V2 Rubric Detail — ecf2657a-7c99-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:59
Duration
94m 40s
Contact
Ronald Berke
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136754
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.1% (-26.9)

V2 Grader Summary

The agent failed to resolve the login issue, provided materially incorrect technical guidance (admin password on MX4000), used no diagnostic tools despite clear need, and did not escalate despite repeated failures and evident customer frustration. Troubleshooting was disorganized, ownership was lacking, and the customer was left to manage reconfiguration alone.

V1 Case Analysis

Customer unable to reset router admin password (MX4000) via recovery key; encountered repeated 'unexpected error' and 404 pages. Agent incorrectly advised 'admin' as default password, suggested factory reset without confirming ISP provisioning. Ticket created for follow-up.

Troubleshooting Steps
  • Directed customer to access router via http://myrouter.local
  • Instructed to use the recovery key on the router label to reset the admin password
  • Guided through password creation requirements (10+ characters, special character, number)
  • Suggested using the Linksys mobile app as an alternative login method
  • Advised that a factory reset may be necessary if password reset cannot be completed
Key Observations
  • Customer repeatedly encountered 'unexpected error' and 404 pages during recovery-key password reset attempts, indicating a possible firmware or web UI issue.
  • Agent did not verify if the router was ISP-provisioned (Cox), which is critical per KB — ISP-managed devices have limited support and firmware control.
  • Agent incorrectly suggested using 'admin' as the default password for the MX4000 [92:00], which contradicts KB documentation stating MX series models do not use 'admin' as default; the default is the WiFi password on the label.
  • Agent failed to acknowledge customer frustration or provide empathy, violating Angry Customer Protocol after multiple expressions of anger [52:00, 63:00, 92:00].
  • Agent suggested a factory reset without first exhausting all self-help options, confirming customer willingness, or offering a concrete follow-up path beyond a ticket.
  • Agent did not provide any self-help resources (KB articles, email with steps) before suggesting escalation or factory reset.
Positive Highlights
  • Collected model number (MX4000) and serial number (38U1OM58B00427) early in the call [32:00].
  • Correctly directed customer to use http://myrouter.local for local access [36:00].
  • Provided accurate password complexity requirements (10+ characters, special character, number) for password reset [46:00].
  • Suggested using the Linksys mobile app as an alternative access method, which is a valid troubleshooting path [62:00].
  • Offered to create a support ticket for follow-up assistance [93:00].
Agent Errors / Gaps
  • Incorrectly advised 'admin' as the default router password for the MX4000 [92:00], which is wrong per KB — MX series models use the WiFi password on the label as default, not 'admin'.
  • Failed to verify if the device was ISP-provisioned (Cox), which is a critical protocol step per KB — ISP-managed devices have limited support and firmware control.
  • Violated Angry Customer Protocol by not acknowledging or de-escalating customer frustration after multiple expressions of anger [52:00, 63:00, 92:00].
  • Repeatedly gave unclear instructions during app download process, causing confusion and inefficiency [68:00–83:00].
  • Suggested factory reset without confirming it was the last resort, explaining recovery-key method fully, or offering self-help resources.
  • Did not provide any self-help resources (KB articles, email with steps) before suggesting escalation or factory reset, leaving the customer without actionable next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent advised router reset and reconfiguration but never completed the reset or confirmed customer could log in; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent attempted local access via myrouter.local and guided password reset using recovery key, but steps were inconsistent, unverified, and troubleshooting stalled.
R3 Partially Met Correct resolution path conf 85%
Agent selected full reset as path forward for login failure but did not explain limitations, offer alternatives, or escalate despite repeated failures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (cannot log in, blue LED) and asked for recovery key but did not systematically probe error messages (e.g., 404, 55 content type) or verify connectivity.
T2 Not Met Appropriate tools / resources used conf 95%
No remote session, log capture, or diagnostic tool use attempted despite customer inability to access admin UI — a clear case where tool use was necessary.
T3 Not Met No misinformation conf 93%
Agent incorrectly instructed customer to 'type in admin' for router password on MX4000, contradicting KB which specifies recovery key use; materially inaccurate guidance.
Communication
C1 Not Met Clear & professional language conf 93%
Call contained long silences, repeated clarification requests, and agent never re-framed interaction or maintained control, especially during frustration.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon (e.g., 'L dash C-K-S-Y-S'), repeated steps without checking understanding, and failed to adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent repeatedly asked customer to perform steps without verifying success or taking ownership; suggested reset but did not follow through or ensure completion.
O2 Not Met Proactive follow-through conf 88%
Only next step offered was 'call back if problem persists' with no timeline, proactive follow-up, or commitment to action.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Despite clear frustration, repeated failures, and technical impasse, agent never escalated despite valid triggers (complexity beyond L1, repeat unresolved).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered only generic apologies, did not sincerely acknowledge customer's repeated effort or mounting frustration beyond scripted 'I'm sorry'.
X2 Not Met Tone & rapport conf 88%
Agent maintained same technical tone and pace despite customer confusion and requests to slow down; failed to adjust communication style.
X3 Not Met Overall experience conf 95%
Customer had to repeat information (model, serial, steps), re-enter passwords multiple times, and reinstall app due to agent's unclear guidance — avoidable effort.
Call Transcript109 turns · 119 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Hello? Can you hear me? Uh, I'm calling about, uh, one of my, linkage units. How do you find out, do you need the phone number or the address or what?
27:00
Speaker 2
Thank you for calling Aika. My name is Gerald Canola. [silence] Yes, hello? Yeah, I can hear you. I need a serial number and the model number.
27:00
Speaker 1
I don't have that. Is there another way you can find out? Yes. No, you want me to go there? Hold on. Hold on. I'm going. It's in the other room, okay? [silence]
28:00
Speaker 2
I bet. The, wait. UH do you have a Linksys router? You have a Linksys router. Are you with a router right now? Yeah, at the bottom, there's a Serial number and model number there. Bottom part the better. Okay. Oh.
28:00
Speaker 1
get 2nd. right. hold on. one minute. [silence] Ready? [silence] Are you ready? Hello. Hello. Is this Sarah number you want? 38 U 1 O M five eight B. I think that's a B 00427.
29:00
Speaker 2
I yes, I'm ready, sorry. yeah, yeah, we can start with that. and the model number, what is it? [silence] That's it the bottom of the unit, but let me try if I can see it right here. Using your serial number. OK.
30:00
Speaker 1
You get it? How many links is routers? Two? Ronald, R-O-N-A-L-D Burke, B-E-R-K-E, Izanigo, three zero, K as in Karen, R as in Ronald, A as in Alan, D as in Brian, at cox.net
32:00
Speaker 2
I see the model number right here, uh, MX4,000. How many links is this routed do you have in total uh uh? Yeah, you have in total this one? Okay. And what's your first name and last name so I can create a record for you? [silence] What is your email address?
32:00
Speaker 1
Cox. All right, guy from Cox is out. yesterday and uh, I wasn't any internet. And he, uh, what do you call this box next to with the, uh, the river? Is yeah. He got it working and he says, if you start to lose a connection, which I have a couple of times today, just call you guys and tell you what's going on. I'm starting to lose a connection. Something's happening. of what?
33:00
Speaker 2
Okay, and who's your internet provider? All right. And tell me more about the problem, what's the problem? A mesh router or a node. Yeah. What's the light up the router right now? The light on the top. what,
33:00
Speaker 1
Right now it's blue. What do you need? Have a laptop. You want me to... All right, hold on. Hold on. I'm going in the back. Hold on. [silence] Is it on the internet? No. I just have a problem with one unit. Your computer? No. Let me check the internet. I know, I know. All right. What do you want me to do now? Love. Yeah. Oh, well then.
34:00
Speaker 2
open laptop connect it to Wi-Fi. Open Google Chrome. [silence]
35:00
Speaker 1
Okay. Where you want me to put this search from? Wait, wait one second. Bullshit. Hold on. Hold on. What is it now? What did you say it was? Not local, huh?
36:00
Speaker 2
[silence] [silence] [silence] that is myrouter.local. L O C A L. yeah it's a local
36:00
Speaker 1
[KEEP_UNCERTAIN] All right, now what? He says, why am I getting a warning when I try to access my router, says, it's in a browser. I'm clicking next. Is that your connection is not private? Say that again. Back to, back to safety. I didn't understand that. Yeah.
37:00
Speaker 2
I can't see anything.
37:00
Speaker 1
Okay, hold on. [silence] He's asking me to sign in. Password. I'm not sure what it is.
38:00
Speaker 2
Is it asking for a router password or Wi-Fi? I mean, email? All right, enter your router password. Oh, well, that's okay.
38:00
Speaker 1
I don't want to reset the password. I think it's a phone number. But let me try one more. [silence]
39:00
Speaker 2
The password there's option there, reset password and it will then ask you for the recovery key which is At the bottom of the main later, Well, if you remember it, we don't need to reset the password, otherwise we can't proceed.
39:00
Speaker 1
I have to reset the password, huh? [silence]
40:00
Speaker 2
You don't need to worry because that's a router password. It will not affect your Wi-Fi password. It's a different password. The old devices will remain connected using the same password.
40:00
Speaker 1
Look, it says here, enter recovery key. I have to go. Huh? I have to. Unbelievable.
41:00
Speaker 2
So if you... Yeah, you can find that the bottom of the main unit, the main router, or the router, There's a five number sir, recovery. Yeah, you need to take a look at the bottom of the router to get recovery.
41:00
Speaker 1
all right i got it, i'm going in the other room okay
43:00
Speaker 2
Let me know if you're [silence] creating a password right now.
44:00
Speaker 1
butting in this. [silence] I'm waiting to see what happens. Uh... [silence] I still have to change it anyways it says. [silence] I have to change it huh, [silence] .
45:00
Speaker 2
Mm-hmm. Ma'am, if I try to ask, it's incorrect. Yes. The recovery key to change the password like I said, it will not affect your wife password because it's not a wife password. You want to change a the login password. Unfortunately. Yes.
45:00
Speaker 1
All right, so, it says, reset. All right. How many, what do you need to change the password I forgot? I'm sorry, what? Just put a capital letter in there. All right one second. One capital letter. All right.
46:00
Speaker 2
You're asking about actually just at least 10 characters, one number, one special character and that's it. At least 10 characters. [silence] small letters and the numbers. [silence] yeah dollar sign, question mark, special characters basically.
46:00
Speaker 1
It says, wait a second. It says, it says, wrong. I got Karen, Karen, $1, but it says it's not good. What? Karen. Karen. What the hell?
48:00
Speaker 2
And it's at least 10 characters. At least 10. It's telling you. Wait, I'm confused now. No, I'm just confused. What what do you mean? Are you entering the new password? And it needs to have one special character.
48:00
Speaker 1
say that again now. can I use an at? I thought. Hold on. I got to write. I got to write it down. Hold on.
49:00
Speaker 2
again, it needs to have one, at least one special character and one number and it should be at least 10 characters. You can use an at, yes, that's no problem. Thank you. [silence] what's the message? can you tell me about it? there's an error or something?
49:00
Speaker 1
You want to go into there? Where what page? You want the details of the unexpected error? Uh Wait a second. Hold on.
51:00
Speaker 2
I'm thinking. Um, but... Okay. What do you see? No. Uh, what do you see on the page? Uh, tell me what you see right now. On the Linksys page. The browser, we just accessed it. The admin page, where it says, Reset Password. I mean, what? Hmm? I... Yeah, what's the error? Error number.
51:00
Speaker 1
I can't read what it says it's a fucking small hold on. oh, then. [silence] 55 content type. [silence] [silence] All I can read. What does that mean? Hey there. [silence] It says connection close content language, EN content language, 55 content type, application. Here. [silence] All right.
52:00
Speaker 2
I'm sorry I'm sorry I didn't I one more time. What did you say? Alright. That's different page. Open Google Chrome again.
53:00
Speaker 1
Oh. I brother cut low. Let's continue right? [silence]
54:00
Speaker 2
and open in a new tab. And then go to myrouter.local. Local, yeah. Right.
54:00
Speaker 1
What's a router password again? Those letters? What do I put in there? O5582. I5562. I have to reset the password, right? [silence]
55:00
Speaker 2
Now reset the password again because I think it was not successful. Reset the password and enter the recovery key again. You have to reset the password again. Click reset password. Yeah, the recovery key.
55:00
Speaker 1
Yeah, I'm listening. After I press the numbers, I press, uh, submit, right? And it says, password and optional reset. [silence] So it says. [silence] So do I reset this or not?
56:00
Speaker 2
No, not the router, but the router password. Reset router password. [silence] Hello? [silence] Submit. Yes. [silence] You're talking about password, correct?
56:00
Speaker 1
pardon? It won't let me. unexpected error. If this issue continues, please visit our tech support site. It won't let me. [silence] 404 page not found. New tab. [silence]
57:00
Speaker 2
Are you talking about the password, the router password? Yes. Okay, go ahead and reset it so that we can log into the system settings and we can configure some, some wireless settings. So yeah, ID. What's the error number? Do you have the error number? Okay, open a new tab. Let's try this one last time. Open a new tab. A new, Google. Yeah, a new page.
57:00
Speaker 1
Open another, open it again, right? Press continue, huh, router password, what is that? The letters I put in, okay, there's an issue with the [silence]
58:00
Speaker 2
and go to my router dot local again. yes. Continue, yes. Uh-huh. No. The reset, reset password, there's option to reset password. Enter the recovery kid. This will not work. We're gonna reset the router. I'm
58:00
Speaker 1
Okay. Oh, there we go. [silence] Now it says Administrative password, password hint optional, and it says Reset. [silence] Yeah. It says we've encountered an unexpected error.
59:00
Speaker 2
click reset and also the hand is optional you didn't need to put anything on that did you hit reset [silence]
59:00
Speaker 1
Put me back to that 404 again. What are you gonna do now?
60:00
Speaker 2
Okay. You might need to reset and reconfigure your Linksys router. So by doing reset, all the settings that you created for it will be back to default or will be removed. So since we can't log into the system settings, we can do anything unless you're able to log into the system settings. Now, what's gonna happen is that we may need to reset your Linksys router and configure the settings again back to, uh, whatever you applied for that. And also, doing reset will, it will remove or erase the configuration you have set for your Linksys router like the WiFi name, the password, router password and account.
60:00
Speaker 1
so can you do it from on your end? this is crazy. all those. Let me just get in the other room again. this is getting nuts. Hold on. [silence]
61:00
Speaker 2
Speaker should speak more slowly We need to apply those again after the reset. No, I can't do it in RN. I'll walk you through how to do it. [silence]
61:00
Speaker 1
What's what's can happen? What are I do that? What am I supposed to do right now? What do you mean that?
62:00
Speaker 2
all the wifi settings that you applied to your Linksys router, the wifi name, the password, the wireless settings, and the configuration, basically. They will be erased and removed from the router and you'll need to apply them again manually since it needs that configuration. Also, devices that are connected right now to the wifi will lose the connection. You will need to connect them again to the wifi each one of them. Now, connecting your devices to the wifi is not our support. We can help you with your Linksys router. Right. Now, maybe we can try the Linksys App. Mmhm. Go ahead.
62:00
Speaker 1
You mean you don't support, what are you talking about? You don't support what? Yeah. I'm not going to get involved in that. I'm not going to. I don't understand why I can't just, why can't, I don't want to get involved in that. This is getting absolutely nuts. I'm not doing that. So what do you want me to do in here? Anything? On my phone. [silence] [silence] [silence] [silence] [silence] Transcribed by Sonix
63:00
Speaker 2
of wherein of questions they have so you're asking about how you connect your devices right like your phone your computer your printer let's say if you have printer those are not our support but we don't support third party devices right I'm just I'm just telling you what's going to happen after reset I said if you want to do if we don't want to do that we can try the method to log into the system settings maybe we can try the linksys app maybe that will let us connect to the system settings you have you have the linksys app installed in your phone we can try that as the last resort yeah if that doesn't work we need to reset the router if we don't reject
63:00
Speaker 1
Could you type that again?
64:00
Speaker 2
We can do nothing on it.
64:00
Speaker 1
All right. So what do I do? I may self phone, right? How do I do that? All of it. All of it. It may take me a minute to do this, okay? Hang on. [silence]
65:00
Speaker 2
Yes, make sure that your cell phone is connected to the wi-fi, your Linksys wi-fi. Go to your phone settings. Go to wi-fi settings. Okay.
65:00
Speaker 1
Android. Wi-Fi. Anna. Off hold.
66:00
Speaker 2
go to Wi-Fi settings that iPhone or Android then look for connection or network to slow internet connection or then Wi-Fi then is can you check if that's connected to Wi-Fi and what is the name of the Wi-Fi that it's connected to your wireless Wi-Fi I mean your Wi-Fi
66:00
Speaker 1
When I go for more connection settings, it says nearby device scanning, connecting to nearest server, enable P & DNS auto automatic, auto update system configurations, that's all it says. Where is it? I don't know. Google store. Oh, I got to find it.
68:00
Speaker 2
okay i we will know that you're if you're connected to lynxwise Wi-Fi anyway so let's open the the app if you have it downloaded open the app wait you downloaded the app right or you did not all right go to google store or play store
68:00
Speaker 1
Hold on. Play store. Kay, I go to placebo. [silence] And I'm looking for the uh, the app, right? Which one? For android messages?
69:00
Speaker 2
yes play store address yes links is link [silence] no, lynx is search Linksys and it will show you the Linksys app. The spelling, by the way, is the word Link and then sys.
69:00
Speaker 1
activity tools. What is it?
71:00
Speaker 2
Wait, um, I'm not sure I understand. Like, are you in the App Store or the settings?
71:00
Speaker 1
All that is crazy. I'm looking for this again. I got set over again. Hang on. Do another place, though, right? Is that what you said? Are you there?
72:00
Speaker 2
Okay. I'm sorry. I'm trying to fix my right here. Yeah, I'm here. I'm here.
72:00
Speaker 1
Play store, right? [silence] Where's the search bar?What's it look like? All the
73:00
Speaker 2
So, what do you say? You asked me a question? Yeah, Play, Play Store? Yeah, Play Store. And then there's a search engine there. Um, I'll find that. It's like a magnifying glass iPhone small one with a search bar, that said, search Linksys. The word Linksys. And then it will show you the Linksys app. It's usually at the top, but if it's not at the top, there's find the magnifying glass. The search icon.
73:00
Speaker 1
yeah I'm looking for lynx it is recommended for you what? all right how do I search the app? there's no place for letting me search it [silence]
75:00
Speaker 2
hello so you can find it yeah those are recommended for you but but it's not there you you you need to search the the the app Linksys because if you're just gonna base on recommendation you cannot find it there second. All right. So you're in the Play Store, right and you can see there's a search box at the top. Correct.
75:00
Speaker 1
... the Let me get back in there. This thing jumped out again. , , Oh yeah, at the top. ... Is that on the left side up there? Where is it? ... Yeah, I got it. I don't see it. Jesus! , ... It says, for you top charges. ,
77:00
Speaker 2
Above, I mean, above. Bob, you need to open it. Above the apps, there's the search. Search for apps and games. Yeah, there's search for apps and games. You can see that, right? I'm just making sure that you got it. Sorry, what again? Okay. Open again App Store or Play Store. At the top, there's a search for games and apps. You got it?
77:00
Speaker 1
Kids' categories. Devices and Google store. Suggestions for you. What's app messenger. That's it. I don't see it. Yeah. it says app services search right? O-L-Y-N-K-S-Y-S right? S-Y-S right? [silence]
78:00
Speaker 2
Now, now, the categories, you need to scroll down at the bottom, or take a look at the bottom corner of your phone. But you have, to open the Google Play Store first. And then, at the bottom middle, you'll see the search engine, or the search, for the magnifying glass, icon. That, that, the one, that's the one, yeah, search. Um, search the word, Linksys. The spelling again is the word link and then SYS, at the end. It's SY, L-I-N-K-S-Y-S. Uh, yeah, yeah, that's right, yeah.
79:00
Speaker 1
...policies development...is install...Do I hit it they install open it is already install...
80:00
Speaker 2
first search, what do you see now? Installing it, okay, good. Oh yes, yeah, yeah, install it. Yes, the, the logo by the way, uh, it's a two L with a dot something in the middle, or the top, the color blue with a black background.
80:00
Speaker 1
Using a laser product, LOGIN. I use my email address, right? All right, it says open your phone settings. Find and tap on Wi-Fi. I am in there. Connections, connected devices, mode, sound and vibrates, notifications, display, battery, theme lockdown.
81:00
Speaker 2
login in yes no use the router password there's option there router login select that it is second option okay you go let's go to your settings
81:00
Speaker 1
[silence] Wi-Fi. should be toggle on, right? [silence] [silence] All right, it's on. Now what? [silence] [silence] It says, Hannah connected.
82:00
Speaker 2
connections. Make sure that the Wi-Fi is toggle on it on. That is correct. Yes. All right. Top Wi-Fi. Top Wi-Fi. Trust that. And it will show you a bunch of networks including yours. Can you see your home network? Yes. That's connected now. All right. Let's check. Check on your 2021 iPad. 2020.
82:00
Speaker 1
Back to the app. Hold on. [Sigh.] Got a password. Was that the five... It? [ Silence ] [Sigh.] Five eight, five, five five eight six two reset.
83:00
Speaker 2
back to the app. that Phylink's app. Enter the router password. That's the recovery key I forgot would have not created a password or it was not successful. Let's do the reset again. No, that's the Recovery key. Let's reset. Yeah resetting. And then enter the recovery key.
83:00
Speaker 1
[silence] father discovery [silence] not you a new password What do i put in there capital L
84:00
Speaker 2
alright you need a new admin password drop you want me to suggest your password uh we can do that so that's L capital L
84:00
Speaker 1
Go ahead. Hey, slow down. Hold it. Yeah, just a second. God damn it. All right, go ahead.
85:00
Speaker 2
Follow by lower case I like India N like 98. Okay, like kilo S. U S. Okay. Okay. So you got the K so far right? Al and K Okay it might be start over. all right that is-
85:00
Speaker 1
Wait a second. Hold it, hold it. Are we doing the router password? Okay. Enter router password. Then press reset password. Yeah. Yeah. It says the recovery, I put the recovery key in there and there's just a page sitting here, how do I go back? [silence] Won't let me move. [silence]
86:00
Speaker 2
Yes, we are indeed doing the router password correct. Yeah, reset password enter the recovery key, and it's now asking you to create a password, what do you see? So, after you enter, there...
86:00
Speaker 1
[silence] Nothing. It won't move. Let me see if I can press the back key again. All right. [silence] This says linksys already use login product. Is that what I do? All right. [silence] Go ahead.
87:00
Speaker 2
Let me get your setup, so after you enter the recovery key, will what happen? Yeah, log in. Select router password, and reset password.
87:00
Speaker 1
All right. What's the router path? Router password what is it? Reset it? and then it says recovery key? All right. It says password, you must enter something and continue, show hint. Then it says reset password. It says log in.
88:00
Speaker 2
Enter the recovery key. We don't have your router password. Right here, the reason why we're resetting. It's correct. It will ask for. Enter the recovery key. After you enter that, hit submit or reset, but don't do anything yet. Let me know what you see after you do you do that. So. [silence]
88:00
Speaker 1
Yeah. It says router password. Enter your router password.
89:00
Speaker 2
Hold on, hold on. So, you click, you click, you click "Reset password". It will ask for your recovery key, right? Okay, can you do it one more time? Reset password, and then enter the recovery key, right? It's asking for a recovery key, right? And what's the option to... does it tell you to click next or submit? I think it's asking you to create a new admin password now. Can you, can you type in L dash C-K-S-Y-S with a capital letter "L"? No, that's not what it's asking for. You are being asked to type in your recovery key into a text box. Can you type in your recovery key please? L dash K-S-Y-S.
89:00
Speaker 1
Link, go ahead. S Y S 20. Reset. Hit reset, right? It won't let me. It says to log in. Should I log in? [silence] FLYN This
90:00
Speaker 2
elinkedsys 20026.
91:00
Speaker 1
huh Chav Shall remove everything you said? Get rid of the like this, two O two six S N get rid of that. Type in admin A D M I N. then hit login. It says incorrect password. Now what do I do? [silence]
92:00
Speaker 2
No, remove everything. Just type in the word admin for the router password. Just type in the word admin. Yes. Yes. lowercase, yes. Yes. okay we have no other option but to reset the router.
92:00
Speaker 1
Huh? What if I call in another day, you think things would change? OK. OK, thank you very much. Bye. My ticket number. hold on. Say that again. [silence]
93:00
Speaker 2
i'm just saying that we don't we have no other option since you're stuck in the loop and we we tried it on your computer the same problem happened so I guess we're going to need to reset the router reconfigure the settings, but then again those are the downside. You you'll have to reconnect them back to your devices. You need to connect them back to the Wi-Fi. All of them. Hmm. I mean if you want to observe the connection for now, we we can do that. I can give you a ticket number in case you need help or if it's still the same problem. You can give us a call back. And you don't need to repeat yourself what what's hap what's happening with your network. You want your ticket number though? Yeah, do you want me to make use of your phone number as your ticket reference number? Would that be easy for you?
93:00
Speaker 1
Sigh. Sigh. Yeah. Sigh. No, so that is it, we're done, right. Thank you very much. Thanks. Take care.
94:00
Speaker 2
So, I'm just saying that you do you want me to make use of your phone number so it ticket reference number to make it easy for you or you want your. The actual ticket. Alright, let's do that. You have you have questions for now. I mean, you can observe the connection for now happen again. For the next 24 48 hours or see the same. Give us a call back can help. But we're not open. By the way, again, appreciate you patient with this. I'm sorry. Thank you. Bye bye.
94:00