Not receiving calls still

[Tby7]

My mum joined sky broadband, calls and tv last week.

Since then her telephone line can make calls but not receive them.

i have gone through all the help online and yesterday had an in-depth line check with sky to be told it must be her handset blocking calls? 

Today I have purchased a new handset and also tried my own  phone and still she cannot receive calls. 
message says the person you have called cannot be reached. 
My mum is an elderly lady and vunerable. She needs her landline working properly!

im not sure how to escalate this. Any ideas most welcome before I cancel the whole thing! 

[Mark39]

@Tby7 did your mum switch from another provider? If so, has she checked that she has the same number? She can do that by dialling 17070 and the recorded message will replay the number assigned to the line

[Tby7]

Hi thanks for responding.
Yes she has the same number. This was also confirmed yesterday by Sky.

[Tby7]

Well after another very grumpy phone call to sky and escalation to priority the phone is now receiving calls. 
yay! 🙌 
It wasn't the handset neither but thankfully all working now.

Just disappointed that an 89yo was left in that position for 5 days. She luckily has us to chase it but others may not be so fortunate.