At LWA, we want you to feel confident using Luxembourgish in everyday life. And one situation that many learners find challenging is contacting customer support.
Whether it’s a problem with your internet, a delivery, a bill, or an appliance at home, knowing the right phrases can make these conversations much easier.
In this two-part series, you’ll learn practical Luxembourgish expressions for customer support situations, so you can explain problems clearly and get the help you need.
Here’s what you’ll learn in Part 1:
- How to start a customer support call politely
- How to explain a problem clearly and confidently
- Essential phrases for answering customer support questions
- Essential phrases for cancelling a service or subscription
Prett?
How to Start A Customer Support Call
Let’s start from the beginning. The first thing you’ll need to do is to contact customer support. We will focus solely on phone calls as they are usually the fastest, but they can be scary if you’re not confident speaking. So you’re calling customer support, when they answer, usually they’ll say something like,
Moien and then the company name followed by merci fir ären Uruff. Hello, thank you for calling.. Then they’ll ask,
Wéi kann ech Iech hëllefen? – How canI help you?
So, they speak first. And then you should say, Moien and your name. Then immediately explain why you’re calling. You can start with phrases like:
Moien, ech ruffen un, well… or Ech ruffen un, wéinst – Hello, I’m calling because (of)…
Let’s say your internet isn’t working. You could say:
Moien, ech ruffen un, well mäin Internet net geet. – Hello, I’m calling because my internet isn’t working.
Always be clear and direct.
Moien, ech ruffen un, wéinst menger Bestellung – Hello, I’m calling about my order.
Moien, ech ruffen un, wéinst menger Rechnung – Hello, I’m calling about my invoice.
Before they can help you, they’ll usually need to find your account. They might say:
Giving Your Details in Luxembourgish
- Wéi ass Ären Numm, wgl? – What’s your name, please?
- Wéi ass Är Clientsnummer? – What’s your client number?
- Wéi ass Är Bestellungsnummer? – Can I have your order number?
So it is important to have that information ready before you call: deng Clientsnummer, deng Rechnungsnummer oder deng Bestellungsnummer
How to Explain a Problem in Luxembourgish
After they find your account, they’ll ask you to explain the problem in more detail. They will often ask:
Wat ass dann de Problem? Wou läit de Problem – And what’s the problem?
Don’t worry. You don’t need a long explanation. In most situations, one or two simple sentences are enough.
You can use these three flexible sentence patterns:
- Ech hunn e Problem mat mengem/menger … – I have a problem with my …
- Mäi(n)/Meng … funktionéiert net méi richteg. – My … is no longer working properly.
- Eppes stëmmt net mat … – Something isn’t right with …
Beispiller:
Mäin Internet funktionéiert net méi säit gëschter Owend. D’Luuchten um Router blénken rout.
My internet stopped working yesterday evening. The lights on the router are blinking red.
Ech hunn e Problem mat menger Wäschmaschinn. Si funktionéiert net méi richteg säit enger Woch.
I have a problem with my washing machine. It hasn’t been working properly for a week.
Here’s an important tip when you don’t know the exact word: You don’t need to know every technical word in Luxembourgish.
If you don’t know the word Router, simply describe it: d’Internetsbox or d’Box
The customer support agent will almost certainly understand what you mean.
Typical Luxembourgish Troubleshooting Questions
Let’s have a look at some typical troubleshooting questions the customer service could then ask you
- Wéini genee hutt Dir de Problem fir d’éischt gemierkt? – When exactly did you first notice the problem?
- Kënnt Dir de Problem méi genee/genau beschreiwen? Could you describe the problem in more detail?
- Hutt Dir scho probéiert de Router nei ze starten? – Have you already tried to restart the router?
- Hutt Dir scho probéiert de Filter ze botzen? – Have you already tried to clean the filter?
- Ass de Router / d’Wäschmaschinn richteg ugeschloss – Is the router / washing machine connected properly?
- Sinn all d’Kabele fest agestach? – Are all the cables plugged in securely?
Luxembourgish Phrases for Answering Customer Support Questions
Here are some useful phrase starters that can help you answer customer support questions in many different situations:
- Jo, ech hunn … probéiert, gekuckt, kontrolléiert, un an ausgemaach. – Yes, I have tried, looked at it, checked, switched on and off
- Jo, mee et funktionéiert nach ëmmer net – Yes, but It still doesn’t work.
- Ech mengen, datt … – I think that …
- Ech sinn net sécher … – I’m not sure …
- Souwäit ech gesinn … – As far as I can see …
- Et schéngt, wéi wann … – It seems as if …
I particularly like adding the last two because they are extremely useful for learners on phone calls. Many people hesitate because they don’t know the exact answer, and these phrases allow them to keep speaking:
- Souwäit ech gesinn blénkt d’Internetluucht rout.
- Et schéngt, wéi wann d’Verbindung ënnerbrach wier.
The customer support might also need to check something on their computer and then they might say:
Ech muss dat nokucken. Bleift wgl ee Moment um Apparat. – I need to check this. Please hold for a moment.
And of course they always thank you for your patience: Merci fir Är Gedold.
Before we continue, a quick message for you.
If you’ve ever caught yourself thinking, “I can understand Luxembourgish… but when it’s my turn to speak, my mind goes blank,” or I don’t feel confident enough.
That’s exactly why I created my Speaking Practice Group for A2+ learners.
This isn’t another grammar class. It’s a place where you actually speak.
You’ll practise realistic workplace conversations, take part in guided role-plays, get personalised feedback, and build the confidence to use the Luxembourgish you already know—all in a small group of no more than six participants, so everyone gets plenty of speaking time, more opportunities to use the language.
Cancelling a subscription
Like your Internet or Mobile phone subscription or a gym membership. Subscription problems are common. You
might need to cancel, pause, or change your subscription. The Luxembourgish word for subscription is:
En Abonnement / En Abonnement kënnegen – to cancel a subscription
So how would you say: I’d like to cancel my subscription
Ech géif gär mäin Abonnement kënnegen.
Ech géif gär meng Memberschaft kënnegen – I want to stop my membership.
The customer support agent will probably ask why you’d like to cancel. For example:
Kann ech froen, firwat Dir kënnegt? – Can I ask why you’re cancelling?
How do you answer that politely? Be honest but brief. You could say,
- Ech benotzen den Service net oft. – I’m not using the service often.
- Et ass fir de Moment ze deier fir mech. – It’s too expensive for me right now.
- Ech wiesselen op en aneren Ubidder. – I’m switching to a different provider.
And if they offer you a discount or a special deal, but you’ve already made up your mind, you can say:
Merci fir d’Offer, mee ech wëll awer kënnegen. Meng Decisioun ass geholl. – Thank you for the offer, but I’d still like to cancel.
That’s polite, professional, and firm.
And that’s it for Part 1 of our Luxembourgish Customer Support series.
In Part 2, we’ll look at:
- How to deal with billing errors and refunds
- What to say when you don’t understand something
- How to ask for help, follow-ups, and solutions
- Polite ways to end a customer support conversation
