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Pam613

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What’s going on with phone tools?

My phone is showing I have messages but when I go to the Cox website it keeps showing an error message all day long. I can’t access phone records or messages. Anyone else in RI having this problem? I know some of neighbors are.

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CurtB

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Hi, Pam.  I'm having the same issue and I've have reported it to Cox.  They replied there haven't been any other reports of this issue.  It takes a while for enough reports of Call History issues to be received before Cox will research it.  So, send them an email at cox.help@cox.com (in case you forgot it) so they'll get started.

It could expedite matters if before you send the email, you do the following: try different browsers, verify there are no missed calls available to click, clear site cookies and cache and try it on all your available devices.  Then tell them in bold letters that you've done all of that already.  It might save you a couple of emails (or three).  

This is the exact same issue you and I were having Feb 17, 2019.  As you know, if you click on Call History, you'll see this error message at the top of the page:

Error while fetching call records

The following error message is displayed where call history entries would normally be listed:

We are currently experiencing technical difficulties processing your call history request

Clicking on "All" or "Missed (0)" has no affect.  But clicking on "Voice Mail (0)" will display entries for any voice mails you have in call history.  If you do see voice mails listed when you do this, you should include that in your email to Cox.  But, be clear that only voice mails are listed and only when clicking "Voice Mail (0)" or some back office individual might think the issue is fixed.

Voice Tools - Call History:  phonetools.cox.com/history

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Pam613

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Thank you for responding, Curt. Yes, I did have this issue before. I chatted with them yesterday & have a ticket open but nothing yet…..it took weeks to fix last time I had this issue. My phone display is showing multiple calls & voice  mail. I’ll try your solution. 

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CurtB

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Cox opened a "CUI" ticket for me too.  Those are tickets for issues that only affect an individual vs "UNO" tickets that affect a large number of customers and might be forwarded to their software vendor for resolution.

Doesn't it seem just a bit odd to you, that the exact same issue would happen twice to the same two individuals at the same time in different regions of the country?  But, Cox still considers this to be two separate issues and not any kind of  national or regional issue.

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Pam613

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I think others either don’t use the service or don’t report it. I know many people that just don’t even have land lines anymore just their cell phones.

I got so many different answers from them last time…..it was so frustrating!

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CurtB

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I noticed something else kind of weird.  I mentioned earlier that if you click to open Call History, then click on the "Voice Mail (0)" button, entries will be listed for voice mails that you have in call history.  If you then click the "Missed (0)" button in the middle, the same number of random, missed call entries will be displayed as voice mails that were previously displayed.  Clicking the "Missed (0)" button first doesn't list any entries.  Clicking "All" never lists call history entries.  

BTW, I hope you got your ticket number.  It always helps to have it for follow-up communication with Cox.

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CurtB

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08/20/2021 - Voice Tools: Call History appears to be working now.

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