V2 Rubric Detail — cc0c33f4-69d4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 22:43
Duration
67m 5s
Contact
Jasong Hanna
Issue Type
Internet/WAN Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#TE00133677
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately offering a paid service upon learning the device was out-of-warranty, violating the OOW best-effort standard which requires genuine troubleshooting before discussing paid options.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent performed basic troubleshooting but failed to use required tools (router admin interface), gave incorrect reset instructions, and violated protocol by pushing a paid service before meaningful effort. Escalation was appropriate due to persistent setup failure, but the interaction was marred by poor communication, lack of empathy, and premature monetization, triggering an auto-zero for avoidance.

V1 Case Analysis

E7350 out-of-warranty; customer reports Wi-Fi connects but no internet (APIPA 169.254.x.x). Agent performed incorrect 25-sec reset, suggested invalid IP conflict workaround, failed to access UI, and setup wizard looped. Escalated to Level-2, ticket LCS00133677, callback 727-793-5555.

Troubleshooting Steps
  • Verified modem works via direct connection to TV
  • Instructed 25-second factory reset (incorrect duration; KB: 10–15 sec)
  • Power-cycled modem and router with 30-second wait
  • Attempted to access router UI at http://192.168.1.1
  • Changed SSID names for 2.4 GHz and 5 GHz bands
  • Suggested temporary removal of WAN cable due to false IP conflict theory (contradicts KB)
  • Repeated setup wizard attempts which looped
Key Observations
  • Agent provided materially incorrect technical guidance (25-second reset, IP conflict theory), warranting ACCURACY score of 1
  • Suggested invalid workaround (disconnecting WAN cable) based on false premise that modem and router can have IP address conflict — contradicts KB and networking fundamentals
  • Call was inefficient with repeated loops, long holds, and no validation of steps
  • Payment was processed without clear PCI compliance language or confirmation of card details
  • Customer was not reassured, and next steps were not clearly summarized until end
Positive Highlights
  • Correctly identified the router model (E7350) early in the call
  • Confirmed modem functionality by customer report of direct connection test
  • Processed paid-support transaction appropriately for out-of-warranty device
  • Collected callback number and provided a valid ticket number (LCS00133677)
  • Escalated to Level-2 when basic troubleshooting failed, following correct path
Agent Errors / Gaps
  • Instructed incorrect factory reset duration of 25 seconds (KB standard is 10–15 seconds)
  • Provided invalid technical theory that modem and router can have IP address conflict, leading to unnecessary WAN cable removal (contradicts KB)
  • Suggested disconnecting Ethernet cable to avoid IP conflict — this is incorrect and not supported by KB or networking principles
  • Failed to recognize that APIPA address (169.254.x.x) indicates DHCP failure on router, not WAN conflict
  • Did not follow proper troubleshooting flow — skipped checking firmware, auto-update, or ISP-specific settings (e.g., PPPoE)
  • Gave confusing and malformed URL instructions (e.g., 'http colon slash slash')
  • Failed to acknowledge customer's frustration or provide interim empathy during long hold
  • Processed paid-support transaction without clear PCI compliance language or card-detail confirmation

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent escalated to Level 2 with a callback promise but did not resolve the issue or confirm a resolution path during the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a factory reset, checked for APIPA IP (169.254), and tried a different Ethernet cable, but never accessed the router interface to verify WAN status or ISP settings.
R3 Not Met Correct resolution path conf 92%
Agent immediately pivoted to a paid 'PayConnect' service upon identifying the device as out-of-warranty, violating OOW best-effort standard which requires troubleshooting before discussing paid options.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent correctly identified the APIPA address as a symptom of no DHCP, but failed to ask about ISP type (e.g., PPPoE, VLAN) or check modem configuration, missing root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accessed the router’s web interface (192.168.1.1) to check WAN status, despite repeated setup wizard failures — a required diagnostic step per KB.
T3 Not Met No misinformation conf 96%
Agent instructed a 25-second reset (KB specifies 10–20 seconds or until LED flash-off); later increased to 30 seconds — materially incorrect per universal_factory_reset.md.
Communication
C1 Not Met Clear & professional language conf 94%
Call began with a sales pitch, included long silences, no clear framing, and abrupt transitions; agent lost control during holds and failed to manage expectations.
C2 Not Met Confirmed understanding conf 92%
Agent used technical commands like 'ncp.click' without explanation, did not confirm understanding, and maintained a scripted tone despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and performed some troubleshooting, but ownership was compromised by early push for paid service and failure to resolve the issue.
O2 Met Proactive follow-through conf 97%
Agent provided a clear callback window (2–3 hours), ticket number (LCS00133677), and confirmed callback number (727-793-5555).
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; customer mentioned a prior call but agent did not use or acknowledge it in continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation was justified due to the setup wizard looping repeatedly despite multiple resets — a valid trigger per universal_escalation_guide.md.
E2 Met Escalation prep & handoff conf 96%
Agent correctly identified Level 2 as the escalation path, provided ticket and callback details, and explained the reason for escalation.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer frustration, repeated attempts, or expressed empathy — remained transactional throughout.
X2 Not Met Tone & rapport conf 91%
Agent used a rigid, monotone delivery and did not adapt to customer’s confusion or emotional state (e.g., dog distraction, repeated errors).
X3 Not Met Overall experience conf 93%
Customer had to repeat information, provide a photo of the label, and endure multiple redundant steps and unexplained holds.
Call Transcript92 turns · 106 lines
Speaker 1
(Weak) Man. How? Yeah, hi. Uh, I'm trying to connect. I called earlier, but it didn't work. They sent me an email, how to reconnect my route, my uh links to my.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear, please have your device's 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. [silence] Thank you for calling Linksys. This is Epi. How can I help you? [silence] Okay, so, just to check your record, Sir. This is Jessica. I and Jay Songha. I'll, then your e-mail address Jessica. Your first name is spelled as J-A-S-O-N-G, is that right? And then Hannah, your last name, H-A-N-N-A @Gmail.com. So, you have an E7350 router, is that correct?
00:00
Speaker 1
yep. I have internet. We checked the direct why of the TV and it was working. It's not just the link. It's kind of like stuck in the middle. Uh-huh. Not the link. Okay.
02:00
Speaker 2
[silence]. Mmm-hmm. [silence]. So, your modem is working. It's not the - not the links. [silence]. Okay. Uh, alright. So, uh, just to, uh, yeah, inform you that, uh, the, uh, router is already out of warranty. So would you like to avail for the - uh, for the PayConnect service? Yeah. This is good for an hour. We have a 16 minutes of troubleshooting and this service, by the way, is non-refundable. So, you wanna go for the PayConnect service? [silence]. Alright. Let me just process it first. Yeah. And then I'll assist you in a bit. Yeah, sure. Uh, ma'am if you're ready, we can start with the troubleshooting. Yeah. What's your name, by the way? Uh, miss. [silence]. Ma'am? Uh-huh. Can we just keep it Ma'am for now? [silence]. Uh-huh. Alright. So, ma'am. I just want to know if, uh, which landline do you have? VDSL? I'm not too sure if. Uh, is it okay if I.. Oh, uh, just give me a moment, just a second, please.
02:00
Speaker 1
Okay. Yes. You ready?
03:00
Speaker 2
Just give me one minutes, sir. Let me just prepare my system here. So, sir, please get ready our credit card information, okay? Because we will now process the transaction. For your security, I'm going to stop the recording. Okay? So, what credit card are we going to use for this transaction?
03:00
Speaker 1
Masada. Okay. My name, Jason, G, H. A. N. I. S. Five, one, eight, two, one, three, zero, zero, three, two, one, zero, four, seven, three, three. 627. 605. [silence] [silence]
04:00
Speaker 2
Yeah, what type of credit card, sir? Master Card. And what is the name that appears on the card? And the card number. [silence] And what about the expiration? And the security code. Okay, so let me place the order.
04:00
Speaker 1
Okay. Yes. Yes.
05:00
Speaker 2
by the way sir a copy of the receipt will be sent to your email okay so you were successfully charged by the amount of $15 okay and again this service is non-refundable so I'm going to resume the recording now so we can start with our troubleshooting so all right can you hear me okay all right so sir let me verify your uh cable connection so you have the uh spectrum box connected to the internet port of your e7350 router that is connected to the yellow port
05:00
Speaker 1
We all vote. Yes. Yes. The blue on top for the power and it's yellow for the ethernet. That's it. Yeah, the internet thing, the yellow. Yellow light for the internet. Yeah. Yes. Yeah. And no, I have a computer. [silence]
06:00
Speaker 2
Let me see. I will get to device to check that for you [silence] Just one moment. [silence] And wait. Let me see. Matt do you have access to any computer? Yeah. If use this one just go on. [silence]
06:00
Speaker 1
I'm still but I can connect with it. It doesn't have plug for ethernet. you don't want to Yeah. okay. we'll use the computer then. It's not working. Yes. Okay, it's ready.
07:00
Speaker 2
But is it wireless capable? It's wireless, capable, okay. Yes, can we power on your computer, please, so as we can properly set this up? Is your computer a desktop or a laptop, sir? It's a desktop. Okay. All right. please let me know if your computer is ready. [silence]
07:00
Speaker 1
[music] uh huh yeah... uh... II connect need password... oh I got it passwords... Jahre doggy go my god... Julius
08:00
Speaker 2
power it on. All right. Can we go to the wireless icon? Do you see the wireless icon at the bottom right hand? Okay. Can we click on it and do you see your network? links his. And are you connected to it? Yes. Can we put in your password? That'd be fine. Yeah. Thanks.
08:00
Speaker 1
Come Brownie. Come. Come. Brownie. That's annoying. Oh, go away. Sorry. My dog won't stop biting on a thing and I have to put away. Seven. S. S. S. Detail. Thing.
09:00
Speaker 2
Okay. So, are you connected to the network? Okay.
09:00
Speaker 1
Next. Kevlar riding in connecting okay it's connected not internet scute yeah yes yes [silence]
10:00
Speaker 2
Mhm. Okay. It says connected but no internet. Okay. All right, let me just check the IP address of your computer. Can we click start or do you see their um search option at the bottom?
10:00
Speaker 1
I don't know what I'm doing. There's. Uh-huh. Okay. Okay.
11:00
Speaker 2
Is your computer running on Windows 10, sir? Or Windows 11? OK, but you see search option there, right? OK, let's type in N for Nancy, C for Charlie, P for Peter, A for Apple, dots, C for Charlie, P for Peter, L for Larry, or L for Lima, and then press enter. All right, did you get it?
11:00
Speaker 1
[KEEP_UNCERTAIN] Yes, I have Bluetooth network connection not connected, ethernet to network cable unplugged and Wi-Fi un-unified network Intel, uh, on that one, right? [inaudible] okay. [inaudible] detail. [inaudible] Yes. [inaudible] IP. [inaudible] 194, right? Okay, 169.254.2.10. Yes. Uh-uh. IP.[silence] 1001, 194, [silence] 169.254.
12:00
Speaker 2
ok, click details. Mhm. What is the IPv4 address or? IPv4 IP address
12:00
Speaker 1
of that six nine dot two four four. the red one okay
13:00
Speaker 2
Okay. Well, 169.254 is not a valid API address. That's the reason why you're not online right now. So, what we're going to do is we're going to perform a reset on your Links router. So, try to look at the back. There's a reset button, sir. That's the red button. Press and hold it for 25 seconds. Okay? Yes. Just press and hold it for 25 seconds.
13:00
Speaker 1
Okay. good sign. Oh. Okay. Denise. Um. So. Thank you. Thank you. Thank you.
14:00
Speaker 2
Okay. Now, okay, that's a lesson.
14:00
Speaker 1
the blue one for power and yellow for internet something happens
15:00
Speaker 2
All right. So can you tell me what lights are lit, sir? After the reset. Okay. Can you power off your Lynx this router as well as your modem, please? And we'll, uh, leave it off for 30 seconds, sir, okay? or we'll, uh, have to leave it off for just one minute. I'll let you know when to turn that back on, sir.
15:00
Speaker 1
steth steth steth come on one way come on disqualify disqualify I've been there I've been disqualified I've been disqualified [silence] no no [silence] no I expect three more terms last year, I definitely qualify [silence] through this, sir.
17:00
Speaker 2
all right, can we power on your modem first? Please wait for the lights to stabilize before you plug in your linksys router back. So make sure you have the online light lit up on your modem. It should be solid green or blue. Now, what's the light you have there? So let's check it right now. What's the light you have right now? And what's the Wi-Fi mean? When you press your display, is it straight to solid yellow?
18:00
Speaker 1
No, not yet. It's still flashing.
19:00
Speaker 2
The week hurt day of the minute, is checked by the later doctor, but please should have said Wednesday had recently Add up both. what if it was OK. All right, so is the modem now powered on? All the lights are solid. Oh, not yet, OK. All right, then to kindly turn on your.links if. So, so all of your devices are showing connection errors. Okay, so if you, if you if you forget your next speed, how are you connecting to your IP address? Are you connecting to your Wi-Fi? Do you have a switch there or are you okay?
19:00
Speaker 1
Okay, I have Yellow light for internet. [silence] Yes. [silence] on the bottom. Yes. [silence] what do I do?
22:00
Speaker 2
All right. okay so, sir, can we um take a look at the uh back of your Linksys router there are Wi-Fi details. Can you please take a picture of that? oh, yes, try to look at the bottom. You should be able to See there, the Wi-Fi details. Kindly take a picture because we need those settings to connect your computer client. I'm going to adjust the settings for you. All right. Is it done? Okay. Can we go back to your computer and look for the wireless icon again at the bottom right. Click on the wireless icon, then view available networks. [silence]
22:00
Speaker 1
The link is right here. Yeah, school. Connected. 02058. underscore. 5. GHZ. No. I just close it. Actually. N. C. T. P. A. That
24:00
Speaker 2
Okay, what's the name of the network? Linksys is Oh. Okay, so you're still connected to the network. Okay. Um sorry, do you still have the network connections window these still have it open? [silence] Okay, can we go back to start again? I mean, can we go back to search again and type in ncp.click. Oh. Yes. And like Nancy, C for Charlie, P for Peter
24:00
Speaker 1
I got one, yes. That's we see that in the yeah. Got it. Yes. OK, now I get to see icons. status, OK. Read them. [silence]
25:00
Speaker 2
a for Apple dot C for Charlie B for Peter L for limma and CPA C P L and then press enter okay right click again on Wi-Fi and go to status and then click details yes and tell me what is the IP V4 address
25:00
Speaker 1
Yes. Yes. Yes. Yes. uh-huh. One second now. uh-huh. She
26:00
Speaker 2
Okay, good, it's a valid IP address now. So what about the default gateway, is it one 168.1.1. Okay, all right, can we close that screen, sir? And do you have Google Chrome installed on your computer, sir? Right. Okay, can we open up Google Chrome? and uh please type yes please type this link on the address bar. that would be H T T P that is H for Harry, T for Tango, C for Tango, P for Peter and then colon, colon, 192. uh dot 168 dot 1 one.
26:00
Speaker 1
http://https://Yes._one nine two_one six eight_rank one Sent... okay, says let's get started. that's our refresh they'll help you configure [silence]
27:00
Speaker 2
http colon, that's the two dots yeah, http colon that's the two dots, and then forward slash forward slash, uh huh, 192 168 1.1 and then press enter
27:00
Speaker 1
I have done [silence] do I agree to this before access to setup? [silence] It came out [silence] no o it came out the next one it came out Wi-Fi setting you can personalize your Wi-Fi network by changing network names. [silence] Okay. [silence] I'm going to
28:00
Speaker 2
Yeah tell me what are the options please, before we uh hit go. Can you read to me the options sir? Okay, Yes, please uh check the license agreement and do you see their manual configuration below? Manual configuration. On that same screen. All right, yes uh Please change the name of the network. Would you like to, would you like to kill?
28:00
Speaker 1
I could change it so there's two um 2.4 and 5. do the same or change to different network okay same password okay they both [silence]
29:00
Speaker 2
it the name the same or you want to change it? I think uh yes it you can actually just uh change the name links this to your name and then just put uh the five gigahertz keep the five gigahertz and the 2.4 there sir just uh change the name of both networks so instead of links if you can just put in your name there but you can keep the 5 MHz for the password you may create your own password if you want you wanna keep the password or just [silence]
29:00
Speaker 1
do I do both the same password or change it to a different password? So, let's say I put Jason and I do the same because that's what I had the problem I was using the 2.4 but I have no password, so I needed to reset it and this is what I had the problem So, the second one is do the same name for both or I can change the different name? Okay. Okay. Okay.
30:00
Speaker 2
Yes. You can just keep both the same. Different names, sir. So, you need to separate both networks, okay? So, you'd be able to identify which one is the 5 gigahertz and which one is the 2.4. So, you can actually just put your name there and then just put 5 gigahertz for the four, for the four.
30:00
Speaker 1
Well, I did first one json. And second on json hanna. Okay. Okay. Okay. I got this. type all the same password. Okay. And head safe. [silence]
31:00
Speaker 2
5 gigahertz band.
31:00
Speaker 1
Safe. Now it says connect to your network, your new network, use the wireless menu on you computer or device. So search for Wi-Fi. Okay. available Jason Henna connect. Okay. Next.
32:00
Speaker 2
Mm-hm. Okay. Yes, so just go to the wireless icon at the bottom right hand and look for your new name, sir. Please reconnect to that. Mm-hm. [silence]
32:00
Speaker 1
on my network it says Jason, no internet secured. and the other side pops up and it says Checking for Internet Connection please wait, this may take a couple minutes. [ silence ]
33:00
Speaker 2
Okay, so are you connected to the new network? All right, and what, what options you have on your screen? Okay.
33:00
Speaker 1
left up. no no I have the the smart TV it does yeah that's why I was first with the Spectum and we did that and it was working and had internet [silence]
34:00
Speaker 2
your computer, sir is a desktop. sir, right? or is it a laptop? okay, it's a laptop. it doesn't have an ethernet port on the side. So, have you tried connecting your smart TV to your modem and check if it uh it works that way? okay.
34:00
Speaker 1
Yeah.
35:00
Speaker 2
We may also try um, using a different uh ethernet cable sir. Okay? The uh cable that you connected from the modem to the Linksys. Do you have another ethernet cable? Mm-hmm. We will try it later on. Just uh, later. We will do that later okay? Cause right now the uh computer is still detecting the internet. So. Mm-hmm. Okay, so what.
35:00
Speaker 1
Still the same. Checking for internet connection. Okay. You are now connected to your router. But we cannot determine that you connected to the internet. Try restarting the modem. Hop in a web browser to see if you access the internet. Sure.
36:00
Speaker 2
you see on your screen right now? [silence] still checking for internet. Okay. [silence] Okay. Okay. [silence] all right. So can we try using a different cable? So, uh, [silence] yeah, uh, try connecting a different cable from your modem to the Linksys.
36:00
Speaker 1
Okay, it's connected. [silence]
37:00
Speaker 2
So, yeah, is it or mark? I know you're being probably sick or switch. I knew I didn't lock up fairly. Okay.
37:00
Speaker 1
Yep. Patty? Yep. For the internet. For the internet. Yes. For the internet. Yes. For the internet.
38:00
Speaker 2
after you've connected it with a different cable, sir, can you please check the links of light fill yellow for the internet? All right, can we go back to your computer?
38:00
Speaker 1
Okay, I'm by the computer, yeah. It is what I have the screen where it says, this gets start, setup wizard will help you configure your router and get it connected. I have under option where you select, I have read and accepted the license term for using the software, I click next to it. No, this screen is here. So if I click this one,
39:00
Speaker 2
[silence] Okay, we're still connected to Linksys, right to the Linksys network. We can open a browser. Okay. Do you do you have the page open the Linksys page open? [silence] Uh hold on. Do you have manual configuration there, sir, as an option or?
39:00
Speaker 1
old it's not opening at this screens open and it's blocking everything [silence] okay to [silence] yeah [silence] to access the set up wizard again you will have to reset the device to factory settings [silence]
40:00
Speaker 2
pc, we need the access key will you please show me okay. loading okay, it says to access the link at www.toronto.ca Twitter key, can we please push and hold the reset button again on your link sister, but right now it's going to be longer. Okay, hold on a second, um, let me go grab someone. um so wait wait, Try holding it for 30 seconds, okay? [silence] And then there's a couple of pictures. [noise] Okay. All right. So after the reset, is there a kindly unplug the power of your links as well as the modem. Turn them both off, and we'll wait for one minute again before we plug it back in.
40:00
Speaker 1
Okay. Okay. We'll wait for it.
43:00
Speaker 2
Okay. and will need to keep those steps in place. So, you said you'll do this I see that area that's the normal. Welcome will it be for us at this point? Hmm. So, at this I want to be able to wave. a lot of wave the thank you now, when I plug that in the weekend the power up the computer and be back online? okay. uh. Okay, can we plug in your modem first, wait for the lights to stabilize before you power on the Linksys? OK, is it powered on? Sir, OK so what you're using [silence] [silence] so what [silence]
43:00
Speaker 1
Okay. I'm going to plug it in now. Okay. Hey, got me. Okay. Got me. Okay. Hey, got me. Okay. Hey, okay. Okay. Got me. Hey, okay. Get you. Try. Gotcha. Okay. SI.
46:00
Speaker 2
We will run through the setup wizard again. We will finish running the setup wizard so we can get through the interface of your Linksys. So we will just try that again.
46:00
Speaker 1
it doesn't come on yet. Okay. Now it's, no, it's yellow. It's connected. No internet. Yes.
47:00
Speaker 2
the network is not three okay so you have a linksys router now powered on right and the Internet lights the yellow okay can we back to your computer will check first sir were you still connected to links so okay
47:00
Speaker 1
Okay. Remove the Ethernet. Okay. Removed.
48:00
Speaker 2
Alright, here's the thing. Can we disconnect your modem for the meantime? Disconnect it from the internet port of your Linksys. Okay? Because, yeah, because I have a feeling that your modem, the one from Spectrum, has the same IP address with Linksys. So there could be a conflict. So, uh, we'll just have to run. Yes, remove the Ethernet from the internet port of your Linksys router. Temporarily. Okay? We'll just do this temporarily. Okay. So, once it's removed, kindly open up a new window on Chrome. So just open up a new window.
48:00
Speaker 1
Okay. I'll open new window. Okay. Okay.
49:00
Speaker 2
[KEEP_UNCERTAIN] and under the status that is your service report. Okay, and on the address bar type in again http colon slash slash there's a table there showing the port status. Check on your Internet your GPS internet speed, Gracias for watching. HTTP colon slash slash 192 dot 168 dot 1 dot 1 and then press enter [silence] there's a. G feeds for this
49:00
Speaker 1
says let's get started. let's get started the program. yeah. yes. no. Anna says your ethernet cable is not connected correctly. check the following. ethernet cable by Scl),
50:00
Speaker 2
Okay. And let me know what are the options. Okay. So it says, let's, so this, yes. So you have to set up wizard. So kindly check the, uh, license agreement and just hit next. So you don't see manual configuration there, right? It doesn't say okay, yeah. Just go to next. And what are the options? Okay. Okay. And right now, the, did you click next?
50:00
Speaker 1
Wi-Fi setting again asking for names of tablets no. okay. No that no.
53:00
Speaker 2
Okay what happened now? Yes, kindly yes, sir. Kindly set up a new network. So you can use the same network name the one that you had set up before.[silence] Thank you. We go to Brock. Thank you.
53:00
Speaker 1
resent. I did that. Just connect to your network. Use the wireless menu on your computer or device and the settings below to set up, continue automatically. [silence] Connect Oh Connect Oh Connect Oh Connect Oh [silence] now checking for network connection
54:00
Speaker 2
Thank you. >> Let you know about your research. Okay.
55:00
Speaker 1
yes there is no internet. it's connected to wide to the Wi-Fi, yes and now checking for internet.
56:00
Speaker 2
All righty, connected to your new network, right? Right now the wizard is tracking the connection, correct? It's connected to what? Okay. It's tracking internet, alright? I understand. Can you hear me? Yeah, you can too, then, um, the win. If you can hear me, you're probably right at the, um, advertising screen that says welcome to your new network. Which one? Um, you know. I need the good, uh, yeah, that's what I need. I hear a keyboard. All right, uh, let's see if we can make a selection. Okay. Um, we have uh, English and Spanish. Do you, which would you like? English? Okay. Um, actually, why don't you just keep hitting enter? Yeah. Just hit enter. So while waiting for that, while waiting for that, can I put you on hold for about three to four minutes? I'll just have to verify something. Okay? All right. Just hold on, please. Hello Sir? Hello Sir, thank you so much for patiently waiting. I do apologize for the very long halt. Okay. So um what options you have right now?
56:00
Speaker 1
[silence] Same thing. I went through it and it says, connected to the router, but there's can't guarantee there's internet. That's what it says. Yeah. Beginning. Yeah.
64:00
Speaker 2
It's still trying to like detect the internet. It's still going through. Okay, so it doesn't detect the internet and it goes back to the to the uh first um screen, right? Like, yeah, to the very beginning. Okay. All right. So it's it's just like looping here, sir. I really do apologize. Yeah, I've I've also checked this one with my immediate superior, sir. So it seems that there's a need for me to uh escalate this uh call to our level two technician. Okay? They will do some advanced troubleshooting with you. Uh, cause um there could be a need for them to buy But to set up Wizard, as it's really not, it's kind of looping right now. So, um, they will be calling you back within two to three hours. Would that be okay, sir? So, uh, yeah, the level two, our, uh, level two technician will be calling you back and let me verify your callback number. That would be 727 793 5555. Is that correct? Is that a good callback number? Okay. All right. So, just please wait for their call, sir. I really do apologize again for the inconvenience. Uh, I apologize if this took so long. So, we uh tried um possible troubleshooting steps to make this resolve it. It seems that yep, we've been on the phone for an hour now. So, I'll just have to escalate this. So, just please wait for their call. Okay? Someone will call you.
64:00
Speaker 1
Okay? Okay? Okay.
66:00
Speaker 2
We'll call you back, sir. Alright. I thank you so much again for calling Link sister and by the way, let me give you this ticket number. Kindly take note. You're ready? Okay. Ticket number is L for Lima, C for Tango, S for Sam. 00133677. Okay. Alright. Thank you so much for your time. And thank you again for calling Link sister. This is Abby, you do have a great night, sir.
66:00