So yeah you can say it's entitlement but if you build your business in one way and then change the fundamental limits AFTER you've gotten market saturation you really shouldn't be shocked at complaints. It's their fault because they fostered the previous user behavior.

People understand that bandwidth costs money but that seems to have been priced in to their previous strategy or they did it knowingly as a loss leader to gain market share. If they knew this was a fundamental limitation they should have addressed it years ago.