Magicjack

Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 7 ratings and
23 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
Magic Jack Plus Product Does Not Work-1 Month Old, Overheating And No Dialtone, No Help
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST LOUIS, MISSOURI -- Tech not helpful even with the top 10% brainy tech as they describe, does not want to change the product even when purchased just 30 days ago, magic junk should be the name of this product.

Magic Jack plus does not have dialtone, lan or USB connection, does not work even all the changes they want on the computer, even asked to get in to our pc by remote, they are known to hack company computer it allowed, we don't where they are based....

Support Chat log:

Please wait for a site operator to respond.
You are now chatting with 'Kevin'
Your Issue ID for this chat is LTK1115309671860X
Kevin: Hello, how may I help you?
Kevin: Hi, Ron. How are you today?
Ron: I am chatting for my friend that owns this device. It does not work.
Kevin: Okay, I understand. Let me assist you regarding your concern.
Kevin: May I have your Magicjack phone number please so that I can check it here on my end.
Ron: 3147740699
Kevin: Thank you.
Kevin: Please wait while I check that for you
Ron: I am also a magic jack customer and I tried taking this unit home and plugged it in my LAN. It doesn't work. My other unit works.
Kevin: I see.
Kevin: May I know where the device is currently plugged in? Plugged directly to the router or on the USB port of your computer?
Ron: It is currently plugged in on the pc that I am currently using right now.
Kevin: All right.
Kevin: Please click the link to download and run the magicJack upgrade:
Kevin: http://upgrades.magicjack.com/upgrade/magicJackSetup.exe
Ron: It is currently on USB port.
Kevin: All right.
Kevin: Please click on the link I provided.
Ron: I did. Its blank.
Kevin: I see.
Kevin: Can you please click on it again and run.
Ron: I see now its downloaded. I opened it. Nothing is happening yet
Kevin: I see.
Kevin: May I know if you're using the USB extension cord?
Ron: I clicked run.
Kevin: All right.
Ron: Another thing that I noticed with this device it that it gets really hot. My other one doesn't.
Kevin: It's normal for the new device, Ron.
Kevin: May I know if you're using the USB extension cord?
Ron: I have another one to compare it. So I can tell
Kevin: I see.
Ron: It's done updating/ upgrading. I tried it but still no dial tone.
Ron: No dial tone. Phone is plugged in and I am currently using the USB port.
Kevin: Can you please unplug the telephone cord and plug it back.
Ron: k
Kevin: Thank you.
Ron: still the same
Ron: No dial tone
Kevin: I see.
Kevin: One moment please...
Kevin: : May I know if you're using the USB extension cord?
Ron: no USB extension chord. When I took this home. I unplugged my other Magic plus that works and I plugged this unit in place. -No dial tone as a
Ron: result and the unit becomes too hot
Kevin: All right.
Kevin: One moment please...
Kevin: .
Kevin: • Please click the Windows “START” button and select “Control Panel” ( if not in Classic view; click “Switch to classic view”).
Ron: why do we have to go through this?
Kevin: We're going to fix the device, Ron. We will add some ports for the device to work on the computer.
Ron: okay were on.
Kevin: Thank you.
Kevin: • Please double click “Windows Firewall”. A dialogue box named ‘Windows Firewall’ will pop up. (make sure it is On so that we can add the ports)
Ron: Says cannot start windows firewall sharing.
Kevin: I see.
Kevin: One moment please...
Ron: Why can't you just give us a different unit instead of fixing this device. The subscription is already paid but the unit itself does not work at all.
Kevin: I understand.
Kevin: However, it's important for us to check for it.
Kevin: .
Kevin: Please click Windows "Start" button and click on "run". In there type DEVMGMT.MSC and click OK. Device Manager will open.
Ron: okay.
Ron: this is a device manager
Kevin: On the device manager, please click on the + sign for DVD/CD ROM Drives. You should see YMAX MagicJack USB Device or TigerJet CD-Rom USB Device there.
Ron: I see it
Kevin: Please right click on that, select Properties then go to Details tab.
Ron: you want me to click it but theres no disk
Ron: its on
Kevin: Yes, right click.
Ron: Right click then?
Kevin: Please right click on that, select Properties then go to Details tab.
Ron: update? disable? uninstall
Kevin: Select properties.
Ron: you mean properties
Kevin: Yes, that is correct.
Ron: then?
Kevin: .
Kevin: can you see something like USBSTOR\DISK&VEN_ TIGERJET&PROD_ HARDDISK&REV_ V2.0\7&1335DE08&0&A9210503028182&0?
Ron: It just says Ymaxcorp majicjack plus cd USB device
Kevin: Please click on that value to highlight it, then copy the information by pressing the CTRL and C keys on your keyboard together. Then right click on this chat and select Paste.
Ron: there is nothing to hightlight. the only option we have is troubleshoot. We are still on the properties right?
Kevin: Would you like us to log onto your computer remotely and resolve this issue for you? If yes, I will transfer you to a higher level of support that will take care of this for you.
Ron: Don't know if that is permitted around here. Other options? Maybe send this to you and you give me a new one?
Kevin: We use Tech Chat to better assist you. By using Tech Chat, we can send you instant upgrade links and run several diagnostic tests, that cannot be done over the telephone. We are also able to see where you are located, what OS and Internet browser you are using. Lastly we can see that your Internet connection is working too.This will provide the best Customer care experience and keep you most satisfied.
Kevin: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Marykate'
Your Issue ID for this chat is LTK1115309671860X
Marykate: Hello. My name is Marykate. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Ron: I'm here. Cannot let you remotely change anything on my Pc. I've already mentioned that I tried plugging this unit in place of my other working magic plus device. This unit doesn't have a dial tone and I get very hot compared with the other one that work. That is my best judgment that it needs replacing.
Ron: I meant to say this unit gets very hot.
Marykate: Thank you for waiting. Let me assist you with that, Ron. May I know if you are referring to this magicJack phone number: 3147740699?
Ron: Yes. I tried taking this home and plugged it place of my other device just to see if it function. It does not.
Marykate: Thank you for the information.
I will refresh the service connection of your magicJack from my end. As of the moment, kindly unplug the magicJack device from where it is currently plugged in.
Ron: okay. Unplugged and plugged it back in
Marykate: Thank you for doing that. I have successfully refreshed the service connection of your magicJack. You may now plug it back from where it has plugged before.
Please try to make a test call and check if it is working now.
Ron: still waiting
Ron: Now the window is on.
Marykate: Very good. Please try to make a test call and check if it is working now.
Ron: Nope
Ron: Nothing. Just like I've mentioned from the beginning.
Ron: Whether its USB or AC plug. I've tried everything. It doesn't work.
Marykate: Is the magicJack device plugged onto the USB port of the computer you are using to chat with me with a blue light on?
Ron: Yes. Currently usb.
Marykate: May I know if you are using a USB extension cord with the magicJack device or it is directly plugged onto the USB port of the computer?
Ron: no extension. Its directly plug in the USB port of the pc.
Marykate: We have to reset your Device Manager drivers. Please perform the following steps. Are you ready?
Ron: Did we just do that from the previous chats above?
Ron: lets try it again. I'm on device manager.
Marykate: Click start menu/start button then click RUN. Type devmgmt.msc and press Enter key on your keyboard or click start menu/start button then click Control Panel and double click device manager.
Ron: I'm on device manager now. Next?
Marykate: At Device Manager window, click + to the left of Disk drives. (Do you see YMAX MagicJack USB Device or Tigerjet Harddisk USB Device?)
Ron: Yes I see it.
Marykate: Right click on YMAX MagicJack USB Device or Tigerjet Harddisk USB Device and select Uninstall.
Ron: It says you are about to uninstall. click it?
Marykate: Yes, please.
Ron: I have to restart the computer? Prompting me.
Marykate: Please select No when it want to restart the computer.
Ron: k
Ron: Next?
Marykate: Click + to the left of DVD/CD drives. (Do you see YMAX MagicJack USB Device or TigerJet CD-ROM USB Device?)
Ron: Not sure what you mean. back to properties and click ymax Magicjack USB device?
Marykate: No, can you see DVD/CD drives on Device Manager?
Ron: Says - not +. Device is not there. We deleted it.
Ron: Computer must be restarted to take effect.
Ron: Right now it says 0 location
Marykate: Click + to the left of DVD/CD drives.
Ron: still there.
Marykate:
Do you see YMAX MagicJack USB Device or TigerJet CD-ROM USB Device?

Ron: Yes.
Marykate: Right click on YMAX MagicJack USB Device or TigerJet CD-ROM USB Device and select Uninstall.
Ron: To finish removing the hardware. The pc has to be started as a prompt. It will still be there until restarted. However, location 0 it says. It doesn't exist. It will only take effect when restarted.
Marykate: Please select No when it want to restart the computer.
Ron: I already did
Marykate: Click the + sign next to Sound, video and games Controllers then see if you can find USB Internet Phone by Tigerjet in there.
Ron: There's no option for Games-controllers.
Marykate: How about Sound?
Ron: Sorry. Sounds-games-controllers there is.
Ron: next?
Marykate: Right click on USB Internet Phone by Tigerjet or USB Audio Device with Tigerjet location on its properties and select uninstall.
Ron: That option is not even there. (Tigerjet or USB Audio Device with Tigerjet location on its properties and select uninstall)
Marykate: Right click the USB Audio device then click properties. In the properties box, under the general tab, check if you see location 0 USB internet phone by tigerjet.
Marykate: Are we still connected?
Ron: still here.
Marykate: Were you able to see it, Ron?
Ron: The only place I see that is under CD-DVD drives option. Not on sound-games-controller.
Marykate: Would you like us to log onto your computer remotely and resolve this issue for you? If yes, I will transfer you to a higher level of support that will take care of this for you.
Ron: Same question. I cannot let you in remotely. This is a university PC.
Marykate: Okay. Do you see any yellow exclamation marks or red X marks UNDER the categories that says "Sound, video and game controller" and "Universal Serial Bus controllers"
Ron: Ron is leaving now but Grace my owner is here now. Here you go. Ron is gone.
Ron: are the lower class tech that we encountered before? this the 4th time that we chat on piece of junk device
Ron: I want to talk to the owner of this company
Marykate: Would you like us to log onto your computer remotely and resolve this issue for you? If yes, I will transfer you to a higher level of support that will take care of this for you.
Ron: I will inform the state department of the scams your company is doing
Ron: you cannot hack into the university network, can't you not understand that
Ron: your company is not a trusted institution
Marykate: Okay, let us do the last step for the device drivers.
Ron: what last step
Marykate: Now, please right click on Disk Drives and select "Scan for Hardware Changes".
Marykate: Let me know once it's done.
Marykate: done*
Ron: what is it supposed to do
Marykate: It will restore all the things we uninstalled earlier.
Ron: nothing happens, it does even recognize the device anymore, this device is new and we cannot even use it
Ron: I have already spent hours chatting with you
Ron: all of this chat with just be forwarded to the state department for proper judgment on this case
Ron: you just screwed up this university computer
Marykate: I understand, Ron. However, I am here to help you.
Marykate: Please cooperate with me steps, so that we can fix this magicJack device.
Ron: if your company is selling this junk, it should be stopped immediately, your company is scamming a lot of customers in the u.s.
Marykate: I understand that you are frustrated. However, I need to ask you to please refrain from using abusive language so that I may continue assisting you. Keeping our dialogue professional and courteous will allow me to better serve you. Otherwise, I will be forced to end this chat.
Marykate: It seems that you are not cooperating with me, Ron.
Ron: we did cooperate for about 8 hours now since we started chatting with different tech and above 10%so called excellent tech but useless
Marykate: I will end this chat now. If you have any other concern, please don't hesitate to chat us back. Thank you.

Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat

     
Replies
Magic Jack Assigned Me Phone Number Belonging To Someone Else
By -

Important. Important. If you are not able to make calls or having trouble with your contact list, please Click Here for fix. This will be your best solution. You should not click here if you do not have this problem.

You are now chatting with 'Virgil'

Your Issue ID for this chat is LTK419096266498X

Virgil: Hello, how may I help you?

jessica weaver: the free phone number assigned to me during the registering procedure apparently already belongs to someone else whm I have no idea of. When I call my own number a voice mail comes on with an older male's voice telling me to leave him a meassage

jessica weaver: number given to me was 716810xxxx

Virgil: Please wait while I check that for you

jessica weaver: I need this corrected asap this nmber is to be posted on my website for a small business I own

jessica weaver: ty

Virgil: I appreciate your patience.

Virgil: Are facing this problem in every incoming call?

jessica weaver: np

jessica weaver: ???

jessica weaver: huh

jessica weaver: do you understand the question

Virgil: Yes

jessica weaver: I just received this magic jack

jessica weaver: plugged it in

jessica weaver: registered

jessica weaver: and upon regsitering I was assigned this free number

jessica weaver: 716810xxxx

jessica weaver: apparently this number belongs to someone else

Virgil: This number is registered on your name.

jessica weaver: I do not want my cusotmers claling a number thinking its me and getting whomever this number belongs to

jessica weaver: yes

jessica weaver: did you call the number?

Virgil: One moment please...

jessica weaver: it goes to some guy's voicemail

jessica weaver: not mine

Virgil: May I have you voice mail address?

jessica weaver: ?

jessica weaver: what's that

Virgil: *your

jessica weaver: I never set a voicemail up

jessica weaver: I just registered this product and still have not set up voicemail

Virgil: Is this your Voice Messaging email address: xxxxxx@gmail.com ?

jessica weaver: yes

jessica weaver: I think

jessica weaver: its my email I used when registering your product if that's what you r referring to

Virgil: Can you access this email address?

jessica weaver: yes

Virgil: Voice mail is default setting with your Magicjack.

jessica weaver: OK

jessica weaver: so now what

Virgil: When you registered your Magicjack it will set the voicemail setting.

Virgil: Please check are you getting voice mail in your account?

jessica weaver: OK I get that part but why is my phone number already assigned to another person

jessica weaver: do I need to get a new phone number form your service?

jessica weaver: phone*

Virgil: You number is used by you only.

jessica weaver: omg

Virgil: You do not need to get a new number.

jessica weaver: when I call my phone number assigned by your magic jack company

jessica weaver: the phone rings

jessica weaver: goes right to some guy's voicemail

jessica weaver: not my voice not me

Virgil: Please wait while I check that for you

jessica weaver: I thought we went thorugh this already

jessica weaver: I have explained this 4 times already to you

Virgil: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

jessica weaver: ty

Please wait while I transfer the chat to the best suited site operator.

You are now chatting with 'Journey'

Your Issue ID for this chat is LTK419096266498X

Journey: Hi this is Miss Journey, Please give me a moment to review your previous chat. Thank you

jessica weaver: ty

Journey: Thank you for holding, Jessica.

Journey: May I know when did you registered your MJ device?

jessica weaver: about 2 hours ago

jessica weaver: sry make that 5 hours ago

jessica weaver: approx 1am eastern standard time

Journey: Okay, Are you able to receive incoming call with your MJ number using other phone line?

jessica weaver: I am not able to set up voice mail when I attempt to dial my number or press vmail on the softphone, the call goes to some guy's voicemail whom I have no knowledge of and asks me to leave a message. I cannot press * 1234 to set up my voicemail like your FAQ's say to.

jessica weaver: no I cannot receive incoming calls

jessica weaver: they r going to this guy

jessica weaver: 716810xxxx

Journey: Okay.

Journey: One moment please...

Journey: Please run this link

Journey: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Journey: http://upgrades/. magicjack.com/upgrade/upgrade. exe

jessica weaver: OK done I ran it

jessica weaver: now what

Journey: Please dial your MJ number using the phone handset connected to your MJ device.

jessica weaver: I did

jessica weaver: same thing is happening

jessica weaver: this did not help

jessica weaver: this phone number belongs to someone

jessica weaver: some older guy

jessica weaver: not me!

Journey: As I have checked here in our end, this phone number (716) 810-xxxx is registered under your name : JESSICA WEAVER account ID: 148xxxx .

jessica weaver: OK that is right that is me

Journey: Please unplug your Magicjack then plug it into the back port of your computer.

jessica weaver: I am telling you this person that has this voicemail might be a local phoen company

jessica weaver: Verizon

jessica weaver: at& t

jessica weaver: someone has this number already

Journey: Try to dial your MJ number with 1 before the 10 digit phone number.

jessica weaver: holy crap I figured it out

jessica weaver: you guys

jessica weaver: assigned me a phone number that belongs to a customer

jessica weaver: already through Verizon

jessica weaver: omg

jessica weaver: I cannot believe you guys did that

jessica weaver: this guys is going to be fumed

jessica weaver: (716) 810-xxxx Type: Land Line Provider: Verizon Location: Williamsville, NY

jessica weaver: just go to 411.com

jessica weaver: type in this phone numebr

jessica weaver: number*

jessica weaver: (716) 810-xxxx Type: Land Line Provider: Verizon Location: Williamsville, NY

jessica weaver: http://www.411.com/search/Replay?search_id=63261450109041733817&lower=1&more_info=1&form_mode=

jessica weaver: bad move

jessica weaver: I obviously am hacking into some poor guys accoutn and calling him

jessica weaver: don't you think you should change my phone number asap

Journey: No, Jessica that phone number is registered under your name, this might be an issue with the number porting porting process from the other phone provider, as the phone number owned by the Magicjack company that person might have been a Magicjack customer before and decided to port the number to Verizon. Do not worry I will make a report on this to our engineering department in order for them to deeper look into this issue and provide an immediate action to resolve this issue.

jessica weaver: noooooooooooooooooo

jessica weaver: this doesn't help

jessica weaver: I paid for this thing

Journey: Do not change your phone number yet within 24 hours , we will get back to you once we have fixed the issue.

jessica weaver: I have a small business

jessica weaver: I just edited my website to add this phone number

jessica weaver: now there is nothing you guys can do

jessica weaver: I need this resolved NOW NOW NOW

jessica weaver: I need a new phone numebr

jessica weaver: not that big of a deal

jessica weaver: I just registered this thing

jessica weaver: I swear I was about to refer this product to over 200 persons through my company

jessica weaver: is this does not get resolved I want phone number and addresses of whom I can contact high end individuals

Journey: That's why I am making a report on this in order for this issue be resolved... and if you'll change your phone number right now, there will be a charge of $4.95 for the change of phone number. I need to relay this issue first to our upper management in order for them to provide a best resolution regarding with this issue.

jessica weaver: escalate this chat then to someone hat can get me a resolution

jessica weaver: wtf why would I pay $4.95 for an error on your end

jessica weaver: I cannot wait

jessica weaver: do you understand I own and operate a business

jessica weaver: I was told this was a RELIABLE product

jessica weaver: you making notes and telling others will not help me out right now

jessica weaver: change my number please

jessica weaver: now

Journey: No, As I have said the only way for us to relay this issue and make an immediate report to our upper management for them to provide an immediate action regarding this issue and all we need is your Full cooperation.

jessica weaver: or I will copy this chat post it to my website along with 3 review websites recommending or denouncing a product and I can assure you you will rapidly lose customers

jessica weaver: I will not cooperate

jessica weaver: your company assigned a bogus number to me

jessica weaver: this poor guy will have already over 50 calls to his voice mail

jessica weaver: he is a paying Verizon customer

Journey: I am informing you that if you'll change your phone number right now, you will be charge $4.95 for the first change, that's why I am making my report on this so that this issue will then be settled.

jessica weaver: how can you not figure this out????

jessica weaver: charge me $4.95 I will dispute the charges appearing on any and all charge statements....happily

jessica weaver: does this company not authorize you to assist the customer with a fix the issue now mentality?

jessica weaver: why can you not just assign a new number to me RIGHT NOW then look into it on your own time so I can get phoen calls

Journey: As I have stated, Jessica. If you will change your phone number right now, a charge of $4.95 will be applied on your account for the change of phone number, as our system will process the phone number changed... and that's why we don't suggest you to change the phone number first, as we will make a report with this issue to our upper management, in order for them to fix the issue and change the phone number without charging your account....

jessica weaver: THEN HOW AM I SUPPOSED TO RECEIEV MY CUSTOMERS PHONE CALLS WHEN THE CALLS ARE GOING TO SOME OLDER GUY WITH NO AFFILIATION TO ME OR MY BUSINESS??????

jessica weaver: DO U UNDERSTAND THAT NO PHONE NUMBER = NO BUSINESS

jessica weaver: THERE HAS TO BE AT LEAST 1 PERSON THERE WERE EVER IN THE WORLD U MAY BE THAT CAN RESOLVE THIS RIGHT NOW

jessica weaver: I have never been more upset with a company and you don't even have a toll free cs number

jessica weaver: I am stuck chatting

jessica weaver: do you have supervisors??

jessica weaver: maybe the inventor of this thing can figure this out

Journey: That's why we have our engineers, whom we relay this issue in order for them to fix this problem and made an adjustments on their end,.

jessica weaver: I am sure this isn't the first time it has happened

jessica weaver: however long that might take

jessica weaver: no phone number= no business for me

Journey: No.. I am already on the last level of support who could assist you with this issue.

jessica weaver: w o w

jessica weaver: this is a mess

jessica weaver: I need an address to write and send a copy of this chat to someone

jessica weaver: please provide me a complaint address and a phoen number to reach someone

Journey: I am sorry, but we are not allowed to disclose such information.

jessica weaver: I am filling out a BBB complaint right now

jessica weaver: so my money goes to whom?

jessica weaver: you have no complaint dept or anyone I can write to

jessica weaver: that is what you are saying

Journey: I respect your decision, however I need your full cooperation in order for us to resolve your concerns, however since you don't cooperate I am forced to end this session.

LIVE CHAT OPERATOR TERMINATED SESSION WITHOUT EVER RESOLVING THIS MATTER!

     
Replies
MagicJack Plus ... False Advertising for "Free 30 Day Trial"
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I decided to try out the MagicJack Plus (Since I am a happy Magic Jack customer of several years).

I went online, read all the small print and decided I would try out the MagicJack Plus' Free 30 Day Trial. They will not charge me for the product unless I decide to keep it after my 30 days.

Well...that's not exactly true!

I ordered the MagicJack Plus on yesterday, 8/2/12. Once my order was completed, it stated delivery may be 12-14 business days AND my credit card will be charged on 9/1/12 which will be the end of my 30 day free trial.

WHAT????

It may be 12-14 business days to get it to me, which will be 18-20 days off my 30 day trial (counting the non-business days)??? So, if I should expect delivery between 8/20 and 8/22...that would mean, if I decided NOT to purchase this product and went by their delivery dates of 12-14 business days to get it returned to them BEFORE I am charged on 9/1/2012, that would mean, I would have to send the product back around 8/14-8/16...I'm not even expected to HAVE the product until 8/20 - 8/22!!!

So, now all I can hope for is to be satisfied with the product and not have to return it.

I emailed them about this:

From: [Snip]
Subject: Re: magicJack Order#: [Snip] Confirmation

Why does the 30 day free trial start before the product is even shipped out? If it takes 12-14 business days to deliver, that is up to 14 days I won't even have use of the product. Why doesn't the trial period begin on the day the product is received/delivered? If a customer decides they did not want the product, and have to have it sent back to you (most likely received by you) BEFORE Sept, 1st which is the end of the trial period, that would mean it would have to be sent out AT LEAST a week before that..so, I would actually only have use of the product for maybe a week or week and a half IF I decided not to keep it. That doesn't seem right at all...however, I have a MagicJack that I use on my computer and have been very happy with it...I can only hope I'm as satisfied with the MagicJack Plus and I won't have to return it.

Their Response:

From: "magicJack"
To: [Snip]
Subject: Re: magicJack Order#: [Snip] Confirmation

Dear Customer,

Thank you for contacting us.

We do apologize for the inconvenience this has caused you. The 30 day free trial starts from the date of purchase.

Please feel free to contact us if you have any additional questions.

Sincerely,

magicJack Support

************

Their email didn't say anything more than what I told them!

     
Replies
Phone number porting to MagicJack - Don't count on it
By -

Potential MagicJack customers may well be thinking in these terms: "If MagicJack works as advertised, I'll port my existing phone number to it and give up my land line." You should know that MagicJack has been promising that number porting is "just around the corner" for a long time. There is no evidence that the hurdles are being cleared and the company is not actually saying what the hurdles are.

Below is a chat that I just had with MagicJack's chat support. The names are changed and the Issue ID omitted but otherwise it is a verbatim transcript.

Transcript of customer-support chat regarding the availability of number porting:

You are now chatting with 'Mj_chatrep'

Your Issue ID for this chat is ...

Mj_chatrep: Hello, how may I help you?

Mj_customer: Hi, Mj_chatrep. My first year of service has expired. I probably will not renew until porting of land-line numbers is available. Do you know when this will be?

Mj_chatrep: As of now, you cannot keep your current phone number since Number Porting feature is not yet available with magicJack.

Mj_chatrep: We do not have a time frame yet regarding number porting to our network. Please check our website from time to time for updates.

Mj_customer: I have been doing this. The website said the number porting would be available in 2009.

Mj_customer: Hi, Mj_chatrep, are you still there?

Mj_chatrep: It is is not yet fully operational. This feature is still on technical upgrade enhancement and will take action on service soon. And since it is a demand of customers like you, our engineers are making this issue a priority and they're working on it. However, we cannot give you a set date for now since we are not yet informed about that.

Mj_customer: Mj_chatrep, this is the same answer, in substance, that chat support at MagicJack has been giving for a very long time. I think it would best serve MagicJack and its customers if MagicJack would just tell the truth and let the customers now what the roadblocks are and what has to happen before they are cleared. The "were working on it, it is a priority and will be available soon" message is getting old and has no credibility.

Mj_chatrep: The most that I can do is to submit this concern to our admins in a form of survey to make sure this kind of issue will be given high importance by them. And since we are continuing to work in upgrading our system to give you the best service with our product, I hope this Number Porting feature will be available for you the soonest possible. Thank you for your patience.

Mj_customer: Mj_chatrep, my patience is gone!

Mj_chatrep: I understand your situation but unfortunately number porting is not yet available.

Mj_customer: Can you give details on the barrier(s). If not please refer me to someone else. Thank you.

Mj_chatrep: Please allow me to inform you that we cannot give you yet such information since number porting feature is still on technical enhancement.

Mj_customer: "On technical enhancement", now there is a smokescreen.

Mj_customer: If MagicJack cannot reasonably and with confidence project a date for porting then it should just tell its customers that they should not plan on this feature becoming available.

Mj_chatrep: Okay. I'm writing it down in your chat and I will send this to our administrators.

     
Replies
Magic Jack Does What It Says And Works Great
By -

For those not familiar with Magic Jack, it is basically an alternative to your standard telephone service that uses the internet to place and receive calls.

I recently purchased one of these devices from Radio Shack. My average phone bill was running about 50 dollars a month which equals out to be 600 dollars a year for something I don't use much. Magic Jack seemed liked an interesting product so I thought I'd give it a try. It costs $39.95 which includes 1 year of service and the device itself. Each year thereafter, it will cost $19.95 a year which includes free long distance to anywhere in the USA, free call waiting, caller ID, call forwarding, 3 way calling and voice mail. They also offer a 5 year package for only $59.95. The unit itself is a small chrome plated box measuring about 2 1/2" X 1 1/2" X 1/2". It has a see through window which shows the internal circuit board lighted by a blue led. It has a USB male connector on one end and a telephone jack on the other end.

Setup was extremely easy, just plug it in to an available USB port, plug in your telephone and wait 3-5 minutes while Magic Jack auto-loads itself to your system and connects to the internet to download files it needs to operate. Once that is completed you will need to fill out a registration form and click on the link with the return e-mail they will send you to complete final activation. Your Magic Jack is now ready to use! An on screen GUI will appear on your computer and it has telephone buttons, a SEND button and an END button so you start and stop calls just like on your cell phone. This interface also allows access to a phone book that you can create with all of your favorite numbers, a redial button, voice mail button and a 411 information button. Simply click the phone number you want with your mouse and hit send, the only thing that you will need to get used to is having to dial the area code, even for local numbers.

If you forget to dial the area code, an automated voice will remind you. You can also make a call by simply using a standard telephone handset as you normally would without the need to do anything on the computer (other than having it on). It can also be connected to your wireless phone master base and all of your wireless extensions will work just like a standard phone. NOTE: This device requires a good quality high speed internet connection with at least 3-5 megabyte capability. If you have the low end 1 megabyte service, your phone conversations may be choppy making it difficult to understand each other. I also tried to use this product with an encrypted VPN and had bad results with that (choppy, broken conversations) so if you use an encrypted VPN/IP changing/hiding program, you will have to temporarily disable it to receive/make calls.
I kept my original phone service active during the Magic Jack test period (in case it was a dud) but this product did everything it said it would do and was incredibly easy to set up. I'll be giving Embarq their walking papers on Monday! The other nice feature about this product is that you can take it with you and receive calls from your number anywhere you go in the world, just plug it into any other computer and your back in business. Magic Jack assigns you your own new telephone number (you can't keep your old number and you cannot transfer your Magic Jack number to any other phone service). with regard to 911 service, it is available if you register your name and address. This service, or any phone service will not be available if your computer is not on. Overall, I would rate this an excellent product and would suggest it to anybody who is tired of high phone bills or if you need to add a second phone line for the kids.

     
Replies
Poor Customer Service, Company of Thieves
By -

I purchased a MagicJack computer phone Jack almost a year ago. From the very beginning it has been one problem after the other. They have live web support, however getting to it, takes quite some time as you repeatedly have to click on live support, and continue to see other screens pop prompting you to not use the live support, but to use their FAQ instead. After clicking the live support several times, you will finally get to a live person. However, once you do get to the live person, they rarely if ever listen to you, and actually do nothing more than cause you to become agitated because you can’t get any help. Don’t even think about trying to call them to get help, because they are not about to give you a phone number.

For the better part of this past year I had complained over and over and over and over and over (I think you get the point), that when you were in the live chat window, you could not see what you were typing to the Rep., because they were only providing a 1” inch tall, by 1/4" wide area to type in. They just fixed that about one week ago, so around the 1st of February 2009.

On top of that there are constant problems getting a dial tone and you can spend as much as 4 to 5 minutes trying to get a dial tone. This was a nightmare getting this through their heads. There are also constant problems with the clarity of the call, either you can’t here the party on the other end, or they cannot hear you, and sometimes neither of you can hear each other. Then MagicJack wanted me to turn off my firewall and virus software so they could make changes that another one of Their Reps made with my firewall and Virus Software untouched. Strange how one knew he could do this and all the others did not. This guy was also able to do a net meeting with me and make some fixes himself and not one of the other Reps ever offered to do that either.

What takes the cake is that the other day they said they were going to send me a free replacement at absolutely no charge, and all I had to do was return the old one with an RMA that they sent me by email, and I had to do it within 2 weeks of receipt of the replacement. I have not even received the replacement yet, as it was just ordered.

However, I looked at my online banking the next day and they had charged my account $39.95 which caused an over draft as I did not have that much in my account. I was furious and let them know that I never authorized a charge on my account and had been told there would be no charge. They continue to send me this email stating the same crap over and over, that they will remove the charge when I return the original Jack. And, all of this is in spite of me being told there would be absolutely no charge. Additionally, at every request they refuse to allow me to speak to the Corporate Office, the Company Office, or the Owner. They will not provide me with any phone numbers or addresses for the company, I find that quite odd and have never known of any legitimate business that conducts its business in this way.

I have been asking to speak to someone in charge for quite sometime now, both through email and through their web chat. Not one of their reps will comply with my request. I have decided to file a Better Business Bureau Complaint against them as well as go to the Attorney General for the State of Missouri, and for the State that this Company is located in.

I am strongly urging everyone who might be considering to purchase one of these Magic Jacks, to reconsider as the company seems to be full of thieves, and uncooperative, lying, stealing, Customer Service Reps, and they all will refuse you access to phone numbers, addresses, and Corporate Owners, or Company Owners. Also, should the Company go out of business, you would lose your service anyway.

Conducting business in the manner that they are, I would doubt that they would stay in business for long. It's really ashamed, as the idea was a good idea, too bad the wrong people had it and had no idea what Customer Service means.

Just so you know, this is the MagicJack that is advertised on TV, and on the Internet. The creator is Dan Borislow and I believe he is the gentleman that is in the TV Ads, as well as he uses his Daughter in the Internet Ads, or is that a fake as well?

Sincerely,

Larry D.

     
Replies
Porting Number
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WEST PALM BEACH, FLORIDA -- Chat with Customer Service is below in addition to a registered informal complaint with FCC. Any one else who may have the same issue of being charged over $30 to return your personal number back from Magic Jack should register a complaint as well through FCC. They are the only company in the US charging for a return porting of a persons number.

Chat on August 14, 2012
Magic Jack
You are now chatting with 'Marykate'
Your Issue ID for this chat is LTK554080677073X
Marykate: Hello, how may I help you?
Customer: I have placed a porting of my number from you to another carrier and you wish to bill me $ 30 to port a number that was mine that I ported to you. That sounds little illegal since it was not your number to start with and I paid the $ 10 to port it over to you last December. Please explain or eliminate that fee.
Marykate: Please allow me to inform you that Phone Number - (410) xxx-xxxx technically belongs to magicJack after you ported the number last 12/28/2011.
Marykate: The $30 fee is for porting out a magicJack number to other phone carriers and it is part of the porting process.
Customer: I have a telecommunication company and your response is not accurate. Clients do not lose their number when it is ported it is only used by the new carrier and subject to its return provided the client does not owe any outstanding debt to the Carrier currently using the clients number.
Marykate: I understand however the $30 fee is part of the port out process and it is not possible to waive this fee.
Customer: You may want to take this up to a supervisor. I do not want to take this to the FCC for a violation
Marykate: I am a supervisor. I respect and appreciate your sentiments because I would feel the same way if I was on your shoes. However, please understand that a company policy is a policy that we need to follow at all times.
Customer: Company Policy does not super cede FCC guidelines. You will be hearing from me.
Marykate: Okay, Customer.

     
Replies
Magic Jack BAIT AND SWITCH
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

INDIANAPOLIS, INDIANA -- Magic Jack TV ads say "Just $9.95 PER year". What they DON'T tell you is the RENEWAL is $35 PER year. It would be truthful if they said "Just $9.95 for the FIRST year", but "PER year" means each and every year, not just the first year.

Once you renew, they want to charge $35 and that, in my book, is BAIT AND SWITCH.

I talked to someone on the Chat line (in India of course) who said the renewal was $19.95 per year, but after digging, that is only if you purchase 5 YEARS for $120. Everything they say is SHADY.

DO NOT TRUST THEM.

     
Replies
Getting My Refund
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- I returned the product mid January and now it is almost the end of February and I still have not received my refund. I have made several "live chats" with different people who have all said "it is being handled as we speak". Yet it has not been submitted to my credit card company as yet. I feel like I am getting the run around and they will soon say that the time is up and I will be out my $80. This is very bad business and I hope this information gets out to the company as well as the public. DO NOT DO BUSINESS WITH THIS COMPANY!

     
Replies
Not Too Bad Of A Product
-

ORLANDO, FLORIDA -- We've all seen the infomercials..."Get unlimited local calling, long distance, 411, and voicemail all for only $19.95 a year...just pay for the Magicjack for two easy payments of $19.95!"

I purchased the product from my local RadioShack yesterday, and I can happily report the product does exactly as it claims.

Installation is as simple as plugging the Magicjack device into an available USB port (must be USB 2.0). The on-screen dialer will automatically launch. Registering the device and opening your account takes only seconds to do, and a phone number is generated for you with your desired area code.

Then, one simply plugs the telephone cord into the opposite end of the Magicjack, and it's ready to go! One may dial from the phone itself, or from the on-screen dialer. Incoming phone numbers display on the screen with an option to Accept or Reject (Reject will send the caller to voicemail, just like a cellular phone).

There are a few downsides, however. The on-screen dialer cannot be removed from the taskbar, even if you attempt to close the dialer altogether. One must remove the device completely from the USB port to have it disappear.

The computer and internet connection must also stay on all throughout the day and night to have an active telephone service.

Their tech support really doesn't seem to have a clue about their product. When I first set it up, I attempted to call the Magicjack number using my cell phone. The response I got each time alternated between a fast-busy signal and hearing a "Please check the number and dial again" message. I connected to the 24/7 Online Chat service, where the agent merely copy/pasted the troubleshooting steps from the FAQ/Knowledgebase section of the website. I told the representative I had tried those steps already, yet they insisted I do them all over. I did everything as instructed without getting anywhere. The representative finally told me to return the phone I purchased and try purchasing a different one.

Ummm..no. Fast busy = switch/circuit issue..not phone issue (for the most part).

I disconnected from the chat and changed the phone number through the account I had created. Sure enough..problem was resolved.

So, bottom line, if you need technical support, rely on technical forums to receive your answers, and not the Copy/Paste robots over the chatline (not to degrade them..it's probably all they're allowed to do).

But, in conclusion, despite the initial hassle, it really is a great product. It's very convenient for a college student like me to not have to worry about long distance charges when calling home.

Go get Magicjack!

     
Replies
Top of Page | Next Page >