First Light

Re: Phone Service complaint: outgoing CallAs a telephone service provider we take seriously our responsibility to provide reliable service that meets our customers’ needsIn this case our customer has clearly asked that we provide only his number, city and state in his outgoing caller IDWe have confirmed that we have set up his outgoing caller ID exactly as he requestedOnce the call passes from our network to the called-party’s network, the receiving carrier looks up the number in the CNAM Directory that they useIn most cases the sending carrier’s and receiving carrier’s CNAM Directories match, but there are times when they do not.In the past, when our customer noticed a problem with a receiving carrier’s cnam directory (one carrier who provided his name to the called-party, not the city and state only that is in our outgoing CID), we spent many hours test calling, identifying the carrier and escalating the complaint to the other carrierBut the problem has recurred and it is clear that we have no way to force the other carriers to keep their cnam directories up to date Most of his calls are received with the city and state only in the CID, but there is a carrier who is using an old cnam directory.Understanding that, and also understanding that this customer has no tolerance for the appearance of his name in the Caller ID, we suggest that he block his outgoing caller idThat will prevent the number from being sent out when he makes a callWhile we cannot guarantee that the called-party’s carrier will provide accurate caller-id, blocking the number seems the best way to prevent the customer’s name from appearingThe calls will appear as Private.Our customer has declined this feature in the pastWe will certainly add the feature to his lines upon his requestWe hope this solution resolves the problem of his personal name or business name appearing in his Caller IDSincerely, [redacted] ***Director of Customer CareFirstLight [redacted] ***, I suggested he block his outgoing caller id—you might want to add the name of that Feature to make it easy for himHe will not like this suggestion because he does not like Private in his cid—but the current solution is not working

I understand the reasons why Sovernet cannot help me going forward on thisI have been in touch with *** at Sovernet and I asked him to provide me with a number or who to contact at the carrier that is showing our name on caller ID and he has not responded with that information yetI am hopeful that he can supply some information on who to contact so I can try and resolve this situation
Regards,
*** ***

Re: Phone Service complaint: outgoing Caller-ID As a telephone service provider we take seriously our responsibility to provide reliable service that meets our customers’ needs. In this case our customer has clearly asked that we provide only his number, city and state in his outgoing caller...

ID. We have confirmed that we have set up his outgoing caller ID exactly as he requested. Once the call passes from our network to the called-party’s network, the receiving carrier looks up the number in the CNAM Directory that they use. In most cases the sending carrier’s and receiving carrier’s CNAM Directories match, but there are times when they do not.In the past, when our customer noticed a problem with a receiving carrier’s cnam directory (one carrier who provided his name to the called-party, not the city and state only that is in our outgoing CID), we spent many hours test calling, identifying the carrier and escalating the complaint to the other carrier. But the problem has recurred and it is clear that we have no way to force the other carriers to keep their cnam directories up to date.  Most of his calls are received with the city and state only in the CID, but there is a carrier who is using an old cnam directory.Understanding that, and also understanding that this customer has no tolerance for the appearance of his name in the Caller ID, we suggest that he block his outgoing caller id. That will prevent the number from being sent out when he makes a call. While we cannot guarantee that the called-party’s carrier will provide accurate caller-id, blocking the number seems the best way to prevent the customer’s name from appearing. The calls will appear as Private.Our customer has declined this feature in the past. We will certainly add the feature to his lines upon his request. We hope this solution resolves the problem of his personal name or business name appearing in his Caller ID. Sincerely,[redacted]Director of Customer CareFirstLight[redacted]   [redacted], I suggested he block his outgoing caller id—you might want to add the name of that Feature to make it easy for him. He will not like this suggestion because he does not like Private in his cid—but the current solution is not working…