V2 Rubric Detail — e951c21c-7f82-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 12:52
Duration
49m 51s
Contact
+447931356424
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00079792
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall33.7% (+13.7)

V2 Grader Summary

The agent failed to resolve the customer’s speed-drop issue or provide accurate compatibility guidance, due to significant technical inaccuracies and lack of escalation. While some diagnostic steps were taken, communication and ownership were inconsistent, resulting in a frustrated customer and no resolution. The interaction was unresolved but did not meet auto-zero criteria.

V1 Case Analysis

Customer reports recurring Ethernet speed drop from ~1 Gbps to 100 Mbps on SPNMX57. Agent provided incorrect technical advice, failed to diagnose issue, and provided no resolution. Call ended with customer hanging up.

Troubleshooting Steps
  • Collected model/serial
  • Guided password reset via recovery key
  • Requested router status report
  • Suggested different Ethernet cable
Key Observations
  • Agent repeatedly gave incorrect technical details: SPNMX57 is tri-band/Wi-Fi 7, not dual-band; MR7500 is tri-band/Wi-Fi 6E, not dual-band.
  • Agent failed to diagnose actual issue: speed drop is likely due to port negotiation failure, firmware bug, or thermal throttling, not Ethernet cable.
  • Agent placed multiple holds without clear purpose, leading to excessive call length and customer frustration.
  • Customer demonstrated the issue in real-time (speed dropped from 928 Mbps to 75 Mbps during call), but agent ignored evidence.
  • No valid resolution path, escalation, or callback was established before call ended.
Positive Highlights
  • Agent correctly guided customer through password reset using recovery key [23:00-26:00].
  • Agent correctly instructed customer to access router web interface and generate status report [21:00-29:00].
Agent Errors / Gaps
  • Incorrectly stated SPNMX57 is dual-band; KB confirms it is a tri-band Wi-Fi 7 router (see adjacent_range_extender_to_mesh.md and velop_mesh_compatibility.md for band definitions).
  • Incorrectly stated MR7500 is dual-band; KB confirms it is a tri-band Wi-Fi 6E router (see velop_mesh_compatibility.md).
  • Incorrectly attributed speed drop to Ethernet cable despite customer demonstrating it occurs across ports and cables; KB suggests checking port negotiation, firmware, or thermal issues (see universal_qos_bandwidth.md for troubleshooting steps).
  • Failed to check port negotiation settings, firmware version, or thermal throttling as potential causes; KB expects these steps for speed/performance issues.
  • Failed to recognize that speed drop from 1 Gbps to 100 Mbps indicates a link renegotiation issue, not cable fault; KB expects port-level diagnostics for such symptoms.
  • Placed multiple holds without clear purpose or update, leading to excessive call length and customer frustration; KB expects efficient troubleshooting flow (see universal_mesh_node_management.md for hold best practices).
  • Did not establish any valid resolution path, escalation, or callback before call ended; KB expects clear next steps for unresolved issues (see universal_factory_reset.md and universal_mesh_node_management.md).
  • Failed to acknowledge customer's real-time demonstration of the issue (speed drop during call); KB expects validation of reported symptoms.
  • Provided conflicting information about SPNMX60 being tri-band when KB confirms it is dual-band Wi-Fi 7 (see velop_mesh_compatibility.md).
  • Did not follow logical troubleshooting flow; jumped between unrelated topics like extenders without addressing the core issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The core issue — Ethernet speed dropping from 1 Gbps to 100 Mbps — was not resolved, and the MR7500 compatibility question was left unanswered with incorrect information provided.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent directed the customer to run a speed test and check the router’s build report, which are relevant steps, but failed to follow up with systematic isolation (e.g., cable, port, heat testing) or root cause analysis.
R3 Partially Met Correct resolution path conf 88%
Agent acknowledged the customer’s desire to upgrade but defaulted to recommending ISP-provided hardware; however, did not outright refuse best-effort troubleshooting and attempted to engage tools, though misinformed on product specs.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (speed drop) and asked for firmware version and report data, but did not ask key questions about cable quality, sustained heat, or port behavior over time to narrow root cause.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly directed the customer to access http://192.168.1.1 and retrieve the build report and firmware version — appropriate use of available tools for diagnosis.
T3 Not Met No misinformation conf 97%
Agent provided multiple technical inaccuracies: 1) Claimed MX5500 is 'more upgraded' than MR7500, whereas MR7500 supports WiFi 6E/6GHz (velop_mesh_compatibility.md). 2) Claimed SPNMX57 is dual-band; while not explicitly in the provided KB, the agent's comparison of it being 'better' than a tri-band MR7500 based on being 'more upgraded' contradicts the technical superiority of 6E/Tri-band specs. 3) Misrepresented the MR7500 as inferior in capability to the MX5500.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent attempted to guide the interaction but lost control during customer frustration, placed multiple unstructured holds, and failed to reframe or redirect effectively.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms (e.g., build report, firmware) without consistent simplification, but did respond to customer cues by asking for clarification and attempting to proceed step-by-step.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer the case or abandon it, continued engagement despite hostility, and attempted to gather data — but failed to take full ownership by pushing ISP bundling over technical resolution.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline were established; agent repeatedly said 'let’s hold this call' without specifying what resources were being consulted or when follow-up would occur.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
The persistent speed-drop issue, especially after ruling out cables and ports, warranted escalation to L2 or engineering, but agent did not initiate escalation despite clear failure pattern.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed, so there was no opportunity to provide complete details or inform the customer of next steps in the escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized and said 'I totally understand' multiple times, but responses came across as scripted; failed to sincerely acknowledge repeated effort or frustration, especially when customer felt dismissed.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a procedural tone and attempted to match the customer’s pace by repeating instructions, but did not adapt messaging style or check comprehension during high-stress moments.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number, speed test results, and problem description multiple times; agent did not document or reference earlier inputs, increasing perceived effort.
Call Transcript76 turns · 84 lines
Speaker 1
Hi, yes. So, can you tell me, um, I, I have a, uh, Linksys router, which is supplied by Community Fibre. And, um, I wanted to check two things. Firstly, um, at the moment I'm using it with mesh repeaters, right? The Linksys router. Um, the question is, uh, the one that they supplied us was the Linksys MX5500. Okay. What I want to know is if I upgraded that to an MR7500 router, would I be able to use the same mesh? Okay. And is it a lot better than the MX 5500? Yeah. Warriors. W-A-R-R-I-S-W-A-L-J-I-E. No, J for John, I for India. That's right. Yes.
00:00
Speaker 2
it's the Lumei devices. No, it's not. MX 5500 is more upgraded compared with an MR 7500. But before we proceed, ma'am, let me just gather your information, including the router information to create a record here in our system. So may I know your first name and last name? Can you spell it for me? W A L G I. like that's W for whiskey, A for alpha, L for Lima, J for Juliet, I for India.
01:00
Speaker 1
I might have called about this before. 07931 356 424. That is correct. Okay. Yeah, kind of. Sorry. [silence]
02:00
Speaker 2
peace. And your phone number? And your email is: wasp, w-a-l-j-i-t-h-mail.com. So let me just double check if you have any existing record. Okay. Hold on. Okay. So upon checking, so you have three devices. In total, you have three. You have an existing router.
02:00
Speaker 1
Well, one links his router, the MX5500, and the other two are repeaters or mesh repeaters. [silence] Okay, one moment. [silence] I'm going to take a photograph. [silence] I don't understand why, but it may be because, just look at the latest one. It may be because the thing is, the router was changed twice by community fiber because of the problems with the previous routers. Can you not just see with the latest one is? [silence] The main router is set up. [silence] Yes, they were all provided by the internet service provider. [silence] Okay, I don't know how you should have it. [silence]
03:00
Speaker 2
Yeah, but actually what is it's recommended to set up the main router bundled or provided by your internet service provider. Yeah, but can you please provide the serial number? The serial number is actually mail.
03:00
Speaker 1
Yes, I know it is, but it's, yeah, I know, I know, I know it's difficult to, it's difficult to understand one. more. Okay, the number is 6 5, November 10, M, Mike 2 Charlie Echo 3 83 86.
04:00
Speaker 2
Okay. So let me just confirm. FYI, the model number of this device is an SPMTS2.
04:00
Speaker 1
Yep SPX 57, that's right. So what is that the equivalent of Wi-Fi 6? Okay but is it dual, is it dual? Okay, is it dual or tri-band? Okay, now you told I asked you earlier that uh what about the MR7500. That is actually a tri-band with an extra six gigabit um uh [silence]
05:00
Speaker 2
Max 57. You know this device supports the latest Wi-Fi 6. Device, so, yes, it's a Wi-Fi 6 mesh. Okay, let me just verify. It's a dual band.
05:00
Speaker 1
rooting isn't it okay because I asked you at the beginning I asked you okay I know I gave you SPNM 55 as an example but even the SPNM X 57 if that is dual band the Linksys Hydro Pro 6E um which is the MR7500 is um uh actually tri-band, isn't it? why did you tell me that the dual band was better than tri-band? Sorry, you're saying SPM 57
06:00
Speaker 2
Okay, So let me just confirm the difference between your SPNMX 57 and M. [silence] Yes. Yeah, because it's just a wireless congestion, um, but regarding with its features and compatibility, which is more upgraded is the SPNMX 57.
06:00
Speaker 1
7 is X 57 is more upgrade at the MR750 or but but it's the weaker model. It for Wi-Fi it causes congestion because this only dual-band has got a faster wind port. I understand that. Yeah. Why can't the MR7500 handle up to 2.5 gigabit per second? Gigabit per second? So it's 8 again? I understand this is a Wi-Fi 6, but it's not a 6E, which is tri-band. What I'm asking is that, are you saying that the MR7500 is not a dual-band model?
07:00
Speaker 2
Exactly, that's when it makes 57. yeah. because the makes 57 has a faster, one port. most. Internet port. yeah. can handle up to 2.5 gigabit per second. but then your makes 57 is a Wi-Fi six. It's just a Wi-Fi six.
07:00
Speaker 1
Which the the what's up? Which is a tri band. Cannot cope with the 2.5K input. It's a question. Question. Because to me it looks like a better router. The MR7500. It may be older, but it's a tri band. The question is, is it compatible? Being able to pull in the 2.5K. Because I've got a 3 gigabit community fiber supply. Sorry, which one is? Is 7? MR7500 is also compatible with that? So then why are you saying that
08:00
Speaker 2
So if you're going to look at that one. Yes, actually it's compatible, turned out it has a 2.4 and 5 gigahertz band. Yes.
08:00
Speaker 1
the uh the other one is better just because it's slightly newer it's the latest one but it's only a dual band it's a weaker model Well, before I do that, I want the fastest possible speed and you keep on telling me that the tax 57 is better than the option 500. I want to know what is the correct answer. Sorry. Yeah, it's three gigabits per second. Three gigabits per second, yeah. Sorry. Of course, yes. [silence]
09:00
Speaker 2
It's the latest one. Yeah, but if you want to do an upgrade, you can also purchase an MR to upgrade. What it does me, I need a reason why you need to do an upgrade, Warren. May I know your Internet speed subscription? May I know your Internet speed subscription from your provider? [silence]
09:00
Speaker 1
Please. Yeah, well, all I'm asking. Can you just please answer me a simple question? Is the the model, which though it's slightly older, compatible with the 3 gigabit input speed coming from the community fiber? I mean, surely you have the specs for it, right? So I'm asking you, is it compatible? Yes or no? In other words, if I switch it with the um MR 7500, will it be compatible with the 3 gigabit speed? Yeah.
10:00
Speaker 2
Okay. So, let's just hold this call three to five minutes whilst we have resources on my end. Yeah, that's. Mhm. Yes, I totally understand that one. on Was but since then, our problem. Okay, so, regarding that one. Since your links to devices are bundled by your community fiber, the question is that, will they be able to change or do. We have this devices we're in, which is more of a problem.
12:00
Speaker 1
Oh, of course you can. If I pay for it, of course I can change it. Uh, I don't have to use Community Fiber. Actually, I turned around and said, if I want, I can use my Netgear router. And the support I'm getting from Lin.utils, it looks like I may have to switch to uh a Netgear router instead. So please try to help me, otherwise you'll lose a customer and I'll just switch over to Netgear. 'Cause that's what I used to use with my previous provider. I'll switch to that. So please, I'm asking you a simple question. We've been on the phone so long. Right? And you've been asking me, I will answer your question why I'm thinking of switching the router, but first just answer the simple question. Does this cope with, because it says here, uh uh you know, it's a tri-band. All I want to know is that uh uh you have more information than me. So, the question is, does it cope with three gigabytes in uh input?
13:00
Speaker 2
Yeah, frustrated with his. [silence] Yeah, but if you're planning to do an upgrade war,
13:00
Speaker 1
Sorry. What is the SBN MX6T? Is it two-way band? M one moment. What's the model number called again? Yeah. Sorry. One more one more one more one more. S for Sam. S V N M. Yeah, S for Sierra Victor November Mike and then X for X-ray. Yes, I told you. Is it S for Sam Victor
14:00
Speaker 2
better to do an upgrade with our SP and MX 60. The SP NMX60. Yes. So letter S for Sam, P for Paul, N for November, M for Mike, L for Lily. SPNMX. No, it's SPNM. So, Okay, so letter S for Sam,
14:00
Speaker 1
Victor, November, Mike, X-ray. So Sierra, Victor, November, Mike, X-ray, Poll, and then six- zero. Is that correct? Okay. Now can I answer you? Okay. The question I asked you at the beginning, is DM R- 7500, can it take in speeds of 3 gigabit a second? Yes or no? No, I won't get it from them. I buy it myself. Because it's an older model. You can get it for less than £50. No, it's not. No, the mesh devices are not, the mesh devices are not set up [silence]
15:00
Speaker 2
P before Paul. That yes. Yes, it is, but I cannot guarantee if your Internet service provider can provide that model. Okay, but the thing I would like to set an expectation that since your mesh devices are bundled by your community fiber, it is highly recommended to set up that device provided from them.
15:00
Speaker 1
provided by community FIBER, they're a mesh system set up by Linus. So, any Linus or which is mesh compatible, which the, um, uh, uh, which this particular MR7500 is, uses the same mesh system. I can continue using the same mesh system. I don't know why you're so determined for me to stick to the router that, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, Comfinseo I've given me, cuz they don't give out an Sned MXP 60. So, why are you so determined that I stick to the one they've given me? Okay. Now that I know what is to make, I'll, I'll have to take advice of, of, of, of that, uh, uh, externally because I, I, I, I seem to be getting the impression you're giving me biased advice, um, as if you work for community fiber.
16:00
Speaker 2
the whole provided your
16:00
Speaker 1
I number and it's be me take it. Otherwise, I will be a loser. Other okay. The reason why I want to change the router is because it this router that I have the serial number I gave you right? When it gives out wireless the Wi-Fi signal, no problem. The Wi-Fi signal is less than 1 gigabit. But I expect that's because it is a dual rather than a broadband. But the worst thing is that when I connect via the land cable, it starts off giving me the speed of around 900, 950 uplink and download. And then after about half an hour, sometimes it just drops down to less than a hundred. What is the point of me having a broadband provider who give me a 3 gigabit speed when by the LAN I can only get less than a hundred. So it looks like there is. a bug in the model that uh uh uh uh in that model in the model um SPVMX uh 57 because it keeps on dropping down the link speed to 100. Why should it? It's getting the input of 3 gigabits per second. Now do you know do you understand why I am looking at changing my router? Do you understand that now? Right. Now you must have had other people phoning about the same problem to do with the SPANMX uh 57. Now why is it you're so heavily promoting I should keep the SPANMX uh 57? Is it because it's a model you know they're problems with so you just gave them very cheap to community fiber? Why did you keep on insisting I keep the same router when there is obviously
17:00
Speaker 2
Let him
18:00
Speaker 1
something wrong with the router that it keeps on it starts off at about 900 mbps and then it drops to less than a hundred. Okay, how do you how do you want me to troubleshoot? The trouble is you you may have to stay on the line for half an hour until it drops back to a hundred. Cause when you troubleshoot the minute you troubleshoot or reset the router, then what will happen is it will go back to over 900. After about 15, 20 minutes, one hour, it'll drop back to less than a hundred. So how are you going to troubleshoot it? As well as that, I'm not willing to do a reset because I've got so many devices connected to the router that I'm not willing to do a factory reset. So are you able to troubleshoot without doing a factory reset? So that none of the passwords, etc.
19:00
Speaker 2
What up, I picked up your ring. Okay, so if that's your problem, um water, we can actually assist you to troubleshoot or to do an advance troubleshooting with your link.
19:00
Speaker 1
the Wi-Fi, etcetera, is reset. Oh, I've got loads and loads and loads. I've got three devices connected via LAN cable. I've got something like five phones in the house. I've got a TV. I've got a sky box. Probably 10 devices all together, including three which are connected via the LAN port. I will run a speed test from the LAN port which is connected and it's remembering that the input speed is 1000. I'm getting an average of about 90. [silence] Yes.
20:00
Speaker 2
Okay, so how many devices? Are connected to the network, wired and wireless? [silence] Okay. Now I'll kindly run a speed test. [silence] Okay. Is it wired directly to the ethernet port.
20:00
Speaker 1
this is the wired speed yes no this is the white speed the wireless speed is higher but the wide speed is less than yes no a hundred 00 00 00 no it's a laptop but it's connected uh via LAN uh to the the router okay okay yeah 1.1.1.1 no .168.1.1 right 6 8 7
21:00
Speaker 2
or wireless. Okay, now let's proceed to use a computer, is this a computer or a laptop. Okay, now let's access the web interface and checked and figure out what's really going on with your linksys router. So open a browser Google, then on the address bar type 192. Yes. [silence]
21:00
Speaker 1
okay, so I've got keep your Wi-Fi handy, but I'm not interested in a Wi-Fi continue to link this smart Wi-Fi or is there something else? Sorry? Click the picture of the two phones, okay? I see, so the other option is purely to do with Wi-Fi. Okay, so it says, uh, put in the password. Now I did change the password, um, recently, but I it that was because I kept on, um, getting the wrong password. So now I'm going to put the change password. Okay? But I don't want it so that I have to reset the router. So will it is this how can I check whether this is definitely the password that I reset?
22:00
Speaker 2
Click the picture of the two phones. Click the picture of the two phones. Go ahead. It's the router password, it won't affect with your Wi-Fi password.
22:00
Speaker 1
No. No, but I did create a new one, so should that work? Because I thought there was no... Okay, the reason is that there was this reset thing, and it's asking for a five-digit number, and I didn't know where to find it. So anyway, I changed the password. I'll try the new password I set it to. Just bear with me. What I'm worried about is that it'll say I'm running out of attempts. That's what worries me. Okay, so I've set the password. Password. I mean I've put in the password I changed it to. Sign in and it's saying incorrect password. Two attempts remaining. I thought there was a way of putting in the password on the back of the router to override it. Can I not do that? Oh, there is.
23:00
Speaker 2
Just create a new one. And then try to type that. Yeah, click reset or forgot password to create a new one, because there's a recovery transcript.
23:00
Speaker 1
all right, okay, so what do what do I do now? because I I did I did reset the password, but it's not taking my new password. so I, I've only got two attempts left. so should I click on reset password again, even though I've already reset the password? so I click on reset password again, okay, just bear with me. okay, just bear with me. [silence] so I, I've only got two attempts left. so should I click on reset password again, even though I've already reset the password? so I click on reset password again, okay, just bear with me. okay, just bear with me. [silence]
24:00
Speaker 2
create a new and then try to do it now. click reset for gut. so it might not reset successfully earlier. so let's just try to do it again. with the recovery key. yes. [silence]
24:00
Speaker 1
[silence] Okay, so you're right. I think I didn't set reset that. Okay, so I put in when I uh say reset password, you're right. What I did was I reset the password of something else. Okay, it's now asking me for a recovery key. So I put in the recovery key. Yeah, I'm just putting in then. [silence] Oh, that's not it. Oh. What I have written here is not the copy right pass. [silence] Actually, what are the rules of the password for link this? Any idea? Because now I remember. I think I know what the password was. So I've got two attempts left. I can try one more time. One moment. Sorry.
25:00
Speaker 2
Write the recovery key or put the recovery key labeled on the bottom. Ten to twelve characters with an uppercase, lowercase.
25:00
Speaker 1
Oh, that is the rules, is it? Okay, no, then that case I can't, I, I seem to have the wrong one. Okay, so I'll put in the five digit key, which is, do you say it needs a special character as well? Okay, so I've just put in the key. Okay, so now it's asking me for the admin password. So this is where I put in the password, right? Okay. That's funny feeling, I put in uh originally the password which was on the back, on the bottom of the, uh router. Would that have worked as well to override it? Can I also use the password at the bottom of the router? Oh, well, the, yeah, okay. Let me put in my old password anyway.
26:00
Speaker 2
[silence] Yes. [silence] Yes. Now create your admin. Yes. Yes. Yeah, but all you need to do is to make sure that you follow the standard rules on creating a router password.
26:00
Speaker 1
One more. The possible cannot have the same character twice in a row. Okay, one more. Okay, I've done this. That's a special character. Okay. The password cannot have the same character twice in a row. It doesn't... oh, the number. Okay. [silence] [silence] Okay, so I've just done a reset. Okay, I'll save the password for future reference. It's just that because I had to change my PC temporarily, that's why the old PC, I think remembered the password, but the ne ne.ne new laptop doesn't. Okay, so, um, I have now got the linked smart. I w- what do I do now? [silence] Troubleshooting or connectivity first? [silence] Troubleshooting. Okay. I thought you might want to check the connectivity first. Okay. [silence] Okay. Okay. Okay. Okay. [silence] Sorry, and the status, what do you want to see? Report, okay? Wait one moment. No, there it is. I can't find any report. There's refresh, open and browser print PHP client table. And then, oh, report at the top. Okay, right. [silence] Okay, yes, I've got the report. [silence] What do you want me to do now? [silence] Yeah, one by one. Okay. [silence]
27:00
Speaker 2
OK, kindly go to troubleshooting. Troubleshooting. And then under status, you can see build report. Click report. Then kindly provide OK, now kindly provide the firmware version of your Linksys router.
29:00
Speaker 1
1.02, 216 808. That's right. I'm sorry. Bottom. Okay! Yes, I'm at the bottom next to the two point 5 gigabits per second. One, two, there's nothing, but three is ex on 10 100 mbks. Right. So, well, how do I get sorry?
30:00
Speaker 2
care setting's on 1 0.2 point two one six eight zero eight okay now can we scroll down on the way bottom okay yeah looked for the ports okay so in line with the internet or is the x mark and how about one two three four okay okay that's the reason why you can only get 90 in a BP score because your Eternet cable man because the Eternet they're currently using it is is is is is stuck to 100 mb after turned
30:00
Speaker 1
so sorry. tell me. tell me again. I don't quite understand what you just said. Are you referring to the rooter? Are you? Sorry? Yeah. Yes, but but if I, if I, if I read that, that is out of there, it will go back to over 900. That's right. Okay, okay. I'll just help me. Let me repeat this for you because you keep on ignoring the information I give you, right?
31:00
Speaker 2
okay you mentioned earlier that you're you wired so you wired the laptop directly to the router right and you're dealing with an issue wherein you can only get 90 in bps so we check the ethernet cable because your internet is the x mark is on a 2.5 gigabit per second so if you're going to connect wireless devices with it so you can get a better speed but with your laptop wired to it it's only compatible up to 10 to 100 megabit per second that's the ethernet cable.
31:00
Speaker 1
What I'm telling you is that when I restart the router, it goes back to over 900 on my laptop. Then what happens is it drops back to and then it drops back to less than 100. I've said that about 20 times so far. I will prove it to you now. I will just restart.
32:00
Speaker 2
Is your laptop connected wired or wireless?
32:00
Speaker 1
Hello. Yes, I've just I've just restarted the router. Okay. And I will show you that the speed will go up. One moment. No, I have turned off the Wi-Fi. I'm talking about purely the connected speed. Okay, it's just gone up to 928, the connected speed. Okay. Yeah? Now, do you understand the problem? Thank God. Okay. But you kept on insisting no my my you kept on blaming my laptop. I've done [silence]
33:00
Speaker 2
Okay, now, so let just try to connect this laptop via Wired, Warris. Turn off your Wi-Fi, including your hotspot. [silence] but make sure your Wi-Fi is turned off including your hotspot. And then try to go back to the troubleshooting. Refresh the web page. [silence] No, but kindly do a speed test. [silence] [silence]
33:00
Speaker 1
You want me to go to report again. Okay. Now the report is showing the X is in one gigabit per second. The whole point is please listen to what I'm telling you. The whole point is after 10 minutes or half an hour or an hour, the X will go back to a 10, 100 again. You understand? No, it's not. The Ethernet cable is fine. It is fine because it gives me, look at the moment, it's giving me nearly 900 megabits per second, and it's telling me the X is in 1 gbps. A cable doesn't sometimes go to 1 gbps and then sometimes to 100 per second. Bits per second. You understand? You're missing the point, aren't you? There is a problem with the router suddenly dropping from 1. [silence]
34:00
Speaker 2
Okay, now open a browser. And then try to use a different Ethernet cable.
34:00
Speaker 1
1 gigabit a second to 10 slash 100 megabits per second. Why do you not understand that? And that is why, well, then, why are you, why are you telling me to change the cable? Nothing to do with the cable. I've tried it with different cables. After a few minutes or after half an hour, or after an hour, it drops back to 10 to 100 Mbps. Do you not believe me? Do you not trust me? Do you think I'm lying to you? I am telling you that the router will suddenly drop its speed. Do you understand? I think you don't quite understand. You're you're deliberately, you're deliberately ignoring all the facts that I tell you. I keep on telling you, the speed keeps on dropping and you keep on telling blaming it on
35:00
Speaker 2
I totally understand that. I totally understand that one worries I do apologise to interrupt you. But then, [silence] okay. Now let me just hold this call three to five minutes to have resources in my end.
35:00
Speaker 1
and something else. Yeah. I mean, this is my no problems, because it's an old model or it's a model which you've discontinued or given cheaply to community fiber. Maybe there is a bug in this model, where when it heats up it drops down to 100 10 100 megabits per second. because usually it's when it's been running a long time. Now it's hot, obviously, it's the heat as well. So so so unless unless you look up possible issues with this router, we are not going to get anywhere because there are issues. Now you see already it's dropped down to 75 and if I now do a refresh, I bet you'll move it across.
36:00
Speaker 2
Okay, so I do really apologize for the inconvenience, but we need also proper isolation. Okay, so I totally understand that one will work, but let me just
36:00
Speaker 1
elsewhere, but I haven't physically moved the cable again. So why should it move across from a one gigabit to 100 bits per second? Do you understand now? See, it's moved it to 10/100 megabits per second again. It's not the cable. That is not the cable. That is the router which is at fault. Now if I move the cable to another port on the router, it will go back temporarily to one gigabit per second. And then after half an hour, or ten minutes, or in this case a few minutes, it'll go back to ten megabits per second. You're not really giving me much confidence in Linksys. Maybe I need to change over to Netgear. All my system to Netgear mesh instead. By the way, do you know that I have to try ten different phone numbers to
37:00
Speaker 2
Yes, I totally understand that Juan Juarez, so how... [silence]
37:00
Speaker 1
the UK before I found your number because apparently on your website etc half the websites have got the wrong phone number for your contact
38:00
Speaker 2
okay now question let me just hold the call for 3 to 5 minutes to have resources in my end. So just please stay on the other line and we'll be right back. [silence] okay thank you for patiently waiting are you still there
38:00
Speaker 1
No, I've already, sorry. I've already tried that. You'll have to take my word for it that whichever port that I move it to for a while it goes to the highest speed, then it drops to the smaller speed. I'm sorry, but I'm having work done in the room where the router is. I can't just keep on going there and changing it for tests which I've already done. You will have to take my word for it, right? And trust me, when I say that I've tried all the ports, and on every port it first gives me 100 Mbps and then it, sorry, 1000 Mbps and then it changes to less than 100. You'll have to take my word for it because I'm telling you the truth, whereas you told me a small light, didn't you? You told me a small lie, didn't you? I asked you, is DPM X.
43:00
Speaker 2
okay, since we used the port three earlier, let's just try to isolate the other ports of the router, if they are doing the same thing.
43:00
Speaker 1
it's a default and isn't it? I'm just doing a quick search on eBay and it's showing it as a dual band, not as a triband. Why? Why do you need to know that? It's nothing to do with the extenders. I'm asking you to solve my problem with the router. Why are you asking me about the extenders? What is the problem? What is your problem that you're asking me about the extenders when I'm telling you that the I'm more interested in in making sure I get the full speed on a wide connection? Why are you now talking about the extenders? Nothing to do with the extenders. Well, no, you're you're pushing you liked to me about about the model you said was a triband. It's a dual band.
44:00
Speaker 2
Okay, now what is the model number of the two extenders? Yeah. Okay, I totally understand your concern and why it's we're trying to help for proper isolation.
44:00
Speaker 1
I accept some of our I band, which it isn't. And now you are trying to tell me to check the extender was there is nothing to do with your extenders. I'm not interested in the speed of the extenders, I'm interested in the speed of the rooter, coming out on a land cable. That is all I'm insinuated. So please respect me and do what I'm asking you do not asking me about uh uh you know uh the extenders. Please do not change the subject. Oh, why are you going back to that? I asked you that the one you recommended 60 is that a tri- band? No, it is a Wi-Fi 7 but it is not a tri- band. You lied to me. Why did you lied to me?
45:00
Speaker 2
Yeah. I totally understand that one war is. When I'm here, rick harris depot is more upgraded compared with an m.7 5100. Not then since you're calling to us.
45:00
Speaker 1
That's not very good of you to lie. This... Now I'm really, I'm now starting to get upset. There is a problem with your hardware which is supposed to handle three gigabits. But your hardware is failing and moving the speed back down. It is your hardware problem which is what I'm funding about and you keep on going back to something else. What is wrong with you for god's sake? Please, stick to the rulebook, right? I asked you that the router, the HP 57, the speed keeps on dropping. And you saw evidence of that when we ran the report.
46:00
Speaker 2
because you're okay as what you mentioned earlier, you're looking for a device that's compatible to handle up to three Gbps, right? So if you're really looking for a device,
46:00
Speaker 1
Now, solve the problem. Why is it dropping the speed? If you don't know how to solve the problem, just tell me. I don't know how the heck to solve problems like that. Just tell me, and I will move over to Netgear, because Netgear at least, when I tell them this is a problem, they know how to solve it. I'm about to give up. I've spent how long on the phone already? And you still haven't answered my question. I have now spent, let me just check how many minutes I wasted on this call. 47 minutes, and you still haven't done anything. You have not done a thing. 57 minutes on the phone. You have not managed to do anything. Apart from that, you also gave me a lie about a modem that I would need to order it and send it. [silence] Well, which I should use instead, which you said was tri-band and it isn't it dual-band. Right? So you even lied to me. Are you sure I'm talking to Linksys support or am I speaking to somebody in Community Fibre who's just trying to push the same router that I've got, even though it's got problems? Am I actually speaking to Linksys? Because you don't seem to, apart from the very basic thing of going to reports, you don't seem to know how to solve any problems. So please, if you're not Linksys, tell me you're not Linksys. If you don't know how to support Linksys, tell me you don't know how to support Linksys. But please, for God's sake, don't waste my time on BS. I think at this stage, I'm going to give up. I've had 48 minutes talking to you, I'm going to give you one more minute, otherwise, I'm going to put down the phone. No, in fact, I'll give you 10 seconds. 10, 9,
47:00
Speaker 2
okay I totally okay? I would like to set an expectation
49:00