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. 

[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}

[BetterService]

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

[jct5]

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

[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.