V2 Rubric Detail — 568a6392-74df-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:56
Duration
84m 19s
Contact
Evanf Murei
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135436
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450_Initial Setup
⚠ 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
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership1.00/5
Escalation2.50/5
Customer Exp0.00/5
Overall24.9% (-11.1)

V2 Grader Summary

The agent made some valid troubleshooting attempts but failed to resolve the issue or take ownership, instead handing off to a ticket with no clear path forward. Technical inaccuracies and poor communication exacerbated customer effort, resulting in an ownership gap despite partial escalation.

V1 Case Analysis

Customer unable to obtain internet on Linksys E8450 mesh router. Agent provided incorrect guidance (changing admin port to 8080), performed multiple resets, and failed to verify WAN settings. No resolution; follow-up call scheduled (ticket LTS001-35436).

Troubleshooting Steps
  • Verified LED status (power blue, internet orange/yellow).
  • Guided to local router UI (192.168.1.1).
  • Instructed to change router admin port to 8080 (incorrect).
  • Performed factory reset (20-second button press) on both mesh nodes.
  • Performed power-cycle of modem and router.
  • Suggested testing cable with TP-Link router.
  • Recommended MAC cloning based on TP-Link settings.
Key Observations
  • Agent repeatedly misheard the model and serial numbers, causing confusion and potential misidentification.
  • Provided materially incorrect instruction to change the router's admin port to 8080, which is not a valid or supported troubleshooting step for internet connectivity issues.
  • Failed to verify WAN settings, ISP credentials, or perform proper cable testing before resetting.
  • Did not follow standard WAN troubleshooting flow (modem-router link check, DHCP status, MAC clone, etc.) as outlined in universal_support_contacts.md and lgs_switch_connection_troubleshooting.md.
  • Communication was fragmented; agent gave multiple overlapping instructions without confirming outcomes.
Positive Highlights
  • Agent attempted to guide the customer to the router's web UI at 192.168.1.1 ([32:00]).
  • Offered a one-time technical support session despite lack of receipt, showing goodwill ([29:00]).
  • Created a ticket (LTS001-35436) and scheduled a follow-up call, ensuring continuity ([83:00]).
Agent Errors / Gaps
  • Incorrectly told customer to change the router's default admin port to 8080 ([32:00]), which is not a valid or supported troubleshooting step for internet connectivity issues.
  • Failed to collect or confirm accurate model/serial information before troubleshooting ([17:00]-[19:00]).
  • Did not follow the standard WAN troubleshooting flow (modem-router link check, DHCP status, MAC clone, etc.) as required by the KB.
  • Provided vague and contradictory reset instructions (20 seconds vs. standard 10–20 seconds, unclear which node) ([36:00]).
  • Lack of empathy and summarization; no clear next-step confirmation before ending the call ([83:00]-[84:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call with ticket number and told customer to call back tomorrow; internet connectivity issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power cycle, factory reset, release/renew IP, and tested with TP-Link — meaningful steps — but sequence was disorganized and lacked diagnostic logic.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged device was from Facebook Marketplace and offered one-time support, aligning with OOW best-effort standard; however, escalation to ticket without deeper troubleshooting weakens full alignment.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified symptom (orange internet light, 0.0.0.0 IP), asked about prior working router, and inferred modem recognition issue — showing diagnostic intent, though questions were often repetitive or unclear.
T2 Not Met Appropriate tools / resources used conf 95%
No use of remote tools, logs, or WAN diagnostics; relied entirely on customer’s verbal description of UI and LED states.
T3 Not Met No misinformation conf 100%
Agent incorrectly advised changing default port to 8080, which is not a documented fix for WAN connectivity in any provided KB and is technically irrelevant to the symptom of a 0.0.0.0 IP address.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent unexplained holds, fragmented flow, and agent lost control; multiple instances of repeating questions and unclear transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent attempted to guide through setup steps, but used inconsistent terminology (e.g., 'default port 8080') and failed to confirm understanding after complex instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not own the case; after limited troubleshooting, defaulted to ticket creation and told customer to call back, avoiding further responsibility.
O2 Partially Met Proactive follow-through conf 80%
Provided ticket number and suggested calling back, but no timeline, no explanation of next steps, and no proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 75%
Created LTS ticket, indicating escalation, which may be appropriate for persistent modem recognition issue, but no clear justification was given during call.
E2 Partially Met Escalation prep & handoff conf 80%
Ticket number was provided and linked to phone number, but customer was not informed why escalation occurred or what engineering would do.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent did not acknowledge customer’s frustration, repeated attempts, or time invested in setup.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, procedural tone despite customer confusion and emotional cues (e.g., yelling at 66:00); no adaptation to pace or tone.
X3 Not Met Overall experience conf 90%
Customer repeated model, serial, and LED status multiple times; agent failed to document or use prior inputs, increasing effort.
Call Transcript103 turns · 115 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [music]
00:00
Speaker 1
Hi. Hi, it's home. Hi, it's home. It's unbelievable. [silence] ہین [silence] [silence] [silence] [silence] it's so big gap My name is Marion Lockhart. I'm a junior out of Lockhart, a Lerner line. [silence] Hello. Hi. I'm just- I have a problem setting up the uh Linksys thing router.
02:00
Speaker 2
Thank you for calling Lynx System, this is Carla, how may I help you?
16:00
Speaker 1
Yeah. no, it's 10 South small on. Model number serial. Okay. Okay. Okay. The serial number is 38 B for Delaware and then 10 for Minnesota 52 C for Canada 009109 yeah. it says e8450AX3333.
17:00
Speaker 2
Okay, can you clarify the model number and serial number of this router? Let me just check if I got that correctly. That's 3 8 D for David, 1 zero M for Mary, and then 5, 2 C for Charlie, 0, 0, 9 1 0? And how about the model number?
17:00
Speaker 1
two hundred twelve E eighty four fifty AX 3 200 E for pee 8 4 5 0 space AX 00 Yeah A for Apple and X for Xmas tree and then three two two. Okay hold on so model number so underneath this phone I just see serial number
18:00
Speaker 2
Um, can you repeat that again, sir? Can you repeat the model number? Again, E-A 814. Sorry, E-A 84. 50, right? And the... Again, after space, that's A. Um, did you um is that underneath the device, sir? Did you check that underneath the device? Try to check it, sir. Underneath the device, sir. So that that will be the exact model number. Yes.
18:00
Speaker 1
Yeah, and max address. I'm going to make it a little shorter. Yeah, that's correct. Yeah. the border number is E 8450. yeah. Petron. Yeah. [silence]
19:00
Speaker 2
okay um underneath the device the serial number again that's a three eight d for David one zero m for Mary five two and then C for Charlie zero zero nine one zero correct and how about the model number you can check that uh below links sis okay that's E for Edward eight four five zero correct okay and who's your internet service provider and you mentioned that this is for initial setup sir where did you um you bought this router from
19:00
Speaker 1
I bought it just from someone who they bought it like in the Facebook marketplace and they didn't use it. Uh no I don't know if they're. It like I put it on Facebook marketplace. Yeah, yeah. Eh, just today. Yeah, 9 13 7643.
20:00
Speaker 2
And do you have the receipt of this when you bought it? So you bought it on Facebook Marketplace. When did you bought this one, sir? Okay. Okay. And you have also your phone number. And how about your first name and last name?
20:00
Speaker 1
[silence]
21:00
Speaker 2
okay, can you spell your first name again sir and spell it slowly So your first name spelled is eight for Edward, V A and then end for Nancy, F for France, right And then your last name is M U R for Robert and in is it a for Apple and then I for India So is it east for Edward after R for Robert And how about your email address?
21:00
Speaker 1
3073 at Gmail . Yeah, yeah. Yeah, yeah. Yeah, it's about 2 hours. Yeah. the light. So I believe it's 2 of them. So one is a dark blue and then the other one is kind of like yellow. Both of them. So [silence]
22:00
Speaker 2
So again, that's K, for kilo, I, for India, P, for Peter, P, for Peter 3073 at gmail.com, right? That's 83, 83, 83 Okay. And again, the device is an E8450. And what is the color of the light right now, sir, the power light? Yes. Which one is yellow, sir? The internet or the power? And what about this one, sir? Which one is yellow, sir? The internet or the power?
22:00
Speaker 1
so I guess the blue one is the power and then there's the other one under it which is yellow with face WP internet okay
23:00
Speaker 2
All, right. Okay. Now do people see the device will this unlock be okay? So sir, let me just place you on hold give me like around 3 to 5 minutes, let me just double check this. Okay. Since you bought this device from our marketplace. Okay? Just stay on the line, sir. And I'll be back. Thank you.
23:00
Speaker 1
I see. I see. The left. But the left. Yeah.
28:00
Speaker 2
provide a one-time support on this router,, sir? Since this is the initial setup,, and um, in any case, sir, um, the device after troubleshooting, if the device, um, is still not functioning fine and effective, um, you need the receipt or you need to return this one back to the person where you bought this,, okay? and then for the warranty of this router,, sir, like it will be covered for a one-year warranty. You need the receipt as well,, okay? But for now, we can provide you with a one-time technical support,, okay? Okay, right? So, um, right now, the modem is connected to the internet port of your uh, router.
29:00
Speaker 1
Yeah. Yeah. I had a a different router.
30:00
Speaker 2
Excuse me, sir. Before you had this router, the other, sir, the other, sir? Okay, before when you have the main search off or the wireless provider way, did you were to get online with just a computer earlier? Okay. So, on your computer, since it's already connected and the light is still, um, blue on the power and the light on there to matter right now, the internet light shows orange, right? Okay. Thank you.
30:00
Speaker 1
Yeah. Yeah. I- I- I tried connecting the, the network on the computer, yeah. No, no, it's a laptop. No, I done- Yeah, I don't have it on my laptop. Uh, Windows. windows. Okay. Yeah, I I- I- I have already connected to it.
31:00
Speaker 2
Okay, so on your computer right now, so do you have a computer or a phone or maybe let's use a computer? Um your computer is it a dust... Okay, is that a desktop or a laptop? And on your laptop do you have an Ethernet cable or Ethernet port at the side? Okay, this laptop, is it Windows 11 or is it Mac? Okay, all right. On that computer, um kindly click the Wi-Fi icon and then try to check if you can find there the name from your router. Okay, there you go.
31:00
Speaker 1
Link C0 0 9 01 Mmhm Mmhm yeah I am there so I I am in the link seat page I see system set up configuration parental controls, troubleshooting
32:00
Speaker 2
And okay, so kindly open a browser like Google Chrome, okay, on the address bar, tap this number is 192.168.1.1, okay, so you'll now on hold on, let me just, okay, check, may we turn on the wireless, please? Yeah, it should be fast. Yeah, just to let you know. It's the setting you want after it says port. Yes. Okay. Okay. It's right there. Okay, you can change the default port to 8080 and save it. Just to be sure, we have access to the router's configuration. Okay. Yeah. You keep doing your thing and I'll do my thing and we'll meet up soon to develop the project.sure. Thank you, have a nice day.
32:00
Speaker 1
So if I click that, it takes me to the Linksys page. Yeah. So at the Systems Status, I have router, local network, wireless network, [silence] administrator. And I can just check and see what's not working. And I did unplug and plug them back and it's still not working. And it looks like everything's supposed to work, but it's not working at all.
33:00
Speaker 2
Can you see the lights on these points? Right. Okay. Um. You're now under system status. Okay. What is the under system status? You have their, um, internet connection. What is the internet IP address?
33:00
Speaker 1
Can you say that again. Yeah when I click so what what do you want. then don't say it's not IP say 0000. say 0. 0. 0. [silence]
34:00
Speaker 2
Yeah, yesterday, I bought a new router and right now I'm trying to set this thing up. But unlike my previous router, this one doesn't have the ethernet cable light lit up. All the lights are on, like it's connected to the internet and all, but it's not visible. Even when I log onto this router on my laptop, still nothing lights up, such a hassle. [silence] But before that, I wanted to check my internet connection on my iPhone, right, just to make sure that I knew it was still working. [silence] So I got to my router settings, and I noticed this, like weird number, and I almost thought I had been hacked or something, or if it's an adware or some sort of software on my computer just like grabbing my IP or something.
34:00
Speaker 1
Yeah, so I tried it on my, the Linux app, it didn't, it didn't let me because it doesn't, it doesn't pick up by Bluetooth I saw and by Wi-Fi too. It doesn't pick it up on my phone. No, I have not set it up through in my computer. I just I just logged into this page only. I I tried setting up on my phone. But my phone it it it doesn't pick up the connection with the router. Okay.
35:00
Speaker 2
When you did you run the setup earlier? Um. but when you access this page earlier 192 168.1.1? Did it go through with the setup? Okay. Okay. Can you kindly close this browser, sir, and let's try to do a reset on this um router. Okay. [silence]
35:00
Speaker 1
okay so the uh both of them or just one that's connected to the internet um so I have two right so it's a mesh so it's two of them so you want me to click on both or just one just one um yeah because it's like a mesh um yeah they were sealed in a box yeah okay I pressed um okay um yeah I already pressed for 20 seconds and then
36:00
Speaker 2
finally, um, press and hold the reset button for 20 seconds, just leave it connected to the internet sir. okay, um, so you have two of this, but both devices are new, like you just got it today. okay, you just um, press the reset button, the ones connected to the modem.
36:00
Speaker 1
so it kind of the blue is drinking now okay maybe not uh-huh um yeah then leave only yes or no okay then only uh yes or no uh-huh yeah
37:00
Speaker 2
192 let us wait until the light turns solid yes this is difference okay just go to advance that then press advance it's hold it now yes
37:00
Speaker 1
so the blue is solid and then the the second one was like orange or purple is is blinking so it's solid now on the internet it shows yellow and it's blinking [silence] which one [silence] the second one okay so the okay let me reset that'd be [silence] on to respond to
38:00
Speaker 2
okay how about the other node that you have what's the color of the light you have yes the second device okay all right
38:00
Speaker 1
Okay. So, the other one that's connected to the internet is solid blue and solid orange. And then this other one, I just reset it for 20 seconds, so it's solid blue now.
39:00
Speaker 2
um okay. that's fine. I'm sorry. can we? um, okay. can we? we're going to talk for a minute. that's fine. I'm sorry. that's fine. um, that's fine. Okay. both solid blue on the power. Okay. um, it looks a little different. Okay. so on your computer, open and Google Chrome again. 25% [silence]
39:00
Speaker 1
Okay. And then, is there. Okay. Okay. Okay, for three. for it to load. First, please wait. I directed. Thank you. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
40:00
Speaker 2
...Can you press and hold a man for 20 minutes and anything you buy? And then on the address bar, type the numbers 192.168.1.1. So right now, is sólit blue? Is it sólit...
40:00
Speaker 1
Okay, so. Yeah, so it's being absent Wi-Fi settings. You can personalize your Wi-Fi network by changing the network name, SSID and password settings. Okay, so. Okay, so network. So in the box, it says 122 characters. I put my password, right? Oh, okay. Okay, I'm about to, okay. I'll put that, so it is. Yeah.
41:00
Speaker 2
Yeah, the Wi-Fi okay, change the network name to 2.4, and then as well as the password, you can create. Yes, again, you create the network name first, and then the password. [silence] again, that is a two network server. One is a 2.4 and the other one is 5 gigahertz. [silence] you can use the same password on both network. [silence] it's up to you then if you want to use the same name or you want to
41:00
Speaker 1
OK. Yeah, see this thing? In variable password. Yeah, I click next, and it says, create an admin password to access. OK. OK, so it says, now connect to your network, use the wireless menu on the computer.
42:00
Speaker 2
want to have two names. [silence] click Next. okay. [silence] router password? do you have Google? Can we use Google papers? [silence] yes. mm-hmm. [silence] on your iPhone or your another computer.
42:00
Speaker 1
mm-hmm I anyone [silence] 5g or [silence] I continue the pin from each level. Yeah, I I put a password in it. Yeah, I chose even the password. I've not even closed it out. So, when I go to the the the name, okay. So I'm clicking now. 5G I I can name it. It says enter the password.
43:00
Speaker 2
right now on the wireless. Look for the wireless icon, then connect to the new name you have. It's either, sorry, either of the two. [ silence ] No. Did you type the password, sir? [ silence ]
43:00
Speaker 1
can't connect to this network. one okay now it's connected and so it's now coming back up checking you are now you are now connected to your route but we cannot determine you are connected to the internet try so I connected the five G it says now the page in the link it says you are connected to your router but we cannot determine whether you are connected to the internet try to starting your mod. Yeah. Yeah
44:00
Speaker 2
Okay. Do you have any reaction to that committee? All right. let's just go ahead. I think so. We can. Now notice. So what's on your screen right now? That's on the link on the browser page. All right. Um, that's on the links on the on the browser page and we found somebody we want toYou've been.
44:00
Speaker 1
Okay. Okay, so it just went off on, it's saying, please wait again, let me see what it's saying. You know, you want me to turn it off and on? So... So it just came back. with the. Yeah, so it just came back. with Wi-Fi settings to set up the network again. Network name again. [silence] Yeah. Yeah.
45:00
Speaker 2
Kindly turn off your links is router. Turn it off. did you turn off your links is router Sir? Um, Kindly. what's in the screen right now? um. It asked you again to create a new Wi-Fi settings. Not forget.
45:00
Speaker 1
Yes. Let me try again. [silence] Okay. OK. [silence] And [silence] OK. There's no, OK, this is a ser thing. Illegal devices are mild. Turn it off, and on. Yes. Mm-hmm. Turn off the router and then turn off the modem. OK. OK. So since because I just untie the button for the power for both. OK.
46:00
Speaker 2
Okay, here's the thing, sir. Turn off your router first. Turn off your router. Okay. After you turn off the router, turn off your modem. [silence] Yes. And then I'll tell you when to turn it on. Thank you. Mm-hmm.
47:00
Speaker 1
Okay, so they're off now. [silence] Okay. So the modem. [silence] Okay, I just plugged into the power. [silence]
48:00
Speaker 2
okay okay please turn under what modem first wait until all the lights on the modem will be ready [silence] okay please turn under a modem first wait until all the light on the modem will be ready Okay. And then does the time that you turn on the router. [silence] All the lights on the modem, is it ready or is still not [silence] ready? [silence]
48:00
Speaker 1
Okay, so it shows Power. Which option supercell. A lot of people say, oh, yeah. Push it. Okay, so it shows online. [silence] [silence]
50:00
Speaker 2
I'm gonna get me thinking about anything. I think that's the thing can do is to think not right then turn in your hou">
50:00
Speaker 1
Okay now the light is blinking okay I'm waiting on the. Okay so now the blue is solid and then the. [silence] yellow one is solid [silence] yeah, that's [silence] can you say again [silence] can you say again [silence] yes [silence] yeah, yeah, yes, it is yeah [silence] yeah, it's [silence] yeah, so it's [silence] internet is orange [silence] yeah, yeah, it's going already, yeah [silence]
51:00
Speaker 2
It's still yellow. Um, the cable service probably plugged into the router, right? At the back of the router? I'm sorry. The cable, the internet cable from the modem. It's connected to the internet port. The light right now on the internet is still orange. Right below the power. And the modem, right now, the light are all ready, correct?
52:00
Speaker 1
So it shows power, and then it shows online. On the Spectrum Brenda Spectrum modem. My whole router was, uh, TP Link,
53:00
Speaker 2
So before you had this router, what was your old router? and the internet connection on that router earlier was working? okay. On the links page that you have right now, what's on this on that page, is still page gonna be displayed.
53:00
Speaker 1
Okay, so yeah, right now it says you are connected to the internet. But it cannot determine whether you are that connected to the internet. Try to start a modem. It says, exit or try again. Okay. So, try again. So, try again takes me back to, like, setting up the password again.
54:00
Speaker 2
What options do you have? Like continue, next. If you're going to click on try again, show what happened. [silence] The password and the Wi-Fi name.
54:00
Speaker 1
Yeah. Yeah, I have tried and then when you try to connect again, you try to connect. Right, yeah, so it gives me the same thing, they cannot determine whether you are connected and it's talking about the model.
55:00
Speaker 2
OK, can you try it again, sir? Top gear 55 name and password. And then it's rotating with the password. Well, actually, man, the top part is the name.
55:00
Speaker 1
Yes. Can you say again? Yeah, it doesn't out of the internet cable. Yeah, I don't have. Yeah. Yeah, for this the feeling worked, was for like 20 seconds.
56:00
Speaker 2
okay and uh again sir your laptop doesn't have an Ethernet cable, right? [silence] your laptop doesn't have an Ethernet cable. [silence] you're like getting so yeah from that location [silence] you can just make sure that there's no gases there you can like um you know from the Mike. [silence] it's self again the light it's still orange or yellow on the Internet. [silence] okay can you check what child mode light? [silence] are their what lights are there? [silence] yeah.
56:00
Speaker 1
could care you to the who I'm let's go yeah I'm caught you okay yeah
57:00
Speaker 2
Because we already run the setup it seems like your modem is not recognizing the new router. [silence] Right now, [silence] All right. [silence] Can you connect your TP link router, sir? [silence] Unplug the cable out from the linksys and connect it to your TP link and check if the internet is working. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
57:00
Speaker 1
Kevin, let me just send. [silence] Yeah, so it's connecting and then I connect it on my phone and then it shows up on my laptop. [silence]
58:00
Speaker 2
Yep call rename them by the way before we go back can you check HBCC malfunction and you're online right? Okay what about the computer are you able to go on the computer? You should be able to then right now is it connected now? Yeah you should be able to go online with a cable. Did you use
58:00
Speaker 1
Yeah yeah yeah Yeah ok so I'm connected but it's not it's not coming online maybe it's the cable Yeah yeah yeah yeah it's not coming online with the cable like you yeah yeah yes do you want me to change another cable let me try and take
59:00
Speaker 2
used the same cable that connects between your modem and your Linksys router earlier? Did you use the same cable? The was a different longer. Okay, can you check if it is online now using the TP work? It. it is online. Okay, yes, let me try that.
59:00
Speaker 1
I don't want to do my homework. Oh no, no. Up, up, up, up, I'm going, I'm going, I'm going. Oh, oh. Ah, ah. That was fun. Ah, ah, ah, ah. Mm. Oh. Oh, oh, oh, oh, oh, oh, oh, it's not coming up right now. I just unplugged the modem thing again. Let me see. [silence]
61:00
Speaker 2
So right now you use another cable and you're still using the tp link, right? OK On the pressures. Yes Press, please. OK OK and that will allow the power [silence] and it will actually [silence] [silence] [silence]
62:00
Speaker 1
yeah
63:00
Speaker 2
Okay, how was it? Did you turn in the modem? Okay. Showing online using the TP-link.
63:00
Speaker 1
Killing Lake still showing red a saying no internet but googling it since now line go okay okay [silence] it came online okay [silence] okay [silence] Okay yeah so it's online now with the TP link. Yeah without let me try to use that cable the new cable on the one minute
64:00
Speaker 2
HCAM so my my stage you are up on okay, okay, folks all the way um so you've got this hand Moses, then, you can't trust your immunity. It's online using the TP link okay, alright So one is solid green. The other one is solid. They're all connected. They're all online. support.
65:00
Speaker 1
(yelling in loud voice)
66:00
Speaker 2
Okay, it's, the internet light, it's still yellow. So lets turn off again, your router, and turn off, your modem. Okay, both link's router and the modem are turned off, right?
66:00
Speaker 1
OK. So it's solid blue and then the Internet is still yellow. No, but that says, yeah, thank you. Could you return, sorry? No. Send a friend. No. I'm not expecting. Send a friend.
69:00
Speaker 2
uh-huh uh-huh okay uh-huh mhm. It's still yellow. Hello sir. OK, on your computer again. Can we access 192.168.1.1?
69:00
Speaker 1
okay I'm there yeah okay uh huh yeah it turned green okay yeah
73:00
Speaker 2
yuna on the link serap okay under system status go to ports um and then under internet port link that it has an indication that there is a connection on the internet port okay it's all green only go back to um uh router um click on router again and then still the same no internet IP address right [silence]
73:00
Speaker 1
So I have release IP, the new IP. Okay, reset, release. And then renew. Okay, So release and renew, so it just gives 000. The DNS server, the MTU says 1500. That's that one. Please. Yeah. Yeah, it's automatic configuration, yeah.
74:00
Speaker 2
Can you click on release and then renew? to be honest. Under, can you go to configuration and then under WAN set up, make sure it's set to automatic configuration. Sir, what was your own configuration with the TP link sir?
74:00
Speaker 1
yeah that's i don't know but um i i i i'll try to call tomorrow again i'll use my computer for now okay so i am in the
75:00
Speaker 2
It seems that the modem is not recognizing the TP-Link links. We already ran the setup, but still we did a power cycle twice already, but still it did not work. Okay. So if you know how to access the TP-Link router, Sir, okay. Kindly if you know how to access it, um maybe we can like check what is the settings that you set up on the TP-Link. Okay. And then maybe we can clone it to your Linksys. And maybe that's the time that your modem will recognize your Linksys router. [silence]
75:00
Speaker 1
You ever need to connect it to online again? Okay, let me share.
76:00
Speaker 2
How about Internet settings? There's no Internet settings. What's the model number of this TP-Link? Try.
76:00
Speaker 1
So the model is AX 1800. I know model model is Archer, Archer AX21. Yeah it shows Archer AX21 and then underneath it shows AX1800 dual band Wi-Fi six router AX21, A for Apple and then X for Xmas Tree and then 21, that's what it says. Yeah because the internet on definitely comes from. [silence] [silence] [silence] [silence]
77:00
Speaker 2
2100. Archer 812,100. OK, again, what's the exact model number, sir? It's an Archer. It's really, really. Okay.
77:00
Speaker 1
saying Bobby. And it's bigger after the Half ended in a and I mean horrible. Yeah, so I have internet connection. Yeah, I see the internet information. I see IPV4 connection dynamic IP and then IP address default gateway primary DMS, secondary DNS yeah dynamic. Yeah. Yeah. It says use default Mac address. It's enabled.
78:00
Speaker 2
uh so it's automatic configuration, right? Do you have the option also for Mac address clone? Under Mac address closer, what do you have, is it enable or is it disable?
78:00
Speaker 1
yeah
79:00
Speaker 2
So use default mac address. Do you have the option when you go to Internet and then advanced and then network again? What's the IP and BFC? Or what's the number? Again, 198.44.28. Again, 94. Oh, do you have no option? Okay, so again, go back. Okay, in the system preferences? Hmm. Louder, please. uh did it say serial number or S-NS cus usually the serial number's 12 digits, but
79:00
Speaker 1
no no because it's not on my Mac. no no so they just brought the model for me and then since it's it's a third party for my router I I I set it up by myself but I just plugged in and then just used the um the TP Link app and then it just picked up the network the way I was doing for the for the uh for the Linksys if I set it up
81:00
Speaker 2
So who provided you the router, like the TP-Link router? Is that spectrum or... spectrum, the pl! [silence] When you set up this TP-Link, so did you call... [silence] spectrum, and inform them that you have a router. [silence] Yes. [silence] 08, 0 00, two at one worldwide. [silence] Right? [silence] Yes. [silence] [music]
81:00
Speaker 1
Yes, I have something else to do. I can call tomorrow. Okay, let me see. Okay, what is the ticket number? LS. LSS. Uh-huh. 0, 0, 0. Okay. So, LTS. LTS001-35436.
83:00
Speaker 2
Okay. Uh huh. Uh, yeah so you can always give us a call and use your phone number as your ticket number. You can give us uh use that phone your phone number so that we can pull up your record. Okay. Everything that we did. Even the information on your um on your tip link is in here. Okay. So again, use your phone number the 91374 93771 okay. Um, okay. Let me just give you then: LTS okay, zero zero 1 3, 5, 4, 3, 6. Okay sure This is going to reply again to me. okay. Yes. [silence]
83:00
Speaker 1
Okay. Okay. Yeah, I'll try to call tomorrow. Okay, thank you. Yeah, thank you. Okay.
84:00
Speaker 2
okay, and right, he said, thank you for calling, link is transferred.
84:00