V2 Rubric Detail — bdf24690-64d5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:07
Duration
48m 57s
Contact
Carlos Delgado
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132943
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+58.1)

V2 Grader Summary

The agent correctly diagnosed the issue as a deactivated modem requiring ISP reactivation, using valid troubleshooting steps including 5-press reset and router diagnostics. All technical information was accurate and the resolution path was appropriate. While communication could have been more empathetic and efficient, the agent fully resolved the case by providing the correct next step, warranting a Successful Resolution outcome.

V1 Case Analysis

Customer reported no internet after reconnecting MX2000 Velop nodes. Agent used incorrect 5-press reset, provided wrong admin password ('admin'), and advised contacting Spectrum without verifying modem status. No resolution confirmed.

Troubleshooting Steps
  • Collected and verified device serial number
  • Incorrectly performed 5-press reset on MX2000 parent node
  • Guided customer to connect to default Velop setup SSID
  • Instructed customer to access 192.168.1.1 and provided incorrect default password ('admin')
  • Observed router interface showing no internet (IPv4 0.0.0.0, WAN port X)
  • Advised changing Wi-Fi SSID and password
  • Directed customer to contact ISP (Spectrum) to reactivate modem
Key Observations
  • Agent used 5-press reset on MX2000, which is not supported for this model (KB specifies Pair button or web UI for Velop nodes).
  • Agent provided incorrect default admin password ('admin') instead of the Wi-Fi password printed on the label (KB accuracy failure).
  • Agent failed to verify modem status (e.g., Spectrum modem lights) before concluding the issue was with the ISP.
  • Customer encountered security warnings when accessing 192.168.1.1, which were not addressed.
  • Call ended without confirming internet restoration or providing concrete next steps beyond 'call ISP'.
Positive Highlights
  • Collected and verified device serial number early in the call ([05:00]), enabling warranty and model confirmation.
  • Correctly interpreted LED colors: identified purple as setup mode and red as no internet ([12:00]).
  • Attempted to guide customer through web interface access, showing intent to use proper tools despite flawed execution.
Agent Errors / Gaps
  • Incorrect 5-press reset method for MX2000 ([09:00]); KB states this method is only for LN/MBE models, not Velop (MX/MR/WHW).
  • Provided factually incorrect default admin password: claimed 'admin' ([35:00]); KB states default is the Wi-Fi password on the label.
  • Failed to verify modem connectivity (e.g., solid white/blue lights on Spectrum modem) before blaming ISP.
  • Did not confirm whether the customer could access the internet via direct Ethernet to the modem, a critical isolation step.
  • Misguided troubleshooting path: reset mesh unnecessarily without first checking WAN link state.
  • Allowed customer to proceed with password creation on a page they couldn't reliably access due to browser security warnings ([33:00–34:00]).
  • Did not offer any self-help resources (KB article, email summary) after unresolved call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly identified the router was not at fault and advised the customer to contact Spectrum to reactivate the modem, which is the correct and best-available resolution for an ISP-side issue.
R2 Met Diagnostic thoroughness conf 90%
Agent performed the 5-press reset, accessed the router UI at 192.168.1.1, verified firmware, checked WAN status showing no IP (0.0.0.0), and correctly deduced the issue was upstream — all meaningful diagnostic steps aligned with KB procedures.
R3 Met Correct resolution path conf 95%
Agent determined the device was in warranty, ruled out hardware fault via diagnostics, and correctly directed the customer to the ISP — the appropriate path for a modem deactivation issue.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the solid red LED (no internet), used the 5-press method to re-establish mesh sync, accessed the router interface, and confirmed the WAN had no IP — logically concluding the issue was with the ISP/modem activation.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the router’s web interface (192.168.1.1) to inspect network status and diagnostics — a valid and necessary tool for confirming WAN connectivity and firmware status.
T3 Met No misinformation conf 95%
All technical guidance was accurate: purple = ready for setup, red = no internet, 5-press method valid for MX2000, default login is 'admin', and IP 192.168.1.1 is correct — all consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacked strong framing and had long silences, but maintained basic control by guiding the customer through reset, login, and diagnostics without losing direction.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and repeated steps, but did not adapt tone to customer’s growing frustration or explicitly confirm understanding after complex steps like certificate warnings.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed full troubleshooting, and did not transfer — even when the resolution required ISP action.
O2 Met Proactive follow-through conf 90%
Agent clearly stated the next step: contact Spectrum to reactivate the modem. This is specific, realistic, and actionable — no follow-up commitment was needed as the case was resolved.
O3 Met Closure confirmation conf 95%
Agent verified the customer’s account, confirmed device registration (MX2000MS), and proceeded without re-asking for model or warranty status.
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, not a Linksys hardware or software fault requiring Tier 2 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but offered minimal empathy; did not explicitly acknowledge the customer’s frustration about painting, furniture, and kids being offline.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent pace and repeated instructions, but used repetitive 'sir' and did not adjust tone despite customer’s emotional storytelling and rising stress.
X3 Partially Met Overall experience conf 80%
Customer had to retype the IP and password multiple times and perform resets, but these were necessary steps; agent did reduce effort by avoiding unnecessary repetition of device info.
Call Transcript78 turns · 87 lines
Speaker 1
All I could do. Please have your device.
00:00
Speaker 2
Welcome to ThinkSYS 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.thinksyslogic.com. Please have your device serial number ready. For assistance, press 1. Now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1. Now. For out of warranty products, paid support may be available depending on your issue. Please have your devices serial number and contact information ready. If unavailable, kindly call back during our operating hours. Monday to Friday, 7 a.m. to 5 p.m. PT. An operator will assist you on a first-come first-served basis. If you need to speak with a specialist, this can be arranged on a pilgrim basis. Our hours are Monday to Friday 7:00 a.m. to 5:00. o'clock.p.m. PT An operator will assist you on a first-come first-served basis. If you need to speak with a specialist, this can be arranged on a p.m. basis. Our hours are Monday to Friday, 7 a.m. 5 p.m. PT An operator will assist you on a first-come first-served basis. If you need to speak with a specialist, this can be arranged on a p.m. basis. Our hours are Monday to Friday, 7 a.m. to 5:00 p.m. An operator will assist you on a first-come first-served basis. If you need to speak with a specialist, this is the number we're mentioned: [silence] .
00:00
Speaker 1
Hi there, good morning. I, uh, I think you have a little problem here with my, um, my routers, um, I, I painted, I started painting my living room, uh, yesterday and I accidentally, I disconnected everything. Um, and, and I, I connected everything, everything back, you know, and if, everything works again, you know, but for some reason now, um, it, it's not, like the router and the modem are not, um, connecting. So, I'm having some problems. Yeah, and I, I already called my, my Internet, so,
01:00
Speaker 2
Hi, thank you for calling Nixie. This is She. how can I help you today? yes I guess uh huh yes true um sure just a [silence]
01:00
Speaker 1
Yes. Okay, so um, okay, so can you repeat that again? Um, okay, so um, okay, so can you repeat that again? I'm sorry. I'm sorry. Um, okay, so um, okay, so can you repeat that again? Yes, yes. I know. Yes. Right. the one right one is not right now. Right now it's actually it's showing a like a purple like a bright purple color currently. Um, so I don't know what that means. but according. Yeah. And then the other one actually have disconnected right now. Yeah, I have the other one disconnected right now. Yeah. Yeah. Should I connect the other one?
03:00
Speaker 2
Yes, just a confirmation sir, uh, which node is not connected right now? Is it the parent, sir, or the child node? Yes, you mentioned ser, you have two nodes, right? Okay. And is the parent node okay, the one connected to your modem? Is it working or not? Um, yeah, the one connected to your modem sir shows purple, right? Who is your... I see. Um, not yet.
03:00
Speaker 1
Should I do that right now? Oh, okay. But I, I think, yes, I did that a few, I think I did that a few times yesterday. Yes. Huh. Okay. Okay, great. Mm-hmm. Okay. Okay, let's see here. Um, I'm going to look under here. Um, it's uh,
04:00
Speaker 2
Ma'am, may I just confirm, did you try to press the reset button? Sure. Um, not yet. Sure. Uh, I was just asking if you already did press, like a tab. I see, because purple light displayed at the top of your device of this node, means it's ready for setup. So, that means sir, that you have already did the reset. Anyways, for you to have it working again, what you need to do, sir, is set this one up again. Um, before we do that, may I have the serial number of the Linksys device, please?
04:00
Speaker 1
zero, right, or O. I'm thinking it's zero, right? Okay, five zero, the letter D, capital D, one zero again, the letter M, capital M, uh, two nine, capital C, three seven five eight five. Um, I'm sorry, can you, after, them start over? Oh, yeah, yeah, C, C, C, uh, yeah, uh, C, C and Kat, correct, okay? Thank you. That's correct. Yes, that's correct. I think I might have called. All right. Okay, good. That's correct. Okay, great.
05:00
Speaker 2
[silence] result, Sir. Um I just confirm first your phone number. Is it one I'm sorry? Is it 909-856-4017? [silence] Ammistaking to Mr. Carlos Delgado? Yes. Uh, yeah. [silence] Yeah, it seems that you already have an account here, Sir, but we can't see any of your devices. The email address associated here is at gmail.com. OK. So, OK. It shows here that you have MN MX 2000MS, uh with two devices or two nodes. So this good thing, sir. This is still in warranty, so we can still go ahead and proceed with the troubleshooting. OK. So, sir, here's what we need to do.
06:00
Speaker 1
uh, huh. Okay, so, okay so pretty much next to each other but not next to each other. So, plug it in. Okay, yeah, they're pretty much six feet away here. That's fine right. Okay. Okay, all right, so I plugged it in and it, it immediately it's blue. Yeah. And it's, okay now it's, now it's blinking blue
07:00
Speaker 2
uh, right, next Earth, uh, less than a meter away from the main node surface. okay, uh, yes. As long as it's not more than a meter. Sure. Uh-huh. Okay.
07:00
Speaker 1
say, let's see okay, it's still flashing blue flashing blue. mm hmm, it's still blue and it's still like [silence] mm, okay. [silence] It's still [silence] blue.
08:00
Speaker 2
Okay, what is the light on it right now, sir?
08:00
Speaker 1
flashing blue. Now, okay, now it, it, uh, it also, it also went to purple right now, just right now. Yeah. Correct. They're pretty, they're pretty close, yeah. Okay. Okay. So, uh, just, uh, and, and on the first one, the one that's connected to the modem, right. spectrum. Hmm.
09:00
Speaker 2
turn in English. It's also purple. Okay, and they're just next to each other, right? Okay. Okay. So we will do the five press that up first and for the five press, what you need to do is just to press and release the reset button of the parent node five times, not too fast, not too slow. [silence] [silence] Yes, who's the your internet provider by the way, sir? Okay, yes, that's good. [silence] Okay, so yes, sir. Can you do the five press on the main link of Snow connected to your spectrum box and do it not too fast, not too slow. [silence]
09:00
Speaker 1
Okay. The reset one, right? Okay. Okay. So push, press and hold, five times. Okay. Uh... Okay. So, one... Oh. One, okay. Two. Three. Four. Five. Okay, now it went to white. It went to white. Yeah, it is flashing, flashing white. Okay. Okay.
10:00
Speaker 2
vB. yes, reset, five times, press and release the reset button five times.cA. Yes.nA. I'm sorry, sir, press and release.NR. press and release. Yes.
10:00
Speaker 1
So I don't need to, open the app on my phone or nothing? Okay. Okay, yeah, it's still flashing uh white. Yeah, I I we started moving the furniture around. My my wife got some couches that are coming in and we we we decided to paint the the living room and uh and it's just a it's funny, right? Because the kids are like, the the world was going to end, right? There's no internet. So anyways, okay, yeah, where's blue? It turned blue. Now the other one is flashing, the other one is flashing purple and then it turned red right now. It's it's turning red. Clushing red. Okay. Yeah, it's just it's. Okay, my kids are getting angry. So I need to chat back online and say everything is okay now. Wife is excited about the room. The kids are overacted. I need to tell them that we're all okay. You know, I've miss everything.
11:00
Speaker 2
not yet sure okay just let me know if there's any changes okay okay that's okay yes okay let's get here let's get this now okay
11:00
Speaker 1
it's a, it's a fast flash red. So is it supposed to be blue eventually too? Or? Okay. Okay. Okay. Yeah, this one is just still flashing red. Okay, no problem. So I must have, I reset it so many times that it, it, oh, now this one, the red, the first one is red now. The one with the modem turned red. [ silence ]
12:00
Speaker 2
Yes, yes, sure. For blue light here on the top, means it's already online. Purple, steady purple, means ready for setup. And red, means no internet. Yes. That's your piece, sir. Let's just give it another minute more.
12:00
Speaker 1
the one, yeah, I just looked at it right now and it's, and it's red all of a sudden. What's that? Okay. Yeah. I'm working on it, but thank you. All that that takes a
13:00
Speaker 2
next control number to turn this red oh I don't know OK sir that's okay sir let's uh possibly to reboot sir Yeah, possibly it's still booting up or um still trying to look for the internet or the signal
13:00
Speaker 1
Okay. So now, interestingly enough, the one that's not connected to the, oh, okay. Now that it's red. It's in red. They're both red. They're both. Perfect. Yeah. Uh, yeah, let me see here. Um, hmm, wait, let me see. I don't know if there's one connected though to the internet right now. Um, No, we don't. I mean, there's, there's a computer here, but I don't, it's not connected to the internet, right? You are we going to need internet?
14:00
Speaker 2
of the
14:00
Speaker 1
Would I have to connect with my phone or something? [silence] Use my phone as a hotspot or something? [silence] Do you have connection? [silence] Okay. And can we borrow your computer real quick? [silence] Come over here, come over here. [silence] Are you... what are you [silence] Okay. Well, how are you? Okay. [silence] All right. Did do I need to log into a website? [silence] Hello? [silence] Yeah, did you need me did you need me to log into a website or something? [silence] Okay. [silence] Okay, so [silence]
15:00
Speaker 2
[silence] hello sir yeah Okay. Oh Sorry? Sorry, um Make sure first that you conect to the default nameser of the parent node. Default nameser is underscore development da da da, uh 75B.
15:00
Speaker 1
[silence] WW: Can you repeat it for me? Oh, [silence] I'm using a An Apple [silence] computer. So, [silence] yeah, usually we use our our Wi-Fi is called Delgado. It's my last name Delgado Wi-Fi. But I do I do see Velup setup what you mentioned right now. Connect Okay. Okay. We just did. [silence] And then it says requires may [silence]
16:00
Speaker 2
No sir. No, not the website. sir, you have to go first to the settings of your computer. Are we now on the settings? Okay. Do you know how to connect this one to the Wi-Fi? Yes. Okay, sir. Yes, yes, connect to that Wi-Fi network, sir. Did it ask for a password? [silence]
16:00
Speaker 1
It says, yeah, requires a WP, yeah, yeah, yeah, okay, okay, thank you, let's see, okay. Okay. And then this is the the one that's connected to the modem, right? Hello? Yeah, okay. Oh, right there, right there, right there? Can you see, yes, okay. So it it it connected.
17:00
Speaker 2
WPA2 password. Okay, sure, so the password that you have to use is underneath the latest device. It's underneath the main router, sure. Okay. Let me know if you're connected, okay? Yes, yes sir, the SSID ends with 465D. Okay, that's it. Yeah, uh, not, not yet, sir. Yes, okay. Open a barrel, sir, please. Okay, how is it, sir? Are we going upstairs?
17:00
Speaker 1
Connecting. That's the ruler. Past this. I'm not typing again. It's your fault for sleeping after your duty. I just watching. again. Oh, right now it's connected to the Wi-Fi via the setup 65. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] Hello? Should I unplug anything? I'm sorry. yeah. Hello? Oh, yeah. No, I'm just checking should I unplug anything. [silence]
19:00
Speaker 2
Okay. Okay. one what yes yes hello
21:00
Speaker 1
did you need me to do anything, correct, yeah, it didn't it didn't let me open uh uh a page or not, nothing, there's no connection. well actually, yeah, there's no connection.
22:00
Speaker 2
Yes, yes, sir. Okay, just to confirm, sir, you still have a red light here on the top of your link this, right? And right now, sir, what is your computer getting a speed?
22:00
Speaker 1
Actually, there is a connection. Let me see. because the TikTok is working. But that's it. There's nothing else. That's it. Yeah. It's still red. Nothing is. Should I open the app? What is... the word? There... There. Should I reset again? It's red. Solid red. Yes. No. It's on the settings it saying... it connect uh, it's connected but, but it's not, it's not working.
23:00
Speaker 2
the lights in the top. Okay. Uh, sir? Yes. Is your computer already connected? It can connect. Uh, sorry?
25:00
Speaker 1
No. OK. 1603, OK. OK, Good. Dot one. OK. Hit enter.
26:00
Speaker 2
Yes. OK, sure, that's OK. We can check on that. So you will go to the settings. Kindly open a browser on your computer. OK. On the address bar, so you have the browser on top, sir. OK, type this numbers, please. 192.168.1.1. 1. 92.168.1.1. and enter. You will be routed to a Linksys page, sir. Is this a warning page or is it asking for you to install the app? What three browsers does it offer? Is it a dangerous page at 192.168.1.1? Yes. Is it installed with a VPN or Oh antimicrobial installed antivirus for VPN on on on on on the on at the computer. So page, where did you type the numbers, by the way, or is it on the use of the search tab, or on the address bar? Can you type it on the address bar? Where you type the "www".
26:00
Speaker 1
Yeah. It's asking me for a password, I'm sorry, it's asking me for a password for the for the Filip for the filab filip setup 65 D. Oh, okay, let's see. Okay, let's hear. One, s a, one, B, F E, two, U, zero.
30:00
Speaker 2
Hello sir, hello sir. What password sir? Access router, okay. Oh, Yes, that's the password sir, underneath the link as parents note, the one connected to your spectrum box. Okay, let me know if you're connected, sir, okay? Thank you.
30:00
Speaker 1
Okay. Okay. And then at the address bar up there, right? You wanted what was the one. 182. 1 1. Okay. [silence]
31:00
Speaker 2
same thing sir 192.168.1.1 192 sir
31:00
Speaker 1
okay. It says this site cannot be reached. I mean. Yeah. No. 198. Yeah, let me do it one more time. 198 dot Oh, 192 dot 168. dot 1. dot 1. Okay, there we go. One. It says, why am I getting a warning when I try to access my router settings? Okay. It says if there's a link, it says. Yeah.
32:00
Speaker 2
site cannot be reached, is this computer sir also a Mac computer? No, it's a Windows. No sir, 192.168.1.1. links of page. Okay, let's skip Yes, okay sir. Let's skip that one sir. uh scroll down, go to continue. [silence] Sure.
32:00
Speaker 1
Okay. Oh, let me plug in. I need to plug in the the charger here. Okay. Keep ground on time. Okay. says your connection is not private. Advance. Okay. All right. This server could not prove that one eye of its security certificate
33:00
Speaker 2
New on the bottom of the uh screen. Okay, yes, sir. Scroll down here all the way to the bottom. You will see an advanced button. Yes. After you click on advanced, it will show you another uh,
33:00
Speaker 1
The root certificate is not trusted by your computer's operating system. This may be caused by misconfiguration or an attacker interception your connection. And then it just proceed to. And then say, wait. It just proceed to 192.168.1.1 unsafe. Okay. Okay, now it says download the Linksys app for setup. Mm-hm. So use my phone. Oh. Correct.
34:00
Speaker 2
Okay, what option do you have below, sir? Do you have a continue button? Yes, yes, exactly, sir, that's right. Okay, that's good. Yes, sir. But no need for it to download the app, sir. Can you please tap the picture of the phone? No, sir. On your computer screen you have a picture of two phone.
34:00
Speaker 1
Yes. Okay, this is waiting. Okay, internet connection is down, access router, router password, sign-in. It's basically a sign-in page. Do you want me to put the password? Yeah. Oh. Admin? Okay. And then sign-in? Uh-huh. It says, we've updated our password requirements to be more secure.
35:00
Speaker 2
Yeah, it's asking for a... No, sir. The password for this is admin. All lowercase, sir. Admin. Just administration, sir, but just admin. A-D-M-I-N. What does it say, sir?
35:00
Speaker 1
Here. Please create a new one. Okay. Okay. It could be any, anything? Okay. I'm going to put a, does it have to be capital or not? Doesn't matter. Okay. I got, I got one. Let's see. Okay. [silence]
36:00
Speaker 2
Okay. Yes, that's good. Yes, that's good, sir. So can you please create a password. And yeah, just that, you know, so that this password is only for you to log in on this particular page. Yes, and it should, uh, it should be mixed, sir. So it's consisting of, um, uppercase, lowercase, character, and a number. Okay? Are we inside sir, the interface?
36:00
Speaker 1
let's see uh and then yeah I created one do you want me to tell you yeah it's in it's yeah there's a whole bunch of stuff here yeah uh the device list Oh network status no internet connection okay troubleshooting right here okay mm-hmm [silence]
37:00
Speaker 2
or were you able to create the password? sorry? okay, that's good. can you check on the first back, first box? Network status. this device. Network status, what does it say? no sir, first box, Network status. no internet access, okay can you go to troubleshooting sir? yes under troubleshooting, you have there the first one the first option status. below status sir, you have report. [silence]
37:00
Speaker 1
Yeah, I have uh the Linksys uh 36385 Um and it says iPhone and then it says Yeah Yep. Okay. Correct. Versions uh 1 1.1.7 and 210469. Okay. Okay. Ports correct. There, it says one gig. Uh, [silence] Uh,
38:00
Speaker 2
Yes, okay. Under status you also have report. Tap on report, sir. and first information that you will see is firmware. Yes. 210469, yeah, it seems that this is the most updated version, sir. scroll down all the way to the bottom of the same page, you have their port. Yes. The ECNX marks, sir. For internet.
38:00
Speaker 1
four ports? Internet, yes. under the one G BPS there's an X. okay. okay. uh-huh. IPv4. It's it just says zero dot zero dot zero dot zero. Did I turn that off? Yes. Uh, yes.
39:00
Speaker 2
Sure, for internet sir. Internet port. Okay, that's good. Can you move to diagnostics here, second option besides status? Okay. And second the lower right, internet address, IPV4. Can you provide me the number please? Okay. Sir, when you did the, uh, turning, when you, you turn off all of your devices, did you include, um, the modem, the one, uh, the box from Spectrum or not? Yes. Disconnect any. So you did.
39:00
Speaker 1
Yeah, it's, it's been disconnected, but right now it's obviously connected and I have the two lights, you know, showing that I have a connection. [silence] Okay. So, do I need to disconnect it and connect it again? [silence] Oh my gosh. Okay. Oh geez. Right. No, yeah.
40:00
Speaker 2
uh no it'll okay and uhm no sir no no sir uh no need for you to do anything on your laces device what you need to do sure is call spectrum to help you activate your modem again yes sure but for your lame router sure no need for you to do anything unless you wanted to change the Wi-Fi name.
40:00
Speaker 1
Okay. Just like the name I have on my Wi-Fi is, uh, like my last name, right? Do, that, what you mean? Like my original Wi-Fi name. So, now my Wi-Fi name is called Vellup or whatever. Oh. Okay. You're gonna back to my original network. Okay. Okay. Mhm.
41:00
Speaker 2
yes. yes. yes, sir. That's a step ahead. Um, anyway, sir, before you call spectrum, we will go ahead and ask uh I'm, sorry, we will go ahead and change first the Wi-Fi name so your preferred network. Yes, you will uh create your own network again. So, please go back uh to the main dashboard, tap on okay. Uh-huh, tap on okay on the uh bottom of the screen. Okay. And then, um, yes, sir. Finally, go to the bottom of the screen, sir. You have the
41:00
Speaker 1
Oh, privacy statement? Oh C-A-C-A. the letters. Okay. Yeah. that Okay. [silence]
42:00
Speaker 2
CA. Charlie Alpha. that's in line with the end user license agreement, privacy statement, third party licenses. Ocala Privacy Policy. CA. No sir, CA sir, just in line with that. Yes. Okay, wait for it to boot up. Let me know if you're back on the page. Okay, and then go to the left side again. You have their Wi-Fi set. Okay. So under what
42:00
Speaker 1
. [silence] Correct. [silence] Um, okay. Okay. And then, put the, put the password again, [silence] What happened? My, my original password, right? Or the password I made up right now? For the, [silence] and then just to be clear it's on the 2.4. [silence]
43:00
Speaker 2
Okay you can change it now sir. Just erase the name, replace it with your preferred name, yes, as well as the password, and then just tap on apply once you're done. [silence]All right.
43:00
Speaker 1
gig bands or the 5.6, I mean, the five gig band, there's two, both of them, okay, okay, all right, and then hit okay, all of them, you're updating Wi-Fi settings. Changing Wi-Fi settings will disconnect all devices, including this one from the router. Simply reconnect the device using the new wireless settings shown below. Okay? Security WPA. Do you want to continue? Yes, right? Silence
44:00
Speaker 2
Okay. You have to change most of the five gigahertz and the 2.4. You have to change it. Yes, including the password, if you want to personalize your password, then yes, you can go ahead.
44:00
Speaker 1
The order is applying changes. Okay. Okay, so now they both turned blue. And then the one that's that was connected is red. The one that's connected to the modem is red, and then the other one is flashing blue.
45:00
Speaker 2
huh okay hmm yes that's booting up sir okay so later on sir you need to connect your phone to the to the new network which is I believe the one you just created right now
45:00
Speaker 1
oh, okay. So now go go use my phone. OK oh okay. So I don't don't hit retry? Oh, on the computer or my phone? Okay. So yeah, now it says Delgado Wi-Fi over here. Mhm. Okay. Mhm. OK.
46:00
Speaker 2
Yes, valve of set up will now. Yeah, you can use your phone, sure. All right now sir, valve of set up is no longer showing up because we have already changed it. No, sir. Just, um, go to the settings and reconnect to the network. Any device will do, sir. Okay, so, sir, what you need to do next, um, you have to get in touch with Spectrum for this one. Let them know what you did and you can tell them as well that you already tricked on us. We already did troubleshoot. The reason why you're not getting an internet service because, um, the modem is offline. So, just to verify,
46:00
Speaker 1
Okay. Okay. I wonder, so what, I wonder what happened and why, why am i going through so much trouble here? Basically you just, you just basically changed my network name. Like now. Okay. All right. Okay. Let me give him a call. [silence]
47:00
Speaker 2
Actually sir, we just did the setup here, on your linkages, yes, your linkages, router here is not the main source of your internet, but it's your modem, so, you have to get in touch with spectrum, let them know that you don't have internet, and then they will be doing that work for you, sir.
47:00
Speaker 1
well then thank you okay thank you should I connect to it right now on my phone or something okay all right it's connecting all right it connected okay thank you okay goodbye
48:00
Speaker 2
Okay. Yes, sir. You're welcome, Shir. Just, um, call us back if you need assistance but rest assured, sir, after the modem goes online, your Lanis router will also go online. Okay. You're welcome, Shir. Have a good day and stay safe. M-hm. Yes, sir. Yes, sir. Uh, you can connect to the new Wi-Fi network or, uh, on your phone or on your computer. Okay, so, just call them, sir, and let them know about this. Your welcome, Shir. Have a good day and please stay safe. [silence]
48:00