This topic

Call diversion problem with Digital Voice

colinsuffolk — Thu, 04 Jan 2024 16:19:47 GMT

Hi all,

We were recently moved over to Digital Voice and I have my old phone plugged into the back of my BT router. One advantage I was told about Digital Voice is that call diversion is free. I always have our landline diverted to my mobile.

So I have cancelled the paid for service (£30.60 per quarter) and tried to set up call diversion using the *21*number# but I get a message that this service isn't available.

Do I have to have a new DV phone to use call diversion ? Can anyone help with this ?

Thanks

Re: Call diversion problem with Digital Voice

jac_95 — Thu, 04 Jan 2024 16:25:02 GMT

Hi colinsuffolk,

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: Call diversion problem with Digital Voice

gg30340 — Thu, 04 Jan 2024 16:27:58 GMT

See link

All about Call Diversion for Digital Voice | BT Help

Re: Call diversion problem with Digital Voice

Keith_Beddoe — Thu, 04 Jan 2024 16:52:31 GMT

@colinsuffolk

Are you sure it was not Caller Redirect you were paying for, as that is not the same as call divert.

Caller Redirect is used where you have moved out of your original exchange area and are unable to keep your number. It allows your old number to be transferred to your new one.

See this post https://community.bt.com/t5/Home-phone-including-Digital/Cancel-caller-redirect/m-p/2221219#M82973

It costs £30.60 a quarter, and if you have cancelled it, then the number redirect would have been lost, and it cannot be replicated by call divert.

Your actual phone number would be shown within the home hub menu, and is not going to be the directed one.

Re: Call diversion problem with Digital Voice

colinsuffolk — Thu, 04 Jan 2024 16:50:58 GMT

Yes you are right I did cancel caller redirect as we moved from outside the area.

So, how can I divert my home phone to my mobile when *21*number# isn't available ? And why isn't it available ?

Regards, Colin

Re: Call diversion problem with Digital Voice

Keith_Beddoe — Thu, 04 Jan 2024 16:59:16 GMT

What happens if you call your home number from a mobile, does your home phone ring?

Re: Call diversion problem with Digital Voice

Keith_Beddoe — Thu, 04 Jan 2024 17:35:28 GMT

It possible that the cancellation of Caller Redirect, has rendered your "real" phone number unavailable, as the forward link has now been broken.

That would prevent you setting up call forwarding, as your incoming number would no longer exist on the network.

Re: Call diversion problem with Digital Voice

-Richie- — Thu, 04 Jan 2024 18:57:58 GMT

@Keith_Beddoewrote:
It possible that the cancellation of Caller Redirect, has rendered your "real" phone number unavailable, as the forward link has now been broken.
That would prevent you setting up call forwarding, as your incoming number would no longer exist on the network.

Caller redirect only informed callers the old number is no longer available, with a message for the new number.
It won't have any impact on the 'real' number or service.

Re: Call diversion problem with Digital Voice

Keith_Beddoe — Thu, 04 Jan 2024 19:23:17 GMT

@-Richie-

But @colinsuffolk said it directed to a mobile. I wonder what number the message was saying, was it a landline number or a mobile number?

I cannot see why stopping that service should prevent call forwarding from being set up from the current phone number to a mobile.

What is happening to calls made to the old number now that the Caller Redirect facility has been cancelled? It would not be possible to forward the original number, maybe that is where the confusion is being caused.

If @colinsuffolk cannot get it to work, then it may need a moderator to investigate the cause.

Re: Call diversion problem with Digital Voice

colinsuffolk — Fri, 05 Jan 2024 10:02:00 GMT

Our landline number works , I called it on a mobile.

Cheers

Re: Call diversion problem with Digital Voice

colinsuffolk — Fri, 05 Jan 2024 10:06:55 GMT

There does seem to be something amiss. I've just noticed that the dial tone on our landline is dual tone (like when it was diverted). No matter what I do I can't get a constant single tone dial tone. I've tried #21# which then says diversion cancelled but still get the dual tone dial tone after that.

I wonder if because my landline was diverted when it changed over to digital voice it's got stuck in limbo somehow ?

Regards, Colin

Re: Call diversion problem with Digital Voice

imjolly — Fri, 05 Jan 2024 10:24:34 GMT

have you checked there are no voicemail messages and also 1571

Re: Call diversion problem with Digital Voice

iniltous — Fri, 05 Jan 2024 12:36:17 GMT

The dual tone ( modulated ) signifies a message on the answer service, call divert being set changes dialtone to an interrupted dialtone ( on , off , on , etc ) but as far as your original issue , the fact that when you tried #21# to remove diversion and the AVR said call divert was off , suggests the facility is available otherwise that code wouldn’t be recognised, so it’s odd that by entering the code for divert *21* etc , doesn’t seem to put your line on divert ,
I’m on DV and can set and remove call divert with no issues, so it is an included facility with DV .

Re: Call diversion problem with Digital Voice

colinsuffolk — Fri, 05 Jan 2024 13:10:44 GMT

Yes there was a message thanks. I've deleted it and now have a continuous dial tone.

I've just tried to divert again to check the message it gives and it's this -

'Sorry, the service you wish to control is not available from your line'.

Even though when I do #21# it says 'Call diversion is cancelled'

Regards, Colin

Re: Call diversion problem with Digital Voice

iniltous — Fri, 05 Jan 2024 14:01:48 GMT

Is your line now , and has it always been a single residential type line and never a ‘PBX’ type business line , like a 2 line group , for example (01234) 123456/1 and /2 ?

With multi line numbers , setting diversion becomes impractical, obviously a incoming call could be answered on line 1 or 2 , and depending on how the customer has their system set up , incoming calls could always ‘try’ line 1 first , and only if it’s busy try line 2 , others could share the traffic equally , so line 2 gets calls even if line 1 isn’t busy, so setting a diversion on incoming calls on a 2 or more line system would have to be a little convoluted by making the 1st line busy and then diverting the last line , so all incoming call would be diverted , for this reason (AFAIK) this type of call simple call divert is only really suitable for single lines , other products can do a similar job on PBX’s

I wondered if some historical ‘record’ for your number is prohibiting call diversion being available .

Re: Call diversion problem with Digital Voice

colinsuffolk — Sat, 06 Jan 2024 09:23:50 GMT

It is a standard domestic line and I've used call divert successfully for 3 years prior to the move to Digital Voice.

Regards, Colin

Re: Call diversion problem with Digital Voice

Keith_Beddoe — Sat, 06 Jan 2024 09:32:59 GMT

@colinsuffolk

No idea what the issue is, so I will ask a moderator to look at it.

Re: Call diversion problem with Digital Voice

DavidM — Sat, 06 Jan 2024 09:40:19 GMT

Hi @colinsuffolk and welcome.

Thanks for posting about the call divert. It sounds like you've done as much as you can at your side so I'll be happy to take a look at this for you. I've dropped you a private message so send over the details and we'll pick it up. Just a heads up, we're really busy at present so it's taking longer than usual to reply but once you submit the details we'll get to you in turn.

Cheers

David

Re: Call diversion problem with Digital Voice

colinsuffolk — Tue, 09 Jan 2024 12:44:46 GMT

Hi all,

This issue now solved. I contacted BT tech support and apparently when I cancelled 'call redirect' they also cancelled 'call diversion' from my line, even though it's free.

Now works, thanks again.

Regards, Colin

Re: Call diversion problem with Digital Voice

PaddyB — Tue, 09 Jan 2024 15:10:17 GMT

Hi @colinsuffolk,

Thank you for posting back to update the thread.

Thanks,

Paddy