First of all, I am NOT defending any poor service. No way.
However, you can not blame all of this on the server used by BPL. As the internet gets faster and the traffic gets heavier, the internet world (the techie community) is slowly becoming aware of serious network delays which are happening but should not. I will try to explain simply.
When a whole lot of traffic comes into a node anywhere along the line between you and the server, the node may not be able to shove it all through immediately. Usually the data is not lost; it is buffered in a store. The node is supposed to send back a message to your ISP saying 'please slow down a bit'. This is in the TCP/IP protocol. This happens.
However, well-meaning designers have been putting huge buffer stores into the nodes - afetr all, memory is now very cheap. But the returning message saying 'slow down' can get stuck in a buffer in another node along the way and have to wait for a few seconds. This can pile up. So the 'traffic control' part of the TCP/IP design is failing and you are starting to see extended delays. If you want to read more, search on the phrase 'buffer bloat'. It's a serious problem.
Ultimately, the cure is in two parts: faster links between nodes and smaller buffers in the nodes. This may take a while as it means some serious hardware redesign and replacement. =$$$ And it has nothing to do with the BPL server.