Call an Internet Provider in Brazil: Portuguese for a Service Problem
When your connection stops working, explain which devices are affected and what you have already tried. This guide gives you a clear Portuguese script for contacting internet support.
Real Life Portuguese · 6 min read · Updated October 15, 2026
The short answer
Start by saying whether the internet stopped completely or became unstable. A internet caiu means the connection went down; a internet está muito lenta means the internet is very slow. Add when it began and whether the problem affects one device or several.
Describe the connection problem clearly
Avoid using funciona (works) on its own if the connection partly works. Contrast the problem with what you can still do: consigo abrir mensagens, mas não consigo fazer chamadas de vídeo (I can open messages, but I can’t make video calls).
A internet caiu hoje de manhã e ainda não voltou.
The internet went down this morning and still hasn’t come back.
O Wi-Fi conecta, mas os sites não abrem.
The Wi-Fi connects, but websites won’t open.
Answer troubleshooting questions without guessing
Support may ask whether the modem is on, whether a light is blinking, or whether you restarted it. Useful terms include modem, roteador (router), luz vermelha (red light), and cabo (cable). Say what you actually see: a luz da internet está vermelha (the internet light is red).
If you do not understand an instruction, ask the agent to repeat it more slowly or guide you one step at a time. You can say já tentei reiniciar o modem (I already tried restarting the modem) when that is true.
Você pode repetir o último passo mais devagar?
Can you repeat the last step more slowly?
A luz do modem está piscando. O que devo fazer?
The modem light is blinking. What should I do?
Confirm the next step and keep the reference
Ask whether the provider can test the line remotely or whether an appointment is needed. If there is a visit, confirm the day, time window, and whether someone needs to be at home. Provider procedures vary, so use the agent’s current instructions.
Before ending the call, ask for the protocolo (reference number) and repeat the agreed action. This helps you describe the same issue if you contact support again.
Preciso ficar em casa durante a visita?
Do I need to stay home during the visit?
Pode me passar o número do protocolo, por favor?
Could you give me the reference number, please?
Put it into practice
State what fails, what you observe, and what you have tried. Confirm the next step, appointment details, and reference number before ending the call.
Quick practice
Which Portuguese example matches “Do I need to stay home during the visit”?
Choose an answer to check yourself.
Keep practicing with the Real Life Portuguese app
Build on this guide with everyday expressions and native Brazilian audio. Choose iPhone, Android, or the web app.