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Troubleshooting Cox Connect Home Phone Features

Solution

By November 22, 2019, these features will no longer be available through the app. Please sign in to My Account on Cox.com or the Cox Voice Everywhere app to use these features.

Use the table below to resolve issues with Cox Connect home phone features.
 

Issue Possible Cause Resolution

Cannot access the following:

  • All Calls
  • Incoming
  • Outgoing
  • Voice Mail

You may not have permissions. For security purposes, only the primary user can view phone records.

To verify your account permissions:

  1. Click MyConnection.
  2. Sign In.
  3. Click My Account.
  4. Click Manage Users.
Home phone's message waiting light or stutter dial tone stays ON even though voice messages were retrieved or deleted from within the app. Temporary technical glitch.

Access your voice mailbox by phone:

  1. Dial *298 or your remote access phone number.
  2. Enter your PIN followed by the # key.

Result: The message light and stutter dial tone are reset.

Sign in fails to display the Home Phone icon on the Cox Connect page.

Your Cox Digital Telephone service for your home phone line was disconnected. Access is denied after 90 days of inactivity.

  • Contact us to set up Cox Digital Telephone service for your home phone line.
  • Go to www.cox.com, click MyConnection, then click Forgot Password in the Sign In box to reset your login.
" Call Back" feature not available

The feature is not available on the iPad, iPod Touch or Android tablets.

Consider switching to an iPhone or Android smartphone.
" Send Text Message" feature not available The feature is not available on the iPad, iPod Touch or Android tablets. Consider switching to an iPhone or Android smartphone.
" Not a primary account" error message Access requires that you be the primary account holder. Log in with the User ID and Password of the primary account holder.
" No phone service" error message This service is unavailable because your account is not subscribed to Cox Digital Telephone services. Contact us to set up Cox Digital Telephone service for your home telephone line.
" No voicemail service" error message The home telephone line is not subscribed to the Cox Voice Mail service. Contact us to set up Voice Mail service for your home telephone line.
No Internet connection

Your wireless device may be out of range, or the WiFi setting was disabled. There may be a temporary Internet outage.

  • Verify your smart phone or tablet has its WiFi setting enabled. Tap the Menu icon, then tap Settings, then tap Wireless, then make sure the WiFi checkbox is checked.
  • Verify you purchased a data plan from your wireless phone carrier. Both a calling plan and a data or Internet plan are required for a smartphone connection to the Internet.

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