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.
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's network. It's like a bridge between your devices and the outside internet.
router
A device that distributes the internet connection to multiple devices in your home, like phones and computers, often via Wi-Fi.
power cycling
A troubleshooting step where you turn off and restart electronic devices by unplugging them for a short time to fix connection issues.
unplug
To remove the plug from an electrical outlet, often used when restarting devices like modems or routers to reset them.
blinking
When a light on a device flashes on and off repeatedly, indicating normal activity, like data transmission.
service ticket
A formal record or request created by customer service to track and resolve a reported problem, like an internet outage.
snug
Firmly in place or tightly connected, used here to describe cables that are securely plugged in without looseness.
Key Sentences
Important phrases to remember and practice
I'm calling because my internet connection is completely down.
This sentence clearly states the problem at the start of a call. It's useful for reporting issues directly. 'Completely down' means not working at all, and the structure 'I'm calling because...' explains the reason politely.
Can you tell me if the lights on your modem and router are on? Specifically, the internet or 'online' light.
This is a polite way to ask for information during troubleshooting. 'Specifically' narrows down the focus. Use this when guiding someone to check device status; it shows clear, step-by-step communication.
Have you tried power cycling your equipment yet? That means unplugging both the modem and router for about 30 seconds, then plugging them back in.
This explains a common fix with a definition. 'Yet' asks if it's been done before. It's useful for giving instructions; the 'that means...' clause clarifies technical terms for the listener.
Yes, I've already done that. I unplugged everything and waited a full minute, then plugged them back in.
This responds to a suggestion by confirming actions taken. 'Already' shows it was done beforehand. Use this pattern to update on steps tried; it uses past perfect 'I've done' for completed actions.
And just to confirm, you've also checked your cables to make sure they're all securely connected?
This seeks confirmation politely. 'Just to confirm' softens the question. It's practical for verifying details in customer service; note the present perfect 'you've checked' for recent actions.
It was working fine this morning and then just dropped out.
Describes when the problem started. 'Dropped out' is an idiom for suddenly failing. Useful for giving context to issues; simple past tense 'was working' contrasts with the sudden change.
It sounds like we need to open a service ticket for this.
This indicates escalating the issue. 'It sounds like' expresses a conclusion based on info. Use in service calls when basic fixes fail; it's professional and leads to next steps.