magicJack PLUS Review

I’ve long been a proponent of Voice over IP (VoIP), having dumped the phone company over 7 years ago.  During this period I’ve used 2 major vendors and only  switched to the latest one because my former VOIP supplier was getting greedy.  The price performance has been outstanding and the quality has been more than acceptable.  I’ve never stood still and have continuously compared other VoIP providers offers, but I have not considered magicJack a serious player.  This is because the magicJack required your computer to be running for it to work.. That’s until now!   The new magicJack PLUS can be plugged into a router or broadband modem, just like the big boys.  Also, I got turned off by the extremely annoying video on their home page.

Before I get into the details, perhaps a little refresher is in order. To use the magic Jack, or any VoIP device for that matter, you’ll need a broadband Internet connection. For magicJack a minimum bandwidth UPLOAD speed of 128 kb/s is required.  This would probably be cable or DSL, but not satellite.  It doesn’t make sense for someone to subscribe to broadband just for the telephone capability, so Grandma and Grandpa may want to stay with Ma Bell.  You should also have a minimum understanding of your home network, because there will be times that you’ll have to reboot your modem and router to clear up problems.  You should also be aware that if you lose power or Internet connection, you’ll also lose your phone capability.  I’ve addressed the power issue at my house by plugging my cable modem and router into a UPS.  This gives me an hour before I lose telephone service and covers most short power interruptions.

Features provided by magicJack:

  • Voicemail
  • Caller ID
  • Call waiting
  • Call forwarding
  • Your own phone number
  • Unlimited free calling within the US and Canada

There’s really not much to the device.   You may not even need the smaller of the two cables.  It’s a USB extension cable and you may be able plug the magicJack into your computer without it.

I decided to see how idiot proof the installation was, so I plugged the device into my LAN, via a powerline Ethernet adapter, hooked up the phone and within 30 seconds had a dial-tone.  There’s no computer involved in the configuration, but to keep the device active, you’ll have to register the magicJack online within 48 hours of installing it.  To minimize the number of variables when testing this thing, I used a corded phone, so the sound quality wouldn’t be affected by cordless phone issues.

Here’s a closer look at the setup.  The magicJack plugs into the AC adapter, which plugs into the AC outlet.  On the left of the unit you have a socket for the phone cable and one for the LAN cable.  You could of course run the LAN cable from your router or switch.  I like using powerline Ethernet because I can locate the phone anywhere there’s an AC outlet.

Here’s the setup when using the magicJack with a computer.  Because of the clearance to my USB ports, I needed the extension cable.  If using a laptop, this probably wouldn’t be necessary.  This setup is simpler, in that all you have to do is plug a phone into the phone port.  Power is supplied by the USB port.  However, to run in this configuration, the computer must be on and the softphone magicJack application has to be running.

The first time you plug the magicJack into a computer, it loads the softphone application and has to be registered.  This process takes about 14 screens of selections.  Here you will get an online account and select a phone number.  Unfortunately there wasn’t a number available in my home state of New Hampshire, so I elected to get a California based number.  There is the option later of changing the phone number, for a fee, if one you want becomes available.

Be very careful when navigating the registration screens.  Most of them have an up-sell button and of course, it is the biggest.  If you don’t pay attention you could be signing up for more than you expected.  The above screen shot is one of the less egregious examples.  At the end of the process you should have a phone number and online account.  Also, be sure to use the address where you expect to use the magicJack, when you sign up.  This address will be used for the E911 service.

Now that we’re all registered, we can either leave the device plugged into the computer or plug it directly into a LAN port.  I’ve opted to use the LAN port option because it doesn’t require the magicJack application to be running.  However, when traveling I can take the device with me and use it with my laptop and when configured this way, I can either use a telephone plugged into the device or I can select to use the laptop speakers and microphone to make calls.  This is changed in the softphone application.

When plugged into the computer, the above screen will pop up for an incoming call.  At this point if you are using a telephone you pick it up and answer as normal.  If using the computers audio, you would click on accept and begin speaking.  You can also use the pop up window to place calls and listen to voicemail.

click image to enlarge

Regardless of whether you connect via the LAN or PC, you can access your magicJack account via a web browser.  Here you have some options that can be changed and you can access your call logs.  You may notice the switch for stutter tone at the bottom.  At first this didn’t work, but now it does and it triggers the voicemail indicator on my phone.

Now the question is “how’s the voice quality?”  I must admit I am pleasantly surprised at the quality of the conversations I’ve had.  With all the VoIP devices I’ve owned or reviewed, I’m used to echos and delays, but I’ve experienced none of that with the magicJack.  This runs counter to what I’ve read about the device in online forums.

In short, this latest version of the magicJack could make them a serious player in the VoIP space.  I now am considering dumping my current provider.  If you’re thinking about jettisoning your POTS phone, the magicJack Plus may be the way to go.  They do give you 30 days to try it out, so you don’t have much to lose.  Now if they’d only do something about their annoying home page and stop the bush league up-selling on all their screens.

Note:  The Gadgeteer is not affiliated with the Magic Jack company in any way.  We don’t provide customer support for them.  However, many of our readers seem to have chosen the comments section for this review as an informal peer support forum.  There are hundreds of comments with this review, and it’s likely that your question has already been asked and answered.  If not, and if none of the other readers can help you, you’ll need to contact Magic Jack directly.

 

Product Information

Price:$50 for the device and first year service; $19.95 per year thereafter
Manufacturer:MagicJack
Requirements:
  • Broadband Internet
Pros:
  • Inexpensive, easy to install, many included features, very good voice quality
Cons:
  • Account web portal needs some work. Not intuitive.
Posted in: Home, Kitchen, Reviews

2326 comments… add one

  • Angie September 11, 2013, 3:26 pm

    I still like my magicjack doing so well I just transferred my land line phone number to the magicjack. The only thing that stinks is you have to pay a one time fee of $10.00 because you changed your number. And $19.99 to use a US number to do the switch. By the time I was done it cost me on my credit card $32.33 . So when my year is up I will have to pay $29.99 fee for another year and 9.95 fee each year to keep that number. Another thing is that it takes up to 10 business days to transfer a number. But I still love it.. And it still will save me money in the long run.

  • Veronica Deor September 17, 2013, 11:42 pm

    Magic jack plus prospect users beware. Your internet company might have a way to prevent you to use the magic jack plus when you plug your esternet to the router. That’s what is happened to me. I renewed for 5 years service of magic jack plus on 8/17/13 right after that I found out that it doesn’t work as they said. I called them and got online for live online help. I spent 6 hours talking to agents after agents including their top 1% agents they all give up but they refused to refund me. So I lost over $100 and can’t use the service.

  • Tom September 18, 2013, 7:29 am

    Veronica: You say you renewed for 5 years? Was the MJ+ working ok prior to the renewal and nothing else was added or changed?? You seem to be placing the blame on the Internet Company? Was there a actual determination made that the IP was in fact preventing the MJ+ from working? Something here is not passing the “smell test”. I am not saying that you are not having a problem and am sympathetic with you……..but I feel there may be other issues. I have used mine with Charter, Comcast and Centurylink DSL as well as several others while traveling and have never encountered a IP blockage??

  • LorenzoJ September 18, 2013, 9:11 am

    Perhaps Veronica could post the name of her internet provider and how it was determined that they were the source of the problem. A real gap in information here so far. Must have been working well to prompt her to renew for 5 years. What changed after that ?

  • Angie September 19, 2013, 4:29 pm

    Bad news folks!! Just when I transferred my landline number is when I started to have problems, People where saying I was mumbled and or missing words like a bad connection on a cell phone. I took 5 days of heck with this. It may work for some people but you must have the internet power speeds to use this and I apparently don’t have enough. Of course it cost me money to transfer my number in the first place $32.00 that I can’t get back. But I can take my magicjack back to radioshack where I got it and they have a 30 day money back…

  • Dan September 19, 2013, 9:03 pm

    I have been using MJ plus and have no problems. I do miss the screen with the caller id and records. I would like to know if you can use 2 MJ plus at the same time. I have win7, 64bit, intel 7, 3.2g, 12g ram, at&t uverse. Speed test have been 15.6 dn load, .95 upload.

  • SteveHC September 19, 2013, 10:47 pm

    Dan: The answer is YES. BUT – Assuming you want each to have its own phone number, you cannot have more than one running on one *computer* at the same time. You can have both running off of the same *router* though, provided that they are connected to different Ethernet ports. Or you could have running off of a PC and the other off of the router. Or one off the PC and the other off of the router. Or one off of one PC and the other off of a different PC.

  • SteveHC September 19, 2013, 10:51 pm

    Sorry ’bout the screwy post above – was typing way too quickly for an iPhone – but I think you’d get the gist of what I was trying to say.

  • LorenzoJ September 21, 2013, 11:44 am

    “This is a bill.
    Certain emergency communications districts have required that we attempt to bill you via email the charges they impose for your being able to dial 911 services. If you wish to continue to be able to dial 911, it is important that you pay this charge…….. ”

    Is this something I should be concerned about guys. The charge is .75/month and chances are in an emergency I’d be using my cell phone anyway.

  • Carlos Morales September 21, 2013, 1:39 pm

    I have used Magicjack Standard for many years with good experience but I had the bad idea changing the Standard to Plus 2014 and has been a headache. The phone change his configuration frecuently and the Magicjack technical support is very, very bad. This peoples don’t know about this new device. I will change to may old MJ

  • SteveHC September 21, 2013, 5:24 pm

    LorenzoJ:

    For $0.75/month why worry about it LOL.

    Now don’t quote me on this, but here’s MY current “take” on this matter:

    If your magicJack account currently shows that you have 911 service enabled and active on your magicJack number/device:

    If you don’t mind magicJack charging your credit card directly for the service, simply store a credit card within your magicJack account online. If you do this, magicJack *may* automatically charge your card for the annual 911 fee for your locality when the time comes (I *think* it’s sometime in October but I’m not certain). BUT it’s ALSO possible that magicJack will NOT charge your card for the service – in which case your local 911 emergency service provider reserves the right to bill you directly for it. If you do NOT want magicJack to charge your credit card directly for 911 service, I suggest that you simply not leave a credit card on file within your magicJack account online (just add it onto your account when it comes time to renew your regular magicJack phone service, then take it off again right after the transaction gets posted to your credit card account).

  • Tom September 21, 2013, 5:31 pm

    Lorenzo: I got the same message but somehow it just doesn’t look right to me so I did not click on it. Good way to get a virus sometimes. If anyone else out there has any info on this would like some feedback. Personally I do not use my MJ where 911 is a issue but may have no choice, but they can figure out how to bill me if they want the money, I do not intend to just send money because a e-mail says to do so.

  • Tom September 21, 2013, 5:33 pm

    Steve: Sorry did not see your reply. Must have been typing mine about the same time.

  • Ralph Pittenger September 21, 2013, 5:36 pm

    I thought this was some sort of phishing deal or a hoax trying to raise a potful of “dough” ! !

  • LorenzoJ September 21, 2013, 7:53 pm

    Actually I thought I remembered some such item on a prior MJ news / notice. The concept of yet another artificially constructed monthly “fee” from a nameless utility / agency is troubling to me. Plus of course leaving a credit card for a recurring fee. I am not doing it legit or not. Such BS.

    I have a very low cost cell service and no one from there has said “Oh by the way there is a monthly fee if you want to be able to call 911″

  • SteveHC September 21, 2013, 8:08 pm

    LorenzoJ – You *are* being charged for your 911 service on your cell phone, they just don’t offer you the choice like MJ is.

    This is not a “scam,” folks. Your local 911 authorities have been collecting this fee from all landline, cell phone, and *most* VOIP providers for many years. They’re just now getting around to trying to collect it on MJ customers, and MJ has been fighting hard for quite awhile to try to avoid having to collect it from us on their behalf.

  • SteveHC September 21, 2013, 8:18 pm

    BTW – This is the 3rd email from MJ out to its customers on the subject. The emails were necessary legally, because the counties & municipalities trying to get MJ to start collecting the fee have been trying to drag MJ into courts to try & *force* the company to start collecting it… to date, MJ’s response to them seems to be that it will “try” to collect the fee from those customers who wish to receive 911 service on their MJ lines.

  • LorenzoJ September 21, 2013, 8:18 pm

    Makes sense. Just didn’t recall seeing it in a fee breakdown before.

    Anyone here planning on paying the fee to MJ ?

  • Tom September 21, 2013, 8:43 pm

    There has always been a 911 surcharge on landline and cell services as well as the larger VOIP providers such as Charter and Comcast. I spoke rather quickly in my previous post. I went into it and mine is .36 cents for the remainder of the year. Not worth the effort of arguing. I did go in and pay it with CC. Will wait a couple of days then extract my CC info from the MJ files. Then see what transpires.

  • SteveHC September 21, 2013, 8:55 pm

    One last comment from me regarding 911 service fee collection:

    ALL “regular” landline and *post-paid* cellular providers are required to and DO collect from their customers whatever the 911 service fee is as established by the customer’s local government – it is NOT determined or set by the phone company.

    Whether or not such a fee is charged to VOIP and/or *pre-paid* cellular customers is *also* determined by one’s local government. When the local government requires payment of such a fee, *generally* only those VOIP providers that offer “full-fledged” telephone network services are required to collect it from their customers. Thus, truly free, non-network VOIP providers such as Google Voice and the free Skype service are usually considered to be exempt (because they are considered to be merely “data services providers” rather than “telephone service providers”), while subscribers of VOIP companies such as OOMA and Vonage are required to pay it (because they are considered to be full-fledged “telephone service providers”). These VOIP companies generally collect the fee from their customers on a monthly basis, while pre-paid cellular providers generally collect it at the “point-of-sale” (the fee is either separately itemized or already included in the company’s charge to the customer); regardless of *how* it’s collected, it is passed on to one’s relevant local government agency and is NOT kept by the phone service company. It is NOT considered to be a “tax” per se, but rather a local government-mandated “user fee” that goes to help pay for the costs incurred by local governments to operate their local 911 call/dispatch centers etc.

    MagicJack has been *trying* to argue that it too should be considered to be a “data services” provider and that therefor it too should be considered to be exempt from having to collect the fee from its customers. However, because the magicJack company is directly affiliated with the YMAX Communications (telephone services) company, and because the magicJack devices generally operate ONLY when they are connected to YMAX’s telephone network, the company’s legal claims in this regard has increasingly been falling on rather “deaf ears.” MOST VOIP providers have been collecting the fee for a VERY long time now; MJ is the only major full-fledged VOIP provider that *I* know of that has continued to actively try to avoid having to collect it from its customers.

  • LorenzoJ September 21, 2013, 9:18 pm

    Thanks once again Steve for your as usual clearly detailed and comprehensive information.

    The MJ notice almost made it seem like it was the users choice re having 911 available on their MJ phone or not but that really doesn’t seem to be the case as far as the governmental entities are concerned.

    Interesting that Tom’s fee is .36 till years end and mine is .75 per month. Not a lot I agree but since I’m someone who found themselves with an unexpectedly and suddenly small retirement I do tend to pay attention to these “little” expenses

  • Tom September 21, 2013, 9:31 pm

    Just as a follow-up I also use Ooma and have 4 of their accounts and their monthly 911 surcharge is $1.59 per month. Unusual considering that the 911 fees as Steve stated are established by the local governing bodies that provide the 911 service centers. Ooma’s charge is the same on all 4 of my Units even though they are located in different states and have different governing bodies. Could be that they have it at that amount, take out what is needed for the locals and simply use the rest for whatever?? Just reporting what I see……………..thoughts Steve??

  • SteveHC September 21, 2013, 9:58 pm

    LorenzoJ – My pleasure. And I agree with you 100% on all counts: Some local governments have been trying to FORCE MJ to collect the fee from all of its customers who have an address within their jurisdictions by trying to take MJ to court; MJ’s response so far appears to be that it will “try” to bill for and collect the fee but that it will ALSO offer its customers the ability to “opt out” of e911 service altogether.

    Obviously, MJ – like pretty much all other private companies – would prefer to NOT have to collect taxes and/or fees from its customers on behalf of government, for the simple reason that it actually COSTS the company money to go to the trouble of collecting the money and then forwarding it on to the government… and when their are hundreds or more different government entities involved, each with its own regulations and fee or tax amounts, the cost to comply with them goes even *higher*. MJ’s attitude (and rightly so, I believe) is that if a particular government authority wants a MJ customer to pay a certain fee to that government authority then that government authority should bill the customer directly for it rather than demanding that MJ incur the cost of collecting and forwarding the fee.

    And I *Iabsolutely* know what you’re talking about regarding being on a relatively limited or fixed income. Most MJ customers are on a limited or fixed income – if we weren’t we probably wouldn’t bother with VOIP in the first place – and most of us are smart enough to know that when you add up a little cost savings here and a little cost savings there, if you do it carefully and “right” you can easily wind up saving a thousand dollars or more (total) over the course of a year – and without having to “do without”… at least that’s what *I* do. Heck, I don’t even pay for cable tv service, I get my high definition tv for free from an indoor amplified antenna. And I saved up for and bought a TiVo dvr with “product lifetime service” that is connected to that antenna (the dvr is also connected to my router, so anything else I want to watch I can download to the dvr from the Internet – even when I have to pay for such a downloaded program it’s STILL *WAY* cheaper than paying for monthly cable tv service). So I pay my local cable provider $40/month for their cheapest broadband Internet service – still over-priced if you ask me – and THAT’S IT.) My city’s government has just recently decided to start applying an additional tax on our local electric bills – to be collected by the electric company, of course – so I’m going to “make up” for that additional expense by installing “low flow” shower heads in my two bathrooms, which will decrease my monthly water bill (which also gets paid to my city government) by about the same amount. Yeah, guess I’m a “cheap” you-know-what ;-) but I’d rather spend my money on things like food, paying my mortgage, healthcare expenses, occasional travel…

  • SteveHC September 21, 2013, 10:09 pm

    Tom – OOMA *ALSO* charges you the Universal Service Fund fee – AND its *OWN* monthly “service fee” (they may call it something different but that’s *exactly* what it is) to cover the costs that *it* incurs to collect those fees from you, pass them on to your local governments etc., and whatever THE COMPANY decides are its costs to fully comply with any and all other government regulations. In other words, OOMA charges you monthly not only the government-required taxes and fees but ALSO whatever it wishes to cover its cost of complying with government rules, regs, etc. Couple that with the fact that some local governments require you to a fee while others don’t, and you wind up with a situation like OOMA’s wherein the company can charge you pretty much the same monthly fee regardless of where you live… at least theoretically. But keep in mind that OOMA’s monthly e911 service is determined NOT by a phone number’s area code or local exchange prefix but rather by the *address on the OOMA account* – the specific phone number is completely irrelevant.

  • SteveHC September 21, 2013, 10:17 pm

    Oh – and Tom, by the “address on your OOMA account” I mean the BILLING address on your OOMA account, NOT the addresses “attached” to each OOMA phone number for e911 service purposes.

  • Tom September 21, 2013, 10:40 pm

    Steve: I was only responding to the 911 fee which Ooma does charge and thought I stated that. In addition they also charge a Regulatory Compliance Fee of $1.78 and a Federal Universal Fee of $0.34 for a total of $3.71 per month. I would think the 911 fee would be tied to the location one would have listed for 911 service center which as I stated are in different locations. I though this thread was aimed at 911 fees not overall charges so I never alluded to any other charges. The address on the account should be the physical address of where the service is located and that should represent the 911 location regardless of what the number is. As you stated numbers should not really make a difference to the 911 service centers…..with VOIP you can easily have a number out of a California Area Code being used in New York………….address’s are the key element, they have to be right and I doubt that any of the VOIP provides want to keep track of the different 911 local fees with the mobility available through VOIP. We aren’t in Kansas anymore Dorothy. ;-) The reason the governing bodies do not want to refer to it as a tax is then the fee is also subject to tax itself. Getting you twice and it has been going on for years, not just with the 911 fees but other government mandated telephone fees as well. Easy collection by the government. They mandate it, the companies collect it and pass it on….and then take the blame for high rates.

  • SteveHC September 21, 2013, 11:06 pm

    Tom – Even though it may seem to make little sense, VOIP providers (and others) generally collect the e911 service fee(s) based on your account’s billing address rather than collect different amounts based on each number’s associated e911 address that is listed on the same account. And all of the e911 service fee money goes to that one single local government authority rather than being split up among the multiple local governments. It is what it is… ain’t government regs remarkable?!

  • SteveHC September 21, 2013, 11:16 pm

    BTW, I’m not aware of any local authorities that include their e911 service fee in whatever phone *tax* base they employ. I’m not saying there aren’t any at all that do that, just that I’ve not heard of any that do it.

  • LorenzoJ September 22, 2013, 12:10 am

    SteveHC – I try to save your more technical posts in a folder for future reference but I for one wouldn’t mind seeing you gather your best tips and tricks for getting the most out of MJ, phone, internet, tv and other related goodies into some organized format.

    Thanks again for sharing your experience and research time

  • Tom September 22, 2013, 6:13 am

    To All: I think we all are somewhat confusing this issue even though we are trying to talk the same language. Here is a link to some information which may outline many of the questions and concerns we have. It is not just a MJ issue nor can or should the 911 or E911 try to be avoided. As I stated the physical address where you are located is the important thing to be kept updated and can easily be changed is just a few minutes by going to your MJ Account and doing it yourself. At any rate hope the link is worth reading to you.

    http://www.fcc.gov/guides/voip-and-911-service

  • LorenzoJ September 22, 2013, 10:23 am

    Good link Tom. Acouple of points struck me as possibly pertinent

    “VoIP providers may not allow their customers to “opt-out” of 911 service.”

    “Subscribers of VoIP services that do not fully interconnect with the PSTN should be aware that providers of those services are not currently required to comply with the FCC’s 911 and E911 rules. ”

    I assume that mostly MJ does “fully interconnect with the PSTN” ?

  • Anthony September 22, 2013, 11:41 pm

    When I heard they were going to start charging for 911 services, I went to the configuration page, because I remember I had to enable that. I wanted to disable it, because would never call 911 from my MJ(+). I figured that they would stop emailing me if I didn’t have that enabled. Imagine my surprise when I couldn’t find a way to unenroll or opt out from that part.
    Anyone know how?

  • LorenzoJ September 23, 2013, 12:17 am

    Anthony, check the link to the FCC regs posted by Tom just above.

    One guote:
    “VoIP providers may not allow their customers to “opt-out” of 911 service.”

  • Avis Dillonn September 25, 2013, 11:03 pm

    I see different prices for the yearly charge for Magic Jack. I have one purchased from the company and was charged $29.99 for the year. Other places I have seen the price listed as $19.99 per year. Which is it?? Obviously I prefer to pay the cheaper price

  • LorenzoJ September 26, 2013, 9:53 am

    It is 29.99 by the year and 100.00 for a 5-year contract term (20.00 / year). If you are unsure of the suitability of MJ for your needs or have concerns about the future of MJ then the yearly contract may be the smarter/safer deal. MJ not enthusiastic about refunds on cancelled contracts.

    I have chosen the yearly route as it is hard to forsee what more attractive alternatives may appear. That said I have had essentially no problems with my MJ+ device and service in going on two years

  • Enosh S October 3, 2013, 2:32 pm

    I purchased a Canadian phone number with magic jack. I was just wondering how I would do a switch of my current bell phone (another phone line with bell) number to magic jack, as everytime I try to transfer my current bell canada landline number to magic jack number it gives me a message that I can’t do that switch. Plus I’m trying to do this swap ASAP so I can cancel my bell landline account.

  • LouisM October 3, 2013, 3:11 pm

    Enosh,

    I have a Cdn number as well, but save the hassle of porting, and just use one from the list.

    I picked an easy number to remember and there was no charge.

    Right now I get billed around $12 a year for fees, and I’ve prepaid for a 5 year plan. I’m on almost on my 3rd year, and don’t have many complaints. We get a few dropped calls, but for the amount we’re paying…Works out to be around $3.60 a month or something.

  • Graham Hall October 7, 2013, 5:59 pm

    Both my MJ plus and 2014 MJ plus are not working as of 6pm today. The lights on front are working but I get the error message to check internet connection. When I try the chat line I also get the error message. Is the whole system down?

  • Graham Hall October 7, 2013, 6:12 pm

    Jut got in touch on chat line. Apparently the system is down for upgrades. I thoght that it had to be a major systems issue and not localised since the lights on both of my units are funtioning.

  • Billy Jack October 7, 2013, 6:16 pm

    @ Graham Hall…Mine has been working all day and I just checked it now and its working…Maybe its just Canada, not sure…

  • Drew October 7, 2013, 10:34 pm

    Hello,
    I am considering getting this MJ+ and dumping my existing Frontier $40/month voice service (along with their crappy slooowww internet service).
    I would like to keep my same existing phone # and I have 6 telephones total in my home. Is there a way this MJ+ device will allow me to use all 6 telephones in my home?

  • Avis Dillon October 7, 2013, 11:00 pm

    I have no intention of signing up for the 911 service. I have a cell phone I can use all the time and my MJ is not always connected..sometimes disconnects itelf from my computer for no reason. I can hear much better on the MJ than my cell so I do make most of my calls on it when I am home. Don’t have or want incoming calls tho because the MJ is in my bedroom and I am not always there.

  • LorenzoJ October 8, 2013, 9:10 am

    Drew, check the link to the FCC regs posted by Tom just above.

    One guote:
    “VoIP providers may not allow their customers to “opt-out” of 911 service.”

  • stan jacob October 8, 2013, 2:19 pm

    I have just ordered my 5th MJ divice. All have failed in use..replacement is free but a service fee is 15 $$ now I,m up to 75 on top of purchase and fees..I was trying to find out if others had to replace this many times in two years..
    Please let me know your history

  • Graham Hall October 8, 2013, 3:45 pm

    @ Billy Jack
    Last night at about 10pm I got back the dial tone instead of the error message. It must have been the server to which I am connected. Chat line said the crash was due to an upgrade. Not sure if I am hearing things but it seems that the volume on the 204 is a bit louder. Anyway all is well again

  • Graham Hall October 8, 2013, 3:59 pm

    @ Stan Jacob
    I am on my fourth MJ in four years. I replaced the original USB MJ with a plus in 2011 after two years of service. It died in November 2012 and had to be replaced at no cost except shipping. It is still working. In June of this year, I ordered the 2014 which is working to my satisfaction. There were some issues with it recognizing DTMF tones on automated answering systems which was resolved by customer service.

  • SteveHC October 8, 2013, 4:58 pm

    Stan Jacob – I’ve had an older, “standard” MJ for a few years and a MJ+ for about 2 years now – neither device has ever failed me. The older devices were somewhat prone to weakening of their USB connector when people weren’t careful when plugging/unplugging the device from their computers etc.

    Regarding the MJ+ devices: the best way to insure against premature failure is to a) keeps it powered via a decent uninterruptible power supply that provides at least minimal automatic voltage control or regulation and power surge protection, and b) to connect the device to its a.c. adapter via the included little USB extension cable (this seems to help cut down on excessive heat transfer from the adapter to the device). ALSO – Very often it’s not the MJ+ itself that fails, but rather the a.c. adapter that ships with it; the company can provide a replacement adapter upon request, and other brand adapters that output similar power level often work quite well with the MJ+.

  • LorenzoJ October 8, 2013, 5:10 pm

    Because my MJ+ came with a straight inline ac/usb adaptor, I switched it out for a right angle one that came as an older cell phone charger adaptor. This kept the device out in the air in my installation setup and cooler as Steve suggested. Creeping up on 2 years with no trouble yet

  • Avis Dillon October 8, 2013, 5:17 pm

    If we are not allowed to opt out of the 911, why is MJ showing a link to click if you want it! I don’t want it. My MJ is not always connected and when it is, it is in my bedroom and not accessible if I am somewhere else…and as I said before, sometimes it simply closes itself for no reason. Suppose I needed to dial 911 and it had shut itself off. It takes several minutes to reload and a 911 call, being an emergency, I sure wouldn’t want to wait until the darn thing reloads to make that call!

  • LorenzoJ October 8, 2013, 5:30 pm

    Avis… I agree with you in theory but was just saying that the powers that be have been pushing MJ to collect the fees the local entities charge each of us for 911 service in our area. MJ was trying to delay or get out of this cause it is not beneficial to them financially. But the FCC regulations clearly state that for the type of phone service that MJ offers they “cannot allow their customers to opt out”. MJ I imagine would like to hand the whole issue over to the local authorities to collect the fees. But they in turn want MJ to collect and send it on to them. No one is happy…

  • Avis Dillon October 8, 2013, 5:36 pm

    So how do they propose to collect the fee if I don’t give them a credit card number? If they cut off my service, I will scream to the FCC because I PAID for the device and PAID for a year’s service. I suppose all they can do is add that lousy .75 to the yearly fee in advance so you have no choice when you pay for the service.

  • LorenzoJ October 8, 2013, 5:45 pm

    Avis…. calm down. MJ is not talking about cutting off anyone’s service. Because the agencies are putting pressure on them to collect the fees they are sending out these “voluntary bills” at this time. Pay it or don’t pay it. It is not a part of your MJ service as far as they are concerned. What will in theory happen then is that your local regulating authorities will bill you directly for the “911 service”. How you deal with them is up to you. Who knows, they may never send a bill. I do imagine that at some point in time these guys will force MJ to collect the fees just like they are forcing out of state businesses to collect sale tax on every sale pretty soon.

  • SteveHC October 8, 2013, 5:47 pm

    Avis Dillon – The company had *previously* indicated that under such circumstances they would submit your contact and/or other account-related info to your local 911 government authority so that that authority could bill the 911 fee to you directly. What will *actually* happen is anyone’s guess.

  • Avis Dillon October 8, 2013, 6:06 pm

    Well, they’ll have to find me first. Have laptop, will travel. I can prove that I have access to a cell phone for 911 calls if necessary. Sounds like a lot of trouble for them to go to for a lousy 75 cents a month. Maybe I can mail the 911 authority 75 cents in pennies every month LOL

  • LorenzoJ October 8, 2013, 6:21 pm

    Well you know Avis, a little blood in the water or a lot, it doesn’t matter, the sharks are still going to find you…. lol

  • DennyH October 8, 2013, 10:30 pm

    Enough about the 911 charge.
    If one keeps stressing out about the 911 charge…you are going to HAVE a heart attack…and you’ll NEED the 911 service…,.and they won’t come as you are on the “list”…and then you’ll barely survive and become a zombie…and when you are a zombie your vision will be blurred and you won’t be able to dial the phone and no one will want to call you…don’t stress….

    :)

  • DennyH October 8, 2013, 11:13 pm

    Drew,
    >Is there a way this MJ+ device will allow me to use all 6 telephones in my home?
    Yes, but, it might not work with 6 phones.
    You can connect the MJ unit to your wall outlet and that will connect you to all of your phones. Disconnect any incoming line from the street.
    The MJ might not have the capability to supply enough current to all 6 phones. However, cordless phone systems count as only one “phone” for this issue as only the base unit is actually connected to the MJ.
    You’ll have to try it out during the 30 day trial period.
    I vote that it won’t drive 6 ‘corded’ phones but that’s just a guess.

  • John October 9, 2013, 6:54 am

    I miss call forwarding. When will they bring it back?

  • Jen October 16, 2013, 10:33 pm

    We used the mj for several years. Had some issues but it was livable. We upgraded to mj plus to save the computer from the 24-7 use. It worked for several days until I hooked up our new desktop computer (for a home business). It is not wireless but we run it through the Ethernet. When I plugged the mj plus back in my handheld unit says “Out of range. No power at base” Yet we receive voice messaged on the answering machine the unit sits on. I’ve spent many, many hours with MJ support (they can’t help me). I even bought a new home phone just to see if it was that…it also did the same thing. Anyone else have this issue? What in the world do I do now? Replugging the wires/units/etc did nothing.

  • LorenzoJ October 17, 2013, 10:13 am

    Jen – I am sure someone here can help you sort this out. But could you add a little more detail on exactly what you did to reconnect and activate the MJ+ after you hooked up the new computer

  • John October 21, 2013, 11:38 am

    Has this improved over Magic Jack?
    How does this effect the computer and phone
    at the same time?
    AM I going to have call issues as I did with magic jack?

  • Drew October 21, 2013, 3:00 pm

    ^^^^^^^^^
    Improved in what way??
    Not sure what you are asking.
    What call issues did you have with Magic Jack??

  • Tanstafl October 22, 2013, 6:19 pm

    @ Jen – Your post had little information and from your lack of response to provide more, you probably already found the problem? From the limited information in your post, I had to ‘read between the lines’ and even then it is difficult without more information. Nevertheless, the problem seems to centre on when you changed computers. It is a shot in the dark but I am willing to bet that this action involved moving one or more AC power connections? Something we seldom think of is the fact that many wall outlets have one of the connections controlled by a nearby light switch! The fact that everything worked for a few days suggests to me the possibility that somebody accidentally hit that switch and killed your cordless phone base. Was there any indication at all that the base itself had power????

    Failing the most likely, it gets more complicated so for myself, our Patriarch SteveHC, or anyone else to help further, please confirm/correct the following:

    1. It sounds like your original configuration was the MJ plugged into USB on your older computer. The phone line from the MJ split and went to BOTH a cordless phone base unit and a SEPARATE answering machine (albeit co-located)?
    2. Then, very recently, you upgraded to MJ+, plugged it into a router port, with the old computer on another port, and everything still worked for several days?
    3. Then along came the apparently critical change to a new computer, which you presumably connected to the same or different port on the router (where the old computer was connected)?
    4. Did the new computer still work on the Internet?
    5. You report that your ‘handheld unit’ (I assume a cordless phone) displayed ‘out of range’, ‘no power at base’. Was there any evidence at all of power on the cordless phone base (any light etc.)??? This is critical because it does seem to be a power problem.
    6. While in this condition, did you listen to the cordless phone, and if so was it ‘dead’ or giving a ‘fast busy’ signal?
    Don’t give up, millions are enjoying MJ, and while the company oversimplifies everything, there is usually an answer for legitimate, simple home use.

  • SteveHC October 22, 2013, 7:05 pm

    “…our Patriarch SteveHC…” – Hey I’m not *that* old LOL (well, I guess I have to admit that I *am* getting up there… ;-)

    Thanks for stepping in on this one, Tanstafl. I’ve decided to focus on questions pertaining specifically to the MJ+, the apps, related router/LAN issues, and money-saving strategies involving the MJ service while letting others such as you handle questions involving pc’s, other hardware, and computer OS issues.

  • Krishnappa October 24, 2013, 6:41 am

    Purchased MJ+ Oct 24th.
    MJ+ Works well connected to with or with out computer Airtel internet modem upload of 1.2Mbps.
    But when MJ+ with computer connected to internet broadband internet of 0.43 Mbps, it works very well. MJ+ with out computer connected does not work at all, giving error 1002 and says to contact MagicJack.com support. Chatted with MJ+ person, no solution.
    Supposed to work with minimum broadband 128Kb/s. Why it is not working? Please give help or comments

  • Patti F October 25, 2013, 3:53 pm

    Upgraded to MagicJack Plus and have had problems and headaches from the get-go. Their techies tell me I need 3.0 port for Plus to work. OK. That’s on one computer but not another. Bought the Plus as we wanted to keep old one on my husband’s computer. Turns out you need to register the MJ Plus and not tell them “replace” it. I figured I need to replace it as I would no longer be using the old MJ. Now the old one will not work on my husband’s computer. Techies state my bad. To get the old one to work, they say I need to purchase either one-year or 5-year service plan. I argued that I had 3-1/2 years on my old plan and one year with new MJ Plus so one should apply for one computer and one for the other. They say I messed that up when I said replace so they will not use partial credit on old one. Took over 2 hours today for them to tell me they won’t honor my contract although I’d specified to 3 different agents prior to buying that the purpose of purchasing the new one was to use on a different computer. Not one of them said “be sure to register by hitting ‘register’ rather than ‘replace.'” Shame on them. I refuse to spend another $32 after having spent more than $150 recently to keep using it. To top it off, it cannot work wirelessly in our new home due to problem — and that was initially addressed in another over 2 hour tech call. Finally gave up and just use it like the old one which means I could have saved money, time and aggravation by staying with initial purchase.

  • Donna October 25, 2013, 5:46 pm

    This product is crap, It cuts off if you talk for over an hour, half the time when you are talking to someone, the other person on the other line always says “I can’t hear you, sounds like you are in a tin can” I cancelled my account and I am still being billed for it. I contacted live customer service reps and they are USELESS! Do not buy this product, its garbage and its really hard to cancel as they are dumb and keep charging you. DON”T BUY PEOPLE, DON”T BUY.

  • DennyH October 25, 2013, 7:33 pm

    Jen,
    Have you tried your cordless phone system on. Known good phone line such as at a friend’s house? The power message suggests that your cordless phone is the problem, not the. MJ+.
    What is your computer plugged onto?
    What is your mj+ plugged into?

    Denny

  • LorenzoJ October 25, 2013, 9:29 pm

    @Donna

    I guess that makes all of us who have been more then happy with the device and the overall performance and call quality for various multiples of years delusional idiots then. You would be better served to say that YOU have had problems and seek help here rather then denigrate the rest of us.

  • SteveHC October 25, 2013, 9:35 pm

    “Donna” – I’ve had magicJack for well over 2 years now and have never had the problems that you say you’ve had.

  • LorenzoJ October 25, 2013, 9:46 pm

    Thankyou SteveHC for showing the civility and restraint that I did not. I’ve had a long tiring day in my real life.

  • Tanstafl October 25, 2013, 10:28 pm

    @ Jen and DennyH,
    I did not suggest that the cordless phone was the problem. Jen already stated that she bought another phone – with the same results. I merely suggested a long shot *possibility* that her cordless phone base unit was plugged into a wall socket controlled by a light switch.
    Jen, I suggested not giving up, but should have qualified that: *as long as there is a simple solution and you are not close to the end of your 30 day trial.* If on the other hand, the 30 days is almost up then by all means do give up and return it immediately saying that it may be ok but doesn’t work in your situation. All too many hang on too long, and then whine when they can’t get a refund. You then have time to discuss the matter further and maybe try again.

  • Drew October 26, 2013, 1:06 pm

    I ended up returning my MJ+ after about a week. The 2 main reasons were that the peoples voice from incoming calls were too low in volume and that I kept hearing a humming sound in the line.

    I researched and found you can adjust the volume ONLY while having it hooked up to your computer and NOT while it is hooked up to your router. That was disappointing.

    I now have an Obi100 device coming in later today to try it out with Google Voice. I hope the Obi is better than my experience with MJ+……

  • jarrettwintertech@hotmail.com October 26, 2013, 1:16 pm

    Magicjack the COMPANY is the worst in the World

    First off my reason for purchasing the Magicjack is because I am in the Bahamas and want to make free calls to the United States.

    1.If you live in the US and want to use this as your main phone number..DONT DO IT. There are alot of times echos and sometime you have to do alot of repeating youself. It was barely satisfactory for me and I only made a couple calls a week.

    2. When my year of free service was almost up about 3 weeks before I decided I would renew it. Went on the site went through the process and everytime I would press the button to pay it would not. So I decided to contact CUSTOMER SUPPORT.

    MAGICJACK CUSTOMER SUPPORT OF LACK THEREOF LEAVES ALOT TO BE DESIRED.

    It seems like they contract out a company to do their customer service.

    FUNNY ENOUGH FOR A COMPANY THAT PROVIDES PHONE NUMBERS THEY HAVE NO CUSTOMER SERVICE NUMBER TO CALL LOL. THEY ALSO DNT HAVE A CUSTOMER SERVICE EMAIL.

    You chat online with these people I talked to over 10 and they give you some nice talk that your account is under review and they will email you back…cnt give you a estimate time. Well I have been waiting over 2 months no response.

    So I bought a whole NEW Magicjack…went through registration and it work for like 2 days and told me after that it was not registered. Obviously another round with customer service wud b a waste of time to I returned it.

    PLEASE IF YOU CAN AVOID IT PLEASE DONT BUY MAGICJACK

  • LorenzoJ October 26, 2013, 2:08 pm

    @ Drew

    Interesting….. I have controlled the volume at my hand piece after the initial setup with no problem and very good results. The only sound or background noise I experienced was while connected to the computer. Once moved to the router have had no further sound quality issues whatsoever going on 2 years

  • Drew October 26, 2013, 2:14 pm

    @LorenzoJ,
    According to this site, there is no fix for low volume on the MagicJack Plus when it is connected to the router:

    http://mjcheck.low.li/2013/07/volume-fix-for-magicjack-plus-with-router/

  • LorenzoJ October 26, 2013, 2:16 pm

    Interesting that the people with the longest negative rants give little or no specifics re their equipment and setup procedures. And in some cases seem to be trying to achieve good results in a less then ideal situation on their end.

    No one thinks the MJ customer service is anything approaching really good but many of us don’t expect more for what we paid and have had long trouble free experiences with our devices and the sound quality

    There are some pretty good tech guys here who are happy to help people who actually would like that help

  • LorenzoJ October 26, 2013, 2:24 pm

    @Drew

    I agree, but just saying that the volume control on my phone device itself allowed me to increase to a very satisfactory level. I speak regularly with friends from coast to coast and only have sound volume or quality issues with one local person on occasion.

    Perhaps a device with more built in amplification control would help you too. Mine was a fairly inexpensive cordless also and worked very well for me.

  • SteveHC October 26, 2013, 4:05 pm

    “Jarrettwintertech”:

    1. *I* live in the U.S., use my magicJack Plus connected directly to my router, like a million other Americans have been using it as my main telephone for well over two years now, and am VERY happy with it – no significant problems whatsoever. It has been and continues to be just as good-sounding as a regular landline, and FAR more reliable than ANY cellular service that I’ve ever had.

    2. MagicJack service can NOT be purchased or renewed by anyone not living in the U.S. or Canada, at least not directly. There are very good reasons for this, although the company is giving some serious consideration to the possibility of expanding internationally… but in the meantime it continues to be intended for residents of those two countries and with billing addresses and payment vehicles existing within them.

    For a resident of some other country to claim that U.S. residents shouldn’t buy or use magicJack because a resident of some other country – such as yourself – has experienced difficulties with it is just plain crazy and makes no sense whatsoever.

  • Drew October 26, 2013, 4:42 pm

    @LorenzoJ,
    All of my phone devices have a volume control. Even with the volume control at maximum setting, none of them made the incoming callers voice be at a sufficient level.
    The max setting only my phones using MJ+ was a lower volume level than the lowest setting on my phones using my old phone service.

  • SteveHC October 26, 2013, 5:01 pm

    A note on VOLUME:

    The complaint of the volume of a phone’s earpiece speaker seeming to be a bit low when the phone is connected to a magicJack PLUS that is connected directly to a router is a *common* one. Whether of not the problem manifests itself seems to be dependent upon both the design of the phone that one has connected to the MJ device as well as the type of phone equipment that is in use at the other “end ” if the call.

    The problem does not exist when the MJ device is connected to a computer, when the phone is placed into “speakerphone” mode (if it has one), or on a cell phone when using a magicJack app.

  • Tanstafl October 26, 2013, 6:55 pm

    @ SteveHC or conversely, anybody not quite happy with MJ+,
    “The complaint of the volume of a phone’s earpiece speaker seeming to be a bit low when the phone is connected to MJ+ that is connected directly to a router is a *common* one.” Right-on, SteveHC and agreed – whether or not the problem manifests itself, seems to be dependent upon both the design of the phone(s) that one has connected to the MJ device as well as the type of phone equipment that is in use at the other “end ” of the call.

    An as yet unknown number of these complaints seem to be related to peripheral equipment. Many moons ago, my major problem was a crappy router.

    If you are old enough SteveHC ;) do you remember VNL? FXO-FXS has an intentionally higher net loss (lower volume). Could it be that MJ+ was intentionally designed this way because of the plethora of uses people try to squeeze out of it? Is the terminating impedance one cordless base or multiple phones, faxes, answering machines etc. To my mind, this is like an FXO-FXS scenario.

    Personally, I love that little box that supplies talk battery, ring voltage, (has a codec & buffers internal or via USB), a hybrid of some kind, passes on CID and ‘talks’ VOIP; all of which never ceases to amaze me.

    In summary, I would suggest…..if it doesn’t work for you take it back before 30 days.
    State your problem on here with details of your failed configuration, equipment model(s) used; and somebody is almost certain to try to help.

  • LorenzoJ October 26, 2013, 7:41 pm

    Very informative posts as usual Tanstafl and Steve HC.

    Please don’t go away from this site any time soon.

  • Drew October 30, 2013, 10:26 am

    Well, I have installed and have been using an Obi100 device in conjunction with Google Voice and could not be happier.

    The Obi100 device physically hooks up EXACTLY in the same way the Magic Jack Plus device hooks up. Power, ethernet cable between router and device, and phone cable between phone jack and device.
    The Obi100 sounds crystal clear. It does not suffer from the humming sound or low volume of incoming callers like the Magic Jack Plus device I had sounded.

    This is my personal experience, and I hope this helps other people who have suffered from the same problems I had with MJ+.

  • Gail November 9, 2013, 9:09 pm

    Purchased majicjack+ and am a little worried about the hookup process not computer smart so was wondering is it really simple to setup and keeping my phone number very important will transfer of old number be easy help will wait for reply before hookup

  • Tom November 9, 2013, 9:33 pm

    Gail: It is easy to setup by just following the directions, however not all numbers are portable so you may be disappointed there. Good Luck.

  • LorenzoJ November 9, 2013, 10:56 pm

    Gail: Most here will suggest you select a free number as offered by Magic Jack and make sure the device and system works well for you before you try to port an existing phone number.

    Also follow SteveHC and others setup procedures detailed here

  • Gail November 10, 2013, 8:30 pm

    If I hookup the majicjack and receive a new number will I still be able to receive and make calls on my house phone with my original phone number

  • SteveHC November 10, 2013, 9:02 pm

    Gail – The answer to your question is YES – BUT if you want to use both your “regular” “house” phone line/number AND a magicJack with its own number you should NOT connect your magicJack device to your house wiring. You can either connect both your house wiring and the magicJack device to a 2-line phone, or use 2 different single-line phones (one for each line/number).

  • Rosa November 14, 2013, 1:22 am

    I just purchased mj+ and first plugged in my laptop to
    register and it is done without any problem. But there
    is NO dial tone on my wireless phone. Then I tried to
    hook up on my AT&T router. There is still no dial tone.

    I received an email saying I won’t be able to receive
    incoming call until my phone number has been ported
    to mj+. So I waited to see whether my phone will have
    dial tone after being ported. Today I received an email
    saying my phone number has been successfully
    ported. But my wireless phone still does NOT have dial
    tone. When I typed in for help for chat box, it stated it
    will cost me $48 to get tech support. I am so disappointed
    I got a phone does NOT work.

    Any one can tell me what is wrong with my connection?

    I am determining to make it work. Today I found this
    chat page with you all. I am glad some of you used the
    mj+ for a while and know quite a lot about how it
    works. Most important that you guys are willing to help
    others like me who is not tech savvy. And have no clue
    what went wrong. Please HELP! Thanks.

  • Graham Hall November 14, 2013, 8:25 am

    @ Rosa
    You mention that your wireless phone does not work with MJ. Do you mean your cordless phone? The cordless phone should be plugged into the phone outlet on the MJ device. This outlet is marked “phone” You should then connect an Ethernet cable (provided with the MJ ) from the MJ which is marked “Internet) to an available port on your router. Make sure that you have these connections and try again. I suspect that you were not connected to the MJ chat line but a general tech help service since MJ does not charge for help.

    Good luck

  • Jim November 15, 2013, 2:00 pm

    I am using MJ+ which is satisfactory for my need. However, my voice mail states the time received in the Eastern Time Zone rather than Central in which I reside. Is there a way to change that?

  • Graham Hall November 15, 2013, 4:15 pm

    @Jim
    I have exactly the same problem. Unfortunately there is nothing you can do since the time displayed is governed by the location of the server on which your MJ is connected. You can try and set the time manually. However it will always revert back to the time set by your server in the event of a power disruption or when you unplug your phone. You could try asking MJ through the chat service if they can place you on a different server. Good luck with that.

  • jim campbell November 17, 2013, 9:16 am

    I am trying to decide if I can get rid of my landline for magic jack plus. I only need for out going faxes which occurs about 3 times a month. Otherwise I use my cell phone for everything else. I use a HP officejet 4500 printer for my fax machine. I would appreciate a pretty simple KISS method answer in layman terms so I can understand better. I can either hook to a desktop using xp professional with 1.60 ghz pentium dual cpu or just plug into the wall.

  • Tom November 17, 2013, 10:50 am

    Jim: If you read back some will say that it will not work on Fax. I have a MJ+ and the only thing I use it for is Fax and an occasional call out as a second line. Works fine for me but don’t know why it does not work for others. You should know for sure within the 30 day window for returning it. About as “Kiss” as I can make it. ;-)

  • Tom November 17, 2013, 10:55 am

    Jim: I use my MJ+ exclusively for my Fax, but others seem to have trouble getting it to work??? You should be able to determine if it is going to work within the 30 day return window. Good Luck

  • Tom November 17, 2013, 10:57 am

    Mine works fine for Fax.

  • Tom November 17, 2013, 10:58 am

    Sorry for the triple but it did not look like my posts were going up??? Something somewhere is running very slow.

  • Avis Dillon November 17, 2013, 4:25 pm

    You might want to consider getting a SmartFax which costs about $7 per month. You can get and send faxes through your computer and won’t need a fax line.

  • Judy November 20, 2013, 10:32 am

    I have been using MagicJack for many years. In July 2013 I upgraded to the Plus device and wanted my Prepaid years transferred over. Today I realized this had not been done. Though I have good things to say about the device itself and the value for the money of the service – Customer Service is absolutely HORRIBLE and INFLEXIBLE. The following is a transcript of today’s chat (i have altered my name for privacy issues):

    20 November 2013 – the following is a transcript of a “Customer Service” chat with Magic Jack. I have been a customer of MagicJack for many years and had renewed my service until 2016. When I upgraded to the Plus device in July 2013, I thought it would be easy… Today, I was going to renew my number (in Canada we have to renew our number every year as well as pay for yearly service) and noticed that instead of transferring my pre-paid service to the new device, they were both still listed. (customer name is masked for privacy reasons)
    This represents MagicJack’s customer service:
    Please wait for a site operator to respond.
    You are now chatting with ‘Jewel’
    Your Issue ID for this chat is LTK11153022559390X
    J***: Hi Jewel,
    Jewel: Hello, how may I help you?
    Jewel: Hello J***.
    J***: I need to renew my Canadian phone number. In July 2013, I upgraded my previous magicjack to a magicjack plus. I was told that my years of service would be transferred over and the “old” account would be deleted. I notice that both magicjacks continue to show in my account and both are noted to be renewed. I don’t know which is the active account that needs renewal.
    Jewel: Glad to assist you with that.
    J***: yes, I don’t want to make payment on the wrong one and have my service discontinued.
    Jewel: Is this you magicJack phone number 905-581-1419?
    J***: yes, but that number is listed for two devices in my account.
    Jewel: Thank you for that information.
    Jewel: Please wait while I check that for you
    J***: there should be only one device listed – with magicjack service good until 2016 and canadian number renewal due in December 2013.
    Jewel: Thank you for waiting.
    Jewel: I see here that you have the Standard magicJack device and the Plus device.
    J***: I replaced the standard one wihtht he Plus device in July 2013.
    Jewel: You wanted to transfer the service the plus device which you weren’t able to do upon registration, Judy. However your both of your devices is still active now and we can no longer transfer the service since we cannot transfer services from different devices.
    J***: When I called to register the Plus device I was assured at that time that my PRE-PAID Service would be transferred. As you can see – it would not be possible to use two devices WiTH THE SAME NUMBER On the same computer. This is TOTALLY UNACCEPTABLE – a mistake by your representatives should not result in a loss to me!! I want to speak with someone who has the authority to realize this and do something about it – This is why magicjack has such a bad reputation for customer service!
    Jewel: One moment please…
    Jewel: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
    Please wait while I transfer the chat to the best suited site operator.
    You are now chatting with ‘Ermin’
    Your Issue ID for this chat is LTK11153022559390X
    Ermin: Welcome to the higher level of support! This is Ermin and I will be assisting you today..
    Ermin: Let me read your chat with your previous operator so that I can assist you right away.Thank you..
    J***: I was assured, more than once, when I registered my new device in July 2013, that my prepaid years would be transferred to the new device. The call logs on the old device stop in July 2013, confirming that the device was not in use after the registration of the new device. The call logs for the new device are not available in my account screen – they come up blank, yet I have been using the Plus device since 26 July 2013.
    Ermin: Hi there.
    Ermin: As I have checked the previous chat yes,you can transfer the service of the old magicjack to your new magicjack plus ,However,During the registration you did not select to replace the old magicjack instead you register the new magicjack device under new service with the same phone number.I have all the records of your chat here from my agent and she just instructed you correctly..
    J***: No, that is not correct – I did SPECIFICALLY ask that it be REPLACED and my prepaid service be allocated to the new device. There would be absolutely no reason for me to do otherwise. Again, i direct you to the call logs which confirm my intention to replace the device as the “old” one has not been used since the registration of the Plus device occurred.
    Ermin: During the registration you did not select to replace the old magicjack with the new magicjack plus that is why the service of the old magicjack was not transferred

    J***: I have been a customer for a long time – this is akin to robbery. Explain why you can’t see that the registration was not a replacement – why would i register a new service for the same number and not want to use my pre-paid service?
    Ermin: You have all the prompts to follow during the registration but you select to register the MJ plus as a new device
    Ermin: You are the one who did the registration
    J***: Ermin, please help me with this – I spoke with an agent who confirmed this would be transferred.
    Ermin: Yes,but you are the one who register the magicjack plus and you did not select to transfer the service instead you register it as a new device
    J***: I did the registration with prompting from a live agent – i followed instuction
    J***: so – you are unwilling to help, even though the history on the account is clearly visible and relfects no usage of the “old” device – this is how you treat loyal customers??
    J***: so – you are unwilling to help, even though the history on the account is clearly visible and relfects no usage of the “old” device – this is how you treat loyal customers??
    Ermin: That is not true,When the time you chatted you say that you are not yet ready for to do it and you just ask for instructions
    Ermin: As much as I want but we cannot redo the registration once done ..
    Ermin: I believe that I have already provided you all the information needed; I would like to ask permission to end this conversation with you. Thank you.
    Since we haven’t heard from you, we must release this chat. Please click here should you need further assistance: http://www.magicJack.com/techchat
    NOTE: the chat was ended immediately without giving me time to “grant permission” for it to be ended. Thanks Magic Jack – now I have three years of pre-paid service on a device I no longer own.

Leave a Comment