Moved and can't get my old outbound caller ID changed

In November of 2021 I moved. For 7+ years I have had a landline in my home for my small business. When I returned my customers calls the outbound caller ID showed up as Grout Masters. This was a regular home phone line as I do NOT need all the business line extras they want to charge me $768 a year more for.

After I moved the outbound caller ID started to show up as my personal name. People were not picking up the phone line as they did not recognize the name on the caller ID. So instead of it showing up as Grout Masters it would show up as Jane Doe for example. This is causing problems with missed calls.

You would think this would be an easy fix right? Nope! Apparently I am either delusional or a straight out liar according to Xfinity because what I had for the last 7+ years didn't happen and in no way could have! My only choices are "to live with it" or "transfer over to a business line for an additional $64 a month" according to the Xfinity advanced department for customer service and the retention department. That's an additional $768 a year just so my outbound caller ID label shows up as it did before I moved.

The agent even told me I was wrong and it has always been my personal name and not my company name that shows up. Of course I know that's wrong but they insist it could not possible be other wise. So apparently I am delusional or a liar!

I'm being punished for moving. I have been a loyal customer and have unlimited internet, home phone and 5 cell phone lines with Xfinity. None of that matters but at the beginning of every call they thank me for my loyalty and tell my how much they value me right before they either hang up on me, try to extort me for more money for something they took away from me or tell me to "learn to live with it"

Responses

XfinityThomasD

Official Employee

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320 Messages

8 months ago

@user_e2f340 Thanks for creating a post on our Community Forums. I can definitely understand the frustration with this and the mixed information. I believe there were some changes to the E911 compliances that prevent some adjustments to the outbound caller id, but we can look further into this for you and see if we have the option to change it for you. We will need to look further into your account, and for the privacy of your information and the security of the account, would you please send our team a direct message with your full name and full address?

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://comca.st/3JJKMZZ
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it.

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barb_gee

Frequent Visitor

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7 Messages

7 months ago

So what was the outcome here?
I moved my POTS to xfinity VOIP, and my outbound caller ID name is not mine. Phone numbers shows up ok, but my name is someone else.

For what it's worth, I've had the same landline number for over a decade. I've only had xfinity for a few years, and this problem is really annoying. I call a friend, they say, "I didn't pick up, I didn't recognize the name on the CallerID". Really annoying.

1

XfinityDanielC

Official Employee

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447 Messages

@barb_gee

I can only imagine how frustrating and annoying this has been. I would like to assist you and take a look into what is going on and see what options we have. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 months ago

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user_5afdfe

Visitor

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1 Message

7 months ago

this makes no sense! Just post the instructions on how to change this to the correct caller ID display name. What does peer to peer chat have to do with it?

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user_e2f340

Visitor

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3 Messages

7 months ago

They told me to pay up or deal with it ...again

2

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XfinityCassandra

Official Employee

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331 Messages

Thank you again for reaching out on the Xfinity Forums for assistance with this Caller ID change, @user_e2f340 . I am sorry that we're not able to add a business name to the Caller ID for a home line. I can understand how frustrating this would be with a small business! Please know we do offer this option through business services, so we'd recommend reaching out to them for more information on adding this service. Our Business Team experts can be reached at 1-800-391-3000. Thank you again for your patience and understanding!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

7 months ago

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user_e2f340

Visitor

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3 Messages

I am not asking for anything I didn't already have for 7 years! I moved and your company saw an opportunity to extort me by charging me $760 more a year for something I had already. Quit turning this around like I am asking for something new or that I am asking for something unreasonable. You can do this but won't unless I pay up and you know it so don't piss on my leg and try to convince me it's raining. I'm not stupid but you all seem to think I am. This is just another example of Xfinity's predatorial business practices which is focus on squeezing every penny you can from your customers while giving the minimum services. You all talk a good talk but when it comes to putting your money where your mouth is you fail horribly every time. I only use you because you have a monopoly in my town

7 months ago

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Home Phone Features

user_e2f340

Moved and can't get my old outbound caller ID changed

XfinityThomasD

barb_gee

XfinityDanielC

user_5afdfe

user_e2f340

XfinityCassandra

user_e2f340

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