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Dominic or Dom? I think we have you. Yeah. How do you how do I spell your first name? A a d. Yeah. Mohammed. And the surname? Okay. So you're on the 5020 plan. So when you say it's getting slower and slower, what do you mean? What can you give me a little bit more of the information on that? Yeah. Dropout dropout is one thing. Hang on. Dropout is one thing. That's something we don't control. That's controlled by a network, not by us. There is a few issues happening at the moment with Super Networks around around the Canberra, New South Wales area. Where better you you're in New South Wales, Auburn, Queen Queen Street. We haven't had any issues there, but you're saying that so when you get when you get a a dropout, it it has something to do with the network. It's got nothing to do with the panel, with the transit. So we we provide you the Mhmm. Well, this is what I'm trying to explain to you. This is what I'm trying to explain to you. When there's a network dropout, we need to know when that dropout happens and so we can then bring that forward to Super Network so they can investigate it. We we no. That's got nothing to do with us. This is what I'm trying to explain. We don't provide you the we don't provide the network. We provide the IP prancer over that that network. If it gets disconnected, yes. But dropouts, no. We don't get any records on the dropouts because it's trying to explain to you, we don't we don't run the back end of the network that's run by super networks. Unfortunately, here in Australia, the way things run, it's very complicated, one of the most complicated systems in the world. I don't know why the hell they've done it that way, but they have. You have a network provider that provides you the network, and you have a transit provider that provides you the the the transit. That's why you've got the network provider and the Internet service provider, the ISP. So we provide that transit over that network. So our transit, we push it through you through the network to make sure you get a good service. However, if the if the bandwidth in that network is is full or the side of the bandwidth is not working properly based on whatever the bandwidth is in that area, yeah, you can get constant dropouts or you can get lagging or latency provided on that bandwidth. But for us to know and how to fix up that issue, we need to know exactly what time of the day you've had those dropouts. So that way, those times is recorded by Super Networks. We send them out those times. They investigate it, and then they'll get back to and say, look. This has been the issue. It's been fixed or whatever. And that's how it works. We can't unfortunately, we can't do it any other way nor us nor anybody else. It's just the way they've they've done this. So just just out of curiosity, how many devices do you use every day? Yep. Two phones. Are they all running at the same time? Okay. So that shouldn't so the the speed is not an issue there. So do you have a TeamViewer on one of your laptops so that I can do what they call access from my end and just double check and find out if there is a problem with the router? What brand yeah. But there's sometimes the routers that might develop so what happens with the routers, they have what they call a processor in it. So the process, it builds up it builds up during the time of use and memory. Alright? And sometimes it gets too much memory in the process, and you it can sometimes freeze and cause the Internet not to work. So, normally, to fix that up, you do what they call a four to six months maintenance, and you do what they call a power cycle. So during the day or during the night, you unplug it. You pull the plug at the back of the router from the back. It's gotta be pulled out the back of the router. There's so there's absolutely nothing going to it. A lot of people, they switch it off from the power supply, but the problem is there's still static electricity going through. So we asked the customer to pull out the power supply from the back of the router and just leave it out for about twenty to thirty minutes. And you find that you need to do that in between four to six months, at least once or twice. No. No. No. You don't need to do it every day. What? Every day? Okay. So what time of the day are you getting these dropouts? In the morning. Okay. Now you don't need to restart it because the so you're not listening to me. You're not listening to me. Dropouts can happen because dropouts can happen because of a network issue. Okay? If you're getting, like, dropouts and freezing, then you need to perform a power swap. Well, that's only once every four months, not every day. You don't need to do it every day. That's not necessary. So if you're getting constant. Well, this is what I'm trying to say, Mohammed. If you're getting these issues every day, then we need to know about it. Now I think the last time I spoke to you was a while ago. I'm not sure when. But I will now log a fault with Super Networks and get them to investigate your servers and find out why you're getting these constant dropouts. Because the dropouts the dropouts are a 100%. What? 99.99% is always from a network. So if I've got a tunnel and I'm pushing water through that tunnel, the water's always there. The water's in that tunnel. So that if that water gets blocked somewhere, it's gotta be something in the tunnel that's blocking it. That's the most and only logical reason to why that's happening. Optic fiber works on a straight line. It can be slightly twisted up or down, left or right. It has to be straight for that light to get from one end to the other. So if that light's not getting to the other end properly, then then there's must be some sort of an interruption or a fiber issue that's causing that constant dropout. And just to give you an idea, one of the I think it was in Moseley buildings have been there for two days, and it because it was a fiber break. If there's a fiber break anywhere, depending on the the seriousness of that break because fiber break you can have a fiber break up to 50% of that fiber, and the services will still work. Once it get once it gets over that threshold of 50%, then you're gonna get dropped out, and then eventually, you'll get a fiber break, and there's no Internet. And that, unfortunately, we don't have access to that. That's all done on behalf of the network provider like NBN. They're an Australian owned company. They're owned by the Australian government. Anything happens on the NBN network, it's a fiber maple fiber issue. Again, we've got a log of fault to them, and then they send out their technicians, fix it up or or fix it up. So it might be a switch because you're in a building. Right? What level are you on? Level 4? So you got fiber to the premises. So that could be one of the main switches downstairs because you'll have a a room downstairs where the electricity is and all your Internet installation. It could be a little switch downstairs. It might be causing the issue. I'm not sure. But anyway, I'll log a fault this morning and via text. We'll we'll send you a text update. And I just are you in front of a laptop right now? Are you working from home? Okay. Do you have a VPN active? Okay. Because sometimes those VPNs is what can cause these problems too. Because VPNs are routed. They're not routed through our routing network. They are routed through their routing network. So they they piggy bank off us. So it could be a v it could be a VPN issue. No. No. No. Don't say that. Don't say that. It could it could be more likely. It might be a VPN issue as well. Because if the VPN is piggybacking off our network and they're using their network and you're getting these dropouts, it could be there. It could be their issue. I'm still gonna log a file, and I'll run a and I'll run a test, and they'll let us know if there's any encrypted services in the background that's causing that. If they say there's an encrypted issue at the background, then it'll be a VPN. Who who's your VPN provider? Well, is it is that something that's provided by your your work? That way, you they'll tell you who it is. It was z Zedscaler. Yeah. We've we have had some issues with them. We've communicated directly with them. We've done some tests even even on the hang on. Let me just pull out something here. Yeah. All all all log a fault. But if you if you are using Zscaler, it could be and it just give me two seconds. Alright? I'll just read it up to you right now. The connection blah blah blah. I've got it here. Just two seconds. Alright. Okay. Here. This is what we got about the ResidScale, and this was back on the June 22. Kindly advise the customer to turn off the ResidScale or any VPN template to get an actual speed from the SpeedtestNet website and is sending as it is sending encrypted traffic. And this is on behalf of the Zscaler. We've spoken to the Zscaler directly. So we've got people using Zscaler, not just yourselves. Some of them have got no problems. Some of them are having issues just just depending on where the Zscaler is is running their network from because they don't always run it. We had one Zscaler that would run-in their network all the way down from San Jose in The USA. So they then they re redirected it back to Australia, and there was no problems. So, yeah, that's something we need we need to look. Anyway, look. Let me log this phone. I'll get back to you and see how we can sort this out. Alright. No. No. We'll send you a text. Send you a text with all the details. Okay? Alright. No. No worries. Anytime, mate. Alright. Have a good one. Bye bye. 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support. Good morning. How are you? Good. Thank you.\n\nHow can I help you? What what name do I have? Let me just have a look. We're talking about Internet connection. Right?\n\nMohammed, was it? Dominic or Dom? I think we have you. Yeah. How do you how do I spell your first name?\n\nA a d. Yeah. Mohammed. And the surname? Okay.\n\nSo you're on the 5020 plan. So when you say it's getting slower and slower, what do you mean? What can you give me a little bit more of the information on that? Yeah. Dropout dropout is one thing.\n\nHang on. Dropout is one thing. That's something we don't control. That's controlled by a network, not by us. There is a few issues happening at the moment with Super Networks around around the Canberra, New South Wales area.\n\nWhere better you you're in New South Wales, Auburn, Queen Queen Street. We haven't had any issues there, but you're saying that so when you get when you get a a dropout, it it has something to do with the network. It's got nothing to do with the panel, with the transit. So we we provide you the Mhmm. Well, this is what I'm trying to explain to you.\n\nThis is what I'm trying to explain to you. When there's a network dropout, we need to know when that dropout happens and so we can then bring that forward to Super Network so they can investigate it. We we no. That's got nothing to do with us. This is what I'm trying to explain.\n\nWe don't provide you the we don't provide the network. We provide the IP prancer over that that network. If it gets disconnected, yes. But dropouts, no. We don't get any records on the dropouts because it's trying to explain to you, we don't we don't run the back end of the network that's run by super networks.\n\nUnfortunately, here in Australia, the way things run, it's very complicated, one of the most complicated systems in the world. I don't know why the hell they've done it that way, but they have. You have a network provider that provides you the network, and you have a transit provider that provides you the the the transit. That's why you've got the network provider and the Internet service provider, the ISP. So we provide that transit over that network.\n\nSo our transit, we push it through you through the network to make sure you get a good service. However, if the if the bandwidth in that network is is full or the side of the bandwidth is not working properly based on whatever the bandwidth is in that area, yeah, you can get constant dropouts or you can get lagging or latency provided on that bandwidth. But for us to know and how to fix up that issue, we need to know exactly what time of the day you've had those dropouts. So that way, those times is recorded by Super Networks. We send them out those times.\n\nThey investigate it, and then they'll get back to and say, look. This has been the issue. It's been fixed or whatever. And that's how it works. We can't unfortunately, we can't do it any other way nor us nor anybody else.\n\nIt's just the way they've they've done this. So just just out of curiosity, how many devices do you use every day? Yep. Two phones. Are they all running at the same time?\n\nOkay. So that shouldn't so the the speed is not an issue there. So do you have a TeamViewer on one of your laptops so that I can do what they call access from my end and just double check and find out if there is a problem with the router? What brand yeah. But there's sometimes the routers that might develop so what happens with the routers, they have what they call a processor in it.\n\nSo the process, it builds up it builds up during the time of use and memory. Alright? And sometimes it gets too much memory in the process, and you it can sometimes freeze and cause the Internet not to work. So, normally, to fix that up, you do what they call a four to six months maintenance, and you do what they call a power cycle. So during the day or during the night, you unplug it.\n\nYou pull the plug at the back of the router from the back. It's gotta be pulled out the back of the router. There's so there's absolutely nothing going to it. A lot of people, they switch it off from the power supply, but the problem is there's still static electricity going through. So we asked the customer to pull out the power supply from the back of the router and just leave it out for about twenty to thirty minutes.\n\nAnd you find that you need to do that in between four to six months, at least once or twice. No. No. No. You don't need to do it every day.\n\nWhat? Every day? Okay. So what time of the day are you getting these dropouts? In the morning.\n\nOkay. Now you don't need to restart it because the so you're not listening to me. You're not listening to me. Dropouts can happen because dropouts can happen because of a network issue. Okay?\n\nIf you're getting, like, dropouts and freezing, then you need to perform a power swap. Well, that's only once every four months, not every day. You don't need to do it every day. That's not necessary. So if you're getting constant.\n\nWell, this is what I'm trying to say, Mohammed. If you're getting these issues every day, then we need to know about it. Now I think the last time I spoke to you was a while ago. I'm not sure when. But I will now log a fault with Super Networks and get them to investigate your servers and find out why you're getting these constant dropouts.\n\nBecause the dropouts the dropouts are a 100%. What? 99.99% is always from a network. So if I've got a tunnel and I'm pushing water through that tunnel, the water's always there. The water's in that tunnel.\n\nSo that if that water gets blocked somewhere, it's gotta be something in the tunnel that's blocking it. That's the most and only logical reason to why that's happening. Optic fiber works on a straight line. It can be slightly twisted up or down, left or right. It has to be straight for that light to get from one end to the other.\n\nSo if that light's not getting to the other end properly, then then there's must be some sort of an interruption or a fiber issue that's causing that constant dropout. And just to give you an idea, one of the I think it was in Moseley buildings have been there for two days, and it because it was a fiber break. If there's a fiber break anywhere, depending on the the seriousness of that break because fiber break you can have a fiber break up to 50% of that fiber, and the services will still work. Once it get once it gets over that threshold of 50%, then you're gonna get dropped out, and then eventually, you'll get a fiber break, and there's no Internet. And that, unfortunately, we don't have access to that.\n\nThat's all done on behalf of the network provider like NBN. They're an Australian owned company. They're owned by the Australian government. Anything happens on the NBN network, it's a fiber maple fiber issue. Again, we've got a log of fault to them, and then they send out their technicians, fix it up or or fix it up.\n\nSo it might be a switch because you're in a building. Right? What level are you on? Level 4? So you got fiber to the premises.\n\nSo that could be one of the main switches downstairs because you'll have a a room downstairs where the electricity is and all your Internet installation. It could be a little switch downstairs. It might be causing the issue. I'm not sure. But anyway, I'll log a fault this morning and via text.\n\nWe'll we'll send you a text update. And I just are you in front of a laptop right now? Are you working from home? Okay. Do you have a VPN active?\n\nOkay. Because sometimes those VPNs is what can cause these problems too. Because VPNs are routed. They're not routed through our routing network. They are routed through their routing network.\n\nSo they they piggy bank off us. So it could be a v it could be a VPN issue. No. No. No.\n\nDon't say that. Don't say that. It could it could be more likely. It might be a VPN issue as well. Because if the VPN is piggybacking off our network and they're using their network and you're getting these dropouts, it could be there.\n\nIt could be their issue. I'm still gonna log a file, and I'll run a and I'll run a test, and they'll let us know if there's any encrypted services in the background that's causing that. If they say there's an encrypted issue at the background, then it'll be a VPN. Who who's your VPN provider? Well, is it is that something that's provided by your your work?\n\nThat way, you they'll tell you who it is. It was z Zedscaler. Yeah. We've we have had some issues with them. We've communicated directly with them.\n\nWe've done some tests even even on the hang on. Let me just pull out something here. Yeah. All all all log a fault. But if you if you are using Zscaler, it could be and it just give me two seconds.\n\nAlright? I'll just read it up to you right now. The connection blah blah blah. I've got it here. Just two seconds.\n\nAlright. Okay. Here. This is what we got about the ResidScale, and this was back on the June 22. Kindly advise the customer to turn off the ResidScale or any VPN template to get an actual speed from the SpeedtestNet website and is sending as it is sending encrypted traffic.\n\nAnd this is on behalf of the Zscaler. We've spoken to the Zscaler directly. So we've got people using Zscaler, not just yourselves. Some of them have got no problems. Some of them are having issues just just depending on where the Zscaler is is running their network from because they don't always run it.\n\nWe had one Zscaler that would run-in their network all the way down from San Jose in The USA. So they then they re redirected it back to Australia, and there was no problems. So, yeah, that's something we need we need to look. Anyway, look. Let me log this phone.\n\nI'll get back to you and see how we can sort this out. Alright. No. No. We'll send you a text.\n\nSend you a text with all the details. Okay? Alright. No. No worries.\n\nAnytime, mate. Alright. Have a good one. Bye bye. Bye.","paragraphs":[{"sentences":[{"text":"Tech support.","start":0.48,"end":1.3,"sentiment":"neutral","sentiment_score":0.014561361633241177},{"text":"Good morning.","start":4.16,"end":4.72,"sentiment":"positive","sentiment_score":0.36363260447978973},{"text":"How are you?","start":4.72,"end":5.54,"sentiment":"neutral","sentiment_score":0.2853918671607971},{"text":"Good.","start":7.44,"end":7.7599998,"sentiment":"positive","sentiment_score":0.35392749309539795},{"text":"Thank you.","start":7.7599998,"end":8.24,"sentiment":"positive","sentiment_score":0.4363432079553604}],"sentiment":"neutral","sentiment_score":0.2839177442714572,"num_words":10,"start":0.48,"end":8.24},{"sentences":[{"text":"How can I help you?","start":8.24,"end":9.38,"sentiment":"neutral","sentiment_score":0.20873671472072602},{"text":"What what name do I have?","start":20.955,"end":22.814999,"sentiment":"neutral","sentiment_score":-0.08076520326236884},{"text":"Let me just have a look.","start":27.275,"end":28.654999,"sentiment":"neutral","sentiment_score":-0.02018082095310092},{"text":"We're talking about Internet connection.","start":29.35,"end":30.87,"sentiment":"neutral","sentiment_score":-0.01496583055704832},{"text":"Right?","start":30.87,"end":31.37,"sentiment":"neutral","sentiment_score":-0.002613659482449293}],"sentiment":"neutral","sentiment_score":0.01567672243665742,"num_words":23,"start":8.24,"end":31.37},{"sentences":[{"text":"Mohammed, was it?","start":33.03,"end":34.25,"sentiment":"neutral","sentiment_score":0.0011962950229644775},{"text":"Dominic or Dom?","start":34.870003,"end":36.09,"sentiment":"neutral","sentiment_score":-0.00695267536987861},{"text":"I think we have you.","start":39.27,"end":40.15,"sentiment":"neutral","sentiment_score":-0.023330409824848176},{"text":"Yeah.","start":40.15,"end":40.65,"sentiment":"neutral","sentiment_score":0.005180612206459045},{"text":"How do you how do I spell your first name?","start":40.870003,"end":42.81,"sentiment":"neutral","sentiment_score":-0.004707870632410049}],"sentiment":"neutral","sentiment_score":-0.007991785649210215,"num_words":22,"start":33.03,"end":42.81},{"sentences":[{"text":"A a d.","start":46.415,"end":49.955,"sentiment":"neutral","sentiment_score":-0.009801712508002916},{"text":"Yeah.","start":50.015,"end":50.515,"sentiment":"neutral","sentiment_score":-0.002132522873580456},{"text":"Mohammed.","start":51.215,"end":51.715,"sentiment":"neutral","sentiment_score":-0.001996032427996397},{"text":"And the surname?","start":53.135002,"end":54.035,"sentiment":"neutral","sentiment_score":-0.005642858954767386},{"text":"Okay.","start":58.72,"end":59.22,"sentiment":"neutral","sentiment_score":-0.013888553716242312}],"sentiment":"neutral","sentiment_score":-0.007150091489570009,"num_words":9,"start":46.415,"end":59.22},{"sentences":[{"text":"So you're on the 5020 plan.","start":60.8,"end":63.38,"sentiment":"neutral","sentiment_score":-0.028631836486359436},{"text":"So when you say it's getting slower and slower, what do you mean?","start":63.68,"end":66.4,"sentiment":"neutral","sentiment_score":-0.09573224358833753},{"text":"What can you give me a little bit more of the information on that?","start":66.4,"end":69.22,"sentiment":"neutral","sentiment_score":-0.04882332549563476},{"text":"Yeah.","start":80.335,"end":80.655,"sentiment":"neutral","sentiment_score":-0.06272923946380615},{"text":"Dropout dropout is one thing.","start":80.655,"end":82.335,"sentiment":"neutral","sentiment_score":-0.13733505755662917}],"sentiment":"neutral","sentiment_score":-0.07305746845518932,"num_words":39,"start":60.8,"end":82.335},{"sentences":[{"text":"Hang on.","start":82.335,"end":82.92,"sentiment":"neutral","sentiment_score":-0.0772673450410366},{"text":"Dropout is one thing.","start":83.4,"end":84.6,"sentiment":"neutral","sentiment_score":-0.15366778150200844},{"text":"That's something we don't control.","start":84.6,"end":85.88,"sentiment":"neutral","sentiment_score":-0.17389288544654846},{"text":"That's controlled by a network, not by us.","start":85.88,"end":88.54,"sentiment":"neutral","sentiment_score":-0.1355040818452835},{"text":"There is a few issues happening at the moment with Super Networks around around the Canberra, New South Wales area.","start":89.56,"end":97.659996,"sentiment":"neutral","sentiment_score":-0.1387211624532938}],"sentiment":"neutral","sentiment_score":-0.1409519524910511,"num_words":39,"start":82.335,"end":97.659996},{"sentences":[{"text":"Where better you you're in New South Wales, Auburn, Queen Queen Street.","start":98.985,"end":106.285,"sentiment":"neutral","sentiment_score":0.011481922081050774},{"text":"We haven't had any issues there, but you're saying that so when you get when you get a a dropout, it it has something to do with the network.","start":106.345,"end":115.23,"sentiment":"neutral","sentiment_score":-0.16794474859689845},{"text":"It's got nothing to do with the panel, with the transit.","start":115.23,"end":118.51,"sentiment":"neutral","sentiment_score":-0.1718299456618049},{"text":"So we we provide you the Mhmm.","start":118.51,"end":132.61499,"sentiment":"neutral","sentiment_score":-0.13634013491017477},{"text":"Well, this is what I'm trying to explain to you.","start":132.61499,"end":134.61499,"sentiment":"neutral","sentiment_score":-0.04660222642123699}],"sentiment":"neutral","sentiment_score":-0.11656735152465061,"num_words":69,"start":98.985,"end":134.61499},{"sentences":[{"text":"This is what I'm trying to explain to you.","start":134.61499,"end":136.47499,"sentiment":"neutral","sentiment_score":0.002970392647613254},{"text":"When there's a network dropout, we need to know when that dropout happens and so we can then bring that forward to Super Network so they can investigate it.","start":136.535,"end":144.5,"sentiment":"neutral","sentiment_score":-0.059902189492151654},{"text":"We we no.","start":145.04,"end":148.15999,"sentiment":"neutral","sentiment_score":-0.10536408672730128},{"text":"That's got nothing to do with us.","start":148.15999,"end":149.51999,"sentiment":"negative","sentiment_score":-0.43679666093417574},{"text":"This is what I'm trying to explain.","start":149.51999,"end":150.9,"sentiment":"neutral","sentiment_score":-0.1751913662467684}],"sentiment":"neutral","sentiment_score":-0.11473524385258894,"num_words":55,"start":134.61499,"end":150.9},{"sentences":[{"text":"We don't provide you the we don't provide the network.","start":151.44,"end":154.0,"sentiment":"neutral","sentiment_score":-0.22935411632061004},{"text":"We provide the IP prancer over that that network.","start":154.0,"end":157.275,"sentiment":"neutral","sentiment_score":-0.08538277861144808},{"text":"If it gets disconnected, yes.","start":162.215,"end":169.175,"sentiment":"neutral","sentiment_score":-0.05880585461854935},{"text":"But dropouts, no.","start":169.175,"end":170.58,"sentiment":"neutral","sentiment_score":-0.2492708663145701},{"text":"We don't get any records on the dropouts because it's trying to explain to you, we don't we don't run the back end of the network that's run by super networks.","start":170.58,"end":179.72,"sentiment":"neutral","sentiment_score":-0.277275689667271}],"sentiment":"neutral","sentiment_score":-0.218954731421224,"num_words":58,"start":151.44,"end":179.72},{"sentences":[{"text":"Unfortunately, here in Australia, the way things run, it's very complicated, one of the most complicated systems in the world.","start":180.34001,"end":186.955,"sentiment":"negative","sentiment_score":-0.42439223900437356},{"text":"I don't know why the hell they've done it that way, but they have.","start":186.955,"end":189.69499,"sentiment":"negative","sentiment_score":-0.3787073737808636},{"text":"You have a network provider that provides you the network, and you have a transit provider that provides you the the the transit.","start":189.915,"end":197.75499,"sentiment":"neutral","sentiment_score":0.06521151765533116},{"text":"That's why you've got the network provider and the Internet service provider, the ISP.","start":197.75499,"end":203.03,"sentiment":"neutral","sentiment_score":0.10017816749002252},{"text":"So we provide that transit over that network.","start":203.40999,"end":205.89,"sentiment":"neutral","sentiment_score":0.21257514879107475}],"sentiment":"neutral","sentiment_score":-0.11628845027541812,"num_words":79,"start":180.34001,"end":205.89},{"sentences":[{"text":"So our transit, we push it through you through the network to make sure you get a good service.","start":205.89,"end":211.59,"sentiment":"neutral","sentiment_score":0.2834340071207599},{"text":"However, if the if the bandwidth in that network is is full or the side of the bandwidth is not working properly based on whatever the bandwidth is in that area, yeah, you can get constant dropouts or you can get lagging or latency provided on that bandwidth.","start":211.81,"end":232.57,"sentiment":"negative","sentiment_score":-0.4400937830408414},{"text":"But for us to know and how to fix up that issue, we need to know exactly what time of the day you've had those dropouts.","start":232.95,"end":241.13,"sentiment":"neutral","sentiment_score":-0.2560463733971119},{"text":"So that way, those times is recorded by Super Networks.","start":241.35,"end":245.96501,"sentiment":"neutral","sentiment_score":0.01539746280759573},{"text":"We send them out those times.","start":245.96501,"end":247.085,"sentiment":"neutral","sentiment_score":0.03766399653007587}],"sentiment":"neutral","sentiment_score":-0.20198626194251787,"num_words":109,"start":205.89,"end":247.085},{"sentences":[{"text":"They investigate it, and then they'll get back to and say, look.","start":247.085,"end":249.80501,"sentiment":"neutral","sentiment_score":-0.015477682114578784},{"text":"This has been the issue.","start":249.80501,"end":250.765,"sentiment":"neutral","sentiment_score":-0.11849523335695267},{"text":"It's been fixed or whatever.","start":250.765,"end":251.985,"sentiment":"neutral","sentiment_score":-0.09855660796165466},{"text":"And that's how it works.","start":252.205,"end":253.085,"sentiment":"neutral","sentiment_score":-0.009088816493749619},{"text":"We can't unfortunately, we can't do it any other way nor us nor anybody else.","start":253.085,"end":257.025,"sentiment":"negative","sentiment_score":-0.6046223302682241}],"sentiment":"neutral","sentiment_score":-0.24728024829666884,"num_words":42,"start":247.085,"end":257.025},{"sentences":[{"text":"It's just the way they've they've done this.","start":257.165,"end":261.3,"sentiment":"negative","sentiment_score":-0.40052834525704384},{"text":"So just just out of curiosity, how many devices do you use every day?","start":261.3,"end":265.88,"sentiment":"neutral","sentiment_score":0.006243884430399963},{"text":"Yep.","start":270.74,"end":271.24,"sentiment":"neutral","sentiment_score":0.06007654592394829},{"text":"Two phones.","start":274.045,"end":274.765,"sentiment":"neutral","sentiment_score":0.012892624363303185},{"text":"Are they all running at the same time?","start":274.765,"end":276.545,"sentiment":"neutral","sentiment_score":0.00495788361877203}],"sentiment":"neutral","sentiment_score":-0.09064507625545516,"num_words":33,"start":257.165,"end":276.545},{"sentences":[{"text":"Okay.","start":278.125,"end":278.52502,"sentiment":"neutral","sentiment_score":0.1056934893131256},{"text":"So that shouldn't so the the speed is not an issue there.","start":278.52502,"end":281.345,"sentiment":"neutral","sentiment_score":0.1794496743629376},{"text":"So do you have a TeamViewer on one of your laptops so that I can do what they call access from my end and just double check and find out if there is a problem with the router?","start":281.80502,"end":293.16,"sentiment":"neutral","sentiment_score":0.07704473649592776},{"text":"What brand yeah.","start":301.975,"end":303.17502,"sentiment":"neutral","sentiment_score":0.06308688099185626},{"text":"But there's sometimes the routers that might develop so what happens with the routers, they have what they call a processor in it.","start":303.17502,"end":309.995,"sentiment":"neutral","sentiment_score":-0.09098378925219826}],"sentiment":"neutral","sentiment_score":0.04264185790504728,"num_words":77,"start":278.125,"end":309.995},{"sentences":[{"text":"So the process, it builds up it builds up during the time of use and memory.","start":310.61502,"end":315.995,"sentiment":"neutral","sentiment_score":-0.10588860046118498},{"text":"Alright?","start":316.82,"end":317.06,"sentiment":"neutral","sentiment_score":-0.03402618318796158},{"text":"And sometimes it gets too much memory in the process, and you it can sometimes freeze and cause the Internet not to work.","start":317.06,"end":324.34,"sentiment":"negative","sentiment_score":-0.3448958798595097},{"text":"So, normally, to fix that up, you do what they call a four to six months maintenance, and you do what they call a power cycle.","start":324.34,"end":332.325,"sentiment":"neutral","sentiment_score":-0.06144234724342823},{"text":"So during the day or during the night, you unplug it.","start":332.325,"end":335.285,"sentiment":"neutral","sentiment_score":0.018920427188277245}],"sentiment":"neutral","sentiment_score":-0.14350942021550298,"num_words":77,"start":310.61502,"end":335.285},{"sentences":[{"text":"You pull the plug at the back of the router from the back.","start":335.285,"end":337.605,"sentiment":"neutral","sentiment_score":-0.009347836558635417},{"text":"It's gotta be pulled out the back of the router.","start":337.605,"end":340.085,"sentiment":"neutral","sentiment_score":-0.09883361533284188},{"text":"There's so there's absolutely nothing going to it.","start":340.085,"end":342.725,"sentiment":"negative","sentiment_score":-0.3860618658363819},{"text":"A lot of people, they switch it off from the power supply, but the problem is there's still static electricity going through.","start":342.725,"end":349.68,"sentiment":"neutral","sentiment_score":-0.32002534717321396},{"text":"So we asked the customer to pull out the power supply from the back of the router and just leave it out for about twenty to thirty minutes.","start":350.06,"end":357.03998,"sentiment":"neutral","sentiment_score":-0.03309741137283189}],"sentiment":"neutral","sentiment_score":-0.15019306310533007,"num_words":81,"start":335.285,"end":357.03998},{"sentences":[{"text":"And you find that you need to do that in between four to six months, at least once or twice.","start":358.39502,"end":364.575,"sentiment":"neutral","sentiment_score":-0.05697226896882057},{"text":"No.","start":367.035,"end":367.275,"sentiment":"neutral","sentiment_score":-0.2967538833618164},{"text":"No.","start":367.275,"end":367.435,"sentiment":"neutral","sentiment_score":-0.2780328392982483},{"text":"No.","start":367.435,"end":367.67502,"sentiment":"neutral","sentiment_score":-0.27084124088287354},{"text":"You don't need to do it every day.","start":367.67502,"end":369.295,"sentiment":"neutral","sentiment_score":-0.27899777330458164}],"sentiment":"neutral","sentiment_score":-0.1360340493340646,"num_words":31,"start":358.39502,"end":369.295},{"sentences":[{"text":"What?","start":379.26,"end":379.5,"sentiment":"neutral","sentiment_score":-0.03827445954084397},{"text":"Every day?","start":379.5,"end":380.24,"sentiment":"neutral","sentiment_score":-0.05503911338746548},{"text":"Okay.","start":384.54,"end":384.94,"sentiment":"neutral","sentiment_score":-0.0114787295460701},{"text":"So what time of the day are you getting these dropouts?","start":384.94,"end":387.6,"sentiment":"neutral","sentiment_score":-0.01688471199436621},{"text":"In the morning.","start":396.575,"end":397.39502,"sentiment":"neutral","sentiment_score":-0.018962349121769268}],"sentiment":"neutral","sentiment_score":-0.022358349731398955,"num_words":18,"start":379.26,"end":397.39502},{"sentences":[{"text":"Okay.","start":397.45502,"end":397.95502,"sentiment":"neutral","sentiment_score":-0.003325054422020912},{"text":"Now you don't need to restart it because the so you're not listening to me.","start":400.46,"end":406.06,"sentiment":"neutral","sentiment_score":-0.09103677074114482},{"text":"You're not listening to me.","start":406.06,"end":407.6,"sentiment":"neutral","sentiment_score":-0.15436182618141175},{"text":"Dropouts can happen because dropouts can happen because of a network issue.","start":407.82,"end":413.36002,"sentiment":"neutral","sentiment_score":-0.1809069225564599},{"text":"Okay?","start":414.245,"end":414.565,"sentiment":"neutral","sentiment_score":-0.07861705124378204}],"sentiment":"neutral","sentiment_score":-0.12912311377551625,"num_words":34,"start":397.45502,"end":414.565},{"sentences":[{"text":"If you're getting, like, dropouts and freezing, then you need to perform a power swap.","start":414.565,"end":418.965,"sentiment":"neutral","sentiment_score":-0.14621010720729827},{"text":"Well, that's only once every four months, not every day.","start":418.965,"end":421.04498,"sentiment":"neutral","sentiment_score":-0.036194974184036256},{"text":"You don't need to do it every day.","start":421.04498,"end":422.805,"sentiment":"neutral","sentiment_score":-0.1498958608135581},{"text":"That's not necessary.","start":422.805,"end":423.865,"sentiment":"neutral","sentiment_score":-0.117291825513045},{"text":"So if you're getting constant.","start":424.645,"end":426.50497,"sentiment":"neutral","sentiment_score":-0.09483060613274574}],"sentiment":"neutral","sentiment_score":-0.11171455472344305,"num_words":41,"start":414.565,"end":426.50497},{"sentences":[{"text":"Well, this is what I'm trying to say, Mohammed.","start":428.43,"end":430.53,"sentiment":"neutral","sentiment_score":-0.1551940863331159},{"text":"If you're getting these issues every day, then we need to know about it.","start":430.59,"end":434.21,"sentiment":"neutral","sentiment_score":-0.2914882813181196},{"text":"Now I think the last time I spoke to you was a while ago.","start":434.67,"end":436.91,"sentiment":"neutral","sentiment_score":-0.10493071590151105},{"text":"I'm not sure when.","start":436.91,"end":437.97,"sentiment":"neutral","sentiment_score":-0.14371750503778458},{"text":"But I will now log a fault with Super Networks and get them to investigate your servers and find out why you're getting these constant dropouts.","start":439.39,"end":450.46503,"sentiment":"neutral","sentiment_score":-0.13861948538285035}],"sentiment":"neutral","sentiment_score":-0.16605357280862865,"num_words":67,"start":428.43,"end":450.46503},{"sentences":[{"text":"Because the dropouts the dropouts are a 100%.","start":450.46503,"end":454.96503,"sentiment":"neutral","sentiment_score":-0.03174103982746601},{"text":"What?","start":455.265,"end":455.505,"sentiment":"neutral","sentiment_score":-0.05464539676904678},{"text":"99.99% is always from a network.","start":455.505,"end":459.39,"sentiment":"neutral","sentiment_score":-0.07358163905640443},{"text":"So if I've got a tunnel and I'm pushing water through that tunnel, the water's always there.","start":459.39,"end":464.21,"sentiment":"neutral","sentiment_score":-0.19126471351174748},{"text":"The water's in that tunnel.","start":465.15,"end":466.43,"sentiment":"neutral","sentiment_score":-0.21669366359710693}],"sentiment":"neutral","sentiment_score":-0.13743329722736333,"num_words":37,"start":450.46503,"end":466.43},{"sentences":[{"text":"So that if that water gets blocked somewhere, it's gotta be something in the tunnel that's blocking it.","start":466.43,"end":471.65,"sentiment":"neutral","sentiment_score":-0.3329199122058021},{"text":"That's the most and only logical reason to why that's happening.","start":472.135,"end":475.275,"sentiment":"neutral","sentiment_score":-0.1450128582390872},{"text":"Optic fiber works on a straight line.","start":475.495,"end":477.755,"sentiment":"neutral","sentiment_score":-0.04712023186896529},{"text":"It can be slightly twisted up or down, left or right.","start":478.375,"end":481.89502,"sentiment":"neutral","sentiment_score":-0.05047053335742517},{"text":"It has to be straight for that light to get from one end to the other.","start":481.89502,"end":485.61,"sentiment":"neutral","sentiment_score":-0.0790025603491813}],"sentiment":"neutral","sentiment_score":-0.15455171930056716,"num_words":63,"start":466.43,"end":485.61},{"sentences":[{"text":"So if that light's not getting to the other end properly, then then there's must be some sort of an interruption or a fiber issue that's causing that constant dropout.","start":485.84998,"end":494.66998,"sentiment":"neutral","sentiment_score":-0.2906644806265831},{"text":"And just to give you an idea, one of the I think it was in Moseley buildings have been there for two days, and it because it was a fiber break.","start":495.21,"end":504.195,"sentiment":"neutral","sentiment_score":-0.09721728330177645},{"text":"If there's a fiber break anywhere, depending on the the seriousness of that break because fiber break you can have a fiber break up to 50% of that fiber, and the services will still work.","start":504.195,"end":516.83,"sentiment":"neutral","sentiment_score":-0.11307225237999644},{"text":"Once it get once it gets over that threshold of 50%, then you're gonna get dropped out, and then eventually, you'll get a fiber break, and there's no Internet.","start":516.97003,"end":525.39,"sentiment":"neutral","sentiment_score":-0.17678450818719535},{"text":"And that, unfortunately, we don't have access to that.","start":525.69,"end":529.485,"sentiment":"negative","sentiment_score":-0.47218703230222064}],"sentiment":"neutral","sentiment_score":-0.18707188852687381,"num_words":134,"start":485.84998,"end":529.485},{"sentences":[{"text":"That's all done on behalf of the network provider like NBN.","start":529.485,"end":532.70496,"sentiment":"neutral","sentiment_score":-0.15111533010547812},{"text":"They're an Australian owned company.","start":533.64496,"end":535.08496,"sentiment":"neutral","sentiment_score":-0.09477664828300476},{"text":"They're owned by the Australian government.","start":535.08496,"end":536.625,"sentiment":"neutral","sentiment_score":-0.09559821709990501},{"text":"Anything happens on the NBN network, it's a fiber maple fiber issue.","start":536.685,"end":540.24,"sentiment":"neutral","sentiment_score":-0.12623855005949736},{"text":"Again, we've got a log of fault to them, and then they send out their technicians, fix it up or or fix it up.","start":540.39996,"end":545.44,"sentiment":"neutral","sentiment_score":-0.13456886385877928}],"sentiment":"neutral","sentiment_score":-0.12852166393964454,"num_words":58,"start":529.485,"end":545.44},{"sentences":[{"text":"So it might be a switch because you're in a building.","start":545.44,"end":548.72,"sentiment":"neutral","sentiment_score":-0.06918030028993433},{"text":"Right?","start":548.72,"end":548.95996,"sentiment":"neutral","sentiment_score":-0.006638417020440102},{"text":"What level are you on?","start":548.95996,"end":550.26,"sentiment":"neutral","sentiment_score":-0.012627812661230564},{"text":"Level 4?","start":552.975,"end":553.795,"sentiment":"neutral","sentiment_score":-0.005811189068481326},{"text":"So you got fiber to the premises.","start":554.175,"end":555.775,"sentiment":"neutral","sentiment_score":-0.026220906392804215}],"sentiment":"neutral","sentiment_score":-0.039458827169325486,"num_words":26,"start":545.44,"end":555.775},{"sentences":[{"text":"So that could be one of the main switches downstairs because you'll have a a room downstairs where the electricity is and all your Internet installation.","start":555.775,"end":562.835,"sentiment":"neutral","sentiment_score":-0.039860363476551496},{"text":"It could be a little switch downstairs.","start":562.895,"end":564.275,"sentiment":"neutral","sentiment_score":-0.156739704310894},{"text":"It might be causing the issue.","start":564.335,"end":565.8,"sentiment":"neutral","sentiment_score":-0.2816922664642334},{"text":"I'm not sure.","start":566.04,"end":566.76,"sentiment":"neutral","sentiment_score":-0.1392307331164678},{"text":"But anyway, I'll log a fault this morning and via text.","start":566.76,"end":571.26,"sentiment":"neutral","sentiment_score":0.0785221066325903}],"sentiment":"neutral","sentiment_score":-0.06372924539137562,"num_words":53,"start":555.775,"end":571.26},{"sentences":[{"text":"We'll we'll send you a text update.","start":572.36,"end":574.54,"sentiment":"neutral","sentiment_score":0.08100707669343267},{"text":"And I just are you in front of a laptop right now?","start":575.88,"end":579.66,"sentiment":"neutral","sentiment_score":-0.009394004242494702},{"text":"Are you working from home?","start":584.48505,"end":585.78503,"sentiment":"neutral","sentiment_score":-0.042211420834064484},{"text":"Okay.","start":588.005,"end":588.405,"sentiment":"neutral","sentiment_score":-0.004445715807378292},{"text":"Do you have a VPN active?","start":588.405,"end":590.265,"sentiment":"neutral","sentiment_score":-0.023976589553058147}],"sentiment":"neutral","sentiment_score":0.0030631976983239574,"num_words":31,"start":572.36,"end":590.265},{"sentences":[{"text":"Okay.","start":591.84503,"end":592.16504,"sentiment":"neutral","sentiment_score":-0.05652875453233719},{"text":"Because sometimes those VPNs is what can cause these problems too.","start":592.16504,"end":595.54504,"sentiment":"neutral","sentiment_score":-0.21630988066846674},{"text":"Because VPNs are routed.","start":595.94,"end":597.72,"sentiment":"neutral","sentiment_score":-0.25840874761343},{"text":"They're not routed through our routing network.","start":598.82,"end":603.39996,"sentiment":"neutral","sentiment_score":-0.26151421453271595},{"text":"They are routed through their routing network.","start":604.01996,"end":606.76,"sentiment":"neutral","sentiment_score":-0.2238754736525672}],"sentiment":"neutral","sentiment_score":-0.22891000832120578,"num_words":30,"start":591.84503,"end":606.76},{"sentences":[{"text":"So they they piggy bank off us.","start":606.82,"end":609.3,"sentiment":"negative","sentiment_score":-0.4394375170980181},{"text":"So it could be a v it could be a VPN issue.","start":609.3,"end":611.8,"sentiment":"neutral","sentiment_score":-0.21585267409682274},{"text":"No.","start":613.91504,"end":614.23505,"sentiment":"neutral","sentiment_score":-0.1742592304944992},{"text":"No.","start":614.23505,"end":614.395,"sentiment":"neutral","sentiment_score":-0.13282695412635803},{"text":"No.","start":614.395,"end":614.555,"sentiment":"neutral","sentiment_score":-0.12098604440689088}],"sentiment":"neutral","sentiment_score":-0.2770166789943522,"num_words":22,"start":606.82,"end":614.555},{"sentences":[{"text":"Don't say that.","start":614.555,"end":615.35504,"sentiment":"neutral","sentiment_score":-0.1564734031756719},{"text":"Don't say that.","start":615.35504,"end":616.495,"sentiment":"neutral","sentiment_score":-0.12618219604094824},{"text":"It could it could be more likely.","start":616.79504,"end":618.815,"sentiment":"neutral","sentiment_score":-0.19062842215810502},{"text":"It might be a VPN issue as well.","start":618.875,"end":621.29504,"sentiment":"neutral","sentiment_score":-0.2539999857544899},{"text":"Because if the VPN is piggybacking off our network and they're using their network and you're getting these dropouts, it could be there.","start":621.995,"end":627.29,"sentiment":"negative","sentiment_score":-0.35887795297995856}],"sentiment":"neutral","sentiment_score":-0.2833763308484446,"num_words":44,"start":614.555,"end":627.29},{"sentences":[{"text":"It could be their issue.","start":627.29,"end":628.50995,"sentiment":"neutral","sentiment_score":-0.2962622821331024},{"text":"I'm still gonna log a file, and I'll run a and I'll run a test, and they'll let us know if there's any encrypted services in the background that's causing that.","start":628.56995,"end":638.19,"sentiment":"neutral","sentiment_score":-0.11542990154797031},{"text":"If they say there's an encrypted issue at the background, then it'll be a VPN.","start":638.34503,"end":642.34503,"sentiment":"neutral","sentiment_score":-0.16773137549559275},{"text":"Who who's your VPN provider?","start":642.34503,"end":643.805,"sentiment":"neutral","sentiment_score":-0.12248274683952332},{"text":"Well, is it is that something that's provided by your your work?","start":652.23,"end":655.45,"sentiment":"neutral","sentiment_score":0.0397838627298673}],"sentiment":"neutral","sentiment_score":-0.11339141724302489,"num_words":68,"start":627.29,"end":655.45},{"sentences":[{"text":"That way, you they'll tell you who it is.","start":657.02997,"end":659.29,"sentiment":"neutral","sentiment_score":0.1953264276186625},{"text":"It was z Zedscaler.","start":662.79,"end":664.17,"sentiment":"neutral","sentiment_score":0.019687890773639083},{"text":"Yeah.","start":665.32495,"end":665.40497,"sentiment":"neutral","sentiment_score":0.03065851330757141},{"text":"We've we have had some issues with them.","start":665.40497,"end":667.805,"sentiment":"neutral","sentiment_score":-0.08092006715014577},{"text":"We've communicated directly with them.","start":667.805,"end":669.64496,"sentiment":"neutral","sentiment_score":-0.04708198681473732}],"sentiment":"neutral","sentiment_score":0.03646583161834213,"num_words":27,"start":657.02997,"end":669.64496},{"sentences":[{"text":"We've done some tests even even on the hang on.","start":669.64496,"end":674.20496,"sentiment":"neutral","sentiment_score":-0.03412999976426363},{"text":"Let me just pull out something here.","start":674.20496,"end":676.225,"sentiment":"neutral","sentiment_score":-0.025702953338623047},{"text":"Yeah.","start":682.42004,"end":682.9,"sentiment":"neutral","sentiment_score":-0.09871537983417512},{"text":"All all all log a fault.","start":682.9,"end":684.44,"sentiment":"neutral","sentiment_score":-0.1566109905640284},{"text":"But if you if you are using Zscaler, it could be and it just give me two seconds.","start":684.66003,"end":690.74,"sentiment":"neutral","sentiment_score":0.043284940636820264}],"sentiment":"neutral","sentiment_score":-0.01858269197068044,"num_words":42,"start":669.64496,"end":690.74},{"sentences":[{"text":"Alright?","start":690.74,"end":691.24,"sentiment":"neutral","sentiment_score":0.049677327275276184},{"text":"I'll just read it up to you right now.","start":691.54004,"end":693.96,"sentiment":"neutral","sentiment_score":0.03156077985962232},{"text":"The connection blah blah blah.","start":695.585,"end":696.865,"sentiment":"neutral","sentiment_score":-0.1331700786948204},{"text":"I've got it here.","start":696.865,"end":697.925,"sentiment":"neutral","sentiment_score":-0.032855157274752855},{"text":"Just two seconds.","start":706.47,"end":707.43,"sentiment":"neutral","sentiment_score":-0.028247994060317676}],"sentiment":"neutral","sentiment_score":-0.024922302670099518,"num_words":22,"start":690.74,"end":707.43},{"sentences":[{"text":"Alright.","start":707.43,"end":707.93,"sentiment":"neutral","sentiment_score":0.03582693263888359},{"text":"Okay.","start":708.38995,"end":708.79,"sentiment":"neutral","sentiment_score":0.03477848321199417},{"text":"Here.","start":708.79,"end":709.19,"sentiment":"neutral","sentiment_score":0.024355053901672363},{"text":"This is what we got about the ResidScale, and this was back on the June 22.","start":709.19,"end":713.77,"sentiment":"neutral","sentiment_score":0.025115384021773934},{"text":"Kindly advise the customer to turn off the ResidScale or any VPN template to get an actual speed from the SpeedtestNet website and is sending as it is sending encrypted traffic.","start":714.63,"end":728.245,"sentiment":"neutral","sentiment_score":-0.011331931056995545}],"sentiment":"neutral","sentiment_score":0.002910335026681423,"num_words":50,"start":707.43,"end":728.245},{"sentences":[{"text":"And this is on behalf of the Zscaler.","start":728.865,"end":731.26495,"sentiment":"neutral","sentiment_score":0.028405308723449707},{"text":"We've spoken to the Zscaler directly.","start":731.26495,"end":734.165,"sentiment":"neutral","sentiment_score":0.032400414968530335},{"text":"So we've got people using Zscaler, not just yourselves.","start":734.68,"end":737.98004,"sentiment":"neutral","sentiment_score":0.05718234719501601},{"text":"Some of them have got no problems.","start":738.2,"end":739.74,"sentiment":"neutral","sentiment_score":0.07956725891147341},{"text":"Some of them are having issues just just depending on where the Zscaler is is running their network from because they don't always run it.","start":739.96,"end":748.68,"sentiment":"neutral","sentiment_score":-0.04839923158288002}],"sentiment":"neutral","sentiment_score":0.005150474675677039,"num_words":55,"start":728.865,"end":748.68},{"sentences":[{"text":"We had one Zscaler that would run-in their network all the way down from San Jose in The USA.","start":748.68,"end":754.595,"sentiment":"neutral","sentiment_score":0.012430650427153236},{"text":"So they then they re redirected it back to Australia, and there was no problems.","start":755.295,"end":760.835,"sentiment":"neutral","sentiment_score":0.04183837448557218},{"text":"So, yeah, that's something we need we need to look.","start":762.175,"end":764.88,"sentiment":"neutral","sentiment_score":-0.06875578127801418},{"text":"Anyway, look.","start":764.88,"end":765.60004,"sentiment":"neutral","sentiment_score":-0.013466657139360905},{"text":"Let me log this phone.","start":765.60004,"end":766.4,"sentiment":"neutral","sentiment_score":0.016482563316822053}],"sentiment":"neutral","sentiment_score":0.004542738527936094,"num_words":51,"start":748.68,"end":766.4},{"sentences":[{"text":"I'll get back to you and see how we can sort this out.","start":766.4,"end":768.74005,"sentiment":"neutral","sentiment_score":0.03946755453944206},{"text":"Alright.","start":769.76,"end":770.26,"sentiment":"neutral","sentiment_score":0.10682594776153564},{"text":"No.","start":773.68005,"end":773.84,"sentiment":"neutral","sentiment_score":-0.1301668882369995},{"text":"No.","start":773.84,"end":774.08,"sentiment":"neutral","sentiment_score":-0.06372042745351791},{"text":"We'll send you a text.","start":774.08,"end":775.62,"sentiment":"neutral","sentiment_score":0.12338422685861587}],"sentiment":"neutral","sentiment_score":0.049663713113183065,"num_words":21,"start":766.4,"end":775.62},{"sentences":[{"text":"Send you a text with all the details.","start":776.16003,"end":777.86005,"sentiment":"neutral","sentiment_score":0.14258267544209957},{"text":"Okay?","start":779.5229,"end":780.0229,"sentiment":"positive","sentiment_score":0.3579431176185608},{"text":"Alright.","start":780.08295,"end":780.58295,"sentiment":"neutral","sentiment_score":0.15268495678901672},{"text":"No.","start":780.64294,"end":780.88293,"sentiment":"neutral","sentiment_score":-0.18540407717227936},{"text":"No worries.","start":780.88293,"end":781.3629,"sentiment":"neutral","sentiment_score":-0.10601808130741121}],"sentiment":"neutral","sentiment_score":0.09644994139671326,"num_words":13,"start":776.16003,"end":781.3629},{"sentences":[{"text":"Anytime, mate.","start":781.3629,"end":782.3429,"sentiment":"neutral","sentiment_score":0.2156594842672348},{"text":"Alright.","start":783.20294,"end":783.6029,"sentiment":"neutral","sentiment_score":0.2604225277900696},{"text":"Have a good one.","start":783.6029,"end":784.4029,"sentiment":"positive","sentiment_score":0.4407038986682892},{"text":"Bye bye.","start":784.4029,"end":784.9629,"sentiment":"neutral","sentiment_score":0.12188629433512688},{"text":"Bye.","start":784.9629,"end":785.4629,"sentiment":"neutral","sentiment_score":-0.10525640845298768}],"sentiment":"neutral","sentiment_score":0.2593073271214962,"num_words":10,"start":781.3629,"end":785.4629}]}}]},{"alternatives":[{"transcript":"Hi there. Good morning. I'm good. Thanks. And yourself? That's great. I'm calling in regards to my connection, which is becoming, like, you know, worse and worse every day. Mohammed Inan. May I know who I'm I'm talking? That's correct. Yeah. May I know your name, please? That's correct. Okay. Dom, we've we've we've spoken, you know, before as well. Yeah. Yeah. M u h a, n n, a d. Double n a d. Yep. In Inam, I n a m. I hope so. Speeds are getting getting slower every day and, you know, you know, the dropouts. Like, every single day, there's several times it, you know, drops out and almost every second day. That's right. Dom, sorry. Sorry to cut you off. Sorry to cut you off. We've had this, you know, conversation, you know, previously as well. I'm not interested in why. I'm interested in what needs to be done to resolve these issues. What what do you want me to do? Yes. Yeah. You should you should have that record in your current new system. Right? Yeah. I I believe yeah. But when it gets when it gets when, you know, the connection gets, you know, disconnected, you you get it gets, like, you know, notified in your in your logs as well. We have two two laptops, one TV, and two phones. Of course not. I'm not sure. Rather, that's a that's a brand new router. We we we bought it last year last year. Shouldn't be any problem with them. So I'm I can't I can't I can't do it every day. This this is too much. Well, I need to because it's it's you know, disconnects every day. So I have to do it every I keep I keep doing it. What you're what you're telling me to do, I keep keep doing it. That's how it it gets it gets reconnected. Almost every day, every second third day, I have to do it. It it drops out all the time. Like, there's no specific time. Like, this this morning, it's it it dropped out of around 07:30. We yeah. Yeah. We we had to restart it. It it it, you know, dropped out right right now. About five minutes ago, it, you know, dropped out. That's why I've I've called you. Yeah. I've I I am listening to you. It is necessary because it doesn't doesn't connect. It doesn't it doesn't connect other other other than that. Please. And that'll be great. Hello? 4. I'm in front of my work laptop. It's got, you know, limit limitation. Yeah. I'm working from home. Trying to. Yeah. I understand that. That that shouldn't that shouldn't affect, you know, other other other devices which are not on VPN. Okay. I'm not sure. See? Where where do I find it? My work. Yeah. That's right. Alright. I believe it's it's a v scanner. Zero. Zero. Yeah. Zero Trust. Right. Okay. I'm I'm sorry, Don. Don, I have to get back to to work. That'd be great. Alright. Great. That's great. Are you are you giving me some sort of, you know, reference number or something? Okay. Alright. No problem. Thanks very much for your time, though. Thanks. Alright. See you. Have a good day. 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there. Good morning. I'm good. Thanks. And yourself?\n\nThat's great. I'm calling in regards to my connection, which is becoming, like, you know, worse and worse every day. Mohammed Inan. May I know who I'm I'm talking? That's correct.\n\nYeah. May I know your name, please? That's correct. Okay. Dom, we've we've we've spoken, you know, before as well.\n\nYeah. Yeah. M u h a, n n, a d. Double n a d. Yep.\n\nIn Inam, I n a m. I hope so. Speeds are getting getting slower every day and, you know, you know, the dropouts. Like, every single day, there's several times it, you know, drops out and almost every second day. That's right.\n\nDom, sorry. Sorry to cut you off. Sorry to cut you off. We've had this, you know, conversation, you know, previously as well. I'm not interested in why.\n\nI'm interested in what needs to be done to resolve these issues. What what do you want me to do? Yes. Yeah. You should you should have that record in your current new system.\n\nRight? Yeah. I I believe yeah. But when it gets when it gets when, you know, the connection gets, you know, disconnected, you you get it gets, like, you know, notified in your in your logs as well. We have two two laptops, one TV, and two phones.\n\nOf course not. I'm not sure. Rather, that's a that's a brand new router. We we we bought it last year last year. Shouldn't be any problem with them.\n\nSo I'm I can't I can't I can't do it every day. This this is too much. Well, I need to because it's it's you know, disconnects every day. So I have to do it every I keep I keep doing it. What you're what you're telling me to do, I keep keep doing it.\n\nThat's how it it gets it gets reconnected. Almost every day, every second third day, I have to do it. It it drops out all the time. Like, there's no specific time. Like, this this morning, it's it it dropped out of around 07:30.\n\nWe yeah. Yeah. We we had to restart it. It it it, you know, dropped out right right now. About five minutes ago, it, you know, dropped out.\n\nThat's why I've I've called you. Yeah. I've I I am listening to you. It is necessary because it doesn't doesn't connect. It doesn't it doesn't connect other other other than that.\n\nPlease. And that'll be great. Hello? 4. I'm in front of my work laptop.\n\nIt's got, you know, limit limitation. Yeah. I'm working from home. Trying to. Yeah.\n\nI understand that. That that shouldn't that shouldn't affect, you know, other other other devices which are not on VPN. Okay. I'm not sure. See?\n\nWhere where do I find it? My work. Yeah. That's right. Alright.\n\nI believe it's it's a v scanner. Zero. Zero. Yeah. Zero Trust.\n\nRight. Okay. I'm I'm sorry, Don. Don, I have to get back to to work. That'd be great.\n\nAlright. Great. That's great. Are you are you giving me some sort of, you know, reference number or something? Okay.\n\nAlright. No problem. Thanks very much for your time, though. Thanks. Alright.\n\nSee you. Have a good day. Bye.","paragraphs":[{"sentences":[{"text":"Hi there.","start":2.6399999,"end":3.12,"sentiment":"neutral","sentiment_score":0.0962897278368473},{"text":"Good morning.","start":3.12,"end":3.78,"sentiment":"neutral","sentiment_score":0.2683039456605911},{"text":"I'm good.","start":5.8399997,"end":6.24,"sentiment":"positive","sentiment_score":0.45022881031036377},{"text":"Thanks.","start":6.24,"end":6.56,"sentiment":"positive","sentiment_score":0.4951568245887756},{"text":"And yourself?","start":6.56,"end":7.2999997,"sentiment":"neutral","sentiment_score":0.23218505829572678}],"sentiment":"neutral","sentiment_score":0.2876857676439815,"num_words":9,"start":2.6399999,"end":7.2999997},{"sentences":[{"text":"That's great.","start":9.5199995,"end":10.34,"sentiment":"neutral","sentiment_score":0.2934667468070984},{"text":"I'm calling in regards to my connection, which is becoming, like, you know, worse and worse every 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right.","start":104.455,"end":105.195,"sentiment":"neutral","sentiment_score":0.021231633611023426}],"sentiment":"neutral","sentiment_score":-0.1595150843883554,"num_words":42,"start":55.325,"end":105.195},{"sentences":[{"text":"Dom, sorry.","start":119.5,"end":120.14,"sentiment":"neutral","sentiment_score":-0.07049729116261005},{"text":"Sorry to cut you off.","start":120.14,"end":121.42,"sentiment":"negative","sentiment_score":-0.5074038743972779},{"text":"Sorry to cut you off.","start":121.42,"end":122.54,"sentiment":"negative","sentiment_score":-0.4919460654258728},{"text":"We've had this, you know, conversation, you know, previously as well.","start":122.54,"end":127.305,"sentiment":"neutral","sentiment_score":-0.22828360850160773},{"text":"I'm not interested in why.","start":127.545,"end":129.465,"sentiment":"negative","sentiment_score":-0.6023571848869324}],"sentiment":"negative","sentiment_score":-0.3807374964069043,"num_words":28,"start":119.5,"end":129.465},{"sentences":[{"text":"I'm interested in what needs to be done to resolve these issues.","start":129.465,"end":132.985,"sentiment":"negative","sentiment_score":-0.37481305996576947},{"text":"What what do you want me to do?","start":132.985,"end":134.685,"sentiment":"neutral","sentiment_score":-0.04825689597055316},{"text":"Yes.","start":136.585,"end":137.085,"sentiment":"neutral","sentiment_score":0.000956190750002861},{"text":"Yeah.","start":144.8,"end":145.04,"sentiment":"neutral","sentiment_score":0.02648574486374855},{"text":"You should you should have that record in your current new system.","start":145.04,"end":147.44,"sentiment":"neutral","sentiment_score":0.010758377301196257}],"sentiment":"neutral","sentiment_score":-0.13903733600369272,"num_words":34,"start":129.465,"end":147.44},{"sentences":[{"text":"Right?","start":147.44,"end":147.94,"sentiment":"neutral","sentiment_score":-0.0522606335580349},{"text":"Yeah.","start":150.8,"end":151.04,"sentiment":"neutral","sentiment_score":-0.0932970717549324},{"text":"I I believe yeah.","start":151.04,"end":156.64,"sentiment":"neutral","sentiment_score":-0.14123393036425114},{"text":"But when it gets when it gets when, you know, the connection gets, you know, disconnected, you you get it gets, like, you know, notified in your in your logs as well.","start":156.64,"end":166.525,"sentiment":"neutral","sentiment_score":-0.03401152964215726},{"text":"We have two two laptops, one TV, and two phones.","start":267.795,"end":273.175,"sentiment":"neutral","sentiment_score":0.025472995173186064}],"sentiment":"neutral","sentiment_score":-0.03216942549139882,"num_words":48,"start":147.44,"end":273.175},{"sentences":[{"text":"Of course not.","start":276.675,"end":277.575,"sentiment":"neutral","sentiment_score":-0.017444207643469174},{"text":"I'm not sure.","start":294.035,"end":294.915,"sentiment":"neutral","sentiment_score":-0.039148010313510895},{"text":"Rather, that's a that's a brand new router.","start":294.915,"end":296.83502,"sentiment":"neutral","sentiment_score":0.01970659859944135},{"text":"We we we bought it last year last year.","start":296.83502,"end":299.17502,"sentiment":"neutral","sentiment_score":0.17748432358105978},{"text":"Shouldn't be any problem with them.","start":300.83502,"end":302.45502,"sentiment":"neutral","sentiment_score":0.15998572359482446}],"sentiment":"neutral","sentiment_score":0.08776377202493363,"num_words":29,"start":276.675,"end":302.45502},{"sentences":[{"text":"So I'm I can't I can't I can't do it every day.","start":363.6,"end":366.82,"sentiment":"negative","sentiment_score":-0.42464427774151164},{"text":"This this is too much.","start":368.0,"end":369.04,"sentiment":"negative","sentiment_score":-0.3480496734380722},{"text":"Well, I need to because it's it's you know, disconnects every day.","start":369.04,"end":372.66,"sentiment":"neutral","sentiment_score":-0.28199492022395134},{"text":"So I have to do it every I keep I keep doing it.","start":373.68,"end":376.4,"sentiment":"neutral","sentiment_score":-0.2957363426685333},{"text":"What you're what you're telling me to do, I keep keep doing it.","start":376.4,"end":378.975,"sentiment":"neutral","sentiment_score":-0.2018381838615124}],"sentiment":"neutral","sentiment_score":-0.30342522886666384,"num_words":55,"start":363.6,"end":378.975},{"sentences":[{"text":"That's how it it gets it gets reconnected.","start":379.135,"end":381.39502,"sentiment":"neutral","sentiment_score":-0.099527005571872},{"text":"Almost every day, every second third day, I have to do it.","start":381.695,"end":384.67502,"sentiment":"neutral","sentiment_score":-0.12146011243263881},{"text":"It it drops out all the time.","start":387.535,"end":389.375,"sentiment":"neutral","sentiment_score":-0.10969693533011846},{"text":"Like, there's no specific time.","start":389.375,"end":391.375,"sentiment":"neutral","sentiment_score":-0.08309201896190643},{"text":"Like, this this morning, it's it it dropped out of around 07:30.","start":391.375,"end":395.1,"sentiment":"neutral","sentiment_score":-0.06608155524979036}],"sentiment":"neutral","sentiment_score":-0.09613760679282925,"num_words":44,"start":379.135,"end":395.1},{"sentences":[{"text":"We yeah.","start":396.0,"end":398.04,"sentiment":"neutral","sentiment_score":-0.018002796918153763},{"text":"Yeah.","start":398.04,"end":398.28,"sentiment":"neutral","sentiment_score":-0.010127745568752289},{"text":"We we had to restart it.","start":398.28,"end":399.80002,"sentiment":"neutral","sentiment_score":-0.042038362473249435},{"text":"It it it, you know, dropped out right right now.","start":399.80002,"end":402.76,"sentiment":"neutral","sentiment_score":-0.06472035832703113},{"text":"About five minutes ago, it, you know, dropped out.","start":402.76,"end":405.08002,"sentiment":"neutral","sentiment_score":-0.10924775939848688}],"sentiment":"neutral","sentiment_score":-0.06888560471790177,"num_words":28,"start":396.0,"end":405.08002},{"sentences":[{"text":"That's why I've I've called you.","start":405.08002,"end":406.7,"sentiment":"neutral","sentiment_score":-0.08579354919493198},{"text":"Yeah.","start":407.80002,"end":408.2,"sentiment":"neutral","sentiment_score":-0.060169633477926254},{"text":"I've I I am listening to you.","start":408.2,"end":409.905,"sentiment":"neutral","sentiment_score":-0.06228221846478326},{"text":"It is necessary because it doesn't doesn't connect.","start":424.68,"end":427.18,"sentiment":"neutral","sentiment_score":-0.14627545420080423},{"text":"It doesn't it doesn't connect other other other than that.","start":428.6,"end":431.58002,"sentiment":"neutral","sentiment_score":-0.17603333443403243}],"sentiment":"neutral","sentiment_score":-0.12317010737024248,"num_words":32,"start":405.08002,"end":431.58002},{"sentences":[{"text":"Please.","start":443.48502,"end":443.98502,"sentiment":"neutral","sentiment_score":-0.1286340355873108},{"text":"And that'll be great.","start":450.97,"end":452.03,"sentiment":"neutral","sentiment_score":0.25073410756886005},{"text":"Hello?","start":551.385,"end":551.86505,"sentiment":"neutral","sentiment_score":-0.005966649390757084},{"text":"4.","start":551.86505,"end":552.36505,"sentiment":"neutral","sentiment_score":-0.0028491877019405365},{"text":"I'm in front of my work laptop.","start":581.075,"end":583.255,"sentiment":"neutral","sentiment_score":-0.018715161431048597}],"sentiment":"neutral","sentiment_score":0.052462887684149404,"num_words":14,"start":443.48502,"end":583.255},{"sentences":[{"text":"It's got, you know, limit limitation.","start":583.795,"end":586.055,"sentiment":"neutral","sentiment_score":-0.04971469007432461},{"text":"Yeah.","start":586.115,"end":586.275,"sentiment":"neutral","sentiment_score":-0.018218304961919785},{"text":"I'm working from home.","start":586.275,"end":587.575,"sentiment":"neutral","sentiment_score":-0.007098850328475239},{"text":"Trying to.","start":587.955,"end":588.775,"sentiment":"neutral","sentiment_score":-0.012932980433106422},{"text":"Yeah.","start":590.995,"end":591.495,"sentiment":"neutral","sentiment_score":-0.03254552558064461}],"sentiment":"neutral","sentiment_score":-0.028808095226330415,"num_words":14,"start":583.795,"end":591.495},{"sentences":[{"text":"I understand that.","start":606.54504,"end":607.84503,"sentiment":"neutral","sentiment_score":-0.2439618060986201},{"text":"That that shouldn't that shouldn't affect, you know, other other other devices which are not on VPN.","start":609.585,"end":616.965,"sentiment":"neutral","sentiment_score":-0.14521701370968537},{"text":"Okay.","start":630.70496,"end":631.20496,"sentiment":"neutral","sentiment_score":-0.039149753749370575},{"text":"I'm not sure.","start":646.89996,"end":647.96,"sentiment":"neutral","sentiment_score":-0.14238031208515167},{"text":"See?","start":648.02,"end":648.52,"sentiment":"neutral","sentiment_score":-0.10194572806358336}],"sentiment":"neutral","sentiment_score":-0.15075244277715683,"num_words":25,"start":606.54504,"end":648.52},{"sentences":[{"text":"Where where do I find it?","start":649.62,"end":651.08,"sentiment":"neutral","sentiment_score":-0.09462397235135238},{"text":"My work.","start":655.715,"end":656.195,"sentiment":"neutral","sentiment_score":0.09553616493940353},{"text":"Yeah.","start":656.195,"end":656.695,"sentiment":"neutral","sentiment_score":0.2034899890422821},{"text":"That's right.","start":656.755,"end":657.495,"sentiment":"neutral","sentiment_score":0.2990351617336273},{"text":"Alright.","start":659.955,"end":660.355,"sentiment":"neutral","sentiment_score":0.08657827228307724}],"sentiment":"neutral","sentiment_score":0.0426222567136089,"num_words":12,"start":649.62,"end":660.355},{"sentences":[{"text":"I believe it's it's a v scanner.","start":660.355,"end":662.135,"sentiment":"neutral","sentiment_score":0.04045667712177549},{"text":"Zero.","start":663.555,"end":664.055,"sentiment":"neutral","sentiment_score":0.031030327081680294},{"text":"Zero.","start":664.515,"end":664.915,"sentiment":"neutral","sentiment_score":0.010546416975557804},{"text":"Yeah.","start":664.915,"end":665.235,"sentiment":"neutral","sentiment_score":0.02677851915359497},{"text":"Zero Trust.","start":665.235,"end":666.055,"sentiment":"neutral","sentiment_score":0.006929947063326836}],"sentiment":"neutral","sentiment_score":0.03045099143249293,"num_words":12,"start":660.355,"end":666.055},{"sentences":[{"text":"Right.","start":671.11,"end":671.61,"sentiment":"neutral","sentiment_score":-0.025322793051600456},{"text":"Okay.","start":677.19,"end":677.69,"sentiment":"neutral","sentiment_score":-0.037613317370414734},{"text":"I'm I'm sorry, Don.","start":678.23,"end":679.26996,"sentiment":"neutral","sentiment_score":-0.14107566699385643},{"text":"Don, I have to get back to to work.","start":679.26996,"end":681.93,"sentiment":"neutral","sentiment_score":-0.19665437440077463},{"text":"That'd be great.","start":685.115,"end":686.175,"sentiment":"neutral","sentiment_score":0.14740039904912314}],"sentiment":"neutral","sentiment_score":-0.10860705282539129,"num_words":18,"start":671.11,"end":686.175},{"sentences":[{"text":"Alright.","start":691.755,"end":692.255,"sentiment":"neutral","sentiment_score":0.044531941413879395},{"text":"Great.","start":768.76495,"end":769.26495,"sentiment":"positive","sentiment_score":0.5236714482307434},{"text":"That's great.","start":769.40497,"end":769.96497,"sentiment":"positive","sentiment_score":0.5064200162887573},{"text":"Are you are you giving me some sort of, you know, reference number or something?","start":769.96497,"end":773.26495,"sentiment":"neutral","sentiment_score":0.02101597220947345},{"text":"Okay.","start":775.94,"end":776.34,"sentiment":"neutral","sentiment_score":0.061207037419080734}],"sentiment":"neutral","sentiment_score":0.097874502139166,"num_words":20,"start":691.755,"end":776.34},{"sentences":[{"text":"Alright.","start":776.34,"end":776.84,"sentiment":"neutral","sentiment_score":0.08070653676986694},{"text":"No problem.","start":778.34,"end":779.06,"sentiment":"neutral","sentiment_score":0.26530764251947403},{"text":"Thanks very much for your time, though.","start":779.06,"end":780.68,"sentiment":"positive","sentiment_score":0.47941419801541735},{"text":"Thanks.","start":781.06,"end":781.56,"sentiment":"neutral","sentiment_score":0.01729612797498703},{"text":"Alright.","start":782.42,"end":782.92,"sentiment":"neutral","sentiment_score":0.1844959706068039}],"sentiment":"positive","sentiment_score":0.34741777554154396,"num_words":12,"start":776.34,"end":782.92},{"sentences":[{"text":"See you.","start":782.98,"end":783.46,"sentiment":"neutral","sentiment_score":0.2623904049396515},{"text":"Have a good day.","start":783.46,"end":784.18,"sentiment":"positive","sentiment_score":0.5057364925742149},{"text":"Bye.","start":784.18,"end":784.68,"sentiment":"neutral","sentiment_score":0.19205689430236816}],"sentiment":"positive","sentiment_score":0.3913976677826473,"num_words":7,"start":782.98,"end":784.68}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Tech support.\n\nChannel 1: Hi there. Good morning.\n\nChannel 0: Good morning. How are you?\n\nChannel 1: I'm good. Thanks. And yourself?\n\nChannel 0: Good. Thank you. How can I help you?\n\nChannel 1: That's great. I'm calling in regards to my connection, which is becoming, like, you know, worse and worse every day.\n\nChannel 0: What what name do I have?\n\nChannel 1: Mohammed Inan.\n\nChannel 0: Let me just have a look.\n\nChannel 1: May\n\nChannel 0: We're\n\nChannel 1: I\n\nChannel 0: talking\n\nChannel 1: know who I'm\n\nChannel 0: about\n\nChannel 1: I'm\n\nChannel 0: Internet connection.\n\nChannel 1: talking?\n\nChannel 0: Right?\n\nChannel 1: That's correct. Yeah. May\n\nChannel 0: Mohammed,\n\nChannel 1: I know your name,\n\nChannel 0: was it?\n\nChannel 1: please? That's correct.\n\nChannel 0: Dominic or Dom?\n\nChannel 1: Okay. Dom, we've we've we've spoken,\n\nChannel 0: I\n\nChannel 1: you\n\nChannel 0: think\n\nChannel 1: know,\n\nChannel 0: we\n\nChannel 1: before\n\nChannel 0: have you.\n\nChannel 1: as\n\nChannel 0: Yeah.\n\nChannel 1: well.\n\nChannel 0: How\n\nChannel 1: Yeah.\n\nChannel 0: do you\n\nChannel 1: Yeah.\n\nChannel 0: how do I spell your first name?\n\nChannel 1: M u h a, n n, a d.\n\nChannel 0: A\n\nChannel 1: Double\n\nChannel 0: a\n\nChannel 1: n a d.\n\nChannel 0: d. Yeah. Mohammed. And the surname?\n\nChannel 1: Yep. In Inam, I n a m.\n\nChannel 0: Okay. So you're on the 5020 plan. So when you\n\nChannel 1: I\n\nChannel 0: say it's\n\nChannel 1: hope\n\nChannel 0: getting slower\n\nChannel 1: so.\n\nChannel 0: and slower, what do you mean? What can you give me a little bit more of the information on that?\n\nChannel 1: Speeds are getting getting slower every day and, you know, you know, the dropouts. Like, every single day, there's several times it, you know, drops out and\n\nChannel 0: Yeah.\n\nChannel 1: almost\n\nChannel 0: Dropout dropout\n\nChannel 1: every second\n\nChannel 0: is one\n\nChannel 1: day.\n\nChannel 0: thing. Hang on. Dropout is one thing. That's something we don't control. That's controlled by a network, not by us.\n\nThere is a few issues happening at the moment with Super Networks around around the Canberra, New South Wales area. Where better you you're in New South Wales, Auburn,\n\nChannel 1: That's right.\n\nChannel 0: Queen Queen Street. We haven't had any issues there, but you're saying that so when you get when you get a a dropout, it it has something to do with the network. It's got nothing to do with the panel, with the transit. So we we provide\n\nChannel 1: Dom,\n\nChannel 0: you the\n\nChannel 1: sorry. Sorry to cut you off. Sorry to cut you off. We've had this, you know, conversation, you know, previously as well. I'm not interested in why.\n\nI'm interested in what needs to be done to resolve\n\nChannel 0: Mhmm.\n\nChannel 1: these issues.\n\nChannel 0: Well, this\n\nChannel 1: What\n\nChannel 0: is what\n\nChannel 1: what\n\nChannel 0: I'm\n\nChannel 1: do\n\nChannel 0: trying\n\nChannel 1: you want\n\nChannel 0: to explain\n\nChannel 1: me to do?\n\nChannel 0: to you. This is what I'm trying to explain to you. When\n\nChannel 1: Yes.\n\nChannel 0: there's a network dropout, we need to know when that dropout happens and so we can then bring that forward to Super Network so they can investigate it.\n\nChannel 1: Yeah. You\n\nChannel 0: We\n\nChannel 1: should\n\nChannel 0: we\n\nChannel 1: you should have that record in your current new system. Right?\n\nChannel 0: no. That's got nothing to do with us. This is what I'm trying to explain.\n\nChannel 1: Yeah. I I believe\n\nChannel 0: We don't provide you the we don't provide the network. We provide the IP prancer over that\n\nChannel 1: yeah.\n\nChannel 0: that\n\nChannel 1: But\n\nChannel 0: network.\n\nChannel 1: when it gets when it gets when, you know, the connection gets, you know, disconnected, you\n\nChannel 0: If\n\nChannel 1: you get it gets, like, you know, notified in your in your logs as well.\n\nChannel 0: it gets disconnected, yes. But dropouts, no. We don't get any records on the dropouts because it's trying to explain to you, we don't we don't run the back end of the network that's run by super networks. Unfortunately, here in Australia, the way things run, it's very complicated, one of the most complicated systems in the world. I don't know why the hell they've done it that way, but they have.\n\nYou have a network provider that provides you the network, and you have a transit provider that provides you the the the transit. That's why you've got the network provider and the Internet service provider, the ISP. So we provide that transit over that network. So our transit, we push it through you through the network to make sure you get a good service. However, if the if the bandwidth in that network is is full or the side of the bandwidth is not working properly based on whatever the bandwidth is in that area, yeah, you can get constant dropouts or you can get lagging or latency provided on that bandwidth.\n\nBut for us to know and how to fix up that issue, we need to know exactly what time of the day you've had those dropouts. So that way, those times is recorded by Super Networks. We send them out those times. They investigate it, and then they'll get back to and say, look. This has been the issue.\n\nIt's been fixed or whatever. And that's how it works. We can't unfortunately, we can't do it any other way nor us nor anybody else. It's just the way they've they've done this. So just just out of curiosity, how many devices do you use every day?\n\nChannel 1: We have two two laptops,\n\nChannel 0: Yep.\n\nChannel 1: one TV, and two phones.\n\nChannel 0: Two phones. Are they all running at the same time?\n\nChannel 1: Of course not.\n\nChannel 0: Okay. So that shouldn't so the the speed is not an issue there. So do you have a TeamViewer on one of your laptops so that I can do what they call access from my end and just double check and find out if there is a problem with the router?\n\nChannel 1: I'm not sure. Rather, that's a that's a brand new router. We we we bought it last year last year. Shouldn't be any problem with them.\n\nChannel 0: What brand yeah. But there's sometimes the routers that might develop so what happens with the routers, they have what they call a processor in it. So the process, it builds up it builds up during the time of use and memory. Alright? And sometimes it gets too much memory in the process, and you it can sometimes freeze and cause the Internet not to work.\n\nSo, normally, to fix that up, you do what they call a four to six months maintenance, and you do what they call a power cycle. So during the day or during the night, you unplug it. You pull the plug at the back of the router from the back. It's gotta be pulled out the back of the router. There's so there's absolutely nothing going to it.\n\nA lot of people, they switch it off from the power supply, but the problem is there's still static electricity going through. So we asked the customer to pull out the power supply from the back of the router and just leave it out for about twenty to thirty minutes. And you find that you need to do that in between four to six months, at least once\n\nChannel 1: So I'm\n\nChannel 0: or\n\nChannel 1: I\n\nChannel 0: twice.\n\nChannel 1: can't I can't I can't do it every day.\n\nChannel 0: No. No. No. You don't need\n\nChannel 1: This\n\nChannel 0: to\n\nChannel 1: this\n\nChannel 0: do\n\nChannel 1: is\n\nChannel 0: it every\n\nChannel 1: too much.\n\nChannel 0: day.\n\nChannel 1: Well, I need to because it's it's you know, disconnects every day. So I have to do it every I keep I keep doing it. What you're what you're telling me to do, I keep keep doing it. That's\n\nChannel 0: What?\n\nChannel 1: how\n\nChannel 0: Every\n\nChannel 1: it\n\nChannel 0: day?\n\nChannel 1: it gets it gets reconnected. Almost every day, every second third day, I have to do it.\n\nChannel 0: Okay. So what time of the day are you getting these dropouts?\n\nChannel 1: It it drops out all the time. Like, there's no specific time. Like, this this morning, it's it it dropped out of around 07:30. We\n\nChannel 0: In the morning. Okay.\n\nChannel 1: yeah. Yeah. We we had to restart it. It it it,\n\nChannel 0: Now you don't\n\nChannel 1: you\n\nChannel 0: need\n\nChannel 1: know,\n\nChannel 0: to restart\n\nChannel 1: dropped out\n\nChannel 0: it\n\nChannel 1: right\n\nChannel 0: because\n\nChannel 1: right\n\nChannel 0: the\n\nChannel 1: now. About five minutes ago, it,\n\nChannel 0: so\n\nChannel 1: you know,\n\nChannel 0: you're\n\nChannel 1: dropped\n\nChannel 0: not\n\nChannel 1: out.\n\nChannel 0: listening\n\nChannel 1: That's why\n\nChannel 0: to\n\nChannel 1: I've\n\nChannel 0: me.\n\nChannel 1: I've called\n\nChannel 0: You're\n\nChannel 1: you.\n\nChannel 0: not listening to me.\n\nChannel 1: Yeah.\n\nChannel 0: Dropouts\n\nChannel 1: I've I\n\nChannel 0: can\n\nChannel 1: I am\n\nChannel 0: happen\n\nChannel 1: listening\n\nChannel 0: because\n\nChannel 1: to you.\n\nChannel 0: dropouts can happen because of a network issue. Okay? If you're getting, like, dropouts and freezing, then you need to perform a power swap. Well, that's only once every four months, not every day. You don't need to do it every day.\n\nThat's not necessary. So\n\nChannel 1: It is\n\nChannel 0: if\n\nChannel 1: necessary\n\nChannel 0: you're getting\n\nChannel 1: because it\n\nChannel 0: constant.\n\nChannel 1: doesn't doesn't connect.\n\nChannel 0: Well, this\n\nChannel 1: It\n\nChannel 0: is what\n\nChannel 1: doesn't\n\nChannel 0: I'm trying\n\nChannel 1: it\n\nChannel 0: to say,\n\nChannel 1: doesn't connect other\n\nChannel 0: Mohammed.\n\nChannel 1: other other\n\nChannel 0: If\n\nChannel 1: than\n\nChannel 0: you're getting\n\nChannel 1: that.\n\nChannel 0: these issues every day, then we need to know about it. Now I think the last time I spoke to you was a while ago. I'm not sure when. But I will now log a fault\n\nChannel 1: Please.\n\nChannel 0: with Super Networks and get them to investigate your servers and find out why you're getting these constant dropouts. Because the dropouts\n\nChannel 1: And that'll be great.\n\nChannel 0: the dropouts are a 100%. What? 99.99% is always from a network. So if I've got a tunnel and I'm pushing water through that tunnel, the water's always there. The water's in that tunnel.\n\nSo that if that water gets blocked somewhere, it's gotta be something in the tunnel that's blocking it. That's the most and only logical reason to why that's happening. Optic fiber works on a straight line. It can be slightly twisted up or down, left or right. It has to be straight for that light to get from one end to the other.\n\nSo if that light's not getting to the other end properly, then then there's must be some sort of an interruption or a fiber issue that's causing that constant dropout. And just to give you an idea, one of the I think it was in Moseley buildings have been there for two days, and it because it was a fiber break. If there's a fiber break anywhere, depending on the the seriousness of that break because fiber break you can have a fiber break up to 50% of that fiber, and the services will still work. Once it get once it gets over that threshold of 50%, then you're gonna get dropped out, and then eventually, you'll get a fiber break, and there's no Internet. And that, unfortunately, we don't have access to that.\n\nThat's all done on behalf of the network provider like NBN. They're an Australian owned company. They're owned by the Australian government. Anything happens on the NBN network, it's a fiber maple fiber issue. Again, we've got a log of fault to them, and then they send out their technicians, fix it up or or fix it up.\n\nSo it might be a switch because you're in a building. Right? What level are you on?\n\nChannel 1: Hello? 4.\n\nChannel 0: Level 4? So you got fiber to the premises. So that could be one of the main switches downstairs because you'll have a a room downstairs where the electricity is and all your Internet installation. It could be a little switch downstairs. It might be causing the issue.\n\nI'm not sure. But anyway, I'll log a fault this morning and via text. We'll we'll send you a text update. And I just are you in front of a laptop right now?\n\nChannel 1: I'm in front of my work laptop. It's got, you\n\nChannel 0: Are you working from\n\nChannel 1: know, limit\n\nChannel 0: home?\n\nChannel 1: limitation. Yeah. I'm working from home. Trying\n\nChannel 0: Okay.\n\nChannel 1: to.\n\nChannel 0: Do you have a VPN active?\n\nChannel 1: Yeah.\n\nChannel 0: Okay. Because sometimes those VPNs is what can cause these problems too. Because VPNs are routed. They're not routed through our routing network. They are routed through their routing network.\n\nChannel 1: I understand\n\nChannel 0: So they\n\nChannel 1: that.\n\nChannel 0: they piggy bank off us. So it\n\nChannel 1: That\n\nChannel 0: could be a v it could be a VPN issue.\n\nChannel 1: that shouldn't that shouldn't affect, you know,\n\nChannel 0: No.\n\nChannel 1: other\n\nChannel 0: No.\n\nChannel 1: other\n\nChannel 0: No. Don't\n\nChannel 1: other devices\n\nChannel 0: say that. Don't\n\nChannel 1: which are\n\nChannel 0: say\n\nChannel 1: not\n\nChannel 0: that.\n\nChannel 1: on VPN.\n\nChannel 0: It could it could be more likely. It might be a VPN issue as well. Because if the VPN is piggybacking off our network and they're using their network and you're getting these dropouts, it could be there. It could be their issue. I'm still gonna log a file, and I'll\n\nChannel 1: Okay.\n\nChannel 0: run a and I'll run a test, and they'll let us know if there's any encrypted services in the background that's causing that. If they say there's an encrypted issue at the background, then it'll be a VPN. Who who's your VPN provider?\n\nChannel 1: I'm not sure. See? Where where do I find it?\n\nChannel 0: Well, is it is that something that's provided by your your work?\n\nChannel 1: My work. Yeah. That's right.\n\nChannel 0: That way, you they'll tell you who it is.\n\nChannel 1: Alright. I believe it's it's a v scanner.\n\nChannel 0: It was z\n\nChannel 1: Zero.\n\nChannel 0: Zedscaler.\n\nChannel 1: Zero. Yeah. Zero\n\nChannel 0: Yeah. We've\n\nChannel 1: Trust.\n\nChannel 0: we have had some issues with them. We've communicated directly with them. We've done some tests\n\nChannel 1: Right.\n\nChannel 0: even even on the hang on. Let me just pull out something here.\n\nChannel 1: Okay. I'm I'm sorry, Don. Don, I have to get back to to work.\n\nChannel 0: Yeah. All all all log a fault. But if you\n\nChannel 1: That'd\n\nChannel 0: if\n\nChannel 1: be\n\nChannel 0: you\n\nChannel 1: great.\n\nChannel 0: are using Zscaler, it could be and it just give me two seconds. Alright? I'll just\n\nChannel 1: Alright.\n\nChannel 0: read it up to you right now. The connection blah blah blah. I've got it here. Just two seconds. Alright.\n\nOkay. Here. This is what we got about the ResidScale, and this was back on the June 22. Kindly advise the customer to turn off the ResidScale or any VPN template to get an actual speed from the SpeedtestNet website and is sending as it is sending encrypted traffic. And this is on behalf of the Zscaler.\n\nWe've spoken to the Zscaler directly. So we've got people using Zscaler, not just yourselves. Some of them have got no problems. Some of them are having issues just just depending on where the Zscaler is is running their network from because they don't always run it. We had one Zscaler that would run-in their network all the way down from San Jose in The USA.\n\nSo they then they re redirected it back to Australia, and there was no problems. So, yeah, that's something we need we need to look. Anyway, look. Let me log this phone. I'll get back to you and see how we can sort this out.\n\nChannel 1: Great. That's great.\n\nChannel 0: Alright.\n\nChannel 1: Are you are you giving me some sort of, you know, reference number or something?\n\nChannel 0: No. No. We'll send you a text.\n\nChannel 1: Okay.\n\nChannel 0: Send\n\nChannel 1: Alright.\n\nChannel 0: you a text with all the details.\n\nChannel 1: No problem. Thanks very\n\nChannel 0: Okay?\n\nChannel 1: much for your time,\n\nChannel 0: Alright.\n\nChannel 1: though.\n\nChannel 0: No. No\n\nChannel 1: Thanks.\n\nChannel 0: worries. Anytime, mate.\n\nChannel 1: Alright. See\n\nChannel 0: Alright.\n\nChannel 1: you. Have\n\nChannel 0: Have\n\nChannel 1: a\n\nChannel 0: a\n\nChannel 1: good\n\nChannel 0: good\n\nChannel 1: day.\n\nChannel 0: one.\n\nChannel 1: Bye.\n\nChannel 0: Bye bye. Bye.","paragraphs":[{"sentences":[{"text":"Tech support.","start":0.48,"end":1.3,"sentiment":"neutral","sentiment_score":0.014561361633241177}],"sentiment":"neutral","sentiment_score":0.014561361633241177,"channel":0,"num_words":2,"start":0.48,"end":1.3},{"sentences":[{"text":"Hi there.","start":2.6399999,"end":3.12,"sentiment":"neutral","sentiment_score":0.0962897278368473},{"text":"Good morning.","start":3.12,"end":3.78,"sentiment":"neutral","sentiment_score":0.2683039456605911}],"sentiment":"neutral","sentiment_score":0.18229683674871922,"channel":1,"num_words":4,"start":2.6399999,"end":3.78},{"sentences":[{"text":"Good morning.","start":4.16,"end":4.72,"sentiment":"positive","sentiment_score":0.36363260447978973},{"text":"How are you?","start":4.72,"end":5.54,"sentiment":"neutral","sentiment_score":0.2853918671607971}],"sentiment":"neutral","sentiment_score":0.3166881620883942,"channel":0,"num_words":5,"start":4.16,"end":5.54},{"sentences":[{"text":"I'm 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bye.","start":784.4029,"end":784.9629,"sentiment":"neutral","sentiment_score":0.12188629433512688},{"text":"Bye.","start":784.9629,"end":785.4629,"sentiment":"neutral","sentiment_score":-0.10525640845298768}],"sentiment":"neutral","sentiment_score":0.04617206007242203,"channel":0,"num_words":3,"start":784.4029,"end":785.4629}]},"summary":{"result":"success","short":"The agent explains to the customer that network issues are due to the customer's router and suggests a four to six month maintenance plan with a power cycle. The customer is asked about dropouts and latency, and the agent suggests checking devices and power swaps. The agent also mentions a possible VPN problem and will send a text update."},"intents":{"segments":[{"text":"I'm calling in regards to my connection, which is becoming, like, you know, worse and worse every day. What what name do I have?","start_word":26,"end_word":49,"intents":[{"intent":"Help with connection","confidence_score":0.022613151}]},{"text":"What what name do I have? Mohammed Inan. Let me just have a look. May We're I talking know who I'm about I'm Internet connection. talking? Right? That's correct. Yeah. May Mohammed, I know your name, was it? please? That's correct.","start_word":44,"end_word":84,"intents":[{"intent":"Provide name","confidence_score":0.37060294}]},{"text":"how do I spell your first name?","start_word":110,"end_word":116,"intents":[{"intent":"Spell name","confidence_score":0.35565212}]},{"text":"What can you give me a little bit more of the information on that?","start_word":167,"end_word":180,"intents":[{"intent":"Provide information","confidence_score":0.34249768}]},{"text":"Dropout is one thing. That's something we don't control. That's controlled by a network, not by us. There is a few issues happening at the moment with Super Networks around around the Canberra, New South Wales area.","start_word":220,"end_word":256,"intents":[{"intent":"Control network","confidence_score":0.04621036}]},{"text":"Sorry to cut you off. Sorry to cut you off. We've had this, you know, conversation, you know, previously as well. I'm not interested in why. I'm interested in what needs to be done to resolve Mhmm. these issues.","start_word":320,"end_word":358,"intents":[{"intent":"Express frustration","confidence_score":0.0013284334}]},{"text":"Well, this What is what what I'm do trying you want to explain me to do? to you.","start_word":358,"end_word":375,"intents":[{"intent":"Explain service","confidence_score":0.004444359},{"intent":"Pursue clarification","confidence_score":0.00016572315}]},{"text":"This is what I'm trying to explain to you. When Yes. there's a network dropout, we need to know when that dropout happens and so we can then bring that forward to Super Network so they can investigate it. Yeah.","start_word":376,"end_word":415,"intents":[{"intent":"Provide information","confidence_score":0.16401623}]},{"text":"there's a network dropout, we need to know when that dropout happens and so we can then bring that forward to Super Network so they can investigate it. Yeah.","start_word":387,"end_word":415,"intents":[{"intent":"Explain network","confidence_score":0.110609084}]},{"text":"You have a network provider that provides you the network, and you have a transit provider that provides you the the the transit. That's why you've got the network provider and the Internet service provider, the ISP. So we provide that transit over that network. So our transit, we push it through you through the network to make sure you get a good service.","start_word":575,"end_word":638,"intents":[{"intent":"Provide network information","confidence_score":0.0005132133}]},{"text":"So do you have a TeamViewer on one of your laptops so that I can do what they call access from my end and just double check and find out if there is a problem with the router?","start_word":830,"end_word":867,"intents":[{"intent":"Fix router problem","confidence_score":0.08984991}]},{"text":"it gets it gets reconnected. Almost every day, every second third day, I have to do it. Okay.","start_word":1170,"end_word":1187,"intents":[{"intent":"Reconnect router","confidence_score":0.026210701}]},{"text":"But I will now log a fault Please.","start_word":1402,"end_word":1409,"intents":[{"intent":"Log fault","confidence_score":0.6833279}]},{"text":"with Super Networks and get them to investigate your servers and find out why you're getting these constant dropouts.","start_word":1410,"end_word":1428,"intents":[{"intent":"Investigate servers","confidence_score":0.7908696},{"intent":"Investigate servers","confidence_score":0.15846902}]},{"text":"the dropouts are a 100%. What?","start_word":1436,"end_word":1441,"intents":[{"intent":"Provide reason for dropouts","confidence_score":0.025601871}]},{"text":"If there's a fiber break anywhere, depending on the the seriousness of that break because fiber break you can have a fiber break up to 50% of that fiber, and the services will still work.","start_word":1594,"end_word":1628,"intents":[{"intent":"Provide fiber break information","confidence_score":0.031264894}]},{"text":"And that, unfortunately, we don't have access to that.","start_word":1658,"end_word":1666,"intents":[{"intent":"Access internet","confidence_score":0.17445582}]},{"text":"Do you have a VPN active? Yeah. Okay.","start_word":1851,"end_word":1858,"intents":[{"intent":"Verify vpn issue","confidence_score":0.0013866898}]},{"text":"we have had some issues with them. We've communicated directly with them. We've done some tests Right.","start_word":2086,"end_word":2102,"intents":[{"intent":"Report issues with zscaler","confidence_score":0.00087733835}]},{"text":"This is what we got about the ResidScale, and this was back on the June 22. Kindly advise the customer to turn off the ResidScale or any VPN template to get an actual speed from the SpeedtestNet website and is sending as it is sending encrypted traffic.","start_word":2184,"end_word":2230,"intents":[{"intent":"Request assistance with residscaler","confidence_score":0.01786654}]},{"text":"Are you are you giving me some sort of, you know, reference number or something? No.","start_word":2354,"end_word":2369,"intents":[{"intent":"Provide reference numbers for zscaler","confidence_score":0.000011428795}]}]},"sentiments":{"segments":[{"text":"Tech support. Hi there. Good morning.","start_word":0,"end_word":5,"sentiment":"neutral","sentiment_score":0.12561927735805511},{"text":"Good morning.","start_word":6,"end_word":7,"sentiment":"positive","sentiment_score":0.35913142561912537},{"text":"How are you?","start_word":8,"end_word":10,"sentiment":"neutral","sentiment_score":0.28134363889694214},{"text":"I'm good. Thanks.","start_word":11,"end_word":13,"sentiment":"positive","sentiment_score":0.4601323008537293},{"text":"And yourself?","start_word":14,"end_word":15,"sentiment":"neutral","sentiment_score":0.2391490340232849},{"text":"Good. Thank you.","start_word":16,"end_word":18,"sentiment":"positive","sentiment_score":0.3918165266513825},{"text":"How can I help you? That's great. I'm calling in regards to my connection, which is becoming, like, you know, worse and worse every day. What what name do I have? Mohammed Inan. Let me just have a look. May We're I talking know who I'm about I'm Internet connection. talking? Right? That's correct. Yeah. May Mohammed, I know your name, was it? please? That's correct. Dominic or Dom? Okay. Dom, we've we've we've spoken, I you think know, we before have you. as Yeah. well. How Yeah. do you Yeah. how do I spell your first name? M u h a, n n, a d. A Double a n a d. d. Yeah. Mohammed. And the surname? Yep. In Inam, I n a m. Okay. So you're on the 5020 plan. So when you I say it's hope getting slower so. and slower, what do you mean? What can you give me a little bit more of the information on that? Speeds are getting getting slower every day and, you know, you know, the dropouts. Like, every single day, there's several times it, you know, drops out and Yeah. almost Dropout dropout every second is one day. thing. Hang on. Dropout is one thing. That's something we don't control. That's controlled by a network, not by us. There is a few issues happening at the moment with Super Networks around around the Canberra, New South Wales area. Where better you you're in New South Wales, Auburn, That's right. Queen Queen Street. We haven't had any issues there, but you're saying that so when you get when you get a a dropout, it it has something to do with the network. It's got nothing to do with the panel, with the transit. So we we provide Dom, you the sorry.","start_word":19,"end_word":318,"sentiment":"neutral","sentiment_score":-0.08486704528331757},{"text":"Sorry to cut you off. Sorry to cut you off.","start_word":319,"end_word":328,"sentiment":"negative","sentiment_score":-0.4994107186794281},{"text":"We've had this, you know, conversation, you know, previously as well.","start_word":329,"end_word":339,"sentiment":"neutral","sentiment_score":-0.2398964017629623},{"text":"I'm not interested in why. I'm interested in what needs to be done to resolve Mhmm.","start_word":340,"end_word":355,"sentiment":"negative","sentiment_score":-0.4559869766235352},{"text":"these issues. Well, this What is what what I'm do trying you want to explain me to do? to you. This is what I'm trying to explain to you. When Yes. there's a network dropout, we need to know when that dropout happens and so we can then bring that forward to Super Network so they can investigate it. Yeah. We You should we you should have that record in your current new system. Right?","start_word":356,"end_word":430,"sentiment":"neutral","sentiment_score":-0.04398300126194954},{"text":"no. That's got nothing to do with us.","start_word":431,"end_word":438,"sentiment":"negative","sentiment_score":-0.41254767775535583},{"text":"This is what I'm trying to explain. Yeah. I I We believe don't provide you the we don't provide the network. We provide the IP prancer over that yeah. that But network. when it gets when it gets when, you know, the connection gets, you know, disconnected, you If you get it gets, like, you know, notified in your in your logs as well. it gets disconnected, yes. But dropouts, no. We don't get any records on the dropouts because it's trying to explain to you, we don't we don't run the back end of the network that's run by super networks.","start_word":439,"end_word":540,"sentiment":"neutral","sentiment_score":-0.15972395241260529},{"text":"Unfortunately, here in Australia, the way things run, it's very complicated, one of the most complicated systems in the world. I don't know why the hell they've done it that way, but they have.","start_word":541,"end_word":574,"sentiment":"negative","sentiment_score":-0.3962838053703308},{"text":"You have a network provider that provides you the network, and you have a transit provider that provides you the the the transit. That's why you've got the network provider and the Internet service provider, the ISP. So we provide that transit over that network. So our transit, we push it through you through the network to make sure you get a good service.","start_word":575,"end_word":638,"sentiment":"neutral","sentiment_score":0.15808087587356567},{"text":"However, if the if the bandwidth in that network is is full or the side of the bandwidth is not working properly based on whatever the bandwidth is in that area, yeah, you can get constant dropouts or you can get lagging or latency provided on that bandwidth.","start_word":639,"end_word":686,"sentiment":"negative","sentiment_score":-0.44108328223228455},{"text":"But for us to know and how to fix up that issue, we need to know exactly what time of the day you've had those dropouts. So that way, those times is recorded by Super Networks. We send them out those times. They investigate it, and then they'll get back to and say, look. This has been the issue. It's been fixed or whatever. And that's how it works.","start_word":687,"end_word":755,"sentiment":"neutral","sentiment_score":-0.1035531759262085},{"text":"We can't unfortunately, we can't do it any other way nor us nor anybody else. It's just the way they've they've done this.","start_word":756,"end_word":778,"sentiment":"negative","sentiment_score":-0.5228279232978821},{"text":"So just just out of curiosity, how many devices do you use every day? We have two two laptops, Yep. one TV, and two phones. Two phones. Are they all running at the same time? Of course not. Okay. So that shouldn't so the the speed is not an issue there. So do you have a TeamViewer on one of your laptops so that I can do what they call access from my end and just double check and find out if there is a problem with the router? I'm not sure. Rather, that's a that's a brand new router. We we we bought it last year last year. Shouldn't be any problem with them. What brand yeah. But there's sometimes the routers that might develop so what happens with the routers, they have what they call a processor in it. So the process, it builds up it builds up during the time of use and memory. Alright?","start_word":779,"end_word":936,"sentiment":"neutral","sentiment_score":0.02974824421107769},{"text":"And sometimes it gets too much memory in the process, and you it can sometimes freeze and cause the Internet not to work.","start_word":937,"end_word":959,"sentiment":"negative","sentiment_score":-0.34209582209587097},{"text":"So, normally, to fix that up, you do what they call a four to six months maintenance, and you do what they call a power cycle. So during the day or during the night, you unplug it. You pull the plug at the back of the router from the back. It's gotta be pulled out the back of the router.","start_word":960,"end_word":1019,"sentiment":"neutral","sentiment_score":-0.04370154316226641},{"text":"There's so there's absolutely nothing going to it.","start_word":1020,"end_word":1027,"sentiment":"negative","sentiment_score":-0.3705548644065857},{"text":"A lot of people, they switch it off from the power supply, but the problem is there's still static electricity going through. So we asked the customer to pull out the power supply from the back of the router and just leave it out for about twenty to thirty minutes. And you find that you need to do that in between four to six months, at least once So I'm or I twice.","start_word":1028,"end_word":1100,"sentiment":"neutral","sentiment_score":-0.1456478089094162},{"text":"can't I can't I can't do it every day.","start_word":1101,"end_word":1109,"sentiment":"negative","sentiment_score":-0.5122222304344177},{"text":"No. No. No. You don't need This to this do is it every too much. day. Well, I need to because it's it's you know, disconnects every day. So I have to do it every I keep I keep doing it. What you're what you're telling me to do, I keep keep doing it. That's What? how Every it day? it gets it gets reconnected. Almost every day, every second third day, I have to do it. Okay. So what time of the day are you getting these dropouts? It it drops out all the time. Like, there's no specific time. Like, this this morning, it's it it dropped out of around 07:30. We In the morning. Okay. yeah. Yeah. We we had to restart it. It it it, Now you don't you need know, to restart dropped out it right because right the now. About five minutes ago, it, so you know, you're dropped not out. listening That's why to I've me. I've called You're you. not listening to me. Yeah. Dropouts I've I can I am happen listening because to you. dropouts can happen because of a network issue. Okay? If you're getting, like, dropouts and freezing, then you need to perform a power swap. Well, that's only once every four months, not every day. You don't need to do it every day. That's not necessary. So It is if necessary you're getting because it constant. doesn't doesn't connect. Well, this It is what doesn't I'm trying it to say, doesn't connect other Mohammed. other other If than you're getting that. these issues every day, then we need to know about it. Now I think the last time I spoke to you was a while ago. I'm not sure when. But I will now log a fault Please. with Super Networks and get them to investigate your servers and find out why you're getting these constant dropouts. Because the dropouts And that'll be great. the dropouts are a 100%. What? 99.99% is always from a network. So if I've got a tunnel and I'm pushing water through that tunnel, the water's always there. The water's in that tunnel. So that if that water gets blocked somewhere, it's gotta be something in the tunnel that's blocking it. That's the most and only logical reason to why that's happening. Optic fiber works on a straight line. It can be slightly twisted up or down, left or right. It has to be straight for that light to get from one end to the other. So if that light's not getting to the other end properly, then then there's must be some sort of an interruption or a fiber issue that's causing that constant dropout. And just to give you an idea, one of the I think it was in Moseley buildings have been there for two days, and it because it was a fiber break. If there's a fiber break anywhere, depending on the the seriousness of that break because fiber break you can have a fiber break up to 50% of that fiber, and the services will still work. Once it get once it gets over that threshold of 50%, then you're gonna get dropped out, and then eventually, you'll get a fiber break, and there's no Internet.","start_word":1110,"end_word":1657,"sentiment":"neutral","sentiment_score":-0.1471414588065478},{"text":"And that, unfortunately, we don't have access to that.","start_word":1658,"end_word":1666,"sentiment":"negative","sentiment_score":-0.4720002710819245},{"text":"That's all done on behalf of the network provider like NBN. They're an Australian owned company. They're owned by the Australian government. Anything happens on the NBN network, it's a fiber maple fiber issue. Again, we've got a log of fault to them, and then they send out their technicians, fix it up or or fix it up. So it might be a switch because you're in a building. Right? What level are you on? Hello? 4. Level 4? So you got fiber to the premises. So that could be one of the main switches downstairs because you'll have a a room downstairs where the electricity is and all your Internet installation. It could be a little switch downstairs. It might be causing the issue. I'm not sure. But anyway, I'll log a fault this morning and via text. We'll we'll send you a text update. And I just are you in front of a laptop right now? I'm in front of my work laptop. It's got, you Are you working from know, limit home? limitation. Yeah. I'm working from home. Trying Okay. to. Do you have a VPN active? Yeah. Okay. Because sometimes those VPNs is what can cause these problems too. Because VPNs are routed. They're not routed through our routing network. They are routed through their routing network. I understand So they that.","start_word":1667,"end_word":1892,"sentiment":"neutral","sentiment_score":-0.08819373031105615},{"text":"they piggy bank off us.","start_word":1893,"end_word":1897,"sentiment":"negative","sentiment_score":-0.47909361124038696},{"text":"So it That could be a v it could be a VPN issue. that shouldn't that shouldn't affect, you know, No. other No. other No. Don't other devices say that. Don't which are say not that. on VPN. It could it could be more likely. It might be a VPN issue as well.","start_word":1898,"end_word":1950,"sentiment":"neutral","sentiment_score":-0.17911823093891144},{"text":"Because if the VPN is piggybacking off our network and they're using their network and you're getting these dropouts, it could be there.","start_word":1951,"end_word":1973,"sentiment":"negative","sentiment_score":-0.3576546311378479},{"text":"It could be their issue. I'm still gonna log a file, and I'll Okay. run a and I'll run a test, and they'll let us know if there's any encrypted services in the background that's causing that. If they say there's an encrypted issue at the background, then it'll be a VPN. Who who's your VPN provider? I'm not sure. See? Where where do I find it? Well, is it is that something that's provided by your your work? My work. Yeah. That's right. That way, you they'll tell you who it is. Alright. I believe it's it's a v scanner. It was z Zero. Zedscaler. Zero. Yeah. Zero Yeah. We've Trust. we have had some issues with them. We've communicated directly with them. We've done some tests Right. even even on the hang on. Let me just pull out something here. Okay. I'm I'm sorry, Don. Don, I have to get back to to work. Yeah. All all all log a fault. But if you That'd if be you great. are using Zscaler, it could be and it just give me two seconds. Alright? I'll just Alright. read it up to you right now. The connection blah blah blah. I've got it here. Just two seconds. Alright. Okay. Here. This is what we got about the ResidScale, and this was back on the June 22. Kindly advise the customer to turn off the ResidScale or any VPN template to get an actual speed from the SpeedtestNet website and is sending as it is sending encrypted traffic. And this is on behalf of the Zscaler. We've spoken to the Zscaler directly. So we've got people using Zscaler, not just yourselves. Some of them have got no problems. Some of them are having issues just just depending on where the Zscaler is is running their network from because they don't always run it. We had one Zscaler that would run-in their network all the way down from San Jose in The USA. So they then they re redirected it back to Australia, and there was no problems. So, yeah, that's something we need we need to look. Anyway, look. Let me log this phone. I'll get back to you and see how we can sort this out.","start_word":1974,"end_word":2349,"sentiment":"neutral","sentiment_score":-0.02035960137715286},{"text":"Great. That's great.","start_word":2350,"end_word":2352,"sentiment":"positive","sentiment_score":0.5086841583251953},{"text":"Alright. Are you are you giving me some sort of, you know, reference number or something? No. No. We'll send you a text. Okay. Send Alright. you a text with all the details. No problem.","start_word":2353,"end_word":2387,"sentiment":"neutral","sentiment_score":0.07035200409591198},{"text":"Thanks very Okay? much for your time, Alright.","start_word":2388,"end_word":2395,"sentiment":"positive","sentiment_score":0.411433219909668},{"text":"though. No. No Thanks. worries. Anytime, mate. Alright. See Alright. you.","start_word":2396,"end_word":2406,"sentiment":"neutral","sentiment_score":0.12299256026744844},{"text":"Have Have a a good good day.","start_word":2407,"end_word":2413,"sentiment":"positive","sentiment_score":0.5169917941093445},{"text":"one. Bye. Bye bye. Bye.","start_word":2414,"end_word":2418,"sentiment":"neutral","sentiment_score":0.14654168486595154}],"average":{"sentiment":"neutral","sentiment_score":-0.09971207428866688}}}}