As an ex-broadband Helldesk bod, it was always difficult trying to explain 'speeds'.
I could look just at the basic circuit tests and tell how much would finish up trickling out the other end - not even a need for pings or throughput or anything else.
Yes, it can leave the exchange at warp speed but after it's been snaking around archaic cables and countless joints things can get a tad slow.
That a house can have several devices all desperate to grab as much bandwidth as possible is often forgotten or just 'No, it doesn't work like that . . .' from the customer
Biting the hand that feeds IT
