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Setting up call forwarding from your current provider

This guide covers how to set up call forwarding from the most common UK telecoms providers to Dial 9, allowing customers to trial our service without committing to a full number transfer.

By using this method, your number stays with your current provider and calls are simply redirected. If you decide after testing to remain with your current provider, you only need to cancel the divert.

Most UK landline providers share identical divert codes as they run on the BT Openreach network. Virgin Media differs - see the relevant sections below.

Quick Reference

Replace [num] with the full destination number including leading zero, e.g. 03301234567. Options exist with most providers to use conditional call forwarding, i.e. on busy or unavailable but for the purposes of this guide we'll just cover permanent call forwarding.

Provider Divert All Cancel All
BT (Landline) *21*[num]# #21#
Sky (Landline) *21*[num]# #21#
TalkTalk (Landline) *21*[num]# #21#
Plusnet (Landline) *21*[num]# #21#
Virgin Media (Landline) *21*[num]# ##21# (double hash)

BT - Landline

Steps

  1. Pick up the handset and wait for a dial tone.
  2. Dial *21*[destination number]# - e.g. *21*03301234567#
  3. Listen for a confirmation tone, then replace the handset. All incoming calls will now divert.
  4. To cancel: dial #21#

Digital Voice: If you have been migrated to BT Digital Voice, star codes may not work. You can visit the BT Digital Voice call diversion page or the BT app / My BT portal instead for help on diversion through Digital Voice.

Sky - Landline

  • Network: BT Openreach (same star codes as BT)
  • Activation required? Yes - Call Divert is an add-on at approx. £2.50/month. You must call Sky on 150 to activate before codes will work.
  • Cost: Standard call rates on diverted calls.
  • Official help: sky.com - Talk features (call divert)
  • Support: 150 (from Sky line) | 0333 759 0599

Steps

  1. Call 150 from the Sky line to add Call Divert to the account (£2.50/month).
  2. Once activated, pick up handset and dial *21*[destination number]#
  3. Listen for confirmation tone.
  4. Alternatively, manage via: My Sky → Your account → Phone settings → Call divert.
  5. To cancel: dial #21#

TalkTalk - Landline

  • Network: BT Openreach (same star codes as BT)
  • Activation required? Yes - Call Divert may need to be activated via the My Account dashboard or by contacting TalkTalk support. Charged at approx. £3/month.
  • Cost: Standard call rates on diverted calls.
  • Official help: help-centre.talktalk.co.uk - Telephone features
  • Support: 0345 172 0088

Steps

  1. Log in to My Account → My services → Home phone → Call features to activate Call Divert.
  2. Once activated, dial *21*[destination number]# from the handset.
  3. To cancel: dial #21#

Plusnet - Landline

  • Network: BT Openreach (same star codes as BT)
  • Activation required? No - codes generally work without prior activation
  • Cost: Customers are charged for the diverted leg of each call. No extra charge if the destination is within the call plan.
  • Official help: plus.net - Call features explained
  • Support: 0800 079 1133

Steps

  1. Pick up handset and dial *21*[destination number]#
  2. Listen for confirmation tone.
  3. Manage via: Plusnet Member Centre → Phone → Call features → Call diversion.
  4. To cancel: dial #21#

Virgin Media - Landline

  • Network: Virgin Media cable network (NOT Openreach - different behaviour)
  • Activation required? Yes - Call Divert is a chargeable add-on (approx. £2.25/month). You must call 150 to activate.
  • Area zones: Virgin Media lines are categorised into colour zones (Red, Green, Blue, Yellow, Purple) which affect setup. You must dial 1765 from their Virgin phone to find out their zone.
  • Cost: Standard call rates on diverted calls.
  • Official help: virginmedia.com - Set up call diversion
  • Call features overview: virginmedia.com - Landline call features
  • Support: 150 (from Virgin line) | 0345 454 1111

Steps (Green / Blue / Yellow / Purple zones)

  1. Dial 1765 to confirm your colour zone.
  2. Call 150 to add Call Divert to the account.
  3. Once active, pick up handset and dial *21*[destination number]#
  4. Listen for confirmation tone.
  5. To cancel: dial ##21# (double hash - single hash will not work)

Important: PSTN Switch-Off (January 2027)

The UK's PSTN (copper-wire landline network) is being permanently switched off in January 2027. BT, Sky, and TalkTalk are actively migrating customers to Digital Voice (IP-based) services.

Impact on call forwarding: - On migrated lines, handset star codes (*21*, etc.) no longer work - You must set up diversion via their provider's app or online portal instead - If the codes don't work, this is the likely cause - check with your provider if you've been migrated.

Provider Link
BT Digital Voice bt.com - Call Diversion for Digital Voice
Sky sky.com - Talk features (call divert)
TalkTalk help-centre.talktalk.co.uk - Telephone features
Plusnet plus.net - Call features
Virgin Media virginmedia.com - Digital voice setup

Troubleshooting

Issue Resolution
Star codes not working 1) Check if your service has been migrated to Digital Voice. 2) For Sky/TalkTalk, confirm Call Divert has been activated on the account. 3) Check Call Barring is not active - on BT lines this blocks divert setup; switch it off first, set up divert, then re-enable.
Virgin Media - error on cancel Ensure you're using ##21# (double hash), not #21#.
Virgin Media - codes not recognised Confirm your colour zone by dialling 1765. Red zone customers cannot use Call Divert - refer to Virgin Media support.
Forwarded calls going to voicemail Active voicemail may conflict with divert. On Virgin Media, Call Divert replaces free voicemail - you may need Voicemail Plus (chargeable).

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