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Did you forget your voice mail password? How about problems with the fax machine? Going on a trip and need to manage call forwarding? Whatever your question, we make sure our digital telephone support has the answers.

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Phone Tools Troubleshooting

Last Updated: Thu, 18 Oct 2012 > Related Articles

24 rated this


Here you'll find solutions to common troubleshooting issues.


Voice Mail

How do I rewind a voice message?

Click the rewind arrow located in the bottom left area of the onscreen audio player.

Why can't I leave a voice message on my home phone?

You may have Call Forwarding or Call Waiting turned ON, which prevent callers from leaving a message. Or the Voice Mail ON/OFF setting is in the OFF position.

Go to Phone Tools at http://phonetools.cox.net, sign in, and then click the Settings tab. Click the Call Forwarding feature. Make sure all options are in the OFF position and click Submit. Then click the Call Waiting feature. Make sure it is in the OFF position and click Submit. Finally, click Voice Mail. Click the Voice Mail ON/OFF feature. Make sure it is in the ON position and click Submit.

Can Phone Tools retrieve a deleted Voice Mail message?

No. Once the Delete button is clicked, the message is deleted and cannot be retrieved.

How do I fix the audio? I can't hear the voice messages.

Make sure your speakers are turned ON. Also, the audio player has a volume slider -- click and drag the slider to maximize the audio volume.


Do I pay extra for Phone Tools?

No. Phone Tools is a free feature of Cox Digital Telephone service.


Why is the list of calls on my phone bill different than the list in Call History?

Your phone bill is based on your billing cycle, which may not sync up with the Call History list. The list of calls in Call History is not used to create your phone bill.


Where do I get a detailed phone bill?

Go to www.cox.com and click the View/Pay Bill tab. Sign in with your User ID and Password. If you don't already have a User ID and Password, click the No Account? Register Now! link and enter your account number and PIN number located on your paper bill. After you Sign In, click the Download Paper Bill link to see details.


Call History

When is Call History updated with new calls?

Typically within 15 minutes of a call, it will be listed in Call History. 

Why does Call History list the Name of some callers as either “unavailable,” "unknown," or blank?

The caller has Caller ID Block turned on for their phone.

Why does Call History turn OFF sometimes?

After 90 days of inactivity, we stop displaying the list of calls for security purposes. You can always reactivate by using the feature. However, any calls received between day 90 and the day you reactivate, will be lost.

Phone Settings

How do I save contacts from my cell phone to the Address Book?

Click the Address Book link located on the Phone Tools web page. From there, you can manually enter names / phone numbers into the Address Book's Universal Contact Manager. If you have a Cox wireless phone or an Android phone, click and set up the Sync tab to make contacts entered from one device, thereby available to all devices.

What good is My Numbers?

It makes Call Forwarding extra easy. Enter up to 10 phone numbers in My Numbers -- numbers to which you are likely to forward your home phone, such as your work number, mobile phone, spouse or family number, group mailboxes, and additional home phone lines. Then click the Call Forwarding option. All of those numbers you entered will pop up as "Forward To" numbers you can simply "click" to select rather than enter manually each time.

Does Caller ID Block hide my phone number too?

Yes. Neither your name or phone number will show on the Caller ID display of other peoples' phones.

I forgot my Voice Mail PIN. What should I do?

Make a new one in Phone Tools. Go to Phone Tools at http://phonetools.cox.net, sign in. If you forgot your login, click Forgot User ID / Password? and follow the prompts. Once signed in, click the Settings tab. Click Voice Mail. Next to Voice Mail PIN click Change. Enter a new PIN number. It can be from 4 to 8 digits long. Re-enter it to confirm. Then click Submit. Use this new PIN to retrieve Voice Mails from your home phone.

See also Voice Mail FAQs

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