V2 Rubric Detail — c5b49aec-5fa6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:48
Duration
82m 15s
Contact
William Huffman
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132108
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - unable to open WebUI
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership3.21/5
EscalationN/A
Customer Exp0.00/5
Overall29.5% (-4.5)

V2 Grader Summary

The agent maintained case continuity and attempted some troubleshooting but failed to resolve the issue, provided inaccurate technical information, and did not adapt to the customer's emotional state or reduce effort. The interaction ended without progress on splitting WiFi bands, resulting in a partial resolution.

V1 Case Analysis

Customer unable to access MR8300 admin UI (blue screen) and wants to split 2.4/5 GHz bands. Agent processed $15 paid support, attempted browser/app access with incorrect URLs, and failed to resolve. Ticket LTS00132108 created for callback under paid support.

Troubleshooting Steps
  • Attempted access to http://myrouter.local and http://192.168.1.1 via Chrome and Edge (normal and incognito).
  • Cleared browser cache and history.
  • Guided customer through Linksys app login, recovery key entry, and router password reset flow.
  • Verified router LED status (solid blue).
  • Attempted access using invalid URL paths (e.g., '/UI/local/dynamic/index.html').
Key Observations
  • Agent processed payment before any troubleshooting, violating protocol.
  • Agent continued collecting card details after stating recording was paused, creating a compliance risk.
  • Repeated suggestion to use HTTPS for local access is technically incorrect and misleading.
  • Suggested appending '/UI/local/dynamic/index.html' to the IP is not a valid or documented access method.
  • Customer declined factory reset, limiting options, but no alternative troubleshooting was offered.
Positive Highlights
  • Correctly identified device model (MR8300) from customer record ([26:00]).
  • Captured customer contact information and created a follow-up ticket (LTS00132108) ([25:00], [81:00]).
  • Attempted multiple access methods including different browsers and incognito mode ([33:00]-[43:00]).
  • Guided customer through app-based recovery key and password reset flow ([68:00]-[72:00]).
  • Maintained polite tone despite customer frustration and technical dead ends.
Agent Errors / Gaps
  • Processed paid support payment before any troubleshooting began ([27:00]-[31:00]).
  • Failed to collect serial number or verify warranty status despite discussing paid support.
  • Continued to collect card details after stating recording was paused, violating secure handling ([28:00]-[31:00]).
  • Repeatedly instructed customer to use HTTPS for local router access, which is incorrect and causes 'connection not private' errors ([34:00], [36:00], [40:00], [55:00]).
  • Suggested invalid URL paths like '/UI/local/dynamic/index.html' which do not exist on MR8300 ([38:00], [50:00]).
  • Did not recognize that the Linksys app already showed router online and Wi-Fi active, missing an opportunity to confirm basic functionality.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer wanted to split 2.4 GHz and 5 GHz bands but the call ended with only a ticket number and no configuration change or resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent tried different browsers, cleared cache, and suggested a factory reset, but did not perform basic steps like power-cycling the router or checking firmware version.
R3 Not Met Correct resolution path conf 95%
Agent offered paid $15 support and a factory reset instead of guiding the customer through the correct process to split bands using the app or web interface for MR8300.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (blue screen redirecting to support page) but asked few diagnostic questions and did not determine root cause such as firmware or configuration issues.
T2 Not Met Appropriate tools / resources used conf 94%
No remote session, log capture, or admin tool was used despite repeated UI access failure; only browser-level attempts were made without leveraging available tools.
T3 Not Met No misinformation conf 96%
Agent stated 'A device can only detect like 5 GHz,' which is technically incorrect — devices can detect both bands; this misinformation could mislead the customer.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent kept the call moving and used holds appropriately, but failed to set clear expectations at the start and allowed long unexplained silences.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical phrasing (e.g., 'HTTPS colon forward slash') without simplifying for a frustrated, non-technical customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent pulled prior record and processed payment, showing ownership, but abandoned resolution path by not completing troubleshooting or offering valid self-help steps.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a ticket number and said customer could call back, but gave no realistic timeline or actionable next steps to resolve the core issue.
O3 Met Closure confirmation conf 97%
Agent referenced prior call, used customer’s name, email, phone number, and correctly identified device model (MR8300), maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — this was a configuration issue resolvable at L1 with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration, repeated contact, or fatigue; no empathy statement was made despite clear signs of distress.
X2 Not Met Tone & rapport conf 92%
Agent maintained a formal, technical tone throughout despite customer’s informal, overwhelmed demeanor, failing to adapt communication style.
X3 Not Met Overall experience conf 94%
Customer repeated steps across browsers, sent multiple screenshots, cleared cache, endured long holds, and reinstalled app — all increasing effort unnecessarily.
Call Transcript97 turns · 112 lines
Speaker 2
Welcome to link's support. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting registerlinksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, please have your devices 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.
00:00
Speaker 1
oh hey mom also am i good to go to the movies tomorrow with my friends Mac Caitlin Caterina and Riley they're throwing me a little impromptu birthday and they're treating me to uh going to see the movies oh no it's a Thursday huh yeah Dad, mom is beading the garlic bread again. If these Wi-Fi people don't pick up, I'm gonna scream. Wouldn't the automated thing say like, "we are closed." 12 to 12, Monday through Friday. [silence] Um, oh wait no, um, the phone number is available 8 a.m. to 11 p.m. eastern time. Yeah. Um, that's still Monday through Friday. Oh, they probably see it's my phone number and they're like, here he comes again. They're calling back again, because they knew that I had called before. They were like, I did is this your first time being helped today? And I was like, no, it's not. And they were like, okay, hello. Can you verify your name? And I was like, William Huffman and they were like, and then I said my email address, and I said, yes, that's me. So they knew I existed. I'm They're they're drawing straws right now. Um, hopefully it's an English person this time. Essentially, my LED lights are capable of doing a bunch of really fun things if we can get them attached to Wi-Fi, but they're not compatible with 5 GHz network bandwidth, which is what our Wi-Fi router currently supports according to my Xbox, and what it currently is. Novel Wi-Fi, that's what it is. And according to the internet, I should be able to go onto the web user interface online and just click split bandwidth cuz they're currently a joined bandwidth, currently, and I just have to click split bandwidth and then it should let me name it instead of for the 2.4 GHz band and then the 5 GHz band. Long story short, the internet's not doing what the internet's supposed to be doing. So I called them and I was like, this is my issue, how do I fix my issue? They were like, oh, just go through either this link or use the Legit app on your mobile phone. I've already tried multiple different ways on mom's mobile phone through her app to no avail. So then when they sent me the email instructions of what to do, the app instructions were not what I was trying to do. So still not helping me there. The website thing isn't working. The website thing has only worked once, but I never got to finish my project because I had dance that day. And when I came back, it was just a blank blue screen and now it won't give me anything except a blank blue screen. Now, after my first phone call with them, they were like, try this, this, and that. Okay, I tried this, this, and that and it brought me to a new website. Baring: Extra Perception. That happens after I get to the blank who screen. It's like, we've noticed that this isn't working for you. Are you sure that you're connected to Wi-Fi? Are you sure that you don't have a VPN on? Et cetera. I'm sure I don't have a VPN, I'm on Wi-Fi. So this is my third time calling them. And mine just kinda here. Mom doesn't feel good. Bro, literally. Well, how is your audiobook, during this whole process? Is she stretched? [ silence ] Okay, I just have to turn off the power now. Okay. I just wanted you to get that real quick. Just so you can experience [silence] hello hello hello hello can you hear me hi um i have been
05:00
Speaker 2
Thank you for calling Linksys. This is Carla. How may I help you? Yes, hi. Yes,
23:00
Speaker 1
stay now flexing today another call twice today and I can't seem to get it fixed through the um email help because usually your people set me an email with the instructions of what to do. I know there was an offer of $15 for assistance over the phone that I'm willing to pay for my issue of separating my network bandwidth to two separate bands for a 5 gigahertz and a 2.4 gigahertz bandwidth. My U.S.. Yes. I don't want to rename the bands. I want to separate them. So right now we only have 5 gigahertz band and I need to make it so we have both.
24:00
Speaker 2
Okay. Yeah. Sound you are wanting to keep the 2.4 and the 5G is separate. You want to like, you know, invite the reports band names, right. Okay. Or we can go ahead and combine them, but we need to be like, we need the performance to combine.
24:00
Speaker 1
Yeah. A ticket number. I don't. Okay. 970 596 8463. Yes ma'am.
25:00
Speaker 2
A device can only detect like 5 GHz, okay hold on. Do you have a ticket number, sir? Before we said I can pull up your record. Yes, with your previous call, did you provided? Okay. Okay, let me just try to pull up your record using your phone number, sir. Can I have your phone number? Uh huh. Okay, again, that is um 970-596-8463. Okay, let me just pull up your record. All right. So it's um, under Mr. William Hoffman. Email address is
25:00
Speaker 1
Yes, ma'am. Yes, maam. Ah, yes. Okay. [silence] |
26:00
Speaker 2
um messhofman 678.html.com correct? Okay, let me just review your record here. And the device is an mr8300. Okay. So give me a few minutes. Let me just review your um previous scabout.
26:00
Speaker 1
yeah yeah right
27:00
Speaker 2
All right. So, um actually you were trying earlier, you were trying to access the page of the router already started that, right? And again, you're where you want to avail the the one-time um technical support, right? And the one-time non-refundable, yes. $15. Yes, sir. Okay, so let me just, um prepare my system. Okay. Okay. So again, you um the $15 that is a one-time non-refundable technical support that will last after 60 minutes of job issuing. And this no guarantee that will be able to fix the issue and it found out device is defective, then again, there will be no refund or replacement. Okay? Right? So, um or
27:00
Speaker 1
.
28:00
Speaker 2
By the way, we are accepting Visa, MasterCard and Amex. Okay, all right. Okay. So, to process the transaction, so, I will be, um, going to pause the recording, okay? For security purposes, since this is recorded. So I'm going to stop the recording and by that we can then process the transaction. Okay? All right. So I'm going to um, stop now the recording so that we can process the transaction. Okay?
28:00
Speaker 1
No, it's not. It's. The court row the main is different. Sorry, it's my mom's garden. Uh, Julie J. Hilsen. Yes. Yeah, the middle initial is J, and then last name Huffman, H-U-F-F-M-A-N. Okay. So why the current number? Alrighty, sorry, just give me one second. Okay. The car number, are you ready? Yes. is 4342. 5640. 7267. 3217. Uh June 2000. 3rd. Yeah, 2030.
29:00
Speaker 2
Okay. Okay. and how about the card number? yes. Okay, how about the, um, expiration date?
30:00
Speaker 1
952. 81402 sorry yes hey okay
31:00
Speaker 2
Okay, how about the security code? Okay. And how about the billing zip code? Okay, and you're calling from US, sir, right? You're calling from the U.S.? Okay. All right, so your total is $[REDACTED_PAYMENT_DIGITS] One time non-refundable technical support that will last after [REDACTED_PAYMENT_DIGITS] minutes, okay? So I'm going to place the order now, okay? It's processing. All right, we successfully processed the transaction, sir. We're now
31:00
Speaker 1
Okay. Through my email dot William. Hoffman. Yes. Yes. Okay. The l an Alabama. Google. calm. Okay. was good. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
32:00
Speaker 2
Charging you $15. And I'm going to send you the copy of the receipt, okay? All right. And um, yes. Yes. Again, William.manmanjamjohn, uh, William.manmanjamjohn, on hotmail.com, right? No, I Gmail right here. I'm sorry. Okay. All right, so, um, it's been sent to your email, sir. Okay? All right. So I am going now to, um, um, re, uh, start the recording again before we start for any trouble shooting. Okay? Okay. All right the recording has been resumed. So we are going to um continue now with um the child booting. Okay. So um earlier when you tried to access the router um did you use a computer or is it a phone? Okay can we use a computer right now? Is that a laptop or is it a desktop? Is it Mac or Windows? 11. Is it Windows 11 sir? Okay. All right. So on that computer um uh let me open a browser. All right. And again
32:00
Speaker 1
Https okay, sent me to a, your connections is not private screen. Okay, proceed. It took me to the same Navy blue screen I saw before and then it immediately after it was on that screen for about two seconds it took me to a linksee support page where it says a link.
34:00
Speaker 2
on tap in there on the address bar a HTTPS and then colon forward slash yes and then colon forward slash forward slash my router dot local click an advanced yes click and proceed um there's no option to ah [silence]
34:00
Speaker 1
Sorry. No, it's a website that says trying to reach Linksys now question mark. If you're trying to administer Linksys now, yeah. And then it gives me three different options. Is your current device connected to a network? Yes, it is. Do I have a VPN enabled? No, I don't. And then stuff like that. open. You're using Google Chrome. Yes. I can open an incognito browser. Okay. I opened an incognito browser. And then, um,
35:00
Speaker 2
Um, there, there's no option to, um, like, input password. Okay. All right. Okay. Um, Carley open, you're using Google Chrome, sir? Okay, Carley use a, um, incognito. Okay, can we use incognito right now? Okay, and then, um,
35:00
Speaker 1
Okay. Let's see what that says. It did the exact same thing. Um, So it's 192.1 192.1 1. [silence]
36:00
Speaker 2
Okay, and then try it again, the HTTPS:////m y router.local. Okay, let's try the numbers. Um, same thing, HTTPS, and then colon//192.168.1.1. (192.168.
36:00
Speaker 1
six eight. Um ah. Yeah. It was the blue page and then it sent me to a new page saying trying to reach Linksys now. If you're trying to administer Linksys' now based Wi-fi 7 router and read this page it may be due to one of these reasons. Okay. Change the network. Yes.
37:00
Speaker 2
One, six, eight, dot, one, dot, one. [bleep] the blue page. It won't ask for the password. [sppbo] Sir, can you take a screenshot of that? It's okay.
37:00
Speaker 1
Yes. Give me just one second. Windows shift S. Windows shift S. Okay. Yeah. Okay. [silence] Yeah. [silence]
38:00
Speaker 2
Okay. Alright. I'm skipping that I'll be asking that to um be sending you an email later and you can attach to that here we could get that error. Alright. Let's answer um let's try to um after one in two uh you have to HTTPS on the on the address bar right now it's still HTTPS colon forward slash forward slash 192.168.1.1. Okay. After one try to put a forward slash again sir and then UI Okay. And then forward slash again and then local
38:00
Speaker 1
Yes. It took me to the blue screen and then it took me to the it took me to the screen where I would type in username and password for like a split second and then it took me back to the trying to reach link seats now if you're trying to.
39:00
Speaker 2
and then forward slash and then dynamic and then forward slash index. So it will become one https colon forward slash forward slash 92 dot 168 dot 1 dot 1 forward slash UI forward slash local forward slash dynamic forward slash index dot html. It's your
39:00
Speaker 1
I don't know, and it's the support page earlier. oh. Uh, uh, yes, I do. Um, let's let's pull that up real quick. Do you want me to try all of the websites that you just did? H s h TBK 0 62 god, no, hey, stop. H T T p s colon forward slash forward slash 192.
40:00
Speaker 2
Okay. Um, aside from the, um, Google Chrome that you have there, um, do you have other browser like Microsoft Edge? Can we try Microsoft Edge? Let's try to do I-N-T-T-P-S, colon forward slash forward slash 192.168.1.1.
40:00
Speaker 1
dot. 168. dot 1. 1 Enter. Nope. Connection is not private advanced continue. No, it's the same thing. Yes, and then to the support page. Do you want me to email you the screenshot of what the support page what it looks like?
41:00
Speaker 2
168.1.1 yes, click on Advanced and then Continue. [silence] is it asking now for router password? [silence] goes to the blue screen? [silence] um, yes sir. can you um the you're sent by an email um with the previous tag, can you just um reply to that?
41:00
Speaker 1
Let me see. There pull node, and then just reply to the previous email I was sent with the support instructions. I just sent the attachment with the screenshot.
42:00
Speaker 2
Okay. so that we can check that error. Yeah, reply. yes. Okay, yes. yes. Reply and then attach that mail. Okay, let me just check that.
42:00
Speaker 1
Yeah just Microsoft Edge and the Google yeah the Chrome. Do you need me to try another one? I can download one if I need to. Yes I have and it just did the same thing where I went into the blue screen and then the support pager just sent you a screen shot of [silence]
43:00
Speaker 2
You only have two browsers right. Chrome. Okay. Um. Aside from this one. Sure. Do you have like have you tried it on your phone? Um. Okay. Um. Sir, let me just verify this. Um. When you had that error.
43:00
Speaker 1
Oh. yeah. yeah. sorry about that. let me fix that for you. I just sent that one. okay. It went on your phone? sorry could you repeat yourself? [silence]
44:00
Speaker 2
is it possible to send the screenshot that includes the um the URL of this okay okay let me just check even on your phone sure encounter the same right
44:00
Speaker 1
Oh yeah, the blue screen and on the support page. Yeah. Okay. [silence]
45:00
Speaker 2
Even on your phone, you still routed to a blue screen. Okay. Sir, while waiting for the mail, can you just please on hold for just 3 to 5 minutes? I'm just going to check something. I'll be back. Thank you. [silence] Hello, sir. Hello. All right, so I appreciate you for patiently waiting too shy about that hold. Can we try to access the just [silence]
45:00
Speaker 1
So just. it no equals. forward. forward.1.1. Same thing. Blue. and then the support page. Yeah. It showed up with the download. download the app now page for like maybe half a second and then it turned to the support page. And I've
48:00
Speaker 2
A, HTTP, yes, yes, or just HTTP. Same thing. And then this likes is trying to reach linkerly sys now. Okay.
48:00
Speaker 1
Tried this the very first time I tried this before needing assistance from you guys it took me to the download the LinkSeas app today page. And then I was able to click a few buttons and then it took me to the sign in page. And then when I came back from a previous commitment I had to leave for it was gone and it would only load the blue screen. [silence] I'm still on Microsoft Edge.
49:00
Speaker 2
okay, okay, so, um, let's, um, you're using right now my, um, Chrome, right? Uh, incognito, uh, okay. on Microsoft Edge, sorry, let's try this the link again the, uh, HTTPS colon forward slash forward slash 192.168.113.15, then forward slash UI, IP address.
49:00
Speaker 1
so https:// some six eight dot dot dot dot one the slash UI and forward slash crash ok blue screen and then straight to the Lenovo support trying to reach Lenovo now page oh it's just on the exact same thing where it took me to the blue screen and then the support page [silence].
50:00
Speaker 2
Okay, and then forward slash UI and then forward slash local and then forward slash dynamic like D y N A M I C and then forward slash index.
50:00
Speaker 1
Okay. And what would that erase just like the name and the password. And we'd have to reset that or. Okay.
51:00
Speaker 2
Router, like anything that you set up before, because the last option that we can do with this one, sir, is we tried two browsers, one in Incognito, another Microsoft Edge, and still the same, it won't work, then we might need to do a a reset and reconfiguration of the router. But if we do a reset, sir, it will erase whatever setup that you made on the router. everything will be reset, sir. It will set back to a default setting, like out from the box settings. Right. Right. And have you, um, while using the, um, what do you call this one, sir? When you're using the, Auto. So. When you're using the link. Auto. So. When you're using the router, Auto. So. When you're using the, It's on. So, when you're using the router
51:00
Speaker 1
I didn't, should I try that? [silence] No, I don't. [silence] Let me see. [silence] See. All right. [silence] Just give me one second. [silence] Okay, let's see. [silence] History. [silence]
52:00
Speaker 2
the Chrome. Did you try it also deleting browser history? But you don't have any important on your browsing history, right? Okay, let's try to do browser cache and clear browser and cache. Okay.
52:00
Speaker 1
I'm working on it right now, sorry about this. It's just taking me a second. Okay. Got the message. Got some. Got some. Okay. Just deleting it right now.
54:00
Speaker 2
Okay, you already deleted the theater? Okay, that's okay. Oh, that's okay. Just let me know. It's done. [silence]
54:00
Speaker 1
everything has been deleted recording my search history and I'll open a brand new browser after doing that and then which one would you like me to try now do you want me to do you want this browser to be on incognito is just I'll just on a I normal b but the G a browsing browser just the IP address one 192.168.1.1 enter connection is not private
55:00
Speaker 2
okay. Alright, let's try again. Uh-huh. Yes. And then, um, let's do the uh uh, not the, this is in the normal uh browser, not incognito. Let's try it after clearing the browser history. And then, um, access the https://192.168.1.1. Yes, sir. 192.168.1.1.
55:00
Speaker 1
not fans proceed. And it does the exact same thing when the screen and then the support page. [silence] [silence] Okay, give me we're going to um just take one second and I'll just make sure that's good. the light on my router right now is blue. Yes. And then sorry to
56:00
Speaker 2
Yes. X is the same thing, okay? So, then; yes, okay, and then, okay? So, we are going to do the reset, sir. Again, when we do the reset, I get the settings will be removed. The settings on the router will be set back to out from the box setup, okay? So, after we do the reset, we are going to reconfigure the settings then on the router, okay? Okay. All right. So, by the way, sir, what is the the light on the your router right now is blue, right? Okay. [silence]
56:00
Speaker 1
Can you give me one moment?
57:00
Speaker 2
Okay, let me know if you're do the reset, okay?
57:00
Speaker 1
The reset and if there's no other way to proceed, then yeah. But I'm unable to do the reset currently. Um, no. It's just I'm trying to do this for my parents and they don't want to reset the router. They because it just seems like a whole other issue if we have to fix it, if someone gets messed up and then getting it back to where it was, so. Yeah. Is it something? Uh yeah, yes, we can. Um, was it? Uh, yes, it is. [silence]
58:00
Speaker 2
Okay. Okay. So, unable to do... Someone is using the Internet? Okay. The... Okay. Do you have the app installed? Before, sir. Can we try to use the app? If possible. Let's try to use the app. Um, against you. You tried also accessing it, using the, um, using your phone, right? Okay. Do you have the app installed? Before, sir. Can we try to use the app? If possible. Let's try to use the app. Um, against you. You tried also accessing it, using the, um, using your phone, right?
58:00
Speaker 1
Okay. I have the mobile app pulled up. Hello. Um, yes, I've already tried pulling up the website on my phone that didn't work and then I have the mobile apps pulled up in front of me just so you know. Yeah. Sorry, could you repeat that?
59:00
Speaker 2
Yes. Okay. So you tried on your phone using a web browser on your phone, right? But it has the same, it will route it to that page. After you use your phone, like, accessing the 192.123.123.10, get one, myrouter.local.
59:00
Speaker 1
Yes. I haven't tried the my router. Local yet. I will do that right now. HTTP on my phone. HTTP HTTPS colon forward slash forward slash and then my router. Well, this site. Hey, yes, it's it did the exact same thing. is is. The same same. Yeah. Yes it is. [silence]
60:00
Speaker 2
it will routed to the same page. It will routed to blue screen, then that page, like, will tell you links is trying to reach links is now, right? Mm-Hmm. Is the same thing. Mm-Hmm. Is the same thing.
60:00
Speaker 1
yeah, uh, okay. Okay. Okay. It says. Uh, yes. Yes, it is. Okay, the app has it's an iPhone, and it's fully loaded and at the top, it says the Wi-Fi name, which is Nova Wi-Fi. Um, it has a little blue light. It says internet online. It's a section for devices. There are 18 and then it says router and there's one. Um, and then there's
61:00
Speaker 2
Again, so blue screen and then that links is now, right? Okay. On the app right now, sir, please completely close the app first and then reopen the app. And then, tell me what's on the screen after you open the app. Uh this phone shows that an iPhone. Mmhmm. Hmm. Mmhmm. Okay.
61:00
Speaker 1
Do you need me to pull up the settings? Yes. Yes. Yes, I do. Yes. Yes, I do. [silence] It doesn't say anything about that. It just has WiFi settings at the top. It says WiFi name, and it has NovaWiFi, the WiFi name. And then it has WiFi password, and it has a bunch of little dots indicating that we have the password typed in there. And then I just see two options.
62:00
Speaker 2
So, it opened the app and display the settings, right? I know, on the app right now, it shows again internet, online. And then you have devices, and then nodes, right? Okay. And then, um, when you go to uh, you have three lines on the upper right? Uh, upper left? Or two or three lines. And then, uh, when you click on that, they have their wifi settings. When you go to wifi settings, what's the name of the 2.4?
62:00
Speaker 1
It says Wi-Fi settings. Can take a screenshot and send it to you as well if you would like me to.
63:00
Speaker 2
Okay, but it doesn't show, let me generalize, it doesn't show what band that's a network name. Okay. I'll do it.
63:00
Speaker 1
[silence]
64:00
Speaker 2
Okay, so can you do the screen chat on that? [silence] [inaudible conversation] [silence] [inaudible conversation] [silence] Yes, on that Wi-Fi settings? [silence]
64:00
Speaker 1
I just emailed you the screenshot. You receive the screenshot.
65:00
Speaker 2
No problem. Is Connor's little boy's just okay, yeah. Yes, sir, I'll receive them. Just trying to review it for a moment. This is where the all right was installed, so like the first time you install the app, right? Or this is your, so you just
65:00
Speaker 1
this is on my moms phone and she's had the up installed for a while.
67:00
Speaker 2
Okay. Have you tried installing the app on your phone, sir? Yes.
67:00
Speaker 1
Okay. when you open. uh. it's asking me to. uh. set up a new Wi-Fi network. or manage your Wi-Fi. I have an option between login with email. or login with router password. okay. and then it says, let's create your router password. use this login when connected to Wi-Fi. and your router is not talking to the internet. our servers, right? Hold on. yeah, I,
68:00
Speaker 2
When you open the app and you've installed it, what happens? OK, hold on. When you tap, log in, do you not log in yet? What are the other options that you have? When you click on manage your Wi-Fi, what happens? Router password.
68:00
Speaker 1
it says use this a login when connected to Wi-Fi and your router is not talking to the internet or our servers are updating, but there's a start button at the bottom. Yeah, would you like me to click the start button? It's asking for the recovery key on the bottom of the router. Yeah. Okay. And then after I typed it in, it sent me to a page that said the account holder will be notified if the router password is changed. And then I have two buttons, continue and Nevermount. Go ahead and continue. Okay. And now it's asking me to create a new router password.
69:00
Speaker 2
There is start. when you click on start, what's the next option. Okay, can you try the recovery key at the bottom? Yes. Continue. Okay.
69:00
Speaker 1
Okay. Okay. Let me finish. We can lose. Okay. It didn't like that password. Let me try a different one.
70:00
Speaker 2
That will be a new router password, not a Wi-Fi password. It should be at least 10 characters.
70:00
Speaker 1
Let me submit that. Wait, it can't have the same. Oh, okay. Let's try that one. Okay, now I clicked continue.
71:00
Speaker 2
special phone together and then one capital letter.
71:00
Speaker 1
Unit says getting your router settings. Uh, it's loading. Okay. And now it's pulled up the same screen of uh, you know, the name at the top and then devices and router. You want me to click the three lines and then go to Wi-Fi settings? Okay. It's the same exact thing as the screenshot I sent you. Yeah
72:00
Speaker 2
Ah, yes, and then, um, in the left side, on the left side, how? Same thing when you click on the three lines, when you go to Wi-Fi settings that only only display one and it won't give you if it is a 2.4 or a 5 gigahertz, something like that. Does it show? Uh, yes. Yes. It's the same thing. [silence]
72:00
Speaker 1
The screenshot I sent you off of my mother's phone earlier. [silence] app version 3.6.0.
73:00
Speaker 2
mm-hmm [silence] can you go to the three lines again then can you go to about linksys [silence] and then can you tell me what's the app version [silence] Okay [silence] I'll let you know when not yet. Okay, so can I place you on hold again for another three to five minutes? Okay, I'll be back. Thank you. [silence]
73:00
Speaker 1
You're all good. Um, not necessarily, no, no one is actively using it. Okay. Okay. So you think so? Okay, sorry, just give me one moment.
78:00
Speaker 2
Hello, sir, thank you for patiently waiting. I'm sorry for that hold. Okay, hello? Okay, sir, is someone using the internet right now? Okay. If it's possible, if we can disconnect the modem from your linksys router, we'll just work around to access the UI. Okay. Just disconnect the cable from the back of the links router.
78:00
Speaker 1
I need to go if I could get my ticket number, so I can call back if I have any other issues. There's a couple things that I'm going to try on my end, but I at this point, I'm I need to go. So, if you could send me an email with my ticket number. Okay. [silence]
79:00
Speaker 2
okay so okay um you will uh you can uh write this down sir or you can you actually use your phone number but let me just um check it with my um can you just give me another two minutes sir okay [silence]Okay, you're all, you can write this down sir, or you can actually use your phone number. But let me just check it with my, can you just give me another two minutes, sir? Okay. I'm just going to check something at the bank. Hello, sir? All right, thank you for patiently waiting. I'm so sorry for the hold. Sir, um, I'll give you know your ticket number.
79:00
Speaker 1
Okay. Oh. Okay. Okay. So that's, LTS, LTS 00132108. Yeah. Could you just repeat too fast? Oh. Okay. Okay. Oh.
81:00
Speaker 2
okay, for a moment, okay, hold on. Your ticket number that is LTS and then 001-32-108. Okay, sir, if you call us back since, yes, so sure, since we haven't had the one hour for your paid connect service, if you call us back for the same concern, you can just give us a call, give this ticket number and we can still provide you with just a one-time support for your device for the same concern, okay? You're welcome, sir. So you may also check our website support.linksys.com. So thank you for calling Linksys sir. This is Karlo, have a great day.
81:00