V2 Rubric Detail — 60659aa2-7599-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 22:08
Duration
59m 19s
Contact
Jeffrey Starnes
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135562
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical3.44/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall19.4% (-16.6)

V2 Grader Summary

The agent performed fragmented troubleshooting (reset, ipconfig, router UI) but never resolved the lack of internet or Wi‑Fi, failed to choose an appropriate resolution path, did not escalate a likely hardware fault, and provided no clear next steps or empathetic communication, resulting in an unresolved call.

V1 Case Analysis

Customer reports EA8300 router shows no internet connectivity, Wi‑Fi not broadcasting, and Ethernet port lights are off. Agent attempted basic checks (reset, IP address, cable swaps) but did not isolate the WAN issue or provide a definitive fix. Customer lacks an Ethernet‑capable laptop; call ended with customer planning to call back.

Troubleshooting Steps
  • Performed a factory reset (10‑second hold).
  • Checked IP configuration on laptop (ipconfig) and noted local IP address.
  • Tried swapping Ethernet cables and ports on the router.
  • Asked to verify modem WAN port light and suggested direct modem connection.
Key Observations
  • Agent provided a disorganized troubleshooting flow with many repeated or unclear instructions.
  • No clear verification of the modem’s internet service status was performed.
  • Agent did not schedule a callback, escalation, or concrete next‑step timeline.
  • Customer’s lack of an Ethernet port was not addressed with an alternative solution (e.g., USB‑to‑Ethernet adapter).
  • Despite collecting serial and email, the agent did not create a case number or document the interaction in the system.
Positive Highlights
  • Collected the router’s serial number, model, and customer email.
  • Identified that the router was out of warranty and communicated that status to the customer.
  • Correctly guided the customer to access the router via http://192.168.1.1 and use 'admin' as the default password (transcript [23:00]).
Agent Errors / Gaps
  • Failed to establish a logical troubleshooting sequence (jumped between IP config, router UI, and cable swaps without confirming modem status).
  • Did not confirm the presence of an Ethernet port on the customer's laptop before recommending wired tests.
  • Did not offer a concrete next step or schedule a follow‑up call.
  • Provided vague or incomplete instructions (e.g., “connect to port number three” without confirming which cable end).
  • Repeatedly asked for information already given, leading to unnecessary hold time.
  • Incorrectly suggested using port 3 for WAN connection — the EA8300 has a dedicated Internet (WAN) port (typically port 1, colored yellow) that must be used; using LAN ports for WAN will not establish internet connectivity (transcript [25:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still has no internet and router does not broadcast Wi‑Fi after all troubleshooting (“There is no light on the internet port… we tried multiple cables… still no internet”).
R2 Partially Met Diagnostic thoroughness conf 80%
Agent performed several steps – asked about wired connection, guided the customer to run ipconfig, reset the router, and access http://192.168.1.1 – but the steps were disorganized and did not advance toward a solution.
R3 Not Met Correct resolution path conf 85%
Agent identified the device as out‑of‑warranty and offered “technical assistance,” but never pursued an appropriate path such as hardware replacement, RMA, or a clear best‑effort fix.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent asked relevant questions about the wired connection, IP address, and reset procedure, but the diagnostic flow was fragmented and did not isolate the root cause.
T2 Partially Met Appropriate tools / resources used conf 70%
Agent used the ipconfig command and attempted to access the router UI, which are appropriate tools, but omitted other needed tools (e.g., ping test, WAN LED check) and did not interpret results fully.
T3 Met No misinformation conf 90%
All technical instructions given (reset button hold ≥10 seconds, browse to 192.168.1.1, login with default admin) are correct per the KB.
Communication
C1 Not Met Clear & professional language conf 90%
The call lacked clear framing, frequent long silences, and the agent never set expectations or guided the conversation toward a resolution.
C2 Not Met Confirmed understanding conf 85%
Agent used technical jargon without confirming the customer’s understanding and did not adapt language to the customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; after many attempts they suggested the customer call back instead of committing to a solution.
O2 Not Met Proactive follow-through conf 85%
No concrete next‑step timeline was set; the only suggestion was “once you have a computer… you can call back,” which is vague.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
No escalation was performed despite clear signs of a possible hardware defect; the agent continued troubleshooting without a valid trigger for escalation.
E2 Not Met Escalation prep & handoff conf 80%
Since no escalation occurred, the escalation execution criteria were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never expressed empathy or acknowledged the customer’s frustration; the tone remained purely procedural.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to match the customer’s confusion and kept delivering instructions without checking comprehension.
X3 Not Met Overall experience conf 90%
Customer had to repeat information many times and perform manual steps that the agent could have handled (e.g., checking cable connections, resetting), creating unnecessary effort.
Call Transcript103 turns · 108 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products...
00:00
Speaker 1
when you did the one uh 192.68. okay yes ma'am can I need to hear. So shut up. Yes ma'am. This is Jeff Starnes. I have a LinkSys uh next gen Wi-Fi router uh serial number. My serial number is two one P one zero C six B 808 997. P is in Paul. Uh
01:00
Speaker 2
Okay. paid support option may be available depending on the issue. Thank you for calling Len's is Skaila. How may help you. Okay. Okay. Let me just check if I got it correctly 2 1 and then is it T and Tango? Okay.
01:00
Speaker 1
That is correct. Is that going to be on the box? it is uh, EA. Echo Alpha 8300. We can't it's it's hooking to the internet, but it won't broadcast the Wi-Fi signal. It's not it's not doing anything. The lights are coming on, but there's no connectivity.
02:00
Speaker 2
and then one zero C for Charlie, 6 B for Brian eight zero eight nine nine seven. Okay, and how about the model number? I'm on the device itself, sir, underneath. Okay, and what seems to be the problem of this letter? [silence] So [silence]
02:00
Speaker 1
But good. Junior. All right. No ma'am. We can get the name. The name comes up. But it won't connect to the internet. Their software. My internet provider is Spectrum. Yes ma'am. Because I have the wired connection going into my television and the television works. Yes. Yes. Uh it's it's connected to the router by an internet cable, yes.
03:00
Speaker 2
So it's not broadcasting the Wi-Fi name or can you see the Wi-Fi name? But when you try to connect, you cannot connect to the internet. Or is it like you cannot really see the name? Right. Who's your internet provider? All right, have you tried the wired connection? If the wired connection is working, okay, that television is connected directly to the router via a signet cable. Anything. So we're gonna try and plug it into the laptop to see if it's right, climbing. you
03:00
Speaker 1
and we take that cable, we take that cable and put it into the new Wi-Fi router, cause it's a smart TV, and it hooks up with Wi-Fi but it will, and then nothing works. The software says it can't find the to the modem. This is first time we've said, I just pulled it out of the box. It's 864.365.651. Jeffrey. J-E-F-F-E-R-Y. Sterns. S-T-A-R-N-E-S. [silence]
04:00
Speaker 2
So let me just create a record. Okay. So when the TV is wired, is it wired directly to the links or to the modem? Okay. Was this working before, sir or first time to set up? [silence]. I'm sorry, can I have your phone number to create a record? And how about your first name and last name? Again, that's all the same,
04:00
Speaker 1
a r K as in apple or as in Romeo and yes J W S Jeffrey Wayne stars the number one at Gmail.com yes Ma'am [silence]
05:00
Speaker 2
Speaker: Is S for sugar and is it p for Peter or T for tango? And then O R N E S. And then R N. How about your email address? The email address is C M T C J W S 10 at gmail.com. Correct. And again, your problem right now is there's no internet connection using the links router. [silence]
05:00
Speaker 1
Right. Walmart. No ma'am. Uh, I purchased it in the store for the Lake house about six months ago. And I didn't use it at the lake. So I need one here at home now. So I'm looking it up and it's not working. No ma'am. And yes, uh, six months ago, maybe 8 months ago, less than a year since we put the
06:00
Speaker 2
Okay. Did you... you said you purchased this router, sir? Yes. Okay. Do you still have the receipt from Walmart, sir? Uh, did you purchase it online? Oh, um, in-store? Oh, okay. And on Amazon. Oh, okay. Yes. So, you just bought it like six months ago, right? And you don't have the receipt? Yeah. We just like, get it right now. Okay. PayPal. Uh-huh. Maybe you have the receipt there.
06:00
Speaker 1
Security system in, right, Gary? About four months. Less than a year. Um, December take it third. [silence]
07:00
Speaker 2
So you got it. this around November or December? Between November and December, what date? if you could give me estimated date, sir. [silence] Okay, because here's the thing sir, this router that you have, um, it shows it here on our system, is already out of warranty. Okay, but since you've mentioned that you just got this device um eight months ago, we will provide you with um technical assistance right now. But in any
07:00
Speaker 1
Okay. Is the power yes. There is a. There is a yellow light on top that says it's not plugged in. Like there's a problem with the Ethernet cable. The link, it's white. Yes ma'am. It's white.
08:00
Speaker 2
in any case uh we found out that your device is defective okay the receipt is needed to validate the warranties are okay okay so In the front panel of your router what are the lights lit? is it like the power lit? is it solid? is it solid white blue okay but how about the one that's on the top of the Linksys? like the Linksys is on the top does it lit up and it's white
08:00
Speaker 1
Yes, ma'am. Yes, ma'am. This one, this one got it. Do I have an ethernet port on it? No. No, it's not on this. This laptop does not have an ethernet cable. Or ethernet hookup. USB. It's just USBs and more. Um no. It's it's connected.
09:00
Speaker 2
Okay, do you have a computer, sir? Yeah, okay, that computer, is it a laptop or is it a desktop? Okay, and is it Windows or Mac? Okay, um that laptop, sure, has an Ethernet cable, or, I'm sorry, Ethernet port. Okay, can we connect that laptop? Okay, this laptop can connect to the Wi-Fi right now.
09:00
Speaker 1
You can see. you. right. And, and the length is ok. yeah. ok. it says, looks like you're not connected to the internet.
10:00
Speaker 2
Yeah your Wi-Fi. It's connected but no internet, right? okay on your laptop right now, never mind if you don't have any internet connection, just open internet browser. and then on the Aristotle barcode tap these numbers 192.168.1.1 so what's on this? Because it's like the connection is not private.
10:00
Speaker 1
yes ma'am, down there on the bottom of the screen, yes ma'am, okay, there we go, yes ma'am, okay, I'm there, [silence] do we see detail
11:00
Speaker 2
Okay, on the lower right hand side corner, sir, can you see there the Wi-Fi icon on your computer? When you right click that icon, can you go to Network and Internet settings? And then select Wi-Fi. And then when you select on Wi-Fi, okay, can you see the option for details?
11:00
Speaker 1
We don't see Gary. We don't see details. Let me go to - I hate this. Advance network settings. Ma'am, I've clicked properties and it does not bring anything up.
12:00
Speaker 2
Okay, when you select under Wi-Fi, look for IPv4 IP address or IPv4 address. Do you have that information? [silence] Um then I click on properties. Sir, just go back to the previous page
12:00
Speaker 1
OK, I'm selecting outside. Hardware, hardware properties. We have show available networks, hardware properties, manage known networks, change adapter options, advanced sharing options, network and sharing center, windows firewall. Windows 10. [silence]
13:00
Speaker 2
What would be the operation? This one? So this is on Windows 10 or 11? Or how about this? Can you close this page?
13:00
Speaker 1
Okay. Yes, ma'am. C-M-D. C-M-B. M-D. Command prompt. Yes. Okay. We're there. Okay. It says media disconnected, ma'am. Everything is disconnected. Wireless adapter, localGood. disk cleanup. [silence] Going to defragment.
14:00
Speaker 2
Right then on search right now at the bottom on the taskbar. There's an option there's search. You can type in the CMD Charlie Michael David and then it will open the open the command prompt. And then on the command prompt right now on the eye on the blinking cursor, tap in there ipconfig for you. How about under wireless? How about wireless connection? Is this laptop connected to the Wi-Fi right now, sir? Okay. How about this? Minimize this command prompt. Right click again the... right click again the Wi-Fi icon.
14:00
Speaker 1
[silence] It takes a while [silence] There we go. Let me try that again. Wireless LAN IP address 192.168.1.101. The fault gateway is 192.168.1.1. We're connected. Yeah. Thank you. Thank you.
16:00
Speaker 2
Okay, again, open internet browser like Google Chrome. Again, and then on the address bar, you type the numbers 192.168.1.1. Do not type it on the search bar, it should be on the address bar.
16:00
Speaker 1
It says, the router was not successfully set up. Press and hold the reset button on the back of your router for at least 10 seconds. Did it. Uh, just when finish click here, there's a link to link to support. Then there's a details. And there's nothing under details. As far as the visuality. No. Uh, what I need to do is, I'll need to, I'll need to reboot the router, right reset it. Reconnect to it, and hopefully it'll come up to the main page. Right now, this is kind of coming up to the page where it was looking for the uh, the um, the connectivity. The problem that we have is the yellow port for internet, right? There's no light activity on it when we plug in the internet. There's
17:00
Speaker 2
And then what are the options that you can see there? What do you have the information like manual setup? if you want to do this and then we are going to configure your router what to
17:00
Speaker 1
nothing and it keeps saying that it's not there did you hold out your hand for a second all right well let me uh yes yeah that's the yellow port no yeah there's no lights nothing yes port number four I didn't I did port number one for the yeah no port number four well we're right in there yes it's in the middle of rebooting right now so give us a second let me know when that thing is white solid white the lens is okay
18:00
Speaker 2
uh the back of your at the back of the linksys router that you connected it to the inter in the port and the light is not lit yes If you're going to transfer that cable to the port number four. Is the light lit? We can say that it is. Could you please do it by the... cases so uh main like for the let's Okay. house. Uh is good. Okay. Uh will I do it here? Yes. Connect it to port number three.
18:00
Speaker 1
no. No, we hit the reset button. And held it for 10 seconds, which is what the the instructions on the computer told us to do when we were going through those steps a minute ago. right, link's light is on. Link's light is on. I'm going to plug this in the port hole and there's no there's no LED on. There's no LED lights on. So give me 1 second, it's booted back up, we're trying to reconnect to it via the Wi-Fi so that we can bring up the browser and do 19 the 192.168.1.1 yeah. Oh, you should know that by heart. Oh yeah. There we go. All right, let me do IP config again.
19:00
Speaker 2
uh, what do you mean? Did your reboot, so you just turning off the device?
19:00
Speaker 1
Okay, it's from there. Let me bring my browser up. All right. It says manual configuration. You want me to, all right, so when I connect it up via the browser, I have the link of smart Wi-Fi setup screen where I can either click next to continue, right? There's two check boxes for I've read accepted the license terms and software. Okay. and I want to contribute the future improvements and then there's a manual configuration. Go ahead and put it to Uh
20:00
Speaker 2
[silence] right now share at the back of your linksys router is there any light on the internet port.
20:00
Speaker 1
internet, no, no light. [silence] Well, we tried for force not showing any lights either. [silence] This has nothing to do with. We did. [silence] We've tried multiple cables. We've tried the ones that came with it. Um, and we tried also another cable which was a cat 5. That's not working either. So. Do you want me to try manual configuration? [silence] Let me click let that. Click that. [silence].
21:00
Speaker 2
If you're going to connect that to port number four, did you check if the cable, the other end is properly plugged into the modem? Okay, just to check, the cable right now is plugged in from the modem.
21:00
Speaker 1
Yes, that is correct. Doing that right now. Taking quite a while. Uh, it says, internet connection is down. Uh, you must have an internet connection to log in to your Linksys Wi-Fi Smart account. You can log into your router without an internet connection and select Connectivity and then Internet Settings tab to view and change connection settings. You may need to contact your ISP for, no, I have retry and log on.
22:00
Speaker 2
Okay people you click on manual configuration on Okay. Do you have option there? Local access.
22:00
Speaker 1
[silence] Not yet. Let me try the point on. No. All right, access router. So, the router password. Let me put it in there. Oh. The password, you want me to put [in] admin? Is it capital A or does it matter? It doesn't matter. [silence] There you go. All right, we're in there. We are logged in to the switch. For the router, I could say.
23:00
Speaker 2
but it asked you to input the email and password, right? You can you Yeah, type admin. Yeah, try admin. All, it should be lowercase. Hold on. [silence]
23:00
Speaker 1
[silence] OH. no no I, I am Yep. all right. OH, yeah, I see the force but I don't, I don't, it says Internet, but there's nothing next to Internet under the speed.
24:00
Speaker 2
you're not on the links or Linksys Smart Wi-Fi correct clearly click first on troubleshooting and troubleshooting right below that there is status and then devices and report click on report and then after report kindly scroll down at the very bottom of the page you can see the reports and there you are.
24:00
Speaker 1
That is correct. It is Yeah, we are using it. So disconnect it from the modem. Okay. Okay. Oh, it's Okay. Okay. We got lights. Yeah, now we have lights. [silence]
25:00
Speaker 2
so there's no indication that it is detected, right? Okay. Sir, the cable that came along with this router, okay? can we use that cable? Okay. Currently disconnect the other end of that cable out from the modem. and then connect the other end of that router to port number three. So, the other end is connected to number three, the other end is connected to the internet port.
25:00
Speaker 1
both courts have like... okay let me go back shooting does the router is not found yeah saying router not found yeah he dropped it yeah dropped it give me a second
26:00
Speaker 2
both device um, both port has light okay can you check on the under port did you check if is still connected wireless
26:00
Speaker 1
Is that link light still on top, Ron? On top of it. I'm just curious. the yellow one, the armor one? Okay, it's still on. Okay. I don't want to mess with these at all. not the world, though. There's one that looks like a like an Ethernet, an RG cable. Okay. Yeah. you off one. No, I'm connected. Uh it says no Internet. Okay, I'm connected to the router. Let me try to go to Give me a second. Let me a second. Yeah, look at that. Okay, now, when I did that, my IP address changed 10.14.1.101. So, when you looped between the Internet port and port three, it gives, you get a different DNS IP address, 10.14.1.1 is the gateway. [silence]
27:00
Speaker 2
All right. So this is very close. I have a. I'm sorry. Huh? What is the IP address? Okay. Can you try to access that, sir? 10.14.1.1.
28:00
Speaker 1
Yeah. Okay. All right. So now, I have... Did you plug it into two or three? Cause it looks like it's in two. Okay, she said it's bar. yeah so it's so the law it's saying in here that it's one gigabit. Yeah, it's plugged into two, one gigabit speed but it's saying port two. yeah but it's saying on port two. That's the only one. yeah. internet it's it's marked as well that one gigabyte per second. Both are marked, correct.
30:00
Speaker 2
And then, go to port. Is it like into two or three, sir? That's fine. Is it into? Switch ports. And as well. How about on the port two? How about on the internet? Okay. So both are marked, right? So that means the porter is working. On the modem.
30:00
Speaker 1
Uh, yeah. yeah, the modem, we know for a fact that the modem's been working and the signal's been good. I'm sorry, I'm sorry, I'm sorry. Okay? Okay. I'm sorry, I'm sorry. I'm sorry, I'm sorry. all right. all right, what do you want us to do now? There is only one internet port on the modem. It didn't go live. It didn't go live. yeah, he's not seeing anything on the uh, um, now it's telling, now we've got to plug, plug the port back in. I'm sorry, I'm sorry. let me see here. [silence]
31:00
Speaker 2
is the light on the modem let right now there's the power on okay kindly disconnect the cable now out from port number two and connect that cable back to the modem make sure it's properly connected how many ports on the modem so if you're getting so what does that mean if you do the remote you're doing the the
31:00
Speaker 1
um um No light, and I did the troubleshooting report, and looked at the ports, and nothing's there. So, it's saying, like, it seeing, it seeing the DHCP client, it's seeing the router, right? But, for some reason, are the router's seeing the modem, right? That's the name of the modem, right there, not currently. Ugh, shit. Fucking power just died on him. Shh.
32:00
Speaker 2
So right now still no light on the, um, [silence] can you actually try now right now? [silence] Yeah. Yeah, if
32:00
Speaker 1
No, neither one, Ma'am. There's not a light on the modem or the ethernet port on the router. Neil, you wanna bring it over here? Pull it up? Yeah. I can't. Here's the plug. Yes, Ma'am. Yeah, hold on, Ma. We, we lost connectivity, because the laptop we were on powered off. We'll, give us a second.
33:00
Speaker 2
Okay how about this sir I'm right now again the other and is connected to the modem the other and connected to the internet port and there's no like on the internet port right? going to do a trade the root the the laptop that you have doesn't have an ethernet port right okay
33:00
Speaker 1
space and the IP address. Right? Um, but the interface is wireless for the modem. Right? So, um, so it can see the modem. It's registering the modem's client name. Right? When I go to the DHCP client table, right, it it it notices that. Um, okay, let me see here.
35:00
Speaker 2
at all by it's $1. Please call or write. We want to give you all the googly. Good day, um, how can I help perfect? Please start the approval process. Ten one driver for four hours? Yes. I'm sorry.
35:00
Speaker 1
Anything in Internet settings that need to be adjusted? Um, We tried to run the setup, but the problem we got is, is it it would say it doesn't look like you're plugged you're connected to your Internet port on the on the uh router. Right? We kept getting that error. Right? So um we can't get past that. So it's automatic DHCP is what the connection type is.
36:00
Speaker 2
um when you set up this earlier sir did you run the setup ok um let me just verify this one sir if your TV will its connected to the modem the light on the modem the ether yeah the ethernet port will light up
36:00
Speaker 1
Yes, yes. Should this be like IPv4 or IPv6? Probably IPv4. All right. I I'm I I'm in the I'm in the route right now. I can get in the router. Is it the router that you want to get into or the motor? [silence]
37:00
Speaker 2
no, it should be IPv4, okay? So, because, um, here's the thing, since this is for, um, if possible, we can connect a computer straight to the modem so that we can, um, like check the settings and we can properly, um, set up the um router since, um, you tried already running the setup but it didn't detect the internet. So, um, um, we need to test first the settings on the modem so that we can properly,
37:00
Speaker 1
Oh, okay. All right, give me one second. Give me one second. give me one second. Oh, I just told John that. And then Jeff's 14.1. Oh, I'm sorry. 14 to one. But, yeah. I'm gonna turn it like this. Me?
38:00
Speaker 2
setup um the, uh, linksys router, since it did not run the, um, um, setup, it did not go through with the setup, like, the automatic setup. So, you should, um, so, can we connect, if, um, you have a computer that has an ethernet port.
38:00
Speaker 1
What I was trying to do is look at the IP address. the line, that guys. Yeah, see if I can ping it. Give me a second. get in that. That's because of this. That's that's the IP that's the IP address the router is getting from the HTTPS. All right. local. Well, so 10.14 address. Okay, let me ask you something. Right? So I'm connected. The router's connected. When I do an IP config.
39:00
Speaker 2
Well I really m missed that. I'm gonna call you later. So if I am available complete take care of them. You can always keep us informed of that. Everything is what I'm looking at.
39:00
Speaker 1
I IP config on my laptop is only going to show what my laptop um IP information is correct. Okay. Right. It's not going to show the uh the wireless lan adapter that's the Wi-Fi. Yeah, it's got nothing in the DNS. Stopped it. Yeah. All right. So you're saying we need to connect to the actual module. Well, I don't have an Ethernet adapter to do that. Does it have a USB? If it has a USB adapter that's uh does uh[silence]
40:00
Speaker 2
okay yes whatever we see from the router yeah because DNS is that for the what time can we start yeah yes we need to connect a computer directly to the modem
40:00
Speaker 1
Modem have a USB on it? I don't know if the modem does, but I know the router does, and order guaranteed. And give me a second. So wireless lan adapter wi-fi 2. It gives a link local IPv6, and
41:00
Speaker 2
um on your laptops um uh sort of an earlier when we do the ip config it shows that local area connection is media state disconnected um please double check if there is like an inside uh port that the side uh uh that's okay that's okay uh uh
41:00
Speaker 1
address IPV4 address subnet default gateway what are you looking for? [blank audio] [music] [silence] you're looking for media state media state is media is disconnected [blank audio] [ silence] that is under Ethernet and wireless L adapter local area connection media is disconnected [blank audio] [music] [silence] that's what you should do HDMI [blank audio] [ silence] what's your intimate? No. no. there is no Ethernet port available [blank audio] [music] [silence] okay. that's what exactly what I expected. [silence]
42:00
Speaker 2
But earlier it shows their local area connection media state media disconnected, right? That's on the local area connection, right? Or the local Ethernet adapter? OK. Can you double check at the side of your laptop if there is an Ethernet port because Ethernet adapter, local area connection that represents for a um, Ethernet adapter.
42:00
Speaker 1
Is that what you're asking? Yeah, there is no ethernet port on this. Not a, there's not a ethernet port. This is a Lenovo ThinkPad, Lenovo ThinkPad. And when I'm thinking, when I'm thinking of these, Gary is right here, see this little connection line? You can put a pigtail in there and it's got connections for serial. Yeah. Yeah, you can do ethernet. We can do wireless. We don't have that. We haven't, we haven't re-Lenovo. Yeah. So then, when it. So it does have a.
43:00
Speaker 2
yes. What's the brand of this laptop, sir? [silence]
43:00
Speaker 1
It does have a port where, like, if you had a pigtail that you could plug into it, right, that has different connections.
44:00
Speaker 2
um, so, um, um, on the right side of this, um, computer on the right side, how many ports on the right side, sir? of your laptop. On the right side? Okay, this is a Lenovo ThinkPads. What's the model?
44:00
Speaker 1
What the model is? We can go on the window hold on a second. I get the show as a strong. Oh, no, it was seeing it was calling out the, so it's not seeing the modem, it's seeing the the laptop. Give me a second. It's. I see what you're saying. Yeah, I don't see that, but let me look. Is that like what it's supposed to be? You know, I see now. You set actually navigate back out to Devilry and you go on the set up through your Wizard and this will show this will show device model number three three four seven three three four seven. So what you would type in is the type what you actually see. Do I go up Wow on you do At the top there's and icon system icon? There's an icon system icon. Yep, System.
45:00
Speaker 2
Because there are some ethernet port sir that has like a bit of a cover that you need to like when you try to insert the cable it'll just expand.
45:00
Speaker 1
[KEEP_UNCERTAIN] but you need a special, like, adapter. yeah, I'm looking at the bottom, I'm looking everywhere. I do not see anything here. nothing. not a thing. so can you keep looking around? yeah, I don't see anything, man. yeah, no, this just, uh, USB, HDMI, and then the one and then. [silence]
47:00
Speaker 2
yes, it's like, um, it's like a port, it's like a poster that has like a cover at the bottom that once you inserted the Ethernet cable, that cover will just expand so that the the cable can be inserted.
47:00
Speaker 1
[silence] the one accessory port, that's it. There's nothing else. No RG port. Mhmm. It's too, they renamed it. Uh it's 20FR 11T OS T0S. Lenovo ThinkPad. It's running Windows Pro. 2000 Windows 10 Pro. Yeah.
48:00
Speaker 2
Okay. So can you check the model number of this one? Just click on the Windows start menu, you go to settings and then system and then about. It's a, again, it's a Lenovo. Okay, and then again, it's Lenovo ThinkPad.
48:00
Speaker 1
[silence] 16 gigs of RAM, 477 gigabite SSD. Well, he renamed his his his PC to his name. So it doesn't so under device name, it just says his name. It doesn't say it doesn't give you the actual like model number and all that stuff. Let me think through here. Yeah, let me look. But there Type 20FR
49:00
Speaker 2
Um, on the top so, um, what is the under device specification? Again, there's a name Lenovo ThinkPad, and then... How about at the bottom of the laptop, sir?
49:00
Speaker 1
it might be a full time system type yeah let me get I see system type all right give me a second all right let me go to uh so I go to system right um um the speaker on the bottom
50:00
Speaker 2
I'm sorry. Um, sorry, let's go back to the um system settings. Okay. Under after you click on settings and then system and then about, under system model. Or actually sometimes at the bottom sir, on the sticker at the bottom. It shows their model number
50:00
Speaker 1
They didn't say anything. Yeah. Uh, would it be turn to a four eight three zero three four? Oh, no. No, no, no, I just see like a serial number looks like. Give me a second. [silence] [music] Yeah. [music] Nope. Not nursing.
51:00
Speaker 2
Yes, the sticker. Is it under Lenovo next to that? It will show you the brand name. There's no model number or model name. most mod- number is stated on the sticker at the bottom of the laptop, like, including all the specifications, the registration and all. But in include as well the serial number, the manufacturing date, the model number or the model name. But it shows you the learn. How about on the on the system setting right now on Windows?
51:00
Speaker 1
Mm-hmm. Yeah, and then I go to about. Yeah. Yeah, I go to about, and it gives me the installed RAM, the processor, it's a [REDACTED_PAYMENT_DIGITS] megabyte graphic card, [REDACTED_PAYMENT_DIGITS] gigabyte storage. But it doesn't give me the model number of it. Of it. System? You mean product? Product? Product? It would be in about? I see product ID.
53:00
Speaker 2
* In settings and system. And in when you go to system. and how about system model sir? yes system model. yes under about. Or do you have a Lenovo app on this computer?
53:00
Speaker 1
they are, they are, no, no, I kind of went into the computer. I went in a different way in the system properties, same thing. It's not, it's not getting it. he changed it to his name, so. yeah, yeah. Um, let me look on the, let me, let me see if there is a Lenovo app on here. no. no, oh, hold on a minute. Yeah, no, I just did a search. There's no app for Lenovo. yeah, sorry. I think we've kind of exhausted this. I mean, we're not going to be able to connect directly and stylus in, just have USB we stylus through. [silence] here.
55:00
Speaker 2
okay, because, uh-hmm. Okay, because we should also try to check if the port on the router is working. If there is a computer, it can communicate to the router via wire because we already tested that the wireless connection on the router is working. Okay? So we need also to test if the port on the router is also working because right now when we do the port loop, like the cable, we loop it like one is the other end connected to the internet, the other end is connected to the router. It shows there is light but once it's connected to the modem, there is no light in it.
56:00
Speaker 1
Yeah, so the VLAN ID, the internet, prompt. This VLAN is off, which we're not doing a VLAN. Yeah, we're not doing VLAN. We're not doing any advanced routing. It's NAT. It's not dynamic routing, so it's NAT. Right.
57:00
Speaker 2
And then also possible, we can go check the settings from the modem. That's why we need also to wire it directly to the modem. No sir, we're not. We are. We're not. We are. We're not doing anything. No, no, we're not doing, we're not going to change any settings in there, sir. The only thing that we need to do first is, again, we need to connect it first to the modem to test this to check the what will be the exact configuration on to the links router. Since it did not automatically detected.
57:00
Speaker 1
Okay. Give me a second. Yeah. Yeah, I guess we'll have to figure something else out. We'll have to get something with the ethernet connection from a laptop so we can get directly in. All right. Well, I appreciate your help. We'll call back.
58:00
Speaker 2
So we need to connect the computer straight to the modem and then um check the settings there and then manually configure the lenses. You can disconnect it.
58:00
Speaker 1
[silence] once we can get that squared away. Thank you. Perfect. I so much appreciate your help. Thank you. Bye-bye.
59:00
Speaker 2
you're welcome, sir. Yes okay, once you have, uh, a computer, now we can wire it to the modem, okay? as well as to the router, okay? Okay. you're
59:00