Incorrect incoming Caller ID names

1/7/2026 update:

At this stage the issue from last September is largely resolved. If you are having issues with incorrect Caller IDs please read this article first.

Things to keep in mind:

If you are having trouble with your caller ID's not displaying properly on outbound calls, use these steps to perform initial troubleshooting before contacting Customer Support. You will also learn what situations we are unable to help regarding caller ID issues.

First, there are some situations when Caller ID is not guaranteed to work. Verify you are not attempting the following:

Toll-free calls — Caller ID is not guaranteed when using a toll-free number.
Canadian calls — Caller ID works differently in Canada and it is up to each provider to pass through the Caller ID set in the admin portal.
Rate Centers— Caller ID reflects the city and state of the rate center the phone number is from. Not every city has rate centers so some cities cannot be displayed.
Feature Not Activated with Provider — If using a cell phone to test with, verify that you have paid for the caller ID feature with your provider, otherwise you will not get valid results.

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12/15/2025 update:

Following up on our ongoing work to improve inbound CNAM accuracy, a significant deploy was initiated December 11. While we certainly cannot make guarantees, they have validated this update by running tests against other industry sources and expect it to drive a meaningful improvement in name display quality. Please keep an eye on your inbound call displays starting from this past Thursday 12/11/2025.

While we are confident this will address many of the discrepancies you've reported, we will be monitoring the results closely. We’d appreciate your feedback - please let us know if you observe the expected improvements or if specific gaps remain.

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11/20/2025 update:

The team is working every day on the CNAM issue and making progress by uploading more records to our vendor and working with industry partners. Your detailed examples remain extremely valuable to us, and they help us pinpoint unresolved cases so we can address them more effectively.

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11/4/2025 update: Thank you for your patience as we continue to address the recent service challenges. We know many of you are still experiencing issues, and we understand how frustrating this can be. While our vendor has made progress and is seeing improvements, there’s still work to do to restore the experience you expect.

We are collaborating closely with our partners to resolve the remaining issues as soon as possible.

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10/31/2025 update: I have shared with the team that while there are improvements, the issue remains. I have asked the vendor for an update and will update the thread when I hear more. Thanks for your patience and reports.

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Hi Everyone,

Our vendor released another update on Saturday to help ensure the correct name is more accurately selected for display.

The results are being closely monitored, included reviewing specific examples.

If you have more instances to report after 10/20 that you haven't yet, you can add your report to the email from your support case or you can message me (click on my username and you will see a “message” option on the next page) and I will share this with the team.

Please use this format:

To:• From:• Time/Date:• Caller-ID Shown:• Caller-ID Expected:• Disposition:

Please also share your experience here, we are closely monitoring this thread, if you see things returning to normal that would be helpful to know.

Thank you for your continued patience as we work to resolve Caller ID display inconsistencies.

All comments

cpiper

This has been an open ticket with us as well and I hope fingers crossed this fixes the issue.

EvanW92

@KateG - Thanks for the update and your team and vendor's ongoing effort to resolve the inbound Caller ID Name issues. For the past couple weeks (since your 12/15/25 post), I have followed up with our clients that have been impacted and while some have seen great improvement in accuracy of the inbound CNAM, some of our clients are still reporting inaccurate names. It seems that about 75% of our clients have seen improvement and 25% still reporting consistent issues. For our clients that have seen improvement they reported an incorrect CNAM once or twice a day however, this is considerably better than what they saw with every other call being incorrect from September through November.

I sent a few recent examples to GoTo Support provided by a couple of our clients, and they opened a new case #22105204. GoTo's Tier 2 team provided the following statement below on 12/26/25 regarding the case.

"Thank you for your patience and all the provided information.

We were sharing the information with the L2 support, and they informed they're currently working on it, and we would like to kindly inform this might take a while more but eventually it must be resolved.

We would like to kindly ask you to continue waiting, the solution is in the oven already."

If you have any other updates from your end KateG, please let us know. Thank you!

@jvellaist please note this thread is regarding issues with incoming caller IDs. If there is an issue with outgoing caller ID these updates will not apply.

jvellaist

At the point of closing the ticket I was frustrated with general support and their lack of assistance so I told them to close the case. I then found this article and I believe it matches our issue and it appears you are addressing it now so I will keep an eye on our client and see how it works for them.

Hi everyone, I have an update from our vendor.

Hi @jvellaist Welcome to the Community,

I'm not sure if this is the same issue. Reviewing the case, I see that it was asked to be closed in an email dating 12/4. If the issue has not been resolved, can you please respond to the case email and let the support team know?

jvellaist

We are having the exact same issue. Our customer’s caller ID is showing as internal employee’s name and it’s now a safety concern for this person as her name is now showing up on peoples phones. This customer does public service work and makes a lot of outbound calls and now this person concerned for her safety due to the public having frustrations with the service and now her name is tied to calls for no reason. Can someone please look into this as our case number is 22002626. I’ve already done what I was told to as far as removing us from spam filters and apply our number to other reputation sites. GoTo said they also applied for another caller ID update but I’m worried this isn’t going to be resolved.

GregG2

Same here. Still the wrong names FWIW. Still unsure why this has a marked solution.

@KateG Have you been made aware of any progress on this issue? There has been no change for the better since the last update. My clients are very displeased with how long it's taken to resolve this.

@kerrib0119 , @JacobWW I don't have an update yet, but I've relayed this all to the team.

If you have more instances to report after 10/6 that you haven't yet, you can add your report to the email from your support case or you can message me (click on my username and you will see a “message” option on the next page) and I will share this with the team.

Please use this format:

• To:• From:• Time/Date:• Caller-ID Shown:• Caller-ID Expected:• Disposition:

@JacobWW I've shared your screenshots with the team.

I know this is a tedious process, all of your reports are being reviewed and help, thank you again!

kerrib0119

Just looking for an update on this. As of October 9, this is still an issue for us.

@KateG Have you received any further updates? As of today, the generic caller ID entries are still showing.

Thank you for your continued patience as we work to resolve Caller ID display inconsistencies.

We are actively collaborating with our Caller ID provider every day to address these issues. While there have been incremental improvements, we have seen that some customers are experiencing unexpected caller ID displays.

Please know that we are reviewing every example you share with us. Based on the findings and feedback we gather this week, we are working directly with our provider to define and implement the next set of corrective actions this week. I will keep this thread updated.

Please use this format:

• To:• From:• Time/Date:• Caller-ID Shown:• Caller-ID Expected:• Disposition:

Thanks again for your patience and reports.

JasonRH

We are still seeing the wrong caller ID also as of 1:20 PM on 10/6/25

@JacobWW thanks for including this, i do see the case is currently open and under review. Can you confirm that previously you would see the correct name, but now you see a generic ID? There was an update on Wednesday that should have resolved this.

Kate, I do see a change starting 10/1 for inbound Caller ID on affected numbers. The issue is, instead of showing the correct names, there are now things like "Wireless caller" or "City, State" listed. I've got a ticket open, 21838438.

GregG2

Hello, it is still an issue for us. Thanks.

Bozz

We are still getting incorrect names this morning.

@EvanW92 thanks for the additional information. I've added your ticket, I also see that your case is currently opened and a support agent will be following up with you.

Hi everyone, an update on the current status: recent updates from our external providers have been rolled out this week, aimed at resolving the issue.

We are still reviewing reports and will keep this thread updated. If you continue to see Caller IDs that do not align with expectations, please let me know. Thank you!

EvanW92

This has been an ongoing issue as well for several of our clients with manage with GoTo. I can concur with other posts that we first had this issue reported to us on 9/10/25 and since then we have had calls/emails everyday for our clients reporting this same issue impacting the caller IDs on their desk phones.

Oddly enough, some of our clients have reported the caller ID names show incorrect on their Yealink SIP phones, however, the ID will show accurate on their GoTo app. Not sure if this was because they already had the contact saved on their cell phone via the local contacts in the app, but regardless it is an ongoing issue.

We manage over 300 GoTo accounts and while not every single of our clients have reported this to us, it is impacting a majority of our accounts from reports we received starting from 9/10/25.

My colleagues have provided several examples to GoTo Support the past couple weeks and we're hoping these examples helps your investigation in identifying the root cause.

Our GoTo ticket # is 21807563 which should include all these call examples.

Thank you!

I'm not sure this thread should be marked as solved, given the issue is still outstanding. The change occurred on 9/10/25 according to my analytics.

@kerrib0119, thank you, I've created a case with the information.

tweb-bci

We have been experiencing the same issue here for about three weeks or so now. I too have had a ticket open with GotoConnect at which they also pointed me to the cellular provider, however, the cellular carrier checked everything on their end and all looked correct. In fact, we just got another call from a different one of our users on their cell and the incoming caller ID name was messed up for him as well. So, this appears to be a much larger problem than just the one person who originally reported it to us.

We have several different PBX instances with GotoConnect and no matter which one our caller calls in to, the name is messed up.

Looking forward to getting this fixed. Any assistance or information is apprecaited.

kerrib0119

Hi. We have been experiencing this issues now for three weeks with a mobile number. @KateG I will message you the information.

I have worked with Verizon Wireless as well and they said "all fixed" on their end, but the problem still is happening. I am now noticing it with other phone calls from businesses.

GregG2

Thank you for adding your information. I have a verified example of the change between September 8th and 10th.

JasonRH

I noticed on our call logs that the wrong caller ID started sometime after 9/4/25. The next call from the users cell on 9/22/25 showed the wrong name.
If you have access to your call logs you might search for the phone number with the wrong caller ID and see when it started showing incorrectly. Might be able to nail down an exact date for GoTo support to hone in on.

Hi Everyone- Our team is currently gathering relevant information to investigate this issue.

@g217469 , @MarcoG-0 , @JasonRH Can you please message me the following information? I will then open ticket. To message me, click on my username and you will see an option to message me on the top right. I need the following information:

-The inbound phone number (the number that was called)
-The calling phone number (the number that appeared on the caller ID)
-The name that was displayed
-The name that you expected to see
-The date and approximate time of the call

@GregG2 - I have reviewed your case and I'm sharing this with the product team.

Thanks everyone for your assistance and patience as we review.

g217469

I have a customer that reported this. They had one family member call and each time it is the same incorrect caller ID. Their family is on the same plan, but when other members of their family call, the caller ID is correct. That does not imply the carrier on their end.

@KateG I've noticed this issue the most with Spectrum Mobile users which is tier 2 Verizon. Never had an issue until this week. We tested with other carriers and have not found any issues.

JasonRH

We are seeing the same thing. Shows correctly from their cell to another cell phone, but shows some random name when calling into our phone system.

@GregG2, @MarcoG-0 - we have received a few other reports from customers seeing incorrect caller IDs. The team is currently reviewing. Thanks for your patience.

We are also noticing this. A client will call in and the caller ID in GoTo will display a random name. It almost seems like a spam call at first glance. You have to look at the phone number and hopefully you recognize the number.

If the same client calls our personal cell phones the caller ID will say "Wireless Caller" which is what GoTo used to display for them as well.

We are noticing the same issue. A client will call in and the caller ID display in GoTo is a random name which makes us believe its a spam call.

If the same client calls our personal cell phone number the caller ID displayed will say "Wireless Caller" which is what GoTo used to display.

We have noticed the same issue. Customers call in and the caller ID displayed is incorrect and makes it feel like it is a spam caller.

Same customer will call our personal cell phone number and the caller ID displayed will say "Wireless Caller" and not the random caller ID that we see in GoTo.