My Outgoing Caller ID is incorrect NAME and People aren't answering my calls

NewFIOSAug2010

It is very unfortunate that basic processes that should be reliable for Verizon customers apparently are not.

I have been having difficulty with my outgoing calls not being answered. It turns out that someone else's name is attached to my outgoing caller ID.

I had Verizon landline previously and recently switched to FIOS triple play. My phone number is the same number it has been for 14 years. But then my calls started going unanswered. The numbers I am calling are relatives I have always called and also have Verizon service so it can't be blamed on another provider. I called the tech support and they were unable to help. They just said my name was correct on my account so my caller ID should be ok and according to them, it is. Well, it is not.

I have now sent an email to their tech support to see if someone else can give me a different and correct answer on how to fix it.

I am keeping a list documenting the problems I am having with FIOS installation and it is not pretty. It took numerous calls just to get my Voicemailbox set-up. The same is true for this issue.

Can anyone advise what it takes to fix this or if it is possible to change my caller ID so it is correct?

Accepted answers

NewFIOSAug2010

A similar thing happened in my case that I started getting mail in the family's name as if I was a new resident. I also looked up my phone number on the white pages and found the family's names under my phone number and address. At that point I became concerned and thought I might have an identity theft issue.

I went online and tracked my order status via support. It is supposed to be fixed today. It came up automatically without me having to enter my order ticket number. It shows installation, my 11 day ordeal trying to get my voicemailbox established, and now this.

All comments

CapnCrunch

Check these contacts. Pretty sure Verizon needs to reset it for you on their end.

http://www22.verizon.com/content/contactus/

prisaz

Try again here.

Have you tried the Contact Us page. If you select Call Us, they have chat session support during certain hours. I have known the hold que for support on the phone to be anywhere from 15-45 minutes or more.

The Online Chat support shows available right now from my zip code. You may want to try that. They have helped me before.

http://www22.verizon.com/content/ContactUs/

NewFIOSAug2010

Update:

I tried Chat for Phone Service. They said I would have to try back after 9am to reach FIOS chat. I called back and contacted FIOS Tech Support. They said the account had been mixed up according to a group called DBAC who does caller id. I would need to contact another billing group. I had them transfer the Chat, this seemed to be a Billing Tech support(their phone was 800-688-2880. They said a repair order would need to be written. They did this and provided a tracking number.

marykay25

I'm having the same issue. I called customer service 2 weeks ago and was given a ticket number. I called back yesterday and the woman told me that she'd have to talk to the caller id dept today and would call me back but I haven't heard from her yet. Here is what is worrying me about all this. We have an unlisted number but I'm getting mail sent to my house in this other woman's name! What is worse is that a bill collector called for this person yesterday! I went to anywho.com and did a reverse phone lookup and this woman's name and my address is appearing. I'm wondering if/when they fix my caller id, if it will fix the fact that my unlisted number with my address and someone else's name is now showing up in public records.

NewFIOSAug2010

Wants2csunshine

I had Fios installed on 8/9 and was told I could keep my number from TWCNY.

When they installed, they said that the order was not processed that way and they would temporarily link my old one to the new one. Similar to you, people are not answering my calls. I've been on the phone iwth 16 different people on 16 different times with Verizon and each time have had to repeat my issue and start over. And, each time, they blame TWCNY or the Porting Department or someone else.

I tried this weekend and couldn't even speak to a real person, and now I have been on hold since 4:45 and it is 5:24PM to speak with this "porting" department.

Its unfortunate that they can't get their customer service together because they have decent products when they work.

I'm seriously considering switching back to TWCNY. This is not worth it in the long run.

Good luck with your issues and post if you find a solution.

Wants2csunshine

Same thing here as I continue to wait on my old number.

Now I am getting mail and bill collector calls.

brianedavidson

Having the same problem. After two tickets were opened - then closed without any resolution, I'm now on a 3rd call after an hour long chat. I've been transferred between departments and no one has "ever heard of this problem before".

Has anyone gotten it fixed?

traindude1

I have the same problem and have been unable to get it resolved since 10 August. I'm on my 2nd trouble ticket after the first was closed without resolution. I was promised resolution by 7:30pm ET today (25 August) so I will see what happens. You would think that this type of issue is no more complex than typing the correct name at a keyboard and pressing Enter, but apparently not. My concern is that there is either not a process in place to correct this or they don't know how to correct it. I'm tired of being promised call backs that never happen or fixes that are non existent. My next step is escalation to the NJ BPU and Ivan Seidenberg, all over what should be a trivial Caller ID issue....pretty sad.

hankeddie10

I have the same problem. We have had the same telephone number for 20 years and live at the present address for over 11 years. We also are getting mail welcoming this other person to the neighborhood! We always had an unlisted number but allowed us to be listed when we switched to Verizon last month........Reportedly someone is working on it, however no one seems to get back to me. I spoke with someone three weeks, ago....two weeks ago and again this week........ Supposedly this guy's telephone number is similar to mine........ I don't understand why this can't be corrected promptly....As I type I remain on hold (for over an hour) trying to speak with someone else in billing....... This really is not good.....

traindude1

The 24 hour mark came and went and still my name is incorrectly displayed on Caller ID. I have spoke with 7 people at the Fiber Solution Center, including Lisa, an Escalation Specialist, as well as two different people on Verizon's Chat since 21 August. I have had two trouble tickets and one order number assigned and still no good.

All the Fiber Solution Center can do is send emails to other groups to get a Caller ID issue corrected. No one follows up and more importantly, no one "owns" the trouble ticket until it is resolved.

What a bunch of **bleep**.....

traindude1

They fixed the issue yesterday. I sent emails to Ivan Seidenberg (Verizon CEO) and copied customerservice@verizon.com and that put a little focus on the problem. It only took 5 days for someone to type my name at a keyboard and hit enter. Verizon is not perfect, but they are head & shoulders better than Comcast.

Here is some info that you and others may find useful:

FiOS Escalation Information:

1-800-314-7045 Fiber Solution Center Direct Line (Bypasses all Prompts)

{edited for privacy}

FiOSFanTom

It's about the Directory Listings. Have them go into your FDV service and place an order (any sales/billing rep can do this) to correct your Directory Listing. Some FDV orders are causing the listings to change back to the original name who had the number prior to you, even if many years ago.

drlouise

I too am having this issue and Verizon said that it's a Brighthouse issue and bridge house said it Verizons issue. I think it's verizon to since that is who I paid for "service". I have spoke with several people at verizon over the last 3 days and they wanted to transfer or have me call "another" group. I held over an hour yesterday for "another group" who told me ... I have to go to "another department". I was upset asked for a mgr. I was given Chris employee # 875158( wouldn't give last name). He just told me to call the other department cuz he "can't help he is in tech support." My Mother in law (who has beginning stages of Alzherimer's Disease ) is hanging up on me and my husband. We are going to have to switch back to Brighthouse. But this is just TOTAL CRAP! Today I called back for a final time to see if they could fix it. I spoke with Adrian in TS today and he called that other department for me and asked for the change and it's suppose to be fixed as I held. I only held for about 20 or so minutes... He also said it could take a few weeks before it goes to the other companies systems. Adrian was very nice, but I really feel that they could be lying to me or just trying to pacify me to get me off the line since I had such a poor experience with pretty much everyone one else I spoke with on the issue. Could it have been solved that easily with the right person? I get a bad feeling that I've been "duped"... I shouldn't feel that way.. right? We'll see if I have or not within a few weeks.

sandra37

hi i am{edited for privacy} my caller id is comeing up under {edited for privacy} wrong name please fix caller id for my account people wont answer my call

ElizabethS

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please contact our customer service team via live chat or email at:
http://www.verizon.com/contactus

jbarrylee

They are suppossed to be porting my old phone to my new fios phone but no one can tell me when this will be completed.

dphphd

SAME issue. After 3 phone calls, being transferred around from one CS rep to another, and over 2 hours of being on the phone/hold it is still not resolved. And yes, I get billing calls for someone else. And I have trouble with banks/credit cards who look up my phone number and decide I don't actually live where I say I do. VERY FRUSTRATING!

JOHNHESDON

I called about a week ago to report the problem and was advised that it would be corrected but, unfortunately, it was not corrected. I called today but, unfortunately, when the agent was transfering me to Customer Service, the line was busy so, I decide to use this InHome Agent system.