V2 Rubric Detail — 51908c3a-718e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 18:39
Duration
91m 19s
Contact
Carlos Martinez
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00134957
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_slow to no internet connection_devices unable to connect to the WiFi
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent provided multiple incorrect technical instructions, failed to escalate despite clear triggers, and avoided taking ownership of warranty issue, effectively evading resolution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the issue, provided materially incorrect technical guidance, and ignored escalation protocols despite customer frustration and warranty eligibility. No meaningful progress was made after initial steps, and the customer was left without a viable path forward.

V1 Case Analysis

Customer reported no internet on MB7000 after Wi-Fi password change. Agent provided incorrect static DNS (1.1.1.1 in all fields), changed LAN IP subnet unnecessarily, and gave invalid support email (customersupport@lens.com). No resolution; customer frustrated and disconnected.

Troubleshooting Steps
  • Verified wired connection to Xfinity modem works (confirmed ISP/modem functional)
  • Logged into router via myrouter.info (correct access method for MB7000)
  • Disabled IPv6 (not indicated in KB for this issue)
  • Entered static DNS values (incorrectly configured)
  • Changed LAN IP subnet and DHCP start address (invalid configuration)
  • Attempted to reset node (correct procedure but contextually misapplied)
Key Observations
  • Agent skipped Step 1 of ISP/Modem diagnostics (universal_isp_modem_diagnostics.md) – critical omission for WAN issues.
  • Provided factually incorrect static DNS configuration: setting all fields to 1.1.1.1 is invalid; DNS2 should be 1.0.0.1 per KB.
  • Changed LAN IP subnet unnecessarily and incorrectly, causing client reconnection issues and invalid DHCP scope.
  • Provided invalid support email address (customersupport@lens.com) – confirmed ASR hallucination variant of support.linksys.com (see normalization guidance).
  • Failed to check WAN/Internet status on router dashboard or verify PPPoE/VLAN requirements despite symptoms matching KB triggers (red solid LED → Path C).
  • Repeatedly changed settings without validating impact, creating an inefficient and confusing loop.
Positive Highlights
  • Verified wired connection to modem works (07:00), confirming ISP and modem functionality (correct first step).
  • Guided customer to log into router web UI via myrouter.info (17:00), correct access method for MB7000 (universal_isp_modem_diagnostics.md).
  • Attempted to reset node (56:00) per factory reset guidance (universal_factory_reset.md), though timing and context were suboptimal.
Agent Errors / Gaps
  • Skipped Step 1 of ISP/Modem diagnostics – did not test modem directly with speed test (universal_isp_modem_diagnostics.md).
  • Gave wrong static DNS values (all fields 1.1.1.1) – DNS2 should be 1.0.0.1 per KB (universal_qos_bandwidth.md).
  • Changed LAN IP subnet to 192.168.2.1 without justification and set DHCP start to 192.168.2.10, creating invalid network configuration.
  • Provided incorrect support email domain (lens.com) – confirmed Voxtral hallucination of support.linksys.com (see ASR normalization guidance).
  • Failed to check WAN connection status or ISP-specific settings (PPPoE, VLAN) despite red solid LED behavior matching KB Path C (universal_isp_modem_diagnostics.md).
  • Repeatedly changed settings without confirming effect, leading to inefficient loop.
  • Did not collect or verify warranty status, serial number, or create a case number (universal_escalation_guide.md).
  • Failed to escalate properly or provide a clear next-step plan despite customer frustration (universal_escalation_guide.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call without resolution, still experiencing no internet; agent did not achieve RMA, valid escalation, or confirmed fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed direct modem test and cable swap (valid steps), but later troubleshooting (DNS, IP changes) was misdirected and lacked logical flow.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly suggested warranty might be void due to product discontinuation, failing to follow correct RMA path for in-warranty hardware faults.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask about WAN status, ISP requirements, or check for CGNAT; root cause not identified despite available tools.
T2 Not Met Appropriate tools / resources used conf 95%
Agent skipped essential tool: speed test at modem. Also failed to use WAN status page effectively despite accessing router interface.
T3 Not Met No misinformation conf 98%
Instructed customer to set static DNS to '1.1.1.1' without context; gave incorrect email 'customersupport@lensIs.com'; changed LAN IP without diagnosing WAN issue.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, unclear transitions, agent lost control when customer became frustrated; no framing of next steps or process.
C2 Not Met Confirmed understanding conf 95%
Used technical terms like 'IPv6', 'static DNS', 'sysinfo.cgi' without explanation; did not confirm understanding, leading to confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent failed to own warranty issue, gave contradictory info about replacement availability, and did not initiate proper escalation.
O2 Not Met Proactive follow-through conf 95%
No clear timeline or next steps given; 'send logs to engineering' was vague and unactionable for customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred; first contact assumed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
Customer expressed strong frustration twice and questioned warranty—clear escalation triggers—but agent did not escalate.
E2 Not Met Escalation prep & handoff conf 98%
No escalation was executed; agent remained on call without involving higher support despite clear need.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent did not acknowledge customer’s repeated frustration or history of prior calls; remained transactional until end.
X2 Not Met Tone & rapport conf 98%
Agent continued complex instructions despite customer fatigue; tone remained unchanged as emotional state deteriorated.
X3 Not Met Overall experience conf 98%
Customer forced to repeat steps, re-enter passwords, and attempt failed diagnostics multiple times; effort significantly increased.
Call Transcript153 turns · 161 lines
Speaker 1
This is linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. hello sir it so everything that's plugged to the back of the MVB, are now unplugged except the the one from the modem? okay now um
00:00
Speaker 2
So, let's check. Yeah, I don't know why it keeps disconnecting. All right, give me a moment. Okay. So every- some bluff just to set for the model.
00:00
Speaker 1
The MB7000 still has a steady white light. Okay. So, what happened prior to this issue? Did you have a new modem? Ah. Thank you.
01:00
Speaker 2
Yeah stew. No, the only thing that I did with the model is it's the same model. They just changed the password. Das the only thing that we did. What we changed duh duh duh the Wi-Fi for Nextyniti name and the password that was it. And then after that is uh you start acting like a like having internet and then now and then you know, but then after we did the reset with the lady um say working at all. [silence]
01:00
Speaker 1
okay. okay. the Xfinity modem has its own Wi-Fi. okay. okay. uh and your computer can connect to the Wi-Fi right?
02:00
Speaker 2
Yep. Yeah, but we connected to the
02:00
Speaker 1
Uh-huh. Okay, let's have your computer connected to the Linksys wi-fi network. Okay. Yes, sir. And Can. this click yes. is we see order. is working okay. alright.
03:00
Speaker 2
and then uh-uh okay, okay, but right now I tried to connect the the the internet and now it's working, but yeah, um... no, but it's the same, um... see, uh... that was that's why in the beginning that I tried to call you because for some reason, um... I can open like a regular website, but then when I try to, to, to get to, to YouTube or whatever, uh, it slows down, uh, it never shows anything, you know? That was, you know, at least now it's like, uh, if I open a website, it opens like a, like a, like a sub-website, like a Google, it it opens, but if I try to to open a video or something like that, it doesn't let me.
04:00
Speaker 1
[silence] super slow. Okay. How about this one, sir? Let's connect your computer. Straight to the in computer.
05:00
Speaker 2
it never goes. Far right now trying to work no it's not working oh he gave his Google but if I tried to open anything he'd just start trying to download the image like a super slow
05:00
Speaker 1
What is wired connection to the Xfinity modem? To wires. You have like to the ports on the Xfinity modem. he yes sir disconnect the Wi-Fi like or turn off the Wi-Fi okay there's no there are no issues okay there's no there are no issues okay okay
06:00
Speaker 2
I'm gonna turn off the the the Wi-Fi that I have connected and I'm gonna do it through the to the cable right now. Oh. Oh. Okay, so now it's connected just to the cable. Um, you see works? Yeah, it works perfectly. Not that now if I open a video. I I see. Yeah, it works. Uh. [silence]
07:00
Speaker 1
Okay. No. Uh-huh. Okay. So, right now, so there are two cables connected to the Xfinity modem. One from the Linksys router, and one from your computer, correct. Okay. All right. Now, let's try to, do this. Um, let's disconnect the cable that's plugged to the back of the Transcribe this audio from the right channel. If there is no speech, output <silence>.
08:00
Speaker 2
it opens right away now i just connected to the to the internet yeah you are correct [silence]
08:00
Speaker 1
linksys router and then and then the cable that's connecting the computer and then the Xfinity modem use that or transfer that to the linksys router we're like replacing the cable we're just swapping cables [silence]
09:00
Speaker 2
Okay. Another deep breath, keep it up, once more, once more, good job. OK to do. Okay. And use any cable, that's what you wanted to do? Just replace the cable that was from the Xfinity to the
09:00
Speaker 1
Well, since we know that when your computer is wired to the Xfinity modem sir, it works fine. [silence] Unplug the cable and then use that for the Linksys router, going to the Xfinity modem. [silence] Okay. [silence] Uh what's the behavior of the light on top of the Linksys router?
10:00
Speaker 2
Is it? Oh. OK, so what now? So the LED.
10:00
Speaker 1
It's still whiter, the light on top of the Linksys router after replacing the cable.
11:00
Speaker 2
So what do you want me to do? Uh No let me but I need to repeat the uh okay. Let's see if I can put an on screen.
11:00
Speaker 1
It's just replacing cables here. Well, I thought you were using, we're supposed to be using the cable that's connecting the computer and then the Xfinity modem.
12:00
Speaker 2
I know but I need to get another cable, so I need to plug another cable to the one that wasn't here. So I don't get it. So you want me to- So right now my computer is connected to the to the Xfinity. Okay. So.
12:00
Speaker 1
what is em samples or what is? No, sure, so how about this? What is the color of the cable connecting the computer and then the Xfinity modem? What is the color that's connecting the Linksys router and then the Xfinity modem? Okay, you remove the black cable, and then get that white cable that's connecting the computer and then the modem, and then use that to connect the Linksys router and then the Xfinity modem. We're disconnecting the computer as well so that you can use the cable.
13:00
Speaker 2
So you want me to wait would you want me to connect the cable to also the computer to the linkage, Robert? That's why you want it? White. Black. Okay. Okay. Okay.
13:00
Speaker 1
Okay. So right now the computer should not be connected to anything. We just want a new cable between the Linksys router.
14:00
Speaker 2
okay so I just swapped that um I put the the cable to to what's connected to the uh to the the one that that was to the computer to the to the
14:00
Speaker 1
and then the XFINITY modem. Yes. And then, let's go back to connecting the computer to the Wi-Fi of the Linksys router. Okay. To the Wi-Fi of the Linksys.
15:00
Speaker 2
under [silence] Martin. Okay. Give me one minute. Okay. Now the Linksys is white. So now I'm going to try to to to get connected to the computer to to the Wi-Fi, right? Or just to the cable, right?
15:00
Speaker 1
I'm sorry. What’s happening? No. Okay. So, it’s the same issue after replacing the cable? Okay. All right. Yeah.
16:00
Speaker 2
Yeah, it's, it's just the same thing. No Wi-Fi. No. It's just can't connect to the, I mean, it connects to the, to the, to the, to the no, links it, but it's not getting no Wi-Fi. Yeah. And this is a brand new cable.
16:00
Speaker 1
uh... that's why you wanna uh... do the very basic first. So now that we know it's that it's not the cable, then let's try to move on. So your computer is now connected to the Wi-Fi. Let's... let's open a browser on your computer. [silence] yeah, we will try to log in again to my router.info. [silence]
17:00
Speaker 2
Okay. Always connected to the, to the, to the, to the links, right? Wi-Fi, right? [silence] Looking nice and check it to internet. [silence] Well, now it says that it's connected to internet.
18:00
Speaker 1
uh huh. Okay. So, do you still remember the router password? Try, try to enter it. Yes, you can leave it in default.
19:00
Speaker 2
Oh. I I just, it says welcome into the router browser to proceed uh I got a picture in here okay the uh I can't believe that the same name right now, right? Bell up set up 340 or whatever K, and then I can [ silence]
19:00
Speaker 1
can change it later. Yeah. Once we're logged in. connected. Okay. Hold on. it still has a white light.
20:00
Speaker 2
like I watched before, no. it's connected, supposedly, no.
20:00
Speaker 1
well what i mean sure is it still has a white light on top right the router. okay and so now that you're logged in the network status says it's connected Yeah. I mean going back to the interfaces, the network status. Yeah, on the computer. The network status. Yes, sir. The links to the page. OK. Now let's go to troubleshooting.
21:00
Speaker 2
well right now I'm trying to connect through my phone Wi-Fi but it's not opening anything so the computer in the computer is disconnected yeah it says connected there okay which why not supposedly okay yeah
22:00
Speaker 1
Yeah, on this page here. There's the troubleshooting to the very left., or, peek below connectivity. Do you see those options, like device place., parental controls prioritization speed check? OK, hold on. I think we're, we're seeing different things here. uh, on your end, is that uh.
23:00
Speaker 2
[silence] Oh. [silence] Right now I'm on my router info page and it says my router info desktop computer. So right there, you want me to go there Ray or where it says to configure advanced settings or no?
23:00
Speaker 1
oh he called this is it a white page agreement is white page okay uh a blue one okay you used the same password you used earlier
24:00
Speaker 2
yeah. so right now... okay. so now it's now now it went to different settings. so it says um now it's a blue one and it says sign in. Linksys Smart Wi-Fi. linux yeah. right now it changed. and then it says access router. so i i have to um i i got to put the password. do you want me to sign? okay. okay. i'll do that. okay. right now it says we upload our password requirements to be
24:00
Speaker 1
Yes, I create a new password. And then make sure to take note of what you are creating.
25:00
Speaker 2
might be more secure, please create a new password. So now it says that I have to create a new password. All right. [silence]
25:00
Speaker 1
Okay, sir. The first white box, one that says Network Status, what does it show you, sir? connected
26:00
Speaker 2
Okay, now I went into the Linksys Smart Wifi and it's a lot of settings in here. It says connected. It says device of check mark. The login prompt. Please enter the new password. Oh connect to existing password. Enter the password. It says connect. Please enrich this text. It gives the choices. Actions recipe password and advanced settings.
26:00
Speaker 1
Okay. All right. Scroll down to the very bottom here. You should see a pretty small writing that says, it's C.A. It's very, very small to the bottom right. So, very bottom right, there are this small text. Uh, one. Yeah. Uh, then to the right it says, T.A. You need to click that.
27:00
Speaker 2
[silence] then internet check mark [silence] green check mark. Okay. Oh, [silence] [silence] [silence] [silence] I don't see anything. I just see it. I just see like [silence] engineer agreement, privacy. Oh, see, okay.
27:00
Speaker 1
All right. All right. Now let's go to connectivity, that's on the very left. Look for CA router setup. What , what do you have there , sir master that is not configured. Uh, click on to
28:00
Speaker 2
Okay, it says, um, it's not working. Okay, got it. OK. Then. All right. This is uh, your master mode is now, configured. And then it says, don't, add a child. Don't add child node as a child node. [silence] I have a, I have another shot. [silence]
28:00
Speaker 1
Yeah We'll do it later, sir. Let's fix on fixing the internet first So, we'll now click on done, adding child node then hit okay at the bottom Uh, just hit okay Okay And then try to try to check the internet. uh try to open something,
29:00
Speaker 2
I have another one the 2000. So we need to write right here right now. OK. OK. OK. OK. And then it says Apply and OK or just OK. OK. now. OK.
29:00
Speaker 1
Okay. I see. All right. Let's go back to connectivity. And then go to internet settings. What is the type of internet connection or what's the connection type?
30:00
Speaker 2
okay this is automatic configuration DHCP
30:00
Speaker 1
Okay all right. Now, you should see this a very small tab said that says IPv6, that same page. Uh, it's see it. IPv6 on top of the phrase it says type of Internet connection. On top of E that says IPv6. Okay. Okay. Yeah, click on IPv6 and then you click on edit. And then there's a section where it says IPv6 automatic.
31:00
Speaker 2
[silence] No. Oh yeah, I see it. Okay, so I click on it. Okay. And then,
31:00
Speaker 1
and all right. We want to uncheck it. And check and then hit apply at the bottom. Okay.
32:00
Speaker 2
Yeah, it's check mark. It's got a check mark. It says enable. Okay. Okay, so I'm checking. The IPv6 automatic is on check and then apply. Okay. Now it says apply changes. Your router is applying changes. This action you perform may cause devices temporarily lose connectivity. This may take a few minutes, please, wait until the operation is complete. So okay. Okay. So I'm [silence]
32:00
Speaker 1
All right. Now, try to test the internet. See if you can open other websites or play video. Okay.
33:00
Speaker 2
Looks like it is stable now.
33:00
Speaker 1
but it's connected to the Wi-Fi oh okay uh hun so do you remember before sure that this linksas router was set to bridge mode or any special configuration you need to do first okay [ silence ] or how long have you had this linksis router the MB 70 00 I mean like when did you get got it
34:00
Speaker 2
I'm hearing music in the background. I'm hearing a whisper first channel.
34:00
Speaker 1
like how long have been you been using it okay I'll see all right let's go back to connectivity and then go to local network and then you should see this boxes on the lower right the static dns one
35:00
Speaker 2
uh the best on the here when I hear maybe up there okay okay Okay, all of them? The static DNS, static DNS 2 and static DNS 3. They're zero, all zero. And then the wins, W-I-S. It says zero as well. Don't.
35:00
Speaker 1
okay. All right. All right. Let's try to configure this on static DNS one. Um, put the number one in each box. Yeah, for each box just put the number one. make sure to remove that. That's right. Um, not yet for the static DNS 2, you put 1001.
36:00
Speaker 2
uh it it they'll have uh all these zeros okay there four box so you want me to put other four ones okay so in the yeah I remote zero so static DNS one is one one one so apply it or okay
36:00
Speaker 1
0, 1. That the hit apply at the bottom. Yeah. So what it should look like a static 1 is 1 1 1 1 static 2 is 1 0 0 1. Static unit 3 nothing just zeros. W I N S zero. Then hit apply. [silence] [transcribe the audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: Open the Euro window system or open up a router that connects to this computer. I'm not really sure what I'm doing.
37:00
Speaker 2
Okay. 1 0 0 and then 1. Okay. Okay, so do this states in sears, right? Okay.
37:00
Speaker 1
Yeah. Okay. So now try to check again if the internet is now working.
38:00
Speaker 2
No, it says router not found. You're not connected. Oh, well now it's re-thinking again. Okay, it looks like it did it. yeah it looks like it's working though
38:00
Speaker 1
I'm sorry. Okay, I think that's because we just established the internet out from the nodes. But now let's try to add the other nodes. To that other node, what's the behavior of the light on top of it? It's blue.
39:00
Speaker 2
I wrote a blue does that say 2000 yes very blue now it's blue [silence]
40:00
Speaker 1
Okay. How far is it from the parent note? Okay, so almost in the same room. [silence] what you're going to do is you're going to type in 192.168.1.1 and then you're going to type in the password What's the default username and password? um it says it in the manual. have you read the manual? Could I request your manual ID please? Do you have an instruction manual? If not, you're going to have to find the information of how to access the router online. okay just type in 192.168.1.1 yeah yeah at least. again. okay watch the screen when you type it in it's going to open pop open a page. [silence] so when you type that in you're going to have a pop you have to act in the default username and password. [silence] so whatever it is for your system that is when you open up the admin panel. so go over switching to
41:00
Speaker 2
not using my phone. it's not paying anything. no. no. now it says internet. no internet connection. [silence] [silence]
42:00
Speaker 1
Let's go to troubleshooting. That's on the very left. Then there's a tab that says status. All right. Under status, click on report. All right. Now, what is the firmware version?
43:00
Speaker 2
Okay. Uh. Okay. Yeah. Okay. uh Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. uh 1-0-14-21-66-07. Yeah. [man: Yeah. That's the this data's been entered into our system already. You're good to go. Thanks so much for calling!]
43:00
Speaker 1
you should see two tables down at the bottom. First table is for the internet. Does it have an X mark? Is it under 1G? Uh-huh. Okay. So.
44:00
Speaker 2
okay she says port She'll and then it says Internet and it has a an X and the second square what she says uh on the on bottom what she says 2.5 gigahertz on our GPS. and then there is another one that is uh that is uh 41G
44:00
Speaker 1
Okay. So, on the first table, there's a, there's an X mark under 2.5. Okay. Game. and then there's another X mark. Goodbye. Goodbye. [silence] Goodbye. Goodbye. Goodbye. Goodbye.
45:00
Speaker 2
Okay. [silence] Hm. [silence] [[noise]]
46:00
Speaker 1
the one under uh port four if there's a um Yeah. Like, what is that? What is that device that's plugged to port number four right now? [silence] The computer
47:00
Speaker 2
s so you want me to disconnect port number four William or it should be just so it's nothing I think it's just a there went one phone from the one 1. saving That's a computer. phone number four is a computer that I have plugged in.
47:00
Speaker 1
[b Electronics] [silence] [Okay. Try to refresh it. [silence] [End of transcription]
48:00
Speaker 2
Right now it's, and the port, I think one, two, three, four, five, it's just the internet right now. The the internet that goes from from the Xfinity. So you want me to refresh that page see how it what it shows now?
48:00
Speaker 1
So did it change? [ silence ] [ silence ] not connected to the router. So, I mean, the X marks, sir.
49:00
Speaker 2
I see this is not connected to the browser. Mm-hmm. I don't know. <start_of_audio> It doesn't show anything because he says that it's not connected to the governor.
49:00
Speaker 1
So, [silence] Uh,
51:00
Speaker 2
Well, now it's Mike. Let me go take a curiosity. Yeah, but now I see comfortable and all fun. So you
52:00
Speaker 1
the computer is connected to to to the Wi-Fi of the Linx this okay what's the message router not found
53:00
Speaker 2
Yeah. I like giving the same to some message.
53:00
Speaker 1
All right, let's go back to connectivity, sir, or did it go back to the page. I'll try to refresh the page.
54:00
Speaker 2
Now, I set some inspector error 2315. Okay, now let me, like, try signing in again. No, same thing. Error 2315. Now, it doesn't let me go in.
55:00
Speaker 1
Mm-hmm. okay. okay. Let's reset this node one more time, sir. And here's what you have to do. You need to press and hold the reset button, keep holding until it shows a blue light on top and then you let go. Mm.
56:00
Speaker 2
So then again go to the next the page where it says sign now. So then [silence] Yeah, I'll do that with a light.
56:00
Speaker 1
And then let me know once it's steady blue. Okay. Now for your computer, open again, it's Wi-Fi and then look for the Vellup setup.
58:00
Speaker 2
All right. Okay. Yeah it's steady blue now. Okay.
58:00
Speaker 1
Okay now open a new tandem on the browser and I by the way close the previous pages that you have opened from the previous part
59:00
Speaker 2
OK, I'm connected supposedly silence.
59:00
Speaker 1
in a new tab. Then enter the my router. Info. Uh-huh. Yeah. Click next.
60:00
Speaker 2
Catherine, nice instruction Professor has been on. As for case then show me the name password and in this, he said now I'm trying to hold that info. savings changes
60:00
Speaker 1
Okay. Did you change the name here, or is it just the default? Okay. So reconnect your computer to develop set of Wi-Fi. Okay. Okay. Once connected to the
62:00
Speaker 2
OK, it says, reconnect to your router's Wi-Fi continues setup. And then the default. Is that the default?
62:00
Speaker 1
Y yes next. good to go to click next again.OK. Open another tab.Next tab then. Yeah.
63:00
Speaker 2
i go next. i hit next and it gives me the same thing. message. it doesn't pass from there and it's connected to B B setup 340. so i try i turn it on and do anything. no. pitch. hear. i click to open it. think.
63:00
Speaker 1
[silence] Okay. [silence] Try admin, like A-D-M-I-N, all small letters. [silence] Yes, sir. [silence] Usually it's admin, A-D-M-I-N, [silence] multiple letters since we re set it. [silence] Yeah. So, create a new one.
64:00
Speaker 2
Okay. Can you notice in the time thing? Okay? Show me. Let me, uh, let me. I'm going to use this question. It should be the password from from factory now, right? Oh, it says that I didn't create a new password or no. To me. [silence] I'm going to input that in there. Okay. Hold on. [silence] Yeah, that's the passcode right there from the factory if I want to. [silence] Yeah, if I want to [silence] So [silence] If I want to, I'll just enter that while I'm in [silence] Oh, I see. Oh, okay. Okay. [silence] So we go in the system. Hold on. Let me. [silence] Okay, now tell me if it said yes. [silence] Oh, please anticipate it.
64:00
Speaker 1
All right. Is this the Blue page or the White page? Blue. OK. The network status, what does it show you? Connected, OK. Uh, test the internet. See if it's the same issue. It doesn't connect. Okay. Go ahead. Let's see. [silence]
65:00
Speaker 2
O corregirán y abierto otra web o cerrarán .
65:00
Speaker 1
Okay. All right, let's go, let's go to troubleshooting here. It's on the left. And then there's a tab that says diagnostics. Click that. And then somewhere on the, somewhere on the right here. There's a section where it says Internet address. What is the Internet address on IPv4? [silence]
66:00
Speaker 2
No. No. Okay. Okay. No? It's the same suit. 10. 10.
66:00
Speaker 1
10.0.0.95. How about the IPv6? Does it have? An IP address? That's okay. That's okay. Okay. 10.0. 0. Okay, uh, while we're here, on top of the internet address there's a button that says share router info with linksys. Do you see that? And then there's a box that says i want to
67:00
Speaker 2
95. we got a bunch of bunch of numbers. it says 3601 and then it says no no
67:00
Speaker 1
contribute to future improvements by reporting router errors and diagnostics to linksys. If you click that, put a check and then click the share router info with linksys bottom. Uh yeah. So on the box that ask for the email, enter, no sir, you enter customer support @linksys.com. [silence]
68:00
Speaker 2
OK. OK. And then it says additional email optional. No, just send me my info, just say that. My email. Dave.
68:00
Speaker 1
Yes, there's no space. [silence] customer support at links.com. [silence] And then you click Send My Info. [silence] Is it sending? [silence]
69:00
Speaker 2
So you're going to customer, everything is going to, without a space, right? Customer support at Lenses.com. Okay. Thank you.
69:00
Speaker 1
customer support at the at sign Linxsys.com.
70:00
Speaker 2
Hello, thanks for getting in touch with Help Me Hear. How are you?
70:00
Speaker 1
[silence] recording press pause
71:00
Speaker 2
Hmm, says failure occurred sending the email. Hmm, yeah. Customer, yeah, customersupport@lensIs.com. C-U-S-T-O-M-E-R-S-Q-U-P-P-O-R-T Com that LensIs.
71:00
Speaker 1
Hold on. Let's go back. Let's go back to the page. And then, let's cancel that. Click X on the upper right. And then hit Okay at the bottom of the troubleshooting. Then let's go to connectivity. Let's go to local network. On the left sidey shere's a router details. What's the IP address? Okay. One and two. W-W-W dot
73:00
Speaker 2
okay, I will see you in a bit. close it, okay. all right, there it is. okay. okay. [silence]
73:00
Speaker 1
okay here's what we'll do sir on rather details let's click on edit and then let's change the IP address so we want 192.168.2 so change it to two then dot one so it should look like 192 168 21 and then and not yet [silence]
74:00
Speaker 2
Okay. Okay. Okay. [silence] apply. Well, it says
74:00
Speaker 1
Then to the right, where it says DHCP server, make sure that it looks 192.168.2.100, something the start IP address. Is it 192.168.2.100? okay change it to 192.168.2.10. Not exactly the same, but the third third box should be two. That's fine.
75:00
Speaker 2
the other server address is 1 9 2 1 6 8 1 1 0 the same that we put in the other one two and then 10 that's fine the start IP address other server address you said or no no it's 1 9 2 1 6 8 1 1 0 the same that we put in the other one two and then 10 that's fine [silence]
75:00
Speaker 1
All right. um Apply. Yeah, let's give it time, sir. It's saving the changes.
76:00
Speaker 2
them apply so now is the the starting I P are some 92 168 2 10 apply this is driving roadfound yeah but it's a row front no found you are not connected to the rubber
76:00
Speaker 1
Yes, in when we need to wait. Of course, it's changing IP address. You need to reconnect your computer to the Wi-Fi. Yeah. Yeah, wait for now and then try to see if it can reconnect after a minute or two. All right. Yes. Yeah, or refresh.
77:00
Speaker 2
[silence] re-connect to the Wiki right wait looks like it's connected so let me see if it's connected to the same Wi-Fi no that's connected to different Wi-Fi so that's connected to the set up right [silence]
77:00
Speaker 1
open another tab instead sir and then enter 192.168.2.1 yeah 192.168.2.1
78:00
Speaker 2
Oh. So the numbers now. [silence] opening? Okay. Okay. Hmm. Robert knows. He's insisting that I'm not Robert. Okay. Okay. Yeah, that's the same thing. [silence] [silence] okay so [silence] [silence]
78:00
Speaker 1
you're logged in okay let's go to the device list that's on the upper left does it show your what I call this computer on the page what's the IP address uh do you click on
80:00
Speaker 2
Okay. Hello. Yeah. Okay. Yeah. I show. I show.
80:00
Speaker 1
on it. Tell me what's the IP address of the computer? 190. Okay. Now, try to check if the internet is working.
81:00
Speaker 2
It's 192682. that's nine. That's you.
81:00
Speaker 1
Okay. Mm-hmm. Mm-hmm. What's the website that you're trying to access?
82:00
Speaker 2
maybe open one page but when I try to open another one, it just stay thinking and thinking. So, yeah, see? It opens, it opens, but it doesn't fully open it. Okay? It doesn't, I don't see picture or anything. It just letters from the the website. I I don't know. It's because I have some stuff from memory error. Let me let me open a different one. No. Yeah. I have a lot of like a tabs that I usually use. that's why I I think it it stays in memory and it shows me a little bit of the other web page, but then it stops. So, for right now, I opened like a, like a Google right now
82:00
Speaker 1
Okay. Let's open up a new tab, sir. And then, you've got to enter this address. So it is, the address is the192.168.2.1
83:00
Speaker 2
París no se nota de richtig und ni saubert. Oh, 10. A no wait. 10. Oh! Wait, wait. Y para Oslo... ex roseles.
83:00
Speaker 1
/sysinfo.cgi. [silence] That was 192.168.2.1.
84:00
Speaker 2
Okay. Yeah. Yeah. Okay, give me a minute. [silence] Okay, so it's 192.168.10.2, right?
84:00
Speaker 1
Yeah, [silence] 192.168 192.168.2.1 /cisinfo.cgi. Cisinfo. S Y S I N F O.cgi. Like goats. Yeah, I for India. Yeah,
85:00
Speaker 2
dict one okay [silence] info okay G [silence] CSI okay [silence] daytime.
85:00
Speaker 1
Yeah. Yeah. Well, I understand you on that, sir. And you know, this is pretty unusual for me as well. That's why I want to figure out. [silence] Yeah. So, we want to capture the logs. That's what I want to capture last. Then I want to submit it to the engineering and have them check.
87:00
Speaker 2
to be here like too many hours and no, no response. No. I'm tired. So, thank you very much. I'll call someone else. I don't know. It's too much. You don't give me a response. You just make me go go around, and around, and around and nothing works. I'm doing it. You tell me and we start doing again. And we did it before with the other gear. So, you made me do the whole thing again. And it's still not working. And I still want to try and try. This thing doesn't work. And then what? And then what? I gotta wait like a week or two?
87:00
Speaker 1
Well, they have to figure out what's causing the issue. So. Yeah.
88:00
Speaker 2
weeks or six months or what I can't be here like waiting for you or talking to you for hours and then wait for weeks that's a really bad customer service yeah you know this is ridiculous there's just too many times just for this I have been with another problem and they they they figured it out right away or they just give me a response you know what it doesn't work or do you know what now I gotta wait after five hours talking to you guys am I still the same the same problem that's too much uh that's fine don't worry I'll figure it out figured out something else because anyways if I like we keep doing this and no response
88:00
Speaker 1
Well uh we've locked here I can't be forwarding this to. Yeah you have to make sure that you got the URL corrected. Well what's unusual is there is.
89:00
Speaker 2
But we tried, like, we tried, like, three different things to send your locks, and it's not working. What else can I do? I'm tired of this. This is too much. We're trying to send the same thing, the thing that you made me to do, you made me to do like four times. The same stuff. The other did the same thing. And then she said, oh, I'm going to, you know, transfer to you to expertise or whatever. And it's the same thing. So we're just telling you it doesn't work. So I waste like a half a day talking to you.
89:00
Speaker 1
it has a white light and then there's no internet usually if it has a white light that means it's online well the situation the situation is that this model is no longer being manufactured we might not have the warranty the warranty is still there sure but the replacement
90:00
Speaker 2
it was doesn't work but you just give me another one. It's still on the warranty, no? So, you're letting me to to waste a day? And there's still no response? Okay. We usually start from that. Okay. You should start from that. You know what? You don't have a warranty on this. There's nothing that we can do, and that's it. Not keeping me here for hours and hours and now you're telling me this. That's what I was trying to tell you. We still have a warranty. I told you I think I we I bought this from a year ago, but you didn't say anything. You didn't say, oh, you know what? It doesn't have warranty. Sorry for you. You need to buy another one or get another product. So, Okay. What do you start with that? Now, are you keeping me here for hours?
90:00
Speaker 1
The replacement may not be available.
91:00