Technical Troubleshooting
Intermediate English listening exercise ยท Customer Service
Transcript
Agent: Thank you for calling NetConnect support. What seems to be the problem? Customer: My internet has been extremely slow for the past three days. I can barely load web pages. Agent: I am sorry about that. Let me run a diagnostic on your connection. Can you tell me the model of your router? Customer: It is the NC-200 model. Agent: I can see your connection is only running at five megabits per second. Your plan should provide up to one hundred megabits. Let us try a few troubleshooting steps. Customer: Sure, what do I need to do? Agent: First, please unplug your router, wait thirty seconds, and plug it back in. This is called a power cycle. Customer: Okay, I have done that. The lights are coming back on. Agent: Good. Now please check if the speed has improved. You can go to our speed test page. Customer: It is showing sixty-five megabits now. That is much better! Agent: Excellent! The power cycle cleared the issue. If the problem returns, please call us back.
Comprehension questions
- What was the initial speed?
- What fixed the issue?
- How long did the customer wait before plugging the router back in?
- What is the model of the customer's router?
- What should the customer's internet plan provide up to?