V2 Rubric Detail — 8397e21e-6aa9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 00:06
Duration
42m 14s
Contact
Nick Shannon
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133851
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ 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

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall73.4% (+17.4)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through recovery key reset and app-based access, meeting R1 and R2. However, technical inaccuracies (invalid URL), early push for paid service, and failure to reduce customer effort resulted in partial ratings on T2, T3, C1, C2, and X3. No escalation was needed, and ownership was fully maintained.

V1 Case Analysis

Customer locked out of MR8300 admin after password change. Resolved using recovery key via Linksys app after agent provided incorrect guidance and pushed paid support.

Troubleshooting Steps
  • Collected model (MR8300) and serial number
  • Pushed paid support before troubleshooting
  • Provided incorrect local router URL (myrouter.local.com)
  • Gave irrelevant advice about coaxial cables/TV channels
  • Guided customer to use Linksys app and recovery key to reset router password
Key Observations
  • Agent pushed paid support before any troubleshooting, despite no hardware/complex issue
  • Provided incorrect URL (myrouter.local.com) - KB states myrouter.local or 192.168.1.1
  • Gave irrelevant troubleshooting advice about coaxial cables and TV channels, indicating product confusion
  • Failed to confirm warranty status before offering paid service
  • Customer resolved issue independently using recovery key method (KB-valid procedure)
Positive Highlights
  • Eventually guided customer to correct recovery key method (KB-valid procedure)
  • Confirmed with customer that access was restored before ending call
  • Correctly explained difference between Wi-Fi password and router admin password
Agent Errors / Gaps
  • Unnecessary upsell of paid support before basic troubleshooting
  • Provided incorrect router local URL (myrouter.local.com instead of myrouter.local or 192.168.1.1)
  • Gave irrelevant advice about coaxial cables/TV channels, suggesting confusion about product type
  • Failed to obtain/verify warranty status before discussing paid support
  • Repeatedly asked for information already provided, causing inefficiency

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'I think I'm okay now... you helped' and agent verifies access via the app, enabling future Wi-Fi password changes.
R2 Met Diagnostic thoroughness conf 90%
Agent collected model/serial, ISP, guided through recovery key reset, and used local access to resolve the core issue after payment.
R3 Met Correct resolution path conf 95%
Device is ~4 years old — out of warranty; agent correctly offered paid support per policy and proceeded with best-effort troubleshooting instead of dismissing or offering RMA.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model, serial, ISP, and network name, but did not clarify the exact nature of the login failure or prior steps before pushing paid service.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent incorrectly directed customer to 'HTTPS://myrouter.local.com' — a non-existent URL; correct is http://myrouter.local; this required troubleshooting recovery and caused avoidable friction.
T3 Partially Met No misinformation conf 85%
Agent gave correct default password 'admin' and recovery key guidance, but provided invalid URL ('myrouter.local.com') and mispronounced/spelled 'Linksys' multiple times.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced paid service early (before diagnosis), had long silences, and unclear transitions, but maintained control and guided to resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used inconsistent device assumptions (laptop vs tablet), technical terms without checks, but eventually adapted to customer’s context.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end: processed payment, did not transfer, and followed through to resolution.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: 'go to the Linksys app... change Wi-Fi name and password' — specific and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue resolved within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and thanked customer for patience, but did not acknowledge frustration, confusion, or the effort already expended.
X2 Partially Met Tone & rapport conf 80%
Agent maintained formal tone, assumed laptop use despite tablet, and failed to adjust when customer struggled with URL entry.
X3 Not Met Overall experience conf 90%
Customer was asked to take pictures, re-enter payment, and navigate an incorrect URL — all avoidable steps that increased effort unnecessarily.
Call Transcript71 turns · 77 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash r slash Linksys. Thank you for calling Linksys. This is Phoebe. How can I help you? [silence]
00:00
Speaker 1
My name is Nick Shannon. I have a Lenksis that's the unit is about four, four years old or so. And I've noticed that I didn't really have it in the list or passwords and things. So I went back in and I wanted to update it to make sure things are going to function okay. Because I have a different router in the house as well. And it didn't recognize my model number, but it made me change. Uh I I imagine it's the password that I did, but then when I tried to get back in using it, it's telling me to call in. So I was hoping that I could get this back so that it's functioning and that I do have a legitimate password, both of them. I'm not sure how it's going to affect everything at this point, since uh it was telling me to, to change it, and I did. Well, I did go online, and I tried, but it's, I'm going in a circle. It doesn't, uh, it keeps spinning at a certain point, and uh then it sends call in, uh with it, and uh it sounds like it did work, but then it I can't continue. I can't get into uh your site and um fill in the information that's underneath it. So you have my name and a lot of personal stuff that's updated, but that didn't necessarily need to be updated, but it did make me change my uh password.
01:00
Speaker 2
Okay. All right. Well, sir, there's a need for us to to check on the uh, on your router settings. So right now you're you're unable to go online using your router. I mean Uh-huh. Okay.
02:00
Speaker 1
Sure. Yeah. [Silence]. The uh uh the model number is M like in mother and then R like in Robert 8 3 0 0 V like in Victor 1 dash 1. And then right there. Serial number is uh 2 9 V like in Victor 1 1 M like in mother 2 2 B like in boy 0 1 1 0 2.
03:00
Speaker 2
Okay. All right. Well, sir, in that case, there could be a need for us to manually set off your router. So can I have first the model number and the serial number of your device? Just try to look underneath the router. [silence] Um-hum. Um-hum. [silence] And the serial number? Mm-hm. Um-hum. Okay, that's 29V, like Victor, 11M, like Mary. Two-two B as in boy 01102.
03:00
Speaker 1
Yes. Yes. Yes. Yeah, and I wasn't having problems with it. Uh I just wanted to get um get I noticed that I didn't have the information uh completely in my like my for my passwords and everything. So I thought maybe I ought to come back in and see. And I mean, I got in on the old one that said to change it. Okay. Right, her first name's Nicolae, formally.
04:00
Speaker 2
Correct? And uh you you mentioned, sir, that you had this router for like four years already, right? Yes. Well, yes. If, if if that's the case, sir, yeah, there's really a need for us to like manually configure the settings. We need to access the router settings, okay? So, as we can verify the wireless, uh, especially the wireless password. And, sir, um, yeah, your name again is Nick Shanon, right? Oh, I'm sorry, miss, okay? my name is Roman. Roman? Yes.
04:00
Speaker 1
Uh, I can't remember off the cuff. That's a little short name. Uh, let me think. Um, no. Let me think. Oh. Huh. I'm wondering where I have.
05:00
Speaker 2
Yes. And your email address, sir? Can I have it please? It's Nick, S-H-A-N-O-N. Nick J. Shannon at yahoo.com. And who is your internet provider, sir? Is it comcast? Um, is it Xfinity? Um, spectrum?
05:00
Speaker 1
bit here to refer to. It's a, I don't know, it's a local one in Colorado Springs, but I'm trying to think of where I would have it. Let me see if I can go searching. Okay, let me I do an auto pay, so I'm not 100% sure which one it's on, but let me uh Sorry, I haven't thought about it in a while because it's with auto pay. Uh, let me see if I can find it on the billing. I'm looking through now. Oh, okay. It's called stratus IQ. Stratus yeah, Stratus IQ.
06:00
Speaker 2
so yeah, ISP. Stratos IQ, all right, sir. OK, then. So, sir, um, yeah, thank you for that information. I just, uh, created a activity for you here and upon checking here in our system, sir, Nick, um, your device mr8300. [silence] has been getting a fluctuation. [silence] So that will have an old too frequently. Your device goes to idle mode or standby mode. It will give you an error with uh a red LED uber on your LED light of your device? And upon checking sir, the light connection on your request device. Under service. [silence] please check if the [silence] coax terrestrial shots hard wired into the row. [silence] If not, then, your terrestrial is not properly installed or hard wired into your device and that's where connection will always give you having an error with your television. So, if it is properly installed or hardwired into your isolated device, please have your sit, recline and scan on your television upon changing of the mind and please wait for a few minutes for the channel search. Upon that it will try to resolve your concern with the TV. [silence] All right sir. Uh huh. All right. Have a nice day, sir. I was trying to change the wireless settings of your router. So you can find their related, I mean, articles related to your issue. And aside from that, you can also take advantage of our A I tool at the bottom right. So you can ask our A I how to access the router settings and change the settings from there. Now the second option, this first option. Second option is our paid connect service which will cost you $15 okay? And that paid connect service is good for 60 minutes or an hour of troubleshooting.
07:00
Speaker 1
Okay. Okay. Well, I have you on the phone. I was just going to soon do it with you and get it done because, well, first of all, I'm not having problems with it. You know, I have the routers. I think I think if I just get through so that you know what I know and things are working. Right now, I'm really not sure where my password is hanging with anything else in the house. If I change Okay. Alrighty. Well then, let's let's just do it then. It shouldn't take too, too long. I would say not too. [silence] Yeah. I think probably not. Yeah.
09:00
Speaker 2
okay? And that service is also non-refundable sir. So if ever the device is deemed to be defective, we can no longer have it replaced since it's out of warranty. So, how would you like us to proceed? yes. The only way for us to get that password sir is actually to access your router settings.
09:00
Speaker 1
Should it should it? Oh. Okay. Yes, I Okay. Have it. You want it now? Okay. Is a second though.
10:00
Speaker 2
Well uh yeah we're we're just hoping that we won't be we won't be able to encounter some issues while uh we're doing the uh yeah while we're accessing the setup page right? So yeah so you will go for the uh Payconnect service that is uh again $[REDACTED_PAYMENT_DIGITS] sir. Okay. All right so let me just process this first So please uh get ready of your credit card information. Uh hold on sir because you for your security uh we will um stop the recording okay? So All right so I'm going to stop the recording now.
10:00
Speaker 1
Yes. Okay. Uh, it's going to be a Visa. Um, it's Chase Sapphire Chase Bank. Oh, okay. You want that information. Okay. Uh, it's Nick Middle Initial J. Shannon, and it's got DDN on there for Dental for Dentistry, but I don't always add that. I thought I didn't want you to have a problem.
11:00
Speaker 2
All right. Now okay. All right. All right. So, what type of credit card are we going to use for this transaction? Okay. V card. Okay. And what name appears on the card? Okay. No, what is the name that appears on the card? Is it your name Nick Shannon? Okay. Alright. Okay. Well, can I have the card number please? [silence]
11:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 2
Mhm. And what about the expiration date? And the security code? Okay. So let me just process this for, okay? Just give me two minutes.
12:00
Speaker 1
Right. Yes. Yes. Okay. Yes. Actually, I did, but I want today to change and I don't know if the information is on my laptop or not. Let's see. [silence]
13:00
Speaker 2
By the way, a copy of the receipt will be sent to your email and your email address again is nickjshannon@yahoo.com correct. Okay. Alright, so you were successfully charged by the amount of $15. Again, this service is non-refundable, sir. So, let me just resume the um recording, okay, so we can start with our troubleshooting. All right, can you hear me okay? All right, sir. So now, um okay, do you have a computer available, like a laptop or desktop? [HUMAN_REVIEW] Okay, so Hello. Yes. Alright, sir. So on your laptop, is your computer wirelessly connected? Do you have any computer which is hardwired to your uh Linksys router? No? Are we able to connect your computer to uh the router with an ethernet cable? Is that possible? Do you have an adap [silence] Ethernet adapter? [silence] Okay, so tell me, is your computer can you turn it on for me?
13:00
Speaker 1
I, well, if I've got it, it could be stored someplace, because I haven't used it wirelessly. Okay. Actually, I already have. So, let's see if I UM. Yeah. I have a picture of it right now. [silence]
15:00
Speaker 2
extra ethernet cable okay yeah ques uh ques not sure then um uh we we will just uh try to configure this wirelessly okay now can you please take a picture first of the Wi-Fi settings at the bottom of your linksys router so you have a copy of those settings at the bottom there is a sticker at the bottom so just take a picture of it mm-hmm what is the default network name
15:00
Speaker 1
In name, you mean it would be under what's called the name? There's a setup. Yeah, okay. That would be, there's a dash down at the bottom starting it. I don't know what that's called. And then there's Linksys written capital L and then setup B67. B like in boy 67 is.
16:00
Speaker 2
Okay. Okay, Linksys, I'm sorry. Okay, B67. All right. If you go to your laptop, sir, are you able to see that network links setup B67 or you change it to something else?
16:00
Speaker 1
No, I haven't changed. No. Um, uh, actually, I didn't change it at all. The only thing I added was the, uh, my password on, on it. So, I just accepted that for what it is. Uh, let's see. Well, it's a picture right now. So, I'd have to, don, I have to go to your app or something? Okay.
17:00
Speaker 2
Did you personalize your notebook? Okay. So if you click on, yeah, if you go to the wireless icon, are you able to see that links to setup B67 on your laptop? No need to, sir. Can we just go to your laptop? And do you see the wireless icon at the bottom right-hand corner of your computer?
17:00
Speaker 1
[HUMAN_REVIEW] A bottom right hand corner. Um, why would I see anything there? I mean, there's, there's nothing there, dealing with, uh, you talking would it be before I even get to the apps then, or what? I'm not sure what where you're referring to. Like, uh, I'm using a tablet. And, um, actually, yeah. Yeah. Yeah. Okay. Okay, all right.
18:00
Speaker 2
Yes. Are we on your computer here? Do you have a laptop or you're you're using your your phone or tablet? Oh, you're using a tablet. Okay. Okay. I thought you're you had a laptop. Okay. All right. Can we go to settings on your tablet then you go to Wi-Fi? Are you able to see Linksys setup B67? [silence]
18:00
Speaker 1
Let's see. No. The, the only way I see it here is by password. I'm at a Wi-Fi. Right. No. Yeah. It's, it's right, because
19:00
Speaker 2
If you go to Wi-Fi, sir, if you go to settings and then Wi-Fi, are you able to see um network list uh like uh your your neighbor's network and your network, which is links as setup B67? Are you able to see that name there? you're unable to see that. Okay, so it's not showing links as setup B67.
19:00
Speaker 1
because it's uh it's not connected to that it's connected to the other router that I have I think let me let me push um let me push the other uh Wi-Fi on it and see what happens. Yeah. Yeah. Uh I've got my passwords on the two and then
20:00
Speaker 2
Yeah, kindly close all the apps open on your tablet, sir. Just go to settings and then Wi-Fi. And try to try to check whether you see the link to set up B67 as one of your networks available. If you go to Wi-Fi, um what do you see there? Do you see list of networks on your tablet?
20:00
Speaker 1
Or the whatever you you would I would call them the name on them and then um there isn't anything do everything underneath is either a nickname or a different number. In other words, uh my password on the uh um excuse me, the the name, I guess I did have a name on it uh I had I have two different routers, one Shannon 2 and one Shannon and the Shannon is the one that that links us. So um Yeah, right. [silence]
21:00
Speaker 2
Okay. So, okay, so you, you, you changed the name. You personalized or customized the name. Okay, so right now, the name is Shannon. So you see the network Shannon, right? [silence] when you go to Wi-Fi, are you, are you connected to Shannon?
21:00
Speaker 1
Yeah. Well, I originally, I, now, yeah, now I have the tablet on the network that you're, you want to know about. In other other words, if I give you the Wi-Fi address now or, or something down here, an IP, okay, it's 19216810, 1, 1.
22:00
Speaker 2
if you select so you mean to say you're connected to the network, are you connected to the network? Are you online using the tablet? What is the IP address?
22:00
Speaker 1
1.156. Uh-huh. Okay. Well, wait a moment. Uh, just a moment. Okay. Uh, h T T P. Right. Yeah. I.
23:00
Speaker 2
Okay. It's definitely connected to the network. All right. So, sir, um, can we open, uh, a browser like Google Chrome? Okay. And then on the address bar, type in H T T P that is H for Hotel, T like, Tango, T. Yeah. It's H T T P that is H for Hotel, T for tango, T for tango.
23:00
Speaker 1
Mm-hmm. Do you want? Okay. All right. You want a slash? Okay, same way. So then I'm enter. Okay. Okay.
24:00
Speaker 2
B for Peter. Okay, HTTPS colon / / slash myrouter.local.com. And then press enter. [silence] All right. Now, [silence]
24:00
Speaker 1
Yeah. There's uh, yeah. There's different, uh, there's different like little articles, or so, or many things. Okay. So there's uh, there's nothing above it though. No, it's an iPad. It's an iPad, uh,
25:00
Speaker 2
Did you get anything when you press enter? OK, all right, it seems that you typed that on the search bar, but it should be on the address bar right on the very top, not the search, but address bar on your tablet. That is usually where you put you type in the website. What's the brand of your tablet by the way? What's the brand? Is it Samsung? Oh, it's an iPad? Oh, okay. Thank you.
25:00
Speaker 1
Yeah, I mean, I put it in search out even though it's it's a search Yahoo or type URL. [silence] Well, maybe I can make this easier. I don't know. I haven't had, I haven't had problems with it. I wanted to confirm that I, that I was able to change the password on this particular linksys. And, uh, if I could and then I couldn't get into it. I couldn't get into anymore. In other words, they were asking me to do more than I could do because I can't, can't get into the password for my account. Because, uh, there is a password under here, you know, and I don't know what that does.
26:00
Speaker 2
You're trying to change the passwords, sir. Is it are you referring to the Wi-Fi password or password for your account? All right, let me just explain, yeah, let me just explain Sir Nick, because uh if you're referring to your Linksys Smart Wi-Fi account and you're trying to change the password, um we we are unable to do that anymore because the Linksys Smart Wi-Fi remote access website has been discontinued. We can access the router settings locally using the Linksys app. Okay, I believe you have a Linksys app installed in your tablet. We can we can still make use of that, but uh through the option um using the router password.
27:00
Speaker 1
Yeah. Well yeah, because the passwords, well what it really is, the passwords for the two routers are the same. So, uh, when I have a printer here, it may, it may confuse them, so I wanted to change one of them. So, I thought I would. Yeah. [silence] And actually, I don't, because I didn't see the.
29:00
Speaker 2
Okay not by the the the username and password or not through the email address if if that's what you're referring Hmm. Okay. Yeah, so you're really referring to the Wi-Fi password. So um, in order for us to change the Wi-Fi password or we need to access the router settings. Okay that's what we need to do. Now um, you have to links us up, right? Installed on that tablet?
29:00
Speaker 1
I had everything switched to a new laptop. I haven't even looked at it yet. Uh it's a new iPad Air and um it didn't have my original iPad didn't have that on there when I was looking. And that's what also made me look for your setup. But I have it on my phone. I have it on my right my iPhone. I'm using it. Okay. Okay. Okay, let me see. Um, I think, well let's see.
30:00
Speaker 2
you have it on your phone. Okay. Is your your iPhone available right now? 'Cause we can change the wire the Wi-Fi password through the app. So if you open up the Linksys app, if your phone is actually connected to your network, is it connected to your network? If you go to Wi-Fi. Can you can you check if it's connected. to the network to your Shannon network.
30:00
Speaker 1
It's connected to the other network, but I could put it on the same way. I can switch it if we need to, to put it on the Linksys. Sure. OK, it's on there. Right. OK. [silence] Right. [silence] OK. [silence]
31:00
Speaker 2
[silence] Okay. Yes. Can we Yes, please. Okay, it's now connected to that network. So, can we open up the Linksys app on your phone?
31:00
Speaker 1
Okay. It says getting router settings right now, and it's spinning. Okay, it says we found a new network. And this network count, right? Okay. It says to add to the account. Okay. Okay, now it says the router password and then reset the password. So, I apparently, this was the part that was missing when I went on because they didn't have the information off this.
32:00
Speaker 2
Okay. What are the options? Can you tell me, please? Yes, add it to your account. All right. Okay. If you can't, if, yeah. Did you try to put in the router password, sir? And did it take it? Or...
32:00
Speaker 1
I haven't, let's see. When you're saying the router password, is it the one that was just done or should I use my own? Use the one I use the one. Okay. Okay. Yeah, I did, I think it was successful doing it. You want me to try the new one that I did and see what happens. Okay.
33:00
Speaker 2
No. Actually, when you when you set up the uh, initially, when you set up the router, you have the option to change the router password, cause by default, the router password is admin, A-N-M-I-N, all lowercase. Okay? So, yes, that's the default password. If you can't get into the router password, then we can just select reset password instead. You have reset password, right? Okay.
33:00
Speaker 1
I, uh, I'm gonna check right now. Okay. Let's see. And underneath you know, it said to reset the password. So do I hit that or? Okay. Okay. Now. This is where. This is where it's been different. See, it said enter a recovery key. And when I went down there they were all x's on the on the key and I couldn't do anything. So, so I put those numbers in.
34:00
Speaker 2
Did it take it? Okay, we'll just have to reset. Yes, just reset the password instead, sir. Because it seems that it's not accepting it. So just to press the, yes, select that option. Okay. Okay, sir, the recovery key can be seen. All right, uh, just listen first.
34:00
Speaker 1
Okay. I got it. Okay. Well, that was my missing link, maybe. I don't know, but we're getting to what I need to have done, I think. That's important. Okay. Reset the router password now. Uh, well, how is this different than the one I just used? Can it be the same or they don't really care what you put here, do they? Okay. What I'm saying is, they're not, there's not a lot of restrictions under here like uh, like it did to try uh,
35:00
Speaker 2
The recovery the recovery key can be seen underneath the Linksys router this MR 8300. There is a recovery key underneath the sticker. Underneath the router yes. Yes after you type in the recovery key just select reset password. Uh, each routers have different recovery keys sir. So.
35:00
Speaker 1
I think I'm getting confused. The one I just entered to get here was for a different reason. Right. Or is this what they were wanting? Did I--do I use the same pass word to get in here as I did to get in into this. The one. I know, I'm confused. It's what I tried to enter to get to this area to get these, the. Is it a repeat? Okay. Well, my, my, I think my controller
36:00
Speaker 2
What password sir? Um, I'm sorry, I got confused. That is, yeah. Yes cuz if ever the router actually if ever the router password is not working, you you need to reset the password and enter that recovery key. That is the the router recovery key, sir. So every time you reset the the router password, you need to enter that recovery key.
36:00
Speaker 1
I. You know, with the password before, I had like a four-digit number and letters. But what I just entered to get here, they wanted a lot more than that. They wanted, like, ten different digits. And I... I'm referring to the password for linksys, I think. So, those are two separate things, right? Okay. Right. [silence]
37:00
Speaker 2
Are you referring to the router password? Yes, because we have, yeah, because we have Wi-Fi password. We also have router password, but I think you're referring to the router password. Yeah, because once you, by default, again, the password is admin. That's for the router password. And once you enter the the default password of the router, it will ask you to create a new router password. And there are some restrictions for that. They need a strong password. So, it can be combination of numbers and letters.
37:00
Speaker 1
Oh, there's one. Okay. All right. Okay. Now it's showing up after I push the button. Okay. Can it be the same one that goes into the Linksys for consistency? You know, the one I just used? Okay. Well, that will make it easier then. 'cause... Okay. Okay. So I'm... Let me type out the password here real quick. Because they're, uh, let me see.
38:00
Speaker 2
at least eight characters, I think. Yeah. So, that's what they needed for the router password. Okay. Yes. Yes. You can- you can actually set the same password for your Wi-Fi and the router password. So, yeah. To make it, I mean, for you not to get confused or something. So, are you able to log in? Are you now on the dashboard, the-
38:00
Speaker 1
Okay. I got that. Uh, so I submitted it. Um, your password can't have the same characters twice in a row. Well, I used it on the first one. Okay. So I'll change it. Okay. Um,
39:00
Speaker 2
Okay. And what happened? Okay. Okay. Yeah, they're very particular with the password, so.
39:00
Speaker 1
it's spinning now, so something's going to happen. This was really complicated for what I wanted to do, and uh, I thought I was doing it as a way to check out everything. Okay, get notified. Okay, now it's going on to other things. Get notified of connectivity issues and network updates from links. Um, things that now, it's looking at uh devices and the router. So I think I'm okay now. And what I've come with.
40:00
Speaker 2
Okay. Okay. Okay, so yes. All right, so are we are we good to go?
40:00
Speaker 1
All right. Okay. Very good. Okay. Well, this was a long way around it, but I guess I finally found out what I was trying to do. And I didn't know it'd be that complicated. You did great. We greased up the old uh router and it did the job because you helped. Thank you. Thank you.
41:00
Speaker 2
if you want to change the, uh if you want to change the Wi-Fi password or or any settings on the router, yes, you just need to go to the links app. and you go to Wi-Fi settings. uh there's an option for you to change the Wi-Fi name as well as the Wi-Fi password. Okay. I'm sorry if this is taking so long. Okay, all right now. So, thank you so much for your time and your patience, sir. This is Appie again from Linksys. Thank you for calling. You do have a great night, sir, Nick. [silence]
41:00