I do have some sympathy here. Whilst those in the tech industry can usually up their game to improve monitoring and gather and act upon telemetry unless it's all set up as part of the build out project it can be hard to find the time against BAU to configure and improve.
It does highlight the need for end users to report outages or poor performance, even though if you one of the early reportees in a wider-impact incident you might get the runaround or a nonsense response.
When I was back on Voda FTTP and a Pro package and reported an outage, although I got the runaround on the initial report the support team did later admit that they had gone back and linked all the individual reports together and I had been the first to call it in.
From a practical point of view where an ISP has full control of both infra and IP service they should be in a better place to see what is wrong, how would this compare to an ISP reselling over a shared infra like OpenReach or CityFibre and their ability to see Layer 2 fibre faults?