magicJack and magicJack Plus Support, Reviews, FAQs and Hacks

boweryboy · MagicJack Newbie Joined: 23 Dec 2011 Posts: 2

Well I spent over 5 hours today working on trying to get the MagicJackPlus to work without a PC. I followed the instructions to a tee and set it up by connecting it to my PC. The setup went well and I was able to set up the account, get a number, and make several calls.

I then disconnected the MagicJackPlus dongle from my PC's USB port, plugged the unit into a power outlet and connected a network cable to the MagicJackPlus dongle. I watched as the network lights on the MagicJackPlus dongle blinked green then the yellow light blinked and then they both went off. They did this over and over and over again.

I picked up the phone receiver and heard a dial tone for a few seconds and then it went blank. It repeated this over and over again for several minutes until I get an error 3002.

I chatted with support and they walked me through how to port foreward the ip address to 5060 and 5070 after I captured the mac address of the unit and pointed it to a repeatable ip address. I watched this work through the admin screen on my Netgear WNDR3700 router and I can verify the MagicJackPlus unit is going to the ip address I am routing it to.

Support then walked me through the usual boot and reboot od the MagicJackPlus unit, the router and the cable modem. Each time getting disconnected from the chat session and then having to re-establish a new chat session with a different support person and then having to restate my whole saga and get the same "you have to port foward blah blah blah" and "can you tell me how you have the unit connected" and "I would like you to reboot your cable modem and router". UUUUGHHH are you serious? This is a terrible loop!

I also connected the MagicJackPlus dongle directly to the cable modem and the same blinking pattern on the network lights and the intermident dial tone on the phone.

On one of the chat sessions the tech said he was resetting something on his side but that did nothing. I asked several times to get a replacement unit as it seems this unit is defective. They actually asked my to pay an additional 9.95 plus a 1 service fee! Can you belive that they wanted me to pay to replace a broken unit! They said that wa stheir policy!

I asked for am RMA and a full 100% refund as I am still within my 30 day trial period. They then said they would refer me to the engineering dept. I said ok lets try it. They then said someone would get back to me by email! LOL can you beleive that!

I have been using a regular Magicjack for over 2 years and have suffered through having a PC on all the time but it looks like I will be going back to my old unit! I guess the good news is that I was not able to port over my remaining contract from my regular magicjjack to the new MagicJackPlus and I still have something to use. I guess some good comes out of Magicjacks rediculous policies!!!

Here are some chats from the last 2 support agents I had to deal with. Real rediculous!!!

I would recommend waiting for the next release of the MagicJackPlus before I would even think of buying one of these crappy units!!!!

Please wait for a site operator to respond.

You are now chatting with 'Ruby'

Your Issue ID for this chat is LTK554023810465X

Ruby: Hello, how may I help you?

Bill: Hi my magicjackplus is unable to connect to the network when connected to the power outlet diurectly. I can make and rec calls when it is connected to my pc via the usb. When I try to use the Magicjackplus without the pc and the devise is connected via the usb cable to the power outlet and the network cable is conencted to the router and the phone line is connected to the phone I am unable to get a steady dial tone. The lights on the magicjackplus unit itself constantly blick on green, then yellow and then they both go out and cycle through that over and over again. I have already setup my Netgear WNDR3700 router with port forwarding on the two diff ports (5060 and 5070) as instructed by a site operator. I believe this unit is defective and I want a replacement or someone to fix this! I have spent 2 days trying to get this to work. If you can not resolve this then I expect you to refund my purchase price and subscription fees.

Ruby: I apologize for the inconvenience that you have encountered.

Ruby: One moment please...

Ruby: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Bill: great

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

You are now chatting with 'Gerald'

Your Issue ID for this chat is LTK554023810465X

Gerald: Hi this is Gerald, Please hold as I review your previous chat.

Bill: hellllloooo

Gerald: Thanks for holding

Bill: ok now what

Gerald: Just to clarify, Does it work fine when it's plugged in to your computer ?

Bill: yes

Bill: how many chat windows do you juggle at a time?

Gerald: Was there any busy signal or recorded message ?

Bill: when it is connected to the power outlet I some times get error 3002. I also tried to connect the internet cable directly to the cable modem and I could not get a dial tone either

Gerald: May I know your router's exact model ?

Bill: netgear wndr3700

Gerald: Have you already added the magicjack UDP ports ?

Bill: yes 5060 and 5070

Gerald: Okay.

Gerald: Please try to unplug then replug everything now

Bill: I have unplugged the cable modem, the router the magicjackplus dongle and rebooted my computer. I then plugged in the cable modem, then the router and then connected the magicjackplus dongle and still the same problem. I have tried this several times

Gerald: Just wait for 2-3 minutes then make a test call

Bill: I have done this over and over and over and over and over again waiting as much as 5 minues and it will not work.

Bill: I also connected the magicjackplus dongle directly to the cable modem and still I can not get a steady dial tone.

Bill: There must be something wrong with this device!

Gerald: I understand that Bill. We can just fix it

Bill: ok then lkets do it I have been at this for hours

Gerald: I will be right with you.

Gerald: Thank you for waiting. I'll be with you in just a moment.

Bill: lol

Gerald: I have refreshed it her

Gerald: HERE*

Gerald: please make a test call now

Bill: I am still having the same issues where the dial tone only lasts for about 6 seconds then goes off

Gerald: Please try to reset your router now for all the changes to take effect

Bill: Then I am going to get disconnected from this chat and I have to start all over again for the fourth time tonight

Gerald: No. You have nothing to worry since we all have your chat history for you not to start and explain all over again. You can look for me so I can assist you personally or someone from higher level of support.

Bill: so I can ask the rep when I start all over again to reconnect to Gerald?

Gerald: yes right. kindly keep this ticket # LTK554023810465X

Please wait for a site operator to respond.

You are now chatting with 'Irish'

Your Issue ID for this chat is LTK554023829046X

Irish: Hello, how may I help you?

Bill: I was talking with Gerald on ticket # LTK554023810465X can you connect me to him

Irish: Please hold while I check that for you.

Irish: Thank you for waiting.You are having issues making calls using your magicJack Plus, right?

Bill: yes it does not work unless connected to the usb connected to the pc

Irish: One moment please...

Irish: 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 'Irene'

Your Issue ID for this chat is LTK554023829046X

Irene: Hello. My name is Irene. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.

Bill: Hi my magicjackplus is unable to connect to the network when connected to the power outlet diurectly. I can make and rec calls when it is connected to my pc via the usb. When I try to use the Magicjackplus without the pc and the devise is connected via the usb cable to the power outlet and the network cable is conencted to the router and the phone line is connected to the phone I am unable to get a steady dial tone. The lights on the magicjackplus unit itself constantly blick on green, then yellow and then they both go out and cycle through that over and over again. I have already setup my Netgear WNDR3700 router with port forwarding on the two diff ports (5060 and 5070) as instructed by a site operator.

Bill: I have unplugged the cable modem, the router the magicjackplus dongle and rebooted my computer. I then plugged in the cable modem, then the router and then connected the magicjackplus dongle and still the same problem. I have tried this several times when it is connected to the power outlet I some times get error 3002. I also tried to connect the internet cable directly to the cable modem and I could not get a dial tone either I also connected the magicjackplus dongle directly to the cable modem and still I can not get a steady dial tone

Irene: I'm sorry for the delay. I'll be right with you.

Irene: Thank you for waiting.

Irene: Let me help you with this.

Bill: ok

Irene: Can I have your router's brand name and model, please?

Bill: netgear wndr3700

Irene: Thank you.

Irene: One moment please...

Bill: hellloooo

Irene: Thank you for waiting.

Irene: We'll have to do port forwarding to enable magicJack port access in your router. First, we need to get your router gateway IP address.

Irene: get_router_gateway_address

Irene: 1. Please press the "Windows" button on your keyboard (the one between CTRL and ALT) then press "R" and type "CMD" then press Enter key.

Irene: 2. A black command prompt window will open. Type "ipconfig", press "Enter" and take note of the "Default Gateway" address.

Bill: I have done this already! I said that above. I have port forwarded 5060 and 5070

Irene: I will be right with you.

Bill: lol

Bill: can you please send me a replacement unit? Exoeditied so I can test it and make sure this thing actually works?
Irene: We can give you a replacement unit and pay only for $9.95 shipping and handling plus the regulatory fee/Federal tax fee (not more than $1), this will be billed on or before the day we ship the device. The replacement unit will have the same phone number and license/service of the old one. Once you got the new device, all you need to do is to plug it in and verify your email address/password then you can use it right away. There is no need to return the defective unit.

Bill: Why do I have to pay when your unit is not working?

Bill: This is within the free trial period

Bill: I could just ask for a full refund!

Irene: Yes, that is the replacement policy, Bill.

Irene: Are you still under the trial?

Bill: That is rediculous. I want to process an 100% refund and return everything to you on order# XXXXXXXXX!!!!

Irene: I am sorry to hear that it did not meet your needs, Bill.

Irene: Please click the link below

Irene: http://my.magicjack.com/returns.html

Irene: Order Number: XXXXXXXXXXX

Irene: Tracking #: XXXXXXXXXXXXX

Irene: Please fill out the form using the 2information above.

Irene: Just leave the other information blank.

Bill: This is a very poor service and replacement policy for defective units!!!!!!! I am going to past the 5 hours of useless chat help from your group on the internet for all prospective buyers to see in order to protect them from your service!

Irene: I can still help you in other way, Bill to save you from returning the device.

Bill: I do not see how. Read my chat logs you keep suggesting the same basic stuff over and over again.

Irene: I will forward this to our enginering department for them to fix this from our end.

Irene: engineering*

Bill: And then I have to wait 5 minutes in between chats while you bounce from complaint t complaint

Irene: Is that okay with you?

Bill: you can try

Irene: However, our engineering department will be the one to notify you via email as soon as they are done fixing this.

Bill: lol I have heard that before. Doesn't Magicjack have phones?

Irene: We'd love to help you by phone but as of the moment we only do support on chat. Please do not worry as our chat is recorded on our system making it very easy for the next tech to assist you with your concern when you come back again. We will be open to serve you 24 hours a day 7 days a week.

Bill: yes thats why you suggested to do port forwarding like the 4 support folks before you did and I did 3 hours ago. How long before engineering gets back to me?

Irene: My apologies, I will not be able to give the exact time frame however with my position, I will make sure this will be taken care of successfully since I know myself that I am the voice of customers concern and it is my obligation to give remedy in each customers who needs my help.

Bill: well you have about 3 days to resolve as I have complete the RMA process and will be shipping this back to you unless this is resolved by the weekend!

Irene: Thank you for waiting. I'll be with you in just a moment.

Irene: Thank you for the time you have given me. I am done with the report on your issue and have forwarded this to our Technical Engineers already. They are currently working on it. We will resolve this problem from our end. Rest assured that you will get fine results on this matter. It will take awhile for this problem to be resolved. You will also receive an email notification for that matter.

sabresfan · Posted: Fri Dec 23, 2011 6:39 am Post subject:

Your netgear router is compatible with dd-wrt firmware http://www.dd-wrt.com/site/support/router-database . I would ditch the stock firmware and go with dd-wrt instead. I've never had a problem with any voip service I use. You should not need to forward any ports to get to get your MJP to work properly. It's most likely the router is killing the connection between your MJP and MJ's servers.

[email protected] · MagicJack Newbie Joined: 23 Dec 2011 Posts: 3

I am going through the same thing now. Did support ever e-mail you back? I have been waiting for two days - no joy.

rexlan · magicJack Apprentice Joined: 30 Jun 2008 Posts: 21

boweryboy · MagicJack Newbie Joined: 23 Dec 2011 Posts: 2

No REply. I tried using the firmwear ref above and it brickred my V1 router so I had to revert back to the standard firmware. I guess this pc of crap is going back!

MarcTrep · MagicJack Newbie Joined: 28 Dec 2011 Posts: 4

try changing out the 5v usb power supply with a better one

collin · MagicJack Newbie Joined: 26 Dec 2009 Posts: 3

As other users that post before, I got the problem with calls. In my case I have old gadget and plus to compare by side. Tried it for many days of trial wasting all ideas and resources available in the internet. Technical support doesn't gave me more than I already knew but just maybe the link for upgrading firmware on magicjack. Did tests of many kind, with all suggestions you can think, followed a lot of posts from other users, tried 2 headsets, 2 phones, 2 computers, 2 routers, and tested side by side the sound on call with the plus gadget wasn't equal to the old or enough to be used "even plugged to computer!". I even used a phone with speaker ability to super increase sound but had to use always on calls and put my ear directly over the speaker. As for technical support, if you have problems with sound volume with the plus gadget, don't waste your time. I love electronics and I don't give up easily on them. The idea of magicjack plus is super, but or I received a defective dongle or it doesn't work well. And I say without concluding it doesn't perform equally as the old one, due to that I don't have a 2nd magicjack plus to test. I did tried to ask for a replacement cause I didn't want to give up without testing a new one even though I read on the site that I will had to pay for shipping and handling but got no answer from the chat forum. So at the end I'm returning the plus due to that I had no other alternative.
Maybe later on they'll solve the issue.
I never had the need to use technical support for magicjack, but if you're in trouble or have any questions about setup, you'll have better results looking for similar issues online.
I'll continue to use my old magicjack.

User's please share your experiences.

SJF66

This may sound silly but, Did you remember to click on the link that said "use magic jack with out pc" after you completed regitration? This is what downloads the provissioning into the jack.

old vic · MagicJack Newbie Joined: 17 Jan 2012 Posts: 5

I can't remember. There were so many G-D screens trying to get me to buy additional whatevers that I can't remember what else there was.

My MJ+ only works when plugged into the USB port; otherwise useless.

It would be nice if the fix was as easy as changing a setting. Can you give instructions for going in and checking this and changing it if necessary?

THX

vic

zaemliss · magicJack Apprentice Joined: 19 Jan 2012 Posts: 11

try this: http://zaxa.ca/magicjack-plus-not-working-plugged-directly-in-the-router-solved

I was having the same issues. Got it to work with this.

good luck!

engrokstate · MagicJack Newbie Joined: 05 Mar 2013 Posts: 1

Mine will not work with my Belkin router either. I have tried everything including port forwarding and DMZ. I can plug it into the usb port and get it working and it will work for a short time when I transfer it to the ethernet but then it stops. The majicjack plus is a piece of junk that was released too early.