V2 Rubric Detail — 9739683e-6670-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 15:08
Duration
59m 51s
Contact
Laura Quezada
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133247
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Overall1.7/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall78.6% (+44.6)

V2 Grader Summary

The agent successfully diagnosed the issue as a modem-side connectivity problem after thorough troubleshooting, including router reset and diagnostic report analysis, and correctly advised the customer to contact Spectrum. While communication had minor flaws — particularly a confusing reference to 'Lyft app' and suboptimal adaptation to customer confusion — the technical path was sound, ownership was maintained, and the resolution was appropriate. No critical failures occurred.

V1 Case Analysis

Customer unable to access router admin UI; agent provided incorrect password guidance and reset procedures, concluded modem issue without proper validation. Ticket provided for follow-up.

Troubleshooting Steps
  • Guided customer to 192.168.1.1 via browser
  • Attempted password recovery with incorrect default password
  • Suggested irrelevant 5-press pairing method
  • Performed factory reset of router
  • Checked router status page without proper interpretation
Key Observations
  • Agent never confirmed exact router model despite providing model-specific guidance
  • Multiple technical instructions contradicted KB guidance
  • Agent misidentified browser interface as mobile app
  • No proper verification of WAN connectivity before concluding modem issue
  • Call ended without resolving the primary access issue
Positive Highlights
  • Created ticket and captured customer details
  • Attempted to guide customer through command prompt to obtain default gateway
  • Provided ticket number for follow-up
  • Identified absence of WAN IP as potential issue
Agent Errors / Gaps
  • Provided incorrect default admin password ('admin') - KB states most Linksys devices use Wi-Fi password on label
  • Instructed 5-press pairing method (42:00) - not a valid reset procedure for Velop systems per KB
  • Misidentified browser interface as 'Lyft app' (47:00) - caused confusion and wasted time
  • Failed to properly guide customer through router setup after factory reset
  • Did not verify WAN connectivity through proper means before concluding modem issue
  • Provided irrelevant app download instructions when web interface was available
  • Did not follow KB-guided troubleshooting path for router access issues

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly identified the modem as the source of the issue and advised the customer to contact Spectrum with evidence from diagnostics.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through ipconfig, router reset, UI access attempts, and diagnostic report to isolate the issue to the modem.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path, ruled out router defect, and directed customer to ISP — correct path for hardware beyond Linksys control.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked about Ethernet capability, LED status, performed ipconfig, and used diagnostic report to identify missing WAN IP — logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 85%
Use of ipconfig, factory reset, and router UI diagnostics were appropriate tools for identifying WAN connectivity failure.
T3 Partially Met No misinformation conf 70%
Most guidance was accurate, but 'you're on the Lyft app' is factually incorrect and confusing; likely meant 'Linksys app' but misstated.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created a ticket and offered a callback, but call lacked clear structure, had frequent pauses, and transitions were often abrupt.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms like 'ipconfig' and '5-press' without simplification, but did confirm understanding on key steps like password creation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, created a ticket, and committed to follow-up without transferring.
O2 Partially Met Proactive follow-through conf 80%
Agent provided ticket number and promised a callback within 30 minutes, but timeline was vague and not confirmed as firm.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed sympathy ('I'm sorry', 'thank you for your patience') but did not explicitly acknowledge the customer's frustration with repeated failed attempts.
X2 Partially Met Tone & rapport conf 75%
Agent maintained engagement despite customer confusion, but did not adjust pace or simplify language significantly during repeated difficulties.
X3 Partially Met Overall experience conf 70%
Customer performed multiple manual steps (CMD, reset, browser attempts), but agent avoided unnecessary repetition and used existing information where possible.
Call Transcript109 turns · 114 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. [silence] Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. This is G. I can help you today.
00:00
Speaker 1
So, this is Laura Castellaco. I need some help if you can help me set up the internet? The, uh huh, the spectrum, [silence]
01:00
Speaker 2
Hello. I'm sorry, should I set up the... What are you trying to set up, ma'am? Hello? No internet. Who is your internet provider?
01:00
Speaker 1
Hello. I'm sorry, what? I already told you it's um um Time Warner. I mean Spectrum. Spectrum. So it'll be five zero D S and D E N N I. One zero M. To seven C one zero eight six six. To seven the letter C one zero eight, six six.
02:00
Speaker 2
[silence] hello. Hi. Hello, what is your Internet provider, ma'am? Your Internet provider, who is your Internet provider? Fabtran. Okay. Okay. So right now you don't have internet connection from your linksys. May I have your serial number, please? [silence] I'm sorry. 5010M. What is after the M, ma'am? 127. Okay.
02:00
Speaker 1
Three. Three. Red. Don't be solid. The three of them are; red solid. I'm sorry, what? Go ahead.
03:00
Speaker 2
Okay. I just need to check on the exact, just give me a couple of seconds, okay? How many landis devices, you have them in total? three, so you have a parent and a child. What's the letter of the parent's note? solid red or flashing red. solid red. Did you try pressing the button underneath? Okay, so what I have here. Yes, I'm sorry, ma'am. What I have here is that you're using an MX [REDACTED_PAYMENT_DIGITS] And, uh, [silence] you have the box. And it says insert the card. And, um, just when you're trying to know, I'm just trying to see, is there any competitors' names, are there instructions? What ex-- what would you say? Cause I keep reaching out to you. And there's no, um, somebody that needs to know more. Like, um, is there a person that could take my details Red light on the top. Did you try to press any button, ma'am, underneath your parent node? Okay. Okay. Uh, and, um, okay.
03:00
Speaker 1
Yes. Yes. Yes.
05:00
Speaker 2
this one ma'am. Before we proceed, I just need to create a ticket for you here in case we get disconnected and I could call you back right away, okay? Let me start with your first and last name. I'm sorry. Is it, am I speaking to miss Laura Quisada? Okay. The email address I have here, ma'am, that will be MZLauraZ at yahoo.com. Okay. Okay. Are you still there, madam?
05:00
Speaker 1
I'm looking at on my computer hello okay what do you need yes uh huh well my computer don't have internet neither my computer don't have Wi-Fi my phone does
06:00
Speaker 2
See your Wi-Fi network name the name you created for your Wi-Fi. Still have that? Okay. Do you have a computer that we can connect via Ethernet? Yes, ma'am. Yes. Do you have a computer that we can connect via Ethernet? Okay. Yes, but is it capable for just uh for um wired mem like no Wi-Fi?
06:00
Speaker 1
Am I computer capable of connecting to? No. That's nothing on there. Yes. Yes, ma'am. I can see it. Okay. It just says no internet. Wi-Fi. Okay.
07:00
Speaker 2
I mean. What I mean is that is your computer capable of connecting via Ethernet cable, not just via Wi-Fi? Yes. Via Ethernet, ma'am, wired. No, so just Wi-Fi. You can still see your Wi-Fi network, ma'am, right? The name you set up for your laptop. Okay. Okay. Can you try to connect your computer even without internet connection? [silence] No more signal, ma'am. Okay, so there's nothing on the screen. Okay.
07:00
Speaker 1
Madison Wi-Fi. Okay, there I got, my internet. You don't allow me. You don't allow me. I just tried. It no, it says no internet when I go, I turn on the Wi-Fi. It don't allow me. Okay. Okay, it's open.
08:00
Speaker 2
yes, but you are already connected. it's just that we are not getting internet yet. anyways, ma'am. anyways, ma'am, yes. can you please open a browser on your computer? [silence]
08:00
Speaker 1
Go ahead. Um, the not let me. It says, set the dyno or press space to play. Disconnect uh internet disconnect. Uh, the one on the top. The one on the top. Mhm. I'm not sure. Okay, what do I do? Uh. Mhm. Just a moment. Um.
09:00
Speaker 2
Yep. Yes, hello ma'am. Okay. Can you do it again? Uh, can you please go to the settings, ma'am? Settings of your computer.
10:00
Speaker 1
OK. Playboy you? [I'm] OK. And I type the number you gave me?
11:00
Speaker 2
Yes, that takes of your computer. On the settings. Go to Wi-Fi. Okay. Ma'am, are we on the settings? Ma'am? Yes. Okay, on the settings, go to Wi-Fi.
11:00
Speaker 1
I'm on the settings and then I go into where's fine. I gotta click on when I click on settings, when I click on settings, take me to the let me see, there's no there's been there's no nothing there says Wi-Fi. Accessibility reset settings performance. That's all it's face. let's see more settings i don't see nothing on the wi-fi okay okay it says and hold on now internet internet access device cannot access other
12:00
Speaker 2
[silence] Yes, ma'am, right now you are connected to the name you have, you have set up for your Wi-Fi, right? Can you check if you can see the details or any information that you can see under Wi-Fi? Tap on the name and you will route it to a details page.
13:00
Speaker 1
Devices on your local network. Okay. So you want me to, um, what do I do next. It's a HP, it's a HP Envy. Envy. Mmm-hmm. Uh-huh. Is there a search. Okay.
14:00
Speaker 2
Okay. It seems that we don't have the information in here, ma'am. What is this computer that we are using right now? What kind of computer is this? Is this a Mac, HP? Okay, so a Windows computer. Yes. Okay. Can you check on the bottom of your computer screen? You have your search tab. Search tab. On the bottom of the screen. Okay, on the search tab, ma'am. Yes. On the search tab, can you type CMD? C for Charlie? M for mother? D for dog? For dog. For dog. For dog. Can you do that, please, ma'am? There is a search tab.
14:00
Speaker 1
okay. Okay. What else? Uhum. I tap on it. Uum, let me see. Okay, we don't do anything. Okay, it says command prompt and there's a X next to it. Uh, Let me click on the X. Uhum.
15:00
Speaker 2
[KEEP_UNCERTAIN] yes. on the uh cmm on the search you did, there is this command prompt. type in command prompt please. uh-huh, yes. did you choose tmd, ma'am? tmd. command prompt, yes. okay. choose. no ma'am. you have to click on the command prompt itself. the the word itself. [silence]
15:00
Speaker 1
I know, I did but it don't let me let me see it it let me do anything. There's a plus and a check next to it. I click on it nothing. Happens. If I click on the excuse me so I click on the egg I mean on the check and it says Windows PowerShell command prompt. Then we click on here. No, it don't let me do anything. It says command prompt. Okay, what are what am I supposed to type?
16:00
Speaker 2
is not allowing me to type anything on the black screen miss uh... yes
16:00
Speaker 1
Yes, it's a black screen. Can I type what? I? I T? Can you spell it, because I don't understand you? Uh-huh. Oh. Okay. This is media.
17:00
Speaker 2
See a black screen, ma'am. When you choose command prompt, it will, yes, that's good. Okay. Can you type I. P. config? All small letter on the black screen? Yes. Okay. I India, P for Paul, C for Charlie, O for Oscar, N for Nancy, F for Freddy. I for India, G for George. IP config and then press Enter once you're done with the. Okay.
17:00
Speaker 1
Media disconnected.
18:00
Speaker 2
Do you need a computer? The default gateway. Okay. Look for that IPD4, subnet mass and default gateway? Maybe.
18:00
Speaker 1
Hello my IP address. Yes, I see way system IP v4 address. This is one nine two point one six eight point one point one. um, hold on a minute. Uh, okay. We're going to um,
19:00
Speaker 2
Yes, hello, ma'am. Do you see the default gateway now? It should show up on one of theof the Yes, how about default gateway? What is the default gateway? Uh-huh. Okay, that's very. default gateway. Okay. Copy that number, ma'am. And then let's go back to the browser of your computer. Type the paste that number.
19:00
Speaker 1
12, 192. I'm barely tapping the numbers. I'm getting a warning when I try to access my router settings in the browser. Okay.
20:00
Speaker 2
yes, type the numbers on the address bar again, ma'am. the number you just took from the uh command prompt. okay. what does it say ma'am? okay. yes. yes, yes, you are on the right page, ma'am. uh scroll down, there is a continue button on the bottom. continue.
20:00
Speaker 1
your connection is not, [[silence]] Okay. your connection is not private. Yes. Okay. And then, [[silence]] says height advanced back to safety, proceed to 192. Okay. That will keep your Wi-Fi handy. Okay. Okay, the router access router.
21:00
Speaker 2
Okay, can you look for the advanced button on your computer? Okay, what does it say, ma'am, when you press Advanced? Yes, that's it. Proceed to unsafe please. That's good. Okay, that's good. Go to continue to link to Linksys Smart Wi-Fi. Okay, do you remember creating a password for your browser, ma'am? [silence]
21:00
Speaker 1
I don't maybe I did only the Wi-Fi. Let me see. I was trying to okay incorrect type so we go with reset password. Okay, enter your recovery key. The recovery key from any of the of the notes or what? It is it's I'm sorry, it says enter recovery key. What do I pull? That's what I was saying. If I do that, let me see.
22:00
Speaker 2
Okay. Okay. Do you see a reset password option just on the same page? Reset password. No, ma'am. Just on the parent. No. There's a five-digit number. Yes, ma'am. The recovery key is located underneath the parent node.
22:00
Speaker 1
It will be uh 309 64 oh okay. Okay credit administrative password or hint. hello Cat town administrative password or password hint. Okay. Administrative password. Okay. Let me put it right here alrighty.
23:00
Speaker 2
ma'am it asks for you to create a password right? you have to create one ma'am. it is asking you to create a password [silence]
23:00
Speaker 1
Okay. Okay, what is that? Oh, it says at least 10 characters upper and lower. Oh, shoot. Okay. Let me see if there's one good on a specific character. That's how you, okay, let me see if there's one word. Okay. Unexpected error 2298. Mm-hmm. If I You're asking me to go.
24:00
Speaker 2
that two two nine eight okay so let me just take a note of that error message ma'am okay error two two nine eight okay can you try to do it on a different comp ah different um browser on your same computer ma'am same number same process and how we get to that page
24:00
Speaker 1
where okay so where we gonna go mm-hmm okay let me see okay we're at advan continue advan no okay let's see keep your Wi-Fi a continue
25:00
Speaker 2
A different browser, ma'am. [silence]
25:00
Speaker 1
Okay, it says, you previously enter incorrect password. Remaining attempts: four. So, I click "Reset Password." Okay, enter the recovery key, which I forgot what it was. [silence] Okay. [silence] And then it says, "Administrator password." Okay. [silence] [silence] Okay. [silence] Okay. [silence]
26:00
Speaker 2
Okay, go ahead. Yes, reset password.
26:00
Speaker 1
another error again trying to see my day it says this detail we encountered an unexpected error it is it takes another error to to my name Will you be able Will you be able to hold on a minute hold on will you be able to check if it's the node or is it my main connection the cable?
27:00
Speaker 2
20. Okay, so that's, yes, ma'am, that's blocking you in accessing the user interface. And unfortunately, ma'am, we already tried two browsers and it has the same error message. So, what will happen is that we will reset your router. Okay. Okay, so underneath your lens.
27:00
Speaker 1
Will you be able to tell? Okay. Go ahead. Okay. Yeah, I cannot connect the wire.
28:00
Speaker 2
no ma'am because haven't not no ma'am we cannot uh tell yet if it's a modem issue or a router issue because we don't have a computer that is that can be connected wired so the reason why I ask you ma'am if you have a computer that can be wired is uh we're about to check on the modem though you already called your internet provider ma'am but they can't um confirm if your modem is working yes there is internet they can detect internet from the outside but on your modem it's not sure if there is or not yes so uh on the settings of your links this meme if we can get through that we can check if it's a modem issue or if it's if it's a router issue but right now
28:00
Speaker 1
so what are we gonna do Oh Yes, please. If You're going to take long, I think it's All right. Okay, well, let's try that.
29:00
Speaker 2
Your, um, The concern we have is not just the internet connection, but you can't get through the user interface. So reset will be the last option. Reset will be the last option for this one now. Um, Yes, as I've mentioned ma'am, the only thing that we can do is reset. Would you like to go ahead with the reset? Okay. Yes, unfortunately, yes, ma'am. Okay, so how about this? Okay, yes ma'am. Uh actually that's the only way we can get through the interface to check if it's still working or if you have to get in touch with support.
29:00
Speaker 1
Okay. Hmm. Okay. Do I turn off? Blue. Are you there? Okay.
30:00
Speaker 2
[silence] So underneath your Asus router. You have there our reset button. Okay. You have to press and hold the reset button for 15 seconds ma'am. Yes ma'am. Okay. So you have to press and hold the reset button [silence]
30:00
Speaker 1
I did. I did. It's already blinking blue. I don't need to match with the other two, right? We got two nodes? Okay. Okay. [silence]
31:00
Speaker 2
That's good. Okay, let's give it a time. Let me know if the light on the top turns steady pink or purple. We will do that. We will do that later on, ma'am. We will focus first on your main router.
31:00
Speaker 1
No, it's still blinking blue. What it's from pink? to Wi-Fi? Mm-hmm. Let me see. Oh, it didn't let me.
32:00
Speaker 2
Is it already pink, ma'am, or purple? Not yet. Okay, give it more time, ma'am. It's booting up. Okay, that's good. That's the right color we are watching the. So, back to your computer. Kindly go to Wi-Fi settings. What settings of the Wi-Fi for your? on your computer.
32:00
Speaker 1
Let me, I'm getting there. Okay. Okay. Okay, it's right here. Okay, I clicked on it. And it says no internet secure. [silence]
33:00
Speaker 2
[KEEP_UNCERTAIN] I'm sorry, but do you see the wifi name vex, uh, do you see the wifi settings, ma'am? [silence] Okay. [silence] Okay. [silence] So, uh, uh, on the wifi settings, kindly look for the wifi name, belop set up, uh, set up, uh, B49.
33:00
Speaker 1
Yeah, it says no internet secure. I'm sorry, what?
34:00
Speaker 2
Okay. OK. Can you unstack that if it says connected, no internet? Are you connected even without internet? ma'am? On the develop setup name. Uh-huh. Yeah. Yeah. MP mm-hmm. Moving it
34:00
Speaker 1
checking network requirements no internet secure. No internet secure. No internet secure. Oh, Jesus. No internet secure. [silence]
35:00
Speaker 2
No internet to share, but you are contact right? What does it say ma'am? [silence]
35:00
Speaker 1
The Wi-Fi is so go ahead. Okay. Hmm. Oh, there it's going. Okay, we're going to continue.
36:00
Speaker 2
Okay, back to your browser, please. Okay. Okay. Okay. 1168-1.1. One nine two. dot 168 dot one dot one.
36:00
Speaker 1
New you. And then, it says, near buy shares on based on your previous session switch on Wi-Fi has enabled nearby share, okay? And on this one, it says download the, Linkit app setup. hello okay what do I do now? it says, "let's get up, uh, let's get you up and running download the Linkit app uh for setup."
37:00
Speaker 2
Yes, ma'am. Can you read type? Yes. What does it say on your computer screen? 1916. eight one. one. Skip on the it. and That's good. Yes, that's good. You're on the right page, ma'am. Can you tap the picture of the phone on your computer? [silence]
37:00
Speaker 1
Okay, let me do that. Okay. okay, You, okay. uh, it, it uh, it didn't let me do it. hold on. It just uh took me, just took the picture and that's it. Let me see, how to use uh-huh.
38:00
Speaker 2
Okay, so what does it say ma'am? Uh-huh, okay, that's the picture. And what does, what does,
38:00
Speaker 1
You just say this QR code directed to the Apple store download the page for them. Uhuh. Uhuh. That's what I did, but it's not even taking me nowhere. You just send me to the Google and that's it. Uh, you see, I'm trying to, but it's not letting me. Yeah, it's not going nowhere. I'm sorry, what?
39:00
Speaker 2
No, it's the same on the same page. You have on that same computer screen you have right now ... you have there a picture of two cellphones. Okay, can you tap on the picture of the phone on ma'am? Okay, even if you tap on the two phones, that means two phones picture ... even if you tap on the
39:00
Speaker 1
I think it took me, yeah, this time it took me. Okay. Let me see it say the link scheme. Okay. So, now what I do? It's share. No, it just says links. It's my Wi-Fi management free share. And then it show me um data link to you. Data not linked to you. Information. Develop a website. Privacy. Uh, and that's it it show me. Netgear. Um show me different Wi-Fi.
40:00
Speaker 2
Okay, that's good. yes, ma'am. Right after you tap on the picture of the phone, it should ask for you to log in using your router password. Okay. It seems that we are not on the same page, ma'am. Just give me a couple of seconds, okay? Stay on the line please.
40:00
Speaker 1
Wi-Fi. It's not, it's not asking me to download the app, it's not. Just shows the page sure. Customize your Wi-Fi, see who's online. Set of your Wi-Fi, Wi-Fi with ease. Mm-hmm. Okay. Five times. [silence]
42:00
Speaker 2
Okay, ma'am, can you do this please? Underneath your parent node, you you have a result button. Can you please press and each five times? Not two fast, not two slow. Yes press. This button five times.
42:00
Speaker 1
Is blinking like, uh, like a light pink. I don't know why you want to take me to the page. Okay. I hold on. I I did another one another picture. It says update. Okay. I'm going to update the the app. Okay. Is uploading? Open. It says log in.
43:00
Speaker 2
Okay. What does it say on your, ah, what's the light read on there, Emma, sorry, at the top after that five press? Yeah, don't uh check on that.
43:00
Speaker 1
Come on email, yes it's blue now, no it went it went back to read Oh Jesus it went back to the read. Yes, let me see. Uh huh well it says no internet I click on
44:00
Speaker 2
no ma'am, it should not ask for an email. Did you do the five press ma'am on your linksys router? [silence] okay, that's good. okay. before we proceed with that, before we go ahead with that, [silence] okay. can we [silence] Ma'am, uh stukyrat? [silence] okay. can you if your computer is still connected to the volunteer set up name?
44:00
Speaker 1
when it says not internet secure, when it has the QR thing uh huh, I'm there this is where I was that it takes me to to log in
45:00
Speaker 2
Still no internet secured. Okay. Ma'am, go back to your browser, okay? And on the page, ma'am, asking for you to download the app, tap thing 192.168.1.1. Let's go back to that page, please. Yes. Okay? Tap the picture of the phone again. Yes. Okay, log in.
45:00
Speaker 1
it says already using a lynch product login right this is what i was at earlier that i was telling you okay let me put the password okay the wrong okay the wrong okay the wrong the the wrong okay the wrong okay wrong okay well i did change it earlier let me see it says it's the wrong
46:00
Speaker 2
Is it asking for your router, password or access the router, right, log in, yes. Um hm. Um hm. Wrong email address and password combination. [silence]
46:00
Speaker 1
[silence] Does say [silence] use router password. Right? [silence] Okay, [silence] it says [silence] open your phone and find and tap on the Wi-Fi. Uh-huh. And [silence] Okay. [silence] Okay, it says [silence] use router password. Right?
47:00
Speaker 2
Ma'am it should there should be another option ma'am to log in using the router password or just access your router. Yes use router password. Okay. Ma'am the reason why we can't go inside that page is that you're on the Lyft app. Can you go back to your computer please? Yes because there's no need for you to download the app for this one. Okay on your computer on the 1 9 2 1 68 1.1 page where you have the warning page
47:00
Speaker 1
install the one that I have this on the local disk, okay, okay, all right, okay, So what do we do on the computer? [silence] Just a minute, I'm putting the the number I'm putting the the number that you gave me. [silence] and is it link I'm getting, uh, do I put continue?
48:00
Speaker 2
No, ma'am, we will not like, we will not need the app for now, ma'am. We don't need need the app for now. We just need your computer. Okay. On the 192. Yes, on the 192.168.1.1, you will see a warning page. Okay. Lenses, why am I getting this warning? You have to skip on that warning page, skip on the other warning, your connection is not private. And you will be routed to continue. Yes, ma'am. Continue.
48:00
Speaker 1
Jesus Christ. Okay, says on load the link the up for setup. Uhum Uhum Uhum Uhum there's two phone over click on the one on the top or they're both the same? Okay, okay. All righty. Okay, is I'm lower.
49:00
Speaker 2
Okay, no need for you to download the app ma'am. If you can see on that same page, that says keep your Wi- Fi handy, download the app for a setup. Then you will see below a picture of two cell phones. Below you have a QR code and a QR code for Apple and Android. No need for you to get that QR code or that app or that link to this app. You have a picture of phone on that same screen. You have to tap the picture or click the picture of the phone. Yes. Any of those, ma'am as long as it's a picture of the phone. Yes.
49:00
Speaker 1
It says access router password. uh hold on. so uh I'm supposed to put what? ugh mid ATM IT. oh oh okay okay. Okay. sign in? we uh we updated our password.
50:00
Speaker 2
That's it. Yes, that's it. You're on the right page. Now for the password, ma'am, you have to use for now admin, all small letters. Just admin admin. No, ma'am. Admin A for Alpha, D for dog, M for mother, I for India, N for Nancy. Admin all small letters. Mhm. Yes. It will say we updated your password requirement. Yes. That
50:00
Speaker 1
We are a dated our password requirements to be more. I gotta create a new one. Create a new one. Administrator password. So I need to put another one. Okay, it's not before my. Yes, uh okay. Alrighty, reset. Waiting.
51:00
Speaker 2
Great. Create a new one. Yes Great. Great. Create a new one. Yes. Yes. It will be your personalized password for you to login on this page. This is not your Wi-Fi password, ma'am. This is just for the router password for you to login on the user interface. So, Great. Great. Yes. Create a new one. 10 digit long. Should have upper case, lower case, special character and number. Yeah. All right. OK.
51:00
Speaker 1
okay? It's my wife too. No internet connection. Mhm. Mhm. Mhm. trouble shooting. Okay. Okay. Let me see. Yes. The status is, pipe says request reached, this Laura. That's the name of the Mac IP connection. Okay.
52:00
Speaker 2
Okay, that's good. Smart Wi Fi tool, network status. Okay, ma'am, go to the left side. You have there troubleshooting. Yes, under troubleshooting. Yes, under troubleshooting, ma'am. We have three options, status, diagnostic and logs. Stay on the first tab, status and check below status. Ma'am, you have there report. Report, ma'am. [silence]
52:00
Speaker 1
report. okay. uh-huh. There will be one point 1.7.210469. okay. let me go. uh-huh. This internet, what do you need?
53:00
Speaker 2
DigitaP report. Okay. All right. So, first information that you will see on the report, that will be software. Can you provide me the version please? 210469. Okay. This is the most updated version. Can you scroll down, same page, just scroll down ma'am all the way to the bottom. You will see there ports. Yeah.
53:00
Speaker 1
It says internet on one gigabyte. OK, let me, OK, click on diagnostic. Uh-huh. OK. Let me see, internet address. Mm-hmm. No, it just says IP before and then,
54:00
Speaker 2
Yes. What is the, where is the X mark on in the internet port? That's it. So the ethernet connection was detected. Okay. ma'am, let's move now to diagnostic. Second tab. Yes. Mhm. Okay and go to the lower right. There's this IPV4 address. Internet address below that you have IPv4. Do you have any number on IPv4?
54:00
Speaker 1
Okay, okay, so that's why. So is Juul going step by step and wasting your time? I'm so sorry.
55:00
Speaker 2
Okay, so this is the reason why you're not getting internet connection, ma'am. It's not your router that is defective but it's your modem that is not providing you internet connection. You mentioned earlier that you already called Spectrum and they confirmed that the modem or that the on their end your internet is working. But it's your modem ma'am that is not providing you internet. There might be internet from Spectrum. directly to your house but it's not but the first device where it is connected is not working, so the first device that I'm referring to ma'am is your modem the one connected from the outside and to your Lynxestor. Okay. So, yes. [silence]
55:00
Speaker 1
Okay. Okay. Okay. Can you call me probably
56:00
Speaker 2
That's okay, ma'am, because we can not really very tire we can not really verify where's the video coming from if we don't do troubleshooting. Anyways, ma'am, um, here's what you need to do. Uh, please call spectrum. Let them know that you managed to access the user interface. You reset your router and manage to access the user interface of your links. And you confirm that there is no internet IP address from the modem. Okay. Okay, and I will provide your ticket number, ma'am, for the rest of the troubleshooting. Okay? Because we still have to ad you still have to ad your child's load. Uh, I'm referring to the other uh to the two other loads ma'am. So, um, I'll provide your ticket number. If I will be available, I'll give you a call back. Just look for me. Um, if I believe him, if you. Uh, if you will uh call them right now, man, they'll be able to assist you uh right away. So how about I give you a call after 30 minutes if I'm available? And, Um, Okay, so I'll give uh I'll uh uh do you have any ticket number? I'm sorry, do you have any uh paper? I'll provide you uh your ticket number for your reference. Okay, so your ticket number is LCS Lima, Tango, Sierra 00 LCS LT,
56:00
Speaker 1
I guess. Okay. Okay. So I can close that. Do I leave that screen open for where we were at and do I close this? Okay, but but when I use, but the one for my, that pattern for my wife-eye will be the same one that I had before, right?
58:00
Speaker 2
Yes. No, ma'am. It's L for Larry, T for Thomas, S for Sugar. Okay, zero zero 133 double four seven. Okay, so it you can just uh close it for now, ma'am. 'Cause we uh anyways, just make sure to remember the password you created before we get uh inside this page. Okay? So that we can also go back to this page again. Okay, so uh just in case ma'am, I won't uh we will set that one up later on, ma'am. After you have your [silence]
58:00
Speaker 1
Oh, okay, okay, cuz I wanted to stay with the same one. Okay, alright. Well, thank you very much. Okay, thank you very much for your patience. Alrighty. I will. Thank you so much. Bye bye. You too, bye bye.
59:00
Speaker 2
your internet working again. Yes. Yes, yes, no worries, we will do that for you. Okay, ma'am. You're welcome, ma'am. So just in case, ma'am, I won't be able to get to contact you or call you within 15 minutes. Uh you can give us a call. If I will be available after uh if I will have a call and I'll be available after that, I'll give you a call. You're welcome, you're welcome, ma'am, happy to help. Just give them a call, just let them know that your modem is not working and you have a proof. Okay. You're welcome, ma'am. Have a good day and please stay safe and talk to you later.
59:00