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.

stinkfoot63, 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.

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.

@stinkfoot63 Can you tell us about how frequently you log in to Phone Tools?

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.

Another miss... received a call (likely scammer or telemarketer) this morning that was not logged.

Revisiting an old issue (online phone tools)

46 Replies

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StephanieA
Former Moderator
stinkfoot63,

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.
stinkfoot63
Contributor II

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.
ChrisL
Former Moderator
@stinkfoot63

Can you tell us about how frequently you log in to Phone Tools?
stinkfoot63
Contributor II
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.
stinkfoot63
Contributor II
Another miss... received a call (likely scammer or telemarketer) this morning that was not logged.
rosebud
New Contributor
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.
StephanieS
Moderator
stinkfoot63

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
StephanieS
Moderator
rosebud

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
rosebud
New Contributor
I haven't had any of my calls log today, so if you could open a ticket now, that would be great. Thanks.
StephanieS
Moderator
rosebud

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