magicJack and magicJack Plus Support, Reviews, FAQs and Hacks

tgwilt · MagicJack Newbie Joined: 13 Jul 2010 Posts: 3

Hello,

I just got the MagicJack delivered 3 days ago. It is apparently the newest hardware and I have downloaded the "lucky you" upgrade.

It worked for a day. Since that time, every call I dial with either the smartphone app or the real telephone refused to connect. All I get is a fast busy.

I expected little from tech support, and my expectations were right on the mark - after 3, count 'em, 3 chat sessions with the solution "try another call in 2 to 3 hours" I gave up.

Anyone here have any ideas?

OS = Windows 7
RAM = 2 GIG
Lots of free HD space

My broadband router (Netgear WGR614v9) is configured to all the requisite UDP ports, nothing else is using UDP 5060 - 5070.

I have plugged the jack directly into the computer's USB port and have tried it in an AC powered USB hub.

Nothing changes.

Thanks in advance...

Tom

tgwilt · MagicJack Newbie Joined: 13 Jul 2010 Posts: 3

The plot thickens. For some reason I can now call any phone that doesn't begin with 440-59x-xxxx.

All the numbers here are, of course, 440-59x-xxxx (593,594,599).

When I worked at our local telephone company, this was usually indicative of translations in the switch or VoIP router, or PRI misconfiguration.

Megamixer56 · Posted: Sun Jul 18, 2010 6:18 am Post subject: Fast Busy

Don't tear your hair out right now trying to "fix" the magicJack problem. I'm 99.9% sure it's something wrong on their end. I am having the same problem trying to call a number in the 540 area code of Virginia. This problem started on Friday when there was an outage in the area with Verizon. I thought that might be the problem but it continued into yesterday.

I chatted with magicJack customer service last night; first rep put me through the "normal hoops" - unplug, re-plug, preferred servers, all of that even though I kept explaining that magicJack wasn't the problem; it was a problem with a certain number.

Anyway...my browser locked up; got disconnected from chat had to go back for a second time. The second rep instantly told me that it was a "recent common complaint" with certain phone numbers and that the engineers had been notified and were working on it. Sometimes these magicJack problems solve themselves after a few days.

On a side note; I have a lot of trouble with that particular number. (It's my mother) Sometimes I just go online and forward my magicJack number to her phone and call directly that way. Even that won't work now though.

tazz · magicJack Apprentice Joined: 14 Aug 2008 Posts: 16

I have the same challenge at times. At presant i'm not working. Mine are 563.964.XXXX & 563.873.XXXX

Megamixer56 · Posted: Mon Jul 19, 2010 7:43 pm Post subject:

As of this evening; calls to Area Code 540, exchange 396 still isn't working. I chatted with customer service this afternoon and was told that their records showed I brought it to their attention yesterday and it was currently "being worked on."

Megamixer56 · Posted: Wed Jul 21, 2010 4:31 pm Post subject:

Has anyone else's "fast busy" with certain area codes/exchanges gotten fixed yet? Still not working on my end.

numbskully · MagicJack Newbie Joined: 21 Jul 2010 Posts: 1

I also started having the same problem on Friday in the 217 area. I have found I can make calls to cellular but not to any POTS(landlines). Anyone else?

pspan02 · MagicJack Newbie Joined: 23 Jul 2010 Posts: 4

At midnight Saturday we went to 10 digit dialing. Noticed the problem of getting F/B on monday the 19th. Talked to two support reps on Monday and they said that they would send up the ladder. 715-26X numbers as well as all ECC numbers. Something tells me that local xlations need to be updated. Talked to support this morning said a "few select" customers were having the same problem. No time frame for a fix. No credit for time down.

Megamixer56 · Posted: Fri Jul 23, 2010 10:13 am Post subject:

It's still a problem with me. I don't make that many calls but I'm only having trouble with customers that are serviced by MGW in Virginia.

http://www.mgwnet.com/

I have three family members with that company and cannot call any of them. I called a neighbor though just a few miles away with another phone company; that call went through fine so with me it's a magicJack to MGW problem. I tried forwarding my magicJack phone number to one of the numbers I can't dial. When I try calling that way I get a recording "all circuits are busy, please try you call again later." I'm thinking...isn't a week later? That's how long this has been going on.

nyphonejacks · MagicJack Newbie Joined: 14 Feb 2008 Posts: 2

my personal opinion about this problem, that came to my attention on yahoo answers a few days ago is that MJ/Ymax is not paying interconnect fees, or termination fees to the company handling the call routing, so those companies have refused to terminate MJ calls to there subscribers, as it appears that people can call some local number (on certain carriers) but not others

i sense the end of magic jack coming soon...

tsmith · Posted: Fri Jul 23, 2010 11:33 pm Post subject:

Is that a prediction or a wish?

Megamixer56 · Posted: Sat Jul 24, 2010 6:05 pm Post subject:

I just chatted for the third time about the calls to certain numbers problem. Was told the engineers are "working on it" and to please be patient and understanding. Mad

tgwilt · MagicJack Newbie Joined: 13 Jul 2010 Posts: 3

Yeah - I talked to the support group and was told the same thing.

Two days later, still not working. Not a big deal, since I never intended to give up my land line. I can use it to call the local numbers that MJ can't seem to handle currently.

kcaj · magicJack Apprentice Joined: 13 Jun 2008 Posts: 14

When Area code 570 died on me last month and failure of live help to resolve it, I emailed the head-shed. Got a prompt response and within 3-4 hours Area code 570 was working again.

A few days ago Area code 570 again died on me and emails to the head-shed have gone unanswered. Does this mean MJ is going belly up or perhaps that the IT staff are on vacation?

Edited to report that this morning 30 July, Area code 570 started working!

Jack

Megamixer56 · Posted: Mon Jul 26, 2010 4:38 pm Post subject:

My calls to area code 540 stopped working on July 16th. The same day this was released:

http://www.ymaxcorp.com/news_pressRelease-2010-07-16.html

Coincidence?

P.S. I got a reply from the "head honcho" email address last week; but nothing was corrected and no reply this week. I also emailed the phone company (MGW Communications). I reminded them that they were not only upsetting me as a magicJack customer but upsetting THEIR paying customers that weren't able to receive my calls. Second time emailing them and still no reply from them either.

Bill Smith · Posted: Tue Jul 27, 2010 11:04 am Post subject:

I'm having the same problem. A number I've called numerous times in the past does not connect (518 392 xxxx; taconic tel). Others that don't work are: 607 546 xxxx, empire tel; 336 224 xxx, lexcom tel). Hope this gets resolved soon.

Megamixer56 · Posted: Tue Jul 27, 2010 3:15 pm Post subject:

It's getting worse; now I cannot call a local 601-936-xxxx number; my doctor's office about 10 miles away. It's a local call here in the metro Jackson, Mississippi area. Evil or Very Mad

Megamixer56 · Posted: Tue Jul 27, 2010 3:38 pm Post subject:

From magicJack customer service:

Michaela: Please be informed that this is an ongoing issue from our end. We are currently working on it. We will resolve this problem on our end. Rest assure that you will get fine results on this matter. It will take awhile for this problem to be resolve.

ME: I know it is an ongoing issue; but what does "awhile to be resolved" mean? Two days? Two Weeks? Two months? It would help to give a time frame.

Michaela: We don't have a time frame yet but we are working on this matter to be resolved as soon as possible.

ME: OK; thank you <big sigh>

pspan02 · MagicJack Newbie Joined: 23 Jul 2010 Posts: 4

Hello, I recieved this unsolicited email, from what appears to be MJ. Has ayone else gotton a message like this?

RE: Your magicJack Service InquiryTuesday, July 27, 2010 4:12 PM
From: "CustomerServiceMgr" <[email protected]>Add sender to ContactsTo: undisclosed-recipients

Dear Customer,

We are willing to offer you a refund. Please reply to this message to let us know the magicJack phone number you are requesting to be refunded, and we will process a credit on your account.

Sincerely,

magicJack Customer Service

PS I never emailed customer service, I used their online chat, and in my last contact with them, I asked about a credit for not being able to use MJ for all numbers, c/s responded no. Also, I just renewed in June. Hmm..

Bill Smith · Posted: Wed Jul 28, 2010 3:45 pm Post subject:

Had a tech chat this afternoon. Here the (non)results:

Bridgette: Hello, how may I help you?
Me: Hi, Bridgette - For the past 10 days or so, when I try to call certain numbers, I get a fast busy signal. (Other calls are fine.) I understand from various postings on the web that there is a problem on the MJ end. What is the status?
Bridgette: May I have your magicJack phone number?
Me: xxxxxxxxxx
Bridgette: Thanks for the information.
Bridgette: May I have your Full name and Email address?
Me: xxx xxx, xxx @ xxx.com
Bridgette: Thanks for the information.
Bridgette: Please wait while I check that for you
Bridgette: Thanks for waiting.
Bridgette: As of the moment, we are still waiting for the update about this problem, however please do not worry, we are working on it to have this problem fixed the soonest time possible, we are doing this to improve the quality of our services and to better assist you. We do apologize for the inconvenience. I know this can be frustrating and I would have accommodated your request if it were possible.
Me: Is there a timeframe for resolution?
Bridgette: We do not have the exact time frame, we are also waiting for the update.
Me: OK, thanks for your help. Bye.
Bridgette: You're welcome!

pspan02 · MagicJack Newbie Joined: 23 Jul 2010 Posts: 4

I am not sure exactly when calls started working once again, but as of right now 16:00 CDT, I called 715-26x numbers which went through. I will try other 715-xxx numbers that did not work earlier.

Phil

Megamixer56 · Posted: Tue Aug 03, 2010 7:21 am Post subject:

Is there anyone that understands the "interconnect/termination fees" that can give their opinion? I think that is what is causing the problem for all of us. I'm wondering if its going to come to both holding their ground and we'll never be able to make these calls or "who gives up" first - magicJack paying extra or the terminating company lowering their fee? Are these fees paid through a third party that connects to these small companies? Everything is so tangled up in the landline/voip/cell phone world that I have trouble understanding. Would it help to keep complaining to the small phone company whose customers I'm having trouble calling? Lack of information always frustrates me. The very least magicJack could do is put a "news" or "service update" section on their website to keep customers informed.

menacingfox · MagicJack Newbie Joined: 05 Aug 2010 Posts: 2

I'm having same problem, I use to be able to call certain numbers like my mothers but now all I get is a fast busy signal. I've contacted them 4 times on there site and got nothing but please be patient.
Guess there's nothing we can do but wait.

awg-jr · Posted: Thu Aug 05, 2010 3:55 pm Post subject: Busy signal in Southeast Iowa

Hello all: I am also getting a busy signal (?fast? ... yeah, I guess so) when I dial certain numbers in my local exchange. This is recent -- started, this past Sunday. Numbers that ring busy include:

641-472-6733
641-472-9119
641-472-6531
and a few others with 641-472 exchange

A number that *did* go through was:
641-469-3015

These are all businesses or residences within the same town: Fairfield, Iowa

I believe these are all handled by Iowa Telecom. We do live in a rather rural area here -- about an hour from Iowa City.

Up until now I've been very satisfied with Magicjack -- close to 1 1/2 years of reliable service. I sure hope they can solve this, but I do want to call it to their attention. Is there anyone at MagicJack I can contact?

regards
Al G.
Fairfield, Iowa, USA

menacingfox · MagicJack Newbie Joined: 05 Aug 2010 Posts: 2

I don't want to wait forever for this to get fixed, maybe I should try that netTalk that I've heard of, does anyone know if that's any good.

jette1155 · MagicJack Newbie Joined: 06 Aug 2010 Posts: 1

I am having the same problem calling the 219 area code, I get an immediate busy signal. I have "chatted" with tech support at least 4 times and have been told everytime to be patient. Yeah, for how long.

awg-jr · Posted: Sat Aug 07, 2010 2:49 pm Post subject:

More information on the fast busy for Southeast Iowa:

o Most, but not all of the 641-472-xxxx numbers I call give me the busy signal, but at least one does not.

o People calling me from these 641-472-xxxx exchanges DO seem to always get through, and the connection is clear and normal.

o My local telephone provider, Iowa Telecom was recently (within the past month or two) acquired by Windstream Communications of Little Rock Arkansas.

o My Email 48 hours ago to "Dan Borislow" at MagicJack hasn't been answered as of yet.

If anyone would like me to make test calls to their problem numbers, and reciprocate by testing mine, I'd be happy to connect with you and exchange information. I'll send you my numbers, you send me yours, and we'll report the results here. It's a simple way to show that the problem is not specific to any particular Magicjack.

You can contact me by email at:

awgabis "at" juno [dot] com
(This is a no-spam email ... make the obvious changes to 'at' and 'dot')

thanks
Al
Fairfield, Iowa

mcx151 · magicJack Apprentice Joined: 21 Jul 2009 Posts: 24

Well, there is a work around. It's free... It's called Google voice. And you don't need an invite. what you do is get a Google Voice account and tie that back into MJ.

I know it's kinda a pain, but sometimes this fast busy stuff happens to me when I try to call home depot. So, just fire up google voice. Type in the number you want to call, and google voice calls your MJ, MJ rings and you hear the ringing for the number you are being redirected too.

Good Luck!

Nobody beats the Whiz! · Dan Should Pay Me Joined: 26 Oct 2009 Posts: 559

twdy · MagicJack Newbie Joined: 10 Mar 2008 Posts: 7

Here is a list of Area Codes/Prefixes which when called result in a fast busy (reorder tone). Please update with any non-working area code / prefix.

http://typewith.me/pdoGh5rvgf

Megamixer56 · Posted: Sun Aug 08, 2010 10:32 am Post subject:

I'm starting to come to the conclusion that magicJack has just permanently blocked these numbers because of the cost to them of calling rural areas. It pi$$es me off that they won't just explain what's going on and offer a solution, if it means paying an additional charge.

mcx151 · magicJack Apprentice Joined: 21 Jul 2009 Posts: 24

it doesn't cost them any more then having some digital lines in that area code. So, it's not MJ's fault. It's more likely the telephone line has the prefix mixed up or something. It's suppose to work. It's when MJ places a open ticket to who ever is servicing the digital trunks. It takes time for it to be fixed. In the mean time use GV or backup CELL PHONE. MJ was never really intended to be and ONE stop phone service. Personally I've had more problems with cell phones then MJ. If you don't like it, or can't work around the .5% numbers it can't get though randomly try buying something else that cheap.

It's always nice to have a backup system in place. I have a pay as you go phone 6 bucks a month that I use for these problems. Most the time I can get around the problems with google voice.

awg-jr · Posted: Wed Aug 11, 2010 3:51 pm Post subject:

Is your pay-as-you-go phone a cellular? Where are you finding a deal for $6/month?

When you can't call most of the numbers in your own town, as is my case, it's a serious enough issue to consider switching off the service and ... what? I don't know ... Skype? I suppose I'll check out Google Voice and wait a bit longer to see if MJ recovers.

I agree with the poster who was wanting to see a service interrupt bulletin of some sort .

cheers
Al

drmax · MagicJack Newbie Joined: 25 Mar 2010 Posts: 5

Calling area code 563 to N.E. Iowa, I think Iowa telecom. I have an open work order and they said it was being worked on. Wut a load of B.S.
The only reason I got MJ, was to call my parents who have that area code

Nobody beats the Whiz! · Dan Should Pay Me Joined: 26 Oct 2009 Posts: 559

bitstopjoe · Posted: Wed Aug 11, 2010 5:51 pm Post subject:

OR he can get a FREE Google Voice account, call his parents and have it ring his MJ#..

Joe Sica

Nobody beats the Whiz! · Dan Should Pay Me Joined: 26 Oct 2009 Posts: 559

True. GV is awesome.

awg-jr · Posted: Thu Aug 12, 2010 11:25 pm Post subject:

Don't know about Google Voice, but here's a good work-around (not free) for the problem with MJ ringing busy for certain numbers:

1) Set up a OneSuite account for yourself at onesuite.com and purchase some amount of prepaid minutes.
2) Log in and display "My Account" info. Select "Long Distance"->"Pin Management".
3) Specify the MJ number as one of your ZipDial phones.
4) Hopefully you have a phone that allows you to program frequently dialed numbers into memory, and recall them with one or two key presses. If so, set it up so that you can call the Onesuite 800 access number with a single key press.

Now you can easily "dial around" the MJ system with just one or two extra keystrokes on your handset.

The drawback is that it will cost you 2.9 cents/min for those calls. But that's not really so bad -- it gets you 200 minutes of calling for less than $6.00, and the minutes roll over to the next month (however they don't last forever)

Finally, pray that MJ doesn't suddenly decide to stop handling 800 calls!

cheers
Al

Bill Smith · Posted: Sat Aug 14, 2010 1:19 pm Post subject:

Did another MJ tech chat a couple of days ago. They still don't know when this problem will be resolved.

Thanks to those who suggested Google Voice as an alternative. I've set up a number and it works fine.

kcaj · magicJack Apprentice Joined: 13 Jun 2008 Posts: 14

3 weeks and counting, I just got the following:

Dear magicJack Customer:

We are working on interconnecting with the telecommunications carrier for the telephone numbers you have been unable to reach. The current rates charged by carriers are cost prohibitive. There is a legal requirement for all companies to interconnect if one carrier requests to do so from the other carrier. We hope we will be successful in doing so.

In the meantime we would be happy to offer you a refund.

Please return your magicJack to the following address and enclose a refund request that includes your name, magicJack phone number and full mailing address.

magicJack, LP

Attention: Consumer Issues Department

P. O. Box 16176

West Palm Beach, FL 33416

We will credit the form of payment you used to purchase your magicJack or mail you a check.

Sincerely,

magicJack Customer Care

Megamixer56 · Posted: Sat Aug 14, 2010 6:44 pm Post subject: Re: Response!

Bill Smith · Posted: Tue Aug 17, 2010 9:47 am Post subject:

Has anybody actually received a refund? Was it for the device, the service, or both? What about prepaid fees for international calls?

pspan02 · MagicJack Newbie Joined: 23 Jul 2010 Posts: 4

I too have received the refund email even though calls are terminating in my area code.
Megamixer asked about termination fees. As a previous telcom employee, I can tell you that every long distance carrier has a fee for carring phone traffic. That traffic is regulated by the States and FCC. The internet does not, which is why more Telcoms are offering VOIP. Non-regulated traffic means unlimited pricing. The switch from VOIP to land line services requires magic. This is done at a local central office. I would be willing to bet that termination fees are being paid to some local offices and then they re-send out on LD trunks.
If the calls were being switched at a major LD carrier, like ATT, all the voice traffic would be terminated and we would not see the fast busy that we are.
As a side note, one of my latest telcom bulletins included a seminar signup for telcoms to fight Google Voice. :>)

Sirmallen · MagicJack Newbie Joined: 25 Aug 2010 Posts: 1

I have had MJ for about 1.5 years and I have had very few issues. However, starting about 3 months ago, I noticed that when I call my aunt's home phone in Baldwin County Alabama, 251-942, I would get a busy signal and then MJ would hang up. At first I didn't think anything of it. A month went buy and I tried calling it again. Same thing. I figured maybe it was blocked or something. Every other number I called worked. Then about three weeks ago, I tried to call two other numbes in the same 251-94* and I would get a busy signal and then MJ would hang up. They were both residential. I did the whole chat with support and got, "I understand. A few others have been having the same issue and our technicians are aware and working on it." When I asked if they had an ETA I was told no and to just give them some time. Well, after stumbling onto this forum, I see that I am not the only one with this problem and that there are a lot of areas where MJ cannot be used to call. As a matter of fact, while signing up for this forum, I received a call from 951-252-****. When I answered no one was on the other end. I tried calling the number and I get a busy signal and then MJ hangs up.

The reason why I have MJ is because I don't use the phone a lot. Basically it was to call family since they are scattered all over. I have a cell phone but I live in a valley and I don't get cell service at the house. I refuse to get a landline from a local provider since they would charge me out the wazoo.

As of now, however, I can call cell phones and numbers that are supplied by companies such as Comcast (my brother has comcast).

The previous number 951-252, I just tried again after calling a local number in the 865-429 area and it worked.

Just my two cents and update.

Edited: 2:05 PM

I did the googlevoice suggestion and it works perfectly. I set it up, forwarding the GV number to my MJ number, called my aunt's home number from GV, GV called MJ and connected me with my aunt. It sounds more complicated than it is and it worked. So until MJ gives a definitive answer, GV will be my answer. Thanks for the suggestion.

freestylegreek · MagicJack User Joined: 02 Mar 2010 Posts: 45

I sure hope they fix it cause its a bother when people try to call me especially family and its always a busy signal.

drmax · MagicJack Newbie Joined: 25 Mar 2010 Posts: 5

fujifilm99 · Posted: Sat Sep 04, 2010 7:30 pm Post subject: An answer AND a refund

After about a month and some extreme persistence on my part, I just eceived a email "answer" about the issue of not being able to call certain area code/exchanges.

It contained an offer of a refund with the condition that I do not darken their door again (actually, I get a lot of that Wink

)

From MessageNotAcceptedAwayFind <[email protected]>
sender-time Sent at 14:33 (GMT-05:00). Current time there: 5:49 PM. ✆
to
date Sat, Sep 4, 2010 at 14:33
subject RE: your magicjack service inquiry

Dear magicJack Customer:

We are working on interconnecting with the telecommunications carrier for the telephone numbers you have been unable to reach. The current rates charged by carriers are cost prohibitive. There is a legal requirement for all companies to interconnect if one carrier requests to do so from the other carrier. We hope we will be successful in doing so.

In the meantime we would be happy to offer you a refund of your unused magicJack and related services per pro rata method, i.e., if used six months, the refund would be approximately $20.00.

Please return your magicJack to the following address and enclose a refund request that includes your name, magicJack phone number and full mailing address.

magicJack, LP

Attention: Consumer Issues Department

P. O. Box 16176

West Palm Beach, FL 33416

We will credit the form of payment you used to purchase your magicJack or mail you a check.

Should you choose to return your magicJack for a refund, future registrations may be prevented.

Sincerely,

magicJack Customer Care

-------------------------------------------------------------------
Quick notes:

My first note on this is: "What Chickshits!!"
1. OK - so many places use an unreply-able email address for valid reasons (not their department, it's automated, etc.) - I think this is more to defect anyone from finding out ANYTHING that might allow actual contact where complaints or information might be addressed.

2. Sending email on a Saturday to avoid confrontation and to give the addressee time to cool off.
Oldest trick in the book. I should know, I've seen it used (and might have used it - er - once) since 1985

3. The "never darken our door clause".
"Should you choose to return your magicJack for a refund, future registrations may be prevented."

Basically, it is as follows:
"OK. We finally came up with an answer that, while doesn't fix it, gives him an answer and a refund to hopefuly get rid of him."

"Also, to prevent him from taking the refund, buying another one and starting it over again (these guys are psychic!) we'll tell him that we might not (will not) let him register another one!"

Jon

P.S. Oddly enough, I was able to place a test call today to the phone numbers/area code in question for the first time.
Coincidence?

Megamixer56 · Posted: Sun Sep 12, 2010 10:11 am Post subject: Blocked Numbers

How are others doing with the numbers that magicJack has stopped connecting to? Calls to rural areas of 540 in VA were blocked for me starting in the middle of July. Two weeks ago I was able to make calls to 540-396-XXXX numbers for several days, then they were blocked again.

fujifilm99

After magicJack allowed access to (apparently) all numbers blocked due to cost of connecting to rural telephone companies (telcos or LECs) during the Labor Day weekend. Complainers were offered a pro-rated refund.

Current status: Calls to small rural LECs are back to being blocked.
Current recommendations are to complain more and officially.
File on-line complaints to as many of the following as possible:
FCC
FTC (for continuing false advertising)
Senator and congressmen
Your States Attorney Generals Office
Retailers that sell them such as Radio Shack, Walmart, and etc.

Be nice if we could find a few users to picket their office in Florida..

For information and links to where to file complaints, I recommend viewing this topic:

lsmithFL · MagicJack Newbie Joined: 05 Sep 2011 Posts: 1

I have spent at least 3 hours on chat with magicjack support.

(239)283-nnnn numbers do not work. They used to.

I keep asking them to just try the numbers from their magic jack and they will see the problem. They told me that they dont have a magic jack.

Pretty stupid.