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

{ 2320 comments… add one }

  • 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. ;-)

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  • 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

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  • Tom November 17, 2013, 10:57 am

    Mine works fine for Fax.

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  • 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.

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  • 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.

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  • 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.

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  • g.matt November 26, 2013, 7:10 am

    this is t J***
    sounds like the first question on the registration form should be “CAN YOU READ”

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  • Susan November 27, 2013, 5:53 pm

    Thanks for the article as I’ve had many questions on this as I already have Magic Jack which you have to use with the computer. I’m really happy with it. I have a regular land phone also because I buy the “bundle” which is pretty reasonable but like to have a spare phone with an unlisted number to make some calls. I bought the 5 years for $59 a few years ago and it is the best bargain you can buy as to phones. Also, the sound clarity and reception are excellent. I think I will wait the 2 years left on my plan before going to MJ Plus so there is no confusion with the registration.

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  • T**** November 28, 2013, 10:05 pm

    I had MJ for a little over a year. I ported no old # for $25. into MJ. I tried really hard to get TechSupport to help with issues on the iPad app. Sometimes the app. would ring most of the time not. You can’t forward calls from MJ. Then I had to pay to keep my ported # for another year. I finally said enough and had to pay $32.50 to port my # out of MJ. When I contacted them for a “free” # so I could use it for Fax the “free” # was going to cost $10.

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  • Billy Bob November 30, 2013, 6:09 pm

    I had trouble Faxing, using VOIP, (Not Majic Jack) after pulling all my wisdom teeth, it turns out it was Verizons issue with their Switching, and for a SMALL FEE, they’d go Switch their Equipment configuration so it would work! HA HA! They do it on purpose I’m sure!

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  • Tom November 30, 2013, 8:38 pm

    Billy Bob: Did they say what the problem was or what they had to change???

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  • Joe December 1, 2013, 12:12 pm

    If you are porting a number from a telephone provider, you have to know that you are going to spend $20 for the initial year and $11 for the each subsequent year to retain the ported number. PORTING CHARGES ARE NOT A ONE-TIME AFFAIR. You have to do it each year.

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  • Sibyl Lindsay December 2, 2013, 8:25 pm

    I just got my Magic Jack and I am trying to set it up. My modem only has one ethernet port. That is currently in use with a cord running from the ethernet port to my wireless router. What do I do? Am I missing something.

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  • Tom December 2, 2013, 8:46 pm

    Plug the cable from the MJ into one of the ports of your router. The other to you phone or house wiring

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  • Sibyl Lindsay December 2, 2013, 9:36 pm

    Thanks Tom but I don’t seem to have enough ports to make it work.

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  • LorenzoJ December 2, 2013, 9:47 pm

    Sibyl,

    My setup has one port on my modem and the cable going from my modem to my very low cost Belkin 300 wifi router. From that I have a cable going direct to my desktop computer. I have the MJ+ connected to another port and still have a couple ports left over. What is your wifi router ?

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  • Billy Jack December 2, 2013, 10:15 pm

    @Sibyl…If all of your ports are taken up on your router you can buy an Ethernet switch which will give you more ports. I have an Ethernet switch hooked up to my router as I have a multitude of peripherals that need Internet access. The switch is fairly inexpensive. Below is a video on how to set-up an Ethernet switch

    http://www.youtube.com/watch?v=KBHyDd2cJBs

    Here is a link for Ethernet switches

    http://www.newegg.com/Switches/SubCategory/ID-30

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  • SteveHC December 2, 2013, 10:47 pm

    “Sibyl Lindsey” – If all 4 of your router’s Ethernet jacks are already in use, I *believe* you’d need to get something called and Ethernrt switch – such a thing is kind of like a router but is used only for wired connections; you’d unplug one of your devices from your router, connect the new switch to that jack on the router, then plug that previously connected device plus the MJ+ into the switch. As I recall. I suggest you head on over to phoneservicesupport.com to get more detailed (and possibly more accurate) advice.

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  • SteveHC December 2, 2013, 10:49 pm

    I meant “*Ethernet* switch” LOL

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  • Sibyl Lindsay December 2, 2013, 11:02 pm

    You are all so nice to help me. I have realized that my router and modem only have 1 ethernet cable. That is the issue. So to do Magic Jack I will need to get a new modem.

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  • LorenzoJ December 2, 2013, 11:08 pm

    Sibyl,

    Actually having one port on your modem is ok, but you do need multiple ports on your wifi router. I’ve had very good luck with my low cost Belkin 300.

    2121
  • Drew December 3, 2013, 7:42 am

    SIBYL,
    Can you just please tell us the brand name and model # of your router??

    2122
  • Gail December 3, 2013, 10:25 am

    I have hooked everything up and my # was ported over it took 6 days for the # to port now I’ m wondering after reading some of the post is it a good idea to pay for 5 years, also I thank you guys for helping me you were really a giant help thank you again keep doing what you do.

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  • SteveHC December 3, 2013, 11:21 am

    Gail – I would suggest that if you’ve had your MJ service working fairly considtently/reliably and to your general satisfaction for at least 10 months AND you don’t plan on moving or changing your ISP for the next few years then I’d say go for the 5-year plan & save that $50. But don’t forget that they’ll also charge you those extra $$ to keep that ported-over number of yours throughout those 5 years. I suggest adding the 5- year plan onto your account a week or two before your current subscription expires… that us what *I* just did & have NO regrets – after all, when compared to the monthly cost of “regular” phone service I figure the MJ 5-year plan “pays for itself” in only 3 months.

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  • SteveHC December 3, 2013, 11:25 am

    Sorry again ’bout the typo’s; not really good at typing on an iPhone LOL

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  • LorenzoJ December 5, 2013, 2:46 pm

    Hey guys. I got a notice from MJ to “roll over your plan”, get the MJ+ 2014 device, plus an additional 6 months service, for 29.95

    I have the MJ+ now which continues to be working just fine……

    Any benefit to the “upgrade”.

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  • Jonathan December 5, 2013, 3:23 pm

    I rec’d the same promotional email and initially contemplated the upgrade offer since my renewal is up in 2 wks; however, I decided to stick with my 2011 MJ+ for its excellent performance past 2 yrs. I also recalled either Graham Hall or Billy Jack got the 2014 version earlier & the review wasn’t favorable. Reviews on Amazon confirmed my decision http://www.amazon.com/Magicjack-Newest-Model-Month-Service/product-reviews/B00DVWWV0Q

    I’m considering renew with the 5-yr plan to get discount and included warranty replacement if my device goes south. Has anyone gotten warranty replacement with the 5-yr plan yet? Any gotcha or pain-free as MJ advertised?

    2127
  • Graham Hall December 5, 2013, 5:05 pm

    I purchased the 2014 MJ back in June when it was first released. Initially, I had problems with the DTMF tones not being recognized by my bank. I run a business from my home and need to process payments into my bank account. I called the chat line and the rep immediately knew what I was talking about and somehow refreshed my account while on chat. I was dubious that the problem had been taken care of, so was surprised that the issue seemed to be solved. The sound quality is not any different on the 2014 compared to my 2011 version which still works. Also the wifi feature requires some kind of card to operate and is not an onboard function to the unit. It is working satisfactorily at present. However, if you have either the 2011 or 2012 plus models and they are working, don’t waste your money

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  • SteveHC December 5, 2013, 5:31 pm

    Based on everything I know, have read, and my own experience I definitely agree with Graham Hall – if you already have a working earlier version of the Plus and are satisfied with its performance KEEP it and do NOT “upgrade” to the newer version – it’s not worth the risk of possibly receiving a defective unit when “upgrading.”

    BUT I *do* have another recommendation for readers:

    If you want relatively high-quality and reliable VOIP service but want to take advantage of magicJack’s dirt-cheap rates, and IF you have (or can get at a reasonable price) an iOS or Android – based “smart” cellphone, just download the iOS or Android magicJack APP and use the magicJack service through that app – the apps generally work VERY well, and the cell phones’ hardware is of MUCH higher quality than magicJack’s is (or probably ever will be). Also, getting the annual app-only MJ service (with a “real” phone number assigned to the app) is even CHEAPER than it is for the MJ hardware-based service – about HALF the cost, in fact. Audio quality through the app is EXCELLENT – better than a cellular call (provided of course there is otherwise no or very little other activity on the LAN that the phone is on at the time), you have the added advantage of using it virtually anywhere that you can establish a wi-fi connection, it NEVER drops a call, AND it’s only about $10/year.

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  • Marie December 9, 2013, 9:26 am

    I agree, they have the up most horrible customer service ever !!! U can only chat on line with them. Every time I needed help, I was hours on chat with them! So sad!!!!

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  • Jonathan December 16, 2013, 2:18 pm

    Holiday Greetings!
    Has anyone submitted payment for 911 service on your MJ account recently? What’s the process? I logged into my account to renew my subscription & noticed that my 911 status is “unpaid”, clicked on it lead me to a new page without further instructions besides renew notices. Thx.

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  • Jonathan December 16, 2013, 3:08 pm

    FYI. 911 service status & registered address update once the device subscription is renewed & active. If additional fees required for 911 then click on “unpaid” to select device from the table to submit payment for. It turned out that there’s no additional fee for 911 service with my device registered to my home address in northern California. Device subscription selections are 1-yr and 5-yr, but subscription for ported phone number is $10 annual, so remember to renew annually to retain that number.

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  • bill December 17, 2013, 3:46 pm

    I have MagicJack Plus 2014 and it’s not connected to my computer. It’s connected to a wall plug near the computer with one cord running to the phone, a cordless AT&T phone, and another one to my Linksys Wireless G 24ghz broadband router. I have checked my account online at MJ and am set for both incoming and outgoing calls. However, I can only make outgoing calls and cannot receive incoming calls. (Previously I had Vonage and haven’t dropped it yet.) Some of these online forums say that only certain phones are compatible with MJ and others say that you need a powered USB hub. Are there any suggestions as to why I cannot receive incoming calls.

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  • SteveHC December 17, 2013, 5:48 pm

    “bill” – Whatever you’ve read is WRONG. Any properly functioning phone should work fine (test this out by trying some other phone on it – if you experience the same problem then you’ll know for certain that it’s not the phone), and there is absolutely NO need for any USB hub.

    The possible problems are, from least likely to most likely (in my estimation):

    a) A problem at the MJ network/server end;
    b) A defective MJ+;
    c) A problem within your router.

    If your modem and router are two separate units, try connecting the MJ+ directly to the MODEM’s Ethernet jack; if it then works you know with 99% certainty it’s the router at fault. Make sure your router’s (or router/modem unit’s) firmware is up to date, then go through ALL of its settings and do whatever you need to do. Search the web for any known issues with your specific router model & MJ, especially at phoneservicesupport.com; as last resort do a live help chat with MJ customer support.

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  • Michael Reed December 18, 2013, 11:30 am

    I purchased the original MJ two years ago and have renewed the service once since then. When the renewal came due again for the present year, I found they had increased the annual fee from $19.95 up to $29.95. I wasn’t informed of this before I made the original purchase. I don’t purchase extra years of service because a) I have no idea if I will continue using the device and b) I’ve learned not to trust online companies who make promises that can be easily broken.

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  • bill December 18, 2013, 12:34 pm

    SteveHC – Thank you for your advice. I followed it and am now receiving calls on MJ.

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  • Billy Jack December 18, 2013, 12:40 pm

    @Michael Reed…I believe the $19.95 per year is for the first year of service (which is included with your initial purchase of MJ+) after that its $29.95 per year…If you prepay for the 5 year plan I believe its also 19.95 per year…I’ve always paid the $29.95 yearly fee as I pay yearly. I purchased my MJ+ from Radio Shack a little over 2 years ago. I believe I paid $59.99 plus tax. The initial purchase included the first year of service, it says right on the package “Additional years of service for $29.95 so I knew upfront how much phone service was going to cost if I decided to continue to MJ…

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  • SteveHC December 18, 2013, 2:12 pm

    “bill” – Glad to hear it!

    Have some great holidays everyone!

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  • colleen December 20, 2013, 6:02 pm

    My mom has a pacemaker and has to have a landline phone. Would she be able to have the Magi Jack plus?

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  • Jim December 21, 2013, 4:49 pm

    I am buying a majicjack plus from a college who has three; should I expect to encounter any problems trying to change the phone number or with the setup?

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  • SteveHC December 21, 2013, 9:18 pm

    “Jim” – If you are thinking of buying a used MJ, I strongly advise against it. You will be able to have full use of it only if the original owner shares his/her MJ account access info with you.

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  • Ruben December 24, 2013, 9:53 am

    I have been trying to renew my magic jack plus, that I have paid for five years and their customer service department (or lack of it) they have my accounts under review and I have contacted several agents and here is a response from them.Jill: Hello, how may I help you?
    Ruben : Hello Jill, very dissapointed with your service, I have been waiting for over a month to get my magic jack renewed
    Ruben : check there are two different tickets for it
    Jill: I understand you with that one.
    Jill: Please hold on as I check your previous chats with us here for me to better assist you with this one.
    Jill: Thank you for waiting , upon checking it here thoroughly your account is still under review. We apologize for this inconvenience but we agents don’t have the exact details on why your new account is under review. Again, we don’t have the exact details on why your account is under review as the Review Department is the only department that has full access to your account. As I have reviewed your account here in our end, I have pulled out several reports with regards to this concern and I believe you have been through with many operators who keeps informing you that your account is under review. I tried pulling out the reports and I have seen that they are now on Processed status. This means that this has been noted by the Review Department and are now working on it. To make this simple in your end, I will submit a follow up report to the Review Department. Further transactions may result in a delay and I believe you do not want that to happen. Right now, I am about to finish my report. If you could provide me multiple email accounts where the Review Department can reach you, please do so. I will include it in my report for you. Also, if you have any questions, comments, or suggestions that you would like the Review Department to read from you, please do put them here in this chat so that I can also include it in the report as well. Thank you very much for your cooperation, patience, and understanding with regards to this concern of ours.Ruben Nolivos: you have to be kidding me, do they have anybody that works there? I think with any high profile company as yours this situation would of have been resolved long time ago. I would at this time request my money back for the item or I will go viral and give your company service support the name it really deserves..
    Ruben : I have two magic jack plus that I have paid in full for five years, if you dont want to do bussiness with me just refund money and I am ok with that, This is BS
    Ruben Nolivos: HOw long does it take to fix a simple account, INCREDIBLE
    Jill: I understand you with that one. Again, the review is now being process. All we are asking for you now is to patiently wait for someone will get back to your through your email. And please be reminded to not make any transactions or purchases on magicjack for now to avoid delays on the review that our review department is doing.
    Ruben : I do not believe your side of the company cannot get the resolution I need
    Ruben : What the heck are they reviewing the fact that they have a pissed off customer here
    Ruben : again is frustrating to hear the same line over and over with no resolution, I am sure you can contact someone higher up in your company to get this resolved today
    Ruben : Otherwise please put me on to your supervisor
    Jill: Our review department is looking on it now Ruben. All we are asking for you now is to patiently wait for someone will get back to your through your email.
    Ruben : Patient, I have been more than patient, do you not think over a month is been more than patient
    Ruben : here is three different email addresses you can contact me aside from xxxx@sympatico.ca
    Jill: I understand. We thank you for that. However, I’m afraid that waiting is what we can only do now Ruben.
    Ruben : xxx@me.com xxx.com xxx@sympatico.ca
    Ruben : How do I go about getting my money back for the service I paid for
    Jill: Let me double check that one.
    Ruben : ok
    Jill: One moment please…
    Ruben : Is a good thing your product is good, because customer service really is out to lunch
    Jill: We do understand you with that one.
    Ruben : anything
    Jill: Thank you for holding on. Upon thoroughly checking it here, I’m afraid that we cannot process any refund from your account now since the license you have purchased was has started to consume.
    Ruben : Ok but since you are having trouble providing me with service for the four years remainding on my contract, I would expect a refund on the money due to lack of service
    Jill: I understand you with that one. However, I’m afraid that we cannot process any refund from your account now since the license you have purchased was has started to consume.
    Ruben Nolivos: Ok so do something to get it working again I paid you provide the service
    Ruben : Reading other sites I am not alone on this issue your customer service really sucks
    Jill: May I have the the exact problem you have now with your phone please?
    Ruben : Incredible I thought you reviewed my concern
    Ruben : I need to renew My two lines, I want to change the number on one, I am willing to pay the 30 dollars it takes to do it, that has never been an issue, what else can I tell you
    Jill: What I have pulled out here are just the concern you have for your account which is under now. And again, as I have explained, we cannot renew anything on you account now since your account is under review.\
    Ruben : So does your review department have anyone with a brain that works there or is it an automated service, because I definitely can’t understand why this issue has not been resolved, It has been over a month
    SHORT END OF IT, IF YOU NEED CUSTOMER SERVICE GOOD LUCK TO YOU

    2142
  • SteveHC December 24, 2013, 12:49 pm

    “Ruben” – Although there are a few aspects of your situation that I don’t quite understand, it sounds like your problem is a credit card-related one. As far as I can tell, this type of problem occurs most often when the address on the MJ account differs from that on the credit card account, and ESPECIALLY when the MJ account address is within a country that differs from the country of the institution that issued the credit card; sometimes MJ just seems to have more difficulties with Canadian accounts and/or certain Canadian credit cards. But most often it seems to be related to international issues of one sort or another regarding credit card usage, and I know of no instances wherein MJ has been able to get the affected account re-activated (but I might be wrong about that).

    2143
  • Sammi December 25, 2013, 10:53 pm

    I was just charged for 911 Service, and now monthly 911 charges; is theresomewhere on the M/J Service plans that you have the option of checking or not checking to activate 911 service?

    2144
  • Tom December 26, 2013, 11:28 am

    911 Charges are not optional and are mandated to MJ so they pass it on to us. Previous posts provide more information on this. Sorry.

    2145
  • Dan December 28, 2013, 6:17 pm

    I cannot get the MJplus to work with the ATT DSl and the 2wire Gateway Modem. It works great with the computer but not the modem. The modem is not recognizing the MJ+. I have chatted with MJ over the past 4 weekends with remote acess assistance with no luck. The last MJ operator told me to contact AT&T to see if the DSL and Modem allow VOIP The ATT DSL rep told me they needed the parameters or settings that were required my the MJ+ before they could do anything. Any thoughts on what I can do to get this up and running. I have been waiting for a live chat with an operator now for over an hour. I found this site and thought I would see what help might be found.

    2146
  • elizabeth December 28, 2013, 6:59 pm

    Perfect for an on the go business from home. I am portable with very cost effective phone service. For 49.00 per month with 20 a year I get phone and internet, wifi. Now if yu can make one for the cable tv for 29.99 a year I would be absolutely thrilled. And skate them all. phone, cell and cable tv. they are making a killing on this stuff. I began on computers in 1987 and we have come so far. The tablet/pc and my phone (cordless of course) are perfect for whatever I do and wherever I go plus at textem.com I can get free texts, why pay Verizon my hard earned dollars. saved so much I now even make my own 3.00 per cup espresso and cuppucino for like 40 bucks a year. Now in june I can afford a trip to new Orleans to celebrate.

    make one for tv and thanks for the phone magic jack, its great. and cost effective.

    2147
  • SteveHC December 30, 2013, 2:03 am

    “Dan”: MANY people have had difficulty with your particular modem’s router regarding MJ. I believe you will need to do something called “port forwarding” and/or establishing what is known as a “DMZ” on your modem’s router to use your MJ device with it. I suggest you do a thorough search of the phoneservicesupport.com website for the relevant info.

    2148
  • SteveHC December 30, 2013, 2:12 am

    “Elizabeth” – I have accomplished/done the EXACT same things as you, saving a ton of money… Buying a Nespresso espresso coffee maker and a companion milk frothed to go with it was one of the best money- saving “investments” I’ve ever made lol. As far as something to help ditch the cable tv bill, I suggest you check out Roku.com, and TiVo.com – TiVo’s least expensive dvr can record hi def shows right off of over-the-air broadcast tv via a simple antenna, and the Roku products will get you just about everything else via the Internet.

    2149
  • Marv January 2, 2014, 12:56 pm

    Does anyone have an idea of the MJ+ 911 fee? Or…how I can get that information?

    2150
  • Marv January 2, 2014, 1:03 pm

    The amount of the monthly charge?

    2151
  • SteveHC January 2, 2014, 3:02 pm

    “Marv” – It varies from one geographic locality to another; governments set the 911/e911 fee, not MJ. You can check the web to look up the fee for your area; I *believe* the area is determined by your MJ billing address. You can try asking MJ by phone or chat but good luck with that. I believe most localities charge around $ 0.40 – $ 0.70 per month; MJ collects a year’s worth all at once. “up front” to avoid such small monthly billing.

    2152
  • Graham Hall January 3, 2014, 7:15 am

    It seems as though I now have to pay to have the MJ app on my iPhone. This service has always been free for subscribers with an active account. However the app did not automatically renew at the end of the year as it has done so for about two years now. When I go into my account it states expired and I am directed to another page which requests a renewal cost of $19.95 per year. When I attempt to use the app, I am directed to renew the service.

    Has anyone else noticed this?

    2153
  • Graham Hall January 3, 2014, 1:52 pm

    I cannot believe that nobody else is jumping up and down with regard to my previous post concerning payment required for the MJ app. I see so many posts with people quibbling over minuscule 911 charges so no one is concerned about an increase of $20 a year for the app?

    I just spent 20 minutes on the MJ chat line and was told that there is basically no difference between the free basic or preferred app. My concern was that if I selected the basic package which continues to be free! will I still be able to use my regular Canadian MJ number in conjunction with the app as opposed to a magic number which is not a real phone number. The renewal site suggests that the free basic package only comes with a magic number. I suppose I have nothing to lose by selecting the basic package and see if it still works. I will let you know

    2154
  • SteveHC January 3, 2014, 2:32 pm

    Graham – As far as I know and can tell from the accounts website and the current app-related renewal costs and/or lack thereof, nothing has changed. Possibly you’re a bit confused between app renewal and phone number renewal or something of that sort?

    2155
  • Graham Hall January 3, 2014, 2:59 pm

    Steve
    When you visit the accounts page, you are given the choice of renewing the basic app for which there is no charge, or selecting the preferred version for a coat of $19.95 per year. My understanding was that the basic version does not come with a real phone number. This is a change from previous years where the app renewal was automatic at no charge if you had an active account. I selected the basic package and can see no difference. I am still able to dial out and receive incoming calls on the app. My question therefore is what is the difference between the preferred version and the basic version. Is this just MJ hoping that somebody will fall for the preferred version

    2156
  • Tanstafl January 3, 2014, 3:35 pm

    The difference between the basic and preferred app. is that if you want the app. to have a number different from that of your main account, then it must be upgraded to “preferred”. That is what I did for my granddaughter’s iPod Touch since we did not want them both ringing at the same time and trying to answer each other’s calls.

    2157
  • Graham Hall January 3, 2014, 3:47 pm

    Thanks Tanstafl. Now I understand. I do not know why customer support were unable to give such a straight forward and simple answer. Since I only have one phone number on my account, then the basic package is fine for me.

    2158
  • SteveHC January 3, 2014, 3:56 pm

    Graham – Tanstafl is correct, and this has always been the case. If you are using the app with either a totally free MJ access number OR with a regular phone number that you are *already* paying MJ for (like, say, a phone number that’s also assigned to a MJ+ device and for which you pay a separate fee), then you want to stay with the “Basic” service for the app. “Preferred” or “Premier” ( or whatever they call it) app service is only for when you want the app to have its OWN, separate, regular phone number.

    2159
  • Gary January 3, 2014, 4:50 pm

    Great product but there are so many catches in pricing… so be careful. The customer service is HORRIBLE and INFLEXIBLE.

    For Long-Distance callers: MagicJack blocked other long-distance operators through their lines so that they can force users to pay them for making long-distance calls out of US & Canada.

    2160
  • lj January 4, 2014, 4:19 am

    Is magic secure for using credit cards. For example if I am calling a POT number and not a VOIP number. Is my credit card number encrypted as I enter it? Are other people able to listen to the magic jack calls? I understand that there might be language in the terms of agreement that might cause some concern?

    2161
  • Tom January 4, 2014, 10:02 am

    LJ: Your concern should be with the NSA. They are more of a threat than MJ. :-(

    2162
  • Chris January 4, 2014, 11:48 am

    I use the same number for my magicjack plus and magicjack app.After I renewed my plus service to December 2014,my account still stated my app service was expired as of 12/31/13. The app still worked and I simply did nothing.Now it states my app service expires in April 2014 while my plus service expires in December 2014.Not sure why there is a different expiration date for the app if it is included with the plus service but I suspect if I do nothing when the app service again “expires” in April it will automatically renew again to a random expiration date.At least,that has been my experience the last 2 times my app “expired”.

    2163
  • SteveHC January 4, 2014, 3:02 pm

    “Lj” – For all practical purposes there is no difference regarding “security” between using and/or calling POTS, VOIP, cellular, or digital cable phone services. And know that using credit card numbers or whatever through the phone is FAR safer than handing a card over to a restaurant or store employee or using s card in a local machine card reader.

    2164
  • CharCook January 6, 2014, 4:34 pm

    I am very confused. I purchased my MJP and it shows on the box to never pay a phone bill again if broadband used and gives instuctions as :1.use any phone……….2Highspeed Internet, ie Broadband,cable,Internet ,etc. also A BROADBAND employee told me to just get a router and it is this way. So what’s the deal. It also says on the box all you need for free calling….Is there a ‘catch’ to using this meaning you can make calls but not receive? I haven’t opened the container so I can take it back if needed. Also do I need a router? Need help!!!!!!!!!!!!

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  • Robert A. January 6, 2014, 6:48 pm

    1/6/14 Why is that almost no one dates their post??
    I have MJ for a little over 2 years. I use it only for Faxes and occasionally to make a call.
    If MJ would have REAL tech support [live person] they would have subscribers they couldn’t count. Also you pay for a number you had ported and then it’s a yearly fee as they consider it a Vanity #. They charge for anything and everything, you find out after you have made your selection.
    Like anything else if it works it’s great, but have a problem and you wait online for tech support. If you’re lucky you get someone who knows what they’re doing, if not you need to do it over and over until you get the “right” one.

    2166
  • Janet Cloninger January 6, 2014, 7:29 pm

    @Robert A. Comments are automatically marked with the date and time they are posted.

    2167
  • Graham Hall January 10, 2014, 10:42 am

    I am unable to either dial out or receive incoming calls on either of my MJ + dongles. I just get a burst of three busy signal tones regardless of the number dialed. Also it does not ring on incoming calls. I cannot get anyone on live chat or even get into my account. Is anyone else having problems

    2168
  • Billy Jack January 10, 2014, 10:53 am

    @Graham Hall…Just checked mine and its working as it should, it might be a problem specific to your location, I’m located in FL…Have you tried unplugging the unit and plugging it back in?

    2169
  • SteveHC January 10, 2014, 12:01 pm

    Graham – *VERY* occasionally – actually very rarely, maybe a couple of times per year – you may experience such a temporary interruption of service; when they do occur they generally only last for far less than an hour – FAR less lengthy and frequently than most other VOIP providers experience – and voicemail is generally unaffected. Today’s service interruption appeared to coincide with some issues related to the accounts website /servers; this sometimes reflects brief episodes of system maintenance procedures and other such things. My MJ service is already back up & fully functional.

    2170
  • Graham Hall January 10, 2014, 12:40 pm

    My service has been partially restored. I am able to both make and receive calls on the MJ app and my original 2011 MJPlus. However the 2014 can only make outgoing calls but cannot yet receive them. I have tried the usual unplugging etc. so for now the original MJ plus is back in service and the 2014 now occupies a space in my desk drawer. Maybe it is because the 2011 MJ is on a different server to the 2014. Could this be the issue? I will wait until after the weekend and try again. It is impossible to get through to the chat line. At least I have service for now.

    2171
  • Graham Hall January 10, 2014, 5:15 pm

    Well I could not resist and finally got through to MJ chat. It was just a matter of updating the software on the 2014 MJ. I was told to unplug it for 30 seconds after which time it was able to receive in bound calls again. I have to say that you do need a lot of patience to get through to the chat line but I have so far always been pleased with the end result

    2172
  • Bill January 12, 2014, 6:54 am

    My daughter currently lives in Charlotte, NC and has been using Magic Jack Plus for the past year. She is moving just a few miles across the state line to South Carolina. Will she be able to keep her MJ phone number even though she is moving to a different area code region?

    2173
  • Tom January 12, 2014, 11:17 am

    Bill: Yes, can keep the same number.

    2174
  • Bill January 13, 2014, 7:05 am

    Has anyone used Magic Jack Plus with DSL? What is needed to hook it up without using the computer (modem, router, etc.)? Does the router have to be specific to the DSL provider?

    My daughter currently has a router that she has been using with cable service. If she moves to DSL in another area (i.e. she is physically moving to an apartment in an area without cable but with DSL) does she have to acquire a different router?

    2175
  • Tom January 13, 2014, 7:29 am

    Bill: The router should work with DSL with no problems. MJ will also work with DSL however it may take some creative work within the house wiring. You see DSL comes into the house using the telephone wiring therefore just hooking the MJ back to the in house wiring will not work. The DSL service will need to be brought to the DSL modem via it’s own pair leaving the regular phone pairs free to back feed the MJ Dial Tone to all the instruments throughout the house. A little tricky but possible.

    If you use the MJ through the computer or plugged into the router with just the one phone plugged into the MJ then the house wiring would not be used and no wiring modifications would be needed.

    2176
  • Bill January 13, 2014, 7:48 am

    Tom. really appreciate your help. Can I get some clarification.

    Assume my daughter has DSL coming to her new residence via the phone line. She would need a DSL modem – correct? I assume this modem would have to be acquired from the service provider- correct? Does she need just modem – or also router? I tend to confuse modem vs. router.

    If she has 2 connections from the modem – one to computer and one to MJ Plus (no other connections or use of wiring in house), would she be good to go?

    Thx again for taking the time to help! Neither my daughter or myself are overly tech-savvy.

    2177
  • Tom January 13, 2014, 9:42 am

    The DSL Modem would be provided by the Telco. Most DSL’s modems only have the one port which either the computer plugs into or the router. ( If you are not going to be wireless with the computer you could use a Hub instead of a router, your choice, but if she already has the router then just use it) The router would then provide you with a wireless internet signal from the modem for the computer to pick up. Routers normally have about 4 additional ports of which you would then plug your MJ into (if you do not want to use the computer wireless then you could also plug the computer into one of those ports as well) At this point your MJ should be on the internet through the router and have dial tone. Now you have to get the dial tone to your phones which is the tricky part with DSL as I previously explained. Good Luck

    2178
  • Bill January 13, 2014, 12:30 pm

    Tom,

    I follow everything you say except about getting the dial tone to the phone. Assuming that the MJ is connected (with wire) to the router, wouldn’t she just connect her phone wire to the phone port on the MJ?

    Thx again – you’re terrific.

    2179
  • Tom January 13, 2014, 12:45 pm

    Bill: You are correct. The MJ+ has 2 connections….one for the network cable which goes to the Router and the other goes to the telephone. When you are using cable internet…..then they use the cable coaxial to bring the internet in therefore the house telephone wiring is not used making it available to back feed the dial tone from MJ through out the house to all phone locations. With DSL one has to be a little more creative with the wiring because it is used to bring the internet into the house.

    If you will only be using one phone then that phone would simply be plugged into the MJ+. Simple configuration.

    2180
  • Bill January 13, 2014, 12:59 pm

    Tom,

    Just to summarize. Assuming that she can get DSL via the phone co., she would connect the modem to a phone jack in the house. Then connect router to the modem. Connect computer and MJ via separate wires to the router. Then plug phone (she will only have one) into the MJ. Then she should be good to go?

    Can’t thank you enough for helping me with my “simple mind.”

    2181
  • Tom January 13, 2014, 2:13 pm

    If she gets the DSL from the phone company they will install and connect the DSL Modem up. It may even come with a built in Router, but they will do what is needed in that regard. If it has a built in router then it will have additional ports which the MJ+ can then plug into, then the phone will simply plug into the MJ+, in that case you would not even need your router? If their modem is a modem only then your router would plug into their modem, the MJ+ would then plug into your router and the telephone plug into the MJ+.

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  • helenya January 15, 2014, 1:51 pm

    Magic jack is the biggest rip off product i spent my money.
    they stole my money they holding my number hostage and i have no service. There online help i don’t even know why they bother having it cause none of them can fix anything they tell you they will email you I think just to get you offline and shut you up, I have been trying to fix this now 2 months and no one can help
    dont waste your money

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  • Tom January 15, 2014, 3:08 pm

    Helenya: There has to be a little more to the story??? Many issues have been resolved on this site for users like yourself. If you want help with your Unit and assistance in getting it to working provide a little more information on how you are hooking it up, what type of internet connection you are using and what the problem is you are having. Never can tell…..there may be a simple answer that someone is overlooking .

    2184
  • Dennis January 23, 2014, 11:05 am

    I’ve been reading these posts and I’m hoping you can help with my problem….

    I bought the mj + 2014 and hooked it up, install was simple and it seemed to work fine for about a week, then I started having a problem with the calls where at times I could not hear the caller or the caller could not hear me, this would last for anywhere from a few seconds or long enough for the other person to hang up, some calls work fine but for the most part this happens most of the time. I tell the person on the other end this can happen but it seems to be happening more and more.

    I have the mj+ plugged into my power strip and have a Linksys e1200 wireless router hooked to a cable modem, there are 2 laptops that access the internet here plus the phone but it does’nt matter if the laptops are on or not to have this problem. Also the mj+ is connected to an at&t wireless phone.

    I bought this as we live a long way from town and have little to no cell service out here, the cable is from time warner and is the 15 mbps connection, we have no problem with connection or speed related to the computers, I thought the problem was trying to run the computers with the phone, but this is not the case, still does it even when it’s the only thing accessing the router. I’ve tried resetting the mj and the router and modem but this has’nt helped. and from what I’ve read here contacting mj wont be much help either….

    this set-up worked so good the first week I opted to get the 5 yr. service deal at the reduced price, I hope someone here can let me know what is causing this so I can get it corrected, I’m getting tired of telling everyone I talk to about the service problems with this phone, a lot of my calls are to the VA in relation to my cancer treatment and it’s impossible to get back in touch with the people I talk to there….

    any help or advice you could give me would be greatly appreciated…..

    2185
  • SteveHC January 25, 2014, 5:32 pm

    Dennis – Given the fickleness of VOIP and MJ service in particular you shouldn’t have sprung for a 5-yr subscription until you’ve tried it out for at least a year. Having said that…

    ASSUMING you’re using a high quality Cat 6 Ethernet cable to connect your MJ+ to your router and there’s no problem with your phone or its wired connection to the MJ+, try connecting the MJ+ directly to your MODEM and then see if the problem persists. If it does not, then chances are it’s with your router hardware and/or its firmware (and/or the router’s internal settings).

    If after trying that the problem still persists, it’s most likely due to either a) problems with the MJ network server that your MJ device and phone number is assigned to connect with, or b) your MJ+ hardware has gone bad prematurely. Sometimes when the MJ+ is connected DIRECTLY to its a.c. adapter it can overheat, so try connecting the two together via the small USB cable that came with it and see if that helps.

    2186
  • K u R n o Y January 25, 2014, 10:11 pm

    I know most people who gave comments regarding MagicJack, Vonage, Ooma, Obihai..etc are North Americans. The bottom line in all of these talks wherever forums online is who’s the best among all regarding voice communication. Best means being cheap if not free, easy to use, always available, less hassles bringing and setting up modems and video (remember?where you get to see who is at the other end.) And call them enywhere anytime as long as you get to use free WIFI at Hotels and starbucks around the world. The solution has long been around. Havent you heard of “OVER THE TOP APPS” (OTA).

    (Anyone here that leaves their smartphones when they go around and just bring wires and modems of magicjack, vonage,nettalk and so on and ask the people stablishments to let you plug into their power outlets and LAN system). We have to think about from 2014 and to the future of communicating globally.

    If i will have to rank OTAs as of January 2014 (for international use) the best will have to be LINE (of Korea, from Japan). Second will have to be VIBER (of Israel), Third will be KAKAOTALK (of Korea) and forth will have to be Nimbuzz (from Israel, of India). There are other OTAs but I limit myself to these 4 Apps because all 4 have PC versions, all other OTA are just mimicking the top 4. (WeChat, IMO, Snapchat..etc)

    All you have to have is your Android or iOS phones, Install these OTAs and register you mobile #s and automatically calls can be made to and from to all your phone contacts who are already using these apps.

    Its for you to find out why the top 4 are indispensible. Calling non viber users and landphones are possible thru Viber Out(like Skype Out).
    Make your own assessment and comparison with all existing OTAs which best suit your needs.

    These days bussiness partners prefer giving cellphone numbers, Majority of mobile users these days uses android, iOS, nokia smartphones.

    2187
  • Steve January 26, 2014, 2:49 pm

    Hi.

    I am considering sing MJ, and I have a question. I live in Toronto, Canada and go thru a major service provider for hi-speed internet service and a separate major provider for phone service…. a standard landline.

    I usually use WIFI for internet service but also have the option to plug laptop directly into the router.We have had a lot of trouble with frequent, short-term interruption of our internet service on a daily basis, often several times per day. We were told that this is because there is one main cable line to the building, which Is then branched to serve all the residents in the building. We are told that Bell, however, has individual signals for each resident in a building.

    Question: With the ongoing internet connection issues we have, is it possible that would interfere with the use of MJ ?

    Also, I am not at all computer savvy, so please don’t use highly technical terminology.

    Thanks.

    2188
  • Tom January 26, 2014, 6:42 pm

    Steve: Simple answer is if your internet goes down your MJ+ will also be down. It is dependent upon the internet to work.

    2189
  • Brian January 27, 2014, 3:57 pm

    I have had a number of problems with magic jack customer service, They have been charging me twice. I paid for 5 year service. yet they continue. to charge me full price annually. When i complained that i want the extra charge back. they cut off my service. then charged me again to get it back. Yet never even returned the first extra charge. and still have my account as expired for next year when i should have another 4 years of paid service left. It has been over a month and no one has fixed this problem or refunded the extra charge.

    It is my believe the customer service must have very weak english .

    other then these billing issues the magic jack does work as advertised and is a good product. Just watch your account carefully

    2190
  • Shiva January 29, 2014, 10:12 am

    I hate magic jack …..
    I m NOT satisfied at all
    Poor poor connection

    2191
  • Dennis January 30, 2014, 11:17 am

    SteveHC, thanks for the reply, here’s where I’m at after trying what you recommended….
    first, let me ask a favor, please keep your responses as simple as possible, I’m what you would call technologicly challenged!!!!

    here’s what I tried….

    not sure what a cat 6 Ethernet cable is but I found a better cable than the one that came with the mj+ and plugged it into the mj and the router, and added the short usb cable to move the mj away from the power adapter, same results, calls started cutting out on both ends of the conversation….. then I tried to plug the Ethernet cable directly into the modem, as there is only one Ethernet plug on the modem I had to unplug the router to do this, and when I tried to make a call I got the message that I needed to ck my internet connection from mj and it gave me error message 3002. After that I hooked everything back up the way it was, with the mj plugged into the router and got the same result when I made a call….the conversation started cutting in and out not long after the person on the other end answered.

    Also, would you please explain what the lights on the mj indicate ???

    there are 3 on what I’ll call the front, blue,red and green, and there are 2 more on the top where the power and Ethernet cables plug in, they are green and yellow… when the mj is on and working, the lights on the front are blue stays on and the red and green flash back and forth, when I plugged the Ethernet was plugged directly into the modem the red flashed constantly and the green flashed but slower than the red, also the lights by the cables the yellow one stays on and the green one flashes….

    sorry for the long confusing explanation but I’m trying to give you as much info as I can about this situation.

    thanks in advance for all your help, I really appreciate it

    2192
  • DennyH January 30, 2014, 8:55 pm

    Dennis

    With networking issues I power off the modem, router and the device (magicjack) and bring them up in order.

    Power on your modem. (It is connected to your cable or phone line). Give it about two minutes to power up and get connected back to your ISP.

    Power on your router. Wait 2 minutes.

    Have all cables connected to your mj. Plug it in. Wait a minute or more.

    Maybe mj will work now.

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  • Dennis February 1, 2014, 4:51 pm

    DennyH, thanks for the response, tried what you recommended in the order you said and made a call, it seemed to work, the call was clear and didn’t cut out. A while later I made another call and after talking about 5 min it started again, the person on the other end said it cut out for about 15 seconds and then I couldn’t hear them for a few seconds then after a few more min it really got bad and I ended the call….

    made another call later and had no problems, that call lasted about 15 min.

    then my cancer dr. called and it was really bad, started cutting out right away and he said he was hearing a lot of static on the line, I had to end the call, this is really bothering me cause I have no way to get back in contact with him, its at the va and getting in touch with him directly is hard, since I couldn’t hear him when he gave me his direct number.

    I guess I’m going to try an online chat with customer service because I read on here that it could be a problem with the circuit I use to connect with them???? in the event I can get in touch with them what should I ask them to do, is there a way they can reset the circuit I connect with????

    this phone would be great if I can get this bug worked out.

    BTW, in case you need to know I;m using a new att wireless phone with this set-up, I forgot to mention that before.

    and again, thank you in advance for all your help, I would like nothing more than to not have to ask you for your help anymore!!!!

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  • john February 3, 2014, 3:44 pm

    service is horrible
    This is the worst company I have dealt with. The customer service does not exist. They keep telling you things and dragging things on but never resolve an issue. I had the corporate office hang up on me. My issue started when I bought a second upgraded magic jack to replace an older one. I registered the item to replace the old one which never happened and then started getting billed for both. Coustomer service did noting excpet tell me stories, I had to go through my credit card company to get my money back. Now my account for months is in review, I cannot renew my phone number or extend my service because the account is under review and has been since 2013. No one has given me the same or any straight answer and I am changing services to find someone reputable. I would watch out, it all works well to god forbid you have an issue then you will never get it resolved.

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  • Graham Hall February 4, 2014, 9:33 am

    I am currently away from my home base in Ontario Canada and I am presently in San Diego, CA. I have MJ app on my iphone and therefore assumed that all incoming calls would ring on the iphone while I am away. When at home both the MJ plus and iphone ring simultaneously. However, the iphone is not ringing although I am getting missed call messages displayed on the phone. The thought had crossed my mind to disconnect the MJ plus before leaving home. However I assumed that it would ring in both places. It seems as though the calls are all ringing back at home but not here. Has anyone else had this problem? Next time when travelling, I will unplug the MJ plus from the network before leaving home.

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  • Graham Hall February 4, 2014, 9:36 am

    I forgot to mention that yes, my ringer is turned on.

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  • Bruce February 14, 2014, 11:16 pm

    Has anyone else noticed that call forwarding is back on? Nothing about charging extra for this brought back feature?
    I have not been able to see this website for over a week until yesterday. The last post I can see is on Feb 4. Thanks for fixing this Julie!

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  • Doc Mccoye February 16, 2014, 3:11 pm

    I’ve been a magic Jack customer for a long time. i recommended it to my friends. All you need is FAST internet. I have it connected to to replace Ma Bell Just don’t connect more than two corded phones.

    I have a second Magic Plus line as a fax/phone and it works fine.

    It is much better than the old Magic Jack,

    the Cell app Does not work on my Windows phone. I’m waiting for the contract to expire to Change over to Android.

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  • DJ February 24, 2014, 10:59 pm

    I recently purchased this MJ plus device for my mom who resides overseas in Panama City, Panama. I was told that it didn’t need a PC connection to work, what I didn’t know is that I needed a modem or router with internet connection for it to work. So at this point it’s useless because my mom doesn’t own a PC nor have internet!!!! FRUSTRATED and returning it!!

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