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stinkfoot63
+4 more
Contributor II
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Revisiting an old issue (online phone tools)
The original discussion is here:
http://forums.cox.com/forum_home/phone_forum/f/6/t/15903.aspx
Received a call a few hours ago which did not log. The phone itself has an led indicator of an incoming call with some CID info... but the online tools once again failed in this case... is this a one-off? Whatever the case, it is a pattern with this Cox feature. My experience tells me that if I leave it, the feature will remain down indefinitely- until I bring it to Cox's attention and apparently any "fix" will sooner or later prove to be temporary.
StephanieA
Former Moderator
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I apologize for the delay. Since we are not seeing any declared outage for phone tools, we will need to review your account to get this resolved once and for all. Please email us at cox.help@cox.com.
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stinkfoot63
+4 more
Contributor II
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It appeared to be a one-off... something not worth devoting time and personnel when 99.9% of the time the feaature will appear to be functioning as intended. However, today the tools have been completely unavailable for a couple hours... is the system down? Is this related to my issue? Who knows?
To our customers,
We are currently experiencing technical difficulties to to load your profile. We are aggressively working to resolve this issue as quickly as possible. Your ability to access the Internet and other parts of this site is not affected.
With highest regards,
Cox Communications
Aggressively? Really?? Could you possibly pander in a less insulting manner? with zero other information available concerning this "issue" I'm left to wonder if that default message papers over something not being addressed at all.
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ChrisL
Former Moderator
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Can you tell us about how frequently you log in to Phone Tools?
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stinkfoot63
+4 more
Contributor II
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I check in a couple times daily as I keep track of blocked calls (they do log even when blocked)-- whether or not I actually get a call.
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stinkfoot63
+4 more
Contributor II
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Another miss... received a call (likely scammer or telemarketer) this morning that was not logged.
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rosebud
New Contributor
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None of my calls have been logged today either. Since the new phone tools format rolled out a while back, there haven't been any problems with calls being logged, and I thought this was then end of all the problems, until now.
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StephanieS
Moderator
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I'd like to escalate this issue for you. I'll need to have you verify your account for me. Please send an email to: cox.help@cox.com and include your Cox pin number and a good contact phone number. Thanks!
StephanieS
Cox Support Forums Moderator
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StephanieS
Moderator
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Did this issue just start today? If the problem continues tomorrow please reach back out here and I can submit a telephone escalation ticket for you as well.
StephanieS
Cox Support Forums Moderator
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rosebud
New Contributor
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I haven't had any of my calls log today, so if you could open a ticket now, that would be great. Thanks.
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StephanieS
Moderator
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I'm not completely convinced that you're having the same issue as stinkfoot6. He's missing random calls from his log over a period of a few days, not all of the calls from his call log. Can you please log into your Phone Tools on the Cox website, if the call log option is active please de-activate it, log off and then back in again and re-activate the option. If by tomorrow evening you're having the same issue, please reach out here and we can continue to troubleshoot.
StephanieS
Cox Support Forums Moderator
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rosebud
New Contributor
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Where is the de-activate option?
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DeeJ1
Former Moderator
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Hi rosebud,
If you log into your Phone Tools on the Cox website it should show you whether your call log is enabled or disabled. Let me know if you have trouble locating the phone tools on our website.
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stinkfoot63
+4 more
Contributor II
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Done
Incidentally, another call was not logged today.
Edit:
I do screen calls because of the completely unmanageable level of garbage calls I get. Leave a message. A call from Norfolk Va (possibly Cox) was also not logged.
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jsksjs
New Contributor
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Same problem here, since March 8th, I cant see any calls or voicemails from the last 2 days even though I have received calls and made them. I also notice that the caller ID on the Tv isnt working all of the time either. The caller Id's on the phones do work though. I tried different browsers and my phone app. It won't update. Anyone else? Chatted with customer service and they are forwarding my problem to tech support but they said they will have to make a home visit if they can't figure it out?
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me_need
New Contributor
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It's been happening to my online account also since yesterday. doesn't log any calls just voicemails show up on phone tools
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