电话指导故障排除
Troubleshooting Steps Over the Phone
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。
对话轮次
8
预计时长
4 分钟
场景
网络故障报修
完整对话内容
以下是该情境的完整英语对话，包含中英文对照和重点解析
👩
学习者
第 1 轮
Hi, I'm calling because my internet isn't working at all. I've been trying for about an hour now, and I can't connect to anything.
English
您好，我打来是因为我的网络完全不工作了。我已经尝试了一个小时左右，什么都连接不上。
中文翻译
👨
Technical Support
第 2 轮
I'm sorry to hear that, ma'am. Let's see if we can get you back online. Can you please start by checking if the lights on your modem and router are on and steady?
English
女士，很抱歉听到这个。我们看看能不能帮您恢复上网。请您先检查一下您调制解调器和路由器的指示灯是否亮着并且稳定。
中文翻译
👩
学习者
第 3 轮
Okay, let me check... The power light is on, but the internet light is off. It's usually green and blinking, but now it's just dark.
English
好的，我看一下……电源灯亮着，但是网络灯熄了。它通常是绿色并闪烁的，但现在完全是暗的。
中文翻译
👨
Technical Support
第 4 轮
Alright, that indicates there's no signal coming through. Could you try a power cycle for both your modem and router? Unplug them from the power outlet, wait about 30 seconds, and then plug them back in.
English
好的，这表明没有信号通过。您能尝试重启一下您的调制解调器和路由器吗？把它们从电源插座上拔下来，等大约30秒，然后再插回去。
中文翻译
👩
学习者
第 5 轮
Okay, I've unplugged them... Waiting 30 seconds... And now I'm plugging them back in. The lights are coming back on now.
English
好的，我已经拔掉了……等30秒……现在我把它们插回去了。指示灯现在正亮起来。
中文翻译
👨
Technical Support
第 6 轮
Great. Please give them a couple of minutes to fully boot up. Once all the lights are steady, especially the internet light, try connecting again.
English
很好。请给它们几分钟时间来完全启动。一旦所有指示灯稳定，特别是网络灯，请再尝试连接。
中文翻译
👩
学习者
第 7 轮
Okay, the internet light just turned green and it's blinking now. Let me try connecting on my laptop... Yes! It's working! Thank you so much!
English
好的，网络灯刚刚变成绿色并且正在闪烁。我来试试我的笔记本电脑连接……是的！它工作了！非常感谢您！
中文翻译
👨
Technical Support
第 8 轮
You're very welcome. It sounds like the power cycle resolved the issue. Is there anything else I can assist you with today?
English
不客气。听起来重启解决了问题。今天还有什么我可以帮助您的吗？
中文翻译
🎯
对话学习完成
结合右侧的词汇和句型解析，加深理解和记忆
重点词汇
modem
modem
A device that connects your home to the internet service provider, converting signals for your network.
中文解释
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
路由器
A device that distributes the internet connection to multiple devices in your home, like computers and phones.
中文解释
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
闪烁
When a light flashes on and off repeatedly, often showing that a device is working or receiving data.
中文解释
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
稳定
When a light stays on without flashing, indicating a stable connection or normal operation.
中文解释
当灯光持续亮起而不闪烁时，表示连接稳定或正常运行。
signal
信号
The data or connection flow from the internet provider to your device; no signal means no internet.
中文解释
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
电源循环
The process of turning a device off and on again by unplugging it, used to fix temporary issues.
中文解释
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
拔掉插头
To remove a plug from an electrical outlet, often done to restart electronics safely.
中文解释
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
启动
When a device starts and loads its software, like a computer or modem turning on fully.
中文解释
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。
重点句型
"Hi, I'm calling because my internet isn't working at all."
"你好，我打电话是因为我的互联网完全无法使用。"
重点句型
语法解析
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.
中文解析
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."
"听到这个我很遗憾。"
重点句型
语法解析
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.
中文解析
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?"
"请先检查您的调制解调器和路由器上的灯是否亮着并且稳定？"
重点句型
语法解析
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.
中文解析
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."
"这表明没有信号传输过来。"
重点句型
语法解析
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.
中文解析
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?"
"您能试着对您的调制解调器和路由器都进行一次电源循环吗？"
重点句型
语法解析
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.
中文解析
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."
"从电源插座上拔下它们，等待大约30秒，然后重新插上。"
重点句型
语法解析
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'.
中文解析
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."
"一旦所有灯都稳定下来，请尝试重新连接。"
重点句型
语法解析
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.
中文解析
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?"
"不客气。今天还有什么我可以帮助您的吗？"
重点句型
语法解析
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.
中文解析
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。