Forum Discussion
Solved
Incorrect incoming Caller ID names
Hello, For the past 10 days or so, we are seeing a large number of incoming Caller ID names displaying random names. So far, support has pointed us to the carriers, but the ones we are able to chec...
1/7/2026 update:
At this stage the issue from last September is largely resolved. If you are having issues with incorrect Caller IDs please read this article first.
Things to keep in mind:
If you are having trouble with your caller ID's not displaying properly on outbound calls, use these steps to perform initial troubleshooting before contacting Customer Support. You will also learn what situations we are unable to help regarding caller ID issues.
First, there are some situations when Caller ID is not guaranteed to work. Verify you are not attempting the following:
- Toll-free calls — Caller ID is not guaranteed when using a toll-free number.
- Canadian calls — Caller ID works differently in Canada and it is up to each provider to pass through the Caller ID set in the admin portal.
- Rate Centers— Caller ID reflects the city and state of the rate center the phone number is from. Not every city has rate centers so some cities cannot be displayed.
- Feature Not Activated with Provider — If using a cell phone to test with, verify that you have paid for the caller ID feature with your provider, otherwise you will not get valid results.
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12/15/2025 update:
Following up on our ongoing work to improve inbound CNAM accuracy, a significant deploy was initiated December 11. While we certainly cannot make guarantees, they have validated this update by running tests against other industry sources and expect it to drive a meaningful improvement in name display quality. Please keep an eye on your inbound call displays starting from this past Thursday 12/11/2025.
While we are confident this will address many of the discrepancies you've reported, we will be monitoring the results closely. We’d appreciate your feedback - please let us know if you observe the expected improvements or if specific gaps remain.
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11/20/2025 update:
The team is working every day on the CNAM issue and making progress by uploading more records to our vendor and working with industry partners. Your detailed examples remain extremely valuable to us, and they help us pinpoint unresolved cases so we can address them more effectively.
__________________________________________________________________________________________________________
11/4/2025 update: Thank you for your patience as we continue to address the recent service challenges. We know many of you are still experiencing issues, and we understand how frustrating this can be. While our vendor has made progress and is seeing improvements, there’s still work to do to restore the experience you expect.
We are collaborating closely with our partners to resolve the remaining issues as soon as possible.
__________________________________________________________________________________________________
10/31/2025 update: I have shared with the team that while there are improvements, the issue remains. I have asked the vendor for an update and will update the thread when I hear more. Thanks for your patience and reports.
____________________________________________________________________________________________________
Hi Everyone,
Our vendor released another update on Saturday to help ensure the correct name is more accurately selected for display.
The results are being closely monitored, included reviewing specific examples.
If you have more instances to report after 10/20 that you haven't yet, you can add your report to the email from your support case or you can message me (click on my username and you will see a “message” option on the next page) and I will share this with the team.
Please use this format:
- To:• From:• Time/Date:• Caller-ID Shown:• Caller-ID Expected:• Disposition:
Please also share your experience here, we are closely monitoring this thread, if you see things returning to normal that would be helpful to know.
Thank you for your continued patience as we work to resolve Caller ID display inconsistencies.
I noticed on our call logs that the wrong caller ID started sometime after 9/4/25. The next call from the users cell on 9/22/25 showed the wrong name.
If you have access to your call logs you might search for the phone number with the wrong caller ID and see when it started showing incorrectly. Might be able to nail down an exact date for GoTo support to hone in on.
Hi everyone, an update on the current status: recent updates from our external providers have been rolled out this week, aimed at resolving the issue.
We are still reviewing reports and will keep this thread updated. If you continue to see Caller IDs that do not align with expectations, please let me know. Thank you!
Hello again,
This remains an issue for us as well. We are seeing incorrect names still. We're closing in on a month of confusion with incoming calls, and people are becoming increasingly frustrated. While I appreciate the updates from Kate, I 'm unsure why this issue is marked as resolved. I'm now being asked for potential alternatives.
1/7/2026 update:
At this stage the issue from last September is largely resolved. If you are having issues with incorrect Caller IDs please read this article first.
Things to keep in mind:
If you are having trouble with your caller ID's not displaying properly on outbound calls, use these steps to perform initial troubleshooting before contacting Customer Support. You will also learn what situations we are unable to help regarding caller ID issues.
First, there are some situations when Caller ID is not guaranteed to work. Verify you are not attempting the following:
- Toll-free calls — Caller ID is not guaranteed when using a toll-free number.
- Canadian calls — Caller ID works differently in Canada and it is up to each provider to pass through the Caller ID set in the admin portal.
- Rate Centers— Caller ID reflects the city and state of the rate center the phone number is from. Not every city has rate centers so some cities cannot be displayed.
- Feature Not Activated with Provider — If using a cell phone to test with, verify that you have paid for the caller ID feature with your provider, otherwise you will not get valid results.
_______________________________________________________________________________________________________
12/15/2025 update:
Following up on our ongoing work to improve inbound CNAM accuracy, a significant deploy was initiated December 11. While we certainly cannot make guarantees, they have validated this update by running tests against other industry sources and expect it to drive a meaningful improvement in name display quality. Please keep an eye on your inbound call displays starting from this past Thursday 12/11/2025.
While we are confident this will address many of the discrepancies you've reported, we will be monitoring the results closely. We’d appreciate your feedback - please let us know if you observe the expected improvements or if specific gaps remain.
__________________________________________________________________________________________________
11/20/2025 update:
The team is working every day on the CNAM issue and making progress by uploading more records to our vendor and working with industry partners. Your detailed examples remain extremely valuable to us, and they help us pinpoint unresolved cases so we can address them more effectively.
__________________________________________________________________________________________________________
11/4/2025 update: Thank you for your patience as we continue to address the recent service challenges. We know many of you are still experiencing issues, and we understand how frustrating this can be. While our vendor has made progress and is seeing improvements, there’s still work to do to restore the experience you expect.
We are collaborating closely with our partners to resolve the remaining issues as soon as possible.
__________________________________________________________________________________________________
10/31/2025 update: I have shared with the team that while there are improvements, the issue remains. I have asked the vendor for an update and will update the thread when I hear more. Thanks for your patience and reports.
____________________________________________________________________________________________________
Hi Everyone,
Our vendor released another update on Saturday to help ensure the correct name is more accurately selected for display.
The results are being closely monitored, included reviewing specific examples.
If you have more instances to report after 10/20 that you haven't yet, you can add your report to the email from your support case or you can message me (click on my username and you will see a “message” option on the next page) and I will share this with the team.
Please use this format:
- To:• From:• Time/Date:• Caller-ID Shown:• Caller-ID Expected:• Disposition:
Please also share your experience here, we are closely monitoring this thread, if you see things returning to normal that would be helpful to know.
Thank you for your continued patience as we work to resolve Caller ID display inconsistencies.
We are still seeing wrong names with numbers. There has been some improvement but still an issue.
As of this morning, this is still an issue for us.
Hi. This is still an issue for us as of this morning, 10/6.
Kate, I do see a change starting 10/1 for inbound Caller ID on affected numbers. The issue is, instead of showing the correct names, there are now things like "Wireless caller" or "City, State" listed. I've got a ticket open, 21838438.
JacobWW thanks for including this, i do see the case is currently open and under review. Can you confirm that previously you would see the correct name, but now you see a generic ID? There was an update on Wednesday that should have resolved this.
KateG Correct. Previous to 9/10 the name was correct for for inbound calls. From 9/11-9/30 there was another name entirely which did not correlate to the number. From 10/01 forward, there is a generic ID in place of the incorrect names, with some now showing "UNAVAILABLE" in lieu of the correct name or the previously mentioned generic entries. You can see the timeline clearly in this screenshot.
Hello, it is still an issue for us. Thanks.
We are still getting incorrect names this morning.
