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1 Message

Wednesday, June 9th, 2021 6:18 PM

Calls being blocked or marked as spam on company caller ID

I work for a company that provides inmate phones. We have 50 or so jails and they all use the same phone number as outbound caller ID. For roughly 2 weeks we've seen a crazy increase in trouble tickets because calls are not going through, and we've found that calls are being blocked before they get to the customer phone or they are being marked as spam. Changing the outbound caller ID makes it work immediately. Confirmed in the office with workers who have ATT phones, none of them have ever had a spam call blocking app, and this only affects ATT and ATT adjacent (cricket, etc) numbers. What is the process to get this reversed? 

ACE - Expert

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34.3K Messages

3 years ago

AT&T primarily uses a company named Hiya to determine the reputation of callers.  You might want to contact them to see what they advise.

Here's instructions from Hiya's support site for reporting an issue:

https://hiyahelp.zendesk.com/hc/en-us/requests/new?ticket_form_id=824667

New Member

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3 Messages

2 years ago

I do not like the caller ID service that automatically blocks phone calls, showing Toll Free number and hide the actual phone numbers. How can I make incoming calls showing phone number instead of the “labeled” “Toll Free or Spam risk”?

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