Call History Not Working

It's not just an isolated issue for MasterMyDomain  because it doesn't work for me either.  Sign in to Phone Tools appears normal and the webpage loads, but no call history displays.  Changing selection options has no effect.  Are you not able to replicate the issue?  Have you tried?

CurtB's description of the problem is accurate.  Just now I unplugged the Cable/Phone modem for 5 minutes, then plugged it back in but it did not fix the problem.  I also checked the phone addresses and they are all there. The Caller ID problem fixed itself several days ago.

Maybe it's a coincidence, but after the Call History stopped displaying any calls on Dec 13, all robocalls have stopped ringing the phone or going to my answering machine.  Is Cox blocking all robocalls and that is causing the Call History to fail?  Both the phone and answering machine work when I call on my cell phone and my wife's.  Without the call history I can't tell if the robocalls are being blocked but being posted there.  For reference, in November I had 88 robocalls and 10 (11%) were blocked by Cox.  For Dec 1-12 there were 54 robocalls and 16 were blocked (30%), a big increase in the blocked percentage.  All the blocked calls appeared on the Call History when it was working.  

I also emailed this to Cox.

Deleted duplicate post I sent.  Sorry.

Happy to report that a robocall's Caller ID appeared on my TV this morning and went to my answering machine, thus I am still getting them.  Never thought I'd say that 🤣.  So not all robocalls are being blocked and that's not the cause of Call History still not working.

not_important Sorry you're having trouble with viewing your call history. Please send an email to cox.help@cox.com and include your full name and address along with a link to this Forums post. Thanks! 

When people report issues with a Cox website in this forum, do moderators no longer make any attempt to replicate the issue?  Do they not check to see if the issue has been reported to their vendor or the appropriate technical support personnel?  If it hasn't, do they not report it?  Multiple forum users have reported the same issue with Call History.  It should be apparent there's an issue with the website.  What's to be gained by requesting a forum user email their personal information?

CurtB, yes to all of your questions. We ask for the account information for multiple reasons and just to name a few, 

-check to see if there is a pattern of the area(s) it is happening in.

-when we do report it, we have the customers information to follow up with them as well. 

-It makes it easier for us to track. 

-allows us to add notes to the customers account to show the history of the issue for all agents to see, not just our team. Customers like to reach out on multiple platforms and if they do, they will at least know what we did on our end. 

That's good.  But it would be helpful if you also acknowledged in this forum when there's a known issue and if it's been reported.  A progress update would also be helpful if relevant information is available.  Users would be less likely to feel they're getting a scripted response.

Completely understandable. At this time, there is not a known issue. So we are working towards providing as much information as possible to our backoffice teams who will advise us if that changes. Thank you for your assistance in helping to bring attention to this issue. 

thank you for all the effort - Cox support is useless most times and it used to be the forum moderators did something - this issue I was told to email, which I did not.  I agree instead of saying network looks good they should state any known issues but there are probably SOOOOOOOOOO many.  Thanks again - I will just keep checking daily like I've been doing.

I talked to 2nd level tech 3 weeks ago about this problem and his answer was the same - the issue is known and being worked on. I was told I would get a follow-up email by the end of that week. It never came. And the BLANK call history page is still BLANK. What gives with this??????

Happy to report problem resolved.  Talked to 2nd level help from Tod, and got a simple solution. He walked me though setting up my voicemail, get the VM that had slipped thru, deleted it and then he deleted my VM box. He did say there was a glitch that let a VM go to a turned off VM box, but now I got a way to fix it till they get the call history problem fixed. thanks

The current issue with Call History prevents voice mails from being displayed.  The only way to know you even have a voice mail, from viewing Call History, is to select the 'Voice Mail" tab and not see the message "You have no voicemails."  If you do have voice mail, the tab will be blank.  You can't delete voice mail using Voice Tools.  However, your phone will sound a stutter alert in place of the normal dial tone to indicate you have a new voice mail.   You can delete voice mail with your phone.

1. Enter *298 on your phone.
2. Press 1 to listen to the voice mail.
3. Press 3 to delete it.

The "All' tab is now displaying call records, but each call is included on two rows.

Missed spam calls have a red font with the SPAM?caller info/phone number and no incoming/outgoing icon.  The other row has a gray font with no caller information and an incorrect outgoing icon.

Both rows for missed non-spam calls have a gray font.   One includes phone number (no name) and correct incoming icon and disposition.  The other has no caller info and an incorrect outgoing icon.

The order of the two rows is inconsistent.

The two rows are not kept together when sort is by 'Calls' (caller info/phone number).  The rows without caller info sort first, followed by the missed call row. 

Update: Call records were displayed in "All" tab for one day only and only calls made/received that day. 

Immediately after sending myself a voice mail, all call records in the 'All' tab disappeared.  The 'All" tab contained call records prior to sending the voice mail.  See my previous post.

Thanks for all the details.  Mine still shows nothing.  On Dec 17 Cox sent an email, "The ticket submitted for this issue is marked resolved and we have verified the fix for many individuals, I am so sorry you are still having this issue. I would like to correct the entitlements for you and have you report back if you are able to view the call history afterwards."  Nothing changed after that so I sent them the following, "This also happened 3 years ago and my Call History did not work for 126 days.  I lost a week of calls.  Perhaps the solution that was done then will work now."  I included the link to that old topic on the Forum.  As of an hour ago the report still shows no calls for any of the options.

The "All' tab only displayed calls made or received yesterday.  They all disappeared from the "All" tab shortly after midnight and no calls are displayed now.  The "Missed" tab still displays missed calls for the selected days.  None are from today though.  Does your "Missed" tab not display missed calls?  It's odd how this issue affects users differently.

If I don't have voice mail, the 'Voice Mail" tab displays "You have no voicemails".   If I do have voice mail, the display is blank.  That's an undocumented feature.  Personally, I prefer the old method where the call record for a voice mail was actually displayed.  😉    

Cox's provider needs a test environment and should properly test before deploying changes to customers.

I took a closer look at the call records in the "Missed" tab and I don't think they were to me.  

My "Missed" tab displays nothing now or since this problem started.  Neither do the "All" or "Voice Mail" tabs.  I've been calling from my cell phone every day but not answering it and sometimes get a robocall, also not answered.  Unblocked robocalls are still near zero after averaging 10 a day for a long time.

MasterMyDomain  I received this from Cox 12/23: "We received an update that the call history records are being pulled and sent in the correct order and format. Please let us know if you’re still having issues".  I'm not sure how sort is pertinent for a database.  Maybe they meant it was corrupted and is being rebuilt

Don't get too excited though.  Cox's provider never gets in a big hurry to fix Phone Tools issues. I think their approach may be "Let's try this and see what happens.  If it doesn't work, someone will complain".  Maybe they'll try something different this week.  Cox will never tell us what caused the issue, but it would be pretty cool if they notified us after it's been fixed that it was what you reported. 

I received the same email and replied to them that the problem was not fixed.  On the evening of 12/23 they replied "Our back-office team is aware that this issue still exists. They are working towards a fix." 

Here is another clue about robocalls possibly causing the Call History Report to not display any calls.  A bank called me to provide a security code when I was logging in to my online account with them.  The call did not come through - - the phone did not ring.  Tried it twice.  The bank's number is not in my Cox phone address book, so either Cox labeled this number as Spam? or only numbers that are in my address book are getting through (I've tested with 7 different phones which all rang my phone & displayed the Caller ID on my TV). 

By the way, I emailed my robocall suspicions to Cox a few days ago (for the second time) and their response was "What is a robocall."

I may have asked you this already but, do you use Voice Tools Spam Blocker?  I've had verification calls that didn't go through until I allowed all calls.  I know email providers don't determine what's spam.  It's done by online security companies.  Cox probably uses a third-party security company to identify voice spam.

Moved.

MasterMyDomain   There's a new bug in the forums that's causing email notifications like the one above to be generated in error.  Do you remember what you did that could have triggered it?  

It was my fault, my sausage-like fingers clicked as the cursor was moving over the Mark as Solution box.  I checked it again to unmark it.  This mouse contraption thingamajig is a real pain.  I wish we had the old MS DOS menu driven systems 🤣.  Sorry it took me 4 days to reply.  Was working on a different non-Cox related problem.  It's always something.

I've been calling from my cell phone, hanging up on the first ring on some calls and letting it go to my answering machine on others.  No calls are displayed for Missed Calls or All Calls.  Voice Mail gives a message that there aren't any.  I just tested it again.  Also, since about Dec 15 have not received any robocalls that rang my phone & displayed the Caller ID on the TV, and/or went to my answering machine.  Very odd because I normally receive robocalls on most days that do not have the Spam? prefix in front of the Caller ID.  At one point I thought that only numbers in my Cox Addresses were getting through to ring my phone, but then remembered that I add every new number the first time it calls, and a few of them call more than once, and this was happening in the days before the Call History stopped working.  Thanks for staying after this for us.

Moved

Nothing appeared in Missed or All after doing a search on the cell phone numbers I've been using to test the Call History Report.  I searched using 3 different phone formats: (xxx) xxx-xxxx, xxx-xxx-xxxx, and xxxxxxxxxx.  I don't know if the search box is new - - didn't even know it was there until you mentioned it   You may be on to something with the theory that a third party is involved.  One of the emails Cox sent me said "We received an update from our Applications Support team that they have addressed a sorting issue that caused some records to be missed in the call history.  They could see in the logs that the call history records were being pulled and sent in the correct order and format."  Being pulled and sent sounds to me like a third party is doing the Call History Report.  Maybe that is why it takes 15 minutes for a call to appear (when its working) but a new number appears immediately in the address report.  I did some simple dBase III & Clipper programming 35 years ago and it was pretty straight forward:  input data, append it to the database, run the report and lo & behold, there was the information.  It seems to be a lot more complicated now which makes no sense to me.

I received the same email 12/23/2024 with "We received an update that the call history records are being pulled and sent in the correct order and format. Please let us know if you’re still having issues".  I knew from a long-ago Cox email that Voice Tools was outsourced.  It sounds like Cox captures and forwards call records to the third-party every 15 minutes for loading into their database.  It's always taken up to 15 minutes for calls made or received to appear in Call History.  The Cox email from a couple of days ago said their Senior Software Engineer had been assigned and is working on the current issue.  That means a Cox employee is doing front-end coding using a back-end server owned and controlled by a third-party company.  Ugh!  In one of my former lives, I was a software developer using a database server for which I was also the DBA.  That was convenient.  (I never mentioned to my non-technical manager just how convenient that was.  I never did anything shady, but trust is not a control).  When I needed a method to access the database, I didn't have to go hat-in-hand to a DBA for help.  I just created it.  

If found, a call record for a specific number will display while the number is typed in the Search box.  But when Enter is pressed, the call record displayed is cleared.  I understand you didn't find a specific phone number when you did a search, but I was asking if call records are displayed in the Missed tab after entering any value in the Search box.  Apparently, this doesn't work the same for you and I don't know why.  Maybe it's a browser setting or differences in the OS we use.  Are you using an ad blocker?  I tried disabling uBlock Origin on the Voice Tools site, but it didn't make a difference.

I see call records displayed in Missed for Days selected on or before 12/18/2024 and on or after 01/05/2025 without entering any Search value.  After Missed has been selected, if I select the All tab and type even one character in the Search box like an A or an S, when I clear Search, the same missed call records will display in the All tab too, even if no call records were found for the search value typed.  Call records for incoming calls picked up and outgoing calls are never displayed.

I do have uBlock Origin installed on Firefox.  The search box in Call History was there on 12/14/24 at 2:23PM PST when I emailed a screen shot to Cox.  I tried a new search for my cell phone number in the (xxx) xxx-xxxx format which is the format shown when the call history is downloaded to a .csv file.  One one test I clicked on "Search".  On another test I just pressed the Enter key.  Then I repeated the test using "Any Value" 🤣  Actually, it was an A as you suggested.  Sorry about that  If I don't laugh now and then I'll start sobbing.  No records display for any of the tests.  After those tests failed and still in Missed, with the search box cleared, I clicked on All, then typed A in the search box, then clicked on the X to clear it.  Nothing displayed.  I did it again but just highlighted the A and pressed the Delete key to clear it.  Nothing happened for that either.  So I got plenty of nuttin' (Porgy & Bess)

Yeah, I don't think uBlock Origin is a problem.  If you have MS Edge installed, try it to see if a different browser makes any difference.  Check for other extensions besides uBlock Origin.  My OS is Windows 11 with the latest updates.