Forward calls to another number

You can easily set up and manage the Call Waiting and Call Forwarding settings for your nbn home phone using My Telstra. Here’s how:

Sign in to My Telstra

You’ll find your Call Forwarding and Call Waiting settings located in My Telstra in a browser using your Telstra ID:
  1. On the homepage, find your service in the Account overview section, and select the Manage link
  2. Select Manage next to Your Plan
  3. Scroll down to Features where you’ll find Call settings
  4. Select Manage and you’ll be able to customise your settings.

Note: Not available to customers on Upfront plans. Please follow the steps below to manage Call Waiting and Call Forwarding via your phone handset.

How do I apply/remove Call Forwarding?

When you don’t want to miss any calls, but can’t just wait by the phone, you can use Call Forward to send your incoming calls on to a more convenient number. There are several flexible options to choose from, giving you control over when and where your calls will go:

Call Forward Immediate - Any calls to your primary phone are immediately redirected to the number you choose

Call Forward Busy - If your phone is engaged when someone calls, they’ll be immediately forwarded to another number you’ve chosen

Call Forward No Answer - When there’s no one to answer your phone, you can get your calls sent on to another number. The default ‘no answer’ delay is 20 seconds or about seven rings. However, you can set any delay you want from five to 55 seconds.
 

Via phone handset

Set up call forwarding features

To set-up Call Forward Immediate.

  1. Lift your phone’s handset and wait for the dial tone
  2. Dial *21
  3. Key in the number you want your calls forwarded to
  4. Press # and hang up.
     

To set-up Call Forward Busy.

  1. Lift your phone’s handset and wait for the dial tone
  2. Dial *24
  3. Key in the number you want your calls forwarded to
  4. Press # and hang up.

To set-up Call Forward No Answer.

  1. Lift your phone’s handset and wait for the dial tone
  2. Dial *61
  3. Key in the number you want your calls forwarded to
  4. Press # and hang up.
     

Remove Call Forwarding features:

To remove Call Forward Immediate.

  1. Lift your phone’s handset and wait for the dial tone
  2. Dial #21#
  3. Hang up.
     

To remove Call Forward Busy.

  1. Lift your phone’s handset and wait for the dial tone
  2. Dial #24#
  3. Hang up.
     

To remove Call Forward No Answer.

  1. Lift your phone’s handset and wait for the dial tone
  2. Dial #61#
  3. Hang up.

Via My Telstra in a browser

  1. On the homepage, find your service in the Account overview section, and select the Manage link
  2. Select Manage next to Your Plan
  3. Scroll down to Features where you’ll find Call settings
  4. Select Manage and you’ll be able to customise your settings.
  5. Select Call Forwarding
  6. From the Call Forwarding page, you can:
    • Create a new rule
    • Edit an existing rule
    • Update rule order
    • Extend the number of rings before MessageBank Diversion
    • Turn MessageBank on/off (using the toggle switch)

How do I add or edit a Call Forwarding rule?

Via My Telstra in a browser

  1. On the homepage, find your service in the Account overview section, and select the Manage link
  2. Select Manage next to Your Plan
  3. Scroll down to Features where you’ll find Call settings
  4. Select Manage and you’ll be able to customise your settings
  5. Select Call Forwarding
  6. To create a Call Forwarding rule, select Create New Rule and complete the fields as required
  7. You can edit an existing Call Forwarding rule by selecting Edit
  8. Once completed, click Save.

How do I apply/remove Call Waiting?

Call Waiting tells you if there’s another call when you’re already on the phone. A discreet tone alerts you to the new call – so you can answer it by putting your first caller on hold. Call Waiting is available in most areas of Australia. If you have a new service Call Waiting will be automatically turned on.

Via phone handset

Set up call forwarding features

To answer an incoming call or switch between calls:

Depending on your handset, select Recall, Flash or Talk, you’ll hear a dial tone, then press 2
 

To hang up one call and return to the other:

Depending on your handset, select Recall, Flash or Talk, you’ll hear a dial tone, then press 1
 

To reject an incoming call:

Depending on your handset, select Recall, Flash or Talk, you’ll hear a dial tone, then press 0
 

To turn on Call Waiting:

Dial 4 3 #, then you’ll hear an announcement letting you know call waiting is on.
 

How do I turn off Call Waiting?

Dial # 4 3 # then you’ll hear an announcement letting you know call waiting is off.

Via My Telstra in a browser

  1. Select the home phone service you'd like to change the Call Waiting settings for
  2. Scroll to the bottom of the page and select Manage under Add-ons > Call settings
  3. Select the second Phone link
  4. Select Call Waiting on or off using the toggle switch
  5. Once completed, you should see a Successfully Updated message at the top of the screen.

How do I remove a Call Forwarding rule?

There are two options when it comes to removing a call forwarding rule:

Via My Telstra in a browser

  1. On the homepage, find your service in the Account overview section, and select the Manage link
  2. Select Manage next to Your Plan
  3. Scroll down to Features where you’ll find Call settings
  4. Select Manage and you’ll be able to customise your settings.
  5. Select Call Forwarding
  6. You can disable the rule using the toggle switch, if you plan to reuse the rule at a later date
    OR
  7. You can remove the rule completely by selecting delete.
     

For more help use our Smart Troubleshooting tool or Message us

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