Pb bandwidth and delay

Hi,
I'm facing an issue since i change my SDSL operator (4Mbits/s).
When someone dowload something, all the bandwith is use and the delay increase... and it's slow !!!
I have only web browsing and FTP, no Voice!
I think i must limit the use of bandwidth to have a stable delay.
So, i try QoS, limit bandwith, auto Qos discovery but it doesn't work and i'm nt sur to implement them correctly.
My skills in network, espacally in cisco configuration are poor.
I need help

I recently change my SDSL operator and now i'm facing issue with delay and bandwidth.
This is a ping to www.google.fr, you can see the delay pb :
Réponse de 173.194.45.87 : octets=32 temps=5 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=5 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=5 ms TTL=53
--> i browse website
Réponse de 173.194.45.87 : octets=32 temps=26 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=118 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=613 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=574 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=625 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=628 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=630 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=626 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=1019 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=847 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=731 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=969 ms TTL=53
--> i stop
Réponse de 173.194.45.87 : octets=32 temps=115 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=5 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=5 ms TTL=53
Réponse de 173.194.45.87 : octets=32 temps=5 ms TTL=53
Below, you can see that the bandwidth exceed the 3500 kbits/s although i add the line "shape average 3500000"...
Each time i browse websites, all the bandwith is automaticly use.
cisco-1811#sh policy-map interface
FastEthernet0
Service-policy output: shape-total-out
    Class-map: class-default (match-any)
      12920 packets, 1388812 bytes
      5 minute offered rate 1000 bps, drop rate 0 bps
      Match: any
      Queueing
      queue limit 64 packets
      (queue depth/total drops/no-buffer drops) 4/1105/0
      (pkts output/bytes output) 4143165/1228840397
      shape (average) cir 3500000, bc 14000, be 14000
      target shape rate 3500000
cisco-1811#sh interface fa0
FastEthernet0 is up, line protocol is up
Hardware is PQ3_TSEC, address is XXXX.XXXX.XXXX(bia XXXX.XXXX.XXXX)
Internet address is XXXX.XXXX.XXXX/30
MTU 1500 bytes, BW 100000 Kbit/sec, DLY 100 usec,
     reliability 255/255, txload 1/255, rxload 3/255
Encapsulation ARPA, loopback not set
Keepalive set (10 sec)
Full-duplex, 100Mb/s, 100BaseTX/FX
ARP type: ARPA, ARP Timeout 04:00:00
Last input 00:00:00, output 00:00:00, output hang never
Last clearing of "show interface" counters never
Input queue: 0/75/0/0 (size/max/drops/flushes); Total output drops: 4267
Queueing strategy: Class-based queueing
Output queue: 0/1000/0 (size/max total/drops)
5 minute input rate 1368000 bits/sec, 207 packets/sec
5 minute output rate 659000 bits/sec, 196 packets/sec
     232187469 packets input, 3696385725 bytes
     Received 4 broadcasts, 0 runts, 0 giants, 0 throttles
     0 input errors, 0 CRC, 0 frame, 0 overrun, 0 ignored
     0 watchdog
     0 input packets with dribble condition detected
     186177182 packets output, 1248693279 bytes, 0 underruns
     0 output errors, 0 collisions, 424111 interface resets
     0 unknown protocol drops
     0 babbles, 0 late collision, 0 deferred
     0 lost carrier, 0 no carrier
     0 output buffer failures, 0 output buffers swapped out
Finnaly, my running-config :
version 12.4
hostname cisco-1811
ip cef
ip domain name xxxxxxx.xx
no ipv6 cef
multilink bundle-name authenticated
policy-map shape-total-out
class class-default
    shape average 3500000
bridge irb
interface Loopback0
ip address XXX.XXX.XXX.XXX XXX.XXX.XXX.XXX
ip nat inside
no ip virtual-reassembly
interface FastEthernet0
ip address XXX.XXX.XXX.XXX XXX.XXX.XXX.XXX
ip nat outside
ip virtual-reassembly
speed auto
full-duplex
crypto map cryptomap
service-policy output shape-total-out
interface Vlan1
ip address XXX.XXX.XXX.XXX XXX.XXX.XXX.XXX secondary
ip address XXX.XXX.XXX.XXX XXX.XXX.XXX.XXX secondary
ip address XXX.XXX.XXX.XXX XXX.XXX.XXX.XXX
ip flow ingress
ip flow egress
ip nat inside
ip virtual-reassembly
crypto map cryptomap
no ip classless
no ip forward-protocol nd
ip route 0.0.0.0 0.0.0.0 XXX.XXX.XXX.XXX
no ip http server
no ip http secure-server
ip nat inside source list 102 interface FastEthernet0 overload
ip nat inside source static tcp XXX.XXX.XXX.XXX 80 interface FastEthernet0 80
ip nat inside source static tcp XXX.XXX.XXX.XXX 21 interface FastEthernet0 21
webvpn cef
end

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