Call & Text Display Shows Wrong Name ... HELP!

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  • Updated 1 year ago
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Hi Koodo Community! I have a Samsung S7 phone. I am having an issue with my Call & Text Displays showing an incorrect name. Instead of showing my name as "Ted" along with my last name, it is showing as "Danielle T". Needless to say this is embarrasing, particularly when chatting with new individuals who are wondering why "Danielle" is showing instead of "Ted" and I have to spend time explaining. I don't even know a "Danielle"! It seems that this also only happens between a Samsung to Samsung call or text, and not other Android or iPhones.We have connected with Koodo's Techical Department who advised the issue is not with their Network or back-end. We contacted Samsung's Customer Service Centre who advised us to take the phone to a local Authorized Samsung Service Centre for them to take a look at. We contacted a local Service Centre who advised that this problem is a Network problem and not a Harware problem. They also suggested it may be the SIM card and to replace it. We replaced the SIM card and the problem still persists! I was advised that the next step is to have the phone Factory Reset. I prefer not to have my phone Factory Reset that may create another issue. I am no technical expert, but the Name appearing on a Call or Text ID is originating through the Network, not the hardware on the Samsung phone. We have spent numerous hours on the phone with Koodo Technical Support and at the Koodo Kiosk trying to get the problem fixed with no success. Has anyone had a similar issue? If so, how was it corrected? Please help! Any advice is appreciated.
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Ted Sims

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Posted 1 year ago

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Timo Tuokkola, Mobile Master

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At the moment, at least, koodo does not send outbound name display information, just the number. The issue is not related to koodo's network. Check in the call settings menu for something called caller id and spam protection, (at least that's what is called on the S8+, I can't remember if it went by something else on the S7) . I suspect that Danielle T had her name information registered to the server. The settings here should allow you to update it.
EDIT: it might be listed as "identify unsaved numbers". My S7 Edge has no sim in it right now, so the setting is disabled and I can't verify that it's the same option.
(Edited)
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Jan Hope

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Since Koodo have introduced recently Name Display (not number display) to all their customers you don't have any problem with other people's name to display on your phone. Only your Name displays incorrectly on the phones with Name Display feature on their phones, If I understood you correctly.

I am asking because even myself I don't know when Koodo will be sending outbound name display information will it be something that you customize yourself or the name that you registered your phone with.

People frequently put false names on their prepaid phones unlike landline and post paid users.

Obviously banks, government, doctors, clinics and legit businesses  won't have a purpose to hide it.

On the other hand scammers or someone who has something to hide can manipulate it and hide under different names.

I am glad for this new feature. Finally I don't have to store every single number in my phone. 
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Ted Sims

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Hi. Thank you for connecting. The phone is registered in my name and should have my Name and Phone Number displayed on cell phones that have Caller ID enabled.

Unfortunately, in my case the name appearing is not my name.

The phone is only 7 months old and was purchased new from a Koodo Kiosk.

My personal cell number has been with me and Koodo for 5 years. This issue had not been brought to my attention by anyone else in previous year's, just this year.
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Jan Hope

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Ted as Timo mentioned before koodo does not send outbound name display information so the only way they can see your name on their phones is if they stored it in their phone book prior to the first phone call from you. Now when Telus/Koodo/Rogers and their respective sub brands have name display, maybe previous owner's name registered on network start to show up instead of yours and bringing their attention.

Few years ago only Rogers had that option. Others were using only number display.
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Ted Sims

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Hi Timo.

Thank you for your reply and suggestion.

The Koodo Kiosk Manager tried this path with the assistance of Koodo's Technical Support. 

Unfortunately, it did not resolve the problem and it still persists.

A new SIM card did not make a difference either.
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Cory

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Do the people who you call that see your name displayed incorrectly all have Samsung phones? I'm willing to bet it's Samsung's built in number identifying feature causing the issue. Every Samsung I owned had it, and if it was turned on, it would identify numbers incorrectly all the time. It uses a third party to identity phone numbers, and sometimes they identify incorrectly.

I bet that's the issue.

To test that, have one of your friends who has a Samsung that's displays the wrong name when you call turn that feature off.
(Edited)
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Ted Sims

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Hi Cory.

Thank you for your reply and advice.

It appears that the issue may just occur between Samsung to Samsung phones. However, we have not tried between all phones. It has not displayed Danielle on the Caller ID of calls and texts sent to an iPhone or LG G5.

The larger issue is that I am a self-employed Consultant. My Samsung S7 is a personal and business use phone. So, I cannot be advising new and existing client's to turn that feature off. And, when I might be speaking to a new female acquaintance she is going to question that! This would not be a practical solution for my broader client and networking base. For my circle of friends who have Samsung S7's, it could be an option if nothing else works, and a temporary solution until resolved.
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Paul Deschamps, Mobile Master

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Looks like a factory reset may indeed be your only option left to try if Cory suggestion doesn't end up working. You can easily back up everything on your phone to your Google account and Samsung account and then factory reset the phone. Then when you log in to your Google account and Samsung account after the factory reset is finished it will sync all your data back to your phone and it will be just like it is now, it might be worth the 30 minutes to complete this process than running around as tour doing now. It will also make your phone run like new again if it's getting slower at all from when you first got it so either way there's an advantage to it.
(Edited)
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Ted Sims

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Hi Cory.

This is what came up under the basic white pages search.



Registered in Winnipeg, MB

Mobile phone number

Telus Communications Inc.

Spam/Fraud Potential: Low Risk 

You can call with confidence. Appears to be a valid caller that presents practically no risk of scam or fraud.

Phone owner's name not available

Phone Statistics

White Pages Search Activity

Last 30 Days 1 user searches complete

(204) is a Manitoba (MB) area code



I do live in Winnipeg, Manitoba where the area code is (204) and my provider is Koodo who is soley owned by Telus, so all that is correct.

To get more detailed information from the White Pages requires a paid subscription to their Premium Service.

Thank you for this suggestion.

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David, Mobile Master

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Time to buy an iPhone!
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David, Mobile Master

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Is this calls as well as SMS? Your original query indicated texts.
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David, Mobile Master

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What happens if you use an alternate texting App?

Yes, I'm just throwing stuff at the wall to see what will stick.
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Ted Sims

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This occurred with both calls and texts between Samsung to Samsung cell's. 
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Cory

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Oh well,I tried. I would still get one of your friends with a Samsung to disable the caller identifier and see if it fixes it. If it does, then it's an issue with Samsung's service.
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Ted Sims

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Cory, I appreciate all suggestions as came to a road block with Koodo and Samsung Technical Support, and why I reached out to the helpful Koodo Community to search for a solution.

Since I suspect that the telephone conversation information with both the Koodo and Samsung Technical Support Associates may be limited by their expertise, and this issue needed to be elevated up to a Senior Technical Support Associate.

I have also reached out to both Koodo and Samsung with the same narrative and photos that I provided to the Koodo Community through their respective individual website e-mail addresses along with the same message through their Facebook and Twitter accounts. I am confident that may gain some traction and an answer early next week as their Social Media Accounts may only be monitored during business hours on Monday through Fridays.
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Ted Sims

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Cory, I will also revisit the Koodo Kiosk next week and try your suggestion with the Manager's Samsung phone. 
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Cory

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I hope that is the issue, at least then you can narrow it down. If so, the next step would be to find out exactly what service Samsung uses to identify numbers, and correct your info in their database.
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Ted Sims

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Hi Koodo Community...!

I also wanted to share with the Koodo Community that the other options provided to me by Koodo to try and remedy my issue are:

(1) To have my number permanently show "Private Number" on any Caller & Text ID.

This is not an option as I want my Name to be associated to my number and show on any individual or business's Caller & Text ID. Perhaps if I was in a "Witness Protection Program" that may be a solution, but I am not! If I was to opt for this option, it would still not remedy my original issue if I no longer wanted "Private Number" to display and only masks the problem.

(2) Assign me a new cell phone number.

I have had my Koodo cell phone number for many years. This is also not an option as then I would be tasked with letting all my Personal and Professional Contacts know that I have changed my number. This would take time to let everyone know along with inconveniencing me and result in lost income.

I sincerely appreciate everyone's help in offering their expertise to assist me in trying to remedy my situation.

Should the Koodo Community have any other ideas and suggestions, I would welcome them to try and resolve this issue.
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Timo Tuokkola, Mobile Master

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While I understand that this creates a significant inconvenience for you, as previously discussed, the fact that koodo only sends number display information at this time, as well as the fact that the incorrect information ONLY displays on Samsung devices, places this issue squarely in Samsung's court. There is, unfortunately, nothing that koodo can do to prevent Samsung's system from displaying the information they have associated with the number, short of hiding the call display information entirely so Samsung's system has nothing to go by. The issue may indeed need to be escalated, but it would need to be escalated with Samsung, not koodo.
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Ted Sims

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Thanks Timo!

I will follow-up and keep the Koodo Community up-dated in the event that anyone else may experience this problem in the future and might find this information helpful.
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Ted Sims

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In the interim, a Koodo Corporate Team Member has connected with me to advise that based on my description of the incident it is most likely a Network issue as "Danielle" was the former owner of my number with Koodo under an old CDMA Profile, if that technical acronym means anything to you.

I will keep the Koodo Community advised of the outcome in the event that another Samsung User on the Koodo Network experiences a similar situation in the future to help them resolve the issue.
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Cory

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Wow. They haven't used CDMA for years, so that's going back a while.

It stands for "Code Division Multiple Access", and it's the network type that Telus/Clearnet used to be on before switching to GSM. It didn't use a removable SIM card, the card was built into the phone. Verizon and I believe Sprint still use it in the USA, but even they are going to phase it out.
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Timo Tuokkola, Mobile Master

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Don't know if it's using the same system as the Nexus phones, but you can give this a try:
https://support.google.com/nexus/answ...
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Ted Sims

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Thanks Timo. The Koodo Kiosk Manager with the assistance of Koodo Technical Support also had gone to this Nexus Support Link.
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titaniumtux

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@Ted Sims: just wondering...does Samsung's spam blocking feature allow you to submit feedback? If so, best bet would be to send them feedback saying that the 204 Winnipeg number used to belong to a Danielle, but hasn't been to her name in a very long time, and you are the current subscriber to that number. Hopefully they can update their database to resolve this for you.

I'd be surprised if it didn't allow sending feedback as their spam filtering feature would greatly rely on feedback for up to date information.

(Edited)
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Sebastien

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@Ted this seems to be the system Samsung uses to track calls: http://www.samsung.com/global/galaxy/...

The information for your number must still link to the previous owner. I'm sure there is a way to reach out to them to provide them with your current number and information.

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