I am furious with MJ Chat regarding 911 - Need Help!

zeico · Post by **zeico** » Sun Feb 24, 2008 2:03 am

Ever since installing MJ almost 2 months ago I have had a problem with getting my address permanently registered for 911 service. Every time I register and re-register it, the button on my softphone shows up as Yellow. I think that means it has to validate it before turning Green. Instead, after a few days, it turns Red. I have gone through this process numerous times, but it always, eventually, turns Red again.

I gone to Tech Chat twice now and have experienced stupidity from their reps that I heretofore have never seen in my attempts to rectify the problem with them.

I would give anything to be able to post the transcript of the chat here, but figure the 6K .txt file would take up too much room. But believe me - I am so angry right now at the ignorance of the so-called tech from MJ. Her responses are probably as stupid and non-sensical as it gets with their Tech Chat. If anyone wishes to read this transcript, please PM me. I would LOVE to show you what the conversation indicated. (I guess PM is available. I checked my Profile and checked what I thought to be the appropriate boxes.)

Can I post it here? Can it be added as an attachment? The only thing of any validity I read/heard was that I needed to "register" again during the registration process - whatever that means.

I don't know what to do. I need 911 availability, and this is my only phone. Even if it wasn't, it is still a feature offered by MJ.

I really need some advice on this.

LikeMagic · Post by **LikeMagic** » Sun Feb 24, 2008 7:25 am

If you read the MagicJack's Term of Service (TOS) again, you'll see that the "free" E911 feature is a "voluntary" feature

It means MJ is not liable for any problem/issue/inconvenience for using its "voluntary" E911 feature due to any reason

So if you really need E911 service, you should get a traditional landline (POTS) service where E911 is offered (Note: E911 is still not 100% in POTS service, Basic-911 is 100%).

Now that's being said, do you have any idea why your address is not getting the "green light" by MJ's E911 "voluntary" feature? Perhaps your address is:

- too unique?
- too new?
- located in the "boonie" where no one really knows where it is to send help?

zeico · Post by **zeico** » Sun Feb 24, 2008 8:01 am

Since you asked......

You should read the conversation between Tech Chat and me!

As to your comments, no, I didn't read the "terms", "conditions", "agreement", etc., and I don't know anyone else who takes the time to read all the fine print. And, I will add that at no time during the Tech Chat conversation was there any mention whatsoever of the fact that MJ doesn't guarantee the 911 will work - or that it SHOULDN'T work properly. But, in that respect you're correct. It's unfortunate that MJ will probably eventually lose a customer - me - and I can tell you that I will not give good testament to the service. Especially after I didn't finally find out that my 911 address would not work with MJ until after a month of using the service. (30 day trial max to get my $76.00 back.) By the way, MJ has NEVER said it would not work. I have just now, today, assumed that fact!

The possible problem - as I see it - is that I live in an RV park, and that RV park has the same address as I do. My actual address (a few things omitted for privacy) is:
c\o The RV Park, 123 Main St., #20, Elephant Butte, NM 87935. Unfortunately, MJ's website for registration does not provide ample space (an extra line for Address #2) to be able to enter all this address, so it has to be abbreviated as follows: 123 Main St., #30, Elephant Butte, NM 87935. In other words, EMS knows where the #30 RV park address is located, but has no idea who I am when I list that address. That is the only thing I can think of that might be causing this to happen. But, EMS has been to my home because of a 911 call I made last year with my cell phone at the time, and knows exactly where my street and address is located.

There is a simple fix for MJ to get this corrected. Allow a customer to access his/her account information given at registration, add an extra address line and permit the customer to be allowed to make corrections. But --- MJ DOES NOT ALLOW A CUSTOMER TO HAVE ACCESS AND/OR MAKE CHANGES TO PERSONAL INFORMATION! (Every other company in the world DOES!)

Zeico

LikeMagic · Post by **LikeMagic** » Sun Feb 24, 2008 8:21 am

You are allowed to change your address for MJ's E911 service from the softphone's E911 address. Address is needed, you don't need to change the NAME on the account for E911 to work. Did you try to enter the address in various ways such as:

123 Main Street #30
123 Main St #30
123 Main St spc 30
123 Main St unit 30

etc ?

zeico · Post by **zeico** » Sun Feb 24, 2008 8:25 am

Yes, I did, multiple times with multiple changes - to no avail, and even with the "Tech" chatting with me at the same time.

zeico · Post by **zeico** » Sun Feb 24, 2008 8:29 am

You know what I am wondering? Since MJ doesn't have my area code of (575) available, I picked one out of state (760). I wonder if that is causing this? Maybe it is conflicting with the physical address.

LikeMagic · Post by **LikeMagic** » Sun Feb 24, 2008 8:56 am

No, different area code is not the problem. They allow address change when you're taking MJ on the road. E911 is basically a database and it needs to match your address to a known location within its database. If it doesn't match then the light won't turn green. If you could find out the E911 database provider that MJ uses then you could contact them directly asking for hint how to enter your peculiar address.

Don't give up hope yet

I know it's frustrating but if you push them the right way, MJ will fix it for you

Granted their MJ chat techs are just people reading from knowledge base sheets of existing problems/solutions. If you could tell them politely to check with their engineers, ask for who provides their E911 database service and contact them yourself

zeico · Post by **zeico** » Sun Feb 24, 2008 9:23 am

LikeMagic wrote:No, different area code is not the problem. They allow address change when you're taking MJ on the road. E911 is basically a database and it needs to match your address to a known location within its database. If it doesn't match then the light won't turn green. If you could find out the E911 database provider that MJ uses then you could contact them directly asking for hint how to enter your peculiar address.

Don't give up hope yet I know it's frustrating but if you push them the right way, MJ will fix it for you Granted their MJ chat techs are just people reading from knowledge base sheets of existing problems/solutions. If you could tell them politely to check with their engineers, ask for who provides their E911 database service and contact them yourself

188 posts and you honestly think there is a way to contact MJ other than through Chat? Impossible, from what I've seen, but what you said makes sense, of course. And boy, do I wish there was a way to contact them! I don't even think I have a mailing address - let alone a telephone number or a valid email address that actually RESPONDS to emails - including the 3 I've already sent them as long a a month ago!

I just don't understand why they won't let you access your own customer account and make some type of address or alternate phone number correction.

As to their tech reps, I've always started a chat on a friendly, courteous level. If you read my transcript with Chat earlier today you would see how her stupidity and failure to even read my responses to her caused me to accelerate from being just a nice guy to an angry bull, and you would be amazed at how upsetting this can get. I asked repeatedly to speak to someone with knowledge of this situation and was totally ignored. Believe it or not, after I spent a great deal of time explaining EXACTLY, step-by-step, every detail of what my problem was....and after she responded to me a couple of times...she (God, this pisses me off to think about it!), she then asked if I could be more "specific" as to what my problem was!

I just find it hard to believe that this product was introduced with this terrible level of customer support.

By the way, two of the addresses shown on my softphone are red. One is still yellow, but I expect it to change to red in the next few days - just like the other ones did.

Thanks for your efforts and allowing me to rant a bit. I'm 69 and in bad health, with a recent heart attack and severe emphysema. I don't need this grief. It's just not fair.

Zeico

LikeMagic · Post by **LikeMagic** » Sun Feb 24, 2008 9:47 am

Why don't you email Dan Borislow, MJ inventor, directly? I found his email address from DSLR forum:

[email protected]

zeico · Post by **zeico** » Sun Feb 24, 2008 9:52 am

Thanks, but I already did that last month, with no response. I will try again, though. Thanks!

HolmanGT · Post by **HolmanGT** » Sun Feb 24, 2008 8:33 pm

Well all this conversation about 911 made me look at mine. It was working and this is what I have now:

Not connected, No 911 info available.

And yes MJ is connected and working - Go figure!

curiousgeorge · Post by **curiousgeorge** » Sun Feb 24, 2008 9:37 pm

For anyone reading this post if you are really concearned about 911 service or you know you might need it often, if you are sick or disabled and need a reliable source for calling out, please do not use MJ or any other type of voip service.

There are to many factors to consider about MJ, for example: your MJ unit will not work if....

1.your power goes out.
2.your computer malfunctions due to a virus,failed power supply,failed HD,failed network,failed router,failed modem,failed MJ unit,failed MJ server etc.
3.your 2 year old kid pulls out your MJ or breaks it by walking too close to your pc.(and you prabably did not notice until you tried using your phone).

My point is for $39.99 a year you can not expect to get the reliability or customer support that cell or landlines give you for $50.00 or more a month.
And if this is going to upset you this much then MJ is not for you. Is it really worth $39.99 not to be able to call 911 when you need it?

zeico wrote: MJ DOES NOT ALLOW A CUSTOMER TO HAVE ACCESS AND/OR MAKE CHANGES TO PERSONAL INFORMATION! (Every other company in the world DOES!)

Every other company in the world also charges minimum $39.99 or more a month for their service's.

Dont get me wrong, I know MJ customer support is about as good as having an extra a** hole on your shoulder.I do not think MJ is for everyone it is really ment to be used by people who want a cheap way to call out and can live without the reliability that cell or landline provide.

Xen1969 · Post by **Xen1969** » Sun Feb 24, 2008 10:16 pm

Some people may have no other choice guy. MagicJack may allow them to at least afford the chance of having 911 at a price they can afford. I can't blame them for trying to get it to work. This economy has hit alot of people hard.

If an extra address line would help him settle his problem, I expect the folks at MagicJack will read this and make a fix for it soon.

I've been tempted to dial 911 myself just out of curiosity who is at the other end...

Tech support maybe

User: Yes my house is on fire!
911: Have you tried rebooting?
User: MY HOUSE IS ON FIRE!!
911: I will escalate your issue. Please give it 24 hours

zeico · Post by **zeico** » Sun Feb 24, 2008 10:38 pm

curiousgeorge wrote:For anyone reading this post if you are really concearned about 911 service or you know you might need it often, if you are sick or disabled and need a reliable source for calling out, please do not use MJ or any other type of voip service.

There are to many factors to consider about MJ, for example: your MJ unit will not work if....

1.your power goes out.
2.your computer malfunctions due to a virus,failed power supply,failed HD,failed network,failed router,failed modem,failed MJ unit,failed MJ server etc.
3.your 2 year old kid pulls out your MJ or breaks it by walking too close to your pc.(and you prabably did not notice until you tried using your phone).

My point is for $39.99 a year you can not expect to get the reliability or customer support that cell or landlines give you for $50.00 or more a month.
And if this is going to upset you this much then MJ is not for you. Is it really worth $39.99 not to be able to call 911 when you need it?

zeico wrote: MJ DOES NOT ALLOW A CUSTOMER TO HAVE ACCESS AND/OR MAKE CHANGES TO PERSONAL INFORMATION! (Every other company in the world DOES!)

Every other company in the world also charges minimum $39.99 or more a month for their service's.

Dont get me wrong, I know MJ customer support is about as good as having an extra a** hole on your shoulder.I do not think MJ is for everyone it is really ment to be used by people who want a cheap way to call out and can live without the reliability that cell or landline provide.

Everything you say is absolutely true - except for your comment that "every other company in the world also charges minimum $39.99 a month or more......." In order to access their customer information and make changes? Not true. I have a cell phone that is available for calls, including 911, that costs me $6.99/mo + 10¢ per minute, and I accessed my customer account yesterday to change my secondary telephone number simply by clicking on a link and entering my password. I use my cell phone solely for emergencies. And, I wasn't just speaking about phone services. You can buy from countless thousands of online sellers of merchandise and services (or sign up for free forums), and you can change your residence address, mailing address, telephone#, etc. with no problem. I cannot think of one website - retail or otherwise - where you cannot access your personal information and/or contact customer service to make changes to your information. Except magicJack. You can't even call them on the telephone service they sell! How pathetic.

If you don't yell loud enough, you are ignored. Maybe if enough people yelled MJ would do something about their problems and, especially, it's lack of customer service. If a company advertises something, it should be provided. How long must we listen to the false promises of ported phone numbers, number changes and new area codes with more prefixes?

Do I want the 911 service with MJ? Yes. It was advertised as being included in the low price, and the "fine print" disclaimer was not included in the advertisements I read or saw on TV! And it sure can't hurt to have additional phone backup availability for E911 calls. Besides, do you have any idea what it would be like to pay for installation of a landline in every RV park I plan on visiting (and have visited)? Think about it. MJ COULD be a real life-saver someday.

Zeico

HolmanGT · Post by **HolmanGT** » Sun Feb 24, 2008 10:52 pm

Xen1969

911 "who is at the other end"

I wouldn't call 911, they don't like that but what you can do is call either your local fire or police dispatcher. They will be able to tell you how to contact the 911 folks who may or may not be sitting right across from the local dispatcher.

Here in St. George UT the fire and police dispatcher is the same phone line (Person). I know because if I am going to burn weeds I call the dispatcher and let them know and they don't mind getting calls. The 911 folks on the other hand can get a little unfriendly if you tie up their lines with questions.

All that said if you call the local dispatcher they can tell you how to contact the 911 people without calling 911 and talk to someone and find out why they are not accepting an address or if they have your address correct. etc.

They should be very friendly and cooperative after all it is there job to make sure when you dial 911 everything is going to work as it should. I personally know in St. George that if you call 911 even by mistake it is mandatory that a policeman show up at your front door to make sure it was really a dialing error and that someone was not coerced into saying "Ah never mind wrong number". "Believe me now or believe me later"

But my elderly mother dialed 911 when she meant to dial 411. God help me she is going to get me put in jail. Five minutes after she hung up on the 911 folks there was an 8' tall cop at the front door. When I explained what happened he pushed right on by me went into the bedroom to make sure my mother was OK. Then after speaking directly to her he left (no jail time for me). The next day the Social Workers showed up at the front door to make sure my mother was not the victim of "Elderly abuse" by me. Well my mother is the cranky old bitty and she thru them out of the house. So I am still waiting for them to come haul me down town for interrogation.

curiousgeorge · Post by **curiousgeorge** » Sun Feb 24, 2008 10:53 pm

Sorry to disagree xen1969 but If you can afford high speed internet for MJ, drop that service and get a basic phone line for the same price,not to mention that 911 is toll free. Internet is a luxury, home phone service is a necessity,trust me I know how bad the economy is (I wont go into details on a public forum)and like I stated before I know that MJ really sux in this area and I hope it will improve for all of us using MJ.My main reason for this post is to inform any people out there who want to give this service to their family or themselves then they cutoff their cell or landline to save money and when you have a real emergency you realise you can not use your phone for emergency help, then they blame who for some tragic incident that possibly could have been avoided.

Also like my screen name states I am also curious to see how 911 works, and yes this post you made is exactly what I mean,

User: Yes my house is on fire!
911: Have you tried rebooting?
User: MY HOUSE IS ON FIRE!!
911: I will escalate your issue. Please give it 24 hours

I like people with a good sence of humor after all what else do we have left.

curiousgeorge · Post by **curiousgeorge** » Sun Feb 24, 2008 11:13 pm

zeico, I know what you mean its the principal of the matter that frustrates you, if you are paying for it, it better work right? but hey that would be to easy,also everyone has a diffrent situation and who knows if this will ever get fixed any time soon.I am hoping that it will but till then we must push them to try and make things work like they should.peace out!

kumar · Post by **kumar** » Mon Feb 25, 2008 11:24 pm

Dude why are we freaking out over 911. Thats why I stopped comming to the forum as much... I think we're starting to run out of things to talk about. I don't trust VOIP on my life... I charge my cell phone every night and keep it in my pocket 24/7. Or if you have someone at home find a old crappy tracfone out on the streets... You can always call 911 with those phones. Right? Thats just my 2 cents on this stuff. I have heard a few story's where VOIP was the cause of something really bad like a death, or robery and its really not worth that.
Peace Out
Kumar
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