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An M/G/1 retrial queue with two-phase service and feedback is studied in this paper, where the server is subject to starting failures and breakdowns during service. Primary customers get in the system according to a Poisson process, and they will receive service immediately if the server is available upon arrival. Otherwise, they will enter a retrial orbit and are queued in the orbit in accordance with a first-come-first-served (FCFS) discipline. Customers are allowed to balk and renege at particular times. All customers demand the first "essential"service, whereas only some of them demand the second "multi-optional" service. It is assumed that the retrial time, service time and repair time of the server are all arbitrarily distributed.The necessary and sufficient condition for the system stability is derived. Using a supplementary variable method, the steady-state solutions for some queueing and reliability measures of the system are obtained.