I actually had someone at AT&T tell me that my problems with dropped packets would go away with a faster connection. I tried explaining when I called to report the problem that it wasn't a problem of the bandwidth - that videos were loading slow - it was that the videos would just stop loading due to dropped packets and downloads would constantly fail.
Luckily, I eventually managed to talk to people who knew what they were talking about, and I do have to give them a lot of credit for having some very exceptional staff. But then there are others who only know how to read from a script and won't transfer you to someone who knows better. I get that that probably nets ISPs more money, but I think it needs to stop.