Sorry to hear about your experience with them... You are right that without competition ISPs tend to slack on good service. You will need a lot of support to do anything about it, voicing your concerns is a good first step though.
Keep in mind 15-20% overhead is typical with DSL, since lines are prone to interference and very dependent on distance, so getting 4Mbps on a 6Mbps service is not that uncommon. The TCP Optimizer program on the main site may be able to help a bit with optimizing your end of the connection. Looking into the exact signal levels and sync speed in your modem stats page is also a good idea.
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