My experience has been just the opposite. This is not directed at your post, but I liken internet access to owning a car. I have very limited knowledge about autos so I need to trust my mechanic to diagnose issue. AFA internet access there are so many variables that troubleshooting can be very tedious if not impossible for some do it yourselfers. I worked with computers & networks for 20 + years and truly enjoy fixing issues and learning all I can. Just knowing how to elevate issue to high level techs can be an art in and of itself though...
Here's the funny thing....I had to create a new forum name and VerizonSux, VerizonSux1, VerizonSux2 were all taken. That sort of says what people think.
Sure, the TV works (some of the time), internet is ok, and my phone rings (usually with telemarketing calls), but all in all, Verizon has been the single worst company I have ever done business with in my 25 years of being a consumer.
Currently, the VOD option is not working at all. In fact I have tried both TVs with no luck but I was able to rent a movie for $6, but now VOD won't let me watch it. There is no way to issue a ticket over the TV. So far the agent I am talking to has not been able to fix it (after going thru multiple prompts and waiting 5 mins to talk to someone).
Verizon's saving grace in many markets is that there are limited choices
Verizon is not any different than other ISPs or cable companies. The business model targets people who pay their bill and don't call. To keep expenses down, they have all out sourced large parts of their customer service organizations usually over seas. They also are all having to deal with huge increases in data usage for video streaming.
If you don't like Verizon switch to someone else, the customer support will be similar, but I have seen people who suffer from being on an overloaded node with ISP A and switching to ISP B did help a lot. The key is to find someone where you DON'T need to call customer support.
In terms of billing, the largest ISP in the US uses a billing system that is 20+ years old and is a freaking code driven nightmare. Trying to get billing issues fixed with them is a joke. If you escalate high enough they usually just give you a credit large enough to cover the issue, as actually getting the system to produce a correct bill in some cases is imposssible.