The first rep did the normal stuff about unplugging and plugging it back in and checking the preferred servers. I just kept typing in OK, OK and repeated several times that the magicJack would work with OTHER calls; that it was just the one particular number. (BTW - in case anyone is wondering; it wasn't that the number was out of service. The call would go through and connect from a cell phone and the land line)
I was transferred to another rep (higher up and more experienced of course
) After jumping through more hoops; THIS rep asked me to go and download a program called "Hotspot Shield." At first I balked and asked questions; she assured me it was "fine, would not harm my computer" and was only to "check that my firewall" wasn't blocking magicJack. (I'm fairly sure my firewall isn't ONLY blocking my mother's phone number - although...maybe it knows something that I don't 
) Finally, curiosity got the best of me and I installed Hotspot; as soon as I opened up a new browser session; my browser locked up and the chat got disconnected. So much for THAT solution! It was uninstalled promptly.As far as the "fast busy" problem, I went back to chat a second time and was told that time that it was a current problem being worked on with the engineers. It's still happening this morning.
My original question though was, has anyone else ever been asked to install that program when talking with magicJack customer support?