Sure, different companies have their own tech support structures. Often the first person you contact is not even a tech - but rather someone who can deal with account/billing issues, sales questions, maybe a password reset, and tech issues get elevated from there. But still, at least in larger companies, the first "technical support" level is usually staffed by the least trained and least experienced people who must follow a checklist. If deviation is then determined, it typically gets elevated to the next level where more experienced people with greater flexibility sit.
One more point about ISPs wanting their customers to use company provided "gateway" devices (integrated modems, WAPs, routers, Ethernet switch). Most big ISPs use these devices to provide free wifi "hotspots" to their customers wherever they travel. This is a very controversial subject because many customers use and enjoy this feature but it means those users providing the hotspot are providing the electricity without compensation. There is also some worry about security with strangers accessing the Internet through your wireless network. The bandwidth is extra (they are not using your bandwidth - at least that's the claim) but they are connecting to a "public" side of your network.
Note these are enabled by default. So if a customer does not want this, they have to opt-out - often not an easy process.
Comcast is turning your home router into a public Wi-Fi hotspot
Virgin Media will use home routers to provide public Wi-Fi hot spots - Following in BT’s footsteps