magicJack Problems: Are Users or the Company to Blame?

magicjackmagicJack, the $39.99 USB dongle that connects to your PC so that you can make low-cost calls through the internet, certainly sounds enticing. The $40 cost of entry includes one year of service, and once that has expired, subscribing  is just $19.99 per year–far lower than the price of traditional landline or cell phone subscriptions. It’s easy to see the appeal: slashing your phone bill in these penny-pinching times only seems prudent. However, magicJack has also proven to be a hot-bed of controversy, at least amongst LAPTOP readers who visit this blog. Although a number have touted the effectiveness of the product, another vocal segment has claimed that the device is shoddy and lacks reliable customer support. Some have claimed that magicJack flat-out doesn’t work; one person has stated that it wrecked the PC it was plugged into. When we spoke with magicJack creator Dan Borislow in April about the forthcoming updated magicJack, he mentioned the company’s much-improved Better Business Bureau rating. Sure enough, when we checked it out in April it was currently at “A-” and maintains that ranking as of today.  There has been 1,357 complaints filed against magicJack in the past 36 months in which the overwhelming majority have been addressed by the company. Still, we receive passionate e-mails and posts from frustrated magicJack customers such as this one from a reader who had to deal with a lengthy 45 minute customer service hold time (after getting an unpublished magicJack phone number):

Not everyone who sits in front of a computer grew up with computers and has the necessary skills to deal with your product as it exists today….you could try to make it more user friendly…an “owners manual” would be a good start. After reading your responses to questions about complaints it appears to me that you don’t  have a clue as to the needs of your customers…or maybe you just don’t care!

When we spoke with Dan Borislow in April, he mentioned that a large number of retirees make up magicJack’s base. Could it be that the product isn’t easy enough for less-tech-savvy users to install?  Even the best devices sometimes produce errors, so its not out of the question that a certain segment of the magicJack userbase who are unaccustomed to dealing with such problems may be more likely to proclaim that it’s defective. This isn’t to take blame away from magicJack; clearly, the company needs to meet the needs of its customers.  And magicJack doesn’t do itself any favors by having its tech support reachable only through the Web; non-techies may feel much more at ease speaking with a live human on the telephone. So we ask you, magicJack users: Is the problem the product, a lack of phone support, or not understanding how to diagnose problems that occur?

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  1. eric m Says:

    Interesting but odd. I bought and installed a magicJack for myself and subsequently bought another two for relatives, including my 74 year-old mother. All three worked without question and work great today.

    AND…if you visit TWITTER and search magicjack, the real reviews from real people are OVERWHELMINGLY Positive.

    http://search.twitter.com/search?q=magicjack

  2. Tom Says:

    Hey Jeffrey, my Dad has used a magicJack for the better part of a year now and he has never had any problems. This is surprising to me because my Dad is pretty awful at anything computer related (his endeavors usually result in a late night phone call followed by a visit back home a few days later). I’ve tried out the magicJack and it is pretty intuitive. Install the software, plug in the dongle, plug in a phone, and it works. I highly doubt that a USB dongle (which pretty much sums up what the magicJack is) wrecked the PC it was plugged into. That PC probably had many more problems with it and the magicJack was the least of it’s worries.

    It may take some tech-savvy to use it, but honestly, if you can’t get the magicJack up and running, they should use another ‘As Seen On TV’… “How to run and operate Windows” by the VideoProfessor.

  3. jorden de vera Says:

    we have magic jack but how come after 2 weks it does not work until know

  4. jeff Says:

    obviously your a idiot who cant even talk so your comments will not be taken seriously haha

  5. Leroy Robinson Says:

    I’ve had MagicJack for 11months and have had some issues resolved simple by downloading and saving the Upgrade on my PC and placing a shortcut on the Desktop. Inasmuchas I have owned a PC for 9 years I have never taken a PC course. I have picked with the MJ Upagrade and the Fix Menu and have always been able to use the device effectivly.
    With everything new there is a learning curve, As your knoweledge base increases, Your confidience and comfort level goes up.
    I will be renewing my licsense agreement in July 2009

  6. Don G. Adams Says:

    Purchased the “Five Year Platinum Preferred Plan” in 2008. I am very Internet and tech savvy, including IP-based telephony. Didn’t fiddle around, but also made sure device was able to update and not conflict w/firewall. After one year, it stopped working. Customer service? Non-existent. Requested partial refund. They denied, offered free replacement unit instead. For that, interestingly enough, they try to charge my (old) debit card for the full purchasing amount of a new unit. They call it a “hold”. Charge did not go through, luckily – so they send me a reminder. Requested refund again, especially because I have since found a public admission in a MJ forum that they artificially limit the calling time of early “Platinum” customers like myself who actually make use of their initial offer (they have changed their advertising since).

    (Class action) law suit waiting to happen.

  7. Dave T Says:

    Don G Adams- Why would you want a class action suit against a company that is saving customers hundreds of dollars per year. I dont know much about the 5 year prefered plan but I am pretty sure that the most you paid was $40 for the unit and 1st year service plus $80 for the other 4 years of service. That totals $120. You would have paid more than that 6 months of service for local calls only with no features from your landline telephone company. So even if the unit stopped working after a year, you still came out ahead. They offered to replace the unit for free so whats the problem? I agree they shouldnt have charged you the extra $40 but it sounds like it didnt go through. Why dont you just sell the thing to a neighbor and go back to the telephone company where they rape you up the a** and mess up your monthly phone bill. I dont want magicjack to go away on the account of a ridiculous lawsuit.

  8. jose Says:

    IT IS BAD ASS. IM SAVING AT LEAST 100 A MONTH.. ON CALLS TO MEXICO.. SINCE MY MAGIC JACK IS THERE…

  9. Bill Says:

    I have two working MagicJacks (home phone and home fax) and one yet to be installed at my business (for outgoing long distance). Some observations:

    1. Installation was easy and it works well when Internet access is live. Sound quality is good.

    2. Customer support is poor to nonexistent.

    HOWEVER: I also have Vonage and AT&T. A business Vonage line costs me $49.99 per MONTH, and customer support is OK to pretty good. Magic Jack, after the equipment, is $19.95 a YEAR. Our AT&T service, not counting Internet, costs the business almost $300 per MONTH. AT&T customer support, for $300/month, is far inferior to that of Vonage, and only SLIGHTLY better than that of Magic Jack. Like Magicjack, AT&T tries to force you to the Internet for everything. Now THAT is an outrage.

    Customer support COSTS MONEY. (I know …. I run a business…My customer support people insist on being paid, doggone them!) A business has to CHARGE THE CUSTOMER MONEY if one is to provide customer support. So tell me why Magic Jack should be the butt of so much criticism for $20 a year when AT&T reams every customer for multiples of that per month and provides support that is barely better?

    Conclusion: the real problem with MagicJack and customer support is that astoundingly low price makes it impossible for the company to afford decent customer support. This is a shortcoming of the business plan because people occasionally NEED customer support. So at some point, the company will simply have to raise prices or implement a paid customer support plan.

    3. The article mentions that MagicJack now has a BBB rating of A-. Ignore that. The dirty little secret about the BBB is that if a business “joins” the BBB (pays $300), it gives the business a higher rating. I did that. So ignore that A-. I’d bet that MagicJack “joined” (paid the BBB money). Probably a more truthful rating would be a B.

    4. Fax problems. Magicjack documentation does acknowledge some issues with faxing. But the bigger problem is that only one MagicJack can work on a computer at one time. So one needs two computers to have both a phone and a fax line. This is a real issue that I hope MagicJack addresses. It would expand its market and significantly improve the product. It would allow a business, for example, to run several Magicjacks to several phones in the office from one PC, so each employee could have a dedicated, free outbound local and long distance line, and do to AT&T what AT&T has done to us all these years.

    Bottom line: it works. It provides local and long distance calling for $20 a YEAR. No one else offers anything like it. If you want an upgrade from your MagicJack to decent customer service and a few good bells and whistles, your next cheapest bet is the likes of Vonage at $25/month.

  10. Thomas Remington Says:

    magicjack seems to be a good product, The infrastructure behind it is lacking I am offten not abel to get a line, there is DTMF tones on yhe receiver side of the call.

  11. Alan Says:

    Majicjack works…it’s so cost effective that I purchased a pay as you go cell phone that provides backup and mobility for the landline that I gave up on.

    I have saved more than $400 a year so I subscribed to the Platinum plan…5 years of majicjack for $59.95!!!

    Majicjack could improve a few things (some of which it has been doing by improving the Knowledge Base and the availability of live chat).

    A few minor problems (no big deal considering the value of the service) a few dropped packets, I had to make two call backs (in over a year of use)…and the occasional upgrade and/or unplugging the phone line from the modem for a few seconds.

    All in all…I love majicjack…best thing since white bread or pumpernickel for that matter. I have recommended MJ to friends and family.Try it you really don’t have anything to lose.

  12. Debra White Says:

    does anyone have problems with their magic jack as mine goes in and out you may get part of a conversation and the other is cutting out so bad you cant understand what they are saying This is the second one I have had and both do the same thing if you know how to make this better please email or call me and tell me what to do as I am really disappointed with this device thank you and have a nice day disappointed Deb

  13. Dee Says:

    thinking of purchasing MJ. I dont know much about the computer
    I only have dail up and not high speed internet. Will this work??

  14. JONATAS FARINA Says:

    Tenho Magic Jack aqui no Brasil e utilizo para fala com amigos no EUA e Canada.
    Faço ligações locais com custos menores que a empresa de telefonia local pode me oferecer.

    Ligações de longa distancia dentro do territorio do Brasil tem custo mais baixo ligando do Magic Jack que da empresa de telefonia fixa aqui do Brasil.

    Eu estou feliz em ter um Magic Jack!!!!!

  15. John A Says:

    Mine has never worked very well. I have a 5Mb cable Internet connection, but the conversation drops out at least once or twice a minute for up to 5 seconds with one side or the other hearing a tone as though someone pressed a key for a second. Now everything else about my Internet connection connection is very quick, and Skype works just fine, even with video, for hours on end. I am the head computer tech for medical facility, so I don’t think it’s my lack of computer skills. It’s just not working for me. I’ve always suspected that my cable company might be giving those Magic Jack data packets a lower priority in order to encourage me to dump the Magic Jack and buy their phone service. To be honest, I consider my Magic Jack unusable.

  16. Lori Laborde Says:

    worked fine for the first 30 days in the last two weeks I have well over 2 hours of time chatting with online technicians that can’t help. They will send a new one and charge me 39.95 which they will reimburse as soon as they can when the original is returned. I would not recommend this product to anyone.

  17. MagicJack Problems Says:

    I’ve been to most of the support forums for magicjack, their site, and other sources. The end result is that this little thing is going in the trash.

  18. mike kane Says:

    i bought MJ for $33 which was the QVC special value for the day — i wonder why QVC doesn’t even carry this anymore-mmmmmmmmmmm need i say more

  19. Poor Customer Says:

    Please wait for a site operator to respond.

    You are now chatting with ‘Lloyd’

    Your Issue ID for this chat is LTK419068990939X

    Lloyd: Hello, how may I help you?

    Poor Customer: Hi..my current license is ending on Aug 9

    Poor Customer: I was planning to renew it

    Lloyd: Sure,

    Poor Customer: but need your help to solve an issue before that

    Lloyd: You can purchase an additional year’s of service now for $19.95(Gold plan/2nd year plan) and $59.95(Platinum Plan/5-year plan) when ordering magicJack or by logging into your account at http://my.magicjack.com/.

    Lloyd: Okay.

    Lloyd: May I know your main issue please>

    Lloyd: ?

    Poor Customer: when there is an incoming call, it pops open a screen on my pc rather than a ring in my telephone

    Lloyd: Okay.

    Lloyd: Please go to menu of your dial pad.

    Poor Customer: the screen shows the incoming number and Accept/Ignore button

    Lloyd: Okay.

    Poor Customer: ok

    Lloyd: Do you see Switch to Telephone in there?

    Poor Customer: No. It is currently showing Switch to Headset

    Lloyd: Okay.

    Lloyd: One moment please…

    Poor Customer: ok

    Lloyd: Thank you for holding..

    Lloyd: Please click on Swith to Headset

    Poor Customer: np

    Lloyd: Please click on Swith to Headset

    Poor Customer: do you have a number do that we can talk? It will be easeir than typing

    Lloyd: I am sorry, Suresh.

    Lloyd: We use Tech Chat to better assist you. By using Tech Chat, we can send you instant upgrade links and run several diagnostic tests, that cannot be done over the telephone. We are also able to see where you are located, what OS and Internet browser you are using. Lastly we can see that your Internet connection is working too.This will provide the best Customer care experience and keep you most satisfied.

    Poor Customer: we can use both

    Lloyd: I’m very sorry, the best thing I can assist you is through chat.

    Lloyd: Please click on Swith to Headset

    Poor Customer: ok

    Poor Customer: what is the next step?

    Lloyd: Please restart your magicJack by clicking on the “Menu” then “Advance Users” then “Restart”.

    Poor Customer: ok

    Poor Customer: yes

    Lloyd: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

    Lloyd: http://upgrades.magicjack.com/upgrade/upgrade.exe

    Lloyd: Please run the upgrade.

    Poor Customer: yes

    Lloyd: Are you done with the upgrade?

    Poor Customer: yes

    Lloyd: Okay.

    Lloyd: Please try to call your magicJack phone number.

    Poor Customer: it has opened a new window in my screen\

    Poor Customer: it says incoming call – accept/reject

    Lloyd: Okay.

    Lloyd: Do you have contact numbers saved in your magicJack phone?

    Poor Customer: No. Everytime I login, it erases all my contacts

    Poor Customer: It also erases my call log

    Lloyd: Please go to My Computer and look for the 2 magicJack drives.

    Poor Customer: ok – what is next?

    Lloyd: Do you see the 2 magicJack drives there?

    Poor Customer: yes

    Lloyd: May I know what are those drives?

    Poor Customer: E: and F:

    Lloyd: Okay.

    Lloyd: Please right click on F drive and look for the format option.

    Poor Customer: ok

    Lloyd: Please format that drive.

    Poor Customer: 1 sec

    Lloyd: Sure.

    Poor Customer: can I ask you a question?

    Lloyd: Yes

    Poor Customer: what is the time for you?

    Lloyd: It is 2:10 am

    Lloyd: Why?

    Poor Customer: just curious to know what part of the world you are in

    Lloyd: I see.

    Poor Customer: which country are you in?

    Lloyd: US

    Lloyd: We’re here in West Palm Beach, FL

    Poor Customer: great..thats a great place

    Lloyd: Are you done with the format?

    Poor Customer: yes

    Lloyd: Okay.

    Lloyd: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

    Lloyd: http://upgrades.magicjack.com/upgrade/upgrade.exe

    Lloyd: Please run the upgrade again.

    Poor Customer: I think we ran it already

    Lloyd: Please try it again, Suresh

    Poor Customer: Have you recieved calls about this issue in the past?

    Lloyd: Yes.

    Lloyd: Please run the upgrade, Suresh

    Poor Customer: yes..it is running

    Lloyd: Okay.

    Lloyd: Thank you.

    Poor Customer: how much time does it usually take for this issue?

    Lloyd: It will take 45 minutes

    Poor Customer: ok good..seems we are close to fxing it then

    Poor Customer: it is ready now

    Lloyd: Please try to call your magicjack.

    Poor Customer: I think the bug is still there

    Lloyd: Okay.

    Poor Customer: is it possible to replace the device and have the same number on?

    Lloyd: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

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

    You are now chatting with ‘Josh’

    Your Issue ID for this chat is LTK419068990939X

    Josh: Hi, this is Josh and I will be assisting you today. Allow me to review your previous chat to assist you better. Please hold.

    Poor Customer: ok sure

    Josh: Thank you for holding.

    Josh: Please go to device manager now.

    Poor Customer: np

    Josh: Click on Start > RUN > type devmgmt.msc and press Enter.

    Poor Customer: ok

    Josh: On Device Manager window, click + sign next to Sounds, video and game controllers.

    Josh:

    Poor Customer: ok

    Josh: Can you see a *USB Audio Device*?

    Poor Customer: yes

    Josh: Click on the *USB Audio Device* and select Update Driver..

    Poor Customer: ok..it is searching

    Josh: okay

    Poor Customer: I need to restart my PC

    Poor Customer: it updated the USB driver

    Josh: Do not restart yet.

    Poor Customer: oops..

    Josh: Please unplug magicjack for 20 seconds and then plug it back again

    Poor Customer: I just did

    Josh: Please restart your magicjack. On your softphone, please go to Menu, click on Advanced Users then Restart.

    Poor Customer: the PC is restarting

    Josh: You are using two computers now?

    Poor Customer: yes

    Josh: Good.

    Josh: reboot now your computer.

    Poor Customer: it is ready, can I plugin magicjack?

    Josh: Yes please

    Poor Customer: ok

    Josh: Please restart your magicjack. On your softphone, please go to Menu, click on Advanced Users then Restart.

    Poor Customer: I just plugged in, it is starting up

    Poor Customer: ok done

    Josh: Did you already restarted your magicjack?

    Poor Customer: yees

    Josh: Toggle it now.

    Poor Customer: to telephone? yes

    Josh: Good,

    Josh: Test now a call.

    Poor Customer: The bug is still there

    Josh: What but you mean?

    Poor Customer: the same bug

    Josh: May I know what bug is that?

    Poor Customer: when I call my magicjack, it shows a window in my PC

    Poor Customer: it says – incoming call “accept/reject”

    Josh: That is normal Suresh.

    Poor Customer: were you trying to solve a different issue?

    Josh: When you try to call your magicjack it will pop up the incoming call “accept/reject” that is normal.

    Poor Customer: when there is a incoming call, does it not ring the phone directly?

    Josh: We fix your magicjack since you cant toggle it but now its fixed.

    Poor Customer: :))

    Josh: it will ring.

    Poor Customer: are you kidding me?

    Josh: No im not.

    Poor Customer: who told you that I’m unable to toggle

    Poor Customer: which part of India are you from?

    Josh: India? and who told you we are from India?

    Poor Customer: where are you from?

    Josh: We are from Florida.

    Josh: Your phone wont ring right?

    Poor Customer: ok. I was not expecting a higher level support to come in and talk about a issue not relevant to me

    Josh: Its relevant Suresh. The steps that I gave to you is to solve your issue. and we are not done yet you know.

    Poor Customer: have you reviewed my conversation with the previous support person properly?

    Josh: Yes I did and I know what im going to do.

    Josh: Now go back to device manager

    Josh: By the way may I know what is your sound driver

    Poor Customer: before I make any change to my PC

    Poor Customer: I want you to describe the issue to me

    Poor Customer: if I’m confident only then I will change my PC

    Poor Customer: I’m afraid the steps you are giving me will mess my PC

    Josh: what? we are not giving you steps that can crash you pc Suresh.

    Poor Customer: what actually do you think is happening?

    Josh: Do you want to restate your issue?

    Poor Customer: please scroll up and read..I’m tired of typing for the last 90 mins

    Josh: I know and I already did that.

    Josh: Shall we proceed?

    Poor Customer: yes..please

    Josh: Good.

    Josh: Go back now to device manager.

    Poor Customer: I’d be curious to know your theory

    Josh: So you think you can fix this by your self?

    Poor Customer: ok..what is next?

    Poor Customer: no..I cannot

    Josh: So let me handle this.

    Poor Customer: thats why I ask your help

    Josh: May I know your sound driver?

    Poor Customer: SigmaTel

    Josh: Go back to device manager where you found Usb device that one that you updated earlier.

    Poor Customer: ok

    Josh: Then tell me if you found there you sound driver.

    Poor Customer: It says Tiger Jet

    Poor Customer: USB internet phone by Tigerjet

    Josh: Usb phone by tigerjet?

    Poor Customer: yes

    Josh: How about realtek?

    Poor Customer: no..I don’t see it

    Josh: What about SigmaTel?

    Poor Customer: yes..it is there

    Josh: Click on the *SigmaTel* and select Update Driver..

    Poor Customer: no changes

    Poor Customer: I have the latest

    Poor Customer: I think the problem is with my MJ

    Poor Customer: some of my friends have it and it works well for them

    Josh: No its not.

    Poor Customer: I think we should replace the device and check once

    Josh: So your mean concern is to have a replacement knowing that it will expire on 08/09/2009?

    Poor Customer: that might solve the problem

    Josh: Really?

    Poor Customer: I want to renew it for another year

    Poor Customer: but if this problem will persist

    Poor Customer: there is not point…

    Josh: Okay, please renew it now then we will replace your device.

    Poor Customer: I have had this problem for the whole year

    Poor Customer: is it not possible to replace?

    Josh: Your device will expire soon, if you renew it now then we will send a replacement for you.

    Poor Customer: ok sure, I have one more week to think about it..

    Poor Customer: but I cannot understand why I have the issue

    Poor Customer: I’m surprised no one else does

    Josh: okay.. we are here 24/7

    Josh: .

    Josh: Technically speaking its not on your device. You need to try another phone.

    Poor Customer: in fact, I did

    Josh: Suresh you have encounter the issue and you chatted us when your license is about to expire.

    Josh: May I know the model and brand of your router please?

    Poor Customer: based on a similar long conversation with your support person last year, I tried out that option also

    Josh: I mean phone

    Poor Customer: but it did not work

    Josh: May I know the model and brand of your phone please?

    Poor Customer: it is a panasonic

    Josh: How about the model?

    Poor Customer: 1 sec..let me check

    Poor Customer: 1.9 GHz DECT 6.0

    Poor Customer: KX-TG9333T

    Josh: Okay, I suggest to use Panasonic KX-TG5776 works perfect

    Poor Customer: that doesn’t seem to be a valid model

    Poor Customer: can you give me link to that model?

    Josh: Panasonic KX-TG5050 works fine.

    Josh: Actually we dont have the link for that. I used that phones and my magicjack works fine.

    Poor Customer: is this a limitation with MJ?

    Josh: No limitation for it. That is only a suggestion base on my experience.

    Poor Customer: ok np

    Poor Customer: thanks – how is the weather there?

    Josh: The weather is fine.. I cant see outside because im in the office.

    Poor Customer: hmm..I heard it is very hot and humid now a days

    Josh: Is there anything else I may help you with today?

    Poor Customer: no..but remember we chatted for 2 hours without any resolution

    Josh: Just do have the phones that I suggested to you. Its not in your device.

    Poor Customer: why does it work for others?

    Josh: If that is the case then we need to configure your computer.

    Poor Customer: did we not configure now?

    Poor Customer: I followed all the steps you gave me

    Josh: We are not done yet because we talked regarding replacement.

    Josh: Now go to control panel.

    Poor Customer: ok

    Josh: Click on Hardware and Sound.

    Poor Customer: ok

    Josh: Click Sound.

    Poor Customer: ok

    Josh: Click on Playback tab, then select Tigerjet. Click Properties button and go to Level tab. In there, set the volume to the highest level and see to it that nothing is muted with red mark on it

    Poor Customer: ok

    Josh: Click back to Playback tab and then select your default device and not Tigerjet. Then click OK

    Poor Customer: ok

    Josh: Unplug your phone now.

    Poor Customer: ok

    Josh: Are you using a router?

    Poor Customer: yes

    Josh: Okay, I want you to restart your router with in 3 minutes since your phone is already unplug.

    Poor Customer: it is restarting

    Josh: Please do turn off your router with in 3 minutes only.

    Poor Customer: btw..how is the cost of living there?

    Poor Customer: yes

    Josh: Please do it now.

    Poor Customer: it is in progress..I’m wired to my modem

    Josh: Suresh, I want you to restart your router and modem. YOu need to refresh your connection

    Poor Customer: what will happen to this chat window?

    Josh: Sad to say it will ended but I want you to do that because you need to refresh and restart your connection since your phone wont ring but you can receive calls.

    Poor Customer: :)

    Josh: By the way how are you today Suresh?

    Poor Customer: do you suspect issue with my internet?

    Josh: No its not. Technically speaking I resolved different issues, including your issue. Please do it now.

    Poor Customer: what were the different issues? I have only one issue..

    Josh: What I mean Suresh, I already solved different issue as high level tech support and your issue is not new to me.

    Josh: Now please do follow my instruction.

    Poor Customer: I suspect we have made any progress so far.

    Poor Customer: I have fairly good understanding of how a PC, internet works. I see no connection between these

    Poor Customer: I also have not heard a single technical solution so far

    Josh: That is good in your part and I appreciate that Suresh.. If you follow my instruction then your issue will resolve.

    Josh: Please do it now then chat us back with your ph0ne plugged in.

    Poor Customer: No..tell me why you think it needs to be restarted

    Poor Customer: you can speak technical to me

    Josh: I need you to refresh your connection so that your magicjack also will be restarted. I dont question your technical ability Suresh.

    Poor Customer: I want to feel good about you

    Josh: Just trust me.

    Poor Customer: its over 2 hours..don’t give me the spin anymore

    Josh: I understand that, Do not worry I know what Im doing. You have to do it,.

    Poor Customer: sorry..there is not a problem that is so complex for a higher level support to be over 2 hrs

    Poor Customer: there is something fishy

  20. don parish Says:

    Wow I have had almost the same conversation with Josh and Nigel over the past year, only my problem was a beep that would interrupt the mj connection and then kick me off of the internet. I am not nearly as smart computer wise as you so I was really upset with these people, they finally agreed to send me a new unit, of course with the possibility of a recharge, plugged in the new mj and my first call it kicked me off the internet, I don’t really know if it is MJ or AT&T but it doesn’t work right for me so I am done with mj. Thanks for posting my exact conversation with Josh
    Don

  21. sno Says:

    i just got this thing, and i get CHOPPY AUDIO like crazy…

    can anyone help???????????????????

  22. Charlene Dryer Says:

    I have 3 magicjacks. Two are for my office, and I have disconnected all my ATT services except my internet. I have used my MagicJacks on many different computers and with many different internet connections. Most of the few problems I have encountered were with computer problems (memory low, etc.) or slow internet connections (go to http://www.speedtest.net to check yours). I love my Magicjacks. I will be getting another one soon, purchasing the 5 year program for my existing ones and buying Magicjacks for everyone I care enough about to spend $39.95 on for the holidays.

    I am so intrigued by the guys who say they are using MJ for faxing. I’ll probably buy two and use one for my fa number

    One feature that no one really talks about that I really love is the voicemail in email. This feature allows you to save voicemails to your computer in a client file forever.

  23. Lucy Says:

    Like others I have had choppy connections and dropped calls. (Once I was in the middle of a job interview and the connection was so choppy that I didn’t hear som of the questions!) The problem is intermittent and so I can never predict how/when it will happen again.

    I have made 5 calls to tech support and spent over 11 hours (I’ve timed them) over the last 2 months trying to get the issue solved. Each time I’d have to go through the entire process of explaining the symptoms and go through all of their standard procedures again. Each time they would say “ok, the problem should be ok now.” Later the problem would happen again. I’d call them back, have to go through the entire process with someone new. I’ve been begging them to send me a new jack and it wasn’t until I threated to voice a complaint that they finally agreed to send me one.

    I love the product but I need help fixing the problem, not a person on the other end of the chat who only repeats phrases out of a manual.

  24. Isearchee Says:

    If you have DVD burning software on your machine and are experiencing conflicts with MagicJack then listen up! This just might fix your problem.

    1.) know and understand how magic Jack works. It uses Virtual Drive technology that allows Magic Jack to work and store the contact lists andcall history. To fix this uninstall ROXIO and or NERO burning related softwares. Power2Go is a ROXIO burning software too, DEEPBURNER, DVD FAB, any dvd burning software. Remove it completely. restart the PC.

    2.) open the Run Box from the start menu or press Windows Key + R, then type regedit.

    3.) Press CTRL + F for the find/search feature, then type TigerJet/MagicJack look for one of those two names.

    4.) Look to see if the found entries have been a single Key, or a folder. IF just a single key with other driver reg keys then remove only the Tiger Jet/MagicJack entries. If the found text is in a Folder with the folder name of the listed TigerJet/MagicJack names then delete those. When you are done there are about 15-20 Deleted items.

    5.) Shut down the PC. When the PC is turned off insert the Jack into a well powered USB port. For troubleshooting and power issues use one of the back panel Jacks, without the extension USB cord.

    6.) Restart with Magic Jack inserted into a USB 2.0 jack. Magic Jack will not work in a 1.x port (Only if Nero and Roxio software have been removed) allow the registration to complete. restart.

    7.) reinstall burning software according to the software specifications, or recovery partition from OEM manufacture such as HP. restart PC and you are set installed and fully functional.

    These Software collide because of the abilities to burn from virtual drive directory structure. Other software like ISOUltra, which can mount a virtual drive to run ISO files may also need to be removed prior to inserting magic jack.

    AFTER YOU HAVE MAGIC JACK INSTALLED YOU WILL NO LONGER HAVE THIS PROBLEM. THERE IS ALSO A UPDATED PATCH FOR IT ON THE MAGICJACK.COM SUPPORT LINKS. BEST GO DOWNLOAD THAT TOO! IF YOU LAUNCH THIS BEFORE INSERTING THE JACK IT WILL USE THE MOST UPDATED PACK, AND NOT USE THE ONE FLASHED ONTO THE JACK.

    Magic Jack Rocks! so now you can enjoy it. This is the only real bug with burners and it only effects 1 of my 5 PC’s that all use the same software, this bug has to do with the firmware on your CD/DVD ROM!!! It will never be fixed, until you have a 100% compatible software, which will require your burning software developer to comply to Magic jack and avoid the similarities to the emulation used in MagicJack.

  25. lakeside209 Says:

    Received magicjack two days ago. Installed today. Got my download right away. Installed. Got my phone number. Got a dial tone. Will not call out.
    Called the NO-HELP DESK. Chatted online with two people. Could not get magicjack to call out.
    I requested an RMA and was able to get that right away.
    The people in trouble shooting don’t seem to really care.
    If I could get a dial tone, how come someone from magicjack could not call me???

    Would not recommend buying this product.
    Phil

  26. Dan Says:

    Well..after spending 9 hours online in chats with MaryKate, Don, Hero, Glenda, etc ….still can not get the phone to ring. Shows the call is incoming on caller id…but no ring. MJ “lack” of support, 12 different techs can not resolve the issue. I don’t care how cheap a customer product is….we all want what we buy to work. This is being returned !!! I will not recommend to anyone.

    D

  27. Joseph from Georgia, USA Says:

    Magic Jack is an excellent device. Please if you have any problem, the first thing you would do is to click on MENU. Next click on ADVANCED USERS and finally click on RUN MAGICFIX. This will fix the problem. I have been using Magic Jack for a month now and have no problem with it. When problem occur I would simply click on menu, advanced users, and run majicfix. This gets the problem resolved.

  28. Debbie Says:

    It worked well at first, but within a short time, people would complain to me of a clicking noise and very broken audio quality; like a bad cell phone connection. I spent HOURS in online support. I did the upgrades, followed directions and ultimately, the poor audio quality continues. My end sounds great, much better than the previous VOIP phone, but now nobody will call me because it is impossible for them to understand me. Since magic jack NEVER TALKS to anybody, they don’t seem to understand how frustrating that is. I would not recommend it to anyone and the next time I get paid, I will finally toss it in the garbage can and go back to VOIP phone service.

  29. Frank in the Boston area Says:

    For $1 a month you simply can NOT go wrong. Other VoIP services cost 20x as much. The key is to use MajicJack as line 2. Keep a basic stripped-down landline as line 1 for incoming calls and local outgoing calls as well as 911 ect. Or just do what everyone else does and use your cellphone for backup. Also, the problems are almost always related to something other than the MajicJack device like your internet service or your computer. One good tip is to optimize the computers performance for programs runing in the background rather than the foreground. I also heard you can run MJ as a service. There are many good tips on majicjacksupport.com. For those not wanting to keep their computer on, you can plug MajicJack into a ThinClient (a miniature very basic stripped-down computer with no moving parts) and then plug the TC into your router like a computer. That way the TC is dedicated for the MJ and you can shut down your computer whenever you want to.

  30. Stan Says:

    I have been thru three high level techs at MagikJack and I still cannot make an International phone call to Country Code 370, can anyone help me.

  31. Marie Says:

    Does any one know how to contact MJ corporate? I bought one in a store a couple of months ago and it stopped working. Spent more than 2 hours online w/o getting issue resolved and when I asked for a replacement be sent to me I was told I do not qualify since I didn’t purchase online. So too bad about warranty. This really sucks!

    When I asked for a supervisor or another contact e-mail or number they refused to put me in touch w/ any one else. OK, how many call centers, tech help desks or customer service centers have NO MANAGERS? Like I told mty tech support guy, if the building burned down they would know who to call to get their next paycheck so hook me up with them!

  32. Amos A Atol Says:

    I have to same problem as outlined in (Are You Having Problems)I haven’t solve the problem yet.

    1. I searched my registry for magic Jack and tiger jet and remove all of the registry entries that I found.

    2. I search all of my files including system files for Magic Jack and tiger jet and deleted all of the files that I found.

    3. I reinstalled magic jack and had the same problem.

    4. I plugged the magic jack into my laptop and it worked.

    5. Based on the afore mentioned, I have concluded that their continues to be some changes made to my desktop that I can’t find and return to pre magic jack condition.

  33. Amos A Atol Says:

    by shep_uk – 8/13/07 12:08 PM In reply to: Windows Vista, Limewire, and CD/DVD drive problem??? by katzmusik

    Same problem, same hardware… here’s how I solved it:

    The fault is (apparently) caused by 3rd party CD-burning software installing invalid/faulty “filters” on top of your basic CD drivers. When these go wrong, windows has problems starting the driver successfully.

    Fortunately, you can get rid of these filters with a quick registry edit:

    1. Run regedit

    2. Navigate to the following key:

    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}

    3. Delete the “UpperFilters” entry

    4. Delete the “LowerFilters” entry

    5. Close regedit

    6. Reboot your machine

    Voila! – your drive should be back :)

    I tried this and finally Magic Jack is working fine.

  34. Dave Says:

    I have had magic jack for more than 4 months now, with basically no problems. The line cord is plugged into a wall jack in my office and supplies 5 phones in the house. On a couple of calls it did get a little distorted for a few second, but then returned to normal. I make many calls from magic jack in the US to a vonage line in Mexico that are clear as can be. The only problem I experienced on setup was that I was powering all the phones in my house that were previously serviced by a Verizon land line. I was getting a hum in the line that was disturbing. The fix was to go out to the service box and disconnect Verizons land line wires, thus insulating my house from the low voltage that comes in from the street that was creating the hum. Once that was done magic jack worked fine.

  35. Happy Says:

    I bought magicjack. I first borrowed one from a friend, then I bought one. Here is the break down…

    1) The faster your internet connection is, the better majicjack is going to be. Remember, your “upload” speed has a lot to do with this. If your internet connection is not fast enough, your going to have “drop outs” and disconnects in your conversation. This will also increase if someone is using the internet at the same time.

    2) Having magicjack on a desktop computer or laptop that is on wireless, and your also bound to have the same problem as above.

    3) using a cordless phone also produces “drop outs” and disconnects, use a wired phone if possible.

    4) The other thing that people do not talk about, is the VoIP network that magicjack uses.. remember people.. that this VoIP network that magicjack uses is “not” owned by them, it owned by a separate company. Also note that this VoIP network is not perfect and many times seems to be overloaded. I’m sure some of you have gotten at times, “were sorry all circuits are busy”.

    All in all, $19.99 a year is a still a good deal considering. You get what you pay for.

  36. Jake Says:

    If you want the phone to ring you have to have a powered phone like a phone system, etc.. The MJ doesn’t have the same power as a regular phone line does.

  37. cloudtipper Says:

    I have had the same conversation as POOR CUSTOMER ON 07/28/2009 (4) times since March 2009. And after each session, I was more frustrated than before. It felt like 2 hours of interrogation by unfriendly sources. I have never gone in circles like that before.
    I had MJ for a full year & never had any serious problems. In March, 2009 my year’s service was up. I was out-of state during that time so I guess no service for 2-3 days. I renewed for 5 years & after that I would get the message that MJ would not run with my version of Windows. (HUH?)
    I had the same Windows but for weeks when I would plug in my MJ, I got same message. each time I contacted MJ help, the sessions lasted from 45 min-1 hr.
    The problem started when my service lapsed. Maybe MJ can take your phone out of service. I just know that when I renewed, it was the same problem each time I tried to use it.
    I think the problem is their help.
    It sure would be convient to be able to use the MagicJack, I mean when I get over the mental problems it has caused.

  38. Phil Photoman Says:

    I purchased magic jack today and went to install it. It only has one area code for the state of Connecticut (we’ve had two for the past ten years at least). If anyone from my area called me on magic jack, they would have to make a toll call (that’s what Jezebell at magicjack.com told me). Needless to say, I unplugged it, took it back to the store, and got a refund.

  39. bill Says:

    I can make outgoing calls, but when anyone tries to call ME through this magicjack, they get a “number disconnected” recording. This this is really a piece of junk. And customer service is a joke. You talk to one guy that makes you run the download three times, then he transfers you to a “higher specialist” who makes you download again, then says a crack team will be on the problem within 48 hours to fix my problem. Of course, 48 hours comes and goes and nothing is solved.

    Anyone wanna buy a slightly used magicjack for $10 that only makes outgoing calls and won’t take incoming calls?

  40. Daleri Says:

    I am saving hundreds of dollars with Magic Jack calling to Brazil using calling cards. I will be taking another one to Brazil so that my calls will be totally free.

  41. Donna Says:

    Help,I have had magicjack for awhile now, garbly connections all the time and sometimes can here myself in the background while talking to another party. But worst is I have lost my dvd drive! everytime I go to use it, It comes up saying “Unaccessable because of an I/O error.
    When I check the magicjack drive it lists it as a cdrom dvd drive! E and F.

  42. Betty Wilson Says:

    I was thoroughly taken in by Majic Jack and am going on a campaign to enlighten people about the piss poor quality of this “service” … I am a senior living on $800 a month. I thought this was the answer to a prayer…Well it WAS NOT. They did not give me 30 days free service…I was billed immediately for the 5 year ‘special’… You cannot reach them by Email, post office, or phone. I have learned a very hard and painful lesson. you learn NOTHING from the chat lines with them…they are like robots. I am now going to have a take the little that I saved for Christmas presents and buy a cell phone (I hate Qwest!) …and just admit to myself that I was a stupid old fool. OH YES…when people call ME I can hear them…but I seldom can call out…nothing but static…and sometimes it is dropped. I think they “allow” enough phones to work…but the rest of us have been suckers. If that sounds like ‘conspiracy’…well, too bad. This really hurts me. I do wish everyone well. If YOUR majic jack works…you are lucky.
    IF ONLY you could get some REAL HELP from those crooks…but you can’t.

  43. Angus Says:

    I bought a MagicJack last year and it works pretty well. I wanted a number in Canada; none were available but I was assured that when they were available I could change my number for free. Now numbers in Canada are available but they won’t let me change. the live chat somewhere in Asia said I could only change a number on an unregistered MagicJack. If it’s not registered what is there to change? The folks at the call centre are idiots. they don’t answer your questions ever. So i bought another MagicJack and despite the fact that there website says a Canadian number is available it is not. And the site still says I could take any number and change later. Bottom line is these people are crooks and they don’t have the decency to talk to you or even provide a postal address.

  44. H. T. Says:

    The monster arrived within 3 days, along with the non sequitur words of wisdom from the on line chat chatterer. How kind of MJ to tell me of the abuse I should expect to receive from them even before I was able to plug it in! The unethical tenor of MJ is revealed within its refusal to provide all of the customary contact information. Hoping for the best but mindful of the now obvious advantage of a credit card purchase that will allow me to back out that charge if MJ fails to keep its promises and secure my own 30 day ‘warrantee’ period.

  45. Mark Greenspun Says:

    I have audio cutout problems with Magic Jack..
    Chatted with 7 of their technicans for 5 hours of multiple fixes. Not one of their fixes does anything to clear up my cutting out audio problem. WE have tried 16 different fixes with them but still have problems. So I bought a new computer, installed 3gig high speed internet, and bought a new magic jack, SAME PROBLEM… I only hear about half of any conversation and visa-versa for the listener. Half the time the phone will not hang up so callers get a busy signal. It is just the worst computing problem I have ever encountered. After they fix my magic jack, if they can, i am taking them to small claims court to re-coup the last 3 days of my life trying desperately to get a working Magic Jack. Anyone else experiencing this cutout problem with conversations on Magic Jack? Also there mus be a phone number for their company so I can talk to an Executive. Does anyone have either a phone number for them or an address?

  46. MajikJakUser Says:

    I tend to use VPN – doesn’t work at all through a VPN. There is an unaddressed issue regarding domain policy and working off the VPN and outside of the domain that reflects permission issues that come and go in the Windows 7 environment. Installing products that use (less than) Net Framework 3 can trigger the permission issues. (Users/[username]/ApplicationData/mjusbsp/ (see security – folder owner). It may not necessarily be Magic Jack that causes the issue, but the reliance on the administrator not losing the required permission for Magic Jack (magicjackloader.exe) to run with permissions is an issue.

  47. roy Says:

    I have several solutions to correcting poor audio quality when using Magicjack, especially the problem with calls fading in and out. I will send you these tweak adjustments for a nominal fee of $1.00. What do you have to lose……..nothing. These adjustments have been successful 90% of the time and will not cause any problems with your PC. You can contact me at ezroyboy@gmail.net for more information.

  48. Tndrft Says:

    Ordered two products with 30 day free trial before credit card was to be used. Hello!!! card was used twice before product was even shipped once for $46.90 and once for $183..80 both on 02/08/2010. Never could get the things to work. Have Hughes Network for internet provider. When I submit request for return instructions was advised that they have no record of my purchase within the last 30 days. today is 02/18/2010. that is only ten days from the shipment day. Why the misinformation as to the card not to used until trial peroid was over, why card used two times and what the hell is the outlandish amount being charged. I have documentation for all the above.
    without proper and prompt reply I will cause them more money than if they would refund .

  49. hank Says:

    it’s a comcast conspiracy to sabotage the competition

  50. Pat Murphy Says:

    I purchased a MajicJack for my brother, who was being deployed to IRAQ. He is technology challenged, so I also purchased him a new HP laptop … installed Skype, … It was two months later … he never tested anything. Finally, he called me from Iraq via Skype (which I also pre-tested). He could not access his MajicJack at all. I had forgotten all his account information … except for the phone number, and my e-mail address (which I originally configured the MajicJack up for). I first used the MajicJack homepage, to retrieve the logon password (sent via e-mail) to retrieve the on-line password for this account. Got it within 10 seconds. Next, since I had changed the voice-mail password, I used the MajicJack Chat tool. Within 2-minutes, I was able to use my home (Vonage) phone to call and re-setup his voice-mail. I’m now thinking about getting rid of Vonage, and going with MajicJack for my home!!! Great Support at MajicJack!!!

  51. AB Ceneta Says:

    Purchased Magicjack in 2008 and it will expire in 2013 for I subscribed for 5 years because I’d like to save money from my phone bill as what the ads says on tvs. Never have problem for about almost 2 years but in this year, my MJ can not receive call. I can call but receiving call is impossible because it is always busy line. I tried calling my Magicjack from my workplace, can’t get through because the line is always busy. Now saving money from my phone bill is not true because I can’t cancel qwest phone service, actually I made a terrible mistake by getting 5 year subscription with MJ. MagicJack’s Tech Support can not do anything good for their device. I chatted with 4 technicians but non of them solved this kind of issue.

  52. GC Says:

    It should be called Magic Crap. I have spent hours with MJ support trying to fix the audio problems I am having. No luck so far.

  53. MZB Says:

    A friend of mine bought one with a 5-year plan. It “expired” in one year – because the unit came with 1 year of service included.
    My friend was expected to renew service using a special 5-year-plan code. After a year, the original materials were … secure.
    However, magicJack does have a chat help service (takes some digging through their FAQ system) and we got it going again.
    My friend was surprised to learn there’s 5 years left, not 4!
    [
    I suggest some complaints about magicJack call quality have roots in issues solveable only by a networking/computing guru.
    Chats can only help so much. Try-before-you-buy applies – and you must deal with it promptly.
    [
    Ringing is limited by the REN, or Ringer Equivalence Number, which adds up quickly with some phones – has to be 1.00 or less.

  54. dss247 Says:

    It’s now April 13th and I’m getting very tired of have to keep e-mailing and phoning the company “http://www.canadianmagicjack.ca/” just to get no response to the where abouts of my $212.00

    I sent them back in January. I have even tried to phone this Neil Adams guy who posts his phone number everywhere he goes but there is no such person when I call it..”You have the wrong number” is what I’ve been told twice when I called.

    Does this company even exist, Did I sent my money into outer space. I have since picked up a usb magicjack that works just fine from a local dealer so I at least have a phone until one day by “magic” the ata shows up. I was not aware about the other magicjack company running out of Hamilton,Ontario until it was to late.

    I have demanded a refund of my money and not heard a word, I can’t even get them on the phone now.
    Stay clear of these thieves in Vancouver
    I’ll post an update if anything happens

  55. Robert B Says:

    Occasional connection static, which is totally acceptable for having only to pay for having such freedom. However, my entire family from Canada cannot call me without a busy signal. I have spoken with 3 techs on 3 different occasions who just refer me to other techs, who I believe are paid to stall customers to the point to where they give up.

  56. Matt B Says:

    Majic Jack works well most of the time. My wife and I use it to call family and friends in Brazil. We sent two MJ’s to Brazil, so the calls are free. We also buy the international minutes, which is cheaper than Skype Out (since Skype charges the “connection fees”). Occasionally we cannot get the calls to Brazil landlines or cell phones to work. In that case, we spend the extra $0.13 connection fee using Skype. I feel like such a cheap bastard complaining about $0.13… I sure get used to not paying squat for phone calls!!! My advice is this: use a MJ and have a backup phone, whether it’s a cell phone, vonage, skype, etc..

  57. Charlie St Pierre Says:

    Will the Magic Jackwork with Ipod?

  58. jim kink Says:

    purchased mj for a 2nd line for fax. Forget it. It works about 2% of the time. For strictly voice calls it’s fine. Wish they’d fix the faxing out issue

  59. Mathew Caplan Says:

    Definately product. I do computer repair for the district courts in my state so its easy to understand I am well computer savvy. I ended up repairing a computer for another individual customer whose machine had all but destroyed its ability to start up. I ended up having to rebuild the entire system from scratch and had it working beautifully. Finished and plugged in his magic jack and soon as I tried to restart the system it was back to the exact same prob as before. Unplugged magicjack, did a bios reset and good as new. MagicJack has way to many issues both in the hardware and software of its system… do yourself a favor… USE SKYPE!!!!

  60. JW Says:

    I was in love with the potential of mj, I could travel anywhere in the world and call the USA with no problem, but sometimes the call clarity was poor but I could put up with that, but the service stunk. These people did not know what they were doing and it was a mess, I finally converted to Skype which is great, if you just want to make phone calls it is is $2.99 per month and $18 to get a tele #, comes out to the same.

  61. BKJ Says:

    Can you FAX with Magic Jack? ? I haven’t been able to make that work yet.

  62. marilyn Says:

    Bought mj over a year ago and have not had any problems with it. I have a old computer in the basement which I installed mj on I renewed mj in march and hopefully will do again next march. I cancelled my land line and have a cell phone just in case the power goes out when it stormes. I highly recommend mj. I save over a hundred dollars a month. I’m 60 and not computer smart.

  63. Kellas Says:

    I was very happy with magicjack. We signed up and paid for the initial 6 years right off the bat. Since I have a 2 year old who would try and pull it out and inevitably break it we decided to leave it unplugged. We still received voicemails and had our cell phones, so it was no problem. After a year though and not having it plugged in for quite some time I tried to use it and it didn’t work. I found the original email from magicjack which contained a renewal code. After signing into their website I found a spot for it and “applied” it. Well, it immediately changed my phone #. When I contacted their excuse for customer service they said my phone number had been revoked and deactivated and there was no way to get it back. When I tried to explain that I had already paid for another 5 years that apparently didn’t matter and there was nothing they could do. Then I was told that they would submit it to upper management and I should be contacted via email. I never received an email and when I contacted customer support again they said that basically it would never go to upper management b/c it was not possible to get the # back. They also said I’d never be contacted via email b/c they have a 24/7 chat. Needless to say I was EXTREMELY disasspointed in their customer service and their company. I suggested that customers should at least get 1 email to say their initial service has expired and that you must provide a renewal code even if you initially paid for 6 years.

  64. J.D. Says:

    When it works, magicJack works great for me. Unfortunately, they have blocked a bunch of area codes and exchanges in rural areas (including Alaska) because of the high cost of connect fees. We’ve had to purchase a long distance calling card for those calls which defeats the purpose of magicJack with “free calls” to the U.S. which isn’t true.

  65. Premasis Says:

    Hi there, If anyone having problem with toggle the telephone. Here is the solution.

    1. It might be the reason that the USB Handset (speaker and Mic) is disable.
    2. to enable it please right click on the sound icon on taskbar and select Playback devices.
    3. Then right click and select ‘Show disabled devices’ Enable all the USB Handset, do the same in Recordings tab.

    Now try to toggle it it Telephone Mode.

    This works for me…

    But Sad the MJ Techsupport could not resolve it. I did myself.
    Prem

  66. Len Piasecki Says:

    I purchaseed a mj and for a while it worked great, now nothing but priblems. I can’t call 618-787-xxxx,618-249-xxxx and my call forwarding doesn’t work. Magic Jack knows about ehese problems but has elected to do nothing about them saying it would be too costly to fix. Yet in their commercial nothing is said about not being able to call certain areas of the country. False advertising or what?

  67. Dave Says:

    i just got my magic jack for faxing on my laptop from the road. im a truck driver and it wouldd be so much easier to fax from anywhere but i cannot get my fax to go through using magic jack. please anyone help. im using a brand new HP fax machine, maybe someone could let me know what to do to make it work. im stimped. thanks

  68. Nigel Says:

    My Magic Jack worked fine for about one and a half years. Then it would not call some numbers within my area code. I contact them via chat. Three weeks go by with no response. I contact them again and within an hour the phone will not call any number anywhere. Then it goes back to calling only some numbers in the area code.
    I think they tried to fix it. I was very happy with this service for the first year and a half but I would not recommend using this as your only phone. It sends my incoming messages to email which I get on my cell which is good.

  69. Tom Says:

    Not only was the audio quality poor from the first time I plugged it in (echoing, ratcheting, very noisy, dropped phrases), I also had to reboot both my PC and MajicJack at least twice a week (sometimes twice a day) to keep it working. Over the course of this past year, I have spent at least 35 hours in chats with their totally ineffective and knowledge-less support staff. The above-quoted chat with “poor customer” is a fine example of how these would go. No matter how many times I would explain the problems to them, they would always end up suggesting something else was wrong, or telling me my PC, Internet, or phone was the problem, and suggesting worthless ‘solutions’ that never fixed anything!

    I am a retired Broadcast Enginer. I know how telephones, computers and the internet work. None of these could have been the cause of my problems. I also know that the entity formerly known as ‘Ma Bell’ would ALWAYS blame your equipment, your connections, etc, instead of admitting that they were at fault (On many occaisions, I challenged them, and proved it WAS their problem!). It looks like MagicJack has adopted Ma Bell’s attitude of always blaming the customer.

    Now that my 1st year is up, I have installed my MagicJack where it belongs – in the trash can – and gone back to Vonage! DO NOT BUY THIS PRODUCT, and if you do, Heaven help you.

  70. Tom Says:

    Dave –

    I too wanted to usemy MJ for a fax line, but it wouldn’t work. Aftera chat with their CS, I was told that it wasn’t intended to work with a fax machine. It would have been very nice if they would mention that in their advertising!

  71. THIS COULD BE YOU! Says:

    Better think many times before you run that little bad boy. I thought I was saving $$. It has cost me 10 times the trouble after installing it and mostly from their tech support people, not knowing what they are doing. When they know they really screwed your PC up, they cut your chat off completely for you to call in all over again and start the horrid process again.

    Today, from 7pm until 3am on straight chat with them accept when they cut you off, and you start all over from square one and NOBODY WILL BOTHER TO EVEN ATTEMPT to read the prior session. I went through 5 diff people alone today and 8 hours straight, not exaggerating one bit. They only know the basics. That is it. I bought the mj unit on Jan 3rd, 2010. Since installing it, it took 5 hrs the first day and when they were finally done, my speaker icon disappeared from the tool bar and now can now longer be found under audio and sound in control panel. I have no sound even though the speakers are all plugged in same as before they did anything.

    When they finally did get the mj running, after running many of their marvelous upgrades they want you to click on and run while in support, my DVD drive and separate CD Rom drive both do not work now. I have spent 15 hrs total trying to get them to undo WTF they did, even allowing their techs to remotely take my cpu over, which by the way will take an addition minimum of an hour for you to wait for a sr tech to come to the line, that does not include the 5 hrs you spent getting to that point. If you do get lucky and get a sr tech, you better be watching or they will end the chat once they come on if you do not respond instantly. So you get to wait hours and they will not wait for you one minute. Its flat out rediculous.

    Every time a new tech did come on, they completely ignored what I was telling them, completely refused to read the past chat session, and literally have you do the same damn thing over and over and over. I bet I chatted with 10 different techs total and 5 of them were supposedly their top 10%, then their were the addional 2 sr techs I had to wait minimum of an extra hour each for the remote tech to take your pc over. They are clueless and ignore you when you tell them the last 5 guys tried the same thing and it didn’t work, so do something different.

    These are their favorite commands, they must all use a cheat sheet, because it’s what every single tech did over and over.

    dxdiag.exe……….that is your cpu’s directx diagnostic tool

    system restore to prior date……….. which btw never works, anytime I tried system restore on my own as well, it would never accept another date to go back to.

    devmgmt.msc………….to try to upgrade your drivers, they really love that one, its everyone’s fav at MJ

    firewall.cpl……………..really, turning off my firewall will bring my speakers back, unbelievable

    msconfig………………..so they can re-enable all of your icons that you personally had disabled yrs ago, and now your pc is back to a crawl on start up.

    That’s it, aside from a view links they want you to click on that they provide, which ultimately screwed my drives. That is all they know how to do.

    Now my cpu is totally jacked up thanks to magic jack and their horrid support team. Seriously, if you are thinking of running this, put it on a cpu that you do not care what happens to it. Now I am going to have to pay Dell support to get my dual tray burner and cd-rom and speakers working again that is if it id even possible. Not kidding, none of these work anymore.

    The thing that really burns me is my cpu warned me when he wanted to run a link he provided, it said “warning, running this program may make your DVD player/ burner inoperable” I told him specifically what the warning said and he said ” ignore it, it will be fine” I told him if it screws up my drive, I’ll be super ticked, he said, “don’t worry, it will come back after reboot” Thanks to that Jack_SS, they quit working!

    Did the phone ever work, yeah it did. Was it worth me losing 2 separate drives, dual tray DVD burner/ player and CD rom drive and the speakers not to mention the lost nights, NFW!

    Oh, one last thing, be prepared to be prompted to buy additional yrs, warranty, insurance, vanity #’s, etc, etc. There are like 8 different things they try to get you to buy over and over with your CC through the install process.

    To those of you that had a good experience, consider yourself very lucky.

  72. THIS COULD BE YOU!! Says:

    I GOT MY SPEAKERS WORKING!! Well one down, 2 drives to go.

    Under Audio and Sounds, I switched ALL 3 default playback SOUNDS, RECORDING AND MUSIC PLAYBACK

    to “CREATIVE SB SERIES LIVE”

    15 hrs of support with MJ techs and sr techs and I figured it out. They are worthless!

    I know they just read from a screen that tells them how to trouble shoot different scenarios.

    The MJ may not work now but who cares, I’ll take it back to Walgreens for a full refund.

    I only bought a yrs worth even though many, many times they tried to suck me in for 2,4 and 5 yrs upon registration. Do not do it! Over 5 yrs, you may save a whopping 20 bucks, why risk it?

    People that do like this unit, only do one yr at a time, you have no clue where they will be in 5 yrs….probably shutdown as cable will figure a way to block their device from working. Cox tried like hell to get me to keep the phone and whole bundle complete.

    I am sure Cable Co engineers are trying to figure a way to block this device.

  73. just browsing Says:

    to:

    Charlene Dryer Says:
    August 11th, 2009 at 9:03 pm
    I have 3 magicjacks. Two are for my office, and I have disconnected all my ATT services except my internet. I have used my MagicJacks on many different computers and with many different internet connections. Most of the few problems I have encountered were with computer problems (memory low, etc.) or slow internet connections (go to http://www.speedtest.net to check yours). I love my Magicjacks. I will be getting another one soon, purchasing the 5 year program for my existing ones and buying Magicjacks for everyone I care enough about to spend $39.95 on for the holidays.

    I am so intrigued by the guys who say they are using MJ for faxing. I’ll probably buy two and use one for my fa number

    One feature that no one really talks about that I really love is the voicemail in email. This feature allows you to save voicemails to your computer in a client file forever.

    I say:

    Really Charlene, sounds like the plug you make for magic jack, you could be perceived as an employee in their marketing dept. Nothing but good things to say and 3 units(buying 5yrs up front), potentially buying two more and no problems, really???.

    That voicemail feature you speak of sounds just dandy, too bad when the MJ jacks up your entire pc, one will have to do a system restore and lose everything unless they back up to an external drive creating a folder for hundreds of emails that will have to be transferred one at a time. What fun that will be.

    An answering machine would be just that much easier and one would not have to phone in or look at their email.

    Whoopsy, here is a feature you do not list, too bad you can’t use a digital machine unless you set it to 3 rings as MJ defaults to 4 rings and is not possible to change unless they make a system upgrade for it, which in over 5yrs they have not. I do not know anyone that runs to the phone in two rings hoping to beat the machine.

    I will give you an employee”s # that does work there and maybe if people call and complain to her she might make something happen, or change her #. Heck, maybe she is not even real, she never has returned my calls.

    Public Relations for magicJack LP
    Kari Hernandez, 512-382-8982
    kari@ink-pr.com

  74. Dr, ADAHAN Says:

    iT WORKED FOR A MONTH AND THEN MY CLIENTS COULD NO LONGER HEAR ME, ALTHOUGH I COULD HEAR THEM. I SPENT FIVE HOURS DURING 2 DAYS WHILE THE TECH SUPPORT TRIED ALL THEIR TRICKS. 5 FRUSTRATING HOURS! THEN THEY KEPT HANGING UP ON ME. A TERRIBLE PRODUCT. TERRIBLE!

  75. Henry Ansar Says:

    I suggest to those who plan to install Magic Jack; Do a full system back up before installation. I do this and if i have a problem I just restore and problem is solved. This will not help if you have already installed it so just consider this as a heads-up for the future.

  76. Lili Says:

    Horrid horrid product. I only read this once I’ve attempted to insall and use this product. Now I’m absolutely stuck. Not impressed at all

  77. Veronica Says:

    I have had majic jack for a year and I have experienced the same issues that everyone have been getting. I deal with it because of the cheap product but now I am very frustrated and unhappy because I put money on my account to make international calls and I was not able to get any calls out. I requested a credit and was told that since I attended to use the product to make international calls, a credit will not be issued. I have chatted with agents for over a month and all I got was the run around. Customer service stinks, they are thieves and bad business ethics. If anyone already started a class action suit, I will be more than happy to supply my information.

  78. Thomas B Says:

    I used (past tense) Magic Jack for several months without problem. But then, out of the blue, I began experiencing the voice signal cutting in and out. I spent several hours (26!) with the MJ service chat line, but none of those people could find or suggest a solution. Finally, they offered to replace my unit, provided I pay for shipping and handling ($9), and when that unit arrived and was plugged in, its signal also cut in and out. I tried the unit on my wife’s computer, with the very same problem. So, I now have two MJ units, neither of which works as it is supposed to. I use Skype for video cam calls to relatives and friends in Europe–no problem at all. For domestic long distance, I am now using totally free Google Phone, and, although a bit limited, it so far presents no voice or signal problems at all. If your Magic Jack service is clear and steady, stay with it. If not, you’ll likely be frustrated in your attempts to find an answer that works.

  79. Mrs Brown Says:

    I have just bought 3 Magic Jack and register all three under different email addresses. One of the email was the office’s email and as the password is sent to the email, I am not able to receive as the office program block this email so I am desperate. Is there any way to unregister the Magic Jack and register again with a new email??? Thanks a lot for the support.

  80. helmy hanna Says:

    My magicjack stopped working.It gives “error 401′.I desperetly need it working.What can I do??.

  81. José Magno dos Santos Pereira Says:

    We subscribed for MJ for 2 years, in order to talk to ou son and family who live in the USA.
    When we tried to renew our subscripton there was a mistake with Credicard, but we are sure we payed.
    My Credicard is 4032 1700 1652 4352 – Invoice value of US34,71 – R$ 271,89 payd 07/02/11.
    Our MJ phone number is 979 – 482 9519,

    Could you please solve our problem ? Thanks, José Magno dos Santos Pereira.

  82. Jeff Says:

    I have had magicJack for a few months now and added another to a second computer…I very computer savvy and due to a lack of help desk support fixing the many problems I have, I have learned just remove MJ and reload it from scratch…support is terrible and I have spent many hours online with them trying to get it fixed…up to the point of letting live looks access my computer…and still not fixed.
    You can talk about being happy, if I make it to my first year without trashing the whole thing I don’t think I will sign up for a second year

  83. MJOK Says:

    When my husband lost his job the first thig we cut out of our expenses was our highspeed internet, VOIP service and our HD cable service. I cut it all down to the very basics which left us without phone service. I ordered the Majic Jack because it was very affordable. Yes, I have had problems here and there with call quality and just recently my MJ quite working so I had to chat with support. I could have been upset at Majic Jack, but I have been an IT Tech for over 12 years so I understand how all of this works. First of all, the quality of the call is going to depend on the speed of your internet connection. I have Road Runner light, so talking on the phone with Majic jackis crystal clear until someone else is streaming video or audio on my home network. Is that Majic Jacks fault? Absolutely not. Second, when My Magic Jack quite working, I hopped on my computer and contacted their support through chat. Yes, it took a little while to get someone on the line, but I can imagine that the low price of these things, the number that they sell, and the technical understanding that it requires probably creates a demand for support that they cannot afford. Anyway, chat support did resolve my issue and guess who’s issue it was? Mine. My kids had downloaded garbage on the pc that the jack was installed on and this interfered with the software. I installed it on another computer and it worked just fine. Again, that is nothing that Magicjack has any control over. I imagine this type of thing happens all the time. Do people really expect Majic Jack to employ people to solve problems that people bring on themselves? Sad, but it happens all teh time in the tech industry. Majic Jack should try to sell computer tech support too!

  84. s. bruce Says:

    I hate Magic Jack, am trying to find a way to get the RMA # required to return it…suddenly they have no record of my purchase or my credit card number, altho they have already charged my card for the number transport. FUNNY HUH? I too have spent 2 whole days on line with their so-called customer support…NON-EXISTANT…I have talked to Roxanne, Anthony and Jenny…When I try to log-in to my account, I get a big flashing orange and black sign that I can’t get rid of even to input my e-mail address…Can anyone tell me what’s up with that????? I AM SENDING THIS SUCKER BACK…if I can get an RMA # and address, if not, I will cancel this credit card before my 30 day trial is up….I BET THEY WILL CONTACT ME THEN, what do you think?

  85. Marlie D Says:

    I am having a problem faxing out. I can receive faxes but to fax out it says NG for line. Does anyone have any ideas? I have 1 pc with the magic jack and fax is hooked up right.

  86. Chris M Says:

    I haven’t even tried the product yet but I am so disatisfied with the purchase and charges of nealy $500. It seems when site asked if I wanted to update to magicJackPlus they charged me for both and I was billed by two companies, Reboot Marketing for reg. majicJack and majicJack for MajicJackPlus. I still have no clue why and have decided to cancel both because of lack of customer service needs. Online live-chat is not my idea of good customer service, it tells me they don’t want to deal with the public in person and it’s cheaper for them to hide behind the PC screen, very impersonel.

  87. ben Says:

    Although MagicJack advertises the fact that Canadian telephone nymbers are available, they do NOT, as I live on a border and had to accept, with a fee of course, a US number.

    Now, I want to move across the country and I’m told, by one of the airheads on their chat, that I must retain tne same phone number, even though I’ll be moving 3000 miles away.

    This service obviously pays their employees a minimum wage, just to guarantee they will not have the ability to think for themselves, BUT unfortunately they should understand that just because they cannot answer a query, that there ARE other options. If they prefer hiring underpaid workers, I understand that Pakis will fall over themselves running for these jobs.

  88. Betty Says:

    I bought magicjack for about a year and it met all my needs. I even upgraded to the Plus and signed on for another 2 yrs.Big mistake. I have been calling my sister long distance for months with no problem. Now, out of the blue her home phone number has been assigned a conference call and will not go thru unless I purchase a international calling card. She lives in the US. I spent 4 hrs. on the line chatting with their horrible support and all they could tell me was if I wanted to call her I would have to pay. I call that false advertising. Although, I can use this (I think) for local service I would not recommend anyone to buy it. As reading the above comments it stinks. Their customer service were rude and totally unfriendly.

  89. djr Says:

    I owned a prior MJ worked fine but never renewed . Now I decided to buy THE MAGIC JACK PLUS. BIG mistake. I paid $81.64 and was decuted from credit card next day, after recevind and intalles, requeste port a number,wich they charge my card an additional$20.95 including taxes, took MJ 30 days to port number, keep saying was not on my name. I manage dto do after me filling 10 requests on site. On the aniversary of the 30 days trial period. Installed as per instruction, and didn’t work, calls i made drop after salute, can’t receive calls , says MAGIC JACK customer is no available, spent 8 hours first day and 4 the following, 3 more the third day, on chat trying to find problems and they told me to unplug router and moden, I think they did intentionally I asked them if I do so will be disconected, Renard says you call back and ask for me. They never found him in company, other came to help Eric, Jenny , Ayesha, Brenda, I could mention few of them. the last on Ryan says a sugestion , will never work behind a wireless router. I have no other. went visit radio shack and bought a splitter. guy at Radio s says he has one and wokrs behind wireless router, went to compu usa. and they says is the correct way. I ask to have my money refunded, the screen says there is no 30 TRIAL ORDER that match my information. I have to call another company to see if lucky enought to kiss $102. total dolars “good by” but not to loose a number I have since 1985. 3 days agonishing in chat and lost everything. If is a defective equipement have no way to know, there numbers 561 594-9787 and 561-594-2140, (found this numbers on my bank account debits from Magic jack) they never answer but have repeating recordings. Don’t advise any one to buy this new Magic jack plus,
    Wish had read all this and other coment on ask .com before expending money.

  90. Jan Says:

    majic jack was fine until i find out that they only gave me one year additional. When I sign up in January 2011 they said if I bought 3 additional years I could get it for $39.95 so I did now they tell me that my account expired in January 2013 and my canadian number which I paid an additional $10 for was experied in January 2013 I don’t get it try talking to online support still no help.

  91. Michelle Monty Says:

    Magic jack has caused numerous issues with our system including dropped calls, choppy conversations, issues with other computers on our network. This system works it’s way in to your computer and feeds information back and possibly other malicious activities. We purchased a new computer on our network that warned us that the magic jack was considered malware of sorts. We are completely free of this system and do not recommend that the money you save is going to be worth all of the misery you will experience without knowing what is wrong with your computer.

    The main issue is that it works like a BOT. That means that without your knowledge, it collects and sends back to Magic Jack headquarters (whereever that is?) and continues as any Bot does to cause damage to your computer over time. You won’t even know why and it won’t be obvious.

    Thank you for listening to me as I finally had to say something about this product. I plan on going further with this knowledge and documentation as soon as I recover from 2 years of wasted problem solving.

  92. Spikey Says:

    I have used the MJ for nearly 4 years now with only minor issues, most of which are not the fault of MJ. The main issue is connection speed. You need a minimum of 56Kbps uplink speed for the device to work. If you are using your connection for downloads or streaming, it will affect the operation. If you are using any of several DVD burning software, they can affect the way MJ works, which is as a CD drive (Upper and Lower filter registry issues) as previously mentioned. There are also several cable companies that are (clandestinely) interfering with VOIP phone signals to try to force you to use their telephone services.

    If you try to use it from a hotel room, it likely will not work due to bandwidth restrictions placed on individual users to allow most users to have good connection speeds for average web browsing. After all, it is a single connection being shared by MANY clients at one time, including being used by the hotel itself for various purposes! If you have downgraded your ISP service to save money, you likely do not have sufficient up/down speeds to use as an internet connection AND your phone service at the same time.

    The issues with choppy calls is usually due to interference by the ISP or low bandwidth on the connection. I have tried many MJ’s on different ISP connections with widely varying results from no connectivity at all, to absolutely stellar performance with the same MJ product. You can’t blame the issues on the product if it works on some networks, but not others. Most of the issues with poor operation come down to low bandwidth and ISP interference. Cable ISP companies tend to be the worst offenders. ADSL connections tend to be the best, performance-wise. I work as a computer tech and this has been my experience.

    Now, to those who claim that the device is “malware” I offer this explanation. The device needs to communicate with the “home office” server to tell it the location of the device on a regular basis. Otherwise, how do you expect the call to be properly routed to your device? Cell phones do the same thing, even when you are not actively using them! Some people set their anti-virus and firewall configurations too high (I call it PARANOID mode) and this will definitely interfere with your device’s ability to function. You are sending ‘packets’ of data out (your side of the conversation) and receiving ‘packets’ of data (the incoming conversation). The flow of this data needs to be as unrestricted as possible!

    The issues regarding faxing with MJ also comes down to your ISP most of the time. I have been able to send and receive faxes with EVERY MJ I have tested on my (HARD-LINE) ADSL account, even when the same device does NOT work on a cable or FIOS type connection. The issue is called “Latency” and affects all devices. A good test is to go to START, RUN and type CMD. You will get a DOS window. Type in ‘ping google.com’, ‘ping hotmail.com’ or ‘ping yahoo.com’ (without the quotes) and see what the results say. If the ‘time’ reported is significantly higher than 100ms (100ms is 1/10th of a second), it is unlikely that a fax will work on that connection. I use both Vonage (for international) and MJ on the same connection and can fax using either. My ping times are consistently better than 60ms.

    Hopefully this will “clear the air” on many of the complaints that are simply not justified, as the consumers do not understand the underlying technology required to make the device work. Cheap lo-ball internet accounts (or trying to use a DIALUP account!) for much of the problems, while ISP meddling with data packets is another major concern. They will deny it, but my inside company contacts tell me it IS HAPPENING!

    Often I will try out my working Vonage or MJ devices on the same connections as the customer, and they DON’T WORK either. You can’t blame a device for not working on a minimal or interfering ISP connection! Stop threatening the supplier (you litigious b*stards!) because I want my perfectly working devices to continue to work as advertised! Sue them out of business and we all lose! Even the smart ones :-)

  93. dr fred russo Says:

    since I have upgraded from window XP to window 7 optima I have no sounds on my tube as well as my majicjack set up I do have video but no sound thank you my driver is fine and updated as per computer check how do I reset sound

  94. dr ffrederick f russo Says:

    majicjack worked fine with window XP but since I have upgraded from window XP to window 7 optima I have no sounds on my tube as well as my majicjack set up I do have video but no sound thank you my driver is fine and updated as per computer check how do I reset sound this is my first problems with majicjack I have been using now for years

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