Broadband fault so no phone (DV) - Is it not possible to get a temp divert to mobile?

[Dave_g23]

Broadband fault so no phone (DV) - Is it not possible to get a temp divert to mobile?

I've been trying to help a friend whose BB connection seems to have failed which means she also has no landline phone as she's been switched to Digital Voice.  I spent well over an hour to the BT help line where they made me go through all the checks I'd already done and then finally decided there was a fault as I'd told them!!!.....and have finally booked an engineer visit.

I asked if they could divert calls to her mobile while this was being fixed - to be told I could do it from the phone handset.  I explained that as the BB was faulty, there was no connection to the phone but they made me try while using my phone camera to watch what I was doing during the support call....surprise, surprise, there is no connection so can't set a divert, either from a menu option or using *21* (I'd already tried but they don't believe me!).

I'm then told that they cannot set a divert from 'their end', it has to be done from the customer's end....even when the customer has no working BB connection !

Can anyone tell me if this is correct?  If it is, it's a shocking omission with the system - the customer physically can't set a divert with no connection and the customer service agents have no means of diverting from the system end?  Surely, the system can't have been planned and implemented that poorly?....Oh, hang on...

Any help gratefully received.

Thanks in anticipation.

[jac_95]

Hi Dave_g23,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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[Dave_g23]

Regrettably, nothing I can see helps - all there is are instructions on how to set up call divert (when the line is working!)

[chrisjp]

That really is the most absurd oversight by BT yet! Just when you need to set up a call divert is the very time there's no way of doing it.

[WSH]

I would have thought it could be done by browsing to MyBT on your mobile and setting it there but I might be wrong.

[Dave_g23]

A sensible suggestion - I looked but all they've put there are instructions on how to set the divert....when you've got access!  It would be a sensible option to have on there but BT don't seem to think the same.

[Keith_Beddoe]

@Dave_g23 

It used to be possible for BT to setup a free divert on the PSTN network, as they had direct access to the exchange. This was often offered as an option when there was a fault on the line.

With DV, the call routing is dealt with on the network, an a divert can only be initiated from the customer end for security, which is also why it cannot be done via my BT, as if the customer BTID was compromised, a third party could divert calls without the customer being aware.

BT business offer a Smart Divert facility on Cloud Voice, which is customer controlled. No such facility is available on BT Digital Voice. 

[Dave_g23]

So the much-vaunted and 'pushed' DV is definitely a downgraded system then....marvellous!

I'll be resisting a switch on my own line for as long as possible!

[Keith_Beddoe]

@Dave_g23 

Assuming you have not disabled voicemail (1571), then missed messages can be retrieved by calling your number from a mobile, and provided you have set a PIN number, you can retrieve them, and call the person back, assuming they left a message.

https://www.bt.com/help/landline/all-about-bt-answer-1571-voicemail

"When you're away from home (in the UK or abroad) dial your home number and wait for Voicemail to answer. Then press the * key and enter your PIN to access your messages"