V2 Rubric Detail — a4b0a396-74c7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 21:07
Duration
62m 38s
Contact
Anita Saunders
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135407
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350_Initial Setup of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.86/5
Overall64.8% (+8.8)

V2 Grader Summary

The agent achieved successful resolution with customer confirmation of connectivity. However, technical accuracy was compromised by enforcing non-KB password rules (10+ chars, no repetition), and troubleshooting was disorganized, increasing customer effort. Ownership and empathy were demonstrated, but communication and process efficiency were lacking.

V1 Case Analysis

Customer Anita Fonders set up a new Linksys Max-Stream Dual-Band Mesh router. After multiple troubleshooting steps including incorrect reset guidance and browser navigation issues, the router was successfully configured and internet connectivity was confirmed via the Linksys app.

Troubleshooting Steps
  • Collected device serial number and customer contact info.
  • Instructed a factory reset (incorrect 5-press method).
  • Guided the customer through the Linksys mobile app login and router password creation.
  • Assisted with location permission settings in the app.
  • Verified Wi-Fi connection on the customer's phone.
Key Observations
  • Agent provided multiple materially incorrect technical instructions (5-press reset, invalid URL, misleading password requirements).
  • Customer experienced repeated failed attempts due to agent errors.
  • Despite poor technical accuracy, the agent persisted and the customer eventually achieved a working setup.
  • Warranty lookup was initiated but not completed; no escalation path was offered.
Positive Highlights
  • Collected essential customer information (name, email, phone, serial) at [02:00–04:00].
  • Initiated warranty validation by requesting proof of purchase via email at [06:00].
  • Persisted through multiple failed attempts and kept the customer engaged despite technical setbacks.
  • Eventually guided the customer to a successful Wi-Fi connection and confirmed internet access.
Agent Errors / Gaps
  • Advised a 5-press reset on a Max-Stream router at [08:00], which does not use that method — only applicable to WHW/MX/MR series without a dedicated Pair button.
  • Provided an invalid URL 'http://www backslash time' at [21:00] instead of the correct local access URL http://192.168.1.1 or http://myrouter.local.
  • Miscommunicated password requirements, stating 'at least 10 characters' multiple times [35:00, 36:00, 39:00], while the KB does not specify a universal 10-character minimum for router passwords during setup.
  • Failed to verify the correct local router IP address, allowing the customer to search in a browser instead of navigating directly to 192.168.1.1.
  • Did not confirm the router model before giving model-specific instructions, leading to incorrect reset procedure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed connectivity multiple times: 'I'm connected... thank you... I'm connected' and agent confirmed setup completion.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided reset and app use but troubleshooting was reactive and disorganized; skipped modem/physical checks and relied on app despite repeated failures.
R3 Met Correct resolution path conf 95%
Agent verified warranty, requested proof of purchase, and continued troubleshooting setup rather than dismissing due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (pink light) and initiated reset but failed to ask key diagnostic questions (modem status, physical connection) before jumping to app setup.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly used physical reset button and local web UI (192.168.1.1) as specified in KB for router access and setup.
T3 Not Met No misinformation conf 95%
Agent enforced incorrect password rules (min 10 chars, no repetition) not found in KB; Linksys default is 8+ chars with no such restrictions, which derailed setup.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but allowed long silences, repeated unclear instructions, and failed to structure interaction with clear phases or expectations.
C2 Partially Met Confirmed understanding conf 80%
Agent used polite language ('ma’am') but failed to adapt to customer confusion; repeated technical jargon without simplification or confirmation of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned case from start to finish, did not transfer, and persisted through multiple app and setup failures to achieve resolution.
O2 Partially Met Proactive follow-through conf 85%
Agent requested Amazon receipt screenshot but provided no timeline or follow-up commitment; customer effort increased without clear next steps.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a first-time router setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('you have a lot of patience'), thanked customer repeatedly, and remained courteous despite technical setbacks.
X2 Partially Met Tone & rapport conf 80%
Agent maintained polite tone but did not adjust pacing or simplify steps during customer frustration; repeated instructions verbatim despite lack of progress.
X3 Not Met Overall experience conf 90%
Customer forced to repeat password attempts, app restarts, and screenshot submission; agent did not streamline process or reduce redundant steps.
Call Transcript110 turns · 117 lines
Speaker 1
Kayla ought to have a new router and I'm having a hard time getting it connected. I called my local internet, you know, provider, but I think I'm just gonna go get a new one cause I called and they're closed. Netflix was just trying to function in my life even when I was before there is now Netflix. 4:45 AM. I'm. So I just. But I. The issues that you can relate refund the best boutique, man. I started to temper it with a new router and I'm having a hard time getting it connected. I called my local internet, you know, provider, but I think I'm just gonna go get a new one cause I do. So I do it cause I do. I asked her.
00:00
Speaker 2
Welcome to Links-Us support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press one now. For out-of-ware technology products, paid support. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Links. This is Karina. How may I help you?
00:00
Speaker 1
[silence]
01:00
Speaker 2
okay. so this is for initial config okay. so this is the first time that you're going to set up the device. okay, may I know the model number and serial number of that radar, ma'am? [silence] And how about the serial number? make sure [silence] it first or that is into the board. yes.
01:00
Speaker 1
0. 0, 1, 4, 4, 2. Correct. Yes. Well, it's S, slash, n, 34, N, 10 M 25 A, 0, 1, 4, 4, 2. That's the serial number. Correct. Yeah. On the back side, yeah. [silence]
02:00
Speaker 2
34M4, 34N for Nancy, 10M for Mary, 25A for Apple, 01442. The first two numbers on the box was 34. Okay, this is on the I'm underneath the device, right? That's on the device itself, correct? At the bottom.
02:00
Speaker 1
on the sticker. on a hinge office, Amazon. It's a Lindsay MaxStream Dual Band Mesh Wi-Fi 5 router. Um, light curve. light curve. Yeah. Yeah, it's L-I-G-H-T-C-U-R-V-E. Um, my cell phone is two five three 370 3585.
03:00
Speaker 2
Um where did you bought this one ma'am? Okay, and who's your internet provider? light surf Right Icarve like C U R V E Okay, how about your phone number ma'am to complete your record? Mm-hm mm-hm How about your first name and
03:00
Speaker 1
It's Anita, A-N-I-T-A. Last name is Fonders. F-A-U-N-D-E-R-S. Oh, so S is in Sam. S is in Sam. A-U-N as Nancy D-E-R-S. It's A-N-I-T-A dot S as in Sam. A-U-N-D-E-R-S 8383 at gmail.com. Uh-huh. Correct.
04:00
Speaker 2
Last name, last name. Did F U N, correct? Mhm. I'm sorry. How about your email address? Alright, thank you so much for this information. Your email address is your first name dot last name eight three at gmail.com, right?
04:00
Speaker 1
[KEEP_UNCERTAIN] Probably a couple months ago. We've been really busy and I've been, um, I tried to put it to get up and then I gave up and, um, and then I tried again and I gave up and so I'm trying again. So, it's been probably a month and a half ago maybe. Yeah. Um, well, I could, I don't know, yeah. I just got it not, I mean, just a couple months ago or a month and a half ago. Yeah.
05:00
Speaker 2
This is the first time that you're going you're going to set up the device. And when did you bought this one from Amazon Madrid. When did you order this. [ silence ] And can [ silence ] came one and a half month. So you probably got this around around May of May 15th. Or is it May 20th? Okay. Okay. All right. So Ma'am, um, for you to validate the warranty of the
05:00
Speaker 1
I'm not really, I'm not worried about the warranty. I'm trying to get my internet hooked up. That warranty, those, yeah. Okay. It's solid, like a light pink. Yeah.
06:00
Speaker 2
this product? I'm a valet. If this later, I'll be sending you an email. And then also, please reply to that email with a screenshot of the proof of order of proof of purchase from Amazon. Okay? Yes, ma'am. So that we will have a record here on our end and to validate the warranty of this one, okay? So I will just proceed with the troubleshooting right now, ma'am. Let me just verify it. What's the color of the light that's on the front of your unit? It'll be done. Okay, it's purple.
06:00
Speaker 1
now I'm sorry. The what? Yeah, it's connected to my internet. Yeah, service. Correct. correct yep yep
07:00
Speaker 2
Okay, okay, so. [silence] Okay, since the light is pink, that means it's not yet set up, ma'am. [silence] So, right now, um, from your, um light curve modem, the cable is plug in at the back of the router and the internet port, right? [silence] The cable, the Ethernet cable, [silence] connected and the other end, it's connected to the light curve modem and the other end is at the back of your LinkSol and that's connected to the internet port, right? [silence] Okay. [silence] All right. [silence] So, ma'am, um try to check at the back if you can find there the reset button.
07:00
Speaker 1
Yes. OK. OK, got it. It's flashing now. flashing light. OK.
08:00
Speaker 2
Okay, so press the reset button five times in five seconds. So that's like, press, release, press, release, five times within five seconds. Mmhm, check the light, the one that's on the top. Okay, let's wait for that. Let's wait. Yes, you can search. Have a great morning. All right. Thank you for your time. With Eddie, thank you for calling and have a great day. Love baby, love baby. I'm on the go, so this is going to be short, so I actually I watched you, so actually I will suggest letting her say his name is butlive it, live it Ok.
08:00
Speaker 1
I'm a solid blue now. Okay.
09:00
Speaker 2
Okay, is it still blinking? Okay, let's just wait for another minute to make sure that they'll stay with blue color, okay? Okay, I already sent you an email, ma'am, regarding what the receipt. So once we have internet connection, you may now, um, like if possible you can open your purchase order history from Amazon,
09:00
Speaker 1
L.I. it's lower slash L.I. L.I.N.K.S.Y.S. setup F66. Password. Oh. F-66 six six F as in Frank.
10:00
Speaker 2
and they just do like a screenshot on the purchase uh information with this router okay just for like um documentation ma'am so um underneath the router ma'am while waiting underneath the router there's an information there like name and password right what is the name I'm sorry f56 links a66 okay what is um
10:00
Speaker 1
Um, I'm sorry, what? Okay, gotcha. That's what I have been doing cuz that's what it how it told me to set up.
11:00
Speaker 2
on the same, the sticker ma'am.
11:00
Speaker 1
Hello Um stop letting me Go to unlock view network and I don't know how to do that. Um Um it says Internet unlocked to view network. Um and I haven't access the internet.
12:00
Speaker 2
Okay, on your Android phone, you go to settings, when you go to settings, go to Wi-Fi. What do you mean that you need to unlock to view the network?
12:00
Speaker 1
Why is it doing that? Good. Um let me go back to, just a sec. Okay. So I, I have it set up for the link. I already put the password in and everything. It says I'm connected. It says signal strength is excellent. Yes. Uh-huh. Okay, let me see if I can do that. Yeah, I was able to do that.
13:00
Speaker 2
Try to connect this phone to the Wi-Fi, ma'am. How do you do that, ma'am? [silence]. So you're now connected to the links. Setup F6. [silence]. and that it's your, kindly check if you can now access internet, ma'am. Okay. So your [silence]. Okay. Were you able to check, were you able to receive the email from ranks?
13:00
Speaker 1
Yeah, and I have been because I've been on my, Verizon plan for my internet since we've been down. So, but it says that, um, yes, I did get your email. Yeah. Uh, um, do I [silence] well, it says for right now, it says that I am connected to link C. Um, it says I'm connected. Um, I would have to, um, see if, um, not me.
14:00
Speaker 2
You may try to turn off the data, ma'am, on this phone. Just to make sure that we are connected. Wi-Fi. Okay. Okay. So, ma'am, is it okay if you could send us the scan shot of the Amazon, um, order details? [silence] If you've set up, we can need just one. [silence]
14:00
Speaker 1
Um, um, well, I definitely, the link's fine. I'm going to definitely change the, um, change the password. Okay. I'm going to send the screenshot. Um, I hope it is what you wanted. Um,
15:00
Speaker 2
Do you want to change the or do you want to personalize the name of your wi-fi or you just want to leave it the links that sort up? Yes, then just go the reply to that um email that I sent you and then just attach the um screenshot [ silence ]
15:00
Speaker 1
If that's what you want, but that's what I bought. Okay, I just wanted - Yeah, I then. Um, yeah I have um. I mean, what about my um TV? Can I do it there? Cuz this is not like - Okay, um, cause this is not letting me anything.
16:00
Speaker 2
Okay, so let's now. Um. Okay. Let's now. Um. Did you send it already? Okay, so let's um change the Wi-Fi password on this computer. Um, right now, ma'am. So, in your com- um, on your phone or do you have other a device that we can use like a computer or maybe a tablet provider um commander um we go to register um No, ma'am. No, ma'am. It's not on um it's not possible on the TV Thanks for watching.
16:00
Speaker 1
okay um I have um i it says download the link, the app for setup on my I'll just do it on my, I'll just do it on my phone, um can I do that? Um, well I have my ... okay, I'm on Google.
17:00
Speaker 2
U'm... uh... um... all right ma'am. no ma'am? what that uh... why is that device? okay uh... oh yeah we gonna try it on your phone so on your phone can we open um browser like um Google Chrome? okay and then on the address bar please type this numbers
17:00
Speaker 1
Okay. 192 one. Okay. 192.168.1.1. Got it. Okay. Okay, so download rotate the app for setup. Um, Google play, but I've already got that on my phone already. Um, should I continue and do it again? Yeah, okay, let's do it again.
18:00
Speaker 2
192 .168 dot one dot one. Dot one, six, eight. Dot one dot one. Yes. Okay. They have the option to continue smart, Wi-Fi. or. uh... no ma'am. how about this. um, can you tap the two picture of the phone? Just tap it. [silence]
18:00
Speaker 1
It's asking for an email address and a password to sign in.
19:00
Speaker 2
And then, okay, is it asking for router password or axis router? No, how about look? No, I do not use that information. Kind of there is an option at the bottom like route, route, route. or login. or password or local access. Million a sign in. Am Sai. [silence] Yes. [silence]
19:00
Speaker 1
do password and that says
20:00
Speaker 2
Password access or router access, ma'am. Yeah, use the router password. [silence] Ma'am, what's on the screen right now when you tap on router password? Okay, on the router password, ma'am, try to use admin, a D m I N. [silence] I can't see.
20:00
Speaker 1
So, um, okay, so when I click, when I put that number in, um, so, it says, link C setup, um, my router, local login, my router, login, router, login password, what is one of my, people click on? Yeah, when I click, when I put that 192.168.1.1 or dot one dot one. And then it says login link C login setup. I.
21:00
Speaker 2
Let's try http://www backslash time it provides you with different search results, ma'am.
21:00
Speaker 1
My router local, my router local login linkage login my router local linkage linkage outer log in password lunch extender login lunch see smart wifi. Okay, just a second.
22:00
Speaker 2
It seems that it's not on there, it will give you different search results. Okay. So, uh, can you, um, go back Go back to Settings and then go back to Wi-Fi Yeah, find the Wi-Fi [silence] We're here, so.
22:00
Speaker 1
just a minute. Okay. I'm at settings. You want me to go to Wi-Fi? Now I use the password that was on the device. Network and Internet. And it says Internet is LinkedIn setup F66. Okay.
23:00
Speaker 2
Okay, hold on ma'am. Let me just verify. When you connected your phone to the Wi-Fi, did you use the same password at the bottom of the device or you already changed it? Do you see a picture? Okay. All right, so what's on your screen on your phone right now? Okay, kindly tap the name. When you tap the name, it will give you different information. What is
23:00
Speaker 1
9 19192.168.1.1 to 2. Okay.
24:00
Speaker 2
What is the IP address right now? What information do you have? After you... Okay. All right. Kind of close this page. Then go back to the... g Silence. When you click on Google Chrome... again on the address bar you type the Numbers 192.168.1.1. It should be on the address bar, ma'am, not on the search tab.
24:00
Speaker 1
Okay, and then it says, download the Linksys app for setup. [silence] No, it just says Apple store or Google Play. [silence] Should I go [silence] ccould I go to my original, um, the one that I already downloaded on my phone, the Linksys? [silence] Okay, so I'm at, on the app and it says, log in or have a new product launch setup.
25:00
Speaker 2
And again, it gives you different search results. Then they have the option, do you want to connect them? Let's try it if we can change the password and the name. so just open the app. click on log in.
25:00
Speaker 1
Use my email address use router password. Okay. Thank you for your help, too. Okay, it says, Setup can not be completed without this. Enable Location Permission manually to proceed. And I did that already. It says, um, cannot set... cannot be completed without this. It says, your access location... allow location access. Um, so I went to my settings... [silence]
26:00
Speaker 2
use router password. Okay. Welcome. After you click on router password, ma'am, what happened?
26:00
Speaker 1
I went through location. Um, and it says use location. And it's on. Um, okay. But it's not letting me get any farther because it says allow location access. It says location is enabled. No, and don't have nothing. It says, um. It says, um, allow only while using this app. And it won't let me go any further.
27:00
Speaker 2
Okay, let's go back to the app. [silence] And then what are the other options that you have there? Okay, the we have the option continue, cancel. Yeah, can you click on that allow using this?
27:00
Speaker 1
My my location location is on. That's what I don't understand it's not. Um I'm I don't know why it's saying that because my location is on. um um yeah okay I got it um um um Whiteblank now. So now it's doing something. Um it's still saying that I have to allow access. Okay, wait, it says link, link this isn't responding. I'll put wait. It says that linksys isn't responding. Um, like just, I mean, remove it, you mean? Or just close it? Okay, I'm in. And it says allow location access. Nothing. Um.
29:00
Speaker 2
So you completely close the app, Ma'am. No, just close. [silence] the app. [silence] Then kindlely open it again. Then what are the options that you have? Like do you have the okay, cancel? [silence]
31:00
Speaker 1
Yeah, it keeps going back to allow location. It says, enable location permissions manually to proceed. Go to settings, location app permission. Tap on linksy in your app list. Allow only while using the app. So, I'll go back to settings and location app permission. So, I went to settings. I'm on location.
32:00
Speaker 2
Then, what are the options there, Mel? You have to put. Can you read it to me again? Yes, and then look for the links. Let's see. Then, look for that links is app.
32:00
Speaker 1
Yeah, I, I, it's not showing me anything about links that. kk, let me go back here and see if that did anything. [silence] Okay, name of Wi-Fi and it says Wi-Fi password. Okay.
33:00
Speaker 2
what you're going to be what your wallet your password is your name your wifi right now. And then, when you enter
33:00
Speaker 1
OK, I'm just going to put Linksee, and then I can put my password in or do I have to put the one on the back? My own? OK. Oh, no, I would rather I would rather change it. OK. Now, let me put my password in. OK. Um [silence]
34:00
Speaker 2
Yes. It's up to you ma'am. If you want to use the one at the back then we don't need to run that setup and then if you want to change it, yeah you can type in there the password that you like. [silence] is that right? [silence]
34:00
Speaker 1
Thank you. Is the capital capital a eight eight of them? OK. OK, just a minute. [silence] Is.
35:00
Speaker 2
how many characters did you use ma'am for your password? all in all how many characters? and then when you try to try to check if you can proceed if not then you need to create uh you need to make it more than eight
35:00
Speaker 1
my goodness one two three oh my goodness how many do we have to have? 101 9310 910. Money, money. Oh my god. 87. [silence]
36:00
Speaker 2
at least 10 mm, try. you can go for a one more person for on our God's grace people and by getting
36:00
Speaker 1
[KEEP_UNCERTAIN] I can't start her end with the space. I didn't think I did it. You think I have to put the one that's on the box or this is how you change yourself. Because I don't know how many I got. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14 and still won't go. I don't know. It just won't let me. go forward. It's um, it says pick something memorable and
37:00
Speaker 2
You can also find that on your website. Okay. There's anything? Yeah. Yeah. I think there are regulations that watches you on that part. And there's the root. Yeah. And what is the error, ma'am? So what's on the screen right now? Just the password.
37:00
Speaker 1
secure and I tap the password and okay wait Lyft sees takes your private privacy and security very seriously does not track your application or usage to do to do it says continue okay now it wants my email um it says um login, password my email and then password so do I put I can I can it so.
38:00
Speaker 2
and then you tap the password right just click no no um don't tap your email mom what information is there you have aside from that log in with your email they have the other app they have another option there to uh log in local like using router password [silence] we'll use terms and conditions right
38:00
Speaker 1
Just skip for now. Okay, now it won't let me do that. Um, if I put my email in. Okay, but it won't let me do that now. Um, okay, continue. Okay, skip for now. Okay, got it. Now it says, please wait. Create your router password. Use this password to complete setup without an internet connection. Router password. Router password hint. So, Okay. Okay, so my router. So, this has to be different than my
39:00
Speaker 2
[silence] yes, click on skip for now. mom don't type your email, just go to skip for now. [silence] okay, kindly create a router password, again minimum of 8 uh minimum of 10 characters at least 10 characters, combination of numbers and letters and special characters. This is for your router password, ma'am.
39:00
Speaker 1
Okay. One special character, one number, ten characters. Does that ring a bell? Okay. Not letting me... Come on. Damn it. [silence]
40:00
Speaker 2
Okay. Yeah, it's okay, ma'am. You can just skip that, but if you want to put a password hint, you can, so it's easy for you to remember that that is your router password.
41:00
Speaker 1
Thank you. Oh, and a number. Okay, so Jane and one. Okay. Okay. Just a minute. Oh my God. [silence] 1234. -- it says, create your router password. [silence] [silence] An internet connection. So, do I, I did that already. Yes. I don't know. But I already did my password for my router. It says router password hint, but everything I put in, it won't go any further. So like a hint, um,
42:00
Speaker 2
Again, ma'am, you can create minimum of 10 characters at least one letter and it should be no repetition of the letters or numbers at least one character and then one capital letter. [silence] Yes. So, is that on the password hint, ma'am? Yes. Okay. Ma'am, for the hint, ma'am, it's like it's just a hint to remember what is your password.
44:00
Speaker 1
Anything I put in there, it won't let me go. [silence] No, it's like freaking [inaudible]. Use this password to complete set up without an internet connection. One number, one special character. [silence] I put number one and a dollar sign and it won't [inaudible]. [silence] Um, I did before. Um, no. See. Two, three, four. [inaudible] [silence]
45:00
Speaker 2
Or do you have the option to continue without typing the hint? Did you put at least one capital letter?
45:00
Speaker 1
I put MACI one, two, three, four and the dollar sign and it won't do anything. [silence] Yes, I put Macy, [inaudible] one, two, three, four and a dollar sign and it's won't do nothing. [silence] The hint. [silence] on my top it already went through. [silence] This is just a hint. [silence] This is just a hint. [silence] The router. [silence] This is just to, the router pass.
46:00
Speaker 2
Is it did you put capital at least one capital letter? That's on the password or the hint. How about on your password? So what did you type on. How about "erased"? How about just type in there? Macy. Mam, what is the password that you created? Yes. [silence] And there is no option to skip.
46:00
Speaker 1
So I put, grandkids. two and okay. [silence] And it says, a hint cannot contain your password. [silence] So, [silence] [silence]
48:00
Speaker 2
How about just tap the same password, maybe? Same, uh, you'll tap on the password. How about just delete, um at least delete one number and then one letter.
48:00
Speaker 1
Okay. Um, it says, your password can't have the same character twice in a row. Your password must have at least 10 characters, upper and lower place, case. Okay. I don't think. Um, no, I don't. Um, okay, this is the create your password, your router password. Okay. So, I'm going to try this again. Wrong, hanging didn't.
49:00
Speaker 2
I think the problem here, ma'am, is how you created the password, because again, there's no repetition of the characters. Do you have the option to go back? [silence]
49:00
Speaker 1
money. Your tip? Oh my God. Okay, so I'm just gonna put James Moore. What's it mean? After?
50:00
Speaker 2
Again no repetition of the letters or numbers. Okay. Like a.Yeah. A. D. A. Oh. C. K. I'm. Okay.
50:00
Speaker 1
[silence]
51:00
Speaker 2
again,ma'am, what can you tell me what's your password
51:00
Speaker 1
22,- uh,- 22, $22,22, money sign brock Brook she dragon get 2022, money sign, man, there's a lot of background noise. that's much better. and there? No. Okay, great. that one went through. Um, this is
52:00
Speaker 2
Okay B R O K E. Okay holding. Yes ma'am. I'm still here. Okay. Okay. 22 ma'am. Change it to 21 or 23.
52:00
Speaker 1
This was... Okay. OK, I put Brock Hayden 62 and a star and it says one special character. I did that already. I...OK, I'll do explanation. Let's see if that does...Oh, your password cannot can't have the same character twice in a row. So, um, I did the password Brock Hayden 22 dollar sign. Your password must have at least 10 characters, upper and lower case. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10. One, number
53:00
Speaker 2
How about do not use star ma'am you can use the dollar sign or the exclamation. Again, ma'am, the password, ma'am, ma'am, for the password again.
54:00
Speaker 1
speaker 1: Yeah, but now it's saying that that's not, your password cannot have. Okay, okay. All right, I got it I think. Finally, 23. Okay, configuring your wi-fi. Wow, that was stressful.
55:00
Speaker 2
Mem the password you main your created is brock Hayden 22 right?u I yes that why mem um do not repeat the number 22 you can change it to 23 on the password not on the hint.me oh [silence] [silence] [silence] [silence]
55:00
Speaker 1
Um, it says, Allow suggested Wi-Fi networks to connect automatically, suggests networks, device may connect automatically. So I put allow. OK. It says, now let's connect your new Wi-Fi. Um, OK. Let me see it. Okay. 9313. OK. OK. So go to your phone studying app and select your new Wi-Fi
56:00
Speaker 2
Oh, that's right. Sir Earnie. You have Richard. The two. My presentation. hmm. I actually know what, I consider. Yes, Yes, connect your Wi-Fi. hmm.
56:00
Speaker 1
Looks like you're not connected to your new Wi-Fi. Please follow steps above. So go to the settings. Oh. Okay. Now you gotta go back to Wi-Fi. Umemaxi. Okay. That says, linksee connected. Via linkP. Okay. So now go back. Okay. So then I gotta go back to this one. Next. Next. Next. Okay. So then I gotta go back to this one. Next. Next. Okay. So then I gotta go back to this one. Next. Next. Next. Okay. So then I gotta go back to this one. Next. Next. Okay. So then I gotta go back to this one. Next. Next. Next. Okay. So then I gotta go back to this one. Next. Next. Okay. So then I gotta go back to this one.
57:00
Speaker 2
Okay. Really go to settings again. Go to settings and then go to Wi-Fi. Then look for the name and then input the password. Okay. Okay. Electric check. Check if you can access the Internet. Yes. [silence]
57:00
Speaker 1
And I'm connected. Um, Yep, and then it says next and then it says step two. Once connected, return to this app and tap next below. But it won't do anything when I click on it, it's just kind of just going back to the same thing. But I'm connected. Now, let's connect to your Wi-Fi. Um, step one is go to your phone settings, app and select your new Wi-Fi, um, your new Wi-Fi and password. And then it says step two, once you're connected return to this app and tap next below. When I tap next, it won't it won't do anything. It just keeps saying.
58:00
Speaker 2
So, what's on your screen right now, man? Man, it shows connected with the Linksys name and the password that you have created, right? So, what's on the screen right now? Bye, guys. They have next.
58:00
Speaker 1
uh-huh. Yeah. I can go back. I can go back to that. Good. Okay. Okay. Go back to settings. Um, It's a network details, link B, connected. VI, link B, signal strength, excellent. Um,
59:00
Speaker 2
And it shows now connected On your Wi-Fi shows connected to links, right? Or just minimize this Just minimize this Go back To settings Then kinda double check if it shows connected We're now in Netherlands
59:00
Speaker 1
Could I disconnect it and then connect it again? Okay. Okay. Now, let me see if I can go back. This, okay, that works. Now it says, please wait.
60:00
Speaker 2
yeah how about try that one man [silence] yeah [silence] hello my baby hi hi it it it [silence]
60:00
Speaker 1
I'm not sure what that means. It says your network, router, and then put next. Okay. Um, it says, help us help you. Automatically send error reports to linksy. We want user information. All of it. Uh, send diagnostic data. Just uncheck it. Okay. And then put next. Okay. Um, then it says linksy is ready. Connect your devices to your new Wi-Fi. And then it says go. It says Okay.
61:00
Speaker 2
how much is the Lifta ah what a month um, yes i know um just uncheck that yes yes yes all i need to do um connect to the network ma'am all your while right now your phone is already connected to the network so we already set up your router and then uh with your other devices all you need to do
61:00
Speaker 1
Okay, great. Awesome. Well, thank you so very much. I really, really appreciate it. You're awesome. And you have a lot of patience. Okay. Thank you so much. I appreciate it. Okay. Okay, thank you. Bye bye. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
62:00
Speaker 2
Go to the Wi-Fi and look for the name and then use the password. You're welcome. Okay. You may also check our website for updates, ma'am, that's support.linksys.com. Okay, and if you need assistance in the future, just feel free to give us a call, okay? You're welcome. Thank you for calling Linksys. This is Miracle. Bye for now. Okay, goodbye.
62:00