V2 Rubric Detail — c184d7d4-7031-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 01:04
Duration
47m 19s
Contact
Ollie Clemons
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134698
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, 4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+7.8)

V2 Grader Summary

The agent successfully restored internet connectivity on an out-of-warranty MR7500 by performing a reset, 5-press, and MAC address cloning via the web interface. While most technical steps were accurate, the reset duration instruction (25 seconds) exceeded the documented 10–20 second range, warranting a Partially Met on T3. All other indicators were fully met, resulting in a successful resolution with strong ownership and communication.

V1 Case Analysis

MR7500 had no internet. Performed reset, 5-press, accessed router admin, enabled MAC-clone, restored WAN connectivity, updated Wi-Fi SSID/passwords. Issue resolved.

Troubleshooting Steps
  • Power-cycle and 25-second hard reset of the MR7500 (correct per universal_factory_reset.md)
  • Performed 5-press reset method to trigger diagnostic mode (supported on MR7500 per universal_5press_models.md)
  • Accessed router admin page via http://myrouter.local with default admin password 'admin' (correct per universal_password_login.md)
  • Checked WAN status, enabled MAC-address cloning, cloned PC MAC (correct WAN recovery step)
  • Applied changes and verified internet connectivity
  • Personalized SSID names and set Wi-Fi password for 2.4 GHz and 5 GHz bands (correct per adjacent_connecting_devices.md)
Key Observations
  • Agent offered paid support before attempting free troubleshooting, which is borderline but acceptable for out-of-warranty context.
  • Requesting a photo of the Wi-Fi sticker after reset was unnecessary and inefficient.
  • Long silences and redundant instructions slightly reduced efficiency.
Positive Highlights
  • Correctly identified MR7500 as out of warranty and properly explained support options.
  • Accurately performed 5-press method on MR7500 (supported model per universal_5press_models.md).
  • Correctly accessed router via http://myrouter.local and used default admin password 'admin' (per universal_password_login.md).
  • Properly diagnosed missing WAN IP and applied MAC cloning to resolve connectivity.
  • Confirmed internet restoration on both wired and wireless devices before closing.
  • Provided ticket number and explained outage context, adding value.
Agent Errors / Gaps
  • Upsell of paid support prior to offering free troubleshooting steps may feel coercive, though not protocol-violating for out-of-warranty.
  • Requesting a photo of the Wi-Fi label was not needed after a factory reset, as defaults are known.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet access after changes: 'Yeah, it's, it's online.' Agent verified resolution by having customer visit a website.
R2 Met Diagnostic thoroughness conf 97%
Agent performed a factory reset, 5-press, accessed myrouter.local, diagnosed missing WAN IP, applied MAC clone, and confirmed connectivity — all logical, sequential steps.
R3 Met Correct resolution path conf 96%
Despite device being out of warranty, agent did not dismiss; instead offered paid support and fully resolved the issue through troubleshooting.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified symptom (no internet), verified physical connection, checked LED state, accessed router UI, diagnosed missing IPv4 address, and determined root cause: failed WAN handshake requiring MAC clone.
T2 Met Appropriate tools / resources used conf 94%
Agent used the router’s web interface (myrouter.local) effectively to diagnose and resolve the issue; no additional tools (logs, remote session) were necessary for this scenario.
T3 Partially Met No misinformation conf 95%
Agent incorrectly instructed to press reset 25 seconds — MR7500 requires 10–20 seconds or until LED flashes red and turns off. Holding 25 seconds exceeds documented guidance and risks instability.
Communication
C1 Met Clear & professional language conf 96%
Agent set expectations early, maintained control throughout, managed transitions clearly, and kept call focused on resolution steps.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, confirmed understanding ('Can you see...?', 'What lights...?'), and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, processed payment, performed all troubleshooting, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 97%
Agent confirmed resolution, provided ticket number, and closed the session with no pending actions or unfulfilled commitments.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed repeated appreciation ('thank you for your patience', 'thank you for your time'), acknowledged effort, and maintained courteous tone under extended troubleshooting.
X2 Met Tone & rapport conf 94%
Agent matched customer’s conversational style, checked in frequently, and adjusted pacing during complex steps like MAC address entry.
X3 Met Overall experience conf 95%
Agent minimized customer effort by guiding directly through steps, avoiding repetition, and performing configuration actions on the router side.
Call Transcript78 turns · 86 lines
Speaker 1
I'm calling I'm having problems with my router and I was trying to see if I could fine get some information or some support to get it back working
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.linksus.com. Please have your device serial number ready. For assistance, press one now, for out of warranty guidelines please have your device's serial number and contact information ready, if unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thanks for calling Linksys. This is Emi, how can I help you? Okay. So, uh right now you don't have any connection using the Linus.
00:00
Speaker 1
Correct. No. Okay. So, the model number is MR7500 and the serial number is 45 C as in Charlie, 10 M as in Mary, 26 C as in Charlie, 0 1 8 2 6
01:00
Speaker 2
through our, through our support. Are you not able to go online? Okay. All right. Can I have the model number and the serial number of your Lincoln's device? Just try to look underneath it. And the serial number. Okay, that's F for Charlie, 45C410M like Mary, 260 for Charlie 018.
01:00
Speaker 1
Correct. Maybe, a couple of years or so, I guess. I can't, I can't remember exactly how long. Sure, is Ollie. Clemens. Ollie. Ollie, O-L-L-I-E. Yes. It's my first initial and last name, that's O-L-L-I-E Clemens BellSouth.net.
02:00
Speaker 2
uh 8 uh 2 6 right and uh how long have they been using this device uh Alright, let me create your record sir. So, uh, can I have your name? Is it Harry? H. Clemens? Oh. Okay. Ali. Okay. And your email address sir? Mm-Hmm. It's aliusignal.south.com
02:00
Speaker 1
Expedity Comcast. Um well Yeah. Well No not that I've I've got one that could if I just if I unplug the modem I mean take it out the router and plug the modem straight to the computer the computer will probably work other than that No No No I'm not able to go online without the Linksys unless I use my phone.
03:00
Speaker 2
.net. Okay. And who is your internet provider? All right. Okay. Do you have any computer available? Sorry, is that your name? Okay, so you can go online. Yeah. Okay, so you're able to go online without the Lynx. All right, so here's the thing. Yes, in order Okay, in order for us to have this reconfigured, okay, we need to access the router settings to verify the settings because the router is not communicating with your modem. That's the reason why you don't have internet. So there's a need for us to manually configure the router. And upon checking here in our system, sir, your MR7500 is already out of warranty. All right? The warranty period is only good for one year from date of purchase, okay? Now, um, for out-of-warranty devices, sir, that just means it's no longer covered for free technical support. However, we can give you two options for this, sir Ali. It's either you go for our website, which is support.linksys.com. You will find there articles on how to reconfigure this device. You just need to search for the model number. You can also take advantage of our AI tool at the bottom right, okay? Now, that's the first option. Our second option is our paid connect service, which is you will need to book a technician to assist you personally. Now, there are two ways to book a technician, sir. The first one is to go on our connect link.ly website. You just need to enter the serial number of the device. Afterwards, you'll have a lot of options in the page and it also depends on your preference, sir. Or you can set up an appointment by calling us here at support. Pardon me, just give us the best time and the best day. Also, please give us your details and how we can get in touch with you so we'll be able to confirm the appointment.
03:00
Speaker 1
Okay, so you said it will cost me $15. Okay. Okay, um, All right, so Well, okay. Can it Can this be done without the router working properly? I mean they're the red lights on. It's not like, how are you are we going to be able to, do you think we, first of all, let me ask you this.
05:00
Speaker 2
Service will cost you $15. Okay, this will last for 60 minutes or an hour of trouble shooting and this service is non-refundable. So, how would you like us to proceed, sir Elley? Yes, sir. That is if you want us to walk you through the process of reconfiguring this router. There's also another way. It's for free. Our website is supp-dawlinxsys.com. But it's a self-help tool. [silence]
05:00
Speaker 1
Do you think reconfiguring it will fix the problem? Okay, so what, so how, how does that work? I mean, I don't mind paying $15, but I just don't know how to, I don't have, do you need, do I, will I need to have internet access?
06:00
Speaker 2
Well, as long as it's not a hardware problem, we can still have this fixed. [ silence ] [ silence ] [ silence ] Well, we need to access the router settings, okay? And to access the router settings, we, there's no need for us to, to get online for that. You can still access the router without internet. So that's why we need to check on some settings, okay? We need, we need to do some step-by-step instructions and configuration for the router. So, we will follow some steps in order for us to have this configured properly.
06:00
Speaker 1
okay, so I will, I will not need to be, I will not need to go online. Okay. All right. So, I, so I'm, it sounds, I need to follow some steps. Okay. So it sounds like I may need, it may be easier for me to see if I can get your help by paying you the $15 as opposed to the self-help part that I, my, I might be muddling through. [silence] Yes.
07:00
Speaker 2
Yeah, you don't need to go on online. Yes, we just need to follow some steps. Hmm. Okay, well, that's your option sir. That's why we're giving you two options. It's either you go for our website or you go for the $15 service. So will you uh proceed with the PayConnect service? Okay, all right sir. So, let me just process that. Hold on please. So, again sir, this service is non-refundable, okay? So, if ever the device is
07:00
Speaker 1
Ali O'Lali E. Miller, initial B, last name Clemens, C-L-E-M-O-N-S. 515, 6. 7677 92369642 October 29, 242. [silence]
09:00
Speaker 2
[silence]
09:00
Speaker 1
That's correct.
10:00
Speaker 2
And get again. So you are successfully charged by the amount of $15.00. So you will receive a copy of the receipt in your email. All right. So again, your email, sir is O Clemens O C L E M O N S at BellSouth.net. Correct? Okay. All right. So I'm going to resume the recording now. So we can start with our troubleshooting. All right. Can you hear me okay? Is the line clear? All right. Okay, sir. So now, let me verify your connection.
10:00
Speaker 1
Yes, on the, on the front, it's a red light. [silence]
11:00
Speaker 2
Xfinity box connected to your linksys MR7500, right? And is it connected to the internet port, the yellow port? Okay. And can you tell me what are the lights that are are lit on the links this at the front? Can you see the light on the front? What the fronts are red lights. Okay, let's uh do a reset on your links this router. So kindly press and hold the reset button at the back for 25 seconds. Uh,
11:00
Speaker 1
Okay. Here's the flashing blue light. [silence]
12:00
Speaker 2
Okay. So, let me know what lights are lit after you reset the linksys. Okay, well wait for it to turn solid.
12:00
Speaker 1
On the bottom of the yeah, uh-huh. Oh, yeah, yeah. OK. All right. I yes, I had. That's weird. That is. [silence]
13:00
Speaker 2
okay, is it now solid or it's still blinking? all right. And while waiting for the light to turn solid, sir, can we take a picture or take a photo of the Wi-Fi settings at the bottom? You see the sticker at the bottom? Yes, the bottom of the linksys, you would be able to see there the Wi-Fi details like the name and the Wi-Fi password. So kindly take a picture of that. We need that later on.
13:00
Speaker 1
I had done that. I do have that picture. Um. No, it's. It's. It's. It's. It's solid, but it's. It's not. It's not as red as it was. It's a really funny looking almost kind of purple color, but it's solid. Yeah, kind of a. a light purple. It's not. it's not as red as it was, but it's. okay.
14:00
Speaker 2
okay, you have that. Uh very good. Okay. So now can you, uh, check the lights again? Is it solid or its still blinking? Um is it, uh purple? Um is it does it look like purple or pink? Um okay. All right. So we'll do a five press on the router sir. So to do the five press, kindly press the reset button five times. Do not press and hold it. Just press it once, but do it five times. Okay? So it's like press, release press, release, press, release. And do it five times.
14:00
Speaker 1
OK. Yeah there it's blinking. Yeah it's it's it's it's blinking kind of it it may blink two or three times with this kind of light colored almost white.
15:00
Speaker 2
All right, so can you check the lights again? Blinking. What? Blinking. It turns solid red. [silence] Okay. [silence] All right. [silence] Can we go to your computer and look for the wireless? [silence] No, it's okay. [silence] Uh just look for the wireless icon at the bottom right hand. [silence] Okay. Do you see the wireless icon?
15:00
Speaker 1
Uh, now the computer's booting up. It was, it was off. I didn't, I didn't have it on cuz it didn't have a, did. It's connected to the router. Didn't have a connection. So it was, I wasn't getting any internet. But it's, it's, it's booting up. Um, Okay, it's, it's, it's on. Um, the, um, the internet connection is saying no internet access connecting to ethernet. It's kind of blinking.
17:00
Speaker 2
Oh. Yep. Just let me know if it's the right Easter.
17:00
Speaker 1
Yeah, it's plugged into the, um, I do have one that's wireless, but this one that I am on is plugged in via the router to the modem. So, now... Right. Um, it's connected, now it's saying, um, the computer is saying it's gives a network name and it's saying no internet access. But in answer to your question, um, the computer is connected to the port next to
18:00
Speaker 2
your computer is wireless right? It's not plugged into anything okay, so you have a cable connected from the Linksys router to your computer. where did you connect the computer? To which port on the router?
18:00
Speaker 1
Yeah. OK so the, the ethernet connection is going in. Correct. Yeah. Correct. Yeah. Correct. Correct. Correct. Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Okay. Okay. So it's opened up a box that says network connection. Okay. All right, so I'm. Uh, no network access. Okay.
19:00
Speaker 2
A for Apple. C for Charlie. B for Peter. L for Larry. n c p a dot c p l then press enter. OK, now do you see their local area connection or do you see Ethernet? OK, can we right click on Ethernet and go to status? OK, what's the IPv4 connectivity? No network access. Now kindly click details.
20:00
Speaker 1
Um, It's It's 192.168.1.157. Um, 192.168.1.1. Okay. Okay.
21:00
Speaker 2
What is the IPV4 connectivity? or I P V 4 address? Sorry. What what is the IPV4 address? Okay, 192.0.168.157 How about the default gateway? All right. Thank you for that information. Now you may minimize that screen, sir. Or you may just close it. that's fine.
21:00
Speaker 1
Um, yeah. Yeah. Okay. Okay. Okay. Okay. Okay. Okay. All right.
22:00
Speaker 2
Okay, now do you have Chrome? Do you have Google Chrome installed on that computer? Google Chrome. Okay. Let's open up Google Chrome. Okay. And then on the address bar, type in HTTP colon slash slash my router dot local. Then press enter.
22:00
Speaker 1
I got a page that says, let's get you up and running, download the Linksys app for set up. OK. OK. OK. yes.
23:00
Speaker 2
okay, my router.local, press enter. Now, what did you get? Okay, double click on the image or just click on the image. The phone image. Now it should ask for the router password. Access the router by default that is admin, A-D-M-I-N, all lowercase. Then just press sign in. Okay. So do you have the router page open?
23:00
Speaker 1
Oh, okay. Yeah, I had to scroll down. So, beside privacy, I see privacy policy. Yeah, I see the CA. Uh-huh. Okay. Okay. Oh, over here under router setting. Okay, click on that. Okay. Yes. It's 1.1.12.216649. Okay. Uh huh. Yes, under.
24:00
Speaker 2
Well, there's no pulse in it going on port [silence] alright, do you see any X mark on the Internet 1 Gbps, there's a decent [silence] T-Hive Cable Camp [silence] look at [silence] No, no dots in yellow. It's only. I do you see any icon or link over there. [silence] [silence] Yeah. There's an option called ping.
25:00
Speaker 1
place where there's kind of two boxes. But yeah, under one gps number four, I see an X mark. Yeah. Mm-hmm. Okay. I'm still there.
26:00
Speaker 2
Okay. So, there's an X mark under internet one GB BPS and then the number four as well, right? Okay. Okay. All right, sir. So, now kindly click OK. Oh, hold on, sorry. Go back to troubleshooting and then report again. I forgot to ask. Okay. Kindly look for internet address under internet connection IPv4 internet address. Do you see it?
26:00
Speaker 1
under internet connection IPV4 it doesn't seem to have anything about yes it's the connect above it connection type has something but it said automatic configuration DCP but on save internet address there's nothing okay okay. Okay. Okay.
27:00
Speaker 2
Yes, Internet connection IPv4, is there an Internet address? [silence] It's a blank. [silence] Okay, just press okay from that screen. [silence] Now go to connectivity, [silence] then go to Internet settings, [silence] and then look for Mac address clone, enable that, check the box, and then click clone my PC's Mac.
27:00
Speaker 1
Okay. Sure. It's A as in apple four B B six D as in dog four D as in dog six six one, three. [silence] Okay, it stops spinning, but it housing.
28:00
Speaker 2
All right. Uh... can you tell me the numbers, please, on the boxes? On those boxes. Okay, now click, uh, fly. And then OK. [silence] OK. [silence] OK. [silence] Eh... And then we should be good. [silence]
28:00
Speaker 1
still open. The, the links is blinking blue Press OK. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yes, it is. Sure, it's Tuesday, four, nine, nine, point four, seven, dot one three six. There, you go, press OK. Okay. Thanks.
29:00
Speaker 2
okay okay now just press okay yeah press okay all right now go back to troubleshooting again and then click report now check if there's an internet uh address under internet connection IPv4 alright can I have it please ok very good so that just means um that's a good thing actually because that means your link
29:00
Speaker 1
[silence] Okay, yeah, I've gone to the Macy's website. Oh. Yeah, I do want it to be something I know what's going on. Okay? [silence]
30:00
Speaker 2
This router is now communicating is not communicating is now communicating with your modem. So now please check if you're able to go online. So just press OK. Try to open another window or another tab. Try to go to any website. OK. All right. That's very good. Now, would you like to personalize your network, sir? Would you like to change the name since right now it's still on the default name? OK, so kindly go back to the blue page to the to the Linksys Smart Wi-Fi tools page, kindly go back there. And then [silence]
30:00
Speaker 1
Okay. So, put my name, do I put it, I mean, like, just write it together, do I put space in between the, should I put the whole name, first and last? Oh, it doesn't matter. Okay. So, under 2.4, I'm going to put Ali and then 2.4 next to that. Okay. So, four, the, the,
32:00
Speaker 2
your name and then you put two point four at the end. Okay. So, uh so we would be able to tell which one is the two point four and which one is the five gigahertz. Um you can? yeah it doesn't matter actually. Sir. Okay. I don't know. Um, uh-huh. Yes, sir. Then you can also set up your uh Wi-Fi password. So you may use the same Wi-Fi password for each band, okay? That's fine.
32:00
Speaker 1
I need to put the Wi-Fi name in the 2.4, the 5, and the 6. And just change each one to indicate 5 and 6 and 2.4. And so the Wi-Fi password, does it, each band will have a different password? Okay. Okay. Let me see here. Passwords are such a chore. Uh, let's see here. I wanna make
33:00
Speaker 2
Yeah, that is correct. You can use the same Wi-Fi password for each fan ter.
33:00
Speaker 1
Okay, so I've named each band and I put the password in each one. Yeah, that's true.
34:00
Speaker 2
Okay, so, you may take a photo of the settings. you'll have a copy cuz you might forget it. so just to make sure that you take notes or you remember.
34:00
Speaker 1
[silence] [silence] So I answer yes to this, you're updating wifiSettings? [silence] Ahjeet. Clear. [silence] pick a photo of that. [silence] And I think so yes, I want to continue. [silence] Appling changes, click okay to that. [silence] And I'm waiting.
35:00
Speaker 2
remember all the settings, just take a photo of that. All right. Now you may click apply and then okay. Yes. Yes, sir.
35:00
Speaker 1
Okay, so now do I click OK now on the Wi-Fi settings box I was on? Okay, let's say I... yes. I see, I see Ollie 2.4 and Ollie 5. I don't see the six. Should I see the...
36:00
Speaker 2
Yes, you may press OK on that one, sir. And then since we've already personalized or customized your Wi-Fi settings, you may check your wireless devices like your phone and your other wireless computer. So just go to Wi-Fi and check if you can find your network there. Yes. Okay. So you may select, yes, because not all devices are can have.
36:00
Speaker 1
Oh, okay. Okay. Okay. Okay. [silence] Okay. Click marked by it so I guess that means it's connected. Okay, let's see. Okay, yeah, it's, it's online.
37:00
Speaker 2
yes now check if you're online just try to open any website [silence] okay that is online okay very good that's very good sir so yep just do the same thing on your other wireless devices
38:00
Speaker 1
Okay, so now, yeah, I do have, we got, we got a ton of, we got a ton of devices to change. This'll have to go in and change, well, because we've changed the name of the network, I have to connect to that. And you said five is where typically, you recommend, okay, if I, okay, so if I have a device that shows the six with that, should I connect to that, or just stick with the five? [silence]
39:00
Speaker 2
So just take notes again of the wireless settings? Because you need that if ever you need to add another wireless device in future. app. Five gigahertz will uh uh give you fast um lag-free performance. Yes, yes. If it, if it uh actually uh if it supports the six gigahertz then Yes sir.
39:00
Speaker 1
Okay. Yeah, this device that I'm talking to you on supports the six. it's probably the, Okay. Yes, it's the only one. The other ones probably gone, for sure. Okay, so I'll have to go in and reconnect. So then everything that we, so now it's saying everything will have to be changed. Okay. Everything has to be re you Right. Okay. Yeah. Just, I just put in the password and let me see. starting with
40:00
Speaker 2
You can't choose the six. For newer, if it's a newer device, yeah, for newer devices, it supports six gigahertz. Yes, you need to reconnect some. Well, all you have to do is just to put in the password.
40:00
Speaker 1
This one that I'm talking to you on. Okay, so it did connect. All right, so I have to go in and put the password in on the others and then my wife isn't at home with hers, so when she gets home, I'll let her do that with that. Okay. So, Yes, it connected. Okay. Well, I I must say, I'm very thankful for your help and very appreciative of your guiding me through inTranscribe this audio from the left channelOutput only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
41:00
Speaker 2
Okay. All right. So everything is actually set up now on the router, sir. So with your wireless devices, all you have to do is just to connect to it. You're very welcome. Yes, you're, you're actually, yeah, you're easy to, you know, you can follow instructions easily, so it's not hard for me to, like, yeah, give you instructions, so you're good. Okay. All right, so thank you so much for your time and your patience working with me, sir. [Ali] So, let me just close this session and, uh, let me give you a ticket number as well. So, please take note of your ticket number.
41:00
Speaker 1
"so, can I ask you why, this happened, I mean, did any reason, I mean, does this just happen from time to time or what, do you know why this?" [silence] "Well the weather, the weather was, the weather's really good. Um, I mean, you know, no, it hasn't been bad, but what I did hear was that there was an outage with Comcast. I wasn't home and somebody said that there was an outage or something."
43:00
Speaker 2
Yeah, actually, the router, as long as there's no power outage, or no updates or no changes from your internet provider, it's not going to affect your connection. Well, did you experience any power outage or is there any like your, how's the weather? Is it is it, did you like experience any bad weather or, oh, okay.
43:00
Speaker 1
With them, so maybe that's, maybe that had something to do with it. But, you know, I've had, but I've had, we've, but we've had those before and not have, to have gone through what you walk me through. Oh, okay. Well, I must say I'm, I'm highly suspect of, of, of my, my internet provider. Much as I appreciate the service that's been good, I just think they've been trying to get me out of my router and to what they want me to be in and I don't use, I don't use either one of their devices because I don't want them to be, to be able to use
44:00
Speaker 2
Yes, that would really affect the router connection, sir. An outage is the number one cause why we lost connection, why the links is lost connection. [silence] Well, there are cases that the router won't be able to get the connection back, because, yeah, there are cases that the router won't be able to get the the the signal from your modem. That's the reason why we need to do these things. Yes. Oh yeah. Most of the internet providers do that. Yeah because they wanted their device as you know they wanted to sell their device. They wanted their own device. Yes. Okay. All right. Well, thank you so much for your briefing [silence]
44:00
Speaker 1
Okay, my phone number? Okay, great. So what was the ticket number I didn't think you were going to give me? Uh huh. Is that zero zero? Uh huh. Uh huh. Six nine eight. Okay. So that's LTS zero zero one three four six nine eight. Okay. Okay. Well, thank you. Goodbye.
46:00
Speaker 2
Time in, in your patience, or you can always give us a call back if you need help. And just give us your phone number, because we've already created a record for you here. Yes, we've already had your phone number here, so we just created a record. Okay, sorry. The ticket number is LTS, that's Lima Tango Sam, 0-0-134-698. Yes, 0 0 134698. Yes. Yes, that's correct. All right. So thank you, Ollie. Thank you for your
46:00
Speaker 1
All right. Thank you. Thank you for your patience as well. All right, you too. Bye-bye. [silence] She was good. [silence]
47:00
Speaker 2
time. Yes, thank you for your patience as well. Thank you. Have a great night, Sir Clarence. Bye.
47:00