V2 Rubric Detail — 6e468488-75a3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 23:20
Duration
14m 29s
Contact
Sarge Marokhovsky
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135572
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_No internet wired and wireless.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall48.5% (+4.5)

V2 Grader Summary

The agent maintained call control and communication but failed to resolve the connectivity issue or use essential tools like the router admin interface. While the EA7500 V2 is out of warranty, best-effort troubleshooting was incomplete. Escalation was not warranted as the issue remained within L1 scope. The outcome is Partial Resolution due to limited progress and lack of tool use, despite ownership and basic guidance.

V1 Case Analysis

Customer reported EA7500 V2 router provides Wi-Fi but no internet despite working modem. Performed cable swap, factory reset, and power-cycle. Agent incorrectly stated model is end-of-life and no longer supported; no warranty verification or RMA offered. Call ended with upgrade suggestion and KB article.

Troubleshooting Steps
  • Verified modem works via direct laptop connection
  • Swapped Ethernet cables between modem and router
  • Performed factory reset (30-second hold of red reset button)
  • Attempted to connect to default Wi-Fi SSID
  • Power-cycled modem first, then router
Key Observations
  • Agent incorrectly stated the EA7500 V2 is end-of-life and no longer supported, contradicting potential warranty eligibility.
  • No warranty status verification or RMA offer was made despite possible hardware failure.
  • Factory reset and power-cycle steps were performed correctly, but outcome was not confirmed.
  • Call ended with vague upgrade advice and no clear next step for the unresolved issue.
  • Agent provided a KB article but did not confirm its relevance to the issue.
Positive Highlights
  • Collected serial number and customer contact details accurately.
  • Provided clear, step-by-step reset and power-cycle instructions.
  • Verified modem functionality and cable integrity as part of initial troubleshooting.
Agent Errors / Gaps
  • Incorrectly stated the EA7500 V2 is end-of-life and no longer supported. The KB does not confirm this model is unsupported; firmware updates and warranty may still apply depending on purchase date.
  • Did not verify warranty status or explore RMA options for a potentially defective unit.
  • Failed to confirm whether the factory reset resolved the issue before concluding the call.
  • No escalation, callback, or valid next step was offered after troubleshooting failed.
  • Suggested a hardware upgrade without establishing warranty eligibility or confirming hardware failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded with 'Perhaps time for you to upgrade your router' and stopped troubleshooting without restoring internet connectivity or confirming a hardware fault.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent guided customer through reboot and factory reset, but did not attempt to access router interface or check WAN settings, missing key diagnostic steps.
R3 Not Met Correct resolution path conf 96%
Agent concluded the router was end‑of‑life and suggested only a reset or replacement, without confirming warranty status or offering best‑effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (‘Wi‑Fi system not providing Internet but modem works’) and asked about cables and power cycles, but missed several key diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 96%
No attempt to guide customer to http://192.168.1.1 or check router status; admin interface was a necessary tool for diagnosing WAN connectivity issue.
T3 Partially Met No misinformation conf 92%
Instructions for reset and power cycle were correct, but claim that EA7500 V2 'no longer receives firmware updates' is inaccurate per KB — auto-update remains functional even if infrequent.
Communication
C1 Met Clear & professional language conf 97%
Agent maintained control throughout, structured the call logically, collected required info, and transitioned between steps clearly.
C2 Met Confirmed understanding conf 95%
Used plain language, confirmed understanding on email spelling, avoided jargon, and adapted to customer’s pace during reset attempts.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and followed through on promised email article.
O2 Partially Met Proactive follow-through conf 93%
Promised to send setup guide via email but gave no timeline; no follow-up commitment beyond that.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation occurred and none was warranted — issue was within L1 scope (connectivity troubleshooting), and agent performed basic steps before concluding OOW support.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation occurred and none was warranted; E2 cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent was polite and said ‘I’m sorry, just to set your expectation,’ but did not acknowledge customer’s frustration after failed reset or sudden failure.
X2 Partially Met Tone & rapport conf 89%
Maintained consistent tone but did not adjust pacing during customer’s confusion about lights or password entry; missed opportunity to slow down.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number, spell email multiple times, and perform multiple resets; agent could have reduced effort by using known model defaults.
Call Transcript30 turns · 30 lines
Speaker 1
Good afternoon, sir. I hope you're having a nice day so far.
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 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 have your devices 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. Hi, thank you for calling linksys. My name is Raquel and how may I assist you today?
00:00
Speaker 1
with my linksys router um I uh call spectrum who is my uh internet provider we tested the modem the modem is fine if I connect my laptop to the modem directly it works fine um but then once I connect the router to the modem and then I try to get my laptop and phones to connect on the wifi uh they do connect on the wifi but there's no internet access uh yes okay let me uh the the serial number is oh
01:00
Speaker 2
Mhm. I see. So, the Wi-Fi system is not providing Internet but modem is working fine. Thank you for all the details. And for me to properly address you with that. May have the serial number of your Linksys router on at the bottom.
01:00
Speaker 1
uh, 1 8 L 2 1 S 0 7 9 1 0 6 8 1. Uh, yeah, uh, EA 7500 V2. I believe so. UH first name is Serge, S E R J E. Last name is Marikovsky. let me spell it, M A R O K O V S K Y. So it's uh
02:00
Speaker 2
And I have also the model number showing at the bottom. All right. Okay. Thank you. And is this your first time calling Linksys? Allow me to create our record here. May I have your first name and last name? Mhm. all right. Thank you. And may I also have your email address?
02:00
Speaker 1
S Marikovsky, so let me spell it again. S M A R O K H O V S K Y at yahoo.com. Uh, V. So, yes, yeah, so let me repeat. So, uh, the email is S as in Sam, M as in Mary, A as in Andrew, R as in Robert, O as in Orange, K as in Kilo, H as in Henry, O as in Orange, V as in Victor, S as in Sam, K as in Kilo, and Y as in Yellow. And it's at Yahoo.com.
03:00
Speaker 2
All right. Thank you. And by the way, just to make sure if I got the letters correctly. So after the K, is it B for boy? V for Victor? Okay. All right. Thank you.
03:00
Speaker 1
It's 781.7. 4 1 4 0 2 7 4. [silence] Yes, I have. [silence] Both and on a few occasions zeroed this afternoon. [silence] Yes, I have. [silence] I have two cables. [silence] I'll replace them Er, I mean I
04:00
Speaker 2
Okay. And your phone number as well, in case we get disconnected I'll be able to call you back. Mm-hmm. There we go. All right, thank you. And while my system is checking the warranty and support of your Linksys router, have you already tried performing reboot for your modem and the router? Okay, got it. And by the way, I was just double checking it here. This E7500 is actually a plug and play, so meaning it it can detect right away an internet from the modem. But have you also tried changing Ethernet cable?
04:00
Speaker 1
I swapped them. Um, and I do know that the original cable is working because when I use that to connect directly to my laptop, I have, you know, from the modem using that cable to the laptop, I have connectivity.
05:00
Speaker 2
It works. All right, thank you. And by the way, I'm sorry, just to set your expectation, this model number has reached end of life and end of support, meaning, links is no longer manufactured and longer receiving firmware updates. So probably it could be a firmware issue. And it's not working at all. My recommendation for this, since we no longer provide technical support, try to reset it to factory settings. So what it's plugged in to the power source, press and hold its reset button for 30 seconds. And by the way, by resetting it, it will delete all the configured Wi-Fi that you have on it. And after reset, it will use the default Wi-Fi setting.
05:00
Speaker 1
[silence] so um there are two buttons on the back. there's a little blue button and a red button. the red one. okay. okay. um all right. and one last question, is um in the front, you know, uh where it says Linksys, um and it keeps on blinking.
06:00
Speaker 2
Wi-Fi Wi-Fi name found at the bottom, which is the Linksys Wi-Fi name, and try connecting to it. And if it's still no internet, then probably it's firmware. Use the RED button. That's the reset. Yes. Mm-hmm. Huh. Oh, I see that actually, like, showing a hardware like it's keep on restarting. So you can try the reset. To during the reset, make sure the light will go off. Like, it will off for a few seconds, and it will back to another light, then give it like around.
06:00
Speaker 1
Yeah okay so let me try to do a hard reset. And I hold the reset for how long would I see something changing or okay because I'm I've been holding it on this time. Okay. No. And it's blinking very slow. It's pretty steady. So I see the bar and i'm just going to go back right no. Okay the reset didn't work. Okay so I think it's definitely bricked. So I look bricked it takes a while to
07:00
Speaker 2
got one to two minutes to have a stable light if it still keep on blinking and you connect it to the default Wi-Fi name it's still the same then it's the router itself. [silence] 30 seconds. [silence] yes light should go off for a few seconds during the reset.
07:00
Speaker 1
The link is in front is blinking very slowly. Now, it's off, it's off completely. so. Uh, it's back. Okay. So I can let go, I suppose? Okay. Yes, it is. Yeah, let me see. So, it's restarting. It's blinking. Um, let me see if i can see the default Wi-Fi for it or not. Um,
08:00
Speaker 2
okay next. All right that should be yes. And then observe again the light check if it does any blinking light on the Linksys logo and wait for a minute or two check if it's showing now the default WiFi name. And try connecting to its WiFi and by the way the modem right that's still connected going into the internet port of the router right? You sing the cable. Okay that's great.
08:00
Speaker 1
Okay. So the light is fully on on the Linksys in the front. And let me see. What I see out there. I don't see it. Um, so, yeah, so in in the back of the router it says wireless network Linksys 10,681. So that's what I I just see it. Okay. Okay. So give it the.
09:00
Speaker 2
Okay. Uh-huh. Yes. Uh-huh.
09:00
Speaker 1
password [silence] it's coming through, it's a little bit hard to read [silence] but I'm getting there. Oh wait, let me double check, okay, I think that's the right password. All right, let's see. Connecting obtaining IP address. [silence] No, it says my phone is saying connected, but no internet access.
10:00
Speaker 2
TSA, first thing, don't use default passwords. Yeah, okay. Okay, okay, okay, see, can also try one more from the- try performing a boot up sequence and plug the- network router from the power source and plug the modem. Turn the power on the router.
10:00
Speaker 1
Okay, uh, so I power off both modem and router and then in sequence, I power back on the modem first and the rounder. Okay. Yeah, I maybe that's kind of a pain. But let's see.
11:00
Speaker 2
from the power source, give them two minutes while being unplugged. And after two minutes, plug it in first, load them, wait for it to go online. Then next will be the Linksys router. Then give again a minute or two to stabilize. Then try connecting it to its Wi-Fi. Yes. Mm-hmm. Yes. Okay. Okay. It's still issue purposes and it's um still now Wi-Fi on the router. Perhaps time for you to upgrade your router Sir. Yes. Mm-hmm.
11:00
Speaker 1
Again, it's strange because it happened all of a sudden, like maybe an hour ago. What's the latest model of Linksys? Okay. Do you offer any discount for existing customers that are not having good luck
12:00
Speaker 2
Mm, I see. Uh, right now, the latest one that we have is the VeloPro seven. It has a Wi-Fi seven technology. And your current one has a Wi-Fi five AC. So the MVE 7000 VeloPro seven. That's the latest model that has an up-to-date Wi-Fi technology. Offer. Uh, unfortunately, as much as we want to provide your discount at the moment, we are not selling it. But,
12:00
Speaker 1
Okay. Okay. I will check that. Okay. If if this router comes back and it works fine, in order for me to go back to the the previous Wi-Fi settings, uh, I will need to, you know, rename the, um, the, the the Wi-Fi name. So I don't have to change all my devices and stuff, right? In
13:00
Speaker 2
You may check it on through Amazon authorize online store or other authorize online local store. All right. Thanks correct to configure the Wi-Fi I can send you an article guide instead since I will no longer provide further technical support for this model. You can follow the article guide that I'm going to send it to your email. How to log into it shall be sent.
13:00
Speaker 1
Okay, okay. All right, well. No, no, that that's it. Yeah. Thank you so much. Appreciate it. Have a good day, too. Bye bye.
14:00
Speaker 2
All right. Anything else for your link? All right. This once again raquel Sarge and thank you for your time. Have a wonderful day and thank you for calling This take care. You're most welcome. Me too. Bye bye. bye
14:00