本课目标

学完本课，你能够：

• 用 keep + -ing 描述反复发生的故障；
• 说明故障频率、设备范围和实际影响；
• 按顺序汇报已经尝试的步骤；
• 告诉支持人员问题是否仍在发生；
• 根据未知追问提供可核对信息，不假装懂技术原因。

安全边界

本课只使用重启路由器、检查指示灯、靠近路由器和测试另一台设备等低风险步骤。不要拆开设备、触碰裸露电线或绕过安全设置；遇到硬件损坏、异味、冒烟或火花时，应停止使用并联系合格人员或当地紧急服务。

场景词汇

• drop 断开；掉线
• router 路由器
• connection 连接
• device 设备
• indicator light 指示灯
• restart 重启
• line test 线路测试
• support ticket 支持工单

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Reporting a repeated connection problem

Aisha contacts her internet provider because the connection is interrupting client calls. She has written down what happened and what she already tried.

Part A — Pattern and impact

Support agent: What problem are you having today?

Aisha: The Wi-Fi keeps dropping. It disconnects every twenty or thirty minutes, then comes back after about a minute.

Support agent: Does it happen on one device or several devices?

Aisha: It happens on both my laptop and phone. My client calls freeze, and large files stop uploading.

Support agent: When did this start?

Aisha: Yesterday afternoon. It happened six times yesterday and three times this morning.

Part B — Steps already tried

Support agent: What have you tried so far?

Aisha: I've already tried restarting the router. First, I turned it off for thirty seconds. Then I turned it back on and waited for the lights to become steady.

Support agent: Did that change anything?

Aisha: No. The problem is still happening. I also moved closer to the router and tested both devices.

Support agent: Thank you. The notes are helpful. I'll run a remote line test. Please don't unplug anything while it runs.

Aisha: Okay. What should I try next if the test doesn't find the problem?

Support agent: I'll create a support ticket and arrange a technician visit rather than ask you to open the equipment.

Aisha: Could you confirm the ticket number and visit window by text?

Support agent: Yes. The ticket is RV-4821, and the visit window is tomorrow from ten to noon.

Aisha receives the text. The technician resolves the provider-side connection issue during the confirmed visit; no equipment is opened by Aisha.

Check the story

1. How often does the connection drop?
2. Which devices are affected?
3. What two work activities are interrupted?
4. What restart steps has Aisha tried?
5. Is the problem still happening after the restart?
6. What are the ticket number and visit window?

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A. Connection log

Time	Device	What happened	Returned
9:10	laptop	call froze; Wi-Fi disconnected	9:11
9:36	phone + laptop	both lost Wi-Fi	9:37
10:02	laptop	upload stopped	10:03

回答：

1. Does the problem affect only one device?
2. About how long does each interruption last?
3. What two kinds of work are affected?
4. Does the log prove why the Wi-Fi drops?

B. Safe steps checklist

✓ Restarted router once
✓ Waited for steady indicator lights
✓ Tested laptop and phone
✓ Tested closer to router
✗ Did not open equipment
✗ Did not change security settings

把已做步骤按顺序转告支持人员，并明确哪些危险或未经授权的步骤没有做。

C. 现象不等于原因

The Wi-Fi keeps dropping 是可观察现象；the router is broken 是未经检测的原因判断。本课优先报告日志和步骤。

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本课负荷说明

本课有6项全新主动表达：第1—6项。第7—10项是技术支持常见追问和确认。

1. The Wi-Fi keeps dropping.

Wi-Fi总是反复断线。keep + -ing 强调同一问题多次出现。

2. It happens every …

它每隔……发生。用于给出大致频率。

It happens every twenty minutes.

3. I've already tried …

我已经试过……。后接名词或动词-ing。

I've already tried restarting it.

4. First, I … Then, I …

首先我……，然后我……。用可执行顺序说明排查步骤。

5. The problem is still happening.

问题仍在发生。说明前一步没有解决当前故障。

6. What should I try next?

下一步我应该试什么？让支持人员给出下一项安全步骤。

7. Does it happen on one device?

只在一台设备上发生吗？帮助界定范围。

8. What have you tried so far?

到目前为止你试过什么？回答应说明动作和结果。

9. Did that change anything?

那有改变什么吗？可以回答完全、部分或没有变化。

10. I'll create a support ticket.

我会创建支持工单。后续应确认编号和下一步。

Don't Say It That Way

容易说出的句子	更自然的表达	原因
Wi-Fi always bad.	The Wi-Fi keeps dropping.	说明具体、重复的现象
Many times.	It happens every twenty or thirty minutes.	给可核对频率
I did everything.	I've already tried restarting the router and testing two devices.	列出实际步骤
The router is definitely broken.	The problem is still happening after a restart.	不把未经验证的原因说成事实

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1. keep + 动词-ing

The Wi-Fi keeps dropping.
The screen keeps freezing.

2. 频率表达

every twenty minutes
three times this morning
twice a day

3. 已经尝试的步骤

I've already tried restarting the router.
I've already tried a restart.

try + -ing 在这里表示把某方法作为解决办法试一试。

4. 顺序与结果

First, I turned it off. Then, I turned it back on. The problem is still happening.

快速练习

1. The screen keeps __________. (freeze)
2. It happens __________ thirty minutes.
3. I've already tried __________ the app. (restart)
4. First, I checked the cable. __________, I tested another device.
5. The problem __________ still happening.

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本课网页已配有完整对话、逐句播放和影子跟读。重点听故障频率、影响、已尝试步骤，以及工单号和上门时间。

The Wi-Fi keeps DROPPING.
every TWENTY OR THIRTY MINUTES
I've already tried RESTARTING THE ROUTER.

录音

按“现象—频率—范围—步骤—结果”录45—60秒。回听时检查数字、设备和结果是否比功能词更清楚。

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A. 理解检查

1. The Wi-Fi drops once a day.
2. Both the laptop and phone are affected.
3. Aisha says the router is definitely broken.
4. She has already restarted the router.
5. Support asks her to open the equipment.
6. A technician visit is arranged.

B. 从日志生成报告

用第3部分日志说5句：现象、频率、设备、影响、是否知道原因。

C. 顺序和结果

把步骤排序并用完整英语转告：

• waited for steady lights
• turned the router off
• tested the laptop
• turned the router on

最后补充问题仍在发生。

D. 未知追问

伙伴扮演支持人员，从“开始时间、频率、设备、影响、已试步骤、步骤结果”随机追问三项。你只能根据日志回答；不知道就说不知道。

E. Lesson 21间隔检索

1. A headache began four days ago and continues now. State the symptom and duration.
2. Give the exact past start point: Thursday morning.
3. Explain that the problem has become more severe from Saturday until now.
4. Say that the discomfort increases whenever you climb stairs.
5. Report that you have experienced no fever.
6. Close the description by saying you have reported all the changes you observed.

F. 实用写作

给技术支持写60—80词消息：故障、频率、设备、影响、两个已试步骤、当前结果。对方随机问一个未提供的细节，再写25—40词回复并请求下一步。

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现实故障任务

选择一个低风险数字故障：视频冻结、应用反复退出、蓝牙断开。制作三条时间日志，然后完成60—120秒支持对话。伙伴随机追问且只提供一个安全下一步。

至少自然使用本课6项新表达中的5项。

独立录音

不看整句，只看五个标题：problem / frequency / scope / tried / result，录60—90秒。

三天后的复习

更换设备和频率后重新报告。若仍只会说 It doesn't work，重做第3、4、7部分。

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为每项选择：能做到／还不稳定／需要重学。

• 我能用 keep + -ing 说明重复故障。
• 我能给出频率、设备范围和实际影响。
• 我能按顺序说明已试步骤及结果。
• 我不会把未经检测的原因说成确定事实。
• 我能回答未知追问，也能承认不知道。
• 我只执行低风险步骤，并把危险或授权外操作交给合格人员。

如果有两项以上选择“需要重学”，重做第3、5、7部分。