Incoming Calls - Ring in, but DEAD AIR

10Gauge · Post by **10Gauge** » Fri Mar 14, 2008 4:54 pm

Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with 'William'

William: Hello, how may I help you?

jeremy: Incoming Call problem - CANT RECEIVE CALLS! - MJ Rings my number but there is NOTHING heard on either side - just dead air - same problem with just MJ on computer and no phone or WITH a phone connected - installed the update and all that - NADA - I am SOOooo pissed off at this crummy product! NEVER has worked well consistantly - Outages, no incoming, reboots necessary, deep hooks into the OS - No REAL PEOPLE in customer service with a VOICE! and you call yourselves a VOICE COMMUNICATION COMPANY! Give me a break!

William: Please let me know your MagicJack phone number

jeremy: XXX-XXX-XXXX

William: Please let me know what is the error when you are trying your MagicJack number

jeremy: I just TOLD YOU

jeremy: I Get No VOICE

William: Please try to call now again and let me know if there is any message

jeremy: IT Rings - I answered, DEAD AIR

jeremy: Call the number and I will answer and you can seee for yourself

William: I have escalated this issue and it will be resolved soon. I am sorry for the inconvenience caused by this.

jeremy: Can you tell me what the problem is ? And what is 'Soon' ?

jeremy: and can you give me a ticket number so I don't have to go through all this again when I get no response as I suspect will happen ?

William: Our technical team is working on it and it will be resolved soon.

jeremy: So I am not the only one ?

William: Please wait for 24 hrs and it will be resolved.

jeremy: this is a system problem then ?

William: We are checking this. It will be resolved.

jeremy: That's REALLY not much of an answer

William: We are working on it and it will be resolved soon. I am sorry for the inconvenience caused by this

jeremy: ALL I want to know, IS the problem on YOUR END or MY END ?

William: This is at our end.

jeremy: TY

Jeez, they must teach their agents and entire COURSE on how to talk in circles!
OTOH, maybe he was doing well for only knowing 25 words of english, who knows.

ksquires · Post by **ksquires** » Fri Mar 14, 2008 5:07 pm

hahaha, i have the exact same issue. when i call my MJ phone, it rings, but dead air. If i place calls from MJ, no problems. i used their lame ass chat, and based on the "Dorothy's" grammar, it was obvious an offshore support center.

I have to say, you said things in your chat that I felt like saying, but it's Friday, and didn't want to ruin my weekend.

I'm guessing this has to be known issue and they will eventually get to it.

I am troubled about the lack of "organized" support they offer. No ticket #s, no way to follow up on a problem.

Regardless for paying $20/year to $2000/year, it's still money and we should receive SOME level of decent service.

Xen1969 · Post by **Xen1969** » Fri Mar 14, 2008 6:26 pm

For some reason your chat session reminded me of ELIZA.

http://en.wikipedia.org/wiki/ELIZA

Anyone remember those early ELIZA computer programs? Where the computer talked to you like it was human?

Jacksondale · Post by **Jacksondale** » Fri Mar 14, 2008 8:04 pm

Did you mean the early Eliza programs where the computer talked to you like it was human?

tosaid · Post by **tosaid** » Fri Mar 14, 2008 9:19 pm

I m experiencing the exact same problem this afternoon up until now

10Gauge wrote:Please wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with 'William'

William: Hello, how may I help you?

jeremy: Incoming Call problem - CANT RECEIVE CALLS! - MJ Rings my number but there is NOTHING heard on either side - just dead air - same problem with just MJ on computer and no phone or WITH a phone connected - installed the update and all that - NADA - I am SOOooo pissed off at this crummy product! NEVER has worked well consistantly - Outages, no incoming, reboots necessary, deep hooks into the OS - No REAL PEOPLE in customer service with a VOICE! and you call yourselves a VOICE COMMUNICATION COMPANY! Give me a break!

William: Please let me know your MagicJack phone number

jeremy: XXX-XXX-XXXX

William: Please let me know what is the error when you are trying your MagicJack number

jeremy: I just TOLD YOU

jeremy: I Get No VOICE

William: Please try to call now again and let me know if there is any message

jeremy: IT Rings - I answered, DEAD AIR

jeremy: Call the number and I will answer and you can seee for yourself

William: I have escalated this issue and it will be resolved soon. I am sorry for the inconvenience caused by this.

jeremy: Can you tell me what the problem is ? And what is 'Soon' ?

jeremy: and can you give me a ticket number so I don't have to go through all this again when I get no response as I suspect will happen ?

William: Our technical team is working on it and it will be resolved soon.

jeremy: So I am not the only one ?

William: Please wait for 24 hrs and it will be resolved.

jeremy: this is a system problem then ?

William: We are checking this. It will be resolved.

jeremy: That's REALLY not much of an answer

William: We are working on it and it will be resolved soon. I am sorry for the inconvenience caused by this

jeremy: ALL I want to know, IS the problem on YOUR END or MY END ?

William: This is at our end.

jeremy: TY

Jeez, they must teach their agents and entire COURSE on how to talk in circles!
OTOH, maybe he was doing well for only knowing 25 words of english, who knows.

tony1234 · Post by **tony1234** » Fri Mar 14, 2008 9:45 pm

I just had the same issues today (dead air from incoming calls), with the same results from "Fix It" center. What's going on with these people?

scherertech · Post by **scherertech** » Fri Mar 14, 2008 11:54 pm

I spent two hours shutting down my router, my modem. Disconnecting, using different phones. Everything but the kitchen sink and we got nowhere. This was working so awesome up until today. Can call out but when I call back dead air. The tech treated my like an idiot. I am a little computer savvy. After all I have had this thing for 3 weeks and worked great, nothing has changed. Same computer, no updates added, no new programs, same phone. I hope this is not how this thing will work in the future.

10Gauge · Post by **10Gauge** » Sat Mar 15, 2008 12:45 pm

Agreed, this goes WAY beyond NORMAL customer abuse

They make no mention of this KNOWN problem on their website, and leave us to waste hours checking stuff on OUR end trying to figure out if the problem IS on our end, only to find out through a lot of double talk that it MAY be their problem without their actually taking responsibility.

How many hours have we all wasted when all they had to do was have a 'State of the Network' website that we could hit and save us ALL a crapload of time!

New Company Slogan:

"MagicJack, throw it in the toilet and NEVER look back"

Stewart · Post by **Stewart** » Sat Mar 15, 2008 2:00 pm

I took a close look at this thread to see if I could understand what's wrong. It appears that those affected are all in Illinois. I called a randomly selected, assigned but not currently on-line, 708-493-4xxx number from my MJ line; I got the voicemail greeting as expected. Repeated the call from another line -- answer supervision but dead air. Repeated these tests using a 224-356-0xxx number -- same results. Conclusion: All calls from the PSTN to numbers served by MJ's Chicago POP site fail with dead air.

Unfortunately, I don't believe that a user workaround is possible; we must wait for MJ to fix the trouble. All of the relevant hardware responds to ping, so IMO this is likely just a configuration or data corruption problem that shouldn't be hard to correct. It is a shame that it has gone so long without resolution.

tosaid · Post by **tosaid** » Sat Mar 15, 2008 5:02 pm

I spent 45 min with chat support they made me do a few tests and the problem still the same out going calls are fine but incoming calls go dead I ve got 224-356-0xxx number too.

Thx Stewart for confirming that, at least I know now I m not the only one with that problem.

Stewart wrote:I took a close look at this thread to see if I could understand what's wrong. It appears that those affected are all in Illinois. I called a randomly selected, assigned but not currently on-line, 708-493-4xxx number from my MJ line; I got the voicemail greeting as expected. Repeated the call from another line -- answer supervision but dead air. Repeated these tests using a 224-356-0xxx number -- same results. Conclusion: All calls from the PSTN to numbers served by MJ's Chicago POP site fail with dead air.

Unfortunately, I don't believe that a user workaround is possible; we must wait for MJ to fix the trouble. All of the relevant hardware responds to ping, so IMO this is likely just a configuration or data corruption problem that shouldn't be hard to correct. It is a shame that it has gone so long without resolution.

Xen1969 · Post by **Xen1969** » Sat Mar 15, 2008 6:15 pm

Stewart wrote:Conclusion: All calls from the PSTN to numbers served by MJ's Chicago POP site fail with dead air.

Stewart is right. After reading his post I decided to try myself since I'm also in the Chicago area using 630-847-xxxx

Tried from both an AT&T landline and U.S. Cellular cell phone. Both ring the MagicJack phone but also have dead air. Not only does the MagicJack user not hear anything, but the person calling doesn't hear anything but dead air either.

gooney · Post by **gooney** » Sat Mar 15, 2008 7:17 pm

Stewart wrote:I took a close look at this thread to see if I could understand what's wrong. It appears that those affected are all in Illinois. I called a randomly selected, assigned but not currently on-line, 708-493-4xxx number from my MJ line; I got the voicemail greeting as expected. Repeated the call from another line -- answer supervision but dead air. Repeated these tests using a 224-356-0xxx number -- same results. Conclusion: All calls from the PSTN to numbers served by MJ's Chicago POP site fail with dead air.

Unfortunately, I don't believe that a user workaround is possible; we must wait for MJ to fix the trouble. All of the relevant hardware responds to ping, so IMO this is likely just a configuration or data corruption problem that shouldn't be hard to correct. It is a shame that it has gone so long without resolution.

Yea i was using the chicago proxy because of the ping rate till a few days ago when all of a sudden dead air... I checked the ip and it was changed... seems like a new server... Changed my proxy to a different location is all i did to get rid of that problem.

Xen1969 · Post by **Xen1969** » Sat Mar 15, 2008 8:22 pm

I don't know if this helps clarify anything (Stewart?) but to be clear I'm using the St. Louis proxy. I'm still having the Chicago dead air problem.

I switched to Nashville a few weeks ago and have been happy with the improvement.

I wasn't aware of this dead air problem because I am using MagicJack mostly for outbound calls.

testing123 · Post by **testing123** » Sat Mar 15, 2008 8:24 pm

Xen1969 wrote:For some reason your chat session reminded me of ELIZA.

http://en.wikipedia.org/wiki/ELIZA

Anyone remember those early ELIZA computer programs? Where the computer talked to you like it was human?

Funny, I envisioned HAL when I read the chat session. But Eliza is probably more accurate. LOL

PS: Yes, I think there are definitely reliability/performance differences between the various Proxy servers -- and closest to you doesn't mean best performance or best reliability.

scherertech · Post by **scherertech** » Sun Mar 16, 2008 12:09 am

They told me they were having problems and there engineers were looking into it. They would change my number but then I would not be able to change it in the future. They told me the problems would be fixed soon, I don't believe then but hey why not wait longer.

Tim Campbell · Post by **Tim Campbell** » Sun Mar 16, 2008 10:50 am

I'm in the Chicago area as well. The MJ has worked famously for a couple weeks...and now all of a sudden no incoming calls. The phone rings and then - DEAD AIR.

I've CHATTED with MJ tech support (now four times) with no resolution. MagicFix, Windows Visa Upgrade, Unplug and reinsert, check DND button, etc..... This is driving me crazy.

Any suggestions. Love the MJ concept and for $20.00 a year I don't expect incredible customer service. But come on!!!!! My wife is having a ball rubbing it in. With a smirk on her face...."I told you so".

Xen1969 · Post by **Xen1969** » Sun Mar 16, 2008 12:34 pm

"Jesse" told me yesterday that it would be elevated to "the high management"

The sad thing is Jesse or any of the others would spend 8 hours with me if I let them and it would never occur to them to elevate to "the high management" unless I suggested it.

I went in there yesterday simply to pass on what Stewart had discovered -- that this is a larger issue.

It appears noone in tech support has noticed that theres a common complaint coming in that is geography specific.

tony1234 · Post by **tony1234** » Sun Mar 16, 2008 1:14 pm

I'm Chicago, too.

checkers · Post by **checkers** » Sun Mar 16, 2008 2:44 pm

this is a copy and paste from my thread :

Just a follow up to my problem as well as others. I been on chat with support now maybe 5 times, and i have done everything that they suggested, i even went as far to try the MJ on my other 2 pcs at home , just to have the same result. I took it one step further and formatted one of my pc s so to have only the OS on it only ( xpsp2 ).
Well i still have the problem, i can call out with no problem but people on a land line or cell phone cant call in. If my pc is off then they hear nothing not even my voice mail. If my pc is on, i can hear it ring but its dead air on there side. Support says i will get a email from them in 24 - 48 hrs, i wont hold my breath. Its really to bad because the quality on out going calls is crystal clear for me.
I guess all i can do is wait and keep trying there support.
Also so you guys know, Im using a chicago area code of 773. Maybe if enough of us try support we may get lucky and get a fix.
Please respnd here if you or anyone gets some more info.
regards
Checkers

scherertech · Post by **scherertech** » Sun Mar 16, 2008 10:54 pm

I went throught the same bs with tech support, he didn't want to change my number, I said look either change number or I return it. He changed my number and wow the darn thing works again. For how long I do not know.

checkers · Post by **checkers** » Mon Mar 17, 2008 1:56 pm

Seems my VM is working, I am at work and decided for the heck of it to try my MJ number. My pc is off at home and to my surprise the VM was working. When i get home I will start up my pc and with any luck I will be able to receive calls instead of just being able to call out. I will post and let you know how it went. Once again the area code I am using is 773 out of Chicago.

Checkers

ksquires · Post by **ksquires** » Mon Mar 17, 2008 2:19 pm

checkers wrote:Seems my VM is working, I am at work and decided for the heck of it to try my MJ number. My pc is off at home and to my surprise the VM was working. When i get home I will start up my pc and with any luck I will be able to receive calls instead of just being able to call out. I will post and let you know how it went. Once again the area code I am using is 773 out of Chicago.

Checkers

Don't get your hopes up too much. I get connected to VM now (if I don't answer), but still dead air if I call my MJ from another line if I pick up the MJ incoming call.

I'm near Joliet in the 815 area code

checkers · Post by **checkers** » Tue Mar 18, 2008 10:52 am

All is good here at last. In and Out and my VM. FYI I am in the 773 area code.

skydiver · Post by **skydiver** » Sun Apr 06, 2008 12:41 am

Hello,

Just installed Magicjack and updated as specified. Running XP updated and Road Runner cable with D-Link WBR-2310 router. Everything seems to work fine for outgoing calls, Voice mail, call forwarding etc. except when a call comes in I can speak to the caller and they can hear me but I can not hear them when they talk. I have opened the UDP range from 5060 through 5070 and 80, 443 TCP and still no difference.
Spoke with several support people on web site and they both were telling me in the end after trying to fix to contact my ISP. I dont think road runner block ports (per guy that used to work for them) and I felt they were putting me off as when I asked them to specifically tell me what to ask my ISP so they could "fix" their stuff I got no reply. Anyone have any ideas as to why everything seems to work BUT incoming calls why I can not hear the callers voice?
By the way I have tried this with two different phones and with 2 different computers. Both were on windows XP and through the wireless connection through the router. I guess I could try wired but dont see this making any difference. The last person I typed with at magicjacks said another update would be available in 24-48 hours and to try that.
Anyone else run into this?

Any help would be appreciated.

Thanks

mjscott · Post by **mjscott** » Mon Apr 07, 2008 2:27 pm

same exact problem here in the cleveland ohio area 216 area code. Works great on my laptop(still wont load on desktop) for outgoing calls. Incoming calls...it rings...i pick it up and cant hear anything but the caller can hear me.

skydiver · Post by **skydiver** » Mon Apr 07, 2008 3:13 pm

mjscott,

Funny.... same problem same area code Hmmm.
Seems that after reading many posts that similar problems tend to happen in the same area codes.
Has MJ support advised you to try any fixes?
They have had me try several but no luck / fix for random incoming calls and not being able to hear the caller. Sometimes yes sometimes no.
I have also had (since installing/connecting MJ) a problem of the PC locking up and having to hard reboot it. Never had the type of problem before MJ and as of yet have not had on the laptop but then have not had it hooked up much to it.

I am to the point of having them send me a replacement as I think either unit is bad or the area (area code) is not ready for us yet.

magicJack and magicJack Plus Support, Reviews, FAQs and Tricks

Incoming Calls - Ring in, but DEAD AIR

Incoming Calls - Ring in, but DEAD AIR

Re: Incoming Calls - Ring in, but DEAD AIR

Same issue, spent 2 hours on it with tech support

Tech support again.

Same Problem

3rd time with Tech Support

Things are lookin up

Re: Things are lookin up

All is good

dead air on incoming calls

216 area code incoming calls cant hear caller