voicemail & live chat "support"

jsheehy · Post by **jsheehy** » Wed Mar 26, 2008 1:32 am

MagicJack call quality is mostly acceptable and the price is sure right. However, the "tech support" by Live Chat sucks big time. the people have not a single clue as to how to deal with the simplest problem. I wanted to increase the time interval before a magicjack call went to their voicemail, or failing that, to disable voicemail completlely. the problem was that, with simultaneous forwarding from my Vonage number, if the call was unanswered, magicjack was sending the call to their voicemail before my Vonage voicemail could kick in. Simple problem, no? just set the magicjack voicemail pickup to a higher value than that for my Vonage number. I was told to 1) set my computer date/time to a different time zone (!); 2) get a phone number in a different state (!); and finally, was told that the delay value couldn't be changed nor could voicemail be disabled. Talk about clueless. If I can find how to send an email to the company's founder, I would. Not ready for prime time, for sure.

Post by **MagicHack** » Wed Mar 26, 2008 9:38 am

jsheehy wrote:If I can find how to send an email to the company's founder, I would. Not ready for prime time, for sure.

You can send email to the "inventor": [email protected]

jsheehy · Post by **jsheehy** » Wed Mar 26, 2008 10:02 am

Thanks. I already found his email address somewhere else and sent him an email regarding these issues:

Dan,

Pro: Mostly excellent call quality; portable; very low cost

Con: Lots of website problems, terrible tech support

I tried Live Chat to resolve a voice mail problem last night. I needed to be able to increase the time (in seconds or rings) before MagicJack goes to voice mail. Failing that, I wanted to disable voice mail completely. Reason: I use Vonage as my primary phone account and had it set to ring the MagicJack number simultaneously. My Vonage line goes to voicemail, if the call is unanswered, in 30 seconds. Unfortunately, the MagicJack’s voicemail kicks in before that and therefore all my voicemails are on MagicJack, rather on my Vonage account, which is where I want them to be.

I connected to Live Chat two different times because I couldn’t believe the basic dumbness of the first person (Adrianne), but the 2nd (Allan) was no better. It took repeating the nature of the problem at least 6 times before I got a “solution”. From the first person, I was told to reset my computer’s Date/Time to a different time zone (!). The second told me to get a phone number from a different state (!). Finally, I was told that there was no way to change the delay for voicemail and no way to disable voicemail. To call these people clueless is a gross understatement.

So, since I know something about you and your history, is there someway to solve my problem? I would like to set the delay before MagicJack sends a call to voicemail to at least 40 seconds or 5 rings. If that’s not possible, then I’d like to disable the MagicJack voicemail completely.

Is any of this possible and, if so, how?

I hope you can give me a real answer to my question if not a real solution.

Addendum: No reply yet but I'm hoping.

Jim

gary · Post by **gary** » Wed Mar 26, 2008 10:50 am

Currently no way to do either.

I would suggest call forwarding the MJ to your Vonage and use the MJ for only calling out. Not the best solution but should work.

jsheehy · Post by **jsheehy** » Wed Mar 26, 2008 11:28 am

well, that wouldn't work. My Vonage number can be simultaneously forwarded to up to 8 numbers. Currently I have it forwarded to one of my DID SIP trunks, my two cell phone numbers and my LandLine. Someone can call me on the Vonage number and it gets to me wherever I am, if I want to take the call. If not, it goes to Vonage's voice mail which I can access in several ways. Forwarding it to the MagicJack screwed everything up because of the quick routing to MagicJack voice mail, so I have cancelled forwarding to MagicJack.

I emailed Dan and he says that he's traveling but someone else will contact me re: the problem. We'll see what happens.

As I said, an interesting product and with some potential. BUT, truly lousy tech support and still missing a lot of things you would expect to be available. Even a dumb casette answering machine lets you set the number of rings before answering.

gooney · Post by **gooney** » Thu Mar 27, 2008 9:15 am

jsheehy wrote:well, that wouldn't work. My Vonage number can be simultaneously forwarded to up to 8 numbers. Currently I have it forwarded to one of my DID SIP trunks, my two cell phone numbers and my LandLine. Someone can call me on the Vonage number and it gets to me wherever I am, if I want to take the call. If not, it goes to Vonage's voice mail which I can access in several ways. Forwarding it to the MagicJack screwed everything up because of the quick routing to MagicJack voice mail, so I have cancelled forwarding to MagicJack.

I emailed Dan and he says that he's traveling but someone else will contact me re: the problem. We'll see what happens.

As I said, an interesting product and with some potential. BUT, truly lousy tech support and still missing a lot of things you would expect to be available. Even a dumb casette answering machine lets you set the number of rings before answering.

for $20 bucks a year, youre lucky they even offer tech chat support 24/7.

Darkman90808 · Post by **Darkman90808** » Thu Mar 27, 2008 10:17 am

I have to agree with gooney.... for twenty bucks a year, I'm amazed there's any support. I used the live chat to change my number to a different area code and it was great. They responded immediately and the whole process took less than five minutes. They answered my questions re: whether the old number would stay active and for how long (forwarded to the new one for 30 days) and when the change would take place (instantly).

I ponied up the forty bones because I need a long distance service for occasional webinars and group coaching sessions. I considered Vonage but didn't want to have another recurring bill. I didn't really think the portability would be a plus but I use it on another computer where there is no land line available, so with my cell phone I have two lines available.

There's no utopia but I'm satisfied, for now. I'm looking forward to when the quality is consistently acceptable, but for me, the MJ serves a purpose.

curiousgeorge · Post by **curiousgeorge** » Thu Mar 27, 2008 7:09 pm

I agree darkman 100%, for the money I paid at first I tought I was going to receive two paper cups a string and some DIY instructions in the mail,MJ is far from perfect and it is truly not for everyone but my MJ already paid for itself and more since I started using it,feels good to save over $300.00/month on phone service.

doctorman · Post by **doctorman** » Thu Apr 02, 2009 12:15 pm

set your home phone to pick up the voicemail at the 4th ring or less and you wont get to magicjack

FedUpWithMagicJack · Post by **FedUpWithMagicJack** » Thu Jun 18, 2009 4:29 pm

If you really want to complain about Magic Jack, here is how:

http://www.seflorida.bbb.org/ComplaintD ... D=92003333

That is their actual physical address, name of the person in charge, and the Better Business form to fill out an official complaint against them.

degarb · Post by **degarb** » Wed Sep 30, 2009 12:50 pm

I also want to disable mj voice mail or set to 10 rings. I tried to delete all messages and picking up anywhere from second to fifth ring. A person usually cannot get to phone from across house in under 10 rings. Then there is the fact it is malfunctioning and picking up on second ring about half the time here.

How do you get call forwarding to work? (caller id block work too?_

crackerjack · Post by **crackerjack** » Wed Sep 30, 2009 2:29 pm

degarb wrote:I also want to disable mj voice mail or set to 10 rings. I tried to delete all messages and picking up anywhere from second to fifth ring. A person usually cannot get to phone from across house in under 10 rings. Then there is the fact it is malfunctioning and picking up on second ring about half the time here.

How do you get call forwarding to work? (caller id block work too?_

I am not affiliated in any fashion with them but I strongly suggest you explore the comprehensive utility program MAGIC BEANS that can be found at this thread...
http://phoneservicesupport.com/magicbea ... t5919.html

Enjoy

Crackerjack

jmhuff · Post by **jmhuff** » Tue Oct 13, 2009 7:48 pm

CrackerJack, you ROCK!!!

I just installed the program and it actually works. I hope MagicJack will pick this up soon as a free feature.

I have my program setup to hide the MagicJack window, and to ring for 9 times before sending to MagicJack voice mail, and then I set my personal answering machine to pick up after 5 rings.

very slick, thanks again for the info CrackerJack.

ps. I am not affiliated with anyone, just totally hyped that I have a workaround that seems to work.

vdot · Post by **vdot** » Wed Dec 02, 2009 4:36 am

jmhuff wrote:CrackerJack, you ROCK!!!

I just installed the program and it actually works. I hope MagicJack will pick this up soon as a free feature.

I have my program setup to hide the MagicJack window, and to ring for 9 times before sending to MagicJack voice mail, and then I set my personal answering machine to pick up after 5 rings.

very slick, thanks again for the info CrackerJack.

ps. I am not affiliated with anyone, just totally hyped that I have a workaround that seems to work.

@CrackerJack - Thanks for the shout-out!

@jmhuff - Thanks for purchasing and using MagicBeans (http://www.magicjackbeans.com).

I appreciate your patronage, and all the folks on this forum who have also
supported it. I encourage anyone who enjoys using MagicBeans with
the magicJack (to disable voicemail, block calls by caller id, hide the magicjack
or any of its many other features) to post on forums, blogs, etc., and
spread the word. The more who use it, the better I'll be able to
continue development on it! This may sound like an gratuitous ad (and it
is), but I really do want to thank you guys who have given positive
feedback and support. It is much appreciated by moi!

PS - I am affiliated with MagicBeans. At first I first wrote it for my
own use, and now it makes me happy to continue developing it for a
bunch of good folks who seem to like it a lot...

johnsmith12709 · Post by **johnsmith12709** » Tue Mar 16, 2010 2:13 am

I am new to this forum so i don't know about Rant and Raves.
..............

Father Luke · Post by **Father Luke** » Sun Mar 28, 2010 4:16 pm

Please wait for a site operator to respond.

You are now chatting with 'Zack'

Your Issue ID for this chat is LTK4190105357573X

Zack: Hello, how may I help you?

Father Luke: I haven't used my phone for a while, and when I

plugged it in today the phone number shows all zeros. What's up

Zack: Okay.

Zack: Let me assist you with that but first may I have your

magicJack phone number please?

Father Luke: 000-000-0000

Zack: May I ask for your magicJack phone number before?

Father Luke: That's all I know. It's what the phone says.

Zack: Okay.

Zack: Are you using Windows 7?

Zack: Is your magicJack plugged in right now with the blue light

on?

Father Luke: yup

Father Luke: yup

Zack: Do you see the dial pad on the screen?

Father Luke: Yup

Zack: I will refresh your magicJack here in our end. Please unplug

the device as of the moment. Do not plug it until I told you to do

so.

Father Luke: Unplug it?

Father Luke: k Unplugged.

Zack: Is it unplugged now?

Father Luke: Unplugged. Yup

Zack: One moment please...

Father Luke: k

Zack: Thank you for waiting.

Zack: Please plug back in your magicJack now.

Father Luke: sec

Zack: Sure.

Father Luke: k

Zack: Do you see the "READY TO CALL" message on the dial pad?

Father Luke: sec

Father Luke: says:

Father Luke: Your contacts were not downloaded ATTENTION You are

receivi very importan upgrade within next 60 secon

Father Luke: 000-000-0000

Father Luke: same as before

Father Luke: no change.

Zack: Okay.

Zack: Please disable your firewall for the mean time.

Zack: Please check if your system clock has the same current time

and date in your end.

Father Luke: 10 minutes of my life lost

Zack:

http://upgrades.talk4free.com/upgrade/2 ... pgrade.exe

Father Luke: Clock is fine. Phone is bad.

Zack: Please click on the underlined link above and run the upgrade

for the magicJack device. Make sure that you will successfully run

it.

Father Luke: Lucky me Upgrading now

Zack: Okay.

Father Luke: Now what

Zack: Please wait for it to finish.

Zack: Please disable any antivirus software that may be running on

your system and try again. If you are behind a network/external

firewall or router, please open the following ports that magicJack

uses: UDP 5060 & 5070, TCP 80 and TCP 443.

Father Luke: It's done

Zack: Do you see the dial pad now?

Father Luke: You know, asking me to disable my virus program is

pretty gutsy. I won't do that. but nice try.

Father Luke: No dial pad

Zack: Okay.

Zack: Which of the following Antivirus/Firewall do you have? :

Norton, McAfee, ZoneAlarm, AVG, Comodo, Avast, AOL Safety and

Security Center, Verizon Internet Security Suite, Sygate Personal

Firewall, Armor2Net, Webroot, EZ Firewall, CA Personal Firewall,

Trend Micro Internet Security.?

Father Luke: I use NOD

Zack: Thank you.

Father Luke: Windows 7 64 bit

Zack: Please unplugged your magicJack and wait for 1 minute then

plug it in to the same USB port. Thank you.

Father Luke: unplugged

Father Luke: what's this: "magicJack uses: UDP 5060 & 5070, TCP 80

and TCP 443."

Zack: Yes. magicJack uses those ports.

Father Luke: Want I should opne them?

Zack: Yes.

Father Luke: open

Father Luke: done.

Zack: Okay.

Father Luke: start port 5060 end 5070 - right/

Father Luke: ?

Zack: Yes.

Zack: Is your magicJack plug in now?

Father Luke: k. done.

Father Luke: so... wut's nxt

Zack: Did you plug in your magicJack?

Father Luke: nope.

Father Luke: did now

Zack: Please plug it back in now.

Father Luke: And?

Zack: Do you see the dial pad on the screen?

Father Luke: no

Zack: Okay.

Zack: I am transferring you to one of our top 10% agents as rated

by our customers. Please hold while I transfer you.

Father Luke: sure

Please wait while I transfer the chat to the best suited site

operator.

You are now chatting with 'Christina'

Your Issue ID for this chat is LTK4190105357573X

Christina: Hi, there. I'll be assisting you.

Christina: Please hold for a moment while I'll review your previous

chats. Thanks!

Father Luke: np

Father Luke: To bring you up to speed... I just went into \AppData

\Roaming\mjusbsp\in00000 clicked startup.exe and I have the dial

pad, but the numberts still say: 000-000-0000

Father Luke: 12:30 - noting time.

Father Luke: Still there? - 12:35

Christina: Yes.

Father Luke: Well. I am too. - 12:40

Christina: can email address please.

Father Luke: [email protected]

Father Luke: 12:45

Christina: is this your magicjack number xxx

Father Luke: Looks about right.

Father Luke: 12:50 - 20 minutes to tell me my phone number. This is

getting tedious. What kind of progress may I expect in the next 20

minutes?

Father Luke: Hello?

Christina: Thank you for waiting. Your concern has already been

forwarded to the engineers who are working with the international

servers and they will be fixing this issue.

Christina: You may try calling in the next few hours or at least 12

hours from now. Thank you for the kind understanding and patience.

Christina: For the meantime, please stand by for updates until you

will be able to receive a follow up email in regards of the

concern. You shall be notify for any update in regards of the

issue.

Father Luke: Why am I able to get voice mail but not call?

Father Luke: 12:55

Father Luke: I CANNOT CALL! I HAVE NO outgoing phone. My numbers

say 000-000-0000

Father Luke: HELLO!

Christina: One moment please...

Christina: Thank you for waiting. Your concern has already been

forwarded to the engineers who are working with the international

servers and they will be fixing this issue.

Father Luke: I have been here holding for a half an hour!

Father Luke: I am in America!

Father Luke: HELLO!

Father Luke: HELL OH!

Father Luke: Unsatisfactory.

Christina: Yes, I understand your concern.

Father Luke: So. Nothing to do. No satisfaction - no explination. Just: Sorry. You may use your phone in 12 hours maybe. Is that it?

Father Luke: 1:00

Father Luke: Hello?

Christina: Would you like us to log onto your computer remotely and

resolve this issue for you? If yes, I will transfer you to a higher

level of support that will take care of this for you.

Father Luke: Allow you into my computer? No. I really don't think so.

Please wait while I transfer the chat to the best suited site

operator.

Father Luke: LAWL!

magicJack and magicJack Plus Support, Reviews, FAQs and Tricks

voicemail & live chat "support"

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Re: Magic Jack voice mail