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 which I did but they did not respond. Four days ago I did a Chat and they said it was a nationwide problem and would be fixed by Friday - - yesterday. Still not fixed. This has been a recurring problem for 7 years.
It's been 65 days (8/20/2022)
My call history stopped working in late August but the last time I downloaded my call history was 8/1/2022. The last call downloaded was 8/1/2022 at 7:18 am PDT. I am missing 90 days of calls on my cumulative spreadsheet and at the end of this month (November) it will be 120 days and Cox will start dropping calls from the call history (it only goes back 120 days) and they will be lost to me forever. Cox hasn't provided any details about what is causing the problem, but if they can convert my call history to a CSV file and send it to me I can strip out the calls needed to get current and the 120 day issue will be pushed further out. I'm desperate.
If a corrupted call entry is causing the error, "Call history" might start working again when the corrupted entry is dropped after 120 days of availability expires. That would require the back-end process that deletes expired entries to function properly. But, an error would affect Cox's processing, so error resolution would be a priority. You would lose some data, but your Call history should work going forward for calls that occurred after the corrupted entry. If this is the case, Cox wouldn't tell you to wait 3-4 months, but they would probably have reason to believe the error will correct itself... eventually.
The web page displaying call history fails because it uses a collection that includes the corrupted data even if your days criteria is limited to calls after the date of the error.
Thanks
CurtB mentioned that if a corrupted call entry is causing the error, "Call history" may start working again when the corrupted entry is dropped after 120 days of availability expires.
If it doesn’t then my calls will be lost forever. Can’t Cox just send me a waiver of privacy rights to sign so that someone can look at the data in my file, even print it out if necessary. There is nothing in my call history that I want to hide from anyone. It’s mostly incoming robocalls.
Or send me a copy of the file and let me know what program it is written in and I will find a way to print out the data and manually find the corruption. There are usually about 100 calls a month so manually looking at 300 calls might take 15 minutes, including a coffee break.
A few days ago, I don't know the exact day because my call history hasn't worked since August, I called the Cox help line to follow-up on the ticket number that was issued many moons ago to fix my call history. He said the file was very large but not much recently and would follow up and have someone call me or email me with an update. Guess what. No calls, no emails. Of course if they called and didn't leave a message I wouldn't know about it because my call history doesn't work. And for awhile I wasn't receiving the emails they said they sent even though no other emails failed to arrive, even ones from other Cox departments. Next week calls will start dropping off the history and will be lost forever because the last time I did a download was August 1 and the 120th day since my last download will be December 1. I'm only one customer so I guess Cox doesn't care about one little old malcontent, but over 5000 have looked at this topic on the Forum. If I owned a business I wouldn't want 5000 customers to know I can't or won't fix problems.
Hi, TiffanyR. I have no doubt that you've had a number of email exchanges with your provider about this issue. I'm just a little suspicious that the timing of the "update" will be whenever the corrupted data that caused the issue is deleted (because it exceeded the 120 days limit). If it starts working, they may tell you they fixed it when it possibly fixed itself, without your provider doing anything.
It's been 120 days since the last download of my call history which means that calls that are 120 days old are now dropping off the history and will be lost forever. My call history hasn't worked for 100 days despite Forum postings, emails, live chats, and phone calls to Cox. Lots of apologies, no results. Has anyone been fired? Probably not. I imagine everyone sitting in the coffee room sipping their lattes and laughing about it. I promised myself to never go back to AT&T, but all options are back on the table, including TV. My big, outdoor antenna brings in stations from San Diego and Los Angeles and I can record them in HD and not worry about losing them if the DVR breaks. No extra charge for the TVs in other rooms. They all connect to the antenna too.
Tiffany, is the situation outsourced to a vendor like my lost posts? If so, what is wrong with your vendors? Are they outsourced over seas or something? Do we need to get a shocky monkey?
MY CALL HISTORY IS WORKING!!!!!!!!!! I downloaded 120 days. Its missing Aug 1 after 7:18 am through Aug 7 but I can live with that...please don't try to fix it. I want to thank everyone who made this joyous occasion possible and remind the 5,615 fans who supported me in this endeavor that persistence pays. Press on! Tally-ho the fox!
Great news! Now you just need to wean yourself off Cox Call History.
I still think the timing is suspicious. Call history works... until the next time it doesn't..
My call history stopped working in late August but the last time I downloaded my call history was 8/1/2022.
If OP hasn't attempted to download the Call History in the past six days, it took 120 to purge something outfa there.
From: (Tue) 2 Aug 2022
To: (Tue) 6 Dec 2022
Result: 126 days
Adjust: 126 - 6 = 120
Cox didn't do anything. They just waited four months.
