Internet & Utilities Support

Ало, добър ден!

Alo, dobar den!

Hello, good day!

The first words when the support line finally picks up.

Обаждам се за интернета.

Obazhdam se za interneta.

I'm calling about the internet.

Stating your reason so the agent can pull up the right service.

Нямам интернет.

Nyamam internet.

I have no internet.

The blunt fact that starts most support calls — the connection is completely down.

Интернетът е много бавен.

Internetat e mnogo baven.

The internet is very slow.

For the other common fault — it works, but barely, and video keeps buffering.

Имам проблем с връзката.

Imam problem s vrazkata.

I have a problem with the connection.

The catch-all when the connection keeps dropping in and out.

Кога ще имам интернет?

Koga shte imam internet?

When will I have internet?

Pinning the agent down on when the service will actually be back.

Изпратете техник, моля.

Izpratete tehnik, molya.

Send a technician, please.

Asking for a home visit when they can't fix it over the phone.

Сметката ми е грешна.

Smetkata mi e greshna.

My bill is wrong.

Flagging an overcharge or a charge for a service you don't have.

Не разбирам.

Ne razbiram.

I don't understand.

When the agent's technical steps lose you over the phone.

Моля, повторете.

Molya, povtorete.

Please repeat.

Catching a reference number or a time slot said too quickly down the line.

По-бавно, моля.

Po-bavno, molya.

Slower, please.

The agent walks you through router steps fast — this slows them down.

Благодаря, дочуване!

Blagodarya, dochuvane!

Thank you, goodbye!

The polite way Bulgarians hang up once the ticket is logged.

За български, натиснете едно.

Za balgarski, natisnete edno.

For Bulgarian, press one.

Something you hear the instant the line connects, before any menu — the language choice. Press it and the whole call stays in Bulgarian; this is the recording every learner should be able to follow without panicking.

Моля, изслушайте внимателно опциите в менюто.

Molya, izslushayte vnimatelno optsiite v menyuto.

Please listen carefully to the menu options.

Something you hear right after the language choice — the stalling line that means the real options are coming next, so don't press anything yet.

За технически проблем, натиснете две.

Za tehnicheski problem, natisnete dve.

For a technical problem, press two.

Something you hear in the menu itself — the branch you want when the internet is down. Billing is usually a different digit, and picking the wrong one costs you the whole queue.

Въведете клиентския си номер и натиснете решетка.

Vavedete klientskiya si nomer i natisnete reshetka.

Enter your client number and press the hash key.

Something you hear before you ever reach a person — the machine wants the number off your contract. 'Решетка' is the # key (звездичка is *); have the number in front of you before you dial.

Искам да говоря с оператор.

Iskam da govorya s operator.

I want to speak to an operator.

What you say aloud when the voice menu asks you to describe your reason — the shortcut out of the recording to a live agent. Formal вие, as with anyone at a company.

Всички оператори са заети.

Vsichki operatori sa zaeti.

All operators are busy.

Something you hear on a loop while you wait — the single most common recorded line on a Bulgarian support number. It means stay on, not hang up.

Останете на линията и ще ви свържем с оператор.

Ostanete na liniyata i shte vi svarzhem s operator.

Stay on the line and we will connect you with an operator.

Something you hear between the hold music — the reassurance that the queue is real. Recognising it saves you from redialling and losing your place.

Приблизителното време на изчакване е около пет минути.

Priblizitelnoto vreme na izchakvane e okolo pet minuti.

The approximate waiting time is about five minutes.

Something you hear as an estimate, usually optimistic. Learn the frame and swap the number — it is the one piece of information the recording actually gives you.

Чакам вече двайсет минути.

Chakam veche dvayset minuti.

I have already been waiting twenty minutes.

Said flatly to the agent the moment they pick up — a fact, not an accusation. This is the polite-persistence register: state what happened, don't attack the person who just answered.

Здравейте, с какво мога да ви помогна?

Zdraveyte, s kakvo moga da vi pomogna?

Hello, how can I help you?

Something you hear the second a human finally picks up, said fast and from a script. It is your cue to say your reason in one short sentence.

Имате ли клиентски номер?

Imate li klientski nomer?

Do you have a client number?

Something you hear before anything else can happen — nothing moves until they can find you in the system. 'Клиентски номер' is the customer number printed on your contract and every bill.

Клиентският ми номер е нула седем три две едно.

Klientskiyat mi nomer e nula sedem tri dve edno.

My client number is zero seven three two one.

Reading your number back digit by digit, which is how Bulgarians dictate numbers on the phone. Swap in your own digits; the frame with the definite article 'клиентският ми номер' stays.

Кажете ми трите си имена.

Kazhete mi trite si imena.

Tell me your three names.

Something you hear during verification — Bulgarians have three names (given, father's, family) and the system expects all three. Foreigners give whatever is on their residence card, and it is normal to say so.

Къде мога да намеря клиентския си номер?

Kade moga da namerya klientskiya si nomer?

Where can I find my client number?

The rescue question when the agent asks for a number you have never seen — they will tell you which corner of the bill or which screen in the app it sits in.

Какво точно е проблемът?

Kakvo tochno e problemat?

What exactly is the problem?

Something you hear as the first real question of the call. 'Точно' is the key word — they want a specific symptom, not a general complaint.

Нищо не работи — нито интернетът, нито телевизията.

Nishto ne raboti — nito internetat, nito televiziyata.

Nothing works at all — neither the internet nor the television.

For the total blackout on a combined package. The нито…нито pairing is the natural Bulgarian 'neither…nor' and sounds much better than listing with 'и'.

Проблемът е от вчера вечерта.

Problemat e ot vchera vecherta.

The problem has been there since yesterday evening.

The answer they always want next — how long it has been going on. Swap 'вчера вечерта' for 'от сутринта' or 'от три дни' as needed.

От кога е проблемът?

Ot koga e problemat?

Since when has the problem existed?

Something you hear immediately after you describe the symptom — the duration decides whether it is logged as a fault or blamed on the weather.

И съседите нямат интернет.

I sasedite nyamat internet.

The neighbours have no internet either.

The one sentence that turns a personal fault into an area outage and skips ten minutes of router questions. Worth checking with the neighbours before you dial.

Връзката прекъсва на всеки няколко минути.

Vrazkata prekasva na vseki nyakolko minuti.

The connection drops every few minutes.

The hardest fault to report because it is working while you call. 'Прекъсва' in the present tense signals a repeating drop, not a single outage.

Вечер е много бавно, през деня е нормално.

Vecher e mnogo bavno, prez denya e normalno.

In the evening it is very slow, during the day it is normal.

The classic shared-line complaint. Giving them the time pattern is what gets the call escalated instead of dismissed.

Постоянно ли е, или от време на време?

Postoyanno li e, ili ot vreme na vreme?

Is it constant, or now and then?

Something you hear as the diagnostic fork in the conversation — the answer decides whether they reset the line remotely or send someone out.

Мигат ли лампичките на рутера?

Migat li lampichkite na rutera?

Are the lights on the router blinking?

Something you hear within the first minute of any internet fault call. 'Лампичка' is the everyday diminutive for an indicator light — nobody says 'индикатор' on the phone.

Рестартирахте ли го?

Restartirahte li go?

Did you restart it?

Something you hear before they will do anything else. Answer honestly — if you say yes and you haven't, the next twenty minutes are wasted.

Рестартирах го два пъти, но няма промяна.

Restartirah go dva pati, no nyama promyana.

I restarted it twice, but there is no change.

The answer that moves the call forward instead of in a circle. 'Рестартирах' is first person past and carries no gender, so it works for any speaker.

Свети червена лампичка.

Sveti chervena lampichka.

A red light is on.

Standing in front of the router describing what you see. Useful colours: червена (red), зелена (green), оранжева (orange).

Изключете го от контакта за една минута.

Izklyuchete go ot kontakta za edna minuta.

Unplug it from the socket for one minute.

Something you hear as the first instruction — 'от контакта' means from the wall socket, not the on/off button, which is exactly the distinction they care about.

Проверете дали кабелът е добре включен.

Proverete dali kabelat e dobre vklyuchen.

Check whether the cable is properly plugged in.

Something you hear while they wait for the line to reset — the standard script step. 'Дали' is the everyday 'whether' here.

Какво да натисна сега?

Kakvo da natisna sega?

What should I press now?

When the agent has run three steps ahead of you and you are still on step one. Short, neutral, and it stops the script without sounding annoyed.

Направих всичко, което ми казахте.

Napravih vsichko, koeto mi kazahte.

I did everything you told me.

Closing off the troubleshooting phase so they stop repeating it. 'Направих' is genderless past tense, so one recording serves everyone.

Ще проверя, момент.

Shte proverya, moment.

I'll check, one moment.

Something you hear constantly — the agent is opening your file or muting you to ask a colleague. Expect silence for a minute; it does not mean you were cut off.

Има авария в района.

Ima avariya v rayona.

There is an outage in the area.

Something you hear as the best possible answer — the fault is theirs and already known. 'Авария' covers any network breakdown, from a cut fibre to a dead street cabinet.

Платих тази сметка, а още стои като дължима.

Platih tazi smetka, a oshte stoi kato dalzhima.

I paid this bill, but it is still showing as owed.

The most common billing call — the payment landed but the system has not matched it. 'Платих' is genderless; 'дължима' is the word on the account screen.

Сметката е двойно по-висока от обичайното.

Smetkata e dvoyno po-visoka ot obichaynoto.

The bill is twice as high as usual.

Opening a dispute without naming a figure — comparing to your normal month is stronger than quoting an amount and works whatever the sum.

За кой период е сметката?

Za koy period e smetkata?

Which period is the bill for?

Something you hear the moment you mention a bill — they need the month before they can look at anything. Have the date in front of you.

Не разбирам за какво е това перо в сметката.

Ne razbiram za kakvo e tova pero v smetkata.

I don't understand what this line on the bill is for.

Pointing at one line item rather than the total. 'Перо' is the accounting word Bulgarians use for a single item on a bill and instantly makes you sound like you know the document.

Искам сметката да бъде коригирана.

Iskam smetkata da bade korigirana.

I want the bill to be corrected.

The concrete ask, said once you have explained the error — without it the call ends with an explanation and no change to your account.

Нямам такава услуга в договора си.

Nyamam takava usluga v dogovora si.

I don't have such a service in my contract.

The strongest and simplest denial, and it carries no gender — safer than any past-tense 'I never ordered it' construction.

Не съм поръчвал тази услуга.

Ne sam porachval tazi usluga.

I did not order this service.

The direct denial when they insist it was activated. Note the gendered participle: a woman says 'не съм поръчвала' — this recording is the masculine form.

Услугата е активирана на пети март.

Uslugata e aktivirana na peti mart.

The service was activated on the fifth of March.

Something you hear as their evidence, read off the system. Ask what channel it was activated through — often it was a promotion nobody explained.

Искам да я премахнете от договора ми.

Iskam da ya premahnete ot dogovora mi.

I want you to remove it from my contract.

The ask that has to follow the denial. 'Я' refers back to услугата — feminine, so keep it if you are talking about a service.

Искам да ми възстановите сумата.

Iskam da mi vazstanovite sumata.

I want you to refund me the amount.

The formal ask for money back. 'Възстановявам сума' is the phrase on their forms, so it lands better than anything with 'връщам пари'.

Ще ми приспаднете ли дните без интернет?

Shte mi prispadnete li dnite bez internet?

Will you deduct the days without internet?

The realistic version of a refund — a credit on the next bill for the outage. Asking directly is the only way it happens.

Сумата ще бъде приспадната от следващата сметка.

Sumata shte bade prispadnata ot sledvashtata smetka.

The amount will be deducted from the next bill.

Something you hear in reply — the standard resolution. Ask for it in writing, because it is easy for it to quietly not happen.

Трябва да подадете писмено заявление.

Tryabva da podadete pismeno zayavlenie.

You have to submit a written request.

Something you hear when the phone call alone will not do it. Ask where — the website form, the app, or an office — before you let them hang up.

Може ли да говоря с ваш ръководител?

Mozhe li da govorya s vash rakovoditel?

May I speak with your supervisor?

The escalation sentence, kept polite by 'може ли' and 'ваш'. Say it calmly after you have given the first-line agent a fair chance.

Свържете ме с някой, който може да реши въпроса.

Svarzhete me s nyakoy, koyto mozhe da reshi vaprosa.

Connect me with someone who can resolve the matter.

For when the agent keeps repeating the script. It targets the process, not the person, which is exactly the register that works in a Bulgarian call centre.

В момента няма свободен ръководител.

V momenta nyama svoboden rakovoditel.

There is no supervisor available at the moment.

Something you hear as the standard block. The counter-move is to ask for a callback from one and for the request to be logged under your reference number.

Искам да подам жалба.

Iskam da podam zhalba.

I want to file a complaint.

The words that change the call's status. 'Жалба' is a formal complaint that has to be registered — heavier than 'оплакване', which is just grumbling.

Може ли номер на сигнала?

Mozhe li nomer na signala?

Could I have the reference number for the report?

The single most useful sentence in this whole scenario. A 'сигнал' is a logged fault report — without its number, your next call starts from zero.

Номерът на сигнала е петдесет и осем деветдесет и две.

Nomerat na signala e petdeset i osem devetdeset i dve.

The reference number is five eight nine two.

Something you hear at the end of a proper call, read out in pairs of digits as Bulgarians do. Write it down before you say anything else.

Може ли да ми го продиктувате бавно?

Mozhe li da mi go prodiktuvate bavno?

Could you dictate it to me slowly?

'Продиктувам' asks them to read it out for you to write — a stronger, clearer request than just asking them to repeat it.

Записах го, ще го повторя за проверка.

Zapisah go, shte go povtorya za proverka.

I've written it down, I'll repeat it to check.

Announcing the read-back so they wait and listen. 'Записах' is genderless, and this one habit prevents most misheard reference numbers.

Запазете този номер за справка.

Zapazete tozi nomer za spravka.

Keep this number for reference.

Something you hear as they close the call — proof that the number matters. 'За справка' means for looking it up later, which is exactly what you will do.

Ще пратим техник.

Shte pratim tehnik.

We will send a technician.

Something you hear as the outcome you were fishing for. Do not hang up on it — a visit with no date and no reference number is not a visit.

Кога ще дойде техникът?

Koga shte doyde tehnikat?

When will the technician come?

The immediate follow-up. Note the definite article on техникът — you are asking about the specific one they just promised.

Може ли посещението да е след пет часа?

Mozhe li poseshtenieto da e sled pet chasa?

Could the visit be after five o'clock?

Negotiating the slot around a working day. They offer half-day windows, so name your constraint rather than accepting the first one.

Трябва да има някой вкъщи в този интервал.

Tryabva da ima nyakoy vkashti v tozi interval.

Someone has to be at home during that window.

Something you hear when the slot is agreed — 'интервал' is the two- to four-hour window, and a missed visit usually goes to the back of the queue.

Техникът ще ви се обади преди да дойде.

Tehnikat shte vi se obadi predi da doyde.

The technician will call you before coming.

Something you hear as the practical arrangement — keep your phone on you, because an unanswered call often counts as nobody home.

Ще получите обратно обаждане.

Shte poluchite obratno obazhdane.

You will receive a callback.

Something you hear when they cannot solve it now. Ask by when — an open-ended callback promise is the easiest thing in the world to forget.

Обещаха ми обратно обаждане, но никой не се обади.

Obeshtaha mi obratno obazhdane, no nikoy ne se obadi.

I was promised a callback, but nobody called.

The chase sentence. 'Обещаха ми' — they promised me — keeps it impersonal, so you are not blaming the agent who happens to have answered.

Обаждам се за трети път за същия проблем.

Obazhdam se za treti pat za sashtiya problem.

This is the third time I'm calling about the same problem.

The centrepiece of polite persistence: a plain count of the calls, no adjectives, no anger. In Bulgaria this lands far harder than raising your voice.

Проблемът е отстранен.

Problemat e otstranen.

The problem has been resolved.

Something you hear read off the ticket, sometimes while your internet is still down. 'Отстранен' means removed/cleared — the system's word, not necessarily reality.

При мен още не работи.

Pri men oshte ne raboti.

At my place it still doesn't work.

The answer to a ticket closed too early. 'При мен' — at my end — is the natural way to contrast your reality with their screen.

Искам да прекратя договора.

Iskam da prekratya dogovora.

I want to terminate the contract.

Said plainly at the start of the call so they route you to retention rather than support. 'Прекратявам договор' is the contractual verb.

Договорът ви е срочен до края на годината.

Dogovorat vi e srochen do kraya na godinata.

Your contract is fixed-term until the end of the year.

Something you hear the moment you say the word cancel. 'Срочен' means fixed-term — the detail that decides whether leaving costs you anything.

Има ли неустойка, ако прекратя по-рано?

Ima li neustoyka, ako prekratya po-rano?

Is there a penalty if I terminate early?

The question to ask before you commit to anything. 'Неустойка' is the contractual early-exit penalty and is the word on your contract.

Мога да ви предложа по-добри условия, ако останете.

Moga da vi predlozha po-dobri usloviya, ako ostanete.

I can offer you better terms if you stay.

Something you hear the second cancelling becomes real — the retention offer. Ask for it in writing before you accept, because the phone version rarely matches the contract.

Ще ви прехвърля към техническия отдел.

Shte vi prehvarlya kam tehnicheskiya otdel.

I'll transfer you to the technical department.

Something you hear just before the hold music comes back. Get the reference number before you agree, in case the transfer drops.

Моля, не ме прехвърляйте пак — вече обясних два пъти.

Molya, ne me prehvarlyayte pak — veche obyasnih dva pati.

Please don't transfer me again — I've already explained twice.

Polite refusal of a third handover. 'Обясних' is genderless past, and the count of repetitions does the work instead of irritation.

Преди малко връзката прекъсна и звъня отново.

Predi malko vrazkata prekasna i zvanya otnovo.

We were cut off a moment ago and I'm calling again.

The opening line of the second call after the line dropped mid-transfer — it tells the new agent to look for an existing ticket rather than start fresh.

Запишете си номера ми, в случай че прекъсне.

Zapishete si nomera mi, v sluchay che prekasne.

Take down my number in case we get cut off.

Said before a transfer or a long hold. It costs nothing and occasionally saves the whole call.

Разбирам, че не зависи от вас, но проблемът стои.

Razbiram, che ne zavisi ot vas, no problemat stoi.

I understand it's not up to you, but the problem remains.

The most valuable register in the file: acknowledge the agent, refuse to drop the issue. 'Проблемът стои' — the problem stands — is exactly how Bulgarians phrase it.

Трябва ми конкретен срок, не приблизителен.

Tryabva mi konkreten srok, ne priblizitelen.

I need a concrete deadline, not an approximate one.

For when you keep getting 'в най-скоро време'. Naming the difference between конкретен and приблизителен forces an actual date out of them.

Ще изчакам на линията, докато проверите.

Shte izchakam na liniyata, dokato proverite.

I'll wait on the line while you check.

Blocks the polite brush-off of 'we'll call you back'. Offered warmly it is hard to refuse, and it keeps the ticket open in front of them.

Разбирам ви напълно, ще направим всичко възможно.

Razbiram vi napalno, shte napravim vsichko vazmozhno.

I completely understand you, we'll do everything possible.

Something you hear as the scripted empathy line. It is not a commitment — follow it immediately with a request for a deadline and a reference number.

Говорите много бързо, не мога да следя.

Govorite mnogo barzo, ne moga da sledya.

You're speaking very fast, I can't follow.

Call-centre agents read from a template at speed. This names the problem without apologising for your Bulgarian, which is the right instinct.

Не разбрах добре — може ли с други думи?

Ne razbrah dobre — mozhe li s drugi dumi?

I didn't quite understand — could you put it in other words?

Better than asking for a plain repeat: a second wording usually drops the jargon. 'Разбрах' is genderless.

Може ли да ми го пратите писмено?

Mozhe li da mi go pratite pismeno?

Could you send it to me in writing?

Your best repair on a bad line: written Bulgarian is far easier than spoken, and it gives you a record of what was promised.

С друго да ви помогна?

S drugo da vi pomogna?

Can I help you with anything else?

Something you hear as the scripted wrap-up. It is your last window to ask for the reference number before the call ends.

Значи очаквам техник в четвъртък, нали?

Znachi ochakvam tehnik v chetvartak, nali?

So I'm expecting a technician on Thursday, right?

The confirmation read-back that turns a vague call into a commitment. 'Нали?' invites the agent to say yes on the recorded line.