Problemas con el teléfono

Carlos has a problem with his phone. Since this morning, he has not been able to use the internet. He calls customer service and waits a long time.

First, he hears music. Then a voice says, “To speak with an agent, press one.” Carlos presses one and waits again. He looks at the clock. Thirty minutes have already passed.

At last, a woman answers.

“Good morning. My name is Laura. How can I help you?”

“Thank you! My internet has not been working since this morning. I have already turned the phone off and on, but the problem continues.”

“I understand. I’m going to check your account. Can you tell me your full name?”

“Yes, of course. I’m Carlos García, and my customer number is…”

At that moment, the call is disconnected. Carlos looks at the screen, surprised. Then he takes a deep breath and calls again. He hears the music again and thinks about what he will say when someone answers.

Carlos waits again. The music plays for twenty minutes. At last, a voice answers.

“Good morning. My name is Laura. How can I help you?”

Carlos recognizes her voice.

“Laura! I’m Carlos García. The call was disconnected a moment ago.”

“Yes, I’m very sorry. I don’t know what happened. Let’s continue. Can you tell me your customer number?”

Carlos looks for a bill on the table and reads out the number. Laura checks his account.

“Thank you, Mr. García. I see that your line is active. Do you have a signal on your phone?”

Carlos looks at the screen.

“Yes, I have a signal, but I don’t have internet.”

“I understand. I need to run a test. Please turn off mobile data and turn it on again.”

Carlos does it, but nothing changes.

“It doesn’t work,” he says.

Laura is silent for a few seconds. Then she speaks in a more serious voice:

“There’s one more thing. Your account needs a new password. Do you remember your current password?”

“I don’t remember the password,” Carlos replies. “I think it’s my date of birth.”

“Let’s create a new one,” says Laura. “Choose a password that is easy to remember, but don’t use your name.”

Carlos thinks for a moment and writes a new password on a piece of paper. Then he tells Laura. She changes the password and asks him to turn mobile data off and on again.

Carlos does it. He looks at the screen and waits a few seconds.

“Now it works! The internet is working,” he says happily.

“Perfect. I’m very sorry about the wait and the problem with the call.”

“That’s all right. Thank you for helping me.”

“Do you need anything else?”

“No, that’s all. Thank you very much, Laura.”

“You’re welcome, Mr. García. Have a good day.”

Carlos hangs up. This time, the call is not disconnected. He puts the paper in a safe place and sends his brother a message: “I have internet now.”

Then he makes a coffee and smiles. At last, the problem is solved.