V2 Rubric Detail — fec6cede-7bc8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 19:04
Duration
96m 50s
Contact
Elizabeth Bears-Falkenburgh
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136586
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_MR9000
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.86/5
Overall62.6% (+6.6)

V2 Grader Summary

The agent successfully restored internet connectivity through factory reset and WiFi reconfiguration, meeting resolution criteria. However, critical technical inaccuracies—particularly misapplying the 5-press reset to an EA-series router and confusing password procedures—undermined efficiency and increased customer effort. Communication was generally effective but lacked consistent adaptation to the customer's frustration levels, resulting in partially met scores for call control and customer experience adaptation.

V1 Case Analysis

Customer unable to access router admin or Wi-Fi after prior changes. Agent performed power-cycle, incorrect 5-press reset, Ethernet connection, admin password recovery via five-digit key, and re-configured 2.4/5 GHz SSIDs and passwords. Customer briefly tested internet access via YouTube but original issues not fully confirmed.

Troubleshooting Steps
  • Power-cycled modem, router, and client devices.
  • Incorrectly instructed 5-press reset (not a factory reset and not supported as a recovery step).
  • Guided Ethernet connection to router to access 192.168.1.1.
  • Used five-digit recovery key to reset admin password via myrouter.local (correct for some models).
  • Re-configured 2.4/5 GHz SSIDs and passwords and applied changes.
Key Observations
  • Agent never confirmed router model, limiting targeted guidance. 5-press method was incorrectly described as a reset/factory reset step (contradicts KB: 5-press is an escalation tool, not a reset).
  • Inconsistent URL guidance: alternated between 192.168.1.1, myrouter.local, and myrouter.info without confirming the correct interface for the customer's model.
  • Admin password recovery via five-digit key was correctly performed (per linksys_now_login_admin.md), but the agent did not clarify that this is distinct from Wi-Fi password changes.
  • Wi-Fi SSID/password changes were completed, but the customer's original issues (Wi-Fi not broadcasting, admin access) were not fully re-validated after changes.
  • Call contained excessive loops, repeated instructions, and unclear explanations, reducing efficiency.
Positive Highlights
  • Agent remained patient and persistent despite customer frustration and technical difficulty.
  • Successfully guided the customer to connect via Ethernet and access the router’s web interface.
  • Correctly used the five-digit recovery key to reset the admin password (per linksys_now_login_admin.md).
  • Completed the requested Wi-Fi SSID and password changes per customer specifications.
  • Customer expressed gratitude at the end of the call, indicating perceived resolution.
Agent Errors / Gaps
  • Incorrectly described the 5-press method as a factory reset (transcript [23:00]–[24:00]). Per universal_5press_models.md, 5-press does NOT erase settings and is not a reset procedure. This is a critical technical error.
  • Failed to collect product model/serial despite troubleshooting a complex setup issue, limiting targeted guidance.
  • Inconsistent and potentially incorrect URL guidance: alternated between 192.168.1.1, myrouter.local, and myrouter.info without confirming the customer's router interface type. Per KB, SPNM6 models use myrouter.info, while most others use 192.168.1.1 or myrouter.local.
  • Did not re-validate that Wi-Fi was broadcasting or that admin access was restored after changes. Only a brief YouTube test was performed, leaving the original issues unresolved.
  • Provided confusing and contradictory instructions during Wi-Fi reconnection attempts (transcript [33:00]–[36:00]), leading to customer frustration and inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed 2.4 GHz and 5 GHz bands are broadcasting, YouTube plays, customer states 'you've been great'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through power-cycle, factory reset, Ethernet test, and WiFi reconfiguration but began with incorrect 5-press reset method and inefficient steps
R3 Met Correct resolution path conf 90%
Agent conducted best-effort troubleshooting (reset, password recovery, WiFi re-config) without dismissing customer or citing warranty status
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (blinking blue → pink LED, no internet) and asked about outages but failed to confirm router model early, leading to misdiagnosis of reset method
T2 Not Met Appropriate tools / resources used conf 100%
Agent instructed invalid 5-press reset on EA-series router (contradicted by KB) and failed to use LED state to confirm setup mode before proceeding
T3 Not Met No misinformation conf 95%
Agent provided inaccurate statements: claimed 5-press reset applies to all models, confused router admin password with label password, and misrepresented password requirements
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained call flow but used vague prompts ('okay', 'let’s try again') and lost direction during Windows navigation, requiring repeated redirection
C2 Partially Met Confirmed understanding conf 70%
Agent used empathetic language but did not adapt technical terms or confirm understanding during complex UI steps, especially around password procedures
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, performed all troubleshooting, and did not transfer or abandon the customer
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps ('wait 2–3 minutes, test YouTube') and confirmed resolution before closing the call
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this was first contact with no handoff context required
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted due to successful resolution
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this touch
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized multiple times ('I do apologize, ma'am'), acknowledged frustration, and remained courteous throughout the interaction
X2 Partially Met Tone & rapport conf 70%
Agent showed empathy but used a one-size-fits-all technical tone, failing to adjust pacing or simplify steps during customer confusion about network settings
X3 Not Met Overall experience conf 95%
Customer had to repeat 'forget network' steps, crawl under desk for Ethernet cable, and navigate Windows settings multiple times due to unclear instructions
Call Transcript120 turns · 143 lines
Speaker 2
Welcome to Links' Support. To ensure quality service, your call may be monitored. Certain products will have support, while discontune products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Yes. Hello. Yes, hello. Uh, my internet, I mean my router is totally scrood up. Okay. I spent five hours, no, four hours on the phone last night. Five hours it was. With three different, um,
13:00
Speaker 2
Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you today?
13:00
Speaker 1
Okay. I need to speak to somebody and have them walk me through fixing this thing because it's totally messed up now. It doesn't want to reboot. It doesn't. It goes from a blinking blue to a to a pink. It doesn't recognize the ump. It doesn't recognize the um. He had me do the 192.168.1.1. robot [silence] it doesn't recognize that. Um, it doesn't recognize 1.0.115.1.1. You know, I don't know what to do with this thing. So, hopefully you'll be able to hit. Yeah. [silence] I've done that. We've done that 500 times, okay? I I've unplugged the modem. I've unplugged the router, I've unplugged my computer. I've done all that stuff. Um, and now I can't find the paper and I don't think and I think it the computer closed or I couldn't get into the the chat thing to copy it all. You know what I'm saying? Cuz he told me that he left me a summation of what
14:00
Speaker 2
I do apologize, ma'am, you experienced this issue with our router. Let me just double check. Uh, the reason why you're calling it's because the router turned solid, pink other light device other than this. Okay. Did you try to hit the reset button for the device? Okay. Uh, yeah. just to confirm, ma'am, prior to calling us here, have you experienced network outages or power outages
15:00
Speaker 1
Okay. I was so tired by the time he told me to call in the morning but uh, I had doctor's appointment today so I couldn't call this morning. Um, so that's what happened is that now what when I went to do the blink cameras, the blink cameras wouldn't take it, okay? And so he was troubleshooting it with me as far as the the name on the 2.4 GHz thing and the 5.0 GHz. We went through all that stuff. Um, I don't understand. I want to get the router back to factory specs now. And then I'll try this again. You know what I mean? But it it's totally messed up now because I don't know what he did. You know what I'm saying? I don't know all that stuff. I can't tell.
17:00
Speaker 2
So supposed to be, ma'am, you're what you're trying to do is you're trying to The Wi-Fi bands however, it it has been messed up.
17:00
Speaker 1
tell you well he did this and he did this step to that step the other thing because I couldn't save the chat you know what I'm saying yeah okay okay I I tried that okay go ahead alright so right now I I I unplugged everything out of the back of this thing I'm going to put you on speaker phone so that I can do whatever you tell me to do hold on all right can you still hear me okay alright so I unplugged it totally okay
18:00
Speaker 2
Okay. All right. So, yeah, we'll try to go ahead and proceed so you can have your internet back again. Now. I'm just to inform you. The moment you hit, you hit the reset button of the link exchange router, what you have done so far is you've deleted your current router settings, including your current Wi-Fi name and Wi-Fi password. So, meaning to say, you are going to set it up from the scratch or from the beginning that you have your router. Okay. All right. So, Yes.
18:00
Speaker 1
It's not hooked up to my modem. Okay. So, what am I supposed to do? Okay. Hold on. I take the Ethernet cable first. Hold on. That's the black one here. That's the one that's connected to the back of the cable modem, right? And I put it in. It says internet, right? Okay. Just making sure. Okay. Now, I have a power cord. Right? Okay. I put the power cord in.
19:00
Speaker 2
All right, try to put back again the ethernet cable, ma'am. The device is already in a setup mode. All we need to do is set it up. You don't need to remove anything. Yes, it's the internet port. Yes, yeah. Yeah, it's okay, ma'am. It's in a setup mode. You need to set it up again. That's normal. That should be the light once you reset it. Just wait for it. Can you confirm to me what's the serial number of your router? How many total of Linsecs devices do you have? Is this the same model? Okay. All right. So was your, no. Who's your internet service provider? Okay. Let me create first a record for you in the system. May I have your first name and last name? I'm sorry, that's F-A-L-K-A-N. how about email address? got it. so right now ma'am, what's the light indicator showing for this router? I think. okay. so at the back of the router, ma'am, just to double check, you only have one ethernet cable connected in the internet port, correct? [silence]
19:00
Speaker 1
that's, it. That's, it. It goes to the back of the modem. Well, it has the cable wire that screws into it. The back of the modem has the cable. What the um from cable, that comes out from the street. You screw the cable into the back of the modem. Okay. And then I have two phone lines in there, and a power cord, and the whatever cord that's called that goes from on the back of the modem in the um, I guess it's the Ethernet uh port to the internet port on the Linksys. You follow?
23:00
Speaker 2
The same as the modem, only one also, a Internet court, okay, all right, try to click the reset, yes, try to click the reset button five times, one press per one second, not too fast, um, if it is already change in color, a solid black But it is still not getting an IP address, try to power...
23:00
Speaker 1
One, two, three, four, five. It's pink and, it's pink now and it's blinking. Okay. So you staying on the line? Okay, okay. I just want to say, why don't when the AI people, okay? Um, those are robots, right?
24:00
Speaker 2
I know Ma'am if the device the Lynx's device ties to sweet collor it's from pink okay give it a maximum waiting time of 7 minutes this device should turn solid blue yeah of course I'm sorry did you try to
24:00
Speaker 1
The chat people, the chat AI things, okay? Those are robots, right? Right. Why doesn't Lenk please, um, keep the chat that you have with them? Or maybe that's a suggestion. No, no, no. Listen to what I'm saying. I, I got on the phone yesterday afternoon at one o'clock with the AI people. I went through four AI people because every time they had me disconnect the router from the, um, the unplugged, the router, I lost the chat. You understand? I would lose internet every time I unplugged the router to reset it. So, when we got to the point where they were troubleshooting it and then it got to the point where they wanted me to disconnect my modem and disconnect [ silence ] [ silence ] [ silence ] [ silence ] [ silence ]
25:00
Speaker 2
Yeah, those are robots. Oh, we still have, we still have chats but ma'am, however, there is a designated time. They are not 24 hours. OK, give it some time, it's still too many past.
25:00
Speaker 1
where you go into um a um browser and you go 192.168.1.1 or something like that and it wouldn't go it kept going to my optimus it kept bringing up my optimus sign-in page [silence] right that's what that's what they were saying so we were trying to get it out of the optimus Wi-Fi back to the link sys Wi-Fi but the the linksys original I don't know what you call it hon just bear with me here the original like um thing that you go into the page for the router the original homepage or whatever it is is that one um what I just said 192.168.1
27:00
Speaker 2
Meaning to say, ma'am, if you're connect if you'll be able to open the optimum web page meaning to say you are connected to your optimum Wi-Fi not to the link sys Wi-Fi. Uh-huh. Well, as long as you've chatted with an AI agent, ma'am, we cannot guarantee you that everything that it's it has provided
27:00
Speaker 1
Mm-hmm. That's what was happening because it would lock up, it wouldn't let me talk to him, and then they would, like, disconnect the chat. So, I had to go and explain this whole thing to them, like, four different people before I got one guy that actually worked with, I told him, I don't want to unplug anything. I want to try to troubleshoot this while we're doing it, you know? Because I
29:00
Speaker 2
will be as perfect as you've talked to a person. Yes, we have lots of possible troubleshooting that we can offer to you. And also, with your first concern, that whenever the device is, or whenever your router will be disconnected to the internet and you need to go back again, contact an AI agent, well, that's actually how the the the AI has been programmed or designed. So, whenever that you've left already the chat or you'll not be able to respond like a couple of minutes, automatically the case will be closed. So, you need to to start over. Yeah.
29:00
Speaker 1
i was new is about losing him she it's showing solid blue solid blue my phone my computer my desktop right yeah i'm we're i'm better with the desktop on trust me okay let me go to settings go to settings okay go to network okay now manage known networks right show available networks okay it is showing the uh original um setup from i remember from this thing was lympah sis setup AD5 [ silence ] [ silence ]
30:00
Speaker 2
So right now, what's the light showing in the router? Okay, can you try to connect your phone to the Linksys's default Wi-Fi? Oh, you can try your desktop so that it will be comfortable. Yes. Yeah, that one ma'am. Connect. Connect to that Wi-Fi. And the pass. Yes. Connect to that and then password is indicated at the bottom of the router.
30:00
Speaker 1
verifying and connecting, connected secure. But it says no internet. No internet. There's the two that they had me make that was splitting the, hold on, do I, well, it's not showing it now. Hold on. Show available networks, it keeps coming back. Okay, okay, now it lost it. It lost it, it went somewhere, hold on. Show available networks under Wi-Fi. Let me
32:00
Speaker 2
okay so you're connected can you try to go to YouTube and play videos if it's no internet you don't see any other links its Wi-Fi name right?
32:00
Speaker 1
all right, it it went away, hold on, it's still solid blue, okay, hold on, connect automatically. I got to hit that again, because it just disappeared. It's not, it's not staying. Okay, it says, can't connect to this network. That's what it says. When I click on the link setup a5'd can't connect to this network. It's not asking me for that. Should I close it? Should I close it and then open it again? Okay, so you want me to just close it?
33:00
Speaker 2
[silence] [silence] Can you try to put the password again? [silence] The password again to enter is the one that is at the bottom. [silence] Disconnect. [silence] No, forget the Wi-fi. [silence] Forget WiFi or disconnect WiFi. [silence] No. [silence] You click the WiFi name [silence] and [silence] [silence]
33:00
Speaker 1
okay, uh... okay, you want me to go to manage known networks? I'm on the network and internet. Okay. The first line says Wi-Fi. The second one says some kind of thing, properties, no internet open. Then it says show available networks. Okay. When I click on show available networks, the Wi-Fis will come up. Okay. The first one that comes up is that F19 one that I have no idea what that is that says no internet. Then the next one says link cs setup A5D secured, but it says can't connect to this network. And then when I [ silence ]
34:00
Speaker 2
Then try to click disconnect Wi-Fi or forget Wi-Fi. You see the Wi-Fi name, right? Yes. Yes ma'am. Click links. Click links is set up, and then you will see an option there to forget the Wi-Fi or forget the network.
34:00
Speaker 1
Okay. Okay. So I have to close, because the only, when I click on that, it, it, I only have a close button. Do you want me to close that? [silence] No. No. No. I click on that thing like you told me, it's underneath that it says secured in like gray letters, then under that in black letters, it says can't, can't connect to this network, and then on the right side has a close button. [silence] Okay. [silence] Okay. Now, let me, do you want me to click on it again? Because now it went back into that list of, uh, available networks.
35:00
Speaker 2
You need to be disconnected to that Wi-Fi because the Wi-Fi password that you've entered is incorrect. So whenever you don't have any other option there when you try to click that Wi-Fi name? Then try to click the close bottom if it will work. It's supposed to be, there will be another option there. Try to click that Wi-Fi name links up. If it
35:00
Speaker 1
Clicking it with the left left button, right? okay, now it says connect automatically. And then it gives me a connect button. No. okay. Underneath that is, linksys175 for the 2.4, okay? And that's the only other network that it's showing, except for the hidden network is the next one underneath that. And then the next one is my, Altice5FEOED5, which is the optimum modem, okay? That's all it's showing.
36:00
Speaker 2
it will ask password there's no option to put the password meaning to say you're still connected to that Wi-Fi one. so do you see there are two links the Wi Fi name
36:00
Speaker 1
The Lynx Sys set up A5D. And then the next one is Linksys LAP 175, dash, 2.4 GHz. and the guy had been named that so that I knew that was the camera one. Okay? Well, that, he told me to name it 2.4 GHz. the Lynx Sys set up I put the one from the back of the unit
37:00
Speaker 2
Guess is that the other is the other one, yes? Oh, that's the five that's the 5 gigahertz Wi-Fi band. Did you when you're trying to connect to that Wi-Fi name, which password did you put Mel? Yes. Because it it the the system will not allow you to connect or can't connect to this Wi-Fi if the password is incorrect.
37:00
Speaker 1
Okay, so then he had me, like I said, change things. So I don't know exactly what he had me change, but it's not, because what happens is that when I go to, when I go to turn, because what made me realize this is that my sister came out and said, I don't have any TV. Okay, when I was on the phone with her. And I said, okay, you got to go to this thing and go put this in. She said it's not in the setup. You know, when you go put the TV on with Rokku or Fire Stick, or whatever the hell it's called, you go and search available networks. The Linksys 5.0 is not coming up. Like it disappeared. So this Linksys, okay.
38:00
Speaker 2
Okay, let's go back to the computer, ma'am. [silence] 'kay, if we really ca... If you cannot connect...
38:00
Speaker 1
Uh, hold on. I've got the one, two, four, six, five, hold on, that's my password. Okay, I have the phone, I have internet, okay, and the internet that I have it on is the one that's or T, which is the one from optimum. That's the only way I'm getting Wi-Fi on my phone now in order to find your number, etc, etc, is because I went onto the or T F OED five, and put their password off the bottom of their modem into my phone, as a, as a Wi-Fi. [silence]
39:00
Speaker 2
Get to the computer then we cannot continue and check if you have really a Wi-Fi. Can you try to connect your phone to the Wi-Fi link you set up?
39:00
Speaker 1
Now, is it possible that the Altice is overriding the linksys or not allowing the linksys to hook up with it? I don't know. I don't know. other devices that I can okay. If okay, anything that I have, I only have um my cell phone and my desktop. Yeah.
40:00
Speaker 2
No. No. No, ma'am. It should work. It's just that the password that you've entered is not correct. Do you have other devices that you can connect to the Wi-Fi from Linksys? Because we can only connect the phone that you have there because really having a hard time navigating it in your computer to disconnect it to the Wi-Fi so you can enter again the password. Up until you can disconnect it through the [silence]
40:00
Speaker 1
Okay, so what do I have to do, disconnect it from the Wi-Fi? Unplug it? [silence] Okay, hold on, that's under something else. That's under manage known networks. Okay? Okay, over there, it let's me forget it. You want me to forget it? I can't delete it, but I can forget it. You want me to forget it? Okay, so I'm going to forget the one that says Linksys setup A5D. Okay, I'm forgetting it. Okay, it's forgotten. Do you want me to forget that other Linksys 175 that they had me set up? Or the Linksys 175-
41:00
Speaker 2
you cannot put the Wi-Fi password again yes disconnect it from no forget the network in the computer or in the desktop there should be an option there that you can press yes forget yeah forget network yes no it's okay
41:00
Speaker 1
You want me to forget all the Lynxis thingies? Networks? well, under managed known networks, okay, the known network last night, okay, that he helped me set up was one that was lynx s175 that was the 5.01, okay, then he had me do lynx s175 or underscore 2.4. That was the ones he told me was for the cameras, okay? Then, like I said, so we thought we were on our home stretch there, okay, but now when my sister went to put her TV back on, she couldn't see the lynx s175, which was the 5.0.
42:00
Speaker 2
hold on. You have two link systems, I'm sorry, in available networks, right now, you have two Wi-Fi names showing, right?
42:00
Speaker 1
Oh, on available networks. Yeah. Yeah. So then that's when he started having me go into searching other things that I have no idea what they are. OK? As far as my connections and things in between them. And he had me turn off a whole bunch of things and put them back on and then unplugged this and unplugged that. So, I... O. OK, hold on. OK, so available networks. It's showing me Links-sys setup A.D. A-5D again. It's showing me my printer. It's showing me the Linksys setup again. It's showing me... End of audio.
43:00
Speaker 2
All right. Let's go back ma'am. Let's go back to available networks right now. Can you check for me what are the Wi-Fi names? Can you dictate it to me?
43:00
Speaker 1
175 - 24G H Z. it's showing me the Linksys 175 5G H Z. but those don't have any lines lit up and they have a lock on them, it looks like. then it says hidden network and then it says my Allteeth. the SSID on the router is the first one I told you. _ link sys set up A5D. D, like dog. that's the one that's on the bottom of the router. he made me make those two other things. cuz he had me go
44:00
Speaker 2
Okay. Can you try to flip the link this router, man, tell me, what's the Wi- fi name showing? 8- 8- 8- 8-D. 8-8-D.
44:00
Speaker 1
Go to, um, I think it was Wi-Fi setup or something like that, or no, wireless setup, wireless setup, and then he had me change all the things in there to make it so that it had a 2.4 section and a two and a 5.0. Okay. That was this one. That's this router that he made me split it. Mhm. Okay. [silence]
45:00
Speaker 2
okay [silence] it's okay [silence] it's okay [silence] I guess there's someone in your house [silence] I don't know [silence] in your house or in your neighbor that has linksy device [silence] the linked set up 175 [silence] 2.4 and a 5G. [silence] that's that's not supposed to light up [silence] because you reset the device [silence] remember [silence] when the device shows purple [silence] you have deleted the current [silence] uh router settings. [silence] Let's try to again [silence] connect to this linksy [silence] setup A5D [silence] This is the one showing [silence] [silence] [silence]
45:00
Speaker 1
the Wi-Fi password for this is U F Y Q M A A D A R Okay, I'm clicking it again. It's underneath it. It says secured connect automatically is checked. And then there's a button that says connect. When I hit the connect button, it asked me for this s the password. again. Let me put the password in
46:00
Speaker 2
uff
46:00
Speaker 1
U F Y Q M A A D A R. And then I hit next. It says Checking network requirements. And it's a line going across. Can't connect to this network. And then there's a close button. It says Link Setup A 5 D is secured but can't connect to this network. And then it has a close button. Yep. You want me to click, click that. Okay. Let's see connect. Okay. Now I don't remember the password now, so let me think about it. Okay. I wrote it down. Uh, it was Rosebud capital R O S E B u D at 175. Okay. It also says on that you can also connect by pushing the button on the router. Should I do that? No. Just hit next. [silence] It says
47:00
Speaker 2
If that is the case, can you try ma'am? do you see there links is setup? Uh, one seven five 2.4. Can you try to click that and connect, yeah. [silence] no need ma'am. no. Yes, next.
48:00
Speaker 1
verifying and connecting. it's asking me, the password is incorrect, please try again. I, I gotta remember what the, okay, hold on. Let me do that. you, EFY qu, MAA, t, D, a, are, next. Password is incorrect, please try again. internet cable, what do you mean?
49:00
Speaker 2
Can you try the default WI-Fi password ufyqyiategr? Do you have... Is your desktop compatible of inserting a Ethernet cable? Yeah, is it compatible?
49:00
Speaker 1
What is... what is it asking me here? It was working two days ago it's not working. An Ethernet cable directly to my... the back of my computer. The back of my computer. From where? Okay so... Okay, so now an Ethernet cable is the one that looks like a big phone jack, right? Okay so now... how am I going to do this? Um... a port in right desktop. Um... for uh... for an... [ silence ]
50:00
Speaker 2
Can we try, what I mean ma'am is, is your desktop able to connect an ethernet cable directly so we will know what is your password? Your computer. Yes. From computer down to linksys router you're going to put an ethernet cable. Uh huh. So you have a port there in your desktop?
50:00
Speaker 1
In the back, of it, in the back of it, I might, okay let me, you want me to look? I have to move the stuff away from, movement, do you want me to? Okay, hold on, hold on, but then I don't know if I have an Ethernet cable long enough to make it to the router, umm, I mean to the the other thing. All right, hold on, hold on. Oh my God. Oh my God. All right. I don't know where this yellow one goes. Um, I think the yellow one goes from. think I do have an ethernet. Hold on a minute. I think I do have an Ethernet cable in the back of my computer. Because I think that's the only, hold on, where does it go to though? if it's yellow or white. Hold on. I gotta get a uh, a flashlight. Hold on. Hold on. Turn my desk, let's see, where this thing goes. a good one when I have it a soft background it the that cord yeah cord phone a second and I'll get to the desk. I think I found I got. OK, let me get on the phone with this lady again. OK, hello? Hello? Hello? Hello? Yes. OK, I crawled under my desk. I do have an ethernet line that goes from the back of my computer that I can plug it into the back of the Linksys. Is that what you want me to do? I disconnected it from the Linksys. When I told you I disconnected all the cords. OK, hold on a minute. Let me put you on speaker. Hold on. I gotta catch my breath too. Hold on.
51:00
Speaker 2
hello ma'am hi mam right uh let me just run a quick test ma'am since you've mentioned that there is already an Ethernet cable connected at the back of your desktop where was this connected okay can you try to connect it to the system we're gonna try to check it all right
56:00
Speaker 1
I'll put, you're still there, okay, okay hold on [silence] I'll take this back over here I'll put that back over there, now I take this one, do it in little piece, right back till it's neat. I'm stuck. [silence] ah, jeez Louise. Okay, okay, now I have a gray one and I have a white one. I don't know why. [silence] Okay, so I want the white one. Does it matter which hole I put it in,?... One, two, three or four? Okay. Okay. It's still solid blue, so we're in good shape with that right now. Okay. Okay, so Okay. so now that has the Ethernet in the back of my desktop, of I don't know what you call that thing, but the big square thing. All right. Okay, now.
57:00
Speaker 2
No matter. (But) you can put it in one mem. Okay. All right. So in your desktop, since you are, uh... connecte... wired CPU,
58:00
Speaker 1
Do you want me to do now? Okay. Network settings. Okay, now to network settings, I go to settings, then network and internet, again. My Wi-Fi name, I don't know what my Wi-Fi name is. What do you mean by that? It's uh, what, the Wi-Fi, the name of the Wi-Fi that I had. Okay, hold on. Hold on, let me go into that. Okay, hold on. Okay.
59:00
Speaker 2
So in your computer, can you try to go to network settings? Yes, ma'am. And what's your internet's name? Or Wi-Fi name? Yes. The one that you're connected right now. What's the name for that?
59:00
Speaker 1
Okay. I don't have it. Okay. I go to Wi-fi. Hold on. Wi-Fi is on. Show available networks. Okay. Yes. You want me to turn off the Wi-Fi? Okay. Okay. Turn Wi-Fi back on manually. Okay, no. Okay, so that's. Okay, so I have Wi-Fi now through Ethernet. Okay, I got you. Okay, now you want me to do what? Okay, yes.
60:00
Speaker 2
gents, you can turn off the Wi-Fi. You're connected wired. Yes, because you are already connected, Ethernet for anyway. [silence] I want you to check what's the what's the internet name. [silence] Are you using Windows? [silence] Okay, try to scroll down, there will be icons there at the bottom part like a TV or an internet wired. [silence]
60:00
Speaker 1
Okay, I'm looking for an icon that looks like a TV on what my um start my bottom bar of Windows? Okay, okay. I see it. I see it. It says internet access. Okay. Hold on. it when I just put my button on it. It says linksys 175 internet access. That's the 5.0 that he had me make. Okay. It says not connected and I but uh it but that looks like a two triangles with the like a like
61:00
Speaker 2
the bottom icons there, right corner or left corner, you will see it there. Icons. Yeah. Yes. And the bottom bar windows, there are lots of icons there. Yes. Is there a name on that after the Internet access? Okay. Okay. So you're connected there. Click that icon. It will route you to check the connectivity or your Wi-Fi name and password.
61:00
Speaker 1
a fish tail on it, but on Wi-Fi, it's not lit up or anything. So you want me to click on that Wi-Fi or the right hour where it says manage Wi-Fi connections? [silence] All right, when I click on that, that, um, TV thing, okay, a box comes up. And it says one set of boxes says Wi-Fi. One says not connected. One says airplane mode. One says accessibility, energy saver, live captions. And then there's the volume thing. Okay? That's what comes up under that, that [silence] Well, the one thing says, blue.
62:00
Speaker 2
No. So when you try to click that icon, what does it show's? what are the option's do you see? Uh-huh. Do you see a settings there or a ranch icon. Uh-huh. One more Wi-Fi settings. Let's try. And then. Do you have an option there to go to your, uh, Internet settings?
62:00
Speaker 1
Internet settings. Well, that's network and Internet. You go to the cog, right? That looks like a cog. And it comes up with, uh, uh, when you go to that, it goes to home, system, Bluetooth and devices, network and internet. Okay? Then, um, personalization, apps, accounts, time and language, gaming, accessibility, privacy and security, Windows update. It doesn't show what you're saying, you know. I have, I've, I've, if I click on network and internet. It hasn't. I did that and then I just told you, it comes up with Wi-Fi is off, turn Wi-Fi back on, either manually or one hour, four hours or one day. Then it says manage known networks, network, add, remove or edit network. Okay, let me do that, manage. Okay, now it comes up is all the Wi-Fi's, that I, you know, networks that I've had, or have had. And then it's a bunch of forget buttons. Okay? Now, if you go to the right, okay, hold on, to the properties.
64:00
Speaker 2
did it show now? yeah network and internet flick can you try to click manage alright how about? how about?
65:00
Speaker 1
What am I doing? Control. So I go search control panel hold on pulling system okay? It's system security network internet. View network status and tasks. Uh, thing that says internet? No. I see network internet together. Okay. Then it says network and sharing center, network status and tasks, connect to a network.
66:00
Speaker 2
not this man, let's try again cannot I try to to find in the menu bar click your icon and search their control panel? No search control panel, yes okay do you see option there network and internet okay click that
66:00
Speaker 1
Okay, I clicked on that. Okay. Okay. Change adapter settings. Okay. A Bluetooth network connection, not connected. Ethernet, link sys 175. That's the name he told me to put the 5.0 under. And it says real tech, real tech, g be family controller. I don't know what that is. Wi-Fi, not connected, and that's the real tech, whatever, whatever. It's a whole bunch of numbers.
67:00
Speaker 2
click network network and sharing center [silence] and then left corner click change adapter setting[silence] okay so right now what can you see [click] Click that. [silence] Click the Ethernet 175 [silence] Linksys 175.
67:00
Speaker 1
Okay. It opens up and it says, "general, connectivity, properties. That's at the bottom. Okay. Okay, it says, "network, connecting using realtech gaming." I don't even know what that is. Realtech gaming, uh, Ethernet properties. I see network and sharing." You want me to close that? I went too fast? Okay, under Ethernet status, I have properties, disable, or diagnose. Properties. I clicked on properties.
68:00
Speaker 2
Click wireless property. After you, after you click properties, you see there is security. Try to close. Properties. No. Okay, go ahead.
68:00
Speaker 1
Under properties, it says Ethernet properties. Networking or sharing. Connect using a real tech gaming GB family controller, which I have no idea what that is. This connection uses the following items. And on that it says client for Microsoft Network, file and printer sharing, that's clicked. Or QoS packet schedule. Bridge driver. Network. Where do, there's no network. It doesn't say network. I clicked on network. I, I just read you the options under network. Network comes up automatically. You want me to do sharing? [silence]
69:00
Speaker 2
you see their details and then properly now how about yeah try to open each of those options because supposed to be there will be an option security so you can check the password
69:00
Speaker 1
Allow other network users to connect through this computer internet connection. I don't want to click on that. Because then that means that other people get into my computer, right? Uh, that's all it is. That's under sharing. Internet connection sharing. Allow other network users to connect through the computer's internet connection. Networking. Okay. Networking. It says networking. Connect via using some kind of thing that I don't even know what it is. The connection uses the following items. It says install, uninstall, distributed. Install, uninstall.
70:00
Speaker 2
What's the next option aside from sharing? Network. Panetta.
70:00
Speaker 1
0 0 Allow your computer to access resources on a Microsoft network. Okay. Okay. All right, hold on a minute. Let me see something. Okay. Um, for that. Okay, let me just, Eth. Okay. Under the ethernet status, under general, it says details. Should I click on that? Okay. Okay. Hold on. Close all this stuff now. Go to a web browser. Go DIAL.0. The activity. The activity feed cannot be displayed because the feed reader service is not running. Okay. Okay.
71:00
Speaker 2
Okay, let's skip that, ma'am. We are not able to find the password. All right. How about this, can you try to open a web browser so we can go to Lynx web interface. Let's check what your password really is. There should be properties. That's all that we needed to do, but really it's not letting us go through. We're gonna go different place. Try to open a web browser, ma'am, and go to Lynx web. Open web browser and type 192 dot 168 Now ma'am 1 9 2 dot 168 dot 1 dot 1. That's the link that you should go. That's one That one.
71:00
Speaker 1
Or whatever it is, cause it wants me to sign into optimum, well, that's cause that's what I think you had me do, right? Hold on. Let me see. uh... well I'm connected by Ethernet directly to the um Linksys, right? uh... you broke up there a little bit, but alright, so should I uh... uh... oh, this is uh...
73:00
Speaker 2
you're you're actually connected to your optimum deck yes ma'am however your optimum is trying to really wants to be the source of your main connectivity that's why we're having a hard time we'll just wait for a couple of minutes let me try to check alternative options here exactly folks but how about this ma am instead of the default IP address can you try to put there my router.local
73:00
Speaker 1
I got back to the browser and I go my local, we did this last night too, my router, my router.routert.com, we did this last night, I remember. Okay. And I just hit enter. Um says not secure, it takes me to download the cis app for setup. And then it has the Google Play App Store and then it has those um QR things. But I can't get the the Google, they don't have a um a cis app for the computer.
75:00
Speaker 2
Okay, try to... I'm sorry, go ahead. It's okay. You can just double click the picture, the one that has the QR code, showing. Double click it, so it will route you to the Linksys website.
75:00
Speaker 1
the QR thing. All right, so I double, I'm double clicking it. Okay, open image in new tab or do I, I'm clicking, I'm clicking it and it's not doing anything. The queue Okay. I'm using my left finger, left button. I clicked once. It didn't do anything. Now on there it says, not secure, up top of the address bar goes my router.local. Then it says ui/1.0.99.210125/velop/blocking.html. That's what's in that uh address thing up top. [silence]
76:00
Speaker 2
Click it one more time. Is this for the search bar or within the url? [silence]
76:00
Speaker 1
That's in the, okay, let me know if it's the, that's up in where the, where's the URL bar? Down at the bottom? No, the search bar is the bottom. The URL bar is the address bar thing, right? Yeah, that's where I'm at, in the, you, in the actual, up top, where the address comes up for the websites. It has the triangle. The what? Add a new tab. Okay. Okay, and do it again. I added a new tab. You want me to go my router. M-Y-R-O-U-T-E-R-L-O-C-A-L. Enter.
77:00
Speaker 2
at the top Mm-hmm.
77:00
Speaker 1
Okay, now it get it took me to, okay. It took me to Linksys Smart Wi Fi [silence] Oh it says a router password. Okay is that for my account password or the the router password? Um now the router password originally, now you want me to do that? You want you one or no? [silence]
78:00
Speaker 2
what, Okay, that's the correct one. Do you see there login using local access, our router password? Okay. Uh, try to put the router password, ma'am. Do you remember your router password? Log in password.
78:00
Speaker 1
The original, all right. The router password is the one that's on the label on the bottom of the router, right? Not the one that he had me make up new passwords, right? Yes, he made me make for those two things, when we split the router to 2.4: and the other one that he told me was Okay. Okay. They are two different passwords. One, two, three, four Oh. Guitar. I'll try them both. 1, 7, 5. Okay. Sign in. Invalid router password. Try again.
79:00
Speaker 2
Try to put the router password. Yeah. [silence] Correct. Did he ask you to create a router password before? Okay, put that router password.
79:00
Speaker 1
Oops. umMADM. Okay. Okay. Signing in. Invalid router password. Okay. Reset password. Okay. Okay. Enter recovery key. That's the five digits. I saw that Hold on. Complete submit. Choose a password that is secure and easy to remember.
80:00
Speaker 2
Okay, try to reset the Router password so you can create a new one. Okay, create a router password that's 10 digits, no repeating.
80:00
Speaker 1
Should I use the ones that he had me make yesterday or make something up now? Hold on. Okay, so it needs to be non-repeating things. Um, then what was the other thing? And what else? Okay. One, two, three, four, five, six, seven, eight, nine, ten. Eleven,
81:00
Speaker 2
letters, numbers and characters. [silence] Then you try to make something new that is non-repeating and then try to write it down, so you'll not forget it. [silence] Non-repeating numbers, letters and characters.
81:00
Speaker 1
Okay. Okay, hold on. Uh, sur- I need a special character and a number now, right? That's what this is asking me for. Okay. So now, special character. Okay. A diagonal D. Okay. Okay, so now I have network banks. Stamm. Establish network banks. LBS support? I have a list under the Smart Wi-Fi Tools. Okay? Yeah, I think it's the dashboard. Network settings has a box on the right. Links to home networking Wi-Fi settings. Device list, priority and guest access, then parental controls. External storage. Yep. Wi-Fi Settings. I got it. Okay, so now we're back to what the original thing was way back when, before he had me do anything. The Wi-Fi. Okay, the Wi-Fi password is that U-F-Y q-A-M-A-ADAR. [silence]
82:00
Speaker 2
mhm, are you in the dashboard now, okay, all right. Can you try, can you try to go Ma'am left core left corner up with options, can you click wi-fi setting, [silence] you see there the wi-fi names? Click show more.
83:00
Speaker 1
That's under the linksys.net setup, a5d. No, no? I wait, let me, it. Okay, I hit show more, okay. Uh, it says the same thing on the bottom for the five point band, linksys.net setup A5D, and it has that same U-F-Y-Q-M-A-B-D-Z-M. It's no longer what we did yesterday with that guy is gone. I just want to, I really want to just make it so that I can differentiate between the 2.4. So can I go? Can I just change the name and add 2.4 onto this Linksys, is that a?
84:00
Speaker 2
do you see there your wifi name for two point four and five okay Do you see the show more? Okay. Do you want to rename your wifi and the change the wifi password? Can you okay let's try this let's try this. Yes ma'am. Try to click the Wi Fi name and put 2.4G. Go ahead. Done? Putting 2.4G. Okay. How about the Five? How about the Five? Is that okay already? Okay. How about the password? Do you want to change those passwords or is that the correct password? Okay. Change. You can.
84:00
Speaker 1
I, uh, changed it. He had me change it to Rosebud, Rosebud, B-U-D. Okay. Hold on. All right. For, for, for the, for both of them, I'm going to use the same password, right? Okay. Hold on. Rosebud at 175. Rosebud at 175. Okay, they both match. Okay. Okay. W-Fi, name for the 2.4. It's the link...
86:00
Speaker 2
You can change it now, ma'am. You can change it now. Both 2.4 and 5. Yes. Okay. So, WiFi name and Wi-Fi password is all correct, right? Already been changed?
86:00
Speaker 1
0 00:09: 30,565 --> 00:19: 245 set up a 5 D 2.4 with the rose bud at 175 password. 0 00:27: 405 The five G's is linksys set up A5D. I left that alone. 0 00:45: 345 With the same password, rose boy at 175. 0 01:26: 655 So you want me to you want me to click apply? 0 01:35: 565 I did. 0 01:36: 815 I did. 0 01:44: 15. Okay. 0 02:12: 285 Okay. I'm going to print this out if I can. Let's see. We've just came up with a thing. 0 02:29: 645.
87:00
Speaker 2
Can you try to save your your password? Ma'am. Just to make sure. Can you write it down? Write it down first. Can you write it down first? Your password? Okay. You hit apply and so that it will apply all your changes. [silence]
87:00
Speaker 1
that tells me the Wi-Fi names, the Wi-Fi passwords and the security type that it is. Uh it says you're updating Wi-Fi settings. Do you want to continue? Do I hit Yes? Okay. applying changes. Now, that that one that I reset the password to, is that just for my account with link this? Okay. So that's the one that I made with the 10 things
88:00
Speaker 2
yes so we're gonna wait for it for at least two minutes and then two to three minutes and then after that you're going to go to your Wi-Fi and check the Wi-Fi names if it is uh showing you can turn on your Wi-Fi in your computer desktop that's yeah that's your account for link if you're going to log in again
88:00
Speaker 1
10 word letters with the character and the number, right? So that's the account password, account, Password. And the this is the other one that I just made is the router password. Okay. Router Wi-Fi. Okay. okayOkay. Okay, so that's, okay, so the account router password, the first one. And then just Wi-Fi password is those other two. Okay, see, he didn't tell me any of that. He didn't differentiate, so now I I got it. Okay. You're 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] 10 word letters with the character and the number, right? So that's the account password, account, Password. And the this is the other one that I just made is the router password. Okay. Router Wi-Fi. Okay. okayOkay. Okay, so that's, okay, so the account router password, the first one. And then just Wi-Fi password is those other two.
89:00
Speaker 2
No repeating, no repeating, yes, no repeating, yes, correct, yes, Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] the Wi-Fi password. [silence] the router ma'am is your login for Linksys account. That's what we call router password. [silence] the Wi-Fi password is your Wi-Fi internet. the yellow button. Then what does it show? [silence] That's normal. That's all.
89:00
Speaker 1
[silence] Okay. Okay, hold on. Let me unplug the Ethernet cable from the Linksys to my computer, right? [silence] Okay. Okay, I unplugged it. [silence] Okay. [silence] Okay, hold on. Okay, hold on. Let me get to the settings network. [silence] Manage network. You want me to turn the Wi-Fi back on? All right.
91:00
Speaker 2
Kenya. Try to unplug the ethernet cable from your desktop down to the links. So, we can use the Wi-Fi. Yes. Can you try to turn on your Wi-Fi and check the Wi-Fi name, if you've rename them and they're showing. Yes, ma'am.
91:00
Speaker 1
Okay. Okay. now, it shows it, it shows the two. It shows the two, but it also shows me a, linksys-1 7 1 5 2 4 h g z. That's a different one. I don't know what that is. that um I can go back into manage, network and delete that or forget that one. Okay. Okay. Let me go to the 5.01. Connect automatically, connect. Enter the password. Okay. That's the Rosebud Rosebud at 175.
92:00
Speaker 2
You can forget those too. but try first to connect to the Linksys Wi-Fi check if you have internet. [silence]
92:00
Speaker 1
connected secured okay you want me to go to like uh any anything to YouTube okay YouTube okay YouTube got it okay okay so I have YouTube up [ silence ] okay let's go here
93:00
Speaker 2
Okay, try to open a browser and go to YouTube mam. Check if the, it, internet is working. YouTube. Yes, so we can play video. Okay, uh, can we try to click any videos if it will play? okay all right good so [silence] yes ma'am. 2.4 and 5 GHz are now uh being broadcasted so any of your devices you want to connect to specific Wi-Fi bands, you will be able to connect it later on, okay? all right. you're welcome. anything else aside from this? Well, yeah, that's actually uh what's the problem with AI. though they are very uh accessible, however [silence] exactly. correct.
93:00
Speaker 1
I wasn't born with a cell phone in my hand, okay? So now I have to scroll back and then I'm trying to answer his questions on what it's doing and he's like off to the races again with like nine other questions. And I'm like, wait a minute. Let me do one thing at a time. Okay, I'm waiting. Okay, I'm waiting. Then when I don't know what the hell I'm doing makes it even more frustrating, cuz I don't I'm doubting myself now. Did I do it right? Did I touch the wrong button? You know what I mean? It's like So that's why. [silence] Okay. kids call me a techno retard, so thank you for that, guys. Nope, you've been great, honey. You've been great. It's like I say, you got it up and running from, I don't know where you're at, but I'm in New York. So however many miles it is from wherever you are to here, you made it happen. Thank you. Bye-bye.
95:00