V2 Rubric Detail — 864bd5a2-7bc9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 19:08
Duration
68m 48s
Contact
Judy Maynard
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136587
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Reconfiguration of the router
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall51.1% (-4.9)

V2 Grader Summary

The agent provided sustained best-effort troubleshooting for an OOW WHW03 router but failed to resolve the core issue (WAN port not recognized). Technical inaccuracies (wrong IP address, WAN port description) and disorganized troubleshooting led to customer frustration and abandonment. The agent owned the interaction and demonstrated empathy but did not achieve a functional resolution.

V1 Case Analysis

Customer (WHW03 Velop) reports no internet, solid red LED. Out of warranty. Agent performed power-cycle, factory reset, 5-press pairing, port checks, and cable swaps. Router failed to recognize WAN port, remained in red/blinking state. Customer opted to replace device.

Troubleshooting Steps
  • Power-cycle modem and router
  • Guided ipconfig to locate default gateway
  • Factory reset (20–25 sec hold)
  • 5-press pairing method on reset button
  • Switched Ethernet ports and re-checked cable
  • Verified local router IP address and firmware
  • Attempted access via 192.168.1.1 and 192.168.0.1
Key Observations
  • Agent referenced a 'purple' LED at [23:00] and [58:00], which is not a standard Linksys status indicator for WHW03 (valid: solid blue, blinking blue, solid red, blinking red).
  • Provided conflicting reset durations (20 sec vs 25 sec) and failed to confirm correct power adapter usage, a known failure point for WHW03.
  • Used both 192.168.1.1 and 192.168.0.1 URLs, causing confusion; correct URL for WHW03 is 192.168.1.1 or myrouter.local.
  • Extended silence and looping troubleshooting without progress led to customer frustration and inefficiency.
  • Correctly applied 5-press method for WHW03, which is valid per KB.
Positive Highlights
  • Collected model number (WHW03), serial number, and confirmed out-of-warranty status at [14:00].
  • Correctly applied the 5-press pairing method for WHW03 at [26:00], which is valid per KB.
  • Guided customer through ipconfig to verify modem connectivity and gateway at [15:00–18:00].
  • Attempted to verify physical Ethernet connection and port status in router UI at [47:00–49:00].
  • Acknowledged customer frustration and offered support for future setup at [68:00].
Agent Errors / Gaps
  • Referenced a 'purple' LED at [23:00] and [58:00], which does not exist on WHW03; standard colors are blue and red only.
  • Provided inconsistent reset timing (20 seconds at [22:00], 25 seconds at [57:00]) without explaining the difference.
  • Failed to verify the customer was using the original power adapter, a common cause of hardware failure on WHW03.
  • Directed customer to use 192.168.0.1 at [44:00], which is incorrect; correct URL is 192.168.1.1 or myrouter.local.
  • Did not confirm WAN port recognition in router UI before concluding hardware failure; should have verified Ethernet click and port status.
  • Allowed troubleshooting to loop without summarizing progress or offering a clear escalation path after repeated failures.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call saying “I think we need to replace it… I’m done trying,” and no functional internet or router status is achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performs multiple resets, 5-press attempts, and requests IP configuration data, but troubleshooting lacks logical progression and fails to isolate the root cause.
R3 Met Correct resolution path conf 85%
Agent correctly identifies device as out of warranty, explains limitations, and continues with best-effort troubleshooting including factory reset and port reassignment — aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies key symptoms (solid red light, no internet) and collects diagnostic data (IP config), but does not conclusively determine root cause.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent uses local admin access via 192.168.1.1 to inspect router status — a valid tool use; however, misses opportunity to verify firmware version or check logs more thoroughly.
T3 Not Met No misinformation conf 90%
Material inaccuracies: initially directs customer to 192.168.0.1 (contradicts KB 192.168.1.1/myrouter.local), and claims the WAN port is a 'regular local area connection port' (contradicts KB which defines a specific Internet/WAN port).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control through extended troubleshooting, but frequent 'let’s wait' pauses and lack of structured framing reduced effectiveness.
C2 Partially Met Confirmed understanding conf 75%
Agent adapted some language to customer’s pace and confirmed understanding during setup steps, though technical terms like 'port streaming' were used without simplification.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the interaction from start to end, performed multiple recovery attempts, and did not transfer or abandon case despite complexity.
O2 Partially Met Proactive follow-through conf 70%
Agent did not establish a formal next step or timeline, but did offer post-call support ('you can always give us a call') when customer indicated intent to replace.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was hardware-level failure on an out-of-warranty device, appropriately handled at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent apologized for hold ('I'm so sorry for that hold'), acknowledged customer patience, and remained courteous despite prolonged unresolved state.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pacing during setup steps and checked connectivity via customer feedback, though could have simplified explanations further.
X3 Partially Met Overall experience conf 75%
Agent reused prior-entered recovery keys and avoided re-asking model/serial, but required multiple resets and IP checks that increased customer effort.
Call Transcript85 turns · 94 lines
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]
00:00
Speaker 1
Hi there. I'm having some struggles with my uh Wi-Fi. I have the serial number here. Are you ready? 20J10/C/Si/C/J/K/E/403B775037/
10:00
Speaker 2
Thank you for calling links. This is Skylar. How can I help you? Mhm. So, yes ma'am. Okay. Let me check if I got it correctly. That's 2-0-J for John. 1-0-C for Charlie. Then six B for Brian, seven seven, five zero three seven. Okay. And what is the model number of this Len-sys device? [silence]
10:00
Speaker 1
Um, W. Yeah, I got it. It's WHW03. I have um, one parent and two child. spectrum. 53. Yeah, it's 530-344- 3950. Judy Maynard. J-U-D-Y. [silence]
11:00
Speaker 2
does uh cell at the bottom of the main node uh-huh uh-huh and how many notes do you have uh three and who's your internet provider okay and i have also your phone number ma'am in case we got disconnected we can call you back mhm mhm how about your first name and last name j-u-d-I-E or J-U-D-Y I see and you're
11:00
Speaker 1
[ 0m7s22ms - 0m26s642ms ] Maynard M-A-Y and as in Nancy A-R-D. [ 0m27s742ms - 0m35s342ms ] It is um let me see which one you have on file. Hold on. [ 0m35s342ms - 0m36s542ms ] Uh. [ 0m37s202ms - 0m40s282ms ] It should be H K and Judy. [ 0m40s282ms - 0m47s542ms ] So it's H K A N D J U D Y @gmail.com. [ 0m47s542ms - 0m58s902ms ] Yes. [ 0m58s902ms - 1m5s42ms ] Um [ 1m5s42ms - 1m5s142ms ]
12:00
Speaker 2
dimensiones
12:00
Speaker 1
Internet from Spectrum that I have hardwired straight from my modem to my computer right now, because I have no Wi-Fi at all. Um, so I called a few minutes ago to talk to someone else and, um, we tried to figure out if maybe the power supply had gone bad on the parent node, and it appears it may have. Um, I have it plugged in now, um, I have a child node plugged in now instead of the old parent node, and I do have a red solid light on the top. So, I may have resolved the power issue. Not totally sure. Great, thank you. Yes. I understand, thank you. Yes. Uh it's a desktop. And I also have, uh, Marco
13:00
Speaker 2
So we're going going to um check that out ma'am, if really it's the device has a power power issue. Okay. So um let me just um inform, okay. Ma'am, um let me just inform you that I checked the status of your LNK fiber router, the WHW03. It shows it here on our system that this router is already out of warranty. We can still provide with um technical assistance and in any case the device is proven defective, there will be no refund or replacement. Okay. You're welcome. So to um proceed ma'am, let me just check, is your um computer, they're still directly connected to the modem right now? Or no, okay. And this computer, is it a laptop or desktop?
14:00
Speaker 1
have a switch Windows sorry, what? yes right okay and what am I typing in?
15:00
Speaker 2
So this desk up that Mac or Windows and this 11 I believe right? It's Windows 11. Okay, so again right now your desktop computer is directly connected to the Spectrum modem, right? Okay. So we're going to check for some settings on spectrum modem. Okay, um tiny click on search at the bottom like on the Windows search. Okay, tap in there CMD that's Charlie Michael David. And then it will ask you if you want to open
15:00
Speaker 1
Okay. Got it? IPconfig? Okay. I hit enter. I don't know if I was supposed to. Okay. Yes? Yes, got it. Yes. 10.71.93.1.86.
16:00
Speaker 2
Just click on open? Open. And, then it will open a black window, and there's a blinking cursor. Kindly type in there, I P, config. Okay. Y-e-s. It presents, and then it will give you a bunch of information. Look for Ethernet and adapter, local area connection. Okay. They have their IPV4 address. Okay, what are the numbers? how about the subnet mask? Okay, how about um default gateway? IPv4, default gateway? Uh huh. Uh, okay, hold on, ma'am, sorry to interrupt, but uh Is that the IP Is that a IPv4 default gateway?
16:00
Speaker 1
Um, on the next line it does have just numbers. Would you like that one? Okay. It's 192.168.12.1. uh, I see connection specific DNS suffix, Charter.com. There's not, there's just an IP V six address. It doesn't save on that. No.
18:00
Speaker 2
Yes, please. How about DNS server? How about there's also numbers there? Okay, how about the for physical address under Ethernet adapter physical address or MAC address?
18:00
Speaker 1
Link local IPv6 address. No. It doesn't save physical address anywhere. There's nothing for that either.
19:00
Speaker 2
How about physical address that's the same thing right below uh how about MAC address map you consider Ethernet adapter Ethernet right and you have their connection specific and then you have their description
19:00
Speaker 1
[silence] No, it doesn't say that anywhere. [silence] Hold on. config and then what? [silence] Forward slash slash. OK. [silence] And then what? [silence] OK. Enter. [silence] giving me a lot more. Physical address. Ready?
20:00
Speaker 2
1:231,810 1:27,750 and then 1:27,750 there's no like 1:32,50 replic below that 1:33,440 is like physical address. [silence] 1:58,50 1:59,50 1:59,50 All right. [silence] 2:0,120 2:2,540 So how about this one, ma, let's let's try this again. [silence] 2:4,480 type again IP config and then forward slash all all. [silence] 2:10,890 forward slash and forward slash and then all A L L. [silence] 2:22,16 2:22,790 Then enter. 2:22,790 yes. I'm sorry.
20:00
Speaker 1
AUR on dog for dash three D dash seven E dash 4C dash eight five dash zero nine. I did yeah. I'm still on the um the node that's working it. I think it's a child node um, but I'm not actually sure just looking at it. We may have switched nodes from parent to child a while back because this has all kinds of different
21:00
Speaker 2
Yes, please. Okay, thank you. So, um, you've mentioned that you switch node already, correct? You, uh, one, uh-huh. One of the nodes you, uh, use it as now as a parent node and you still continue using that node, right? Uh-huh.
21:00
Speaker 1
[DOWNWEIGHT] Uh uh stickers saying, password and recovery key and stuff. But yeah, I have a working node plugged in with a solid red light on top. Yes, please. Okay, We're starting now. [silence] Uh uh. Okay. sticker, sticker. [silence] Okay, we'll go to login first. Uh, There is an option to skip saying that can scan with our barcode code reading scraper You see the scaffold your reading scraper there. Please operate it over the sticker on the back of your nodes case, let's [silence] Okay. Please tap next when you are ready to begin. [silence] Uh okay. We have two, uh, recovery keys. Please tap ignore. Uh, okay. As I will write them down on a piece of paper first. [silence] One a second. Okay. Uh con this one for the finish. And what's next? No, it is not a recording, it's just like the forum. So I had to say what I just caught the recovery key for the first one now. No, it is not, it's a recording. I'll keep waiting for one more. Okay. Um, I'm going next. Okay. Please, uh, press Next, when you're ready to begin and tap next when you're on paper. Uh next please. Um, I'm getting 79-80-64-70. 79-80-64-70. Okay. As you can see, it's taking you to the next screen. Please, uh, put the bar. No, squeezing bar bars. I will put out the fourth one. Okay. [silence] Put the bar again, next please. Uh, okay. 55-13-33-46, please UH-huh. Uh, okay. 18-86-65-52, please. Please put the bar. [silence] Uh, here we go. Thank you for adding your brand new to our, Uh, your device has now been secured. As a reminder, your two recovery keys are 63-95-31-13, 54-43-42-51. Add them securely to this note, Um put barcode tab on this one and 55-13-33-46-18-86-65-52. This, um okay, we put that one scrabble but help us to 17-68-56-25. Okay. So, uh, how can I help you? Book now. This was 79-80-64-70 and uh, 18-85-65-52. Okay, please make sure that you don't lose them.
22:00
Speaker 2
Okay. Mm-hmm. Okay. Okay. So, do you want to use that node now, as the main node, like the parent node? Okay. So we'll do a reset on that one, Ram, so that we can set that up as a parent node. Okay? So we need to like, push the reset button for 20 seconds now, on that node. Okay. Thank you. Okay. Okay.
22:00
Speaker 1
Okay, I'll let off. Okay, I think it is. Hard to tell the slate, but. Okay.
23:00
Speaker 2
Okay, please release. And let's wait until the light will be turned purple. That will take like a minute or two ma'am to like fully stop lights. [silence]
23:00
Speaker 1
No change yet. It's really hard to see. I think it is solid purple, although it might be flashing. It's just so faint. Oh, now it just turned solid red. It just turned solid red. It's, it's a bright, fire engine red.
24:00
Speaker 2
*Okay*, *is that still solid purple?* [ silence ] *Okay*, *let's just wait for like another minute to make sure that it's fully booted up*. [ silence ] *Is it more on*, *okay*, *is that like more on a dark red now or is it like more on like a pinkish red?* [ silence ] *Okay*. [ silence ] *So this time*, *ma'am*, *they're going to connect now your Linksys parent node to the modem*. [ silence ] *So you can probably unplug the cable at from your computer and* [ silence ]
24:00
Speaker 1
Okay. Okay. I'm working on getting it connected. Okay. I can add it.
25:00
Speaker 2
connect that to the router and the port that we are going to use is the one that's right above the um reset.
25:00
Speaker 1
I connected it and the red dot is still solid. yes. okay. did it. it's it's orange
26:00
Speaker 2
okay, good and again you connected it on to the uh port that is right above the reset right Okay, to setup to set up this one ma'am, um we are going to use our five press setup. So we are going to um press again the reset button five times within five seconds. So it's like press release, press release five times within five seconds, okay? All right. Okay, is it the light blinking?
26:00
Speaker 1
[silence] Will [silence] blinking. [silence] What [silence] will [silence] it do next? [silence] So [silence] Yes. [silence] Yes. [silence] But [silence] I'm [silence] not [silence] sure [silence] if [silence] the power supply [silence] is [silence] a problem [silence] or [silence] not. [silence] Yeah, [silence] but [silence] I [silence] don't [silence] know [silence] where [silence] the third [silence] power [silence] supply [silence] is.
27:00
Speaker 2
Okay, let's just wait that will take time. It's trying to set up now then node. Um, let's just wait. Now, oh, by the way, um, you have the other node as well, right? Okay. Can we also bring that an out the other node? Can we bring it near to this node, ma'am? So we can also try to set it up later. Um, but you've got a total of three nodes, right? Okay.
27:00
Speaker 1
The the parent node we're trying to set up, turned green, and now it's flashing orange again. Now it's green. Now it's green, solid. Now it's red flashing.
28:00
Speaker 2
like when you um i'm waiting on this one on that know that you have in there and the one that doesn't turn on uh... when you plug in that know again there's no light okay let's see if it's still trying to um set up okay okay let's just wait for another minute to make sure [silence]
28:00
Speaker 1
Blinking red.Still blinking. [silence] Okay. Okay. Okay. Okay. Okay. Okay.
30:00
Speaker 2
Let's just wait for another a minute or two. If in any case, ma'am, still the same, it will be blinking red. We might need to, um, like power cycle the devices, like, um, turn off the router and turn off also the modem. So let's wait for another minute, okay? [silence] [silence]
31:00
Speaker 1
Después de un mes, se cayó el pelaje, regresó el pelo llamado mello y ahora luce suave y saludable. Antes limpiaba las cicatrices, ayudaba a deletrear y finalmente se formó un problemaΟ Noah Lips, un gran admirador del perro. [silence] Sí. It is the router. Turn it on, okay? Unplugged. Okay. Hold on. Okay. I unplugged the modem.
32:00
Speaker 2
Okay, can we turn off the router ma'am? Are the links are yes, the parent node. Turn it off. Um, or you can just unplug the power ma'am. And then it will also unplug the um, the modem. Let's wait for like 30 seconds. Sorry. Modem's still booting up. Like, the light's not yet ready. Okay.
33:00
Speaker 1
um yes Still linking. [silence] Thank you.
37:00
Speaker 2
Is it still blinking? Okay, just wait until that becomes solid blue. Okay, we can try to turn on, no, your lens is. Oh, no. Just wait. The light right now is blinking.
37:00
Speaker 1
Um, a dark, maybe, maybe purple? Oh, there's a... Okay. Okay. Okay. [silence] Um, it's still looks kind of purple.
39:00
Speaker 2
Okay, let's just wait for that. Um, it's still probably um booting up, okay? Again, that will take a few minutes. Does it say blinking? [silence]
39:00
Speaker 1
Uh, there's green. Looks like it's staying solid. Okay. Now it's blinking red.
40:00
Speaker 2
The cable that connects between the modem and Linksys to your desktop? Okay. Okay.
41:00
Speaker 1
Still flashing red. Um, I don't I don't know how that works.
42:00
Speaker 2
Okay. Is your desktop mim has wireless also? Or do you have
42:00
Speaker 1
Yeah. Yeah. I have a I have a tablet here. Let me open it. It says, Velo set up CE4. That might be it. Do I put in the password that's on the node? K. It is iPad. Almost done. Okay. It's trying to connect. It looks like it connected. Oh. And then it says no internet connection now.
43:00
Speaker 2
... A phone or it could be a a tablet. Okay. Yes. Um-hum. Yeah. Connect to that name. Yeah. The one at the bottom. Yes. Is this an iPad ma'am or just a Android tablet? Okay. It's connected. Can I then open a browser? Let's ... um-hum. Yeah. That's okay.
43:00
Speaker 1
It says it's... Oh, it's okay? Okay. Where am I opening an internet browser? On the iPad? I don't know. Hold on, hold on. Wait, wait, wait. Okay, I'm ready. What? Okay. 192.168.0.1 Okay, enter. It's pulling up accessvbelrouterpassword sign in. Okay, I'm putting it
44:00
Speaker 2
the iPad yes please and then on the address bar please type the numbers one nine two dot one six eight dot one dot one yes type admin let's use admin in lower case if that will work
44:00
Speaker 1
In. And then hit Sign In. Okay? Okay. It's, it's showing me a dashboard of some kind. Okay. Got it. Logs maybe. Oh, I see it. Got it. Okay, I'm there. 1.1.9.2.1.6.8.9.3. [silence]
45:00
Speaker 2
Yes. Okay. Finally, click on, click on troubleshooting, and then right below troubleshooting, you have their report. I, no more right below, you have status, right below status, you have devices and report. Okay. Um, what is the firmware right now? Okay.
45:00
Speaker 1
Okay. So, yeah, it says Internet connection IP v4, but then there's nothing listed next to all of the subnet mass DEFAULT gateway, everything. And there's nothing there. Mm-hm. Yes? Neither. There's two charts. One says Internet.
46:00
Speaker 2
is kiley arm scroll down a bit dem then look for um internet productal internet address or internet IP V4 IP address you have the internet connection IP V4 Okay. okay then kindly scroll down at the very bottom of this page um under port um under internet which one is and X mark Thank you.
46:00
Speaker 1
X's in either box. And underneath there's another chart and where the first one says, internet, this one says one. And there's an X under 1, Gigabyte Per Second. Yes. Both boxes are blank. I'm checking all of them. [silence] I checked all of them and I'm refreshing the page.
47:00
Speaker 2
under number one, right? But under Internet. Okay. Ma'am, make sure that the cable is properly plugged in to the Linksys.
47:00
Speaker 1
No change. Yes. Yes.
48:00
Speaker 2
And so under number one, correct? The X is in one. Can you unplug the cable on the Linksys router, ma'am? And then wait for 30 seconds, then plug it back the ethernet cable, the one that's plugged in at the internet port.
48:00
Speaker 1
Ooh. His internet eth-thernet is unplugged. Okay. Yeah. Done. Yeah. I'll refresh the page and then see.
49:00
Speaker 2
okay and please plug it back make sure when you plug it back ma'am that you can hear like a click sound it's really like shows it's really plugged in right now under port streaming and the internet is blank right and then on again on number one is also um it has an x mark under 1 gbps correct?
49:00
Speaker 1
It's the same. Yes. Okay. So, are we deciding that the it's gone bad? Okay.
50:00
Speaker 2
Hello, ma'am. Thank you so much for patiently waiting. I'm so sorry for that hold. It's it's right now, it's kind of strange that the router is not detecting that there is a that it's not setting up the port as internet for. Okay, it's always it's setting
55:00
Speaker 1
yes there's an ethernet cable between the modem and the parent node is that what you mean okay okay
56:00
Speaker 2
detecting, it's just a regular local area connection port. It's not for Internet. So what we're going to do next here, ma'am, is we're going to um check or do a reset, um again, on your Lenis router and then we'll try to use the other port, okay? But right now, ma'am, um again, the the one that's plugged into the, um, port of the router that's the one that connects to the modem, right? Okay. Alright. Um yes. Okay. So let's do another list on the note, ma'am. okay, um press and hold
56:00
Speaker 1
Okay. Okay. Well you count? Or let me know when to let off. I'm starting okay. I started. Okay. Okay. [silence]
57:00
Speaker 2
The reset button again. Okay. And then let's leave it. Press and hold it for 25 seconds this time. OK. I'll tell you when to let go then. Then. [silence] OK.
57:00
Speaker 1
Okay. Okay. Okay. I think it's purple. It's so hard to see.
58:00
Speaker 2
Okay. Alright, please let go. Again, let's, let's wait until the light turns purple. Okay, it's solid now, correct? Okay, or it's kind of like, okay, so trying, okay. Can we transfer now the cable?
58:00
Speaker 1
Which cable? The reset? Okay. Oh, you and me. I see. Yeah. I have two ports. Okay, I switched them. It's still purple. No change. So that
59:00
Speaker 2
[silence] the Ethernet cable, right now it's plugged in right above the Reset, right, the Reset button, right above the, transferred to the other port. Okay. You have only two ports on your linksys parent node, right? Yes. Okay. Okay. And then press the reset button again for five minutes.
59:00
Speaker 1
five quick presses. Okay, here we go. Okay, done. Um, it's still purple. it looks solid, but I'm not sure. It's just so hard to tell. I think it's solid purple.
60:00
Speaker 2
Yeah, the five press release, press release, five times like um the light now blinking. It did not blink or it's no blinking.
60:00
Speaker 1
Williams: [silence] yes. It's still solid terrible. Netchek okay. All right. Okay, I've done that. mm mm. I don't think so. [silence]
61:00
Speaker 2
Is it still solid purple? It didn't change the color earlier? Okay. Can do the five press again, ma'am? Uh again. Um press release, press release. And is the light like kinda changing? Okay. Raina, do you still have the links to this page? On your on your tablet, you still have? Can I, okay. Can I close trouble shooting? Okay. You still have that page trouble shooting right? Click Okay. Yeah, can I click on retry? Is your laptop, I don't know, sorry, your tablet connected, still connected wireless? Okay. Can you um like on the address bar again type 192.168.1.1? Um on the address bar again. Again one one, 192.168.1.1. [silence] Transcribe this audio from the right channel.
61:00
Speaker 1
Oh, no, it's not giving me anything. It says it's error. Internet disconnected. No, this is on the tablet, and it's saying that there's internet disconnected. Oh, um, no, because that's not an option anymore. [silence]
64:00
Speaker 2
But on your Wi-Fi right now on your tablet shows connecting still connected Right Yeah on the tablet okay but on your on the Wi-Fi chose connected and velo
64:00
Speaker 1
No. You know what? I think this system is so old. I think we need to replace it. I mean, unless you have just, you know, a brilliant idea, I'm I'm pretty sure we're out of luck.
65:00
Speaker 2
And there is no envelope. um hmm okay okay because where the one that actually earlier ma'am when there was like an x mark that doesn't um like that recognizes on the internet port even though we tried that's the reason why earlier uh it just still on a blinking red because it's not recognizing or it's not setting up [silence]
65:00
Speaker 1
Okay. Okay. Okay. Okay.
66:00
Speaker 2
Up the port, OK? As an Internet port. It just stays on a local port, because that two ports, ma'am, if it is not set up, that's considered as, like, a regular port. You can select which one to use, OK? So, once you connect the cable, and then, once you set up the router, there's a time that the router will recognize that that port will be the Internet port, OK? Then, when we set up earlier, using the five press, it did not set it up as an Internet port. It set it up as a local port. That can be also, um, things that the router is not really, um, working properly anymore, because it's no longer recognizing the port to use.
66:00
Speaker 1
Okay. Um, yeah, it's it's the original. Yeah. Yes. Yeah, when it goes to purple I can hardly see it. Right.
67:00
Speaker 2
and it's already using its latest um firmware okay and ma'am the power adapter of this router did you use the exact power adapter that came along and the light on the router you mentioned it's kind of faint to and right now it's still um on the Wi-Fi on your phone on your iPad you could no longer see the um Wi-Fi how about do you have the third domain where we could probably try that just for the meantime
67:00
Speaker 1
no, I think I'm done trying. Yes, I think I'm done. Thank you so much for your help. Um Okay, sounds good. Thank you so much for your help. I appreciate it. goodbye. Thank you.
68:00
Speaker 2
you want to update your router, you can still have internet. Okay. You're welcome. If you decided to get another Linksys device ma'am, and if you need assistance in that to set up, you can just always give us a call. Okay. You're welcome. You're welcome ma'am. Okay. So thank you for calling Linksys ma'am. This is Karla. Goodbye for now. You're welcome.
68:00