I wish I would have checked here before getting myself mixed up in this scam. I went for the free trial, which turned out to cost $50.85. Then, my bank account was charged $93.80. I contacted them within 20 minutes of ordering and they acted like I was crazy. I explained that I was going to contact my bank and let them know these charges were not authorized. Then I was transferred to another "live" chatter, which I still don't think is all that live, it seems like a recorded text, going in circles, repeating the same information over and over. I spent 45 minutes trying to get Neville and Hakiim to understand that I wanted to cancel transaction completely and get credit for $93.80. They did not want to credit me anything but $50.85 and only after 30 day trial. They still refuse to accept that my bank was credited more than they say and are working on cancelling it, they said check back in 48 hours. I don't know what is to happen but definitely do not give them your bank info. I am very unhappy and haven't even received it yet? Glad I did not install it on my computer, it seems like that opens a whole other ballgame of issues.
Posted on 2/8/2010
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Misleading advertising about the simplicity of device. It simply does not work as advertised. Customer service is horrible and is all done through "chats" where the customer service rep directs you to "fix" your computer by changing port settings and doing other questionable items to the core functionality of your computer. I would not recommend to anyone.
Posted on 2/3/2010
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The Magic Jack company should not be allowed to do business. Their telephone system does not deliver the service promised. The following is what I have been through with this company:
(1)Purchased Magic Jack: This is a phone service that works off of your high speed Internet connection.
(2)Product does not provide a clear line.
(3)Contacted the live chat support 4 times.
(4)Each time the rep begins at the same point to help after 20 minutes the rep will send you to the next level of help, then the next level until 20 or so has passed of trying to deal with the issue. Then the rep. abandons the call though the chat line is still open. No one is there. I left it open for another 45 minutes and no one was there to work with me.
(5)When I gave it my last try, today, Sept. 4, 2009, I asked for their senior representative. I was connected with Theodore. He asked me to wait while he read the previous chats. He then proceeded to start from the beginning again. I told him that I was not going to start all over again and that he needed to read the previous chats so that he would know what had transpired. He said he had. I asked to speak to his supervisor. He said he was the top supervisor.
(6)I worked with him for 20 minutes, then he was no longer there.
(7)I even had them send me a new unit so that I could replace the old one. This did not help.
(8)I have invested $40 for the unit and 1 year service. Thank goodness I did not op for 5 years of service. I worked with them beyond the 30 day refund policy so that I can not get my money back. Now that I have been sent a new unit, they have the right to bill be again if they don't receive the old unit. I am mailing that today from the Post Office with a received confirmation receipt.
I know that many people have bought into this. NBC News encouraged people to purchase it when they showed the unit on their show. Something needs to be done about the Magic Jack Company. I believe that this is a scam.
AP in the State of Maine
Posted on 2/2/2010
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I purchased a magicjack card, trying to be "high-tech" and save a little money. Well, it was a waste of over a hundred dollars. It just does not work! The company charged me before my trial period of thirty days was up. In fact, they charged my credit card immediately upon shipping.
I was so excited! After trying to get the thing to work for about two weeks, I finally contacted MJ's tech support who informed me that my internet was too slow. Well, I had everthing imaginable done to my computer to speed up the internet connection!!!!! This took a couple of days with the computer geek; who, of course, works for profit. They're services are not free! I spent four days, 32 total hours online with MJ's tech support, trying to get the darn thing to work! There specialists can be quite rude, too!!!!!!!!
If you want to waste money, go ahead, be stupid, stress yourself out, give your hard earned money away! DON'T BUY MagicJack!!!!!!!!!!!!!!!!!!!!!!!!!!
Posted on 2/1/2010
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Magic Jack cost me $320.00!!!!!!!!!!
Purchased through TV Ad.
Thanks to their double billing my account went from $200.00 in the black to $120.00 in the red!
If I had done my due diligence, and at least checked the Rip off Report.com, which is apparently what you have to do with everything now a days, I would have at least used a gift card.
In any case, how can I possibly recommend a company or product that has this kind of track record! No way! do not ever, under any circumstance, give them your atm card number, credit card number, or your bank account number. I cannot understand how this company is still being allowed to rip people off. Isn't there someone out there that can do something to stop this company? and if not, why not? There is no customer service.
If there is a class action suit against this company I want in! I will be complaining about this company for the next 20 years to whomever will listen.
Posted on 1/27/2010
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Important. Important. If you are not able to make calls or having trouble with your contact list, please Click Here for fix. This will be your best solution. You should not click here if you do not have this problem.
You are now chatting with 'Dory'
Your Issue ID for this chat is LTK419096010772X
Dory: Hello, how may I help you?
Chad Cupp: hello when I first ordered magic jack I had numerous problems with the device. At that time I had ordered 3 years of service.
Chad Cupp: long story short I had to get a new device sent to me
Chad Cupp: it came with a new phone number
Chad Cupp: I just learned that the new device only activated for 1 year
Dory: So you want to transfer the gold plan from your old magicJack phone number to your new magicJack phone number?
Chad Cupp: yeah I guess? the first unit was faulty and I had to send it back. the second unit worked great. it expired however about 2 years early. My guess is the service length didn't transfer to the new unit
Dory: One moment please...
Dory: 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 'Felix'
Your Issue ID for this chat is LTK419096010772X
Felix: Hello Chads. This is Felix. To better assist you, let me put you on hold while I read your previous chat. Thank you.
Felix: Chad*
Chad Cupp: ok
Felix: Thank you for waiting.
Felix: Please provide me with your old and new magicJack number.
Chad Cupp: I am not sure of the old one. I only had the unit a few weeks and had to send it back. The new unit came with a new number. The new number is 734-708-3644
Felix: Thank you for waiting.
Felix: The new number is (734) 708-3644?
Chad Cupp: however at the top of my screen it says 000-000-0000 now
Chad Cupp: yes the new number is correct
Felix: As I can see here the new number is expired.
Chad Cupp: I haven't used the device in a couple of months due to a computer problem. When I plugged it in today for the first time in a few months it said lucky you getting updated. now it says 000-000-0000 and says I have no service. I paid for 3 years of service
Felix: The number (734) 708-3644 it's already expired.
Chad Cupp: yes but I bought it in Sep 2008 and paid for 3 years.
Chad Cupp: that unit was shipped back because it was faulty
Chad Cupp: in Oct 2008 I received this unit
Chad Cupp: it hasn't been 3 years
Chad Cupp: when I received this unit my guess is the length of service from the old one did not transfer?
Chad Cupp: can you look it up by name address?
Chad Cupp: I dont have the old unit to get the number, I had to send it back
Chad Cupp: I have the package here it was delivered to me Oct 10, 2008 from West Palm Beach FL
Felix: (734) 708-3644
Felix: Service Began: 2008-10-14
Felix: License Expires: 2009-10-14
Felix: Arre you sure that's the new number?
Chad Cupp: how can I check my device for the number? it shows 000-000-0000
Chad Cupp: on the screen
Felix: Please press the “windows button + R” then type devmgmt.msc and press Enter
Chad Cupp: ok
Felix: Please click the + to the left of Disk drives.
Felix: Please double-click YMAX or TigerJet MagicJack USB Device.
Chad Cupp: ok
Felix: Please click the Details tab.
Felix: If not already selected, choose Device Instance Id in the drop-down list.
Chad Cupp: ok
Chad Cupp: its a long line of numbers and letters
Felix: Please move the scrollbar, if any, all the way to the right.
Felix: You should see a value that starts with either A921 / C921 or D921 ends before the & sign.
Felix: Please provide me with the whole number.
Chad Cupp: A921050300377A&0
Felix: Thank you.
Felix: You're plugging in now the expired device.
Chad Cupp: I get that its expired, but the first device I got was paid for 3 years
Chad Cupp: in Sep 2008
Chad Cupp: I had a ton of trouble with it
Chad Cupp: so in Oct 2008 they sent me a new device
Chad Cupp: this one
Chad Cupp: I had to send the old one back
Chad Cupp: this one worked perfectly
Chad Cupp: now less than 3 years later
Chad Cupp: its expired
Chad Cupp: can you look up my old device and just verify that I paid for 3 years?
Chad Cupp: transfer the service?
Felix: Yes, you have another number here but it's expiring on 2010-08-18. There are only remaining months, that can't be transferred.
Chad Cupp: well the other device I have sent back to you in Oct 2008 when I received this one
Chad Cupp: it was never used
Chad Cupp: because it was fautly
Chad Cupp: it worked for a couple of days then had probs etc. so I got this unit
Felix: Yes, but in your case if you really want to use the device which is with you, you have to extend its license.
Chad Cupp: so I paid for 3 years on a device that broke - received a replacement device - that didn't come with 3 years of service that I paid for?
Felix: I'm sorry, but you used already the license of that device, partly.
Felix: We can only transfer license if the whole license wasn't used, like if you didn't use the whole one year.
Felix: Please be informed as well that you had 2 years only, the first one year was for free with the device.
Felix: You only bought one gold plan, if you haven't used that plan from that old device, we can transfer it to your other number.
Chad Cupp: I dont have another number. I only have whatever number from this device. I paid for 3 years when I called the number from the informercial
Chad Cupp: they told me when I got the new device in order to have the full amount of time I had to send in the old device
Chad Cupp: I sent it in
Chad Cupp: so basically they sent me a new working device that was shorted 1 year of service
Chad Cupp: hello?
Felix: Yes, I am here.
Felix: No, it was you have to send back the old device so that yo0u won't be charged with the replacement.
Felix: The fact is, if you want to use that device with you, you have to extend its license.
Chad Cupp: I dont understand how the old unit that I no longer own don't expire for several more months
Chad Cupp: but the unit that I have is expired
Chad Cupp: when the unit I sent back was broken
Chad Cupp: and this unit is supposed to be taking the place of the broken one
Chad Cupp: why is it already exired and the old unit is not even though I dont have it?
Felix: Because that's the license of that device, before you send it back or before you have registered the replacement for a new number, it would have been better if you did ask regarding that.
Chad Cupp: the unit that I had to return dont expire until 8/18/2010 as you said
Chad Cupp: I did ask
Chad Cupp: they told me in a chat session such as this
Chad Cupp: that if I sent the old unit back I would not incur fees
Chad Cupp: and my service that I paid for would transfer
Chad Cupp: I had to get a new number
Chad Cupp: but the lady told me that the new device was set up to take the place of my old device
Chad Cupp: if I paid for 3 years of service
Chad Cupp: and had a faulty device
Chad Cupp: how is it my fault that I dont get 3 years or service just because I was forced to switch devices?
Felix: Please be informed you only bought one gold plan which extends for one year, and you got one year free service, so you only got 2 years of that old device.
Felix: If you don't want to extend your license for that device with you, you don't have to.
Felix: Is there anything else I may help you with today?
Chad Cupp: you told me the old device don't expire
Chad Cupp: until 2010
Chad Cupp: thats 3 years
Felix: Haha.
Felix: Service Began: 2008-08-18 14:34:19:000
Felix: License Expires: 2010-08-18
Felix: Please count how many years is that.
Felix: Only 2.
Felix: Once again, Chad, if you don't want to extend your license for that device with you, you don't have to.
Felix: Even if you chat a million times with different agents, you'll be getting the same response.
Chad Cupp: just tell me this
Chad Cupp: why does the old device still have service
Chad Cupp: and the new one that is supposed to replace it
Chad Cupp: don't?
Chad Cupp: when I paid for it
Chad Cupp: so the replacement device only came with 1 year of service not 2
Chad Cupp: that I paid for
Felix: ARE YOU UNDERSTANDING MY EXPLANATION?
Felix: This will be the last time I'll explain to you.
Chad Cupp: Felix please don't belittle me
Felix: If you won't listen and won';t understand, I will be forced to end this chat
Chad Cupp: I am not trying to argue with your logic
Felix: You keep on repeating your own WRONG UNDERSTANDING!
Felix: Where's your logic as well?
Chad Cupp: I am simply trying to find out why the device I dont have has service
Chad Cupp: that I paid for
Chad Cupp: but the replacement does not
Felix: What was the one year you used with the device, isn't that license for free?
Felix: PLEASE BE INFROMED THAT YOU WERE ABLE TO GET A REPLACEMENT FOR FREE.
Chad Cupp: yes the replacement was free, you are correct, if I sent the old one back
Chad Cupp: I did
Felix: ONCE AGAIN, THE SERVICE ON THE OLD NUMBER WILL JUST BE THERE, WE DON'T HAVE ANY FEATURE OF TRANSFERRING OF USED SERVICE, ONLY THOSE THAT AREN'T USED YET.
Chad Cupp: so why does the replacement not come with the amount of service I purchaced?
Felix: Of course since it's REPLACEMENT, obviously different from the OLD DEVICE.
Chad Cupp: yes, I understand its a different device. But that does not change that I paid for extra service and didn't receive it
Chad Cupp: If you buy a car that has a 3 year warranty and 1 month into ownership you have to take it back due to problems and you would expect the new car to have less of a warranty?
Felix: Oh, you have it with the old device, it was your responsibility already to use it, but since it wasn't working you sent it back, if you have asked us that you want to use the same number to the new device, we should have transferred the number and the service will be continuous from the old to the new .
Chad Cupp: no they told me they could not transfer numbers
Chad Cupp: that is why I had to get a new number
Chad Cupp: they told me that feature was not available yet
Felix: Even if you argue with me for 4 hours, the bottom line is your request won't be granted since it's not possible and you have to extend the license of that device to use it.
Felix: Nothing else.
Chad Cupp: I asked about keeping my number. They told me it was not possible, each device had a uniqe ID and the old number could not go into the new device
Felix: Oh, it seems the information you're keeping are too way opposite from reality. We can transfer magicJack to magicJack, but not porting of another service to your magicJack.
Chad Cupp: well maybe today you can. In 2008 they told me they were unable to do this
Chad Cupp: they told me that I must get a new number because the old one was programmed into the old device
Chad Cupp: I didnt want to switch numbers only 1 month after giving everyone my number. I had to
Felix: K
Chad Cupp: so I will not get the full amount of service I paid for due to your faulty device having to be swtiched. Then I get to chat with you, and you laugh at me and belittle me and tell me I'm a liar as you deny me of service that I paid for? Well I will be reporting this chat to the Better Business Bureau
Felix: Sure!
Posted on 1/24/2010
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I purchased a magic jack in Oct 2008, for the first year my service worked great. Then in December 2009 it was discovered after long hours on their chat line that my magic jack had malfunctioned. After demanding a replacement and loosing 7 hours of a day trying the same repair process that 6 different people had me perform. The replacement has started malfunctioning, I had a computor programer come check my computor and has determined that their product is faulty
Posted on 1/6/2010
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I just ordered MJ and had trouble installing it. I completed the install with live chat after two hours. I used the phone that night and it worked great. The next day I went to use it and it would not do anything. I rebooted my computer and it still wouldn't work. I have now been chatting for almost 9 hours trying to get this fixed. I chat and then go to a supervisor and go through the whole process again and then they tell me to reboot. I do and then have to go to chat again. This has happened 8times today and then they said I may need a new device and to ask for the Supervisor that I was talking with once I rebooted if it still didn't work. Well I tried that and then they tried to walk me through the whole process again for the 7th time and I'd had it. The Supervisor I talked with was with someone else so they connected me to another supervisor and they tried to walk me through the this again! I said that I was supposed to be connected to someone that was going to log onto my computer and fix my problem and I have now been sitting here for an hour and still no one has picked up yet! This is ridiculous but I am going to stay on and see just how long it takes or if anyone will ever pick up and I will let you know.
Posted on 1/2/2010
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First of all I have had this service for one year. When I first hooked it up, I used it as a extra line in my home. The service was bad. Almost always the telephone conversations were garbled. And always there were noises on the phone when I was talking. Lots of missed calls coming in that went to voice mail. What I now use it for and is worth the money is to have a separate number that I call forward to my cell. That works fine. So I like having a separate number that I can use. But renewing is a problem as well. The screen says the term has expired and renew for 19.95 but when you click on the screen it only wants to renew at 36.95. You have to play with the screen links to find my magic jack to renew at the actual 19.95 renewal rate. They want to keep giving you a new package to send to you and it costs a lot more. Very deceiving. But because I wasn't going to renew at the higher rate, I went on the Internet to see how to renew at the basic rate. These guys are real tricky. I don't like their sales practices. And to be honest the service on this unit really is bad bad bad. You do not want to have an important call while using the magic jack directly. It doesn't work right and is low quality. I use it strictly as a call forwarding device in conjunction with a good phone on another system. Very sad. They should do more to fix the problems. This company wont be around long if they keep this up.
Posted on 12/28/2009
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I bought my MJ from Radio Shack early 2009. I have been using it daily for calls to Europe. It works great on my Intel iMac. After 30 minutes, I have to call again, but that is a small problem.
I bought one more again from Radio Shack for my XP windows laptop. I have had problems installing it. I am not computer savvy at 71 but I suspect it is the configuration of my laptop and conflicts with other programmmes, firewalls and the like. The assistance through live chat has been excellent.
I have no complains and have saved a bundle in charges. I would buy it again. I have NO ulterior motives as it has been suggested for some of the good reviewers as I have NO relationship with MJ or any of its principals. I do wish there was a live person to contact, however.
Posted on 12/27/2009
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I have been a customer with a current unit and recently on this last biggest sale day of the year, Black Out Friday, day after thanksgiving, I went on majicjack.com and mymagicjack.com to order a unit for my daughter. The site had the unit on sale that day for $29.95 but you had to input code which I did site kept upcharging to regular unit $39.95 cost. I was on chat session with 3-4 different associates, nothing worked. I went ahead an ordered at inflated cost thinking if I save chat session, proved I purchased that day, they would " take care of my $10 over charge". Guess again. Not only didn't agent say sorry for inconcenience, agent said you didn't input sale code, your not entitled to discount at this time, even if i input code and cost kept switching back to regular cost. I explained I was current customer buying as gift, sale dates time and date, offered to fax over chat session showing their site was not recognized sale offer (bait and switch-hoping I didn't notice the cost difference. I told agent I would write ceo, and asked for address of ceo or presidetn of company with address, faxnumber or phone number or all, of which she wasn't willing to give physical address to write, the name of president or ceo of majic jack company or even a phone number to call. By doing my own research I did find Dan@majicjack.com, address majic jack owner Dan Borislow, Inventor majic jack
po box 6846, west palm beach, fl 33405 fax 1-561-586-2328 physical address peter russo 5700 georgia avenue , west palm beach fl 33405 listed under majic jack ld. My order number on recent order is DT03429977 got unit in 2 weeks but no one willing to listen to customer, credit back $10. Switch and bait seems to be reputation at this point. My name is G David in Ohio
Posted on 12/14/2009
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I purchased one of these and to be honest, I dont use it that often. There have been a few times in which this has been absolutely clutch though. One time, I was in an airplane that had WiFi. I was able to connect to the internet with my computer and use the magic jack to connect to someone in preparation of a meeting we were going into later that day. It also works nicely for international travel.
Posted on 11/29/2009
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Online chats have not fixed my problem. I can only basically use my number as a forwarding tool since the call clarity is non-existent.
I also purchased the 5 year plan and was never credited for it so after year one it shut off.
Posted on 10/29/2009
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Magic Jack service is less than satisfactory. I signed up for the 2 year service agreement and honestly cant ever use it. Each and every time I am on the phone I either drop the call, or the conversation is so choppy I have to hang up. TERRIBLE! The connection is easy and convienient however, the service is terrible. Which makes the connection being easy and convienient not really even a factor. I would not recomment magic jack to anyone! Everyone I know that has magic Jack, has the same problem.
Posted on 10/28/2009
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Magicjack is a joke. I have had several service issues such as gargled voices, dropped calls, sounding like your in a tunnel, the window popping up and the device shutting down on its own. 10-07-09 they shut my service off even though I had paid for 2 yrs of service a yr ago when I purchased it. When I first called, they couldn't even find my account records. Tonight, I will attach the chat, but their costumer service is pretty much non-existant. If I wasn't so darn poor, I wouldn't use their service.
Chat InformationPlease wait for a site operator to respond.
Chat InformationYou are now chatting with 'Jacob'
Chat InformationYour Issue ID for this chat is LTK419082282630X
Jacob: Hello, how may I help you?
Laurie Wolford: Hi Jacob, I am a return customer who is having problems getting to where I need to to purchase another year of service. The system does not seem to reckognize me. I had originally purchased 2 yrs when I bought the unit, but that information is also lost so I have been without service. I have spoken with a Manager (stephanie) about this and noone can find any of my records. What I would like to do is just purchase another year so I have a phone again wihtout having to purchase another magicjack
Laurie Wolford: Are you there?
Laurie Wolford: I have waited 5 minutes with no response
Jacob: May I know when did you purchased the new magicjack?
Laurie Wolford: I ipurchased it last September, hooked it up in Sept but was unable to get it to work for a couple of months. The phone is 517-518-7090. This shipping address was: 2910 Pheasant Run Dr Apt C, Jackson MI 49202. It was under my name: Laurie Wolford and the email address of: awancocheta@yahoo.com
Laurie Wolford: The name might have been Laurine instead of Laurie
Jacob: Your service contract with us appears to be expired. Please go to my.magicjack.com to renew your account.
Laurie Wolford: I no longer have the card that I used to puchase. I realise that the acount is expired. I tried to purchase more time but it will not let me
Laurie Wolford: The contract is not expired, your company has made a mistake because I originally purchased 2 years when I bouhgt the magicjack. At least you have been able to find something on my acount, no one else has been able to do that
Jacob: If you are using a new credit card you need to log on to your magicjack account to add your new credit card then renew your service.
Laurie Wolford: I have gone to magicjack.com, it will not let me do anything, it does not reckognize my email addy or password
Jacob: Okay.
Jacob: Please check your email for the password.
Jacob: Email has been sent to awancocheta@yahoo.com
Laurie Wolford: I have got my password, but it does not accept it
Jacob: Try it again.
Laurie Wolford: When I spoke with the supervisor last week, they couldnt even find my email address. What information do you have
Laurie Wolford: I am going to open up another internet window and try it . Please stay with me while I do this since I was having problems before
Jacob: Sure.
Jacob: Let me know when you're login to your account.
Laurie Wolford: this is a different window then the first time. What icon do I click to purchsase additional time
Jacob: In that page do you see a gray button below it say my.magicjack, click on it and your magicjack account will open.
Laurie Wolford: no, there is no button that says that. I am on the home page. The only thing it offers is a free trial with purchase. I have had other people look at the page too
Jacob: http://my.magicjack.com
Jacob: Click this link.
Laurie Wolford: ok
Jacob: Then login to your magicjack account.
Laurie Wolford: ok, this time it took my information. I will try to puchase the time and keep this window open just in case there are any more problems
Laurie Wolford: Is there an option to purchase one year? I do not see that on this page
Jacob: In that page do you see a gray button below it say my.magicjack, click on it and your magicjack account will open.
Laurie Wolford: I found the mymagicjack and am trying that now
Jacob: Okay.
Laurie Wolford: it seems to be working, i am going through the process of entering cc info
Jacob: Great.
Jacob: Inform me once you're done.
Laurie Wolford: ok, I have entered the info, I picked 1 yr of service, ht next and the window closed
Jacob: Did you add your credit card at the add credit card section?
Laurie Wolford: yes i did
Laurie Wolford: i stil have the window showing the account information
Jacob: Click the add credit card below.
Jacob: Then add your credit card after adding the credit card click the extend your license.
Laurie Wolford: I already did t his and when I hit the next button the window closed
Laurie Wolford: now i am back to the information page, it isn't any different then when I first came to it
Jacob: One moment please...
Laurie Wolford: ok, on that page i hit the extend your license. it requested what i wanted to purchase, and i hit the 1 yr icon
Laurie Wolford: why is it that my information is available to you and I , but the person I spoke with, along with the supervisor could not find anything on me?
Jacob: As I have checked again your account adding your credit card did not go through.
Laurie Wolford: what do you mean the card did not go through?
Jacob: Please try again to add your credit card.
Laurie Wolford: ok, this will be the third time.
Jacob: Thanks.
Laurie Wolford: this is a new card that was activated last night, is it not going through saying its not active?
Laurie Wolford: now I can't get it to to go past the window where it pops up "Add credit card"
Jacob: One moment please...
Jacob: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Chat InformationPlease wait while I transfer the chat to the best suited site operator.
Chat InformationYou are now chatting with 'Harold'
Chat InformationYour Issue ID for this chat is LTK419082282630X
Laurie Wolford: thank you for your help
Harold: Hello Laurie. My name is Harold. To better assist you, let me put you on hold while I read the previous chat. Thank you.
Laurie Wolford: Ok
Laurie Wolford: magicJack™ SETTINGS Close Please check the box below if: PIN Not Recognized: Bank accounts, extensions, and PIN codes are not recognized when entered on telephone You must restart your magicJack™ after saving the settings
Laurie Wolford: This just popped up in the window
Laurie Wolford: PIN Not Recognized: Bank accounts, extensions, and PIN codes are not recognized when entered on telephone PIN Not Recognized: Bank accounts, extensions, and PIN codes are not recognized when entered on telephone You must restart your magicJack™ after saving the settings
Harold: Thank you for holding. You want to extend the license with magicJack, right?
Laurie Wolford: yes I do, I would like to purchase 1 yr
Harold: Click here
Laurie Wolford: I just got a new c card yesterday and activated it, is this what is going on?
Laurie Wolford: ok
Laurie Wolford: I click on the click here and it does nothing
Laurie Wolford: is there a number i can call to do this?
Harold: 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.
Laurie Wolford: the browser I am using is firefox, I don't know what OS stands for
Laurie Wolford: I am starting to get a little frustrated with this. I tried to take of this last week and got nowhere.
Laurie Wolford: I don't seem to be getting much farther tonight.
Harold: Click here
Laurie Wolford: this click here still does not work for me
Harold: Log on to my.magicjack.com site.
Laurie Wolford: this was the site I was told to go to the second t ime. This is the site that I am on right now. I will log onto it again. Please wait
Laurie Wolford: this is a total different window than last time, even though its the same address, what is wrong here?
Harold: Are you now there?
Laurie Wolford: No I am not, the window I have is difrent than the last time even though it was the same address. I am not able to get it to go anywhere
Harold: http://my.magicjack.com
Harold: Click that link above and input your email and password.
Laurie Wolford: its like a search window, it has magicjack in a couple of places, but it wont take me there. I will try again
Laurie Wolford: ok, I went there and it took me right back to the page with all of my information. I didn't have to input anything
Harold: Did you input your email and password there?
Harold: On the link I gave you above?
Laurie Wolford: I clicked on that link, No, it didn't ask for it, it took me straight to the page with all my information on my account. I tried to add a card again, right now I am adding that info
Harold: Add it now.
Laurie Wolford: a window pops up that says it is not a valid credit card number
Laurie Wolford: I just got this card yesterday and activated it last night, could this be what is going on here?
Harold: Yes, you should be putting a valid card, Laurie.
Laurie Wolford: this should be a valid card, Harold
Harold: You may try another card.
Laurie Wolford: This is the only card I have. So what your saying is that this card is not activated like it should have been?
Laurie Wolford: just one moment, I am on the phone with the bank
Harold: OK.
Laurie Wolford: the bank is saying it is activated, they are checking on the account a little fuirther
Harold: It is issued today?
Laurie Wolford: What the bank is syaing the card valid, is should be working, funds are available. Is there a phone number I can call to do this?
Harold: Can you try adding that card within 24 hours?
Laurie Wolford: The bank said that the problem is on your end. Are you meaning you want me to wait another 24 hrs?
Laurie Wolford: THe bank said that the card is good. It should be accepted. The problem is on your end. somehow your system is not recognizing my card. I do not wish to wait another 24 hrs since I have been without a phone since the 7th of October because your company lost my account records and turned my phone off a year before it should have been.
Laurie Wolford: I was waiting for this card to purchase additional time so I could have a phone again.
Harold: Yes, it might have a delay on recognizing the card since you said it's new card, right?
Laurie Wolford: He said that the card was good, that somewhere on your end it wasn't being recognized as valid
Laurie Wolford: We need to somehow make this work. I have been on this chat for almost 1 1/2 hours and still haven't gotten things taken care of. I would still like to address the issue of the supervisor not being able to find my information
Harold: Since it's new.. it will going to say that it's not valid even though it is..
Harold: Can you try to add it one more time please?
Laurie Wolford: ok
Harold: OK.
Laurie Wolford: before I enter, which digits on the back does it want, I tis confusing because it is showing a card with a different type of back then mine. It shows the 3 digits following everything, my card has 4 digits in the signature box, and then hanging off of there is a white box with 3 digits. Which ones do I enter, the 4 digits or the 3?
Laurie Wolford: I added the three, now it is saying it has successfully added my card. Please wait while I try to finish this
Laurie Wolford: I hit close window and it went back to the "search engine" screen with the black background
Harold: Great!!!
Laurie Wolford: Does this mean the time was purchased? I did not get a confirmation page or anything, shouldn't I have gotten that?
Harold: Now, you may click on Extend license button and it should be extended.
Laurie Wolford: That button is not here on this page.
Harold: my.magicjack.com
Harold: Click the link above..
Laurie Wolford: It took me to the information page again. What do I want to select?
Laurie Wolford: it seems to be going now, please wait
Harold: OK..
Harold: Sure thing..
Laurie Wolford: ok, it says it has been extended successfully
Laurie Wolford: Do I not get a confirmation page?
Harold: Great!!!!!!!!
Harold: Is there anything else I may help you with today?
Laurie Wolford: Before we close this chat, I would like to address my concern with you over the issues with my account
Harold: It's extend now.
Harold: Phone No: (517) 518-7090
Harold: Service Began: 10/20/2009
Harold: License Expires: 10/20/2010
Harold: Unplug the magicJack for 15 seconds, then plug it back in afterwards.
Harold: It should be working fine on that time.
Laurie Wolford: Thankyou, please wait
Harold: Inform me when it is working..
Laurie Wolford: please wait,
Harold: OK.
Laurie Wolford: it takes forever for this to turn on
Harold: Is it loading now?
Laurie Wolford: Yes
Laurie Wolford: it is still loading
Harold: Inform me when it says READY TO CALL.
Harold: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Harold: http://upgrades.magicjack.com/upgrade/upgrade.exe
Laurie Wolford: I don't mean to be rude to you, I am just really frustrated with this whole thing
Laurie Wolford: still loading
Laurie Wolford: Can I ask why it takes so long for it to do this, and even though it is left on, it shuts itself off all of the time. What is the cause of this? I have tried changing where it is plugged into the computer and I have tried 3 different phones and it still does it. Also the audio is really poor
Laurie Wolford: still loading
Harold: We'll wait for the loading..
Laurie Wolford: it is still loading
Laurie Wolford: why is this taking so long?
Laurie Wolford: ok, i have a window open that says opening upgrade save file>
Laurie Wolford: I also have a window that is requesting my email and password.
Harold: Input your email and password please..
Laurie Wolford: Hva done that. the info is now showing in the Magicjack window. Question, all the contact info was erased when the service was shut off. Do I have to re enter all of that?
Laurie Wolford: the phone seems to be working, I am calling my son just to check it
Laurie Wolford: The call went through
Laurie Wolford: Now I do wish to discuss with you some issues from last week. I don't know if you can help me or not, but I would like some answers to some questions if that is possible.
Laurie Wolford: are you still there?
Harold: Yes.
Harold: What is it.
Laurie Wolford: My problem is that when I originally purchased the magicjack, I purchased 2 yrs of service. It was shut off on 10-7 because your company said I only purchased one year. When I tried to speak with someone about it, they could not find any information on me at all, it was like my account was non-existant. The supervisor couldn't even find my name
Laurie Wolford: Tonight, speaking with Jacob and yourself, you were both able to find my information, and I was also able to pull up my information. How come they could nt do that last week?
Harold: We did not find your order number still.
Harold: Do you have the order number there?
Laurie Wolford: No I do not, I don't even use that same bank anymore.
Laurie Wolford: They were not even able to find my name or the phone number
Laurie Wolford: This was a year ago, and to explain my situation, I was going through surgery and chemo at the time, and have moved since then. I don't have that anymore. They even asked to the original mailing package.
Laurie Wolford: Do you have an order number that says I purchased just the magicjack and one year of service?
Harold: No.
Laurie Wolford: I remember this purchase was just a little over $80. I remember because it overdrew my account
Laurie Wolford: Then how does the company know how many years of service I purchased? This doesn't make any sense to me
Laurie Wolford: THey were not able to pull up my address, my email, the magicjack phone number or my name when I spoke with them last week. Why is this information here now?
Laurie Wolford: Are you of supervisor status?
Harold: Yes.
Laurie Wolford: Ok, so can you explain to me why this is?
Laurie Wolford: If it makes sense to me, I will accept it, but it just doesn't wash if ya know what I mean
Laurie Wolford: I have been on here for almost 2 hours now, I am here so I might as well get this handled as well.
Harold: Are you using your name upon ordering a device?
Laurie Wolford: I ordered the unit over the phone. I gave them my name and address along with cc information. When I finally got the device to work, all of the information that s hows today, except the mailing address, is the same
Harold: Please check the package, see if you have AI0000000 number there.
Laurie Wolford: 8:58. Are you saying to check the orignal package that it was mailed in? That was thrown away a year ago when I received it
Harold: Let me hardly find that order information for you..
Harold: One moment please...
Laurie Wolford: 8:59
Harold: Thank you for holding, Laurie. I have found it.
Laurie Wolford: Ok, please tell me what it says
Harold: Yes, you've purchased a 2nd year plan and this is your code..
Harold: 15HBTVCDNR
Harold: You may input that one into the code-box.
Harold: It should be extended again for another year.
Laurie Wolford: So why was my phone turned off on the 7th and why couldn't anyone ever find the information? I really don't have the money to pay for the service I justr purchased. .
Laurie Wolford: This is wrong and something should be done to make this situation right
Harold: Input the code into the code box and it should be extended.. then we will cancel the other one that you've purchased today.
Laurie Wolford: So for the price of $39.98 I am getting 2 years of service when for $59.99 I could have purchased 5. Your canceling my order from tonight does not correct the situation where I was without a phone due to your companys mistake
Laurie Wolford: It also does not correct the situation from last week when no one could help me
Laurie Wolford: I believe that due to this companies mistake and the frustration and inconvience this company has caused me, maybe your company should give me a year of service for nothing.
Harold: It's not our mistake.. you should check your email and find the code we sent to you so it will be extended.
Laurie Wolford: I am really frustrated with this
Laurie Wolford: How is it not your mistake? I realize you are not
He ended the chat aburptly before I could reply this to him?
Lets hope next time it is not over a problem
If you can afford it, go somewhere else for phone service!
Posted on 10/20/2009
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I have read many complaints about this service and I must say that I am not happy to hear them. Not only did I purchase this service for myself, but also my family. I must admit that their method of deployment on computer systems on a broad scale is not exactly...stable. I myself had problems the first day I purchased the service. However, I am a computer tech myself so the problems I was having (Including issues with freezing my system completely while it was plugged in)was actually software related and not hardware related or service related. Granted, defective equipment does occur (but only on a rare occasion)I was simply asking why was it working and then all of a sudden not. The software that comes with Magic Jack is windows dependent. Meaning that your windows configuration and installed applications affect Magic Jacks ability to run and run effectively. Applications like Nero and Roxio(burning software that scans CD-roms, even virtual ones like what magic jack uses) as well as internet explorer settings or firewall settings can inhibit or disable Magic Jack all together. Their software should have been more comprehensive and self adjusting to each system individually to be effective, more self reliant and not so windows configuration dependent software would have made this service a winner. Unfortunately, I am sorry but no average computer user can identify and resolve issues that this software has. It actually requires some "extra" knowledge of windows and how it works to fix it. There is no "One" fix solution to fix issues with their software, and each fix is system specific. That's why their tech department goes through so many hoops.
For those of you with freezing systems. It is software that is causing this, uninstall any software that you have that burns cd's or scans cd-rom drives. then reboot your system and plug in your magic jack before you reinstall that software again. Once magic jack is up and going again, reinstall the software (Roxio, Nero, etc). For those of you using programs like AnyDVD configure the program to not scan the virtual cd-rom drive that Magic Jack installs on your computer. For those of you with firewalls installed on your system, make sure that magic jack's .dll files and .exe files have access to the internet. This means making exceptions and/or configuring your firewall. I may be able to provide you guys some help if you need it. Here is my email address jonmike992001@gmail.com . If you are having issues that Magic Jack can't resolve then email me. I will give whatever assistance I can. As, most complaining users have stated. It is a good service to use....when it works!!...
P.S. The static that some users are complaining about may be related to DSL Service itself. When you get DSL Service you receive what's called filters for regular house line's. The very way that DSL is serviced could be an issue. Another issue with this "Humming" or "Tones" could be a result of a badly grounded computer system. I'm not sure but will look into it. Would be nice if I received emails from users that have DSL service and have tried other services as well such as Cable and on another computer system all together. Thanks, and I hope I can help...
Posted on 9/23/2009
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MagicJack is blocking freeconferencecall numbers if you are calling from a MagicJack number.
I complained to the BBB and MagicJack cancel my number and refunded me my money but that is not what I wanted.
I use MagicJack for my business I support HP software products our clients call us first to resolve there software issues. Customers and we setup webex through freeconferencecall so when someone else sets up the call I have to be able to call it. MagicJack added new software in end of August or beginning of September 2009 to block majicjack members calling from a magicjack number to intercept it and it gives you a message saying you need to use there magicjack's free conference number but that does not let you get to freeconferencecall that was setup by someone who does not have magicjack. I talked to there help agent and they were very rude and start talking about me abusing the contract about saying if I used the phone for 20% more than the normal person I was abusing the phone and they can cut me off with no refund but they cut me off and gave me a refund which I did want them to be a good and honest company and stop block freeconferencecall and I was not abusing the service they are a telephone service I use the magicjack number about 1 to 3 hours a week. What if all the other companies started to block anyone number that was not there own. I would think it was wrong to cancel my number because I complained. They refunded my money and they have my number scheduled to stop in January 2010. I had bought the extended for 5 more years so I was good until 2015 before they used bad business ethics. Bottom line the only solution is to stop blocking other providers phone numbers no other solution is acceptable. Canceling my number was and is not acceptable. MagicJack Stop blocking other conference numbers
Posted on 9/18/2009
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I just purchased my MagicJack today at Radio Shack. Installation was easy. Registration was easy, but they did ask a few times for me to purchase extended warranty and extended service, which was just a bit annoying. I had to chose a number that is in my area code but not my city. It will be long distance for anyone in my city to call me, even if it were my next door neighbor.
On the few test calls I made the clarity was excellent, however I did notice that on calls lasting for more than a few minutes I could here a sound every few minutes that sounded like someone pushing buttons on a touch-tone phone. This was not a big problem with the test call, but I don't think I would be able to last through a half hour conversation without it driving me crazy.
The biggest annoyance is that the program does not run silently in the background. Any time anyone calls in or picks up the phone to call out, the MagicJack pops up on screen over whatever you are doing on the computer at the time. I would understand an in-coming call popping up, but not for out-going calls dialed from the handset of the phone, especially since the person using the phone may not be the person using the computer.
I have not yet attempted customer support, but I am looking forward to it after hearing other people's experience with them.
Even if I only get one or two months of use from this product, I will consider myself as having gotten my moneys' worth.
I hope this helps some one.
Posted on 9/15/2009
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I have to agree with the other complainers - After just about two months of problem free service the device started to fail, causing my clients to tell me that my voice was cutting out, then they couldn't hear me at all. They'd call back and the same thing. I had nearly the same conversations with their so-called tech service, FOUR HOURS of frustration! In fact, two agents told me to temporarily disable my firewall while we tested settings, but never told me to put it back (of course I did). They're experts at not answering questions directly, and even though I told them this was not a setting issue since it has just started, they still had me changing settings over and over and over. . . . ARGHH. I told them I wanted to cancel for a refund and they told me the trial was over. Yeah, funny that's when it stopped working. I'm publicizing how badly this works, and how concerned I am with all the pc settings they made me do - made the problem worse and what kind of access did it give them to my pc? Let alone how did it affect other things on my pc. Going to cable phone now!!!
Posted on 9/12/2009
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worthless tech support.
only there to waste time until your 30 days is up.
it wont let me give 0 stars.
Posted on 9/12/2009
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