Digitital Voice Call Divert

[sodafountain]

I have home phone digital voice, and setup call divert for all calls to a mobile number, which worked fine.

I then want to change my number, but every time i try online, or through the App, it just says error and to try again, been doing it for other a month, it just won't let me change it.

I tried it with a phone when i had one, with *21* but it just said the same, error.

Contacted support, who reckon it can't be done online (even though i did it online originally), and must be done with a phone (which also didn't work), and they say they can't do it themselves!

I see I have 2 accounts linked to my email address (my current one, and a really old one), they deleted my ID and setup a new one to get rid of the old account, but the old account is still there on my new ID they setup, and I still can't change the divert number, online support say it can't be done, this surely can't be true?

Support said "I have also checked the details with our backend team they informed since the line has been changed to digital voice services the online option for changing the call divert number has been removed due to security concerns on the accounts. Its only possible to change the number from the landline handset by dialing codes."

Although i set it up online last month, to test it to a mobile number (mine), then when I went to change it just 2 minutes later to the one I wanted to use, it wouldn't allow it, so I don't think he's telling the truth (otherwise why have the option online and on the App). I also couldn't change it on a phone at the time when I tried it (phone since died this week).

[WSH]

Well you can certainly set it online.  I changed mine to redirect to a VoIP number a couple of weeks ago.  I've not tried changing it since though.

Have you tried removing the diversion altogether, saving it and then putting the new number in?

[sodafountain]

Yes, i've tried removing it, and it says the same thing, there is an error.

I have also now gone and borrowed a physical phone from someone, plugged it in, waited a few minutes and dialled out to my mobile, which rang, so showed the phone was working.

I then did the *21*newnumber# as advised, and it just comes back with a recorded message "this operation cannot be completed on this line" or words to that effect, so something is wrong somewhere, but they reckon nothing is wrong!