phone keys not detected by softphone; malfunctioning MJ

[madraida]

I know there was a thread before about phone keys not working but that was way back in 2008 (with no absolute solutions) so I'm going to create a new thread.

Currently, the problem is my cordless phone is not working with MJ (MJ1) anymore. By not working, I mean, pressed keys are not picked up by MJ1. WHen I dial a phone number using the phone, the numbers do not appear in the MJ1 softphone box.

Facts about my problem:
1. The cordless phone (CP1) had been working with MJ1 for three years and then it just stopped working.
2. I tried two other phones (another cordless phone CP2 and a corded phone) with my MJ. Both phones had the same problem as CP1 which means either (a) all three phones are not working or (b) MJ is not working.
3. I had to wait until I could get hold of someone else's MJ to test Fact #2 above. When I did get hold of another MJ (MJ2) and tested my CP1, the CP1 was working with MJ2 (i.e., pressed/dialed keys are picked up and show up on the MJ softphone).

Questions:
1. Is this just a software problem with MJ1 which means "fixing" is possible. How?
2. If it's a hardware problem then I assume that I need to replace the MJ1. I have a 5-yr subscription. Has anyone ever bought an MJ replacement and been able to get their number and account credit balance transferred to it? How did you do it and how long does it take?

Thank you in advance for your help.

Edit - All tests were done using the same computer.

[nailgunner]

Questions:
1. Is this just a software problem with MJ1 which means "fixing" is possible. How?
2. If it's a hardware problem then I assume that I need to replace the MJ1. I have a 5-yr subscription. Has anyone ever bought an MJ replacement and been able to get their number and account credit balance transferred to it? How did you do it and how long does it take?

1. If you tested the second MJ on the same computer, that certainly points to a failure of the first MJ.

2. It's not real clear. They tend to change their policy on a fairly regular basis.

I bought a replacement device last year and had the number transferred and did it in less than 5 minutes through Customer Service. But I only had a month left on my old device and bought my new device at a retail store.

They now allow you to have multiple devices active at one time on the same account with the same phone number. So it appears all they really do is add a new device to your account and keep both active. That's where I think it gets tricky with the multiple years left. This is ONLY a guess, but if you're not REAL careful on how you do this, I think if you just go out and buy a new device and register it, you could end up with a new device good for one year and have your old defective device still active with your 2 years left.

I think they are pretty insistent that unused multiple years won't transfer to a MJPlus. It doesn't seem reasonable that if you replace a defective device that multiple years wouldn't get transferred to a regular MJ though. But it's possible that you would have to return the bad device to get a replacement and to get the full unused 2 years credited to the replacement.

If I was you, I would chat with Customer Service at LEAST twice and see if you can get the same answer from them on what options you have. Especially since what their policy was yesterday may not be what it is today, so others experience with this issue may no longer be valid.

P.S. To save Pablo123 the posting: "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."

[madraida]

Thanks. I will certainly make sure I have a chat with MJ's "customer service" before I go out and buy a replacement.

And, yes, all tests were done using the same computer.