Can't dial out - dialtone persists (SOLVED)

MattressTester · Post by **MattressTester** » Tue Jul 27, 2010 12:40 am

I've been using magicJack for a few months with little or no problems. For the last few days I have been unable to make calls with a handset. The dialtone persists when keying a number so nothing goes out. Numerous attempts to correct with different handsets, computers, bypass router, uninstall, upgrade, etc. all failed. I believed my magicJack dongle had failed. Spent about 6 hours 'chating' without resoultion. Frustrated with the chat, I requested a replacement dongle. The CSR finally informed me "We will resolve the problem on our end". Promised that the magicJack 'engineers' would email me. I asked "So this problem is not unique to me?" and the reply was "Yes". Anyone else here having this dialtone problem, found a solution or had it corrected by the engineers???

bigdog4all · Post by **bigdog4all** » Tue Jul 27, 2010 3:38 pm

Your story sounds exactly like mine. Even including the chat hours. They, MJ Support, is not at the top of their game. Still waiting for that eMail.

Every MJ functione works except it will not dial out or break dial tone. I can answer, use Pad, and every other function......

I hate to invest in another one of these questionable devices.

I too am waiting to read or hear about a fix.

MattressTester · Post by **MattressTester** » Wed Jul 28, 2010 11:17 am

After reading some other threads here I believe majicjack customer service has incorrectly lumped the dialtone issue in with the problem other people are having with dialing SPECIFIC numbers. With the dialtone problem you can't dial ANY number.

While the CSR was documenting my complaint, reading from a script, she insisted on having me provide three numbers I couldn't reach. I repeatedly told her I couldn't call ANY NUMBER ON THE PLANET! It was like talking to the wall and she kept asking for specific numbers to provide to the engineers. She also wanted to know the carrier (AT&T, etc.) for the numbers.

Anyway, I see someone on another thread was offered a refund and I'll start pressing for that resolution if I don't get a response in a few days.

heida11 · Post by **heida11** » Sat Jul 31, 2010 6:44 am

Dial using the soft phone but hard phone doesnot recognize numbers.

They are sending a new MJ.

We tried 2 phones , 2 PCs and other fixes to No avail.

Diggs · Post by **Diggs** » Sat Jul 31, 2010 10:10 am

I saw this while over at the "Official" MJ site. It may or may not be what you are seeing -

magicJack does not recognize digits being pressed on the telephone handset

Answer

To resolve this issue please follow the steps below.

Note: This solution is only applicable to Windows Vista and Windows 7.

1. Click Start

2. Click Control Panel

3. Click Sound

4. Click the Recording tab

5. Right click inside the window and check both Show Disabled Devices and Show Disconnected Devices

6. Right click USB Internet Phone by TigerJet and click Enable

7. Click Properties

8. Click Levels tab and check that the sound is enabled and set to about 50%

Melman · Post by **Melman** » Sat Jul 31, 2010 10:59 am

Here is the answer that should fix your problem. When you have a problem with your computer, sometimes it just takes to reboot your system to put everything back in its place. Your MagicJack needs the same thing also. Turn off everything, unplug your modem, your computer, your telephone, also if you use a powered USB for your MagicJack. Wait a few minutes and plug everything back in and boot your computer. Does your telephone work? I have done this with the same problem you are having and it works.

MattressTester · Post by **MattressTester** » Sat Jul 31, 2010 11:05 am

Heida11,

Same result after a total of 9 hours of scripted 'chatting'. A roller coaster ride of highly stimulating conversation covering about a week.

Reader's Digest highly condensed summary below.

Disclaimer: Extreme episodes of high blood pressure and uncontrolled rage while chatting may have impacted this consumers memory of certain events. Any attempt to duplicate this scenario is solely at your own risk.

1st...MJ: Your PC's and/or router and/or handsets and/or settings and/or software are at fault - not to mention 'operator error.' Never mind that everything was working fine for a few months and that you have already tested multiple PC's/handsets/followed our FAQ's, etc.

2nd...MJ: No, we now admit the problem is at magicJack's end. Someday we will send you an email.

3rd...MJ: No, today it is your problem again because our system is now perfect. Never mind that we didn't send you an email. BTW, what did that email that we didn't send say?

4th...MJ: No, today your dongle might be defective - just one more test (on another PC) and if that fails we will replace your dongle.

5th...MJ: No, I can't find a record of your last chat even though you have given me the chat ID. Besides, replacing your dongle is not an option.

6th...Me: May I send you my copy of the last chat? I've got OCD and I save everything. 'Cut and Paste' is my friend.

7th...MJ: Okay - how about we charge you $9.95 to replace your defective dongle?

MattressTester · Post by **MattressTester** » Sat Jul 31, 2010 11:11 am

Diggs,

Thank you for the post. My systems involved are all on XP(SP3). Not sure about the others with the same issue.

MattressTester · Post by **MattressTester** » Sat Jul 31, 2010 1:06 pm

Melman,

You are correct. I've been troubleshooting computers for 15 years and frequently the first step is disconnect, reboot, etc.

In fact, that is a shortcoming with the chat customer service. If you reboot you have to start a new chat with a new CSR so it appears their scripts tend to avoid that.

If your solution had worked for my magicJack I wouldn't be posting on this forum.

However, thanks for the reply and I'm glad that it works for you.

bitstopjoe · Post by **bitstopjoe** » Sat Jul 31, 2010 1:14 pm

Not sure if this will work, but it is worth a try. Did you go into your online MJ settings at my.magicjack.com? Llook under the MJ settings section. Try checking the box for the pin setting. It is SUPPOSED to be if your phone wont make tones when you call your bank, etc, but maybe turing it on may help in your case.

Just a thought. If this was a NORMAL phone hookup it would sound as if your green and red wires were reversed and out of phase.

Joe Sica

MattressTester · Post by **MattressTester** » Sat Jul 31, 2010 2:20 pm

Joe,

Good idea. Thanks for you input. I gave that a shot early on but it won't hurt to try it again. In my case the CSR's didn't bring this up.

Just ran both ways with a reboot between. Still no luck.

I won't bet the farm but I'll say 99% chance the dongle is the issue. Will know the final 1% when the replacement arrives. If this failure had been any other PC component I would have been back up and running the same day. Unfortunately I don't have a stack of magicJacks on my bench.

BTW - anyone getting a replacement - chat with CSR's before you install the new one if you want to keep your previous MJ phone number.

Also, I'm doing a clean install and configuration of XP on the PC we use exclusively for the MJ. I want this to work and removing variables is always a good thing.

MattressTester · Post by **MattressTester** » Tue Aug 03, 2010 7:51 pm

Received a replacement magicJack in the mail yesterday. Installed it today and it is working. No more dialtone issue. It came with a sheet of instructions on how to switch my original magicjack number to the new dongle.

The good: I can use my phone again

The bad: It was torture going through the 'chats' and flat out wrong to have to pay $9.95 shipping

Time will tell if this was worth the effort.

In a few minutes the old dongle is having a short meeting with my 20 lb sledge hammer.

bitstopjoe · Post by **bitstopjoe** » Tue Aug 03, 2010 7:57 pm

Good to hear all is well. Maybe the internal analog part was out of phase, just like when you reverse red and green wires in a normal phone jack. You get a constant dial tone... Well years ago anyway...
I would not break it. I would open it up and see if anything obvious looks wrong. Like a bad solder joint or the like.

Joe Sica

MattressTester · Post by **MattressTester** » Tue Aug 03, 2010 8:02 pm

Okay - will take a peak before the meeting starts

paulito · Post by **paulito** » Fri Aug 06, 2010 11:53 pm

MattressTester wrote:I've been using magicJack for a few months with little or no problems. For the last few days I have been unable to make calls with a handset. The dialtone persists when keying a number so nothing goes out. Numerous attempts to correct with different handsets, computers, bypass router, uninstall, upgrade, etc. all failed. I believed my magicJack dongle had failed. Spent about 6 hours 'chating' without resoultion. Frustrated with the chat, I requested a replacement dongle. The CSR finally informed me "We will resolve the problem on our end". Promised that the magicJack 'engineers' would email me. I asked "So this problem is not unique to me?" and the reply was "Yes". Anyone else here having this dialtone problem, found a solution or had it corrected by the engineers???

Hi there, I have the exact same problem. Can we safely assume that this is a hardware (MJ device) problem and that there is no possible solution for this except for a replacement? If that's the case, what is the procedure for requesting for a replacement? Thanks so much for any help.

Adkinsj · Post by **Adkinsj** » Tue Aug 10, 2010 3:34 pm

CORRECT!!!!!! DO NOT WASTE HOURS OF YOUR TIME TRYING TO FIX YOUR MAJICJACK with this problem!. Go online, get into chat room with MJ rep, tell them you want a replacement device. It will cost you S&H. $10.00 is WELL worth it!!!! I spent almost 4 hours of my time going round and round with the Tech Support to NO avail!!!!!!!!!!!!

MattressTester · Post by **MattressTester** » Thu Aug 12, 2010 2:01 am

Yes, it was a hardware issue with the dongle. The replacement outperforms the original on its best day. I believe I went from a v3 to a v4. Looks the same but it installed one less drive.

While chatting with these folks I imagined Forrest Gump must be on the other end. They ignore what you tell them and insist on endless repetition of procedures totally unrelated to the problem.

My advice:
- Be honest. Play along with their script for a while. Be patient. Read a book or plan some other activity to use your time as the hours pass. Tell them specifically what you want. Ask to be elevated to a supervisor. Repeat your request for a replacement. Ask to chat with someone with the authority to meet your request. End the chat and resume a day or two later. Continue doing this for a week. Be polite but very firm in what you want them to do. Keep a copy of your chats, especially when you're getting close to a resolution. You may need the copy if you have to resume the chat later. They seemed to lose my chat where the guy agreed to replace the unit after 'just one more test.' Don't get discouraged when their script says 'Replacement is not an option, Mr. X'. Eventually somebody will say 'yes' to you.

If my new dongle goes bad - would I go through this again? Probably not. But I was determined to get a replacement of their defective product.

My apologies to Forrest. After a few hours chatting with these folks Mr. Gump would sound like a genius.

roby83 · Post by **roby83** » Sun Aug 15, 2010 9:08 pm

Hi all,

I have the same problem, but unfortunately, replacement is not a good idea for me because I am in SouthAmerica, and shipping costs will be more than 70 $Us.

The first day that I use MagicJack, it worked perfect, I was able to dial from telephone handset.
Few hours later, I try to to use again MagicJack but now it does not recognize digits being pressed on the telephone handset.
I had dial tone, and I could speak on the telephone handset, but I need to dial using the software in the computer

I ran the MagicFix as suggested by the chat support in magicJack but it doesn't work.

I found the solution for Windows Vista and Windows 7, But I have only Windows XP.

Please, could you help me?

Thanks in advance,

Robert

djcesar · Post by **djcesar** » Mon Sep 27, 2010 5:15 pm

roby83 wrote:Hi all,

I have the same problem, but unfortunately, replacement is not a good idea for me because I am in SouthAmerica, and shipping costs will be more than 70 $Us.

The first day that I use MagicJack, it worked perfect, I was able to dial from telephone handset.
Few hours later, I try to to use again MagicJack but now it does not recognize digits being pressed on the telephone handset.
I had dial tone, and I could speak on the telephone handset, but I need to dial using the software in the computer

I ran the MagicFix as suggested by the chat support in magicJack but it doesn't work.

I found the solution for Windows Vista and Windows 7, But I have only Windows XP.

Please, could you help me?

Thanks in advance,

Robert

I have exactly the same problem

Baja Boojum · Post by **Baja Boojum** » Mon Sep 27, 2010 9:18 pm

Here is my similar situation from a separate post:
-------------
When I start up my Windows 7 32 bit computer in the morning, occasionally the magicJack won't work right. All I get is a continuous dial tone when I try to call, turning off the phone does not cancel the call (the only way to stop the call is with the softphone), and then I get an empty voicemail message in my inbox.

Restarting from the softphone doesn't fix it. The only way to make it work is stop the mj process in Task Manager, unplug the dongle, then plug it back in and restart with Autoplay.

Of course I had a tech chat with mj, but all 'Honey' did was reinstall the latest upgrade. This problem seemed to start with the latest upgrade.
----------------

It's hard to believe this is a hardware issue when so many people are having similar problems. Does anyone else have this problem since the last upgrade?

cltdba · Post by **cltdba** » Tue Apr 12, 2011 11:35 am

I'm having this issue as well.

I spent about 8 hours on chat support with MJ. Finally convinced them to send me a new device which I had to pay $10 for. Got the new device, plugged it in. It worked great. I was happy to finally be using the device. I paid for 5 years of service and hadn't been able to use it for at least a year.

A week later the wife tells me there is no dialtone. I had her reboot the PC. That didn't fix it. Later I got home and found that it was not autostarting. I had never told it to auto-run. So I unplugged it and plugged it back in. Told it to autorun. Come to find out, there was an upgrade available which is probably what caused the outage. It download the upgrade. After the upgrade I could no longer dial out using my phone. Dialing out from keypad works.

This is the exact same problem I had that prompted me to get the new device. I am now on chat support with MJ. I've been through the first hour of troubleshooting (aka uninstall reinstall 15 times, run this upgrade, that mjRemover.exe file, etc.. all pointless attempts to fix a problem they don't understand.) I'm now speaking with the top 10% person. (whatever)

I'll let ya know how it goes.

-- update 04/12/2011 @ 1:02 PM --
After another hour with top 10% and going through the same uninstall/reinstall scenarios they reset my magicjack account at their server. Of course, that made no difference. They are now transferring my case to an engineer "to check this matter personally."

Me: calls will not place from phone

Melina: I see. I need to escalate your issue to the Engineers for them to check on this matter personally.

Melina: Please provide me the needed information below.

Melina: Complete name.........

Melina: Email address..........

Melina: MJ number.........

--cut--

Melina: Thanks for the information.

Melina: One moment please...

Melina: I appreciate your patience.

Melina: Thank you for the time you have given me. I am done with the report on your issue and have forwarded this to the right department already.

Me: okay, when can i expect a response

Melina: Rest assured that you will get fine results on this matter. You will receive an email feedback regarding the issue once it's fixed.

Melina: They are currently working and checking what are the causes of this such error. As of the moment, We do not have an exact time frame as to how long it would take for them to come up with an update.

Melina: Please check your email from time to time for any notification about this issue.

Me: okay then

harley957 · Post by **harley957** » Fri May 27, 2011 7:25 pm

I have the same problem

art h · Post by **art h** » Wed Aug 31, 2011 12:22 am

same problem. MJ has been fine for just over a year but now I can't dial out using a phone. I can use the pad but if I use the phone I just get a constant dial tone. Went through 4 or 5 top 10% guys and even let them come on my puter to make changes. Nothing has worked. Was reading these posts and finally told top 10 % Nicole I wanted a new device. She is ordering me one. It's got to be the device. I have tried it on two different computers, one using XP the other is an Apple both worked fine up until now. Tried two different phones, both worked fine up until now. I can receive fine and made calls through the pad on the computer, just can't dial out using a phone. Hope the new device with do the trick. Will let you know.

art h · Post by **art h** » Wed Aug 31, 2011 12:24 am

art h wrote:same problem. MJ has been fine for just over a year but now I can't dial out using a phone. I can use the pad but if I use the phone I just get a constant dial tone. Went through 4 or 5 top 10% guys and even let them come on my puter to make changes. Nothing has worked. Was reading these posts and finally told top 10 % Nicole I wanted a new device. She is ordering me one. It's got to be the device. I have tried it on two different computers, one using XP the other is an Apple both worked fine up until now. Tried two different phones, both worked fine up until now. I can receive fine and made calls through the pad on the computer, just can't dial out using a phone. Hope the new device with do the trick. Will let you know.

I did notice the other day, it was warm almost hot to the touch. More so than I have ever noticed before. My guess is something fried.

art h · Post by **art h** » Wed Aug 31, 2011 2:05 pm

Taking with co-worker today and he had the same problem. After two hours with support and the same sort of run around with about three techs, he just said the heck with it and quit. He gave up on MJ

English_Jean · Post by **English_Jean** » Thu Sep 01, 2011 7:39 pm

Same problem here for probably a couple of months. At first it was just every day or two. Now it's daily and sometimes several times/day. Unplugging and rebooting the dongle cures the problem but it's getting very annoying For the same length of time I've also been having another a problem with calls - sometimes after a minute or two and sometimes longer. I'm told callers can hear me but I can't here them. It's like the call has dropped. Wonder if the two problems are related? I've been hoping the problems go away like some of the other ones I've had over the past couple of years - echo, being unable to make calls that go thru certain phone companies etc.

Pablo123 · Post by **Pablo123** » Thu Sep 01, 2011 7:46 pm

get a nettalk duo, dont waste your time with MJ, atleast if you have a issue you can talk to live US based tech support with nettalk.

art h · Post by **art h** » Tue Sep 06, 2011 7:04 pm

I have a new dongle on order and it should be here in a few days. When I plug it into my computer, is there anything I need to do? Will I be able to keep my existing MJ number? Thanks.

nailgunner · Post by **nailgunner** » Wed Sep 07, 2011 4:46 am

art h wrote:I have a new dongle on order and it should be here in a few days. When I plug it into my computer, is there anything I need to do? Will I be able to keep my existing MJ number? Thanks.

You can keep the same number if you are careful and don't ask for a new number during the process. At one time you could do it yourself or have Customer Service do it for you. I would have CS do it and save the chat just in case something goes wrong. It was a pretty simple thing for them to handle, if you make it clear what you want done, unless they have changed something.

art h · Post by **art h** » Thu Sep 08, 2011 8:12 pm

Well, it just gets better and better. Still haven't received the new dongle and in rereading my confirmation email, they had my shipping address as City, State, Zip: LOS ANGELES, CA 90004. I live in South Carolina. I tracked the package and it went to LA. Worst part is, even though they had my street correct, they did put a house number! Are they all third world idiots?

Had I known this would happen, I would have looked into net talk duo. [/i]

art h · Post by **art h** » Thu Sep 08, 2011 10:31 pm

Well spent another 20 minutes being jacked around by magic jack. Same old same old. They admit to sending it to the wrong location and start with top 10% nonsense again. I finally had enough and just told them to send the $10 back and a prorata refund for the year I recently paid for. They said it would take about five days from when the order they shipped to California got back to them. Nothing about the prorata refund.

I wonder if there are grounds for a class action suit against these morons?

art h · Post by **art h** » Mon Sep 12, 2011 11:04 pm

New dongle arrived managed to keep old number and all contact info but 911 address number doesn't show up

mstrfrnk · Post by **mstrfrnk** » Sun Sep 18, 2011 10:08 am

What you need to do to fix the persistent dial tone issue:

1. Remove the magicjack usb dongle

2. Uninstall the magicjack program
(Start button -> Control Panel -> Programs -> Uninstall Program
MagicJack)

3. Plug magicjack dongle back into usb port

4. Update Driver for magic jack
(Right click My Computer Icon -> select Manage -> Device Manager
-> scroll down to MagicJack USB under other devices & right click
-> select update driver and search automatically)

Enjoy making phonecalls from handset once again!!!!

bitstopjoe · Post by **bitstopjoe** » Sun Sep 18, 2011 10:39 am

mstrfrnk wrote:What you need to do to fix the persistent dial tone issue:

1. Remove the magicjack usb dongle

2. Uninstall the magicjack program
(Start button -> Control Panel -> Programs -> Uninstall Program
MagicJack)

3. Plug magicjack dongle back into usb port

4. Update Driver for magic jack
(Right click My Computer Icon -> select Manage -> Device Manager
-> scroll down to MagicJack USB under other devices & right click
-> select update driver and search automatically)

Enjoy making phonecalls from handset once again!!!!

NOT SO FAST.... Some dongles are bad from the get go as the analog portion of the dongle is defective ( wired wrong) AND they do go bad from time to time. So your suggestion MIGHT work but not always...

art h · Post by **art h** » Mon Sep 26, 2011 11:11 pm

We tried that numerous times, it simply didn't work. In the end, a new dongle solved the problem. Believe me, if I knew how much time we would spend trying to fix the first one, I would have just laid out the $10.

Anyway, that problem is solved and it's still a bargain, I had the first one going on two years. Now the only problem is the 911 address won't show nor is there any button, green, yellow whatever. I spent another hour or so, same routine and we never did get it to work. Oh, well, I can still make calls.

a4andrew · Post by **a4andrew** » Wed Aug 17, 2016 3:31 pm

Mine has the forever dial tone, and no dial out problem. I even tried turning off the magicjack go overnight. No difference. I got onto their chat and they pointed me to my account > warranty replacement. Now it is $13.95 + administrative fees, which brings it just over $15. I'm going to paste on a heat sink to my next one. It should be here within 5 business days. I was told that the replacement has a one-year warranty from the time of replacement.

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Can't dial out - dialtone persists (SOLVED)

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Re: Can't dial out - dialtone persists (SOLVED)