why does he only have a consumer subscription and not a business package? I would expect the latter to come with better service levels and opportunities for problem escalation.
You'd have thought wrong.
Openreach are just as useless with business customers as domestic. Particularly if you aren't using BT as your ISP. They blame everything and anyone (ISP, customer wiring, etc) before they eventually capitulate and fix the problem no matter how many times you tell them the fucking dropwire is down!!!