V2 Rubric Detail — 9fdd037e-7be7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:43
Duration
93m 17s
Contact
Eaul Sokolouski
Issue Type
Speed/Performance
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#TE00136620
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6100 - slow speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical0.00/5
Communication0.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall38.1% (+2.1)

V2 Grader Summary

The agent demonstrated ownership and appropriate escalation judgment but failed in technical accuracy, diagnostics, and communication. Core troubleshooting steps were skipped, and materially incorrect technical information was provided. Despite extended effort, the issue was not resolved, warranting escalation rather than closure.

V1 Case Analysis

Customer reports slow 5 GHz Wi-Fi (~90 Mbps down) on EA6100. Confirmed 429 Mbps down at modem. Attempted factory reset and admin access via myrouter.local; customer encountered license agreement screen. Agent provided incorrect gateway IPs (10.220.205.1, 10.0.2.05). Firmware update initiated but hung on 'installing firmware'. Escalated to Level 2 with callback scheduled for next day at 4 PM EST.

Troubleshooting Steps
  • Ran speed test directly on modem (wired) – 429 Mbps down.
  • Suggested factory reset of router.
  • Guided customer to connect to default Wi-Fi SSID and open myrouter.local.
  • Attempted to identify IP address and gateway via Windows CMD.
  • Checked firmware version and initiated firmware update.
Key Observations
  • Agent provided multiple incorrect IP/gateway addresses (e.g., 10.220.205.1 at [52:00], 10.0.2.05 at [59:00]), contradicting KB guidance.
  • Agent incorrectly stated EA6100 would become obsolete in July 2027, with no basis in KB or policy.
  • Factory reset instruction specified 30 seconds ([29:00]), exceeding the KB-recommended 10–20 seconds for EA series.
  • Agent failed to verify admin login credentials before attempting configuration changes.
  • Firmware update was initiated but not validated; agent did not confirm completion or success.
Positive Highlights
  • Verified ISP connection speed by guiding customer to test directly at modem ([23:00]–[24:00]).
  • Correctly identified need to access router admin interface to check firmware ([17:00]).
  • Initiated firmware update attempt after confirming current version ([73:00]–[75:00]).
  • Escalated to Level 2 with a clear callback time (4 PM EST) after troubleshooting failed ([85:00]–[93:00]).
Agent Errors / Gaps
  • Provided wrong default gateway IPs (e.g., 10.220.205.1, 10.0.2.05) and misinterpreted customer-provided IP configuration ([49:00]–[59:00]).
  • Stated the router would become obsolete in July 2027 without any KB or policy support ([28:00]).
  • Advised holding reset button for 30 seconds instead of the correct 10–20 seconds per KB ([29:00]).
  • Mischaracterized firmware update process and did not verify successful completion ([75:00]–[82:00]).
  • Failed to obtain correct admin login credentials before attempting configuration changes ([32:00]–[34:00]).
  • Incorrectly claimed WRT1900AC has weak encryption and memory bleed vulnerability without KB support ([39:00]).
  • Provided support.linksys.com variant 'support.carbon copy, calm' at [00:00], a clear hallucination.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer's slow-Wi-Fi issue was not resolved during the call; the agent escalated to Level 2 and promised a callback, but no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
The agent performed a factory reset and attempted a firmware update, but skipped key diagnostic steps such as a wired-to-modem speed test and router placement check before concluding the issue required escalation.
R3 Met Correct resolution path conf 90%
The agent correctly identified the EA6100 as out of warranty and pursued best-effort troubleshooting (reset, firmware update) before escalating, aligning with the OOW standard of not dismissing the customer due to warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
The agent did not ask key diagnostic questions (e.g., ISP plan speed, wired speed test, router placement) and jumped to a factory reset without establishing a clear root cause or logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
The agent did not use any diagnostic tools (e.g., accessing the router admin page, checking logs, verifying WAN port speed) and relied solely on the customer's verbal descriptions and self-performed tests.
T3 Not Met No misinformation conf 95%
The agent made unsupported technical claims not found in Linksys KB, including that the EA6100 support ends in July 2026, that the WRT1900AC has a 'memory bleed' vulnerability, and that encryption weakness caused slow speeds — all of which are inaccurate.
Communication
C1 Not Met Clear & professional language conf 85%
The call contained long silences, frequent digressions (e.g., unrelated lectures on WRT1900AC security), and no clear framing or transitions; the agent lost control of the interaction and failed to guide the customer effectively.
C2 Not Met Confirmed understanding conf 90%
The agent used confusing and technical jargon (e.g., 'type IP config black I configuration'), failed to confirm customer understanding, and did not adapt language to the customer's level, leading to repeated misunderstandings.
Customer Ownership
O1 Met Ownership & empathy conf 95%
The agent remained on the call for an extended period, performed multiple troubleshooting steps, and only escalated after exhausting reasonable L1 efforts, demonstrating ownership of the case.
O2 Met Proactive follow-through conf 95%
The agent set a clear next step — a Level 2 callback scheduled for 4 p.m. EST the next day — and communicated the timeline and reason (firmware stuck) to the customer.
O3 Not Applicable Closure confirmation conf 80%
This appears to be the first interaction for this issue; no prior case history was referenced or available to assess continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation to Level 2 was appropriate after the firmware update stalled and admin access remained unstable, indicating the issue exceeded L1 scope despite reasonable effort.
E2 Met Escalation prep & handoff conf 95%
The agent explained the reason for escalation (firmware stuck, router misbehaving), specified Level 2 involvement, and provided a clear callback time (tomorrow at 4 p.m. EST).
Customer Experience
X1 Not Met Customer effort minimised conf 90%
The agent offered no empathy or acknowledgment of the customer's frustration; the tone remained purely procedural and transactional throughout the call.
X2 Not Met Tone & rapport conf 90%
The agent failed to adapt to the customer's confusion (e.g., repeating unclear commands, not simplifying steps), leading to repeated misunderstandings and disengagement.
X3 Not Met Overall experience conf 90%
The customer was asked to repeat information, perform complex tasks (CMD, IP config), and navigate setup screens that could have been handled more efficiently by the agent, increasing unnecessary effort.
Call Transcript111 turns · 123 lines
Speaker 2
welcome to Linksys support. For more information about your product, so, for more work visit support.carbon copy, calm, for more information about your product. Yeah,
00:00
Speaker 1
S:Paul. speaking with Paul Sokolwski. CAUL. CO-L-O-W-S-K-I. [silence] Okay. So yesterday, I set up a Linksys router.
10:00
Speaker 2
Thank you for calling lenses. My name is Nathan with now who am I speaking? Um, Are you saying your name, We do and the last thing? All right. What is the problem?
10:00
Speaker 1
And it is not operating at the speed that it's supposed to be. Excuse me. Say that again. Sorry. Yes, yes. So on the 5 gigahertz band, I'm getting about 90 down, 23 up. On the 2.4 band, it's about 30 down and 23 up.
11:00
Speaker 2
What is the speed that you're getting right now? What is the speed that you are getting? You mentioned that the CD is not working. Sorry. [silence] What is the subscription? How much subscription are you paying? Gigabits. Tell me the model of the router.
11:00
Speaker 1
ridded down and 50 or something like that. The model of the, yeah, the model is EA6100. Okay. I did. I'm sorry, what?
12:00
Speaker 2
What is the speed that you're getting?
13:00
Speaker 1
[silence] Yeah. Uh, sorry, I'm struggling to log into that. It's making me login and I do not remember the login. [silence] Yeah.
14:00
Speaker 2
[KEEP_UNCERTAIN] Tell me, what is the speed? Ah, okay. You know, just to set an expectation. The router is ready out of warranty. Now, I can help you on the phone. But I cannot replace this one if in case this is a hardware issue. But if we can, we can try to fix it over the phone.
14:00
Speaker 1
know which gif it is. I and we could call one of them speed in advance, I already told you what the
15:00
Speaker 2
we able to log in okay would you like to try The reason I asked you to log into the Lynkz app, there are two types of connection. Connection coming from your device, your phone or computer, going to the router and from the router going to the internet. When you connect to the app, the test of the speed is coming from the router, going outside. So we eliminate the connection between the router and your phone. Now, if the speed coming from the router going outside is also slow, meaning the problem is the router. If the speed is good, the problem could be the connection between your phone.
15:00
Speaker 1
well well I was uh yeah I I I'm sure I can I just it's gonna take a moment for me to figure out how to log into this app because I had it set so that I could like open it and it would work um but like it's logged me out and and I was supposed to remember my password um user information but it seems to have forgot it uh I don't know where I wrote it and I wrote it down somewhere um it would just take a a bit of time to find where I wrote it down um anyway I I I do what's that it's it's uh
16:00
Speaker 2
Yeah. That's OK. OK. how ab about [silence] would you like to factory reset? Go ahead. [silence] another solution would be [silence] [silence] [silence]
16:00
Speaker 1
The factory resetting the router is not going to help me log into the app. OK. You know what? OK if I just, uh, can you just, uh, change the password for me?
17:00
Speaker 2
Sorry, I was cutting you off here. Another solution would be to factory reset the router, wipe everything up. So that you can log into the router, you can log in again to check whether the speed is good or not. That's one solution. Hmm. Alright, that's okay. Is it possible for you to log in to the web interface of the router itself using a computer? We'll check the firmware. Go ahead.
17:00
Speaker 1
No, not the router, but the app. Uh-huh.
18:00
Speaker 2
Your model now you're going to change the password of the router for this model [silence] Okay try good [silence]
18:00
Speaker 1
I logged into the app. The only issue is it's it only shows my other router on here. It doesn't show this room. No, WRT 1900 open AC.
19:00
Speaker 2
EA-6,100.
19:00
Speaker 1
It's my other router. That's the one that has shown on the app. Okay. Um, by the way, I have a, app location. I have the speed test application on my phone and on my computer. I can just run back, if you want to know what the speed test test on the phone, because that's way you were looking for, yeah. Let me just change. the correct network. You, you. You need me to connect to this router. Let's see. Uh, you, uh, Alright.
20:00
Speaker 2
All right. Let's try with the computer. All right. All right. Just try that one, go ahead. Okay, that is the speed on the Wi-Fi, right? [silence]
20:00
Speaker 1
yes, on the Wi-Fi, on the speed test, on the 5 gigahertz band on the phone. And also it says the same thing when I run the speed test on the computer through Wi-Fi. I mean, is it uh I I mean, I mean, I can't do that currently because someone else is working over there using that computer and connected uh to explain that the home internet system here is a little bit more complicated than most. There are three routers. Um, one of those routers is. [silence]
22:00
Speaker 2
Is it possible for you to connect a computer Wired to the modem directly? Without the links in? It is Possible. Come from the computer. That is
22:00
Speaker 1
one. connect it to the modem the other two routers are connected to book this to the that is connected to the modem other routers besides this one that we're troubleshooting thoroughly in works perfectly fine nothing wrong with them the connection is great it's just this one that's an issue he tested this and it did show the correct.
23:00
Speaker 2
Alright. That's it. Okay. This router, the EA6100, there is an internet cable that goes to the internet port, alright? Okay. Remove the Linksys. Using the Ethernet cable that goes to the Linksys, if you connect that one directly to a computer and run the speed test, what is the speed?
23:00
Speaker 1
What's the what the speed should be? I'll do it again. Um, I'll do it again. It's uh, I'm running the test right now. I'll give you the results in a second. Yeah, uh, okay. So there you go. It's uh 429 down and 23 op. That's what it's supposed to be. [silence]
24:00
Speaker 2
Okay. The reason I ask is I wanted to verify whether the input going into the Linksys is good okay or not. now.
24:00
Speaker 1
What's that? Yes. I already told you the results. Did you not hear? Yeah. Okay. The results are
25:00
Speaker 2
How's it? Were you able to connect? Sorry, I your the line was choppy. What is this? We connect this all.
25:00
Speaker 1
If that didn't work, I'm gonna have to reset all of the um settings, yeah? Is that easy? Or do I have to do it manually?
26:00
Speaker 2
All right. So that is the connection coming from the Internet cable going to the computer. All right. Let's try to reset the router and see if it can help. Would you like to do that? Yes. But you can restore the old Wi-Fi name and old Wi-Fi password so that your devices can connect automatically. You can. No, you don't have to do anything on the computer, on the... on the devices. Or...
26:00
Speaker 1
Okay. All right. All right. No, I. I. I can. I can do a. I just. I just. Yesterday doing. This router is brand new out out of the box. I just opened the box yesterday. Took the plastic off and everything. It's an old. Older router. It's just like it's never been used. It's And in that sense, it's brand new. So, essentially, it was factory yesterday and you're telling me to factory reset it. today. As long as you, you know that.
27:00
Speaker 2
You can schedule it. You can schedule it if you are not comfortable today. We need time for this one.
27:00
Speaker 1
Yeah. Yeah. before factory. garden four factory reset. Do I unplug everything? or should I plug in. Okay. All right. Yeah. Mm-hmm. Mm-hmm.
28:00
Speaker 2
All right. This router is sorry. Go ahead. Power back to reset continue. No, no need to. Now, just to set an expectation, this router, yes, you are right, it is an old model. This will expire, become obsolete on July, 2027, 2026, this month, in a few days time. It will no longer be supported by Spectrum, Xfinity, because it is an older model. Right. The speed, security, there are many other concerns. This will slow down. All right. And now, what the factory reset do during the setup?
28:00
Speaker 1
Got it. Okay. Okay. Okay. All right.
29:00
Speaker 2
But then we'll first set up the router, upgrade the firmware, check the connectivity. Check if it's good or not. And then if you still get. And then if it's still slow speed, we'll find another solution. Now, to factory reset, all you need to do is, press the reset button underneath and hold it for 30 seconds. And then it will go back to the default Wi-Fi name. Go ahead. [silence] mm-hmm [silence] [groans] dated film tell me the galaxy the light. What is the Queller? [ rainfall ] try to check if you can find the [burping]
29:00
Speaker 1
You mean, like, the wireless network? Uh, yeah, it should be linksys25172 did. You see it? Um, it says no internet.
31:00
Speaker 2
The default 19. Yeah, it's kinda something like that. Uh-huh. You can connect.
31:00
Speaker 1
I'm using what? Computer. It's giving me a white page with some text on it, saying N User license agreement terms of service,
32:00
Speaker 2
All right. OK. Open a browser. You're using. Open theater, right? You're using a computer to connect or a phone? All right. Open browser and visit the website. My router dot locate. My router dot local. [silence] Yes. Go ahead. Thank you.
32:00
Speaker 1
Oh, skip? no, there's no skip, no escape just create an account just the one that that's no just create account. that's the only option. All right, so I'll read the privacy statement here. Just speed it up. Like, just just do that. There's some place where that's not it so reading stuff privacy start matching. Your patience. See I appreciate when people speed up the information to get like the most important thing. I appreciate that. And you don't want to usually hear a hell of a lot of stuff that's like if you want to like just keep it real short sweet. That's it right that's my insane stuff. you're not usually listening toomics because it's funny and whatnot, you know? yeah, nice nice nice. Exactly. You're like in a single book, you know? or go right to the comic or goa. I goa right.
33:00
Speaker 2
uh it's an option for not for now a skip something like that? and skip for now or what are the available options? uh is there an option not to create an account?
33:00
Speaker 1
Page. White blank page. No. Okay. Smart Wi-Fi set up. Have you I have written and accepted license terms for using the software? You skipped set up and configure my router manually.
34:00
Speaker 2
Is there any other option not to create an account? OK, try to create the account and let's see how it works. [silence] Yes. Go ahead, continue. Yeah. Time.
34:00
Speaker 1
Retry. Internet connection is down. I mean. Yes. It's connected. And the light is. Up the yellow port. Yeah. Green flashing light.
36:00
Speaker 2
There's no connection? it should be easy to, should have connection. Internet connection is down meaning your router is not receiving any signal coming from the Internet. Can you check if your Linksys router is connected to the wire that comes from the other end, ... ... ... ... ... another router? On the yellow port. Yellow port. And the blue port.
36:00
Speaker 1
Oh, you want me to turn off the router, unplug it, remove power, okay.
37:00
Speaker 2
Try again. Try again close everything and turn off the router. Something is not normal. Is not okay. You're not getting. Connection coming from the internet cable. Yes. And plug it. Wait two minutes. Wait for a minute with the cable back.
37:00
Speaker 1
the WR. 1900 AC router is. Um. okay. And that 1 is. Okay. mm. Yet? Um, hmm.
38:00
Speaker 2
That's the only downside of it. The encryption is weak. Yeah, but correct. That's the front side. But the back side, there are connectivity, especially on the handshake, on the data layer. That is not available for interface. That is weak. It – uh, the memory bleeds, and if you are tech enough, you can read the memory bleed to get the password. That's the problem. So it requires a livel – a certain level of techy technical stuff. But the greatest problem with WRD, not just the WRD but other the devices as well of the same technology, that one. I believe the compression rate for that other hashing feed is just around 64 to 128.
39:00
Speaker 1
Okay. Oh, okay. Sorry. Okay. Okay. Okay. I plugged in the power. I'm still waiting for a connection. [silence] I now see a connection. I see two connections. I can connect to Linksys, two 5172, and Linksys 5172 gigahertz. Okay. It says we're connected, automatically connected to Linksys 5172. Please enter the password.
40:00
Speaker 2
Craigers. Can you try to connect to any of these two? Just the 2.4, can you connect to the 5G? [silence] Don't forget it. Don't know how to find a password. Please re-enter the password. [silence] [whispers] [silence] Okay, I've tried everything. [silence] Sh - still no. Okay, let me show you some kind of like, something else to choose from. [buzzer] Uh-uh. I think I happens to me also. I think it's a problem with Comcast because I'm not going to try because we have better service now than we did before. [buzzer] I like my app and I spent several hours trying to troubleshoot and reset the system. You're going to hear different toning. There's a drop sound. I had a big drop. There is a connection issue. I have a drop. I had a drop in a bar in town tonight. It just kept working. I tried to correct.
43:00
Speaker 1
It's connected and secured. Uh, try to run the, what? What kind of desk? Sorry. Oh, speed test. Speed test. Yeah, okay. [silence]
44:00
Speaker 2
Okay. Try to run a stream test Street test Street test Test does not work
44:00
Speaker 1
that says just about the same thing as before, 95 down 30, um, 95 down 23 up. Yep. Wi-Fi. Yes.
45:00
Speaker 2
Okay. On your phone, can you try to connect to sorry, sorry for that one, let me see. You still have a computer, no connected to the to the router. Can you open a browser and then visit the website myrouter.local? can you try to connect to [silence]
45:00
Speaker 1
um hold on let me try this yes internet connection is down retry or login cs linksys 2 5 1 7 2 dash 5 gigahertz
46:00
Speaker 2
he can open the MyRouter deadlock okay which hi-fi are you connected
46:00
Speaker 1
Yes. Yes, you, computer, yes, computer. You want to know the IP address of my computer or the Wi-Fi band?
47:00
Speaker 2
and you can run the speed test on this one, right? and it is down. Strange. You say you computer or a phone? Computer. Do you have internet? Can you verify? on the wrong, yes. And it is down. what is the idea of your computer? You know how to do it? from the command line computer.
47:00
Speaker 1
Okay. Is there a command that I can put in? [silence] yes. [silence]
48:00
Speaker 2
I need to get the gateway of the router. It could be 10.0 or could be 192. Yeah. On the... You're using Windows. On the In the search bar on the Windows 11, just beside the Windows icon, type the word CMD, Charlie Mary Delta and then press enter. Here's a command line.
48:00
Speaker 1
Uh I'm ready. Yes. Okay. Okay. Uh, that's for the LAN adapter. Uh, wireless LAN adapter, uh, Wi-fi. Default gateway is ten dot 2.2
49:00
Speaker 2
a-and the black screen will up here you see the black screen now okay on the black screen type IP config black I configuration IP tile config then space slash all all present one yes we need to know what is the default the one the one oh four you're what is the gateway for
49:00
Speaker 1
10. 205.
50:00
Speaker 2
10. 20. Can you repeat one more time? 10. pre set. What is the the address? I need it before.
50:00
Speaker 1
uh two zero five dot seven dot Then, um, okay I am met with the same scream. It says Internet connection is down. Retry or log in
51:00
Speaker 2
Is it possible for you to open the gateway use the browser? And then on the address bar, type 10.0 2 05.7 10.2 20.205. The gateway address. Put it in the address bar. yes.
51:00
Speaker 1
What am I typing in? Is your pad? it's trying to load something.
52:00
Speaker 2
Try the gateway instead of seven, type .1. Error. 10.220.205.1. The gateway is wrong. It should be 10.220.205.1. Not .7. because the subnet .1 is the router or the gateway. 2.5.5. .
52:00
Speaker 1
uh that five this is uh it says cannot reach this page wireless wireless oh Wi Wi Fi name
53:00
Speaker 2
Is this broadcast, 224 is for reserved for the network. And I wonder why you said that your gateway is 209. 257? Hmm. You're getting [silence] you're not accessing the router itself. It could be some where else, something else. Uh, the computer. Is it connected wireless or wired to the computer? To the router? The wifi again. Can you tell me? Wifi name.
53:00
Speaker 1
a plus wireless network LNCS two. five one seven two. no it's just it's wouldn't they do this and although you told me to connect you the five gigahertz. [silence]
54:00
Speaker 2
sorry yes is this the same Wi-Fi name you can find underneath the router turn the router upside down there's a default username are they the same 2172 is different isn't it or the same
54:00
Speaker 1
rather than 2.4 gigahertz name that is on the bottom of.
55:00
Speaker 2
[silence] [silence] [silence] Can you scroll down the black screen on the phone and tell me what is the IP address for under the wireless connection? Uh, not on the phone, the computer.
55:00
Speaker 1
What on the computer? Yes. Yeah. [silence] Um let me see. Windows IP configuration Ethernet adapter Ethernet 2: Wireless LAN adapter Wireless LAN adapter local area connection 3: Wireless LAN adapter local area connection 4: wireless LAN adapter Wi-Fi
56:00
Speaker 2
Oh, okay. So what's the IP address then?
56:00
Speaker 1
an IPv4 address okay so it's 10.220.205.124 this net is 255.255.255.0. Gateway is
57:00
Speaker 2
and now we've got the sub and uh the sub the sub and the gateway
57:00
Speaker 1
No, uh no, no, no. Five... Five... Did you hear me? Five... Five. There's two numbers after the last dot. It's five... Seven.
58:00
Speaker 2
that seven again that the last digit uh no you cut off the last digit after two zero five [silence]
58:00
Speaker 1
57 did you get that with which router what a what do you mean yes [silence]
59:00
Speaker 2
Yeah. Is this 57 given to you by the previous router or. Okay. You explained to me you have a modem, the modem is connected to the router, and the router is connected to different routers. One of the routers is yours, your router is connected to the primary router that is connected to the modem. Now, I would assume the primary router will have a gateway of 128.1.1, your router starting with 10.200.205 should have an average gateway of 10.2.60.1, 10.2.255.1.
59:00
Speaker 1
Yeah. I don't know. It's how it came out of the box. I don't know. I don't know. Is there a way to-- Where do you want me to go? Okay. Okay. Thank you. [silence]
60:00
Speaker 2
20.205.1957 is not a routable IP address. It's a static... is a local IP address. I wonder why is it that your router is set up like that? There's something wrong with the router and that's why it's not giving you the correct speed. Not a good one. Safety. Can I go to the lab? This router is ready. I will go to the lab. Let me... This... the router is not okay. It's not behaving correctly. The setup is not behaving correctly as well. Let me take a look at... Let me see if I can get the same old router and check. Okay? [silence] I will be back. [silence] [silence] Hi, Yul. You there? Hello? I'm sorry. It took me some time because we need to test. I tested on three devices: EA6100 V1, V2 and V3.
60:00
Speaker 1
Okay. Okay. Yes. Okay. Okay. Okay. Okay.
71:00
Speaker 2
router behaves that gateway should always be 10.0.0.1, again 192.168.1, and 10.220.19.205.1. It's never 87. Something is wrong with the router, your router. Now, there are two solutions I can try, but it may or may not work. Right now you have internet. It's working. It's just at the slow speed. If we can reset the router without connecting it to the internet to the main router, if it still goes back to 87, this is strictly hardware issue. Okay. Just to say that. There is a possibility, small chance that you can go back to 192.168.1.1 and then after that, we can reconnect it to that other one to the
71:00
Speaker 1
Are you sure? I think I'm on the admin page. I think I'm on the admin page. I think I'm on the admin page. [silence] I think so. The page where you have to type in "admin" and enter. Yeah. I have Linksys Smart Wi-Fi tools and router settings. Basic
72:00
Speaker 2
main router and then we can access the interface. The reason we need to get the access to the admin interface of the router, is to verify whether the firmware is good. Upgraded. That's the usually the main reason or why, it is speed not okay. Right now, we cannot access the admin page. That's our problem. Are you willing to it? You can access to admin page? Okay, we cannot. Yes. Can you go to that one? All right. That's good. Can you check the connectivity?
72:00
Speaker 1
uh myself, Internet settings, local network, advanced, routing, administration, uh yeah firmware update, current version, check for updates, I came no updates found. Do you want to know the current version? Version 1. One, uh dot five, One.
73:00
Speaker 2
Firmware update. You see something like that? Can you check - can you check the uh updates? Yeah. Yes, that is a vision.
73:00
Speaker 1
158-808-1888-08 1.08-188808 Do you want to repeat it back to me? Oh, it now says that a new firmware update is available.
74:00
Speaker 2
Thousand seventeen. All right. All right. I just go ahead update it. I just push it. Go ahead.
75:00
Speaker 1
It's it's stuck on the installing firmware. [silence] It's it's stuck on the installing firmware It just says important installing firmware installing firmware update do not power off or close the browser window there's a loading bar but all thing is loading and the loading bar does this take a while sometimes or Yeah okay okay [silence] There is no percentage. Nothing's happened. Huh. Huh. Okay.
76:00
Speaker 2
How was that? You know. Okay. Let's wait two minutes more.
82:00
Speaker 1
What's that? Still not connected. It's saying that there is a connected secure internet with the router. I'm trying to open up my telephone.
84:00
Speaker 2
It's still hanging, the only are still not completed right? Do you have internet? Do not close it, Tom. Mm-hmm. Can you browse?
84:00
Speaker 1
Okay. Yeah, I was able to open up a YouTube video. [silence]
85:00
Speaker 2
Yes. Yes. Do not close the admin page. Open the new tab or new browser. All right, all right. Now, this may take some time. I just already talked to our advanced or level two tech support. They will monitor this one. Now, I will escalate the case to our level two. They will give, call you back.
85:00
Speaker 1
Can'll call me back tomorrow.
86:00
Speaker 2
Tomorrow. What will be the best time to give you a call back? Yeah, by morning or any time. Do not close the web admin page that we created for the firmware, it will really take time. They already informed me, there's something wrong in the link right now. And the behavior of the router is also not good. They will try to take a look at that one. They wanted to see why is it that it's getting up pretty well. It is not supposed to be: and yet surprisingly, you have Internet, although it's just feed is low. They are interested to get that. Okay. Do not close the browser that says updating the firmware. Okay? That's our web admin page. Do not close that. [silence]
86:00
Speaker 1
oh
87:00
Speaker 2
Keep it that way. Yes, until tomorrow. Wait until they give you a call, and then they will check it again. Now, wait for the instruction coming from them. And, now, the link is still running. Just keep it that way. Um, you can, you can, just don't close the browser. The, that, that page. You can create a new browser tab. You can minimize that one. Ignore, you can use your, your computer. Just don't, now, look, do not.
87:00
Speaker 1
Yeah, if I can't do any of those things, then I cannot use my computer because I need to be connected to a strong reliable connection to be able to do anything on my computer. Which means I need to move my computer back to the room that it's typically in. Currently, I brought it down here just to be able to work on the router. [silence]
88:00
Speaker 2
no Do not yet okay let me see If I can get them I will ask for let it go
88:00
Speaker 1
Yes, okay. Now, I have a question. Uh yeah, uh why- why can't I why can't I not talk to them now? because isn't the- are you guys available till for another three hours? Okay. so, um how about tomorrow at four? Yeah. Yes. [silence] they were all okay with it.
92:00
Speaker 2
You can close the app, the browser, you can turn off the computer, we already did something on the our side. Okay, but we will give you a callback. Go ahead. [silence] They are currently engaged and there are people that are already lined up for setup. Yeah, we have limited number of, level two support right now. And then, they currently have two other engagement, you usually have limited numbers of calls for level two, because it usually takes time. One hour, two hours, three hours. 4:00. Your perfect time.
92:00
Speaker 1
4 p.m. Eastern Standard time.
93:00
Speaker 2
up or at all. Eastern Standard? Eastern Central? All right. Eastern Standard time. four o'clock p.m. All right. Bye-bye.
93:00