Phone cuts off when answered

[#1]

Hi all, newbie here.

I had broadband installed in my elderly mum's home on Oct 31.  All fine except the landline phone cuts off when answered. Tried multiple handsets and same thing happens.  So it rings, is answered but before you can speak, it cuts off.  Any ideas?

I'm 500 miles away or I would check it myself.  My brother properly installed the gear using the router, ethernet cable and adsl filter provided and has set it up correctly as wifi works.  No smart tv there so I can't test anything hardwired till I get there. 

Btw is there a user page where I can run a line test online or does Plusnet have to do that.  I don't think it is the line but worth a test to rule it out.

Many thanks ... nephtine

[#2]

@nephtine  Welcome to the Community Forums.

The easiest way to report it is to use the mobile phone bot, see  https://www.plus.net/help/report-a-problem/phone/#phone