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Outbound Caller ID probems
We have had our GoToConnect telephone number for about 6 months. Our caller ID always said our business name, Probate & More. Recently, several clients have indicated that our caller ID displays "Oswald Martinez" when we call. I checked, and sure enough, that is what it says, even though our caller ID in the portal says our business name. I have called support multiple times to no avail. They say it is "our problem" that they have no control over the ID that comes across a cell phone (only land lines). This makes no sense since 90% of today's phones are cell phones. I am at a loss. I have had to BLOCK our called ID, which blocks the Oswald Martinez, but of course, now people we call do not know who is calling, and it is bad for our business. I am ready to look for another provider. I have used Gotoconnect for other companies for years and never had this problem.
Hi SMCCARTHY Welcome to the Community,
I’ve reviewed your case and see that it has been escalated internally for further review.
Our original support agent explained that, unfortunately, caller ID display on cell phones is largely controlled by the mobile carriers themselves, not by GoTo Connect or other VoIP providers. For landline phones, we can typically ensure your business name shows as it should, but for cell phones, the name shown can depend on whether the number has been registered with relevant carriers’ databases. The agent provided instructions on how to register your number with those carriers, which can help update the caller ID display on mobile devices.
I recognize that this process can be tedious. Please know that your feedback is valuable, and I’ll be sharing it with our team.
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We have done everything requested regarding reaching out to the various companies and filled out the appropriate documents. We have waited 2 months and checked and the caller ID is still incorrect.
Hi SMCCARTHY Welcome to the Community,
I’ve reviewed your case and see that it has been escalated internally for further review.
Our original support agent explained that, unfortunately, caller ID display on cell phones is largely controlled by the mobile carriers themselves, not by GoTo Connect or other VoIP providers. For landline phones, we can typically ensure your business name shows as it should, but for cell phones, the name shown can depend on whether the number has been registered with relevant carriers’ databases. The agent provided instructions on how to register your number with those carriers, which can help update the caller ID display on mobile devices.
I recognize that this process can be tedious. Please know that your feedback is valuable, and I’ll be sharing it with our team.
