Optimum review: DVR working inconsistently

I called customer service x 2- had to go through rebut to speak with someone and then explain the situation
I scheduled a technician to come as they recommended - he was knowledgeable and helpful /reported the repair had to be done from the "cloud"- not the signals from customer service - he reported a representative would call me.
I received a call 5 days later while I was work (1:00PM) - I could not access my system so the representative was going to call me back - No return call
I called again and had to wait while my system was rebutted AGAIN - the representative did not have the number to call the person back/ wanted to repeat the unplugging of my system to "fix the problem"= The representative said she would put in a request for the person to call me back after 5:00PM when I am home from work - she said they leave at 5:00PM but he will stay late to call me back (?)
Big suprise - again no call back
2 days later I wasted another hour and 15 minutes using the "chat" system - nothing was resolved/ more frustrating than ever - the representative scheduled a tech to come out again
I asked what this tech was going to do as the last tech said it could not be fixed from my home? No one listened - they pass the buck
There is no email or direct number to speak with a representative / no complaint dept or any source of help (I asked for an email - there is not one)
I have spent 3 hours trying to resolve this issue - the DVR will not record a show because it says "this show is being recorded already"
It is not being recorded - it happens with certain shows and cannot be assessed unless the show is actually playing live
Very frustrating - Optimum needs more informed representatives and a means of communication that avoids a system rebut in order to speak with a representative
My goal is to switch to another service - I just need to find the time to research other companies...
Thank you