Didn't find what you were looking for?
We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.
Caller ID on TV
a few months ago we switched out our DVR box for a new one (same model). Ever since then our caller ID that appears on the TV to display incoming land line calls are not our calls. They are random calls, not ringing to our land line, but unknown. Have tried resetting cable box and caller ID app several times.
Comments
-
Hi @Johnsosr
Welcome to our Community Forums! Sorry to hear that you're experiencing issues with our Caller ID on TV feature, we're happy to help! Can you verify that the Caller ID on TV setting is enabled on the new receiver in the receiver's settings menu?
0 -
Yes, under “Apps” and “”Caller ID on TV”, notification is turned ON.
0 -
Good Afternoon,
I wonder if there might be a problem with Spectrum Voice Call Guard. Try this:
1.) Log into your account "My Account"
2.) Click on "Manage Home Phone"
3.) Click on Settings
4.) Check that Call Guard and Spam Caller ID are turned on.
5.) Set your Spam Filter Guard to "Medium" (I tried "High" originally, but had to change it to Medium because I could not set up appointment robocall confirmations with my hospital.)
6.) On Call Blocking, turn on Anonymous Calls
7.) Save your changes.
Satch
0 -
call guard was on. Turned on Spam Caller ID and Anonymous Calls. Spam filter was already at Medium. No luck so far.
1 -
Hey @Johnsosr,
Does your landline ever ring and get calls like it normally should? If your landline rings like it normally should, do you ever get a normal caller ID alert from the person calling you? Or are you getting absolutely no legitimate calls on your Spectrum Voice Landline? What I mean by no legitimate calls is that does it happen where every single time a call comes to your landline, your phone never ever rings, and the Caller ID on TV shows a number not connected with your family, or friends?
Try unplugging your modem for five minutes and than reconnecting it, I wonder if there might be some bad data on the line?
Satch
0 -
caller ID shows up correctly on our phone, but nothing on TV. When numbers do appear on TV, they are not our calls and phone does not ring. When checking Call Log on caller ID log on DVR, they are all random calls, not our actual calls. I have already tried that with modem. However I did order a new modem today because I received notice from Spectrum about a better, faster modem available at no charge.
1 -
Thanks for the updates! @Johnsosr
I am starting to think that when you got this box swapped out that for some odd reason, the person who had it previously had Caller ID on TV and for whatever reason the caller ID data from the old account is "stuck" in your new account.
I have read that sometimes data can stick in a box for up to 72 hours when changed to a new account. For some odd reason, yours didn't purge as you have had this box for several months.
I would say after you get the new modem, install it and see if the bogus Caller ID numbers stop on the TV and it starts showing proper numbers. If this problem is not resolved with the new modem, call Spectrum and tell them your story.
Keep us posted through this process!
Satch
0 -
i think you are correct about the box. If the new modem doesn’t help I think I may need to swap out the dvr box again.
1 -
Temporarily disable the "Caller ID on TV" on the set-top box and then send a restart packet to the set-top box via or else the My Spectrum app as follows: hit Services, then TV/Streaming, then find the nominal appearance of the set-top box receiver to the upper-right (web portal) or else way down below (app). Hit that and then hit Restart Equipment and then after the STB has restarted, re-enable the "Caller ID on TV" and see what happens from there.
If the STB doesn't appear properly under Services — TV/Streaming, or if "Restart Equipment" isn't found thereunder or doesn't do anything, or if restarting and re-enabling doesn't do the trick, then i'd contact Spectrum support by telephone and try to get connected with a specialist who can verify and/or re-up the overall registration of the STB per se.
1 -
Temporarily disable the "Caller ID on TV" on the set-top box and then send a restart packet to the set-top box via or else the My Spectrum app as follows: hit Services, then TV/Streaming, then find the nominal appearance of the set-top box receiver to the upper-right (web portal) or else way down below (app). Hit that and then hit Restart Equipment and then after the STB has restarted, re-enable the "Caller ID on TV" and see what happens from there.
If the STB doesn't appear properly under Services — TV/Streaming, or if "Restart Equipment" isn't found thereunder or doesn't do anything, or if restarting and re-enabling doesn't do the trick, then i'd contact Spectrum support by telephone and try to get connected with a specialist who can verify and/or re-up the overall registration of the STB per se.
I agree 100% with @HT_Greenfield
Do what he suggests above. If that doesn't work, and the new modem doesn't work, call Spectrum to explain your story and do a reactivation of your box.
In other words, don't just swap out the box without calling Spectrum first. This is to avoid getting another box and having the same Caller ID problem!
Satch
0 -
I agree 100% with @HT_Greenfield
Do what he suggests above. If that doesn't work, and the new modem doesn't work, call Spectrum to explain your story and do a reactivation of your box.
In other words, don't just swap out the box without calling Spectrum first. This is to avoid getting another box and having the same Caller ID problem!
Satch
In addition to the above,
If you find the Caller ID bug distracting when watching a movie or any show, you can always turn it off in Settings. Just be sure to turn it back on before beginning any testing, or checks with new equipment. You probably already know this, but it can take Caller ID on TV up to 24 hours to activate on a swapped box. But maybe Spectrum can decrease that time if you call, or a tech needs to be dispatched to make sure it is working properly.
Satch
0 -
i have tried all of the above, short of replacing the modem, which is ordered but not yet received. No luck. I would also say this is a serious privacy issue. I certainly would not be happy if I knew some random person was receiving a list of all my phone calls. I have tried spectrum support in the form of both chat and phone contact.
1 -
Hello @Johnsosr;
I would recommend we try doing a reprovision of the modem to see if it helps. The internet and phone service will be down for a few minutes when this happens. If you have an approximate time on when you are available to do this then we can do the reprovision.
1 -
should I wait for the new modem?
0 -
The new modem will essentially do the same thing. If you would like to wait then you can.
1 -
can you explain how a reprovision is done? How do I initiate this?
0 -
Hello @Johnsosr,
Reprovisioning a modem is where Spectrum does what is called a "hard reset" of your modem. This is not a standard rebooting. They update firmware and the configurations to their network. Here is a more detailed description:
Reprovisioning a modem means having your Internet Service Provider (ISP) re-send configuration files to your modem to re-establish, update, or fix its connection to their network. It acts as a deep reset, often used when updating service speeds, activating a new modem, or resolving persistent connectivity issues.
Spectrum does the Reprovisioning of the modem from the office. All you have to do if you want them to reprovision your modem is pick a time when you are not using your Internet and give Spectrum that time to do the reprovision. It will take about 20 to 30 minutes, The moderator wants you to pick a time when you are not using the Internet because the Internet and modem will be down when the reprovisioning is happening.
They will only do the reprovision if you pick a time for them to do it by replying in this thread.
As @Edward_T said above, you can also wait for your new modem. The steps would be the following:
1.) Optional reprovisioning of the modem by you picking a time to do it or.
2.) Waiting for the new modem and having the new modem installed to see if that solves the spoofed caller ID on TV numbers issues.
3.) If we get down to step 2 and that doesn't work, getting a tech onsite to see what is going on with the Caller ID. than.
4.) Having the tech do onsight checking, and if he/she does not find anything, swapping out your cable box.
Satch
0 -
if possible please initiate this any time between 10pm tonight and 7am tomorrow.
if not possible tonight please initiate anytime after 9am tomorrow.1 -
Heard that. In the meantime, seeing as how the DOCSIS MTA is putting out the right Caller ID info and the STB isn't, just curious if you did get ahold of a support specialist who did verify that the STB is fully correctly registered with all of the correct account and apps server info/settings.
1 -
checked this morning and no change. Even reset/unplugged STB again.
HT Greenfield - not sure if a support specialist ever verified that the STB is correctly registered. How do I accomplish this. Can it be done remotely or should I just bring it in to my spectrum store?1 -
checked this morning and no change. Even reset/unplugged STB again.
HT Greenfield - not sure if a support specialist ever verified that the STB is correctly registered. How do I accomplish this. Can it be done remotely or should I just bring it in to my spectrum store?Good morning!
Sorry that this has been such a struggle! Next step is to get a tech out to your place. That way he/she can make sure Caller ID is working. I would hate to have you go to a Spectrum Store, swap the box, and this issue is not fixed. A moderator can set up the tech visit here at the forum and provide the background history, so you don't even have to call!
However, to be honest I don't think a new modem is going to do anything here. I would still keep and hook up the new modem, which will probably come today or tomorrow. That way you will have the latest equipment for the big high-split upgrade when it comes to your area. You will need to return the old modem to a Spectrum store, or go to UPS and say, "I am a Spectrum Customer" and they will take care of it. Make sure you get a receipt for the equipment exchange and keep it for your records.
The old modem needs to be taken back to Spectrum within two weeks of hooking up the new equipment.
I am about 80% sure this is a box issue, This is the first time that I have heard Caller ID on TV doing this! I have heard of the TV ID prompt not coming up, spam calls when the phone rings, but not just unknown caller ID numbers and the landline stays silent when they are shown on the screen!
I am getting very interested in this issue!
Satch
0 -
OK sounds like a plan. I know this seems very minor, but it’s just gotten to be an obsession with me lately. I will actually be returning the old modem to spectrum store here locally after the new one comes in, it’s just as easy as sending ups . If you can go ahead and set up that tech visit that would be great!
1 -
Hi, we were able to schedule the first available appointment for later today (Monday 3/30). Details can be found on the My Spectrum app or logging into your online account. You can also make changes to the appointment if the scheduled time is not convenient. Someone 18 or older will need to be present for the entire visit.
It sounds like the cable box may also need to be swapped. Please be aware that any recordings will be lost if the device is swapped, but many may be able to be found OnDemand.
Please let us know how the appointment goes and if it resolves the issue. Thanks!
1 -
just an update. Hayden from Spectrum swapped out the box about 2pm today. Still no change, still random calls which are not ours appearing. We will give it a day to see if any change.
1 -
still no luck.
0 -
Ok thanks it is turning into quite the mystery. So strange that it worked fine for years until the box change.
1 -
Thanks to all the mods and everyone for trying to assist with this issue!
Sorry @Johnsosr that you had to give up your box for this! At least, when the cause of this issue is discovered, it will go into Spectrum's Solution Database and hopefully techs will be aware of the solution in future training.
Many years ago, we had an issue where Caller ID on TV stopped working, and I can't remember how we got it working again, but a tech was here, Might have been because of that, but can't remember. This was back in the Time Warner Cable days. He said that "Caller ID on TV is considered a bonus. Their most important issues are dealing with service problems relating to TV, Digital Phone and Internet". (Mobile phone wasn't out yet.) The tech said that If your service is working, but caller ID on TV isn't, "it's not really a high priority on the fix chain."
Digger further at the time, I found out that the tech training is not very strong on Caller ID on TV functionality. Yet there are a lot of people who love the conveyance of Caller ID on TV! You can see who is calling without having your phone with you. For me and my family, it is much more than a "bonus." It is a wonderful helpful feature!
However, because Caller ID is offered on the phones and phone apps themselves, Spectrum and other cable/streaming companies no longer have Caller ID on TV on their streaming boxes anymore. Xumo's don't even have Caller ID on TV as an option.
Whatever this issue is has to be something related specifically to the transmission of Caller ID on TV through @Johnsosr's account. Somehow that relay data being sent back to multiple box receivers are spoofed numbers instead of actual phone calls. If this was happening to other customer's in @Johnsosr 's node, it seems that there would be a troubleshooting ticket on this, because I think that customers who have Spectrum Voice (landline service) would see this and would be concerned about privacy. I know I would be concerned.
It sounds like Spectrum's Caller ID relay system, specifically in@Johnsosraccount was hacked in some way. But not the actually legit phone numbers coming through on the regular phone caller ID unit(s.)Satch
0
