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Standard Call Divert not working after TalkTalk removed Talk2Go functionality

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10 REPLIES
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seanryan
Chatterbox

Note topic https://community.talktalk.co.uk/t5/Home-Phone/Mobile-rings-when-landline-rings/m-p/2122084 where the removal of support for the Talk2Go app triggered permanent call divert on some users - I also experienced the problem which was fixed. However, I think the 'fix' may have now broken the standard "Call Divert" feature for me: I have never had that feature and only learned about it while researching the problem in the above link the other day. Yesterday I logged on to "My Account" and ticked Call Divert and a few other free features and pressed Update, but every time when I went back into that page, the ticks were lost. I phoned Customer Services (CS) who then ticked them for me and said wait 24-48 hours. This morning I checked and Call Divert was now showing ticked. I then set up an Instant Divert on my landline to my mobile by pressing the relevant keys on the landline (*21*...mob nbr...#). There is also a sequence of keys to check for diversion (*#21#), and the system correctly reads back the mobile number I setup. However, when I call my landline (from a different mobile), the landline rings as usual and the call is not diverted. Phoned CS who can't see any problem. NB: I only wanted to test the feature temporarily then remove the divert (#21#), as it would only be useful when I go away from home.

Community Team

Hi,

 

Can you please add your home phone number to your Community Profile so I can locate your details.

 

If unsure of your number, simply dial 17070 from your land line phone and this will confirm the number for you.

 

Please reply when this has been updated.

 

Thanks

 

Karl.

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seanryan
Chatterbox

Thanks for responding. I've done that now.

Community Team

Hi

 

I'm showing a call forward option for your line is active.  This will divert on no answer after 21seconds, so the home phone should ring a few times then divert to mobile.

 

Thanks

 

Karl. 

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OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

seanryan
Chatterbox

Refer https://help2.talktalk.co.uk/using-calling-features

Divert codes:

  • To divert calls instantly without having to ring: dial 2 1
  • To divert unanswered calls (rings for 21 seconds): dial 6 1
  • To divert calls whenever your line is engaged: dial 6 7

I setup 21 - Instant Divert, not 61 - Unanswered Divert which is what you've just described. I have right now dialled the checking codes on the handset and have confirmed that 21 is active, 61 & 67 are not active. Have you made a mistake in your post, or is the system genuinely telling you that 61 is active?

 

I believe 21 is active and all calls should divert immediately, but that is not happening.

Community Team

Hi

 

I'll query this with our network teams.

 

The Sonus logs for the voice circuit are showing : 

 

- DontAnswerDestination='', timeout=21 Seconds. - VariableDestination='***********', Active=True -

 

I've starred out the mobile number above, but this does show nothing has been set for the Don't answer, only on no answer.

 

Thanks

 

Karl. 

 

 

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OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

seanryan
Chatterbox
Solution

Been away a few days hence delayed reply. Keyed in the check codes on my handset this morning to confirm that all diverts were still inactive (21 - Instant; 61 - Unanswered; 67 - Engaged). I then keyed in Instant Divert and confirmed on check code it was accepted. I dialled my landline from one mobile, the landline rang once, then forwarded that call to the mobile I'd specified for instant divert. Perfect!

Thanks Karl for your help.

pnek12
First Timer

I have same issue. Call Divert says all calls are being diverted but home phone still rings.

Separate but related issue - When someone calls my home phone and it is engaged they get message "sorry there is no reply please try later" I know this is caused by the Talk2go app as it still thinks "follow me" is activated. Unfortunately I was unable to deactivate it before the app was closed! (although I did try!) Customer service say that they can't do anything to deactivate it now as the app has been removed. 

Community Team

Hi @pnek12 can you start your own thread and update your community profile and we can look into this. 

 

 

Pyebald
Participant

1I appear to have a similar problem. After talk2go was stopped  I registered my mobile on call forwarding but calls are never forwarded.

Community Team

Hi @Pyebald 

 

Can you try to reset up call divert, from looking at our system there is no number in the forwarding list.