V2 Rubric Detail — efa05d82-6ffa-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 18:31
Duration
55m 37s
Contact
Mike Herrera
Issue Type
Feature Question
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.62/5
Communication0.00/5
Ownership2.86/5
Escalation5.00/5
Customer Exp1.07/5
Overall27.0% (-9.0)

V2 Grader Summary

The agent failed to resolve the SSID separation request and provided technically inaccurate guidance, including incorrect statements about capability and erroneous troubleshooting steps. However, after repeated unsuccessful attempts and a persistent model-specific error, a valid escalation to Level 2 was initiated with clear next steps and timeline, resulting in an appropriate escalation outcome despite poor initial handling.

V1 Case Analysis

Customer (Mike Carrara) requested 2.4 GHz/5 GHz band separation on MX4200. Agent unable to access router UI due to recovery-key issues and error 2298. Multiple invalid IP addresses provided. Escalated to Level 2 after paid support session.

Troubleshooting Steps
  • Directed customer to http://myrouter.local (correct URL).
  • Requested recovery key from router label (correct procedure).
  • Attempted to set new admin password; encountered error 2298 (known firmware issue).
  • Suggested using different browsers (Edge, Chrome, Firefox) as workaround for error 2298 (incorrect advice).
  • Provided multiple invalid IP addresses: 192.168.1.61, 192.168.1.1.ui, /dynamic/index.html (contradicts KB).
Key Observations
  • Agent provided multiple invalid IP addresses not documented in KB (192.168.1.61, 192.168.1.1.ui, /dynamic/index.html).
  • Paid support was processed before confirming whether the issue could be resolved or required escalation.
  • Agent treated error 2298 as a browser issue rather than a known firmware/configuration problem requiring escalation.
  • No clear troubleshooting path; agent jumped between browsers, IPs, and UI elements without logic.
  • Customer frustration was not acknowledged or addressed.
Positive Highlights
  • Correctly identified and used the standard local router URL http://myrouter.local (timestamp [20:00]).
  • Collected model number (MX4200) and serial number (38U10M37B23867) early in the call (timestamps [09:00]-[11:00]).
  • Set a clear escalation expectation (callback within 1-3 hours) when the issue could not be resolved (timestamp [53:00]).
Agent Errors / Gaps
  • Provided invalid IP addresses: 192.168.1.61 (timestamp [43:00]), 192.168.1.1.ui (timestamp [46:00]), and /dynamic/index.html (timestamp [47:00]). None of these are valid for any Linksys model per KB.
  • Incorrectly suggested that changing browsers (Edge, Chrome, Firefox) could resolve error 2298, which is a firmware-level issue unrelated to browser choice (KB reference: error 2298 is a known MX4200 admin password reset issue).
  • Failed to escalate promptly after confirming error 2298, instead introducing unnecessary and incorrect troubleshooting steps.
  • Did not provide clear, step-by-step guidance for locating the recovery key, leading to prolonged delays.
  • Processed paid support before determining if the issue was resolvable or required escalation, creating unnecessary cost for the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer wanted to separate 2.4 GHz and 5 GHz SSIDs while keeping one unified; agent did not achieve this outcome and escalated without resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped diagnostic steps for WiFi band configuration and instead focused on payment processing and password recovery, never attempting SSID separation.
R3 Partially Met Correct resolution path conf 85%
Agent escalated after repeated failures and a known model-specific error, but did not assess warranty status or explain why self-help wasn't viable.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No root cause analysis performed; agent failed to ask about current SSID setup, band steering, or wireless settings before jumping to admin password reset.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent directed customer to web UI (correct tool), but gave incorrect handling of HTTPS warnings and suggested invalid URLs like '192.168.1.1.ui'.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated separate SSIDs aren't possible (contradicts KB); misdiagnosed error 2298 as unsolvable when it's often browser/cache related.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure, had unexplained silences/music, repeated holds, and agent lost control during technical failures.
C2 Not Met Confirmed understanding conf 85%
Agent used vague affirmations ('you got it') without confirming understanding and gave contradictory instructions (e.g., multiple IP variations).
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred to L2 after minimal troubleshooting without exhausting known solutions, abandoning ownership.
O2 Met Proactive follow-through conf 90%
Agent set clear next step: L2 will call within three hours.
O3 Met Closure confirmation conf 95%
Agent referenced existing ticket and serial number, showing use of prior history.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation followed repeated failed attempts and a persistent model-specific error, meeting legitimate trigger criteria.
E2 Met Escalation prep & handoff conf 90%
Agent informed customer of escalation path, responsible team, and expected callback window (within three hours).
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent acknowledged customer's patience and apologized for inconvenience, though earlier interaction was largely transactional.
X2 Not Met Tone & rapport conf 85%
Agent maintained same pace and tone despite customer frustration and confusion, failing to adapt communication style.
X3 Not Met Overall experience conf 90%
Customer had to repeat information, locate recovery key, install new browser, and endure multiple error loops unnecessarily.
Call Transcript83 turns · 92 lines
Speaker 2
welcome to links is support.
00:00
Speaker 1
Um, I have a a support ticket that I had opened a few days ago, but I wasn't ready to do the work yet. Um, so can I give you that ticket number so that you can look at the issue and I then we can talk about it and I can pay you and we can do this. Yes. Okay. Well, no, let me let let me explain because I want to make sure we get this right the first time.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash R slash linksys. Hi, thank you for calling linksys. Technical support. My name is Dylan. How can help you today? Okay, sir. I was able to pull up a record here under Mr. Mike Carrara. Okay. All right. So your main issue is that you wanted to separate the bandwidth or the frequency band? Is that correct?
01:00
Speaker 1
When I set this up my previous unit had been an excuse me had been a Netgear Wi-Fi but it was old and I wasn't really that happy with it. Um so when I got the Linksys I figured the easiest thing to do rather than have to go around and reset everything up again I renamed the SSIDs the two SSIDs to the previous name that were on the Linksys which were Orbi 104 or Orbi 04 and I made them the same and I gave them the same and I gave both the same the same um uh password because at that time I didn't care whether things uh attached themselves to the 2.4 or the 4. is to take one channel and I wanted to just to leave it the way it is. It runs both 2.4 and 5 and anything that's that self connects to it will connect to it. But then I wanted to take the other channel and I wanted to change the SSID on that channel so that it has its own SSID and anything I assign to that one will only connect it to 4. Um that should be possible, isn't it? [silence]
02:00
Speaker 2
Um, the only possible thing, sir, is that you can actually just separate the bandwidth of the network. So, uh, for one.
04:00
Speaker 1
Okay. So I can't have, I can't have one SSID that's both and one that's only 2.4. That's not going to work. When you say yes that you're saying yes, that's not going to work. Okay. So I have to create uh one channel that's 5.0 and one channel that's uh 2.4. Okay. Okay. All right. I mean, um, uh. So, so,
05:00
Speaker 2
Yes. Yes sir. that's not going to work. Yes sir. [silence] Yes sir. [music]
05:00
Speaker 1
I'm just thinking here to myself, uh, I can leave one channel, it can keep the SSID that it has now, the or B04, and it can stay with the same password, but it'll only do 5.0. And I can take the other one and that's the one I will give a new, I will give a new SSID. And, uh, I can use the same password on both, so it doesn't make any difference. Uh, because I've got a long, I, I've, I've got a long password and I don't want to have to try and remember something new. Okay.
06:00
Speaker 2
Yes, sir. Yes, sir. You can only just. Yes, sir. Yeah, you can just like, change or add something on the SSID for the 2.4.
06:00
Speaker 1
Right, right, okay, um, now, I do have a guest network on that, uh, which I had to set up for, um, we have a large generator. And doing this is not going to disturb that at all. No changes need to be made. So is that going to be okay? I have a generator that connects to a guest network. That won't change at all. That's going to be its own channel.
07:00
Speaker 2
So if you when you like to edit the SSID on a router that operates on two different if you have two separate networks, right? one 5 and one 2.5 you said you just want to add something to the name that that indicates to a user that this is the 2.4 network. Like you just add underscore 2.5 or anything that indicates that. That's right, you got it. You got it. Mhm. So you don't have that noted somewhere? Yeah, just somewhere. So you mean you got a generator that connects to the excuse me five gigahertz? If it's attached to a gas network, is that what you mean? Yeah, right. So that's attached to a gas network that's a 5. Yeah, it doesn't change at all actually, but what I'm getting at is the it's in the documentation where is it in the thing? Oh, there it is, sorry.
07:00
Speaker 1
and it's going to stay its own channel. That's that's critical. Okay. Okay. All right. Well, I, I guess as much as I hate to because I'm going to have to go around and make some changes item by item. I'm ready to do this and and pay to get this started. Will I be working with you? But I, I will be working with you. Is that correct? Okay. Okay. All right. Um, why don't we put this on? Uh, do you take American Express? Sure.
08:00
Speaker 2
Yes, sir, exactly. OK, sir. Yes, sir. So, I'll be processing your transaction and we'll proceed with the troubleshooting right away. Yes, sir. Yes, sir. OK, uh, yes, sir. OK, uh, yes, sir. Um, let me just ready my tool here and uh, and we'll proceed with uh, um, um, uh,
08:00
Speaker 1
Yes. Yes. Do you need the serial number again? OK, hold on. Let me I have to log in too. Let me log into it so I can get that. OK. Yeah, I wanted to buy a more powerful but they're telling me you don't you're not making any right now. What's going on?
09:00
Speaker 2
processing the transaction. So just bear with me Sir, okay? By the way, Sir, uh, Sir Mike, your Linksys device model number is MX 4200, is that correct? Okay. Yeah, um, I need to verify the serial number, because I can't find any information or data, uh, about the router that you have. Okay, sure. Sure Sir, no problem. So, uh, we have... [silence]
09:00
Speaker 1
OK. So like Amazon? OK. All right. Let's see. dashboard. Network administration. I find it there first. diagnostics. Oh, nodes. All right. All right. And I'm on that. I've got three nodes, where do I need to go now? [silence]
10:00
Speaker 2
Actually do have uh new routers, but we don't sell it directly in the US. So most of our products are being sold through online retailers and local stores. Yeah, Amazon, Best Buy, Walmart online. Uh you can uh you can find it, you can find an information uh uh through Nodes. Like when you even your top on Nodes. Yeah. Yeah, I just
10:00
Speaker 1
I'm on I'm already there okay okay yeah that's the office all right the serial number tell me when you're ready okay three eight uniform one zero, Mike three seven Bravo two three eight six seven
11:00
Speaker 2
the node uh option on the dashboard. yeah I just have to on one of the node. I mean the parent node specifically, so sure sir I'm ready. okay let me just repeat that one sir it's 38 U for uniform 10 M for mike, 37 B for Bravo.
11:00
Speaker 1
That's correct. You don't need the firmware version or anything? Okay. [silence] [silence]
12:00
Speaker 2
2 3 8 6 7 no need for the former version sir i see okay so i think the previous technician missed out one character that's why i'm not able to locate the information here all right thank you so much for that one sir Mike let me just check this one here and update your record
12:00
Speaker 1
Now, if, if, if, if for some really bad reason, I needed more than 60 minutes, which I don't expect, um, we can just, uh, you charge me again. Is that right? All right. I just, you know, I don't mind. I don't.
13:00
Speaker 2
all right, sir, um, before we proceed further, uh, by the way, I just updated your record here and, uh, just, before, before we proceed further, let me just, uh, set your expectations that, uh, by purchasing the, uh, paid Connect service, uh, you agree to a one-time non-refundable technical support session that would only last up to 60 minutes. And, um, if we aren't able to resolve your issue. [silence] Um, you don't have to worry, sir. [silence] I'll handle it.
13:00
Speaker 1
I do not mind at all. I just wanna make sure I'm more interested in getting this done correctly the first time. Okay. Are you going to? I've got my laptop up and running. Are you going to are you going to log in? Do you have a utility so that you can uh see the laptop and see what we're doing or even do whatever needs to be done? [silence] Really? Okay. Oh. Oh, oh, I just realized what well what's going to happen is when we make the change in the router and reboot the router, I'm going to lose my laptop. Uh, I mean it'll it won't
14:00
Speaker 2
yeah yeah sir mm-hmm no worries it's just so easy sir i'll just walk you through and logging in through the web user interface and yes sir mm-hmm unfortunately sir we don't have i mean on my end uh i don't have like a remote access or we're not allowed to do that.
14:00
Speaker 1
It won't? Um, well, um, okay. All right. Tell me what you want me to do. Oh, let's, let's get this. [ okay . Okay , the credit card number is [REDACTED_CARD_NUMBER]. ]
15:00
Speaker 2
I don't think it would... yeah... you didn't have to worry sir. Okay. All right sir. So... okay... Sure sir. So before you provide your credit card information, I would like to inform you that your credit card information is not stored or recorded in any part of our system. So this ensures that your information remains confidential. All right. So I have your credit card information starting with your credit card number.
15:00
Speaker 1
four, three, four, nine, zero, zero, nine. You want? Repeat the whole number? Okay. Three, seven, two, eight, five, six, eight, seven, four, three, four, nine, zero, zero, nine. Those three for twenty nine.
16:00
Speaker 2
Okay. So, can you repeat that one for the last time? To make sure that I got it right. Yes, sir. Please. all right. Thank you, so much for that one. How about your uh cards expiration? C. Okay.
16:00
Speaker 1
5, 7, 2, 8. Well, on the card, it's actually Michael. Michael D. Herrera. M-I-C-H-A-E-L.
17:00
Speaker 2
alright how about your security code okay got it sir and uh just want to know sir uh is the first name on your card the same as your record here is it Mike? Michael so it's uh okay so that's the for Michael that's M-I-C-H-A-E-L okay got it
17:00
Speaker 1
okay it's already it's hard i already had to do
18:00
Speaker 2
Right. And let me also input your email address here so that you'll receive the invoice. Um, just to confirm, your email address is Sara.dot mike@ GMail.com. All right. Okay. So let me just um, input this one here. And process the transaction. Please stay with me, sir. Okay? Let me just finish up this one. Alright, so I've already sent you the receipt.
18:00
Speaker 1
I'm sorry. Yeah, I already, I already got one from American express. So, So, Okay. Now, the browser I have on this computer is edge. Yes. I'm talking to you on my cell phone, but I'm using the laptop.
19:00
Speaker 2
I also sent you the invoice for your transfer. I mean visibility. All right, sir. So now we can proceed with the child shooting. Edge, Okay, we can try edge. So we're, we're you currently using your laptop, right? Okay. All right. All right, so let's opening browser. That's edge. The one that you use. [silence]
19:00
Speaker 1
Yes. blah blah blah. 192. Oh, all right, hold on. HTTP colon colon. What was it? My router? Okay. It's giving me a warning. [silence]
20:00
Speaker 2
All right. On the address bar, let's type in http://myrouter.local. All right. http://myrouter.local. All right. http://myrouter.local.
20:00
Speaker 1
Linksys, why am I getting a warning blah blah blah? Uh sure, continue, okay. Your connection isn't private. This server, this server couldn't prove that it's myrouter.local. Why is it doing that?
21:00
Speaker 2
okay what's the warning message there okay can you um look for a continue button or option there alright alright just hit on Advanced and then continue or proceed to mm-hmm the second proceed um oh um that error message sir um it's actually like an um it's an expected error because certain routers with the latest firmware get that see I think you need to just click on Advanced and click proceed to continue okay so your network's working
21:00
Speaker 1
It's because of the because it doesn't have the secure. Okay. All right. Continue. Okay. I am. Oh, reset admin password. We need to set up your admin pass, but I had a, well, that's odd. It says enter recovery key. Oh, God, I don't have that. Are you flipping kidding me? Well, well, no, I don't. I mean, I can go in, I suppose, and get it. That's going to take a couple of.
22:00
Speaker 2
[silence][silence] require an HTTPS connection when so when you log into the link [wink] router you may encounter a warning message due to the browser searching for signed security certificates.[silence][silence] Yeah.[silence] Mm-hmm. Okay. All right. So you look for the recover key that is located underneath. You should have the recover[silence] [sounds like rung] yeah. [silence][rung router].
22:00
Speaker 1
It says recovery key. Okay. All right, hold on. I'm gonna see, my wife is in the house right now, she can uh get it for me. And she's not gonna answer the phone. All right, there, I need some help, Jim. Okay. But no, I don't need you to come out. I need you in the house. But if he wants to hold on, it'll only take a couple minutes to call him right back. You'll need a pad and paper and a pad.
23:00
Speaker 2
Well, you don't have to worry, sir. I can wait for it. You need the recovery key, specifically the main one. Of the main one. Yeah. Ooh. Okay, sure, sir.
23:00
Speaker 1
then all right no no no I need right now. Hold on, I'm going to have my wife get that number for us. okay. Are you there? Are you there? No, I'm sorry, I'm talking to my wife. Jean, do you listen please, please listen. god. Jean, I didn't stop. Um I got somebody on the line. I need you to stop and do what I need. Uh
24:00
Speaker 2
Yes, sir. Mm-hmm. Yes, sir? Oh, sorry.
24:00
Speaker 1
Um, you're gonna need the, um, magnifying glass. So get pick that up, get a, just any kind of paper and a pen real fast here. Okay. And then go into the office and you know the white tower router that sits on top of the desk at the very top? I have where it's up high. I need you to pick that up carefully, so don't, all right. OK, pick it up and on the bottom there's going to be a sticker. And that's where I have there's going to be a number there. It says on the bottom pick it up and look on the bottom. On that on Jesus. Yes, the router gene. Tower the router tower. Yes. Well, it's just where it, well, Jean, please. Okay, on the bottom. Yes. On the bottom, there's a little, uh, a tab. It says, setup Wi-Fi or something like that. [silence] Recovery key. No, Gene, listen please. Recovery key. Recovery key. Not button. I'm not looking for button. There's a. It's just a tag, like a stick-on tag. I don't know. You're looking for recovery key. [silence] you. Bye. Oh, sorry. Are you there? Okay. It's the 06053. All right. Okay. Create a new admin password and hint. Are you kidding? We have to do that now? Okay.
25:00
Speaker 2
Yes, sir, it's okay, no worries!! You Just have to enter it, sir Alright. [silence]
30:00
Speaker 1
How long does this have to be? But I have to, I, it's, it's demanding that I create a new admin password. Thanks. All right, hold on.
31:00
Speaker 2
It doesn't really take that much, sir. So, once you were able to log into the web user interface and then change the Wi-Fi name, then you're good to go. Oh, you can create a new Wi-Fi, not Wi-Fi, but admin password. It just needs you to ensure that you remember the Wi-Fi. I mean the admin password. Create at least 10 characters with special characters on it, with lower and uppercase letters. It's just so like uh Oh, yeah. Just so. So
31:00
Speaker 1
A well, I don't want it to be too easy. Okay, reset. Unexpected error. 0 which Excuse my frantic. I don't Unexpected error 22098. We've encountered an unexpected error. If the issue continues, please visit our technical support site. What the hell does a error mean? Yes.
32:00
Speaker 2
Easy. I mean, the the process of changing it. It's just so easy. Okay, so it's an error 2298.
32:00
Speaker 1
Let me try it again. Okay, so what do we do? How many browsers do you think I keep on my machine? Come on. Yeah. Um, hold on. You've got to be kidding me. Um, yeah, I I very seldom use this laptop except for other things.
33:00
Speaker 2
Oh okay. Actually, that's, um, that's an error. Yeah, that's actually a known error for for notably on MX 4200. All right. So what we can do, sir, uh, we can try using a different, uh, browser. Can we try a different browser? Oh, so you only have one browser. Okay.
33:00
Speaker 1
um all right so I have to is there a browser that you like that works best I'll just download something real fast here I know I don't put Chrome on my machines period Firefox is okay and that's at mozill.org I believe we'll find out in a second here [silence]
34:00
Speaker 2
Uh-huh. Oh, we can try to use Google Chrome. Oh, okay. Firefox. How about Firefox? Okay.
34:00
Speaker 1
I don't want Firefox on my phone. Oh there it is. I want to be installing it. It downloads very fast because I got a gig connection, but it installs slower than crap. Oh, I don’t have a lot of options. Good Lord, this is a slow installation. [silence]
35:00
Speaker 2
Okay. Yellow? No worries sir, let's just wait for it. Yeah. By the way, thanks. Uh, let me just put the call on hold.
36:00
Speaker 1
mesh system that would be that would be a little bit more powerful than this 4000 unit that I've got you do have a hold on what would be the what not model number should I look for MX6200 fill up pro 6E okay I will cause this is doing a good job but I want to get a little more covered because we've got a a big piece of property here welcome to Firefox blah blah blah blah blah blah blah remind me later oh I don't want McAfee
38:00
Speaker 2
Yes, sir. Definitely. uh... you should look for the MX 6200 that's M X uh mic X-ray 6200 or develop Pro 6E. It's just the same. Yes, sir. Uh uh. I see. Uh uh. It's okay, sir. Okay, sir. That's good to hear. Now let's let's type in on the address bar again. The uh http my router, I mean, colon, colon forward slash myrouter. dot locally
38:00
Speaker 1
Ht://my Router.local BLAM BLA BLA BLA BLA BLA Continue. Don't show this page again. Go away. Be careful. Something doesn't look right. No. Continue anyway. Ok. There we go again. Enter recovery key. Let's try this again. 060533 Submit [silence].
40:00
Speaker 2
Okay. Yes sir. Let's try it again.
40:00
Speaker 1
Create a new admin password. This doesn't give me a way to actually look at that to to make sure I didn't make any typos. This is getting. No, there isn't. No. No.
41:00
Speaker 2
there's no option for you to like there's no I icon.
41:00
Speaker 1
Hold on, hold on. 22, unexpected error, 98. Um, yeah, this is not going well. This, this, this... Well, that's fine because this is beginning to really kick me off. Do you want me to use the one nine two dot one one dot to, do you want me to use the one nine two dot one two dot one one dot one dot two?
42:00
Speaker 2
I see. Unfortunately, sir... But yeah, um, we actually do have like, uh, the same error. Okay. How about this one, sir? We actually do have a work around for this kind of situation. Since this is a known issue for um, this specific model, every time we change, uh, the password. So we can we can try a different um, different address.
42:00
Speaker 1
Hold on... Hold on, hold on, hold on, hold on. Okay, http://192.168... All right. Oh, God almighty! Proceed. Enter recovery key. Are you flipping kidding me? [silence]
43:00
Speaker 2
Yeah, we can we can try that one. So, we can try http colon colon double forward slash 192.168.1.61. Yes. 61.1.1.
43:00
Speaker 1
All right. So I put in the new password again. hold on, I'm putting it in. [silence]
44:00
Speaker 2
Okay. Target, Amazon. Anything else that you want? Okay.
44:00
Speaker 1
Okay, we've officially got a problem. Unexpected error, 2298. Now, what do we do here? Ready to throw this whole thing out the window. Hold on a second. Whoa, whoa, whoa, whoa. I'm looking at
45:00
Speaker 2
so I can't even assist then set your mic, you can always [ silence] okay. Start the system. All right, So instead of the my router and the one nine two dot 168, uh, let's try, okay. Uh, let's start with the 192 dot 168 dot 1 dot 1, but, uh, it's a different, um, address. So here's, Here it is. Um, are you ready, sir? All right. Okay, so it's, so let's type in on the address bar, http://, one nine two dot 168. Okay.
45:00
Speaker 1
Something on this keyboard. Okay. Yeah. You are
46:00
Speaker 2
[silence] The same thing, the IP address, we're just going to add something. [silence] So http://192.168.1.1.ui. [silence]
46:00
Speaker 1
Okay. Okay, continue. I still get that every time. So I don't expect this to be any different.
47:00
Speaker 2
Um slash local slash dynamic. Okay, after dynamic. Slash index dot HTML. [silence]
47:00
Speaker 1
New admin password and hint. All right. Unexpected error 2298.
48:00
Speaker 2
let's see, sir, if it will really help us. This, uh, workaround that was given to us, actually. Mm-hmm. Yes, sir.
48:00
Speaker 1
You gotta be kidding me. All right. Yes.
49:00
Speaker 2
and family life change. and family life change. Hi, sir. Mike. [ Silence ] Yes, uh thank you so much for patiently waiting on the line. Alright, so I've already discussed this uh concern with our level two tech and um I was advised to proceed in escalating the the the case that you have right now. So they will be uh calling you uh instead and they will help you with your concern regarding this this
53:00
Speaker 1
So when are they going to call? [silence] Sometime today. [silence] Within three hours. [silence] God almighty. [silence] Well, that wasn't my plan for today. [silence] All right. [silence] They're going to call. [silence]
54:00
Speaker 2
to go through the web user interface and change the the frequency band or separate the frequency band. So, actually, sir, we still have like multiple workarounds, but it would definitely compromise your connectivity if we do it. So instead, we'll have this escalated to the team. They will call you within this day, sir, at least, like, an hour or three hours, within three hours. Yes. But no worries. If they're not engaged, then have the rocks are at, if they're not engaged with any call, they will contact you right away.
54:00
Speaker 1
okay remember to me on this number after we talking cuz okay I appreciate your help thank you I don't know our understanding of I mean but I'm trying. okay thank you bye bye.
55:00
Speaker 2
Yes, sir, yes, sir. Okay. Yeah, sir. Thank you so much as well for understanding and appreciate your time. Yeah, so I'm really sorry this has to be, I mean, you had to deal with this, but we'll ensure that this will be resolved from their end. All right, sir. You're very much welcome, sir. And thank you so much. Have a great day.
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