V2 Rubric Detail — bd879b16-766d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 23:28
Duration
51m 58s
Contact
Bill Wagner
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135721
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7200_Multiple devices unable to connect.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+23.9)

V2 Grader Summary

The agent successfully resolved the customer's loss of Wi-Fi networks by guiding a factory reset and complete reconfiguration of the router. All technical instructions, including the use of the local IP 192.168.1.1 and the reset procedure, were consistent with the provided KB documentation.

V1 Case Analysis

Customer reported loss of Wi-Fi networks after printer firmware update. Performed router reset, re-connected to default Linksys SSID, accessed 192.168.1.1, renamed SSID and set new password for 2.4 GHz and 5 GHz bands. Printer resumed printing.

Troubleshooting Steps
  • Confirmed router model (EA7200) and collected full serial number.
  • Instructed customer to perform a hard reset (20-second hold on reset button).
  • Guided customer to connect to default Linksys SSID and locate the default password on the router label.
  • Walked customer through accessing the router web UI (192.168.1.1) and changing SSID/password for 2.4 GHz and 5 GHz bands.
Key Observations
  • Agent correctly identified the router was in default mode and guided the customer to reconnect using the label password.
  • Call flow was inefficient due to confusion around the Smart Wi-Fi setup page, leading to unnecessary steps and delays.
  • Agent did not verify warranty status despite collecting full serial number, a protocol miss.
  • Final resolution was achieved through correct use of 192.168.1.1 and proper SSID/password reconfiguration.
Positive Highlights
  • Maintained a calm and patient tone throughout the call.
  • Correctly instructed the customer on how to perform a hard reset of the router.
  • Successfully guided the customer to re-configure both 2.4 GHz and 5 GHz SSIDs and passwords.
  • Correctly identified that the router was broadcasting its default SSID, indicating a reset state.
  • Successfully redirected the customer to 192.168.1.1 after confusion with the Smart Wi-Fi setup flow.
Agent Errors / Gaps
  • Collected only a partial serial number ("04600") initially and did not request the full SN until later in the call.
  • Suggested using the old Wi-Fi password without confirming it matched the default label, causing failed login attempts.
  • Provided confusing guidance around the Linksys Smart Wi-Fi account creation page, leading to multiple back-and-forth steps.
  • Inefficient call flow with many repeated instructions and long silences due to navigation confusion.
  • Failed to verify warranty status despite collecting full serial number, a missed protocol step.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms networks are back, printer is printing, and states 'everything's working'; agent confirms resolution with 'I think you're back up and running.'
R2 Met Diagnostic thoroughness conf 95%
Agent systematically guided through power cycle, reset verification, default SSID identification, password entry with visual confirmation, web UI access, and full reconfiguration of both 2.4 and 5 GHz bands.
R3 Met Correct resolution path conf 95%
Agent correctly pursued full troubleshooting path for a configuration issue, regardless of warranty status, and did not inappropriately escalate or dismiss.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified core symptom (no networks visible), confirmed scope (other devices affected), diagnosed cause (router reset), and followed logical steps to confirm and resolve.
T2 Met Appropriate tools / resources used conf 90%
Used smartphone Wi-Fi scan to detect default SSID, directed customer to router label for default credentials, and used local web interface (192.168.1.1) for configuration — all appropriate and necessary tools.
T3 Met No misinformation conf 90%
Agent advised using the same password for Wi-Fi and router admin access; this is a user-configurable setting and not a contradiction of KB documentation. All other guidance (reset hold time, local IP 192.168.1.1, and default SSID behavior) aligns with universal_factory_reset.md and universal_firmware_update.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction but lost control during extended silences (e.g., 35–38s), repeated unclear prompts, and struggled with navigation when setup wizard stalled.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions clearly, adapted to customer confusion (e.g., guiding through browser tabs), and confirmed understanding at key steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed full reset and reconfiguration, and did not transfer or abandon responsibility.
O2 Not Applicable Proactive follow-through conf 98%
Issue fully resolved with no pending actions, disconnects, or callback commitments.
O3 Not Applicable Closure confirmation conf 98%
Confirmed first-time contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore, execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and professional but offered minimal empathy; no acknowledgment of frustration from repeated failures or effort spent.
X2 Met Tone & rapport conf 90%
Adjusted pace, repeated steps when customer was lost (e.g., browser navigation), and used calm, supportive tone throughout.
X3 Partially Met Overall experience conf 80%
Customer had to manually re-enter passwords, take a photo of the label, and navigate complex UI — agent could have reduced effort by pre-emptively guiding to 192.168.1.1 earlier.
Call Transcript90 turns · 95 lines
Speaker 1
[silence] Hello, my name is Bill. Uh, I'm having some trouble with my Linux router. What happened is my uh my printer said there's an update available, so I got that. And uh
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products paid support, please have your device's 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. Hi, thank you for calling Linksys. My name is Raquelle and how may I assist you today? Uh-huh.
00:00
Speaker 1
That started everything. now all of a sudden I can't get my uh my networks back. It says available networks and all my networks are gone. So I don't know what happened here. Yeah, I can't you know, show available networks and all my networks are gone. Yes, the serial number is 32X2OM29A8.
01:00
Speaker 2
I see. OK, let me check. Other device such as your smartphone, TV or what not are affected as well. Right? It's unable to detect the network. I see. Um, for me to properly adjust you with that, he'll may have the serial number of your Lynksys router found at the bottom. It's labeled with s slash n. Uh huh.
01:00
Speaker 1
04600. Yes, that's correct. Yes. Yes. Wagner w-a-g-n-e-r.
02:00
Speaker 2
are you like where do I start is it 32 x-ray 2 0, Mary 2 9, Alpha 0 4600. is that correct? alright thank you. let me check the alright so you have the model number there. is it Eaaa 7 200? alright thank you. so you have the linksys smart wifi router and is this your first time calling linksys bill? allow me to create a record here. may i have your first name and last, i mean your last name? alright thank you and may i have also your phone number in case we get disconnected.
02:00
Speaker 1
yes, it's 920 [inaudible] 838 1241. yes, it's W W A G N E R 7 at wi.r.com. yeah, make make sure you see two W's there. Yeah. Uh spectrum. [silence]
03:00
Speaker 2
All right. I'll be able to call you back. Mm-hmm. Mm-hmm. All right. I may have also your email address. All right. So it's your last name, then, number seven at WI.rr.com. Is that correct? Okay, there are two W's. And for the first two letters, thank you. And Manu, who's your internet service provider? Spectrum, thank you. And while my system is checking the warranty and support, we're looking at System Linksys router, sorry. Going back to the router right now. Have you tried turning off and on the Linksys router?
03:00
Speaker 1
Yes, I tried that. I turned it off, turned everything off, turned it back on, and I'm going, well where are my, my uh, my uh, uh, networks, there? You know? Are you sure? Which button? Yeah. Yes, I tried that. Um,
04:00
Speaker 2
Okay, and have you happened to press the reset button at the back of the router, the red reset, have you happened to press it at the back of the router, the red reset button? Did you happen to press it before it lost connection with the network? Okay, so possible that it's on a setup mode. Um, how about this, do you have a smartphone there? We're going to check if this router broadcast its default wifi name on your smartphone, open wifi, and look for a wi-fi name that says
04:00
Speaker 1
Wait, I got I got one quick question before we go before we do that. Oh, the back of the router, there's another button. Tes next to the reset button. What does that one for? So I well, I tried pushing that too, but that have done anything. [silence] Oh, okay.
05:00
Speaker 2
Lynx Sys 0004 0006, that's the WPS, that button used to connect another device to your Wi-Fi network. That's the if the certain device, supports as well the WPS button, so both devices should have WPS. If you, if you use to connect the device using WPS, it should not affect the network itself, because it's just a method in connecting another device. But if you press, but if you press the reset, the red one, it will delete all the settings you've configured on the router, such as the customized Wi-Fi name password,
05:00
Speaker 1
Okay, so what do I have to do? Sure, okay, where do I go? At Android? Okay.
06:00
Speaker 2
Wi-Fi name, your password, so it will be gone. It will go back to default. The default will be a Wi-Fi name Linksys and its last serial number. So it will show up like this. Okay, on your smartphone, let me just check and verify. Can you open Wi-Fi on your smartphone and look for a Wi-Fi name that says Linksys? Are you using an Android or an iPhone? Right, on your Android, open Settings, all right and do you have uh wi-fi option under settings or network options? yes select connection. uh okay and then let's look for wi-fi. all right under available networks or scan for available networks are you seeing a i name from the list? how about exact wi-fi name?
06:00
Speaker 1
What's up? Oh, yeah. um, enter password. Okay, hang on, let me. Oh, that thing. Let's see. Oh, boy. uh, There it is. Okay. Hang on while I put.
08:00
Speaker 2
Okay, that's it. Your router's actually goes back to default since it was, or it has been resetted. So, that will be the Wi-Fi name coming now from your lyncls router. You may try connecting to it. Then select first the lyncls 04600. And let me know if it's asking for a password. Okay, the password is, is using now the password found at the bottom of the router.
08:00
Speaker 1
It says "incorrect password." Okay. let me let me check it again.
10:00
Speaker 2
Make sure to enter the correct characters because it's case sensitive.
10:00
Speaker 1
Can you keep saying incorrect password? [silence] Yeah. Okay, how do I get back to that? Oh yeah, there. Okay, there it says, uh,
12:00
Speaker 2
I see and all the letters or characters on the Wi-Fi password at the bottom, right? and you've entered it correctly, like, if it's small, big, if it's numbers. still not. Can we try the other one? The Linksys uh one 4605 gigahertz we'll try connecting to the other signal or Wi-Fi signal on your Linksys router. And uh, is there an arrow back on that page you're at right now on your phone? okay, top the arrow back.
12:00
Speaker 1
Lexas 04 600. Oh, yeah, it's a incorrect password. That's the one I just had. Oh, okay, yeah, I, I, I put it in.
13:00
Speaker 2
Okay, then look for linksys 04 600- Dash 5 gigahertz. Try connecting to that for the meanwhile. Are you seeing the? Uh- huh. Okay, try tapping the arrow back again. We're going to select the linksys 04 600. 5 gigahertz. Oh, I see you're connecting to the 5 gigahertz. It says incorrect password. Um, how about this, try the password you had before with your network. Use that instead.
13:00
Speaker 1
different password in yeah okay let's see uh Wi-Fi how do we get to that now let's see so I hit the length and 5 GHz one hope that works let's see how do we save it instead of guest pass hold on I think it is okay now it's connected and I think it's good to go
14:00
Speaker 2
Okay, and uh-huh. [silence] settings. Yes, the 5 gigahertz and try your own Wi-Fi password instead, since the default password did not work. [silence]
14:00
Speaker 1
No, still says Incorrect password. Okay. Let's see. That's the one I need the paper clip for huh? Lost my paper clip. Oh, 30 seconds.
15:00
Speaker 2
I, I see. So what is happening actually right now bill is the router is on like a premature default settings. So since it's already gone back to the default Wi-Fi name, we're going to properly reset the router so that its Wi-Fi at the bottom will work. So we're going to press and hold again its reset button at the back for 20 seconds. Yes. Yes. I will let you know when it's done, depending on your feedback on, on what you want to say. Yes. Okay, okay. Yes, I hear it. I hear it. [silence] So we're going to just let it reset. Sure, just give it like a 10 seconds, 10 more seconds. Alright. Okay. It's done working now.
15:00
Speaker 1
Right. Now I just started pressing the, I just. I need to find my paper.
16:00
Speaker 2
Okay, release it, I'll have my timer here, just let me know if you're pressing and holding it already. [silence] Okay, I think 20 seconds is done, you can release the reset now. Okay, you just started pressing it. Alright. Okay [silence] Alright, so timer is running, so I'll let you know when to release it.
16:00
Speaker 1
Okay. Uh, Oh. Derek, it just started blinking. Okay, now it stopped blinking.
17:00
Speaker 2
Okay. Now release the reset button. All right and let's check the light. Do you have a light indicator on the top of the router? Is it blinking? Me? There's none, how about at the back? Okay, it just started blinking. So we'll wait for it to turn to a solid white light. So we'll give it a minute or two. Welcome back. All right so we'll go back to your phone and then go back to Wi-Fi. We'll connect again. So let's start while we're waiting. Okay, so there's the Wi-Fi settings. And then you search for the new Wi-Fi network that's located under the router. And you can put... fill in the login information for the router. You have that somewhere, right? Okay. So let's just do that.
17:00
Speaker 1
let's see I'm on uh go back oh there connections Wi-Fi Wi-Fi is on available networks yeah it doesn't show my networks there just as the links is incorrect password uh or if I
18:00
Speaker 2
again to the linksys Wi-Fi name. Uh huh. Okay. that things can go back to settings. connection, then Wi-Fi. Uh huh. Okay. Uh-huh. Uh-huh. and select again the linksys. Mm-hmm. Okay. Is is there an arrow back or can we see it? again the linksys Wi-Fi name. That will be the Wi-Fi name coming from the router. So connect and select it. Mm-hmm
18:00
Speaker 1
You know what's on there? It says Direct 7A HP BE Inspire 7200. I think that's my printer. That's that's what started this whole thing. Okay. Okay, which uh, uh, I got, uh, uh, links 04 600, and then there's another one with a 5G. Okay. Okay. That's just incorrect password. Let me just look at that once more, make sure I got it right. Oh, take a picture and send it to you.
19:00
Speaker 2
All right. You may also try. Ah, yes, you can actually take a picture of the Wi-Fi password at the bottom and zoom it, that you can check what's the exact character. Yes, you can take. take a picture of the Wi-Fi password. So you can zoom in It If It's very small, so that you could see it clearly using the photo.
20:00
Speaker 1
Oh, I think I've found a problem here. I missed the letter. Okay. So, where am I here? I lost you on my phone here. Oh, it's settings, okay. Settings. Settings. Come on, settings. There, settings.
22:00
Speaker 2
it problem everyone try again you can go back to your phone settings the connection Wi-Fi okay
22:00
Speaker 1
Connections. Hey, for. I G. Okay, back to the password. There, now it says connected.
23:00
Speaker 2
And then connection, Wi-Fi, available networks, yes, the 5G. Okay. All right.
23:00
Speaker 1
Well, I made up my own password and should I go back how do I go back and get that in there? Okay. Wait, let me just try something, hang on a second here. I got I'm sitting on my computer.
24:00
Speaker 2
Wi-Fi password should be on the other, Linksys 04 600. So that should be your Wi-Fi password. And for your printer, Bill, you're going to use now the Linksys Wi-Fi name in order to connect back to the network. Okay. In order to change, if you want to customize your wifi name and wifi password for your Linksys router, you can access the router settings. Do you have a computer that can connect using a Wi-Fi or a computer where we can use a web browser? We will. Uh-huh. Okay.
24:00
Speaker 1
I want to see if I got anything here. There. Oh, they're still not there. I go, you know, I, I said no, no, no, uh, Internet and then I go to the. The, uh, the settings and my, uh, settings aren't there. Available networks, that one. Yeah, Linksys 45, how do you that one? Okay. Connect. Oh, there, now I got to hit the password. Now, do I use that one that came with it or do I use my old one? Okay.
25:00
Speaker 2
Um. Okay, your computer... Okay... Okay, your computer should be seeing now the Linksys Wi-Fi name. Click the Show and Bill okay, select that, and... yes, uh-huh, the one that came with it. Is this okay? Okay? make sure to enter again, the correct characters [silence] Okay, make sure to enter again the correct characters
25:00
Speaker 1
Yeah, let me try it again. Yeah. Oh, now I got a new thing here. It says, Linksys smart Wi-Fi setup.
27:00
Speaker 2
There's, maybe there's a missing legend. Okay. There are several. Yeah. All right. So that's actually now we're going to go somewhere. [silence]
27:00
Speaker 1
Okay. Accept the license. Okay. Accept the. Next. Now it says, please wait.
28:00
Speaker 2
Reminds back your Wi Fi name. Is there an option below that says, for manual configuration, click that instead? all right and let's wait for the next screen. Then accept it then click manual configuration instead. Okay. Let's wait for it. And let me know what it says next. And is it waiting? [silence]
28:00
Speaker 1
[silence]now there's a it says. install updates automatically. yeah, okay. We'll hit next. WiFi name. My high password. Okay, now is this this where I change it to what I want or not? Okay, well, it says Wi-Fi name system 04600. Oh, now it says 2.4 GHz, but I got five. How do I get to that?
29:00
Speaker 2
uh huh okay next yes all right okay so on that part yes that's it that's where can now change your wifi name for the 2.4 password and wifi name for the 5GHz and its wifi password okay can uh huh okay let me check it shows only the 2.4 right or is it showing both
29:00
Speaker 1
No, it only shows a .4. Okay, so what do you want me to do? Okay, well, should I put my old name in there, what I used to have it? Okay.
30:00
Speaker 2
Okay, we're going to delete delete first the name of the 2.4. We'll start with that. Change its name. You can rename it then later we'll check the 5 GHz. [silence] You are now going to change the default Wi-Fi name linksys to your own customized Wi-Fi name. So we'll start with the 2.4 Wi-Fi. So you can name it to whatever like your network name. That will be your network name to connect all your devices at home.
30:00
Speaker 1
So it says almost there. Oh, there, okay. Create a password. So I can put my old password in there.
31:00
Speaker 2
[silence] and let me know once you're done uh putting the wi-fi name and wi-fi password for the two point four Okay Okay the Okay the password
31:00
Speaker 1
it's just create a router password okay hang on your router is set up okay
32:00
Speaker 2
asking there is That it a router password okay to that password will be the password that you'll we going to use to login into the settings and yes you can use the same password as your Wi-Fi password. Can enter it there okay
32:00
Speaker 1
Let's see, it says 2.4 gigahertz, 5 gigahertz, okay. Let's see, 2.4. No, that says W PA 5. Yeah, but the 5 gigahertz, that that's still the old thing yeah the linux is thing yeah. So that's what I want. I want to get to the 5, 5G.
33:00
Speaker 2
Okay. um Okay, so it's separated by just the uh five gigahertz uh indication. And your password there is correct, right? Yes, your old password. uh The links is uh Wi-Fi name. Okay, no worries. We're going to uh Okay. No problems we'll change that. So we're just going to proceed next, so we're going to tap next.
33:00
Speaker 1
it's says to create an account it says next. Yeah. Please wait. Please wait.
34:00
Speaker 2
And let me know if you're out at the LinksisWiFiFace or sign in page. [silence] Okay, well, that part, is there an option to click skip or next? Click next. And let me know what will be the next screen. [silence] Okay, ska let's skip that part.
34:00
Speaker 1
[silence]
35:00
Speaker 2
part, can I create a next? Is there a next or skip? Or done? And how? Okay, how about log in option instead? We're not going to create an account because the other reason why the links to Linksys Smart Wi-Fi account has been discontinued. So it will not successfully when will go through. So we're just going to log in instead. Are you seeing a log in option? I don't do. Or is there an arrow back or a back button?
35:00
Speaker 1
Add mobile devices, give access, rental controls. Wi-Fi settings. No, I don't see that. It just says, linker Linksys Smart Wi-Fi, and then it says helper sign in. Uh, sign in? Okay. Services are not available.
36:00
Speaker 2
I see I think you're on the main settings now so let's go to Wi-Fi settings at the at the left hand side. Are you seeing there Wi-Fi settings or wireless? That's at the left hand side below router settings. Uh huh. So there's a, how about let me just double check here. Sign in. How about sign in? Can you click that? Uh huh. Okay, and let me know on the sign in.
36:00
Speaker 1
understand. Available. Okay. Yes, it says create a code. No. It just says create account. That's it.정확제로 your Netflix smart wifi account.
37:00
Speaker 2
That's it. Uh let's go back to the previous page top the arrow back. Oh, okay, let's go back again to the previous page. Click the arrow back. Okay, and is is there a next or skip on that page instead or
37:00
Speaker 1
Yeah it says next. Oh, and I'm back to that same page. It says create my account. Open a new tab. Let's see. Where is it again? Okay, Google Chrome. Yeah. Oh, you wanted a little plus sign? Oh, there, new tab. Okay.
38:00
Speaker 2
renault are already done at click it next and then let me know if what will be the next screen how about this let's open a new tab on that browser at new tab you can click the plus icon at the top [silence] are you using a Google Chrome browser or a Microsoft edge [silence] Okay [silence] at the top [silence] yes the plus sign [silence] click yes alright so at the new tab [silence]
38:00
Speaker 1
Okay. One, nine, two. One, six, eight. Uh, uh, one, oh, one, nine, two, one six. Uh, wait a minute.
39:00
Speaker 2
at the address bar, the bar at the top. Type this numbers. I'll give it to you. We're going to search this numbers. The numbers are 192. 168. 1. 1. And hit enter on your keyboard to search. 16 8. 1. 1.
39:00
Speaker 1
One. There, one. Oh, jeez. I don't know why I get all these extra ones in there. 119 to 16 in one one. Okay, got it. Yeah, okay. Got it. Sign in with your router password.
40:00
Speaker 2
192.168.1.1. So 192. then 168. dot one dot one. Okay. It's search for it. Um let's.
40:00
Speaker 1
Okay, so so that's my old one. Not the one on the bottom of the router. Okay. Let's see.
41:00
Speaker 2
Okay, so you already have created a router password, so enter it there. Yes, that's correct.
41:00
Speaker 1
Wagner or not, it says Wi-Fi settings, Wagner five, but it says 2.4, and then there's the links is 04600. Uh, it says, uh, what am I on here? Smart Wi-Fi links is smart Wi-Fi. It says, says smart Wi-Fi tools, network, guest access, rental controls, and then down there. Oh, there are Wi-Fi settings. Is that what you want?
42:00
Speaker 2
Okay, so let me check. Are you already on the W-Fi settings page, right? Uhuh. Is there an? Okay. And at the left hand side, are you seeing W-Fi settings option, below router settings? Uhuh.
42:00
Speaker 1
Okay. What says... Well, it says... same thing. It says... like... 204 600. And uh... What's the other one? Yeah
43:00
Speaker 2
vw show there. Your two point Oh, for It's showing the network me that you have given. Right. OK, just to make sure the two point Four is now having the network name that you have given to it. But the five gigahertz Rule shows links Wi-Fi name, right? OK, you can now change the five gigahertz to your own Network name.
43:00
Speaker 1
all right, ignify. okay. wifi name. oh, and then the password is the one that came with the with the uh, thing. can I change that now?
44:00
Speaker 2
can have the same Wi-Fi name with the 2.4, but put an indicator that it's the 5 gigahertz, like just uh remain the-5gigahertz. Uh huh. You can now change this to your own Wi-Fi password. I think you have same Wi-Fi password with the 2.4. And enter it there. And once you're all done, click the apply button next. Apply button.
44:00
Speaker 1
There it says I'm updating. Or I want to continue, yes. Applying changes, your routers applying changes. Okay. [ silence ] It says router not found. You're not connected to your router. Oh, and now I just switched
45:00
Speaker 2
okay yes continue okay. and is it waiting still oh that's okay is there a retry button
45:00
Speaker 1
strange thing requires a waiting thing I for them oh there not went back to that that page we just said it says okay cancel or apply worst a 5 gigahertz plan yeah okay yeah where do I hit okay or apply to this thing
46:00
Speaker 2
Okay. And let's wait for the Wi-Fi settings to show up again. showing. Ah. All right, so just to make sure all of the the 2.4 5 gigahertz now showing your own network name, right? Okay. And how about the password, make sure that's your own Wi-Fi password. All right, that's great. So we're able to re-configure your router with your network name. Bill, so you can now connect back your printer to your network Wi-Fi. You can just click okay and if you want to have access to the router's.
46:00
Speaker 1
Okay, so if I want to, how do I save this page, just hit the save button oh just bookmark it, okay, okay. Oh now the printer just came to life and is printing something.
47:00
Speaker 2
sessions on that page. You can keep it open or you can re-access again the number that I've provided is 192.168.1.1. You can click the star icon on the browser or the let me check it here. the star, yes, that's the favorite to add on your bookmark. can bookmark that one. Alright. So you can now connect back your printer. I'm not trained for printer build, but if you know how to connect it to the Wi-Fi, you may try connecting it to your network name again. Uhuh. Okay. That's great. So your devices that remembers your old network name should be able to connect back. [silence]
47:00
Speaker 1
OK. Oh, that's interesting. You think doing the reset button on the printer screwed all this up? On the back of the router. Don't press it. Now come. Oh, so when I press the reset button, that erased all the settings on your printer.
48:00
Speaker 2
I think you're back up and running.
48:00
Speaker 1
Oh, my stuff. Oh, that's what happened. Oh. Because then on the on the printer, you know, the the button was flashing and it said, you don't have a connection. And uh then I kept trying to follow the orders on there and nothing was working. But then I went to the computer and I thought, well, my Wi-Fi's all gone. Oh, now, here I just went to my Wi-Fi. And I had 5 2.5 and then I had guest 5 2.5. And uh Now the only one I see is is five guest. Open it. [silence] Yeah. Let's see. So, let's see. If I wanna get back to the, to the phone thing, uh, okay. So I just hit Wi-Fi on the phone and then I go, I can find all that. Okay. All right, well it seems like everything's working.
49:00
Speaker 2
Yeah. Uh-huh. Yes. All right, that's awesome. And just once again, Raquel, Bill, I'm happy to assist and help you. Have a wonderful night. And thank you for
50:00
Speaker 1
Yes, thank you very much. You were very helpful. Thank you. Bye. Okay, I started to that. Okay. [silence]
51:00
Speaker 2
Thank you for calling Linksys. My pleasure. Thank you for your time and patience. Oh, welcome. Bye for now. Bye bye. Hello Bill, you may disconnect the call on your end. I'm not allowed to end the call. Okay. No problem.
51:00