topic Call Protect and Call Divert in Home Phone

Call Protect and Call Divert

nmw01223 — Tue, 15 Jul 2025 06:46:02 GMT

I have had call protect activated for sometime as a guard against nuisance calls.

Just last week I tried to enable call divert as a way of diverting the land line to a mobile when necessary. However something went wrong, and it didn't enable call divert but did disable call protect. Rang up, and the CS person they were incompatible, cannot have both at once.

Not clear about this.

Firstly, looking at what they do, cannot see why they are necessarily incompatible, would have thought protect would triage the calls following its rules, then, if allowed through, divert could redirect as necessary according to its rules.

Secondly, after a quick look at the documentation, cannot see anywhere that it is stated they are incompatible - and the GUI certainly didn't stop me selecting both.

So, what is the truth, are they incompatible?

Re: Call Protect and Call Divert

Gandalf — Tue, 15 Jul 2025 11:06:25 GMT

Hey,

They should be compatible with each other.

I think the issue is that an order for Smart Divert was placed in error, instead of Call Divert, and unfortunately this is stuck in the supplier systems, so any further orders to correct this are getting rejected.

I've raised this to Openreach and they're cancelling the stuck order, so we can place the right one.

Should hopefully be fully sorted within 24-48 hours.

Re: Call Protect and Call Divert

nmw01223 — Tue, 15 Jul 2025 19:26:14 GMT

Thanks, yes, I got an email to say call divert was now active.

But, the CS person I originally spoke to said it would be set up initially to divert to a specific mobile number. But it hasn't been because if I dial the main number it does not come through on the mobile. However as I am not currently at the main number, I cannot set it up.

Catch 22. Have to ring CS, I guess. Only being able to set this up from the actual landline proves to be a bit of a drawback I did not foresee.

Re: Call Protect and Call Divert

Gandalf — Wed, 16 Jul 2025 08:07:29 GMT

That’s technically possible but a bit of a bodge and it can cause data integrity issues in the systems which means much more chance of any future orders or changes getting stuck and you wouldn’t be able to manage it yourself either so it’s not a service we should really offer.

Re: Call Protect and Call Divert

Townman — Fri, 18 Jul 2025 09:47:25 GMT

@Gandalf wrote:

... so it’s not a service we should really offer.

Though now having a limited life span, this seems like an essential service to arrange call diversion in total loss of service scenarios. Such was essential when i had business accounts with Plusnet and the phone services died!

Re: Call Protect and Call Divert

nmw01223 — Fri, 18 Jul 2025 10:29:35 GMT

That is a good point.

Re: Call Protect and Call Divert

Gandalf — Tue, 22 Jul 2025 09:01:18 GMT

@Townman wrote:

@Gandalf wrote:

... so it’s not a service we should really offer.

Though now having a limited life span, this seems like an essential service to arrange call diversion in total loss of service scenarios. Such was essential when i had business accounts with Plusnet and the phone services died!

Yeah that's a different scenario, a Temporary Call Divert can be added to an open phone fault. They're admin controlled so we set them up with the requested number and the divert is cancelled when the fault's closed.