Why is south western train service so poor?

I'm reasonably familiar with exceptional poor service from south western trains but sometimes the brazen incompetence is so surprising it needs flagging.

on a train from Waterloo to Ascot (24 miles or so) and at Virginia Water it's taken 1 hour and 51 minutes. That's about walking pace.

Made worse as it's now 01:12 am.

as usual no working toilets or wifi.

staggering beyond believe that they are charging for the 'service' let alone looking to increase already exorbitant season ticket fees by more than RPI.