Pam613's profile

Contributor II

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105 Messages

Sunday, February 3rd, 2019

Closed

Call history in phone tools

My call history in phone tools hasn't worked for about a month now and I'm given all different responses from Cox reps from they've opened a ticket & are escalating the problem & are working on it to it can't be fixed since I'm on the legacy platform & they're changing everything to the voice platform. What is the true story here? I've read on different forums here that this is not a new problem. Why weren't we notified of the change in advance and why can't call history be kept working until they make the change? I'd like one honest answer here rather than being told a bunch of different stories.......I just want my call history fixed. I'm in the RI area.

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New Contributor III

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30 Messages

7 years ago

Try pulling the plug and then put it back in again to re-boot.  It worked for me a month ago with the same type of problem.  At least you didn't get 'Your wait time is greater than 10 minutes'..........

New Contributor II

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3 Messages

7 years ago

i have been told it is my browser...my phone...my internet cookies...my modem...i have been transferred  and asked to wait 80 minutes...then dropped...all they do is ask for name and address and phone number...repeatedly...

Contributor II

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105 Messages

Originally I was told it's working for everyone else. Got all different answers depending on who I spoke to. Just drop our current services with no notice & increase our rate!

New Contributor II

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3 Messages

unfortunately the call reps probably a)have a script they need to follow and b)dont have the information they need

Honored Contributor

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2K Messages

6 years ago

Pam613, I am having the same problem.  Has your missing call history at https://phonetools.cox.com ever been fixed and if yes, what did Cox do to fix it?  Thanks.

Contributor II

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105 Messages

Curt, it was missing on cox.com as you mentioned & on the connect app. It didn't worked for over a month & I posted here numerous times, spent hours on the phone & chat with Cox & have over80 emails between us. I just kept at it & it's finally at a point where it's now working but I have my fingers crossed because it worked before & went down again. Supposedly they're updating the phone platform.

Honored Contributor

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2K Messages

Pam, I admire your dedication.  Perhaps you helped blaze a trail that will enable Cox to figure out how to fix it for everyone else.

Contributor II

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105 Messages

Curt, they don't do anything about it unless you're insistent on them fixing it. I had to repeatedly post on this forum to keep it public.....I'm really surprised they didn't lock the threads. I also told them I expected a credit on my bill because my phone features were not working for over a month. Good luck!

Honored Contributor

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2K Messages

Pam, I emailed cox.help@cox.com last night and spoke to two of the Cox Social Media Support Specialists who monitor that account.  They were both very nice and helpful and they remember you.  There are still 24 hours remaining on the 72 hours I was told for the fix to my missing call history to be completed.  But, as of last night, my ticket was still open and work on it had not been started.  BTW, did you get a credit? 

Contributor II

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105 Messages

Yes I did get a credit, not a lot but still I felt like I derserved something. It's not surprising that they remembered me......I must have conversed with over 25 different reps. They gave me a time frame that it would be fixed by too but it wasn't within the time they stated. From when I first contacted them to when it was finally fixed was about 3 1/2- 4 weeks. Are you also in the RI area? My mom's call history was down too & hers was fixed when mine was......she lives on the same street as me.

Contributor II

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105 Messages

6 years ago

Voice tools messed up again.......not showing outgoing calls & time is wrong on incoming calls. There is a red bar across the top of the page that I've never seen before . What's going on Cox?

Honored Contributor

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2K Messages

I saw that too.  The message on the red banner reads: "This is the 'dark-silo' Voice Tools environment (PRODB) used for internal beta testing purposes only."  It kind of looks like Cox was doing some testing and the test environment made it into the customer, production environment.  Either that or they meant to move it to production and forgot to remove the test environment banner.  Oops!

I deleted a voice-mail and the time in "Voice Tools" changed for that call from being about the same as the time in the call history stored locally on the DVR to being an hour earlier.

Contributor II

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105 Messages

Curt, this banner has been there for a few days that I noticed & I think the time is wrong since changing the clocks ahead. My email just got hacked again too.

Honored Contributor

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2K Messages

If you're right about the times being wrong since the time change, then it will probably fix itself in November.  😬  Sorry to hear your email got hacked. 

Former Moderator

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1.5K Messages

Hi Pam, can you please include a link to this forum thread and email us at cox.help@cox.com, so it can be investigated further? -Kevin M. Cox Support Forum Moderator

Contributor II

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105 Messages

Kevin, I went all through this for a whole month before & I really don't feel like dealing with it again now. Between this & my emailed being hacked again it just seems that Cox is lagging keeping up with the times & fixing customers problems as noted on all the posts on this forum.

New Contributor II

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6 Messages

6 years ago

I used the Cox Connect app for checking my call history. Even though the time stamps were off (I don't know which time zone they use), I could at least see the history. Today, when I tried to use Phone Tools in the Cox Connect app to check my call history or change my phone settings (e.g., call forwarding), it sent me to a web page where it asked me to log in.

If I have to go to a web page, I might as well do it directly. So I deleted the app as phone tools were the only use I had for it.

Oh, and I did log in to the web page the app sent me to . It had my incorrect ZIP Code, and said "we do not offer service in your zip code [sic]. " So the app is worse than useless if all it's going to do is send me to a wrong link.

Since customers can no longer send emails or fill out forms to provide feedback, I called Cox. The rep said he is no longer able to send feedback to Cox either.

Maybe I'll write a letter.

Former Moderator

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1.5K Messages

Hi Kedavis, can you please go to phonetools.cox.com, and see if the call history displays on the website? Cox is currently in the process of migrating customers to a newer phone platform. Soon, you will be able to access the Cox Voice Everywhere app, http://bit.ly/2KPDBWQ. If you have any additional questions or concerns, please don't hesitate to include a link to this forum thread and email us at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator

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