V2 Rubric Detail — 8b561288-7c69-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-10 14:13
Duration
54m 42s
Contact
David Thomas
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136681
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). 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
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.1% (+33.1)

V2 Grader Summary

Despite the agent's ownership and structured troubleshooting, the customer's internet connection was not restored by call end, as evidenced by the customer's statement 'it's not finding... I don't think so'. Technical inaccuracies in IP address, LED status, and 5-press pairing undermined the guidance, preventing a successful resolution.

V1 Case Analysis

Customer reported no internet on new MR7350 router; red WAN LED. Agent performed factory reset, power-cycle, and WAN cable verification. Provided incorrect IP (192.192.168.1.1), misdescribed 5-press reset method, and incorrectly identified solid purple LED. Internet connectivity not confirmed. Advised customer to verify with ISP.

Troubleshooting Steps
  • Instructed to press and hold the reset button until the LED turned solid blue (correct per KB).
  • Guided through power-cycling the modem and router (unplug for 30 seconds, then reconnect).
  • Verified Ethernet cable is connected to the router’s WAN (yellow) port.
  • Attempted to access the router UI via 192.168.1.1 and retrieved firmware version (1.1.7.209.317).
  • Checked network status and IPv4 connection details in the router UI.
Key Observations
  • Agent provided invalid IP address 192.192.168.1.1 at [12:00], which will prevent router access.
  • Agent incorrectly described 'press reset five times' method at [07:00], which is not valid for MR7350 and contradicts KB.
  • Agent stated solid purple LED indicates readiness at [06:00], but MR7350 uses solid blue per KB.
  • Agent failed to obtain serial number despite asking.
  • Call contained long silences, repeated instructions, and poor call control.
Positive Highlights
  • Collected customer contact information and created a HappyFox ticket (#136681).
  • Correctly guided factory reset by holding reset button until solid blue (per KB for MR7350).
  • Correctly identified need to verify WAN cable connection to yellow port.
  • Correctly guided power cycling of modem and router in proper sequence.
Agent Errors / Gaps
  • Provided invalid router IP address (192.192.168.1.1) at [12:00].
  • Misdescribed reset method as 'press reset five times' at [07:00], which is not applicable to MR7350 per KB.
  • Incorrectly identified solid purple LED as correct state at [06:00]; MR7350 uses solid blue.
  • Failed to obtain or verify the router’s serial number.
  • Did not confirm actual internet connectivity (e.g., browsing test) before closing the call.
  • Gave contradictory instructions about accessing web interface while customer was already connected.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call saying 'it's not finding... I don't think so' and still has no internet connection.
R2 Met Diagnostic thoroughness conf 85%
Agent conducted sequential troubleshooting: verified physical connection, performed factory reset, power-cycled modem/router, accessed web UI, checked report page, and confirmed network status — logically advancing despite UI confusion.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting (reset, cable check, power cycle, UI navigation) appropriate for an out-of-warranty setup issue rather than dismissing based on warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red blinking light and no internet, directed reset and physical checks, but failed to clearly diagnose WAN vs. ISP issue; root cause (external cable damage) was suspected but not confirmed via direct modem test.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used customer-accessed web interface (Report page) to verify connection type and status; no remote tools were available or required for this L1 support scenario.
T3 Not Met No misinformation conf 100%
Agent provided multiple material inaccuracies: 1) Incorrect IP '192.192.168.1.1' (KB: 192.168.1.1), 2) Claimed 'solid purple' means ready for setup (KB: solid blue indicates ready for setup), 3) Instructed 'press release the reset button five times' for an MR7350 (KB: 5-press is for pairing child nodes, not for initial setup/reset of a parent router).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call control and provided structured steps, but long silences, repetition, and unclear transitions (e.g., sudden shift to 'press release') disrupted flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used some technical terms ('IPv4', 'DHCP') without simplification, but adapted by repeating instructions and guiding through UI; customer confusion persisted but was partially addressed.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case throughout, did not transfer, and remained on the line during power cycle and setup attempts.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: power cycle devices, check Ethernet port, reconnect to new Wi-Fi; confirmed setup completion and offered ongoing support if needed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and agent made reasonable progress.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not assessable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and patient, but did not explicitly acknowledge customer frustration or repeated effort; empathy was present but not personalized.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pacing by repeating instructions and guiding step-by-step, though tone remained scripted; engagement was maintained despite confusion.
X3 Partially Met Overall experience conf 85%
Customer repeated Wi-Fi connection attempts and UI navigation due to agent’s unclear directions, but agent avoided unnecessary holds or transfers.
Call Transcript98 turns · 100 lines
Speaker 1
I, yes, Joe. Yes, I'm calling to activate my Linksys router. It's newly, I got it from someone. So I guess you could say newly purchased. It's not a new. Yes. Yes, first time. Yes. I
00:00
Speaker 2
Welcome to links is support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Regina. Can I help you today? [silence] Is that nearly purchased? Nearly bought? [silence] So, this is your first time. [silence] So, is this your first time calling us for support and setting up this router?
00:00
Speaker 1
Yes. David Thomas, E-H-O-M-A-S-, 7169827307. D as in David D, M as in mark, T as in Thomas 593@aol.com. M-T as in Thomas-
01:00
Speaker 2
And are you calling from United States, sir? May I know your first name and last name? And your callback number, David? How about your email? Okay, so it's DMC 593 at AOL.com. Okay, thank you for that. and your callback number.
01:00
Speaker 1
Seven one six. I gave that to you, didn't I? Just one. One. Sure. It is 3, 3, C as in cat. one zero N M as in monkey, 2 5 V as in banana. 0 1 8 6 5. Okay. It is Spectrum.
02:00
Speaker 2
Sorry. I just provided this earlier. Oh, yeah. I see. Sorry for that. And how many linkages router do you have, sir? One. Can you please provide the serial number? Okay. So the model number of your linksis router is: MR. 72, 350. And who is your internet who is your internet service provider? [silence] Okay. And what is your loan name?
02:00
Speaker 1
[silence] [silence] where is the line? [silence] it is right now it's red blinking. [silence] [silence] [silence] okay. [silence] okay, it's resetting now. [silence] abe.
03:00
Speaker 2
[silence] What is the light of the router, sir? [silence] And is it plug-in? [silence] the modem. [silence] Make sure the Ethernet cable is plug-in [silence] from the modem to [silence] the internet port of the router. [silence] Okay. [silence] Kindly press and hold [silence] the reset button [silence] of this router sir. [silence] Make sure the light blink red, [silence] ghost off and turn to solid blue. [silence] So when it turned to solid blue, [silence] that's the time [silence] that you're going to release the reset button. [silence]
03:00
Speaker 1
well Are you there? It says that it is the red the light indicator the router is still red blinking. This is on the router or on the motor room? Okay. uh Looking for the button. Oh I see on the back Oh okay
05:00
Speaker 2
and what is the light indicator yes i'm still here and what is the light indicator of your router now make sure to press and hold it sir make sure the light blink red goes off turn to solid blue when it turn to solid blue release the reset button do not release it if it's still blinking red router link says router there's a reset button it is labeled as reset it's commonly a red button [silence]
05:00
Speaker 1
Caroline ship. Okay Childah book. Okay. All right. All right.
06:00
Speaker 2
okay, let's go, wait for the light to stop blinking blue and turn to solid purple. purple means it's ready for setup.
06:00
Speaker 1
Gemini 1.0: Now purple. Hmm. Hello? Hello? Are you... Yes.
07:00
Speaker 2
What is the light indicator now? Is it solid purple? Okay. Kindly press release the reset button five times within five
07:00
Speaker 1
is now solid white. or no, it's flashing white. Yes, it's blinking white.
08:00
Speaker 2
so press release press, release press, release press, release press, release, press, release, so what is the light indicator now? Is it start blinking? Okay, it's heading up, so let's wait three up to five minutes and keep on observing it.
08:00
Speaker 1
It is now turned to solid blue. Okay. Now, no it is red blinking.
09:00
Speaker 2
Okay, keep observing it for one minute. Okay, now since it's solid blue, kindly connect your device to the WiFi name and password. Okay, keep on observing it. It's blinking red. Can you see it? tewe. Okay, keep it there.
09:00
Speaker 1
It is plugged in. yup. I don't know if I'm going to be able to because I don't have any internet. That's the problem.
10:00
Speaker 2
Check your physical connection. To the internet port of the router. still blinking red. Can you please connect your computer? Connect your computer to the Wi-Fi name and password of the router. You can still connect with it. We can still access the web interface without internet connection. Make sure you're connected even if you don't have internet.
10:00
Speaker 1
I'm not connected to the internet. So. I. am. not. So, I. have. to. put. it. up. Talk. to. what? Link. set. up. af. one. Okay.
11:00
Speaker 2
Your Wi-Fi name start with Linksys setup. But are you connected to the Wi-Fi name and password of your Linksys router? Yeah, connect to it, sir. Yes, select that and then enter the password on the bottom of the router. It looks like it's connected.
11:00
Speaker 1
it's like you're not connected to the internet. Yeah. Yeah. Okay. 192.168.1.1.
12:00
Speaker 2
So it shows secured, no internet connection. Okay, since you are connected, even without internet connection, open a browser, such Google, and then on the address bar, type 192.192.168.1.1. Yes, and then and
12:00
Speaker 1
Looks like you're not connected to the Internet. Say again? It just says, um, it looks like you're not connected to the Internet. Let's get back online. That's all it says, huh? Well, yes, to the, to, uh, Linksys set of AF1. Yes. It didn't give me a place to put in the Wi-Fi password.
13:00
Speaker 2
And is it, are you routed to a page that says your connection is not private? [silence] What are the information shows on that page? [silence] Are you connected with the WiFi name of the parent's router? [silence] And you enter the WiFi password? [silence] Okay, that's it. You're not connected to the router that's why you cannot access the web interface. Make sure to enter your WiFi password so that you can join. [silence]
13:00
Speaker 1
The Linksys, that one, or my other one? Okay, I'm trying looks like you're not connected. It doesn't. It doesn't give me a place to put password.
14:00
Speaker 2
and connect to your Linksys router. Go back to the Wi-Fi settings. Forget the network and select your Wi-Fi name again and enter the Wi-Fi password. Yes. Linksys. Forget the network, like the three lines or look for an option to forget the network. disable the option to connect automatically because this should be an option for you to enter your Wi-Fi password every time you're going to connect with your network.
14:00
Speaker 1
me to enter passwords. No, No, No, No, No, No, No, No, No, No, No, No, [silence] Now I'll try it again. [silence] Note the pause for the following YouTube recommended clip. and a video Fortnite Battle Royale #17 [silence]
16:00
Speaker 2
a bar icon.
16:00
Speaker 1
I do not see anywhere on the page.
17:00
Speaker 2
Is this a Mac, Windows, computer?
17:00
Speaker 1
Okay, I'm looking. So under settings you want me What do you want me to do? Put in link.
18:00
Speaker 2
Do not go to the Microsoft Edge, sir. Go to your Wi-Fi settings on your computer. Settings, Network & Internet. Check your available networks and then select your link to set up go to your Network & Internet.
18:00
Speaker 1
Okay. Um, it has... So what do you want me to do there? Yeah, it is... Okay, I got that. Thanks. Okay. I think I'm where you want me to be. [silence]
19:00
Speaker 2
Make sure your Wi-Fi is on. Go to show available networks. Then look for your Linksys setup, the Wi-Fi name of the parent node. Select that one and enter your Wi-Fi password. Okay, and then enter your password on the bottom of the router.
19:00
Speaker 1
Yes, I did. And it's verifying and connecting. Yes, still verifying and connecting. [silence] the internet secure. I C
20:00
Speaker 2
Okay, go to Google. [silence] Okay, open Google. [silence] Okay, try to open.
20:00
Speaker 1
Okay. Now, what do you want me to do? Okay, download the links. Okay? download the links, snaps her set up
21:00
Speaker 2
open Google. then on the address bar pipe 192 168 1 1 and then enter. It okay click the the picture of of the two phone. so you can see a two phone. right? okay click that, and you will route to a page that shows access router.
21:00
Speaker 1
yeah hang on what's this when I query click on I'm sorry the sign is default yeah that's what I'm looking for well I think it's I I think it's loading right now
22:00
Speaker 2
Oh, it shows, keep your Wi-Fi handy, there's a QR code. It asks you to download the Linksys app and then there's a picture of two, iPhone. Okay. Click the first phone.
22:00
Speaker 1
and then it has a time in it says, it's a, but it tells me my internet connection is done. yeah, I think, I think the problem. user name? it's asking me to save password. Okay, Nevermind, Nevermind, Okay, Nevermind that.
23:00
Speaker 2
It doesn't have internet connection, sir. And we need to also check your physical connection, since the routers keep on blinking red. Just sign in using admin. Just sign in using the admin password. All lowercase admin. Okay, proceed to create your own router password.
23:00
Speaker 1
Okay, I'm on the Networks smart Wi-Fi. there's a problem. Now internet connection. So there's, there's a disconnect between the internet and the router, which I thought was going to be the problem because I think my cable outside my home has been damaged. Yep. Okay, I see that. Right. Yup.
24:00
Speaker 2
Okay, and can let's check your network status? Yeah, it's okay. Kindly go to troubleshooting. Okay, on the left side, you can see there router settings, connectivity, then troubleshooting. Okay, under troubleshooting is status, diagnostics, and logs. So you're currently on status. Okay, and then below, there's two options, devices, then report. Okay, click report.
24:00
Speaker 1
Okay. The firmware version? 1.1. The fighter seven. 209317. Correct. [silence]
25:00
Speaker 2
And then on the very top, you can see a browser information, then the firmware version. Can please provide a firmware version of your Linksys router? Yes. Okay, it's 1.1.7.209.317. Okay, kindly scroll down slowly. David, look for your internet connection IPv4.
25:00
Speaker 1
okay, my connection with the address is there? yeah. um, I'm not sure what you're, I don't see. yep. Okay, I see the IPTV localized network IPv4 address. Is that the portion I'm looking at? [silence]
26:00
Speaker 2
And can we provide your connection type? Connection type. Okay, below your Internet connection IPv4, is your connection type. Is it automatic configuration DHCP. scroll down slowly. Look for your Internet connection IPv4. It's [silence].
26:00
Speaker 1
I see IPv4 the connection size. I don't see anything about automatic configuration. Maybe I'm on...
27:00
Speaker 2
internet connection IPv4, below that one is your connection type: internet address, subnet mask, default gateway. What is your connection type? Yes, is it automatic configuration DHCP? Okay, are you on the report option?
27:00
Speaker 1
Yeah, but it's, yeah, I'm on the report section. Okay, I see local network. I see... So under local network, you know, it gives me the Mac address. It gives me the IPV, it's in Victory 4 address, IPV4 subnet mask. Is that what you're looking for? And then link local address. I don't see a type. That's what I'm looking, that's what I don't understand. Yeah, I did. [silence]
28:00
Speaker 2
Okay. And you were able to provide the firmware version of your Links Router. Kindly scroll down, sir. You will see Links smart Wi-Fi services. Status. Internet connection. IPV4. Violent. And number four. What connection type? Reduce. Scroll down sir. Scroll down slowly.
28:00
Speaker 1
Okay, I have IPV4. I have the, so under IPV4, the, the lines are either subnet mask, address. I don't have a connection five. I have a connection.
29:00
Speaker 2
And below your internet connection IPV 4 is your internet connection IPV 6. I guess you are on the below your IPV 6. Can we scroll up slowly? Don't go to the local network. Scroll up slowly, go back and then look for the internet connection IPV 4. And then look for your connection type.
29:00
Speaker 1
don't have a connection 5, I have a connection 6. Oh, 5. Well, I see it 5 D Wi, this network. I don't see the one way you're on me. Yeah, just fine. I don't have an IPV 5. I okay. Okay, I am I'm on that I see you have that address.
30:00
Speaker 2
I'm not looking for the IPv5 IPv4. Scroll up there slowly. I can you can see your internet connection IPv4. OK, now below is your connection type, right?
30:00
Speaker 1
on the on the side uh yes i see the address but it doesn't do i do you want me to click on that okay i don't there's there's there there is no automatic there's no automatic configuration
31:00
Speaker 2
No. Internet connection, you're able to see your internet connection IPV4, and then connection? No, no need. It is part of the options regret with that page. It involves with that page. Internet connection, IPV4, connection type, internet address, sub-net mass defect gateway. Look for automatic configuration DHCP as your connection type crawl up on the on the very top let's go back from the beginning david go back from the beginning [silence]
31:00
Speaker 1
I am sorry, I am a robot. But I can help you find links to Smart Wi-Fi servers. What specific information do you need? For example, router information, firmware version, or serial number?
32:00
Speaker 2
Can they read the options? Start with the router information. What is theedit And then the first option under report is router information.
32:00
Speaker 1
Internet MAC address, server name, host name, domain name. That's everything that's in that section. next to it. There's linksys system 01865. And the next. There is no next. There is no next. And the next option is Linksys Smart Wi-Fi services. What should I do? Okay, after that is Internet connection IPv4. Oh. Automatic configuration. [ silence ]
33:00
Speaker 2
[silence] next so yeah what is the next option? Okay, go ahead. What is the next option with your links to Linksys Smart Wi-Fi services? You're almost there. That's it. And what is the connection type? [silence]
33:00
Speaker 1
No. It's blank. Okay, I see ports. Number four is, is marked off right now. There, there's no X. That's why it is. It is. It is. It is.
34:00
Speaker 2
And your internet address. Do you see any information in line with your internet address? Can we gently scroll down to the very bottom . Look for ports. Where is the X mark? Can we make sure that your Ethernet cable, sir, is not plugged into the port four? I guess it's connected to one of your Ethernet ports. Make sure it is connected to the internet, the yellow internet or the WAN port of the router. Because your router keep on blinking red, which means there's a problem with the physical connection. So we need to make sure that the ethernet
34:00
Speaker 1
Okay, I have that. Now it is red, solid. I think I had it plugged in the wrong port. I think it's now red, solid. [silence]
35:00
Speaker 2
cable is plugged in from the modem to the WAN or yellow internet port of the router.
35:00
Speaker 1
It is red right now. So you want me to, okay, so unplug both of them. Okay. How long should I wait? Thank you for your help. [silence]
36:00
Speaker 2
And what is the light indicator of the router? Solid red. So let's proceed to power cycle the modem from your spectrum. Sure. And the router from Linksys. So kindly unplug unplug the power power adapter of your Linksys router including your modem. Yes. Let's just say 30 seconds. You're welcome. Okay. Now press.
36:00
Speaker 1
Uh... It looks like... Ok. Ok. Thank you.
37:00
Speaker 2
I decided to plug the power back of the Router from Linksys. Then the modem and they are both booting up correct okay while waiting for both devices sure to fully boot up and to reconnect let me hold this call three to five minutes to allow resources in my end so just please stay on the other line, I will be right back. Thank you
37:00
Speaker 1
Okay. I am. It is wrapped solid. Yep. Yes. Yeah. Okay. You see if I can do that? Actually, it does not have net for. I.
41:00
Speaker 2
OK, so thank you for patiently waiting, David. Are you still there? What is the life indicator of the router now? Solid red? Do you have a computer or a laptop which we can use to wired directly to the modem? OK, so this would be your third up data. You need to unplug the router and then connect the ethernet cable from the modem directly to your computer. Check if your computer has an ethernet port. Or do you have other devices in your end that has an ethernet port? Or any device that can wire directly to the modem. Because we need also to test if the modem is providing any Internet connection. Yeah, because I would like to set an expectation. Yes, but then our Linksys router is dependent to the modem who provides Internet connection. We tried to access the web interface. [silence]
41:00
Speaker 1
Yeah. So can I ask you a question? Okay. If my cable from the box into the house if that was if that has been damaged, that would show no internet connection. Correct. Um,
43:00
Speaker 2
So it shows no internet connection. We checked also the firmware version, it's up to date and there's no internet, yeah, there's no internet address indicating, yes, go ahead. There should be no X mark if your ethernet cable, sir, is defective, but we see an X mark earlier. So which means your ethernet cable is working, including your port of the router, right? But then your router doesn't receive any internet connection coming from the modem. So we need to verify if the modem really has internet connection by wiring a device directly to it.
43:00
Speaker 1
to get a device, I guess and call you back maybe, then, because I don't have a... Okay, I'm on the Wixus Wi-Fi tool, I'm on there. Okay. Okay, I've done that. Do you want me to go? [silence] I just press the power button on my back on. [silence] Yep. Can you hear me seeing me now or? [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay. It's probably a browser thing then. [silence] Yeah, sometimes with some of them. [silence] Yeah, so if you go into Safari or Google ow Chrome and run this website from there, that might.
44:00
Speaker 2
maybe you can't we can try to reset the router for the last time and then let's proceed to set up this one again but let's try to access the web interface kindly press and hold the reset button of the router again sir or let's access the web interface sorry go to the web interface go back to the links to Linksys Smart Wi-Fi tools okay go to troubleshooting or refresh the web page first refresh the web page then go to troubleshooting
44:00
Speaker 1
Ok, I'm there. Do you want me to go to record? I've got internet one GPS and now actually now the light is blue and it's solid blue.
45:00
Speaker 2
going go back to troubleshooting. Yes, report and then scroll down on the very bottom. Look for port. Okay. So it means the ethernet cable, not defective. Okay, check if you have internet connection now since the light indicator turned solid blue. Solid blue, it means it's already set up and have internet connection. Can Let's check if you can router.
45:00
Speaker 1
Okay, what do I need to do? So the only internet would appear. Oh, I think. Yeah. Oh, can you check Netflix? [silence] Oh, yeah.
46:00
Speaker 2
So, do you have an internet connection? You can also check your Web interface or check your network status. Is it shows connected? The link Linksys Smart Wi-Fi tools refresh to web page and then check your network status. If there is a green check mark on the device and then on the Internet.
46:00
Speaker 1
I'm sorry. Can you just do that again under Linux system where do you want me to be? Yeah. It does show Connected. Okay. Yes.
47:00
Speaker 2
And it shows connected on top. Click OK. Go back to the main page, and then check your network status. Does it show as connected? So, which means you have internet connection now. Would you like to change your Wi-Fi name and password? Okay. Go to Wi-Fi settings. And then change your Wi-Fi name and Wi-Fi password and do a screenshot for reference.
47:00
Speaker 1
Okay, so I, I see, Wi-Fi settings, but I don't see, how do I change the name of it? Because right now it's, oh, okay, I see that, huh? Okay, so I can change the name there. Then you said take a screenshot.
48:00
Speaker 2
Sure, browse to what we in the router say settings, connectivity than troubleshooting, Wi-Fi settings. Yeah, with go screenshot for reference. Yes. And then...
48:00
Speaker 1
All right, let's finish out again. Okay. Okay. It took a photo, okay? And then just hit, okay? Okay. Okay, you want to continue? Yes. [silence]
49:00
Speaker 2
Click save and apply the changes or take photo of the information on your Wi-Fi settings. Apply.
49:00
Speaker 1
It says. m because I can't tell. You gave me a message router not found. When you say reconnect, what do you, what do you mean? Unplug and replug?
50:00
Speaker 2
That's configuring. Okay, so you will totally disconnect with your network. So once it's configured, you need to reconnect your devices to your new Wi-Fi name and Wi-Fi password. Okay. Reconnect your devices now to your new Wi-Fi name and password. And once the router is still steady blue, and you're able to access the internet, it's good now. So we're good to go since you're already set up. Select your new Wi-Fi name. And no, it's not. Select your new Wi-Fi name and enter your new Wi-Fi password because you changed your name and password. That's why you're no longer connected to your network. [silence]
50:00
Speaker 1
But, you know, it tells me that I know Rotterdam is no longer found. I did that. Yep. Okay. Yeah. And then she, I got it. Okay.
51:00
Speaker 2
No, it's not, it's not about that. Okay, we change your Wi-Fi name and Wi-Fi password. Earlier you are connected to your Lynx has set up. We change that. That's why you are no longer connected. So you need to go to the Wi-Fi settings again or go to your settings, network and internet, check your available network, select your new Wi-Fi name and enter your new Wi-Fi password to connect.
51:00
Speaker 1
Person 1: Tristan, our President and CEO. Okay.
52:00
Speaker 2
Okay, check if you can browse, you can watch videos. In short, you will verify if you can access the internet. [silence]
52:00
Speaker 1
Okay. Uh, it's not finding. I don't think so. Thank you.
53:00
Speaker 2
Okay, since you successfully set up your router, is there anything else that they can help you with? Okay, so if you need further assistance, you're just feel free to call us back. Use this ticket number 136681.
53:00
Speaker 1
Okay. 136 681. Okay. Okay. Okay. Thank you very much. Okay, thank you for your help. Thanks. Bye bye. Thank you for your help. it's okay. For now, he knows I'll be back. [silence]
54:00
Speaker 2
Yes. So since your router is now set up, all you need to do is to proceed setting up or to connect your other devices. Okay, you're welcome and have a great day. Bye for now.
54:00