V2 Rubric Detail — d7b15696-69d7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 23:05
Duration
78m 28s
Contact
Edward Earle
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133688
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 V2_Wireless Settings
⚠ 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.
⚠ Auto-Zero applied: Discourtesy: agent failed to acknowledge customer's frustration or repeated efforts, provided a transactional experience, and showed no empathy despite clear signs of distress and fatigue.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication1.25/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent charged the customer for paid support without confirming warranty status or completing basic troubleshooting, violating protocol. Despite technically accurate steps, no resolution was achieved, and the agent failed to demonstrate empathy, ownership, or effective communication, leaving the issue unresolved.

V1 Case Analysis

Customer unable to connect devices after previous paid support; WiFi SSID changed to unexpected 'Earlhome 2'. Agent charged $15, attempted admin password reset via recovery key (error 2298), no access restored. No warranty check, basic troubleshooting, or escalation provided.

Troubleshooting Steps
  • Verified model (WHW03 v2).
  • Charged $15 for paid support without warranty confirmation.
  • Attempted admin password reset using recovery key from parent node (failed with error 2298).
  • Power-cycled parent node and devices.
  • Checked device list and node status via router UI.
  • Guided customer to remove old Wi-Fi networks and reconnect devices.
Key Observations
  • Agent charged for paid support without verifying warranty status or collecting serial number (violates universal_paid_support_workflow.md).
  • Used incorrect password-reset procedure (recovery key) not documented in KB for WHW03 v2; KB specifies factory reset for password recovery.
  • Repeated error 2298 indicates procedure failure; agent did not suggest factory reset or escalate despite repeated failures.
  • Customer expressed frustration about repeated charges and unresolved issue; agent did not acknowledge per Angry Customer Protocol.
  • No WAN/upstream internet status verification performed (modem/ISP isolation missed).
Positive Highlights
  • Correctly identified product model (WHW03 v2) from case record.
  • Accessed router web UI at 192.168.1.1 and attempted password recovery steps.
  • Guided customer to remove old Wi-Fi network profiles to clean client-side confusion.
  • Confirmed device list and LAN IP address to verify router accessibility.
Agent Errors / Gaps
  • Charged for paid support without confirming warranty status or collecting serial number.
  • Used undocumented recovery key password-reset method for WHW03 v2 (KB requires factory reset).
  • Failed to perform basic troubleshooting (reboot, factory reset) before password reset attempts.
  • Did not acknowledge customer frustration or provide clear next-step/escalation path.
  • Excessive hold time without explanation (3–5 minutes at [18:00]).
  • Did not verify WAN connection or upstream internet status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer remained unable to connect devices and repeatedly encountered 'unexpected error 2298' when attempting password reset; no working Wi-Fi network was established by call end.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer to access 192.168.1.1, attempted recovery key reset, and suggested power cycling, but skipped critical steps like checking firmware, testing modem connection, or performing a full factory reset.
R3 Not Met Correct resolution path conf 90%
Agent charged $15 for paid support without first confirming warranty status or attempting sufficient best-effort troubleshooting; per universal_paid_support_workflow.md, paid support must follow triage and warranty verification.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (devices not connecting to correct SSID) and asked for network names, but failed to follow a structured diagnostic path (e.g., no LED check, no WAN test, no firmware verification).
T2 Not Met Appropriate tools / resources used conf 85%
No modem/WAN test, speed test, or firmware check was performed; agent relied solely on customer-reported web UI access without verifying connectivity or using remote tools where appropriate.
T3 Met No misinformation conf 75%
All technical instructions (access 192.168.1.1, use recovery key, password requirements) were factually correct and aligned with Linksys documentation.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, included unexplained holds, and had abrupt transitions; agent failed to maintain control or set expectations despite customer confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but repeated instructions without confirming understanding, leading to customer re-entry of known data and confusion about password vs. network settings.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Agent immediately moved to charge for paid support without resolving the issue or demonstrating ownership; prior troubleshooting was minimal and not built upon.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timelines, or follow-up commitments were provided; call ended with unresolved error and no path forward.
O3 Partially Met Closure confirmation conf 80%
Agent referenced prior ticket (Edward Earl) but re-asked for device details already in record, indicating incomplete use of case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and, based on unresolved diagnostics and lack of confirmed hardware fault, escalation was not clearly warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent failed to acknowledge customer's frustration, repeated attempts, or emotional state; only offered a brief apology for hold time, not for the experience.
X2 Not Met Tone & rapport conf 85%
Agent maintained a rigid, repetitive tone despite customer confusion and fatigue, without adapting pace or simplifying instructions.
X3 Not Met Overall experience conf 85%
Customer was forced to repeatedly re-enter passwords, recovery keys, and network names; agent did not streamline steps or reduce effort.
Call Transcript114 turns · 131 lines
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 [silence] register. deb Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a [silence] minimum non-refundable fee. This includes up to 60 minutes of phone support with [silence] our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at [silence] support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash R slash Linksys.
00:00
Speaker 1
I wonder if it's trying to connect to Earl home and that's what says drop off, it keeps trying to connect, I'm going to choose forget this network. But it wouldn't even let me. It keeps flashing. is what it was, forget this network. I hope I don't have to go upstairs. Cuz I don't know it's so it's sad and it's just staying connected to it. Baldwin might be back. They're showing a lot of Baldwin and then silence. six minutes, 25 seconds. Pardon? Yeah, really. Yes, Carla. I'm currently using the paid service. I've had a difficult time with my connection to my Linksys um, system. On, on Saturday, I called and was helped with a reset. Um, uh, then later on, uh, Saturday, I called and, and exercised the paid service and got connected, got connected to the Linksys system. Within about two hours, it went in about two hours, uh, well, let's make that about an hour. Uh, four devices could not recognize the system. And so, I think I need your help to get a complete refig um, re-configuration of my system.
02:00
Speaker 2
Thank you for calling links. This is Carla. How may I help you? Okay. Okay. Okay. Okay.
07:00
Speaker 1
of the system. The only connection I have is a laptop and it's running off a connection. It has wireless, but it's running off of wireless network that I don't even recognize the name of. I didn't, I didn't name it. Uh, it has my it has my it has a it has most of the other name of my personal network with a number two beside it. So that's the only way I have as only wireless I have for uh two computers, two cellphones and a TV. Or actually two TVs. So, Yes. and I'm on the laptop now. Yes. And and it's it's connected to is connected to [silence]
08:00
Speaker 2
Okay. Okay, so let me verify this again, sir. The only device that has internet connection right now is just the laptop. Okay, um, Okay. Um, let me just verify first. You mentioned you called last Saturday. Can I have the, do you have a ticket number or maybe your phone number? Uh huh. Okay. Let me just pull up your record. I was able to pull up a record here. It's under Edward Earl and the um, email address is edward.earl@outlook.com. Okay. Let me just review your devices. Okay and you have a
08:00
Speaker 1
Yes. [silence] yeah well yes, I wanted to connect. Well, I was running off the router. Uh, I was running off the router uh to begin with that's the only way I could talk to y'all to set up my personal network. Then with with the paid with the time I spent on the phone, uh with a paid service, that was to set up my personal network and connect to it. The personal network was
10:00
Speaker 2
A W H W O 3 version 2. And your internet provider is um, Spectrum. Okay. And based on the um troubleshooting that you made on the paid connect last Saturday, sir, it shows it here that you wanted to change the Wi-Fi settings on your router and um it was successfully change, right? Yes. Yes.
10:00
Speaker 1
it's set up, but the connections failed after after about an hour. We verified before we got off the phone, but then they failed within about an hour, hour and a half. [laugh] Yes. Yes. The devices would not recognize the new uh personal network. doesn't. It doesn't. It shows Earlhome, E-A-R-L-E-H-O-M-E, then a space, then the number two. I never set that up.
11:00
Speaker 2
Okay, right now, when you go to the Wi-Fi on your laptop, does it show the name that you set up last Saturday?
11:00
Speaker 1
I never named that network. No, we could, no, we connected to the 2.4 and verified that before the phone call ended, but then that went away and it wouldn't recognize our new name network. It doesn't show up on the iPhone as far as network choices or an iPad and and I don't get, I didn't even get the new name 2.4 on this laptop.
12:00
Speaker 2
So what was the name that you created before last Saturday, sir? [silence] [silence] Yeah, because based on the record here, you changed the name of the 2.4 and also you checked the name of the 5 gigahertz. Like, did you, like, change it to a different name, sir? Like on... Mhm.
12:00
Speaker 1
Yes. And. Yes. Yes, please. I've got to get this going. Laptop. Yes the laptop. that is the only device that we have connection for aj,
13:00
Speaker 2
Okay, since the paid connect is just a one time one time support and that last Saturday it before the end the call, the issue was resolved. Okay. So, this one sir, since the paid connect is just a one time. So you wanted to avail again sir, the one time non-referable support. The paid connect. Okay to um. Okay. Alright and, hold on. Let me just check. So your laptop right now, sir. Where is it connected, connected wireless.
13:00
Speaker 1
yes
14:00
Speaker 2
And the laptop is connected to what network, sir? What's the name of the network? Okay. It's going to, uh, Mm-hmm.
14:00
Speaker 1
We're going to change the name of the network, we're going to do, I want to do a complete reconfig. Yeah, okay.
15:00
Speaker 2
Okay. Okay. Okay. Okay, here's the thing, sir. Um, before we proceed with the, uh, transaction again, Um, you're, again, the paid connect is a one-time non-refundable technical support that will last after 60 minutes of troubleshooting. And again, this is, um, if you find out device defective, there will be no refund or replacement. So, I'm going to, um, stop the recording again, sir, so that we can, um, proceed with the transaction. Okay? Just give me a few minutes to, let me just prepare my system.
15:00
Speaker 1
Willie Johnson Sr. [silence] Yes [silence] First initial "C" E-D-W-A-R-D Earl Doe. [silence] Yes. 418-459 097873773578 022974637922 [silence] [silence] Thank you. [silence] Thank you. [silence] I will at some point. [silence] I. [silence] I got to get this going first. [silence]
16:00
Speaker 2
All right. So we're going to be on hold for just three to five minutes. I'm just going to verify something here. I'll be back. Okay. Thank you. [silence]
18:00
Speaker 1
Well, yeah, I don't, I don't They look at it as a paid service for one hour. You know, I don't know. It's raining. I just changed that to rosin bag. Yes. Okay. Thank you. Thank you. I would like to make the comment, I would like to make the comment that if this doesn't.
19:00
Speaker 2
[silence] Good morning. Uh uh. Right. I will be just a moment. Okay sir, hold on please. Thank you so much for patiently waiting. I'm so sorry for that hold. I am going now to uh uh proceed with the transaction. Okay. All right sir, we successfully processed your transaction. We're now charging you just $15 for a non-refundable one-time technical support. And I'm going to send you also again the copy of the receipt. Okay. It will be sent on
20:00
Speaker 1
I'm very hopeful, but if for some reason this doesn't accomplish what we want it to, I would hope that I'd be given some consideration for the multiple attempts and charges [silence] please do [silence] yes [silence] no [silence] yes [silence] it's open.
21:00
Speaker 2
Yeah. Mhm. Okay, we'll check that out. Check. So we've done already with the charging. Sure, so I'm going to resume the recording so that we can proceed with the troubleshooting. Okay? Okay, so the recording has been continued now or resumed. So, by the way, this laptop that you are using right now, do you have an ethernet port? Okay. So, on this computer right now, sir, on your computer, can you open browser? And then on the address bar, please type this number 192.168.1.1
21:00
Speaker 1
I made really detailed notes here. I do have a, yes, I do have a, Waiting.
23:00
Speaker 2
Please output the router password.
23:00
Speaker 1
Okay, the sign-in page has reappeared. No, I think I was provided this password. It's not one of, it's, uh, you know, multiple letters. Uh, it's not one that I created. I don't remember how I got it. I believe. Yes. Yes. Oh, that's what I used prior. Yes, that's what I used prior. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: silence".
24:00
Speaker 2
[silence]
24:00
Speaker 1
Okay. I'm back into the sign and page, access video, develop, whatever. Yes. idea let me try it one more time admin and lower case I checked them before they I called they're both green signand goes axe back to access develop.
25:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. It's still asking for the password again. You type admin all in lowercase, right? So, by the way, what's the color of the light on your router right now? The main one. Okay. Do you have the option reset?
25:00
Speaker 1
Say again? Do you have an option? Uh, it just says sign in. Um, uh, I have a box that says show a hint. Yes, I do have a, a small font. Uh, reset password. At show a hint, okay. Uh, yes, this is my former password. Yes, I'm typing, make a note that was, fish on 2024. Okay. Yes.
26:00
Speaker 2
They have the option to reset the password. Okay. Kindly click on show hint, sir. If there is information on. Can you type if you that show hint right now by using the hint? Can you remember what's your password?
26:00
Speaker 1
24, not just 20. 24. 250. Or 24. 2025. Okay, it's gone back signer. Okay, good. The recovery key. Okay, on the bottom of the primary node. Okay, I'm going to. Okay, I'm going to have to travel to another room. to get that.
27:00
Speaker 2
Okay, will do. We'll do a after uh again, sir, on the password. Uh click on reset. And then at the bottom of the parent node, there's a recovery key to use that recovery key to um reset the password. Yes. Okay.
27:00
Speaker 1
Um [silence] Bear with me here a second. [silence] Um [silence] Primary node is green [silence] Um [silence]
28:00
Speaker 2
[silence] Okay. Yes, and what's the, take note of the Recovery Key.
28:00
Speaker 1
Okay, it's very hard to see recovery keys without blue. Yes, I'm going to have to okay. That cue that password that 10 digit password's on the same label. Um [silence]
29:00
Speaker 2
This will be at the bottom. You can take a picture, yes, you can take a picture of it.
29:00
Speaker 1
OK, I I have it now it's it should be five digits. Oh, I I did, yes. OK, I'm going to take a another picture of the entire label, just in case we need it before I travel travel back. OK, that's got to sell up. How do you pronounce that? Vulp, is that correct correct pronunciation?
30:00
Speaker 2
Okay. Did you take a picture of it just in case we'll be needing some information at the bottom of the device? Okay. All right. Let's go back to the computer. Mm-hmm. Yes, sir. Yes, available? Uh-huh. Okay. Mm-hmm. [silence]
30:00
Speaker 1
2 3, Becky, please, please verify that 82823. Okay, I'm back to the computer and this is where I enter 82, 23 and I submit. Create a new admin password and hint. Is this for the link to this network or is this my personal network? It's the right. Thank you. [silence]
32:00
Speaker 2
Create a new password again. Minimum of 10 characters, one uppercase and one special character. [silence]
32:00
Speaker 1
okay and it has to be. okay and it has to be 10 characters. uh one moment please. I'm just going to say. is uh does it have to have a number? okay I have it. I'm going. I'm entering and uh
33:00
Speaker 2
Yes. OK. Yeah, yes. It should be at least one number. OK.
33:00
Speaker 1
And I'm typing the hint. Okay, I'm going to hit reset. Unexpected error. 2298. We have encountered an unexpected error. If the issue continues, please visit our technical support site. I did I did it, did it have was it had to be exactly 10. All right.
34:00
Speaker 2
Okay. Okay. Um, yes. Okay. Um, sure, how far? Um, [pauses] Um, not really. Sorry, like a minimum of 10. How much did you, uh, how many passwords did you Time?
34:00
Speaker 1
11. Yes, it is. Yes. Okay. Brings up a black screen. This is where I retype the one [silence] okay, I'm back to your lynx page. I'm going to scroll down. and hit continue access velocity become this is that yes you have drawn you're asking me to enter that in the new encode.
35:00
Speaker 2
Okay. Can you try to use the new password that you have created? Yes, sir. Try to use the new password that you have created. Um, yes, sir. Can I try that password labeled on the router?
36:00
Speaker 1
password created and the password on the label. And both nodes are green. What might be the next step? Are you there? Okay. Like hit the reset button five times. Uh, yes.
38:00
Speaker 2
yes sir we need to power cycle the router if it won't work um no sir um we'll do that next but right now can you click again on reset the reset the password [silence]
38:00
Speaker 1
Okay, reset password. Okay, it's asking me for the recovery key now. Okay, create a new admin password and hint. I should have tried a completely different one than I used before. Okay.
39:00
Speaker 2
Should I create a password again? Yes. Yes, that's how I got. Yes sir, how about try that. Yes sir, how about try it. Different password.
39:00
Speaker 1
I'm entering now. I'm going to take it out and be sure. and I'm doing the hint. I'm going to hit the reset button. Unexpected error: 2298. [silence] [background noise] [silence]
40:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay, aka, yes. Okay. Okay, hold on.
40:00
Speaker 1
[silence] Should I try it again? You're welcome. [silence] All right. Sure. [silence] He played at St. Rupert Alton Church.
41:00
Speaker 2
Okay. The next step is we tried to power cycle the parent.[silence]
43:00
Speaker 1
[silence] yes [silence] say again. room [silence] okay. yes. yes. Um, 1.0, let's hear. That's not not back by 10 o'clock. I'm not I'm not okay. Okay. I'm traveling. [silence]
44:00
Speaker 2
The main node the one that's connected to the modem. Okay. um. okay. Um, how far the laptop from the router? Sir? How far this laptop? Can we like probably bring this laptop much near to the remote router so that you're not get back and forth? If that is only possible. So. okay. Mhm. Mhm.
44:00
Speaker 1
Okay, I'm back to the parrot node. Bear with me, I got to get a little bit organized.
45:00
Speaker 2
Okay. Um, just um, turn off the device. Um, just use the switch, turn it off.
45:00
Speaker 1
speech here. So the power switch is in the bottom. Okay, it is off. I will. speech No, it's a it's not no inner net access. speech Uh it's checking but there's no yeah no no internet access.
46:00
Speaker 2
Okay. Okay. Right now, you have your laptop there, right? You bring a... Okay, try to check right now while the, uh, router is off. Try to check if the, um, laptop is still connected, because it still shows connected. Okay. So, that means right now, your laptop is connected to the [silence]
46:00
Speaker 1
Turn it back on. Back on. I have a blue color. Yes. Yes, it did last time. Let's stop. Laptop still says no internet access.
47:00
Speaker 2
Sure. So can you turn on your Linux router? Yes. Okay, let's wait. that will take like a minute or two to fully boot up. Mhm. Okay, let's wait because since they made uh the parent node it's still booting up. So the laptop can't connect.
47:00
Speaker 1
Okay. That's correct. Um, they're not, no, they're not connected. I have nothing connected at the moment. Uh, okay. I've just kind of got a green color is back.
48:00
Speaker 2
Your iPhone 14s are as well as your two old iPhones. They're no longer connected as well as the TV. Okay. Uh-oh. What's the good call back? How about on your laptop?
48:00
Speaker 1
[silence] No, it does not. As Wi-Fi is off, I'm going to turn Wi-Fi back on. Okay. And it's it's uh it is now connected back to Earl home face, the number two. It connected up right.
49:00
Speaker 2
Dusty shows connected. Okay, yes, turn it on. Okay, so how many networks can you detect right now? How many network that is [silence] showing? Right now on the laptop. Okay. On your laptop again, sir. Open a the same thing on the incognito. Open a new tab. And then, same thing. Access 192.168.1.1. [silence] Yeah.
49:00
Speaker 1
sign in, router, it says router, password, do I use the one that I the one I just named myself, or the one on the okay picking sign in waiting sign in again
51:00
Speaker 2
Yes. Yes, click on sign, uh, that, um, password. Yes. Um, how about try to use the the one that's at the bottom of the parent node? Yes. [silence] Okay, how about?
51:00
Speaker 1
click sign in I did use admin waiting yes sign in again it did not take now should I use the access router password I just recently did for the second time I repeat that please I'm sorry could I change it I don't know
52:00
Speaker 2
Yes.
52:00
Speaker 1
There's one right, here, let me try it. It's the old password for the old, network that's not being recognized anymore. It did not work. I'm back to the sign in. So, there's three passwords, plus Akmin that I've tried and none have been successful. Reset again, okay?
53:00
Speaker 2
Okay.
53:00
Speaker 1
Recovery key. Okay. I'm back to creating new admin password. Okay. All right. All right. This will be for my network password. I get it right. Okay. Create another one, hey? Okay. I can do that. One capital letter. I got one capital letter.
54:00
Speaker 2
mn, yes, create a password, again, one character, uh, at least 10 characters, one capital letter, and one special character and then, a combination of numbers and letters. Okay. No, sir, this is router password. Sorry, this is not network, we're not yet on the network. This is just for your router password. Yes.
54:00
Speaker 1
Eight, uh, eight letters and two numbers. Can it, it be at the end? Okay. I'm doing the hint. And the result.
55:00
Speaker 2
[silence]
55:00
Speaker 1
OK I'm getting the uh yeah okay I been- I was here last Saturday. Smart WiFi tools with a list router settings with a list and then some tiles over on the I'll try to sell. Okay. Waiting. All right. It oh my God six seven nine.
56:00
Speaker 2
Yes. Okay. Alright. Um...okay. On that page right now, can you click on device list? Okay. Under device list, okay. How many devices that is online right now?
56:00
Speaker 1
uh two say linksys with numbers behind them one is a device with lots of letters and characters I don't recognize one is the 1 9292.168.1.1 00 Sonos Roaming another of the same uhu an Android mobile uh which I don't have Android uh another with lots of letters and characters I don't recognize uh my Hewlet Packard printer and then the very last one is a Samsung and I don't have Samsung O I do yes that's the TV yes sorry about that yes it's TV so one uh my two Iphones I
57:00
Speaker 2
And what are those devices? How about the TV? You have Samsung TV, right? But how about your other? Okay.
57:00
Speaker 1
yeah I don't know which ones they are I don't know how to identify them oh the the iPhones are all off offline and my wife's iPad is also offline. Uh it doesn't say parent, but I've got it's it's oh oh oh. I have two at the very top. I assume that one of them is the primary and one of them is the other node.
58:00
Speaker 2
OK. O.K., on your page right now sir, you can see there the icon for the main node, right? For the parent node. Yeah, it doesn't just parent. OK. Can you click on one of the node right now? Like click on the I icon? [silence]
58:00
Speaker 1
device details, internet source, linksys, L, A, N, I, see, name, connected. I, I'm sorry. Yeah. 1, 9, 2, 192.168.1.1, linksys, 0, 0, 2, 4, 8.
59:00
Speaker 2
Okay. Yes. OK. What's the LAN IP address? What's the IP address? OK. What is the name? Again, Linksys. 004.2b 00 max.
59:00
Speaker 1
[silence] Yes, correct. two zeros. Correct. [silence] Oh, okay. [silence] Okay, I did. [silence] And it reads. [silence] Yes. [silence] Yes.
60:00
Speaker 2
248 right? 00248. Okay. Um, this that nodes that's the parent node. As you can see, it shows the last five digits of the serial number, okay, on the name, okay. Kindly cancel on that, uh, kindly cancel, click on, cancel and then, click, okay, at the bottom right. And then, um, kindly, you're now back on the main menu, right? Kindly scroll down, uh, then, at the bottom of the page, do you have the option, end user, license agreement, privacy statement, right? Do you have the option CA? Uh, can you click on CA? Oh, no.
60:00
Speaker 1
okay, just refresh again. okay. And here are all my old, here are the names on the 2.4, the five and the 5.2 bands. Here's the name of my old original personal network. Earlhome, E-A-R-L-H-O-M-E. The E is capitalized.
61:00
Speaker 2
All right, then click on the Wi-Fi settings on the left side. [silence] So, this is the name of your network right now, sure, where the laptop is connected. what is the name under 2.4 again?
61:00
Speaker 1
Yes. One Word, two words, but no space. Nine letters. Correct. Yes. Capital F fish on, capital F-I-S-H-O-N, two, four. Under five gigahertz, it it has the same name, capital E, Earl home, all lowercased letters and the same numerical values.
62:00
Speaker 2
home, what, two words, right? Okay. And again, only capital E and the H is a small letter. All right, and how about a password? Okay, how about under five gigahertz? What's the name?
62:00
Speaker 1
my five gigahertz one band and my five gigahertz two band once again it is capital F. Joel, home, Wi-Fi password, is the same as the others. Capital F Fish on 24. Yes, it's connected to [silence]
63:00
Speaker 2
How about on, um, you have 6 or just five one. Okay. Okay. What's the 5 gigahertz to bend? Mm-hmm. Okay. And on your um phone right now, um, your laptop, sir? Um, it's connected to.
63:00
Speaker 1
Earl, E-H-O-M-E. then a space, then the number two. Okay, okay. Okay. Right-click network and enter that
64:00
Speaker 2
I think that's probably like it's just prompt you with um it's a connection to. It's not with the name, okay? That is when you hover the name, like it's like before it connected to a different name like it's probably it created a new type of connection on your laptop. Mhm. But it shows but we can double-check that sir, okay? Um right-click the um the Wi-Fi icon. Right-click and select on network and internet.
64:00
Speaker 1
Yes, it's pulled up the Settings page. It says Wi-Fi and okay. I have the Earl home space to properties below it. It says connected and secured. Wi-Fi Network password Check mark for Connected Earl home space two, then properties.
65:00
Speaker 2
Mm-hmm. Yes. Okay. Select on, um, Wi-Fi. And then under You click on Wi-Fi. What information do you have? Can I click on properties? How about the name? How about the name?
65:00
Speaker 1
Well, the name at the very, very top is Earl Home. G-A-P-L-E-A-R-L-E-H-O-M-E spacing of two. Yes. It's a public network. Connects automatically. Sure. Yes, I am. Yes, yes, it does.
66:00
Speaker 2
Yes. Mm-hmm. Hold on, sir. You're under Wi-Fi properties, right? And it shows SSID, protocol, security type, correct?
66:00
Speaker 1
Yes, it does. Manage known networks, add move, add, remove or edit. Okay and then I have a list of
67:00
Speaker 2
And the name it has Earl Homes Space Too? Okay, sir, oops, I'm sorry. Can we like close this, go back to the previous page and try to check if you have an option to the network and sharing center?
67:00
Speaker 1
networks It is, yes. I have a Earl home space 2. I have a Earl home notes space 2.4 which I set up on Saturday's call. And I have a Earl home with no numbers. No ma'am, not at all. I got frustrated and didn't do anything.
68:00
Speaker 2
Okay, that's under manage known networks, right? How many, Earl Home? Sir, after Saturday, um, you know, um, you haven't done a new reset on the router, right? Okay, can we um, like, um,
68:00
Speaker 1
on just second. Becky, bring me the battery back up. It's like the Earl home no space two dot four is what we set up and what we thought was the name of the new personal network. And that's what we verified and it lasted about an hour. Then it just dropped off and went away. I can take that time for that go buy only probably up to go I mean it just that that it work it you me bring your charger I'm back up to 27 like You didn't make sure that you No I Okay Yes I would like to do that so I'm going to remove the no space 2.4 and then I'm going to remove the Home with no numbers whatsoever which I think was that was the original that was the original okay that we used for several years I'm going to remove it too and the only thing will to be left
69:00
Speaker 2
Okay.
70:00
Speaker 1
Well, be the Erkholm space and two, so I'm going go to the set up and between the set up between the set up Erlhome have set up a center homes part of a center homes. So I have Eredhome to setup is pumped up and the dust is set up and the times it's set up and the times the only one that it's scheduled Okay, the only thing I have left is Eredhome with a space and two. The number two. Okay. I'm going to settings, Wi-Fi. I'm going to turn it off.
71:00
Speaker 2
can you remove all those two sir remove also the links that setup and develop setup okay okay all right you have your um iphone right now let's try to reconnect to the network
71:00
Speaker 1
And then I'm going to turn it back on. I'm going to turn it back on. It is searching for Wi-Fi. uh uh I have the Earl home uh but it doesn't have the two. It it's that's okay. Now it's asking for the password. It is paying for the password. Okay, it checked. It it checked. I have a check mark.
72:00
Speaker 2
Okay. Uh-huh. Yeah, that's okay, sir. Can you try to connect to that name? Yes. Use the password, Fish on 24.
72:00
Speaker 1
besides it, segment, segment, yes, the show's connected, it shows connected in the settings that I can't confirm that at the top of my phone, yes, this is a is a it's a 14 Pro, silence
73:00
Speaker 2
Is it? Does it show connected? Is this the newer iPhone here or not all the way out? All the way out the...
73:00
Speaker 1
Yes, it has a check mark by that. I'm sorry, does it show what? I believe that it is. I would have to go to another room to verify that. All right, I'll I'll be traveling again with Ed, Ted, and phone
74:00
Speaker 2
Okay. So that shows connected now to Earth Home. Okay, that shows access right now. Mm-hmm. Can I check if it is online? Mm-hmm. All right, and how about the other devices right now? Okay.
74:00
Speaker 1
Um give me one moment, please. Try to connect both your iPhone and your iPad to Earl home. Same password, fish on 24. and then Yeah. and the iPhone, it shows up without the two. I'm going to attempt to check the TV. [silence] OK, my wife's cell phone was unable to join. My TV is checking for a network status. 24, two numbers. What's our major test word for all. I'm going to share, I'm going to share a password with you for the for the share with Becky.
75:00