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?

[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 · Accepted solution]

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.

[nooch11]

@NewFIOSAug2010 - i see that this thread says your problem was "solved".  your last post just said it was supposed to be fixed that day...was it?  how many days did it take?

[jct5]

I switched to triple play as well on 8/9 and went from fios voice to digital voice and the same thing happened to me with my caller id (someone else's name kept showing up on other peoples phones). I kept getting the run around when I called Verizon.  First I was told by tech support that I would have to call the billing department and have them do something.  So when I called the billing department they told me that I needed to talk to tech support.  Tech support told me that the other phone companies had to update their systems.  Two weeks later I think our name is showing up correctly.

[NewFIOSAug2010]

yes.  It was fixed the same day and is working fine now.

[LeeYac]

Hi,

     It looks like it takes about 2 weeks to propogate.My number has shown up correctly today on three calls.

Lee

[chaos151p]

I've had the same problem twice. When we first switched to Verizon, they screwed up the port on our old number. We received 10 calls a day looking for some other person who never lived here. So after countless calls to tech support to correct both that issue and the caller id name issue, I decided to change phone numbers. That cost a few extra bucks and now I have a new home phone number that shows as "Ulga Something or other" when we call out. A few more phone calls with tech support, this past time they told me that everything on their end shows the correct info and that it was maybe another phone company not updating their database. I'm tired of being **bleep** on and being told it's raining. They've kept the ticket open and haven't called me in a few days. I've just accepted the fact that this caller id issue will never be resolved and some day I'll just switch back to the previous company.

[VinceZotkiewicz]

My outgoing calls are displaying incorrect info on receivers caller ID.   It is displaying AAaaAAaa instead of our name.  Callers are not returning calls.

How or who can correct this problem?

Vince Zotkiewicz

[Wants2csunshine]

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

Now I am getting mail and bill collector calls. 

[nooch11]

i'm having the same problem...fios was installed on 8/6.  i figured verizon would have figured it out and corrected it, but that didn't happen...did an online chat with support on 8/18.  they said it would be corrected within 48 hours.  5 days later and it's still messed up.  a repair ticket was created...was able to access it last week, but now it's gone...

i'm also getting mail and phone calls for this other person...EXTREMELY 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.   

[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.

[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

[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.....