V2 Rubric Detail — 70fd96f4-6981-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 12:46
Duration
63m 47s
Contact
Marsha Lawson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133534
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: wants to change Wi-Fi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide free support solely due to out-of-warranty status without attempting best-effort troubleshooting, violating OOW standard in rubric. This constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped required non-destructive recovery steps, provided materially incorrect technical guidance, and abdicated ownership due to warranty status. Despite some attempt at troubleshooting, the call lacked accuracy, control, and customer-centricity, resulting in an unresolved outcome with a critical failure in support policy adherence.

V1 Case Analysis

Customer (Marsha Lawson) on EA-6100 wanted to change Wi-Fi password. Agent required $15 paid support, gave incorrect admin-password guidance (Wi-Fi label password), used invalid URLs, and failed to resolve. Customer opted to replace router with ISP-provided unit.

Troubleshooting Steps
  • Collected name, serial number, and model
  • Required $15 paid support fee
  • Attempted to guide customer to local access via incorrect URLs (192.168.0.1, 192.168.1.1/UI/local/dynamic)
  • Incorrectly suggested using the Wi-Fi label password as the router admin password
  • Prompted customer to use router's recovery key without confirming correct access
  • Attempted offline access by disconnecting router from modem
  • Suggested installing Linksys Smart Wi-Fi app and using default Wi-Fi password
Key Observations
  • Agent required paid support for a basic password-change request without first offering free self-help or KB guidance
  • Provided multiple materially incorrect technical instructions: claimed Wi-Fi label password is router admin password (false for EA series), used invalid URLs, and incorrectly suggested offline access
  • Failed to verify correct admin password or suggest factory reset as last-resort solution (contradicts KB)
  • Customer left call unsatisfied and decided to replace router due to unresolved access issues
Positive Highlights
  • Collected customer's name, serial number, and model early in call
  • Processed payment promptly after customer agreed
  • Attempted to guide customer to local access rather than relying solely on cloud app
Agent Errors / Gaps
  • Required paid support for a basic password-change request without first offering free self-help or KB guidance
  • Incorrectly told customer the Wi-Fi label password is the router admin password (EA series default admin password is set during Smart Setup, not printed on label)
  • Provided malformed and invalid URLs (e.g., 'http://192.168.1.1/UI/local/dynamic', 'http://192.168.0.1') that do not exist for EA routers
  • Incorrectly suggested customer could access router's web UI offline by disconnecting from modem (EA series routers do not require internet for local access)
  • Failed to recommend factory reset as last-resort solution for forgotten admin passwords
  • Repeatedly switched between app, web UI, and payment steps without confirming progress, leading to confusing loop
  • Misdiagnosed router issues as 'end of life' technology limitations rather than addressing accessible troubleshooting paths

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call stating they will get a new router; Wi-Fi password was never changed or successfully reset.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted multiple access methods (web UI, app, offline login), but troubleshooting was disorganized and skipped the required Recovery Key step until late; customer remained locked out.
R3 Not Met Correct resolution path conf 95%
Agent immediately required paid support due to out-of-warranty status without first offering best-effort troubleshooting; KB mandates non-destructive recovery attempts regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify root cause (lost admin password) or ask for recovery key early; instead jumped to incorrect login attempts and app redirection.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., remote session, firmware check); agent did not verify router model-specific behavior or leverage KB-backed recovery steps appropriately.
T3 Not Met No misinformation conf 95%
Agent instructed customer to use 'admin admin' — incorrect for EA6100; provided wrong IP (192.168.0.1); gave malformed URL syntax (e.g., 'HTTP://192.168.1.1/UI/local/dynamic/index.dot.html').
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set initial expectations about paid support and payment hold, but call became chaotic with long silences, repeated failed attempts, and poor transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language but repeatedly introduced confusing technical terms (e.g., complex URL paths) without confirming understanding; did not adapt to customer’s clear confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred resolution to paid support model and did not take ownership of the issue; abandoned troubleshooting path when free support was deemed ineligible.
O2 Not Met Proactive follow-through conf 90%
No clear next steps were provided beyond vague suggestions to upgrade; no follow-up plan or actionable path forward after failed attempts.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue remained at L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite phrases ('thank you', 'I'm sorry') but did not acknowledge customer frustration specifically or validate repeated effort.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent tone but failed to adjust pace or simplify instructions despite customer confusion and failed login loops.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number, payment details, and re-enter credentials multiple times; agent did not streamline or reduce effort.
Call Transcript112 turns · 119 lines
Speaker 1
Welcome to Linksys Support. Yes, ma'am. I'm calling to see how I change my Wi-Fi password. Uh-huh. Ooh. [silence] You can do that through your Linksys app.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's 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. [silence] Thank you for calling Linksys. This is Ice. How can I help you? All right. That's easy, ma'am. But before we proceed, can I have the serial number of your Linksys router?
00:00
Speaker 1
Yes ma'am. It is one four X as in X ray. Hello. Yes ma'am, can you hear me? Okay. It is one four X as in X ray, one zero six zero five five one one five eight six. That is
01:00
Speaker 2
Hello? Yes. Um, yes. Can you speak closer to your mic so that. I can hear you clearly. Yes, that's it. All right. Uh, got it. Let me check first on our system. So your Linksys or router is model EA-6100. You only have one link is spread out. No other nodes, right?
01:00
Speaker 1
no ma'am, that's it. [silence] yes, it is. Yes, Ma'am. [silence] okay, but you can still tell me how to change the password, correct? [silence] and how much is that going to be?
02:00
Speaker 2
All right. Uh, Ma'am, may I just confirm if your name is Marsha Lawson? Mhm. All right, Marsha, uh, you just want to, uh, change your Wi-Fi password. That's easy. But, uh, apparently, upon checking on our system, um, your product, uh, model EA6100 is already out of warranty. Therefore, um, yes, I can walk you through the steps on how to change the password, but you will have to, uh, apply for the paid support because I could not, uh, provide you a technical support for free since your product is already out of warranty. [silence] [voice_fade discurso]
02:00
Speaker 1
15. Okay. Mm-hmm, okay. Okay. Okay, well, it's not gonna take us - but it shouldn't take six minutes to change the password, correct? Okay, let's try that. Yes.
03:00
Speaker 2
will cost you 15 US dollar. It's a one-time non-refundable, so it's a one-time non-refundable technical support. And it will only last for this session for 60 minutes. That's the maximum. And whether we're done troubleshooting or not, once the 60 minutes is up, it's done. You will have to apply again for yeah. Yeah, it it didn't take uh but that would depend on how quick you are and how depending on the circumstances. Yes. So you will apply for the paid support, okay? All right, I'll just set an expectation, Marcia, that, uh, while
03:00
Speaker 1
Well, is there any way that you can look on my account to see what my current password is? Okay, all right, so what do we need to do to do the $15?
04:00
Speaker 2
We do do the troubleshooting steps on how to change your Wi-Fi password. I have to tell you that there is no guarantee that we'll be able to get to the bottom of that because we don't know yet. Once we started troubleshooting your concern, what's other circumstances that could affect our troubleshooting steps. Like logging in. Something like that. That I don't have any access on that because your account is private, confidential. Okay, I'll pull up first my tools. Hold on. I'll open first my tools for the payment transactions, so.
04:00
Speaker 1
Yes, ma'am. Mhm. Yes, ma'am. Okay. [ silence ] Marsha. M-A-R-S-H-A. Yes, ma'am.
05:00
Speaker 2
Hold on. So you're going to use a- a card for the payment transaction? Um-hmm. Yeah, okay, uh put this recording on hold so that any records of your card information will not be recorded. Okay? Alright, so the space for it is [REDACTED_PAYMENT_DIGITS] dollars. Uh what would be the first name on the card you're going to use? Is it Marta? The same? Marsha? Alright, Marsha and the last name on the card is Lowson.
05:00
Speaker 1
That is correct five three two nine zero five two eight nine eight eight four five two two one. Yes, ma'am seven thirty. [silence]
06:00
Speaker 2
right Marcia what's the card number all right let me verify again the card number is five three two nine zero five two eight nine eight eight four five two two one that correct all right so it's a master card may I know the expiration month and year of the card
06:00
Speaker 1
Yes ma'am, 789295-77. That is correct. [silence]
07:00
Speaker 2
Centre. All right, uh, I'm, I'll process the payment, uh, now, Marcia. I'll, I'll put you on hold for two minutes while I process the payment, okay? Thank you. [silence]
08:00
Speaker 1
Huh? It's their computer. He said they can come over here and get on my internet. I said, okay, well, at least that's better. Because she came over this morning and she couldn't get logged on either. So I just want to make sure it wasn't something, you know, I thought it was like A heard C touring. I don't have the key to the house. I'll be gone for the next 30 days. Yes, ma'am. I'm planning for text support for the email. Okay. Okay. with everything. Yeah, Sam. Hello.
09:00
Speaker 2
Hello. Marshala, I process now the payment for the pay to Part and as of this moment, I'm sending a receipt to your email address and it's now have been successfully sent.
10:00
Speaker 1
Okay.
11:00
Speaker 2
All right. Now let's proceed with your concern. You want to change your uh, uh linksys router Wi-Fi password, right? All right. So, can you open a web browser? Yes, on your phone, open a web browser. Because we're going to access your router's web UI because that's where you're going to uh make any changes.
11:00
Speaker 1
hold on one one nine two dot vow one nine two dot one six eight dot one dot one it says install the app
12:00
Speaker 2
on the routers, I mean once you're on in the browser type in the address bar 192.168.0.1 168.0.1. Yes. Yeah. So hit enter what do you see in the screen? Can you scroll below? Or because
12:00
Speaker 1
Well, ma'am, hold on. I'm trying to, um, okay, I'm using an Ma'am, there isn't anything on there. I have an Android phone, not an Apple phone. Okay, well, the only thing, it will not let me scroll down or anything. All it says is, Link smart system Wi-Fi does not support your browser. Hold on. Let me see if I can put it. Can I do it on my computer? Okay, hold on. Let me just try to pull up pull it up on my computer. You can hold on just a second. [silence] you're calling from. [silence] Ηi, [silence] Hello. Calling from America. Sorry. I don't know new Mexico. Yeah, I नहीं.
13:00
Speaker 2
There should be a local access. Click local access. [silence] Scroll below the screen. [silence] Yeah, it's the same Android. In fact, it's easier to navigate using the Android phone. [silence] Yes, you can use any devices as long as your devices are connected to your Wi-Fi [silence]
13:00
Speaker 1
We're getting there. Okay. All right, so I'm in and I'm going to, it says access router.
14:00
Speaker 2
okay on the access router uh try to type in admin admin all lowercase
14:00
Speaker 1
OK. Hold on. It says invalid router password. Let me try it again. It says invalid router password. um, there it says to uh, there's a little box that says to log in with your Linksys smart white. Click here. Let me try. OK. Um, it says to put in my email and password. [silence] OK. Um, let me try that. OK. So now the light is blinking and the screen is on that was off. [silence] OK. [silence] Let me see if that has helped. It's still keep saying invalid router password. The blinking light still on. I don't know what this means right here. Okay. It keeps saying invalid router password. Let me try one more time. [silence] Okay, it's still saying it. I guess my account is locked. [silence] I hang up. [silence] Hey, um, I try to again and I found the password so I'll get the case closed. [silence] Thank you. [silence] Bye. [silence]
15:00
Speaker 2
Okay, once you hit enter, you should be logged in now. All right. Uh, is there a Forgot Password or Reset Password at the bottom of that screen? And what's the other box?
15:00
Speaker 1
Um, it says to put in my email and my password. I have no idea honestly. Um, I have no idea. I mean it's been such a long time ago. I really don't remember. Yes ma'am. Yes, ma'am, I did. [silence] [silence]
16:00
Speaker 2
what does it say to log in with your linksys smart why fi when you set up your this router, Marsha, did you create a linksys smart why fi account using an email address? uh, because if you have, then we can type in your email password your email address and password if you have a linksys smart why fi account. how did you set this app? this router? so you're not the one who set it up? um, because
16:00
Speaker 1
But I mean, I might have said it, okay, it says for get, let me just see here, I can, it says forgot password. Let me see. Okay. Enter your email address, okay, I'm doing that. All right. I put that. Now it. Well, it says there was an unexpected error communicating with the Linksys smart wireless services. Try again when you have internet, but I have internet. I mean, my internet, I'm not, I have access to my internet right now or I couldn't be using my computer. Hello. Okay, I [ silence ] [silence]
17:00
Speaker 2
Yes. OK. Yeah, click on that "forgot password" link. All right. OK, what does it say? Just follow the instructions. Hello. Marcia. Yeah. What did you say? You talk a while ago and your voice fades out.
17:00
Speaker 1
I'm on my computer right now, so I have wi-fi connection, or I wouldn't be able to be on my computer. So when I put in my email address and pushed the send directions, it comes up that says there was an unexpected error with my Linksys wi-fi. Try again when I have internet. But I have internet. [silence]
18:00
Speaker 2
Mm-hmm. Yes, I know that. Yes. So, uh, the thing is is, uh, Marshall, we cannot log into your router's web UI without, uh, having the router password or without knowing if you have created a linksys, uh, smart account. But let's try this. Can you...
18:00
Speaker 1
Okay, L-Y-N-K F-Y-S. All one word. All right, so link them smart then what?
19:00
Speaker 2
Type in. Links-sys that's smartwi.com. open a new browser and try to type in linkssys that's smartwifi.com. Yeah, L-I-N-K S-Y-S. and then smart S-M-A-R-T. and then yeah, uh, it's one word. no space. Wifi W-I-F-I. dot com. So, it's all one word and all small letters. Let's see if you will be able to access your router's web UI. Because I have to tell you, Marsh that, this router of yours is an old or older model.
19:00
Speaker 1
Okay. It says, to log in. It says, to log in and set up a Link It says, to log in and set up a Link system, Smart fixture, WiFI password, follow these step. So I'm logged in. What would that look like?
20:00
Speaker 2
Clink router [ silence]let's log it into its web browser interface well default router IP address all the links [ silence] are so old a router though [ silence] it's able to connect to it [ silence] is there a way to click local access or can you scroll below is there a clock like local access can you look at the bottom of the screen uh, see if you can see a link that says that
20:00
Speaker 1
Uh... Uh... I mean, I don't see that. I mean, it says links. Okay, it says linksyssmartwi-fi.com. Linksys smart wi-fi router login, create smart wi-fi account. Um, it says link wifis set up guide troubleshoot wi-fi interface. [silence]
21:00
Speaker 2
Sure, for local access, what do you see in the screen? [silence] Below that, there should be a way to access Local Access.
21:00
Speaker 1
So I don't see what you're what you're saying. I mean, there's a link that just told that to you. Linksystemwifi.com. Linksys router. Login. The 19192 login. The link systemwifi.com setup an account link. Linksys Wi-Fi. I don't see anything that says local. I don't see anything that says local.
22:00
Speaker 2
It's going to watch out against the options, can you see the? Yeah. Okay. Can you try to log into the router?
22:00
Speaker 1
I'm trying to do that, ma'am. UH okay so do you okay all right so I'm back on the very first page. Where it wants me to put in my email. It says to put in my email address, so I'm going to do that. And it says send instructor. Well it's saying put the email address in, now send instructions. And this is where it said there was an uh
23:00
Speaker 2
Maria. Okay, what does it say? Is it only email address? Is it only email address it's asking? No route or password? All right, then continue on that.
23:00
Speaker 1
[silence] error that I don't have Wi-Fi services, try again later. But I do have Wi-Fi services. I did. Okay, so it's 192.168. Yes. It says to access Router, put in Router password.
24:00
Speaker 2
uh, can you close all that first, Marsha? Close all the tabs you opened and close all tabs and then open a new tab. Let's try again to 192.168.1.1. open a new web browser and then type in 192.168.1.1. All right. And then tell me what's the first screen you. Uh, what's the first thing on the? Mhm.
24:00
Speaker 1
So, is there a? I don't know where download where you told me to log back out and put the 192 back in, which is what I did and this is the screen that came in. No, but do you want me to install the app on my phone? Okay. Not on my computer, no. [silence]
25:00
Speaker 2
Before that, uh, uh, you mentioned that there was a down uh, download, before. Uh-huh. So, uh, so it didn't state, uh, download or install the app, no, no mention of that. Yes, can we try to install the app? Does it say on that screen, to install the app? Yes, because the one that, uh, asks you to install the app, it will only appear on your mobile phone. Because the app is a mobile app.
25:00
Speaker 1
Okay. Okay, give me just a second. Okay, so. All right so 192.168.1.1, correct?
26:00
Speaker 2
so let's try to use your mobile phone open a web browser on your mobile phone and then type in the one nine two one six eight mhm
26:00
Speaker 1
Okay. I, it says I have to install the app to do it on my phone. I will see what I can do here. [silence] Does your app look like two L's and a dot? [silence] Okay, we're installing that. [silence]
27:00
Speaker 2
All right. Can you follow that? Install the app? [silence] Yes 2LD-t dot that still at access app
27:00
Speaker 1
Okay, still waiting for it to download. are you still there? Oh, okay, all right I'm gonna open the app. Well, it's opening.
28:00
Speaker 2
Yo. Yes. What does it say? Once you open it up? [silence]
28:00
Speaker 1
All right, so it says, it says to, um, it says log in with either email and router password. It says router password, so what is my router? Okay, wait a minute. It says looking for routers on, what is that? Okay, I know I use, I know I, I know I set it up using that email account, cuz that's the only email account I have. [silence]
29:00
Speaker 2
Tell me what's the first taste. Yeah, rush. Okay, try to log in with your router password. I'm going to check. because we don't really know if you have set it up before using the account and if you have changed your router password but if you have created a router password because All right, then try to um.
29:00
Speaker 1
Okay. Now would I log in with the password that I currently have for that email address? Hello. Would I log in with the okay yes hold on. It says we are not able to communicate with the cloud. Please check your internet connection [silence]
30:00
Speaker 2
Log in using your email. Hello. Hello, so, all right, so did you log in using your email? Tell me if you were able to log in. Okay. Alright, can you go back to, uh, uh, close that again? Close the app and open it again.
30:00
Speaker 1
It's it's opening, yes ma'am, but it's not completely open yet. Okay, so let's so I can try router password, okay, which is.
31:00
Speaker 2
Then let's try to log in using the router password. Have you opened the app now? Yes. And then type in the default Wi-Fi password which is indicated on your router. You check at the bottom of your linksys router. There is a Wi-Fi password indicated there. Tha that. That is the default Wi- Fi password of your router. So try to type in that.[silence] If it will not go through, then it means, when you set up your all router previously then you may have uh edit or customize your router password.[silence] when you set up your router previously.[silence] So we'll try that first, your the router default Wi- Fi password. If if that doesn't um go through, let's try the uh let's try the to use the admin.
31:00
Speaker 1
[silence]
33:00
Speaker 2
And if it still doesn't then we can only try to click on reset or forgot password. So, what are you typing right now, Marshall? Is it your Wi-Fi password that is indicated on your router? Okay, so are you what the... Hmm. So, was it accepted? Let's hope that it will be accepted so that you can log in now to your router's settings because that's the only
33:00
Speaker 1
I typed in all of that, I hit log in and nothing, hello? I typed. I have the phone. Yes ma'am. I have the phone right at my mouth. Um i'm hitting login and nothing is happening. It says if I look at their, oh jeez,
34:00
Speaker 2
The only way you can change your Wi-Fi password is by getting access to your router setting. That is, through the app or through the... web store interface. Hello? Yes? Yes. Sometimes, your voice fades out, Marta. Make sure to... talk... closer to your mic, because sometimes... Okay. Oh. Okay. So, that's the router password you type in, the default Wi-Fi password and... it didn't load.
34:00
Speaker 1
It says I want to, I want to set reset my password I hit reset password. and it says look on the bottom of your router for the recovery key and enter it. Yes. Okay. It's just. Thank you. [silence]
35:00
Speaker 2
Okay, can you look at your router if there's a recovery key indicated there? Usually it's below the rest. Then type in the recovery key. That's good. If you have the recovery key.
35:00
Speaker 1
kind of figuring out what it wants to do. I typed in the recovery key and now it came back to that screen. It just came back to the screen where I typed in the number. Yes, I'm trying to. I mean, I put in the router, the number, the password and I'm hitting login. [silence]
36:00
Speaker 2
Okay, what does the screen show? Where do you type in the recovery key? I think it's asking you to create a new router password. Okay.
36:00
Speaker 1
Okay, then when I said reset, I hit the, oh my god, I'm going to try it again. I typed in the recovery, I typed in those numbers and now it's like going round in round on my phone like it's trying to log in. And then it just comes back to that page where I typed the numbers.
37:00
Speaker 2
Yes. So you type in the recovery key, and you press reset. Mhm.
37:00
Speaker 1
So nothing happened, I guess. I don't know. No, ma'am. Well, um, for the router password. I put that in first. the 4GE number. Yes, I'm going to try one more time.[silence]
38:00
Speaker 2
All right, so, did you click on login when you type in the recover key did did click on login or reset? Mm-hmm. And it stays invalid route or password.
38:00
Speaker 1
okay. I'm hitting log in. It says wireless password. Okay, hold on.
39:00
Speaker 2
the four G that is your wi-fi password not your SSID, right? Okay, that's good. So let's just confirm, so it's your default wi-fi password of your router and when you type it on the router password, it says invalid or incorrect.
39:00
Speaker 1
I mean, I put the, I put the router password in, but nothing is happening when I hit login. So then if I hit, go ahead. Am I sure what? Yes, ma'am. It says I have five bars. Let me just double check my settings. Yes, ma'am. I am connected to my Wi-Fi, which is Marshall Internet connection was just fine. I mean, I have Wi-Fi on my phone, on my computer.
40:00
Speaker 2
Okay. Are you sure you have... Yes. Uh, are you sure you have... you have an internet connection? Because uh, you say you can try to log in and it keeps loading and maybe your internet connection is unstable. All right.
40:00
Speaker 1
Computer turning my TV everything it said what [silence] okay hold hold on ma'am ma'am hold on okay what do you want me to type in.
41:00
Speaker 2
okay all right so here's the thing Marta we cannot proceed with your loan service up it's it goes like that um it goes back to the first page page um it's it's it's it's like the app is in a loophole it always takes you back from the first page now let's try this Martha I want you to open a new web browser uh on your phone and then type in the address bar HTTP H
41:00
Speaker 1
the semicolon? What's a colon? Okay. Okay, Got it? Yes. Uh huh. Okay, hold on. Wait a minute. Wait a minute, 1 9 2 dot 1 6 8 dot 1.
42:00
Speaker 2
from VM, Bob for Peter? from VM, X, Thomas P, Peter, and a symbol colon, and then, below it, above, and then, uh, forward, slash, 192.168.1.1., forward, slash, U for uniform,
42:00
Speaker 1
one dot one.
43:00
Speaker 2
heyy 192.168.1.1 for UI, U for uniform, I for ink increased, local, U for uniform, local and then encoder drei, zero local, eight. hehehehe
43:00
Speaker 1
okay okay okay okay Okay, it says page not found.
44:00
Speaker 2
So 192, after that, it's slash ui slash local slash dynamic. Indy index ndx not HTML. And then hit enter. So you're going to see the page. All right. uh let's do this. um, Marshall, try to unplug your router from your modem.
44:00
Speaker 1
Last night. OK. Hold on. So where it says? Okay. So unplug the Internet cord? OK, I did that OK. OK ma'am, hold on. Hold on. Alright, so 192.168.1.1
45:00
Speaker 2
today because we are going to uh log into your router's web UI offline. So I need just the cable connecting your router to your spectrum modem. Unplug it. So that there's no internet on your router. So yeah, the cable that's connecting your router to your spectrum. All right. Now, on your phone, open a new tab and then type in 192.168.1.1.
45:00
Speaker 1
That's incorrect. Okay? It says install the app which I have the app. So do you want me to go to the app? [silence] That's it. That's the only thing it said. I mean it won't let me scroll won't let me do anything.
46:00
Speaker 2
Yes, and hit enter. No, I'm... is there... Click Local access. Can you go below the screen page? If there is a link to click local access? Can you read the whole page? What does it say about installing the apps? Okay, can you do the 192. 168.
46:00
Speaker 1
Yes, I can, but I have to go back. Yes, I have to go back through my house. Hold on. Girls. Thank you for being patient. Wherever you are. Okay. So I'm back on my computer. So you want me to open up a new link? Okay. And you want me to do, the 192? [silence]
47:00
Speaker 2
on your computer?
47:00
Speaker 1
okay, I'm going to do that. it says Internet connection is down. login with your router password. it says you must have an Internet connection. I'm sorry what? with my router. with the router password. all right well I have to go back in here and get that, so hold on.
48:00
Speaker 2
Okay, so you should see something. Okay, try to log in. That's fine. Try to log in to your router. Type the wi-fi password of your router, the one that's indicated at the bottom of your router.
48:00
Speaker 1
got ready to save this link system away. okay, so I'm going back in here to log on. okay, router password. for G.E.2.n.m.l.f.H.Y.P. invalid router password to reset what? no no it says sign in and then it says router it's saying that you no ma'am it does not say that it says my internet it says my internet connection is down I must have an internet connection to log on to my Linksys okay well [silence]
49:00
Speaker 2
way to reset the router password is there a button there reset password or forgot password yes all right can you try ah okay okay that's why we try to unplug your router from your spectrum modem so that we can access your router's web user interface offline because actually we can access that offline so let's try this Can you close that tab and open a web browser on your computer and then type in the one we just used the HTTP
50:00
Speaker 1
Hold on just a second. Ma'am, hold on just a second. All right, so okay, wait, wait, wait, wait, wait. Okay, so we did the H T T P S S I mean, um, backslash. Yes, ma'am. Hold on just a second. It's okay, did that. Backslash, backslash. Then what? Maine. Okay. Do you want me to just the H T T P S and then the numbers?
51:00
Speaker 2
URL is http colon backslash backslash 192.168.1.1. Yes.
51:00
Speaker 1
Uh, I mean, it's leaning to the right. Oh my God. Yes, ma'am. [silence] Yes, ma'am, that's what I typed in. Okay, hold on. Oh my God. Okay, UI. Okay. Okay. Okay. H.M. got it. [silence]
52:00
Speaker 2
Plas Loca Flash dynamic index dot HTML dot HTML and then hit enter yes h for Harry T for Thomas M for Mike L for Laurie [silence]
53:00
Speaker 1
Oh, there's, wait a minute, wait a minute. Wait a minute. There's HTML. Okay. Uh, okay, hold on. I didn't. Oh my god. Hold on. Now it's saying it too. Oh my god. This is ridiculous.
54:00
Speaker 2
Now, hit Enter. Let's see if... Yes. Index 점이 HTML.
54:00
Speaker 1
Hold on I'm going to have to put it in again. It said it took too long. Yes, ma'am, we have to do it again. It said that it took too long. So we've got to put that in again. [silence]
55:00
Speaker 2
yes, Marcia okay, type it HTTP://192.168.1.1/UI/local/dynamic
55:00
Speaker 1
Yeah, it's it's not working. I mean, it's not coming up. It says, Hmm, can't reach this page.
56:00
Speaker 2
slash index dot h-t-m-l. okay so um Marcia we tried to access your Ratos Web Viewer interface offline and we cannot access it. usually
56:00
Speaker 1
Hey girls, thanks for being patient. (naughty laugh) I mean, it looks like I might just have to get a new router. I mean, that's just all there is to it. I mean, I don't know what right.
57:00
Speaker 2
When we try to type in the router's IP address or we were we were able to access it offline right, now let's try to plug back in your router to your spectral modem and see if we could uh access again your router's web UI. Plug plug your router first. Uh, the, yeah, the best uh solution is to get uh upgrade your router because as I've mentioned before this router you have is an old classic type router and it uses uh the previous uh setup or settings and as of now we have Have you updated all our links, or Linksys Smart Wi-Fi? Web user interface. And that could be the reason why when you access the links app or the web ui, it keeps loading. Or it took too long to load. And the the disadvantage of this device or router, you have is, it's no longer have any updates or security or firmware updates as it's an old router type. It has already reached it's end of life last 2021. So there are no longer any updates for that router. And in fact, this router will also reach its end of support this coming July. So by July, you will no longer have any support provided by
57:00
Speaker 1
Okay. Okay. All right, well listen, I very much appreciate your help. [silence]
59:00
Speaker 2
it they start to just using the same Wi-Fi name and password you have because if you really want to change your Wi-Fi password, uh we really have a trouble accessing to Rato have your web user interface because it keep on i mean they can't lag on to your internet. i see so you can't remember. you can't remember your Wi-Fi password.
60:00
Speaker 1
So when it says Marshall guest, for them to log on to Marshall guest, the screen comes up white. It doesn't even give them a place to log on. I know the password for them, but it won't even give them the option to log on. Well, how do I turn that on? So, in other words, we can't do that today. We can't do that.
61:00
Speaker 2
Mm-hmm. Okay, uh, that could be, uh, because your guest, uh, Wi-Fi is disabled. So, it means, uh, you cannot access, uh, your guest Wi-Fi because it is turned off by default on your Linksys router. Uh, that is also due to the web user interface, and as we've already tried to access your router's web user interface, we cannot proceed because yes, yeah, uh, we cannot access your router's web user interface because [silence]
61:00
Speaker 1
Okay, that's fine. Okay, thank you so much. No, I'm just gonna, I'm either just gonna get a new one or I'm just gonna get... Yeah, I'm just gonna... I'm just gonna go to Spectrum and get a Spectrum router. Since that's the system I have, I'm just gonna get one of theirs. Yeah, because this is just... Yeah, I mean I'm having to pay you to try to help me, you can't help me, so it still doesn't solve the problem.
62:00
Speaker 2
Because it keeps loading, and when we try to type in your router password, it keeps, uh, uh, it gets look back to its first, uh, previous page. So the only, yeah. So the only possible is to factor reset your router or upgrade your router to the latest, uh, Linksys router we have so that, when you have the Linksys. That's fine, it is up to your discretion to buy a a router from your internet provider. Well, uh, the reason why uh you have to pay for the paid part is, because your router is already out of warranty it's an old uh fourth yes yup oh yeah because it is the router as I've said the router is an old router type from linkStation so its technology is no longer updated uh it could no longer accommodate to the latest technology we have now So that's why it gets to look back You're welcome Marcia and thank you for also for calling linkstation once again this is Iza take care Marcia have a good day and goodbye
62:00