Troubleshooting Cox Business Phone

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?
   • If yes, see Rebooting Your Equipment in Cox Business MyAccount.
   • If no, then continue to the next step.
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.

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.

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?
• If yes, see Rebooting Your Equipment in Cox Business MyAccount.
• If no, then continue to the next step.
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.

1. Are you able to access MyAccount online or through the mobile app?
• If yes, see Rebooting Your Equipment in Cox Business MyAccount.
• If no, then continue to the next step.
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.

1. Are you able to access MyAccount online or through the mobile app?
• If yes, see Rebooting Your Equipment in Cox Business MyAccount
• If no, then continue to the next step.
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.

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

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.

•  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 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.

• Time Schedules impact the call routing on features such as Auto Attendant, Call Acceptance / Rejection, and Call Forwarding. See Creating and Managing Time Schedules in MyAccount to confirm calls your regular business hours, after hours, and holiday hours are correct.
• If you have an Auto Attendant, log in to Cox Business MyAccount to ensure your Menu Options are configured correctly. See Setting Up Attendant.
• If you have Selective Call Forwarding enabled, see Changing Call Forwarding Rules in MyAccount. 

• Verify you are subscribed to the select phone feature in MyAccount by going to myaccount-business.cox.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.