V2 Rubric Detail — 4cce78be-7b8f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 12:11
Duration
69m 49s
Contact
Linda Fabre
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136501
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall73.4% (+17.4)

V2 Grader Summary

The agent conducted thorough troubleshooting and correctly identified an ISP/modem issue, providing a ticket and clear next steps. However, material technical inaccuracies (wrong URL, IP address, 5-press timing) led to T3 being Not Met, and repeated misgendering affected communication quality. The call ended without resolving the internet issue, resulting in partial resolution.

V1 Case Analysis

Customer unable to get internet; MX6200 mesh nodes offline. Tested direct modem connection, no internet (169.254.x.x). Advised ISP technician, provided ticket LTS00136501.

Troubleshooting Steps
  • Power‑cycled and reset mesh nodes
  • Attempted router UI access via myrouter.info and 192.168.1.1
  • Connected desktop directly to modem and ran ipconfig
Key Observations
  • Agent gave an incorrect local URL (myrouter.info) for an MX6200 device.
  • Multiple resets and power cycles caused inefficient call flow.
  • Agent correctly identified that the lack of internet was due to the ISP/modem and provided a clear next‑step and ticket number.
Positive Highlights
  • Collected model number, serial number, and ISP information.
  • Guided the customer to test the modem directly, correctly diagnosing the ISP side issue.
  • Created a ticket (LTS00136501) and gave the customer a clear follow‑up action.
Agent Errors / Gaps
  • Provided wrong router access URL (myrouter.info) for MX6200; correct URLs are http://192.168.1.1 or http://myrouter.local.
  • Repeatedly reset nodes without confirming prior steps, leading to unnecessary loops.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the modem/ISP is at fault and told the customer to wait for the ISP technician; internet remained down.
R2 Met Diagnostic thoroughness conf 90%
Agent performed power cycles, node resets, checked LED states, attempted router UI access, ran ipconfig, and verified WAN connection.
R3 Met Correct resolution path conf 90%
Agent identified the likely ISP/modem issue, gave the customer a ticket number and clear next-step to have the ISP check the modem.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asked for model, serial numbers, ISP name, and examined node lights before forming a diagnosis.
T2 Met Appropriate tools / resources used conf 90%
Agent guided the customer to use the command-prompt ipconfig tool and correctly interpreted the APIPA address (169.254.x.x) as evidence of no WAN connectivity.
T3 Not Met No misinformation conf 100%
Agent incorrectly directed customer to 'myrouter.info' for MX6200, stated default gateway as 192.168.1.10 (should be 192.168.1.1), and misstated 5-press timing as five times in five seconds (should be ~3 sec).
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations, kept the call focused on troubleshooting steps, and provided a ticket number before ending.
C2 Partially Met Confirmed understanding conf 85%
Agent was polite but repeatedly misgendered the customer ('sir' despite correction to 'ma'am'), indicating failure to adapt to customer's stated identity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility for the outcome, offering a ticket and follow-up instructions.
O2 Met Proactive follow-through conf 90%
Agent told the customer to wait for the ISP technician, then call back after the modem is fixed; provided ticket number for reference.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was available; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; the issue was routed to the ISP.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details are not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly apologized and expressed empathy for the customer’s frustration and time.
X2 Met Tone & rapport conf 85%
Agent maintained a courteous tone, adjusted language when needed, and kept the customer engaged throughout.
X3 Partially Met Overall experience conf 75%
Customer had to repeat serial numbers and perform multiple resets; some steps could have been handled more efficiently.
Call Transcript110 turns · 123 lines
Speaker 1
Hi. Can you hear me? Yes. It just very soft. OK. now it's better. Thank you. Um, yes. I yesterday [silence]
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored, certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. I think so much for calling me. This is Stash. Can I help you? Hello? Yes, hello. This is Stash from linksys. Yes, I can hear you. Can you hear me? So I'm going to help you then.
00:00
Speaker 1
my internet company um did an update and I didn't have service since Wednesday night uh actually it was Tuesday night because today's Thursday um and then yesterday uh I was hoping that it was everything will just come back together and um I try to use my internet and it won't come through so uh uh of course I called sex from that station and they were like well it should be done because we're we completed our path still about 5:00 o'clock yesterday evening and I said but my internet is still not working and they're like well all we can do is send somebody over at 2:00 o'clock this afternoon but I started investigating myself and it looks like my um Two of my link, two of my nodes are not communicating with the main one, so it's not connecting internet or anything. So I started, I pulled up the the app, and it looked like one was the had the most problems, and I've been trying to reset it and everything else, and it's not working. Okay, I'm going to turn your, the volume up again. It's very low. Um, let me see. It looks like it's It says offline, 0, 1, 2, 4, 8. Oh, what's the model number I have? Let's see. I can find that on them on on the device itself, correct? Okay. Let me take a picture of it underneath. Oh, the model number is MX 6200.
01:00
Speaker 2
what's the model number for Lindsay's device? Yeah, telephone number.
03:00
Speaker 1
The serial number of the one that's not working or the main one. Excuse me, of any of them. Okay. Okay. Again, I'm sorry, I'm having a hard time hearing you. I'm gonna get my glasses. Just a moment. Okay, I found my glasses. Just a moment.
04:00
Speaker 2
Yeah, about the zero number. Yeah sure. Just any of the notes. Yeah.
04:00
Speaker 1
All right. Wow. It's so slow I have to take a picture of it, man. Go down. Sam. My server provider spectrum. Okay. The serial number to the main one is 58 W.10. M.21 E.0.002724.
05:00
Speaker 2
By the way, while waiting, may I know who's your internet service provider?
05:00
Speaker 1
three. Yes, Linda Fabry. That's F like Frank, A Apple, B boy, R Robert, E ele, and I think you guys have my Gmail account. So it's Linda Fabry to dot 77 at Gmail.com. the 3 that dot 77@gmail.com. Excuse me? Okay. The main one is want
06:00
Speaker 2
How many nodes? You have in total. Can I have your full name and your email? Hughes and 7.7. Com. Okay, so what's the light indicator of the, of the nodes? What is the light indicator of the node now?
06:00
Speaker 1
White. And if I go downstairs to the other one. The second one is red. Flushing red. And then the third one. To the other far room. Yes, I can disconnect and take them up. The other one is red. Yes. Well, one apparently is according to my app. But it's still showing red. So. And the other one is showing red.
07:00
Speaker 2
how about this one can you bring all the child nodes that are not connected directly to near to the parent remote okay so bring the two of them right next to the parent so technically um the internet is working um it's just
07:00
Speaker 1
going offline. Okay, I'm kidding. No, the Wi-Fi is not working at all. Yeah, it's showing white, but there's no Wi-Fi in the house still, even though it's showing them right. Yes, it says no internet. My phone, my computer, my TV. I'm just walking upstairs, man, I have a large house.
08:00
Speaker 2
yeah, but whenever you connect to the Wi-Fi, you can go online, right? Okay. Okay, because I just need to verify because you said that the parent mode is showing white to which means it's online. So if you connect to the Wi-Fi, what will what will it say? is it say no internet? Okay, we were able to bring the nodes right next to the parent.
08:00
Speaker 1
I'm just getting upstairs. And you want me to put it in the plug, please? Is that what you want both of them? Sure. Okay. Okay, I put one in and it's blue. And I'm putting the other one in. And it's also blue. Let's repeat that again. Okay. So take out the plug of the parent. [silence]
09:00
Speaker 2
Power Rateon. Yes, you have to power it on. OK, let's reboot the parent node then. Unplug and re-plug the parent node. We are going to reboot the parent note. So power cycle you unplug or turn it off. You disconnect the power adapter from the power source and then you power it back on. Yes, the power adapter.
09:00
Speaker 1
I took out the power adapter of a pair. How long do I keep it out? Okay, put it back in. Okay, it's blue. The other two children, they are blinking blue. And as well as the parent now. All of them are blinking blue. still blinking blue. Okay, the parent turned red, One of the children turn red and is blinking. The parent is solid red. And the other child is blinking red now. The two children are still blinking red. The parent is just showing a solid red. [silence]
10:00
Speaker 2
Let's light indicate of the parent node. [silence] Okay, let me know once the parent node turns solid white. And while waiting, let us reset the child node. Press the reset button until the light turns off and turns [silence]
12:00
Speaker 1
okay. after they stop blinking red you.OK. OK. so I reset all three. OK. bilateral reset. okay. let's see. once I reset one of them, the. the parent turned white, a solid white. and the. the other child, both of them are still blinking red.
13:00
Speaker 2
Solid blue. Again, you press and hold the reset button. No. Reset it now. They will not stop blinking. red. Oh, the child nodes only. Okay. Alright. Okay,
13:00
Speaker 1
chill hold them until it turns late okay okay I'm using one of the children and I'm still pushing the reset and it's still blinking red okay so did my finger let him all right that's it in
14:00
Speaker 2
sensory, so this has been successful, so yeah, you're just pressing the button. Until the light turns on and stays on. Now, press until the light turns blue. [silence] use a pin or a sharp pointed object to press the reset button. [silence]
14:00
Speaker 1
Okay. I'm using a pen and it's darker. Okay. It went dark dark. So pushing the child is just, okay. Now that one turned blue. I'm going to use the other pin on the other second part. It's gone dark. Now it's blue. The first child is blinking blue and the other child is solid blue. So it just went dark again. No. They're both Blinking blue. You want them solid blue? OK. OK, let me look at the app. the
15:00
Speaker 2
Okay, let's wait for them to turn solid blue. Okay. Yes, let's just wait for them to fully boot up. rebooting right now. What does it say on the app by the way? Did it show the internet is online or it says offline? [silence]
16:00
Speaker 1
I'm saying my connection is not. Says if I'm not collecting. So it's buffering. Okay. It's showing that two children are offline. The inter. The internet the very top it's kind of dark the little globe next to the word internet. Go for that word. I named it. Willie L. There's a blue dot that's under Willie L that says the internet is online.
17:00
Speaker 2
But it shows Internet is online, right? [silence] So when you go to the dashboard, what does it say? Does it say Internet online? [silence] By the way, what's the Wi-Fi name that you named your Wi-Fi? [silence]
17:00
Speaker 1
Say that again, ma'am? Yes, it says my modem is saying it's online and it's powered on. The Wi-Fi I'm connected to is still showing willing20205, on the phone. Okay, hold on. I've got too many tabs open.
18:00
Speaker 2
okay, are you connected to that network then? I? are you connected to your WIFI network? okay. what's so What is the WI-Fi name that you're connected to right now? okay. Now, try to open up a YouTube or a browser and try to browse them websites. There is nothing as
18:00
Speaker 1
YouTube, maybe. It's not opening. Yeah, I'm trying to I'll just do Google. It's not opening. No, it's not even [silence]
19:00
Speaker 2
Try to open up a browser. Is it just loading?
19:00
Speaker 1
Yeah, it's not even trying to load. It's just not doing anything on my phone. Yes, right here. Turn it on. Try it and then opening it again. Looks like turning it on for some reason. Open. Okay, got it up. Let me sign in. And on my phone, it went to YouTube, but nothing is showing. But on my computer, it's trying to load. The children are solid blue now. But nothing else. Oh, well, it's trying to load, but it's not. Nothing's coming up. Let me see if I can go. Google. Nothing. But it's grayscale. It's not opening the tab of google. [silence]
20:00
Speaker 2
did you connect it to the Wi-Fi already? Were you able to connect your computer to the Wi-Fi? It should be on the Wi-Fi settings. No, not Google. Go to Wi-Fi settings of the computer to connect to the Wi-Fi. So, can you see the Wi-Fi icon at the bottom right corner of the screen? Okay? Hello, can you hear me?
21:00
Speaker 1
Oh, it's nothing. Nothing's coming up on the computer. Okay. Let me see. I'm gonna go to my settings. [silence] Settings. [silence] That work?
22:00
Speaker 2
and hello hello can you hear me hello hello sir can you hear me [silence] okay yes you have to connect your computer to the Wi-Fi
22:00
Speaker 1
I think the Wi-Fi is on. It's saying it's on, but it's not. Okay, let me see what that looks. It's showing. Okay. There's Willi connect. Um, my password. Okay, it looks like it's trying to connect to Willi-L. Um, It's saying it's connected. key and see if I can go to some something. The tab is only off, it's not going anywhere. I put in a new tab. [silence]
23:00
Speaker 2
Okay. then open up a browser now. All right. so about this one. on the address bar, you type in my router dot info.
24:00
Speaker 1
nothing is loading now no matter what I type in and the two children are still solid blue running well to go so and I can't hear you for some reason I tried Google search and save that again my router info [silence]
25:00
Speaker 2
Again, sir, you type in on the address bar. My router dot info. My router dot info. There should be a dot.
25:00
Speaker 1
('robot's tr My router tr My router.info doesn't support a secure connection. Um with a My router guides me to do it on a you know a tab. Right. Let me See let me
26:00
Speaker 2
myrouter.info okay what does it say now where did you type in the did you type in myrouter.info on the address bars uh Linda yes it's the long bar at the top of the screen how about this one you try 192.168.
26:00
Speaker 1
Okay, let me get out of this. Okay, repeat that again. One. One. One, one, one, one, one, two, one, two. Yes, dot. One, six, eight, dot, one, dot, five. [silence] It's just buffing. It says let AMD software access your precise location,
27:00
Speaker 2
The IP address one nine two point one nine two dot one six eight dot one dot one zero is given.
27:00
Speaker 1
All right. Can you what the router, I mean the address? Okay. I was trying to find my setting again. It's not showing up. Let's see. Okay. Okay. Open up my wife. All right. Do I?
28:00
Speaker 2
go to the, Wi-Fi settings of the computer again and let's verify what's the IP address of your router since we are not able to access it via any website that we try. So, click on, you go to, to go back to the Wi-Fi settings, please. Thank you.
28:00
Speaker 1
I show the properties or Okay. All right, let's see if not. Okay, where is it? Okay, it's saying a lot. I don't see, where it's saying the address. Oh. Okay, it says 192.170.1.96.
29:00
Speaker 2
Yes, properties. IP V4 address. Okay. Well, it seems that we are able to access the right IP address. So technically the default gateway there is 192.168.1.1.
29:00
Speaker 1
Yeah, well, default, Yes, I'm trying to. I'm using. I was trying to use Google, but. Okay. God yeah,
30:00
Speaker 2
Okay. What browser are you using by the way? [silence] Hello? What browser are you using, uh, Linda? Okay, then go back to Google Chrome. Okay, now on the address bar, you type in 192. Do not type in the numbers on the search bar. There is a long bar at the top of the screen where you can see the
30:00
Speaker 1
It's just gray scale man. It's not going anywhere. And it's buffering on the new tab. OK, hold on. It's saying it can't be reached. OK, let me go back. OK http S.
31:00
Speaker 2
It's 192.168.1.10. How about you put https colon?
31:00
Speaker 1
colon, forward slash, forward slash, hold on. Forward slash. Forward slash, OK. Forward slash, forward slash. [silence] [silence] [silence] [silence] It said, your connection is not private. [silence] Events, OK. This server could not prove that it is 192.168.1.1.
32:00
Speaker 2
Column Forward slash Forward slash Okay. And then And then one nine two point one six eight Point one point one Which goes to the way down and click advance There's an option to proceed and save. What is it say? Can you read all the information on the page? [silence]
32:00
Speaker 1
a new page. Okay, well, I don't know how to just refresh the page without closing it. Okay, quoting the left side, is there a
34:00
Speaker 2
Can you try to refresh the page? Do not open a new page. Just refresh the page. There is a circling arrow on the left side of the address bar.
34:00
Speaker 1
okay, it's circling the arrow. No, it's not. 192.1 68. dot one dot one.
35:00
Speaker 2
This is a circling arrow, that's the refresh button. Okay, then just type in again, "https" colon 192.168.1.1. again, "https" colon, forward slash, https://192.168.1.1. Yeah, well, if that's the case, then let us just try to swap in nose. We will configure a new parent node. Get one of the parent child node. Connect it directly to your Spectran modem. So technically, you'll have to disconnect this parent node. Disconnect the parent node and set it aside.
35:00
Speaker 1
system on that connecting all that contents oh okay still solid blue it just went dark yes and it's blinking blue yes i'm there and fine it's it's connected all the parts and it's Right. I have the, the white one on top, the yellow in the middle, and then the power.
37:00
Speaker 2
Okay, so it's connected now directly to the modem. Okay, can you verify if it's on the internet port? Okay, just make sure that it's on the internet port, because at the back of the links, it's a specific port for internet.
37:00
Speaker 1
But now. Yes. Just the yellow port and the power are all three. The yellow port is connected directly to the wall. Yes, I have a modem, but it's a white connection. Yes. Yes.
38:00
Speaker 2
Okay, so you connect it on the Yellow port. No, just the Yellow port. It should be connected directly to the modem. It should be because we are going on to connect this to set up this node as the parent node. So it should be connected directly to your modem. Do you have a modem? Okay. All right. So technically you disconnected the parent node right? and you set it aside. Now you're trying to connect this node directly to the modem. So the same cable that you use to connect the parent node you
38:00
Speaker 1
Yes, but it's a white one that's connected directly to the modem. [silence] Right, I I understand that. But my internet is a yellow cable that is connected from. Okay, I have to go all the way behind.
39:00
Speaker 2
The other end of that cable is connected to the modem right okay so that cable you connect that on the internet port of the linksys node yeah. So on that linksys node there's a specific port for internet it's labeled internet well let me just.
39:00
Speaker 1
Well, is on. Well, I did exactly. Disconnected what it was before. But you're also telling me the yellow one should be directly connected to. Yes. Yes. I did.
40:00
Speaker 2
Make it simple, sir. Because there's no some severe or extreme change that we are go that we will do all you need to do. Is disconnect the old parent node and connect this node where the parent node was connected before. Now what I mean, sir? What I mean, Linda is that the~ there's a yellow port at the back of the Linksys device. It's labeled Net. That's what I mean. I mean, you connect the Ethernet cable directly to that port. Okay. Now what's the light indicate?
40:00
Speaker 1
It's still showing blue, violet blue, no change. Okay. Okay, it just turned white, solid white. It's blinking now, white.
41:00
Speaker 2
Okay, now you press the reset button five times within five seconds. So it's going to be press-release one, press-release two, press-release three, and press-release four and then press-release five.
41:00
Speaker 1
feeling right. And the other child is still blue. Again, the parent now is blinking white. And the one child is still blue, solid blue.
42:00
Speaker 2
Okay, just closely observe the light indicator.
42:00
Speaker 1
The child, the child is blinking, blinking blue slowly. They're blinking white, blinking white, both of them. Still blinking white, blinking white, still blinking white, both of them. Both are still blinking.
43:00
Speaker 2
Okay, so just wait for the new parent node to turn solid white. And while waiting, please check if you can connect to the default wifi name of that new parent node.
46:00
Speaker 1
the parents just turned red solid both of them are solid red in full solid still solid red yes unplugged both of them unplug and okay unplugged how long uh unplugged plugged plugged um
47:00
Speaker 2
Okay about this one, you turn off the parent node as well as the modem. You Unplug the power adapters. I Turn off both the parent node and the modem. [silence] Yes. [silence] All right, just unplug and then replug the main uh the modem, wait for the modem to [silence]
48:00
Speaker 1
sure. replug the modem until it re. powers before I do the motor before I do the. nozzle. there. yeah. okay the modem is showing the power. when I was talking to spectrum, that's why they were sending somebody later, uh, they said that sometimes when they do upgrades throughout the community, sometimes the, uh, their equipment has to be replaced. but their equipment, they didn't.
49:00
Speaker 2
wait you to boot up before you power on the link sys. yes [silence] we have a way for that. We just try to set it. Did your uh did the internet service provider visited your house? [silence]
49:00
Speaker 1
they didn't come to my house. It was something they upgraded through the community in my area. It was supposed to be like a one day event. It's now turned into a two. Yeah, they will come to my home at 2:00 this afternoon, but I wanted to be sure. Excuse me? Right. What I was trying to be sure that's why I called this morning, I wanted to be sure that there's not a problem with my home, you know, my my routers because they have nothing to do with these routers and then I don't want them to say well, nothing we can do. I wanted to be sure my
50:00
Speaker 2
Wait, you said a while ago that they will visit your home to check on your device, right? technically they have. So if that's the case then we will just try to set this up. The link is up. If it will not go online then we'll let your internet service provider check on your on their device.
50:00
Speaker 1
know, the, nods are working, but it was showing one was not connecting at all, so that's why I called this morning for you to take me through this process to be sure that it's okay. Okay, the um, is saying online, but it's kind of blinking a little bit, so I gotta wait for it to stop blinking. And now I'm wondering if knowing that they were going to upgrade their whole system, if I should have disconnected my my modules, because, you know, I don't know what it did to the damage their equipment or my equipment so okay I'm connecting cause it's I connected the parent this is solid on the modem it's blinking blue in the child is blinking red but I haven't been able to use my phone for any searches or anything I can call people but that limited my computer's down my TV's down TV's I mean it's horrible[silence] And they're claiming the system is up, but it's clearly not, so, um, I will look forward to their technician to come to my home at two o'clock. But like I said, I wanted to be sure. My modules were working right then don't want them to say, to me, well, it's not our problem, it's yours. And my modules were working perfectly before this event. Still blinking blue with the link serve. Oh, they always tell me that it's not their product.
51:00
Speaker 2
well actually sir if your internet service provider will change your modem we'll have to do the same process again
53:00
Speaker 1
and I'm not using their routers, so I'll see what this technician says, but in the past, they wouldn't touch it. So, I had to call you guys and go through this process. Um, anyways, a solid red and then the child is blinking red. sorry. The, um, parent is red. sorry. Am I capable of what? [silence]
54:00
Speaker 2
Okay, so the parent node is now solid red. Okay, let's give it three minutes. Uh by the way, is your computer capable of wired connection? Wired connection to the pair uh to wired connection on the computer, like uh if your computer can.
54:00
Speaker 1
no, no, I have it on wifi, everything, no, I, no, when they redid my flooring, they redid everything that was removed, my internet port on my, um, right, it's connected, the internet is connected to the directly from my computer to my, um, router, it's not connected to the wall. [silence]
55:00
Speaker 2
capable of land connection. So there is no Ethernet port. You mean the internet port on your laptop is removed? No, no. On the on the computer itself. so is the computer uh is the computer a desktop or it's a laptop.
55:00
Speaker 1
it's a desktop, yes, yes, both of them now, okay, so, disconnected from the parent, and then, okay, the other end to the modem is connected to the computer, I mean, but,
56:00
Speaker 2
Is it near your modem? Okay. Yeah, that's our most solid bet. IS the node still solid red? Okay um. Can we try to bite pass just your partner uh the new and then the links device and let's connect your computer directly to the modem so we can verify if your modem is really online. And then connect it directly to your computer. Says the computer. What do you mean? So the computer is connected the
56:00
Speaker 1
Yeah, it's connected directly to the. Okay, okay. I'm telling you, it hadn't been. So I'm going to disconnect what I have here on my modem, and then my. Okay, the other one it's always been to my computer, so I'm just going to connect it to the modem. Bye. Ah, there's only three ports on the modem. There's the power, there's the internet, and then there's
57:00
Speaker 2
No, the computer should be connected directly to the modem so we can verify if the modem is online. Now, disconnect the connection that connects to the Linksys and connect it directly to your computer. How many ports do you have on the modem, by the way? [silence]
57:00
Speaker 1
a cable. So I just connected and it's kind of blinking. Just saying it's online. So you want me to go back to my computer? Right. Okay. Yeah. I just turned on my computer again because it went into it. This call will be recorded. I don't know why I have this recording. This call is no longer being recorded. Okay. Are you there? Okay. It was recording our conversation. I don't know why. Okay, I'm asking.
58:00
Speaker 2
okay alright so technically right now the computer is connected to the modem not to the Linksys right okay try to check if you can go online on your computer [silence] yeah.
58:00
Speaker 1
In it to reload. It's not doing anything. Go to my Google. Uh, it's not doing anything. Let me go to settings. Yeah. Yeah, I'm doing that. [silence]
59:00
Speaker 2
So there's no internet? When you try to get online, uh, let's go to ethernet settings. Okay, and let's check the IPv4 address.
59:00
Speaker 1
It's not even showing my Wi-Fi name anymore, so. Okay. Looks like the problem is Spectrum. It's not showing anything. It says internet, Ethernet is not connected. And then it says my internet, my network is not connect, my internet is, my computer is not connected to any network.
60:00
Speaker 2
Okay, what's the IPV for address that you get when you're connected to the modem? What does it say? Did it say not connected or what? Okay, alright, so it shows in the ESA net that it says not, uh it's not connected, so let's verify, let's trace the cable. Uh, so right now, the parent.
60:00
Speaker 1
Yes. Correct. It is not. C. command. What? Wait a minute. Search bar. It's CMD. Like CM. Like C. Like David. All right? Charles. Mary. David. It says command. Prompt. Microsoft Windows.
61:00
Speaker 2
Linksys node has been disconnected from the modem. Correct. Okay. And the cable that goes to the Linksys device is now connected to the computer. Connect. Correct. Okay. How about you open command prompt on your computer. Command prompt. So on the search bar at the bottom, you just see CMD. M D. Yes. Okay.
61:00
Speaker 1
sees users and it's just sitting yeah command prompt nothing is coming up it's a black screen and it's only saying Microsoft Windows version 10 I type in user what I can you spell console for me please C-O-N-S-O-L-E CONSOL.
62:00
Speaker 2
Kill the command prompt, you click on the CMD and it will show you the black pop up screen. Okay, then type in there IP config. IP, IP config. C-O-N-F-I-G.
62:00
Speaker 1
O. She, the. Saying you know, the support agent step close in american phase. Okay. IP letter. Oh, let me try one more time.
63:00
Speaker 2
My configuration, IP config. And then, what do you type in? um, uh, it should be f our frank. Yes. It should be I P.
63:00
Speaker 1
Okay, it's a long list of stuff. Connection, what do you want me to read? Okay, I see that. What do you mean? Okay, IPv for address is 169.254.64.117.
64:00
Speaker 2
India Papa. Charlie. Oscar. Nancy. Yes. Charlie. India. Golf. Okay, look for eSenet adapter eSenet. All right, then tell me what's the IPV for. Well, if that's the case, this is
64:00
Speaker 1
[silence] okay, and that's what them original guys said over the phone, that that's probably what happened when they did all the upgrading, it probably burnt out the modem, Uh, but I wanted to be sure that they won't tell me when they come at 2:00 that it's the problem is my routers. I want to be sure that, ma'am. My name is Linda. It's not ma'am. It's not sir. It's ma'am, but go ahead. I have a deep voice. Yes. Okay.
65:00
Speaker 2
Ahem. It's an invalid IP address, which means that your modem doesn't have internet connection. I guess you'll have to call your Internet Service Provider and let them check your modem. Okay. Well, sir. Okay, so first thing, sir, I just wanted to, yeah, sorry. Ah, sorry, sorry. Yeah, sorry, I'm so sorry. And I apologize for taking so much of your time and um
65:00
Speaker 1
Okay. Okay, I will make sure after he comes at 2:00. You guys close at what time, Eastern Standard Time? Okay, so that's 8:00 your time. Okay, I'm good with that. So right now, so do I just disconnect all the the oh? Okay. Okay, hold on. Let me get something to write with.
66:00
Speaker 2
Actually, once your modem technician comes to your home and probably changes your modem, you have to call us back so that we can fix the router, okay? Just make sure that your modem will be online. 11:00 p.m. Eastern time. Yeah, it's yes. Just leave it there and just call us back whenever you have your modem changed, okay? I will leave you a ticket number for your reference when you call us.
66:00
Speaker 1
Do I reconnect everything the way it was before we got started or leave it as it is? Okay. All right. I'm ready for the ticket number. L. T. F. 001. 3, 6, 5, 0, 1. Okay. L, like in Linda. T as in palm. F as in Sam. 001. 365. 01. Okay. Thank you. I knew it was going to take time. That's why I woke up 5:00 my time. [silence]
67:00
Speaker 2
Okay, just leave it as it is. Okay, so this is going to be LTS 001 36501 yes.
67:00
Speaker 1
call you guys at 8:10 or whatever I did. And then go through this process. I just want to be sure that it wasn't the uh linkers. That's the problem. But when I talked to spectrum yesterday and after it was supposed to have been rebooted, they kept claiming it was working and I said it's not. So, they're sending a a person, but they sent me a text saying your your um service should be working. Please call us back to cancel. And I'm not calling them to cancel. I'm going to call them to confirm. It's not working. But I wanted to go through this process with you, so you didn't take a lot of my time. I planned for the time uh to be sure that it wasn't my modem. Um, I mean, my router. [silence]
68:00
Speaker 2
Okay. So, here's just the thing. You can tell them, you can tell them that we connected to [silence]
68:00
Speaker 1
Okay. Okay, I'll check it. Yeah. Okay. So I'm gonna leave it like it is and show them that on the computer, that it's not even showing the correct address. So, thank you, ma'am. I appreciate it and I have the ticket number and I'll call back once it's connected, once the modem is connected to my service. Okay. Thank you. All right. All right. Thank you for your time, too. Appreciate it. Bye-bye.
69:00
Speaker 2
Computer directly to your modem and you are not getting internet so that they will come to your home and change your modem or check your modem. Okay. Yes. Yes. Okay. Yes. You're welcome and thank you for your time, Linda. Have a good day. You too, bye bye.
69:00