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You're on Super Networks. You're on the 01/1940 plan? And what seems to be the problem? If I give you a a mobile number, 0403763744, Now where how are you running the speed test? Are you running it on the speedtest.net, the global server, or you're using something else? No. Tesla's not gonna no. Ookla's gonna give you the correct speed. That's speedtest.net. You need to do that on a laptop. And if you could send me a couple of photos of that on that number I gave you, 0403763744. Yeah. And that way I can have a look at it. And what's telling me you're online? Okay. So I think I know what's probably happened. So you can't you can't use the Internet at all. Is that what you're saying? Okay. I'm just gonna put you on hold for a second. Can I do that? Is that okay? Okay. Thank you. Okay. I'm back. Yeah. Can you run a couple of speed tests? Open up your laptop. Open up Chrome. And in the URL, just put in the speedtest.net. Speedtest, all one word, .net. And just send me a couple of photos to that number I gave you, please. Now we had another problem with this, but it wasn't from our end. It had to do it had to do with the box on the wall. So what we did is we restarted everything, and then it just started working. Yeah. Yeah. Now tell him it's not I need to I need a photo of that so I can check out a few things here. Have you sent the photo? Okay. Cool. Well, your upload's a lot higher than your download. That's weird. Okay. So your late tell When did this when did this start to happen? Okay. Okay. Oh, the location is well, you got the server in in Melbourne. It's showing me Melbourne. Okay. Let's drop down somewhat. Like that. No. Yeah. I got that. The box on the wall, what color is it? White or black? Black. Oh, my a king. What are we gonna do? Let me just check something here. Okay. So you got a black box on the wall. I can see that now. Yeah. I can just see it. I'm just logged in to the portal now. So you've got the McCullough's Superboost. Yeah. Which yellow cable? Okay. So you got the you got the box on the wall. It's got Ethernet one, two, three, and four. Right? So you get Ethernet one. You plug the cable in Ethernet one and the other right and the other end, the WAN port. Okay. But what I want you to do now is I need you to unplug the router. Now the way to unplug it is the back of the router's got a power supply. I want you to pull that pull that out, and the box on the wall, the same thing. It's no good switching it off from the wall. I need it to be isolated from power altogether. So we'll we'll pull out the power supply from the back of both boxes. If you can do that if you can do that, please. Okay. I'm just gonna see when the okay. Could you still show me your own light? Because the processor is still working. That's why we need to isolate everything from power. Let's have a look now. Okay. Is there any lights on the black ball? The the the on the black box? And on the router, no lights. Right? Okay. It's still it's still running a process like as if it's showing me you're online. I'm just gonna wait for that to go blue. It's green at the moment. Once that's okay. It's blue now, so you're offline. Yeah. I'm gonna call you back on that mobile number you sent me. So give me about twenty minutes because we need to because it could be that maybe the box on the wall hasn't been turned off at all since it's been there. And what happens with with these boxes, they got a processor in them. And if we don't do what they call a maintenance every four to six months, it gets a little bit it slows down with all the memories. So we need to expel all that memory from the processes, and this is the way to do it. You do it about four to six months. Just unplug it for twenty minutes, and then just plug it back in. And that'll just reset the processes back to zero. So that's what we're gonna do now. So give me about twenty minutes. I'll call you back then. Alright? Okay. Thank you. Bye. Talk to you soon. 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afternoon. It's health tech support. Yep. Can I have the account holder's name, please? How do you spell that?\n\nSorry? N a b. Yep. Sorry. M, o o?\n\nN a n a v n, o o, r. Yep. Yep. I got it. You're on Super Networks.\n\nYou're on the 01/1940 plan? And what seems to be the problem? If I give you a a mobile number, 0403763744, Now where how are you running the speed test? Are you running it on the speedtest.net, the global server, or you're using something else? No.\n\nTesla's not gonna no. Ookla's gonna give you the correct speed. That's speedtest.net. You need to do that on a laptop. And if you could send me a couple of photos of that on that number I gave you, 0403763744.\n\nYeah. And that way I can have a look at it. And what's telling me you're online? Okay. So I think I know what's probably happened.\n\nSo you can't you can't use the Internet at all. Is that what you're saying? Okay. I'm just gonna put you on hold for a second. Can I do that?\n\nIs that okay? Okay. Thank you. Okay. I'm back.\n\nYeah. Can you run a couple of speed tests? Open up your laptop. Open up Chrome. And in the URL, just put in the speedtest.net.\n\nSpeedtest, all one word, .net. And just send me a couple of photos to that number I gave you, please. Now we had another problem with this, but it wasn't from our end. It had to do it had to do with the box on the wall. So what we did is we restarted everything, and then it just started working.\n\nYeah. Yeah. Now tell him it's not I need to I need a photo of that so I can check out a few things here. Have you sent the photo? Okay.\n\nCool. Well, your upload's a lot higher than your download. That's weird. Okay. So your late tell When did this when did this start to happen?\n\nOkay. Okay. Oh, the location is well, you got the server in in Melbourne. It's showing me Melbourne. Okay.\n\nLet's drop down somewhat. Like that. No. Yeah. I got that.\n\nThe box on the wall, what color is it? White or black? Black. Oh, my a king. What are we gonna do?\n\nLet me just check something here. Okay. So you got a black box on the wall. I can see that now. Yeah.\n\nI can just see it. I'm just logged in to the portal now. So you've got the McCullough's Superboost. Yeah. Which yellow cable?\n\nOkay. So you got the you got the box on the wall. It's got Ethernet one, two, three, and four. Right? So you get Ethernet one.\n\nYou plug the cable in Ethernet one and the other right and the other end, the WAN port. Okay. But what I want you to do now is I need you to unplug the router. Now the way to unplug it is the back of the router's got a power supply. I want you to pull that pull that out, and the box on the wall, the same thing.\n\nIt's no good switching it off from the wall. I need it to be isolated from power altogether. So we'll we'll pull out the power supply from the back of both boxes. If you can do that if you can do that, please. Okay.\n\nI'm just gonna see when the okay. Could you still show me your own light? Because the processor is still working. That's why we need to isolate everything from power. Let's have a look now.\n\nOkay. Is there any lights on the black ball? The the the on the black box? And on the router, no lights. Right?\n\nOkay. It's still it's still running a process like as if it's showing me you're online. I'm just gonna wait for that to go blue. It's green at the moment. Once that's okay.\n\nIt's blue now, so you're offline. Yeah. I'm gonna call you back on that mobile number you sent me. So give me about twenty minutes because we need to because it could be that maybe the box on the wall hasn't been turned off at all since it's been there. And what happens with with these boxes, they got a processor in them.\n\nAnd if we don't do what they call a maintenance every four to six months, it gets a little bit it slows down with all the memories. So we need to expel all that memory from the processes, and this is the way to do it. You do it about four to six months. Just unplug it for twenty minutes, and then just plug it back in. And that'll just reset the processes back to zero.\n\nSo that's what we're gonna do now. So give me about twenty minutes. I'll call you back then. Alright? Okay.\n\nThank you. Bye. Talk to you soon. Bye.","paragraphs":[{"sentences":[{"text":"Good afternoon.","start":0.0,"end":2.2935715,"sentiment":"positive","sentiment_score":0.5583523213863373},{"text":"It's health tech support.","start":3.587143,"end":9.467857,"sentiment":"neutral","sentiment_score":0.21724067628383636},{"text":"Yep.","start":10.761429,"end":11.261429,"sentiment":"neutral","sentiment_score":0.11349203437566756},{"text":"Can I have the account holder's name, please?","start":20.875,"end":23.375,"sentiment":"neutral","sentiment_score":0.020281201344914734},{"text":"How do you spell that?","start":25.509998,"end":26.57,"sentiment":"neutral","sentiment_score":-0.008562103286385537}],"sentiment":"neutral","sentiment_score":0.11092992383055389,"num_words":20,"start":0.0,"end":26.57},{"sentences":[{"text":"Sorry?","start":26.869999,"end":27.369999,"sentiment":"neutral","sentiment_score":-0.024979356676340103},{"text":"N a 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you can't you can't use the Internet at all.","start":154.865,"end":157.105,"sentiment":"negative","sentiment_score":-0.3369551241397858},{"text":"Is that what you're saying?","start":157.105,"end":158.165,"sentiment":"neutral","sentiment_score":-0.16897665858268737},{"text":"Okay.","start":160.305,"end":160.785,"sentiment":"neutral","sentiment_score":-0.07599526643753052},{"text":"I'm just gonna put you on hold for a second.","start":160.785,"end":162.385,"sentiment":"neutral","sentiment_score":-0.05459302626550198},{"text":"Can I do that?","start":162.385,"end":162.94499,"sentiment":"neutral","sentiment_score":-0.015323822852224112}],"sentiment":"neutral","sentiment_score":-0.16325517849375804,"num_words":30,"start":154.865,"end":162.94499},{"sentences":[{"text":"Is that okay?","start":162.94499,"end":163.765,"sentiment":"neutral","sentiment_score":0.01682251567641894},{"text":"Okay.","start":165.345,"end":165.665,"sentiment":"neutral","sentiment_score":0.3155011236667633},{"text":"Thank you.","start":165.665,"end":166.325,"sentiment":"positive","sentiment_score":0.4845862090587616},{"text":"Okay.","start":292.88998,"end":293.21,"sentiment":"neutral","sentiment_score":0.13458968698978424},{"text":"I'm back.","start":293.21,"end":293.79,"sentiment":"neutral","sentiment_score":0.10751350224018097}],"sentiment":"neutral","sentiment_score":0.18719530892040995,"num_words":9,"start":162.94499,"end":293.79},{"sentences":[{"text":"Yeah.","start":294.57,"end":294.88998,"sentiment":"neutral","sentiment_score":0.08576148748397827},{"text":"Can you run a couple of speed tests?","start":294.88998,"end":296.65,"sentiment":"neutral","sentiment_score":0.09642125479876995},{"text":"Open up your laptop.","start":296.65,"end":298.91,"sentiment":"neutral","sentiment_score":0.05091717652976513},{"text":"Open up Chrome.","start":299.92502,"end":300.98502,"sentiment":"neutral","sentiment_score":0.05227042610446612},{"text":"And in the URL, just put in the speedtest.net.","start":302.325,"end":305.945,"sentiment":"neutral","sentiment_score":0.053552145759264626}],"sentiment":"neutral","sentiment_score":0.06798323288559914,"num_words":25,"start":294.57,"end":305.945},{"sentences":[{"text":"Speedtest, all one word, .net.","start":306.805,"end":308.98502,"sentiment":"neutral","sentiment_score":0.024746073782444},{"text":"And just send me a couple of photos to that number I gave you, please.","start":309.445,"end":312.825,"sentiment":"neutral","sentiment_score":0.050954212248325345},{"text":"Now we had another problem with this, but it wasn't from our end.","start":315.4,"end":318.78,"sentiment":"neutral","sentiment_score":-0.2468917083281737},{"text":"It had to do it had to do with the box on the wall.","start":319.24,"end":322.13998,"sentiment":"neutral","sentiment_score":-0.2270569024341447},{"text":"So what we did is we restarted everything, and then it just started working.","start":322.84,"end":326.69998,"sentiment":"neutral","sentiment_score":-0.08934548417372364}],"sentiment":"neutral","sentiment_score":-0.1106751158711363,"num_words":61,"start":306.805,"end":326.69998},{"sentences":[{"text":"Yeah.","start":329.585,"end":330.085,"sentiment":"neutral","sentiment_score":0.010761946439743042},{"text":"Yeah.","start":383.125,"end":383.445,"sentiment":"neutral","sentiment_score":0.015958379954099655},{"text":"Now tell him it's not I need to I need a photo of that so I can check out a few things here.","start":383.445,"end":388.105,"sentiment":"neutral","sentiment_score":0.007914889644345512},{"text":"Have you sent the photo?","start":473.835,"end":475.375,"sentiment":"neutral","sentiment_score":0.046271739155054094},{"text":"Okay.","start":477.89,"end":478.29,"sentiment":"neutral","sentiment_score":0.294380247592926}],"sentiment":"neutral","sentiment_score":0.023693604244580193,"num_words":31,"start":329.585,"end":478.29},{"sentences":[{"text":"Cool.","start":478.29,"end":478.79,"sentiment":"positive","sentiment_score":0.5214735269546509},{"text":"Well, your upload's a lot higher than your download.","start":564.21,"end":566.95,"sentiment":"neutral","sentiment_score":0.04436734215252929},{"text":"That's weird.","start":567.01,"end":567.83,"sentiment":"negative","sentiment_score":-0.3496202826499939},{"text":"Okay.","start":568.37,"end":568.85,"sentiment":"neutral","sentiment_score":-0.05231384560465813},{"text":"So your late tell When did this when did this start to happen?","start":568.85,"end":575.865,"sentiment":"neutral","sentiment_score":-0.05691561389427919}],"sentiment":"neutral","sentiment_score":-0.021949145584725417,"num_words":26,"start":478.29,"end":575.865},{"sentences":[{"text":"Okay.","start":581.365,"end":581.865,"sentiment":"neutral","sentiment_score":0.01231177244335413},{"text":"Okay.","start":583.685,"end":584.185,"sentiment":"neutral","sentiment_score":-0.013319876976311209},{"text":"Oh, the location is well, you got the server in in Melbourne.","start":589.29,"end":594.67,"sentiment":"neutral","sentiment_score":0.007880312080184618},{"text":"It's showing me Melbourne.","start":596.49,"end":597.79,"sentiment":"neutral","sentiment_score":-0.005162568995729089},{"text":"Okay.","start":605.615,"end":606.115,"sentiment":"neutral","sentiment_score":0.01525470893830061}],"sentiment":"neutral","sentiment_score":0.00464000386234961,"num_words":19,"start":581.365,"end":606.115},{"sentences":[{"text":"Let's drop down somewhat.","start":606.33496,"end":607.875,"sentiment":"neutral","sentiment_score":0.005339820636436343},{"text":"Like that.","start":609.535,"end":610.355,"sentiment":"neutral","sentiment_score":-0.004079628735780716},{"text":"No.","start":610.815,"end":610.975,"sentiment":"neutral","sentiment_score":-0.04820110276341438},{"text":"Yeah.","start":610.975,"end":611.21497,"sentiment":"neutral","sentiment_score":-0.021458929404616356},{"text":"I got that.","start":611.21497,"end":612.035,"sentiment":"neutral","sentiment_score":-0.02543675589064757}],"sentiment":"neutral","sentiment_score":-0.012070024978708137,"num_words":11,"start":606.33496,"end":612.035},{"sentences":[{"text":"The box on the wall, what color is it?","start":613.88,"end":615.48004,"sentiment":"neutral","sentiment_score":-0.015692471526563168},{"text":"White or black?","start":615.48004,"end":616.38,"sentiment":"neutral","sentiment_score":-0.018557855238517124},{"text":"Black.","start":619.0,"end":619.5,"sentiment":"neutral","sentiment_score":-0.01970750093460083},{"text":"Oh, my a king.","start":620.04004,"end":621.24,"sentiment":"neutral","sentiment_score":-0.018393976148217916},{"text":"What are we gonna do?","start":621.24,"end":622.44,"sentiment":"neutral","sentiment_score":-0.02234839238226414}],"sentiment":"neutral","sentiment_score":-0.018269598949700594,"num_words":22,"start":613.88,"end":622.44},{"sentences":[{"text":"Let me just check something here.","start":622.44,"end":624.3,"sentiment":"neutral","sentiment_score":-0.005353045494606097},{"text":"Okay.","start":634.235,"end":634.635,"sentiment":"neutral","sentiment_score":0.01802331954240799},{"text":"So you got a black box on the wall.","start":634.635,"end":636.155,"sentiment":"neutral","sentiment_score":0.004545257944199774},{"text":"I can see that now.","start":636.155,"end":637.215,"sentiment":"neutral","sentiment_score":0.020871771313250066},{"text":"Yeah.","start":640.075,"end":640.315,"sentiment":"neutral","sentiment_score":0.06637442857027054}],"sentiment":"neutral","sentiment_score":0.008979347873140465,"num_words":22,"start":622.44,"end":640.315},{"sentences":[{"text":"I can just see it.","start":640.315,"end":641.115,"sentiment":"neutral","sentiment_score":0.08071976453065872},{"text":"I'm just logged in to the portal now.","start":641.115,"end":642.795,"sentiment":"neutral","sentiment_score":0.08338538836687803},{"text":"So you've got the McCullough's Superboost.","start":642.795,"end":647.5,"sentiment":"neutral","sentiment_score":0.08912915612260501},{"text":"Yeah.","start":650.44,"end":650.94,"sentiment":"neutral","sentiment_score":0.06436492502689362},{"text":"Which yellow cable?","start":657.80005,"end":658.94,"sentiment":"neutral","sentiment_score":0.005473017692565918}],"sentiment":"neutral","sentiment_score":0.07331481932297997,"num_words":23,"start":640.315,"end":658.94},{"sentences":[{"text":"Okay.","start":661.825,"end":662.065,"sentiment":"neutral","sentiment_score":0.023749882355332375},{"text":"So you got the you got the box on the wall.","start":662.065,"end":664.385,"sentiment":"neutral","sentiment_score":0.020430650054053826},{"text":"It's got Ethernet one, two, three, and four.","start":664.385,"end":666.385,"sentiment":"neutral","sentiment_score":0.01655527704861015},{"text":"Right?","start":666.385,"end":666.885,"sentiment":"neutral","sentiment_score":0.027413733303546906},{"text":"So you get Ethernet one.","start":668.945,"end":670.225,"sentiment":"neutral","sentiment_score":0.025972606241703035}],"sentiment":"neutral","sentiment_score":0.020700231301956452,"num_words":26,"start":661.825,"end":670.225},{"sentences":[{"text":"You plug the cable in Ethernet one and the other right and the other end, the WAN port.","start":670.225,"end":675.41003,"sentiment":"neutral","sentiment_score":0.02252030496795972},{"text":"Okay.","start":678.67004,"end":679.17004,"sentiment":"neutral","sentiment_score":0.046839043498039246},{"text":"But what I want you to do now is I need you to unplug the router.","start":679.55005,"end":684.77,"sentiment":"neutral","sentiment_score":-0.00548364850692451},{"text":"Now the way to unplug it is the back of the router's got a power supply.","start":685.635,"end":689.015,"sentiment":"neutral","sentiment_score":-0.013432704261504114},{"text":"I want you to pull that pull that out, and the box on the wall, the same thing.","start":689.79504,"end":694.275,"sentiment":"neutral","sentiment_score":-0.06615013049708472}],"sentiment":"neutral","sentiment_score":-0.015089267540885054,"num_words":69,"start":670.225,"end":694.275},{"sentences":[{"text":"It's no good switching it off from the wall.","start":694.275,"end":697.17505,"sentiment":"negative","sentiment_score":-0.5430036700434155},{"text":"I need it to be isolated from power altogether.","start":697.395,"end":699.97504,"sentiment":"neutral","sentiment_score":-0.03651345645387968},{"text":"So we'll we'll pull out the power supply from the back of both boxes.","start":700.03503,"end":703.38,"sentiment":"neutral","sentiment_score":0.031673532245414596},{"text":"If you can do that if you can do that, please.","start":703.92,"end":706.1,"sentiment":"neutral","sentiment_score":0.14432019130750137},{"text":"Okay.","start":709.6,"end":709.92,"sentiment":"neutral","sentiment_score":0.11859191954135896}],"sentiment":"neutral","sentiment_score":-0.06968433325263587,"num_words":44,"start":694.275,"end":709.92},{"sentences":[{"text":"I'm just gonna see when the okay.","start":709.92,"end":713.53503,"sentiment":"neutral","sentiment_score":0.10234070782150541},{"text":"Could you still show me your own light?","start":713.53503,"end":714.97504,"sentiment":"neutral","sentiment_score":0.030825589783489704},{"text":"Because the processor is still working.","start":714.97504,"end":716.735,"sentiment":"neutral","sentiment_score":-0.13415199890732765},{"text":"That's why we need to isolate everything from power.","start":716.735,"end":719.955,"sentiment":"neutral","sentiment_score":-0.04007481742236349},{"text":"Let's have a look now.","start":722.815,"end":724.115,"sentiment":"neutral","sentiment_score":0.04138795994222164}],"sentiment":"neutral","sentiment_score":0.0001241177852664675,"num_words":35,"start":709.92,"end":724.115},{"sentences":[{"text":"Okay.","start":725.54,"end":725.86,"sentiment":"neutral","sentiment_score":0.016722679138183594},{"text":"Is there any lights on the black ball?","start":725.86,"end":727.7,"sentiment":"neutral","sentiment_score":-0.01206437055952847},{"text":"The the the on the black box?","start":727.7,"end":730.27997,"sentiment":"neutral","sentiment_score":-0.027461488598159382},{"text":"And on the router, no lights.","start":733.14,"end":734.66,"sentiment":"neutral","sentiment_score":-0.20445389797290167},{"text":"Right?","start":734.66,"end":735.16,"sentiment":"neutral","sentiment_score":-0.08874393254518509}],"sentiment":"neutral","sentiment_score":-0.06902130547425021,"num_words":23,"start":725.54,"end":735.16},{"sentences":[{"text":"Okay.","start":737.155,"end":737.395,"sentiment":"neutral","sentiment_score":-0.06731656193733215},{"text":"It's still it's still running a process like as if it's showing me you're online.","start":737.395,"end":742.53503,"sentiment":"neutral","sentiment_score":-0.11163215587536494},{"text":"I'm just gonna wait for that to go blue.","start":742.915,"end":745.255,"sentiment":"neutral","sentiment_score":-0.048313228827383786},{"text":"It's green at the moment.","start":746.435,"end":747.955,"sentiment":"neutral","sentiment_score":0.04319041706621647},{"text":"Once that's okay.","start":747.955,"end":748.755,"sentiment":"neutral","sentiment_score":0.06007924551765124}],"sentiment":"neutral","sentiment_score":-0.053952367806976494,"num_words":33,"start":737.155,"end":748.755},{"sentences":[{"text":"It's blue now, so you're offline.","start":748.755,"end":750.295,"sentiment":"neutral","sentiment_score":0.04383608202139536},{"text":"Yeah.","start":751.235,"end":751.475,"sentiment":"neutral","sentiment_score":0.03372307866811752},{"text":"I'm gonna call you back on that mobile number you sent me.","start":751.475,"end":754.46,"sentiment":"neutral","sentiment_score":-0.05335443730776509},{"text":"So give me about twenty minutes because we need to because it could be that maybe the box on the wall hasn't been turned off at all since it's been there.","start":754.46,"end":764.8,"sentiment":"neutral","sentiment_score":-0.10604470848075805},{"text":"And what happens with with these boxes, they got a processor in them.","start":765.775,"end":769.635,"sentiment":"neutral","sentiment_score":-0.12903115382561317}],"sentiment":"neutral","sentiment_score":-0.08425880380211369,"num_words":63,"start":748.755,"end":769.635},{"sentences":[{"text":"And if we don't do what they call a maintenance every four to six months, it gets a little bit it slows down with all the memories.","start":770.015,"end":777.555,"sentiment":"neutral","sentiment_score":-0.27345899520096956},{"text":"So we need to expel all that memory from the processes, and this is the way to do it.","start":777.87,"end":782.19,"sentiment":"neutral","sentiment_score":-0.1112652371980642},{"text":"You do it about four to six months.","start":782.19,"end":783.47003,"sentiment":"neutral","sentiment_score":-0.0003586839884519577},{"text":"Just unplug it for twenty minutes, and then just plug it back in.","start":783.47003,"end":787.95,"sentiment":"neutral","sentiment_score":-0.018089699917114697},{"text":"And that'll just reset the processes back to zero.","start":787.95,"end":790.77,"sentiment":"neutral","sentiment_score":-0.05452345836804145}],"sentiment":"neutral","sentiment_score":-0.1345549878069984,"num_words":76,"start":770.015,"end":790.77},{"sentences":[{"text":"So that's what we're gonna do now.","start":791.565,"end":792.84503,"sentiment":"neutral","sentiment_score":0.0803383897457804},{"text":"So give me about twenty minutes.","start":792.84503,"end":794.04504,"sentiment":"neutral","sentiment_score":0.09039065924783547},{"text":"I'll call you back then.","start":794.04504,"end":794.84503,"sentiment":"neutral","sentiment_score":0.030720533803105354},{"text":"Alright?","start":794.84503,"end":795.34503,"sentiment":"neutral","sentiment_score":0.10583584010601044},{"text":"Okay.","start":796.765,"end":797.085,"sentiment":"positive","sentiment_score":0.450695127248764}],"sentiment":"neutral","sentiment_score":0.09074231600388885,"num_words":20,"start":791.565,"end":797.085},{"sentences":[{"text":"Thank you.","start":797.085,"end":797.825,"sentiment":"positive","sentiment_score":0.7642108798027039},{"text":"Bye.","start":799.405,"end":799.72504,"sentiment":"positive","sentiment_score":0.4450227618217468},{"text":"Talk to you soon.","start":799.72504,"end":800.525,"sentiment":"positive","sentiment_score":0.34824664145708084},{"text":"Bye.","start":800.525,"end":801.025,"sentiment":"neutral","sentiment_score":-0.11739308387041092}],"sentiment":"positive","sentiment_score":0.4061297504231334,"num_words":8,"start":797.085,"end":801.025}]}}]},{"alternatives":[{"transcript":"It's from Richmond. Hi there. I just got a new account with Airtel and got an NBN connection. I lost the file yesterday because I got my modem yesterday. My plan is supposed to be a 100 by 40, and I Sure. Sure. My name is Navnur Singh, n a v n a v n, o o, r n a v n, o o, r. S I n g h. Yes. That's correct. 01/1940 plan. Yes. That's correct. First, when I connected, the speed was 20, and then the upload speed was seven to 10. So I called you guys yesterday. So they did a network, and then I they told me to turn the modem off for twenty minutes and then reconnect it. I did the same. And today, it's uh-huh. I'm using Testra and Ookla, but yep. Yeah. Zero four zero three seven six three 744. Yeah. No. Definitely. And the thing is I rang again today. The reason is it's not connected to the Internet at all. Like, I can't even surf the net. Uh-huh. Yes. Yes. That's what I'm saying. Yeah. Yeah. That's fine. Yep. Just a moment. Sure. Yep. Yep. Okay. Okay. No problem. Activation code other. Yeah. The ping is 37 m s, but the speed is still 1.71. Let me yes. No problem. Let me let me just do that. Saturday. Yes. Yes. I'm taking one. Yeah. It's since I plugged it in yesterday I got the modem yesterday. Yeah. So I I don't think the location is correct. I'm in ACT Canberra. Canberra, I see. Yep. I sent you another photo. Block. Yeah. Just to confirm. Just to confirm, where should I plug the yellow cable in? The LAN cable. Yep. Yes. Yep. That's correct. I've done that. Yep. Yeah. Yeah. Yeah. I have done both of them. Yep. No lights whatsoever. No. Uh-huh. Sure. Yeah. Yep. No problem. Yeah. Yeah. Uh-huh. Yeah. Uh-huh. No problem. 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Hi there. I just got a new account with Airtel and got an NBN connection. I lost the file yesterday because I got my modem yesterday. My plan is supposed to be a 100 by 40, and I Sure.\n\nSure. My name is Navnur Singh, n a v n a v n, o o, r n a v n, o o, r. S I n g h. Yes. That's correct.\n\n01/1940 plan. Yes. That's correct. First, when I connected, the speed was 20, and then the upload speed was seven to 10. So I called you guys yesterday.\n\nSo they did a network, and then I they told me to turn the modem off for twenty minutes and then reconnect it. I did the same. And today, it's uh-huh. I'm using Testra and Ookla, but yep. Yeah.\n\nZero four zero three seven six three 744. Yeah. No. Definitely. And the thing is I rang again today.\n\nThe reason is it's not connected to the Internet at all. Like, I can't even surf the net. Uh-huh. Yes. Yes.\n\nThat's what I'm saying. Yeah. Yeah. That's fine. Yep.\n\nJust a moment. Sure. Yep. Yep. Okay.\n\nOkay. No problem. Activation code other. Yeah. The ping is 37 m s, but the speed is still 1.71.\n\nLet me yes. No problem. Let me let me just do that. Saturday. Yes.\n\nYes. I'm taking one. Yeah. It's since I plugged it in yesterday I got the modem yesterday. Yeah.\n\nSo I I don't think the location is correct. I'm in ACT Canberra. Canberra, I see. Yep. I sent you another photo.\n\nBlock. Yeah. Just to confirm. Just to confirm, where should I plug the yellow cable in? The LAN cable.\n\nYep. Yes. Yep. That's correct. I've done that.\n\nYep. Yeah. Yeah. Yeah. I have done both of them.\n\nYep. No lights whatsoever. No. Uh-huh. Sure.\n\nYeah. Yep. No problem. Yeah. Yeah.\n\nUh-huh. Yeah. Uh-huh. No problem. Thank you.","paragraphs":[{"sentences":[{"text":"It's from Richmond.","start":1.76,"end":2.58,"sentiment":"positive","sentiment_score":0.37385086218516034},{"text":"Hi there.","start":4.16,"end":4.9,"sentiment":"neutral","sentiment_score":0.23883642256259918},{"text":"I just got a new account with Airtel and got an NBN connection.","start":5.2,"end":8.82,"sentiment":"neutral","sentiment_score":0.24716367973731115},{"text":"I lost the file yesterday because I got my modem yesterday.","start":11.04,"end":15.8949995,"sentiment":"neutral","sentiment_score":-0.17006807977502997},{"text":"My plan is supposed to be a 100 by 40, and I Sure.","start":16.914999,"end":22.775,"sentiment":"neutral","sentiment_score":-0.014658245043112682}],"sentiment":"neutral","sentiment_score":0.06550112393285547,"num_words":42,"start":1.76,"end":22.775},{"sentences":[{"text":"Sure.","start":22.994999,"end":23.494999,"sentiment":"neutral","sentiment_score":0.02260836772620678},{"text":"My name is Navnur Singh, n a v n a v n, o o, r n a v n, o o, r.","start":23.794998,"end":36.6,"sentiment":"neutral","sentiment_score":-0.0030744600914080033},{"text":"S I n g h.","start":46.035,"end":47.575,"sentiment":"neutral","sentiment_score":0.003842927608639002},{"text":"Yes.","start":51.155,"end":51.555,"sentiment":"neutral","sentiment_score":0.048310503363609314},{"text":"That's correct.","start":51.555,"end":52.375,"sentiment":"neutral","sentiment_score":0.07425135374069214}],"sentiment":"neutral","sentiment_score":0.005516067567852235,"num_words":31,"start":22.994999,"end":52.375},{"sentences":[{"text":"01/1940 plan.","start":57.5,"end":58.86,"sentiment":"neutral","sentiment_score":0.013084854930639267},{"text":"Yes.","start":58.86,"end":59.100002,"sentiment":"neutral","sentiment_score":0.05682498961687088},{"text":"That's correct.","start":59.100002,"end":59.84,"sentiment":"neutral","sentiment_score":0.10485848411917686},{"text":"First, when I connected, the speed was 20, and then the upload speed was seven to 10.","start":63.260002,"end":71.685,"sentiment":"neutral","sentiment_score":-0.14531579175416162},{"text":"So I called you guys yesterday.","start":75.185,"end":77.125,"sentiment":"neutral","sentiment_score":-0.07776172459125519}],"sentiment":"neutral","sentiment_score":-0.09443668355899197,"num_words":28,"start":57.5,"end":77.125},{"sentences":[{"text":"So they did a network, and then I they told me to turn the modem off for twenty minutes and then reconnect it.","start":77.265,"end":86.4,"sentiment":"neutral","sentiment_score":-0.16128926562226337},{"text":"I did the same.","start":86.78,"end":87.92,"sentiment":"neutral","sentiment_score":-0.08433308638632298},{"text":"And today, it's uh-huh.","start":88.78,"end":92.4,"sentiment":"neutral","sentiment_score":0.005459586507640779},{"text":"I'm using Testra and Ookla, but yep.","start":107.665,"end":114.89,"sentiment":"neutral","sentiment_score":-0.04869698067860944},{"text":"Yeah.","start":118.149994,"end":118.649994,"sentiment":"neutral","sentiment_score":-0.03454437851905823}],"sentiment":"neutral","sentiment_score":-0.1128351372332336,"num_words":39,"start":77.265,"end":118.649994},{"sentences":[{"text":"Zero four zero three seven six three 744.","start":125.134995,"end":133.315,"sentiment":"neutral","sentiment_score":0.012611330719664693},{"text":"Yeah.","start":137.62999,"end":137.95,"sentiment":"neutral","sentiment_score":-0.0022872071713209152},{"text":"No.","start":137.95,"end":138.19,"sentiment":"neutral","sentiment_score":-0.16885188221931458},{"text":"Definitely.","start":138.19,"end":138.69,"sentiment":"neutral","sentiment_score":-0.18659520149230957},{"text":"And the thing is I rang again today.","start":138.91,"end":141.41,"sentiment":"neutral","sentiment_score":-0.1801713416352868}],"sentiment":"neutral","sentiment_score":-0.08937970411620642,"num_words":19,"start":125.134995,"end":141.41},{"sentences":[{"text":"The reason is it's not connected to the Internet at all.","start":142.51,"end":146.75,"sentiment":"negative","sentiment_score":-0.3701106607913971},{"text":"Like, I can't even surf the net.","start":146.75,"end":148.69,"sentiment":"negative","sentiment_score":-0.3446783040251051},{"text":"Uh-huh.","start":158.215,"end":158.375,"sentiment":"neutral","sentiment_score":-0.08963070064783096},{"text":"Yes.","start":158.375,"end":158.775,"sentiment":"neutral","sentiment_score":-0.030120927840471268},{"text":"Yes.","start":158.775,"end":159.015,"sentiment":"neutral","sentiment_score":-0.02759144827723503}],"sentiment":"neutral","sentiment_score":-0.31577659398317337,"num_words":21,"start":142.51,"end":159.015},{"sentences":[{"text":"That's what I'm saying.","start":159.015,"end":160.075,"sentiment":"neutral","sentiment_score":-0.08031041361391544},{"text":"Yeah.","start":164.055,"end":164.295,"sentiment":"neutral","sentiment_score":0.04717967286705971},{"text":"Yeah.","start":164.295,"end":164.535,"sentiment":"neutral","sentiment_score":0.09651795029640198},{"text":"That's fine.","start":164.535,"end":165.21,"sentiment":"neutral","sentiment_score":0.20888926833868027},{"text":"Yep.","start":292.57,"end":293.07,"sentiment":"neutral","sentiment_score":0.15610134601593018}],"sentiment":"neutral","sentiment_score":0.0440373168223434,"num_words":9,"start":159.015,"end":293.07},{"sentences":[{"text":"Just a moment.","start":307.29,"end":308.11002,"sentiment":"neutral","sentiment_score":0.03996549298365911},{"text":"Sure.","start":314.545,"end":315.045,"sentiment":"neutral","sentiment_score":0.02134864032268524},{"text":"Yep.","start":319.42502,"end":319.92502,"sentiment":"neutral","sentiment_score":-0.17380371689796448},{"text":"Yep.","start":323.1,"end":323.6,"sentiment":"neutral","sentiment_score":-0.07139801979064941},{"text":"Okay.","start":327.74002,"end":328.06003,"sentiment":"neutral","sentiment_score":-0.0026300884783267975}],"sentiment":"neutral","sentiment_score":-0.015226672270468302,"num_words":7,"start":307.29,"end":328.06003},{"sentences":[{"text":"Okay.","start":328.06003,"end":328.46002,"sentiment":"neutral","sentiment_score":0.013448014855384828},{"text":"No problem.","start":328.46002,"end":329.2,"sentiment":"neutral","sentiment_score":0.04796639829874039},{"text":"Activation code other.","start":372.425,"end":376.05,"sentiment":"neutral","sentiment_score":0.006207859764496486},{"text":"Yeah.","start":378.27,"end":378.50998,"sentiment":"neutral","sentiment_score":0.004005009308457375},{"text":"The ping is 37 m s, but the speed is still 1.71.","start":378.50998,"end":382.84998,"sentiment":"neutral","sentiment_score":-0.022535196505486965}],"sentiment":"neutral","sentiment_score":-0.007284892526896377,"num_words":19,"start":328.06003,"end":382.84998},{"sentences":[{"text":"Let me yes.","start":383.15,"end":387.105,"sentiment":"neutral","sentiment_score":0.016679097587863605},{"text":"No problem.","start":388.30502,"end":388.945,"sentiment":"neutral","sentiment_score":0.14014140516519547},{"text":"Let me let me just do that.","start":388.945,"end":390.80502,"sentiment":"neutral","sentiment_score":0.09645954413073403},{"text":"Saturday.","start":428.55,"end":429.05,"sentiment":"neutral","sentiment_score":0.0632481724023819},{"text":"Yes.","start":476.005,"end":476.245,"sentiment":"neutral","sentiment_score":0.06719247996807098}],"sentiment":"neutral","sentiment_score":0.08114125459854092,"num_words":14,"start":383.15,"end":476.245},{"sentences":[{"text":"Yes.","start":476.245,"end":476.485,"sentiment":"neutral","sentiment_score":0.06836771965026855},{"text":"I'm taking one.","start":476.485,"end":477.705,"sentiment":"neutral","sentiment_score":0.049555063247680664},{"text":"Yeah.","start":569.06,"end":569.56,"sentiment":"neutral","sentiment_score":-0.04422283172607422},{"text":"It's since I plugged it in yesterday I got the modem yesterday.","start":576.995,"end":580.695,"sentiment":"neutral","sentiment_score":-0.023039400732765596},{"text":"Yeah.","start":582.755,"end":583.17,"sentiment":"neutral","sentiment_score":0.008585887029767036}],"sentiment":"neutral","sentiment_score":-0.005282046894232432,"num_words":18,"start":476.245,"end":583.17},{"sentences":[{"text":"So I I don't think the location is correct.","start":583.25,"end":585.64996,"sentiment":"neutral","sentiment_score":-0.07176383108728462},{"text":"I'm in ACT Canberra.","start":585.64996,"end":587.43,"sentiment":"neutral","sentiment_score":-0.017721258336678147},{"text":"Canberra, I see.","start":592.85,"end":593.91,"sentiment":"neutral","sentiment_score":0.006774490078290303},{"text":"Yep.","start":599.00494,"end":599.50494,"sentiment":"neutral","sentiment_score":0.01929382234811783},{"text":"I sent you another photo.","start":609.00494,"end":610.545,"sentiment":"neutral","sentiment_score":-0.002721859607845545}],"sentiment":"neutral","sentiment_score":-0.03139779629947787,"num_words":22,"start":583.25,"end":610.545},{"sentences":[{"text":"Block.","start":617.07,"end":617.57,"sentiment":"neutral","sentiment_score":-0.015133608132600784},{"text":"Yeah.","start":638.235,"end":638.735,"sentiment":"neutral","sentiment_score":0.04686669632792473},{"text":"Just to confirm.","start":652.0,"end":652.98004,"sentiment":"neutral","sentiment_score":0.04532132918636004},{"text":"Just to confirm, where should I plug the yellow cable in?","start":653.595,"end":657.055,"sentiment":"neutral","sentiment_score":0.01521313131194223},{"text":"The LAN cable.","start":660.635,"end":661.77496,"sentiment":"neutral","sentiment_score":0.007735144346952438}],"sentiment":"neutral","sentiment_score":0.018855102801401364,"num_words":19,"start":617.07,"end":661.77496},{"sentences":[{"text":"Yep.","start":667.995,"end":668.495,"sentiment":"neutral","sentiment_score":0.03774937614798546},{"text":"Yes.","start":672.85004,"end":673.35004,"sentiment":"neutral","sentiment_score":0.0292799174785614},{"text":"Yep.","start":677.17004,"end":677.49,"sentiment":"neutral","sentiment_score":0.06069882959127426},{"text":"That's correct.","start":677.49,"end":678.23004,"sentiment":"neutral","sentiment_score":0.07583504915237427},{"text":"I've done 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whatsoever.","start":731.24,"end":732.62,"sentiment":"neutral","sentiment_score":-0.28459931413332623},{"text":"No.","start":735.64,"end":736.14,"sentiment":"neutral","sentiment_score":-0.16672271490097046},{"text":"Uh-huh.","start":743.205,"end":743.705,"sentiment":"neutral","sentiment_score":-0.04901212081313133},{"text":"Sure.","start":746.245,"end":746.745,"sentiment":"neutral","sentiment_score":0.06131049990653992}],"sentiment":"neutral","sentiment_score":-0.14896972424217633,"num_words":7,"start":718.295,"end":746.745},{"sentences":[{"text":"Yeah.","start":747.04504,"end":747.54504,"sentiment":"neutral","sentiment_score":0.05327159166336059},{"text":"Yep.","start":750.805,"end":751.305,"sentiment":"neutral","sentiment_score":0.05108197033405304},{"text":"No problem.","start":751.86,"end":753.24,"sentiment":"neutral","sentiment_score":-0.05774018168449402},{"text":"Yeah.","start":762.1,"end":762.6,"sentiment":"neutral","sentiment_score":-0.08524974435567856},{"text":"Yeah.","start":765.14,"end":765.64,"sentiment":"neutral","sentiment_score":-0.06793518364429474}],"sentiment":"neutral","sentiment_score":-0.027385288228591282,"num_words":6,"start":747.04504,"end":765.64},{"sentences":[{"text":"Uh-huh.","start":769.975,"end":770.475,"sentiment":"neutral","sentiment_score":-0.0783250480890274},{"text":"Yeah.","start":778.055,"end":778.47,"sentiment":"neutral","sentiment_score":-0.13830247521400452},{"text":"Uh-huh.","start":791.27496,"end":791.77496,"sentiment":"neutral","sentiment_score":0.01642017997801304},{"text":"No problem.","start":795.675,"end":796.415,"sentiment":"neutral","sentiment_score":0.3274681717157364},{"text":"Thank you.","start":798.395,"end":799.135,"sentiment":"positive","sentiment_score":0.7233562767505646}],"sentiment":"neutral","sentiment_score":0.27163450765822617,"num_words":7,"start":769.975,"end":799.135}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Good\n\nChannel 1: It's\n\nChannel 0: afternoon.\n\nChannel 1: from Richmond.\n\nChannel 0: It's\n\nChannel 1: Hi there. I just\n\nChannel 0: health\n\nChannel 1: got a new account with Airtel\n\nChannel 0: tech\n\nChannel 1: and got an NBN connection.\n\nChannel 0: support. Yep.\n\nChannel 1: I lost the file yesterday because I got my modem yesterday. My plan is supposed to be a 100 by 40,\n\nChannel 0: Can\n\nChannel 1: and\n\nChannel 0: I have\n\nChannel 1: I\n\nChannel 0: the account holder's\n\nChannel 1: Sure.\n\nChannel 0: name, please?\n\nChannel 1: Sure. My name is Navnur Singh,\n\nChannel 0: How\n\nChannel 1: n\n\nChannel 0: do you\n\nChannel 1: a\n\nChannel 0: spell that?\n\nChannel 1: v\n\nChannel 0: Sorry?\n\nChannel 1: n a v\n\nChannel 0: N a b. Yep.\n\nChannel 1: n, o o, r\n\nChannel 0: Sorry. M, o o?\n\nChannel 1: n a v n, o o, r.\n\nChannel 0: N a n a v n, o o, r. Yep.\n\nChannel 1: S I n g h.\n\nChannel 0: Yep. I got it. You're on Super Networks.\n\nChannel 1: Yes. That's correct.\n\nChannel 0: You're on the 01/1940 plan?\n\nChannel 1: 01/1940 plan. Yes. That's correct.\n\nChannel 0: And what seems to be the problem?\n\nChannel 1: First, when I connected, the speed was 20, and then the upload speed was seven to 10. So I called you guys yesterday. So they did a network, and then I they told me to turn the modem off for twenty minutes and then reconnect it. I did the same.\n\nChannel 0: If\n\nChannel 1: And\n\nChannel 0: I give\n\nChannel 1: today,\n\nChannel 0: you a\n\nChannel 1: it's\n\nChannel 0: a mobile number,\n\nChannel 1: uh-huh.\n\nChannel 0: 0403763744, Now where how are you running the speed test? Are you running it on the speedtest.net, the global server, or you're using something else?\n\nChannel 1: I'm using Testra and\n\nChannel 0: No.\n\nChannel 1: Ookla,\n\nChannel 0: Tesla's not gonna\n\nChannel 1: but\n\nChannel 0: no. Ookla's gonna give you the correct speed. That's\n\nChannel 1: yep.\n\nChannel 0: speedtest.net. You need to do that on a laptop.\n\nChannel 1: Yeah.\n\nChannel 0: And if you could send me a couple of photos of that on that number I gave you, 0403763744.\n\nChannel 1: Zero four zero three seven six three 744.\n\nChannel 0: Yeah. And that way I can have a look at it.\n\nChannel 1: Yeah.\n\nChannel 0: And\n\nChannel 1: No. Definitely. And the thing is I rang again today. The reason is it's not connected to the Internet at all. Like, I can't even surf the net.\n\nChannel 0: what's telling me you're online? Okay. So I think I know what's probably happened. So you can't you can't use the Internet at all. Is that what you're saying?\n\nChannel 1: Uh-huh. Yes. Yes. That's what I'm saying.\n\nChannel 0: Okay. I'm just gonna put you on hold for a second. Can I do that? Is that okay?\n\nChannel 1: Yeah. Yeah. That's fine.\n\nChannel 0: Okay. Thank you.\n\nChannel 1: Yep.\n\nChannel 0: Okay. I'm back. Yeah. Can you run a couple of speed tests? Open up your laptop.\n\nOpen up Chrome. And in the URL, just put in the speedtest.net. Speedtest,\n\nChannel 1: Just\n\nChannel 0: all\n\nChannel 1: a moment.\n\nChannel 0: one word, .net. And just send me a couple of photos to that number I gave you, please.\n\nChannel 1: Sure.\n\nChannel 0: Now we had another problem with this, but it wasn't from our end. It\n\nChannel 1: Yep.\n\nChannel 0: had to do it had to do with the box on the wall. So what\n\nChannel 1: Yep.\n\nChannel 0: we did is we restarted everything, and then it just started working.\n\nChannel 1: Okay. Okay. No problem.\n\nChannel 0: Yeah.\n\nChannel 1: Activation code other. Yeah. The ping is 37 m s, but the speed is still 1.71.\n\nChannel 0: Yeah.\n\nChannel 1: Let me\n\nChannel 0: Now tell him it's not I need to I need a photo of that so I can check\n\nChannel 1: yes.\n\nChannel 0: out a few things here.\n\nChannel 1: No problem. Let me let me just do that. Saturday.\n\nChannel 0: Have you sent the photo?\n\nChannel 1: Yes. Yes. I'm taking one.\n\nChannel 0: Okay. Cool. Well, your upload's a lot higher than your download. That's weird. Okay.\n\nSo\n\nChannel 1: Yeah.\n\nChannel 0: your late tell When did this when did this start to happen?\n\nChannel 1: It's since I plugged it in yesterday I got the modem yesterday.\n\nChannel 0: Okay.\n\nChannel 1: Yeah. So I\n\nChannel 0: Okay.\n\nChannel 1: I don't think the location is correct. I'm in ACT Canberra.\n\nChannel 0: Oh, the location is well, you got\n\nChannel 1: Canberra,\n\nChannel 0: the server\n\nChannel 1: I see.\n\nChannel 0: in in Melbourne. It's showing me Melbourne.\n\nChannel 1: Yep.\n\nChannel 0: Okay. Let's drop down somewhat.\n\nChannel 1: I sent you\n\nChannel 0: Like\n\nChannel 1: another\n\nChannel 0: that.\n\nChannel 1: photo.\n\nChannel 0: No. Yeah. I got that. The box on the wall, what color is it? White or black?\n\nChannel 1: Block.\n\nChannel 0: Black. Oh, my a king. What are we gonna do? Let me just check something here. Okay.\n\nSo you got a black box on the wall. I can see that now.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. I can just see it. I'm just logged in to the portal now. So you've got the McCullough's Superboost. Yeah.\n\nChannel 1: Just to confirm. Just to confirm, where should I plug the yellow cable in?\n\nChannel 0: Which yellow cable?\n\nChannel 1: The LAN cable.\n\nChannel 0: Okay. So you got the you got the box on the wall. It's got Ethernet one, two, three, and four. Right?\n\nChannel 1: Yep.\n\nChannel 0: So you get Ethernet one. You plug the cable in Ethernet one and the other\n\nChannel 1: Yes.\n\nChannel 0: right and the other end, the WAN port.\n\nChannel 1: Yep. That's correct. I've\n\nChannel 0: Okay.\n\nChannel 1: done that.\n\nChannel 0: But what I want you to do now is I\n\nChannel 1: Yep.\n\nChannel 0: need you to unplug the router. Now the way to\n\nChannel 1: Yeah.\n\nChannel 0: unplug it is the back of the router's got a power supply.\n\nChannel 1: Yeah.\n\nChannel 0: I want you to pull that pull that out, and the box on the wall, the same thing. It's no good switching it off from the wall. I need it to be isolated from power altogether. So we'll we'll pull out the power supply from the back of both boxes. If\n\nChannel 1: Yeah.\n\nChannel 0: you can do that if you can do that, please.\n\nChannel 1: I have done both of them.\n\nChannel 0: Okay. I'm just gonna see when the okay. Could you still show me your own light? Because the processor is still working. That's why we need to isolate\n\nChannel 1: Yep.\n\nChannel 0: everything from power. Let's have a look now. Okay. Is there any lights on the black ball? The the the on the black box?\n\nChannel 1: No lights whatsoever.\n\nChannel 0: And on the router, no lights. Right?\n\nChannel 1: No.\n\nChannel 0: Okay. It's still it's still running a process like as if it's showing me you're online. I'm just\n\nChannel 1: Uh-huh.\n\nChannel 0: gonna wait for that to go blue.\n\nChannel 1: Sure.\n\nChannel 0: It's green\n\nChannel 1: Yeah.\n\nChannel 0: at the moment. Once that's okay. It's blue now, so you're offline.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. I'm gonna\n\nChannel 1: No\n\nChannel 0: call you back\n\nChannel 1: problem.\n\nChannel 0: on that mobile number you sent me. So give me about twenty minutes because we need to because it could be that maybe the box on the wall hasn't\n\nChannel 1: Yeah.\n\nChannel 0: been turned off at all since it's been there.\n\nChannel 1: Yeah.\n\nChannel 0: And what happens with with these boxes, they got a processor in them.\n\nChannel 1: Uh-huh.\n\nChannel 0: And if we don't do what they call a maintenance every four to six months, it gets a little bit it slows down with all the memories. So we\n\nChannel 1: Yeah.\n\nChannel 0: need to expel all that memory from the processes, and this is the way to do it. You do it about four to six months. Just unplug it for twenty minutes, and then just plug it back in. And that'll just reset the processes back to zero.\n\nChannel 1: Uh-huh.\n\nChannel 0: So that's what we're gonna do now. So give me about twenty minutes. I'll call you back then. Alright?\n\nChannel 1: No problem.\n\nChannel 0: Okay. Thank you.\n\nChannel 1: Thank you.\n\nChannel 0: Bye. Talk to you soon. 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to","start":685.635,"end":686.275,"sentiment":"neutral","sentiment_score":0.0011093146167695522}],"sentiment":"neutral","sentiment_score":-0.011967555247247219,"channel":0,"num_words":10,"start":682.11005,"end":686.275},{"sentences":[{"text":"Yeah.","start":686.135,"end":686.635,"sentiment":"neutral","sentiment_score":-0.003964416682720184}],"sentiment":"neutral","sentiment_score":-0.003964416682720184,"channel":1,"num_words":1,"start":686.135,"end":686.635},{"sentences":[{"text":"unplug it is the back of the router's got a power 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They have a new account with Airtel tech and are using a plan that is supposed to be 100 by 40. The agent helps the customer run speed tests and checks the network settings, but they are unable to use the internet at all. The agent advises the customer to unplug their router and check the process of updating the process."},"intents":{"segments":[{"text":"First, when I connected, the speed was 20, and then the upload speed was seven to 10. So I called you guys yesterday. So they did a network, and then I they told me to turn the modem off for twenty minutes and then reconnect it. I did the same.","start_word":137,"end_word":186,"intents":[{"intent":"Fix connection issue","confidence_score":0.0014640621}]},{"text":"And if you could send me a couple of photos of that on that number I gave you, 0403763744.","start_word":255,"end_word":273,"intents":[{"intent":"Request","confidence_score":0.0020216787},{"intent":"Send","confidence_score":0.09013805},{"intent":"Request","confidence_score":0.00032715136}]},{"text":"Can you run a couple of speed tests? Open up your laptop.","start_word":388,"end_word":399,"intents":[{"intent":"Run tests","confidence_score":0.69865847}]},{"text":"we did is we restarted everything, and then it just started working. Okay.","start_word":467,"end_word":479,"intents":[{"intent":"Restart","confidence_score":0.04201583}]},{"text":"need you to unplug the router. Now the way to Yeah.","start_word":790,"end_word":800,"intents":[{"intent":"Discuss router setup","confidence_score":0.00046686278}]},{"text":"I need it to be isolated from power altogether. So we'll we'll pull out the power supply from the back of both boxes. If Yeah.","start_word":842,"end_word":866,"intents":[{"intent":"Isolate power supply","confidence_score":0.54561293}]},{"text":"Is there any lights on the black ball?","start_word":920,"end_word":927,"intents":[{"intent":"Check status of lights","confidence_score":0.032093912}]},{"text":"gonna wait for that to go blue. Sure.","start_word":965,"end_word":972,"intents":[{"intent":"Wait for blue light","confidence_score":0.8018169}]},{"text":"on that mobile number you sent me. So give me about twenty minutes because we need to because it could be that maybe the box on the wall hasn't Yeah. been turned off at all since it's been there. Yeah.","start_word":997,"end_word":1036,"intents":[{"intent":"Deactivate phone number","confidence_score":0.000548258}]},{"text":"need to expel all that memory from the processes, and this is the way to do it. You do it about four to six months. Just unplug it for twenty minutes, and then just plug it back in. And that'll just reset the processes back to zero. Uh-huh.","start_word":1081,"end_word":1128,"intents":[{"intent":"Expel memory from processors","confidence_score":0.005558132}]},{"text":"You do it about four to six months. Just unplug it for twenty minutes, and then just plug it back in. And that'll just reset the processes back to zero.","start_word":1098,"end_word":1127,"intents":[{"intent":"Reset processes","confidence_score":0.08778432},{"intent":"Reset lights to zero","confidence_score":0.000028131315}]}]},"sentiments":{"segments":[{"text":"Good It's afternoon.","start_word":0,"end_word":2,"sentiment":"positive","sentiment_score":0.5390461683273315},{"text":"from Richmond. It's Hi there. I just health got a new account with Airtel tech and got an NBN connection. support. Yep. I lost the file yesterday because I got my modem yesterday. My plan is supposed to be a 100 by 40, Can and I have I the account holder's Sure. name, please? Sure. My name is Navnur Singh, How n do you a spell that? v Sorry? n a v N a b. Yep. n, o o, r Sorry. M, o o? n a v n, o o, r. N a n a v n, o o, r. Yep. S I n g h. Yep. I got it. You're on Super Networks. Yes. That's correct. You're on the 01/1940 plan? 01/1940 plan. Yes. That's correct. And what seems to be the problem? First, when I connected, the speed was 20, and then the upload speed was seven to 10. So I called you guys yesterday. So they did a network, and then I they told me to turn the modem off for twenty minutes and then reconnect it. I did the same. If And I give today, you a it's a mobile number, uh-huh. 0403763744, Now where how are you running the speed test? Are you running it on the speedtest.net, the global server, or you're using something else? I'm using Testra and No. Ookla, Tesla's not gonna but no. Ookla's gonna give you the correct speed. That's yep. speedtest.net. You need to do that on a laptop. Yeah. And if you could send me a couple of photos of that on that number I gave you, 0403763744. Zero four zero three seven six three 744. Yeah. And that way I can have a look at it. Yeah. And No. Definitely. And the thing is I rang again today.","start_word":3,"end_word":303,"sentiment":"neutral","sentiment_score":-0.013421588486054311},{"text":"The reason is it's not connected to the Internet at all. Like, I can't even surf the net.","start_word":304,"end_word":321,"sentiment":"negative","sentiment_score":-0.3574231266975403},{"text":"what's telling me you're online? Okay. So I think I know what's probably happened.","start_word":322,"end_word":335,"sentiment":"neutral","sentiment_score":-0.22227682173252103},{"text":"So you can't you can't use the Internet at all.","start_word":336,"end_word":345,"sentiment":"negative","sentiment_score":-0.33578193187713623},{"text":"Is that what you're saying? Uh-huh. Yes. Yes. That's what I'm saying. Okay. I'm just gonna put you on hold for a second. Can I do that? Is that okay? Yeah. Yeah. That's fine. Okay.","start_word":346,"end_word":380,"sentiment":"neutral","sentiment_score":-0.028445245698094368},{"text":"Thank you.","start_word":381,"end_word":382,"sentiment":"positive","sentiment_score":0.47442471981048584},{"text":"Yep. Okay. I'm back. Yeah. Can you run a couple of speed tests? Open up your laptop. Open up Chrome. And in the URL, just put in the speedtest.net. Speedtest, Just all a moment. one word, .net. And just send me a couple of photos to that number I gave you, please. Sure. Now we had another problem with this, but it wasn't from our end. It Yep. had to do it had to do with the box on the wall. So what Yep. we did is we restarted everything, and then it just started working. Okay. Okay. No problem. Yeah. Activation code other. Yeah. The ping is 37 m s, but the speed is still 1.71. Yeah. Let me Now tell him it's not I need to I need a photo of that so I can check yes. out a few things here. No problem. Let me let me just do that. Saturday. Have you sent the photo? Yes. Yes. I'm taking one. Okay.","start_word":383,"end_word":547,"sentiment":"neutral","sentiment_score":-0.009311045028946616},{"text":"Cool.","start_word":548,"end_word":548,"sentiment":"positive","sentiment_score":0.5214735269546509},{"text":"Well, your upload's a lot higher than your download.","start_word":549,"end_word":557,"sentiment":"neutral","sentiment_score":0.0438457652926445},{"text":"That's weird.","start_word":558,"end_word":559,"sentiment":"negative","sentiment_score":-0.3677452206611634},{"text":"Okay. So Yeah. your late tell When did this when did this start to happen? It's since I plugged it in yesterday I got the modem yesterday. Okay. Yeah. So I Okay. I don't think the location is correct. I'm in ACT Canberra. Oh, the location is well, you got Canberra, the server I see. in in Melbourne. It's showing me Melbourne. Yep. Okay. Let's drop down somewhat. I sent you Like another that. photo. No. Yeah. I got that. The box on the wall, what color is it? White or black? Block. Black. Oh, my a king. What are we gonna do? Let me just check something here. Okay. So you got a black box on the wall. I can see that now. Yeah. Yeah. I can just see it. I'm just logged in to the portal now. So you've got the McCullough's Superboost. Yeah. Just to confirm. Just to confirm, where should I plug the yellow cable in? Which yellow cable? The LAN cable. Okay. So you got the you got the box on the wall. It's got Ethernet one, two, three, and four. Right? Yep. So you get Ethernet one. You plug the cable in Ethernet one and the other Yes. right and the other end, the WAN port. Yep. That's correct. I've Okay. done that. But what I want you to do now is I Yep. need you to unplug the router. Now the way to Yeah. unplug it is the back of the router's got a power supply. Yeah. I want you to pull that pull that out, and the box on the wall, the same thing.","start_word":560,"end_word":831,"sentiment":"neutral","sentiment_score":0.003559559816494584},{"text":"It's no good switching it off from the wall.","start_word":832,"end_word":840,"sentiment":"negative","sentiment_score":-0.5551772713661194},{"text":"I need it to be isolated from power altogether. So we'll we'll pull out the power supply from the back of both boxes. If Yeah. you can do that if you can do that, please. I have done both of them. Okay. I'm just gonna see when the okay. Could you still show me your own light? Because the processor is still working. That's why we need to isolate Yep. everything from power. Let's have a look now. Okay. Is there any lights on the black ball? The the the on the black box? No lights whatsoever. And on the router, no lights. Right? No. Okay. It's still it's still running a process like as if it's showing me you're online. I'm just Uh-huh. gonna wait for that to go blue. Sure. It's green Yeah. at the moment. Once that's okay. It's blue now, so you're offline. Yep. Yeah. I'm gonna No call you back problem. on that mobile number you sent me. So give me about twenty minutes because we need to because it could be that maybe the box on the wall hasn't Yeah. been turned off at all since it's been there. Yeah. And what happens with with these boxes, they got a processor in them. Uh-huh. And if we don't do what they call a maintenance every four to six months, it gets a little bit it slows down with all the memories. So we Yeah. need to expel all that memory from the processes, and this is the way to do it. You do it about four to six months. Just unplug it for twenty minutes, and then just plug it back in. And that'll just reset the processes back to zero. Uh-huh. So that's what we're gonna do now. So give me about twenty minutes. I'll call you back then. Alright? No problem.","start_word":841,"end_word":1149,"sentiment":"neutral","sentiment_score":-0.04516732692718506},{"text":"Okay. Thank you. Thank you. Bye.","start_word":1150,"end_word":1155,"sentiment":"positive","sentiment_score":0.6056511998176575},{"text":"Talk to you soon. Bye.","start_word":1156,"end_word":1160,"sentiment":"neutral","sentiment_score":0.276946097612381}],"average":{"sentiment":"neutral","sentiment_score":-0.02344655908622851}}}}