Phone tools call history still not working since Jan 8 after repeated calls & chats to Cox. Was told this is a nationwide problem which would be resolved in 72 hours. It was escalated higher up with a ticket #. Still not working.

Hi Pam613, each of my teammates with Cox Digital Telephone confirmed that Call History is recording calls successfully since January 8th. I'd like to take a closer look at what's happening and see if I can resolve this for you. Please email my team at cox.help@cox.com with your full name, address, and a link to this thread. -Becky, Cox Support Forums Moderator

Will do Pam, they really have made this is sad state of affairs. :-(

Hello, When I sign into my COX account from web and look at Voice Tools, nothing shows in my Call History since 1/29/19 at 11:32 AM; the same is true when I sign in via COX Connect app. I can see by the COX forums that this is a well noted topic and resolutions are not forthcoming nor are consistent answers. Therefore I would like to let COX officially know that I am having problem with my account and have in the past but didn’t go through the bother of reporting it, as it would usually resolve in a week. Also with the increasing prices for COX products/fees and then not being able to utilize important features. Seems an account credit would be in order. I will also be sending this message along to cox.help@cox.com including a link to thread along with my home phone and account name.

Hi Pam613, I have confirmed that Phone Tools is recording Call History for other telephony subscribers. I'm unaware of any nationwide problem with Phone Tools. Are you accessing Phone Tools via the Cox Connect App or via a web browser (http://phonetools.cox.com)? Make sure you are logging in with your Cox Primary Username and password. If no calls are being captured in Call History, it's possible the Call History feature is inactive. To reactivate, log in to http://phonetools.cox.com and click on the + sign next to Call History. Once activated, Call History is updated every 15 minutes. Telephone numbers for the following do not appear in Call History: Toll Free, N11 (such as 911, 411, and 511), and Remote Call Forwarding. Also, for an outgoing call to be listed in Call History, the call must be answered or go to voicemail. Calls that are unanswered will not be displayed in Call History. -Becky, Cox Support Forums Moderator

Becky, I'm accessing it in the connect app & the website........it's still not working & I don't see how you can say it is. Cox checked my phone modem & restarted it all to no avail. All these people reporting it's not working can't be wrong & imagine how many people aren't reporting it. I spent hours on the phone with cox last week for nothing! Between the price increases, lack of security & products not working lately it's time to look for an alternative if this isn't fixed.

Phone tools | Cox Community

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Becky
Moderator
7 years ago
Hi Pam613, I have confirmed that Phone Tools is recording Call History for other telephony subscribers. I'm unaware of any nationwide problem with Phone Tools. Are you accessing Phone Tools via the Cox Connect App or via a web browser (http://phonetools.cox.com)? Make sure you are logging in with your Cox Primary Username and password. If no calls are being captured in Call History, it's possible the Call History feature is inactive. To reactivate, log in to http://phonetools.cox.com and click on the + sign next to Call History. Once activated, Call History is updated every 15 minutes. Telephone numbers for the following do not appear in Call History: Toll Free, N11 (such as 911, 411, and 511), and Remote Call Forwarding. Also, for an outgoing call to be listed in Call History, the call must be answered or go to voicemail. Calls that are unanswered will not be displayed in Call History. -Becky, Cox Support Forums Moderator
- Pam613
  Contributor II
  7 years ago
  Becky, I'm accessing it in the connect app & the website........it's still not working & I don't see how you can say it is. Cox checked my phone modem & restarted it all to no avail. All these people reporting it's not working can't be wrong & imagine how many people aren't reporting it. I spent hours on the phone with cox last week for nothing! Between the price increases, lack of security & products not working lately it's time to look for an alternative if this isn't fixed.
  - Becky
    Moderator
    7 years ago
    Hi Pam613, each of my teammates with Cox Digital Telephone confirmed that Call History is recording calls successfully since January 8th. I'd like to take a closer look at what's happening and see if I can resolve this for you. Please email my team at cox.help@cox.com with your full name, address, and a link to this thread. -Becky, Cox Support Forums Moderator
Pam613
Contributor II
7 years ago
Is anyone else in the RI area having problems with phone tools not logging incoming or outgoing calls?
- KevinM2
  Former Moderator
  7 years ago
  Hi Pam613, we are deeply sorry about the ongoing issues involving your call history. Our records indicate a representative contacted you yesterday and left a voicemail, to confirm a resolution. Can you please check to see if the issue is resolved?
  
  If not, we will continue to take escalate this case until we obtain a resolution. -Kevin M. Cox Support Forum Moderator
  - Pam613
    Contributor II
    7 years ago
    It is not resolved & there was no voice message left from Cox on my phone.

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