V2 Rubric Detail — 51e4f574-71c8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 01:34
Duration
74m 47s
Contact
Jason
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133507
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7200_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall58.3% (+24.3)

V2 Grader Summary

The agent provided technically accurate guidance and used appropriate tools to configure the MR7350 in bridge mode, offering one-time support despite OOW status. However, the issue remained unresolved as the customer reported no internet connectivity at the end of the call, and the agent failed to confirm resolution or provide a clear next step.

V1 Case Analysis

Customer (Jason Ackman) attempted to configure MR7350 (S/N: 33C10M25803505) as a bridge-mode access point. Agent guided through Wi-Fi rename, password changes, incorrect 5-press reset, and bridge mode setup. Router rebooted with solid blue light but app showed no internet. Issue unresolved. No follow-up scheduled.

Troubleshooting Steps
  • Changed Wi-Fi SSID via Linksys app
  • Attempted reconnection to new SSID (failed due to password confusion)
  • Performed factory reset using incorrect 5-press method
  • Re-ran setup wizard
  • Enabled Bridge Mode in Advanced Settings
  • Rebooted router and observed LED status
Key Observations
  • Agent used the 5-press method (designed for mesh node pairing) to factory reset a standalone MR7350 router, which is incorrect per KB documentation.
  • Agent misinterpreted LED behavior, stating 'solid purple' when the MR7350 only has blue/white/red LEDs; this caused confusion about device state.
  • Agent incorrectly claimed the Linksys app would no longer work in bridge mode, which is false — the app can still monitor status and settings.
  • No verification of physical Ethernet connection between primary router and MR7350 was performed, a critical step for bridge mode.
  • Call ended without confirming internet connectivity or providing a clear next step, leaving the issue unresolved.
Positive Highlights
  • Collected customer name (Jason Ackman) and serial number (33C10M25803505) accurately at [30:00] and [31:00].
  • Identified that the device was out of warranty and offered a one-time free support session, setting appropriate expectations for future support.
  • Maintained a polite and patient tone throughout the call.
Agent Errors / Gaps
  • Used the 5-press method to factory reset the MR7350 at [51:00], which is not applicable to standalone routers and is documented only for mesh node pairing (universal_factory_reset.md).
  • Misstated LED colors, claiming the router showed 'solid purple' at [50:00] and [51:00], which is not a valid LED state for the MR7350 (only blue, white, red) (adjacent_device_setup_scenarios.md).
  • Incorrectly advised that the Linksys app cannot be used in bridge mode at [69:00], when in fact the app remains functional for monitoring and management (universal_firmware_update.md).
  • Failed to verify the Ethernet cable connection between the primary router and MR7350, a fundamental requirement for bridge mode operation (adjacent_device_setup_scenarios.md).
  • Did not confirm whether the primary router was assigning IP addresses via DHCP, a prerequisite for bridge mode functionality (linksys_now_advanced_settings.md).
  • Suggested speed test results on the MR7350 as validation of internet connectivity at [70:00], despite the app explicitly showing 'no internet connection'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
At 68:00 the customer reports 'no internet connection' after bridge mode setup, and the call ends without confirming resolution or providing a valid path forward.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through reset, Wi-Fi reconfiguration, and bridge mode setup (49-65), but troubleshooting was disorganized, skipped key checks (e.g., existing router model), and failed to verify final connectivity.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device was out-of-warranty (32:00) but offered one-time free support and proceeded with best-effort troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms like incorrect password and bridge mode intent (40-43), but failed to ask critical diagnostic questions about the main router’s make/model or connection method.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the Linksys app and hardware reset button to reconfigure the MR7350 (37-50), which were necessary and correct tools for this scenario.
T3 Met No misinformation conf 90%
Agent accurately explained bridge mode functionality (65-66), password case sensitivity (48-49), and reset procedure (49-50), consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had awkward transitions, repeated instructions, and background music interruptions (40-45), though did not lose control entirely.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms like 'bridge mode' and 'DHCP' without simplification, but did confirm understanding at key points (e.g., 'you got that?').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, never transferred, and followed through on all commitments without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent instructed customer to complete setup but did not set a clear timeline or follow-up plan; ended call without confirming final status.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the customer’s first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; the agent handled the case within scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; the agent handled the case within scope.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed appreciation and closed politely (74:00), but showed minimal empathy during customer frustration (46-48) and remained procedural.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and used clear instructions, but did not noticeably adapt tone or style to customer’s confusion or emotional state.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number, perform multiple resets, re-enter passwords, and navigate app confusion—indicating avoidable repetition and high effort.
Call Transcript87 turns · 95 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.Lynxus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty product, please have your device's serial number and contact information ready. If
00:00
Speaker 1
Do you history? It's a bridge love. We don't give that option all. What was the guy on wire going on? mesh. He just said mesh there. Exosage is a low maintenance favor in Arizona landscapes, but a light June pruning can dramatically increase how often it blooms during monsoon season. Knowing where to cut helps it stay compact and covered in purple flowers. [silence] [silence] Dad? yeah. Dad? [silence] I was a. Good. I did know that. I like I where they're at. I don't I don't I don't remember hearing someone make a near. I remember hearing anyone make them. Oh, I'm so thirsty. Huh? [KEEP_UNCERTAIN] Hello. Hi, good evening. Yes, I am needing some assistance. I installed one of your Linksys Max Stream dual-band Wi-Fi 6 router in my home to be used as more of like a range extender. And I got it all set up. I already have an existing router in my home from my wired system. But I bought this just to kind of increase that system, right? Just to get me better coverage in the house, but it's not great. But I don't know if I've set it up right because when I went online to try to download the app and everything and I have all that taken care of. But what I found
01:00
Speaker 2
Thank you for calling linksys technical support. My name is Paul. How may I help you today? Hello? Hello? How may I help you today? Really? Really? Man. Really? Oh? Man. Really? Man. Oh. Okay. I
28:00
Speaker 1
what's the word, go back to the, go back to the, yeah, I kind of wanted it in bridge mode to be used as bridge mode as like a backup. Does that make sense? I'm sure it's always dusty but new for me. Sorry. Yes. Okay. Okay. Sure. And it should be in the system because I called your, the company the other day and she input all my information my email and everything.
29:00
Speaker 2
uh huh oh okay all right so for bridge mode today rather we will just act as an uh extender yeah to your network yeah so it will just act as a pass-through it will just get an i address from your main router yeah that's how it works and when it comes to bridge mode okay so for this one yeah let's see what we can do okay but before we proceed uh let me create a uh ticket for you could you have your first name and your last name
29:00
Speaker 1
But the, first name is Jason, J-A-S-O-N, last name Ackman, A-C-K-M-A-N. Yep. Sure, sure. M, yeah, A, C, K, M, A, N. Correct. Okay, great. It is the M, R, 7. Yeah, just pop that one. Yeah, M, R, 7350. I'm sorry? Yeah. The new router is the 7350.
30:00
Speaker 2
Oh, okay. So that's Jason Ackman, right? Let me double check that one. sir. Oh. all. sir. by. sir. Your last name is Ackman. That's A C K M A N planet, right? Yeah, yeah. I was able to pull up your record here, sir. Just want to confirm, sir. Your route the based on the record. Your router is this M R 7350 or a different one. sir. Yeah, can you double check, sir? Then you router. M R. So the new router, sir. The new one.
30:00
Speaker 1
Zero. I sure can. Zero number is 3-3-C as in cat-10-M as in Mary-2-5-A as in apple-O-3-5-0-5. That's correct. I purchased it. I purchased it from my neighbor actually. Maybe. I don't know if he's used it or not. It was all wrapped up when I got it from him. Uh this I I purchased it from the this you know this last week. I don't
31:00
Speaker 2
For merchandise and can you have serial numbers of this new router? Okay. Okay. That's 33C10M25803505. Is that correct? Okay. And I just want to confirm something. I don't know when and where did you purchase this router? Yeah, when did you bought it? Okay. Okay. So this is like a second hand router. Okay. Yeah, got it. Okay. Okay. And So, Man, when did you purchase this one from him, from your neighbor?
31:00
Speaker 1
I don't know when he purchased it. I don't know that sir. I appreciate that, my friend. Thank you so much. that's, that's fair. That's fair. I appreciate your help. Thank you. Thank you so much. Yes, sir. I have one in the house existing and then I have one that I just installed from you guys.
32:00
Speaker 2
I, okay, yeah, because I happen checking our system here, sir, it appears that your device is already outside of its warranty period, so yeah, technically with the support devices that's already the outside of the warranty period, but however, since you purchased this one to your neighbor, so I can provide you a support just for this one time, okay? Yeah. Yeah. But I can say in case you need assistance in the future, then you will be charged, yeah, for the paid support option. But for now, sir, I can provide you at least one time for this time, sir. Okay. I just want to inform you that one, sir, yeah, because you might wonder why the other technician will charge you for the support, okay? Okay. So, how many routers do you have in totals or aside from? Yeah, how many routers do you have in total? Uh-huh.
32:00
Speaker 1
Yeah, let me go out here and I will walk you over to it. Where's that light that maybe. All right, we're getting there. One, one second. Okay, um the the name of the company that we have is wired also if that matters, so just so you're aware of that. Wired, the name of the company, wired is the name of the company that we utilize. Um and the serial number on the side of this unit, um, I have a I have an SSID for the connection. Now you just the character is uh [silence] banned.
33:00
Speaker 2
the one from your existing house what is that router's the man what's the make and model of that router [silence] what's that sir but can you check sir the model number yeah make sure to yeah just the model number of that device yeah just want to confirm what type of device do you have
33:00
Speaker 1
I have an MAC, WPA, IP address, user name. I don't see a monitor. Is that the MAC? Part number. I don't see that anywhere on it. Yeah. I don't see it on this sticker at all. Hold this phone closely to me if I can see it somewhere else here. What is it? Are you looking for the part the model number of the part you need with this router? And I don't think this is it. Yeah, let me. It's in my it's in my like a communication little closet in my home. Got it. Um in new homes they've built in the walls of the laundry rooms typically they have like a little communication box where they have all the electronics wired into. [silence]
34:00
Speaker 2
I'm sorry. I'm confused. How about the part number? So could you see the part number of that router? Yeah. Of that other router. Ah, no, sir. Part number. Usually, it's P slash N. P for Paul. slash N. The part number or model number, too. Because I just want to confirm if we can configure the router. Yeah, I'm not sure about that one, sir. [silence] For the router? [silence] The router? [silence] Or the maxim? [silence] Um, I'm sorry. Actually, I couldn't see that one. [silence] [silence] So, could you repeat the router that you're looking for? [silence] Um, because I - I'm not sure for that one. [silence] Um, just give me a second. I'll see if I could get the part number or model number.
34:00
Speaker 1
I have a cap. I have a tablet. I just don't have a phone. But I can have a I have a tablet. Same thing. [silence] Yes, I have one that says 10G. [silence] And then I have four ports that say 2.5 G. Yeah. Yeah, I do have um I have DirecTV. [silence] I have DirecTV that's set up on this router also. And um he said
35:00
Speaker 2
Okay, how about this one, sir? Do you have a computer, sir, that we can connect wired to your existing router? Yeah, to that router. Yeah, the one that you have right now. So we will check if this device uh no, sir, because is that tab like, uh, huh. I see. I just want to confirm, sir. This existing router of yours, sir, how many ports does it have? Does it have four ports or only one? Yeah, in your existing router. And do you have other device that is connected to that existing router? is it connected wired?
35:00
Speaker 1
Yes. Well, it's yes, connected to the wired router. Yes. Directv is. And he said to include that into one of the two point five jacks. Or should I have that to the 10g jack? 10g jack. So, okay, we'll, okay, we'll leave that on the 10g then. Okay. Okay, so let me put that, okay. Let me put that back because that's what they recommended doing. So let me put the, let me put the Directv back to the 10g. And then the one that I wired in. Yeah, the one that I wired in, we're going to put to the 2.5g.
36:00
Speaker 2
Yeah, connected to your existing router. Okay. Yes. Um, no, it's uh, that's I, for that one chair, I don't want to mess up your television. Just leave it connected. That way, we will just work on the Lincus router. Okay, so then it's seizure if we can configure. Yeah, just leave it there. Yeah, we don't want to mess up your TV. Because that's already working. Yes. Yeah, just leave it as is. Let's just work on the Lincus router. Let's see if yeah, just leave it as is. Yeah, just connect the
36:00
Speaker 1
Okay. Okay. I already got that. Okay. I did that, sir. Uh, right now it is blue, I think. Ah, yes, it is blue. Blue? Yes. Yes. Yeah, I mean, I have it set up on my, I have it set up on my app and everything already. Okay. Now, now, hold on, one second. The, that's interesting. The router just turned red. So, the th- Well, no, I'm number in the modem. I just switched it.
37:00
Speaker 2
Okay. Uh. Now sir, what's the status light on your existing router what's the color of the life? What color sir. Blue. Solid. Because if it's solid Blue, Okay. Yeah, so if you want to set this one to bridge mode sir. Yeah, just open the linksys app. Yeah, please launch it. Let me know if you have the linksys app open. Okay. So did you just plug into the router to the power outlet? Or you unplugged it from the modem.
37:00
Speaker 1
chest over that 10 G to the 2.5. The only thing I did just momentarily. Maybe that's why it senses it differently. Okay, we can do that. let me. um. Get me um. get me back to uh. the Liskies app on that for me, please. Okay. Yeah, okay. Now. now it's blue again, sir. Yep, and now I have the Liskies app is opened up. Now I will tell you this, when I installed this the other night, I did think that I made a mistake. Because when I open up my cell phone, and I look at my um. Wi-Fi. settings. I think I used the two of the same names. where I should have one say Linskies and one say my current one. Okay. Sounds good. Okay. I got it.
38:00
Speaker 2
Oh, okay. I see. Yeah. Yes. Yes, yes, just give it some time, sir. Maybe it's trying to detect the internet. Yeah, just give it some time. Yeah, probably, sir, it's Okay, good. Yeah, please launch the Linksys app. app. Mm-hmm. Uh Yeah, that's okay, sir. We can check that one, sir, on the app, okay? So, on Linksys app, sir, please tap on the three lines, tap on menu,
38:00
Speaker 1
Yep. I got that. Yep. I can see that and I can see the Wi-Fi password. So is that, okay, so let me change that, I'll just type in Lensky on that one then. How do I get rid of all that, Cole? There it goes. Okay, I'm just going to type in Lensky just so we know what it is, baby. just so it's a separation. L-I-N-K-S-Y-S. And then would I have to change a password? That's not necessary, right? No. Okay. I can leave that. I'm I'm happy with the password that we have. And I'll save that real fast.
39:00
Speaker 2
Okay, then under menu, go to Wi-Fi settings. Okay, then under Wi-Fi settings, yeah, you can see there your Wi-Fi name. Okay, can you see there your Wi-Fi name? Yeah, that's yeah, that's the name for your Wi-Fi network, actually. So you can change it from there. you can change it. Yes, okay. Yeah, you can assign a different, different thing. Oh, okay. All right, it's up to you sir, it's up to you. Your call if you want to assign, yes. Okay, then just click on save, yes. So after you click on save, sir, you might have to
39:00
Speaker 1
Okay. Okay. Got that. It's restarting your Wi-Fi. This could take a moment. Uh... Okay. Okay. Okay. It's okay. One, one, two, ten. That is... Wi-Fi. Yes, sir. It did change. It did. Yeah, I can see it does say Linkey's now. Alright. Select that one. And it's spinning right now. Incorrect password for Linkey's. What's the ci...
40:00
Speaker 2
Might get disconnected from your network, you might lost your [music],[silence]What they call it from the app so all you have to do is just reconnect to the new wifi name. [music]So while waiting Sir, please go to wifi settings on your phone. Uh [music]Then please check if you can see the new name that you just created. So you can see it from there.[music] Yeah, just refresh your wipe[music] Ok. Yeah. Yes. Select the wifi name sir and connect to that name. [music]connect to it. [music] Yeah, make sure to enter the correct pass[music]
40:00
Speaker 1
get that password Debbie we're getting that password one second [STAMMER] um [silence] It's been incorrect patient program. let's just go back to change it. okay, sorry about that. I'm trying to put the password in that we created it it doesn't seem to accept that. Can we change the password? cuisine? okay. So, let me try it. Let me try them. Let me just try it one more time.
41:00
Speaker 2
Okay, so for that one, ma'am. Yeah, you might not be able to change it, since you change the Wi-Fi name. So you need to connect to that new Wi-Fi name before you. Yes sir. So you. So you can access back the Linksys app. Uh but since you cannot connect, it's not the same Wi-Fi. Yeah, it's not the same Wi-Fi password. Sorry that is.
42:00
Speaker 1
It should be. Let me try it again. Okay, now it's not there. So let me try this. Joining. Hold on a second. Maybe it's working now. Nope, incorrect. Dang it. I was using the new wifi name, the one that said Liz's. Should I? Yes, I'm using the same. I used a name before. Um. No. No. This is the first time I've ever included that name. Yes. So maybe I
43:00
Speaker 2
On the app baby shrimp, I mentioned earlier. That you just have to leave it as this. Are you using that, wifi name before, sir. um that's a total new wifi name. I know. I mean the one that you change. Are you using that wifi name before now are you using that name before? Yes. Did you use it before or no? First time using the name
43:00
Speaker 1
I needed to, oh here, I can change the password here. hey, what does that , the hell does that me what , network does it go to? oh it says lucas . who, lucus. you know because it came up. how the hell does that also. So there and then private Wi-Fi address configure. , table kin. The hell is that? Showing the network. our then I don't know what I just did then.
44:00
Speaker 2
Okay sir how about this one sir try to forget that network first okay so long tap that means his name and
45:00
Speaker 1
okay let's change it okay.You want me to go to the okay.I won't do anything with that one. So what would you like me to do next.Yes, but that's the one that I'm having the issue with it.Oh forget the network. Okay, so, um, let's see. Auto join password, private Wi-Fi, oh, okay, don't do anything just forget about for now. Okay. I I don't he is an option for that other than my oh no, no, I'm so sorry, it is. I see forget this network. My apologies. forget. I'm sorry, man. I was just missing.
46:00
Speaker 2
Okay.
46:00
Speaker 1
that keyword right there. God, that was a good one. Just reach for the phone next time and help me out, right? Okay, I now only see my regular Wi-Fi. The one that I'm seeing, that's the one I see. Okay. Okay, I do see a link. I see that there, yep. And I'm gonna select that now. Okay, so, let's try it again. And, it says, joining. It still says incorrect password for linksys.
47:00
Speaker 2
That's okay, that's okay. because I'm still thinking that you I asked you limit the just leave it alone. No, just stop. It's an option. He has a it's an option. Yeah. is an option, like forget that. work. Okay, yeah, just. Yeah, just go back to wifi settings, to view view wireless networks. See if you can see again the link to this network. which you should. Okay, yeah. Select again the wifi name, sir. Then we enter your wifi password. [silence]
47:00
Speaker 1
Yeah, I don't. No. Oh, should I? Well, maybe that's the one that I should be uh, using. Okay, bring that phone. Yeah. that's probably what it is. That's probably exactly right. Hold on for a second. Um, password is yep. Hold it. So the capital B or no? B M B N F I J B S G [silence] So J B S G Okay. [silence] Um, uh, Z even. Z B C E J S F G Okay, uh, uh, uh, okay. Uh, uh, what do I need to focus on them now? We are talking about the northern district? Can you clarify that? Yeah, could you please repeat that?
48:00
Speaker 2
Because the password is actually case sensitive Are you still using sort of like the default Wi-Fi password of Linksys? The one on the bottom You changed it already Yeah try Yes sir try using it sir Yeah just Or you can try it different devices You can try the other phone So okay Yeah the one on the bottom Try it
48:00
Speaker 1
Okay. I just put the one on the bottom of the router and it's short. Yeah, still says, incorrect password. Okay. Yep. I have that. Yeah. Okay. Yeah. So, I see the blue light. It's off. Okay. And I'm holding it down.
49:00
Speaker 2
Damn. Yeah, because you might change it. It might be successful. Yeah, for some reasons. Okay, so how about this one? What are we going about to do next is we'll have to reset the router instead, okay? Yeah, we'll just have to reset it. Okay, so at the back of the router there, you have these the red button labeled reset, right? Okay, so press and hold there that reset button until you see the blue light. Okay, so when you hold down the reset button, sir, the wait until the light turns off. Yes. So press and hold the reset button, wait until the light turns off, then once the light turns off, keep pressing until you see the blue light. Once you see the blue light, that's the time you let go of the reset button.
49:00
Speaker 1
giving a blue light. I'll let you know. It's blue. Good. Okay. Okay. Okay. Now. Okay. Try pressing okay. It's flickering flickering light blue. So I think it's probably gonna do something. Yeah, it was. It was. I think it's not. This is definitely something going wrong.
50:00
Speaker 2
Okay. Let's go. Okay, good. Okay, then let's wait turn until the light turns uh let's wait until the light turns solid blue. I mean solid purple. Okay. How was it? What's the color of the status light? Okay. Yes, it's, that means it is.
50:00
Speaker 1
Solid blue, now it's kind of flickering, so maybe it's getting closer. Okay. Okay, now we just turned purple. Okay. Okay. One, two, three, four, five. Okay. Solid blue again, okay.
51:00
Speaker 2
is rebooting. Okay, good. Yeah, let me know if the light turns solid. Okay, good. So let's reconfigure the router, sir. So to reconfigure the router, so this time, sir. So same thing, sir, press the reset button, but this time, press the reset button five times. Not too fast, not too slow. Five times. Okay, there it go. And again, sir, a waiting game. Let's wait until it turns. This time, we'll have to wait until it turns solid blue. Yes. [silence]
51:00
Speaker 1
On my Wi-Fi network, I see a different lynsey's setup now and it matches what says it on the back of the router, so that's good. Yeah, the bad. Oh, now it went away. Um that's just what Chad chatty told me to use it as a backup. So it's not the main router, it's just extra. Is that correct? And that's what we want.
52:00
Speaker 2
Yes, sir. Yes, sir. Yes. [silence] So, right, while waiting for this one to be raider, sir. I know why you want to set the [ sil ] router bridges mode? Let me ask. May I know why? Uh, uh, I see. Uh, that's in because if you set the router to bridge [ sil ] mode, then the one handling that DHCP is your main router. So the router will just act as an extender. [silence] This one, sir, I would suggest,
52:00
Speaker 1
Okay. Okay, but that's not what it told us to do. We just want this to be an extender and still use our our router that we have. Okay, okay, we went to Solvers. Okay, and I see on my wi-fi network, it now says Linkdes F3703 set up by Taysay. Okay, it's selecting I'm using my iPhone. My iPhone. Okay, and it it's um it has a check mark.
53:00
Speaker 2
Sorry that you just configure this one sir as router like a secondary router because that's how we usually configure the router if it's connected directly to the modem so... yeah because setting up... Oh, I see. Yeah, if that's the case then yes you can do that one. because if you use... okay good then please connect sir your phone or your tablet to that wifi name. Yeah, select the link sis yes select that link sis. But if sir you are using an ipad right? For this for the troubleshooting? Oh iphone okay. Yes. Yeah, connect to that wifi name.
53:00
Speaker 1
OK, it's connected. Bluejack part next month. So it looks like it's probably being used. Enable Bluetooth. OK, it's kind of going through. It says right now, connect your router to the modem or source of internet. It just says it's connected. And it is. OK, next, next. OK, then make sure everything has finished starting. Node light is.
54:00
Speaker 2
Okay, get. yes. okay. then after. that. so please. re -open the Linksys app. then this time so it go to. manage Wi-Fi. I just skip those one sir. it just. go. click on next. since the router is already configured. I just keep. clicking. next? yes. just hit. next
54:00
Speaker 1
Solid. and we don't want it to be the same. So don't I want to change that to make it as a backup? Because I don't I don't want the Linkhub to be the main. But it doesn't allow me to move forward without this. It's it's it's making me it says devices will automatically connect if they see the same Wi-Fi name. [silence]
55:00
Speaker 2
Yeah, yeah, that's okay, sir. Yeah, keep, keep clicking next. Uh, for now, sir, just go through to the setup, sir. Just leave the current settings as is. I, and for this one, sir. Maybe... Ah, that's okay, sir. That's okay. Just run through the setup. Just, just complete the setup for now. But make sure to take note of the Wi-Fi settings, okay? That it, it generated. Yeah, just...
55:00
Speaker 1
Yeah, not even passwords. Yes, or it says, no, create new Wi-Fi setting. I think that's the one. I think that's the one that I think we want. Okay? Okay. Okay, I... palace pledge... okay log-in, email address and password is what it's asking now. one second, let me see this one, yeah, just, I don't... what's the last one? the diesel. Okay. That's correct. okay, just go log in. Okay, securely... [silence]
56:00
Speaker 2
I just click on yes yeah just because this and just proceed yeah just click on yes so it will use the default settings for now yeah just follow the on-screen instructions I just run through the setup
56:00
Speaker 1
Logging you in. linking into your account. It could take up to a minute. Okay. Okay. Okay, name your Wi-Fi, so that's what we're going to name it, just my name. You said lowercase? It's asking for the Wi-Fi name and the Wi-Fi password. [silence]
57:00
Speaker 2
Oh, yeah.
57:00
Speaker 1
So we need wife buying name. What's that one small? We don't have a wife buying name. So we just need to create one. A name. Oh okay, so just you. Okay. Wait, let me. It's about 2026 time. Okay. Okay, one second, I'll turn, we're going through this. That's what that's what other people are going to see. If a, Oh, I don't want that. What will it say? Yeah, we want to choose something that's. Kinda. Um. We just need to create a name of anything, right? Yeah, just something random that we're going to remember.
58:00
Speaker 2
Yeah, that's different sir. So just enter your Wi-Fi name. Yeah, not the Yeah, personalize it. Yeah, you have to create wants. Yeah. Yes, ma'am. You got it right. Yes, as long as you can.
58:00
Speaker 1
You. Did you, did you? Just good for that. Write that down. Okay. Okay. And then we need to create a Wi-Fi password and we can do that right here. Let's do this. And you know you're good there. We'll just write this down. One second, my friend. Okay. And then we're gonna go here. We're gonna do this. Okay. So that's his password. Okay. So next. Configuring your Wi-Fi. This could take up to a minute. I sure appreciate you. Thank you.
59:00
Speaker 2
Yes okay get yes you're almost there sir yeah come on sir [silence]
59:00
Speaker 1
i do yes that's the other one i'm calling you on okay sure i can do that there it is right there so there's a scooter [silence]
60:00
Speaker 2
Sir, so do you have another phone where a smart phone? [silence] Yeah, can you try to connect the other smartphone to the new Wi-Fi name? [silence] or please check first if you can see the new Wi-Fi name. Once you see it, try to connect. [silence] Let's see if you can connect. [silence]
60:00
Speaker 1
Okay, if you can. Okay. Now, let's connect your to your new Wi-Fi. Okay, your phone's already searching for Wi-Fi. Mhm. Okay, that looks like it's good there. All right, and then we go back to the app now. So, go to your phone, Wi-Fi, connect to the next below. We did that. Okay.
61:00
Speaker 2
Okay, good. Okay, yes, go ahead and connect your phone to turn on your wi-fi. Okay. Yes.
61:00
Speaker 1
and look for your child. It says, looking for your child, notes. What's that? Oh, yeah, I don't. Yeah, there's no, I just have to go through. Okay. Yes, that is where I'm going, okay. So right now it says your network router next or add more nodes. Next. Okay, remove old router system from your account. We recommend keeping your account so say. Okay, so I'll do that later. Okay. Okay.
62:00
Speaker 2
again if it shows connected, ah, no, sorry, just cancel it, yeah, it will look for an additional child node, so just skip it, if you have that option. yeah, just, yeah, we don't want to, okay. And by the way, so look at that, let me remind the user, if we set up this router to Bridge Modnar, then it should be connected through the main router via ethernet cable, okay? Yeah. Since it doesn't uh yeah, just click on next. No need to add more nodes. Uh, and then everything will get back. ah, no need to just live it as it is. Yeah, you don't have since you don't have other devices, so should be fine.
62:00
Speaker 1
Okay, we got that. And next. Upgrade is complete. Thank you for continue linting the customer. Go to dashboard. Okay. And. Yep. It comes up to the dashboard. Yep. Okay, we're going to top left Wi-Fi settings. Okay. That's fine.
63:00
Speaker 2
Okay, yes, go to dashboard, sir. Okay, I will be back to you with a dashbort. Okay, good. Yeah, once you're back on the dashbort, sir, please go to Wi-Fi settings. Okay, so under Wi-Fi settings, is that the name, sir, you want to assign for the Linksys router? Is that what the name that you want for your Linksys? Yeah, I just want to make sure. Okay, good. So, yeah, go back to main menu, sir. Then this time, click.
63:00
Speaker 1
there it is. Okay, it says "internet settings". Yes. Hold on one second. I missed one thing here. was he supposed to click on internet settings? I got the menu up. advanced settings. Okay. Okay. Okay, that's where I missed. I'm sorry. Okay, I got you. Go ahead, sir. Yes. Yes.
64:00
Speaker 2
so for connection type sir yeah you mentioned you want to set it to bridge mode yeah then you click the arrow next to the auto configuration DHCP then this time to select bridge mode ah hold on go to advanced settings man advanced settings then internet settings okay so under internet settings yeah click so by default it is set to automatic configuration DHCP right okay so just click the arrow next to auto configuration DHCP then scroll down all the way to the bottom then
64:00
Speaker 1
Yep. Yes sir. And then click that, check make sure you okay, and they have the check mark on that. And so the check mark is there, so let me click out of that. And it says bridge mode and save. What happens if I enable bridge mode, you'll be able to use advanced features on your modem router such as ports. Oh, that's okay, so that's what we want to, okay. Okay sir, that's fine. You're what we typically use. Okay, and bridge mode and save. And it's going to take just a minute for this. It's blue right now sir.
65:00
Speaker 2
you have the bridge mode option, right? okay yes, select bridge mode and click on save yes, save no, sorry you can not use the advanced settings of the linksys router, it will just act as an access point so it all so your network will be managed by the main router yes sir, observe the lights there on the now it should did it turned back to blue? that's it?
65:00
Speaker 1
yep so it's just saving the changes right now oh no it's just one the router went black so I think it's maybe not blue yet so it's just one second okay so it's still saving changes blinking blue a little bit it's still blinking blue so it must be doing something okay just a minute I'll let you know now why just while it's rebooting here what what will I be able to see as far as to to give me better coverage will I be able
66:00
Speaker 2
Okay, so yeah after you saved it then that's it, your router is now set to bridge mode. So all your devices are on the net. Yes, I think it's rebooting. Applying the settings. Yes, yes, it's still rebooting. [silence] [silence] Yes, you can try to run the the speed test. The your speed. [silence] You can then [silence] yeah good. Actually sir the router only depends its connection coming from the main router I mean the the linksys yeah if it's set to bridge mode then yeah it will just act as again it will just act as an access point. So yeah whatever speed you are getting from the main router so it should just like uh the same or similar speed. [silence]
66:00
Speaker 1
I guess this is what you mean by rebooting when it turns red? Okay. Okay, now it just went to yeah a I have a solid blue but on my phone it's still saying still saying saving changes but it's definitely progressing where it was. It's about uh I'd say 90% done now. Okay, it says my phone came up it says the name of it has no internet connection. Check router point for power or if there is an ISP outage.
68:00
Speaker 2
Yes, yeah, it will, no, blue, blue, if it's rebooting, if it's red, it's trying to reconnect. Okay, that's good. Yeah, okay. [silence] Uh, yes, sir, because if you set the router to bridge motor, yeah, it might, yeah, drop from the eye.
68:00
Speaker 1
Okay. Okay, so let me try it so right now it's shortly, Travel. Oh, okay, so I can log out then of my phone unless okay. Okay, log out. Are you sure you want to log out? is it? Okay, so we're just using this as a just an extra. Okay. Okay. I can see that, sir. I can see that. And then oh, let me log back out of that. And see. source. Manage your Wi-Fi setup. Okay. So the app does not work
69:00
Speaker 2
the app well because its router capability is gone at this point try to close the app as soon as the router turns blue or the day that should be good if it's set to bridge mode actually so if the router is set to bridge mode then you don't have to yeah you don't need the app anymore yeah yeah you can just close the app yes because the one handles that DH yeah just like out because the one who handles the DHCP at this point is your main router and yes
69:00
Speaker 1
it works through Lintease at all now. because of instead. Okay. But I can't. But I should be able to go and do a speed check to see what we're talking about. And just see what that looks like. Now where am I, in the middle of, my family room where I have the new, the new Lint ease. It has a 561 down speed, with an upload of 329. I don't know if that did anything or not to be honest with you. Right now I
70:00
Speaker 2
Yes. Yes. Yes, since it's rich one. okay What is the speed that you're getting if you are connected to the main router.
70:00
Speaker 1
It says 561 to 329. and then okay so on my upload okay so I have a 522 on my MPs but my upload but my upload is only at 251. okay so okay so
71:00
Speaker 2
Yeah, that is actually an ideal speed, sir. If you have like a gigabit wireless speed, yeah, because for wireless, if you have a gigabit connection, then wireless is usually half of the ethernet speed. So if you have one gig then you will be getting around 400 to 500 Mbpps wireless speed or wireless internet speed. If you can get 500 then should be good. Mbps. Yes. Yes, sir. So that that's okay, sir. So, 51 for upload because sometimes ISP will not provide you the same upload and download speed. Yeah.
71:00
Speaker 1
Uh, guess my question. Uh, since we bridged this, uh, your recommendation was to use the Sinsky and said, uh. and why did you recommend that instead of that? Is it is it better than what I have?
72:00
Speaker 2
it's up to you and that's where you want to configure the router if you have a high and if your ISP provides you with a high end modem router. if it has like a better specification with Linksys then much better if you used it if you use that one as your main router and just use the Linksys as a secondary router, so it's still up to that specification of your Your what do you call this, of your upstream router or your modem. Yeah, so for now, sir, try to check the specification of your modem. Yeah, if it is better than Linksys. So, for that one, sir, I would suggest that you check the specification of your modem. See if it is better than the Linksys router. Yes. You can try searching online sir. Yeah, just check online. Or you can try to call your ISP. Yes. Then just compare their specification online which one is better. Yeah. Yes, exactly.
72:00
Speaker 1
Okay. All right, my friend. Well, hey, I sure appreciate you're helping me with this process. Thank you so very much. Okay. Okay. I will do that. Thank you. No sir, that's perfect. You too, sir. Thank you. Bye-bye.
74:00
Speaker 2
you're very much welcome sir and but it was if you if we say like a forget network it doesn't mean that you have to forget your network. It's like an option on your phone like forget network. So the phone will forget that network. like and the profile saved on the phone. okay you're very much welcome. So do you have any other questions before we end the call? Okay, so once again sir, my name is Paul from linksys technical support. Have a great day and stay safe always. Bye bye.
74:00