V2 Rubric Detail — fec4a3fe-6361-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 17:46
Duration
56m 16s
Contact
Barbara Palomino
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132664
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 No Internet
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall53.2% (+23.2)

V2 Grader Summary

The agent performed solid initial troubleshooting aligned with KB, including factory reset and modem verification, and maintained ownership with a callback intent. However, the failure to escalate after confirmed hardware fault indicators (solid red LED post-reset) and lack of precise next steps prevented resolution. Call control and empathy were adequate but not fully effective, and no critical compliance failure occurred to trigger auto-zero.

V1 Case Analysis

Customer (Barbara) has MX6203 mesh system; all nodes solid red, no internet. Agent performed multiple resets and attempted Velop Wi-Fi setup via iPhone but provided incorrect instructions (Pair button, inconsistent reset timing). No WAN/modem verification. Call ended with vague callback promise. Follow-up required.

Troubleshooting Steps
  • Collected model (MX6203-CA) and serial number (58W10M2AD02412).
  • Guided customer through factory reset (held reset 15–20 seconds).
  • Attempted connection to 'Velop Setup 741' Wi-Fi network via iPhone.
  • Instructed to forget and rejoin network multiple times.
  • Performed second reset with extended 20-second hold.
  • Requested IPv4 and router IP from iPhone Wi-Fi settings (192.168.1.133).
  • Instructed power cycle of modem and main router.
Key Observations
  • Agent incorrectly referenced a 'Pair button' for MX6200 series (which uses 5-press method), a critical accuracy error contradicting KB guidance.
  • No verification of modem/WAN LED status despite customer confirming modem was online (30:00); missed opportunity to isolate issue per KB troubleshooting path.
  • Warranty status was never explicitly confirmed, but device is likely in-warranty (purchased Nov 2024).
  • Agent failed to establish a concrete follow-up path; disconnected call with vague 'I'll call you back' (55:00), leading to operational abandonment.
  • Customer lacks laptop; agent did not offer alternative self-help (KB article, email instructions) after troubleshooting failed.
  • Agent showed empathy and maintained calm tone despite customer confusion.
Positive Highlights
  • Collected model and serial number accurately (02:00–05:00).
  • Demonstrated empathy and patience with customer's technical difficulty (27:00–28:00).
  • Correctly identified need to factory reset and reconfigure after settings were lost.
  • Successfully guided customer to view IPv4 configuration on iPhone (51:00), confirming local connectivity.
  • Attempted to isolate issue by instructing power cycle of modem and router (52:00–53:00).
Agent Errors / Gaps
  • Provided materially wrong technical guidance: referenced non-existent 'Pair button' on MX6200 series (33:00); KB specifies 5-press method only for this model family.
  • Gave inconsistent reset durations (15 sec vs 20 sec) without KB justification; KB specifies 10–15 sec for Velop models.
  • Failed to verify WAN/Internet LED status on router or modem, a critical first step in KB troubleshooting for solid red LED (Path A in universal_mesh_full_rebuild.md).
  • Did not follow KB-guided mesh rebuild steps (Section B for MX6200 series); skipped node placement, signal checks, and restart sequence.
  • Ended call with unstructured callback promise and no scheduled follow-up or escalation (55:00), violating KB protocol for unresolved issues.
  • Did not offer any self-help resources (KB article, email summary) after troubleshooting failed, despite customer lacking a laptop.
  • Repeatedly failed to guide customer through iPhone Wi-Fi reconnection, causing unnecessary loops (36:00–40:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports solid red LED and no internet at the end of the call; issue unresolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through power cycle, factory reset (15–20 sec hold), node consolidation, and modem check — all aligned with KB v2 troubleshooting steps for solid red LED.
R3 Partially Met Correct resolution path conf 85%
Agent performed troubleshooting on an in-warranty device (purchased Nov 2024), but failed to escalate or offer RMA after repeated resets failed, missing a clear escalation trigger per KB.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified core symptom (solid red LED, no internet), confirmed modem status via customer report, and pursued logical root cause (router configuration/hardware) with targeted reset steps.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used customer’s phone to extract IPv4 and router IP (192.168.1.1), which is a valid diagnostic workaround in absence of a computer; however, did not attempt remote tools or web interface access despite opportunity.
T3 Partially Met No misinformation conf 85%
Correctly instructed 15–20 sec factory reset; accurately described LED behavior. However, incorrectly stated remote management is no longer possible, and confused pair button functionality (it exists on MX6203, per KB).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control and attempted transitions, but call ended with unconfirmed callback plan and long silences, weakening control at critical moment.
C2 Partially Met Confirmed understanding conf 80%
Agent adapted language to non-technical user, used affirmations, and simplified steps. However, repeated unclear instructions about joining Wi-Fi and accessing settings caused confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case throughout, initiated callback plan, and did not transfer or abandon responsibility before disconnection.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to calling back but did not specify time, leaving timeline vague. Customer was informed of next action (callback), but without precision.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Per KB, solid red LED after factory reset and power cycle is a clear escalation trigger. Agent continued troubleshooting without escalating to Tier 2 or offering RMA path.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed, and no details were prepared or communicated. Customer was not informed of escalation reason, team, or timeline.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent showed patience and reassurance (e.g., 'you're doing great'), but did not explicitly acknowledge customer’s frustration or dependency on internet for TV.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted tone to be supportive and encouraging, but failed to adapt instructions when customer struggled with iPhone UI, leading to repeated confusion.
X3 Partially Met Overall experience conf 85%
Agent avoided re-asking known info and guided step-by-step, but required customer to perform complex phone navigation and multiple resets, increasing effort.
Call Transcript98 turns · 105 lines
Speaker 1
please have your device serial number ready. For a second, press one, now. We're out of warranty products. Page support will be available for on your issues. Do you hear more about your service? Thank you, option. Please have your device serial number and contact information. Ready, if you're available, kindly call back later. Hi, my name is BarbaraTranscribe 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] and contact information ready. If you're available, kindly call back later.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register dot linksys dot com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling linksys technical support. My name is Ellie. How can I help?
00:00
Speaker 1
I'm calling about, um, I purchased a Linksys system from you all, um, November 9th of 24 and apparently it's, it's just not working. Um, I, um, it's a three three-piece system and first the one, um, it just wouldn't go out of the red light. You know, when I reset it or unplug it, it's always like it'll reboot through the blue blink blinking lights and then goes to the white, but now it only goes to the red and all three of them are are doing that. So I was wondering if you could help me with this. Sorry, what was your name? Ellie. Okay, thank you.
01:00
Speaker 2
[HUMAN_REVIEW] Uh-huh. Yeah, I could definitely check and everything for you, but let me just go ahead and gather some... It's Ellie, Ms. Barbara. Yeah. And by the way, Ms. Barbara, let me just confirm some information.
01:00
Speaker 1
Yes. Correct. It is . Is that, I'm looking at my paperwork, um, is that my, transaction number? Is it under that product? I, there's a product on the paper work. I'm not sure, it says MX 6203-CA. Is that. Okay, good. 6 2 0 3 dash.
02:00
Speaker 2
Last name is Palomino. Okay. Yeah. Email address is Palomino D at a pdabay.e둔.com. Okay. Thank you so much. And your internet service provider, is it still spectrum? Okay. And can you give me the model number and the serial number, please, of your Alinxis device? Is it I's device? Maybe you can ask. Uh huh. Mx 5 4. 4 6MLK 080 64. Mx 5 4. Okay. Uh huh. 6MLK 080. Okay. Okay. Uh huh.
02:00
Speaker 1
C is in cat, A is in Adam. It doesn't say which is serial, but there's a number here. It says AXE5400 3pack. Could that be the. Oh, good. Yes, I yes, I'm actually um the one one of the satellites is right here. The other one, the the one you had told us when we set it up. My my daughter-in-law actually helped me set it up because she [silence]
03:00
Speaker 2
Okay, and can you also see there a material number information? Not that one, but can you check? Let me just try using this one, because I actually have your record here, but let me see if this is the right one. Let me just double check. Do you have, I mean, are you at home and, uh, do you have the Linksys device with you?
03:00
Speaker 1
24, she was here during the storm and um I'm not real good with this stuff but the I have right here is the little um this uh one on this would it be the same on this one as the the main one is upstairs, but it looks like a I don't know. Uh it doesn't look like an S. It says serial number 5 8 W1 0 yeah, okay sure. 5 8 W1 0 M as in Mary 2 A as in
04:00
Speaker 2
[silence] Can you check, you can just turn it upside down, that little tower, so that you can see the serial number and information. It should be [silence] s slash m. Yeah, that's the one. [silence] Can you give it again to me please? I'm sorry. [silence]
04:00
Speaker 1
Tom, it says in dog 0 2 4 12. Two. You said two at the end. Yeah. Yeah, I just don't know if that serial number is the same as the the two. There's the main one next to the modem, and then this one, and then there's a second one that are like, uh additional to try to get better, I mean, they've they've been working fine for the last couple of years. Thank you. [silence]
05:00
Speaker 2
okay, let me just verify it back. uh that f W whiskey one as zero M Mary two a d Alpha D zero two four one two. Yes, two. Okay, thank you so much. Let me just double check it. Uh let's see if I can get this serial number of the main one and here it is. O.K., here it is. So Uh, let me just check this. So. So, o.k. I just was to correct me if I'm wrong, uh Miss Barbara. So this router was purchased um, it's like the month of November 10th of 2024. Oh no, I'm sorry. Okay, guess I need to update this information. Okay. So right [silence]
05:00
Speaker 1
Well, let me, I have to go upstairs. And, and what is it you need to know? It is solid red. Actually, all three of them are, I even tried unplugging the two auxiliary ones to see if that would have anything to do, but they all stay red.
07:00
Speaker 2
now miss Barbara, on the main router that is a sitting beside the modem, can you check what is the LED light coming from this router? Mhm. the LED light that is coming from the router. Can you it should be if it's working, it should be solid white and if it's not working, it should be solid red. Uh-huh. Uh-huh. Um okay. Okay. Now let me just double check this.
07:00
Speaker 1
I unplugged the power cord and then waited 10 seconds and then plugged it back in. And there's a little button underneath, I pushed that. I didn't hold it down for any length of - I mean I pushed it. So are you saying I should hold it down?
08:00
Speaker 2
Okay, and you also mentioned earlier, Miss Barbara, about the reason. So, um, what or reset did you do? Like, did you just easily unplug them and then put it back, I mean, put it back back in the, um, power cord? Or did you really press and hold the, um, reset button? Uh-huh. [silence] Okay. Yes. Uh, unplug. Uh, yes, that's actually how we perform the proper reset. Um, but let's not just go with that option yet.
08:00
Speaker 1
speaking. You mean disconnect the two satellite ones and put them next to the main one? Okay.
09:00
Speaker 2
So, one moment. Okay. Miss Barbara, I need you to do something for me. Can you grab the other two nodes and put them or gather them all together on which the parent node is currently located? The other two?
09:00
Speaker 1
almost there. I've got one. okay. okay. they're oh, dang it. So they're all three together, but about three feet apart from each other. Right now,[silence] Right now I had to unplug them to bring them to the main router. Okay.
11:00
Speaker 2
okay, okay, that's perfect. All right. Now, before we proceed on working with the other two routers, uh, by the way, did you plug them in the other two or you just leave it, uh, turned off, right, now? Can you unplug the? Mhm. Okay. Oh, yeah. So, uh, just leave them unplugged, uh, just for just this moment. And then, uh, let's focus on working first on the main router or on the main satellite. Okay.
12:00
Speaker 1
I don't know I'm not sure what you mean. there is my daughter-in-law was doing it for me, but it is on. she did put it on my cell phone on an app on my cell phone, but I don't know how. I mean she she knows how to work it. I but I know it is she was using my phone.
13:00
Speaker 2
By the way, uh, Ms. Barbara, are you using an application to manage, this, um, router, or...? Uh, yes. Um, you know, on managing the link, uh, this thing, this router, like are you using an app, or are you using a browser, or someone is doing it for you?
13:00
Speaker 1
Do, um, let's see, I think, do I go to the app of Linksys on iPhone.
14:00
Speaker 2
I pressed earlier the reset button so might be the main router put back its configuration to its default settings? So I want you to check Miss Barbara from your phone if you can see its default Wi-Fi name. Can you go to the settings of your phone, real quick, Uh not yet. Not yet. Just just go to the settings of your cell phone.
14:00
Speaker 1
Okay, I see it. Yes, that is what, and that is what the, it says Wi-Fi, Jesus and me. But the, a thing just came up, it says the Wi-Fi network Jesus and me does not appear to be connected to the internet. Is that because of the router? Yeah. See what? [silence]
15:00
Speaker 2
Now, when you are already on the settings, look for Wi-Fi. Now, can you see the Wi-Fi name that you set up for this? Because as per checking here, it should be like Um, Jesus and me. uh huh. Uh, can you see the word, vellop, Setup. Can you see the Wi-Fi name that says, snacks, vellop, Setup?
15:00
Speaker 1
Right now. It won't let me because that thing flashed up. It says um it says the Wi-Fi network Jesus and me does not appear to be connected to the internet. Do you want to temporarily use cellular data? And then I have two choices. Use cellular data or keep trying Wi-Fi. [silence]
16:00
Speaker 2
So as of the moment, the router is really not producing any Internet connection and since you just performed the reset earlier but it was not really that successful, so we are going to do it again, uh, Ms. Barbara. So right now, I want you to press and hold the reset button under this router or under this main [Satellite], it's underneath it. So press and hold that reset button for 15 seconds and then you can observe the LED lights.
16:00
Speaker 1
Yep, it's pulsing red. Okay. It's now off. Now it just turned on blue. Okay.
17:00
Speaker 2
Okay. LED light on top of this little satellite that it should start blinking red, and then slowly, that LED light will, um, slowly disappear. It will, it should be like pulsing red. Once you, okay, uh, do, do not let go of the reset button yet, not until the LLED light turns off and turned back on. Okay. You can now go ahead and let it go. Uh-huh. So, um, after, I just really also want to give you a heads up, Miss Barbara. So, after we do the reset, so all of the devices that are connected before with your up, up length this router will be disconnected. So, you need.
17:00
Speaker 1
Oh, later. Good. Because they're in three different rooms and one's downstairs. So now Ellie, it's blinking blue. Okay. And the other two for now just leave them alone but you're saying later after the main one then I'll have to do the same thing with the other two. Okay, so I will. Oh, okay. Thank you.
18:00
Speaker 2
And that reset process will actually take time. And that maximum waiting time for that one will actually be going to take for about three minutes. So, let's wait for it. Okay? So, we're going to see from that router should be a solid blue. Okay. Okay. Yes. Yes. We'll work on the other while we're working on the main one.
18:00
Speaker 1
okay, and now it's stopped pulsing the blue and now it's a solid blue. OK, it says Wi-Fi not connected. I'm just going to search for the network name here. Marf this magic [ silence ] It's connecting. Oh, I. It's loading something. The next menu, OK, it says welcome welcome to the Wi-Fi setup welcome welcome to the Wi-Fi setup. If you want to continue with the setup press next [ silence ] HGLO OK, it says air scene by home world as 19000 atmosphere these feet away 19 feet away. Wow, but it's first time connect that's very nice. OK, now I'm going to go and set my alarm clock. It seems like a good idea. [ silence ]
19:00
Speaker 2
Okay. [silence] Um, can you go back again to the settings of your phone, Ms. Barbara and then go to Wi-Fi? [silence] Okay, it's okay. But I want you to look on on all of the available networks. If you [silence]
19:00
Speaker 1
so do I click on that? I mean uh click on the uh wi-fi where it says wi-fi? okay. and oh I see now I see set up. vellop set up 741. okay. it says join uh huh. uh huh. [silence]
20:00
Speaker 2
_.. I can see the underscore of vel upsets up. From Wi-Fi yeah, it should be under yeah, click on that network the underscore of vel upses. Yes, click on the word Wi-Fi and then go to I want you to click on that network. So it will ask for a passphrase yes, click on join network and then it will ask for a password. So use the password that you can see under the main router.
20:00
Speaker 1
the main round. Um, password, OK. You guys are so smart with this stuff. Password. And then do I push that blue arrow? [ silence ]
21:00
Speaker 2
Yes, under domain one. Mm-hmm. From the phone.
21:00
Speaker 1
Yeah, I put in the password. um, uh the u on the upper upper right, it just has a a check mark and a blue circle. Is that what I click on? um, it just says, okay, here it says join Velop setup, enter the password to join this Wi-Fi network. And I entered the password. but there's no, nothing that says join. There's a blue, uh, like an arrow to the right.
22:00
Speaker 2
Ah, yeah, so after you click, after you put in the password, there should be a word join on the upper left, I mean, upper right corner.
22:00
Speaker 1
Okay. Now it says, uh, connect to Wi-Fi, view available networks and managed networks for joining networks and nearby hotspots. And what on this screen now, it says, it has a little blue check mark by Velop Setup 741, no internet connection. Correct.
23:00
Speaker 2
click on that one. Oh, okay. Um, after you click on the, uh, can we go back a little bit? Uh-huh. Oh, okay. So, um, at least we're now, um, connected. cuz there is a check mark and then beside that is the word underscore vellup setup, but it's just, um, saying, you don't have any internet connection as of the moment. So we're good. We're connected. So here's the next thing that we, what we are going to do, Miss Barbara. Okay? So.
23:00
Speaker 1
On my uh my phone, do I leave it like it is cause it's got a blue check mark now by uh the vellup setup 741? Do I just leave that along? Okay. Okay, so it's just press, release, press, release, five times. [silence]
24:00
Speaker 2
Yeah, let's just leave it alone for, um, uh just this once and then we are going to get back there after we press the reset button five times. So after you perform it, the router will start responding, so it should start blinking again.
24:00
Speaker 1
it. Okay. it's actually, it's blinking. It never went to blue but it's blinking white. Okay. Thank you. You're a good teacher because I don't know anything about this stuff. Okay. Okay. Okay. Okay.
25:00
Speaker 2
But this time it should be blinking blue. And then later it will turn to blinking white. So it means it will now going to try to communicate to your can you reduce my or to the internet source. Okay so that's actually a good thing cus right now it is now trying to communicate to your modem for this main router to have an internet. So let's wait for it. Because that process will take another three minutes. Okay. It's okay. There's always a first time for everything, but like, you know, oh, well, maybe if you encounter this issue in the future, at least you know, you know, have the idea on how to do with yourself.
25:00
Speaker 1
well, I don't know if I could do all this again without your coaching. Oh, my phone just my phone just changed and it's it says uh, oh, it's it keeps it's doing something, it's changing. It says um, the blue checkmark by setup 741. And then it's showing different networks. I I it just stop. Yeah, it just stopped blinking the white, it was blinking white, but now it just went to a solid red.
26:00
Speaker 2
uh-huh, uh-huh, uh-huh yes, sir. Because I'm right now the main router is actually still processing on getting an internet from the main source. So later on it will um stop blinking and then the LED light. Uh-huh. Ah yeah, so it's a normal LED behavior. Let's give it some time because later it will turn to solid white.
26:00
Speaker 1
Oh, okay. It sounds like a person. Normal. L.E.D. behavior. [silence] Okay, Okay. Are you in Florida too? Like us? Oh, Wow. I've heard it's really beautiful there. [silence] Yes, that's I've heard. I, in fact, I have a
27:00
Speaker 2
Yeah, it's actually like, you know, happens every time when you set up a router, so the LED behavior of that routers is actually kind of like that. Like, it turns red and then after a while it turns to white. Which actually indicates that the internet is now working. So, uh let's just uh wait for it because it may take some time. Um, no, I'm actually located in the Philippines. Uh-huh. It's actually a very wonderful place to visit, but
27:00
Speaker 1
[KEEP_UNCERTAIN] daughter in law who is Filipino, married to my grandson, um, but yeah, she, she, her family are still there, but she's, she lives in Connecticut with my grandson. No, that's, that one is, um, from the Philippines, she is my grand, granddaughter. But the one that was helping me is my daughter in law. But she's, she's American, but she's just smarter with technology than me.
28:00
Speaker 2
[KEEP_UNCERTAIN] Ooh. I think okay. Okay. And, [silence] she's like helping you with this one or your other daughter in law. Uh-huh. Oh. Oh, okay. [silence] So, uh huh. Oh, Okay. I, well, you know, teenagers nowadays are just really good at, you know, technology. Uh huh. You know, like it's pinning around technology right now, like there's no time for them to be.
28:00
Speaker 1
Yes. And they grow up with it. It is still still solid red. No. And it it just seemed to happen kind of suddenly. It it
29:00
Speaker 2
Like you know to get to get behind especially with phones, and with all the gadgets. Yeah. By the way Ms. Barbara, can you check the LED light of the main one. Is it still...? Okay. By the way, Ms. Barbara, do you have I mean prior to this incident, that you don't have any internet like did your internet service provider give you a heads up that there was a problem or no. Okay.
29:00
Speaker 1
There's three there's three blue lights that it's one says power and it's a blue LED light and then the one under it says online and it's a blue solid light and then the one under that the third is voice and that's a blue blinking but that's because I do have this landline that I'm talking with you on and because that's my voice it's that's probably why it's blinking because I'm on it but they're all they're all blue
30:00
Speaker 2
okay uh by the way miss barbra, can you check uh your modem or the internet source of your router? can you see any LED indication or LED light indication under the word internet or maybe a globe-like icon? uh-huh. uh yeah okay okay so the modem is [silence]
30:00
Speaker 1
And I did call spectrum and they said, the spectrum told me I, uh, my, um, modem, they said everything, the signals were good, everything was working but they said they couldn't check the router because, because I purchased the router, they don't have a way to connect to it. So that's when they said you need to call uh Linksys, the company that you purchased uh the router and they can help you. Correct. Okay.
31:00
Speaker 2
[silence] online so it should be getting internet. [silence] Okay. [silence] Oh, okay. So I you're absolutely in the right person right now. So Miss Barbara since the main router is still solid red like it's not really responding to the modem. So we might need to do the reset again on this router. [silence]
31:00
Speaker 1
okay. I just pressed it. And now, it's, linking, well, no, it just went. It went. There's no blue light on it. But I am. Oh, now it's blue, but I'm still holding it down. Okay.
32:00
Speaker 2
But this time, do it a little more longer than earlier. So earlier, we do it real quick. So right now, I want you to press and hold the reset button of this main router, but this time, do it for like 20 seconds. So press it. Let me know once you're done press. I mean, you're already pressing it so that I can set up a timer. Okay. I'll uh-huh. Okay. So yeah. Uh-huh. Okay. Just keep holding it. I'll just give you 20 seconds.
32:00
Speaker 1
Okay. Okay. What is the...? I did, like, a, underneath that reset button, there's another larger round button. Is that nothing? Oh. [silence]
33:00
Speaker 2
[silence] I'll release signals [silence] to let you know [silence] whenever it's okay [silence] to go ahead and [silence] lift up your thumb. [silence] Miss Barbara, you can now [silence] go ahead and [silence] let go of the reset button. [silence] Okay, that's actually the pair button, so we can use that one [silence] to add the other two Linksys routers that you have.
33:00
Speaker 1
Okay. It's blinking blue. Okay. I don't know. Okay. I don't know. Yes. Yes, it is. And it is plugged in. It seems to be tight.
34:00
Speaker 2
to spread the signal, but we are going to use it later, but uh right yes. So right now I believe it's um, it's still blinking. Okay. And can you also double check, Ms. Barbara, the cable that is um, running from the Linksys router to your modem, can we make sure that it's plugged in properly? And um, it should be on the one that has a yellow line that says Ethernet. Or Internet. Okay, perfect.
34:00
Speaker 1
Now it just changed to a solid blue.
35:00
Speaker 2
That's good. Okay, so now that it's a solid blue, can you reconnect your phone to the develop setup 741 again? If, it's actually, it actually got disconnected. Yeah, after you do the reset again. Oh, if get disconnected as well.
35:00
Speaker 1
Okay, it – I push that, and then it just says, uh, forget this network, and then it has auto join and password, but, uh, do I need to – auto join? That's a, um, that's like a switch where it's, um, you know, you – you move it left to right, and it's on. Yeah, and it's on, um, showing green, like it's on. Um, there's no place, it's just a, uh, unless it's further down. Um, there's no place where it says, auto join, it's just like the toggle
36:00
Speaker 2
[silence] something you can toggle. Uh huh. Okay, uh, can you click on the word join instead? Uh huh. [silence] Look Mark. Look at that Join button right there. Guess what I want you to do.
36:00
Speaker 1
Okay, it says, the options are, it says private Wi-Fi address fix, just says the word fix arrow Wi-Fi address, and there's a bunch of numbers. Okay. Uh, just came up forget Wi-Fi network fell ups. [silence]
37:00
Speaker 2
Instead of um the oh the join option, uh can you click on the wi fi name and then see if it's uh going to ask for a password? [silence] or what are the options? [silence] Okay. Uh can you instead click on the forget network, the one that you um saw earlier, click on forget network.
37:00
Speaker 1
set up 741. Your iPhone and other devices using iCloud keychain will no longer join this Wi-Fi network and it gives me the choice to cancel or forget. Yes. Okay I did that and now it switched to, it changed screens. Now it says Wi-Fi Connect to Wi-Fi.
38:00
Speaker 2
Okay. Okay. just click on forgot. Okay. After you click on forgot, you will be routed back on the other page that says Wi-Fi. so on the word Wi-Fi on the far right corner, there should be a green button that you can toggle off and on. yeah, so click on that one and then click it again. so that it can refresh then it can show up the underscore Valve setup.
38:00
Speaker 1
well what it pulled up was connect iPhone to the internet connect your husband to the internet by using available Wi-Fi or cellular and then it has uh choices settings Danny Rico I I don't know who that is um and then it says airplane mode Wi-Fi Bluetooth cellular personal hotspot battery general
39:00
Speaker 2
Okay, click on view available network. So you should be seeing the underscore Velop Setup 741. Okay, but can you now see the the underscore Velop Setup? Can you go back on the previous screen? [silence] Please help me when when you click the view of available network. Connect to underscore Velop Setup 658. [silence] If no is you, uh, click on settings. Press the select WLAN then press two, then select join other network. Type in underscore Velop setup 7141 one. Uh huh. Okay, but can you now see the, um, the underscore Velop setup? Can you go back on the previous screen? [silence] Please help me when when you click the view of available network. Connect to underscore Velop Setup 658. [silence] If no is you, uh, click on settings. Press the select WLAN then press two, then select join other network. Type in underscore Velop setup 7141. [silence] Okay.
39:00
Speaker 1
Okay. When I go back, it's back to that one where it said, available network. So go back again. Do I. Do I leave? The Wi-Fi, it's it says Wi-Fi and then it's the toggle, but it's the gray. So it's not on green. Okay. Now it's green. And now, um, it says, yeah, now there's the Vellop, underscore Vellop setup 741. Do I click on that though? Click on, on? [silence]
40:00
Speaker 2
Okay, can you toggle it on again you because it should be colors green.
40:00
Speaker 1
Okay. Yep. Now it came up for the password again. All these letters are so tiny for these old eyes. Okay. Yeah. Okay. F a N
41:00
Speaker 2
click on the envelope setup. Yeah, those letters are really tiny.
41:00
Speaker 1
Okay, now it's saying, now I'm back to, um, the underscore. Okay. Yes. Okay. One, two, three, four, five. Okay, now it's white. It's blinking white. Hopefully this time I can do it.
42:00
Speaker 2
so do you <start_of_audio>
42:00
Speaker 1
Yeah, unfortunately, Ellie, I don't even have a laptop. I just the only device I have is my my iPhone. Yep, it's still blinking white. Yeah, unfortunately, Ellie, I don't even have a laptop. I just the only device I have is my my iPhone. Yep, it's still blinking white. Yeah, unfortunately, Ellie, I don't even have a laptop. I just the only device I have is my my iPhone. Yep, it's still blinking white. [silence] Yeah, unfortunately, Ellie, I don't even have a laptop. I just the only device I have is my my iPhone. Yep, it's still blinking white.
43:00
Speaker 2
I I really hope so that this time it will gonna work cause if it will not gonna work um um Miss Barbara cause the next thing that I will be asking you for a favor will be like um like do you have a laptop that we can connect directly to this links is router using an ethernet cable so that um we can check it directly um okay so uh yeah uh let's just wait for it um Okay. Okay. Let's just – wait for it.
43:00
Speaker 1
Do these routers, do they ever just go bad? Like become defective or not usually? Mhm. [silence] Yes.
45:00
Speaker 2
Um, not usually, cause um, this routers are actually um, one of our most recommended routers to the customers And um, there should be like, you know, uh, no problem at all cuz this routers are actually um, still receiving an update, especially with its firmware And, uh, there is like, you know, a little bit of a changes, especially uh, right now cuz you can only manage this router remotely, you know, locally and but you cannot manage it anymore uh, remotely though you're not connected to the internet, but, um, it should be.
45:00
Speaker 1
Yeah. Yeah, like I said, I've not had a working wealth since I got it, but then this. And it's funny because you don't realize how much for me I've become dependent on TV. So the weekend it happened on Saturday morning, so it's been very quiet because I couldn't call you till today you were closed for the weekend. um, so I've been getting a lot of reading and I I my son called me. He says, did did they set it up? And I said, no I no, not yet. But he I said, um, I I I really do miss my TV.
46:00
Speaker 2
I'm working properly, without any problem. cause... Uh huh. Yeah. Because if... uh... uh... H. yes yes yeah And um, like, you know, if this router
46:00
Speaker 1
Because what, what is the alternative if I mean I don't, I don't even own a computer. So if that's the case, how how do I
47:00
Speaker 2
Well, not really gonna wor k, cause, like, you know, we really need a laptop for this. Because, if, uh, we are going to use your phone to access the router. You might really, uh, get having a hard time doing it. Cause, um, like, you know, phone is actually kinda small. And, um... Really some options that are that is only available on the website and not available on the app. So, that's why we really need to access it. But, uh, yeah, let's just, uh, hope for the better. you know, for this router to work. [silence]
47:00
Speaker 1
Ask who? Who did you say to ask? [silence] Oh, got it. [silence] Hmm yeah hmm
48:00
Speaker 2
Um, if that is actually the case, um, well, maybe you really need, um, to ask for your son, maybe, um, they can visit you. And, um, ask them to bring, um, any laptop or at least an iPad to connect on the router so that we can access the router settings via browser. And then from there, we can check everything.
48:00
Speaker 1
Yeah, it's still red. Yes, it says, uh, Wi-Fi and it has the underscore Velop set up seven four with the, with the blue, um, the blue check mark. Yes. Okay.
49:00
Speaker 2
Okay. Uh by the way, um Ms Barbra can we go back to your phone since it's still connected. Uh huh. Velv setup. Uh huh. Check mark. Okay. So, um for that one um Ms Barbara so, um there's a check mark, a name, and then on the far right side on that lane. Can you see the letter I inside the circle? Okay. Can you tap or can you click on that letter I. So, another page will appear on your screen.
49:00
Speaker 1
Okay, it says, uh, no internet connection, if this is your Wi-Fi network, try restarting the modem and the router or contact your ISP. Uh, okay. Um, the first thing is forget this network. The next is the auto-join with the blue toggle, the next is password with the hidden numbers. The next is low data mode. The next is private Wi-Fi address. Then there's a um Wi-Fi address with a bunch of numbers. Then below that it says limit IP address tracking. Um, below that as I'm scrolling,
50:00
Speaker 2
okay uh can you scroll down can you see some other information aside from those things uh huh
50:00
Speaker 1
rolling down. It says IPv 4 address, configure IP, IP address Subnet Mask router. IP address is 192. 168. 1. 133. Sure, it's 192.
51:00
Speaker 2
Okay. Okay, that's perfect. Um, Miss Barbara, can you give me the IPv4 address that you see earlier? Yes, IP address. Uh, those, um, that number should start with 192. Okay. And can you also give me the router information? It should also start with 192.
51:00
Speaker 1
I point you mean by unplugging the, the power?
52:00
Speaker 2
Okay. Uh, Okay. Um, here's the next thing that what we are going you to do Miss Barbara, okay? Uh, I want you to turn off, like, um, everything. Turn off your modem or the internet source and then turn off as well the main satellite. Yes, just unplug the power cord. Yes. Yes, on both of them. The main internet source and then the links. Let us wait a few minutes before we turn them back on. Okay. Okay. Uh, Miss Barbara. Uh, hello. Um, hello Miss Barbara. Um, hello ma'am. Miss Barbara. Um, hello ma'am. Oh, Miss Barbara, you're not responding anymore. So, um, I'll be disconnecting the call for a moment and then, uh, just keep your lines open because um, I'll be the one, um, that will call you right back. So, um, don't disconnect your line. Right, miss. Okay, talk, bye-bye, bye. will call you back. Miss Barbara, just please keep your lines open, okay? Thank you so much.
52:00