This topic

Digital Voice "My BT" Management of Call Diversion

Michael_Taylor — Thu, 18 May 2023 11:52:46 GMT

Hello,

Having had Call Diversion feature added to my package, during one call, and then activated, during another call, I'm still unable to manage it through My BT. My iphone My BT app briefly when offline during activation but has returned with no ability to manage Call Diversion. BT Technical Support are struggling to resolve the issue; hence, I am seeking the help from this community.

BTW: Call Diversion is working when managed through handsets. Call Diversion is still not showing as a DV feature within my BT Profile.

Thank you in anticipation.

Re: Digital Voice "My BT" Management of Call Diversion

jac_95 — Thu, 18 May 2023 11:57:06 GMT

Hi Michael_Taylor,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Digital Voice "My BT" Management of Call Diversion

licquorice — Thu, 18 May 2023 12:24:59 GMT

Are you sure call diversion can be managed via MyBT, I don't have the option to do so and can only manage it via the handsets.

Re: Digital Voice "My BT" Management of Call Diversion

Michael_Taylor — Thu, 18 May 2023 12:45:14 GMT

Hello @licquorice,

Taken from: https://www.bt.com/help/landline/all-about-call-diversion-for-digital-voice.

How to divert calls by logging into My BT

You'll need a BT ID to log into My BT. If you don't have one, you can register online for a BT ID.

Log into My BT
On your Profile screen, select Manage on the Digital Voice tile
Find Call Diversion in 'Your Digital Voice features' section at the bottom of the page and click Manage
Follow the steps on the next screen

Re: Digital Voice "My BT" Management of Call Diversion

licquorice — Thu, 18 May 2023 12:57:38 GMT

Wouldn't be the first time BT's help section gave duff information.

Re: Digital Voice "My BT" Management of Call Diversion

Michael_Taylor — Thu, 18 May 2023 13:00:33 GMT

That's indeed a very familiar looking screen!

Time for Moderator input?

Re: Digital Voice "My BT" Management of Call Diversion

licquorice — Thu, 18 May 2023 13:05:10 GMT

I have already asked for clarification

Re: Digital Voice "My BT" Management of Call Diversion

licquorice — Thu, 18 May 2023 13:20:06 GMT

Just guessing here, but I wonder if it was intended to be managed by MyBT but somebody thought it was a bad idea and that it should only be managed via the actual line involved rather than remotely for security and nobody thought to tell the web folks.

Re: Digital Voice "My BT" Management of Call Diversion

VeteranISPUser — Thu, 18 May 2023 14:22:42 GMT

@Michael_Taylorwrote:
Hello @licquorice,
Taken from: https://www.bt.com/help/landline/all-about-call-diversion-for-digital-voice.
How to divert calls by logging into My BT
You'll need a BT ID to log into My BT. If you don't have one, you can register online for a BT ID.
Log into My BT
On your Profile screen, select Manage on the Digital Voice tile
Find Call Diversion in 'Your Digital Voice features' section at the bottom of the page and click Manage
Follow the steps on the next screen

Hi @Michael_Taylor That was removed from My BT a long time ago. I thought it was stupid at the time, if DV goes down then you cannot divert calls to your mobile!

Re: Digital Voice "My BT" Management of Call Diversion

Keith_Beddoe — Thu, 18 May 2023 14:30:50 GMT

It may have been done for security reasons, so that only the line owner could initiate a divert, just in case the MyBT account was compromised.

I believe that BT can manually create a divert, in the event of a fault.

It would also stop people who use third party routers, diverting their incoming calls to a mobile.

Re: Digital Voice "My BT" Management of Call Diversion

Michael_Taylor — Thu, 18 May 2023 21:53:28 GMT

If this feature was taken down then perhaps BT should invest more time briefing their employees. Collectively, more than 6 hours of time involving three BT employees and myself have been wasted chasing a red herring!

It is time for a Moderator to step up and clarify. If "My BT" management of Call Diversion is no longer an offered feature, then employees need briefing and documentation needs correcting to avoid repeat cases of potential miss-selling.

Re: Digital Voice "My BT" Management of Call Diversion

licquorice — Fri, 19 May 2023 07:47:39 GMT

The mods are on the case to get the website updated.