Thats the problem with the CRTC, they let companies charge on the top teir price not really what you are getting.
Yes the company is correct the "best possible speed" is about all the can guarentee. There is no QOS on the link so you are out of luck.
When ever signing up for internet service, if its ADSL or DSL find out where your CO is. You can call and ask the technical support team and they might let you know. You will find that they will sell you service even if you are at the far reaches giving you a connection but the slowest possible.
Cable is also affected but not as much, this really depends on how old the neighbour hood is, and how dense the population is.
The Speed tests that people are posting give you a rough idea, but too truley know you need to do them at different times of the day to get a good average.
Due to the crtc having no teeth and driving the company rather than the customer you will continue to get dinged.
Voip is not good on a low link it may work but too get a better reliabilty the just lower the frame packet.
best you can do is complain, send e-mails and like most of us wait for more competition