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Internet Troubleshooting

Slow Internet Speed Complaint

The customer experiences unusually slow internet speeds, making it difficult to stream videos, browse the web, or use online applications, and calls for assistance.

Dialogue

Listen and follow along with the conversation

1
Customer (Female)
Hi, I'm calling because my internet speed has been really slow lately. It's almost unusable.
2
Service Representative (Male)
I understand. I'm sorry to hear you're experiencing slow speeds. Could you please provide your account number or the primary phone number associated with your service?
3
Customer (Female)
Sure, my account number is 123456789. The phone number is 555-123-4567.
4
Service Representative (Male)
Thank you. Let me pull up your information. Okay, I see your account. Could you describe what you mean by 'slow'? Are you having trouble streaming, browsing, or both?
5
Customer (Female)
Both, really. Videos buffer constantly, websites take ages to load, and even simple things like checking email are a struggle. It's been like this for the past few days.
6
Service Representative (Male)
Alright, I understand. Have you tried restarting your modem and router in the last 15 minutes?
7
Customer (Female)
Yes, I've tried that several times. Unplugged them for a minute or two, then plugged them back in. No change.
8
Service Representative (Male)
Okay, thank you for confirming. I'm running some diagnostics on our end. It looks like there might be an issue with the signal strength to your area. I'll need to schedule a technician visit to investigate further.
9
Customer (Female)
A technician visit? How soon can someone come out?
10
Service Representative (Male)
Let me check the earliest availability. It looks like we have an opening tomorrow afternoon between 2 PM and 5 PM. Would that work for you?

Vocabulary

Essential words and phrases from the dialogue

internet speed

This refers to how fast data travels over the internet. It's useful when complaining about slow connections, like saying 'My internet speed is too slow for videos.'

unusable

Means something cannot be used effectively. In this context, it's for describing a service that's too slow to work, e.g., 'The app is unusable because it crashes.'

account number

A unique number identifying your service account. Provide it when calling customer support to access your details quickly.

diagnostics

Tests run to find problems in a system. Service reps use this to check network issues remotely before sending help.

signal strength

The power of the internet signal reaching your device. Weak signal strength causes slow speeds; it's a common issue in troubleshooting calls.

technician

A skilled worker who fixes technical problems, like internet connections. Request one if basic fixes don't work.

availability

The times when someone or something is free to be used. Ask about a technician's availability to schedule a visit.

Key Sentences

Important phrases to remember and practice

Hi, I'm calling because my internet speed has been really slow lately. It's almost unusable.

This is a polite way to start a complaint call, explaining the problem clearly. Use it to describe ongoing issues; 'lately' means recently, and 'almost unusable' emphasizes severity for better help.

Could you please provide your account number or the primary phone number associated with your service?

A common request in customer service to verify identity. 'Primary' means the main one; use this pattern when needing customer info, like 'Could you provide your email?'

Could you describe what you mean by 'slow'?

This asks for more details to understand the problem better. It's useful in support roles; the quotes around 'slow' refer back to the customer's word, helping clarify specifics.

Have you tried restarting your modem and router in the last 15 minutes?

A standard troubleshooting question to check basic fixes first. 'Restarting' means turning off and on; use this to guide customers before escalating, saving time.

Yes, I've tried that several times. Unplugged them for a minute or two, then plugged them back in. No change.

This responds to troubleshooting advice, showing what was done. 'Unplugged' means removing the power cord; it's practical for explaining failed attempts in detail.

I'm running some diagnostics on our end.

Means performing tests from the company's side. 'On our end' specifies the location; use this to inform customers of behind-the-scenes actions during support calls.

It looks like we have an opening tomorrow afternoon between 2 PM and 5 PM. Would that work for you?

Offers a schedule slot and checks suitability. 'Opening' means available time; this polite question pattern is key for appointments, like 'Would Friday work?'