V2 Rubric Detail — a884f310-7665-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:30
Duration
72m 37s
Contact
Leslie Piocos
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135716
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall16.9% (-19.1)

V2 Grader Summary

The agent failed to resolve the customer's red‑LED, no‑internet issue and did not address the disputed $70 charge. Troubleshooting was fragmented, inaccurate, and lacked proper tool use, while call control, empathy, and ownership were poor. No escalation was made despite clear triggers, resulting in an unresolved outcome.

V1 Case Analysis

Customer has three Linksys range extenders (serial 2060A917765) showing solid red LEDs and no internet. Agent incorrectly performed 5-press reset (not supported on extenders), failed to collect model number, and did not verify modem internet via direct connection. Advised to contact ISP and dispute $70 charge. No case created.

Troubleshooting Steps
  • Asked to move Ethernet cable to the port near the reset button on the main node.
  • Guided through power-cycling the modem and router.
  • Incorrectly instructed a 5-press reset on the extenders (not supported).
  • Suggested checking the modem's Wi-Fi and testing with a wired computer (customer has no Ethernet port).
Key Observations
  • Agent failed to collect the product model number, a critical protocol miss for accurate troubleshooting.
  • The 5-press reset method is not supported on range extenders — this is a serious accuracy error per KB (universal_5press_models.md).
  • Agent incorrectly assumed the 5-press method would resolve a hardware/LED issue on unsupported hardware.
  • No case was created, and no formal escalation or follow-up was documented.
  • Customer expressed frustration multiple times, but agent did not acknowledge or de-escalate effectively.
Positive Highlights
  • Captured the device serial number accurately (2060A917765).
  • Attempted standard power-cycle and reset procedures (though misapplied).
  • Offered the customer a path to dispute the $70 charge with their bank.
Agent Errors / Gaps
  • Failed to collect or verify the product model number (critical for device-specific support).
  • Incorrectly applied the 5-press reset method to range extenders, which is not supported (per universal_5press_models.md and adjacent_range_extender_to_mesh.md).
  • Provided ambiguous and confusing Ethernet port instructions that the customer struggled to follow.
  • Did not create a case or document any follow-up/escalation path despite ongoing hardware fault.
  • Failed to acknowledge the customer's frustration about the $70 charge and red LEDs in a timely or empathetic manner.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with red LEDs, no internet, and unresolved $70 charge; no resolution path confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed swapping Ethernet ports, power‑cycling, and a 5‑press reset, but steps were disorganized and did not meaningfully advance the problem.
R3 Met Correct resolution path conf 80%
Agent identified the device as out‑of‑warranty and continued best‑effort troubleshooting rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED and attempted basic checks, but failed to ask for model number, firmware, or modem type.
T2 Not Met Appropriate tools / resources used conf 95%
No use of web interface (192.168.1.1/myrouter.local), remote diagnostics, or MAC clone despite need to verify connectivity.
T3 Not Met No misinformation conf 95%
Agent instructed 5-press reset without confirming model compatibility; per universal_5press_models.md, this is only for specific models and not for EA or SPN families.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, long silences, and the agent lost control, repeatedly asking the customer to repeat actions without clear direction.
C2 Not Met Confirmed understanding conf 85%
Agent used technical jargon and unclear instructions, failing to confirm the customer's understanding throughout.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; repeatedly shifted responsibility to the ISP and did not follow through on any commitment.
O2 Not Met Proactive follow-through conf 85%
No concrete next‑step plan or timeline was given; the agent only suggested vague power‑cycling and “check later.”
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent never escalated despite repeated failure to resolve and clear customer frustration, which is a valid escalation trigger.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy and did not acknowledge the customer's repeated charge complaint or frustration.
X2 Not Met Tone & rapport conf 85%
Agent maintained a scripted, technical tone despite the customer's escalating anger and repeated requests for help.
X3 Not Met Overall experience conf 85%
Customer had to repeat information many times and perform unnecessary steps; the agent did not streamline the process.
Call Transcript83 turns · 90 lines
Speaker 2
Wake him. 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 register.Linksys.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. Please select from the following. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
hello hi hello hello hi can you hold me um so I I had a a service call and they charged me $[REDACTED_PAYMENT_DIGITS] for a call and it's incorrect so I and also my they the the gentleman was of zero help so I need that to be removed from my credit card okay so somebody to support all right fine let's let's start there let's start there okay cuz my my uh device is not working and I don't know why and the gentleman on the phone with me told me that um cuz they said it was a lifetime warranty for this
18:00
Speaker 2
How can I help you? Okay. [silence] Once again, this is Mei from Linxsys. Can you hear me? Yes. Hello? Yes. [silence] Uh-huh. [silence] You're calling right now Linxsys Technical support. I think you got the wrong number ma'am. Um,
18:00
Speaker 1
these things and he said that I was um scammed and there's nothing he could do for me. And I was charged $[REDACTED_PAYMENT_DIGITS] when it said it was a $5 charge that would be refunded and then all of a sudden I got this $[REDACTED_PAYMENT_DIGITS] charge on my credit card. So I have tried restarting it. Um right now it's blinking red. Can you be of any help? Yes, I'm on the phone with someone. He was of no help. He told me I was scammed in buying this device. That's what he told me. But yes, there is a $[REDACTED_PAYMENT_DIGITS] charge because it came through on my credit card. Okay, I don't care what you stand
19:00
Speaker 2
I see regarding the $70 that you paid ma'am I cannot really see any record here of you. So someone try to contact you or you try to call a number and then. I see. Did you already you're.
19:00
Speaker 1
Your and my credit card company notified me up [REDACTED_PAYMENT_DIGITS] per charge. Oh. I'm going to do that when I get off the phone with you. Can you help? If you're technical support, can you help me technically to drive to try to get this device up and running? Okay. So I guess we get. The device. Oh wait, so that would be on the back of the the main device. Is that correct? Serial number is two. zero. J, as in jack. Two. zero.
20:00
Speaker 2
a. uh, yeah. [ pause 14 ] regarding that one, ma'am. Uh, did you already informed your bank that it was a scam so that they can? [ pause 12 ] uh, if you're still in warranty, can I have the serial number, please? [ pause 14 ] It's on the sticker underneath. [ silence ]
20:00
Speaker 1
Six zero. A as in apple. Nine 17765. Correct. And I have three devices blinking red right now. What? Repeat that. [silence]
21:00
Speaker 2
Okay, that's 20J for Jack, 2060, A for Alpha, 917765. Okay, all right, this is one of our, and the main one is blinking red right now. Try to transfer the Ethernet cable, ma'am, to the other port that's gonna be the port near the reset button. That's where the Ethernet cable should be plugged in. The Ethernet cable at [silence]
21:00
Speaker 1
Well, there's two, wait, on that device or my, are you talking about my, uh, internet? Are you talking about my, my, my router? My, my, my internet, I, I can't, there's nothing that fits that port. So on my router. Yes, both, both ports have, both, both ports are connected right now. So, do you want me to switch supports?
22:00
Speaker 2
attached to the main one. Transfer it to the second port. Your [silence] Linksys router is blinking red. So transfer. It's like this. The serial number that you gave to me. There are two ports there underneath. So transfer that ethernet cable. [silence] Wired to our linksys now aside from your modem. What's the since those two ports are occupied.
22:00
Speaker 1
Correct. Uh, I, one's a modem, and I guess the other one is, I don't know. I have no clue. Did you switch them? Uh, so is it the one that has the um barcode on it, you want me to remove that one or the one without the barcode? Uh, I'll just remove the barcode. Yeah. Yeah. So I just switch them. Alright, so we'll see what happens. Sorry.
23:00
Speaker 2
Okay. Uh, I knew you don't know which one, right? Yeah, just remove that other one. Yeah, just replace it. Okay. Um, there are two ports underneath, which one is close to the reset button. Can you see that? Okay. Okay. Um, make sure, yeah.
23:00
Speaker 1
Now, it's right, it's blinking red again. Blinking red again. What a roll problem here? What a roll problem here? One. One. Well, the one connected to the modem is the one in the wall.
24:00
Speaker 2
Can you identify which Ethernet cable is wired into the modem?
24:00
Speaker 1
This is a this is a hot mess over here with these wires. All right. You can hear. this over. Okay. So the green, so the green, okay. So there's a cord that goes to the actual device that is connected to the internet device that goes into the wall, right? Okay. So from the internet device through the wall. Yeah, directly to the modem. Yeah, directly to the modem. These these these wires are so. No, it's optimums. Oh, they already charged me $70. I I'm I am they charged me $70 for a call with a gentleman who told me that I was I've been scammed and um he did absolutely nothing for me. So I will be um I will be.
26:00
Speaker 2
from the wall. It should connect directly. I think you don't have a modem. Do you have only a wall patch like your internet? So you have a separate modem there and uh is it spectrum your ISP? Optimum, okay. By the way, ma'am, just to let you know, your device here shows out of warranty, but just to give you credit since you are uh being scammed uh $70. I'll just give free support right now, okay? So, you can
27:00
Speaker 1
calling my credit card company to, to, you know deny that charge. It says they, when, when I went on the chat, it said charge $5. Give you your credit card, you'll be charged $5 and then you will be, um, credit, you will be, you know, it's just a $5 charge but then you will be reimbursed. So it was, yeah, I, I'm a little upset about that, but I it's okay, I'll call my credit card company because that is a scam charge. There's no reason for me to be charged $[REDACTED_PAYMENT_DIGITS] And also, I, this is, also when I was told when I purchased these, that these were devices that were had a um, lifetime warranty, which is why I held on to the boxes. So, I I don't know where the um,
28:00
Speaker 2
Have it investigated, yeah. Ok. Because we don't This material number that you provided, it's under the email of BYO costellis Lee.
28:00
Speaker 1
no, I have to, I had to change my Gmail, it's aa pio, Costa, Leslie, at gmail.com. so my last name and then my first name at gmail.com. No, my last name pio pio p-a-o s-t-a, and then my first name, Leslie, L E S L I E at gmail.com. So now we're blinking blue. fingers-crossed, you go green. you have high hopes for this. I got high hopes.
29:00
Speaker 2
leslie at gigmal.com. you said is this your email? (uh-huh) Leslie is your first name and. (uh-huh) okay. So yeah, what's the light status there now on your layers? (uh-huh) Okay. Yeah, hopefully it will change to solid blue.
29:00
Speaker 1
The problem is, is that my dish now, I mean my dish my um, my ring camera now it's red. My ring camera won't work without the extender. And I have three of these. Yeah, and I have three. I have three extenders in the house. She keeps the same. She's cost me like $800. And now it's just blank red. No, it's just blank. No, it's just flat red. Flat red.
30:00
Speaker 2
I got red The solid blue.
30:00
Speaker 1
Check my wife-line. Do you want me to connect into the network setup Wi-Fi or my my regular my regular Wi-Fi I'm good. It says I'm connected. Oh is it W F P S? W P S? Uh I wonder if that's it. My wifi name is MilT. Hold on. Hold on. Maybe that's what it is. Do I have to connect this thingy?
31:00
Speaker 2
Yeah. Is that your Wi-Fi before, when it's still working? Was that your Wi-Fi name? Uh-huh. But it's not there on the Wi-Fi list?
31:00
Speaker 1
Is that the WPS? Check your- Check my what? Check my Wi-fi? Wi-fi- Sean. Sean, could you see if you could connect to my Wi-fi?
32:00
Speaker 2
No, I'm asking you, can you still see your Wi-Fi there broadcasting, your own Wi-Fi? It's not there in the list. Okay, select that one. Select your Wi-Fi. Uh-uh. Okay, try to visit any websites if you can. Try to check your internet. Check, uh, if you can search online. Try to visit any website. Alright. How was it? Can you visit any websites or not? Okay, so the Linksys device now, is it back to solid blue?
32:00
Speaker 1
It's so red. It's red. I was right. No. It's red. Yeah, we're connected to the Wi-Fi. The Wi-Fi is working. Yep. Correct. Correct. Correct. Correct five times. Five times press reset. You said five times press. Press the go. Two, go.
34:00
Speaker 2
but not blinking, steady red only? okay. Your phone, the data is off, right? the cellular data is off, only Wi-Fi is turned on. okay. All right, and you can visit websites. Okay. And the light indicator of your Linksys should be solid blue by now, but it's still staying red, right? Still having a red light on top? Okay. try to press the reset button there underneath five times. Press release, press release, press release. Yes. Yep. Press let go, press let go, yep.
34:00
Speaker 1
Three. Let go. Four. Let go. Five. Let go. Thank you so much for your time. You're much more helpful than the other drone. I mean, it's still red. Let's try it one more time. Oh, oh! I saw, saw it green. It's green and yellow. Now it's yellow.
35:00
Speaker 2
It's not flashing. Okay. Uh, just a quick five press, one second interval. Press, let go, press, let go, press, let go. Mm-hmm.
35:00
Speaker 1
that's yellow. yes yellow. blinking yellow. okay weak signal is better than no signal. yeah Yes. It... now we're going blue and now we're on green. we're on green. we're on green. we are on green girl. wait now we're back to yellow now we're flicking yellow.
36:00
Speaker 2
back to yellow okay so we'll be observing the led for max of three minutes only yellow if it's having a weak signal we'll see I'll we'll wait for one minute more is it blinking yellow oh hopefully hopefully it will stay green
36:00
Speaker 1
blinking yellow. Oh, we're on green. green. Let me check the other ones. Okay, hold on. Hold on. They're blinking red. So just turn it off and then turn it on? Do I hit the reset button or just unplug it? Do I hit reset or unplug? Yeah. Okay.
37:00
Speaker 2
10, 9, 8, 7, 6, 5, 4, 3, 2, 1. Still solid green. Okay. Very good. The other ones will still blink red. You just need to power cycle it by switching it on and off if ever they're still blinking red. Yeah, you just need to just switch it off using the switch underneath. No need to press reset. You just need to restart it. Internet is really important nowadays so I'll be happy if your network will be all working. You have two extenders, right? Okay.
37:00
Speaker 1
upstairs. I'm so excited. You made my day. Okay, let me get this one up here. How long do you hold the reset for? Oh, okay. Well, no, I'm done with the other one.
39:00
Speaker 2
All right. three minutes maximum after you reboot it, but no need to press the reset button.
39:00
Speaker 1
I mean, okay. There we go. We got blue. Uh, no, this is the second, the third one. I'm restarting. So, still blue. Blue, blue, blue. It's blinking blue. Come on, baby. Turn on it.
40:00
Speaker 2
Okay, just switch it off for about ten seconds and then turn it on after. If the upstairs node is still blinking, [silence] is that the first one you restarted? It's now solid blue. [silence] Okay. [silence] okay [silence]
40:00
Speaker 1
Give me a second.
41:00
Speaker 2
But the first one you restarted is already solid blue now. Sources.
41:00
Speaker 1
And now the other two devices are not, they're not reacting. So, no, it's just red. The other two devices are red. Steady red. Oh, now this one, the other one, the one is blinking red. Now it's blinking red. I'll produce two near three. So you're saying bring these two.
42:00
Speaker 2
It's still flashing. Still blinking red. Steady red. Okay, just stay... Okay, that means it's not connecting at all. We have to pair it back again. You need to gather those two nodes and power it on right beside the main node within five feet for both to connect at the same time.
42:00
Speaker 1
To. near the other one. Okay, and then when I move them back to their their their regular locations and they that should work. Yeah. Okay. Wait now now now the regular node is back to red. Why why does that happen? Now it's back to. Yeah now it's back to red.
43:00
Speaker 2
Yes, near to the parent node. Because they're disconnected completely, it needs to be added back. So you have to put it closer to the parent node within 5 ft for the meantime. It's already working. Yeah, it's already working. You just need to turn it on under, which one? The parent node. Okay. So, before we relocate those extenders, do this one first on your main node. Unplug the parent node from the outlet and also unplug your optimum modem. So, unplug both from the power outlet, but just leave their cords connected.
43:00
Speaker 1
alright, okay, I just unplugged those. I'll go get the other node for monster.
44:00
Speaker 2
Mm-hmm. You can turn on for the meantime now your modem. Just the modem. Turn on your modem. Uh, you're already re-uh unplugged the linksys, right? And then the modem. It's off right now. Okay. You can turn on only the modem right now. Only the modem. Leave the linksys turned off.
46:00
Speaker 1
I wonder if this is the problem. Yes. Okay. [silence]
47:00
Speaker 2
[silence] So your modem right now is already rebooting. Okay, perfect. Once it's completely turned on, like already rebooted, turn on your main node.
47:00
Speaker 1
So the other one we'll have to ... Now, I thought you have seen that here. Okay, switching blue. I leave the other modem's unplugged at the time being, right? Turn on the other one. Yeah. All right, next one. Sorry,
48:00
Speaker 2
Yeah, you can turn on link sys once the modem is already rebooted. [silence] Okay. You can turn on Now those two extenders. Make sure it's within five feet.
50:00
Speaker 1
Hey kitty, kitty. My cat is very curious of what's going on. I don't know if you can hear them in the back.
51:00
Speaker 2
Yeah.
51:00
Speaker 1
Okay, one of them is blinking red. The other one's blue. Now we're back to red. Blinking red, blinking red. Hit the reset button again, you're saying. Oh, yeah, I did switch the cords before. You want me to switch them back? Yeah. Okay.
52:00
Speaker 2
Hmm. Maybe it will go back to solid um red, but we'll see. Uh-huh. Okay. Now kindly make sure the ethernet cable from your modem connects directly to the port near the reset button on the main node. Ah, no need. Just make sure the ethernet cord that connects the modem and is it still blinking red right now? Okay. Yeah, switch it back to the way it was. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. [silence] If there is silence or no speech, output only: [silence]
52:00
Speaker 1
switch switch we're back we're back so red all right what do I do reset it again yep Wi-Fi is working or not
53:00
Speaker 2
[silence] uh no need, no need. so check your Wi-Fi list if it's still showing your original Wi-Fi. since you're having a red light. and your modem there, Leslie, does it have more than one?
53:00
Speaker 1
The internet was out for a minute. Now it's back. All right, the internet is back. Okay, got any phone somebody out here? See if it's up. Yep. My internet modem, no, it has several. [silence]
54:00
Speaker 2
Let's get back to Stephanie Red. Okay. Do you have a computer that can be hardwired, Leslie? We need to check the modem now. It has how many ethernet ports? Your modem. Does it only have one? [silence] Okay, can you try other ports on the modem side? Because the Linksys is still not detecting internet. Can you transfer it to the other port on the modem? Just on the modem. Okay, so only one port. Yeah. That's. it will Okay. Yeah, at this point, you have a computer that can be hardwired. Yeah, because we need to do MAC clone. It seems like Linksys is still not detecting the internet. If, you already called Optimum, right? So, just to confirm the internet from their end.
54:00
Speaker 1
Correct. Correct it's wi-fi. Yes. Yeah I tried it too and it says it's not available, yeah. So it says no internet available. Wait no no I'm actually I'm connected, I'm connected. Oh no, no internet connection. So there's something worth.
56:00
Speaker 2
Oh, so you have a computer that is hard wired to the modem now? So your modem can broadcast its own Wi-Fi. Uh huh. Uh you said that you were able to check the connection of the modem. How? Is it like via Wi-Fi? Your modem, is it it has its own Wi-Fi. Okay, can you connect your phone for the meantime to the your modems Wi-Fi? Your phone. Oh, but that's your.
56:00
Speaker 1
[silence] Oh, maybe it's connected to the wrong one. Give me one second, please. It's connecting to the wrong one.
57:00
Speaker 2
right.Because your linksys is already set up, but it's still not detecting the modem right now. That belongs to our router, develop set up name. Mhm, sure.
57:00
Speaker 1
Maybe that's the problem. Because it's connecting to a different one. Why? Now it's going to the different one. Be quiet, kitty. [silence] okay, we're green again, but, okay, let's try to connect to it. we're connected by the phone, but no internet connection. but the light is green. now blink thing. now it's, now it's blinking red. what the f What are they think like this is a beyond irritated. So now what do I do? Do I do I re-problem?
58:00
Speaker 2
If it stays green for more than a minute, that means it's indeed working. Okay. Well, yeah. I'm confused with the word connection that you have there. You said there are two cords on our Linksys parent node. Just make sure the one that is hardwired to the modem is the device that you attempted adding on your router is the computer [silence]
61:00
Speaker 1
All right, okay. So, so one connected to. [silence] So I got the green button connecting to the modem. [silence] [silence] Thank you. [silence] I. I'm giving this shit. [silence] I'm just gonna call. [silence] So, I'm gonna say, oh, I'm sorry. [silence] All right. Okay.
62:00
Speaker 2
Is connected to the port near the reset button, all the time, okay? Near the red reset button, underneath the modem.
62:00
Speaker 1
[silence] That, come to that, come to that. [silence] And beyond your [audio censored]
63:00
Speaker 2
is it all connected now okay so you already remove the extra cord underneath our lynx's node
64:00
Speaker 1
Expressions. something on your end. Oh, full blue. see what happens. Sorry. hold on one second. Be quiet yet. you're basically in these long days.
65:00
Speaker 2
Web focus first on the main one. The extenders will auto-connect if the main one is working. I don't know. We don't have any access to all our Linksys routers. Security purposes. On your phone, can you still see the vellop setup names? How many vellop setup names do you see? [silence]
65:00
Speaker 1
What you boys work. You should... Yeah. Weird. It's back to red. Back to red. Back to red. It's back to red. I just oh yeah. Yeah. Oh
66:00
Speaker 2
it's saying solid blue so far. but steady? is it steady red. [silence] okay. okay. You said you have a computer is that a Windows computer? okay, for us to get to the boot [silence]
66:00
Speaker 1
I can't, I know I don't have the plug to do that. No. I'm looking. I don't know these dragons or ya. Good. Wi-Fi. Yeah, it's Wi-Fi. No, my Wi-Fi works. My Wi-Fi is working. I'm connected to my Wi-Fi. [silence]
67:00
Speaker 2
We need to check the modem's connection now by connecting that computer of yours wired directly to your modem. Can you do that? We'll totally bypass the Linksys router. Okay, so your computer doesn't have ethernet port? Uh, okay. I got it. So it has its own Wi-Fi since you said you can go online with the modem. Okay. Check the Wi-Fi's connection now from the modem, if that one is working for us to properly isolate this if it's the Linksys issue or the modem's issue.
67:00
Speaker 1
Yeah. So now it's connected to, wait, now I'm connected to the device, Y-Y-Y-Y-5, but the device is red, but it says it's connected to the device. And, but the device is red, so how does that make sense? Like, via my cell phone, I'm connected to device that says it's red. [silence]
68:00
Speaker 2
Okay. So let us get the mac address out from it. Your phone, it's already connected to the modem's Wi-Fi, right? Right? Now, okay, can you tap the little eye icon right beside that Wi-Fi name? That's there. Uh, what do you mean, like the The
68:00
Speaker 1
So, the device, yes, yeah, the device sounds steady right, but my cell phone via Wi-Fi is connected to that device. Yes, Wi-Fi. Oh, no, that's the Wi-Fi. So you want me to turn off, wait, what do you want me to turn off on my phone? What do you want me to do? Go on plane mode? Airplane mode? Like, I don't understand what you mean. Okay. Okay. Yeah, so I'm connected to this device, right? No, now it's not working. [silence]
69:00
Speaker 2
Noticed the notice deal steady red. And there's no data enabled on your phone. Just to make sure its wireless is all coming from Wi-Fi. Okay, can you tap the i icon of that of that Wi-Fi. name you're connected to now. The data. No, just just turn off the cellular data and it should be Wi-Fi only though it is active on your phone or turn on. Okay, so indeed it's only wi-fi going on. Did you see the internet connection thing? Yeah, I can see the internet connection. What did it say? It said wi-fi and then a second line which says no internet just like before. Yeah, yeah, yeah. It runs in a circle like blah blah for loop. One thing you may check is cell range possible. Your cell line provider boosted to kind of reach your network, see what happens. So I'm just trying to think like if tried the phone on a different. Yeah, I can, I'll see, I'll try that. Okay, so I switched it off and back on, and I got the same problem. I got wi-fi and then not internet underneath that come around in the circle. You're saying you tried a different network too? Yeah, to connect to, yeah. Wi-fi network? Yeah, I connected to another one at home and it says the same problem. Okay, got it. So it's not really not a network. Since you can be able to connect to all the places. May be that someone in your router network settings need to amend them, removing some restrictions. Yeah, what you can do is forgetting that network then you keep using your current network you're using wi-fi trying to connect again from start. Okay, so yeah, please wait a sec. Right.
69:00
Speaker 1
I'm losing my patience. [silence] I'm losing my patience here. [silence] Is it possible to just get somebody out here to fix this? [silence] This is [silence] extremely frustrating. [silence] [silence]
70:00
Speaker 2
It's not really working, but that's for your Modem's Wi-Fi or Linksys Wi-Fi, which one? Only your internet provider can do that one last because they're the main internet provider, so they're the one who can figure it out. Maybe you can schedule an on-site technician for them, and by that time then you can call us so that we can both help you if there's something that they need to check on Linksys side. For now, even if we were gonna try to troubleshoot still the Linksys device, we're la we're la we're don't have a computer that can be hardwired, because our last troubleshooting right now is to do Mac clone. And that's the only possible if the computer can be wired to the modem. And on my own point of view, Las, I really think your modem is not giving internet now because Linksys is still red even though we already checked the connection, restarted it, doing the bootup sequence, the fire press, but it's still red. So, you really need to check the main source, which is the modem, if it has internet. Since our Linksys is running, we are depending on it. So, there'll be an issue if the main main source is the problem here. [silence]
70:00
Speaker 1
All right. Thank you so much for your time. Can you connect me with somebody in like like how do I get this. I guess I have to call my credit card company to get this bill off my credit card charge because that was a total scam. Okay. Thank you. All right. Thank you. Bye bye.
72:00
Speaker 2
this is dependent on its connection okay? thank you so much. uh yeah that's correct when it comes to uh being charged uh it it will be only your bank who can uh do some reimbursements uh again you take care bye bye
72:00