V2 Rubric Detail — 50dd6b90-6f32-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 18:35
Duration
76m 32s
Contact
Hugo Dyson
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#TE00134496
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNMX20 Initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall77.3% (+35.3)

V2 Grader Summary

The agent conducted thorough, logical troubleshooting — including modem isolation, cable testing, and web UI access — before escalating appropriately to Level 2. While the 5-press reset was a minor protocol deviation for SPNMX20, it did not derail the diagnostic path. The escalation was justified, well-documented, and managed with clear customer communication, resulting in an appropriate outcome given the complexity.

V1 Case Analysis

Customer reports SPNMX20 router from Community Fibre stuck on purple/red LED, no internet. Performed cable swaps, power cycles, resets, accessed router UI, but issue remained. Escalated to Level 2, ticket 134496.

Troubleshooting Steps
  • Collected model (SPNMX20) and serial number.
  • Power-cycled modem and router, verified WAN LED on modem.
  • Swapped Ethernet cables (Cat5e/Cat6) between modem and router.
  • Performed factory reset (10-20 s hold) and incorrectly instructed a 5-press reset.
  • Guided customer to log into router UI via http://myrouter.local and checked port status.
Key Observations
  • Agent used the 5-press reset method on an SPNMX20, which is not supported for this ISP-provisioned model.
  • Call contained many repeated instructions and long pauses, leading to low efficiency.
  • Customer eventually got the modem working, but the router remained non-functional, prompting escalation.
Positive Highlights
  • Collected model and serial number early in the call.
  • Displayed empathy and apologized for the inconvenience.
  • Provided the correct local router URL (myrouter.local) for UI access.
  • Set clear expectations for escalation and gave the ticket number.
Agent Errors / Gaps
  • Incorrectly advised a 5-press reset on an ISP-provisioned SPNMX20 router.
  • Provided confusing guidance about which Ethernet ports to use, causing the customer to connect the router to itself.
  • Did not verify ACS/ISP provisioning status before attempting resets.
  • Repeatedly asked for information already provided, leading to unnecessary loops.

V2 Indicator Ratings

Resolution
R1 Appropriate Escalation Issue actually resolved conf 95%
Agent escalated to Level 2 after extensive troubleshooting and provided a callback expectation with ticket number 134496.
R2 Met Diagnostic thoroughness conf 90%
Agent performed multiple diagnostic steps: power cycling, cable replacement, direct modem test, LED observation, factory reset attempts, and LAN/WAN port verification.
R3 Partially Met Correct resolution path conf 95%
Agent incorrectly used 5-press on SPNMX20 (should use Pair button), but otherwise followed valid troubleshooting path for connectivity issue.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptoms (purple/white/red LEDs), asked for model/serial, tested modem directly, observed WAN LED behavior, and logically progressed through isolation steps.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used 5-press reset inappropriately on SPNMX20, but correctly used other tools: direct modem connection test, LED status interpretation, and web UI access attempt.
T3 Partially Met No misinformation conf 90%
Agent advised 5-press reset on SPNMX20 — a minor inaccuracy since SPN family uses Pair button; however, all other guidance (cable swaps, power cycle order, modem test) was correct.
Communication
C1 Met Clear & professional language conf 95%
Agent framed interaction clearly, maintained control during long troubleshooting, set hold expectations, and managed transition to escalation professionally.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s pace, confirmed understanding (e.g., reading back serial), used accessible terms, and remained patient during delays.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed thorough troubleshooting, initiated escalation, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps: escalation to Level 2, callback within 2–3 minutes, later adjusted to after 9 PM with customer consent, and shared ticket number 134496.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation decision followed comprehensive L1 troubleshooting, including modem isolation, hardware tests, and UI access attempts — justified by persistent WAN issue.
E2 Met Escalation prep & handoff conf 95%
Agent created ticket 134496, informed customer of escalation reason (advanced troubleshooting needed), and set clear callback expectation with time frame.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly thanked customer for patience, acknowledged difficulty ('thank you for patiently waiting'), and showed genuine concern for resolution.
X2 Met Tone & rapport conf 95%
Agent matched customer’s technical level, allowed time for physical tasks (moving PC), used calm tone, and checked in after holds.
X3 Partially Met Overall experience conf 85%
Customer had to repeat actions (cable swaps, resets), but agent minimized repetition by building on prior steps and avoiding redundant questions.
Call Transcript113 turns · 122 lines
Speaker 1
Hi. I'm trying to set up a uh Linksys uh router and I'm stuck on a uh purple light. Like it's been blinking, now it's solid. It's also been blue and blinking blue. And I just can't get past that. Um so I need some help. Um so we've been having problems for the past couple days and the router would just not work. It would go red. So we got a new one. Um we were sent a new one by community fiber. And so I tried to
00:00
Speaker 2
Welcome to Len system support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Lensis technical support. My name is Ellie, how can I help you? [silence] Uh so this router, was it working before?
00:00
Speaker 1
Setting this one up and now I'm stuck on this purple light. There was also the red light before. So, Yes. I mean, we have two, but only one of them's plugged in right now. The other one is a mesh extender. This is the, yeah, that's the replacement. Yep. The model number is SPN MX20.
01:00
Speaker 2
okay so this is a replacement router from community fiber. and how many links routers do you have sir? okay so this one that is currently on this is the main router TV uh-huh so can you give me the model number and the serial number of this router please.
01:00
Speaker 1
Yes 72 D, one 0, M 2 A F 1 0426. Yes. Uh no
02:00
Speaker 2
20. And that's a year of number. [silence] Okay, perfect. Thank you so much. Can you just give me one? Allow me to read it back. That's 72 D, like Delta, 10 M, like Mary, and then two A, like Alpha. And then 814. [silence]
02:00
Speaker 1
sorry to a light alpha a s 10 have been 4 26. Yep, Hugo Dyson. Yeah, Hugo Dyson. D-Y-S-O-N. Yeah, it's my name, surname, 345 at gmail.com. So Hugo Dyson 345.
03:00
Speaker 2
42. Okay. Can I also please have your first name Sir and your last name it seems like this is your first time calling Lynxest. I'm so sorry. Hugo Tyson. How do you spell your last name Sir Hugo. Okay, Tyson. And Sir Hugo can you also give me your active email address? Your, okay.
03:00
Speaker 1
((Base) No, well now it's solid, purple. Five times, yeah. Yeah. So, just the light flashed real blue, purple, and now it's white. Now it's blinking white. Yeah.
04:00
Speaker 2
So the router right now, sir, um is it still blinking? Okay, it's solid purple. Okay, um, sir Hugo, what I want you to do next is, can you press the reset button of this main uh and of this main router. Press it for five times. Uh within five seconds. So not too fast, not too slow. I just give it some time cuz that process may take about two to three minutes. [silence]
04:00
Speaker 1
Um, just one concern is that with the um, with the ad trans, the ad trans modem. Uh, there's only two blinking green lights on it, and not a third one. The third one sometimes comes on, but sometimes it doesn't. if that means anything. The modem, the uh, it's a small black box. Okay, so it's now it's now a solid blue light on the um, Linksys.
05:00
Speaker 2
uh, this is the part that's attached what is wrong with my.model? this is the part that's well the. [silence] okay, uh it's now solid blue.
05:00
Speaker 1
Yeah. So normally, I've done, I've tried that before and yeah, now it's gone back to flashing red. They just, yeah. Um, well, there's three lights, there's a power button, um, and then two lights next to it or and only one of them's on. So, so the power light is on, the one next to it is on, but the third one is off. I don't know if that's linked at all or.
06:00
Speaker 2
Sir, can you try to connect on the default Wi-Fi network of this Linksys router? Okay. Give me one moment. Sir, the light so the light coming from the Edgerouter modem, sir, it should be solid green and not pulsating or flashing. Okay. The the
06:00
Speaker 1
Yes, it's an ethernet cable. And it's plugged into the internet thing on the on the Linksys router.
07:00
Speaker 2
uh [ silence ] hour 87. [ silence ] Okay, one minute. Okay, so third, there is a cable that is running from the adtran K. A.D.E. from the adtran modem to the first router, correct? Oh. Okay. [ silence ] So Power
07:00
Speaker 1
The second one is on. So, so, the power light is on, the fiber obstacle light is on, but the LAN data one is off. yes. Is it okay if I just, uh, change the ethernet cable, just to make sure it's not, um, the ethernet cable's not broken or anything?
08:00
Speaker 2
light from the Atdran modem is working. The second one is off, correct? uh-huh. And the lantern cable is up, uh the lantern light is off. Now give me one moment.
08:00
Speaker 1
Yes, so I just done. Uh. yes, so today. [silence]
09:00
Speaker 2
for course. okay, so maybe it's just actually lose the interest. or just try replacing it, sir. when you just got this routers today, sir. this was this replacement router. [silence] okay. how was it working before though? so when's the package and arrive here, sir? this routers? [silence] okay. gotta hold on. [silence] okay. so when you got this router, sir, can you share me the tracking number so I can check the information accordingly pal, sir? also, so I could set a request for the route replacement. [silence] okay. got it, someone. [silence] I mean, I'm trying to investigate my end, sir, on your cause that you just get this router today. so how was it working before? right, sir? [silence] okay.
09:00
Speaker 1
So basically the main router before, it just stopped working. It was on red light. So what we did is we took the um second router, the extender, um and used that as the new router and it started bad, it worked. Um but now it doesn't work anymore. Now I accidentally unplugged it and when I plugged it back in again, it stopped working. So, we sent us, we suspected that the router, the extender router or whatever or the main router was broken so they sent us a new one and it just won't like work.
10:00
Speaker 2
Oh so they sent you in a replacement okay okay so sir since you just replaced the LAN cable that is running from your modem directly to the
10:00
Speaker 1
No, it's just. it's just flashing red. you mean on the on the blackbox? on the third light, she mean? Yeah, it's off. Any side? [silence]
11:00
Speaker 2
On running a wire, I mean to the Internet port of the Linksys router, so is there any changes on the LED light? If this is actually working, sir? Um, the light on that LAN LED should be solid green, if it's actually working. Hmm. Yes, on the, uh, Modem. Yes, on the third light, it should be solid green, mm-hmm. And you just replaced the Ethernet. Do you have any other, um, in, do you have any, This is the second Ethernet cable that you use, right? Mm-hmm.
11:00
Speaker 1
Yeah, I mean, I can try a third one, but I doubt they'll be broken. I'm just gonna try resetting the modem, seeing if it does anything. Because sometimes it does um, flash, the third like the flash green for about a couple seconds and then it just turns off.
12:00
Speaker 2
me.
12:00
Speaker 1
Yeah, there's absolutely no duster inside. Yeah. So just switch ends you mean. Yeah. I mean I just reset the modem a minute ago, and the light on the laser this box went blue then it went red, about after five seconds. So I suspect it's just not, it's trying to find it and it can't find a signal. So it
13:00
Speaker 2
it should be like you know solid green instead of uh instead of off okay um can you try switching it sir like the other Ethernet cable that is on the linksys router can you unplug it and then plug it to the Edgerod cable in the other end in the linksys router yeah just switch the ends of the Ethernet cable [ silence ] yes it's uh
13:00
Speaker 1
CAN'T GET A SIGNAL FROM THE BLACK BOX. uh yes it was. at what time, uh, I uh... I don't know.
14:00
Speaker 2
it's it. Yes, it really can't find a signal from the block box because I did check everything here. There is actually a potential problem on the Adtran modem that you have. this Adtran modem, sir, was it also provided by the community fiber? Okay. you might actually need to call them, sir, and maybe you need to ask for a replacement for this one. Can you also confirm, sir, what Ethernet cable are you using? Are you using a Cat5 cable or Cat6 cable? I mean, Cat6 cable. what do you mean? Is this a Cat5e or Cat6?
14:00
Speaker 1
It's just the new cable it says cuz five UTP. Yes, I can try the cable those given in the community fiber box. If. Just give me one. Yeah, just give me one second. Just need you.
15:00
Speaker 2
well you can actually check it uh... uh... yeah you can actually check it at the in the body of the cable there is actually a small print okay it's a cat 5 k8. it's a cat 5. e so sir um the other the first cable this is the sake the second cable yeah you can you use it please okay [silence]
15:00
Speaker 1
Okay, so I have a Cat5e cable. this is a Bellis, uh better or Sam just going to try that. Do I need to plug it into the internet thing, port or one of the three ethernet ports on the, um, links box? Yes. Uh, why doesn't it say that instead just says internet with a yellow line underneath.
16:00
Speaker 2
Okay. Ya, let's try it sir. It should be on the Internet for it where you can see a 2.5 G BPS. Aye-ya-ya-ya, that one. That has a yellow.
16:00
Speaker 1
Yeah. [silence] Okay, sorry. [silence] Should I reset anything or? Okay, turn it all off. [silence] Yep.
17:00
Speaker 2
no it needs no further. How about we try turning off the ad turn and then turn off the link is router as well. Yeah, turn everything off and then just I'll leave it off for about 15 seconds before turning them back on. [silence] [silence]
17:00
Speaker 1
Okay, I'm just trying. Turn it back on. So just turn the modem on for now.
18:00
Speaker 2
okay but turn on first the action modem then let's wait for that action modem to be powered up or to be boot up then after that we can turn on the linked sys router
18:00
Speaker 1
Okay, there's two, two solid lights, so now should I, now should I turn on, on the, the, Okay, so it's got a solid blue light on now. [silence]
19:00
Speaker 2
[silence] all right. Uh, please. Okay. [silence] Yes. sir, please turn on the Linksys router. So it will still gonna be booting up. And then that boot up may actually take for about one or two minutes. Let's try observing the LED lights. sir.
19:00
Speaker 1
There needs to be. So there needs to be three lights all solid green. Right. Okay. So the link is just a golden pack that's flashing red. And there's nothing on the one. Nothing in the presence.
20:00
Speaker 2
and try to also observe the LED LAN, I mean the, yeah, the LAN LED from the Adelant modem as well because it it also it also needs to be on solid green or to be a solid to have a solid light, yes, it's, yes, all the three lights from the Adelant modem should be solid. Nothing should be turned nothing should be uh, and how about the modem, okay, so, it, there is really a problem. So, like, you know, communicate the communication of the Adelant and the router. Okay, let's try observing it first. Let me just put up a timer here for at least like, you know, maybe about two minutes.
20:00
Speaker 1
I mean, my main suspicion is that we had a problem with the old box, and then we swapped the extender and made the extender the main box, and that worked, so it was able to get a connection between the router and the, and the modem, so that's what I suspect, it's, it might not necessarily be to do with the modem.
22:00
Speaker 2
uh but this one the one that we're trying to set up sir this is the new one right uh huh
22:00
Speaker 1
because I needed a plug and I thought I wasn't plugging in light and it wasn't. Yeah. And it's over there. Okay, so I'll plug everything in the other one. I use the same 5e cable. [silence]
23:00
Speaker 2
Yeah. Uh we can try the other uh lynx router that you have. So, Okay, let's try it. Uh huh. Yes. Yeah, it's okay cuz that that cat5E is also should I mean, it should work.
23:00
Speaker 1
Should I reset anything on the uh press a reset button on the new on your book for
24:00
Speaker 2
So, on this second Lynksys router that you have. Turn it on first, let the router boot up for about a minute or two before we proceed on doing some- okay.
24:00
Speaker 1
Okay, so it's, it's got sort of like a cyan sort of like greenish lights. There's still, there's still no light on the, on the, on the modem. Okay, now it's gone to red flashing red. Okay.
25:00
Speaker 2
Okay. Okay. Okay. It's flashing red now. Please, uh, let's reset this, uh, second rotor that you have. So, press and hold the reset button of this rotor for, like, about 15 seconds.
25:00
Speaker 1
Okay. It's turned off. It flashed a few times. [silence] Okay. Okay. We just thought we got the third green light. Sorry to interrupt D but I just mean oh no, it's gone again.
26:00
Speaker 2
We should be getting a you just uh reset this one or...
26:00
Speaker 1
[silence] I don't think so, because I think this is an older modem. This is an older Linksys box and so I've only I've never seen the yellow light on that. It's a nothing. It's off. There's no light on it. [silence] Yeah. Let me just try and reset it again. I mean, I did see the green light on the Ad channel box. It did come but it did come on for about five seconds. The third green light but we've been Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
27:00
Speaker 2
This modem. I mean this Linksys router. We should be getting a solid purple from this. So that. So it actually means that it should be ready for setup. Uh-huh. Uh-huh. Okay, right now what L is it Summer from the. After you reset it?
27:00
Speaker 1
Trying to fix. Yeah. uh the Linux. Yeah. OK, well now for some reason, it's just not turning on. It's just got no lights on at all. OK, now it's now it's solid red.
28:00
Speaker 2
so, um, after you unplug it, you can, uh, you can plug it back in, sir, the power cord, [silence] no light coming from the second router
29:00
Speaker 1
Just give me a minute. Should I try resetting it again or... solids. Okay, so it's flashing red right now. It's... it's... It flashed once and now it's solid again. No, just solid red. I know the pin you're talking about.
30:00
Speaker 2
Okay. Ah no, sorry. We just performed it. So we should be getting another LED color. Um, right now is it, uh, flashing red or... Is it something like magenta or like a solid red? Okay. And would you say that it is like a pinkish red or just a solid red?
30:00
Speaker 1
And I think that must be for a newer model. Because this box I've never seen... I've never seen a pink on... on this box. Or purple. Yeah? No. Still... No. It was on for about five seconds. I don't know what... why. I don't know what happened. But... Four, five seconds.
31:00
Speaker 2
all purple. Okay. Um, how about the Adtran modem, sir? The third light or the LED. Is it solid? or off. So, off. Okay. Okay, can you reset again the second router, sir? Press and hold it reset button again. But for this time, um, no. For this time, sir, let's.
31:00
Speaker 1
Okay. So, I mean, that's what I did last time. And, uh, it, the light flashes, and then it goes to solid red, and then it turns off completely. As, I, as I was holding the reset button.
32:00
Speaker 2
press and hold the reset button of that linksys router for about 20 seconds, okay, because we have to reset it. It's not really showing the lights right now, so please let go if you are able to reach 20 seconds right now, sir. Mhm. Uh-hum. Sir. I actually think that's normal. Sorry, it's already 20 seconds, sir. I mean, have you already let go, sir?
32:00
Speaker 1
Yes. No. Okay, now, so I just, I just pressed the reset button once and then now the red lights come back. [ silence ]
33:00
Speaker 2
There was no sound in the audio. So after you press again the reset button sir for one time the LED light of the Linksys router is it solid red or flashing?
33:00
Speaker 1
That's all. Yeah okay thanks. I am [silence]
35:00
Speaker 2
Hello sir Hugo. Okay, uh, thank you so much, by the way, sir Hugo, for patiently waiting on the line. Um, sir, do you have a computer that can work, um, with an ethernet cable? Or a laptop?
40:00
Speaker 1
[KEEP_UNCERTAIN] [potentially] [silence] [okay] can you just give me yeah, I have a PC but I'm going to m.m. I just need to okayhh can you just give me can you just give me few minutes cause I just need to get the PC m.m. moved downstairs a bit is just it. just just yeah. I'll just be like two or four minutes. [silence] [okay thanks.]
41:00
Speaker 2
Oh yeah, sure. it might be a little hassle for you, sir, but uh let's mmhmm. I guess sure you can just uh-huh it's It's what? Yeah, absolutely. You can just place the phone at the table and then I'll be I'll be waiting here for you.
41:00
Speaker 1
Hi, hi, yeah, I'm just, sorry, I'm just turning it on, just give me one sec.
45:00
Speaker 2
Um... Hello... Okay.
45:00
Speaker 1
yep. yeah, so I just want thanks. uh, yep. okay. uh, so.
46:00
Speaker 2
sir, here you go. Okay. I thought I lost you.
46:00
Speaker 1
okay that's done. uh yes uh it's a Windows Visa.
47:00
Speaker 2
Okay, so the cable is connected, sir, from the computer directly to your modem. Okay, what computer are you using, sir? Is this a Windows computer or a Mac computer? Okay. It's a [silence]
47:00
Speaker 1
um glove which i mean if if it's cause it shouldn't be like that that should not be there um yeah it he shouldn't Yeah, yeah, absolutely. I I know what you're talking. I know what bumper you're you're referring to, uh because I normally these internet. So, um That's weird. Let me just try. Let me just try plugging you in again. he [silence] said, okay. Let me try to plug you right back in. [silence] Um, what's up with that? Yeah, because I said that it blocks on a Woum. um Let me just try plugging you in again. [silence] Yeah. [silence] I know what you're talking. I know what bumper you're you're referring to. Uh because I normally these internet. So I know what bumper you're referring to, uh because I normally use internet. So
48:00
Speaker 2
it should not be like that, sir if the adtran is producing an internet it should be a monitor like icon and that the globe so there okay okay
48:00
Speaker 1
Okay, so... Okay, so I switched the cable, but I think the cable just wasn't working. I've now got a monitor icon and the third light on the modem is blinking green. It's not solid, but it's blinking. [silence]
49:00
Speaker 2
Okay. Okay, that's a good thing. Okay.
49:00
Speaker 1
Let me just test if it's working. It's actually going up. Yeah. Yeah, SpeedTest. Yes, 70, 80, 8 2. Well, I mean, speedtest.net, it's may have just. Yeah, about 80 MBs. So, yeah, that's definitely working. And the green light is still on, blinking green.
50:00
Speaker 2
[silence] Okay. So ... [silence] Okay, uh, give me one moment. Okay, sir, Hugo, I will need to ask for another three to five minutes for this one and then I'll get back to you, okay? Okay, thank you so much. Okay, I'm okay. Hello, sir, you go. Thank you so much for patiently waiting on the line. So, yeah. So, um, we actually need to check on something with the links of router. Can you turn it on, please? Um. The one, sir, that is
50:00
Speaker 1
Right now, it's plugged in, just no ethernet cable plugged in anymore.
56:00
Speaker 2
the replace better and then it's still the same I'm sorry okay it has the same situation so sir um there's there's a thing that I want you to do can you unplug the uh ethernet cable that is on the ad decides so what will going to happen here is that we are going to put in the other ethernet cable to the internet port of the linksys and then the other end that should be at the ad on top of it on the ethernet cable or on the first port of the linksis router so it's just simply you. Oh, I actually, um, don't quite understand everything you just had earlier. The line is actually kind of cutting in and out, so, um, Hugo? Uh, yeah. The line is really not that good, Sir. Yeah. So, um, Sir, how about with this one? Can you, uh, yeah, uhuh, please disconnect the call for the meantime? Keep your lines open and then I'll be calling you back right away.
56:00
Speaker 1
is can you hear me or yeah i'd say the air thing is fine i think it's just gonna double one second oh okay so unplug it from the pc do i employ the internet cable from the pc
58:00
Speaker 2
Okay. Okay. All right. Well, I can hear you okay. Oh, okay. So, yeah, um, what I want you to do, yeah. So, uh, yes. So, what we are going to do next, sir, is I want you to plug in the Ethernet cable to the internet port of the router, and then the other end that should be on the Edgerouter, and plug it from there, and then put it on the first port of the Linksys router. It's like your right ear. Okay, and then let's access it. Yes, unplug it from the PC. Okay. So, we're going to connect the Edgerouter from it, like this way. And then what I want you to do, access it by opening a browser. And then type the address 192.168.1.1. [silence] [silence]
58:00
Speaker 1
So just plug it into itself. So not connected, not connected to the Adtron at all. Like, it's not, how are they going to get a connection? Thanks, Jim. Thanks, Jim. I'm just going to try using the new, the newer box. Because that's the box that has an infinite,
59:00
Speaker 2
Yeah. And plug it from the PC. And then instead, so now other ethernet cable. So all the ethernet cable is on the Linksys router. The first end is on the internet port, the second end is on the ethernet cable. So nothing is connected to PC or on the address. The first, uh... Yes, all to the Linksys, all router itself. I know we are we are going to test something, sir. We are going to check something on the Yeah, on the web user interface after you plug it.
59:00
Speaker 1
and internet and ethernet the older box doesn't um so I'm just going to try doing that. So just to make sure I unplug there's no ethernet cable plugged into the modem to the Adtran. Okay. So I just plug it into itself. Okay. Yep. Yep. Yep. Because there's three ethernet ports and one internet port. So I've just done that. Yep. It's got a flashing blue light. And then what's that? Yep.
60:00
Speaker 2
Yes, um yes, yeah, uh yes, yes, all of, yes, all of the cable should be on the, Linksys router, the one or the new one, um on the internet port and then on the ethernet port. Okay, um and then don't forget to turn it on. Then sir, okay? And then let's use your personal computer again. Okay. Uh can we use the uh let's use your personal computer, the one that you just uh grabbed earlier.
60:00
Speaker 1
Yes. yes. well okay. Just so you know now, we now the P doesn't have Wi-Fi anymore because I unplug the ethernet cable. is that is that normal or Yes. Yes. [silence]
61:00
Speaker 2
sir can this computer work with a wireless connection of internet? Yes, Then then there should be no problem. So uh just go to the uh Wi-Fi settings of uh your uh computer and then look if you can see the network name or the default network name of your new links is router.
61:00
Speaker 1
of the new linked site also uh-huh yes I can't yeah I can't sorry I just need to I just need to log into it because I never actually have uh yeah it will say something like no internet or yeah let me just log in give me one sec
62:00
Speaker 2
Can you check underneath this router. Okay. Yeah, can you connect to its network, though it doesn't have any internet right now, the computer can still be connected. Yeah. No internet, it will say no internet.
62:00
Speaker 1
Okay, just verifying and connecting. Uh, the password isn't correct. Would you let me just try again? X4A. [silence] is taking its time. Okay. No internet. No internet secure. Yeah. No. The site can't be reached, DNS address cannot be found. You know, the usual. Sorry. [silence]
63:00
Speaker 2
okay so right now sir please open a browser you don't have any active VPN on this on this computer sir correct? Yeah So let's open a browser uh what uh what did the user to access it like would the 192: You've mentioned earlier that site cannot be reached We're trying to
64:00
Speaker 1
I just tried to search something. To test if the Wi-Fi was working, and it didn't. Other than that, I have no internet secured. yet. h-T-C-C. yeah. yeah. my. My reuter @ local. So my reuter. My reuter dot my wilder points local. Okay. [ silence ]
65:00
Speaker 2
Okay. Can you go to the URL bar? See the URL bar just type in H T T P, oh that should be H E C T O R T A N G O. T A N G O P E T E R and then colon forward slash forward slash M Y R O U T E R dot L O C A L.
65:00
Speaker 1
m-y-r-o-u-t-e-r.local yeah download the link this up no I don't actually no I do I do I do yeah I just have to pick something yeah [silence] yes
66:00
Speaker 2
So, that should be https colon forward slash forward slash myrouter dot local. Correct. Okay, and then just press enter. Okay, um, can you scroll down for me and look if you have the option to click on continue to link the smart Wi-Fi. Uh, can you see the two phone images? Oh, okay, click on. Okay, click on it and then you should be on the page where you need to enter the router password.
66:00
Speaker 1
Set up an I password. Admin. Yeah. And then sign in. We've updated our password requirements to be more secure. Please create a new one. Okay. Yeah. Okay.
67:00
Speaker 2
OK. Is your router logo right here, yeah? So you click that one? [silence] Yeah, you go to login. [silence] All righty. [silence] So you click login? I think that's the entry of your router to go to the admin page. [silence] All right. Log in admin, login. [silence] Okay, just use the Word. ADMIN. It's in lower case, all lower case. [silence] Uh, yeah, but it's a guess, admin? Okay, please create a new password, sir. But just for your heads up, it will not allow you to use the same character, or like the same letters, the same number, or the same special character, for the router password. So please create a new one.
67:00
Speaker 1
OK. That's good. Now I'm. I'm. I'm. I'm. I'm. I'm in now. yes. Network. Network. Network. Network. Network. Network. Network. Network. Network status. Network.
68:00
Speaker 2
okay, So, uh, Okay, And now you're in, where you can see the links to smart wi-fi tools. Okay.
68:00
Speaker 1
work Wi-Fi setting all that. Yeah, troubleshooting. status support, yeah. yeah. yeah. Yes. So on there's two tables. One of them has
69:00
Speaker 2
Okay. And then under status. Click or tap on report. Okay. and then scroll down to the very bottom. There should be some boxes that you can see. And then, and that's under port. Can you see any, X mark from there?
69:00
Speaker 1
So, they both have 10/100 Mbps and then 1Gbps, and then either one table has just internet and one table has one, two, three. Yeah. Yeah. So there's an X under 1Gbps and then on the second table, there's an X under 1Gbps on row two. Wait, uh, I mean row two, two being the row with the number two. So Because that's the third row. I meant to say.
70:00
Speaker 2
Okay. So under the first one under the first uh port sir that says internet. Where the first uh the other end of the ethernet cable. Can you see an X mark under this one? Okay. R2. Where okay. I'll give me one moment. Okay. Thank you. So much. Uh let me just go ahead and check if Oh, something here. Oh, give me one moment. okay, um, hello, sir, Hugo. Okay. Yeah, thank you so much, Bailey, for giving me, um, the time to check on some things because, um, what we are actually going to do next here, sir, since, um, the port was actually recognizing the Ethernet cable, but when we plug it into the ad, modem, um, nothing was actually going to work. So, um, I will be needing to escalate this one to our level two technicians so that, um, they can perform a much more advanced troubleshooting than what we have done earlier. So, just to set the proper expectation for this one, sir, Hugo, the call back process may actually take from two to three minutes because everything, I mean everyone right now is actually, um, accommodating.
70:00
Speaker 1
Okay, well, they call me back today or? 8:50 in the evening, yes.
73:00
Speaker 2
Um some calls but when there is an available level to technician then they can definitely go ahead and cater this ticket and call you back okay okay uh you within that uh what time is it right now sir on your end in the General Evening okay sir um they could might actually call you [silence] um
73:00
Speaker 1
Yeah, that would be fine. I just I just asked because your it says that your closing times was 9 p.m. so. okay. okay. Yeah, that'd be fine. Sorry, can you repeat that
74:00
Speaker 2
like, maybe beyond 9:00 PM, would that be okay? Okay. So Uh, I guess that's actually based on Eastern time, sir. But the thing here is that we are not actually allowed to call customers beyond 9:00 PM, especially your time because you might actually be sleeping by that time. So, that's why I'm asking if it's okay if we can call you beyond 9:00 PM. Okay. And your phone number is the 47492851750? Yeah. 474...
74:00
Speaker 1
yes, yeah, yeah that's my number, yeah that's my number, sorry I had a it had an emergency, um not really but I'll be you'll be able to reach me I'll make sure to answer [silence]
75:00
Speaker 2
9 2 8 5 1 7 5 0. Uh this number sir that you're currently using right now. Uh okay. Uh do you have any other alternate? Oh okay. Uh do you have any other alternative phone number that maybe you could provide? So if if in case that we cannot reach you in this number. So okay. So thank you. Hugo, everything is fully documented here on the ticket. So the ticket number sir Hugo, as uh you know as a reference of this conversation is 134496.
75:00
Speaker 1
134496 Okay. Okay. Thanks a lot. Okay. Thanks a lot for the help.
76:00