I believe it's something to so with forgetting user is on 21CN ADSL2+ and applying 20CN ADSL Max NM profile to them, but that is no excuse when user has not just been upgraded from one to t'other.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC