MR
Maria R.
TKT-00418
Sentiment:
Frustrated
AI Agent
Hi Maria! I can see you're having issues with your connection speeds. Can you tell me roughly what speeds you're getting compared to your plan?
8:06 AM
Maria R.
I'm getting like 5 Mbps but I'm paying for 500. It was fine before the firmware update last night.
8:07 AM
AI Agent
That's a significant drop — firmware updates can sometimes reset QoS settings or change wireless band configurations. Let me walk you through a fix. First, can you log into your router admin panel at 192.168.1.1?
8:07 AM
It keeps saying wrong password. I've tried admin/admin and admin/password.
8:09 AM
AI Agent
The firmware update may have reset the admin password to the default printed on the router's label. Look for a sticker on the bottom — it should show "Admin Password" or "Router Password."
8:10 AM
Ugh I can't read it, the label is worn. This is really frustrating, I work from home and my VPN is dropping constantly.
8:13 AM
⚠ AI flagged: customer frustration detected — escalation recommended