I'll agree ISP support is terrible, though most are worse than FIOS. They treat you as a commodity, so do the same to them. Their support stinks, so why buy anything more than what you have to.
My advice to everyone is view your ISP's internet as a pipe coming into your house. Don't use anything in terms of their equipment beyond what is needed to get wired internet working. Get your own router and do it yourself. If you don't know how to, research, get a friend, or hire someone, it will be well worth it. The equipment ISPs ship is overpriced and underperforms. Besides as you've pointed out their support stinks, so the only time you call them is when you absolutely have to....i.e. the internet on a wired connection is not meeting their committed levels.
I would extend that to don't use your ISPs email, any AV products, speed up tools etc etc. There are better options for free that you will never lose because you are switching ISPs.