Road Runner and the Manhattanite

I get my internet through Time Warner, the service branded as Road Runner. No FiOS in my building in the West Village so I really don't have a choice of providers, but that's the way it is for most of us across the US.

So I'm stuck with Time Warner Cable, but is the Time Warner internet service in Manhattan any good? Is there any information about uptime and/or performance of the service in my neighborhood or across NYC? Where can customer living in New York City go to get such information? I've been pretty amazed at the lack of transparency on TWC, the pricing of their services and the general performance of their products. Searching Google actually does not bring up much information. They have hundreds of thousands of customers in the NYC region, perhaps in the millions, but there's barely a trickle of information about their broadband offering. Let's rectify this and get some information to the people, I'll be focusing this blog on the broadband service in NYC, here's a random www.speedtest.net result:

PING:	13 ms
DOWNLOAD:	20.72 Mbps
UPLOAD:	0.49 Mbps

Is this good? Does this compare favorably to other service providers in the NYC metro area? What speeds am I paying for and I am getting what I pay for? Is there a guaranteed minimum service level?