I have nothing but praise for BT as far as my own experiences are concerned. I too have the BTHome Hub (Option 3) including the BT Talk telephone, which does give me cheaper calls.
What false pretences are you talking about? To my mind that is just rubbish! And what do you mean 'she has never been encouraged to use the hub phone' ??? Why would anyone need encouragement to save money on cheaper calls? Just use it!