The "up" profile always tells you the capped speed for the line, and has nothing to do with the actual sync speed. The "down" profile, on the other hand, is directly related to the sync speed - but approximately 3% lower.
That means the sync speed is dreadful compared to your estimate in the original post.
What are the two ranges of speeds when you put your number in here?
http://www.dslchecker.bt.com/
The best advice now depends on how much you want to fiddle yourself, or whether you wish to leave it all to an engineer. On the first path, you'd unlock your modem, and start monitoring the line statistics. On the second path, you'd report the dire speeds to BT.