Đề thi VSTEP Listening B2 — Internet Service Outage (Cuộc gọi báo lỗi dịch vụ Internet)

Speaker A (Customer): Hello, I'm calling about my home internet. It's been extremely slow for two days, and I really need it to work properly today since I'm working from home. Speaker B (Agent): I'm sorry to hear that. Could I have your name and account number, please? Speaker A: Sarah Mitchell, account 4892-1056. Speaker B: Thank you, Ms. Mitchell. Your package offers speeds up to 300 Mbps. Have you tried restarting your router? Speaker A: Yes, twice. I checked all the cables too — everything looks properly connected. My mobile hotspot works fine, so the issue must be the line itself. Speaker B: Let me run some diagnostics on our end. What lights are currently showing on the router? Speaker A: The internet light is flashing orange instead of green, and the Wi-Fi light is completely off. Speaker B: The orange light usually indicates a problem on our side. We'll need to send a technician to your address tomorrow morning between 9 and 11. Could you confirm someone will be home? Speaker A: Yes, that works for me. Also, since I can't work today, is there any chance of getting a discount on this month's bill? Speaker B: I'll escalate that request to our billing team. Once the issue is verified, they typically credit customers for downtime. I'll email you an update within the hour. Speaker A: I appreciate your help. Speaker B: You're welcome, Ms. Mitchell. We'll get this sorted as quickly as possible.