Caller ID troubleshooting

Screening calls is hard if your caller ID doesn't work. Here's help if you don't see proper caller ID, or if other people can't see yours.

 

If you're looking to supercharge your Caller ID and get the power to block unwanted calls and texts, check out T-Mobile Name ID.

 

 

Incoming caller ID

This is for problems with other people's names showing incorrectly on your phone.

 

  1. Add the contact to your phone book, and confirm their name is spelled correctly there.
  2. If the person calling you is on an account with multiple lines, the primary account holder's name may appear in the caller ID. Add the person's name to your phone book to show it instead.
  3. Uninstall any downloaded calling apps or caller ID apps.
  4. If the incoming call shows Unknown or Unknown Caller:
    • The caller's phone or network might be set to hide or block the caller ID for all calls. Your contact must ask their carrier for assistance.
    • Some landline numbers always display this due to the landline's network limitation.
  5. After checking the points above:
    • If you are roaming on another carrier's network (in the U.S. or internationally), caller ID may not work as expected. To check if the roaming network supports caller ID, Contact Us.
    • If you have no caller ID display at all, you may need to Contact Us to check that it is on your account.
    • If an incorrect caller ID displays, your caller must contact their carrier to correct any errors in their caller ID registry.

 

 

Outgoing caller ID

This is for problems with your name showing incorrectly on other people's phones.

 

  1. Check the type of account you have.
    • If you use a Prepaid account or are on a large government account, it does not include caller ID. Your caller ID displays as T-Mobile Wireless or Wireless Caller when working correctly.
    • If you use another type of account (such as postpaid), then continue to the next step.
  2. In your phone settings, find the Caller ID setting. It should be enabled to show the number or network default. (Visit the Devices page if you need help.)
  3. Uninstall any downloaded calling apps or caller ID apps.
  4. Restart the device.
  5. Have your contact confirm that your contact name is spelled correctly in their phone book.
  6. Have your contact check that they see correct caller ID from other cellular calls.
    • If they do not, they should contact their carrier to check account settings. They may need the feature added.
    • Some landline networks cannot display enhanced caller ID. In this case, it may only show some of your city/state, number, or Wireless caller.
  7. Call your contact again, and also call another mobile phone to test the caller ID.
  8. If your name has a misspelling or error on all outgoing calls, Contact Us to correct the account's caller ID registry.
    • T-Mobile needs to make these changes manually with our caller ID vendors.
    • Changes take up to 72 hours to complete.

 

If you do not want caller ID to show on an outgoing call, check the *67 call service on  Self-service short codes.