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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 check appear correct with the carrier. Would like to know if others are experiencing anything similar.
Thanks!
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.
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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.
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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.
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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.
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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!
This has been an ongoing issue as well for several of our clients with manage with GoTo. I can concur with other posts that we first had this issue reported to us on 9/10/25 and since then we have had calls/emails everyday for our clients reporting this same issue impacting the caller IDs on their desk phones.
Oddly enough, some of our clients have reported the caller ID names show incorrect on their Yealink SIP phones, however, the ID will show accurate on their GoTo app. Not sure if this was because they already had the contact saved on their cell phone via the local contacts in the app, but regardless it is an ongoing issue.We manage over 300 GoTo accounts and while not every single of our clients have reported this to us, it is impacting a majority of our accounts from reports we received starting from 9/10/25.
My colleagues have provided several examples to GoTo Support the past couple weeks and we're hoping these examples helps your investigation in identifying the root cause.
Our GoTo ticket # is 21807563 which should include all these call examples.Thank you!
I'm not sure this thread should be marked as solved, given the issue is still outstanding. The change occurred on 9/10/25 according to my analytics.
kerrib0119, thank you, I've created a case with the information.
We have been experiencing the same issue here for about three weeks or so now. I too have had a ticket open with GotoConnect at which they also pointed me to the cellular provider, however, the cellular carrier checked everything on their end and all looked correct. In fact, we just got another call from a different one of our users on their cell and the incoming caller ID name was messed up for him as well. So, this appears to be a much larger problem than just the one person who originally reported it to us.
We have several different PBX instances with GotoConnect and no matter which one our caller calls in to, the name is messed up.
Looking forward to getting this fixed. Any assistance or information is apprecaited.
Hi. We have been experiencing this issues now for three weeks with a mobile number. KateG I will message you the information.
I have worked with Verizon Wireless as well and they said "all fixed" on their end, but the problem still is happening. I am now noticing it with other phone calls from businesses.
Thank you for adding your information. I have a verified example of the change between September 8th and 10th.
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- Our team is currently gathering relevant information to investigate this issue.
g217469 , MarcoG-0 , JasonRH Can you please message me the following information? I will then open ticket. To message me, click on my username and you will see an option to message me on the top right. I need the following information:
-The inbound phone number (the number that was called)
-The calling phone number (the number that appeared on the caller ID)
-The name that was displayed
-The name that you expected to see
-The date and approximate time of the callGregG2 - I have reviewed your case and I'm sharing this with the product team.
Thanks everyone for your assistance and patience as we review.
I have a customer that reported this. They had one family member call and each time it is the same incorrect caller ID. Their family is on the same plan, but when other members of their family call, the caller ID is correct. That does not imply the carrier on their end.
