Do you use a router? Which modem do you use? Webstar and Surfboard should be giving you 20mb.
Yes, I use a router wired directly into my pc. I haven't always had one though, and have always had pretty poor service, which in the last year VM have said is due to old hardware in my area. We got a new Scientific Atlanta modem when we upgraded to 20Mb but it doesn't make much difference.