Poor Audio Quality on Other End (Fix: Magic Jack Not Found)

djcubed · Post by **djcubed** » Wed Apr 02, 2008 11:07 am

Anyone having issues with poor audio for the person on the other end of your call? Sound on my end is perfect... But there end is cutting out and it is tough to hold a convo. MJ support says wait another 24 hours while they update... but that has been 2 days now. Am I just getting a runaround? Also when I try using their recovery tool or the mac hybridizer it say that it can't find the Magic Jack... Anyone having an issue like this??? It sucks that their support has no fix for this yet... really wish one of the fixes would work. Let me know if you can help.

rthomas · Post by **rthomas** » Wed Apr 02, 2008 3:41 pm

Bro, I'm having a lot of the same issues and had mine for just over a day. Wish I could help but don't know what to do any ideas from any body?

davemac1026 · Post by **davemac1026** » Wed Apr 02, 2008 4:18 pm

Hi: I have been told the same every day for the past three days by support personnel. I recorded the last one !!!

"My sincerest apologies for the inconvenience Dave. We are doing some upgrades, our engineers are working to get them completed as fast as possible. We apologize for the inconvenience and appreciate your patience.
"
Amy: How can I help you dave?
Dave: I have been experiencing very bad performance with what appears to be from your internal server infrastructure for about a week now.
Dave: I am able to place calls to non-magicJack numbers without any problems; however, the called party complains of choppiness, etc.
Dave: 1. I am rarely successful in completing a call to another magicJack number [Trying for 20 seconds and then I get fast busy]
Dave: 2. Therefore, I am rarely able to get to my voice messages via my magicJack phone number and pressing * when I hear my greeting.
Dave: 3 When I am able to connect internally, it takes anywhere from 20 to 30 seconds before I hear my greeting (and during this time there is dead silence NO Ringing].
Dave: 4 I experience dead silence when I call my magicJack number from outside the magicJack network. If I wait 15-30 seconds I finally hear my gretting and I leave a message.
Dave: 5 Due to obvious system/server performance issues, my voice message that was left is never delivered to my email account; however, it does reside in the voice message system.
Dave: I am very concerned as I have directed about 30 people to purchase magicJack
Amy: My sincerest apologies for the inconvenience Dave. We are doing some upgrades, our engineers are working to get them completed as fast as possible. We apologize for the inconvenience and appreciate your patience.
Dave: Amy: Is there some way you can express a need to the marketing/support organization to place a notification of this on the magicJack Web site to notify your users of this?
Dave: Is there a way that these updates can be scheduled and magicJack customers notified via email?
Dave: Or if these are unscheduled updates you should notify your customers via email?
Amy: Dave, my apologies for the inconvenience. I really understand your concern regarding such issue. However, I will escalate your issue to a higher level of support and with these I need you to confirm your full name, email address and magicJack number.
Dave: Thank you! I understand what you are doing. I too provide online support services.
Amy: Dave, I completely understand your confusion and frustration about this issue and we highly appreciate to get comments from our magicJack user's. Since we are updating our website so we could include a comments and suggestion box, But for the meantime all suggestions and comments should be addressed here on chat. And we will be the one who will forward this to the right department.
Amy: Thank you so much for bearing with us Dave.
Amy: Is there anything else I may help you with today?
Dave: We use the email notification method to notify our users and cuts down on the call to us for support issues.
Amy: Thank you Dave.
Dave: No, you have been as helpful as you can.
Amy: Is there anything else I may help you with today?
Amy: Thank you so much Dave and once again my sincerest apologies for the inconvenience.
Dave: Thanks Amy and hope that the updates will be completed soon. When the system is working it is GREAT!
Amy: Thank you Dave. Goodbye and Have a wonderful day ahead of you.
Amy: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

Mjhopeful · Post by **Mjhopeful** » Thu Apr 03, 2008 4:00 am

davemac1026 wrote: Hi: I have been told the same every day for the past three days by support personnel. I recorded the last one !!!

"My sincerest apologies for the inconvenience Dave. We are doing some upgrades, our engineers are working to get them completed as fast as possible. We apologize for the inconvenience and appreciate your patience.
"
Amy: How can I help you dave?
Dave: I have been experiencing very bad performance with what appears to be from your internal server infrastructure for about a week now.
Dave: I am able to place calls to non-magicJack numbers without any problems; however, the called party complains of choppiness, etc.
Dave: 1. I am rarely successful in completing a call to another magicJack number [Trying for 20 seconds and then I get fast busy]
Dave: 2. Therefore, I am rarely able to get to my voice messages via my magicJack phone number and pressing * when I hear my greeting.
Dave: 3 When I am able to connect internally, it takes anywhere from 20 to 30 seconds before I hear my greeting (and during this time there is dead silence NO Ringing].
Dave: 4 I experience dead silence when I call my magicJack number from outside the magicJack network. If I wait 15-30 seconds I finally hear my gretting and I leave a message.
Dave: 5 Due to obvious system/server performance issues, my voice message that was left is never delivered to my email account; however, it does reside in the voice message system.
Dave: I am very concerned as I have directed about 30 people to purchase magicJack
Amy: My sincerest apologies for the inconvenience Dave. We are doing some upgrades, our engineers are working to get them completed as fast as possible. We apologize for the inconvenience and appreciate your patience.
Dave: Amy: Is there some way you can express a need to the marketing/support organization to place a notification of this on the magicJack Web site to notify your users of this?
Dave: Is there a way that these updates can be scheduled and magicJack customers notified via email?
Dave: Or if these are unscheduled updates you should notify your customers via email?
Amy: Dave, my apologies for the inconvenience. I really understand your concern regarding such issue. However, I will escalate your issue to a higher level of support and with these I need you to confirm your full name, email address and magicJack number.
Dave: Thank you! I understand what you are doing. I too provide online support services.
Amy: Dave, I completely understand your confusion and frustration about this issue and we highly appreciate to get comments from our magicJack user's. Since we are updating our website so we could include a comments and suggestion box, But for the meantime all suggestions and comments should be addressed here on chat. And we will be the one who will forward this to the right department.
Amy: Thank you so much for bearing with us Dave.
Amy: Is there anything else I may help you with today?
Dave: We use the email notification method to notify our users and cuts down on the call to us for support issues.
Dave: My name is XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Amy: Thank you Dave.
Dave: No, you have been as helpful as you can.
Amy: Is there anything else I may help you with today?
Amy: Thank you so much Dave and once again my sincerest apologies for the inconvenience.
Dave: Thanks Amy and hope that the updates will be completed soon. When the system is working it is GREAT!
Amy: Thank you Dave. Goodbye and Have a wonderful day ahead of you.
Amy: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

You might want to edit out your e-mail/phone number.

djcubed · Post by **djcubed** » Thu Apr 03, 2008 10:26 am

As of last night at 12:00 ET I placed a phone call to my girlfriend in NH. I live in CT and have a NY number. The call was crystal clear on both ends... dial in and out operational. I did play with the QoS settings on my Linksys router and set all MJ ports to High. I also ordered a HBB1 yesterday in hopes that installing it will help my network... 4 wireless computers and 1 Ethernet Line... soon to be an x-box, wii, and ps3 all hooked up. I can't wait for it to come in... does anyone know if the HBB1 will change these settings and take over the job of QoS or if I need to dissable the QoS on the Linksys??? I will try again tonight but it seems that MJ has fixed any server issues for the 718 NY area code. I will also try with my MAC Mini tonight and see if it will work with both.

This test was made on a wireless laptop 3.0gig intel, 1.5 gigs of ram, on the 3rd floor (routers on the 1st). Not bad if I do say so. The call was over 1/2 an hour.