V2 Rubric Detail — 8e3c8abe-6f1b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:52
Duration
89m 56s
Contact
David Miller
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134470
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450_1st time setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall54.3% (+18.3)

V2 Grader Summary

The agent conducted thorough troubleshooting including resets, multi-device testing, and access attempts, but failed to resolve access to the router admin page. Guidance included undocumented procedures and ended with a recommendation to replace the router rather than escalate or confirm a hardware fault. Despite ownership and persistence, the outcome was incomplete and customer effort was high.

V1 Case Analysis

Customer unable to access E8450 admin page after reset. Agent performed multiple resets, browser changes, and recovery attempts but provided incorrect technical guidance. No valid resolution achieved; call ended with suggestion of hardware failure and replacement.

Troubleshooting Steps
  • Collected model (E8450) and serial number.
  • Instructed to press and hold reset button for 30 seconds multiple times.
  • Guided through connecting via Ethernet and Wi-Fi on both PC and phone.
  • Attempted access via http://192.168.1.1, http://myrouter.local, and 10.0.1.1 using Edge, Chrome (normal and incognito), and phone browser.
  • Performed recovery reset procedure (unplug/plug power 10 times).
  • Attempted access via phone and computer using incognito modes.
Key Observations
  • Agent incorrectly identified E8450 as AX3200 model [69:00], indicating critical product knowledge failure.
  • Failed to verify or instruct customer on default admin password ('admin') for E8450 router, per KB guidance for EA Series routers.
  • Did not confirm correct local access URL (http://192.168.1.1 or http://myrouter.local) before troubleshooting; used incorrect URL (10.0.1.1) without context or justification.
  • Provided no warranty verification, escalation, or callback despite customer's request for serial number validation and evidence of potential hardware fault.
  • Extensive troubleshooting loops without validating basic access prerequisites (e.g., default password, correct URL).
  • Call ended without proper closure, escalation, or follow-up scheduling; customer left with vague hardware-replacement suggestion.
Positive Highlights
  • Collected serial number and model information from customer [01:00-03:00].
  • Remained patient and polite throughout extended troubleshooting session.
  • Attempted multiple access methods (different browsers, devices, and IP addresses).
Agent Errors / Gaps
  • Incorrectly identified router model as AX3200 when customer clearly stated E8450 [69:00]; KB confirms E8450 is EA Series, not AX3200.
  • Failed to verify or instruct customer on default admin password ('admin') for E8450 router; KB states default password for unconfigured EA Series routers is 'admin'.
  • Did not confirm correct local access URL (http://192.168.1.1 or http://myrouter.local) before troubleshooting; used incorrect URL (10.0.1.1) without context or justification.
  • Provided no warranty verification, escalation, or callback despite customer's request for serial number validation and evidence of potential hardware fault.
  • Repeated unclear and inefficient troubleshooting steps (e.g., recovery reset 10 times) without validating outcomes or KB-backed procedures.
  • Suggested hardware replacement without proper diagnostic process or support path management; KB requires confirmation of hardware fault before replacement recommendation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends the call by suggesting the customer buy a newer router instead of resolving the issue with the current one, indicating no resolution was achieved.
R2 Met Diagnostic thoroughness conf 94%
Agent performed factory reset, tried multiple access methods (192.168.1.1, myrouter.local, 10.0.1.1), used wired and wireless, different devices, incognito mode, and verified physical connections — all relevant and logically sequenced steps.
R3 Partially Met Correct resolution path conf 92%
Agent attempted best-effort troubleshooting for an out-of-warranty E8450, but failed to verify warranty status properly and prematurely defaulted to replacement advice without confirming hardware defect or exhausting all paths.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (can't access admin page), asked for model, serial, ISP, LED status, connection method, and device type — all targeted diagnostic questions leading to logical troubleshooting.
T2 Met Appropriate tools / resources used conf 95%
No remote tools were available or required; agent appropriately used customer-side tools (browser, incognito mode, device switching) to diagnose a local access issue.
T3 Partially Met No misinformation conf 90%
Agent correctly guided browser access and network setup, but instructed a 30-second reset (KB says 10–20s) and introduced an undocumented 'recovery reset' via 10 power cycles, which is not in any KB.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained conversation flow but did not set expectations, explain the troubleshooting roadmap, or manage time — leading to a 89-minute unfocused call with no clear endpoint.
C2 Partially Met Confirmed understanding conf 90%
Agent used terms like 'incognito window' and 'address bar' without consistent simplification; customer repeatedly struggled with basic steps, indicating mismatch in technical adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, stayed on the line through extended troubleshooting, and took responsibility for guiding the process.
O2 Partially Met Proactive follow-through conf 88%
Agent offered vague next steps ('call back later', 'try recovery reset') without specific timelines, ownership, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Despite repeated failure to access the admin interface on a new unit after full troubleshooting, agent did not escalate to L2 or initiate RMA path, which is warranted for suspected hardware defect.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and since E1 is Not Met due to failure to escalate, E2 remains Not Applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed empathy ('you're doing good', 'thank you for your patience') but it remained generic and did not acknowledge the customer's repeated frustration or effort.
X2 Partially Met Tone & rapport conf 86%
Agent remained polite but did not adjust pace or simplify language when customer showed confusion (e.g., couldn't find Chrome, address bar), indicating limited adaptation.
X3 Not Met Overall experience conf 96%
Customer endured multiple resets, device switches, browser changes, and repeated steps — high effort with no reduction in friction or agent-side action to simplify.
Call Transcript144 turns · 155 lines
Speaker 1
[silence] Hello. Yeah. Got a linksys router. Got I took. Of the box. I trying to
00:00
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 by visiting register.linksys.com please have your device serial number ready. For assistance, press one now for out of warranty products, paid support, please have your device serial number and contact information ready. If unavailable, kindly call back later for out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. How can I help?
00:00
Speaker 1
Okay, I'm trying to get it, replacing one identical to it, and uh, I can't get it to uh, to hook up. I mean, I tried to go to the 192.168.121 username, I put admin, password, I I I get stuck there. I've tried to link this app to hook it up, and it doesn't work either, so I I just need the serial number on this one. Is 38 D as in dog 10 M as in Mary 3A as in Apple B as in boy 02990.
01:00
Speaker 2
Okay, sir. Let me - Let me double check that one, sir. Can I have the serial number? Thank you so much. Let me just pull that one up here.
01:00
Speaker 1
I do not know. I purchased it off the, off the internet probably in the past six months. It's PLDI.net. So it's Pioneer long distance. So it's a Lexus, model number E8450.
02:00
Speaker 2
And when did you purchase the router, sir? [silence] Okay. And who is your Internet service provider? [silence] Okay. What's the model number, sir, of this router? Because it's not showing on our system. [silence]
02:00
Speaker 1
this may be old stock stuff that I've purchased. I mean, you buy it off of eBay. E E E E and a ag 8450. probably David Miller i f d a v Y Y 4 U @ p L D i dot net. So this is replacing the exact same one that I had, so I'm thinking that's what what you've got is the old one I had, but this is the new [silence]
03:00
Speaker 2
Sir, uh can you repeat that again sir? Your model number is E... h450. Thank you so much. And by the way sir there is actually an account associated with your phone number. Can you confirm your first name, and last name and email sir? [silence] Thank you so much sir. [silence] Yep, that is the one that we have here sir under
03:00
Speaker 1
mm-hmm. but it's a different serial number. so, if you look, there's a parent and a play, I guess that's what I'm calling them, but, uh, they're both blue. power's blue, internet's blue. mm-huh, I have, but we can do it again, if you want to. you know, where all the's uh, it start. Okay, here we go. I never could get your links app, even.
04:00
Speaker 2
record it's the same model e8450. okay and what's the LED lights sir of the router okay have you tried sir to reset the router yeah let's try to do that one uh yeah, sor let's try to do that one um need you to press and hold the reset button for 30 seconds
04:00
Speaker 1
OK. Now it's blinking OK so it's blinking the power light is now blinking and [silence] Yeah. Yeah, I don't know if I could do it while we're on
05:00
Speaker 2
Yeah, because for this one, sir, they just updated thelynks app a month ago, so E-Series, like thee 8450 are no longer compatible, sir, with the lynx app. So, you can only access it locally. Okay. But of course, we have a solution for that. So as for this device, usually for this one, we actually really need to verify the warranty, but is it possible for you to get the proof of purchase for warranty verification? [silence]
05:00
Speaker 1
phone. I probably have to go back the credit cards and look for that. So hmm. OK. That would that would be fine. OK. So Han So the internet is is steady and the power button is still blinking. internet And now Now they're both sold. Blue.
06:00
Speaker 2
Okay. All right. so um yeah for that one, sir, um I'll provide support for now and then um for future reference, I'll send you an email later, then you can just send me a receipt so I can update the warranty, status of your unit here on the account, okay. Alright. So what do you have on the router now, sir? Okay. All right, give it some time. Okay, so um how do you connect, sir, to the links? Are you using your computer?
06:00
Speaker 1
So the Lynx is, it's the physical box. It has an Ethernet cable into my modem. Okay. Yeah, yeah. Yeah, I had an Ethernet cable directly to my computer. And since we did that, it looks like it's not recognizing the Ethernet cable, because it was, when we called you it was it was hooked up. I'd probably have to restart my computer. I don't know. There's no. So, there are four. [silence]
07:00
Speaker 2
uh yes but for you've mentioned that you'd tried to access earlier sir d.1.1 did you use your computer uh ok uh yeah try to restart your computer and which port did you connect the um the computer to the linksys router
07:00
Speaker 1
4 ports in my modem and it's in let me look here it's in port 4 on my router no not the linksy rather my modem so should I should I be running should I be running it all through the the wireless router or my ethernet okay Okay, that's what I've been doing wrong. So it doesn't make any difference which one of those is just probably one's okay on the Linksys Yep Yep my R4, so I'll put it
08:00
Speaker 2
four of the Linksys router okay. Oh okay. Would for your com... Yes, it should be on yes terr for your computer. You need to connect directly to the Linksys. either of the ports available at the back. You have four ports available. I I guess for this one.
08:00
Speaker 1
[KEEP_UNCERTAIN] In one, Let's do this then. I think I'm going have to restart my computer. It won't take long. I appreciate you being so patient with me. By the end of the day, are you, are you worn smooth? Okay, good. We've got rain. We need rain. I'm in Oklahoma. Okay. Here it's restarting. [silence]
09:00
Speaker 2
Okay. You're welcome, sir. So far, sir. How's your day so far, sir? That's good. Okay.
09:00
Speaker 1
Okay, here we go, yeah. [silence] Okay, it's uh, still. Hmm. Well, it showed the Ethernet there. And it was [silence]
10:00
Speaker 2
Okay, and then open your browser once you have your computer up and then try again for D192.
10:00
Speaker 1
We're looking at so I got, that's good, global, a globe down there with an X in it and it's not showing my Ethernet tables. Oh God. Uh, the, only other device I would have would be my phone.
11:00
Speaker 2
It's not showing sir as connected for your computer. Ok. Do you have other device, sir, that you can use? Ok, so I'm, let's just try sir for the said up and then once we,
11:00
Speaker 1
Yeah, yeah, I did it earlier. Now now the internet now the ethernet cable, it was it was blinking and then it went off. Huh, I don't know. So, let me grab my phone. And I'm going to turn the wi-fi on and hook it up that way. That's, that's kind of weird. I don't know what's going on there. Okay, it shows it's secured. Link is 02 9 9 0, which is the one that we're talking about. 5 G no internet, it's connected, no internet secured.
12:00
Speaker 2
Okay. (upbeat music) Okay. Okay.
12:00
Speaker 1
okay, it shows it's connected and secured, but yeah. Now, am I going to open the browser on my phone or try to open it on my computer? Okay. okay. let's do that. one, am I going to go to the 192.1.1? okay. [silence]
13:00
Speaker 2
All right. Try to connect Sir even if there is no internet yet. All right and... Ah okay. And then open Sir a browser. On your phone, sir, since we're using your phone now. Yes Sir, let's try one nine two dot one six eight dot one dot one first.
13:00
Speaker 1
So, do I just go to my, like my Google Chrome search bar and enter that in? Cause when I do it, it just goes to... [silence] Okay, now I'm going to be completely stupid. How do I get into that search bar on my phone? Cause I mean, I've got Google Chrome, I mean... [silence] Is that where I want it? Okay. Okay, one nine...
14:00
Speaker 2
Do not do search. Um, go to the address bar where you usually type the website, not on the search bar of the browser. What? Okay. Uh, what can you see, sir, on Chrome, now? Yes, we have to use Chrome.
14:00
Speaker 1
Uh-huh. Uh-huh. [silence] Is that the only? Uh, there is a - there is.
15:00
Speaker 2
did you put it sir on the very top where you usually type the website okay so 192.168.1.1 and then enter how many by the way sir are connected to your modem how many wired is it only the links is router now or do you have other cables connected [silence]
15:00
Speaker 1
Is a Ooma on there? I can. I can unhook yeah. This is not Ooma speech against B-O-P protocol. Uh, for my uh home phone service. Right. Here. Uh, OK. Here. It's finally going to that. So it doesn't support secure connections. I'm going to continue to the site. So it did. The ID is trying to do that. Um, so this is what I've got. What I have is a Calix GigaSpire Blast. C-A-L-I-X.
16:00
Speaker 2
Okay, I see. Can you provide me, sir, what's the model number of your modem? Do you have that one available on your modem? Okay. Okay. How do you spell the complex?
16:00
Speaker 1
uh there's a model number model numbers you six X W as in George S as in Sam four two seven W as in Wayne well it's trying to load but it's not nothing's going on because I'm on I am on just mobile data here [silence]
17:00
Speaker 2
and then Okay. Okay.
17:00
Speaker 1
Yeah, there is a built in wifi on it and it's, it's uh, uh, from my phone company, but they have it disabled. Yes, we can turn it off. But that, but that. Okay, I'm gonna unplug it so it is turned off. And then the Linksys router, I'm going to turn it off, is that what you said as well? [silence]
18:00
Speaker 2
So you have four ports with the modem. Do you have say like a um do you have a built in wifi on this one or no? Disabled. Okay. Is it possible sir to turn this one off? Can we turn this one off for a while? Oh okay. All right and then I want you to turn off the Linux is your out there as well sir. Yes sir. [silence]
18:00
Speaker 1
Okay, I just unplugged it's what I did. All right. Right. [silence]
19:00
Speaker 2
Okay. So, let me set a timer and then I will let you know when to plug it back in. Thank
19:00
Speaker 1
Mm-hmm. Did you say breech mode? I do not. I think they just turned it off because they turned it off for the op. They set it up. I mean, it's been working fine, but they turned it off because there was an additional fee for it. And that's why, that's why I had my own because I didn't want to pay the monthly fee for the for that. So they turned it off.
21:00
Speaker 2
and uh by the way sir you've mentioned that your internet service provider disable the wifi on your modem, right? Okay. Did they set it up uh like a bridge mode? Uh a bridge mode sir, yes. Or they just turned off the wifi? Okay. I see. Mhm. Mhm. Oh, okay. And do you have Oh, uh, Channel point as well. Do you also have your fiber channels for on [silence]
21:00
Speaker 1
Of a, a WAN port on the back of their modem? Yeah, I think there is. What, what, what is the, uh, the WAN port? Uh. I don't see that. It looks like a USB.
22:00
Speaker 2
Yes, please. WAN port? yes, Uh, I think it labeled as WAN sir, on, um at the back. Below, below D number four port. I think above the USB sir.
22:00
Speaker 1
I don't think... I've got four ethernet ports. I've got four ethernet ports and one, two, and three have to look screens on a thing and then four hole looks like, you know, your internet. It's got your little global thing next to the four. That little globe. No. That's where that's that is actually the one I did have the ethernet cable hooked into that one. It looked like it had the glow. What's that? [silence]
23:00
Speaker 2
[silence] or how many ports do you have um on on the on the other model? Okay. Okay. Okay. Do you have something that's connected on the little globe? What is your net cable sir? From the long term router or from Um what is your net for the utilized utilization so before right before you replace it with the new one and where is the main hub server for this one like did you um is it connected to another box like the main source of internet okay like the fiber line okay okay can we connect the router sure on that little globe that you have
23:00
Speaker 1
OK.
25:00
Speaker 2
All right. And then it's already... Three minutes by the way sir, you can plug in back the Linksys router. uh, no the modem first, sorry. Yes sir, correct. And let's wait, yes. And then, let's wait for the modem to go online first. And then, if you think that the modem is online, then we'll plug- in the Linksys router.
25:00
Speaker 1
Yeah, I'll tell you when that modem turns green. it's It's blinking. No, thank you. I just feel sorry you have to deal with stupid people like me all day. Maybe nobody else. Maybe nobody else is real. Uh,
26:00
Speaker 2
[silence] Okay, so, thank you so much. [silence] No, sorry, you're not, you're actually doing good. [silence] You're doing good.
26:00
Speaker 1
It's turned from yellow to red, but it should turn green. In fact, blinking green should go solid green.
27:00
Speaker 2
Music is wonderful. Various shapes and colors appear when I close my eyes.
28:00
Speaker 1
OK. It's blinking green and on my on my uh wireless router. It's showing the internet is blue and the power's blue and then number one where I've got it hooked in it's it's blue. Uh huh. [silence]
29:00
Speaker 2
nexus router okay so we connect through your we connect the linksys router are due linksys router okay
29:00
Speaker 1
Okay okay yeah it's connected to the links it's wireless it's also it's also got the ethernet cable plugged in Don't want to unplug the ethernet cable? okay yes okay it's showing it's connected but no [silence]
30:00
Speaker 2
on the, I think, the number four port at the back right, where you have the little globe. And then, as for your computer, it's connected to the linksys. Okay. Yes, let's unplug the ethernet cables there on the computer. So, your computer there can go, can go wireless as well? Ah, okay.
30:00
Speaker 1
Internet. Say that again. Your-- My computer. Well, I... It's, it's connecting. Now, it's what it's doing. It's connecting. Okay, it says, "No internet secured." But it's connected. [silence]
31:00
Speaker 2
So what device are we using now hit hat are we using now hit your phone or your computer OK so your computer is connected to the Wi- Fi linksies 02990 it's connecting OK all right so let's use chromes or that okay let's open
31:00
Speaker 1
[silence] Okay, so I went to the eXOS experience. says Username password. Yes, uh-huh. It it It says the experience OX eXOS and then it says username and then it says password. And then there's a login. What?
32:00
Speaker 2
opening a browser sorry sir username password do you have an option well are you using http://192.168.1.1 okay and then what do you what can you see sir on the page Is it showing sir as linksys
32:00
Speaker 1
No. No, it's not showing links is... OK. Or is that little? Little letters are... My world, I love you. Let's do that.
33:00
Speaker 2
okay, is it showing us links on the page or no? okay. maybe we can try a different um let's let's try a different 1 um instead of 192, can you use my router.local? [silence] yeah, all small letters, sir. and one word, so, [silence] my yes, my router.local.
33:00
Speaker 1
Uh, my router.com dot local took too long to respond so we'll hit it again. Oh, it's just saying, my router, my router .local, l o c a l. Uh, this is Microsoft Edge, I think. Okay, let me see if I'm... Ah. I do not know. It's a new computer. Uh, How? Let's see here. Where would I look for Google Chrome?
34:00
Speaker 2
And what browser are we using sir right now? Okay. Maybe we can try sir a different browser. Do you have Chrome on the computer? [silence]
35:00
Speaker 1
Okay. Yes. Uh, huh. Uh, huh. Okay. Okay. New, private, new in private window. Okay. In private browsing. Okay.
36:00
Speaker 2
well, usually, sir, it's pre-installed. but if not, you have to install it. but if we don't have other options, then that's fine. we can continue with the with we can continue with the Edge. but I need you, sir, to use in private window in Edge. so, um, I think you have three dots on the upper right hand corner on Edge. Okay. select the one, sir, and then you will have three options for new window, um new tab, new window, and a new in private window. I need you to select, sir, the in private window. all right. and then, Okay. and then on the address bar, sir, at the top,
36:00
Speaker 1
Okay. It did the same thing. My router thought localhost took too long to respond. Try checking the connection, property and firewall.
37:00
Speaker 2
again, my router dot local. [silence] Okay. [silence] Okay. [silence] So, um, at the back door of your mode.
37:00
Speaker 1
Uh-huh. Uh huh, he's got the little yellow label that says internet. * Yes, I see. I've got a panel. Am I going to press the reset button on the Lindus?
38:00
Speaker 2
dom and we connected it to the one that has the little globe port right? The number four port. Okay, and then at the back of the Linsan's router that is where the other end of the cable is connected to the internet port the one that has a yellow label. Okay. Um do you have sir a pushpin or a paper clip? Okay. Yes, I need you to press against your reset button using a paper clip or a pushpin. Um, press and hold it for 30 seconds again. [silence]
38:00
Speaker 1
Okay, it's blinking. it went went clear. power is blinking. all five of them lit up, one through four lit up. [silence] Okay I think we're about there. Actually, the power LE is blinking now and the internet's solid. Uh huh. Yes. Okay, I'll turn off the Wi-Fi. I'll turn them off first.
39:00
Speaker 2
okay the power LED sir is back to solid blue. So the internet LED is solid blue and then the power LED is blinking blue. Okay, can we connect your computer against your wired uh let's this uh let's turn off the Wi-Fi on your computer and then let's connect it wired on the links his router. Okay.
40:00
Speaker 1
Okay, then I'll plug in the table. Okay. Okay. The tire's solid, the internet's solid. Number four is blinking as it blinks my Ethernet icons blinking off and on as well. Yes, his port four as well. Yeah.
41:00
Speaker 2
Okay. And which port at the back did we connect your computer? The back of the, uh, router. Uh, is it EN port for you? Okay.
41:00
Speaker 1
So the power is solid. The internet is solid. I'm not showing my ethernet on my computer. The number four is blinking off and on. on the links. Yep. I'll just move it to one. [silence]
42:00
Speaker 2
smoke, bear, Alone in the power led, sir. How is that Wonder again? Okay. Okay. Can you try sure a different port? Okay.
42:00
Speaker 1
It's blinking one's blinking fast. The icon on the computer's blinking fast. Nope, it just went it turned off. hadn't act like it's connecting.
43:00
Speaker 2
Okay. Okay.
43:00
Speaker 1
yeah we're seeing the road yes and it's got a little X at the bottom a little circle with an X through it so it's showing it's not connected okay time okay I've just got the power light and the internet light on the links as itself on the computer you want me try to hook up the wireless one more time or what okay [silence]
44:00
Speaker 2
And still the same, so are we still seeing the globe globe icon on your computer? Not connected. OK. let's disconnect sir the internet cord at the back of the the linksys router. Let's disconnect that one. Uh not yet sir. Um the interconnected the Ethernet is disconnected already. There's no there's no cord at the back of the internet port of the linksys router. Right?
44:00
Speaker 1
Right. It's not in the computer, it's not in the either one. Well, there's the cord that's still in, from the internet, to my own local modem, so that cord is still in. Okay. Okay. Nothing hooked up to the Linksys, it just shows blue, power, and it has a blinking orange, internet.
45:00
Speaker 2
okayLinksys router now sir is connected via power only there's no cord at the back okay let's let's disconnect that one sir for the meantime okay and then connect your computer wired sir
45:00
Speaker 1
So I'm going to plug my ethernet cable into my computer and go ahead and plug plug the yellow one. Okay. [silence] So I've got power internet still orange because we don't have the internet hooked up to it. And then the number one is off. Yes. Okay.
46:00
Speaker 2
Okay. So, for your computer, sir, it's connected wired now to the Linksys router, right? Yeah. Okay. So, try to open the in private window again, sir, on Edge and then
46:00
Speaker 1
My router, my local router. OK. It shouldn't be doing this.
47:00
Speaker 2
my router.local.
47:00
Speaker 1
anything because there is no internet to the router. It's spinning. But now, but now my, uh, I've got the little globe with the X on it, or the slash through it. It's not showing my Ethernet cable now in the computer. Yeah.
48:00
Speaker 2
But what is it-? yeah but at least we can try to access the web interface even if there's no internet. Is it spinning or loading? It's spinning. Okay, that's okay, that's fine. So, let's see what we can have on the page the myrouter.local. Is it still loading, sir, on the page? Okay.
48:00
Speaker 1
Now, the Wi-Fi is not connected. Okay. Yeah.
49:00
Speaker 2
Okay, that's fine, it's certain we'll try the Wi Fi later. Um, can I think it's already taking too long? oh,eddy for the my router that local and it's still spinning. Um, maybe you can try again. Sir. The 192 let's try that one instead of my router local.
49:00
Speaker 1
I've got it in the address bar, but it's taking me back to the list. Okay, come on. It's just spinning. Uh, to respond. Okay. [silence]
50:00
Speaker 2
Ok, Ok, let's disconnect, sir, the ethernet on the computer and then connect your computer to the Wi-Fi.
51:00
Speaker 1
So it's connected to the Wi-Fi now. and we don't have the internet hook to the back of the links is still.
52:00
Speaker 2
Okay. And then let's try again, sir, the in private window. And then try again the 192. Okay.
52:00
Speaker 1
Yeah, took too long to respond. That was on the 192-1681.1. It's okay. Okay, your connection is not private. Okay, so it has an advanced box on the left and it has a go back box. Okay.
53:00
Speaker 2
Okay. How about my router dot local sir? All right. Let's proceed on that one. Selector advance. [silence]
53:00
Speaker 1
Server can't provide that myrouter local certificate is, so I'm going to continue to my bloke. [silence] It's just spinning.
54:00
Speaker 2
go. continue. yes. mm. yes. go. ok.
54:00
Speaker 1
I am sure it's going to time out probably. Using what? Yeah. Uh-huh. Uh-huh. What I may do, if this times out, I may go download Google and see if I, because I know what you kind of had me do.
55:00
Speaker 2
we're using sir, in private window right we're using in private window in edge okay
55:00
Speaker 1
I may see if I can do it with Google instead of Edge. I may just not like it. You don't have to stay on the phone. Go ahead. I think. Let me try that one more time. [silence] Do I want to do my router?
56:00
Speaker 2
Okay. Or how about we try on your phone since you have Chrome on your phone? Let's just try that one attempt. Uh, yes, let's try first, sir, my router. Your phone is connected to the Wi-Fi name, right? Okay.
56:00
Speaker 1
Maybe it wasn't. Let's see if it is. Because I don't, not sure it was, so. Um, no, it was not. Okay. Okay, there we go. So yes, that is on. [silence]
57:00
Speaker 2
away. Okay. So let's connect first to your phone. To the link. 02-990.
57:00
Speaker 1
see the now I'm having the same problem I had before. It came my search bar, but I can't put it in my browser. I'm in Chrome. Now I'm having the same problem I had before.
58:00
Speaker 2
do you see three dots on the upper right hand corner yes do they
58:00
Speaker 1
Let me see then, let me go back to it. Yeah. Yes, I do. Yeah, Mm-hmm. Okay. There we go. The site can't be reached.
59:00
Speaker 2
chrome [silence] okay, [silence] select the okay, [silence] select that one, [silence] sir, and then [silence] um [silence] it will provide you options for new tab, [silence] uh [silence] new window, [silence] and then new incognito window. [silence] select sir the incognito. [silence] and then try there the router.local. [silence] All right. [silence] What do we have, [silence] sir?
59:00
Speaker 1
six eight dot one dot one If this site can't be reached, well here, let's see.
60:00
Speaker 2
How about the 192? [silence] Is it is it loading epad?
60:00
Speaker 1
okay, it's doing the one thing, continue to site, go back, one nine to one 68 one dot one, got support, but it won't continue to the site. I'm pressing that I can go back. [silence] http: backslash backslash then put the one nine two
61:00
Speaker 2
hear, Colins okay, let's try one last attempt for the browser. Um, try added NGH. colon forward slash forward slash and then the one 92. colon forward slash yes.
61:00
Speaker 1
Okay, now it's loading. It's got the bar up at the top. It's moved about one, but it's just not moving anymore. It's not spinning the HT whatever it it went away. It went to 192.168 when I hit enter. And now the little line
62:00
Speaker 2
Okay.
62:00
Speaker 1
Top. It's just started, but it's not doing anything. You're going to go home and go to bed. I won't. OK. [silence]
63:00
Speaker 2
M.
63:00
Speaker 1
uh yeah let's let's try that real quick yeah okay okay both are blue the power and the internet are blue
64:00
Speaker 2
We're still unable to get the page, but if you're still up sir, we can do the recovery reset. Alright, so connect the internet cable again, sir, on- um from the modem going to the linksys router. Okay, and then, um yeah, for this one, sir, we need um I need you to um what we'll- what we'll do with the recovery reset is that um we will unplug and then replug the um power adapter.
64:00
Speaker 1
I don't mean to interrupt you but so the computer when I did that it came back your connection isn't private and I didn't type this into it and it went to 10.0.1.1. Yeah, and that's on the in private that we were in before that we were trying with but when I plugged the internet back in that popped up different so it has advance it said somebody might scrop.
65:00
Speaker 2
so um so i need uh... we will do it like 10 times so i want you to un mm-hmm okay sorry let me just take note on that one 10.0.0.1 can you continue sir on that site okay what are we um what are uh our options now on the in private
65:00
Speaker 1
try to steal your information from 10.0.1.8. uh, then it shows go back advanced. Mhm. Yeah. And I'm hooked to the Wi-Fi on it, so, uh, I mean, I'm, okay. So, here we go. Something happened. It got from the wireless router. When we hooked the internet back up cause I didn't do anything, it just switched, now it's just circling and I'm sure it's going to go to, to what we said it was going to do. It's going to time out.
66:00
Speaker 2
approaching sir on that one can you select advance okay that's fine [silence] It's spinning sir and it's more than a minute, which is the normal loading timeframe. But, um, yeah, let's try, sir, the recovery reset. So, I need you to unplug and then re-plug the um, power. Of the router. So, I will let I will let you know, sir, when to unplug and then plug it back in because there is a second there are seconds that we need to follow um, in order. So, we'll do it ten times. So, um, right now, I need you, sir, to unplug the power. And then what link is his website? The um, is it showing now, sir? Is it like a blue screen? [silence]
66:00
Speaker 1
I'm concerned, but it says Linksys AX3200 gigabit Wi-Fi router. That's all it has.
69:00
Speaker 2
Lindsay's... OK, so it's showing as Lindsay's AX3200. Oh, OK. Let's, let me just mute. OK. Okay, maybe we can just wait for like a minute, sir. And then, um, I'll set a timer for three minutes. And then while we're waiting, we will not, do you have yet the recovery reset? So we'll, we'll see if that page will fully load up. So let's give it some time. And then, Okay. And then I'll put you in the whole shirt for like maybe two to three minutes while we're waiting. So I'll, I'll just need to confirm something here for this road. Okay? Thank you, sir. Stay on the line. I'll be back. Okay. Okay. [silence] Okay. Okay. [silence] Okay. [silence] Okay. [silence] Hello sir. Thank you so much for patiently waiting. were you able to get the page, or is it still the same?
69:00
Speaker 1
No, it said it took too long to respond, then it went back to refresh. So I don't, I'm not sure. [silence] Okay. Go to incognito again. [silence] Okay. [silence] [silence] Okay, 10.0.[silence] Okay, doesn't support secure. We know that. Continue to side. And this is this is where it it shows the bar up.
77:00
Speaker 2
Okay. Let's try sir, let's go back sir with your phone and then let's use Chrome on your phone. Yes, go incognito again. And then try sir D 10.0.11
77:00
Speaker 1
[silence]
78:00
Speaker 2
and The... The router, sir. Is it can... um, is it plug-in directly to a power outlet, from the wall or, it's connected to like, an extension? uh, the router, sir. The Lynx router. Uh, okay, so I mm... [silence]
78:00
Speaker 1
About 75%. The loading bar is about 75% across at the top. [silence] But to answer your question on the modem from the telephone company, the modem and wireless together, it is on the power strip. Yes.
79:00
Speaker 2
Okay. Power strip. Okay. So, later, sir, if we are still unable to get this page, the 10.0.1.1, I will let you connect it to the, um, do you have an available, um, outlet direct from the wall?
79:00
Speaker 1
OK. yeah it has not moved it it loaded about 75% of the thing and it's just sitting there OK. This thing just blipped and then it went back to about half and it's just sitting there. I don't know.
80:00
Speaker 2
Okay. So, we will use that one, sir, and then we will do the recovery reset. All right. So, um, is it still the same on the page? Okay. So, um, I need you, sir, so we-we will do now, sir, the recovery reset, so we will just proceed on this one. And then, uh, yeah, so, I need you, sir, to unplug the power. Let me know if you've unplugged it. Okay. That's fine, sir. Let's just, yeah, let's just leave that one as it is for now. So, let's do the recovery reset.
80:00
Speaker 1
So, are we talking about plugging the links as, wireless straight into the plug in or are we talking about the, phone company's modem? Which, Okay. Let me find my power, that goes to the middle thing. So, I am plugged it. Go ahead and plug it. Okay. And it's all turning its lights on.
81:00
Speaker 2
um, the Linksys router, sir. we will focus only on the Linksys router. all right. and then yes, plug it back in, sir. okay. and then i want you to unplug it again, sir. [silence]
81:00
Speaker 1
So it's unplugged. [speaker1] Okay. [speaker2] Blinking light. [speaker1] Okay, I'm plugged Okay. Okay. Okay. [silence]
82:00
Speaker 2
And then plug it back in. And then unplug again, sir. Plug back in. Plug power back. And then unplug.
82:00
Speaker 1
gigabyte Wi-Fi router and it's just a blank page. It's doing exactly what the computer was doing earlier. Okay, so I just wanted you to know that that was on the phone. Now, what do you want me to do? I've got full power bar, full Internet on the lynksys. [silence] Okay. [silence] So I've cleared it all. I'm going to go back to Chrome.
84:00
Speaker 2
Okay. So we'll we'll try that same page again, sir, after we fully recovered it, um, since we've done the the recovery reset. All right. So, um, let's use still sir your, um, let's still use your phone for now. So I need you to, I need you to close all browsers that's open. But, let's use Chrome again and then incognito.
84:00
Speaker 1
And what do you want me – we're going to go to incognito. Okay. 10.0.1.10.1. Tell me that one more time. I'm sorry. Okay. Okay, so continue to site, we're going to do that.
85:00
Speaker 2
no尽管
85:00
Speaker 1
And it's doing the same thing. The bar's just sitting there, and it's just barely moved. So do you think I've got a hardware problem in the in the routers, or do you think it's in, surely it can't be with my phone? It's doing the same thing with the phone or the computer. I'm just about to place this Go buy new linksys router. Go to Walmart and buy some new. Do you think the problem's hardware in the router itself? I mean, they were brand new. Thank you. Yeah. I purchased it off of eBay is what I did.
86:00
Speaker 2
yeah it's actually a brand user but uh you've mentioned that you purchased it like six months ago right mm-hmm okay so you yeah eBay oh okay so usually sir more likely we have already tried the recovery reset uh multiple resets and then um you we have tried wired wireless using your computer and then your phone but we are still getting the same issue so more likely sir um on this one this is actually part of our first generation router for the e for the 50 so um since we're unable to get the site supposedly for first time setup um more
87:00
Speaker 1
Okay. Yeah, and I'd rather do link that. I don't trust any of the (all)
88:00
Speaker 2
Okay, yeah, and you're welcome, sir. And then try, sir, a newer Wi-Fi technology, maybe you can get Wi-Fi 6 or Wi-Fi 6E router or Linksys, you know, at least that one. And then, if anything else, you can just give us a call back so we can assist you with the setup with a newer model, okay? Uh, you're welcome, sir. you're you're welcome. Thank you as well for your time and for your patience. So you take care now, okay? You have a good day.
89:00