V2 Rubric Detail — bce015b6-710a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 02:57
Duration
54m 4s
Contact
Doreen Colello
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00134903
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Xumo TV box connection is freezing
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+40.5)

V2 Grader Summary

The agent conducted logical, tool-appropriate troubleshooting (R2 Met, T1 Met) and applied technically accurate fixes (T3 Met) while maintaining ownership (O1 Met). However, the resolution was not confirmed (R1 Partially Met), and communication lacked empathy and clear closure (C1, X1 Partially Met). The fix was plausible but unverified, resulting in a Partial Resolution.

V1 Case Analysis

Customer reports Zumo TV boxes freezing. Agent changed DNS to 1.1.1.1 and 8.8.8.8 via router web UI after significant access issues. No confirmation of fix. Call ended without clear next steps.

Troubleshooting Steps
  • Attempted to access router web UI via myrouter.local with browser security bypass
  • Attempted to reset router admin password due to login failure
  • Switched to Linksys app to access advanced settings
  • Changed DNS settings to 1.1.1.1 and 8.8.8.8
  • Restarted Wi-Fi after DNS change
Key Observations
  • Call was extremely inefficient with repeated browser and access issues from [34:00] to [46:00].
  • Agent incorrectly attempted to reset the admin password instead of guiding through browser security bypass correctly, leading to confusion at [37:00]-[40:00].
  • DNS change was applied without confirming it addresses the Zumo box issue; no KB reference supports this as a standard fix.
  • Customer never confirmed resolution, and agent did not verify outcome or set follow-up.
Positive Highlights
  • Collected customer name, serial number, and email at [08:00]-[11:00].
  • Maintained a patient tone despite customer frustration.
  • Eventually guided customer to change DNS settings via the Linksys app after web UI failed.
Agent Errors / Gaps
  • Misidentified the login issue as requiring a password reset instead of guiding through browser security bypass correctly.
  • Failed to verify admin password or Wi-Fi credentials before attempting DNS changes.
  • Provided DNS change as a fix without confirming it resolves Zumo box freezing; not a standard KB-recommended solution.
  • Poor call control; allowed customer confusion to dominate with no clear structure or pacing.
  • Did not confirm resolution or set follow-up; call ended without operational closure.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer says 'I hope so. Thank you so much.' — indicates the issue was not confirmed resolved, only that a potential fix was applied.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through identifying symptoms (TV freezing), checking device status (blue lights), accessing router settings, and implementing a DNS fix — logically sequenced troubleshooting steps that advanced resolution.
R3 Met Correct resolution path conf 95%
Agent pursued configuration troubleshooting (static DNS) on an in-warranty MX2000 mesh system rather than suggesting replacement or dismissal — correct path for a software/config issue.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified the symptom (Zoom box freezes despite 'excellent Wi-Fi'), verified router LED status, ruled out general connectivity issues, and logically concluded DNS instability might be the root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the customer's laptop and web browser to access myrouter.local — correct tool for changing DNS settings when remote access isn't available.
T3 Met No misinformation conf 95%
Agent provided accurate DNS values (1.1.1.1 and 8.8.8.8), correct password requirements (10 chars, upper/lower, number, special), and accurate explanation of admin vs. Wi-Fi password.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow but lacked clear opening framing, had long silences, and did not summarize or confirm resolution before closing.
C2 Partially Met Confirmed understanding conf 85%
Agent adapted by switching to Edge browser after Chrome issues and repeated steps, but used terms like 'FQDN' and 'static DNS' without ensuring understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took full responsibility for troubleshooting the issue from start to finish.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (change DNS, test TV) but did not set a follow-up time or callback commitment, leaving customer to self-monitor.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation performed and none was warranted — issue was within L1 scope and agent pursued valid troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and thanked customer, but did not acknowledge frustration about bills, insurance, or repeated issues with empathy.
X2 Partially Met Tone & rapport conf 85%
Agent adapted to browser issues and repeated instructions, but tone remained procedural rather than responsive to emotional cues.
X3 Partially Met Overall experience conf 85%
Customer was asked to manually reset Zoom box Wi-Fi, navigate UI, and change DNS — steps that could have been streamlined with remote tools if available.
Call Transcript84 turns · 94 lines
Speaker 1
welcome to [silence] is it serial number. [silence] it without a warranty. did you do the reset using the try hitting this button to reset it or did you just unplug it. I just unplugged it. [silence] I'm wondering if the other ones have the same thing.
00:00
Speaker 2
the support for 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 service, please have your device 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
Go up and hit the reset. We got a target phone. We got the zumo box plugged in this system. I should have had you do the off and on. I just fucked it up. That and I should have never had you do the reset. I should have had you do the off and on button. Nice. Reset, I think means I have to re uh, reset it up. No Wi-Fi connection. God damn it. [silence] set the whole thing up again, I don't even know how to do it. What is it doing on top? It's blinking. Okay, let it keep going. Just keep going, just hit the on and off button. not the reset. And I said I just screwed up and told you to hit the reset button. I should have told you the on and off button. Go on. [silence] spa... This... How? I'm sorry the speaker's words were unclear. It's late at night. They might have a very small response. Every- for do I wait do this? I can't do this tomorrow without your phone probably. Why? It's on your app's on the phone. This has the app this- and yours not mine. I don't you. I think that's just this one more time. No, I haven't, I haven't check my camera. will actually get pumped or on all this turned out to be something significant. but usually you get pumped up and [silence] you have the app on there. I know but send me the picture then. Send me the picture. Oh the picture of like such the bow. Send me everything. I don't know if I have time to do this. I have so much to do to be ready for the fourth. I'm sitting here doing this and I didn't get my bills paid and our condo is important. We're not going to have fucking insurance. How many times did that thing go off when you were doing it for four? Good. Yeah. I went off a few a day. I don't know. a dozen times. You talked to spectrum. Everything on their end is fine. Hi. Um, I got a new um,
01:00
Speaker 2
you're You're welcome. Thank you for calling Linksys technical support. My name is Paul. How may I help you today?
06:00
Speaker 1
Oops, one second. My husband took a picture of it. Okay. The serial number, let me put, I can do it, John. The serial number is Hey, where is it on here? five zero D is in David, one zero M two eight C zero five nine six three. Mhm. C, no C is in, no C is in Charlie. Yep. Yes, that's correct. [silence]
08:00
Speaker 2
So, C for Charlie, OK, that's C, C05 963.
08:00
Speaker 1
Okay. Yeah, it connects me. I'm sorry. It connects me to the WiFi, I mean, on my phone. It's weird, because we have three of those, you know, the connecting boxes. And when I go from my main floor to my basement, I have to re, like, I have to go to my settings and reset it on my phone. It used to automatically change. It doesn't do that anymore. It does on my husband's phone, but not mine. But now what it's doing on it with our TV is it's just freezing the TV, and then the TV comes back on. It's like something isn't right. For a yeah. Okay. It's um yes, the Zumo boxes is losing the signal from the from the router.
09:00
Speaker 2
By the way, ma'am, just want to confirm me. I know what seems to be the problem with us. Yeah, your somove box, right, right. Provided by spectrum. Yeah, is it, uh, can it connect to Wi-Fi? Yeah, what you seem to, mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. The even it got disconnected from Wi-Fi.
09:00
Speaker 1
[KEEP_UNCERTAIN] from the mo from the mess routers yes and that's what they trouble shot so i don't know they said maybe we can uh you could do something to maybe change them. [silence] upgrade or uh strengthen it. Okay. [silence] it's Doren Colo C-O-L-E-L-L-O. I should be on there because then I register this when I bought it. I remember calling to get help to put it on hook it up. D O R E N. Yep. W 1 R
10:00
Speaker 2
I see. I see. OK. So basically it got disconnected. OK. Yeah. So OK. Yeah. So for this one, I am going to see what we can do. But before we proceed, can I have first ticket for you? Can I have your first name and your last name? OK. Oh, can you OK. So just want to confirm your first name is Dorea. D-O-R-E-E-N. Oh, E-N. Double E.
10:00
Speaker 1
Yeah. Kale. L. O. C. I. yeah. E. L. L. G. O. L. L. Kale, Yeah. There you go. Yeah. It's 3d to J. @ r/roadrunner.com. I have the app on it. I have the app on my phone, too, for you guys. Yes.
11:00
Speaker 2
32j [period] Okay, so that's okay? and okay, so based on [silence] record [silence] and your last name, and your last name is C o l e l o. Okay, Colelo. I got it, man, C o l e l o, okay, thank you. And can I also have your email address? Okay, so that's, okay, so based on old record [silence] and your last name, and your last name is C o l e l o. Okay, Colelo. I got it, man, C o l e l o, okay, thank you. And can I also have your email address? Okay, so that's yeah, three d two j @roadrunner.com, right?
11:00
Speaker 1
three yes yes yes blue blue yes three yes all
12:00
Speaker 2
Your device is this MX 2 000 and just want to confirm how many notes do you have in total? How many MX 2 000 do you have? And is it three? Okay and your IPS is spectrum, right? Okay. Yeah, thank you very much for this information. So, just want to confirm ma'am. Everything is working fine, right? Like for your phone. Is it able to connect to your network without any problem? It can it can connect. Okay, and I just want to confirm one. What is the status light on the router right now? On the nodes? What is the color of the light? All of them are blue light. Okay. And you mentioned earlier ma'am that you have three spectrum sum box or only one? You have three? And how about the other box? Do we have the same issues? Or just one of the box has the issues?
12:00
Speaker 1
It's a Zumo is good for the Zumo it's a um yeah it's a Zumo box but it's gonna be all why it's all what it's all what it's all Wi-Fi connected yes there's no like cable lines anymore
13:00
Speaker 2
all of them yeah yeah because actually for this one ma'am since your phones your other wireless devices are working fine yeah except on this one then that also indicates that the router is working as expected so yeah let me just double-check this one ma'am so this this from box ma'am is just like a uh stream box right from spectrum so yo yo you connect this one to the TV right yeah the so you have to connect this one to the TV yeah it's wirelessly connected to the TV so your TV yeah can go online okay and can you can you stream ma'am using the zoom if you're in zoom stream
13:00
Speaker 1
I don't know. I haven't even I don't know. I haven't even tried that yet. I, can I play a video? The box. This... It's connected to the TV with the HDMI cord. With the HDMI cord. It's attached to the TV. Well, I've got all the apps like.
14:00
Speaker 2
Can you stream on TV? Like can you access internet on TV? Using the box uh huh you said you can double check now if you can access, can you can play video on TV? yeah for now. But anyway I know where is this um stream box connected. Is this connected wired to your TV? yeah via HDMI cable, yes. Okay and your tv ma'am is it able to get online using the box. The Sumo. Yeah can it go online? Can you stream video on TV? Using the box.
14:00
Speaker 1
Netflix, Disney, Hulu and all the streaming things, yes. I don't know about that. We haven't tried it yet. You know what? I don't even play video so I don't even know how to do it. We don't have we don't have Netflix. It's how we watch it's how it's just how we watch TV. So the Zuma box is taking place of a cable box. So the cable TV comes into the house and it goes into our router. [silence]
15:00
Speaker 2
How about netflix can you play video on netflix using the Zumo television? Yeah, can you give it a try? Yeah, can you give it a try? Yeah. It's for us like to check if it's online. Yeah, try to like a play video on netflix. How do you use the Zoom remote? Yes ma'am, the Zoom remote. How are you going to use the Zoom remote? How did you use it when you for your TV?
15:00
Speaker 1
Router sends a signal, the router then sends a Wi-Fi signal to the Zumo box and the Zumo box is tied to the TV set. Now, it needs the modem. I'm sorry, the modem. It comes into the modem and then our routers that we have from you guys, which is a mesh system. There's three towers. It, our Zumo boxes are relying on your routers for a good signal so I can watch TV. Now, when Spectrum troubleshot this, they said that the modem is strong, the cable coming from the outside is strong, but she sees that all three, we have three Zumo boxes, 'cause we have three TV sets. She says all three Zumo boxes are getting a B. ... what? The first, the main one where the cable comes in next to the modem I got the modem, I'm got one of your, the main base of your router and the zoom box all within a foot of part him from one another. Yes. Now the other two zoom boxes are a little further from
16:00
Speaker 2
Yeah the signal strength. Okay so just want to confirm so Amanda how far is this yeah the zoom box from the link sys router like the distance? Also just very close from the Linksys router around.
17:00
Speaker 1
Zoom no the Zoom the box. Yes, the Zoom box. You know, the typical cable TV box that we had that that has the DVR in it and okay, those those are don't exist anymore. We they replace them with Zoom boxes. Instead of the hardwire cable. Exactly. Right. Uh just using the TV. It's not on our phone.
18:00
Speaker 2
So I just want to confirm, sir, this Zoom Box, they are like a mesh as well? So the second Zoom Box is connected to the first? Or all of the phones are connected to the Linksys router via Wi-Fi. Yes. Yes. Yes. Yes, they're connected, they're connected by a Wi-Fi instead of the coaxial cable. So they replace it with this, the Luma, yes. The instead of the, what do you call this? Yeah, the coaxial cable. Okay. Okay. So, how about this one, sir? Do you have the app on your phone for the Zoom Box? Or you are controlling this using your TV?
18:00
Speaker 1
It's just using the remote control on it, too. Yeah. Okay, he's looking for it here. What am I looking for? Go to, you're on zoom, Moo, now. Is there a setting in there? Tell them the right, John. Yeah, click that. Okay. Now, network.
19:00
Speaker 2
Sure, just using the TV. Okay, so can you turn on one of the TV? Okay, so, sir, just using one of the TVs. Can you turn on one of the TVs, your Zoombox, then can you go to its settings? Go to the settings menu on your Zoombox. Okay, so you got to go go to the settings menu on your Zoombox. Zoombox. Mhm. ZoomBox box settings. [silence] Mhm. Yeah.
19:00
Speaker 1
It says picture and sound network accessibility network. Okay. Hit it Jen. Okay. It says excellent Wi-Fi connection. Isn't it? Well, the problem is we haven't we haven't watched one show since we got this new setup because everything we start watching it freezes and then we can't watch it anymore because you can't catch up with it. It's crazy.
20:00
Speaker 2
Okay, so yeah, under settings ma'am, please go to network. Mm-hmm. Okay, then under network. Mm-hmm, okay, yes, if that's the case, ma'am, then that means your zoom box, it doesn't have like issues when it comes to Wi-Fi. So, it's getting a stable connection, yeah, from the router, that means it's getting a good connection. But the problem is it will freeze from time to time when you watch a video. Mm-hmm. Nice.
20:00
Speaker 1
So, so let's see here. It says advanced setting. It says IP setting is automatic. Wi-Fi is on and device location, of course, says living room. Okay. So, why does the picture keep going in and out? No, it just says excellent, it just says excellent Wi-Fi connection. Okay. It is connected to, the Zoom Box is connected to Wi-Fi. Cause we had to type it in when we turned it on. I can get a picture. I can get the menu. I can get the TV guide.
21:00
Speaker 2
Yeah so what's the status of your Zomo box on did it did say shows connected? Mm-hmm. Because I'm actually suspecting that the Zomo is might not yet connected to Wi-Fi. Can you try to under network settings may even you see their Wi-Fi name? Yeah, in your Zomo box.
21:00
Speaker 1
yep. yep. yep. Okay. can I disconnect the zillow box from Wi-Fi? No. the Zillow box is down there. I know, they can. It goes through there. Wi-Fi said. Oh, not physically disconnected, just do it on the TV. Oh, okay. Go back to the network. Go back to go back to home. Wait a minute. It just did something setting and said why does it kick me out of them
22:00
Speaker 2
Okay, How about this one, ma'am? I'm not sure if I can help you with this one, but let's see what we can do, okay? Um, can you try to disconnect your Zoom box from wi-fi? Like, disconnect it first from wi-fi? Yeah, under wi-fi settings. Under wi-fi settings. Yeah, just do it, sir, under wi-fi settings. So on the... Yeah, under settings, yeah, network connections. On network, yeah, no, no, no. Just do it on the TV. Yeah, let's try to reset the network. Yeah, okay. Go to network, then go to network connection.
22:00
Speaker 1
there. Wait a minute. Go back. Okay. Go to settings. Go go back again. What's it doing? [says] manage my subscription. I know. I just booted me out. Just give me a second here. Home. Go to home. Scroll down. To settings. Uh settings are it's it was at the bottom John. It's right here. Settings. Why's it taking so long. me somewhere else? What is going on? [says] that's not the button I hit to find the settings. I'll show you the one I hit to do it. These three dots. There you go. They go over to settings. Go to network. To net sorry. To net sorry. Now let's see if it not advanced. Go back to network. [silence] If there is silence or no speech, output only. No more connection. He says, shut the Wi-Fi off. Okay. Okay. Go ahead. Okay. So shut it off. Turn off if you won't be able to connect. Turn it off. Okay. It's off. It's turned off. Okay. Turn it back on. Turn it back on. Yes. I can't. Okay. What next? uh, So it says connected, but it doesn't say before it said good connection. It doesn't say that now. It just says connected.
23:00
Speaker 2
Yes, let me know if you are on that our connection to, ma'am. Okay, then try to turn back on the Wi-Fi on your Zumo. Yes, let's try to, then, then please check if it reconnected to your Wi-Fi. Yeah, but, okay, try to play a, a
24:00
Speaker 1
we don't have any video games. We can just go to a television station. excellent video. It's got excellent Wi-Fi connection. Okay, well, let's see what happens. currently playing. I wonder if it's got say hi. You already have to work again. Yeah, just get out of there and go into a station. You're into the. Yeah. What is all? I never been in this before. I know. You're you're we'll have to go down, go to go back up to Spectrum and hit a station. And hit a station right.
25:00
Speaker 2
video on your TV I try to open a channel. I don't know. open yeah just try to watch any video on TV. Yeah try to check if you have a connection. Yes. [silence] Yeah just get up from the that thing. Yes. how much minutes? will it play a video ma'am? before it freezes? yeah how long?
25:00
Speaker 1
Right away. Sometimes it's like last night I was at, watching a show, I got to the first half hour of it and then it froze up. And then I couldn't watch the end. There's nothing, there's nothing you can do on your end to double check these. Yeah. Now, does that mean all the routers are getting a good signal or is that just the one that we kept up? Okay. Okay. Okay. Yeah. Well, let's, yeah, I'll see. Okay. Let me go back.
27:00
Speaker 2
As long as your the box is getting a good signal from the router, then that should be fine. Should not be an issue. Yes, yes ma'am. Yes. As long as you have blue Okay, how about this one? You can also use this as a workaround on your Zulu. This actually helps because this is what we normally did on the other TV box. Yeah, based on my experience. But, this will also work with your Zulu. Okay, can you go back now to Yeah. this to network? Yeah, go back to settings.
27:00
Speaker 1
Okay. I'm on settings. [silence] Okay. Okay, I'm in there. Okay. Okay. Okay. Right. Okay. Yes. This one. D and sorry. No, I'm seeing. I see an IP V4 address. And then under the other side it's a number
28:00
Speaker 2
I'm trying to find... yeah, I'm trying to find, ma'am, where do you assign the DNS. Okay, can you go back, ma'am, to network, yeah, go back to network. Yeah, then under network, go to Advanced settings. Yes, go to Advanced settings. Okay, then under Advanced settings, ma'am, you have their IP settings, right? Yeah, click on it. By default, it is set to Automatic. Okay, so under Advanced settings, ma'am, can you see there anything that says DNS? DNS, yes, DNS servers. There should be two, there is one. Yes, what else?
29:00
Speaker 1
192.168.1.38. There's nothing else below that is Wi-Fi on and off and then it says device location. That's it. Yeah, device location.
30:00
Speaker 2
Okay. What else, ma'am? Do you have their other option next to it? Yeah. Can you read it to me? Hmm. Yeah. Because I'm thinking of assigning static DNS. Uh hold on on let me double check if there's a way. Yeah. Because I'm trying to check them how to assign the static DNS in your Zuma box. It's in your Zuma box. Is it, uh you got the FQDN? So this static IP is going to be associated with FQDN. That's it. Profile. We'll go into that one. Yes. You got an FM. You got a file manager. I'm sorry. Okay. I agree. So this, yeah.
30:00
Speaker 1
Okay. okay. My phone is. my. my phone. uh. Yeah. Let me get it here. Yes. [silence]
31:00
Speaker 2
Okay. So, here's what are we going you ma'am. Let's try assigning ma'am a static IP to the router. Instead, don't worry ma'am this will not mess up your network, okay? Ma'am, we will not make any changes. But this will actually help to fix this issue when it comes to the what you call this TV Box. Okay? So, do you have a computer ma'am that is currently connected to Wi-Fi? A computer? Do you have a yeah because we will be accessing the advanced settings ma'am on the router. We need to use a computer. Do you have a laptop? Yes. Can we use a laptop?
31:00
Speaker 1
Okay, let me turn it on here. Let me see if it has power. Okay. Turning it on. It's just
32:00
Speaker 2
Okay. Yeah, because upon checking we have. The Zoom box does not have this type of feature. So, you have to, yeah, if you want to assign that what we go with.
32:00
Speaker 1
Aha. Are you good? Okay. I am logged in now, what, where am I going? Okay. Okay. Mm-hm. My router. Local. Okay. Okay. Mm-hm. Talks any time. Mm-hm. OK. What do you have for me? 192.168.1.1. Okay.
33:00
Speaker 2
So, static DNS, so you have to assign it to the router instead. Uh, or is this actually by design? Yeah, yeah. I actually did a research. Okay. So, on your laptop, Ma'am, please launch a browser. Yeah, please open a browser. Yeah, Ma'am, if you have it open. Okay. Then, on the address bar, okay, on the address bar, please type myrouter.local. Okay, so that's m. Correct. Yeah. Yes. Then, press enter.
33:00
Speaker 1
Okay, Profile, why am I getting one? Okay. Okay. It's saying, Yeah, your connection is not private. Okay. Wait a minute. Now it says I'm offline. The heck just happened? Okay, so http://myrouter.local, where's Oh proceed. It's down here. Here we go. Why is it, why is it saying it's unsafe? [silence]
34:00
Speaker 2
Okay, yeah, just scroll it all the way down, ma'am. to the bottom, then continue. Yeah, hit continue. Then after you click continue yes. Okay, hit advanced. Okay, then proceed to myrouter.local. And continue. Yeah. To myrouter.local. Yeah, proceed to myrouter.local. Yes, ma'am. That's actually the browser. So there seems to be the yeah like a compatibility issue with the browser. So it's detecting it as unsafe, but don't worry, ma'am. Your router is fully secure with [silence]
34:00
Speaker 1
It is not It. I. No, I said "proceed to my router" and it's not coming. Oh, wait, here, maybe this is it. Let me try it again. There we go. Now it's coming up. It's just thinking. Just a black screen. Yeah, it's just a blue screen. It's not Hmm. [silence]
35:00
Speaker 2
It was it now. How was it man after you click on my router? That local. Can you see the blue screen? Mmm hmm. Okay. Yes, yes, still like a meeting. Try to refresh the page. I tried to refresh the page, ma'am.
35:00
Speaker 1
damn it I just lost it it's probably because I haven't been on this in so long it's telling me I have to update everything it's like in slow motion here oh my god yeah okay what was the first thing I was on because it basically booted me out okay I went down to the bottom and I hit continue said not safe I said
36:00
Speaker 2
refresh okay please double click now on the picture of two phones yeah just double click anywhere on the picture of two phones yeah yeah just double click on the picture the phone and then did it take you to the take you to the next page does it okay so for recovery key ma'am yeah please yeah turn one of the node the one that is closest to you upside down then you have there the five digit number the recovery key yeah you you please type it in yeah it's okay
36:00
Speaker 1
Wait, is this going to be my password to log into Wi-Fi though? No, I'm saying okay. When someone comes to my house and they need to be who, so? I can basically make this anything. I'm never going to use it again. Is that what you're saying? [silence]
38:00
Speaker 2
uh yes submit or reset password it will ask you to create a new password man yeah did it ask you to create a new one I I know it no no this is a different password man this is the password to log into the router's web interface so this is different from a Wi-Fi password totally different yeah this is yes this is not your Wi-Fi password ma'am yeah this is not the one yeah yeah I get you I'm yeah yeah you're thinking for the Wi-Fi password but it it's this is not this is the yes exactly yes ma'am anyway anyhow you can just
38:00
Speaker 1
okay 10 characters okay do I have 10 characters and a number I did a number lowercase wait wait you know what okay why won't it let me see it okay look I'm gonna try again okay uppercase and lowercase I have one number I have10 characters 1 2 3 4 5 6 7 8 I need two more okay how's that John he's gonna just put the notice
39:00
Speaker 2
reset that admin password okay so this password is just used to access the router web interface advanced settings number then special character don't forget special character it requires
39:00
Speaker 1
Now, so we have it just in case. the sit now. Okay. Why is it saying something's wrong? at least ten characters. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10. upper and lower case. I have upper and lower case and I have numbers. Why is it not taking Oh, one special. I didn't do a special. I'll do a dollar sign. There we go. Okay. Unexpected error. It says we encountered an unexpected error. If the issue continues, please visit our technical support site.
40:00
Speaker 2
so this password is only used to access the router's advanced settings so it's different from Wi-Fi password your Wi-Fi password is still the same it never changed uh yes yeah okay reset password [ silence ] yeah just try to refresh the page ma'am yeah this sometimes happen especially if uh-oh yeah the browser is not updated [ silence ] yeah just refresh the page
40:00
Speaker 1
Let's see. Yeah, I keep getting this unexpected error 2298. What's the 2298? That's what I'm in. I'm in Google. I'm in I'm in Google Chrome. Uh, this is what is this? This is, um,
41:00
Speaker 2
Yeah, it has something to do Ma'am with a browser. Do you have other browser Ma'am installed on your computer like maybe Chrome or do you have Are you using a Windows? Are you using Ma'am a Windows computer? Yeah, is that a Windows computer you are using?
41:00
Speaker 1
it's a oh god Lex, oh my god. I tell you, I very rarely use my computer, I I retired, so I haven't used it. I only use it in Microsoft. Microsoft, but wait it's, oh, yeah, I do, I know where it is. Wait, and do it under Edge instead? Microsoft Edge, yep, I I have that. Oh, man, what is this doing? want to get into it. There we go. So, I'm putting in now, let's go back. Well, let me close it.
42:00
Speaker 2
Oh, Microsoft. Yeah, that is, that means you have Windows. Okay, try to look for Edge browser, ma'am. Edge, on the desktop. Yes, try using Edge. Okay, yes, yes.
42:00
Speaker 1
This window, John's what I'm trying to do. Okay. Okay. Search the web. Okay. What was it again? My... I forgot. My router.local. Okay. Now it's giving me an access. How to log into LinkedIn or should I just go to this linkedIn.com? It's giving me options now. It didn't just take it to my local.com. So let's see. This is where you're looking for the website here. See? Well, which one do you click on? I don't want to click on any of these until I found my local... My router... Is it my router.local, right? .local?
43:00
Speaker 2
My router, that local, yeah. Router, that local, yeah. Yes, yes, ma'am. My router, yes, that local.
43:00
Speaker 1
Okay. There are no results for this. 0 am I typing at my router. What does it do? It changing when I'm typing. Wow. Finally, I am in here. Okay. Go to the bottom and put in. Continue. And then say. Bucks. Bucks. Advanced. And then go to the bottom, continue to my router local.
44:00
Speaker 2
my router that local mm-hmm. Oh mm it's make sure to type it ma'am, on the address bar. Yeah, it should be in the address bar
44:00
Speaker 1
Click on the phone pictures and now access. [silence] Let's say it's waiting. The five-digit key, John. [silence] The [silence] recovery key. Okay. Now let's try this password again. I don't want to make it so I can see it. 10 characters. A number. I did a special character. Okay, got everything. No reset. Let's see what happens. Nope. Same error. Two, two, nine, eight. The what app? Yeah, I do. It's on my phone. Okay. I'm on the app. Yes. Left corner. Yeah. Let me find it. And then. Okay. Okay.
45:00
Speaker 2
I see. OK. How about this one ma'am, do you have the link? is that the link? is that installed on your phone. Yeah, the links is app. Oh yeah, can you, can you launch, the Linksys app, yeah let's try changing this one on the app instead. okay, then are you logged in ma'am to the Linksys app right now. OK, good. On the Linksys app ma'am please top on the menu. Yeah, so it's the three lines icon located on the upper left. Yeah, left corner. Yeah, top on menu. Then on the menu, yes, go to advanced settings.
46:00
Speaker 1
Okay. Okay. And it gives me the router details? Yep. I'm on it. Okay. It's on auto. Okay. Okay. All right. Okay. It's under, yeah, manual. Yeah. Then there's a DNS one, two, and three. [silence]
47:00
Speaker 2
Then under advanced settings, look for local network settings. Okay, are we now on? Yes. Okay. So scroll it down to the bottom. There's a DNS settings below. Okay. So by default that you'll click the arrow. Okay. Then, yeah, so instead of auto select manual. Okay. So after you select manual, then it will be routed to the router details again. Then scroll down to the bottom look for DNS settings. Okay. So for yes manual. Okay. Yes, so for DNS one, please type in uh
47:00
Speaker 1
Wait, where am I? Okay. Okay, 1.1 Break. Okay. Okay. Okay. Okay. I'm just gonna not do DNS three, leave that alone. Okay. Okay. [silence]
48:00
Speaker 2
1.1.1.1 dah under DNS one so under DNS one one period one period one period one so four ones and there's a dot in between so that's one dot one dot one dot one okay then for the DNS two okay please type the numbers 1.1.1.1 eight dot eight dot eight dot eight so four eight eight dot divided by the what you call is the dashes okay then after that please click on save you have to save the settings [silence] no need no need no need no need to enter the DNS three just two DNS
48:00
Speaker 1
Okay. And then four eights. Okay. And then it says these changes require restarting your wi-fi. Okay. So say continue. Okay. Okay go back to the TV. Yeah, and go to a channel and see what happens Okay.
49:00
Speaker 2
OK. Then 8.8 Yes. for 8. OK. Then. Yes. Yes MAMBA. Just Yes. continue. Then after you save the settings, maybe you might get disconnected for a while from Wi-Fi, but don't worry, it will just recover. OK. So, after we saved the settings, we're gonna try to check again the TV. Yeah, if you've got have access to the channel. Yeah. Let's see what happens. Make sure it's.
49:00
Speaker 1
[HUMAN_REVIEW] It's telling us to wait, so. Just put a spectrum and you're going to be in it. Okay. We've got a television show showing here. let's see if it freezes. Is that what else does he want us to do? Yeah, it's just a, we just turned on the. Yeah, but you should.
50:00
Speaker 2
Yeah, I think it's still rebooting. [ silence ] Yeah, but, yes, but for this one though it actually freezes from time to time, right? Like, it's random. Yeah, it doesn't. So, sometimes, you know, it will play a longer time, right?
50:00
Speaker 1
Tonight it's it's been fast though. Okay. We start watching something and... What do we just do this now? Yeah, what... Okay. Ah, and the, what happens to the third router? Cause we have a three. Okay. Okay. [silence]
51:00
Speaker 2
What what we did, mom, is we assigned a static DNS on the router. So what it did is in case the connection goes down, so the router will always dial that DNS. So that DNS servers that we assigned, that one dot one dot one dot one, so that's a what we call a cloud flare DNS. And the other one, the eight dot eight dot eight dot eight, that's a Google DNS. So those servers are always active. So, yeah, in case there's something wrong with the network, yeah, your connection goes down. Then the router will always dial to that DNS to keep your connection active. And then, Mom, it will apply to all because those other routers are just satellite nodes. So the one that is handling the connection is the main router.
51:00
Speaker 1
gotcha. Okay. apparent, right? yeah, gotcha. gotcha. And they should be excellent, too. Okay. Wow. Never would have thought to do that. Thank you. Okay. Thank you so much. Thank you. Yeah, I didn't want to replace these. I like your, you know, Linksys things. Yes. Okay. Okay.
52:00
Speaker 2
yeah, the one that is wired to the modem. So that's your main router or what we call the parent, now. Okay? Yes. So those notes, other nodes are just like child nodes. So they are just depending on the parent node. If the parent is active, then they should be active as well. Yes. Yes, ma'am. So, hopefully, that will... Yes, that hopefully, ma'am, that will help fix this issue because that's what we usually do. Yeah, especially if there's an issue when it comes to the TV box. But sometimes it resolves the issue, but sometimes it's not. But hopefully, it will help fix this issue of the Zoom on the box. You're welcome, ma'am. Yes. Yes, now, as much as I would like to assist you, but that's the least thing that we can do on the router side because we don't have a specific setting for the router like to help address this issue. So, I just...
52:00
Speaker 1
OK. Yeah, I hope so. Thank you so much. Nope. That's it. What, Sam? Well, I mean, so these ones that we have from you, they're sufficient for a normal size house. These are strong enough, right? There's no sense in going to buy the big $500 ones. Yep. OK. All righty. Thank you very much. OK. What what was your name in case I get something back that I can... Paul. OK. I can remember that. All right. Thank you. Thank you. Thank you. Thank you for your help.
53:00
Speaker 2
like, uh, common fix of this type of issue. Hopefully it fixed. Okay. You're very much welcome, ma'am. And yeah, anything else before we end the call? And yes there. Of course. Yes. Yeah. That's sufficient. Yeah. Yeah, three nodes should be enough. Yeah. Yeah, you're welcome, ma'am. And once again, my name is Paul from Lingit. Technical support. Have a great day and stay safe always. Bye bye. My name is, uh, my name is Paul. Paul Paul. Okay. You're welcome, ma'am. Bye bye. Have a nice day. [silence]
53:00