CM500v and Optimum

Can someone PLEASE once and for all tell me if Netgear CM500v works on ALL Optimum services? Like others that have posted the CM500v works on internet/cable/WiFi but I get no dial tone for voice.  One end of the phone cord is plugged into the modem, the other end is plugged into the wall jack.  The set up diagram says to plug the other end into tho the phone.  I have tried both and still no dial tone.  Called Optimum.  They went through their trouble shooting, then sent it to the escalation team (the escalation team works bankers hours m-f - that is a different rant) I have not heard back from the escalation team.  I called Optimum tech support BEFORE purchasing and I was told that Netgear CM500v IS compatible.  All over this msg board, I am seeing all of the same issues that I'm experiencing (phone 1 ports no lights, phone 2 port which is empty blinks on and off) I also see differing responses.  Some say the CM500v is NOT COMPATIBLE with Optimum and others on the board say to contact Optimum and they can activate.  Again, I'm still awaiting a call from Optimum escalation team.  In the meantime - can someone please tell me what Optimum has said to them directly about the CM500v an Optimum voice. Also, Netgear told me that Optimum was pushed the upgraded firmware, 10, mine is 9, and Optimum can upgrade my firmware, I can't do it myself. Can anyone speak to this? Is it accurate?

Thanks for any assistance that anyone can supply. 

*please only respond with your direct experience and knowledge and not your opinion.