V2 Rubric Detail — 5a7ee5de-6910-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 23:17
Duration
114m 29s
Contact
Donnie Sutton
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp1.07/5
Overall23.7% (+3.7)

V2 Grader Summary

The agent performed partial troubleshooting but failed to resolve the connectivity issue, abandoned ownership by providing a callback number, and used confusing, non-adapted communication. Despite some correct technical insights, the lack of escalation, poor call control, and high customer effort resulted in an unresolved case with a clear ownership gap.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reports no internet after changes: 'my laptop is not connecting to the internet now' (81:00–84:00); issue unresolved by call end.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed diagnostics (LED check, router logs), disabled client steering, changed security mode, but failed to verify WAN status or test internet at modem.
R3 Partially Met Correct resolution path conf 88%
Agent attempted best-effort troubleshooting on an out-of-warranty device (LN1600, purchased Sept 2025), but did not confirm warranty status or follow proper escalation protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked about wired vs wireless and LED status early, but skipped key diagnostics (WAN status, modem test) and misdiagnosed root cause.
T2 Partially Met Appropriate tools / resources used conf 87%
Used 'send router info' tool and attempted remote access, but failed to adapt when Linux blocked access; no speed test or ping used to validate connectivity.
T3 Partially Met No misinformation conf 90%
Correctly identified WPA2/WPA3 mixed mode and client steering as potential issues, but gave contradictory instructions: 'uncheck client steering' then 'leave it turned on'.
Communication
C1 Not Met Clear & professional language conf 97%
Frequent unexplained silences, abrupt transitions (e.g., jumping to invoice request), and no clear call framing or control during technical struggle.
C2 Not Met Confirmed understanding conf 96%
Used technical terms like 'client steering' and 'WPA2/WPA3 mixed mode' without explanation; customer repeatedly expressed confusion and difficulty.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abandoned ownership by giving customer a direct phone number instead of escalating internally: 'feel free to give us a call' (112:00–113:00).
O2 Not Met Proactive follow-through conf 95%
No clear timeline or follow-up plan; only vague directives like 'give them three minutes to reconnect' with no defined next steps.
O3 Partially Met Closure confirmation conf 88%
Referenced prior escalation ('your case has been escalated'), but asked customer to resend invoice, repeating prior effort.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Failed to escalate despite unresolved hardware-like issue; instead gave customer a number to call back, avoiding internal ownership.
E2 Not Met Escalation prep & handoff conf 97%
No escalation executed — no team notified, no case details transferred, customer not informed of formal escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Offered brief apologies ('I'm sorry for that'), but did not acknowledge customer's repeated effort or frustration meaningfully.
X2 Not Met Tone & rapport conf 96%
Persisted with complex browser instructions despite customer using Linux and Android; did not adapt to customer's technical level or pace.
X3 Not Met Overall experience conf 97%
Customer had to resend invoice, navigate unclear UI, and retry steps due to poor guidance, creating significant avoidable effort.
Call Transcript173 turns · 195 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. this call from Linksys Customer Assurance Team. I speak to Downey. Okay, sir. Can you hear me fine, sir? on the other line. Okay, good. So, yeah, you're okay, good, sir. So, so your case has been escalated to other, so I'm doing a follow-up call regarding your concern about your Linksys device, the LN1600. I believe you are having wireless connection issues with this router. Is this the best time, sir, for us like to work with this case or? Okay. So, is this the best time, sir, for us like to work with this case?
00:00
Speaker 2
Yes. Okay. You'll have to talk a little slower. I'm having a hard time. I can hear you. I can't understand you. And I'm sorry for that. [silence] Yes, this is.
00:00
Speaker 1
okay so I just want to confirm sorry you got based on your record you're having issues with wireless do you have the are you having the same issue with the wired devices like if you have a wired or if you're connected wired to the router do you have the same issue okay and also so when this issue happens did you notice anything like the status on the router will it go flashing white or flashing red or just stay solid white when the issue happens
01:00
Speaker 2
It's fine. I don't I don't have anything wired to the router. I don't oh everything is is is wireless. Okay. Since I talked to them this morning.
01:00
Speaker 1
I mean, but I'm referring to the main node or the parent node. Yeah, but there's, there's actually like some in some instances that yeah, even though the child node remains sold white, but there is something wrong with the parent node.
02:00
Speaker 2
uh, Oh, I, I hadn't looked at it to see, um, I, I, I, I assume it stayed wide. If, if the, if the mode stayed wide, uh, I assume that the, the, the, the, the main routers is staying white. I hadn't, I hadn't, I, I have not.
02:00
Speaker 1
So, yeah, we saw something. We have to check. Yes. And how about this one, sir? Is it possible for us, I would like to turn off the child nodes for now, then try to connect to the parent and see if you have the same issue if close to the parent node? Yeah, the child, so just the parent. Then try to check if you have the same issue when connected to the parent.
03:00
Speaker 2
Yes. There's something. Something's wrong with it. I plugged the notes. OK. Let me get to them. Let me go and plug the other one. [silence]
03:00
Speaker 1
Okay. then then try to check your connections while close to the parent system. Mm-hmm. then try to check your connections while you are close to the apparent mound.
04:00
Speaker 2
Okay, they're unplugged. Okay, apparent note is still white. Okay. You have to excuse me
04:00
Speaker 1
He's that working fine so far? Hello? Yes. So, is it working fine so far, Sir? Okay. Can you turn back on sir the child nodes? Yeah, slowly turning back them back on. Yeah, power on the child nodes. Blink back.
05:00
Speaker 2
I'm getting old. I don't move around that fast right now. I lost the remote. So so far the so far the uh the TV's still on. Let me check and see if the phone works. Hello, I'm still here. Okay. So far so far it's working. Can I do what? Okay. Both of them solid blue. Now they're blinking. Okay. Okay.
05:00
Speaker 1
If I do the remote access to your computer, uh okay, so let me know if you're ready. Uh it doesn't matter to as long as it's Yeah, if it's wireless, wired or wireless will do. Yes, via wireless, yeah wired or wireless, right. it will do it.
07:00
Speaker 2
Yes, it's okay. [silence] Does does the computer have to be plugged up or can it work off the batteries? So it's okay if I unplug it and use it? [silence] OK. [silence] [silence] So I can sit down in here where I can see.
07:00
Speaker 1
Okay, how was it? Are you on your, on the computer now? [silence] Hello sir, are you still with me? Okay. Is your laptop ready now? Okay. It's me next here. Ready? [silence] And I just want to confirm sir, are you using a Windows or a Mac computer?
08:00
Speaker 2
Okay. Okay. Okay. Computer's open. Let me, let me, what do I do? Do I just go to website or open the browser? Oh, hold on. Yes, I'm still here. I'm trying to get this computer open. Not yet.
08:00
Speaker 1
Do you have a Windows computer that we can use? Are not on Linux or our remote access doesn't work with Linux? Do you have a Windows computer? Yeah, because this remote access will not work with Linux computer. Okay. Go ahead. For this one, let's try to check first the logs of your router. So, on your computer, sir, please open a browser. It's open.
09:00
Speaker 2
Hi Nick, right now I've installed Linux OS on it instead of Windows. I was using Windows and I'd like to put that back in so I can use it for my Fort Knox account. Is that okay? I don't have - I don't - I do not have Windows. Okay, so what are my options now? Okay. [silence] Just a second.
09:00
Speaker 1
[silence]
10:00
Speaker 2
It's about like me. It's slow. Okay. It's open.
10:00
Speaker 1
Yes, Yes, Okay, what can you see on the screen? Is it Okay. Yeah, about this one, right? Try to use my router that local instead.
11:00
Speaker 2
labeled or you're using a custom DNS provider. Please ensure that your device is connected to the link sys now router. close any vpn connections and remove and manually configure DNS server address then try again due have a thing for link sys support
12:00
Speaker 1
Yes, yes, ah, what happens if you access my router.locate hmm, yeah, yeah, yeah. Same. Okay. How about this one, sir? Try accessing it through using 192.168. 1.1. Yeah. Okay. Yes. uh, 192.168.
13:00
Speaker 2
came up to the same page he came up with the same page that I just read to you. Okay, try that again. Say that again slowly. one nine to okay dot one six eight of
13:00
Speaker 1
that one dot one. Yeah, just proceed. Yes, yes. Advanced. Yes. Advanced. Then proceed anyway or yes, proceed.
14:00
Speaker 2
Okay. one seven one two dot one six eight dot one dot one. Okay. it um said, uh, be careful, something doesn't look right. um Firefox spotted a potentially serious security issue. Okay. Hitter advanced to access advanced or go back. advanced. Okay. Then, uh, so go down to proceed. He said, proceed. Okay. proceed. Your connection is not secure. You should not enter any sensitive information on this site. When your network detects a connection to this site that the browser says it's safe, you can permit the connection by clicking proceed. Protracted connection may offer an attack. Okay. So go down to proceed. Taking Vaultan Contracts on. Vault is done. Vault is done. Okay.
14:00
Speaker 1
What happens after you click on proceed? Okay.
15:00
Speaker 2
Okay. Enter your router's password. Okay. It said to enter your router's password, so that's what I'm doing. Okay.
15:00
Speaker 1
Is that running? Is it asking you, sir, like to enter the what you call this, the WiFi name and WiFi password? Is it because I believe you are on like running the setup. Yeah, try to complete the setup for now. So, yeah, just proceed with the steps.
16:00
Speaker 2
[silence] Okay. Shows. Okay. It says name and password so I got that right to turn on guest network to create a separate Wi-Fi network for guests and maintain the the privacy of your main network. Is that what I'm doing? Yes, I did that.
16:00
Speaker 1
to just enter the same Wi-Fi settings. Okay, I just click on that, sir. I think that's, like a link, sir, yeah, please click on that sir. You can proceed. I don't need sir. I think you don't have to, since the nodes are already added. [silence] [silence] [silence] [silence]
17:00
Speaker 2
Okay, we will okay, save the settings Lin's ready okay to configure advanced settings visit my router www.myrouter.info on a desktop computer. That's what I'm on so what I do now? click on okay underneath it says do you have more nodes to add? Do I do anything there? okay.
17:00
Speaker 1
Okay, just double check structure.
18:00
Speaker 2
Okay. It says shows like cell phone, App Store, google play, then it says access router, that's what I want. Sir. Access router, so I have to put in the password again, right? Okay. Okay. I don't have a. Okay. It's asking for a user name, then a
18:00
Speaker 1
Oh no, that do not that the user name. Can you click the picture of two phones? Can you to click and they still have the picture of the phone on the left hand side. Or no. Like. Okay. Oh no, do not do not go back. Sir. On the bottom of the email address and password box. Yeah, please click on. Yeah, there's an option there for local access, click here, right? Below the box. Below the password box. Yeah. Can you the the like not text that says for local access, click here.
19:00
Speaker 2
No, I didn't, I don't past that. Do I go back? You you want me to go back? Uh, below the password box is No, there's a box in the way. Hold on, let me see if I can move.
19:00
Speaker 1
Yes, yes. I can hear you, sir. Yes, I can. I can hear you. Okay, good. Yeah, that's good. We are in. We are on the setup page now, okay? That's good. So, on the setup page, please click first on troubleshooting. then on the troubleshooting window, click on diagnostics.
20:00
Speaker 2
[silence] Can you hear me? Hello? Okay. It says smart Wi-Fi tool, okay router settings, connectivity, troubleshooting. Okay. Okay.
20:00
Speaker 1
Under the diagnostic screenshot, please click on send router info to Linksys or share router info. [silence] is is it say sent successfully sir
21:00
Speaker 2
OK. OK, then it asked me if I want to send the info so I hit it. No, it just says waiting. [silence]
21:00
Speaker 1
Okay. Okay, good. Thank you. Okay, I got it. Thank you. For the information. I just want to confirm. So I know how far are the nodes from the parent node like the distance. Oh, I mean how far from the parent node are they?
22:00
Speaker 2
Right now, and it's going round and round. Diagnostic information has been sent. Okay. All right, good. Glad something is going right. Uh, the parent node is sitting on a table, and the nodes are in the floor space, probably 18 inches apart. They are
22:00
Speaker 1
Like this distance. Mm-hmm . Mm-hmm . Yeah, I think that seems too close. How about the other child? How about the other child model, sir? How far is it from the parent? How far? So if that's the case, so they are really close from each other, right? 8 inches.
23:00
Speaker 2
If you, if you go straight down, it's probably three and a half feet, 36 inches or so. [silence] It's about a, it's about 18 inches away from that one. So I need to move them. Yeah, they're one of them is sitting about one of them is about three feet away from the parent node. The other one is about 18 inches away from that one.
23:00
Speaker 1
Oh, yeah, because they are already. Yes. Can you bring them to their desired location? Yeah. their original location. Yeah, place Bina. Okay. Yeah, just take your time.
24:00
Speaker 2
yeah, yeah, because I moved them in here when you told me to unplug him, so, so I went and got them and brought them in here, so I, so I'd have a more close to where I'm at, so, so what am I, what do you want me to do with them. Okay, it'll take me a few minutes, okay? Thank you.
24:00
Speaker 1
Okay, so let's give them some time. Yeah, some time to reconnect. Yeah, let's give them three minutes there. three, three minutes to reconnect.
26:00
Speaker 2
or they're separated in different rooms and plug back up, okay
26:00
Speaker 1
Is that the official receipt sir from the store yeah is it is it did you purchase this online yeah online okay.
27:00
Speaker 2
Do you usually have. Do you usually have problems with them dropping the internet all the time. I've got a niece that's got the same set up and she don't have any problem with her. So, I don't know if there's something wrong with mine. I was wondering, I was wondering what I the boy asked me this morning when I had bought this. So I I found out, I found a receipt on it. And we bought it in September 9th. They think it was the 25th. So, it's not a year old yet. It is an Amazon receipt. I don't have a paper receipt. I purchased it from Amazon, yes. yes. [silence] Okay, I may not know how to do that, but I'll do my best. okay I haven't seen it yet. know it hasn't come through. I looked in and it's sp I see him so no, it's not in spam either. So
27:00
Speaker 1
As in Nancy, R for Romeo, S as in Sam. Okay. Yes. Okay. They're down so. Correct. Okay, try to check it again, sir. Yeah, it's already sent. And that came from Linksys' customer support. Yeah, Iow, the email has been sent already. Yeah, try to refresh again.
30:00
Speaker 2
Yes. Gar-Don RS-1@ gmail.com. Okay, I'm looking at it. It's not it's not showing up. No. Sure. I didn't understand you. Okay, it still hasn't showed up.
30:00
Speaker 1
[silence] Ma'am, are you going back to the Lynx's page on your laptop? Yes, please go back to the links to spage. Yes, yes, troubleshooting page. Yes, please go back to the troubleshooting page. Okay, then I believe we are still under diagnostics tab right now, correct? Okay. All right. Can you click again, sir, on shared router info?
31:00
Speaker 2
[silence] [silence] [silence] okay. I'm on the troubleshooting page. I just go back to where. Yeah, that's what it's called. uh... yes troubleshooting diagnostics and then troubleshooting it. [silence] [silence] [silence]
31:00
Speaker 1
I'll check out your info. Yeah, it's already sent it to your email. I'm not sure, you know, why it didn't went through. So you have a different email address?
32:00
Speaker 2
Sure. Right. Sure. OK. The email is still not showing up. So. I don't know what. I. OK. I guess.
32:00
Speaker 1
Okay. Um uh uh uh. Wait, uh, is it, uh, is it possible for you, uh, like, to move this other, uh, note, uh? Because the other note seems to have, like, a weak signal. It has a minus 70 RSSI. Yeah, one of the nodes, but I'm not sure which one is this.
33:00
Speaker 2
I'm not sure what I'm gonna be looking for. They're both showing white lights. Is that, I don't know which one to move. [silence]
34:00
Speaker 1
Yeah, so I can only provide you so like the serial number. So this node has serial number ending one three two five. [silence] Thank you.
35:00
Speaker 2
[silence] again I'm Doctor Hovind. Okay, I got it. Let me move it and see what it does.
35:00
Speaker 1
Okay. silence hello sir what happened sir
36:00
Speaker 2
[silence] emails.
36:00
Speaker 1
Yeah, it's already in the sense that you have another email address, which maybe I can try to carbon copy. Hold on a second. CLO. Yeah, go ahead. Okay. Mhm.
37:00
Speaker 2
Is there anywhere else I should look? To see if it came in through my email? Cuz it's not on the... Main page and it's not on my spam. [silence] Uh, okay, let's see. Uh, clo... CLO, D. c l p u. Yeah. S I X T Y. Uh, [silence] five.
37:00
Speaker 1
Hello, sir. You're cutting off your voice. It's kind of a, lower I'm having a hard time hearing you. Okay. I see. Okay. that's what he said. No, worries. Yeah. So please reply to that email, sir. Yeah. Then attach the copy of the invoice that came from Amazon.
38:00
Speaker 2
[KEEP_UNCERTAIN] Wait a minute, that's what mine was on. I'm sorry. Okay, I had it on the it was on the wrong one email. I'm sorry. It your. Okay, your your your email came through. I had the I had the email set on the wrong one. So it's here. I got it. I'm sorry. Okay, what did I do? What do I do to send the picture? Oh, goodness, no.
38:00
Speaker 1
you deleted it, sir? Yeah, try to go to trash, yeah, check the trash. It might be there. It might just be moved to trash.
39:00
Speaker 2
I lost the email. I lost the email. I'm sorry. It's gone. Um, I may have hit the wrong thing trying to trying to hit the thing to send a picture. Oh, I can do it wrong. I can. Oh, um.
39:00
Speaker 1
okay yeah just click on reply then after you click on reply and replace just wait just click the paper clip icon yeah just reply yeah just click on reply so after you click on reply Sir it will show you like the address of the link this right yeah like uh two okay the
40:00
Speaker 2
Okay. I got it. Now. Okay. Now I've got the, well, I don't want to hit the wrong thing again, so I'm looking, looking to make sure I get it right. I don't see nothing. I don't see nothing to where I can send a picture. I did. It says Linksys support, Linksys customer support.
40:00
Speaker 1
Below that one Yeah, then up below the box there's a "send" button, right? Okay. Then, yeah. Next to "send" button, there's an A A, like capital A and a small A symbol, right? There's also a paper clip icon, right? Yes. Click that one, sir. Yeah, click that paper clip icon. Yeah, click the paper clip icon. Then, browse the path where you save the receipt.
41:00
Speaker 2
with a big long number yeah the sign button is up at the top [silence] there's a a um a pencil there's a uh paper clip yeah paper clip and there's three dots say that again yes okay photos
41:00
Speaker 1
if you'll just click send. Sir just yeah. I think it's already here. It made out which Okay, so okay, almost done. [silence] But there was, this is just like, what you call this, this is not the original receipt, you know? Yeah, we need the invoice. This is just like, what you call this, uh, summary. We need the invoicer. there should be one on uh on your email check your email there should be if you purchase this one in Amazon that should provide you an invoice yes sir but yes sir this is just a summary of your order we need the actual receipt which the that has all uh what you call is the breakdown yes it should be there I know it should be on your account so go to your Amazon account yeah you have to log into your Amazon account
42:00
Speaker 2
They did not send me anything in the box. Okay. Do you see that where it says last purchased on September 4th, 2025? Yeah. And that would be in an email. [silence]
44:00
Speaker 1
Yeah, then on your Amazon account, look for the order. Yeah, look for link, uh. You're the one that, uh, order.
45:00
Speaker 2
Okay, I'm gonna try to screen shot, shooting this, and send it to you again, okay?
46:00
Speaker 1
marissa uh can you try to click on view invoice yeah click on view invoice that is where you can see all the information and click on print then it will show you all the details then after that click on save after taking print yeah after you click on save sir it will generate a PDF copy of the invoice and yes uh this is not the whole thing sir yeah click on fill on the invoice
49:00
Speaker 2
So what I just sent you wasn't the invoice.
49:00
Speaker 1
voice a window there's a below grand total there's a view invoice option now please click on it [silence] Yeah, what? What happens if you click on invoice? Yeah, it's below the grant total. Yeah, grant total. Yeah, on the screenshot that you provided. [silence]
50:00
Speaker 2
okay, I don't see what you said. So I'm looking slowly, but I still don't see it. I don't see invoice. I click on the
51:00
Speaker 1
Yeah, there's, uh, order place September 4th 2055 in the, uh, order number. So, item subtotal, shipping, shipping and handling, free shipping, total before tax, estimated tax to be collected, grand total. Then there's view invoice option below grand total. Christa, when you click on view invoice, yes. Click on print and then after, after you click on print, I believe. Ah, no, so I just – I just click – I can print past so it will save our PDF files. It will then save that entire page.
52:00
Speaker 2
Okay, it says order summary and then it says print. Okay, so you need a picture of that, right?
53:00
Speaker 1
Yeah, click on print. Okay, then, uh, after you click on good. Okay. Uh then, do you have a save option below? Then there should be a save option. After you click on print. Yeah. How, can you see a print option on the top or on the bottom? Yeah, so just select anything. Do you have the offline printer? Yeah, select offline printer. Then print. Then add. Yeah. Okay. Uh, uh,
54:00
Speaker 2
OK. So now what'd I do? I did. And it shows me one it shows me one piece of paper. So what'd I do with it? Oh, it doesn't. It just says one copy paper size letter. That's all it says. I hit it. I hit it. Then this is what it came to is select printer.
54:00
Speaker 1
Yes, the not select the active printer. An inactive printer. Yes, so it is asking on that Pager, it asks you to print, right? That it asked you like to select a printer. Okay. Yeah, what happens after you click on print? Yes, what happens after you select? After you select, after you click on print. Yes, oh yes, sir. Save the file. Yes, yes, yes, sir. Yeah, save it first.
55:00
Speaker 2
I'm not understanding you, I'm sorry. Yes, and I hit print. Okay. No, what? I don't want, I'm, I don't want to have a way of print. It says, okay. Now I've got it to where it says, PDF. That's what you want? That's what I want. Well, that didn't work. [silence]
55:00
Speaker 1
SpeakerYes. Yes, [sir] say. [silence] Yes, just save it sir. After you save. Yes, please send that file, sir. If just reply to the email and send that file to us, okay? [silence] How's it, Sir? Did you send it already?
56:00
Speaker 2
I'm trying. I'm, it's not, it's, it's not coming up like it was.
58:00
Speaker 1
Yeah, try to browse it under my, I think it's under my documents, try to see, check it there. And.
59:00
Speaker 2
It's not giving me the email to reply to like it was and I don't know what I'm missing. I'm sorry. I'm being so slow. I can't find the email you sent. I can't hit reply.
59:00
Speaker 1
Yes. Yes sir.
61:00
Speaker 2
OK, I've sent two to you, right? You need a third one. [silence]
61:00
Speaker 1
Okay, good. Yeah, I think that's a bigger file, sir. Yeah, that might take some time. Okay. So while waiting for that file, So can you go back to the links page? Yeah. Please go back to the links page. Then on the links page, sir, can you? Yes, yeah. Sign in first. [silence]
62:00
Speaker 2
Okay, I sent a file. I hope that's it. Okay. I got to sign in again. Hold on.
62:00
Speaker 1
Yes. Yes, sir. I'm here. Yes, I'm troubleshooting diagnostics. I will, I want to check the, what do you call this? This is info this time. yeah I want to check the, I wanna see the signal. signal strength. [silence]
63:00
Speaker 2
Okay. Go back to troubleshooting. Hello? Back to troubleshooting. Okay.
63:00
Speaker 1
Is it still sending on your end? Does it still say waiting? Does it still says waiting on your screen? Yeah, click again on share router info with links.
64:00
Speaker 2
Yeah, [silence] on that little.
64:00
Speaker 1
okay
65:00
Speaker 2
A failure occurred sending the email. Do it again. [silence]
65:00
Speaker 1
Is it she's waiting on your screen right now, sir? Okay. I got it. Yeah, got it, sir. Yeah, thank you. Yeah, this is much better. Yeah, this is much better, sir. It has better results now. Okay, so, yeah, this should be good because
66:00
Speaker 2
Okay. Okay, it says diagnostic has been sent. Information's been sent. Okay, takes it a while.
66:00
Speaker 1
Okay, so this is a much better result, sir. So, after this, let's try to make some changes on your router settings, okay? So, on your router settings, sir, please close that uh troubleshooting window. Yes, close the troubleshooting window. Let me know if it's already closed. Okay, so, after you close the window uh the troubleshooting window, sir, please click on uh let me open my, simulator here. Quick over. Okay, click on Wi-Fi settings. then under Wi-Fi settings please click on advanced okay then uncheck client steering exactly please uncheck it yes uncheck client steering because sometimes that will actually cause you an issue because your devices are will kinda just connect whichever note yeah so it will uh no no just the client steering for the node steering so just leave it turned on then after that click on apply save the changes the apply let me know if you are finished applying the changes [silence]
67:00
Speaker 2
Okay. Uncheck it. Okay. It's off. You said close both of them? Okay. [silence] [silence]
68:00
Speaker 1
Oh yeah, the crucial. After you click on Apply. Oh, God, sorry. Get me, I lost my simulator there. Yeah, so, after you click on Apply, click on basic wireless settings, or basic. Okay. I'll be back on the, oh, wireless. Yeah, so, click on wireless, I'm sorry. Yeah, there's no basic, just wireless. Then under wireless, can you tell me the security mode? Mm, okay. Yeah. So, this changes the, the,
69:00
Speaker 2
is physically but it didn't say save. Wait, wait a minute, there's no basic it just says wireless. Okay, that's okay. WPA2/WPA3 mixed P.
69:00
Speaker 1
But the security mode to WPA 2 personal.
70:00
Speaker 2
WPA2 personal, okay. Can I say a what? Okay. Just one.
70:00
Speaker 1
[silence] Then after you click on apply, click on OK. Yeah, that's okay, sir, because that is just temporary. Yeah, that's okay. Yes, let's proceed. [silence] Can you let me know, sir, if you're back to the page? Okay. Yeah, give it some time.
71:00
Speaker 2
okay changing settings will disconnect all devices from the router okay so I hit yes your router is applying changes okay okay it's still going and round and round it's not finished
71:00
Speaker 1
[silence] Is it going sir? Is it still applying the changes or is it still loading? Okay. [silence] Can you try to double click?
72:00
Speaker 2
it's still going round and round. it hadn't finished yet.
72:00
Speaker 1
Sorry, if your laptop is still online, try to check if it still has the connection. Yeah, try to double check so if your computer is still connected. Yeah, because you might get disconnected after we save the changes. Yeah, just go to view wireless network. Yeah, if you can still see your Wi-Fi name. Yeah, then just reconnect.
73:00
Speaker 2
it's not connecting to any websites so I guess it's not okay I'm sorry my mind slipped skipped what am I supposed to hit to see if it's online
74:00
Speaker 1
Try to yeah reconnect. Yeah like view wireless networks. So this is where you can see all the available wireless networks nearby. So it's the globe icon yeah if it's not connected. Next beside the clock there's a globe icon there. yeah if it's connected it will show you the Wi-Fi symbol but if not just the globe. Okay. Yeah then double check. Yeah double check if you have internet access again. Just open another tab. [silence]
75:00
Speaker 2
Where's that? Okay, yes, wireless connection. Yeah, 88%. Yeah, it's still connected. Yeah. Okay, my laptop battery's about to die. I'm gonna have to go plug it up, hang on.
75:00
Speaker 1
Yes, yes, I'm still here. Oh. Ah, no need. No need to just access the, the page. That's what we need. Okay.
77:00
Speaker 2
OK. Are you still there? Hello? Oh, OK. The laptop died before I could get to the bedroom. Does that mean we gotta start all over? It'll get a minute to come back on. [silence]
77:00
Speaker 1
Yeah, actually that's it so since we changed Yeah, the reason why we changed the security mode from WPA 2 slash WPA 3 mixed mode is Yeah, if you have like an older device Yeah, your other devices if you have that security mode Yeah, your computer will kinda switch so sometimes they get disconnected from your network like from time to time randomly So that's the usual cause that's why we just changed it to WPA 2 personal So your computer will not change connecting to different security modes and also the what we call this the client steering Yeah, we also disabled that because there's also that a tendency Yeah, if your computer like detect the other signal from the other uh node Yeah, your computer will tend to switch to that connection which can also cause like a dropping connection so we'll have to fix that one to just Let's disable it for now then let's try to observe if that actually improves the connectivity of your network. ok good can you generate again sir can you go back to yeah please access 192.168.1.1 try to reconnect it to your wi-fi name yeah reconnect
78:00
Speaker 2
It's it's done something it's not connecting to the internet now. Well, my computer is not connecting.
81:00
Speaker 1
I can double check. Sure, if you're yeah, do you still is your laptop sir connected to your Wi-Fi right now? Do you have internet access sir connected to your Wi-Fi right now? Try to maybe access your internet access.
82:00
Speaker 2
Okay. Firefox can't connect to the server at one nine two point one six eight point one point one. So it's not connecting. Check what? Yes. It's connected to the Wi-Fi. The signal's still there and I pull it up and it says that it's connected. Do I have what?
82:00
Speaker 1
Let's try to access any website. Yeah, just verify if you have internet access. Do you have internet access on your computer? How is it going, sir? How is it going, sir?
83:00
Speaker 2
Just second it's taking its time that one didn't open okay gmail opened so I got access there.
83:00
Speaker 1
Okay, sir, try to access my router dot local.
84:00
Speaker 2
It, not going real fast. It's um. Okay, it opened, it opened that, so it's working. [silence] [silence] [silence] [silence] [silence] [Peiset] Check it for an internet connection, please wait. Cause it pulled up the screen behind it, but then it's just going round in round. Okay, the light on the router is white, so it's still on. [silence]
84:00
Speaker 1
I'm sorry, sir, what happened? Uh, what's the color? Is it still white? Okay, what happens when you access my router that local? Okay. Uh, yes, yes, sir, but confirms, you're still connected, right? To your router, right?
86:00
Speaker 2
[silence] checking for internet connection and just going round and round. So I don't know why it's got the length. Okay, there it is. You're now connected to your router. Yeah, okay. So I'll go next or exit on that? Okay, I can go. I can exit this, right? I exit this window. Yeah, yeah, it says I'm connected.
86:00
Speaker 1
you are connected silence yes yes sir do you have the option sir that says continue continue I know I do not hit an okay sir do you have the option sir that says manual configuration or router log in on the left hand side bottom left of the screen or proceed to advanced yes do you have an advanced option or proceed Bye.
87:00
Speaker 2
uh, okay, wait a minute. It says you have not finished the setup. Oh, goodness gracious. Wait a minute, it closed the whole, it closed the whole thing. It went to, before I've got to tap in the password again.
87:00
Speaker 1
Do you have other browser installed on your computer? like maybe chrome? yeah or because if [silence] if you use firefox sometimes you are having issues um in accessing the web interface of the router yeah when you're using Firefox yeah for some reason.
88:00
Speaker 2
I don't know why. No, this is all I have. I was having problems with windows, so I just finally got fed up with it and went to this, hoping it would be better. So I don't. I don't. it's asking me if I want to save a password username administrator password with a whole big long line of letters am I supposed to save that
88:00
Speaker 1
by the way so what page are we in right now so is that the Linksys page right now I can you by the way are are you can you see the link I link its logo on that page or or just like a plain blue screen uh no.
90:00
Speaker 2
I can't get into Linksys. It has a big blue page, and it says authentication required. It's this Linksys e5 400, it's a big blue screen with a little bitty blue square in the middle of it, dark blue, it's for login. So it's asking for a password, it doesn't say router. So I typed the router password.
90:00
Speaker 1
Yes, because it did work using your computer password. Or it didn't either. Yeah, because that's . Can you double check the address on the top of the page? Yeah, what's the address that is showing? Okay, try to refresh. Can you try to change it here to 192.168.1.1? Yeah, change it to 192.168.1.1.
91:00
Speaker 2
Yeah, it didn't work. It didn't work and it didn't work. My profiles something. I tried my computer password and that didn't work. Neither password. No. Let's try the alternative set up again. 192.168.1.1 [silence] Oh, now it says it's unable to connect.
91:00
Speaker 1
What does that's it, sir? Okay. Can you try to? I'm sorry, sir. Can you say it again? Yes sir. Yeah, that's why we have, why do you want to like use a different browser? Okay, how about this one sir? On Firefox window. Okay, so on the address bar, there's a three dotes icon right on the right hand side next to the address bar. Can you see that three doter? Or the settings icon on Firefox? Okay. Yeah, please click on it. Uh, just click on three dots. Yes. Okay, can you see there a new in private window.
92:00
Speaker 2
What is it doing? Unable to connect. The dead all right weisen. Go I don't understand why. It worked a while ago. I don't understand why it's not working now. Yes. Go to settings. I hit the three dots. What he okay.
92:00
Speaker 1
yes okay click on it new in private window all right then it will opened you another browser window right okay so on that in private window please type [ speech is not clear] 192
93:00
Speaker 2
New private window? Yes. Okay. Okay, yes. [silence]
93:00
Speaker 1
Yeah, What's the error message you received this time? Yeah, what's the error message did you receive? Yeah, what's the error message.
94:00
Speaker 2
not let me connect to it.
94:00
Speaker 1
Yeah. Okay. Yeah. Try again to access my router. That local or my router. That yeah. My router. That local Let me see
95:00
Speaker 2
And it could be protected by a firewall. It said my router.local sent back an empty page.[ silence ]
95:00
Speaker 1
was there a error code in general try to access a row as a my router info
97:00
Speaker 2
Anti-NSA geolocation on Twitter.
97:00
Speaker 1
What's the error miss sir if you run if you access my router uh just unable to connect Is your computer sir still connected to your Wi-Fi? Can you try to disconnect it from your Wi-Fi and reconnect? Yeah disconnect from WiFi then reconnect to your WiFi name
98:00
Speaker 2
It's not work. It's not working. It's not doing it. It didn't give me any error message. This says unable to connect. Yes. Okay. Um,
98:00
Speaker 1
Yes.
99:00
Speaker 2
I have not had trouble with this computer. I don't understand why it's not responding. Uh... Okay, let's see. It's not letting me. Okay, so I go to internet to disconnect it. Okay. Yes, an HP laptop.
99:00
Speaker 1
Yeah, unfortunately so, yeah, we don't. Actually, uh, you have limited support when it comes to Linux computer. Yeah, so we might not be able to guide you step by step on how to disconnect and reconnect using Linux. That's the thing. But you see, do you have a phone? That is connected to Wi-Fi? Or a tablet? Yeah, can you check, so if your phone is still online? Yeah, please check if it's still online.
100:00
Speaker 2
Linux, yes. [silence] Yes, I do. [silence] We are fully connected. [silence] Yeah. Let me go get it. [silence]
100:00
Speaker 1
Okay. And your are other devices, is it's all online as well? I just want to confirm that everything is still are still connected. I'm sorry, sir.
101:00
Speaker 2
Yes, my phone's still online. uh, let me see if it's working. Uh, yeah, let me see if the TV is still working. Okay, it says it's not connected. That's what we deal with all the time with it. Um,
101:00
Speaker 1
I mean, your other device. You mean it's not connected? Okay. Yeah, reconnect it. Let me change the security mode because at this point, I actually suggest that you try to observe first the connection. And regarding the setup page, sir, yeah, it might have something to do with the browser. So, I would suggest that you try to check it later, yeah, if there's a need to access the web interface. Okay. But for now, sir, try to observe the connection. Mm-hmm. Yes, sir, go ahead. I'm sorry, sir. Yeah, you're okay. Everything. [silence]
102:00
Speaker 2
The TV's not, no let me let me rescan it and connect it. It connected, so it's okay. Okay. Well, can I. It's what read, I'm sorry. What did you, did you ask this?
102:00
Speaker 1
ah no no no no sir so at this point try to observe the connection okey Okay and by the way sir just in case he has a great idea what you're saying yes give it a try sir you can give it a try on your phone yes okey yeah on your telephone sir try to access uh 192.168.1.1 try it first [silence]
103:00
Speaker 2
Something was red. Okay. Okay. Can can I access? Go ahead. Can I access that on my telephone instead of on my computer? Let me do that. Maybe it will work better. Oh. Okay. Okay, let me let me get set down. [silence] Okay, it says enjoy your Wi-Fi to configure advanced settings visit my router info. So do I click that?
103:00
Speaker 1
Yes, sir. Are you using an iPhone, sir? or, what type of phone are you using? Android. Are you using Chrome browser? Yeah, what browser are you using? Is that Chrome, or...? Yeah, what browser? Oh, Google Chrome. Okay. Can you go to "Settings", there, on Chrome? Yeah, tap on "Settings".
105:00
Speaker 2
just to configure advanced settings visit visit it on a desktop computer so it's not going to do it on the telephone so that's all I it's it's an Android and yes yes um... Google, it doesn't say Chrome, it's just Google.
105:00
Speaker 1
yeah, just tap the three dots on the top right. You can see the three dots, right? Next to the address bar. Yes, on the Chrome browser, next to the address bar, there's uh, three dots, correct.
106:00
Speaker 2
Okay. it's not I'm not doing something right. I'm sorry. [silence]
106:00
Speaker 1
See it? Hold on. Hold on. I should be there. I know that that that's not the search bar. No, no, it's not.
107:00
Speaker 2
No, I don't see the three dots. I don't. Okay, I click on the search bar, and it shows me a microphone and a it looks like a camera, but it doesn't show me no three dots. Oh goodness gracious. [silence]
107:00
Speaker 1
I can't see the settings options on the Chrome browser window on your phone, I don't. Ah, no. So, you have to select Amazon. So, on the Chrome browser, you're next to the address bar.
108:00
Speaker 2
I wish, but I don't. I hit Amazon, and it come up with Three Darts Out of it, but it doesn't give me any.
108:00
Speaker 1
Yeah, there's like, uh, three dots. Yeah, on the Chrome browser, next to the address bar. Were you able to see it? Yeah. Try line, try to, yeah, try to press it. Can you see the other options? Yeah, go ahead. No other options. hmm. It should be there because we need to access. Yeah, we can access the settings and change the like change the site change the desktop view.
109:00
Speaker 2
Yeah. I see three lines. I don't see three dots. And the three lines just give me my history. And it just gives me hits. It just gives me history. It doesn't, it doesn't, no other options. It just tells me my history and gives me the option to delete it. I know. I know. Okay, The keyboard shall be where you can get it.
109:00
Speaker 1
How's it going, sir? Were you able to open the settings window? Yeah, it should be next, on the right hand side next to the address bar. So next to the address bar, should be there. I'll be trying to check if I can see it. I can provide you the steps, but how are you pronouncing? yeah, I can try to visit it on your desktop, OK? later. So for now, sir, I'd try to observe first your connection, OK?
111:00
Speaker 2
No, all I can find is history. It's not giving me any options to do anything else. Okay.
111:00
Speaker 1
Yeah, just try to observe it for now, see if the connection drops. Yeah, and by the way, if the same thing happens again, sir, then yeah, I will provide you our direct hotline, okay? So, you don't have to wait for that case to be escalated to the level 2 team. So, this is the direct hotline for level 2 team, okay? Please write this down, yeah, in case you experienced this same issue again, okay? Okay sir, do you have pen and paper handy right now? Okay, so our direct hotline is, Hold on sir, let me just prepare. Our direct hotline is. Yes, yes sir, I'm here to, trying to double check our, uh, direct, not, uh, connection? Okay, sir, so, here's our direct, uh, connection, please take this down, that's, uh, 2 1 3 2 8 9 3 4 0 8. Okay, so, yeah, feel free to, give us a call, sir. Yeah, in case, you, experience the, same issue again, using that, connection. Because you don't have to wait for your case, to be, escalated, to, level 2 team. Okay? Okay, sir, so, yeah, thank you very much, for your time and patience, in, handing the call, okay? So, once again, sir, my name is, Paul. Yeah, you're welcome, sir, no worries. So, I'm gonna people.
112:00
Speaker 2
Okay. Okay, okay. Okay. Well, thank you your time and patience. Okay. Appreciate your help.
113:00
Speaker 1
Yeah once again thank you. My name is Paul from linksys. Just so much assurance team have a great day and stay safe always bye bye. You're welcome.
114:00