As a past TWC new york subscriber that was always connected to jersey over ssh so noticed latency issues with every keystroke my money is on the usual suspect: overloaded nodes. People don't notice that so much unless they are in a game where lag is immediately visible. Then it becomes very noticeable.
Maybe 1 out 100 "average" web users would bother to report congestion to tech support (if that!) but I can imagine 50 out of 100 WOW addicts gnashing their teeth and documenting every jump in latency.
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