Call records were displayed in the All tab for a few hours on 01/14/2025, then disappeared again and haven't been seen since. For call records to be available after a month-long outage and then be removed again would have required someone at Cox to have done something to cause it.
Has anyone who experienced the Call History outage on 12/13/2024 had the issue fixed?
Cox left a voice mail message this morning to check status of my Call History fix. It's now displaying call records in the All, Missed and Voice Mail tabs for up to 120 days. The download file also contains up to 120 days of call records. Call History is mostly working, but there are still a few remaining issues.
A call record to voice mail should only be created when the call recipient checks for existing voice mail and isn't needed even then.
For some reason, outgoing call records to (256) 724-7534 are being logged in Call History every time an unanswered, incoming call is sent to voice mail. But ironically, when I actually did call that number a couple of times, I got to voice mail the same as using *298, but neither call was logged in Call History. Accessing voice mail using *298 isn't logged either. Calling my own number from the same phone also accesses voice mail, the same as *298, but it also creates an outgoing call record to (256) 724-7534.
Yes, I checked mine at 3:15 PM PST and it is working. The only calls from 12/21-12/30/2024 are test calls I made and any outgoing calls - - only numbers that are in my Cox Addresses in voice tools.
I previously reported that robocalls stopped a few days after Call History failed in the afternoon of 12/12/2024. Well, the call history shows a few on 12/18-12/19/2024 but they were blocked by Cox and I wouldn't have heard the phone ring or have them appear on the TV. Ironically, one of them was from Cox: "Spam?Cox Communicati' (316) 262-0661." That same number called this morning but all I saw on the Caller ID was the phone number. It is on the Call History and wasn't blocked this time. The number isn't in my Cox Addresses. There were no other robocalls from 12/20/2024 until 1/6/2025.
I downloaded the last 90 days and everything is there.
I tried to post this as a reply to your last comment on my original report of this problem but it did not appear after a long wait and seemed to freeze the Forum for me. My Cox account had timed out when I went back to it which may have been the cause.
Hi, there. I'm really sorry for the ongoing issue here. I must apologize, this issue is still pending resolution despite any information to the contrary. I do sincerely apologize for the inconvenience and appreciate your patience with us while we work to get this repaired for you.
Ever notice the past discussions in upper right? Remember this one? "Call History Takes Hours to Update".
Call History takes months to update now. That's if it ever does. I don't think the "Senior Software Engineer" assigned to the project has done anything to fix it since breaking it again on January 14. If a marketing website wasn't working, Cox would be all over it. But non-revenue generating... not so much.
I doubt the phone tools website was created in house. They don't have a department for that as far as I know. So that means it was outsourced. If so, the communication between Cox and that company is going to be complicated. It probably has to go through a lot of red tape to even create a ticket and they probably do that thing where they say they fix the problem and close the ticket. But then the problem never actually gets fixed.
The Call History website gathers call records and forwards them to an outsourced database every 15 minutes. If that database wasn't outsourced, there wouldn't be a need for a delay. Why would they outsource the front-end and the back-end with different providers? It wouldn't make sense. That wouldn't necessarily stop Cox from doing it though. I'm not impressed with whatever Cox is calling their "back-office" IT department. Every non-sales website seems to have something wrong with it.
I received a reply a while back (when Cox still replied to my emails) that said a "Senior Software Engineer" had been assigned. To me, that means coder, albeit not a good one apparently.
Voice Tools Call History still doesn't work. On the chance they're still trying to fix it, here's something else.
An alert usually means something. Clicking the down arrows does nothing. What are these alerts? Could this have anything to do with the Call History outage?
What happens when a company is private and operates in markets where they're the only provider of a service? You get a company with no shareholders to answer to, no competition and no real accountability. When customers complain about substandard service, they receive a polite, often poorly worded reply "We sincerely apologize. Please email us." (We don't want you to draw attention to our failure in this public forum). What other company could disable a customer facing application for over a month while an update is being deployed? This should have been thoroughly vetted in a test environment and the deployment should have been virtually transparent. Cox management, what are you doing to fix this?
If you don't hear from me again, Cox management's solution may have been to silence critics. Apparently, the first step was to prevent forum discussions about the Call History outage from being sorted at the top of the Community discussions list when new replies are posted.
I agree with everything you said. However, it's funny that you mention " What other company could disable a customer facing application for over a month while an update is being deployed" because that is very similar to what is happening with Sonos. Cox has a history of not testing their products enough. Part of that is because they license product and systems from other companies. I think this is to avoid having to pay for things like QC and R&D. You get what you pay for though.
Are you serious about being silenced? I hope not. Don't forget Hanlon's razor. This forum has a lot of bugs so I would think the issue is related to that then someone causing the issue on purpose. I do worry about a insider here though, who may not have our best intentions at heart.
Sonos (SONO) is public. Cox gets away with poor service because they're a private company.
No, I haven't been silenced... yet. If I decide to leave the forums, I'll let you know before I go. So, if you don't hear from me for an extended period, it will be because Cox hit my eject button.
CurtB, I checked on the Phone Tools escalation and it was mentioned that this should be fixed. No new cases have come up and it is still being monitored. If you're still experiencing issues please let us know so we can advise the team handling this.
My call history has been missing for a month or more. I've called technical assistance they escalated it and still no resolution. Cox then told me I need to update my modem and equipment. Technician came out, updated all my equipment and I still have no History, it is blank. I had checked history at least weekly for the past 10 years so I regularly used it. Frustrated paying for a service I do not receive.
Is anything actually being done to fix this? Or is Cox just running out the clock 120 days for existing call records to expire and reset that way? I believe that was their solution a few years ago.
Mine still isn't working at all. I don't have any new or saved voice mails.
Mine isn't either now, except for missed calls in the Missed tab. There were a few issues, but the All tab was displaying call records early last night. They disappeared while I was posting. Then the system went down for several hours. When it came back, call records in All were still missing. They went backward.
I emailed Cox about it and received this cryptic piece of dialogue:
Thank you for providing that update. I do apologize it seemed as a coincidence. We are currently still working on the call history and features issue. I assume your diligence in verifying, aligned with the continued back office work. I sincerely apologize for the inconvenience.
Does that mean working on it in general or working on it right now, at this moment? What does "I do apologize it seemed as a coincidence. I assume your diligence in verifying, aligned with the continued back office work" even mean? Whoever L.L. is, they even misspelled my name.
That is a cryptic message. It really seems like it was written by someone or something that doesn't fully understand English. I see similarities to posts moderators have made on the forum. I don't know if it's Cox using AI as part of their tool set or the people posting are using some kind of translate app. It looks like something you would see in a spam email. I know moderators are saying it's "human error" but I don't think so. How would someone make those kind of mistakes and why would there be a pattern of multiple people posting that way?
PS. Anyone notice that DSLReports.com is down? Is it for good now? I hear rumors of the site being shut down and now this. ::Edit:: Looks like the site is down for good as per Reddit. RIP DSLR!
Well, I'm able to sign into the website again after it was unavailable for a few hours. But the call records that were displayed in the All tab earlier tonight are no longer displayed. Cox fixed something just to break it again a few hours later. Why?
An attempt to select more than 30 Days in the All tab no longer continuously buffers but call records prior to 01/03/2025 are still not available.
The time displayed for call records is an hour later (ET) than my local time (CT).
Every check for voice mail messages generates an outgoing call record to 256-724-7534.
As I was editing this post to add information, all call records stopped being displayed in the All tab. Seriously. It's like someone at Cox read my post and decided to turn off access to those call records. It's 1:32am CT. Is Cox working on this right now? Unlikely. Closing and re-opening Voice Tools has no effect.
I've sent an email to cox.help@cox.com asking for an explanation.
Now I'm unable to sign in at all.
FYI, I get that same error when signing into this forum sometimes. Happened to me a couple of days ago. Went away with me not doing anything. Just FYI if relevant.
Hi, Curt. Thank you for the update. This is a known issue and is currently being worked on. I do sincerely apologize for the problems with Voice Tools and appreciate your patience.
