Thanks for posting and apologies for the phone issue.
I've ran a diagnostic today and can you do the following;
1.Check the phone is seated in the base unit correctly & powered ON.
2.Remove all other equipment connected to telephone sockets examples of this could include
other phones, fax and answering machines, sky boxes, One Tel boxes.
3.Unplug your phone and check another phone directly back of HUB 3.0 or into the main
socket (if no other phone available then request the customer to plug their original phone into
the back of the HUB or master socket) Ensure the customer is plugged into Tel 1 on the Hub 3.0