Well its not just escalation but all this hidden information, you perhaps dont understand as you clearly have access to this data so dont know whats it like to not have it.
But an end user who is told stories by an isp, and has to take their word for it because they dont have access to all the confidential BT wholesale data leads to confusion and misinformation that is brought about by this situation.
e.g. Black Sheep explained in an earlier post in 2014 that engineers jobs are not cut and dry, the isp books certain modules (not telling the end user which are booked) which affects what the engineer does on a visit, yet the end user thinks all SFI visits are equal, see my point?
and again part of the problem as well with the silly idea of locking the openreach modems so information is hidden from the end user, this leads to them guessing the cause of problems and extra booking of engineers.
Finally as well think of the current plusnet congestion issue, how do we even know if plusnet have been pushing BT wholesale for an investigation (since they claim its not their own network), everyone is just left hoping and guessing.