Call History Not Working
Call history displays the headings but no calls are listed under it. It was OK about 4 hours ago.
Forum Discussion
After a few days of unrewarding tech chats, I finally got through to a live Cox 2nd level tech by phone on Dec. 14, 2024. After checking, he discovered this was a known issue that was being worked on. He also said that that there was NO estimate as to how long the blank history issue would be out of commission. He only said that it won't be restored until it is reliable, or something to that effect. Cox would save us lot of misery by stating up front, on the History page, that there is a known problem. I wasted a lot of time searching for an answer.
thank you for all the effort - Cox support is useless most times and it used to be the forum moderators did something - this issue I was told to email, which I did not. I agree instead of saying network looks good they should state any known issues but there are probably SOOOOOOOOOO many. Thanks again - I will just keep checking daily like I've been doing.
I talked to 2nd level tech 3 weeks ago about this problem and his answer was the same - the issue is known and being worked on. I was told I would get a follow-up email by the end of that week. It never came. And the BLANK call history page is still BLANK. What gives with this??????
Does anything display if you select Missed and type something in the Search box?
It's strange it works differently for you than me. I see call records in the Missed tab, except between 12/18/2024 and 01/05/2025. You'll probably never see those because I don't think they were saved.
You use Call History more than I do, so you might remember. Is the Search box new? It seems to work. It even works in the All tab, after Missed has been selected. It's like there's something in code that's not active until the Missed tab is selected.
The collection query seems to include only missed calls, regardless of which tab is active. It probably uses the same query, with arguments, to determine which records to include. Either that part of the query doesn't work or program code is passing the same arguments from both tabs. I'd take a look at those things if I was the software engineer or database administrator.
The problem may be the software engineer works for Cox and the DBA works for a third-party provider. If the Search function is new, the database method the software engineer needs will be new too. He needs the DBA to create the method used to access the database. Coordination between the coder and DBA is required. This could be more complicated if the two work in different companies. Cox senior management may need to get involved. Since Voice Tools is not a revenue generator, it's not a high priority.
Nothing appeared in Missed or All after doing a search on the cell phone numbers I've been using to test the Call History Report. I searched using 3 different phone formats: (xxx) xxx-xxxx, xxx-xxx-xxxx, and xxxxxxxxxx. I don't know if the search box is new - - didn't even know it was there until you mentioned it You may be on to something with the theory that a third party is involved. One of the emails Cox sent me said "We received an update from our Applications Support team that they have addressed a sorting issue that caused some records to be missed in the call history. They could see in the logs that the call history records were being pulled and sent in the correct order and format." Being pulled and sent sounds to me like a third party is doing the Call History Report. Maybe that is why it takes 15 minutes for a call to appear (when its working) but a new number appears immediately in the address report. I did some simple dBase III & Clipper programming 35 years ago and it was pretty straight forward: input data, append it to the database, run the report and lo & behold, there was the information. It seems to be a lot more complicated now which makes no sense to me.
I received the same email 12/23/2024 with "We received an update that the call history records are being pulled and sent in the correct order and format. Please let us know if you’re still having issues". I knew from a long-ago Cox email that Voice Tools was outsourced. It sounds like Cox captures and forwards call records to the third-party every 15 minutes for loading into their database. It's always taken up to 15 minutes for calls made or received to appear in Call History. The Cox email from a couple of days ago said their Senior Software Engineer had been assigned and is working on the current issue. That means a Cox employee is doing front-end coding using a back-end server owned and controlled by a third-party company. Ugh! In one of my former lives, I was a software developer using a database server for which I was also the DBA. That was convenient. (I never mentioned to my non-technical manager just how convenient that was. I never did anything shady, but trust is not a control). When I needed a method to access the database, I didn't have to go hat-in-hand to a DBA for help. I just created it.
If found, a call record for a specific number will display while the number is typed in the Search box. But when Enter is pressed, the call record displayed is cleared. I understand you didn't find a specific phone number when you did a search, but I was asking if call records are displayed in the Missed tab after entering any value in the Search box. Apparently, this doesn't work the same for you and I don't know why. Maybe it's a browser setting or differences in the OS we use. Are you using an ad blocker? I tried disabling uBlock Origin on the Voice Tools site, but it didn't make a difference.
I see call records displayed in Missed for Days selected on or before 12/18/2024 and on or after 01/05/2025 without entering any Search value. After Missed has been selected, if I select the All tab and type even one character in the Search box like an A or an S, when I clear Search, the same missed call records will display in the All tab too, even if no call records were found for the search value typed. Call records for incoming calls picked up and outgoing calls are never displayed.
A missed call received today isn't included in the Missed tab. This version of Call History will probably never work. Cox, if you're even working on this, it's been nearly a month. Just restore the last working version (if you can) and forget about the failed, new changes.
Hello Again MasterMyDomain,
I am sorry to learn of your Call History issue. I see that you had some issues not too long ago. Please send us an email to Cox.Help@cox.com with a few more details. Let us know if this is on the TV, Phone Tools or the phone display. Be sure to include what trouble shooting steps you have attempted thus far.
We look forward to assisting you.
Cox Support Forum Moderator
It's not just an isolated issue for MasterMyDomain because it doesn't work for me either. Sign in to Phone Tools appears normal and the webpage loads, but no call history displays. Changing selection options has no effect. Are you not able to replicate the issue? Have you tried?
CurtB's description of the problem is accurate. Just now I unplugged the Cable/Phone modem for 5 minutes, then plugged it back in but it did not fix the problem. I also checked the phone addresses and they are all there. The Caller ID problem fixed itself several days ago.
Maybe it's a coincidence, but after the Call History stopped displaying any calls on Dec 13, all robocalls have stopped ringing the phone or going to my answering machine. Is Cox blocking all robocalls and that is causing the Call History to fail? Both the phone and answering machine work when I call on my cell phone and my wife's. Without the call history I can't tell if the robocalls are being blocked but being posted there. For reference, in November I had 88 robocalls and 10 (11%) were blocked by Cox. For Dec 1-12 there were 54 robocalls and 16 were blocked (30%), a big increase in the blocked percentage. All the blocked calls appeared on the Call History when it was working.
I also emailed this to Cox.
Happy to report that a robocall's Caller ID appeared on my TV this morning and went to my answering machine, thus I am still getting them. Never thought I'd say that 🤣. So not all robocalls are being blocked and that's not the cause of Call History still not working.
I am also having the same issue on the website - other phone tools work - it just seems to be the call log
not_important Sorry you're having trouble with viewing your call history. Please send an email to cox.help@cox.com and include your full name and address along with a link to this Forums post. Thanks!
When people report issues with a Cox website in this forum, do moderators no longer make any attempt to replicate the issue? Do they not check to see if the issue has been reported to their vendor or the appropriate technical support personnel? If it hasn't, do they not report it? Multiple forum users have reported the same issue with Call History. It should be apparent there's an issue with the website. What's to be gained by requesting a forum user email their personal information?
I had the same issues, I called into tech support, was escalated to CAG and now I have a CUI ticket that was submitted for the issue.
I have the same issue. Called yesterday, at first said their was no issue, then upon further checking said they were aware. Still not working. Also noticed when I use the book mark I've used for quite some time to go to the log in page I get a 404 error. Maybe related. Might be running on back-up server if they have one. this may show up as a reply, cause I couldn't figure out how to just post
My problem is related but slightly different. I don't use cox voice mail, it shows off in the settings. I have a answering machine that works well and screens my calls. Every once in a while a call ends up in my cox voice mail, this causes my handset to display a new voice mail msg. Usually I can just go into the call history and delete it and clear the msg. However even though calls have now showed up in the call history, none of them refer to voice mail, so nothing to delete to clear display, in fact won't let me delete anything in call history. Appears to be latched on in the switch software. Will try tech support AGAIN.
Happy to report problem resolved. Talked to 2nd level help from Tod, and got a simple solution. He walked me though setting up my voicemail, get the VM that had slipped thru, deleted it and then he deleted my VM box. He did say there was a glitch that let a VM go to a turned off VM box, but now I got a way to fix it till they get the call history problem fixed. thanks
The current issue with Call History prevents voice mails from being displayed. The only way to know you even have a voice mail, from viewing Call History, is to select the 'Voice Mail" tab and not see the message "You have no voicemails." If you do have voice mail, the tab will be blank. You can't delete voice mail using Voice Tools. However, your phone will sound a stutter alert in place of the normal dial tone to indicate you have a new voice mail. You can delete voice mail with your phone.
- Enter *298 on your phone.
- Press 1 to listen to the voice mail.
- Press 3 to delete it.
The "All" tab still doesn't display entries, even after sending and receiving calls, but the "Missed" tab appears to be displaying missed calls for the selected number of days. 'Voice Mail" tab initially displayed "No voice mails", but after sending myself a couple of emails, it's now blank.
Ascending sort by "Calls" (phone number) works. Sort by "Time" and "Date" from oldest to newest works.
The following error message sometimes displays at the top of the page: "Error while fetching call records".
Update: "Missed" call records don't appear to have been to me.
The "All' tab is now displaying call records, but each call is included on two rows.
Missed spam calls have a red font with the SPAM?caller info/phone number and no incoming/outgoing icon. The other row has a gray font with no caller information and an incorrect outgoing icon.
Both rows for missed non-spam calls have a gray font. One includes phone number (no name) and correct incoming icon and disposition. The other has no caller info and an incorrect outgoing icon.
The order of the two rows is inconsistent.
The two rows are not kept together when sort is by 'Calls' (caller info/phone number). The rows without caller info sort first, followed by the missed call row.
Update: Call records were displayed in "All" tab for one day only and only calls made/received that day.
Immediately after sending myself a voice mail, all call records in the 'All' tab disappeared. The 'All" tab contained call records prior to sending the voice mail. See my previous post.
