Well, assuming you haven't changed anything on your end I can only imagine the ping issue has to be something on their end, though I couldn't tell you what exactly. IME 100-120 ping isn't terrible; mine sometimes gets a bit worse over a wireless connection and games like Starcraft and Team Fortress 2 seem to work fine online. Could always try calling and see if it gets them as confused as asking about upload speeds, if nothing else it might be good for a laugh :p