topic Re: Call forwarding not working in Mobile Services

Call forwarding not working

flavione — Thu, 13 Oct 2022 09:35:37 GMT

I noticed this morning by ringing my number from another phone that call forwarding to voicemail is not working, and the caller gets the message "I'm sorry, calls to this number are not being connected", this happens in all conditions (busy, out of reach).

I'm currently on a PAYG £15 pack, with automatic top-up and £15 of balance in a Motorola 5G phone with good signal, and I have no issues making or receiving calls or sending texts, either in the UK or abroad.

I reset call forwarding with the string ##002# and restored the diversions to voicemail, but I'm still having the issue. I did that via my phone menu as well as via the usual strings **61* etc and also restored it via text 'VM on' to 150.

What could be wrong?

Thanks.

Re: Call forwarding not working

Schockwave — Thu, 13 Oct 2022 11:23:50 GMT

@flavione , have you tried texting voicemail off, reboot your phone and then voicemail on, to see if that solves the problem?

Re: Call forwarding not working

flavione — Thu, 13 Oct 2022 13:44:49 GMT

@Schockwave wrote:
@flavione , have you tried texting voicemail off, reboot your phone and then voicemail on, to see if that solves the problem?

@Schockwave, thanks, I followed the steps, but unfortunately it didn't work: I can see the call forwarding settings are correctly updated, but I'm still having the same issue, unfortunately.

Re: Call forwarding not working

James_B — Thu, 13 Oct 2022 13:47:28 GMT

Hi @flavione,

Our Technical Support Team will be happy to take a look at this issue if you get in touch.

Thanks

James

Re: Call forwarding not working

flavione — Thu, 13 Oct 2022 14:25:36 GMT

Thanks James, my call to support has been escalated to the Level 2 team and now the forwarding to the voicemail is working fine.

flavio

Re: Call forwarding not working

flavione — Thu, 13 Oct 2022 14:31:47 GMT

Quoting myself, I've just tried to run another test call and the issue is back. It looks like the call forwarding works once (that's when L2 support left a message in my VM) and then it stops again, with the same symptom.

I'll call them back later. Thanks anyway for your help.

Re: Call forwarding not working

James_B — Thu, 13 Oct 2022 14:45:35 GMT

No problem @flavione

The team will be happy to take another look at this for you.

James