V2 Rubric Detail — c80f496c-7ed8-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 16:34
Duration
54m 49s
Contact
917-833-6096
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00136893
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MR2000

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution5.00/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall58.2% (+22.2)

V2 Grader Summary

Despite material technical inaccuracies in T2 and T3 (invalid 5-press reset and false 'solid pink' LED guidance for MR2000), the agent achieved a successful resolution: the customer confirmed the router was online and expressed satisfaction. The outcome was not undermined by ownership or escalation failures, as the agent maintained case ownership and the escalation, while poorly executed, did not prevent resolution. Technical errors were significant but did not trigger auto-zero per Assessment 3's guidance, which reserves auto-zero for critical compliance failures (A-F), not technical inaccuracies.

V1 Case Analysis

Customer reported no internet on new MR2000 router (solid red/pink lights). Agent instructed factory reset, misused 5-press pairing, and guided through app setup without verifying WAN connectivity. Customer expressed satisfaction but issue was not confirmed resolved.

Troubleshooting Steps
  • Collected model and serial number.
  • Instructed 20-second factory reset of router.
  • Misapplied 5-press pairing method to MR2000 (not supported).
  • Guided through Linksys app setup, including Wi-Fi name/password creation.
  • Failed to verify WAN/internet connectivity.
Key Observations
  • Agent incorrectly applied the 5-press pairing method to an MR2000, which is not a supported procedure for this model (transcript [09:00]).
  • Agent accepted solid pink LED as normal, but MR2000 should show solid blue when online (per KB LED reference in universal_mesh_full_rebuild.md and velop_mesh_compatibility.md).
  • No verification of internet connectivity was performed — agent did not guide customer to test wired connection to modem or run speed test (transcript [22:00]–[53:00]).
  • Call ended prematurely without confirming the core issue (no internet) was resolved, despite customer expressing satisfaction.
Positive Highlights
  • Collected accurate model and serial number at the start (transcript [01:00]).
  • Provided clear reset instructions (hold reset 20 seconds) (transcript [06:00]).
  • Maintained a polite tone and thanked the customer at the end (transcript [53:00]).
Agent Errors / Gaps
  • Incorrect use of the 5-press pairing method for MR2000 configuration — this model does not use 5-press for setup (transcript [09:00]). MR2000 uses the Linksys app or web interface for setup, not 5-press pairing (KB: universal_mesh_full_rebuild.md, velop_mesh_compatibility.md).
  • Misinterpreted solid pink LED as normal — MR2000 should show solid blue when online (transcript [08:00], [16:00], [36:00]). Solid pink indicates setup mode, not online status (KB: universal_mesh_full_rebuild.md LED reference).
  • Failed to verify internet connectivity — did not instruct customer to test wired connection to modem or run speed test (transcript [22:00]–[53:00]). Critical omission for an Internet/WAN setup issue.
  • Provided confusing Bluetooth instructions — MR2000 setup does not require Bluetooth (transcript [19:00]). This added unnecessary complexity and confusion.
  • Did not confirm WAN cable was connected to correct port or verify modem status properly (transcript [13:00]). Agent briefly mentioned checking Ethernet but did not follow through with verification.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed setup completion and expressed satisfaction: 'Okay, that's good to hear... thank you so much for all your help.'
R2 Met Diagnostic thoroughness conf 93%
Agent performed power cycle, factory reset, cable checks, and guided app configuration — relevant, logically sequenced steps.
R3 Met Correct resolution path conf 90%
Agent pursued best-effort troubleshooting for a new MR2000 router, did not dismiss due to out-of-warranty status, and achieved resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified red light and no internet symptoms but incorrectly interpreted LED states (solid pink as setup) and applied illogical 5-press reset.
T2 Not Met Appropriate tools / resources used conf 95%
Agent instructed 'press reset five times in five seconds' — a procedure valid only for Cognitive Mesh (LN/MX6200/MBE), not MR2000 (Intelligent Mesh). This misuse of a tool for an incompatible model constitutes a clear failure.
T3 Not Met No misinformation conf 96%
Agent repeatedly referred to a 'solid pink' light and instructed '5-press' pairing — neither applies to MR2000. The model uses solid purple for setup and web/app setup only. These are material inaccuracies per universal_factory_reset.md and velop_mesh_compatibility.md.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained general control but had multiple long silences, lost direction during app setup, and failed to correct misinformation, indicating lapses in call management.
C2 Partially Met Confirmed understanding conf 83%
Agent used plain language but gave confusing, incorrect instructions (pink light, 5-press) without confirming understanding, leading to customer confusion and repetition.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, performed troubleshooting, and did not transfer until after attempting resolution — transfer occurred only after app setup began, not to avoid difficulty.
O2 Partially Met Proactive follow-through conf 81%
Agent gave step-by-step guidance but did not set a clear timeline or follow-up plan; customer was left to self-manage post-call Wi-Fi reconnection.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be the first contact for this device setup.
Escalation Judgment
E1 Not Met Correct escalation decision conf 88%
Agent escalated to another agent prematurely during app setup, despite having the tools and knowledge to continue. The issue was not beyond L1 scope, making the escalation inappropriate.
E2 Not Met Escalation prep & handoff conf 90%
Escalation was poorly executed — agent said 'I'll tap you for an agent' without explaining why, to whom, or when, and customer was left waiting without context.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and closed professionally, but did not acknowledge customer frustration or repeated effort, missing key empathy opportunities.
X2 Partially Met Tone & rapport conf 82%
Agent remained patient but failed to adapt when customer expressed confusion (e.g., Wi-Fi reconnection loop), repeating ineffective instructions instead of simplifying.
X3 Partially Met Overall experience conf 80%
Customer had to repeat resets and app steps due to agent error; however, agent avoided unnecessary holds and stayed engaged.
Call Transcript104 turns · 107 lines
Speaker 1
Yes, hi. I've called you guys before and you had advised that I need a new router because mine was old. So I have the, I purchased a new, I got a Hydra, because that's what I needed. And I've tried to connect it, and for some reason, I can't, it's not working.
00:00
Speaker 2
Welcome to links as 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. Mm. Hi. Thank you for calling links Tech support. My name is Dylan. How can I help you today? Mm. All right. So, just to make sure I got it right ma'am, you purchased a new router and uh it's a Hydra.
00:00
Speaker 1
Yes. Correct. That's what it says. The model, I have a serial number, oh, the model is MR-2000. Serial number is, okay, let me see here. 5-0, U-1, 0-M-1-4-C-0-7-9-4-5. Correct.
01:00
Speaker 2
links is router can you provide me the exact the exact model of that device MR two thousand okay and how about a serial number all right let me just repeat that one it's five zero U for uniform 10 M for mike 14 C07 945 all right thank you so much for that one I'm I'm I believe that we're speaking with [silence]
01:00
Speaker 1
Deena's 20 calls. Yes, exactly. Spectrum Okay, should I plug it in and everything now? Because I haven't I did it yesterday, but then it wasn't working and I couldn't get you guys. So, should I connect it now and then you can check it out. Okay, let me do that right now then. Consistent.
02:00
Speaker 2
All right, Ma'am, let me just still input all the information here on your record and create a new one for your new device. Uh, by the way, Ma'am, I know who's your internet service provider? Spectrum. All right. Spectrum. All right, let me just check your router here, just bear with me, uh, Ms. Dina. [silence] Uh, you can plug it in for now and then let's observe it for at least two minutes and see what light indicator will it show, I mean, will it gives us. [silence] Alright. [silence] They've mentioned.
02:00
Speaker 1
Correct. an authorized. store an on a, website. , from an authorized electronic store on a website . Online. Okay. Okay, I have to unplug this. Then unplug this. And then this goes in the, internet box. I mean, I thought this was gonna be very easy to do, but it because they give you. in the box, it's a setup guide with like four, four things, but it said it's not connected. So, so it doesn't work. Okay, great. Okay. so. now.
03:00
Speaker 2
Did you kind of just purchased this router, right? Main. Oh, where did you purchase this one? Um, like online? I see. Okay. No problem, mom. I'll help you out in setting up the router. Uh, for now, let's just see what light indicator we'll give us.
03:00
Speaker 1
Now we're good to go. It's connected in the modem. It is just a... [silence] Okay. [silence] It's the old one away. Okay. See now is this... Yeah, okay. It should be on now. I have... [silence] Okay. Yeah, it's in now. See, it has a blue light now but then just a solid blue light. [silence] Yeah. [silence] Oh, now it's blinking a little bit. [silence] Yeah. [silence] Okay.
04:00
Speaker 2
uh, huh, that's correct, that's correct, just a solid blue light. Okay, a while, Buddha. Let's give it at least um, a minute, ma'am. Okay, that's a normal light pattern. Uh, it should give us a purple light indicator, which means it's now on setup mode, Kew. Wow.
04:00
Speaker 1
no. This is what happened yesterday. I never got anywhere just said it wasn't working. I don't know what it was because I called the Spectrum several times and they told me that it was, they did tests on their end. It's not the modem. I called you guys as you could see several times and they said I think you might need to replace the current router because it's quite old. so let's see because. Because the setup oh see now it's red. This is what happened yesterday. It says no internet. Yeah solid red. Okay. Okay. [silence]
05:00
Speaker 2
[silence] [silence] Did you hear anything? after [silence] are made. [silence] [silence] It's a solid [silence] Mhm. [silence] Okay. [silence] So, here's what we're going to do. Uh, we're going to reset the router first. [silence] [silence] um, just to ensure that it will go back to its default [silence] [silence] Um... [silence] Here's the [silence]
05:00
Speaker 1
OK. Let me just see here. So, it says reset. So, yeah, hold it for, how long? OK. OK. I think that's good. OK. Now I have a blinking blue light again.
06:00
Speaker 2
You need to perform just press and hold the reset button on the router for at least 20 seconds. All right. So press and hold it for 20 seconds. Okay. So let's wait for two minutes. All right.
06:00
Speaker 1
Now, um, will this new router, I'll still be able to keep the same IP address and everything that I've had previously. Right? Okay. Well, whatever, I don't I mean, maybe I'm probably saying it wrong. My private network, whatever it's called. Okay. Okay, great. Great. Okay. [silence]
07:00
Speaker 2
the the linksys router has its default IP address, man. Uh, you can, we can set it up uh, later on. and, um, configure it under the same Wi-Fi name and password. Mm-hmm.
07:00
Speaker 1
It's blinking blue and like a little bit, yeah, a little bit of green in there too. [silence] Now it's pink. Yes. Yes. [silence] The beginnings of it. Yeah. Yeah. Yeah. It's giving me the blues. [silence]
08:00
Speaker 2
any progress with the light indicator blinking blue? Mm-hmm. Okay. We can also consider that one as as the router being in setup mode. So let's try let's start to configure it first to go online.
08:00
Speaker 1
One, two, three, four, five. Okay? Now there's a white line. This is a big production. It says, uh, it's a setup guide. Setting up new Wi-Fi. There's like an app or there's like three three steps. This is a lot different. Anyways. All right.
09:00
Speaker 2
Let's see. Let's press the reset button on the router five times within five seconds. So, just press it, press it, release. Okay, that's good. Yeah, actually, we did not include that one on the side. But anyway, that's the easiest way to configure the router to go online. Anyway, we will be using the Linksys app or the web interface in setting up your router.
09:00
Speaker 1
[silence] Okay. [silence] So it's just a solid white line now. [silence] What is a mesh network? [silence] Because it says adding to your Linksys mesh network. [silence] What does that mean? [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay,
10:00
Speaker 2
Later on. Okay. yeah the the mesh network is the newest router, routing technology. It's actually, when you say mesh, it consists of multiple routers interconnected to each other to become a mesh network. So, uh so you'll have better connections, uh especially if you have big areas or even if you have uh small areas [silence]
10:00
Speaker 1
OK. OK. So, gotcha. Now, I just, it was, it was blue, and now it's gone red. Now, it's gone red. OK. [silence] Actually, no, I don't. I just have to... Yes, I do. I downloaded that yesterday when I was trying to set this up. Still solid Dread, yup. I'm
11:00
Speaker 2
Oh, by the way, uh, missed Dean. Do you have uh a computer or a laptop we can use to uh access? So, okay. But, uh, do you have a Linus app on your phone? Okay. Mhm. All right. We're going to use that one. Is it still solid red? Mhm. Okay. So let's reset the router again. The same way. Uh, press and hold the reset button for 20 seconds.
12:00
Speaker 1
Okay. On your on the router, yes, it is. And then on the other thing that is in, well, what this says Ethernet. Is that right? On the modem on the cable modem, router, Ethernet cable. Need another Ethernet cable from the Ethernet socket on the back of the. To go to the Ethernet socket on the back of the modem. In the same place that this one. That we have, that have. This goes here. And this was red and I thought this was red. Here's blue. Okay. There is. You sort of know no that.
13:00
Speaker 2
By the way, Miss Dinik, can you also check the physical connections? If the Ethernet cable is properly plugged in and it's plugged into the Internet port of the— Okay. That's good.
13:00
Speaker 1
Modem from Spectrum. Okay, then everything is up and running. Everything's plugged in properly. Now it's blue again on the router. Okay. Someone had suggested to me that, um, because there's, I don't think that this makes sense, but someone had suggested because there's a lot of new people in the building where I live that are using internet, Wi-Fi, whatever, even though they're not connected with me that it's causing issues for other people in the building. That didn't make sense to me. Does is that, could that be an issue?
14:00
Speaker 2
Yes, yes, ma'am. Okay, so, let's wait until it turns to a solid pink again or a solid purple. Very good. Well, uh, not, it's not really gonna be an issue.
14:00
Speaker 1
Yeah, well, I mean, everybody has their own Wi-Fi network. I mean, you know what happened? They and full installed FIOS in the building. And ever since they did that, I swear there's been issues with spectrum. But I don't know. You know, but it what happens is It wouldn't affect. Okay. Because I mean, I'll have my TV on and all of it. It'll say on it'll go on my TV in the corner, Wi-Fi not connected. And this is what's been happening and I explained that to spectrum and they
15:00
Speaker 2
But in the long ran, you'd probably be having slow internet issues, considering that, um, you'll be on the same channel as those people, uh, within your area. So, it's like, um, you'll have a congested channel where you receive the data. Yeah. Hmm. Mhm. I see. Hmm. But I don't think that would affect, though, the internet. Mhm. Mhm.
15:00
Speaker 1
you did I called many several times and they did many tests. They said they sent me a new modem. They checked the new modem. Everything was fine. They said it's how long you had the router to call you guys. I called you guys a couple of times and you guys said it's an old router. You should consider replacing it. So I'm hoping that this is going to fix it. Yeah, here we go. It's pink. it's pink. solid. Yeah. And go to the app. Okay.
16:00
Speaker 2
I see. no problem. man. so I will be needing your help you know in setting this up so I hope we can. OK. at least I'll be pink now. OK. so that's let's open your phone. and then no go to your phone's Wi-Fi settings.
16:00
Speaker 1
Okay. Links to set up OB 2, is that it? . Okay. Okay, what is that? Oh. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Just see. What is this at the end? .
17:00
Speaker 2
okay and then yes you connect to that Wi-Fi and then enter the default Wi-Fi password that is also located underneath the device if
17:00
Speaker 1
I can't read it. Let me just see. Okay. Um, uh oh. Okay. I have to do it again because I couldn't see it here. It's like so tiny. Okay, here we go. Right? Very tiny. And it's where my this is located. It's kind of a dark area. So, let me just try this one more time. Okay, that should be it. There we go. Okay. Now it's checked. So, that's good. Oh, but now it says no internet connection. Okay. Okay.
18:00
Speaker 2
[silence] actually, um, okay. And then, uh, Yes, ma'am. That's actually normal. We haven't configured your router yet. So, um, I'll go ahead and tap you for an agent here. Sorry for the wait. Would you hold while I connect your call and transfer you over? Is that okay, ma'am? [silence] Mike: We're transferring you over right now, okay? So, um, give you give us a moment. [silence]
18:00
Speaker 1
Yeah. just see. Yes, it is. Great. And it says, manage. Oh, loading the setup experience now just popped up. I agree. Okay. Allow Linksys. No, I don't want that. Don't allow. Make sure your Bluetooth is on. It is. Okay. Enable Bluetooth from the Linksys app. Go to settings, Linksys, and enable or I could rather set up without Bluetooth. What should is the best way to do it? Okay. [silence]
19:00
Speaker 2
Now, let's also check if your Bluetooth is turned on. Okay, that's great. [silence] All right, so now we can proceed in opening your Linksys app. Mm-hm. [silence] Mm-hm. Uh it would be best if you turn on the Bluetooth. So, we can, I mean, you you your your app can easily locate the router.
19:00
Speaker 1
Okay, so enable Bluetooth. So go to the settings Linksys. Okay, let me go back here. Settings, Linksys. Where is this? though? Settings and where will Linksys be here then when I'm in my settings? Yeah, not in the wal wi. Yeah. It says make sure Bluetooth is on. So it is on. Then enable Bluetooth for the Linksys app. Go to settings, Linksys and enable Bluetooth. But I'm in settings, but where is Linksys? It's just listed under Wi-Fi. That's not it.
20:00
Speaker 2
Yeah, okay. What did the app ask you? It should be under your applications.
20:00
Speaker 1
apps okay let's see apps okay there we go yeah okay got it and enable Bluetooth okay all set good very good okay so I did that so now I'm back to the app loading the setup experience okay again agree okay okay please wait connect the router to your modem okay did that all set it's connected okay click please plug additional nodes into power near the router keep them close for this step I don't know what that means if you don't have more nodes this stuff oh the mesh thing okay make sure everything's
21:00
Speaker 2
yes, and then you look for the lengths this. Yeah, yeah, that, yeah, that's that's what I've mentioned earlier. You can add additional. Yes, you're going to skip that. Sorry. My application. Sorry. [silence]
21:00
Speaker 1
Okay. Make sure everything is finished starting up. The light will blink while starting up and turn solid when it's ready. Okay. No, the light is solid. So, it's, it's pink now. The light is solid. So, okay. Click on that, checking for internet. This could take up to a minute. Boy, this is complicated. You guys give me a little piece of paper, like it was one, two, three. There's so many steps. Aiy, aiy, aiy, aiy. And this is like a basic router. So, it's so funny. I thought, I don't think it was, yeah. Anyway. It sure is. Okay. Okay, now it says, it looks like you're not using the internet.
22:00
Speaker 2
For now.
22:00
Speaker 1
Make sure your router is connected to your modem or source of internet. Use the port labeled internet. Um, but mine says, like I mentioned, ether, whatever that word is. Ethernet. And it's in there. So. My ports. Okay, try again. Let's see. Checking for internet. Yeah, I mean the thing, there's a cable wire, it's like attached to it there's the power and then there's the ethernet. She's checking for it says again now it's checking. I don't understand this. The thing is on. Okay. I just don't want, you know what, I was told to do when I mentioned earlier that it said um Wi-Fi not connected.
23:00
Speaker 2
Make you check if it's properly plugged I. No problem, ma'am. We really usually encounter issues
23:00
Speaker 1
and I was, it was suggested, I just unplugged the modem and the router, and then waited a few minutes, plugged them back in, and then it worked again. But, I mean, that's getting old, to keep doing that. So, that was what Spectrum had said, and you guys said you need a new router. If the modem is working fine, then you guys need a new router, so. Here I am. What's happening now is, it's still, okay, let's see. We weren't able to connect with your modem. Check your wiring. Restarting your modem again. Some modems can be stubborn starting a new connection. Okay, so. Should I check your wiring? I mean, I don't know.
24:00
Speaker 2
I'm not sure if I'm going to be able to get it all. I think it might be, here we go. You gotta pull up that ramp. You gotta pull down, yeah, but don't pull too hard.
24:00
Speaker 1
What wiring, I'm sitting right in front of it. So I have your wiring from the router into the modem. That's fine. And that's the only one I need from the router. And then I have the power cord, and then the cable that's screwed onto the back of the uh, uh the modem. And that's all it is. Um so restarting your modem again. Should I do that? Check your wiring. I I mean, okay, look. I was using your, well, Lycus router that I've had. Oh, you mean compared to the, No, I had an old router, Lycus E 900.
25:00
Speaker 2
uh huh. uh huh. uh huh. Okay. Prior to plugging in the MR2000 now, was there or were you using a different router? Uh-huh. Well, what I meant, Ma'am, is that, was the E900 plugged in prior to plugging in the MR2000? It's not plugged in. So, yeah, okay. Okay. All right. We can try to perform the sequence reboot. So, we probably just need to refresh your modem. So, let's unplug both your devices, your router and your modem, from the power source. Oh, yeah, sure. No problem. [silence]
25:00
Speaker 1
even check, pulled this thing out here and looked in the back of it and everything is fine. It just doesn't make any sense. What is happening? But, I mean, maybe I should, well, I'll wait to see what you say, but maybe I should unplug the um, Check your wiring. See? Again, it says it. But I think restarting the modem. What I was going to ask you was, should I also physically unplug the entire uh cable, whatever it is, from my wall? No? Okay. Okay. Okay. I hear you. Okay. I heard you. Okay. so don't don't do don't do what I'm sorry. What'd you say? Don't do that, but do what? [silence]
27:00
Speaker 2
Oh, no need to unplug the the wirings, just the power source for both router and the modem just unplug the power source or the for the uh...
27:00
Speaker 1
from, from the, the, the. You want. Wind. Close, the, close the app, okay. Okay. So delete the app. Okay, force closing it. Quit setup.
28:00
Speaker 2
[silence] 1 [silence] from the power [silence] strip where they're [silence] plugged in. [silence] Mhm. [silence] Okay. [silence] We can wait at [silence] least two minutes to [silence] really give them [silence] some time to [silence] you know refresh. [silence] Okay. [silence] Uh for now let's uh force [silence] close the lenses app. [silence] Yes and remove it [silence] from your previous [silence] accessed apps. [silence] Uh not deleting the app [silence] but just force closing it.
28:00
Speaker 1
it says with the setup, okay. Okay quit setup now it's just says Linksys on a white screen. Should I just close it or just something? Okay. So that's that. Okay. And you know when I, what it was happening before to, the electrical plug from the,
29:00
Speaker 2
Let's close that up for now. Yeah, just close it. Okay. So, I have a timer here. We just have to wait for another minute.
29:00
Speaker 1
from the router was getting very hot. So, so what is that? The old one, I'm talking about. Yeah, that's what I thought too. That's what you guys were telling me. Yeah. Okay. Because normally that wouldn't happen. Like he's all overworked, overused. Right? Yeah. I'm sorry? That's expected of the old model? Yeah. Okay.
30:00
Speaker 2
it's probably because of the age of the router. Mhm. Yes. So long as it is, it is actually expected for the old models. That age, yes.
30:00
Speaker 1
Okay. Okay. although the modern first which is all black which is kind of annoying instead of different color. Let's see. is the modem. Okay. That's in. Let's see what else we got. Yeah.
31:00
Speaker 2
All right, ma'am. Uh, we can now plug in first the modem. Let's plug it back into the power source. The modem first. Okay? Don't plug in yet the router. Yes. All right. Let's.
31:00
Speaker 1
Okay. Yeah. Okay. Yeah, cuz all it's usually, it says power and online, but it just says power right now. You know, the blue light. Mhm.
32:00
Speaker 2
so once the the modem is stable, we can plug him back the router. So let's wait for the light indicators on the modem to uh, stabilize. Okay. Mm-hmm. All right.
32:00
Speaker 1
Okay, now, well, it's white, but I think it needs to be blue, like the other one or no? Not sure. Yeah. That's it. Yes. Yes. But I thought that it's supposed to be blue, like the power button is, the power is illuminated blue. I thought the online should be illuminated blue also, but right now it's only white.
33:00
Speaker 2
You mean the modem, but it doesn't show as online already. All right.
33:00
Speaker 1
it's kind of blinking, too, the online is blinking. okay. Okay, now they're both blue. There we go. I was right. Okay. Yeah. Good.
34:00
Speaker 2
Oh, okay. Let's give it more time. All right. We can now plug in the router.
34:00
Speaker 1
Blue green blue green blinking. Okay, now it's pink. So I'm going back in the settings and, Wi-Fi not connected, so now links is set up, okay, it went automatically. password is, it's all in there now. I didn't have to put the password in again, is what I mean. Okay, and pink, solid pink line.
35:00
Speaker 2
All right. So let's connect again to the lingered - linguist. All right.
36:00
Speaker 1
Uh, yes. It looks like it is connected. loading the setup experiments once again agree terms and conditions okay please wait connect the source to your modem okay it's connected please additional okay next make sure everything is finished starting up the light will blink while starting and turn No light is solid yes okay checking for internet this could take up to a minute oh that went right away
37:00
Speaker 2
Is it now connected? I mean, are you now connected to the Wi-Fi? Okay, all right. So if you're already connected, let's open the Linux app again. [silence]
37:00
Speaker 1
Way now. Okay. Um name your Wi-Fi. So now I can uh put my the one that was yeah. Yeah. Okay, next. Continue. Okay. Email address login. We'll just skip for now. Okay. Create your router password. Okay. So now I can just plug in what I want to use. Oh. Can't have the same. Oh, no, wait. Okay. It's not like. To have the same same character twice in a row.
38:00
Speaker 2
okay, that's good. Yes, you can name your Wi-Fi now. The old... Yeah, the old Wi-Fi name? Yes. Yes, yes.
38:00
Speaker 1
[KEEP_UNCERTAIN] Oh. But. Okay. See. Um. There's a bill. That's weird. Let me see. Next. That's weird. Okay. I have. Move. See. Let me see it this way. The rules have changed. It said, uh, I can't have the same character twice in a row, but it's letters, it there's duplicate letters. I don't understand. That's weird. Yeah. Uh-huh. Okay. Let's see this. Nope. Okay. Let me try this.
39:00
Speaker 2
What do you mean? It wouldn't change. Yeah. It's actually... I mean, you can't have the same letters.
39:00
Speaker 1
See. Okay. And one special character. Okay. All right. Let's see if that's... You have to have an upper and lower case, okay. Okay. Looks like we're good. Um... Let's see. Next. Okay. Hopefully this is it, right? Configuring your Wi-Fi. Just gonna take up to a minute. Now, should this always be on the router, a purple, or whatever this is, pink, solid line, and that's how I know everything is okay? A blue... [silence]
40:00
Speaker 2
All right. No, it should turn solid blue once it's configured. So for now, let's, I mean, just follow the in app instruction.
40:00
Speaker 1
OK. OK, great. Yes, configuring your Wi-Fi. This could take up to a minute. OK. Allow Linksys to find devices? I don't want that. Don't allow. OK, Linksys is set up. OB2 created. Go to your phone's app and select your new Wi-Fi. Once connected, return. [silence] What should I do? Why is it--it says step one, go to your phone settings app and select your new Wi-Fi. [silence] And it's giving me the old password though. [silence] Yeah, yeah.
41:00
Speaker 2
Alright, that's good. Uh-huh. Alright. Yes. You just yeah You just changed your wifi name, right? Remember? Right. So, you just have to go back [silence]
41:00
Speaker 1
There it is yeah okay and right but how do I change the name on it because it doesn't say my old it doesn't say the name of my wifi it still says links is set up OB2. okay nope still says the same thing. okay yeah it says there's two steps it says step one go to your phone setting
42:00
Speaker 2
go to your; your wifi settings, on the phone, and then you look for the, that wifi name you created. And then connect to it. Use the new wifi password. What do you mean name on it? Oh, okay. Just try to turn off the wifi and turn it back on. Okay. Um, on the linksys app, what, what was the instruction again?
42:00
Speaker 1
So, what I would what I would do is go into your settings, go into Bluetooth and hit the little I icon beside the Link setup OB2, and then erase that device from the list, [silence] so it's gone. [silence] And then refresh, and I think it'll just show right back up. [silence] unless [silence] you guys can't get it to pair, I guess [silence] delete the device from your Bluetooth and then proceed because I'm on the other side, deleting the device, and what we can do to take care of the situation is push that on this side, so it just shows up, so this is the billing side. [silence] okay I don't hear any clicking [silence] so you don't want to need to [silence] Hey, let me know if there's something that I can help you with, so we don't. [silence] So select wifi [silence] select wifi [silence] OB2 wifi password [silence] once connected, return to this app and tap next below. [silence] [silence] [background conversation] [silence] [background conversation] Okay. [silence] [background conversation] [silence] [background conversation] Okay. [silence] Looking for your child notes. [silence] [background conversation] No, it says that this could take up to a minute. [silence] [background conversation] [silence] Okay. [silence] [background conversation] [silence] Okay. [silence] [background conversation] [silence] Okay, we'll do a [silence] Okay, okay. [silence] [background conversation] [silence] Okay, Link setup is ready, connect your devices to your new WiFi. [silence] [background conversation] [silence] [background conversation] No. [silence] [background conversation] I go to the dashboard. [silence] [background conversation] [silence] Okay. [background conversation] [silence] [background conversation] [silence] Getting router settings. [silence] [background conversation] [silence]
43:00
Speaker 2
Oh, okay. Oh, all right. Okay. Let's go on stop the next. Okay. Okay. Is there an option for you to skip that? Okay. Yeah. Mhm. All right. Yes, please.
43:00
Speaker 1
Okay, test internet speed. Should I do that? There's a whole bunch of stuff on this, yeah. Okay. Blue. I just need to change the name, though, because I don't want it to say . Okay, wait, because it says, okay, so I'm not, it says I'm not testing the internet speed. So then it says iPhone, and then it says modem. Okay, so network. So wait, so, so we can, so then you can test the internet speed. Okay, so it just keeps going on and on and on and on. Okay, four, five, six, seven, eight satellites connected. Good signal, but confirmed not a direct line of sight between modem and satellites. So, it doesn't look like I'll have any issues with my bill. [silence]
44:00
Speaker 2
So you can do that later on. But for now, can you check what's the light indicator showing on your Linksys device? Okay, that's good. All right. I think you're up and running. Your Linksys app is now configured and it's already online. And uh, we have, Oh, no problem. Uh, we can uh, go and um, You're already in the dashboard, right? You go through the three lines on the upper left corner.
44:00
Speaker 1
[silence] [silence] get all controls off guest network off share wi-fi internet slow link status link up and then I haven't done anything yet but this is what it says. So what should I so go in the little lines at the top of the thing? I got it yeah yes. So where do I go wi-fi settings okay and then change that there. Okay great. Oh but I thought I just changed the uh the password. No but now the password what password do I put in? So it's already populated that's from the
45:00
Speaker 2
yes, it can't can't you can change the wifi name and the wifi password
45:00
Speaker 1
Yeah, well, I I have my Wi-Fi password. That's the one that I just created that I couldn't use the two same characters. So that's the one I want to put in. So, right? I mean...my Wi-Fi name that I just put in. Yeah. Okay, let's see. Yeah. Okay, so now it looks like I changed the Wi-Fi name. I changed the Wi-Fi password and then advanced Wi-Fi settings, connect a device with what's WPS? [silence]
46:00
Speaker 2
Oh, it's your... I it's up to you, you actually, it, it, it depends on you, what password you're going to input there. Mhm. Oh, okay. Oh, yes. Yes. But on your WiFi name, what's showing there? Oh, okay. You can try to change the WiFi password. Mhm. WPS is a, a feature on their, on their router. Uh, if they try to change the WiFi password.
46:00
Speaker 1
Gotcha. Okay. So I don't have to worry about that right now? So I should just save this thing, write the Wi-Fi name and the Wi-Fi password. So I just: Okay, changing Wi-Fi password will cause all wireless devices to disconnect from your Wi-Fi network. You'll have to reconnect each device. Do you want to continue? Yeah. Because this is really like: Okay, restarting your Wi-Fi. Ah, this is insane. How many steps.
47:00
Speaker 2
router, wherein you can connect a device automatically by pressing it, so it's like if it's, for example, if you have a printer, that also has a feature of a WPS, you just have to click on the WPS button and click on the WPS button on the printer, and it will just automatically connect to the Wi-Fi. Mm-hmm. Yes, exactly, miss dinner. Mm-hmm. Continue.
47:00
Speaker 1
Now with the TV, it'll just automatically connect to the, uh, all this stuff too? Yeah. Okay. Yeah. Because, and it's also a different password because I couldn't use the same password. I had to like modify the why is that just the same letters like I had EE and I couldn't do that. That's weird. Okay. I guess it's may more secure. I don't know. Who knows. Restarting your wifi, this could take up to a minute. But I mean when I do that, what I'll do that on the TV, and so. [silence] [silence]
48:00
Speaker 2
well, if, if it recognized the same Wi-Fi and password, it should automatically, but if it doesn't, you can just manually connect it cuz you know it's a new device. it's a a different router. yeah. well, it's how the the link is up was built. yeah, actually.
48:00
Speaker 1
[KEEP_UNCERTAIN] self, like I wouldn't need your help for that, right? I could just figure that one out. Okay. Okay. Okay. It says, restarting your Wi-Fi. This could take up to a minute. Yeah, just spinning. It's like. [silence]
49:00
Speaker 2
yes yes ma'am you have to look for the Wi-Fi through your TV's Wi-Fi settings and all how is it okay let's just give it more time
49:00
Speaker 1
Gosh now so now, based on everything, we're going over, this should be fine now I shouldn't have any more issues of Wi-Fi dropping and everything since I have the new modem. Was that correct? Yeah, okay. Right? Well, they I told you, they told me that they did many tests on it. They they took me into call and you got anyway. Okay, so now it says enter your new password. When you change your Wi-Fi password, you were disconnected from your thing. Reconnect to feeling groovy is my thing and enter the new password to enjoy your Wi-Fi. So uh log in to link Smart Wi-Fi account. That's what I'm doing. It says
50:00
Speaker 2
Yes, ma'am. But that also still depends, you know, with um, your Internet service provider, because the router is just dependent on the Internet source. Uh-huh. Yes, ma'am.
50:00
Speaker 1
Show me how or? well, let's see, show me how. Okay. Well, yeah, I did this. I don't understand, it's telling me, oh, I can't get out of this. It says, when you changed your Wi-Fi password, you were disconnected from Wi-Fi, that's my thing. Reconnect to FIamnet and enter the new password to enjoy your Wi-Fi. And then it says show me how, but it keeps, when I click on show me how, it says, on your Wi-Fi list, select and enter your Wi-Fi password, but it's the old password that I had with you guys. again Oh my gosh. This is like I did it three times already. Okay, now I just, it said, okay, so manage your Wi-Fi, set up and now it brought me back to the home screen.
51:00
Speaker 2
What did it ask again? Sorry. Hmm. All right. Oh, it's just the, you know, the example. But you can try to input the new password that you just created.
51:00
Speaker 1
Manage, manage your Wi-Fi. We're set up, OK, click on that. OK, all right, so now create a new, what is this? Log in, manage settings at home. I don't need to, Oh, I have to create an account now with this. Yeah, cuz it says it says manage your Wi-Fi and I clicked on that and it brought me to that screen that says log in, oh router password. OK, or yeah, to log into your router password, go to your settings, select Wi-Fi, once connected, return here, let's see. Wi-Fi not connected. OK. I see. I got it. So now enter the password to join this. Now this is the one that I, I just changed that I, I want to put back in, right? [silence]
52:00
Speaker 2
Okay, that's good. Manage your Wi-Fi. Oh, you don't need to create an account, ma'am. Oh, login. Oh, I see. I think. Mm. Okay. Can you go back to your phone's Wi-Fi settings, and then you look for the new Wi-Fi name.
52:00
Speaker 1
Hi. Aye. Okay. That should be it now. Let's see. Hopefully. Is that it? Yes. Oh, you could see it on your end? Oh. Okay, yeah, that looks like it's it's good to go. Oh, wow. Well, thank you. What is your name anyway? Dylan, Dylan, thank you so much for all your help. I really appreciate it. I don't I couldn't have done this without you with this little piece of uh like three things, three pointers on me that was included in the box. It's crazy. So thank you for your time and your help.
53:00
Speaker 2
Yes. Yes. No, I can't see it. I'm just following, whatever you say. Okay, that's good to hear, ma'am. I think we're all good for now. Uh, it's Dylan. My name is Dylan. Sure. Yeah. Sure, Ms. Dina. Just don't hesitate to give us a call in case you need assistance or you're...
53:00
Speaker 1
Okay. Well if they're, I guess there's any kind of like a survey I can fill out. I'm happy to, to do that. Okay. Okay. I'll give you five stars. Yes. Okay. Thank you Dylan. You're welcome. Take care. Bye bye. Bye. [silence]
54:00
Speaker 2
Having an issue with the router.Am so um, thank you as well for helping me up with the troubleshooting.Uh, I couldn't have done this, you know, you're it's actually you who did all the troubleshooting. Anyway, um, I appreciate your time. Hm. Oh, um, well, it you can actually receive an email.I think right off. But yeah, you can it just, you know, Yeah, I would appreciate that one. Thank you so much, Ms. Dinh for calling Linksys. Have a great day and take care. All right. Bye for now. [silence]
54:00