Problem Description
Outgoing calls may be displaying “Spam” or “Survey” instead of the normal caller ID. This labeling is applied by the phone carriers or call-blocking apps — not by your E-Metrotel service nor UCX system.
In the U.S.
Why are Calls labeled with “Spam” or “Survey”
The “Spam” or “Survey” label on a Caller ID is typically applied by carriers (e.g., AT&T, Verizon, T-Mobile) or third-party call-blocking apps (e.g., Hiya, Truecaller, FirstOrion) when they identify a phone number’s calling behavior as consistent with spam or survey-related activity. The label is part of a broader effort to protect consumers from unwanted calls, including robocalls, telemarketing, and scams, as mandated by the FCC.
How to Fix or Dispute the label
To reduce or remove the “Spam” or “Survey” label, you need to improve your phone number’s reputation, ensure compliance, and dispute incorrect labels.
Here are the steps to take:
- Call Transparency: Register at https://calltransparency.com/ to verify your business identity and number(s). This signals to carriers that your number(s) are legitimate.
- Hiya: Submit your number(s) for verification at https://hiyahelp.zendesk.com/hc/en-us/requests/new. Hiya powers labeling for AT&T and others, so correcting their database is critical.
- FirstOrion/PrivacyStar: Report mislabeling at https://callreporting.t-mobile.com/ (used by T-Mobile). Provide evidence of legitimate survey activity.
- TNS: Use www.reportarobocall.com to dispute the label. TNS influences multiple carriers’ analytics.
- Free Caller Registry: Register with https://freecallerregistry.com/ to validate your number(s) across major carriers.
In Canada
Why are Calls tagged with “Spam” or “Survey”
Canadian carriers (e.g., Rogers, Bell, Telus, Videotron, Koodo, Fido, etc.) and third-party apps (Hiya, Truecaller, FirstOrion) automatically label numbers that exhibit calling patterns associated with surveys, telemarketing, or robocalls.
This is part of CRTC (Canadian Radio-television and Telecommunications Commission) regulations to reduce spam calls.
How to Fix or Dispute the label
Since carriers and call-filtering services control these labels, you may have to take the following steps.
Register Your Number with Call Transparency Services
- Canadian Caller ID Registry (CNAC): https://www.cnac.ca
- Hiya (Canada): https://hiya.com/ca (Submit a request to correct labeling)
- FirstOrion (T-Mobile & Canadian carriers): https://www.firstorion.com/contact
Contact Canadian Carriers Directly
If your calls are being mislabeled, reach out to the major Canadian carriers:
- Rogers
- Bell
- Telus
- Videotron
- Koodo (Telus subsidiary)
- Fido (Rogers subsidiary)
Ensure Compliance with CRTC Rules
- Register legitimate survey numbers with the National Do Not Call List (DNCL) exemptions: https://www.lnnte-dncl.gc.ca
- Follow CRTC’s Unsolicited Telecommunications Rules to avoid flags.
Report Mislabeling to the CRTC
If your calls are legitimate but wrongly flagged.
- Canadian Spam Reporting Centre: https://fightspam.gc.ca
Key Differences for Canada vs US
- Regulator: CRTC (not FCC)
- Do Not Call List: Canada has its own https://lnnte-dncl.gc.ca/.
- STIR/SHAKEN: Canada enforces call authentication to combat spoofing.
Additional Tips
- Reduce call volume frequency (high outbound calls in short periods trigger flags).
- Avoid calling numbers on the DNCL unless you have explicit consent.
- Check if recipients are using call-blocking apps (e.g., Hiya, Truecaller) that may apply the label.
