V2 Rubric Detail — d2709526-7421-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 01:20
Duration
50m 31s
Contact
Alan Lang
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00135258
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: TV has buffering connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall88.3% (+30.3)

V2 Grader Summary

The agent successfully resolved the customer's buffering issue by restoring the MR8300 router to solid blue through power cycle, factory reset, and 5-press method, then guided TV reconnection. Despite a material technical inaccuracy (referencing a non-existent 'solid purple' light), all core troubleshooting, ownership, and communication strengths were demonstrated. No escalation was needed or performed.

V1 Case Analysis

Customer reported TV buffering and solid red router light on MR8300. Performed power cycle, factory reset, and 5-press reset. Router recovered to solid blue. Customer confirmed TV working. Informed device is out of warranty.

Troubleshooting Steps
  • Power-cycled Spectrum modem and Linksys router.
  • Performed a 30-second factory reset using the reset button.
  • Executed the 5-press reset method on the MR8300.
  • Verified router LED status changed to solid blue.
  • Instructed customer to reconnect TV to default Wi-Fi network.
Key Observations
  • Agent correctly used the 5-press method, which is supported on MR8300 per KB.
  • Agent gave inaccurate LED color reference (purple/pink), which does not exist on Linksys routers and contradicts KB.
  • Long periods of silence and inefficient pacing reduced efficiency.
  • Warranty status was clearly communicated as out of warranty.
Positive Highlights
  • Collected model and serial number early in the call [05:00–06:00].
  • Successfully reset the router and restored a solid blue status light.
  • Provided clear next-step instructions for the customer to verify connectivity.
  • Correctly applied the 5-press reset method, which is documented as valid for MR8300 in universal_5press_models.md.
Agent Errors / Gaps
  • Incorrect reference to a "solid purple" LED at [33:00], which does not exist on Linksys routers; KB states solid blue indicates online status.
  • Stated the router should turn "solid purple" after reset [33:00], which is factually incorrect and may confuse the customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms router light is solid blue and customer confirms TV is working after reset and 5-press method.
R2 Met Diagnostic thoroughness conf 97%
Agent performed power-cycle of modem and router, checked cable connections, executed factory reset, and applied 5-press method in logical sequence.
R3 Met Correct resolution path conf 96%
Agent determined device out-of-warranty but continued best-effort troubleshooting (reset, 5-press) without dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified buffering and solid red light, asked about TV connection, checked modem status, and logically progressed to root cause.
T2 Met Appropriate tools / resources used conf 95%
Used power cycle, factory reset, and 5-press method — all appropriate and necessary for MR8300 per KB; no remote tools needed.
T3 Not Met No misinformation conf 96%
Agent instructed customer to wait for router light to turn 'solid purple' — a non-existent LED state on MR8300 per Assessment 3 and KB.
Communication
C1 Met Clear & professional language conf 92%
Agent framed the call, maintained control, guided troubleshooting steps clearly, and managed transitions despite customer confusion.
C2 Met Confirmed understanding conf 91%
Agent used plain language, confirmed understanding, repeated instructions, and adapted to customer’s pace and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed all troubleshooting, and did not transfer the customer.
O2 Partially Met Proactive follow-through conf 83%
Agent provided clear next steps (connect TV to Wi-Fi) but did not set a concrete follow-up time or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was available or referenced; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue resolved at L1 with appropriate troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details are not applicable.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent acknowledged inconvenience, thanked customer for patience, and maintained courteous, solution-focused tone throughout.
X2 Met Tone & rapport conf 92%
Agent matched customer’s slower pace, checked comprehension frequently, and adjusted delivery for clarity and engagement.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, performed actions agent-side (e.g., guiding TV connection), and reduced customer effort efficiently.
Call Transcript76 turns · 80 lines
Speaker 1
[silence] We need this room hold it. [silence]
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 one now. For out of warranty products...Please have your device serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
here be back on line? no, here's a number you just said you needed network light toward me. okay period. okay serial number 29b one You got to stop.
01:00
Speaker 2
Thank you for calling links technical support. My name is Paul. I'm helping you today. Okay. Okay, man. That mmhmm [silence] [silence]
02:00
Speaker 1
And the, the number, the serial number is two, are you there? Hello! Okay. Two, all right, two nine Z one one M2 AA zero seven six seven seven. Right? Correct. Mm-hmm. Okay.
03:00
Speaker 2
Yes, yes, I'm here, sir. I'm listening. Yes, yes. I can hear you. Okay. That's two nine V4 vector one one M, as in Mike, two a A, Apple, Apple, 0 7677. Did I get it right, sir? Okay. Yeah, thank you very much for this information. And hold on a second, let me just double check something here. Okay, hold on a second, hold on. Let me just double check this.
03:00
Speaker 1
Okay, you have the model number hang on. [silence] you ready for this? Okay. serial [silence] says WPS is that it? And there's a, okay. Uh, let's see, I gave below that is a serial.
04:00
Speaker 2
Okay, any of those, can I have the model number of your Linksys router? Yes. I do not that one, sir.
04:00
Speaker 1
[silence] for b3.0. Okay. I'm I'm checking it on the the I guess you call it the box with the little four antenna running up on the right hand side. Okay.
05:00
Speaker 2
No, not that. Usually, it's located on the top of the serial number. Look for anything that starts with MR. MR MX or WHW. Something like that. But by the way, are you checking it in the in the box or on the unit itself? Oh. Kind of check it on underneath the device itself. So, underneath the device, there's a sticker there.
05:00
Speaker 1
[silence] [silence] MR 8300 [silence] V11. [silence] [silence] That's right. Alan. A-L-A-N-N-L-A-N-N-G. Just one N. [silence] Alan Lang. [silence] L-A-N-G. [silence] email is [silence] Alan C Land [silence] at gmail.com. And let me spell that A [silence] O R. J OSHUANRO 229.
06:00
Speaker 2
Then you have there the model number. Okay. Got it. Yeah. You got it. Try. Correct. Okay. Thank you very much for this information, sir. And yeah, let me also create for for me to create a ticket for user. I need yet to have this information. Can I help, sir? Your first name, sir? It's Allen. Right? Or Allen? A Llaan. Okay. So ok. One more. Okay. Yeah. Allen then. Okay. Thank you. And how about your email address?
06:00
Speaker 1
Lancely D.E.L. A.N.G. Correct. Uh-huh. Okay. All right. My wife's what well, it's it sometimes just blinks right off and then it's an excuse me. This little thing comes in an excuse me. That says buffering, whatever that means. I mean from our TV, I don't know what buffering means. Uh
07:00
Speaker 2
Okay, So that's alanclayd lang@ gmail.com, right, okay, thank you for this information. Sir. And by the way, So before we proceed, Let me know what's the problem of your T.T. Is it connecting to your Wi-Fi? you can tell me more about your concern. Mm-hmm. Mm, nice. Okay, so it's just buffering. So yeah, So when you watch a video or a movie, it will just pause for a while, [silence]
07:00
Speaker 1
excuse me just a moment, can you hear me? can you hear me? okay. i haven't a cough a week. okay, now, what did you what were you saying we no, I'm I'm watching uh I'm watching cable spectrum spectrum. that's what we what that's what we usually watch on that on the. [silence] all right, when we turn it on, we can turn it on. it'll stay on for a few minutes and then it'll switch back to the original screen where you you know, you go down to get to your spectrum or whatever.
08:00
Speaker 2
Yes, yes, ma'am. Yes, yes, I can hear you. Okay. So, yeah, I just want to confirm, ma'am, if I get your concern right. So, basically you are watching a video or movie on TV, right? And it will just pause and buffering. Mm-hmm. Mm-hmm. Okay. Yeah, what happened when you watch your TV? Yeah, what happened when you watch your TV?
08:00
Speaker 1
Yeah, I have seen it say buffering and the spectrum thingy is going around and the picture's gone and that's why they said maybe we should check with you.
09:00
Speaker 2
So it just keeps on buffering and eventually it will be gone. And by the way, mami, I know how is your TV connected to this linges router? Yes, is it connected via Wi-Fi? Via Ethernet cable? Yeah, how? Oh, it's via Wi-Fi. Yeah. And by the way, mom, do you have smart devices or do you have a fan that is connected as well? [silence]
09:00
Speaker 1
Oh no, we don't have a we only have we have a laptop. Yes, we have a computer, I mean, this is to the internet. We have a computer and we have a laptop, two laptops and the TV, one TV. We have the other we have cable boxes for them. Yeah, the it was working fine, yes, uh-huh. This has happened just in the last week or something. And and said something about the channel signal. You can't get a signal. And I forgot about that. It does say that, um, too, when it cuts off. And Tom Belinsky is going from blue to blinking blue to red. Uh, he said the Linsky goes from blue to be blinking blue, to red. Does that tell you anything?
10:00
Speaker 2
Wi-Fi to the router. Y Y Y to the spectrum or yeah. Yeah to the laptop is it online while connected? Hmm okay. Okay. So? The TV and the laptop ma'am I mean, I mean the laptop they are just working find out right and the computer yeah because if that.am yeah. The TV yeah the signal might not be sufficient for the TV to pick it up [silence] Am
10:00
Speaker 1
Blinking, did you say blink, blue? yeah. Well, yeah. i mean, yeah. and now it's red. it's solid red right now. wait just mean now. i'm going to let you explain that to him. okay. go ahead. okay. she checked it too and it seemed to be all right.
11:00
Speaker 2
blinking blue. To red , red. And how I so I right now , ma'am , what's the the color , what's the the status light on the Linksys router. Is it blue or solid red solid red right now. I see yeah cuz if it's solid red man , then that indicates that the router is disconnected from the network. Yeah. Okay, so so , yeah , if the light on the router there is red , then that means it lost the connection coming from the modem. And but the what's the status light on your on your spectrum modem right now. What's the color of light on the modem.
11:00
Speaker 1
Right now, it just says online. There's two fainted blue lights, uh, sort of behind the, uh, you can just barely see them. blue those those two faded lights are are blue. I guess, yes. Okay. Oh. Well, there's there's no there's no indication. The lower blue light is where it says online. The upper blue light, there's there's nothing lit there. So [silence]
12:00
Speaker 2
mean, what's the light on the router right down yeah? Mm-hmm. Yeah, what's the color of the light on the modem side? Is it blue? Okay, so that's the power and the online light, right? Could you do a quick check, sir? I just want to make sure. What are those blue lights on the modem?
12:00
Speaker 1
Of there's no, nothing printed there. Now, The, the power light. Uh, yes, it's, it's, it's blue, yes. Now, when we were talking to the lady from, uh, what chart? Spectrum. It, it lit up for a few seconds, but then it, it, uh, faded away. But she seemed to think that it was all right with her, uh, checking it.
13:00
Speaker 2
How about the power lights? Actually, it's the one on the top. Is it blue? So, blue light on the power and the online light. Yeah. Yeah. But Yeah, because normally, sir, for Spectrum, they will just check the line coming from their end going to the modem, but not on the actual phones itself.
13:00
Speaker 1
Okay, now that that's a little that's the little black cord round, right? Yeah. Unplug that. Yes. Okay, the light from your, the light from what? Uh, there's a red light on the Linksys. Yes. Okay. That's a little black cord. All right. I unplugged it and now of course, there's no light.
14:00
Speaker 2
on the modem so that should how they check that connectivity anyway so let's try first to like to reboot the modem on the router okay so can you unplug first the Linksys router from power please unplug it from the power. Yeah, the Linksys. Yeah, the Linksys the one that is plugged into the outlet, please unplug it. Make sure the light on the router turns off. [ silence ] Okay it's off now? Yeah from the Linksys router is it off now? The Linksys. Yes, unplug the power adapter of Linksys. Unplug it from power. Okay, so is it? Okay. And also the spectrum modem, unplug
14:00
Speaker 1
Okay. Hang on. Hold it. All right, now those three cards, I know it's not the yellow one. Uh, the bottom one is a small round one, and then the top one is... Well, let's see. The top one is... The top one is a cable, so you want... You don't want to, uh, just uh pull out the power one, right? Okay. I'm doing that right now. Hold this. Okay. All right, it's out. Yes. It's taken the core down. Minute. Okay.
15:00
Speaker 2
from the power outlet. [silence] [silence] [silence] [silence] [silence] [silence] u [silence] [silence] [silence] [silence] so make sure the uh light on the spectrum modem is off. [silence] yeah, the power this turn off the modem. [silence] [silence] so it's off now. Okay, so let's give it let's give it uh 10 seconds. [silence] No, no need, no need, no need the minute. Just 10 seconds.
15:00
Speaker 1
Okay. Okay Okay. I'll plug it back. alright. it's back in. Okay. there's just one blue light. on the top. there's no. Okay. alright. alright. Okay. alright. alright. alright. so far. there's not running anything. now. Okay. now. alright. now. this come on. basically
16:00
Speaker 2
Okay sir, yeah please plug in back the power adapter the modem. Okay. Yeah let's wait until the the blue light comes on on the modem. Yes. Yes sir, just give it some time, it will take time for the modem to reboot. Okay. So let's wait first until the light the blue light comes on on the modem. You had the online light and the power light. Let me know sir if it comes out. Okay.
16:00
Speaker 1
Alright, they, they went on for just a second and then clicked right off again. Uh, I wonder if everything's plugged in here good. Okay, now we got a we got a white light in front of uh, online. Above that is a blue light. Above that is a blue light. Okay. All right. It's still the
17:00
Speaker 2
What what lights are lit on the modem right now? Okay. Yeah, that's okay, so I think maybe it's still part of the bullet process to the modem. Mhm. Yeah, I think it should be blue. Yeah, it should be blue. Let's wait until it turns blue, Cir. How is it now, Cir? What's the light at the moment? [silence]
17:00
Speaker 1
White, kind of a whitish light in front of online, and above that is a little blue light. The white light has, has blinked. It goes almost dim, and then lightens up again. Okay. Now the thing went off. Uh. Okay. Well, right now there's nothing. There's absolutely no lights on it now. [silence]
18:00
Speaker 2
and they adjusted give it some time yeah because normally for for spectrum the light should be blue on on the modem not white silence
18:00
Speaker 1
Oh, it didn't. Well, did you get a look? The computer screens. I'm in the screen screen computer screen is on. If that means anything. Okay, the modem. There. There is a faded blue light above where it says online. Yes. You can barely see it. You got to kind of turn it right way to see it. [silence]
19:00
Speaker 2
it should be solid blue the the two is figure six press the modem yeah we need the modem is it still white sir it speyed blue yes
19:00
Speaker 1
I'll do yes.‡ i’V’reGOT it w^ ^s -Plugged. now is pugged up. okay. uh. still don’ see any any difference^ in the modem^ okay. okay. we’ve Got all right. we’ve got two lights now. they’re they’re faded but^ uh one’s right in uh where it says online and the other one is above that^ and I can’t read
20:00
Speaker 2
yeah so maybe something wrong with uh one sir okay try to turn back on sir the link sys router and plug it to power yeah plug it no no i mean plug it back to power power it back on ok good yeah just give it some time sir yeah so that's uh is the light on the modem right now it's a solid blue light for power right then uh what you call this a faded blue for the online light
20:00
Speaker 1
need what it's supposed to say there?
21:00
Speaker 2
Okay. But to confirm, say it's blue, right? Uh solid blue. Yeah, like, uh dark blue light and solid blue light and the other one is like a faded blue light, right? Yeah. I think this should be fine just as long as there's like a shade of blue. just not white. Okay. Yeah, that's okay, sir. I think the modem's fine. Try to check sir. Lynx is router now. Okay. So, let's wait under the light Sir turns solid. it's online should be solid blue. Yes. yes, it's pink.
21:00
Speaker 1
Oh, okay. Okay. All right. It's turned red now. Solid red. It's not flashing just solid red. Yes. What does that mean? The router's in bad shape or what? Oh, okay. Let's see. Let me check the cords and make sure they're tight. All right. Okay. Did that make any difference? Johnny. When I shifted. Okay.
22:00
Speaker 2
Yes, it should blink blue, meaning indicating that the router is rebooting. Then after the blinking blue, it will turn solid, I mean, it turns flashing red. Just solid red. Because if that's the case, then, yeah, it's not, that's not good. So that means the router is offline. So it got disconnected from the internet. Yeah. Yeah, because for this one, Sir, we might need to reconfigure. Yes, make sure the cables, Sir, that came from the Spectrum module is connected to the internet port of the Linksys router.
22:00
Speaker 1
Yes, yes. The power cable, the little black cable, uh is connected to the, to a little box that's plugged into the uh, you know, electrical line. Okay, let's see, would that be the yellow one?
23:00
Speaker 2
The cable that came from the modem connected to the Internet port of the linksys router. Is it that the cable that came from the modem is it connected to the internet port of the linksys router? How about the cables or I mean the ethernet cable is there anything that that is connected to the internet port of linksys router? Yes sir, it could be yellow. [silence]
23:00
Speaker 1
Okay, all right, let's see, I'll unplug it, you want me to unplug it? go ahead and plug it. back. okay, it is. okay, yes, well, I'm, and then I'm looking at the backside and it blinks when I move, oh, ah, ah!, it is still red. [silence]
24:00
Speaker 2
I know, sir. Uh, now, sir, make sure it's connected to the Ethernet port of Linksys. Is it connected to the Ethernet port? It is? Yes. Yeah. And the light... Is there a quote? Go on. Yeah, try to unplug and re-plug that Ethernet cable at the back of the router. Yeah, try to unplug and plug it back. Note what made... Okay, and thewhat is the light on the router right now, sir. The light on the top. It's all red. I see. Yes, so if that's the case then the router, meaning the router is disconnected from the network. Okay. And, but it also may place this on hold just for a moment.
24:00
Speaker 1
okay okay your nose, are you seeing? your nose good I'm gonna go down to get my iPad's working. Hello. [silence] understand well um uh our daughter who's pretty savvy on this stuff has suspected that the um that it might be yes right so uh I appreciate Okay, [silence] sure. Okay. Just a second. On the back of it. Okay, there's. Okay, I'm looking at the back of it now. Yes, I see the red button.
25:00
Speaker 2
Yeah, there's something wrong with the router.But if. but if you want to make sure we can try to trigger if this router can still be fixed. We try to reset the router and see if the router will actually respond okay. yeah we can give it a try. So on the back at the back of the router, can you see that the hole that there's a button inside red button inside. Yeah, try to check in the back this uh red button. yes. yeah there's a red button, right? okay so let's try to check if the router will still respond. Try to press okay so please.
31:00
Speaker 1
[silence]
32:00
Speaker 2
[silence] Press and hold the reset button for 30 seconds. Yes. Correct. You can use, yes, yes, or the red button. You can use a pin or any object to press the hole, yeah, to make sure. Yeah, 30 seconds. Yes. Correct. Yeah, let me just have you start it so I can do the time. Okay. Okay, good. Keep holding it in, otherwise, I won't be able to release. Keep holding. Keep holding. Not yet, not yet. Keep holding. Keep holding. Keep holding. Okay. Let go.
32:00
Speaker 1
All right, I did. OK, let's see. It's blue now. Well, yes. OK, it is flashing blue. Yes. OK, so far it hasn't. It's still blinking blue.
33:00
Speaker 2
of the reset button. Okay. Then, please observe the light there on the front of the modem. It should be, uh, flashing glow. Just give it some time. It should be flashing glow by now. Okay. Then, let's wait until it turns solid purple. Let me know if it turns solid purple. Yes, yes. That'll take time. [silence].
33:00
Speaker 1
okay uh [silence] it's supposed to come up purple now. [silence] okay. it's still blinking blue. [silence] it's not solid yet. [silence] okay. now it's turned uh red. [silence]
34:00
Speaker 2
How is it going, sir? What's the status light? flashing. Okay. Let me know So if it turns solid. Okay. Red solid or pinkish red? I see. Yeah. So it seems they are. That's that I think there's something wrong.
34:00
Speaker 1
Okay.
35:00
Speaker 2
was wrong with the hardware of the router. Okay. So this time, so let's try this. Okay. Please press the reset button on the back of the router. Same button, sir, the red button. But this time it. Press it five times, not too fast, not too slow. So just press release. Yes. Five times. Just press release press release five times. Correct. Ah, just one second. One second will do. Just count 101. 102. Until 105. 105. Yes, sir. five times. Let's go, okay. Mm-hm. Yes. Just give it take it some give it some time. [silence] What's the status light's what's the color?
35:00
Speaker 1
solid blue yes yes it is okay password all right password okay it's in as in Norman oh okay what I can't
37:00
Speaker 2
So, um, is it solid blue now, sir? Um, yes, because if it's blue, that means the router is, um, connected to the network and it is working. Okay. Yes. So at this point, sir, yes, try this. Check the default name, yes, on the bottom of the router. Yes, you have there the default name and the default password. Try to connect to that Wi-Fi name, sir. See if you can go online. Yes, that one. I don't need no need to give it to me, sir. Try to connect to that Wi-Fi name and enter that Wi-Fi password. So you have there the Wi-Fi name sir there, right. Oh. Unzip the password from [silence] box. [[silence]] We have the Wi-Fi name there. Write the password. Okay. On the [silence] [[silence]]
37:00
Speaker 1
Yes. Lynchus. Lynchus setup. P 986. Okay. Um, do you want the letters now for the uh password? H uh try to connect the TV. OK. I'll have to go downstairs. Can I use the TV? OK. OK. Um, she uh do you want me to turn the TV on? OK. Oh, here's Tom another laps
38:00
Speaker 2
Yes. Okay. Let's try to connect to the wireless networks your. Okay. Just try to connect to your Wi-Fi network. Connect your TV to your Wi-Fi. Yes. To your Wi-Fi. And then if it asks for the Wi-Fi password, you could type in that password. Yes, ma'am. Try to connect your TV to Linksys-setup wireless networks. [ silence ]
38:00
Speaker 1
level, so I'll have to go down and turn it on. Okay. All right. All right. All right. Okay. the bottom of the- yeah, I'm sure. Yeah. I still don't- I still don't- follow you. Uh, there's, there is a there is a password of, of yes. It's a combination of letters. and numbers, correct. [silence] Transcribed by Sonix
39:00
Speaker 2
Yes, it's much better. So, if you took a picture on the bottom of the Ligius router, so you don't have to go up and down to check the password. Yeah, just take a picture on the bottom of the router. Yes, the default Wi-Fi name. Yeah, take a picture of it so when you connect, you already have the Wi-Fi password as well. Uh yes, or uh yes, on the bottom of the router, right? On the sticker. Yes. A number. Yes. Yeah, take a picture on the bottom of the router, sir, because you need that password.
39:00
Speaker 1
Okay, take a picture of it with. With a. Wow, that's wonderful. Okay, yeah, all right I have to go down and get the iPhone. We're on the third level and most, most everything's on the second level. Okay, so hang on. Oh, Johnny. Bring your phone up. We need to take pictures of the bottom of the phone. That's all right. It's working now. Grab your phone. We just got to get a picture of the phone.
40:00
Speaker 2
yes. Yeah, just the sticker at the bottom of the router. Yeah, take a picture using your phone. Yeah. Okay.
40:00
Speaker 1
[silence]
41:00
Speaker 2
Yes sir I'm still here yeah yes yes sir yes so then try to connect your TV sir to Wi-Fi you to Lincoln's set up Wi-Fi name
41:00
Speaker 1
hey hey hey hey hey hey hey okay okay okay okay see did you see that put that in my phone on my phone okay okay okay okay okay did you understand what he said yeah I'm uh going over to the TV okay we're going over to the TV now it's on different floors
43:00
Speaker 2
Oh, what do you mean, sir? No, no, no. I just want you to save it on your phone, okay? on your phone. Yes on your phone. Yes then go to your TV, sir then check if your TV can see the Linksys setup WiFi name. Ya, if it detects that name, try to connect it to that WiFi name. Okay
43:00
Speaker 1
Okay, and the, the lengthy is still is solid blue. Okay, alright, we're going down to the TV now. Okay. Thanks for hanging with us. Oh, these things take time. all right, but, so we turned it on, we've turned on Spectrum 1, which is our, uh, spectrum station and everything appears to be working fine. Um, move, go to some other channels.
44:00
Speaker 2
Oh, that's good, that's a good sign, if it has a blue light. You're very welcome, sir. Okay. the hill circle how was it okay okay good yes sir we actually reset the onto the router yeah it should be blue because what we did because what happened earlier sir yeah if you notice it yeah yeah you mentioned
44:00
Speaker 1
Yes. Okay. All right. And it is uh still solid blue. Which is what it's uh yeah. Okay. Thank you very much. Thank you for your patience and have a good evening or wherever you are. It's evening here. Thank you so much. Yes. Okay. All right.
49:00
Speaker 2
That the light on the router is flashing red and blue. Yeah, that's not a good sign, sir. Yeah, that means the router is disconnected from the network. So, what do we just did, sir, is we reset the router. And reconfigure it. Okay, that's good, sir. Yeah, that's what it should be. You're very much welcome. Yes. And by the way, sir, also want to inform you, sir, that your device is already outside of its warranty. And yeah, for this one, sir. Yeah, in case you need assistance in the future, sir, then, yeah, we might, uh, the next technician might, uh, like offer you a support option. So, what I did there is I provide you just a one-time support regarding your concern. Yeah, for now. Okay.
49:00
Speaker 1
Thank you so much. If OK, what was that again? Your name is? Paul? P-A-U-L. OK, Thank you, Paul. Appreciate it. You have a good evening. you too. Thank you.
50:00
Speaker 2
Yeah, You're welcome sir. And once again, my name is Paul. Yeah, my name is Paul from Linksys. Yeah. Paul. EAS. You are very much, you're very much welcome, you're very much welcome and have a nice day. Stay safe always, okay? Bye bye. You're welcome. [silence]
50:00