What is call forwarding?

Call forwarding (sometimes called call divert) lets you redirect incoming calls to another number.

You can choose to forward calls:

• All the time (unconditionally)
• When busy
• When unreachable
• When unanswered

This is useful if you’re in a meeting, out of coverage, or just unable to pick up.

Call forwarding on the O2 network

If your service is connected to the O2 network, you can set up call forwarding directly from your handset. Simply dial the relevant code in your phone app:

• Always divert – **21* [phone number]#
• When busy – **67* [phone number]#
• When unreachable – **62* [phone number]#
• When unanswered – **61* [phone number]**11#
• Cancel all diverts – ##002#

📌 Replace [phone number] with the number you want to forward calls to.

These changes take effect almost instantly, and your next call should follow the new divert rule.

Call forwarding on the plan network

If your service is on the plan network, call forwarding is managed through my.plan. This gives business owners full control of how calls are redirected.

To set up call forwarding in my.plan:

1. Log in to my.plan.
2. Go to Controls > Device Setup > Call Forwarding & Voicemail.
3. Choose Custom Number from the dropdown.
4. Enter the number you want calls forwarded to.
5. Select the forwarding condition (unconditional, busy, unreachable, or unanswered).

How long does call forwarding take to work?

• On both networks, call forwarding changes usually take effect immediately.
• Calls made to your number after activation should be diverted straight away.
• Rarely, there may be short delays, but these are usually resolved without any action required.