Internet Service Repair
Reporting internet connectivity issues to service provider and troubleshooting over the phone
Situations
Choose from 5 conversations to practice
Initial Service Report
The customer calls the internet service provider to report a complete loss of internet connection, explaining the basic symptoms and confirming device status.
Troubleshooting over the Phone: Router Reset
The customer support representative guides the customer through basic troubleshooting steps, such as power cycling their modem and router, and checking cable connections.
Troubleshooting over the Phone: Led Status Check
The customer is asked to describe the status of indicator lights on their modem/router to help diagnose the issue (e.g., solid green, blinking red).
Scheduling a Technician Visit
After remote troubleshooting fails, the customer service representative schedules a technician to visit the customer's home to investigate and fix the internet issue.
Follow-up Call After Service
The service provider calls the customer to confirm if the internet service has been restored and if they are satisfied with the repair.