For probably around 10 years or more I've made continued use of the "divert on no answer" calling feature to divert calls to my mobile when I'm at work or out. It has worked well for me.
Recently, possibly after a fault on the line was resolved or me reducing some of my feature packages to those I was still using, I realised that my home phone was no longer ringing when dialled. Anyone dialling the home phone gets a message saying "this call is being diverted" a number of times before my mobile starts ringing. I tried different home phones and this made no difference. Then I tried cancelling the divert and the home phone rings fine. Switching to diverting all calls works as expected, however this isn't what I want to do. There is little point in having a landline that I can't receive incoming calls on! Diverting all calls, especially when I'm at home means, with lousy local mobile reception, that I end up with a voicemail message, that I'm charged for, and then have to call the person who left the message to speak to them. A waste of money.
I spent a whole chunk of time on the phone getting through to and talking to someone who sounded as though they were in India, finally to be told that the option to divert on no answer is no longer available and that they would cancel this feature. I told them not to do that because frankly I didn't believe them! I tried to raise it over a webchat and after multiple disconnects was told that I'd already been informed that the feature was no longer available and again, they wanted to cancel the feature. I declined once more and, having wasted a number of hours on this, raised a complaint via email - mistakenly thinking someone at BT UK would deal with it. A number of messages from India have now been left on my mobile when I'm at work, driving or at home, saying they would call me back, until the last message which told me that as they had been unable to contact me they were closing the call!
I found that there was a closed fault report on my line which I reopened, specifically asking them to email me with any updates as the mobile reception is poor but the call has now been closed once more, with no updates, and no option to reopen it.
I've just logged another issue with BT reiterating my problem, and the request for updates and communication by email but I don't have high hopes.
The calling feature guide still lists the option to divert after 15 seconds usingthe code: *61*(number to divert to)# but it still doesn't work!
Now I'm at my wit's end and posting here in the desperate hope that someone can advise me. BT customer service has been so poor and we are reluctantly in the process of moving our broadband (unlimited faster broadband - a low speed fibre connection as we're very rural here) to BT and the thought of having these sorts of issues with BT broadband makes me feel physiically sick - I've already been driven to tears of frustration with lengthy calls, with people who don't seem to understand the problem and fail to communicate properly.
If the service really is no longer available then I'll have to accept it, but I can't find any reference to this on the website, or even on Google. Can anyone advise on the availability, or how to contact someone at BT who can deal with the problem effectively?
Solved! Go to Solution.
I have asked a moderator to provide assistance, they will post an invite on this thread.
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Welcome to the community forum and thanks for posting!
I'm sorry for the problems you are having with that feature and that you've been told it's no longer available. I'm happy to give you a hand and to get things sorted from here.
Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Many thanks Robbie and Keith. Once I worked out how to log in using Facebook at work I've now sent my details to the moderators.
I hope you are feeling better now, I've left a message with Adrian asking that he contact's you back when he's next in the office.