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.
客户致电网络服务提供商的技术支持热线，报告其互联网连接完全中断，无法访问任何网站或在线服务。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
outage
A period when a service like electricity or internet stops working completely. Use it when reporting problems, like 'internet outage'.
一种服务（如电力或互联网）完全停止工作的时期。在报告问题时使用，例如“互联网中断”。
modem
A device that connects your home to the internet service provider. It's like the gateway for your internet access.
一种将您的家庭连接到互联网服务提供商的设备。它就像您的互联网访问的门户。
router
A device that shares the internet connection with multiple devices in your home, like computers and phones.
一种将互联网连接与家中多个设备共享的设备，例如电脑和手机。
restarting
Turning a device off and then on again to fix problems. It's a common first step in troubleshooting tech issues.
将设备关闭然后再次打开以修复问题。这是故障排除技术问题时的常见第一步。
unplugging
Removing the power cord from the wall socket. Use this when giving instructions for resetting devices.
从墙壁插座移除电源线。在提供重置设备指令时使用此项。
signal
The invisible data waves that carry internet information. If there's no signal, you can't connect online.
携带互联网信息的不可见数据波。如果没有信号，你就无法在线连接。
technician
A skilled worker who fixes technical problems, like internet issues. You might request one for home repairs.
一名熟练的工人，修理技术问题，如互联网问题。你可能需要为家庭维修请求这样一位工人。
关键句型
需要记住和练习的重要短语
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.
这是报告问题时开始通话的礼貌方式。'Completely down' 意思是完全不工作。在向客户服务解释问题时使用它。语法：现在进行时 'is calling' 表示现在正在发生的动作。
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.
礼貌地请求信息。“Could you please”使其变得礼貌。服务代表用于验证身份很有用。使用时机：在正式通话中获取细节而不失礼。
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.
请求检查设备指示灯的状态。“目前”意味着现在。这有助于诊断问题。语法：使用“if”表示条件的yes/no问题。在故障排除中使用以收集信息。
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.
使用'but'描述设备状态的对比。'Off'表示未亮。用于解释症状。当使用：支持呼叫中报告您设备上看到的内容。
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.
建议一个带有步骤的常见修复方法。过去分词 'tried' 在现在完成时中显示经验。对于基本故障排除很有用。语法：'By' 解释方法。用于指导某人进行简单维修。
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.
礼貌地给出可能的诊断。“It sounds like”表达意见。“On our end”意为公司这边。使用时机：在客户服务中解释下一步而不指责。