V2 Rubric Detail — 92cabbc2-7007-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:02
Duration
85m 20s
Contact
Marian Roberts
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134662
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5350 no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 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

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall15.3% (-20.7)

V2 Grader Summary

The agent failed to resolve the issue or provide a valid resolution path, prematurely pushing a paid service despite partial troubleshooting. Communication was poorly adapted to the customer’s needs, and ownership was abdicated rather than maintained. While some effort was made, the lack of technical accuracy and proper escalation resulted in an ownership gap.

V1 Case Analysis

Customer reports loss of internet on E5350 router (serial 30K10M2). Router flashing green LED. Agent attempted reset, irrelevant laptop Wi-Fi troubleshooting (WLAN AutoConfig), and suggested paid support, HP laptop assistance, and Spectrum technician. No resolution achieved; ticket 134662 created.

Troubleshooting Steps
  • Collected serial and model number.
  • Instructed a factory reset (hold reset button ~20 seconds).
  • Guided customer to toggle Wi-Fi on phone and laptop.
  • Attempted irrelevant Windows services troubleshooting (WLAN AutoConfig).
  • Asked customer to view router IP address and Wi-Fi password label.
  • Suggested testing YouTube on phone.
Key Observations
  • Agent never verified WAN/internet status from the modem, a critical step for internet issues (KB: universal_isp_modem_diagnostics.md).
  • Troubleshooting flow was disorganized and included irrelevant steps (Windows services, HP laptop support).
  • Agent suggested contacting HP for laptop issues, which is outside Linksys support scope.
  • Communication was fragmented, with long silences and unclear instructions.
Positive Highlights
  • Collected serial number, model number, and customer contact information.
  • Created a ticket (134662) for the case.
Agent Errors / Gaps
  • Did not perform basic modem/router power-cycle or check WAN connection (KB: universal_isp_modem_diagnostics.md).
  • Provided irrelevant troubleshooting steps (WLAN AutoConfig service), which is not a valid fix for router/WAN issues.
  • Failed to confirm router reset resolved the issue before moving on.
  • Suggested contacting HP for laptop issues, which is outside Linksys support scope.
  • Offered paid-connect service without confirming warranty eligibility or providing self-help options first (KB: universal_support_contacts.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The issue was not resolved; the customer remained without internet and was directed to purchase a paid service or wait for a third party.
R2 Partially Met Diagnostic thoroughness conf 75%
Agent performed basic steps like factory reset and checking Wi-Fi on devices, but troubleshooting was disorganized and skipped key diagnostics such as WAN status or modem connectivity.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the router was out of warranty and EOL, but prematurely dismissed best-effort troubleshooting; however, did attempt a reset and some diagnostics before suggesting paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 70%
Agent identified the flashing green LED and model number, but failed to ask about WAN connection, modem status, or recent outages—missing logical diagnostic progression.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, admin UI, logs) were used; agent could have directed customer to check router status page at 192.168.1.1 but did not.
T3 Not Met No misinformation conf 90%
Agent incorrectly claimed 'low data mode' was limiting router performance and stated the router was working when customer had no internet—material inaccuracies.
Communication
C1 Not Met Clear & professional language conf 90%
Call had long silences, abrupt shifts, and no clear structure; agent lost control and failed to guide the interaction effectively.
C2 Not Met Confirmed understanding conf 90%
Agent used complex instructions (e.g., CMD, services.msc) with no adaptation for a 70-year-old; failed to confirm understanding or simplify language.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent repeatedly deferred to paid service and third-party technicians instead of owning the case, even after initiating troubleshooting.
O2 Not Met Proactive follow-through conf 90%
Next steps were vague: purchase $15 service or wait for Spectrum technician—no clear timeline, ownership, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 70%
No prior case history was referenced or available; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
No valid escalation trigger was established; agent offered paid service instead of escalating to a higher tier with documented findings.
E2 Not Met Escalation prep & handoff conf 85%
No actual escalation occurred—only a promise to transfer to a 'secured line' without details, proper handoff, or customer notification of escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent expressed limited empathy (e.g., 'I'm sorry') and acknowledged customer's age, but failed to consistently validate frustration or adjust tone.
X2 Not Met Tone & rapport conf 90%
Agent maintained a technical, fast-paced tone mismatched to customer’s pace; repeated complex steps without simplifying or checking comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated information multiple times and performed avoidable steps (e.g., navigating laptop settings) that could have been minimized with better guidance.
Call Transcript126 turns · 143 lines
Speaker 1
Yes, I contacted my network provider. I'm getting internet into my house, but they said there was an issue with the router.
00:00
Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. For in warrantee 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 warrantee products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warrantee products, paid support option may be available depending on the issue. Thank you for calling Linksys technical support. My name is Ellie, how can I help you? [silence]
00:00
Speaker 1
I'm not able to connect to the internet. No. Nope, just all of a sudden it stopped working. It's a green flashing light. Um, let's see, the serial number is 30K10M2.
01:00
Speaker 2
Exactly what is going on now, ma'am? And prior to this, did something happen like an outage or something, okay, can you tell me the LED light that's showing on the router, please? They have green flash. Can you tell me the model number and the serial number of your wireless router, please? [silence]
01:00
Speaker 1
1A for 0 3 3 53. Yeah, yeah, there's a zero between before those two threes. OK. Now, um, you said model number. What, what, OK, nothing, nothing and, oh, model number. Here it is. Yeah. E. Surprise 3 0. OK.
02:00
Speaker 2
Okay, let me read it back to you, that's 30K for Kilo 10M for Mary 21A for alpha 3353. Yeah, yeah, there is a zero before the two threes. Okay, thank you so much. Yes, please. Okay, thank you so much, ma'am. Uh, let me just go ahead and look if I can pull up any records under the 'serial number' that you provided. Okay, give me one moment. [silence]
02:00
Speaker 1
Mm. I may have called several years ago.Marian Roberts? R-O-B-E-R-T-S.
03:00
Speaker 2
[KEEP_UNCERTAIN] but this router man was actually working before, like without any problem. And is this your first time calling Links? Okay, I see. because I was not able to pull up anything here or any records under the serial number you provided. Let me create the records real quick. Can I have your first name and your last name, please? How do you spell your last name, Mary Ann? Okay, thank you so much. And can I also please have your active email address?
03:00
Speaker 1
Marianmonette, E T E two zero at Gmail.com. Verified that I'm getting excellence signal into the house.
04:00
Speaker 2
Okay. Thank you so much. And your internet service provider. Yeah. Thank you so much. So when you notice uh this one Marianne that uh the router suddenly stopped um providing an internet uh what have you done so far? Mm-hmm. Okay. I see. Thank you so much for that confirmation. Uh-huh. Okay. Mm-hmm. Okay, Marianne, I just finished creating a record for this conversation and the ticket number is 13, 4662.
04:00
Speaker 1
I can't. I can't. I can't visit the website because I can't get on my computer because I have no internet. No.
06:00
Speaker 2
and so so the router is already out of warranty okay so if that's the case of the free technical support over the phone will no longer be provided for this router if they are out of warranty but we have options here so the first thing thing option Melanie is um you can visit the website of Lincoln Lyn gur if you have an active mobile data and that website is support I'm sorry Do you have an active mobile data but it's okay Um, how about with this one? The computer that you have
06:00
Speaker 1
I have no idea. I don't know. [silence]
07:00
Speaker 2
[silence] or yeah, can this computer can it can it work with an ethernet cable? Or can the computer that you have is it possible to connect a cable that could run from the computer directly to your modem? Is that possible? [silence] Okay, yes, um that's the first option, Marian. and then now the second option here is our paid connect service. So, this paid connect service, Marian, will actually cost you $15, um, to have a technician over the phone for an hour to walk you through and perform some troubleshooting and diagnostics on your router.
07:00
Speaker 1
I can't, I can't, I'm sorry I didn't get that. [silence]
08:00
Speaker 2
Now, the third option here is I can actually send you an email with all of the troubleshooting steps that you need. let's check, like, can we test if you if you do have an active mobile data? Can you go to your use the settings of your phone? Let's try to check if you have an active mobile data. Can you go to the settings of your phone? And can you confirm if your mobile data is on?
08:00
Speaker 1
Okay. Yeah. iPhone. Well, it doesn't say internet, but it says wi-fi and it says link see. Is that what you're talking about? Okay.
09:00
Speaker 2
um, by the way, what phone are you using? Are you using an iPhone or an Android? Okay. Uh, go to settings and then go to um, internet. And then look for mobile data or cellular data. Uh, no, not that one. So, when you open the settings of your phone, can you look for cellular data if you have that one?
09:00
Speaker 1
Yes. Yes. No. Go back where? [silence] Okay. [silence] The cellular data. Make it white, instead of green. Is that what you're saying. [silence] VPN isn't an option thank you.
10:00
Speaker 2
Go go from cellular cellular data go back and then look for your Wi-Fi can you turn it off? the Wi-Fi connection of your phone. go to Wi-Fi and then there is an option for you to toggle it off on the far right corner as well to disable the Wi-Fi. no the uh once the the cellular data is green uh just leave it like that and then go back to the main settings and then tap on Wi-Fi so that we can disable it. just for the meantime. Yeah, I I just want you to uh disable the Wi-Fi so that we can check if you use your
11:00
Speaker 1
Okay. Done. [silence] [silence] [silence] [silence] [silence] Correct. It's got. If it doesn't work, what should I [silence]
12:00
Speaker 2
Well, maybe you want, or you may really need to consider the $15 paid connect service Ms. Mary Ann since the router is already out of warranty and the free technical support for this router is no longer going to be available. Or the last and the very final option here is you may want to get a new router because this router that you have actually Ms. Mary Ann is, this is one of our router that has already ended it's life last December 11, of 2024. Now, this router is no longer receiving any updates or any firmware updates and that might be one of the reason why it's actually acting up right now. [silence]
14:00
Speaker 1
Okay, so so what do I have, what do I have to do? Who do I, I don't know what to do. Like I'm 70 years old, I'm not familiar with all this stuff. Okay. Yes, I've done this already. I've done it several. Okay.
15:00
Speaker 2
But yeah, I'm sorry. Uh, oh, okay. Um, how about with this one? I can help you reset the router, just this one. And then after that, um, you can then go ahead and try, um, some other steps that you can perform from your end. Now, here's what, uh, here's what you need to do, marian, okay? Can you locate the reset button of your router? Uh, yeah, but, yeah, but this time, um, okay. Um, how many seconds did you?
15:00
Speaker 1
I waited a full minute once and then other times I just did it quickly. How long did you want me to hold it? Yeah. Well I I I did it as soon as you told me to so it's been over 20 seconds probably. Okay. It has been more than 20.
16:00
Speaker 2
Yeah, that's actually sometimes not gonna work, but uh yeah, I'm about with this one, okay? So, um, press and hold the reset button of your e5350 just for 20 seconds. Uh-huh. Yeah, I do not let go of the reset button yet. If it's not yet 20 seconds, Marianne. Okay? [silence] Okay. But yeah, you can now go ahead and let go of it. Uh, not yet cause after you press and hold the reset button um, it should uh, it will probably take for about like um, a minute or two for it to bring back itself to its default setting. Okay? So just give it some time.
16:00
Speaker 1
yeah well it could be yellow I'm not sure if it's yellow or green [silence] [silence]
18:00
Speaker 2
Okay, um, Marion, the L E D green that is flashing that you mentioned earlier. Is it like at the back of the router and not in the front? Uh, okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. So, here's the next thing that you need to do, Marion, okay? Uh, go back to your phone, turn on the Wi-Fi again or enable it.
18:00
Speaker 1
Okay. Yeah, it is. It's, uh, Linxis 033 53. Laptop.
19:00
Speaker 2
and can you look for the default Wi-Fi name of your linksys router if it's showing up? Okay, thank you so much. Okay, the computer that you mentioned earlier, is it a laptop or a desktop computer? Okay, it's a laptop. Can you connect the laptop to the default Wi-Fi name of your router, please?
19:00
Speaker 1
No Wi-Fi network found. It says that there are no, It says there are no network found. Well, right, I don't know why,
20:00
Speaker 2
[KEEP_UNCERTAIN] Uh, no. Can, do the laptop lookup AED? I mean, 0353. Can the laptop? Uh huh. So, so the laptop was unable to locate Al-Mu'arab Al-Azar, I mean, locate me, or to recognize the network name, uh, can you turn off the Wi-Fi? Can you turn off the Wi-Fi connection of your laptop and then turn it back on? Or disable the Wi-Fi from your laptop. Is this a Windows laptop?
20:00
Speaker 1
Yeah. I believe. Oh HP[silence] ....
21:00
Speaker 2
Is it running on Windows 11? operating system or Windows 10? Okay. Uh, can can you click on the four blue uh, on the right side corner, I mean on the left side corner you can see there, a four boxes. Can you click on it? Or click on the start menu button.
22:00
Speaker 1
I did done. I don't see that. Yeah. Okay. Taking what? F’ing. Oh settings, okay.
23:00
Speaker 2
got okay okay and then look for the gear like icon do you have the search bar on the left side as well Okay, can you click on the search bar and then I want you to type in Settings settings s-e-t-t-i-n-g Okay, gear like icon will appear
23:00
Speaker 1
Okay. Done. No wi-fi network found.
24:00
Speaker 2
after you type in settings. So, tap on settings or open it. Okay, now look for network and internet. Or can you see Wi-Fi? Do you have an option to toggle it off on the right on the right side? Or do you have an option to disable it?
24:00
Speaker 1
Okay, I'm not seeing that. Okay. Okay, I I got the Wi-Fi turned on. Now, what do you want me to do? Turn it back on. Okay.
25:00
Speaker 2
Mhm. Mhm. uh give me one second. uh can you go to the far right corner please where you can see the time and date. okay. Uh can you turn it on again please? Mhm. So after you turn it back on. Sure. Can you please check if you can now see the Lynx Sys03353? So it seems like there is really a problem with your router, Ms. Marianne, since only the phone can react. But the phone can recognize that but I'll give me one moment. Okay? Yes. though the phone was able to recognize or locate the Wi-Fi, but the laptop was unable to recognize or locate it, so there might be settings on your laptop miss Marianne that needs to be fixed. Uh, for that one, we actually need to perform some advanced troubleshooting. on that one. Now regarding your phone, since it can recognize the Wi-Fi name, or it can actually uh, see the Wi-Fi name of your A5350, miss Marianne, can you try connecting it to the network? After that, that's the only thing that I can actually help you with this one. Cause if if you really want me to stay here cause we have been 28 minutes miss Marianne, and this is actually more than I like, you know, the time that I should spend for a an a out of warranty product, but I'll [silence]
25:00
Speaker 1
How do I do that? Mm-hmm. Got it? Low data mode it says. Mm-hmm.
29:00
Speaker 2
Yeah. Can you try connecting the phone first? [silence] . . . Go to the settings of your phone. [silence] . . . And then go back to Wi-Fi. [silence] . . . And then top on the "Linksys 0335." [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Log data mode. [silence] [silence] [silence] [silence] [silence] Okay, so for this one, Miss Mery, and since you are, are receiving that error, so the Linux router is actually producing an internet. However, it's not doing its full capacity. You are connected to the Wi-Fi of your E5350, but not in the full capacity, or it, it is not producing full capacity internet.
29:00
Speaker 1
Well, wait, this low data mode is something I can turn on and off. It's it's [silence] It is off. [silence]
31:00
Speaker 2
performing with 100% because it's on low data mode. So your iPhone is connected to the Wi-Fi, however, um the device is actually reducing the amount of internet data that it consumes. So basically your Linksys router is working. It's just that it is like you know um producing the not the 100% um Wi-Fi connection that you are expecting to. Yeah, you can turn it off if you have that option so that it can perform. Turn it off if you have that option.
31:00
Speaker 1
No, nothing's working. What are you asking me? If the left side quarter of what? My phone? No.
32:00
Speaker 2
Okay, so if it's actually off, then there's nothing for you to worry. So the router is good, you are, the phone is connected, so you should have an internet. And I heard earlier, I mean I already heard some vibrations, so I believe that's some notifications that you are now actively receiving. Can you see the Wi-Fi icon on the left side corner or on the right side corner? Can you see? Yes, from your phone, can you see the Wi-Fi signal icon? Yeah, there is, like, you know, something that we actually need to do or perform on your... [silence] audio.
32:00
Speaker 1
[silence] Okay, well, what should we do? [silence] I will purchase, purchase the service. [silence] I'll purchase, you said $15, right? Yeah, okay.
33:00
Speaker 2
[silence] router as of the moment is not yet fully set up or maybe we need to do something on the router so that it could work. the router Miss Marianne is out of warranty and I cannot stay any much more longer for this one not unless if you purchase the paid connect service and that is actually 15. I'm sorry? Yeah. Okay, um give me one moment, let me just prepare my tools and I also need to um transfer this call to our secured line so that
34:00
Speaker 1
Okay. Goodbye. R O B E R T S. No, like Robert with an S. [silence]
35:00
Speaker 2
Okay, just give me one moment.
35:00
Speaker 1
I thought you were transferring me. all right all right 43, 885, 76217 to 1 0-5-2-8 expert uh 531 3 did code 803
36:00
Speaker 2
So the receipt of this payment for $[REDACTED_PAYMENT_DIGITS] will be sent to your email. That is maryannemornet0@gmail.com. Uh just give me one moment. Because we are about to do something on your laptop so that it could recognize the wifi name of your linksys router. Just give me one moment. okay, um, let me just go ahead and um, transfer it again to our recorded line. Just give me one moment. Okay, there you go. Um, Ms. Maryanne, can we go back to your laptop, please? [silence] And then, can you go to settings? Okay, once you are already on the settings, just give me one moment. Let me just pull up something here, just to make sure that we are on the right page.
37:00
Speaker 1
Be like boy M like Mary, be like boy. [silence] Cmd. Okay. For security and performance, this mode of Windows only runs Microsoft varied apps, it says.
40:00
Speaker 2
and then just yes just CMD and then just press enter. So an administration command prompt will appear on your screen. But your computer is HP, right? But do you have the black um windows opened or no? [silence] Okay. Give me one moment. Let's see if we have some other options here. [silence] Okay. Let's go back to the search bar, please. [silence] Remove the CMD and then instead, I want you to type in services. And then just hit on the word run
41:00
Speaker 1
That's not what came up. Let me go back and do it again. Oh, okay. I see what you're saying. Run as admin istrator? Uh-huh.
43:00
Speaker 2
as administrator. But do you have the word open there after you type in services. Yes please. So a white window will appear with a lot of text. So scroll down and then look for WLAN auto config.
43:00
Speaker 1
Okay. got it. Well, I left clicked it already. I left clicked it. You want me to go back in and right click it? It came up the same way. Okay. And now what you want you to want me to do?
44:00
Speaker 2
wl and auto configure it's actually arranged alphabetically so go directly to the w so the once you have it double click it or or right click or just easily right click it right yes, please yes, please if you have a uh i believe you have the option you have an arrow that is facing left on the upper left corner After your right click it look for startup
44:00
Speaker 1
That's not an option. it's startup type automatic type uh-huh. so just press OK. OK.
45:00
Speaker 2
Do you have their like service name, display name, description? So there should be an option that says startup. Yeah. Yeah. Yeah. Yeah, it says automatic. Oh, okay. So, um, everything is good from this page? Ah yes, just press, okay, don't change anything on that page. And. me one moment okay I'm what they want you to do next are Ms. Meria is can you can you reboot the laptop please Like power cycle the laptop turn it off and then turn it back on
45:00
Speaker 1
Um, I'm not sure what you're asking me, what what do you think like on my phone or on my computer or what? Am Am I using the Lynx's app on my phone? Well, on top of of the screen it says Lynxsys and 03353. [silence]
47:00
Speaker 2
a link is this app? [silence] Yeah, uh, [silence] Yeah, on your phone, do you have the link is this app or are you using the link is this app before on your phone? [silence] Yes. [silence] No, the, the Wi-Fi name, what we are looking is an application that is installed on your phone.
47:00
Speaker 1
I have no idea. [silence] Yes, it's it on. Okay. I just tried to connect to the internet and it wouldn't it says no network found again. But you want me to go to the speaker? Okay. Oh, I. Right.
48:00
Speaker 2
Do you have that application installed? Oh, okay. It's okay. Um, but right now, how is the, uh, the laptop? Is it on already? Already the power cycle completed? Okay, it's on. And then can we go to the lower right corner where you can see the time and date and the speaker icon? I don't know. No, no, no. There's no need because you'll have to try it and it's still showing no internet sound, correct? Um, do you have an ethernet?
48:00
Speaker 1
I have no idea. I don't even know what that is. There's a gray one. It's con right above the flashing lights.
49:00
Speaker 2
Hit cable. Okay. Uh, can you check like, you know, at the back of your Linksys router? So, there should be a cable that is running from the Linksys router to your modem. It might be color white, blue, or yellow cable. Okay. That's that's the one. Can you tell me, um, in which port of your Linksys router is it connected right now? There should be a label in it. It's right above the flashing um LED. [silence]
49:00
Speaker 1
Well, if the internet, right below it. Yes.
50:00
Speaker 2
[silence] And can you see any labels on top or below that port? [silence] Oh, okay. Mmm, okay, that's good. [silence] So it has the word internet and the LED, that's beside a color blue button, right? [silence] Okay. It's on the right port. [silence] Okay. [silence] So, give me one moment. [silence] So, uh, Ms. Marian, can we go back to your phone, please?
50:00
Speaker 1
okay.
51:00
Speaker 2
Okay, so on your phone, it's still not connected to the Wi-Fi. You don't see any Wi-Fi icon. So you don't see any like fan shape icon on the top or, I mean, on the top left or right? Yeah, it should be like a dot and then a bending line from from shorter to longer, something like that.
51:00
Speaker 1
Okay. Yeah, I see that. Yes. Three. No. Now, I'm telling you, I'm 72. I have no idea how to do this. [silence]
52:00
Speaker 2
I guess yeah like that like a little hurricane okay how many how many bars are there okay you have three bars can you see a an exclamation point beside it okay now can we use the phone to test if the internet is working now what I want you to do next is um yeah can you open and uh can you open Safari or Google browser from your iPhone uh yeah uh can you look for Safari it's a browser on its
52:00
Speaker 1
I, I don't know. I'm looking at my apps and I don't see one that says Safari. Would it say Safari? [silence]
53:00
Speaker 2
on your iPhone. What I phone are you using, by the way? Do you? I'm sorry. It's okay. Um, can you just um, swipe left? If let's see if all the apps will show up. Um, even at the lower tab of your screen? Yes, or it should actually look like a compass. The icon is uh, compass.
53:00
Speaker 1
No, I don't see anything like that. Okay. Okay, and that's where I chat with people. Well, when I when I click, I get I get the the spectrum chat. [silence] No. Can I open what? [silence]
54:00
Speaker 2
Do you see a URL bar at the bottom of your screen, right now, or on the top, where you type in, like, YouTube.com, Google.com, YouTube.com, Google.com. Okay, that's the one. That's the one that we need. Tap on that one, the one that says .net. So, after you tap on it, do you have the option to remove the current text inside that box? Can you open YouTube from your phone, please?
55:00
Speaker 1
I only use Facebook and that's it. Okay, it's open. What? I'm sorry? What do you want me to do?
56:00
Speaker 2
the YouTube app on your phone? Okay. Um, how do you usually use your Wi-Fi when you are connect when the phone is connected to Wi-Fi? Okay. What activities or the, what are the activities that you're doing when you are on when you are on Wi-Fi? Okay, can you try opening Facebook please? Okay. It's open and then can you try if like, um, to reload the page just, um, press and hold and then swipe it down, check if it's load up or it will load up.
56:00
Speaker 1
It's not letting me do anything. Oh, my God. OK. Got it? [silence]
57:00
Speaker 2
I want you to tap and hold it and then pull down the screen. it will load up the page. If you are getting an error after you do it, then the Wi-Fi is not working, and if not, the Wi-Fi is working. Okay. How about with this one? Can we go back again to the settings of your phone? Okay. And then look for Wi-Fi. Okay. Now, um, since you're using an iPhone, so here's what you need to check for me. So the Linksys 0335 and then click on the share icon.
57:00
Speaker 1
right right the network name there's a link six zero three three five three five ghz and below below do you want to know below that there's a spectrum setup there's a circle with an eye in it that's all which one the link six okay that's where it brings you
58:00
Speaker 2
[silence] connected, right? And then there is a check mark. Okay, now below the network name what can you see? Okay. And Okay. Okay, how about on the far right side, what are the informations that you can see? Okay, can you tap that circle with an eye for me please? The eye inside. Yeah, [silence] the link [silence] [silence] [silence] [silence].
58:00
Speaker 1
um me too, auto joined, password, and that's where I have the option of setting it on low data mode or not. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Well, there's a configuration, IP, there's an IP address, there's a subnet mask and there's a router.
59:00
Speaker 2
okay, um, you are connected to the language 0 3 3 5 3 right now. so ma'am, can you scroll down for me because there's an information that I want you to get for me, please? [silence] okay, I want you to look for the information that are for the information that says IPv4. Tell me if you have it on your... okay, can you tell me those numbers?
59:00
Speaker 1
well, it's not letting me click on it. I can tell you what I see. I see one nine two. 0.168.0.1.0.1 but it looks like there's more but I can't click on it and get it. yeah. router. yeah it's the same as the IP address yes
60:00
Speaker 2
[silence] Can you give me that one? [silence] The one that's two, [silence] Okay, can you scroll down more for me and look if you can see some other information that says 192 aside from this one? Okay, can you give it to me? So the router and the IP address has the same information like 192.168.1.1.
60:00
Speaker 1
My TV isn't working. It was, yes. [silence]
61:00
Speaker 2
Okay. Your TV is working with an internet, you mention it. Correct. I, I, I, yeah, yeah, yeah, but it was working before with an internet. Okay. Can we go to your TV and connect it to your network or to the Linksys 0335 Like so. [silence]
61:00
Speaker 1
Something went wrong. The operation couldn't be completed. I did. I did that several times. Um well I can't click on anything on my TV. No it won't let me do anything.
62:00
Speaker 2
Can you turn off the TV first and then turn it back on? Okay. Okay. So, after you click on Linksys03353? That notification popped? Like you don't have the option to go to the settings of your TV? Uhm, actually I'm in the settings. Oh, look at that. and I'm just checking here. but I don't know what's going on with this. um, link just in the notification pops up but it doesn't have the drive, okay, so what we're gonna do is let's go back and go back and make sure you know you link's reset so you've just taken it out of service and put it back so, from the back = just physically pull it out and then turn it on. Oh, the reset button? Let's do this. Right. And restart your TV. Please go back to the TV settings. Okay, about this TV. Support. Well, about this TV. I'm in the support. So, you hit the support. So, there you go. You do see the Linked and Sister 3353 is on there. So, once you're in the settings. You don't see the Linked Sister 3353? Let me go back here. Yeah, nope. Oh, okay. So, what we're going to do is we're just going to make sure, supported model 3353 for your Linksys is not on the list, is it? That's what I'm scared of. Okay, so what we're going to do is we're going to just, for our scenario, we don't have that <start of audio> <start of audio> I'm Austin from Linksys 03353 support. I can help you. please tell what I can do to help you today. Reconnect your Wi-Fi this goes for many clients. let's try to resolve it based on that. turn off your TV or overpage and connect back. Okay, please help me with this. Okay, can you check it kind of bishop. Okay, after you please click on Sí 03353 and notifications papa. Okay, equal to the settings of your TV.
62:00
Speaker 1
No. [ silence ] No. [ silence ] No. I don't even have a menu. I have a very limited remote. It has uh the volume and home and mute and up, down, and sideways and that's it. [ silence ] Okay.
63:00
Speaker 2
Even your TV is not letting you do anything? okay. Um, can you see a gear like icon on your remote? or settings? How about menu? Okay, uh, can you click on home?
63:00
Speaker 1
Okay. Okay. Okay. I got it. Found it. That's it's not enough. Oh, network. Okay. Okay. Connection. It says Wi-Fi not connected. Well, let me see, network name. Let me look. Oh.
64:00
Speaker 2
Okay. All right. All right, internet's off now. also when I click it's not it's not connecting it's Wi-Fi status okay it shows connected unsecured unauthenticated I left the router and it comes up Um which one do you have though? Yeah but it's not connecting keep getting authentication time out Okay. Okay so um how about if you turn that authentication off for the time being? for the next Okay Okay oh your television Wi-Fi it's not connecting um yes okay and could you just forward that uh... e lying promo code or is you not going to work on this other mob.me don't e lie open Wi-Fi okay choose YouTube you could leave it in there you could try I'm not trying to be closed yes the other link does it has some like it doesn't it just okay yes the other one and then turn it off okay all right our internet is off once again okay Okay um so let's try instead what let's just connect your phone to the to to the Wi-Fi Linksys 0335. Okay. Okay. Okay and we will just We will use it as a hotspot so that we can troubleshoot um we are unable to get a stable connection
64:00
Speaker 1
ahead for that. Should I... I... Oh, let me see. Oh, yeah. There it is. I do see it. And you want me to click on it, of course, right? [silence] Okay. It says, con, continue on iPhone or iPad. Choose another network or not now.
65:00
Speaker 2
Okay. Yes, please. Click on it, so it will prompt to ask for a password, right? Continue to iPhone or iPad.
65:00
Speaker 1
Oh, here, here we go. I'm on a Wi-Fi password now. Oh no, I don't, I have no idea what it is. Oh, I still haven't found it. I have no idea where it is. Where am I looking? Oh, here, here we go. I'm on a Wi-Fi password now. Oh no, I don't, I have no idea what it is. Oh, I have no idea where it is. Where am I looking?
66:00
Speaker 2
what TV are you currently using right now, miss Marian? Okay. Uh, the uh, Wi-Fi password that you should use is the one that is underneath your E5350. There is a default Wi-Fi password that you can use underneath the router. Um, how about you take a picture of that Wi-Fi password? Use your phone so that you can just easily zoom it in. Um, flip uh, flip it over the router. So you can get that Wi-Fi password. Router or the Linksys router flip it upside down or turn it upside down so there is a sticker underneath it. Okay, take a picture yeah, take a picture of that one so that you can just easily zoom it in. And then use the one that says password from that sticker and that's the password that you need to use to put in on the password that is asking on your TV.
66:00
Speaker 1
[silence] Okay. It connected to Wi-Fi. Choose another network. Oh, continue on iPhone or iPad it's it's doing the same thing. No, continue on iPhone or iPad. Choose another network or not now.
69:00
Speaker 2
okay it's disconnected I'm sorry it's doing the same thing but you just enter the password right and earlier it's it's says connected to wi-fi click on not now
69:00
Speaker 1
Yeah, it brings me back to the the network and uh Wi-Fi connected to link C Okay, I want me to see if I can get a channel. Nope. Something went wrong. The operation couldn't be completed. [silence]
70:00
Speaker 2
So did did it bring you back on the same page or? Uh-huh. Okay. so that uh that means the TV is now connected to the link sys 03353. Now I want you to click on home again from your remote. Yeah. Instead of channel, like um how do you usually use this TV, like are you using or are you like using YouTube or an online streaming, like Netflix, Amazon Prime, Hulu, high logo.
70:00
Speaker 1
Oh, wait, wait, wait, wait, wait, wait. I think I got it. No. No. Damn. It's something went wrong. It's not letting me connect. Well, it's telling me something went wrong. The operation couldn't be completed. Now it's. Hey, listen, now it's telling me I'm not connected to the internet.
71:00
Speaker 2
for streaming or what you are trying to say is that the TV is connected to the internet, however, it keeps on disconnecting. Is that something like that? Is that what is happening right now? [silence] Okay. Can you click on home again for me please? Okay. After you click on home from the remote of your T-[Silence]
71:00
Speaker 1
network. saying, wi-fi linksy 03353. connection, wi-fi linksy 03353.
72:00
Speaker 2
on that page do you have the you are in YouTube or any online streaming platform okay can you tap or can you choose YouTube please tell me if you are on the home page of YouTube okay
73:00
Speaker 1
It looks like it's going to come up, but it's giving me it's not giving me anything. It it it's giving me no no internet connection, no network connection.
74:00
Speaker 2
Well, Miss Maric, it doesn't give you a blank screen, or failed to load or you have that error message. [silence] Are you - [silence] I'm sorry, Oh, okay. I see. So it disconnected, but it always keeps on disconnecting. So that is exactly uh that is what is happening right now with your connection. Um Ms. Marienne, okay. Okay. So um we can try to do something. Um Ms. Marienne, can we go back to your phone, please? So the phone is still connected to the internet since you can see like a hurricane icon at the top left. Correct? Alright. [silence]
74:00
Speaker 1
Yeah, I'm the right. Okay? Yes. I'm not connected to YouTube. No, I don't. You mean ABCTranscribe
76:00
Speaker 2
Okay, and the right side. Okay, um, can you simply up? Can you see all the applications? Okay, look for YouTube, please. So it has a play button and color is red. Okay, right. Ah, yeah, but do you have the app? Uh, can you look for? Uh, can you look for Apple store? [silence] yeah app store tap on app store and then once it's open try downloading YouTube let me know ma'am if the app store is working okay or [silence] please [silence] try refreshing your device turn it on and off [silence] press the home button and above the home button [silence] press the electro home and off button [silence] okay just touch it [silence] you can see the logo okay and try please to open the app store [silence]
76:00
Speaker 1
Okay, I got YouTube. I've done it. There's one going right now.
78:00
Speaker 2
OK, open the application, ma'am. OK, so try selecting videos and see if we'll going to play. OK, so
78:00
Speaker 1
I think. Wait. Oh, wait. Um, it's... Trying to load. Okay. All I have are... it it gives me um.
79:00
Speaker 2
The video is running. Miss Mary Ann. The video is running, correct? [silence]
79:00
Speaker 1
shorts, short features that I could click on, do you want me to click on something? okay. It is playing. okay. okay. okay, but it's not working on,
80:00
Speaker 2
Yeah, click on something or any video. Okay, so tell me if the video is running or playing. Okay, so if that is actually the case ma'am, then your you do have an internet or the Wi-Fi is actually working. Because first is you were able to download the YouTube app. Second, the YouTube app is running. So, it actually means that your Wi-Fi is working.
80:00
Speaker 1
all three of my TVs or on my laptop. What about my, what about my TVs? Um, wait a minute. What, wait a minute, but they, they all worked fine and for many years all of a sudden this happened and none of them are working. [silence]
81:00
Speaker 2
Okay, so here is actually the problem here, Ms. Marianne. Okay. There is a settings on your laptop that needs to be fixed. Now, um I cannot or Yeah. Regarding with your TV, uh there is also a settings on your TV that needs to be set up as well, since we just resetted [silence] Yes. So there is really a settings that we actually need to fix on this one. And that settings on the router can only be access using a laptop, Ms. Marianne.
81:00
Speaker 1
everybody it's like oh my god
82:00
Speaker 2
[KEEP_UNCERTAIN] Now, we need to fix the laptop first before we can access the router settings of your E5350. So the next step here that you need to do, miss Maryann is to call the manufacturer of your laptop, which is HP so that they can fix your laptop and it can be able to recognize all the Wi-Fi network that is available, cuz right now it cannot recognize any single Wi-Fi. [silence] But one thing is for um I'm I'm sorry. Oh yeah, um here is the thing, uh miss Maryann, you can, uh you, uh let me try uh to check if someone [silence]
82:00
Speaker 1
can i just get somebody for from the internet to come out here and fix whatever it is okay i'm i'm just gonna do it
83:00
Speaker 2
Oh, and from the HP can this. If they offer a technician that could go or visit you on your address. Give me one moment, okay? Uh, you can request a technician from the Spectrum actually to visit you. They can deploy a technician. So, yeah, I'm sorry. Yeah, so, um, here's the next thing that you need to do, Mr. Marin, okay? So, once the technician from the Spectrum is already in your address, give us a call so that we can work with them, okay? 'Cause there are some settings on the Linksys router that, uh, they don't know how to do or how to change.
83:00
Speaker 1
okay, what number, what number should I have them call? okay, okay. Okay.
84:00
Speaker 2
So it's much more better that the technician from the spectrum and a technician from lynx systems could work together, okay? So that we can change some settings of your router since it is working. So and also they can I'm sorry. Uh, let them call links sys technical support, they have our number. [silence] And also miss mary, for the reference of this conversation, uh, this is the ticket number, that is 134 662. Okay. Um, they can, yeah, you can give this ticket number once the technician is there and the technician will go into call us. [silence]
84:00
Speaker 1
Okay. All right. Thank you. You too.
85:00
Speaker 2
give this ticket number so that they can pull up there your record directly and we can work with them. You too Miss Marian. Thank you so much as well. Have a good one.
85:00