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Home phone not being able to call external

Level 2
Hi. I'm posting this on behalf of my mum who is elderly and she is currently unable to make called using her home phone.

She is able to receive calls but when she dials a number, a voice message on her phone says "The number you have dialed is not available from this service, oca0163"

I have tried to reset the modem but it still won't allow her to make calls. I need to sort this out urgently as my mum lives alone and in case of an emergency suck as a fall, she needs to co tract somebody.