topic Re: Cannot setup or cancel voice diverts in Pay Monthly

Cannot setup or cancel voice diverts

foobar — Fri, 08 Oct 2021 15:28:49 GMT

Hi all, I'll make it short.

I cannot setup or cancel voice diverts -- the network is not allowing me to. The message depends on the handset but is along the lines of "Request not completed". Even ##002# results in the same response.

It's almost as if the call forwarding service is not provisioned for my account. But customer services insist that call forwarding is provisioned as standard on all accounts.

Customer services (always "busier than usual") have tried to escalate to the "technical team" a couple of times and the result was .... nothing. Except for my blood pressure going up when they told me that I hadn't waited long enough (I called back after 20 hours instead of 24....)

Anyone experienced anything similar?

And if so, how was it resolved?

Re: Cannot setup or cancel voice diverts

madasaf1sh — Fri, 08 Oct 2021 16:50:02 GMT

@foobar

What phone do you have, as that might help with the troubleshooting we can help with

Re: Cannot setup or cancel voice diverts

MI5 — Fri, 08 Oct 2021 22:00:56 GMT

@foobar

Have you tried turning off wifi calling first?

Re: Cannot setup or cancel voice diverts

foobar — Sat, 09 Oct 2021 07:25:33 GMT

It doesn't matter what device I use, the result is the same. I tried various, old and new. It's something related to the account.

Mostly I use a Nokia 6310i. So no danger of Wifi calling there.

Re: Cannot setup or cancel voice diverts

madasaf1sh — Sat, 09 Oct 2021 08:47:41 GMT

@foobar

Good choice of a classic workhorse...

Call Forwarding etc is a default service on all networks and is baked into the GSM standards so it should work... I have tested this on a few phones as well Nokia 8850, Cosmo Communicator, iPhone etc and the code works on all the phones and on o2...

Apart from an EE PAYG simcard...... You haven't ported from PAYG have you by anychance (just on the off chance)?

The only thing I can think of is if it is a problem with the sim card which im surprised isn't what was first suggested, as that is what is used to pass the data to o2.... so might be worth investigating this option...

As if its a deeper network issue with your account, it will need the Network Engineers it wont be a quick fix..

Re: Cannot setup or cancel voice diverts

foobar — Sun, 10 Oct 2021 10:12:34 GMT

Actually I ported from EE Pay monthly. I've had this number since 1995 when it was 'Mercury one2one'.

I'm sure it has worked since I've been on O2. I only discovered that it wasn't working in the last two weeks.

The only non-standard thing is that back in June I asked O2 to enable 'Conference call access' (sometimes known as 3-way calling). I wonder if that screwed it....

Re: Cannot setup or cancel voice diverts

RafaC — Tue, 12 Oct 2021 10:49:49 GMT

Hey @foobar did you manage to sort this one out yet?

Re: Cannot setup or cancel voice diverts

foobar — Tue, 12 Oct 2021 15:48:23 GMT

Not, I need to find a free hour's time to contact Customer Services. Again.

Not that it did much good the previous times.

They are always "busier than usual".

Re: Cannot setup or cancel voice diverts

MI5 — Tue, 12 Oct 2021 16:42:24 GMT

Let's ask @O2Emma to take a look at this for you @foobar

Re: Cannot setup or cancel voice diverts

O2Emma — Tue, 12 Oct 2021 17:27:19 GMT

I will look into it no problem @MI5 😀

Re: Cannot setup or cancel voice diverts

O2Emma — Tue, 12 Oct 2021 17:28:04 GMT

Hi @foobar I will send you a private message so can look into this for you .

Re: Cannot setup or cancel voice diverts

foobar — Tue, 12 Oct 2021 18:20:25 GMT

Thanks for looking into this, number sent privately.

Re: Cannot setup or cancel voice diverts

foobar — Sat, 16 Oct 2021 12:27:37 GMT

Sorted by @O2Emma! They took off the 4g/wifi calling bolt on, as apparently that causes this kind of problem sometimes.

Re: Cannot setup or cancel voice diverts

MI5 — Sat, 16 Oct 2021 21:24:57 GMT

Hmmm, message #3