Diverted landline not answered by voicemail

[JMS67]

Hi. I am struggling with this. We have a landline which is on divert to a pay monthly mobile. The divert works fine unless we are unable to answer and instead of it being picked up by the voicemail it just gets cut off.

If I use a different O2 number, it works fine, so I know it can be done. And if I set up the SIM to divert to another number, for example a different mobile number, it works fine as well. But if I try and get voicemail to answer it just dumps the call.

I do not know what to try next. Anybody any ideas?

Jonathan

[MI5]

@JMS67 

Divert calls when there is no reply
To activate **61*901*11*30# SEND (30 is 30 seconds, you can set 10, 30 or 30)

[JMS67]

I have tried that. It cuts the caller off. 

[MI5 · Accepted solution]

Must be something set incorrectly on that account then I guess @JMS67 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Projectionist]

Long shot, but....is your voicemail switched on ? Try dialing 1750 (from mobile)

Keeping your Voicemail safe | Help & Support | O2

[JMS67]

Thanks. I will try that.

[JMS67]

Thanks. The voicemail answers if the mobile is called direct but cuts off any calls which have been diverted to the landline.

[Projectionist]

Dialling 1750 should turn on your voicemail service - try the redirect once more

[JMS67]

Not working. ☹️

[JMS67]

Thank you. Customer Services managed to resolve the issue, but I ended up having to contact them via the O2 web chat which sort of took ages and I was a bit dubious about if it would be successful. But they said, "Sorry. We have updated your settings. it should work now". And it does.

J