V2 Rubric Detail — 569dc2d4-68f5-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 20:03
Duration
112m 11s
Contact
Vera Bailey
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00133477
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7200_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (14 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.1% (+21.1)

V2 Grader Summary

The agent successfully isolated the issue to an AT&T extender and Vizio TV configuration, confirmed the Linksys router was functioning, and provided accurate next steps. While full TV connectivity wasn't restored during the call, the root cause was identified and a clear path forward given, meeting the standard for partial resolution.

V1 Case Analysis

Customer unable to connect Vizio TV to Linksys Wi-Fi (SSID: Linksys02017); TV shows 'Wi-Fi is being shared' and no internet. Agent advised power-cycling modem/router, unplugging AT&T extender, and resetting TV network settings. Issue unresolved; customer referred to Vizio support for TV-specific reset.

Troubleshooting Steps
  • Collected customer name, email, and serial number (02017).
  • Instructed power-cycle of modem and router for five minutes.
  • Identified AT&T extender broadcasting extended SSID (Linksys02017_5GEXT) as interference source and advised unplugging it.
  • Guided customer to reset TV network settings via TV menu.
  • Provided Vizio and AT&T support phone numbers.
Key Observations
  • Agent correctly identified the AT&T extender as a source of interference and advised unplugging it.
  • Agent provided accurate guidance for resetting TV network settings and referred customer to Vizio support.
  • Agent failed to verify router WAN/internet status before troubleshooting TV connectivity.
  • Agent incorrectly assumed the device was out of warranty without verification.
  • Instructions were occasionally unclear, leading to customer confusion during TV network reset attempts.
Positive Highlights
  • Agent identified the AT&T extender as a likely source of interference and advised unplugging it.
  • Agent provided accurate guidance for resetting TV network settings and referred customer to Vizio support for TV-specific steps.
  • Agent attempted to power-cycle the modem and router as a first step.
Agent Errors / Gaps
  • Failed to collect essential device information (router model number).
  • Did not verify router WAN/internet status before troubleshooting TV connectivity.
  • Incorrectly stated the device was out of warranty without verification or lookup.
  • Provided vague, unverified steps and did not obtain a clear outcome.
  • Poor call control – frequent repeats and confusing language during TV network reset guidance.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed internet access via phone on main SSID and isolated the issue to the extender and TV configuration; did not fully resolve TV connectivity but achieved diagnostic resolution.
R2 Met Diagnostic thoroughness conf 85%
Agent guided customer through power cycle, verified internet on main SSID, identified extender as source of 'no internet' message, and recommended unplugging it — logical, progressive troubleshooting.
R3 Met Correct resolution path conf 90%
Agent correctly determined the Linksys router was functional, avoided unnecessary reset, and directed customer to Vizio/AT&T for device-specific issues beyond Linksys support scope.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid white LED, confirmed internet on main SSID, linked 'Wi-Fi being shared' message to extender, and deduced extender misconfiguration as root cause.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not access router admin interface or logs, but used customer observations (LED, connection status) effectively as diagnostic tools within call constraints.
T3 Met No misinformation conf 95%
All guidance (power cycle, avoid router reset, unplug extender, contact Vizio/AT&T) aligns with KB articles; no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and transitions but had long silences and occasional disorganization; regained control after customer digressions.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted instructions to customer’s Android and TV interface, though some steps were unclear; made efforts to confirm understanding despite challenges.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case throughout, performed full troubleshooting, and only referred to external support after isolating the issue to non-Linksys devices.
O2 Met Proactive follow-through conf 85%
Agent provided clear next steps: unplug extender, reset network settings on TV via Vizio support, and reconfigure extender with AT&T — specific and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation to another Linksys tier occurred and none was warranted — issue was properly resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional and patient despite customer confusion and audio issues; minimal empathy statements but no impatience or dismissiveness.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pacing and repeated instructions when needed; matched customer’s conversational style despite technical complexity.
X3 Partially Met Overall experience conf 80%
Customer repeated some info, but agent minimized effort by guiding through direct steps and avoiding redundant troubleshooting.
Call Transcript149 turns · 176 lines
Speaker 1
Yes, I'm calling because I'm having problems connecting my. Wait a minute. Hold on. Let me see. Wait a minute. Give me one second.
00:00
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.linxess.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This aisle, how can I help? [silence] I don't pay them.
00:00
Speaker 1
But because the Wi-Fi wasn't connecting. And I don't know, maybe it took it a minute to boot up or something. Cuz it's doing, it's doing a countdown. Give me one second. Come on, come on. Come on. All it's doing is just searching, so there must be something wrong with that box. [silence] There is an occasional soft drum beat throughout the audio. There is also a faint rhythm instrument accompanying the percussion throughout the audio. Let me see. Go back. He was telling me maybe you all can reset the box or something. The links and box that I have. Right. He said that. Okay.
01:00
Speaker 2
But for this, one mom, you don't have an internet connection on the Linksys router. Okay, can I have the serial number? Yes, the X and. Okay, thank you so much for having me repeat that.
02:00
Speaker 1
Yes, 02017, yes [silence] Oh, no, no [silence] VC Baldwin, five, two, at gmail.com. Yes, ma'am. Dara. Bailey. B-A-I-L-E-Y. Bailey. B as in boy, A as in alpha, I as in idol, L as in lead, E as in ed, and Y as in yummy. That is the last name. I thought you was asking me for the last name. Uh, the first name.
04:00
Speaker 2
Then let me create the case ticket mem for record purposes first before we move forward with your concern. Can I have an email address? V.C. Baldwin? That is B-A-L-D-W-I-N 5-2@Gmail.com. Ah, okay. And first name and last name? I'm sorry, what's the spelling for the first name? And the last name? Ah. Ah. Ah. Ah.
05:00
Speaker 1
is Vero. The first name, first name is Vero. V as in up V. Yeah, V as in Victor, E as an Ed, R as in rate and A as in alpha. Yes, sir. U. They just told me to unplug the box, which I unplugged the box. And that's about it. Yes, we did both of the boxes. Unplugged both of them. First he did, you know, first he did the uh the tower. And then he told me to unplug the uh Lincoln box.
06:00
Speaker 2
[ silence ] Okay. Thank you so much. And this is the best callback number in case the call gets disconnected, right? The one that ends in 7193. Okay. Thank you so much, ma'am. And what have you tried so far when you talk with Spectrum? Okay. Uh, which box? The Linksys box. Okay. And when they asked you to unplug
06:00
Speaker 1
Uh, I don't know. He just told me he'll let me know when to plug it back up. Probably 30 seconds. I'm not even sure. Uh no, none that I know of. Correct.
07:00
Speaker 2
Okay. So, what happened prior to the no internet connection? Was there any power outage? So, it just suddenly has no internet connection. But as long as you did not press any reset on this one, what's the LED light at the top of the Linksys router?
07:00
Speaker 1
You said on the top, oh, oh, it's white. You know, it's solid white. Okay. Yeah, they unplugged,
08:00
Speaker 2
On the top, yes. What's the LED light color? Solid white or blinking white? Okay. So, let's try this one, ma'am. I know that Spectrum asked you to unplug the modem and the router, but we'll try it much more longer. Maybe you can turn off the Linksys router that you have, and then also the modem from Spectrum. Let's leave it off for at least five minutes. Then let me know if both modem and router are unplugged. Okay. So, I'll set the timer for five minutes. [silence] and then I will let you know when to plug them back in. So, within five minutes, if you need to do something else while we're waiting, you can take your time, okay? You're welcome..
08:00
Speaker 1
Of course, the motivation is... Okay. It got to be Southern for it to be online, right? yes yeah mm-hmm okay, so so you're telling me to turn the motor on too? oh okay, that's what I did okay so well waiting for it to say um yeah waiting for it to say it's online yeah [silence]
13:00
Speaker 2
ummm... for the modem yeah usually for the modem I think you have an online led indicator so I think that would be either solid white or solid blue. for the online led. yeah modem first from Spectrum before the Linksys router. Hmm. okay. all right so let's wait for that one first usually they will take maybe two to three minutes. yeah.
14:00
Speaker 1
it was serious the office and pictures outside at 89 degrees but I pretty say it's never get to you nor more than he cola it runs all the time let me see okay it's both flights are on
16:00
Speaker 2
All right then, you may turn on now the linksys router. All right and then let's give it some time for the router. where is the green light on the linksys router okay try to connect mom to the Wi-Fi of the linksys router
17:00
Speaker 1
Okay. Thank you. Not this month. Not this month. You know, we sort of going on a trip this month? Oh, July. Okay. I'm sorry. Thank you. This is the next week. What am I? I want what now? um my Vizio TV. uh let's see. uh well. This song.
20:00
Speaker 2
What device are you trying to use ma'am? To connect to the wi-fi? What device are you trying to use to connect to the wi-fi? Okay aside from the TV can you try on your phone for the wi-fi and see if it's working?
21:00
Speaker 1
[silence] from, uh, uh, what is it? let me go back into, um, uh. It's doing a court sale of Lincoln 2017 5G. It's not, uh, Lincoln S0, I mean, 0 2017, excuse me. Yes.
22:00
Speaker 2
what's the wifi name of your linksys okay so you're connected to linksys 0017 okay so when you're connected are you getting any inter
23:00
Speaker 1
Let's see. being shared. somebody was being shared. what did I mean? shared with what? when I hit on it, on the Wi-Fi to see if it's connected. it says it's being shared. your Wi-Fi connection is being shared. mm-hmm. okay. all right. [silence]
24:00
Speaker 2
is it saving no internet connection? sir, what? okay. Wi-Fi connection is being shared. Have you tried other um have you can you try to forget that network ma'am?
24:00
Speaker 1
All right, what do I need to do now? Or, where do I need to go to get to this? And toward, and toward . Yes. Okay.
25:00
Speaker 2
Forget man the Wi-Fi networks have like, do you have an option to forget the Linksys OO0.2017. Okay, What phone are you using? iPhone or Android? Android. Okay, I go to settings of your phone [silence] and then [silence]
25:00
Speaker 1
Next on, connection, um, Wi-Fi, okay. a gear icon. What you mean like the little light, the little bulb you slide back and forth? Oh, yes, I see that, 0, 2, 0, 1, 7, and it says 5G, um, 5G HG extension.
26:00
Speaker 2
go to connections and then Wi-Fi. Then select the name. With the name, you have like a gear icon beside the name, right? Yes, beside the name. No, that is the toggle on and off switch for the Wi-Fi. But on the available networks, you can see the links is 0 2 0 1 7, right.
26:00
Speaker 1
What do you mean? You mean like a little box or something? Yeah, a little white one that goes with the ADT. No, I just see Lincoln, 020175G. Uh, wait a minute, right here. Just do the 02017 you say? [silence]
27:00
Speaker 2
Oh, extension, do you have an extender, mam? and a like a range extender? Yes, like a little box that you just plug into the wall. Oh, okay. I mean, can you try to the regular one? Like the regular just the link sys, 0.0 0 17. Can you see that one? Yes, just just do the 0, 0 17 without the 5G XZ and the extension.
27:00
Speaker 1
Okay, oh, shoot. Where did it go? Oh, I hit something and it went out. Oh, crap. Okay, let me get this again. Where did it go to? Oh, there it is, popped up. Okay. This says "connected." On the TV. Oh, on the phone. Okay, we take. Okay.
28:00
Speaker 2
Okay, and then can you check if you have internet like just try to open a browser and then access any website where you often visit um not on the TV. On your phone, try to yes, try to check if you have internet connected only to Linksys 02017. [silence]
28:00
Speaker 1
I don't think so. just going to the Bible. OK, let's see. I'm going to Google. here is not safe with your search services history. manager to save media and such service history. All this all this other stuff is popping.
29:00
Speaker 2
Just try to search any random websites.
29:00
Speaker 1
I guess the Wi-Fi, that Wi-Fi was not working on here. Um, guess some bow Heck and Troy Heck. What is popping up now? telling me to install. and try to install this. Okay. When I tab on my Google, when I tab on Google it's giving me, Android. Android. GetAhack.com.
30:00
Speaker 2
Don't install anything, ma'am. Just try to, when you open Google, try to maybe search something on Google. Let's, uh, let, let's see if you're able to pull it up, like Amazon or any, okay.
30:00
Speaker 1
[KEEP_UNCERTAIN] It seems like is secure cookies and website data. That's the only thing letting me go into it. It's not letting me go into, um, like if I try to put in Amazon or something like that, it won't let me do it. [silence] Okay, when I hit on the three dots up here, it gives me copy link, view safety, remove results, open in Chrome, Chrome history, find in page, add to home screen, I guess that's for like search or something. There's only three letters there. Um, desktop site, translate, and that's it. [silence] Oh, and then it goes to incognito.
31:00
Speaker 2
How about? Our open Chrome, right? Can you open Chrome? Do you have an option to search for Chrome? Okay. Can you try your TV, ma'am? Um, make sure, um, go to your TV and then connect your TV to links is 20 20 17 only.
31:00
Speaker 1
Okay. Okay. Okay. Okay, right here. Okay, right here. Okay. And now it's asking for the password. Okay, it's asking for the password. So put the password. Cool. Okay.
33:00
Speaker 2
without the extension, just the link. S C 0 2 0 1 7. okay. okay. use that one. okay.
33:00
Speaker 1
Okay, I got the face reading, so. Now I go couldn't do connect, and that. Uh, okay, it said manual setting. Hello? Up at the top. Okay, it came when I hit the enter button for the 17, it came to a manual setting, manual fit up, and then at the top it's got network back wired connection, disconnect it. Uh, but none of that stuff is how [silence] [silence] [silence]
34:00
Speaker 2
Yes ma'am, I'm still here is it showing connected now, or what's your option?
34:00
Speaker 1
I did it Scott down. OK down. Oh it went out. OK. Why you're waiting for an internet check answer three questions to help us understand your issues. Let's fix it. Network check is in process. It's still in process. You're still searching. [silence] Do I need to click on, let's fix it. Let's fix this. Um, no, it's just that only thing highlighted. But the circle is still searching at the top, it says network check in progress. Okay. I'm glad. Let's see, we're quite there.
35:00
Speaker 2
Do you have an option to skip that one? Hmm. Okay. Well, we're waiting, ma'am, let's go back on your phone. Do you have Chrome on your phone? Can you open Chrome aside from Google that we opened earlier?
36:00
Speaker 1
I don't see Chrome in here. Spectrum. It is your. It's smart. Where would Chrome be located? Oh, it is. Okay. I'm in my home screen. All right, Google G Me. Oh, I'm sorry. Go ahead. Oh. Okay. Not shut Chrome. Okay.
37:00
Speaker 2
try to go to your home screen and then yeah try to look for yeah try to look for Chrome
37:00
Speaker 1
All right, where is my place for it? Right here. Okay. I don't see no say column in here and place, though. And all the plays Okay, search. [silence]
38:00
Speaker 2
Or try to go to, to play store and then search for Chrome.
38:00
Speaker 1
um
39:00
Speaker 2
Sorry, what do you have? I'm just. Yeah, just chrome.
39:00
Speaker 1
[silence] Okay, [silence] I left the ear off, that's what it was. So, I'm doing the chrome app. [silence] Okay. Okay, Google Chrome, okay. So, hit update. [silence] Okay, it came up to verify your Amazon. This way of site not be reached. [silence] Thank you.
40:00
Speaker 2
Okay, and then just try to search anything. Let's see if you're able to pull it up.
41:00
Speaker 1
There you what about the rubber? It's going to rubber we're gonna do. I see there is something wrong with your server we are trying to fix it it's not letting me open anything up. I just.
42:00
Speaker 2
uh try other website um what sites are you trying to connect
42:00
Speaker 1
Amazon. It said this site cannot be reached. What about what now? Speed, death. [silence] I [silence] went up [silence] looking [silence] it said this site cannot be reached. What about what now? Speed, death. [silence] Okay, I got [silence] the general idea [silence] okay, the kids will go in just a second.
43:00
Speaker 2
Can you try, um, sorry, can you try Amazon, dot com on the address bar of Chrome? site cannot be reached. Okay. How about speedtest.net? Um, try to search speedtest.net. A speed test. So it's S for Sam, P for Paul.
43:00
Speaker 1
Wait, wait, wait, slow it, wait, wait, wait. Okay, is S what? Be? Mhm. P for Peter. Pe for timing. Tes. Okay. Okay. Speed test.net. Okay. And hit search. Okay. There are results for speedtest.net. Search estimated for speedtest.net. Yes. Okay. Okay, it sends, check your speed in seconds, how fast? yeah, you know, your one thing, check it. my options are, let's see, highspeedinternet.com. it said, check your speed in seconds, how fast, check your speed two, compare your option three, internet speed test, what speed do you you can't see the rest of it, um, get results in seconds, and check your,
44:00
Speaker 2
and then what's your option for Speedtest.net? Do you have the first option? Okay, Select the first option that you have there for Speedtest.net. Okay, and then do you have an option to hit, um, what's your option there? [silence] speaking fast calm
45:00
Speaker 1
OK. and hit that. OK. It's say fast then it's keep going from eighty to 99.7 MP MBPs your internet speed is 9.7. I don't have I don't have a computer here. [silence]
47:00
Speaker 2
and then enter. Yes. So you have internet connection mem connect to the link c 0:20:17. Maybe you can try again your computer. Try to turn off your computer for at least 60 seconds. Unplug make sure to unplug uh sorry the TV um unplug the TV for 60 seconds.
47:00
Speaker 1
That means I got until about all three TVs. Because I got three TVs in here. Four, to be exact. Oh, I don't know, cuz I just been working on this one down in the bedroom. Okay. All right. You said disconnected? I mean, turn the power off. Unplugged the power to the TV. Okay, that's this one.
48:00
Speaker 2
make sure to uh let's use to um let's try one only let's isolate one because if because if one TV can connect you'll be able to connect the other TV as well all four TVs are not working right just the one that you are working on just the TV yeah power it off and then make sure to un plug the power
48:00
Speaker 1
[silence] [silence] Mm-hmm. Mm-hmm. Oh, no. You want me to plug it back in? Okay.
49:00
Speaker 2
Have you already turned on the TV again or it's beyond 60 seconds now? Okay, you can plug it back in.
51:00
Speaker 1
All right. All right, Chris, turn the TV on. Hello. I see. You want me to turn the TV on?
52:00
Speaker 2
Yes, ma'am. Uh, you can actually turn on the TV. Once the TV is on, try to connect it to the Wi-Fi. Same Wi-Fi name, which is the Linksys 02 01 7 only. maybe you can go then to network settings on the TV connect it to Wi-Fi
52:00
Speaker 1
um okay okay select forget to forget link no i ain't trying to forget nothing uh i just saying won't move really i'm trying to get it to go down here where it says press okay to forget oh no that ain't what i'm trying to get to trying to get to connection, it won't take me to Wi-fi connection. It's crazy. It said to select it's stuck on here where it says select forget to forget link. 020. Okay, let me hit back. Okay. All right. Now I need to now what do you tell me to go in? Wi-fi connection.
55:00
Speaker 2
But you. Oh, okay. Um, try to go back, ma'am. Do you... Can you still go back? Um, go to Wi-Fi, ma'am. Yes, Wi-Fi connections.
56:00
Speaker 1
Okay. Are you okay? Okay, you're on. Okay. Oh, Jesus Christ. Let's see.
57:00
Speaker 2
Okay. Other TVs are working fine.
58:00
Speaker 1
Oh, let's see. Oh, my.
59:00
Speaker 2
Oh okay. Are you getting any error? Okay. But it's doing the count down.
59:00
Speaker 1
Getting the numbers, 40, it's 40. I wonder where it's taking me. It's still countdown. I wonder why it's taking so long. Yeah. Is that the countdown?
60:00
Speaker 2
I'm sorry, sir. What message did you get? Oh, okay. How far are we with the countdown? How far are we with a countdown? okay. So this TV now is working? okay.
60:00
Speaker 1
Does this have something with the speed for the TV take so long they are come up. I don't like
62:00
Speaker 2
So I think it is with the extender so if there's an extender somewhere there. I think that is the one that has an issue where it's showing no internet connection because so far when I let you connect only to the regular one which is the Linksys 02017. You have internet so there's nothing wrong with the Linksys router. So because if we're going to reset the Linksys router, the main one it will wipe it will actually wipe out everything so we have to start from the very beginning and then the device is actually out of warranty so if we're going to further troubleshoot it there's gonna be a charge for paid connect because the device is out of warranty. But so far as we are isolating it, there's nothing wrong with the Linksys router so you have internet with the regular one. I think the
63:00
Speaker 1
You're talking about the eight, that eight, you're talking about that ADT extender. Okay. Right.
64:00
Speaker 2
[silence] I think what's happening is that, um, if you have, if you can locate the extender, I think that is the one that is interfering with the connection for your Wi-Fi. So, um, you have [silence] more likely, yes, since that is the link S 02017, under score 5 GHz EXT, right? That is the one that's showing as EXT. I think that is the one that's interfering with the connection for most of your TV or your devices that's connected to that Wi-Fi. So you have to reconnect, so you have to reconnect the TV to the link S 02017 only. So they, they will have internet connection, because the other TV, when we connect it to link S 02017, that was, that is already working, right? Mhmm. Yeah, so you have to [silence]
64:00
Speaker 1
Okay. Okay. Right, Okay. Okay, I'm go back up again. Put this one in, let's see. Okay.
65:00
Speaker 2
to, you have to do the same process as the other TV, where you have to connect them to the regular SSID. And then probably remove or contact AT&T. If that is an AT&T extender, you have to contact them because that, I think that one needs to be reconfigured. But so far, for the Linxiz, there's no need to do anything, because power cycle works with, I think even in the beginning, there's nothing wrong with the Linxiz router, but we just power cycle it just to make sure and refresh the connection.
65:00
Speaker 1
Okay, I only see it on this TV. I just see the, the extended one on this TV. Uh, well this one is closer than the one we just got through, uh, downloading. I'll plug.
66:00
Speaker 2
Okay, how far is that how far is that TV to the main router? I think you have to try to power cycle it, ma'am, like unplug, like, turn it off, unplug the power adapter to the outlet or to the power source, and then leave it off for at least two minutes. But, um, I think yeah, but I think it would be best if you remove or turn off the extender because, um, if because I think that is really the one that's interfering with the main Wi-Fi. That's why it's not [silence]
66:00
Speaker 1
oh okay so you telling me that ADT extender just unplug it I don't know how to turn it off I'm just going to unplug it. uh-huh why uh-huh it's got a plug where I plugged it into the box the thing that thing that uh ADT basically Let's just basically
67:00
Speaker 2
Yes, just unplug it or turn it off. Okay. And then just refresh the wi-fi connection on most of your TV. Uh, like connected wired or wi-fi? Hmm. I see. I think you really need to reconfigure that one, ma'am, because earlier, as well, when you try to connect, it shows you earlier, um, you're getting the message your wi-fi is being shared. So, yeah, I think that is really, I think that is really the one that's interfering with your TV.
67:00
Speaker 1
okay. Okay, so right now I'm gonna go unplug it. Okay. okay. okay. All right. Let's see what this one in here doing. Uh. oh, I don't see it on this TV. How do I find it on this TV? Oh yeah, you told me to unplug it. You said unplug it, right? The TV. Okay.
68:00
Speaker 2
Main network. So you need to reconfigure that one. I think that that is the box that you need to reset and then set up again. So you need to contact AT&T for that. And then connect the connection connect most of your TV to just the regular one. Try to refresh the Wi-Fi connection on your MM. Yeah, correct.
68:00
Speaker 1
Oof. I don't know which one. Okay. And that'd be a minute. I gotta make sure it's in your way. Okay. How many times you want to leave it unplugged?
69:00
Speaker 2
You can actually turn it back on now. Is already been the the the time limit.
70:00
Speaker 1
[silence] right, turning it back [silence] Yeah, but it's not powering up for some reason, man. I just turned it, plugged it back up.
71:00
Speaker 2
Are we working on with the TV now, ma'am?
72:00
Speaker 1
But but it's not powering up. It's not coming on. It's still going on. But the TV is not coming on now.
74:00
Speaker 2
You're using around the same remote? Or what are you using to turn it on?
74:00
Speaker 1
Yes, I'm using this plane remotely. In other words, which model are you referring to?
75:00
Speaker 2
but is it on now.
76:00
Speaker 1
We're working behind the scene to bring back your movies, shows and outs. Please stand by. Oh, geez, Christ. 02_02_52 - 02_21_59 - [silence] 02_22_32 - In case you see, but we can't hear you. 02_26_60 - Uh, need to go to. 02_30_12 - settings. 02_44_32 - Okay, I'm plugging. I still don't see the uh the lengths in 02:02:00, I'm sorry.
77:00
Speaker 2
The link. Yeah. You're seeing now the link. See 0201
79:00
Speaker 1
no no, uh, oh it's still got the extension up here. So what I need to do here is go to all the network timer, close caption, input setting and then system and then user's manual. The network. Okay, click on the the the SX N and then
80:00
Speaker 2
Um, try to search, um, try to check on, do you have any other options like try to scroll down more and then see if you can, um, if you have another, like if you can search available Wi-Fi networks, how about select meme network?
80:00
Speaker 1
Let's see will it bring it up? The menu. Okay, it brought up the... the menu, DNS. And then it's got the IP address, the sub- the default gateway. Uh... Hu... Hu... I guess it's supposed to be preferred DNS server. Uh... Wait, it's still searching. Hold on. Give me a second. Let's see what it's gonna do Oh, dear. Come on, TV, it is
81:00
Speaker 2
Do you have, um, wi-fi connection for your network?
81:00
Speaker 1
Okay. I don't see any of the uh, Let's see, They're gonna bring something I still searching. [silence]
83:00
Speaker 2
So, where are we at now, Ma'am? [silence] Okay.
83:00
Speaker 1
I don't know what's going on with this TV. Yes ma'am. Yes searching, searching, searching, searching.
84:00
Speaker 2
Is it the same brand as the one that we worked on earlier? [silence] Okay.
84:00
Speaker 1
yes
85:00
Speaker 2
You already unplugged the extender, right? The AT and T extender? Okay. Can you try to go back for this TV? and then maybe you can go back to connections. Um go back ma'am to the menu. Okay, and then [silence] maybe you can go back to network and then go to Wi-Fi.
85:00
Speaker 1
It's still got the extended. And then the. You said menu setup. Okay, menu setup. Okay, I'm here at the menu setup and it's got the apps. You got your IP address, one of them says 192.168.1.139. And then you got the subnet mask, it says 255, 255, 255. And on the end, that is zero. Then you got the default gateway is 192.168.1.1. And then the preferred DN server 192.168.1.1.
86:00
Speaker 2
Do you see the other... um, sorry. Um, maybe you can try to go to, manual setup. Or, do you see that option? Yes. And then what's your option?
86:00
Speaker 1
It just went out. I'm on back. Yes. Which one the oh the the the filed.
87:00
Speaker 2
Do you see, Ma'am, other, do you have an option to see other Wi-Fi names or no? Okay, maybe we can go to that one. See other Wi-Fi names?
87:00
Speaker 1
IGF.0 HGZ extended. It, it doesn't have just the the 02017. It's got the extension on it. You told me not to go to the extension. Do I need to go to that one? [silence] Oh. Is it possible to?
88:00
Speaker 2
No, the 02017, we have to go to the wireless setup or wireless connection. No, do not go to the extension because I think you have to, I think you have to reset the network settings of this TV. So it will forget the extension and then you'll be able to see the links is 02017 because the other TV, it, it's the same brand and was able to find the links is 02017. So I think do you have to do a reset network settings on this one. Is it possible for you to contact Vizio? [silence]
88:00
Speaker 1
Vizio, yeah. Uh, I don't have a number for them. It says, Smartcast is loading. We'll be right back. We are working behind the scenes to bring together your movies, shows and apps. Please stay until then. [silence] We've been standing about how long? [silence] I've never had a problem with this TV. I don't know. Why is it acting up today? [silence]
89:00
Speaker 2
the uh the what's the brand of your TV I get it's vizouin right okay okay um do you have an option to contact them so they can assist us with the um hmm okay I think that I think that is also the reason why it's not allowing you to connect to other Wi-Fi network [silence] maybe because um [silence]
89:00
Speaker 1
You think it's because I, you think it's because we disconnect that box? That little box, that little white, their AT& T. Okay.
90:00
Speaker 2
mentioned earlier because of the extender, that extender Wi-Fi name doesn't have any internet because there is there is something wrong with the extender itself that you need to reset and then reconfigure, so I think that. Which box? The extender, no. Um, no, I think that is the main cause of the issue where your TV got disconnected because first, um, because first, there is no internet on the extender, so, um, those devices that are connected to the extender, um, they don't actually have an internet connection. Same as your phone earlier, when we connect and then double check, when we connected to the extender, it says no internet and then, you're getting like an error, um, your Wi-Fi is being shared,
90:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Yeah. It's another message up here now. It says, no network detected. Your display is not connected to the internet. To troubleshoot your Wi-Fi or Ethernet, connect using your remote. Press menu and select network. If the problem persists, restart your TV using the menu. System and select reboot TV. Okay. Okay. What do you say hit menu? Okay. Then I think it says something about the system. Uh, I should have taken a picture of it. It says smart [silence]
91:00
Speaker 2
So, more likely, that's the main issue. So, for this one, So, Okay, maybe you can follow that one. Yeah, you can. Yes, yes. Well, I'm glad that I did that because I get to talk to you now exists. Okay, try and sit up tall, maybe make your back sink into the.
91:00
Speaker 1
How long is gonna take it to boot? Okay. It's saying, smart cast is loading. We will be right back. We're working behind the scene to bring together your same thing. Mm-hmm. Okay. Too many. [silence]
93:00
Speaker 2
usually, it will take two to three minutes, maximum of five minutes. it's saying the same thing. Can you go back to menu and then go to network?
93:00
Speaker 1
Okay, menu. And you go to network. Network. Okay, it's searching. Okay. All right, everything is got that extended on the end of it. What do you need me to do? Yeah. Oh, the wireless access point is at the top, but it's not highlighted. So, just do the manual? Okay, manual setup. Okay, I'm here at the manual setup. [silence]
94:00
Speaker 2
um do have an option for manual setup? or wireless access points? okay. okay. because I think you need to Yeah, select with the manual setup? and then do you have option for wireless access points?
94:00
Speaker 1
Wallace, Wallace max point. Yeah. Let's see. And go to it's skipping past and it won't go to it. When I try to get to that, it came to save. So do I hit save or what do I do? Welcome to Brazil. is that? So let's see. Sir, welcome to Wallace. She's the Mac. What excuse me? What you told me to hit on and I hit on that. Then it's got the R, the RJ 45 max D 41 CF f 5B a A A A one. That's the Mac. And I hit on it. Then it's got the R the R J 45 max D 41 CF f 5 B A A A one. [silence]
95:00
Speaker 2
Okay. No need to click save. What are your options, man?
95:00
Speaker 1
name uh go back to menu okay okay which one is system okay okay
96:00
Speaker 2
I think you really actually, I think you actually really need to do a reset network for this one because it's stuck on the EXT network, so that's the reason why it keeps popping up the same message and then later on it will show as you need to connect to the Internet. Um, Maybe, do you have an option for system? Yeah, go to go back to menu. And then go to system. Um, so once you click menu, I think it will show you options for picture, audio, network, timers, channels, close captions, input settings, system, user manual. [silence] you . [silence]. [silence]. from settings or menu? . [silence] Where did you get earlier the network? Maybe we can go to from there. [silence] Go to . [silence] directly to [silence] the same file network and just go
96:00
Speaker 1
Okay, they got set, settings, extra said. The bottom, I don't know if it, let me see if it will go down in today. Settings. Hit on that. Okay. Okay. Settings, so reboot TV, check for updates and systems information, support code, menu language, manual language, time and label, setting, input at power on, automatic, what is this? C, C C. Then you got power mode, quick start, aspect radio, radio, and then
98:00
Speaker 2
Yes.
98:00
Speaker 1
normal and force the system to power off and Reset. the power off reset. Okay. Oh, shoot, wait a minute. Hold that still in the road. robot. Power off and reset. Okay, so hit that again. It just come to do you want to reboot reboot the TV. Yes or no? Okay, alright. [silence]
99:00
Speaker 2
can you select reset and then okay, yeah select reset. Let me know what's your option with the reset. Okay, try to go back, Mom. Go back to settings. We can locate the menu settings of your TV.
99:00
Speaker 1
You say go back to settings. Come on TV. I won't take remote. Uh gear icon. What is a gear icon? Oh, on my remote, let's see. On my remote, I have input. exit menu. Uh, back info. Then I got the CC. Whatever that is. And then the PISI. Uh, what is that? Look like a little half, a little partial circle or something? Shop point on. [silence]
100:00
Speaker 2
[KEEP_UNCERTAIN] Yes. and then on your remote, do you see like a gear icon . uh what can you see on your remote . Do you have like a gear icon . Yeah, it it it looks like uh it looks like a circle with like a um um
100:00
Speaker 1
The screwdriver looks like a circle with a sharp arrow with a point at one side.
101:00
Speaker 2
Yes, it looks like a screw. I'm sorry, what, can you see? I think that's different. Um, I think that's the on and off. Um, but it really looks like a gear beside the, um, you have like a home menu, right? Mm-hmm. Yes. Okay. Mm-hmm. Okay. With a six apps that you have, is that the Peacock, Netflix, Amazon Prime Video, Hulu, and Disney plus and tubi?
101:00
Speaker 1
Um, Crackle, Netflix, is that X, uh, Xumo and then Vudu. Okay. Again, it just got a picture audio network w screen situations close captured, capturing input settings system and user's manual. Okay. Back to system.
103:00
Speaker 2
Oh, okay. Can you try menu now, select menu? And then what's your option now with the menu? Uh, select system.
103:00
Speaker 1
all right okay when I hit system it's bringing up the apps but the apps are not open they're blacked grayed out admin privacy no I don't see that search bar all right okay now we're okay okay now we and when you told me to go to the sys system there's enough the
104:00
Speaker 2
Then let me know what's your option for system. Do you have other option like admin privacy? Can you search? can you search it if you can search admin and privacy or you just search, yeah, go. Yeah, try to go to the search bar and then look for, um, look for reset network settings. If you can search any settings.
104:00
Speaker 1
And you got a little message under there that said, check for updates, view system information, setup manual, language, time, country, and CC or reset settings. Let's see whether good now. Lettuce season. You said. You said. Okay. We're back again to reboot TV, check for updates, system information, support codes, menu, language, English time and local settings, input at power on automatically, CC power mode, quick start, aspect ratio and normal.
105:00
Speaker 2
Yes. Settings. Reset settings. Can you select reset settings? Let me know what you have there. So what do we have now on the TV,
105:00
Speaker 1
It's still the same thing, like the apps trying to come up, but they they just grade out. Okay. Mm-hmm. Wait a minute. Let me see here.
107:00
Speaker 2
Okay. I think we actually really need to do reset network settings on this one, Ma'am. However, I think we can see the options to do it. Maybe we actually really need further help on this one. Maybe we can contact Vizio, so at least they can assist us with the reset network settings, so we can connect it to the Wi-Fi, just the regular one. You can try this one for the Vizio technical support. Do you have pen and paper?
107:00
Speaker 1
OK. Hmm. OK. Oh, wait a minute. I was gonna say a number. 8-77-6-98-4-6-4-9. OK.
108:00
Speaker 2
Okay. Um, hotline number is 844254... 808087. And then if they're unable to... if you're unable to reach them out with that phone number, there there is also another hotline number for them. Um, it's 877... 698... 4649. [silence] All right. [silence] So, um, y-within you know, we have to do reset network settings. [silence]
108:00
Speaker 1
[silence]
109:00
Speaker 2
We have things on the front, but we need the help with visio. technical support, so that we can reset. we can do reset network settings because, um, on the other TV, if if they also need to, if they're stuck on the, extender's Wi-Fi, we also really need to, uh, do a reset networks on the remaining TVs. So, at least we have a working one. So, um, yeah, we'll we'll probably have to, um, do everything on the, TV, because I think it interferes with earlier the extender, and then once you're able to connect the, TV using the, uh, Linksys 02017 only, then, um, whenever you have the time you can contact AT&T so that they can help you reset and then re-configure that extender. So, it will re-associate back with the Linksys main router, okay? [silence]
109:00
Speaker 1
All right. Thank you. going. Okay all right. No, no and I can't understand it because this video TV right there, we didn't even have to put the Wi-Fi password and this one in the bedroom working fine, but the one down at the hall in the master bedroom is the one that we did, but the living room is right close to this room right here, so I'm not understanding why that one's not working. Yes.
110:00
Speaker 2
All right. But so far, everything on your... you're welcome. But so far, everything on your Linksys router is okay. No need to do any reset. If they ask you to reset the router, please don't do so because there's nothing wrong with the main router. Okay? All right. Okay. So, any questions or any follow-up? but this TV that we are unable to, you know, do the reset network, this one is connected via Wi-Fi, right?
110:00
Speaker 1
Oh, OK. Well, OK. Thank you. You too.
111:00
Speaker 2
Okay. So yeah, I think we really need, um, probably there's some updates happen that glitch the settings on this TV. But at least we have one working TV where we connected it earlier to the Linksy 02017. But, as long as we are able to do reset network settings, it will remove the extender's Wi-Fi on that TV. So, it will refresh the wireless connection, then, you'll be able to see the 02017, so you can connect to it. All right. Okay. So, I think everything is good with the links router. So for now, we'll just proceed with that option. Let's get help with the Vizio. Okay. All right. So, I hope you have a good, um, you have a good day. Okay? Still you take care. Thank you so much. [silence]
111:00
Speaker 1
All right. Bye-bye.
112:00