Call history for more than the last 3 billing cycles

Spent all morning with support which seems to be getting worse each time I need to engage with them. For legal reasons we need our entire 2024 call history. Apple iPhone only saves last 100 calls and no way to extract a file for anyway. After speaking with Xfinity Mobile support their answer was that they only keep the last 3 mobile billing cycles on record (which is complete BS). They simply don't want to take the time to pull an archive file so this is their standard answer. This makes no sense as every other carrier provides call history going back 18 months and beyond.

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DaveO3

Problem Solver

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778 Messages

6 months ago

An iPhone should keep 1,000 or so phone calls. If you purchased a new phone it will only capture/log new phone calls, so your options are to find your old phone if you did not clear all data from it, or if you kept an old iCloud backup you can restore the old backup to an old (or new) iPhone.

Good Luck!

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149113

New Poster

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5 Messages

@DaveO3 It's an iPhone 11 Pro Max purchased new in 2020. My understanding is that Apple only logs the last 100 calls in the "recent" tab so I don't think the answer is with that. Yes, we could restore an old backup but that introduces all kinds of issues with data integrity because anything since will be wiped out. Yes, we do have iCloud enabled for calls. It's shocking to me that Xfinity has no log of calls later than 3 months. I remember being the AT&T and VZ where you could get .csv extracts of call and text from 18 months prior

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6 months ago

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XfinityEva

Official Employee

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1.9K Messages

6 months ago

Thank you for taking the time to reach out. At this time the information you received is correct. You can review your last three months of call and text message details using the Xfinity app or online through your Xfinity Mobile account. This history includes dates, times, and phone numbers for all calls and text messages sent from and received by all lines of service on your account.

Call and text message details older than three months aren't available. We don't store the content of any text messages.

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user_mbom4r

Visitor

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1 Message

So what is an option to obtain the text and call details? Xfinity must keep a record of it somewhere. I need the details from about 4 months ago. That info must be stored somewhere. I’ve been a paying customer for a long time and no one from Xfinity that I talked to knows how to find these details. It’s a simple date and time stamp of calls and texts.

Federal regulations (47 CFR § 42.6) mandate that carriers retain records necessary for billing toll calls for 18 months. This includes information like the caller's name, address, and phone number, the number dialed, the date, time, and length of the call.

so how do I (primary user) obtain this info?

(edited)

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13 days ago

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XfinityDilary

Official Employee

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2.4K Messages

user_mbom4r Thanks for you comment. We can check what options we have to request that information for you. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 days ago

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149113

Call history for more than the last 3 billing cycles

DaveO3

149113

XfinityEva

user_mbom4r

XfinityDilary

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