A customer called the cable company to report that the Internet connection is unstable. After trying several configuration changes, the technician decided to send the customer a new cable modem to try. What troubleshooting technique does this represent?
The troubleshooting technique demonstrated in this scenario is known as the “process of elimination.”
In the process of elimination, the technician systematically tests and eliminates various potential causes of the problem until the root cause is identified. In this case, the technician considered the customer’s reported instability issue and attempted several configuration changes to resolve it. However, since the issue persisted, the technician decided to eliminate the possibility of it being related to the customer’s existing cable modem.
By sending a new cable modem to the customer, the technician is eliminating the possibility of the problem being specific to the modem. If the new modem resolves the instability issue, it confirms that the old modem was indeed the cause. Conversely, if the issue continues with the new modem, it indicates that the problem lies elsewhere in the network or within the service provider’s infrastructure.
Overall, this troubleshooting technique allows the technician to narrow down the potential causes and focus the investigation on the most likely sources, ultimately leading to an effective resolution of the problem.
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