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Customer Advisory |
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| Voice Services |
| “Spam” & “Scam Likely” Labels |
| Understanding why calls get flagged and how to fix it |
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In This Guide
1. What Are Spam Labels?
2. Why It Happens
3. Register Your Numbers
4. T-Mobile Specifics
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5. Verizon Specifics
6. Samsung / Hiya Smart Call
7. Carrier Contact Directory
8. Important Disclaimers
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| Overview |
| 1. What Are “Spam” or “Scam Likely” Labels? |
| When a call is displayed as Spam, Scam Likely, or Potential Spam on the recipient's phone, it means a carrier or call-analytics provider has flagged the calling number as potentially unwanted, malicious, or fraudulent. |
| These labels are applied by third-party systems that score every call in real time. The scoring considers factors such as call volume, call patterns, number reputation, and whether the number has been reported by other recipients. |
| Key PointLegitimate business calls can be incorrectly flagged. If your numbers are being labeled, the steps in this guide will help you resolve the issue. |
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| Background |
| 2. Why Legitimate Calls Get Flagged |
| The FCC has tightened rules around illegal robocalls and spam calls. Voice providers are now required to use call-authentication technology (STIR/SHAKEN) and actively monitor their networks for suspicious activity. |
| This is good for consumers, but it also means stricter filtering across the board. Sometimes legitimate calls get caught in the net when they don't fully meet authentication or reputation standards. |
- High call volume from a single number can trigger automated flags
- New or recently ported numbers may not yet have an established reputation
- Unanswered calls — a high ratio of unanswered calls can lower a number's reputation score
- CNAM not configured — numbers without an Outbound Caller ID name are more likely to be flagged
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| Number Registration |
| 3. Register Your Numbers |
| The most effective step you can take is registering your business numbers with the major call-analytics providers. This establishes your numbers as legitimate and reduces the likelihood of spam labeling. |
| Free Caller Registry (recommended first step) |
| The Free Caller Registry allows you to register your numbers with First Orion, Hiya, and TNS in a single submission. |
| www.freecallerregistry.com |
| NoteRegistration through Free Caller Registry is temporary and must be renewed every 180 days. Hiya recommends also registering directly with each provider for a more permanent solution. |
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| Register directly with each provider |
| For longer-lasting registration, contact each analytics provider individually: |
| First Orion | www.calltransparency.com |
| Hiya | freecallerregistry@hiya.com |
| TNS | communications@tnsi.com |
| RoboKiller | partners@robokiller.com |
| TransUnion | Submit via TransUnion Registration-Redressal portal |
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| Carrier-Specific Guidance |
| 4. T-Mobile |
| T-Mobile uses a very aggressive spam filter. If your calls are being blocked or labeled for T-Mobile customers specifically, the recipient can manage this on their own device. |
| Scam Block dial codes |
| T-Mobile and Metro by T-Mobile customers can use the following dial codes from their handset: |
| Action | Dial Code |
| Disable Scam Block | #632# |
| Enable Scam Block | #662# |
| Check Status | #787# |
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| ImportantThese dial codes are specific to T-Mobile and Metro by T-Mobile customers only. Scam Block may occasionally block legitimate calls, which is why the option to disable it exists. Note that Scam Block does not filter calls from anonymous or unknown numbers. |
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| For additional information, visit T-Mobile's spam and call-blocking support page. |
| To report a mislabeled number directly to T-Mobile / First Orion: Report Improperly Identified Calls on the T-Mobile support site. |
| 5. Verizon |
| Verizon maintains its own spam-detection system. If your calls are being incorrectly identified or blocked on Verizon's network, you can report the issue directly. |
| Submit mislabeled-call reports at: www.voicespamfeedback.com |
| 6. Samsung Phones — Hiya Smart Call |
| Samsung devices use a built-in feature called Smart Call, powered by Hiya. This feature independently labels calls on Samsung handsets, even if the carrier has not flagged the number. |
| If your business number is being flagged specifically on Samsung devices, register your number directly with Hiya through the Hiya support portal or via the Free Caller Registry. |
| Reference |
| 7. Carrier & Provider Contact Directory |
| If your business phone number has been incorrectly flagged, submit a correction request directly to the responsible carrier or call-analytics provider listed below. |
| Carrier / Provider |
Call Label |
Contact |
| Altice | Fraudulent Call / Spam? | robocallmitigation@alticeusa.com |
| AT&T / Hiya | Spam Risk / Fraud Risk | Submit a request via Hiya support portal |
| Big River | — | 855-244-7483 |
| Comcast Xfinity | Blocked / High Spam Risk | Report potential call blocking errors; 844-963-0215 |
| C Spire / TNS | Potential Spam | askus@cspire.com; communications@tnsi.com |
| Fidelity | Fraudulent Call / Spam? | fidelitycommunications.com → Robocall Mitigation form |
| Frontier / Nomorobo | Robocaller | nospam@ftr.com; Nomorobo support portal |
| Lumen / Nomorobo | Robocaller | Nomorobo support portal |
| Midco | — | robocalling@midco.com |
| Sinch | Potential Risk | iq-noc@sinch.com; TransUnion Registration-Redressal |
| Spectrum / TNS | Spam Likely | reportspam.spectrum.com/charter |
| Telzio | Fraudulent Call | support@telzio.com; 888-998-9080 |
| T-Mobile / First Orion | Scam Likely | Report Improperly Identified Calls (T-Mobile support) |
| Truecaller | Spam | support@truecaller.com |
| US Cellular / TNS | Potential Spam | communications@tnsi.com |
| Verizon / TNS | Potential Spam | www.voicespamfeedback.com; communications@tnsi.com |
| Windstream | Fraudulent Call / Spam? | Windstream.Robocall.Mitigation@windstream.com |
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| Disclaimers |
| 8. Important Information |
Please Note
FirstDigital does not control spam labeling decisions made by third-party carriers or call-analytics providers.
FirstDigital cannot submit spam label removal requests on behalf of customers.
Spam labeling reviews must be requested directly through the responsible carrier or analytics provider.
Resolution timelines vary by organization, and FirstDigital does not have visibility into their review processes or expected completion dates.
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| FirstDigital · Customer Advisory · Voice Services |
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