Chat InformationPlease wait for a site operator to respond.
Chat InformationYou are now chatting with 'Lennie'
Lennie: Hello, how may I help you?
AB: Hi, was on chat a few minutes ago. Just got magicjack, and audio is awful, as with echo... And I've done all suggestions on http://www.magicjack.com/6/magicfix.asp ...
AB: Other tech asked me to recycle router and modem. I've done that. No improvement.
Lennie: May I know when did the problem started please?
AB: When I plug magicjack in for first time (today) .. just got it in mail.
AB: I'm using headset -- calls to friends with Skype sound great, with magicjack, they can hardly hear me.
Lennie: May I know what carrier line are they using please?
AB: What do you mean?
AB: Even when I call my MJ voicemail, it's all broken up.
Lennie: I mean the other person you are caling. might be relate the issue to Verizon Alex.
AB: How do I determine what carrier they are using? I'm in Canada, I use bell Canada, they probably use bell canada or Primus (one for sure is using bell canada).
Lennie: Its the phone line you are trying to reach Alex. We have some issue on Verizon at this moment.
Lennie: It's okay Alex. I will help you fix the problem instead.
AB: Okay...
Lennie: Can I have your magicjack number please?
AB: ###-###-###
Lennie: Thank you Alex.
AB: NP.
Lennie: Please go to menu>advance user>restart.
AB: Done.
Lennie: Please unplug your magicjack, wait for 15 seconds. And plug it back in.
AB: Done.
AB: What next?
Lennie: Can you try to make a call Alex?
AB: I'm starting magicjack now.
Lennie: Alright.
AB: Alas, no improvement.
Lennie: One moment please...
Lennie: Click the link below for magicFix:
Lennie: http://www.magicjacktv.com/1/magicfix.asp
AB: I have already done that (twice actually). Should I do it again?
Lennie: Yes, please Alex.
AB: Doing it again...
Lennie: My apologies Alex.
AB: everything reports okay except -- "Unable to access your MJ. Please reinsert, and then contact tech..."
AB: Have already unplugged and plugged back in again.
AB: As per your request above.
Lennie: I'm sorry. Please disregard that certain message from magicFix. All our magicJack users are encountering the same issue. Don't worry, that is something to be done on our end. It will be fixed shortly, as our engineers are working on it right now.
Lennie: Again, we apologize.
AB: NP.
Lennie: Thank you Alex.
Lennie: Is there anything else I may help you with today?
AB: Well, I still get echo -- so mh problem isn't fixed... Is it?
Lennie: Have you tried using different phone Alex?
AB: I'm using a USB headset.
Lennie: That's fine Alex. But please try to check the volume of your headset.
AB: Done that. Set to 1/3 volume. Calls are breaking up -- parts of converstation aren't clear.
Lennie: Please try to use other cord Alex.
AB: I'll go find a phone that actually has a phone jack to plug into this thing, and see what happens. Can you stand by?
Lennie: Okay. Please let me know if you have got one.
AB: I do. a few minutes to go get it.
Lennie: You can chat us back if you want Alex.
AB: Nope. I've got [phone here now. Let me try a call.
Lennie: Alright Alex.
AB: Tryihng to call someone now.
Lennie: Take your time Alex.
AB: Yup, I'm still breaking up.
Lennie: I see.
AB: This is a phone with a cord. No wireless.
AB: Person at the other end says that I'm breaking up -- only parts of my words arrive. I find the same thing with them.
AB: I'm using cable internet at 5-meg service.
AB: And I'm in major urban centre.
AB: Dual-core computer, AMD 4200, 2 gig ram .. Not a CPU issue.
Lennie: Okay.
Lennie: Thank you for that information Alex.
AB: Maybe MJ just won't work, and I'll take advantage of 30 day free trial and return package. No offense, but MJ seems no better than Skype.
AB: How do I proceed with return?
Lennie: Alex, may i suggest something?
AB: Go ahead.
Lennie: Can you please contact your internet service provider regarding the headset you have been using?
AB: Should I talk to them about the hard-wired phone I'm using too?
AB: What should I tell them?
Lennie: Yes, you need to ask them why you get breaking up while calling. They should be able to identify the problem Alex. Because there is no problem on our end. If still the problem exist, please contact us and we will be willing to assist your concerns Alex.
AB: You want me to call Rogers (Like AT&T) and ask them why my headset and my wired telephone don't work with majicJack?
Lennie: Please try to contact the Alex for your assistance on your telephone headset. My sincerest apologies Alex.
AB: Okay, please hold while I call my ISP -- I'm just in call hold right now...
AB: Nope... Got through... Let me ask them... Two minutes please.
AB: Okay, they don't know what MagicJack is. They are testing my Internet connection right now.
Lennie: Okay.
Lennie: Alright.
AB: They don't see anything wrong with my connection.
AB: Okay, they say everything looks good, and that I should talk to the vendor of the product I'm using.
Lennie: Okay. Let me check on that please Alex.
AB: That would be MagicJack, correct?
Lennie: One moment please...
Lennie: Yes.
AB: Okay, so what next?
Lennie: Can you please try to make a call?
Lennie: Are we still connected Alex?
Lennie: I have not heard from you for a few moments. Do you wish to continue this chat session?
Lennie: Since I have not heard from you for some time, I am going to close this chat. If you need any help in the future, please do not hesitate to chat with us again. Good bye
Lennie: Have you tried using different phone Alex?
AB: I'm using a USB headset.
Lennie: That's fine Alex. But please try to check the volume of your headset.
AB: Done that. Set to 1/3 volume. Calls are breaking up -- parts of converstation aren't clear.
Lennie: Please try to use other cord Alex.
AB: I'll go find a phone that actually has a phone jack to plug into this thing, and see what happens. Can you stand by?
Lennie: Okay. Please let me know if you have got one.
AB: I do. a few minutes to go get it.
Lennie: You can chat us back if you want Alex.
AB: Nope. I've got [phone here now. Let me try a call.
Lennie: Alright Alex.
AB: Tryihng to call someone now.
Lennie: Take your time Alex.
AB: Yup, I'm still breaking up.
Lennie: I see.
AB: This is a phone with a cord. No wireless.
AB: Person at the other end says that I'm breaking up -- only parts of my words arrive. I find the same thing with them.
AB: I'm using cable internet at 5-meg service.
AB: And I'm in major urban centre.
AB: Dual-core computer, AMD 4200, 2 gig ram .. Not a CPU issue.
Lennie: Okay.
Lennie: Thank you for that information Alex.
AB: Maybe MJ just won't work, and I'll take advantage of 30 day free trial and return package. No offense, but MJ seems no better than Skype.
AB: How do I proceed with return?
Lennie: Alex, may i suggest something?
AB: Go ahead.
Lennie: Can you please contact your internet service provider regarding the headset you have been using?
AB: Should I talk to them about the hard-wired phone I'm using too?
AB: What should I tell them?
Lennie: Yes, you need to ask them why you get breaking up while calling. They should be able to identify the problem Alex. Because there is no problem on our end. If still the problem exist, please contact us and we will be willing to assist your concerns Alex.
AB: You want me to call Rogers (Like AT&T) and ask them why my headset and my wired telephone don't work with majicJack?
Lennie: Please try to contact the Alex for your assistance on your telephone headset. My sincerest apologies Alex.
AB: Okay, please hold while I call my ISP -- I'm just in call hold right now...
AB: Nope... Got through... Let me ask them... Two minutes please.
AB: Okay, they don't know what MagicJack is. They are testing my Internet connection right now.
Lennie: Okay.
Lennie: Alright.
AB: They don't see anything wrong with my connection.
AB: Okay, they say everything looks good, and that I should talk to the vendor of the product I'm using.
Lennie: Okay. Let me check on that please Alex.
AB: That would be MagicJack, correct?
Lennie: One moment please...
Lennie: Yes.
AB: How do I proceed with return?
Here is your magicJack™ Return Information
RMA Information
RMA ID...
Is this good tech support?
Moderators: Bill Smith, Pilot