Not receiving correct product

I have recently started caring for an elderly lady and she mentioned to me how she is unable to afford the BT bills.
Having looked at her paper bills (she doesn't have an online account) she is being charged for bt infinity option 1 but she DOES NOT have infinity. All she has is the black hub.
She's very fragile and at the age of 82 she doesn't recall when she got the broadband, but it was sometime last summer. Her daughter helped her set it up but she's not very good herself.
From what I can gather from her bills it looks like shes just out of the 12 month contract for the phone side of things, as she has just started to be charged for 1571 and caller display.
I have her account details (she doesn't recall any password) and she has given me permission to speak on her behalf, so I really need to speak to an English speaking person to explain this complex situation. She wants to cancel the broadband side of things completely at no charge to herself as she has never received the product she is paying for and I believe she should be entitled to compensation too and she will move to sky when this is sorted out. 
Can anyone please advise what to next please.
Solved!
Go to Solution.

I'm not sure if these are relevant/suitable in this situation, but might be worth investigating.
BT Basic (no broadband)
BT Basic + Broadband
BT Home Phone Saver (no broadband)
BT Line Rental Saver
The mod should be able to sort out the best package. It does sound as though Infinity is not necessary, especially if there's no subscription to BT TV services. Phone with ADSL broadband, or just phone only would seem more suitable? 

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