V2 Rubric Detail — bb9c3b98-60f8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 16:08
Duration
44m 50s
Contact
Ewelina Zdyrska
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132431
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 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
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall79.9% (+51.9)

V2 Grader Summary

The agent conducted thorough troubleshooting using appropriate tools and correctly identified the ISP as the source of the issue. While internet was not restored, the agent achieved a partial resolution by confirming the router was functional and providing a clear path forward. The guidance was technically accurate and ownership was maintained, though communication could have been more polished.

V1 Case Analysis

MR7350 router with no internet for 3 days; LEDs cycled purple/blue/red. Agent attempted reset, web UI, and app setup but gave incorrect 5-press method and failed to verify WAN. Advised customer to contact ISP with no further action.

Troubleshooting Steps
  • Collected model and serial number.
  • Guided customer to reset the router and connect to default Wi‑Fi.
  • Provided default IP (192.168.1.1) for web UI access.
  • Suggested using the Linksys mobile app.
  • Advised power‑cycling the ISP modem.
  • Incorrectly recommended 5-press pairing method.
Key Observations
  • Agent gave an incorrect 5-press pairing method for an MR7350 router, which is not supported on MR series.
  • No verification of WAN connectivity (e.g., direct PC test) was performed.
  • Call contained many repetitions, long silences, and lack of control, severely impacting efficiency.
Positive Highlights
  • Collected model and serial number early in the call ([01:00]-[02:00]).
  • Provided the correct default router IP address (192.168.1.1) ([16:00]).
  • Suggested power-cycling the ISP modem, a standard troubleshooting step ([32:00]-[33:00]).
Agent Errors / Gaps
  • Provided wrong pairing method (5-press) for MR series.
  • Did not confirm whether the ISP modem was delivering internet.
  • Failed to set a clear next-step or escalation path.
  • Repeatedly asked the customer to repeat serial/model information after already collecting it ([02:00], [03:00]).
  • Misinterpreted LED behavior by claiming solid purple means 'ready for setup' without confirming reset cause.
  • Suggested desktop computer as only valid test device, incorrectly stating laptops cannot connect directly to modem ([39:00]).
  • Failed to document case or verify warranty/support eligibility despite troubleshooting context.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent identified the router was functional and correctly concluded the issue was with the ISP, but did not fully resolve the issue as internet was not restored by the end of the call.
R2 Met Diagnostic thoroughness conf 85%
Agent performed multiple troubleshooting steps: verified LED status, confirmed cable connections, attempted web UI and app setup, executed 5-press method, and advised a direct modem test — all logically sequenced and advancing the diagnosis.
R3 Met Correct resolution path conf 95%
Agent correctly determined the router was working and advised contacting the ISP, which is the appropriate path for an outage beyond Linksys' control, even though the device is out of warranty.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (no internet), asked about recent ISP change, checked physical connections, used LED behavior to assess state, and logically concluded the fault was upstream.
T2 Met Appropriate tools / resources used conf 85%
Agent used the 5-press method (valid on MR7350) and the Linksys app as diagnostic tools, interpreted LED states correctly, and advised a direct modem connection test — appropriate tools for the scenario.
T3 Met No misinformation conf 90%
Agent correctly explained the 5-press method, LED meanings, and that a solid blue light indicates internet connectivity — all factually accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained the call but had long silences, unclear transitions, and failed to set a clear agenda or manage expectations effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms but adapted by explaining LED meanings and guiding through app setup; however, did not consistently confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case from start to finish, performed troubleshooting, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next step — contact the ISP — and explained that the router would show solid blue when service is restored.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was correctly identified as ISP-related.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I understand' and acknowledged the frustration of not reaching the ISP, but did not deeply empathize or validate the customer's experience.
X2 Partially Met Tone & rapport conf 80%
Agent stayed engaged and guided the customer through steps, but pacing was uneven and did not fully adapt to customer confusion during app navigation.
X3 Partially Met Overall experience conf 85%
Customer had to repeat serial numbers and download the app, but agent helped avoid unnecessary steps by not insisting on factory reset or repeated reboots.
Call Transcript80 turns · 85 lines
Speaker 1
Hi, I've just been having issues with my router, my internet's not been working for the past three days. I'm wondering if you could help with this issue. that's fine, yeah. Do you? Um, should I give you some number of the router or? Yeah. Is it the model number? Oh, no, serial number, sorry, yeah. 33C, yeah. Have you got that? Uh.
00:00
Speaker 2
welcome to linksys support to ensure quality service your call may be monitored please remain on the line for assistance thank you for calling like this this is ice how can I help you? I see I'm sorry to hear about that ma'am I know there's serial number girl this is Rotterdam the serial number of your router it's indicated at the bottom of the router. Okay.
00:00
Speaker 1
So yeah. So the serial number 33 c1 O M 2 a a 1 o 9 8 o. Would I like me I to repeat it? Yeah. Yes. Yes. Yeah. That's that's correct. Yes. Yeah.
01:00
Speaker 2
Okay. Let me verify again the serial number is three tree for Charlie. What one zero M for mike. to a for alpha a for alpha. One zero nine eight zero. That correct. Um, can you check on the model number of this?
01:00
Speaker 1
MR7350 the model number or the serial number yes yeah 33 C10M2A A10980.
02:00
Speaker 2
uh can you uh say the serial number again because i forgot to save it the serial number first because i need to
02:00
Speaker 1
7350. Yeah, Evelina, Evelina cuz it's my mom's name. spell that? e dob Yeah, it's Evelina E W E L I N A L I N A
03:00
Speaker 2
Yes. And the model number is MR 24BFEW. All right. All right, search for some record for you. Uh, may I may I know your name? Please? Pardon? E W E...
03:00
Speaker 1
yes yes yes Z-S-K-A okay sorry let me just Z-D-Y-R-S-K-A Z and Z pardon can you repeat that oh Z Yep now ad
04:00
Speaker 2
Evelina. And your last name? What's the first letter? Z. And then, are you? So the first letter of your last name is Z for Zebra and then C for Charlie. so after why it's are for Rose and then S for Sam and then K for kilo
04:00
Speaker 1
yes. just one second. e-w-e-L-K-A-7-9. Would you like me to repeat that? VP dot PL. Yeah, that's correct.
06:00
Speaker 2
so it's Zed, Zed, Zed, Risca? Alright, thank you. [silence] Valina, may I know your email address? Okay. E W EL K A 79. Alright, so it's Ewelka79 at VP dot PL.
06:00
Speaker 1
So it was octa plus but now I think we're um at the woh one, we got transferred. The w-w-w- the w-w-w- one. Yeah um T-H-E-O-N-E. Ah. Now. The E tea tea tea like the thing you drink
07:00
Speaker 2
All right. Thank you. May I know who's your internet service provider? So who's your internet service provider now? Can you tell that? Uh internet service provider? What's the first letter? B as in bit?
07:00
Speaker 1
No tea like three. Yes. This is from my internet provider. Isn't it? Yeah. So it's t H like house. E like yet T H E and then space. One. O N E. One. Would you like me to repeat? [ silence ]
08:00
Speaker 2
for don Romeo, Tango, and then, A, K, P, H, E.
08:00
Speaker 1
Can you repeat that please? Tea. Yeah. Yeah. Yeah. Yeah. Yeah, that's it. Yeah. [silence] Yes, only one. So, it's not been working for the past three days. So, not sure if you can do anything to help with that. [silence] No, the internet, internet service provider got changed for us during March and it was fine. And then out of nowhere, just stopped working yesterday. Well, three days ago, so for the past three days, yeah. [silence] Like, there was something, something unusual, something excessive. [silence] No, there was nothing, nothing like that. It just stopped working.
09:00
Speaker 2
MR-7350. [silence] Um [silence] the past three days it's not working. Is it because uh you [silence] changed your internet uh service provider? [silence] Uh [silence] so three days ago uh you did not encounter any power outage [silence] or internet service interruption?
10:00
Speaker 1
Yeah, um, is, yeah, so it's purple right now. Yeah, I think my parents tried to reset it to try and get it to work again, but it didn't help. Um, yeah, how do I do that? Do I, um, Oh, is it just the power power off button at the back of it? Oh, no, it's the red reset one.
11:00
Speaker 2
Okay. So can you check on your router's light status, the L-E-D on your router? purple. Alright. So since it's showing a solid purple light, it means that the router was disconnected and it was reset. You have pressed the reset button of that router, because it's showing a solid purple light. Okay. So we're just going to reset and reconfigure again your router. Hello,
11:00
Speaker 1
Oh, sorry. Is it the red reset button? Yeah. Okay. Okay, how do I confirm that? Can you repeat that please? What am I checking?
12:00
Speaker 2
I cannot hear you clearly. and your voice needs to- that's fine already since your router is showing a solid purple light it means it's already ready for set up. And so we just need to confirm that your router is connected to your internet service provider modem. I'll check the cable connecting your router to your modem if it is properly plugged. And check the ethernet cable connecting your Linksys router to your internet provider modem.
12:00
Speaker 1
There's four cables here and They're connected and then the actual and then. Yeah. No, the the cables are connected, Yeah. Sorry. Can you repeat that please? Sorry. [silence] Yeah.
13:00
Speaker 2
they are connected, so So you didn't unplug the cable connecting your router to your modem, correct? um alright hold on And you are sure that uh and you are sure that there is an internet connection uh coming from your um modem? [silence]
13:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, it's all connected online. But it's already set up to the- it was already set up through the- through the web browser. Yeah. Yeah, I'll just over the web, yeah. Yeah.
14:00
Speaker 2
Do you want to set up your router through the web browser or through the Linksys app? Yeah, but, because we have, your router is already reset. So, We, uh, you prefer to set it up using the web browser. Alright, open a web browser.
15:00
Speaker 1
yeah yeah yeah yeah one nine two can you repeat that please yeah yeah yeah one second I need to get my other phone because there's no internet so I can't really connect through the web browser give me a second please yeah
16:00
Speaker 2
then type in 192.168.1.1 192.168.1.1 No, that's fine. Uh-Lina.
16:00
Speaker 1
So, how do I configure it? Uh types in and it said connection timed out, I'm going to try again but
17:00
Speaker 2
You really cannot connect to your internet because we're still setting up your router. So, uh, it's fine if uh, you connect to your router and there's no internet because your router, um, cannot access internet since it's reset already. So, it's not yet configured. So, it's... That's why we're trying to log into your web browser, 192.168.1.1.
17:00
Speaker 1
I'm using my [silence] Yeah, [silence] Yeah, [silence] Link set up, yeah, that one. [silence] I've, yeah [silence] I've connected, yeah [silence] It's a hassle.
18:00
Speaker 2
Okay. Okay. The first thing you need to do, are you using your phone, right, or your computer? Okay. On your phone, connect to your router's Wi-Fi name. The Wi-Fi name of your router is indicated at the bottom of it, on the product label sticker. The default Wi-Fi name of your router. Check, uh, the. Okay, connect to that. And the password is, and the password is also on the router's product label. It's at the bottom of your router, on the product label sticker, the password is indicated also there. So once you connect, okay. So once you connect to the default Wi-Fi name of your router, type in the password and then just connect to that. Uh, it will... So it will, uh, tell you that you're connected, but you have no internet, right? Okay. Okay, that's fine. Then, uh, open a web browser. [ silence ] Yes, hold on. [ silence ]
18:00
Speaker 1
[KEEP_UNCERTAIN] Apple ID. [silence] I can't sign in. [silence] because I don't have internet. on the website for [silence] screen. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] It's directing me to the [silence] [silence] [silence] Apple Store. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] I can't. [silence] [silence] it won't download. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] I understand. [silence] [silence]
20:00
Speaker 2
[silence]
20:00
Speaker 1
no. it. says. one. moment. and. it's. buffering, so. there was no sign-in page yet. Oh yeah. yeah. I'm just. resetting. my. password. because. you can't remember the password. No, it's. it's on the. the website, the link. that's smart. why?
21:00
Speaker 2
Okay. Once you click the image, you should be routed to the sign in page. Okay, so let's just wait. What password? Is it the router password?
21:00
Speaker 1
is there a router? password? it says email address password? forgot password and don't have an account click here that's the only options I've got no it says because you'd have to click the forgot password option from the start so if you click forgot password option it should take you to the next step of where you can put in your email and they could send you the mail where you could recover it from there
22:00
Speaker 2
OK, OK, a do not click on the email. You can click on the router password. When you are routed to the sign-in page, you will have two options. You can sign in through the email or through the router password. Select the router password. So, there's no option for router or password. because once you type in once you click on the mobile picture it.
22:00
Speaker 1
No, I, I clicked the images and it took me to a sign-in page, which says email address, password, forgot your password? It doesn't give me a one for the router. Yeah. Well, not now I just exited it, all just because I don't know what to talk on. Um, I need to put the numbers back in because my I refreshed it and now the whole website disappeared. Um, yeah.
23:00
Speaker 2
So, it will route you to the sign in page and the sign in page will only ask you for a router password. Access. So there's no other option. It's only asking for email? Uh-huh. Okay. Can you scroll below? What are the other links there? aside from don't have an account. Is there a local access? Okay, try to close that and open a new tab or a new browser.
23:00
Speaker 1
I'm clicking the images now, and, and yeah, I guess it's just type, email address, password, forgot your password. There's no other option for a route or password. No, there's no, it says end user licensing agreement, terms of service, privacy settings, nothing like that. Yeah. I'm sorry. But the thing is, I won't remember my password. So do I need to reset it first? Yes. [silence]
24:00
Speaker 2
[ silence]
24:00
Speaker 1
OK, so I just forgot your password. I typed in my email and it said there's an unexpected error communicating with the Lenson smart Wi-Fi service try again later when you have internet connection. So it's about my internet connection that's the issue I can't access the internet so I can't access this over [silence]
25:00
Speaker 2
Before you click on anything or type anything, Elena, tell me what do you see on the screen so that I can guide you on what to do next, okay? No. That router's default IP address, you can access that even without your internet because you're still setting up your router. Now, since we cannot proceed setting up your router using the web UI, let's try to link this up.
25:00
Speaker 1
[inference] Yes, I'm going to try to download it [silence] Jare to try to log in to the Apple store. [silence]
26:00
Speaker 2
uh, does your phone have cellu uh, cellular data? So that, so that, yeah, so that we can download the-linked app make sure to download the Linksys app, the one which is the logo of the Linksys, because there are other appli application there, so, choose the one with the blue Linksys logo. the two L with a dot on the top. okay. Okay, once you download the Linksys app, uh, open the app, uh, tell me what do you see on the screen, or on the app.
26:00
Speaker 1
Yeah, it's just downloading right now. Yeah, it's just downloading right now. Yeah, so I downloaded the app and I opened it and I've got the links to a screen. I've got, manager Wi-Fi, set up a new Wi-Fi network. Okay. Okay, it's loading. So it has deve developed on mesh routers and then non-mesh route. Okay. So it's got terms and conditions. I'll just agree to that, right? Okay, so it says disconnect and remove your old system. Yeah, next. Is this plug in the router near you without plugged into your next. Yeah. Connect the route to your modem or internet server. So is that um it's a yes.
27:00
Speaker 2
set up a new Wi-Fi network. Or mesh develop and mesh router. Yes, agree to the- Okay, just click next. Just click next. Uh, next. Just click next. Next.
28:00
Speaker 1
speakers yeah next it says no light is solid if solid yeah it's just getting connected so I've got my phone near the setup area so it's okay so it's now okay yeah so it's just taking its time yeah yeah that's fine just yeah it's strange because it was working perfectly fine until it just randomly stuff yeah maybe
29:00
Speaker 2
click next okay click next proceed okay so let's just wait because it's trying to check your internet or once your router detects an internet connection from your modem it will connect yeah it could take two a minute or depending on your internet connection stability it may have been disconnected or
29:00
Speaker 1
It's so so. Yeah. Yeah. Okay. So it's checking for Internet. Okay. So it's still checking. Are that bomb? Okay. Yes. So we'll see if it's connect.
30:00
Speaker 2
Or maybe the cable was loosened or something like that. Let's just hope that there's an internet connection from your modem, because if your modem doesn't supply an internet or there's no internet from your internet provider, then your router will not be or will not proceed to the next step in setting it up. Mhm.
30:00
Speaker 1
Yeah, so it's finished connecting. And it says it looks like you're not using the internet port. But, so make sure your router is connected to your modem or source of internet. Use the port labeled internet. But it is connected. The cable is connected to the internet. So are you saying- So is this not an issue with the actual router. Is it more- Okay. Okay.
31:00
Speaker 2
Okay. So, right, since you didn't touch anything on the cable, so it could be your modem. From your internet provider that, uh, that has no, no. It's only your modem because if there's a problem with your router, it will not, uh, go through the Linksys app. It will not proceed with the Linksys app.
31:00
Speaker 1
So, is - yeah. Okay, how do I? yeah. Mom, where do I find that? I'm not sure when I should find that modem. Is it a box from my internet provider? I'm not - oh, like the one mounted on the wall, or... So, it's - near a wall.
32:00
Speaker 2
uh can you try to, let's do for a power cycle on your modem. uh just turn off the power switch of your modem. not your router, your modem, your internet provider modem. there should be a power switch on that. the modem is the box from your internet provider. it's the box. ugh, where is your um Where is your router connected?
32:00
Speaker 1
and there's a cable to a, um, to another like black box on the wall, and it's got Ethernet service broadband power. Yes. I'll have a look. Um, I will adapt I'm trying to find it right.
33:00
Speaker 2
So, that's where your router is connected. Okay, so try to find any power switch on that. If you cannot find a power switch on that box, then there should be a power adapter on that. You can unplug its power adapter from the power outlet and then plug it back. That box is connected to a power outlet. [silence]
33:00
Speaker 1
I'm not sure what to do now. I'm looking for the modern, but I'm not sure what that is and how that looks like. So I'm not sure what to, like, turn off or what to disconnect, to be honest with you.
34:00
Speaker 2
[silence] there is a way to verify if you really have an internet coming from your internet provider by using a computer connecting it directly to your modem through cable. If your computer got uh internet access, then it means uh your modem from your internet provider has uh Internet. But if your computer could not access the internet, then it only means that your internet provider is not supplying you uh Internet. So it could
34:00
Speaker 1
Because, yeah, I'm trying to look for some power switch, but can't really, I don't really know what to disconnect. Is there some... Yeah. Okay, so does this mean it's not the actual router, it's the service provider? [silence]
35:00
Speaker 2
Okay. So the so we cannot proceed uh since uh the links is up says that it could not detect uh any connection uh from your router to your modem so it may be that uh your internet provider may have an internet uh outage or service interruption. So yes, it's your service provider. Or we can uh...
35:00
Speaker 1
It's because, I tried to contact my internet provider but we couldn't even get through to them. They mentioned, because we had our switch from Octopus to this current provider, um, they mentioned that the like it was like an electronic secretary. They just mentioned that, oh, we apologize for any inconveniences. But the thing is, this thing has been going on for three days. We can't even contact the um service provider. We don't have any answers. We don't know when the internet might be back. If it is [silence]
36:00
Speaker 2
still use another way to set up your router. And if your router still showed a solid red light, or if it still didn't turn to a solid blue light, then it only means that your router is not getting any internet, uh supply from your modem, uh from your Internet provider.
36:00
Speaker 1
It's on their behalf if it's their fault, so are not showing up. Yeah. Yeah. Yeah. Okay. [silence].
37:00
Speaker 2
Yeah. So, um, so there's no problem with your router because it's showing a light and we were able to proceed with the steps using the Linksys app. If it is your router, then it will tell you that it should not detect your router but since we reached the page where it's checking for internet and that's where it cannot proceed and it only means it's the your internet connection. Now, as I've mentioned before, we can verify if there is an internet connection from your modem or your internet provider by directly connecting a computer.
37:00
Speaker 1
how could we do that? right.
38:00
Speaker 2
to your modem. And from there, we can... Using an Ethernet cable, usually a desktop computer, you can connect it directly to your modem. And then, once you log into your computer, automatically, it can access Internet if your modem really has an Internet connection. But if your computer could not access Internet, the moment we connect your computer directly to your modem, then it only means that there is no Internet supply coming from your modem. So, it's... an issue with your Internet service provider. Do you have a desktop computer?
38:00
Speaker 1
his side, rather than the actual internet, the router itself, right? Okay. Okay, so I see, I think there's no, no use of using the laptop method, because we know it's, but it is, PAUL. Paul. Okay, the provider. Yeah. Yeah, no, we don't. No, that's fine. I think I. Yeah.
39:00
Speaker 2
yes. Yes, because if it's the router, it will not show any light. And the link is up, you cannot log into your link is up and proceed with the steps. Yes. Yes, and also the laptop actually doesn't have the same port as your router and your modem. So that's why I'm asking you for a desktop computer because only a desktop computer can connect with a modem and your router. We can we can also do the five press method. That's the quickest way to set up your router.
39:00
Speaker 1
What the f***? Okay, how do we do that yes yes yeah, okay, one, two, three, four, five, yeah, yeah, it's solid, it's blinking white, okay.
40:00
Speaker 2
And from that, we can identify if there's really an Internet connection from your modem, because if there is an Internet connection from your modem, your router light will turn solid blue. So, let's try it. Okay. The 5-press method is just pressing the reset button on your router. There is a reset button on your router, you press it five times. It's okay within 5 seconds. Okay. So, what's the light status of your router? Can you check on it? If it's blinking or okay. So, it means it's responding to the 5-press method. So, your router is working fine. So, we'll just wait if it's light turns solid. [silence]
40:00
Speaker 1
Okay, so it's still flashing white. Let's wait a bit and see if it turns solid blue. Hmm. If connected only to a filter, it means that the internet is on. But apparently these are not RD issues, but a provider 's issues. Yes, I want to log in to the internet. Oh yeah, it's turned blue now. Yeah, solid blue. [silence]
41:00
Speaker 2
l solid the depends if it turns solid blue then it means you have an internet connection but if it doesn't turn solid blue then it only means that you have no internet connection yes solid blue. now it means it has a internet connection from your modem but let's confirm because it might be turning solid
41:00
Speaker 1
Oh, sorry, it's red now. Oh, so there was... But then it turned off. Okay. So what can I do now? Yep. Yep. Solid red.
42:00
Speaker 2
Blue but uh, there's no really uh, you cannot really access your internet. So, on your phone, uh, connect to your route. Okay, the seat. So, since it's turned red, it means uh, it's not getting any internet connection. But your router. So, it turned blue and then turns solid red. Okay. Uh, what's the light status now? Is it still solid red? Okay. Okay. So, it only means uh, that um, your router is not getting any internet connection from your modem. And we can confirm now that your router is working fine because it followed the light procedure when we do, uh, reset. Transcribe.
42:00
Speaker 1
Mm-hmm. Um, so is there anything else that you could do for me or not really? Okay. That's good.
43:00
Speaker 2
It follow the light behavior it should change to and when it change to a solid blue it means your router was configured already so your router is already setup so you can already connect to your router Wi-Fi name but the thing is that though you can connect to your router's Wi-Fi name you will not be able to access your internet because your router light is showing a solid red light which means there's no internet coming from your modem there's nothing we can do because your internet connection is on your internet provider the only thing I can help you is setting up your router and we already set up your router when it turns solid blue it's already finished so there's no more technical problem with your router so there's nothing we can do but wait for your internet provider to fix the internet we cannot see here or determine what's causing the problem why you're not getting an internet light in your router but it indicated that you've got a problem in your internet provider so we will wait for your provider to fix set up.
43:00
Speaker 1
That's fine. Yes. I'm going to try and get in touch with my internet provider; it's just hard to get um contact to get through to them. But um yeah, anyway, thank you for your help. Yeah, they've not informed us and it's been three days and it's quite frustrating because um you know you'd expect someone to let you know but obviously not. Anyway, um thank you for your help. Cold blue. Yeah. Anyways, yeah. Thank you and um yeah, take care.
44:00
Speaker 2
Yeah, right. Okay. So if the you're welcome, you 'll know your internet is back because your router lights will turn solid blue. Thank you.
44:00