V2 Rubric Detail — f4b6aa10-8166-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:37
Duration
63m 46s
Contact
403-715-2497
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00137556
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 (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership4.00/5
Escalation1.50/5
Customer Exp4.29/5
Overall81.1% (+25.1)

V2 Grader Summary

The agent successfully restored the customer’s mesh network through systematic troubleshooting (R1, R2, R3 Met). However, T3 was rated Not Met per Assessment 3’s authoritative finding due to material technical inaccuracies (incorrect reset duration, invalid 5-press method for WHW03v2, and false claim about Linksys Smart Wi-Fi discontinuation). Communication, ownership, and experience indicators were largely Met, with partial credits for incomplete escalation follow-up (O2, E2) and minor effort additions (X3). No auto-zero triggers were present.

V1 Case Analysis

Customer unable to connect WHW03 Velop mesh to internet after move. Performed full node resets, 5-press pairing, accessed router via myrouter.local, changed SSID/password. Internet functional; advised to manage via web UI due to app issues. App problem reported to engineering.

Troubleshooting Steps
  • Collected serial number and identified model (WHW03).
  • Performed factory reset on parent and child nodes (reset button hold).
  • Executed 5-press pairing method.
  • Verified nodes showed solid blue and connected to WiFi.
  • Accessed router via myrouter.local on laptop, changed SSID/password.
  • Confirmed basic internet access from laptop.
Key Observations
  • Long hold periods and excessive silences slowed the call.
  • Agent instructed incorrect reset duration (25 seconds vs KB-recommended ~15 seconds).
  • Provided malformed URL 'http://p://' during web UI guidance.
  • Gave confusing and contradictory instructions about app login and functionality.
  • Failed to explicitly confirm internet connectivity after final configuration changes.
  • Successfully reset and paired nodes, accessed router, and restored internet access.
Positive Highlights
  • Correctly identified WHW03 model and collected serial number.
  • Properly guided full node resets and 5-press pairing for WHW03.
  • Successfully directed customer to access router via myrouter.local.
  • Confirmed laptop could access external websites, validating internet connectivity.
  • Accurately explained that Smart Wi-Fi service is discontinued and app may have issues.
Agent Errors / Gaps
  • Instructed 25-second reset instead of KB-recommended ~15 seconds.
  • Provided invalid URL fragment 'http://p://' during guidance.
  • Gave incorrect and confusing information about app login flow.
  • Failed to confirm internet functionality after final Wi-Fi changes.
  • Spent excessive time on hold without clear updates.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are online, connected to Wi-Fi, and can access websites (e.g., 'Yep. Yep. Okay... I can go to my website yep yep it's connected yep perfect'); agent verifies router UI loads via myrouter.local.
R2 Met Diagnostic thoroughness conf 97%
Agent systematically guided through resets, LED status checks, cable verification, pairing attempts, laptop-based web UI access, and Wi-Fi reconfiguration — a logical, progressive troubleshooting path.
R3 Met Correct resolution path conf 95%
Agent pursued full best-effort troubleshooting (reset, pairing, web UI setup) without citing warranty status or refusing help — correct path for post-move setup.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified solid red LEDs and blinking child nodes as key symptoms, asked about modem resets and cable placement, and used LED behavior to guide next steps — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately used the customer’s laptop to access myrouter.local and 192.168.1.1 — correct local tools for diagnosing router connectivity and configuration issues.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect technical guidance: 1) Instructed a 25-second reset (KB specifies ~15 seconds). 2) Advised the 5-press method for a WHW03v2 model (KB states it is not supported for this model). 3) Claimed the Linksys Smart Wi-Fi website was 'discontinued' despite KB confirming its validity as a remote management option.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations, announced holds clearly ('Can I put you on hold for just about two to three minutes?'), maintained control during long troubleshooting, and kept focus on resolution steps despite app complications.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, confirmed understanding ('Did you interchange the cables?' and 'Can you please take a picture of that?'), adapted to customer’s confusion about Wi-Fi bands and app behavior, and repeated instructions when needed.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer unnecessarily — even after a long hold, returned to assist fully without redirecting to another team.
O2 Partially Met Proactive follow-through conf 89%
Agent reported the app issue internally and mentioned it would be reported, but did not provide the customer with an escalation ticket number, owner, or expected timeline — incomplete follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the customer’s first contact for this issue.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 85%
Agent recognized a systemic app issue ('there's a need for us to replicate this issue') and stated it would be reported — valid trigger — but decision not to escalate formally lacked justification, leaving ambiguity about resolution ownership.
E2 Not Met Escalation prep & handoff conf 90%
No formal escalation was executed: no ticket was created, the customer was not informed of an escalation path, and no details on follow-up ownership or timeline were provided.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent apologized for holds ('I apologize for the hold'), thanked the customer for patience, used a courteous tone throughout, and acknowledged frustration with app issues ('we really do apologize').
X2 Met Tone & rapport conf 94%
Agent matched the customer’s pace, paused during confusion, repeated steps when needed, and adjusted approach when app failed (e.g., shifting to myrouter.local access). Kept the customer engaged despite technical setbacks.
X3 Partially Met Overall experience conf 86%
Agent asked the customer to take a picture of the label and repeat Wi-Fi connection steps, adding effort. However, these actions were necessary for verification and setup, minimizing unnecessary friction where possible.
Call Transcript79 turns · 89 lines
Speaker 2
Welcome to Lynx's 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. [silence] While waiting, you may also visit support.lnothing.org for more information about your product.
00:00
Speaker 1
Hi there, we have moved and I was just trying to set up my Linksys uh Velop mesh system and it just it does not want to connect. I have reset the modem like 15 times. I have reset the actual mesh system. I even like deleted the app, redid the app, removed the um internet name off of it trying to just like reset it. [silence]
03:00
Speaker 2
Yeah.
03:00
Speaker 1
it likely some Geco and it won't even let me it just says that you can't connect to the internet and everything else in my place is connected to the internet so just I don't know where to go from here. Emila is so this serial number that I have on the box there's like three serial numbers 20620M39846527.
04:00
Speaker 2
Okay. So right now you don't have the internet ma'am. Can you have the model number and the serial number of your Linksys device, please? Just try to look underneath it.
04:00
Speaker 1
How? Do you have three in total? Huh? I don't know. I guess. I don't know. Where would that be on it? Oh. It's in here. Yep. W H W V Two. Five minutes. the note this first time Stacey Rydler mmhm is Rydler Studios it's R-I-D-L-E-R studios at gmail.com Rogers. Yep yep Calgary.
05:00
Speaker 2
My name? Casey Ridler. Okay. And your email address, ma'am? Okay. And who is your internet provider? Rogers. You're calling from Canada, right? Okay.. [silence] Okay, ma'am. So, since you have three nodes, right now the main node light is solid red. Is it solid? There?
06:00
Speaker 1
the one that is connected to the actual modem for internet is like a pink color and it's solid and then and then the other ones are blinking red. Oh, one one solid red. Yeah. Okay.
07:00
Speaker 2
Sure, all solid, red, yes. Oh, I see, okay. Okay. So, ma'am, can we move or gather all your nodes together in one place? So, please move or place the the child nodes close to the parent node at least 5 to 6 feet away. [silence] Yes, we need to, yeah, we need to plug them in. Okay. Is it blinking blue or it's solid blue? We'll wait for it to turn solid, ma'am. Did you interchange the cables when, um, before, we mean prior calling us, the cables plugged in to the parent node or? You did?
07:00
Speaker 1
Yeah, Plug it into it. Yeah. What do you mean interchange the cable from like like putting it between different nodes, No. How do you know which one is a parent node? Do you just pick one? Yeah. Yeah. Okay. Yeah. So that there's an Ethernet cable that goes from the. Um, yeah to the node, your node.
10:00
Speaker 2
the cables from the modem to the linksys to the parent node yeah, did you interchange the cables or you didn't do anything about it did yes okay all right so okay, so the modem the Rogers modem is connected to the parent node to the uh to the first port to the one on the left, right? right above the reset button The parent node is the one plugged into the modem, the one which is connected to the modem.
10:00
Speaker 1
Yes. One is blinking and one is solid, red color, both.
11:00
Speaker 2
Is it to the first port, the one on the left above the reset? Okay. Okay, so all the lights right now on the child nodes are solid, ma'am. Okay, we'll wait for it to turn solid red. Okay, we'll just wait for that. So the one which is solid red right now, kindly press the reset button.
11:00
Speaker 1
Yeah, it's done, yeah. It's blinking blue. The other one is still blinking red. Mm-hmm. Yeah. Yeah. Yeah. Yeah.
13:00
Speaker 2
Okay, please let me know if it's done. Okay. The other one's still blinking red. Okay. Yes, can we do a reset on that one too? So press and hold the reset button for 25 seconds. So while we're waiting, Miss Stacey, can I put you on hold for just about two to three minutes? I'll just check on something here, okay? Just hold on please. Thank you. [silence]
13:00
Speaker 1
[silence] Yeah. [silence]
16:00
Speaker 2
[silence] Hello, ma'am, miss Stacy. Yes, hi there. Thank you so much for patiently waiting. I apologize for the hold. So now, um, yes, so the you've uh done the reset on both.
16:00
Speaker 1
They're solid. they're like a red. they're like a pink red. ruby red. they're the same color as the parent node. okay. five times. just press it five times. okay. okay. one, two, three, four, five. okay. nope.
17:00
Speaker 2
out. Hello?
17:00
Speaker 1
No. No. still solid protocol? Yep? Yeah, still solid. No change. No change. Yeah? Yeah? It went, like, red. Now, it's, like, blinking, like, white. Those are still solid. Same color. two feet Should I bring them even closer? It's still flashing Yeah, white. Yeah, white Oh, now it's going green and now flashing white that's still flashing no changes Parental consent
18:00
Speaker 2
And how far is it from the parent mode? [silence] Okay. [silence] that's okay, that's fine. [silence] So how's the parent mode? Flashing white or what color? [silence] And the child mode? [silence] No changes? [silence] Okay, um that may take some time, we're just going to wait for it.
19:00
Speaker 1
Now it's blue. One knows blinking now. Yeah, one child now. Now they're both blinking the child knows. Like reset. OK. Mm-hmm. OK. OK. OK. OK.
20:00
Speaker 2
This is Child note. Okay, that's great. Okay, that's a good thing. So we'll just wait for it to establish a connection, ma'am. Yeah, because it's actually trying to pair. So that may take time. It may take around three to four minutes before it can establish a connection. Yeah, since the parent note was actually reset to factory default, so there's a need for us to personalize the Wi-Fi settings of that. Do you have any computer available for us to be able to access the router setting?
20:00
Speaker 1
Uh, I, I can go grab my my laptop, yeah. Okay. I'll go grab it. Just opening the laptop. hold on one second it's just taking a bit there we go Apple Mm-hmm. [silence]
21:00
Speaker 2
Okay. Just let me know if the laptop is ready. So we can, it's ready. Is your laptop an Apple computer or it's Windows? It's Apple. Okay. Can we click on the Wi-Fi icon on top? And can you please try to take, yeah, I forgot to tell you. Can we please take a picture first of the Wi-Fi settings underneath the parents? Node at the bottom of the list. Is there is a parent outlined that you could see there. There is a red triangle at the end. It says, or the parents.
22:00
Speaker 1
So, the wall. Oh, okay. There we go. Okay. And then go to the...
23:00
Speaker 2
bottom, you would be able to see there a sticker. It has the Wi-Fi details like the Wi-Fi name and the password. Please take a picture of that, man. [silence] Okay, that's done. All right. Can we go to your laptop? Let's go back to your laptop. Okay. So, what is the default name of the parent node? Can you please track the picture? What's the default name there? What's the Wi-Fi name? It's ...
23:00
Speaker 1
Yep. Yep. Okay. Okay, with this password here. Hm. and it's connected.
24:00
Speaker 2
Billop setup E8. Okay. All right. Now, yeah, if you click on the Wi-Fi, are you able to see that name? Underscore valet setup E8. All right. Please select that name, ma'am, and then connect to it. Yeah, it will ask for the password, so just type in the Wi-Fi password, which is underneath the parent node as well. Okay, it says connected.
24:00
Speaker 1
Yeah. Yeah, all three of them are now. The child nodes and the parent node. Yeah. Okay. Yep. Yep, it sounds... Yeah, like, I have my own, I have my own, can I switch it to that? Yeah. Oh, sorry. Hang on one second. H G T P. Oh.
25:00
Speaker 2
All right. Can you check the parent node if it's now solid green or solid blue? Very good. That's very good. Okay, now please check if that computer is online. So try to open up a browser like Google Chrome, check if you can access any websites like YouTube or CNN. Okay, that's working. All right, would you like to personalize the name, ma'am? Because right now it's set to the backup setup. It's still on the default name. So, would you like to change it to something else? Your Yes sure. No problem. So, uh yes. On the address bar right now, can we type in HTPT/http://p://.
25:00
Speaker 1
There it is. mm-hmm. router dot local. And then enter. Okay. Yeah, I have to link this up. It says, download the Linksys app for setup. Yeah. Okay.
26:00
Speaker 2
f my router dot local yes press enter okay what what do you see on the screen do you see the uh do you do do and do you see the the image of the phone to phone okay let's just click that click the image
26:00
Speaker 1
[silence] And then I do do I put the router password in again? [silence] Okay. [silence] Okay. So I'm in here. [silence] yes. Yes. [silence] C A Yaa. Yeah. Yep. Yep. Okay. Okay. Okay. And then apply. Oh, do you have to do it for each each bandwidth here, right? Right.
27:00
Speaker 2
Okay, just click on it. Okay, and then look for Wi-Fi settings below troubleshooting. Okay, that's where you can change the Wi-Fi name as well as the Wi-Fi password. Yeah. Yes, there are actually three bands. So, would you um Yeah, we advise our customers to separate each band, ma'am. [silence]
28:00
Speaker 1
Okay. Okay. Just Okay. So for the 5GH band, I just put my name and then the same password. And then, so both are on the band GHZ1 and GHZ2. Okay. Okay.
29:00
Speaker 2
It's not all wireless devices support 5 gigahertz. Okay. So, yeah, you can actually put in your name there. Just put in the uh the 5G H Z and then for the second one you can put in your name and then put 6 BG uh yeah. You may use the same Wi-Fi password for each band. Yes. Yes, ma'am. Okay. Before you hit apply, you may take a picture of the, [silence]
29:00
Speaker 1
Okay. Okay. Okay. Perfect. Okay. Okay, and now I can apply? Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yeah. Okay. Yeah, stupid it. It just says waiting right now. [silence] Okay. [silence]
30:00
Speaker 2
Wi-Fi settings in case you might forget it, you still have a copy. [silence] Yes. Apply, then just proceed to yes. Select yes, and it's going to update the settings. That'll take a while. So you might get an error message router not found because we might get disconnected since we changed the Wi-Fi settings of this router, but that's okay. You can always reconnect to the network. [silence] We'll just wait for it to update the settings.
30:00
Speaker 1
Okay. It doesn't say waiting anymore and just oh. No. There it says router not found. You're not connected to your router. So just go retry. Okay. Yeah. Yeah. Yes, I do. Yeah. Okay. Right. Yeah.
32:00
Speaker 2
okay just click on the Wi-Fi icon now just uh... not yet this click on the Wi-Fi icon on top and check if you see your new network the new network that you set up for that router okay yes so please connect to that ma am you may connect to the 2.4 to 5 gigahertz but we suggest you connect to the two 5 gigahertz because that will give you better speed okay
32:00
Speaker 1
It's just buffering [silence] I'm gonna go stay down It's just still circling. No. No, and I checked to make sure that it was correct through all of them. It doesn't even give me an option for that. It just says, like, I named mine my last name, like the first one. And it.
33:00
Speaker 2
Is it now connected or what happened? When you put in the Wi-Fi password, ma'am, did you just copy and paste it? Okay. Can we go to Wi-Fi again? Try the 2.4 [silence]
34:00
Speaker 1
Yes. Yeah. Yeah, that's what I did cuz that was the only thing that popped up. It's trying to connect.
35:00
Speaker 2
yes the the last name just uh try to try your your main one okay which is I think that's your last name try to turn off and turn on the Wi-Fi uh [silence]
35:00
Speaker 1
No. Fine. Okay. Well, it is like glitching all.
36:00
Speaker 2
still not connecting. Do you have other wireless device ma'am aside from your laptop? Try uh try your phone. Check if you can connect to the network, to the new network.
36:00
Speaker 1
They're all solid blue. It says that my phone is connected to Wi-Fi. [silence] Yep. And I even have like a square payment machine and it's connected too. OK. [ silence ] Yes. Oh, wait, wait, wait. No, it says it's connected, but the the website, the MyRotor local, it keeps just flashing like it's like okay. Can you?[silence] Edit to audio recorder to add this speaker, switch to the right speaker, to end this recording, say wait, [silence] or click stop.
37:00
Speaker 2
okay, they, the lights right now on the parent and the child nodes, are they solid blue? Okay. Yeah, I don't know why it can not connect. It's connected to your network. Okay. Why don't we try to reboot your computer because the other wireless devices are actually connected. it's all right, it's alright, just try to open. Yeah, um, just try to open a new window.
37:00
Speaker 1
okay okay okay yep I can go to my website yep yep it's connected yep perfect okay perfect okay plugging the other one No, thank you. Perfect.
38:00
Speaker 2
and uh check if you can go to YouTube or any websites on your computer. We were actually done with the uh with the configuration, we just changed the setting, so we uh don't need that. Okay, all right. Very good, very good. So ma'am, you may relocate your child nodes. Both of the child nodes are online, so you may relocate them to where it was before. So if you do the relocation, ma'am, uh please turn on the uh put in the child, the first child node first. Okay? Uh power on the the first child node, make sure it's solid blue, it gets the signal from the parent node before you um plug in the the other one.
38:00
Speaker 1
Okay, okay. Perfect. And then for me to log into my app on the, uh, like I used to have it just on the phone like the app, but because of all this, I couldn't even get. them. I do. Yeah. Okay. Okay. Okay. Okay.
39:00
Speaker 2
Yeah. Yeah, you have the Linksys app? Oh, okay. Well, actually, ma'am, just for, just to set your expectation, with the, you, you can still use the app, but we can only use the router password to login, not your Linksys Smart Wi-Fi account. So, I believe you have a, you have a username and password there. Well, we, we're not going to be using that anymore, because they've already discontinued the Link Sys Smart Wi-Fi websites, so we might encounter some issues using your Link Sys Smart Wi-Fi account. So, uh, we can still use the app, but we can access the router. I mean, we can access the router settings locally. Yeah. Can we try to open it right now using your phone?
39:00
Speaker 1
Okay, yeah. So, do I just go manage my Wi-Fi or do I go set up a new Wi-Fi on the app? Mhm. Rout or password. It says go to your phone's Wi-Fi setting and tap on Wi-Fi. Select your once connected return here. So go to Wi-Fi. Mhm. That's the thing, though, I can't I can't go anywhere from here. That's the thing. That's what got me to call in cuz I couldn't do anything online. Okay. Mhm.
40:00
Speaker 2
and just log out from your linksys Linksys Smart Wi-Fi app now uh you can go to manage yeah you can go to manage and if it's gonna ask for um log in um just choose the option log log in using the router password [silence] well uh I believe you've already uh check uh check that one I mean you've already changed the Wi-Fi settings so no need for us to do it yeah so uh is there an option [silence] okay um can we close the app and we open.
40:00
Speaker 1
Yeah. Um, so go manage. So don't go through email. The three lines. Yes, it's the log in. It says, email manage settings at home or away from home. It says, enter email address and enter password. Or I can move it over to router password. And then it says, to log in with router password, first connect your Wi-Fi. Go to your phone's Wi-Fi setting and tap on Wi-Fi. Select your Wi-Fi from the list. Once connected, return here. I am, yeah. [silence]
41:00
Speaker 2
okay and do you see the the three line? yeah. is it asking you to log in? router password. router password ma'am. yes. are you connected already to your network using your phone? yeah. so um yeah, what are the options there? do you have um done or something? do you have
41:00
Speaker 1
on on the app or like that's all it gives me that's it I can't do anything other than this so when I go to my settings and I go to Wi-Fi it's already connected like I'm already connected and then I go back there it just sits there yeah [silence] Okay [silence]
42:00
Speaker 2
Yes. On, yes, on the app. [silence] Yeah. [silence] uh, how about this? Could we turn off your Wi-Fi and turn it back on on your phone? [silence] because maybe there's a need for you to refresh it or something because the app doesn't recognize it. [silence] So close the app first, turn off the Wi-Fi, turn it back on, and track if it will reconnect to your network. [silence]
42:00
Speaker 1
I have a 16. I believe it does. Yes. Instead of. Yeah. So like turn the wi-fi off? I don't see it there. [silence]
43:00
Speaker 2
your phone, can we detect the - megahertz can we connect to the five megahertz instead? Yeah, turn on your Wi-Fi. Turn on your Wi-Fi and check if you see the your name with the five megahertz
43:00
Speaker 1
I just pulled it up because I remember I put it under my first and last names. So it's connected. Yeah. Okay. Oh, now I'm on a terms and conditions. Oh, weird. Weird. Okay, now it like glitched out. So, manage Wi-Fi router.
44:00
Speaker 2
Okay, so you don't see it there. Not listed. Okay, so it's connected to the 5 gigahertz now. All right. So once it's connected, ma'am, try to open up the app. [silence] Okay. [silence] It's okay. Just accept it and [silence]
44:00
Speaker 1
passwords. I'm saying loading up the setting, loading the setup experience. It says terms and conditions. Linksys thanks. You yeah, so agree to it. Hmm. It's saying connect the router to your modem of source of internet. I guess plug in the nodes. Make sure everything is finished setting up. Node lights are solid. Okay. Checking for internet it says. There we go. Oh, okay here, so then I can put in. And then it wants my email, now it once my email and password after I inputted my Wi-Fi address and password. Yeah. Yeah. Closed. Yeah. Remove delete app. [silence]
45:00
Speaker 2
Okay. Um, what did it say now? Okay. Okay. I think it's uh, okay, I think it's setting up the the parent node again. Can we close that uh app? Sorry about this. Close the app. Okay. Um, can we uninstall and reinstall the app, ma'am? Because uh, actually what should happen is it's um, it's, the app should be able to get like... it should be able to say restart. Okay, sweet. Can you see that?
46:00
Speaker 1
Okay so I just redownloaded it. yeah it wants to go to terms and conditions. it wants me to set up. it says allow Len systems to find devices on local networks so allow. mm-hmm. loading the setup experience. terms and conditions. now it's going allow Len systems to find Bluetooth devices so allow. Now it's,
47:00
Speaker 2
Connected to the network, it should detect your network right away. It should not set up the router again, because the router is already set up.
47:00
Speaker 1
Yeah, it's doing the same thing over again. Yeah, yeah. Yeah. Okay. Yeah, okay. Thank you. Oh that's fine Okay Okay, yeah. Yes. Okay. Okay, yeah I do the ad, that's okay. Okay,
48:00
Speaker 2
Hi there, I'm so sorry you for that very long hold, ma'am, cuz I've actually verified this with my immediate superior, yes, yeah, actually, there's a an issue with this remote access, we are too aware of that and we need to report this to our to the IT team, okay, to our our software team, okay, that there's really an issue with the linksys app and probably there's a need for us to replicate this issue. Okay, we will just, yeah, for for now, ma'am, we can actually access the router settings by going to my router.local, if you go to your computer, yeah, for the meantime, oh yeah, we might not be able to use the linksys app, cuz again, um, yeah, there are, we're we're facing some issues with that. So, you can access
56:00
Speaker 1
Right? Yes. Perfect. Yeah, it's just loading up. It's slow right now. It's just being very slow. That's a fair.
57:00
Speaker 2
access the router settings if you log on to my router.local just like earlier yeah if you go to your computer and go to my router.local [silence] Are you using Safari or that is Google Chrome? Do you have Google Chrome?
57:00
Speaker 1
I don't have Google Chrome. Yes. Yes. Yikes. Mm-hmm.
58:00
Speaker 2
Oh, you don't have, okay. And we're still connected to your network right now on the laptop, right? Okay, if that doesn't load, ma'am, let's try https://[silence] 192.168.0.1.
58:00
Speaker 1
192. 168. 1.1. up hold. it is just sitting there.
59:00
Speaker 2
192.168.1.1 then press enter not loading can we try to
59:00
Speaker 1
I'm not sure. It's just Riddler. I don't know. How do I know if it's five or not? Yeah. Now it's trying to load. Yeah. Hmm. No. Well, it shows networks, but it doesn't tell me what they are. Like it doesn't say 5G, 2G. It doesn't say that. It just says like Riddler or Stacy Riddler. I'm connected to Stacy Riddler right now and I tested one of [silence]
60:00
Speaker 2
the uh... the Wi-Fi icon if you click on it it doesn't show the networks available [silence]
60:00
Speaker 1
Just my bookmark ones and it worked fine. What was it called? My router dot local, right? There. Now it's loading. Here we go. Yeah. I went to the first screen and then I clicked on the phone and now it's loading up the next page. Okay. And then we go admin, right? Here we go. I should almost change the the the five megahertz one. Okay, so squaredler is 2.4 and Stacey squaredler is five. Yeah. Yeah. Okay. Mhm. Okay. Okay. Okay. Okay. Yeah, I see it. Yeah.
61:00
Speaker 2
Okay. Yes, and with regard to the link this app again ma'am yes we really do apologize but uh we will try to report that. Okay? Um we will just bubble up this case. Okay? Yeah hopefully um yep they will give us some updates. Yes, because uh we are we are aware of this issue already so yeah we'll just have to replicate and um maybe we can do some workarounds with that. Okay all right thank you so much for your time miss uh Stacy this is Effie again from Linksys thank you for calling you have a great night take care. Thank you, bye bye.
63:00