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Troubleshooting Cox Business Phone

Solution

Phone Hardware

Refer to the table below for steps to take to troubleshoot your phone hardware.

Issue Resolution
My phone has no dial tone or has intermittent dial tone.
  1. There may be a network outage impacting your phone services. Visit www.cox.com/business/support/outages and click the Check For Outage button to identify if you are in an outage.
  2. Are you able to access MyAccount online or through the mobile app?
  3. Confirm the phone cords are not damaged and the eMTA is plugged into the outlet.
  4. Unplug all phone equipment on the phone line for 5 to 10 minutes and then plug in a single hardwired phone.
  5. If you are not able to restore dial tone, use a different phone or Chat Now.
Not Receiving Calls
  1. There may be a network outage impacting your phone services. Visit www.cox.com/business/support/outages and click the Check For Outage button to identify if you are in an outage.
  2. Call Forwarding may be activated on your line. See Changing Call Forwarding Rules in MyAccount.

    Note: The system may have saved a partial phone number when setting up call forwarding causing it forward an incomplete of only 1 or 2 digits and it cannot complete the call. 

  3. Confirm that Do not Disturb is not turned on. See VoiceManager - Do Not Disturb.
  4. Time Schedules impact when and how you receive calls. See Creating and Managing Time Schedules in MyAccount to confirm your regular business hours, after hours, and holiday hours are correct.
Not able to place outbound calls
  1. There may be a network outage impacting your phone services. Visit  www.cox.com/business/support/outages and click the Check For Outage button to identify if you are in an outage.
  2. Are you able to access MyAccount online or through the mobile app?
  3. Unplug all phone equipment on the phone line for 5 to 10 minutes and then plug in a single hardwired phone.
  4. If the issues persist, Chat Now for additional support.
Callers cannot hear or can't be heard.
  1. Are you able to access MyAccount online or through the mobile app?
  2. Unplug all phone equipment on the phone line for 5 to 10 minutes and then plug in a single hardwired phone.
  3. If the issues persist, Chat Now for additional support.
There is static on one or more lines.
  1. Are you able to access MyAccount online or through the mobile app?
  2. Unplug all phone equipment on the phone line for 5 to ten minutes and then plug in a single hardwired phone.
  3. Confirm phone cords are not damaged and the eMTA is plugged into an outlet.
My phone is not ringing

Check the ringer and volume controls on your phone to make sure the settings are correct. If the issues persist, Chat Now.

I am getting short rings on my phone and no one is there when I answer. If your phone is giving only one short ring, you may have Call Forwarding activated on your line. See Changing Call Forwarding Rules in MyAccount for more information.

One of my phone jacks is not working.
  1. Try plugging another phone into the jack to verify that the problem is not the phone itself.
  2. Check all connections to make sure that all phones are securely plugged in.
  3. If you continue to experience problems with the jack, Chat Now for assistance.
I cannot use my fax machine or modem; my Voicemail has a stutter tone.
  •  If you are unable to clear the stutter tone by retrieving your messages, try adding 6 to 8 commas in front of the phone number you are dialing to delay the equipment until the stutter tone goes away.
  • Commas delay the equipment before dialing. 

Calling Features

Refer to the table below for steps to take to troubleshoot your calling features.

Issue Resolution
I am receiving unwanted calls from anonymous numbers and toll free 800 numbers. See Allow or Block Incoming Calls With Selective Call Rules in MyAccount.
I cannot dial 900 numbers. Cox does not support dialing a 900 / 976 number.
I don't see Caller ID displayed when receiving calls.
  • Calling Line ID allows you to manage option for how your caller ID displays when making internal or external calls.
  • To update the individual name or group name of your outgoing Caller ID display for your VoiceManager or IP Centrex service, Chat now for additional support.
I am having problems dialing an international number. See Placing International Calls.
All my calls go directly to voice mail and I cannot remove this feature. Confirm you are using #21 to remove call forwarding to voice mail. If your phone system does not allow the # sign to be used, Chat Now to request the send all calls to Voicemail feature be removed from your phone.
My calls are not routing correctly after business hours.
I cannot use some of my phone features. I hear a fast busy signal, or the feature isn't showing up online.
  • Verify you are subscribed to the select phone feature in MyAccount by going to Myaccount.coxbusiness.com and signing in with your User ID and Password. You can also Chat Now to add the feature to your phone services.
  • If you are using star codes on your phone, confirm you are using the correct code for the feature you are trying to access. See Viewing Feature Access Codes in MyAccount.
  • Certain features, including Call Forwarding and Voice Mail, require the phone number to be assigned to your MyAccount User ID to be visible online or in the mobile app. See Managing Phone Number Assignments in MyAccount.
  • You can also Chat Now to add the feature to your phone services.
I cannot dial out. When I try, I hear beeps and clicks. Make sure your phone setting is "Tone" and not "Pulse."
New MyAccount

Cox Business MyAccount Updates

With the new and improved MyAccount portal from Cox Business, you’re in control. Included with your Cox Business services, it’s all right at your fingertips anytime, anywhere. 

 

  • Perform a health check on your services and reset your equipment
  • Easily configure key features and settings like voicemail and call forwarding
  • View your balance and schedule payments

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