Routing problems AGAIN!!

[a1sweetypie]

OK, this happened before back in November. Some weird message saying our calls have been routed improperly. It took 4 days last time for them to fix it and it looks like they are denying any fault again this time. Does anybody know any agencies that can make them not only correct this issue, but tell also make them stop telling us to call everybody else when it's obviously their fault again? Telling us to call all the other carriers is not going to fix what's wrong with MJ.

[a1sweetypie]

Please wait for a site operator to respond.

You are now chatting with 'Charlin'

Your Issue ID for this chat is LTK43609304489X

Charlin: Hello, how may I help you?

Charlin: Hi there Susan.

susan: hello, we are having the same problems we had last november with a routing problem message, we were told to call other carriers at that time. It was not their issue, it was yours. It took 4 days for your techs to fix it, I would like a timeframe for this one

Charlin: I apologize for the inconvenience that you have encountered Susan.

Charlin: I will send a report immediately to our higher department for you to use the service properly.

susan: ok

Charlin: One moment please...

susan: thank you

Charlin: Your magicJack number is (xxx xxx xxxx)right?

susan: yes

Charlin: Thank you.

Charlin: Thank you for waiting Susan.

Charlin: I already made a report of your issue, and they will try to solve this as soon as possible.

susan: thank you

Charlin: please check your calls from time to time.

susan: i will, it took 4 days last time, hopefully not so long this time

Charlin: Yes it will they will work on this as fast as possible.

susan: ok, ty good bye

[nailgunner]

Does anybody know any agencies that can make them not only correct this issue, but tell also make them stop telling us to call everybody else when it's obviously their fault again? Telling us to call all the other carriers is not going to fix what's wrong with MJ.

Not to make light of the problem, because it has to be frustrating for those affected. However, having said that, I would suggest writing and/or calling the following agencies/people, in this precise order.

1) FCC
2) Your individual elected representatives, federal, state and local
3) Homeland Security
4) CIA
5) MOM (aka mother)

[a1sweetypie]

[/quote]
1) FCC
2) Your individual elected representatives, federal, state and local
3) Homeland Security
4) CIA
5) MOM (aka mother)[/quote]

lol!!! Mom would prolly ground me for using stupid MJ in the first place..lol

[nailgunner]

lol!!! Mom would prolly ground me for using stupid MJ in the first place..lol

As well she should. I hated being too sarcastic with you. But they have blocked the whole state of Alaska, for what, 3..6 months, and as of yet all the FCC complaints and letter writing have done nothing, so there are probably few complaint options left except MOM.

[a1sweetypie]

HOLY CHEEP CHIT!! 3-6 MONTHS?!?!? Maybe I shouldn't complain about 4 days. Alaska, huh? It feels like Alaska here in New Hampshire nowadays. Maybe that's it!! Magic Jacks doesn't like the cold!! Awww, poor wittle magic jack..lol

[nailgunner]

HOLY CHEEP CHIT!! 3-6 MONTHS?!?!? Maybe I shouldn't complain about 4 days.

If it was me, I would still bitch about the 4 days. But yea, it's been quite a while on Alaska, and other more "minor" locations. And though I "may" be on record as saying complaining would do no good, I am pretty much stunned it has lasted this long.

[bitstopjoe]

Maybe he needs to read ALL 64 PAGES of this crap on DSLREPORTS forum!! Will make mom look like a pussy cat!!!
4 days??
He will get down on his knees and be thankful it is JUST 4 days!!

http://www.dslreports.com/forum/r245668 ... -area-code

[toronto]

switch to Voipo.com you won't regret it. Much better service.

I have both and i can't wait to get rid of MJ.

[Pablo123]

Nettalk is a good choice as well.

[toronto]

Is everyone still experiencing the routing problem with incoming calls?

Mine started working periodically on Saturday, then got All Circuits are busy, please try again later. It was on and off on Saturday.

Today it's back to the routing problem.

[ddlovealways]

[quote="toronto"]Is everyone still experiencing the routing problem with incoming calls?

Mine started working periodically on Saturday, then got All Circuits are busy, please try again later. It was on and off on Saturday.

Today it's back to the routing problem.[/quote]

Same here.. Mj still no working for me..

[nailgunner]

Hate to sound like a broken record, but no issues here. Are you both in Canada? It won't make you feel any better, but maybe it's isolated there.

[ddlovealways]

Hate to sound like a broken record, but no issues here. Are you both in Canada? It won't make you feel any better, but maybe it's isolated there.

Im in Dominican Republic, and i have 2 yrs with magic jack with service.. Thanks.

[nailgunner]

Hate to sound like a broken record, but no issues here. Are you both in Canada? It won't make you feel any better, but maybe it's isolated there.

Im in Dominican Republic, and i have 2 yrs with magic jack with service.. Thanks.

I'm betting, like most things MJ, it will clear up on it's own in a short time. It doesn't hurt to make a "quick" visit to customer service just to make sure they know there is an issue. But their "engineers" are probably hard at work as we speak.

[ddlovealways]

Hate to sound like a broken record, but no issues here. Are you both in Canada? It won't make you feel any better, but maybe it's isolated there.

Im in Dominican Republic, and i have 2 yrs with magic jack with service.. Thanks.

I'm betting, like most things MJ, it will clear up on it's own in a short time. It doesn't hurt to make a "quick" visit to customer service just to make sure they know there is an issue. But their "engineers" are probably hard at work as we speak.

Im think about net talk duo.. Mj isnt working for me...

[nailgunner]

Im think about net talk duo.. Mj isnt working for me...

Be aware that you, and anyone else thinking of switching to NetTalk, would be wise to visit their forum here:

http://www.nettalk.com/forum/

It's not a sure thing that switching will cure all ills. You could be swapping one problem for another. The latest interesting one is a possible conflict with Windows 7 64-bit. And I know your "routing" issue isn't because of your router, but they have a list of routers that don't work well with NetTalk.

You won't see as many complaints as here, but then they have a small fraction of as many users.

They do seem to like Alaska however.

[Nobody beats the Whiz!]

True, but remember, the Duo doesn't need to be connected to a computer, so any Windows issues are moot, for most users.

[toronto]

I'm in Canada. But my number is a USA number.

My MJ seems to be working today. Everyone else up and running again?

[nailgunner]

True, but remember, the Duo doesn't need to be connected to a computer, so any Windows issues are moot, for most users.

Didn't even think about that one, duh. Could be why there was so little response to the post.

My main point, since I'm always looking out for my fellow man , is MJ users saying MJ sucks, I'm getting NT, without looking at NT issues first. That said, if I was starting out fresh, i would probably go with NT just on the computer off benefit, although I end up being on the damn thing all day anyway.

[Nobody beats the Whiz!]

True, but remember, the Duo doesn't need to be connected to a computer, so any Windows issues are moot, for most users.

Didn't even think about that one, duh. Could be why there was so little response to the post.

My main point, since I'm always looking out for my fellow man , is MJ users saying MJ sucks, I'm getting NT, without looking at NT issues first. That said, if I was starting out fresh, i would probably go with NT just on the computer off benefit, although I end up being on the damn thing all day anyway.

Ha, fair enough. I love my NT, but I am still an MJ fan. That is, I am a fan of the MJ product, but not of the company itself (for reasons we all know).

[tonygod]

I spent half my day working on this problem between Magicjack and AT&T wireless. First I called AT&T and told them about the message. They said they were unable to help that everything appeared fine with the cellular routing and that the message appeared to be coming from magicjack.

Next I chatted with magicjack support:

Please wait for a site operator to respond.

You are now chatting with 'Carol'

Your Issue ID for this chat is LTK43609721480X

Carol: Hello, how may I help you?

Tony: Hello Carol. When calling my magicjack number from outside my magicjack number area code, the caller receives a message that the number is identified as local but it should be identified as long distance. I have called AT&T support but they said they cannot help with this issue.

Carol: Tell the AT&T that you want to speak with translation department.

Tony: What do I do about carriers from out of the country that are also having the same problem?

Carol: They need to call their carrier also.

Tony: It doesn't make sense that all carriers have the same problem and that I would need to call all of them. Is someone at magicjack support able to help with this?

Carol: No.

Carol: They will advice that too.

Tony: I am aware that I am not the only one having this problem, having read about it on phoneservicesupport.com. Why is no one at Magicjack taking responsibility for this when it is clearly not the fault of all other carriers?

Carol: Magicjack is working fine.

Tony: no, it isn't. calls from every carrier do not come through.

Carol: If magicjack have a problem then why you can still call?

Tony: Yet calls from the same phones to non magicjack numbers in the area code work just fine.

Tony: the problem isn't why I can't call, the problem is that I can't receive calls.

Carol: Yes, that is what I am trying to explain.

Tony: can you explain why i can call other non-magicjack numbers from AT&T and they work just fine and why others who use magicjack are also reporting this same problem from multiple carriers?

Carol: It is because the other carrier is not routing their call properly to magicjack.

Tony: ALL carriers are not routing properly to magicjack? How can it be that they all have the same problem on the same day?

Carol: We really do not know.

Tony: Carol, is there an engineer at magicjack that I can work with to contact some of the carriers to work on this problem?

Carol: No.

Tony: So my magicjack is basically only good for making outgoing calls and receiving local calls?

Carol: No, you can also receive long distance calls.

Tony: No I cannot. They all receive that same message.

Carol: They really need to call their provider.

Tony: The providers cannot help. I have already called them. You still have not explained how this is even possible for all carriers to have this same problem. It simply doesn't make sense and there must be someone at magicjack that can look into this problem that multiple magicjack users are experiencing.

Carol: Tell the provider to transfer them to translation department.

Tony: I will try that next, but I am certainly not going to do this for every carrier and what happens if they still say it is not a problem on their side?

Carol: Chat us back.

Tony: Ok. Thanks Carol. I will try shortly.

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

Tony: No thanks

Carol: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

After this, I called AT&T again to ask for their "translation department." They did not know what I was talking about, but transferred me to customer relations, who then listened to my story again and then sent me to their top tier support. They confirmed again that the cellular routing is correct and tried from a different land line which also had the same problem. They said this is more evidence that the problem is magicjack, not from the originator.

Here is my next support chat with magicjack:

Please wait for a site operator to respond.

You are now chatting with 'Grace'

Your Issue ID for this chat is LTK43609725441X

Grace: Hello, how may I help you?

Tony: Hello, this is my 2nd chat today with Magicjack support regarding a routing issue. I am getting a message saying that the call is identified as local but should be identified as long distance when I call from any phone outside the magicjack number area code. I have just confirmed with AT&T that the problem is not a routing issue on their end and they confirmed the call is being handed off properly to magicjack.

Grace: no, the problem is in there end Tony, ask for translation department

Tony: Grace, they have no "translation department." This is what the first magicjack support person "Carol" told me, but when I call AT&T, they said they don't know what a translation department is. They handed me off to their tier 1 tech support who verified the problem is NOT on their end. You have a problem because all carriers are reporting the same thing -- it CANNOT be all of them at the same time.

Grace: e have a lot of customer have same issue, there is nothing to be fix in our end as we have no problem in our server and all our lines are working fine

Grace: As you can check you can able to make calls and receive some calls for other carrier

Tony: I am aware you have a lot of customers with the same problem as I have been reading about it. How then can you state that it is not on your end?

Grace: can you able to make calls right ?

Tony: I have checked from my AT&T wireless phone, the lady at AT&T tried on a different landline, someone from Croatia tried and they all get the same message.

Grace: is just there are some carrier that encounter routing problems

Tony: yes, I can make outgoing calls without problem.

Grace: okay, and can able to receive calls from other carrier or other area right > and we are just receiving calls coming from them

Tony: No, as far as I can tell, magicjack cannot receive any calls outside the area code from any carrier.

Grace: One moment please...

Tony: ok

Grace: One moment please...

Grace: Please hold for a moment

Tony: ok

Grace: One moment please...

Grace: 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 'Ken'

Your Issue ID for this chat is LTK43609725441X

Tony: Thanks Grace

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

Tony: Hello Ken

Ken: Thank you so much for patiently waiting.

Tony: No problem.

Ken: Can I have the registered name and shipping address of your magicJack account?

Tony: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Tony: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Tony: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Tony: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Ken: Thank you for that information.

Ken: Please wait while I check that for you

Ken: Thank you for patiently waiting.

Ken: As I've checked it here in our end it shows that there's no problem on your magicJack connection, the device is working and in service. This issue is not a problem from us, Tony as we don't have the capacity to restrict the magicJack connection from other phone carrier. The problem lies on your phone carrier since they have ability to do that. The best thing that you can do for now is to call your phone carrier again and ask for a Supervisor to double check the connections of your phone to their server. I already checked it here and there's no problem here in our end. ]

Tony: That's unfortunate, Ken. The logic simply doesn't make any sense. How can you tell me that all carriers (it is not just my phone - it is every phone outside the area code) have this same problem starting at the same time?

Ken: It is possible that they restricted their connection that is why you can't call your magicJack phone number using other phone. Let them route your calls properly.

Tony: They have already verified they are routing properly. I was on the phone with AT&T twice today for this. They confirmed it is getting handed to magicjack properly and that the message is a magicjack message, not theirs.

Ken: You are not able to speak to their Supervisor who has more expertise than the tech 1 agent. There's no point for us to lie, Tony. If only this issue is from our end, we should have fix this right away. However, we can't do anything on this as this was a problem on your phone carrier. They're rerouting the call for the calls to magicJack will not go through.

Tony: I am not implying that you are lying, but your logic does not make sense -- how is it that EVERY carrier has the same problem ONLY with magicjack?

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

Ken: Yes, I fully understand that you're confused, Tony. That's what we've saying that its a routing issue. We were already informed by your Engineers about it and they double check on our connection. However, they did not identify any problem on our connection. It's the phone carrier that re-routes the call that is why we mostly suggest our customer to call them and let them route the calls properly.

Tony: I don't understand how you can tell me ALL carriers have suddenly done this at the same time. It simply doesn't make sense. The phone carrier I have talked to has verified they routed the call properly and that magicjack is responsible for the message.

Ken: You are getting that error message since the call is not routed properly. As I've said, we don't restrict your magicJack connection, only your phone carrier do some restriction on your call.

Tony: When you say "your engineers" double check on your connection, what do you mean? Did any of them actually try calling the number from their carriers and try calling the carriers that are receiving the message? Why can they not help troubleshoot this with the carriers? Why are all of your customers having to do this?

Tony: They are not restricting it, Ken. They have already verified it. Magicjack has some problem with identification of the call.

Ken: They already do some testing to identify if the problem is from us. Unfortunately, its not..

Tony: Well, as I said, that doesn't make sense. I am done calling AT&T today as they have proven that multiple carriers all have the same problem. Since you are unwilling to do any further troubleshooting on your end and refuse to accept logic, I am unfortunately forced to switch to another solution I guess.

Ken: Please call them again while we are still chatting. Ask for their Supervisor.

Tony: Can you please call them yourself? I have called them twice today.

Ken: Unfortunately, we only have chat support as of the moment.

Ken: We use Tech Chat to better assist you. By using Tech Chat, we can send you instant upgrade links and run several diagnostic tests, that cannot be done over the telephone. We are also able to see where you are located, what OS and Internet browser you are using. Lastly we can see that your Internet connection is working too.This will provide the best Customer care experience and keep you most satisfied.

Ken: I believe I have already assisted you to the best of my ability. Since we're running in circles here, please allow me to end this chat now. If you still have further concern, you may chat back to us anytime as we are open all the time to help you. Have a great day ahead and take care. Thank you for chatting, goodbye.

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

After I suggested Ken call them himself, I received those responses rapidly one after the other and the chat was disconnected. Obviously I will be dropping magicjack and going with nettalk.