Welcome to this user forum.
What has probably happened, is that Caller Display have been removed from her account when she upgraded to BT Broadband.
Caller display is needed for the phone to work properly.
Can she please check to see if Caller Display is switched on by entering the code * # 234 #. If it's active you'll get the message Caller identity will be displayed.
If its not, then it can be added free of change using this link.
BT Privacy and caller display, is near the top of the options on that screen.
Thank you but so far I have not been successful , love tried entering the code but I get “sorry the service you require is not available “. I have also tried the requesting via the link but no success yet?
If you have ordered it via that order link, and checked the order out, then it normally takes about 24 hours for it to be activated. You can track the order on MyBT.
If you cannot get anywhere using that link, then it would need the account holder to cal BT, on 0800 800 150, and have the free Caller Display facility added back onto the account.
Please update this thread with the result.