V2 Rubric Detail — f4091278-7c9e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 20:35
Duration
87m 5s
Contact
Mary Miller
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136758
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp2.86/5
Overall58.4% (-7.6)

V2 Grader Summary

The agent successfully resolved the customer's Wi-Fi connectivity issue by guiding a factory reset, 5-press pairing, and Wi-Fi reconfiguration. However, the troubleshooting included unnecessary steps (NCPA, command prompt), technically inaccurate advice (using 'admin' password on MR2000), and poor adaptation to the customer's technical level, resulting in high customer effort despite the positive outcome.

V1 Case Analysis

Customer unable to connect to Wi-Fi after router reset. Performed factory reset, 5-press diagnostic, reconfigured SSID/password via local UI, verified internet access on laptop and phone. Issue resolved.

Troubleshooting Steps
  • Factory reset (20‑second hold of reset button)
  • 5‑press diagnostic reset (press reset button five times)
  • Accessed router web UI via http://192.168.1.1 and logged in with admin password
  • Changed SSID and re‑entered Wi‑Fi password for both 2.4 GHz and 5 GHz bands
  • Re‑connected laptop and phone and verified internet connectivity
Key Observations
  • Call was excessively long with repeated loops and unclear instructions, severely impacting efficiency and communication.
  • Agent provided correct technical guidance (reset, 5-press, UI navigation) and ultimately resolved the issue.
  • Agent unnecessarily used the 5-press method, which is a diagnostic escalation, not a fix for Wi-Fi connectivity.
  • Agent failed to verify the admin password before prompting login, assuming default 'admin' without confirmation.
  • Customer expressed confusion multiple times, but agent did not adjust pacing or simplify instructions.
Positive Highlights
  • Collected model number and serial number early in the call.
  • Clearly communicated out‑of‑warranty status and that free technical support is still provided.
  • Successfully guided the customer to re‑configure Wi‑Fi settings and achieve internet connectivity.
  • Demonstrated patience and empathy throughout a lengthy troubleshooting session.
  • Correctly identified the need to reset the router after failed connection attempts.
Agent Errors / Gaps
  • Used the 5-press method unnecessarily, adding extra steps that confused the customer and extended call time.
  • Repeatedly asked the customer to re-enter the Wi-Fi password without first confirming the correct password from the label.
  • Provided vague or overly verbose instructions (e.g., multiple attempts to locate NCPA, unclear wording about WPS button).
  • Did not verify the admin password before prompting the customer, assuming default "admin".
  • Failed to adjust communication style despite customer confusion and hearing aids, continuing with complex steps.
  • Incorrectly guided customer to use WPS button for reconnection, which is not required after Wi-Fi settings change.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet access on laptop and phone: 'Yep, that came up.' Agent confirmed resolution: 'Yes, ma'am... you should be good to go.'
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed factory reset and 5-press, but began with irrelevant IP and NCPA checks when the issue was Wi-Fi password connectivity; troubleshooting was not logically sequenced.
R3 Met Correct resolution path conf 95%
Agent acknowledged device was out of warranty but still provided full troubleshooting path including reset and reconfiguration, consistent with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (can't connect to Wi-Fi) but asked for IP address and NCPA before verifying basic settings; diagnostic sequence was disorganized despite eventual root cause identification.
T2 Not Met Appropriate tools / resources used conf 95%
Agent instructed customer to use NCPA.cpl and command prompt — tools unnecessary for Wi-Fi password or router login issues; no evidence these tools provided diagnostic value.
T3 Not Met No misinformation conf 95%
Agent correctly guided factory reset and 5-press for MR2000 (supported per universal_5press_models.md), but provided materially incorrect information by instructing the customer to use 'admin' as the router password for an MR2000. Per universal_password_login.md, MR series routers use a Recovery Key for password resets, and the default 'admin' password is for unconfigured standard routers, not for accessing a router after a reset where a custom password or recovery key is required.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained call flow but failed to set initial expectations, frequently digressed (e.g., into NCPA), and lost control during repeated password entry attempts.
C2 Not Met Confirmed understanding conf 94%
Used technical terms like 'NCPA', 'command prompt', 'IP address', and 'DNS proxy' without simplification or confirmation of understanding; customer expressed confusion multiple times.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and followed through on all commitments despite complexity.
O2 Met Proactive follow-through conf 95%
Final steps included clear next actions: reconnect devices using new Wi-Fi name/password; no pending follow-up required after resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with correct troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy: 'I really do apologize for that. But I I appreciate your patience very much.' and acknowledged duration and frustration.
X2 Partially Met Tone & rapport conf 89%
Agent remained solution-focused but used a one-size-fits-all technical tone; did not adapt pace or style despite customer’s repeated confusion and hearing aids disclosure.
X3 Not Met Overall experience conf 95%
Customer had to repeat steps multiple times, navigate NCPA and command prompt unnecessarily, and struggled to find settings due to agent’s inefficient path.
Call Transcript135 turns · 147 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. [silence]
00:00
Speaker 1
Do you like that? Alright. Hi, my name is Mary Miller. And I'm having a problem with my internet, so I called Spectrum. [silence]
05:00
Speaker 2
Thank you for calling Lensist. This is Abbey. How can I help you?
05:00
Speaker 1
everything's fine on there and uh maybe my router needs an update or something I don't know Right Yes, yes um I took pictures of them uh the serial number is 50 U 10 M 15 C 090 87 and I gotta look oh you said model number It's MR 2000 [silence] Mary Miller, M T Miller 25 at Yahoo.com. No T as in, no it's M TE as in Teresa. I thought, did you yeah? Yeah so T for Teresa. [silence]
06:00
Speaker 2
okay Alright, ma'am, let me create a record. Can I have your name? Mary Miller and your email address. Okay, so that's m, T as in Tom Miller 25 yes, T for Tom, right? Okay, and then Miller yes, and then Miller, that's M-I-L-L-E-R-25@yahoo.com [silence]
07:00
Speaker 1
Correct. Mm-hmm. Right. Any What? I'm sorry. Oh, yeah. Yes. Let me go in my cracked room. Okay. I gotta start it up [silence]
08:00
Speaker 2
right okay all right ma'am so um yeah here's the thing so you since your internet is not working could be that your modem uh the one from spectrum is not communicating properly with your link sys so there is a need for us to verify the settings do you have any computer available a laptop or maybe a desktop okay oh by the way uh miss Mary
08:00
Speaker 1
Mm-hmm. Okay. Okay, I think I think I've had it real four years. All right, turn on computer. Okay. Okay, thank you for that. Why won't my my computer might not turn on if I don't have internet, right? [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] Mm-hmm. Okay. Yeah, I think I think I've had it three or four years. All right, turn on computer. Okay. Okay. Thank you for that. Why won't my my computer might not turn on if I don't have internet, right? [silence]
09:00
Speaker 2
um just to set your expectations okay uh uh yeah we we can still we we we would be able to walk you through um with regard to configuring this device okay but if in any case there was a problem with your hardware if if it's a hardware issue we no longer replace it one because it it's already out of warranty okay the hardware um yeah yes this only has one year warranty ma'am but you're still covered for free technical support not a problem it's okay we can still access the user interface even without internet
09:00
Speaker 1
Oh, well, for some reason my computer doesn't want to come up either. Oh my goodness. Well, we had an outage last night with spectrum. So I called them today because we didn't have service again. And they said everything was fine on their part. And I think he did say maybe they're not um connecting with the spectrum device. All right, it's trying to come up. Yes. And I had a golden light on my uh on two. So I don't know. Um, and he made me turn it off and turn it back on. All right. I'm on computer. from the left channel.
10:00
Speaker 2
[silence] with all the lights that are lit up on your spectrum, right? okay
10:00
Speaker 1
okay, okay. So I'm on, whatever, I'm on a says, new tab. Do I want to go to Google, or, do, do, are you going to give me an address? Yes. Yes. I will tell you in two seconds. My computer's very slow. Um, yes, it says it's connected. Yes, it is connected. Yep.
11:00
Speaker 2
Okay. Yeah. Let me verify first the wireless um connection of uh the uh computer. Do you see the wireless icon at the bottom right? You see the Wi-Fi icon there. Yes. and are you connected to your network? [silence] It says it's connected. Okay. Let me just yeah. Let me verify first the IP address now. So if you're [silence] looking [silence] at the [silence] icon. you will see AP connections okay. hit the enter key and it will appear an address it's like 190.1. was it 192.1.? also sorry 2096 okay so [silence] at AP connections okay. see if that's 192.1.6.8. 2096. yes it is. okay now hit the escape key. Now let's go to the watch. Okay. and under MPEG [silence] DNS proxy click on the alias. [silence] you will be able to see these IP addresses. Yes. okay. so just add the [silence] IP address [silence] earlier. okay. now these already appear click on the check icon. and now you'll still see it in the list under permanent too okay. Okay, yes. So, do you see there search option at the bottom beside the windows logo? Do you see search? Okay. Now, under search, ma'am, just type in NCPA. Let me spell it out for you. It's N like Nancy. C for Charlie. C for Peter. Okay, C for Charlie. Yeah. Okay, let me repeat. Let me start all over. N like Nancy. C for Charlie.
11:00
Speaker 1
National technifold, okay, go ahead. that's C.T. CT or C.P. Okay. Peace. Okay. That's C.P. Okay, the gangster network connections. Well, I didn't I didn't click on the uh uh link, but I'm I'm in a bunch of stuff. Microsoft restored the uh okay. Do I do I uh [silence]
14:00
Speaker 2
NCPA, okay. Yeah, okay, it's NCPA dot CPL. C for Ctrl P for Peter. Okay, so you're on network connections, do you see there? Sure. Wi-Fi.
14:00
Speaker 1
hit a guide to network connections in Windows I'm just I'm just I searched ncpa.cpl and and that's what came up was a bunch of uh, what do you want to call them? You know, things I could click on and look at. Maybe I should, should I? Yes. Okay, hang on a second. I'm on Google, I think. And then
15:00
Speaker 2
okay are we on network connections right uh... you're getting okay um yeah can we can we try that again uh... it's N CPA or how about this can we go back to search that's the search beside the windows logo okay no not google mail
15:00
Speaker 1
oh yes that's what i did and can you repeat those ncp ncp ah ncp.ah.cpl and cpa.cpl um-hum okay i kept thinking i thought you were saying t for theater um i see something that says ncp.ah cpl run do i want that yeah okay oh Now, a bunch of other crap came up. It's on Windows. Um Did I use it? Sorry, I have hearing aids. Did I use watch? I did use the search next to Windows. And there is a window. Yes. Yep. Okay
16:00
Speaker 2
Okay. All right, how about this one, ma'am? Okay, I think we're on a different screen, okay? Did you use Google Chrome when you type that? Okay. Okay, so if the search. All right. Okay, so can we go back again to search? All right, go back to search and then type the word command. Command.
17:00
Speaker 1
I did that. I see Microsoft Windows. Oh, yes, I do. I do. Open? Wait, where is it? Oh, where'd it go? Now I got CPU command, a guide to network connections, and Windows. Let me see. Why is this so difficult? I'm going to go back to the beginning. I'm sorry. I'm it's taking me to Bing. Okay. What was it? Command.
18:00
Speaker 2
Okay, would you please select command prompt? [silence]
18:00
Speaker 1
COMPT. Commands. And I do. There says a search for command prompt or command prompt system. Yes. Oh, it snapped Lincoln. Can you take control of my computer or not you allowed? Uh huh. Oh, okay. Well,
19:00
Speaker 2
Yes, ma'am. Yeah. So once you type in the word command, you should be able to see the command prompt. Or. Okay. So you see the black box, right? You see that blinking cursor? We don't have that capability, Ms. Miller. Yeah. Okay, how about this? Yeah, because we are. I really need.
19:00
Speaker 1
Okay, hang on. I gotta go back in another room. Oh. Oops. bottom right. Yes. Uh, I do have, I have an address. Yeah, I can take a picture of it again. Um. Okay.
20:00
Speaker 2
Yeah. Bottom [silence] let's look at the bottom of the box. And you see there the wifi name. Did you take a picture of that? The wifi name and the wifi password? Yes. Could we take a picture of that ma'am? Because we need uh we need those settings for your computer.
20:00
Speaker 1
It says, Mac address in YPS. Is that where you want me to take the picture? WPS. I have Linksys. uh, setup 081. I'll take a picture. And then... Okay. Uh, what's this? OK. Well that's the bottom number. Okay. What is WPS mean?
21:00
Speaker 2
Do you see the Wi-Fi name the Linksys zero nine zero eight seven? Do you see that? Yeah, just take a picture of it. Because you would be able to use that. We would be able to use that later on with your computer.
21:00
Speaker 1
Oh, okay. My wires are all screwed up. All right, so... Oh, I have... Yes. I'm going to go back to my computer. Which is in another room. Okay. So... Yes. Yes.
22:00
Speaker 2
It's the Wi-Fi protected setup button, ma'am. Okay. OK, so you're able to, uh, yeah, you're able to take a picture already, right. Mm-hmm. Okay. Now, do you see the Wi-Fi icon at the bottom right hand corner of your computer, the wireless icon, ma'am? Yes, if you click that, are you able to see the,
22:00
Speaker 1
Yep. Yep. But why does it? Yes. Right, right. It is. Yes, it is. OK. OK. Now, enter the network security key. Oh, yeah, it says underlink keys. OK. So I'll type that in. [silence]
23:00
Speaker 2
links to set up okay can we select that please it's the same name that shows up underneath the router right yes please select that name and then connect to it yes yes that's the Wi-Fi password underneath the router just look at the picture yes yes it's the password yes you're done you're ready to go and it says redirecting you or we'll see the internet here here we go okay and uh where do we go from here
23:00
Speaker 1
Okay. Oh, holy cow. Be happy you got me. My husband that's very clueless, and I'm, I'm not much better, but he'd get all frustrated. All right? I'm trying to see what I wrote. S H W or F Q N Q U R D E I. Okay. And then, next, why didn't it take it all? Oh, it did. Okay. Next. The network security key isn't correct. Please try again. All right? Oh. Hmm. Okay. Yeah, underneath Linsky setup, or Okay. Okay. below that says password, Okay, I'll try it again. So it's case sensitive. So it's all lowercase. Okay, I'll try it again. Okay. Do I want to allow your PC to be discoverable by other PCs? [silence]
24:00
Speaker 2
sure that you type it instantly, it's CA-sensitive. It's the one underneath the router. Yes. Below the linksy setup, 0 8 1. You can just close.
25:00
Speaker 1
Just close it? Yeah, cuz it's saying yes or no if I close it I'm afraid I'm gonna lose something. should I say no? okay. Verifying and connecting. Enter the network security key code. Oh, is is that the recovery key? It's telling me. Oh, I might have to go back. Wi-Fi password. Hang on. It says WPS, serial number, and MAC address. Hmm. That's not my.
26:00
Speaker 2
Ah, you may just allow it. That's OK. Mhm. No ma'am, not the recovery key, but the Wi-Fi password. Do you see Wi-Fi password underneath the router? [silence]
26:00
Speaker 1
it's it's not my password that I put in there is it are you still there? hang on I'm going to go back to my picture under the router? is it on the front like where I found all the other information okay yes I see that and what am I looking for the what am I looking for? the Wi-Fi it says
27:00
Speaker 2
Yeah. Do you see the Wi-Fi name underneath the router? No, it's not at the front. It should be at the bottom. Yes, ma'am, it should be there. All the information, the Wi-Fi name, the Wi-Fi password, and the recovery key.
27:00
Speaker 1
set up Wi Fi name password is that weird one I just typed in and then recovered key and then on the next sheet it says sticker let me take another picture of this thing I have model number XYZ I don't I don't see I only see a password that I had already typed in you I already typed in here what sure I have better lighting hmm
28:00
Speaker 2
Yes, you don't see the password.
28:00
Speaker 1
Yeah, there I do. No, it doesn't say it just says set up Wi-Fi name is Wintian setup password is oh yeah password. Recovery is 3 5. Oh, so I re-type in that password? Oh, okay. Um, I'm so confused. All right, I'll go back again. Oh, sorry. All right, so says connect to this network. Should I click on it again? let's change. [silence]
29:00
Speaker 2
[silence] Yes. Yes, that's the password. Yes, ma'am. This is the password. [silence] Yes, try to connect to your network, and what are the options when you select it?
29:00
Speaker 1
uh my my wi fi name links keys. set up. Yes, whatever. And it says, hello, that it says, cannot connect to this network. Links, links keys. Yeah, links keys. Sure, what do you? Okay, so I close it. Start over. Close. And then it's connected to my. So I'll click on links keys. How do you say it? Link Seeds. Connect automatically. So I'm going to put connect. Enter the networks. Enter the network security key. That's
30:00
Speaker 2
It says cannot connect. Can we try again, please? Because maybe the password is incorrect. That's the reason why it won't connect. Yes, ma'am. Yes.
30:00
Speaker 1
at that is that this okay hang on i gotta go back to the darn picture i'll blow it up so i'm making sure i'm getting it right um All right, i'm gonna hit next. and then it's asking again. um do i want to allow my PC to be discoverable by other PCs and devices on this network? Okay.
31:00
Speaker 2
besheshes that's the password mmm it's okay you can just allow it ma'am you're on this
31:00
Speaker 1
Okay, now it, it's saying enter the network security key which is, oh, it's saying the network security key is incorrect please try again. Damnit. Oh, I'm putting in a serial number. What the hell am I doing wrong? Hang on, I'm trying to go back to the other picture. Okay, I see the password. Oh my God. Um, and it's case-sensitive. That's okay. [silence] Okay, I'm gonna try it again It says checking network requirements. No, it says it isn't correct. What the heck's going on? Yeah, that's what it's saying. So, wait, security key is incorrect. So how do I know what the secure is it the
32:00
Speaker 2
okay it says the incorrect password it's the password mail [silence]
33:00
Speaker 1
Yeah. All right. Well, I know my password to get on my, uh, internet. But this one, you said it's the password for the linksys. So it's password. I'm, I may have, I may have, can I, can I try to put that in and see what happens. Okay. Okay.
34:00
Speaker 2
It's telling you that, um, it's not accepting your, the password that you type in. Did you make sure that you put the correct password there? Did you have to, did you happen to change the Wi-Fi password when you set it up before? Okay, let's try that password. Yeah, because the name is the default name, um, so I was just wondering that this router was set to default. Okay, let's try your password then. [silence] Okay, so just so
34:00
Speaker 1
Okay. checking network requirements. cause I did get on your website and it's that I put that one in and I thought it was correct. So let's see if it really is. Okay, yeah. Oh, can't connect to it now it says can't connect to this network, but it doesn't say if it's a password issue or right. Last time it said it was the wrong password. Yeah, okay. So I guess it'll be physical. There's some kind of an issue.Yeah. Was it online from the last incident? Yes. Yeah. Yeah. Oh, yeah. Okay. Three, two, can you still hear me? All right. All right. Okay. Thanks.
35:00
Speaker 2
It says can't connect. All right, ma'am. OK, but you selected, you selected the the N. [silence] It says can't connect. All right, ma'am. OK, but you selected the new York package with shared room which is 999.
35:00
Speaker 1
Yeah, uh, but I changed, but why isn't that oh? I'm going to write it down so I um okay. Yeah, uh, that's a funny password. But if people want to connect to my internet at my house, I give them the password um that I just put in and it says connect, cannot connect. Okay.
36:00
Speaker 2
name that's underneath the router, right? It's linked to set up. Is it the same name? Okay, alright, we'll just have to reset your router, Miss Mary, to factory defaults, okay? Because it's not connecting right now. I don't know if maybe you're just, the password is just in . Correct. But uh so we will just try this one. Can we press the reset button at the back of your Linksys? [silence] Uh uh uh uh uh no just press and hold the reset button for uh 20 seconds. Yes at the back of your Linksys there's actually a reset button ma'am. [silence] It's the red button ma'am.
36:00
Speaker 1
20 seconds. Okay. Oh, okay. I see all kinds of lights lighten up. yes. Okay. Mm-hmm.
38:00
Speaker 2
20 20 okay for 20 seconds. Yes. Yes. 20, 20 seconds. Okay. Did you let go of the reset? Okay, you may let go, ma'am. Okay, and then we'll just wait for the light to stabilize, okay?
38:00
Speaker 1
Sure. It's a laptop. Does that make a difference? Okay. I sure can. Yep. I can do that. Yep.
39:00
Speaker 2
Okay. So now, can we, go back to your computer? Is your computer a laptop, mem or desktop? No, that's all right. But can you like bring that laptop to where your router is so it would be easier, easier for you. Cause if ever there's a need for us to like power cycle the router, it's just easy for you to do that. You don't need to go to the other room. Okay, sure, sure. Okay. All right. Now, do you see the light on the Lynx this and, uh, is it blue or? Yes. It's purple. Okay. All right. So now, yeah, cuz we reset it to Ms. Miller. So, [silence]
39:00
Speaker 1
Okay. Oh. Okay. Okay. Okay. Yeah. Okay. Okay. Okay. Okay. Okay, I did there five times. Okay. It's yeah, it's a lot.
41:00
Speaker 2
[silence]. Ma'am, so, what we're going to do next is do a five press on your Linksys router first, okay? Before we go to the laptop. So to perform that five press, okay, press the reset button five times. Do not press and hold it, just press it once and do it five times. So, it's like press, release, press, release, press, release. Five times. It's the reset button, okay? Not the WPS. It's the red one. [silence]. Okay. So, we'll just wait for the lights to stabilize. And let me know if that light on the front turn blue or something. If it changes.
41:00
Speaker 1
[silence] Like a w yesterday color now. [silence] I better take that from you. [silence] Still flashing like white. I saw blue for a second. [silence] Now it's blue. It's it's solid blue now. Yeah. Yeah. So. Hmm. says not connected. Uh. [silence] Okay. And go to links setup. Right. Links to setup zero eight one.
42:00
Speaker 2
case of blinking or solid blue OK solid blue all right can we go to your laptop again OK now try to look at the bottom right ma'am click on the wireless icon again the Wi-Fi icon and then select the link's system setup yeah just select that again it has the same name right underneath the router link's the setup what's the name again ma'am 57 0 81 OK yes [silence]
43:00
Speaker 1
and then connect oh my okay I'll okay shoot two seconds I gotta look at something oh [silence]
44:00
Speaker 2
yes and that again will ask for the password it should be the password underneath the router so make sure ma'am that you type the correct one if it will never connect if it's the wrong password [silence]
44:00
Speaker 1
S-Q-M-D-E-I. Next. Keep eating stuff. Now it says connected secured. That's the first time. Okay. Okay. Um, we're really having a problem with the TV. So check anything. Hang on a second.
45:00
Speaker 2
Okay, good, very good, so it's now connected, secured. Now please check if you're able to go online, ma'am. So try to open any...
45:00
Speaker 1
I hate not using the mouse. All right. This one that I go, okay. It's opening. Catch that. Sorry. I'm going to check. Yeah, okay. I could get on my cricket page. Should I check my TV? OK. on my TV. I want to go on. my TV does. OK. um, Oh, my goodness. everything's so slow. Why is this not working? [ silencio ] that's working. [ silen ] this is working. [ silen ] It is not working. I don't know.
46:00
Speaker 2
Yes, check if you're able to open any website, CNN.com.
47:00
Speaker 1
[silence] No. It's telling me that uh I can't get on Prime Video. Is is is there a connection between my router and my spectrum modem? Thank you.
48:00
Speaker 2
Yeah, actually right now, ma'am, the modem and the router is able to communicate with each other so the router is already configured. Yes. And but we're using the default network. Would you like to change the name to something else? Or you wanna keep it that way, [silence]
48:00
Speaker 1
The uh, can I? Can I connect it to my uh, existing password? That's what I want to do. Because everybody that comes over knows that one. If that's possible? Yes. Okay. Um, what do you need me to type in? Uh,
49:00
Speaker 2
Okay, so you want to change it, you want to change the uh the network right? Okay, all right, can we go to your computer, let's open up a browser. Yes on the address bar ma'am, type in HTTP colon slash slash one nine two dot one six eight dot zero dot one.
49:00
Speaker 1
Where the heck are gons forward slash tool? OK. OK. Hmm, can't reach this page. Why? OK. Now I got it. [silence]
50:00
Speaker 2
okay um http colon slash slash my router dot local my router dot local and then just press enter
50:00
Speaker 1
Now, now, Linsky's. Are you on fax? I'm on that. I have, let's go, let's get you up and running, download the Linsky's app for setup. I've, I've got, I've got, Yes. Okay. Okay. Um, okay. hang on. This is Uh, Okay. click there. Okay. And then, No. [silence]
51:00
Speaker 2
Yeah, my router . local. Yeah, what did you get? What options do you have? Okay, so you see pictures of two phones, right? Okay, just click that image. man. Now, if it will ask for a router password, just type an admin, A-D-M-I-N all lowercase for the password.
51:00
Speaker 1
access router router password do I put reset password that's right you didn't say that enter invalid router password please try again are you sure you're using the right password it says access router admin okay okay it's waiting hang on it's thinking [silence]
52:00
Speaker 2
Okay, type in admin for the password ma'am, a-d-m-i-n. [silence] Yes, ma'am, type in admin under access router and then just to sign in. [silence] Okay [silence]
52:00
Speaker 1
Okay. I'm just going to scroll here a second. Uh, I see I see a spot that says guest access and it says guest access is off. And then I see where it says password. Is that where I'm supposed to go? I see it says guest access. There's a bunch of little boxes,
53:00
Speaker 2
I'm sorry, um, what, what do you see there, ma'am? Oh, okay. Okay, so, all right, so you, you have the smartWi-Fi tools page open, right?
53:00
Speaker 1
Can you see screenshot of space? Yes, I see the screenshot. Okay. I'm there. So you can see my Wi-Fi password? Can I see what it [silence] Yes, I see it. Okay
54:00
Speaker 2
the blue page, do you see that? [sounds similar to: Dude] Okay. All right. Now, down at the bottom right, ma'am, at the bottom right, do you see CAT? The letters are really small. Okay, yeah. Just click on CA. And then, on the left side, at the left panel, look for Wi-Fi settings. It's below troubleshooting. Wi-Fi settings. [silence] Okay. Your under [noise].
54:00
Speaker 1
Yes. Which ones us. Oh. Is that my password then? Oh, wait a sec. Wait a sec. Okay, I screwed up. So, Wi-Fi name is going to be Miller.
55:00
Speaker 2
Okay. your Wi-Fi settings now. So you see there the Wi-Fi name and the Wi-Fi password, right? Okay, ma'am. So, uh, this is actually dual band ma'am. So you may set up, um, Wi-Fi name for 2.4 and for the 5 gigahertz as well. So, uh, you can actually change the name there. You can put up Miller and then you just type in 2.4 at the end. Same goes with the 5 GHz. Just type in Miller, then five. That's for the Wi-Fi name. And then for the Wi-Fi password, you may use the same Wi-Fi password, ma'am, that you, uh, that you had before.
55:00
Speaker 1
On 2.4, okay. Oh, okay. I gotcha. Okay. I'm going to have, for both of them correct. Uh five also.
56:00
Speaker 2
Yes, for the Wi-Fi name, yes, I'll use Miller 2.4, that's for the 2.4 gigahertz band. And then for the 5.0 gigahertz band Ma'am, you may put Miller 5. And then for the Wi-Fi password, you may use that same password that you had before.
56:00
Speaker 1
Okay. And then I push apply? Oh, perfect. Okay. Okay, I got that. So then apply down at the right hand corner. I said apply down at the right.
57:00
Speaker 2
Oh, by the way, you need to take a picture of the settings, please, just take a picture so you'll have a copy ma'am in case you you might forget, so yeah, it would be better you have a copy. Uh ma'am, sorry. Yes. Okay. [silence]
57:00
Speaker 1
passwords. Okay. Yep, I did. Yes, correct. okay. okay. And then apply. Okay. Okay. Okay. Okay. okay. [silence] okay. So you
58:00
Speaker 2
After you, yes, after you, uh, take a picture. Yes, um, you you also set up the Wi-Fi password there, right? It's the password that you used before. Yes, just just type in the same Wi-Fi password for the 2.4 and the 5 GHz band, ma'am. Yes, click apply. You might we might get disconnected since we changed the Wi-Fi settings. So, yep, it may take uh a minute to save the settings. So, once it's saved, ma'am, yeah, we might, again, we might get disconnected. You just need to reconnect to the network. Just click [silence].
58:00
Speaker 1
Okay Okay Okay Okay Okay Apply and changes says rather that found I'm not connected to a row r's oh so you said
59:00
Speaker 2
So, just go to the Wi-Fi icon at the bottom right, then look for your new name, the new Network Miller, and then just connect. Yeah, just click continue. Yeah. Yes, ma'am, because we change the settings. So, just go
59:00
Speaker 1
Yes. Okay. Miller, am I going to do Miller five or Miller? Okay. Okay. Okay. Enter the security key. Is that a picture I took. Security key. my new one or the one I just reset it with. Okay. Okay.
60:00
Speaker 2
To the wife. Yes, just go to the wife icon at the bottom right then look for your name, your network name. Yes, Miller 5. If you see Miller 5 then select Miller 5 then put in the password. Yes, ma'am. That's the Wi-Fi password that you use. Yes, yes, the one that you put in as your password.
60:00
Speaker 1
It says, cannot connect to this network. Why? Maybe I typed it wrong. Let me try it again. It's the one I had before that I just changed it to, right? I have no idea. Okay. The one that we just, that I just took.
61:00
Speaker 2
Maybe the password is incorrect, ma'am. Make sure you put the correct password. Yes. For the uh since did you set up the same password for the 2.4 and 5 gigahertz band, ma'am? Try to check the uh the picture that you um took earlier.
61:00
Speaker 1
where'd go? Are you kidding me? [silence] I did take a picture. Where'd go? I just... What on Earth is this? I hate this phone. Oh my God.
62:00
Speaker 2
Okay, how about if we just connect to the 2.4 instead? All right, just maybe, um, yeah.
63:00
Speaker 1
Maybe I didn't to apply. I'm going to do connect. It says if using wireless connection, check the wireless feature on your computer, which we did. We did reconnect the device using the new settings. All right. You want me to go to 2.4? It says enter the security key, which is that new password. Yes.
64:00
Speaker 2
Yes, you see the 2.4 right? Can we connect to the 2.4 instead? and then type in your password.
64:00
Speaker 1
okay next is see it says can't connect to this network why both are the same in the picture yes on the on the Wi-Fi [silence] well I do on that picture I took but it says what I see is troubleshoot problems and open network and internet settings
65:00
Speaker 2
Can we, can we right-click on the network ma'am? Yes, if you right-click on it, do you have the option for get network? Do you see manage known networks there ma'am?
65:00
Speaker 1
network status not connected troubleshoot advanced network settings holy crap let me see oh it's detecting problems all network add up. Let's adapter you want to diagnose. Yes. Not the router the the
66:00
Speaker 2
Okay. Yeah, because it seems the password is not correct. Ma'am, can we try to refresh the, eh, can we turn off and turn on your Wi-Fi instead?
66:00
Speaker 1
internet yeah hang on huh okay okay hang on Oh God article. wow. I don't even see that. oh there it is. okay. plane old Miller. [silence]
67:00
Speaker 2
It's the laptop, ma'am. Yes, it's the laptop, maam. Turn off the Wi-Fi and turn it back on. Okay. Now, after you turn it back on, select your network name again. The network name again. The network name, which is Miller. Which is Miller. Which is Miller. Remember that the password is case sensitive. So we really need to make sure that you type that correctly. Which is case sensitive. So we really need to make sure that you type that correctly. We need to make sure that you type that correctly.
67:00
Speaker 1
Yes. Okay. Miller. Connect. enter the network security key, which is the password. Right, right. I just wanted, how do I know if my cap locks is on? I'm gonna, I'll see it in a minute. No, I won't. Can't connect. I wonder. I gotta do something and see if my, my, uh,
68:00
Speaker 2
Yes, that's the Wi-Fi password, ma'am. That's the one that you set up, okay.
68:00
Speaker 1
Have blocks is on Let me see what's this. I'm sorry I'm taking up so much time. I'm trying. Yeah, I did. I'm just checking my capslock because it won't let me look at it. OK, that's perfect. All right, so I'm going ahead. All right, so I'm going to go back there. I'm going to Miller or Miller, five probably doesn't matter at this point. Okay. I did. Now, enter then you can also connect by pushing the button on the router. Which button? Okay. Yes, I've seen that. I've seen it's the blue button. Okay, I just typed in my password again. Can't connect, so I'm going to try.
69:00
Speaker 2
Uh, just to select the miller. Uh, it's the WPS button, ma'am. Maybe it's referring to the WPS button. There's a WPS button on the router, actually. At the back, it's the blue button. Yes.
70:00
Speaker 1
but do I have to hold it any amount of time for the blue button? Okay. Hang on puppy. Okay. I did that. And both my passwords were the same hand. Yes. Hang on. Ben Ben. Thanks.
71:00
Speaker 2
um, just press it one. The W-P-S. uh, can we, can we, uh, press and hold it for three seconds. and uh, we also need to press the WPS button on the uh, wireless device. Do you know the, uh, do you see the wireless, I mean, the W-P-S button.
71:00
Speaker 1
Router. on my router. I forgot to bring my phone. You probably can't hear me. Is that uh the WPS button on the router or on my Spectrum modem? Okay, I did the WPS. Mm-hmm, I'm still here.
72:00
Speaker 2
On your... No, on the lap... Ma'am? Okay,
72:00
Speaker 1
my phone my phone yes yes okay yep um sorry I was reading my password and it's they're both the same so all right hang on Oh my gosh okay it says why fine neck connected okay it says miller a Miller five okay all right so
73:00
Speaker 2
Do you have other wireless devices aside from your laptop, like your phone? Yeah. Can we try to connect using your phone? Let's see if that password of yours will work on your phone. So, just go to Wi-Fi. [silence]
73:00
Speaker 1
do I have to turn on the configure proxy or do I join this network? Okay, I got a check mark connect to a Wi-Fi. I got a check mark next to hidden network. And I could go to miller five and try the same thing. Yes. Okay. I think I am connected. I think. What's the difference between Yep. And there's a check mark next my name and it says hidden network. And the Wi-Fi looks like [silence]
74:00
Speaker 2
[silence] No, no, no, no. Do you see the Miller2.4, on your phone? Yes. Um, just select Miller2.4, and then connect to it there, ma'am. Did you type in the password? [silence]
76:00
Speaker 1
yep [silence] uh-oh [silence] okay [silence] um [silence] uh-oh [silence] all right [silence] um [silence] where the heck [silence] I got so many um [silence] things on my phone [silence] I just looked [silence]
77:00
Speaker 2
okay can we check if that phone is online? if you have data turned on you may disable it for the meantime ma'am. so as we can check if the Wi-Fi is working
77:00
Speaker 1
[silence] This drive is great. I I don't know. Yet. I'm I'm [silence] oh, perfect. Okay, let me see. There it is. Yeah, it came up. Google came up. Okay.
78:00
Speaker 2
Okay, are you online? Just, just try to open any website. Like if you open Google Chrome. Okay. How about CNN.com? Try other websites on your phone.
78:00
Speaker 1
Yep, that came up. Yes. Yeah, that I, I did look at that, I did look at that, so it was okay. Um, Now connect time. yep Miller, what's the difference between 2.4 and 5? I did. I did. Yes. but still telling me I can't connect to the Internet. Why? all right. Maybe that's why I see what I did. I'm sorry Cash. I can't take you out. Dad's gonna have to she ever comes in. Sorry my dog wants to go out so bad. Um, I gotta cancel cause I have the wrong thing up there. Okay Miller. Okay maybe that's what I was doing wrong.
79:00
Speaker 2
you can either connect to the two point four or the five baam, but for the five gigahertz, it will give you better speed compared to the two point four. Did did it ask for the password when you? [silence].
80:00
Speaker 1
OK. Let's see. Next. Nope, it still won't connect. I don't understand. If it works on my phone, nope. than less. Yes. But it connects to my phone. Why is that? Yep. Hang on. Ah. Oh there. Yes, I'm.
81:00
Speaker 2
still won't connect and you selected the 2.4 right? how about this one ma'am can we uh go to search again right beside the windows logo at the bottom of your laptop so just click on search and type the word control type control [silence]
81:00
Speaker 1
Okay. I want that. Okay. Okay. I got control. Yep. All right. Yep. Yep. Okay. Uh, yep.
82:00
Speaker 2
Do you see control panel when you type in control? Okay, just click on control panel, ma'am. And look for network and Internet. Click that network and Internet? Okay, and then click on network and sharing center. Click that. Network and sharing center.
82:00
Speaker 1
It says set up a new connection or network. [silence] [silence] Advanced settings. Oh, adapter. Okay. Yep, I got it. [silence] It says Wi-Fi. Yeah, it's got a Red X. Yes, we can. [silence] Yep. Disable connector disconnect. Status diagnose bridge connections create shortcut rename properties. Yes. Okay.
83:00
Speaker 2
OK. OK. Now, on the left side, on the left-hand side, look for change adapter settings. Change adapter settings. No, change adapter settings. OK. Now, you see there Wi-Fi, right? OK. Now let's right click on Wi-Fi. Right click on Wi-Fi and tell me what are the options. K. Can we click on connect/disconnect?
83:00
Speaker 1
So then Miller and all those came up which I have to get rid of so click on Miller or Wi-Fi okay connect verifying and connecting I don't think I saw that before ok it says it's connected and secured should I try Miller yeah okay
84:00
Speaker 2
All right, okay, yes, select Miller again, okay, very good, it says, connected, yeah, try to go online, yeah, it says, connected and secured now, so please check if you're able to go online.
84:00
Speaker 1
Okay. Um, oops. Of course it doesn't. Do what you want to do. Yep. Yep, I did. I got on. I got on. Here, here's. Am I all set then? I got
85:00
Speaker 2
Your laptop, my laptop, just try to open Google Chrome now and check you can open. Check you can go to any sites, like Google.com or Yahoo. Okay. Okay, that's very good.
85:00
Speaker 1
Can I turn on my TV first, make sure all that works. Oh, okay. Okay, that's all I have to do. Okay. I can do that. I appreciate your help. We've been on the phone for a very long time, an hour and a half. That's okay. No, uh, no. Well, I appreciate your, I, I'm sorry that took so long, but we figured it out. Okay. All right. Okay. Okay. Yes, thank you so much. Have a great day.
86:00
Speaker 2
Yes, ma'am. Yes, ma. You may actually uh set your TV, just look for the name of your network and put in the password, and you should be good to go. Yes. I know. Yes, I'm very sorry. I I really do apologize for that. But I I appreciate your patience very much. Not a problem. Not a problem, Miss Miller. Not a problem. Yes, everything is now set up. So just take note of your Wi-Fi settings, 'cause you need that with your other wireless devices, okay? [silence] Okay. Thank you for your time, ma'am. This is Epi from Linksys. Thank you for calling.
86:00