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May I know how many did you turn off? Did you turn it off before? You said you have done this. Okay. And still no Internet connection after that? Okay. Can you stay in the line while we're working on it? Yeah. May I know the indicator light of the router? The color? It's color green now? Yeah. Okay. Mhmm. Can you try to plug it in now? Let's see. Yes. Sure. Mhmm. Mhmm. Okay. Hang on. Let me just check it on our end. Can can we try to use the Internet right now? Let's see. Yeah. Because we also did the reboot on our end. Let's just check if that worked. It's working now? Okay. That's great. So if you run into issues again like this, just give us a callback then so we can assist. Yeah. I think Yes. Yeah. We understand. But I think the issue is the router needs a reboot every month. Like, it needs a cleanup. Yeah. I think we also need to do that on our end every month. But, actually, another customer, the power cycle they don't need to do the power cycle. I think this is this is about the router. I think the router might need a restart or reboot on the network side and on the on itself every month for it to be refreshed and clean up itself. Yeah. I think. But let's see if we'll do this again next month. Yeah. But if ever that it keeps happening, we'll coordinate it to Vocus, the NBN network, for them to check if we can prevent rebooting rebooting the network and the router itself every month. Yeah. Yeah. Mhmm. Yeah. But I think it really depends on the router, actually. Because under yeah. Yeah. Yeah. But sometimes router needs reboot on the network side, and it's not here. That's why. Mhmm. Yeah. Yeah. Just give us a callback then if it still happen next month. Yeah. Sorry for the inconvenience, Jason. Yeah. You're welcome. Bye. 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Hello, Jason. This is Maureen again from Adele tech support. Hello? Yes.\n\nCan yes. Can you hear me? Yeah. Is it okay if we do a full power cycle again with the router? May I know how many did you turn off?\n\nDid you turn it off before? You said you have done this. Okay. And still no Internet connection after that? Okay.\n\nCan you stay in the line while we're working on it? Yeah. May I know the indicator light of the router? The color? It's color green now?\n\nYeah. Okay. Mhmm. Can you try to plug it in now? Let's see.\n\nYes. Sure. Mhmm. Mhmm. Okay.\n\nHang on. Let me just check it on our end. Can can we try to use the Internet right now? Let's see. Yeah.\n\nBecause we also did the reboot on our end. Let's just check if that worked. It's working now? Okay. That's great.\n\nSo if you run into issues again like this, just give us a callback then so we can assist. Yeah. I think Yes. Yeah. We understand.\n\nBut I think the issue is the router needs a reboot every month. Like, it needs a cleanup. Yeah. I think we also need to do that on our end every month. But, actually, another customer, the power cycle they don't need to do the power cycle.\n\nI think this is this is about the router. I think the router might need a restart or reboot on the network side and on the on itself every month for it to be refreshed and clean up itself. Yeah. I think. But let's see if we'll do this again next month.\n\nYeah. But if ever that it keeps happening, we'll coordinate it to Vocus, the NBN network, for them to check if we can prevent rebooting rebooting the network and the router itself every month. Yeah. Yeah. Mhmm.\n\nYeah. But I think it really depends on the router, actually. Because under yeah. Yeah. Yeah.\n\nBut sometimes router needs reboot on the network side, and it's not here. That's why. Mhmm. Yeah. Yeah.\n\nJust give us a callback then if it still happen next month. Yeah. Sorry for the inconvenience, Jason. Yeah. You're welcome.\n\nBye. Have a great day.","paragraphs":[{"sentences":[{"text":"Yes.","start":3.1999998,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.10407474637031557},{"text":"Hello, Jason.","start":3.84,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.16616057604551315},{"text":"This is Maureen again from Adele tech support.","start":5.04,"end":8.5,"sentiment":"neutral","sentiment_score":0.22566567175090313},{"text":"Hello?","start":12.0,"end":12.5,"sentiment":"neutral","sentiment_score":0.07588016986846924},{"text":"Yes.","start":16.515,"end":17.015,"sentiment":"neutral","sentiment_score":0.08214071393013}],"sentiment":"neutral","sentiment_score":0.1845955504820897,"num_words":13,"start":3.1999998,"end":17.015},{"sentences":[{"text":"Can yes.","start":17.635,"end":18.115,"sentiment":"neutral","sentiment_score":0.08663712441921234},{"text":"Can you hear 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Yes. Hello? Hello? Yeah. I can hear you. Over half an hour. No. No. I even unplugged it from the cord because power is still going through the cord. So I unplugged it from the back of the router, and I did it both to the in in the inbox. I took both plugs out from the back. Yep. Green. Yep. I haven't I've just unplugged it from the back. But before I unplugged it, it was green. Like, it's been all the other times this has happened. Just it's only been off a few minutes for a few seconds. Hang on a minute. Okay. Okay. The router's green. The NBN colors are green, flashing green, and an orange light. Yep. I'm just just trying it now. Yeah. It's working. Yep. Why why why is it keep why is it keep doing this? It's happening every month. Why why is this happening? I mean, I understand that you're saying that from your end, it shows that I'm online. Well, you know, I wouldn't I wouldn't be wasting my time calling you guys if it keeps happening. This is happening every month. Yeah. I keep doing that every month. I keep unplugging it, turning it off, completely turning it off, unplugging it from the back. I do that every month. So I have to ring up every month to get it rebooted? Okay. Yep. Okay. Because it's not, you know, it's not a fair on me. I'm paying for a service. And yesterday, I couldn't do anything. All day yesterday, I couldn't log on to anything. I think it's unfair to me. I'm paying all this money, and it keeps happening every month. I mean, it shouldn't be happening at at all. Well, I was told I was told from the other technician that the router I've got is the best router that you provide. Yeah. And, again, I keep doing that, and it still happens. Okay. I'll ring back if it happens again. Okay. Thank you. Okay. Thank you. 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Yes. Hello? Hello? Yeah.\n\nI can hear you. Over half an hour. No. No. I even unplugged it from the cord because power is still going through the cord.\n\nSo I unplugged it from the back of the router, and I did it both to the in in the inbox. I took both plugs out from the back. Yep. Green. Yep.\n\nI haven't I've just unplugged it from the back. But before I unplugged it, it was green. Like, it's been all the other times this has happened. Just it's only been off a few minutes for a few seconds. Hang on a minute.\n\nOkay. Okay. The router's green. The NBN colors are green, flashing green, and an orange light. Yep.\n\nI'm just just trying it now. Yeah. It's working. Yep. Why why why is it keep why is it keep doing this?\n\nIt's happening every month. Why why is this happening? I mean, I understand that you're saying that from your end, it shows that I'm online. Well, you know, I wouldn't I wouldn't be wasting my time calling you guys if it keeps happening. This is happening every month.\n\nYeah. I keep doing that every month. I keep unplugging it, turning it off, completely turning it off, unplugging it from the back. I do that every month. So I have to ring up every month to get it rebooted?\n\nOkay. Yep. Okay. Because it's not, you know, it's not a fair on me. I'm paying for a service.\n\nAnd yesterday, I couldn't do anything. All day yesterday, I couldn't log on to anything. I think it's unfair to me. I'm paying all this money, and it keeps happening every month. I mean, it shouldn't be happening at at all.\n\nWell, I was told I was told from the other technician that the router I've got is the best router that you provide. Yeah. And, again, I keep doing that, and it still happens. Okay. I'll ring back if it happens again.\n\nOkay. Thank you. Okay. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.96,"end":1.46,"sentiment":"neutral","sentiment_score":0.03371948003768921},{"text":"Yes.","start":3.76,"end":4.26,"sentiment":"neutral","sentiment_score":0.11064386367797852},{"text":"Hello?","start":12.88,"end":13.38,"sentiment":"neutral","sentiment_score":0.043511949479579926},{"text":"Hello?","start":16.235,"end":16.735,"sentiment":"neutral","sentiment_score":0.04469144344329834},{"text":"Yeah.","start":19.275,"end":19.595,"sentiment":"neutral","sentiment_score":0.0720692127943039}],"sentiment":"neutral","sentiment_score":0.06092718988656998,"num_words":5,"start":0.96,"end":19.595},{"sentences":[{"text":"I can hear you.","start":19.595,"end":20.575,"sentiment":"neutral","sentiment_score":0.075164376758039},{"text":"Over half an 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only been off a few minutes for a few seconds.","start":109.86,"end":114.68,"sentiment":"neutral","sentiment_score":-0.0991212095444401},{"text":"Hang on a minute.","start":117.619995,"end":118.6,"sentiment":"neutral","sentiment_score":0.02753974311053753}],"sentiment":"neutral","sentiment_score":-0.09763388604272244,"num_words":43,"start":90.72,"end":118.6},{"sentences":[{"text":"Okay.","start":126.295,"end":126.795,"sentiment":"neutral","sentiment_score":0.030616404488682747},{"text":"Okay.","start":190.5,"end":190.98,"sentiment":"neutral","sentiment_score":0.0415947288274765},{"text":"The router's green.","start":190.98,"end":192.28,"sentiment":"neutral","sentiment_score":0.042422182857990265},{"text":"The NBN colors are green, flashing green, and an orange light.","start":194.98,"end":200.12,"sentiment":"neutral","sentiment_score":0.031221430579369717},{"text":"Yep.","start":214.385,"end":214.785,"sentiment":"neutral","sentiment_score":0.07133734971284866}],"sentiment":"neutral","sentiment_score":0.036132398116237974,"num_words":17,"start":126.295,"end":214.785},{"sentences":[{"text":"I'm just just trying it now.","start":214.785,"end":217.12001,"sentiment":"neutral","sentiment_score":0.060022320598363876},{"text":"Yeah.","start":234.705,"end":235.025,"sentiment":"neutral","sentiment_score":0.1601359397172928},{"text":"It's working.","start":235.025,"end":235.765,"sentiment":"neutral","sentiment_score":0.2576638460159302},{"text":"Yep.","start":238.305,"end":238.805,"sentiment":"neutral","sentiment_score":0.13727200031280518},{"text":"Why why why is it keep why is it keep doing this?","start":248.51,"end":251.89,"sentiment":"neutral","sentiment_score":-0.10442379365364711}],"sentiment":"neutral","sentiment_score":-0.0036461803723465305,"num_words":22,"start":214.785,"end":251.89},{"sentences":[{"text":"It's happening every month.","start":252.03,"end":253.89,"sentiment":"neutral","sentiment_score":-0.1366211473941803},{"text":"Why why is this happening?","start":254.03,"end":256.13498,"sentiment":"neutral","sentiment_score":-0.15530955493450166},{"text":"I mean, I understand that you're saying that from your end, it shows that I'm online.","start":256.13498,"end":262.395,"sentiment":"neutral","sentiment_score":-0.07456987514160573},{"text":"Well, you know, I wouldn't I wouldn't be wasting my time calling you guys if it keeps happening.","start":263.01498,"end":269.91998,"sentiment":"neutral","sentiment_score":-0.23439459254344305},{"text":"This is happening every 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rebooted?","start":323.745,"end":330.54,"sentiment":"neutral","sentiment_score":-0.028730027377605438}],"sentiment":"neutral","sentiment_score":-0.10002924036234617,"num_words":40,"start":279.66,"end":330.54},{"sentences":[{"text":"Okay.","start":336.6,"end":337.1,"sentiment":"neutral","sentiment_score":0.05007844790816307},{"text":"Yep.","start":348.77502,"end":349.27502,"sentiment":"neutral","sentiment_score":0.06304510682821274},{"text":"Okay.","start":358.07,"end":358.38998,"sentiment":"neutral","sentiment_score":-0.09083373844623566},{"text":"Because it's not, you know, it's not a fair on me.","start":358.38998,"end":362.94998,"sentiment":"negative","sentiment_score":-0.48397087915377185},{"text":"I'm paying for a service.","start":362.94998,"end":364.41,"sentiment":"neutral","sentiment_score":-0.2966488033533096}],"sentiment":"negative","sentiment_score":-0.3570859932193631,"num_words":19,"start":336.6,"end":364.41},{"sentences":[{"text":"And yesterday, I couldn't do anything.","start":365.595,"end":368.495,"sentiment":"neutral","sentiment_score":-0.3317904720703761},{"text":"All day yesterday, I couldn't log on to anything.","start":368.635,"end":372.33502,"sentiment":"negative","sentiment_score":-0.34058771861924064},{"text":"I think it's unfair to me.","start":373.755,"end":376.495,"sentiment":"negative","sentiment_score":-0.5411353210608164},{"text":"I'm paying all this money, and it keeps happening every month.","start":376.715,"end":381.24,"sentiment":"negative","sentiment_score":-0.5448871959339489},{"text":"I mean, it shouldn't be happening at at all.","start":381.24,"end":384.13998,"sentiment":"negative","sentiment_score":-0.4863910873730977}],"sentiment":"negative","sentiment_score":-0.4554664187315034,"num_words":41,"start":365.595,"end":384.13998},{"sentences":[{"text":"Well, I was told I was told from the other technician that the router I've got is the best router that you provide.","start":389.63998,"end":399.665,"sentiment":"neutral","sentiment_score":0.01644003452004298},{"text":"Yeah.","start":406.33002,"end":406.57,"sentiment":"neutral","sentiment_score":-0.05258024111390114},{"text":"And, again, I keep doing that, and it still happens.","start":406.57,"end":409.87003,"sentiment":"neutral","sentiment_score":-0.11983217597007752},{"text":"Okay.","start":410.41,"end":410.91,"sentiment":"neutral","sentiment_score":-0.008929604664444923},{"text":"I'll ring back if it happens again.","start":411.21002,"end":413.23,"sentiment":"neutral","sentiment_score":-0.017739727827055112}],"sentiment":"neutral","sentiment_score":-0.023949735864464725,"num_words":42,"start":389.63998,"end":413.23},{"sentences":[{"text":"Okay.","start":417.23694,"end":417.73694,"sentiment":"neutral","sentiment_score":0.013185174204409122},{"text":"Thank you.","start":419.3969,"end":420.21692,"sentiment":"neutral","sentiment_score":0.0323311984539032},{"text":"Okay.","start":421.95694,"end":422.27692,"sentiment":"neutral","sentiment_score":0.16378548741340637},{"text":"Thank you.","start":422.27692,"end":423.01694,"sentiment":"positive","sentiment_score":0.33528195321559906},{"text":"Bye.","start":425.07693,"end":425.57693,"sentiment":"neutral","sentiment_score":-0.08336089551448822}],"sentiment":"neutral","sentiment_score":0.11840515277747597,"num_words":7,"start":417.23694,"end":425.57693}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Yes.\n\nChannel 1: Yes.\n\nChannel 0: Hello, Jason. This is Maureen again from Adele tech support. Hello?\n\nChannel 1: Hello? Hello?\n\nChannel 0: Yes. Can yes. Can you hear me?\n\nChannel 1: Yeah. I can hear you.\n\nChannel 0: Yeah. Is it okay if we do a full power cycle again with the router? May I know how many did you turn off? Did you turn it off before? You said you\n\nChannel 1: Over\n\nChannel 0: have\n\nChannel 1: half\n\nChannel 0: done\n\nChannel 1: an\n\nChannel 0: this.\n\nChannel 1: hour.\n\nChannel 0: Okay. And still no Internet connection after that?\n\nChannel 1: No. No. I even unplugged it from the cord because power is still going through the cord. So I unplugged it from the back of the router, and I did it both to the in in the inbox. I took both plugs out from the back.\n\nChannel 0: Okay. Can you stay in the line while we're working\n\nChannel 1: Yep.\n\nChannel 0: on it? Yeah. May I know the indicator light of the router? The color?\n\nChannel 1: Green.\n\nChannel 0: It's color green now?\n\nChannel 1: Yep. I haven't I've just unplugged it from the back.\n\nChannel 0: Yeah.\n\nChannel 1: But before I unplugged it, it was green.\n\nChannel 0: Okay.\n\nChannel 1: Like, it's been all the other times this has happened.\n\nChannel 0: Mhmm. Can you try to plug it in now? Let's see.\n\nChannel 1: Just it's only been off a few minutes for a few seconds.\n\nChannel 0: Yes. Sure.\n\nChannel 1: Hang on a minute. Okay. Okay. The router's green.\n\nChannel 0: Mhmm.\n\nChannel 1: The NBN colors are green, flashing\n\nChannel 0: Mhmm.\n\nChannel 1: green, and an orange light.\n\nChannel 0: Okay. Hang on. Let me just check it on our end. Can can we try to use the Internet right now?\n\nChannel 1: Yep.\n\nChannel 0: Let's\n\nChannel 1: I'm\n\nChannel 0: see.\n\nChannel 1: just just trying it now.\n\nChannel 0: Yeah. Because we also did the reboot on our end. Let's just check if that worked.\n\nChannel 1: Yeah. It's working.\n\nChannel 0: It's working now?\n\nChannel 1: Yep.\n\nChannel 0: Okay. That's great. So if you run into issues again like this, just give us a callback then so we can assist. Yeah. I\n\nChannel 1: Why\n\nChannel 0: think\n\nChannel 1: why why is it keep why is it keep doing this? It's happening every month. Why why is this happening? I mean, I understand that you're saying that from your end, it shows that I'm online. Well, you know, I wouldn't I wouldn't be wasting my time calling you guys if it keeps happening.\n\nThis is happening every month.\n\nChannel 0: Yes. Yeah. We understand. But I think the issue is the router needs a reboot every month. Like, it\n\nChannel 1: Yeah.\n\nChannel 0: needs a cleanup.\n\nChannel 1: I keep doing that every month. I keep unplugging it, turning it off, completely turning it off, unplugging it from the back. I do that every month.\n\nChannel 0: Yeah. I think we also need to do that on our end every month. But, actually, another customer, the power cycle they don't need to do the power cycle. I think this is this is about the router. I think the router might need a restart or reboot on the network side and on the on itself every month for it to be refreshed and clean up itself.\n\nChannel 1: So I have to ring up every month to get it rebooted?\n\nChannel 0: Yeah. I think. But let's see if we'll do this again next month.\n\nChannel 1: Okay.\n\nChannel 0: Yeah. But if ever that it keeps happening, we'll coordinate it to Vocus, the NBN network,\n\nChannel 1: Yep.\n\nChannel 0: for them to check if we can prevent rebooting rebooting the network and the router itself every month.\n\nChannel 1: Okay. Because it's not, you know, it's not a fair on me. I'm paying for a service.\n\nChannel 0: Yeah.\n\nChannel 1: And yesterday, I couldn't do anything. All day yesterday, I couldn't log on to anything. I think it's\n\nChannel 0: Yeah.\n\nChannel 1: unfair to me. I'm paying all this money, and it keeps happening every month. I mean, it shouldn't be happening at at all.\n\nChannel 0: Mhmm. Yeah. But I think it really depends on the router, actually.\n\nChannel 1: Well,\n\nChannel 0: Because\n\nChannel 1: I\n\nChannel 0: under\n\nChannel 1: was told\n\nChannel 0: yeah.\n\nChannel 1: I was told from the other technician that the router I've got is the best router that you provide.\n\nChannel 0: Yeah. Yeah. But sometimes router needs reboot on the\n\nChannel 1: Yeah.\n\nChannel 0: network\n\nChannel 1: And, again,\n\nChannel 0: side, and\n\nChannel 1: I\n\nChannel 0: it's\n\nChannel 1: keep\n\nChannel 0: not here.\n\nChannel 1: doing\n\nChannel 0: That's\n\nChannel 1: that,\n\nChannel 0: why.\n\nChannel 1: and it still happens.\n\nChannel 0: Mhmm.\n\nChannel 1: Okay. I'll\n\nChannel 0: Yeah.\n\nChannel 1: ring back if it happens again.\n\nChannel 0: Yeah. Just give us a callback then if it still happen\n\nChannel 1: Okay.\n\nChannel 0: next month. Yeah. Sorry for the\n\nChannel 1: Thank\n\nChannel 0: inconvenience,\n\nChannel 1: you.\n\nChannel 0: Jason. Yeah.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: You're welcome. Bye. Have a great day.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.96,"end":1.46,"sentiment":"neutral","sentiment_score":0.03371948003768921}],"sentiment":"neutral","sentiment_score":0.03371948003768921,"channel":1,"num_words":1,"start":0.96,"end":1.46},{"sentences":[{"text":"Yes.","start":3.1999998,"end":3.6999998,"sentiment":"neutral","sentiment_score":0.10407474637031557}],"sentiment":"neutral","sentiment_score":0.10407474637031557,"channel":0,"num_words":1,"start":3.1999998,"end":3.6999998},{"sentences":[{"text":"Yes.","start":3.76,"end":4.26,"sentiment":"neutral","sentiment_score":0.11064386367797852}],"sentiment":"neutral","sentiment_score":0.11064386367797852,"channel":1,"num_words":1,"start":3.76,"end":4.26},{"sentences":[{"text":"Hello, Jason.","start":3.84,"end":4.8199997,"sentiment":"neutral","sentiment_score":0.16616057604551315},{"text":"This is Maureen again from Adele tech 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still no Internet connection after that?","start":34.63,"end":37.13,"sentiment":"neutral","sentiment_score":-0.2453882247209549}],"sentiment":"neutral","sentiment_score":-0.21988773997873068,"channel":0,"num_words":8,"start":34.31,"end":37.13},{"sentences":[{"text":"No.","start":36.74,"end":37.24,"sentiment":"negative","sentiment_score":-0.4229653477668762},{"text":"No.","start":37.54,"end":38.04,"sentiment":"negative","sentiment_score":-0.424541175365448},{"text":"I even unplugged it from the cord because power is still going through the cord.","start":38.42,"end":44.335,"sentiment":"negative","sentiment_score":-0.3645662605762482},{"text":"So I unplugged it from the back of the router, and I did it both to the in in the inbox.","start":44.335,"end":52.435,"sentiment":"neutral","sentiment_score":-0.06807148084044456},{"text":"I took both plugs out from the 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give us a callback then so we can assist.","start":241.245,"end":247.425,"sentiment":"neutral","sentiment_score":0.13481210956448003},{"text":"Yeah.","start":248.125,"end":248.44499,"sentiment":"neutral","sentiment_score":-0.003177804872393608},{"text":"I","start":248.44499,"end":248.605,"sentiment":"neutral","sentiment_score":-0.030198752880096436}],"sentiment":"neutral","sentiment_score":0.16939135027738908,"channel":0,"num_words":24,"start":239.885,"end":248.605},{"sentences":[{"text":"Why","start":248.51,"end":248.98999,"sentiment":"neutral","sentiment_score":-0.08761703222990036}],"sentiment":"neutral","sentiment_score":-0.08761703222990036,"channel":1,"num_words":1,"start":248.51,"end":248.98999},{"sentences":[{"text":"think","start":248.605,"end":249.105,"sentiment":"neutral","sentiment_score":-0.06421727687120438}],"sentiment":"neutral","sentiment_score":-0.06421727687120438,"channel":0,"num_words":1,"start":248.605,"end":249.105},{"sentences":[{"text":"why why is it keep why is it keep doing this?","start":248.98999,"end":251.89,"sentiment":"neutral","sentiment_score":-0.1059516810558059},{"text":"It's happening every month.","start":252.03,"end":253.89,"sentiment":"neutral","sentiment_score":-0.1366211473941803},{"text":"Why why is this happening?","start":254.03,"end":256.13498,"sentiment":"neutral","sentiment_score":-0.15530955493450166},{"text":"I mean, I understand that you're saying that from your end, it shows that I'm online.","start":256.13498,"end":262.395,"sentiment":"neutral","sentiment_score":-0.07456987514160573},{"text":"Well, you know, I wouldn't I wouldn't be wasting my time calling you guys if it keeps happening.","start":263.01498,"end":269.91998,"sentiment":"neutral","sentiment_score":-0.23439459254344305}],"sentiment":"neutral","sentiment_score":-0.14630965785019928,"channel":1,"num_words":54,"start":248.98999,"end":269.91998},{"sentences":[{"text":"This is happening every 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They are trying to troubleshoot a problem with the router and try to use the internet, but the issue persists. Maureen suggests that the router needs a reboot every month and promises to call back if the issue persists."},"intents":{"segments":[{"text":"Is it okay if we do a full power cycle again with the router? May I know how many did you turn off? Did you turn it off before?","start_word":29,"end_word":57,"intents":[{"intent":"Manage router settings","confidence_score":0.0025660736}]},{"text":"Let me just check it on our end. Can can we try to use the Internet right now? Yep.","start_word":233,"end_word":251,"intents":[{"intent":"Check internet","confidence_score":0.07779962}]},{"text":"So if you run into issues again like this, just give us a callback then so we can assist. Yeah.","start_word":285,"end_word":304,"intents":[{"intent":"Troubleshoot router issues","confidence_score":0.04370936}]},{"text":"But if ever that it keeps happening, we'll coordinate it to Vocus, the NBN network, Yep. for them to check if we can prevent rebooting rebooting the network and the router itself every month. Okay.","start_word":512,"end_word":546,"intents":[{"intent":"Coordinate network and router reboots","confidence_score":0.0119537115}]}]},"sentiments":{"segments":[{"text":"Hello? Yes. Yes. Hello, Jason. This is Maureen again from Adele tech support. Hello? Hello? Hello? Yes. Can yes. Can you hear me? Yeah. I can hear you. Yeah. Is it okay if we do a full power cycle again with the router? May I know how many did you turn off? Did you turn it off before? You said you Over have half done an this. hour. Okay. And still no Internet connection after that?","start_word":0,"end_word":75,"sentiment":"neutral","sentiment_score":0.02991955354809761},{"text":"No. No. I even unplugged it from the cord because power is still going through the cord.","start_word":76,"end_word":92,"sentiment":"negative","sentiment_score":-0.372405618429184},{"text":"So I unplugged it from the back of the router, and I did it both to the in in the inbox. I took both plugs out from the back. Okay. Can you stay in the line while we're working Yep. on it? Yeah. May I know the indicator light of the router? The color? Green. It's color green now? Yep. I haven't I've just unplugged it from the back. Yeah. But before I unplugged it, it was green. Okay. Like, it's been all the other times this has happened. Mhmm. Can you try to plug it in now? Let's see. Just it's only been off a few minutes for a few seconds. Yes. Sure. Hang on a minute. Okay. Okay. The router's green. Mhmm. The NBN colors are green, flashing Mhmm. green, and an orange light. Okay. Hang on. Let me just check it on our end. Can can we try to use the Internet right now? Yep. Let's I'm see. just just trying it now. Yeah. Because we also did the reboot on our end. Let's just check if that worked. Yeah. It's working. It's working now? Yep. Okay.","start_word":93,"end_word":282,"sentiment":"neutral","sentiment_score":0.0011901977030854475},{"text":"That's great.","start_word":283,"end_word":284,"sentiment":"positive","sentiment_score":0.6403979659080505},{"text":"So if you run into issues again like this, just give us a callback then so we can assist. Yeah. I Why think why why is it keep why is it keep doing this? It's happening every month. Why why is this happening? I mean, I understand that you're saying that from your end, it shows that I'm online. Well, you know, I wouldn't I wouldn't be wasting my time calling you guys if it keeps happening. This is happening every month. Yes. Yeah. We understand. But I think the issue is the router needs a reboot every month. Like, it Yeah. needs a cleanup. I keep doing that every month. I keep unplugging it, turning it off, completely turning it off, unplugging it from the back. I do that every month. Yeah. I think we also need to do that on our end every month. But, actually, another customer, the power cycle they don't need to do the power cycle. I think this is this is about the router. I think the router might need a restart or reboot on the network side and on the on itself every month for it to be refreshed and clean up itself. So I have to ring up every month to get it rebooted? Yeah. I think. But let's see if we'll do this again next month. Okay. Yeah. But if ever that it keeps happening, we'll coordinate it to Vocus, the NBN network, Yep. for them to check if we can prevent rebooting rebooting the network and the router itself every month. Okay.","start_word":285,"end_word":546,"sentiment":"neutral","sentiment_score":-0.060783983471284386},{"text":"Because it's not, you know, it's not a fair on me.","start_word":547,"end_word":557,"sentiment":"negative","sentiment_score":-0.47543105483055115},{"text":"I'm paying for a service. Yeah.","start_word":558,"end_word":563,"sentiment":"neutral","sentiment_score":-0.2834876775741577},{"text":"And yesterday, I couldn't do anything. All day yesterday, I couldn't log on to anything. I think Yeah. it's unfair to me. I'm paying all this money, and it keeps happening every month. I mean, it shouldn't be happening at at all.","start_word":564,"end_word":605,"sentiment":"negative","sentiment_score":-0.4586298167705536},{"text":"Mhmm. Yeah. But I think it really depends on the router, actually. Well, Because I under was told yeah. I was told from the other technician that the router I've got is the best router that you provide. Yeah. Yeah. But sometimes router needs reboot on the Yeah. network And, again, side, and I it's keep not here. doing That's that, why. and it still happens. Mhmm. Okay. I'll Yeah. ring back if it happens again. Yeah. Just give us a callback then if it still happen Okay. next month. Yeah. Sorry for the Thank inconvenience, you. Jason. Yeah. Okay. Thank you.","start_word":606,"end_word":707,"sentiment":"neutral","sentiment_score":-0.020773550495505333},{"text":"You're welcome.","start_word":708,"end_word":709,"sentiment":"positive","sentiment_score":0.3566341996192932},{"text":"Bye.","start_word":710,"end_word":710,"sentiment":"neutral","sentiment_score":0.18803422152996063},{"text":"Have a great day. Bye.","start_word":711,"end_word":715,"sentiment":"positive","sentiment_score":0.6818250417709351}],"average":{"sentiment":"neutral","sentiment_score":-0.05507811242000902}}}}