magicJack and magicJack Plus Support, Reviews, FAQs and Hacks

Brian Nicolosi · MagicJack Newbie Joined: 01 Sep 2010 Posts: 4

Hi, I'm having some very recent troubles with MJ:

When I first got MJ I had a 120 minute limit of call time from California to Canada. After a while it shrunk down to 90 minutes; I wasn't complaining, it wasn't that big of an issue.

All was well until about three days ago, when my phone started cutting out at five minutes. It's always exactly five minutes (per the MJ call time), and only with outgoing calls. I only ever call Canada from where I live in California. When I receive calls on my MJ device, I have no time constraint. I'm not sure about local calls, because I don't use my device for local.

If there's any info on why I have a five minute limit, it'd be much appreciated. Also, any advice as to what I can do, or what is already being done, would be nice.

Thanks,
Brian

jeffrbrown · MagicJack Newbie Joined: 01 Sep 2010 Posts: 4

I am having the exact same issue. Incoming is fine. Outgoing is limited to 5 minutes. EXACTLY 5:00 minutes!

But the call is not cut off completely, just the incoming audio. The outgoing is still active. Not sure for how long because I soon hang up and call again.

I am using a wired internet conenction, and a wired phone.

bitstopjoe · Posted: Wed Sep 01, 2010 1:55 pm Post subject:

Brian Nicolosi · MagicJack Newbie Joined: 01 Sep 2010 Posts: 4

Hmm, I'm on wireless internet and phone. I tried shutting down my firewall and antivirus, it didn't help. I'm guessing it's not a problem on my end, but I'd like to be certain

Edit: I'm pretty sure the automatic update made it go fuzzy. That's the only thing I can think of.

I'm using MJ 2.0.1, or so it says on the device.

jeffrbrown · MagicJack Newbie Joined: 01 Sep 2010 Posts: 4

I don't know what the magic features plug in is, so I think thats a "no".

Its a problem I noticed in the last 24 hours. I have had the MJ for a few months without too much trouble.

I am running 64bit win7 ultimate. No issues until recently. It happens on EVERY Outbound Call at EXACTLY 5 minutes.

bitstopjoe · Posted: Wed Sep 01, 2010 3:26 pm Post subject:

jeffrbrown · MagicJack Newbie Joined: 01 Sep 2010 Posts: 4

The odd thing is that I can talk for 45 minutes (however long I want) on an inbound call. But only for 5 on an outbound call.

bitstopjoe · Posted: Wed Sep 01, 2010 5:27 pm Post subject:

Brian Nicolosi · MagicJack Newbie Joined: 01 Sep 2010 Posts: 4

Update from this morning-

I called my cell phone, the 5 minute limit was gone. I got bored after six, though. This was US -> US

Hopefully later tonight I can see if the limit still applies to US -> Canada.

If this issue was fixed already, thanks MJ people! If not, keep it up.

crad · MagicJack Newbie Joined: 01 Sep 2010 Posts: 3

I'm also having this same problem, it's been 3 days now and still no change. Only affects calls I originate, cuts off incoming voice at *exactly* 5:00 minutes. Whoever I'm talking to can still hear me.

I opened a ticket with magicjack chat, they had me change my PC setting (mypute->advanced settings->perf->background processes, and change magicjack process priority to high, I even tried real time). Did not help.

I suspect a problem on their end, even more so after reading this thread. I've been using magicjack with no issues for months and this just suddenly appeared a few days ago, I've made no updates to my puter or network during that time.

I tried installing the magicjack update, don't know if that fixed anything yet. I'm not running any magicjack plugins (that I know of).

usaeagle · MagicJack Newbie Joined: 13 May 2009 Posts: 2

Same problem here. I thought I am having this problem after I changed my router but that is not the case after reading all the comments above. Strangely if I call 800/888 number it works just fine no disconnection at all.

dcruzb · magicJack Apprentice Joined: 18 May 2009 Posts: 13

crad · MagicJack Newbie Joined: 01 Sep 2010 Posts: 3

my problems seems to be fixed as of today. I don't know if it's something MJ did (do they watch this forum?), or if it's the update i ran from their site:

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

but i was consistently getting cutoff at the 5:00 mark for a specific phone number every day this week, and today i was able to talk for ~30 minutes without a problem (my first attempt since running the update). let's hope this sticks.

if someone from MJ reads this forum and worked the problem, thanks! good luck to everyone else experiencing this problem.

Brian Nicolosi · MagicJack Newbie Joined: 01 Sep 2010 Posts: 4

dcruzb · magicJack Apprentice Joined: 18 May 2009 Posts: 13

I don't know what's going on but as of today the 5 minutes problem has stopped. Perhaps it was a problem on their end and they fixed it because it seems I am not the only one who got the prob solved. Very Happy

bitstopjoe · Posted: Fri Sep 03, 2010 6:22 am Post subject:

As I said it was probably a server problem that they fixed. One usually needs to give a problem like that a few days to clear up.

Joe Sica

cquilliam · MagicJack Newbie Joined: 30 Aug 2010 Posts: 3

I've been away from my MJ for a few days, but just remembered to check on this forum for this exact issue.

I was having the same trouble, outbound calls, exactly 5 minutes I would stop hearing the other end, but they could still hear me (even when i started cursing and swearing with my mother on the other end, whoops).

I haven't tried it since a few days ago, so I'm hoping its fixed now,t hanks for everyone reporting.

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

Myself and 4 others in the 705-999 which is Barrie Ontario Canada ALL have the 5 minute limit on all out going calls. Has to be a recent MJ upgrade or MJ server problems. We have 5 different setups that worked well for all of us until 5 days ago.

ALfer · Posted: Mon Nov 08, 2010 9:25 pm Post subject:

MJ giving 5min limit here in Orillia also (705 area code, with Buffalo NY number) just started a few days ago, pain in the a$$,,,any ideas what can be done ? have been using mj for 2yrs no problem until now ???

crad · MagicJack Newbie Joined: 01 Sep 2010 Posts: 3

I experienced the 5 min problem a couple of months back. i filed a complaint with the online help, they walked me through their play book which, as expected, did not fix the problem. After about 1 week the problem fixed itself, I suspect it's a server issue on magicjacks end. I don't know if MJ isolated the problem due to customer complaints or just on their own, but it did eventually go away with no additional effort on my part (after an annoying week or so).

zantrax · MagicJack Newbie Joined: 09 Nov 2010 Posts: 2

Please wait for a site operator to respond.
You are now chatting with 'Mj Agent'
Your Issue ID for this chat is ################
Mj Agent: Hello, how may I help you?
MJ User: Could I please be transferred to 'Mj Agent' chat froze
Mj Agent: 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 'Mj Agent'
Your Issue ID for this chat is #############
Mj Agent: Hi, MJ User.
Mj Agent: Please wait while I check that for you
Mj Agent: MJ User Mj Agent is currently unavailable.
Mj Agent: May I help you instead?
MJ User: ya sure, my last chat stopped letting me hit send after i was sent the upgrade link
MJ User: anyways when I first got MJ I had a 120 minute limit of call time. After a while it shrunk down to 90 minutes; I wasn't complaining, it wasn't that big of an issue. All was well until about three days ago, when my phone started cutting out at five minutes. It's always exactly five minutes (per the MJ call time), and only with outgoing calls. Incoming is fine. Outgoing is limited to 5 minutes. EXACTLY 5:00 minutes! But the call is not cut off completely, just the incoming audio. The outgoing is still active. Not sure for how long because I soon hang up and call again. I am using a wired internet conenction, and a wired phone.
Mj Agent: OKay, did you run the link?
MJ User: ya ran it the only number this seems to be happening on is ### ### ####
Mj Agent: Is that your MJ phone number>
Mj Agent: ?
MJ User: no, my mj # is ### ### ####
MJ User: that number is the number i call and get connection problems
MJ User: so far for this issue ive opened ports disabled my av directly pluged in changed usb ports opened trusted connections and changed cookie settings
MJ User: just incoming audio goes mute after exactly 5 min and only between my mj ### ### #### and the ### ### #### number
MJ User: on various forums this problem appears to be common
Mj Agent: Any other online protection?
MJ User: nope, ive preety much taken all the condoms off my computer and banged the internet dry to try to resolve this and still it persists
Mj Agent: Are you using a router?
MJ User: yup, and ive already tried direct connecting, but my ports are already forwarded 5060 and 5070 and ive
Mj Agent: May I know your router brand and model please?
MJ User: dlink
Mj Agent: May I also know your modem brand and model please?
MJ User: gnet
Mj Agent: Please wait while I check that for you
Mj Agent: MJ User have you tried bypassing your router for the meantime and made a test call?
MJ User: yup done that
Mj Agent: Good, please bypass your router again so we can access the modem and check if it has a built in router, okay?
MJ User: ive pretty much done everything conceivable its probably an issue related to the mj automatic cut off of 2 hours on any phone call
Mj Agent: I see.
Mj Agent: MJ User I need to check thoroughly on this and can you chat us back later so we can update you regarding this matter?
MJ User: sure
Mj Agent: Thank you for your patience MJ User.

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

talk-is-cheap · Posted: Tue Nov 09, 2010 4:02 pm Post subject:

Are we all running Windows 7? There seems to be a Canadian theme too.
I'm on TekSavvy in Brampton, with a Trendnet router. I notice the 5 minute cut-out of in-coming voice only when I call analog lines (Bell Canada) and not when I call someone who is on VOIP.

3 chats later, reload drivers, screw with firewall settings, update, still no love from MJ support. Evil or Very Mad

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

I have a MJ on a dedicated computer running Windows XP SP3, 2 Wire Router from Bell Canada and Bell Hi-speed internet. I am a Bell Canada Tech that builds our internet as my job. My friends run their MJ on Windows 7 and Bell Canada Hi-speed. Not sure of the router or settings. Seems like an automatic update from MJ that limits our outgoing call to 5 minutes exact.

talk-is-cheap · Posted: Thu Nov 11, 2010 10:15 am Post subject:

Well, as of yesterday I am no longer getting the 5 minute cut-out. Looks like the MJ people looked after it. Anyone else noticing improvement?

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

10:35am and the MJ in Barrie still cuts off the audio on the outgoing calls at the 5 minute mark exactly. MJ still has a 5 minute limit in Barrie 705-999 numbers.

kbaggs · MagicJack Newbie Joined: 09 Nov 2010 Posts: 3

Been online with MJ tech support 3 times. Have done upgrades, turned of AV and Firewall. Still having 5 min limit on outbound. have Vancouver 604 number

luv2uallday · MagicJack Contributor Joined: 29 Apr 2009 Posts: 53

Canuck360 · MagicJack Newbie Joined: 11 Nov 2010 Posts: 2

I am using the London, On 226 exchange and also been having issues with 5 minute audio cut out. Been chatting with mj agents. Tried turning off firewall and AV...no help. Mad

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

Well I think we proved it's a MJ problem that WE can't fix. If you need to make a outgoing call that is more than 5 minutes, I suggest you

1-Use the MJ removal tool
2-Use Ccleaner to clean your registry (might be able to skip this step)
3-Unplug MJ for 30 seconds or more
4-Plug MJ back in and let it install itself
5-You should be good for a few calls over 5 minutes.

Let me know how you make out.

bitstopjoe · Posted: Fri Nov 12, 2010 9:22 am Post subject:

taijiman · MagicJack Newbie Joined: 12 Nov 2010 Posts: 2

I am having the same problem.
I'm on a high speed wired cable internet connection. The incoming audio cuts out at exactly 5 minutes.

Insteadof · magicJack Apprentice Joined: 18 Oct 2010 Posts: 18

Please take the time to make sure that you go to the official MJ site and go through the agony of using Chat to report your issue. Lots of us have the same issue and the more they hear about it the better.

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

Warning to anyone wanting to purchase a Magic Jack. Magic Jack has limited outgoing call to 5 minutes. Their online support are aware and have no plans to fix this problem. I think this problem is with ALL Magic Jack subscribers at this time.

bitstopjoe · Posted: Sun Nov 14, 2010 9:10 pm Post subject: Re: Magicjack 5 minute limit

nailgunner · MagicJack Sensei Joined: 18 Mar 2010 Posts: 1548

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

bitstopjoe · Posted: Sun Nov 14, 2010 9:47 pm Post subject:

I have done both, no 5 min limit here...

nailgunner · MagicJack Sensei Joined: 18 Mar 2010 Posts: 1548

Nugrl · Posted: Sun Nov 14, 2010 10:06 pm Post subject: Re: Magicjack 5 minute limit

tsmith · Posted: Sun Nov 14, 2010 10:08 pm Post subject: Re: Magicjack 5 minute limit

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

Not ALL MJ subscribers. I've had no such limit, and I use it every day. Have you talked to ALL MJ subscribers? Stop making such lamebrain statements you can't back up.[/quote]

You are right tsmith (Sorry) The Canadian people that have a MJ that I talk to have told me they have the 5 minute limit problem. Maybe some Canadians don't have this problem but a lot of us are stumped.

tsmith · Posted: Mon Nov 15, 2010 12:28 am Post subject:

Sorry Chucky. I shouldn't have said "lamebrain". I'm getting crotchety in my advancing years. Wink

There could definitely be a problem in your area. It seems like Canada gets the brunt of irritating MJ problems at times.

pbjandfritos · Posted: Mon Nov 15, 2010 10:39 am Post subject:

I am having the same problem as of last Saturday. I have a US Magic Jack number, and I tryed to call my friend's cell phone and I stopped hearing him after five minutes. He has T Mobile, and sometimes it does it on incoming calls too. When I try dialing his home number, it doesn't happen. He has Comcast. I also tried dialing Tellme, which is a voice portal that gives you the news, weather, and lots of other info. It is an 800 number, and I was on it for about ten minutes and it did not drop the call. I am fed up with MJ and wish that I did not get the five year plan. I am really considering getting the NetTalk Duo, and have my dad use the MJ for when he works from home. He only makes a few calls per day.

Ernie

BrentOwen · magicJack Apprentice Joined: 20 Sep 2010 Posts: 18

I had the problem, but I managed to make a couple of calls over the 5 minute mark. I used the magicjack uninstall program and then reinstalled the magicjack. I also used cc cleaner and cleaned up the registry after the uninstall. Not sure if I had to but did it anyway. So far so good. My 5 minute limit was intermittent, so I may still have the problem. I also can not call any 1800 numbers here in Canada.

Penguin64 · MagicJack Newbie Joined: 15 Nov 2010 Posts: 1

I have been experiencing this issue intermittently for the past few weeks. Until I found this forum today, I thought it was just me. I have been using MJ successfully for the past 2 years.

I have a MJ with a Toronto (Canada) phone number. I pretty much only call Canadian numbers. I mostly have inbound calls which don't appear to have the problem although to be honest I haven't been tracking the issues that closely.

I just made a phone call today that lasted over 8 minutes until I was finished with the call and hung up. About 15 minutes later I called the same number again and this time the incoming audio was cut off after 5 minutes. So it doesn't appear to be an issue based on the number you call.

I have also had an issue a few times where the incoming audio is cut off right from the start of the call. I hear the ring and then it goes silent when the other person answers. Sometimes this can happen 2 or 3 times in a row and I end up unplugging my MJ and plugging it back in to fix it. This issue has also only appeared within the last few weeks.

It sure does sound like the root of the problem is from a recent MJ update.

I run my MJ on a fast WinXP SP3 PC. My Internet connection is fibre with 20Mbps down and 5Mbps up so I know it's not a bandwidth issue.

It looks like I will log this issue with MJ and see what kind of circus tricks they ask me to perform before they concede to a problem on their end.

chucky365 · magicJack Apprentice Joined: 04 Nov 2010 Posts: 16

Lots of Canadians coming out to tell us they have the 5 minute limit. Are there any Canadian numbers that don't have the 5 minute limit? Here is the link to the other 5 minute limit thread

http://www.phoneservicesupport.com/new-user-after-5-min-i-can-t-hear-them-but-they-can-me-t10014-60.html

If there is an Admin they might want to merge the two threads.

Insteadof · magicJack Apprentice Joined: 18 Oct 2010 Posts: 18

How do we get MJ to admit there is an issue? Nothing on the official web site. Has anyone that called MJ been asked for log information or been asked to work with their support folks. I get the feeling that we are being ignored. Is it really a �Canadian� issue? Is anyone is this forum based in the US?

notdeadyet · Posted: Tue Nov 16, 2010 7:59 pm Post subject:

BrentOwen · magicJack Apprentice Joined: 20 Sep 2010 Posts: 18

I thought that I had fixed the problem by reinstalling Magicjack, but the 5 minute limit is back. It is not always exactly 5 minutes, but never less than 5 minutes. Very annoying