If you check your contract, you don't have 20Mb, you have UP TO 20Mb. The chances of actually achieving the max speed (or anywhere near it) are about the same as those of winning the lottery. This is called "marketing" :-)
This is from their web site: "*** The speeds we quote are based on our technology, and yours, working at optimum speeds. In practice factors like the speed a website can support, the amount of traffic accessing it, and content caching, can cause speeds to vary."