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Pam613

Contributor II

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105 Messages

Sunday, January 13th, 2019

Closed

Phone tools

Phone tools call history still not working since Jan 8 after repeated calls & chats to Cox. Was told this is a nationwide problem which would be resolved in 72 hours. It was escalated higher up with a ticket #. Still not working.

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7 years ago

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Becky

Moderator

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4.3K Messages

7 years ago

Hi Pam613, I have confirmed that Phone Tools is recording Call History for other telephony subscribers. I'm unaware of any nationwide problem with Phone Tools. Are you accessing Phone Tools via the Cox Connect App or via a web browser (http://phonetools.cox.com)? Make sure you are logging in with your Cox Primary Username and password. If no calls are being captured in Call History, it's possible the Call History feature is inactive. To reactivate, log in to http://phonetools.cox.com and click on the + sign next to Call History. Once activated, Call History is updated every 15 minutes. Telephone numbers for the following do not appear in Call History: Toll Free, N11 (such as 911, 411, and 511), and Remote Call Forwarding. Also, for an outgoing call to be listed in Call History, the call must be answered or go to voicemail. Calls that are unanswered will not be displayed in Call History. -Becky, Cox Support Forums Moderator

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Pam613

Contributor II

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105 Messages

Becky, I'm accessing it in the connect app & the website........it's still not working & I don't see how you can say it is. Cox checked my phone modem & restarted it all to no avail. All these people reporting it's not working can't be wrong & imagine how many people aren't reporting it. I spent hours on the phone with cox last week for nothing! Between the price increases, lack of security & products not working lately it's time to look for an alternative if this isn't fixed.

7 years ago

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Pam613

Contributor II

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105 Messages

btw, unanswered calls always did show up in red on phone tools prior to Jan 8. Every rep you speak to from cox has a different answer.

7 years ago

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Becky

Moderator

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4.3K Messages

Hi Pam613, each of my teammates with Cox Digital Telephone confirmed that Call History is recording calls successfully since January 8th. I'd like to take a closer look at what's happening and see if I can resolve this for you. Please email my team at cox.help@cox.com with your full name, address, and a link to this thread. -Becky, Cox Support Forums Moderator

7 years ago

Pam613

Contributor II

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105 Messages

Becky, phone tools still not working properly. It only shows incoming calls & it's been 8 days now. How much longer to get this problem fixed?

7 years ago

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MariaL

Moderator

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742 Messages

Hi Pam613,

Due to an issue with inbound and outbound calls, customer calls were not logged in Phone Tools since January 8th. I apologize for the inconvenience and appreciate your patience while we work on repairing the issue. A fix will be implemented on Friday, January 18th.

Maria L.
Cox Support Forum Moderator

7 years ago

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Pam613

Contributor II

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105 Messages

7 years ago

Is anyone else in the RI area having problems with phone tools not logging incoming or outgoing calls?

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KevinM2

Former Moderator

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1.5K Messages

Hi Pam613, we are deeply sorry about the ongoing issues involving your call history. Our records indicate a representative contacted you yesterday and left a voicemail, to confirm a resolution. Can you please check to see if the issue is resolved?

If not, we will continue to take escalate this case until we obtain a resolution. -Kevin M. Cox Support Forum Moderator

7 years ago

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Pam613

Contributor II

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105 Messages

It is not resolved & there was no voice message left from Cox on my phone. 

7 years ago

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Pam613

Contributor II

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105 Messages

Kevin, I checked my phone history quite a few times today & it still isn't resolved & there was no message left from Cox. I know it's not my phone line because other people in my neighborhood are having the exact same problem.

7 years ago

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KevinM2

Former Moderator

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1.5K Messages

Hi Pam, we're investigating this right now as we speak. I want to have this issue resolved for you as quickly as possible, and we will be following up with you in regards to a resolution. -Kevin M. Cox Support Forum Moderator

7 years ago

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Pam613

Contributor II

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105 Messages

I hope my ticket is still open & being escalated as I was told it would be. A rep called me today & said the issue was resolved but it isn't. I had to clarify to her that no outgoing calls show up in call history since Jan 8........over 2 weeks now!,

7 years ago

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