Optimum review: internet

Have not had reliable Internet service for a week now. I went to an Optimum store and exchanged both my router and modem for newer models. Hooked it up, worked great for an hour then cut out. I have sporadic service at best. I call Customer Service. Hold times are ridiculous. The rep has no advice. I finally have a service call coming up (they no-showed the 1st time). If this issue can not be resolved, I will cancel Optimum and hook up service with another provider.