V2 Rubric Detail — bf8fc4fc-6505-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 19:51
Duration
48m 55s
Contact
Anthony Santelli
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133016
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.07/5
Overall30.3% (-25.7)

V2 Grader Summary

The agent made several troubleshooting attempts on an out-of-warranty MR5500 but failed to use key tools like the Recovery Key or router UI, and provided materially inaccurate technical guidance. While ownership was partially demonstrated, the lack of tool use, incorrect reset instructions, and premature hardware recommendation resulted in an unresolved case with high customer effort.

V1 Case Analysis

Customer reports MR5500 blinking blue, no internet after modem reset. Guided through cable check, power-cycle, and factory reset (incorrect 20-sec hold). SSID not broadcasting, 'media disconnected' on Ethernet. Tried 5-cycle reset. Confirmed correct 12V/2A power adapter. Determined hardware likely defective. Recommended MX2000/MX4200. No follow-up scheduled.

Troubleshooting Steps
  • Verified Ethernet connection to modem and power status.
  • Attempted factory reset with incorrect 20-second hold.
  • Checked default Wi-Fi SSID broadcast and attempted connection.
  • Wired PC directly to router and ran ipconfig.
  • Performed 5-cycle power reset sequence.
  • Confirmed power adapter specifications.
Key Observations
  • Agent instructed 20-second factory reset despite KB specifying ~10 seconds for MR5500 ([13:00]).
  • Suggested 5-press pairing method, which is not valid for MR5500 and contradicts KB ([47:00]).
  • Failed to validate payment for paid support before proceeding with troubleshooting.
  • No follow-up, escalation, or self-help resources (KB, email) provided after concluding hardware failure.
  • Misidentified customer's device as 'MRM' and incorrectly described 5-press pairing as standard for 'easiest way devices' ([47:00]).
Positive Highlights
  • Collected serial number, model, name, phone, and email accurately ([01:00]-[03:00]).
  • Confirmed out-of-warranty status clearly and explained paid support terms ([04:00]).
  • Attempted basic troubleshooting: cable check, direct Ethernet connection, power-cycle ([17:00], [35:00]).
  • Confirmed correct power adapter specifications (12V/2A) with customer ([38:00]).
  • Maintained generally calm tone despite customer frustration.
Agent Errors / Gaps
  • Provided incorrect factory reset duration (20 seconds) for MR5500; correct is ~10 seconds ([13:00]).
  • Suggested 5-press pairing method, which does not apply to MR5500 and is not a recovery method for this model ([47:00]).
  • Misidentified product line, calling MR5500 an 'MRM' device and falsely claiming 5-press is standard reset method ([47:00]).
  • Did not verify payment for the $15 paid-support offer before proceeding with troubleshooting ([06:00]).
  • Failed to provide any self-help resources (KB article, email with steps) after customer declined further support.
  • Gave contradictory LED expectation: claimed reset should cause blink red, but MR5500 only has blue LED ([15:00]).
  • Incorrectly stated that 'IP routing is enabled' during troubleshooting with no context or relevance ([43:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the device is defective and told the customer they need to purchase a new router without exhausting all troubleshooting options.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided the customer through reset attempts, power cycling, Ethernet connection, and ipconfig, but skipped critical steps like checking WAN connectivity, using the Recovery Key, or accessing the router UI.
R3 Partially Met Correct resolution path conf 85%
Although the device is out-of-warranty, the agent made multiple troubleshooting attempts (reset, power cycle, recovery reset) before concluding it was defective, aligning with best-effort expectations for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified key symptoms (blinking blue LED, no internet) and performed sequential diagnostics, but did not confirm WAN-side issues or ISP status, limiting root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accessed the router’s web interface, failed to use the Recovery Key (supported on MR5500), and relied solely on customer-reported LED states and ipconfig without remote verification.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the reset process would result in 'blink red then solid blue' (MR5500 should go solid purple); also falsely claimed pressing reset five times in five seconds is a valid method, which contradicts KB guidance for MR-series.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had long silences, failed to set a clear agenda early, and lost momentum during troubleshooting transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'SSID' and 'ipconfig' without consistent comprehension checks, though some adaptation occurred when guiding through command prompt.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed with the case, attempted multiple recovery methods, and provided product recommendations, but ultimately defaulted to a hardware replacement without confirming failure via all available tools.
O2 Not Met Proactive follow-through conf 90%
No clear timeline or follow-up was established; after suggesting a 'wait two to four minutes,' agent immediately shifted to recommending a new router purchase.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was an out-of-warranty hardware failure after reasonable troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed apology for lack of live support and acknowledged customer effort, but responses were largely transactional and lacked personalized empathy.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, technical tone throughout and did not adjust pace or style despite customer frustration and repeated failed steps.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat reset attempts, manually run ipconfig, take and email a photo, and re-enter network details—increasing effort instead of streamlining resolution.
Call Transcript82 turns · 88 lines
Speaker 1
[silence] Yeah, hi, um, I was told to give you the, um, what's it called, the serial number of the box, right? Okay, hold on a second, I have to put you on hold, bye.
00:00
Speaker 2
Welcome to Linxsys 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.Linxsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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 Linxsys. This is Gina, I'm gonna help you today. Yes, the serial number of your Linxsys router.
00:00
Speaker 1
Plug everything from it because that's on the bottom. Serial number. Let's see. Okay. It's four five K one zero M two one E zero zero zero four one. Yeah. Correct. [silence]
01:00
Speaker 2
[silence] I confirmed it. That's 45k for kite, 10m for Michael, 21e for elephant, 0 0 0 4 1. Okay, so the model number of this device here is an MR5500. And who is your internet service provider?
01:00
Speaker 1
well, okay. I um, my internet was skipping in and out for like days, and I wasn't sure what the problem was. And so I reset the uh, what's it called? the cable modem. And then I plugged this thing unplugged this and plugged it back in. And now I got no internet at all. Uh, so uh, something just happened. I don't know how, or why. Um, but this link is just not seeming to work right now. Okay. My my name is Anthony, Antelli. Sure, S-A-N-T-E-L-L-I.
02:00
Speaker 2
And what seems like the issue of this device? But may I know your first name and last name? Can you spell it for me? Your last name Anthony? [silence]
02:00
Speaker 1
Correct. My, what? Oh, it's 216-780-8279. My email is Anthony@Ae typical.com. A-E-S-C-A-P-I-T-A-L.com. Yeah. Reg.
03:00
Speaker 2
So, S A N T E L L I, and your callback number. Callback. Number. And your email. [silence] Sorry. [silence] [silence] Anthony@AEScapital.com [silence] [silence] This Anthony@AEScapital.com. Okay. Now, before we proceed, I would like to set expectation regarding of the warranty status of your linksys router. Okay. So, it indicates in our system, Anthony.
03:00
Speaker 1
Okay. Okay. 15 bucks? Okay. Um, and what if the device is broken? Then what happens?
04:00
Speaker 2
Your Linksys router is no longer under warranty. And I really apologize that live support is no longer available. However, we have a paid support. Still assist you, regarding your concern, but you need to pay $15 and it's good for 60 minutes of troubleshooting. Yeah, $15. Okay, that's it. So by purchasing this service, you agree. You need to agree that it's a one-time. It's non-refundable technical support session lasting up to 60 minutes. So if we are unable to resolve your issue or determine that your product is defective, no refund or replace.
04:00
Speaker 1
Okay. Okay, so I have one question. How old is my device? Yeah. Okay, that's fine. So let me ask you one other question before I decide to pay. Uh what is the max speed of this router, between all all the all of the ethernet ports and the Wi-Fi?
05:00
Speaker 2
Assman will be issued and this paid service is for troubleshooting only and does not include any follow-up sessions. [silence] [silence] [silence] [silence] [silence] [silence] [silence] It was actually purchased April 5, 2024, but then we can only provide a support one year for this model. And if the issues, if the route is still working in your area, you can continue using this one. It doesn't mean that this device is already out of warranty then it's already been defective. But for the support, we are no longer offering. Okay, so for the internet port, it actually handle up to 1 gigabit per second.
05:00
Speaker 1
The ethernet ports. Okay. So that's that shouldn't be a problem. All right, well, let's spend 15 bucks and see if you can fix this. What's your hit ratio? How often have you usually fixed things? Yeah. What? Yeah. Yeah, I just need I just need to fix it. That's all. So, [silence]
06:00
Speaker 2
Yes, but of course, since you have a wireless connection, they commonly get uh 50 to 60% of your internet plan. It still depends on the interference that you might encounter. I'm about to see our main concern right now is to set up this router. Since it doesn't have any internet connection, right? And let's see. Yes. So this call is not recorded, sir, for security purposes while we're gathering your information. But of course, let me just confirm if you're calling from the United States.
06:00
Speaker 1
Yes. Okay. It's, um, Anthony, A-N-T-H-O-N-Y. S-A-N-T-E-L-L-I. It's three seven two seven, three three five, one zero eight, one four zero, zero three. It's two two eight, nine two one two.
07:00
Speaker 2
Alpha, E for Edward, letter S for Sam, Capital C-A-P-I-T-A-L.com for the receipt. So let me just send a receipt before we proceed. Okay. Can we check your email sir, if you received the receipt.
08:00
Speaker 1
tonto there it is, okay there it is, okay okay, got it I'm sorry what is it the Karen? What's the Karen? [silence]
09:00
Speaker 2
Sorry, did you find your receipt? It's from PayPal. Okay, now what is the current light indicator of the router?
09:00
Speaker 1
The light, there's a blinking blue light in the front, that's it. Yes. Blink, blink. we can try to do that if you like. Yeah, because I don't know what they are. My current Wi-Fi password, I probably have.
10:00
Speaker 2
Light. What is the light? Indicator. Yes, the light. Indicator of the router. It's keep on blinking blue. So, would you like to reset and reconfigure your linksys router? Okay. Okay. And I would like to set an expectation that once you're going to reset your router, it will back its default name and password. But of course, don't worry for that for once because we can still recovered your original Wi-Fi name and Wi-Fi password. Okay, so you cannot remember your Wi-Fi name and Wi-Fi password at all?
10:00
Speaker 1
Let me see. Huh. Yeah, I have the password. Uh, I don't know what the username is. Uh, I suppose I can look, can't I? Um. Well, the Wi-Fi. I can't find the Wi-Fi network on my thing because it's it's not plugged in right now. So, I should plug it in first, right?
11:00
Speaker 2
Yes, you can try to double check. Okay, yes, make sure that the router is... [silence]
11:00
Speaker 1
Okay. The router is plugged in. It's on, but it's not plugged into the modem. Should I plug it into the modem, or does that make any difference? Okay. Okay. Okay. Okay. Okay. Okay. Here we go. Okay. Now it is. It's connected, but I don't know if it's doing anything.
12:00
Speaker 2
Yes, make sure it is connected via ethernet cable to the modem.
12:00
Speaker 1
Let me see. Hmm. This is the wrong one. Okay, I am connecting on my phone here via the wrong Wi-Fi. It's not even trying to go on Wi-Fi. Let me look check the networks here. It shows the it doesn't. Okay. Okay. Go ahead. Also, one in the little red button in the back.
13:00
Speaker 2
Okay. Yeah, it's okay. Since you forgot your, your wifeie name, let's proceed to reset and reconfigure your Linksys router. So, kindly press and hold the reset button of the router, sir, for 20 seconds.
13:00
Speaker 1
Make sure the blue light in the front is changing. So it just, it needs to be plugged in, right? It needs to be plugged in while doing this. Yeah, it is. And I have the. Yeah. Yeah, it's not doing any difference. And it's, through sitting, I'm blue light on. Blue. It doesn't blink red. It's still blue. [silence]
14:00
Speaker 2
Press and hold it for about 15 to 20 seconds but make sure the light is changing. So, okay. While holding the reset button, can you please. Make sure, yes, make sure the router is turned on and then plugged in to the wall outlet and also to the modem. Okay, press and hold the reset button now. Okay, make sure the light b link red.
14:00
Speaker 1
This is crazy, I'm holding it for 30 seconds and more and it's still blinking blue. Hi, I can't hold it longer than that. Okay, hold on. Use a pen. That's what I was doing already. Let me try it again now. Now, now I have it. I have it more easily. Let's see. Okay. It's still showing blinking blue. Okay, I've been holding it this entire time. It's still blinking blue. It's not blinking red. How long does it take?
15:00
Speaker 2
let go. let, let go and use a pin. pin or paper clip. yes, use a pin. and what is the light indicator? yes, because we're you when you're going to reset our router, sir, it'll blink red and then the light goes off then turn to solid blue. okay, let go go. yes [silence]
15:00
Speaker 1
I've been holding it for 30 now. It's not supposed to wait longer. Let me try it again. I'm trying it with something else. Not exactly easy to get in here like this. All right, now I'm trying it with something else. Maybe this works a little better. Right, another 15 seconds. Light indicator's still blinking blue. Nothing's changing. It's crazy.
16:00
Speaker 2
For the reset process, it will take to 15 seconds. and then they should be changing. The light will change. Let go. And then double check if it is the reset button. So, describe the light. The light indicator.
16:00
Speaker 1
I have multiple internet cables. My question is, do you want from my computer into the cable motor, into the cable motor, and then into the router, or what do you want?
17:00
Speaker 2
Do you have a device which we can use to wire directly to the router? A computer, A laptop that has an Ethernet port. Yes. We need to grab an extra Ethernet cable, Sir, to wire a computer directly to the router. Router. Computer to the router. So while your router is connected to the modem, all you need to do is to grab an extra Ethernet cable to plug your computer directly to the router.
17:00
Speaker 1
I can't believe this thing is not resetting by my pushing on the button. that's crazy. yeah i don't understand. okay i will there's a red button and a blue button i was only pushing on the red one. yeah it says reset. That's the one I was pushing. last time. this time I'm going to my finger. four, five, six, seven, eight, nine, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20. it's not working. it's not working.
18:00
Speaker 2
See printopropyl retino.
18:00
Speaker 1
working. It's still blinking blue. something's wrong with this puppy. yeah, it's just blinking blue and that's it. yeah. All right, I held them. okay. Okay. why are the computers ready? it's the router and into which port? not the not the internet port, right? The other different port. Okay, done. And then what? Make sure my Wi-Fi is turned off. Okay. okay.
19:00
Speaker 2
okay can you wire your computer directly to the router? not the internet port one of the ethernet ports okay then make sure your wi-fi your mobile data your hotspot are turned off now your wi-fi mobile data or hotspot are turned off
19:00
Speaker 1
speech my my. Oh, the cellular hotspot it's off. Okay. Yeah, that's off. Okay. It's a Windows computer. [silence] hold on. [silence] hold on. Google. One nine two dot one six eight. Yeah. dot one. dot one. Enter. Looks like there's a problem with your internet connection. That's what it says. [silence] Proceeds proceeded. [silence] It isn't.
20:00
Speaker 2
Is that a Mac or Windows computer? OK, Open Google. Then on the address bar, type 192­ dot one, six, eight, dot one, dot one. Yes.
20:00
Speaker 1
[silence] but there's let me try something else here. I can't I I can try a Microsoft um Edge. Hold on. My router.local, which looks like you're not connected to the internet. So it doesn't that's nothing. Hold on a second. Um, I don't know if I have a Google. I have a Firefox. I have an Edge. I don't know if I have I don't know if I have uh Google on here. Is that a problem? [silence]
21:00
Speaker 2
Wi-Fi handy, a warning message. no, it's okay. using Google, you kindly enter my router.local opened, stay on Google then entered my router.local, one word. yes. yeah, make sure that your ethernet cable
21:00
Speaker 1
My cable is functions it's plugged in from the back of my computer directly into the router skipping the cable modem. Right? That's what you wanted. Yes. That's what I did open edge. Okay. I open edge. Oh, now, interesting. It didn't give me the same problem as before. Okay. Now what do I plug in? Go ahead. One nine 19 what?
22:00
Speaker 2
The cable is working and I plug in from the. Yes. So, plug the other end of the Ethernet cable to one of the Ethernet port of the router directly to your computer, okay? Open, open edge. It's up, entered, 92.168 in the address bar. 168, 1, 1.
22:00
Speaker 1
0. 6, 8.1.1. Okay. Yeah. [silence] Uh then there's a cable that connects to the internet. Okay. Uh [silence] This ethernet cable works. I was using it literally 30 minutes ago. [silence] It's connected directly to the router, but it's not connected to the network because the network goes through the cable modem, but it's not connected to the cable modem. But actually I have the router connected to the cable modem, so maybe it should work. But it's not. That's the problem. This is the problem I've been having. [silence] How do I do
23:00
Speaker 2
Sure. It seems like you are not connected Sir. Can you please use a different Ethernet cable? Yes, because it seems like you are not connected to the network. Which means your computer is not connected to the router. Okay. And kindly check also if the Wi-Fi name, the default Wi-Fi name of the router is broadcasting.
23:00
Speaker 1
and on the bottom. Of this router the Wi-Fi name, the link, this is linksis setupB11. Okay, so it allows, I do that. Okay. Okay. So I say Wi-Fi. It says, okay, the Wi-Fi just turned it on. Network. Join a Wi-Fi network. It's asking for the name of
24:00
Speaker 2
On the bottom of the router, you can see your default Wi-Fi name. Check it with your wireless other wireless devices. What is your Wi-Fi name? What is your Wi-Fi name? Okay, can you check if it's detecting on your network list? Okay, Linksys setup V11. Check with your wireless devices such as your phone, make sure your Wi-Fi is on. Then go to the Wi-Fi settings and check it with your available networks.
24:00
Speaker 1
Okay. Yeah. There's an underscore before the link, see. Do I put that in or do leave that out? Yes, put it in or yes, leave it out? Linksys setup B 11 Enter password. I do now I reset everything, so I have no password. The password on the bottom. Uh
25:00
Speaker 2
What is your WiFi name? It's Linksme Setup v11, right? Yes. Make sure to enter all your WiFi name and check your available networks there it might be broadcasting or detecting on the network list.
25:00
Speaker 1
Okay. [silence] Let's see if this works. [silence] My phone. Computer doesn't seem to get anything. Okay. [silence] Could not find the network. [silence] Let me try it a little bit different. [silence] I put the underscore in there first. [silence] Underscore set up the 11. [silence] password. Okay. [silence] Now try it again. Joining. [silence] Could not find the network. Can't find it. [silence]
26:00
Speaker 2
Is that your phone or your computer? Okay, can you please go to the command prompt? Yes. Okay, go back to the main page of your computer and then search command prompt, D.M.D. or command prompt.
26:00
Speaker 1
all windows are down where is the command prompt okay but how do I get there how do I get to the command prompt okay so type here to search and it says command prompt okay command prompt. There it is. Okay command prompt okay I got a command prompt go ahead capital or no. Okay IP config go ahead. Yeah. slash all slash all slash all forward slash all forward slash all
28:00
Speaker 2
Command Prompt is an application of your computer. So you must have a Command Prompt in your Windows device. Then we search that one. Go back to the main page of your computer. Yes. Okay. Can we type Ipconfig slash all? Okay. Then enter.
28:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] Okay. Okay, what do you want me to know? [silence] It shows media disconnected under media state of the ethernet adapter ethernet. [silence] [silence] [silence] Um, how can I, uh, I don't think I know how to copy from my computer to my phone. but I could I could do. Okay. All right. So, I will take it now. [silence] [silence]
29:00
Speaker 2
Yes. What is the result? Is it shows media disconnection? Okay. So kindly. Do you have the option to send that information sir, the result? And my end. Just do a screenshot or take photo of the information you see.
29:00
Speaker 1
okay, and then send you the photo, okay, okay, okay, okay, You got my phone number, right? The one I'm calling on, yeah, Bye.
30:00
Speaker 2
Let me just, send you a message. Uh, Let me, just send you a message. I will send you the message via email so that you can reply and attach the photo. Yes. Okay. So, I just sent the message to your email. Yeah, because it's too, um, like, because this is actually a sign. So, if that device SSID is no longer broadcasting, it's, uh-oh, you're losing signal. No! [silence] [silence] [silence] Do you have a hotspot? [silence]
30:00
Speaker 1
Yeah, but you sent it to my other email. My phone is linked to a different email address. Let me, let me just send this one to my other email and then I'll probably, I'll do. let's see if this works. Looking crazy.
32:00
Speaker 2
You can reply to it. OK. Can you please provide your different email? [silence] Thank you.
32:00
Speaker 1
Yes, extremely, extremely slow, cuz I get a very, very small signal. this works. Oh, here you go. Okay. So I will reply to this email. By, hold on, let me get the photo. [silence] Okay. Damn it. Okay, let's see if this works. Jesus Christ. I don't know if this got the, oh, there it is, good. Okay. I just sent it to you, it should work now.
33:00
Speaker 2
Again, by the way, sir, kindly try to turn off and turn on your router. ahe hehe Yeah You can also try to unplug that one Aha Okay Okay Okay Okay Unplug the router wait for 10 sec to plug the power back And then check if the light will blink Co let's try to observe Try also to use a different outlet [silence]
34:00
Speaker 1
Oh, from my computer, you mean? No, Oh, I can do that, but that's not the problem. That's really not the problem. I mean, the power is getting there. No problem with the wall. If you want me to do that, I'll do that. I could try to do that. Okay. Let me see which one this is. Hold on.
36:00
Speaker 2
There's no, uh.
36:00
Speaker 1
[silence]
37:00
Speaker 2
Yes. Okay. And then let's just try to observe that. Keep on observing it for two to three minutes. [silence]
37:00
Speaker 1
Yeah. This is dead as a door now, and we're getting absolutely no place. The power specs of the power adapter. Good question. All right. Okay. I just unplugged it. It says, maybe that's the problem. This says, uh, issue number. 12 volt, two amp. Is this the wrong power supply for this thing?
38:00
Speaker 2
Can you kindly provide the power specs of your power adapter, sir? [silence] 12 volts [silence] let me check.
38:00
Speaker 1
That is the. That is the. Okay. Sure. Okay. [silence] Excuse me. We have a couple of those. I had, I got these. I won't get one free. There. I won't get one free, but you only had like four. I bought the store out. What would we do to get better? [silence] My router is broken, so that's the problem with your everything else. [silence] No, that was. [silence] We got stocked two months before that break. [silence] I wonder if that's kicking both. [silence] Yeah. [silence] Mhm. [silence] Mhm. [silence] Mhm. [silence] Mhm. [silence] Yeah. [silence]
39:00
Speaker 2
Okay. Thank you for patiently waiting. Anthony, are you still there? Actually, you are currently using the right power specification of your router, which is 12 volts and 2 amps. So, possibly that the router itself is having an issue or been defective. But let's just try to proceed to recovery reset this router. So, what we are going to do, Anthony, is to unplug the power for two seconds, and then plug the power back, and we need to count 5 seconds, and we need to do it together five times. Let me know once you are ready.
41:00
Speaker 1
Okay, go ahead. and plug it. Yeah. Yeah. One. Mm-hmm. Okay. Okay. Okay. Okay. Okay. Okay. Yes. okay.
42:00
Speaker 2
Okay. One, two, then plug the power back. One, two, three, four, five, unplug. One, two, plug the power back. One, two, three, four, five, then unplug. One, two, plug the power back. One, two, three, four, five, then unplug. One, two, plug the power back. One, two, three, four, five, unplug. One, two, and then connect the power. And then this will usually take a bit longer than normal boot up, So let's just wait two to four minutes. [silence]
42:00
Speaker 1
If it does anything at all, yep. It's the same blue blink like we have never done anything. Unbelievable. Well, if not then we're done, right? I got to buy a new one. Yeah. Okay. Well, I got to say, you definitely gave it a good shot, so appreciate your time. [silence]
43:00
Speaker 2
What is the light indicator? Just keep blinking. So let's just try to wait two to four minutes and then check if the SSID or the Wi-Fi name of the router is still broadcasting. And if not, yes, and I do really apologize for the inconvenience here, but I have to recommend that the device is defective. It's been defective. So you really need to purchase a new one.
43:00
Speaker 1
but, um, yeah, okay, so, what kind of router would you recommend, um, well, I can put a booster, I don't need I don't need, uh, I don't need it to be covering the whole house and blasting me with, uh, radiation, so, um, the question is the function of speed, I need I need I need it to have it, I have 500 mega megabits per second, um, well on the Wi-Fi, typically two, uh, two to three.
44:00
Speaker 2
Yeah, we already tried everything that we need to figure out what's really going on with your router, and we need to try to verify it. Yeah, so IP routing is enabled. No, no. Okay, may I ask, how big is your house? And how many floor levels does it have? Okay, this speed, may I know your Internet speed? Subscription. And how many devices are commonly connected to your network?
44:00
Speaker 1
and hardwired Ethernet too. Okay. MX 2000 or MX or 4200. And these are links desk. Okay. Do I have security cameras? I uh, uh does this have security cameras? I I like, works for security cameras?
45:00
Speaker 2
Okay. So you can purchase an MX 2000 or MX 4200. yeah, $2,000. Go ahead. Mm-hmm. Yes. It's an intelligent mesh devices from Linksys. It's also a mesh device, watch, but it is more upgraded compared to what you had. So it's an MX 2000 and MX 4200. Do you have security cameras in your end? Yes, of course, um, yes, of course, it will work with security cameras.
45:00
Speaker 1
I mean, it's got three band. Okay. Okay, so this the MX4200 is more expensive. What is the one I have now? Um.
46:00
Speaker 2
your security cameras is recommended to connect with a 2.4. So, the mx-2000 is a dual band. So it has MX, uh, it has 2.4 and 5 GHz band. The MX-42 is a tri-band mesh. Uh, it's 2.4, 5 and then another 5. It's for wired devices. Mm. Yes, it is actually more upgraded compared with your MX 4200. It's an MR, MR 5500. This is one of our older version for our mesh devices. From
46:00
Speaker 1
what what does a mesh device mean okay I can buy this at at at go ahead does Best Buy sell them? okay okay and they have they have multiple Ethernet ports okay
47:00
Speaker 2
the MRM, the M-R-M. It is one of our easiest way devices at the moment, which is an easy setup, sir. So we can just press release the reset button five times within five seconds. So mesh devices have a different features with our router settings compared with our EC-rip devices. And both devices, yeah, both devices are compatible to handle up to 1 gigabit per second and you can purchase it from Amazon. Yes, of course, this buy also sell them. Yes, both devices.
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