My Outgoing Caller ID Name is Incorrect
traindude1
Enthusiast - Level 2

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.

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1 Solution
traindude1
Enthusiast - Level 2

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}

View solution in original post

44 Replies
Curt60
Enthusiast - Level 1

After a number of false paths, I got onto 'Live Chat', initially as a technical support issue.  The technician said access to my billing records was needed and then transferred me to a 'billing expert'.  The billing person acknowledged the problem and submitted a report to get the problem fixed within 24 hours.  I will have to wait 24 hours to see if the Caller ID issue is actually fixed, but I am happy to say the problem was addressed quickly once I got to the right area.

My Caller Id was mysteriously changed to 'Med Shop' a few months ago.  The Verizon agent said the number used to belong to Med Shop, but I responded that I have had my number for over 40 continuous years!  No explanation but hopefully my problem will be fixed.  At least I now have a Chat ID to refer to.

For all the criticism I read about Verizon not addressing the general problem of an incorrect outgoing Caller ID, I have to say Verizon responded well.  My criticism would be that the Verizon support pages did not easily lead me to the proper person.

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Curt60
Enthusiast - Level 1

Update:

Verizon was not able to fix my Caller ID on the first try nor on the second try.  Both times the agents were very confident the problem was fixed.  However, the problem still existed today when calling a neighbor, but did not exist an hour later when calling a local restaurant!!  Now what??  I suspect this problem may be larger than Verizon.

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Jenlaible
Newbie

My outgoing caller ID is incorrect. Dynamic Controls, the company that previously had the phone number is still coming up. Since this is now a residential phone number, how do we get the caller ID updated to our name? 

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bevco
Newbie

I come from a large family and they tell me that another persons name comes up and they will not answer the phone because they do not recognize the name.  I called you people and you said that I had to call bright house to tell them the problem was on there end.  I called them and they told me that you have to send them the all of my info that I have switched to verizon and that my name was to be under your name ect.  What ever the problem I would appreciate it so very much if you could get this straightened out as it is causing problems with my family.  Could you please take care of this for me and please do not ask me to call bright house again as this was done and they said that there is nothing that they can do on there part until they hear from you.

Thank you

{edited for privacy}

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bevco
Newbie

Thank you so very much for all the help that you people gave me.  You both were very helpful to me and hopefully when given enough time this will resolve it self.  Thank you again.

Jane G

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sanchoquijote
Newbie

My outgoing caller ID is also incorrect. I don't know how Verizon could botch something so simple that should be completely automated.  I've tried to get through to customer service, but it's phone tree hell.  Can anyone please assist with this?

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ElizabethS
Moderator Emeritus

If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service, as well as to schedule a repair, here is the link:
http://www.verizon.com/repair
You can find tools on the Verizon Residential Support page that may help you diagnose your issue:
http://www22.verizon.com/residentialhelp

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sanchoquijote
Newbie

What's to "diagnose"?  The problem is that Verizon entered the wrong name for my caller ID.  Your repsonse is competely generic and unhelpful.  This should take five seconds for someone there to fix. 

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greeneyedlady2

Our caller ID was incorrect.  We found out that our outgoing caller ID name was incorrect when we started getting mail addressed to a name as if he was a new resident. We also looked up our new phone number on the white pages and found the same wrong name appeared with our phone number and our address.  I started reading the online forum and found out this was quite common.  I did an online chat this afternoon to try to resolve the problem.  I was transferred to support from the first person that helped me.  He was able to verify that the wrong name was on our caller ID and that a change order had to be placed in order for it to be fixed.  I was transferred to a third person, and after I verified our account number, she said that the problem would be fixed today.  I don't know how mistakes like this could happen in the first place.  We were afraid that we were victims of identity theft when we started getting mail addressed to a strange person. I asked her why this happened in the first place.  She apologized.  Keep your fingers crossed that it gets fixed!

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vonner6
Newbie

how did tht work out  for you ??  I been trying for 2 plus years and two phone numbers

{edited for privacy} My home is a copper landline  , I'm getting no reps or supers that have helped me yet  

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why32
Newbie

On 8/15 I upgraded to a triple play bundle with POTS that was going to be turned on by 5pm When it wasn't working on Fri 8/17, I called and learned that the rep had not submitted the order correctly, so I had to redo everything again.  That rep said a tech had to come out and first appt would be on Fri 9/24 between 1-4.  I work at that time, and the rep was going to call someone to expedite a better install time. I never heard back from her on Friday either way.  I hope it works out!

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BetterService
Newbie

I have the same problem. Have spent countless hours on phone, as I get transferred from department to department till someone finally hangs up on me. 

Verizon seems to have no clue and no desire to help customers.  I think it is a systemic problem, since everyone I know with triple play is having the problem. 

If not fixed soon, I plan to move to comcast - they are matching triple play deal in Montgomery county if you call,

This is classic situation for a class-action lawsuit. Hope someone initiates one soon

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jct5
Newbie

Agreed.  Verizon better get its act together.  As big a corporation as they are they should do a better job.

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ForumsRMe
Enthusiast - Level 2

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.

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traindude1
Enthusiast - Level 2

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}

oemar01
Enthusiast - Level 2

I tried calling from Northern Virginia {edited for privacy} it said can not reach.

After subscribe to FIOS Verizon change my caller ID to Unknown, so the recipient consider it as Junk call.

Asking Verizon to change it is tremendous effort, chatting about one hour goes to nowhere from Sales -> Technical Support -> Billing -> Business Office etc.

All I need is the original name before I subscribe to Verizon FIOS or just display the number, apparently the mechanism to do that is not available easily, I thought I should be able to do that from the Web.

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LawrenceC
Moderator Emeritus

Hi oemar01,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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digger9006
Newbie

Switched from Cable to Fios in May 2011.  Up until that point my outgoing caller ID had my correct name.  However, this was changed to an incorrect name (using my middle initial and last name not my first and last names). THEY ALSO CHANGED MY NAME ON MY BILLING STATEMENTS.  After numerous hours on the phone and establishing numerous "ticket numbers" not one employee from this mega firm has yet to fix the problem.  The reason they say is that "my name is listed this way in the phone book" Naturally, I didn't input it incorrectly into the phone book.  Remember my Outgoing caller ID was correct for 15 yrs prior to switching to FIOS.  There are three numbers on my account the first ({edited for privacy}) was corrected after months of complaining. The other two numbers ({edited for privacy}) & ({edited for privacy}) still show my middle initial and last name.  Everyong has "Promised" me that this will be corrected within 24 - 48 hrs. FOR THE LAST 5 MONTHS.   Please give me the CEO's e-mail address and anyone else I can contact.

This is truly amazing.  I'll give it one more month and it's back to cable (who have already been requesting my return at a better rate)

Bob H

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TonyaD_VZ
Contributor - Level 3

digger9006,

 We are so glad we could resolve this issue for you. Please feel free to reach out to us anytime.

Thanks,

Tonya C.

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marlowe1
Newbie

Can you fix mine?

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