Implement a status page, or use the social networks at least to report network issues.
Many providers and services have a page or social account to report this type of incidents.
At the moment 1 of our server it's having a terrible network performance, and we only knew about this because some clients were complaining.
Opening a ticket to know that the staff is "aware" of the problem, doesn't help me too much, wich is the problem? or what are you doing to solve it?
I hope you can implement this, so we can know before we receive mails-message-calls and we are not even aware of it.