V2 Rubric Detail — ec3a1474-637c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:59
Duration
65m 21s
Contact
David Keene
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132683
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 Some Devices canno't connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall72.4% (+28.4)

V2 Grader Summary

The agent correctly diagnosed the likelihood of 2.4GHz compatibility issues and executed the appropriate fix by guiding the customer to separate the band. While minor technical inaccuracies and communication lapses occurred, the troubleshooting was relevant and within scope. The issue was not fully resolved, but the path was correct, resulting in a partial resolution.

V1 Case Analysis

Customer reported Kindle and Kuna security cameras unable to connect to MX4200 router. Agent separated 2.4 GHz band (renamed SSID to 'David 2.4') but did not confirm band enablement, security mode, or successful device connection. Issue unresolved; customer advised to contact Amazon and Kuna support.

Troubleshooting Steps
  • Collected product model (MX4200), serial number, customer name, phone, and email.
  • Guided customer to router admin page via myrouter.local.
  • Separated 2.4 GHz band by renaming SSID to 'David 2.4'.
  • Instructed customer to reconnect Kindle and Kuna camera to new 2.4 GHz SSID.
  • Suggested forgetting network and restarting devices (Kindle and cameras).
  • Advised customer to contact Amazon and Kuna support for further assistance.
Key Observations
  • Agent correctly identified that 2.4 GHz-only devices (Kindle, Kuna cameras) may fail to connect when bands are merged, aligning with KB guidance for legacy device compatibility.
  • Agent guided customer to myrouter.local (correct URL for Velop/MX series) and successfully accessed router admin page.
  • Agent separated 2.4 GHz band by renaming SSID, a valid troubleshooting step per KB for 2.4 GHz-only devices.
  • Agent did not verify that the 2.4 GHz band was enabled, using WPA2-Personal security, or that the Wi-Fi password was consistent across bands.
  • Agent did not validate device connectivity after changes, leaving the issue unresolved.
  • Agent advised customer to contact third-party vendors (Amazon, Kuna) without setting a concrete internal escalation, callback, or follow-up path.
  • Agent provided conflicting URL guidance: initially said 'HTTP colon ///' [24:00], later corrected to 'myrouter.local' [25:00], causing customer hesitation.
  • Long periods of silence and lack of call control between [26:00]–[37:00] and [44:00]–[45:00] disrupted troubleshooting flow.
  • Agent interrupted call with personal conversation at [44:00], violating professional protocol.
Positive Highlights
  • Collected complete customer and product information: model (MX4200), serial number, name, phone, and email [18:00–21:00].
  • Correctly diagnosed that 2.4 GHz-only devices (Kindle, security cameras) may fail to connect when bands are merged, and initiated band separation [16:00].
  • Successfully guided customer to access the router admin page via myrouter.local, despite initial confusion [24:00–27:00].
  • Identified that older Kindle models may be end-of-support and unable to connect to modern security protocols [48:00], showing technical awareness.
  • Recognized that Kuna cameras require specific 2.4 GHz and WPA2 settings, aligning with vendor requirements [61:00–62:00].
  • Technical advice on band separation and router access URL (myrouter.local) was accurate per KB.
Agent Errors / Gaps
  • Failed to confirm that the 2.4 GHz band was enabled and using WPA2-Personal security mode before instructing reconnection [43:00].
  • Did not validate device connectivity after separating the 2.4 GHz band, leaving the issue unresolved.
  • Provided incorrect and confusing URL entry instruction: 'HTTP colon ///' [24:00], which contradicts standard access via http://myrouter.local.
  • Did not set a clear next step, escalation path, or callback despite unresolved issue, abandoning operational closure.
  • Allowed long periods of silence [26:00]–[37:00] without explanation or re-engagement, reducing efficiency and call control.
  • Interrupted call with personal conversation at [44:00], a serious protocol violation.
  • Did not confirm whether the Kuna camera app was updated or whether the camera supports 2.4 GHz with WPA2 security, missing critical troubleshooting steps.
  • Ended call without summarizing actions taken or providing self-help resources (e.g., KB articles).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to separate 2.4GHz band and confirmed steps were applied, but devices still failed to connect; issue not fully resolved but valid troubleshooting path initiated.
R2 Met Diagnostic thoroughness conf 85%
Agent identified affected devices, verified ISP was not at fault, accessed router UI, changed SSID for 2.4GHz band, and advised reconnecting devices — a logical sequence addressing a known compatibility issue.
R3 Met Correct resolution path conf 90%
Agent correctly identified that older devices like Kindles and security cameras often require 2.4GHz band and recommended band separation, which is the appropriate resolution path per KB.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent asked which devices were affected, confirmed others worked, inferred a band compatibility issue, and pursued a targeted fix — demonstrating logical diagnostic reasoning.
T2 Met Appropriate tools / resources used conf 80%
Agent used the router’s web interface (http://myrouter.local) appropriately to inspect and modify Wi-Fi settings, which was the correct tool for this configuration issue.
T3 Partially Met No misinformation conf 85%
Agent correctly guided SSID change and explained 2.4GHz need, but inaccurately stated 5GHz must be disabled and referred to 'WPADU' instead of WPA2, introducing minor technical error.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and transitions but had multiple unexplained silences and briefly lost focus (e.g., 'Warning security, Liz'), reducing control.
C2 Partially Met Confirmed understanding conf 75%
Agent adapted language to customer’s level by explaining band separation simply, though used incorrect term 'WPADU' and did not confirm understanding of key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and continued troubleshooting throughout, demonstrating ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (connect devices to 2.4GHz) and explained rationale, but did not set a timeline or offer follow-up if unresolved.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted — the issue was within L1 scope and agent made progress.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer’s frustration indirectly by staying engaged, but used only minimal empathy statements rather than sincere, specific acknowledgment.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer’s conversational pace and maintained engagement through complex steps, despite brief lapses in focus.
X3 Partially Met Overall experience conf 75%
Customer repeated information (e.g., ISP, model), but agent collected necessary data efficiently and avoided unnecessary holds or steps.
Call Transcript85 turns · 98 lines
Speaker 2
Welcome to LYNX Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about this, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] [silence]
00:00
Speaker 1
[silence] Fuck. [silence] You trying to call me? What's up? I'm I'm pulling for these assholes. She can't go. not feeling good. Did you have a breakdown? She heard her. She twisted her ankle. God damn stupid son of a bitch. Unbelievable. Got damn. I see you later. [silence] Thank you. I like I'm having trouble uh all of a sudden
05:00
Speaker 2
Hi, thank you for calling Linksys technical support. My name is Ellie. How can I. uh. help?
14:00
Speaker 1
Started last week, my devices, such as my Kindle and my security cameras, which I had, you know, linked to the internet, they can't connect. And to the internet, so I lost the service of my security cameras, and I can't read my Kindle off the internet, you know. So, uh, anyway, I've run through everything with the, uh, service provider, which is Spectrum, and they said everything's working good on their end. Uh, you know, the modem, everything's good. All that connection was good. And so they said it has to be the router. Uh, and so I'm calling you about my router. I bought it from Amazon and, uh, about two and a half, three years ago, something like that. It's been working real good until, you know, last week.
15:00
Speaker 2
Oh. Okay. Oh, okay. I see. And, uh, by the way, sir, since you mentioned that this
15:00
Speaker 1
Yes.
16:00
Speaker 2
Security camera and your, you can read. are these the only devices that are not able to connect like, device, sorry, like, how about your phone? how about your other devices? it connect to the internet? okay. So, yeah, there is really no problem with your internet, we can confirm that since not all, you know, not all of the devices are affected on the issue. So, well, maybe, what's actually really causing this Sir is that we might need to separate the 2.4 and the 5 GHz band because some devices, especially security cameras.
16:00
Speaker 1
Hmm. Okay. Okay. Yeah, yeah. I haven't had any problem at all with uh no, I really like it because you know, I uh stream uh my TV, my music, all that stuff through it so everything's been working good. Yeah, you need my phone number first in case we get get disconnected. Okay, my phone number is 813-405-7225.
17:00
Speaker 2
4 gigaherts band and 5 gigaherts band so that your security cameras can work back again up and running and also your Kendall. So, um, yeah, by the way, sir, is this your first time calling, uh, Linksys? Okay. Okay. Oh, okay. That's actually sounds perfect. So, um, let me just create a record real quick. So, uh, sir, can you give me the model number, uh, the serial number of your Linksys router, please? Yeah, absolutely.
18:00
Speaker 1
okay. okay. all right. Uh, the model number is MX 4200. And the serial number is 38u 10 M 56 C one 87 two two. is, um, spectrum.
19:00
Speaker 2
Okay, perfect. Yeah, I have it noted here, so whenever, if in case, the call gets disconnected, just keep your lines open so that I can call you back right away. Okay. Okay, perfect. Thank you so much. And your internet service provider, sir? Okay, thank you so much. Okay, uh, let me just double check on something.
19:00
Speaker 1
Yeah it's U H B D Keene, K e n , Keene six at Tampa, B a , Bay dot rr dot com my first name is
20:00
Speaker 2
and let me uh let me just actually try like you know. uh i'm actually looking for some information using the uh serial number that uh you provided. okay. um sir, can you confirm if i got your email correctly? it's d like delta kenney six at Sampaloc rr dot com. Okay. I'm so sorry. Okay. There you go and okay. So uh sir, can I please have your first name and your last name.
20:00
Speaker 1
David D-A-V-I-D and my last name is Keene K-E-E-N-E just one okay spectrum S-P-E-C-T-R-U-M.
21:00
Speaker 2
Okay. Thank you so much. And um, how many of this Linksys routers, do you have, sir? Okay, one. Okay, uh, let me just first create the record of this conversation. Just give me one moment. Oh, I forgot to put in the, um, the Internet Service Provider Information. Sir, who is it, again? Okay. Okay, thank you so much.
21:00
Speaker 1
Yes. They just couldn't connect and it was, you know, they just said it would time out, you know, they would try to connect and you know, in the past, if I've had any problem, you know, a power outage or whatever, and uh, I'd go to connect it, it would just say do it again and then that
22:00
Speaker 2
Okay. So, um, by the way, sir, when you tried to connect your candle and the security cameras, did you encounter any error message by any chance?
22:00
Speaker 1
[ silence ] I did it no problem. But this time, you know, I kept trying and trying and I, I called, uh, the security camera people and they, they gave me all these steps to try and I did everything they said, but it just would not connect. Same of the kindle. The laptop? No, I don't have a laptop or an iPad. Oh, I've got a computer, but, you know, I don't have anything like that. Okay, so what do I do? Okay, I'm on, uh, google. [ silence ]
23:00
Speaker 2
Do we have a quiet uh-huh, so uh for us to separate the 2.4 and 5 GHz band of your mx 4200, can we use an iPad or maybe a laptop for this? Uh, we can use absolutely your computer for as long as it's connected to the mx 4200, then there will be no problem. So open a browser.
23:00
Speaker 1
H T. Okay. S. Do I need to put an S? Colon. Two forward slashes. Okay. Got you. My router.local. All right. I got it. I typed that in. Now, go ahead and hit the Enter. Okay. Got it. All right, yes, it says Linksys. All right.
24:00
Speaker 2
okay. Now, on the URL bar, type in HTTP, uh, no, the, uh, there's no need for that, so HTTP colon ///. Yes. And then router.local. Yes, sir. Yes, please. okay.
24:00
Speaker 1
Alright, now I'm there. It's... It says, uh, your connection is not, let's see, why am I getting a warning when I try to access my router settings in a browser? Yeah. It says, continue. OK. And then it says, this connection is not private. So show... the options are, show details or go back. [silence]
25:00
Speaker 2
M. and what page are you right now, sir? Is it asking for a router password or? [silence] Okay. That's actually a normal thing to appear, but is there an option for you to click on advance or proceed or details or just please uh scroll down and try it. Okay, uh hit on continue. [silence] Okay. Um click on advance or what are the options there?
25:00
Speaker 1
All right. All right. Safari warns you when a website has a certificate that's not valid. This might happen if the website is misconfigured or an attacker has compromised your connection. No, now it just says go back. Well, it says to learn more, you can view the certificate or it says if you understand the risk involved, you can visit this website. You want me to visit their website? Okay. All right. Here we go.
26:00
Speaker 2
click on show details. So there should be an option for you to proceed or continue. [silence] Okay, how about you click on view certificate, sir? [silence] Okay. [silence] Uh, please go ahead, sir, and proceed. [silence] Yes. [silence] Okay. [silence] Um, there is no other option. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay, all right. [silence] Okay, well, I have no other option to pass this person on. So I'll go ahead and call them. [silence] Yeah, I don't know how to conclude this conversation. [silence] Okay, that call is going to end. So bye.
26:00
Speaker 1
smart Wi-Fi. OK? now it says sign in. Yes sign in with a router password. No I never did. Admin. ADMIN I got it. Sign in. All right. There we go. And now my my Safari my computer says do I want to save this password? I'm going to put not now. Got it. Now it's... Yes I see.
27:00
Speaker 2
Okay. Okay. It's asking to sign in, like I'm using a router password, sir or, okay. Uh do you remember customizing this one before? Okay. Um how about do you try use the word admin? That's A D M I N. Yes, admin. So all lower case. Mm-hmm. Oh yeah. Yeah, you can absolutely do it, uh, choose to do it that. Uh, so, let me know if sir, if you can now see the smart Wi-Fi tools, network status,
27:00
Speaker 1
got my settings and it's got one 2.4 gigahertz 5 gigahertz and 5 gigahertz there's three choices did it okay all right here we go one one two three yes it change my it's changing it no okay got it's
28:00
Speaker 2
On one of our other episodes, this one's about.
28:00
Speaker 1
I got you. I got you. So did change the 2.4 one, from my regular uh name of my Wi-Fi to, I'm going to change it to David 2.4. Okay. Yeah, yeah, I do. I want to keep it safe, I can so I don't get confused. Okay, I got it. Okay. Apply and then you're updating your Wi-Fi. It says you're updating your Wi-Fi settings and they show me what I did. Okay, I'm going to go
29:00
Speaker 2
So, before you type in your new Wi-Fi name of 2.4 gigahertz, so, if you don't wanna make any changes in the other, um, Wi-Fi network, you can just click on apply and then okay. Uh-huh. So, there will be n, yeah. Yeah. So, uh-huh. [silence] Uh-huh. Uh-huh.
29:00
Speaker 1
I'm going to go yes. Do you want to continue? Got you. Your router is applying changes. I'm going to hit OK. Okay, it says it's waiting. All right. Now, it said everything's cool. So, so I just hit, we hit apply. And so, I hit hit OK. Down here or what? All right, I hit OK. All right. I'm looking at that. Should I get out of everything here or, or just try to connect my. So, yeah, if we'll see if we can do that. Okay. Let's see here. Okay.
30:00
Speaker 2
Yes, sir. Yeah. And then after that one, we can then go ahead and try connecting your Kindle to the network, okay? Yes, sir. Head on, hit on "Okay." All right. Let's go ahead and directly connect your Kindle.
30:00
Speaker 1
All right. All right, okay. Wi-Fi networks. Hmm. Gosh, it's not coming up. Hmm. All right. Okay. All right, all right, let me go back. All right, go back to wireless now, Wi-Fi networks. Hmm. And it says, gosh, only one network is coming up. Hmm. I don't see my network there. Let's see the other.
31:00
Speaker 2
How about you turn off first the Wi-Fi settings of your candle and then turn it back on so that it could refresh everything and it can recognize the new network? ok oh yes connect this Kendall device on that 2.4
31:00
Speaker 1
okay it's I don't know if it's connecting or not but I'm trying it's kind of screen kind of went blank here on my Kindle um this thing it's trying to connect it's spinning you know the the little and I don't know if you know about it Kindles but they spin on the left so it's trying to connect let's see if oh it says Wi-Fi error your Kindle is unable to connect please set up to enter your password again or manually set it up
33:00
Speaker 2
Mhmms okay how about like you forgot the password I mean I mean you forgot the wifi name is will that include the other network that is being saved on your Kindle
33:00
Speaker 1
Okay. Let's say. So, anyway, it came back up. Network name and password. What should I do? that whole thing? the old one or the new one? The two point four? The two point four or the five? Okay.
34:00
Speaker 2
Mm-hmm. it should after you put them back, sir, the Wi-Fi name, click on it, and then enter the password. Once you forgot the message. I'm sorry. Yes, sir. The 2.4, sir.
34:00
Speaker 1
2. where the point at? 2 point 5 okay password let's see we can get that in there mmm let's not do it I don't think it looks like it's trying to but it's what about uh when I when I try to do my security camera should I try to try that also on the 2.5 or
35:00
Speaker 2
Yes, sir. We. You should also try it connecting the security cameras in 2.4 as well.
35:00
Speaker 1
for 2.4? Is it 2.4? Oh damn it, I put 2.5. No wonder. Yeah, I got you. All right, let's see. let me try it again. okay [silence] Yeah, we could try that. I just, um, I don't know how I can continue to talk with you and, um,
36:00
Speaker 2
Yes, sir. Yes, sir. It's the two... Oh, by the way, they... I know it's actually okay for as long as it's only for the Wi-Fi name then there should not be a problem at all. Yes, it's only the Wi-Fi name. But the network will still be 2.4. Um how about with this one, sir? Um it seems like uh your Kindle is like, you know, kinda slow. Can you turn it off? And then turn it back on, 'cause it's been going to take some time for it to turn back up on running. And then let's go and try to connect your security cameras instead. Mhm. Just turn. [silence] [silence] Okay. [silence] Yeah. [silence] But can you turn off first the, uh, candle device and then turn it back on just to refresh it so like, uh, [silence] yes. They [silence]
36:00
Speaker 1
There it is. I'm just gonna I'm gonna hit restart. Okay. I did that. Takes a little time. Yeah, the Kindle is a little slow. I don't know why, but it, should I get out of the link screen? Okay. I'm gonna sign out. All right. Okay.
38:00
Speaker 2
Yes, sir. Yes. You can absolutely get out from that page now.
38:00
Speaker 1
All right, the Kindle's reloading. Did you have a big problem with this fitting the 2.4 into five gigahertz?
39:00
Speaker 2
Uh-huh. Um, no, actually, sir. Because, um, because this is actually really what is happening right now, sir, that some devices are really cannot able to connect directly to the, um, five gigahertz or to the mixed, uh, band of the Wi-Fi. So, it is really recommended especially if you do have some selective
39:00
Speaker 1
yeah yeah [silence] [silence] right right okay, it's come back up. Let me see me. Let me go to settings and see if I can't hook in. [silence] add, remove, view Wi-Fi networks. It says not connected, so I'm going to try to connect. Let's see. So funny, I might.
40:00
Speaker 2
It's really recommended to separate the 2.4, because some security cameras can only connect to the 2.4 gigahertz band. And especially this kind of device that you have, the Kenda. Maybe it was working before, but like you know, technology is really upgrading, maybe the scandle that you have is like you know, it's firmware is kind of outdated. So that's why it's acting up like this. Okay.
40:00
Speaker 1
Mine should come right up. It did a while ago. Okay, it says other, and I hit other, and what happens is, uh, you type in the network name and the password. So I'll try that, okay? Okay, let's see. Let's see. that's 2.4, right? yeah. 2.4. okay. Okay, let's see if that connects. Trying to connect. it's not doing it. Hmm. [silence] Okay, your Kindle is unable to connect to Wi-Fi network 2.4. Please restart setup and enter you password again or manually setup your network. If you have issues connecting your Kindle to Wi-Fi, you can find help at amazon.com device support. Okay. [silence] All right, let me go back. Let me see.
41:00
Speaker 2
Oh, okay. So, um, sir, can we go back again to the Linksys website? We just need to check on something.
42:00
Speaker 1
[silence]
43:00
Speaker 2
Uh. Huh. Yes siree Yes. Uh. Huh. Okay. Okay. So now that we're back, click on Wi-Fi settings again. Uh. Uh. So under 2.4 sir uh can you tell me what is the security mode of your 2.4 gigahertz band? Um, Okay. So there should okay. So there should be no problems supposedly, because it's on W. P Warning security, Liz. Oh My God. Oh my - hang on a minute, Nick's coming. Hang on, Mo. I just - okay. Yes, I just - okay. Yeah.
43:00
Speaker 1
[KEEP_UNCERTAIN] David, it just says, it doesn't tell me, personal info, let's see. No. Social networks, deregister the device, no, special offer, no, no, no, no, doesn't tell me. Doesn't tell me what what it is. Now, maybe I could look it up on Amazon. All right, let me go to Amazon real quick and I'll tell them to let me know what it is. Okay, let's see. Okay, uh, called the.
45:00
Speaker 2
Yes, it's possible.
45:00
Speaker 1
No. It doesn't bring it up. Let's see. It won't uh, it just shows me shows me the books I've been buying which is ridiculous. There's a lot of them there but I can't bring up the Kindle for some reason. Here we are. Okay I found it. I found it. Okay. All right. It was uh purchase God 2015 Second generation. Wait a minute. Wait a minute. That's the uh yeah I bought one in 2009 and this one I bought in 2015. And uh default device. I can give you the serial number. See. Kindle paper. Okay. Go ahead.
46:00
Speaker 2
Yes. Okay. guess I actually did some quick research here, sir. Oh, okay. Okay, I cannot actually pull up any information from that one. Since only Amazon can take that and look directly into their systems. Here is actually the main reason, Sir, why I'm asking. You can.
47:00
Speaker 1
this is what I got. Kimdold paperwhite is what I got. okay.
48:00
Speaker 2
So, the reason I'm actually asking you what generation of Kindle is this, it's actually because there are some Kindle devices that are not receiving any updates anymore. And as per checking here, they are the Kindle First Gen, Kindle DX/ DX Graphite, Kindle Keyboard, Kindle 4, Kindle Touch, Kindle 5, and Kindle Paperwhite First Gen. And then for Okay, so this this candle sir is actually already and of support from Amazon. And yeah, it's actually also affected. So so it's not receiving any updates anymore from Amazon or. Yes, sir.
48:00
Speaker 1
New one, then they're. He'll buy me a new one. God. No. Yup. Okay. Okay. And well, you know, we can do that. I just don't know if uh. Yeah, well, you know what? Let me see if I got my wife's phone here and I can connect what happens. Uh, yeah, hold on. If we get disconnected. Let's see here. . Let's see. Let's see. You still there? Okay. Hold on a second. Okay. Alright. My wife's phone number is 773-363-717. Right. So, alright, so what I'm what I can do is try to connect the the uh security camera now using her yeah. And I'll use uh my phone to uh I'll use her phone to connect it and you and I can continue to talk on the phone that uh we're talking on now. Is that okay? [silence]
49:00
Speaker 2
[silence] AFR. [silence] Okay, uh let me just verify it back. That's seven, two, seven, three, three, six, three seven, one seven. Okay, perfect. So uh yeah. [silence] Recording camera. Yes. Yeah, yeah, of course.
50:00
Speaker 1
okay. I appreciate you helping me with this. okay, hold on just a second. let me shut the store. okay. 90 degrees out here. okay, let's see here. here's my camera. edit. there it is. all right, let's see. are you there? okay. I've got you. uh, I've got you over. I've got you over here and I'm going to try to connect. Let me see if it's ready. yeah, it's ready. okay, let me try. okay.
51:00
Speaker 2
Yeah. Okay. Okay.
51:00
Speaker 1
System initializing. It's trying. Can you hear me okay? Okay, it's trying. I'll see if it does it. System initializing.
52:00
Speaker 2
Yes, sir. I can absolutely hear you okay. silence
52:00
Speaker 1
[silence] System initializing. [silence] That failed. it won't connect. No. I don't know. Let me let me say. Okay. I got you. Um, yeah, you know, I tried that before I disconnected everything. Let's see. Nearest. Let's try. System initializing. You hear that? Yes. It's initializing.
53:00
Speaker 2
It's connected. It won't connect. Can you also try to, um, can you, I mean, do you have the option to forget the network from the security cameras, settings and then reconnect it again? Uh-huh. Try to explore it. Uh-huh. I hear it.
54:00
Speaker 1
work to connect to. Boy, it's so frustrating. Everything was working perfect and all of a sudden, boom. And they haven't been able to help me over there at uh where I bought the security cameras. So Yes, it's Kuna, K-U-N-A. Kuna. They're the cameras you hook up to your uh outdoor lights. Well, they've been really good. I've used them. [silence]
55:00
Speaker 2
Uh-huh. Um, what uh can you tell me what is the brand or of the security cameras that you have? Maybe I can check it out for you. Um, okay. Um-huh. Oh yeah. Here uh here it is. I found it. Okay, so this one. Um how do you need cameras? So let me check. Uh
55:00
Speaker 1
Yes. So usually I just... No, yeah, usually I just tap in my app with my, uh, with my, uh, password and it just connects right away. I don't even have to do anything, you know? As far as circuit? Yes, it is.
56:00
Speaker 2
Yes, and then they're actually like gonna kind of. So, sir, are you using an app to manage this cameras. Okay. Can you double check. Oh, I'm sorry. Okay, sir, can you, can you double check if your application is updated. Okay. Okay. One second, let me just try to.
56:00
Speaker 1
I'm initializing. Yeah, yeah, I've tried that too, but it then doesn't seem to help me any, but I'll do it right now. If they say turn it off, for what, 10 seconds or something?
57:00
Speaker 2
Can you turn off the security cameras or can just easily restart it if you have that option from the app and then before reconnecting them back. [silence] Ay, ay, ay, ay, ay.
57:00
Speaker 1
System initializing. Yeah, it came back on but it doesn't look like you correct.
58:00
Speaker 2
Uh-huh. [silence] WPA2 personal. [silence] Right. [silence] And then, what are the things? [silence] Oh, I mean, [silence] go to close. [silence] the change Wi-Fi network. [silence] Do override old
58:00
Speaker 1
[silence] Yep. [silence] Yep. [silence] Yep. Yep. [silence] I know. [silence] [silence] They're supposed to [silence] Go ahead. They were supposed to get back with me today and they haven't. Uh, I gave them screenshots. Uh, you know, uh several screenshots of, uh what I tried to do Friday and they're, they don't work over the weekend. They were supposed to get back with me today and uh, I just looked and I don't see anything there. Yeah. Yes. Positive. Yeah.
60:00
Speaker 2
i'm sorry okay guys I was actually also about to tell you that maybe you need to contact them and then take a picture of the one that we actually like did earlier take a picture of the w-pa-two security mode and then take also a picture that you separated the 2.4 Gb band because they are actually going to ask you this question since this is really on their website that the security mode of your 2.4 must be WAP2 and then the 2.4 gigahertz band must be separated from the five GHz band and the five GHz band must be disabled so that's why I mean like they will really just ask you this question or they will just test
61:00
Speaker 1
O K. They, they, yeah. They didn't call me today. I've been busy with other things, but uh they haven't gotten with me. And it's uh it's 6:00 o'clock now. I think, well, wait a minute. They they work in California, so they're still available. I'll try to call them in a little bit. But uh does it say that uh the the camera would operate on a 2.4 gigahertz? Oh, okay. Yeah. [silence]
62:00
Speaker 2
did to the five gigahertz band. So yeah, we did that everything earlier. So the Qoona people should should call you by now. Okay. Yes sir. Cause I did double check it. And it is really re I'm actually on their website. And I'm checking everything here that it should be on 2.4 Wi-Fi band. The 2.4 Wi-Fi band should have the WPADU security mode and it is already. And uh,
62:00
Speaker 1
yep yep well I'm going right well I'll do that and uh as far as uh the uh the 5 gigahertz and all that my computer and my uh my streaming music on Amazon and all that they do it on the 5.0 okay okay good [silence]
63:00
Speaker 2
The 2.4 gigahertz band must be separated, which you already done it doing earlier. So this Crunder camera should be where I mean, should be working by now without any problem. So there might be something that they need to check on their end, especially with this camera. Yeah, sure, they will be connected on that one. For as long as the device is able to detect the 5 gigahertz band, then there will be no problem because yes, because the only devices that can't able to detect or can't connect to the 5 gigahertz [ silence ]
63:00
Speaker 1
I got you. I got you. Okay. Well, all right. Okay. I'll do that. and uh uh anyway, you've got me separated. Uh so I can, I know which line to use if I have to go to the 2.4 gigahertz. So I'll know what to do with that. And uh all right. All right. Uh what what is your name again? Okay, Ellie. Thank you for your help.
64:00
Speaker 2
So, our best example for that one are really security cameras and old, um, old models of iPad and tablet and also phones. because there are some phones that can that really cannot, um, see or connect to the 5 gigahertz band, especially with its security mode. Mhm. So, uh, yeah, maybe you need to call them, Sir David for this one. Uh-huh. Yeah, absolutely. All right. Thank you so much. Uh-huh. It's Ellie, sir. You too.
64:00
Speaker 1
Okay, I'll do that. Thank you so much. You too. Bye-bye.
65:00
Speaker 2
Sorry, David, thank you so much as well. So whenever you need to call us, sir, just provide your phone number or your email address so that the next representative can easily pull up your record, okay? thank you so much sir. Have a good one.
65:00