Level: A2

Phone Support (Customer & Agent)

Explain a problem, verify details, follow step-by-step instructions.

CEFR A2 · 121 words · ~1 min read · US English

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Agent: Thank you for calling TechCare. How can I help you today?

Customer: My internet is very slow and sometimes it drops.

Agent: I'm sorry about that. May I have your account number, please?

Customer: It's 5472-19.

Agent: Thank you. I see your modem is online. Let's try a quick reset.

Customer: Okay, what should I do?

Agent: Unplug the modem, wait thirty seconds, then plug it back in.

Customer: Done. The lights are blinking.

Agent: Great. It may take a minute. Are you seeing the Wi-Fi name now?

Customer: Yes, it's back. The speed seems better.

Agent: I'll run a test on my side… Everything looks normal.

Customer: Thank you for your help!

Agent: You're welcome. Have a good day.

What is the customer's problem?
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The internet is very slow — The customer says the internet is very slow and sometimes it drops.
What does the agent ask the customer to do with the modem?
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Unplug it and plug it back in — The agent says to unplug the modem, wait thirty seconds, then plug it back in.
What does the customer give the agent at the start?
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An account number — The agent asks for the account number, and the customer gives 5472-19.
The internet works again at the end of the call.
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True — The customer says the Wi-Fi is back and the speed seems better.