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1. Opening 2. Paraphrase: to my understadning you are calling because you are experiencing a slow internet connection Am I correct? 3. Assurance : let me do my best to assist you 4. Asking premission to probe: To further resolve your concenrn, may I ask a few questions and run some tests? 5. Verification: May I ask for your first and last name? Is it okay to call you Ken How about your hughesnet account number 6. Pulling Up Customer: Please give me a few seconds to pull-up your account 7. I am running some diagnostics on your dish and modem: What time did it start how is the weather in your place. What device are you using in browsing the internet for your research :Upon diagnostics it seems that your dish is in good condition and the weather is good annd modem is fully operaional :I also did a speed test - and your Internet is 15mpbs whic is below the acceptale speed Probing : Have you tried clearing the cache and cookies of the browser? Iphone>> ( Settings> Safari. Clear History and Website Data) What browser are you using maam? Computer>> On the top right of the browser there are 3 dots did you see it? click it and choose history from the list 8. So here is what we are going to do, we will gonna Restart your modem : Can you kindly go to your modem : on the backof the modem there cables and one of them is a POWER cable? did you see it? follow the cable and unplugged it to the power box and after 10 seconds plugged in back in ( after 10 seconds) so while waiting for 10 sec, can i ask how are you doing today maam? that sound great 10 seconds had passed maam you may try to plug in back the power cable. Can you see if the lights from the modem are all lit? ( Thats great ) So i did a speed test again ms and the internet connection got better (its 50mbps now), can you try researching on the browser again to test if there is any improvement with your internet connection? Just a recap you called because of slow internet connection and the pages takes forever to load , so what we did is to restart your modem and there is an improvement to the internet connection.Ms Yeng if you experience the same problem in the future try to restart the modem by following the steps that we did today okay? 10. Is there anything alse I can help you with Survey and Reference and Closing