topic Re: Call forwarding not working after switch from BT to EE in Mobile Services

Call forwarding not working after switch from BT to EE

cmabsl — Fri, 05 Sep 2025 16:43:06 GMT

Recently migrated form BT to EE.

Now abroad and impossible to set-up call forwarding. After entering the call forward number and moving backwards, the number disappears and the call forwarding button is greyed out.

Have also tried keying to 150: *21*xxxxxxHASH Still does not work

Any ideas?

Re: Call forwarding not working after switch from BT to EE

cmabsl — Fri, 05 Sep 2025 17:34:25 GMT

No longer works

Re: Call forwarding not working after switch from BT to EE

Leanne_T — Sat, 06 Sep 2025 08:04:02 GMT

Morning @cmabsl

Thanks for coming to the community.

To set up call forwarding you would need a pay monthly account, as this is not available on pay as you go.

If you have a pay monthly account and this is not working for you since you transferred from BT, please give our technical support guides a call. They can make sure everything is set up correctly at our end and help you get this sorted.

Please let me know how you get on 🙂

Leanne.

Re: Call forwarding not working after switch from BT to EE

cmabsl — Sat, 06 Sep 2025 10:46:18 GMT

What a stupid reply; of course I have a monthly contract otherwise it would not have worked with BT!

Impossible to contact your technical support guides when I am abroad - local network does not support DTMF signalling so impossible to use your service. The year is 2025, haven't you considered a technical live chat?

EE is far inferior to BT is this respect - some 30 years over many countries and NEVER this problem until last month I switched from BT to EE.

Please don't bother copying your various guides - we are not stupid.

EE has serious issues to resolve in the back end....

Re: Call forwarding not working after switch from BT to EE

cmabsl — Sat, 06 Sep 2025 11:23:28 GMT

Unfortunately, most of them haven't got a clue as they're probably sitting in a boat in Calcutta.

I've had my own issues with call forwarding and voicemail - ONLY since I moved from BT to EE last month. At the end of this spell abroad, as soon as I get back to Blighty I will be moving back to BT.

The nonsense they spurt out is incredible. They forget that with BT these services have been around for decades!

Re: Call forwarding not working after switch from BT to EE

Matt_124 — Sat, 06 Sep 2025 11:48:30 GMT

What do you mean when you say you have "tried keying to 150"?

The code " *21*[forwardingnumber]# " is to be entered directly into your keypad, followed by pressing the call button - you do not call 150 to key this in using DTMF.

Re: Call forwarding not working after switch from BT to EE

cmabsl — Sat, 06 Sep 2025 11:50:10 GMT

Thanks. 150 was an error I could not correct on the post

Re: Call forwarding not working after switch from BT to EE

Schockwave — Sat, 06 Sep 2025 11:54:48 GMT

@cmabsl , EE staff are all in the UK, not sure why you are saying probably sitting in a oat in Calcutta? You are just plain rude, and staff do not just copy various guides, they and us customers will try and help where we can.

Re: Call forwarding not working after switch from BT to EE

Matt_124 — Sat, 06 Sep 2025 11:54:58 GMT

OK, so what happens when you try this via your keypad followed by pressing the call button?

You have also not mentioned what type of device you are using which could be useful to help figure out the issue?

Re: Call forwarding not working after switch from BT to EE

cmabsl — Sat, 06 Sep 2025 11:57:49 GMT

It's an iphone 12. I get an error message with 9 sections: all say 'Setting Activation Failed" with a "DISMISS" button at the bottom.

Re: Call forwarding not working after switch from BT to EE

cmabsl — Sat, 06 Sep 2025 11:59:45 GMT

Does not work. No DTMF from where I am. Would have been useful if EE had "Key or Say which option you require" which most services use these days.

Re: Call forwarding not working after switch from BT to EE

bristolian — Sat, 06 Sep 2025 12:08:42 GMT

@cmabsl wrote:
What a stupid reply; of course I have a monthly contract otherwise it would not have worked with BT!

I'm sure there will have been customers who transferred from BT pay-monthly to EE PAYG, so unless you explicitly state you're on pay-monthly, then to confirm this point seems entirely reasonable to me.

It avoids potential confusion further on.

Re: Call forwarding not working after switch from BT to EE

Leanne_T — Sun, 07 Sep 2025 09:06:21 GMT

Morning @cmabsl

Thanks for coming back to us.

I'm sorry we have no account access on the community to help you get this looked into, could you try calling us from another phone on +44 (0)7953 966 150 to see if you can get connected and get the call forwarding looked into.

Full ways to contact us and options for making a complaint can be found on the Contact Us page.

Thanks.

Leanne.