#135 Reporting Internet Connection Issues｜French Everyday Life Phrases

When you are unable to connect to the Internet at home, at your accommodation, or in the office, it can significantly disrupt both your work and daily life.

Internet connection problems often occur unexpectedly, and if you are unable to explain the situation clearly, resolving the issue may take longer than necessary. For this reason, it is important to describe the facts in a clear and logical order.

In this article, I explain useful French expressions for consulting someone about Internet connection issues.

Dialogue

A

Excusez-moi, je rencontre un problème avec ma connexion Internet depuis ce matin.
（Excuse me, I have been experiencing a problem with my Internet connection since this morning.）

B

Pourriez-vous me décrire le problème plus en détail ?
（Could you describe the problem in a bit more detail?）

A

La connexion est très lente et parfois elle se coupe complètement.
（The connection is very slow, and sometimes it cuts out completely.）

B

Est-ce que cela concerne tous vos appareils ou seulement un ordinateur ?
（Does this affect all of your devices, or only one computer?）

A

Cela se produit sur tous les appareils.
（It happens on all of my devices.）

B

Avez-vous déjà redémarré le modem ou le routeur ?
（Have you already restarted the modem or the router?）

A

Oui, je l’ai fait, mais le problème persiste.
（Have you already restarted the modem or the router?）

B

Dans ce cas, nous allons vérifier la ligne de notre côté.
（In that case, we will check the line on our end.）

1. Stating the Reason for Contacting Support

At the beginning, it is important to clearly state what kind of issue you are contacting support about.

The expression “rencontrer un problème” means “to be facing a problem” and can be used for a wide range of everyday issues.

Adding time-related information makes the situation clearer.

2. Describing the Problem in Detail

Next, explain how the problem is affecting you. Instead of saying something vague like “It doesn’t work,” try to describe the issue as specifically as possible.

The adjective “lente” (slow) is basic vocabulary for describing reduced speed.

The verb “se couper” (to cut out) is useful for describing interruptions in connections, power, or even conversations.

3. Explaining the Scope of the Problem

Support staff need to know whether the issue affects everything or only part of the system. Being able to explain the scope of the problem can speed up the resolution process.

Here, “cela” refers to the entire problem mentioned previously. It is a useful pronoun that avoids repeating the same subject.

4. Explaining What You Have Already Tried

In many cases, support staff will ask whether you have restarted the equipment. If you have already done so, stating this clearly helps avoid unnecessary steps.

Using “déjà” (already) shows that basic troubleshooting has been completed.

The verb “persister” (to persist) is useful for explaining that the issue continues without being resolved.

Summary