How to forward and divert calls in the UK
Guide · SetupBy Jon Billington11 min read
Call forwarding, also called call diversion, sends incoming calls from your number to another number. You can forward every call, or only the calls you're busy for, don't answer or can't receive. BT, Virgin Media, TalkTalk, Vodafone, EE, giffgaff, iPhone and Android all document it, but how you switch it on depends on your provider and your phone.
This guide covers the main UK landline and mobile providers, iPhone and Android settings, how to switch forwarding off, and how to forward only the calls you miss.
What is call forwarding?
Call forwarding is a feature of your phone line that redirects incoming calls to a different number. Callers still ring your usual number. They don't need to know it's been forwarded.
UK providers use both names. BT, Virgin Media and TalkTalk call it call diversion or Call Divert. Apple and Android phones call it call forwarding. They mean the same thing.
The different ways you can divert calls
Forwarding comes in two kinds. Unconditional forwarding sends every call to the other number. Conditional forwarding only sends calls in certain situations.
| Type | What it does | Also called |
|---|---|---|
| All calls | Every call goes straight to the other number | Unconditional, "always forward", divert all calls |
| When busy | Calls go to the other number when you're already on a call | When engaged |
| When unanswered | Calls go to the other number if you don't answer in time | No reply, not answered |
| When unreachable | Calls go to the other number when your mobile is off or has no signal | Not reachable, switched off |
Type
All calls
- What it does
- Every call goes straight to the other number
- Also called
- Unconditional, "always forward", divert all calls
Type
When busy
- What it does
- Calls go to the other number when you're already on a call
- Also called
- When engaged
Type
When unanswered
- What it does
- Calls go to the other number if you don't answer in time
- Also called
- No reply, not answered
Type
When unreachable
- What it does
- Calls go to the other number when your mobile is off or has no signal
- Also called
- Not reachable, switched off
How long your phone rings before an unanswered call is diverted varies. BT says 15 seconds on home phone lines. TalkTalk says 21 seconds.
How to divert calls to another number
There are three common ways, depending on what you're using:
- 1A star code dialled from the phone itself, such as *21* followed by the number and #. This is how BT, TalkTalk and Virgin Media landlines, and Vodafone mobiles, work.
- 2Your phone's settings. iPhone and Android both have a call forwarding menu.
- 3A menu or online account from your provider, where they offer one.
Enter the number you want calls sent to. Some mobile providers ask you to write UK numbers in international format, replacing the first 0 with +44 (so 07700 900123 becomes +447700900123). Vodafone and BT Business Mobile both ask for this.
How to divert a UK landline
Dial these from the landline you want to divert calls from. You'll need a phone that uses tone dialling: pressing * or # should make a musical tone, not a click.
| Provider | Divert all calls | When not answered | When engaged | Check | Switch off |
|---|---|---|---|---|---|
| BT home phone | *21* number # | *61* number # (15 seconds) | *67* number # | *#21#, *#61#, *#67# | #21#, #61#, #67# |
| BT Business phone line | *21* number # | *61* number # (15 seconds) | *67* number # | *# then the code then # | # then the code then # |
| TalkTalk | *21* number # | *61* number # (21 seconds) | *67* number # | *# then the code then # | #21#, #61#, #67# |
| Virgin Media, Green, Blue, Yellow or Purple area (dial 1765 first to check your area colour) | *21* number # | not documented | not documented | *#21# | #21# |
| Virgin Media, Red area (dial 1765 first to check your area colour) | *70, then the number | not documented | not documented | not currently available | #70 |
Provider
BT home phone
- Divert all calls
- *21* number #
- When not answered
- *61* number # (15 seconds)
- When engaged
- *67* number #
- Check
- *#21#, *#61#, *#67#
- Switch off
- #21#, #61#, #67#
Provider
BT Business phone line
- Divert all calls
- *21* number #
- When not answered
- *61* number # (15 seconds)
- When engaged
- *67* number #
- Check
- *# then the code then #
- Switch off
- # then the code then #
Provider
TalkTalk
- Divert all calls
- *21* number #
- When not answered
- *61* number # (21 seconds)
- When engaged
- *67* number #
- Check
- *# then the code then #
- Switch off
- #21#, #61#, #67#
Provider
Virgin Media, Green, Blue, Yellow or Purple area (dial 1765 first to check your area colour)
- Divert all calls
- *21* number #
- When not answered
- not documented
- When engaged
- not documented
- Check
- *#21#
- Switch off
- #21#
Provider
Virgin Media, Red area (dial 1765 first to check your area colour)
- Divert all calls
- *70, then the number
- When not answered
- not documented
- When engaged
- not documented
- Check
- not currently available
- Switch off
- #70
A few provider details worth knowing:
BT home phone: BT says Call Diversion is included for Digital Voice and Home Phone Standard customers, and Digital Voice handsets have a Call Diversion menu too. How diverted calls are charged depends on your BT service and plan. BT says calls diverted to a BT Mobile or BT Home Phone service are free, and calls diverted to other services are charged at standard rates, or come out of your inclusive minutes where your plan covers them. BT adds that you'll be charged for the duration of any diverted calls, plus the standard call setup fee, and that diverting to a mobile number will cost more than a home phone.
BT Business phone lines: Call Diversion is a paid calling feature, and the diverted part of each call is charged at BT Business's standard rates. If you hear "this service is not available", it isn't on your line yet.
Virgin Media: Call Divert costs £2.25 a month. Dial 1765 first to find out your area colour, which decides which codes you use. In Green, Blue, Yellow or Purple areas, use *21* to switch it on, *#21# to check and #21# to cancel. In Red areas, dial *70 and then the number to switch it on, and #70 to cancel; checking an active divert isn't currently available in Red areas. Switching Call Divert off can take up to 24 hours, and Free Voicemail doesn't work while Call Divert is on.
TalkTalk: Call Divert has to be added in My Account, where you can check the cost. Each time you divert a call you also pay the cost of the call, which may be covered by your minutes depending on your plan. If TalkTalk set up a divert for you during a fault, it should be removed automatically once the fault is fixed. If it isn't, dial #21#.
Other landline providers: check your provider's help pages. Don't assume their codes are the same as the ones above.
How to forward calls on UK mobile networks
On a mobile, you can use your network's codes where it publishes them, or your phone's settings. The codes we could confirm are below.
| Network | All calls | When not answered | When unreachable | When busy | Switch off one | Switch off all |
|---|---|---|---|---|---|---|
| Vodafone | **21* +44 number # | **61* +44 number # | **62* +44 number # | **67* +44 number # | ##21#, ##61#, ##62#, ##67# | ##002# |
| BT Business Mobile | **21* +44 number # | **61* +44 number # (15 seconds) | **62* +44 number # | **67* +44 number # | ## then the code then # | ##002# |
Network
Vodafone
- All calls
- **21* +44 number #
- When not answered
- **61* +44 number #
- When unreachable
- **62* +44 number #
- When busy
- **67* +44 number #
- Switch off one
- ##21#, ##61#, ##62#, ##67#
- Switch off all
- ##002#
Network
BT Business Mobile
- All calls
- **21* +44 number #
- When not answered
- **61* +44 number # (15 seconds)
- When unreachable
- **62* +44 number #
- When busy
- **67* +44 number #
- Switch off one
- ## then the code then #
- Switch off all
- ##002#
To check a Vodafone divert, dial *#21# (or 61, 62, 67 in place of 21).
Vodafone: on Pay as you go, you can only divert calls to voicemail.
EE Business: EE Business doesn't publish star codes on its help page. Instead, call 150 from your phone and choose option 1, then 2, then 4, then 1 to set up a divert, or 1, 2, 4, 2 to remove one. You can also use your phone's settings. EE Business says diverts must be set up on the phone itself, not remotely or through customer service.
giffgaff: giffgaff points customers to the phone's settings (see iPhone and Android below). To send calls to giffgaff voicemail, forward them to 443.
O2, Three, EE, Sky Mobile and other networks: use your phone's settings, below, or your network's own help pages. We haven't listed codes for these networks because we couldn't confirm them on official help pages.
How to forward calls on iPhone and Android
iPhone: open Settings, tap Apps, then Phone, then Call Forwarding, and turn it on. Tap Forward To and enter the number. A Call Forwarding icon appears in the status bar while it's on. You need to be in range of your network when you set it up.
iPhone's built-in Call Forwarding setting forwards all calls. Forwarding only when you're busy, don't answer or can't be reached depends on your network: support and setup vary, so check with your network.
Android: open the Phone app, tap the three-dot menu, then Settings, then Calls, then Call forwarding. On some phones it's under Supplementary services or Calling accounts. Choose Always forward, When busy, When unanswered or When unreachable, enter the number and turn it on. Menu names vary between phone makers.
Dual SIM phones: choose the SIM you want before switching forwarding on.
How to turn call forwarding off
Use the switch-off code for the divert you set, or turn it off in the same phone setting you used to switch it on.
| Where it was set | How to switch it off |
|---|---|
| BT or TalkTalk landline, divert all calls | Dial #21# |
| Virgin Media landline, Green, Blue, Yellow or Purple area | Dial #21# (can take up to 24 hours) |
| BT or TalkTalk landline, unanswered or engaged divert | Dial #61# or #67# |
| Virgin Media landline, Red area | Dial #70 (can take up to 24 hours) |
| Vodafone or BT Business Mobile, every divert at once | Dial ##002# |
| iPhone | Settings > Apps > Phone > Call Forwarding, turn it off |
| Android | Phone app > Settings > Calls > Call forwarding, turn each option off |
| EE Business | Call 150 and choose 1, 2, 4, 2, or turn it off in settings |
Where it was set
BT or TalkTalk landline, divert all calls
- How to switch it off
- Dial #21#
Where it was set
Virgin Media landline, Green, Blue, Yellow or Purple area
- How to switch it off
- Dial #21# (can take up to 24 hours)
Where it was set
BT or TalkTalk landline, unanswered or engaged divert
- How to switch it off
- Dial #61# or #67#
Where it was set
Virgin Media landline, Red area
- How to switch it off
- Dial #70 (can take up to 24 hours)
Where it was set
Vodafone or BT Business Mobile, every divert at once
- How to switch it off
- Dial ##002#
Where it was set
iPhone
- How to switch it off
- Settings > Apps > Phone > Call Forwarding, turn it off
Where it was set
Android
- How to switch it off
- Phone app > Settings > Calls > Call forwarding, turn each option off
Where it was set
EE Business
- How to switch it off
- Call 150 and choose 1, 2, 4, 2, or turn it off in settings
How to forward only the calls you miss
If you want to keep answering calls yourself and only send on the ones you can't take, use conditional forwarding rather than divert all calls.
On a landline, that usually means setting both the "when not answered" and "when engaged" diverts. On a mobile, add "when unreachable" too, so calls still go somewhere when you're out of signal or your phone is off.
Your phone keeps ringing as normal. Only the calls you don't pick up in time, or can't take because you're on another call, are forwarded.
Using call forwarding with Ringzel
Ringzel is an AI receptionist that answers the calls you can't take. You don't change your number or move it anywhere. You keep your existing number and set up forwarding on your own line, using the steps above.
You can forward to Ringzel only when you're busy, don't answer or are closed. Your phone rings as normal, and the calls you miss go to your Ringzel number instead of voicemail.
Ringzel answers in your business name, asks the questions you've set and follows your instructions. After each call you get the recording, the transcript, a summary and a check report.
Your customers keep ringing the number they already know. Nothing changes on your website, van or business cards.
14-day free trial. No card to start. Keep your number.
Common call forwarding problems
The code doesn't work on my landline.
Check the feature is on your line. BT Business says its Call Diversion is a paid add-on, and "this service is not available" means you don't have it. Check your phone uses tone dialling, and try another handset.
It won't work alongside call barring.
BT Business says Call Diversion won't work if you're using outgoing Call Barring. BT home phone says that if you use both, switch Call Diversion on first.
My divert won't switch off.
Use the switch-off code that matches the divert you set: #21# for all calls, #61# for unanswered, #67# for engaged on BT and TalkTalk landlines. On Vodafone, ##002# cancels every divert at once.
My voicemail stopped working.
On Virgin Media, Free Voicemail doesn't work while Call Divert is on. On other lines, check which diverts are active using your provider's check code or your phone's call forwarding settings.
My pay as you go mobile won't divert to another number.
Vodafone says Pay as you go customers can only divert calls to voicemail. Check your network's terms.
The iPhone setting only lets me forward everything.
That's how iPhone's built-in Call Forwarding setting works. Conditional forwarding (busy, unanswered or unreachable) depends on your network, so check with your network how to set it up.
Questions about call forwarding
What is call forwarding?
Call forwarding sends calls made to your number on to another number. You can forward all calls, or only when you're busy, don't answer or can't be reached.
Is call diversion the same as call forwarding?
Yes. BT, Virgin Media and TalkTalk call it call diversion or Call Divert, and phones usually call it call forwarding. It's the same feature.
How do I divert calls to another number?
On BT and TalkTalk landlines, and Virgin Media landlines in Green, Blue, Yellow or Purple areas, dial *21*, the number, then #. Virgin Media Red areas use *70 and then the number. On Vodafone and BT Business Mobile, dial **21*, the number starting +44, then #. On iPhone and Android, use Call Forwarding in the phone's settings.
Can I divert my landline to my mobile?
Yes, on BT, Virgin Media and TalkTalk landlines you can divert calls to a mobile using the codes above. Charges depend on your provider and plan: see "Does call forwarding cost money?" below.
Can I forward calls only when I don't answer?
Yes. Use the "when not answered" divert: *61* on BT and TalkTalk landlines, **61* on Vodafone and BT Business Mobile, or "When unanswered" in Android settings. iPhone's built-in setting forwards all calls, so check with your network for this.
Can I forward calls when my line is busy?
Yes. Use the "when engaged" or "when busy" divert: *67* on BT and TalkTalk landlines, **67* on Vodafone and BT Business Mobile.
Does call forwarding cost money?
It can, depending on your provider and plan. On BT home phone, BT says calls diverted to a BT Mobile or BT Home Phone service are free, and other diverted calls are charged for their duration plus the standard call setup fee, or use your inclusive minutes. Diverting to a mobile costs more than to a home phone. BT Business Call Diversion is a paid feature, with the diverted part of each call charged at BT Business rates. Virgin Media's Call Divert costs £2.25 a month. EE Business charges diverts at your plan's call rate. TalkTalk's Call Divert has to be added in My Account, where you can check the cost, and each time you divert a call you also pay the cost of the call, which may be covered by your minutes depending on your plan. Check your own provider.
How do I cancel call forwarding?
Dial the matching switch-off code, such as #21# on BT and TalkTalk landlines, or ##002# on Vodafone to cancel every divert. On iPhone or Android, turn Call Forwarding off in settings.
Why are my calls going straight to voicemail?
It can be because a divert is set, for example all calls diverted to voicemail, or because your phone is off or has no signal and calls are diverted when unreachable. Check your active diverts with your provider's check code, such as *#21#, or in your phone's call forwarding settings.
Can I forward calls to an AI receptionist?
Yes. You forward calls from your existing number to the receptionist's number, in the same way as forwarding to any other phone. With Ringzel, you can forward only the calls you miss.
Can I keep my existing business number?
Yes. Forwarding works from your existing number, so you don't need to change or move it.
