V2 Rubric Detail — 4f190e44-665a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 12:29
Duration
42m 32s
Contact
Laura Lester
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00133223
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect technical information: (1) 'solid pink' LED state does not exist on MR7350; (2) referred to Ethernet cable as 'phone line'; (3) instructed 5-press method on MR7350, which is an Intelligent Mesh model that does not use 5-press for setup/reset (per universal_5press_models.md). These are critical technical errors that derail troubleshooting.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the issue, leaving the customer with a solid red LED and no internet. Critical technical inaccuracies — including referencing a non-existent 'solid pink' LED, misidentifying Ethernet cables as phone lines, and incorrectly instructing 5-press on an MR7350 — constitute materially wrong guidance that invalidates the troubleshooting path. Despite correct escalation handling, the interaction earns an auto-zero due to severe technical inaccuracy.

V1 Case Analysis

MR7350 (SN: 33C10M29D00835) with solid red LED post-thunderstorm. Agent incorrectly instructed 5-press pairing (not supported on MR series), described non-existent 'solid pink' LED state, collected payment without PCI compliance, and failed to isolate WAN issue. Ticket 133223 created; customer advised to purchase Ethernet adapter and callback. No resolution confirmed.

Troubleshooting Steps
  • Confirmed router model (MR7350) and serial number (33C10M29D00835).
  • Collected payment for paid support without documented PCI compliance.
  • Incorrectly instructed 5-press reset (not applicable to MR7350).
  • Advised power-cycling ISP modem and router.
  • Suggested changing Ethernet cable/port on ISP device.
  • Attempted to isolate WAN by advising direct laptop connection to ISP device (customer lacks Ethernet adapter).
Key Observations
  • Agent provided factually incorrect 5-press pairing instructions for MR7350, which does not support this method (KB violation).
  • Agent described a non-existent 'solid pink' LED state at [13:00] and [15:00], contradicting MR7350 LED specifications (KB violation).
  • Agent collected full credit card details over unverified/unsecured line without documented PCI compliance steps.
  • Agent failed to access router web UI (192.168.1.1) or confirm admin credentials, missing basic diagnostic step.
  • Call contained excessive hold time, looping instructions, and no confirmation of resolution.
Positive Highlights
  • Agent correctly identified product model (MR7350) and serial number (33C10M29D00835) early in the call at [00:00]-[03:00].
  • Agent properly communicated expired warranty status and available paid-support option at [05:00].
  • Agent created a follow-up ticket (133223) and provided reference number for continuity at [41:00].
  • Agent demonstrated patience and empathy toward customer's technical limitations and physical mobility challenges.
Agent Errors / Gaps
  • Instructed 5-press reset at [13:00] and [15:00], which is not supported on MR series routers (only MX6200/MBE7000); serious KB violation.
  • Described non-existent 'solid pink' LED state at [13:00] and [15:00], contradicting MR7350 LED specifications (KB violation).
  • Collected full credit card number, expiration, and CVV at [09:00]-[10:00] without confirming recording was paused or documenting PCI compliance.
  • Failed to verify access to router web UI (192.168.1.1) or confirm admin password, a basic troubleshooting prerequisite.
  • Provided unclear cabling guidance, initially calling Ethernet a 'phone cable' and failing to clarify adapter needs for Mac until late in call.
  • Did not confirm WAN status via ISP modem's web UI or signal lights, relying on customer's subjective report of 'flashing orange'.
  • Allowed customer to perform multiple resets without validating outcomes, contributing to inefficient troubleshooting flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call with solid red LED and no internet; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset and 5-press method, but skipped essential steps: did not check WAN port LED, failed to power-cycle modem first, and did not verify physical cable connections or ISP-side configuration.
R3 Met Correct resolution path conf 95%
Agent correctly identified OOW status, offered paid support per policy, and continued troubleshooting instead of dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED states and acknowledged ISP involvement, but failed to logically isolate the fault domain (modem vs router) or determine root cause through systematic questioning.
T2 Not Met Appropriate tools / resources used conf 90%
No use of router admin interface (e.g., http://myrouter.local) to check WAN status, IP assignment, or connection logs — a basic and necessary diagnostic tool for no-internet issues.
T3 Not Met No misinformation conf 95%
Agent referred to non-existent 'solid pink' LED state; incorrectly described Ethernet cable as 'phone line'; instructed 5-press on MR7350 (Intelligent Mesh model) which does not use 5-press for setup/reset.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectations about warranty and hold times, but call lacked clear structure, had repeated silences, and lost direction during physical transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but failed to confirm understanding when customer expressed confusion about cables and ports; used '5-press' without explaining it.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent initiated troubleshooting but transferred ownership to paid support and then to another technician without resolving or fully exhausting options.
O2 Partially Met Proactive follow-through conf 80%
Provided ticket and callback number, but next steps were vague — customer expected to buy hardware and recontact without a clear action plan from agent.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation to paid support was appropriate for OOW device; later handoff to another technician was warranted after diagnostic limits were reached.
E2 Met Escalation prep & handoff conf 90%
Provided reference number and secondary callback number so next technician could access case details — complete handoff context.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized and thanked customer multiple times, but did not specifically acknowledge the physical burden of walking between house and cottage.
X2 Partially Met Tone & rapport conf 75%
Maintained polite tone but did not adjust pacing or simplify instructions when customer struggled with technical concepts like cabling and port types.
X3 Not Met Overall experience conf 95%
Customer was required to walk repeatedly between locations, purchase a new adapter, and reinitiate contact — significantly increasing effort instead of reducing it.
Call Transcript80 turns · 81 lines
Speaker 1
Hi, yeah, um, I have the Linksys, uh, model number MR7350, and, um, I can't get, it's been set up for a couple of years already, but, um, it, uh, we had a thunderstorm, and since then,
00:00
Speaker 2
and register your product by visiting register. linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. I'm calling Linksys my name is Josh, I'm asked to see if the day.
00:00
Speaker 1
I can't get connectivity and on the back of the box, the phone line, that phone cable looking line, is blinking yellow. So I'm wondering how to-- I've turned it off and turned it back on and unplugged that and plugged that back in and it doesn't seem to help. I'm wondering what I can do. yeah, Comporium, North Carolina. Oh, um, on the front, it's, you know what? I need to go. Okay, I'm just gonna walk up there cuz I'm not-- I'm yeah. Okay. Um, it well I think it's I think it's sort of a blue. I sometimes can't tell, but it's kind of a bluey purple.
01:00
Speaker 2
Got this one, ma'am. And by the way, may I know who's your internet service provider? And what's the light on this linksys router right now? Is it currently showing solid red, solid purple, solid blue. [silence] Ma'am. No no worries, ma'am.
01:00
Speaker 1
Okay. Sorry about that. I didn't know cuz it's a cottage that's connected to the house. I just have to walk up. I didn't know if I should be in the house or the cottage. Thank you. At the moment, it's a solid
02:00
Speaker 2
No worse. No worse, ma'am. Solid blue. Is that correct?
02:00
Speaker 1
Yeah, I guess that's blue. It looks a little purple, but I think that's the normal color of it. Yes. Yes, that's correct. Thank you. Yes. It is 33C10M 29D00835. Correct. Yes. Um, yep, hang on, I've got my phone with me. Oops. And um, I think earlier it showed that it did detect it. Let me see. Um, so it detects it, yes. Yep. Okay, so what happens when I click on it, it says no internet connection. Um, yes, it is, because after the thunderstorm, it seems, it, it oftentimes goes out and so they actually came after the thunderstorm and replaced everything. It's the same password.
03:00
Speaker 2
Okay, great. So, can you connect your phone to that network, ma'am? And then check if your phone is able to get online. Uh-huh? No internet connection. Uh-huh, got this one. So, and also, did you already contact your internet service provider to verify if their modem, which is the source of the internet, is online or working? [silence]
04:00
Speaker 1
So it should be the same setup, but they did replace both of those boxes and yes, I am online at the house. Uh-huh. Uh-huh. Okay. Uh-huh. Yeah. Okay. Um, no, that's fine. Yep, I can do that. [silence]
05:00
Speaker 2
Mm-hmm. Mm-hmm. Got that one. All right. So before we proceed for the troubleshooting, ma'am, and I really need to set your expectation regarding the hardware warranty status of this router, okay? Uh, the thing is, according to here on art tool, the warranty status of the router has already expired and I really do apologize, but we can no longer provide assistance over the phone or chat for out of warranty devices. Nevertheless, all our troubleshooting guides and articles are still available in our support website. However, ma'am, if you really wanted to be assisted over the phone, we do have this one-time non-refundable support that will last up to 1R, but it will cost you $15, like 1-5. Mm-hmm. Uh-huh.
05:00
Speaker 1
Yeah. Yes. Yes. Yes, yes, I would. Okay. Do I need to go get a credit card now, because I'll have to walk back to the house? Okay, okay. Thank you. Okay.
06:00
Speaker 2
uh I'm sorry You would like to avail the paid service for this one All right, got this one, ma'am, uh I'm gonna put call on hold for one to two minutes, okay I just need to uh prepare my tools here All right Yes, ma'am Make sure your credit card is ready However, again kindly take your time and I'm gonna put the call on hold now You're most welcome [silence]
06:00
Speaker 1
hi that's correct. okay yeah it is four three eight eight five seven six one eight three one zero nine four two three um yeah one eight three one zero
09:00
Speaker 2
uh, um, let me just verify, uh, your email address is your first and last name, INC, like India Nancy Charlie at gmail.com. Is that correct? Mhm. Thank you so much for confirming. So I'm gonna put the call now off the recording ma'am, so that your credit card information is safe. Okay? So kindly hold on. Alright. So may I have now your credit card number, please? Thank you so much for that one. So let me verify your credit card number. So it's [REDACTED_PAYMENT_DIGITS] Is that correct?
09:00
Speaker 1
Yeah, okay. Correct. Yes, yes. Is 0429? Is [silence] 514? [silence] Okay. Thank you. Okay. Okay.
10:00
Speaker 2
[REDACTED_PAYMENT_DIGITS], yeah. Eight three one zero and then nine four two three, is that correct ma'am? Thank you so much for confirming. And may I have the expression month and year? Uh-huh. And what about the three digit security code? Five one four. So, I'm gonna place the order now ma'am and then rest assured that you will be receiving an email with a happy day receipt, okay? So, if you can give me one minute. You're most welcome.
10:00
Speaker 1
[k relatos Yodel] Yes. Yep. Okay, thank you. Yavel Okay. Okay. Okay, so hold the red reset in until I see a solid red. Okay.
11:00
Speaker 2
Hello, ma'am. Thank you for patiently waiting. So, I have already sent an email, Ma'am. So I'm gonna turn on the recording, Maam. So so that we can proceed with the troubleshooting. All right. So, going back to the issue. Uh, since you mentioned that your internet service provider, uh, told you that their end, the devices online are working. So, for this one, let's try to reset and reconfigure this Linux router instead. So, uh, you're on the Linux router, Maam. Can you press and hold the reset button and do not release it until you see the solid blue light? Solid blue, Maam. Solid blue light.
11:00
Speaker 1
Oh, wait. Did you not put the block on the signal yet? Oh, OK. Can I, should I, should I?[silence] You're the best. Does it take a while, though? OK. Can I, OK. release, um, from tostrc's keyboard. That's the thing you'd have to operate on your end anyway.
12:00
Speaker 2
All right. No worries.
12:00
Speaker 1
Oh, could, could, could I unplug the link this here and take it to the house? uh, okay. Right. uh My laptop, yeah. Okay. Okay. Okay, so it's solid pink now. Okay.
13:00
Speaker 2
Yes, ma'am. Yeah. Oh, no, ma. The links router should always be wired directly to this internet service provider device in the modem, which is the one provided by your internet service provider. It is the source of the internet. However, ma, by the way, uh the computer that you have is it a laptop or a desktop computer? The that laptop. All right. So don't worry, uh we will use the laptop later, ma'am, if ever this router is not be able to get online. Uh-huh. Okay. So, let's reconfigure this router using the five press settings method. So, again, on the linksys router, press the reset button five times within five seconds. So it's like press, release,
13:00
Speaker 1
Okay. Okay. Yes, it was flashing red while I was doing it. Now it's a solid pink. Okay. While we're waiting, could I just ask you, so the phone or the, what, has a phone hook up in the back. There's a yellow light flashing back there. That should not be flashing.
14:00
Speaker 2
press release, press release, five times. Thank you. All right, and let's wait for its light to flash, where that indicates that it is already trying to detect the internet connection coming from your mod FF.
14:00
Speaker 1
flashing should at the back the internet cable... there's a green light and a... Oh yeah there's a green light and there's a yellow light. The green light is solid, the yellow light is blinking. Is that correct or...? Okay. Okay. Okay. Okay. Um It's still showing solid pink. Yup. Okay.
15:00
Speaker 2
On the LAN port ma'am, are you referring to the LAN port on the linksys router? Like at the back...internet. So on, so it's flashing or blinking, correct? uh-huh That's fine, ma'am. Yes, ma'am, that's fine. Uh, that means or indicates that the port is working. So what's the light behavior on the linksys router now? Is it still showing solid pink? I see. Uh, can you press again the reset button on this router five times within five seconds? Thank you.
15:00
Speaker 1
Okay. It's white now. Oh, okay. It's white and it's just very slowly flat, like, on and then off and then on. Yeah. Uh-huh, it is. Okay.
16:00
Speaker 2
All right, so is it now, flashing, flashing white or red? All right, that's great to know. That means that this router is now trying to detect the internet connection coming from your modem. So for now, we will observe its light for one, it's a minute. Thank you.
16:00
Speaker 1
Okay, it's gone blue, solid blue. Okay. Okay. Um, um, um, um, Let me, let me have a look.
17:00
Speaker 2
all right however we will wait for another minute just to make sure that it is already working our online all right however solid blue that uh solid blue that means that the node sorry the router is already working so again to make sure we will wait for another minute and by the way ma'am does your phone have a Lingus app hmm no worries
17:00
Speaker 1
Oh, what, what does the icon look up like for the app? Uh, Okay. Um, I don't see. Okay. Okay. Okay. Oops, I just Uh, nope, I just looked up and it's Sorry, I just looked up and the light is a solid red right now. Okay. On the lens see or the router at my
18:00
Speaker 2
, it has a, it has a big letter L and the color of that one is blue and it has a back background, sorry, black background, like color black. Don't worry, man, if you don't have one, we can just install it on your phone. So is the light on this I'm sorry, solid red. I see. So that means that this router does not have an internet connection. So, uh can you like reboot or restart the modem, man? So for reboot or restart, you may simply unplug and replug its power cord from the power outlet [silence]
18:00
Speaker 1
Oh, okay. The modem at my house. The linkless. Oh, oh, wait. Sorry. I'm not technical so router and modem and all these things. So you're not talking about the linkless units in the cottage. You're talking about the original piece at the house. Okay. So I need to go down there. I'm sorry. This is going to take a minute. I need to walk to the house again and unplug it. And when I unplug it, I just leave it unplugged for a few minutes or okay. So I don't need to wait any time. Okay. Yeah. I'm not sure. I'm not sure if I have like this other device. It's like. Or do I or go to the. Do you need to go to like the non? Terrible. Got you. It's not terrible. Is it like. It's a, it's a, it's already connected to the router. It looks like an ethernet cord. So what. When I pull on it. Oh, there you go. Yeah. I actually pull it out. The one that it connected to the. Yeah.
19:00
Speaker 2
the modem uh the internet source Source of internet([])
19:00
Speaker 1
**Speaker A:** When I get to the house, so, there's two boxes, and again, I'm sorry, I'm just not technically proficient.
20:00
Speaker 2
... the white part or the wall part? ... No worse Uh-huh. And no worse ma'am, once- let me know once you're on the box. Yes ma'am. And also, since you are already on the box, can you tell me the model number of that device? because I want to make sure, or I want to check, if that device is also a router or just a pure modem.
20:00
Speaker 1
Oh, okay. Thank you. Um, so while I'm waiting here, okay. So there's two boxes. One is a little black one called Comtrend. And do you need what? You need some sort of serial number or something on that? Um, is this the, this is the Linksys, right? This one, yes, no, the Linksys is, yeah, it's connected to the other box, not not the Comtrend. It's a big, it's a big white. Yeah, it's a big white box. [silence]
21:00
Speaker 2
[silence] is this one, is this the one where's this links is router connected, ma'am, or is it on the other device? and yeah, when I say, the other box even can you reboot that big white box as well and I need its model number for that one, okay?
21:00
Speaker 1
Okay, so reboot this but so I I've unplugged the power to both and okay I don't actually see a model number on it. There's actually no model there are no numbers on this thing. Wow. oh, hang I just opened a little compartment and I got it yes, it was yeah, both both are and they work in conjunction. Okay, so model number. Okay. Model is U4. um uk and then gf 2029 E. Okay, I'm going to plug them back in now.
22:00
Speaker 2
Yes, man. I see. However, that device was also provided by your internet service provider, correct? Uh, no worries. Yeah. All right. All right. Thank you so much for that, ma'am. So, just let me know once you have rebooted or restarted those devices, okay? Uh-huh. [silence]
22:00
Speaker 1
[rubishing], And. Okay, they're plugged back in. Just wait for the lights to. Jim, is there normally a light on this one here? OK. They're both plugged in now. OK. There's no. Yeah. OK. They're plugged in. It looks like this one lights are flashing, the other one. And you say this normally goes red? I think it's. OK. Cuz it flashing orange right now, but that'll just take a little bit of time. I don't know.
23:00
Speaker 2
so all right so both devices are already plugged in and can you also
23:00
Speaker 1
how many ports it's yes yeah there are two two ports there are two ports yep um yeah so there's number one and number two it's hooked into number two to wire that directly yeah so I can I'm gonna I'm in the house so I use my my computer here to do it
24:00
Speaker 2
I'm sorry, ma'am. Can you also check how many ports or LAN ports this white box you have there. [silence] I'm sorry, are you able to see the yeah, all right. [silence] two ports. Uh-huh. And may I know which port is the lens router currently connected? [silence] Number two. All right. So going back to your laptop, does your laptop have an ethernet or LAN port? Like, can we wire it directly to this device, is it possible? [silence] Yes, ma'am. So [silence].
24:00
Speaker 1
And. Okay, so I need an internet cable on my computer. Uh hard and hook it into what? Okay, so if I do that I'll have to take the links out disconnected. And. Okay. Okay, and I yeah I need to find a [silence]
25:00
Speaker 2
However for now, yep for now kindly get your laptop and make sure that you have an extra Ethernet cable. And just let me know once you are back on the or near on the white box because I'm gonna walk you through on how to check if this back really has an internet connection. Mhm. Mhm, to that white block sorry white box, ma'am. Yes, so that's correct, so currently we are trying to isolate the issue since the linksys router does not detect or couldn't detect them.
25:00
Speaker 1
Can you help me find a cable? So I need a cable that has a phone line on one end and something that can plug into my computer. Ooh. Um, you have got one. I don't I don't know if I have a cable that looks like that. Okay. That's double-ended. Sorry, I'm just looking for a cable that might work does I'm not sure. Okay. Okay, thank you.
26:00
Speaker 2
yeah I and that and the name of that cable is ethernet huh no worries ma'am and kindly take your time you're most welcome
26:00
Speaker 1
So I just looked through all my cables. I don't think I have anything that would plug into, that has a phone cable on one end and a computer cable on the other. Is that like a specialty cable that I would find somewhere? Okay. Um, oh, okay. So I, sorry, I'm at the house with the white box.
27:00
Speaker 2
No, ma'am. It should, it should be the same cable as you use on the linksys router and it's not a telephone cable. Uh it's it's an ethernet or yeah land cable. So so if don't worry if you don't have one, uh you may just uh replug or reconnect the linksys router to this white box. Mhm.
27:00
Speaker 1
px and the length this unit is in the cottage. Do I go unplug it and bring it to the house? And connect it directly to the white box, okay, okay. But via a cable that's 100 feet long. Yes. Yes, okay. Yes, it is. Yes, I did. Okay, so so I need to go back up to the cottage, right?
28:00
Speaker 2
no ma'am Yeah. uh, Yeah. Yes, ma'am. So, all right, so, is this linister router still plugged into the white box? All right. And I assume you already rebooted or restarted the this white box as well, correct? All right, thanks so much for that one. So let's go back again to the linister router, ma'am. And then we will
28:00
Speaker 1
Okay. Thank you. I'm getting my exercise today. No, that's, oh, I appreciate your help so much. This stuff, I'm not good at this stuff. Okay. So I'm back, back in the cottage and the light is a solid red.
29:00
Speaker 2
ma'am. It's in a cottage. and I really do appreciate this one, ma'am. And I appreciate your cooperation. Thank you. Uh-huh. Uh-huh. Uh-huh. Solid, Right. [silence]
29:00
Speaker 1
Okay. yeah. Okay, got it. So I'll need to get my computer and the thought I'm having is when I bring my computer up to the cottage and unhook the internet cable from the Linksys and put it into my computer is that I won't have internet connection up here. It's
30:00
Speaker 2
Nice. So this that means ma'am that the router still does not have an internet connection and for this one we really need to isolate the issue. um by the way. Yeah, I really do apologize for this one ma'am. Uh did you bring the laptop with you? Because we can just like unplug the ethernet cable from the Linksys router and then wire your laptop directly. And once we do that or once we done that one, that's the time that we can check if the white box really providing internet connection to the other Linksys router. This.
30:00
Speaker 1
too far away from the house. Oh. Oh. Right. Got it. Yeah, okay. Oh right. Because it's like a phone line connection, is that correct? So I need that port on my computer. Okay, I don't I have a feeling that I don't. But I'm going to walk down there and see and I'll just bring my computer with me then.
31:00
Speaker 2
And however, since it is a LAND connection, your laptop should still be able to have an internet. As long as the whitebox has that internet connection. However ma'am, before we do that, you are certain that your laptop has an Ethernet or LAN, correct? Because not all laptops have that feature ma'am, or ports on their device. So, however you can double check that. Yeah. Yes. Yes ma'am. So, I see. So, if that, I understand then. So, I understand.
31:00
Speaker 1
Yeah. Uh, Yeah. Okay. Hello? Oh, you're there. Okay. Um, Yeah. Um, okay. I mean, I kind of feel like I know it's working because we've used our computers here and we can see that we're online. Um, is there any way when they Oh, go ahead. Um, Oh, you're muted. Huh? Oh, go ahead. Okay. Um, yeah. We can hear you now. You can unmute. Um, go ahead.
32:00
Speaker 2
And ma'am and yo, we really need to do this one, Ma'am, since u, your internet service provider already mentioned that at their end, the device is online. However, if none of our work around works, uh, I'm afraid we you really need to contact again them, Ma'am and then double check if they're if on their end, the device is really working. However, rest assured, huh? However, Ma'am. yes, Ma'am. Yep. Still here. Like. Yes, sorry. Uh, when you say when when you say that your device is able to see it, do you mean that they can see the wifi net? [silence]
32:00
Speaker 1
Yep, I'm just online here at the house and so when I go to um, oh my system settings um, Hey Jim, sorry, can you help me here? Where do I see that we're connected down here? Oh, here we go. Right, is that it? And it says connected. What's a Thunderbolt Bridge? Okay, okay, um, so when I look on my computer, I'm in the cottage and it says, the internet, the, yeah, the network I have here is, it says connected, that is connected.
33:00
Speaker 2
Hi. What's the network or Wi-Fi name of the modem, Ma'am?
33:00
Speaker 1
That's correct, yes. Uh-huh. So, it doesn't. So you mean like a phone connection? Yeah, it does not have that. Yeah, yes, that's correct. It's internet too. Yeah.
34:00
Speaker 2
online as well, correct? Like when you tried to access – all right. So got that one. So on your lab top man, can you check if it has like an ethernet or a land port? Yes, ma'am. So, all right. And during the issue ma'am, since you, uh-huh, since you mentioned that your internet service provider, uh did change their devices, uh can you check again, to which port is this lens router connected to the Wi-Fi packs. because I believe you mentioned that it's currently connected or plug in to the ethernet LAN two or LAN two or ethernet two? Can you like unplug it first? [silence]
34:00
Speaker 1
transcription.
35:00
Speaker 2
from the Ethernet 2 and then plug it on the Ethernet 1 or LAN port 1. I see. So hold on, ma'am. Uh-huh. So, and this white box only have two ports, correct? I see. Got this one. All right. So for this one, ma'am, I really need I really need to apologize. Uh, we we really need to have a computer that can be warred directly to the LAN port too on this white box. Since
35:00
Speaker 1
Oh, oh, wait. You know what? You know what? Hang on. But I don't need a phone like I, I'm sorry. Can you help me one more time? If I have a cable that goes from there, it looks like two USB things that I can do. Hang on. Hang on. Do you see this? So, can you help me find a cable that will fit both of that? That won't fit in there. Hang on. I think that. Yeah, go ahead. Go ahead. It's a Mac. Right. Yeah.
36:00
Speaker 2
Again, this is the one of the source of the internet connection. And yes ma'am. Oops, it's... By the way, may I know the model of... alright. No worries. Ha. Thank you, ma'am. May I know the operating system of your laptop? Like is it a Mac or Windows? Ah. Ah I see. And for this one, you really need to have a word adapter or LAN adapter ma'am in order for this one. Like the Mac be, we are directly to this white box. However, so... [silence] So...
36:00
Speaker 1
Yep. It was. Yes, that's correct. Yes. Correct.
37:00
Speaker 2
So, your setup is the box box coming from your internet service provider connected to the land port one on this white box. So, we cannot unplug the able coming from the box, like the white box, since that's the source of, sorry, that's where the black box is currently connected to. By the way, was this white box also provided by your internet service provider? I see. I see. I got this one, man. And the one you mentioned earlier that your devices are able to see or connect to your network, that was, so that that network was coming from this white box, correct? Since it is also a router. All right, so there's no, all right, so that there's no doubt that the white box is online. [silence]
37:00
Speaker 1
um yeah okay i kind of feel like what i need to do what time is it gosh i just i i you know what i i have an appointment and yeah okay um i mean maybe what i should do is buy a cable
38:00
Speaker 2
or providing wireless connection. However, for its LAN port, like LAN port 2, the only way to check ma'am if that port is working is by hardwiring a device to it. And however ma'am, since we don't have a computer that can be wired directly to that port. Is it possible to contact again your internet service provider and I will be like providing or processing a call back within 5 to 10 minutes to check what's happening on the specific port on the LAN port ma'am on this white box. Please.
38:00
Speaker 1
where I can hook my computer to the white box and then call back would that be useful? Yeah. turn turned on or off? sorry off. okay. okay.
39:00
Speaker 2
e-Yes ma'am, that would be the one of the work-a-rounds as well? Yes, you need to purchase, uh what you call this, a word adapter on for your MAC. And then once you have that one, just unplug the cable coming from the linksys router, and then word your PC directly into the white box. So once the PC is worded, ma'am, check if the computer or your MAC is able to get online. However, before you test or during the test, make sure the Wi-Fi the Wi-Fi network or features on the MAC is turned off. So that you're only. Yeah. Sorry, off, ma'am. Turn off. So if your computer is able to get online while word to this white box, and also, while the Wi-Fi is turned off,
39:00
Speaker 1
Okay. All right. Um, so I guess the only thing I can do is go and buy the cable and then make another call. And could I get you? Is there any way of getting you directly? Okay. Oh, great. Okay. Super. Um, great. Okay. So you have a phone, a phone number I should call.
40:00
Speaker 2
That means that the port is really online or working and that's the time that we need, we need to further isolate or troubleshoot the links is router. And don't. Yes. I I really do apologize, man, but you might be uh interrupted mm with or be assisted with another technician. Sorry, another technician. However, I will be providing you a ticket number so that the next technician can easily pull out your records and also you still have 30 minutes here so that you can just continue this paid service with the next technician, okay? No worries, man.
40:00
Speaker 1
Okay, great. And what is that? No. Yes, yes, I am. Yeah. Uh-huh. 223. Okay, so when I call the number, I get, sorry, sorry. When I called them, I give them that's like a reference number, is that correct? That's correct. Okay. Oh, great. Okay. Oh, super. Thank you so much for your help. I really appreciate it.
41:00
Speaker 2
yes ma'am so the phone number is still the same which is the yeah 800 326 711 4 however i will be providing you a second number so that the next technician can easily pull up your record are you ready for the all right all right it's one three three two two three yes ma'am so again it's no worries yes ma'am reference number and i will also note here that you still have uh 35 minutes left regarding with your paid service all right you're most you're most welcome ma'am and thank you so much for your
41:00
Speaker 1
Okay, okay. Okay. Okay. Yes, I will have that. Okay. Thank you. Okay, and you. Bye.
42:00
Speaker 2
Ma'am please, uh, so, before you, uh, uh, before you call us again, make sure that you already have the, uh, adapter ready, okay. So that we can, uh, uh, further isolate the, uh, the problem. All right. Uh-huh. Uh-huh. Um, uh-huh. Um, okay, yes. Yeah. All right, Ma'am, you're, you're, uh, you're most welcome. Ma'am, again, thank you so much for calling Linksys, Ma'am. You, you have a good day. [silence]
42:00