but as in what i wrote to starhub -
it's simple. i am a paying customer, i can take a certain extent of your issues with a pinch of salt. that is, if i'm getting 8000-9000kbps in the morning, and you say that at night more people log on, it's not dedicated bandwidth, etc, can, simple, i can take it. but no matter how many people log on, there's still a certain minimum standard to achieve - what exactly is that minimum, i have no idea. but what i can do is to define it by usability. if your speed drops to say, 5000-6000kbps as a result of more people logging in at night, sure. but dropping 80% all the way down to 1200kbps is basically nonsense... using router problems, bandwidth problems, etc, as an excuse, is totally inexcusable.
most people are smart enough to know that when they pay for an advertised 6500kbps line, they will NOT get 6500kbps, but probably just like a threshold acceptable value to them, like say 60% of that speed. in fact, most people don't even judge by a raw number, they just define their internet connection based on usability.
so obviously when the internet becomes unusable, be it by any arbitrary or numerical standard, it's unacceptable. and right now, by arbitrary AND numerical standards, i'm saying that what i'm paying is obviously not worth the money...