Call Divert on busy

[neilyoung1]

I use Call Divert on Busy / Engaged but am a little worried I will lose this when the switch over to 21CN happens.  I have read others have had problems and  it might have been resolved?.  The phone guide now makes no mention of Call Divert options other than immediate.

Can someone please confirm if I will still have access to Call Divert on Busy.  This is one of a few things holding me back from renewing my contract.  I think we are in the Red zone at the moment, not sure if this will change after the 21CN switch over ...

Thanks

[Adri_G · Accepted solution]

Hi neilyoung1, thanks for reaching out on the help forums.

We're sorry to hear you're unsure about the call divert feature on our line via fibre optics network.

We'd like to advise that any call features in place can be transferred over to the new 21CV service and you should be able to use the divert on busy/engaged option as before.

You may visit our call features page here where you can view if call divert is available based on the zone you're at, this guide applies for our new lines over fibre too.

If you ever experience a problem/fault with this service or feature in the future, this can be reported to our faults team at 150 (from a VM landline) or 0345 454 1111, options 1-2-3 and we'll investigate the issue individually.

Let us know if you have more questions or concerns, we'll be glad to advise more.

[neilyoung1]

OK, as a follow up to this, we recently had a copper line fault, so the technician switched us over the 21CN and we have now lost all our call divert features apart from divert immediate.

Could someone look into this as its important to us so elderly family members can reach us when we are on the phone.  We rely in divert when engaged to divert the call to a mobile phone.  We were assured that the function would remain the same, and have recently renewed our contract based on such information, although now outside the 14 day cancellation period.

[John_GS]

Hi @neilyoung1 

Thanks for coming back to the thread.

It's still showing as fine on the system. What happens to the calls instead of diverting please?

Best wishes.

[John_GS]

Hi @neilyoung1 

Just as a quick follow up, please reboot your router for me as I do believe we've fixed this.

Let me know if not fixed.

[neilyoung1]

Thanks for chasing this up.  No, its not working.

We have changed zones by being switched to 21CN and are now in the purple zone.  I see that the only call divert option here is for immediate, and not on busy or after a certain number of rings and it looks like purples do not have any other features.  We can currently only turn call divert immediate on or off, but no other call divert feature such as the on busy as needed.  Do you have the codes to do this, ie *21* ... etc ?

[Arissa_H]

Hi Neilyoung1.

Thank you for coming back to us.

Sorry to see it is still not working.

We have passed it onto our specialist team to be looked into further.

Please hang in there and someone will contact you after they have had a look, can take up to 48 hours.

Thank you.

[neilyoung1]

Thanks,  We had Craig call this morning explaining it can be done and using *67* to redirect, but this still doesn't work for divert if busy.  He also emailed us a copy of the document to set up call forwarding etc and there is no mention of divert on busy.  Is it possible to get him to call back please?

[Daniel_Et]

Hi @neilyoung1, thank you for coming back to us.

We're sorry to hear you're still experiencing some issues 😔 I have reached out to Craig and he said he will check the situation again.

Regards,

Daniel

[neilyoung1]

Craig did get back to us and the simple answer is that it is not supported now.  This is disappointing and wonder if it can be re enabled somehow.  This was key to us renewing our contract and I was assured that call divert would continue to function as before.  If not, do we have grounds to exit the contract penalty free due to being mis sold or breach of service as we are now over the 14 days cooling off?