No Broadband on Home Hub - BT want to charge for a...

Hi everyone,
Apologies in advance if this issue has been covered in the forums already, i have had a read through and can't seem to find any relating to this issue.
My mother has a Home Hub (white one) sorry not sure which model.
The phone line works ok.
The Home Hub is showing no Broadband (Amber light).
My mother has contacted BT and initially raised an incident and waded through the help desk being passed about and asked to reset everything, she explained she had already had the filter and master socket replaced along with resetting the Home Hub, checked internal cable and removed the only extension cable.
The BT helpdesk are insisting it is an internal issue and have closed the incident VOL051-*********** and are saying they will only proceed unless she pays for a call out.
She is not on fibre, it is an old overhead cable coming into the property.
Is this correct? Is there anything else my mum can do or does she have to pay?
If it turns out to be a BT fault is there a process for her to claim this payment back?
Again apologies if this has been posted before, but really do not know where to go now.
Many thanks,
Steve

welcome to the forum
first can you delete the vol ref number for your security as this is a public form
if the phone is working ok can you connect the filter to the test socket and then filter to hub and see if that gets a conenction  
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