Re: not sure what your on
Highly oversubscribed areas do indeed suffer that bad.
Once all users are migrated onto Docsis3 network then the total utilization problems should be known. For reference I was once pushed onto a node that was oversubscribed and my 10 meg connection went down to around 2. They refused to fix it because they said it met the minimum speed requirements. I was lucky because the resegmentation was not done and I was moved back to a previous node and had rock solid connections. The DS1.1 network in my area is undersubscribed and had no real need for STM, the DS3 network in the area is oversubscribed and needs management. Once all the frequencys are put together then hopefully my area will be smooth.
I too am on the 60 meg network and my download speed TEST hit 62/2.8 constantly. Streaming however is worse than it was on the 1.1 network (it should be better due to the fact that the DS3 modems do speed management instead of the head ends).
So, No, there may not be anything wrong with his line, yes he should call them.
VDSL can carry a contention ratio of 1:1, vs VM who doesnt publish theirs now, but it had crawled from 30:1 to 50:1 before moving up again and having the ratio's no longer being published.
And before you reply, Yes "Contention" is not what "VM" uses, they use "Utilization"... That is their choice, and they dont publish those numbers.