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Steveww48
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PostPosted: Thu Mar 15, 2007 10:40 am    Post subject: Caller-id gives "location" not "name" Reply with quote Back to top

I'm a new Vonage customer. Call quality has been fine so far but I am not getting names displayed (except in one instance) from caller-id. The caller's phone number is displayed correctly but instead of a name I get only locations (examples: "Worcester MA" or "Natick MA" or "Cellphone MA").

All the calls we've received so far are from previous callers and in every instance, their names did display with our old service (Verizon). But with Vonage, the only name I've seen so far is when I've called home from my cell phone-- that looks fine. But when my wife calls with her cell, we see "Cellphone MA." (With our Verizon landline, her name did display correctly). Both of our cell phones are with Sprint. And the other calls we've received are from landlines, in our local area.

I called Vonage tech support and spoke with two people and they opened a ticket. 24 hours later I got a non-responsive email, telling me that the problem is with my cell provider and I need to contact them. Of course I'm certain that's incorrect and it also ignores all the other (non-cell) calls we've received. So I wrote back and they asked for specific examples (calling number, time & date of call, and actual "name" displayed). I've provided them with four examples and haven't heard anything further yet. So far, though, I'm wary about Vonage's support so I'm asking here if there are any suggestions.

I understand that names will not display for every single call. But I think I have a pretty legitimate controlled experiment here, with several known callers for whom we were getting names displayed as recently as 4 days ago, before we switched to Vonage.

I've searched this forum and did find several postings relating to caller-id issues (e.g., too many phones connected; a very old phone messing up call-id) so I reconfigured my setup so that instead of having Vonage power all the jacks in my house, I've plugged only a single phone into the VTA (this is a recently purchased phone which has worked perfectly during the time we've had it) and I've also rebooted the equipment several times-- no improvement on the caller-id issue.

Equipment: D-Link VTA connected to a Linksys router. Internet service is cable modem.

Any suggestions about this? Has anyone else experienced this? Are there things that Vonage can do at the account level to address this or are there settings I need to fiddle with? (I'm not at all reluctant to do that but I don't want to try things at random without an understanding of what I'm doing.) I am presuming that what I'm experiencing is not typical for Vonage customers, that most of the time you do get names displayed-- correct?
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roscopco
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PostPosted: Thu Mar 15, 2007 11:09 am    Post subject: online Reply with quote Back to top

what does it say on your Vonage dashboard account?
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a_van
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PostPosted: Thu Mar 15, 2007 11:13 am    Post subject: Same thing Reply with quote Back to top

This exact same scenario happens to me.. Not a big deal
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Steveww48
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PostPosted: Thu Mar 15, 2007 11:52 am    Post subject: Re: online Reply with quote Back to top

roscopco wrote:
what does it say on your Vonage dashboard account?


The online dashboard shows exactly what displays on the phone: my name on calls from my cell phone and locations (no names) for all the other calls we've received with Vonage.
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jcovert
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PostPosted: Thu Mar 15, 2007 12:20 pm    Post subject: Reply with quote Back to top

If you get any text displayed, your wiring is OK.

What you need to understand about Caller Name is that what is displayed will be what Vonage retrieves from the database or databases to which Vonage chooses to subscribe.

I have cases where Verizon displays "Texas" and Vonage displays the company name.

What you see is what you get. In some cases you'll get better information from Vonage, in others you'll get better information from another company.

/john

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Steveww48
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PostPosted: Thu Mar 15, 2007 4:02 pm    Post subject: Reply with quote Back to top

jcovert wrote:
If you get any text displayed, your wiring is OK.

What you need to understand about Caller Name is that what is displayed will be what Vonage retrieves from the database or databases to which Vonage chooses to subscribe.

I have cases where Verizon displays "Texas" and Vonage displays the company name.

What you see is what you get. In some cases you'll get better information from Vonage, in others you'll get better information from another company.

/john


Thanks for the explanation. At least so far, it appears that Vonage's database is quite limited in its coverage of this area (central Massachusetts). I'll give it a few more days so that I have more data but so far Vonage's caller-id appears to be quite useless to me.
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frosty82
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PostPosted: Tue Mar 20, 2007 7:02 pm    Post subject: Reply with quote Back to top

I've noticed the exact same issue as the OP.

My wife and I both have the same cell phone service, we're on the same account. Her name will show up when we call from her phone but mine will say "PCS Phone IL".

When I call someone with Verizon, my name shows up on their caller ID.

I wish there was a way to find out what database Vonage uses to pull their information so I can contact them to update it.
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Lnk64
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PostPosted: Thu Mar 22, 2007 10:42 am    Post subject: Reply with quote Back to top

Like it was stated before, there are many databases for caller Id through out the country. What Verizon subscribes to isn't nesecarily the one Vonage subscribes to which is why if you call Verizon you may get your name, but if you call a Vonage customer, you may get "joe's chicken shack" with one number and "Mike's meatlocker" with another number (as Vonage has many carriers who service their inbound calls, and also caller ID, who all subscribe to different caller ID databases).

As far as Cell phones are concerned, the inbound carriers are concerned, they just put a general caller ID information such as "Wireless caller" or "PCS phone <state initials>" whenever they see a cell phone is calling due to the fact that cell phone owners change more frequently then land line numbers do, so rather then spending many man-hours constantly changing them, they put a general tag on it.

Also keep note that some cell phone companies (Verizon Wireless does this to all their outbound calls as far as I know) provision all numbers to display a general tag such as WIRELESS CALLER (whether there are ways around this, I do not know, but from what I gather, this is a general rule of thumb).

Now for the fix, and a slight twist to it.

If, in fact, your cell phone (or whomever is having the issue) actually has a name attached to it from the originating provider (ie verizon attaches a name to the number who is making the call) and it does not show up on a Vonage service, the owner of that number would have to have their originating cell phone carrier contact the carrier who services that Vonage number they are trying to call to in order to update their caller ID database.

Why is this? well for one, cell phone providers do not allow other carriers to open up tickets regarding them. Why this is, I do not know, cell phone companies are a pain to deal with sometimes. Another thing is that some carriers CANNOT update caller ID information in a database regarding a number they do not own, and need the originating cell phone carriers authorization to change it, or need to provide what databases they use so the originating cell phone carrier can submit a request to those databases.

It's a pain to do, I know, but if you really want caller ID to display what you want it to display, this is what needs to go on. Hope I answered some questions
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jcovert
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PostPosted: Fri Mar 23, 2007 12:04 pm    Post subject: Reply with quote Back to top

Here's the company that Vonage uses for number-to-name translation: http://www.targusinfo.com/

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Lnk64
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PostPosted: Fri Mar 23, 2007 3:45 pm    Post subject: Reply with quote Back to top

I know they use Targus/TNS/verisign/ Syniverse and illuminet off the top of my head. Not sure which others are used. Also the combination of these databases differ amongst the half-dozen inbound carriers they have
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