V2 Rubric Detail — 4d2f46d4-7a64-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 00:31
Duration
72m 1s
Contact
Scott Cisco
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#TE00136294
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100 - intermittent disconnection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical0.00/5
Communication0.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall38.1% (+10.1)

V2 Grader Summary

The agent made reasonable troubleshooting attempts but provided materially incorrect technical guidance for the LN1100 Cognitive Mesh system, including wrong LED interpretation and invalid 5-press reset instruction. Despite poor communication and diagnostic gaps, escalation to L2 with clear next steps was appropriate. No auto-zero applies as no critical compliance failure occurred.

V1 Case Analysis

Customer reports intermittent internet on LN1100 mesh; parent node flashing red/blue. Agent incorrectly advised 5-press method, performed multiple resets, failed to verify WAN connection, and escalated after app setup loop. No resolution achieved.

Troubleshooting Steps
  • Asked for model/serial number
  • Instructed 30-second reset of parent and child nodes
  • Provided (incorrect) 5-press pairing instructions
  • Attempted to guide through Linksys app setup
  • Escalated to Level-2 support
Key Observations
  • Agent advised 5-press method on LN1100, which is not supported — only Pair button method is valid for Cognitive Mesh nodes.
  • Agent misinterpreted LED behavior: claimed solid blue means 'ready for setup' ([35:00]), but for LN1100 (Cognitive Mesh), solid white = online, solid red = error.
  • Failed to collect model and serial number despite customer attempting to provide them.
  • Provided contradictory and looping instructions, including multiple resets and app setup attempts without validating progress.
  • Did not verify modem's internet light or physical WAN cable connection — critical step missing from troubleshooting.
Positive Highlights
  • Agent recognized the need to have child nodes nearby during parent reset ([04:00]).
  • Escalated the case to Level-2 support with a clear callback window ([68:00]), providing a concrete next step.
Agent Errors / Gaps
  • Advised 5-press pairing method on LN1100, which is a Cognitive Mesh model and only supports the Pair button method (per led_cog_mesh_group_b_ln11xx and adjacent_device_setup_scenarios.md).
  • Misinterpreted LED status: stated 'blue means the router is ready for setup' ([35:00]), but for LN1100 (Cognitive Mesh), solid white indicates online operation; solid blue is not a valid state for this model in normal operation.
  • Failed to collect product model and serial number despite customer attempting to provide them ([02:00]–[03:00]).
  • Did not verify the modem's WAN connection status or check if the modem had a solid internet light before proceeding with router resets.
  • Provided incorrect app guidance: directed customer to 'Linksys Smart Wi-Fi' app, but LN1100 uses the standard Linksys app for Cognitive Mesh (per KB references).
  • Performed multiple resets without validating outcomes, leading to looping and customer frustration.
  • Incorrectly claimed the 5-press method would allow routers to 'talk to each other' ([16:00]), which is false — 5-press is an escalation/debug tool, not a pairing method for Cognitive Mesh.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call with no internet and frustration, relying on promised L2 callback; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed resets, power cycling, and node proximity steps but skipped key diagnostics like WAN port check, firmware status, or modem logs.
R3 Met Correct resolution path conf 95%
After multiple failed attempts and persistent hardware-like symptoms, escalation to L2 was correct given L1 limitations and out-of-warranty best-effort troubleshooting was attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify LN1100 as Cognitive Mesh, misdiagnosed blue LED as 'ready for setup' (should be white), and did not assess WAN connectivity properly.
T2 Not Met Appropriate tools / resources used conf 95%
No use of remote tools, admin UI, or logs despite complex mesh issue requiring deeper diagnostics beyond customer actions.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated blue solid means 'ready for setup' on LN1100 (Cognitive Mesh uses solid white) and instructed 5-press reset on a model that uses Pair button, not 5-press method.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent long silences, abrupt transitions, and failure to reorient after confusion (e.g., app setup loop) showed loss of call control.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent terminology (e.g., 'mother node', 'big one') and did not adapt to customer’s confusion or frustration, continuing scripted steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on case, performed multiple troubleshooting steps, and only escalated after attempting resets and reconfiguration.
O2 Met Proactive follow-through conf 95%
Provided clear next step: L2 callback within 10–15 minutes, with specific number and assurance of better tools and procedures.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation followed reasonable L1 effort: resets, reboots, setup attempts failed, and issue persisted — valid trigger for L2 involvement.
E2 Met Escalation prep & handoff conf 95%
Agent communicated escalation path, callback timeframe (10–15 min), phone number, and reason (senior tech has better tools).
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Customer expressed frustration ('dude man you're making this harder') and felt system was wiped, but agent offered no empathy or apology.
X2 Not Met Tone & rapport conf 95%
Agent continued same approach despite customer confusion and irritation, failing to adjust pace, tone, or method.
X3 Not Met Overall experience conf 95%
Customer repeated app steps multiple times, performed unnecessary resets, and struggled with redundant instructions, increasing effort.
Call Transcript120 turns · 125 lines
Speaker 1
[silence] Welcome to [silence] [silence] Yes, Scott Cisco. [silence] [silence] Well, I just got one of your routers probably about three weeks ago, maybe four and everything seemed to been working fine and now it just keeps going on and off. And I've done had the cable company and they say that my modem is pinging good and everything is [silence]
00:00
Speaker 2
Welcome to Lynx's 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. Thank you for calling Lynx's support. My name is Nathan. May I know who am I speaking to? Scott Sco. How can I help you Scott? [silence]
00:00
Speaker 1
Showing good. They've reset it twice. Uh, I have turned the router on and off a couple of times and then it seems to connect and then right now it's basically out again. What color is what? Yeah, well, it it's kind of white. It's white right now and it's showing that I I'm connected. But my TV just keeps going in and out and then it keeps and then my phone will say no internet connection. I just have to my TV just keeps popping off. My wife's phone, you know, it's all doing the same thing. Um,
01:00
Speaker 2
Tell me what is the color of the lights on your router? Is it red? White? Blue? Magenta? [silence] [silence] There is a light. What is the color of the light? uh [silence] [silence] Yes. [silence] [silence] Tell me a model and serial number of your router.
01:00
Speaker 1
Or will that be just on the rutters? With this model, it is, uh, a, a router. What do you want the, the The serial? It's, uh, uh, uh, uh, uh, uh, uh, uh, uh.
02:00
Speaker 2
No. I want the router itself, turn it upside down. Yes. serial number. Okay, let me take a look
02:00
Speaker 1
And I even changed the ethernet cable, you know. And I just got this thing. Say that one more time. I only got one cable going into it. Well, it's got two little repeaters, you know what I mean? No, just one big one and two, and two, yeah.
03:00
Speaker 2
Mm-hmm. It's okay. You have three of this one, right? Two more child nodes or one? LN 1100 comes into three a package three two or one unit. How many do you have? You don't have a satellite of the LN 1100, right? Yeah, that one. Yes, that's the child node, that's what I'm asking. So you have three of this one, one, big one, the mother, then the two child. Okay. Three. You had three. All right. Can you bring the two other child nodes nearby? Can you bring them up? The reason is if we configure the mother node, the child nodes should be nearby so that they can get the update. If we don't get them nearby, we change something in the mother node, the two child nodes will be disconnected forever. They will not reconnect. And then we need to go back again and restart all over. Sure. I will stay in the line.
03:00
Speaker 1
You're still there? All right. Can I plug them in in the same room? Because I don't have any more rooms. Oh, crap. I don't know if I'm going to be able to do that. Hold on. Might not be five, it might be six or seven. Mmm.
06:00
Speaker 2
They have here. Yes, they have. As long as they are within the five feet range, they're good. Okay, that's okay. Within ten, that should be [silence]
06:00
Speaker 1
Okay, now they're showing, lit up blue, right, now well, they just went out but my, my, main one is, uh, just showing red. Do what?
07:00
Speaker 2
[silence] It's showing red. Anyway, let's wait for the child node to become stable. Let's wait for the child node and then wake up once it's stable.
07:00
Speaker 1
[silence] Do I need to turn my net The light on the router itself is is red. The little ones are showing well, they're showing blue right now, but I don't know why that is because they were red. Hold on, let me get something to push in on it because I can't get my finger in there.
08:00
Speaker 2
The light to become stable. tell me the light. Tell me the... red. How about the two child nodes? That's okay. That's okay. That's okay. Now, I need you to go to the mother node. and then press the reset button. and hold it for three zero. 30 seconds. I'll also read the chains of the node more than you do?
08:00
Speaker 1
Am I going to have to reset all my Internet and everything?
10:00
Speaker 2
until we come blue. Yes, and then we will restore everything. Right now, you don't have internet. That's why you have a red and disconnection. It's not stable. Okay. That's okaye. Now, on the child node, press the reset button and hold it for 30 seconds, both one at a time. The little ones. They're...
10:00
Speaker 1
The little the little ones. One at a time. One at a time. Okay. All right. That's one of them.
11:00
Speaker 2
Yes, yes, press the reset button 30 seconds each.
11:00
Speaker 1
Alright, that's that one. [silence] Yeah, they're all solid blue right now. Well now, they're going in and out. Alright, hold on a second.
12:00
Speaker 2
How was it? Tell me the color of the child node. Okay The objective is to make the mother blue and the two child nodes solid blue as well Make all of them solid blue and then we can proceed Oh
12:00
Speaker 1
The little ones are kind of going in and out. What? That normal? Now the big box keeps fading in and out. Now it just one of it. Ooh, one of them. All right. I got blue lights on my little ones, but nothing on the big one.
13:00
Speaker 2
[silence]
13:00
Speaker 1
Yep. Yep. All right. That's five times. What do you mean by reacts the blue light? The blue light. Well, it was now the light's in the back are flashing. The little ones are sold. Uh.
14:00
Speaker 2
Press and release.
14:00
Speaker 1
once we get this done, I'll be able to unplug my Ethernet cord and move it back where it was, correct? Because I, yeah, because I had to move it to to be able to check it out because I changed the Ethernet cord because I thought that might be the problem but [silence] That that cord. The one you guys provide is only like a foot and a half and I only had it about three feet away, but there ain't enough room on that cord that y'all gave me. That's why I I used my other cord Or use use a longer cord rather. Eh, it just keeps kind of fading in and out a little bit.
15:00
Speaker 2
Correct. Uh do you mean Ethernet from the modem going to the the big one? uh the mother node? Mhm. That's okay.
15:00
Speaker 1
Why is this doing this? Is this something normal with this? It's blue. It appears to be right now. I understand that. Then, that says, [silence]
16:00
Speaker 2
Yes, it should be blinking, right? Instead of doing the step-by-step that we usually do, Drag this one, click this one. We usually take around 16 to 20 minutes doing it right now. We just press the reset button five times and allow the router to talk to each other and then do the job. All you have to do is wait. Look around three to six, five minutes. Now, tell me what is the color of the light now? Solid. The objective is to make this solid white. [silence]
16:00
Speaker 1
As it's connected, am I right?
17:00
Speaker 2
Yes. So tell me, the modem is located in which part of the house? Uh huh. And your intention is to move the router, the big one, in which part of the house?
17:00
Speaker 1
Okay, I got a desk. The modem is down there at the bottom of my desk by my tower, and I keep the router on top of my desk. [silence] I, I just did that. [silence] Where, you know, it says set up, and then it gave me my Linksys and gave me the password, and then I went
18:00
Speaker 2
Correct. Can we do all of the light now? Is it blue? All right. Did you download the laces application on your mobile phone? Okay, okay.
18:00
Speaker 1
went down the that my router thing and then I changed the name and my password to what I wanted it to be and that's all I did. Yes. the one that came with the the package the name or the password linksys 03114 now it's now it says that's what it's got checked on my phone right now it says linksys 03114 because we basically reset it correct and it says no internet No internet.
19:00
Speaker 2
Mmm, mm-hmm. All right, now, in tell me what is the default Wi-Fi name underneath the router, the big one? Mmm, yes, the name underneath, you're gonna find it there. Mmm. It says 9703114. All right, correct, you are connecting to it, right?
19:00
Speaker 1
It says no internet connection. And the lights are still blue. The one where I can change the name. All right, hold on. Come on now. Hold on. Hold one. Come on, one. Hold on. One. Come on, now. Yeah, hold on.
20:00
Speaker 2
All right all right can you open the lynx is out and yes open it how's it well you opened it
20:00
Speaker 1
so the connection is not private, so close page your... Am I what? It's a... I'm using my phone. It says this way may website may be impersonating my router.com, so just hit close the page. Hold on. Let me see. I may have that. uh
21:00
Speaker 2
Ah, are you use computer or you using, uh, cell phone, are you using a phone? The the app, it an app is a, an app is running on a phone, right? Okay. It's okay, if you're not using it, you're using a computer, I believe. Okay. On the screen, yes. Close all of it and then go to the Apple store.
21:00
Speaker 1
i don't know [silence] dude man you're making this harder than it has to be [silence] you're [silence] gonna have to give me a second cuz I may have done this already, but [silence] just bear with me one second, okay? [silence] I'm double checking my apps here make sure I don't have it I. I don't see it. The app store, well, it's not going very fast. Come on. God damn it. [silence] God damn it.
22:00
Speaker 2
All right. You don't see it. Go to the Apple Store. Yes. And then look for the Linuses application and download it. [silence]
23:00
Speaker 1
It just says loading. Why couldn't I just do it where I was just at? Why do I have to have the app? I'm it won't I'm trying to tell you it won't let me open it up because of the I'm just trying to see if I've got let me go to my internet here. I need do I need to turn my Wi-Fi off? I don't know. It says I got the linksys 03114 [silence]
24:00
Speaker 2
That one is the app will allow you to monitor your router the speed of your child node the speed of your router without moving all you have to do is just open the link. It's app you will be able to monitor this performance of Yes.
24:00
Speaker 1
it's connected. Say is what it says, but it's not let me it's not letting me get to that app. Please try. I just asked you that. All right, hold on. All right, and that popped up. All right, let me see. Just go to link. Which one? Link system, Link system smart wifi Link system router? What?
25:00
Speaker 2
okay get done download okay okay can you this able or turn off the Wi-Fi on your phone okay the one that is color blue two letter L's with an I and then black barcode
25:00
Speaker 1
I just asked you. There's like 10 different Linksys things. All right, hold on. Okay. It's telling me Linksys, Linksys Smart Wi-Fi, Linksys Router, Linksys Velop, Linksys USA, Linksys Extender, Wi-Fi, smart. Which one? No, no. There is none of them with a blue color L.
26:00
Speaker 2
You found it? Alright, Look for the one that looks two letter L's, blue color and the background is black. The one that is linked to Linksys Smart Wi-Fi, is this the one with blue color, letter L's?
26:00
Speaker 1
It just I see a a black background to else in the dot is that the one? Yes okay go ahead and hit that one and get it now open it up. hello you still there open
27:00
Speaker 2
Look for a link that says smart wifi. What is the color of that icon? That's the one that I'm looking for two letter L's blue color with a period and the black background. That's exactly what I asked. Go ahead. Yes, yes, please go ahead. I'm here. Yes.
27:00
Speaker 1
manage your Wi-Fi or set up a new Wi-Fi network. Develop and mesh routers, that's the one I want. Just agree to the terms. Man, this is such going to be such a pain in the butt. Allow them to find my Bluetooth devices. allow. Yes. Disconnect and remove your old system, which we did. hit next. plug in the router near you [silence]
28:00
Speaker 2
Set up a new Wi- Fi network. [ silence ] Yes. [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] Yes. Yes. Yes. [ silence ] Yes. Yes. Yes. [ silence ] go team. [ silence ] No. Next.
28:00
Speaker 1
[silence] do a modem or internet. I do. So hit next. It looks like everything is started up. They're all blue lights. Node light is solid. Yes, but it's blue just it Okay.
29:00
Speaker 2
Yes. Yes, please. Okay.
29:00
Speaker 1
[silence]
30:00
Speaker 2
Let me just set this now. Next. No, no, you've done that. No, no, we've done that already. So that's these, you don't have to. Yes.
30:00
Speaker 1
It said, it's checking. It says a fresh start is always nice. So I'm a- you know where I'm at now? Man, I tell you what, this is going to suck. I got to change everything on all my TVs. Everything. What is wrong with your stuff? It's still blue right now. Well, now it's kind of fading in and out, but it says there's a minute and 35 seconds left on this. Says giving your modem time to contact.
31:00
Speaker 2
Yeah. I will change the Wi-Fi to the old SSID. All right? Right now, we are trying to identify your old step. Something is wrong with the router. It turns blue to red. It's disconnected. We reset everything. Restart.
31:00
Speaker 1
Take out your I.S.P. That's where I'm at now. [ silence ] That's why I said you never did answer me. Is this a common thing to have to do?
32:00
Speaker 2
now this is the new son
32:00
Speaker 1
[silence] [silence] It's blue it's blue kind of going in and out. And it says it's got 7 seconds left on this timer looking thing. Okay, now it says plug your modem back in. So I just click it's plugged in. And now it's telling me it's it's going to take a couple minutes. It's going to it's starting up at the bottom again. You know where I'm at.
33:00
Speaker 2
the color of the light it's all is blue yes yeah it's not getting a connection coming from the modem and that's the reason
33:00
Speaker 1
yeah, that's what they're saying yeah and they they said that their signal was strong and they're the ones that gave me your phone number so and i tried changing the cord just in case and i reset it several times and it'll it'll come for a second and then it goes out but i don't understand this but once i had it set up the first time, i was pretty happy it was pretty easy it worked good now all of a sudden today it's doing this tonight .
34:00
Speaker 2
The modem and the router are not communicated properly. I know you already called spectrum and they said that they rebooted and reset the modem. Okay so something goes along.
34:00
Speaker 1
It's checking for the internet and it could take up to three minutes. So, I'm just waiting for that little line to go across the bottom. I mean, I'll tell you as soon as it changes, but that's where it's at right now. It's checking for the internet. Right.
35:00
Speaker 2
It's not us it's the spectrum but they just push it to us i'll lock that you go and make sure that we can fix this one unlike the spectrum they can easily say oh this that router the problem yours i don't have to do that one tell me what happened The blue color means the router is ready for setup is empty nothing. When it's white it is connected if it's red something is wrong the router is not connected properly it's not
35:00
Speaker 1
I do under, no, it's is blue and it's kind of fading in and out on the big one there, the mother, whatever you want to call it. But it hasn't went to red. Not since me and you have been doing this, it has not went to red. But my TV kept dropping in and out and And so did my phone. It kept saying no internet connection, so. And then it was red on this box. No, it ain't done nothing. It still says checking for internet. We weren't able to connect with your modem. And it said, you could, I could re- I could restart the modem again, huh? Turn off the Linksys? You said spectrum. What, what do you mean?
36:00
Speaker 2
start it. you are not able to see the problem no no no no do not let me guide you turn off the linksis spectrum yes no linksys no
37:00
Speaker 1
I just turned it off. Yeah. I unplugged it, correct, and how long?
38:00
Speaker 2
router okay I'll do the timing stay with me okay turn off the spectrum modem tell me when you done okay the both the lynx and the spectrum are off that's way three minutes I will I will be back to you in three minutes three minutes
38:00
Speaker 1
What are all the other plug-ins on the back of the router for? [silence] Okay. [silence] Like if I wanted to plug my printer in and stuff, you mean. [silence] Okay. [silence] Yeah, that was a pain in the butt, getting everything all set up. [silence] But as long as you change everything back, then we should be okay, hopefully. [silence]
40:00
Speaker 2
That is for the if you wanted to connect wired to the router, direct to the computer, you can use that one. It's like a switch, yeah, yes, you can connect that direct.
40:00
Speaker 1
While I got this unplugged. Do you think I should connect all my other cords up the way it used to be, or don't worry about it? All right. [silence]
41:00
Speaker 2
Later. Later. Later. We're going to do that one. Now, I need you to turn on the Spectrum modem. Do not turn on the Linksys. Just the Spectrum.
41:00
Speaker 1
It only has one light, it needs to have two. Yeah, those usually takes a couple minutes, yeah.
42:00
Speaker 2
All right. Tell me the status of the modem. Is it stable now? [silence]
42:00
Speaker 1
I.
43:00
Speaker 2
jell, once it becomes solid blue. [silence]
43:00
Speaker 1
How long does that take? [silence] It's blue, but it keeps fading in and out. [
44:00
Speaker 2
[silence] Tell me the color of the light now. Is it stable?
44:00
Speaker 1
Yeah, the, yeah, the modem is stable, but the link says it's kind of just fading in and out blue. I'm on it, yeah, what, it says, it says we weren't able to connect with your modem. You could check your wiring or restart your modem again and at the bottom it says, or try again.
45:00
Speaker 2
Okay, the spectrum is solid blue right now, right? And the modem is also... the modem is stable, the linksys is, okay. Alright, now, on the linksys app, can you go back? try again. ... is... try again.
45:00
Speaker 1
It's down there at the bottom where it's going across. Like it's uh loading. Okay, it says pick, name your Wi-Fi. That I've. Do the one that I want it to be. And then do my password the same way?
46:00
Speaker 2
all right good. Name your Wi-Fi. Your old Wi-Fi name. The one that you changed. Remember? You changed it before? Yeah. That one. Yes. Yes. Yes. So that all the devices will automatically reconnect as well.
46:00
Speaker 1
just to continue on the privacy thing? Now it's telling me to log in. or skip or skip or I can skip. skip yes. It says look under your node and take note of the Wi-Fi name and password. I've already that's from the factory, correct? Just go to next. What my what do you want to know? It says, look look look under.
47:00
Speaker 2
Yes please.DM. There's an option for you to log in, log in using the router or if skip for now, that one.Skip. Wow, yes, tell me again. Next. You mentioned that you have to check the default WPA mean.
47:00
Speaker 1
your node and take note of the Wi-Fi name and password Okay Go to settings on your home screen find and tap your settings icon Alright it's kind of hard to do with two things you know what I mean Yeah it what happened all right so it says go to settings on your home screen go to network wifi select wifi on your menu find and tap on wifi I did that choose your node's network
48:00
Speaker 2
All right, select next. You are already connected, right? [silence]
48:00
Speaker 1
processing that links is 0311 4 this doesn't have my Scott and Kim. Well, I'm on my status on what? On my phone on my phone wire or it just still says the lynxes let me just see if I don't know why that's still saying that. yet it's not showing the like I said my Cisco or whatever, you know what I mean?
49:00
Speaker 2
You still don't okay and then we can restore that later. Can we again what is the status on this phone yes yes it's not yet done. We're not yet there.
49:00
Speaker 1
All right. Well, where do you want, where do you, where are you, where are you trying to tell me to go to then? It's telling me to. It says, choose your node, choose your node's network. On your net, work list, find your node's Wi-Fi name and enter the password. I did. It told me to. That's what it says. All right. Well, what do you want to know? [silence]
50:00
Speaker 2
it whale soji K, I think that itself was a the Linksys app. It is still looking for the router and the child nodes. I'll be the way to the turn on the wife wife on your phone. Yes. All right. Now, are you connected to the gather whisk O three, one, one, four? You are connected to that one. Go back to the Linksys, huh?
50:00
Speaker 1
It's just telling me to choose your node network. On your network list, find your node wifi name and enter the password. Well, I did it. I did it on the, I did it on the app. It didn't make me do sh on my phone. Go to next. M. yeah, it just says, okay, try it now. Return to this app. Let me go back one. Man, come on. It still just says that link.
51:00
Speaker 2
what are the options available in there? all right, you've done that already, is there any other? can you scroll, can you go to the settings? Oh, yeah, go to the next. that's what I'm looking for. [silence]
51:00
Speaker 1
3114.
52:00
Speaker 2
you know, when you go to the details. Naomi: Yeah. Madelaine: Then, where exactly do you go to clear cache? your history. Scott: To clear cache? So there is no place for just clear cache. Madelaine: Yeah, that'd be a way to clear cache and not history.
52:00
Speaker 1
have a check that's what it said it it shows that it's connected, but I can't guarantee. Go back to your app. Okay. So back up. It, it says, choose your nodes network. It's not there. So we need to go backwards, correct?
53:00
Speaker 2
what you're doing right now is is you need to connect the on your phone to the links is 03114 on so that the up can detect the router. alright. you are connected to the links. yes it has a checked up. yes as long as there's a check it is connected go back to the up. yes please. There is an option for you to move forward. you're almost there. you're almost done. is there. okay. go ahead.
53:00
Speaker 1
It won't let me. All it says is, look under your node and then take note of the Wi-Fi name and password. That's all it's telling me. Alright, hold on. Let me, now I got to find out where the links of the app went to. [silence] Alright.
54:00
Speaker 2
my lenses up. Let's start over again.
54:00
Speaker 1
I'm ready to, it says ready to complete setup, complete setup. All right, that's telling me right back to that, took me right back to the bottom of that to look up the node. And it says, next, go to settings on your home screen, find and tap on your settings icon. Go to Wi-Fi, select Wi-Fi on your settings, find and tap on Wi-Fi. Okay, then it's gonna say, choose your nodes network. So I need to choose that link, says 03114, because it won't, okay. All right, I clicked on it.
55:00
Speaker 2
Complete setup. And then. Is there an option for you? Next? Mhm. Yes.
55:00
Speaker 1
Good. And it's I1XB05NFN. Yeah, that's correct. So go to... should I forget that network or just go back out of it? Well, it's shown it's connected, but why isn't my name on there? Okay. Exit settings and open your Linksys app. Okay, try it now. That's what I'm looking for.
56:00
Speaker 2
Did it ask for a password? As long as you can connect, no need to forget. Okay. Connected, right? Go back to the app. Okay.
56:00
Speaker 1
Router password. It says, use this password to complete setup without an internet connection. Blue. It's telling me to use the password.
57:00
Speaker 2
All right. Uh, there is an option for you to reset the router password. You have, or is it asking you to create a router? Tell me. Is it asking to? Tell me the color of this light on the Linksys. There is no internet. There is no more uh, there is a signal coming from the modem. And you're not getting it. That's why we're running in circles on this one.
57:00
Speaker 1
what password is it asking me all right hold on hold on hold on
58:00
Speaker 2
Yeah, yeah. Go ahead. The one that's underneath the router. The same Wi-Fi password, you can use it as router password. [silence] Kay, tell me.
58:00
Speaker 1
I just, I'm not a fast typer. Now it says it's configuring my network. But it didn't change, let me change my name, man. I put it in there and it never showed up. [silence] Reset your node. [silence] Press the reset for 10 seconds. Is that what it's wanting me to do? It says I've done this, yeah. All right. I'm looking here. I'm waiting. Sheesh, man, I'll tell ya.
59:00
Speaker 2
Just okay. Nothing. Later, then. Later. what is it? No, no. Is there an option for you to continue or next? Continue. [silence]
59:00
Speaker 1
It would, dude. Just tell me to reset it or I've done this again. I've been far. What? It says 2.5 gig. Bye. Internet. That's where it's plugged in. What's the deal? [silence]
60:00
Speaker 2
still having trouble in the LN 1100. Which port did you connect it at the back? at the back of the LN 1100 the the mother know the big one Internet that's okay. There are that's only 1, 2, 3, 4 if on the left, right the right most.
60:00
Speaker 1
Yeah, it says 1, 2, 3, 4, and then it's got the two... Yeah, yellow underneath it, yes. It's just blue. The lights are blue. I mean, it says that I got internet when I go to my settings. I guess. Hold on. Let me find it. It's got a check mark by it, but it doesn't come up with my name that was on there. It says it connected. Does it show internet on well? It did just show it on my phone for a second, but then it kind of went away. Yeah, I don't...
61:00
Speaker 2
with a yellow underneath that's correct and still not getting anything we're connected but no internet yet because it's blue you should be white yeah the connection is not stable
61:00
Speaker 1
Yeah, I don't have any internet now. Everything's changed now. Now I got nothing. I don't know, I'm just pretty. Yeah, it says reset it and hold it for 10 seconds. This will erase all settings permanently. Yeah.
62:00
Speaker 2
Well just that's the reason why you're getting that red and in and out connection last time. Oh okay. and the link is up it's still says to reset the router right No. it's okay. Can I put you on hold let me get some water and go to the lab [silence]
62:00
Speaker 1
Yeah, I'm here. Yeah, my computer's on, yeah. I believe it is. Yeah. Hold on, let me look. No, it's uh bluetooth on my on my computer. Yeah. So you...
68:00
Speaker 2
Hi, Scott. Are you there? Right. Uh, do you have a computer with ethernet connection? Uh, with ethernet, you can connect a wire directly to the modem, right? Okay. Right. Let me escalate the case to my level 2, higher technical support. They will give you a call back after our call. Giving around 10 to 15 minutes, they will give you a call back on 863-514-7665. [silence]
68:00
Speaker 1
Are you going off the air now? dude, what's the matter? You, you can't, you don't know what's wrong or what? Should I call SPECTRUM now or what? Now, you you know it's about 10:00 here or so, don't you? Man. All right, so don't do anything. Don't call Bright House or nothing. Uh, okay. [silence] Can I, can I do anything else or what? I got yeah. [silence] Why? [silence] Just why? All right, uh, thanks. [silence] Kevin Pomoy brought to you, And then ask you if you, if he can help you with that. [silence] Go ahead. All right. Can I help him with this? [silence] [pants] Kevin Pomoy. All [laughter] [silence]
69:00
Speaker 2
Yeah they will do as something like they have a tool better than me than this one I don't you don't have the computer right now so the problem is your router is not getting a one IP coming from the modem that's the reason why you're not getting that router No No No No Wait for our senior tech they will give you the instruction on what to do 5 to 10 min 10 to 15 minutes they will give you a call Don't go We close at 11:00 in the evening on the level one for my sign For senior tech they are open until 2:00 in the morning
70:00
Speaker 1
I think they're going to make me go through all this again, probably. Yeah, 'cause now you've totally wiped my whole system out. I wouldn't even know how to get it all back set up again. Mine are the one that came on that brochure that they gave me when I bought it. All right. Tell them to-- tell them to hurry, please. [silence]
71:00
Speaker 2
Just wait for our team, they will give you an instruction. 10 to 16 minutes. No, no, they will give you a, they may ask you to do something else different from what you, I make sure that they don't have to do all of the things that we have done, because this didn't work, they will do another steps, better steps. Yep. You can as long as you have the old Wi-Fi name and old password, it will go back. No, yours, the one that you created. All right, then, wait for, all right, sure. I will wait for now.
71:00