V2 Rubric Detail — 6eec8018-6027-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:09
Duration
65m 36s
Contact
Victoria Adefina
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132249
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60CF Multiple Devices Cannot Connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (11 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.50/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall68.8% (+16.8)

V2 Grader Summary

The agent conducted logical troubleshooting (T1 Met, T2 Met), made a justified escalation after meaningful progress (E1 Met, E2 Met), and maintained ownership (O1 Met). Despite communication gaps and minor technical slips, the interaction followed proper protocol for a complex, unresolved issue on a new in-warranty device.

V1 Case Analysis

Customer unable to connect phones to Wi-Fi; agent accessed admin page, changed security mode, issue persisted; escalated to Level 2.

Troubleshooting Steps
  • Collected model/serial information (initially incomplete).
  • Guided customer to access router admin via myrouter.local and 192.168.1.1.
  • Displayed Wi-Fi password and changed security mode to WPA2/WPA3 Mixed Personal.
  • Instructed to forget the network on phones and reconnect.
  • Verified only 3 devices connected, contradicting ISP claim of 20+.
Key Observations
  • Agent eventually identified correct model (SPNM60CF) and serial (72E10M2AF23H31) after initial confusion.
  • Customer confirmed only 3 devices connected, disproving ISP's claim of 20+ devices.
  • Security mode change did not resolve issue and may have introduced instability.
  • Agent attempted escalation only after multiple troubleshooting steps, though core WAN check was skipped.
  • Call included long unexplained silences and chaotic transitions, especially during hold and post-hold.
Positive Highlights
  • Eventually captured correct model (SPNM60CF) and serial number after initial difficulty ([08:00]-[09:00], [64:00]).
  • Successfully guided customer to access router admin via both myrouter.local and 192.168.1.1 using a connected tablet ([17:00]-[24:00]).
  • Verified actual connected devices (3) and correctly challenged ISP's claim of 20+ devices ([30:00]-[31:00]), providing value.
  • Escalated to Level 2 with clear callback expectation after meaningful troubleshooting ([62:00]-[64:00]).
  • Maintained composure despite customer confusion and technical obstacles.
Agent Errors / Gaps
  • Failed to verify WAN/Internet status before changing Wi-Fi settings ([00:00]-[30:00]).
  • Provided confusing, repetitive instructions and long unexplained hold periods ([42:00]-[46:00]).
  • Changed Wi-Fi security mode without diagnosing a need, potentially destabilizing the network ([46:00]-[49:00]).
  • Spoke over the customer multiple times, disrupting flow and understanding ([34:00], [47:00], [54:00]).
  • Misdirected troubleshooting post-hold by referencing 'flapping of nodes' and 'parent node' despite no evidence of mesh topology ([53:00]-[54:00]).
  • Failed to confirm firmware version until late in the call ([58:00]), missing early opportunity for update check.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalates without resolving the issue: 'I will be escalating this call to our advanced team... they will call you back.'
R2 Met Diagnostic thoroughness conf 90%
Agent guides customer to access router via http://myrouter.local, checks WiFi settings, changes security mode to WPA2/WPA3 Mix, and instructs to forget/reconnect devices — all relevant, sequential steps.
R3 Partially Met Correct resolution path conf 85%
Agent attempts troubleshooting on a new SPNM60CF (in-warranty), but escalates prematurely instead of completing full diagnostics; best-effort was shown but not exhausted.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies symptom ('unable to join network'), verifies connected devices, checks WiFi password and security mode — logical diagnostic path focused on authentication failure.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately uses customer’s tablet to access router UI (http://myrouter.info for SPNM), reviews settings, and makes configuration changes — correct tool for scenario.
T3 Partially Met No misinformation conf 85%
Agent initially says '192.1680.1.1' (incorrect), but quickly corrects to '192.168.1.1'; also misreads password format but recovers — minor inaccuracies with recovery.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic control by guiding steps, but call has long silences, repeated info requests, and lacks clear framing or transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent uses some technical terms (e.g., 'security mode'), but adapts by walking through steps slowly; confirms understanding intermittently despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent creates case, gathers model/serial, collects contact info, performs troubleshooting, and escalates only after meaningful effort — demonstrates ownership.
O2 Met Proactive follow-through conf 95%
Agent clearly states: 'they will call you back in about 2 to 3 hours' and confirms callback number — specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation follows reasonable L1 troubleshooting (router access, config change, reconnect attempts); issue persists, justifying L2 escalation for deeper analysis.
E2 Met Escalation prep & handoff conf 90%
Agent escalates to 'advanced team', provides callback window (2–3 hours), confirms phone number, and documents case — complete escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologizes once ('apologize about the inconvenience') and acknowledges wait time, but does not explicitly recognize customer frustration or repeated efforts.
X2 Partially Met Tone & rapport conf 80%
Agent maintains calm tone and repeats instructions, but does not fully adapt to customer’s emotional state or disengagement; some pacing issues due to silences.
X3 Partially Met Overall experience conf 80%
Customer repeats serial and password due to connection issues, but agent uses info to verify router and proceed — some repetition unavoidable in context.
Call Transcript106 turns · 115 lines
Speaker 1
Yeah, good evening. Your colleague just gave me, Community Fiber just gave me this number now. And I've been having issues connecting my connecting I'm trying to use the Wi-Fi, you know, connected with my phone and it's not going through I've been having that issue for the past few days now. But when we go outside, like yesterday, I took the phone to EE because I was thinking maybe the phone that is faulty. So I took the phone to EE and then I used their their Wi-Fi I was able to
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thanks for calling Linksys technical support. My name is Ellie. How can I help you? [ silence ] Yeah.
00:00
Speaker 1
connect to their Wi-Fi. Getting home again, we've been having that issues. So I call the community fiber now and they they told me the guy that I spoke with told me that uh there's a lot of devices connected to my phone. And the only device that I can say is connected to my phone is is uh is the PS5. Taking it is sorry. Do you know what they are up? Do you know what they are up? Do you know what they are up? I'm trying to, you know, connect to
01:00
Speaker 2
okay um okay and um I just really want to make sure about this one since you mentioned about um accessing your router, so um are you trying to access um to access the router settings of your phone and the app like uh remotely or locally while you are connected to your linksys Wi-Fi network?
01:00
Speaker 1
[KEEP_UNCERTAIN] The, uh, the Wi-Fi because I'm trying to set up the phone, my new phone. So, I'm trying to connect the, the, the Wi-Fi because they are saying that I should I should - it should be connected to the Wi-Fi. So, it's saying not connected despite the fact that the green, green light is highlighted on the Wi-Fi and it's saying not connected. So, when I click on my username like Community Fibre, it's saying unable to join the network. Chaun-Chaun-Chaun-Chaun-Chaun-Chaun. Chaun-Chaun. Chaun-LaLa. LaLa-LaLa-LaLa-laLa-laLa-LaLa. LaLa-LaLa-LaLa. But when you go outside, like, if I go to the shop now and I use their Wi-Fi. I - I was I was able to connect with their Wi-Fi. But your colleague was telling me now that there is a lot of about 21 devices connected to the Wi-Fi. And I said, how come because I don't use Wi-Fi I've got and - the phone contract that Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
02:00
Speaker 2
uh Mm-hmm. okay I see so it's about okay I see Okay. I'm okay. Can you give me the model number and the serial number of your Lynx router? [silence] Okay
02:00
Speaker 1
[KEEP_UNCERTAIN] Is this one of these boxes? Hello? I said, I want to check the box. okay. I don't need to create a picture. No. I'm sorry. I just want to take a picture so that I can see. Yeah, it's 7201. That's what I'm giving you. Yeah, SN, isn't it? Is that not the serial number? It's SN. It's S. And yes.
04:00
Speaker 2
[silence] [silence] can you give the [silence] Serial [silence] number please? [silence] Okay uh Ma'am I actually did not hear anything. If you were, you know, uh giving it earlier, I did not hear anything, but how about with this one, mom? It seems like the connection is not really that good. Um, can you disconnect the call for the meantime and then I'll be calling you back with the same phone number. That's 447-432-587. I, I can hear you now. Yeah, can you give me the serial number, please? I'm so sorry. 72E Eagle 10M. Mario.
04:00
Speaker 1
Y. a. 2 a 2 a. 2 alpha. Uh that's right. Thank you. Yeah sorry come on family relationship. No sorry anything that you said You said what? Yeah this is my first time. My name is Fexur.
06:00
Speaker 2
2 E echo f. Okay 2 for all a 2 A alpha F for Frank 2-0-4-7-8. Okay, okay, I just give me one moment. Let me just check on something here. And by the way, is this your first time calling linkses. Is this your first time calling linkses? Okay, okay. Let me just go ahead and create a record first for this conversation. Can I have your first name? First name. your first name. I Okay, but
06:00
Speaker 1
Adesina is ADE S I N A my current email address is different from the one because they are I'm just trying to change the email address with you guys now because my other email address has been hacked and the police said while investigating I should not use it for now okay First
07:00
Speaker 2
Victoria. Okay, and can I also have your last name? Okay, thank you so much, Victoria. okay. And, Victoria, can I also please have your current email address? [Silence] Okay. Okay, okay. So uh, let's just uh, leave it blank for the uh, for this uh, as of this moment, okay? Let me just leave it blank. Okay. And how many linksys routers do you have Victoria? Okay, so you have two in total. Thank you so much. Uh, Victoria, can you check if you can see the model number under the uh router. Yeah, that should be starts with SP& something like that. Yeah, and the second one is the second one is that SPN uh something like that. Yeah. Yeah. Yeah, it's uh SPN something like that. Yeah. Yeah. Uh, yeah, it's a LinXis and the model number is SPN. Uh, 55353535353. Uh, yeah, and uh, the model number is SP and it should be starts with SP& yeah SP& something like that. Uh, yeah, and the model number is SPN 6 and yeah.
07:00
Speaker 1
it's SPN M M for mother 6 0 C for Charlie F for Frederick then hyphen UK hello yes hi we're glad you're beautiful collective and thank you for joining me
09:00
Speaker 2
Ah yes, Victoria. So your community, I mean, your Internet Service Provider is Community Fiber. Okay. Uh, by the way, Victoria, did you customize your
09:00
Speaker 1
no. okay one minute connecting they say a new side okay it's coming to fiber I need it for 31 D because I can't read with my glasses on
10:00
Speaker 2
Okay. So, to be clear, you want to change your Wi-Fi name. Okay, so it should be under, under the default Wi-Fi name. So can you tell me what is the default Wi-Fi name underneath the router? Should be like a Community fiber something like that.
10:00
Speaker 1
My eyes are doing poor. Can you take the table so that I can the don't it. Oh, what can like. Yeah, it's community fiber 10 GB 14476. Yes. Before I okay, so like, so that we can like mine, I don't use Wi-Fi because I've got enough data that will sustain me for the whole month. So I don't bother to use the right my phone is not connected. My son's phone is the one that we are trying to connect now. [silence]
11:00
Speaker 2
okay so that's the Wi-Fi name that shows underneath there okay um by the way uh Victoria how many devices that are not connected or cannot connect to your internet
11:00
Speaker 1
so none of the two phones that my son got is not connected with Wi-Fi because he's just trying to reset it after buying a new phone and that's what he's been trying to do and we've not been able to connect it with Wi-Fi. But when I called community fiber now, the guy that I spoke with customer service support. Or whatever I spoke with told me that I have about 20 devices connected more than 20 connected to the router. That's why he said I should call gave me the number to call you.
12:00
Speaker 2
Uh-huh. Uh-huh. Okay. Okay, so the person from the community fiber uh-mentioned that there are, I mean there are plenty devices that uh that is currently connected.
12:00
Speaker 1
I was shocked that more than 20 has now. I asked him to mention, like a few of it so that I can report it to the police because they are still investigating. I thought maybe the hackers are the one using the, because I don't know maybe my son, when he's online is not being careful. The reason why I got this Wi-Fi, I was with community fiber before, but because my phone was hacked and then, I was quite worried about my IP address. I said, maybe if I take this contract, they should take the old one and give me, uh, I can't remember the, the, the one that I asked them to give me now. The one I was using before is not, um, it's, it's actually better than this. This is just a waste of money anyway. Because I never had any issues with, uh, the, the one I was using before.
13:00
Speaker 2
more than 20. Mm hmm. Okay. [silence]
13:00
Speaker 1
Not even once. I don't have any laptop that I'm using now. I have my iPad. My iPad connected to the Wi-Fi. My phone is not connected because my Wi-Fi. And then I've got a tablet that I'm using. My iPad and another tablet that I'm using. So those are the only, yeah, those are the only two. Sorry? Lenovo, is that Lenovo.
14:00
Speaker 2
Okay, um, by the way, Victoria, how many phones do you have? How many laptops do you have? Or how many computers do you have? How many computers do you have? Okay. Okay. Okay. Your iPad. Uh-huh. So, um... And and this tablet, uh, Mm-hmm. So these this tablet that are connected. Yeah, I was actually about to ask, like, since you mentioned that uh,
14:00
Speaker 1
yeah, so that's the only two connected and PS5 that my son use in his room. great. thank you. yes. so when your colleague said it's over 20 devices, that's what I really want to establish so that I can feedback to the police. is all that's connected. yeah. uh like I have I have I have two phones. My son has got two phones as well. So the both my phones are not connecting to the Wi-Fi. Both remote [silence]
15:00
Speaker 2
Okay, so this is a Lenovo tablet, and it is also connected to the internet. Okay. Okay. ES5 is also connected. Okay. So how many phones that are not connected? Is the, uh, is it only two or there, are there more phones? Uh-huh. that can you confiscate. Okay, and how about your son's phone?
15:00
Speaker 1
My what? My son's phone is not connected. This is he just got a new phone and we are trying to set it up. That's why we are having issues. [silence] Both his phone are not connected and mine is not connected. None of my phone is connected either. [silence] You are not making sense. You're not treating me. Okay, you're not crazy. It's the first thing to pop up for saying or thinking whatever you were saying or thinking. You're not crazy. [silence]
16:00
Speaker 2
your son's phones mm-hmm Okay connect oh okay so both of your son's phones are also not connected both of yeah both of his phones okay okay okay okay thank you thank you so much for that clarification so uh let me just go ahead and check it um let me just uh verify this one uh one moment Victoria, okay? Because I am creating a re
16:00
Speaker 1
It's us. You sit outside. Like you're not the only person that sees Ghosts do appearances sorry. Like One minute. One minute. I'm just trying to see State on.
17:00
Speaker 2
record for this conversation. Just give me a minute. okay, Victoria, I need your help for this one. So, since the laptop is already connected to your Wi-Fi, let's use, I mean, the iPad is connected to the Wi-Fi, so let's use this iPad. Um, open a browser from this iPad, please, Victoria. So, once you are already on the browser, type in H.T.T.P colon.
17:00
Speaker 1
pk
18:00
Speaker 2
Okay. So HTTP colon, forward slash, forward slash, my router dot local.
18:00
Speaker 1
Myra lulad.dolocal. Yes. nm. Nothing is showing. I'm still waiting. I don't know why it's taking so long for me. [silence]
19:00
Speaker 2
Yeah, so that should be http, colon, forward slash, forward slash, my router. local. Okay, and then just hit enter from your keyboard. So, and what page are you right now, Victoria? Okay. Let me know if you are I, if you are being routed on a login page. [silence]
19:00
Speaker 1
http-dot. <start_of_audio>
20:00
Speaker 2
uh huh and H T dot dot like point that low that yes that local uh huh um it's not loading up or it's not it not doing anything uh huh
20:00
Speaker 1
I just want to try something first, maybe your phone is working. I mean, the iPad is actually, it's connected because I can Google other stuff and it's working. What is URL bar? Google the Chrome. Yes. Okay, I can see URL. Search Google or URL. Login Admin. I will never try it on this iPad because this iPad is hacked as well. They asked me not to use it. I will try it on the tablet because the iPad is linked with the phone that was hacked.
21:00
Speaker 2
put the numbers 192.1680.1.1 and then just hit enter ok yeah login admin so can you try the password that is under the router Yes, the [silence] ok so this iPad has been [silence]
22:00
Speaker 1
मेट piani i i I want to, I just got that phone number via Apple ID to receive your iMessages, FaceTime calls, and even text messages. Yeah, the Lenovo tablet is the one that I want to use now. [silence] If you remind me what you asked me to type again? [silence] [silence] Okay. [silence] 0.168 [silence] 1.1. [silence]
23:00
Speaker 2
okay yeah yeah okay so what I uh what I'm gonna do is uh so okay same thing once you are on the google uh put in 192.168 point uh point 1 it's 10.1.1 it's this one here is that so you wanna go back to it so 192.168 1.1 to go back to that go ahead and go back to that okay there we go okay so okay uh so um uh it can be this one Again, depending on your device
23:00
Speaker 1
your connection is not private okay yeah yeah okay yeah password give okay okay honestly this is doing it stressful
24:00
Speaker 2
And, uh, please fill big in English. Yeah, okay, so there should be an option to click on advanced. Okay, click on advanced or tap it and then scroll down. Then there will be an option that says proceed. Click on that. So, did it bring you on to the same page? Okay, now, yeah, use the router password that is under the router. I'm sorry,
24:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] Enjoying the games. [silence] I was I played something when I was going to. Yeah, so for [silence] I am not gonna get [silence]
26:00
Speaker 2
So um how was everything ma'am from your end? Are you already on the main dashboard of uh link sys or
26:00
Speaker 1
[silence] and the huckle huckle spast so password oh you all straight pause what the route out password is incorrect i don't know let me cry again lots saving your configuration and checking for software updates sorry yeah I can see it I can see the model and everything yes
27:00
Speaker 2
Which update is that ma'am? Is that update coming from the router? That update is coming from the router.
29:00
Speaker 1
Yeah. Mm-hmm. Mm-hmm. Yeah. I can see. Yeah, devices. Yeah. Three. Free. I don't know where your colleges.
30:00
Speaker 2
Okay. Now, can you click on Um, one moment so that we can be on the same page. So you are now on home and then you can see the word Internet online and then your wi-fi name, right? like community fiber and then on the second box that you can see, like says, my network. Can you see it? Okay. Now, can you see there the second box that's after the the word node? You can see devices. Okay. Okay. How many devices can you see from there? There should be a number. Okay. There are only three devices. Okay.
30:00
Speaker 1
another other more than 21 because I've never heard that before. Mhm. Exactly. These these are the only stuff connected. Any you saying that it's more than 25 there? That's why when I said just tell me any five devices that you see there and you can't even call it out. So it was lying. Absolutely nonsense.
31:00
Speaker 2
Yeah, for, okay. So for that one, ma'am, um, this, since you can only see three, so there are only three devices that is currently connected, yes. And that is your iPad, that's the first one. The second one is your Lenovo, uh, your, uh, your Lenovo tablet. Uh, well, uh, well, regarding that one, uh, yes, so regarding with that one, ma'am, so, whatever the community fiber told you, regarding with the more than 20 devices that are connected to your network, well, it's not true. And I don't know where did he get or where did she get that information. I don't know.
31:00
Speaker 1
That's why I was surprised. And I asked him to tell me few of those 25 that he mentioned so that I can mention it to the police because they are still investigating the hacking stuff. So he couldn't mention. He said he is going to give me links or whatever he called the company. Link this. So what is the problem now? What do you think I should do now? Because I don't know why we are not able to connect the other phones. Or does that mean that we can connect more than three devices?
32:00
Speaker 2
uh what you can see here yeah I don't know well I don't know ma'am because so um no Moo you can actually connect more than three devices on your router but let's go ahead and double check everything click on menu on the upper uh bar uh black bar on top tap uh click on menu [silence]
32:00
Speaker 1
No. yes. Inc... yes. Yes, I can see it. Um. Mmhmm. That's the same password. That's what. Okay, okay, yeah, I've got the phone here.
33:00
Speaker 2
Yes. and then click on incredible WiFi. Okay, so you can see there your WiFi name, right? Okay, and then under that is the WiFi password. Click on the i icon so that it will show your WiFi password. Do you have the same password that you use when you are trying to connect those phones? [laughter] Okay. Can you get those phones for me please? [phone rings] Get those phones for now. Let's start with your phone, okay? Okay, go to WiFi settings of your phone.
33:00
Speaker 1
Okay. I've selected theWi-Fie. You said I should do what? Okay, one minute. Yeah, it's an iPhone 17 Pro Max. [silence] Okay. Bye. Okay. Bye. [silence] We must say goodbye, Siri, click.
34:00
Speaker 2
Yeah, before you connect your phone to your network,
34:00
Speaker 1
I can't see any option that is asking me to forget. Okay, one minute, I've seen it. Forget the network. I should click, as you click on forget. Yeah, I've done that. Yeah. Okay, I've turned it off. Okay. Yeah. Yeah? Okay. Okay.
35:00
Speaker 2
Okay. Yeah, forget network. Yeah, forget network. Okay. Okay. You're done forgetting the network. Okay, turn off your wifi from the phone. Turn off the wifi from the phone. Okay, now, turn it on. And then look for your wifi name. That should be community fiber 10VV14476. Look for that wifi name. And then reconnect this phone. Use the wifi password that you can see on the screen from your tablet.
35:00
Speaker 1
I'm able to join the network again. This other phone. Okay, to connect another phone. Tollu. Bring your phone. Bring your other phone, please. What do you say? [silence] I want to go
37:00
Speaker 2
Unable to join network. Can you try connecting the other phone? Since you have two phones you mentioned earlier. So use your other phone. Connect it to the wi-fi. Yes. Use your other phone to connect on the wi-fi. Let's see if you still encounter the same problem. But before you connect, do it [silence]
37:00
Speaker 1
okay okay OK yes I enter the password
38:00
Speaker 2
I was actually about to say, like, um, do it again on this other phone, forget the network before reconnecting it again. Okay. Okay. Okay. Okay.
38:00
Speaker 1
Everything's here. I never had any problem with the one I had before. You don't even need to to like this one. And it's super fast. I don't know. It's not It's not working. Unable to join the network. I wonder what is going on here. [silence] I entered the right password. Yeah, the password is F R K y capital C U 6 capital H k blank underscore. Yeah, that's correct. You can describe increasing your social skills.
39:00
Speaker 2
uh let's make sure that we enter the right password memory okay let's just uh let's uh let's yeah let's double check it before we hit on join or connect does show your Wi-Fi password and then uh did you use it um so lower case s lowercase s uppercase C lowercase H capital G all lowercase so this is the password C H G 0 2 S S E X D ah okay let's try to connect
40:00
Speaker 1
Uh, F for Fredrick, N for November, Q, all lowercase, A-T, H for, uppercase, C, c, C, lowercase, U, 6, uppercase, H, W, K. That's the one. Um.[silence] Good.
41:00
Speaker 2
mhm, okay, So you should be all connected, so you should be connected to this one, but I let me just, So you already tried using two different phones, I
41:00
Speaker 1
yes, I'm, I'm using the second phone now the second phone is the one that you, asked me to delete the, the stuff and then I, reinstalled it again. I, I tried to, set up, set it up and it's not working. yeah, but when you go to E, E shop or go off Coqa shop, I can use their, password. I've said when I go outside to use their password, it's working. Like I was really embarrassed yesterday when I took you to EE and when I, they, they asked me to use their Wi-Fi and it was working, then. So it's definitely the Wi-Fi here. Okay, [silence]
42:00
Speaker 2
OK, give me... I'm sorry? But when... Ma'am, I will be putting the call on hold for like, about three to five minutes because I'll be pulling up my resources and see what is happening. Then I'll get back to you.
42:00
Speaker 1
Can I give you my phone number? Because The phone I'm using to call you is the one that you can call me on. The other one is active. Okay. Okay, one minute. It's 07432 587219. Mm-hmm That's right. Okay. Okay. Okay. Okay. Okay.
43:00
Speaker 2
okay, just, please stay on the line.
43:00
Speaker 1
Well they are all here Yeah. Thank you. Thank you I'm gonna go ahead and stop recording now.
44:00
Speaker 2
please stay on the line I'll be now putting the call on hold and uh let me just uh before that let me confirm all phones that we are trying to connect to your network are all Apple devices okay okay thank you so much please stay on the line okay [silence]
44:00
Speaker 1
Hello. [silence] Yes. [silence] What's going on? [silence] Okay. Yes. [silence] I still have each. [silence] Yes.
46:00
Speaker 2
Okay hello Victoria. So thank you so much for patiently waiting on the line. So can we go back to your Lenovo tablet? Okay from your tablet, do you still have the incredible Wi-Fi on screen? Um Victoria? Okay you still have it. Okay, uh Victoria, can you click um on the third pencil icon that's under security mode. Okay, click on that one. [ silence ]
46:00
Speaker 1
okay. mhm. okay. yes. click on okay. yes. I can see that. You mean, I should click on that WPA2 and WPA3 Mix Personal?
47:00
Speaker 2
Then look for WPA too WPA three mix. Personal okay click on that one and then save. Okay so right now you're okay just save the changes so right now you can now see security mode WPA2 slash WPA3 mix personal correct. Okay. Okay. Now can you try again to reconnect the phone? Either of the phones uh no I I mean we just actually changed the security mode of your Wi-Fi. So this is actually the most strongest security mode of your Wi-Fi and this is more the most secured.
47:00
Speaker 1
, [silence] But you say yes, guess, guess, should I highlight that one? I should leave it. Okay, so, I should put safe. So what do you want me to do? Safe? to save it? Yes, I've clicked on okay. So there's a safe highlighted down below. Should I click on that? , yeah.
48:00
Speaker 2
So, can you now try and connect your phone to your Wi-Fi, the phones that are not yet connected? No, no, don't uh, don't turn on the guest, um, network. Yeah, 'cause uh, you don't need it right now. Um, no. oh, okay, yeah, yeah, so after you change the security mode, scroll down and then click on save. so it will prompt and then just hit okay. so the router will, uh-huh. Uh-huh. So, just continue.
48:00
Speaker 1
So what should I do now? nope, nope, nope, nope. [silence] you asked me to uh go on incredible wifi, and then quick setup is highlighted here, and uh wifi community uh wifi name. yeah. [silence] wifi password is there, and then security mode is WPHA2/SWPHA3 mixed personnel. so. [silence] I'm saying should I save it? [silence]
49:00
Speaker 2
Yeah just continue or okay just click it to finish the changes. So is the changes successfully applied already? Is this um is the um the screen of your Lenovo is it now stop did it stop buffering right now or is it still loading? Yeah. Okay so did you already save this changes? [silence]
49:00
Speaker 1
because they are safe at the bottom. I said, shall I click on safe? Or what should I do? I haven't, I'm asking, should I click on it? Yes. You are updating Wi-Fi settings. Shall I press OK? OK. Processing. So, it's just processing rolling, rolling, rolling, now. makes me want to say, so much. I don't know if I'm doing it right. I don't know. Okay.
50:00
Speaker 2
Yes, Did you, Did you click the save? uh Click on save and then okay. and then just click okay. So changing Wi-Fi settings and then just hit okay. So that the um update of the Wi-Fi. okay
50:00
Speaker 1
I think it's saying changes applied or something. Okay. Shows fast 제일 접속 네트워크를 아직 두고 있어. There's no option to forget a network. It's just saying, join this network. Okay.
51:00
Speaker 2
Okay, so the changes have now successfully applied. Now, try to connect your phone again to the Wi-Fi. But forget the network first. Again, do the same process. Forget the network and then reconnect it again. Okay. What's going on? Click on join network.
51:00
Speaker 1
Let me pull the password. I'm unable to join the network again. What is going on? Oh What is going on here? Hello? Hello? You Salute to all the viewers and the heart line clear five spots boundary. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
52:00
Speaker 2
Yes. [silence] Can you turn off the phone and then turn it back on please? [silence] So, what we need to do right now, Sherry, is we're going to do like a flapping of nodes. [silence] So, um, flapping of nodes, being these current main nodes, uh, what we need to do is we're going to unplug this, uh, from the power, and we're going to just connect it to the modem. [silence] And we're going to use different nodes to be considered as the new parent. [silence] Alright. [silence] So, uh, first thing first that we need to do [silence]
53:00
Speaker 1
OK. Let's try again. Yes. I've just turned it on again now. So I'll turn the Wi-Fi off, then turn it on. FM.
54:00
Speaker 2
Sure, Ricardo, you need to unplug the current parent node from the poor, and then disconnect the cable that's connected to the modem, and just leave it on the plug, okay? No need to plug the water. Okay, well, so did you power cycle the phone? and then reconnect that, reconnect it again? Okay, thank you so much. Okay, thank you. Uh-huh. Get one of the child nodes uh, plugged up and powered it on first. And then once it's powered on, you plug your software into it. And then you're gonna connect it to the modem so that you can go and plug power cycle the phone and then reconnect that, reconnect it again. [silence]
54:00
Speaker 1
[silence] unable to join the network community fiber this network is operating on Wi-Fi channels in used by several Well, uh, order, other nearby networks. Restarting your wireless router, they allow it to automatically choose the best channel to use and may resolve this problem. I think I'll prefer the one I had before if they can bring the one I had before because I never had any problem with the one. Uh? No, no, uh, community fiber, the one that I was using before. I thought this one is even better than the other one. I never had issues and the other one is super fast as well. I can't remember the one I had before. I think this one is higher, the gig is...
55:00
Speaker 2
now what do you mean by that one uh-huh so uh this is your second um Linksys router or hmm okay
56:00
Speaker 1
um, okay I'm there now, OK Let's continue, that's what, OK Good evening, 1.0 0.15 0.260 12307
58:00
Speaker 2
Okay, um, let's Okay, can we go back to the main dashboard? Mam. Where you can see like a good morning, good afternoon or good evening just yeah, just just click on home that yeah. Click on home. Okay. Can you check Okay, can you check under um internet online where you can see the Wi-Fi name? There should be a firmware version can you check it for me, please?
58:00
Speaker 1
no two three h to one serial number isn't it seven two e one zero m two a f two three h 31. yeah number h 31.
59:00
Speaker 2
Okay, thank you so much. And can you also Please double check it's on. It's on above. Um firmware if I got the right serial number 72E Echo 10m Mary number two and then A for Apple F for Frank 20478 [silence] mm-hmm. okay. [silence] all right. all right, thank you so much for that. [silence] so what we need to do right now, sure, is [silence] h3 one it's coming to the modem.
59:00
Speaker 1
Notes. Where can I find that? Okay, my network. Yeah. Yeah. Yeah. Yeah, I've done that. Yeah.
60:00
Speaker 2
okay two three eight three one. okay, let me just double check this one. ok. Um, thank you so much. And uh can you also check, uh can you click on the node that's under my network? Miss Victoria. Yes. Um that just below firmware. Yeah. Okay, click. Yeah, that one. Click on node. Yes. That's my network that connects to the gateways from uh from my uh competitors. Okay. Okay. And then on the first uh box that you can see, look for the word um IP address.
60:00
Speaker 1
Yeah I can see but its true WAN IP address at y and then LAN which of the one well boat because it is not there when i click on it something is happening okay the WAN 1 is 147 12.155
61:00
Speaker 2
okay, can you give me the, okay, can you give the two please, one and LAN, the WAN and then the LAN, yes. ah no, give, uh give me that information. what are the, no, what are those numbers? all right, can you please can click and connect to that? and the password is the one that is on the bottom.
61:00
Speaker 1
0.62. 192 point 168 point.
62:00
Speaker 2
Okay. And how about the LAN? [silence] Okay, thank you so much. [silence] Okay, uh, Miss Victoria, here's what will going to happen about this, uh, case that, um, we are currently working. So, um, I will be escalating this call to our, um, advanced team or to our level 2 technician. So, they are going to call you back, um, for about after 2 to 3 hours because right now, um, the all of them are engaging on calls. So, let me just verify. They can call you back on your phone number: 7-43-258-7243.
62:00
Speaker 1
Yes. Okay. Um, it must be over a week now. Or two weeks. Let me check if I see the appointments somewhere. Less than two weeks. Hmm. I need. Something like that. Yeah. Because I.
63:00
Speaker 2
Okay, so right after I escalate this issue, someone will be assigned on this ticket, and then they will review it, and then they are going to call you back, okay? Okay. And let me just also verify something Miss Victoria, because I don't actually see any information like when did you got this router? Over a week. Oh, that's on two weeks. Like about May 25, 26, something like that? Or? Okay. Uh let me just use mail.
63:00
Speaker 1
It's Memory, the engineer came. [silence] Yeah. It's less than two weeks. It's less than two weeks. Yeah. It's just less than two weeks. Say that again. [silence] I don't know where the router is. [silence] Okay, okay. [silence] Okay.
64:00
Speaker 2
May 25, 2026. Okay, and then they set up everything. Okay. So, for this device, okay, yeah. So, it's less than two weeks. So, let me use May 25 2026 as the warranty start date of your SPNM 20 CF as 60 CF, I'm sorry. Click advanced setting. So, um, yeah, um, Miss Victoria SPNM 60 CF, your router. I know, um, that is actually the model number of your router. Miss Victoria. Yeah. So, I have already, um, escalated the ticket, so just keep your lines open, and then they will call you back, okay?
64:00
Speaker 1
Thank you. Thanks for your help. All right. Thank you. All right. I'm due. Yeah, bye.
65:00
Speaker 2
Okay, thank you so much for this Victoria and also I do really apologize about the inconvenience. So yeah, just keep your lines open. Okay, thank you so much. Have a good one. bye bye for now.
65:00