V2 Rubric Detail — 7f279560-7a32-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 18:34
Duration
86m 34s
Contact
John Wetzel
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00127082
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_ONN box Google TV keeps on looping when watching.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall39.6% (+3.6)

V2 Grader Summary

The agent made meaningful progress by guiding band separation, channel optimization, and password recovery, and proposed a valid isolation test — but provided technically inaccurate information about password types and failed to maintain consistent communication or confirm resolution. The issue was not fully resolved, but significant troubleshooting was attempted, warranting Partial Resolution.

V1 Case Analysis

Customer reports Samsung TVs looping and PS5 lag. Agent provided incorrect guidance on SSID naming, security modes, and remote access. No resolution; advised to test wired to modem and call back if issue persists.

Troubleshooting Steps
  • Ran channel finder for both 2.4 GHz and 5 GHz bands.
  • Instructed to rename 2.4 GHz SSID with '_2.4' suffix (incorrect guidance).
  • Changed security mode to WPA2-Personal on 2.4 GHz and instructed to set 5 GHz to invalid 'W-12/W-13 mixed personal' (incorrect guidance).
  • Attempted router admin password reset using recovery key.
  • Suggested wiring TV directly to modem for isolation.
Key Observations
  • Agent provided multiple serious accuracy errors: falsely claimed remote access was discontinued, gave invalid security mode option, and incorrectly separated SSID naming.
  • No product model or serial number was collected, violating core protocol.
  • Agent confused router admin password, Wi-Fi password, and Linksys cloud account password, causing customer confusion.
  • Troubleshooting was disjointed, jumping between channel settings, SSID rename, password reset, and isolation without validating outcomes.
  • Customer remained confused and the core issue was not resolved.
Positive Highlights
  • Captured the customer's case number and phone number early in the call.
  • Attempted to use the built-in channel finder tool to improve Wi-Fi performance.
  • Suggested a wired-to-modem test to isolate the problem, which is a valid troubleshooting step.
Agent Errors / Gaps
  • Failed to collect product model/serial number and verify warranty status — a critical protocol failure.
  • Incorrectly stated that remote access was discontinued — contradicts KB (linksys_cloud_account.md) which confirms remote access is available on supported models.
  • Instructed to rename only the 2.4 GHz SSID with '_2.4', leaving 5 GHz unchanged — breaks seamless band steering and roaming; best practice is to use the same SSID for both bands (universal_mesh_backhaul.md, velop_mesh_compatibility.md).
  • Instructed to set 5 GHz security mode to 'W-12/W-13 mixed personal' — not a valid option; correct options are WPA2/WPA3 mixed or WPA3 only (universal_web_browser_setup.md, firmware/security guidance).
  • Confused router admin password, Wi-Fi password, and Linksys cloud account password — these are distinct credentials, but the agent's explanation was factually wrong and caused confusion (linksys_cloud_account.md).
  • Did not confirm whether the password reset succeeded before moving on.
  • Provided contradictory instructions about whether the router password was accepted.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call with 'I think we're good' without confirming resolution of TV looping issue; customer still experiencing problem.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed channel finder, band separation, and password reset steps, but sequence was disorganized and lacked clear diagnostic logic.
R3 Partially Met Correct resolution path conf 82%
Agent pursued configuration troubleshooting appropriate for software/network issue and did not dismiss OOW device, but failed to determine warranty status or explain limitations of remote support discontinuation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (TV looping), asked about connected devices and Wi-Fi bands, attempted to isolate cause, but did not logically sequence questions or identify root cause (e.g., backhaul, mesh stability, or ONN device conflict).
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used customer's web interface access and guided use of channel finder — a valid tool — but did not leverage logs, remote diagnostics, or ping test results despite their relevance to network stability.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'Your router password is your... for your Linksys app. No, it's your Linksys account password' [43:00], contradicting KB's distinction between admin passwords and account credentials, and later claimed 'Your router or admin password are the same' [84:00], which is factually incorrect and confusing.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent framed interaction by reviewing case history and set expectations, but lost control during long silences, abrupt transitions, and the statement 'I attend to other callers' near the end.
C2 Partially Met Confirmed understanding conf 86%
Agent attempted to adapt by repeating instructions and confirming steps, but used inconsistent terminology (e.g., mixing 'router password' and 'account password') and did not consistently confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent reviewed prior case and stayed with the customer through multiple steps, but implied disengagement by saying 'I attend to other callers' and did not fully own follow-up.
O2 Partially Met Proactive follow-through conf 83%
Agent advised customer to observe behavior and call back if issues persist, but did not set a clear timeline or proactive follow-up plan.
O3 Partially Met Closure confirmation conf 81%
Agent referenced the case number and prior troubleshooting (ping test), but did not leverage documented findings to avoid re-asking basic questions like device count.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and agent continued troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered brief apologies and acknowledged customer effort, but did not specifically recognize repeat contact fatigue or express empathy for ongoing frustration.
X2 Partially Met Tone & rapport conf 83%
Agent adjusted pace slightly by repeating steps, but maintained a technical tone and did not fully adapt to customer’s confusion about passwords and network setup.
X3 Partially Met Overall experience conf 87%
Agent reduced effort by guiding customer through app and web interface, but caused unnecessary repetition when password confusion arose due to incorrect information.
Call Transcript124 turns · 139 lines
Speaker 1
Hi. Um, my name's John Wetzell, and I have a Link Wireless mesh unit. And, um, if you want, you can look up my case number, so I can, so I don't have to explain everything. Hello? [silence]
00:00
Speaker 2
Welcome to LinkSys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling LinkSys. This is Regina, and I hope you today. Are you calling with the same issue? [silence]
00:00
Speaker 1
I'm I'm, I'm calling regarding case number l is in Larry, T is in Tom, S is in Sam, zero zero one two seven zero eight two. The problem I'm having, excuse me, okay. Are you gonna connect me with the person that I talked to last time? Okay. Okay. Okay.
01:00
Speaker 2
And the pervious. Mm-hmm. Okay. So just give me three to five minutes to review the troubleshooting you did with the previous technician. Okay. Well let me just hold this call and stay with the other line. I will be right back. Yeah, just I'm trying to check your regarding with the existing record that we have. the check to verify the status. Thank you. Okay, so thank you for patiently waiting. Are you still there? [silence] Okay, so the previous technician
01:00
Speaker 1
um yeah that's kind of where we left off and um I have gone through uh step by step so now I know what the uh IP address is for um 95% of everything that's connected on my um linksys router and um so we were supposed to run that ping test like all night but as I suspected after four hours of uh non-activity on my laptop I when I was sleeping it just shut down so
06:00
Speaker 2
"Yes, it searches, usually the IP address of the television connected."
06:00
Speaker 1
So, what, what is it, what is it telling me? What could it have told me? I'm not sure I was doing it correctly. But, um, I understand that would explain like if there were packets lost, um, a few things regarding, you know, issues with the system. But, um, I have two Google boxes that are made by Google and, and I contacted them because I noticed that if I unplugged one of the two Google boxes, um, the lag and the looping, um, almost entirely went away. So, um, [KEEP_UNCERTAIN] I sent some information, uh, I called the ONN Company. And, um, they sent me some questions. And, uh, I don't know, fortunately, unfortunately, I don't quite know how to answer some of them. Um, for example, does, okay, does your router only support Wi-Fi 5 or support up to Wi-Fi 6? And obviously, I think, yes, it does, cuz it it okay. And, um, the next question is, um, what's the Wi-Fi channel that the device is connected to?
07:00
Speaker 2
Yes, it's a Wi-Fi six.
08:00
Speaker 1
Okay. So you're saying that it's automatically adjusting between Wi-Fi Wi-Fi 5 and Wi-Fi 6? Wi-Fi 6. What's the Wi-Fi channel the device is connected to? So it's Wi-Fi Wi-Fi 5/Wi-Fi 6?
09:00
Speaker 2
Wi-Fi channel, because you are actually, your channel, sir, is set into auto default. This is a tri band. It has 2.4 and 5 gigahertz band, and each band has a channel. You can choose the best channel for your device. Yes, actually, your Linksys router is a powerful Wi-Fi 6 mesh. It is a Wi-Fi 6. Okay, so, regarding with that, sir, I can assist you in now, can you access the web interface?
09:00
Speaker 1
I actually have the interface open right now. Okay. Uh, one second. Um, I'm on device list. That's why. Um, Okay. Wi-Fi settings. Yes, ma'am. Okay. Yes. Yes. It's auto. Uh-huh.
10:00
Speaker 2
Go to Wi-Fi settings. On the other side you can see. Okay, on that option you can see your 2.4 and 5 gigahertz band, right? Again, then on the other side for the 2.4, there's a channel and it's auto. If you're going to click the drop down our, these are the channels that compatible with a 2.4 which include also the 5 gigahertz band has its own channel. But if you want for the router.
10:00
Speaker 1
Okay. You want me to go to the Linksys app on my phone? Okay. Yeah. You're in router settings. Uh, can you take down a number for me, uh, just in case my my phone call gets dropped. 818 213 0255. Yes. I'm, I'm trying to talk on the landline so that I can use my devices.
11:00
Speaker 2
To optimize the best channel for best configuration. Go to the Linksys app. Let's proceed to do a channel finder. Yes? Okay. Go ahead. That's 818 21 3 0 2 5 5. [silence]
11:00
Speaker 1
Um. So, but. So, okay, anyways, um, you want to go to, um, Wi-Fi settings, then you want to go to [silence] advance. Okay. Scan. Okay. So, what my question to, um, the ONN people is that I discovered that the ONN device just handles Google, Wi-Fi TV. Wait a minute. It says you are not.
12:00
Speaker 2
okay. So just click the, click the menu icon. Yeah, go to Wi-Fi settings, yes. Advanced Wi-Fi settings and then channel finder and then proceed to scan channels. [silence]
12:00
Speaker 1
Connected? Oh, wait. Okay, that's, I'm looking at my monitor on my on my on my computer. Obviously, it's not connected. I get it. Um, my question to the ONN people was, look, I have two boxes. When I unplug one, the other one seems to work better and vice versa and I just, my my question to them was. Is the local mesh of the ONN box with the other ONN box interfering with the wireless mesh of my Linksys set up? And they didn't they didn't quite answer that because they said we need some further information which um, which you and I are working on right now.
13:00
Speaker 2
Yeah, regarding with... Mm-hmm. Go ahead. [silence]
13:00
Speaker 1
it's still scanning the channel. okay. so not this last time but the time before that. [silence]
14:00
Speaker 2
It will take time. Since it's still optimizing to have a better performance by reducing interference from your other nearby networks or devices. So channel, channel finder will can available channels and select one with the last list congestion. It's improving your WI-FI speed and stability.
14:00
Speaker 1
I called and uh the person on the Linksys side said on the 2.4 gigahertz, I want you to you know, I want you to hit the drop down and assign it this value and the same with the 5 gigahertz, assign it this value and the 5 gigahertz underscore 2, put it to this one. And um probably because we're doing the uh the channel, finder it, it reset everything back to, um the auto mode, but I'm not sure of that. Um, changing didn't solve my problem though. Okay.
15:00
Speaker 2
Yeah. Yeah, that's why we proceed to scan channels, do the channel finder to automatically search tech and adjust the best channels to maintain optimal.
15:00
Speaker 1
OK. So, it said we optimize these nodes. Um, the router and the Link Sys 12, 261. Press done. Do we want technical details? Or done? My house is, um, 1,450 sq ft. No, it's just a one level house. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
16:00
Speaker 2
Okay. And do you also... And may I know, sir, how big is your house then? How many floor levels does it have? It measures two level house. And it is 1,400 square feet. I mean I know your Internet speed subscription.
16:00
Speaker 1
Oh, my internet. I pay for 400 megabits per second. Through Spectrum. Uh, how many um, I did this this morning. Let me count it up one more time. Including the towers. OK. Um, OK. Um, but don't include the any of the router towers. OK, so, I'm sorry.
17:00
Speaker 2
And how many devices connected to the network wired and wireless?
17:00
Speaker 1
I'm counting them. Um, so I show 21, but some of those will be off. Um, you know, depending on who's home and who's using what. Yeah. So about 21. Yep. [silence]
18:00
Speaker 2
no, just estimated. 21. Okay, you mentioned earlier, sir, that you separate the bandwidth. Can we
18:00
Speaker 1
Okay, how do we do that? Wi-Fi settings are back, okay. Wi-Fi settings. Um, so this is on on my app that you want me to look at Wi-Fi settings? Okay. Okay. Uh, so Wi-Fi settings. And uh advanced settings. Uh, channel finder. Um
19:00
Speaker 2
run a channel finder for both two point four and five go back to wi-fi settings and there are two options in your end which is the two point four and five right yeah uh-huh check if there are a advanced option for both two point four and five wi-fi settings yeah advanced settings then channel finder
19:00
Speaker 1
does not give me it just says we'll fine ah. channel finders will scan your environment for the Wi-Fi channels that will give you the best performance we will turn. yeah there's. yeah. uh huh. on it's just an internet Google live streaming device for televisions. uh. I have two of them. uh. one one is um. Samsung um. 75 inch it's it's um was state of the art last year. and I have
20:00
Speaker 2
So there's only one option and you've already scanned that, right? And how far is this, on it's a television, right? Can I have the model of that television? How many television are affected with this issue? Two.
20:00
Speaker 1
another uh samsung TV, which is a six series, that is a little bit older, um, than that. Yes, exactly. Two different TVs, two different ON, and boxes. Say that again. Well, um, so I have the one, uh, in the bedroom, and the TV, uh, I have the one,
21:00
Speaker 2
[silence]
21:00
Speaker 1
is literally um hardwired into the ethernet um for the series six TV and I have the ONN box connected to the tower itself through ethernet. The TV and the oh and the distance um from the tower to the TV is um four feet and the the TV in the living room the series seven um that is maybe 12 feet from the mother um linksys tower and it's about 12 feet to um The child router. That is how the bedroom TV is set up. Yes. But the living room TV is using Wi-Fi because I don't have access to Ethernet where that TV is. So it goes Wi-Fi. She assured me that her dog was put up. All of a sudden, I don't...
22:00
Speaker 2
So your Samsung TVs here are connected via wired, both devices. Okay, so if you don't mind, can we try to restart both of your TVs and try to [silence] to reconnect them. That's okay. Both, yeah, both devices. Adaptor. Yeah, to restart that, since we optimized channel channel finder.
23:00
Speaker 1
right now say that one more time okay when I open my Linksys app did you want me to close the app and then reopen it log out Log out
25:00
Speaker 2
Okay, so please log into your Linksys appster using your email and password [silence] to associate your [silence] router to your Linksys account. Log in to your Linksys app. [silence] using your email and password. Log out. Unlog then using your email and password.
25:00
Speaker 1
Okay, so you want me to log out? Okay, log out. Here we go. Okay, enter email address and password. Is this the admin password? Yeah, I think I have it. [silence] And [silence]
26:00
Speaker 2
I've forgotten the box.
26:00
Speaker 1
[silence]
28:00
Speaker 2
you created your links account sir and by the time you created your links account, can you still remember your links account password when you created it, it is actually different from your Wi-Fi and router password
29:00
Speaker 1
did not like that one either. make see if have anything else Okay, so I, um, I guess I'm going to have to reset it, I guess, if I don't, are you going to, want me to reset password? Can I use, oh wait, it says use router, router password. Show hint. Okay. Yeah, yeah, yeah.
30:00
Speaker 2
You can proceed, sir. But as of the moment, I do really apologize that we discontinued the remote access, so there is no guarantee that you can actually reset it unless you have your credentials. Yeah, it's locally. So, you can log in using your router password, but our main goal here is to associate your Linksys to your Linksys account, so if you have the credentials where when you created your Linksys account, then, of course, we can help you. But for the moment, we're unable to provide you remote access or remoter, um, technical support. Hmm? [silence] Yeah. Now, I provided the information, so, for the meantime, kindly proceed to any official reseller where your Linksys device were purchased. Thank you, sir. I attend to other callers. Thanks. [silence] This one. [silence] Sorry, I'm going to restart this. [silence] Yes? [silence]
31:00
Speaker 1
Do I? OK. I'm. I'm confused here. Can I just use the router password to go in? OK. So I'm looking at some information when I set up my linksys account. You have to get a second. I have to find it here. And looking, looking, looking.
32:00
Speaker 2
We can still log in even if we discontinued a remote access but if you doesn't have any credentials you forgot your password so we don't have the opportunity to log in back in because we are no longer sent. Now router password Wi-Fi password are different from your Linksys account password. [silence]
32:00
Speaker 1
Okay, I have. Okay, so what what do you need what do you need from me for credentials?
33:00
Speaker 2
for you to log in and to associate your links to StreamYard. uh? now, you can actually try that, but as what I mentioned earlier, sir, it will no longer [silence] [silence] yeah.
33:00
Speaker 1
Okay, let's see what happens. We'll send you an email with the reset link, okay? Okay, make sure that's spelled right. Send. I'll send you a link. We just sent you instructions to reset your password if you don't see the email, check your junk. Okay. Let's see what happens here.
35:00
Speaker 2
send authentication for you to change, but you can try to click that and check if there's an email sent
35:00
Speaker 1
Okay, it did send me information here. It says, you need to reset your Linksys smart Wi-Fi account password and click here. Okay. Password reset, new password.
36:00
Speaker 2
Okay, So let me just confirm sir. Your Samsung television continues to loop or restart while on, correct? [silence]
38:00
Speaker 1
Yeah. Yes. Okay, so I have, um, can the television be directly wired to the modem? Uh-uh. Um, um The
39:00
Speaker 2
watching right? And there are still two a Samsung televisions are connected to the ONN box. wired to the router. How about this? Was it for proper isolation? Since there are these are the two devices that are affected with the issue other devices are working good, correct? Or other devices are working fine but both television are experiencing the same issue. Okay, since you have a television if your other television can be wired directly to the modem. Yes. Yeah, because this is yeah, this is actually our goal here because you have a third party devices. So I cannot actually walk you through the links on your device.
39:00
Speaker 1
hold on one second
40:00
Speaker 2
Siri, in what's really happening with your television between your own eyes. So what we're going to suggest here is how about we try to use a different network.
40:00
Speaker 1
Okay. Um so, um, I was able to use the password and it says right on here it says we found a new network and then it says add add this to add account. Okay. Okay. We ask this to enter your router password. Okay. I have. [silence]
41:00
Speaker 2
yeah that one add a new network yeah add add to existing add a new network
41:00
Speaker 1
that okay one second so it's that when I type this in it's going to add to account right okay uh it did not like the password I just put in is this the this This is the one that I just set up, right? My router password for my, OK. Didn't I just, didn't I just reset that? OK, so the, the router password? Let me see. Let me just type in what I think it is. Nope. It's not that one. OK. Let me try this other one I have. [silence]
42:00
Speaker 2
[KEEP_UNCERTAIN] Your router. Router password is your... for your Linksys app. No, it's your Linksys account password. As what I mentioned earlier, your Linksys account password, your router password, your Wi-Fi password are all different.
43:00
Speaker 1
Now, you know, I'm not understanding because it asked me to, um, reset my password. I reset the password, then I came back through and I entered it again, and it says, it's not right. I am very confused. I'm sorry.
44:00
Speaker 2
yes, it's okay. but let's just try to move on. now, since I asked you to restart your television, sir, how about this one? is your other device
44:00
Speaker 1
Um uh, yes, the Play, the PlayStation 5 also is doing the same thing. And it's not connected to an N box. It's lagging. Um, this my my tenant is using uh basically one of the towers for their communications, their Wi-Fi. And I noticed when I'm getting looping in the household tells me that when she's gaming, all of a sudden it it lags. Doesn't let her respond to what she's doing. And then she's like behind everybody else in the game because they just basically blew her away because she didn't have control.
45:00
Speaker 2
The crisis affected with the issue. What do you mean by it's going the same thing? [silence]
45:00
Speaker 1
that moment in time. That's wireless. Um, problem is, she's not here right now and I can't go in and I can't go into the apartment and play with her, play with her stuff. Say that again. Okay. [silence]
46:00
Speaker 2
Is it a wired or wireless? Could you try to restart that once, sir, And then try to reconnect to your internet and then check if you're still doing the same thing at the moment. And is your bandwidth are separated, then can you please go to the Wi-Fi settings on your computer? Or access the web interface of the router?
46:00
Speaker 1
How do we do this? Okay, I'm with you. One second. 192.168.1.1. Okay. And I press continue. Okay, I'm in. Okay, Wi-Fi settings.
47:00
Speaker 2
access 192.168.1.1 dot one, that one. bucket, one, that one, yes. then go to wifi settings. then what is your wifi name for the two point four?
47:00
Speaker 1
George six capital G E O R G six five. George six five. Yes they do. All right. I'm not following you here. Where, where do you want me to be? Uh, Wi-Fi name for 2.4? Okay.
48:00
Speaker 2
uh, your 2.4 and 5 gigahertz has the same Wi-Fi name. Okay, for the 2.4, can you please add _2.4?_2.4 after your Wi-Fi name. Yes. [silence]
48:00
Speaker 1
What do you want me to do? To George 6.5. Okay, so it's going to be my spectrum Smart Wi-Fi D82G dash 2G slash
49:00
Speaker 2
Hmm hmm yes how about to the five gigahertz band hmm okay just add underscore 2.4. Maybe you can put that one in the beginning of the wi-fi name. [silence]
50:00
Speaker 1
And then it says my spectrum, Wi-Fi D, whatever. Is that what you want? Okay, let's do that. Okay. I have done I've done that. um, do I need to change the Wi-Fi password name or anything? Make sure it's what? Oh, okay. WPA 2 is personal on that. The Wi-Fi mode, what do you want on that?
51:00
Speaker 2
Yeah, or, yeah, or just 2.4 without the underscore, for the security mode of the 2.4, make sure it's WPA 2 personal. WPA 2 personal for the security mode. Mayors.
51:00
Speaker 1
Yeah. 2.4. I have my password here, and then I have security mode, and it's WPA2 personal. Okay. 5 gigahertz band. Uh, it also is WPA2 personal. Okay. I've done that. And it's, Okay. Changing security mode should, can cause problems with your,
52:00
Speaker 2
how to pay for your personal, for two point 4, how about for five gigahertz? spend. done, click the drop-down arrow, select W-12 slash W-13 mixed personal. and then apply. Click Click apply to apply the changes.
52:00
Speaker 1
okay. Yes. changing the wide our I will disconnect all devices, including this one from the router. Simply reconnect the devices using the new wireless settings shown below. Okay. So I click yes. Your Router is applying application.
53:00
Speaker 2
No, because it will not disconnect because we did not change the Wi-Fi name of five gigahertz band. So we just changed the 2.4, not the five to avoid any disconnection. Yes. And now for, go ahead. And when the owner got homes here, I will recommend to connect the. [silence]
53:00
Speaker 1
Okay. Oh, I I understand what you're saying. So for the wi fi name that she's going to log into she has to use the 2.4 wi fi name. How far is the PlayStation from the router that one, that one's about 15 feet, maybe 20 at the most. You want me to hit apply on here now?
54:00
Speaker 2
Try to restart your PlayStation and try to connect them to the 2.4 or 5 gigahertz band if you're doing the same issue which is buffering. And how far the PlayStation from the router? [silence]
54:00
Speaker 1
Okay. I hit apply and it didn't do anything, so I guess it's already done. Make all Wi-Fi names the same. You don't want that. Right. Okay. All right. When she gets home, we'll give that a try. Okay. So, how do how do I
55:00
Speaker 2
Yeah, because we're trying to separate the bandwidth here, because 2.4 gigahertz band is good for large range. I guess your player, station are two too far is too far. So since we separate the band, so try to connect the the player station either with your five and 2.4 and observed if still buffer.
55:00
Speaker 1
It says, enter your router password. Andmy router password you are saying is not valid.
56:00
Speaker 2
Just logged out and then log back in using your or password. So every time you logged into the linksys app, what's the router password that you commonly use? And when you're logged on to the web interface, what are the router password that you use? Is it the same?
56:00
Speaker 1
It's it's it's not taking it but wait a minute. I put in I put in the other I put in the other one right? I just reset that did I not? Right but I think I just did that. Let me let me try let me try putting that one in. [silence]
57:00
Speaker 2
you can click reset, Sir, or forgot to create a new router password. Thank you.
57:00
Speaker 1
It's still not, it's not, it's not, it's not taking it. Okay. Oh, you know what? I know exactly... I... I gotcha.
58:00
Speaker 2
and I restarted, reset and got then create a new one so that we can avoid us still locked out. [silence]
58:00
Speaker 1
We ask this for security purposes. Reset password. Okay reset password. Okay. It says I need to use the recovery key. Okay. Recovery key. Just a second. Recovery. Okay. Seven. Four. Six-five-two. Reset router password. New password. I just need to write down the password real quick before I forget what it was so this is router password okay
59:00
Speaker 2
So were you able to log in on the Linksys app now? [silence] [silence] Okay. So I asked you earlier to restart your television. Can we try to reconnect them to your network and check if the issues still continue? [silence]
61:00
Speaker 1
Hold on one second. You know what? It won't, um, on my, um, computer now, it won't let me go in through the, one, six, eight. I'm sorry I need to have a phone. I am so sorry. Are you still there? I'm so sorry. Terry, I'm trying to talk on the phone with this lady to fix our computer. Okay. So, what I have found is that when I turn on the TV. in the bedroom, um, it says no signal. I'm going to shut it off and turn it back on again. Oh, hey, now it's it's up now. Okay, it's working. What you're saying is that you want me to wire the ONN to where?
63:00
Speaker 2
Right though. Yeah, and of course, if the issue continues, since we stripped the band, we optimized the channel finder. And we're going also to advise to connect the television directly to the modem with a wired connection while it is still connected to the ONT device and check if the issue persists when the TV is connected on a different network, not to the Linksys router. Now, your television is connected to the ONT device, right?
67:00
Speaker 1
Yes. Um, so you're saying, okay, let me make sure I understand this. You want me to take a wire and connect it to the motor. [silence]
68:00
Speaker 2
Well, it's connected to the router. To verify if the ONT device or the router itself might having an issue. Let's proceed to use a different network, not the Linksys network. Since you have the option here to wire the television directly to the modem, then instead of connecting it to our router, connect it to the modem and see if you still doing the same issue for proper isolation. So we need to compare different network now. So if it is doing the same issue when it's connected directly to the modem, possibly the ONT device might cause the trouble that you've been encountering. [ silence ] [ silence ]
68:00
Speaker 1
So I can uh honestly I pay a subscription to. Oh shit. Hold on one second. Are you there? Hello? Yes. Yes. it allows you to. Uh-huh. It keeps looking when watching.
69:00
Speaker 2
Do you, what is the purpose of your ONN device? for you to access TV shows, right? Movies and music on standard or 4k TV? That allow you to stream.. Yeah, I'm still here. So your ONN device allow you to stream. But then your main issue is it keep on looping when watching.
69:00
Speaker 1
looping, yes, yes, yes, it keeps, uh-huh. Well, okay. They wanted to know some answers to if I could isolate it like what you're doing. So I I haven't got to um to the end of what they wanted me to do. Uh just their their question was, like, what the in order for us to give you more information and that's where we started our phone call. I started asking about the um, does the wi-fi um channel the device is connected to. Is the device connected to 2.4 gigahertz or 5 gigahertz? Could you switch to the other for a try? [silence]
70:00
Speaker 2
Your television keeps on looping when watching and it's connected to the on and on device. And you already called on an manufacturer and they advised you to contact a Linksys.
70:00
Speaker 1
And that's actually what we... what we're just now doing, correct? Yes. Mm-hmm. Okay.
71:00
Speaker 2
Yeah, we already isolated it, but then the problem is that your other television is wired. It's not using wireless. It, it has a direct connection to our Linksys router. And regarding with that, and for proper isolation sir, how about try to use a different network, not just connecting by, by Linksys? So, try to connect your, for example, since we already scan channels to separate the bandwidth if the issue continues do not connect the television directly to our Linksys network. Try to use a different network, which is your modem, and verify if it is doing the same issue. Because if it's still doing, same issue without connecting to our Linksys deviser or to your Linksys network, which means the television or the O and N device might have trouble. [silence]
71:00
Speaker 1
Oh, I see, I see what you're saying. I see. So basically, I take and run an ethernet cord from my modem directly to the ONT box. And that'll tell me that isolates the Linksys setup part of it. And if it doesn't fix the problem, then it would be the ONT.
72:00
Speaker 2
Yeah. Because if it's just Yes. to sir, to television, Connected. Yes, Exactly. Because I totally understand their suggestion they've asked regarding with. But then the problem is that there's other device that is wired. 2.4 and five is your wireless connection. And the other one is connected directly to the router. That's why for proper isolation. We need also to use a different network to different.
72:00
Speaker 1
Yeah. So So you're saying with with the television that is using the Wi-Fi in the living room, I need I would need to run a wire from my modem to the ONN box and see if it resolves the problem. Oh, um, the living room that
73:00
Speaker 2
But, at the moment, you go ahead. Yeah. Exactly. But, at the moment, try to reconnect them either to the 5 and 2.4, but 5 gigahertz does provide a better speed. How far is your television from the living room? On the parents know. Okay. So try to connect it with either 5 or 2.4 and then observe if those continues the issue. But for the bedroom, since you can wire it to the router and if it still continues the issue, try to wire it directly to the modem for a proper isolation.
73:00
Speaker 1
When did you want me to hook into the two Point four? Um did we I don't think we renamed the five GHz band. Okay, so that so um the my spectrum Wi-Fi 8-2G/5G is that the one you want me connected to? Okay, it says Internet connection it says excellent. So, the one that we didn't change the name of is
75:00
Speaker 2
from. Since it's closer. Yeah, we did rename it to avoid any disconnection from your devices because you have devices that are currently connected yet. The 5G. [silence]
75:00
Speaker 1
Now the 5G is what you're telling me. Okay, it's it's it's connected. And unfortunately, I have to usually watch it for a duration of time before it begins to loop. But let's give it a whirl. Okay. All right, I see what you're saying. Okay, let me take a quick look.
76:00
Speaker 2
exactly, yeah. Yes. Okay. For the meantime, sir, connect them with your linksys network, and observe the connection. And if the issue continues, that's the time that you're going to connect the television directly to the modem for proper isolation. Okay. Yeah. And for the PlayStation, restart it and try to connect with the 2.4 and observe if still buffering. Then for the last time, sir, is your phone connected to 5 GHz band?
76:00
Speaker 1
Settings, my, Wi-Fi. Yes, it is connected. 5 gigahertz. practically right next to it, yeah. Okay. Can I just do that through the app on my phone, the speed check? No. Okay. Oh, I'll go through Google.
77:00
Speaker 2
Okay. And you're close to the parents' node, right? So, can we open a browser and then search What is Internet Speed Test to run a speed test? No. You can use the app or we need to use the valid website.
77:00
Speaker 1
and i'll say speed check .okay speedtest.net by okay whatever it is all right wait a second i messed it up again with chrome i want speed check speed test and it says try the app or continue on web go allow okay
78:00
Speaker 2
Wait speed test T-E-S-T. Yes. And then click go to run a speedcheck. Continue on web. [silence] Yeah, it's actually good.
78:00
Speaker 1
Okay. Uh, Top, try. Uh, T wait true. I'm just trying to make sure I can still go in through my computer. It's not recognizing, um, my router password that I just sat. I mean, yes, the link is this app on um the 192.168.1.1. Okay, so I go on here and okay. [silence]
80:00
Speaker 2
Sure. [silence] on the Linksys app. [silence] Okay. [silence] Gently reset it and just use the password that you customized using the Linksys app. Yeah, and I don't really apologize for that convenience but at this point, due to the firmware update Linksys app sometimes will give an inaccurate. Oh, I don't know, any particular information? Particularly on the password?
80:00
Speaker 1
Okay. So I, I, I now have, I can now open the 192168 on the computer and and let me make sure my link sys on my phone is working. Yes. And when it comes up, it looks at the, but it says now on on the app, it says it's the 2.4 my spectrum. So, I don't know if that has, you know, I don't okay. [silence]
82:00
Speaker 2
Okay that's good. Yeah because we separated the band. Is your phone is your phone is connected to 5 gigahertz band. I guess it's just changed because we separate the band. [silence]
82:00
Speaker 1
Sorry, it's connected to 5G even though it says it's 2.4 because it's automatically balancing between the two. Okay. Well, I thank you very much for your time. Um, hopefully this will, this will fix things. Um, So when, so when she goes, um to, go on her gaming device on the 2.4, the um, the, is she going to use the?
83:00
Speaker 2
but your phone is currently connected to file data. Yes, for those. Yeah. Yes, but it just needed proper isolation for this one, sir.
83:00
Speaker 1
She's going to use the the password associated with the modem, right? Um, I'll do that. Okay, which is supposed to be George 65. And since since my Okay. All right. So, okay. So the admin is the one that we've been toying with. And um since the TV came up and it's working correctly, that means we didn't do anything with the router password for everything already connected. Okay.
84:00
Speaker 2
Now, just use the same Wi-Fi. We did not change the Wi-Fi name 5 GHz band and 2.4 have the same Wi-Fi password. Yes. Your regular Wi-Fi password. [silence] Yeah we did not change your Wi-Fi password. Your router or admin password are the same.
84:00
Speaker 1
OK, so that is, that's the admin router password is what I reset, right? OK, and I'm gonna put the date on here. So I know I did it today. All right. So the date. Today is Tuesday the 7th. Hmm.
85:00
Speaker 2
Admin. UN, you can use it for accessing the links as app. The web interface to manage your router settings. Yes. That's the admin or router password. [silence]
85:00
Speaker 1
Okay, I think we're good. Okay. Okay. Sounds great. Thank you for sharing with me. Have a nice day.
86:00
Speaker 2
so just feel free to call us back sir if there is just continuous with the proper isolation that I suggested earlier so just use the same ticket number 1 2 7 0 8 2 okay so thank you so much and thank you for your time and understanding have a great day bye for now you're welcome bye
86:00