My Internet Keeps Disconnecting
IntermediateTechnology
A customer calls a phone company's customer service line to report that their home internet keeps dropping and asks for help fixing it.
L
LiW
WeiL
您好，这里是电信客服中心，请问有什么可以帮您的吗？
nín hǎo, zhèlǐ shì diànxìn kèfú zhōngxīn, qǐngwèn yǒu shénme kěyǐ bāng nín de ma?
Hello, this is the telecom customer service center. How may I help you?
W
你好，我家的网络最近老是掉线，特别烦人。
nǐ hǎo, wǒ jiā de wǎngluò zuìjìn lǎoshì diàoxiàn, tèbié fánrén.
Hello, my home internet keeps disconnecting lately, it's really annoying.
L
非常抱歉给您带来不便。请问这个问题是从什么时候开始的？
fēicháng bàoqiàn gěi nín dàilái bùbiàn. qǐngwèn zhège wèntí shì cóng shénme shíhou kāishǐ de?
I'm very sorry for the inconvenience. May I ask when this problem started?
W
大概从上个星期开始的，一天要断好几次，有时候视频看到一半就断了。
dàgài cóng shàng gè xīngqī kāishǐ de, yì tiān yào duàn hǎojǐ cì, yǒu shíhou shìpín kàn dào yíbàn jiù duàn le.
It started around last week. It disconnects several times a day, and sometimes it drops right in the middle of watching a video.
L
明白了。那麻烦您先看一下路由器上的指示灯是什么颜色的，好吗？
míngbái le. nà máfan nín xiān kàn yíxià lùyóuqì shàng de zhǐshìdēng shì shénme yánsè de, hǎo ma?
I see. Then could you please first check what color the indicator light on your router is?
W
我看看啊……有一个灯在闪红色，其他的都是绿色的。
wǒ kànkan a…… yǒu yí gè dēng zài shǎn hóngsè, qítā de dōu shì lǜsè de.
Let me check... one light is flashing red, and the others are all green.
L
红灯闪一般说明网络连接不太稳定。您可以先把路由器的电源拔掉，等一分钟再重新插上试试。
hóngdēng shǎn yìbān shuōmíng wǎngluò liánjiē bú tài wěndìng. nín kěyǐ xiān bǎ lùyóuqì de diànyuán bádiào, děng yì fēnzhōng zài chóngxīn chā shàng shìshi.
A flashing red light usually means the network connection is unstable. You can first unplug the router's power, wait a minute, then plug it back in and try again.
W
好，我试试。……我已经重新插上了，灯也变绿了，不过网还没连上。
hǎo, wǒ shìshi. …… wǒ yǐjīng chóngxīn chā shàng le, dēng yě biàn lǜ le, búguò wǎng hái méi lián shàng.
Okay, I'll try. ...I've already plugged it back in, and the light has turned green, but the internet still hasn't connected.
L
没关系，重启以后一般要等两三分钟才能恢复正常。方便的话，您能告诉我您的宽带账号或者注册手机号吗？我帮您查一下线路。
méi guānxi, chóngqǐ yǐhòu yìbān yào děng liǎng sān fēnzhōng cái néng huīfù zhèngcháng. fāngbiàn de huà, nín néng gàosu wǒ nín de kuāndài zhànghào huòzhě zhùcè shǒujīhào ma? wǒ bāng nín chá yíxià xiànlù.
No worries, after a restart it usually takes two or three minutes to recover. If it's convenient, could you tell me your broadband account number or the registered phone number? I'll check the line for you.
W
我的手机号是139-1234-5678，麻烦你帮我查一下。
wǒ de shǒujīhào shì yāo sān jiǔ - yāo èr sān sì - wǔ liù qī bā, máfan nǐ bāng wǒ chá yíxià.
My phone number is 139-1234-5678, please help me check it.
L
好的，您稍等……我这边查到，您所在的区域最近正好在做线路维护，所以才会时不时断线。预计明天中午之前就能全部修好。
hǎo de, nín shāoděng…… wǒ zhè biān chá dào, nín suǒ zài de qūyù zuìjìn zhènghǎo zài zuò xiànlù wéihù, suǒyǐ cái huì shíbùshí duànxiàn. yùjì míngtiān zhōngwǔ zhīqián jiù néng quánbù xiūhǎo.
Alright, please hold on... On my end I can see that the area you're in happens to be undergoing line maintenance recently, which is why it keeps disconnecting from time to time. It's expected to be fully fixed by around noon tomorrow.
W
原来是这样啊，那我就放心了，谢谢你的耐心帮助！
yuánlái shì zhèyàng a, nà wǒ jiù fàngxīn le, xièxie nǐ de nàixīn bāngzhù!
Oh, so that's what it is. Then I feel relieved. Thank you for your patient help!