Caller id not showing date & time of incoming calls

Teacher

Caller id not showing date & time of incoming calls

On an incoming call the the caller ID shows the party calling and their phone number, but does not display the date and time of the call. It used to, but it stopped doing it after the last outage we had. The date & time is set on my phone, it just does not show up on the caller id, there are just dashes like this: --:-- & --/-- for the date & time for incoming calls. I have a Motorola NVG510 if that helps at all. It doesn't make sense why it worked for about 8 months & then just stopped a few days ago.

Message 1 of 18 (2,669 Views)
ACE - Master

Re: Caller id not showing date & time of incoming calls

[ Edited ]

Try resetting the NVG510 and see if that fixes it.  If it still does the same thing, do you have another phone or one of the old caller ID boxes you could plug right intot he AT&T router?  Just trying to see if it's the phone or AT&T.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 18 (2,656 Views)
ACE - Expert

Re: Caller id not showing date & time of incoming calls

acluch - It does sound like the data is not getting to your phone. If it was an option on your phone to display or not I doubt you would see the the dashes in the place it belongs.

If you can borrow another display to verify it is not the phone, it would be a good step.

Next would be to reboot the NVG510.

If that does not work, call in and report it for repair.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 3 of 18 (2,653 Views)
Teacher

Re: Caller id not showing date & time of incoming calls

[ Edited ]

The modem was reset during the outage we had & it was after that, that the time & date stopped showing up for incoming calls. We had a tech here yesterday fixing our line because of all the outages we were getting & we asked him about the time & date thing, he said he had no clue why that was happening & said to wait a while, it might come back. Well it hasn't, it has been doing it since Monday, since the modem was reset. We did check to make sure that the phone line was registered on the modem & it is. After it was reset it took a while before the phone line was showing up as being registered on the modem. We do not have access to a different phone to try.

Message 4 of 18 (2,638 Views)
ACE - Expert

Re: Caller id not showing date & time of incoming calls

acluch - Yes, I know it started from a reset. Possibly, because it was not reset correctly. Hopefully, that is what happened. The cure is to do it again and hope it is done correctly. Sometimes, it takes more than two or three tries. The only way to find out is to try it. It does not cost you anything. Just do not do it while recording.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 18 (2,633 Views)
Teacher

Re: Caller id not showing date & time of incoming calls

When it was reset during our outage, it was reset on the ip address page. We had did the restart the gateway several times but it did not help so we were told to do the reset instead. After we did the reset the ip address page showed our phone was not registered & that was when our problem started. After the tech was here the other day, the phone is showing up as registered but we still do not get date & time on incoming calls. The time & date is set on our phone, but it just does not show up on caller id of incoming calls. Are you saying to reset or restart, there is a difference. If I reset it again it is going to unregister our phone like last time. Restarting the gateway I can do, but I think if I reset it again, it will mess up the phone line because it unregisters it & it would be not configured. I do not have any clue on how to even go about registering the phone line. It was the resetting of the gateway that started our problem to begin with.

Message 6 of 18 (2,576 Views)
ACE - Expert

Re: Caller id not showing date & time of incoming calls

acluch - I see now we are coming from very different places. I was thinking of a simple process that simply involves removing power for a half a minute. I would normally call this a reboot. It is the kind of thing that is first suggested when there is any computer problem. It is so frequently suggested that it is usually considered a waste of time (cliché) . But, it frequently does work. It should never introduce a problem.

A reset to factory defaults (red button on RG) would be more powerful. I would not expect it to unregister the phone. But, I do not have experience on that.

The odd part about your problem is that it is trying to fill in a format instead of just ignoring the info & leaving a blank space.

Please post the model of your phone & I will look for the manual to see if it offers any suggestions.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 18 (2,572 Views)
Teacher

Re: Caller id not showing date & time of incoming calls

My phone is a vtech cs6429-2. But I don't believe it is a phone issue, it is a caller id issue on AT&T's side. Because the phone gets its caller id info from AT&T. Like I said before the caller id was working until the gateway was reset during our outage, but this is not the first time AT&T has messed up our caller id. To be honest we have had nothing but trouble ever since we have gotten uverse. We never had any problems when we had the regular phone & dsl. But we were told that where we live, that we have to have uverse, that the only way you could have the regular is if you already had it when the switch happened. But we had moved so now we are stuck with the uverse. We are about ready to demand that we get a regular phone line & dsl, if we continue to have the same problem then that is what we will have to do.

Message 8 of 18 (2,569 Views)
ACE - Expert

Re: Caller id not showing date & time of incoming calls

acluch - I was not looking to blame the phone. Just looking for ideas & I did not find any. Just one more thing to ask - It sounds like the phone base is plugged directly into the RG tel jack. Is that true? Or, is house wiring connected as well?

If house wiring is involved it could be killing the data for the timestamp. Please test the phone plugged in to the RG by itself. You do not have any filters plugged in to any jacks??

Did you try the pull the power reboot?

If att cannot fix it, you can have Plain Old Tel Service with U-verse. That is what I have. They are phasing out DSL, so they can block you from DSL service. They want to do the same for POTS. But, the regulations do not prermit preventing you from having POTS, so, they cannot block you.

Perhaps it is time to involve customer care - send them a PM regarding this issue using this link - http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 9 of 18 (2,564 Views)
ACE - Expert

Re: Caller id not showing date & time of incoming calls

[ Edited ]

I thought I'd check this to confirm.  From the online manual for this phone (at http://s3.amazonaws.com/szmanuals/e35510e699c7651c1b9a1be374b39ca4 )

 


The time and date are sent by the telephone service provider along
with the call information.


So, the date and time aren't from the clock on the phone itself, but in the message with the phone number.  I suppose it's possible that the phone number would arrive in the data packet in good shape while the time data is so corrupted it's not readable due to wiring problems, but I wouldn't bet on that.  I think it's more likely the NVG 510 isn't sending it.

 

In your position, I would click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 18 (2,561 Views)
Teacher

Re: Caller id not showing date & time of incoming calls


JefferMC wrote:

I thought I'd check this to confirm.  From the online manual for this phone (at http://s3.amazonaws.com/szmanuals/e35510e699c7651c1b9a1be374b39ca4 )

 


The time and date are sent by the telephone service provider along
with the call information.


So, the date and time aren't from the clock on the phone itself, but in the message with the phone number.  I suppose it's possible that the phone number would arrive in the data packet in good shape while the time data is so corrupted it's not readable due to wiring problems, but I wouldn't bet on that.  I think it's more likely the NVG 510 isn't sending it.

 

 


I already knew this, that is why in my former post I said that " But I don't believe it is a phone issue, it is a caller id issue on AT&T's side. Because the phone gets its caller id info from AT&T." Caller id info does not ever come from your phone, it comes from your phone company. That is also why AT&T has a habit of changing the time on my phone & I have to manually change it to the correct time. AT&T themslves claimed they were not responsible for that until I proved them wrong. Then all of a sudden they fixed the problem & when someone called it actually kept the correct time. Until daylight savings time came for us & AT&T decided to change the time back an hour almost 2 weeks too early.

 

Anyways, I have restarted my NVG510 & then made a call to myself from my AT&T phone features page online. When the phone rang it did say the time & date on the caller id. So hopefully it is fixed. I will have to see next time someone else calls me.

 

By the way to answer aviewer, my phone is not plugged into a phone jack & there is no filter. The NVG510 is plugged into the phone jack & my phone is plugged into the NVG510.

Message 11 of 18 (2,539 Views)
ACE - Expert

Re: Caller id not showing date & time of incoming calls

The phone number must come from the phone company, as the phone has no way to determine it itself.  The phone company should also provide the date/time information, but a phone with its own clock could choose to time stamp it using its own clock (I don't know that any do, just that it would be possible).

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 12 of 18 (2,534 Views)
Teacher

Re: Caller id not showing date & time of incoming calls

That is what I had said. I said that the phone gets the caller id info (date, time, number, etc...) from AT&T, which is the phone company. I never said that it did not come from the phone company, I never said that it came from my phone, that would be impossible, the phone itself does not have that capability. It needs the info from AT&T. I can manually set the date & time on my phone, but when someone calls, the info sent from AT&T (the phone company) changes it, if the date & time I have set differs from AT&T.
Message 13 of 18 (2,520 Views)
ACE - Expert

Re: Caller id not showing date & time of incoming calls

If AT&T wasn't sending the date and time, how did your phone change to it?

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 18 (2,518 Views)
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Teacher

Re: Caller id not showing date & time of incoming calls

If your talking about when someone calls & it updates the time, then that was before the issue of the time & date not showing up on caller id. My post that is a couple up that said "That is also why AT&T has a habit of changing the time on my phone & I have to manually change it to the correct time. AT&T themselves claimed they were not responsible for that until I proved them wrong. Then all of a sudden they fixed the problem & when someone called it actually kept the correct time. Until daylight savings time came for us & AT&T decided to change the time back an hour almost 2 weeks too early." That was just me complaining about what AT&T keeps doing.


Message 15 of 18 (2,501 Views)
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