My Outgoing Caller ID Name is Incorrect

[traindude1]

I upgraded from FiOS Double Play to Triple Play on 10 August 2010 and my number appears OK but my name is incorrect on the Caller ID display at another Verizon Customer's phone (and TV).  I have been calling and calling the Fiber Solution Center and I am told it will be fixed in 24 hours and that time always comes and goes but without a fix.

Does anyone on the forum have a suggestion for who I should call next?   I have spoken to more than my fair share of Escalation Specialists at the Fiber Solution Center and no one can fix it.

[VZ_Kevin]

Normally the Caller ID will reflect the name on the billing account. Have you received a bill and confirmed that that is correct? Is the incorrect name being displayed a typo-ish type situation or is it completely wrong?

[traindude1]

Kevin:

I haven't received a bill since I upgraded to Triple Play on 10 August.  The name is completely different from my name although someone could have typed in the wrong name.  I have had this phone number since 1990 and the trouble began when I was switched to Digital Voice.  The FiOS Fiber Solution Center has been working on it since I reported on 21 August.  The problem they have told me is with the "DBAC" group.  I have had two trouble tickets and one order number about this issue. The last communication I had was a call from Richard, an Escalation  Specialist at the FiOS Fiber Solution Center who assures me it will be fixed by 16:30 ET today (26 August). While I don't want to sound negative, I have been told 4 other times that it was resolved when it wasn't.

It baffles me as to why the FiOS Fiber Solution Center is not empowered to make these changes, seeming trivial ones at that, to assist a Customer and I must depend on the DBAC group which is only staffed M-F. 

I have had FiOS internet since Jan of 2008 and have never had a problem with it. The FiOS TV which I upgraded to has a better picture and has better offerings than Comcast.  But you would think that fixing problems with phone service, something Verizon and its predecessors have been doing over 100 years, would be a no-brainer. 

[Cathy32]

After 3 calls I think I finally got my caller ID problem fixed. Try calling 1-800-verizon, and tell them that you listing is incorrect. My bill was listed under my name, but my caller ID said I was Michael Kwan. Needless to say other people with caller ID didn't answer my calls. Like everyone else on this forum I switch over to a bundle package in Aug 2010.  Good Luck

Cathy  (not Michael and Kwan doesn't even come close)

[luckee43171]

---

@VZ_Kevin wrote:

Normally the Caller ID will reflect the name on the billing account. Have you received a bill and confirmed that that is correct? Is the incorrect name being displayed a typo-ish type situation or is it completely wrong?

---

Kevin....can you help me with this?  I have had this issue for 13 months (day one of service).   Over 40 hours spent on phone with fios being bounced around from one department to the next.  I am ready to cancel service at the end of this week if not resolved.  Thanks if you can help!

[KH-OrnEsh1]

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

---

@luckee4317 wrote:

---

@VZ_Kevin wrote:

Normally the Caller ID will reflect the name on the billing account. Have you received a bill and confirmed that that is correct? Is the incorrect name being displayed a typo-ish type situation or is it completely wrong?

---

Kevin....can you help me with this?  I have had this issue for 13 months (day one of service).   Over 40 hours spent on phone with fios being bounced around from one department to the next.  I am ready to cancel service at the end of this week if not resolved.  Thanks if you can help!

---

[ForumsRMe]

I had the same issue, although my name was just misspelled.  Hate to be pessimistic, but it took two years to find someone that knew how to fix it.  They always have said they fixed it, but it never would be fixed.  My name was spelled correctly on my bill, so it was unrelated to the name on the account.  Just keep trying.

[traindude1 · Accepted solution]

They fixed the issue yesterday. I sent emails to Ivan Seidenberg (Verizon CEO) and copied {edited for privacy} 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}

[LeeYac]

Hi,

   I have the same problem since switching to Fios Digital voice from the Standard phone system. My caller Id is some Lady Sheila XXXXXXXXX .

   What was the magic bullet? that phone number ? or the FSC number?

Thx

Lee

[Bob_Robertson]

call billing... and have them pull up your account... have them search thru every "screen" for the "other person's name"

they will find it, eventually.... then tell them to submit an order to change it... they can and will do so....

if they find the "other persons name" one of the "screens" of your account, but then say the can NOT/do NOT know how to change it... ask for their supervisor....

the reason that tech support could not fix it, is baecause they do not have access to change "the record"

[prisaz]

---

@Bob_Robertson wrote:

call billing... And have them pull up your account... have them search thru every "screen" for the "other person's name"

they will find it, eventually.... then tell them to submit an order to change it... they can and will do so....

if they find the "other persons name" one of the "screens" of your account, but then say the can NOT/do NOT know how to change it... ask for their supervisor....

the reason that tech support could not fix it, is baecause they do not have access to change "the record"

---

It is like working in a facility with a problem, and not having access to fix the problem area when someone calls. Very frustrating. It still must be fixed and your access to the problem is still required. What a waste of resources.It is only someone elses problem when you are not faced by the client.

[OldPhoneGuy1]

Not only do I have the same problem, but Verizon is sending mail to my address with caller ID name on it! I've only had the same phone number for 31 years!

Called in first report today - we'll see how this plays out....

[OldPhoneGuy1]

Well, since I made my original entry above, nothing has been resolved and I have sent an email to Verizon CEO Ivan Seidenberg. We'll see if he gives a {word filter avoidance}

[The-Beanster]

Same here... Verizon customer service is the worst. Since our install 3 weeks ago, I've logged 274 minutes (yes, Im keeping track) on the phone trying to resolve multiple issue. I've been transferred 24 times over 7 phone calls. Most problems were resolved after making threats and a lot of yelling. But still, they can not fix my caller id name even at the Escalation Department.  I soooooo regret making a switch FIOS!

[The-Beanster]

Got hung up on again today after being on hold for 18 minutes. Spoke to "Devon" who passed me through to "Kevin" who passed me through to the Encore department. They hung up on me before I could say a word. Then called back again, spoke to Mr. Wagoner who passed me through to the Encore department who then said they couldnt fix it and I had to go through another department ("CPAK" or something like that). They said that it was fixed but non-Verizon people that I call will still show the wrong name and there is nothing they can do about it.

What's worse is that Verizon sold my address info to several companies and I'm now getting a ton of junk mail and solicitous phone calls to the person who's name is showing on caller ID on my outbound calls.

Total time on phone with Verizon - 312 minutes

[OldPhoneGuy1]

Besides sending an email to Ivan Seidenberg, Verizon CEO, I left a message on Verizon FiOS' Facebook page. 

It appears that I got someone's attention, because my caller ID shows up correctly on Verizon subscribers' phones BUT, Apparently, Comcast updated the incorrect ID information to their database and it STILL comes up wrong on Comcast subscribers' phones.

With luck, perhaps Comcast will update their database again soon with the correct ID info......can't blame them - they were provided bogus info by Verizon.

[No-Max]

I had the same problem since getting FiOS Digital Voice.  I even started getting the snail mail with the wrong persons name on it.  I called the fiber solution center and the problem was fixed within 4 hours.  To fix the snail mail problem you need to call Epsilon Data at 888-780-3870 and ask to opt out the incorrect name.

Apparently what happens is when a phone number is registered to a "new" name, it's given to Epsilon data who then forwards the data to Welcome Wagon, and other "Welcome to the Neighborhood" advertisers.

But - check the "Welcome" coupons before you throw them out, some might be good deals - a possible upside to the mess

I love FiOS the picture is absolutely outstanding!  Enjoy.

NM

[vonner6]

        Landline Caller ID Displays Wrong name when making outgoing calls 9/27/2010

  FOR 2 YEARS I HAVE HAD THIS PROBLEM --- COUNTLESS hours spent with incompetant or unwilling reps. .

  It has now been 2 + yrs. I decided to change my number.  SURPRISE  - THE NEW NUMBER DOES THE SAME THING -- Displays the wrong name when calling out .

  I am so FED UP if there is anything legally that can be done , Please let me know -- I am all for  joining in the fight .

 I have come to the end of my road with verizon , they have yet again PROMISED to correct by midnight tonight -- We shall see . After 2 yrs and 2 numbers I remain skeptical .

[PaulAndDarryl]

I'm not quite sure what all the fuss is about.  I ordered phone service on Saturday, it was turned on on Monday, I discovered that my Caller ID Name was incorrect, I called FiOS Escalation Information: 1-800-314-7045 Fiber Solution Center Direct Line (Bypasses all Prompts) today and it was corrected immediately.  As far as this new customer is concerned, I couldn't be happier. 

[Jwalk1]

there is no need to be condescending.  Dealing with Verizon customer service is hard enough.

[jmcgarty]

I am also having a problem with Caller ID.  A totally different Name shows up in my outgoing caller Id. Can you help me with this?