My Magic Jack subscription expired on 12/23/2012. When I try to renew the number, the company tells me my account is under review and to wait for an email from them. It is now 1/13/13. I have tried live chat and also speaking with their billing department at least 8 times. Each time they tell me the same thing, but they can't or won't tell me why my account is under review or how long I'll have to wait for resolution. In the mean time, we're without a home phone. They also refuse to refund me for the device, which is in good working order, but unusable due to their incompetence.
Posted on 1/11/2013
Magic Jack Is One Of The Worst Product and Service Experiences I've Ever Had!
**Buyer Beware** - Fed up with higher and higher pricing with cable/internet/phone bundle, I decided to try to save some money and use the Magic Jack service I’ve heard so much about over the last couple of years. I read some reviews and they didn’t seem too bad, so I purchased the basic Magic Jack, hooked it to my computer, contacted my cable company and requested they port my phone number to Magic Jack which they said would take 2 weeks. For 5 ½ weeks I waited for this porting to finally take place. During this time I could call out on Magic Jack, but I could only receive calls through my cable landline. I checked several times between the two companies and there was a problem with this and then that. Frankly, it was ridiculous. Early September my number was finally ported (I only kept my same number because I care for my elderly mother who really kind of needed the same number for Dr’s, old friends, etc.). From then on I had nothing but trouble with Magic Jack. I had dropped calls very frequently, people would say they called sometimes, but my phone didn’t ring (and I checked the caller ID to be sure), and every conversation on the phone the call broke up numerous times to the point that it was hard to figure out what the caller was completely saying. After numerous phone calls to Magic Jack for help that produced no difference in the phone issues, I decided to return back to my cable company for my landline. It might be more expensive, but at least it was 100% reliable (and my mother needs that). Unfortunately, since it took nearly 6 weeks to port my phone number, the 30-day money back guarantee had way past. So I’m out $39.95 for the Magic Jack hardware itself. In addition, like an idiot, when I first signed on with Magic Jack when I first purchased it and before my landline was ported, I stupidly purchased 5 years of Magic Jack service for $99.99 which you pay up front. Yes, you guessed it; Magic Jack will not refund any of the 5-year service fee (you pay in advance if you get rid of the service). And, to add insult to injury, when my cable company contacted Magic Jack to port my number to them, Magic Jack charges $30, plus tax, to port your number to another carrier (odd it didn’t cost me a dime to port the number to Magic Jack from my cable carrier). So my big savings with Magic Jack equals a whopping MINUS $174.11 including tax for crappy service, equipment, and my stupidity. I’m embarrassing myself here so other people don’t get duped like I did. Magic Jack stinks!!
UPDATE – After paying $30 FOR Magic Jack to port my phone number, they have yet to do that in over two weeks. The cable company came to set up the phone line and had to give me a temporary number until my phone number is ported. Now I can dial out, but if someone dials my phone number our phone does not ring and goes immediately to VM (which I am unable to access). Tried to log on to Magic Jack, but since requesting my number to be ported back to the cable company, I can no longer login to my MJ account.
Posted on 11/18/2012
Definitely will renew
This MagicJack is a terrific product. I own the MJ and MJPlus and am more than satisfied. I have taken it to Germany, Austria, Prague (one trip) and Panama, and people didnt even know I was out of town. The only slight problem I have is when I use it with my computer while laying in bed. For best sound it needs to be on a hard surface, or sit very still when laying on a mattress. And, when I start to run out of minutes on my cell phone or go out of town, I forward the cell and my office to my MagicJack so I miss no calls. Also, if you attend alot of webinars on the computer, sometimes you have to call a non-tollfree number to listen in. MJ solves that problem too.
Posted on 9/18/2012
Many have had similar problems, PLEASE REPORT Magic Jack to the FCC, BBB, & the FTC!
I would highly recommend NOT paying for this device as it does not work! When I received the Magic Jack only a few months ago, it started out working on and off, it would drop calls and minutes would go by where I couldn't hear the person I was speaking to. Now, it does not work at all! Hours on chat, to find out that it is a routing problem??? Their engineers are "working" on it??? I'm to check my inbox for an email from the engineers??? When will this email be arriving??? It has been months, no phone, and I'm out over $100. I asked for a refund, no can do!!! So, if you are thinking about getting the Magic Jack, don't do it!!! ORder # lgwtc, just incase Magic Jack decides to make good on this.
If you have the same problem, I would suggest reporting them to the BBB,FCC,and the FTC. the more complaints the better, they need to be held responsible.
Posted on 7/24/2012
MagicJack Plus purchase
6-26-12 I have used the original MagicJack w/my computer for 5 yrs. and was very satisfied w/service. My calls were mostly clear & unlimited to US & Canada. Last yr the MJ PLUS had a mthly subscription cost. NOW, there's only a yearly fee. I got an email offering 1/2 off an upgrade to the MJ Plus. The device worked as soon as I plugged it in. Getting my remaining service yrs from the old device was trauma. Only AFTER I downloaded & upgraded the MJ software was I told that, when upgrading from the old device, I sacrificed the one year of service that was supposed to be included with the MJ Plus. I got (3) emails about the transaction to upgrade. NOT ONE said anything about giving up a yr of service! In fact, the offer to get the MJ Plus for 1/2 price CLEARLY says there IS 1 yr of service included:
Email from MagicJack: You can now choose to move all of your years from your original old magicJack to a new magicJackPlus. If you decide you still Love your old magicJack you may simply purchase a new magicJackPlus which comes with a free year of service and keep your original magicJack. It's your decision whether to transfer or not transfer the years and you can decide at registration so there's nothing to fret over now.
Very poor company policy. User beware.
Posted on 6/26/2012
Poor customer service
If you buy magic jack the 30 day free period starts the day you place the order and not the day you activate it. So make sure your happy with it real quick when you get it. I just got taken for $370.50 for thinking I could cancel it from the day I activated the phone number. No So!!!!!!! Not good customer service by any sense of the word.
Posted on 5/15/2012
Magic Jack Customer Service NOT!
I think the chat verbatim below says it all. While I could not load the entire Chat, at the end the chat rep tells me it is all my fault. And this was over only ten dollars! Unbelievable! I was left with the impression that money is all they care about! I redacted the Chat reps name because I don't think it is necessary to make my point.
C: Hello, how may I help you?
S: Yesterday I registered my Magic Jack and requested my home number to be transferred. I was informed today that the number was released by Charter and unavailable. I do not see what I need to do to get a new number
C: I see.
C: Let me assist you with that,
C: As I have checked here on our end, we are unable to port your telephone number because Charter has notified us that your telephone number is disconnected or no longer yours, unfortunately.
C: Please allow me to inform you that you need to keep your subscription with your previous phone carrier active until the port in process has been completed (up to 10 days)
S: It has been cancelled and that is why the number cannot be transferred. So now I need to know the steps to get a new number
C: I'm sorry for the delay. I'll be right with you.
C: Thank you for patiently waiting.
C: Alright. We'll add a new phone number to your account.
C: Please log in to your account at my.magicJack.com.
S: I am logged on at this time.
C: Please click on Phone Numbers tab and click Add a Phone Number from there.
S: Now what?
C: Please choose among the options what kind of phone number you would like to assign to your magicJack device.
C: May I know if you are seeing the options, please?
S: I selected US Number Free and now it is asking me to pay 10$
C: Yes, please allow me to inform you, that there will be a $10.00 fee in adding a phone number to your magicJack account.
S: Ok, let me restate the problem. I registered yesterday and requested my phone number. The site indicated the number was available and charged me 20.95$. Next day I am informed it was actually not availble and now you want me to spend $ 10 more dollars. Are you kidding me? I need a new number for this new device without any costs and I want the $20.95 spent yesterday for the transfer fee refunded to my credit card.
S: Currently I have no number
C: I understand that. Please be informed that you were refunded of the cost you were charged for the unsuccessful porting in of your phone number.
S: Ok, thank you. Now why am I asked to pay 10$ for a phone number change when it is not in fact a phone number change at all?
S: I have never had a phone number from Magic Jack
C: I deeply understand you. However, it is our company protocol to charge $10 in adding a new phone number to your magicJack subscription. I would have granted you on this if it's only possible.
S: I am not changing a phone number that I have never had in the first place. Is it also your company protocol to inform me a number was availble when it was not and then to attempt to get more money? You need to get someone on the line that can get me a number without a fee. This is not acceptable.
S: This is not a good first impression for a first time user.
Posted on 4/13/2012
Magic Jack Fraud (Big Scam!!!)
I bought a couple of magic jacks a couple of years ago. Decided to use one for a call center, I got a number (347-757-5841), but one day, as I was doing telemarketing with it; my magic jack did the magic and blocked all incoming and outgoing calls. Oh I was very upset, but it got worse when I tried contacting their customer support, that is when I found out that if you make over 50 calls a day from your MJ they have the right to block your device FOREVER. After all the fuzz, I decided to use my second device, as soon as I plugged the blessed thing into my computer it gave me the beautiful choice to get my old number back, and since I had made that number the "OFFICIAL" number to my business, I thought that would be the best thing that could happen to me. So I went ahead and picked the same old number (347-757-5841). 2ND GREATEST MISTAKE EVER, 1st MISTAKE was to buy the MJS. My second MJ was also blocked immediately, so I contacted their support guy who tells me that he will work on the issue, that they do not have a solution for my problem and left me with two useless magic jacks for 2 years of no service, what a scam, DON’T BUY MAGIC JACKS, they will use and abuse you. By the way, they have a log of calls made from your device, and guess what? Someone else was using my device remotely to make calls while my device is blocked by MAGIC JACK
Posted on 1/26/2012
I had a magic jack and when I bought the service for 5 years, the service started to crack up more and more.
Now I was offered to upgrade to magictalk so I did not have to use the toggle. When I did it, I lost my phone number.
I contacted them and I could not get it back. INCREDIBLE!!!
Posted on 9/8/2011
This is not worth the money. I have had one problem after another and I have had it for approximately 3 months. I can’t always hear people, people’s voices break up when they are talking, it doesn’t always ring like it supposed to, the voicemail doesn’t always work, and just recently people have gotten a message saying the “number is disconnected” when they call. It is not a problem with the phone I am using either, because the phone worked fine when I was not using it with MJ. Also, don’t let thecute add with the little girl and the puppy dogs lead you to believe that is some family company who cares about customers – the customer service is obviously outsourced, it’s really hard to get a hold of anyone, and they don’t know what the problem once you finally get a hold of someone. Save yourself the hassle and the wasted money and DO NOT BUY a MAJICJACK.
Posted on 12/8/2010
While I have been with MagicJack coming up on a year, it took me almost that long to get a PolyCom device to work with this product. FINALLY after we got it working, I was willing today to extend my contract 5 years. When logging into my site it had I could extend 5 years for 59.95 or 1 year at 19.95. I selected the 5 year one and then a new window pops up saying I owe 69.95. As with several others, your only option is to do the online chat which is a real negative when you could get something done much faster having a quick call. However if they are as unwilling to help online, I'm not sure if on the phone would help either. If you are really technical and can do things on your own, this is a great service. If you ever have billing or technical issues, get ready...
Posted on 6/9/2010
Enrolled for 5-year plan. Magic Jack now regularly drops calls, has poor line quality, now USB device is not recognized by Windows 7. Spent hours on chat window with worthless, disrespectful techs. Asked for money back on unused portion of service (4 years). They are refusing, saying once service is activated, it is non-refundable even though nowhere on 5 Year service plan site can you find any info stating these terms. Site is purposely designed to confuse and obscure any utility whatsoever. There is no contact info except via "live chat", Terms of Service are obscured by useless sales clicks, and any useful information is extremely difficult to access, again, purposely. They are extraordinarily deceptive in their advertising and quality of service.
Posted on 5/16/2010
I have been using this for over a year and have had absolutely no problems with this device. The one time I had to contact the online chat was when I had questions about changing my number to a Canadian number. Again, no issues whatsoever. We now use the Magicjack more than our regular land line, and when we move back to Canada from the US, we will NOT be getting a regular landline. Although it costs me an extra 5 dollars a year for the Canadian phone number, it will save me hundreds in the long run. As for having to keep a computer running in order for it to work, for 80 bucks you can buy a HP Thin Client, hook it up and you never have to worry about it again.Great little invention.
Posted on 4/21/2010
I wished I would have checked into this further, as I as a consumer also feel that it is a big rip off. They say pick your own number, but they don't tell you the charge for that. Also the area code for our city is NOT AVAILABLE in the area, meaning that anyone calling me it would be a long distance charge to them.So now, after chatting with reps etc, 30 trial ran out and I am now sitting on the stupid MAGIC Jack....Be aware of this scam......
Posted on 4/18/2010
PO Box 6846
West Palm Beach FL 33405
Company rating: F (zero stars)
Customer service: F
This is a scam. They take the money and run. Customer service via website is disabled. Customer service via telephone non existent -- endless on hold loop.
Don't buy this product.
Posted on 3/23/2010
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
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
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
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
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