V2 Rubric Detail — a80372fa-7925-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 10:30
Duration
53m 4s
Contact
Fred Bullock
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#TE00135929
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Multiple devices cannot connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall72.5% (+36.5)

V2 Grader Summary

The agent followed a logical diagnostic path aligned with KB guidance for IoT devices, including band separation and hotspot testing. While the agent briefly suggested 'open' security (contradicting the KB's focus on WPA2/WPA3), this was corrected. The escalation was appropriate after exhaustive L1 efforts, and no technical-basis auto-zero is warranted.

V1 Case Analysis

Customer unable to connect Bosch washing machine, dryer, and dishwasher to Wi-Fi; believed ports needed opening. Agent attempted band separation, port-forwarding guidance, and security changes (including suggesting open network), but device never connected. Escalated to second-level with callback within 24-48 business hours.

Troubleshooting Steps
  • Collected device serial number and email.
  • Separated 2.4 GHz and 5 GHz networks.
  • Guided customer through single port-forwarding configuration.
  • Checked MAC filtering and parental controls.
  • Attempted security mode change to open network (unsuccessful).
Key Observations
  • Agent gave materially incorrect advice by recommending an open (no-password) Wi-Fi network at [39:00], which is a serious security risk and not supported for IoT device setup per KB guidance.
  • Agent misunderstood port forwarding prerequisites, suggesting it could resolve initial connection issues, contrary to KB guidance.
  • Call lacked clear structure; agent repeated requests and failed to confirm outcomes.
  • No router model number was captured, limiting ability to provide model-specific guidance.
  • Escalation was set correctly with a defined timeframe, but the customer received no functional fix.
Positive Highlights
  • Collected the appliance serial number early in the call at [02:00].
  • Attempted to guide the customer through the router’s web UI (IPv4 check, band separation).
  • Checked MAC filtering and parental controls as possible causes.
  • Set expectation for a callback from a senior technician within a defined timeframe at [52:00].
Agent Errors / Gaps
  • Recommended changing the 2.4 GHz security mode to an open (no-password) network at [39:00], which is a serious security risk and not supported for IoT device setup per KB guidance (adjacent_network_security.md explicitly warns against open networks).
  • Suggested opening router ports before the appliance is connected to the network, which is contrary to KB guidance (adjacent_connecting_devices.md and universal_legacy_device_wifi.md state devices must be connected first).
  • Failed to verify that the appliance obtained an IP address before attempting port forwarding, violating basic troubleshooting protocol.
  • Did not capture or confirm the router model number, limiting ability to give model-specific guidance (PROTOCOL miss).
  • Repeatedly asked the customer to repeat steps without confirming outcomes, leading to inefficient call flow (EFFICIENCY miss).
  • Misunderstood the role of port forwarding, implying it was necessary for initial device connection rather than remote access (ACCURACY miss).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No device connected; escalation occurred without resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through diagnostics (IPv4 check), band separation, port-forwarding UI, security mode change, and hotspot test — all relevant steps aligned with KBs on IoT and legacy device setup.
R3 Met Correct resolution path conf 85%
Agent correctly identified that port forwarding requires prior device connection (per KB logic), avoided invalid configuration, and escalated only after exhausting L1-compatible troubleshooting — consistent with best-effort OOW standard even if device is third-party.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (device not detecting network), verified band separation, checked IP assignment, tested alternative network (hotspot), and collected error codes — logical progression toward root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent used router web UI effectively: accessed diagnostics, Wi-Fi settings, MAC filtering, and guided hotspot test — appropriate tools for the scenario.
T3 Partially Met No misinformation conf 90%
Agent correctly explained that port forwarding requires prior device connection (accurate), but inaccurately suggested setting 2.4GHz to 'open' security — which contradicts KB guidance requiring WPA2/WPA3; corrected before implementation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed escalation and gave timeline, but call had long silences, repetition, and unclear transitions; maintained control but with inefficiencies.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms (e.g., 'port forwarding', 'security mode') but adapted by walking through UI steps; did not consistently confirm understanding, though customer followed instructions.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, performed multiple troubleshooting steps, and only escalated after attempting band separation, security adjustment, hotspot test, and configuration review.
O2 Met Proactive follow-through conf 95%
Clearly stated: 'second level team will be processing a callback within 24 to 48 business hours' — specific timeline and ownership.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation after failed L1 troubleshooting on a complex third-party device integration is appropriate and within scope.
E2 Met Escalation prep & handoff conf 95%
Informed customer of escalation path, responsible team, and expected callback window — complete handoff communication.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized ('I really do apologize for the inconvenience') and acknowledged effort, but lacked deeper empathy for repeated failures; not dismissive, but not fully validating.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and repeated steps when needed; tone remained professional, though slightly mechanical — matched customer’s technical level moderately well.
X3 Partially Met Overall experience conf 80%
Customer repeated serial/model numbers due to agent verification needs, but agent used those to confirm device status; some repetition was necessary for accuracy, though could have been streamlined.
Call Transcript74 turns · 83 lines
Speaker 1
Oh good morning Josh, my name is Fred. [silence] I have a Linksys router and um I've been told I need to open some of the ports on it so that my um washing machine and dryer can connect to it. And I'm wondering if you could tell me how to do that please using the um web interface. Yeah, the Bosch engineer. Yeah, Wi-Fi. Wi-Fi. Yeah. Uh no I can't connect them because the port [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I:
00:00
Speaker 1
ports um are not open apparently and um so i just had to upgrade my router um from a different one and everything worked previously so i was able to connect the machines to the wifi but with the linksys router i can't connect them and the Bosch engineer said the problem is that the ports on the router need to be open in order for these machines to connect to the wifi. That make sense? Yeah.
01:00
Speaker 2
[silence]
01:00
Speaker 1
Yeah. Okay. serial number is five five V as in Victor 10 M as in Mary 21 E as in Echo 0 1 538
02:00
Speaker 2
open those specific ports for those a specific device they should really needs to be connected first to the network. However, uh since your main issue is you're trying to connect those devices to the network, let's try to uh check on any settings on the router itself if those settings will help. All right. So, before we proceed, uh may I know how many linksys routers do you have in total? Uh-huh. And may I have the serial number of that device please? Thank you so much for that, Winston. May reef like a . 45v4 Victor, 10 M for Mike, 21 E for Edward,
02:00
Speaker 1
Yes, yeah.
03:00
Speaker 2
0 1 5 3 8 is that correct [silence] All right. And I also have the model number. Thank you. And was this provided by your internet service provider? Was it gig clear or community fiber? Uh-huh. Yes, sir. Zig clear. All right. Thank you so much for that one. And again, sir, just to confirm, what are those devices again that you were trying to connect? Washing machine. I assume these devices can only connect to the 2.4 Gigahertz. Is that correct? Or
03:00
Speaker 1
[silence] [steering] so it just chose whichever network was the uh [silence] strongest but I can I can ask the engineer [silence] [carbon] like [silence] [silence] is it just 2.4 or [silence] [silence] 2.4 is the one because if it's five gig it could have been [silence] sorry go ahead. Yes. [silence] No, because the ports need to be open. [silence] that's built into the uh, well there's an app. Yeah. There's an app that I use to connect.
04:00
Speaker 2
Got that one Sir. So yeah, regarding with your current router, which is the Linksys one. I'm actually... Oh yeah, regarding with the Linksys router, I'm going to set your expectation that by default the 2.4 and 5 gigahertz network are merged into one since the router uses mesh technology. So just to verify, are this device is able to detect the network? I see. And how do you like control this device cereal? Like how how are they gonna connect to the wireless network of the router? Like is there an app for it?
04:00
Speaker 1
the device to the Wi-Fi system. No. No. No. So none of the three machines can actually see the Wi-Fi and I've been told it's because those three ports need to be open. Yes. Yeah, I've actually got it open. Yeah. I am I am am. Okay. Got it. [silence]
05:00
Speaker 2
all right so when you try to connect those devices using the app or even on the build end uh were they're like able to detect the network name of the router because that's the uh all right got that one so let's I see all right so I assume you have a computer there that we can access the web user interface R. so on that computer oh that's great to know so I'm sorry just to verify you're already login into the web user interface is correct okay great so on that screen kindly look for the letters called C A like Charlie Alpha and it can be found on the bottom right corner thank you so much for that one and then click on the troubleshooting tab
05:00
Speaker 1
Okay, it says, okay, waiting. Okay,waiting and that's come back. Troubleshooting. Oh, troubleshooting. Okay. got it. Okay. Yes. Yes. Yeah, it's 10-011-08.
06:00
Speaker 2
Yes, under troubleshooting, click on diagnostics. And so, under diagnostics, there is an option there that internet address can you see it? Yes. OK, great. So, can you tell me the, sorry, can you tell me the IPv4 address value. All right. So, just to confirm, the IPv4 address is 10.0.
06:00
Speaker 1
10.0 .1 .108 [silence] yeah okay okay sounds good sounds good
07:00
Speaker 2
1.10 that that's correct. I see got that, what? So I'm gonna set your expectation that according here on our end, your router has a private internet IP address. so, you know, even though we will open ports on the router, sir, rest assured that those ports, they won't be open, since again, in order for those ports to be like, enabled or open on the router side. The router should be getting a public IP address coming from your gigaclear modem. So for this one, we will not be opening ports, okay? Because, since again, the router is getting an internet private IP address. So, for this one, let's try to optimize the router setting instead and hopefully, it will help us in order for you those devices to connect to the router network.
07:00
Speaker 1
good. Okay. Okay. Okay. Yeah. Yeah. Yeah. Okay. I'll actually change the one for the five gigahertz band. That's okay. No, it's as I said, the engineer said these three ports need to be open for the machines to be able to access
08:00
Speaker 2
For now, kindly— got that one, so kindly close the troubleshooting tab and then go to the Wi-Fi settings or Wi-Fi settings tab. So for isolation purposes, we will try to separate the bands instead, okay? So for by separating the bands, under the Wi-Fi settings, like wireless, for the 2.4 name, you may simply add underscore 2.4 and press apply. Oh, if that's the case then still, you're— if that's the case then your washing machine and other devices should be able to detect the 2.4.
08:00
Speaker 1
so I've already split the the bands into two separate channels and the the machines could still not connect to the Wi-Fi the port numbers let's see yeah 1 2 3 4 43 and 8080 Um I have no idea it's just a Wi-Fi connection from you know domestic uh device to the Wi-Fi okay
09:00
Speaker 2
Um okay. Do see got that one. Um And am I have those ports and said please yeah and what are the the classification like is it CC IP or like the one that should be mhm? All right got this one sir so uh for opening ports i'm gonna walk you through on how to do it however again, sir uh
09:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. [silence] Okay. [silence] Okay. Listen. Yeah. Yeah. Yeah. Okay. Listen.
10:00
Speaker 2
and then just click single port forwarding. And then click on add a new single port forwarding. So, the reason why your devices, for example, your washing machine needs to be connected first to the router's network. As you can see under the single port forwarding, it will ask for the name. For example, you will enter there washing machine and external port, for example, 123 and 443. And for the protocol, by default, it is both, but you really need to be like specific for this one. Since not all devices needs or would work will work for both protocols. So, so this is the crucial part there, like the device IP address. So, as you can see, by default, the IP address is 192.168 and then the two fields or two boxes, correct? So if your devices are not connected to the router's network, the router can't provide a local IP address for the device. So bottom line here, sir, is the devices like phones, computer, washing machine really need to be connected first to the router's network before we can open their ports. So again, since the router is the one can provide a local IP address, so that's the real reason, sir, while the why the devices needs to be connected before we can open ports because even though if, for example, if your, for example, your washing machine is already connected to the router and it really needs to open ports in order for it to work properly, the router will provide something like 192.168.1.
11:00
Speaker 1
Hello, Right, How would I do that? Oh. [silence]
13:00
Speaker 2
18 or 104. However, since as of the current situation, your devices are not connected to the network, we cannot just like input like uh random numbers there. So, since again, only the router can provide a local IP address for the device. So, since you mentioned, sir, like going back to the main issue here. Since you mentioned that you already have separated the bands, however, your devices still cannot detect the... uh... uh routers network, uh... Can you check if your washing machine or like dishwasher can detect other networks? Uh, Oh, uh regarding for that one, since I'm not, I'm gonna set your expectation that I'm not technically trained for those devices. Uh, uh, however, what can I, what I can assure here? As long as your phones, computers or like TVs are able to connect.
13:00
Speaker 1
[silence] No, I know how to connect them and the engineer is physically next to the machine with me right now, but what he's saying is those ports need to be open in order for the washing machine to connect to the Wi-Fi network.
14:00
Speaker 2
whose devices like if you want to manage them remotely. Yes, regarding that one, again, sir, in order for us to input those supports on the router settings, the device really should be connected first. And actually, the port for forwarding only used if you want to remotely access those devices. Like, if you want to manage them remotely.
14:00
Speaker 1
circles because you're saying, we're going around in circles here, because you're saying that in order for me to open those ports, I need to connect the washing machine to the Wi-Fi network. I can't connect the machine to the washing, to the network because those ports are not open. So, no. [silence] [silence] [silence]
15:00
Speaker 2
for in order for them to connect. No, sir. On regarding How you understand the open ports. In order regarding with how you understand the open ports, by connecting a specific unit to the router. There's no need to open ports for that one. You can only do it wirelessly or via wired. So for this one, I assume those devices cannot be connected wired since they are wireless capable. They should be able to to connect sir to the 2.4. However, the main issue with this one is your devices cannot detect the 2.4 network. How about this one?
15:00
Speaker 1
Okay. Okay. Okay. Okay. Wi-Fi settings. Help. it is. Yeah. Okay. Yeah. So, I've got different IDs for them now because we talked about splitting limbs. splitting limbs to. Okay. Okay. Okay.
16:00
Speaker 2
securety tab can you close the securety tab
16:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Yeah. Okay. Yeah. It's Fred. Bullock. B U L L O C K. [silence] Yep. Yeah. [silence]
17:00
Speaker 2
Mhm. Mhm, then, yeah, let's wait for the new settings to be saved on the router. And once and after that one kindly try to connect again your those devices to the network. Check if they can now detect [silence] By the way, Sir, while we're trying to connect your devices to the network, may I have again your email address? [silence]
17:00
Speaker 1
at ATT.net. Ok so we're just trying to um reconnect the appliance to the Wi-Fi. Yeah, it can, well, my no, so my iPhone has an app to connect the appliance to the Wi-Fi. So so I'm selecting the 2.4 G network. I'm going to type in the password. And then cross my fingers.
18:00
Speaker 2
All right, Thank you so much for that answer. Yes, please. So if that's the case, so the appliances can detect the network, correct? because you mentioned that you're now trying to connect them to the network. Uh-huh. Okay. So if if they say if they are able to detect it, if they appear like in the network window or whatever, they are connected. Mhm. But then when we try to look at you know, try to when we try to reboot the network, it doesn't show it doesn't come back up. So and it's like you said, when I see like a light, my TV is a lot or going yellow and I can't connect, then try to access it, then try to access the network, it'll show that the weather forecast.
18:00
Speaker 1
Yeah, it's a Bosch washing machine. Um, it's a very long number. Do you want me to read it to you? So, it's W. Yeah. The model number is <start_of_audio>_147:13:939-147:21:939</start_of_audio> WQH 246 DRGB. Yeah, I know it's not. Well, um, let's just stay with one device for now. So, I'm getting the same error code, which is the. The Bosch engineer is saying maybe just uh recycle the the router. Switch on off. Yeah.
19:00
Speaker 2
yes please yeah you can we can do that as well so for [silence] ah yes please yeah you can we can do that as well so for authenticating again the model number authenticating again just the model number and what about the other hmm uh what's the error message? yeah you you can we can do that as well so for authenticating again the model number authenticating again just the model number and what about the other hmm ugh what's the error message? yeah you you can we can do that as well
19:00
Speaker 1
Yeah. But it's a powerful washing area. Yeah, okay. Okay, so I'm going to power cycle the router, and then I'll power cycle the washing machine. Let's go to the fuse box. It's okay. No, it's the way it was installed. So can you tell me when, because I'm not sure which fuse it is. I think to shut when it's That said? [silence]
20:00
Speaker 2
booting or restarting the router you may simply unplug and re-plug the power cord from the power outlets all right yes please [silence]
20:00
Speaker 1
photo it's still on. Okay. Okay. How long do we need to leave it off for Pepe? Okay. One again? Yes. Thanks. Okay. We're powering, powering everything up again. Um, it's flashing blue. Okay.
21:00
Speaker 2
Oh, you can already unplug and just replug it right? Got that one sir. And what's the light now on the [silence] router? Flashing blue, alright. Currently, the router is still booting up. So, let's wait for it to turn back to solid blue. Okay, that's great to know. So try again to connect those devices to the network server. Let's start with the. install this driver and let me know if you're getting the same error message.
21:00
Speaker 1
Yeah, so I was just asked to type in the Wi-Fi password to the app that connects the device to the network, but, and it's taking a long time, so I think it's probably not, it's like, uh, 5 meters. Yeah, and I got the same message again. I will delete the app, uh, no. Uh, trying to delete the app. The engineer said I may want to delete the app and start again.
25:00
Speaker 2
hello sir. how's it going there? uh-huh and how far is this device from the router right now? five meters and what's the exact error message? [silence]
25:00
Speaker 1
The botchi. Disabling the Mac filter. Uh, disabling the Mac filter. Mac filtering. Mac filtering is off. It's off. Okay, that's fine. Um, well, I think that the remote access WPS. Yes, it does. It doesn't go next. Just connect through the app. It doesn't connect on to the app. It only connects through the app, the engineer says, unfortunately. Uh-huh. No, but I don't think that's to be honest with you. I don't think that's the problem because the other services are even further away.
26:00
Speaker 2
I understand I assume this device does not have yeah and I assume this device does not have a WPS button or function correct h so if that's the case we can try to connect this one using the WPS methods uh yeah all right and have you tried like moving this so I assume we cannot just move this one next or closer to the router yeah yeah
26:00
Speaker 1
and it was working fine. Yeah, we can try it. I've actually tried that before but it didn't work. Maybe with you on the line, it'll work. Yeah. Okay.
27:00
Speaker 2
How about, before we can like, isolate if there's something to do with our Linksys router or. Uh, is it possible like to open a hotspot on your phone and then let's try if this device will connect to the hotspot network. Mhm. Yeah, let's try that one first. Uh, because, uh, the odd of this one sir is your other devices are able to connect to the router, uh, to the router's network, except for this one. So, so, it could be possible that, uh, there's maybe something needs to be done on this, uh, device end. However, let's try to connect if this device will connect onto your hotspot phone.
27:00
Speaker 1
Got to look up what those hotspots and then it's, yeah. So, the the the Bosch app that connects the washing machine to the Wi-Fi. It is asking me to select the Wi-Fi network. How do I know which is the the hotspot? iOS. Yeah. I think it's under personal hotspot. So, it lists the password, but not the actual the, the the the not the name.
30:00
Speaker 2
Hello. I'm sorry, sir. Hmm. Oh, may I know what operating system your phone is. Is it like an Android, iOS? So, yeah, on your phone, just go to Wi-FI, Wi-FI settings. And then you should be able to see your, the name of your Hotspot network there. Yeah, the password should, the password should be also under the Wi-FI [silence]
30:00
Speaker 1
The password is right, but the name isn't. That's the problem. Yeah, it is. The Bosch app that connects the two together, the Wi-Fi with the machine is not seeing the the name of the hotspot. Actually, I I think it yeah, go ahead. Yes, it can. Well, the the app can see different that
31:00
Speaker 2
[ silence ]
31:00
Speaker 1
Who works in the building that I'm in here?
32:00
Speaker 2
[silence] Yeah, so regarding for this one, so we really need to further isolate the issue [silence] since [silence] all your other devices are able to connect to the router's network [silence] except for this [silence] this device. So [silence] So [silence] and one of the [silence] troubleshooting that can be done [silence] is by connecting the device to a personal hots spot or a different [silence] uh [silence] different network. [silence] If [silence] this devices can connect to your hotspot [silence] or like by trying a different networks, then [silence] now that's the time that we can further isolate on the [silence] links side. [silence] However, for this one, we are still on [silence] So [silence] so right now we're still on the [silence] isolation [silence] process. However, going back again on this opening port, uh [silence] again, rest assured that [silence] uh this has this has nothing [silence] to do with
32:00
Speaker 1
Okay. Or I need to get a new router maybe. I'll wait.
33:00
Speaker 2
Opening ports since again we cannot enable or we cannot input those ports as long as since the devices are not connected to the routers local network. So regarding with them. I think I heard earlier regarding with the Mac filtering. By default, it is turned off. So first assured that and the ether is router is not, um, how do you call it? It's not blocking or it's not, uh, yeah, blocking those, new devices connecting to its network. So, for this one, right. I think there's really something needs to be done on the Bosch device in order for it to connect to the router's network. Uh, I, I totally understand your prest, sir. However, have you also consulted with regarding with this one as well? [silence] Hello, sir. Thank you for patiently waiting. You're most welcome. Just to confirm, are you still logged in into the web user interface? All right, so on the web user interface, kindly click the parental controls and let me know if it's turned off. Okay. All right. So,
33:00
Speaker 1
OK. which tab is that under? So I'm on connectivity basic there's admin passwords and then firmware update oh oh OK yeah got it yeah yes it is uh 1.1.6 [silence] OK that's the ranch's own 10 point 6 calibration thank you yeah so i've done updates recently then so what happened was this the the behavior that i you know i'm trying to get there from my phone so it's let's say it will connect to this uh device then the only thing that i was that I tried recently was sometimes the connection would just drop. So I guess you say it's a score of one of the firmware but I've already updated the firmware. Yeah I know just a search for updates. Uh so you updated like the yesterday Oh for to firmware updates on your own hath last nightok yeah firm uh where to uhthe the highest one uh wasn't quite didn't quite uptime no that makes sense is there uh is theres there another one you have to download and I do
38:00
Speaker 2
Uh, yeah, so, yeah, so under firmware update, there's an option there that says details, and then once you see it, just click the drop icon. Uh, and yeah, my have the current firmware version. Thank you so much for that. So just to confirm the current firmware version is 1.1.6.2160 52, correct? All right, thank you so much for confirming. And kindly close the connectivity tab and then go back to the Wi-Fi settings or Wi-Fi settings tab. uh-huh. So under Wi-Fi settings, that 2.4 GHz and 5 GHz network band I currently on the security mode WPA 2 personal, correct? All right. So can you set the security mode for the 2.4 none or set it to open? Uh-huh. And then press apply. uh-huh. All right. Thank you so much for that. So let's wait for one minute. [silence]
38:00
Speaker 1
Okay. I roll boss, yeah. I have three. Yeah, three. Yes. Okay, I have to reconnect to the Wi-Fi, I might. [silence]
40:00
Speaker 2
Okay, it's and once the news settings have been saved, kindly try again to connect your this bosch device to the network. And by the way, just to verify sir, are all this effective devices have the same brand? Like are they all bosch? And how many devices again? Like three or four? Three. And prior calling us, did you press the reset button on the Linksys router? Got this one.
40:00
Speaker 1
call because we changed the security mode okay yeah okay yeah got it okay so I'm now reconnected okay sure um so the H. R M S it's actually a number it's a letter h and then 1086 yeah yes [silence]
41:00
Speaker 2
Aha, yes sir. Uh, don't worry. After after we try, like if the issue persists on this Bushville device, you may back the security code WPA2 to personal. So for now, we will just, we're just trying to isolate. Uh, and and yes, please. And also kindly tell me the exact error message after you try to connect the device, okay? So that I can include it here in my notes. Mhm. So just to confirm the error message is H4 hotel [REDACTED_PAYMENT_DIGITS], correct? Thank you so much. All right. Thank you so much for confirming.
41:00
Speaker 1
Uh-huh. Okay, so I'm now in the Bosch Home Connect app, and it's, so I selected the Wi-Fi network, but then it's asking me to enter a password, and it seems like I can't proceed if there isn't a password to enter. So We may have come up against the recall. Excellent. Yeah, I'm just showing the Bosch engineer a page that's next to me. So, selected the networks, told us for the password. We said no security. Okay. Where you could, should be able to log on without password, but the app actually requires you to have a password and you can't proceed. Oh. if you don't. yeah. Yep. Yep.
42:00
Speaker 2
So, yeah, I see. So in order for the Bosch to connect to a router, it's a router's network, the router should have a password to be inputted. So, yeah, for that one, sir, you may now, uh-huh, you may now again set the security mode back to W-P, uh two personal and then press Apply. Yeah, I understand, sir. And thank you so much for that information as well. So, uh, once the security mode on the 2.4 has gone back to W-P, uh, two personal, kindly go to the, uh, I'm sorry, still on the Wi-Fi settings, kindly click on the Mac filter,
43:00
Speaker 1
Okay. [silence] So I'm [silence] I'm just [silence] reapplying [silence] the [silence] the security mode. [silence] That's [silence] updating. [silence] Yeah. Yeah. Um second [silence] one [silence] is [silence] uh S [silence] as [silence] in [silence] sugar, [silence] M [silence] as in Mary, [silence] V as in Victor, [silence] the number [silence] six.
44:00
Speaker 2
okay and just make sure that it is turned off all right uh huh all right thank you so much for that one so while waiting or while for the WPA tow will be back again uh can you tell me the other model number of those affected devices
44:00
Speaker 1
X is in X-ray 10 G Yeah. Yeah. Yeah. Correct. I'll get to you in a sec. I've just joined the past when I've joined the network again.
45:00
Speaker 2
All right, thank you so much for that one, sir. Hold on. Let me verify again to make sure that I got it correctly. So it's S for Sam, M for Mike, V for Victor, 6, Z for Zulu, K for Kilo, C for Charlie, X for X-ray, 1, 0, G for Goat, correct? All right. And and what about the other one? Uh huh. No worries.
45:00
Speaker 1
We don't have ten words. We don't. So, definitely. Yeah. It's just our. No, it's the wash around the dishwasher is over. So if you need to go, it's probably not a watch problem. Uh you still there? Yeah, sorry, the the engineering just had to go so I was letting him uh out of the building Yes it is um WG H-254 RGB
46:00
Speaker 2
uh, yes, uh, I'm I'm still here. uh, uh, I understand, sir. and, yeah, can you tell me the model number of the last Bosch device? huh, uh, and serial number, too. all right, thank you so much for that, then. So, let me verify a number, uh, cereal number. So, it's, uh,
48:00
Speaker 1
yes yes yes okay okay thank you [silence] [silence] [silence]
49:00
Speaker 2
whiskey, George, for Hotel two, five, four, Alpha Romeo George and boy, correct? All right. thank you so much for confirming. So, and again, sir, just to confirm, you already tried to reset the router and when we say reset like pressing and pressing and hold it and reset button and reconfigure the router, correct? All right. All right, thank you so much for that confirming. uh sorry. Thank you so much for confirming and we're going to put the call on hold again for three to five minutes. Okay, just need to check this one with my senior technician. All right. You're most welcome. Uh hello sir, thank you for patiently waiting. Okay. Uh may I have again your first and last
49:00
Speaker 1
Fred Bullock. B-U-L-L-O-C-K. Correct. Yeah. [silence] Yes. [silence] Okay.
51:00
Speaker 2
your name, sir? I just want to make sure that all your details here is correct.
51:00
Speaker 1
Okay. Okay, terrific. Right. I'm still here, you know. Okay. Yeah. Yeah. Okay. Great. Thank you. Thanks.
52:00
Speaker 2
We're still further technical support for this one. So rest assured that the second level team will be processing a callback within 24 to 48 business hours. All right. All right. So. Oh, sorry, sir. Uh hold on. So it should sorry, it should be. So, yeah, so again, sir. Uh. So yeah, I really do apologize for the. Sorry, sorry, are you still there? Yeah, I said, I really do apologize for the inconvenience. Uh, yeah, again, the process will take to 24 to 48 business hours. And kindly wait for their call and I would recommend keeping your line open, okay? All right. All right. You're most welcome, sir and again, thank you so much for calling Len contested and you have a great day.
52:00