V2 Rubric Detail — b7e010c6-796f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:20
Duration
99m 40s
Contact
Derik Smith
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#TE00136055
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Cannot access the web ui
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments, 2 too-garbled-to-score segments). 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

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall53.0% (+16.9)

V2 Grader Summary

The agent demonstrated ownership and followed an appropriate escalation path after extensive but disorganized troubleshooting. Technical accuracy was rated Not Met due to undocumented and confusing IP change instructions that disrupted connectivity. No critical failures warranting auto-zero were identified.

V1 Case Analysis

Customer unable to access router UI (192.168.1.1 / myrouter.local) and add new Velop node (MX2000). Agent provided inaccurate guidance including changing router IP to 192.168.5.1 without UI access and misusing 5-press method. Issue escalated to L2 with callback promised.

Troubleshooting Steps
  • Attempted access to router UI via http://192.168.1.1 and http://myrouter.local
  • Checked LED status (solid blue, flashing red, etc.)
  • Power-cycled the router and performed a factory reset using the reset button
  • Guided customer to view default gateway using NCPA.CPL
  • Instructed customer to change router IP address to 192.168.5.1 without UI access
  • Tried the 5-press reset/diagnostic method incorrectly
  • Attempted to connect via phone and different browsers
  • Attempted to isolate network by disconnecting modem
Key Observations
  • Agent provided materially incorrect technical advice, including instructing IP changes without UI access and misusing the 5-press method.
  • No model number was collected until late in the call, violating protocol for product-specific troubleshooting.
  • Agent failed to consistently verify whether the customer was connected to the Linksys network or the Cox modem's network.
  • Call ended in escalation due to unresolved access and configuration issues, indicating ineffective troubleshooting.
Positive Highlights
  • Agent remained on the line for an extended period and eventually escalated the issue to a Level-2 technician with a promised callback
  • Agent attempted multiple troubleshooting methods and tried to guide the customer through basic network diagnostics like NCPA.CPL
  • Agent correctly identified the need to isolate the Linksys router from the modem during setup attempts
Agent Errors / Gaps
  • Instructed customer to change router IP address to 192.168.5.1 without confirming successful login to the web UI (transcript [57:00]-[58:00])
  • Misused the 5-press method as a reset or configuration tool rather than an escalation/diagnostic method (transcript [65:00]-[66:00])
  • Gave incorrect guidance on accessing the web UI, including suggesting HTTPS and failing to clarify that myrouter.local should resolve locally
  • Failed to collect the product model number until late in the call (transcript [78:00]), despite needing it for compatibility and troubleshooting
  • Did not recognize or correct the customer's repeated connection to the Cox modem's Wi-Fi network instead of the Linksys network
  • Suggested changing the third octet of the IP address to '5' without justification or verification of network topology
  • Incorrectly implied that the Linksys cloud service was discontinued, which is false for supported models (transcript [02:00])

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent escalated without resolving the issue; customer remained unable to access router or establish working network.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed multiple troubleshooting steps (reset, IP checks, LED observation) but lacked a coherent diagnostic path and repeatedly revisited already-attempted solutions.
R3 Met Correct resolution path conf 95%
Agent correctly identified potential hardware defect and escalated to L2 after reasonable troubleshooting, aligning with best-effort support for out-of-warranty or defective devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (solid blue light, unreachable UI) and collected data (IP, gateway), but failed to logically connect evidence to root cause (e.g., IP conflict, double NAT, or defective unit).
T2 Not Met Appropriate tools / resources used conf 95%
No use of remote diagnostics, log retrieval, or internal tools despite prolonged troubleshooting; reliance solely on customer-reported observations for complex network issue.
T3 Not Met No misinformation conf 95%
Agent provided contradictory IP guidance and incorrectly instructed the customer to change the router IP to 192.168.1.5 (or 192.168.5.1) to resolve a conflict, which is not a documented procedure in the KB and caused further connectivity loss.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control and transitions to hold, but lacked initial framing, had unexplained silences, and allowed confusion to persist without regaining clear direction.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms (NCPA.CPL, default gateway) without consistent simplification, but did attempt repetition and step-by-step guidance despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the line through extended troubleshooting, initiated escalation, and committed to follow-up, demonstrating ownership.
O2 Met Proactive follow-through conf 95%
Agent clearly stated L2 will call back within 24 hours and noted customer’s request for immediate assistance, setting realistic expectations.
O3 Not Applicable Closure confirmation conf 95%
No evidence of prior case history or handoff; this appears to be first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation followed extensive troubleshooting and is based on persistent failure to access device despite correct procedures, justifying L2 involvement.
E2 Met Escalation prep & handoff conf 95%
Agent informed customer of escalation, identified L2 team, set callback expectation, and documented need for immediate response.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation for patience and apologized for delays, showing basic empathy, but tone remained transactional without deeper acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 75%
Agent persisted with instructions despite customer confusion, but adjusted slightly by simplifying steps (e.g., guiding to File Explorer); did not fully match customer’s pace or emotional state.
X3 Not Met Overall experience conf 95%
Customer repeated IP checks and connection attempts multiple times; agent did not streamline process or leverage tools to reduce effort.
Call Transcript156 turns · 172 lines
Speaker 1
May. How are you this afternoon? I'm trying to be. Uh, so listen, I bought a, um, I bought a replacement mesh system to go with my older mesh system. And right now I've got it set up where it's it's got the home built but it doesn't recognize my SDN network. I on my own home network. That's what I'm working on.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling, Nixon. This is May, how can I help you? I'm good. Thank you for asking. Hope you too.
00:00
Speaker 1
[silence] [silence] right [silence] now, so I need some help here, please. [silence] [silence] Yes, I got it [silence] one second. I'll give it to you. [silence] [silence] serial number is [silence] Can you get a flashlight so you can read it? [silence] Okay, I've just bought this the other day. [silence] Serial number is 50D, David. n zero m, mother, 23C, Charlie. Oh, 5773. [silence] [silence] This is one of the units, yes. [silence] I got another unit, but the other unit doesn't even work. [silence] So, I'm working with this one right now. [silence] So, right now, I've got. [silence] Yes, this is the one that's hard wired, yes.
01:00
Speaker 2
yeah, let me check if your router is still part of our supported routers. Can you have the serial number? It's on a sticker underneath. Okay, and this is just one replacement unit Okay, and this is the one hardwired
01:00
Speaker 1
this one's connected to my modem and router, blues, yeah, it cannot, cannot read, it cannot connect to the my own network, I've got the home Velop website but I can't connect to my own networking and other devices to go, correct. I guess so. That's what you're saying.
02:00
Speaker 2
And and the light indicator on top, what's the color? Solid blue already. Okay. Because solid blue means it's already working online. Is it like you're connected, but there's still a problem? I mean, Okay, is it like you're already connected to the Wi-Fi, it's just that you cannot access the settings of your router? Okay. By the way, our Linksys cloud is no longer associated or it's no longer working to all our routers. Therefore, if you're using Linksys smartwifi.com website or
02:00
Speaker 1
Okay, thank you. Yes, they do. My PC, yes, mobile, desktop. Mm-hmm. Mm-hmm. Okay, I did that, and when I do that, it just says, uh, I'll do it again, let me see what happens. Ah, go back to this page. It says, let me try to do this with my, uh, all right, it says that, uh, oops, that's not what I wanted here. Go back. Go back one second. Let's just do it again. Okay. It's, uh, HTTPS, right?
03:00
Speaker 2
Okay Good On your address bar uh type in there 192 dot 168 dot one dot one Do you see anything? It should bring you to a login page. Login page just a
03:00
Speaker 1
huh, that's correct, any. Scott, 192 point. 168 point 1 point 1 point, right? Let's do it again, one more time. Excuse me. Okay. Okay, let me tell you what to do, right now. Do the right now. Okay, so I'm going to do HTTP. 192 168 1 1. So when I do this, it comes up with. Let me show you what it comes up with. Thinking about it. Still thinking about it. Still thinking about it.
04:00
Speaker 2
Https www 192 uh-huh. Yep, and let me know what's the exact page you'll be routed to.
04:00
Speaker 1
Right now, the system I have access to is the home yet this site cannot be reached. It took too long. It said I can reloaded local. Okay, that's the notice. All right! So this one. My router. Uh huh. Uh huh. Yeah, that it. This one comes up with, oh, I did it in the search bar. Did it on the second. Do this again one second here. Sorry. Didn't not do it in the Google bar. Did in the I do bar. One second. All right! My router.local.
05:00
Speaker 2
"Okay, try instead MyRouter.local, MyRouter.local yep. dot local. L o c a l
05:00
Speaker 1
If I do this, it comes up with, let's see what it comes up with. Thinking about it. D Smythe, D like Dirk, S-M-I-T-H-E, D Smythe, at S-D-N-I-N-C.com. So the, the site cannot be reached. Took too long to respond. It said. Yes, my my desktop, yes. Windows 11 here. Yeah, uh huh. Mhm. Yes, I can. [silence]
06:00
Speaker 2
Mhm. While it's still pulling up, can I have your active email please for me to register the product here? Okay, this is the computer that you're using, correct? Okay. And this is the Windows computer. There's a small search box on the lower left-hand side of your screen. Can you see it? So, try to, uh, I mean, type in there this letters. It's N for Nancy, C for cat, A for Apple, and W for window, then press enter.
06:00
Speaker 1
it says comes up with ethernet comes up with three things ethernet cable unplugged McAfee VPN and Wi-Fi home SDN that's the one you want it's the Wi-Fi one right Is that don't you want the Wi-Fi one? Okay so click on this one. This is this is this is connected Uh-huh. Uh-huh detail Click details it says It says right now It says okay what do you wanna you know mhm? yeah ready? one nine two one six eight point zero point one. [silence]
07:00
Speaker 2
Alpha dot ddak Charlie Papa Lima. Uh, the Wi-Fi right the Wi-Fi. right click on the Wi-Fi and then go to status and then details. Click details. and what's I need the default gateway IPv4 default gateway.
07:00
Speaker 1
It's a guess so yes Right The Wi-Fi right now that I'm connected to I'm connected to I renamed it It was the um develop named it a home SDN. That's what I named it Okay You mean you're talking about the the the the the Links this one?The Links this one I should turn off
08:00
Speaker 2
That means you're connected to the modem's Wi-Fi. Do you have a gateway modem? Your modem can it broadcast its own Wi-Fi? Because you're not connected to Linksys now, Linksys Wi-Fi. What's the name of that Wi-Fi now, Derek, the one that you're connected to? The IP address it's getting now is not, um, it's not coming from Linksys but from the modem. Let's restart this Velo that you have instead. Can you switch it off for at least 10 seconds and then switch it back on after? [silence]
08:00
Speaker 1
So if I should- if I pull off the power off to pull the power off of it, right? Pull off the power, let me just do this. uh pulled off the power. OK, then wait 10 seconds. Plug it back in. Plug it back in. Okay pull it back in now. Okay, so now it's the lights gonna be still blue at the top. For a second, see if it stays this way. Still solid blue at the top. Not flashing blue. That's a good sign.
09:00
Speaker 2
Yes. Okay, and we'll just wait until it to completely, uh-huh.
09:00
Speaker 1
still flashing blue keep on it's all let's go flashing blue sorry still flashing Blue you have no internet right now now still flashing blue now it's solid red that's blue again now it's solid blue solid blue now
10:00
Speaker 2
Mhm Okay Okay, perfect. Now try to reconnect your phone, but before that, I mean your
10:00
Speaker 1
So I'm going to go down to my my PC here, right click, says diagnose network problems, network and internet settings, which one should I pick? Network and internet settings. I haven't haven't done anything yet, just it turned off on its own, turned off on turned off on its own, so I go to network and internet settings, right? And then it comes up with uh notice your device can only access other devices in the local network. Get help. No internet access. Got properties, I've got Wi-Fi, got ethernet, EPM, mobile hotspots off, airplane mode is off, proxy. What else should I pick here? [silence]
11:00
Speaker 2
just right click Wi-Fi, and select "disabled", and just right click it again, and select "enabled". yeah, just right click there, the Wi-Fi, and then, did you already disabled and re-enabled the Wi-Fi? okay. so…
11:00
Speaker 1
okay what should I do then I'm sorry what should I what do I what do I what do I see this I don't see it right now what am I looking for okay wife look let me go to let me go to let me go to right click actually I just click on it that's what I do it says uh S network no that's my home network no internet it's secure
12:00
Speaker 2
Got it. Okay. So, yep, this still under details and then go to status. I mean the status details. Let's hope the gateway right now is not anymore zero. that's something. The third octet should not be zero. Just uh, check the default gate, I mean, the IP address by going in still to ncpa.cpp. that one. ncpa.cpp um did you right click already Wi-Fi and you go to status and in details.
12:00
Speaker 1
[KEEP_UNCERTAIN] surge show available Networks managed no networks. Hardware properties. That's what it says. pick here. The whole thing is I want to connect it to the SDN network, my home my home routering system. That's all I want to do. which is still zero. Sure. Okay. Okay. It's plugged in. It is. Yes, it is. The yellow is into the yellow and the blue is into the blue. [silence] [silence]
13:00
Speaker 2
We need to reset the linkages then. Would that be fine with you? So, press and hold the reset button. Before that, the ethernet cable, by the way, can you make sure it's plugged in to the internet port? So, you may now press. Okay. Let's start with that. So, we'll let that be for a while.
13:00
Speaker 1
(stump sound) Okay. Okay. I've still got it. (stump sound) Still got it. Nothing's happened yet. I'm gonna push the button. Still got it. Nothing's happened yet. (electronic beeping noise) (crackling sound) Still, hmm, so blue. Should I hit the right button? Let me see if I hit the right button. One second.
14:00
Speaker 2
and hold the reset button, keep holding it until the light goes off on top, let go after. Okay. the the light, uh, turned off on top. [silence] it's still not doing anything. You can try to grab a sharp pointed object just to push the button there.
14:00
Speaker 1
I, I, I was in the wrong button. I hit the WP. Okay. Now I got it. Cry one second. I was in the wrong button. Well, when this one in to what happens, nothing's turned on yet. I'm gonna get a pen. I'm gonna get a pen and do it one second. Find a pen here. Here's a pen. That's not a pen. That's not a pen. Here's a pen. I'll try this again. Okay, holding it in. Now the light's flashing red. It's flashing red. It's still flashing red. Now it's solid red. It's solid red. That's what you want, right? And now it's gone off completely. I still got it, solid blue.
15:00
Speaker 2
Okay, that's right. waiting to see a solid purple or pink light. Let go now.
15:00
Speaker 1
okay, so so it'll it'll be solid blue, let's see what happens. still so it'll blue not it's flashing blue. okay, one second. move back down here. still still flashing blue. Cox. still still flashing blue.
16:00
Speaker 2
Yeah, let me match on for you. OK. After blinking blue, we're waiting to see a solid purple or pink light. Um. Who is your internet provider again? OK. [silence] Okay. Yep. So, you can connect your full computer now to develop set up name. That's the default Wi-Fi name of your developed PC. I am an AI and I can't access channels, I'm afraid. Please clarify what you are requesting.
16:00
Speaker 1
Connecting to this. Password. Okay. I'm gonna put the password in. This works. Checking network requirements. Thinking about it. Still thinking about it. The unit's still purple down there. Can't connect to this network. Why not? Try again. Close this. I'll try to close this. Try it again. I put in the wrong password. Probably so. Let me try it again. Develop. Connect. Try this password. So I did in the router password or am I doing the wireless password? Which one am I doing? The wireless password or the router? Oh, that's that's probably probably the problem. Then. Make sure it's right one. Try this one now. See what happens. Still thinking about it. Can't connect to this network, it says. Let me try to let me try the other one. Let's try the other password then. Just out of curiosity. Oh, that's the one I should be using. Not the not my own. Okay. That's the problem. Gotcha. All right. That's the issue then. One second. Let me pull this out. Okay. One second. That's all right. I got it. Got it.
19:00
Speaker 2
wireless. The wireless password. Mm-hm. Okay. The password by the way is on the sticker underneath the router. Yes. Mm-hm.
20:00
Speaker 1
That was the whole nother story. That wasn't the whole different. Turn this thing around one second. All right, so it goes uh let me try to do this real quick. I can try this one now. All right, connect. I got to connect first. I like put in the password when it asks me to. I got the password. It's all case sensitive too, right? Is that right? Is it case sensitive? Okay. I'm trying to get I'm trying to do this trying to hold this and do this at the same time. So let me try this one more. Got so far.
21:00
Speaker 2
Okay. Uh huh. It's case sensitive the pass三, What do we need to connect? [silence] I already created a ticket here for you. [silence] Finally let's check the IP address. Same thing derick, NCPA.CPL. [silence] on the lower search box NCPA.CPL. <start_of_audio>
21:00
Speaker 1
Okay, one second. One second, I'm to try and do this right now one second. Yeah, to be tough to do because it so tight. I get it in there. Okay, one second. One second, get it out of here. Wow. There, one second. And they're pretty tight. One second. I got it. I got it. Yellow one.
24:00
Speaker 2
Okay. Let's just for us to access the settings of the router let's remove for the meantime the ethernet cable that connects the modem and the Lennox router. Just remove that one. We'll reconnect it later. [silence]
24:00
Speaker 1
I'm not coming out one second. Got it out. Okay, good. Now what? Wait 10 seconds, put it back in. Wipe it out. It's out. Hmm. So I got to I got to pull it. I got to pull the power back out. Okay. Get pulled out the power plug. I did that. Did that. I'm putting it back in one second. I got to plug the back in. Okay, good. That's solid blue at the top for now. Okay.
25:00
Speaker 2
So, since it's already disconnected, the ethernet cable, we need to restart this node now. Just switch it off and then switch back on. Correct. The power plug only, for you not to take it out from the outlet. Okay, and then turn it on now. Yes. It will then restart.
25:00
Speaker 1
Right, okay. Solid blue. it's flashing blue. Yeah, it's so beautiful, so flashing blue. I haven't plugged it. I haven't put the Ethernet cord back in yet, right? I did not. I did not put it back in.
26:00
Speaker 2
Is it back to steady purple now? Mm-hmm. No need, no need, the ethernet cable. Later on we will pair that one, once we successfully access the router settings.
26:00
Speaker 1
It's already there. Let me try these again. Let me open this up. We're getting settings. okay. I got the Internet. Got the develop system. I'm going to connect to this. And put in the password again or no. I connected. No, no. It's connected. Yes, it is. okay. Down to the search bar again. [silence] And C.A.
27:00
Speaker 2
Connect your computer or laptop to the BelL Wi-Fi name. It should reconnect your... Okay. Go back to NCPA.cpl.
27:00
Speaker 1
nca, nca, dot. I'm sorry, nca, nca, then what again? Uh? Got it. CPL. Got it. All right, so now I'm going to go to this one. Control panel is on. This is uh so now I click on this one, right? Control panel. Comes up with the home network again. Right click, go to status, go to details, and the answer is 168, 192, 168.01.
28:00
Speaker 2
N.B.A. We're going to give it a shot. Four letters. N.C.P.A. NCPA.P.A.L. Uh-huh.
28:00
Speaker 1
I access what? This one, Nine one One six eight Malo point One and so does the default gateway. Same numbers we've had before but I'll open up a browser, Okay? What am I doing at the browser? Okay. I mean sure it comes up with. 192.68. 1.1. It's up the only one you pick. Okay. Crime shoot comes up with. This is coming up with. [silence] So thinking about it.
29:00
Speaker 2
okay good, now open a browser and access, okay, so just type there on the address bar 192 dot 168 dot 1 dot 1 yes, point 1 dot 1
29:00
Speaker 1
[silence]
30:00
Speaker 2
Unknown. Same thing. Can you try my router.local? Or can you please try to use a different um browser if you have one? Mm-hmm. That's correct. Then. And. what's the page you're routed to? Mm-hmm, uh.
30:00
Speaker 1
I didn't put HTTPS. Put in 192.168.1.1. Is that right? That's all I'm gonna do. Let's see what happens here now. This is it still comes up with a bunch of yeah, it all says enter. It comes up a bunch of websites. Didn't come up with anything. For Bing or for for Bing? I'm going second. I'm it's on Google. That is not I'm on Google. Well, I can do it on I can do it. I can put Google on my cell phone. Google on my cell phone. I put Google on my cell phone then. 192.
32:00
Speaker 2
Mhm. Okay. And you're using a different browser now. Okay. Let's start Google search, then, Derek. We're almost there. Try to type again, the numbers they gave you on the address bar, located on the very top, without the HTTPS. Not the Bing. We don't recommend using Bing. Do you have another one? Good. Good. Good. Google. Mhm. Let's use Google instead.
32:00
Speaker 1
. . . . . . google I did that on my Google site comes up with a bunch of the login admins that's about it router networks it's a bunch of a bunch of ads this is on my self using Google Chrome TV right now so using Google using Google all of a sudden keeps coming up with a bunch of bunch of [silence]
33:00
Speaker 2
but you already type it in on the um... address bar correct but it's still routing to uh... got it and your this computer you're using is connected already to vhu PSunlabs V1. okay and it's still having a red light right now I mean it's still purple because we haven't configured it yet so we just really need to access its settings here's how we will do the uh it instead there's a File Explorer icon on the lower left side of your screen it's a yellow folder icon can you see it File Explorer you can just and go to network
34:00
Speaker 1
I don't have no, here's no work up found it. Okay, got it. Now what? Network discoveries turned off. Network computers and devices not visible. Click to change. It says, they click to change it. Network discoveries turned off. Network computers and devices are not visible. Click to change. Just click that to change. May I do that? So, you click to change it. I'm gonna click to change this. Right? I'm gonna click to change it. I need to just Okay, turn on discovery, network and file sharing. I'll do that. Do you want to turn on network, discover and file share for all public? No, make the network. I'm discovering. Yes.
35:00
Speaker 2
uh-huh. Yup. We'll see. And uh discover allow the discovery network. And links should be part of the list. Uh-huh. Yup.
35:00
Speaker 1
Click no, make the network that I'm on connected to a private network, or no, yes, turn network discovery and file sharing for all public networks, which should they pick? You want to turn on network discovery and file sharing for all public networks, no, or yes? Yes, turn it on. So I do yes. All right. Now it comes up with network infrastructure and other devices, an iCamera and a CGM4981.com. That's what it comes up with. Do you see them? Mhm. Adapter? Make sure everybody else network.
36:00
Speaker 2
Yes, that should be turned on. the words it will not provide any risks. We don't have one. You're still under file explorer, right? Under network. Okay. Under network there should be adapter there. I mean, sorry, under network there should be links his name sewing.
36:00
Speaker 1
Click on network. All I get is, I'm already back to, let us go back. Yeah, what I need to do, go back. All right, so now I'm at network again. I don't see link anywhere on this. Go back again. I see network. All I see is the other devices and network infrastructure. That's all I see. Do you want control of my computer, or no? I you can't do that. Can you? That's fine. That's fine. I'm in the network. Yeah. No. No links. Okay. So C
37:00
Speaker 2
Ah, we don't have the remote access control. But which part are you now on your computer? Still under network? Uh huh. Can you see link sys there as part of the list? Oh, okay. That means it's not being detected. Can you visit again NCMP.CPL please? Let's check under Wi-Fi. [silence]
37:00
Speaker 1
go to status is that correct or no if something else to do but a status connect disconnect diagnose bridge connections create shortcut rename properties those are my choices which you be doing here may I don't know status that's what I did status details okay I'm at details all right now what and then we redact twice silence and then we output details silence and then we redact you know
39:00
Speaker 2
Actually just right click there Wi-Fi and go back to status. Can you see Wi-Fi sales? and then status again and then details.
39:00
Speaker 1
no it's 198.1. 6.1.1.0.0.1. the default gateway. I can't get that one here. sure one second. mm-hmm. so I'm going to, I'm going to click this and I'm going to turn the Wi-Fi on. I'm going to connect, I'm connected to develop. I'm already connected to that. okay, now what? [silence]
40:00
Speaker 2
What's the gateway? Is it back to the zero? Yeah. Oh, but you're already connected to Lynxess. Just to make sure. It's 192.168.1.1. I mean 0.1. Earlier director, we're already getting .1.1 right? If you can still remember. But it suddenly switch to zero. How about this? You have there your phone. Can you also connect your phone? It's the Belt Setup name. Is that an iPhone? Okay. Okay. one second.
40:00
Speaker 1
[silence] Uh huh. Uh huh. Okay. Yeah. Uh huh. Why does the What is the address 5e.42-93 and then? Uh huh. Yes. 192.168.0.1 Uh huh. Okay. We should have a demo.
41:00
Speaker 2
There's a little i, are you using iPhone? Okay, can you tap the I icon right beside the developer setup name that you're connected to? And then check what's your Wi-Fi address is it that zero as well? Ah, not that one can you look for router address? Okay, it's really not changing. Uh please go back to your computer Derek and type in on your address bar, pull up a browser, any browser aside from Bing and then type in 192.168.0.1. Oh, there you go. Hit advanced. uh, just click advanced. Proceed to 192. pardon. What is it asking for? username? gateway. And that's your Cox, right? Can you see Cox logo? you're not even, um, just to confirm, um, Derek, the links this router now is not attached anymore to the modem, right? there, uh, the ethernet cable is no longer. How about this? Do you have a, you're using, since that's a desktop, can you wire it temporarily to your computer?
41:00
Speaker 1
How do I? I do that. How do I do that? I do that? Do that, though? Oh, my computer? knows what the poorest. There's no port here. No, I don't think so. Do I? Oh, don't think so. everyone's defective. Yeah, the other. Yeah, the other link. Yeah, she has to defective. The other towel is defective. Purple. Hmm. Thank you. Take your time. That's fine. Thank you. You just either disconnect yet. My phone you were right.
43:00
Speaker 2
call licenses to your computer, will that be possible? Yes, temporarily. Uh, is there a port on your computer there? An Ethernet port. Got it. And this is the only one, you don't have other one, the other one is already defective, right? Okay. And what's the light status on top of your link now? Is it still purple? Okay, because we haven't configured. Um, let me just ask, uh, what else we can do? I'll just ask my our level 2 technician real quick, Barry. You can, uh, take your break some, uh, yeah, it may it, it may take me six minutes next. So if you have something to do, you can do it for the meantime. Thank you. [silence] Yeah, 4807606. You're welcome. Oh, by the way, I need you to press and hold the reset button while I'm away and just let go when the light on top is already off. Same thing. I need you to reset it one last time. Thank
43:00
Speaker 1
I have been talking to technical support this whole time and pay attention to my phone. My apologies. Did you get to discount tire yet? [silence] Okay, good. Keep me posted. Thank you. [silence] Sister AAA terms with her new card. Mm-hmm. I guess I can. Let me take a quick look. It's uh, no, it's turned off, remember? We turned it off. It's solid purple, yes, it's solid purple. It's solid purple. It is. It's it's it's back on, it's solid purple. To unplug it. Okay, one second. uh, oh, uh, can you turn this off? One second.
46:00
Speaker 2
Hi, thank you so much for staying on the line, Derek. Can you hear me? Perfect. All right. You're Linksys device. Is it back to solid purple now? Ah, yes. You can turn it back on now. okay. And um Derek, we need to turn off for the meantime your modem so that it will not interfere. You will just turn it back on later. Yes, please. Turn it off. We'll just leave Linksys turned on.
49:00
Speaker 1
[silence] That's unplugged. [silence] The modem it's still on purple, though. [silence] Hmm. [silence] Let me take a take a quick look. [silence] Wi-Fi is it's off. Turn the Wi-Fi back on. [silence] It says connecting right now. It says no internet ' cause it says no internet to it. [silence]
50:00
Speaker 2
So you can check your computer again now if it's still connected develop setup your computer and then connect develop setup.
50:00
Speaker 1
Mhm. Mhm. Right. the search bar in the bottom left hand corner, right? I've got to do the control panel. I know you have to do it. Status. Actually, it's it says the status. And then it says status. The default gateway is still 192.168.0.1. It says. No. OK, one second. [silence]
51:00
Speaker 2
I'm not wired to any active source of Internet. So let's check your IP address. Please, access NCP A dot C P dot L. And then right click again on Wi- Fi, Status and an CET l. Okay, it did not change. So, press and hold the reset button on the lymphatic system, press and hold and okay.
51:00
Speaker 1
[silence]
52:00
Speaker 2
let's go and the status is already off on top okay. lit up blue, okay? let's go now. yeah it's fine when it's lit up blue that means it's okay.
52:00
Speaker 1
Flashing blues still. still flashing blue. Still flashing blue. [silence] So go to internet. Wi-Fi. Turn the Wi-Fi back on.
53:00
Speaker 2
[silence] He was hey okay. And while we're waiting for it to turn to study purple. Check your computer and connect back to vell-up setup type in vell-up setup.
53:00
Speaker 1
evelop my develop right click on it so if there's this disconnect or properties that's what I'm choices are got it got it what other thing I'm doing here under properties I see IP address it says edit it's automatic DHCP it says there's this anything else here all right there's it says here on this one it says the default gateway is 192.168.1.1 it says it on this one no there's not a not not the CPL one it says it on the Wi-Fi develop setup it says that's where it says
54:00
Speaker 2
Select, reselect that. Uh, click on properties. Can you, uh, can you see the IP address under Properties or not? Mhm. Okay. And can you access again NCPA.CPL? Okay, so let's, uh, access right now, immediately.
54:00
Speaker 1
[silence] What should I do now? Um, I go back to CPL.c, that one or no? Mhm. Okay. Okay. says it's uh the connection's not private. I'm gonna hit advanced. Advanced. Proceed. It's taking me to the Lynxess smart website. My Wi I did that. Uh but the apps are out well that's that's not a
55:00
Speaker 2
okay. We we uh, just access a browser right away. And then on the address bar, Derek, type in 192.1 68.1.1. Okay. uh, advanced you uh, finally. Okay. So, is it asking you to download the app? Okay. Just click the picture of the phone. There's two image there of a phone. Just
55:00
Speaker 1
mean, there's not a phone. It's just, just to show, just to download the e-inks app for setup. Also the best way to manage your Wi-Fi. There's a download, I can't click, I keep, I just, how about that? Right. Oh, I've done that. It says, it says, it says not secure. It's just a black screen right now. Here you go. It says, and that's saying I'm starting to do something. I'm starting to, doing something right now. Now it says that, accessing, sign in to access my router. So like I put my router password in. Now, that's the router password now? All right.
56:00
Speaker 2
click those just click Uh huh. Yeah. And there's two pictures so so phone so there double click the phone picture that's the heat that's the hidden for you to like, bypass that page you need to click the picture of the found it's still oh, okay, I'll show one moment and it's admin A D M I n admin A D M I n
56:00
Speaker 1
I did that. I had signed in, see if that works. Says, we've updated our password requirements to create to be more secure, please create a new one. When I've already created the, I can only use that one, right? I can try that one. Is it? Uh-huh. Okay, did it. Let's see if this works. Reset it. Coming up with, uh, so this one says network status. Is this device router internet? Okay.
57:00
Speaker 2
Okay. You need to create your own router password. Yes. It should be 10 characters or more. There must be a capital letter and a special symbol. Okay. Uh-huh. Let's uh, let's change the IP address now so that we will not gonna have any problem later on. Just uh go to connectivity. Click connectivity on the left side.
57:00
Speaker 1
got it. I do, says 192.168.1.1 there. I don't know what can I do that. I can't do it here. I can do it on the DHCP server. I can do the numbers there. So I should do it. router IP in the hip. It says router details. Okay, so I hit it edit that. edit that. Okay, then I got to IP just 1.192.168.1.5. Let me change it. [silence]
58:00
Speaker 2
and and go to local network and under local network you can you will see there on the upper left the router IP address and then okay change the third octet only there to number five so 192.168.1.5 router IP router IP on the upper left yes there that's there. so just erase yes please click the word edit
58:00
Speaker 1
so is this one nine six one nine two 168. one one or one five or five one and then do five changes to five okay then we head hit okay then okay hit box I've got to I can't do that that I can't do that I can do I can do start out start IP address is that the one okay got it right now right now it's one nine to one six eight point one point 10 I me to point 5 Okay, got it. Okay, got it. Hit okay. I'll apply hit apply then instead. and if I've applied it your router's applying changes is actually perform a caused device is attempting to lose connectivity. I said okay to this. All right. That's it's waiting to do what it's doing router. It says router not found. you're not connecting to your router. no. so to plug it back in. right plug it plug it back in here. one second get in here and do this difficult where it is
59:00
Speaker 2
leave it, point 10, just the third octet 1 9 2 1 6 8 5 10. Uh, it should be apply. Okay. Okay. Mhm. After this, uh, you can turn on for the meantime your modem now. Mhm. Which is normal since we change the IP address. Turn on your modem for now. [silence]
60:00
Speaker 1
I'm trying to do this here on second. I can find it stuff back here. Okay, one second. I'm getting it. I'm getting it. I'm getting it. Okay, kind of plugged it back in. It's going to go to it's going to attach the cable back into this thing here too. Okay, I can do that too. The cable is the yellow one. Should be the right one. There it is. Got it. Got that plugged back in. Okay, so so the unit the modem is turning.
61:00
Speaker 2
Mhm. So and the ethernet cable, as well.
61:00
Speaker 1
turning yellow right now the Linksys is turning purple put that in my browser instead okay now can you do that? uh-huh okay one second
62:00
Speaker 2
So at this point, uh, kindly open a new tab on your computer or just close that, uh, that message showing router net found and you can access the website now using 192.168.1. That's dot five. That's one. 192.168.1. That's dot five. That's one.
62:00
Speaker 1
Okay, so when I did that, it just came back to uh thinking about it, thinking about it. I have my daughter, but pull one second, hold on. Okay, this site cannot be reaches this. Yes, it did. It did. Let me do this here. [silence]
63:00
Speaker 2
Okay. Mm-hmm. Okay. Um, please check your computer if it's connected to Linksys. I believe it got disconnected since we made changes. So reconnect your computer. Okay.
63:00
Speaker 1
All right, so I got to find, okay, now it's connected to the vellup again. I got to wait, it's connected now. All right. Now that. OK, those numbers again. 192.168.5.1. Let's do this again. So so is the site can't. So so is the site cannot be reached. Connected to the vellup side on my thing here. It says can't be reached. Right? This says can't be reached. Yeah? OK. Yes.
64:00
Speaker 2
then access it using that number is is it still site can't be reached try to re access it again open a new tab and then still type in nine two dot one six eight dot five dot one
64:00
Speaker 1
2.168 point one point one. Yes, she's head in there now. Okay, so now it so now it it says 192.165. All it says came up with a whole bunch of ads again. 192.168.5.1 Now it says the site cannot be reached. And reloaded. And reloaded but still saying the same thing. 192.168.5.1 says reloaded. Reloaded it, nothing happens. That's it. Still thinking about It. Ops live.
65:00
Speaker 2
[silence] .5 .1 [silence] Oh good. You're now on the website. [silence] Can you tell me again what's the IP address you type in? Mm-hm. Mm-hm. Okay. [silence] You can if press the Linksys main node and said, Derek, press release, press release, press release five times.
65:00
Speaker 1
okay, so on on the modem I'm doing what now? I'm pressing the what? Yes, one, two, three, four, five. Did that. Now it's flashing red now it's, well it's back to purple. That's a it's light, purple's light purple it's flashing a little bit. Flashing light purple. Alrighty. Still flashing. That's flashing purple now it's still flashing. My my mod my router it
66:00
Speaker 2
Yeah. first let's go. uh not on the modem, but on the linksys router. press the reset button five times. quick five press. press release. press release. press release. Okay. Correct. it will take three minutes max. it will be configured after. And the ethernet cable, Derek, is plugged back to the internet port of the modem.
66:00
Speaker 1
It's correct. Yes. It is. When you say modem, are you talking about the Cox thing, or are you talking about the router? OK, the router. So if it's both plugged in, what's the flashing purple, white, purple? Still flashing, not solid blue. Solid blue now. Stopped. Is that good? Solid blue? Is that good? OK, good. Now what? Disconnected off my internet on my computer. I'll put that back on. Develop [silence]
67:00
Speaker 2
right? Um, when I say modem, it's the Cox. And then router, it's the white tower. Uh-huh.
67:00
Speaker 1
if it is now now now now now now it's it's winter flash in red now just by itself and to flashing red no no no no now it's solid blue now it's uh back to my phone here Phillip got it
68:00
Speaker 2
Is it still solid blue? Perfect. So check your computer if it can... Oh, back to blinking red. Your cockside modem has how many? 10, 9, 8, 7, 6, 5, 4, 3, 2, 1. Still solid blue? Okay. Connect your phone now, Derek, to the same Wi-Fi Velop setup. [silence]
68:00
Speaker 1
My phone is connected and my computers and my and my computer is both connected to it now. 192.168.0.56 change it to one nine two one six eight point zero point five 6.0 now. Home SDN. My my my no no my my SDN network. [silence] Okay so I've got to connect it on my [silence]
69:00
Speaker 2
Okay, once your connected. Mm-hmm. Okay. Tap again the I I icon of your phone right beside the built up setup name. Check the I P address again. What's the router IP? [silence] It went back to zero. We already changed it into five earlier. 192.168.5.1. Okay. Mm-hmm. What's your Wi-Fi for the Cox modem, Derek? What's your Wi-Fi name? Okay. Can you Can you connect to that Wi-Fi now and let's check what it uh what is the I P address of the SDN Wi-Fi?
69:00
Speaker 1
I'm lying phone them to find that something with there okay do this connected to this is no internet connection but I can still to the I and so that says the IP address is one nine two one six eight point one point two three seven yes to in-network connect to this by PC it's my destination. That's alright. Checking network requirements to do this
70:00
Speaker 2
Okay, just stay connected to that Wi-Fi and also your laptop. Please connect to the SDM Wi-Fi name.
70:00
Speaker 1
this no internet cannot no internet uh secured. I can you want me to deal with this? mm-hmm. Q. it's not secure, it's green. And the Lynx is website though. It's going to go into a link to the site though. That's good. Uh-huh. All right. So now I go to connectivity again. I'm there.
71:00
Speaker 2
The ncp at sea, but not anymore since you're already checked the IP address from the phone. I just need you to pull up a browser and then access 192.168.1.1.
71:00
Speaker 1
local network. It says 1.168.1.1. there. Okay. Yes, it is. Yes, it is. I've got the, I've got some of the child once in by here, but that's about it.
72:00
Speaker 2
can you confirm if the IP address there is one nine two dot one six eight dot five dot four 71. Okay. Once you're under connectivity, go to, uh, wireless settings instead. And under wireless settings, uh, the SSID there, is it STN indicated? Okay. And, and Derek, uh, you don't have any other current connected devices, right? It's just your Cox modem. child mode. But you want this one that you just purchased to be the main Lencis, right? Okay. Because probably we're accessing the child node setting now, but the child node is not connected to the modem Cox. Correct? Okay. So, indeed, this is really the Lencis that you were accessing right now, this dashboard that you're seeing at, do you want to change the name? The SDN or you will just leave it like that. Okay, so whenever you want to or in the future if you want to change it or if you want to check other settings, you can still use 192.168.1.1. moving forward.
72:00
Speaker 1
Okay. Yes. Oh, let's take a. Oh, right. But I haven't done anything yet. So I'm checking the availability. I'm going to check I'm going to check I'm checking this. It says no internet right now. Let me see what happens here. SDN network. Trying to get this thing set up one second. SDN network. Connecting. It says no internet right now. Goes to Wi-Fi settings on the computer on the screen. And says it's not connected to the network.
74:00
Speaker 2
And your router there, is it still solid blue? Okay, good, so yeah, after several resets that we did, we were finally able to isolate this one. And so far, since we already reset and reconfigure the router, it should work fine. But if ever there's a problem again, Derek, you have a ticket here in our system. You can call us back and if ever it's not me. Okay, good. Go ahead.
74:00
Speaker 1
[silence] work though no internet. Network status. I see this device, the router is green, but then it says internet between that and the thing says read red. Router not found. You're not connected to your router, it's saying. Under my computer. My computer's got nothing. My computer says no internet, but let me, let me see what it says. wi-fi is SDN network, connecting this, says no internet. It says right now. [silence]
75:00
Speaker 2
can you check the main dashboard? The first box. So just click OK under Wi-Fi settings. And then check the first box, network status. Can you see an exclamation point? Ah. Okay. And then you can recheck your computer now, if it's still under STM. No internet connection. Okay. Let's go back to the LINCIS dashboard. Let's
75:00
Speaker 1
[silence] I can in a second. [silence] Okay. You can close this. Connectivity that I've got to close this at a close router. I got to close, close it out. I got a closest router not found, let them kind of turn out how to do that. Picking up the screen. Can't really, I can't, I can't do this, but let me see if I can. I can't go. I can't close this screen. This is you're not connected. It's going to do details or retry. I tried and retried a couple of times. Doesn't do anything, but I can't get, I can all right. So we'll close this page through 192. 168.1.1 again, right? Okay.
76:00
Speaker 2
check what's the connection type this router has, [silence] are you still able to go back to connectivity? Uh-huh. Connectivity and then, [silence] ah yeah, [silence] it keeps on popping up. [silence] Um just close that page instead and then open a new one. [silence] Yeah, same IP address. [silence]
76:00
Speaker 1
This is like cannot be reached. Reload this again. Default to 0.5.1 on its own. But I try this one again. 0.0.1. Okay. Alright. Just thinking about it. One second. So, the default didn't do anything. That's weird. It's not doing anything right now. It's just still thinking about it.
77:00
Speaker 2
probably it's switched the IP address can you try 192.168.0.1 192.168.0.1 [silence] still loading your Cox modem does it have more than one port.
77:00
Speaker 1
Which one, the modem being the cox thing, or the or the linksys, that's a brand new one, let me see what I can do here, see if I can get it, all right, this says this site, so let me see what I can do here, see if I can get it. second. Let me try to get under here and see what I can find, the serial number on this thing, let me see if it's on the back. It's a brand new one, that's, oh, it was all started when I went to my child knot, it died on me. That's when I decided to do all this and then, okay, here we go, model number front phone number, back.
78:00
Speaker 2
help me with the model number Derek for me to have a clear picture here on my end the model number of your modem yes the Cox modem
78:00
Speaker 1
and in a where do you use what are you said oh going here nope here clean it let's see anywhere don't see anywhere alright but I don't see anywhere it nowhere no man sit to reset button of no mention to reset on a thing ok got it it's still up to up still blue on top can't I couldn't do that remember so trying to look that but couldn't see that anywhere brand new and it's brand new thing.
79:00
Speaker 2
Oh. um The reset button. No, no need. It's still blue on top or back the red the link says. That's really weird then uh, can you tell me what's the model number of the modem? Cox modem. Oh okay.
79:00
Speaker 1
I did the 192.168.1.1.0.1. it came up this site cannot be reached. yes it is on my computer. do that let me see I can do that. one second. uh okay God developed one one got one dot 168 dot 1 over your IP address.
80:00
Speaker 2
Mm_hmm. Okay. It was as CN earlier but it's still available on your Wi-Fi list. Develop setup name, right? Okay. Please reconnect only your computer to that "vellovedsetup name.
80:00
Speaker 1
Connecting this one now. Checking network. Okay, that's connected. Now what? Now what? Now, I've gone to Cox Gateway login. I don't know this stuff. Username and password. I have no idea what that is. It said this, it came up to the gateway login for Cox for my username and password, actually have no idea what it is. Okay. Did it. Let's see what happens here. It takes me to a bunch of ads. [ silence ]
81:00
Speaker 2
using that this zero right okay can you open a new tab Derek and type instead? 192.168.5.1.
81:00
Speaker 1
we've been the search page this to move tool with And hit do this here and enter it happens here not thinking about it, it's thinking about it. It and It says see it is this is it's still thinking about what happens here first. Okay, this hasn't done anything to go pipe a spore up. Mm-hmm. Got it. No, see other devices and network infrastructure. It's all I see the same thing as last time. Mm-hmm.
82:00
Speaker 2
Oh, it takes you to a search page again. [silence] Okay, let's try this one more time, Derek. Under file explorer and then go to networking. Under network, can you see Linksys? Okay, nothing that belongs to Linksys, then. Okay, you can now go back and then try instead of
82:00
Speaker 1
mm-hmm. Let me close this up in a second. Okay, my router. Mm-hmm, just a second. I wrote it out local. If I do this, I'll see what happens. Taking me to the login. Taking me to the Cox login. that's taking me. Gateway login. Okay.
83:00
Speaker 2
[silence]
83:00
Speaker 1
It's up lighted. Yes. Allow. Uh. It wasn't working. It was this I.. cannot be reached. Took too long, it said. My router.local. And do what? Any website. Okay. I can do this. Yes I can do it. I can do this. Yeah. It's doing it fine.
84:00
Speaker 2
Okay. and then, since we cannot access the web UI, can you search online connected to the developer interface? Just try to visit any website. Derek. Yeah, any website, because that's the developer interface we configured earlier. Since it's solid blue, try to visit any website. If you're online. Should that work? Okay. It's working. And your phone, connect it to the developer interface name as well. [silence] Okay, so connect to the velops setup. uh uh, um. but connect your phone first to the velops setup Wi-Fi name. Mhm. Linksys is the router. and Cox modem is the modem. Mm-hmm. uh the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
84:00
Speaker 1
close it, force the close on it. it closed it, now go back again. open it up, open the, open about getting router settings it says. make sure the the Wi-Fi is on this thing. it says, say, uh, mhm, it's on about setup. still says it's getting router settings, that's what it's doing, thinking about it. [silence] still thinking about it.
87:00
Speaker 2
just, uh, yeah, first close in and reopen.
87:00
Speaker 1
This is getting rather exciting. That's all it says. We have a problem. Tell us about it. We have two choices. Head right by the router, too. [silence] [silence] [silence] [silence] That one on the child loads. Yes. [silence] They're right next to it here.
88:00
Speaker 2
is it loading the setup experience is that the message on the app? Okay. exactly. And it's solidly. There's nothing wrong with it with internet but the settings is not um accessible right now. Deal. There's it's really weird Derek because it keeps in getting the wrong IP address when in fact we manually change it a while ago. And just to verify one last time the other MX 2000 you have is not even turned on. This is the only links router it turned on right now. Correct? Um when you said the child node where is that right now? [silence]
88:00
Speaker 1
to manage your Wi-Fi, manage your Wi-Fi, or set up a new Wi-Fi network uh-huh got it good he's asking for a router password or email go ahead or password go to your phone's settings and tap on Wi-Fi unable to detect connection to your Wi-Fi try the steps below go to your phone's settings and tap on Wi-Fi select your Wi-Fi from the list once connected return here I suppose let's do this again is it's now it's it's there it's got the Wi-Fi valve set up I've done this go back to the app unable to detect connection of your Wi-Fi try this to below see more tips once connected oh it's it's connected though email, I can try my email if you want. What's my password? My password for the uh for the router here. So I'm doing, I'm going to do through email. let's see what happens there. Into the password, that's going to be the, that's going to be the router password, right? The router password is what I got to do. I just got to find that. I got, I got it, I got it. Yes I do. Put it in right now. And more second. So
89:00
Speaker 2
I can't and should not give personal information.
90:00
Speaker 1
Wait a quick second, I'm impossible on this thing, a big thing. Wait a second, there, one second, should work fine. What's my, go ahead and, uh, a bit of a thing. Thank you. Ah, it. Uh, looks like your email password don't match. That's that's weird. Looks like your email or password, so it looks like your email or password. A little low. It's a router password. So I did that before. It said that, um, unable to detect the connection to your Wi-Fi. Try the steps below. Go to your phone settings and tap on Wi-Fi. WhichFi, whichFi.
91:00
Speaker 2
Let me know if the router password is not working. The router password did not match, the one that has 10 characters and more. Oh, kindly tap the option below Derek, router password login. That's the option below. Do you see that? Aside from email and password, yeah.
91:00
Speaker 1
Which I did. I clicked my pipe on the list, which I did, and went connected return here, which I've done all those things. Okay, thank you. Thank you.
92:00
Speaker 2
okay, okay. Got it. Yeah. For the Lexis account, it's no longer accessible. It's already, our cloud service is already being removed. Um Derek, I will just going to ask permission to our level two technician if, this is already subject for escalation. Okay. Because, uh, we can still log into the web user interface. I'll just put this call on hold. I'll be right back. Thank you. Hi, Derek. Thank you so much for staying on the line. Are you still with me? Okay. Yeah, uh, I already got an approval from our L2 technician. It's just that they need the model number of your modem. Is there a way for you to have it checked? Any info that you can see on top so that they can investigate this matter.
92:00
Speaker 1
are not a little fixed it for me is that you're saying knack fix this for me right now or no what if I wanna fix this I wanna fix this right now. I've been waiting for it's taking me an hour and a half to get to this point here. I'm looking to see if there's anything if there's any kind of markings on this modem. Let me see. Uh, let me take this. let me take let me take a quick look. See if there's it's handled right away. Yes, let me see if there's let me see if there's a model number on this thing or not. There's a uh, see any model numbers here. the big white um what's underneath here. Let me take a look at one more second. take a look here underneath the bottom. uh, nope, there's nothing there except for nothing there. It's a big white box.
96:00
Speaker 2
Pardon right now you want to call them back. Okay, I let them know then that you want an immediate call back.
96:00
Speaker 1
uh, but the thing was dying. uh, cause this was one of the child nodes died. that's a cause, and the phone, uh, thing was working fine with, everything was working fine. I bought this new mesh unit, and now it's, it's, it's an issue uh, since I picked it up. It's nothing to do with the Cox thing. It's nothing to do with the Cox. This is this is Cox came out and did it. Yes, I was working fine though,
97:00
Speaker 2
Mm-hmm. Yeah, the reason why I'm asking for the model number because remember earlier we keep on getting the Cox gateway even if we're accessing the Linksys and the one that is wired directly to your new Cox modem is the replacement Linksys, right? That's the only one plugged in wired to it, which is the one that we were troubleshooting the whole time. And by the way, who replaced this MX2000, Derek? Was it the store?
97:00
Speaker 1
one of the modes died and then that's the issue. So I bought a new one here. And that's it. The new, I bought it from Amazon. Two. Two pack. One of the, one of them doesn't work at all. It doesn't even charges. It's dead. The other one works fine. of course. This one shouldn't be defective. Okay, this one shouldn't be defective. I got another two set, another two pack showing up today anyway, but, um, cuz I don't think these child modes are even good with them anymore. You know, the guy told me the child modes still work with this new system. I'm getting I'm not going to even deal with it.
98:00
Speaker 2
Where did you bought the new one? At a store? [silence] Amazon. Okay. [silence] And one pack only, right? [silence] Ah, okay. Uh, just keep the receipt with you, just in case, um, this one is also defective, so we can then [silence] Uh-huh. [silence] Okay. All right then, so, if you cannot see any info on the skin, [silence]
98:00
Speaker 1
call me back shortly. Are you telling me? thank you so much. Meg, have a great day. Thank you for your help. Bye-bye.
99:00
Speaker 2
on the modem right now. I'll just put a note here so that our level 2 technician can have it check. I'll escalate this one right away so that they can arrange a call back for you, okay? I will inform them that you need uh, you want to call back. Usually, Derek, once a case will be escalated to our level 2 tech, um at least uh within 24 hours, but I will just gonna indicate here that you need an immediate assistance, okay? Thank you so much for your time, Derek. Bye for now. Bye-bye.
99:00