V2 Rubric Detail — 773bc8ba-65a8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 15:16
Duration
41m 12s
Contact
Emmanuel Edebowane
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133113
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03CF-UK No Internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall87.5% (+31.5)

V2 Grader Summary

The agent correctly diagnosed the router’s lack of WAN IP (0.0.0.0) after thorough troubleshooting, including valid 5-press resets and web UI access, and directed the customer to contact Community Fibre — the appropriate resolution. All technical guidance was accurate and ownership was maintained, though communication efficiency and empathy were partially effective.

V1 Case Analysis

Customer reported no internet after power outage; WHW03V2 routers show flashing magenta LED. Agent performed incorrect 5-press reset, observed 0.0.0.0 WAN IP, and advised customer to contact Community Fibre. No case created, warranty not discussed.

Troubleshooting Steps
  • Collected model number and serial number.
  • Instructed 5-press reset (incorrect for WHW03V2).
  • Performed multiple power cycles and resets.
  • Accessed router admin page (192.168.1.1) and checked WAN status (0.0.0.0).
  • Directed customer to contact ISP (Community Fibre).
Key Observations
  • Agent used the 5-press reset method, which is not applicable to WHW03V2 mesh routers and contradicts KB guidance for Velop/Intelligent Mesh products.
  • Agent incorrectly suggested using 'admin' as the router password without confirming it was the correct default for this model or setup.
  • Agent failed to verify WAN cable connection or modem status before concluding ISP fault, despite customer mentioning electricians had worked on power.
  • No case number was created, warranty not discussed, and no evidence of follow-up email was confirmed.
  • Final outcome—directing customer to ISP—was operationally valid given 0.0.0.0 WAN IP, but reached through materially inaccurate troubleshooting.
Positive Highlights
  • Collected the device serial number and model accurately [02:00–03:00].
  • Successfully accessed the router admin page and correctly interpreted 0.0.0.0 WAN IP as no upstream connectivity [37:00].
  • Correctly identified that ISP (Community Fibre) must be contacted to resolve upstream outage [38:00].
  • Provided the correct customer support number for Community Fibre [39:00].
Agent Errors / Gaps
  • Provided incorrect reset procedure (5-press) for WHW03V2 [07:00, 19:00, 20:00]; this is not a supported recovery method for Velop/Intelligent Mesh models (KB: velop_router_setup.md, Section C).
  • Suggested using 'admin' as the router password without confirming it was the correct default [33:00]; WHW03V2 may use a unique default or have been previously customized (KB: linksys_now_login_admin.md).
  • Did not verify WAN cable connection or modem status before concluding ISP fault [12:00–14:00]; electricians had recently worked on power, increasing likelihood of physical disconnection (KB: universal_mesh_full_rebuild.md, Part 4).
  • Failed to create or reference a support case number [04:00–05:00]; despite collecting customer details, no case was documented.
  • Repeatedly instructed resets and 5-press sequences without validating prior steps [07:00–20:00], creating avoidable loops.
  • Did not confirm whether follow-up email was actually sent [38:00]; promise made but not verified.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent correctly identified the router had no WAN IP (0.0.0.0), concluded the issue was ISP-side, and instructed the customer to contact Community Fibre with the correct support number.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through multiple resets (5-press and 20-second hold), full power-cycle with cable removal, LED observation, Wi-Fi network verification, web UI access, and WAN status check — all relevant and logically sequenced.
R3 Met Correct resolution path conf 97%
Agent correctly determined the issue was ISP-related (no internet from source), not a hardware or configuration fault, and gave the appropriate path: contact ISP. No unwarranted RMA or dismissal occurred.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified the magenta LED, confirmed model (WHW03V2), performed targeted resets, accessed router UI, and diagnosed 0.0.0.0 WAN IP as the root cause — a logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 95%
Agent used the router’s web interface (192.168.1.1) to check WAN status and IP assignment — the correct tool for confirming internet connectivity at the device level.
T3 Met No misinformation conf 98%
All technical steps were accurate: 5-press reset is valid for WHW03 (per universal_5press_models.md), power-cycle order was correct, and accessing 192.168.1.1 for diagnostics is standard.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general direction but had multiple long silences, repeated prompts, and unclear transitions (e.g., switching between routers without clear focus), indicating suboptimal call control.
C2 Partially Met Confirmed understanding conf 88%
Agent used clear language but did not adapt to customer’s visible confusion (e.g., mismatched SSIDs, app redirection), nor consistently confirm understanding before proceeding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end: performed full troubleshooting, created a warranty record, and did not transfer or abandon the case.
O2 Met Proactive follow-through conf 96%
Agent provided specific next steps: call Community Fibre at 0800 082 0770, and confirmed an email with setup instructions would follow — clear and realistic.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Agent correctly decided not to escalate to Linksys engineering because the issue was isolated to ISP service loss, not a Linksys hardware or firmware fault.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred and none was warranted — the issue was correctly identified as ISP-side.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and thanked the customer, but did not explicitly acknowledge the frustration from the power outage or repeated failed resets.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady pace but did not adjust tone or simplify explanations when the customer struggled with app vs. browser access or SSID mismatch.
X3 Partially Met Overall experience conf 88%
Customer had to perform multiple reset cycles and power-cycles; agent could have streamlined by directing a single full reset after cable removal earlier.
Call Transcript80 turns · 80 lines
Speaker 1
Hi. Um, uh, hi, um, hi, um, I've just, got a problem with, um, the broadband that we've got with Community Fibre. The, um, it's links with, um, broadband. Um, we've got two of them. We just had, electricians come through, um, just to sort out, some electricity problems, that we had, and, uh, they turned off the, main electricity supply, turned it back on, and we've been having wi-fi problems, since then, so I just wanted to see if, there's a problem, um, a way to resolve that? Yeah, it's showing, uh, red light.
00:00
Speaker 2
welcome to Linksys support to assure quality service your call may be monitored please remain on the line when the line is connected uh-huh hi uh-huh uh-huh uh-huh thank you for calling Linksys technical support my name is Ellie how can I help you uh-huh uh-huh uh-huh uh huh okay so right now sir can you see any LED light on top of your two Linksys routers uh-huh and what have you done so far sir after the outage
00:00
Speaker 1
Okay. Mm-hmm. Um, so I've tried to um, turn off the broadband like the normal ways, just turn it off. Tried that, it didn't work. Um, I've tried the reset button, so I've held it for around maybe 10 to 20 seconds. I've held them on I've done it probably like three times now for both of the the connections that we have and um they still haven't worked as well. So I just wanted to see if there's anything else we could try. Mm-hmm. Um, probably be around like 10 to 15, 20 seconds. Um, I I counted. I tried first um 20 seconds. I counted. Um, it will show a flashing blue light and then it'll go back to red. Then I tried 30 seconds. It will show a blue light, go back to red and I tried 10 seconds as well. It'll show a blue light, go back to red.
01:00
Speaker 2
So the reset routers are since you mentioned it earlier.
01:00
Speaker 1
[silence] yeah, more like magenta, not like your bright red, to be honest, more like magenta red. um, okay. So, the serial number did you mean or the model number first? Okay, the model number would be WH-03V2.
02:00
Speaker 2
So this red lights are, it is not like red, like super red, or like it seems like uh, kinda like magenta. Okay, how about with this one? So I can double check it. And um, go to your main router and give me the model number and the serial number, please. Um, and I think I'm, can go first, sir. Okay, and the serial number. [silence]
02:00
Speaker 1
Yep, serial number is 30... S2... 0M... M for monkey... Um, 37... B0... 0673. Yeah, son, yeah. Yeah. Yeah. Yeah. Yep.
03:00
Speaker 2
let me just verify it back to you that's three zero S like Tom to zero M okay two zero M like buried three seven B for Broughal zero zero six seven, three. Okay, thank you so much.
03:00
Speaker 1
Yep, no problem. Okay. Yeah, my first name is Emmanuel Adewale.
04:00
Speaker 2
uh okay I give me one moment sir let me just go ahead and see if I can pull up some information using the serial number that uh that you provided uh okay um sir I was trying to pull up some records but unfortunately I can't I mean I don't see any records in file uh let me just create one can I have your first name and your last name uh may I know your middle name if you have one uh [silence]
04:00
Speaker 1
A.D and O.Wale. Email address. O U W A E A at gmail.com. Yep. Yes, I'm using the Linksys app.
05:00
Speaker 2
okay, thank you so much, and can you give me also your email address? okay, thank you so much, uh, give me one moment oh, just give me one moment. [silence] and by the way sir, when you tried to set this one up again, since you have already performed uh resetting the router, um, are you using an app?
05:00
Speaker 1
I tried to log in through there, but because there's no um, there's no Wi-Fi um, connection, it wasn't letting me to to log in using the router password. Um, my dad should be the the registered account holder for for this, but I just can't get a hold of him right now, so I thought I'd be able to just go through the support system myself to see if I was able to sort it out myself. Yeah. Yes. Yes. yes. yes.
06:00
Speaker 2
uh-huh, uh okay, I see, okay so, uh, right now, sir, since uh you mentioned that uh you reset the router and then you also mentioned that uh like um it's not really that, um, you know, it's not really that, red, it seems uh like something like about mayan magenta color, so can okay can we try to do something? so on the main router, sir? Uh, okay, so look for the reset button again.
06:00
Speaker 1
yeah okay okay then no I'll do that for you right now yeah no problem I've just done that now and it's showing a kind of yellowish orange color flashing right now yeah okay no problem I've also got another one as well because we have two set up in our in our house we have one in the main front room and then we have one in the corridor as well would I need to do the same set up for both of them
07:00
Speaker 2
And then what I want you to do is press that reset button for five times. So press release, press release for five times. Okay. Okay. Uh let's wait for it sir. Because if it's, um, if it's really magenta, that should help uh the router to set up itself. So that process will, uh will actually take like about two to three minutes. So let's just wait for it.
07:00
Speaker 1
Because they are both, um, showing the same color, magenta type color as well. Yeah. Yeah, no problem. Um, it should be a year now, I think. We've had it. We've probably had it for a year now, to be honest. Um, if I can remember correctly, obviously, my dad was the one that got it because we were approached by, um, by the, um, um, people that came to set up. They, they came and pitched the idea of having community fiber in our house and, um, they came, um, pitched it to my dad. They were, currently, we were with, um, Virgin Media at the time. So then, um, they told us about the benefits and, yeah, we decided to do the switch over to community fiber. And so I should, it should be around a year ago, but forgive me if I'm wrong.
08:00
Speaker 2
um let's just do it first on the main one or the one that is connected directly to the internet source okay and uh by the way sir uh do you still remember like uh like when did you got this router I don't know.
08:00
Speaker 1
yeah, yeah, you can use it. Yes, um it's flushing the magenta color right now. yep, no problem.
09:00
Speaker 2
I don't actually also see any information about that, so I was actually about to ask you for permission if we can use today's date, but we are going to backtrack it for a year, so that we'll gonna be June 11th of 2025 to be the warranty start date of your WHW03. Okay. Okay. June 11th, 2025. There you go. Okay. So, right now, sir. What is the light on the first router or the main router? Okay. Now, let's wait for it. [silence]
09:00
Speaker 1
Yeah, No problem. Well, it was flashing orange, yellow, which is a nice flashing magenta. Let you know if it's changed again.
10:00
Speaker 2
Let me know so if there is some changes.
10:00
Speaker 1
Um, no, it's still currently flashing that kind of light magenta bright magenta color as of right now. So it has not changed. Yeah. Um, I don't believe so. Just got the the long kind of cuboid type shape routers. Yeah. Yeah. So, turn off the routers, um, by the plug? Yeah.
12:00
Speaker 2
So, um sir, like, is it, um, did the the light change, or? Okay. Okay, um how about with this one, sir? Uh, do you have routers only? Uh, huh yeah, and then you don't have any modem, right? Tabel. Okay, I see. Um, can we do this, sir? Uh, can you turn off everything first? Yeah.
12:00
Speaker 1
No problem. Yep, unplug it. No problem. Remove all the Ethernet cables as well. No problem. Yep. Yep, no problem. Yep. Yep, I've unplugged it now. Yep
13:00
Speaker 2
ah yes, just unplug them.
13:00
Speaker 1
no worries, only the amplitude yeah? uh yes and no trouble and have turned it back on now and it's showing a blueish color, a yeah Yep, still flashing the blue color [silence] okay now it's
14:00
Speaker 2
Okay. Only the main router. Only the main router. Yeah. Put back first the Internet cable before turning it on. Let's wait for it, because it's still booting up.
14:00
Speaker 1
Okay, now it's showing a solid green light.
15:00
Speaker 2
Okay sir, thank you so much. I'll just wait for it. um Okay, uh, let's wait for it. Give it at least a minute. Cause if it's uh, like showing a green light right now cuz that actually indicates that um, the internet has been um, restored uh, have
15:00
Speaker 1
Yes, just change right now back to a magenta flashing color. Okay, no problem. Okay. [silence]
16:00
Speaker 2
However um let me let us just double check and then observe it If it's uh if it's the LED light changed okay So give it a minute or two something like that [silence]
16:00
Speaker 1
Yes. Yes, It's still currently flashing that magenta color. yeah. Yeah. so I should press it five times. okay, 20 seconds. No problem. Okay, no worries. I'll start it now. [silence] One, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, thirteen, fourteen, fifteen, sixteen.
17:00
Speaker 2
okay, so um, is it feeling still like flashing? Okay, can we reset that main router again sir? Okay, press yeah um, no press and hold the reset button for 20 seconds again. So do not let go of the reset button if it's not yet 20 seconds. Oh [silence]
17:00
Speaker 1
17, 18, 19, 20. Okay. So, I've just let go of it now. It's currently not showing any colors on top. Oh, now it's showing a blue color. Yeah. [silence] Okay. [silence] it's gone to black color.
18:00
Speaker 2
Okay. So let's wait for it. [silence]
18:00
Speaker 1
Yep. Now it's showing a solid magenta color. Yeah.
19:00
Speaker 2
Okay so right now it goes back to solid magenta. Okay now sir can you perform it again the five breaths
19:00
Speaker 1
yep press it for five times, no problem. yep, i've just performed that now and it's showing um a flashing orange slash yellow type color, yeah.
20:00
Speaker 2
So the re- the RESET button PRESS it for five times then let go five a PRESS-RELEASE PRESS-RELEASE [silence]
20:00
Speaker 1
um Let me see. Okay, I do see the TV in there and Yes, yes, yeah. It's now. Flashing the orange and yellow light. It looks like it's a solid green light.
21:00
Speaker 2
So um, sir, uh while waiting for that router, so if this process will not gonna work sir, uh do you have a tablet or a laptop that is available to use right now, so that we can access the router settings of your Linksys router via app? I mean via web browser. But before we proceed on that one, let's just wait for it first. Uh-huh. So uh let's uh give it at least a minute.
21:00
Speaker 1
Okay, now it's back to the flashing magenta color.
22:00
Speaker 2
OK, so is it still like, uh, flashing, sir?
23:00
Speaker 1
Yeah, still posting the magenta color, yeah.
24:00
Speaker 2
okay so right now it is still [silence] pulsing [silence]
24:00
Speaker 1
Yeah, no problem. I've got it with me now. Yeah. Um, let me just get that up now. Okay. Yep. So I've got the default.
25:00
Speaker 2
Okay, sir, can you, I mean, can we, uh, now grab your laptop? So, um, if you have already your laptop sir, can you look for the default Wi Fi name of your Linksys router that would be like Community Fiber. Can you see it?
25:00
Speaker 1
It's ending in. Community fiber 10 GB 99 six nine. Sorry, wait. Let me just get this. Okay. So the one that I have with me now is is not displaying that the the Wi-Fi is not displaying on the Wi-Fi list. It's showing the one I believe the one that we have the other one. I believe that's the other one that I just played. Let me just go and double check it. That's the name for it now. Okay. Yeah. So the one that we have in the corridor.
26:00
Speaker 2
I don't know what wifi name did you see earlier. Okay. [silence]
26:00
Speaker 1
Um, it's also not displayed as well, to be honest, but am not, it, it looks familiar in terms of the ones that we usually connect to but um, it's in inside the actual router, the Wi-Fi name is not the same. Um no, I have not turned it off. It's just showing a solid magenta color right now. Yep. Should I turn it off by the router or by the plug? Yep, either way, no problem. I've turned that one off right now. Um. They vary a bit. Okay. Yep, no problem. Will do that now. [silence]
27:00
Speaker 2
Okay uh okay but but the one that is on the the floor sir did you turn it off? [silence] Okay uh can you turn it off for the meantime? [silence] Um either ways sir. [silence] Okay now let's go back to the main router and and then um when you're got there sir, can you turn off the Wi-Fi connection of your laptop and then turn it on again like and just easily toggle it on and off. [silence]
27:00
Speaker 1
Yep, I've done that now. And um yeah the the current one that's showing the top one that's being displayed is community fiber 10 GB _94262. Yes. Yes, that is the name that is the one that's also displayed on my phone as well as my networks that I've connected to before. But for some reason that I'm just realizing this for the first time that they do not match in terms of the Wi-Fi names. But I do believe that it is the one because um Um Yep, so the Wi-Fi name under the router is community fiber 10 [silence]
28:00
Speaker 2
okay the 94262 [silence] but the one underneath the routers, sir, what does it say [silence] what's the wifi name under the router?
28:00
Speaker 1
Is that your current MAC address? Oh. So should I read out the MAC address for the root router? Is that correct? [silence] Yes, yes, that's the MAC address.
29:00
Speaker 2
six. a. 58. Okay, so this is actually should be the one that it's showing. Because, uh, yes, it did actually match. The, uh, map address of yours, uh, of this main router, but it's not there. Um, just verify it, uh, to me, sir, that that's EAT- 94 8-0-F-9-6A-58.
29:00
Speaker 1
Okay, so now I'm currently seeing that it's come up now. Yes, the Wi-Fi name has come up on the Wi-Fi list now. [silence] Yes, [silence] it's now come up, yeah. [silence] Yep, no problem. [silence] I'm just gonna put in the Wi-Fi password now. [silence]
30:00
Speaker 2
Okay, so it did it then, it did now came up. Da community fiber underscore nine six a five eight. Okay. Um, now, sir. Can you tap on that network? And then connect your laptop. Though, it doesn't have any internet as of the moment. It's okay. Uh-huh.
30:00
Speaker 1
Okay, stop seeing. It's verifying and connecting. Okay, yep, it says it's been connected but there's no internet secured. Yeah.
31:00
Speaker 2
Okay. Okay, sir. Please open browser.
31:00
Speaker 1
um 192 168 dot 1 dot 1 and search now probably it's taking me to uh an app where it says let's get you up and running download the Linksys app for setup um no I don't see any option for me to continue it just says um it's also the best way to manage your wi-fi it's saying download on the app store get it on Google Play and then it's showing some QR codes to scan [silence] oh so I keep on saying Clicksys Linksys app I'm first time user so uh maybe it's taking me to the wrong app yeah oh I didn't know about this app yeah yeah I have to put in the password before they say [silence]
32:00
Speaker 2
Ibar type in 192. Yes, 192.168.1.uh-huh. Yes. Okay. Uh can you see an option to click on continue to link to Linksys Smart Wi-Fi?
32:00
Speaker 1
Yep. Yep. On the left side it's showing two things. Okay. Yep. I've done that now. Yep. It's the sign-in page. Log in with your route of password, the access root admin in the password section, yeah? Yep. All lowercase. Yep, no problem. Oh, it's saying we've updated our password requirements to be more secure. Please create a new one.
33:00
Speaker 2
Okay, can you see a two phone um picture at the left side? Okay, double click that okay uh double click that two phone sir. Okay, so it should bring you to another page. Hmm. Okay, sir, can you try use the word admin? Yes, put the admin word on the router password. So that's A D M I N, all lowercase. Okay, sir. Uh try I mean you instructions.
33:00
Speaker 1
Yeah. Okay. So, I should just create a run or a new one just right now, or can you possibly give me one that I could use and I can save that? Yeah, okay. No problem. Okay. Yep, I've just done it now.
34:00
Speaker 2
Go go ahead sir and write a new router password. And uh just for a heads up sir on creating a router password. It will not allows you you to to use the same character in a row. So you can't use the same letter and the same number or the same special character. Uh well you can create it all right now sir.
34:00
Speaker 1
It's just loading. Yep, it's taking me into, I think, the Linksys Hub, where it's got smart Wi-Fi tools on a list that goes down, and it's also got the network status. And, so yes. Yep. Yep, it's a blue shield on the start, it's like a pool. Yep. Yep. Yep, it's where it's going.
35:00
Speaker 2
[silence] Okay. Okay, so now that we're in there. Let's see the output I guess you know right there on the left side look for troubleshooting. Okay. Now under status click on the report. [silence] Okay, after clicking on report, scroll down and then go to the very bottom of that option where you can see port. [silence]
35:00
Speaker 1
Yep. It's showing ports. Yep. At the very bottom. An Xmark. Under internet, no, under internet is, um, another four, I mean, two by 20 blocks or two by three. Sorry, where it has no, nothing in there and it says one. Yep. Um, there's no Xmark. Yep. No.
36:00
Speaker 2
Okay, can you see a next mark under internet? So like on that board there, the first one is internet, and then there should be like 10, 100, and then a 1,000 MPS under another column should be a one gigabits or two gigabits or what you can see on your screen, but can you see a next mark from there? Oh, okay. So if that is actually the case,
36:00
Speaker 1
okay yep diagnostics internet address yep i've seen it yep um so it says ipv4 and a colon and it just says 0.0.0.0
37:00
Speaker 2
Okay.
37:00
Speaker 1
Yes. Yes. Okay. So would I just go online and
38:00
Speaker 2
[silence] right now. Right now, sir. So it means it's not really receiving any internet from your internet service provider, which is Community Fiber. So you need to contact them first, sir. The Community Fiber. Ask them what is really happening right now, why your router is not receiving any internet so that they can check it from you. And then after that, sir, to save up your time. I'll be sending you an email with with a video tutorial on how you can set this router again. Mm-hmm. So, uh, yeah, because right now, sir, we can't really set this one up, because it's really not getting any internet from the internet source. So you need to call them right now.
38:00
Speaker 1
Yeah, yeah, okay, sorry, let me just let me just write back on three. Um, so four four eight zero, zero.
39:00
Speaker 2
Uh-huh. Oh, yeah. Uh, one moment. Okay, so here is the community fibers customer support. So that's four four 800 082.
39:00
Speaker 1
0820770 yep yep perfect I've got that yep no uh oh of course yep okay perfect no worries thank you very much [silence]
40:00
Speaker 2
to verify that's four four eight hundred zero eight two zero seven seven zero okay so yeah uh just call that number sir and then um let them verify that the internet is fully restored on your end so that this router can absolutely back up and running okay okay thank you so much and also please expect an email from me with your uh um with some instructions on how you can reset up the HW03 that you have okay okay thank you very much
40:00
Speaker 1
Thank you. All right. Thank you, you too. all right, bye. [silence]
41:00
Speaker 2
as well. Sir, Emmanuel, have a good one, okay? Bye-bye, friends.
41:00