What to Do When Smart Caller ID Shows the Wrong Name

Summary

• Smartphones often override business caller ID using third-party databases, leading to incorrect names showing up on customer phones.
• Caller ID evolved from analog signal encoding in the 1990s to modern SIP-based systems, but name display is still inconsistent across devices and carriers.
• The three most common causes of incorrect business names are saved contacts, ignored CLID data, and crowd-sourced caller ID apps like Hiya or Truecaller.
• To fix name errors, businesses can register their numbers with Hiya for free and update listings across other major caller ID platforms and directories.
• While PBX systems can set outbound caller ID, many carriers override this data—so businesses should also use branded CNAM, smart caller ID tools, and consistent number practices. Working with experienced telecom professionals to fix issues with your system can help.

Why it happens, how caller ID has evolved, and what your business can do about it—today.

If your business name is showing up incorrectly when you call a customer, you’re not alone—and the issue isn’t always with your phone system. Today’s smartphones use a mix of traditional caller ID systems and third-party data sources, which can lead to some confusing results.

At Atcom Systems, we’ve spent years modernizing telecom infrastructure for businesses across Canada—so we know this particular problem extremely well. Here’s a look at how caller ID works, why the name people see might be wrong, and how to fix it.

A brief timeline of caller ID technology in Canada

Understanding the evolution of caller ID helps explain why these issues happen—especially in the age of smartphones.

• 1990s: Caller ID launches on analog phone lines. Caller ID was introduced as a digital add-on to analog service. Names and numbers were encoded in an audio signal between the first and second ring. If you answered too quickly, you didn’t see the info.
• 2000s: PRI and digital lines expand business control. With the adoption of digital PRI and VoIP lines, businesses could begin sending their own caller ID (CLID) information. The number and name were often set by the business’s PBX system and passed through in call signaling packets.
• 2010s: SIP and VoIP systems dominate. SIP trunking and cloud PBX platforms became the norm. These systems pass caller ID using SIP INVITE packets—but receiving carriers often override this data with their own lookup services.
• 2020s: Smartphones get “smart” about caller ID. Phones from Apple, Samsung, and others now use third-party databases to identify incoming calls. If a phone number isn’t saved in the user’s contacts, the device may query a cloud service like Hiya or Truecaller to suggest a name.

Why your business caller ID may be showing up wrong

If your customers are seeing the wrong business name—or something totally unrelated—there are a few likely culprits:

1. Saved contacts override your info

If a recipient has saved your number incorrectly (e.g. as “Plumbing Guys” instead of your official name), their phone will display the saved name no matter what information you send.

Fix: This one’s pretty easy. Just ask the customer to update or delete the contact.

2. Receiving carrier ignores your sent CLID

Some telecom providers still query the Line Information Database (LIDB) for names instead of showing what your phone system sends. If your info isn’t listed correctly in their database, it may show up as blank, outdated, or incorrect.

Fix: Contact your telecom provider and ask if they support LIDB updates for your number. Some providers offer branded caller ID (CNAM) management services.

3. Smart Caller ID from third-party apps

Many smartphones now cross-check unknown numbers with third-party services (e.g. Hiya, Truecaller, or Samsung Smart Call). These databases are compiled from public sources, business directories, and even user-submitted info.

Fix: You’ll need to update or correct your listing in the third-party database.

How to update incorrect smart caller ID using a third-party service

If your business number is showing the wrong name on customer smartphones—even though your phone system is properly configured—there’s a good chance it’s being mislabeled by a third-party caller ID database.

Many smartphones today (especially newer Samsung and Android devices) use a service called Hiya to identify incoming calls. If Hiya’s database has the wrong info for your number, your customer’s device will display that name—not the one you’re sending through your phone system.

Here’s how your business can fix it and stop this issue from happening:

1. Create your free Hiya account. This is quick and easy—you can do it here. Your business information will be verified during the sign-up process to ensure the accuracy of the information you’re providing.
2. Submit your numbers in the self-service console. Once verified, your phone numbers will be registered across Hiya’s global network—no separate submissions for each carrier.
3. Manage your numbers anytime. Log in to the console to add or remove numbers and confirm their registered status.

You do not need to be a Hiya customer to make this request. It’s free and open to business owners who want their name to display correctly on outbound calls.

For broader accuracy, you should also check your listing on other smart caller ID services:

• Truecaller: Submit a verified listing or correction request through their business portal
• Carrier CNAM: Your telecom provider may be able to register or update your caller ID name in the national CNAM/LIDB databases (though this doesn’t affect all smartphone apps)

Here’s a tip: Many smartphones pull caller ID data from multiple sources. To make sure your number is always showing up accurately, it’s worth updating every major service where your business might appear.

Can you control the caller ID name from your PBX or SIP trunk?

Yes—but only partially. When using SIP or PRI, your PBX or hosted phone system may allow you to set the outgoing caller ID name and number. However:

• The number is usually passed reliably
• The name is often stripped, ignored, or replaced by the receiving carrier or phone OS

In other words, just because your phone system sends a name doesn’t mean the person on the other end will see it.

To improve your chances:

• Use a telecom provider that supports CNAM or branded caller ID services
• Submit your correct name to major caller ID aggregators (like Hiya or Truecaller)
• Keep your business name consistent across all directories and listings

Learn more about VoIP troubleshooting here.

Best practices for businesses

Here are a few steps to help ensure your caller ID looks correct to as many people as possible:

• Check your outbound settings. Work with your PBX admin or VoIP provider to make sure the correct CLID is being sent from your system.
• Update third-party listings. Correct your business name in Hiya, Truecaller, and other smart caller ID databases.
• Use a recognizable number. If possible, use a single business number across all departments. Rotating through multiple lines can confuse customers.
• Enable branded caller ID. Some carriers now offer paid services to push your business name or logo on outbound calls. Ask your provider what’s available.
• Educate your staff. If customers report seeing the wrong name, document it. The more detail you have (phone type, carrier, region), the easier it is to diagnose and fix.

Make Caller ID Corrections Even Easier: Talk to Atcom

Atcom Systems has helped Canadian businesses troubleshoot voice systems for over 30 years. Whether you’re running an on-prem PBX or a hosted solution, we can help ensure your outgoing calls look clean, professional, and trustworthy.

Want to find out why your caller ID is showing the wrong name—or how to fix it for good? Talk to one of our experts now and get a quote for the services you need.