500 KB/s is NOT Normal when his internet service provider offers 100 Mbps (assuming he's not talking about 100 MB/s, which would be a Gigabit connection, but is still very not normal). What could be normal is a potential server outage and/or a surplus of users downloading from a particular server, all at once. Depending on his area congestion on that particular server, Steam for example (the gaming program) is notorious for such server congestion... it is generally not very forgiving for a potential user request when asking for files to download. Blizzard Entertainment, however, are great when it comes to Peer-to-Peer file transfer. They generally give users excellent download speeds to their servers. (This said, i'm NA and have excellent download speeds from Blizzard, unsure about EU. If people need to check their local download speeds from servers, that would be speed tests from websites like Speedtest.net or their own ISP provider's website.(NOTE: If able, pick the server closes to your location)