V2 Rubric Detail — 509b87c2-774b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-04 01:54
Duration
62m 37s
Contact
Ama Boadi
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00135886
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall52.0% (+15.9)

V2 Grader Summary

The agent maintained ownership and provided technically accurate information but failed to meet OOW best-effort standards by dismissing the case due to EOL status without offering paid support or full troubleshooting. Customer effort was increased through repetition and lack of follow-up support, resulting in a partial resolution despite no critical compliance failures.

V1 Case Analysis

EA6350 flashing white light, no internet. Out-of-warranty (expired 2021). Agent failed to offer paid support, gave conflicting warranty info, did not acknowledge customer frustration, and incorrectly closed call. No resolution achieved.

Troubleshooting Steps
  • Collected model and serial number
  • Advised power-cycle and factory reset
  • Recommended skipping firmware update during setup
  • Suggested direct Ethernet test with TV
Key Observations
  • Agent failed to offer paid support for an out-of-warranty device, violating protocol.
  • Gave materially incorrect and contradictory statements about warranty and support eligibility for newer devices.
  • Did not acknowledge or de-escalate customer frustration despite multiple explicit expressions of anger.
  • Incorrectly claimed inability to send follow-up email, missing a key self-help path.
  • Call ended without any operational closure path, resulting in customer abandonment.
Positive Highlights
  • Correctly identified flashing white light as potential firmware load failure (transcript [51:00]).
  • Provided accurate basic troubleshooting: power cycle, factory reset, and skip firmware update during setup (transcript [51:00]–[55:00]).
  • Suggested valid test: connect TV directly to wall Ethernet to isolate upstream issue (transcript [58:00]–[60:00]).
  • Collected accurate model, serial, name, and email (transcript [36:00]–[39:00]).
Agent Errors / Gaps
  • Failed to offer paid support despite clear out-of-warranty status and support eligibility signal (transcript [43:00]–[49:00]).
  • Provided factually incorrect information: claimed newer devices have no support beyond one year, contradicting Linksys policy that newer non-EOL devices are supported beyond one year (transcript [45:00]–[50:00]).
  • Failed to acknowledge customer frustration at [47:00] ('Don't piss me off') and [48:00] ('She can't, she can't'), violating Angry Customer Protocol.
  • Incorrectly stated inability to send follow-up email, depriving customer of a valid self-help path (transcript [52:00], [62:00]).
  • Gave contradictory warranty statements: first said EA6350 warranty expired in 2021, then implied all devices lose support after one year, which is false.
  • Did not escalate or document case properly; call ended with no next step or follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the router was defective due to EOL status and directed customer to building owner without resolving connectivity issue or offering paid support.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about LED status, suggested power cycle and reset, and guided customer to test wall connection via TV, but skipped foundational steps like confirming modem reboot or testing speed at modem before concluding issue was external.
R3 Not Met Correct resolution path conf 95%
Agent dismissed case solely due to EOL status without offering best-effort troubleshooting or mentioning paid support, violating OOW standard requiring real troubleshooting attempts even for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified flashing white light and considered firmware corruption but failed to ask if customer had already power-cycled modem or tested connectivity at wall before reset, leading to incomplete diagnosis.
T2 Met Appropriate tools / resources used conf 92%
No advanced tools (e.g., remote session, logs) were available or necessary; agent relied on verbal guidance appropriate to the scenario, including LED interpretation and physical checks.
T3 Met No misinformation conf 94%
Agent correctly explained that flashing white light may indicate firmware loading issues and gave accurate reset instructions consistent with KB guidance for EA series.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent introduced himself and attempted structure, but had multiple unexplained silences, placed call on hold without clear reason, and allowed conversation to become disjointed, especially during warranty explanation.
C2 Partially Met Confirmed understanding conf 85%
Agent used consistent terminology but misgendered the customer as 'ma’am' throughout despite unclear gender cues, and did not adjust language complexity during customer confusion about support policy.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent remained on the call, did not transfer, and attempted to guide the customer through diagnostic steps until closure, demonstrating ownership despite limitations.
O2 Not Met Proactive follow-through conf 90%
Agent provided no timeline for follow-up, failed to honor customer’s request for an email summary, and gave no clear next steps beyond 'contact building owner' without specifying who should act or when.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted — the device is EOL, and the suspected issue (wall connection) falls outside Linksys support scope; agent correctly determined L2 escalation inappropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the product status and nature of the issue.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized multiple times but did not explicitly acknowledge the customer’s frustration over repeated troubleshooting or being stuck with legacy equipment provided by management.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a polite tone but did not adapt pace or style to the customer’s growing frustration, repeating explanations without checking understanding or simplifying.
X3 Not Met Overall experience conf 94%
Customer had to repeat personal details, spell out email multiple times, and perform redundant checks; agent failed to reduce effort by refusing to send a summary email that could streamline communication with property management.
Call Transcript51 turns · 65 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. If you are experiencing issues with your Linksys product, and it is no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot. at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash R slash linksys. [silence]
00:00
Speaker 1
Come on, bro! I think it's the best line we can Yeah. This is far. There's a very good chance. It would have been fine anywhere. ridiculo oh buying women okay oh we hope so I'm just for parts uh oh I'm sorry, the audio content is currently unclear, as there are no clear words or sounds so far. It appears to be an incidental audio. Please try either re-uploading the video or another one. It's online so it's like really. Okay. Cool. Cool. Cool. Cool. Cool. Cool. Cool. Cool. Okay. Cool. Cool. Cool. Cool. Cool. He's like a bag. Oh, where's bones bro? Oh, damn. Oh shit. Ooh, that's one. There you are. What else? Yeah. Okay. [silence] Karla, who also wears yellow, you dummy. You dummy. You fucking dummy. Fucking idiot. uh It's not, not aliens. You versus mine, fuck. Oh, do you know how traffic that is? I was the keynote I've seen, and we went this thing, which brings this this is us. I know, thank you. I think like everybody can do is, yeah, I'm completely cut off from the outside world. Like nobody can reach me.
03:00
Speaker 2
Linksys technical support. My name is Paul. How can help you today?
35:00
Speaker 1
Okay. Oh, I'm confused. Um, I think it's both. I can give you the model number and you can tell me if you can help me. E A 6 3 5 0 v 4. Uh, yeah. One sec. Um, zero number. Oh, um.
36:00
Speaker 2
Oh, unfortunately, ma'am, you've reached Linksys technical support. So we don't. Yeah, we are not. So for the outage, I suggest that you call your ISP. Because for Linksys, we only troubleshoot the Linksys Router. So if there's an outage on your internet, then it has something to do with the modem, not on the router side. If there's... Hm? Yeah, sure, go ahead. Mhm. Yeah, EC550. And how about the serial number, ma'am of this router?
36:00
Speaker 1
[DOWNWEIGHT] 14 Y for yogurt for 0 M for Mary, 23 B for Bravo, 06958 yeah one sec um it's been down for maybe six hours it hasn't it's just um it I've tried every single troubleshooting the last one I'm working on right now is just a full like reset so I I have the updates and when I I'm at the last step where I
37:00
Speaker 2
Okay, that's one, four, Y, four, zero, M, two, three, B, zero, six, nine, five, eight. Did I get correct? Okay, but wait a minute. What seems to be your concern right now? So you just lost your internet connection and what did you do, ma'am, after you lost your internet connection? I see. Then it just recovers by itself. Mhm.
37:00
Speaker 1
It says it's updating the wireless settings, um, but it's, it was flashing, very quickly, the white, white light, um, and there was no connection. I've tried all the troubleshooting tips you can think of. You can ask me what I've tried, and I'll answer. But, let's... Oh, okay. Okay. Okay. Okay. Ah... Okay. Uh, first name A, M, A. Last name, Bravo, Oscar, Alpha, David, India, Golf. M as in Mary. A A c for Charlie, H for Harry, I for igloo, E for echo, n for Nancy, a for alpha, b for Bravo, a for alpha at gmail.com. n for Nancy, a for Bravo, a for alpha, n. Okay.
38:00
Speaker 2
okay so your first name am oh name starts with an A N A at the end M as in Mary Anna okay and your last name is Bodie okay and then how about your email address okay so that's A-A-M-A-A-C-H-I-A-M-ABA@gmail.com right
39:00
Speaker 1
yeah i I don't know. It's through my, um, go ahead. I have no clue through my, my, the property management and it's corporate, so I I honestly don't know. Yeah. Um, Like, have I tried using other devices? This is a different device. Yes, I am, but it's just it's a like it's just me in the apartment. I live by myself, so yeah. Oh, yeah. I called my, um, like my building and
40:00
Speaker 2
at chinova at gmail.com and who's your ISP ma'am your internet service provider is it uh I yeah is it spectrum yeah what company? oh uh yeah I see so you don't have like a visibility on your modem and just to confirm ma'am when the connection goes down is is it experienced by your do you have other users from your company here with this ISP? like other users or other person using I know I mean are you on like on an apartment ma'am? yeah I see.
40:00
Speaker 1
They said no one else has reported any Wi-Fi issues. So far, yeah. And it's a holiday, so it's a little bit harder, but they said no one has called them. Yeah. Okay. Yeah, it's still blinking, but it's done with the update. White. It says when you to connect. Huh. Okay, so it's done with the update, but it's giving me two options to hit the back or the next button, but none of them are highlighted. I'm just going to try connecting and see if it works. Yes. yes. [silence]
41:00
Speaker 2
Mhm. Yes. Oh, so you're the only one. Yeah, if that's the case ma'am, then maybe there's something wrong with your router. Oh, okay. Uh, okay. Yeah, if that's the case then we can say that there might be something wrong with your router. Okay. So, what's the status light on the router right now, ma'am? I'm linking. What color? Thinking. link. Thinking what . Yeah, try to check ma'am, if you can see your new Wi-Fi name. Just leave the Engage AP. Just go to tab view wireless network. Check your
41:00
Speaker 1
Gotcha. Yeah. Well, okay. Yeah, I don't think it's working. It's a pretty bad storm, so I don't know, maybe. Yeah. Yup. It's that, but Yeah. Yeah. But I don't think it's working, um, Yeah, I can. I it's updated. Yeah. Let me try my computer. I don't think. It Yeah. Yeah. It's just not working. It's just says, um,
42:00
Speaker 2
if you can see your wifi name yes, you might get disconnected from your wifi since you configure the router can you see your wifi name or no you can and what happened when you tried connect with it let me see I
42:00
Speaker 1
The server can't be found. Like, I'm not. Yeah. Yeah. Yeah. Okay. Sorry. Sorry. Sorry. I'm confused. So again, I just want to clarify that I don't own the device. It came with the building. Um, so what are you seeing right now?
43:00
Speaker 2
and the status light ma'am is it still white flashing white or solid still flashing let's see yeah because yeah regarding your concern and ma'am I also checked our resources and it appears that your device is already outside of its warranty period ma'am and yeah unfortunately and also this device came to its end of life so this is not well yeah it's not valid for support and replacement anymore ma'am yeah I'm sorry for that yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah
43:00
Speaker 1
Uh-huh. [silence] Forgive me. I'm just confused. So, I can't get tech support from. So, if there's something wrong with it, they have to send me a new one. Right. But it's just like for you to just end the call on, we can't help.
44:00
Speaker 2
the warranty period. Also, it came to the end of life. So this means, this, this router is not valid for the support anymore. So for this one, I would suggest that you try to call your, look, yeah, the owner of your building. If they have a technician, then you can ask, yeah, for assist assistance from them. Yeah, we cannot provide support with this router, ma'am. Yeah, we cannot provide, take support with this router anymore. Because it's already came to its end of life and it doesn't have an available update anymore. Basically, yes, ma'am. I can try to ask your, yeah, the building owner for that. Ya, they might they might be able to assist you.
44:00
Speaker 1
you is a little wild to me. Like, what are my options? Does someone have to pay you? Like, yeah. Yeah. At all? What, what's the, the timeline? Like how many years? Yeah. Okay. So how long, like when, when I, when someone purchases a new router or modem from you guys, how long does the support period last? So after one year you guys won't help customers that are having issues with their device. [silence]
45:00
Speaker 2
Yeah. Yeah, so regarding your concern for devices that came to its end of life, ma'am, yeah, we don't have any available support for that. EES for the devices that already this so this yeah, so this device ma'am, the warranty of this device expire last 2021. Yeah, this device has only one year hardware warranty and support. Hey Yeah. It's just this device ma'am because this one Because this device is considered as our legacy [silence] for link sys. So yes, it's it's not manufactured anymore. [silence] Yes, so for the newer devices, it has a one-year warranty period. [silence] So for the newer devices, ma'am, we have actually support options. [silence] Uh by the way, ma'am, let's place this call on hold for just double-check for the newer devices, okay? Okay? Let me just double-check that the support for the newer devices.
45:00
Speaker 1
[silence] Not working. I'm squeeeeeee. Don't piss me off. Don't piss me off. You all my [unclear] [silence] Oh, this apartment is literally just like, what the fuck? Every day something new. Like, I can't. I can't. [silence] She can't, she can't, she can't, she can't. No, no, no, no, no, don't reset, don't reset. I'm not on the moon. Don't reset, don't reset. Oh my God, no. Thank God. Yeah, I'm here. Yeah. Uh-huh. So, after the one year we're on our own. So, if I buy a device today and it expires in one year, you don't know what my options are after that. [silence]
47:00
Speaker 2
Hello, hello, mantha, thank you for patiently waiting. I apologize for that dope. okay, so, yeah, upon checking, yeah, for the newer devices, ma'am, so as of this moment, we don't have yet a process in place for them if there will be a support options in the future. yes, because linksys is. Again, that we don't have a process yet in place. This newer web routers is just device recently.
48:00
Speaker 1
What about the products purchased this already? So if I bought a router, 2025, right? And it's been a year. What are my options? Hypothetically. Uh-huh. Okay, I hear you. If I had called and my device was from 2025, but it has expired and it's not a legacy device, right? It's 2025. As long as After the one year, there's no support if it was purchased in 2025.
49:00
Speaker 2
As of this moment, time, we don't have yet a support, a supported place. Yeah, but that one that's already Mmm. Yeah, so for that, yeah, so as of this moment, ma'am, as of this moment, since we are actually still working for our creating a guideline for the supports, we still support devices as of this moment, if it's more than one year. Yes, it's, as long as it's not legacy, man, then we can still support those devices. So we actually have like a list of end-of-life devices. Uh, that depends ma'am if your device is on the n
49:00
Speaker 1
Okay. Okay. Okay. So, end of support products, the more recent ones, after the one year, what are our options to get support? I'm going to be in this apartment for a long time. I just want to know ahead of time. Uh-huh. Uh-huh. uh-huh. uh-huh. How long is the period? yes yes yes yes oh You're thinking you don't have an end point, but right now you're still supporting support for those devices? That's all I was asking. Okay.
50:00
Speaker 2
list of our end of life and end of support products. Because we have like a specific list. Yeah, so for the, yes, for the newer routers, ma'am, we have purchased around 2024 or 2025, yeah, we still support those devices because it's on the list. So, what do you mean for the support? Yeah, the support period. Yeah, so as of, again, ma'am, as of this moment, we don't have yet a process in place. So, we still supporting those devices. Yeah, if we received this calls, if devices purchased around August 20, I mean, 2024 onwards. Yes, yes, ma'am. It just happened that this.
50:00
Speaker 1
Uh-huh. Is very old. Yeah. Don't worry. That makes sense. No worries. Um, do you know, I know you can't help me, but what is the flash and what's the flash weakening, the white one? Yeah. Okay. Okay. I I told you, I've I've done it all. I've done it all. But, uh-huh. Uh-huh. Yeah, that's what I was working on when you, when I called you, um, like I changed, it's reset. Yeah, for 12 seconds. The red one. Oh my.
51:00
Speaker 2
Yeah, I'm so sorry, mom, to confuse you. Yeah, it just happens that the device that you have, the EA6350 is on the least. Yes, it's just very old. Yeah. Yes. It it has a flashing white light and that indicates that the router is that it's not loading, it's firmware properly. So there's a possibility that the firmware might be corrupted or the router is rebooting. So what you can do, ma'am, is you can try to reboot the router. Try to unplug and replug it from power. Have you already tried it? Yeah, have you tried to reset the tool, ma'am, the router, like by pressing the reset button on the back the one on? Yeah, did you press, ma'am, the button inside the hole or the blue button? Now you stop pressing it, ma'am, for 30 seconds. See if it makes a difference. [silence]
51:00
Speaker 1
Okay, sure. Um, and before you go, are you able to just send me an email with what you said, so I can send it to my property management team because, it might just be a lot of back and forth. It might be faster if I can just tell them, "Hey, like, I called the company, and they said this is the issue. I need a new router. Huh? While you're on the phone?" I thought you can't help me. Or you mean you can't send me a new device? Oh. Oh, oh, okay. Thank you. Oh, okay. Yeah. Okay. Okay. Okay.
52:00
Speaker 2
Yes. But before that one, we'll try first to reset the, we'll reset the router. See if the light becomes solid. Yes. Yes. uh yeah, but it just reset now. So what we are trying to check uh if the device is defective, that should be fine. We can do that. Uh at least you have an idea if this still if this thing can still be configured because based on the light you can tell if the router is dead or uh still fixable. Uh 30 seconds and while holding in that try to observe the light if there's uh uh [silence] uh [silence] any uh any indicator that that the uh [silence] and just wait for it until it's uh the upper light becomes solid. If all lights becomes solid, yeah.
52:00
Speaker 1
It's slowed down, but. Right, seven seconds. Okay. Yeah, the light went off. Okay, it's back. So I can let go now, right? When it resets to the factory Wi-Fi name and I connect to it, should I have internet or do I have to go through the setup process before I can get, okay? Yeah. Okay.
53:00
Speaker 2
okay yeah try to reset. Hmm? Yeah, let's give it some time. You have to go through the setup process man, before you can use router because if if you don't set up just connect to its WiFi name, the router will not work properly. You can't even access some websites. [silence]
53:00
Speaker 1
Okay. Um, it's still, but that's what happened when I reset it last time. Um, and then after I connected, I finished the setup, started blinking again. Start blinking again. No, it's still. No, no, no. It's, um, just a solid light. But I was saying that that's what happened are white. Yeah. [silence]
54:00
Speaker 2
It's still flashing. What color? [silence] Solid solid white. Check if [silence] you can see it's there. [silence]
54:00
Speaker 1
Yeah, it resets to the factory WiFi name. Oh. Yeah. Oh. Oh. Okay, so I'm on the page where it says, link this Linksys smart WiFi setup. I'm going to agree to the terms and click next. That's fine, right? Okay.
55:00
Speaker 2
Yeah, okay. So for this one, I would suggest that you try to connect. Yeah, try to run the setup process again. Yeah, when you reach the part where it asks you, like, check the firmware, try not to check the firmware. Do not update the firmware. Just uncheck the box. Then just finish the setup. Yes. That's because sometimes it will not stop looking for the update. Yes, and if it cannot find the update, it will just keep on searching. Yeah. Yeah, do not personalize the Wi-Fi settings yet.
55:00
Speaker 1
Okay. [silence 45 sec] Uh, it's, it has shown me the um, please wait loading icon. [silence 16 sec] It's almost there. [silence 3 sec]
56:00
Speaker 2
Just let the setup finish. Yeah, don't press and lize anything. Just leave the default. How is it going, ma'am?
56:00
Speaker 1
Okay. Now it's telling me to restart my modem. You're saying don't do this. Yeah. It's flashing again. White. I have a Macbook. It's one of the new ones, but no, So, no. It's the most recent Macbook. I don't
57:00
Speaker 2
Just try to connect, like, to connect your computer directly [silence] to the modem. [silence] Then check if you can go online. [silence] I mean [silence] Oh yeah, I see. [silence] Yeah. [silence] Do you have, uh, a dock? [silence] Like a thunderbolt dock. [silence] Cuz I believe docks has an uh internet port where you can connect uh a cable to it.
57:00
Speaker 1
know that I see a connection that it it doesn't right? Yeah. the wall. Okay. Oh, oh, yeah. Okay. Yeah. Yeah. Okay. Yeah. No, I can't. Yeah. Yeah. Um. I do.
58:00
Speaker 2
Yeah, there doesn't have, Yeah, there doesn't have an ethernet. Yeah, so it could be that there's something wrong with your connection coming from the Yeah, from your apartment. Yeah, from the wall. The easiest way like to check it is to connect a computer directly to it. Yeah. Yeah, that's why it just keeps on flashing white because it cannot detect any connection from the wall. Yeah, so much better, maybe, if you try checking it first. I, someone can not sure. Yeah, you do that since you have a MacBook. Right. Yeah. If you can maybe you can ask your landlord or somebody to try to check to try to connect a device to it. Then, that will do or your TV, ma'am. How about your TV? If you have TV where you can connect it? Yeah, by cable.
58:00
Speaker 1
Oh. Oh. Okay, a little bit, I'm on. Oh my God. Sorry. Sorry, what do you say? It's not. It's not. Oh, okay. Yeah. Okay. Let me turn it on. Yeah, it's in. Yeah, I found it. It's in. So go to my TV settings and see if it's connected to the wife. I
59:00
Speaker 2
you can try to connect it to that wall see if the TV is online. but the maybe yeah if it's mounted on the wall then that requires yeah that's still that possible. yeah you can actually try the TV but if it's mounted on the wall yeah then maybe you might be having hard time yeah but yeah if your TV has an Ethernet port then you can try to connect it to that wall see if it comes online. is it possible for you ma'am like to connect the TV via Ethernet cable directly to the wall? yeah give it a try. yes I know not Wi-Fi ma'am like uh
59:00
Speaker 1
Yeah. Yep, it's in. Connect it to the wall. Do you want me to connect it to the wall or to the router? To the wall, yeah. Yeah. And where do I go on my TV then? Oh, gotcha. Uh, okay. [silence]
60:00
Speaker 2
Net like wired connection via cable directly to wall. System: then check if it's to墙 So, we are, you are trying to check if connection from墙 Yeah, then try to check if your TV is online, if it has internet. Or maybe you can try to play YouTube Live.
60:00
Speaker 1
Yeah. Um, no, it's said, um, network not found. So it's doing a connection test, but yeah. Yeah. So if that's not working, then it means it's not the modem. Oh, right. Oh, right. Oh, right. thought the wrong. the sound was okay. Okay. Oh, wait.
61:00
Speaker 2
Well, are you able to play YouTube on the TV? Yeah, it's not the -general, it could be the connection coming from the wall. Yeah, you might need to ask your: that the building owner for that one. Because normally, the TV will be able to get online immediately once connected to the wall.
61:00
Speaker 1
Okay. Okay. Thank you. Wait. Yeah. No, No, thank you. Um, can you, are you able to send that email or no? Right. We just said it's not the router, right? Okay, never mind, I get you. Thank you. That's all. Okay, you too. Bye.
62:00
Speaker 2
Yeah, you're very much right. Oh, okay. For that one, ma'am, I will not be able to send that email number. Because you need to make sure first, that there's some the connection coming from the wall before we can confirm the router is defective. Yes. You're welcome, ma'am, and once again, my name's Bob from the existence. Thank you for your support. Have a great day. Bye-bye.
62:00