V2 Rubric Detail — a3352830-7efd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 20:58
Duration
92m 49s
Contact
205-586-9811
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136974
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to access specific site
⚠ 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
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall73.2% (+29.2)

V2 Grader Summary

The agent conducted thorough, technically accurate troubleshooting — including ping tests, DNS changes, and band isolation — ruling out router-level blocking. Despite disorganized communication and high customer effort, the agent followed a valid diagnostic path, consulted a superior, and only closed after testing with the ISP modem. However, the issue remained unresolved, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to access a specific HTTP website (401 error) through Linksys MX4200 router; works via hotspot. Agent performed multiple router UI changes (SSID rename, DNS, express forwarding) without fixing the issue. No resolution; advised to test directly with ISP modem.

Troubleshooting Steps
  • Guided customer to router web UI (`myrouter.local`, `192.168.0.1`) and bypassed browser security warnings.
  • Renamed 5 GHz SSIDs to isolate band usage.
  • Checked and toggled Express Forwarding, parental controls, and DNS settings.
  • Ran ping tests from router UI and Windows command prompt.
Key Observations
  • Agent did not collect the router serial number or verify warranty status.
  • Agent provided correct router access URL (`myrouter.local` for MX series) but confused the customer by initially suggesting `myrouter.info` (which is for SPNM series).
  • Agent spent excessive time on unrelated UI changes (SSID rename, Express Forwarding) without confirming the root cause.
  • Agent correctly identified that the router was not blocking the site (based on ping replies) but did not establish a clear next-step plan.
Positive Highlights
  • Agent acknowledged customer frustration and maintained a professional tone.
  • Agent correctly identified that the router was not blocking the site based on successful ping replies.
  • Agent suggested valid troubleshooting step (testing directly on ISP modem) to isolate the issue.
Agent Errors / Gaps
  • Failed to capture product serial number and confirm warranty eligibility.
  • Initially suggested incorrect router access URL (`myrouter.info` instead of `myrouter.local` for MX series), causing confusion.
  • Changed DNS to Google DNS without confirming the router was using automatic DNS, leading to 'router not found' errors.
  • Did not set a concrete follow-up (callback, escalation, or scheduled test) despite the issue remaining unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded with 'it's not working even with AT&T' and passed responsibility back to ISP — issue not resolved.
R2 Met Diagnostic thoroughness conf 93%
Agent conducted multiple targeted troubleshooting steps: ping test via UI and command prompt, DNS change, Express Forwarding disable, band isolation via SSID rename — all logically advancing diagnosis.
R3 Met Correct resolution path conf 95%
Agent pursued full best-effort troubleshooting path despite device age (~4 years), adjusting DNS, firewall, and Wi-Fi settings — consistent with OOW support standard.
Technical Accuracy
T1 Met Technically accurate info conf 91%
Agent identified specific error (HTTP 401 code 7-400), verified HTTPS usage, isolated to Fire Stick, tested via ping, and ruled out router blocking — logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 96%
Agent appropriately used router UI, command prompt ping, DNS settings, and Express Forwarding toggle — tools matched to diagnostic needs.
T3 Met No misinformation conf 90%
Technical instructions (myrouter.local, ping syntax, DNS 8.8.8.8) were factually correct and aligned with universal_custom_dns.md and universal_web_browser_setup.md. No KB contradictions found.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained call flow through complex steps but had repeated silences and failed to reframe after customer frustration at 81:00.
C2 Partially Met Confirmed understanding conf 87%
Agent used terms like 'Express Forwarding' and 'local network' without simplification, but did confirm understanding by asking customer to report back — partial adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned case throughout, performed multiple steps, reversed changes upon closure — no transfer or avoidance.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested testing modem connection but gave no timeline or follow-up plan — incomplete next step definition.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable — first contact confirmed.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
Agent escalated internally to superior (68:00), considered further router changes, and only closed after testing with ISP modem — appropriate L1 effort before closure.
E2 Not Applicable Escalation prep & handoff conf 100%
No formal escalation to higher tier occurred — internal consultation does not require E2 evaluation.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent expressed empathy ('I understand your frustration') and apologized, but responses remained procedural after 81:00.
X2 Partially Met Tone & rapport conf 88%
Agent adjusted pacing by repeating instructions and checking progress, though tone remained technical — partial adaptation to customer’s non-expert level.
X3 Partially Met Overall experience conf 86%
Customer repeated model number and error code due to agent’s missed capture, but agent did perform actions remotely (e.g., guiding ping) to reduce effort.
Call Transcript136 turns · 151 lines
Speaker 1
Hello? Hello? Yes, can you hear me? Okay. Yeah, I have a Linksys router. And some reason, there's a one website they, they, the, not website, the one URL that it some reason it's not opening for us. It keep telling us that there is a blocking. [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [ Silas ] Thank you for calling Linksys. This is Abby. How can I help you? Thank you for calling. Hello? Yes, I can hear you now, sir. How can we help you?
00:00
Speaker 1
[silence] and I call my AT&T and they told me to contact you guys because that's the router that been be been using it. [silence] So what happens what happens that website. So those are the one we streaming the channel. and then I try to use that URL uh with my Wi-Fi, it's not let me use it. But if I use that that that's the fire chip to my phone then it it let me do it. Meaning is if I use my hotspot with the T-Mobile, they'll let me do it.
01:00
Speaker 2
Okay. So, there's one website which is blocking you. Have you tried accessing that website when you're connected straight to the modem without the linksys. MHM. Okay.
01:00
Speaker 1
correct correct, that is correct I can excesses through my T-Mobile, but I cannot excesses through AT&T through your router, however, I call AT&T, they check it, but it's not blocking their side, so that's reason I said, let me call Linx sys-ed and see if I can get tech support to unblock it, I had the same issue in a past one of the URL that was blocking this router couple to three years back
02:00
Speaker 2
So using your, um, data from your phone, you're able to access that site. Okay, but have you also checked your modem, sir? Cause that's the source of your internet. So have you tried connecting your computer straight to the modem? So all of your devices are unable to access that particular website?
02:00
Speaker 1
And that day, that's what we had to do it, and you guys done something and then it start doing it. Model number I model number is MX 4 2 0 0 c is 3 8 USN Umbrella 1 0 3 1 8 3 1 7 8 7. Those those are the one I am not sure of. The one I an- 5, 4, 4, 8 C the GB- 3, 4 2, U is Does anybody maybe remember what we've got it something from 318? You guys know you guys say what we are communicating.
03:00
Speaker 2
[silence] Okay, [silence] can I have the model number and the serial number of your Linksys device please? [silence] And the serial number? [silence] Okay, so this website that you're uh [silence] referring to [silence] sorry is that a secured site? [silence] Okay, so this website that you're uh [silence] referring to, sorry, is that a secured site? [silence] Okay, so this website that you're uh [silence] referring to, sorry, is that a secured site? [silence] Okay, so this website that you're uh [silence] referring to, sorry, is that a secured site? [silence] Okay, so this website that you're uh [silence] referring to, sorry, is that a secured site? [silence]
03:00
Speaker 1
right there is HTTP yes http colon slash slash so it's not there's no with S it's giving internet connection uh let me let me see if
04:00
Speaker 2
When you access it, uh, when you access the website, does it have, like, an s, like, uh, like, when you access the, uh, the address, does it have HTTPS? Something. Yeah, with an S, right? Okay, so it's uh, definitely not a secured site. What, what was the error message when you tried to access that site?
04:00
Speaker 1
if I have that I just giving internet connections uh give me second what kind of message I it says error message at server check your internet connection uh check portal URL server return HTTP 401 code: 7-400 it says it says check portal URL server return HTTP 401 code 7-400.
05:00
Speaker 2
I'm sorry. Stop. Can you give that to me again, sir? [silence] Fort 7 Dash 400.
05:00
Speaker 1
400. Yes I did. Yes, yes I did. Raj. Raj is in Robert, R as in Robert, A as in Apple, J as in John 140@.gmail.com. Correct. No, No, No, No. R as in Robert, A as in Apple, J as in John 140@ gmail.com.
06:00
Speaker 2
okay. alright. uh... let me create a... have you called lynchsy before sir? you mentioned right the that you called. I'm... can I have your email address please? so I can reach your record? Okay. that is again rote. R-O-B and then with R-A-J 140 at Gmail.com
06:00
Speaker 1
[KEEP_UNCERTAIN] Well, I had the old case number if you want that. It's one, four, seven, two, one, nine, eight, five. I don't know what that regard, but those are the case numbers. I should have the links just for [silence] RAG. Patel P-A-T-E-L
07:00
Speaker 2
uh-huh, last name. Okay, Raj Patel. Okay. All right. We will try to make some adjustments on your Linksys router, okay? So if ever, yeah, we cannot actually access that website after making some changes, there's really a need for us to double check using your modem, like bypass the Linksys router for the meantime and connect your computer straight to the modem and check if we can access that particular site using just the modem, okay? All right. So just to set your expectation here.
08:00
Speaker 1
Are you willing to still pull my account or no? Yeah, I have a computer. I have two. Mhm. Well, Lynx is I think about four or five years I'm not sure I think sometime in 21 or 22 I bought it.
09:00
Speaker 2
do you have any computer open i'm not able to check it says no record found sir so i just created a new record here okay now how many links devices you have in total how many mx 4200 two okay and how long have been using this device yes sir okay all right
09:00
Speaker 1
Sure, I'm. I'm at co. Sorry, what? I connected through T-Mobile. No, no, my computer is connected with the Wi-Fi with the Lynx. Correct, correct. [silence]
10:00
Speaker 2
Alright, so can we go to your computer, sir, please? [silence]as then is your computer connected to your network? Is your computer the computer is connected to your hotspot to your T-mobile network? Okay, currently or right now, your computer is connected to the Linces network, correct? Okay. And can we
10:00
Speaker 1
Yes. Okay. Okay. So, do I put https or no s? So I have a router, my my that number two, 10 20 236.1.12 if you want it. Yeah. I can. Yes. Yes. 10 236.1.1. And let me enter it. So
11:00
Speaker 2
Open up a browser, Google Chrome. Open up Google Chrome and on the address bar, type in http colon forward slash forward slash my router.local, just http colon forward slash forwardslash my router.local. Oh okay, so you're able to access the router settings already. Are you on the router?Okay.
11:00
Speaker 1
It says, I'm getting a warning when I try to access my router setting in a browser. Continue? Yes. It's http://192 168 0.1. Try again.
12:00
Speaker 2
Yeah, just go to advance and then just proceed. Sir, um, Sir Rod, can I, yes, just hit continue. Can I get the uh, the web address, the one that you're trying to access? Can I have the exact web address please? mm-hmm mm-hmm. was in king.com. Okay. All right. Thank you for that, sir. So just let me know if you're able to log in. [silence]
12:00
Speaker 1
colon plus what is a local router oh my router my oh you please no no no i'm connected to Wi-Fi so my router my router slash local you said dot local it's giving me same message i why i am getting warning when i tried to access my router setting in a browser i'm sorry go to advanced okay it won't let me click it it won't let me click
14:00
Speaker 2
myrouter.local yes, just make sure, sir, that you're connected to the links directly, not on your mobile data okay yeah, no .myrouter.local yes, just go to advanced okay, just go to advanced just go to advanced and then continue[ silence ]
14:00
Speaker 1
click on advance. there is advance and reload, so they giving me the reload, not the advance. it said turn on enhanced protection. No, this is uh this is not Apple. This is my uh Microsoft uh surface.I am not computer genius, so I don't know. You tell me when I can do it. I that question, I don't know what to answer. It is Google Chrome. It is it Google Chrome. [silence]
15:00
Speaker 2
if your computer running iMac, is it Apple? Do you have any VPN enabled on that device? Okay. What browser are you using? Is it Google Chrome or is it Microsoft Edge? It's Google Chrome. So if you go to advanced, you
15:00
Speaker 1
No. So, your connection is not private. And then, and... Well, it won't let me do it if I really do. don't... So, I just have to continue. They're telling me Google your code, click advanced and proceed. But I don't know where is the advanced. How do I go to advance? Doesn't say... Uhm... No, it doesn't say... bottom it says continue at Safari. I just click continue. This your connection is not private, myrouter.local.com, turn on and hash protection. Okay. I got it. Okay. Now,
16:00
Speaker 2
don't see that option. continue. yeah, just proceed. just proceed. you should see proceed down at the bottom. yes. just continue. yes. you don't see advanced at the bottom? you should actually see that down at the bottom.
16:00
Speaker 1
I mean that it's a standard. So do I put enhanced protection? Or what do I need to do? Okay, I'll close down. I can try Microsoft page. Okay. Okay. So it's http. Okay, myrouter.router.local. The same message.
17:00
Speaker 2
No, no, no. Actually, we don't need to change some settings there, sir. We just need to go to advance and then press continue to be able to proceed. It is that regarding the certificate. Can we close everything down and open up a new page? Can we try Microsoft Edge? If you have another browser, like Microsoft Edge, can we try it?
17:00
Speaker 1
I don't see any advance or anything. It says. It says, Microsoft detail Microsoft H call says click detail and go to the webpage. So I click continue. Once I continue, and then advance, and then continue to my local router on safe. Okay. They do that. Okay. I got it. I got it now. Okay.
18:00
Speaker 2
Yes, you need to maximize the screen, sir, okay? So you would be able to see everything. Down at the bottom, you should see there, advanced, and then you should be able to proceed. Yes. Yes. Yes, that's it. That's it. Click on it.
18:00
Speaker 1
It said, XSV V ELOPT. Router password, yes. I should let me try that. I mean Yes, ma'am. I Trouble-shooting, okay. [silence]
19:00
Speaker 2
Okay. It should ask for the router password. So, what do you see? Okay. So, did you set up, did you change the router password, when you set this up? Or, Okay. So you're on the linksys smart Wi Fi tools now. All right, sir. So, can we go to, let me just check the firmware, if it's the latest one. So kindly go to troubleshooting first.
19:00
Speaker 1
Throwing something by you please. Okay, I'm in troubleshooting. Uh, don't see report. It says. Okay, report, yes. Okay. Yes, I got form firmware version is 1.0.13.21693.
20:00
Speaker 2
Okay. And then go to report. Below status, you have the report. Okay. And then go to report. Below status, you have there report. Now tell me what's the firmware version. Okay. Let me just check if that is the latest firmware for this. So sir, you're positive that you're also unable to...
20:00
Speaker 1
Okay. Well, I try all those wireless devices with that website is not it not let me go in it. It's always giving me that connection. So, like I said, I try it I unhook the wireless and use my T-mobile phone and did the hotspot and it worked. Yes, yes, yes. YouTube. I'm so I'm I'm gonna be on with the party. So are you seeing I
21:00
Speaker 2
[silence] are you not able to access the website using all their wireless devices? Okay, [silence] yes, but just to make sure that it's only not happening on your laptop, but it's also happening to other wireless devices, right? Okay,
21:00
Speaker 1
Form is it the current or do we need to upgrade? OK. OK. Diagnostic. OK I'm in here. I asking IPv4, OK?
22:00
Speaker 2
Okay, it is it's it's actually the latest firmware, sir. You've already had the latest firmware. Okay, so All right, um, can we press okay on that one? Oh, by the way, can we go to diagnostics first? Go to diagnostics, it writes it is right beside status. All right. Now, do you see their ping IPv4 below diagnostics? Yes. Now under IP or host name, kindly type in the website, search, okay? The web URL that you're
22:00
Speaker 1
Okay, so... so okay, so under ping IPv4, it says IP or host name, there you want me to type in http://www.cf ergo, that's what I told you? That's what you said? Okay.
23:00
Speaker 2
and trying to access so just type in http colon slash slash www dot cf dot your that the website okay so just type in the uh the complete website there [silence] yes sir [silence] yes sir [silence] or just don't put www
23:00
Speaker 1
Okay, give me just a second. Let me double check that. I can take that out. Okay. So sdom. C-F. V-I-G-O R box. Business business S-C-D-E-N-8-K.com. Yes, I typed in it. File. yes.
24:00
Speaker 2
[silence] [silence] Okay. Now what's the number of in there, is it five?
24:00
Speaker 1
sorry okay the the specified hostest is invalid and then I have to click okay that's er correct I'm sorry It says the specified hostest is invalid and then I have to click okay that's er
25:00
Speaker 2
okay, can we make it on, then and then click on start to ping p, okay, so how many packets sent, how many packets received, what did it say there, sir? That's it. All right, just click okay.
25:00
Speaker 1
Okay. So do I keep http colon slash slash leave it there or you want me take that out? Okay, www.cf.org. okay, all right, I'm done. Start ping. Okay, it says bad address www.cf.org bad address.
26:00
Speaker 2
Okay. Under IP or host name, can we type in www. and then the website sir, just take it out and use the www instead? All right, then click on start ping again.
26:00
Speaker 1
Yes, okay. Close it, okay. Okay, do I delete this right now the one inside and IP host? I Okay, Close the window. Yeah, I did. Okay. Okay. Okay.
27:00
Speaker 2
bad address. All right, can we press okay from there? Can we go to parental control, sir? You may just close that. Just press okay from there. So you can just close that window. Down at the bottom, you have okay. Just press okay. It should bring you back to the main page. Now go to parental controls.
27:00
Speaker 1
I'm here. It says off. Yes. Okay?
28:00
Speaker 2
is parental controls enabled? It's off. Okay. And can we also, just close that just click OK from there. And then go to connectivity. Okay. Under. Okay. Under connectivity, look for internet setting. Okay, Internet setting.
28:00
Speaker 1
yeah, internet setting, yes. OK. I mean, yes. HDCP automatic configuration, yes. OK.
29:00
Speaker 2
You see Internet Settings beside Basic. Okay, just click on Internet Settings. [silence] Okay. So, is the internet connection type set to automatic DCP? It's automatic configuration. All right. Actually, everything is set up there. Can we try to - just press Okay from there?
29:00
Speaker 1
Yes. I'm here. Okay, I'm here. I'm in security. Epson Gaming, okay? That's it. I'm sorry, what is that? Okay, yes. Um, it doesn't say anything here. Add a new port range forwarding or that's it. There's nothing else here. [silence]
30:00
Speaker 2
And go to security, it's under router settings on the left-hand. Go to security. Okay. And go to basic settings. And then, uh, click on port range forwarding. It's the third option, port range forwarding. Do you see that? Yes. Is there something under port range forwarding? Yes. It says name, port range, IP, comments, protocol. DHCP reservation accepts things.
30:00
Speaker 1
No. No, there's nothing either. OK, but there's something says disabled. Let me go back again. Let me tell you about apps and gaming that's it. I'm in security and then I clicked apps and gaming. Select the provider. It says disabled. So, that means that's fine. OK. OK. OK. Yeah, I am.
31:00
Speaker 2
Nothing else. Okay. How about port range triggering? Click on it and check if there's something in there. [silence] Nothing either. Okay. [silence] All right, just press cancel from that screen. Which one is disabled? Yes. Yeah, that's fine. It's the default setting. Yeah, that's the default setting. So just cancel. And, um, yes, uh, we will try to, we will try to ping.
31:00
Speaker 1
Okay. Okay. Okay. Yes. See. Command prompt. Yes. Okay. That's too large. I tried deleting it, but it... Yes.
32:00
Speaker 2
This, this way okay since we're getting bad address from the user interface so let's just use the command prompt um at the bottom of your, uh, window just minimize all the pages. Minimize that uh links page and at the bottom do you see the Windows logo? Beside it do you see search? Okay, now click on search and type the word command and check if the if you see command prompt. Okay, open command prompt. Okay and do you see the black window open?
32:00
Speaker 1
I'm sorry, what do you want me to do? Okay? Okay, okay, I did. Okay, I think request could not find host. Please check the name and try it again.
33:00
Speaker 2
OK, then look for the blinking cursor and type in the word ping. That is p for Peter, i for India, n for Nancy, g as in George, and then leave a space, leave a space, and then you put in the website, the web URL that you're trying to access, and then press enter. ping request, could not find host.
33:00
Speaker 1
right it says ping request could not find a host and then they put the website HTTP colon slash slash cf dot whatever and then please check the name and try again Sure. If I disconnected would you be able to call me back? Okay thank you. Okay. [silence] Got you into company thingoftboxdennesdotenvcom72.to six to five to 173 with 32 bytes of data and then all those other lines. [silence] Yeah, I got the reply from 172.six to five to.data.
34:00
Speaker 2
the uh H-T-T-P right just the C-F yeah without the H-T-T-P sir. So type in Ping space and then the C-F.vguar box business. Just type in that directly. Yes, press Enter. Did you get replies?
36:00
Speaker 1
152 173 bytes equals 32 times 121 ms TTL equals 55. I got three times four times plying and then pinged statistics for that address, IP address packet sent = 4, received for lost 0 all those are it. [silence] I use I use I was using I was using everything but this is my streaming box that streaming box it's not like a computer but it's like a it's it's it's like a you know, Amazon Fire Stick it's like that. When I go on Amazon [silence]
37:00
Speaker 2
Okay. Okay, you're actually getting replies, sir. Have you tried using other browsers? Did you, did you use Chrome when you tried to access that website or you're using Microsoft Edge?
37:00
Speaker 1
fire chip, that's what's happening. It's not letting me do that. Correct. The Fire sticks, the Amazon Fire sticks, yeah, that's the block to, that, that's what the, that's when I, when I type in this, uh, CF dot vigor business desk, that's what they are saying, there is no internet. But, if I go on, you know, the Fire Stick with the, you know, you you have to put those, those, uh, web browser in it. And, that's why they are telling me your internet problem. But, if I go on normal Fire Stick, which I go to on Netflix or something, they can let me go and do it. So, the internet is there. So, then what I did, I disconnected my Wi-Fi. Okay. And then I connect my Fire Stick.
38:00
Speaker 2
So you have an Amazon Fire Stick? And it's plugged into your Smart TV? Okay. Yeah. [silence]
38:00
Speaker 1
fire stick to my hotspot, T-Mobile hotspot, and then enter this web address and everything, then they let me do it. But I cannot use my hotspot all the time. I'm sorry? Correct. Correct. Correct. Correct. But then as soon as I as soon as I unhook my hotspot, then it doesn't work. I I currently
39:00
Speaker 2
Okay, I see. So if your fire stick is connected. Okay, so if your, if your Amazon Fire Stick is connected to your hotspot, you're able to access this, um, panel, the CF dot vigor box, using your smart TV, right? Okay. Okay. Um, this is, uh, actually a tri-band router. So which network are you connected to, sir? Are you connected to the 2.4 or the five gigahertz network? Cause actually when I checked the computer,
39:00
Speaker 1
I have no clue, I have to check that. I mean... Yes, I'm here. All right, okay. What is that? bottom right, on the router.
40:00
Speaker 2
So it's definitely blocked, not blocked from the router. Okay? Um, yeah. Uh, I just need to verify which network or which band are you connected? Are you connected to the two point four or the five gigahertz band? Okay. Can we go back to the the linksy, the Linksys Smart Wi-Fi page? Alright. Now, do you see CA down at the bottom right? CA? It's on blue print. Uh the the letters are really small bottom right. C for Charlie, A for Apple.
40:00
Speaker 1
see it? I see some boxes. Yeah. End user like agreement. Yes. Yes. Okay. So here's the end user agreement. Then second is privacy statement. Third party license. And then fourth one is okay LA privacy policy. That's it. That's all I can see it. Wi-Fi safe? Okay. Yes. I'm on Wi-Fi settings. Okay. Okay.
41:00
Speaker 2
Okay. At the bottom, do you see the end user license agreement? Yes. Beside privacy policy, look for CA if it's in there. [silence] Okay, so you don't see, okay, that's it, all right. Now can we go to Wi-Fi settings? It's actually at the left hand side below the router settings. Yeah. Wi-Fi setting. Now, do you see the band, the 2.4, the 5 gigahertz band as well as the
41:00
Speaker 1
Yes, I do. Yes, I did. Well, if you do that, then if you do that, all my other connection will kick me out. okay,
42:00
Speaker 2
Well, they have the same, did you set up the same name for each band? Okay. So, can we change the 5g instead? So, just set up a separate name for, for that? Okay, just do not set it as the same name on the 2.4. So, just the 5g. Well, we can always reconnect. Okay, the reason why we're doing this, because maybe your, your fire stick is having trouble connecting to the 5g. Okay, so we won't be able to tell which one is the 2.4 and which one is the 5. Okay, we're just trying to do this for further isolation. All right. [silence]
42:00
Speaker 1
Okay. Okay, so which one you want me to change it? Okay, so it's file gigahertz see one band, right? That's the one you want me me to change it? Okay, so now I can change it to okay, I changed the name. Correct. That is correct. Yeah. Okay, so you want me to change the name different name or just same name? Different name.
43:00
Speaker 2
because when we try to ping this website on the router, it actually goes through. So meaning to say the router is not blocking it. Okay? So there's just a need for us to, just the 5 gigahertz. Okay? So all of your devices which are already connected to the 2.4. won't get disconnected. We just need to reconnect any in your. there are 3 bands there, right? The 5 gigahertz 1 and the 5 gigahertz 2. yes. Okay. Can we also change that 5 gigahertz 2? because that is the 6 gigahertz network. Just the name. Just the name. yes. different name. You can also just... [silence]
43:00
Speaker 1
Okay. Quote, so I I change Wi-Fi name one 5 gigahertz. Okay. So I put fi OGH Z1 and then other name with wi OGH Z2. That that's how I put the. Yeah, I I I got it. Okay. Apply it? Okay.
44:00
Speaker 2
Yes, sir. For the wi-fi password your act. Yes, yes that's fine. So for the wi-fi password you may set up the same wi-fi password for each band. Okay? All right. Now you may take a picture. Uh, you may click apply. [ silence]
44:00
Speaker 1
Are you. You are updating Wi-Fi settings. Okay, yes. Your router is applying changes. so they are doing something. I guess it's done. Yes, okay. Okay, give me a moment. I have to go to my different room. Hold on. [silence] Yes, ma'am. Hold on. One second. I'm trying to hook up that. Give me a minute. Because I unhooked yesterday everything and it's kind of kind of crazy for me. So I got to do some other things. So now I'm turning the TV on and so. [silence] Okay. You hold [silence] oh, this is clean. No, not clean. Make it clean. a minute to reboot it and all that. Okay, so now I guess we have to go and log in. No, it's, well yes. Okay, so here it's connected right now. Uh, is, I don't know, it says, Yes, it's 2.4. Yes.
45:00
Speaker 2
Yeah, just re connect. So your your smart TV doesn't have the the wireless um card or wireless adapter? You need to use the fire stick? Okay. If you go to network settings, it's connected to which network? To the [REDACTED_PAYMENT_DIGITS]
48:00
Speaker 1
Well, it says connected. I mean I. Let me try again, hold on. Yes, now it's saying it's connected. Yeah, it says, it says connected, but it's kind of uh that, that mark that it's showing it's not connected. So that's what this when I go ahead and if. Let me, let me try to reboot this again, hold on.
49:00
Speaker 2
Have you rebooted your...? Um... Yeah, can, can we check? Can we try again? Try to test? How many bars of signal, did you, did you get when you connect to, when you connected to It's not showing. OK.
49:00
Speaker 1
because sometimes Sure. okay, so I think I got connected now. So let me try to Yeah, I see it's the same arrow. [silence] The 401 code seven. That's 400. Let me try on. Yeah. Yeah. Yeah. I did. But like I said, same people, they said there's something to do with he said, I checked them too. But they said it's something to do with with you guys because we tried to go to a hot spot and they work. Yeah.
50:00
Speaker 2
it 401 cord 7-400. have you um checked this also with uh the Amazon people sir? Okay. Can we try to uh power cycle your um tarot strand node? Okay. The uh the main node.
51:00
Speaker 1
No. It's just about 10, about 20 ft from the my main node to here. No, the main, main one. But how do I find out? So how do I find out the which one is there. Okay. Okay. Okay. Device list. I mean, device list.
52:00
Speaker 2
Where is that fire stick connected to, sir? Is it to your child node, or to the parent node? [silence] How far is the the smart TV from the parent node? Which one is nearer? Is it the the child node or the parent node? [silence] The main one. Okay. So can we just reboot the main one? Well, you can go to device list to check if the if the smart TV is actually or the Amazon fire stick is connected to which node. So but before we'll [silence] Are you able to see the
52:00
Speaker 1
I got tons of stuff. uh, here. I don't know how I'm gonna look at it. Yeah. Yep. This this equipment was working, but this website, as soon as I used to have a different career for those streaming.
53:00
Speaker 2
The smart TV or the Amazon fire stick. Were you able to access this before? Was this working before? Was this working before? [silence] [silence] Was this access working before?
53:00
Speaker 1
and once I changed that, this is what's happening. Amazon fire stick is working. You know the Netflix. Amazon fire stick has Netflix. Then you you download the app call TV and call M, hold on what they call. AM online. Give me a second. They call something. I forgot it. They call they call my TV app and then in your put my TV, you put this web website.
54:00
Speaker 2
Yeah, because Netflix is working, right? Um, using the Amazon Fire Stick, except for this one. Yes. Yes, um, but one uh, let me just ask you, is is other App North um, is he the other application on your?
54:00
Speaker 1
Y-Y-Y-Y. [silence] That's that that's correct. Yes. [silence] [silence] See, see if [silence] it doesn't work. [silence] I can do it. If you want me to. Yeah. Sure.
55:00
Speaker 2
So you just changed the I yeah can we yeah cuz this has never been working right? Uh huh. Yes any any better? [silence] [silence] [silence] [silence] [silence] [silence]
55:00
Speaker 1
Okay. Yeah. Huh? Yes, I think we did that way too. The only problem is, I think I should have a Wi-Fi on that. I just have to re-try it again that route, but seems [silence]
56:00
Speaker 2
just do a power cycle. Okay, we can, after the reboot, sir, if we're still getting the same error message, because we've, we've tried all possible workaround on this one, okay? And we even pinged that specific, um, server from the router and it doesn't lock it. Okay, so are you able to connect your Smart TV straight to your modem and check if you're getting the same error from the modem?
56:00
Speaker 1
like it, the problem is a router, that they are blocking it. However, I mean, I, I, I, I redisdo it again, but we checked those. yesterday or day before, we check the router. Uh, we, we unhook the router and check the Wi-Fi from the AT and T mobile, uh, uh, the, the, the model and it did work. So this, Yeah. Right. yes. Yeah, but, but,
57:00
Speaker 2
Yeah. Yeah, it checks, or when we try to, when we try to ping that, uh, domain on the router itself, you're getting replies on your computer, so it's actually not blocking it. I'm not sure, I don't know why it's blocking on your, uh, smart, on your Amazon Firestick. So, that's why we need to have that checked when connected straight to the modem, cuz, uh, I don't know if there's some settings that need to be adjusted on your smart TV or something.
57:00
Speaker 1
No, but my question is, we tried to put HTTP. that time ping didn't go, but when we take the HTTP and direct we put the CFG.org and then it'll work. so that meaning is that meaning is if we take the W and see if they work, right? no, I'm talking about my my those box. okay, all right. I'm first try to [silence]
58:00
Speaker 2
Yes. Direct exact. Yeah. Yes. Because even me, I tried that on the command prompt on my end. I get the same error message. Okay. So, the way you need the command, yes, you need to take it out, the HTTP and W and just right straight to the website, the address. Yeah, it actually worked because you're getting replies. Yes.
58:00
Speaker 1
Reboot this router. [silence] Okay. Okay. Okay. Okay. all by count okay Yes, what now? Oh, no, maybe we should go. I know m & m's Okay. [silence] Yep. Okay. [silence] Yes.
59:00
Speaker 2
[silence] Verifying this with my immediate superior. Let's actually try some more settings, okay? Two, actually, we will try to change that on the router settings. And, uh, yes, and as I mentioned earlier, yeah, we were able to ping that website on the router, so it's really not blocking it from the router. So if, uh, yeah, um, after doing some settings on the router and it's still not, we're still getting the same, um, error message. Sir, we will try to connect your, uh, smart TV straight to your modem. Okay. And we'll check if it has the same error message. So, again going back, uh, are you, is the, uh, is the parent node online right now? Is it blue? Before we'll proceed.
68:00
Speaker 1
Okay, I'm here. Administration, where's the administration? Connectivity, okay? Okay. wording, what is that? Express forwarding. Okay, yes.
69:00
Speaker 2
It goes back online, so can we go back to your computer and open the Linksys Smart Wi-Fi tools again? Yes, then kindly go to administration. I'm sorry, just click on connectivity first. Yes, then go to administration and then look for Express forwarding. Kindly uncheck that. Express forwarding. Uncheck that, sir, and click Apply.
69:00
Speaker 1
So uncheck that and click apply, okay? Applying your router is applying changes. Click OK. OK. No, still still, still. OK, now I'm back. OK, go to local network. OK. DNS1, two yes. Well, DNS1 is eight, eight, eight, eight and then two
70:00
Speaker 2
Okay, let me know if it goes back to the same screen. Okay, then go to local network. Yeah, local network and then you see their static DNS's, right? They're all zeros.
70:00
Speaker 1
All zeroes. Sorry. DNS to 8.8.4.4. You said? Okay. Yeah, it's done. Okay. Router not found. You you are not connected to your router.
71:00
Speaker 2
Uh, can we put, for the DNS too, can we put eight... eight... eight four, for? Yes, eight eight four four... four... four. Okay, please click apply. Okay. It says route or not found. So kindly check first, if you're connected to your network, so kindly look for wireless.
71:00
Speaker 1
Well I have to... They won't let me do I just retry it. It's not So okay, so where how do I go? Oh Okay, Okay, Okay, Okay, Okay. Oh my computer Connect Uh, disconnect [silence] Okay, it's connecting. Okay. All right, I'm here now.
72:00
Speaker 2
click on the wireless icon. Yeah, just you need to look for the wireless icon at the bottom right-hand corner of your computer and then try to reconnect to your network, sir. Okay, so you're back to the screen, right? All right, sir. So now
72:00
Speaker 1
do I apply this local network [silence] okay. all right. [silence] okay. I'm back to that uh [silence] uh Linksys Smart Wi-Fi tools. [silence] okay. do I have to unplug it and plug it back? Reboot that box? Yeah. I would build it because [silence] yeah. [silence]
73:00
Speaker 2
Yes, please, click Apply, and then okay. Okay, now can we try again on your smart TV? Yes, you may try rebooting it, yes, try rebooting it.
73:00
Speaker 1
So, the two point four is sale, so I tried to click to connect. I click connect, connected successfully now. Okay, alright, it's connected successfully, so, yes. No, outlet. Power. Alright, let me go to that and see if they can connect me to that. [silence]
75:00
Speaker 2
By the way, is your fire stick, let me just verify, is your fire stick connected to the wall outlet, or are you using the original Amazon power adapter, or are you using the USB port on the back of the TV? Okay.
75:00
Speaker 1
So, it's still trying to connecting. I don't know it's look like it's not going, but I'll just wait till message come, but my question is, when we just changed that 844 and we on checkmark the enable something like that. I hope they're not gonna affect my other equipment though. Okay. Okay. Yeah, because I don't want to get mess up. I got my sprinkler is Wi-Fi, my nest is Wi-Fi ring bell. All those lot of equipment is Wi-Fi, camera systems and all that. So, I just don't want to get into that. I still have to change my name because I changed the name. So, I don't know if that can affect some other thing or not. Okay. Okay. So, here I got the message. So, here the message is different message now. Check your internet connection, portal URL, user ID, and password. Code 7. So, now it's a different message. Oh, I just collect it out. Check internet connection, I just take that out. Yes, I'm doing I'm doing it. Give me just a second. But you know that URL, we put HTTP://
76:00
Speaker 2
Yeah, because we made changes on the router, sir, because one of your device is not working. So that Amazon stick is already connected to the internet because some of the apps, I mean, yeah, some apps like Netflix or YouTube is working. Okay, what what is the exact message again? Can we try again, because I need to get the exact message.
77:00
Speaker 1
Okay. [silence] Okay. So right, right, so on a box we have to put HTTP, right? Meaning is on our, file shipped the app, we have to put HTTP there. uh go to that. Okay. Right.
78:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] Yes, yes, sir. Well, um, the way the command actually, sir, doesn't have to put we don't have to put WW or HTTP there because it's I also tried it on my end. We're getting the same results. So that's why we're just putting in the address. What's on the box? [silence] Yeah, that that's how you used to set up the device, right? Yeah.
78:00
Speaker 1
says please check your internet connection it says please check your internet connection comma portal URL comma user ID comma and password then says code number seven code 7 cor D code seven yeah yeah it is connected yeah it is connected
79:00
Speaker 2
okay, hold on. [silence] scipy, ortal? uh [silence] portals the odd. c-o-r-d okay did it say connected to your network when you uh,
79:00
Speaker 1
yeah it does work okay before I go to do that it's it says connection but connection is get epsilon mark here do you think should we try 5.0 yeah that's what I thought because see it's it's it's kicking me out now this
80:00
Speaker 2
Let me also upgrade the firmware, sir right now, can we try to open up Netflix? we can try the other band actually. You may try connecting it. so the five gigahertz.
80:00
Speaker 1
okay. okay. Okay, I, I, I'm going to, I'm going to keep telling you, same thing and over and over. But, just for your knowledge, if, if, if, if you don't have anything else, then I can hang up the phone, because I trying not to insult you or anything, but like I said, as soon as I put this URL, it stopped working. However, everything else worked. So, only thing I have an option for the wife to take off is breath, then just take two sprays.
81:00
Speaker 2
I actually checked this error message from Google and one of the most common cause here is it says to verify the portal URL. So I don't know if it has something to do with the [silence] [inaudible]. Yeah, I understand your frustration right now, Sir. Um, I-I tried all the possible work rounds just to make this work. Okay? We've even adjusted some settings on the router here. Okay? I-I-I even verify this with my immediate... superior. Uh, so, that's why we're-we-we need to test everything, even the modem connection. I know that you've already called AT&T, but just to, um, isolate the problem, we need to connect, um, your Amazon stick straight to the, uh, the modem, just to make sure that we're not getting the same error message, because the source of the internet is your-is AT&T.
81:00
Speaker 1
Give me just a second I need to find out the password and all that we can we can connect straight to AT&T to if you want to do that let me see if I can find a password I really don't know whether I have a password for those or not that's what the issue is but give me a minute okay [silence] All right, let me see if I can get that. At AT&T or not. I'm trying to connect the Wi-Fi for the modem, okay. Wi-Fi wireless, yes.
83:00
Speaker 2
[silence] All right, um, yes sir. So your your AT&T is a gateway. It does have a uh, it's also wireless. Okay.
84:00
Speaker 1
right basically yes i was just i never tried that way but we can try that way too give me a minute okay m three three p k e Boss Anducks more questions for KKEU question 18
85:00
Speaker 2
yes i'm here sir yep okay yes so see how it goes sir so you're still getting the same error message with AT&T so yeah i don't know if it has something to do with the app itself with that specific app because we tried different apps sir and that worked but you you mentioned that it was working with your uh if you're connected to the hotspot so um you may you may
88:00
Speaker 1
Okay. Do me that's okay. Do me a favor. Can we. Yeah can we change those stuff for me. Help me out. To change the name again. And that's all. So where do I go? Okay? Okay and then apply. Yes. Okay. Okay once we done that. We want to go ahead and change the other thing. Too. That you made me changes. Do we need to do that. Or we just don't need to do that.
89:00
Speaker 2
Yeah, I'm really so sorry, sir. Even with AT&T, it's also not working. Okay. You can actually go back to the Wi-Fi setting. Okay. You can name that back to where it was before. So the two point four is the same. So justify DHZ1 and the DHz2. [silence] Well, we
89:00
Speaker 1
Okay, yes, please. Yes, yes, please. Yep once let me finish this, I think they're still taking time to and get it done. Okay, it's done now go to connectivity. Okay, and then go to administration. Okay, I did that, hold on one second, they're doing that. Okay, and then we go back to the local network, you said?
90:00
Speaker 2
can change that back to its original settings are if you really want to okay yeah just go to connectivity oh yes just let me know [silence] yes go to connectivity and then um administration yes and enable that express forwarding and then apply [silence] yes local network and then you can just set the uh static DNS
90:00
Speaker 1
Okay, I think I changed everything, so hopefully it should work now. Okay. Okay. Okay, all right. Okay. Okay. Sounds good. Thank you. Bye.
92:00
Speaker 2
okay yeah everything is back to its original settings sorry so yes um i'm really so sorry i i know that this took so long for us to uh you know um get to work but uh it's really not working even with AT&T it's not working sir so maybe you can check this one with the AT&T again let them know that uh it's even not working with AT&T okay all right I thank you so much for your time and this is epi again from Linksys thank you for calling have a great night sir you take care
92:00