V2 Rubric Detail — 7653a73a-613c-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-06 00:12
Duration
110m 8s
Contact
Amy Kasten
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#PR00132505
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN3121_Wireless clients connected to the network but no internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical guidance by instructing manual firmware upload, which is explicitly unsupported per KB: 'You do not need to download or upload firmware files manually.' This constitutes a critical failure under F (Non-Adherence to Procedure).

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
Communication1.25/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent demonstrated ownership and appropriate escalation judgment but committed a critical technical error by directing the customer to manually upload firmware—a procedure explicitly unsupported in the KB. This invalidates T2 and T3, triggering an auto-zero. Despite partial troubleshooting, the issue remained unresolved, and customer effort was unnecessarily increased.

V1 Case Analysis

MR55WH router – wireless devices show 'connected without internet' while wired works. Agent attempted admin UI steps and firmware update without success; escalated to L2, callback scheduled for Monday 5:30 PM PT.

Troubleshooting Steps
  • Verified router LED (solid blue) and wired internet connectivity.
  • Guided customer to log into router admin via 192.168.1.1.
  • Attempted admin password reset using recovery key.
  • Instructed customer to download and manually apply firmware (incorrect file).
  • Suggested power‑cycle and full reset (not fully executed).
Key Observations
  • Agent spent excessive time guiding the customer through screenshot tools and UI navigation.
  • Provided inaccurate firmware update instructions, leading to an unrecognized file error.
  • Did not perform a simple power‑cycle early in the troubleshooting flow.
Positive Highlights
  • Collected essential customer information (model, contact details).
  • Displayed empathy and apologized for hold times.
  • Scheduled a clear callback with a Level‑2 technician.
Agent Errors / Gaps
  • Incorrect manual firmware update guidance with wrong file.
  • Inefficient handling – long holds, repeated steps, and unnecessary screenshot instructions.
  • Failed to execute basic power‑cycle/reboot early, which is a standard first step.
  • Confusing and overly verbose instructions that did not lead to a fix.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The core issue—wireless devices showing 'connected without internet'—was not resolved by the end of the call; escalation was required without confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed IP checks, firmware lookup, and power cycle, but skipped essential steps like modem reboot, WAN test, and checking Wi-Fi enablement or DHCP settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out of warranty but still pursued troubleshooting and escalated appropriately when progress stalled.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent gathered model/serial and checked IP/firmware, but diagnostic flow was disjointed and lacked logical progression or root cause identification.
T2 Not Met Appropriate tools / resources used conf 93%
Agent incorrectly guided customer to manually upload firmware despite auto-update being standard; KB states manual file upload is not supported, making this an invalid tool use.
T3 Not Met No misinformation conf 96%
Agent instructed customer to download and manually install firmware, which contradicts KB: 'You do not need to download or upload firmware files manually.'
Communication
C1 Not Met Clear & professional language conf 95%
Frequent unexplained holds, long silences, and abrupt transitions disrupted call flow and demonstrated poor control.
C2 Partially Met Confirmed understanding conf 85%
Agent used polite language but failed to adapt technical instructions (e.g., snipping tool, firmware upload) to customer’s self-described low technical ability.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer prematurely, and committed to follow-up via L2 callback.
O2 Met Proactive follow-through conf 98%
Agent set a specific callback time (5:30 PM Monday) and confirmed contact number, ensuring clear next steps.
O3 Met Closure confirmation conf 95%
First contact; agent collected all necessary details without re-asking and referenced them accurately.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Escalation occurred after reasonable L1 effort and multiple failed troubleshooting attempts, meeting trigger criteria.
E2 Met Escalation prep & handoff conf 95%
Agent informed customer of escalation, explained reason (need for re-flash/reset), and provided clear callback window.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized and thanked customer, but empathy was generic and did not specifically acknowledge repeated frustration or effort.
X2 Partially Met Tone & rapport conf 82%
Agent maintained polite tone but did not adjust pace or simplify steps despite customer’s confusion and age-related self-disclosure.
X3 Not Met Overall experience conf 92%
Customer was asked to perform complex tasks (screenshots, firmware download/upload) that could have been agent-led or avoided, increasing effort unnecessarily.
Call Transcript143 turns · 151 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. [music]
00:00
Speaker 1
[silence]
24:00
Speaker 2
Thank you for calling links. This is Carla. How may I help you? Um, okay. And is it like no internet connection? Okay. That device, is that a phone or a computer?
24:00
Speaker 1
One says, yeah, uh, connected with no, without internet, and the TVs aren't the, yeah, yesterday afternoon I was, I was watching a show on TV and it, it just quit, and it said no internet. So the TVs are down. None of our phones are connecting. Um, I do have, uh, it on my computer. I have internet. But, uh, it's wired. It is, correct. Android. Okay. This is the first time [silence]
25:00
Speaker 2
Okay, that phone. Is it an i... go ahead. Okay. That computer, ma'am, is it wireless or wired? Okay. So your phone and TV, that is wireless, correct? Your phone, is it an iPhone or an Android phone? Okay. So ma'am, before we continue, let me just ask some questions, or let me just create a record. Have you got LinkedIn before, or this is the first time?
25:00
Speaker 1
Okay, right. Right. The model number is m r five five w H. And the serial number is six one r one zero m two seat as in cat T as in dog zero one zero zero to nine. Yes. [silence] Yes.
26:00
Speaker 2
All right. Can you have the model number and serial number of your Lens device? You can check that at the bottom or underneath the device itself. Okay. Yes. Okay, let me just check ma'am that I got the information correct. Uh, model number is MR55WH, right? And then, the serial number is [REDACTED_PAYMENT_DIGITS], that's [REDACTED_PAYMENT_DIGITS], R for Robert, [REDACTED_PAYMENT_DIGITS], M for Mary, then two, five, nine, right? Yeah. Okay. That's perfectly fine. We will get back to you as soon as possible. Also, I just want to confirm with you regarding your latest payment that you have made for your monthly fee. Did you pay in cash order at the month of August? No. [silence] I'm sorry ma'am, was that office collection? Yeah. [silence] That's with good progress. Yes. Okay, ma'am, let me just quickly check the system and get the payment details for you. Can you please bear with me for just a moment? [silence] Okay, ma'am. Thank you so much. It's here. Your most recent payment was made on the 23rd of August, $[REDACTED_PAYMENT_DIGITS] for your monthly charge. Alright. [silence] Okay, ma'am. Is there anything else I can help you with today? [silence] Okay. Ma'am, thank you.
26:00
Speaker 1
Yes. Yes. 009. 30 [silence] Spectrum. On the front of it is blue. My phone number is 6
27:00
Speaker 2
B for Charlie. And then is it D for David? And then 0 0 2 9. Uh, three zeros. All right, thank you. I only got it two. Sorry. All right and who's your internet provider ma'am. [silence] And what is the color of the um light on the router? Yes. Okay You know, right, it's blue. Right? Can you have your phone number as well ma'am?
27:00
Speaker 1
188301792. Amy Caston, c-a-s-t-e-n. Yes. K A S K A S T E N. Adkast 10 at live.com. Yes.
28:00
Speaker 2
Okay, how about your first name and last name, okay? And Amy is A-M-Y and then Kesten again is K-E-S-T-E-N. E for Edward, N for Okay. Okay. How about your email address? Okay, so that's AppleDavidKilo@apple.gmail.com. Okay. So your
28:00
Speaker 1
Correct. Yes. Blue. Yeah. Solid blue, not flashing or anything. Uh huh.
29:00
Speaker 2
Your desktop computer, ma'am, is connected directly to the Linksys router, right? And that computer is online, and then the light also on the racional in front of it. The light is blue, right? Okay. Okay, so that's an indication, ma'am, that the light is it is blue. That means the internet is working. Okay? So since your problem right now here is for wireless, the phone and the TV is offline or it shows connected, but no internet.
29:00
Speaker 1
Correct. Correct. Yes. We have, uh, tablets. I see, we have our, we have another phone. We have, um, another TV. And, uh, yeah, nothing seems. We have a a ring doorbell. It's not working. Um, yeah. Correct. Correct. On the, if this helps at all, on the back of the router, where the, uh, lines come in, they're both green, but there's a yellow or orange flashing on both of them. The one that comes in and the one that goes out. The one that comes in from the from the...
30:00
Speaker 2
So, aside from the TV and the phone, do you have other wireless devices? All the wireless devices are not working. They are not connected. Okay. Yes.
30:00
Speaker 1
from the street and then the one that goes out to the computer. Both of them, both of them. [silence] Okay? Okay? Correct.
31:00
Speaker 2
Which one has an orange light, ma'am? All right. All right. In this case, since the only problem here is just for the wireless connection, we can actually double-check the settings on the router. Why is it that the wireless part of it is not working? Okay? So, right? So, you probably need to use your computer to set up or check the settings on the router. You only have one links device, right? Okay. Okay. So, ma'm, before we start for any trouble shooting,
31:00
Speaker 1
Wait. Wait. Wait. I bought this four months ago. Four months ago. Um, I'm sure I do. I don't. I don't remember. Let me see.
32:00
Speaker 2
Here, let me just inform you about the status of your Linksys router, right? It shows it here on our system that this router that you have the MR55W-H, this router is already out of warranty. Okay and if the device is already out of So four months ago, we have them ma'am. Do you still have the receipt of this device ma'am? When you bought it, why did you bought it? Is it in Walmart or is it in Amazon?
32:00
Speaker 1
[KEEP_UNCERTAIN] I don't remember because I was looking at that the other day as far as where I because it happened yesterday. So of course last night I was looking, but I know I got it February 26th is when I or 22nd is when I put it uh started it up. So, let me go back and see what I can find. Maybe January 20th from Amazon. Yeah, January 20th. I guess that looks like that might be it. Oh, that's not right either though. Yes, this year that's not right though because I had.
33:00
Speaker 2
DGAR 20th 20th This year, right? Okay. Do you have like data, you have data, if you can check your Amazon account, ma'am, on the order, his order history? You mean try to, you can check that?
33:00
Speaker 1
[KEEP_UNCERTAIN] All right. Let me how far back I can go here. Okay, it's only getting how can I go back farther? Yeah, it goes it won't give me any more pages. The last one it went is like March 14th, so I can't. Let's see. Right, right, but I've only got three pages and I know I should have, you know, 20 pages and the next is not showing up. Uh. This is irritating. [silence]
35:00
Speaker 2
you probably just scroll they have they're like an arrow that you can go to the previous hey some huh [silence] Okay, will just continue here with the troubleshooting then. Maybe later on we can try to look for that [silence] [silence]
35:00
Speaker 1
Okay. Okay. Okay. Okay. Yes. Oh, Lord. I don't know what it is. Uh, let's see here. It's probably 10. I'm guessing it's 10. I'm not sure what it is. February 22nd is when I I put a little sticker on it.
37:00
Speaker 2
Okay, then I'll be sending you an email. Once you find that receipt, please reply to that email and attach the, uh, like the screenshot of the receipt, okay? Okay, so we'll proceed with the child, uh, chatter shooting. Um, we're going you to use your desktop computer, ma'am. All right, and this computer, what is the operating system? Is it a Windows, um, 11, Windows 10? Okay. All right, no problem with that. Okay. Um, okay. But for now, ma'am, I'll just put here when you got this, like, um, February 22 or is it January?
37:00
Speaker 1
everything so i know how old it is and i have a little piece of tape on there that I plugged it in February 22nd of 2026.
38:00
Speaker 2
Okay. Okay. Or on your computer, were you able to open Amazon account on your computer using a browser? Okay. Have you tried it on your computer? to open your Amazon account? [silence] Um there is no arrow at the bottom like go to next. [silence] Okay. For Dr. And that's it. Thank you.
38:00
Speaker 1
[KEEP_UNCERTAIN] Here it is. Here it is. I got it. Okay. I got it uh Oh my goodness. Purchased February 16th of 2026. Uh-huh. Okay. Okay. I don't know how to do a How do you do a screenshot on your I'm not very techie. I'm sorry. I'm old. Um how do you do a screenshot from from like this?
40:00
Speaker 2
Okay. All right. So please do a screenshot on that, ma'am. Like the order details. OK. So that later on, I'll send you an email. I'll send you an email, then please do attach that receipt, OK? So that it also be part of the documentation, OK? Hm. actually there is like, um, um, on your keyboard, there's a print [silence] button. if you can find it. or if you can take a screenshot of it and send it to me.
40:00
Speaker 1
Yes, okay. And that's it. Just hit that. Oh God, where is it? Okay, there it is, okay. Open what? I don't know if I have that. Uh-huh. There's the, at the top? Uh-huh, okay. Snipping.
41:00
Speaker 2
Yes. Yes. And then you open, um, you open paint paint MS paint on your computer. Or how about this? Open that, um, that mail, um, sorry, that um page and then on your computer, try to um, go to search and then kindly search Snipping Tool. Um at the bottom you have there on your um on the task bar. You have there search like um search snipping snipping tool. Yes.
41:00
Speaker 1
Nipping. Okay. Oh my God. Snipping tool. Okay, what's it doing now? Well, there it is, okay, snipping tool. Oh dear God. Okay. Oh, sorry. You want a capture, okay, let's see. So we want the date. Well, I need to go back. That's
42:00
Speaker 2
Yes, okay. Once you've got that snipping tool, click on the new option on the upper left, click on new. And then it will ask you then to like just drag or place the arrow onto where the page you want to do the screenshot. And then you just drag it until which page you'd like to be screenshot. Yes. And then the name of the router. Yeah. Yes, ma'am, okay? Okay, okay.
42:00
Speaker 1
Okay, you saved snip and I'm going desktop and okay. Okay, good. Okay, I got it. Sorry. Oh my god. Okay. Okay, gotcha.
44:00
Speaker 2
and then you just click on save, you need to save this file so there's like a disc on the snipping tool. There's like a disc on the upper right hand side corner, just click on that and then it'll ask you where to save it. You click on desktop so it's easy for you to locate that file later. I'll send you an, an email then, um, on the email, just click on reply and then attach that screenshot, okay? Alright, I just sent you the email.
44:00
Speaker 1
and it's going and I can get the, there you are, okay, and then I'm gonna, and reply, come on, and send, okay.
45:00
Speaker 2
Click on reply and then after you click on reply, click on the paper clip icon to attach the screenshot. So let's continue now, ma'am, with the childbirth shooting. Are you using a Google, what browser are you using right
45:00
Speaker 1
It's uh uh, have you heard of, uh, Microsoft yeah Edge, okay? [silence] Okay, got it. Yes, [silence] [silence] I P config go. Okay. And
46:00
Speaker 2
uh google chrome or firefox or microsoft edge uh microsoft edge oh can you minimize this page first after you minimize it okay we'll check first what is the ip address of this computer on the search bar again on the taskbar on the search can you type in there cmd that's Charlie Michael David that's um to open the command prompt alright it opened a black window okay uh on the blinking cursor ma'am can you type in there ipconfig
46:00
Speaker 1
And you want a IPv4 address? 192.168.1.17. Correct. Yep. Uh, the default gateway. Okay. F-E80, is that what you want or you want the number? Is 192.168.1.1.
47:00
Speaker 2
Yes. What's the IPv4 IP address? [silence] Okay. 192.168.1.17. Correct? How about the the default gateway, IPv4 default gateway? [silence] Ah no ma'am. The numbers. Okay. All right. Can we close this black screen or just?
47:00
Speaker 1
Okay, out. Okay. Okay. Okay. At the top. 192.168.1.1. And just hit, enter. Okay. Keep your Wi-Fi handy.
48:00
Speaker 2
black window. And let's go back to, uh, Microsoft Edge. All right. And then open another tab. Okay, after you open another tab, Kelly typed these numbers on the address bar. 192. Yes. .168. .1. .1 Yes. Yes. Okay. Is it asking for, um, access router or a password? [silence]
48:00
Speaker 1
Oh. keep your Wi-Fi handy. The Linksys app puts the ability to manage your Wi-Fi at your fingertips with all kinds. There are two two little code things. Continue if you control the Linksys smart Wi-Fi. Okay. Uh go. Waiting. Waiting. Okay. Uh reset admin password recovery key. I think that's on the bottom of this thing in it. Okay.
49:00
Speaker 2
what's on your screen? Or is it like they have the option continue to Linksys Smart Wi-Fi? Oh, yeah, can I click on that ma'am? Okay. Um, all right, um, yes ma'am. Can I type recovery key? The one that's at the bottom.
49:00
Speaker 1
or for well get that thing where it's supposed to be and and submit Okay, create a new admin password and hint. Oh God. [silence]
50:00
Speaker 2
Yes.
50:00
Speaker 1
Okay. Can, huh? [silence] uh Okay. No. I hate passwords. [silence] Okay. Go. [silence] Save your pass. Oh, no. I don't want to do this. Okay. Okay.
51:00
Speaker 2
Nope. And just click on OK or Next. [silence] Okay. APP. [silence] Mm-hmm.
51:00
Speaker 1
Yeah. And I've got all kinds of stuff open here. Well, it says, yeah, this device router, internet, everything's got green checks. Yeah. Yes. That's all the way on the right. Okay. Doing it. Wi-Fi settings. Okay. I have two different options. I have 2.4 and 5 gigahertz. They're the same name. They're the same name. [silence]
52:00
Speaker 2
So you are on the---He says, Mark Wi-Fi [silence]Test ID: SZM F-...23. Okay. Um, ma'am Kyle, you'll scroll down, then at the bottom, there's an option there. Um, or there's a small writings, like licensing agreement, something like that. There's an option, C-8. Can you click on C-8. Um, after you click on C-8, kindly click on, um, Wi-Fi settings. Yes. Are they on the same name right now, or a different name? [silence]Okay.
52:00
Speaker 1
and they both are locked. Yes. I'm sorry, are you still there? Yes. On my wait, wait, wait. You want you want me to do this on my phone. Okay. Okay. Okay. Then let me change you to speaker. Instead okay, here we go. Okay, I'm ready. going to Settings. [silence]
53:00
Speaker 2
please also yes and how about the um the you have also there you know what's the Wi-Fi password right okay all right on your phone right now on your phone all right click on click on the uh click on settings sorry click on settings and then when you go uh yes ma'am let's now let's go to your phone okay when you go to settings and then you go to um Wi-Fi
53:00
Speaker 1
W-fi.[silence] Okay. yeah it says connected without internet yes . Okay. hold on a second. Okay. I have IP address is 192.168.1.103.
54:00
Speaker 2
when you go to Wi-Fi? does it show connected to your name? that sounds on the name right? of your router same, the same um style, it highlight that name ma'am and then click on the or just tap on the name and then it will all go to details and check what is the IP address how about your default gateway? are there, is there any information? [silence]
54:00
Speaker 1
I don't think I have one. I don't think I have a default. I don't see anything that says default gateway. Okay. Okay. And disconnect.
55:00
Speaker 2
[0m1s168ms] all right [0m17s528ms] OK [0m17s828ms] [0m26s698ms] all right. [0m27s668ms] So it's [0m28s668ms] it's a valid [0m29s668ms] IP address [0m31s238ms] from your [0m33s978ms] Linksys router, [0m34s918ms] ma'am, [0m35s188ms] okay? [0m35s488ms] So, [0m36s278ms] kindly [0m36s988ms] um [0m38s138ms] tap on the name [0m38s728ms] and kindly [0m39s298ms] click on Disconnect.
55:00
Speaker 1
I can forget it or I can just turn the Wi-Fi off just turn the uh okay it's off [silence] Okay turning back on okay okay turned it on and oh this is auto reconnect turned off connecting checking the quality of your internet.
56:00
Speaker 2
be sounding out oh yeah you can try that one man turn it off um okay all right after you turn after and under Wi-Fi does it just connected again yes
56:00
Speaker 1
I'm currently connected but don't have internet. [silence] [silence] [silence] You want me to get it? [silence] Okay. [silence] Of course it's in the other room. [silence]
57:00
Speaker 2
Okay. do you have your tablet right now ma'am? um yes um Thank you.
57:00
Speaker 1
All right, it's starting up. [silence]
58:00
Speaker 2
Do you have thirty seven minutes that is not working?
58:00
Speaker 1
It's an Android. OK. OK. OK. It's going. All righty. Takes a long time. Yeah. It takes a while. Sorry. Well. Oh my gosh. It doesn't like to start when the Internet's not working. OK.
59:00
Speaker 2
is it um like I phone or I is that Apple or is it um um Android I okay right it still booting up okay that's okay it's just right
59:00
Speaker 1
Okay, and we got it. Okay, am I going to settings again? Okay. Wi-Fi. Okay. Okay. Yes. Yes. Well, it's not connected, but it's asking me for my password, so I'm going to put that in there again. It usually never asks me.
60:00
Speaker 2
Yes ma'am, we go to settings and then Wi-Fi. When you go to Wi-Fi. All right. Does it shows connected to the name that you have on the router? Yeah, can they? Yeah, put the password. [silence]
60:00
Speaker 1
it just doesn't it. Okay, checking the quality of your net connection. Connected without internet. Yes. I don't know. We haven't had any problems and then yesterday afternoon, everything just stopped, the TV stopped and everything else stopped. Yeah, except for the desktop. Yes. Yes. Yes.
61:00
Speaker 2
It's still connected without internet. Except for the desktop, right? Okay. Ma'am, can we go back to your desktop computer? Okay, this is love the links page, right? Okay. On theLenis page right now, you have there the Wi-Fi setting is on, correct? Okay. All right. Can you um click on okay or cancel?
61:00
Speaker 1
[DOWNWEIGHT] Okay. All right. Let's see. Oh Lord. Uh, well, it's just left. Let's see. How do me put my router pass, it wants my router password again. Um. All right. Okay. And it it came up to device list.
62:00
Speaker 2
to close that page. And then, after that, uh, click on um troubleshooting. [silence] Okay, just type the new password that you love just created.
62:00
Speaker 1
left side troubleshooting well i just have pictures i don't have uh i guess not it says the oh okay here we are here we are okay troubleshooting there it is i got it now okay sorry [silence]
63:00
Speaker 2
Yes. Can you click on, um, uh, click again, uh, click on troubleshooting on the left side? Um, you're now back on the linksys Linksys Smart Wi-Fi page. Okay. It's okay. After you click on troubleshooting ma'am, um, right below status, you have two options devices and report. Can you click on report?
63:00
Speaker 1
I have, OK, there it is. Sorry, didn't see it. There it is, OK. Router status. OK, let's see. Linksys smart services status connected. Internet connection status enabled.
64:00
Speaker 2
okay. after you click on report, kindly then check right below router status, what is the firmware version? [silence] um,
64:00
Speaker 1
the internet Oh my gosh. Just top line. You have endless patience, darling. I don't know how you put up with us old farts. Okay. Firmware version is 1.1.2.209598. Correct.
65:00
Speaker 2
Right below router information ma'am is the first option there the first O N okay again that's 1 1 2 209 598 correct okay and then just right below on that page as well just scroll down a bit ma'am you can see the internet connection IP V 4
65:00
Speaker 1
I see it. The internet address is 24.171. 5.19 Correct. OK. Not the switch. Just hit, just unplug the cord. [silence]
66:00
Speaker 2
OK. What is the numbers of the IPv4 in, um, sorry, um, Internet address? What are the numbers on Internet address? OK, 24.171.65.196. Correct? OK. So it is a valid numbers from your IHS from Spectrum and you will also using the latest firmware of this router. So, ma'am, can we, um, power cycle your router? Just turn off the router and plug the power cord.
66:00
Speaker 1
All right. Okay, you describe. All right. Switches. Oh my gosh, off. It's so irritating because we haven't changed anything. We plugged this thing in and it was been great. Up until yesterday and then it just wrapped out. Okay. It says route not found. How long has it been? All right. All right, back on. On. Blinking. And it blinked.
67:00
Speaker 2
Yes, or you could use the switch ma'am and just use the switch and then let's find them. Just return our address. Okay. Kelly, um, turn it on now. Mhm. Then let's just wait. That will take like a minute or two before it fully boot up. Okay. Yes.
67:00
Speaker 1
Yeah. It's blinking a little bit. Now it's still blinking. Sure. Okay, okay.
68:00
Speaker 2
Okay. All right, let's just wait for that, ma'am. Ma'am, while waiting for this, can just place your phone for just three to five minutes, all right? I'm just going to check something here. I'll be back, okay? Thank you. [silence]
68:00
Speaker 1
[silence]
71:00
Speaker 2
Hello ma'am, thank you for patiently waiting. I do apologize for that hold. So the router is it ready right now? It's still booting up. Uh it's still, it's still blue, the light's still blue. Okay. Can you check your phone or your tablet?
71:00
Speaker 1
Okay, let me check it. yeah, the the phone says connected without internet. Yeah, let me check it too. Yep, connected without internet.
72:00
Speaker 2
Ma'am, there is still shows connected.
72:00
Speaker 1
[DOWNWEIGHT] Yes. I'm sorry, I didn't hear what you said the last. I have on my desktop. Uh, and I will attach in a second or two and it's uh, basically a Google Doc. I'm editing on. Um, another computer, if I hear any anyway I'll get any text typing. It's ingenious. Um, we might have also a problem because this might be blocked by a firewall. Um, or internal settings or any reason any computer can't connect under some out some other computers. Um, yeah,
74:00
Speaker 2
All right. okay. All right, ma'am. Um, uh, on your computer, uh, you still have that, um... Microsoft Edge. Kindly, uh, when you Microsoft Edge, um, the router not found, right? Um, you still have that, um, router not found page.
74:00
Speaker 1
computer. I have the linksis smart WiFi open. Um. Okay, I was on the devices. Okay here's the. I'm under the troubleshooting and I have status, diagnostics and logos. Okay.
75:00
Speaker 2
Okay. Okay. How about this? kindly click on device list on the up on right below smartwifi tools. all right. How many um devices online online? Okay. Um kindly click on okay ma'am. Click on okay. Uh-huh.
75:00
Speaker 1
Okay. Device, yeah, device list. Okay. I have online devices, local, I have two, and guests, I have zero. Uh, let me click on that and see that. Oh, okay. Oh my God. There's a whole bunch of them. Okay. Uh, two are online. It's the router and the desktop. Oh yeah. Yeah, everything's, everything else is offline.
76:00
Speaker 2
After you click OK, um, click on device list, yes. Uh-huh. And then how many, uh, okay. Under my network, uh, how many are online? And how about for phones, not online, for phones? Tablets? Okay. So the only thing that is online is, um,
76:00
Speaker 1
the router and the best touch okay on there uh okay uh wifi settings wireless um
77:00
Speaker 2
okay okay kindly click on um okay ma'am All right can we go back to Wi-Fi settings? mm-hmm yes and um you have there 2.4 and 5 right? mm-hmm um you didn't you close
77:00
Speaker 1
Close what? Wi-Fi settings. No, I don't know. I did before. Let me see if I can get back there. Yeah, yeah, here it is. I see it. I see it. Yeah, yeah, it's 2.4 and 5. Yes. Yes.
78:00
Speaker 2
Deviceless screen ma'am. Um arm. um. What page do you have in there right now? Is it still the device list auto eyes? You have there. What the 2.4 J? Set the band and the five of right? Okay. Can you click on cancel and then click on CN? Okay. Okay. And again they have the same name right? [silence] Okay, just keep that page open, ma'am. Let me just check something, okay? All right, can I please do hold for just another three to four minutes, ma'm? I'm just double going to check this, okay? Thank you. [silence]
78:00
Speaker 1
Yes. Yeah. No problem, no problem, okay. Okay, oh, my, my tablet, it's not connected. Do you want me to do that or the desktop on my tablet? Okay, okay? I'm ready. [silence]
83:00
Speaker 2
Man, thank you so much for patiently waiting. I'm so sorry for the hold. I apologize, okay, for this inconvenience. Ma'am, we are going... We’ll try to, um, on your tablet right now, um, let's try to do this. And then after this step, if still doesn't work, we need to, um, re-flash the firmware of the router, okay? Might be that's the reason why, because it won't detect any wireless devices, even though it shows connected on your tablet. On your tablet, um, go to Wi-Fi. Go to Settings, Wi-Fi. Ah. Yeah. Um, on your tablet first, on your tablet.
83:00
Speaker 1
Uh-huh.
84:00
Speaker 2
Okay, go to settings. All right. And go to Wi-Fi. Okay. And then, um, it says, choose connected, no internet or without internet or, it's not connected to anything. Okay, can you tap the name and then click on forget? Uh, forget it. Click on forget. Yes. Uh, yes. Forget your network? Mm-hmm. Yes, after you forget it, um,
84:00
Speaker 1
Okay. Okay. It's asking for that, so I'm going to do it again. Checking the quality of your internet connection. Connected but without internet connection. It did. Oh, wait a minute. It's not doing it. That's this one. [silence] Internet [silence] [silence] not available.
85:00
Speaker 2
It's okay, ma'am. Stop the name again and then click on connect, reconnect to the network. It did ask for a password, ma'am. Okay. And you, okay, tap the name again and then go to details and then check what's the IP address. Okay.
85:00
Speaker 1
[silence] come on. [silence] connecting. [silence] IP address 192.168.1.105 Okay? Okay? Okay. Uh-h [silence] support.linksys.com
86:00
Speaker 2
firmware what's on your computer? Open application?
86:00
Speaker 1
Did I spell that right? L-Y-N-K-S-Y-S. Okay, go. Okay, all right, I got it. Yes. [silence] Yes. Uh-huh. Okay and then it dropped down a bunch of square.
87:00
Speaker 2
It's L-I-N-K-M L-I-N-K-S-Y-S. Yes. All right. You are now under Linksys support. Okay. On Links support, uh, there is an option there to search, um, right? Simply type in there, the model number of your router, uh, MR-5, 5W-H and then there is a, um, M-hmm. And then, after that, uh, Yes, look for the Linksys MR 55W HLN-3129 support. [silence].
87:00
Speaker 1
Got it? Okay. Yes. Downloads and documents, okay? Yes. Download? Okay? Okay? I think it's done. Oh. Okay. [silence]
88:00
Speaker 2
All right, Freddy, just a moment, and then it will route to St. Linksys's MR. 55W support. Just scroll down, just scroll down, then look for the downloads and documents. And documents, all right, and then there's firmware, right? Um, kindly click on download, and it will down. Oh, yes, it will download the firmware. Okay, we need that file. Mm-hmm.
88:00
Speaker 1
There's a... That looks strange. Could harm your d...OK. OK.Oh, I have no idea where it... I have no idea where it's saved.Oh.Uh-huh.To go back.OK, search tab.Yeah, per right. Okay,
89:00
Speaker 2
Winner. Do not open it ma'am. Do not open it. You cannot open that file. Okay. Um, there's no uh, program or file on the computer that can read that. Only the uh, just the router's firmware. Okay, and after that, just make sure you know where it was saved, right? Kindly then um, go uh okay. You can um, click the uh, on the upper right of the page. There's an arrow. There's an arrow there, right? Okay, click on it. It will give you the, um, um, I know not, not to go back ma'am, on the upper right. Uh-no, um, on the Microsoft.
89:00
Speaker 1
on that little window. Okay, I got it. I got it. I'm sorry. Okay. Oh my god. Yes, this PC downloads unconfirmed. Yeah. Okay. I got it. Okay. I got it. Um yeah. I got the, I don't know, there's like eight different network status, links, home networking, Wi-Fi settings, device list, guest list. Uh yeah, I think it's the main screen.
90:00
Speaker 2
[silence] Yes. [silence] Okay. You have there the, hold on, let me just try. You can see it there, the downloads, right? [silence] Okay. And Okay, good. Okay, then let's go back to the links, the Linksys Smart Wi-Fi page. Okay. [silence] Okay, after that, what page that is open right now? Device list, right? Or Wi-Fi settings? [silence] Okay. On the main page, on the main screen. Can you click on the menu?
90:00
Speaker 1
Connectivity. Connectivity. Okay. All right. Yes. Correct. Correct.
91:00
Speaker 2
Okay, let me just check. Okay, can I like on um... connectivity? Uh-huh. Okay, hold on. Then under basic tab, okay, you have there um on the right side of the page, you have there firmware update, correct? Okay, uh did you click um can you click on manual update or choose file. [silence]
91:00
Speaker 1
um... Yeah. I have automatic check for updates details. Router is up to date. Uh, I don't notice I have automatic yeah, no automatic, no manual. Okay. Yes. Okay. Okay. connection.
92:00
Speaker 2
[silence] tomorrow. What about manual. it is at the bottom. Just automatic. No manual option. good. At the very bottom of the page, do you still have an option CA. Okay, Kalikli, click first on CA. Okay. All right. And then after CA, go back to connectivity.
92:00
Speaker 1
Okay, I, there's automatic and it's, it's checking for updates, but I can uncheck the automatic? Okay. Um, manual, no files, okay. I got it. Manual, choose files? Okay. Okay, I got it. And hit open? Okay. Oh, here we go. Unrecognized file extension. The selected file is not an official firmware file from Linksys. Installing this file may cause the router to stop functioning properly.
93:00
Speaker 2
Yeah. No need to uncheck, ma'am. Right below that, there's an option for manual. Okay. Click on choose file, yes. And then look for the file that you have downloaded. Yes. Click on open, and then click on start. Okay, let me just verify, ma'am. The file that you have downloaded is FW under score mR 55 and 100, okay. No, that is not the one ma'am. It should be that that they just be FW under score MR 55. On the former upgrade can you click on canceling it to cancel the update and then let's download again the firmware. Let's try to.
93:00
Speaker 1
Okay. Okay, I got it. Right. Yeah. 1. one. Yeah, I got it. Okay. All right. Now. activity again
95:00
Speaker 2
Go back to the page that we, that's on the another tab. Okay. That's under firmware, right? Okay. You would know the name of that the file name of that firmware, ma'am is FW-MR5500. Mm-hmm. All right. So once it's completely downloaded, let's go back to the Linksys Smart Wi-Fi page and click on connectivity again.
95:00
Speaker 1
uh, this is weird. it's that same one again. it doesn't it doesn't give me the, uh, yeah. it says, unrecognized file extension. the selected file is not an official firmware file from Linksys. installing this file may cause the router to stop functioning properly. are you sure you're want to continue?
96:00
Speaker 2
that's the correct file right that we selected okay what's the what's the message again ma'am okay all right just click on cancel it ma'am we're not continue because it did not recognize the extension but when you do choose file ma'am you would
96:00
Speaker 1
Uh-huh. Yeah. Yeah. And then it says, could, you know, in that little box, it says, could harm. So, okay.
97:00
Speaker 2
FW underscore MR 5,500, right? okay All right, hold on see yes uh-huh yes All right, so just um, okay hold on me just check that okay
97:00
Speaker 1
Yes. Okay. Right. SWM underscore MR 5500 underscore 1.1.2.209598. Yeah, I don't know. It's, it's not happy.
99:00
Speaker 2
hello ma'am okay um just canceling it okay um we did not recognize um the file but again we selected the one that we just downloaded the fw underscore right mm-hmm okay Depending on the model, but it's mostly on. Okay, all right. Ma'am, I already have already verify this. There's a possibility that the router, it needs to be reset and reconfigure, okay? All right, so the only devices that will reconnect to this one is this their two phones, both iPhones, right? And Mhm. Okay. Mhm. Okay. Okay. So, ma'am, for the reset and reconfigure of this router, I am going to like assign a static IP.
99:00
Speaker 1
Okay. Okay. Uh, we're central. We're central. It's almost 9 o'clock now. I do. Okay. in two to three hours from now. Oh no. No.
101:00
Speaker 2
Okay. So, your call has been escalated to our second level technician. Okay? They will be the one to help you in continuing the technical troubleshooting. But remember, you're in what time zone? Show your Eastern? Pacific? Pacific. Pacific. Pacific. Okay. Do you have time to continue right now with the troubleshooting? Or even if it's already beyond? Okay. Okay. Hold on. Let me just double check if they can call you back. All right. Ma'am, is it okay if they call you within two to three hours? Yes, ma'am. [silence] We are still available. [silence]
101:00
Speaker 1
Okay. Okay. Uh, I have, I can get to the connectivity page. Yeah.
103:00
Speaker 2
okay for a moment ma'am let me just check okay now do you still have the connectivity page right okay okay now uh so what page do you have right now is it the main page okay
103:00
Speaker 1
Wi-Fi settings. OK. OK. Oh, wait a minute. Well, I have the Wi-Fi tools is where I am. Is Wi-Fi Wi-Fi settings. Let's try that. OK. OK. Wi-Fi settings. OK, and you want me to do a screenshot of this. OK. Oh, God. How do I do that again? Snipping. Tool. New. And I'm going to do that. I'm going to do that. I'm going to do that. I'm going to do that. I'm going to go do that. OK, so I got [silence] I got that. All right. Now, what do I do? Clearly the next step would be some kind of like I press share and I save. I press share and then on the left side there's the save. So I am [silence] going to do this one of these buttons. Oh, there's no save on here. share signature save. Oh, see. I get it. I figured it out. OK. So I will then get the instructions to the email. Oh, dear. Oh, we have to click multiple people. The first one is already in there. It's sent to myself.
104:00
Speaker 2
All right. Can you click on Wi-Fi settings, ma'am? Yes. And then kindly do a screenshot on the Wi-Fi settings. Is that on? Yeah, it's okay. Okay. Yes, just take note what is your Wi-Fi settings.
104:00
Speaker 1
I. [silence]
105:00
Speaker 2
so we can we sign in the row? [silence] uh huh no no ma'am no need to email that okay just that will be the copy of your own Wi-Fi settings okay? even if you're a TV ma'am right now if you're going to track the once it's near to you does it shows connected as well.
105:00
Speaker 1
Okay, let me go check. [silence] Yeah, no, I've got nothing. It's not... I don't have anything. I can't uh stream anything or... I'm not seeing anything on here basically. [silence]
106:00
Speaker 2
Okay. Okay. Okay, because, um, right now, ma'am, um, actually this will be for, uh, level two escalation, but as of the moment, all of them, um, are engaged in a call. Um, that's why there is a, um, window of a, to, [silence]
106:00
Speaker 1
[silence] Yeah, okay. I'll probably be up for another hour, but it's it's 9:00 and I've got a I got a big day tomorrow. I wasn't going to stay up all night and [silence] Uh I'll be at work. Um let's see if they want to call me. Um I think I can like at five. Yeah. Uh [silence] Yeah.
107:00
Speaker 2
to three hours, but since you're not going to wait for that that time, if in any case, until what time you can wait, ma'am? Okay. Okay. Okay. So, in that case, ma'am, is it okay if you really need an internet on your Wi-Fi because if you can, if you cannot continue with the troubleshooting right now, is it okay if they can call you on Monday? Because we're not available, we're closed during weekend, Saturday and Sunday.
107:00
Speaker 1
Well, you shouldn't have to work all the time. Let's see. Yeah, Monday, Monday the 8th, um, I can do any time after 5:00. Like 5:30, probably 5:30. Yeah, say 5:30. That'd be good. Okay. Yes. Okay. Okay.
108:00
Speaker 2
after 5 o'clock 530 that's in the afternoon Central Time Monday correct okay okay um right now it's nine so I'll endorse this right away once you ended our call okay okay and then um you may try to wait ma'am maybe find if we'll be available they can call you and in any case they cannot call you um after the and after an hour you just go to sleep and definitely will be on Monday this is your priority ma'am silence
108:00
Speaker 1
[HUMAN_REVIEW] Okay, that'd be great. That'd be great. Okay. one, one seven, nine two. Correct. Okay, that sounds great. Okay. Okay, that'd be great. I'll leave it on till then. All right, well, thank you very much. I appreciate your patience. You too. [silence]
109:00
Speaker 2
Okay. Okay. And okay, let me check phone number that we could reach you. 618-830-1792. That's your mobile number, ma'am? Okay, so I'll just put it here at 5:30 in the afternoon. So in any case, someone will call you within that time or within 5:30 to 6, so you can just answer that call, okay? And we apologize for this inconvenience, but again after our call, I'll endorse this right away. In any case, we'll be available within the hour; they can call you back. If not, then it'll be on Monday, okay? Okay. Okay. All right, ma'am. So thank you so much. You're welcome, ma'am. You're welcome. So thank you for calling links ma'am, and have a good evening to you. Of course, for the. We apologize for this inconvenience. Okay. You're welcome. Goodbye.
109:00