OptimumOnline → Re: [help] Unstable Internet Speeds

I'm absolutely livid after the conversation with the customer support. Not only were the technician's diagnosis wrong but the fact I can reproduce the same exact issue on a different modem that I received directly from them, I can't remove the service charge of $80 for the incompetent technician who was of no help even though I can prove that it wasn't and issue with my modem that the technician laid the blame on. This is absurd as the customer support's tests always indicate that there is no problem when I can see clearly in front of me, TWO WHOLE channels are dropping in and out of connection on two different modems every couple seconds. The support representatives don't seem to care about the fact that I am losing channels, slow speeds, and high uncorrectable errors as long as their "tests" say everything is fine.

That's just totally unacceptable.

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.

Thank you and everyone else for the advice I have received over the past week, I'll create a topic in the Optimum Direct forum. I'm disappointed I can't get escalated no matter how hard I try to an tier 2 or higher support representatives from Optimum who actually know what channels/frequencies are other than running the so called tests that seem to always show everything is fine.

What you would need to do is leave connected amd schedule a service call and once they see they will be able to proper fix it. As they will see it's their modem and not result to saying that.

That's not my experience. They didn't help at all. I ended up have to talk to two guys I found with an Optimum bucket truck to get my issue resolved.