V2 Rubric Detail — 558ae8cc-7fac-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 17:49
Duration
52m 20s
Contact
304-634-8207
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00137120
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500 No Internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.38/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall79.0% (+23.0)

V2 Grader Summary

The agent conducted thorough, technically accurate troubleshooting, correctly identifying the modem as the source of failure after validating router reset and configuration. While internet was not restored, the customer received a clear diagnosis and actionable next step, constituting a partial resolution. Key technical steps were valid and well-executed, particularly the use of 5-press and bypass testing.

V1 Case Analysis

Customer (Joanna Riley) reported no internet on MX55-EC. Agent incorrectly used 5-press reset (unsupported), provided wrong default password ('admin'), and used invalid IP (192.168.1.01). Router UI inaccessible, LED solid red. After failed troubleshooting, advised customer to contact ISP (Armstrong Cable) and promised email with steps.

Troubleshooting Steps
  • Collected model and serial number.
  • Incorrectly guided customer through 5-press reset (unsupported on MX55-EC).
  • Guided customer through standard factory reset (hold reset 15 seconds).
  • Attempted to access router UI via incorrect IP (192.168.1.01) and myrouter.local.
  • Incorrectly suggested default admin password 'admin'.
  • Bypassed router to test modem connectivity directly.
Key Observations
  • Agent used 5-press reset on MX55-EC, which is not listed as a supported model in universal_5press_models.md.
  • Incorrectly stated that 5-press resets the router (it does not erase settings; it triggers diagnostic mode).
  • Provided incorrect default admin password 'admin' — MX55-EC uses the WiFi password printed on the label as default.
  • Used invalid IP address 192.168.1.01 (should be 192.168.1.1).
  • Did not verify modem connectivity before performing multiple resets and reconfigurations.
  • Troubleshooting flow was disorganized and inefficient, with repeated resets and unclear instructions.
  • Eventually correctly isolated the issue by bypassing the router and testing modem directly, confirming no internet from ISP.
  • Agent displayed patience and empathy, and offered to send follow-up email.
Positive Highlights
  • Collected customer's name, email, serial number, and model (transcript [02:00]-[03:00]).
  • Eventually bypassed the router to test modem connectivity directly, correctly identifying the ISP-side issue (transcript [46:00]-[48:00]).
  • Displayed patience and empathy throughout the call.
  • Offered to send a follow-up email with written steps to the customer.
Agent Errors / Gaps
  • Applied 5-press reset to MX55-EC (unsupported model per universal_5press_models.md).
  • Stated that 5-press resets the router (it does not erase settings; it triggers diagnostic mode).
  • Provided incorrect default admin password 'admin' (MX55-EC uses WiFi password as default per universal_password_login.md).
  • Used invalid IP address 192.168.1.01 (should be 192.168.1.1).
  • Did not verify modem connectivity before resetting the router.
  • Gave contradictory and confusing instructions during web UI access attempts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not restore internet connectivity and directed customer to contact ISP without confirming router functionality or providing a working solution.
R2 Met Diagnostic thoroughness conf 90%
Agent performed logical troubleshooting: verified LED status, executed 5-press reset, attempted UI access via 192.168.1.1 and myrouter.local, reset admin password using recovery key, conducted modem bypass test — all steps relevant and advanced diagnosis.
R3 Met Correct resolution path conf 92%
Agent pursued full troubleshooting path appropriate for in-warranty MX5500; directed to ISP only after confirming local router reset failed and bypass test showed no internet from modem — correct escalation path given evidence.
Technical Accuracy
T1 Met Technically accurate info conf 88%
Agent identified key symptoms (solid purple/red LEDs), asked targeted questions (modem model, LED states, Ethernet cable), used diagnostic sequence (reset → UI access → password recovery → network map → bypass test) to isolate issue to upstream modem.
T2 Partially Met Appropriate tools / resources used conf 86%
Agent used available tools: local UI access attempts, password reset via recovery key, built-in diagnostics (network map, IP check), and physical bypass test. Did not use remote session or log capture, but these were not strictly necessary given the failure mode.
T3 Met No misinformation conf 94%
Correctly applied 5-press method (valid per universal_5press_models.md for MX5500), guided through password reset using recovery key (per universal_password_login.md), and accurately interpreted LED states (purple = setup, red = no internet). Initial typo '192.168.1.01' was corrected promptly.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control overall but had multiple long silences and occasionally repeated instructions unnecessarily (e.g., re-asking for modem model after already identifying CODA-57), disrupting flow.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language (e.g., 'solid purple light means ready for setup'), confirmed understanding ('correct?', 'got it?'), and adapted to customer’s pace during complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and followed through on troubleshooting and resolution advice without deflecting responsibility.
O2 Met Proactive follow-through conf 94%
Agent clearly stated next steps: contact ISP about modem, and promised to email summary of troubleshooting performed — specific, realistic, and completed.
O3 Not Applicable Closure confirmation conf 95%
No prior case history indicated; customer confirmed this was first contact with Linksys support.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation was performed and none was warranted — agent appropriately handled L1 troubleshooting and correctly concluded ISP hardware issue.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred; N.A. by rubric rule when E1 is N.A.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('thank you for your patience'), acknowledged customer’s work urgency, remained courteous despite technical complexity, and validated frustration ('that sounds perfect') without defensiveness.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational tone, used affirmations ('uh-huh', 'okay'), checked in frequently, and paced instructions to allow execution — kept customer engaged throughout lengthy process.
X3 Partially Met Overall experience conf 87%
Agent avoided major repetition but asked for modem model twice and had customer re-enter passwords multiple times during failed login attempts; some effort duplication occurred but was due to process necessity rather than poor handling.
Call Transcript96 turns · 100 lines
Speaker 1
Welcome to. Hi, yes, um, I am having difficulty with my, um, Wi-Fi link sys system. Um, I've already called our internet provider to confirm that it is not the internet and we do have confirmation that everything is, um, everything is good coming in. Um, I actually work remotely, so, um, I sat down to my computer.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you? Uh-huh.
00:00
Speaker 1
I have fighter to start work and I cannot do it. Um we were recommended to call Linksys about this. Yeah, it was. I used it ugm, uh yesterday evening as a matter of fact. I have three um, three, uh, I don't want to say hubs, three different pods. Correct. And I've got that one here right in front of me. Yep, go ahead. Okay.
01:00
Speaker 2
Okay. I see. So this Linksys router was working perfectly fine before. Okay, I see. And how many Linksys devices do you have? Okay. So one of them is connected directly to your modem. Okay. Can you give me the okay that's perfect. I just really need its serial number and its model number. [silence]
01:00
Speaker 1
Serial number is 43N10M28B10399, now the model number is MX55-EC. Um, Armstrong Cable, Armstrong Utilities.
02:00
Speaker 2
[KEEP_UNCERTAIN] Okay. okay, perfect. thank you so much. and to confirm as well, who is your internet service provider? okay, thank you so much. And is this like your first time calling Linksys support? okay. because I was actually trying to look for any records from our system and (silence)
02:00
Speaker 1
Okay, okay, okay. My first name is Johanna. J-O-H-A-N-N-A. Last name is Riley. R-I-L-E-Y. Yesterday it's Johanna. Dot Riley one so that's the number one at Yahoo dot com.
03:00
Speaker 2
And unfortunately, I don't see any. Let me create a record for this conversation before we proceed on the troubleshooting. How about we start with your first name and your last name, please? [silence] Okay, thank you so much, Joanna. And can I also please have your active email address? Okay, thank you so much. So while I'm creating a record for this one, Miss Joanna, can you tell me
03:00
Speaker 1
okay, it looks like it is pink or purple. Uh-huh. Uh-huh. Tell me, ask that question again. Go to the settings on my phone. Okay. hold on a second and I sure will. Yeah, hold on. I took me saying that out loud to figure out what you needed. Okay. I'm at my settings. Got it.
04:00
Speaker 2
[silence] what is the LED light on top of the Linksys router right now, like the main one? I mean on the main one. Okay. So if that is, uh, can you check Mo Joanne directly from your phone? Uh, can you go to the settings, please? Yes. Okay. And then, uh, look for wifi. Okay. Now, can you see the deaf ut wi-fi name?
04:00
Speaker 1
I do see that. It's because it's it's showing and it's also on the bottom of this device. Yep, I got it. Okay. Yeah. Okay. five times okay. one, two, three, four, five. [silence]
05:00
Speaker 2
what Linksys their name of your main links router or the one that is hook up directly to the modem. Okay. Okay. So, that actually means that the router needs to set up again. Since you are actually seeing that. And since you already have the solid yellow light, So, what I want you to do next is, I want you to press the reset button of this router or just the main one. So, press the reset button for five times. So like press release. Yeah, yeah, five times. Like press release, press release. Do it for five times. [silence]
05:00
Speaker 1
got it it did it blinked red every time it blinked red while i was pressing it and then now it is currently blinking on top got you okay okay yes And does the light quit flashing
06:00
Speaker 2
Okay? Now, can you confirm if the L-E-D light instead from purple, did it start blinking? Okay. That, so what we did earlier is the our shortcut process on setting up a Linksys router. So that method is actually what we call five press. Now, that process will take like for like about three to five, I mean three, three minutes maximum. So let's just wait for it, okay? Thank you so much, Miss Joanna. [silence]
06:00
Speaker 1
Okay, then we'll watch. Okay. Well, there it is. It's solid blue. Cool. Okay. Yep. Went to red. So let's watch it.
07:00
Speaker 2
Yeah. Okay. After we do that one, we are expecting, instead of purple, it should be solid blue. Okay, let's give it at least another minute. Guess the LED light might change, and then it goes back to blue again.
07:00
Speaker 1
It's red. Yes, it's red right now. Solid red. Yes, sir, there sure is. Sure, hold on just a second. Let's see if I can find it. It's going to be hard to get to. Hold on.
08:00
Speaker 2
okay. So right now, uh, Miss Joanna, is it still solid blue or did the LED light color change? Like, uh blinking red or solid red? Uh, Miss Joanna, can you confirm? So there is an ethernet cable running from the internet port of your link this router directly to your modem? Okay. Uh, can you give me the uh model of your modem, please? Uh
08:00
Speaker 1
So my model name is C-57 and did you say you needed a number name, I mean on the front there there's are several lights OK
09:00
Speaker 2
instead of the numbers, since you have already given me the the the brand name, can you confirm or can you see any LED lights coming from this modem? yeah, uh huh, okay, let me just check this, uh modem, okay, so that's CODA dash 57.
09:00
Speaker 1
That is correct. That is the model name. Yes, it does. It, it does. Correct. Um, it's blinking on the back. It is.
10:00
Speaker 2
Oh, okay. Um, okay, okay. So, you also mentioned earlier that there is a lot of LED lights that are showing from this uh modem. Can you check if the internet uh LED light is blinking or solid?
10:00
Speaker 1
it ... on the front, it is not blinking, it is solid blue, yes, so the house icon, there's a, there's a house, there's a house icon with an arrow facing upward and a house icon with the arrow facing downward, which I assume is coming in and going out. They're both of those icons are blue. I can. It is solid and it is solid yellow.
11:00
Speaker 2
Okay, solid blue. So can you confirm that's the power, and then a house icon? Is that it? [silence] Yeah. Okay. And can you see the at sign? That's actually... is it solid or blinking? Okay, solid yellow.
11:00
Speaker 1
it. I do. Uh-huh. OK, hold on just a sec, because I thought I had one. I may have thrown them all away, because I didn't think I needed either. No, wait. Hold on. That's printer stuff.
13:00
Speaker 2
The Linsaster router on Miss Joanna is still showing solid red. Do you have another or an extra ethernet cable? Okay can we use that one instead of using this current ethernet cable that you are using to connect from Lings router to your modem? Can we use your extra ethernet cable? Can you remove the old one and then use the other one? Mm-hm. I'm sorry for the.
13:00
Speaker 1
that's okay um i think i actually let me look at my computer bag i might have tucked one in there no no that would have been too easy save this bag i double check i got all kinds of other stuff but maybe that's not one place to look No, I do not. I threw 'em all away 'cause I didn't think I needed them anymore. Uh, no. Um, we, just when we got up this morning, um, my husband was doing something and he noticed he couldn't get on wi-fi, so, and that was at about 7:00 a.m. Eastern time this morning. Um, and he called the cable company. They went through everything, and then, of course, I'm just now sitting down to work and I can't. Um, so, hence. No, there was nothing. We didn't lose power. Um, nothing.
14:00
Speaker 2
Oh, it's okay. Yes, uh, okay. Uh, but miss Joanna did just everything happen today that you lost your internet connection? Oh. [silence]
15:00
Speaker 1
Okay, . Yeah, hold on just a second. Let me pull the bill and I'll tell you exactly what we're paying for. And I just paid it, so it should be right here, but oh, I know where I went.
16:00
Speaker 2
Okay. Thank you so much for all this information, cuz I just really want to make sure cuz I was actually also about to ask if you do experience some power outage or internet outage, and by the way, Miss Joanna, what is your internet subscription from Armstrong? Are you paying for like a gigabyte-- I mean, a gigabit speed of data or [silence]
16:00
Speaker 1
Okay, let's see what we pay for. Well, it's called Zoom Internet. Uhm, Let me see if it entails the details what that service actually is called. Or what it has. No, it doesn't. It's just Zoom. It's supposed to be a faster internet service, but what that is, I don't know.
17:00
Speaker 2
Uh-huh. Okay, yes, I just actually wanna make sure.
17:00
Speaker 1
[silence] Yes. [silence] Uh-huh. [silence] Okay. [silence] Gotcha. Okay.
18:00
Speaker 2
[KEEP_UNCERTAIN] that are not paying for a gigabit of data speed for your, Wi-Fi connection because if you are and the modem is showing, you know, at the at sign, you mentioned it was something like an amber color or because if you're paying for a gigabit of data and it's showing an amber color, it actually mean one thing and that is your internet is slow or might be failing. That's the one so that's why I did ask that question. And then so but still, we can perform some other troubleshooting here. Uh do you have um, you know, I mean, do you have might be
18:00
Speaker 1
I've got all of I've got a laptop. Yep. Hold on just a second, cuz I've got it connected to a second monitor. Let me unconnect so I can get it. No, it does not. Let me go get my mouse. I'm not much that in here. [silence]
19:00
Speaker 2
And available iPad, a tablet, or maybe a laptop that we can use for this troubleshooting. Oh, that's wonderful. Can we use that one? Okay, that's perfect.
19:00
Speaker 1
Okay. I don't think it does. Hold on. Let's look here. Um, I don't think it does. But let me unplug one of these and just try because I'm not. But hold on a second cuz I have an my work laptop that I could unhook and maybe it has an ethernet. Hold on, I'm looking at it. Okay. I do have yep. My work laptop actually has an ethernet um port. So I can use it instead. [silence]
20:00
Speaker 2
Okay. Uh this laptop uh Miss Joana, can it work with an ethernet cable or does it have an ethernet port?
20:00
Speaker 1
I do, I do. Yes, actually, I'm not logged into the VPN now. I rarely use the VPN. There is one on there, but I am not logged in on the VPN on it at present. Correct. Okay. Uh-huh.
21:00
Speaker 2
But do you have an active VPN on your work laptop, or no? [silence] Okay, because that VPN, can you turn it off, or no? [silence] Okay. Okay, so the VPN is not active on this work laptop. Okay. Yes, we can try using it. Okay. So, what I want you to do next is I want you to connect this laptop directly to the Linksys router with that Ethernet cord. So, instead of running the Ethernet cord directly to the modem, unplug it and put the other end directly into the cable.
21:00
Speaker 1
Okay. Hey. Okay, I am connected directly to the Linksys. Let's try. I have a browser open. A Microsoft Edge. Okay. Okay. Yep. Okay. Uh-huh. Uh-huh.
22:00
Speaker 2
Okay, can you please open a browser? Okay. Any browser will do. So, on the address bar or on the URL bar, please type in this numbers. That's 192.168.1.01
22:00
Speaker 1
okay, that's 192.168.1.1. I pressed enter and it said, is unreachable. Okay. Yep. My router. Okay. Okay. And hit enter. And it says HTTP, not S, just HTTP. Okay, hold on.
23:00
Speaker 2
Correct. So, just proceed or press enter.K Okay. Unreachable. Uh-how about you try this one? Uh-try to use H.T.T.P colon forward slash forward slash my router . local. Yes, please. Yes.
23:00
Speaker 1
My router.local server IP address could not be found. Try checking the connection, try checking the proxy, firewall and DNS settings. Sure. Sure. Yep. [ silence ]
24:00
Speaker 2
Give me one moment. Okay. So here's the other thing that I wanted to do is, can we reset the router? Uh, Miss Joanna. So, what I wanted to do is press and hold the reset
24:00
Speaker 1
So, okay, hold on. For 15 seconds. Okay, here we go. One, two. One, two. Oh shoot, it's hard to hold. Okay, here we go. Try again. One, two, three, four, five, six, seven, eight, nine, 10, 11, 12, 13, 14, 15. Okay. The light is blue.
25:00
Speaker 2
Yeah. Yeah, press and hold the reset button. Okay. Okay, so after you press and hold the reset button of that router, the light should start blinking and we are expecting a solid purple light. light from your MX55 hundreds. Okay. Okay. Okay. okay.
25:00
Speaker 1
still flashing blue okay okay
27:00
Speaker 2
yeah that will take for like let's say a minute or two. so yeah, but yeah, let's uh just try to observe the light and we should be uh going to get a solid purple light which means it's ready for setup.
27:00
Speaker 1
Ah solid purple. Yep. Yep. Okay, down here, back to the modem. Okay. Okay. It is connected again.
28:00
Speaker 2
Okay, that's perfect, now, um, can you reconnect the Ethernet cable, ma'am, from, and step on your laptop, put it back to the modem, please, [silence] Okay, now let's still use your uh laptop, [silence]
28:00
Speaker 1
Yep, hold on a second. Hm. Yep, here's, uh, yep. And let me connect. Network security key. Is that my regular security key? The last word under the main router. Okay, let me look at that. Yep. Gotcha. Okay. Hm. Oh boy. Hm. Couldn't be easy couldn't it. Pe.
29:00
Speaker 2
Yeah, can you check, I mean, can you connect this laptop to the default Wi-Fi name or to the default network of your Linksys router or the Linksys, that should be, like, underscore tab, love, and setup? That should be the password that you can see under the main router. I'm not, the password, there is a password under that router. Use that password to connect the laptop.
29:00
Speaker 1
E-j-D-y-d-J-J-P-H-M. Let me look at that again. T-J-a-Y-D. V-J-D-I-D. J-J-p-H-M. Okay. Okay, we're gonna, do you want to allow your PC to be discoverable by other devices on the network? Sure, what the heck? Okay. It's thinking about it. No internet. Correct. Yep. I've got one up. Okay, here we go again. Not secure. Link. I am in to uh link. Uh, hold on. Your connection is not private. Why am I seeing this? W- uh, hold on. Let me go continue.
30:00
Speaker 2
It's OK. But it's already connected, correct. OK. That's OK. Now, can you please pull up again a browsers. [silence] OK. [silence] Now, type in again the same numbers, the 192. 168. 1. 1. [silence] OK. [silence] OK. And is it now asking you to enter the router password again? [silence] Not private. [silence] I erased that. [silence] That's a good sign. [silence]
31:00
Speaker 1
Continue. Let me see. attackers might be trying to steal your information. Duh. Hold that. I've got continue. But once I hit continue, it goes to your connection isn't private. It gives me an advance, I either I can go back or advance. So I'm going to click advanced. Continue. Okay. Continue to 192. Okay, let me go. Here we go. Download the Linksys app. I already have it.
32:00
Speaker 2
Yeah, please click on continue so there should be an option for you to click on proceed continue or next something like that or show details Not yes. Okay. Tap on advanced. Yeah. Yeah. Oh, yeah. Oh, yeah. So you are already on the app where it is asking you right now to download the app. [silence] The application is sicnerly safe too. You won't run into any issues at all. [silence] It's actually quite crisp. [silence] And all those features will appear in front of you. And you can just click on continue. [silence]
32:00
Speaker 1
correct. yes. it is. nope. it's just asking. me to download. and there is no scrolling available. I can. okay. okay. here we go. yep. here we go. one moment. it says, yep. oh. it's thinking.
33:00
Speaker 2
[silence] to the Q.R. codes. Okay, now, can you scroll down a little bit? And if you can see, the Continue to link the Linksys Smart Wi-Fi with an underline [silence] Can you, can you see it? [silence] Okay. Uh, but can you see the two mobile phones? Okay. Now, uh, double click that, uh, double left click that two mobile phones. [silence] So that you will be routed in another page. Okay. Now, [silence] Okay.
33:00
Speaker 1
Okay. [silence] Okay. [silence] Internet connection is down. [silence] Welcome to the menu. [silence] Access Routers. [silence] I guess I want to put my router password in there again. [silence] Okay. [silence] Password. [silence] I should remember it. [silence] P J [silence] B r d [silence] Yd [silence] Jj [silence] Phm. [silence] Sign in. [silence] Incorrect password. [silence] Let's try it again. [silence] Password. [silence] R O L [silence] J K P H M. [silence] Sign in. [silence] Incorrect password. [silence] I forgot to capitalize it. [silence] Password. [silence] P J B R. [silence] D [silence] Y D. [silence] J. J. [silence] P. H. M. [silence] Sign in. [silence] Incorrect password. [silence] What's going on? [silence] I don't understand it. [silence] Orange. [silence] P J B R [silence]
34:00
Speaker 2
Yes please. Ah can you yeah can you try instead the word admin that's A D M I N yeah all lower case.
34:00
Speaker 1
Okay, admin. Incorrect password. Try again in 20 seconds. Reset password. Yeah, there's an option to reset password. Okay, we're going to do that. I did. Okay, let's see what's good. Enter recovery key, which I have that 3 4 7 6 5. Submit. Create a new admin password and hint. Okay,
35:00
Speaker 2
Okay. Uh, how about with this one? Can you, instead, choose to reset the router password? So that you can, like, you know, I'll customize, yeah. Uh yeah, choose that option. Okay. Okay, so, before you proceed, uh, Miss Joanna, just for a heads-up, so for the router password, it will not allow you to use the same character,
35:00
Speaker 1
okay, Gotcha. okay. So we're going to do. Let's see. one number, one special character. Okay, so we've got our letters. Oh, at least 10 characters. Okay, hold on a second here. Oh boy, this is gonna Wow, really good.
36:00
Speaker 2
Like, the same letter, the same special character and the same number, so, the, the letter should not be used twice or the special character should not be used twice for the router password.
36:00
Speaker 1
Law. Why is this so difficult. Let me write this down. Well, okay. OK. OK. I got something. Oh, password, hint. Dog. T. YE. Here. OK. Got it. Well, you're really making me use my brain today. OK. I have a new screen. Uh, uh, it's small. Art Wi-Fi tools. Yes, I did. I've got it down. Yeah. OK. Wow. Mm-hmm. I do. I do. No, there is a red exclamation point between the router and the internet.
37:00
Speaker 2
okay, that's perfect. Now, uh, you did take down notes of the router password, right? Because just to give you a heads - okay. Okay, that's perfect. Because the router password will be different from your Wi-Fi password. Okay? And then, uh, Ms. Joanna, on the white boxes at the right side, um, under network status, you should see device, router, and then the internet. Do they all have a check mark? Okay. Okay. So, uh, Ms. Joanna, can we go to troubleshooting please? Yes, ma'am. Okay.
38:00
Speaker 1
yep. Okay. Yep. And I hit troubleshooting and now I have a new screen up with Troubleshoot Router Settings. Mm- yes. See it. Okay. Mm- hmm. Yep, I see it. There is not a
39:00
Speaker 2
it's on the left side option on their router under settings.
39:00
Speaker 1
It's blank. Mm-hmm. Yes. I do. Yep. So. Mm-hmm. Yep. At the one - . there is one gigabit per second there is an X.
40:00
Speaker 2
Oh, there's no Internet address. Okay. Can you scroll down please for me? Directly at the very bottom. Okay. You should be seeing ports, and then, under the first column, there should be 10 or 100 mBPS, or 1000, and then 1 gBPS. And then under the second one, there is a word Internet. So there should be an X mark under 1 gBPS. Yes. Mhm. Okay.
40:00
Speaker 1
It's no, it's solid purple. where would Wi-Fi settings, is it off of this troubleshooting? because the mouse is going in weird directions.
41:00
Speaker 2
Okay, can you please double check, uh, miss Gruetan, uh, if the LED light of your Linksys router did still stay solid purple or did the LED light change? Okay, can we go to Wi-Fi settings, please? All right, how about this one? Uh, before we go out from troubleshooting, can you click on diagnostics? It's on the second tab. Okay. Okay. Now, on the right side, you should be seeing Internet address. Can you can you verify if the IP address that's displayed on, uh, right side of the monitor is in private format or public? Oh, that's that's this one here, right? Uh, this is like. 192, 168 1. Okay, now, uh, uh, can you go into network map? Can you see that? Can you, can you select network map feature, please? Uh, approximately the third tab from the, uh, upper portion of diagnostic menu. Okay. Uh, if you scroll it down, can you select devices. Please make sure that you navigate the pull down option that says device list, okay? All right. So you this would see a table of devices that's connected to your network. All right. Can you confirm if your smartphone is listed here as connected devices, okay? Let's say, um, your smartphone should be in this table. Can you just confirm it? Can you see the name of your smartphone that's in this table?
41:00
Speaker 1
Yeah. It's uh uh uh uh uh uh. That is correct. Yeah. Yeah. Hold on. I, I'm actually looking in, in my other cabinets to see if I have another cord, because it kind of seems like we're going this before it's not doing.
42:00
Speaker 2
check the I.P. before if you have, if you have, if you have some information in there? So, all are zeros like 0.0.0.0. Okay, so it's not getting any internet. Um. How about with this one? Uh, Miss Joana? Can you press again the reset button of your Linksys router for five times, please? Same as what you did earlier.
42:00
Speaker 1
Sorry. that's, that's, that's my, I said five times. Okay, so five times. Here we go. One, two, three, fourth five. Okay, that was 5. We have a white light. red Type of white. red Kind of light red. Well, you guys must have an amazing support reference document to be able to go through all of this. I'm amazed. [silence]
43:00
Speaker 2
Oh yeah, it's okay. Cause your part is actually working. Oh, yes. Mm-hmm. okay. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Well, we do, like, you know, our runa training for this for, like, uh two months.
43:00
Speaker 1
Yeah, I, I, I work in IT, but I'm, healthcare IT, so, and I, I do work help desk, and I've never had to go, anything this, this, uh, uh, expansive, so good for you guys. I'm impressed. Okay, my light. Yeah, Um, let's see what it's doing, it's flashing white. Okay, it's blue. Okay. It is, it's now blue. Blue.
44:00
Speaker 2
Great. Thank you so much. Okay. I so after you press again the reset button for five times. So that process will take maximum of three minutes. But let's wait for it up until it should be showing a solid color. LED light. And then let me know what color, like solid blue.
44:00
Speaker 1
Solid Blue. Okay. Now it's red. Solid red. Yes sir. It is not. It is still solid. Sitting at solid red. So my laptop did, is now saying, router
45:00
Speaker 2
And it's, okay. Let's give it at least a minute. Like, it's solid red. It's not changing back to blue. [silence]
45:00
Speaker 1
error error not found oh you are not connected you're ever I okay I just as long as that's expected no no it's just sticking to red okay huh huh huh huh huh yeah okay I reorganize here and
46:00
Speaker 2
I, yes, uh huh. So the LED light did not change at all. Okay. Uh, can we, uh, how about with this one? Uh, we are going to bypass your the Linksys router. So what will happen next is, I want you to remove the other end of the ethernet cable that is on the Linksys router and put it directly to your laptop. So the connection should be from your modem directly to your laptop.
46:00
Speaker 1
Okay, I am connected directly into the modem. It is. I've got a globe icon. Uh-huh. Well, why is it going to develop? Uh-huh.
47:00
Speaker 2
Oh, what laptop are you currently using, by the way? Is this a Windows laptop? Or okay. Now, on the lower right corner of your screen of the laptop, um, can you see the uh, can you see a monitor-like icon or a globe-like icon? Okay, let's give it a minute. Okay, that should change to monitor-like if you're connected to the modem. It should not be a globe-like icon. It should be a monitor-like icon if the modem is really connected.
47:00
Speaker 1
Yeah. Okay. Yeah. Cause it's hold on here. Yeah. Let me just, just do a new tab and just try for kicks and giggles. No, I'm not getting anything. Yeah, yeah. It's no internet access. Oh, oh, okay. Um, no. There's no network. There's no connection. Yeah. Um, uh, let see, let me just do a reset. And just reset. Device. Yeah. Okay. I guess it looks like we have no internet access.
48:00
Speaker 2
really providing an internet connection because if it will stays to. globe, that actually only means one thing. ms. Joanna. The modem is not working. Mm. Yeah. Yeah, like it's not providing an internet connection correct. Yeah, so really the modem do have the problem. So for
48:00
Speaker 1
Yeah, I That's obvious. Yep. Yep. Yes, that would be great. That, that sounds perfect. And I'm gonna
49:00
Speaker 2
So, for, yeah, so for this one, Ms. Joana, you do really need to call your internet service provider. And then to save up your time as well, would it be okay if, like, you know, I send you all of the troubleshooting steps that we perform on how you can set up the router using the five press method. And then the other one would be on how you can access the router's settings of your link system router. Okay. So, I'll be sending it to Joana.Riley1@Yahoo.com. Okay.
49:00
Speaker 1
and give Armstrong a call and cuss them because they told us it was not the modem.
50:00
Speaker 2
So, yeah, so you might actually really paying for a gigabyte internet speed if this is actually the case, guys. I also mentioned earlier, right? Like, you know, if you are getting an amber on the ad sign, so, the modem is failing, or maybe you are getting a slow internet speed, but in this case, the modem is really failing and you are not getting any internet connection from them. So, yeah, uh, yeah, so give them a call and then, uh, let them check the modem, maybe physically. Uh, how long, by the way, do you have this modem? Oh, okay. So,
50:00
Speaker 1
objectively new. Okay. As for my physical property, I look identical. to you. Got you. That makes sense. Okay. That is- that's great. Thank you so much for being so patient and walking me through all of this. I really appreciate it. [silence]
51:00
Speaker 2
Oh, I see. So, uh, yeah, just give them a call and then let them check it. But it is really much more better, Miss Juana, like, you know, that they can do it physically. 'Cause, so that they can, like, you know, um, maybe if there is a problem, at least they can replace it right away. And, 'cause if they are going to check it from their end, well, they are going to say that it is working. Well, yes, the internet is working from their end. But how about the device itself? Like, you know, Yeah. So, yeah. Uh, please expect an email from me right after the call. Just give me a minute or two so that I can craft it and then I will send it to you directly, okay?
51:00
Speaker 1
[silence] And now I'm going to call Art Stall and see what we could do. Okay? Thank you as well. Have a good day. Bye.
52:00
Speaker 2
Okay. Thank you so much, Mr. Warner. You too. Have a good one as well. Bye bye for now. [silence] [silence]
52:00