My MagicJack has been working fine for 2 years, even after installed Windows 7 Ultimate when it was first released. My last successful call was on June 2, 2010. Three days ago when I plug in my MagicJack the software starts correctly, my contacts load just fine, but in the middle of the MagicJack software screen it says, Please connect to the Internet Double Click Here [error 403]. I click where is says double click and it makes me verify my email address and password. It appears to accept what I typed in but the main NJ software screen still has that error. I can use Skype and browse the Internet using any browser without any problems, but MagicJack thinks I'm not connected. I used the chat tech support feature but all they say is, someone will get back to you. Now it's been 4 days an no one is getting back to me.
I really think there must be a problem with the MJ server. Is anyone else having this problem in the past week or so?
Please connect to the Internet [error 403]
Moderators: Bill Smith, Pilot
Please connect to the Internet [error 403]
It was only after I got the idea to call my own Magic Jack phone number after 5 days that I figured out what the real problem was.
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Below is what I cut and pasted into the MJ Tech Support Chat window and explained to them on day 5 of my problem.
It's been 5 days now that I have reported my Magic Jack phone number, 203-930-XXXX is not working.
I need someone from Tech Support to open a trouble ticket with the phone company YMax Communications Corp because they own the phone circuit.
There was a mix up with the phone company and they accidentally switched my MJ nunber 203-930-XXXX and allocated it as a cell phone number, because when you dial the number the recording says,
" The subscriber you have dialed is not available or has traveled outside the coverage area. Please try your call later, message number NE95352."
I can successfully log into my Magic Jack online Internet account and forward my Magic Jack number to where ever I want and it works. But when I take it off call forwarding and I try calling again, the phone company message by YMax Communications Corp. plays and says, the subscriber has traveled outside the coverage area.
It's expected the Magic Jack software will get an error 403, that's OK, but what this proves to me is the MJ software is working just fine and that the real problem is in the Phone circuit itself. It only take 1 minute for tech support to open a trouble ticket with the phone company to have the phone line checked. It's been 5 days and it should not have gone on this long. How we can get level 3 support involved at this point so that some sort of progress is really being made?
This last Tech Support guy I was transfered to fixed the problem in 5 minutes.
His name was Andy and when I asked what he did so that I might direct other support people to do the same as him.
His reply was,
Yes, Howard. We just refreshed the account here on our end but it is not actually the step in resolving the issue. Its just to back up the adjustments that our engineers have processed on their end. After they have fixed the issue a refresh on the account is needed to refresh the whole configuration. The previous operators made the report regarding this issue and the support team had taken some action already.
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Below is what I cut and pasted into the MJ Tech Support Chat window and explained to them on day 5 of my problem.
It's been 5 days now that I have reported my Magic Jack phone number, 203-930-XXXX is not working.
I need someone from Tech Support to open a trouble ticket with the phone company YMax Communications Corp because they own the phone circuit.
There was a mix up with the phone company and they accidentally switched my MJ nunber 203-930-XXXX and allocated it as a cell phone number, because when you dial the number the recording says,
" The subscriber you have dialed is not available or has traveled outside the coverage area. Please try your call later, message number NE95352."
I can successfully log into my Magic Jack online Internet account and forward my Magic Jack number to where ever I want and it works. But when I take it off call forwarding and I try calling again, the phone company message by YMax Communications Corp. plays and says, the subscriber has traveled outside the coverage area.
It's expected the Magic Jack software will get an error 403, that's OK, but what this proves to me is the MJ software is working just fine and that the real problem is in the Phone circuit itself. It only take 1 minute for tech support to open a trouble ticket with the phone company to have the phone line checked. It's been 5 days and it should not have gone on this long. How we can get level 3 support involved at this point so that some sort of progress is really being made?
This last Tech Support guy I was transfered to fixed the problem in 5 minutes.
His name was Andy and when I asked what he did so that I might direct other support people to do the same as him.
His reply was,
Yes, Howard. We just refreshed the account here on our end but it is not actually the step in resolving the issue. Its just to back up the adjustments that our engineers have processed on their end. After they have fixed the issue a refresh on the account is needed to refresh the whole configuration. The previous operators made the report regarding this issue and the support team had taken some action already.
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bitstopjoe
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