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Call History Does Not Display Hours In New System

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Message 1 of 21
2,926 Views

Xfinity Voice does not display hours in the the Call History since the changeover to the new format.  If I'm on the phone 1 hour 17 mins 53 secs, the call history displays 17 mins 53 secs.  I rely on the call log heavily to bill clients for my time.  Will this be fixed at some point?  Or is there another way to access the correct time logs?

20 REPLIES
Posted by
Official Employee

Message 2 of 21
2,790 Views

Hi gt67cougar,  I apologize for your experiences, I can get this researched for you and will send you a private message to further assist.

 

Thank you




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Posted by
Official Employee

Message 3 of 21
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Hi gt67couger, I have responded to your private message.

 

Thank you




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Message 4 of 21
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Thank you EG!




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Posted by
Official Employee

Message 5 of 21
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Higt67cougar, I have responded to your private message.

 

Thank you




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Posted by
Official Employee

Message 6 of 21
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Hi gt67cougar, I have responded to your private message.

 

Thank you




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Posted by
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Message 7 of 21
2,246 Views

6 weeks this has been open and no feedback from techs as to what is going on.

Posted by
Official Employee

Message 8 of 21
2,233 Views

Hi gt67cougar, I have requested an update on the ticket.

 

Thank you for your patience




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Posted by
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Message 9 of 21
2,163 Views

Another week has past and I've heard nothing about a fix for this issue and to top it off, I now have no Call History at all.  I've checked it daily for the last few days and nothing.  No records at all.

Posted by
Official Employee

Message 10 of 21
2,074 Views

Hi gt67cougar, I have reviewed the ticket that is open with our engineering team. We will provide you with an update once we have one. We apologize for the delayed inconvenience. 




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Posted by
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Message 11 of 21
1,995 Views

Call history is back but with a 2 plus week gap that will never be recovered.  Hours are still not reflected in Call History and this ticket has been open more than 2 months.  As this is vital to my consulting business, I've got to start looking at other providers.

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Message 12 of 21
1,861 Views

Ticket's been open 3 months with no information or ETA and no info here in weeks.. 

Posted by
Admin1

Message 13 of 21
1,858 Views

gt67cougar -- Apologies for the delays. We do have a technical support team working through this issue. 




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Posted by
Admin1

Message 14 of 21
1,830 Views

gt67cougar -- Wanted to update you that we were able to find the error that's causing your call history not to display correctly. We are getting this error fixed and will be releasing an update once it's complete.  




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Posted by
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Message 15 of 21
1,818 Views

Thank you for the update, do they have an estimated time for the fix to be applied?? 

Posted by
Admin1

Message 16 of 21
1,812 Views

Not at this time. 




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Posted by
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Message 17 of 21
1,715 Views

Anything??  Any progress??  I had a 2 hour 50 minute call on Friday, but it still shows up in Call History as 50 minutes.  That's just one example, there are many.  As a little bit of a work around, I've found that any calls that would have been considered long distance actually show up correctly if i look at the web bill for voice, but local calls are not shown there.  If there was even an ETA it would be helpful.

Posted by
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Message 18 of 21
1,575 Views

Coming up on four (4) months this ticket has been open with no resolution in sight and little feedback regarding something as simple as getting call history to display properly in their redesigned website.  Time to look at Ooma.

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Message 19 of 21
1,420 Views

Over 4 months on this issue and no feedback or news from anyone from Comcast in more than 30 days, awesome.....

Posted by
Official Employee

Message 20 of 21
839 Views

 

Hi gt67cougar, I can check on your ticket progress for you. Can you please send me a private message by clicking on my name (ComcastAmir) and provide your account number and ticket number that is associated with your account?




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Posted by
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Message 21 of 21
494 Views

ComcastAmir,  I was never given a ticket number, ComcastPhill opened a ticket for this issue on 3/31/2017.  I haven't checked this in over a month as I don't use my Comcast email for anything and rarely if ever check it.  (it would be nice if we could get notification sent to an email address we actually use).  It appears the hours are displaying properly in the online Call History now (clap, clap, clap), when the last 90 days history is printed however, the hours are still not listed.  So, online is now displaying correctly, printed is still dropping hours from report.  Thanks.