right? Okay, to the other two nodes. Okay. Oh, okay. I think I think everything is okay. And I'm I'm happy that the the internet went back because I called up the the Comcast for
64:00
Speaker 2
No need sir, whatever things that you made on the, on the parent node, okay? So you have to like the child, the child that other nodes will just reconnect, okay? To the network, okay? Yes. Yes. Yes, okay. So is there anything else sir, I can assist you with?
64:00
Speaker 1
for the repairman to come into my house. And then all of a sudden that the guy that you know I spoke to, I mean just told me about this Linze. So it happens that he he found out you know that the the internet has been changed. And then he gave me these the telephone number of Linze Linze's customer service. That's why I called you back. Uh Uh uh, yeah, okay. Okay. Thank you very much. Am I have you? No, no what? Uh Carl, okay. Is there any uh uh uh how to call that uh review whatever I'll give you a nice review. Uh, okay. Thank you very much. [silence] Thank you very much, Carla. Yeah, I do appreciate it. Okay. Okay, thank you very, much for your, patience. Okay. Okay. Carla, before you, you leave. Okay, may I ask, uh, how old is my, uh, current, uh, Limpys, you know, uh, uh, system? I, I think it's a couple of years, right? This, this model? Do you know? You happen to know that? Okay. Can I give you the model? Yeah, it, I, I just gave you the model, right? Good. Always thought that's, that's pretty new. Okay. That's only two years ago. Okay? All right. Okay.
65:00
Speaker 2
it's possible there's a possibility okay so you may also visit our website you're welcome sir and you may check our website that's support|lances.com for updates okay so thank you for choosing link sir and this's karma again have a great day to you it uh... meccheck the serial number sir it was released on um... actually it was released is it the MX yes sir it was released on 2024 sir okay you're welcome okay you're welcome sir thank you you're welcome goodbye um have a great day uh hello sir uh forgot to um
66:00