Tech Battle! Issues reciving land-line calls.

[Mosslander]

Recently I noticed that my MagicJack wasn't receiving calls from land-line phones.
Outgoing calls, calls from VoIP and cell-phones work fine. Further testing revealed that these callers
were receiving the “call cannot be completed, please hang up and dial again” message.
The problem occurs independent of whether my computer, and the MagicJack are active.
My friend in this area confirmed that she was having the same problem with her MagicJack.
She attempted to get help from tech-support, while I searched here for answers.
After she got no results from tech-support, I decided to give it a go.

After running through the gauntlet that is tier-1 tech-support (feel sorry for them,
because they must have you try the things on the list before they can transfer you.
They are mostly there for solving the simple problems, and gathering info for tier-2 techs),
I got to some-one who could actually help me assess the problem.

We did some tests, and found that it was likely that only the calls from the phone-company
in my area (Qwest), were being effected (though admittedly I was only able to have one non-local
person with a land-line to call and test it).
A trouble-ticket has been submitted, I have taken screen-captures of the end of the exchange,
and I will post updates on this problem.


Hopefully this will help others who may be experiencing similar problems.

Also, if any-one knows the magic words that let you be transferred to tier-2 tech, after giving
tier1 the relevant info, but without going through the standard 'try rebooting it, or reinstalling it' tier-1
tech stuff, I would love to know them.


----Mosslander

[remotestp]

Good luck for MJ to get back to you. Today I went to 5 agents and one of them remote connected to my pc and the guy has no clue..He just moved the mouse around and log off without doing anything. He passed to another person and she could not help much.

[Mosslander]

Heh.
I've worked tech-support for Verizon cell-phones, so I know how things can go. I am at least somewhat hopeful because the Tier-2 tech support person actually seemed ot know what they were doing, and helped narrow down the problem beyond what I had figured out my-self.
But that said, I don't trust them to act (hell, I don't trust anything to get done unless I see it processed myself), so I made sure I got the trouble-ticket number and took those screen-shots to make sure I have detailed records.
I'll be checking on Monday at the latest, and every day till the problem is fixed (and because I'm tech-minded, I'll try to get them to tell me what the problem was, I might do some research into Qwest on my own as well.
Though if I interact with them, I'll make sure not to mention VoIP of any sort (wouldn't want them to look further into blocking competitors now that the FCC can't stop them).


-----Mosslander

P.S.
This is only my second post here (and it's kinda hastily penned), so let me know how my 'driving' is.

[allen10]

Hi Mosslander
I have to say you and your friend are not alone. I recently got a MJ and ran into the same problem.
My land-line is provided by Qwest and I have not cancelled it. Somehow I could NOT call MJ using the land-line.
I even tried from my office phone ( I guess it is provided by Qwest as well), it failed all the time.
But my cell made call to MJ successfully, and some of my friends.

I would assume since I got a local MJ number, it would be treated as a local land-line. It is apparently not the case.

Whenever you got a fix to the problem, please share!.
Thanks
Allen

[Everton]

Hi Mosslander
I have to say you and your friend are not alone. I recently got a MJ and ran into the same problem.
My land-line is provided by Qwest and I have not cancelled it. Somehow I could NOT call MJ using the land-line.
I even tried from my office phone ( I guess it is provided by Qwest as well), it failed all the time.
But my cell made call to MJ successfully, and some of my friends.

I would assume since I got a local MJ number, it would be treated as a local land-line. It is apparently not the case.

Whenever you got a fix to the problem, please share!.
Thanks
Allen

The problem could be at Qwest end. Why not call them and let them know that you have VOIP service (do not mention MJ) and callers making calls from Qwest PSTN lines are unable to reach you. I think they might have to do something on their end to correct the problem. If you are not a Qwest customer, then have one of your Qwest caller contact them to resolve the issue!!