by BCLew Investigator
Investigator

Different name being displayed when calling out

Hi,

 

We recently purchased a Samsung Galaxy S8 phone for a member of our organisation, which also has a new mobile number assigned to it. When they make a call to another Android device, someone else's name appears on the receipients display, who I'm assuming had the number previously!

 

I have called EE and they have no idea how this is possible and have suggested changing the number. As the member of staff in question is our site manager, he has already given his number out to contacts and would prefer not to do this if possible.

 

Has anybody else had any similar issues to this and/or have any ideas how to fix it?

 

Thanks in advance

18 REPLIES 18
by Brilliant Contributor
Brilliant Contributor

Re: Different name being displayed when calling out

Hello @BCLew

 

Welcome to the EE Community and thank you for posting today. Smiley Happy

 

By any chance the person you are calling (the Android phone where the name you don't recognise) hasn't got the number stored as a contact which is causing the confusion?

 

When you dial a number, only the number is displayed when you have "show caller ID" set up, the name on the phone or the name on the account does not show, so this can not be an EE account or network problem.

 

Unfortunately, I'm not an Android user, but @BrendonH is and he should be able to help you further. Smiley Happy

by BCLew Investigator
Investigator

Re: Different name being displayed when calling out

Hi,

 

No, we have tried several Android devices and the name appears.

by Brilliant Contributor
Brilliant Contributor

Re: Different name being displayed when calling out

What android device are the other person using do you know?


BrendonH (Android Expert) Samsung Galaxy S10+ (Pie 9.0)
If I have helped please click the THUMB/SOLUTION buttons below
by BCLew Investigator
Investigator

Re: Different name being displayed when calling out

Well, I know it's happened a few times when calling different people, but the only device I know for sure was his own personal phone, which I believe is also a Samsung Galaxy S8.

by
EE Community Support Team

Re: Different name being displayed when calling out

Hi @BCLew

 

Welcome to the community. 🙂

 

That's an unusual thing to happen.

 

The way that caller ID works is that the recipient's phone reads the caller's number, then associates it with a stored contact.

 

I think it is possible that someone else within your organisation has used this number before or (if the number has been changed recently) it hasn't updated on the SIM properly yet.

 

I have a few questions:-

 

Does the name that comes up on the recipient's phone ring a bell at all?

 

Is it a former employee or someone that used to use the SIM with a different number?

 

Or is it a newly connected SIM and contract with a brand new number?

 

Look forward to hearing from you.

 

Chris 

by BCLew Investigator
Investigator

Re: Different name being displayed when calling out

Hi,

 

Does the name that comes up on the recipient's phone ring a bell at all?

No, I have worked for the organisation for over 10 years and have looked after phone contracts for the company since being with EE, so I know that this has never been a member of staff.

 

Is it a former employee or someone that used to use the SIM with a different number? Or is it a newly connected SIM and contract with a brand new number?

The SIM belonged to our old site manager and the number was recently changed, but as I said the person who's name appears has never worked for our company.

 

I've never heard of this happening before.

 

by
EE Community Support Team

Re: Different name being displayed when calling out

Thanks for answering my questions, @BCLew.

 

Is the EE account a small business account or a corporate account?

 

Thanks

 

Chris  

by BCLew Investigator
Investigator

Re: Different name being displayed when calling out

It's small business

by
EE Community Support Team

Re: Different name being displayed when calling out

Thanks @BCLew

 

I've sent you a private message looking for a bit more information.

 

Please have a look at your inbox and get back to me.

 

Thanks 🙂

 

Chris

by Brilliant Contributor
Brilliant Contributor

Re: Different name being displayed when calling out

Hi @BCLew I suspect that you have the share details on in the smart call settings I’m not sure where this picks it’s info up from but you can turn it off 

 

see here you need to unselect share name and number 

 

http://www.deteched.com/2017/08/23/activate-spam-protection-smart-call-samsung-galaxy-s8/amp/

 

Does that make any difference?

 

I should add that this service is independent of caller Id so switching if off won’t make any difference to that it will still work correctly.

 

I have had calls from company’s that have come up with erroneous names and it was the feature I pointed to 

__________________________________________________________________________________________
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by Brilliant Contributor
Brilliant Contributor

Re: Different name being displayed when calling out

Exactly what I was getting at @Damienw1

 

Samsung started using this from S7 onwards.


BrendonH (Android Expert) Samsung Galaxy S10+ (Pie 9.0)
If I have helped please click the THUMB/SOLUTION buttons below
by
EE Employee

Re: Different name being displayed when calling out

Hi @BCLew and welcome to the community.

 

Has the above information helped at all 🙂

 

Many thanks,

 

Lee

by BCLew Investigator
Investigator

Re: Different name being displayed when calling out

Thanks @Damienw1, that's very helpful.

 

I don't have access to the phone at the moment, but I will try that and let you know.

by Brilliant Contributor
Brilliant Contributor

Re: Different name being displayed when calling out

@BCLew no worries your welcome let us know how you get on 

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by BCLew Investigator
Investigator

Re: Different name being displayed when calling out

@Damienw1 Unfortunately this setting was already off on the phone. I tried switching it on in the hope that it would update their database, but it hasn't. I've turned it back off now.

by
EE Employee

Re: Different name being displayed when calling out

Hi @BCLew

 

Have you spoken to technical support to look further into this for you?

 

Many thanks,

 

Lee

by BCLew Investigator
Investigator

Re: Different name being displayed when calling out

Hi @Lee_H

 

Yes, I've been told someone will be calling me back this week.

 

Thanks

by
EE Community Support Team

Re: Different name being displayed when calling out

Thanks for the update @BCLew

 

Let us know how you get on.

 

James

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