Routing problem? Cannot recieve incoming calls

[tsionainn]

When someone tries to call my magicjack phone, they hear a message saying "the call is being treated as a local call and should be treated as a long distance call and they should contact their service provider to route the call properly. Or dail a number, listen for a beep then enter my number to call "me . i chatted on line with 3 different people at magicjack help for 2 hours to no avail. Unplugging and rebooting several times, restarting MJ. Uninstalled MJ and reinstalled with upgrades, still people cannot call me. i contacted the incoming calling phone provider and its not on their end. I could recieve calls yesterday, but not today. I can make outing calls. help!

[Glennbo51]

God I thought I was going crazy. I am seeing this too with one difference. I can dial it with a local number but not from a phone that has a differnt are code.

[javs52]

hey guys
i am having the same problem, i tried majicjack support and they cant seem to understand the problem.

so whats wrong? this problem is since yesterday, although sometimes the calls go through and sometimes they dont.

[Glennbo51]

hey guys
i am having the same problem, i tried majicjack support and they cant seem to understand the problem.

so whats wrong? this problem is since yesterday, although sometimes the calls go through and sometimes they dont.

According to MagicJack NoSupport the problems is with all the Long Distance Carriers. I think that stinks. What I suspect is that the MagiceJack folks changed and that are blaming everbody else. Here is MagicJack Statement:

If you are getting a message stating "Your number is being identified as a local number when it is a long distance number", you need to call your long distance carrier and tell them to route your call properly. For you convenience, we have provided some common long distance carriers' phone numbers below: Sprint 866-866-7509 MetroPCS 888-863-8768 AT&T 800-331-0500 T-Mobile 877-878-7326 Verizon 718-890-1800 Sprint 800-639-6111 Cricket 800-274-2538 Optimum Lightpath 866-611-3434 Comcast 800-266-2278 Verizon 800-837-4966 Bell Mobility 800-667-0123 Comcast 888-266-2278 For all other providers please check your monthly statement for their contact information.

[javs52]

their chat support doesnt know anything......

and my majicjack is in india and i use it here and i have been using it since the past 2 years.

there is definately something fishy going on

[chris8884]

OK - I use T-mobile. Let's do a carrier rundown.

I have contacted my carrier and they have no issues on their end. They've also never heard this message before and since the number provided to call greets with "Thank you for using MagicJack", they believe it's most likely a MJ issue.

I'm in chat with MJ tech support and will post logs once finished.

[free2talk]

I am getting the same message when i call from my AT&T cell phone and also someone with a vonage phone number who tried to call me got the same message.
Is it end of the road for magicjack ? Seems their business model is at the end of the road now and other carriers have caught up to its tricks.
Time to move to skype/google voice ?

[sabresfan]

Perhaps some of these carriers are fighting back against MJ for blocking all the exchanges they are now. No better way to do it than make it a "technical" problem than come right out and block exchanges them like MJ has.

[chris8884]

Please wait for a site operator to respond.
You are now chatting with 'Jacqueline'
Your Issue ID for this chat is LTK43604764410X
Chris: Hello
Jacqueline: Hello, how may I help you?
Chris: When someone from another area code tries to call my number, they get the following message:
Chris: the call is being treated as a local call and should be treated as a long distance call and they should contact their service provider to route the call properly. Or dail a number, listen for a beep then enter my number to call
Chris: Or thereabouts
Chris: I went to my carrier and they have no idea.
Jacqueline: As per operator, they must contact their service provider for the call to be routed properly Chris
Chris: I'm seeing that other users online are also seeing this problem... Seems it started yesterday
Chris: I have - I went through tech support with my operator
Chris: It seems to be routing just fine
Jacqueline: This is on going issue we have received here in our end and our engineering team have informed that the solution to this issue is by calling the carrier of the phone who cant contact magicjack
Chris: So, an issue that mysteriously pops up that affects multiple carriers, is an issue with each carrier instead of MagicJack?
Chris: I work in tech support and that logic just doesn't float
Jacqueline: Yes that is correct
Chris: Is there a supervisor that I could be transferred to please? What you're telling me just doesn't make sense - especially since I've already been through my carrier and this is happening cross-carrier
Jacqueline: One moment please...
Jacqueline: 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 'Melina'
Your Issue ID for this chat is LTK43604764410X
Chris: Hello
Melina: Hello Chris. My name is Melina. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
Chris: Sounds like a plan
Melina: I will be right with you.
Chris: Alright
Melina: Thank you for waiting. I'll be with you in just a moment.
Melina: I'm sorry for the delay. I'll be right with you.
Melina: Thank you for waiting.
Melina: May I ask if you already called the carrier line that you used to test in calling your magicjack phone number?
Chris: The 305 number you mean? Or do you mean if I've contacted my carrier?
Melina: The carrier line that you used to call your magicjack phone number.
Chris: I'm sorry, but I'm not sure what you mean exactly. What do you mean by "carrier line"?
Melina: The carrier line or the service line of the phone that you test in calling your magicjack phone number.
Chris: Here's what I've done (I hope this answers your question, because I'm still not getting it, lol): I've contacted T-Mobile (My carrier). I called my majic jack line using the number in the whisper message provided.
Chris: Do either of those answer your question?
Melina: May I ask what T-Mobile inform you when you ask them if they have any routing issue with magicjack or if they have blocked magicjack from their end?
Chris: I went into the retail store where the clerk called their tech IVR, which routed her to an engineer after talking to general support. The engineer looked at everything on their end and couldn't find a problem. Both the engineer and the floor rep listened to the MagicJack whisper message firsthand.
Chris: After about fifteen minutes of the engineer looking at their systems, they weren't able to find anything.
Melina: What I mean is if you have contacted directly T-MOBILE customer service or technical service?
Chris: The rep contacted them for me using their internal line. I was present for the entire conversation
Melina: And they do not have any routing issue to magicjack phone numbers? or blocked magicjack from their end? Our engineers also checked it here and everything is fine here in our end as well.
Chris: They could not find anything.
Chris: I am calling them back now to ask specifically.
Melina: Alright. Thank you.
Chris: Are there any other specific questions you would like me to ask while I have them on the phone?
Melina: Please ask them if they have routing issue with magicjack phone numbers or if there's any blocked from their end.
Chris: Alright, I'm on hold. I'll let you know what they say once I get through...
Melina: Alright. Thank you.
Chris: I'm still here, I'm just trying to get someone who can speak English...
Chris: Or who knows what VOIP or MagicJack is.
Melina: Alright.
Melina: I am just here as well Chris.
Melina: Just let me know any update for this.
Chris: alright
Melina: Thank you for waiting. I'll be with you in just a moment.
Melina: Please just let me know.
Chris: Alright, here's what I got:11 AM PST
Melina: What's the update Chris?
Chris: First issue was reported to T-MOBILE at 11 AM PST yesterday (11/12). They've created a master ticket on this issue to track it. HOWEVER, they are not blocking calls to magicjack
Chris: And they are unable to find any problems on their end with routing calls to majicjack users
Chris: magicjack*
Chris: They said that from their standpoint, everything seems OK
Chris: I spoke to a supervisor, Sebastian, ID 809011
Chris: Just for your records there
Melina: Okay. Thank you for that information. I will create an issue ticket for this and forward this to our technical department so that they can recheck the lines. I hope this will be fine with you but I need to include those information that you have provided above for this.
Chris: That's fine. I hope that this helps you all resolve the problem.
Melina: Thank you Chris.
Chris: Not a problem. Is there a way for me to be notified when this issue is resolved?
Melina: Is this your best e-mail address: *********@*****.com?
Chris: yes
Melina: Thank you.
Melina: I'll include your e-mail address here on the report and your request to be updated on this.
Chris: Thank you, I appreciate it

[chris8884]

By the way, that lag where I'm talking to T-MOBILE took about an hour as I was transferred around and had to request a tech supervisor multiple times as the rep didn't know what VOIP was...

Supervisor was great though!

[javs52]

well majicjack needs to stepup quickly before they start to get more and more calls about this issue.

but i wonder why i am still sometimes able to get through on the majicjack nos. and sometimes not, its kinda strange. a minute ago i was able to receive a call and suddenly not!!!

[superpunxrko]

I talked to Charlie at Magicjack live support and he had me download and install this upgrade and it fixed the problem. Hope it helps others with the 305-848-8288 problem.

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

[free2talk]

Well the upgrade date time stamp hs october 2010 on it.I still tried it and it still gives the same message when called from my ATT cell phone.
Its funny but i thought i would see a lot more messages on this topic.
Seems everyone is not affected ?

[Glennbo51]

Please wait for a site operator to respond.

You are now chatting with 'Therese'

Your Issue ID for this chat is LTK43604771963X

Therese: Hello, how may I help you?

Glenn Bowes: Hello, The problem I am having is that I cannot receive certain calls on my magicjack. I am fairly confident that it is not a "MagicJack" issue but rather an issue with the CLEC used by magicjack. I have tested this by dialing from my cell phone to my magicjack number. Cell phone number is (310) 989 6216 and my magicjack number is (479) 437 5467. I can successfully dial other numbers in the (479) area code that are not magicjack numbers. This tells me it is your (CLEC YMAX) problem and not my long distance carrier

Glenn Bowes: By the way this started 12-Nov-2010. Prior to that every thing was fine. I have been a magicjack user for over a year and a half now.

Therese: Please wait while I check that for you

Therese: Thank you for waiting.

Therese: Have you reported this problem before?

Glenn Bowes: Yes yesterday but they blamed the long distance carrier. However, after more testing it does not appear to be an issue with the long distance carrier. Also I have seen in several forums that I am not the only one seeing this issue.

Therese: I see, and I apologize for the inconvenience.

Therese: This is an ongoing issue and is being worked on as of the moment please chat us back or contact us again 24 hours from now if the problem persists.

Glenn Bowes: Thank you. Pleas put a rush on it. The magicjack line is the line my clients use to contact me.

[javs52]

Therese: This is an ongoing issue and is being worked on as of the moment please chat us back or contact us again 24 hours from now if the problem persists.

why didnt she mention this right in the beginning of the chat?

the problem is still there....

[bebik22]

called MJ and they claim it is carrier issue. Called Verizon NJ and they said it is MJ. My cell works but my wife cell has different area code and doesn't work. when she calls any MJ number she gets error message. Started on 11/12/2010

[Glennbo51]

called MJ and they claim it is carrier issue. Called Verizon NJ and they said it is MJ. My cell works but my wife cell has different area code and doesn't work. when she calls any MJ number she gets error message. Started on 11/12/2010

MJ is full of shit. What they are saying iis it is ALL those nasty Carriers doing it.

For that to be you would have to have ALL of the carriers conspiring to do this. That sounds to far fetched. I think it is time to get the Government involved. FTC or FCC

[bebik22]

i have called my MJ phone from Verizon cell and got error message to call ATT....this is for sure MJ issue

[cindylynn13]

I have contacted MagicJack chat support twice now about this inability to receive long distance calls. Both times they keep advising me to tell my callers to contact "their carrier" about the problem. First of all, there are several different carriers involved. Second, I'm not sure my older relatives want to get on the phone and hold forever while they try to contact their carrier. This is clearly a MagicJack problem as it's happening all of the sudden with several different carriers. MagicJack needs to step up to the plate quickly and get this problem fixed or they're going to lose a lot of customers and get a lot of bad PR. My relatives are already asking me why the heck I use this unreliable service anyway.

[phaseout]

Please wait for a site operator to respond.

You are now chatting with 'Garnet'

Your Issue ID for this chat is LTK43604830772X

Garnet: Hello, how may I help you?

steve: Hi, here is the link describing the problem i am having and many other people are having

steve: http://www.phoneservicesupport.com/rout ... 10126.html

steve: it is not an issue with my carrier. i have had several people from various carriers try to call and no one can get through

Garnet: Since when have you been experiencing such problems?

steve: a day or two

Garnet: Let's try a few things to address the issue.

Garnet: Is your magicJack plugged in directly to your computer USB port, right now?

steve: yes

steve: ican call from it and other landlines can get through

steve: this is just cellphones that are getting the error

Garnet: Do you see the dial pad on your screen?

steve: dude please, dont start there with me. this is not a technical issue on my end

steve: everything is set up fine

steve: this is something with your routing from your central location

steve: i just need confirmation that you guys are aware of it

steve: did you read the link i just sent you?

Garnet: Yes, we are aware of the issue and everything is fine in our end and the caller of mj must contact their phone provider to properly reroute their call so that the mj user can receive their call.

steve: bullshit

steve: this is happening on multiple phone providers

steve: verizon

steve: att

steve: t mobile

steve: if you dont know anything then tell me you dont know

steve: but dont swing the problem at all cell phone carriers

Garnet: I understand your issue,and this problem is common. Our engineers have checked our server and they informed us that the problem is not from magicJack.

steve: really? can i have a number to speak to your tech service?

steve: you know what ill just go return the magicjack. great way to do business

Garnet: We'd love to help you by phone but as of the moment we only do support on chat.

steve: could you be any more useless? its a damn shame

[hughmbein]

I'm having the same problem calling several of my area code 757 MagicJackS from my ATT cell phone which has a different area code (954). I'm physically in the 757 area.
But. calls to my MJ 's from my landline (both have same area code) goes right through and works fine.
So, I had someone on the same ATT family plan call my 757 MJ while they were physically in the 954 area - it worked fine.
I also had someone in the 757 area call my 757 MJ using their 757 TracPhone cell phone - the call went through fine.
The other 757 MJ's ( which are physically in other countries ) I've called had the same problems and results.
While I'd like to know the reason for this disruption, I'm more interested in it being fixed AND that this is not the beginning of the end.
Is this another skirmish in the PHONE WARS ?

[KMNugent52]

MJ Forum:
A neighbor of mine living in the 706 (Georgia) area tried dialing my 718 (New York) area MJ (Physically in GA) and got the same message.

Between the blocked numbers and now this new message, it's starting to smell like the end.

I can't complain though. I've used MJ for over 2 years, saved a lot of money and up until now, it's been a great service at an umbelievable price.

-Kevin N.

[suptclark]

I tried the upgrade and it was NO help.

[bebik22]

no upgrade or plug/unplug MagicJack works...as suggested by support.
They have a big problem that will just get bigger every day. I have no idea why i believed and signed up for 5 year contract. It worked for 1 year, but now how do I get money back. Will wait for 1 week to see if they admit the issues.

[pamfuchs]

Monday 11/15/10 Noon CST. I wasn't going to post but then I read the poster who said he couldn't believe more people haven't posted/i.e. are having the problem. I was notified by email that my long distance friends couldn't call me and got the same message spoken of in the other postings. I happen to have a cell phone with a different area code than my magic jack and so I can continue to test whether fixed. One friend contacted sprint who said they had nothing to do with blocking the call. I tried online chat: first "Dory" who said it wasn't MJ's problem and dropped the chat. Tried again and was told MJ engineers are working on it. Just tried calling from my cell phone with diff area code and still get same message. THIS IS HUGE!!!!

P.S. I've only had MJ 6 weeks and like it OK until this weekend's problem. However, after reading more reviews yesterday and today I'm afraid of ongoing problems of one sort or another.... Pam

[Glennbo51]

This morning at 15-nov-2010 I have logged a complaiant with the Better Business Bureau. I suggest that all the rest of you do the same. The more complaints on this issue the better.

[free2talk]

This is the exact reason why i did not buy the 5 year plan.Magic Jack was too good to last.
I was chatting with someone and then suddenly the chat window closed.
Seems they know EXACTLY what is going on.

[hankwil74]

Please wait for a site operator to respond.
You are now chatting with 'Sam'
Your Issue ID for this chat is LTK43604876532X
Sam: Hello, how may I help you?
Adam: Sam, I have been having issues with my MagicJack not being able to receive incoming calls.
Adam: I was told to download an upgrade by Therese, and I did that.
Adam: Now, my computer will not recognize the MagicJack.
Sam: May I know what is the exact message when you call your magicJack number?
Adam: The message says, your carrier has routed this call improperly. It has been identified as a local call when it should be identified as a long distance call.
Sam: I understand your concern Adam but you really need to tell them to call their long distance carrier (number they use to call MJ) and ask them to route their calls properly.
Sam:
Adam: Sam
Adam: I did that already
Sam: Thank you.
Adam: ATT Wireless says that the problem is not on their end
Sam: One moment please...
Adam: And from going online on MagicJack message boards, this is a serious problem
Sam: I appreciate your patience.
Adam: no problem
Sam: I do apologize for the inconvenience that this may caused you Adam, but I can assure you the fact that our Engineering team are doing their best now to get rid of this issue a soonest possible.
Sam: We appreciated your patience and understanding with regar to this matter.
Adam: so as of right now this is an ongoing issue with MagicJack, and MagicJack is trying to fix it, correct?
Sam: Indeed. As per update from our engineering team, they are still looking into this now.
Sam: Rest assured we will keep you informed through our website once the issue is fixed. Please try again later.
Adam: okay... I will log on to the help chat tomorrow and see if any progress has been made

[bebik22]

now that MagicJack not receiving calls from my wife cell I came up with temporary solution. Open a free google voice account and forward phone # they give you to your MJ phone #. As a test I called google # from my wife cell and home MJ # was ringing. Make sure you choose local number as you google voice. Good luck all and lets wait for a fix...hope it comes soon

[free2talk]

Yes except that i have been using magic jack for more than 2 years now and now i suddenly need to give everyone a new number to call to.

[a1sweetypie]

I have the same problem. It started a few days ago after using MagicJack for about a year. The chat person also told me that it was the "other guys" fault. Like EVERY other carrier went crazy at the same time. Was there a MagicJack update recently that may have done this? Nobody can call me now. Is it because the area code for my state isnt available? I am using a code from a neighboring state. I think they should at least admit they have a problem when people try to get help through chat.

[yechi7]

Same problem here, except it's not only long distance calls which are not being received, & then the caller receives the strange message.

Occasionally, local calls are also not coming through. My phone rings, I quickly pick up & say Hello, Hello, Hello & I hear dead space. Then the incoming message pops up on my MJ voicemail & email.

My wife called someone on Nov. 11 & got a MJ message saying that we reached our limit, or something like that. We hardly use our home phone, maybe 15-20 minutes a day at most. So, it's not some time limit that we've exceeded.

Also, my MJ voicemail password suddenly reset itself to the default of 1-2-3-4. I had to reset it back to my own password.

I've been successfully using MJ for almost 2 years. All these problems started around Nov. 10-11.

I don't really want to change to Vonage or Ooma, but I'm getting very frustrated & the wife is getting desperate. We're both job hunting & we need a working phone line. HELP!

[jsherk]

I have the same problem. Interestingly enough it happens with my Verizon cell phone when I try to call my mj number to check my voicemail. BTW, if tech support tells you to do some kind of upgrade, it's probably pointless because the problem also occurs when my computer is off.

And my voicemail password was also reset to 1234 and all my voicemail greetings were reset and I had to re-record them.

Whats interesting is that I cannot call any mj number from my cell phone but other Verizon cell phones can call me!

And just to make it more interesting, 2 or 3 days ago I started getting cutoff after exactly 5 minutes on the phone when I call certain numbers.

Oh the joys of magicJack!!! It's cheap but you sure get what you pay for!

[AnneW]

I have had my MJ for over a year without and problems worth complaining about for 3 days now I have been unable to receive all my calls. The caller is getting a recording saying the call is routed improperly . I was informed by MJ it was and issue with the other carriers. I called all 4 carriers and was told by each to cantact MJ.
One thing I have discovered is anyone calling from an 800 number can get through. It seems 800 numbers are not concidered 10 diget numbers The only thing I have not tried is to have someone call me from the same area code, unfortunatly MJ does not offer area codes in NH so i had to get a MA area code and don't know anyone in that area code. I filed a complaint with the FCC http://esupport.fcc.gov/complaints.htm? ... &id=d1e603

[AnnaL]

I see similar posts for this problem and the same reaction--how can this not be a MagicJack issue?! I'm currently doing an online chat with Comcast who is the carrier of someone I know that is trying to call me who gets this message. Will be interesting to know where this goes. I still think its a MJ thing. Here's the details of my chat:

You are now chatting with 'Gilbert'

Your Issue ID for this chat is LTK43604904321X

Gilbert: Hello, how may I help you?

Anna : Anytime someone calls my phone they are receiving a message that 'my carrier is routing their call improperly' and then they are offered to contact carrier or dial 305 848 8288. I dialed the 305 number which routes me to magic jack and then I enter my number and get connected. How can I get this resolved so they can get through in the normal fashion??

Gilbert: Please wait while I check that for you

Anna : you can call my number to hear the entire message I'm sure.

Gilbert: I have refreshed your magicjack account setting from our server. Please unplug your magicjack now and replug after 2 minutes.

Anna Lanthier: Do I also need to restart my computer?

Gilbert: No.

Anna : Okay, can you tell me what causes this problem?

Gilbert: 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 'Faye'

Your Issue ID for this chat is LTK43604904321X

Faye: Hi this is Faye, Let me assist you for this matter. let me review your previous chat. please hold for a moment

Faye: hi Anna, may I know when did this problem started/

Anna : Hard to say since I don't call my home phone much.

Anna : For sure its been happening within the last week.

Anna : BTW, I unplugged the device as gilbert instructed and then plugged in again and restarted MagicJack. Still having same issue.

Faye: okay Anna, what phone carrier do you have for your phone that you have tried calling your mj phone number?

Anna : A cell phone AT&T; and other people have tried from multiple carriers..it is not unique to carrier of person trying to call

Faye: I understand, few carriers are having some problem with their routing for Long distance calling, please contact At & t and ask them to properly route their long distance calls

Anna : That seems strange to me that a phone carrier doesn't know how to route calls. Is this a new problem for magic jack users?

Anna : And do I have to figure out the carrier of every person who is going to call me and call them??

Faye: we have made some verifications in our end, for this matter, and we have narrowed down that its not a problem in our end but on the carriers that calls the magicjack, their routing for long distance calls are not properly set. please do ask them to do such.

Anna : so can you direct me to what department would fix this on AT&T side?

Faye: you can call their customer support, by the way may I know your at t number. if its okay with you?

Anna : There's 3 numbers that have tried to reach my home phone (various carriers) XXX-xxx-xxxx (edited.) This will be a nightmare to figure out how many carriers I need to call...there's not a better way???

Faye: One moment please...

Faye: okay thank you for waiting, we confirmed that is not within our end, please do contact your phone carrier and refer this matter to them.

Anna : So something changed on the various carriers end within the last week that caused phone numbers to not route properly and it has nothing to do with magic jack customers?

Faye: yes, they might have changed their routing paramaters, please contact them to verify this matter.

Anna : Okay I will. I just wanted to make sure that its not associated with using the VoIP technology

Faye: No it's not.

Anna Lanthier: ok

Faye: Is there anything else I may help you with today?

Anna Lanthier: No I guess not

Faye: okay thank you for cooperating with us , and have a great day ahead Anna

[AnnaL]

I tried upgrade and it made no difference unfortunately

[toronto]

Are MJ users with the newest 4th Generation still working? I'm reading posts on here with people from 4th generation that their magicjack is working as of Nov 15th.

[Glennbo51]

I see MJ is still claiming it is those nasty Long Distance Carriers problem.

What bullshit!

[toronto]

Anyone got it working? I told them that if they can at least have the call forwarding work, i can forward it to my cell and i wouldn't care, take as long as you need to fix it. But they are just passing the buck.

They said they would look into the call forwarding and see if they can resolve that and email me.

I've spent all day on techsupport chatting with different agents and getting the same answer from all of them. Copy and Paste pretty much.

This is used for my business number. My business is suffering because of it. What a load of crap. I am looking at alternates to see if i can port my number.

Anyone know of anyone that offers similar to MJ?

[toronto]

I've paid for 5 years in advance, but at this point, i don't care. If there is another company that offers the same type of thing, i will switch. I need a solution by tomorrow, can't leave it like this.

Anyone know of any other companies i can switch to?

[Glennbo51]

I am considering jumping to VONAGE.

[jsherk]

I highly recommend callcentric:
http://www.callcentric.com/?aid=112532

Read this post:
http://www.phoneservicesupport.com/loca ... t8395.html

[pamfuchs]

if they think they can get away with saying this is someone else's problem. Whether it is or not, if they don't find a workaround for their customers, we're all going to jump ship. No one is going to want to stay with them which I believe makes it THEIR concern. Maybe that is what we should start saying in our chats with them when they say "have the person who is calling you call their carrier". They need to wake up. Whatever happened to "the customer is always right".
Venting,
Pam

[AnnaL]

I went back online today (painfully) and had another chat session with MJ. The outcome was quite interesting. I'll keep everyone posted on what I hear back from them.

Please wait for a site operator to respond.

You are now chatting with 'Michaela'

Your Issue ID for this chat is LTK43604937274X

Michaela: Hello, how may I help you?

Anna : Hi, I was on earlier today trying to work with a rep on troubleshooting why incoming callers are getting a message stating the 'carrier is incorrectly routing this call'...I was told it was the carriers issue. They told me it is not. I've seen a lot of posts on a users forum about issues with magic jack with this problem. What is being done to resolve?

Michaela: Please be informed that this issue is not from magicjack. We have lots of customers who has the same issue and it got fixed when they called the carrier line to reroute the call.

Anna : Has anyone looked at the forum called www.phoneservicesupport.com where many customers post that they have NOT had luck resolving this with carriers?

Michaela: We have checked on this and we found out that it's not from our end.

Anna : Why would the caller get a message from magic jack then with this message? Its obviously getting to your side somewhere for them to hear a recorded audio of the 'issue' and be provided your 305 898 8288 number.

Michaela: As I have said to you, we checked on this matter and found out that this is not from our end.

Michaela: Your magicjack is working fine here.

Anna : But explain to me how the callers get a message from MJ if the call is truly not getting routed 'correctly'?

Michaela: If this is from our end, we have then receive many complains from our regular customer but we did not receive as much as you expected.

Anna : There are at least 20 posts and climbing in the forum link I sent you regarding this issue that appears to have started on 11/12.

Michaela: We have solved that issue Anna. Our higher department have sent email to those people and it has been fixed.

Michaela: How about you, have you called those phone providers?

Anna : I'm one of those people..I didn't get any email, so what was the content from the 'higher department? And yes, I called Comcast they don't show anything being blocked.

Michaela: Exactly, that would they say because they are protecting their end. Magicjack becomes bigger and bigger and they might afraid that magicjack get their share.

Anna : That doesn't help me. What was the content of the email that you say was sent 'to those people and it has been fixed'?

Michaela: It got fixed because they called those carrier lines and told to fix it from their end.

Anna : So your 'higher department' people sent emails to the carriers and the problem was fixed for those that they sent emails to?

Michaela: Yes Anna. So let those provider fixed this.

Anna : Reread your last sentence...I don't understand it. Has someone from MJ sent a letter to Comcast?

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

Michaela: What I mean is, the only way to fix this issue, call those providers and reroute the call.

Anna : Yes, as I said to you earlier Michaela I've tried that with no luck. So is there someone in your 'higher department' that can facilitate this on behalf of Magic Jack customers as this should be pretty wide-spread IMO.

Michaela: 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 'Bucky'

Your Issue ID for this chat is LTK43604937274X

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

Anna : For Michaela...you should check out the 42 posts at the link below to get a grasp on how many people this is affecting!http://www.phoneservicesupport.com/rout ... 10126.html

Bucky: Thank you for waiting.

Bucky: May I have the number that you can't receive calls and the carrier line too please?

Anna : XXX-XXX-XXXX(edited), carrier is Comcast

Bucky: Can you contact the carrier line comcast and ask them to to route their calls properly? Let me know what is their response regarding this matter.

Anna : If you read my posts Bucky then you would have seen that I already tried this.

Bucky: Can I have the exact message what they told you about it please?

Anna : They said they are not blocking any numbers and that there are common problems that come with every VoIP type service. It was an online chat session like this.

Anna : Also, on the MJ users forum that I provided a link to earlier, several people have posted within the last 24 hours stating that they have been told your engineers are working on the problem...others have been told this isn't an MJ issue...seems like there's mixed messagest here.

Anna : another post says they called Verizon who says it is a MJ issue.

Bucky: Once a certain customer contacted their carrier line. The response from their end, we will forward it to our Engineers that this is the message/response regarding your issue.

Bucky: I will forward your issue to our Engineers regarding the reply of your carrier line regarding your issue.

Bucky: Aside from they are not blocking, is there anything else?

Anna : Here's the excerpt with your support rep named Sam:

Anna : Sam: I do apologize for the inconvenience that this may caused you Adam, but I can assure you the fact that our Engineering team are doing their best now to get rid of this issue a soonest possible. Sam: We appreciated your patience and understanding with regar to this matter. Adam: so as of right now this is an ongoing issue with MagicJack, and MagicJack is trying to fix it, correct? Sam: Indeed. As per update from our engineering team, they are still looking into this now.

Bucky: I mean, what else did they told you about this matter.

Anna : Who is 'they'? These are from posts that have been put on the internet regarding online support chats to MJ from customers. This post was just put out there on Monday 11/16

Anna : Sam is the "MJ" online chat support rep.

Bucky: The they I'm referring is your carrier line.

Anna : My mother's carrier line is Comcast. Or are you talking about my ISP? MJ is my 'phone carrier' obviously

Bucky: The carrier line of this number xxx-xxx-xxxx which you can't receive calls.

Anna : If you go back the beginning of our chat session Bucky you'll see that I already gave you this info...it is Comcast, and yes, I called them, and they said there's nothing they can do.

Anna : They do not show any problems with blocking on their end.

Bucky: Thank you.

Anna : So what about the MJ employee, Sam, who acknowledges (as of yesterday) this was "indeed" and issue with MJ and your engineering dept was still looking into it??

Bucky: I explained to our Engineers regarding your issue and they will check on this matter personally.

Anna : Okay, so who will be getting back with me with a status update?

Bucky: They are still working on it regarding this matter and we appreciate your extended patience, Anna.

Anna : So you're confirming now there is an issue on MJ's side and its not the carrier??

Bucky: Our Engineers will be the one to give you the updates to your email address.

Bucky: Based on their reply that they are not blocking anything, our Engineers will fix it here in our end and check on this matter. We will do the best we can as soonest time possible.

Anna : Okay I look forward to the fix and to their reply. Please share this information with your other online reps who fall into the 90% that are not the top 10% so none of us waste time anymore with these chats.

Bucky: I understand and thank you once again for understanding, Anna.

Bucky: I appreciate it.

Anna : Thank you Bucky, I know your just in the middle.

Bucky: You're welcome. Thank you for understanding on our part as well.

[iam2trickey]

My mother inlaw has the same issue. We have tried calling her on the folling carriers. she live in the (603) area code and has a (978) area code with mj. we tried sprint, att, verizon, tracfone, and comcast. we have called all and they all say its not them its mj. she can receive calls from 800 numbers and she has had this issue since friday 11/12/10. and they still have no clue of what to do. they gave her 2 options and that was all she could do. she said no i have 4 i will call the fcc and better buniness bureau. has any one had any luck getting it fixed.

rick

[crarndt]

I'm glad this is not just happening to me. In my scenario, I had my magicjack number forwarding to my vonage number. This allowed me to keep my old number and just have my new (MJ) number forward to it.

I hate the way they are pawning this off onto every other carrier out there.

Please wait for a site operator to respond.

You are now chatting with 'Kenny'

Your Issue ID for this chat is LTK43604925697X

Chris Arndt: Hello

Kenny: Hello, how may I help you?

Chris Arndt: Everyone that calls my number xxx-xxx-xxxx gets a "this call is incorectly routed" message. Can this be fixed?

Kenny: I see.

Kenny: I may suggest you to let them call their provider and let them re-route the calls into magicJack.

Chris Arndt: I can make calls from the magic jack without issue

Kenny: Yes that is right, is is not on our end but on the other end's issue.

Chris Arndt: How can I do that, my phone number is on my resume. People that I don't know will try to call me and get this message.

Kenny: Our engineers found out that they are blocking some numbers, you can ask and let them re-route the calls.

Chris Arndt: So this is a problem with every other phone number in the United States. I have had people call me from NY, WA, OH - they all get this message

Kenny: Alright, let me take note of your concern and I will submit this to our engineering department so that they will be aware regarding the matter.

Kenny: This time, I need to escalate your issue to the Engineers for them to check on this matter personally. Please provide me the needed information below.

Kenny: Complete name.........

Kenny: Email address..........

Kenny: MJ number.........

Kenny: Sample numbers you can't receive...

Chris Arndt: You must see, from my standpoint this unacceptable. If you can't fix it, I will have to cancel magic jack. My name is Christopher Arndt, xxx-xxx-xxxx, and my email is XXXX. Can you try to call this number? and tell me what you get?

Kenny: I understand your side Chris, for now let me report this so that they will get back to you regarding your issue.

Kenny: Thank you for the information.

Kenny: Please hold while I submit this report here on our end.

Kenny: One moment please...

Chris Arndt: Sample numbers that can't reach me are xxx-xxx-xxxx,xxx-xxx-xxxx, xxx-xxx-xxxx

Kenny: Got that.

Chris Arndt: Do you have any idea how long this will take? It is costing me many lost calls from possible employers.

Kenny: Thank you for waiting.

Kenny: I did submit this report, unfortunately, we don't have any time frame and further details about this matter. Rest assured this will be marked priority on their end for you. Please check your email for any notification about this issue. Thank you for your time and patience. It is much appreciated.

Chris Arndt: Here is a note the message everyone gets seems to be from sprint

Chris Arndt: How will I know when this as been corrected?

Kenny: Someone will get back to you regarding this matter Chris.

Chris Arndt: via phone? email?

Kenny: Through your email chris.

[yechi7]

To add to my previous post: On the day this problem started, Nov. 11-12, I discovered that my MJ voicemail message was wiped out, in addition to my password being reset to the default number 1-2-3-4.

Are you trying to tell me that Comcast erased my MJ voicemail message & reset my password???

This proves that the problem was from MJ!

[Glennbo51]

MJ is providing a service/product. What MJ has failed to releize that in providing that service/product that it is incumbent on them (MJ) that it works in ALL cases. It is not the part of the USER to insure this. IT IS THEIRS. Iy is obvious to me that they don't understand this or they don't care.

[toronto]

Please wait for a site operator to respond.

You are now chatting with 'Gretchen'

Your Issue ID for this chat is LTK43604950588X

Gretchen: Hello, how may I help you?

Dean: when is the incoming routing problem going to be fixed?

Gretchen: After you contact other phone carrier.

Dean: Already done. Called them all. They said they are not blocking and it's not on their end.

Dean: So when will MJ fix the issue?

Gretchen: Your not the only one experiencing this problem, others who contacted the other phone carrier got the problem fixed and it works properly again

Dean: I know i'm not the only one. And i've seen the comments of all the others that have called and have also not gotten a resolution. So what about us?

Dean: Calls are going to a MagicJack message from 20 different carriers in 2 different countries. The call is not being routed properly through MJ.

Gretchen: No, the problem is not here in our end our engineers are investigating it now. And they can assure that the problem is not here in our end

Dean: And the phone companies assured me it's not on their end.

Dean: The problem is, i pay MagicJack. So you are responsible for resolving the issue in the end.

Dean: I'm YOUR customer, not Comcasts, not AT&T, Not Verizon, Not Bell Canada....

Gretchen: I perfectly understand your situation, however I believe we are keep on repeating the same process. May I now end this chat session? Thank you

Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat

[dfhawk]

and it is now in the FAQ on the magicjack site:

http://service.liveperson.net/hc/s-6173 ... ction=view

so i guess we get to watch Dan take on all the major carriers AT THE SAME TIME from front row seats