A couple quick points: the place to go to for this kind of thing should be your direct service provider, who hopefully has some means of communicating with upstream and peer providers when things are going wrong somehow, or at least might be able to give you some additional information.
Ahem, my success rate at that has been less than stellar. If you guys (you service providers, not you Sean) are so worried about being asked questions in public (and short of com-priv, I see no more logical place for this than NANOG if "local" questions don't work], why don't you work on schemes to pro-actively publish performance data? Otherwise you *will* get called to the table based on ping and traceroute data, there just ain't no other way. Either *you* do it, or others will do it for you, with the tools they find most appropriate, and all your whining will eventually be discounted. Be pro-active, or give them better tools. You *asked* to be in the kitchen, *you* better deliver a working network, including at the Internet-systemic level and not only in your own service provider centric environment. I suppose that if you guys can't figure it out yourself, there is always the opportunity to get it fixed by someone else. Like, ahem, regulation.