V2 Rubric Detail — a49d7c92-643e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:06
Duration
52m 31s
Contact
Suril Patel
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132833
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical guidance — directing customer to manually upload firmware from a different model (MR7350) on MR7320, which is explicitly prohibited in universal_firmware_update.md ('manual firmware file download or rollback is not supported'). This constitutes a critical failure under auto-zero rule F (Non-Adherence to Protocol).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue, provided technically inaccurate and unsupported guidance (manual firmware upload), and did not follow proper warranty or escalation procedures. Despite signs of hardware failure, no RMA or escalation was initiated, and the customer was left without a clear path forward, resulting in an unresolved case with critical protocol violations.

V1 Case Analysis

Customer reports MR7320 Wi-Fi failure. Agent guided through admin login, used default password 'admin', downloaded MR7350 firmware (incorrect model), performed manual flash. Post-flash: solid purple LED, intermittent Wi-Fi with one bar, 'router not found' errors. Advised possible hardware fault; suggested contact with Best Buy for replacement. No follow-up scheduled.

Troubleshooting Steps
  • Verified modem-to-router Ethernet connection.
  • Attempted to access router UI via myrouter.local and 192.168.1.1.
  • Assumed and used default admin password 'admin'.
  • Confirmed router reset to factory defaults and guided SSID/password reconfiguration.
  • Instructed manual firmware flash using MR7350 firmware (incorrect model).
  • Power-cycled router and observed LED status (solid purple).
Key Observations
  • Agent provided materially incorrect firmware guidance by directing customer to download MR7350 firmware for an MR7320 router [32:00–33:00], a critical accuracy failure per the Velop KB which specifies model-specific firmware.
  • Assumed default admin password was 'admin' without confirming it on device label [18:00], contrary to MR7320 documentation which specifies a unique default password per unit.
  • Repeatedly asked for model number despite customer having already provided it [07:00], indicating poor information tracking.
  • Failed to establish a clear next step or follow-up mechanism; closure was vague and left customer without actionable path [48:00–52:00].
  • Despite technical missteps, agent maintained a calm tone, acknowledged customer frustration, and attempted structured troubleshooting steps.
Positive Highlights
  • Agent verified physical Ethernet connection between modem and router [10:00], a correct first step in isolation.
  • Successfully guided customer to access router UI via IP and local domain [16:00–17:00], demonstrating basic connectivity troubleshooting.
  • Recognized symptoms of factory reset and guided reconfiguration of Wi-Fi settings [14:00–22:00], showing understanding of reset behavior.
  • Maintained a generally calm and professional tone throughout a complex, unresolved call [47:00–52:00].
  • Correctly identified dual-band nature of MR7320 and advised appropriate SSID separation [20:00].
Agent Errors / Gaps
  • Provided incorrect firmware download link (MR7350 for MR7320) [32:00–33:00], risking bricking the device and violating KB accuracy for Velop firmware updates.
  • Assumed default admin password is 'admin' without verifying the actual password on the device label [18:00], which is incorrect for MR7320 per the KB.
  • Failed to confirm model number early in call despite customer providing it at [07:00], leading to confusion and inefficiency.
  • Did not validate firmware flash success or router stability after update; proceeded without confirming outcome.
  • Repeatedly asked redundant questions (e.g., model number, network name) after information was already provided.
  • Suggested hardware fault prematurely without exhausting valid software or configuration diagnostics for in-warranty device.
  • Failed to set a definitive next step, schedule callback, or escalate case despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still experiences poor Wi-Fi signal, intermittent connectivity, and no resolution was achieved; agent suggested contacting Best Buy but did not initiate RMA or replacement process.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent verified cable connections, accessed router UI, and attempted firmware reflash, but skipped key diagnostics like LED status check, proper factory reset, and speed test at modem.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly directed customer to Best Buy for replacement without initiating Linksys warranty/RMA process, despite device being in warranty and exhibiting hardware failure symptoms.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified loss of Wi-Fi and performed basic checks (cable, login), but failed to follow structured diagnostic flow or isolate issue between software and hardware causes.
T2 Not Met Appropriate tools / resources used conf 95%
Agent instructed customer to manually download and upload firmware for a different model (MR7350 on MR7320), which violates KB policy — manual firmware upload is not supported.
T3 Not Met No misinformation conf 95%
Provided incorrect URL (support.linksis.com), recommended unsupported firmware downgrade/upload, and implied manual update is allowed — all contradict KB articles.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had long silences, unclear transitions, and lost control during firmware download; however, attempted to guide through steps.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms like 'firmware reflash' and 'CA settings' without simplification, but did confirm understanding at points and adapted slightly when customer struggled.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of warranty issue; ended call by suggesting customer contact Best Buy instead of initiating RMA or escalation.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided; agent closed with 'call us back if you get a new device' — no follow-up plan or support commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Clear signs of hardware defect (poor signal after reset, intermittent connectivity) warranted escalation to Linksys support, but agent did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent apologized for time taken and acknowledged difficulty, but did not specifically recognize customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 70%
Agent maintained a technical tone but adjusted pacing slightly and repeated instructions; however, failed to fully adapt to customer's low technical literacy.
X3 Not Met Overall experience conf 85%
Customer had to repeat model/serial information, perform complex manual firmware steps, and troubleshoot alone — increasing effort unnecessarily.
Call Transcript95 turns · 100 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting registerrs.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two now. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. To hear these options again, [silence]
00:00
Speaker 1
Hi, this is Mr. Patel calling. Uh, all of a sudden, you know, I'm not getting any Wi-Fi in my household, and I'm wondering what's going on.
01:00
Speaker 2
Press 8. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Please remain on the line for assistance. Thank you for calling Links. This is FB. How can I help you?
01:00
Speaker 1
Then I have a links, yeah. Wireless is not working at all. And I'm trying to figure out why not. Serial number is 37010 m. 2bA 1 0 0 0 6 5 2. No, 37 10. No. 370 10 m, T T for Tom. Oh, 1 0 m 2 b A. Yeah. Two. Perfect. Perfect.
02:00
Speaker 2
Okay, so your wireless is not. Feel the need. right, let me verify that, sorry, I get it, right, that's three seven zero one zero. Mary. I'm sorry, I'm sorry, that's three seven t for. All right. M. for Mary. Yeah, two B as in boy, A for Apple, 00652, correct? Okay, let me just to check this serial number. By the way, what's the. [ silence ]
02:00
Speaker 1
let's see what model number. Hold on. I'm trying to find what, the front of the thing. because you know, it just says Linksys in the front. It doesn't say anything else. It's like a big net router or whatever, you know, we, we got it. We got it even a year ago and it's just, it doesn't work. Uh Suru Patel.
03:00
Speaker 2
model number sir try to look at the front hmm. do you see anything that says M like Mary M X or M R. okay let me just create a record for you here sir can I have your name how do you spell your first name
03:00
Speaker 1
First name is Patel, P-A-T-E-L, Patel60071 at yahoo.com. Oh, no, no, no, no Patel 60071 at yahoo.com. No worries. Spectrum.
04:00
Speaker 2
Yes. And what about your email address? That is again Patel. 0 0 6 7 1 at yahoo.com. And who is your internet provider, sir? Yeah, 0 0 6 7 1, right at Yahoo dot. Sorry about that. Okay. And who is your internet provider? Spectrum. Okay. Yeah, I'm sorry. Um, do you see you you're not able to see there the model? [silence]
04:00
Speaker 1
No, no. I don't got a model number in the front. So, it just says Linksys. Know. I got to labeled at the bottom, okay. And it's giving me a serial number, a Mac number and WPS. And it's giving me a recovery key, password, whatever it's got and everything else but it doesn't give me anything else. [silence]
05:00
Speaker 2
That number at the front, sir. Let me just... Do you see any description on the box? I look like a...
05:00
Speaker 1
Almost, almost a year. Not a year, yeah, I've had it for about eight months, yeah. Well, yeah, I've had it for about eight months, yeah. Yeah, about that, yeah. Receipts, no, ma'am, who is, who the, uh, no, you know, I bought the device, it was working, who cares about the receipt, you just throw it away. Um,
06:00
Speaker 2
Okay. Okay, so you have this device for a year, right, sir? Almost a year? Eight months. Okay. Do you still have the receipt for this device? Okay. Yeah. The reason why we ask for the receipt is to check the warranty status of the device. So, do you see anything that says MR on the device, on the box? on the device itself?
06:00
Speaker 1
I'm trying to see it Klein mr wouldn't put it what what is it talking to hold on no nowhere nothing I don't see anything of that sort yep you know I'm looking I'm flipping it around doing everything but I don't find anything that says MR it doesn't it doesn't give me any kind of MR oh yes yes I see it MR 7320 yep I see it now it's very tiny I couldn't find it yep just one man.
07:00
Speaker 2
we are something. I'll go with the one here. Okay. M R 7 3 2 0. Okay. Okay. I'm sorry. All right. So how many links have devices you have? Just one, right? One of this M R 7
07:00
Speaker 1
yeah my computer Yes I do Thank you give me one second okay I am gonna give that phone to my son he knows more about this than I do I'm not computer literate they know I need I need his help with this thing so I'm gonna have him uh go on his computer he's got a MacBook and he's gonna work it okay give me one second uh you look you look thank you bye Thank you. [silence]
08:00
Speaker 2
73 20 OK alright do you have any computer available for us to yeah cuz what we can do sir since you don't have internet connection for the meantime uh we need to uh check on the router settings okay so we need to manually configure it it's all right okay [silence]
08:00
Speaker 1
She's going to try to configure our modem or our router again. She's going to try to configure our modem or our router again. OK. So, you need to go to talk to it. I don't know how to do it, so. Your laptop is right down here. It's on the laptop. What do you mean it's on the laptop? She asked you to work on your laptop. She was going to ask you to renew. Hello. Let's
09:00
Speaker 2
Yeah hi there sir. Good day. This is Epi from link's. All right so what we can do by the way is we can verify the settings of your router. Okay So since the router is still in warranty, okay Um you still have you're still covered for free technical support. So let me verify the cable connection. Do you have a modem from spectrum and is that connected to your link's router?
09:00
Speaker 1
Okay, so I see links this and then I see, I guess the modem. So I just have to check if the, there's a gray cable both like attached to each other, right? Yep, I do. Yep. I do not. [silence]
10:00
Speaker 2
Yes. Okay. Yes. Okay. Yes, and do you have a cable coming? Right. Hmm. OK, so, and do you have a cable? Right. Do you have a cable coming out from? Mm-hmm. Yes. OK. So, and do you have a cable? Yes. So, y' You have a uh, you have a gray cable connected from your modem to, is it connected to the internet port of your Linksys? To the yellow port? OK. And... And are you able to connect or attach a cable from Linksys to your computer, sir? Do you have an ethernet port? [silence]
10:00
Speaker 1
Yeah, it should be. Like, well, I have no Wi-Fi right now, so no, but it was. I have no idea. I'll have to figure that out. Will do once I get Yeah Would the name of the network be on either of the devices? [silence] [silence] [silence] Okay. [silence]
11:00
Speaker 2
Okay, you don't have an ethernet port. Okay, but is your computer connected wirelessly to your network, to the LinkSys network? Okay, can we uh verif can we go to Wi-Fi on your computer and what is the name of your network? Um i said here this is the address you know that you have the network, okay, it's already right there. Okay, it's RT-AC68U. Uh, but the name of the network? um uh, most people would try to google it. um RT-AC68U. Um, I don't know that. Steven, you might see it on the side of the router. Okay? Um Oh, I have the password. Um, yours is yours. The name is the same as the address.
11:00
Speaker 1
[DOWNWEIGHT] Yeah, I see it. Okay. Lynxsys. Yep. Yep. So I see a Lynxsys, okay. Let's see, what's the last one? Multipass. P6, pd. okay Okay. All right. So it's like, connected, but it's like, not connected. It's got like, no, uh.
12:00
Speaker 2
Well, did you set up a network? Did you do set up a different name because by default, the name of the uh linksys network is linksys. Um at the bottom, yeah, you should be able to see the Do you have any autologies? Do you have a face? If not, face or Flack, I can sit
12:00
Speaker 1
bars. like one tiny bar. yeah. it doesn't work, like it's like connected, but it doesn't work. Okay. Yes. yes. they say everything is okay. it's working on their end. Well, it's working on my end. I can log onto YouTube just fine. I can pick and scroll.
13:00
Speaker 2
Okay, so it's connected right? Okay. It's connected, but it's not online. All right. Um, did you verify by the way your connection from spectrum? Are you, uh, like, have you tried, um, checking this with spectrum prior calling us? And they said that, uh, the the connection is fine. Hmm.
13:00
Speaker 1
[DOWNWEIGHT] someone logging the big which one are you logging into the hotels why that's the one we have that's not it's the name of it it's the links of setup 3 let's see yeah that's the one I'm connected to right now I'm going to try to get did you do that I might have okay I might have I just you know was pressing the buttons because it was not going through no how is that happening for the very first time
14:00
Speaker 2
Okay. Are you able to see Lynxis setup when you go to Wi-Fi setup? Oh, it seems that your router has been reset to factory defaults. Did you happen to press the reset button at the back of the router? Okay, yeah, because once you press the reset button, all the configuration, all the settings that you had before will be removed. So, you need to reconfigure it.
14:00
Speaker 1
All right, so how do I do that? Yep. Yep. Let's see. Well, I'm connected to the Linksys one. And so if I click on Details, it's not an option on my computer. I have network settings. I have copy password and I forget this network and auto join. Sure. Network settings. All right. See I pick up.
15:00
Speaker 2
Okay, so, yeah, that's fine. That's fine. So, you're, you, right now, Sir Patel, um, you're connected to Linksys, correct? Yeah, let me just verify if you have uh a valid IP address on your computer. So, can we uh click on the Wi-Fi icon. And do you see there details? 'Cause uh you're already connected to your network, right? Yes. Do you see do you see details? There's an option. Can we go to network settings? [silence] Okay. So, are you saying OK? Yeah, nope, can't find it. Okay. So, I'll just help you walk through your computer, how to find the details, okay? Can you click your Wi-Fi? See where your Linksys is connected. Okay. [silence] So, if you if you go to your Wi-Fi details, you'll be able to see it. And if you click on the show details, can you tell me your IP address?
15:00
Speaker 1
the address is 192.168.114. Thank you. I have clear. Have gun. Router is 192.168.11. Yes, I can open up Google Chrome. All right. Ready? All right. It says site can't be reached.
16:00
Speaker 2
One that one dot 114 and what about the router? Okay, can we open up um Google Chrome? Do you have Google Chrome? Okay, then on the address bar right on top. Okay, type in hTtp://mY Router.local. Again, um that's hTtp://mY router.local.
16:00
Speaker 1
yep, my router.local, that it says this type not. yep, I did that. I did that, and it still says. yep, all right, so then I have to scan the links of that. Yeah. the phone. as I clicked it. saying right so we're not
17:00
Speaker 2
Right ? Yes . Make sure you type in, you put in HTTPCwal cal slash. Later. O . K . What about http ? O . K . Let's just try this one. https colon slash slash 192.168.1.1. and then press enter . O . Later. O . K . Do you see the uh phone image ? O . K . Just click it, sir. Thank you .
17:00
Speaker 1
One moment. I'm not, that would be the smart card. All right. All right. So now access, develop, it wants a router, password. So then. Okay. All right. So now I'm on, so is this device connected to the router or connected to the internet? Password is.
18:00
Speaker 2
Okay. All right, so it's asking for a router password. Um, since the router was reset, try admin, A-D-M-I-N all lowercase. [silence] Okay, so.
18:00
Speaker 1
Just, what do I'm doing this? What do you need me to log in to? It says I said I'm logged in. Correct. The links is smart Wi-Fi page. Says this device is connected, connected, connected. So this device connected to the router it's connected to the internet. Yeah, I was able to I was able to do that. Yeah. Say that one more time. [silence]
19:00
Speaker 2
Yeah. Yeah, yeah. Are you able to log in? Okay, so you have the Linksys, uh, page, right? The smart, Oh, okay. The Links is Linksys Smart Wi-Fi page. All right. So, um, what's the network status there? Do you see, uh, the, uh, okay, so it says connected to the internet. So can we try to open, um, other window and check if you're able to open any websites like YouTube just to make sure uh, you're able to do that. Okay. All right. So let's go back to the Linksys Smart Wi-Fi page. And, uh, do you see CA down at the bottom right?
19:00
Speaker 1
Yep. Yep. Hmm. Alright. Okay. Connecting. You got there. Okay. Okay. Ready.
20:00
Speaker 2
can you see the CA option down at the bottom right? beside privacy policy. Okay, click on CA. All right. once you click CA, go to Wi-Fi settings. All right. So, that is where you change the Wi-Fi name as well as the Wi-Fi password. So, for the 2.4, you may name it as your name, Patel, and then you can put 2.4 at the end. Same goes with the 5. So, just put Patel and then 5 GHz. So, just separate the name so you would be able to identify which one is the 2.4 and which one is the 5. Okay, you may use the same Wi-Fi password for both bands.
20:00
Speaker 1
Okay. Mm-hmm. Okay.
21:00
Speaker 2
Once you're done updating, you may click apply. You may also, if you want, you can take a picture of your Wi-Fi settings, so you won't forget. And you'll have a copy. Yes, because we changed the settings, so you need to reconnect. So kindly go to Wi-Fi and check if you're able to see your network.
21:00
Speaker 1
So I can do either Patel five or Patel two point four, right?
22:00
Speaker 2
Yes. If you're near to the router, you can connect to the 5 gigahertz, because it will give you better connectivity. Better and faster connectivity compared to 2.4. So once you're connected back to the network, you may check your other wireless devices, Mr. Patel, if you're able to connect. Cause we need to make sure everything's working.
22:00
Speaker 1
just just not showing up as a like like the network that you set up as not showing up as an option just one second no so so well. no no. just one second. i turned it off and turned it back again but being sure.
23:00
Speaker 2
Try to turn off your Wi-Fi and turn it back on.
23:00
Speaker 1
[silence]
24:00
Speaker 2
Are you able to see it? Try to forget the network first. Did it ask for the password when you try to connect?
24:00
Speaker 1
it's taking a second but uh... [silence] yeah it just keeps disappearing. let's see. [silence] well the 2.4 is not even an option but now the five is not even there either. [silence] it did show up earlier now it's gone.
25:00
Speaker 2
Did you try to connect to both drink it earlier?
25:00
Speaker 1
And the device that I have connected with patel5 does not have uh is is the only one that's showing up but patel 2.4 doesn't show up. and the patel5 is only showing up on one device [silence] all right okay. [silence]
26:00
Speaker 2
Okay. Can we try to turn off your Linksys router. Unplug the power just for 30 seconds?
26:00
Speaker 1
All right. Just plug it back in. I like the shoes. All right. Thank goodness. Almost. All right, I just cultivated back in. Alright, so now neither of the Patel ones are options. Uh, let's see here. nope no here now I got here my Patel five came back let's try that one real quiet let's see some I'm connected but very poor connection okay let's see
27:00
Speaker 2
Not really, but can you still see links is there? The link system? It is not there.
28:00
Speaker 1
Yep, I'm on there now. Sure. All right. Report. Okay. Sure. Firmware version is one one seven two zero nine three one seven. Yep.
29:00
Speaker 2
If you're able to connect, sir, try to go back to the Linksys smart Wi-Fi page. I'm just going to check the firmware. Okay. Alright. On the user interface, can we go to troubleshooting? And then click on report. Okay. What is the firmware version? 1.1.7?
29:00
Speaker 1
And then 209 317. 209 317. I need the army number on the grade on the top day. MR 7320.
30:00
Speaker 2
[KEEP_UNCERTAIN] dot three zero nine okay 317. okay. hold on. let me just check if it's the latest firmware. that is 7320 right M-R 7320. okay. i'm just gonna let me just track here. i'll call you back. I'll call you back again. okay, bye. [silence] Uh, yeah, just give me a minute or two, so I'm just going to check if it has an updated firmware, okay? Just hold on, please. [silence]
30:00
Speaker 1
Sure. [silence] 50. Okay. Okay. So what do I type in to the search?
32:00
Speaker 2
All right. Uh, sir, can we go to this web- This website, please? We'll just have to perform a refresh on the firmware, okay? So kindly go to support.linksis.com. Or you may actually search on yourgoogle search, go to MR 7350. Just search for MR 7350. Linksis? Yes. 7350. They actually have the same firmware, base firmware, so they're they're just the same.
32:00
Speaker 1
Okay. I see, there's a link that says, linksys, MR7350 support. Okay. Come on. Go. Okay. [silence]
33:00
Speaker 2
Yeah, under Google search, just search for MR7350 Lynx firmware. Yeah, just click on that. And then below you have there the MR7350 download. So just click on download. And while waiting for that, so let me put you on hold for a minute or two, okay? Just gonna verify something.
33:00
Speaker 1
It is currently downloading. [silence]
34:00
Speaker 2
hello sir patel thank you so much for patiently waiting so yep did you download the firmware already is it done it's still downloading okay [silence]
34:00
Speaker 1
[silence] Well do. Okay, download is complete. Okay, change that there. [silence] All right, download is complete now. What do I do? Okay. All right.
35:00
Speaker 2
Just let me know once the download is complete. Thank you. All right. Kindly go back to the link to Linksys Smart Wi-Fi page. All right, click on connect to.
35:00
Speaker 1
Yep. Yeah, there's no option that says firmware update. So there's check for updates. Yeah, I can choose a file and go click on the thing that I just downloaded. Yep, I got it. I clicked on that thing. Yep. So apply. So apply.
36:00
Speaker 2
uh do you have an option to select for manual and uh yes click on file and browse for the file okay so just uh upgrade it from there sir yes [ silence ]
36:00
Speaker 1
Kole. why? I'm not sure if anything happened. The go starts. I'll update form one. Yes. You're good. Yep, I clicked it. Yeah, now it's installing firmware. [silence] Is. [silence]
37:00
Speaker 2
uh when you click on the iOS 7.1 firmware file check if there's an option that says start or Update firmware click that button okay is it running okay um [silence] i've got my ipod plugged in i'm gonna
37:00
Speaker 1
No, cuz I'm on the phone with the internet people. So he's gonna.
38:00
Speaker 2
Okay, it's still doing it, sir. All right. Okay.
38:00
Speaker 1
Like blue, The blue thing got to the end of the installing part and now it's just sitting there.
40:00
Speaker 2
Okay, it's still working on it. Is it almost done, or it's already completed? Okay. So it doesn't say yet that the firmware's
40:00
Speaker 1
I have not get out now it's done. Okay. Now I can say, okay. Alright. So, how do I click apply? yep. Don.
41:00
Speaker 2
It's completed or something. So what are your, uh, what are the options you see on the screen? Do you have okay? All right. Yeah, just click apply and then okay. All right. Now, um, can we check again on.
41:00
Speaker 1
All right, let's see. I'll try on a different device than my laptop. Hmm. I see networks. I'm getting people's from across the street. I'm not even getting mine. What? How about if it's by here? What are you doing? Doing a Skynet ambush? Not one of those ones on the view. Don't know that.
42:00
Speaker 2
On the Wi-Fi settings if the settings is still the same. [silence] Yeah tr- tr- try the other wireless devices if you can see the networks. Yeah. [silence]
42:00
Speaker 1
[silence] I do not see. Is this on the Lancer device? Right.
43:00
Speaker 2
And if you can try another extension. Thank you for holding.
43:00
Speaker 1
It's [silence] done. linking blue balls right now. Yes. Now, I was supposed to let go of the reset, correct? Okay, now I-s purple, now I-s purple. Okay. Now it is a solid purple. Yes the links to 90, f3. Yup. Okay it's trying to connect. Okay it is connected.
44:00
Speaker 2
Blinking blue. Yes, after 25 seconds. Is it solid? Okay, all right. So, once it's solid, sir, can we go ahead and check on your computer if it shows up your default network? Okay, please connect to that. Does it have
45:00
Speaker 1
No. It's- it's terrible signal strength there since we started this, it's been like one little bar. Like, one-l-yep, one little wave. I am standing next to it. And the router keeps flipping in and out of being found or not. [silence] just one network, I believe.
46:00
Speaker 2
Just one little bar. And how far are you from the Linksys? OK. Does it show up to networks or just one?
46:00
Speaker 1
Yeah. Yeah. This one. Yup. Yep. I'm on that page. It just keeps saying, it, like, it just keeps jumping in and out of router not found, and when it's router not found, I can't do anything. So, right now, it's, like, okay, but I'm sure any second it's gonna flip back on to router not found. It's okay. [silence]
47:00
Speaker 2
Okay, can we try to access again 192.168.1.1? Let's go back to that page. But yes, I understand the answer. I'm sorry for that. Because it seems like there's really a problem with the wireless, um, with a Wi-Fi signal on uh this uh router. Could be the uh the antennas um of this particular router. There's really a possibility that there's already a problem with the hardware because normally once you um
47:00
Speaker 1
Yeah. Yeah. Correct. Bestbuy.
48:00
Speaker 2
Once we reset the device factory defaults and it shows the default name and you're- you're near to the router, you should get excellent signal, five bars, not just one bar. And you're only seeing one network there? The LinkSys network, right? Mhm. Okay. So, where did you purchase this device? [silence] Okay, cuz uh- this uh- this actually has um- this has one year of warranty. But uh, yeah, since your device is less than one year, okay, it's still in warranty. I'm not sure if you can still have that replaced with Best Buy. But I believe as long as you have, you still have the receipt, you should be able to have it replaced. [silence]
48:00
Speaker 1
[silence] or [music]. [music] Correct. Sure. I don't even see it on my other devices, to be fair. [music] [silence]
49:00
Speaker 2
Yeah, so you may actually check that with Fast Buy, um verify it with them, ah because, uh we've already, uh performed a reflash on the firmware and, still not successful. So, it could be that the antennas are, not really working here. Okay, um the antennas will help you boost your signal, but right now you're near to the router and it's still, it's not, we're not getting any lock, it's just the one bar. And it keeps, uh disappearing, right? Mhm. Did you, can we check your other wireless devices if it's still doing the same, if it's doing the same thing? Yes, just for us to, uh isolate the problem.
49:00
Speaker 1
The only device that actually shows up is my laptop. Everything else that doesn't show up. And that's like three different devices. And then like it keeps flipping in and out, like it's saying router not found and then it like connects, just router not found. Yeah. The connection's been bad since. Yeah. Yeah.
50:00
Speaker 2
Oh, okay. Yeah. Yes. So obviously, yeah, obviously the router is really not working here. Um, normally, sir, yeah. Normally, once we, once we reset the router to factory defaults, the signal should be excellent. Okay? You should be getting excellent signal and you should be seeing two networks since that is a dual band router. So it should show two networks and with excellent signal. So that's how the router should work. But right now
50:00
Speaker 1
Sounds good. Yep, sounds good. Nope, that'll be it. I hope Kaye I'm 10% I agree. Thank you. you too. Bye .
51:00
Speaker 2
Okay. Yes, I'm so sorry if I if I took so much of your time just to resolve this. Yes, but you can always give us a call back if you have the new device or you can always give us a call back and we're open up until 11.00 p.m. Eastern Standard Time. Thank you again for calling Linksys. This is appy and you do have a great night there. Thank you so much.
52:00