V2 Rubric Detail — d4664c9a-6b4d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 19:42
Duration
52m 14s
Contact
Madison Hainrich
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133684
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CONFIGURED WIRELESS SETTINGS.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided resolving the issue by immediately pushing a paid support session and hardware upgrade without first conducting proper diagnostics or offering a best-effort solution for the existing device.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the customer's Wi-Fi coverage issue, instead deflecting to a paid service and hardware upgrade without validating the root cause. Technical inaccuracies, poor communication, and lack of ownership undermined the interaction. Despite some troubleshooting steps, the agent did not meet core support expectations for out-of-warranty devices, resulting in an ownership gap with auto-zero for avoidance.

V1 Case Analysis

Customer (E5400) reported weak WiFi in bedroom and router login difficulties. Agent pushed paid support, collected payment, gave incorrect default credentials, misrepresented Ethernet port speeds, and recommended incompatible MX mesh units. WiFi issue unresolved; customer considering hardware purchase.

Troubleshooting Steps
  • Guided customer to myrouter.local (correct URL for E Series)
  • Performed speed tests on 5GHz and 2.4GHz bands
  • Suggested power-cycle of modem/router (late in call)
  • Split 2.4GHz/5GHz bands (KB-recommended for compatibility)
Key Observations
  • Agent pushed paid support without verifying warranty status or attempting basic troubleshooting
  • Multiple technical inaccuracies: default credentials, Ethernet port speeds, and contradictory throughput claims
  • No model/serial/warranty collection despite paid support context
  • Recommended hardware upgrade without confirming compatibility or exploring KB-recommended settings (channel width, DFS channels, device overload)
Positive Highlights
  • Guided customer to correct local router URL (myrouter.local for E Series)
  • Performed speed tests to illustrate band performance differences
  • Correctly explained 2.4GHz (range) vs 5GHz (speed) differences
  • Suggested power-cycle (valid troubleshooting step, though late)
Agent Errors / Gaps
  • Did not ask for or record product model/serial number (protocol violation)
  • Immediately offered paid support before basic troubleshooting (protocol violation)
  • Provided incorrect default admin password guidance ('admin' is correct for E Series, but agent failed to confirm model first)
  • Misrepresented router capabilities: claimed E5400 Ethernet ports limited to 100Mbps (contradicted by KB and later claimed 1Gbps)
  • Recommended MX2000/MX4200 mesh system without confirming compatibility with E5400
  • Failed to follow standard troubleshooting flow (power-cycle, channel width, DFS channels, device overload)
  • Did not verify WiFi password location on router label
  • Did not check for firmware updates or recommend factory reset as last resort
  • Incorrectly suggested splitting 2.4GHz/5GHz bands would resolve coverage (KB recommends this for compatibility, not coverage)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the core issue of poor Wi-Fi coverage in the bedroom; instead suggested hardware upgrade and wired backhaul, which the customer cannot implement.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed a power cycle, guided a speed test, and attempted to split 2.4/5 GHz bands, but skipped key diagnostics like checking firmware, channel congestion, or DHCP settings.
R3 Not Met Correct resolution path conf 95%
Agent immediately pushed a paid support session and hardware upgrade without determining warranty status or attempting best-effort troubleshooting for the existing device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified weak signal and speed drop-off with distance, asked about house size and router lights, but failed to ask for model number or firmware version to guide accurate troubleshooting.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any diagnostic tools — no remote access, no log review, and no guided router settings check beyond basic login; relied solely on customer-reported symptoms.
T3 Not Met No misinformation conf 97%
Agent incorrectly claimed the internet port 'can only handle up to 100 Mbps' while also saying the router supports 1 Gbps; suggested coaxial could be used for Ethernet, which is technically incorrect.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of the call with long silences, abrupt transitions into paid service pitch, and failure to manage expectations or maintain flow.
C2 Not Met Confirmed understanding conf 92%
Agent used inconsistent technical terms (e.g., 'back hole setup') and did not confirm understanding; customer repeatedly expressed confusion and needed clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred ownership to a paid support session instead of resolving the issue, failing to take responsibility for the customer's connectivity problem.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested power cycling and considering mesh nodes, but provided no follow-up plan, timeline, or commitment for further assistance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer frustration, repeated effort, or rental limitations; maintained a transactional tone throughout.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt to customer’s confusion or pace; continued with complex instructions and sales language despite clear signs of disengagement.
X3 Not Met Overall experience conf 95%
Customer had to manually perform multiple steps (speed tests, reboots, band switching) that could have been streamlined; repeated information due to lack of continuity.
Call Transcript92 turns · 97 lines
Speaker 1
Yeah, hi, I'm having a just connectivity issues. Um, I did call a few days ago, and then someone sent me like the email for how to do it by myself and change [silence] so I was trying to do it, but I've never had this happen, or maybe I just don't know what to do. And then I [silence] I saw there's someone else on the phone, so I kind of got scared, then I kind of like went away. And then I was just like, what do I do now? Because I just need to get connected.
00:00
Speaker 2
Welcome to links this 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.Links.com. Please have your device's serial number ready for assistance. Press one now for out of warranty products. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid for support option may be available depending on the issue. Hi, thank you for calling link service this is to be. No. Can I help you today?
00:00
Speaker 1
your guys' thing your email and it like, and it just says like, how to log into link school band Wi-Fi support I clicked on that link and then it says open browser for link 7350 and 8450 do this for LINK 5600 do this. and I can't see anywhere that says for link 5400 do this. Oh, so I do just have to reset it. Oh, yeah, yeah I did reset it. Yeah. I just my TV in my living room, Yeah. Hey, yeah. Yes.
02:00
Speaker 2
So, you attempt to reset your linksys router and set up. No, no. Before, before contacting us for support, we need to find out if you reset your linksys router. But the router, is it working? What is the internet light of the router? If so, any.
02:00
Speaker 1
This is where my router and modem are like in the same room are OK. But my bedroom, that's like 20 feet one way. The Wi-Fi can't connect. And then 40 feet the other way, my phone even has a hard time connecting. But I have a computer in there that's also struggling to connect. No, I just moved in a little bit ago. And I have moved here before and I just thought it was bad Wi-Fi. And then someone said try switching. Go ahead. Yeah. It's just an apartment. And it's, [silence].
03:00
Speaker 2
[silence] [silence] Okay. [silence] But it was working fine before? [silence] [silence] Yeah with [silence] [silence] it [silence] Yeah, because it might be the distance. That there's a [silence] thick walls that might cause with the issue. [silence] Maybe you need an extender to extend the Wi-Fi coverage of your internet or a [silence] or you need to do an upgrade and purchase mesh devices from Linksys. [silence] Can I know how big is your house and how many floor levels does it have?
03:00
Speaker 1
one level and it's 800 square feet. well, yeah, that's up. 800. To be honest, I don't even know where the power button is. I know that the yeah, where is the power light? Oh, yeah, the internet like light is like flickering green. Like a very like shallow flicker green. Yeah.
04:00
Speaker 2
is in 100 square feet. but can we check? Okay. Can we check the light indicator of the router, sir? Sorry, ma'am. What is the power light? Solid blue? No, the power light... And then the internet light. What is the internet light? So the router is currently working and provide internet connection.
04:00
Speaker 1
Yeah, I was just, I was told that if you switch from, like, 5G to 2.4G, it's faster, and I don't know what I'm on right now. So that's what I was trying to do is I was trying to switch channels to a less congested channel and hoping that would work. And I don't know how to do that. So that's why I had you guys send me the emails. That's from tell me how to do what I thought. Yes.
05:00
Speaker 2
Okay. So if you're going also to proceed with the page support, I can assist you in setting up your links to your router. But I cannot guarantee that we can fix the issue. So either we can or we cannot [silence] Is the previous technician sending you the email on how to [silence] Okay, I guess the previous technician sent you an email for the instructions.
05:00
Speaker 1
So that's it. Yeah, that's what I was saying is it doesn't tell me how to log into my links. Like it says how to log into links dual Wi-Fi click here, click there. And then it has like a web page that says um if you open a browser and follow the instructions below for links E7350 and E8450 do this which is not needed. It's neither one of what I have. Then it says for links 5600 do that. I also don't have that one. And then that's the end of the article. So I'm assuming I need something that says for.
06:00
Speaker 2
Did you follow the instructions to super the bandwidth of your Wireless Network?
06:00
Speaker 1
Do do this. Right? Or do I just here's one of the other ones? Sure. Yeah. Okay.
07:00
Speaker 2
Okay, so regarding with that medicine, would you like to proceed with the page support? That is someone who can assist you in how to separate the bandwidth of your wireless network? Yeah, but by purchasing this service, you need also to agree that it's one time. It's a non-refundable technical support session lasting up to 60 minutes. So if we are unable to resolve your issue or determine that your product is defective, there will be no refund or replacement will be issued. And this paid service is for troubleshooting only and does not include any follow up. So
07:00
Speaker 1
[KEEP_UNCERTAIN] is it a one time like ever or is it just a one time payment? okay but if I have problems in two weeks again I can call back pay again and okay that's fine Okay, yeah I'd like to just troubleshoot what I got, but I'm okay with getting an upgrade. I just feel like I should troubleshoot what I got first. okay . . [silence] okay . . [silence] okay . . [silence]
08:00
Speaker 2
Yeah, it's a one time. And one time payment and it's a one time support and it's good for [REDACTED_PAYMENT_DIGITS] minutes of troubleshootting. Yeah, because it's a one time. But I guess if you have if the issue continues, uh on the future better to do an upgrade or purchase a new one if that's the case. Okay. Okay. So this call is not recorded, while we are gathering your credit card information for each each uh security purposes. [silence]
08:00
Speaker 1
uh, my first name is Madison. M A D I S O N. And then am I going to stay on this line and talk to you or does it like transfer me? I just don't want to get dropped. Okay. Uh and then or or I don't have a computer or a laptop. Or I'm using a phone right now. Oh, I have an iPad. It just won't be able to connect to it like uh the router. Is that okay? It can connected via Wi-Fi. Just not like a plugin. Obviously. Okay. Yeah, I can do that. Yeah.
09:00
Speaker 2
I know your first name on your card. I know. I will go in to assist you. And make sure you have computer or a laptop in your hand, it's on Wecca news to do the process. What is the device currently you're using? How about an iPad? Okay. So your iPad cannot connect with your Wi-Fi. Oh, yeah, it's Okay. Make sure that you have a stable Wi-Fi or an Ethernet cable connected with your computer. So you can go ahead.
09:00
Speaker 1
Yeah. Yeah, it is 4094 5108 4357 9589 23.918. Yeah, it doesn't--it doesn't need to be a capital L, but yeah, it is init now. Yeah. I wonder if they just did that to make it easier to see. Yeah. [silence]
10:00
Speaker 2
the device. So, ma’am, your card number and the two digit expiration for the month and year and the security code of the card. Okay, and your email is Madison, uh, and then it’s, capital, letter L, Lima, then Henry, Hhenryrichards@gmail.com. That’s your email. Well, let me just, yeah, I see. So, let me just send you a receipt for this transaction and you are calling from United States, am I right? for a receipt that I just sent. Okay, let's proceed. Make sure your iPad is connected to your Linksys router. [silence] [silence]
10:00
Speaker 1
Yep, it is. I'm my like, what, and had only had Safari on it, but I opened the Google eight, type in Google. Okay. Okay. Okay. So how it says, register your product. Once you register, we can
12:00
Speaker 2
Okay, let's proceed. to access the web interface, open a browser. I'll search Google. but you have Google, okay. On the address bar, type myrouter.local. One word. And then enter.
12:00
Speaker 1
share important security updates? and it wants me to enter my what'd you say? you said skip that option. okay. Okay, it says now I'm connected to the internet. Yes. Yeah, right now it just says do I want to upgrade to the latest software. I'm assuming no. If you want to set it, to access the setup wizard again, you will have to reset the device to factory settings. Is that okay? so upgrade.
13:00
Speaker 2
Skip that option. And once you enter your your router password, yeah, you can skip to register your Links product. And are you on the Linksys? That show system configuration, parental controls? Yeah, no need now.
13:00
Speaker 1
Yeah, it's just loading right now. Just loading.
14:00
Speaker 2
Yeah, maybe you can proceed to done, upgrade, so that you can proceed to the router settings. [silence]
14:00
Speaker 1
It's just still loading. This is please wait. Yeah. It says update, successfully your router will restart. Please wait. Press done, even though it says please wait. Just let you know what it's done. Is that really what you said?
15:00
Speaker 2
It almost done. Did you click done? Right away. Yeah, it's okay. Just keep on waiting. And all it's done updating.
15:00
Speaker 1
Still on and. Since I originally set it.
17:00
Speaker 2
and did you change your wifi name and wifi password, since you are on the setup process?
17:00
Speaker 1
Oh, a stop. That would make sense. I was trying to connect with it now. Okay. Oh, now it says password. No, it once it said update completed, it went to this links e5400wifi router, authentication required password. I put in my password.
18:00
Speaker 2
Okay, try to connect your iPad and check if you're still connected with your linkages network. Okay, are you connected? Your iPad is now connected. Is it the router or your Wi-Fi password? Can I use Admin?
18:00
Speaker 1
okay now we're in system set as yes and configuration so
19:00
Speaker 2
admin all lowercase a d m i n for the admin password a d m i n all lowercase. yeah. did you created your own router password? okay. use that to log in. okay. now you are in the system status. okay. kindly go to configuration and then
19:00
Speaker 1
Okay. Yup. It's the same for both. First flight capital F-03. Okay. Yup. [silence] GHSB as in boy, or Z? okay. Okay, done. Should I save? Uh gluoding now, it says changes saved. Yes. Wireless. Wire wireless. Yeah, now it says Safari can't open page.
20:00
Speaker 2
gigahertz. Two four gigahertz. And then click save. And just please wait for They if to change successfully. Is it already saved successfully? Okay. Then, go to wireless security and then check your Are you in the wireless security?
21:00
Speaker 1
because your outside is not connected. Yeah, both of those are there. Which one you want me to match with? So because it's going to be in my room, I should do the 2.4 because it goes, okay so I connected with the five gigahertz, because I'm learning a lot. What? Oh really? Oh my god, I was about to throw my phone off.
22:00
Speaker 2
Okay, because you're no longer, Yeah, because you're no longer connected. Since we changed your Wi-Fi name. So, kindly reconnect your iPad. And then check if the 2.4 and 5 GHz band are now broadcasting. Okay. So, try to connect. 5 GHz band will provide a better speed, but it's in a shorter range, Unlike with the 2.4 GHz band. You can try to, since it's just a 1,800 square feet, try to connect with your 5 GHz band if it will work. You can try to work around since we successfully split the bandwidth of your 2.4 and 5 GHz band.
22:00
Speaker 1
Safe like sitting right next my router. Okay. Okay. Where do I find that? I'm sorry I'm lost. Silence. Silence. Silence. Silence. Silence.
23:00
Speaker 2
Yeah, and in short, 2.4 GHz band on Madison is for better coverage and devices far from the router. The 5 GHz band faster speeds and less interference but within a shorter range. So, since you're connected to 5 GHz band, may I know your internet speed subscription, your internet plan? You're paying monthly for this from your blue stream fiber. You're your internet plan. May I know your internet plan? [silence]
23:00
Speaker 1
the man. Oh, plan? My provider's Bloom. I think it's a 100, but I'm not sure. Yeah, I'm in an apartment complex. Okay, spell it again. Speed, what?
24:00
Speaker 2
Plan, internet speed subscription from your provider. Your internet plan from them. Is that one gigabit per second, 500 Mbps? Maybe you can check that on your bill. Or is it an apartment complex? You can try to do a speed test. Uh, cause since you are connected to your 5 gigahertz, uh, band network. If you can open a browser and do a speed check by using speedtest. App speedtest.S P E E D T E S T. In the
24:00
Speaker 1
Enter. Okay, now do I press GO? [silence] Okay, so my download is 93.48, and my upload is 19.36. Yes. Yes. 19.36. I do have a modem. Oh, okay. Hold on.
25:00
Speaker 2
Okay, so 93 Mbps, is your download speed. And upload speed, okay, can we go back to the or how about this one? Power cycle. Do you have a modem? Okay, can you unplug the power adapter of your modem and the router? Wait for 30 seconds to 1 minute. To
26:00
Speaker 1
Even though the modem is not linked to this right? Okay. So, I'm look. I'm going to unplug both of them. Okay. So, I'm unplugging both of them. Is it because it's running slow or why? Okay. I'm sorry. Yeah, that's why I thought it was 100. But, yeah, I'm not sure. Okay. Plug back in or not yet?
27:00
Speaker 2
let's uh let's let's let's try to reboot both devices to power cycle, unplug the power adapter of the modem from your blue stream fiber and the router from Lynxis. [silence] Let's try to fix the issue. [silence] it might be the ethernet cable. because we are already separate the but, but then the problem is that we doesn't have any idea where you're getting with your internet plan. I don't know also if you subscribe for 1 gigabit per second, 500 Mbps. So it might be you subscribe for 100 Mbps. That's why you can only get 93 Mbps. So I'm not sure with that.
27:00
Speaker 1
OK. Thank you, very much.
28:00
Speaker 2
Not yet. Okay, so you may now plug the router first from Linksys. Okay, and then when the light starts blinking proceed to plug the power back of the modem. And it will take three up to five minutes for both devices to put up my the son. So let's just wait and observe until it backs online.
28:00
Speaker 1
should I have either gone to my bedroom or sorry but but should I have gone to my bedroom to see the speed test if it's slower in my bedroom or no all right I'll turn the camera off and go on and green okay [silence] it looks like all my buttons are on my modem by the way I'll turn
29:00
Speaker 2
Yeah, you can. But let's just wait first to, for the router to, back online and proceed to do a speed check. And then let's try to work around. Okay. Okay, then check if you can, yeah, access the internet now. You can try to forget the network.
29:00
Speaker 1
you. So you want me to forget network? [silence] Okay. [silence] So which one, the 5 or the 2.4? [silence] Yeah.
30:00
Speaker 2
First, and reconnect your iPad or your phone. Yeah. Forget network and reconnect.'m going to connect 5G band, since it will provide a better speed. And regarding with the internet port of the router Madison, it can only compatible to handle up to 1 gigabit per second. So, since you got 90.3 Mbps earlier, which means it's good. You are having a good speed. So, this internet port is compatible to handle up to 100 Megabit per second. And then the four other Ethernet ports are also compatible to handle up to 10 to 100 Megabit Ethernet port.
30:00
Speaker 1
Okay. Okay I connected back with the five G's just loading. Okay it's connected. Okay. Did you say I should have done this in my bedroom though? Like where I'm having problems or no? Okay.
31:00
Speaker 2
Okay, and then do a speed test that speed chart. Now we can, after this one.
31:00
Speaker 1
Yep, it's running right now. So it's 92.69 and 19.87. Okay, so it's good that I have the 100. Okay. Okay.
32:00
Speaker 2
Okay. Can you run a speed check? Okay. So it's good. 19.8 and I would like to set an expectation, Madison, that it's better to subscribe to a 100 megabit per second for this router because it's only compatible to handle up to that speed. So more than that it's no longer needed and it's going to waste when you're going to use this router. Yeah. 92, 193 is actually good speed. Okay. Can you please go to your bedroom and then check if you have a good...
32:00
Speaker 1
Okay, so yeah, my internet went down a bar from three to two. Yeah. You want me to still run again? Yep. Okay. Oh, yeah, this sucks. I'm shutting up. [silence]
33:00
Speaker 2
signal there since you're having problem with destination. Yeah, because due to the wall or the interference. Can we do a speed test? Yeah.
33:00
Speaker 1
So, it's, the download is 36.52 and the upload is 19.49. So, can I try to switch to the 2.4 and run another test? Okay. I know it won't be as fast, but maybe the yeah.
34:00
Speaker 2
Yes, it actually happened due to the interference, due to the thick walls. But, yeah, commonly you can only get a 50 to 80% of your speed if you're going to connect a device via wireless due to its interference. So maybe your room is too closed and has a thick walls that might cause the issue. Yeah, you can. Yeah. Yeah, it might be fixed. Might fix the issue is buffer.
34:00
Speaker 1
that's trying to connect [silence] [silence]
35:00
Speaker 2
a long hair.
35:00
Speaker 1
Okay, I was wrong. Download is 0.29. Upload is 0.48. Yeah, holy smokes.
36:00
Speaker 2
Yeah, it's too slow. Yeah, because 2.4 gigahertz band, um or compared with the five gigahertz band, 2.4 will provide a lower speed because it's designed for a longer range. And possibly the cause of the issue. How about this one, um Madison? Try to connect and check the speed when you are outside with that room. Maybe
36:00
Speaker 1
just outside of the door so like in the hallway yeah yeah okay I already started and it's already better it's not as good but yeah the download is 20.58 and the upload's like eight yeah
37:00
Speaker 2
Yeah, just outside, yeah. In the hallway. Because I guess that goes might be the interference or the thick walls on your room. So let's just try to check outside in a hallway. Yeah. But you're connected to the 2.4. So you can reconnect that one with five gigahertz band. So on and off your Wi-Fi and reconnect your iPad to your five gigahertz band.
37:00
Speaker 1
Yeah, because I think that's the first one we did, but I guess that was in my room. Okay, so I'm connected to the five gigahertz and I'm in the hallway and I just started a test. Oh yeah, the hallway is good. It's like still going, it's like a 90. Gotcha. So what do I do? Yeah. [silence]
38:00
Speaker 2
Yeah. So it seems like the cause of the issue is the walls. The thick walls. In your room. But it's still a good thing that you can - got a 36 Mbps download speed. Which means that you can still connect your devices inside your room. But for priority devices, maybe if you are going to work from home and you're going to really use your speed inside the room, then maybe that is in as far as to unplug your other device so that you won't dictate bandwidth when you connect a device that you will use for work. Or a priority. Okay.
38:00
Speaker 1
So would I have to move the router, so like in my room? So I was like, so I have a computer in my room that I'm getting my pilot's license so I'm running a, running a flight simulator off of it. So it's got to be like somewhat fast. I haven't noticed terrible connection, but when I was like trying to connect a different device, it said low bandwidth and then disconnected. Um, so I was thinking about connecting my computer to like straight to like a port, but all I have is a, not an Ethernet. I have a coaxial port right by where my laptop or where my computer is, like desktop. So.
39:00
Speaker 2
your room, so you cannot do it due to the interference, unless if you have direct connection, which means to wire a device directly to the router, Madison.
39:00
Speaker 1
I can't connect a router because the router wouldn't connect to a coax port. So how do I do that? Yes, so my computer has it, but the wall doesn't. [silence]
40:00
Speaker 2
Yeah, you really need to make sure that your computer has an Ethernet port, which we can use to wire directly to the router. As if not, yeah. So regarding with that, it's a, you're going to put a lot of work in doing that setup, Madison. It is what we call the back hole setup, which means you really need to customize a long Ethernet cable to plug in from the modem. So you'll need to make a hole of your room with the thick walls to insert or to wire the computer.
40:00
Speaker 1
I would make, uh to make a hole in the wall, uh. So if I just moved, if I moved my modem and router to my bedroom instead. But there would be a chance that my TV in my living room wouldn't work. Okay.
41:00
Speaker 2
directly to the modem sorry, not to the modem the router it to have a directly connection. yeah, you need to wire it in short, you need to wire your computer directly to the router yeah, you can also do that. solve a direct connection in it. that's it. yeah. or else you can also do an upgrade because there are some devices from Linksys um Madison that compatible to handle up to 1 gigabit per second where in you can extend for example, our mesh devices from Linksys you can purchase two nodes to extend the wi-fi coverage of your internet.
41:00
Speaker 1
And how much do those run? Okay. And I would just so you said MX 2000 or MX 2400. 40. So 2000 or 42. And I would plug that into the back of my modem. Is that right? So, and then what I have, would I have one in like my living room and then one in my bedroom? Um, that's okay. Okay, great. I'll look for those online. It's connected to my modem. Then you said ethernet cables. That would run from the MXs to the modem. That's right.
42:00
Speaker 2
Net and it's compatible to handle up to one gigabit per second. You can look for an MX 2000 or MX 4200. Regarding with that, I cannot guarantee if I can provide the exact amount of that router, but you can actually search that one from Amazon. 42. Yes, same thing with the set up. And make sure
42:00
Speaker 1
Or, how would that work? Mhm. Because what do they, what do I have to make sure with them? Oh okay, so it wouldn't give me up to three or whatever. Yeah. I was gonna say, because the most that my apartment would let me do is 300. So that, that not work then for it? Yeah. Mhm. Okay. [silence] Something else. [music] No, it won't be as bad. They've got the two puppies that they take. [music] [silence] I could have been to me. Yeah. Yeah. [music] [silence] Came up here yesterday. [singing in foreign language] Yeah. [music] [singing in foreign language]
43:00
Speaker 2
Yeah, but make sure also to check to verify your, your internet plan from your provider because you might be subscribed for one gigabit per second. Yeah. And for our Linksys devices, the one that I just suggested, you can subscribe for 500 Mbps to 100 Mbps to 1 gigabit per second for those routers that might improve the speed that you're getting inside your room. 300. Okay. So better to No, it will work. So it makes two, it makes 2,000 UFO. [silence]
43:00
Speaker 1
Gotcha. So I would just get, there's like a two-pack of this MX2000, and I would plug one into the, one into the modem in the wall, and then I would not need a second modem. I would just plug it into the wall, and then my computer. Correct? Yeah. Okay. Yeah, but I had a, but if I had an additional router in my room,
44:00
Speaker 2
an AMX 4300 can handle up to one gigabit per second. Yeah. Yeah, but for the meantime just purchase one node since your apartment cover up to 3800, right? Perfect. So purchase one node for the meantime and let's observe the connection if it might fix the issue. Yeah, because the main problem or the main cause of the issue is the thick walls in your room Madison. So since we don't have control with that, I'll, go ahead.
44:00
Speaker 1
Respect the glitch experiment. [silence] Oh, so it has to be in wire in the wire to the main router. [silence] Like, I can't just have None. [silence] Like [silence] a modem and router in one room. [silence] No wires running between them and then a modem and like or a router in my computer. [silence] Oh, yeah, and I can't do that cuz I. [silence]
45:00
Speaker 2
[silence] Yeah, it can run your routers and if we can wire the second node to the main router. So you will get a direct connection. Yeah. If you're using yeah, [silence] no, it's not. yeah. Yeah. So this would be modem, the main router and the second router. Yeah, and since your issue is regarding of the wireless connection which gives some buffer or you're having slow internet connection. So due to the interference or walls, you really need to have a backhole setup, a wired connection.
45:00
Speaker 1
Living in an apartment, so I can't make a hole in my wall. So I can't make a hole in my wall. Okay. Yeah. Why would they? Yeah. I was like, why would they sell two routers together in a package if like for a large home, for a 4,000 square foot home, if you would have to have them internally connected into the wall?
46:00
Speaker 2
Yeah, I see. and it might be also the speed might improve. Yeah, because this Router that did you are currently using is compatible to handle one gigabit per second only. So like with the devices that I suggested, it can handle up to one gigabit per second. So if you're going to purchase that one and do an upgrade, maybe there's an improvement with the speed. But for the meantime, Go ahead. Yeah, there's. Yeah, most of the time, in your case, you mentioned earlier that you need your computer. [silence pause]to prioritize the speed. [silence]that's why I suggested [silence]this one,since it's [silence]for [silence]purchase [silence]two nodes [silence]to have backup report. [silence]But, it might be also the speed [silence]first [silence]to causes the speed [silence]and it might be the router or the interference. [silence]So, [silence]But as what I mentioned earlier, [silence]they purchase because [silence]they have the coverage, [silence]but it doesn't mean that [silence]they actually [silence]got the full speed [silence]of their [silence]Internet plan. [silence]Since there's an interference, [silence]it is expected, [silence]it can only get [silence]50 to 60% of the speed. [silence]That you subscribe for. [silence]But [silence]at least [silence]there's an improvement with the speed [silence]because you're going to subscribe higher [silence]due to the router that you are using. [silence]Yeah, because for getting [silence]
46:00
Speaker 1
Yeah, but if I switched routers, got rid of that one all together, and I had that MX 2000 or whatever, then it, even with your thick walls, [silence]
48:00
Speaker 2
[KEEP_UNCERTAIN] your e-5400. We cannot subscribe for more than 100 megabits per second, since it can only handle up to 1 gigabit per second. [island] Yeah, because this MX 2000 and MX 4200 can handle up to 2,700 square feet of your house. So, regarding with the measurement that you mentioned earlier. [island] Yeah, regarding with that. No, there's no [island] If there's a thick wall, so you cannot pull longer a 2,700 square feet, due to the interference, but at least 2,700 square feet. And your house measures, the apartment measures half of that. So, it might be you just need one node.
48:00
Speaker 1
okay. got you. so, the only way I would get higher speeds in my actual room because there's wall interference is if I drilled a hole in the wall and ran a cable. is that right? okay. yeah. that's it. so yeah, even if I, even if I bought
49:00
Speaker 2
Maybe you can also try to get a higher speed subscription from your provider, 300 mbps. Yeah. Yes. So, regarding this issue, since you have a good speed when you're going to, go outside in your room, right? You are currently outside the door, and you have a good speed. And if you're going to work around on a hallway that can be- easily access the router, you can get a better speed. Since there's no interference. So, I guess your room has a thick walls that might cause the issue. So, my suggestion for that one is to have- Go ahead. Um.
49:00
Speaker 1
The more updated router, there's no guarantee that in my room, because of the fake wall, I would have better connection. okay gotcha okay sounds good so yeah it sounds like there's not really much else to do no that's okay and and what does that look like exactly like you said a back hole
50:00
Speaker 2
Yes, but you can improve your speed because at the moment you only subscribe for 100 Mbps. So if you subscribe for 300 Mbps, probably you will get 100 or 150 Mbps, which is better, compare with 32. Yeah, and I do really apologize for that inconvenience. The only thing I was going to suggest is to have a backhaul setup inside your room. That's the best thing to do. You need to customize [silence] yeah. Customize
50:00
Speaker 1
oh yeah okay yeah cuz I would I would have to have like a I don't know 60 foot cable in order to do that. Okay. Okay. Okay, sounds good. Yeah, I think that's pretty much all I can do then. Oh, okay. Yeah. Yeah, that's okay. Yeah, I'm only renting, so I can't do that. So Okay, sounds good. Well, I appreciate your time. I don't think so. Thank you.
51:00
Speaker 2
long Ethernet cable, where you can plug in your computer directly to the router from Linksys. yeah yeah. I see, and you really need to make a hole in the walls with that setup. um. You're welcome, Addison, and is there anything else that we can help you with? [silence] okay, and your paid support session is now complete, and uh this is a one-time, non-refundable session, so for further support, would require a new paid session. Eight. But I guess I already suggested the thing that you really need to do for your setup. And thank you so much for your time, Madison, and have a great day. Bye for now.
51:00