No mate, they have not set proper quality of service rules. Contention ratio in its scummiest form would be selling a 10mbit package to say 5 users(1:5 contention) and only have 10mbit available so you put in the fine print guaranteed 2mbit. But even with the scummiest form your link at idle should perform at max 2mbit but if the noc guys aren't straight of grade 7 put quality of service rules in place to 'dedicate' that 2mbit to each client and at idle their latency etc should be unaffected by heavy users.I am with them now, experience has been terrible im cancelling after a week with them.
lol what my youtube is doing on a Saturday evening "because of contention ratio"
There's a ton of other load balancing protocols etc but bottom line your wisp should never use contention ratio as an a excuse for pathetic latency. The guy even put in writing that at any given time you are guaranteed 10mbit, so what does he say to your screenshot of 2mbit at 1am on a Sunday?