Reminded me of a situation at work several years ago.

There was a small branch office about 90-120 minutes away (depending on traffic) from our local facility. Because of its size, the office had no on-site tech support.

We started getting phone calls about not having any Internet service. We did some troubleshooting over the phone. It looks like it is an outage. We called the ISP ... no, there are no outages today. I drive to the office (by now, it is afternoon), plug my laptop directly into the ISP’s modem. Rebooted the modem and checked power and several other things inside. Still dead as a doornail.

I called the ISP again.
ISP: “No, there are no outages today.”
Me: Well, I’m from IT and I can tell you there IS an outage.
ISP: “Wait, where are you again? Oh, yeah a fiber optic cable was cut near there. We expect it to be repaired this evening.”

(It was long enough ago that I showed the office manager how to connect to our dial-up provider in order to submit her reports for the day.)

So I already know that you cannot trust the ISP’s site or support staff to inform you of an outage.