Forum Discussion

GregG2's avatar
GregG2
Active Contributor
3 months ago
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...
  • KateG's avatar
    KateG
    2 months ago

    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. 

jvellaist's avatar
jvellaist
New Member
4 days ago

We are having the exact same issue. Our customer’s caller ID is showing as internal employee’s name and it’s now a safety concern for this person as her name is now showing up on peoples phones. This customer does public service work and makes a lot of outbound calls and now this person concerned for her safety due to the public having frustrations with the service and now her name is tied to calls for no reason. Can someone please look into this as our case number is 22002626. I’ve already done what I was told to as far as removing us from spam filters and apply our number to other reputation sites. GoTo said they also applied for another caller ID update but I’m worried this isn’t going to be resolved. 

KateG's avatar
KateG
GoTo Manager
3 days ago

Hi jvellaist​ Welcome to the Community,

I'm not sure if this is the same issue. Reviewing the case, I see that it was asked to be closed in an email dating 12/4. If the issue has not been resolved, can you please respond to the case email and let the support team know?