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
Here is it 1/15/25 and now here in the Northeast the voice tools section will not even load..in an endless loop of "we are signing you in and please wait..back to signing you in"...shall we dare to think they are fixing the call history or just deleting the function! I am sure a credit will appear on our bills for the lack of this service we pay for.
On my first try 15 minutes ago, The Call History & Address tools don't appear, just
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Others have reported this too, but this is the first time for me. I tried it again and then the full voice tools choices appeared but Call History still didn't show anything. The endless sign-in loop you are experiencing is how this problem started 3 years ago. They fixed that then Call History failed. CurtB is reporting other kinds of erratic results too. Hopefully that's a sign they are working on it.
I finally got in but alas no history..bummer!
I too along have no call history function since Mid Dec 2024--here it is 1/11/25 and it seems Cox is unable or unwilling to fix this..all sorts of suggestions but everything is blank no matter how I sort . Cox is aware of the issue I read but no action on it..so disappointing.
This happened 3 years ago and it took 126 days to get it fixed. I lost 6 days of calls. You would think they would issue a progress report now and then.
I have been with Cox for 30 years and I must admit when something goes wrong it is a big issue and their notifications/addmitting of issues is very poor to none. I guess upper management does not get it that if you communicate - people will be less aggravated. I hate change and so I have stuck with them but you have to watch then like a hawk!!
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.
I tried multiple times/days troubleshooting with the "search" button - nothing shows up for me in any of the All/Missed/VoiceMail tabs.
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.
I've been calling from my cell phone, hanging up on the first ring on some calls and letting it go to my answering machine on others. No calls are displayed for Missed Calls or All Calls. Voice Mail gives a message that there aren't any. I just tested it again. Also, since about Dec 15 have not received any robocalls that rang my phone & displayed the Caller ID on the TV, and/or went to my answering machine. Very odd because I normally receive robocalls on most days that do not have the Spam? prefix in front of the Caller ID. At one point I thought that only numbers in my Cox Addresses were getting through to ring my phone, but then remembered that I add every new number the first time it calls, and a few of them call more than once, and this was happening in the days before the Call History stopped working. Thanks for staying after this for us.
I have same issue with no call history displayed - other tabs like Address Book works.
Also submitted a help desk ticket with Cox Support weeks ago - no traction/resolution yet.
Glad I found this forum or would have followed up (into black hole again).
Btw, even Call Forward works (seems more technical option), odd that just displaying history is such a huge issue to fix.
Not surprising I guess, but here's another example of a Cox website that's not working properly. Email notifications are being generated for things that aren't actually happening in the forums.
MasterMyDomain There's a new bug in the forums that's causing email notifications like the one above to be generated in error. Do you remember what you did that could have triggered it?
It was my fault, my sausage-like fingers clicked as the cursor was moving over the Mark as Solution box. I checked it again to unmark it. This mouse contraption thingamajig is a real pain. I wish we had the old MS DOS menu driven systems 🤣. Sorry it took me 4 days to reply. Was working on a different non-Cox related problem. It's always something.
The Call History Report stopped displaying any calls on 12/13/24. Coincidentally, robocalls also stopped ringing my phone, displaying the Caller ID on the TV, and going to my answering machine. Incoming personal and business calls have continued to work normally during this entire time. I reported this earlier, then a couple of robocalls did ring for a couple of days, but since then have stopped completely since 12/16/24. Is there a chance that the blank Call History and absence of robocalls are related? Perhaps Cox figured out how to block all robocalls but that fix also blocked anything from posting to the Call History?
Here is another clue about robocalls possibly causing the Call History Report to not display any calls. A bank called me to provide a security code when I was logging in to my online account with them. The call did not come through - - the phone did not ring. Tried it twice. The bank's number is not in my Cox phone address book, so either Cox labeled this number as Spam? or only numbers that are in my address book are getting through (I've tested with 7 different phones which all rang my phone & displayed the Caller ID on my TV).
By the way, I emailed my robocall suspicions to Cox a few days ago (for the second time) and their response was "What is a robocall."
I may have asked you this already but, do you use Voice Tools Spam Blocker? I've had verification calls that didn't go through until I allowed all calls. I know email providers don't determine what's spam. It's done by online security companies. Cox probably uses a third-party security company to identify voice spam.
MasterMyDomain I received this from Cox 12/23: "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'm not sure how sort is pertinent for a database. Maybe they meant it was corrupted and is being rebuilt
Don't get too excited though. Cox's provider never gets in a big hurry to fix Phone Tools issues. I think their approach may be "Let's try this and see what happens. If it doesn't work, someone will complain". Maybe they'll try something different this week. Cox will never tell us what caused the issue, but it would be pretty cool if they notified us after it's been fixed that it was what you reported.
I received the same email and replied to them that the problem was not fixed. On the evening of 12/23 they replied "Our back-office team is aware that this issue still exists. They are working towards a fix."
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.
All call records in the "All' tab returned after deleting all voice mail messages. You shouldn't have to delete voice mails, because this is a 'bug" that Cox should fix. In the meantime, if you don't need old voice mail messages and are okay with deleting them, you can try doing that to see if your "All" tab will be populated with call records. If you want to keep the voice mail messages, you can download them and store the .wav files on your computer. If you try this, you might try deleting the last one received first before deleting others. Please Let us know if this restores call records to Call History.
Update: It appears only calls made or received today are included in the "All" tab. Deleting voice mails is not a solution. Come on, Cox's provider. You broke it. Now clean the boogers off your keyboards and fix it.
Update: "All' tab call records disappeared shortly after midnight the one day they were displayed.
Thanks for all the details. Mine still shows nothing. On Dec 17 Cox sent an email, "The ticket submitted for this issue is marked resolved and we have verified the fix for many individuals, I am so sorry you are still having this issue. I would like to correct the entitlements for you and have you report back if you are able to view the call history afterwards." Nothing changed after that so I sent them the following, "This also happened 3 years ago and my Call History did not work for 126 days. I lost a week of calls. Perhaps the solution that was done then will work now." I included the link to that old topic on the Forum. As of an hour ago the report still shows no calls for any of the options.
The "All' tab only displayed calls made or received yesterday. They all disappeared from the "All" tab shortly after midnight and no calls are displayed now. The "Missed" tab still displays missed calls for the selected days. None are from today though. Does your "Missed" tab not display missed calls? It's odd how this issue affects users differently.
If I don't have voice mail, the 'Voice Mail" tab displays "You have no voicemails". If I do have voice mail, the display is blank. That's an undocumented feature. Personally, I prefer the old method where the call record for a voice mail was actually displayed. 😉
Cox's provider needs a test environment and should properly test before deploying changes to customers.
