Call History Not Working
Call history stopped working a week ago, .""We are currently experiencing technical difficulties...." then "Error while fetching call records" Five days ago Tiffany told me to send an email to Cox w...
Forum Discussion
Is it just "Call History" that doesn't work?
Are you able to get to "Voice Tools"?
Can you expand "Address Book"?
It's jut call history. I was able to edit an entry in my Address Book and look at Settings. I'll be gone most of today.
If you had a corrupted contact, it could cause Call History to fail. The view you see (when it works) is the result of joining a calls table of your incoming and outgoing calls to a contacts table that you maintain. Since you're able to expand Address Book, I don't think you have a corrupted contact. But you could still test contacts individually by selecting each one and clicking "Edit Contact". At least check the last contact you added before Call History stopped working, if you know which one it was.
If you don't have a corrupted contact, you probably have corrupted calls data. You should get another email account, even if you only use it to communicate with cox.help@cox.com. Contact them and ask for your ticket number. Ask them to verify with the "Phone Tools Team" that they've checked your call history for corrupted data. When Social Media Support updates your ticket, it should trigger a fresh look at your issue and a status update.
In a response to Becky 19 days ago I pointed out the possibility that corrupted data in a contact record or the call record could be causing the problem. Especially because the Call History problem started immediately after they fixed the buffering problem that prevented us from getting into voice tools. In a phone call from them I provided my Login ID and Password. Why haven't they written a utility program to validate all my data records? Why haven't they made a copy of their call history program to run offline using my data? They could put in some checkpoints that say "So far so good at line xxxx of the code?" They could change their error messages to say "Invalid Special Character in Last Name" instead of "We are experiencing technical difficulties." I wrote and modified database programs 30 years ago. I wasn't good at it but fixing problems like this wasn't that difficult. Thanks for not giving up on this.
There could be a connection between the wide-spread buffering and your issue.
An application programmer could probably identify the code where the error is occuring, without ever running the program. However, they wouldn't be able to identify the corrupted database record that's causing the program to fail. They don't have direct database access. They use methods and functions, controlled by the DBA, to access database records. A DBA might run a database query to identify a corrupted record, but not a line of code. I get your point though. Cox should do something to identify the cause of the issue and then fix it.
Does Cox still have your current password? (You're far more trusting than I am).
What I was trying to get across is that you might be able to identify/eliminate a corrupted contact as the cause of your issue. Then, do the ELSE part of my post. Contact cox.help@cox.com using an email account from which you can receive a reply. (Too much time and effort has been wasted because you can't receive a reply with your existing email account). Ask them for your ticket number. That will show a ticket was created and you can reference it in future communication with Cox. Ask if the "Phone Tools Team" has identified the cause of the issue. It's been a month. It's time to escalate.
