Troubleshooting Steps Over the Phone
The technical support agent guides the customer through basic troubleshooting steps over the phone, such as rebooting the modem/router, checking cable connections, or testing with different devices.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
modem
A device that connects your home to the internet service provider, converting signals for your network.
router
A device that distributes the internet connection to multiple devices in your home, like computers and phones.
blinking
When a light flashes on and off repeatedly, often showing that a device is working or receiving data.
steady
When a light stays on without flashing, indicating a stable connection or normal operation.
signal
The data or connection flow from the internet provider to your device; no signal means no internet.
power cycle
The process of turning a device off and on again by unplugging it, used to fix temporary issues.
unplug
To remove a plug from an electrical outlet, often done to restart electronics safely.
boot up
When a device starts and loads its software, like a computer or modem turning on fully.
Key Sentences
Important phrases to remember and practice
Hi, I'm calling because my internet isn't working at all.
This is a polite way to start a call explaining the problem. Use it when reporting an issue to customer service. 'Isn't working at all' emphasizes complete failure, useful for clear communication.
I'm sorry to hear that.
A common empathetic response in service calls. It shows understanding and politeness. Use it to acknowledge someone's problem before offering help. No special grammar, just a fixed expression.
Can you please start by checking if the lights on your modem and router are on and steady?
This politely requests an action in troubleshooting. 'Can you please' makes it courteous; 'start by' suggests the first step. Useful for guiding someone over the phone. Present continuous 'are on and steady' describes the current state.
That indicates there's no signal coming through.
Explains the cause based on observation. 'Indicates' means 'shows'; 'there's no signal' uses 'there is' for existence. Practical for diagnosing tech issues, helping learners describe symptoms.
Could you try a power cycle for both your modem and router?
A polite suggestion using 'could you' for requests. 'Try a power cycle' introduces the action. Use in instructions; the infinitive 'try' after 'could you' is standard for suggestions.
Unplug them from the power outlet, wait about 30 seconds, and then plug them back in.
Gives step-by-step instructions with imperatives (unplug, wait, plug). 'About 30 seconds' uses 'about' for approximation. Essential for procedural language in tech support; connect steps with 'and then'.
Once all the lights are steady, try connecting again.
Uses 'once' for 'when' a condition is met, followed by imperative 'try'. 'Try connecting' is gerund form after 'try'. Useful for conditional instructions; teaches time clauses for sequences.
You're very welcome. Is there anything else I can assist you with today?
Standard closing phrases. 'You're very welcome' responds to thanks; the question offers further help using 'can assist' for ability. Polite way to end service calls, with 'anything else' for open-ended offers.