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Mhmm. Okay. Mhmm. May I know where did you raise a ticket or the number you called? Because upon checking on the records, this is the first time that you reached to us reached out to us. Okay. Have you spoke with other representative before me, or this is the first time? Okay. I see. So I think the issue you are referring is about the KU IP location. So according to the back end team, the KU IP location has now been resolved, but there's mhmm. Mhmm. Yeah. Mhmm. Mhmm. Can okay. I see. Are you able to run a speed test right now while we're on the phone? Mhmm. Okay. Just type in the speedtest.net. It is the speed test byocular.net. Mhmm. Then once the test is completed, please check the result and confirm if the country is showing Australia instead of the UN. Mhmm. Mhmm. Because according to the back end team, the IP address mismatch has been successfully resolved, but we still have some customer who was unable to access some TV streaming channel and some website. Mhmm. Okay. So that means you're getting the correct speed test. How about the country the location? Is it showing the correct one? It's instead of US? Mhmm. Mhmm. May I know when is the last time you cleared the cache or refreshed the TV for your device? Can can we try it again today, now, so we can check? Okay. Is it your TV? Can you turn on the TV now and check the application that you you said you were unable to access? Mhmm. And it's showing contents are not based in Australia. Okay. So mhmm. Can can you still remember the exact error message that it's saying? Mhmm. Mobile data. Okay. Okay. So I already take a note of the concern. And what we're going to do now is I'll escalate this one to the provisioning team for them to further check to investigate why some website may still be blocked or experiencing access issues. So our team will be reaching out to the relevant providers. Today, they request that the IP address be unblocked where necessary. We will continue coordinating with them, and we'll provide you with an update once we receive further information. Is it okay if I if I'll update you via email instead regarding this, or do you want me to call you again if ever? Mhmm. Thank you. Mhmm. Yes. So at this stage, the provisioning team will be investigating the issue. And, unfortunately, we cannot provide the precise estimated time for resolution as of this moment. Yeah. Yeah. I'm sorry? So I'm not sure yet because they were still coordinated first to the back end team, but I'll provide updates immediately as soon as further information becomes available. Mhmm. Yeah. So while we are unable to give an exact time frame, please be assured that resolving the issues this issue is being treated as urgent. Yeah. Mhmm. Yeah. We understood. Yeah. Actually, you're mhmm. You're not the one who are who is still experiencing this issue. That's why we're currently investigating it still, why some addresses still have an limitation about the IP. Mhmm. Okay. So mhmm. Anything else? Mhmm. Yeah. So I'm the one who will call you back. Mhmm. Yeah. Okay. Thank you. Bye for now. 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Good afternoon. This is Maureen from Ertel tech support. How can I assist you today? Okay.\n\nMhmm. Yeah. I see. Mhmm. Okay.\n\nMay I know your full name, please, for me to check your account? Mhmm. Okay. Mhmm. May I know where did you raise a ticket or the number you called?\n\nBecause upon checking on the records, this is the first time that you reached to us reached out to us. Okay. Have you spoke with other representative before me, or this is the first time? Okay. I see.\n\nSo I think the issue you are referring is about the KU IP location. So according to the back end team, the KU IP location has now been resolved, but there's mhmm. Mhmm. Yeah. Mhmm.\n\nMhmm. Can okay. I see. Are you able to run a speed test right now while we're on the phone? Mhmm.\n\nOkay. Just type in the speedtest.net. It is the speed test byocular.net. Mhmm. Then once the test is completed, please check the result and confirm if the country is showing Australia instead of the UN.\n\nMhmm. Mhmm. Because according to the back end team, the IP address mismatch has been successfully resolved, but we still have some customer who was unable to access some TV streaming channel and some website. Mhmm. Okay.\n\nSo that means you're getting the correct speed test. How about the country the location? Is it showing the correct one? It's instead of US? Mhmm.\n\nMhmm. May I know when is the last time you cleared the cache or refreshed the TV for your device? Can can we try it again today, now, so we can check? Okay. Is it your TV?\n\nCan you turn on the TV now and check the application that you you said you were unable to access? Mhmm. And it's showing contents are not based in Australia. Okay. So mhmm.\n\nCan can you still remember the exact error message that it's saying? Mhmm. Mobile data. Okay. Okay.\n\nSo I already take a note of the concern. And what we're going to do now is I'll escalate this one to the provisioning team for them to further check to investigate why some website may still be blocked or experiencing access issues. So our team will be reaching out to the relevant providers. Today, they request that the IP address be unblocked where necessary. We will continue coordinating with them, and we'll provide you with an update once we receive further information.\n\nIs it okay if I if I'll update you via email instead regarding this, or do you want me to call you again if ever? Mhmm. Thank you. Mhmm. Yes.\n\nSo at this stage, the provisioning team will be investigating the issue. And, unfortunately, we cannot provide the precise estimated time for resolution as of this moment. Yeah. Yeah. I'm sorry?\n\nSo I'm not sure yet because they were still coordinated first to the back end team, but I'll provide updates immediately as soon as further information becomes available. Mhmm. Yeah. So while we are unable to give an exact time frame, please be assured that resolving the issues this issue is being treated as urgent. Yeah.\n\nMhmm. Yeah. We understood. Yeah. Actually, you're mhmm.\n\nYou're not the one who are who is still experiencing this issue. That's why we're currently investigating it still, why some addresses still have an limitation about the IP. Mhmm. Okay. So mhmm.\n\nAnything else? Mhmm. Yeah. So I'm the one who will call you back. Mhmm.\n\nYeah. Okay. Thank you. Bye for now. You have a great one.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.08,"end":2.56,"sentiment":"neutral","sentiment_score":0.12714290618896484},{"text":"Good afternoon.","start":2.56,"end":3.36,"sentiment":"neutral","sentiment_score":0.3231511861085892},{"text":"This is Maureen from Ertel tech support.","start":3.36,"end":6.02,"sentiment":"neutral","sentiment_score":0.2847493439912796},{"text":"How can I assist you today?","start":6.48,"end":7.94,"sentiment":"neutral","sentiment_score":0.2916710823774338},{"text":"Okay.","start":18.045,"end":18.545,"sentiment":"neutral","sentiment_score":-0.30043840408325195}],"sentiment":"neutral","sentiment_score":0.248016398619203,"num_words":17,"start":2.08,"end":18.545},{"sentences":[{"text":"Mhmm.","start":49.565,"end":50.065,"sentiment":"neutral","sentiment_score":-0.2598990499973297},{"text":"Yeah.","start":62.089996,"end":62.124996,"sentiment":"neutral","sentiment_score":-0.03770728781819344},{"text":"I 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number you called?","start":84.564995,"end":89.66,"sentiment":"neutral","sentiment_score":-0.004559295385011605}],"sentiment":"neutral","sentiment_score":0.014364440304537615,"num_words":30,"start":72.405,"end":89.66},{"sentences":[{"text":"Because upon checking on the records, this is the first time that you reached to us reached out to us.","start":89.66,"end":97.04,"sentiment":"neutral","sentiment_score":-0.06501029022037982},{"text":"Okay.","start":134.58499,"end":135.08499,"sentiment":"neutral","sentiment_score":-0.060300447046756744},{"text":"Have you spoke with other representative before me, or this is the first time?","start":136.265,"end":141.165,"sentiment":"neutral","sentiment_score":-0.04848317482641765},{"text":"Okay.","start":152.61,"end":152.93001,"sentiment":"neutral","sentiment_score":-0.023627139627933506},{"text":"I see.","start":152.93001,"end":153.525,"sentiment":"neutral","sentiment_score":-0.022084313444793224}],"sentiment":"neutral","sentiment_score":-0.0554491175142558,"num_words":38,"start":89.66,"end":153.525},{"sentences":[{"text":"So I think the issue you are referring is about the KU IP location.","start":153.845,"end":158.345,"sentiment":"neutral","sentiment_score":-0.08795902558735438},{"text":"So according to the back end team, the KU IP location has now been resolved, but there's mhmm.","start":160.245,"end":169.22,"sentiment":"neutral","sentiment_score":-0.05809181018008126},{"text":"Mhmm.","start":171.28,"end":171.78,"sentiment":"neutral","sentiment_score":-0.07824552059173584},{"text":"Yeah.","start":172.56,"end":173.06,"sentiment":"neutral","sentiment_score":-0.13766615092754364},{"text":"Mhmm.","start":180.8,"end":181.3,"sentiment":"neutral","sentiment_score":-0.1360292285680771}],"sentiment":"neutral","sentiment_score":-0.07511485261576516,"num_words":35,"start":153.845,"end":181.3},{"sentences":[{"text":"Mhmm.","start":209.25,"end":209.565,"sentiment":"neutral","sentiment_score":-0.03799138963222504},{"text":"Can okay.","start":211.005,"end":212.445,"sentiment":"neutral","sentiment_score":0.017246991395950317},{"text":"I see.","start":212.445,"end":213.105,"sentiment":"neutral","sentiment_score":0.04472695663571358},{"text":"Are you able to run a speed test right now while we're on the phone?","start":213.325,"end":217.585,"sentiment":"neutral","sentiment_score":0.06278753069539865},{"text":"Mhmm.","start":221.88501,"end":222.38501,"sentiment":"neutral","sentiment_score":0.036439407616853714}],"sentiment":"neutral","sentiment_score":0.050676613070425536,"num_words":21,"start":209.25,"end":222.38501},{"sentences":[{"text":"Okay.","start":225.63,"end":226.13,"sentiment":"neutral","sentiment_score":0.06420831382274628},{"text":"Just type in the speedtest.net.","start":226.35,"end":229.01001,"sentiment":"neutral","sentiment_score":0.048437128961086276},{"text":"It is the speed test byocular.net.","start":229.47,"end":236.53,"sentiment":"neutral","sentiment_score":0.04025578871369362},{"text":"Mhmm.","start":236.75,"end":237.25,"sentiment":"neutral","sentiment_score":0.023458607494831085},{"text":"Then once the test is completed, please check the result and confirm if the country is showing Australia instead of the UN.","start":248.75499,"end":258.44,"sentiment":"neutral","sentiment_score":-0.00018235406076366252}],"sentiment":"neutral","sentiment_score":0.016210728830524854,"num_words":35,"start":225.63,"end":258.44},{"sentences":[{"text":"Mhmm.","start":260.98,"end":261.48,"sentiment":"neutral","sentiment_score":-0.03341171145439148},{"text":"Mhmm.","start":264.1,"end":264.6,"sentiment":"neutral","sentiment_score":-0.0388571172952652},{"text":"Because according to the back end team, the IP address mismatch has been successfully resolved, but we still have some customer who was unable to access some TV streaming channel and some website.","start":272.855,"end":286.69,"sentiment":"neutral","sentiment_score":-0.2981421532052936},{"text":"Mhmm.","start":290.83,"end":291.33,"sentiment":"neutral","sentiment_score":-0.010737674310803412},{"text":"Okay.","start":309.015,"end":309.515,"sentiment":"neutral","sentiment_score":0.0452151745557785}],"sentiment":"neutral","sentiment_score":-0.2669319563318749,"num_words":37,"start":260.98,"end":309.515},{"sentences":[{"text":"So that means you're getting the correct speed test.","start":309.575,"end":312.57,"sentiment":"neutral","sentiment_score":0.08516855206754473},{"text":"How about the country the location?","start":312.57,"end":314.66998,"sentiment":"neutral","sentiment_score":0.042190470111866794},{"text":"Is it showing the correct one?","start":315.21,"end":317.07,"sentiment":"neutral","sentiment_score":0.017682745742301147},{"text":"It's instead of US?","start":317.13,"end":318.75,"sentiment":"neutral","sentiment_score":-0.012288933852687478},{"text":"Mhmm.","start":322.09,"end":322.59,"sentiment":"neutral","sentiment_score":-0.06474153697490692}],"sentiment":"neutral","sentiment_score":0.038917653513355896,"num_words":26,"start":309.575,"end":322.59},{"sentences":[{"text":"Mhmm.","start":347.18,"end":347.26,"sentiment":"neutral","sentiment_score":-0.0054489681497216225},{"text":"May I know when is the last time you cleared the cache or refreshed the TV for your device?","start":347.26,"end":355.28,"sentiment":"neutral","sentiment_score":-0.021097710993337005},{"text":"Can can we try it again today, now, so we can check?","start":361.36502,"end":368.345,"sentiment":"neutral","sentiment_score":0.08499385261287291},{"text":"Okay.","start":381.58,"end":382.005,"sentiment":"neutral","sentiment_score":-0.023544814437627792},{"text":"Is it your TV?","start":383.365,"end":384.665,"sentiment":"neutral","sentiment_score":-0.005229300120845437}],"sentiment":"neutral","sentiment_score":0.015382668632711913,"num_words":37,"start":347.18,"end":384.665},{"sentences":[{"text":"Can you turn on the TV now and check the application that you you said you were unable to access?","start":388.725,"end":396.585,"sentiment":"neutral","sentiment_score":-0.06201268620789051},{"text":"Mhmm.","start":401.16,"end":401.66,"sentiment":"neutral","sentiment_score":-0.035243451595306396},{"text":"And it's showing contents are not based in Australia.","start":405.0,"end":410.62,"sentiment":"neutral","sentiment_score":-0.17637347098853853},{"text":"Okay.","start":411.36502,"end":411.86502,"sentiment":"neutral","sentiment_score":-0.13107647001743317},{"text":"So mhmm.","start":411.92502,"end":422.405,"sentiment":"neutral","sentiment_score":-0.13093307986855507}],"sentiment":"neutral","sentiment_score":-0.09866063770922748,"num_words":33,"start":388.725,"end":422.405},{"sentences":[{"text":"Can can you still remember the exact error message that it's saying?","start":422.405,"end":428.50998,"sentiment":"neutral","sentiment_score":-0.12383471491436164},{"text":"Mhmm.","start":460.72,"end":461.2,"sentiment":"neutral","sentiment_score":-0.057655226439237595},{"text":"Mobile data.","start":461.2,"end":462.18,"sentiment":"neutral","sentiment_score":-0.10126994550228119},{"text":"Okay.","start":474.595,"end":475.095,"sentiment":"neutral","sentiment_score":-0.1528301239013672},{"text":"Okay.","start":496.195,"end":496.695,"sentiment":"neutral","sentiment_score":-0.287553071975708}],"sentiment":"neutral","sentiment_score":-0.1286232289584244,"num_words":17,"start":422.405,"end":496.695},{"sentences":[{"text":"So I already take a note of the concern.","start":501.475,"end":508.615,"sentiment":"neutral","sentiment_score":-0.21144096222188738},{"text":"And what we're going to do now is I'll escalate this one to the provisioning team for them to further check to investigate why some website may still be blocked or experiencing access issues.","start":511.78,"end":524.68,"sentiment":"neutral","sentiment_score":-0.2188059602151899},{"text":"So our team will be reaching out to the relevant providers.","start":525.52496,"end":529.065,"sentiment":"neutral","sentiment_score":0.0012980494648218155},{"text":"Today, they request that the IP address be unblocked where necessary.","start":529.845,"end":533.625,"sentiment":"neutral","sentiment_score":0.010730748276480219},{"text":"We will continue coordinating with them, and we'll provide you with an update once we receive further information.","start":534.645,"end":540.71,"sentiment":"neutral","sentiment_score":0.09359056999286015}],"sentiment":"neutral","sentiment_score":-0.09066776231671851,"num_words":83,"start":501.475,"end":540.71},{"sentences":[{"text":"Is it okay if I if I'll update you via email instead regarding this, or do you want me to call you again if ever?","start":541.17004,"end":549.27,"sentiment":"neutral","sentiment_score":0.08831929687410593},{"text":"Mhmm.","start":549.525,"end":550.025,"sentiment":"neutral","sentiment_score":-0.01970139890909195},{"text":"Thank you.","start":558.965,"end":559.705,"sentiment":"neutral","sentiment_score":-0.10090881586074829},{"text":"Mhmm.","start":563.28503,"end":563.78503,"sentiment":"neutral","sentiment_score":-0.05682268738746643},{"text":"Yes.","start":572.73,"end":573.21,"sentiment":"neutral","sentiment_score":-0.0025362111628055573}],"sentiment":"neutral","sentiment_score":0.06423681642239293,"num_words":30,"start":541.17004,"end":573.21},{"sentences":[{"text":"So at this stage, the provisioning team will be investigating the issue.","start":573.21,"end":579.87,"sentiment":"neutral","sentiment_score":-0.07707664153228204},{"text":"And, unfortunately, we cannot provide the precise estimated time for resolution as of this moment.","start":580.265,"end":588.025,"sentiment":"neutral","sentiment_score":-0.31751468976338704},{"text":"Yeah.","start":588.025,"end":588.525,"sentiment":"neutral","sentiment_score":-0.048338428139686584},{"text":"Yeah.","start":590.105,"end":590.605,"sentiment":"neutral","sentiment_score":-0.050882697105407715},{"text":"I'm sorry?","start":594.105,"end":594.765,"sentiment":"neutral","sentiment_score":-0.07642889022827148}],"sentiment":"neutral","sentiment_score":-0.191603837114188,"num_words":31,"start":573.21,"end":594.765},{"sentences":[{"text":"So I'm not sure yet because they were still coordinated first to the back end team, but I'll provide updates immediately as soon as further information becomes available.","start":602.87,"end":619.74506,"sentiment":"neutral","sentiment_score":-0.06026899641645806},{"text":"Mhmm.","start":622.92505,"end":623.42505,"sentiment":"neutral","sentiment_score":-0.001505325548350811},{"text":"Yeah.","start":624.11,"end":624.58997,"sentiment":"neutral","sentiment_score":-0.008685145527124405},{"text":"So while we are unable to give an exact time frame, please be assured that resolving the issues this issue is being treated as urgent.","start":624.58997,"end":633.49,"sentiment":"neutral","sentiment_score":-0.14133616730570794},{"text":"Yeah.","start":636.35,"end":636.85,"sentiment":"neutral","sentiment_score":-0.08493229746818542}],"sentiment":"neutral","sentiment_score":-0.09492962233655687,"num_words":56,"start":602.87,"end":636.85},{"sentences":[{"text":"Mhmm.","start":638.475,"end":638.975,"sentiment":"negative","sentiment_score":-0.3623761534690857},{"text":"Yeah.","start":641.27496,"end":641.675,"sentiment":"neutral","sentiment_score":-0.16654720902442932},{"text":"We understood.","start":641.675,"end":642.33496,"sentiment":"neutral","sentiment_score":-0.18697594851255417},{"text":"Yeah.","start":647.27496,"end":647.595,"sentiment":"neutral","sentiment_score":-0.0640246793627739},{"text":"Actually, you're mhmm.","start":647.595,"end":649.615,"sentiment":"neutral","sentiment_score":-0.11070465296506882}],"sentiment":"neutral","sentiment_score":-0.16237673722207546,"num_words":8,"start":638.475,"end":649.615},{"sentences":[{"text":"You're not the one who are who is still experiencing this issue.","start":650.31995,"end":654.74,"sentiment":"neutral","sentiment_score":-0.2824595881005128},{"text":"That's why we're currently investigating it still, why some addresses still have an limitation about the IP.","start":655.51996,"end":667.095,"sentiment":"neutral","sentiment_score":-0.2837255448102951},{"text":"Mhmm.","start":669.955,"end":670.455,"sentiment":"neutral","sentiment_score":-0.032512564212083817},{"text":"Okay.","start":672.195,"end":672.515,"sentiment":"neutral","sentiment_score":-0.020949050784111023},{"text":"So mhmm.","start":672.515,"end":677.15497,"sentiment":"neutral","sentiment_score":-0.021043349988758564}],"sentiment":"neutral","sentiment_score":-0.2517696252713601,"num_words":33,"start":650.31995,"end":677.15497},{"sentences":[{"text":"Anything else?","start":677.15497,"end":678.24,"sentiment":"neutral","sentiment_score":-0.032562156207859516},{"text":"Mhmm.","start":684.08,"end":684.24,"sentiment":"neutral","sentiment_score":-0.06857836246490479},{"text":"Yeah.","start":684.24,"end":684.74,"sentiment":"neutral","sentiment_score":-0.02373459003865719},{"text":"So I'm the one who will call you back.","start":685.2,"end":687.52,"sentiment":"neutral","sentiment_score":-0.0583949267036385},{"text":"Mhmm.","start":687.52,"end":688.02,"sentiment":"neutral","sentiment_score":-0.008656785823404789}],"sentiment":"neutral","sentiment_score":-0.04940345650538802,"num_words":14,"start":677.15497,"end":688.02},{"sentences":[{"text":"Yeah.","start":690.39996,"end":690.89996,"sentiment":"neutral","sentiment_score":0.1281977891921997},{"text":"Okay.","start":691.0749,"end":691.3949,"sentiment":"neutral","sentiment_score":0.15268105268478394},{"text":"Thank you.","start":691.3949,"end":692.0349,"sentiment":"neutral","sentiment_score":0.2038111910223961},{"text":"Bye for now.","start":692.0349,"end":693.0949,"sentiment":"neutral","sentiment_score":0.11744771401087443},{"text":"You have a great one.","start":694.5949,"end":695.8949,"sentiment":"positive","sentiment_score":0.6872883662581444}],"sentiment":"positive","sentiment_score":0.37310718310376007,"num_words":12,"start":690.39996,"end":695.8949}]}}]},{"alternatives":[{"transcript":"Yes, please. I've had a lot of problems for the last week and a bit since you've done an update. And I've sent lots of support emails and all sorts of things, and I'm getting no no good response, and I still have the same problem. So yeah. I need help because I can't I can't access my Paramount, and I can't access the the Netflix comes up with funny comments every now and then, and I can't get the SBS on and the iView and the seven plus and all of those. So yep. And this is since yeah. And since they did that upgrade, not this Saturday, but the last Saturday. My name is Lillian Astori, a s t o, o o, I. No. Not at all. I've I've sent many I've sent at least three through your support on your website that's boosted the support and three emails. They have responded to one, but on the March 5, but that's not it hasn't resolved anything. We've done what we said, what they've asked us to do, and it still doesn't work. And there's other people in my building that are having the same problem as well, so I know it's not just me. This is the first time I've spoken to anyone. I've just used what was on the website for help. No. But it's not it's not. I mean, what they keep saying that, and it's just not I can't I still can't get Paramount. We've done all that they've asked us to do. We've deleted the history and cache. We've unplugged plugged the router several times. And if you look up when we look up the the the IP locations and whatever, it's still saying it it still thinks that we're logging in from America in all different states in America. Not from Australia. A speed test. Yeah. So alright. You have to guide me again. Yep. Speed test dot net. Yeah. And yep. So there's a Tel Australia, and I'll just go connecting. It is now. It's saying Telstra plus three more Sydney. It's doing a speed test at the moment. So down Yeah. Well, okay. So okay. So it's saying down is twenty six point nine three and up is two point one nine. It yeah. It's showing Telstra it's showing Telstra Sydney, but it's I'm still having the issue with with Paramount and with the the live streaming, the SBS on, the iView ABC iView, the seven plus, and the nine now, and the ten one. So Weekends. Weekends. I'm well, I didn't I'm not sure how to do it. It is a friend of mine that was over. Unless she can guide me, I'm not sure how to do it. Yep. Well, I I did I've just done that. I've just done that before I called you. Yep. It's it's it's not allowing me to to log in. It's not allowing me to it's not accepting it. Let me go and see that. Paramount. Yeah. It doesn't accept. So I go Paramount Plus, and it doesn't accept my email and password. And then if I do it on the phone, it does. If I do it through, you know let me call it. Through I put the Bluetooth on instead of, yeah, my bad data, then it then it I can connect. But then when I go back to the Wi Fi, it doesn't allow me. So it just says so then I I go to sign in, and I push sign in. And then I I say on my TV, use your email and password. So so either and then I do the email and password, try to sign in, and it says it's the wrong everything's wrong. Yeah. It's not it it's it's like I'm not hearing me. Yes, please. I'd I'd it's probably it's probably well, both, really. If you if you can't get through calling me, then send email anyway. But what I'm so how soon will this be attended to, I guess, is what I'm asking. Mhmm. But, I mean, like, when will they be on to it? When when will they get when when can they start looking at it? Alright then. Thank you. Appreciate that because it's been over a week now, and it's so frustrating. Okay. And it's it's right down, it's other people in my building as well in this complex. I'm in an apartment complex. Yes. Okay. Okay. No. So you someone will call me back and and then and okay. Alright. Thank you. 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please. I've had a lot of problems for the last week and a bit since you've done an update. And I've sent lots of support emails and all sorts of things, and I'm getting no no good response, and I still have the same problem. So yeah. I need help because I can't I can't access my Paramount, and I can't access the the Netflix comes up with funny comments every now and then, and I can't get the SBS on and the iView and the seven plus and all of those.\n\nSo yep. And this is since yeah. And since they did that upgrade, not this Saturday, but the last Saturday. My name is Lillian Astori, a s t o, o o, I. No.\n\nNot at all. I've I've sent many I've sent at least three through your support on your website that's boosted the support and three emails. They have responded to one, but on the March 5, but that's not it hasn't resolved anything. We've done what we said, what they've asked us to do, and it still doesn't work. And there's other people in my building that are having the same problem as well, so I know it's not just me.\n\nThis is the first time I've spoken to anyone. I've just used what was on the website for help. No. But it's not it's not. I mean, what they keep saying that, and it's just not I can't I still can't get Paramount.\n\nWe've done all that they've asked us to do. We've deleted the history and cache. We've unplugged plugged the router several times. And if you look up when we look up the the the IP locations and whatever, it's still saying it it still thinks that we're logging in from America in all different states in America. Not from Australia.\n\nA speed test. Yeah. So alright. You have to guide me again. Yep.\n\nSpeed test dot net. Yeah. And yep. So there's a Tel Australia, and I'll just go connecting. It is now.\n\nIt's saying Telstra plus three more Sydney. It's doing a speed test at the moment. So down Yeah. Well, okay. So okay.\n\nSo it's saying down is twenty six point nine three and up is two point one nine. It yeah. It's showing Telstra it's showing Telstra Sydney, but it's I'm still having the issue with with Paramount and with the the live streaming, the SBS on, the iView ABC iView, the seven plus, and the nine now, and the ten one. So Weekends. Weekends.\n\nI'm well, I didn't I'm not sure how to do it. It is a friend of mine that was over. Unless she can guide me, I'm not sure how to do it. Yep. Well, I I did I've just done that.\n\nI've just done that before I called you. Yep. It's it's it's not allowing me to to log in. It's not allowing me to it's not accepting it. Let me go and see that.\n\nParamount. Yeah. It doesn't accept. So I go Paramount Plus, and it doesn't accept my email and password. And then if I do it on the phone, it does.\n\nIf I do it through, you know let me call it. Through I put the Bluetooth on instead of, yeah, my bad data, then it then it I can connect. But then when I go back to the Wi Fi, it doesn't allow me. So it just says so then I I go to sign in, and I push sign in. And then I I say on my TV, use your email and password.\n\nSo so either and then I do the email and password, try to sign in, and it says it's the wrong everything's wrong. Yeah. It's not it it's it's like I'm not hearing me. Yes, please. I'd I'd it's probably it's probably well, both, really.\n\nIf you if you can't get through calling me, then send email anyway. But what I'm so how soon will this be attended to, I guess, is what I'm asking. Mhmm. But, I mean, like, when will they be on to it? When when will they get when when can they start looking at it?\n\nAlright then. Thank you. Appreciate that because it's been over a week now, and it's so frustrating. Okay. And it's it's right down, it's other people in my building as well in this complex.\n\nI'm in an apartment complex. Yes. Okay. Okay. No.\n\nSo you someone will call me back and and then and okay. Alright. Thank you. Bye.","paragraphs":[{"sentences":[{"text":"Yes, please.","start":9.12,"end":9.92,"sentiment":"neutral","sentiment_score":0.009182177484035492},{"text":"I've had a lot of problems for the last week and a bit since you've done an update.","start":9.92,"end":16.994999,"sentiment":"neutral","sentiment_score":-0.3226691211263339},{"text":"And I've sent lots of support emails and all sorts of things, and I'm getting no no good response, and I still have the same problem.","start":18.015,"end":30.89,"sentiment":"negative","sentiment_score":-0.45160940977243275},{"text":"So yeah.","start":34.39,"end":38.065002,"sentiment":"neutral","sentiment_score":-0.2251303642988205},{"text":"I need help because I can't I can't access my Paramount, and I can't access the the Netflix comes up with funny comments every now and then, and I can't get the SBS on and the iView and the seven plus and all of those.","start":38.065002,"end":60.170002,"sentiment":"negative","sentiment_score":-0.36609439386261833}],"sentiment":"negative","sentiment_score":-0.3704949777613404,"num_words":93,"start":9.12,"end":60.170002},{"sentences":[{"text":"So yep.","start":60.23,"end":61.93,"sentiment":"neutral","sentiment_score":-0.11215815320611},{"text":"And this is since yeah.","start":62.31,"end":64.63,"sentiment":"neutral","sentiment_score":-0.0601715125143528},{"text":"And since they did that upgrade, not this Saturday, but the last Saturday.","start":64.63,"end":69.284996,"sentiment":"neutral","sentiment_score":-0.11670717940880702},{"text":"My name is Lillian Astori, a s t o, o o, I.","start":76.384995,"end":82.08,"sentiment":"neutral","sentiment_score":0.01109707149832199},{"text":"No.","start":97.805,"end":98.125,"sentiment":"neutral","sentiment_score":-0.2583148181438446}],"sentiment":"neutral","sentiment_score":-0.06568233822613503,"num_words":33,"start":60.23,"end":98.125},{"sentences":[{"text":"Not at all.","start":98.125,"end":99.025,"sentiment":"neutral","sentiment_score":-0.26835934321085614},{"text":"I've I've sent many I've sent at least three through your support on your website that's boosted the support and three emails.","start":100.765,"end":115.090004,"sentiment":"neutral","sentiment_score":-0.20579674501310696},{"text":"They have responded to one, but on the March 5, but that's not it hasn't resolved anything.","start":115.79,"end":121.87,"sentiment":"negative","sentiment_score":-0.34995734691619873},{"text":"We've done what we said, what they've asked us to do, and it still doesn't work.","start":121.87,"end":126.425,"sentiment":"negative","sentiment_score":-0.48918057419359684},{"text":"And there's other people in my building that are having the same problem as well, so I know it's not just me.","start":126.805,"end":132.66501,"sentiment":"negative","sentiment_score":-0.3390274562618949}],"sentiment":"neutral","sentiment_score":-0.3320921817794442,"num_words":80,"start":98.125,"end":132.66501},{"sentences":[{"text":"This is the first time I've spoken to anyone.","start":141.48,"end":143.98,"sentiment":"neutral","sentiment_score":-0.14296633501847586},{"text":"I've just used what was on the website for help.","start":144.12,"end":151.035,"sentiment":"neutral","sentiment_score":-0.1203871339559555},{"text":"No.","start":167.54,"end":167.7,"sentiment":"neutral","sentiment_score":-0.10011465847492218},{"text":"But it's not it's not.","start":167.7,"end":171.48,"sentiment":"neutral","sentiment_score":-0.1848627045750618},{"text":"I mean, what they keep saying that, and it's just not I can't I still can't get Paramount.","start":171.54,"end":176.68,"sentiment":"neutral","sentiment_score":-0.325211224042707}],"sentiment":"neutral","sentiment_score":-0.21787903648476267,"num_words":43,"start":141.48,"end":176.68},{"sentences":[{"text":"We've done all that they've asked us to do.","start":177.69499,"end":180.11499,"sentiment":"neutral","sentiment_score":-0.2813919385274251},{"text":"We've deleted the history and cache.","start":182.33499,"end":185.31499,"sentiment":"neutral","sentiment_score":-0.2782820885380109},{"text":"We've unplugged plugged the router several times.","start":185.935,"end":189.075,"sentiment":"neutral","sentiment_score":-0.20072172369275773},{"text":"And if you look up when we look up the the the IP locations and whatever, it's still saying it it still thinks that we're logging in from America in all different states in America.","start":190.77,"end":208.005,"sentiment":"neutral","sentiment_score":-0.2637581237724849},{"text":"Not from Australia.","start":210.065,"end":211.125,"sentiment":"neutral","sentiment_score":-0.07477191090583801}],"sentiment":"neutral","sentiment_score":-0.251052035142978,"num_words":60,"start":177.69499,"end":211.125},{"sentences":[{"text":"A speed test.","start":220.145,"end":221.205,"sentiment":"neutral","sentiment_score":0.02365768390397231},{"text":"Yeah.","start":221.78,"end":222.28,"sentiment":"neutral","sentiment_score":0.04173783212900162},{"text":"So alright.","start":222.34,"end":222.98,"sentiment":"neutral","sentiment_score":0.05423213541507721},{"text":"You have to guide me again.","start":222.98,"end":224.6,"sentiment":"neutral","sentiment_score":0.03526406486829122},{"text":"Yep.","start":230.1,"end":230.6,"sentiment":"neutral","sentiment_score":0.05032671242952347}],"sentiment":"neutral","sentiment_score":0.037160481254641824,"num_words":13,"start":220.145,"end":230.6},{"sentences":[{"text":"Speed test dot net.","start":232.9,"end":236.22499,"sentiment":"neutral","sentiment_score":0.02825132943689823},{"text":"Yeah.","start":237.08499,"end":237.58499,"sentiment":"neutral","sentiment_score":0.03343990817666054},{"text":"And yep.","start":238.525,"end":239.825,"sentiment":"neutral","sentiment_score":0.023132581263780594},{"text":"So there's a Tel Australia, and I'll just go connecting.","start":239.885,"end":247.105,"sentiment":"neutral","sentiment_score":0.017489243391901256},{"text":"It is now.","start":258.68,"end":259.96,"sentiment":"neutral","sentiment_score":-0.029723001023133595}],"sentiment":"neutral","sentiment_score":0.01392169096507132,"num_words":20,"start":232.9,"end":259.96},{"sentences":[{"text":"It's saying Telstra plus three more Sydney.","start":259.96,"end":262.78,"sentiment":"neutral","sentiment_score":-0.04426182221089091},{"text":"It's doing a speed test at the moment.","start":263.86502,"end":266.605,"sentiment":"neutral","sentiment_score":-0.04965760465711355},{"text":"So down Yeah.","start":268.905,"end":289.9,"sentiment":"neutral","sentiment_score":-0.06383880227804184},{"text":"Well, okay.","start":290.03998,"end":291.565,"sentiment":"neutral","sentiment_score":-0.01822834648191929},{"text":"So okay.","start":291.70502,"end":292.525,"sentiment":"neutral","sentiment_score":0.016780201345682144}],"sentiment":"neutral","sentiment_score":-0.0409775586290793,"num_words":22,"start":259.96,"end":292.525},{"sentences":[{"text":"So it's saying down is twenty six point nine three and up is two point one nine.","start":293.385,"end":303.405,"sentiment":"neutral","sentiment_score":-0.021868134684422436},{"text":"It yeah.","start":316.13,"end":318.105,"sentiment":"neutral","sentiment_score":0.007075284607708454},{"text":"It's showing Telstra it's showing Telstra Sydney, but it's I'm still having the issue with with Paramount and with the the live streaming, the SBS on, the iView ABC iView, the seven plus, and the nine now, and the ten one.","start":318.105,"end":344.69998,"sentiment":"neutral","sentiment_score":-0.2095611883191074},{"text":"So Weekends.","start":344.69998,"end":355.835,"sentiment":"neutral","sentiment_score":-0.014108503703027964},{"text":"Weekends.","start":356.215,"end":356.715,"sentiment":"neutral","sentiment_score":0.005609672050923109}],"sentiment":"neutral","sentiment_score":-0.14241625042632222,"num_words":63,"start":293.385,"end":356.715},{"sentences":[{"text":"I'm well, I didn't I'm not sure how to do it.","start":370.15997,"end":373.12,"sentiment":"negative","sentiment_score":-0.364755091342059},{"text":"It is a friend of mine that was over.","start":373.12,"end":375.755,"sentiment":"neutral","sentiment_score":-0.23748957282967037},{"text":"Unless she can guide me, I'm not sure how to do it.","start":375.815,"end":379.755,"sentiment":"neutral","sentiment_score":-0.31628667439023656},{"text":"Yep.","start":385.655,"end":386.155,"sentiment":"neutral","sentiment_score":-0.0004452889261301607},{"text":"Well, I I did I've just done that.","start":397.41998,"end":400.24,"sentiment":"neutral","sentiment_score":-0.035608294885605574}],"sentiment":"neutral","sentiment_score":-0.24952350977862187,"num_words":41,"start":370.15997,"end":400.24},{"sentences":[{"text":"I've just done that before I called you.","start":401.58,"end":403.68,"sentiment":"neutral","sentiment_score":-0.08693873509764671},{"text":"Yep.","start":407.925,"end":408.425,"sentiment":"neutral","sentiment_score":-0.144558846950531},{"text":"It's it's it's not allowing me to to log in.","start":412.485,"end":416.885,"sentiment":"negative","sentiment_score":-0.4798855185508728},{"text":"It's not allowing me to it's not accepting it.","start":416.885,"end":420.82,"sentiment":"negative","sentiment_score":-0.49216792318556046},{"text":"Let me go and see that.","start":430.88,"end":432.58002,"sentiment":"neutral","sentiment_score":-0.047834862023591995}],"sentiment":"neutral","sentiment_score":-0.30457189394270673,"num_words":34,"start":401.58,"end":432.58002},{"sentences":[{"text":"Paramount.","start":439.055,"end":439.215,"sentiment":"neutral","sentiment_score":-0.04687763378024101},{"text":"Yeah.","start":439.215,"end":439.535,"sentiment":"neutral","sentiment_score":-0.10447300225496292},{"text":"It doesn't accept.","start":439.535,"end":440.595,"sentiment":"neutral","sentiment_score":-0.28584814568360645},{"text":"So I go Paramount Plus, and it doesn't accept my email and password.","start":440.895,"end":447.315,"sentiment":"neutral","sentiment_score":-0.27629849314689636},{"text":"And then if I do it on the phone, it does.","start":448.62003,"end":453.52002,"sentiment":"neutral","sentiment_score":-0.12961630590937354}],"sentiment":"neutral","sentiment_score":-0.2078122361723719,"num_words":29,"start":439.055,"end":453.52002},{"sentences":[{"text":"If I do it through, you know let me call it.","start":454.22,"end":460.14,"sentiment":"neutral","sentiment_score":-0.12740938771854748},{"text":"Through I put the Bluetooth on instead of, yeah, my bad data, then it then it I can connect.","start":460.14,"end":467.58502,"sentiment":"neutral","sentiment_score":-0.09939231017702505},{"text":"But then when I go back to the Wi Fi, it doesn't allow me.","start":467.64502,"end":472.625,"sentiment":"neutral","sentiment_score":-0.2839987799525261},{"text":"So it just says so then I I go to sign in, and I push sign in.","start":473.64502,"end":478.79,"sentiment":"neutral","sentiment_score":-0.16966936167548685},{"text":"And then I I say on my TV, use your email and password.","start":479.49,"end":484.07,"sentiment":"neutral","sentiment_score":-0.21507972134993628}],"sentiment":"neutral","sentiment_score":-0.17495075140047717,"num_words":74,"start":454.22,"end":484.07},{"sentences":[{"text":"So so either and then I do the email and password, try to sign in, and it says it's the wrong everything's wrong.","start":485.65,"end":494.385,"sentiment":"neutral","sentiment_score":-0.32696862518787384},{"text":"Yeah.","start":495.48502,"end":495.64502,"sentiment":"neutral","sentiment_score":-0.19974160194396973},{"text":"It's not it it's it's like I'm not hearing me.","start":495.64502,"end":500.30502,"sentiment":"negative","sentiment_score":-0.49944068491458893},{"text":"Yes, please.","start":546.255,"end":549.075,"sentiment":"neutral","sentiment_score":0.07155395112931728},{"text":"I'd I'd it's probably it's probably well, both, really.","start":551.615,"end":558.03503,"sentiment":"neutral","sentiment_score":-0.08256310514277881}],"sentiment":"neutral","sentiment_score":-0.2958752638763852,"num_words":45,"start":485.65,"end":558.03503},{"sentences":[{"text":"If you if you can't get through calling me, then send email anyway.","start":558.41003,"end":562.51,"sentiment":"neutral","sentiment_score":-0.08167568321984547},{"text":"But what I'm so how soon will this be attended to, I guess, is what I'm asking.","start":562.89,"end":570.67004,"sentiment":"neutral","sentiment_score":-0.07208484235931845},{"text":"Mhmm.","start":586.02496,"end":586.52496,"sentiment":"neutral","sentiment_score":-0.19321057200431824},{"text":"But, I mean, like, when will they be on to it?","start":589.32,"end":591.98,"sentiment":"neutral","sentiment_score":-0.058534837920557366},{"text":"When when will they get when when can they start looking at it?","start":595.39996,"end":599.82,"sentiment":"neutral","sentiment_score":-0.07875822455837177}],"sentiment":"neutral","sentiment_score":-0.0754213983701034,"num_words":55,"start":558.41003,"end":599.82},{"sentences":[{"text":"Alright then.","start":621.64,"end":622.54004,"sentiment":"neutral","sentiment_score":0.011192361824214458},{"text":"Thank you.","start":634.615,"end":635.255,"sentiment":"neutral","sentiment_score":0.16594485193490982},{"text":"Appreciate that because it's been over a week now, and it's so frustrating.","start":635.255,"end":639.675,"sentiment":"neutral","sentiment_score":-0.28358276933431625},{"text":"Okay.","start":641.13,"end":641.45,"sentiment":"neutral","sentiment_score":-0.19538365304470065},{"text":"And it's it's right down, it's other people in my building as well in this complex.","start":641.45,"end":646.91003,"sentiment":"neutral","sentiment_score":-0.2061963640153408}],"sentiment":"neutral","sentiment_score":-0.20078903091523578,"num_words":34,"start":621.64,"end":646.91003},{"sentences":[{"text":"I'm in an apartment complex.","start":647.13,"end":649.07,"sentiment":"neutral","sentiment_score":-0.08246490433812141},{"text":"Yes.","start":669.00995,"end":669.50995,"sentiment":"neutral","sentiment_score":-0.04910975322127342},{"text":"Okay.","start":672.37,"end":672.87,"sentiment":"neutral","sentiment_score":-0.021487874910235405},{"text":"Okay.","start":674.13,"end":674.63,"sentiment":"neutral","sentiment_score":-0.016537917777895927},{"text":"No.","start":680.69,"end":681.19,"sentiment":"neutral","sentiment_score":-0.14174485206604004}],"sentiment":"neutral","sentiment_score":-0.07124499107400577,"num_words":9,"start":647.13,"end":681.19},{"sentences":[{"text":"So you someone will call me back and and then and okay.","start":681.25,"end":689.085,"sentiment":"neutral","sentiment_score":-0.10774333557734887},{"text":"Alright.","start":689.145,"end":689.625,"sentiment":"neutral","sentiment_score":0.12890920042991638},{"text":"Thank you.","start":689.625,"end":690.365,"sentiment":"neutral","sentiment_score":0.26811082661151886},{"text":"Bye.","start":693.785,"end":694.285,"sentiment":"positive","sentiment_score":0.376567006111145}],"sentiment":"neutral","sentiment_score":-0.015701385447755456,"num_words":16,"start":681.25,"end":694.285}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello. Good afternoon. This is Maureen from Ertel tech support. How can I assist you today?\n\nChannel 1: Yes, please. I've had a lot of problems for the last week and a bit since you've done an update. And\n\nChannel 0: Okay.\n\nChannel 1: I've sent lots of support emails and all sorts of things, and I'm getting no no good response, and I still have the same problem. So yeah. I need help because I can't I can't access my Paramount, and I can't access the the Netflix comes up with funny comments\n\nChannel 0: Mhmm.\n\nChannel 1: every now and then, and I can't get the SBS on and the iView and the seven plus and all of those. So yep.\n\nChannel 0: Yeah. I see.\n\nChannel 1: And\n\nChannel 0: Mhmm.\n\nChannel 1: this is since yeah. And since they did that upgrade, not this Saturday, but the last Saturday.\n\nChannel 0: Okay. May I know your full name, please, for me to check your account?\n\nChannel 1: My name is Lillian\n\nChannel 0: Mhmm.\n\nChannel 1: Astori, a\n\nChannel 0: Okay.\n\nChannel 1: s t o, o o, I.\n\nChannel 0: Mhmm. May I know where did you raise a ticket or the number you called? Because upon checking on the records, this is the first time that you reached to us reached out to us.\n\nChannel 1: No. Not at all. I've I've sent many I've sent at least three through your support on your website that's boosted the support and three emails. They have responded to one, but on the March 5, but that's not it hasn't resolved anything. We've done what we said, what they've asked us to do, and it still doesn't work.\n\nAnd there's other people in my building that are having the same problem as well, so I know it's not just me.\n\nChannel 0: Okay. Have you spoke with other representative before me, or this is the first time?\n\nChannel 1: This is the first time I've spoken to anyone. I've just used what was on the website for help.\n\nChannel 0: Okay. I see. So I think the issue you are referring is about the KU IP location. So according to the back end team, the KU IP location has now been resolved, but\n\nChannel 1: No. But\n\nChannel 0: there's\n\nChannel 1: it's\n\nChannel 0: mhmm.\n\nChannel 1: not it's not.\n\nChannel 0: Mhmm.\n\nChannel 1: I mean, what they\n\nChannel 0: Yeah.\n\nChannel 1: keep saying that, and it's just not I can't I still can't get Paramount. We've done all that they've asked us to do.\n\nChannel 0: Mhmm.\n\nChannel 1: We've deleted the history and cache. We've unplugged plugged the router several times. And if you look up when we look up the the the IP locations and whatever, it's still saying it it still thinks that we're logging in from America in all different states in America.\n\nChannel 0: Mhmm.\n\nChannel 1: Not from Australia.\n\nChannel 0: Can okay. I see. Are you able to run a speed test right now while we're on the phone?\n\nChannel 1: A speed test. Yeah.\n\nChannel 0: Mhmm.\n\nChannel 1: So alright. You have to guide me again.\n\nChannel 0: Okay. Just type in the speedtest.net. It is the speed\n\nChannel 1: Yep.\n\nChannel 0: test byocular.net.\n\nChannel 1: Speed test dot net.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah. And yep. So there's a Tel Australia, and I'll just go connecting.\n\nChannel 0: Then once the test is completed, please check the result and confirm if the country is showing Australia instead of the UN.\n\nChannel 1: It is now. It's saying Telstra\n\nChannel 0: Mhmm.\n\nChannel 1: plus three more Sydney. It's doing\n\nChannel 0: Mhmm.\n\nChannel 1: a speed test at the moment. So down\n\nChannel 0: Because according to the back end team, the IP address mismatch has been successfully resolved, but we still have some customer who was unable to access some TV streaming channel and some website.\n\nChannel 1: Yeah. Well,\n\nChannel 0: Mhmm.\n\nChannel 1: okay. So okay. So it's saying down is twenty six point nine three and up is two point one nine.\n\nChannel 0: Okay. So that means you're getting the correct speed test. How about the country the location? Is it showing the\n\nChannel 1: It\n\nChannel 0: correct one? It's instead\n\nChannel 1: yeah.\n\nChannel 0: of\n\nChannel 1: It's\n\nChannel 0: US?\n\nChannel 1: showing Telstra it's showing Telstra Sydney, but\n\nChannel 0: Mhmm.\n\nChannel 1: it's I'm still having the issue with with Paramount and with the the live streaming, the SBS on, the iView ABC iView, the seven plus, and the nine now, and the ten one. So\n\nChannel 0: Mhmm. May I know when is the last time you cleared the cache or refreshed the TV for your device?\n\nChannel 1: Weekends. Weekends.\n\nChannel 0: Can can we try it again today, now, so we can check?\n\nChannel 1: I'm well, I didn't I'm not sure how to do it. It is a friend of mine that was over. Unless she can guide me, I'm not sure how to do it.\n\nChannel 0: Okay. Is it your TV?\n\nChannel 1: Yep.\n\nChannel 0: Can you turn on the TV now and check the application that you you said you were unable to access?\n\nChannel 1: Well, I I did I've just done that.\n\nChannel 0: Mhmm.\n\nChannel 1: I've just done that before I called you.\n\nChannel 0: And it's showing contents\n\nChannel 1: Yep.\n\nChannel 0: are not based in Australia. Okay. So\n\nChannel 1: It's it's it's not allowing me to to log in. It's not allowing me to it's not accepting it.\n\nChannel 0: mhmm. Can can you still remember the exact error message that it's saying?\n\nChannel 1: Let me go and see that. Paramount. Yeah. It doesn't accept. So I go Paramount Plus, and it doesn't accept my email and password.\n\nAnd then if I do it on the phone, it does. If I do it through, you know let me call it. Through\n\nChannel 0: Mhmm.\n\nChannel 1: I put the\n\nChannel 0: Mobile\n\nChannel 1: Bluetooth\n\nChannel 0: data.\n\nChannel 1: on instead of, yeah, my bad data, then it then it I can connect. But then when I go back to the Wi Fi, it doesn't allow me. So it just says\n\nChannel 0: Okay.\n\nChannel 1: so then I I go to sign in, and I push sign in. And then I I say on my TV, use your email and password. So so either and then I do the email and password, try to sign in, and it says it's the wrong everything's wrong. Yeah. It's not\n\nChannel 0: Okay.\n\nChannel 1: it it's it's like I'm not hearing me.\n\nChannel 0: So I already take a note of the concern. And what we're going to do now is I'll escalate this one to the provisioning team for them to further check to investigate why some website may still be blocked or experiencing access issues. So our team will be reaching out to the relevant providers. Today, they request that the IP address be unblocked where necessary. We will continue coordinating with them, and we'll provide you with an update once we receive further information.\n\nIs it okay if I if I'll update you via email instead regarding\n\nChannel 1: Yes,\n\nChannel 0: this, or do you want me to call you again if\n\nChannel 1: please.\n\nChannel 0: ever? Mhmm.\n\nChannel 1: I'd I'd it's probably it's probably well, both, really. If you if\n\nChannel 0: Thank\n\nChannel 1: you can't\n\nChannel 0: you.\n\nChannel 1: get through calling me, then send email anyway. But what\n\nChannel 0: Mhmm.\n\nChannel 1: I'm so how soon will this be attended to, I guess, is what I'm asking.\n\nChannel 0: Yes. So at this stage, the provisioning team will be investigating the issue. And, unfortunately, we cannot provide the precise estimated time for resolution\n\nChannel 1: Mhmm.\n\nChannel 0: as of this moment. Yeah.\n\nChannel 1: But, I mean, like,\n\nChannel 0: Yeah.\n\nChannel 1: when will they be on to it?\n\nChannel 0: I'm sorry?\n\nChannel 1: When when will they get when when can they start looking at it?\n\nChannel 0: So I'm not sure yet because they were still coordinated first to the back end team, but I'll provide updates immediately as soon as further information becomes available.\n\nChannel 1: Alright then.\n\nChannel 0: Mhmm. Yeah. So while we are unable to give an exact time frame, please be assured that resolving the issues this issue is being treated as urgent.\n\nChannel 1: Thank you. Appreciate that because\n\nChannel 0: Yeah.\n\nChannel 1: it's been over a week now, and\n\nChannel 0: Mhmm.\n\nChannel 1: it's so frustrating. Okay.\n\nChannel 0: Yeah.\n\nChannel 1: And\n\nChannel 0: We\n\nChannel 1: it's\n\nChannel 0: understood.\n\nChannel 1: it's right down, it's other people in my building as well in this complex. I'm\n\nChannel 0: Yeah.\n\nChannel 1: in an\n\nChannel 0: Actually,\n\nChannel 1: apartment\n\nChannel 0: you're\n\nChannel 1: complex.\n\nChannel 0: mhmm. You're not the one who are who is still experiencing this issue. That's why we're currently investigating it still, why some addresses still have an limitation about the IP.\n\nChannel 1: Yes.\n\nChannel 0: Mhmm. Okay.\n\nChannel 1: Okay.\n\nChannel 0: So\n\nChannel 1: Okay.\n\nChannel 0: mhmm. Anything else?\n\nChannel 1: No. So you someone will call me back and\n\nChannel 0: Mhmm. Yeah. So\n\nChannel 1: and\n\nChannel 0: I'm\n\nChannel 1: then\n\nChannel 0: the one who will call you back.\n\nChannel 1: and\n\nChannel 0: Mhmm.\n\nChannel 1: okay. Alright. Thank you.\n\nChannel 0: Yeah. Okay. Thank you. Bye for now.\n\nChannel 1: Bye.\n\nChannel 0: You have a great one.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.08,"end":2.56,"sentiment":"neutral","sentiment_score":0.12714290618896484},{"text":"Good afternoon.","start":2.56,"end":3.36,"sentiment":"neutral","sentiment_score":0.3231511861085892},{"text":"This is Maureen from Ertel tech support.","start":3.36,"end":6.02,"sentiment":"neutral","sentiment_score":0.2847493439912796},{"text":"How can I assist you today?","start":6.48,"end":7.94,"sentiment":"neutral","sentiment_score":0.2916710823774338}],"sentiment":"neutral","sentiment_score":0.28229482378810644,"channel":0,"num_words":16,"start":2.08,"end":7.94},{"sentences":[{"text":"Yes, please.","start":9.12,"end":9.92,"sentiment":"neutral","sentiment_score":0.009182177484035492},{"text":"I've had a lot of problems for the last week and a bit since you've done an 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Netflix comes up with funny comments","start":38.065002,"end":48.165,"sentiment":"negative","sentiment_score":-0.396849829217662}],"sentiment":"negative","sentiment_score":-0.4217867070436478,"channel":1,"num_words":50,"start":18.975,"end":48.165},{"sentences":[{"text":"Mhmm.","start":49.565,"end":50.065,"sentiment":"neutral","sentiment_score":-0.2598990499973297}],"sentiment":"neutral","sentiment_score":-0.2598990499973297,"channel":0,"num_words":1,"start":49.565,"end":50.065},{"sentences":[{"text":"every now and then, and I can't get the SBS on and the iView and the seven plus and all of those.","start":50.145,"end":60.170002,"sentiment":"negative","sentiment_score":-0.3339409841732545},{"text":"So 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I.","start":80.22,"end":82.08,"sentiment":"neutral","sentiment_score":0.006475954394166668}],"sentiment":"neutral","sentiment_score":0.006475954394166668,"channel":1,"num_words":6,"start":80.22,"end":82.08},{"sentences":[{"text":"Mhmm.","start":82.884995,"end":83.384995,"sentiment":"neutral","sentiment_score":0.0031387154012918472},{"text":"May I know where did you raise a ticket or the number you called?","start":84.564995,"end":89.66,"sentiment":"neutral","sentiment_score":-0.004559295385011605},{"text":"Because upon checking on the records, this is the first time that you reached to us reached out to us.","start":89.66,"end":97.04,"sentiment":"neutral","sentiment_score":-0.06501029022037982}],"sentiment":"neutral","sentiment_score":-0.03888277783989906,"channel":0,"num_words":35,"start":82.884995,"end":97.04},{"sentences":[{"text":"No.","start":97.805,"end":98.125,"sentiment":"neutral","sentiment_score":-0.2583148181438446},{"text":"Not at all.","start":98.125,"end":99.025,"sentiment":"neutral","sentiment_score":-0.26835934321085614},{"text":"I've I've sent many I've sent at least three through your support on your website that's boosted the support and three emails.","start":100.765,"end":115.090004,"sentiment":"neutral","sentiment_score":-0.20579674501310696},{"text":"They have responded to one, but on the March 5, but that's not it hasn't resolved anything.","start":115.79,"end":121.87,"sentiment":"negative","sentiment_score":-0.34995734691619873},{"text":"We've done what we said, what they've asked us to do, and it still doesn't work.","start":121.87,"end":126.425,"sentiment":"negative","sentiment_score":-0.48918057419359684}],"sentiment":"neutral","sentiment_score":-0.32825568343623207,"channel":1,"num_words":59,"start":97.805,"end":126.425},{"sentences":[{"text":"And there's other people in my building that are having the same problem as well, so I know it's not just 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locations and whatever, it's still saying it it still thinks that we're logging in from America in all different states in America.","start":190.77,"end":208.005,"sentiment":"neutral","sentiment_score":-0.2637581237724849}],"sentiment":"neutral","sentiment_score":-0.25638081102321547,"channel":1,"num_words":48,"start":182.33499,"end":208.005},{"sentences":[{"text":"Mhmm.","start":209.25,"end":209.565,"sentiment":"neutral","sentiment_score":-0.03799138963222504}],"sentiment":"neutral","sentiment_score":-0.03799138963222504,"channel":0,"num_words":1,"start":209.25,"end":209.565},{"sentences":[{"text":"Not from Australia.","start":210.065,"end":211.125,"sentiment":"neutral","sentiment_score":-0.07477191090583801}],"sentiment":"neutral","sentiment_score":-0.07477191090583801,"channel":1,"num_words":3,"start":210.065,"end":211.125},{"sentences":[{"text":"Can okay.","start":211.005,"end":212.445,"sentiment":"neutral","sentiment_score":0.017246991395950317},{"text":"I 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access some TV streaming channel and some website.","start":272.855,"end":286.69,"sentiment":"neutral","sentiment_score":-0.2981421532052936}],"sentiment":"neutral","sentiment_score":-0.2981421532052936,"channel":0,"num_words":33,"start":272.855,"end":286.69},{"sentences":[{"text":"Yeah.","start":289.4,"end":289.9,"sentiment":"neutral","sentiment_score":-0.050103552639484406},{"text":"Well,","start":290.03998,"end":290.505,"sentiment":"neutral","sentiment_score":-0.05291222780942917}],"sentiment":"neutral","sentiment_score":-0.05150789022445679,"channel":1,"num_words":2,"start":289.4,"end":290.505},{"sentences":[{"text":"Mhmm.","start":290.83,"end":291.33,"sentiment":"neutral","sentiment_score":-0.010737674310803412}],"sentiment":"neutral","sentiment_score":-0.010737674310803412,"channel":0,"num_words":1,"start":290.83,"end":291.33},{"sentences":[{"text":"okay.","start":291.065,"end":291.565,"sentiment":"neutral","sentiment_score":0.01645553484559059},{"text":"So 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Telstra it's showing Telstra Sydney, but","start":318.345,"end":322.345,"sentiment":"neutral","sentiment_score":-0.03674587633992944}],"sentiment":"neutral","sentiment_score":-0.03674587633992944,"channel":1,"num_words":7,"start":318.345,"end":322.345},{"sentences":[{"text":"Mhmm.","start":322.09,"end":322.59,"sentiment":"neutral","sentiment_score":-0.06474153697490692}],"sentiment":"neutral","sentiment_score":-0.06474153697490692,"channel":0,"num_words":1,"start":322.09,"end":322.59},{"sentences":[{"text":"it's I'm still having the issue with with Paramount and with the the live streaming, the SBS on, the iView ABC iView, the seven plus, and the nine now, and the ten one.","start":322.345,"end":344.69998,"sentiment":"neutral","sentiment_score":-0.2522393415371577},{"text":"So","start":344.69998,"end":345.19998,"sentiment":"neutral","sentiment_score":-0.015687035396695137}],"sentiment":"neutral","sentiment_score":-0.24528192076832056,"channel":1,"num_words":34,"start":322.345,"end":345.19998},{"sentences":[{"text":"Mhmm.","start":347.18,"end":347.26,"sentiment":"neutral","sentiment_score":-0.0054489681497216225},{"text":"May I know when is the last time you cleared the cache or refreshed the TV for your 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The agent troubleshoots the issue and suggests running a speed test. The customer is also experiencing trouble accessing their Paramount and Netflix streaming, but the agent guides them through a speed test and checks their TV application. The agent promises to investigate and escalate the issue to relevant providers. The customer is frustrated with the delay and the agent assures them that resolving the issue is an urgent matter."},"intents":{"segments":[{"text":"This is Maureen from Ertel tech support. How can I assist you today? Yes, please.","start_word":3,"end_word":17,"intents":[{"intent":"Request technical assistance","confidence_score":0.27405304}]},{"text":"keep saying that, and it's just not I can't I still can't get Paramount. We've done all that they've asked us to do. Mhmm.","start_word":360,"end_word":383,"intents":[{"intent":"Fix paramount problems","confidence_score":0.00045653334}]},{"text":"So It's it's it's not allowing me to to log in. It's not allowing me to it's not accepting it. mhmm.","start_word":790,"end_word":810,"intents":[{"intent":"Resolve technical issues","confidence_score":0.013158242}]},{"text":"So at this stage, the provisioning team will be investigating the issue. And, unfortunately, we cannot provide the precise estimated time for resolution Mhmm. as of this moment.","start_word":1125,"end_word":1152,"intents":[{"intent":"Report issue resolution time","confidence_score":0.00031979417}]}]},"sentiments":{"segments":[{"text":"Hello. Good afternoon. This is Maureen from Ertel tech support. How can I assist you today? Yes, please. I've had a lot of problems for the last week and a bit since you've done an update. And Okay.","start_word":0,"end_word":37,"sentiment":"neutral","sentiment_score":-0.04518410935997963},{"text":"I've sent lots of support emails and all sorts of things, and I'm getting no no good response, and I still have the same problem.","start_word":38,"end_word":62,"sentiment":"negative","sentiment_score":-0.462882936000824},{"text":"So yeah.","start_word":63,"end_word":64,"sentiment":"neutral","sentiment_score":-0.22585761547088623},{"text":"I need help because I can't I can't access my Paramount, and I can't access the the Netflix comes up with funny comments Mhmm. every now and then, and I can't get the SBS on and the iView and the seven plus and all of those.","start_word":65,"end_word":110,"sentiment":"negative","sentiment_score":-0.3627604842185974},{"text":"So yep. Yeah. I see. And Mhmm. this is since yeah. And since they did that upgrade, not this Saturday, but the last Saturday. Okay. May I know your full name, please, for me to check your account? My name is Lillian Mhmm. Astori, a Okay. s t o, o o, I. Mhmm. May I know where did you raise a ticket or the number you called? Because upon checking on the records, this is the first time that you reached to us reached out to us. No. Not at all. I've I've sent many I've sent at least three through your support on your website that's boosted the support and three emails.","start_word":111,"end_word":223,"sentiment":"neutral","sentiment_score":-0.07261445373296738},{"text":"They have responded to one, but on the March 5, but that's not it hasn't resolved anything. We've done what we said, what they've asked us to do, and it still doesn't work. And there's other people in my building that are having the same problem as well, so I know it's not just me.","start_word":224,"end_word":278,"sentiment":"negative","sentiment_score":-0.4054546952247619},{"text":"Okay. Have you spoke with other representative before me, or this is the first time? This is the first time I've spoken to anyone. I've just used what was on the website for help. Okay. I see. So I think the issue you are referring is about the KU IP location. So according to the back end team, the KU IP location has now been resolved, but No. But there's it's mhmm. not it's not. Mhmm. I mean, what they Yeah.","start_word":279,"end_word":359,"sentiment":"neutral","sentiment_score":-0.0918775964298366},{"text":"keep saying that, and it's just not I can't I still can't get Paramount.","start_word":360,"end_word":373,"sentiment":"negative","sentiment_score":-0.39302241802215576},{"text":"We've done all that they've asked us to do. Mhmm. We've deleted the history and cache. We've unplugged plugged the router several times. And if you look up when we look up the the the IP locations and whatever, it's still saying it it still thinks that we're logging in from America in all different states in America. Mhmm. Not from Australia. Can okay. I see. Are you able to run a speed test right now while we're on the phone? A speed test. Yeah. Mhmm. So alright. You have to guide me again. Okay. Just type in the speedtest.net. It is the speed Yep. test byocular.net. Speed test dot net. Mhmm. Yeah. And yep. So there's a Tel Australia, and I'll just go connecting. Then once the test is completed, please check the result and confirm if the country is showing Australia instead of the UN. It is now. It's saying Telstra Mhmm. plus three more Sydney. It's doing Mhmm. a speed test at the moment. So down Because according to the back end team, the IP address mismatch has been successfully resolved, but we still have some customer who was unable to access some TV streaming channel and some website. Yeah. Well, Mhmm. okay. So okay. So it's saying down is twenty six point nine three and up is two point one nine. Okay. So that means you're getting the correct speed test. How about the country the location? Is it showing the It correct one? It's instead yeah. of It's US? showing Telstra it's showing Telstra Sydney, but Mhmm. it's I'm still having the issue with with Paramount and with the the live streaming, the SBS on, the iView ABC iView, the seven plus, and the nine now, and the ten one. So Mhmm. May I know when is the last time you cleared the cache or refreshed the TV for your device? Weekends. Weekends. Can can we try it again today, now, so we can check?","start_word":374,"end_word":703,"sentiment":"neutral","sentiment_score":-0.08505254264243624},{"text":"I'm well, I didn't I'm not sure how to do it.","start_word":704,"end_word":714,"sentiment":"negative","sentiment_score":-0.3522093892097473},{"text":"It is a friend of mine that was over. Unless she can guide me, I'm not sure how to do it. Okay. Is it your TV? Yep. Can you turn on the TV now and check the application that you you said you were unable to access? Well, I I did I've just done that. Mhmm. I've just done that before I called you. And it's showing contents Yep. are not based in Australia. Okay.","start_word":715,"end_word":789,"sentiment":"neutral","sentiment_score":-0.1350804716348648},{"text":"So It's it's it's not allowing me to to log in. It's not allowing me to it's not accepting it.","start_word":790,"end_word":809,"sentiment":"negative","sentiment_score":-0.44862473011016846},{"text":"mhmm. Can can you still remember the exact error message that it's saying? Let me go and see that. Paramount. Yeah. It doesn't accept. So I go Paramount Plus, and it doesn't accept my email and password. And then if I do it on the phone, it does. If I do it through, you know let me call it. Through Mhmm. I put the Mobile Bluetooth data. on instead of, yeah, my bad data, then it then it I can connect. But then when I go back to the Wi Fi, it doesn't allow me. So it just says Okay. so then I I go to sign in, and I push sign in. And then I I say on my TV, use your email and password.","start_word":810,"end_word":935,"sentiment":"neutral","sentiment_score":-0.16806191205978394},{"text":"So so either and then I do the email and password, try to sign in, and it says it's the wrong everything's wrong.","start_word":936,"end_word":958,"sentiment":"negative","sentiment_score":-0.3505687117576599},{"text":"Yeah. It's not Okay.","start_word":959,"end_word":962,"sentiment":"neutral","sentiment_score":-0.29426467418670654},{"text":"it it's it's like I'm not hearing me.","start_word":963,"end_word":970,"sentiment":"negative","sentiment_score":-0.5345070362091064},{"text":"So I already take a note of the concern. And what we're going to do now is I'll escalate this one to the provisioning team for them to further check to investigate why some website may still be blocked or experiencing access issues. So our team will be reaching out to the relevant providers. Today, they request that the IP address be unblocked where necessary. We will continue coordinating with them, and we'll provide you with an update once we receive further information. Is it okay if I if I'll update you via email instead regarding Yes, this, or do you want me to call you again if please. ever? Mhmm. I'd I'd it's probably it's probably well, both, really. If you if Thank you can't you. get through calling me, then send email anyway. But what Mhmm. I'm so how soon will this be attended to, I guess, is what I'm asking. Yes. So at this stage, the provisioning team will be investigating the issue. And, unfortunately, we cannot provide the precise estimated time for resolution Mhmm. as of this moment. Yeah. But, I mean, like, Yeah. when will they be on to it? I'm sorry? When when will they get when when can they start looking at it? So I'm not sure yet because they were still coordinated first to the back end team, but I'll provide updates immediately as soon as further information becomes available. Alright then. Mhmm. Yeah. So while we are unable to give an exact time frame, please be assured that resolving the issues this issue is being treated as urgent. Thank you. Appreciate that because Yeah. it's been over a week now, and Mhmm.","start_word":971,"end_word":1251,"sentiment":"neutral","sentiment_score":-0.08113574016560864},{"text":"it's so frustrating.","start_word":1252,"end_word":1254,"sentiment":"negative","sentiment_score":-0.5927219390869141},{"text":"Okay. Yeah. And We it's understood. it's right down, it's other people in my building as well in this complex. I'm Yeah. in an Actually, apartment you're complex. mhmm. You're not the one who are who is still experiencing this issue. That's why we're currently investigating it still, why some addresses still have an limitation about the IP. Yes. Mhmm. Okay. Okay. So Okay. mhmm. Anything else? No. So you someone will call me back and Mhmm. Yeah. So and I'm then the one who will call you back. and Mhmm. okay. Alright. Thank you. Yeah. Okay. Thank you. Bye for now.","start_word":1255,"end_word":1356,"sentiment":"neutral","sentiment_score":-0.112908475977533},{"text":"Bye. You have a great one.","start_word":1357,"end_word":1362,"sentiment":"positive","sentiment_score":0.7172797322273254}],"average":{"sentiment":"neutral","sentiment_score":-0.14045306780275418}}}}