I am a voiceover artist working from home, and I often need to do live auditions with directors using various IP codecs, Skype, Zoom, or similar tools for recording. Lately, I've been facing persistent problems with high latency and packet loss, which make it impossible to record live audio. As a result, I've been losing out on gigs and potential income. I contacted my internet service provider, Optimum, and they sent out four technicians to investigate the issue. However, even after their visits, they concluded that the problem lies with my equipment - the router and modem (Arris S33 and UDM Pro).

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To verify their assessment, I borrowed a spare UDM Pro from a friend and connected it to the network for a week, but the same exact issues persisted. Then, I reached out to Arris, and they replaced my modem, but again, the issues continued for another week. Frustrated with the lack of progress, I filed a complaint through the FCC since Optimum refused further assistance, blaming my customer-supplied equipment as the root cause.

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In response to my complaint, Optimum sent their in-house techs and a lead tech to inspect the situation. Despite their assurance that the signals from their end look "great," the problems persist. The cable run for them is relatively new (13 months old) and goes around the block, with the fiber node at the end of the street converting it to coax.

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Before all of this started, I had to make some adjustments to the setup, including removing an uncapped ends splitter and replacing it with a -12db pad at the box on the side of my house. However, after the issues began, the first tech replaced the pad I put on the groundblock with a splitter and added another splitter inside the house. Despite my attempts to address the situation, Optimum continues to assert that the problem is with my equipment, even after putting one of their modems (CM3200A) on my network.

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I've tried using ping plotter and identified some problematic hops in the middle that show high latency and packet loss, but Optimum refuses to acknowledge these findings or take any action to resolve them.

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Being stuck with only one ISP in my area and with no resolution in sight, I am at a loss for what to do next. If you were in my situation, how would you handle this frustrating and unresolved situation?