OK. So you have determined that the problem is with your internal wiring, right? If that's the case, then you owe the $80 fee for the truck roll unless you have the wire maintenance plan. That's their policy.

As far as fixing the problem goes, the Optimum tech can't fish cables in wall, so unless your modem is in a room with an outside wall and you're comfortable with them drilling a hole in the side of your house, then what do you propose they do?

Dealing with support can be frustrating, so I'm not saying that you're wrong for being pissed off...

Optimum is a pain in the ass, refusing to remove the service appointment charge no matter how hard I try. So effectively I paid $80 for someone to come over, tell me there's a problem, and makes an educated guess at the cause and leaving. This is ridiculous. I would expect a service technician to at least find the problem and try to fix it. I'd rather have the $80 towards the technician to correctly find the problem and not fix it than make a guess at what's the problem and leaving right after.
Instead I'm left to do all of the testing, diagnoses, and repairs myself. I don't see the value in service appointments which are supposed to relieve some of the work customers have to do to fix the issue when I'm left doing all the work.

Altice is having huge problems with channels in the 600 mhz range. I am willing to bet it's because of TMobile enabling 600mhz on their towers. A lot of people in my area of Long can't watch channels 4 and 5 due to it. It's bringing out all the problems in altices network.

Even on the cable modem side I have issues on any channels on the 6xxmhz area.

The folks there really do want to help when other support options fail. :)

That's just totally unacceptable. :mad:

Time to take it to the next step, and start a NEW thread over in the Optimum Direct Forum: »Optimum Direct

You will need to start a New Topic thread, as all Topicss are Private. (only the OP and Optimum Support personnel can read/post, to ensure Privacy).

Be courteous, patient, and provide full details... The folks there really do want to help when other support options fail. :)

With a 200 plan, I'm pretty sure you should have gotten a 1602 to begin with.

The TM802G that I received from optimum works fine as it doesn't connect (8x4 vs the 16x4 of my SB6183) to any of the channels/frequencies that were causing the problems in the first place so I'm still unable to verify whether it's my SB6183's fault or not unfortunately. At least it works but now it will incur a $10/mo rental fee sadly. I can't force the modem to switch to the channels (channel 24/723MHz and channel 12/651MHz) that were causing me issues to test whether or not the original issue was from the line or the SB6183.

Screenshot of the TM802G status page: »screenshots.firefox.com/ ··· 8.100.1#

I'd get one of the Optimum-Owned Rentals from the local Optimum Store FIRST, and see if that is the problem.
If the issue is NOT with your Modem, and is proven to be with Optimum's service, You should be able to get the $80 service fee waived.

The tech's tester showed the signal was fine and blamed my non-approved modem for the fluctuating SNR. It is possible for the line to the modem to be perfectly fine but the modem to cause intermittent extreme fluctuations of SNR between 0 and 33 every 2 minutes? My second call yielded a better Tier 2 tech who found high packet loss to the modem and stated that the modem was DOCSIS 3.0 and should work fine regardless of whether it was an "approved modem" or not. Now i have wasted $80 on a service check appointment.

At this point, I'll have to buy some lottery tickets so I can run some fiber from the nearest IX POP to my home and pay for transit and peering.