Well no the provider obviously cannot fix an upstream problem from his cmts but he should be able to know immediatly if there is a problem in his backhaul. I wouldnt sign up with a backhaul provider that didnt notify me. In fact the people we use does monitor our backhaul and does not hesitate to notify us even in the am hours, I know because they call me. :( There is a price to pay for being behind the 8-ball.
So in essense you are correct because I've had it happen with upstream routers swithes and such but the customer should only complain to me and I complain to them.
As to your question no the provider as I see it is only responsible for what comes out of the modem not the router but you know and I know if you dont diagnose the router or refuse to you will likely lose said customer.
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