1Hello, I am calling because the internet at my new flat is still not working.
2I am sorry to hear that. Could I take your account number and your full address, please?
3Yes, the account number is five five oh two seven one, and I live at thirty-two Mill Lane.
4Thank you. Is that Mill Lane spelled M I L L, with a double L at the end?
5That is right. The engineer came on Tuesday, but the connection still drops every few minutes.
6Let me see. Our records show the visit was on Wednesday, not Tuesday, at two in the afternoon.
7Oh, you are right, it was Wednesday. Anyway, he said the problem might be the router.
8In that case, we can send you a new router free of charge, or arrange another visit.
9A new router sounds easiest. How long would it take to arrive by post?
10Normally two working days, but with the current delays it could take up to four.
11That is acceptable. Could you also confirm that there is no extra charge on my bill?
12Absolutely, there is no charge, and I will email you a reference number for this call.