magicJack and magicJack Plus Support, Reviews, FAQs and Hacks

tribble · MagicJack Newbie Joined: 31 Oct 2011 Posts: 2

I purchased an original magicJack USB device and was able to configure the 911 residence location using the softphone software. My 911 residence address displays properly at the bottom of the original magicJack softphone display to the right of the green 911 button.

I then purchased a second magicJack USB device and added it to my original magicJack phone number account.

The second magicJack USB device works properly for incoming & outgoing calls, but fails to display the 911 green button and my already validated 911 residence address.

Whenever the second magicJack USB device is connected to any computer, including my primary computer where the original magicJack USB device functions perfectly, there is a temporary error message displayed in the 911 area of the softphone ... "Not connected, no 911 info available." Then this "911" information area" on the softphone is no longer displayed, just the plain brown softphone default background.

My concern is that I do not know if a 911 emergency call placed from a second computer using this second magicJack, registered to my original magicJack phone number account, would call 911 and display to the 911 operator my correct residential address? Or would I need to place any 911 emergency call only from my original magicJack USB device that correctly displays my 911 residential address?

I spent some extended time with magicJack chat support, but they could not get the second magicJack USB device to display my previously registered 911 residential address, or even tell me if this was a "known issue" when using more than one magicJack USB device on the same phone number account. The magicJack chat support person advised that this issue was being escalated and that magicJack second level support person would be contacting me via email to provide additional assistance with this issue of a "911 residential address display failure" when using multiple magicJack USB devices with the same magicJack phone number account".

Unfortunately, the only further contact that I received was an email with magicJack's policy regarding 911 service which states they are not responsible for providing 911 service.

In my previous discussions with magicJack chat support, documented in their chat logs, it was verified that there was no problem registering my 911 residential location when using my original magicJack USB device, so the 911 service validation was obviously working properly with my computer location and hardware. Further, my original magicJack USB device could be moved to any of my other home computers and would always properly display the desired 911 green button and correct residential address.

Additionally, the second magicJack USB device was registered on the same computer, same phone line, and from the same USB port where my original magicJack USB device was registered, and it continues to repeatedly display the same temporary 911 softphone error message when it is connected ... "Not connected, no 911 info available."

I suspected that there might be a problem whenever a second magicJack USB device is registered to a pre-existing magicJack phone number account but the magicJack chat support could not confirm this.

My original magicJack account will expire in a couple of weeks. Originally, I was hoping to have two permanent magicJack USB devices permanently active, but I am concerned that the 911 functionality may not be available from my second magicJack USB device. If this is the case, I would probably not want to continue to pay for two magicJack USB devices if the second one could not access my original 911 address information during an emergency!

Has anyone else been able to use more than one magicJack USB device, added to their same phone number account, and then been able to view the softphone display for each magicJack USB device attached to their different computers ... and verify that each magicJack softphone window does display their correct "911 residential address"? Or, as in my case, that only their original magicJack USB device will display the 911 button to the left of their 911 validated residential address?

Sorry for the very long description of this magicJack 911 functionality question. And thanks very much in advance for any feedback you might provide!