How to Deactivate Call Forwarding/Divert

You pick up your phone, expecting an important business call – only to realize it’s been silently forwarded somewhere else. Again.

It could be calls getting diverted to an old number, a second SIM, or voicemail without your consent. It’s always frustrating, and the consequences can be costly. Missed opportunities. Delayed responses. Customers left hanging.

In today’s fast-paced business environment, especially if you’re a solo entrepreneur or managing a growing team, every call counts.

Call divert – or call forwarding – was meant to be helpful. But when it’s active without your knowledge, or refuses to turn off through your phone settings or USSD codes, it becomes more of a liability than a solution.

If you’ve ever tried using the deactivation code – ##002#, toggling settings on Android or iPhone, or waiting endlessly on hold with your telco’s support, you’re not alone.

Trust me, there are other business owners across MTN, Airtel, Glo, and 9mobile networks who face the same struggle: how to fully regain control of where their calls go – without losing customers in the process.

In this guide, we’ll break down everything you need to know – step-by-step – from identifying active call forwarding on your line, to cancelling it across all major networks and devices, and even exploring smarter alternatives that give you full control over your business communications.

 

Quick Overview: How to Cancel Call Forwarding in 3 Steps

If you’re currently experiencing missed calls, delayed notifications, or customers saying “your line isn’t going through”, chances are your phone is forwarding calls without your knowledge – or to the wrong place.

Here’s a quick breakdown of how to cancel call divert or call forwarding across most devices and networks:

Step 1: Dial the Universal Cancel Code – ##002#

This is the global GSM code to cancel all forms of call forwarding on your line – whether it was set manually, triggered by network defaults, or configured by mistake.

• Open your phone’s dialer

• Type ##002# and press the call button

• You should see a confirmation message like “Call forwarding erased”

This works on MTN, Airtel, Glo, 9mobile, and most other GSM networks globally. It’s the fastest way to reset everything without diving into complicated menus.

 

Step 2: Double-Check in Your Phone’s Settings

Depending on your device, the network-level deactivation may not reflect immediately in your phone’s interface. To be sure:

• On Android:

• Go to Phone app > Settings > Calling accounts > Call forwarding

• Check and manually turn off any forwarding types (voice when busy, unanswered, unreachable)

 

• On iPhone:

• Go to Settings > Phone > Call Forwarding

• If active, toggle it off

This helps avoid the issue where your phone thinks forwarding is still on – even after dialing the code.

Step 3: Test with a Second Phone or Line

Sometimes, forwarding seems off – but the line still redirects. To be sure:

• Call your number from another phone

• Reject the call, let it ring out, or turn your phone off temporarily

• Confirm the call either rings again, goes to voicemail, or ends (instead of forwarding elsewhere)

If it still diverts, you’ll need to dig deeper – possibly into network-specific call forwarding types (e.g., busy, no reply, unreachable) or SIM conflicts on dual-SIM phones.

How to Cancel Call Forwarding on Different Devices

It’s possible you assume that call forwarding is a network issue – until you realize your own device settings might be the reason customers keep hearing “this line is busy” or “call forwarded.”

Whether you’re using an Android, iPhone, or even a dual-SIM device, your phone could be silently rerouting calls based on old configurations or network defaults.

Here’s how to take full control by disabling call forwarding directly from your device – step by step.

 

On Android Devices (Samsung, Xiaomi, Tecno, Infinix, Pixel, etc.)

Android phones give you granular control over call forwarding types, but the exact menu paths may vary by brand.

Standard Steps (works on most Android phones):

1. Open the Phone app (the one used to make calls)

2. Tap the three-dot menu (⋮) or Settings icon

3. Select Calling accounts or Calls

4. Tap your active SIM (if dual SIM)

5. Choose Call forwarding

6. You’ll see four options:

   • Always forward

   • When busy

   • When unanswered

   • When unreachable

7. Tap each one and select Turn Off or Disable

Tip: Even if ##002# was dialed earlier, these settings might still appear active due to UI lag. Manually clearing them ensures your phone isn’t confusing the network.

On iPhone (iOS 14 and above)

Apple keeps it simple, but limited. iPhones don’t show conditional forwarding (like “when busy”) – only “always forward.”

Steps:

1. Go to Settings

2. Scroll to Phone

3. Tap Call Forwarding

4. If it’s toggled on, switch it off

Note: If you’re using a carrier that enables forwarding remotely, this screen may not reflect all active rules. Use ##002# first, then verify here.

iPhones don’t support visual controls for busy or unanswered forwarding. These must be handled via USSD codes or carrier-level deactivation.

For Dual SIM Phones

Dual SIM setups – especially on Tecno, Infinix, and Itel – can create forwarding conflicts. For example:

• SIM 1 may be diverting to SIM 2 by default

• Missed calls on SIM 1 are silently forwarded to SIM 2’s voicemail

 

To resolve this:

• Repeat the Android steps for each SIM separately

• Make sure Call forwarding is off for both SIMs

• Confirm default voicemail or call management apps aren’t overriding your settings

Quick Insight: Many telcos preload SIM-based apps (like MTN’s Call Manager or Airtel’s SmartDivert) that can automatically re-enable call forwarding. Check for these under your Apps list and disable their permissions if needed.

Bonus: Using Your Phone’s Service Menu (Advanced Users)

Some Android models (especially older or carrier-locked ones) offer deeper configuration via service codes.

Dial this code:

• *#61#, *#62#, *#67#

• These codes show where your calls are being forwarded for unanswered, unreachable, and busy conditions.

If any of them return a number (e.g., +23480xxxxx…), that’s where your calls are going. You can then disable using:

• ##61#, ##62#, ##67#

 

How to Cancel Call Forwarding on Popular Mobile Networks

If you’ve already tried canceling call forwarding from your phone and you’re still hearing things like “this number has been forwarded” or your calls are silently rerouting elsewhere, the issue might be rooted deeper – at the network level.

What you may not know is that Nigerian telcos like MTN, Airtel, Glo, and 9mobile often enable conditional call forwarding rules by default – especially on new SIMs, during SIM swaps, or upgrades.

Let’s walk through how to disable call divert properly on each major network provider, so your line behaves the way you expect it to.

1. MTN Nigeria

MTN is the largest mobile network in Nigeria, and it’s also one of the most aggressive when it comes to pre-configuring call services – especially for “busy” or “unreachable” scenarios.

To cancel all call forwarding on MTN:

• Dial ##002# and press call
  (This disables all forwarding types: unconditional, busy, no reply, unreachable)

 

To cancel specific forwarding types:

• When busy – Dial ##67#

• When unreachable  – Dial ##62#

• When unanswered – Dial ##61#

 

2. Airtel Nigeria

Airtel’s network often activates call forwarding to voicemail or their smart service numbers – especially when you’re unreachable.

To cancel all forwarding:

• Dial ##002#

 

For specific cancel commands:

• Busy – ##67#

• Unanswered – ##61#

• Unreachable – ##62#

You can also dial *#67# or *#61# to check what numbers your calls are being forwarded to. If you see a long number or voicemail shortcode, forwarding is still active.

Extra Tip: If you’re on SmartTRYBE or a special tariff plan, Airtel may default to their voicemail or an internal number. Deactivate “Airtel Smart Divert” from the SIM services menu to take full control.

3. Glo Nigeria

Glo typically sets forwarding options only when users manually activate them—but there have been cases of residual configurations after porting or SIM swap.

Universal cancel:

• Dial ##002#

 

Targeted deactivation:

• Busy – ##67#

• Unanswered – ##61#

• Unreachable – ##62#

Troubleshooting Tip: If calls are still diverting, check your phone’s Call Settings > Additional Settings > Call Forwarding, and make sure no entries are saved. Glo often retains rules if you previously had a voicemail service.

4. 9mobile (formerly Etisalat)

9mobile users often experience call forwarding issues due to legacy voicemail setups that remain active even when unused.

To wipe out all forwarding:

• Dial ##002#

 

To erase selectively:

• Busy – ##67#

• No reply – ##61#

• Unreachable – ##62#

Why Your Calls Are Still Diverting Even After Cancelling

You’ve dialed all the right deactivation codes. You’ve followed the manual settings on your device. Yet somehow, your phone still forwards calls, or worse, doesn’t ring at all when someone tries to reach you.

Let’s address the likely causes:

 

1. Network-Level Call Forwarding Rules Still Active

One of the most common – and least obvious – reasons your call forwarding refuses to go away is that your mobile network provider has persistent rules stored in its backend systems. These rules override what your phone displays and are typically activated when:

• You ported your number from one network to another

• You changed SIM cards recently

• You were migrated to a new tariff or bundle plan

• You enabled voicemail or customer care features in the past

Even if you’ve dialed ##002#, some call routing settings might still linger, especially if they were tied to special services like “Call Me Back,” “Voicemail,” or “WhoDeyCall.”

What to do:
Call your network provider’s customer service and request a complete flush of all call forwarding settings from their end. Ask them to check both conditional and unconditional divert records on your SIM profile.

2. Voicemail Services Masquerading as Forwarding

In many Nigerian mobile networks, voicemail activation is essentially a hidden form of call forwarding – one that routes unanswered calls to a pre-set voicemail number.

So even if you cancel standard forwarding rules, your line may still forward to voicemail when:

• You don’t answer quickly

• You’re in a low-signal area

• Your phone is off or in airplane mode

 

How to fix it:
Use ##61#, ##62#, and ##67# to cancel all conditional voicemail diverts. Then dial *#61#, *#62#. and *#67# to confirm the settings are cleared.

If they persist, disable voicemail directly through your carrier’s menu.

Business Risks: Why You Must Take Control of Call Routing

As an entrepreneur, every missed call can mean a missed opportunity. It could be a prospect trying to reach you for the first time, a returning customer needing urgent support, or a delivery partner confirming a critical update – your phone line is more than just a communication tool. It’s a frontline sales and service channel.

And when call forwarding is not properly controlled, the cracks begin to show in the form of lost leads, poor customer experiences, and reputational damage.

Missed Sales Opportunities and Lost Leads

Most potential customers don’t call twice. If your call forwarding is routing calls to the wrong device, voicemail, or an old number you no longer monitor, you might never know who tried to reach you.

 

Delayed Responses Kill Brand Trust

Customers expect quick, personalized attention. If your current setup forwards calls at the wrong times or keeps them stuck in “conditional forwarding loops,” your brand may come off as unreliable, disorganized, or outdated.

 

Data Privacy and Compliance Risks

Improperly configured call forwarding – especially when calls are routed through third-party apps, outdated voicemail systems, or ex-employee numbers – can expose sensitive customer data. This includes:

• Personal complaints or disputes

• Internal business discussions

Without knowing who’s receiving or recording those diverted calls, you risk violating customer trust – and potentially data protection laws.

Inaccurate Business Insights

Most businesses these days rely on call tracking analytics to understand how customers engage. But if calls are silently diverted, or forwarded outside official systems, your data becomes unreliable. This affects:

• Marketing attribution

• Sales team performance metrics

• Customer satisfaction (CSAT) scores

That means decisions about which ads work best, how long it takes to close a lead, or which services are most requested – could all be based on broken insights.

A Smarter Alternative: Use a Business Phone System Like PressOne 

If you’ve had to manually cancel call forwarding, guess which system is really in charge of your business communication – not you. And that’s exactly the problem.

As an entrepreneur, you’d typically start with a single mobile line, juggling customer calls between WhatsApp, voicemail, and after-hours texts.

As business grows, so do the calls – and the complications. Manual call forwarding, missed calls, or confusing diversions become the norm. But it doesn’t have to be this way.

Instead of patching issues with shortcodes or toggling call settings, modern entrepreneurs are choosing cloud-based business phone systems like PressOne, designed for growth-focused teams that can’t afford to drop calls, leads, or trust.

Let’s break down what makes this alternative so much smarter:

Total Control Without Shortcodes

With PressOne, you don’t need to memorize USSD codes like ##002# or manually cancel forwarding for different scenarios. You control everything from a clean, easy dashboard:

• Decide who receives which calls and when

• Route calls based on business hours or team roles

• Instantly disable or reroute lines when someone’s unavailable

• Manage multiple business numbers from a single platform

No more hoping calls go where they’re supposed to. No more surprises. Just full clarity and control.

Professional Caller Experience That Builds Trust

The first voice your caller hears sets the tone. With PressOne, you can set up:

• Custom welcome messages (“Thank you for calling XYZ…”)

• Department-based routing (“Press 1 for Sales, 2 for Support”)

• Voicemail drop with business branding

• Call queues and hold music

This isn’t just about sounding professional. It’s about giving your customers the assurance that their call is being handled – not redirected into a black hole.

Always-On Call Tracking & Call Recording

Wondering who took a customer’s call? What was promised? Why the issue keeps repeating?

With PressOne’s built-in call recording and logs, you get full visibility across your call activity. This solves a major problem for growing teams:

• No more “he said, she said”

• Track missed and answered calls

• Review sales or support performance

• Coach team members with real recorded scenarios

And yes – it’s all compliant and secure.

Analytics That Show What’s Working (and What’s Not)

Traditional call forwarding gives you zero insight. But PressOne gives you actionable call analytics that help you optimize your customer experience and sales workflow:

• Know peak call times so you can staff smarter

• Identify who gets the most (or least) calls

• See call durations and missed call rates

• Spot opportunities to convert more leads

This kind of visibility is game-changing for solo founders, small teams, and scaling businesses who want to operate like pros.

Frequently Asked Questions About Cancelling Call Forwarding/Divert

What is call forwarding and why is it enabled on my phone?

Call forwarding (also called call divert) is a telecom feature that automatically redirects incoming calls to another number – often when you’re busy, unreachable, or not answering.

It’s usually enabled manually through phone settings or shortcodes but can also be set up by default by your mobile carrier (especially when voicemail is active).

You may unknowingly activate call forwarding during SIM swaps, dual-SIM setup, or when troubleshooting phone issues.

 

How do I cancel call forwarding using shortcodes?

You can cancel all types of call forwarding with this universal GSM shortcode:
Dial ##002# and press the call button.

This disables:

• Forward when busy

• Forward when unanswered

• Forward when unreachable

 

Why are my calls still diverting even after deactivating call forwarding?

Even after cancelling call forwarding, your calls may still divert due to:

• Voicemail settings still active

• Carrier-level forwarding not disabled

• SIM issues or mobile network glitches

Can I cancel call forwarding for just one condition, like “when busy”?

Yes. Use the following specific shortcodes depending on your network:

• Cancel when busy: ##67#

• Cancel when not answered: ##61#

• Cancel when unreachable: ##62#

If you’re not sure which condition is active, start with ##002# to cancel all.

Does cancelling call forwarding affect voicemail?

Yes. In most cases, voicemail is powered by conditional call forwarding (e.g., “when unreachable”). Cancelling call forwarding may disable voicemail entirely.

If you want voicemail to work but stop other call routing, use specific shortcodes rather than the master one (##002#).

How can I check if call forwarding is active on my phone?

Dial these codes to check forwarding status:

• *#21# – Checks if unconditional forwarding is active

• *#67# – Checks “when busy” status

• *#61# – Checks “when not answered” status

• *#62# – Checks “when unreachable” status

Your phone will display whether each forwarding condition is enabled and the number it diverts to.

Is it safe to use USSD codes to cancel call forwarding?

Yes. These codes are supported by telco networks worldwide and simply communicate with your carrier to toggle features. They do not harm your phone, SIM, or data.

However, if your calls are still diverting after using these codes, check for:

• Voicemail reactivation

• Dual-SIM or eSIM misrouting

• Carrier-specific app settings

 

What’s the best alternative to manually cancelling call forwarding?

Using a dedicated business phone system like PressOne eliminates the need for manual call diversions. It gives you:

• Centralized call control

• Smart routing rules based on time, team, or location

• Voicemail-to-email

• Call recording and analytics

• A professional caller experience