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Using Call Trace

Solution

Call trace allows you to dial the code *57 to trace the phone number of a call that was received.

  • This service is used to trace harassing calls which warrant law enforcement or legal action. If you do not intend to take legal action, then an alternative is to use Call Return with *69.
  • There is a per-use charge for call trace.

Important: Call trace must be used immediately after you disconnect from the call you want traced. If you get another call, or hear a Call Waiting tone first, then you will trace the wrong call.

Using Call Trace

Immediately after receiving a harassing call, hang up the phone, then complete the following steps.

  1. Wait for a few seconds, then pick up the phone and press *57. On a rotary phone, dial 1157.
  2. Listen for an announcement to play. You will hear one of the following.
    • A confirmation that tells you that the last call has successfully been traced and to contact law enforcement.
    • A message that states it was not possible to trace the last incoming call and the attempt was not successful.
  3. Hang up the phone.

    Notes:
    • If you want to take legal action after a Call Trace is successful, then contact a law enforcement agency so that Cox can provide the number to the agency directly.
    • We cannot provide the traced number directly to a Cox Voice customer.

Obtaining Call Records

All Cox Voice customers can use Voice Tools to view a Call History log which lists calls you made and received for up to the past 120 days.

If you need records of outgoing calls made prior to the last 120 days, then you can obtain them for a charge by presenting a photo ID and completing a release at any Cox Solution Store location. Records will be mailed to the address on your statement in two to three weeks. Cox maintains call records for up to 18 months.

Other than through Voice Tools, records of incoming calls are not available to customers because they may include private or unlisted number information. Law enforcement can obtain these records for investigation of harassing or annoyance calls.

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