Call forwarding UK: what it is, how it works and what to do about missed calls

Call forwarding (also called call divert) redirects incoming calls from one number to another automatically. It is a built-in feature on every UK mobile network and most landlines, and it costs nothing to activate.

This guide covers what call forwarding is, the different types available, how to set it up on every major UK network, and the one problem call forwarding alone cannot solve: what happens when a call goes unanswered entirely.

What is call forwarding?

Call forwarding instructs your phone network to redirect calls destined for your number to a different number before they ring on your handset (unconditional forwarding) or after a condition is met (conditional forwarding). The redirect happens at network level, so it works even if your phone is switched off, out of signal, or already on a call.

It is sometimes called call divert, call redirect or FW (forwarding) on some carrier systems. All four terms describe the same network feature.

Types of call forwarding

Unconditional call forwarding

Every call to your number is immediately redirected, without ringing your handset at all. Useful when you want all calls to go directly to a receptionist, another team member, or an answering service. The caller may not know their call has been forwarded.

Conditional call forwarding

Calls are only forwarded when a specific condition is met. The three standard conditions on UK networks are:

• No answer: the call rings your handset for a set duration (usually 15 to 30 seconds) and forwards if you do not pick up.
• Busy: the call forwards immediately if your line is already in use.
• Unreachable: the call forwards if your phone is switched off, has no signal, or is in aeroplane mode.

GSM codes for UK networks

Call forwarding on UK mobiles is controlled with standard GSM codes dialled directly from your phone's keypad.

EE

Action	Code
Forward all calls	**21*[number]# then call
Forward when no answer	**61*[number]*11*[seconds]# then call
Forward when busy	**67*[number]# then call
Forward when unreachable	**62*[number]# then call
Cancel all forwarding	##002# then call

O2

Action	Code
Forward all calls	**21*[number]# then call
Forward when no answer	**61*[number]*11*[seconds]# then call
Forward when busy	**67*[number]# then call
Forward when unreachable	**62*[number]# then call
Cancel all forwarding	##002# then call

Vodafone

Action	Code
Forward all calls	**21*[number]# then call
Forward when no answer	**61*[number]*11*20# then call (20 seconds)
Forward when busy	**67*[number]# then call
Forward when unreachable	**62*[number]# then call
Cancel all forwarding	##002# then call

Three

Action	Code
Forward all calls	**21*[number]# then call
Forward when no answer	**61*[number]*11*[seconds]# then call
Forward when busy	**67*[number]# then call
Forward when unreachable	**62*[number]# then call
Cancel all forwarding	##002# then call

Replace [number] with the full number in E.164 format, e.g. +447911123456 or just the number without the leading zero: 07911123456. Replace [seconds] with the ring time before forwarding: 5, 10, 15, 20, 25 or 30.

Setting up call forwarding from your phone's menu

iPhone

1. Open Settings and tap Phone.
2. Tap Call Forwarding.
3. Toggle Call Forwarding on.
4. Tap Forward To and enter the destination number.

Note: iPhone's built-in Call Forwarding setting is unconditional. For no-answer forwarding, use the GSM codes above instead.

Android (Samsung, Google Pixel)

1. Open the Phone app and tap the three-dot menu.
2. Go to Settings, then Supplementary services or Call settings.
3. Tap Call forwarding.
4. Choose the condition (Always forward, When busy, When unanswered, When unreachable) and enter the destination number.

Menu labels vary by manufacturer and Android version. If you cannot find Call Forwarding in the menu, use the GSM codes instead.

Does call forwarding cost money?

Activating call forwarding is free on all major UK mobile networks. However, when a call is forwarded, your network treats the forwarded leg as an outgoing call from your number. Depending on your tariff, this may:

• Use your inclusive minutes allowance, or
• Incur a per-minute charge if you have no inclusive minutes remaining.

If you forward calls to a non-geographic number (0800, 0330, 03xx), the charge for that leg is usually included in your standard rate. Forwarding to 084x or 087x numbers can be expensive. Forwarding to international numbers is charged at international rates.

The limitation of call forwarding alone

Call forwarding solves the routing problem: it sends a call somewhere else. But it does not solve the response problem. If the forwarded call also goes unanswered at the destination, or if the caller hears an engaged tone and hangs up before being forwarded, that caller is still lost.

Research consistently shows that callers who reach voicemail overwhelmingly do not leave messages. When given no immediate acknowledgement, most people either hang up and forget to call back, or call a competitor within minutes.

The most effective solution is to send an automatic SMS to the caller's number within seconds of the missed call. This requires no forwarding, no answering service staff and no voicemail. The caller receives a text immediately, knows their call was registered, and can reply or book at their own convenience.

Frequently asked questions