首次故障报修
Initial Service Report
客户致电互联网服务提供商，报告互联网完全断开连接，解释基本症状并确认设备状态。
对话轮次
9
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
👩
Lisa
第 1 轮
Thank you for calling ConnectNet. My name is Lisa. How can I help you today?
English
感谢您致电 ConnectNet。我是丽莎。今天有什么可以帮您的？
中文翻译
👨
John
第 2 轮
Hi Lisa. I'm calling because my internet connection is completely down. I haven't had any internet service for the past hour or so.
English
嗨，丽莎。我打电话是因为我的网络连接完全中断了。过去一个小时左右我都没有任何网络服务。
中文翻译
👩
Lisa
第 3 轮
I'm sorry to hear that, John. Let's see what's going on. Can you tell me if the lights on your modem and router are on? Specifically, the internet or 'online' light.
English
约翰，很抱歉听到这个消息。我们来查查是怎么回事。您能告诉我您的调制解调器和路由器上的指示灯亮着吗？特别是互联网或“在线”灯。
中文翻译
👨
John
第 4 轮
Okay, just a moment while I check. Yes, the power light is on, but the 'internet' light is completely off. The other lights, like LAN, are blinking normally.
English
好的，我稍等一下。是的，电源灯亮着，但“互联网”灯完全不亮。其他灯，比如局域网，正常闪烁。
中文翻译
👩
Lisa
第 5 轮
Alright, that indicates your modem isn't connecting to our network. Have you tried power cycling your equipment yet? That means unplugging both the modem and router for about 30 seconds, then plugging them back in.
English
好的，这表明您的调制解调器没有连接到我们的网络。您尝试过重启设备了吗？这意味着将调制解调器和路由器都拔掉电源约30秒，然后再重新插上。
中文翻译
👨
John
第 6 轮
Yes, I've already done that. I unplugged everything and waited a full minute, then plugged them back in. Still no internet after that.
English
是的，我已经这样做了。我拔掉了所有设备，等了一整分钟，然后重新插上。之后仍然没有网络。
中文翻译
👩
Lisa
第 7 轮
Understood. And just to confirm, you've also checked your cables to make sure they're all securely connected?
English
了解。再确认一下，您也检查了您的电缆，确保它们都连接牢固了吗？
中文翻译
👨
John
第 8 轮
Yep, checked all the cables. They're all snug. It was working fine this morning and then just dropped out. My phone and laptop can't connect, so it's definitely not just one device.
English
是的，我检查了所有电缆。它们都很紧。今天早上还工作正常，然后就断了。我的手机和笔记本电脑都无法连接，所以肯定不是单个设备的问题。
中文翻译
👩
Lisa
第 9 轮
Thank you for that detailed information, John. It sounds like we need to open a service ticket for this. Let me pull up your account.
English
谢谢您提供的详细信息，约翰。听起来我们需要为这个问题开一个服务工单。让我调出您的账户。
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
调制解调器
A device that connects your home to the internet service provider's network. It's like a bridge between your devices and the outside internet.
中文解释
一种将您的家庭连接到互联网服务提供商网络的设备。它就像您的设备与外部互联网之间的桥梁。
router
路由器
A device that distributes the internet connection to multiple devices in your home, like phones and computers, often via Wi-Fi.
中文解释
一种将互联网连接分配到家中多个设备（如手机和电脑）的设备，通常通过Wi-Fi。
power cycling
电源循环
A troubleshooting step where you turn off and restart electronic devices by unplugging them for a short time to fix connection issues.
中文解释
一个故障排除步骤，通过短时间拔掉插头关闭并重启电子设备来修复连接问题。
unplug
拔掉插头
To remove the plug from an electrical outlet, often used when restarting devices like modems or routers to reset them.
中文解释
从电源插座中拔出插头，通常用于重新启动如调制解调器或路由器等设备以重置它们。
blinking
闪烁
When a light on a device flashes on and off repeatedly, indicating normal activity, like data transmission.
中文解释
当设备上的灯反复闪烁开和关时，表示正常活动，例如数据传输。
service ticket
服务工单
A formal record or request created by customer service to track and resolve a reported problem, like an internet outage.
中文解释
客户服务创建的正式记录或请求，用于跟踪和解决报告的问题，例如互联网中断。
snug
紧贴
Firmly in place or tightly connected, used here to describe cables that are securely plugged in without looseness.
中文解释
牢固地固定在原位或紧密连接，在这里用于描述安全插入而无松动的电缆。
重点句型
"I'm calling because my internet connection is completely down."
"我打电话是因为我的互联网连接完全中断了。"
重点句型
语法解析
This sentence clearly states the problem at the start of a call. It's useful for reporting issues directly. 'Completely down' means not working at all, and the structure 'I'm calling because...' explains the reason politely.
中文解析
这个句子在通话开始时清楚地陈述了问题。它有助于直接报告问题。“Completely down”意思是完全不工作，“I'm calling because...”的结构礼貌地解释了原因。
"Can you tell me if the lights on your modem and router are on? Specifically, the internet or 'online' light."
"您能告诉我您的调制解调器和路由器的灯是否亮着吗？具体来说，是互联网或“在线”灯。"
重点句型
语法解析
This is a polite way to ask for information during troubleshooting. 'Specifically' narrows down the focus. Use this when guiding someone to check device status; it shows clear, step-by-step communication.
中文解析
这是在故障排除过程中礼貌地询问信息的方式。“Specifically”缩小了焦点。在指导某人检查设备状态时使用；它展示了清晰的、一步一步的沟通。
"Have you tried power cycling your equipment yet? That means unplugging both the modem and router for about 30 seconds, then plugging them back in."
"您已经尝试过重启您的设备了吗？那意味着将调制解调器和路由器都拔掉大约30秒，然后再插回去。"
重点句型
语法解析
This explains a common fix with a definition. 'Yet' asks if it's been done before. It's useful for giving instructions; the 'that means...' clause clarifies technical terms for the listener.
中文解析
这解释了一个常见的修复方法，并附带定义。“Yet”询问是否之前做过。这对于给出指示很有用；“that means...” 子句为听众澄清技术术语。
"Yes, I've already done that. I unplugged everything and waited a full minute, then plugged them back in."
"是的，我已经做了。我拔掉了所有东西，等了整整一分钟，然后又插回去了。"
重点句型
语法解析
This responds to a suggestion by confirming actions taken. 'Already' shows it was done beforehand. Use this pattern to update on steps tried; it uses past perfect 'I've done' for completed actions.
中文解析
这是在回应建议时确认已采取的行动。'Already' 表示这是事先完成的。使用此模式来更新已尝试的步骤；它使用过去完成时 'I've done' 来表示已完成的行动。
"And just to confirm, you've also checked your cables to make sure they're all securely connected?"
"只是为了确认，您也检查了您的电缆以确保它们都牢固连接了吗？"
重点句型
语法解析
This seeks confirmation politely. 'Just to confirm' softens the question. It's practical for verifying details in customer service; note the present perfect 'you've checked' for recent actions.
中文解析
这礼貌地寻求确认。'Just to confirm' 缓和了问题。在客户服务中验证细节很实用；注意现在完成时 'you've checked' 用于最近的行动。
"It was working fine this morning and then just dropped out."
"今天早上还正常工作，然后就突然出问题了。"
重点句型
语法解析
Describes when the problem started. 'Dropped out' is an idiom for suddenly failing. Useful for giving context to issues; simple past tense 'was working' contrasts with the sudden change.
中文解析
描述问题开始的时间。'Dropped out' 是突然失败的习语。有助于为问题提供上下文；简单过去时 'was working' 与突然变化形成对比。
"It sounds like we need to open a service ticket for this."
"听起来我们需要为此开一个服务票。"
重点句型
语法解析
This indicates escalating the issue. 'It sounds like' expresses a conclusion based on info. Use in service calls when basic fixes fail; it's professional and leads to next steps.
中文解析
这表明需要升级问题。'It sounds like'表达基于信息的结论。在基本修复失败的服务通话中使用；它专业并引导到下一步。