New Broadband worked for a day 8 days ago and BT s...

Hi
This is on behalf of my mum.
She had BT total broadband and telephone line installed on the 22/3/2011 she moved from virginmedia and took her number with her.
The broadband worked for half a day and has not worked since.
The Internet light is constantly flashing orange and purple and never connects.
For the first 4 days when calling bt she was advised there was a problem in the area each time she rang for northern england, northern ireland and scotland.
However a problem this big where no one in those areas could connect would make the news!!
My mum has asked several neighbours and friends if their bt broadband is not working and theirs are working fine.
She has now also called bt broadband support for the last 2 days and has been promised callbacks which do not arrive and also when calling back herself is advised she will get a callback in 24 hours which never happens.....
I live approx 200 miles away and have tried to diagnose the best I can and have ascertained there seems to be an ADSL connection but it doesnt then connect
Am I right in thinking that a homehub (3) authenticates via telephone number to connect to the internet?
If that is so then is it possible that the bt line was installed with a temporary number and then the virginmedia number was ported in and then the broadband stopped authenticating if the temp number was the allowed number and hasnt been updated?
Any help would be greatly appreciated and she has tried all the usual reset, take the front of the bt linebox, changed the filter etc etc but nothing works and bt are providing her with no customer support whatsoever.
many thanks
a very ear chewed off son :-)
Paul

Hi PaulN
Welcome to the community.
We can investigate this for you but will require some more information from what you have explained you have gone through a lot of the basic diagnostics and as you live far from your mother, posting up router stats on here isn't really an option.
Contact me via the contact us form in my profile and I can assist you further.
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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