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Have you received our email? Instruction on how to set up your own router using Okay. Mhmm. Okay. I think, yeah, I think that your router is not compatible because for the router to work with this upgraded service, it must support fiber based connections. Compatible models includes devices like the AX 3,000 dual band Wi Fi six router or similar fiber ready models. So if you're current yeah. AX, unfortunately, no. That VDSL or DSL router is not compatible with Uptick fiber upgrade connection, it will not be able to authenticate or connect successfully even if the PPPoE details are correct, the one that we provided you, the username and password. So if you want, we can provide you a router. But for the router for our cheapest router, it's $219.95. This is already preconfigured if ever, so you just need to connect it to the NTD box, the box on your wall. Then after a few minutes, it should be working fine. Okay. So do you mean the router was left there from the previous owner? Mhmm. Yeah. The NTT box is mounted on your wall. That is where we're going to connect the router. Yeah. Mhmm. Yeah. But Mhmm. Yeah. Is it a Supa network as well? You said that the router's been working fine from preview? Is it a Supa network or NBN? Yeah. Because the your network right now, your the under your service address is only Supa Network. It's not NBN. So it might be from the previous address that is NBN address. That's why it's working well with NBN. But right now, your network is Supa. So you need yeah. Actually, it just really depends on the service address availability. Yeah. On your previous address, NBN is the available network, while on your address right now, Supa network is the only available at the area. Mhmm. That's why we cannot, yeah, we cannot offer NBN if to this address because NBN is not available. Only Super Network, ma'am. So do you want to get a router from us? Yeah. Thank you. I'll also email you, like, an updated instruction for you to where the available compatible models are included there for you to have a reference if ever you want to buy outside. So you so you'll get a compatible router if ever. Okay. Just give us a callback if ever you need assistance in setting it up. Yeah. Okay. Thank you. Bye. 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Good morning. This is Maureen from Airtel. Mhmm. Mhmm.\n\nYeah. Okay. Can I have your mhmm? Can I have your full name, please, for me to check your account? Abby.\n\nMhmm. Okay. Have you received our email? Instruction on how to set up your own router using Okay. Mhmm.\n\nOkay. I think, yeah, I think that your router is not compatible because for the router to work with this upgraded service, it must support fiber based connections. Compatible models includes devices like the AX 3,000 dual band Wi Fi six router or similar fiber ready models. So if you're current yeah. AX, unfortunately, no.\n\nThat VDSL or DSL router is not compatible with Uptick fiber upgrade connection, it will not be able to authenticate or connect successfully even if the PPPoE details are correct, the one that we provided you, the username and password. So if you want, we can provide you a router. But for the router for our cheapest router, it's $219.95. This is already preconfigured if ever, so you just need to connect it to the NTD box, the box on your wall. Then after a few minutes, it should be working fine.\n\nOkay. So do you mean the router was left there from the previous owner? Mhmm. Yeah. The NTT box is mounted on your wall.\n\nThat is where we're going to connect the router. Yeah. Mhmm. Yeah. But Mhmm.\n\nYeah. Is it a Supa network as well? You said that the router's been working fine from preview? Is it a Supa network or NBN? Yeah.\n\nBecause the your network right now, your the under your service address is only Supa Network. It's not NBN. So it might be from the previous address that is NBN address. That's why it's working well with NBN. But right now, your network is Supa.\n\nSo you need yeah. Actually, it just really depends on the service address availability. Yeah. On your previous address, NBN is the available network, while on your address right now, Supa network is the only available at the area. Mhmm.\n\nThat's why we cannot, yeah, we cannot offer NBN if to this address because NBN is not available. Only Super Network, ma'am. So do you want to get a router from us? Yeah. Thank you.\n\nI'll also email you, like, an updated instruction for you to where the available compatible models are included there for you to have a reference if ever you want to buy outside. So you so you'll get a compatible router if ever. Okay. Just give us a callback if ever you need assistance in setting it up. Yeah.\n\nOkay. Thank you. Bye. 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yeah.","start":143.94,"end":145.8,"sentiment":"neutral","sentiment_score":0.010759214125573634},{"text":"AX, unfortunately, no.","start":148.26,"end":152.6,"sentiment":"negative","sentiment_score":-0.3471769797615707}],"sentiment":"neutral","sentiment_score":-0.22872389205308122,"num_words":55,"start":122.84,"end":152.6},{"sentences":[{"text":"That VDSL or DSL router is not compatible with Uptick fiber upgrade connection, it will not be able to authenticate or connect successfully even if the PPPoE details are correct, the one that we provided you, the username and password.","start":153.3,"end":169.485,"sentiment":"negative","sentiment_score":-0.5358914095908404},{"text":"So if you want, we can provide you a router.","start":169.98001,"end":173.28,"sentiment":"neutral","sentiment_score":-0.06582482531666756},{"text":"But for the router for our cheapest router, it's $219.95.","start":173.5,"end":187.485,"sentiment":"neutral","sentiment_score":-0.030231590382754803},{"text":"This is already preconfigured if ever, so you just need to connect it to the NTD box, the box on your wall.","start":190.185,"end":196.83,"sentiment":"neutral","sentiment_score":0.13335443931547078},{"text":"Then after a few minutes, it should be working fine.","start":197.15001,"end":199.73,"sentiment":"neutral","sentiment_score":0.19818584695458413}],"sentiment":"neutral","sentiment_score":-0.19000613484936563,"num_words":92,"start":153.3,"end":199.73},{"sentences":[{"text":"Okay.","start":218.625,"end":218.865,"sentiment":"neutral","sentiment_score":-0.04925556108355522},{"text":"So do you mean the router was left there from the previous owner?","start":218.865,"end":225.53,"sentiment":"neutral","sentiment_score":-0.07342062833217475},{"text":"Mhmm.","start":229.47,"end":229.97,"sentiment":"neutral","sentiment_score":-0.016517404466867447},{"text":"Yeah.","start":233.91,"end":234.39,"sentiment":"neutral","sentiment_score":0.027388695627450943},{"text":"The NTT box is mounted on your wall.","start":234.39,"end":236.97,"sentiment":"neutral","sentiment_score":0.02403942565433681}],"sentiment":"neutral","sentiment_score":-0.033355709708606206,"num_words":24,"start":218.625,"end":236.97},{"sentences":[{"text":"That is where we're going to connect the router.","start":237.905,"end":240.625,"sentiment":"neutral","sentiment_score":0.01377238343573279},{"text":"Yeah.","start":240.625,"end":241.125,"sentiment":"neutral","sentiment_score":0.02419863268733025},{"text":"Mhmm.","start":259.68,"end":260.08002,"sentiment":"neutral","sentiment_score":-0.1605028212070465},{"text":"Yeah.","start":260.08002,"end":260.56,"sentiment":"neutral","sentiment_score":-0.08055022358894348},{"text":"But Mhmm.","start":260.56,"end":262.5,"sentiment":"neutral","sentiment_score":-0.06633235886693001}],"sentiment":"neutral","sentiment_score":-0.016111977065780332,"num_words":14,"start":237.905,"end":262.5},{"sentences":[{"text":"Yeah.","start":262.715,"end":263.215,"sentiment":"neutral","sentiment_score":0.020113538950681686},{"text":"Is it a Supa network as well?","start":263.595,"end":265.935,"sentiment":"neutral","sentiment_score":0.02040899538301996},{"text":"You said that the router's been working fine from preview?","start":267.27502,"end":272.095,"sentiment":"neutral","sentiment_score":0.16815056502819062},{"text":"Is it a Supa network or NBN?","start":273.435,"end":275.695,"sentiment":"neutral","sentiment_score":0.009176635050347872},{"text":"Yeah.","start":282.32,"end":282.64,"sentiment":"neutral","sentiment_score":0.010958198457956314}],"sentiment":"neutral","sentiment_score":0.0738337231047738,"num_words":26,"start":262.715,"end":282.64},{"sentences":[{"text":"Because the your network right now, your the under your service address is only Supa Network.","start":282.64,"end":290.18,"sentiment":"neutral","sentiment_score":0.0018299459043191746},{"text":"It's not NBN.","start":290.385,"end":291.36502,"sentiment":"neutral","sentiment_score":-0.04185036942362785},{"text":"So it might be from the previous address that is NBN address.","start":292.385,"end":297.045,"sentiment":"neutral","sentiment_score":-0.002505118027329445},{"text":"That's why it's working well with NBN.","start":297.58502,"end":300.08502,"sentiment":"neutral","sentiment_score":0.08127729355224542},{"text":"But right now, your network is Supa.","start":300.70502,"end":303.20502,"sentiment":"neutral","sentiment_score":0.02174678418253149}],"sentiment":"neutral","sentiment_score":0.013218558978082405,"num_words":45,"start":282.64,"end":303.20502},{"sentences":[{"text":"So you need yeah.","start":305.505,"end":306.86,"sentiment":"neutral","sentiment_score":-0.011784366331994534},{"text":"Actually, it just really depends on the service address availability.","start":308.68,"end":313.5,"sentiment":"neutral","sentiment_score":-0.026607066951692106},{"text":"Yeah.","start":314.36,"end":314.86,"sentiment":"neutral","sentiment_score":-0.018150094896554947},{"text":"On your previous address, NBN is the available network, while on your address right now, Supa network is the only available at the area.","start":315.56,"end":325.00497,"sentiment":"neutral","sentiment_score":-0.04939619358628988},{"text":"Mhmm.","start":325.705,"end":326.205,"sentiment":"neutral","sentiment_score":-0.02560139074921608}],"sentiment":"neutral","sentiment_score":-0.038561706664040685,"num_words":40,"start":305.505,"end":326.205},{"sentences":[{"text":"That's why we cannot, yeah, we cannot offer NBN if to this address because NBN is not available.","start":328.345,"end":337.00497,"sentiment":"neutral","sentiment_score":-0.20318429254823261},{"text":"Only Super Network, ma'am.","start":338.27,"end":339.97,"sentiment":"neutral","sentiment_score":0.04477668274194002},{"text":"So do you want to get a router from us?","start":341.71,"end":345.73,"sentiment":"neutral","sentiment_score":0.1513387680053711},{"text":"Yeah.","start":353.175,"end":353.675,"sentiment":"neutral","sentiment_score":0.042739756405353546},{"text":"Thank you.","start":354.695,"end":355.495,"sentiment":"positive","sentiment_score":0.5654404163360596}],"sentiment":"neutral","sentiment_score":-0.022605779021978377,"num_words":35,"start":328.345,"end":355.495},{"sentences":[{"text":"I'll also email you, like, an updated instruction for you to where the available compatible models are included there for you to have a reference if ever you want to buy outside.","start":355.495,"end":369.33,"sentiment":"neutral","sentiment_score":0.25749091571196914},{"text":"So you so you'll get a compatible router if ever.","start":371.87,"end":375.25,"sentiment":"neutral","sentiment_score":0.2416877880692482},{"text":"Okay.","start":379.22998,"end":379.72998,"sentiment":"neutral","sentiment_score":0.18635672330856323},{"text":"Just give us a callback if ever you need assistance in setting it up.","start":380.005,"end":385.605,"sentiment":"neutral","sentiment_score":0.21084231776850565},{"text":"Yeah.","start":385.605,"end":386.105,"sentiment":"neutral","sentiment_score":0.14635610580444336}],"sentiment":"neutral","sentiment_score":0.24036366312668242,"num_words":58,"start":355.495,"end":386.105},{"sentences":[{"text":"Okay.","start":386.725,"end":387.225,"sentiment":"neutral","sentiment_score":0.2990621328353882},{"text":"Thank you.","start":387.765,"end":388.325,"sentiment":"positive","sentiment_score":0.6647571623325348},{"text":"Bye.","start":388.325,"end":388.825,"sentiment":"neutral","sentiment_score":0.332855761051178},{"text":"Yeah.","start":388.965,"end":389.465,"sentiment":"neutral","sentiment_score":-0.09649921953678132}],"sentiment":"positive","sentiment_score":0.3729865998029709,"num_words":5,"start":386.725,"end":389.465}]}}]},{"alternatives":[{"transcript":"Hey, Maureen. This is Isaac. I received an email. So, essentially, we're in an apartment in Canberra, and I have a what what I believe to be a modem, and I can't quite get my Internet to work. I I have an email from you guys about connecting the router and to connect to your network termination device, but it's just not quite working. Wondering if you'd be able to shed some light. The full name would be Abby Wise. I have an email username and password. But, yeah, it's just the things that this is saying to do in the email, it's not quite linking up to to properly work. That's that's all. Yep. I have. The reset button hooked it all up. Everything the lights are all flashing, and I'm able to connect to it, but nothing actually ends up happening. Like, it's just a slow Internet. It says it's got it's got bars, but, yeah, nothing's happening. And then when I go to navigate to the website to get it to start, it's it's saying that there's no Internet, and I can't really get past that. So I just figured I'd bring someone that knows what they're doing. So what modem are you guys? Yeah. Will ADSL work? Will necky ADSL work? Well, this came out of a house that was working perfectly fine with NBN, and it's only just that that we've moved out of this house and we're now using it in this place, and it's just not working. Yeah. Well, I believe the modem box, which is the one that you pull the let me let me go up and have a look at it. Yes. And then when we plug yes. And this router was working not even a week ago on another NTD box. I was just wondering, have you guys got much experience with these Netgear ones? Because, yeah, it it it works. I can link up to it, and it says it has Wi Fi. It's just not not letting me sort of go any further. Yep. Yeah. It's been working fine. I believe the previous house was NBN. Okay. Super Network. What's the difference between that and NBN? Okay. Friday. Friday. Alright. Well, I suppose I'd like to look into that a little bit then. Okay. Alright. Well, thank you. No. It's like I I do have another couple of other routers of friends of ours we're looking to send, but that's okay. Thank you very much for that. Yep. Okay. Yep. Yeah. I guess so. Yep. Still easy. Okay. Thank you. Enjoy the rest of your day. 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Maureen. This is Isaac. I received an email. So, essentially, we're in an apartment in Canberra, and I have a what what I believe to be a modem, and I can't quite get my Internet to work. I I have an email from you guys about connecting the router and to connect to your network termination device, but it's just not quite working.\n\nWondering if you'd be able to shed some light. The full name would be Abby Wise. I have an email username and password. But, yeah, it's just the things that this is saying to do in the email, it's not quite linking up to to properly work. That's that's all.\n\nYep. I have. The reset button hooked it all up. Everything the lights are all flashing, and I'm able to connect to it, but nothing actually ends up happening. Like, it's just a slow Internet.\n\nIt says it's got it's got bars, but, yeah, nothing's happening. And then when I go to navigate to the website to get it to start, it's it's saying that there's no Internet, and I can't really get past that. So I just figured I'd bring someone that knows what they're doing. So what modem are you guys? Yeah.\n\nWill ADSL work? Will necky ADSL work? Well, this came out of a house that was working perfectly fine with NBN, and it's only just that that we've moved out of this house and we're now using it in this place, and it's just not working. Yeah. Well, I believe the modem box, which is the one that you pull the let me let me go up and have a look at it.\n\nYes. And then when we plug yes. And this router was working not even a week ago on another NTD box. I was just wondering, have you guys got much experience with these Netgear ones? Because, yeah, it it it works.\n\nI can link up to it, and it says it has Wi Fi. It's just not not letting me sort of go any further. Yep. Yeah. It's been working fine.\n\nI believe the previous house was NBN. Okay. Super Network. What's the difference between that and NBN? Okay.\n\nFriday. Friday. Alright. Well, I suppose I'd like to look into that a little bit then. Okay.\n\nAlright. Well, thank you. No. It's like I I do have another couple of other routers of friends of ours we're looking to send, but that's okay. Thank you very much for that.\n\nYep. Okay. Yep. Yeah. I guess so.\n\nYep. Still easy. Okay. Thank you. Enjoy the rest of your day.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hey, Maureen.","start":4.72,"end":5.52,"sentiment":"neutral","sentiment_score":0.04914850927889347},{"text":"This is Isaac.","start":5.52,"end":6.42,"sentiment":"neutral","sentiment_score":0.03721294676264127},{"text":"I received an email.","start":7.9199996,"end":9.44,"sentiment":"neutral","sentiment_score":-0.03177889436483383},{"text":"So, essentially, we're in an apartment in Canberra, and I have a what what I believe to be a modem, and I can't quite get my Internet to work.","start":9.44,"end":20.805,"sentiment":"neutral","sentiment_score":-0.09581345332593753},{"text":"I I have an email from you guys about connecting the router and to connect to your network termination device, but it's just not quite 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all.","start":73.814995,"end":74.875,"sentiment":"neutral","sentiment_score":-0.1327416921655337}],"sentiment":"neutral","sentiment_score":-0.12531417535617947,"num_words":50,"start":36.8,"end":74.875},{"sentences":[{"text":"Yep.","start":85.69,"end":86.090004,"sentiment":"neutral","sentiment_score":0.024397853761911392},{"text":"I have.","start":86.090004,"end":86.75,"sentiment":"neutral","sentiment_score":0.0062292562797665605},{"text":"The reset button hooked it all up.","start":88.090004,"end":89.850006,"sentiment":"neutral","sentiment_score":-0.03393119440547058},{"text":"Everything the lights are all flashing, and I'm able to connect to it, but nothing actually ends up happening.","start":89.850006,"end":98.425,"sentiment":"neutral","sentiment_score":-0.12321980023070385},{"text":"Like, it's just a slow Internet.","start":98.425,"end":100.125,"sentiment":"negative","sentiment_score":-0.33464857935905457}],"sentiment":"neutral","sentiment_score":-0.12999227643013,"num_words":35,"start":85.69,"end":100.125},{"sentences":[{"text":"It says it's got it's got bars, but, yeah, nothing's happening.","start":100.745,"end":105.165,"sentiment":"neutral","sentiment_score":-0.20756309005347165},{"text":"And then when I go to navigate to the website to get it to start, it's it's saying that there's no Internet, and I can't really get past that.","start":105.465004,"end":114.43,"sentiment":"neutral","sentiment_score":-0.24096816367116466},{"text":"So I just figured I'd bring someone that knows what they're doing.","start":114.43,"end":116.85,"sentiment":"neutral","sentiment_score":-0.1613410177330176},{"text":"So what modem are you guys?","start":121.79,"end":123.65,"sentiment":"neutral","sentiment_score":-0.07305404419700305},{"text":"Yeah.","start":134.94499,"end":135.44499,"sentiment":"neutral","sentiment_score":-0.039932455867528915}],"sentiment":"neutral","sentiment_score":-0.1980613503541987,"num_words":59,"start":100.745,"end":135.44499},{"sentences":[{"text":"Will ADSL work?","start":144.09001,"end":146.11,"sentiment":"neutral","sentiment_score":0.012630369203786055},{"text":"Will necky ADSL work?","start":147.21,"end":149.39001,"sentiment":"neutral","sentiment_score":0.009660542942583561},{"text":"Well, this came out of a house that was working perfectly fine with NBN, and it's only just that that we've moved out of this house and we're now using it in this place, and it's just not working.","start":201.34999,"end":212.89,"sentiment":"neutral","sentiment_score":-0.27077761937219363},{"text":"Yeah.","start":226.3,"end":226.54,"sentiment":"neutral","sentiment_score":-0.01625497080385685},{"text":"Well, I believe the modem box, which is the one that you pull the let me let me go up and have a look at it.","start":226.54,"end":233.28,"sentiment":"neutral","sentiment_score":-0.01669729121315938}],"sentiment":"neutral","sentiment_score":-0.14978326600657343,"num_words":73,"start":144.09001,"end":233.28},{"sentences":[{"text":"Yes.","start":237.66,"end":238.06,"sentiment":"neutral","sentiment_score":0.04117933660745621},{"text":"And then when we plug yes.","start":238.06,"end":242.205,"sentiment":"neutral","sentiment_score":0.025942211039364338},{"text":"And this router was working not even a week ago on another NTD box.","start":242.205,"end":247.825,"sentiment":"neutral","sentiment_score":-0.06146948052836316},{"text":"I was just wondering, have you guys got much experience with these Netgear ones?","start":249.405,"end":252.685,"sentiment":"neutral","sentiment_score":-0.04454779026231596},{"text":"Because, yeah, it it it works.","start":252.685,"end":255.58,"sentiment":"neutral","sentiment_score":0.12537968717515469}],"sentiment":"neutral","sentiment_score":-0.013051977199388713,"num_words":41,"start":237.66,"end":255.58},{"sentences":[{"text":"I can link up to it, and it says it has Wi Fi.","start":255.58,"end":257.74,"sentiment":"neutral","sentiment_score":-0.007799498736858368},{"text":"It's just not not letting me sort of go any further.","start":257.74,"end":261.6,"sentiment":"neutral","sentiment_score":-0.15178784253922376},{"text":"Yep.","start":270.765,"end":271.085,"sentiment":"neutral","sentiment_score":0.19836878776550293},{"text":"Yeah.","start":271.085,"end":271.325,"sentiment":"neutral","sentiment_score":0.10991087555885316},{"text":"It's been working fine.","start":271.325,"end":272.625,"sentiment":"neutral","sentiment_score":0.08278879895806313}],"sentiment":"neutral","sentiment_score":-0.037720829745133716,"num_words":30,"start":255.58,"end":272.625},{"sentences":[{"text":"I believe the previous house was NBN.","start":277.725,"end":280.70502,"sentiment":"neutral","sentiment_score":-0.019979469078992094},{"text":"Okay.","start":299.85,"end":300.35,"sentiment":"neutral","sentiment_score":0.026569534093141556},{"text":"Super Network.","start":305.015,"end":305.655,"sentiment":"neutral","sentiment_score":0.04921588860452175},{"text":"What's the difference between that and NBN?","start":305.655,"end":307.675,"sentiment":"neutral","sentiment_score":-0.019094815344682763},{"text":"Okay.","start":312.855,"end":313.355,"sentiment":"neutral","sentiment_score":-0.02142098732292652}],"sentiment":"neutral","sentiment_score":-0.009441092610359192,"num_words":18,"start":277.725,"end":313.355},{"sentences":[{"text":"Friday.","start":315.98,"end":316.48,"sentiment":"neutral","sentiment_score":-0.032924432307481766},{"text":"Friday.","start":324.46,"end":324.96,"sentiment":"neutral","sentiment_score":-0.043239858001470566},{"text":"Alright.","start":326.94,"end":327.34,"sentiment":"neutral","sentiment_score":-0.031150612980127335},{"text":"Well, I suppose I'd like to look into that a little bit then.","start":327.34,"end":330.4,"sentiment":"neutral","sentiment_score":-0.14709365024016455},{"text":"Okay.","start":338.515,"end":339.015,"sentiment":"neutral","sentiment_score":-0.02380922995507717}],"sentiment":"neutral","sentiment_score":-0.12019656390389975,"num_words":17,"start":315.98,"end":339.015},{"sentences":[{"text":"Alright.","start":340.915,"end":341.39502,"sentiment":"neutral","sentiment_score":0.1332816481590271},{"text":"Well, thank you.","start":341.39502,"end":343.975,"sentiment":"neutral","sentiment_score":0.2286755492289861},{"text":"No.","start":348.09998,"end":348.41998,"sentiment":"neutral","sentiment_score":-0.039884284138679504},{"text":"It's like I I do have another couple of other routers of friends of ours we're looking to send, but that's okay.","start":348.41998,"end":354.03998,"sentiment":"neutral","sentiment_score":0.020270440219478172},{"text":"Thank you very much for that.","start":354.09998,"end":355.56,"sentiment":"positive","sentiment_score":0.4913303256034851}],"sentiment":"neutral","sentiment_score":0.12646532273202232,"num_words":33,"start":340.915,"end":355.56},{"sentences":[{"text":"Yep.","start":370.285,"end":370.685,"sentiment":"neutral","sentiment_score":0.17556414008140564},{"text":"Okay.","start":370.685,"end":371.185,"sentiment":"neutral","sentiment_score":0.20450857281684875},{"text":"Yep.","start":377.13998,"end":377.54,"sentiment":"neutral","sentiment_score":0.15282714366912842},{"text":"Yeah.","start":377.54,"end":377.69998,"sentiment":"neutral","sentiment_score":0.15781065821647644},{"text":"I guess so.","start":377.69998,"end":378.6,"sentiment":"neutral","sentiment_score":0.14908744394779205}],"sentiment":"neutral","sentiment_score":0.16256754951817648,"num_words":7,"start":370.285,"end":378.6},{"sentences":[{"text":"Yep.","start":384.41998,"end":384.91998,"sentiment":"neutral","sentiment_score":0.19463509321212769},{"text":"Still easy.","start":385.22,"end":385.88,"sentiment":"positive","sentiment_score":0.33348385989665985},{"text":"Okay.","start":386.18,"end":386.66,"sentiment":"neutral","sentiment_score":0.19734573364257812},{"text":"Thank you.","start":386.66,"end":387.22,"sentiment":"neutral","sentiment_score":0.24083714932203293},{"text":"Enjoy the rest of your day.","start":387.22,"end":388.52,"sentiment":"positive","sentiment_score":0.8102640608946482}],"sentiment":"positive","sentiment_score":0.5335172675549984,"num_words":12,"start":384.41998,"end":388.52},{"sentences":[{"text":"Bye.","start":388.66,"end":389.16,"sentiment":"neutral","sentiment_score":0.21310918033123016}],"sentiment":"neutral","sentiment_score":0.21310918033123016,"num_words":1,"start":388.66,"end":389.16}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good morning. This is Maureen from Airtel.\n\nChannel 1: Hey, Maureen. This is Isaac. I\n\nChannel 0: Mhmm.\n\nChannel 1: received an email. So, essentially, we're in an apartment in Canberra, and I have a what what I believe to be a modem, and I can't quite get my Internet to work. I I have an email from you guys about connecting the router and to connect to your network termination device,\n\nChannel 0: Mhmm.\n\nChannel 1: but it's just\n\nChannel 0: Yeah.\n\nChannel 1: not quite working. Wondering\n\nChannel 0: Okay.\n\nChannel 1: if you'd\n\nChannel 0: Can\n\nChannel 1: be able\n\nChannel 0: I have\n\nChannel 1: to shed\n\nChannel 0: your\n\nChannel 1: some light.\n\nChannel 0: mhmm? Can I have your full name, please, for me to check your account?\n\nChannel 1: The full name would be Abby Wise.\n\nChannel 0: Abby.\n\nChannel 1: I have an email username and password.\n\nChannel 0: Mhmm.\n\nChannel 1: But, yeah, it's just the things that this is saying to do in the email, it's not quite linking up to to properly work. That's that's all.\n\nChannel 0: Okay. Have you received our email? Instruction on how to set up your own router using\n\nChannel 1: Yep. I have. The reset button hooked it all up. Everything the lights are all flashing, and I'm able to connect to it, but nothing actually ends up happening. Like, it's just a slow Internet.\n\nIt says it's got\n\nChannel 0: Okay.\n\nChannel 1: it's got bars, but, yeah, nothing's happening. And then when I go to navigate to the website to get it to start, it's it's saying that\n\nChannel 0: Mhmm.\n\nChannel 1: there's no Internet, and I can't really get past that. So I just figured I'd bring someone that knows what they're doing. So what modem are\n\nChannel 0: Okay.\n\nChannel 1: you guys?\n\nChannel 0: I think, yeah, I think that your router is not compatible because for the router to work with this upgraded service, it must support fiber based connections. Compatible\n\nChannel 1: Yeah.\n\nChannel 0: models includes devices like the AX 3,000 dual band Wi Fi six router or similar fiber ready models. So\n\nChannel 1: Will\n\nChannel 0: if you're\n\nChannel 1: ADSL\n\nChannel 0: current yeah.\n\nChannel 1: work? Will necky ADSL\n\nChannel 0: AX,\n\nChannel 1: work?\n\nChannel 0: unfortunately, no. That VDSL or DSL router is not compatible with Uptick fiber upgrade connection, it will not be able to authenticate or connect successfully even if the PPPoE details are correct, the one that we provided you, the username and password. So if you want, we can provide you a router. But for the router for our cheapest router, it's $219.95. This is already preconfigured if ever, so you just need to connect it to the NTD box, the box on your wall.\n\nThen after a few minutes, it should be working fine.\n\nChannel 1: Well, this came out of a house that was working perfectly fine with NBN, and it's only just that that we've moved out of this house and we're now using it in this place, and it's just not working.\n\nChannel 0: Okay. So do you mean the router was left there from the previous owner?\n\nChannel 1: Yeah. Well, I believe the modem box, which is the one that you\n\nChannel 0: Mhmm.\n\nChannel 1: pull the let me let me go up and have a look at it.\n\nChannel 0: Yeah. The NTT box is mounted on your wall.\n\nChannel 1: Yes.\n\nChannel 0: That\n\nChannel 1: And then\n\nChannel 0: is\n\nChannel 1: when\n\nChannel 0: where\n\nChannel 1: we plug\n\nChannel 0: we're going to connect the router. Yeah.\n\nChannel 1: yes. And this router was working not even a week ago on another NTD box. I was just wondering, have you guys got much experience with these Netgear ones? Because, yeah, it it it works. I can link up to it, and it says it has Wi Fi.\n\nIt's just not\n\nChannel 0: Mhmm.\n\nChannel 1: not letting\n\nChannel 0: Yeah.\n\nChannel 1: me sort\n\nChannel 0: But\n\nChannel 1: of go any further.\n\nChannel 0: Mhmm. Yeah. Is it a Supa network as well? You said that the router's been working fine\n\nChannel 1: Yep. Yeah.\n\nChannel 0: from\n\nChannel 1: It's been\n\nChannel 0: preview?\n\nChannel 1: working fine.\n\nChannel 0: Is it a Supa network or NBN?\n\nChannel 1: I believe the previous house was NBN.\n\nChannel 0: Yeah. Because the your network right now, your the under your service address is only Supa Network. It's not NBN. So it might be from the previous address that is NBN address. That's why it's working well with NBN.\n\nChannel 1: Okay.\n\nChannel 0: But right now, your network is Supa.\n\nChannel 1: Super Network.\n\nChannel 0: So\n\nChannel 1: What's\n\nChannel 0: you\n\nChannel 1: the\n\nChannel 0: need\n\nChannel 1: difference\n\nChannel 0: yeah.\n\nChannel 1: between that and NBN?\n\nChannel 0: Actually, it just really depends on the service address\n\nChannel 1: Okay.\n\nChannel 0: availability. Yeah. On your previous\n\nChannel 1: Friday.\n\nChannel 0: address, NBN is the available network, while on your address right now, Supa network is the only available at the\n\nChannel 1: Friday.\n\nChannel 0: area. Mhmm.\n\nChannel 1: Alright. Well, I suppose\n\nChannel 0: That's\n\nChannel 1: I'd\n\nChannel 0: why\n\nChannel 1: like to look into\n\nChannel 0: we cannot,\n\nChannel 1: that a little bit then.\n\nChannel 0: yeah, we cannot offer NBN if to this address because NBN is not available. Only\n\nChannel 1: Okay.\n\nChannel 0: Super Network, ma'am.\n\nChannel 1: Alright. Well,\n\nChannel 0: So do you want to\n\nChannel 1: thank you.\n\nChannel 0: get a router from us?\n\nChannel 1: No. It's like I I do have another couple of other routers of friends of ours we're looking to send, but\n\nChannel 0: Yeah.\n\nChannel 1: that's okay. Thank you very\n\nChannel 0: Thank\n\nChannel 1: much for\n\nChannel 0: you.\n\nChannel 1: that.\n\nChannel 0: I'll also email you, like, an updated instruction for you to where the available compatible models are included there for you to have a reference if ever you want to buy outside.\n\nChannel 1: Yep. Okay.\n\nChannel 0: So you so you'll get a compatible router if ever.\n\nChannel 1: Yep. Yeah. I guess so.\n\nChannel 0: Okay. Just give us a callback if ever you need assistance in\n\nChannel 1: Yep.\n\nChannel 0: setting it up.\n\nChannel 1: Still easy.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. Thank\n\nChannel 0: Okay.\n\nChannel 1: you. Enjoy the rest\n\nChannel 0: Thank\n\nChannel 1: of your day.\n\nChannel 0: you. Bye.\n\nChannel 1: Bye.\n\nChannel 0: Yeah.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.16,"end":0.48,"sentiment":"neutral","sentiment_score":0.07054446637630463},{"text":"Good morning.","start":0.48,"end":1.12,"sentiment":"neutral","sentiment_score":0.22714702785015106},{"text":"This is Maureen from Airtel.","start":1.12,"end":2.82,"sentiment":"neutral","sentiment_score":0.1291615277528763}],"sentiment":"neutral","sentiment_score":0.14633077010512352,"channel":0,"num_words":8,"start":0.16,"end":2.82},{"sentences":[{"text":"Hey, Maureen.","start":4.72,"end":5.52,"sentiment":"neutral","sentiment_score":0.04914850927889347},{"text":"This is Isaac.","start":5.52,"end":6.42,"sentiment":"neutral","sentiment_score":0.03721294676264127},{"text":"I","start":7.9199996,"end":8.16,"sentiment":"neutral","sentiment_score":0.017099838703870773}],"sentiment":"neutral","sentiment_score":0.03783928292493025,"channel":1,"num_words":6,"start":4.72,"end":8.16},{"sentences":[{"text":"Mhmm.","start":8.0,"end":8.5,"sentiment":"neutral","sentiment_score":0.0006866955664008856}],"sentiment":"neutral","sentiment_score":0.0006866955664008856,"channel":0,"num_words":1,"start":8.0,"end":8.5},{"sentences":[{"text":"received an email.","start":8.16,"end":9.44,"sentiment":"neutral","sentiment_score":-0.04807180538773537},{"text":"So, essentially, we're in an apartment in Canberra, and I have a what what I believe to be a modem, and I can't quite get my Internet to work.","start":9.44,"end":20.805,"sentiment":"neutral","sentiment_score":-0.09581345332593753},{"text":"I I have an email from you guys about connecting the router and to connect to your network termination device,","start":22.785,"end":32.019997,"sentiment":"neutral","sentiment_score":-0.043421028973534705}],"sentiment":"neutral","sentiment_score":-0.07290819504011709,"channel":1,"num_words":52,"start":8.16,"end":32.019997},{"sentences":[{"text":"Mhmm.","start":33.09,"end":33.59,"sentiment":"neutral","sentiment_score":-0.06179345399141312}],"sentiment":"neutral","sentiment_score":-0.06179345399141312,"channel":0,"num_words":1,"start":33.09,"end":33.59},{"sentences":[{"text":"but it's just","start":33.6,"end":34.48,"sentiment":"neutral","sentiment_score":-0.08481352776288986}],"sentiment":"neutral","sentiment_score":-0.08481352776288986,"channel":1,"num_words":3,"start":33.6,"end":34.48},{"sentences":[{"text":"Yeah.","start":34.45,"end":34.95,"sentiment":"neutral","sentiment_score":-0.23342375457286835}],"sentiment":"neutral","sentiment_score":-0.23342375457286835,"channel":0,"num_words":1,"start":34.45,"end":34.95},{"sentences":[{"text":"not quite working.","start":34.48,"end":35.699997,"sentiment":"negative","sentiment_score":-0.4332575698693593},{"text":"Wondering","start":36.8,"end":37.199997,"sentiment":"neutral","sentiment_score":-0.14510950446128845}],"sentiment":"negative","sentiment_score":-0.3612205535173416,"channel":1,"num_words":4,"start":34.48,"end":37.199997},{"sentences":[{"text":"Okay.","start":36.85,"end":37.35,"sentiment":"neutral","sentiment_score":-0.12232545763254166}],"sentiment":"neutral","sentiment_score":-0.12232545763254166,"channel":0,"num_words":1,"start":36.85,"end":37.35},{"sentences":[{"text":"if you'd","start":37.199997,"end":37.44,"sentiment":"neutral","sentiment_score":-0.042425431311130524}],"sentiment":"neutral","sentiment_score":-0.042425431311130524,"channel":1,"num_words":2,"start":37.199997,"end":37.44},{"sentences":[{"text":"Can","start":37.41,"end":37.57,"sentiment":"neutral","sentiment_score":-0.08163218200206757}],"sentiment":"neutral","sentiment_score":-0.08163218200206757,"channel":0,"num_words":1,"start":37.41,"end":37.57},{"sentences":[{"text":"be able","start":37.44,"end":37.76,"sentiment":"neutral","sentiment_score":-0.06436698883771896}],"sentiment":"neutral","sentiment_score":-0.06436698883771896,"channel":1,"num_words":2,"start":37.44,"end":37.76},{"sentences":[{"text":"I have","start":37.57,"end":37.97,"sentiment":"neutral","sentiment_score":-0.12059501931071281}],"sentiment":"neutral","sentiment_score":-0.12059501931071281,"channel":0,"num_words":2,"start":37.57,"end":37.97},{"sentences":[{"text":"to shed","start":37.76,"end":38.16,"sentiment":"neutral","sentiment_score":-0.08983848802745342}],"sentiment":"neutral","sentiment_score":-0.08983848802745342,"channel":1,"num_words":2,"start":37.76,"end":38.16},{"sentences":[{"text":"your","start":37.97,"end":38.29,"sentiment":"neutral","sentiment_score":-0.1184103935956955}],"sentiment":"neutral","sentiment_score":-0.1184103935956955,"channel":0,"num_words":1,"start":37.97,"end":38.29},{"sentences":[{"text":"some light.","start":38.16,"end":38.82,"sentiment":"neutral","sentiment_score":-0.10835591703653336}],"sentiment":"neutral","sentiment_score":-0.10835591703653336,"channel":1,"num_words":2,"start":38.16,"end":38.82},{"sentences":[{"text":"mhmm?","start":39.25,"end":39.75,"sentiment":"neutral","sentiment_score":-0.005660671275109053},{"text":"Can I have your full name, please, for me to check your account?","start":39.809998,"end":42.55,"sentiment":"neutral","sentiment_score":-0.0006854266214829228}],"sentiment":"neutral","sentiment_score":-0.0010408012395990748,"channel":0,"num_words":14,"start":39.25,"end":42.55},{"sentences":[{"text":"The full name would be Abby Wise.","start":45.835,"end":48.655,"sentiment":"neutral","sentiment_score":0.0050157468233789715}],"sentiment":"neutral","sentiment_score":0.0050157468233789715,"channel":1,"num_words":7,"start":45.835,"end":48.655},{"sentences":[{"text":"Abby.","start":50.695,"end":51.195,"sentiment":"neutral","sentiment_score":0.002427520230412483}],"sentiment":"neutral","sentiment_score":0.002427520230412483,"channel":0,"num_words":1,"start":50.695,"end":51.195},{"sentences":[{"text":"I have an email username and password.","start":56.38,"end":60.48,"sentiment":"neutral","sentiment_score":-0.01069409679621458}],"sentiment":"neutral","sentiment_score":-0.01069409679621458,"channel":1,"num_words":7,"start":56.38,"end":60.48},{"sentences":[{"text":"Mhmm.","start":62.71,"end":63.21,"sentiment":"neutral","sentiment_score":-0.031074386090040207}],"sentiment":"neutral","sentiment_score":-0.031074386090040207,"channel":0,"num_words":1,"start":62.71,"end":63.21},{"sentences":[{"text":"But, yeah, it's just the things that this is saying to do in the email, it's not quite linking up to to properly work.","start":64.380005,"end":73.814995,"sentiment":"neutral","sentiment_score":-0.21136050360898176},{"text":"That's that's all.","start":73.814995,"end":74.875,"sentiment":"neutral","sentiment_score":-0.1327416921655337}],"sentiment":"neutral","sentiment_score":-0.2026250801152653,"channel":1,"num_words":27,"start":64.380005,"end":74.875},{"sentences":[{"text":"Okay.","start":76.175,"end":76.675,"sentiment":"neutral","sentiment_score":0.008338925428688526},{"text":"Have you received our email?","start":76.975006,"end":78.835,"sentiment":"neutral","sentiment_score":0.009287458285689354},{"text":"Instruction on how to set up your own router using","start":80.335,"end":84.035,"sentiment":"neutral","sentiment_score":0.035909312032163146}],"sentiment":"neutral","sentiment_score":0.02586683357367292,"channel":0,"num_words":16,"start":76.175,"end":84.035},{"sentences":[{"text":"Yep.","start":85.69,"end":86.090004,"sentiment":"neutral","sentiment_score":0.024397853761911392},{"text":"I have.","start":86.090004,"end":86.75,"sentiment":"neutral","sentiment_score":0.0062292562797665605},{"text":"The reset button 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customer named Abby Wise contacts Airtel to report that her modem is not working despite being able to connect to her internet. She explains that the modem is not compatible with her upgraded service and provides a cheap router for $219.95. The representative suggests getting a replacement modem and provides instructions for setting up the router."},"intents":{"segments":[{"text":"So, essentially, we're in an apartment in Canberra, and I have a what what I believe to be a modem, and I can't quite get my Internet to work. I I have an email from you guys about connecting the router and to connect to your network termination device, Mhmm.","start_word":18,"end_word":67,"intents":[{"intent":"Fix internet connection","confidence_score":0.40095234}]},{"text":"You said that the router's been working fine Yep.","start_word":590,"end_word":598,"intents":[{"intent":"Request router support","confidence_score":0.0053558378}]}]},"sentiments":{"segments":[{"text":"Hello. Good morning. This is Maureen from Airtel. Hey, Maureen. This is Isaac. I Mhmm. received an email. So, essentially, we're in an apartment in Canberra, and I have a what what I believe to be a modem, and I can't quite get my Internet to work. I I have an email from you guys about connecting the router and to connect to your network termination device, Mhmm. but it's just Yeah.","start_word":0,"end_word":71,"sentiment":"neutral","sentiment_score":-0.03418397530913353},{"text":"not quite working.","start_word":72,"end_word":74,"sentiment":"negative","sentiment_score":-0.4312745034694672},{"text":"Wondering Okay. if you'd Can be able I have to shed your some light. mhmm? Can I have your full name, please, for me to check your account? The full name would be Abby Wise. Abby. I have an email username and password. Mhmm. But, yeah, it's just the things that this is saying to do in the email, it's not quite linking up to to properly work. That's that's all. Okay. Have you received our email? Instruction on how to set up your own router using Yep. I have. The reset button hooked it all up. Everything the lights are all flashing, and I'm able to connect to it, but nothing actually ends up happening.","start_word":75,"end_word":190,"sentiment":"neutral","sentiment_score":-0.07505670189857483},{"text":"Like, it's just a slow Internet.","start_word":191,"end_word":196,"sentiment":"negative","sentiment_score":-0.3344546854496002},{"text":"It says it's got Okay. it's got bars, but, yeah, nothing's happening. And then when I go to navigate to the website to get it to start, it's it's saying that Mhmm.","start_word":197,"end_word":228,"sentiment":"neutral","sentiment_score":-0.19835814833641052},{"text":"there's no Internet, and I can't really get past that.","start_word":229,"end_word":238,"sentiment":"negative","sentiment_score":-0.3472931981086731},{"text":"So I just figured I'd bring someone that knows what they're doing. So what modem are Okay. you guys?","start_word":239,"end_word":257,"sentiment":"neutral","sentiment_score":-0.1294117420911789},{"text":"I think, yeah, I think that your router is not compatible because for the router to work with this upgraded service, it must support fiber based connections.","start_word":258,"end_word":284,"sentiment":"negative","sentiment_score":-0.4294727146625519},{"text":"Compatible Yeah. models includes devices like the AX 3,000 dual band Wi Fi six router or similar fiber ready models. So Will if you're ADSL current yeah. work? Will necky ADSL AX, work?","start_word":285,"end_word":317,"sentiment":"neutral","sentiment_score":0.008735205300829628},{"text":"unfortunately, no. That VDSL or DSL router is not compatible with Uptick fiber upgrade connection, it will not be able to authenticate or connect successfully even if the PPPoE details are correct, the one that we provided you, the username and password.","start_word":318,"end_word":359,"sentiment":"negative","sentiment_score":-0.5290533304214478},{"text":"So if you want, we can provide you a router. But for the router for our cheapest router, it's $219.95. This is already preconfigured if ever, so you just need to connect it to the NTD box, the box on your wall. Then after a few minutes, it should be working fine. Well, this came out of a house that was working perfectly fine with NBN, and it's only just that that we've moved out of this house and we're now using it in this place, and it's just not working. Okay. So do you mean the router was left there from the previous owner? Yeah. Well, I believe the modem box, which is the one that you Mhmm. pull the let me let me go up and have a look at it. Yeah. The NTT box is mounted on your wall. Yes. That And then is when where we plug we're going to connect the router. Yeah. yes. And this router was working not even a week ago on another NTD box. I was just wondering, have you guys got much experience with these Netgear ones? Because, yeah, it it it works. I can link up to it, and it says it has Wi Fi. It's just not Mhmm. not letting Yeah. me sort But of go any further. Mhmm. Yeah. Is it a Supa network as well? You said that the router's been working fine Yep. Yeah. from It's been preview? working fine. Is it a Supa network or NBN? I believe the previous house was NBN. Yeah. Because the your network right now, your the under your service address is only Supa Network. It's not NBN. So it might be from the previous address that is NBN address. That's why it's working well with NBN. Okay. But right now, your network is Supa. Super Network. So What's you the need difference yeah. between that and NBN? Actually, it just really depends on the service address Okay. availability. Yeah. On your previous Friday. address, NBN is the available network, while on your address right now, Supa network is the only available at the Friday. area. Mhmm. Alright. Well, I suppose That's I'd why like to look into we cannot, that a little bit then. yeah, we cannot offer NBN if to this address because NBN is not available. Only Okay. Super Network, ma'am. Alright. Well, So do you want to thank you. get a router from us? No. It's like I I do have another couple of other routers of friends of ours we're looking to send, but Yeah. that's okay.","start_word":360,"end_word":792,"sentiment":"neutral","sentiment_score":-0.0261682642980825},{"text":"Thank you very Thank much for you.","start_word":793,"end_word":799,"sentiment":"positive","sentiment_score":0.5398802757263184},{"text":"that. 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