You will hear a conversation between a female customer and a male customer service agent. It is taking place on a phone call regarding an internet service plan change.

Speaker A (female): Hi, I’ve been thinking about upgrading my internet plan. I’m currently on the basic package, but my usage has increased quite a bit.
Speaker B (male): I see. May I ask what kind of activities have increased? Streaming or working from home?
Speaker A (female): Mostly streaming and video calls. Sometimes it feels a bit slow, especially in the evenings.
Speaker B (male): That’s quite common. Our premium plan offers faster speeds, especially during peak times. Would you like me to explain the details?
Speaker A (female): Yes, please.

Speaker B (male): Our premium plan gives speeds up to 200 Mbps and priority during peak hours. It costs 20 dollars more than your current plan.
Speaker A (female): That sounds good. Are there any contracts or activation fees?
Speaker B (male): No contracts, and activation is free if you upgrade this month. Plus, you get a free Wi-Fi router.
Speaker A (female): Hmm, that’s helpful. Can I switch back to the basic plan anytime if I’m not happy?
Speaker B (male): Yes, you can switch plans anytime with no penalties.
Speaker A (female): Great, I’d like to go ahead with the upgrade then.

Speaker B (male): Your upgrade will be effective within 24 hours. You’ll receive a confirmation email once it’s done.
Speaker A (female): Thanks. What about the Wi-Fi router? How do I set that up?
Speaker B (male): It’ll be mailed to your address within two days. The package includes instructions, but if you have any trouble, our support team is available 24/7.
Speaker A (female): That’s reassuring. Do you offer any discounts for bundle services?
Speaker B (male): Yes, if you subscribe to our TV or phone plans, you can get up to 15% off your monthly bill.
Speaker A (female): Interesting! I’ll consider adding those later. Thank you for your help today.
Speaker B (male): You’re very welcome! If you have any other questions, feel free to call anytime.

Listening Task 1 - Prompt 4

Listening Passage

Changing Internet Service Plan