ISP reply 100ms lag acceptable (Timico)

It's been a monster. Each time Fibre problems were sorted the company was bought out and it all started again. The latest has seen latancy double. 40 ms to Paris from London is atrocious. Fibre connection to a London server should be between 5 and 15 ms yet I'm now getting 35. At peak times it can be over 150 ms. BT test server shows 95 when it should be below 20ms. At 50 feet from the cabinet a near perfect connection has been proven so there are no excuses. but you guys must read the latest answer from Timico:
=====
25-08-2015 18:08:53 BST - Timico name removed (Comments)
Hi,
Thank you for providing me with your trace route results.

Anything under 100ms is deemed acceptable due to the development of our core network and the packet shaping software that we have enabled.

The latency that you require we simply can not provide you.
I'm sorry for any inconvenience caused.
Kind regards,
Timico name removed.
Timico Technical Support
=======

Possibly stupid question, you are using a wired connection, not wireless, I hope?

PS - it's just because you're paranoid - you got they're right

Have you considered moving to a better ISP? Suggests their network could be congested if you are getting latency peaks that high.

I agree - sounds like an ISP to avoid. 100ms latency is awful, I might not have even ADSL2+ where I am, but my latency to a London data-centre is rarely above 20ms (I'm with EE for broadband).

Hi there,
Sorry about the problems you're having with the line.
Would you mind PM'ing me the ticket number so I can investigate this please?
I agree 100ms is not acceptable or normal.

Are you able to see your line stats on your setup??