Optimum review: Optimum poor service internet

I have 500Mbs currently and I requested an upgrade on 24 Nov 23 to 1Ghz and optimum agent said it would happened immediately, which it did not, as a matter of fact it went down to 300Mbs and connection then dropped for an hour, Optimum showed my speed 1G and no outages, but after resetting modem several times It came back up, but still only 300Mbs. Went on Facebook to get them to reset it back to 500Mbs, but they they told be there was an outage in my area and the problem would be fixed? I said reset it back to 500Mbs, but they needed MAC address of modem? Why don't they have this data since it is their modem? Went to office in Franklin NC and I told them to cancel the upgrade, but she said she could she could not do that ? Got mad at her and said "YOUR WORTHLESS" and left. Internet outages from Optimum have been going on for over a year and they always say to reset the modem and router, but it is their problem. Why do they always want to blame the customer? Are they stupid , lazy or incompetent?