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Magic Jack, unknown Complaints & Reviews - Customer Service/ Product Failure

Magic Jack Contacts & Informations

Magic Jack

Posted: 2012-02-05 by    Savannah1

Customer Service/ Product Failure

Complaint Rating:  0 % with 0 votes
Contact information:
Majic Jack
unknown
United States
Phone: unknown
magicjack.com
Magic Jack Plus stopped working due to a power supply adapter going bad I finally deduced. After 2 grueling hours of text/chatting with "Journey" and "Destiny" then all of a sudden, they needed to download updates to my unit which started tossing certificate alerts every time they tried to answer a question in the chat box.. Very clever idea! I saved, as we went, the chat, another very clever idea! By the way, nothing was every done to resolve my issue. Replacing a simple $3.00 part that went bad, not even the offer to sell me one. By the way, I don't usually fly this flag, but I am a disabled vet, fixed income, and this was a real benefit because it gave me no trouble before this. Following is the transcript of our time together... If you are having a bad day, feel free to read it again...

ase wait for a site operator to respond.

All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

You are now chatting with 'Journey'

Your Issue ID for this chat is LTK554034402684X

Journey: Hello, how may I help you?

Ken : hi! My Magic jack plus stopped working. The light comes on when plugged into the compute, but does not when plugged directly into the modum or the outlet. I have re-entered the code for my activation, no luck. I get no dial tone, but the plus signs in when plugged in to the computer directly

Journey: Hello Ken, Good day, let me assist you

Ken : Sure, thanks

Ken : did you get what I( wrote?

Journey: Yes

Ken : cool...

Journey: may I ask where the magicjack plus is plugged in now?

Ken : The old 1 is in my computer

Ken : new 1 is in the phone

Ken : just unplugged the old 1

Journey: on the router or the computer?

Ken : the new 1 is plugged into the router

Ken : 1 second please

Ken : double check

Journey: Do you have the yellow and the green light on the magicjack plus?

Ken : no lights at all

Journey: Please plug the magicjack plus device to the computer and tell me when you have the dial pad on the screen

Journey: tell me when you have the dial pad on the screen

Ken : plugged in... dial screen on

Ken : lights on

Journey: Do you see MENU on the dial pad?

Ken : yes

Journey: Please click on MENU and look for the magicjack serial number the one that starts with A921../ A11.. or C921...

Ken : a11310030162ad

Journey: As I have checked here in our end this Phone Number: (512) 650-4303 of the magicjack plus and the License Expires: 12/05/2017

Journey: Do you have the dial tone?

Ken : phone is not close to the computer, I had to disconnect from the router since I am disabled and use a laptop, want me to hook back up?

Ken : phone base...

Journey: Okay

Journey: I need to check if the magicjack plus will work on the computer

Journey: please connect the phone to the magicjack plus device

Ken : done

Ken : no dialtone

Ken : no lights

Ken : even when just plugged in to the power adapter

Journey: on the computer when you plugged the magicjack plus, do you have the blue light on?

Ken : yes

Journey: Do you have the dial tone now?

Ken : when plugged directly into the modom, no light

Ken : no

Journey: Okay

Journey: you are using a modem, not a router?

Ken : not sure of the term, it is what my internet company put in for my computer and wireless

Ken : plugged into the back

Journey: may I have the brand and the model of the router please?

Ken : worked great until I got back yesterday from 3 days in Austin

Journey: : may I have the brand and the model of the router please?

Ken : it's a "2-wire" don't have a magnifying glass to see the fine print... please remember, I am disabled and it's very hard to move...

Journey: Please check the brand and the model of the router at the back of the router

Ken : I can't read the print, journey... It has been working fine since I bought it

Ken : the magic jack and the magic jack plus that is

Journey: 1. Please click start and in the Start Search type CMD and press enter, the command prompt will open.

Journey: 2. On the command prompt, type IPCONFIG and press enter then tell me the IPv4 address and the Default Gateway

Ken : 1 sec. it's still pull files

Journey: On your desktop screen

Journey: please do the steps above

Ken : I did, it flassed a screen, then disappeared, I have windows 7 if that makes a difference

Ken : dos screen

Journey: 1. Please click start and in the Start Search type CMD and press enter, the command prompt will open.

Journey: 2. On the command prompt, type IPCONFIG and press enter then tell me the IPv4 address and the Default Gateway

Ken : listen, it happened the way I said it did... I can't read in the split second thaty screen flashed, is a supv available, Journey?
Journey: I will be right with you.

Ken : Hopefully a supv will

Ken : You insulted me'
Journey: I will be right with you.


Journey: One moment please...

Journey: Thank you for patiently waiting...

Journey: Let me assist you Ken

: who is this please?

Journey: I am Journey

Ken : I want a supervisor please

Journey: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Ken : you are not a good communicator

Ken : supervisor

Journey: I understand

Journey: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Ken : supervisor

Ken : understand?

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

You are not currently in a chat session.


Journey: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Ken : you are not a good communicator

Ken : supervisor

Journey: I understand

Journey: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Ken : supervisor

Ken : understand?

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

You are not currently in a chat session.

You are not currently in a chat session.
are not currently in a chat session.

You are now chatting with 'Destiny'

Your Issue ID for this chat is LTK554034402684X

Destiny: Hi, This is Destiny.

Destiny: Would you mind giving me a moment to review your past chat?

Ken : Hi, are you a supervisor, Destiny?

Destiny: Yes Ken

Ken : Good, thank you,

Destiny: is your magicjack plus plug in on your router or pc ?

Ken : router via a cord connecting it to the electric outlet with the adapter

Ken : proper cords to the proper plugs

Destiny: is the Internet and phone slot is lit up ?

Ken : nothing lights up unless it is plugged directly into the computer, which is why I got the plus because of my disability and need for a laptop

Ken : no menu unless it is in the computer

Ken : I'm thinking adapter?

Ken : but it does not light up if plugged directly in the router either

Ken : (power) adapter

Destiny: Using magicJack plus without a computer

Destiny: 1. Plug the magicJack Plus into the power adapter that has been provided

Destiny: 2. Plug the Ethernet cord that has been provided into the magicJack Plus

Destiny: 3. Plug the other end of the Ethernet cord into your modem our router

Destiny: 4. Plug a telephone into your magicJack Plus

Destiny: 5. Plug the power adapter into a power outlet

Ken : like that right now...been there done that... can we move on?

Destiny: Okay

Destiny: make sure that one end of the ethernet cable is plugged into your modem/router/switch and the other end into your magicJack PLUS.

Destiny: You also need to make sure that your modem/router/switch is powered on and that the port you have connected the magicJack to is functioning correctly.

Ken : Destiny, I had not touched a thing when it quit working, I reviewed all connections I had hooked up that had it working succesfully for a long time now, no one else lives here. my internet works, my router works, my cords have been checked, the only thing I cannot check is why the light does not go on when the magic jack plus is plugged into the outlet with the power adapter

Destiny: please unplug it from the power source, wait 30 seconds, and plugg it back in.

Ken : did that also, had it unplugged for 5 minutes to be sure

Destiny: Try to plug in on different port of your router ?

Ken : did that also, plugged it into an outlet I knew for a fact was fine...

Ken : still there?

Destiny: Yes

Destiny: may I know the model and brand of your router ?

Ken : we have been here before... the brand is 2-wire... I cannot read the model, but it is the same one i have always had

Ken : Can I get the corp address please after we are done?

Destiny: Sure

Ken : thank you

Destiny: can you plug it on your modem to check if it works

Ken : Destiny, I promise you, I am not a dummy and have studied this problem close up and have double checked everything you have asked me twice because of the difficultys encountered on "chat help". I am mid 50's and worked with computers for a couple decades so let's get to harder stuff

Ken : no offense

Destiny: Okay

Ken : I should at least get a power light, correct?

Destiny: yes

Destiny: did you try to use different Ethernet cord ?

Ken : I don't, even if it's directly plugged in to an outlet

Destiny: try to use the Ethernet cord just to check

Ken : don't have 1 handy

Destiny: Okay

Ken : but the lights come on when it's plugged into the computer

Ken : does it sound like a power adapter to you?

Destiny: we just need to check all the possible ways to fix it

Ken : we have!!!

Ken : it works if I revert it to a magic jack

Ken : but I still have 1 of those sitting here

Ken : all this wasted 2 hrs of my life will do is lose you customers if people ask me how customer service is!!! lol

Ken : that was a joke...

Ken : now, Destiny, how do we solve this Power adapter problem?

Ken : hello?

(she did answer back and then requested the need to plug in my unit to the computer for updates and shortly after all locked up and I had to restart everything) Felt like I was attacked...

TS13644814

Please wait for a site operator to respond.

You are now chatting with 'Anne'

Your Issue ID for this chat is LTK554034417182X

Anne: Hello, how may I help you?

Ken : Hello Anne, I just got disconnected after 2 hrs of "conversation".

Anne: Let me know the problem, that you have with magicjack?

Ken : luckily, I copy/paste as we went. 1st I need your corporate address please for follow up


Ken : I don't want to start over until I get the address in case I get disconnected again

Ken : are you there?

Ken : Hello?

Ken : For some reason, all responses from your site are now blocked, so I guess your previous folks did what they had to do, so I will publish my findings to our blo0g and the better buisness bureau as soon as I find what "special updates" they needed to download to my magicjack. Check your files... you may want to email me at
Comments United States Telecommunications
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Comments

Sort by: Date | Rating
 19th of Feb, 2012 by   Ronald Kolin 0 Votes
My is Ronald Kolin
I have one of your idem on my computer, and when, I am not home, and when I come from whatever I do, I check my message it will not down load, so I can here the message, And what it tells me is the Sever Execution failed Can you all check it out and let me know what is going on.
 8th of Jan, 2014 by   Kvetcher 0 Votes
I have exactly the same situation and problem. After wasting an entire afternoon trying to deal with Magic Jack chat, I figured out from searching on the net that the problem is a dead power adapter. I got one that works today at Best Buy for ten bucks. Magic Jack should replace them (mine only lasted about a year) or at the very least admit that the power adapter going bad is the problem, not the software.

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