Who this is for

Your Test divert came back "Calls arrive, but anonymously". Your divert works, but your phone network doesn't pass on which number the caller dialled — so Scarlett can't tell your calls apart from every other trader's on the shared line. A dedicated Scarlett line, used only by you, fixes it outright.

Time: a few minutes. You'll need: to be the owner. It costs about £1 a month.

Before you start

• Test your divert — the offer below only appears after a test shows your number is being stripped.

Why this happens: some UK carriers remove the "diverting number" when they forward a call. Scarlett normally uses that number to know which business the call is for. A line belonging to only you removes the guesswork — any call that arrives on it is unambiguously yours.

Steps

1. Open the offer

On Settings → Scarlett number, when a test has shown your number is stripped, you'll see a panel headed "Your network doesn't pass your number through".

2. Get your line

Press Get my own Scarlett line. Scarlett sets up a UK number that's yours alone — this takes a few seconds. The page then shows your new line instead of the shared one.

3. Point your divert at the new line and re-test

Redirect your divert to your new Scarlett line (the number now shown at the top of the page), using the same carrier code as before, then run Test divert again. This time it should come back Divert working.

Verify it worked

The top of Settings → Scarlett number shows your dedicated line, and a fresh test reads Divert working.

Troubleshooting

Will my customers have to dial a new number? No. They keep dialling your own business number exactly as before. The dedicated line is only what your calls forward to.

I pressed the button twice. That's fine — it won't set up two lines or charge you twice. You'll get the one number back.

What's next

• Test your divert and read the result — re-test on the new line.
• What Scarlett says and does on a call — what your callers hear.