V2 Rubric Detail — 7641d106-6680-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 17:02
Duration
82m 45s
Contact
Dan Boadwine
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership5.00/5
Escalation4.00/5
Customer Exp1.07/5
Overall42.0% (+6.0)

V2 Grader Summary

The agent conducted substantial troubleshooting on an in-warranty device and escalated appropriately after failing to resolve the internet connectivity issue. While communication and technical execution were flawed, the decision to escalate with a clear timeline constitutes a valid resolution path. The case reflects disorganized diagnostics but meets the threshold for appropriate escalation.

V1 Case Analysis

Customer unable to set up new MR550 router; multiple incorrect troubleshooting steps attempted (5-press pairing, wrong URLs, MAC cloning). Escalated to Level 2 for further assistance.

Troubleshooting Steps
  • Verified serial number and collected customer contact information.
  • Performed 20-second hard reset multiple times.
  • Attempted 5-press pairing method (unsupported for MR550).
  • Guided customer to incorrect admin URLs (myrouter.info, myrouter.loco).
  • Suggested MAC address cloning as a troubleshooting step.
Key Observations
  • Agent repeatedly provided incorrect or unsupported instructions (5-press pairing, MAC cloning, wrong URLs).
  • No verification of modem/ISP status or WAN configuration (PPPoE/VLAN).
  • Multiple contradictory URLs and setup methods caused customer confusion.
  • Call lacked structured troubleshooting flow, leading to repeated loops and wasted time.
  • Agent escalated the case correctly after exhausting incorrect troubleshooting paths.
Positive Highlights
  • Collected serial number and customer contact information early in the call.
  • Attempted multiple troubleshooting steps before escalating.
  • Correctly escalated the case to Level 2 and promised a follow-up email.
Agent Errors / Gaps
  • Instructed customer to use 5-press pairing method at [13:00], which is not supported for MR550 (contradicts KB guidance for MR series).
  • Provided incorrect admin URL 'myrouter.loco' at [71:00], a non-existent domain, leading to failed access attempts.
  • Suggested MAC address cloning as a troubleshooting step, which is not a standard or supported method for resolving connectivity issues on MR550.
  • Failed to direct customer to the Linksys app or myrouter.local, the correct setup methods for MR550 per KB.
  • Did not verify modem/ISP status or confirm WAN configuration requirements (PPPoE/VLAN), which are critical for router setup.
  • Repeatedly guided customer to incorrect URLs (myrouter.info, myrouter.loco) instead of the correct 'myrouter.local' for MR series routers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call without internet; issue unresolved and escalation pending.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed multiple troubleshooting steps (reset, 5-press, UI access, MAC clone), but lacked logical flow and skipped key WAN checks.
R3 Met Correct resolution path conf 90%
Agent pursued troubleshooting for an in-warranty device and escalated appropriately after reasonable effort.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent never asked about modem status, WAN LED, or ISP type; failed to isolate root cause systematically.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., remote session, ping, log review) despite clear need to verify WAN connectivity.
T3 Partially Met No misinformation conf 85%
Correctly guided 5-press on MR5500 and local UI access, but gave confusing MAC clone instructions and misstated reset procedures.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent unexplained silences, poor transitions, and loss of call control during critical steps.
C2 Not Met Confirmed understanding conf 90%
Used technical terms like 'MAC address cloning' without explanation; failed to confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed with the case, attempted multiple solutions, and only escalated after sustained effort.
O2 Met Proactive follow-through conf 90%
Clearly stated Level 2 would contact within 24–48 hours and promised follow-up email.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation made after extensive troubleshooting, triggered by persistent hardware-like failure.
E2 Partially Met Escalation prep & handoff conf 85%
Agent informed customer of escalation and timeline, but did not confirm receipt of proof of purchase before closing.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Minimal empathy shown; acknowledged time loss but did not sincerely address frustration.
X2 Not Met Tone & rapport conf 90%
Maintained rigid, technical pace despite customer confusion and repeated requests for clarity.
X3 Not Met Overall experience conf 90%
Customer repeated steps, endured long holds, and had to retrieve devices due to poor planning.
Call Transcript134 turns · 145 lines
Speaker 1
and go how how are you today well I was changing out my old Linx router with a new with a new Linx router with a new Linx router with
00:00
Speaker 2
Welcome to Linksys support. To insure 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 registerlinksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paying, please have your device 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 Technical Support. My name is Dylen. How can I help you today? I'm fine. Thank you for asking, sir. About you? What seems to be the problem? Uh-huh.
00:00
Speaker 1
And. Yeah, I like that idea myself, actually. Uh, I have a, uh, I have a, uh, a new, uh, model, MR, 550. And when I set it up, I mean, I plugged all the cables in, after I took my old one off, I got the blue light and it flashed, but then it went red. And it would never connect to the internet. So, you know, the computer showed no internet. And I fiddled around, just checked all my connections. Everything was fine. And so I just took it out and I put the old one back in and it fired right up. So, is there something I'm missing here? Sure. Yeah. [silence] before that part...
01:00
Speaker 2
[silence] [silence] [silence] [silence] uh huh okay sir um let me just run some verification with you first and create a quick record here in order for me to proceed further okay um just to verify with you uh when did you purchase the Windows operating system your Dell computer with [silence] the Windows operating system you currently have than the version of the system you
01:00
Speaker 1
[KEEP_UNCERTAIN] I purchased it in December. And then Christmas came about and we had some other things. So, I have not until today. I hadn't tried to do anything with it. I bought it from Amazon. Okay. [silence] [silence] Yeah. I could probably, yeah. [silence] I could probably go to the Amazon and probably find and just do a screenshot of it and email it or whatever. So, yeah. [silence] You want the serial number? [silence]
02:00
Speaker 2
purchased this device. purchased this device. Mm-mm. I see. Mm-hmm. I see. All right, sir, usually we would request for the receipt or the invoice showing the device that you purchased. But I'll take your words that you purchased it last December, so I will proceed with the troubleshooting with you, okay? But in the event that we won't be able to have this device go online or we found out that this device is defective, we would probably need the receipt on it moving forward. Okay? Yes. Uh-huh. Okay, sir. No problem, but do the- Yes, please. [silence]
02:00
Speaker 1
All right, it is six one, Romeo one zero, Mary. Two one, Edward. Zero zero two three seven. That is correct. Sure, it's Dan. Bowed wine, B. O. A. D. W. I. N. E. And if I'm not mistaken, this is my four thing. Yeah. B. O. A. D. W. U. W. W. I. N. E. No, in E. As an echo.
03:00
Speaker 2
All right, let me just repeat that once sir, it's 61R for Romeo, 10M for Mike, 21E for Echo, 00237. All right, do you mind providing me your full name? I'm sorry, that's B-O-A-D, B-O-A-D W-I-N-E O-N-E. E-E, okay.
03:00
Speaker 1
Yeah, B-O-A-D-W-I-N-E. I think this is my forth Linksys router. Okay, it's Dan, B, as in boy, one, two, one, nine at hotmail.com. Correct. Uh, correct. Very good, yes.
04:00
Speaker 2
Right sir, thank you very much for that one sir, Dan. Mhm. Got it. All right. Um, how about your email address sir, Dan? Hm-hm. Hmy mhm-mhm. All right. So, that's dannb1219@hotmail.com. All right. And let me also verify your phone number. Uh, it's Emma, it's Emma, um, 5 4 0 5 2 9 1 0 7 1. Good, all right, that's great. Okay, mhm, mhm, mhm. Oh, okay, I actually found a record of you here and uh, it seems like uh, it has
04:00
Speaker 1
Hmm. okay that must have been the first time I tried to hook it up and then I got tied up with Christmas and I didn't do anything with it. right after January maybe yeah I just got okay I'd forgotten about that. I was going to say there, but there's no way to know. Yeah. yep. um um and I didn't get it set up and here we are today.
05:00
Speaker 2
Okay. Alright, alright. Okay, so yeah, here Okay. I'm gonna turn on this thing. Oh, okay. yeah. Because you mentioned here that you're going to set it up uh, tomorrow. I mean, the next day. yeah. I think you really forgot to set it up. yeah. Alright.
05:00
Speaker 1
[silence]
06:00
Speaker 2
sir let me just update your case here just give me a moment okay All right so now sir what's the this light indicator showing on the screen I mean I mean not on the screen but on the device mm-mm mm-mm mm-mm mm-mm mm-mm [silence]
06:00
Speaker 1
And so it never made a connection with the internet. So, like I said, I checked all my connections. So I unplugged it, took it off the system, and put my old router back in, and it powered up first time. Well, I had to go through and do all of that. How? Well, no, it's not hooked up at all. It's sitting here on my desk. I'd have to hook it up, cuz I I just put the old one back into the system. If it were in the system, but how do you set it up if you can't get online?
07:00
Speaker 2
Okay. All right. All right. That's right, sir. Because it won't go online, sir, unless you do a configuration and set up the router. So what we're going to do now is just to make sure that it's already hooked up. Yeah, it's already hooked up to the modem, right? That's actually normal, sir. It won't really go online right away because you need to set it up.
07:00
Speaker 1
I have to take the modem offline to hook it up, Donna. All right, just a second, I'll be doing that. cut the old one off. unhook it.
08:00
Speaker 2
Through the web user interface or through the five press method. But anyway, we'll, we'll walk you through there. Um, now, uh, let's, uh, hook it up. Connect it to the modem. To the ethernet cable. So let's, uh, remove your previous or your old router and, uh, replace this, uh, W, I mean, HR 55 WH router. All right. You have four twelve. And you might want to, uh, have an integer 44. And this tactic, I mean, it's a 53.
08:00
Speaker 1
[silence] one [silence] Yeah, I've got it all done. [silence] The blue light has come on. It's not flashing yet, but it's on. [silence] Okay. This starting to flash.
09:00
Speaker 2
[silence] So, ensure sir that you have properly plugged in the ethernet cable and uh-huh. Okay. And let's give it at least two minutes to boot up. Okay, so let's just wait for at least two minutes. Alright.
09:00
Speaker 1
(upbeat music) It just it just turned went. It just turned red. 11, 22, 33. 4 for 5 Okay. I held it for 20 seconds. Yep. And now I'm back to a blue light.
10:00
Speaker 2
All right. So what we're going to do now is we're Okay. that's normal. Um okay so what we're going to do now is to uh reset the router. So you just have to press and hold the reset button uh of the router. Press and hold it for 20 seconds. All right, sir. That's good. Okay. Let's give it some time.
11:00
Speaker 1
... great. Yeah, because once it comes up and says it's okay, it's pretty easy for me to configure everything. go to the 192, go to the web address and I'll basically use my network name and all that's already established. That way I don't have to redo any of the other devices that are hooked to it. that's that's pretty simple. Yeah, I don't uh-huh because basically I just use the 192.168.1.1. Yeah, let's see if it comes up.
12:00
Speaker 2
Call a CQ and for real and one second, seven for around. [silence] Yeah. [ silence ] Yeah, but we'll try a different way first, and let's see if it will work. But if it doesn't, then.
12:00
Speaker 1
Yeah, because right now the the computer itself is showing no Internet because it's still flashing. It went red again. solid red. Yeah, pinkish. Yeah, it's pinkish.
13:00
Speaker 2
Yeah, that's fine and then while we're at it. I'll be very clear. I'll let I'll let that I'll let the other user turn it off by pressing the power button on a the side of the body. Okay, a solid red or a pinkish red something like that. Okay, that that means it's now in setup mode, sir. So, uh, what we're going to do now, um, let's try to press the reset button five times within five seconds.
13:00
Speaker 1
Okay, just did. Now I'm getting a flashing I had a flashing red light and then it went back to pink. Now it is solid. Nope, it's going back to, it's still redoing it, the flashing bulb.
14:00
Speaker 2
so not too fast, not too slow. Press the reset button five times within five seconds. okay. okay. It's fine. Uh it's uh normal light pattern. Uh usually would take two minutes so let's give it some time.
14:00
Speaker 1
[silence]
15:00
Speaker 2
[silence] Mhm. Like a solid blue light. Mhm. [silence] Mhm. [silence] Okay, try to turn on.
15:00
Speaker 1
Now, now it just went, and then it, wait, wait, wait, time out, it just went solid red. It's a solid red. [silence] Okay, mire's unplugged. and router's unplugged. Okay, both are unplugged. Yep.
16:00
Speaker 2
[a wireless jabber a computer hissed] Okay. [sound of typing] All right. So, here's what we're going to do now. Let's try to reboot your whole system. Since we have configured it, let's try to um unplug both your modem and your router from the power source. Okay. So, let's give it at least a minute. And then, we're going to plug in first your modem. Uh, handler modem back, uh. [silence] First handle modem back, uh. [silence] Good. Second one. Your router. Uh, and let's make sure that all the connections are well connected. [silence] Finally, we're going to power up both the router and the modem. [silence] Okay. And take some time to power them both for a while. [silence] Mhm. [silence] And maybe we try to see if we can [static noise] and let's just move on now and to test our Wi-Fi connection. Um, let's connect right now. [sound of typing] Is your Wi-Fi connection back now? I'll just tell you when it's time, okay? Um alright, sir, let's plug in back your modem now. I
16:00
Speaker 1
All right, I'm just waiting. Because right now, it's plugged up, it's got to go in and connect. Yeah. One two three, four. Yeah, it's stable. The whole idea behind this, I wanted to do the router first, and then I've got a new modem because my Internet provider has upped my speed. And everything was working fine up until a couple of days ago. And Okay, and with my old router, everything, like it was, if I do a speed test, I'm at about 968 megabytes per second download. And my upload was . 2.700
18:00
Speaker 2
Hello? Okay, so let's wait for it to uh stabilize once they bul i'm in your router
18:00
Speaker 1
that point is not even one, but yet with my laptop, you know, which is going to have a slower hooking up wirelessly, my laptop was actually hitting it about 49, 50 megabytes per second upload. So I could do stuff on it that I can't do on my desktop. That's why I'm upgrading my desktop. Okay. I'm going to plug I'm going to plug up the modem or the router now because the modem was stabilized.
19:00
Speaker 2
I see. All right. [silence] I've had
19:00
Speaker 1
So we're going through the flashing blue light right now, which is always a good sign. It turns red, then it turns back to green. It hasn't yet.
20:00
Speaker 2
Alright, alright, alright, alright. Berd offizielle Geschäftsordnung von mir jeden Tag, alle Tage. that Okay, [sigh] ask yourself very soon in Life 1. [sigh] I transferred one year this Big rap so fast. that recital that was held by So, uh, that was in. in that recipe
20:00
Speaker 1
Is this the one where I hold it down for 20 seconds? Yes. Okay, we're back to flashing blue.
22:00
Speaker 2
Okay, sir. no problem. let's reset the router again. yes, sir. press and hold the reset button for 20 seconds. can you please try I think there wasn't a practice row forward. we'll see how long you'll decide victor yeah, and start calling. okay. hold on, I can't type. make sure that you get the the contact overrides. you haven't changed any of the default user names or password. Oh, uh, uh, they're linking to Biophysics devices. Okay, so just to confirm, this linkage devices that you wanted to add into your network, is it the first time you're going to add it or is it working by before? So you're just trying to configure your old linkage devices because you moved grade. All right. Uh, what's your router? Sorry. [silence]
22:00
Speaker 1
I've got the pinkish white now. [silence] no, I have no internet connection.
24:00
Speaker 2
And who's your internet service provided? Okay, that's good. Now, um, let's try to access the web UI and face. And that's where we're going to act to, um, set up your router. So, do you have a computer we can use sir? Uh, that's fine sir, if you don't have internet connection. Cause we can still access the web UI even if, um, you have a no connection at all.
24:00
Speaker 1
I mean, I can still, I can still get to the Linksys app on my phone. Which I'm looking at right now and it says set up a new network or manage your Wi-Fi. No, it is not, it is, it is going through unconnected. It is, it is not connected to the, to that now. It, it, it, it is a what I have is a non internet connection right now. Period. So my phone will not connect to the internet. Because I have no internet.
25:00
Speaker 2
Okay. Okay. All right. So, is your phone connected to the Lynx's Wi-Fi? I'm sorry. Can you Can you give me just three minutes? Yeah, yeah, actually, that's actually expected, but what I want you to
25:00
Speaker 1
is it under managed Wi-Fi or set up new network? I have no way to, I have no way to connect it to the Wi-Fi because I have no Wi-Fi. Everything's dead because of this router. Okay. Right now it says non-mesh routers or or Vellop mesh routers. So mine is which one?
26:00
Speaker 2
Do now is you connect your phone to the Linksys Wi-Fi. It should be the setup so you look for the default Wi-Fi name of the Linksys router that you have. And then you connect to it. So up new network, sir. But you need to connect your phone first to the Wi-Fi. No, sir. The Wi-Fi should be broadcasting so the Wi-Fi is different to the internet. Let's not work.
26:00
Speaker 1
there is life says setup 069 it says joint and it's looking for a password where in the world are you my gosh. Okay
27:00
Speaker 2
The password is indicated underneath the Linksys device.
27:00
Speaker 1
A.F.J.R.P.N. It's down. All right, it says I'm connected. Nope, it says no internet connection.
28:00
Speaker 2
Okay. Thank you so much for your time. Again, this is for you to click this. You have a nice day. So I thought I could agree with that. Let me just go back to the page here. And that is where will be online. First of all, to change. Can I connect to that, Bob? Because it looks like I need to reset my router. That keeps me under four all the time. Okay. That's why I'm trying to do that. This is the router. Is it the one under the label here? That's fine. It's okay. So let's, um, let's now go back to the Linksys app. And, uh, also, by the way, sir,
28:00
Speaker 1
It is. Okay, I'm getting terms and conditions is where it went. Which one am I – which one am I setting up? The MR. Cause it – shows two. Okay, so it'll be that one. Okay, end user terms of service. I agree, yeah. Allow Linksys to find Bluetooth device. Okay. I'm working on it. It's looking. Connect the router to your modem or source of internet. Guess I see it's connected, but it's not working.
29:00
Speaker 2
cyou need to ensure that your Bluetooth is enabled. okay that's good Mmhmm the amr Mmhmm okay Mmhmm Mmhmm Mmhmm [silence]
29:00
Speaker 1
Coming right. Plug additional nodes into power. I don't have nodes, so I just hit next. Okay. Make sure everything is finished starting up. Node light is solid. No. I don't. It's still pink. Is that what it's supposed to be? solid. Checking for internet. Boy says now.
30:00
Speaker 2
I wonder if we still need to set it up. Yes sir. Uh-huh. Yes sir. Forgive me.
30:00
Speaker 1
It says it does not look like I'm using the internet. Poor. Yes, I am. Does it's flash, that's where it's plugged. Yeah. Have a laptop have a laptop, but it's not going to do anything. I don't have a way to hook it up. I have to go to another room and retrieve it. So, let me go. This is crazy. What what the hell is going on with this
31:00
Speaker 2
Mm-hmm. Mm-hmm. Okay, that's... Mm-hmm. That's fine, sir. So, here's what we're going to do. Since the app is... isn't picking up your router, we'll proceed with the web user interface. So, do you have a laptop, sir? Oh, you don't have that. That's fine, sir. No need to hook it up. Just connect it to the Linksys setup.mysetup.com by browser.
31:00
Speaker 1
I'm sorry. what is it? Walking back upstairs [[silence]] with my laptop we'll see what happens. uh.
32:00
Speaker 2
Yes sir, that's actually normal because we really need to set it up first. So since it's not picking up internet from the router, I mean the modem, we need to manually configure it through the web user interface, which you don't, which it doesn't require internet at all to you know access, as long as it's connected to the links as Wi-Fi. We can access the web user interface even without internet. So that's all right.
32:00
Speaker 1
we're going to go on the laptop
34:00
Speaker 2
One, sir. one, two, three. Okay. So, on your laptop, sir, we need to secure first that it's connected to your Linksys Wi-Fi. The Linksys Setup, W.I.F.I.
34:00
Speaker 1
All right, right now it's sure not connected so we want to hit what, uh, Bluetooth connect? Where do we want to hit? No, I'm not seeing it. Okay, there we go. Uh, what do we, which, what, what do we want to connect to? Uh, no, I don't, I, I, it doesn't show me the, the, uh,
35:00
Speaker 2
On your Wi-Fi, can you see a Wi-Fi icon on the bottom when you click the task bar? You look for the available network. How about this? You click Windows Windows K plus A okay ok. So, you're now connected to the Linksys Setup? Yeah, you connect to the Linksys Setup.
35:00
Speaker 1
connected to the Linksys set up there it is I Okay, I got it. I, I, now it's looking for the password. So, I'm going to put that password in again. Oh, gosh. I'm going to write it down because I, I, I'm having to swivel back and forth. I was not expecting this to happen, believe me. [silence] Oh.
36:00
Speaker 2
You look you look for it. Yes sir. look look you it it it's it's an. Now, yeah, it actually would run through those set up, I mean steps just to hook it up to the internet and get it online. to uses. [silence] nor on the level key fine, and then sign. [silence] type in B and C. So just press enter to extend from five to 10. typing typing typing and yeah, I see the flash. Okay. Let's wait for it. All right. [silence] So, we're opening up IBM. [silence]
36:00
Speaker 1
and never connected and it threw me back to the password page so I will do it again okay dating
38:00
Speaker 2
Okay, can you ensure that you have input the correct password? Can you do it again, please? Um, no, not the exact same, but let's hear the 192/ just 151
38:00
Speaker 1
This is verifying and connecting. It hasn't connected yet. Can I double check? I double checked the password, and the password is correct. [silence] Nope, it came back, no internet, secured disconnect.
39:00
Speaker 2
This site says, I don't know what this word is. Then, global participatory reflection. Anyway. Okay.
39:00
Speaker 1
Oh, it is. Okay. I just connect, no. It says site can't be reached. So, there is no internet. I have it. I just opened it. I clicked on my Google icon, and it comes back and it says the site can't be reached.
40:00
Speaker 2
Okay, but it's it's connected. Okay. So, all right. So, that's fine. As long as it's connected to the to the Wi-Fi, regardless if it does have internet, I mean, no internet at all. So, let's open a browser on your laptop. what happened to him? We are going to go to the URL to the existing parent and make it child which is the CD or go to create one of the child. I'm sorry, what did you search on the browser?
40:00
Speaker 1
reach, reload. there is there is no connectivity. okay. yeah. yeah. yeah. what? okay. And it says he didn't do anything with it.
41:00
Speaker 2
Okay, uh, know sir, um, you try this, uh, on the address bar, you type in, my. Okay. H T T P. So, H T T P, colon, double forward slash. Okay. My router. My router dot local. Dot local.
41:00
Speaker 1
It, it did nothing. I mean, I basically clicked on it and it did nothing. Nope, it did nothing. I'm looking. Well, it says linksys 0 69 no internet secured and it has the disconnect button, so it looks like it is connected, but it's not letting me do anything. Google. Uh, I'm using Google.
42:00
Speaker 2
what that is it says sir it did nothing can you check again sir your Wi-Fi on your laptop check if you're you're still connected with the links to set up okay okay can we try to open a different browser instead of uh what what are you using right now you look from okay can you try using a different browser do you have Safari or [silence]
42:00
Speaker 1
No. I think I have edge here. I'm getting the same thing off the edge. It just says, can't reach this page. So it's not, everything saying I'm not connected. Google and also edge. Yeah, because if that, without the internet.
43:00
Speaker 2
um so Edge Microsoft Edge okay oh my god okay mm-hmm okay um let me check this one here I think we gotta use different route.
43:00
Speaker 1
the net. I mean, so like I said, I put my, my old router works. I just, I didn't let, that be, just what you said, local. I mean, you wanna, you want me to try it again? Local, not local. Silence.
44:00
Speaker 2
Um yeah actually sir it would really go through even without internet. Cause that's how we set up the router. Okay okay um on on edge sir what did you type in? Or what did you search on the address bar? Yes sir please. So it's http// my router.local my router.local
44:00
Speaker 1
Alright now it says download the Linksys app for setup. No. There is no, okay, it just says let's get you, this is get you up and running. Yes, see one, it's got a blue screen, the other's got a black screen. Yeah. Okay. Right now, it's bringing me up to the spark, spark page. All right, access router. We gotta do it with the admin. Okay, admin Ola. Okay, then it's gonna let me put in my old name, right? [silence]
45:00
Speaker 2
can uh your see a continue option there? OK. uh can you see two uh two photos of a phone? OK. yeah you click on the photo. twice. mm-hmm. OK. alright. admin all lowercase.
45:00
Speaker 1
No, no, no, no, no, wait a minute. Let me say this. I've got so many devices that all recognize the, the, the, all the, the old router name. I want to use the old network name, which is why I bought Linksys this. So I can, can be okay. All right, so we're going to do it. Add in and sign in. Okay. Now it's saying, save password and username. What's that? [silence]
46:00
Speaker 2
Oh, no, sir, you need to set it up from scratch. No, sir, because you need to set up first, don't worry. Just important thing is we need to access the web user interface first. Yeah. Yes, sir, we will we will set it up, okay? We will use your Wi-Fi name and password. So the important thing is we need to access the web user interface first. Okay, so it's trying to sync to your Wi-Fi. Trying to connect to your Wi-Fi.
46:00
Speaker 1
All right. It says be. Right now it's brought up the page. It says, this device ensures the router, no Internet connection, Wi-Fi settings, Linksys, Linksys setup. No, I don't. No, I don't see any of that. Where? I got the white boxes, then at the bottom. All it just says is the user license agreement and stuff. Okay. Okay. [silence] Yes.
47:00
Speaker 2
What did it ask you? Okay, that's good. Okay. Let's just say, space, space, space, space, com. Okay, okay. Um, so here's what we're going to do now, sir. Um, on the bottom part, you can see there, uh, hyperlink words. Like the end user... I'm sorry. Uh, that's under those white boxes. Can you see the white boxes? Yeah, that that's it. That's it. So, in line with the end user license agreement, you can see there CA, capital C A... Okay. You click on CA. All right. And then let's go to connectivity and the router settings. Yes, sir. Mm-hmm. Okay. So, under connectivity, you can see the basic internet tab settings, local network, right? Can you see the Velo's setup or CA router setup? Okay. You click on CA router setup. Oh, we clicked on CA router setup? Mm-hmm. Mm-hmm. Okay, let's go to basic internet settings and you'll see the internet setup. Go to internet setup. Go to internet setup. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. What can you see there? Okay, you try to internet as PPPOE.
47:00
Speaker 1
Right. It describes basically has an SID, uh box and a password book. Isn't that special? Okay, teach. And this is the password for the router, correct? Yeah, the Wi-Fi password.
49:00
Speaker 2
All right. And then what did it ask you? Okay. So your SSIDis your wifi name. You can put your previous SSIDthere and then uh all your password your old password where all your devices are connected to it. The wifi.
49:00
Speaker 1
Okay, I've got all that typed in. Do I say apply, setup node, so what we click on? Okay, this is applying changes, so your router is applying changes. Okay, router not found. You are not connected to your router. This has reached the end of the conversation.[silence]
50:00
Speaker 2
[silence] Is there is there an option there like uh setup, MASTER note or setup, something. [ silence ] Yeah, it's a node. [ silence ] That one. [ silence ] Yes sir. [ silence ] That's nor hmm. [ silence ] That's normal sir [ silence ] Thank you.
50:00
Speaker 1
[silence] So to hit retry, where? Uh the connected. Where do I get. Where do I. On what? Wi-Fi settings? Okay. All right. Okay. Connecting. So, there's that's my old name, so I use that, right? And it says no internet.
51:00
Speaker 2
you just changed the Wi Fi name and password? No. You go to your Wi Fi, connect it to the new Wi Fi name and password. what? to the Wi Fi settings. uh, on your Welcome, sir. Yes, sir. You need to correct that with your laptop. Are you comfortable?
51:00
Speaker 1
No. Yeah. Yeah, no, it says no internet. Secured disconnect. So, yeah, it is. Okay. Now what? Still says router not smoking. It still says router not smoking. Just because I have no internet, but now it's just the row two, no internet secured. And then what, what page do I have to go to next? I'm looking it, I'm on the connectivity page. Do I hit a, hit apply or what? Okay.
52:00
Speaker 2
Connected, sir? on the Wi-Fi the new set Wi-Fi. Mhm. So, what's the status now? Okay, it, uh, you tried to refresh the website. Are you back on the dashboard now? Okay. Yeah, you can, you can hit apply. [silence]
52:00
Speaker 1
Sorry. They're not I'm not it's not letting me get to the white boxes unless I say okay I guess. OK, now I'm at the white boxes but it's still showing length setup in the Wi-Fi settings. So it didn't apply. on what? Okay.
53:00
Speaker 2
um and and then uh on those white boxes can you see their network status? um and okay try to turn off your Wi-Fi and then turn it back on your laptop on your laptop you
53:00
Speaker 1
[silence] and it's basically there's no internet secured, that's where we are right now. [silence] And router not and router is not found is what it says. [silence] Do I need to open [silence]
54:00
Speaker 2
and type
54:00
Speaker 1
open another window to do that because uh. Right now where I'm on the page it says links to smart wifi. When I type this in I'm gonna lose your page. Okay. So we're doing the local right? All right. I just just hit enter. And now it says can't reach this page.
55:00
Speaker 2
uh, uh, yes, sir.
55:00
Speaker 1
yeah well I'm not right now it says though through too but it says no internet secured and I'm going to disconnect it. let's see what happens if I connected again So I'm going to connectYeah thro __ __ 2 So I'll I'm going to say connect
56:00
Speaker 2
OK. Um, are you reco- I mean, did you reconnect it to the Wi-Fi, sir? Um, what is- I mean, where are you connected now? What's the Wi-Fi name? The road to is your Wi-Fi name, the one that you set up, right? OK. Mm-hmm. Okay. That's good.
56:00
Speaker 1
um uh system chick you know it's just saying checking network requirements is what it's doing down uh it's not it's not connecting to the name we put in I just I just did I'm just doing it right now Solid red. they can often put it back on All right, I just plugged it back in and so right now it's blue hasn't started flashing yet. But you know, the the laptop is sitting here asking me to connect to the
57:00
Speaker 2
your router so it is like yeah unplug it from the power source wait for at least 30 seconds then plug it back in Hmm. We're connected And now we connect It looks like You're connected Alright, sir Mm-hm.
58:00
Speaker 1
Yes, it's rebooting. If we don't get it this time, I'm going to take it off and I'm going to put my old router back on because I'm losing a lot of time and I've had four phone calls come through that I needed to take and I haven't been able to do those because I'm sitting here on my phone and right now I'm used to being able to take a Linksys router out of the box, plug it in and start working, basically, you know. Why did this not happen? [silence]
59:00
Speaker 2
uh...don't connect it yet. I think it's still rebooting, so. Uh-huh. Uh-huh. Uh-uh. I see, but...yeah, basically, that's, uh...Yes, um...cause this one is somehow uh...needs a manual configuration, if it's not picking up internet from the modem, so...it would really be Kind of difficult to set up, and it would really take some time. All right, sir.
59:00
Speaker 1
All right, now I've got solid red, I'm solid red now. Yep. On the router. So should I hit connect on the Wi-Fi button? No, no, no. That's why I'm. That's why I'm giving serious thought to putting my old router back in because it worked. Yeah. Yeah, it did. It, yeah. Now, this one brought up the Linksys, it is now, it's on the Linksys Smart Wi-Fi page with the block with the white boxes. um
61:00
Speaker 2
Uh, a solid red. Okay. Uh, um, you can try that once, sir, but I think it's since it's showing solid red, it still doesn't have Internet and the router is not online. Okay. But when you put in your previous router, sir, uh it gives you Internet, right? Okay.
61:00
Speaker 1
And it's now and it's now saying that I'm connected to my router name. So that much is that much on the laptop is there, but I still don't show any internet connectivity. It says the router is not found. Yeah.
62:00
Speaker 2
okay. okay. Okay. Okay. So, uh, here's what I'm going to do, sir. I'll discuss this one with our level 2 guy and let's see what will happen 'cause it should be working by now, since we have already configured the router and set it up, but still not picking up any internet connection at all. So, um, let me, Just put you on hold for at least-two-three minutes and I'll get back to you. All right sir. Thank you so much for your understanding. [silence] Hello sir, thank you so much for patiently waiting on the line. Uh, sorry it took some time. Yeah, uh, as for this one sir, we probably need to go on to more complex troubleshooting. So I would really need your help with doing it. So here's what we're going to do now, sir. Uh we're going to connect back your old router, and then what we're going to perform is what we call the MAC address cloning. So we're going to clone your previous router's MAC address and we're going to integrate it with your new router for it to go online. Okay. Uh just a moment, sir. Uh don't go. I'll be back. Uh we are going to transfer you into your device. Please hold on. Uh please if I'd like how you would like to pay now or after delivery, I'm sorry? Uh so the other legacy one, Charles. Yes, let me check. I shall verify sir that it is also the last month., No more connection. I, I'm proceed with the steps that I told you, okay? Just a moment.
62:00
Speaker 1
The Mac address is Mac C4411 Echo 790850. Yes.
70:00
Speaker 2
Okay, sir. Sorry about that. Yes, sir. Can we check your previous router your old router and check the Mac address indicated underneath the device. Hold on. Let me just repeat that one, sir. That's C four four one one, E four eight, seven nine, nine, I mean, eight five. Zero. This is coming from your old router, right?
70:00
Speaker 1
Yeah, it's an EA 7430.
71:00
Speaker 2
mhm okay. All right, so here's what we're going to do now. uh let's go back to your laptop. and then let's go back to the web user interface. Are you still on the dashboard? okay. uh let's type in again on the address bar the myrouter.loco. what did you type in?
71:00
Speaker 1
OKay, I'll do this again. Don't do anything. Weird. OKay, I'll do this again. OKay, let's do this again. just doing anything. and [silence]
72:00
Speaker 2
Uh with the HTTP colon double forward slash? Yes. [silence]
72:00
Speaker 1
Uh, double check. I don't think it is. No, it no it's it's not it's not connected to anything. So we wanna hit the throw. Okay, I'm connected to Thoreau. Now it is my route. It's HTTP colon. Yep, okay. Now it's up. Okay, we're there. Where are we going now?
73:00
Speaker 2
Is your computer already connected to the new Wi-Fi name? Yeah. Uh, is please ensure that it's connected so that we can access it. okay. Connect it first so that we can access it. uh double forward slash ok. Alright, so let's go back to connectivity and then um it's, um, on connectivity. Let's go to the internet settings tab.
73:00
Speaker 1
Got it, okay. Mac address clone, yes. Okay. Well, this one says clone my PC's Mac. That's not, I'm not cloning my PC. I want, don't you want to clone the, uh, right? All right. All right, now I've got a bunch of boxes with all zeros in them. All right.
74:00
Speaker 2
OK. And can you see there, the Mac address clone? Yes. You enable that one. And then each box, you type in the Mac address that is located under your previous router. Yeah. No, sir. It's the router. You don't have to worry about that. Yes. So first is the C-4-FOR.
74:00
Speaker 1
okay, wait a second, C44. It only takes is only letting me put two characters in each box, right? So the next will be 41. This is, I don't think there's gonna be enough spaces to do that. hello. yeah, I hear you. okay. No, no, no, wait a second. It is C4411E790850. [silence]
75:00
Speaker 2
uh huh yes sir, just a moment Uh sir? Sir? Can you hear me? Sir, can you check, double check the Mac address? Is it C44 or is it C441E?
75:00
Speaker 1
file name WoodyApple70. Linksys Mac address for the old router Echo Apple seven, four 30, 7 4 30. this is we're about to the point. I'm I'm ready to take this offline. save save the ticket, email me the ticket number so when I call back because I've got things I have to do. I'm going to put the old router back in if we can't get it very soon. I have to.
76:00
Speaker 2
Okay. Uh, what was the model of your Linksys router again? The old one. Oh, 7450, okay. Okay. Give me a second, sir. Okay. [silence] Yes, sir. This will be our last, um, troubleshooting. If it will not proceed, then, um, I will be escalating this to our level 2 tech. But before that, I will be sending you an email.
76:00
Speaker 1
Perfect. Yes. Yes. [silence] Yes. What? Too curious?
77:00
Speaker 2
Attach the proof of purchase here so that our level two checker will be able to assist you with your concern. Okay? [silence] hello, sir. So, let us type in the the [silence] Mac address. Okay. Let us find you first your device info.
77:00
Speaker 1
All right. Let's see. We'll do OK. Next box is, yep. One for, OK. OK. OH. OK. Now that says clone, my PCs, Mac, but we don't want to. We want to just take this number and say, OK. Or do we hit that, if?
78:00
Speaker 2
[KEEP_UNCERTAIN] okay yes sir see for the in the on the first box see for okay next box is for one for one and then the next box is one E and then seven nine and then zero eight and then five zero all right [silence]
78:00
Speaker 1
Clone my PC's map. [silence]
79:00
Speaker 2
You can click that to clone my PC's Mac. yeah, just uh, uh, just hit apply right away anyway. Sorry. Yes, sir. So let's just wait for it to configure at least two minutes.
79:00
Speaker 1
All right, so we're in with no internet. So we click on that and we got a click on to row two, which is the name is that connect which we were doing, and we're seeing what happens.
80:00
Speaker 2
Alright, sir. Then let's, um, let's move out from connectivity. And then you try to refresh the website. And then let's check the net work status. [silence]
80:00
Speaker 1
Nup, nothing happened. We're still red. You there? [silence] Hello? Yeah, I hear you. Uh, I heard, the router is still showing a red light. It says no, no internet. Yep. [silence] Yep.
81:00
Speaker 2
Yes, sir. Can you hear me now? Hello? Okay. So mm-hmm. And the network status is still not connected. Or no connection. Okay. Arthur, um as what I've mentioned earlier, I'll be sending you an email where you can attach the the proof of purchase of your device. Then we're going to uh proceed in escalati-
81:00
Speaker 1
Sounds good, thank you for what you've done. I'm gonna put my old rider back in, go from there. Thank you. Okay. Sounds good. Thank you. All right. Thank you.
82:00
Speaker 2
all right, sir. all right, sir. appreciate your time as well and for calling, sir. just keep your lines open. our level to work will be, will be reaching out to you soon within um, 24 or 48 hours or within this day. As long as they don't have a call. So they will be calling you later. on. all right, sir. thank you so much for your time, Ian. I appreciate your um, effort in doing the troubleshooting with me. all right, sir. thank you so much. have a great day. take care.
82:00