V2 Rubric Detail — 4edf6276-6a8c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 20:37
Duration
52m 19s
Contact
Ted Simpson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133816
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_device reconfiguration
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent immediately defaulted to paid support despite customer having new in-warranty hardware, refusing standard troubleshooting path.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership2.14/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the issue, provided materially incorrect technical information, and improperly defaulted to paid support for a new in-warranty product. Despite some continuity from prior contact, the agent avoided ownership, skipped essential diagnostics, and did not escalate, resulting in an unresolved case with confirmed avoidance behavior triggering auto-zero.

V1 Case Analysis

Customer reported no internet on new WHW03 V2 mesh system; nodes showing red/blinking LEDs. Agent provided incorrect technical advice (WHW03 app visibility, reset procedure, modem port instructions). Direct modem test failed (DNS error). Advised to contact ISP (Total High Speed). Ticket #133816.

Troubleshooting Steps
  • Observed solid red/blinking LEDs on mesh nodes
  • Incorrectly instructed 'five press' method instead of factory reset
  • Requested customer to test modem with laptop via Ethernet; test failed with DNS error
  • Attempted to swap Ethernet cables and ports (modem has only one GE port)
Key Observations
  • Agent made multiple materially incorrect technical claims contradicting KB (WHW03 app visibility, reset procedure, modem port instructions)
  • Failed to recognize Adtran SDX611 is an ONT (fiber modem) requiring ISP intervention for line issues
  • No empathy or clear recap; poor call control and pacing
  • Repeated the same conclusion without advancing the call
Positive Highlights
  • Eventually identified that the problem was likely outside the Linksys equipment (modem/ISP issue)
  • Provided paid-support ticket number (133816) for follow-up
Agent Errors / Gaps
  • Falsely claimed WHW03 is no longer visible in the Linksys app — directly contradicts KB documentation
  • Instructed 'five press' method on a solid red node — per KB, solid red requires 15+ second factory reset, not 5-press pairing
  • Incorrectly told customer to connect Ethernet cable to the optical port of the modem — optical ports are for fiber, not Ethernet; critical error
  • Failed to recognize Adtran SDX611 is an ONT (fiber modem) requiring ISP intervention
  • Did not collect or confirm model number early; asked for serial number of 'parent node' after already knowing it
  • Did not verify customer had a computer with Ethernet port before requesting direct modem test, causing unnecessary delay
  • Repeated the same conclusion without advancing the call
  • Failed to set clear expectations for follow-up or callback timing

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet connectivity or achieved any resolution; closed with ISP referral despite no confirmed ISP fault.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent had customer test direct modem connection and swap cables/routers, but skipped core steps like speed test, firmware check, or accessing router UI.
R3 Not Met Correct resolution path conf 95%
Agent treated issue as out-of-warranty paid support from start, dismissed self-help, and failed to offer best-effort troubleshooting despite customer having new hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent observed LED states and tried alternate hardware, but did not logically isolate cause (e.g., no WAN IP, DNS, or ISP credential verification).
T2 Not Met Appropriate tools / resources used conf 97%
Agent did not use any diagnostic tools (e.g., remote access, web UI, logs) despite needing to verify WAN status, and relied solely on customer’s verbal LED reports.
T3 Not Met No misinformation conf 98%
Agent falsely claimed 24/7 support, incorrectly stated WHW03 is invisible in Linksys app, and misidentified modem ports, leading to invalid guidance.
Communication
C1 Not Met Clear & professional language conf 96%
Agent repeatedly interrupted, pushed paid support script, gave unclear instructions, and lost control when customer expressed confusion and unpreparedness.
C2 Not Met Confirmed understanding conf 97%
Agent used technical jargon (e.g., 'physical connection', 'GE port') without simplification and ignored customer’s repeated confusion and need for clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent transferred issue to paid support immediately, failed to own the case, and did not attempt resolution despite customer having new hardware under warranty.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a ticket number and told customer to call ISP, but gave no timeline, follow-up plan, or commitment to reconnect.
O3 Met Closure confirmation conf 95%
Agent referenced prior technician’s work, previous case, and confirmed device count, showing use of case history.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
No escalation was made despite unresolved hardware setup issue; agent should have escalated to Tier 2 after failed diagnostics and LED anomalies.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized for inconvenience but did not acknowledge customer’s frustration, repeated effort, or emotional state beyond scripted responses.
X2 Not Met Tone & rapport conf 97%
Agent maintained rigid pace, ignored customer’s need for time to prepare, and did not adapt to confusion, urgency, or physical limitations.
X3 Not Met Overall experience conf 96%
Agent required customer to retrieve laptop, unplug modem, and test multiple cables and routers—steps that could have been minimized with better tool use and planning.
Call Transcript84 turns · 90 lines
Speaker 1
Can give you my case number from a couple weeks ago, but I'm not able to connect to the Internet now, and I don't know what's wrong. So I thought I would get your help and I
00:00
Speaker 2
Hi, thank you for calling linksys this is Regina. How can I help you today? Welcome to linksys support. In order to ensure quality service, your call may be monitored. [noise] For in-warranty products, our support team is available twenty-four seven to help with performance and hardware issues. If you're registering your product, visit register.com. Please have your device serial number ready and one for assistance. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, please kindly replace back later. For out of warranty product, paid support may be available depending on the issue, you have to transfer.
00:00
Speaker 1
I have a new system as well. [silence] be what yeah no they're not new yeah that's correct
01:00
Speaker 2
Uh... can you uh... can you hear me? So you purchased a new Linus, say, Mesh... system. Correct Hello? You purchased a new Linksys devices, okay. They're not new, but let me just verify. So if I'm talking with Ted Simson and your email is TexasWestDimpson@gmail.com. Okay. Now up and verifying in my records. Uh the previous Technician successfully set up your Linksys Mesh system and the page charge is $25. So to ensure that you're getting further support, you'll have to pay whenever you call back. This is the one and only service minute.
01:00
Speaker 1
Okay. Um, no, let's do the, let's do the paid support thing with you. Uh, yes, but they're different than last time. I think, yeah, I think, yeah, I think this is a better system. You can tell me if it's better, because I could go back to the other ones as well. But this serial number is 2-0-J-2-0-M-3-B-3-A.
02:00
Speaker 2
New pay decision is required. What would you like to proceed with the page support again? Or I can also send our Wi-Fi fixed series guide to you that as a quick and easy solutions for common out of warranty issues. Okay, now let me just confirm. You have four linksys devices in total. Okay, what is the serial number of the parents node since they're different? Yeah, sure.
02:00
Speaker 1
five three six one nine. This is the W HW 03 V2 system. Four, if they work. Yeah. Total high speed. Yeah. Uh huh.
03:00
Speaker 2
Okay, yes, that's 03. How many links does routers? Do you have, sir, that you're planning to set up? We have four 03. and your internet service providers, the total speed? So since you're planning to proceed with the paid support, please give me two to three minutes to prepare my tools in my end, okay? Thank you.
03:00
Speaker 1
Yeah. Right. Okay. Frederick F. R. E. D. E. R. I. C. K. Simpson S. I. M. P. S. O. N.
05:00
Speaker 2
Okay, so you're calling from United States, Ted, right? Okay. So this call is not recorded for security purposes while we are gathering your credit card information, okay? May I know your first name on your card? Okay. And your last name? Yeah, but [silence]
05:00
Speaker 1
[silence] right. [silence] yes they are. [silence] [inaudible] 5 2 8. [inaudible] [inaudible] 35700 0 2 0 6 2573 [phone beep] [silence] 2:30 5 14. [silence] yes. [silence] I don't know. I don't know how to get to my email when we're on the phone. Uh-uh. Yeah, Ted, TED. TED, uh-huh. Well, first of all, let me ask you again the question I asked earlier. Uh, this these new four are better than the the other four that I did a while back. Is that correct?
06:00
Speaker 2
So, you received the receipt? Okay, it's okay. So, maybe we can proceed to set up your Linksys but would you like to call you Ted or Frederick? Would you like me to call you with Ted? Okay, so what have you done so far with your Linksys devices, uh, Fred? Yeah, W-WHW03 R are upgraded compared with your W-H W-WH0.01.
08:00
Speaker 1
Okay. All right. So what I've done so far is I just I plugged in the um the ethernet cable from the modem and it just keeps coming up red. Um, say that again please. Oh, yes. Okay. Yes, I've done that. They're all right here. They. Yeah. Oh, they need to be five feet apart from each other? Okay. And then [silence] what's the [silence] is the blinking light uh red or or or the four [silence] LED lights blinking four x? Right. Red. Okay. How far from the main node? Oh, so I'm gonna be making kind of a rectangle, or night? or a circle, right? Right, okay. Yeah. I only have a power cord for three of them though. I don't have one for the fourth. So the fourth one will come will be like a spare if one of the other three doesn't work, okay? Okay, I think we've got the right spacing. [silence]
09:00
Speaker 2
that's great. Okay. Okay, so what are the light indicators of the three nodes? They are still solid red.
10:00
Speaker 1
Oh, I haven't plugged them in yet. I'm just waiting for your instructions to start from the beginning. Plug all of them in, all three? Okay. [silence] Okay, the power is on. The modem's not, the ethernet cable is not connected yet though.
11:00
Speaker 2
Okay. Yeah. plug them in and let's wait for the devices to fully boot up. Yes. Yes please, directly to a power outlet.
11:00
Speaker 1
[silence] Okay. [silence] All right. [silence] Um, no, they're all blue. No, just steady blue, but it takes a while, then they go to red or they go to, um, pink maybe or purple, yeah.
12:00
Speaker 2
Yeah, make sure the ethernet cable is properly plugged in from the modem to the one of the ethernet port of the main router. And what are the light indicators? The three nodes blinking. Blinking blue. Okay. Can we use a pin? Do you have a [silence]
12:00
Speaker 1
Okay, now the main node is red, steady red. 20 seconds. Okay. And I did all this before I called you, by the way. Yeah. Well, yes, I did that. It's blue right now, but it'll it'll probably change if it was like before. They always started blue and then they went then they
13:00
Speaker 2
//
13:00
Speaker 1
You went to red or purple. It seemed like it was ready to set up one time, but my uh, the linksys application wouldn't work. I couldn't. It just froze up. [silence] Okay, I don't know what any of that means, but okay. [silence] If this system is better and newer than my other system, why does the why does the app see the older system but not this newer and better one?
14:00
Speaker 2
okay that's the problem so yes I apologize for the inconvenience but due to the firmware updates so HWW03 are no longer visible on the linksys app so you cannot access the web interface for you to manage your router settings yeah don't worry I can still assist you on how to access the web interface yeah because yes
14:00
Speaker 1
okay. I don't know what that means. Well that's not what the one I have though, is it? I have the hy. I have the WHW03. You said 01.
15:00
Speaker 2
WHW01 are no longer manufacturing of the Linksys app, but we currently update the firmware of the WHW03 that affect the Linksys app. So, from time to time also sir, we are no longer also use the Linksys app for the WHW01. Yeah, for feature and the feature sir. WHW01 is no longer visible also in the Linksys app. The one that you have which is, yeah but Yeah, at the moment, you can still access the Linksys app on WHW01, but on the WHW03 since we currently update the firmware, so WHW03 are no longer visible.
15:00
Speaker 1
Well, maybe you should... Okay. Do you have a work around for it, or should I like get a different kind? Is it good? Okay. Do what? Red. Red. Yeah. Okay.
16:00
Speaker 2
Yes. In can. No need. Device is still working. You can still continue using it. But I can also assist you in how to access the web interface. For you to manage your router settings. But of course, we'll just try to set up this one by using the five press method, which is one of the easiest way to set up our links as mesh system. So, what is the current light indicator of the parent node now? What is the light? Solid red? Okay. Slowly press and release the reset button of the parent node perfectly five times within five seconds, not too slow and not too fast. [silence]
16:00
Speaker 1
It's blinking yellow. Okay. [silence] Now, well, it was steady blue for about five seconds and now it's back to blinking yellow again.
17:00
Speaker 2
I can keep on observing it. I get a good sign. How about the child nodes? [silence]
18:00
Speaker 1
[KEEP_UNCERTAIN] No, the one, the light this and isn't even on on one of the child notes. I'm sorry, do what? Oh, yeah. Yeah, it's turned on. It's just not on. I don't know. It's pretty dark. I'm not sure it's on. Maybe I should put my other, let me. I can see it now. Yeah, it turns.
19:00
Speaker 2
Okay, so let's just keep on waiting. The three, or the two other nodes are also blinking. Can I let's check if it is turned on? Is it turned on? Can I let's check if it is on, since there's no light? Can I cover the light on top of the router with your hand? It might fade.
19:00
Speaker 1
Let's sort that problem. [silence] The replacement is on its way. [silence] the one I didn't have a power cord for. [silence] Those are red. [silence] The red light is flashing. [silence] Yeah.
20:00
Speaker 2
Yeah, but let's just try to wait for the other nodes, the two nodes that are currently set up. What are the light indicator in the two nodes? The parent node is now solid blue. Gently check the physical connection, too. Make sure the ethernet cable is properly plugged in from the modem to the ethernet port of the router. and it's still blinking red okay can we transfer the ethernet cable sir to the other port of the main router
20:00
Speaker 1
Okay. Blinking red. Uh, yeah. How do I do that? Do I have to unplug it from the wall to do that because I really can't see it.
22:00
Speaker 2
And what is the light indicator? Can you provide a model number of the modem? Yeah, check the modem itself and gather the model number. Okay, no need to unplug it from the wall outlet. But check the light indicator of the main router sir is.
22:00
Speaker 1
Yes. Um, yeah, but this one has been working for a month. Do you think it just went bad? I personally don't think so. Oh, two. Well, yeah, you had me change it already. I did that already. You want to go back to the first one? [silence]
23:00
Speaker 2
[KEEP_UNCERTAIN] Is it still blinking red? Do you have a different Ethernet cable? Yeah, because actually blinkening red, which means there is a problem with your physical connection. So it might be the port. The ethernet cable, how many ports do you have with the modem? So kindly try to use the other port of the modem.
23:00
Speaker 1
Oh, I'm sorry. Oh, I'm sorry. Okay. I don't I don't know. I can't see it. Can I unplug it to look at it? [silence] Yes. Well, I told you I had I told you it had two, but I I was thinking you meant router, so I don't really know if it has two. I don't know. I'm going I'm going to try to look without unplugging it. I don't know. It's hard to it's hard to see. It's in a very tight spot and it's dark. Can I unplug it to look at it better?
24:00
Speaker 2
Young total high-speed devices. Yeah, the light indicator still blinking red, right? Okay, try to transfer the ethernet cable to the other port of the modem. How about on the modem? How many ports do you have?
24:00
Speaker 1
Well, I don't know if I see the model number. It must be on the back side that's on the wall. Can I unplug it to look and give you all these information? [silence] Actually, I did not have to.
25:00
Speaker 2
Okay, then provide the model number. Yes, go ahead. [silence]
25:00
Speaker 1
don't plug it. I just unmounted it from the wall. So it has, um, it has a two ports: one optical and one GE. And it is an ad tran. Yeah, ad tran, SDX 611. 611. Made in Vietnam. Intech. SDX 611. Yeah. [silence]
26:00
Speaker 2
how about the model number. is it X it in Ex. so it's a plain modem it has one port
26:00
Speaker 1
I already had it plugged in. I don't know what you want. You want me to pause it? You want me to try the other port? I think it's router. There is no. Yes. And I told you I was mistaken Cuz I thought you meant router. It has one port. Yeah, you said it was a plain modem or a simple modem, something like that. It has an optical and one that says GE.
27:00
Speaker 2
Okay, kindly plug the ethernet cable now. Yeah. Okay, let me try to use the other port of the modem. It has an SD X610. It's an Adtran. It's an OMTP. No, the modem, other port of the modem, because you mentioned earlier that it has two ports. Okay, so your modem has a one port. Yes.
27:00
Speaker 1
I don't know what that means, but that's what it says. [silence] No, my router. [silence] It has one. It has one. [silence] It has the optical, it has the optical port and the GE port. [silence] Did you not hear me say [unclear] that earlier? [silence] Yes. [silence] It won't fit. It's a different fitting. [silence]
28:00
Speaker 2
Okay. So, what? But how about the same port with your router? There's only one. There's only one. Same port with your router. Your router has a two ports but how about your modem, sir? Okay. So, there's an optical and a GE port. So, kindly connect your Ethernet cable to the optical port. So, it will fit on the.
28:00
Speaker 1
Okay. Can you say that again? I was down by the modem. Describe my setup of what? yeah. Blinking red.
29:00
Speaker 2
GE port, I guess. So your setup topology must be like this, so from this device, which is your SVP611 directly to your main router from Linksys. Describe your setup topology, so from this device, from this device directly to your main router from Linksys. Again the light indicator of the router. Do you have a device which we can use to wire directly to the modem?
29:00
Speaker 1
[KEEP_UNCERTAIN] Um. Can you hear me? Well, yeah. Um, okay. Um, yeah. I'm going to have to go get a computer. This is not a room that even has the computer. So this will take a little while. I did not anticipate this. I was not ready for this. Well, to a certain point, I mean, I'm the clock is ticking on my, service ticket, isn't it. I can go this way. Can you hear me?
30:00
Speaker 2
A computer, a laptop that has an ethernet port.
30:00
Speaker 1
I don't think so. [silence] I don't think so, but we'll check it. [silence] [silence] [music] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [music] [music]
31:00
Speaker 2
If there's no internet connection, the light indicator of their router, sir, must return to solid red, but it's keep on blinking red. That might be the ethernet cable or the port between your router and the modem. [silence]
31:00
Speaker 1
Okay, um, I, I have a laptop connected. You want me to see if I can connect to the internet, I suppose?
33:00
Speaker 2
Yes. Can, can we unplug the main router, use the same port of the modem and the same ethernet cable, and then verify if your computer can access the internet.
33:00
Speaker 1
Okay, I'm not sure I understood all that, but I'm connected to the internet just fine, like I thought I would be. There's not a problem with the cables. Or the wee wee modem. I don't know what a hot spot is or how to turn it on or off. It's on Android. Right? It's not on a Mac. It runs on Windows. Oh yeah. Yeah. Yeah. I don't know. Do we need to find out? Can you tell me how to find out? [silence]
34:00
Speaker 2
Yeah, but we are trying to test the port. Make sure your hotspot, mobile data and your Wiener are turned off. Okay, since it's a Windows or Mac computer. It's a Windows computer. Is it a Windows 10 or 11? Okay, so send your, why do
34:00
Speaker 1
[silence] I guesss not. It says you www.youtube.com server IP address could not be found. Check the connection. Check the proxy, firewall and DNS settings. Okay, I'm going to have to go find one.
35:00
Speaker 2
Okay, can we used a different Ethernet cable?
35:00
Speaker 1
I wasn't I wasn't prepared for this. And I don't think I have as long. So it's going to get more difficult now. because it'll be very short. Okay. I found an Ethernet cable that came with my other Linux system, the one we had before, and it's about three feet long. I don't know how this is going to work. We'll try. Yeah. [silence]
36:00
Speaker 2
Mhm. Yes. Yes, okay. All we need to do is to test the Ethernet cable if it is the problem or possibly the cause the issue.
37:00
Speaker 1
Same results. Same exact thing. Says, can't reach this page. [silence] YouTube [silence] server IP [silence] address could not be found. Well, yeah, of course. [silence] Okay.
39:00
Speaker 2
So I really apologize for the inconvenience. Ted. So possibly the cause of the issue is the physical connection. So we already tried to use different ethernet cable and connect your computer directly to the modem, and you cannot access the internet. So it means the modem might have an issue, and we're going to recommend to call your internet service provider and make sure that the computer should be able to access the internet when connected directly to the modem.
39:00
Speaker 1
So we're doing. Wait, man. I didn't even have a piece of paper or anything to write with. Let me, we're going this like way too fast and I'm not prepared. I didn't know. [silence]
40:00
Speaker 2
And then fill free to call us back for to us, Linksys, since you still have 30 minutes of remaining time. So, I will provide your ticket number for this paid support. It's 1-33816. Yeah, that's why you'll you're going to call us back. Make sure to call your internet service provider, which is Total High Speed to raise this issue. And then tell them that when you wire the computer directly to the modem, you were unable to access the internet. You already use the front Ethernet cable and our Linksys router is dependent to the modem who provides internet connection. So possibly there's a port issue with the modem. [silence]
40:00
Speaker 1
I Um, can we try to, uh, it's not gonna really help me. Those four other links of, um, routers I have. The first ones that I called about. Yeah. I'm Yeah. I understand. But they were working earlier today. So that's why I wanted to try to go back to them. the whole problem the whole. Oh, wait. Oh, sorry, what. Different router. Yeah. I was going to go back to the other routers. they were working earlier today. But, they were working, the new router isn't working. Now that's the, it's not a security, a physical security.
41:00
Speaker 2
you can you can but if they are still blinking red there's really a problem with your physical connection sir that's why we started from your modem yeah we can try to use a different router proceed to use different router
41:00
Speaker 1
were working earlier today. I tried to switch to this better system and that's when everything went bad. I don't think it's the Ethernet cable. I'm going to put the better one back on. And And then we'll go back to the other routers, which I only have two working ones. One got I don't know. Two of them don't work and two do, unless you can get them to go. Yeah. [silence]
42:00
Speaker 2
Yeah, let's just try to use different router. You can try to use your old ones if you want.
42:00
Speaker 1
Okay, the um, I don't know what you need to know about this.
43:00
Speaker 2
What is the serial number? [silence]
43:00
Speaker 1
818266. Yes. Blinking blue.
44:00
Speaker 2
ok so two five F for Freddie one zero six zero five eight one eight zero six six that's WHA01 and did you plug this one directly to the modem now and what is the light indicator? I guess that's booting up. Okay, you can try to reset this one. Press and hold the reset button for 20 seconds
44:00
Speaker 1
Okay. I did that. It's a steady blue. It will change. Dis is what it did earlier today. Maybe not, still staying blue.
46:00
Speaker 2
And what is the light indicator? Is it solid purple now?
46:00
Speaker 1
It's still-oh, it just went to I have a steady pink or purple. Okay, now it's kind of a peach color. Yes. Should I plug in the child nodes or not yet? [silence]
48:00
Speaker 2
Okay. Gently press and release the reset button of this router five times within five seconds. So same thing as what you did earlier. and it's blinking. It's setting up. So let's wait 35 minutes. [noise]
48:00
Speaker 1
It's steady blue. now it's blinking. that peach color again.
49:00
Speaker 2
No need, because we are testing the parent's nodes.
49:00
Speaker 1
no, not red. Now it's steady blue.[silence]now it's blinking red.
50:00
Speaker 2
Yeah, and either really apologize for the inconveniences. So we already tried to use different Ethernet cable, different routers. We already also wired a device directly to the modem, and you still cannot access the internet. So, regarding with this issue. It's really physical connection. And we really [silence][bells chiming] different routers. We already also wired a device directly to the modem, and you still cannot access the internet. So, regarding with this issue, it's really physical connection. And we really [silence] and I already really apologize for the inconvenience sir. So, we already tried to use different Ethernet cable, different routers. We already also wired a device directly to the modem, and you still cannot access the internet. So, regarding with this issue, it's really physical connection. And we really
50:00
Speaker 1
okay. Okay. Yeah. Oh, is that the same as last time? No. Uh-huh. Wait a minute. I'm not ready to write yet. Okay. Now I'm ready. Sorry.
51:00
Speaker 2
need to start it from the modem to make sure that your computer once wired directly to the ADTRAN SDX611 must be online. So I will highly recommend to contact your internet service provider first. And then once you contacted them, feel free to call us back to continue your paid support session. Since it's still blinking red, so your ticket number is 1330016-1. No, it's not the same because you're you call for a different router and a different page support. So 133816.
51:00
Speaker 1
Okay, got it. Okay, thank you. Bye.
52:00
Speaker 2
One three three eight one six. So thank you for calling us Ted, and have a great day. Bye. [silence]
52:00