How refreshing.
Yesterday, one of my DSL providers ran afoul of a backhoe which severed its OC3. The bad news was that a bunch of customers, me included, learned that we had no redundant path to the backbone -- at least not through this provider...The good news was that the fiber got spliced together very quickly, and the provider was really, really sorry and really, really proactive. I got calls from three people alerting me to the outage, and calls from four other people notifying me that it was cleared. In a situation like that, there's no such thing as overcommunicating.
Remember, the corollary to "Users of free services can't complain about the provider" is "Providers of paid services can't complain about the user." Part of what I'm purchasing is your silence and compliance.