Initial Call for Internet Outage
The customer calls the ISP's technical support line to report that their internet connection is completely down and they cannot access any websites or online services.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
outage
A period when a service like electricity or internet stops working completely. Use it when reporting problems, like 'internet outage'.
modem
A device that connects your home to the internet service provider. It's like the gateway for your internet access.
router
A device that shares the internet connection with multiple devices in your home, like computers and phones.
restarting
Turning a device off and then on again to fix problems. It's a common first step in troubleshooting tech issues.
unplugging
Removing the power cord from the wall socket. Use this when giving instructions for resetting devices.
signal
The invisible data waves that carry internet information. If there's no signal, you can't connect online.
technician
A skilled worker who fixes technical problems, like internet issues. You might request one for home repairs.
Key Sentences
Important phrases to remember and practice
Hi, I'm calling because my internet connection is completely down.
This is a polite way to start a call reporting a problem. 'Completely down' means it doesn't work at all. Use it when explaining issues to customer service. Grammar: Present continuous 'is calling' shows the action happening now.
Could you please provide your account number or the primary phone number on the account?
A polite request for information. 'Could you please' makes it courteous. Useful for service reps to verify identity. When to use: In formal calls to get details without being rude.
Can you tell me if any of the lights on your modem or router are currently on?
Asking for a status check on device indicators. 'Currently' means right now. This helps diagnose problems. Grammar: Yes/no question with 'if' for condition. Use in troubleshooting to gather info.
The power light is on, but the internet light is completely off.
Describing device status with contrast using 'but'. 'Off' means not lit. Useful for explaining symptoms. When to use: When reporting what you see on your equipment during support calls.
Have you tried restarting your modem and router by unplugging them for 30 seconds and then plugging them back in?
Suggesting a common fix with steps. Past participle 'tried' in present perfect shows experience. Useful for basic troubleshooting. Grammar: 'By' explains the method. Use to guide someone through simple repairs.
Based on what you've described, it sounds like there might be an issue on our end.
Giving a possible diagnosis politely. 'It sounds like' expresses opinion. 'On our end' means the company's side. When to use: In customer service to explain next steps without blaming.