Need a slower process for my mum's account and can't get through on the phone

Hi all, I'm posting on behalf of my mum because she's getting really upset about her broadband bill and I don't know where to start. She's 78, lives alone, and has had a couple of letters from Nexora saying her price is going up again. She doesn't really use the internet much, and the last time she rang she said she got transferred around and gave up. I'm trying to sort it out without making her more anxious. Is there a way to get someone to talk through the account more slowly and maybe check if she's on the best package? Also, if there's a way to note that she's vulnerable or needs extra support, I'd like to do that properly. I'm not after anything special, just a calmer way to deal with it. Postcode is not on here obviously, but the account is under ELMER-42 if that helps the staff find it.