Try menu-customer support-top support tools- caller I'd.
See if that fixes it.
Are you using FIOS router as primary?
If not, that could be the issue.
If so, will have to try support.
Either by phone, twitter (@verizonsupport) or on https://www.dslreports.com/forum/vzdirect you can post an issue and it will be handled by FIOS tech. You will need to register for that forum to use it.
Has caller Id ever worked for you ?
Caller Id does not work if you are viewing something prerecorded say from Netflix or other source.
Here's a good ref for you.