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MagicJack / customer service don't know what they do

1 United States

Here are the details of the customer service call
You are now chatting with 'Abbey'
Your Issue ID for this chat is LTK43605958743X
Abbey: Hello, how may I help you?
moe: hi i was on chat with one rep my jack is not recieving calls i rebooted and did an upgrade it is still not working to recieve calls but i can call
moe: i can call out
Abbey: Okay. Let me assist you.
moe: but not receive cald
moe: calls
moe: i hsve 2 mj
moe: [protected]
Abbey: Please wait while I check that for you
moe: i am at that location now
Abbey: One moment please...
Abbey: Okay did the dial pad up right now?
moe: yes
Abbey: Please restart your magic jack by clicking MENU on your magicJack softphone/dial pad then click ADVANCE USERS then click RESTART.
moe: ok
Abbey: Thank you. Let em know once the dial pad is up.
moe: ok
moe: all is up
Abbey: Okay then try call your MJ now.
moe: ok
Abbey: Thank you.
moe: its not working
Abbey: Okay.
Abbey: Please click the link to download and run the magicJack upgrade:
Abbey: http://upgrades.magicjack.com/upgrade/upgrade.exe
moe: ok
Abbey: Thank you. Let em know once the dial pad is up then try again to call your MJ.
moe: still not recieving calls
Abbey: Okay.
moe: i can call out but it rings busy when some one calls me
Abbey: Please click the “START”(WINDOWS LOGO) button and select “Control Panel”. On the upper right side, click the dropdopwn menu next to View by and Select “Small Icons”.
moe: small icons are not available
moe: i am using win 7
Abbey: Okay. Did you see the “Windows Firewall”. ?
moe: no
moe: i use avg but i but in a pass for mj
Abbey: Okay.
Abbey: One moment please...
moe: it was working for 2 years like that
moe: mj is allowed to go through the fire wall other wise it will not come up
Abbey: Please click the “START”(WINDOWS LOGO) then type Firewall.cpl on search.
moe: ok
Abbey: Please double click “Windows Firewall”. Then click Advanced settings in the left column of the Windows Firewall window. (make sure it is On so that we can add the ports)
moe: listen here avg fire wall will shut down if i use windows firewall
moe: i don't use windows firewalls
moe: the ports are all open
moe: i can make calls
moe: not recieve calls
Abbey: Okay please follow my steps.
moe: firewall is open
Abbey: Okay.
Abbey: Then click Advanced settings in the left column of the Windows Firewall window. (make sure it is On so that we can add the ports)
moe: this is windows firewalls we are talking about
Abbey: Yes Moe.
moe: first i have to activate the firewall
moe: so it is up ow
Abbey: Then click Advanced settings in the left column of the Windows Firewall window. (make sure it is On so that we can add the ports)
moe: ok advance security is up
Abbey: 1. Select Inbound Rules in the left column . >>> Select New Rule in the right column. >>> Then put the dot on the circle for Port, in the New Inbound Rule Wizard and then click Next.
moe: ok done
Abbey: 2. please click Protocol and ports, then put the dot on the circle for UDP >>>> then put the dot on the Specific local ports and type 5060 in the box next to it >>> the click the Next button...
moe: no protocol and ports
Abbey: Are you using OS windows 7?
moe: i have rule type program action profile name then does this rule apply to all programs or a specifi program all program with radio button this program path
moe: u don't read
moe: i told u i was using win 7
moe: look back in the chat
Abbey: Then you must have the Protocol and port.
moe: no
moe: all i have on the screen i have put to u
Abbey: Okay.
moe: i will go back and do it again to see
Abbey: Okay thank you.
moe: this is under program not new rule your text is wrong i found port rules that controls control connection for a tcp or udp ort under program
Abbey: Okay.
moe: i am a third level support engineer
Abbey: please click Protocol and ports, then put the dot on the circle for UDP >>>> then put the dot on the Specific local ports and type 5060 in the box next to it >>> the click the Next button...
moe: now i get protocl and ports take notice
moe: TCP UDP
moe: i have two radio button TCP and UDP engaged upd
Abbey: Please follow my steps so that we can go to next step.
moe: u have not answerd my question
moe: what is the last line i wrote to you
moe: what button to engaged
Abbey: 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 'Diana'
Your Issue ID for this chat is LTK43605958743X
Diana: Hello Abbey,
Diana: This is Diana, a Higher Level of Support. I will be assisting you. How are you today?
Diana: To better assist you, please give me a little while to review your chat/s, thank you.
moe: good
Diana: Thanks
moe: i have reached to the point of udp button enggaed adn specific local ports 5060
moe: your first level support don't read the text i sent him or her
Diana: One moment please...
moe: remember i am using avg firewall so i will disable windows firewalls as soon as we finished this problem
moe: so please take that into consideration i will not use windows firewall
Diana: were you able to add the 5060 UDP port?
moe: i did put a rule in avg to allow mj to go through the fire wall
moe: yes
Diana: After that, please do the same 1-3 steps, but name it as MJ2 and the port number is 5070….
moe: my question to you is how will this affect avg firewall
moe: because avg will shut down windows firewall
moe: if u need to go higher to find out please do
Diana: In as much as I would like to transfer you to another operator I apologize, but we are not allowed to do that since you are already in the higher level of support
Diana: please turn off the AVG firewall and make sure windows firewall is on
moe: no problem you have not answered my question
moe: i dont' use windows firewall
moe: windows firewall sucks
Diana: can you open the same ports in the AVG firewall?
moe: i am not dealing with the [protected] today i will do that a next day that mu is at another location
moe: i will look at the rules and see if it can be created.
moe: but let us do this here i will try it if it works i will find some way to make it work with avg i will talk to sr engineer at avg
moe: so i go to next on this screen
moe: two rules here
moe: allow the connection this included connection that are portected with IPsec. as well as those are not and allow the connection it is secure
moe: which radio button do i click
moe: allow the connection or allow the connection if it is secure
Diana: please make sure magicjack is allowed
moe: it says nothing about mj
moe: there are rules
moe: your text are not written correctly that the reason u can't tell me what to do
moe: what rules or rule do i engaged
moe: under action what rules do i apply
Diana: if you can allow magicJack on both it would be better
moe: the rule does not give mj
moe: mj is protocol and ports
moe: the next screen takes yu to action
moe: what do i engage in action
moe: you have to know how this protocol will react with your servers
Diana: can you allow all connections to magicjack?
moe: it says nothing about mj
moe: the screen is the New Inbound Rule Wizard
moe: action is the heading
Diana: what are your options in that New Inbound Rule Wizard
Diana: can you add ports or programs?
moe: u just like the last idiot
moe: i told u what the screen says
Diana: Thank you for waiting. I'll be with you in just a moment.
moe: allow the connection This includes connection that are protected with IPsec as well as those are not next rule Allow the connection if it is secure this incluide only connectionthat have been authenticated by usingIPsec. Connection will be secured using the setting in ipsec properties and rules in coneection security rule node or block the connection
Diana: what is option 1
Diana: what is options 2
Diana: what is options 3
moe: look above i give the option u don't read
Diana: how may options is that, you gave all options in one sentence, how do you think I can separate those options?
moe: 3 options i give you above
moe: moe: allow the connection This includes connection that are protected with IPsec as well as those are not next rule Allow the connection if it is secure this incluide only connectionthat have been authenticated by usingIPsec. Connection will be secured using the setting in ipsec properties and rules in coneection security rule node or block the connection
moe: there are the option again
moe: allow the connection This includes connection that are protected with IPsec as well as those are not
moe: option 1
moe: next rule Allow the connection if it is secure this incluide only connectionthat have been authenticated by usingIPsec. Connection will be secured using the setting in ipsec properties and rules in coneection security rule node
moe: option 2
moe: or block the connection
moe: option 3
moe: so we have a choice of 2 options
moe: how will your serves recact to option 1 and 2
moe: This is not in your script
moe: go find out from a higher level of support i will wait
Diana: In as much as I would like to transfer you to another operator I apologize, but we are not allowed to do that since you are already in the higher level of support
Diana: give me the options properly, not give all options in one sentence
moe: solve the problem u dunce
Diana: give me the options properly, not give all options in one sentence
moe: i give u the 3 option
Diana: I need your full cooperation in order for me to resolve your concerns, however if you don’t cooperate I am forced to end this session. give me the options properly, not give all options in one sentence
moe: i need your supervisor
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