No name with caller ID - Going bonkers with tech support

Posts: 4 · New Forum Member Joined: May 13, 2006 Posts: 4

Howdy!
I have a problem! When Vonage switched me from Bell to their service I have now lost name display on caller ID. If I have the person call my old virtual number it shows up fine (both name and number). But nothing when they call my old bell phone number. I have spoken with people in tech support and they just suggest un-plugging and re-booting my system. Doesn't work. And they are very unhelpful/resourceful!!

Any Suggestions as caller ID with name is the most important feature to me, and I will switch back to Bell for that only reason!

Many Thanks!!

Posts: 3198 · Posted: Sun May 14, 2006 11:36 am Post subject:

maybe it's just me but I'm having a hard time following what problem you're having with what.

Posts: 70 · Full Forum Member Joined: Jan 11, 2005 Posts: 70

Correct me if I'm wrong but it sounds like caller ID works as expected when the virtual number is called but not when his ported POTS line is called!?

Posts: 4 · New Forum Member Joined: May 13, 2006 Posts: 4

Yes EXACTLY!! Called again to tech help - with NO help - just suggested pressing the reset button on my Vtech voange phone... Can anyone help??

Posts: 6 · New Forum Member Joined: May 15, 2006 Posts: 6

Same here, switched from Comcast Phone to Vonage and during the period I was using the virtual #, saw name + number and then switched to ported line and just #s.

I went in and adjusted some features on the features page (i.e. disable Caller Id/ Enable), did the reboot and repeated this process a few times. Now I get names most of the time or some generic name like Wireless Caller, etc but seemed to kick in after awhile. It could have also been after a period of time, I guess I didn't track cause/effect very well. Anyhow give the feature shuffle a shot, otherwise, just wait until after your first full month cycle is complete, my guess is it will start coming for you.

Good luck.

Posts: 1715 · Posted: Tue May 16, 2006 12:13 pm Post subject:

Interesting... Usually CallerID issues we see on the forum are interactions between people's Vonage adapters and analog phones, but in this case, it definitely appears to be Vonage's problem... unfortunately, this sounds like one which Vonage's technical unsupport might be the only answer. I'd certainly try FullDeck's suggestion, certainly would be less aggrivating than calling Vonage.

Posts: 18 · Vonage Forum Associate Joined: May 20, 2006 Posts: 18

I have been a customer with Vonage for more than a year now.
A month ago the caller ID display stop working for names. I only get the number in ALL incoming calls.
I have called tech support SEVERAL times, and the problem hasn't been solved. "The T3 department is working on it"
The problem is NOT in the device or any eqipment I have, as the same problem is notizable in the Vonage Log in the Web.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

zoomer wrote:

Howdy!
I have a problem! When Vonage switched me from Bell to their service I have now lost name display on caller ID. If I have the person call my old virtual number it shows up fine (both name and number). But nothing when they call my old bell phone number. I have spoken with people in tech support and they just suggest un-plugging and re-booting my system. Doesn't work. And they are very unhelpful/resourceful!!

Any Suggestions as caller ID with name is the most important feature to me, and I will switch back to Bell for that only reason!

Many Thanks!!

I agree with what VonageTPA wrote above; it's probably at Vonage's end. Nevertheless, I wouldn't completely discount the possibility of something in your adapter. Which one are you using and what firmware are you running on it?

Posts: 4 · New Forum Member Joined: May 13, 2006 Posts: 4

Hi,
I have the Vtech 8100. Here is the firmware info copied off the unit
Firmware Version: 11.1.0-r050729
Release Number: 4.013.1-r000022
Bootloader Version: 1.3.3.1101

I truly think it is a problem with Vonage, not on my end.

Any help will be much appreciated!

P.S. On my Vonage login page(s) I do not have an option to turn on or off caller id. Maybe it is different for Canada? Any advice?

Posts: 18 · Vonage Forum Associate Joined: May 20, 2006 Posts: 18

In my case I can see the problem both in my call display as well as in the website (in the Dashboard and the Activity Log) For some reason the system is sending only part of the information (the phone number) and the other part is being left blank (the name)
I have already talked with the Vonage tech dep. and they have admitted (after several calls and many tests) that the problem is at Vonage's end... Now they just have to solve it, but it has been more than a week since I reported the problem, and so far nothing has been done.
If the lack of name shows in your web account, more than likely it is Vonage's fault.