V2 Rubric Detail — 62885da6-66b2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 22:59
Duration
73m 3s
Contact
Edward Earle
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133317
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: F — Non-Adherence to Callback Hours: Agent provided incorrect support URL 'support.linguistics.com', which is a critical failure under category F (Non-Adherence to Correct Information). This is a material factual error that compromises customer trust and safety, warranting auto-zero per rubric.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-60.0)

V2 Grader Summary

The agent successfully resolved the customer's Wi-Fi reconnection issue after a factory reset by guiding them through the web interface to rename SSIDs and reconnect devices. While the technical resolution was sound and complete, the agent committed a critical factual error by providing an invalid support URL ('support.linguistics.com'), which triggers an auto-zero under the rubric's compliance rules. All other indicators reflect partial or full met ratings, but the accuracy violation is severe enough to nullify the overall score.

V1 Case Analysis

WHW03 Velop out of warranty. Paid support ($15) processed. Customer unable to reconnect after reset. Agent guided through 192.168.1.1, changed SSID/password. Devices eventually connected after multiple attempts. App reconfiguration failed. TV manually reconnected. Customer confirmed partial success.

Troubleshooting Steps
  • Processed paid-support transaction for out-of-warranty service.
  • Guided customer to access router admin page via 192.168.1.1 and bypass security warning.
  • Changed SSID and password for both 2.4 GHz and 5 GHz bands.
  • Assisted with 'Forget This Network' on iPhone due to connection failure.
  • Guided manual reconnection of Samsung TV via network settings.
  • Addressed failed app setup and recommended web interface for future changes.
Key Observations
  • Call was highly inefficient with repeated instructions, silences, and failure to validate steps ([17:00], [27:00], [33:00], [49:00]).
  • Agent assumed default admin password without confirming it was still valid ([16:00]).
  • Customer experienced multiple connection failures due to cached Wi-Fi profiles, which the agent did not proactively address ([28:00], [30:00], [33:00]).
  • App setup failed and could not transfer settings, requiring manual reconfiguration ([56:00]).
  • Agent recommended web interface over app, which is correct given end-of-life status ([60:00]).
  • Resolution was achieved but only after significant troubleshooting loops and customer confusion.
Positive Highlights
  • Correctly identified out-of-warranty status and offered paid support per policy ([08:00]).
  • Successfully guided customer through changing SSID and password via correct URL (192.168.1.1) ([16:00], [24:00]).
  • Properly instructed customer to bypass Chrome security warning for local router access ([18:00]).
  • Recommended use of web interface over deprecated app for future changes ([60:00]).
  • Confirmed resolution with customer and provided receipt for support charge ([72:00]).
Agent Errors / Gaps
  • Assumed default admin password 'admin' without confirming it had not been changed ([16:00]).
  • Failed to instruct customer to 'Forget This Network' before attempting reconnection, leading to repeated 'Unable to join' errors ([28:00], [30:00], [33:00]).
  • Did not verify that the customer successfully accessed the admin page before proceeding with password changes ([17:00]).
  • Repeated instructions about applying changes without confirming customer understanding ([26:00], [42:00]).
  • Provided incorrect IP address '192.1.3' instead of '192.168.1.1' when discussing TV setup ([61:00]).
  • Allowed customer to remain confused about SSID vs. password during app setup ([53:00], [68:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'TV is connected to internet', 'I just went to Amazon', and 'everything seems to be in good order'.
R2 Met Diagnostic thoroughness conf 85%
Agent guided customer through accessing 192.168.1.1, changing SSID/password, reconnecting devices, and resolving connectivity issues — all core troubleshooting steps for a post-reset Wi-Fi configuration issue.
R3 Met Correct resolution path conf 96%
Agent correctly identified OOW status, offered paid-connect service, obtained consent, and proceeded with full troubleshooting — aligning with policy to provide best-effort support for OOW devices.
Technical Accuracy
T1 Met Technically accurate info conf 82%
Agent identified symptom (can't connect to renamed network), confirmed device type (WHW03 v2), used correct access method (192.168.1.1), and guided through logical configuration changes that resolved the issue.
T2 Met Appropriate tools / resources used conf 97%
Agent used the correct tool — local web interface via 192.168.1.1 — which is the standard and most reliable method for changing Wi-Fi settings; no additional tools were needed.
T3 Not Met No misinformation conf 95%
Agent provided incorrect URL 'support.linguistics.com' instead of 'support.linksys.com' — a material factual error that misdirects the customer to a non-existent support site.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent initiated the call and maintained basic control but had multiple long silences, unclear transitions, and failed to set expectations for session length or structure.
C2 Partially Met Confirmed understanding conf 78%
Agent used consistent technical language and gave clear steps but rarely confirmed understanding, especially when customer showed confusion about browser warnings and app behavior.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case from start to finish, processed payment, performed full troubleshooting, and did not transfer — demonstrating full ownership.
O2 Met Proactive follow-through conf 97%
Agent provided clear next steps: change SSID/password, reconnect devices, and use web interface moving forward; issue was resolved during the call with no pending actions.
O3 Met Closure confirmation conf 98%
Agent referenced prior contact, ticket details, and previous email instructions — showing use of case history and continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted because the issue was fully resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite and professional but showed minimal empathy — no acknowledgment of frustration from repeated resets or app failure, only transactional responses.
X2 Partially Met Tone & rapport conf 74%
Agent maintained a steady pace but did not adapt tone or approach despite customer confusion, repeated errors, and visible effort to follow steps.
X3 Partially Met Overall experience conf 76%
Customer had to repeat passwords, endure long silences, and manually reconfigure multiple devices — indicating avoidable effort despite successful outcome.
Call Transcript129 turns · 134 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. If you're experiencing issues with your LinkSys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. We are unable to trace. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. visit Linksys dot-com. And you can also connect with other users for tips and guidance at reditt dot-con slash R hyphen Lynch sis.
00:00
Speaker 1
Karla yes Edward Earl here called earlier and the the gentleman was very helpful I'd had a power outage and I had to get reset and so now I've gone through the reset process and both my primary and my secondary node have green lights but my problem is is that I can't get back to my home network I'm running the I'm on the internet now under the velocib setup bc
05:00
Speaker 2
Hi. Hi, thank you for calling. This is Carly. How may I help you?
05:00
Speaker 1
I'd like to get back to my home network and I need your help to do so please yes very correct yes 100% that's it uh no I didn't I was not provided a ticket number no uh I did learn that my equipment is out of warranty when I 8
06:00
Speaker 2
Okay. All right. So basically um you reset the router, um after the power, um, and then you were able to uh configure it with the internet. But the wireless or the Wi-Fi part of the router is still on a default settings and you wanted to use the old uh network that you've set up. Correct? [silence] Okay. Um, by the way, um, Shere, since you mentioned that you called earlier, do you have a ticket number? about your phone number instead sir.
06:00
Speaker 1
Correct. 6 5 7. 1 2. 4 7 1 8. Yeah, there's no addition there's no second dot between E and the at it's Edward. Earle, at outlook.com. Okay, no problem. V2. Yes. Correct.
07:00
Speaker 2
... Mm-Hmm. Uh-huh. Okay, again, that's A65, 712, 4,718. Okay. Okay, Let me just pull up your record. I was able to, um pull up a record here and again, it's under Mr. Earl, uh Edward Earl. And then your email address is Edward.Earl@outlook.com. Correct? Yeah. Yes, I'm sorry. Okay. Mm-hmm. And your device is a WHW03 and then V2. Okay, Internet provider is
07:00
Speaker 1
Correct. Yes, I'm aware. Yes, but that clicked over to a YouTube video, and it was not helpful. I have or attempted that and I've gotten nowhere.
08:00
Speaker 2
um spectrum right okay and you're already aware sir that your router is already out of warranty and could no longer provide um free technical assistance on that right and the only option that we have is our paid connect service as well as our ai tool and um when i check also your record here the previous technician that you have talked to sent you an email on how to change the wi-fi password right as well as the wi-fi name okay all right and you tried also our ai um fo-
08:00
Speaker 1
No, I haven't done that yet. one moment, please. I haven't been able to get to the email because of the connection problem. Hang on just a sec. I've received one email. Okay. I've received
09:00
Speaker 2
Sir, on our website, okay. and there's another email that was sent to you before that YouTube videos, were you able to follow that instructions? Sir, mhm. Try to, um, try to check the previous, um, it's the same email, sir, but at, you scroll down on the email because since it's just only one sender, it will just, um, continuously, um, it will like merge.
09:00
Speaker 1
OK, I have scrolled. Yep. OK, but they came in at the same time. All right. All right, I have those, I have those emails. Could I, yes please. Uh, yeah, uh, let's do the 15 thing, my can get this taken care of. Okay.
10:00
Speaker 2
into one mail so try to like scroll until you get into the previous mail. mm hmm. All right, or would you like to avail with our paid connect service, sir? okay. No problem. So let me just prepare our system, sir. Give me a few minutes. And you're already aware that the um the paid connet.
10:00
Speaker 1
[silence] I have a PC here, I have a laptop here. Okay.
11:00
Speaker 2
It's a one-time non-refundable technical support that will last up to 60 minutes of troubleshooting. All right? And there's no guarantee that we'll be able to fix the issue. And if you found out device is defective, there will be no refund or replacement. But again, don't worry. I'll walk you through step-by-step on how to configure or set up the settings, okay? And you're using a computer, so you have a computer or is it just iPhone, iPad? [laughter] Okay. We'll try, uh we'll use a computer or on a two, it's much easier to navigate the settings on the router later, okay? Thanks. All right, now for security purposes, to process the transaction,
11:00
Speaker 1
Okay, okay. Visa Visa first initial C [silence]
12:00
Speaker 2
is I'll be I'm going to stop or pause the recording since it is recorded line, okay? And then after we stop the recording, this is the time that we're going to process the $[REDACTED_PAYMENT_DIGITS] transaction, okay? So, I'm going to stop the recording now. Okay? All right. The recording is now stopped. So, we're going to proceed now processing the transaction. What type of credit card you'll be using? Is it Mastercard and a Visa? Okay. All right. The card holder name is under Mr. Edward Earl.
12:00
Speaker 1
Then Edward Earl, 41470-9-7-873-77-357-8-02-2029-74-63-792-2.
13:00
Speaker 2
Okay. And then, what's the card number? Okay. And how about the expiry date? Alright. And the security code? Alright. And how about the billing address zip code? Zip code only. Okay, thank you. So, I'm going to proceed now, sure. Processing the...
13:00
Speaker 1
Terrific. Thank you. We thank you. Thank you. Yes. HP laptop. And. Windows. No, I'm going to have to reconnect it.
14:00
Speaker 2
Right, sir. The recording is now resumed, so we're going to uh proceed now with the um troubleshooting. So we're going to use a your desktop or your laptop, sir. Um, okay. Uh is that the desktop or the laptop? Okay. Is it Mac or Windows? Okay. All right. So, um, right now is your laptop connected to the default settings of the router? [silence] Yeah. Can we reconnect your laptop to the, um, network?
15:00
Speaker 1
there's this. Okay, I'm connected again. Yes, I have. yes. yes.
16:00
Speaker 2
Okay. And then open a browser. Let's use Google Chrome. And then on the address bar on the Google Chrome, please tap those numbers 192.168.1.1 192.168.1.1. Yes. Sir, to use admin as your router password. All right.
16:00
Speaker 1
No, I'm not. It took me to a copilot search. It's the private IP address used access router is administrated. And what's my IP number. Net gear and that kind of thing. It went to a Bing. I have one nine two. Dot one.
17:00
Speaker 2
you're back on the you're now on the link so setup page on the link to Linksys Smart Wi-Fi, what's on the screen? Oh, it gives you a it seems like it gives you a search result, okay. How about this? on Google Chrome right now, what's on the address bar? is it www Google comm or is it the one, nine, two? Okay. Erase everything on the address bar, like being that calm. Erase everything. Okay. And then type again the numbers. nine, two, 16 one, nine, two. 873
17:00
Speaker 1
668.1.1 yes. Links to, yes, why am I getting a warning when I try to access router settings in a browser, I'm on Windows. I don't see an advance. I'm scrolling and I see a continue. My connection is not private. I get the warning sign. My connection is not private.
18:00
Speaker 2
Okay. Let me repeat, sure. 192.168.1.1 Okay, hold on. You click on advance. Let's find search. This verbros or security, just click on advanced and then proceed. Yeah, just click on continue. Mm-hmm.
18:00
Speaker 1
Like this, tell us my connection is not private. We'll unpick. Well, attackers might try. Attackers may try to steal your information from the limbo Wi-Fi. Uh, here, click here to get.
19:00
Speaker 2
And then what options do you have? You have proceed, advance or is it continue? Mm-hmm. The 1-6-8...1-1. Yes. When it's not connected, it's private. What are the other options that you can see there? Can you read it to me well? Yeah. Hold on.
19:00
Speaker 1
chrome's high level security. I still can't keep, I still can't, uh, hit continue and bypass the warning, which I'm going to do, which I did before and then I get an exclamation point. Your connection is not private. Attackers may be trying to steal your information. I get an advanced and a back to safety. Or to turn on enhanced protection, your server could not prove that 192.168.1.1 is it's a security. security. Uh, no, I don't. I only can go back to safety or oh, yes, down at the bottom. I'm so, yes. It says it's very small font. Sorry about that.
20:00
Speaker 2
Advanced thought, click on advance. Click on advanced. You'll have the option proceed. All right. Yes. But fine. OK. Safe. It's OK.
20:00
Speaker 1
OK. Blue screen background sign in access the big box. OK. Click sign in. OK, it's loaded. Yes, smart Wi-Fi tools. You look.
21:00
Speaker 2
click on proceed okay all right keyboard type admin a d m i n admin all in lowercase yes all right you're now back you are now on the lynks Linksys Smart Wi-Fi alright okay so if you scroll down you can see there at the bottom of the page you have and user license agreement privacy statement third priority third party licenses o'clock privacy policy and then do you have
21:00
Speaker 1
I don't see an option for C A. I have a list of, the tiles say network status, home networking, guest access, device list priority, and parental controls. Uh I can't scroll on this page. Um Oh, okay. Um, yes.
22:00
Speaker 2
There's an option see a or there's no option for see a. But you can see there but you have the end user license agreement, right? You have that option. Um OK um can you scroll down sir, right below the white boxes, press scroll down and you can see at the bottom of the page and you cannot see end user license agreement. Uh huh um on the far right that is have uh we have the option C a.
22:00
Speaker 1
end user agreement, privacy statement, third party license, included, privacy policy, [silence] yes, I have that, [silence] okay. [silence] uh now I have a new window with uh in chart form. [silence] okay. tabs [silence] yes, it says wi-fi settings and then there's four tabs at the top. [silence] yes. [silence]
23:00
Speaker 2
Okay, there's no CIA, that's okay. Okay, let's scroll up again and look for an option on the left side, WiFi settings. Okay, and then this is where you're going to change the WiFi name and WiFi password. yes that's the WiFi settings, right? Okay, yes. You have there 2.4, and then you have the WiFi name, right? Okay, yes. On the WiFi name it's still set to VeloTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
23:00
Speaker 1
Yes. Okay. And do I do that under the 2.4? Yes, I do want to change the password. Let me choose, uh, choose it to double check it. Um,
24:00
Speaker 2
Okay. Yes, just click on the box so that you can change the name, sir. Change the name to the name that you like. Yes, sir. Type the name and then as well, if you want to change the password, you can change the password.
24:00
Speaker 1
I have the primary and then I have one node. That one node is hard is hard wired with a cat six cable. I have a total of two. Yes. Okay, so I've changed the name and the password. No, none of the other information has been changed. Yes, I would, since I'm here. I'll put the same information in there. I'm going to change that password. I have the five, well, a one band and I have a two band.
25:00
Speaker 2
by the way sir how many nodes do you have okay okay the total of two nodes right mm-hmm yes yes just the name and again how about on the five G disappear do you want to change it okay mm-hmm
25:00
Speaker 1
also shoulders change them all okay and now I'm changing the gigahertz 2 okay okay I'm double checking them to make sure there's no errors everything's good clicking on Apply
26:00
Speaker 2
Mm-hmm. Yes, once you click on apply, it will ask you to, like, if you really wanted to change the Wi-Fi settings, click OK.
26:00
Speaker 1
you're updating they're all correct I have yes or no I want to continue I'm download yes is apply applied to your router is applying changes click okay [ silence ] I'm having to put.
27:00
Speaker 2
Yes. Apply. Yes. Click OK. and then, after that, wait for like, around a couple of seconds. Try to track now on the Wi-Fi of your laptop. Check if you can detect the name that you have just created.
27:00
Speaker 1
Oh, router not found. Do I click retry? I don't think so. It's 11. Yes, it says no internet or access connections available. Click on that.
28:00
Speaker 2
Oh, yes, because your laptop will be, uh, got disconnected from the network since we changed the name, okay? So, on your laptop, right now, sir, try to reconnect with the Wi-Fi. Uh, no, do not click on retry. Um, did you already connected the laptop, sir, back to the wireless network? Okay, just click on the Wi-Fi icon on the lower right hand side corner of your laptop. Since it is Windows 10, sir, right? Or is it Windows 11? Good. Okay. Yes, click on that so that were you able to detect the name, the new name.
28:00
Speaker 1
[ silen ] Let me click on available Wi-Fi is off. Turn it on. Okay, there's my list. I click on what I just changed it to. I click on what I just changed it to. It's uh, I'm gonna click connect. Connect. Double checking the password. It's correct. It's verifying and connecting. Oh, it's verifying. Another pro
29:00
Speaker 2
Okay, turn it on. Okay, yes. Yes, then provide the password.
29:00
Speaker 1
Can't connect to this network. Can't connect to this re Network. I'll hit a close him close. now wait a minute. It says I'm it says I'm connected and secure now. OK, I just went to Amazon. So.
30:00
Speaker 2
Okay, how about this? Yes, just click on close. Then after that, sir, the Wi-fi okay. I'm sorry. Oh, okay. So that means can you check if the internal works fine now? Can you access the internet if it's still online? Then you may try also to reconnect your device that did not work. That's good.
30:00
Speaker 1
Um, I've hovered over my internet connections and it's added a two to my network name. It wasn't there before. It's added a two. That's interesting. I, okay. I have a it's incorrect password for this network. I'm going to take it out and try it.
31:00
Speaker 2
What do you mean? Like are just the connection probably Sir because it was detected before and right now it is a wireless connection too, right? But it's not connected to the name that you have just created. Do you have another device right now Sir that you can try on to connect like maybe your phone? Yes, you can try that.
31:00
Speaker 1
I can't. No I have I have two cell phones. It's an old iPhone iPhone six. I'm going to try to connect on the phone that I'm talking to you on. The password is connect.
32:00
Speaker 2
Yes. Um, is this an iPhone sure or is it? Okay. Mm-hmm?
32:00
Speaker 1
I still have the Wi-Fi settings uh, with the blue background up. I have, I'm not, I have not, I realized I have not hit the apply button yet. Do I do that? Uh, the apply button? I'm not sure that I did. Let me hit it. Nothing's happened. I'm not, I'm unable to join my new, my home network from my phone from two different phones. I'm not able to [ringtone] [silence]
33:00
Speaker 2
Yes? Hey? Um, you've done that earlier, right? After we changed? The name? Yes? Okay. Okay. Okay, is that, um, on that phone right now, sir? There's, um, is this an iPhone or an Android phone? [silence]
33:00
Speaker 1
iPhone. The new network name, yes. My network and then a list of others. Yes. It's trying to connect, it keeps spinning. I'm pressing hold. It turns to shade. Oh, yes I do. Okay. It's giving me a prompt to counsel or forget. I'm going to click forget. Okay.
34:00
Speaker 2
Okay. On your iPhone right now, you go back, click on again, Settings and then Wi-Fi. When you select on Wi-Fi, can you see there network name, right? Yes. Okay. Let me, like, press and hold the name and then do you have the option for Forget This Network? There, the option, forget? This not work. Okay, forget this now. Select cancel, Forget This Network. Get
34:00
Speaker 1
Okay.
35:00
Speaker 2
Okay. Stop it again. Yes. And then provide the password. Unable to join. Did you type the new password right?
35:00
Speaker 1
I put it in again. It's like a 14. It's uh uh Geez, I forgot. Uh it's a 14 14 Pro. I've always tried to use my home network. I've uh I don't I don't think I attempted to put the phone on velcro set up. Would you
36:00
Speaker 2
What version of iPhone are you using? Is it an iPhone? Okay. This iPhone, have you tried connecting this before, where they, using the velop name, the velop setup name? Okay. Hmm.
36:00
Speaker 1
like me for to attempt that okay right yeah I'm going to repeat the password yes and I'm being very deliberate and making sure this is correct unable to join I have I've been doing both same time but
37:00
Speaker 2
[silence] no no no no sir because we already changed the name that you have. can you on okay hold it's still unable to join okay make sure that it's um the correct path sir because this is case sensitive [silence] could you try your other phone
37:00
Speaker 1
Yes yes, yes. Uh, a total of nine letters, yes yes. They're all the same. Okay.
38:00
Speaker 2
not allow you to uh step on the phone right now, sir. Kindly um before, sir, before you reset the router um the name, it's the same name that you have created right now. Correct the 2.4 and the 5. They have the same name. On both uh 2.4 and 5, right? Mhm. How about in your phone right now, kindly um turn off the Wi-Fi.
38:00
Speaker 1
Off. On. List of networks. I'll tap my home network. Uh four. Develop something else. Oh I've just added my printer. A neighbor. Uh one two three four. My home network name, correct
39:00
Speaker 2
Okay, and then turn it back on. How many how many networks detected right now, sir? Okay. Can you can you click on your network name again and then connect again? Yes, yes.
39:00
Speaker 1
I'm entering the pass code. Okay. Yes. Oh, yes. Yes. Yes, yes, yes. Unable to join. Yes, I have that browser up with those numbers in the bar dynamic.
40:00
Speaker 2
uh-uh Payless sir, was this working before on your iPhone? okay Okay, so let's go back to the um Linksys page right now uh to your computer. Do you still have the Linksys smart wifi tool, right?
40:00
Speaker 1
So the other four, I, I tend to take it out and re-enter it. the router applies changes. Click OK. I'm waiting. I'm waiting. And... if we require companies to report annually for a year, you're making these things a much bigger do than they need to. The reality is that we live in... still waiting, spinning. Oh, yes, I can, yes. Okay, I'll click it. Then I'll click join. Uh, then I will type in my password again.
41:00
Speaker 2
Yes. Mm-hmm. Uh, yes. And yes. Mm-hmm. [silence] On your phone right now, try to check if you can find there the new name, the one that has 2.4. All right, can you try to connect to that 2.4? Uh-huh.
42:00
Speaker 1
[KEEP_UNCERTAIN] Oh, got a check mark. I'm, uh, I think so. I'm not getting any. It's check, that's normally what I see. I'm going to do the same thing on the other phone.
43:00
Speaker 2
mm-hmm yes, connect to the two. four
43:00
Speaker 1
And the new Home Network 2.0 has a checkmark on it. This is a very old iPhone 6 phone. So both my phones have checkmarks by the new name, 2.4. Okay, I will attempt to pull up a browser. I just opened Google. I just went to my favorite restaurant's website. Okay. I've done that own
44:00
Speaker 2
yes can you then check if you can go online now you undo on your phones yes just open a browser or you can open any app like app on your phone like you to check if you can play videos
44:00
Speaker 1
let me try to the same on the old phone, which is very old. I'm going to go to my employer's website. Yes. Okay. Uh, my phone seem to be doing pretty well.
45:00
Speaker 2
[silence] All right that that that's good. Okay yes we separated the names though since it seems like the phones are having problem connecting to if they have the same name. So we separated it like we put identification identifier 2.4
45:00
Speaker 1
okay. okay, so okay, how do I, what's the new name for the five one and the five two gigahertz? Yeah. Yes. Yes, I got all three up the two point four's and the two do I do I rename the the second and the third. So all.
46:00
Speaker 2
That means that is a 2.4 band. Okay? And the other one, that's for the five. Okay? Uh-huh. The- they're the same names, the- the one that you have just created. If you're going back to the um link sys page on your laptop, do you still have the linksy Linksys Smart Wi-Fi, the wi-fi settings? Okay, okay. Right? You still have there the 2.4 and five, right? Right? Okay, yes. Uh-huh. Um you can um 5 and uh five, the two five, sure you can have the same name, but if you want to put 5 gigahertz there to identify that that's five, that's fine as well.
46:00
Speaker 1
I'll have my new name 2.4 on the 2.4. I'll have my new name and 5 on the 5. 51 52. Okay. Do I hit okay or Apply? Down the bottom? All right, yes, it's updating.
47:00
Speaker 2
Yes, you can do that. Yes, click Apply, click on Apply first and then it will ask you to confirm the settings. Click on okay.
47:00
Speaker 1
Becky? okay. we are, we are having success here, aren't we? Oh, after I hit that, it said router not found. You're not connected to the router. Uh, yes. I'm checking the, I'm checking the options now. tap your networks and look for Ok, let's try these. Did it work? It was connected.
48:00
Speaker 2
Okay. Mhm yes, since your phones are on now, even the older phones are able to connect then on your laptop, I think it will check if it's like check if it is connected to the network since we changed the names. Yeah, um check first the Wi-Fi on the phone on your laptop if it shows connected, is it either connected to the five or is it connected to the connected to the 2.4. mhm.
48:00
Speaker 1
Oh. [silence] Home [silence] 2.4. [silence] I'm not [silence] seeing those on [silence] my list of [silence] Wi-Fi [silence] options on the laptop. [silence] Yeah. [silence] Uh [silence] put the fish on 24. [silence] The uh [silence] last instruction again, please. [silence] [silence] [silence] [silence] Turn it off. [silence] No [silence] internet access. [silence] Uh [silence] [silence] pull up a browser to see if you're connected. [silence] Okay. [silence] All right. [silence] I've turned it off. [silence] I'm turning it back on. [silence] Okay. [silence] The the uh new [silence] home name 2.4
49:00
Speaker 2
Can I turn off the Wi-Fi on the laptop and turn it back on? [silence] Turn off the Wi-Fi on the laptop. Yes. I'll enter it back on.
49:00
Speaker 1
Hit in connect. I'm entering the new password. clicking next. It says it's connected and secure, and I get up, O.K.Uh huh. I'm just always. Uh huh. So speaking of and you're, and your your buddy, could you reach your it? Uh huh. Could you have so I can hit it on power? Yes sir. [silence] Let me see. O.K.Uh huh. So the call it out, when I hang up the phone here. Uh huh. Obviously call it out. Oh sure. [silence] Uh, so uh huh. Uh so at uh uh so it looks.
50:00
Speaker 2
Yes. Mm-hmm. Okay, that's good. Mm-hmm. So basically, we're able to change now. You have now... You may update the name of all... You may now update your notes. So if you take note of all the names of your networks, so that in case you need this in the future, you have notes. You can save it onto your phone. You can open notes, type the SSID and the password for 2.4 and 5 GHz.
50:00
Speaker 1
OK. All right. Well before I called you, the app on my phone went cuckoo. I couldn't even do it. I couldn't access the app. Um, [silence] Okay. [silence] It's connected.
51:00
Speaker 2
Okay. For the app, sir, we could probably try to access it locally, but managing the router via cloud or via remote, this device will no longer work, since it's no longer supported. This app, so we could try to use as a local access. So on the app right now, Kindly open the app. And then, when you open the app, what's on the page right now? And then does it shows your not work like it shows how many nodes connected, how many devices?
51:00
Speaker 1
It's kind of going through a setup thing again. Check for internet connected. Continue properly for just having me log in again. Email and password. Right below that. Um, log in and create account. Skip for now.
52:00
Speaker 2
OK, right below that, is there an option for router password? Yes. There's no option for router password, router login.
52:00
Speaker 1
yes. it says I must enter something. no, skip for now. okay please wait. create your router password. um create a router password. do you suggest that that password be different than the other one? yes. yes. Uh oh. No. it's got it's got to have 10 characters.
53:00
Speaker 2
Okay, can you click on skip for now? And then, it asks you to, mmhmm. Yes, you can try that once. Or you can use your, um, try to use your Wi-Fi password, sir, if that will work. This is for the router password.
53:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] All the boxes are checked. Um, I'm doing a hint. I wish it.
54:00
Speaker 2
Mm-hmm. Huh? [silence]
54:00
Speaker 1
OK, I'm progressing. Becky was you asking about whether we have to change it on the TV or not? OK. OK. The app says configure your Wi-Fi network and it's going through the process. The question that I have while this is configuring the app on my phone is that now I will have to change the I'll have to change the TV setting. Is that correct? Yeah.
55:00
Speaker 2
k you need to reconnect your TV to the network whichever is detected on your TV if it is the two point four or the five [silence] Mhm
55:00
Speaker 1
Something went wrong and we couldn't transfer your Wi-Fi settings. Enter them manually for to connect automatically or choose something new. I can completely close the app. Yes. Okay. I've closed and reopening. Loading the set up experience. I don't want to continue set up or complete the setup.
56:00
Speaker 2
So how about this? Can you cancel it and then can you completely close the app? After you completely close the app, okay? Then we'll w open it again and then we'll see.
56:00
Speaker 1
uh, the the complete setup is highlighted. I do have the option to I don't want to continue to continue set up. Complete set up, quit set up. If you choose not to complete set up, your network may not work properly. Okay, it's configuring. This could take up to a minute. The bar is about halfway across. Okay, now I'm back to the.
57:00
Speaker 2
Okay, the only option is, I don't, hmmm... How about just click on continue? Uh, I don't want to continue the setup. Check what will happen. Um, Do you select again? sir, you're on complete.
57:00
Speaker 1
Uh... I am to name my Wi-Fi. Pick something memorable and secure on my Wi-Fi name. Uh no, I don't. Not on that. No, it doesn't tell me no.
58:00
Speaker 2
and what options do you have sir? do you have the option to do you have the option to skip or? um it did not tell you if that is a 2.4 or 5 right?
58:00
Speaker 1
Well, I guess I. not do that and don't use the app. that what I do. Yes. Okay. Okay, so essentially I won't I just won't use- I won't be using the app anymore, correct.
59:00
Speaker 2
even setting up this one. If like, for example, you lost internet connection and you do the reset, the app could no longer, like, setup the, the node or the router. So you have to do it manually. That's why we have this user interface, the web-based using the browser to access whatever settings that you'd like to change on the router. We recommend it. To use this page, the 192.168.1 browsers, because that is more accurate. It's a direct access to the settings to your router. uh-huh?. uh-huh. Yeah. Yes sir. You can ignore it. And if ever you need settings to, you need to like change the password. You want to check what's the user settings that you want to do.
60:00
Speaker 1
Okay. Any instructions for. The changing of the Smart TV. It's a Samsung? Yes, a Samsung. It's a, um. I'm changing it.
61:00
Speaker 2
Wi-Fi settings. You can arm, use again, that192.1.3, that168.1.1. Access it on the browser. Okay? Um, what is your smart TV, sir? Is it, um, Samsung? Is it? Okay. All right. On your TV right now, let me try to get you with that. Sure. I'm not really familiar but let me try. Um, on your Samsung TV, use the remote and go to menu. When you go to menu,
61:00
Speaker 1
Bear with me here just a second. Well, I haven't used this in a long time.
62:00
Speaker 2
They have the option Network Settings. [silence] Okay. [silence] How about go to settings? Or it could be all settings or it could be general
62:00
Speaker 1
General. Something clicked. I. have a network option. It took me back somewhere else. going back network I got system manager or network or system manager any idea network that works status open
63:00
Speaker 2
[silence] yes click on that. [silence] Yes. Uh network select network.
63:00
Speaker 1
Network settings, reset network, expert settings. [silence] Yes. [silence] Uh, I get the option of wire, wireless, and searching for, yes, searching. Um, [silence] Not the new one. [silence] It shows that, the, the new one is Earl Home 2.4. [silence] The oldest was just Earl Home. [silence] It does give me the option.
64:00
Speaker 2
uhm open network settings uh and am i looking at the right place yeah select wireless okay does it show the name of your network on the uh not network not the new one what's the name uh of the uh but it shows [silence]
64:00
Speaker 1
Yes, I just hit refresh. It's scanning again. I didn't see it. I hit refresh again. Okay. Okay. It's checked. The old one and it says 5 GHz is checked. It was already checked though. Success TV is connected to internet. [silence] Well, that's good.
65:00
Speaker 2
Can you try to, are there the option to scan the network again? hmmm. how about try the name that has been detected there, the name of the network? Maybe it did not just display correct uh like completely. Mmmhmm.
65:00
Speaker 1
Good, okay. Open networks. I wonder if I should try to add. It doesn't it didn't it did not show that the new, the new name, I'm [silence]
66:00
Speaker 2
check if can access now the internet please try open YouTube if you have YouTube but it shows the text right but it shows when you open YouTube
66:00
Speaker 1
Well, okay. Bear with me, I'm almost done with this.
67:00
Speaker 2
K.
67:00
Speaker 1
Do you know the SSI D of the network or is that something I recorded? It is OK, all right, yes, OK, it is. Yeah. OK, OK, all right. OK, It's checking again. Um. TV is connected.
68:00
Speaker 2
The SSID is the name of your network, sir. SSID is another terms for the Wi-Fi name.
68:00
Speaker 1
you're speaking to the internet connect to the open network settings you're right it may just be that it didn't pick up the name right repeat that please it is yes one moment please let me one moment please
69:00
Speaker 2
uh it is uh yeah it did not display it did it it pick up the it get pick up sir but it did not display the complete name maybe it's kind of too long but um right now it says there's a check mark and she's connected try to check now if it is online check if it is online check if you can um online okay that's great so um all your wireless devices is not back to the network so is there anything else that's is okay all right bye uh-huh uh-huh mm-hmm alright um okay everything is um uh the thing is um uh uh not working so
69:00
Speaker 1
I click to my my uh my laptop and I can close out everything that I opened previously for len'us, um. I got to turn it back on. Um. I'm reconnecting and I just went to Amazon. I just went to Amazon.
71:00
Speaker 2
yes sir and by the way before we um uh yes sir you can close that then make sure that your laptop is connected to the Wi-Fi again Okay.
71:00
Speaker 1
And... Okay. All right. So, I've, I've been, uh, I've been sent a receipt for the $15. I did. I have. So, everything seems to be in good order. I'm, I don't believe so. You've been most helpful. Thank you. Thank you, you as well. Bye-bye.
72:00
Speaker 2
All right, that's good, so. Okay. The, uh, yes, sir, did you check, you may try to check your email, um, if you receive the receipt. Okay. Mm-hmm. All right. Okay. All right. So is there anything else, sir? You're Welcome, sir. So you may also check our website for updates, support.linguistics.com. So, thank you for calling LingSuit, sir. This is Carla. Goodbye for now, and have a great evening. You're Welcome, sir.
72:00