There is an unreaslistic expectation by the consumer, this has been fed by NET companies offering higher and higher bandwidths, more is not always better.
HEADRAT
Aye, I would personally prefer a speed/bandwidth billing system that makes it clear exactly what people are getting.
20mb isn't a target to be used all the time (despite what some people might think

), but the maximum speed you can get.
A fairer system might be for all the ISP's to offer something like
UP to 20 with 200gb bandwidth - that way you get a good burst speed, and a reasonable monthly bandwidth allowance (I'm a heavy internet user, as is my brother, but I doubt we'd do anything like that most month).
Or UP To 10mb with 500gb a month bandwidth - costing more (the actual connetion doesn't cost much more, it's the bandwidth), but giving a better sustained data rate.
At the moment with 20mb, you could potentially do that 200GB in a day or so, and some people are doing that week in, week out - and it's that sort of user that is really bringing the network to it's proverbial knees (the cost of provisioning that sort of daily/weekly bandwidth usage will be much higher than we're paying every month).
Of course, doing that is going to prove unpopular with people who think that their £35 a month entitles them to download hundreds of GB every single week via torrents, with no regards for the other users on the consumer network.