Looking at the figures, it looks more like a throughput issue, rather than a maximum sync issue. In other words, it's 20Mbit/s between the modem and the DSLAM, but through Zen's network is a different matter. Could it be that Zen throttles uploads?
I'm on Zen.
I'm synced at 20000kbps (the max available on FTTC at the minute) on the modem and can easily upload at 18mbit/sec.
The reason why you buy Zen is if you don't want throttling.
If the profile and the modem is showing 20000kbps that's a fault somewhere, either in your network not allowing the throughput or on Zen's end.