Which of the following represents the NEXT action the technician should perform?

A customer is using a satellite internet connection that is experiencing slowness. A technician notices high latency while pinging, but the download test is performing perfectly with very good download speeds.

Which of the following represents the NEXT action the technician should perform?
A . Restart the modem and run an online internet connection and speed diagnostic tool.
B. Guide the customer on how to upgrade the internet plan with the provider in order to improve latency.
C. Explain to the customer this is not an issue; this situation is normal for this type of internet connection.
D. Replace the modem because it is not working correctly based on the test result.

View Answer

Answer: A

Explanation:

The technician should restart the modem and run an online internet connection and speed diagnostic tool1. High latency is a common issue with satellite internet connections, and it can cause slow internet speeds2. Restarting the modem can help to resolve the issue1. The technician should also run an online internet connection and speed diagnostic tool to check the connection and speed1. Guiding the customer on how to upgrade the internet plan with the provider in order to improve latency is not likely to be the correct option2.

High latency while pinging can indicate a problem with the modem or the connection

between the modem and the satellite. Restarting the modem can often resolve connectivity issues. Running an online internet connection and speed diagnostic tool can help identify any other issues with the connection. Upgrading the internet plan may not resolve latency issues and may not be necessary if the download test is performing perfectly with very good download speeds. High latency is not normal for satellite internet connections, so replacing the modem based on this one test result is premature.

References: CompTIA A+ Certification Exam: Core 1 – Page 102