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.
技术支持人员通过电话指导客户进行基本的故障排除步骤，例如重启调制解调器/路由器、检查线缆连接或使用不同设备进行测试。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
modem
A device that connects your home to the internet service provider, converting signals for your network.
一种将您的家庭连接到互联网服务提供商的设备，将信号转换为您的网络。
router
A device that distributes the internet connection to multiple devices in your home, like computers and phones.
一种将互联网连接分配到您家中多个设备（如电脑和手机）的设备。
blinking
When a light flashes on and off repeatedly, often showing that a device is working or receiving data.
当灯光反复开和关时，通常表示设备正在工作或接收数据。
steady
When a light stays on without flashing, indicating a stable connection or normal operation.
当灯光持续亮起而不闪烁时，表示连接稳定或正常运行。
signal
The data or connection flow from the internet provider to your device; no signal means no internet.
从互联网提供商到您的设备的数据或连接流；没有信号意味着没有互联网。
power cycle
The process of turning a device off and on again by unplugging it, used to fix temporary issues.
通过拔掉电源将设备关闭然后重新打开的过程，用于修复临时问题。
unplug
To remove a plug from an electrical outlet, often done to restart electronics safely.
从电源插座中拔出插头，通常是为了安全地重新启动电子设备。
boot up
When a device starts and loads its software, like a computer or modem turning on fully.
当设备启动并加载其软件时，比如计算机或调制解调器完全开启。
关键句型
需要记住和练习的重要短语
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.
这是开始电话解释问题的一种礼貌方式。在向客户服务报告问题时使用它。'完全无法使用'强调了彻底的失败，有助于清晰的沟通。
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.
服务通话中常见的共情回应。它显示出理解和礼貌。在提供帮助之前，用它来承认某人的问题。没有特殊的语法，只是一个固定表达。
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.
这礼貌地请求故障排除中的行动。'Can you please'使其礼貌；'start by'建议第一步。在电话中指导某人时很有用。现在进行时'are on and steady'描述当前状态。
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.
基于观察解释原因。「Indicates」意为「shows」；「there's no signal」使用「there is」表示存在。适用于诊断技术问题，帮助学习者描述症状。
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.
使用 'could you' 进行请求的礼貌建议。'Try a power cycle' 引入了行动。在说明中使用；'could you' 后的不定式 'try' 是建议的标准形式。
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'.
使用祈使句（unplug, wait, plug）提供逐步指示。“About 30 seconds”使用“about”表示近似值。对于技术支持中的程序语言至关重要；使用“and then”连接步骤。
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.
使用 'once' 表示条件满足时的 'when'，后跟祈使语气的 'try'。'Try connecting' 是 'try' 后的动名词形式。有助于条件指令；教授序列的时间从句。
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.
标准结束语。'You're very welcome' 是对感谢的回应；问题使用 'can assist' 提供进一步帮助，表示能力。礼貌地结束服务通话的方式，用 'anything else' 进行开放式提供。