V2 Rubric Detail — 5a9bb618-70ff-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 01:35
Duration
77m 22s
Contact
Donna Hoag
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall79.0% (+23.0)

V2 Grader Summary

The agent resolved the issue by guiding the customer through app sign-out, local router access, and ultimately a factory reset. However, critical technical inaccuracies—providing the wrong default admin password for MX6200 and an invalid IP address—undermine the technical accuracy rating, downgrading T3 to Not Met. Despite this, the resolution was successful, and ownership was maintained throughout.

V1 Case Analysis

Customer reported unknown 'network device' on MX6200 after Wi-Fi password change. Guided to sign out of app, access router via myrouter.local, reset admin password using recovery key, and remove offline devices. Issue resolved after reboot.

Troubleshooting Steps
  • Prompted sign-out/in of the Linksys app to clear cache.
  • Guided to access router locally via https://myrouter.local and use the recovery key to reset the admin password.
  • Logged into router admin UI, navigated to Device List, and removed offline network devices.
  • Verified router reboot and reconnection of known devices.
Key Observations
  • Agent provided incorrect local IP address (192.68.0.1 instead of 192.168.1.1) at [58:00].
  • Agent incorrectly stated that Smart Wi-Fi remote access is discontinued at [11:00], which is false for MX6200 series.
  • Agent prematurely suggested factory reset at [43:00] before attempting local access or password recovery.
  • Agent caused confusion with HTTP vs HTTPS and URL spelling, requiring multiple attempts to access myrouter.local.
  • Call contained long hold periods and repeated instructions, reducing efficiency.
Positive Highlights
  • Agent remained patient and empathetic throughout a lengthy troubleshooting session.
  • Successfully guided customer to access router admin interface and remove unknown devices.
  • Confirmed the issue was resolved and ensured the customer understood the steps taken.
Agent Errors / Gaps
  • Provided wrong local IP address (192.68.0.1) at [58:00) instead of 192.168.1.1.
  • Incorrectly stated that Smart Wi-Fi remote access is discontinued at [11:00], which is false for MX6200 series.
  • Prematurely recommended factory reset at [43:00] before attempting standard recovery methods.
  • Caused confusion by suggesting 'htttp://my router.local' with incorrect spelling and protocol at [47:00]-[48:00].
  • Failed to recognize that the recovery key method (not factory reset) was the appropriate solution earlier in the call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms after router reboot and device list cleanup that everything is working and no unknown devices remain.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through signing out of app, accessing router locally, checking device list, and ultimately performing a factory reset after troubleshooting failed.
R3 Met Correct resolution path conf 90%
Agent pursued troubleshooting path (app sign-out, local access, recovery key, factory reset) appropriate for MX6200 with suspected unauthorized access, despite OOW status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked about number of nodes, IP/MAC of unknown device, connection type (wired/wireless), and whether devices could connect—narrowing root cause to configuration issue.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used Linksys app and local web UI, but failed to use remote session tools or logs; relied on verbal confirmation instead of direct verification.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated default admin password is 'admin' for MX6200 (should be Wi-Fi password) and gave wrong IP (192.68.0.1 instead of 192.168.1.1), causing confusion.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general control but had long unexplained silences, lost direction during iPad access attempts, and briefly misgendered customer.
C2 Partially Met Confirmed understanding conf 70%
Agent used plain language but did not confirm understanding after complex steps like recovery key entry or local access setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on resolution despite technical hurdles.
O2 Met Proactive follow-through conf 85%
Agent set clear next steps (sign out, access router, reset password, factory reset) and confirmed completion before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for long hold, thanked customer repeatedly, and remained patient despite connectivity issues.
X2 Met Tone & rapport conf 80%
Agent adapted to customer switching devices (laptop → iPad → iPhone) and maintained calm, solution-focused tone.
X3 Partially Met Overall experience conf 70%
Customer had to repeat actions across devices; agent could have reduced effort by guiding direct local access earlier.
Call Transcript120 turns · 133 lines
Speaker 1
[silence] Hi. Yes. This is Donna Hogue. And I was just trying to find my serial number. I know I just wrote it down here. Um, for you.
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.linksys.com. Please have your device serial number ready. For assistance, Press 1 now. For out of warranty products, please have your device 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. Thank you for calling Linksys. This is Epi. How can I help you? [silence]
00:00
Speaker 1
You what does it start with yes? Yes, it is Yes, thank you Yes Uh huh. The the link exists so what I what I did was I noticed that um two days ago there was an Android well right now so what I did was I changed our password because I thought there was an unknown device on the router and so I changed it and now it tells me network um. Let me put you on speaker here It shows net I have the links app on my phone and um what it does is it shows.
01:00
Speaker 2
Yeah um I just pulled up your record. So this is Donna Hogue, email address is LHDJ@com. And you have an MX 6200 router. Is that correct? Yeah, what seems to be the problem man? Thank you. [silence] Yes. [silence]
01:00
Speaker 1
No.
02:00
Speaker 2
mm-hmm. Do you have any devices which is connected with a cable to your Linksys device? [silence] So it's all wireless? mm-hmm. mm-hmm. [silence] Yes. [silence] mm-hmm.
02:00
Speaker 1
And so then I changed the Wi-Fi password. Yes. And then I changed it on all of our, all of our devices. So then this morning, or today, again, I noticed it said, so it has our seven devices on there. But then now it says offline network device. So it's like, well, what is that? It says offline network device. Well, so then we've been gone and I'm just getting home. So I went in and changed the password again. But now it shows that there's a network device that's like connected via the Internet. Um, on the network, okay. So, tell me where I'm, am I in my app to do that? [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] networks have to keep changing their passwords. To keep...
03:00
Speaker 2
the Wi-Fi password. it says offline. Is it, if you click on the network device, does it have an IP address? Yeah, if you select the via says,
03:00
Speaker 1
Yes. Yes. Yes. Yes. I I see an IP. I I do. And they're not, they're not any of mine that I'm aware of. Yes there's an IP address. This one says, um, network device and then it has like a, um, like a greater than and then, and, and it's got a greater than and a less than sign and, and in between those two, there's like three dots and it says, and then below network device, it says connected via Ethernet.
04:00
Speaker 2
okay you see list of devices there right yeah and then if you select that device the network device if you type on it yeah do you see IP address okay there is an IP address and um if you if you see that network device it's connected via Ethernet is not wi-fi mm-hmm yes Okay.
04:00
Speaker 1
But I've been told that wouldn't show up here. That's what's the IP. 192168134 Yes. Yes. The Mac address is 4A is in Apple9 6 B is in boy C is in Charlie 4 0 E is in Edward 7 B is in boy 8.
05:00
Speaker 2
wireless Ethernet here could be your parent node because that is connected with a with a cable. What is the IP address showing up there? 191.168.134.
05:00
Speaker 1
One. Correct. Well, I get, let me make sure it's a, how would I know it's an MX? I think that is correct. An MX is to 200. I think that's correct. It's a lynx Velpro 6e. Is that the actual under the router? Yeah. Uh-huh. Well, it's, let's see, Mac address is it's, um, Hmm, Hold on.
06:00
Speaker 2
And how many nodes you have in total, ma'am? Just one. Just one MX 6200. Yes. And if you try to look underneath it ma'am, underneath that MX, yes, under under the router. What is the MAC address that shows up there?
06:00
Speaker 1
Here, I need to turn my flashlight on, or let me get a magnifying glass. That's pretty small print. It is eight zero six nine one A nine eight nine seven F is in Frank six. I have a lap. Well, I did have. I just had connected everything back up. We have a laptop as well. Yes. [silence] Well we will try. Oh, to sign out and then sign in. [silence]
07:00
Speaker 2
All right. What's about a computer? Do you have any computer connected? Okay. Because we can actually, we cannot trace that MAC address, unless we check each of your devices. Let me just, we will try. Have you tried signing out from your Linksys app and then signing it back in and check whether that network device will still show up?
08:00
Speaker 1
no. I just,I'm not even logging in.I just click on my app and it takes me there. I mean,originally I did,but like right now,like when I want to just look at,look at what,you know,what shows up on our system.I just click on my app. I don't have to log into it. I don't,I don't sign out.Maybe that's what I should be doing.
09:00
Speaker 2
[silence] Ma'am, did you use your username and password to log in to Linksys app account? Or are you using the router password to log in? [silence] Yes, because I'm not sure if that is just a cache page. [silence] So that's uh sometimes we need to close it to totally sign it out and then uh sign it back in to refresh the connection. [silence] Since you change
09:00
Speaker 1
Yes. Mm hm. So. Well that's what. Yeah. I thought I saw that earlier. Let me see. Oh account, yeah. So should I sign out, log out? What does that do? I shouldn't really do anything. It just makes me have to sign back in, right? So should I stay logged out of that, like just standard? Should I always log out?
10:00
Speaker 2
you mentioned that you also changed the password, uh, the Wi-Fi password of the router, so you'll make changes on the settings map. So on your Linksys app, is there an option for you to sign out? Uh, if you go to account, just go to the menu. Just click on the menu and then look for account, you should have an option there to log out. Okay? You log out. It should ask you to sign back in. Okay? Well, if you make changes with the settings, yeah, and you see any discrepancies, so you need to sign it out and sign it back in. Because I think right now you are remotely accessing the computer. And just to set your expectation ma'am, with regard to the remote access, the smart because you are using that smart wifi uh feature of the Linksys, that has already been discontinued. Okay. The remote access feature of the website has been discontinued. However, you don't need to worry because the router and internet connection will still work properly. It will still work normally. And we can still manage your router locally by accessing the myrouter.local or the IP address of the router. or, if you want to use the app, um, you can log in using the router password.
10:00
Speaker 1
Mm-hmm. Okay. So, I just, I logged out and I logged back in and it shows me, so, so just since before I called you, I just, with the new password, I put on my iPhone and my husband's iPhone. So it shows those two, but then when I go to my devices, it shows my phone, my husband's phone, but then it still shows that network device, ethernet. I'm sorry. It does. It, uh, it does. Mm-hmm. It shows that two devices are connected and then when I click on the two devices, it shows me there, it shows me, um, well now it doesn't even show my phone. It says, there's three devices offline and I've only.
12:00
Speaker 2
So, yeah. Not not by use. Yes. Network device. So, it still shows the network device there right now.
12:00
Speaker 1
only put two on, two back on and but that network device pops up. so how do I tell if it's offline? so how do I tell, where would I go on my laptop to um see, let's see my laptop. if I go to my settings and then so what, yeah. okay. yeah.
13:00
Speaker 2
And does it show online right now? [silence] For the laptop, ma'am, we can check the IP address of the laptop to verify if that is the network device. So, you can, yeah, if you see there the the the search option at the bottom. If your laptop-provided search, ma'am.
13:00
Speaker 1
Yes. Network. Okay, so it tells me, okay, it does say Ethernet, well, it says Wi-Fi's not connected because I changed the password and I haven't put the new password in it yet. But below that, it does show Ethernet. And let's see, um and the Mac address, the physical right click on it. Okay, right click on it. It doesn't do any, it doesn't do anything when I right click. Hold on here. Um, if I right click on Ethernet, it doesn't do anything. But there's an arrow, so when I push the arrow, it, I do see the physical Mac address.
14:00
Speaker 2
Connecting on windows. Yes, so by, okay. If you right click on ethernet. What's the physical address? Go to details. What's the MAC address?
14:00
Speaker 1
It's 705AA as in apple. O F 24 F2BC. It's not what shows in my phone. I Well, I have a laptop that I haven't put the new password back in, so it's offline. And then we have a Fire Stick because we have um Prime Video. So then I have that one. And then I have uh-huh. No. It's not even a smart TV, but the Fire Stick is plugged into the TV. Yes.
15:00
Speaker 2
[ silence ]
15:00
Speaker 1
Yes. I don't know. Can I find that in my Amazon account? So, so it's going to make me.
16:00
Speaker 2
Yeah, it's connected to the smart TV. To the TV, I mean. So, do you happen to know the Mac address or the IP address of that Fire Stick? It it's plugged in, it's physically plugged in. So that could be that uh uh uh uh uh it might be the network device that's showing up there. So that's why we're we're really checking it right now. Um, I think you can only see that on the device itself. Or on the TV, if you check on the TV, uh, do you see, can you go to settings and check for IP address? If there's any or Mac address.
16:00
Speaker 1
Want to log in here, put in my new password, because I I changed it. So I don't know, um, it's loading right now. Um, network settings. If I go to network settings, I don't know. Um, let's see. yeah, that's where I'm at. um, let's see, security, I don't know where to see my, um, I don't know where to see that at. [Silence]
17:00
Speaker 2
mm, so what's the IP address that's in there. If you go to network settings, just go to network settings, ma'am. And then select Wi-Fi. Do you see Wi-Fi?
17:00
Speaker 1
Well, it wants me to put in my new password because I'm disconnected right at the moment. So, let's see. I can, um... Okay, hold on here. Um, maybe I can, whoops. If I went back, okay, here we go. This might help. If I went to account and profile and settings, would that be? Let's see if I can get...
18:00
Speaker 2
Oh, okay. Yeah, let's just try to put in the password. Because what we're trying to do right now is we are actually checking, um, what is that network device that's showing up. So, the only way for us to check is to verify its IP address, the IP address of the device and the MAC address. Since, uh, those are unique addresses.
18:00
Speaker 1
what I mean? oh no enter prime video pin number um oh goodness okay fire tv okay Okay. [ silence ]
19:00
Speaker 2
I think you need to connect to the, try to connect all your devices first, ma'am. And verify if that network device will still show up as online device.
19:00
Speaker 1
Bear with me here. 1, 88 9, OK, let's see serial number, fire TV version, storage capacity. I want network. OK, the mac address for my um fire stick is 4-8, 484239eb962. Yeah. OK. Um, so, and then mythe onlythe only
20:00
Speaker 2
Yes, ma'am. Okay. Well, uh, yeah, I think that's also not the right one, ma'am.
21:00
Speaker 1
Only other thing is I have a wireless printer. That's not hooked up yet. And I have a photo frame like, Framo. And then I have an iPad. And my Framo, it's an Android, I believe. Yes, yes, mm-hmm. Um, about, hold on here. Yeah. Correct. [silence]
22:00
Speaker 2
So, you can see all the devices listed, right, on the device list? Uh-huh. But it's showing up network device. So, you have, like, you have seven wireless devices in total, uh, and, uh, plus the network device.
22:00
Speaker 1
Right, and I don't know what that net the network device is new. That has not been on there before. Yes, let me get, um, I probably need to put my new password in, right? [silence]
23:00
Speaker 2
Okay, we will try to, okay, aside from checking the the Lynxys app ma'am, cause yeah I don't know if it's just a glitch on the Lynxys app. We will use the browser to access the router settings cause that is more it's more viewable okay and you can, it's also reliable. Okay, since we have advanced settings, you can see the advanced settings from that router using the browser. So do you have any laptop available can we use the laptop for the meantime.
23:00
Speaker 1
Okay, let me, um, well it shows i'm connected i don't know how i i didn't i didn't sign into this yet, but it shows i'm, are you there? Hello. Okay, okay. So tell me where to go, what do i need to do? Yeah. [silence]
24:00
Speaker 2
yeah just make sure, mam, that you're connected wirelessly to your network. yeah, just do you see the wireless icon at the bottom right hand corner of your screen of the laptop?
24:00
Speaker 1
Hold on. It's checking and connecting. Well, I need to put my new password in here. [silence]
25:00
Speaker 2
If you click that icon, are you connected to your own network?
25:00
Speaker 1
I'm sorry I can't respond to that, I don't have any tools that could verify your problem or solve it, so I'll just search websurfing for an answer. I have no idea what's going on.
26:00
Speaker 2
Okay, just try again. No worries, May-may, no worries. Yeah, because we also need to check why that network device is showing up there.
27:00
Speaker 1
I don't know why it's not taking my password. [silence] Um, it just says, um, some information changed since the last time you connected. We need additional information to complete. And so it says enter password. Let me just let me share. Let's see. Well, normally, yeah, forget. There we go. Okay, so forget. Thank you. Yep, got that. Okay. Okay. Okay.
28:00
Speaker 2
What is the error message? Yes. If you right click on your network, is there an option to forget network? So you have an option. Yeah, click on forget first. Forget network and then try again, try to connect again.
28:00
Speaker 1
Can't connect. Okay, let me do something again here. So I said I'm, oh, I'm so sorry. I'm struggling here. Is it something I can do on my iPad? Do I need to be on the laptop? Can I go to my iPad?
29:00
Speaker 2
Okay let's try your iPad. Okay.
30:00
Speaker 1
And it moves a little bit quicker. I just need to put my new password in here really quick. Oh, now it's telling me I can't. It's not letting me join. So something's going on here. Nope. My password is right. Mhm. Okay, hold on here. Hold on here, please. [silence]
31:00
Speaker 2
Maybe the password is not right. Yeah, because you have two wireless devices, but ma'am, which is not connecting. Um,
32:00
Speaker 1
you know what I'm not it's not taking it and I wrote it down I I know my my password is correct what I'm doing but it's not go ahead no no um I have no idea if it has an ethernet cable or not I've never done that I've never plugged it into my tv so let me ask you this is this is this um silly thinking but could somebody have control of my network with that because it shows it so when I go to my devices it shows me there's two devices connected but then below the below the
33:00
Speaker 2
Is there an option [silence] Yeah, do you have a [silence] Are we able to connect your computer straight to the router with an ethernet cable? You [silence] Uh your laptop doesn't have an ethernet port? [silence] Hmm.
34:00
Speaker 1
Below those devices when I'm looking at the devices that says, two devices, one node, it shows my iPhone, my husband's iPhone. And then below that it shows network device, router, ethernet. And then it shows network device offline, network device offline. And then when I click on the two, the two devices in my app, it shows me it's my phone that's connected, my husband's phone that's connected and then it shows me that um that network device connected by ethernet. Could somebody have control of my system?
35:00
Speaker 2
[silence] Well I really cannot answer that, ma'am, okay? Unless we check on the router settings, that's why we need to like go to the router um advanced configuration just to make sure that the
35:00
Speaker 1
[silence] You bet. Okay. So there I can.
36:00
Speaker 2
that we have uh checked the all the devices listed okay but um let me just verify this one can i put you in hold for about four to five minutes okay yeah just hold on please i'll just need to check on this for a bit
36:00
Speaker 1
[silence] I'm not - it's not the laptop's not letting me connect. See, it's not letting me connect over here. I connected the iPad, it let me just do that, but it's not taking it here on my laptop. [silence] Yes, I'm here. I'm here. [silence] So are you gonna? Uh huh. Go ahead. Go ahead. [silence]
37:00
Speaker 2
Hello ma'am, Miss Donna. Yes hi there, thank you so much for patiently waiting. I really do apologize for that uh very long hold. So ma'am, since right now um your devices are unable to connect, okay? And I don't know if uh if the password isn't working. So we can we cannot also hardwire your um your computer to the router. So there's uh nothing else um there's no option but to reset your device your linksys router to factory defaults. So we're going to reconfigure this, okay? And we're going to check all the devices connected later on. Okay, once we have it configured.
43:00
Speaker 1
[silence] show up. Okay, so do you want me to shut my router off and then turn it back on? [silence] Okay, so then does this so then I have to put my password in all over again, right? Does this this resets everything? [silence] Okay. Okay. Close. [silence] [silence] Well, okay. So here's the thing. I got my so I got the fire stick back up. So while I was on hold, I got the fire stick up with my password. I got my iPad up with the password. So I just I haven't got the laptop. So can we try before we do
44:00
Speaker 2
disconnected we will check the connected devices if that network device is will still show up okay? yeah. No, we need to reset the router to factory defaults okay by pressing the reset button at the back of the router for 25 seconds, man. Yes, ma'am. So it's like we're starting from scratch since right now uh yeah your your password is no longer working the devices is unable to connect. Yes, so it appears like it is connecting but it is still not connected sir. Yes okay. I think we need to rerun the setup process okay?. Yes ma'am okay. Okay. Oh okay. Sir. Sir. Woman. Woman.
44:00
Speaker 1
Do that? Should I go to wherever you were going to have me go on my iPad? Okay. Yeah, the fire's thick, and I got my iPad. So where am I going on my iPad? Where am I looking? Yes, correct. [silence] I don't- I don't have Google Chrome. I use DuckDuckGo. or Safari. Okay. Okay. Safari. Okay, I'm in Safari. And where do I go from here? [silence]
45:00
Speaker 2
Oh, sure, sure. No problem. Yes. Yes. Just try the, just try the computer again, right now. since the, the fire stick is, is able to connect and your iPad as well. OK, your, your iPad is already connected to the network, right? Alright. Do you see their, um, Google Chrome? Do you have Chrome installed? Uh. What about, um, Safari? Yeah. Let's just try Safari.
45:00
Speaker 1
Are you there? Hello. Yeah, I can. So, I'm in Safari. Where do I where do I go from here? My router.
46:00
Speaker 2
[silence] Yes, I'm sorry. Uh yeah, uh the the line is kind of breaking up there, ma'am.
46:00
Speaker 1
OK. Local, L-O-C-A-L. OK, so HTTP, semicolon, slash, slash, my router, local, [silence] Safari can't open [silence] that's what it says. Let me [unclear], try it again. H-T-T-P [silence] H someone's texting me, um, my router, yeah. [silence]
47:00
Speaker 2
yeah lowercase local yes htttp://my router.local it says Safari can't open the page because the server unexpectedly dropped the connection so Safari Safari can't open the page because the server unexpectedly dropped the connection so Safari Safari can't open the page because it could not establish a secure connection to my router.local htttp://local/
47:00
Speaker 1
Dot local. [silence] I didn't do dot before. [silence] Does it HTTPS as in Sam? [silence] Dot local. [silence] I didn't do dot before. [silence] Mmm. [silence] Is it HTTPS as in Sam? [silence]
48:00
Speaker 2
my router.local. yes ma'am .local yes my router.local we could also try the HTTPS ma'am. [silence]
48:00
Speaker 1
Okay. Then, so what comes up is default local web address used to access the administrator dashboard. So, what should I what should I be Uh-huh. Be sure that you click that on the address bar. Okay. Yeah, got you. H, T, T, P, S. Yep. I know what you're saying.
49:00
Speaker 2
It's either, if http, if http doesn't work, let's try https colon slash slash myrouter.local. Okay. Ma'am. Okay, we need to make sure that you type that on the address bar, not on the search bar because it seems that you're getting search results right now. So it should be, yeah, on the address bar where you usually type the link or the web address. [silence]
49:00
Speaker 1
It says this connection is not private. Show details. It says this this website may be. show details show details. Okay. It says Safari warns you when a website has a certificate that's not valid. This may happen if the website, so then view this certificate or or go to this website. Okay.
50:00
Speaker 2
All right. Yeah, show details, just go to advance. It's okay. Yeah, just proceed. Yeah, show details and then you should see their advance or proceed. That's okay. Yeah, that's all right. Go to this website. Proceed anyway, yes, proceed to unsafe things
50:00
Speaker 1
and it doesn't seem to be taking me anywhere. Can I do this on my phone also? Okay. Yeah, it's not letting me. Let me see here. So DuckDuck, you don't recommend the DuckDuckGo? Let me just try it here.
51:00
Speaker 2
Um, actually, we can do it on the phone, but, uh, uh, we might encounter some issues issues with the phone. So it would be better, yeah, we rather use the iPad. It's not loading.
51:00
Speaker 1
Okay, so it says allowedgo to find devices on local networks. Allow. Okay. Warning. This site may be insecure. Leave this site. Well, then it doesn't it doesn't go anywhere when I say that. It doesn't take me anywhere. And I don't know if that's because I'm on an iPad and not a laptop or maybe it's just being slow. I don't know what it's doing. Yeah. Yeah. So would it would it be okay? Yes, we can. Let me go to Safari. [silence]
52:00
Speaker 2
Okay uh what are what options you have Look look here you're gonna keep calling up okay can we try one more time on Safari
52:00
Speaker 1
Okay, it might be doing something here. Okay, so it looks like it's um, in Safari, it looks like it might have just taken some time cuz it shows links to Linksys Smart Wi-Fi. Well, right now it just says, um, so right now it comes up and it says reset admin password. We need to we, uh-huh, no, just our Wi-Fi.
53:00
Speaker 2
[KEEP_UNCERTAIN] Okay, good. Uh, what what options you have there? Okay. Yes. Just, uh, it's asking for a router password. So, um, did you change the router password or not the Wi-Fi password? That's different.
53:00
Speaker 1
Didn't change the router. Okay. Well, so right now, where this, where this is taking me is it says reset admin password. So, you know what I would maybe rather do? is just reset it. Go back to my router and reset it, and see what I get with that. Would that be smart to just try that? Yes, just reset it. Yes.
54:00
Speaker 2
Okay, can we type in the Wi-Fi password [silence] the Wi-Fi password that's on the, the router ma'am, underneath the router there's Wi-Fi password there, can you please type that in? If that doesn't Okay, can we try to do that? Reset admin password instead and it's going to ask for the recovery password. The recovery password can be seen underneath the router or like reset the router to factory defaults. [silence]
54:00
Speaker 1
Yeah. Okay, I'm trying it on my laptop one more time here. I've gotten on most everything else. I don't know why I can't. And I even said forget this network.
55:00
Speaker 2
okay yes we can actually do that ma'am but um since right now um we are able to go to the router settings then um we would not probably that that's not the that's not a right idea because if we reset it we need to reconfigure everything right now you're able to connect already it's just that we're trying to access the router settings using your ipad [silence] yeah we uh on the ipad actually we just need to uh reset the password so we can enter the recovery key now the recovery key is underneath
55:00
Speaker 1
okay, there is a recovery key there, okay, um, so I'm connected, I'm on my laptop now, so I feel better, I'm connected and it says secured, so now what I'm going to do is I'm going to go to my browser, [silence]
56:00
Speaker 2
yeah just do the same thing on the iPad just go to myrouter.local
56:00
Speaker 1
you're able to go to regular TV you can get out of there and go to regular TV [silence] so it's working it's searching here Okay, so what comes up is, uh, your connection isn't private. So I either haven't any... Okay, hold on. I guess it's still working. Okay, so it says, uh, oh, this is all computer protection stuff. Um, okay, advanced, and then click on, um, http://myrouter.info or http://myrouter.local or continue http://myrouter.local. Okay. Okay, so it comes up and it has a name, a password, a recovery key, and then to the right, it says enter recovery. [silence] Okay. <start_of_audio> So I have entered in the password. Passcode. Recovery password. The lco. And I've hit okay. Keep going. I looked at it and it's to turn the LED off to preserve the battery. So I hit okay there. Trying to continue with the recovery key. I would let you know. I just don't remember what that is for any reason so I would need to poke around. Remember what my recovery key is. Okay, so what comes up is page is loading and blocks. Please ask your network administrator to unblock the necessary ports for this to work. Okay, and in your, navigate to your router settings by entering the IP address, 192.68.0.1 in the address bar and then enter your router's username and password. Most routers default to 'admin' or a blank username and password. Wait a minute. The password and the username for my router is admin. So that's the wrong. So your router localhost is going.
57:00
Speaker 2
mhm.
58:00
Speaker 1
Yeah, so do I put that, do I enter that where it says and then submit it? So, I just want to make sure I know what I'm doing. So, it says, enter recovery key. So, I'm entering the recovery key that's listed under lynksys. And then I submit it. The The key didn't work. Check it again. I I did the I did what it said. It's 1-2-3-4-5. Yes. It's got name, password, and then recovery key. It says, And then but
59:00
Speaker 2
Yes, it's underneath the router. That's the recovery key. Man, yes, ma'am. Mm-hmm. Yeah, sign in. Yes. Yes, ma'am. Is it underneath the Linksys router?
59:00
Speaker 1
But under the enter recovery key that I just did, down below it, it says to log in with your Linksys smart Wi-Fi account, click here.
60:00
Speaker 2
Uh, yeah, we don't need to do that. Um, did you press the reset password or do you have an option reset password? Okay, can we press reset admin password? Is it asking you to create? Yeah, right now what is it asking? Is it asking for a router password or so? that's the recovery kid underneath your MX 6200 router, right? And it didn't work.
60:00
Speaker 1
and example. So now, is this going to make me change my router name? Recovery 40101. Okay, hang on here. Okay. Um, so it says choose a password that is secure and easy. So it's wanting me to create a new admin password. I got it. Yes. I didn't want to have to do this. Um.
62:00
Speaker 2
Okay, so the first thing that I would like to do or ask you to do is help me get into your Wi-Fi so that way I can check if I can connect to it. Do you have your router password? So that way I can log into it and check to see what the issue is.
62:00
Speaker 1
Okay. So I put it under admin, right? I'm not long enough here. Hold on. [silence]
63:00
Speaker 2
Yes, ma'am. After you create a password, just sign in. [silence]
63:00
Speaker 1
Your password can't have the same characters twice in a row. Your password can't have the same characters twice in a row. Mm-hmm. [silence] What are we doing wrong? One special character, one number, upper or lower case. Yes, I'm here. Okay. Yes, it looks like I might be in. So what I see is network status, Wi-Fi settings. I see Y. What's outside of Dev? Yes, uh-huh. Okay. Okay. Okay.
64:00
Speaker 2
All right, ma'am. OK, so are you able to sign in? All right. So, OK. Now, do you see the? Mm-hmm. OK, so you you see those, uh, options. Now, do you see their device list on the left hand? OK, click on the device list. Then from there, it will show you the devices currently connected to your to your Micajah.
66:00
Speaker 1
Okay. So it shows me my iPhone, my iPad, my husband's iPhone, the computer that I'm on, and then I think the other one is the fire stick. I haven't I didn't label it yet. But then below those, there's two network devices that show up that say they're offline. I don't see a red X. Sorry what am I clicking on? [silence]
67:00
Speaker 2
Okay, can you click on the red X You see the or you can actually click on the the broom icon, ma'am, because that will get rid of those network devices. [silence] Do these work? [silence] Hmm [silence] Can you click on [silence] [Music] [silence] Yes. [silence] [Music] [silence] As you delete something, you're not going to be able to connect to it anymore. [silence] And of course, if you do that, you won't be able to connect to your device until you add it back. [silence] That's what the storm icon is for. [silence] Just not until you need to. [silence] [Music] [silence] See this says it's connected, but yes, some of them are going to say it's not connected and you have to [silence] find that. [silence] [Music] [silence] Yes, you have to click on that one and say Join. [silence] Unless, of course, it's already joined. [silence] Then it's already there within the house. [silence] No more, you don't have to change it again. [silence] Okay? [silence] And if you forget, you can always click on it again, change it again and then put it back. [silence] That's the ideal way to do it. Okay? [silence] [Music] [silence]
67:00
Speaker 1
Oh yes, yes. Uh-huh, yes. Your router is okay, it says your router is rebooting. So, does that mean I'm gonna have to go change my, put in the password again on everything? Okay. Okay. Okay. Okay. It's it's, um, it's doing its thing here. Are she's You've been so helpful and so patient, thank you. I've never, so I've never done this piece of it before. I've never logged in like this. I didn't even know to do this. Um, Got it. Oh, it's telling me I have no internet connection now on my phone. Well, that's because it's rebooting probably, right? Okay. Okay. Mm-hmm.
68:00
Speaker 2
Yeah, and this is another and alternative way, ma'am, this is the advanced configuration of your Linksys. So, aside from using the Linksys app, because if you use the Linksys app, there are only limited options. So that's why we're using this configuration. The router is rebooting, yes. So we'll just wait for the the lights on the router to stabilize. So make sure that the the light, the indicator on top is solid blue.
69:00
Speaker 1
Okay. I'm still at my laptop. I'm in a separate room from the router, but it's still, it's still going around in a circle and it's, it says waiting. [silence] Also while this is doing its thing, I don't know if it does the same thing, but under those two, um, two bars that say network device offline, there is an X in the up right or up the right hand corner, but there's also an I for information. I didn't know if I clicked on that X, would that do the same thing as what it's doing right now and remove it?
70:00
Speaker 2
[silence]
70:00
Speaker 1
Oh, that's it. Never, it doesn't matter cuz it's re it's doing it's rebooting, so it it really doesn't matter. Okay. Let me go look. It just it just stopped. So let me go look. Yes, I have a solid red light or orange light. Yep. My light is solid. It's like a red, yeah. Should it be clear?
71:00
Speaker 2
It should be solid blue. okay. Is it red or solid red?
71:00
Speaker 1
Oh, no, it's not blue. It's red. Oh, there it's turning. it's just taking time. So now it's uh, I guess a clear, a clear or a blue, whatever it is. yeah. Yep. Yes. So it those those two that were offline are gone. But, um, I don't know if my, let me see if my phone is, um, so I must be reconnected here. So let me I'm so now on my phone I'm going back to my Lynsys app. Um, now it's telling me on my app I have no internet.
72:00
Speaker 2
Okay. All right, so it's, it's solid blue now, right? Okay. Can we go back to your computer? Then try, check if the page is now loaded. [silence] you made
72:00
Speaker 1
Okay, I just I closed the app. So let's see what happens. Um, I think I'm okay now. Okay. Well, I think so. I don't I don't see that um, yeah, but you know what it did? On my iPhone, it took my like my name off and my husband's name off like things aren't named. I go in and name
73:00
Speaker 2
check first if your phone is connected to the network. Okay, and closing the app. everything okay now on the app as well. the network, the device anymore,
73:00
Speaker 1
name them when I add them. You know, after I reset the password and I come back in and, and um forget this network and put in my new password, and then I come to my, my app, and then I, I name them as mine. But there, here, it says I've got four devices, and there's four devices listed. And there should be really, I've got my, there should be five devices, but um, connected are four devices. So, I think I'm okay. Those, those others came off, the the network devices came off. And I don't know what those were. So, I don't know if that means that there was somebody else. I'm quite confident they were not my devices. So, I don't know if that means. [silence]
74:00
Speaker 2
[silence] yeah, sometimes it'll, yeah. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. I understand, ma'am.
74:00
Speaker 1
What? if anybody else you know? gained access to our system or router? no no. that wouldn't uh no I haven't given it to anybody. I've never given it to anybody. Yes. Yeah. Okay. Okay, so now I can just um say okay in here, and then log. I need to sign out of this. Sign out.
75:00
Speaker 2
Well, yeah, actually, in that case, okay, you mentioned that there are network devices connected. And we're also not sure whether someone did give your Wi-Fi password, because maybe they share your Wi-Fi password. That's why. Yeah. Anyways, you've already changed the Wi-Fi password, ma'am. So, in that case, yes, they shouldn't be able to connect. And we've already get rid of them in the system. So, they are Yes.
75:00
Speaker 1
and I'm good right?
76:00
Speaker 2
Yes. That's right. Everything is set up now and just get rid of those. No problem. no problem. I think you for your patient, ma'am. And sorry, if this tool so long. I really appreciate your time and thank you for being. [silence]
76:00
Speaker 1
Well, thank you. Thank you very much for your, your help. I greatly appreciate it. Thank you. Thank you. You too. Bye-bye. Bye-bye.
77:00
Speaker 2
Okay, no worries, Miss Donna! Thank you again for your time. This is Abby from Linksys. Thank you for calling. Have a great night Ma'am. You take care. Thank you. Bye bye.
77:00