Most tickets are dealt with as an immediate and visual fault but asking about root causation meets with a brick wall or some BS template response that is irrational in the context of the fault. Like the submarine cable owners of 5 cables haven't explained how there is a single point of failure for the whole continent of Africa 250km off the Cote d'Ivoire. I assume that the Transit provider advertises prefixes to the cloud providers regardless of having an internal fault as the route metric is the path between the two and not the full downstream path within the Transit provider?
Sounds like you should deal with it with your wallet :-) and buy from someone else if they cant give you answers.
A support team that works with you is paramount.
Regards
Edd