Call Divert available on FTTP?

[holmea]

I moved house last week.

My old address had copper to the house and was recently migrated onto Digital Voice.  My DECT 'phone had to be plugged in the back of the router.  I used Call Divert at my old address to divert calls to my mobile before and after the DV migration.

My new address is fibre to the premises (FTTP) and again Digital Voice.  When I dial *21*<number># it says "Sorry the service you wish to control is not available from your line."  The BT website says Call Divert is included free with Digital Voice and BT support say I have the feature and it should work.  I have been trying for days to get them to fix it.  They have no idea what is wrong!

I have the same DECT 'phone plugged in the back of the new router.  Everything else (landline, broadband) works fine.

[jac_95]

Hi holmea,

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.

[NeilO]

Hi @holmea I'm sorry, call divert is provided as standard on Digital Voice so this is a strange one. If it's showing as active on our systems and you're getting that message it's likely the helpdesks would need to report a fault to a specialist team to investigate. Do you know if this has happened? They normally take a few days to pick up cases after the referral is made.

Thanks

Neil

[holmea]

Hi Neil,

The Track Fault page shows the issue as reported on 12 Nov and nothing more after that.  I was originally told 3 days.  I rang support again a couple of times.  Last time I was suddenly put through without forewarning to a guy who seemed as surprised as I was but sounded a bit more back office who said it had been closed but he would raise it again with the right people.  As of today it has been 1 week and I am still missing calls when I go out.  BT and OpenReach are not doing well on this one. 

Andrew.

[RobbieMac]

Thanks for posting back @holmea

I am sorry for the problems you're having with Call Divert and for the length of time this is taking to sort out.  We can pick up from here and help you out.  We are very busy at present so it'll take us a few days to get round to picking up your case.  We'll get back to you as soon as you possibly can.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[NeilO · Accepted solution]

@holmea many thanks for confirming this is now fixed. To update the wider community, there was a data integrity problem affecting all the calling features on this line. This was resolved by a systems specialist, it took longer than it should have to be fixed but we got there in the end.

Thanks

Neil