Virgin Media Community

[PaulOckenden]

My elderly dad added Call Divert to his phone service over a week ago but dialling *70 still says "Service not available on this account". His calls to customer services keep going round in circles.  Everyone he speaks to seems to pass him to a different department, he's been all round the houses and often gets cut off. Difficult because he's elderly with hearing problems.

I'd like to resolve this on his behalf if I could - sounds like something isn't provisioned correctly.

Difficult though because I'm a) not the account holder and b) only at the premises occasionally. When I was there last I did confirm that *70 still wasn't working on his VM phone line. 

What Can I do?

[Serena_C]

Hi @PaulOckenden

Welcome to our Community Help Forum 🙂

Thank you for making your first post regarding your dads Call Divert feature not working.

Please can you clarify a few thinsg for me:

Please clarify where the divert is e.g. his residential landline?

Can you tell us where the number is to be diverted to e.g. a different mobile number or landline? Is that number a Virgin Media/Virgin Mobile number?

Thanks,

Serena

[PaulOckenden]

Thanks Serena,

Yes, it's a residential VM phone line. As for the second question he can't even get that far - as soon as he dials *70 he gets a message saying that the service isn't available.

[Serena_C]

Hi @PaulOckenden

Thanks for getting back to me with these details.

I would like to take a lot at your dads account and check what is happening with this Call Feature. I shall send you a private message now so that we can pass DPA and look into this further 🙂

Please look out for the purple envelope in the top right corner,

Best wishes,

Serena

[PaulOckenden]

We got it working. He was told to use *70 for call divert by customer services but it turns out this was the wrong code for his area. *21 worked. 

[Hayley_S]

Thank you for updating us with this information @PaulOckenden.

I am glad to see it is now working for you!

I hope you have a lovely day, you know where we are if you ever need help again.

Many thanks,