Started this afternoon that I am unable to reach my magicjack numbers using AT&T cell phone . . .is anyone having the same issue? I spent close to 2 hours talking with AT&T support, then their Technical support then to their Public Relations . . .all they can say is that there is a "legal issue" between AT&T and Magicjack???
Below is my chat with MagicJack Support:
Please wait for a site operator to respond.
You are now chatting with 'Michaela'
Your Issue ID for this chat is LTK4360217XXXXXX
Michaela: Hello, how may I help you?
charlie: I am unable to reach my magic jack number from my AT&T cell phone?
Michaela: You mean, you cannot receive calls from AT&T?
charlie: correct
Michaela: So, your magicjack cannot receive calls from AT&T?
charlie: yes
charlie: I am online with ATT support now
Michaela: Please inform them that they are routing the calls improperly.
charlie: they claim that the error message is not from their network!!!
charlie: they said it is on your end
charlie: part of the error message when I dialed the magicjack numbers (and I tried 2 different MJ numbers) I get a recording, "Please check your dialing procedures"
Michaela: I believed that it's in their end. We have customers a while ago and the issue was fixed because he called the other carrier to fix this matter.
Michaela: “Please call your carrier and ask to speak with the translation department”.
Michaela: Did you try to dial 1 before the number?
charlie: yes I
Michaela: Try to dial this code 305-848-9999 before your magicjack phone number.
charlie: ok let me try that. I am still on the phone wit AT&T tech support
Michaela: Okay, take your time.
charlie: I just tried the 305-848-9999 number followed by 702-XXX-XXXX . . . still does not work.
Michaela: It's their end Charlie.
Michaela: “Please call your carrier and ask to speak with the translation department”.
charlie: just told the AT&T tech what you said.
Michaela: Okay Charlie.
charlie: he said it is a problem between AT&T and MJ about some legal issues!!!
Michaela: Okay.
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 'Gerald'
Your Issue ID for this chat is LTK4360217XXXXXX
charlie: he is unable to give a timeline as to when it will be fixed! so which do I stop using AT&T or MJ???
Gerald: Hi this is Gerald, Please hold as I review your previous chat.
charlie: ok
Gerald: Thank you for waiting. I'll be with you in just a moment.
Gerald: Thanks for patiently holding Charlie
Gerald: Please give me at least 2 numbers which can't call you.
charlie: now AT&T tech support is transferring my call to their customer relations team!!! He is unable to solve this as this is now a legal issue about AT&T routing calls to MJ!!!
Gerald: Can you give me the exact recorded message you heard after dialing the magicjack phone number ?
charlie: AT&T is saying the problem is with your netwok as no providers are able to route their calls to MJ???
charlie: I have 2 MJ numbers and BOTH numbers CANNOT BE REACHED from AT&T cell service
charlie: So do I keep AT&T cell service and change my landline carrier, or DO i keep MJ and drop AT&T?
Gerald: What's the exact message you heard ?
charlie: "I am sorry your call cannot be completed. Please check your dialing procedure and try again. This is a recording. 702382"
Gerald: Thanks.
Gerald: Do you now have the dial pad ?
charlie: yes
charlie: it is on the screen
Gerald: Please click menu then get the serial number
charlie: serial #A921XXXXXXXXXX
Gerald: Thanks,
Gerald: One moment please...
charlie: take your time
Gerald: I will be right with you.
charlie: thanks
Gerald: Thanks for patiently holding Charlie
Gerald: I have refreshed it here
Gerald: Now please restart the magicjack. On the dial pad click Menu > Advanced users > Restart >
charlie: ok
Gerald: When it's back and ready to call. Make a test call, dial 1 then the 10-digit number. ( incoming call )
charlie: Restarting both numbers
charlie: Still unable to get through to BOTH MJ numbers using my AT&T cell
Gerald: Can you receive calls from any other numbers ?
charlie: YES I have bee getting calls . . . .from AT&T support using their landline to both numbers
charlie: And I can call one MJ number using the other MJ number as well
Gerald: Please give me at least 2 numbers which can't call you
charlie: my cell XXX-XXX-XXXX is not able to reach both MJ numbers
charlie: Can't give you 2 numbers as I only have ONE (1) AT&T cell number!
Gerald: No problem. Thanks. Please give me a minute to report this issue.
charlie: OK
Gerald: I'm sorry for the delay. I'll be right with you.
charlie: No problem I have been trying to solve this problem starting with AT&T support for the last 2 hours
Gerald: Thanks for holding Charlie.
Gerald: I have submitted the report. This may be a routing problem and it will be forwarded to our Engineers so they can check it directly from our server.
charlie: OK thanks. Will someone be getting back to me? How do I know if this issue will be resolved? AT&T has basically said they cannot do anything as it is a "Legal Issue" between the providers and MagicJack.
Gerald: I cannot promise you that you will be contacted because basically the changes will take effect automatically, But I can include it to my report that you wish to be contact for further instructions and details. Just leave it to me and this will be taken care of Charlie.
charlie: Thanks!
Gerald: No problem and you are most welcome. You are most welcome
Gerald: 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!
As before with this AT&T cell phone issue, I received a call from a relative who uses AT&T cell today with no issues. We then called back and forth a few times to test it fully, again with no issues. He did say that when he called once last week that there was a delay in getting connected. And as I think I mentioned in an earlier post if I try to answer the call from the soft phone it would not connect but would as soon as I pushed talk on the phone itself. But that just could be an issue with my set-up.
In any event, whatever issues MJ and AT&T are having, it still is not system wide.
I filed a complaint with the FTC because this problem is CLEARLY 100% a MagicJack issue. I think MJ gets a fee from the other carrier when a call is long distance vs. local.
I live in Utah valley.
Any calls from a qwest line get an error. (sorry I havent heard this one)
Any calls to a qwest line you get a female voice We are sorry you call cannot be completed as dialed please check the number and dail again.
I have tried adding the 1 and removing the area code. adding the 1 you get the same recording. removing the area code you get a male recording saying they cannot complete the call as dailed please check your number and try again. Thanks for using magicjack.
from the msg above just spend a couple of hours with the online support and it might get fixed?
I have the same issue. When I call my magic jack phone number from my AT&T wireless number, I get the following error message " Your phone carrier has routed this call incorrectly. This call is being identified as a local call when it should be identified as a long distance call." The AT&T customer service # is then provided, and the call is disconnected. I contacted both MagicJack and AT&T customer support, and they both blamed the issue on the other party. Any suggestions?
I have the same problem and called ATT.... well the lady was short, rude and to the point.
ATT Representative="Magicjack is a third party company and ATT will not work with them.
Me- "but it worked just fine before"
ATT= "ATT finally caught up to Magicjack and will no longer work with them"
so there is a number that i will have to call 305-848-0500 and then dial the magic jack number and that is the only way i will be able to use my ATT cellphone to call my magicjack.
I agree with nailgunner on this one. I have a handful of friends both locally and out of state that use AT&T cell services . . . and we have no issues calling and speaking with each other.
If people are indeed having an issue with this, it cannot be across the board.
I have a business colleague who has iphone with AT&T. When he calls my magicjack he gets that error. He moved from a neighboring state so I'm not sure if that his out of state area code would effect on making calls, because I have no problem calling him. I'm pretty sure that its AT&T because other out of state ppl don't have a problem.
Anyway I thought I was going crazy until I googled it. It's really annoying because it makes me look unprofessional. My cell doesn't get good reception at home, I hate to think I'll have to go back to paying $30 month for phone service because of AT&T.
halestorm wrote:I have a business colleague who has iphone with AT&T. When he calls my magicjack he gets that error. He moved from a neighboring state so I'm not sure if that his out of state area code would effect on making calls, because I have no problem calling him. I'm pretty sure that its AT&T because other out of state ppl don't have a problem.
Anyway I thought I was going crazy until I googled it. It's really annoying because it makes me look unprofessional. My cell doesn't get good reception at home, I hate to think I'll have to go back to paying $30 month for phone service because of AT&T.
You will find at least 25 opinions on whether MJ or AT&T is at fault. In the end it doesn't make a lot of difference because the end result is you and others being unhappy.
I did just recently post elsewhere in here, somewhere, that I have a relative that calls me with his AT&T cell, it is an iphone, all the time with no problems. He went on vacation to another state, and couldn't call from it and had to use a land-line. In a day or two, from the exact location, the iphone call went through. No rhyme or reason.
