V2 Rubric Detail — c1edd38c-793d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:22
Duration
44m 4s
Contact
Cheri Lozano
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135948
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall57.8% (+29.8)

V2 Grader Summary

The agent successfully guided the customer through a factory reset and basic router setup, confirming internet access on a mobile device. However, the agent provided a materially incorrect IP address and incorrectly attributed streaming buffering to subscription issues rather than network performance factors defined in the KB. The primary issue regarding the TV's performance remained unresolved.

V1 Case Analysis

Customer (Sherry Losano) unable to connect Samsung TV to Linksys E5450 router. Phone confirmed internet access, but TV remained offline. Agent provided incorrect IP address (192.1.168.1.1) and did not troubleshoot TV-specific issues. No resolution or follow-up set.

Troubleshooting Steps
  • Confirmed serial number.
  • Guided customer to connect phone to Linksys Wi-Fi using SSID/password from router label.
  • Instructed to open browser and navigate to 192.168.1.1 (incorrectly stated as 192.1.168.1.1).
  • Verified phone could load YouTube, indicating internet connectivity from router.
Key Observations
  • Agent provided an incorrect IP address (192.1.168.1.1) at [07:00], which is invalid and would prevent access to the router's web UI.
  • Agent failed to verify the correct router model (E5450) despite customer correction at [05:00].
  • No warranty or eligibility check was performed despite the customer providing a serial number.
  • Call lacked a clear closure plan; no escalation, callback, or follow-up was set.
  • Agent did not troubleshoot TV-specific connectivity issues (e.g., DHCP, Ethernet, signal strength).
  • Customer repeatedly confused address bar with search bar due to unclear instructions.
Positive Highlights
  • Agent eventually confirmed internet access on the phone via YouTube.
  • Agent remained patient despite customer confusion.
Agent Errors / Gaps
  • Provided incorrect IP address (192.1.168.1.1) at [07:00], preventing router access.
  • Failed to verify the correct router model (E5450) despite customer stating it clearly.
  • Did not collect or confirm warranty status or eligibility.
  • Did not troubleshoot TV-specific connectivity issues (DHCP, Ethernet, signal strength).
  • Gave confusing instructions about address bar vs. search bar, causing repeated customer confusion.
  • Did not schedule follow-up or escalation despite unresolved TV issue.
  • Did not differentiate between router admin password and Wi-Fi password, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports TV buffering/stalls after call; agent never confirmed TV connectivity or resolved primary issue.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through factory reset, Wi-Fi password lookup, correct browser access (192.168.1.1), and phone-based internet verification — logical sequence confirming router functionality.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting for new setup issue without dismissing based on warranty; appropriate for customer needing onboarding help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (TV not connecting/streaming poorly) and confirmed internet via phone, but did not ask about TV model, connection type, or other devices — limiting root cause analysis.
T2 Met Appropriate tools / resources used conf 92%
Used correct tools: factory reset, local web interface (192.168.1.1), Wi-Fi password from label, browser-based testing — all appropriate and necessary for initial setup verification.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect IP address ('192.1.168.1.1') causing confusion; dismissed streaming 'stalls' as subscription issue contradicting KB which identifies placement, interference, and device load as primary causes.
Communication
C1 Partially Met Clear & professional language conf 84%
Call lacked strong framing and had silences, but agent persisted through confusion, redirected to task, and maintained goal orientation despite challenges; regained control after initial disarray.
C2 Partially Met Confirmed understanding conf 82%
Agent used some technical terms (e.g., 'setup wizard', 'interface') without simplification, but repeated instructions in different ways and confirmed actions — showing effort to adapt despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and continued troubleshooting until a partial outcome was achieved; stayed engaged despite communication difficulties.
O2 Partially Met Proactive follow-through conf 85%
Agent instructed customer to complete setup and test on phone, but did not establish clear next steps for TV issue or offer follow-up; left customer to self-diagnose remaining problem.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was within L1 scope (router setup and basic connectivity).
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 83%
Agent showed no explicit empathy statements, but remained patient through repeated confusion and technical hurdles; did not become dismissive or frustrated despite challenges.
X2 Partially Met Tone & rapport conf 81%
Agent adjusted phrasing when customer struggled (e.g., clarifying address bar vs search bar), though pacing was uneven; showed responsiveness to customer’s state despite accent/ASR barriers.
X3 Partially Met Overall experience conf 80%
Customer had to repeat steps due to browser navigation issues and password entry problems, but agent eventually guided them past obstacles; some effort reduction occurred after initial friction.
Call Transcript78 turns · 80 lines
Speaker 1
Yes, good morning. My name is Sherry and I'm a customer of Liberty and I, they told me I had to buy a, a router and they're showing that my router is not connecting with my TV. And they said for me to call this number and you guys would help me.
00:00
Speaker 2
Welcome to Links and Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Links and Support. This is Ice. How can I help you? [silence] Let's see. Can you provide me the serial number?
00:00
Speaker 1
What is the Okay, the serial number. Here it is. Hold on. It is going to be SN 61W10M 27F 05 868. Correct. Yes. And I have it plugged in. Go ahead. Right. Because they came in and they uh installed a Sorry, I let me look it up. Uh maybe in a second. It's connected to to the output devices. Uh go to Preferences. Set up my speakers and other audio devices. OK. Do you hear it now? Uh Correct. Even in your sounds. Not sure. Uh just uh Use that. Uh OK let me give it a try. I don't know. Um Going back to um to see if it pops up on my computer. Um Yeah my laptop. Are you home today? I'm sorry? Wait a minute. Can you speak English? Uh huh. What is your name? Okay. Thanks bye.
01:00
Speaker 2
Yes. So I repeat again the serial number is 61 W for white 10 and for might 27 F for Fox 0586 and eight. Is that correct? All right. So you just bought this uh lynx software.
01:00
Speaker 1
um but internet broadband i guess here to the house and then they said oh you have a router for this right and i'm like no i said no don't they supply it and they said no you have to go buy one so i went and i bought this link one i called them and they said that i had to call you and you guys had to tell me how to get it to link up with my tv i just have one is this for one one router one tv that's it sherry losano no no no c as in charlie
02:00
Speaker 2
I'm see. Can you tell me first. How many links this router you bought? Is it just one? No? Alright. Okay. I'll create first a record for you ma'am. What is your name again? Gary S. Sen S. H. E. R. Y
02:00
Speaker 1
H E R I yes yes L O Z your number and a N O give me my first name Sherry, E H E R I the number seven-five-eight at aol.com yes liberty
03:00
Speaker 2
All right, Yo- Jerry. S-H-E-R-I. and your last name? Losano. L-O-Z-A-N-O- All right. Thank you, Jerry. What about your email address, Jerry? All right. I'll repeat again. Your email address is Sheri75. # 184 and a AOL.com. All right. Thank you, Jerry. And may I know who's their internet service provider? All right.
03:00
Speaker 1
[silence] do I need to have my TV on because I don't have my TV on right now. Does the TV need to be on? [silence] Okay. Okay. [silence] I didn't understand.
04:00
Speaker 2
All right, uh, give me a moment, Cherry, as I check on our system with regards to your router. Linksys router, because, Mm-hmm. Uh, yeah, go ahead. That's fine because we need first to check if your router was set up properly before we can connect your TV. Alright, so the model number of your Linksys router is L-N3101.
04:00
Speaker 1
Model Model Number says e five four five zero. that's what that that's my okay, because that's what on my machine. Yes. Yes, I did. Yeah. Yes. I'm looking at it says bright yellow letters internet.
05:00
Speaker 2
And the model number of your Linksys router is LKN3101. That's the model of your Linksys router. Yes, that's the other name or model number of your Linksys router. So, it's correct. All right. So, I need to know Cherry if you have already plugged in your Linksys router to your Liberty modem or internet box or all right. And you make sure that the cable plugged in to your Linksys router is the internet part. The one that...
05:00
Speaker 1
No, I don't. I have my phone and I have a TV. All right, hold on one second. All right, I'm on my Chrome. What do you have me look up? Uh huh. I'm
06:00
Speaker 2
Okay, that's good. Since you're already connected your Linksys router to your Liberty internet box or modem, I need you to open a browser. Do you have a computer? All right. Okay. We can open your phone and I mean, we can use your phone and open a browser. All right. I need you to type in on the address bar 192.168.
06:00
Speaker 1
right alright I hit go and it's all right hold on a second because it's telling me I i'm on airplane mode but I I I know i'm not on airplane mode I'm just double checking right now. all right, So I don't know why it said that but I'm going to do it again. read those numbers to me again. 192.168.1.1. it says okay try turning off air I'm just I'm trying to tell you it says turn off airplane mode and try again okay [silence]
07:00
Speaker 2
192.1.168.1.1 that one. Yes, hit enter, and then it will prompt the setup wizard, so it should begin automatically.
07:00
Speaker 1
so it's a lair.Turning off airplane mode, which is not on, turning on mobile data or Wi-Fi, which is on, checking the signal in your area. Says err internet disconnected. Yeah, it's like, it's the regular wide box that they gave me, and he had everything hooked up. It's plugged into my my outlet. He plugged everything in for me. The only thing he left unplugged was the yellow one that goes to my router and not plugged into the internet. So everything is plugged in correctly, but it's not showing me that I have router service.
08:00
Speaker 2
Okay, so can you check if you have properly plugged in your linksys router to your liberty modem? Okay, let's try to do a [silence]
08:00
Speaker 1
All right, hold on one second. I have a reset button. You wanna push that reset button? On the bottom? All right, hold on one second. Jimmy. Jimmy. I can't hear her. What? I can't hear her. Okay, I pushed it. All right. And hold it for how long? Okay. Done. Now what? [silence]
09:00
Speaker 2
Yes. Okay, press and hold the reset button for about ten seconds. All right. And just wait for your router to repot back to default. Uh, go to your phone Wi-Fi setting and then look... Yeah, go for the list of available Wi-Fi networks and check if the Wi-Fi name of your router is listed on it. So the Wi-Fi name of your router is indicated at the bottom of your router on its product label sticker. it could be linksys followed by numbers. So try to look for that Wi-Fi name. Okay, so can you check if that is... if that is the correct Wi-Fi name?
09:00
Speaker 1
it's asking me for a password I don't have a password for this. Right? Okay, it doesn't say password. What what am I looking for? for the password? Oh, there it is. Okay. I found it. I'm sorry. I know. I know. I know. I know. doubt I'm waiting for it. Okay. now it says we're connected.
11:00
Speaker 2
You can look at the bottom of your Linksys router, as I've mentioned. The Wi-Fi name is at the bottom of your Linksys router on its product label sticker, and the password is also there. Hmm. Make sure to type correctly the Wi-Fi password. Hmm.
11:00
Speaker 1
[KEEP_UNCERTAIN] Okay. I guess it's thinking cause it still has it tap the Deto to play turn off okay it brought up a Google page router network admin it has Once it router network 1 1 9 to 1 68 1 1 68 dot 1 dot 1 login admin. And then it says there's another one.
12:00
Speaker 2
That's good. Now I need you to go back to the web browser you opened. Uh, type again, 192.168.1.1. And hit enter. Let's see if we can, uh, log into your router's interface. Okay, it should be... Pardon? Okay, so it's...
12:00
Speaker 1
Okay, go ahead. [silence] There's three of them. I don't know which one I'm looking at. [silence] There's both羚nlog with uh admin, and then there's one that says uh, the 192.168.1.1 host. So there's two admin and one host. [silence] No, it doesn't.
13:00
Speaker 2
So, uh, okay, what does, uh, one option is to login with admin, the other is... That's true because usually once you, um, type in the 192.168 you will be routed to the setup wizard, which says, let's get started.
13:00
Speaker 1
Say anything like that. [silence] Now, I'm going to just hit the router network and see [silence] here. Yeah, hold up. [silence] Okay, now I'm opening the new one, punching the number again. [silence] 192.168.1.1 [silence] Okay. [silence] 192.168.1.1 now I have a couple things that come up. I have the number comes up twice, like one and then another one with a world in front of it. And then I have another one that has a world in front of it and underneath it, it says winemploy. [silence] winemploy.
14:00
Speaker 2
Can you can you close the tab, close the tab, and open a new tab? Yeah. 1-92.168.1 that hit enter. So, 192.168.1.1. Yes.
14:00
Speaker 1
Do I pick the router network or do I just pick up the 192.168.1.1. Okay. Now that one says login, that one says login admin security service as open. It says you can trust your service and then it says contact us and that's about it. There's nothing about let's get started it just says service you can trust. It's got about a secure. That's the wrong one that's yeah. The search bar. The search bar.
15:00
Speaker 2
click on the router. Try to click on the router network. [silence] where did you type in the one nine two? Is it on the address bar or the search bar? [silence] where did you type the one nine two? [silence] you you should not type it. You should not type it on the search.
15:00
Speaker 1
all right hold on hold on hold on okay give me just a second all right hold on one second yeah
16:00
Speaker 2
But you should type it on the address bar at the very top of your screen, okay? Where you type in the URL, once you open the Chrome browser, you will see www.google.com. That is the address bar. That's where you type the 192, okay?
16:00
Speaker 1
Yes, hold on. I was just trying to get back to a search bar. Right now it's just giving me the search, um, oh God. Let me look it up again. It's like, well, right. Okay. I found it. It opened. I found it. Oh. Now do I have to do the www or no? I don't. . what's that? One, nine, two. Dot. One, six, eight. Dot. One. And it and it and it goes right to the same. It says tap the Dino to play. Try. Turning off your airplane mode, which I do not have on. Turning on your mobile data or Wi-Fi.
20:00
Speaker 2
Hello Terry. The search we thought. Oh as a yeah. No, just 192.168.1. Yes, hit enter and automatically the setup wizard will prop will open. [silence]
20:00
Speaker 1
Toby which is on check the signal in your area I have a signal in my area nothing's coming on let's get started. All right let me check right now. Right I'm I'm I'm all right I'm checking right now I am yes okay I am connected but it wasn't so let's do this again. All right hold on I got to find me. Yeah I got to I got to find me.
21:00
Speaker 2
um did you check your phone if it's connected to the Linksys Wi-Fi name? because you have to be connected. you have to be connected to your Linksys. and can you um turn off your mobile data because you are trying to connect uh to your Wi-Fi and the Wi-Fi and the Wi-Fi name should be the Linksys. okay?uh
21:00
Speaker 1
All right, I'm just trying to get into my settings to turn off my data. All right. So, which one? Okay, I have cellular data? That one? It says celestial data is off.
22:00
Speaker 2
You have to turn off your cellular data because you are going to connect to Wi-Fi. So, only turn on. Okay. So, turn off your airplane mode, turn off your cellular or mobile data. And then just turn on your Wi-Fi. Once you turn on your Wi-Fi...
22:00
Speaker 1
. Hold on. I'm just double checking. The password. [silence]
23:00
Speaker 2
Select the Linksys Wi-Fi name, your Linksys router Wi-Fi name, connect to that. So make sure it is the Wi-Fi name of your Linksys router, and you type in the Wi-Fi password of your Linksys router. Okay?
23:00
Speaker 1
Okay, so I got you this page where it's asking me for the 2.4 G H the network name. that's on the bottom of my router. Hello? Yeah, that's yeah, the 192.168 one one, the link, so which is my password, and then it comes up with Wi-Fi setting, is asking, can you personalize your Wi-Fi network by changing the network. And if I don't just cancel it, if I want to, Yes.
24:00
Speaker 2
Okay, did you type in the 192? Okay, yes. Okay, that, uh, page, Jerry, it's up to you if you want to edit the Wi-Fi name of your Linksys router. If you want to change it, if you don't want to change it, if you want it to stay the same. [silence]
24:00
Speaker 1
It's either back. Okay, or next. Okay, we'll just hit next. Now it's on. Okay, but now now it's asking me for a passcode, shouldn't I say cancel? It's asking me for it's asking me for network name. Network the GHV password, the network name and a GHV password. I don't want to do any of that. You said hit next. And it goes and it goes back to the same thing. It goes right back to the top asking me for a password.
25:00
Speaker 2
mentioned. Then just uh proceed. Click next. Next, if you don't want to change. What does uh it actually ask for? Does it ask for a wi-fi password or a router password, admin password? Yes, just hit next if you don't want to change. Okay, can you uh specifically state what password is it asking? Because it may be asking for a router password. [silence]
25:00
Speaker 1
[silence]
26:00
Speaker 2
Okay, you need to type in the password. Yes, you need to type in, because it's trying to confirm if you're going to use the same password for the two point four. If you don't want to change your Wi-Fi password, then just copy what's on the password.
26:00
Speaker 1
Okay, we're all right. This isn't no, this is not working, hold on. It won't let me type it in in the lowercase, that's what I'm letting you know. All right, got it. Hold on. Okay, okay, I'm doing it, I'm doing it.
27:00
Speaker 2
Okay. Just type in. It's usually the normal when you first type in, the letters will come out in a capital. You can type it in a lowercase. Your phone has a way to, to select a lowercase. Okay. So, you can select on your phone to type in upper case or lower case. So, you can select the lower case.
27:00
Speaker 1
I'm doing it well that this now it's asking me for the next it's asking me for a network the network name all right so I'm repeating it again as what it's asking me to do repeat now I'm not gonna change it I'm not what no I'm not yeah.
28:00
Speaker 2
So make sure that that Wi-Fi password is okay, so since you don't want to change, then just copy what's the Linksys router's Wi-Fi name since you don't want to change. Yes. Because you don't want to change your Wi-Fi name, you want it to stay. All right, then just copy what's the Linksys router's Wi-Fi name default.
28:00
Speaker 1
Exactly. I got, I got that. [silence] Okay. Oh my god. [silence] I did, hold on, hold on, hold on. It asked for an next now it's asking for the password again. [silence] All right, now it comes up with, here's an assembly of your settings. I have the network name.
29:00
Speaker 2
Sure, you copy it out, uh... If it's pipe, yes. Mm-hmm. And then click "Next" once you're done typing in.
29:00
Speaker 1
The password, the name, the password, it all matches, it's all the same. And now I hit save. Oh my god. Now. Now it says connect to your network. Use the wireless menu on your computer or device and the settings below to reconnect. So. I'm on, I've been on my phone. Okay,
30:00
Speaker 2
Yes, just click Next. okay go back to your phone and then connect to your phone Wi-Fi settings and check if you're still connected to your Wi-Fi name. So, since you didn't change your Wi-Fi name then check if you're still connected to the Linksys Wi-Fi name.
30:00
Speaker 1
And it says no internet connection on the link C 0586 8. It says no internet connection. Okay I'm there it's Link see is Link see 0 5, 868. Yes. Link C.
31:00
Speaker 2
OK. Then go back to your, OK. Mm-hmm. Go back to your, the interface, the one you opened on the browser. And then, check, check what is the Wi-Fi uh name on your 2.4 network name. So, it's the same as the one you're connected to.
31:00
Speaker 1
05868 and it says no internet connection. [silence] Yes, I did save them. [silence] All right, give me just a minute. [silence] I am. I'm just I'm getting it a couple of second. [silence] Okay. It says I'm connected. Didn't come up with no internet. [silence] [silence] [silence] Unsure what you mean by that. [silence]
32:00
Speaker 2
Sure. Okay, okay, did you save the Wi-Fi settings? Okay, try to turn off your Wi-Fi on your phone and then turn it back on. Just turn off and then turn it back on so that it will refresh.
32:00
Speaker 1
say that just as I'm connected. Okay. I have it open. No, I did not. Hold on. I don't know what I just did. It is. I know. I accidentally hurry it up.
33:00
Speaker 2
Okay. Okay, that's good. So, go back to the browser you opened, the one that, that shows. Okay, and then it should prompt you to click next, since you're already connected to your Wi-Fi name. Make sure your phone is connected back to your Linksys router Wi-Fi name. Okay, then, go back to the browser, the one you opened. one nine. Two dot, uh, Because the
33:00
Speaker 1
I accidentally closed it. Now I'm trying to get back to the address bar and it's not letting me back to the address bar. Hold on, I'm trying to put in, I just had to get to the address bar, so
34:00
Speaker 2
OK. Yeah. OK, then just type in 192.168. [silence] Are you on the page now?
34:00
Speaker 1
It it it it's asking for my email address. It's asking me for my email address. Got it. I got it. All right. The information you're about to submit is a secure because this form is being to send anyway. Tell me to please wait a second. Okay, so you're now connected ti
35:00
Speaker 2
Email address. [silence] You could actually click next and that or skip. [silence] You can skip that yeah. [silence] Once you skip or then it's done or the setup is completed. [silence] Stand anyway. [silence] Because that should be the
35:00
Speaker 1
the internet and we'll say done [silence] all right So now I can turn on my TV and it should work right [silence] huh [silence] all right [silence] I'm checking right now. [silence] yes I am. [silence] on my TV on my home
36:00
Speaker 2
Yeah, done. Once you click done, then the setup is finished. Okay, before that, check first on your phone wifi setting, if you're still connected to your Linksys wifi name. Are you still connected? Okay. I need you to open a browser, YouTube or Yahoo.com. On your phone, on your phone because we need to check if there's really a
36:00
Speaker 1
Okay. So I. I put in YouTube. Just hit go? It's not, but the thing is, is it's not letting me go to the address bar. You know what I mean? It's taking me back to the search bar. All right. Let me put it up here. Hold on. Hold on. All right. All right. I did. I'm watching a video right now. [silence]
37:00
Speaker 2
and internet coming from your Liberty modem. Yes, just go. And let's see if YouTube works. Place some videos if you can, okay, then on the search bar, just type in YouTube. Once you type in YouTube, there will be some search result, then just click on that YouTube site. okay, that's good. It means you're connected and online. So you have
37:00
Speaker 1
Okay. My problem, my whole problem is, is that it doesn't work on the TV. [silence] Brand? [silence] Oh, shit. [silence] I don't know. [silence] Hold on. I don't know. [silence] I don't know. [silence] Hold on. [silence] I'm trying to [silence] I'm going to go to my settings on my TV and make sure it picks my [silence] login, my network. [silence] I don't know.
38:00
Speaker 2
Okay. Internet, your Linx's router was successfully set up. Now. yes, so now we will go on your TV, uh, turn on your TV. By the way, what's the brand of your TV? Yeah Is it, is it Samsung? Is it Oh. Is it Sony? Is it LG? Is it TCL?
38:00
Speaker 1
I'm trying to find out. oh my gosh. I'm looking, I'm trying to look on the TV to see what it is. it's a Samsung. it's a Samsung. I've already done that. It's asking me for the password. So I have to write it down because I don't know it by heart. [silence]
39:00
Speaker 2
it's times okay that's good now okay now once you turn on your TV go to your TV settings the Wi-Fi look for the Wi-Fi turn it on then it will show the Wi-Fi turn it on then it will show a list of Wi-Fi settings okay select your home Wi-Fi okay connect on it We will sign in okay enter the password what's the password of okay 12345678 okay click on connect I have to show it from it can you click on it from it can you download okay after it's when I can punch it from it can you download it this will take a few seconds fine whatever the screen is showing have showed the device what the 3019 what that's a status status code okay Wi-Fi password is incorrect turn it on this screen will take a few seconds so I have to finish out that you're done the list manually change to be just search for it and see it's generally doing again yeah works on the system dress the the the kitchen when okay yeah it is as it is working just nothing what Wi-Fi are you trying to connect to just search for it and see [silence]
39:00
Speaker 1
Yes, I did. That's what I'm trying to do, I have to write it down because I don't know it by heart and my router is not by my TV.
40:00
Speaker 2
Okay, so I need to confirm, Sherry, did you connect to the Linksys Wi-Fi network? Okay, that's good. So you just need to type in the Linksys Wi-Fi password. Uh-huh. Yes. [silence]
40:00
Speaker 1
Okay, the problem that I was having is that the, when I go to watch movies, it, it stalls out for like five, 10, 20 seconds. So I'm watching a movie and then it's like dead. And then.
41:00
Speaker 2
So once you connect your link's Wi-Fi name, I think your TV will have access on internet.
41:00
Speaker 1
30 seconds later, it starts up again. And that's very annoying, so that's what I want to make sure is working when I have my - that's why I did this whole thing, so I wouldn't have this issue.
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Speaker 2
So your router is working fine, Cherry, because we already opened a browser, a website on your phone, YouTube and you were able to play videos and your internet also is good. So on your TV you just have to make sure that the site you're opening is something you have subscribed on. Because maybe there's a subscription on that site you're watching. Like if you're watching on Netflix or Disney Plus or Prime Vivo, whatever. screening platform you're using, you have to make sure that your subscription is fully paid. Yeah. But I think you can just open YouTube on your TV. Mm-hmm. Yes. Because if it doesn't work, then it could only mean that it's an issue with your TV connection, because we've already set up your Linksys router, and it was good. It was okay.
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