7b. Asking for Tech Support (Wi-Fi Issues)

Speaker B (Internet Support Agent)

• Check: "No outages reported in your area."

• Walk through: "Unplug the router for 30 seconds, then plug it back in."

• Offer: "I can send a technician tomorrow if needed."

• Avoid jargon: Say "turn off and on" instead of "power cycle."

Speaker B (Internet Support Agent) must ask:

1. "What is the exact issue you’re experiencing?"

2. "Have you tried restarting your router?"

3. "What is your account number or registered phone number?"

4. "Are any other devices connected to the Wi-Fi?"

5. "Would you like me to guide you through troubleshooting?"

6. "Should we schedule a technician visit if the issue persists?"

Goal: Diagnose the problem and offer solutions.