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I just couldn't quite understand. Alright. Sure. Let's have a look. Can I have the account holder's first name, please? F I d y. Fidy Matthew. Yeah? Alright. And how are you today? Yeah. I need a holiday, mate. Okay. How do you spell it for F? F I, F For Freddie, I For India, D For David, Y For Yellow? Oh, okay. Sorry. Let's spell that again. The first letter is? Sorry? I see. Yeah. Sorry. Yep. S? Okay. CB. Sorry, mate. Here we go. Here we go. Okay. So you're on a Linham network. Alright. So what's happening with it? That's a it's a it's a dropout. Yeah? Hang on a sec. Let me just open up the the portal and just check to see what's going on. Okay. Whereabouts are you in Australia? What what what area? Oh, Wellington. That's Victoria, is it? Okay, Cindy. Sorry. Let's have a look. New South Wales. Alright. Can I have the address? The actual address, what is it? Yeah. Your the address where the Internet is. Yeah. But what's the number of the street and all that? 11? What else? Okay. Got it. Warrington. Got it. Got it. Got it. Got it. Okay. Here we go. Alright. So let me just check. So it's 11 different circuit warranty, new cell phones, blah blah blah blah. So you're a twenty five ten. What sort of router are you using? If I give you a mobile number, can you send me the the a photo of the router? Oh, okay. Yeah. Yeah. Okay. So so it's a Wi Fi six. Right? Yeah. That's good. Because that a lot of Wi Fi sixes status. So it's telling me you're active. Alright. Session log. Let's have a look. Let's see what's okay. So I see here you had a dropout at twenty what's the date today? Sixteenth or the fifth. What are we in? No. Okay. So there was a dropout right about 10:30 this morning. I can see they're here. I don't see any other dropouts. I'm only seeing just one at 10:30 this morning. Yeah. For and there could have been one at a couple of days ago maybe, right about 7PM. And another one probably woulda happened early this month at about 08:30PM. Yeah. These are small dropouts. It could be a this could be a network issue. If you if you can you I need you to do something for me if you don't mind. Can you jot this number down? 0403 yeah. Yeah. 04037 63 744. Do you have a laptop? Okay. If you on your phone, do you have the Ookla app? No. Ookla, double o k l a. Yeah. So I was wondering if you can do just a a quick couple of speed tests and do a screenshot and send it to that number. If you can if you can do that, just sort of gives me a bit of an indication. If you have a laptop and you can open up your laptop, we can do what they call a access from our end to your end and just double check all the settings and all that, making sure everything's alright. Now when when was the last time you did a power cycle? How long have you been with us for? Let's have a look. Okay. One, two, three, four. A bit longer than four months. Oh, yeah. Five months. Okay. Yeah. Yeah. Twelve. Okay. What I sometimes every four to six months, we need to do what they call a maintenance power cycle on the router. Because the router, if you if you leave it on twenty four seven, which is good, that's the way it should be, every four to six months, it needs to be unplugged for about twenty minutes. So the back of the router, you got, like, a little power supply that plugs into the router. You just need to pull that out for twenty minutes or and that's in and plug it back in, and you find that that'll fix that up. Because these these routers, the same as the computers, they have processes. And with the computer, like, if you don't restart the computer and the the processor gets too much memory, it slows down or or freezes and stuff like that. Routers have exactly the same type of processor. So that could be one of the main issues. So every four to six months, if you if you find that there's any lagging or anything like that happening, just unplug the router for twenty minutes and then put it back in, and that's it. If that doesn't fix up No. No. No. I'm trying I'm trying to explain I'm trying to explain to you what we need what is a what they call a process of elimination that we need to look at before we can define whether it's the router, the network, or whatever. And this is, to me, it sounds like it's the network because I can see I can see sessions or 1.2 gigs, three gigs, three nine gigs. Then I see small sessions of 19 megabytes, 2.5 megabytes, and I see that that's either in idle in idle or I can see that there's, like, there's a direct like, this morning, you had a stop at 10:30AM. I can see that. But then I can see others that you your duration was four minutes and forty two seconds for 19.88 megabytes, which is nothing but that that's an idol. That's an idol. That's an idol. You did have two other dropouts, but that's that was back in January and March, unless you turned the router off or something like that. And that was just one drop out. There was zero bytes. The other one was 92.65 gigabytes. The only yeah. To be honest with you, the last so today's the sixteenth. '60. So we go back we go back about a week ago. I can only see one dropout or one stop that happened at 10:30 this morning. I I can't see anything else. I can see small portions where you're not using it, but that's that's an idle. It just idles. So sometimes if you don't use the the the Internet, it idles at a certain speed, which is a very low speed, but it just it's an idle speed. That that that that happens with everybody. So let's get to the root of this. If you're able to send me a couple of speed tests to that number I gave you, that'll help me recognize a few things. And if you can open up a laptop today or later on or when you can, just text me assistance to that number in which I can have access to your router from my end. We download what we use what what we use is a a program called TeamViewer, which will give us access access to your router, and then we can run some tests on your router, see if there's any package loss. If there's a package loss and then there's an issue with the router, there's no package loss, then it's it is a network issue, and then we need to send out a an an email to Linham Networks so they can check it from their end and find out what's going on. That make any sense? No. There's no limit these these are unlimited services. Yeah. But that could be a device issue. So if you got Internet to your router and you're using it on some devices and some devices don't access it, it's got nothing to do with the Internet. It could be a device issue that might need to be reset or redone. If you can so TVs some TVs will connect to a five g. Others will only connect to a 2.4 g, which is made for some TVs and your alarm system. Now you're on a 25 Mbps. We're only allowing you about three three, maybe four devices to work at the same time. Anything over there could still work or could stop working because it's it's not that much bandwidth. So if that's the case how many people are using the Internet more or less? Yeah. We'll see two for 25. But how many devices do you have on at the same time? Do you have, like, TVs? Do you play games and stuff like that? Yeah. Well, so that's that's gonna be too it's gonna be too much for this for this plan, 25 Mbps. What from what you're telling me, yeah, you're gonna have those issues. Because the 25 Mbps is mainly made for one or two people. People are just renting, and they're only using the Internet for work. They probably might stream the TV or one other device, whatever, stuff like that to surf the web and all that. But if you're gonna try and use two TVs and PlayStations and all that, it's not gonna Yeah. But the time that they're using it, that can cause those dropouts. That's what I'm saying. Yeah. This this morning, I can see you had a dropout of ten twenty five. That's what I'm saying. But that's a drop that's a dropout. A dropout is is when the network when the network has got some sort of an issue with either one of the switches or one of the fibers and might have had a glitch a glitch inside the the network and probably stopped the transit just for a split second to not work or maybe a few seconds or something like that. That's something that can happen because the network we have here in Australia, it's huge. Probably one of the big biggest networks in the world, and you can imagine yourself where you are. It's gotta go through NBN. It's gotta go through a private switch. It's gotta go back to Linham network depending on how far you are, blah blah blah blah. So if you if you're driving from here to to Sydney and and the highway's got all these curves and turns and all that, you know, it's gonna be a bit of a hassle to get there. But if it's just a straight line, it's a lot easier. So normally, these lines, the optic fiber needs to be on a straight line because it all works with light, the speed of light. But because this has been bandwidth at 25 Mbps, if you put anything more than that bandwidth, it's not gonna allow the the the Internet to go through that panel because it's too small. That's why so when your kids come home and they start playing games and all that, whatever, which is good. There's nothing wrong with that. But when you got three or four more users at the same time, you're gonna have that sort of an issue on this bandwidth. If it's a continuous thing, I strongly advise you then to go to the next bandwidth up up, which is a 50 Mbps. That's only an extra $10. That's all it is. We're not talking about big money. That will resolve that problem. That's one point. The other point is if there's a glitch in the actual network through one of the switches, which it can happen, you're gonna get this drop of a small dropout. And if that's the case, then I need to log a fault to Linham Networks so they can have a look at the line, do the line test from their end, and find out where that glitch is, and then they'll fix it up. But that could happen just once or twice, and then it'll probably just never happen again. Last but not least, if it's the actual router, we run a test on the router. We double check to see if there's any package loss. And we can we can we can only do that on a laptop. Sorry. Yeah. Yeah. Yeah. No problem, Steve. No stress when you're ready. Yeah. You got my you got the mobile number there, the station number there. That that number I gave you is a 247 number. So after six PM sorry. No. No. The number that I just gave you, just just text assistance. And then within as soon as we can, we'll reply to you and just go through it that way. Yep. No worries. Yep. Okay. Well, you have a lovely morning. I'll talk to you soon. Alright. Cheers, man. Bye. 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morning. Good What what are what are we talking about? Yeah. But we're talking about Internet, mobile phones. What are we talking about?\n\nOh, okay. So it's an Internet service. Sorry, man. I just couldn't quite understand. Alright.\n\nSure. Let's have a look. Can I have the account holder's first name, please? F I d y. Fidy Matthew.\n\nYeah? Alright. And how are you today? Yeah. I need a holiday, mate.\n\nOkay. How do you spell it for F? F I, F For Freddie, I For India, D For David, Y For Yellow? Oh, okay. Sorry.\n\nLet's spell that again. The first letter is? Sorry? I see. Yeah.\n\nSorry. Yep. S? Okay. CB.\n\nSorry, mate. Here we go. Here we go. Okay. So you're on a Linham network.\n\nAlright. So what's happening with it? That's a it's a it's a dropout. Yeah? Hang on a sec.\n\nLet me just open up the the portal and just check to see what's going on. Okay. Whereabouts are you in Australia? What what what area? Oh, Wellington.\n\nThat's Victoria, is it? Okay, Cindy. Sorry. Let's have a look. New South Wales.\n\nAlright. Can I have the address? The actual address, what is it? Yeah. Your the address where the Internet is.\n\nYeah. But what's the number of the street and all that? 11? What else? Okay.\n\nGot it. Warrington. Got it. Got it. Got it.\n\nGot it. Okay. Here we go. Alright. So let me just check.\n\nSo it's 11 different circuit warranty, new cell phones, blah blah blah blah. So you're a twenty five ten. What sort of router are you using? If I give you a mobile number, can you send me the the a photo of the router? Oh, okay.\n\nYeah. Yeah. Okay. So so it's a Wi Fi six. Right?\n\nYeah. That's good. Because that a lot of Wi Fi sixes status. So it's telling me you're active. Alright.\n\nSession log. Let's have a look. Let's see what's okay. So I see here you had a dropout at twenty what's the date today? Sixteenth or the fifth.\n\nWhat are we in? No. Okay. So there was a dropout right about 10:30 this morning. I can see they're here.\n\nI don't see any other dropouts. I'm only seeing just one at 10:30 this morning. Yeah. For and there could have been one at a couple of days ago maybe, right about 7PM. And another one probably woulda happened early this month at about 08:30PM.\n\nYeah. These are small dropouts. It could be a this could be a network issue. If you if you can you I need you to do something for me if you don't mind. Can you jot this number down?\n\n0403 yeah. Yeah. 04037 63 744. Do you have a laptop? Okay.\n\nIf you on your phone, do you have the Ookla app? No. Ookla, double o k l a. Yeah. So I was wondering if you can do just a a quick couple of speed tests and do a screenshot and send it to that number.\n\nIf you can if you can do that, just sort of gives me a bit of an indication. If you have a laptop and you can open up your laptop, we can do what they call a access from our end to your end and just double check all the settings and all that, making sure everything's alright. Now when when was the last time you did a power cycle? How long have you been with us for? Let's have a look.\n\nOkay. One, two, three, four. A bit longer than four months. Oh, yeah. Five months.\n\nOkay. Yeah. Yeah. Twelve. Okay.\n\nWhat I sometimes every four to six months, we need to do what they call a maintenance power cycle on the router. Because the router, if you if you leave it on twenty four seven, which is good, that's the way it should be, every four to six months, it needs to be unplugged for about twenty minutes. So the back of the router, you got, like, a little power supply that plugs into the router. You just need to pull that out for twenty minutes or and that's in and plug it back in, and you find that that'll fix that up. Because these these routers, the same as the computers, they have processes.\n\nAnd with the computer, like, if you don't restart the computer and the the processor gets too much memory, it slows down or or freezes and stuff like that. Routers have exactly the same type of processor. So that could be one of the main issues. So every four to six months, if you if you find that there's any lagging or anything like that happening, just unplug the router for twenty minutes and then put it back in, and that's it. If that doesn't fix up No.\n\nNo. No. I'm trying I'm trying to explain I'm trying to explain to you what we need what is a what they call a process of elimination that we need to look at before we can define whether it's the router, the network, or whatever. And this is, to me, it sounds like it's the network because I can see I can see sessions or 1.2 gigs, three gigs, three nine gigs. Then I see small sessions of 19 megabytes, 2.5 megabytes, and I see that that's either in idle in idle or I can see that there's, like, there's a direct like, this morning, you had a stop at 10:30AM.\n\nI can see that. But then I can see others that you your duration was four minutes and forty two seconds for 19.88 megabytes, which is nothing but that that's an idol. That's an idol. That's an idol. You did have two other dropouts, but that's that was back in January and March, unless you turned the router off or something like that.\n\nAnd that was just one drop out. There was zero bytes. The other one was 92.65 gigabytes. The only yeah. To be honest with you, the last so today's the sixteenth.\n\n'60. So we go back we go back about a week ago. I can only see one dropout or one stop that happened at 10:30 this morning. I I can't see anything else. I can see small portions where you're not using it, but that's that's an idle.\n\nIt just idles. So sometimes if you don't use the the the Internet, it idles at a certain speed, which is a very low speed, but it just it's an idle speed. That that that that happens with everybody. So let's get to the root of this. If you're able to send me a couple of speed tests to that number I gave you, that'll help me recognize a few things.\n\nAnd if you can open up a laptop today or later on or when you can, just text me assistance to that number in which I can have access to your router from my end. We download what we use what what we use is a a program called TeamViewer, which will give us access access to your router, and then we can run some tests on your router, see if there's any package loss. If there's a package loss and then there's an issue with the router, there's no package loss, then it's it is a network issue, and then we need to send out a an an email to Linham Networks so they can check it from their end and find out what's going on. That make any sense? No.\n\nThere's no limit these these are unlimited services. Yeah. But that could be a device issue. So if you got Internet to your router and you're using it on some devices and some devices don't access it, it's got nothing to do with the Internet. It could be a device issue that might need to be reset or redone.\n\nIf you can so TVs some TVs will connect to a five g. Others will only connect to a 2.4 g, which is made for some TVs and your alarm system. Now you're on a 25 Mbps. We're only allowing you about three three, maybe four devices to work at the same time. Anything over there could still work or could stop working because it's it's not that much bandwidth.\n\nSo if that's the case how many people are using the Internet more or less? Yeah. We'll see two for 25. But how many devices do you have on at the same time? Do you have, like, TVs?\n\nDo you play games and stuff like that? Yeah. Well, so that's that's gonna be too it's gonna be too much for this for this plan, 25 Mbps. What from what you're telling me, yeah, you're gonna have those issues. Because the 25 Mbps is mainly made for one or two people.\n\nPeople are just renting, and they're only using the Internet for work. They probably might stream the TV or one other device, whatever, stuff like that to surf the web and all that. But if you're gonna try and use two TVs and PlayStations and all that, it's not gonna Yeah. But the time that they're using it, that can cause those dropouts. That's what I'm saying.\n\nYeah. This this morning, I can see you had a dropout of ten twenty five. That's what I'm saying. But that's a drop that's a dropout. A dropout is is when the network when the network has got some sort of an issue with either one of the switches or one of the fibers and might have had a glitch a glitch inside the the network and probably stopped the transit just for a split second to not work or maybe a few seconds or something like that.\n\nThat's something that can happen because the network we have here in Australia, it's huge. Probably one of the big biggest networks in the world, and you can imagine yourself where you are. It's gotta go through NBN. It's gotta go through a private switch. It's gotta go back to Linham network depending on how far you are, blah blah blah blah.\n\nSo if you if you're driving from here to to Sydney and and the highway's got all these curves and turns and all that, you know, it's gonna be a bit of a hassle to get there. But if it's just a straight line, it's a lot easier. So normally, these lines, the optic fiber needs to be on a straight line because it all works with light, the speed of light. But because this has been bandwidth at 25 Mbps, if you put anything more than that bandwidth, it's not gonna allow the the the Internet to go through that panel because it's too small. That's why so when your kids come home and they start playing games and all that, whatever, which is good.\n\nThere's nothing wrong with that. But when you got three or four more users at the same time, you're gonna have that sort of an issue on this bandwidth. If it's a continuous thing, I strongly advise you then to go to the next bandwidth up up, which is a 50 Mbps. That's only an extra $10. That's all it is.\n\nWe're not talking about big money. That will resolve that problem. That's one point. The other point is if there's a glitch in the actual network through one of the switches, which it can happen, you're gonna get this drop of a small dropout. And if that's the case, then I need to log a fault to Linham Networks so they can have a look at the line, do the line test from their end, and find out where that glitch is, and then they'll fix it up.\n\nBut that could happen just once or twice, and then it'll probably just never happen again. Last but not least, if it's the actual router, we run a test on the router. We double check to see if there's any package loss. And we can we can we can only do that on a laptop. Sorry.\n\nYeah. Yeah. Yeah. No problem, Steve. No stress when you're ready.\n\nYeah. You got my you got the mobile number there, the station number there. That that number I gave you is a 247 number. So after six PM sorry. No.\n\nNo. The number that I just gave you, just just text assistance. And then within as soon as we can, we'll reply to you and just go through it that way. Yep. No worries.\n\nYep. Okay. Well, you have a lovely morning. I'll talk to you soon. Alright.\n\nCheers, man. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.24,"end":0.9,"sentiment":"neutral","sentiment_score":0.2510078400373459},{"text":"Good What what are what are we talking about?","start":4.64,"end":17.465,"sentiment":"neutral","sentiment_score":-0.009358221458064185},{"text":"Yeah.","start":21.445,"end":21.685,"sentiment":"neutral","sentiment_score":-0.0333135724067688},{"text":"But we're talking about Internet, mobile phones.","start":21.685,"end":23.765,"sentiment":"neutral","sentiment_score":-0.03999004779117448},{"text":"What are we talking about?","start":23.765,"end":24.985,"sentiment":"neutral","sentiment_score":-0.03573951348662376}],"sentiment":"neutral","sentiment_score":-0.00308957447608312,"num_words":24,"start":0.24,"end":24.985},{"sentences":[{"text":"Oh, okay.","start":27.63,"end":28.029999,"sentiment":"neutral","sentiment_score":-0.006179405841976404},{"text":"So it's an Internet service.","start":28.029999,"end":29.23,"sentiment":"neutral","sentiment_score":-0.02129033673554659},{"text":"Sorry, man.","start":29.23,"end":29.71,"sentiment":"neutral","sentiment_score":-0.2739597111940384},{"text":"I just couldn't quite understand.","start":29.71,"end":31.25,"sentiment":"negative","sentiment_score":-0.4293434679508209},{"text":"Alright.","start":31.869999,"end":32.35,"sentiment":"neutral","sentiment_score":-0.03439916670322418}],"sentiment":"neutral","sentiment_score":-0.18985642828047275,"num_words":15,"start":27.63,"end":32.35},{"sentences":[{"text":"Sure.","start":32.35,"end":32.67,"sentiment":"neutral","sentiment_score":-0.001912003383040428},{"text":"Let's have a look.","start":32.67,"end":33.649998,"sentiment":"neutral","sentiment_score":0.0038936547935009003},{"text":"Can I have the account holder's first name, please?","start":33.71,"end":36.37,"sentiment":"neutral","sentiment_score":0.005931404108802478},{"text":"F I d y.","start":39.635,"end":41.655,"sentiment":"neutral","sentiment_score":0.007098753470927477},{"text":"Fidy Matthew.","start":45.875,"end":46.675,"sentiment":"neutral","sentiment_score":0.03315590135753155}],"sentiment":"neutral","sentiment_score":0.008087603468447923,"num_words":20,"start":32.35,"end":46.675},{"sentences":[{"text":"Yeah?","start":46.675,"end":47.175,"sentiment":"neutral","sentiment_score":0.048156484961509705},{"text":"Alright.","start":48.515,"end":48.914997,"sentiment":"neutral","sentiment_score":0.17524199187755585},{"text":"And how are you today?","start":48.914997,"end":49.975,"sentiment":"neutral","sentiment_score":0.24586810767650605},{"text":"Yeah.","start":52.835,"end":53.074997,"sentiment":"neutral","sentiment_score":0.09668334573507308},{"text":"I need a holiday, mate.","start":53.074997,"end":54.375,"sentiment":"neutral","sentiment_score":0.09712255895137786}],"sentiment":"neutral","sentiment_score":0.15654116582411987,"num_words":13,"start":46.675,"end":54.375},{"sentences":[{"text":"Okay.","start":55.15,"end":55.39,"sentiment":"neutral","sentiment_score":0.03321123868227005},{"text":"How do you spell it for F?","start":55.39,"end":56.75,"sentiment":"neutral","sentiment_score":0.00995820268456425},{"text":"F I, F For Freddie, I For India, D For David, Y For Yellow?","start":56.75,"end":60.93,"sentiment":"neutral","sentiment_score":0.002342082194185683},{"text":"Oh, okay.","start":62.95,"end":65.79,"sentiment":"neutral","sentiment_score":-0.009979640133678913},{"text":"Sorry.","start":65.79,"end":66.03,"sentiment":"neutral","sentiment_score":-0.04386409372091293}],"sentiment":"neutral","sentiment_score":0.002875377368181944,"num_words":25,"start":55.15,"end":66.03},{"sentences":[{"text":"Let's spell that again.","start":66.03,"end":66.99,"sentiment":"neutral","sentiment_score":-0.03483693394809961},{"text":"The first letter is?","start":66.99,"end":68.21,"sentiment":"neutral","sentiment_score":-0.015189111698418856},{"text":"Sorry?","start":70.215004,"end":70.715004,"sentiment":"neutral","sentiment_score":-0.01634913682937622},{"text":"I see.","start":73.175,"end":73.655,"sentiment":"neutral","sentiment_score":-0.015765635296702385},{"text":"Yeah.","start":73.655,"end":73.975,"sentiment":"neutral","sentiment_score":-0.010235147550702097}],"sentiment":"neutral","sentiment_score":-0.021518311463296413,"num_words":12,"start":66.03,"end":73.975},{"sentences":[{"text":"Sorry.","start":73.975,"end":74.295,"sentiment":"neutral","sentiment_score":-0.01576722413301468},{"text":"Yep.","start":74.295,"end":74.795,"sentiment":"neutral","sentiment_score":-0.005275824572890997},{"text":"S?","start":74.855,"end":75.355,"sentiment":"neutral","sentiment_score":-0.0051877787336707115},{"text":"Okay.","start":80.775,"end":81.255005,"sentiment":"neutral","sentiment_score":-0.005825463682413101},{"text":"CB.","start":81.255005,"end":81.655,"sentiment":"neutral","sentiment_score":-0.015901712700724602}],"sentiment":"neutral","sentiment_score":-0.009591600764542818,"num_words":5,"start":73.975,"end":81.655},{"sentences":[{"text":"Sorry, mate.","start":81.655,"end":82.475,"sentiment":"neutral","sentiment_score":-0.05608438514173031},{"text":"Here we go.","start":83.189995,"end":83.829994,"sentiment":"neutral","sentiment_score":-0.026643882195154827},{"text":"Here we go.","start":83.829994,"end":85.03,"sentiment":"neutral","sentiment_score":-0.009985087439417839},{"text":"Okay.","start":85.03,"end":85.35,"sentiment":"neutral","sentiment_score":-0.008728450164198875},{"text":"So you're on a Linham network.","start":85.35,"end":87.21,"sentiment":"neutral","sentiment_score":-0.019081235242386658}],"sentiment":"neutral","sentiment_score":-0.02301810272037983,"num_words":15,"start":81.655,"end":87.21},{"sentences":[{"text":"Alright.","start":89.59,"end":90.09,"sentiment":"neutral","sentiment_score":-0.012098154053092005},{"text":"So what's happening with it?","start":90.46999,"end":92.009995,"sentiment":"neutral","sentiment_score":-0.05304807126522064},{"text":"That's a it's a it's a dropout.","start":104.145,"end":105.685,"sentiment":"neutral","sentiment_score":-0.1765780257327216},{"text":"Yeah?","start":105.745,"end":106.245,"sentiment":"neutral","sentiment_score":-0.11080779880285264},{"text":"Hang on a sec.","start":109.905,"end":110.965,"sentiment":"neutral","sentiment_score":-0.05928689334541559}],"sentiment":"neutral","sentiment_score":-0.10340778126070897,"num_words":18,"start":89.59,"end":110.965},{"sentences":[{"text":"Let me just open up the the portal and just check to see what's going on.","start":111.185,"end":117.03,"sentiment":"neutral","sentiment_score":-0.027416798751801252},{"text":"Okay.","start":127.97,"end":128.47,"sentiment":"neutral","sentiment_score":-0.033270109444856644},{"text":"Whereabouts are you in Australia?","start":130.095,"end":131.375,"sentiment":"neutral","sentiment_score":-0.004427177552133799},{"text":"What what what area?","start":131.375,"end":132.43501,"sentiment":"neutral","sentiment_score":-0.004083729349076748},{"text":"Oh, Wellington.","start":135.535,"end":136.35501,"sentiment":"neutral","sentiment_score":0.0059088184498250484}],"sentiment":"neutral","sentiment_score":-0.017806859204678664,"num_words":28,"start":111.185,"end":136.35501},{"sentences":[{"text":"That's Victoria, is it?","start":138.57501,"end":140.115,"sentiment":"neutral","sentiment_score":0.005121327820234001},{"text":"Okay, Cindy.","start":141.85501,"end":142.655,"sentiment":"neutral","sentiment_score":0.014169421512633562},{"text":"Sorry.","start":142.655,"end":143.155,"sentiment":"neutral","sentiment_score":-0.026353491470217705},{"text":"Let's have a look.","start":143.96,"end":145.56,"sentiment":"neutral","sentiment_score":-0.005124774528667331},{"text":"New South Wales.","start":145.56,"end":146.86,"sentiment":"neutral","sentiment_score":0.005285875561336677}],"sentiment":"neutral","sentiment_score":0.0012735136718090092,"num_words":14,"start":138.57501,"end":146.86},{"sentences":[{"text":"Alright.","start":165.735,"end":166.05501,"sentiment":"neutral","sentiment_score":0.0102671030908823},{"text":"Can I have the address?","start":166.05501,"end":167.195,"sentiment":"neutral","sentiment_score":-0.001918328832834959},{"text":"The actual address, what is it?","start":169.815,"end":171.435,"sentiment":"neutral","sentiment_score":-0.024667210256059963},{"text":"Yeah.","start":176.44,"end":176.76001,"sentiment":"neutral","sentiment_score":0.009797422215342522},{"text":"Your the address where the Internet is.","start":176.76001,"end":178.94,"sentiment":"neutral","sentiment_score":0.009657119001661028}],"sentiment":"neutral","sentiment_score":-0.003496527369134128,"num_words":20,"start":165.735,"end":178.94},{"sentences":[{"text":"Yeah.","start":182.36,"end":182.6,"sentiment":"neutral","sentiment_score":0.012024274095892906},{"text":"But what's the number of the street and all that?","start":182.6,"end":185.02,"sentiment":"neutral","sentiment_score":-0.004442755342461168},{"text":"11?","start":187.895,"end":188.395,"sentiment":"neutral","sentiment_score":-0.00002580904401838779},{"text":"What else?","start":189.895,"end":190.635,"sentiment":"neutral","sentiment_score":-0.0012776111252605915},{"text":"Okay.","start":193.25499,"end":193.575,"sentiment":"neutral","sentiment_score":0.04008975625038147}],"sentiment":"neutral","sentiment_score":0.0003403630418082078,"num_words":15,"start":182.36,"end":193.575},{"sentences":[{"text":"Got it.","start":193.575,"end":193.815,"sentiment":"neutral","sentiment_score":0.060221102088689804},{"text":"Warrington.","start":193.815,"end":194.315,"sentiment":"neutral","sentiment_score":0.05258392542600632},{"text":"Got it.","start":194.375,"end":194.69499,"sentiment":"neutral","sentiment_score":0.10777531564235687},{"text":"Got it.","start":194.69499,"end":194.935,"sentiment":"neutral","sentiment_score":0.13855239748954773},{"text":"Got it.","start":194.935,"end":195.095,"sentiment":"neutral","sentiment_score":0.16241523623466492}],"sentiment":"neutral","sentiment_score":0.11005689203739166,"num_words":9,"start":193.575,"end":195.095},{"sentences":[{"text":"Got it.","start":195.095,"end":195.75499,"sentiment":"neutral","sentiment_score":0.15232954174280167},{"text":"Okay.","start":201.98,"end":202.45999,"sentiment":"neutral","sentiment_score":0.1162525787949562},{"text":"Here we go.","start":202.45999,"end":203.28,"sentiment":"neutral","sentiment_score":0.11430934816598892},{"text":"Alright.","start":205.73999,"end":206.22,"sentiment":"neutral","sentiment_score":0.0874151811003685},{"text":"So let me just check.","start":206.22,"end":207.58,"sentiment":"neutral","sentiment_score":0.06491614058613777}],"sentiment":"neutral","sentiment_score":0.09798629923413198,"num_words":12,"start":195.095,"end":207.58},{"sentences":[{"text":"So it's 11 different circuit warranty, new cell phones, blah blah blah blah.","start":207.58,"end":211.73999,"sentiment":"neutral","sentiment_score":0.027946868302443854},{"text":"So you're a twenty five ten.","start":211.73999,"end":214.23999,"sentiment":"neutral","sentiment_score":0.031805108301341534},{"text":"What sort of router are you using?","start":216.305,"end":217.905,"sentiment":"neutral","sentiment_score":0.015437687348042215},{"text":"If I give you a mobile number, can you send me the the a photo of the router?","start":217.905,"end":221.845,"sentiment":"neutral","sentiment_score":0.026312172930273745},{"text":"Oh, okay.","start":225.185,"end":225.845,"sentiment":"neutral","sentiment_score":0.07203549146652222}],"sentiment":"neutral","sentiment_score":0.027823779235958405,"num_words":46,"start":207.58,"end":225.845},{"sentences":[{"text":"Yeah.","start":226.78499,"end":226.94499,"sentiment":"neutral","sentiment_score":0.05441701412200928},{"text":"Yeah.","start":226.94499,"end":227.185,"sentiment":"neutral","sentiment_score":0.05642115697264671},{"text":"Okay.","start":227.185,"end":227.50499,"sentiment":"neutral","sentiment_score":0.057324089109897614},{"text":"So so it's a Wi Fi six.","start":227.50499,"end":229.025,"sentiment":"neutral","sentiment_score":0.059314249881676266},{"text":"Right?","start":229.025,"end":229.525,"sentiment":"neutral","sentiment_score":0.05756336450576782}],"sentiment":"neutral","sentiment_score":0.058265943080186844,"num_words":11,"start":226.78499,"end":229.525},{"sentences":[{"text":"Yeah.","start":230.43001,"end":230.67,"sentiment":"neutral","sentiment_score":0.2833530604839325},{"text":"That's good.","start":230.67,"end":231.31,"sentiment":"positive","sentiment_score":0.6120449304580688},{"text":"Because that a lot of Wi Fi sixes status.","start":231.31,"end":235.57,"sentiment":"neutral","sentiment_score":0.250311103132036},{"text":"So it's telling me you're active.","start":235.87,"end":237.73,"sentiment":"neutral","sentiment_score":0.126464132219553},{"text":"Alright.","start":238.83,"end":239.31,"sentiment":"neutral","sentiment_score":0.09873421490192412}],"sentiment":"neutral","sentiment_score":0.2430400977793493,"num_words":19,"start":230.43001,"end":239.31},{"sentences":[{"text":"Session log.","start":239.31,"end":240.11,"sentiment":"neutral","sentiment_score":0.07685831934213638},{"text":"Let's have a look.","start":240.11,"end":240.75,"sentiment":"neutral","sentiment_score":0.07737662177532911},{"text":"Let's see what's okay.","start":240.75,"end":242.51001,"sentiment":"neutral","sentiment_score":0.07037377636879683},{"text":"So I see here you had a dropout at twenty what's the date today?","start":242.51001,"end":252.215,"sentiment":"neutral","sentiment_score":-0.02621733756469829},{"text":"Sixteenth or the fifth.","start":253.075,"end":254.515,"sentiment":"neutral","sentiment_score":-0.02570939064025879}],"sentiment":"neutral","sentiment_score":0.00981564081407019,"num_words":28,"start":239.31,"end":254.515},{"sentences":[{"text":"What are we in?","start":254.515,"end":255.735,"sentiment":"neutral","sentiment_score":-0.03328397497534752},{"text":"No.","start":259.315,"end":259.555,"sentiment":"neutral","sentiment_score":-0.25853127241134644},{"text":"Okay.","start":259.555,"end":259.875,"sentiment":"neutral","sentiment_score":-0.18621709942817688},{"text":"So there was a dropout right about 10:30 this morning.","start":259.875,"end":266.35,"sentiment":"neutral","sentiment_score":-0.23756879568099976},{"text":"I can see they're here.","start":268.01,"end":269.55,"sentiment":"neutral","sentiment_score":-0.15248074531555175}],"sentiment":"neutral","sentiment_score":-0.1769512359585081,"num_words":21,"start":254.515,"end":269.55},{"sentences":[{"text":"I don't see any other dropouts.","start":272.17,"end":273.95,"sentiment":"negative","sentiment_score":-0.43337290982405346},{"text":"I'm only seeing just one at 10:30 this morning.","start":275.04498,"end":277.865,"sentiment":"neutral","sentiment_score":-0.27702875766489243},{"text":"Yeah.","start":281.76498,"end":282.26498,"sentiment":"neutral","sentiment_score":-0.06421451270580292},{"text":"For and there could have been one at a couple of days ago maybe, right about 7PM.","start":287.21,"end":301.63,"sentiment":"neutral","sentiment_score":-0.10933526123271269},{"text":"And another one probably woulda happened early this month at about 08:30PM.","start":305.565,"end":313.985,"sentiment":"neutral","sentiment_score":-0.05639264080673456}],"sentiment":"neutral","sentiment_score":-0.17095826491713523,"num_words":45,"start":272.17,"end":313.985},{"sentences":[{"text":"Yeah.","start":316.61002,"end":316.93,"sentiment":"neutral","sentiment_score":-0.2855031490325928},{"text":"These are small dropouts.","start":316.93,"end":318.31,"sentiment":"negative","sentiment_score":-0.5582746267318726},{"text":"It could be a this could be a network issue.","start":318.61002,"end":321.27002,"sentiment":"negative","sentiment_score":-0.5777471601963043},{"text":"If you if you can you I need you to do something for me if you don't mind.","start":323.57,"end":328.335,"sentiment":"neutral","sentiment_score":0.09220127057698038},{"text":"Can you jot this number down?","start":328.815,"end":330.57498,"sentiment":"neutral","sentiment_score":0.03018887930860122}],"sentiment":"neutral","sentiment_score":-0.16552095158168903,"num_words":39,"start":316.61002,"end":330.57498},{"sentences":[{"text":"0403 yeah.","start":330.57498,"end":334.335,"sentiment":"neutral","sentiment_score":0.022104278672486544},{"text":"Yeah.","start":334.335,"end":334.835,"sentiment":"neutral","sentiment_score":0.03715071827173233},{"text":"04037 63 744.","start":343.57,"end":349.25,"sentiment":"neutral","sentiment_score":0.0054965656793986755},{"text":"Do you have a laptop?","start":349.25,"end":350.55,"sentiment":"neutral","sentiment_score":-0.026261583715677262},{"text":"Okay.","start":356.285,"end":356.68503,"sentiment":"neutral","sentiment_score":-0.04067222774028778}],"sentiment":"neutral","sentiment_score":-0.006177597805314387,"num_words":12,"start":330.57498,"end":356.68503},{"sentences":[{"text":"If you on your phone, do you have the Ookla app?","start":356.68503,"end":360.065,"sentiment":"neutral","sentiment_score":0.011929049918597395},{"text":"No.","start":363.165,"end":363.64502,"sentiment":"neutral","sentiment_score":-0.1508720964193344},{"text":"Ookla, double o k l a.","start":363.64502,"end":366.70502,"sentiment":"neutral","sentiment_score":-0.08469734340906143},{"text":"Yeah.","start":368.24,"end":368.74,"sentiment":"neutral","sentiment_score":0.10354442894458772},{"text":"So I was wondering if you can do just a a quick couple of speed tests and do a screenshot and send it to that number.","start":368.96,"end":376.25998,"sentiment":"neutral","sentiment_score":0.12012452804125272}],"sentiment":"neutral","sentiment_score":0.05997656778328948,"num_words":45,"start":356.68503,"end":376.25998},{"sentences":[{"text":"If you can if you can do that, just sort of gives me a bit of an indication.","start":379.52,"end":383.815,"sentiment":"neutral","sentiment_score":0.12605401749412218},{"text":"If you have a laptop and you can open up your laptop, we can do what they call a access from our end to your end and just double check all the settings and all that, making sure everything's alright.","start":383.815,"end":397.51498,"sentiment":"neutral","sentiment_score":0.18541428968310356},{"text":"Now when when was the last time you did a power cycle?","start":399.51,"end":402.71002,"sentiment":"neutral","sentiment_score":-0.016952111540983122},{"text":"How long have you been with us for?","start":402.71002,"end":404.33002,"sentiment":"neutral","sentiment_score":-0.0227310280315578},{"text":"Let's have a look.","start":405.11002,"end":406.01,"sentiment":"neutral","sentiment_score":0.018595439847558737}],"sentiment":"neutral","sentiment_score":0.11432502559590631,"num_words":82,"start":379.52,"end":406.01},{"sentences":[{"text":"Okay.","start":410.07,"end":410.39,"sentiment":"neutral","sentiment_score":0.01322442665696144},{"text":"One, two, three, four.","start":410.39,"end":412.65,"sentiment":"neutral","sentiment_score":-0.012372468132525682},{"text":"A bit longer than four months.","start":413.19498,"end":414.57498,"sentiment":"neutral","sentiment_score":-0.1238763394455115},{"text":"Oh, yeah.","start":415.595,"end":415.91498,"sentiment":"neutral","sentiment_score":-0.022248887456953526},{"text":"Five months.","start":415.91498,"end":416.47498,"sentiment":"neutral","sentiment_score":-0.018254177644848824}],"sentiment":"neutral","sentiment_score":-0.05736864084998767,"num_words":15,"start":410.07,"end":416.47498},{"sentences":[{"text":"Okay.","start":416.47498,"end":416.715,"sentiment":"neutral","sentiment_score":0.026453988626599312},{"text":"Yeah.","start":416.715,"end":417.19498,"sentiment":"neutral","sentiment_score":0.03160269558429718},{"text":"Yeah.","start":417.19498,"end":417.35498,"sentiment":"neutral","sentiment_score":0.0328841395676136},{"text":"Twelve.","start":417.35498,"end":417.85498,"sentiment":"neutral","sentiment_score":0.03299380838871002},{"text":"Okay.","start":418.235,"end":418.555,"sentiment":"neutral","sentiment_score":0.05878552794456482}],"sentiment":"neutral","sentiment_score":0.03654403202235699,"num_words":5,"start":416.47498,"end":418.555},{"sentences":[{"text":"What I sometimes every four to six months, we need to do what they call a maintenance power cycle on the router.","start":418.555,"end":425.535,"sentiment":"neutral","sentiment_score":0.011586538261987946},{"text":"Because the router, if you if you leave it on twenty four seven, which is good, that's the way it should be, every four to six months, it needs to be unplugged for about twenty minutes.","start":426.16998,"end":434.34998,"sentiment":"neutral","sentiment_score":0.11441886155969566},{"text":"So the back of the router, you got, like, a little power supply that plugs into the router.","start":434.56998,"end":438.43,"sentiment":"neutral","sentiment_score":0.06774767617591554},{"text":"You just need to pull that out for twenty minutes or and that's in and plug it back in, and you find that that'll fix that up.","start":439.215,"end":445.61502,"sentiment":"neutral","sentiment_score":0.1920445003995189},{"text":"Because these these routers, the same as the computers, they have processes.","start":445.61502,"end":449.635,"sentiment":"neutral","sentiment_score":-0.05422530695796013}],"sentiment":"neutral","sentiment_score":0.08806903353365866,"num_words":115,"start":418.555,"end":449.635},{"sentences":[{"text":"And with the computer, like, if you don't restart the computer and the the processor gets too much memory, it slows down or or freezes and stuff like that.","start":450.335,"end":459.72,"sentiment":"negative","sentiment_score":-0.33660324097707356},{"text":"Routers have exactly the same type of processor.","start":459.72,"end":462.14,"sentiment":"neutral","sentiment_score":-0.19470355659723282},{"text":"So that could be one of the main issues.","start":463.72,"end":466.22,"sentiment":"neutral","sentiment_score":-0.3084020780192481},{"text":"So every four to six months, if you if you find that there's any lagging or anything like that happening, just unplug the router for twenty minutes and then put it back in, and that's it.","start":466.6,"end":475.385,"sentiment":"neutral","sentiment_score":-0.12666373741295603},{"text":"If that doesn't fix up No.","start":475.525,"end":484.25998,"sentiment":"neutral","sentiment_score":-0.13379601761698723}],"sentiment":"neutral","sentiment_score":-0.2211069522256201,"num_words":88,"start":450.335,"end":484.25998},{"sentences":[{"text":"No.","start":484.25998,"end":484.41998,"sentiment":"neutral","sentiment_score":-0.2584976255893707},{"text":"No.","start":484.41998,"end":484.58,"sentiment":"neutral","sentiment_score":-0.24161185324192047},{"text":"I'm trying I'm trying to explain I'm trying to explain to you what we need what is a what they call a process of elimination that we need to look at before we can define whether it's the router, the network, or whatever.","start":484.58,"end":495.69998,"sentiment":"neutral","sentiment_score":-0.048499710078156275},{"text":"And this is, to me, it sounds like it's the network because I can see I can see sessions or 1.2 gigs, three gigs, three nine gigs.","start":495.69998,"end":505.07498,"sentiment":"neutral","sentiment_score":0.010112519181954363},{"text":"Then I see small sessions of 19 megabytes, 2.5 megabytes, and I see that that's either in idle in idle or I can see that there's, like, there's a direct like, this morning, you had a stop at 10:30AM.","start":505.215,"end":523.955,"sentiment":"neutral","sentiment_score":-0.019072249221305054}],"sentiment":"neutral","sentiment_score":-0.027534925350541802,"num_words":111,"start":484.25998,"end":523.955},{"sentences":[{"text":"I can see that.","start":523.955,"end":525.015,"sentiment":"neutral","sentiment_score":0.009643707424402237},{"text":"But then I can see others that you your duration was four minutes and forty two seconds for 19.88 megabytes, which is nothing but that that's an idol.","start":525.155,"end":539.81995,"sentiment":"neutral","sentiment_score":-0.16940659231373242},{"text":"That's an idol.","start":540.16,"end":541.04,"sentiment":"neutral","sentiment_score":-0.32593684395154315},{"text":"That's an idol.","start":541.04,"end":542.01996,"sentiment":"neutral","sentiment_score":-0.2021787166595459},{"text":"You did have two other dropouts, but that's that was back in January and March, unless you turned the router off or something like that.","start":542.8,"end":551.295,"sentiment":"neutral","sentiment_score":-0.13480306684970855}],"sentiment":"neutral","sentiment_score":-0.15332116044702984,"num_words":63,"start":523.955,"end":551.295},{"sentences":[{"text":"And that was just one drop out.","start":551.375,"end":552.815,"sentiment":"neutral","sentiment_score":-0.14784564397164754},{"text":"There was zero bytes.","start":552.815,"end":553.95496,"sentiment":"neutral","sentiment_score":-0.11768671125173569},{"text":"The other one was 92.65 gigabytes.","start":554.495,"end":557.71497,"sentiment":"neutral","sentiment_score":-0.060004601875940956},{"text":"The only yeah.","start":561.535,"end":562.33496,"sentiment":"neutral","sentiment_score":-0.0602949857711792},{"text":"To be honest with you, the last so today's the sixteenth.","start":562.33496,"end":567.18,"sentiment":"neutral","sentiment_score":-0.020410714247687298}],"sentiment":"neutral","sentiment_score":-0.07326118639039417,"num_words":31,"start":551.375,"end":567.18},{"sentences":[{"text":"'60.","start":567.72,"end":568.22,"sentiment":"neutral","sentiment_score":-0.0021349878516048193},{"text":"So we go back we go back about a week ago.","start":568.27997,"end":572.44,"sentiment":"neutral","sentiment_score":-0.016773909161036663},{"text":"I can only see one dropout or one stop that happened at 10:30 this morning.","start":572.44,"end":578.12,"sentiment":"neutral","sentiment_score":-0.24348457753658295},{"text":"I I can't see anything else.","start":578.12,"end":579.48,"sentiment":"negative","sentiment_score":-0.3373594284057617},{"text":"I can see small portions where you're not using it, but that's that's an idle.","start":579.48,"end":585.685,"sentiment":"neutral","sentiment_score":-0.25548165241877235}],"sentiment":"neutral","sentiment_score":-0.2019853751747481,"num_words":48,"start":567.72,"end":585.685},{"sentences":[{"text":"It just idles.","start":586.305,"end":587.185,"sentiment":"neutral","sentiment_score":-0.29444560408592224},{"text":"So sometimes if you don't use the the the Internet, it idles at a certain speed, which is a very low speed, but it just it's an idle speed.","start":587.185,"end":598.45,"sentiment":"neutral","sentiment_score":-0.33328856373655386},{"text":"That that that that happens with everybody.","start":598.45,"end":600.39,"sentiment":"neutral","sentiment_score":-0.2928681416170938},{"text":"So let's get to the root of this.","start":601.64996,"end":603.81,"sentiment":"neutral","sentiment_score":0.028771286364644766},{"text":"If you're able to send me a couple of speed tests to that number I gave you, that'll help me recognize a few things.","start":603.81,"end":610.615,"sentiment":"neutral","sentiment_score":0.30433367130657035}],"sentiment":"neutral","sentiment_score":-0.07133244717834701,"num_words":71,"start":586.305,"end":610.615},{"sentences":[{"text":"And if you can open up a laptop today or later on or when you can, just text me assistance to that number in which I can have access to your router from my end.","start":611.63495,"end":624.49,"sentiment":"neutral","sentiment_score":0.2616438754967281},{"text":"We download what we use what what we use is a a program called TeamViewer, which will give us access access to your router, and then we can run some tests on your router, see if there's any package loss.","start":624.79004,"end":638.045,"sentiment":"neutral","sentiment_score":0.17349808868020772},{"text":"If there's a package loss and then there's an issue with the router, there's no package loss, then it's it is a network issue, and then we need to send out a an an email to Linham Networks so they can check it from their end and find out what's going on.","start":638.505,"end":654.62994,"sentiment":"neutral","sentiment_score":-0.03627058000375445},{"text":"That make any sense?","start":655.08997,"end":656.23,"sentiment":"neutral","sentiment_score":0.01610928727313876},{"text":"No.","start":668.96497,"end":669.125,"sentiment":"neutral","sentiment_score":-0.185689777135849}],"sentiment":"neutral","sentiment_score":0.10674345758602474,"num_words":132,"start":611.63495,"end":669.125},{"sentences":[{"text":"There's no limit these these are unlimited services.","start":669.125,"end":671.385,"sentiment":"neutral","sentiment_score":-0.20049460418522358},{"text":"Yeah.","start":694.005,"end":694.40497,"sentiment":"neutral","sentiment_score":-0.1577867567539215},{"text":"But that could be a device issue.","start":694.40497,"end":696.185,"sentiment":"negative","sentiment_score":-0.41399191532816204},{"text":"So if you got Internet to your router and you're using it on some devices and some devices don't access it, it's got nothing to do with the Internet.","start":696.565,"end":703.205,"sentiment":"negative","sentiment_score":-0.43669813974150296},{"text":"It could be a device issue that might need to be reset or redone.","start":703.205,"end":706.825,"sentiment":"negative","sentiment_score":-0.497066855430603}],"sentiment":"negative","sentiment_score":-0.41157405128923513,"num_words":59,"start":669.125,"end":706.825},{"sentences":[{"text":"If you can so TVs some TVs will connect to a five g.","start":708.27,"end":712.29,"sentiment":"neutral","sentiment_score":-0.08931914974863712},{"text":"Others will only connect to a 2.4 g, which is made for some TVs and your alarm system.","start":712.59,"end":717.73,"sentiment":"neutral","sentiment_score":-0.07914417630268468},{"text":"Now you're on a 25 Mbps.","start":718.19,"end":720.37,"sentiment":"neutral","sentiment_score":0.013551487480678285},{"text":"We're only allowing you about three three, maybe four devices to work at the same time.","start":720.51,"end":726.825,"sentiment":"neutral","sentiment_score":0.0405812054668786},{"text":"Anything over there could still work or could stop working because it's it's not that much bandwidth.","start":727.445,"end":733.545,"sentiment":"neutral","sentiment_score":-0.2856303120360655}],"sentiment":"neutral","sentiment_score":-0.09586930303485133,"num_words":70,"start":708.27,"end":733.545},{"sentences":[{"text":"So if that's the case how many people are using the Internet more or less?","start":735.205,"end":738.3,"sentiment":"neutral","sentiment_score":-0.055952338377634685},{"text":"Yeah.","start":742.7,"end":743.01996,"sentiment":"neutral","sentiment_score":0.09451694041490556},{"text":"We'll see two for 25.","start":743.01996,"end":744.3,"sentiment":"neutral","sentiment_score":0.08809510022401809},{"text":"But how many devices do you have on at the same time?","start":744.3,"end":746.38,"sentiment":"neutral","sentiment_score":0.015550212313731512},{"text":"Do you have, like, TVs?","start":746.38,"end":747.33997,"sentiment":"neutral","sentiment_score":-0.012993395887315273}],"sentiment":"neutral","sentiment_score":-0.004806764889508486,"num_words":38,"start":735.205,"end":747.33997},{"sentences":[{"text":"Do you play games and stuff like that?","start":747.33997,"end":749.44,"sentiment":"neutral","sentiment_score":-0.029284263728186488},{"text":"Yeah.","start":755.385,"end":755.705,"sentiment":"neutral","sentiment_score":-0.01566668599843979},{"text":"Well, so that's that's gonna be too it's gonna be too much for this for this plan, 25 Mbps.","start":755.705,"end":761.565,"sentiment":"negative","sentiment_score":-0.3807957568450978},{"text":"What from what you're telling me, yeah, you're gonna have those issues.","start":763.065,"end":765.805,"sentiment":"negative","sentiment_score":-0.435186708966891},{"text":"Because the 25 Mbps is mainly made for one or two people.","start":766.26,"end":771.62,"sentiment":"neutral","sentiment_score":-0.2190378581484159}],"sentiment":"neutral","sentiment_score":-0.2949183650243168,"num_words":52,"start":747.33997,"end":771.62},{"sentences":[{"text":"People are just renting, and they're only using the Internet for work.","start":771.62,"end":775.72003,"sentiment":"neutral","sentiment_score":-0.2036171704530716},{"text":"They probably might stream the TV or one other device, whatever, stuff like that to surf the web and all that.","start":776.42004,"end":782.72504,"sentiment":"neutral","sentiment_score":-0.16034254041456042},{"text":"But if you're gonna try and use two TVs and PlayStations and all that, it's not gonna Yeah.","start":782.72504,"end":797.08,"sentiment":"neutral","sentiment_score":-0.111738841359814},{"text":"But the time that they're using it, that can cause those dropouts.","start":797.08,"end":800.06,"sentiment":"neutral","sentiment_score":-0.3049872036402424},{"text":"That's what I'm saying.","start":800.28,"end":801.26,"sentiment":"neutral","sentiment_score":-0.19167188555002213}],"sentiment":"neutral","sentiment_score":-0.18281242573883996,"num_words":67,"start":771.62,"end":801.26},{"sentences":[{"text":"Yeah.","start":807.515,"end":807.755,"sentiment":"neutral","sentiment_score":0.002068284898996353},{"text":"This this morning, I can see you had a dropout of ten twenty five.","start":807.755,"end":811.195,"sentiment":"neutral","sentiment_score":-0.1900166922381946},{"text":"That's what I'm saying.","start":811.195,"end":812.175,"sentiment":"neutral","sentiment_score":-0.1263239048421383},{"text":"But that's a drop that's a dropout.","start":813.195,"end":815.055,"sentiment":"neutral","sentiment_score":-0.19546535717589514},{"text":"A dropout is is when the network when the network has got some sort of an issue with either one of the switches or one of the fibers and might have had a glitch a glitch inside the the network and probably stopped the transit just for a split second to not work or maybe a few seconds or something like that.","start":815.115,"end":837.79504,"sentiment":"neutral","sentiment_score":-0.22264564091399794}],"sentiment":"neutral","sentiment_score":-0.20836077571253886,"num_words":88,"start":807.515,"end":837.79504},{"sentences":[{"text":"That's something that can happen because the network we have here in Australia, it's huge.","start":838.655,"end":842.91504,"sentiment":"neutral","sentiment_score":0.026991014182567597},{"text":"Probably one of the big biggest networks in the world, and you can imagine yourself where you are.","start":843.29504,"end":848.275,"sentiment":"neutral","sentiment_score":0.2543590333726671},{"text":"It's gotta go through NBN.","start":848.48004,"end":849.76,"sentiment":"neutral","sentiment_score":0.10251700207591057},{"text":"It's gotta go through a private switch.","start":849.76,"end":851.36005,"sentiment":"neutral","sentiment_score":0.04395718739501068},{"text":"It's gotta go back to Linham network depending on how far you are, blah blah blah blah.","start":851.36005,"end":856.26,"sentiment":"neutral","sentiment_score":0.021794211448115462}],"sentiment":"neutral","sentiment_score":0.09958249564853407,"num_words":62,"start":838.655,"end":856.26},{"sentences":[{"text":"So if you if you're driving from here to to Sydney and and the highway's got all these curves and turns and all that, you know, it's gonna be a bit of a hassle to get there.","start":856.64,"end":867.45496,"sentiment":"neutral","sentiment_score":-0.08170656168304787},{"text":"But if it's just a straight line, it's a lot easier.","start":867.45496,"end":870.035,"sentiment":"neutral","sentiment_score":0.11483880945227364},{"text":"So normally, these lines, the optic fiber needs to be on a straight line because it all works with light, the speed of light.","start":870.175,"end":877.79,"sentiment":"neutral","sentiment_score":0.07507451499501865},{"text":"But because this has been bandwidth at 25 Mbps, if you put anything more than that bandwidth, it's not gonna allow the the the Internet to go through that panel because it's too small.","start":878.33,"end":892.385,"sentiment":"neutral","sentiment_score":-0.04527472444426488},{"text":"That's why so when your kids come home and they start playing games and all that, whatever, which is good.","start":892.60504,"end":897.72504,"sentiment":"positive","sentiment_score":0.386343015730381}],"sentiment":"neutral","sentiment_score":0.04943962035781985,"num_words":126,"start":856.64,"end":897.72504},{"sentences":[{"text":"There's nothing wrong with that.","start":897.72504,"end":898.60504,"sentiment":"neutral","sentiment_score":0.29548355787992475},{"text":"But when you got three or four more users at the same time, you're gonna have that sort of an issue on this bandwidth.","start":898.60504,"end":904.83,"sentiment":"neutral","sentiment_score":-0.16019703277076283},{"text":"If it's a continuous thing, I strongly advise you then to go to the next bandwidth up up, which is a 50 Mbps.","start":905.45,"end":911.47003,"sentiment":"neutral","sentiment_score":-0.08198987530625385},{"text":"That's only an extra $10.","start":913.45,"end":914.81,"sentiment":"neutral","sentiment_score":-0.0013505954295396805},{"text":"That's all it is.","start":914.81,"end":915.45,"sentiment":"neutral","sentiment_score":-0.04339412925764918}],"sentiment":"neutral","sentiment_score":-0.0726788134970626,"num_words":61,"start":897.72504,"end":915.45},{"sentences":[{"text":"We're not talking about big money.","start":915.45,"end":916.995,"sentiment":"neutral","sentiment_score":-0.16137883812189102},{"text":"That will resolve that problem.","start":917.315,"end":918.995,"sentiment":"neutral","sentiment_score":-0.20351676046848297},{"text":"That's one point.","start":918.995,"end":920.455,"sentiment":"neutral","sentiment_score":-0.055580789844195046},{"text":"The other point is if there's a glitch in the actual network through one of the switches, which it can happen, you're gonna get this drop of a small dropout.","start":920.915,"end":929.895,"sentiment":"neutral","sentiment_score":-0.20479576314489048},{"text":"And if that's the case, then I need to log a fault to Linham Networks so they can have a look at the line, do the line test from their end, and find out where that glitch is, and then they'll fix it up.","start":930.66,"end":940.2,"sentiment":"neutral","sentiment_score":-0.12243634089827538}],"sentiment":"neutral","sentiment_score":-0.15549626243724066,"num_words":88,"start":915.45,"end":940.2},{"sentences":[{"text":"But that could happen just once or twice, and then it'll probably just never happen again.","start":940.33997,"end":945.24,"sentiment":"neutral","sentiment_score":-0.28521579783409834},{"text":"Last but not least, if it's the actual router, we run a test on the router.","start":947.04504,"end":951.305,"sentiment":"neutral","sentiment_score":-0.07051823544315994},{"text":"We double check to see if there's any 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ready.","start":969.31006,"end":970.43005,"sentiment":"neutral","sentiment_score":0.14946963489055634}],"sentiment":"neutral","sentiment_score":0.13521593072536317,"num_words":11,"start":967.87006,"end":970.43005},{"sentences":[{"text":"Yeah.","start":970.43005,"end":970.59,"sentiment":"neutral","sentiment_score":0.08245502412319183},{"text":"You got my you got the mobile number there, the station number there.","start":970.59,"end":973.875,"sentiment":"neutral","sentiment_score":0.049445646886642165},{"text":"That that number I gave you is a 247 number.","start":974.035,"end":976.435,"sentiment":"neutral","sentiment_score":0.02918801661580801},{"text":"So after six PM 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Very good morning. I'm calling from Barrington Place. I have a connect EP over there, but the problem is, like, I'm getting frequent disconnection in the Internet. Is it Apple Internet support? It's Internet. Your your your Yeah. It is s I d y. Last name, Matthew, m a t h e w. Right. I'm good. Yeah. How are you? Alright. No. It's a city S I B, B For Broadway. Yes. SForSingapore, IFor it's IForIndia, BForBroadwayYForYellow. I'm getting frequent disconnections. Like, yesterday, I got three disconnections. Today, right now, when I'm as I speak, I get another disconnection happening. So it's happening for the second one now. Yeah. It's been setting up. It's in Wellington in Las yeah. Oh, that's Sydney. Pardon? You mean the place you are asking. Right? Yeah. It is 11 Deport Circuit, Wellington. 11. 11. I did say. Yeah. Yep. Deport Circuit. Yeah. It's the same router which you supplied to me. I mean, the yeah. Right. Yeah. I still have three. Yeah. Also in the morning, Yeah. So is it One second. Let me make a note. Yep. 440. Yep. Yep. Not at the present. Yeah. I'm not using it. Google App. Right? Yeah. I can do that. I can share that. This is my fourth month, Rami. So but you need to think about the top drops where basically because of the router or it's on the on the because of the network because there's a difference on this. Okay. Yeah. I I see yeah. I have something else also to say, which I've observed. Do you have any limit on the devices it is connecting? Like, any number or account? Yeah. Because I don't know. I have made this a couple of months back, but I didn't actually care to look look behind it because it was, like, during some time, I used to access it. So it's some like, one of the phone and one of the TV, which I try to access it. It actually pulls me out. Like, it is not connecting to the Internet even on the when I try out try it on my Sir, consistently, it will be two. Yeah. Kids have their tabs. There is a TV and there is two laptops connecting in and give a couple of cameras and all. Yeah. But but yeah. But consistently, we are only two are using because the kids will be, like, in and out when they come out from school or something that time they will use it, but not consistently like us. Like, we use it before. Okay. But today morning, it is just one TV and one tab, and that's when the sensor is disconnected. Yeah. So that was like a okay. Yep. Mhmm. Yep. Alright. So yeah. So I'm actually outside. So probably I will take another an hour or so when I'm back home. What I'll do is, like, I'll send a couple of screenshot from oh, okay. So that's the number I need to sorry. Yeah. That's the number I need to call or the same number which I'm talking to you right now? Okay. Yep. Perfect. I think that that sounds good. Yep. So in another couple of hours, I'll be back. So probably we can have that to them. Yep. Perfect. Thanks for that. Yep. Same there. Thank you. 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Very good morning. I'm calling from Barrington Place. I have a connect EP over there, but the problem is, like, I'm getting frequent disconnection in the Internet. Is it Apple Internet support?\n\nIt's Internet. Your your your Yeah. It is s I d y. Last name, Matthew, m a t h e w. Right.\n\nI'm good. Yeah. How are you? Alright. No.\n\nIt's a city S I B, B For Broadway. Yes. SForSingapore, IFor it's IForIndia, BForBroadwayYForYellow. I'm getting frequent disconnections. Like, yesterday, I got three disconnections.\n\nToday, right now, when I'm as I speak, I get another disconnection happening. So it's happening for the second one now. Yeah. It's been setting up. It's in Wellington in Las yeah.\n\nOh, that's Sydney. Pardon? You mean the place you are asking. Right? Yeah.\n\nIt is 11 Deport Circuit, Wellington. 11. 11. I did say. Yeah.\n\nYep. Deport Circuit. Yeah. It's the same router which you supplied to me. I mean, the yeah.\n\nRight. Yeah. I still have three. Yeah. Also in the morning, Yeah.\n\nSo is it One second. Let me make a note. Yep. 440. Yep.\n\nYep. Not at the present. Yeah. I'm not using it. Google App.\n\nRight? Yeah. I can do that. I can share that. This is my fourth month, Rami.\n\nSo but you need to think about the top drops where basically because of the router or it's on the on the because of the network because there's a difference on this. Okay. Yeah. I I see yeah. I have something else also to say, which I've observed.\n\nDo you have any limit on the devices it is connecting? Like, any number or account? Yeah. Because I don't know. I have made this a couple of months back, but I didn't actually care to look look behind it because it was, like, during some time, I used to access it.\n\nSo it's some like, one of the phone and one of the TV, which I try to access it. It actually pulls me out. Like, it is not connecting to the Internet even on the when I try out try it on my Sir, consistently, it will be two. Yeah. Kids have their tabs.\n\nThere is a TV and there is two laptops connecting in and give a couple of cameras and all. Yeah. But but yeah. But consistently, we are only two are using because the kids will be, like, in and out when they come out from school or something that time they will use it, but not consistently like us. Like, we use it before.\n\nOkay. But today morning, it is just one TV and one tab, and that's when the sensor is disconnected. Yeah. So that was like a okay. Yep.\n\nMhmm. Yep. Alright. So yeah. So I'm actually outside.\n\nSo probably I will take another an hour or so when I'm back home. What I'll do is, like, I'll send a couple of screenshot from oh, okay. So that's the number I need to sorry. Yeah. That's the number I need to call or the same number which I'm talking to you right now?\n\nOkay. Yep. Perfect. I think that that sounds good. Yep.\n\nSo in another couple of hours, I'll be back. So probably we can have that to them. Yep. Perfect. Thanks for that.\n\nYep. Same there. Thank you. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":3.36,"end":3.86,"sentiment":"positive","sentiment_score":0.34475815296173096},{"text":"Very good morning.","start":3.9199998,"end":4.72,"sentiment":"positive","sentiment_score":0.5389799276987711},{"text":"I'm calling from Barrington Place.","start":4.72,"end":8.42,"sentiment":"neutral","sentiment_score":0.2280137836933136},{"text":"I have a connect EP over there, but the problem is, like, I'm getting frequent disconnection in the Internet.","start":8.96,"end":16.055,"sentiment":"neutral","sentiment_score":-0.12126667826975647},{"text":"Is it Apple Internet support?","start":19.235,"end":20.695,"sentiment":"neutral","sentiment_score":-0.04571070149540901}],"sentiment":"neutral","sentiment_score":0.01724686242188468,"num_words":33,"start":3.36,"end":20.695},{"sentences":[{"text":"It's Internet.","start":25.395,"end":26.135,"sentiment":"neutral","sentiment_score":-0.023406069725751877},{"text":"Your your your 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you?","start":51.625,"end":52.445,"sentiment":"neutral","sentiment_score":0.2560551365216573},{"text":"Alright.","start":54.585,"end":55.085,"sentiment":"neutral","sentiment_score":0.0706261694431305},{"text":"No.","start":61.4,"end":61.72,"sentiment":"neutral","sentiment_score":-0.04569413512945175}],"sentiment":"neutral","sentiment_score":0.23082415107637644,"num_words":8,"start":50.825,"end":61.72},{"sentences":[{"text":"It's a city S I B, B For Broadway.","start":61.72,"end":64.22,"sentiment":"neutral","sentiment_score":-0.015829561640404992},{"text":"Yes.","start":68.92,"end":69.42,"sentiment":"neutral","sentiment_score":-0.008496612310409546},{"text":"SForSingapore, IFor it's IForIndia, BForBroadwayYForYellow.","start":71.595,"end":80.175,"sentiment":"neutral","sentiment_score":-0.006192156579345464},{"text":"I'm getting frequent disconnections.","start":84.9,"end":95.96,"sentiment":"neutral","sentiment_score":-0.13632918009534478},{"text":"Like, yesterday, I got three 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basically because of the router or it's on the on the because of the network because there's a difference on this.","start":475.5,"end":485.75998,"sentiment":"neutral","sentiment_score":-0.0931118787266314},{"text":"Okay.","start":655.245,"end":655.745,"sentiment":"neutral","sentiment_score":0.0190797857940197},{"text":"Yeah.","start":656.20496,"end":656.70496,"sentiment":"neutral","sentiment_score":-0.008477583527565002},{"text":"I I see yeah.","start":656.845,"end":658.20496,"sentiment":"neutral","sentiment_score":-0.041217200458049774},{"text":"I have something else also to say, which I've observed.","start":658.20496,"end":661.105,"sentiment":"neutral","sentiment_score":-0.08418360874056816}],"sentiment":"neutral","sentiment_score":-0.08282672512965898,"num_words":48,"start":475.5,"end":661.105},{"sentences":[{"text":"Do you have any limit on the devices it is connecting?","start":663.32495,"end":665.82495,"sentiment":"neutral","sentiment_score":-0.13520444997332312},{"text":"Like, 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yeah.","start":783.79004,"end":787.39,"sentiment":"neutral","sentiment_score":-0.11823500196139018},{"text":"But consistently, we are only two are using because the kids will be, like, in and out when they come out from school or something that time they will use it, but not consistently like us.","start":787.39,"end":796.35004,"sentiment":"neutral","sentiment_score":0.023481284578641255},{"text":"Like, we use it before.","start":796.35004,"end":798.155,"sentiment":"neutral","sentiment_score":-0.024339717999100684}],"sentiment":"neutral","sentiment_score":-0.008616107021225616,"num_words":64,"start":752.27997,"end":798.155},{"sentences":[{"text":"Okay.","start":802.695,"end":803.09503,"sentiment":"neutral","sentiment_score":-0.02305970154702663},{"text":"But today morning, it is just one TV and one tab, and that's when the sensor is disconnected.","start":803.09503,"end":809.435,"sentiment":"neutral","sentiment_score":-0.00873606289840407},{"text":"Yeah.","start":812.4,"end":812.72,"sentiment":"neutral","sentiment_score":-0.07358959317207336},{"text":"So that was like a okay.","start":812.72,"end":816.9,"sentiment":"neutral","sentiment_score":-0.10103789592782657},{"text":"Yep.","start":835.775,"end":836.275,"sentiment":"neutral","sentiment_score":-0.1895134150981903}],"sentiment":"neutral","sentiment_score":-0.03887552657613048,"num_words":27,"start":802.695,"end":836.275},{"sentences":[{"text":"Mhmm.","start":861.23505,"end":861.63,"sentiment":"neutral","sentiment_score":0.0004375101998448372},{"text":"Yep.","start":865.31,"end":865.81,"sentiment":"neutral","sentiment_score":-0.114707350730896},{"text":"Alright.","start":955.125,"end":955.525,"sentiment":"neutral","sentiment_score":0.011696737259626389},{"text":"So yeah.","start":955.525,"end":958.645,"sentiment":"neutral","sentiment_score":0.013286466710269451},{"text":"So I'm actually outside.","start":958.645,"end":960.005,"sentiment":"neutral","sentiment_score":-0.02067501749843359}],"sentiment":"neutral","sentiment_score":-0.01763335998273558,"num_words":9,"start":861.23505,"end":960.005},{"sentences":[{"text":"So probably I will take another an hour or so when I'm back home.","start":960.005,"end":964.265,"sentiment":"neutral","sentiment_score":-0.028985064210636274},{"text":"What I'll do is, like, I'll send a couple of screenshot from oh, okay.","start":964.72504,"end":977.91003,"sentiment":"neutral","sentiment_score":0.01681222247758082},{"text":"So that's the number I need to sorry.","start":977.91003,"end":979.99,"sentiment":"neutral","sentiment_score":-0.02247968257870525},{"text":"Yeah.","start":979.99,"end":980.31,"sentiment":"neutral","sentiment_score":-0.0009051822125911712},{"text":"That's the number I need to call or the same number which I'm talking to you right now?","start":980.31,"end":984.79504,"sentiment":"neutral","sentiment_score":-0.010430759232905176}],"sentiment":"neutral","sentiment_score":-0.009798474423587323,"num_words":55,"start":960.005,"end":984.79504},{"sentences":[{"text":"Okay.","start":989.575,"end":990.075,"sentiment":"neutral","sentiment_score":0.04276295378804207},{"text":"Yep.","start":995.175,"end":995.58,"sentiment":"neutral","sentiment_score":0.20942682027816772},{"text":"Perfect.","start":995.66003,"end":995.98004,"sentiment":"positive","sentiment_score":0.5250437259674072},{"text":"I think that that sounds good.","start":995.98004,"end":997.34,"sentiment":"positive","sentiment_score":0.4950466106335322},{"text":"Yep.","start":997.34,"end":997.58,"sentiment":"neutral","sentiment_score":0.04155660420656204}],"sentiment":"positive","sentiment_score":0.3789069768041372,"num_words":10,"start":989.575,"end":997.58},{"sentences":[{"text":"So in another couple of hours, I'll be back.","start":997.58,"end":999.58,"sentiment":"neutral","sentiment_score":0.03129234558178319},{"text":"So probably we can have that to them.","start":999.58,"end":1001.98004,"sentiment":"neutral","sentiment_score":-0.0065382798202335835},{"text":"Yep.","start":1001.98004,"end":1002.48004,"sentiment":"neutral","sentiment_score":0.14018520712852478},{"text":"Perfect.","start":1002.62,"end":1003.12,"sentiment":"positive","sentiment_score":0.6374197006225586},{"text":"Thanks for that.","start":1003.42004,"end":1004.4,"sentiment":"positive","sentiment_score":0.7991264859835306}],"sentiment":"neutral","sentiment_score":0.1547413289716298,"num_words":22,"start":997.58,"end":1004.4},{"sentences":[{"text":"Yep.","start":1006.86005,"end":1006.94,"sentiment":"neutral","sentiment_score":0.18584975600242615},{"text":"Same there.","start":1006.94,"end":1007.42004,"sentiment":"neutral","sentiment_score":0.3136913329362869},{"text":"Thank you.","start":1007.42004,"end":1007.98004,"sentiment":"positive","sentiment_score":0.6389458179473877},{"text":"Bye bye.","start":1007.98004,"end":1008.64,"sentiment":"neutral","sentiment_score":0.2314513698220253}],"sentiment":"positive","sentiment_score":0.364860971059118,"num_words":7,"start":1006.86005,"end":1008.64}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good morning.\n\nChannel 1: Hi. Very good morning.\n\nChannel 0: Good\n\nChannel 1: I'm calling from Barrington Place. I have a connect EP over there, but the problem is, like, I'm getting frequent disconnection in\n\nChannel 0: What\n\nChannel 1: the Internet.\n\nChannel 0: what are what are we talking about?\n\nChannel 1: Is it Apple Internet support?\n\nChannel 0: Yeah. But we're talking about Internet, mobile phones. What are we talking about?\n\nChannel 1: It's Internet. Your your\n\nChannel 0: Oh, okay.\n\nChannel 1: your\n\nChannel 0: So it's an Internet service. Sorry, man. I just couldn't quite understand. Alright. Sure.\n\nLet's have a look. Can I have the account holder's first name, please?\n\nChannel 1: Yeah. It is s I d y.\n\nChannel 0: F I d y.\n\nChannel 1: Last name, Matthew, m a t h e w.\n\nChannel 0: Fidy Matthew. Yeah?\n\nChannel 1: Right.\n\nChannel 0: Alright. And how are you today?\n\nChannel 1: I'm good. Yeah. How are you?\n\nChannel 0: Yeah. I need a holiday, mate.\n\nChannel 1: Alright.\n\nChannel 0: Okay. How do you spell it for F? F I, F For Freddie, I For India, D For David, Y For Yellow?\n\nChannel 1: No. It's a city S I\n\nChannel 0: Oh,\n\nChannel 1: B, B For Broadway.\n\nChannel 0: okay. Sorry. Let's spell that again. The first letter is?\n\nChannel 1: Yes.\n\nChannel 0: Sorry?\n\nChannel 1: SForSingapore, IFor\n\nChannel 0: I see. Yeah. Sorry. Yep. S?\n\nChannel 1: it's IForIndia, BForBroadwayYForYellow.\n\nChannel 0: Okay. CB. Sorry, mate. Here we go. Here we go.\n\nChannel 1: I'm\n\nChannel 0: Okay. So you're on a Linham network. Alright. So what's happening with it?\n\nChannel 1: getting frequent disconnections. Like, yesterday, I got three disconnections. Today, right now, when I'm as I speak, I get another disconnection happening. So it's happening\n\nChannel 0: That's\n\nChannel 1: for the\n\nChannel 0: a\n\nChannel 1: second\n\nChannel 0: it's a\n\nChannel 1: one now.\n\nChannel 0: it's a dropout. Yeah?\n\nChannel 1: Yeah. It's been setting up.\n\nChannel 0: Hang on a sec. Let me just open up the the portal and just check to see what's going on. Okay. Whereabouts are you in Australia? What what what area?\n\nChannel 1: It's in Wellington in\n\nChannel 0: Oh, Wellington.\n\nChannel 1: Las\n\nChannel 0: That's Victoria, is it?\n\nChannel 1: yeah. Oh, that's Sydney.\n\nChannel 0: Okay, Cindy. Sorry. Let's have a look. New South Wales. Alright.\n\nCan I have the address?\n\nChannel 1: Pardon?\n\nChannel 0: The actual address, what is it?\n\nChannel 1: You mean the place you are asking. Right?\n\nChannel 0: Yeah. Your the address where the Internet is.\n\nChannel 1: Yeah. It is 11 Deport Circuit, Wellington.\n\nChannel 0: Yeah. But what's the number of the street and all that?\n\nChannel 1: 11. 11. I did say. Yeah.\n\nChannel 0: 11? What else?\n\nChannel 1: Yep. Deport Circuit.\n\nChannel 0: Okay. Got it. Warrington. Got it. Got it.\n\nGot it. Got it. Okay. Here we go. Alright.\n\nSo let me just check. So it's 11 different circuit warranty, new cell phones, blah blah blah blah. So you're a twenty five ten. What sort of router are you using? If I give you a mobile number, can you send me the the a photo of the router?\n\nChannel 1: Yeah. It's the same router which you supplied to me. I mean,\n\nChannel 0: Oh,\n\nChannel 1: the\n\nChannel 0: okay.\n\nChannel 1: yeah.\n\nChannel 0: Yeah. Yeah. Okay. So so it's a Wi Fi six. Right?\n\nChannel 1: Right.\n\nChannel 0: Yeah. That's good. Because that a lot of Wi Fi sixes status. So it's telling me you're active. Alright.\n\nSession log. Let's have a look. Let's see what's okay. So I see here you had a dropout at twenty what's the date today? Sixteenth or the fifth.\n\nWhat are we in? No. Okay. So there was a dropout right about 10:30 this morning. I can see they're here.\n\nI don't see any other dropouts. I'm only seeing just one at 10:30 this morning.\n\nChannel 1: Yeah. I\n\nChannel 0: Yeah.\n\nChannel 1: still have three.\n\nChannel 0: For and there could have been one at a couple of days ago maybe, right about 7PM.\n\nChannel 1: Yeah. Also in the morning,\n\nChannel 0: And another one probably woulda happened early this month at about 08:30PM. Yeah. These are small dropouts. It could be a this could be a network issue.\n\nChannel 1: Yeah. So\n\nChannel 0: If\n\nChannel 1: is\n\nChannel 0: you if you can you I need you to do something for me if you don't mind.\n\nChannel 1: it\n\nChannel 0: Can you jot this number down? 0403\n\nChannel 1: One second. Let me make a note.\n\nChannel 0: yeah. Yeah.\n\nChannel 1: Yep. 440.\n\nChannel 0: 04037\n\nChannel 1: Yep.\n\nChannel 0: 63\n\nChannel 1: Yep.\n\nChannel 0: 744. Do you have a laptop?\n\nChannel 1: Not at the present. Yeah. I'm not using it.\n\nChannel 0: Okay. If you on your phone, do you have the Ookla app?\n\nChannel 1: Google App. Right?\n\nChannel 0: No. Ookla, double o k l a.\n\nChannel 1: Yeah. I can\n\nChannel 0: Yeah. So I was wondering if you can do just a a quick couple of speed tests and do a screenshot and send it to that number.\n\nChannel 1: do that. I can\n\nChannel 0: If\n\nChannel 1: share\n\nChannel 0: you can\n\nChannel 1: that.\n\nChannel 0: if you can do that, just sort of gives me a bit of an indication. If you have a laptop and you can open up your laptop, we can do what they call a access from our end to your end and just double check all the settings and all that, making sure everything's alright. Now when when was the last time you did a power cycle? How long have you been with us for? Let's have a look.\n\nChannel 1: This is my fourth month, Rami.\n\nChannel 0: Okay. One, two, three, four. A bit longer than four months. Oh, yeah. Five months.\n\nOkay. Yeah. Yeah. Twelve. Okay.\n\nWhat I sometimes every four to six months, we need to do what they call a maintenance power cycle on the router. Because the router, if you if you leave it on twenty four seven, which is good, that's the way it should be, every four to six months, it needs to be unplugged for about twenty minutes. So the back of the router, you got, like, a little power supply that plugs into the router. You just need to pull that out for twenty minutes or and that's in and plug it back in, and you find that that'll fix that up. Because these these routers, the same as the computers, they have processes.\n\nAnd with the computer, like, if you don't restart the computer and the the processor gets too much memory, it slows down or or freezes and stuff like that. Routers have exactly the same type of processor. So that could be one of the main issues. So every four to six months, if you if you find that there's any lagging or anything like that happening, just unplug the router for twenty minutes and then put it back in, and that's it.\n\nChannel 1: So\n\nChannel 0: If that\n\nChannel 1: but you\n\nChannel 0: doesn't\n\nChannel 1: need\n\nChannel 0: fix\n\nChannel 1: to think\n\nChannel 0: up\n\nChannel 1: about the top drops where basically because of the router or it's on the on the because of the network because\n\nChannel 0: No.\n\nChannel 1: there's\n\nChannel 0: No. No.\n\nChannel 1: a\n\nChannel 0: I'm\n\nChannel 1: difference\n\nChannel 0: trying I'm trying\n\nChannel 1: on\n\nChannel 0: to\n\nChannel 1: this.\n\nChannel 0: explain I'm trying to explain to you what we need what is a what they call a process of elimination that we need to look at before we can define whether it's the router, the network, or whatever. And this is, to me, it sounds like it's the network because I can see I can see sessions or 1.2 gigs, three gigs, three nine gigs. Then I see small sessions of 19 megabytes, 2.5 megabytes, and I see that that's either in idle in idle or I can see that there's, like, there's a direct like, this morning, you had a stop at 10:30AM. I can see that. But then I can see others that you your duration was four minutes and forty two seconds for 19.88 megabytes, which is nothing but that that's an idol.\n\nThat's an idol. That's an idol. You did have two other dropouts, but that's that was back in January and March, unless you turned the router off or something like that. And that was just one drop out. There was zero bytes.\n\nThe other one was 92.65 gigabytes. The only yeah. To be honest with you, the last so today's the sixteenth. '60. So we go back we go back about a week ago.\n\nI can only see one dropout or one stop that happened at 10:30 this morning. I I can't see anything else. I can see small portions where you're not using it, but that's that's an idle. It just idles. So sometimes if you don't use the the the Internet, it idles at a certain speed, which is a very low speed, but it just it's an idle speed.\n\nThat that that that happens with everybody. So let's get to the root of this. If you're able to send me a couple of speed tests to that number I gave you, that'll help me recognize a few things. And if you can open up a laptop today or later on or when you can, just text me assistance to that number in which I can have access to your router from my end. We download what we use what what we use is a a program called TeamViewer, which will give us access access to your router, and then we can run some tests on your router, see if there's any package loss.\n\nIf there's a package loss and then there's an issue with the router, there's no package loss, then it's it is a network issue, and then we need to send out a an an email to Linham Networks so they can check it from their end and find out what's going on. That\n\nChannel 1: Okay.\n\nChannel 0: make any sense?\n\nChannel 1: Yeah. I I see yeah. I have something else also to say, which I've observed. Do you have any limit on the devices it is connecting? Like, any number or account?\n\nChannel 0: No. There's no limit these these are unlimited services.\n\nChannel 1: Yeah. Because I don't know. I have made this a couple of months back, but I didn't actually care to look look behind it because it was, like, during some time, I used to access it. So it's some like, one of the phone and one of the TV, which I try to access it. It actually pulls me out.\n\nLike, it is not connecting to the Internet even on the when I try out try it on\n\nChannel 0: Yeah.\n\nChannel 1: my\n\nChannel 0: But that could be a device issue. So if you got Internet to your router and you're using it on some devices and some devices don't access it, it's got nothing to do with the Internet. It could be a device issue that might need to be reset or redone. If you can so TVs some TVs will connect to a five g. Others will only connect to a 2.4 g, which is made for some TVs and your alarm system.\n\nNow you're on a 25 Mbps. We're only allowing you about three three, maybe four devices to work at the same time. Anything over there could still work or could stop working because it's it's not that much bandwidth. So if that's the case how many people are using the Internet more or less?\n\nChannel 1: Sir, consistently, it will be two.\n\nChannel 0: Yeah. We'll see two for 25. But how many devices do you have on at the same time? Do you have, like, TVs? Do you play games and stuff like that?\n\nChannel 1: Yeah. Kids have their tabs. There is a TV and there is two laptops connecting in\n\nChannel 0: Yeah.\n\nChannel 1: and\n\nChannel 0: Well,\n\nChannel 1: give a\n\nChannel 0: so\n\nChannel 1: couple\n\nChannel 0: that's\n\nChannel 1: of\n\nChannel 0: that's\n\nChannel 1: cameras\n\nChannel 0: gonna\n\nChannel 1: and\n\nChannel 0: be\n\nChannel 1: all.\n\nChannel 0: too it's gonna be too much for this for this plan, 25 Mbps. What from what you're telling me, yeah, you're gonna have those issues. Because the 25 Mbps is mainly made for one or two people. People are just renting, and they're only using the Internet for work. They probably might stream the TV or one other device, whatever, stuff like that to surf the web and all that.\n\nBut if you're gonna\n\nChannel 1: Yeah.\n\nChannel 0: try and\n\nChannel 1: But\n\nChannel 0: use two\n\nChannel 1: but\n\nChannel 0: TVs and PlayStations and all that, it's not\n\nChannel 1: yeah.\n\nChannel 0: gonna\n\nChannel 1: But consistently, we are only two are using because the kids will be, like, in and out when they come out from school or something that time they will use it, but not consistently like us. Like,\n\nChannel 0: Yeah.\n\nChannel 1: we\n\nChannel 0: But\n\nChannel 1: use\n\nChannel 0: the\n\nChannel 1: it\n\nChannel 0: time that\n\nChannel 1: before.\n\nChannel 0: they're using it, that can cause those dropouts. That's what I'm saying.\n\nChannel 1: Okay. But today morning, it is just one TV and one tab, and that's\n\nChannel 0: Yeah. This\n\nChannel 1: when the sensor\n\nChannel 0: this morning,\n\nChannel 1: is disconnected.\n\nChannel 0: I can see you had a dropout of ten twenty five. That's what I'm saying.\n\nChannel 1: Yeah. So that\n\nChannel 0: But\n\nChannel 1: was\n\nChannel 0: that's\n\nChannel 1: like\n\nChannel 0: a\n\nChannel 1: a\n\nChannel 0: drop that's a dropout. A dropout is\n\nChannel 1: okay.\n\nChannel 0: is when the network when the network has got some sort of an issue with either one of the switches or one of the fibers and might have had a glitch a glitch inside the the network and probably stopped the transit just for a split second to not work or maybe\n\nChannel 1: Yep.\n\nChannel 0: a few seconds or something like that. That's something that can happen because the network we have here in Australia, it's huge. Probably one of the big biggest networks in the world, and you can imagine yourself where you are. It's gotta go through NBN. It's gotta go through a private switch.\n\nIt's gotta go back to Linham network depending on how far you are, blah blah blah blah. So if you if you're driving from here to to Sydney\n\nChannel 1: Mhmm.\n\nChannel 0: and and the highway's got all these curves and turns and all that, you know, it's gonna\n\nChannel 1: Yep.\n\nChannel 0: be a bit of a hassle to get there. But if it's just a straight line, it's a lot easier. So normally, these lines, the optic fiber needs to be on a straight line because it all works with light, the speed of light. But because this has been bandwidth at 25 Mbps, if you put anything more than that bandwidth, it's not gonna allow the the the Internet to go through that panel because it's too small. That's why so when your kids come home and they start playing games and all that, whatever, which is good.\n\nThere's nothing wrong with that. But when you got three or four more users at the same time, you're gonna have that sort of an issue on this bandwidth. If it's a continuous thing, I strongly advise you then to go to the next bandwidth up up, which is a 50 Mbps. That's only an extra $10. That's all it is.\n\nWe're not talking about big money. That will resolve that problem. That's one point. The other point is if there's a glitch in the actual network through one of the switches, which it can happen, you're gonna get this drop of a small dropout. And if that's the case, then I need to log a fault to Linham Networks so they can have a look at the line, do the line test from their end, and find out where that glitch is, and then they'll fix it up.\n\nBut that could happen just once or twice, and then it'll probably just never happen again. Last but not least, if it's the actual router, we run a test on the router. We double check to see if there's any package loss.\n\nChannel 1: Alright.\n\nChannel 0: And we\n\nChannel 1: So\n\nChannel 0: can we can we can only do that on a laptop. Sorry.\n\nChannel 1: yeah. So I'm actually outside. So probably I will take another an hour or so when I'm back home. What I'll do is, like, I'll send a couple of screenshot from\n\nChannel 0: Yeah. Yeah. Yeah. No problem, Steve. No stress when you're ready.\n\nYeah. You got my you got the mobile number there, the station number there. That that number I gave you is a 247 number. So\n\nChannel 1: oh, okay.\n\nChannel 0: after\n\nChannel 1: So that's\n\nChannel 0: six\n\nChannel 1: the number\n\nChannel 0: PM\n\nChannel 1: I need to sorry.\n\nChannel 0: sorry.\n\nChannel 1: Yeah. That's the number I need to call or the same number which I'm talking to you right now?\n\nChannel 0: No. No. The number that I just gave you, just just text assistance.\n\nChannel 1: Okay.\n\nChannel 0: And then within as soon as we can, we'll reply to you and just go through it that way.\n\nChannel 1: Yep. Perfect. I think that that sounds good. Yep. So in another couple of hours, I'll be back.\n\nSo probably\n\nChannel 0: Yep.\n\nChannel 1: we\n\nChannel 0: No\n\nChannel 1: can\n\nChannel 0: worries.\n\nChannel 1: have that to them.\n\nChannel 0: Yep.\n\nChannel 1: Yep. Perfect.\n\nChannel 0: Okay.\n\nChannel 1: Thanks for that.\n\nChannel 0: Well, you have a lovely morning. I'll talk to you soon.\n\nChannel 1: Yep. Same there. Thank you.\n\nChannel 0: Alright.\n\nChannel 1: Bye\n\nChannel 0: Cheers,\n\nChannel 1: bye.\n\nChannel 0: man. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Good morning.","start":0.24,"end":0.9,"sentiment":"neutral","sentiment_score":0.2510078400373459}],"sentiment":"neutral","sentiment_score":0.2510078400373459,"channel":0,"num_words":2,"start":0.24,"end":0.9},{"sentences":[{"text":"Hi.","start":3.36,"end":3.86,"sentiment":"positive","sentiment_score":0.34475815296173096},{"text":"Very good morning.","start":3.9199998,"end":4.72,"sentiment":"positive","sentiment_score":0.5389799276987711}],"sentiment":"positive","sentiment_score":0.4904244840145111,"channel":1,"num_words":4,"start":3.36,"end":4.72},{"sentences":[{"text":"Good","start":4.64,"end":5.14,"sentiment":"positive","sentiment_score":0.416894793510437}],"sentiment":"positive","sentiment_score":0.416894793510437,"channel":0,"num_words":1,"start":4.64,"end":5.14},{"sentences":[{"text":"I'm calling from Barrington Place.","start":4.72,"end":8.42,"sentiment":"neutral","sentiment_score":0.2280137836933136},{"text":"I have a connect EP over there, but the problem is, like, I'm getting frequent disconnection in","start":8.96,"end":15.395,"sentiment":"neutral","sentiment_score":-0.12427387594738427}],"sentiment":"neutral","sentiment_score":-0.04420849875631658,"channel":1,"num_words":22,"start":4.72,"end":15.395},{"sentences":[{"text":"What","start":15.365,"end":15.605,"sentiment":"neutral","sentiment_score":-0.12283927202224731}],"sentiment":"neutral","sentiment_score":-0.12283927202224731,"channel":0,"num_words":1,"start":15.365,"end":15.605},{"sentences":[{"text":"the Internet.","start":15.395,"end":16.055,"sentiment":"neutral","sentiment_score":-0.09570549800992012}],"sentiment":"neutral","sentiment_score":-0.09570549800992012,"channel":1,"num_words":2,"start":15.395,"end":16.055},{"sentences":[{"text":"what are what are we talking about?","start":15.605,"end":17.465,"sentiment":"neutral","sentiment_score":-0.054039930658681054}],"sentiment":"neutral","sentiment_score":-0.054039930658681054,"channel":0,"num_words":7,"start":15.605,"end":17.465},{"sentences":[{"text":"Is it Apple Internet support?","start":19.235,"end":20.695,"sentiment":"neutral","sentiment_score":-0.04571070149540901}],"sentiment":"neutral","sentiment_score":-0.04571070149540901,"channel":1,"num_words":5,"start":19.235,"end":20.695},{"sentences":[{"text":"Yeah.","start":21.445,"end":21.685,"sentiment":"neutral","sentiment_score":-0.0333135724067688},{"text":"But we're talking about Internet, mobile phones.","start":21.685,"end":23.765,"sentiment":"neutral","sentiment_score":-0.03999004779117448},{"text":"What are we talking 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can","start":379.75998,"end":380.31998,"sentiment":"neutral","sentiment_score":0.1788102611899376}],"sentiment":"neutral","sentiment_score":0.1788102611899376,"channel":0,"num_words":2,"start":379.75998,"end":380.31998},{"sentences":[{"text":"that.","start":379.985,"end":380.485,"sentiment":"neutral","sentiment_score":0.17856451869010925}],"sentiment":"neutral","sentiment_score":0.17856451869010925,"channel":1,"num_words":1,"start":379.985,"end":380.485},{"sentences":[{"text":"if you can do that, just sort of gives me a bit of an indication.","start":380.31998,"end":383.815,"sentiment":"neutral","sentiment_score":0.11672680924336115},{"text":"If you have a laptop and you can open up your laptop, we can do what they call a access from our end to your end and just double check all the settings and all that, making sure everything's alright.","start":383.815,"end":397.51498,"sentiment":"neutral","sentiment_score":0.18541428968310356},{"text":"Now when when was the last time you did a power cycle?","start":399.51,"end":402.71002,"sentiment":"neutral","sentiment_score":-0.016952111540983122},{"text":"How long have you been with us for?","start":402.71002,"end":404.33002,"sentiment":"neutral","sentiment_score":-0.0227310280315578},{"text":"Let's have a look.","start":405.11002,"end":406.01,"sentiment":"neutral","sentiment_score":0.018595439847558737}],"sentiment":"neutral","sentiment_score":0.11210863193190551,"channel":0,"num_words":79,"start":380.31998,"end":406.01},{"sentences":[{"text":"This is my fourth month, Rami.","start":405.685,"end":408.265,"sentiment":"neutral","sentiment_score":0.011594603148599466}],"sentiment":"neutral","sentiment_score":0.011594603148599466,"channel":1,"num_words":6,"start":405.685,"end":408.265},{"sentences":[{"text":"Okay.","start":410.07,"end":410.39,"sentiment":"neutral","sentiment_score":0.01322442665696144},{"text":"One, two, three, 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sorry.","start":978.79,"end":979.99,"sentiment":"neutral","sentiment_score":-0.029374703764915466}],"sentiment":"neutral","sentiment_score":-0.029374703764915466,"channel":1,"num_words":4,"start":978.79,"end":979.99},{"sentences":[{"text":"sorry.","start":979.795,"end":980.295,"sentiment":"neutral","sentiment_score":-0.028749383985996246}],"sentiment":"neutral","sentiment_score":-0.028749383985996246,"channel":0,"num_words":1,"start":979.795,"end":980.295},{"sentences":[{"text":"Yeah.","start":979.99,"end":980.31,"sentiment":"neutral","sentiment_score":-0.0009051822125911712},{"text":"That's the number I need to call or the same number which I'm talking to you right now?","start":980.31,"end":984.79504,"sentiment":"neutral","sentiment_score":-0.010430759232905176}],"sentiment":"neutral","sentiment_score":-0.009929413073941282,"channel":1,"num_words":19,"start":979.99,"end":984.79504},{"sentences":[{"text":"No.","start":984.675,"end":984.915,"sentiment":"neutral","sentiment_score":-0.1366950124502182},{"text":"No.","start":984.915,"end":985.315,"sentiment":"neutral","sentiment_score":-0.12425129115581512},{"text":"The number that I just gave you, just just text assistance.","start":985.315,"end":988.215,"sentiment":"neutral","sentiment_score":-0.06508141620592638}],"sentiment":"neutral","sentiment_score":-0.07514168322086334,"channel":0,"num_words":13,"start":984.675,"end":988.215},{"sentences":[{"text":"Okay.","start":989.575,"end":990.075,"sentiment":"neutral","sentiment_score":0.04276295378804207}],"sentiment":"neutral","sentiment_score":0.04276295378804207,"channel":1,"num_words":1,"start":989.575,"end":990.075},{"sentences":[{"text":"And then within as soon as we can, we'll reply to you and just go through it that way.","start":989.7,"end":995.0,"sentiment":"neutral","sentiment_score":0.058179176951709544}],"sentiment":"neutral","sentiment_score":0.058179176951709544,"channel":0,"num_words":19,"start":989.7,"end":995.0},{"sentences":[{"text":"Yep.","start":995.175,"end":995.58,"sentiment":"neutral","sentiment_score":0.20942682027816772},{"text":"Perfect.","start":995.66003,"end":995.98004,"sentiment":"positive","sentiment_score":0.5250437259674072},{"text":"I think that that sounds good.","start":995.98004,"end":997.34,"sentiment":"positive","sentiment_score":0.4950466106335322},{"text":"Yep.","start":997.34,"end":997.58,"sentiment":"neutral","sentiment_score":0.04155660420656204},{"text":"So in another couple of hours, I'll be back.","start":997.58,"end":999.58,"sentiment":"neutral","sentiment_score":0.03129234558178319}],"sentiment":"neutral","sentiment_score":0.22377432913829884,"channel":1,"num_words":18,"start":995.175,"end":999.58},{"sentences":[{"text":"So probably","start":999.58,"end":1000.24,"sentiment":"neutral","sentiment_score":0.018512560054659843}],"sentiment":"neutral","sentiment_score":0.018512560054659843,"channel":1,"num_words":2,"start":999.58,"end":1000.24},{"sentences":[{"text":"Yep.","start":999.77997,"end":1000.27997,"sentiment":"neutral","sentiment_score":0.012267988175153732}],"sentiment":"neutral","sentiment_score":0.012267988175153732,"channel":0,"num_words":1,"start":999.77997,"end":1000.27997},{"sentences":[{"text":"we","start":1000.46,"end":1000.62,"sentiment":"neutral","sentiment_score":0.0005321204662322998}],"sentiment":"neutral","sentiment_score":0.0005321204662322998,"channel":1,"num_words":1,"start":1000.46,"end":1000.62},{"sentences":[{"text":"No","start":1000.58,"end":1000.74,"sentiment":"neutral","sentiment_score":-0.023155510425567627}],"sentiment":"neutral","sentiment_score":-0.023155510425567627,"channel":0,"num_words":1,"start":1000.58,"end":1000.74},{"sentences":[{"text":"can","start":1000.62,"end":1000.86005,"sentiment":"neutral","sentiment_score":-0.12243343144655228}],"sentiment":"neutral","sentiment_score":-0.12243343144655228,"channel":1,"num_words":1,"start":1000.62,"end":1000.86005},{"sentences":[{"text":"worries.","start":1000.74,"end":1001.24,"sentiment":"neutral","sentiment_score":-0.05506863445043564}],"sentiment":"neutral","sentiment_score":-0.05506863445043564,"channel":0,"num_words":1,"start":1000.74,"end":1001.24},{"sentences":[{"text":"have that to them.","start":1000.86005,"end":1001.98004,"sentiment":"neutral","sentiment_score":0.008142488077282906}],"sentiment":"neutral","sentiment_score":0.008142488077282906,"channel":1,"num_words":4,"start":1000.86005,"end":1001.98004},{"sentences":[{"text":"Yep.","start":1001.7,"end":1002.2,"sentiment":"neutral","sentiment_score":0.08397992700338364}],"sentiment":"neutral","sentiment_score":0.08397992700338364,"channel":0,"num_words":1,"start":1001.7,"end":1002.2},{"sentences":[{"text":"Yep.","start":1001.98004,"end":1002.48004,"sentiment":"neutral","sentiment_score":0.14018520712852478},{"text":"Perfect.","start":1002.62,"end":1003.12,"sentiment":"positive","sentiment_score":0.6374197006225586}],"sentiment":"positive","sentiment_score":0.3888024538755417,"channel":1,"num_words":2,"start":1001.98004,"end":1003.12},{"sentences":[{"text":"Okay.","start":1002.66,"end":1003.16,"sentiment":"positive","sentiment_score":0.5397008657455444}],"sentiment":"positive","sentiment_score":0.5397008657455444,"channel":0,"num_words":1,"start":1002.66,"end":1003.16},{"sentences":[{"text":"Thanks for that.","start":1003.42004,"end":1004.4,"sentiment":"positive","sentiment_score":0.7991264859835306}],"sentiment":"positive","sentiment_score":0.7991264859835306,"channel":1,"num_words":3,"start":1003.42004,"end":1004.4},{"sentences":[{"text":"Well, you have a lovely morning.","start":1004.08295,"end":1005.44293,"sentiment":"positive","sentiment_score":0.7703248262405396},{"text":"I'll talk to you soon.","start":1005.44293,"end":1006.7429,"sentiment":"positive","sentiment_score":0.5250990331172943}],"sentiment":"positive","sentiment_score":0.6588585566390645,"channel":0,"num_words":11,"start":1004.08295,"end":1006.7429},{"sentences":[{"text":"Yep.","start":1006.86005,"end":1006.94,"sentiment":"neutral","sentiment_score":0.18584975600242615},{"text":"Same there.","start":1006.94,"end":1007.42004,"sentiment":"neutral","sentiment_score":0.3136913329362869},{"text":"Thank you.","start":1007.42004,"end":1007.98004,"sentiment":"positive","sentiment_score":0.6389458179473877}],"sentiment":"positive","sentiment_score":0.4182248115539551,"channel":1,"num_words":5,"start":1006.86005,"end":1007.98004},{"sentences":[{"text":"Alright.","start":1007.76294,"end":1008.08295,"sentiment":"neutral","sentiment_score":0.30320367217063904}],"sentiment":"neutral","sentiment_score":0.30320367217063904,"channel":0,"num_words":1,"start":1007.76294,"end":1008.08295},{"sentences":[{"text":"Bye","start":1007.98004,"end":1008.14,"sentiment":"neutral","sentiment_score":0.22192147374153137}],"sentiment":"neutral","sentiment_score":0.22192147374153137,"channel":1,"num_words":1,"start":1007.98004,"end":1008.14},{"sentences":[{"text":"Cheers,","start":1008.08295,"end":1008.4829,"sentiment":"positive","sentiment_score":0.4106148183345794}],"sentiment":"positive","sentiment_score":0.4106148183345794,"channel":0,"num_words":1,"start":1008.08295,"end":1008.4829},{"sentences":[{"text":"bye.","start":1008.14,"end":1008.64,"sentiment":"neutral","sentiment_score":0.24098126590251925}],"sentiment":"neutral","sentiment_score":0.24098126590251925,"channel":1,"num_words":1,"start":1008.14,"end":1008.64},{"sentences":[{"text":"man.","start":1008.4829,"end":1008.64294,"sentiment":"neutral","sentiment_score":0.16710487008094788},{"text":"Bye.","start":1008.64294,"end":1008.8029,"sentiment":"neutral","sentiment_score":0.11553554981946944},{"text":"Bye.","start":1008.8029,"end":1009.3029,"sentiment":"neutral","sentiment_score":-0.13347500562667847}],"sentiment":"neutral","sentiment_score":0.049721804757912956,"channel":0,"num_words":3,"start":1008.4829,"end":1009.3029}]},"summary":{"result":"success","short":"A customer from Barrington Place is experiencing frequent disconnection with their internet service and is troubleshooting router and network settings. The agent suggests taking a speed test and screenshotting the settings, and advises the customer to check for lagging drops and network issues. The network is huge and difficult to reach, but it is not a problem if the line is straight. The agent also mentions a program called TeamViewer to access the router and run speed tests. The limit on devices connecting to the internet is not set, and if the speed tests are not working, the issue may require resetting or rebuilding the router. The call ends with the representative sending a screenshot of the customer's information and saying they will reply in a few hours."},"intents":{"segments":[{"text":"what are what are we talking about? Is it Apple Internet support? Yeah. But we're talking about Internet, mobile phones. What are we talking about?","start_word":32,"end_word":56,"intents":[{"intent":"Request information","confidence_score":0.014236628}]},{"text":"What sort of router are you using?","start_word":412,"end_word":418,"intents":[{"intent":"Check router availability","confidence_score":0.15606296}]},{"text":"So If is you if you can you I need you to do something for me if you don't mind.","start_word":604,"end_word":623,"intents":[{"intent":"Request assistance","confidence_score":0.016897114}]},{"text":"Because these these routers, the same as the computers, they have processes.","start_word":931,"end_word":942,"intents":[{"intent":"Explain router setup","confidence_score":0.010533101}]},{"text":"So every four to six months, if you if you find that there's any lagging or anything like that happening, just unplug the router for twenty minutes and then put it back in, and that's it.","start_word":989,"end_word":1024,"intents":[{"intent":"Understand lagging","confidence_score":0.00015163493}]},{"text":"So If that but you doesn't need fix to think up about the top drops where basically because of the router or it's on the on the because of the network because No.","start_word":1025,"end_word":1057,"intents":[{"intent":"Discuss top drops","confidence_score":0.057141773}]},{"text":"there's No. No. a I'm difference trying I'm trying on to this. explain I'm trying to explain to you what we need what is a what they call a process of elimination that we need to look at before we can define whether it's the router, the network, or whatever.","start_word":1058,"end_word":1107,"intents":[{"intent":"Discuss network configuration","confidence_score":0.23272443}]},{"text":"And this is, to me, it sounds like it's the network because I can see I can see sessions or 1.2 gigs, three gigs, three nine gigs.","start_word":1108,"end_word":1134,"intents":[{"intent":"Discuss network","confidence_score":0.070142224},{"intent":"Describe network configuration","confidence_score":0.0017063052},{"intent":"Compare sessions","confidence_score":0.024885762}]},{"text":"But then I can see others that you your duration was four minutes and forty two seconds for 19.88 megabytes, which is nothing but that that's an idol.","start_word":1178,"end_word":1205,"intents":[{"intent":"Clarify duration","confidence_score":0.06124281}]},{"text":"If you're able to send me a couple of speed tests to that number I gave you, that'll help me recognize a few things.","start_word":1363,"end_word":1386,"intents":[{"intent":"Request speeds test","confidence_score":0.0015661208}]},{"text":"Like, it is not connecting to the Internet even on the when I try out try it on Yeah.","start_word":1620,"end_word":1638,"intents":[{"intent":"Fix connectivity issues","confidence_score":0.043927044}]},{"text":"is when the network when the network has got some sort of an issue with either one of the switches or one of the fibers and might have had a glitch a glitch inside the the network and probably stopped the transit just for a split second to not work or maybe a Yep. few seconds or something like that.","start_word":2046,"end_word":2105,"intents":[{"intent":"Report network issues","confidence_score":0.0092437025}]},{"text":"But when you got three or four more users at the same time, you're gonna have that sort of an issue on this bandwidth.","start_word":2302,"end_word":2325,"intents":[{"intent":"Report bandwidth issue","confidence_score":0.061120797}]},{"text":"And if that's the case, then I need to log a fault to Linham Networks so they can have a look at the line, do the line test from their end, and find out where that glitch is, and then they'll fix it up. But that could happen just once or twice, and then it'll probably just never happen again.","start_word":2401,"end_word":2460,"intents":[{"intent":"Log fault","confidence_score":0.7967578}]},{"text":"What I'll do is, like, I'll send a couple of screenshot from Yeah. Yeah.","start_word":2522,"end_word":2535,"intents":[{"intent":"Send screenshot","confidence_score":0.41103363},{"intent":"Send screenshot","confidence_score":0.23204072}]},{"text":"You got my you got the mobile number there, the station number there. That that number I gave you is a 247 number. So oh, okay.","start_word":2546,"end_word":2571,"intents":[{"intent":"Provide number","confidence_score":0.01382428}]},{"text":"The number that I just gave you, just just text assistance. Okay. And then within as soon as we can, we'll reply to you and just go through it that way. Yep.","start_word":2605,"end_word":2636,"intents":[{"intent":"Answer call","confidence_score":0.11645504}]}]},"sentiments":{"segments":[{"text":"Good morning.","start_word":0,"end_word":1,"sentiment":"neutral","sentiment_score":0.24600490927696228},{"text":"Hi. Very good morning.","start_word":2,"end_word":5,"sentiment":"positive","sentiment_score":0.4703946113586426},{"text":"Good I'm calling from Barrington Place. I have a connect EP over there, but the problem is, like, I'm getting frequent disconnection in What the Internet. what are what are we talking about? Is it Apple Internet support? Yeah. But we're talking about Internet, mobile phones. What are we talking about? It's Internet. Your your Oh, okay. your So it's an Internet service. Sorry, man.","start_word":6,"end_word":70,"sentiment":"neutral","sentiment_score":-0.041981957852840424},{"text":"I just couldn't quite understand.","start_word":71,"end_word":75,"sentiment":"negative","sentiment_score":-0.4354850649833679},{"text":"Alright. Sure. Let's have a look. Can I have the account holder's first name, please? Yeah. It is s I d y. F I d y. Last name, Matthew, m a t h e w. Fidy Matthew. Yeah? Right. Alright. And how are you today?","start_word":76,"end_word":120,"sentiment":"neutral","sentiment_score":0.034564703702926636},{"text":"I'm good.","start_word":121,"end_word":122,"sentiment":"positive","sentiment_score":0.3929950296878814},{"text":"Yeah. How are you? Yeah. I need a holiday, mate. Alright. Okay. How do you spell it for F? F I, F For Freddie, I For India, D For David, Y For Yellow? No. It's a city S I Oh, B, B For Broadway. okay. Sorry. Let's spell that again. The first letter is? Yes. Sorry? SForSingapore, IFor I see. Yeah. Sorry. Yep. S? it's IForIndia, BForBroadwayYForYellow. Okay. CB. Sorry, mate. Here we go. Here we go. I'm Okay. So you're on a Linham network. Alright. So what's happening with it? getting frequent disconnections. Like, yesterday, I got three disconnections. Today, right now, when I'm as I speak, I get another disconnection happening. So it's happening That's for a the second it's a one now. it's a dropout. Yeah? Yeah. It's been setting up. Hang on a sec. Let me just open up the the portal and just check to see what's going on. Okay. Whereabouts are you in Australia? What what what area? It's in Wellington in Oh, Wellington. Las That's Victoria, is it? yeah. Oh, that's Sydney. Okay, Cindy. Sorry. Let's have a look. New South Wales. Alright. Can I have the address? Pardon? The actual address, what is it? You mean the place you are asking. Right? Yeah. Your the address where the Internet is. Yeah. It is 11 Deport Circuit, Wellington. Yeah. But what's the number of the street and all that? 11. 11. I did say. Yeah. 11? What else? Yep. Deport Circuit. Okay. Got it. Warrington. Got it. Got it. Got it. Got it. Okay. Here we go. Alright. So let me just check. So it's 11 different circuit warranty, new cell phones, blah blah blah blah. So you're a twenty five ten. What sort of router are you using? If I give you a mobile number, can you send me the the a photo of the router? Yeah. It's the same router which you supplied to me. I mean, Oh, the okay. yeah. Yeah. Yeah. Okay. So so it's a Wi Fi six. Right? Right. Yeah.","start_word":123,"end_word":465,"sentiment":"neutral","sentiment_score":-0.004819316371363036},{"text":"That's good.","start_word":466,"end_word":467,"sentiment":"positive","sentiment_score":0.6138876080513},{"text":"Because that a lot of Wi Fi sixes status. So it's telling me you're active. Alright. Session log. Let's have a look. Let's see what's okay. So I see here you had a dropout at twenty what's the date today? Sixteenth or the fifth. What are we in? No. Okay. So there was a dropout right about 10:30 this morning. I can see they're here.","start_word":468,"end_word":532,"sentiment":"neutral","sentiment_score":0.002350943628698587},{"text":"I don't see any other dropouts.","start_word":533,"end_word":538,"sentiment":"negative","sentiment_score":-0.4152720272541046},{"text":"I'm only seeing just one at 10:30 this morning. Yeah. I Yeah. still have three. For and there could have been one at a couple of days ago maybe, right about 7PM. Yeah. Also in the morning, And another one probably woulda happened early this month at about 08:30PM. Yeah.","start_word":539,"end_word":588,"sentiment":"neutral","sentiment_score":-0.11868447214365004},{"text":"These are small dropouts. It could be a this could be a network issue.","start_word":589,"end_word":602,"sentiment":"negative","sentiment_score":-0.5788254737854004},{"text":"Yeah. So If is you if you can you I need you to do something for me if you don't mind. it Can you jot this number down? 0403 One second. Let me make a note. yeah. Yeah. Yep. 440. 04037 Yep. 63 Yep. 744. Do you have a laptop? Not at the present. Yeah. I'm not using it. Okay. If you on your phone, do you have the Ookla app? Google App. Right? No. Ookla, double o k l a. Yeah. I can Yeah. So I was wondering if you can do just a a quick couple of speed tests and do a screenshot and send it to that number. do that. I can If share you can that. if you can do that, just sort of gives me a bit of an indication. If you have a laptop and you can open up your laptop, we can do what they call a access from our end to your end and just double check all the settings and all that, making sure everything's alright. Now when when was the last time you did a power cycle? How long have you been with us for? Let's have a look. This is my fourth month, Rami. Okay. One, two, three, four. A bit longer than four months. Oh, yeah. Five months. Okay. Yeah. Yeah. Twelve. Okay. What I sometimes every four to six months, we need to do what they call a maintenance power cycle on the router. Because the router, if you if you leave it on twenty four seven, which is good, that's the way it should be, every four to six months, it needs to be unplugged for about twenty minutes. So the back of the router, you got, like, a little power supply that plugs into the router. You just need to pull that out for twenty minutes or and that's in and plug it back in, and you find that that'll fix that up. Because these these routers, the same as the computers, they have processes.","start_word":603,"end_word":942,"sentiment":"neutral","sentiment_score":0.05777230338357827},{"text":"And with the computer, like, if you don't restart the computer and the the processor gets too much memory, it slows down or or freezes and stuff like that.","start_word":943,"end_word":971,"sentiment":"negative","sentiment_score":-0.33558225631713867},{"text":"Routers have exactly the same type of processor. So that could be one of the main issues. So every four to six months, if you if you find that there's any lagging or anything like that happening, just unplug the router for twenty minutes and then put it back in, and that's it. So If that but you doesn't need fix to think up about the top drops where basically because of the router or it's on the on the because of the network because No. there's No. No. a I'm difference trying I'm trying on to this. explain I'm trying to explain to you what we need what is a what they call a process of elimination that we need to look at before we can define whether it's the router, the network, or whatever. And this is, to me, it sounds like it's the network because I can see I can see sessions or 1.2 gigs, three gigs, three nine gigs. Then I see small sessions of 19 megabytes, 2.5 megabytes, and I see that that's either in idle in idle or I can see that there's, like, there's a direct like, this morning, you had a stop at 10:30AM. I can see that. But then I can see others that you your duration was four minutes and forty two seconds for 19.88 megabytes, which is nothing but that that's an idol.","start_word":972,"end_word":1205,"sentiment":"neutral","sentiment_score":-0.0904301255941391},{"text":"That's an idol.","start_word":1206,"end_word":1208,"sentiment":"negative","sentiment_score":-0.33534663915634155},{"text":"That's an idol. You did have two other dropouts, but that's that was back in January and March, unless you turned the router off or something like that. And that was just one drop out. There was zero bytes. The other one was 92.65 gigabytes. The only yeah. To be honest with you, the last so today's the sixteenth. '60. So we go back we go back about a week ago. I can only see one dropout or one stop that happened at 10:30 this morning.","start_word":1209,"end_word":1294,"sentiment":"neutral","sentiment_score":-0.10860338495221249},{"text":"I I can't see anything else.","start_word":1295,"end_word":1300,"sentiment":"negative","sentiment_score":-0.3386788070201874},{"text":"I can see small portions where you're not using it, but that's that's an idle. It just idles.","start_word":1301,"end_word":1318,"sentiment":"neutral","sentiment_score":-0.2858729064464569},{"text":"So sometimes if you don't use the the the Internet, it idles at a certain speed, which is a very low speed, but it just it's an idle speed.","start_word":1319,"end_word":1347,"sentiment":"negative","sentiment_score":-0.33586692810058594},{"text":"That that that that happens with everybody. So let's get to the root of this. If you're able to send me a couple of speed tests to that number I gave you, that'll help me recognize a few things. And if you can open up a laptop today or later on or when you can, just text me assistance to that number in which I can have access to your router from my end. We download what we use what what we use is a a program called TeamViewer, which will give us access access to your router, and then we can run some tests on your router, see if there's any package loss. If there's a package loss and then there's an issue with the router, there's no package loss, then it's it is a network issue, and then we need to send out a an an email to Linham Networks so they can check it from their end and find out what's going on. That Okay. make any sense? Yeah. I I see yeah. I have something else also to say, which I've observed. Do you have any limit on the devices it is connecting? Like, any number or account? No. There's no limit these these are unlimited services. Yeah. Because I don't know. I have made this a couple of months back, but I didn't actually care to look look behind it because it was, like, during some time, I used to access it. So it's some like, one of the phone and one of the TV, which I try to access it. It actually pulls me out. Like, it is not connecting to the Internet even on the when I try out try it on Yeah.","start_word":1348,"end_word":1637,"sentiment":"neutral","sentiment_score":-0.002987267963331321},{"text":"my But that could be a device issue. So if you got Internet to your router and you're using it on some devices and some devices don't access it, it's got nothing to do with the Internet. It could be a device issue that might need to be reset or redone.","start_word":1638,"end_word":1688,"sentiment":"negative","sentiment_score":-0.4452216625213623},{"text":"If you can so TVs some TVs will connect to a five g. Others will only connect to a 2.4 g, which is made for some TVs and your alarm system. Now you're on a 25 Mbps. We're only allowing you about three three, maybe four devices to work at the same time. Anything over there could still work or could stop working because it's it's not that much bandwidth. So if that's the case how many people are using the Internet more or less? Sir, consistently, it will be two. Yeah. We'll see two for 25. But how many devices do you have on at the same time? Do you have, like, TVs? Do you play games and stuff like that? Yeah. Kids have their tabs. There is a TV and there is two laptops connecting in Yeah. and Well, give a so couple that's of that's cameras gonna and be all.","start_word":1689,"end_word":1841,"sentiment":"neutral","sentiment_score":-0.0525781512260437},{"text":"too it's gonna be too much for this for this plan, 25 Mbps. What from what you're telling me, yeah, you're gonna have those issues.","start_word":1842,"end_word":1866,"sentiment":"negative","sentiment_score":-0.46288055181503296},{"text":"Because the 25 Mbps is mainly made for one or two people. People are just renting, and they're only using the Internet for work. They probably might stream the TV or one other device, whatever, stuff like that to surf the web and all that. But if you're gonna Yeah. try and But use two but TVs and PlayStations and all that, it's not yeah. gonna But consistently, we are only two are using because the kids will be, like, in and out when they come out from school or something that time they will use it, but not consistently like us. Like, Yeah. we But use the it time that before.","start_word":1867,"end_word":1978,"sentiment":"neutral","sentiment_score":-0.0987735390663147},{"text":"they're using it, that can cause those dropouts.","start_word":1979,"end_word":1986,"sentiment":"negative","sentiment_score":-0.4631631374359131},{"text":"That's what I'm saying. Okay. But today morning, it is just one TV and one tab, and that's Yeah. This when the sensor this morning, is disconnected. I can see you had a dropout of ten twenty five. That's what I'm saying. Yeah. So that But was that's like a a drop that's a dropout. A dropout is okay. is when the network when the network has got some sort of an issue with either one of the switches or one of the fibers and might have had a glitch a glitch inside the the network and probably stopped the transit just for a split second to not work or maybe a Yep. few seconds or something like that. That's something that can happen because the network we have here in Australia, it's huge. Probably one of the big biggest networks in the world, and you can imagine yourself where you are. It's gotta go through NBN. It's gotta go through a private switch. It's gotta go back to Linham network depending on how far you are, blah blah blah blah. So if you if you're driving from here to to Sydney Mhmm. and and the highway's got all these curves and turns and all that, you know, it's gonna Yep. be a bit of a hassle to get there. But if it's just a straight line, it's a lot easier. So normally, these lines, the optic fiber needs to be on a straight line because it all works with light, the speed of light. But because this has been bandwidth at 25 Mbps, if you put anything more than that bandwidth, it's not gonna allow the the the Internet to go through that panel because it's too small.","start_word":1987,"end_word":2275,"sentiment":"neutral","sentiment_score":-0.0525476448237896},{"text":"That's why so when your kids come home and they start playing games and all that, whatever, which is good. There's nothing wrong with that.","start_word":2276,"end_word":2300,"sentiment":"positive","sentiment_score":0.3805784285068512},{"text":"But when you got three or four more users at the same time, you're gonna have that sort of an issue on this bandwidth. If it's a continuous thing, I strongly advise you then to go to the next bandwidth up up, which is a 50 Mbps. That's only an extra $10. That's all it is. We're not talking about big money. That will resolve that problem. That's one point. The other point is if there's a glitch in the actual network through one of the switches, which it can happen, you're gonna get this drop of a small dropout. And if that's the case, then I need to log a fault to Linham Networks so they can have a look at the line, do the line test from their end, and find out where that glitch is, and then they'll fix it up. But that could happen just once or twice, and then it'll probably just never happen again. Last but not least, if it's the actual router, we run a test on the router. We double check to see if there's any package loss. Alright. And we can So we can we can only do that on a laptop. Sorry. yeah. So I'm actually outside. So probably I will take another an hour or so when I'm back home. What I'll do is, like, I'll send a couple of screenshot from Yeah. Yeah. Yeah. No problem, Steve. No stress when you're ready. Yeah. You got my you got the mobile number there, the station number there. That that number I gave you is a 247 number. So oh, okay. after So that's six the number PM I need to sorry. sorry. Yeah. That's the number I need to call or the same number which I'm talking to you right now? No. No. The number that I just gave you, just just text assistance. Okay. And then within as soon as we can, we'll reply to you and just go through it that way. Yep.","start_word":2301,"end_word":2636,"sentiment":"neutral","sentiment_score":-0.06919082254171371},{"text":"Perfect. I think that that sounds good.","start_word":2637,"end_word":2643,"sentiment":"positive","sentiment_score":0.5025092959403992},{"text":"Yep. So in another couple of hours, I'll be back. So probably Yep. we No can worries. have that to them. Yep. Yep.","start_word":2644,"end_word":2666,"sentiment":"neutral","sentiment_score":0.029916596315477207},{"text":"Perfect. Okay. Thanks for that. Well, you have a lovely morning. I'll talk to you soon.","start_word":2667,"end_word":2682,"sentiment":"positive","sentiment_score":0.656847357749939},{"text":"Yep.","start_word":2683,"end_word":2683,"sentiment":"neutral","sentiment_score":0.18584975600242615},{"text":"Same there. Thank you.","start_word":2684,"end_word":2687,"sentiment":"positive","sentiment_score":0.4883323609828949},{"text":"Alright. Bye Cheers, bye. man. Bye. Bye.","start_word":2688,"end_word":2694,"sentiment":"neutral","sentiment_score":0.225398913025856}],"average":{"sentiment":"neutral","sentiment_score":-0.04363779286739427}}}}