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cellist
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Posts: 13

PostPosted: Mon Apr 23, 2007 3:45 pm    Post subject: Caller ID Does not Always Display Reply with quote Back to top

My experience with Vonage Caller ID has improved greatly since I subscribed in November, 2006. Curiously, it seemed to improve almost overnight -- the day after AT&T finally and officially let go of my old phone number.

Almost all of my calls now show the caller's phone number, and the vast majority also show the caller ID. However, more than a few show just the caller's number and not the ID. This include some callers who I am certain have their caller ID enabled -- that is, not blocked. A number of these are cell phone callers.

Any suggestions for troubleshooting this issue?

TIA,

Phil
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melisam78
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PostPosted: Mon Apr 23, 2007 9:19 pm    Post subject: Re: Caller ID Does not Always Display Reply with quote Back to top

Phil, I will try to be of assistance here.
I am not sure if you are inquiring about caller ID not showing the "names" of callers.

I have been with Vonage for over 2 years, and the most I've ever gotten on caller ID is the Phone number and the City and State. Just recently, (and by recently I mean within the last two weeks) I have been able to see the name of my mother-in-law, Last name First, then phone number, when she calls. This is the first time in over 2 years of service that I've seen that!!
If someone calls from a cell phone, it will say "cell phone, Las Vegas, NV" (which is how it shows when a friend of mine calls).

From how it has been explained to me, names don't show on caller ID all the time because it depends on which network the person is calling from.

What is strange is that my mother-in-law has verizon for her cell phone, and that when she calls me it actually shows her name!! She has been with verizon for over 5 years and it just recently within the last 2 weeks started showing her name when she calls.

Even if someones name is not blocked, and they have caller id enabled, it depends on where they are calling from, what phone network. Vonage is Voip, and not directly connected to a land line, which is partially why the names are prevented from showing up, becuase it can't tie directly into any telephone database.

This is really the only insight I have to offer.

~Melisa



cellist wrote:
My experience with Vonage Caller ID has improved greatly since I subscribed in November, 2006. Curiously, it seemed to improve almost overnight -- the day after AT&T finally and officially let go of my old phone number.

Almost all of my calls now show the caller's phone number, and the vast majority also show the caller ID. However, more than a few show just the caller's number and not the ID. This include some callers who I am certain have their caller ID enabled -- that is, not blocked. A number of these are cell phone callers.

Any suggestions for troubleshooting this issue?

TIA,

Phil
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cellist
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Posts: 13

PostPosted: Mon Apr 23, 2007 9:51 pm    Post subject: Reply with quote Back to top

melisam wrote:
"From how it has been explained to me, names don't show on caller ID all the time because it depends on which network the person is calling from. "

Yes, I was told that early on by Vonage Support. I made numerous calls and email to Support. For the most part, they seem incredulous that I was having any problem with caller ID -- as if they rarely if ever had any report of such problems.

I finally talked to someone in their sales or customer service area. I reminded them that their advertising said the service included caller ID. It did not say anthing about "but it depends upon which network...". And I asked for refund. At some point they agreed to send a service technician to check my installation. We had been through all of that over the phone and via email, so I had become certain the installation was OK, but they insisted on sending the service tech. When he arrived, he took a quick glance at the Vonage device (phone adapter), asked a couple questions, then told me there was nothing wrong with the installation. He left without touching a single cable or connection on the cable modem, then TA, or the computer. Oh, he did use the phone to call back to his dispatcher.

So, I believe it was shortly after that that the porting of my old phone number from AT&T was completed, and it seems that it was about then that caller ID began to work. I had done a few things that helped with individual numbers -- adding callers to my phone's directory -- but basically caller ID just started working. Doubtless, Vonage almost surely had done something from their end, but they never divulged what that was.

Thanks for sharing your experience, Melisa.

Does anyone from Vonage ever post a reply here? I looked at several threads on a couple different topics, and I have not seen a single problem that was resolved based on an "official" response from Vonage. If not here, is there some other forum where Vonage monitors the questions and tries to provide answers?
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noct
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Joined: Nov 11, 2006
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PostPosted: Tue Apr 24, 2007 12:01 am    Post subject: Reply with quote Back to top

I don't think so, but I saw one guy that said he used to work for Vonage on here a couple weeks (months?) ago that was let go while he was on disability.

Anyway, yeah, these are unofficial forums, just members helping members. Mostly because we know Voip won't make it if it's just a fanboy's tool, and the more people on Voip, the more of a chance we have sticking it to the man (Verizon, BellSouth, etc.)
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cellist
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PostPosted: Tue Apr 24, 2007 12:47 pm    Post subject: Reply with quote Back to top

noct wrote:
we know Voip won't make it if it's just a fanboy's tool...

It seems to me that would also motiviate Vonage to be interested in participating here. I suppose there's an upside and a downside from Vonage's perspective. Participating here might very well have signifcant impact, that is reduce, routine support calls for common problems. I suppose the downside would be that, once they particiipate even a little, the community might start expecting them to reply to every question.

I was about to type "I wonder who pays the bills for the forum". Then I looked to the left and right of the screen and the answer is obvious. Hint: It starts with a V. Surprised
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trippnwo
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PostPosted: Tue Apr 24, 2007 1:35 pm    Post subject: Reply with quote Back to top

hi - just wanted to chime in on the caller ID.

Cellphones on mine come up as "Cell Phone TB"

Most land lines have always showed the name for me. I joined Vonage whenever me registration date is on here.

I use a uniden expandable 5.8ghz phone system.
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Lnk64
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PostPosted: Tue Apr 24, 2007 2:35 pm    Post subject: Reply with quote Back to top

Caller ID is a tricky thing, mostly because it is not standardized in any way.

As my understanding, most of Vonage's Carriers just dip into a national database and pull caller ID information for that number that is calling them. There are maybe 3 carriers whom have their own personal database they can alter, but mostly caller Id information is what the originating carrier set it to in the national database, and the terminating carrier (whom you are calling) just pulls this information from their national database(s) of choice.

thing is there about 7 databases, and sometimes the originating carrier does not update all of them, and each carrier uses different databases.

So Verizon may use Database A and the carrier that Vonage has assigned to service your telephone number may be using database B. If database B is wrong, Verizon would have to go and correct that database, as Vonage's Carrier cannot since they alter caller ID information for phone numbers they do not own.

On about 90% of caller ID issues I see, their caller Id is working fine, and by fine, I mean the Vonage carrier is sending whatever Caller ID information to the Vonage Device whenever it is being passed to them. The other 10% are carriers who have their own private databases that need to be notified to update and the wrong name is displaying.

As for inbound caller ID, it's mostly all or nothing. If you are receiving No caller ID information for all calls, then from my understanding of it only 2, possibly 3 scenarios are possible, all customers who are with that carrier would also receive no caller ID information with all calls as the route going to them is dropping caller ID information for some reason, the phone is not compatible with the model of your phone (you can try a different one if you have one lying around) or the firmware of the device has halted caller ID information from being handled (but I've never seen this happen, as far as I can tell all devices I've tested with have passed through the caller ID information in their respective debugging logs, but there is always that chance that I've just somehow missed this particular event)

Quote:
So, I believe it was shortly after that that the porting of my old phone number from AT&T was completed, and it seems that it was about then that caller ID began to work. I had done a few things that helped with individual numbers -- adding callers to my phone's directory -- but basically caller ID just started working. Doubtless, Vonage almost surely had done something from their end, but they never divulged what that was.


I wonder if you had a virtual number that Level 3 serviced and it was forwarding to your ported number. I know level 3 handles caller ID a little funky by adding a "+" to the number whom is calling, and when handled to Vonage directly they are able to display the information (even if the "+" is there), but then they hand it off to other carriers someone don't know what in the world to do and display nothing/no CID available/ect.

As for cell phones, cell phones are pretty bad about caller ID, they are the most common criminals of updating a few caller ID databases rather then all of them. Actually had an occurrence where a cell phone provider was blaming another carrier for the caller ID mismatch, but I gave the cell phone provider the database that they failed to update, they went ahead and did so, and wa-la, caller ID worked.

But I do know some cell providers, due to how often numbers change customers, just do "wireless caller" (such as verizon") or "cellular caller" or the like. I do know there is a site *NOT SUPPORTED BY Vonage* called http://www.listyourself.net/ **ONCE AGAIN NOT SUPPORTED BY VONAGE** that submits requests to databases for caller ID and attempts to update them to what you request. This is kind of a work around for people who have the standard output of UNKNOWN, WIRELESS CALLER, and all that fun stuff.

Whether it works or not, I can't tell. I inherited my sister's cell phone and it displays her name rather then mine, but I can't put a formal request in to the cell phone provider as the account is still listed as her, and i can't change that or else i would have to open a new account and lose my benefits with the old one. So I tried it out to see if it would change it from her name to mine, and as far as I can tell her name still shows up. They may or may not have updated a database or two, but at least with the one I've tested with, nothing has changed.

Feel free to correct me as I don't claim to be 100% correct.

AAAAnnnnndd I'm spent....
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yrless
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PostPosted: Tue Apr 24, 2007 3:09 pm    Post subject: Reply with quote Back to top

I'm in Canada. I have NO caller ID whatsoever, none. Neither the number nor the name appears. It never has worked since day one (I've been signed up about 3 months now).

And it's not my hardware causing the problem, because even on the website call log it always says "Caller ID Unavailable"
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melisam78
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Posts: 15

PostPosted: Tue Apr 24, 2007 4:56 pm    Post subject: Reply with quote Back to top

You should contact Vonage about this. They should be able to give you some sort of "discount" becuase they DO offer caller ID, and if it is not working, then you shouldn't be paying for "all" of their services!!

yrless wrote:
I'm in Canada. I have NO caller ID whatsoever, none. Neither the number nor the name appears. It never has worked since day one (I've been signed up about 3 months now).

And it's not my hardware causing the problem, because even on the website call log it always says "Caller ID Unavailable"
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