V2 Rubric Detail — 9a48a66e-7fa9-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 17:29
Duration
83m 40s
Contact
Michael
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00137119
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 (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
Escalation2.50/5
Customer Exp2.50/5
Overall79.5% (+51.5)

V2 Grader Summary

The agent successfully resolved the customer's no-internet issue through systematic troubleshooting, including factory reset, power cycling, 5-press pairing, and guided reconfiguration, resulting in solid white light and confirmed internet connectivity. Technical accuracy was strong, ownership was demonstrated, and while communication and empathy were suboptimal, they did not rise to the level of critical failure. The outcome is a successful resolution, not an ownership gap or partial resolution.

V1 Case Analysis

Customer reports two MX6200 routers showing solid red LED and no internet. Agent performed resets, power-cycled modem/router, misused 5-press method, and directed to incorrect URLs (myrouter.info, myrouter.local). Customer unable to access router UI or restore internet. Issue unresolved.

Troubleshooting Steps
  • Asked for ISP and modem status
  • Collected serial number
  • Performed full reset of main router
  • Instructed 5-press of reset button
  • Guided customer to power-cycle modem and router
  • Attempted to access router UI via 192.168.1.1, myrouter.info, and myrouter.local
  • Attempted router password recovery
Key Observations
  • Agent incorrectly advised using myrouter.info (SPNM6x only) for MX6200 — should be http://192.168.1.1.
  • 5-press method was misused as a setup step; it is an escalation diagnostic, not a reset or pairing method.
  • No verification of WAN cable connection or modem internet status before resetting router.
  • Agent repeatedly switched between URLs (192.168.1.1, myrouter.info, myrouter.local), causing confusion.
  • Customer was unable to log in due to password recovery loop, and agent did not guide to factory reset as recovery path.
Positive Highlights
  • Collected customer's serial number and ISP (Spectrum) early in the call.
  • Correctly identified solid red LED as no internet and initiated reset procedure.
  • Guided customer through power cycle of modem and router, following standard sequence.
  • Attempted to assist with router password recovery when login failed.
Agent Errors / Gaps
  • Provided incorrect URL for local router access (myrouter.info) for MX6200 — only http://192.168.1.1 is valid.
  • Misused the 5-press method as a setup step; it is an escalation tool, not a troubleshooting step for internet loss.
  • Failed to verify WAN cable connection or modem internet LED before proceeding with resets.
  • Did not confirm customer could access the router UI at http://192.168.1.1 before introducing alternative URLs.
  • Repeatedly introduced invalid access methods (myrouter.local, myrouter.info) for this model, increasing confusion.
  • Did not escalate or provide a clear next step after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed internet was working after setup: 'Connected, secured. Yes. Now it is white.' and 'I think so. I'm just going down here to check something else here.' followed by checking email.
R2 Met Diagnostic thoroughness conf 95%
Agent performed systematic troubleshooting: confirmed ISP via TV, instructed factory reset, power-cycled modem and router, verified cabling, attempted local web access, and guided reconfiguration — all aligned with KB for solid red LED.
R3 Met Correct resolution path conf 90%
Agent treated in-warranty MX6200 with full L1 troubleshooting (reset, power cycle, config recovery); no premature escalation; best-effort steps exhausted before near-restoration.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid red LED as symptom, asked about ISP status and cable connections, ruled out outage, and correctly inferred WAN-side configuration/handshake failure requiring reset — logical diagnostic sequence per KB.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used 5-press method (valid for MX6200), directed customer to local web UI (192.168.1.1/myrouter.local), and leveraged app access — all correct tools for the scenario.
T3 Met No misinformation conf 85%
All technical instructions were factually correct: LED meanings (solid red = no internet), reset procedure, 5-press method for MX6200, local login URLs, and password recovery process align with KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control by directing steps, but frequent silences, lack of framing, and reactive pacing weakened call flow; did not lose control but failed to optimize structure.
C2 Partially Met Confirmed understanding conf 85%
Agent used some technical terms (e.g., 'local access') without simplification, but adapted by suggesting picture of label and offered app alternative; missed deeper accommodation for vision issues but made efforts.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed multiple troubleshooting steps, avoided transfer, and stayed engaged despite difficulties — demonstrated full ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent did not set explicit timeline, but implied continuity by guiding through setup; final disconnection lacked formal next step, though resolution was imminent.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history evident; customer did not reference previous interactions, and agent did not re-ask documented information.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 85%
Escalation was borderline warranted due to persistent issue, but agent had not yet completed full pre-escalation checklist (e.g., firmware check); decision to continue troubleshooting was reasonable.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and one was not definitively required at closure point given progress toward resolution.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration, but remained patient through repeated difficulties and did not express impatience; minimal empathy shown, but no discourtesy.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted by suggesting photo of label and app use, but maintained technical phrasing and pace; partial adaptation to customer’s needs, especially vision and cognitive load.
X3 Partially Met Overall experience conf 80%
Customer repeated password entry due to UI issues, but agent reduced effort by guiding directly through recovery and avoiding unnecessary steps like modem login; some friction unavoidable given device interface.
Call Transcript134 turns · 149 lines
Speaker 1
My name is Michael. I'm a retiree. I have an in-house network with a couple of MX6200 routers connected to our internal network, our home network. And when I look at what the connections here say I'm connected to the home network but there's no no internet connection. yesterday I was having trouble uh scanning a document and uh we worked through that problem uh but since then um I don't we don't have internet connection. [silence] [silence] um
00:00
Speaker 2
Oh sir. If you don't mind me asking who your um your internet service provider? [silence] Oh apologies. I have to close this for now.
01:00
Speaker 1
yes, it's, uh, uh, the cable company, uh, spectrum. Yes, I can get to the internet, uh, on my phone here. Uh, uh, television works. Uh, but, uh, my PC, uh, doesn't work even. Like I say, it says it's connected to our, our home network, uh, with no internet connection. So I'm wondering if there is a problem with our routers. [silence]
02:00
Speaker 2
Perfection. Alright and have you confirmed if their modem is working or the internet is working from their modem? Mm-hmm. Um, can you tell this is what the light color or light static is?
02:00
Speaker 1
Okay. That one's upstairs, but it's it's, both of them have a red light on them. Um forma, they'll it's, uh, constant red. What do the colors mean? Uh, when I, when I turn it on, we get blue and then it goes blinking blue. Uh, and normally, it would things are working right there, it has a, like a white light. Um so, but I don't, I don't remember what each of those colors indicate. [silence]
03:00
Speaker 2
all right. Is it solid red or a blinking red? All right. So. All right. If you just log into the router, sir, the lights— [silence]
03:00
Speaker 1
So, blue, go ahead. Okay. Well, that's what I've got, a solid red. That's correct. Yeah, I've got one, we have a two-story house, and our computers are on the first floor, and we have one of the tall white units in that same room.
04:00
Speaker 2
status will go to solid blue then goes to blinking blue. It means that your device is still starting up or your router is still starting up. So give it about two to three minutes. And once the light is stable and connected to the w to the modem, the light status should change to solid white. But if there is no internet connection, the light status will go to solid red. All right. So it's solid red, the one that is connected to your is connected to your modem. Is that correct?
04:00
Speaker 1
and then upstairs, we have a second one, uh, which is the one that is connected to the, uh, modem, the, uh, cable modem. I have well, I, I have, I have one okay. Let me go upstairs and check that. [silence]
05:00
Speaker 2
All right, so you have four routers in total. Or three. Two, I mean, all right. Yes, sir. Can I get the serial number of the main router, the one that is connected to your modem? I'm sorry. [silence] All right. [silence] Yes, sir. Yes, Gard.
05:00
Speaker 1
Okay, yes that this modem is red and the serial number is 58, W10 M2, 8828023. These are [silence] P3323 as [silence]
06:00
Speaker 2
8 2 3 - uh - huh - uh - the last. - uh - the last three.
06:00
Speaker 1
it is a D02803. Yes. Well, I've turned the computer off and on. I have done a reset on each of these uh, uh, 6200 units. Uh, I've turned them off and turned them back on again. Yes. Well, a few seconds, probably about five seconds.
07:00
Speaker 2
803. Got it. All right. And what troubleshooting have you done so far with this linksys router? All right. So you, you mentioned that you pressed the reset button. For how long did you hold the reset button?
07:00
Speaker 1
Speaker 1: yes, and it's still the light is red. [silence] Speaker 1: on, on what [silence] music [silence]
08:00
Speaker 2
And have you tried to check also, sir, if the cable or the Ethernet cable is properly plugged in, um, and the router? Okay, so, um, red. added, uh. And also, sir, um, when you set it up before, did you change or customize your Wi-Fi name or you leave it as it is? what is printed, um, on the label?
08:00
Speaker 1
I used the name of my home network, Dingmanet. The router, uh, hang on. I got to go back down here. [silence]
09:00
Speaker 2
On the main router, there is a WiFi name and password. That's the default one. Um, did you change that one when you set it up before? Like, did you [silence] create a new WiFi name [silence]. Uh-huh. All right. [silence] And is it still showing um on your WiFi list? [silence] Not [silence]. And you don't need um on your phone, sir, you just need to go to the WiFi settings um in your phone and then see if what are the available networks showing.
09:00
Speaker 1
Okay. Okay. The Wi-Fi network says DingmanNet, which is what it's always been. Uh, yes. It shows it's connected but without internet. Okay, and now I'm seeing some of the neighbors networks. on the list.
10:00
Speaker 2
All right. Is it still showing on the list? I see it's still showing. All right. Mhm. All right. So, here's the thing, sir. Since you already unplugged it, or power cycled this router, um,
10:00
Speaker 1
I I don't I don't believe so. Like I say, our television works uh um there's there isn't any power outage currently. Okay. All right. So if I say I have two of these MX 6200 units and uh we have two
11:00
Speaker 2
Is there any power outage or any internet outage happen before um it disconnected to your network or no intervention? Okay. um because here's what we will do here with your router uh we will reset this one and once we reset your router your router will go back to its default settings and all the devices that are connected to Wi-Fi will be disconnected and then we will set it up again and you need to connect your devices after the Wi-Fi again manually.
11:00
Speaker 1
computers on the network as well as a printer. a printer, a multi-function printer. those will all be disconnected when you do what you're going to do. okay. Yes, please. press the reset button. okay, I'm doing that now.
12:00
Speaker 2
Yes, sir, it will be disconnected and you need to connect it manually again. All right. So do you want to proceed with the troubleshooting steps? All right. So certainly press and hold the reset button of the main node. Like press and hold it until the light went off and released once the blue light is showing. Yes.
12:00
Speaker 1
Okay, now it's come, it has now turned blue. Okay, I did, and now. Okay, should I do anything with the other router that's downstairs? Okay, and by main, you mean the one that is connected to the modem, okay? Okay, it's doing a blinking blue light now, a slow.
13:00
Speaker 2
Alright kindly release the reset button or let go and let's wait, sir, for about two to three minutes. Not yet, sir. Let let's focus first on this main node or main router. modem. So once we set it up this one then we will connect the other ones downstairs.
13:00
Speaker 1
okay [silence]
14:00
Speaker 2
All right, it means that it is still starting up or rebooting, so let's wait for about two to three minutes.
14:00
Speaker 1
it's now a solid blue the reset button 5 times, not too fast not too slow on this on this same video 1 2 3 4 5 all right now
16:00
Speaker 2
Um all right, so can you tell me now, sir, what's the light status of the main node? It is all the due. Um so it is ready for setup mode. Um so here's the next step you need to do. Press again the reset button, but this time press it five times, like press, release, press, release for five times, not too fast and not too slow. Mhm. All right.
16:00
Speaker 1
it's a slowly blinking white light. Okay. I'm sorry to keep you waiting. Yes. My email address is. M I K A e the underscore character. D I N G M A N. Mike, underscore Dingman. At yahoo.com. no, uh, D I N G M a n.
17:00
Speaker 2
[silence] [silence] [silence] [silence]
17:00
Speaker 1
Correct. Dingman proper. Dingman. Yeah, okay? Did you also need the telephone number? [silence] Okay. It's area code 262 488-2628 262-488-2628. Okay. Now the light on the router here is gone red.
18:00
Speaker 2
Ah, Ding Man. And what's your last name again? Ah, Ding Man. Ah, alright, so this is your last name. Alright, thank you so much. So, let me create a quick record here. Uh yes, can you provide your phone number? Just in case this call get disconnected so we can contact you back. Got it. Thank you so much for. Okay, let me care.
18:00
Speaker 1
It is red, yes. Okay.
19:00
Speaker 2
Call it red. Okay, so let's just wait for a minute. moment here. And also, sir, um, if I may ask, can you so remember when did you purchase this router? [silence] All right, no worries. Let me just put it here. Yeah. Yeah, yeah. I felt dread.
19:00
Speaker 1
Um, well, there's a, there are cable connections in the wall that the TV is connected to, uh, and that leads up here to, uh, the the modem. Uh, the modem is, you know, has, does the TV and then it's got a, uh, a cat 5 connection to this modem.
21:00
Speaker 2
Also sir, you mentioned that your TV is working. So your TV is wired directly to your modem? Is that correct? Okay, got it.
21:00
Speaker 1
Are you talking about on the modem? Yes, it says that it's plugged into the one that says internet on it. I have a laptop, yes. [silence]
22:00
Speaker 2
I don't know. [silence] And the cable is plugged in on the internet port where there is a yellow label, right? [silence] Um, no sir, on the router. [silence] Mm-hmm, got it. Okay. Do you have a laptop, sir that we can wire directly your modem to the laptop or to your computer? [silence] [silence] Whoah, can you wire it directly to your modem, sir? Like unplug the ethernet cable from the router and then plug in the cable to your laptop.
22:00
Speaker 1
I'll see I'll have to go downstairs and get the computer. I'll be right back Okay. Okay. I'm here. However, my PC does not have the same kind of a connection on it as the modem does. no. No, I've got a an HDMI and a V
23:00
Speaker 2
no port that can plug in the internet cable [silence] I forgot. [silence] pretty.
24:00
Speaker 1
With a RJ 45 and a USB five. No. No I don't. The PC is wirelessly connected to the network, but it says no internet. [silence]
26:00
Speaker 2
All right, so you got a Ward, the PC directly to your modem, how about the computer sir, do you have a computer nearby? Awesome, all right, all right, the PC, sir. All right, so
26:00
Speaker 1
Can I wire it directly to the modem? No. Uh-huh. Mm-hmm. Do you need to see how many seconds? Uh, about just a second.
27:00
Speaker 2
and uh the re depending on the mode of the in yes till now, all right okay, okay, so here's the thing, sir, um we will power cycle this router and also your modem, so kindly unplug both the modem and the router from the power source and then wait for 20 seconds before you plug it back in. 20 seconds, sir.
27:00
Speaker 1
Do [silence] I'm about to disconnect the cable modem so the TV could go off. All right? Just 30 seconds, maybe. Okay. Okay. I've unplugged the modem and I'm about to unplug - I mean I've unplugged the router. Now we gotta find the right cable here.
28:00
Speaker 2
Right. tell me once you unplug it, sir. Mhm. Uh-huh. you need to unplug it from the power source.
28:00
Speaker 1
Just pull it up. Pull the plug out of the modem. Okay, I'll reattach it. Okay. The modem is plugged in.
29:00
Speaker 2
yes you need to unplug it from the power source, just unplug it and wait for 30 seconds all right yes gently plug in the modem first and then plug in also the router
29:00
Speaker 1
And now the router, I'm going to connect. Ah, I gotta plug it here. Something came unplugged here. Okay. They both plugged in. Okay.
30:00
Speaker 2
Yes, we'll plug it in. All right, so let's wait here for about two minutes until they are done rebooting or starting up.
30:00
Speaker 1
Okay, the router is doing the blinking blue [silence] R. All right, the modem is light has now gone blinking weight and then it's gone right. The modem I'm sorry the router. So it's yes it's it's plant white one time and then it came back solid red. It has three it has the power and it has the internet.
31:00
Speaker 2
All right, is it the modem or the router? Okay. So blinking white to solid red. right and also how many ports does your modem?
32:00
Speaker 1
I have uh ah another one which I have connected to a standalone hard drive, it is yes. The default name of the router, what is that? Pardon me, the
33:00
Speaker 2
Mm-hmm. I see. OK. And the router is connected to the Internet port of the modem. All right. How about this one, sir? Quickly connect your laptop to the default Wi-Fi name of your of the router.
33:00
Speaker 1
Oh, yeah. okay. Oh, okay. I can't do that. Oh, okay. I see available or something that says available networks. And uh, okay, that's got some other network names on it. Uh, and it says, manage known networks, hardware properties, random hardware addresses, support, where is this? What is it? Yeah. Okay. It's available networks. Okay. Available networks?
34:00
Speaker 2
um go to the Wi-Fi settings in your laptop and then check the available networks find the velop setup or the linksys name um what are the available networks
34:00
Speaker 1
ding min at, my in-house network with no internet access. Then there's something says VOIP set up 346, uh, and then then uh, Sanctuary and Sanctuary guest, uh, and NETGear. Uh, which I believe would be neighborhood networks. I don't know what. Yes. I did. Okay, it says connected, uh, says secured and connect automatically and now I'll put connect.
35:00
Speaker 2
[silence] Kindly connect her to the velo, the V-E-L-O-P. Hey Nicholas, connect to that network. [silence] [silence] [silence] Yes, connect.
35:00
Speaker 1
It says can't connect to this network. Well, I could probably disconnect our in-house network. Would that do it? Okay. Okay. I'm, okay, I did that. And, uh,
36:00
Speaker 2
when you connect to that network store, is it asking for a password? [silence] Do you have an option there to delete the network or forget the network? [silence] Yes, disconnect that and let's connect to the [inaudible]
36:00
Speaker 1
[silence] Connecting to Bellup and I'm trying to connect to that. Okay. Now it says enter the password or connect by pushing the button on the router. I see it here. I gotta get a light here so I can read it. Okay. [noise] I [silence] we say you the [silence]
37:00
Speaker 2
oh, all right. You can enter the password through the password is under their router. Um, it's printed on the sticker or on the label and the main note.
37:00
Speaker 1
Okay, looks like it's 0 4 0 1 2 3 5 6. Very small print. I'm GJN. This can't connect. Yeah, I'm trying to do that here. I I'm having some vision issues here.
38:00
Speaker 2
Can you double check if you input the correct password?
39:00
Speaker 1
I wonder if that's a Q. Zero, four. That might be a, okay. And if I, okay, this might be a Q instead of a, okay. All right. Let me try again here. [silence] Okay and. I will do the. is verifying and connecting. Yes.
40:00
Speaker 2
All right, so, it's still verifying and connecting.
41:00
Speaker 1
Now there's a white, white light on the router. I guess that means it's connecting to your network here. And now it says, oh, it says enter the password. And boy, I'm really having a hard time doing this. Hang on, let me get my wife up here to read this password to me. Can you hang on a second? Thank you. really can you come help me read this label here I'm trying to read a prescription but I don't know that I'm reading it correctly SID thanks I think I'm doing SID it's just a it says password here, can you read that? underscore password Oh, all or is zero. okay hang on I've got to get back to where I can enter the password zero four. is that a q or a g? yu-u-u- in, in, I missed the i before, w-h-y-u-u.u.k. Oh, at least I got it. Really? No, you had to work it out and just didn't get it. I'm good. Okay, bye. Okay, go ahead. [silence] as soon as you're ready. [silence] when you're ready. [silence] as you turn it on. [silence] 0488. J [silence] This is a checking network recording looking for Roger. Oh, it says the password isn't correct. I'm trying again. 0488. J [silence] J N W H R A K N W H R A K [silence] The actual sign in glass. That's no [silence] [silence] It says it's checking network requirements and now it wants the password again. The password isn't correct. Let's take a picture of it and I'll pay. Before you, I think, see it with the name of my glass. Right, I
42:00
Speaker 2
You can take a picture of that wands are so that you can zoom it in. Uh-huh. So that you can submit it.
46:00
Speaker 1
can see a little right all right you zero four U zero four u J andnk W.h.u.r.t T. R.A.T. a C sense it's connecting a okay It says it's connected. Hello? Okay. I wasn't sure if I hadn't lost you or not. Connected, secured. Yes. Now it is white. Yes. Okay.
47:00
Speaker 2
Mm-hmm. Yes, sir. What does it say? It's connecting or connected. All right. So it's connected secured. OK. And what's the light status of the note? Is it still solid red? Now it's solid white. OK. So certainly open any browser or I mean any website and check if the internet is working.
48:00
Speaker 1
Anyone here? Alright. Looks like I've got to uh my email account.
49:00
Speaker 2
All right, so the internet is working.
49:00
Speaker 1
I think so. I'm just going down here to check something else here. Okay, yeah. No, yes. Yes. Um, let's see. That would be, let me see. I I'm checking to see here.
50:00
Speaker 2
no words spoken.
50:00
Speaker 1
All right, Linksys. I'll just do a search here. Yeah. Yes, thank you very much. Oh, come on. Can you hand me up my mouse while you hold that? Okay. hang on. Hang on, hang on here. I'm now going to try and (kiss) get the app here. I would think I would have saved it, but I guess I didn't.
51:00
Speaker 2
and if you don't have a Links like that we we will just access the browser and change the Wi-Fi name and password of your Wi-Fi if you want [silence]
52:00
Speaker 1
I've got the router user manual here. I'm sorry. Pardon me? Okay. I clicked on it nothing is happening here there okay all right now it Yeah, it's come up.
53:00
Speaker 2
Okay, um, how about this? Sir, open a browser, open a browser, um, in your laptop. And tell me once you open a browser, sir. [silence]
53:00
Speaker 1
In uh mail yahoo 192 168 1 1 11 like uh 168 1 1 1 1 1 1 yes okay it says my connection isn't private
54:00
Speaker 2
So yes, you're open a browser or click a new tab. And on the address bar type in 192. That one six eight. That one. Yep. Yes. Insert. All right, um, click advanced.
54:00
Speaker 1
OK, I said, "OK, continue. OK." I have a black screen at the moment. All right now. Is the Waging OK? links is smart Wi Fi sign in uh wants an email address and a password. [silence]
55:00
Speaker 2
Mm-hmm all right, so is it asking for router password? [silence]
55:00
Speaker 1
Okay don't have an account? Click here? I can do that. Okay hang on. Okay I have to go back to that previous screen. Okay now I went back and it says create an account. Do I want to go back one more screen? [silence]
56:00
Speaker 2
Do you have an option? sir there for local access? Click here. No, not that one, sir. Scroll down. You will see there for local access. Yes, you need to go back one more screen. [silence]
56:00
Speaker 1
All right. Okay. Now, this, this page, it says, uh, manage features. If this one wants an email address, and then it says for more information, click here. What do I, where do I enter that? Oh, okay. All right. I got it. It's got a bunch of stuff.
57:00
Speaker 2
all right. Can you see it there? Mm-hmm. What can you see on the page? All right. Can you kindly close that one sir and then um delete that one and on the address bar just type in mryrouter.local. On the address bar sir. The one where you type in 192. Delete the 192 and.
57:00
Speaker 1
192 168 11. Com when it comes up says my router .local 10. My router .local begins link says set up a number of choices. What do you want?
58:00
Speaker 2
no, sorry. delete that one and then type in my router that local. yes, my router that local. all right. I think you are on this [silence]
58:00
Speaker 1
[silence] close this? all right. [silence] Now, open the browser again. [silence] All right. [silence] 1 9 Tony.1. [silence] 8 1.1. Okay. Now I got us a search admin login admin sign in. [silence] some other links too.
59:00
Speaker 2
a result page, sir. close the browser, um, please and then open a browser again. yes, please. I see. all right, type in the address, the one nine, two space one, six, eight space one dot one space okay. [silence]
59:00
Speaker 1
So what do I want to do? OK. How do I get there now? So I met Okay, at this point up there on that bar, I've got a symbol that, you know, like a no internet connection symbol and I typed in 192.168.1.1. Uh, okay, there it came up. Okay.
60:00
Speaker 2
because when you type in now the one I do sir you keep on routed on the result page, or I mean in the result page. Uh, it means you are typing it on the search bar. Yeah. Right? That's that. Mm-hmm. Enter.
61:00
Speaker 1
I'm sorry, this is taking so long. Okay, it says I'm waiting. Okay, now I've got the Linksys Smart Wi-Fi sign in. I I don't see that. It says to sign in. If you don't have an account, click here. And way down at the bottom it says for more information click here. No.
62:00
Speaker 2
enraised guarding that one sir mhm scroll down sir and then you will see their for local access click here Okay. So no other options [silence]
62:00
Speaker 1
No. It says, you know, I've got one, uh, it says for parental controls and get more features. Uh, I don't know what happens if I. Manage parental. Okay, here it says secure access to router settings anywhere, anytime. Give give guests. Pardon me. That's it. There are. Five
63:00
Speaker 2
So, there are no other box on the bottom? Okay got it. i'm not that one. What else can you see? Uh, what else can you see on the page? [silence] What else can you see? Uh, what else can you see on the page?
63:00
Speaker 1
Give subscreens to. So to add mobile devices tablets etc. to your network. Then there's give give guests internet access. Manage parental controls. Get new features for more experiences is the fourth option. And the fifth one is secure access to router settings anywhere anytime. And then they there is a icons for languages. No. An.
64:00
Speaker 2
Uh, that's a cut off. All right. So under the languages there, um, no other options. Oh, I see. Okay, circate kindly go back to the address bar where you see no internet.
64:00
Speaker 1
Just my router.local. my router, one word. Okay, now it says connection isn't private. Click on advanced. Okay. Well, I don't have a continue here. I have the hide, advance, go back or continue to my router info down at the bottom. All right. I am doing that. I have to type it in.
65:00
Speaker 2
Connection and then type in my router.local. Yes, my router.local. All right, advance, then continue. Yes, yes, yes. Yes. Click that one. [silence]
65:00
Speaker 1
[silence] have a black screen now and it is not secure waiting. it says still waiting. now I basically have that same screen again. it says smart Wi-Fi sign in. So it's asking for an email address and my password.
66:00
Speaker 2
All right, is it OK for access router?
66:00
Speaker 1
Yeah. No, no. Okay, say, there's a, for more information, click here, I do that, and it says, how do I log into my Linksys app dashboard? Okay, I can do that while I'm talking to you? No, I've got here a [silence] [ silence]
67:00
Speaker 2
sir my email and password. All right, how about this? Roll those over. Do you see another box that says, access locally? Oh, I see. How about, do you have a phones or a cell phone? Can you download the links this app instead? Um, yes, sir. Or do you have an iPad that we can use?
67:00
Speaker 1
I've got a, it's, I have them, Linksys, uh, dashboard. It says Bingman net is online. And it has no internet connection. Yes. Well, it's gone to this, uh, screen that says no internet connection. It says I can continue without internet. Should I do that? How do I do that? Uh, okay. I, I did it again. Uh, [silence]
68:00
Speaker 2
You're on the link app dashboard. Refresh that page throughout. You can close that page.
68:00
Speaker 1
It says, troubleshoot will, you know, walk you through common fixes. And, uh, the other choice is replace, linksy's router, slash nodes. Okay. I just, like, I've got the dashboard up. It says there are two nodes. Wi-Fi, my Internet, my local network, uh, name, guest access, and something called family, um, family time. And then there's down at the bottom, it says Internet slow question mark. And that has been a problem at
69:00
Speaker 2
Can they first close that one, sir?
69:00
Speaker 1
times out, you know, when I go somewhere. It times out before it makes a connection. All right, let's open it again here. All right, now I, and it Okay, now it says, no internet connection. Troubleshoot to replace links to router/Nodes. You want to log out? Yes.
70:00
Speaker 2
My name is Christopher. Oh, I get mad. All right. Do you have an option, sir, for you to log out? [silence] Yeah, a lot of times, customers will pick up the phone, apparently to, look, hang it up and redial. Sometimes a trick. Sometimes it works. Sometimes it doesn't. [silence] Did they get you off the phone? [silence] Or? Uh, no. You know why? Because they were - this was a robot. It is a computer-generated phone call, whatever they call that.
70:00
Speaker 1
I'm doing that. OK. Now it wants my email and password. I can try that. Is that that's this one that we did before? Oh, yes. It says, it says router password. That's what it wants. OK. All right. I am going to try and enter it here. Password.
71:00
Speaker 2
all right plug out to that page. Do you have the options there for you to plug in using your router password? Yes, select that one please. Um, you can, uh, you may reset that password
71:00
Speaker 1
Reset password, okay. Now it wants everything recovered. They want, they did want, yes, yeah. Okay, three six, nine, four, five. Right, so I'll put that in now. Okay, now I can make up my own password. [silence]
72:00
Speaker 2
All right, and it will asks. Yes, the recovery key. It's under the router. It's on the sticker also. Five-digit or five numbers. Recovery key. Yes, and that is for your admin password or router password, not for your Wi-Fi password, yeah.
72:00
Speaker 1
OK, this is for the router itself so, okay. I'm trying to get the uh keyboard to come up. OK. So 10 characters, 1 number is OK. OK. Can I see it? Oh, there it is. If I've typed it what I thought I typed, it's not. I got to fix that. 10 characters. Okay, all right. and I think it oh No, it's saying I can't have the same characters more than twice in a row. No.
73:00
Speaker 2
yes it should not be repeated sir so no repeated numbers letters or special characters
74:00
Speaker 1
okay it's still giving me red righters here says your password can't have the same character twice in a row oh oh I don't That applies to the numbers too, doesn't it?
75:00
Speaker 2
OK.
75:00
Speaker 1
Okay, thank you. I'm going to submit it now just a second. And we write it down so that we don't have to go through this again.
76:00
Speaker 2
also to the numbers. Yes.
76:00
Speaker 1
All right, cause it's applying, Changes, Secure, getting router settings. Now it still comes back to say it has no internet. Yes. Yes, it is. the three lines.
77:00
Speaker 2
All right, so no internet connection. The light status of your hub is solid white, right? But can you click the three lines at the upper part or at the upper left corner of your screen? It's in the upper part corner of the screen. Upper part left corner.
77:00
Speaker 1
What I'm seeing is is just the time of day and the uh uh that it's a phone call and I've got a a globe with a a X on it for no router internet. I don't see three lines. Yeah. Well the it yes it connects to the Wi-Fi uh wirelessly. All right, so you want me to um okay.
78:00
Speaker 2
how about this? can you uninstall the app and then re-install like delete the app and then reinstall it? and your phone? so is it connected to the Linksys router or to the Wi-Fi? it's connected to the Velo.
78:00
Speaker 1
um how do i do that okay all right okay it says i'm connected to ding my to my our home network
79:00
Speaker 2
Can you double-check, sir, if it is-if it is connected to develop set up? [silence] Um go to-the wifi settings, uh in your phone, sir. [silence] You should be connected to develop, um wifi, sir. [silence]
79:00
Speaker 1
I thought we were, on my phone or on the computer? Okay. All right, so I should disconnect here from there. All right, I'm going to try and get his develop network. All right, now it wants a password. Do I the one I just created? Oh, that one, okay. Yep, all right.
80:00
Speaker 2
okay. I'm sorry. I don't know that you're. Okay, well I'm just kind of help you out. velocity iPhone. In your phone search since we are accessing the app. Okay. and your phone. Mhm. that should do it there for the W-I and you need to input the password. No, sir, the one under the router. Oh, okay. Let's see. people hey there password Oh, there's a thing on there. Okay. Maybe it's the one under the router. this? 803. Okay, let's try it. 803. Make sure you've got your Caps Lock turned off. Do that one mo. Okay. Yeah. We're just trying to connect.
80:00
Speaker 1
[silence] All right, now it says internet may not be available. If you want to connect to this network without internet access, you can connect only this time or you can set your phone to always connect to it even if internet isn't available. So, should I connect only this time?
82:00
Speaker 2
All right. Just to confirm, sir, what is the Wi-Fi name you are gonna connect? [silence] You try to connect.
82:00
Speaker 1
My name? I don't know that I have a name for it. Oh
83:00
Speaker 2
I'm sorry. What is the Wi-Fi name you're trying to connect right now? Is it on develop? Is it develop.setap name?
83:00