V2 Rubric Detail — 7fcbc652-6372-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:44
Duration
42m 47s
Contact
Dylan
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00112427
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Chat conversation by Dylan (d.brunel@sigmanetsante.fr)
⚠ 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
Overall1.6/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall42.3% (+10.3)

V2 Grader Summary

The agent achieved partial resolution by helping the customer reconfigure Wi-Fi and regain connectivity, confirmed by solid blue light. However, troubleshooting was incomplete, ownership weakened by premature mention of paid service, and no timeline was given for promised follow-up. Customer still reported device connection issues at close, preventing full success.

V1 Case Analysis

Out-of-warranty customer unable to access router UI after reset. Agent incorrectly stated default admin password as 'admin', failed to collect model/serial, and did not verify WAN status. Customer changed SSID to 'Lola' but could not see new network. Call ended with agent promising to email steps and suggesting paid support without resolution.

Troubleshooting Steps
  • Guided customer to connect to the router’s default Wi-Fi network.
  • Instructed to open http://192.168.1.1 to access the admin page.
  • Walked through changing SSID and password in the router UI.
  • Suggested toggling Wi-Fi adapter and using phone to reconnect.
Key Observations
  • Agent provided materially incorrect default admin password ('admin') at [13:00], contradicting KB guidance (password is on router label).
  • No product model, serial number, or warranty verification was performed despite customer stating device is out of warranty.
  • Agent prematurely escalated to paid support at [29:00] without exhausting basic troubleshooting or offering self-help resources.
  • Customer never confirmed successful connection to new SSID; agent assumed resolution despite 'router not found' error at [20:00].
  • Agent failed to verify WAN/internet status before changing Wi-Fi settings, risking misdiagnosis.
  • Call ended with vague promise to email steps; no KB article or concrete self-help path provided.
Positive Highlights
  • Acknowledged customer's out-of-warranty status and attempted to assist within free support window.
  • Correctly guided customer to access http://192.168.1.1 for local web UI access.
  • Explained that changing SSID would disconnect the client and required reconnection to new network.
Agent Errors / Gaps
  • Provided wrong default admin password ('admin') at [13:00]; correct password is on router label per KB.
  • Failed to collect product model and serial number, violating protocol for troubleshooting call.
  • Did not verify warranty status despite customer stating it was out of warranty.
  • Did not verify WAN/internet connectivity before changing Wi-Fi settings.
  • Prematurely escalated to paid support at [29:00] without offering self-help resources or KB articles.
  • Assumed resolution despite customer reporting 'router not found' and inability to see new SSID.
  • Failed to provide any written self-help path beyond vague promise to email steps.
  • Communicated in a fragmented, confusing manner with excessive filler and poor call control.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent helped customer log into router, change SSID/password, and reconnect; customer confirmed being connected with solid blue light, but later reported Roku login failure — resolution was partial and not fully confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through logging in, changing Wi-Fi settings, and reconnecting — basic troubleshooting steps were taken, though no power cycle or firmware check was performed.
R3 Partially Met Correct resolution path conf 85%
Customer was OOW; agent attempted best-effort troubleshooting (login, config change) but prematurely introduced paid service instead of exhausting all free options like factory reset or firmware check.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (can't connect after reset) and guided setup, but did not ask root-cause questions (e.g., model, ISP, firmware) or verify current state before instructing changes.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — agent could not access remote session, did not request LED verification beyond end, and relied solely on customer’s verbal description without validating via standard checks.
T3 Partially Met No misinformation conf 85%
Correctly explained default admin password, SSID creation, and need to reconnect after name change; incorrectly implied old Wi-Fi name couldn't be reused after reset, which is false.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and guided through steps, but had frequent silences, filler words ('uh', 'hmm'), and lost direction during connectivity confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted some language (explained SSID = Wi-Fi name), but used excessive filler, unclear prompts, and failed to confirm understanding when customer struggled with interface navigation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and attempted resolution, but introduced paid service prematurely instead of completing full best-effort troubleshooting path for OOW device.
O2 Not Met Proactive follow-through conf 95%
Promised to send procedure email but gave no timeline or confirmation; customer explicitly requested it multiple times and agent did not commit to delivery window.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; first interaction with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was within L1 scope despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I totally understand you' and remained polite, but overall tone was passive and transactional without proactive acknowledgment of frustration or effort.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer’s confusion by repeating steps, but pacing remained slow and instructions were often vague, contributing to customer’s repeated disorientation.
X3 Not Met Overall experience conf 90%
Customer had to manually navigate UI, re-enter known info, and retry multiple times; agent could have streamlined with clearer, step-by-step guidance.
Call Transcript74 turns · 79 lines
Speaker 1
I'm sorry, what is your name? Can you spell it please? [silence]
00:00
Speaker 2
Welcome to Links. 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.rlinksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Links technical support. My name is Dylan. How can I help you today? My name is D, like Delta, Y, like Yankee, L like Lima, A, like Alpha, N, like November.
00:00
Speaker 1
Alpha, Lima, Alpha, November, echo, India, November, echo, Sierra, India, Leland, Leland. Okay, thank you. Uh, yeah, Dylan, Dylan, Dylan. Okay. Uh, my phone number is 347-306-8990. And my Lincs is out of warranty, so I got 10 minutes with you before you hit me with a charge. Yeah? 347-306-8990.
01:00
Speaker 2
um, no sorry, dil, uh, Delta, Yankee, Lima, Alpha, November. Dylan. Yes, sir, Dylan. Yes. Uh, huh. Uh, huh. I'm, uh, I'm sorry. Uh, huh. Uh, just a, just a moment, sir, uh, can you repeat your phone number? Three, four, seven. Uh, huh. Alright, let me just repeat that one, it's three, four, seven, three, zero, six, eight, nine, nine, zero.
01:00
Speaker 1
copy that. you got my serial number, right? you got my serial. right? all right. OK, so Con Edi... OK. I mean, K... Yeah, that's the same thing. So it's the same issue. Con Edison is working on the electrical grid, and it knocked out my Wi-Fi. And I, and I I reset it and it went, it went blue, flashing blue, red, and then I got pink. But it's not recognizing my uh, what's that, my Wi-Fi name. So, so, uh, what is that, hi, [silence] I got a, Hi, this is C2ELT. Customer Service. No, who is this? What are you calling for?
02:00
Speaker 2
Okay. Uh-huh. Ah-huh. Uh-huh. Uh-huh. Uh-huh. Hmm.
02:00
Speaker 1
I have Wi-Fi in the Internet. I verify that, but I reset it. So my Wi-Fi is pink right now, so it's ready to be programmed, right? Are you following me? Okay, so so how do I That's all this is. That's where I'm, you know, hit a bottleneck. I need to reconnect and I can't get on the, I can't get on the laptop without Wi-Fi. A hotspot. Oh. Oh, okay. [silence]
03:00
Speaker 2
Hmm. Hmm. Yes, sir. Exactly. Yes, sir. I see. Um. Well, you can actually access the Web User Interface even without um, Wi-Fi as long as you connect your laptop using the the Wi-Fi of the linksys. Not, not hotspot, but you can access the web user interface without internet. So, you can still set up your linksys router.
03:00
Speaker 1
OK. Okay. procedure. I know it's a procedure. I got a log in 1992 168. dot one. dot one. yeah it's connected to the wifi, but it's not recognizing the wifi Name. right. In other words, I I I I rebooted both the modem and wifi. Then I pressed a button and then I waited two minutes. I I also pressed the button to reset the the linkis. OK.
04:00
Speaker 2
About this one, let me walk you through and logging into the linkses web user interface. And from there on, once you're logged in, I will just provide you some insight on what you need to do, then that's it. Okay, let's uh insure first that your computer or your laptop is connected to the wifi. It's not recognizing the wifi name. What do you mean by that? Uh huh. Uh huh. Uh huh. Uh huh. [noise] [silence] Mmm. Mmm. alright, so connect your laptop first on the WiFi, uh, it should be, uh, you look for the default name that is indicated underneath the device, there's a default WiFi name. um, there's there's a default WiFi name sir, uh, that is indicated on the router. there's a sticker.
04:00
Speaker 1
[KEEP_UNCERTAIN] OK And I've got it on up because of the mobile hot spot USB and that Wi-Fi. OK hands. OK. Uh, show Wi-Fi password? OK. So, so what do I? Oh God. For what do I, what do I entering?
06:00
Speaker 2
Yeah, that's... [silence] [silence] [silence] [noise] right [noise] password. [silence] [noise] Mhm. [silence] [silence] Yes, sir. [noise] [noise] Mhm. [silence] You enter the
06:00
Speaker 1
Yeah. It shows me your court. Find settings. I'm in the network and internet, and then Wi-Fi, Linksys, setup, beta, Foxdale, Foxdale. Okay. It's, it, no. So, how do I connect? That's my question. How do I connect to it? It, it does, it, it doesn't, it just, no. It just shows me set up a limited controlled data usage on this network. Okay. Let me see. Okay. Okay. I got a Wi-Fi. I think I got it. 46 minutes. I think I got it. I got, okay. Okay. Where do I enter a
07:00
Speaker 2
a QR code, did you put it in, okay, and then did you connect to it, is there no option there, all right.
07:00
Speaker 1
where do I answer the uh the uh the password um right right right but where do I enter it where do I where do I enter it uh uh well uh know it gives me it gives me all the uh gives me all all the programs uh it gives me usage statistics 30 days uh your control panel uh yeah I I I uh I'm using I
08:00
Speaker 2
The password, sir, is also located on the sticker behind the Linksys router. No option for you to enter it? Mhm. Mhm. Okay. Mhm. How about this one, sir? Um, did you go to the available networks? No. Uh, just to confirm with you, sir, what computer or laptop are you using right now?
08:00
Speaker 1
Windows laptop, uh, 11. It's in networks and internet. And that's where that's where I'm at. It's a, uh, Wi-Fi on usage, properties. So where do I where do I enter, uh, the password to get in? Oh. Yeah. Yeah. Yeah. Yeah. Yeah. It's it's it's link to underscore Linksys setup. Okay. So
09:00
Speaker 2
Windows. Okay. Just a moment, okay. All right, just a moment here, okay. So can you see a network icon or in the bottom on the bottom right corner of your task bar, okay?
09:00
Speaker 1
where do i go back to the password that's my question ah there should be but it's not there can you dial into my system better share update okay yes [silence]
10:00
Speaker 2
There should be an option there, sir. [silence] Uh, no, sir. We're not allowed to because, um, uh, this is a level one. Uh, this is level one technical support so we are not allowed to do a, you know, um, remote access. Okay. So let me just walk you through, sir, uh, okay. Um, okay. Can you see the network icon in the bottom right corner? Yeah, in the bottom right corner of your task bar.
10:00
Speaker 1
of open is it open? Open? Open brows and connect. Okay, open. I'm open. I'm in. I think I'm... [silence] Okay, okay, so decided download the linksys app.
11:00
Speaker 2
Windows key plus a, A for alpha, then A. Did something skip up? Okay, you click on I search.
11:00
Speaker 1
Is that one or one. No. Phones. Telephones. I mean, yeah, two phones. I mean, my home, my home Wi-Fi and then, uh, the dashboard, right? Is that it? Yeah. What do you want me, what do you want me two, two times? I don't want one. It's blank. You told it's blank. It says one, one, one minute, one moment, one moment. Uh, all right. Okay, it's coming up links is. Okay, okay, yeah, access router, okay.
12:00
Speaker 2
ok no sir no sir that's not it okay can you see two phones a photo of like two phones? one two? yeah can you see two phones there? yeah you click on the two phones click twice okay and then what happened when you could click it? okay give it some time it should route you to the login page
12:00
Speaker 1
Is that the, is that the, the password? Admin, lower, lower, Okay. This is, this is the router officer, right? Router access. Okay, admin Okay, got it. Sign in. Oh, it doesn't work. At, admin, again, sign in. Okay, it works. Okay, it shows me the, my, my network, my work, my, my work network status says it's connected. It's connected. Okay, so I've got to find my
13:00
Speaker 2
Alright, the password sir is ADMIN all lower case. Yes all lower case. That's all lower case Okay. Yes sir. Yes sir, what happened sir, Okay. Uh-huh, Okay.
13:00
Speaker 1
Uh, I gotta find my, uh, use it... I mean... go ahead . Oh, yeah. Uh, like, uh, like, uh, like, like, like business cards. Yeah. Okay. I got a I got, uh, I got two by four, two rows, for...
14:00
Speaker 2
All right, so here's what you're going to do. All right, sir. Uh okay. Um please, um listen, okay? Um for you to configure your router, you need to go to the, um bottom part under those white boxes. Can you see those white boxes? All right. Can you yeah? Yeah. See those white boxes, right? Yeah, yeah. Uh use Uh-huh. Uh-huh. So under under those white boxes, sir, you can see their hyperlinked words.
14:00
Speaker 1
I got one's a. I. Say say repeat that please. for our uh yeah third party privacy and user agreement yeah. Yeah yeah yeah. Click C.A okay. Yep click.
15:00
Speaker 2
end-user license agreement. terms of service. can you see that under those boxes? [silence] uh end-user license agreement can you see that under those white boxes? [silence] scroll down use [silence] Okay, can you see there? capital C-A. C-A. C-A. can you see speak? Okay, you click C-A. alright [silence] done? [silence] alright [silence] okay, so now let's go to connectivity under router settings.
15:00
Speaker 1
okay, router settings, done connectivity. okay. DA. okay. okay. okay. okay. yeah, I can see basic internet, local network, router setup. yep, tabs, the tab, router set up. okay, okay, gotcha. okay. I'm telling. say safe.
16:00
Speaker 2
connectivity, hmm, connectivity, and then under connectivity, you can see the router setup. under like basic Internet settings, local network, advanced routing, administration, you can see a router setup. Okay. Set up. All right. And then under router setup, you can see SSID, password. Oh. [silence] I'm sorry? What's that, sir? [silence] Okay. Mhm. Uh-huh. Okay. Uh-huh. Okay.
16:00
Speaker 1
what is it with a gigabyte 2.5 ? Is it beyond the Vult OK uh well last time last time she told me to do uh uh [silence]
18:00
Speaker 2
yes, sir. Your SSID will be your Wi-Fi name, and then you enter the password. So, you just have to create your own Wi-Fi name and password. So, SSID is your Wi-Fi name, and then the password is your Wi-Fi password. So, you create your own. No, like sir, by default, since you haven't configured your router yet, it will behave interconnected. So, both 2.4 and 5 GHz will be on the same network. Just create a Wi-Fi name first. Without the 2.4 and 5. Yes, sir, because you still need to create.
18:00
Speaker 1
Okay. Okay, hang on, hang on. Let me, let me, let me, let me. Let me continue. So, so, um, connectivity. Okay, I want to be able to, SSID, um, USB. I'd say username. L name Lola. O, the Wi-Fi. Name. Okay, Lola. And then, and then password. Okay. Okay. Okay, gotcha. Okay, got that. Okay. Setup, no. Or press up, press, press OK. Okay. Um, click. [silence]
19:00
Speaker 2
configuring your router to go online before you can configure it and separate the two point four and the five yes that's your Wi-Fi name that's Wi-Fi name yes your Wi-Fi password sir yes sir setup node set up on set up node
19:00
Speaker 1
okay. okay, applying changes. Okay. okay. okay. Okay. router not found. it says. okay. retry. how do I go back? it says. router not found. it says.
20:00
Speaker 2
well yes sir cuz you just change the Wi Fi name and password so you got disconnected so you just have to reconnect to the new Wi Fi name and use the new Wi Fi password no sir connect first to the new Wi Fi name you look for the new Wi Fi name are the same uh yes sir you are no longer cuz [silence]
20:00
Speaker 1
[silence] Yeah, because you told me you told me you told me not to, you know, you told me I can't use the other one. The other one was like low load, like 2.2 out and the other one was five. Okay. Okay, go walk me back, please. I mean, I'm following your directions and uh and I got kicked out of here. How do I get out this rundown? We find we try and then okay, okay, okay. I got it. I got it. I got it. I got I got it. I got it. Uh I'm back in. Okay. I've got it's limited. Okay, so um I'm at
21:00
Speaker 2
connected to the Wi-Fi, because you just changed the Wi-Fi right. You changed the Wi-Fi name and password, so you need to reconnect to the Wi-Fi. Yes, sir. Okay. Uh, please understand, sir. We just changed the Wi-Fi name, that's why you got disconnected. So you need to reconnect to the new Wi-Fi. So you go to your Wi-Fi settings. To your, um on your laptop, Windows A, and then you look for the low latch. Hmm.
21:00
Speaker 1
[silence] the uh that work. I'm not too network. Okay. So I got the Wi-Fi link system underscore linksys, right? So where where I go from here? Uh, low low. Oh she be where where where? No. No. No. On the list? No. Uh, why for how do you turn off? Okay. Okay, off. Okay, turn it back on. Off. Okay. Okay, now
22:00
Speaker 2
mhm. Mhm. Now, you look for the new Wi-Fi name. What's the new Wi-Fi name you created? Um, Lola. Lola. Is there no Lola showing there? Yes, sir, on the list. Okay. You turn off your Wi-Fi first and then turn it back on. Yes, sir. And then try looking for it again. for Lola. Okay. And did you find the new wi-fi you created? Yes. Uh, you can. Anyway, I'm entitled. I'm entitled. Is that the wi-fi name you put when you created it? Uh, November 1.
22:00
Speaker 1
Sure. What technology would detect before you, not the, not the recent one? Not just, it's low low-up, but I don't see it here. No. So, can I use the old one? uh Wi-Fi turn off uh uh uh uh uh So, turn. So, I'm doing this to refresh the Wi-Fi, right? Okay. Manage my network.
24:00
Speaker 2
What was the recent one? You don't see it there? Um. No, sir. Can you try to turn off again your Wi-Fi and turn it back on? [silence] Yes, sir.
24:00
Speaker 1
okay. I don't see, I see my old one Lola_5, I don't see, I don't see the one I just put in. No. okay. connect automatically meter connection. it's off or on? connect automatically when in range. it says here wi-fi password show.
25:00
Speaker 2
okay how about you try it how about you try connecting to it uh... it should ask you for the wifi name I mean Wi-Fi password. Sorry. I'm sorry? What's that? um
25:00
Speaker 1
shows to my OK, I got it. OK. So. So what do I, what do I do? It doesn't show me. Huh? Huh? No, no, no, no. Let me just continue this. I mean, we're switching, then we're gonna start all over again. I mean, OK. I'm I'm at the I am at the lower _ properties. All right. OK. So where do I, where do I go from here? Uh set data limits? To Help Control OK. IP assignment. Advance.
26:00
Speaker 2
just have to connect, it just doesn't show? How about this one sir? Let's try to use your phone. Okay. No, no, you don't have to you know you don't have to do that sir. You just have to connect, the same way how you connected earlier to the Wi-fi. No, you don't have to set IP. [silence]
26:00
Speaker 1
okay, so I got it shows, I clicked on lola underscore five, the Wi Fi name, and then it displays the properties, but it doesn't show me to do to, you know, to perform any action. It just shows the information. Okay, okay, Windows. Okay, window. Plus, A. Okay, all right, I'm hearing. Okay. Okay, I see lola. Yep, Yep, Yep, yep, yep, you got it. [silence]
27:00
Speaker 2
Okay, can we, can we try the same thing we did earlier, like the Windows plus a, window a, yeah, alright. And then it'll show you the available wi-fi networks. Okay, and then you connect to it, you click Lola and click okay.
27:00
Speaker 1
Okay. Click on, Lola. Connect. Connect. And he wants the password. Okay. Thanks a lot for your help. I agree. Okay. Enter patch mode. Okay. I'm connected. Hello. Hello. Solid blue. Solid blue.
28:00
Speaker 2
You're very much welcome, sir. Okay. And now, look at your router. What's the light indicator now?
28:00
Speaker 1
[silence]
29:00
Speaker 2
is already back online and you have already changed your Wi-Fi name and password. So, um, you can now go back to the web user interface and configure anything you wanted to configure. What do you mean, sir? All right, sir. Um, um, I'm afraid that I may not be able to proceed further with the troubleshooting unless you proceed with a paid connect service. So, if you want, um, I can send you an email for the troubleshooting steps. Since, you know. But anyway, you just have to go back to the web user interface, sir. You know, to the browser where we logged in with those, um, router settings, right? And then you just have to go to the SS.
29:00
Speaker 1
Okay, send me the procedure, okay? Thanks a lot for your help. You gotta be going then, you know, that's important. So, so this one, one, this one WiFi name will go between 2.0 and 5.0, uh, gigabytes? When would they change? Okay, but what I'm saying, if I don't separate them, it automatically, it automatically moves from 2.5 to 50 automatically.
30:00
Speaker 2
and and and and okay, sir. I will send it to you. Yes, sir. Yes, sir. Sure. No problem. Mhm. I'm sorry, sir. Can you repeat that back again? That my secret. So, yes, sir. Uh, 2.4 and 5 gigahertz, sir. Arm, they will be separated, sir. If you just you just have actually, um, if you go to Wi-Fi settings, uh, you just you just have to change the Wi-Fi name for the 2.4 and the 5 gigahertz and they will be separated. That's it. And sorry. Mhm, yes, sir. By the phone. [silence]
30:00
Speaker 1
Right. So it would always default to 2.4 it would not go five Oh? Automatically, right? Automatically right? So what's the purpose? What what's the purpose of me to separate them? I mean.
31:00
Speaker 2
It will just automatically connect, but some devices or some appliances doesn't connect if they don't have like a specific 2.4 networks. But for actually they will automatically connect somehow. But then again, uh there are devices that specifically connects only to 2.4. mm-hmm. You've mentioned your like your network devices. No, sir. Uh those devices, I mean, if your phone, your laptop, it will automatically connect to the strongest signal or frequency band. So it will yes, yes, sir, automatically. automatic Wine. Well, the purpose of separating
31:00
Speaker 1
[silence] But if it's happening, if it's happening automatically, why do I need to separate? That's what I'm saying. If it's automatically...
32:00
Speaker 2
things are if you have devices that only connect to the 2.4, and they will be having issues connecting to the wi-fi because they cannot um there's a conflict within the frequency band that's the time you separate the 2.4 and 5 gig now uh yes sir, that's what I'm saying, sir. You don't really have to necessarily have to separate it. As long as your device will automatically connect. But if you have a device that specifically just connect to the 2.4, that's the time you have to separate.
32:00
Speaker 1
Oh, oh, oh.
33:00
Speaker 2
the bandwidth. So, for now, if you don't have devices that fit them mostly, sir, mostly those devices that only connects to the 2.4 are those like cameras, like security cameras, or if you have alarm devices, if you have sprinklers or even those, yeah. Okay, so you don't have to separate it, sir, if it doesn't have those devices or anything that only covers 2.4. First, let me just ask you. How much is your monthly internet bill, by the way? With your brain.
33:00
Speaker 1
I live and... Do you follow the thing? Oh, no. I originally had only one username for both. And then the last technician told me I should separate. Now you're saying it's not necessary to separate because it will happen, it will default automatically, whether it's 2.4 or 5.0. Right? All right? Depending on the device I'm connecting with, it will either take a 2.5 or 5. If it takes a 5, it will go automatically to the higher gigabyte, right? Okay. All right. Okay. So I don't need to separate. Okay. Cool. Thanks a lot. Thanks a lot, Chief. But send me send me the, uh, could you send me the, uh, send me the uh,
34:00
Speaker 2
Yes, sir. I was just actually following your request if you wanted to 2.4 or 5 gigahertz. Okay. Uh-huh. Yes, sir. Exactly. Exactly. Yes, sir. Yes, sir. Uh-huh, exactly. Okay. I think we're all good. The steps.
34:00
Speaker 1
Yes. But but you said, you guys sent a video. I mean, the video is instinks. You, you can't do it on the video. You can, you got to like a procedure like a rhythm. No, the video's no good. I, I, I see that. I mean, it's useless. It's useless. I mean, the video, the video does not go through the tech, the, the, I need, I need like a procedure like step one, step two, step three. You follow what I'm saying? I mean, the, the video's more, you know, like, uh, like a show, you know, show and tell. I mean, it doesn't tell anything. You follow what I'm saying? I want the technical notes. I want the technical notes. The procedures. Uh, You know the difference, right?
35:00
Speaker 2
[KEEP_UNCERTAIN] uh-huh. Well, I'll try to look for the video, but, uh, it's worthless. Okay. It's worthless. Uh-huh. I think it was them. Yeah. Uh-huh. Uh-huh. your our uh, our experience uh, that uh, mostly our uh-huh I'll uhm I'll try. yes uh, I totally understand you okay.
35:00
Speaker 1
[DOWNWEIGHT] I mean, it's the old school. Yes. Yes. Yeah, I want the notes are to, to, to, I want the notes to log back into the, uh, uh, to the, to the, the temporary Wi-Fi and, and to activate the CA, and then enter, enter my, uh, can I, when I do that, can I reuse my old username? No. Uh, a Wi-Fi lane? No, if I don't want to, if I don't want to change, I want to keep it. What do you know? Is that, was that possible? Okay. That's what I'm saying. When I entered it, when I entered it, um, you know, I, I, how come I, I, I couldn't use, you know, an old username? [silence] you're found safe I said uh when when I, when you, when I created the new wi-fi name, why can't I use the old one, why was I able to use the old ones? Oh, name, that's my question. Oh, so it was no good, so, okay. Okay. So if I, if I, okay. So
36:00
Speaker 2
uh what what do you mean sir? because the the username or the wifi name that you set is not the same as the old one? well technically you reset your router that's why it went back to its default settings so by means of um setting it back to its default settings it erased your previous configuration so you went back to scratch that's why we created the new um that's why we set up mm-hmm uh what do you mean sir? this
37:00
Speaker 1
Yeah, if I reuse it, if I reuse it, I could I could I could I could set it up again, right? In other words, I can't reuse. I can't use the same name. Yeah. You say yes. Oh, okay. Okay. Okay. All right. That's all right. Hey, thanks a lot for the call. Please send me the procedure because I'll know I will know what to do next time. I don't want to. I have the procedure that you wrote to to help me log in. Okay. Log in.
38:00
Speaker 2
uh, if you, you don't really have to set it up again, you just have to change the Wi-Fi name if you want to have your old network back. You can use uh, the same name. Are you using Android or? uh, Yes. uh, are you looking? Yes, sir. I need to verify uh what procedure are you referring to? You can try to fit the
38:00
Speaker 1
Tune in to the temporary user Wi-Fi name and subsequently the steps like a window window A alpha to show to show the Wi-Fi. The file was eh. Well, whatever you're reading, whatever, yeah, whatever you're reading to me to follow your step, I want it. Oh. Okay. Okay, whatever you create, send it to me. Can you send it to me? Exactly what you, what we I appreciate it, yeah. You promise [silence]
39:00
Speaker 2
1.14, 178. Oh, okay, so the steps that we did earlier, I'm, I'm not, I'm not reading anything, sir. I'm not reading anything, so I need to create it from scratch. Well, I, um, give me some time, sir, because it would probably take me a while to compose an email on the steps, okay? So, but anyway, I, I will, I will be sending it to you. [silence]
39:00
Speaker 1
Okay. I really appreciate it, all right? You know, I'm a loyal user of your product. Okay. Okay. Okay. Okay. How come I'm trying to, I'm trying to log in my Wi-Fi to Roku, all right? And I put in the password. I put in the password and it's not taking it. Why? Okay. All right. Thank you. No, I just need you, you know, a working, you know, really working document procedure. But to do this, I mean, I could, I could, you know, I could follow this. I just need some help. Okay. Thank you. Yeah. Thank you for your, thank you for your help. Okay. Bye. All right. Bye. [silence]
40:00
Speaker 2
All right, so, is there anything else, sir? All right, okay. Uh-huh, no problem. All right, sir. Okay. All right, sir, you're very much welcome and thank you so much for calling LinkSys. Have a great day, sir. Shield pressure. Sure, no problem. All right, bye for now.
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