A splitter is a device that divides a coaxial cable into two or more branches, allowing multiple devices to share the same cable connection. However, a splitter also reduces the signal strength and quality of the cable, which can affect the performance and reliability of the devices connected to it. A signal power of -97dB is very low and indicates a weak or poor cable signal, which can cause constant disconnections and slow speeds.
The support agent should recommend removing any splitters connected to the line and connecting the coaxial modem directly to the cable outlet. This can help to improve the signal power and quality of the cable, and thus enhance the performance and reliability of the wired devices. Alternatively, the support agent can also suggest using a signal amplifier or booster, which is a device that increases the signal strength and quality of the cable, to compensate for the signal loss caused by the splitter.
The other options are not correct because they are not the best recommendations to troubleshoot the issue. They are:
Switching the devices to wireless. Switching the devices to wireless may not solve the issue, as the wireless connection may also depend on the cable signal and quality. Moreover, switching the devices to wireless may introduce other problems, such as interference, security, or compatibility issues, that can affect the performance and reliability of the devices.
Moving the devices closer to the modem. Moving the devices closer to the modem may not solve the issue, as the problem is not related to the distance between the devices and the modem, but to the signal power and quality of the cable. Moreover, moving the devices closer to the modem may not be feasible or convenient for the user, depending on the layout and setup of the location.
Lowering the network speed. Lowering the network speed may not solve the issue, as the problem is not related to the bandwidth or capacity of the network, but to the signal power and quality of the cable. Moreover, lowering the network speed may degrade the user experience and satisfaction, as the user may not be able to access or use the network services or applications as expected.
Reference
1: Network+ (Plus) Certification | CompTIA IT Certifications
2: What is a Coaxial Splitter? - Definition from Techopedia
3: What is a Signal Amplifier? - Definition from Techopedia