Analogue call diverts

• Admin-controlled call divert – one-off connection charge of £6.50 excluding VAT
  This is a divert placed by us to a specific number, which stays active until you request to have it removed. This diverts all calls unconditionally
• Customer-controlled (announcement)*^ – £4.20 a month excluding VAT
  This divert allows you to set up your own divert, which you can turn off and on whenever you want. You can change the number you divert to and choose whether it diverts on busy, no reply or unconditionally by entering codes into the handset connected to the phone line. When the number is dialled, it will advise the caller that the call is being diverted to another number.
• Customer-controlled (no announcement)*^ – £4.20 a month excluding VAT
  This divert works the same way as above, except there’s no announcement advising the caller that the call is being diverted.
• Smart divert* – one-off connection charge of £8.50 excluding VAT plus £8.50 a month excluding VAT
  A smart divert is similar to a customer-controlled divert, except you’re given an access number, which allows you to set the divert up from another landline or mobile. Smart divert will also allow you to divert to an 0800 number and most international destinations.
• Temporary call divert anytime – one-off connection charge of £6.35 excluding VAT
  This is similar to an admin-controlled divert in that it diverts all calls unconditionally. But it will automatically drop off after 90 days.

*If you don’t have a live divert set up with one of these services it won’t stop the service from billing. You’ll need to tell us to remove the service if you no longer want to pay for the divert.

^If you’re applying a customer-controlled divert to a multi-line, you’ll need to use the main line to do this, not the aux lines.

• Admin-controlled – no reply – £5 a month excluding VAT
  This diverts all calls that are not answered within 15 seconds. It’s placed by us to a specific number and stays active until you tell us to remove it.
• Admin-controlled – busy – £5 a month excluding VAT
  This works the same as above, except it’ll divert if the line is busy.
• Admin-controlled – busy and no reply – £5 a month excluding VAT
  This divert is a combination of the above – the call will be diverted if the line is busy or not answered within 15 seconds.
• Admin-controlled – unconditional – £5 a month excluding VAT
  This immediately diverts all calls to the requested number.
• Customer-controlled call forwarding* – £5 a month excluding VAT
  This allows you to set up your own divert, which you can turn off and on whenever you want. You can change the number you divert to and choose whether it diverts on busy, no reply or unconditionally by entering codes into the handset connected to the phone line.
• Temporary call divert anytime – one-off connection charge of £6.35 excluding VAT
  This will divert all calls unconditionally and will automatically drop off after 90 days.

*If you don’t have a live divert set up with this service, it won’t stop the service from billing. You’ll need to tell us to remove the service if you no longer wish to pay for the divert.

For all divert types, you’ll also be charged for the cost of the diverted part of the call.

For example, if diverting to a mobile, you’ll pay the cost of the call from the landline to the mobile.

If you have a call package that covers the type of call being made, this will be used. With Smart Divert, calls made to the access number (when using the service remotely) are charged at standard dialling rates.

Please note, dependent on your divert type, this can take up to three working day to go live. Most analogue line diverts will be live within 24 hours and most ISDN diverts will be live within one working day.

Customer-controlled diverts can only be applied using a handset connected to the line the divert has been placed on.

To divert calls

1. Press * and then type the divert code
   2. Press * and then type the phone number to divert to
   3. Press #
   For example, ‘*21*07987654321#’ would divert all calls unconditionally to 07987654321

To cancel a divert

1. Press # and then type the divert code
   2. Press #
   For example, ‘#67#’ would cancel an active ‘busy’ divert

To check if a divert is on

1. Press # while holding down *
   2. Type the divert code and then press #
   For example, ‘(*#)61#’ would check to see if there was an active no reply divert

You can apply smart diverts using a handset connected to the line the divert has been placed on. You can also apply them from a different landline or mobile by using an access number and secure PIN.

If you’re setting up a smart divert directly from the line, the steps are the same as a normal customer-controlled divert.

If you’re setting it up remotely – i.e. from a different landline or a mobile – the steps and codes are as below:

To Divert calls remotely

1. Dial the access number and wait for dial tone
   2. Press * and type the remote divert code
   3. Press * and type the PIN
   4. Press * and type your full phone number
   5. Press * and type the phone number to divert to
   6. Press #

To cancel divert remotely

1. Dial the access number and wait for dial tone
   2. Press # and type remote divert code
   3. Press * and type the PIN
   4. Press * and type your full phone number
   5. Press #

To check it’s on remotely

1. Dial the access number and wait for dial tone
   2. Press # while holding down *
   3. Type the remote divert code and press *
   4. Type the PIN and press *
   5. Type your full phone number
   6. Press #