Contributor
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19 Messages
Can't seem to get Caller ID (CNAM) information set
I recently moved several lines to Xfinity from T-Mobile. They were all showing up as just "[V]WIRELESS CALL", so I contacted online support to get the information properly set (which they told me was a CNAM record). I gave them the information and they said it would take effect in 48-72 hours. I waited the 72 hours, and it still wasn't showing the names. I contacted online support again, gave them the names and numbers again, and again they said they would get it entered. And, now, over a week later, it still is just showing "[V]WIRELESS CALL". People are not answering my calls due to the improper, generic listing on the Caller ID. Along with a few other issues that I have had with the transfer (which I will post in the Mobile section) I am seriously rethinking my move to Xfinity Mobile. Can someone straighten this out? The notes should be attached to my account, but if necessary, I will once again provide the list of names and numbers to get this set up properly.
Thus far, I must say that I am unimpressed with the response from customer service on this issue. Most other providers have an online interface for doing this yourself.
XfinityChristy
Official Employee
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2.3K Messages
14 hours ago
We can definitely get this straightened out. While this issue should have been resolved after the initial request, there are a few things that could be causing the delay.
Caller ID, or CNAM, can be a complex issue because the name information is not always provided by your mobile carrier. It's stored in a central database, and the receiving carrier—the one the person you're calling is using—is responsible for pulling that information and displaying it. Sometimes, there can be a delay in that database updating or in the other carrier retrieving the new information.
The generic label of "[V]WIRELESS CALL" suggests that our system isn't sending the correct information to that central database. We need to look into this more deeply than what has been done so far.
I would like to help with this issue and escalate it to our specialized back-office team. They can perform a deeper dive into your account to correct the CNAM records and ensure the information is properly submitted.
To get started, please send me a direct message with the following information:
Your full name
Your service address
The list of names and phone numbers that need to be corrected
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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
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