V2 Rubric Detail — c5ffe062-7c78-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:02
Duration
49m 24s
Contact
Maria
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136705
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_No Internet Connection
⚠ 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

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall85.2% (+29.2)

V2 Grader Summary

The agent successfully restored internet connectivity on an MX5500 using a factory reset and the 5-press method. While the technical instructions provided were accurate per the KB, the agent failed to perform the mandatory modem-direct connection test required by the ISP diagnostics guide to isolate the root cause. The customer confirmed the issue was resolved, and the agent demonstrated ownership, empathy, and proper call control throughout.

V1 Case Analysis

Customer (MX5500) had no internet; performed power-cycle, factory reset, and 5-press reset. Internet restored. Advised to contact ISP if issue recurs.

Troubleshooting Steps
  • Verified cable connections and identified ISP-provided Starry box.
  • Power-cycled modem and router.
  • Performed factory reset (20-second reset button hold).
  • Executed 5-press reset method for diagnostic escalation.
Key Observations
  • Agent provided incorrect support URL (support.links.com) at [49:00].
  • Agent contradicted policy by stating no technical assistance could be provided due to expired warranty ([06:00]) while continuing to troubleshoot.
  • Model number was garbled in transcript but agent repeated it correctly; serial number not captured clearly.
  • 5-press method was performed unnecessarily after a full factory reset had already resolved the issue.
  • Call contained long pauses, filler words, and disorganized instructions, reducing efficiency and clarity.
Positive Highlights
  • Correctly identified and power-cycled both modem and router ([26:00–30:00]).
  • Guided the customer through a successful factory reset, resulting in restored internet ([33:00–36:00]).
  • Confirmed Wi-Fi connectivity and web access before ending the call ([41:00–42:00]).
  • Provided clear next-step advice (contact ISP if problem recurs) ([48:00]).
Agent Errors / Gaps
  • Provided wrong support URL (support.links.com) at [49:00].
  • Misstated warranty policy – claimed no technical assistance could be offered due to expired warranty while still providing it ([06:00]).
  • Failed to obtain a clear serial number before troubleshooting.
  • Used the 5-press method unnecessarily after a standard factory reset had already restored connectivity.
  • Long, unstructured dialogue with repeated filler and unclear instructions throughout the call.
  • Incorrectly implied that the 5-press method was part of normal reconfiguration ([48:00]), when it is an escalation tool.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms resolution: 'it looks like it's working fine now' and thanks agent for help and patience.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent skipped critical diagnostic step: did not verify modem functionality by testing direct connection before resetting router. Jumped to reset/5-press without isolating ISP issue.
R3 Met Correct resolution path conf 95%
Agent acknowledged out-of-warranty status but continued full troubleshooting, aligning with best-effort standard for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified red LED symptom but failed to ask about or test the modem directly. Per universal_isp_modem_diagnostics.md Step 1, testing directly at the modem is the primary isolation step to determine if the issue is ISP, modem, or router.
T2 Partially Met Appropriate tools / resources used conf 93%
Agent used router UI (192.168.1.1) appropriately, but skipped the essential tool of direct modem test required by universal_isp_modem_diagnostics.md to verify connectivity source.
T3 Met No misinformation conf 96%
All technical instructions (factory reset duration of 20s, 5-press method on MX5500, and password recovery) are factually correct per universal_factory_reset.md and universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained control, provided clear transitions between steps (power cycle → reset → 5-press), and managed customer confusion effectively.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions when needed, and adapted to customer’s reported comprehension issues.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 91%
Provided specific next steps (reset, 5-press, wait for blue light) and confirmed outcome with customer.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was performed and none was warranted; issue was resolved within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent expressed empathy: 'thank you for your patience', acknowledged difficulty, and remained courteous.
X2 Met Tone & rapport conf 91%
Adjusted pace, repeated steps, and simplified language in response to customer confusion and connection issues.
X3 Partially Met Overall experience conf 87%
Agent avoided re-asking known info but required customer to perform complex UI navigation (CA tab, report) without full guidance, increasing effort.
Call Transcript92 turns · 95 lines
Speaker 1
Hi, Carla. This is Maria Arvelo. We're having issues with the connection. Um, I already tried their troubleshooting, um disconnecting it, um, and it just keeps saying that it's not connected to the internet. Um, there is no wiring issues. Um, when I log in the app, um, it said something about ISP outage. I'm not sure what that means, so it's not. I've already spent the last 20, 30 min trying to. [silence] Hi, Carla. This is Maria Arvelo. We're having issues with the connection, um, but I still can't get into my remote control.
00:00
Speaker 2
Welcome to Linksys 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.links.com for more information about your product. Thank you for calling Linksys. This is Saul. How may I help you
00:00
Speaker 1
No, we haven't called linksids before. I've never called before. The model number? Yes. Model number is m of Mary X 5500. It's 54U10M of Mary 24C of Charlie 2
01:00
Speaker 2
do you have a ticket number ma'am with your previous call or have you called lenis before? okay. so let me just create a record for this. can you have the model number and serial number of your lenis device? Yes. model number and real number. Okay. how about serial number?
01:00
Speaker 1
Yes. Yes. I'm sorry. Just warning. What's up? Uh, sorry. Uh, star, serial, like uh, like the star, but with double R Y. Sorry.
02:00
Speaker 2
Okay, 54 U for umbrella, 10, M for Mary, 2-4, C for Charlie, 0-4, 0-71, correct? Okay, how many number of nodes do you have? How many Linux device do you have? Okay. All right, and who's your internet service provider? Uh internet service provider? Starrlink? Oh, sorry.
02:00
Speaker 1
bring it up a little SW six at gmail.com. [silence] Right? [silence] uh, I'm not sure if that connection's due with, um, the ISP outrich. [silence] Red. [silence] It's the solid red. [silence] Outrich? [silence] No.
04:00
Speaker 2
246. Okay. All right. Okay. Thank you for this um information again. Your links is revived and MX 5500 and your problem right now is you don't have internet connection using this right, correct? Okay. Okay. Uh what's what's the color of the light on the right? okay. is it linking or is it solid right? okay. was there any outage before you lost internet connection? yes. and you already turn off the right?
04:00
Speaker 1
I'm sorry. Yes, I already tried the troubleshooting. Resetting. Disconnect the wires, connect them again. [silence] I have a computer. Yes. A laptop.
05:00
Speaker 2
rather, and just your own modem, right? Did you already turn off the devices? Like, turn off the modem? Okay. Okay, if the light is red ma'am, it's an indication that there's the Linksys router is not receiving internet connection from the modem. Okay? So, we'll try to, like, possibly reset your Linksys and then reconf in any case it's still the same we don't have internet connection, we are going to test the connection from the modem, right? Or do you have a computer ma'am that we can connect directly to the modem without your Linksys router?
05:00
Speaker 1
Well, no, there was no, there's no, um, input for the internet cable. Well, no, I cannot. Wait, I'm sorry, can you repeat that? I'm having terrible understanding. Um,
06:00
Speaker 2
Okay. There's an ethernet cable connected to that laptop. Okay. So we cannot connect that to the modem, right? Okay. Ma'am, by the way, let me just inform you about the status of your linksys router. It shows it here in our system that your router is already out of warranty, okay? The linksys cannot still provide technical assistance. In any case, after the troubleshooting, if we found out that your device is defective, there will be no refund or replacement. Okay? Your device is already out of warranty, okay? And linksys can still provide technical assistance like technical [silence]
06:00
Speaker 1
Okay. Oh, like, um, just, just phones and a laptop. And I guess TV here and there, but we don't really use it connected. We don't really stream anything on the TV. [silence]
07:00
Speaker 2
Okay. Um calls uh support if you need um assistance or you know um uh to troubleshoot a device an issue on your uh Linksys um and uh Maimabling, uh Linksys will no longer provide replacement any yeah uh okay. Mhm. Right? Mhm. Mhm. Mhm and what are the devices um connected to your router Maim? That device is connected to your router? Mhm from your uh laptop, mhm there's mhm Files Mhm cameras. Mhm what other devices Mhm mhm okay. Okay. Mhm. Mhm. So right now, we can do a reset on your linksys and then um reconfigure. Okay. Alright. A reminder here uh cables right now that connects between your modem and the router. From the modem it connects,
07:00
Speaker 1
um yeah well there's two cables there's a yellow one and there's a white one the white one is connected to little black box and the yellow one is connected to like the one on the wall I'm sorry uh it looks like um it's uh it's like um it's from starry it says starry on it. Yeah so the yellow cable is it says um um the ethernet it's connected to the wall and the yellow one it says internet it's connected to a little black box that's from starry.
08:00
Speaker 2
connected to the Internet port of your links is, right? at the back of your links is? What is that black box, man? What is that black box? and then the other cable is connected to the wall.
08:00
Speaker 1
I'm not sure. Yeah, I'm not sure what they did here. When they came to connect it. So what the white the white wire is connected to the black box. That's from Starry. It says Starry Ferry on it. Yeah. I'm just not sure why there is two like it looks like I mean, the Starry is a router, but also the Linksys is a router. And I don't know, it's confusing. Yeah. Yeah. Ethernet. Ethernet. It's like it's E C H
09:00
Speaker 2
Okay, so you don't have any idea about that white one? Where is that connected? Like, what's on that? Mhm. [silence] Okay. Again, the white cable, the other end is connected like a block box that's labeled, like Star initially. And then the other end is connected to the internet port of your linksys, right?
09:00
Speaker 1
ethernet that's the yellow one yeah yeah yeah the wall yeah and then the white wire is a white wire that says it's connected directly under internet internet and that's connected to the black black box the stary black box yeah yes
10:00
Speaker 2
and then that yellow okay let me just verify the yellow cable connects to the ethernet under your Lynx disk and the other end connects to the wall and to your wall. And the yellow cable is just ser you're without, correct?
10:00
Speaker 1
On the box box. The, the lights are blinking. The, internet, yes, power, internet, router. The internet is blinking, router is like slightly glitching, but the power is like solid. Yeah, on the story, last night it's a, it's a Windows, the, uh, HP, uh, Windows.
11:00
Speaker 2
Okay. On your laptop, ma'am, does it show connected on Wi-Fi? Oh, no. Um, the lights are blinking including power. Mm-hmm. Uh so um the power is um like solid. Okay. On your computer, on your laptop, mom, is that Mac or? Oh. Mm-hmm.
11:00
Speaker 1
was showing it at first it was saying that it was connected like it was giving me the wi-fi um that you know it had all the bars turned on and stuff but when I checked on on the on the router it it was red and and I checked the app and it was saying no internet connection that's when I realized that it was still giving signals and wi-fi but it wasn't really from it like giving internet or wi-fi I mean there was no connection um It's called
12:00
Speaker 2
Okay. Okay. Anyone? What do you call this one, ma'am? On your laptop, on the lower right-hand side corner, can you see there the WiFi icon? [silence] Yes, ma'am. Okay, and what is the name of your WiFi network, ma'am? When you highlight on the WiFi icon, what's the name of the network?
12:00
Speaker 1
Stery zero four zero seven one is s the name of the provider I guess? Is that? is is it an internet issue or is it like the modem, I mean the router issue? Because yeah they aren't working too online. Laptops. Okay. [silence]
13:00
Speaker 2
um because right now monty could not really and then okay can you click that icon first click that icon and go to Wi-Fi yes
13:00
Speaker 1
So it's showing right now that it's it's there it's connected to the internet. it says connected secured. but if I try to access like 34071 um are there other network names? like the list of all the Wi-Fi um yeah I'm able to see family SV. T-Mobile C571. AT&T. CWW.
14:00
Speaker 2
Okay. And just click on the icon, ma'am, and go to Wi-Fi. And it's connected again to Starry. What's the name of the network? Okay. Aside from Starry Network ma'am, what are the names that you can find or what are the network names? Um, one, yes, yes.
14:00
Speaker 1
you nn one two yeah it's a long list um yeah okay wait what what what first yes i'm I'm there you said to enter something
15:00
Speaker 2
there was my name from your links this is that sorry zero four zero seven one is that okay. Can you open internet browser ma'am and and Kelly once you open internet browser please type those numbers on the address bar okay all right Did you open internet browser like Google Chrome? Okay you type this numbers 192
15:00
Speaker 1
192.16.1. [silence]
16:00
Speaker 2
168. 192. 168. 1. 1.
16:00
Speaker 1
Yeah. kisses. The password under of the router. [silence] Yeah, okay.
17:00
Speaker 2
Is it asking for a password? It is like access router or router access? O.K. Can I type the password, ma'am? Check it at the bottom of your router. There's a password there. Use that password to log in. Yes. O.K. Please also take note what is the recovery key or you can just take the pic- uh, take the picture what's information on the bottom of your router.
17:00
Speaker 1
uhh and the correct password, the recovery key is uh ok, [silence] ok, [silence]
18:00
Speaker 2
Okay, do you have the option to reset the password? Okay, can I do a reset and then it'll ask for the recovery key? [silence] Okay, they have the option to reset the password. Okay, can I do a reset and then it'll ask for the recovery key? Okay, and then it will have the department recovery key. It will ask you to reset or to create a password. Create a password. At least 10 characters, a combination of numbers and letters, at least one capital letters or one. Special characters and no repetition of the characters. [silence] Okay, you're on the linked list page. Please scroll down ma'am and then um [[silence]
18:00
Speaker 1
I'm seeing like different boxes, one that works status, this is home network. Yeah, yeah. The bottom is the last one it shows me just priority. Oh, the little, the small, like small font. Okay. Yes. There is. Okay.
20:00
Speaker 2
At the bottom, there's an option there, end-user license agreement. And then on the far right, there is an option C.A. right after, Aucla privacy policy, do you have there, C.A. Yes, you scroll down, ma'am. Can you scroll down the page? all right. below, priority mate. Is there, like, end-user license agreement, very tiny writings? Yes. Then check if there's an a tab there, C.A. really click on C.A.
20:00
Speaker 1
Yes. yeah Wi-Fi settings okay shows me two different ones one with 2.4 GHz and the other one five GHz, they have the same name for two network. I don't know if they have the same password. No oh okay yes they they do look like have the same password. Take a screenshot like like a picture on my phone
21:00
Speaker 2
And then you click on, after you click on C.A., it will refresh the page. And then, after that, click on Wi-Fi settings. Okay. The same name and then the same password. Carefully click on the, um, like, the icon to display the password. Okay. So can you take a screenshot of this page, ma'am? Yes.
21:00
Speaker 1
Okay. Okay I did it. Concert status, sorry.
22:00
Speaker 2
K, or you can do a screenshot on your laptop. All right, and then after that you click on, you have the option, cancel, apply, just click on cancel. At the bottom you have the, okay, cancel, and apply, right? Under Wi-Fi settings, so that is.
22:00
Speaker 1
Oh, no. It's like a little, so it's not, like, it's just, like, a little window of all these different things. I, it didn't, I, it's, do I just, um, it's, I don't know how to describe it. It's showing like a blue screen and then on the left, it's showing like a list of smart Wi-Fi tools and then there's a, a line and then on the right side, it's showing like little boxes, each box is showing network status, one box and other box is links, but they're minimal, like they're tiny boxes. And then there is one that says Wi-Fi settings. It's a small one, so I don't need to open it. It doesn't, I don't need to click it to take me somewhere else. It's just, I can see it right there in one screen.
23:00
Speaker 2
to close this Wi-Fi settings just click on cancel [silence] earlier madam did you click on Wi-Fi settings?
23:00
Speaker 1
On the left side. Oh, and now because I didn't see I'm sorry. I didn't see that on let me take the screenshot of that. Okay. Okay, I played that actual window. Okay. And then cancel. And then. [silence]
24:00
Speaker 2
On the left side, you have their Linksys Smart Wi-Fi tools, then you have router settings. Under router settings, you have their connectivity probably [silence] yes.
24:00
Speaker 1
Trouble shooting okay Hey report ok Yeah it doesn't Oh it's 1 1 1.1.8.2.1.1.6.7.7.5.
25:00
Speaker 2
Kindly click on troubleshooting. [silence] And then right below troubleshooting you have their status and then devices and report. [silence] Kindly click on report. [silence] And then under report, what is the furmer? [silence] Okay. [silence] And then kindly scroll down a bit. [silence] Look for internet connection.
25:00
Speaker 1
yes I see it yes it is automatic configuration dash the ATM sip okay unplug it turn it off to unplug it
26:00
Speaker 2
the Internet address is blank. Right? How about the Internet connection type? Is it automatic? All right. Let's go to do a power cycle first on the biggest Visor, ma'am. You turn off your longest router first. Just unplug the power cord. And then turn off also your um box.
26:00
Speaker 1
Okay. Okay. Okay. Okay, it says router not found on my computer screen. Okay. Okay. Okay, that's done. [silence]
27:00
Speaker 2
Yes. I'll tell you when to turn on the devices, okay? Yeah, that's okay. [silence] Okay, please turn on your Starybox first. Wait until all the lights will be ready. All the lights on the starry box. Is it, OK. Yeah. So is it like the power? Is it solid now?
27:00
Speaker 1
it it's a star starry link its name is just starry starry yeah that's all this that's all i have okay [silence]
29:00
Speaker 2
What's the name or brand of that Moe D.Mam? Okay, clean it, turn, and now your lenses device.
29:00
Speaker 1
... ... they ... provided ... when ... the ... person ... representative ... for the ... for the ... internet ... brought ... this ... equipment ... with them ... so ... they ... bought ... it ... together ... the ... Starry ... black box ... and ... uh ... Linksys ... these ... white ... the ... white ...
30:00
Speaker 2
The, MX 5, 500. Is it also provided?: by Zutara, or you bought this by yourself?: [silence] Yes, yes.
30:00
Speaker 1
[silence] but there obviously [silence] links these is one brand and then the Sari is the different ones. I'm not sure. [silence] Yes. It's red the red the light is red.
31:00
Speaker 2
Okay, yes, but it was the ISP hope provided you this MX-5500, right? The light right now is it still blinking on the MX-5500
31:00
Speaker 1
But the, the router, um, light on the, sorry, black box, it's blinking kind of blinking.
32:00
Speaker 2
[silence] Given year. Is it still red? [silence] Okay, we'll try to like reset your router, ma'am. Okay? And then after the reset, we'll reconfigure the settings. And again, after we reconfigure the settings, in any case, there will be still no internet connection, then we might need, you need to call Starhub to um like verify with them the internet connection. Okay? Okay, at the bottom of your internet provider at that bottom sorry, at the bottom of your links, ma'am. Okay, there's a reset button. [silence]
32:00
Speaker 1
Yeah. present. hold it. Okay. Okay. Starting now. Okay. [silence]
34:00
Speaker 2
| [silence] Use a you can press and hold it for 20 seconds. Now, let me know so that I can set my timer. [silence] Okay, please release.
34:00
Speaker 1
Yeah, it's blinking, like purple, blue-ish. Yes, it's still blinking. It's still blue, purple, blue, purple.
35:00
Speaker 2
Okay, Okay, and then after that, wait until the light turns, like, on to purple, okay? Is it blinking right now? Hmm? What's the light right now, is it still blinking? What's the color of the light?
35:00
Speaker 1
now it's purple so versus when i was like you share purple yes
36:00
Speaker 2
[silence] Sparpal. Okay. [silence] Mm-mm. Um, it's now, um, solid purple, right? Mm-mm. Okay. [silence] But the next step that we're going to do, ma'am, is we're going to, um, uh, device. We do this, um, we do the five press setup. So, next is press the reset button five times in five seconds. It's like press, release, press, release, five times in five seconds. [silence]
36:00
Speaker 1
[silence] okay how many times you go okay two two time three times four times five times
37:00
Speaker 2
5. Within 5 seconds. 5 times, ma'am. [silence]
37:00
Speaker 1
It's blending. Yeah, like a pinkish color. [silence]
38:00
Speaker 2
What's the light right now? Is it blinking? Is it just?
38:00
Speaker 1
It's blinking, but it's going in between the pink and the blue, or purplish blue. Now it's blinking blue. Okay, the blue color is solid. It shows it's solid. Okay.
39:00
Speaker 2
hit blinking, okay, you just wait for like a minute or two, ma'am, to make sure that it'll stay blue.
39:00
Speaker 1
Yes. It looks like it's still blue. It shows it's connected, but it's still blue.
40:00
Speaker 2
Alright, is it still blue? Okay. On your laptop right now, ma'am. On the Wi-FI icon, does it show connected or not connected? [silence]
40:00
Speaker 1
But it's showing, yeah, it says it's connected, on the page on the screen where you, where you initially had me at the settings thing. Now, it says uh unexpected error, is that what's normal? Uh-huh. Uh-huh. It's connected. Very 04071. let me try. Yes. Oh,
41:00
Speaker 2
Hello ma'am. Your Wi-Fi icon at the lower right-hand side corner. Is it connected to? What name? And kindly check if you can go online.
41:00
Speaker 1
it looks like it's working fine now. Yeah. I'm sorry. can you repeat can you repeat that again. I'm sorry. what why do you want me I'm sorry. what do you want me to do with thes again. uh where. a browser. Oh, okay. Google. okay. Chrome. [silence]
42:00
Speaker 2
is it working then let's check first ma'am? What is the settings on your router again? Kindly access 192 68.1.1. 1. 192 dot 168. on the open browser open opening yes
42:00
Speaker 1
Okay, what's the number again? 192.0. 1-6-8. .1.1. Okay. Okay, and I'm clicking the phone image. Um, the access router. I'm sorry. I don't know. Oh. Okay, one sec. It's not letting me click on the... typing. It's access lost.
43:00
Speaker 2
192.168.1.1. Okay, how about try type admin all in lower case, admin, uh. You, uh, can you type admin all in lowercase?
43:00
Speaker 1
too many failed attempts to log in. Yeah. okay. D put in the access recovery key. 3, 2, 5, 5, 5, 1, 4. Okay. And um do you want me to put the admin password? Uh I mean, just put up the same pa okay. Yeah.
44:00
Speaker 2
Sure, okay, create a password, Ma'am.
44:00
Speaker 1
uh okay reset and now i'm in troubleshooting okay uh report uh okay i'm there okay yeah i see it uh
45:00
Speaker 2
Okay, can you click on troubleshooting again? Again, and then report. When you click on report, look for internet connection, IPv4. How about internet IP address? Do you have numbers?
45:00
Speaker 1
In your address? [silence]Yes, there is numbers. [silence]Yes. [silence]38.13.28.169. [silence]Close. [silence]Okay. [silence] প্রতিষ্ঠান. [silence]Did it. [silence]Okay. [silence]Yeah, [silence]are there. [silence]Let me see.
46:00
Speaker 2
YYY what is the number? okay can you close the troubleshooting page and then click again CA at the bottom? So you have to scroll down. Okay, click on CA and then click on Wi-Fi settings on the left side. All right you're on Wi-Fi settings, is it the same settings the one that you've screenshot earlier?
46:00
Speaker 1
Yes. Can you? Can you say something. Yes. Yes. Yes. Yes.
47:00
Speaker 2
Can we pull up the screenshot. Do the same thing. Okay. So, the light right now is still uh blue, right. Okay, so that means we already reconfigured the internet settings on your router. Okay. And your laptop is connected wirelessly and it can access different websites now. Correct? Okay, can I track your phone? To yes, if it is uh connected. Okay. So, is there anything else, Ma'am? [silence]
47:00
Speaker 1
Hell, what app on app on app was kicking it? Got it. Okay. Um, if this happens, is it, I don't know how likely this will happen again, but like, should I follow that same procedure as we did today, if that's the case, if it happens again. Gotcha. Okay. That's good to know. Thank you so much for all your help and patience.
48:00
Speaker 2
It might be that there were an updates made by your internet provider, that your router was having problem communitating again to them. So, that's why we reset to remove whatever settings you have on the router and then we configure it with the new probably new settings from the provider. Mm-hmm. Yes, ma'am. Yes, ma'am. We can do the reset and then do the five after the reset. Once the light is purple, you can do the five breaths. We'll just after the first sparks. We'll just after the we'll just stops sparking and then we receive a data back. And after a while.
48:00
Speaker 1
help and patience okay got it okay thank you so much Carla Alright Alright bye-bye
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Speaker 2
It's you're welcome. So, um, if you need assistance again, you can always give us a call or you can go to our website support.linksys.com. Okay. Okay. You're welcome. So, thank you for calling Linksys ma'am. This is Carla. Bye for now.
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