Matt O

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Verified Reviewer

Unaddressed problems with service

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Inbound calls fail with message "subscriber unavailable" or "number unassigned." Failures are intermittent. I have dial tone and can call out.

Tried replacing all cables. Even purchased an new Magicjack with same issues. Hours spent on Magicjack tech support. Strongly suspect Magicjack servers have routing table issues or are oversubscribed.

I believe they are selling devices and service without scaling up server infrastructure.

Device is connected to an Asus wifi router. The Magicjack has a dedicated IP address with port forwarding for 5060 and 5070. Internet service Speedtest 420mb/s down 41mb/s up. 13ms latency.

Packet loss test shows 0.0% packet loss. All lights on MJ are normal. Connected PC directly to ethernet port on the router and ran tests to confirm ethernet/dhcp functioning normally. Speed is normal with no packet loss.

All hardware tests good. Cables are good. New Magicjack installed. Still suffering many inbound calls not going through.

Online chat dialog with Magicjack CS had the worst lag I have ever experienced.

I would type a line with no visual feedback due to lag with their servers. Chat support consists of overseas nontechnical personnel reading from a script.

They have no access to server logs or ability to address issues that are the fault of Magicjack. Their diagnosis script is written solely to find fault with customer hardware.

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Loss:
$40

Preferred solution: Deliver product or service ordered

User's recommendation: Not reliable enough to be a primary phone number!

Rich W Pyp

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Verified Reviewer

Your customer service is terrible

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On November 27, 2020, I received an email promotion for $35 for a new magicjack and 1 year of service. Since I have been having problems for the last 12 months and no one in customer service seems to be able to resolve the problem I thought I would buy a new one and hope that would resolve the problem. I tried to make the purchase but it had the wrong credit card and your system would not let me make a change. (you should resolve this problem). Today, December 1) I called to see if someone could help me and they said the pronotion was over and now they wanted to charge me $39.99. No one in your customer service department was willing to help and that made me take a closer look at your billing which includes the item cost, administration fee, shipping, and tax. I realized the tax amount was wrong because you are billing tax on shipping which is not the case in California where I reside. If you are interested in the California law here is some information. Heres the breakdown. First, if the sale is otherwise not taxable, any related charges, including shipping, are not taxable. If the sale IS taxable, then shipping may be nontaxable, partially taxable, or fully taxable. Non-Taxable: To achieve this, you must meet three criteria. First, you must ship directly to the purchaser by common carrier, contract carrier, or US mail. Second, your invoice clearly lists shipping, handling, delivery, etc. charges separately. Lastly, the charge is not greater than your actual cost for delivery to customer. Partially Taxable: If you meet all the criteria EXCEPT the last, your shipping cost may be partially taxable. The portion of the delivery charge that is greater than the actual delivery cost is the part that is taxable. Ex: You charge a $3.99 flat rate to your customers to ship all of your products, but the USPS only charges you $3.03 to ship a particular item. The $0.96 that you charged your customer over and above the actual price you paid to ship the item will be taxable. Another time this could happen is if you combine the shipping & handling costs the handling will be taxable, though shipping might not be. Fully Taxable: There are several ways you can find yourself fully taxed for shipping in California: You dont keep adequate records and cant prove actual shipping cost. You deliver merchandise with your own vehicle You make a separate charge for fuel or handling. You include a delivery charge in the unit price (i.e. the delivery charge is not separately stated). You include the freight-in cost, or cost of shipping merchandise to your business. If you hit any of these points, you most likely will have to collect sales tax on shipping. Summary of Sales Tax on Shipping in California In summary, California is extremely complicated when it comes to shipping and sales tax. Your best bet is to hit the three criteria for not being taxed: ship directly to the purchaser, clearly list your shipping cost separately, and dont charge more than the price charged by the carrier for shipping. Anything else and youre going to get hit with at least a partial tax on shipping, if not a tax on the full price of shipping. If you don't follow the law in California in might be subject to a large fine or a class action suit. All I am asking for is for you to honor your $35 promotion and charge me the correct sales tax. Hopefully your new product is better than the old product. Thanks for your time, Rich Weichbrod account ID 4081****
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Pros:
  • Affordabilty
Cons:
  • No service

Preferred solution: Price reduction

Sharon V Vpk

Magic jack has not received calls in months.

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I can make calls but can not receive. This has been going on for 3 months. Tech support keeps giving different reasons why. Now they want me to pay for a new jack. 29.95, 7.95 shipping 3.00 special fees and then another fee and the thing will. Costs me 50.00 I still have 2 years left. Customer service is terrible you can even talk with a live person. This is the second time this has happened to me. My husband is disabled, and he needs a landline otherwise I would throw it out. He misses his Dr and oxygen peoples calls. What a waste.
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Pros:
  • Service
  • Reasonable price in the past
  • Reasonable prices in the past
Cons:
  • Horrible customer service

Preferred solution: Let the company propose a solution

User's recommendation: Multiyear plan but jack doesn’t last that long

Sona T

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Verified Reviewer

Not working - none of your customer care numbers are working

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Started making lot of noise, gives out a pungent smell and some brown liquid leaks from the bottom - service is a big issue
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Preferred solution: where can i get it serviced in mumbai

Robert and Susan B

Account not credited

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i paid renewal on 6/28/20 and they credited it to my magic jack device, not my magic jack mobile device. i have not had a device for years. i only use my I-pad for my phone.' But now I have no service!
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Loss:
$41
Pros:
  • Magic jack will pose no problems for those who can communicate
Cons:
  • Difficult to reach a human if your phone does not work

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Kingsport, Tennessee

Can't use my phone

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My phone stopped working, I tried to fix it on line. Somehow my phone number was changed. To call me you have to dial 423398****. No one knows this number. My phone number has been 828389**** for five years.how do I get my true number back. If this can not be done I wish to cancel my magic jack!
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User's recommendation: Get a real number to talk to a real person

gabe f Rzl

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Verified Reviewer

LOOK FOR OTHER VOIP THIS ONE HAS VERY BAD TECHNICAL SUPPORT

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Wasted hours in activating this one ,they have no support by phone and very bad support by chat.
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Loss:
$30
Pros:
  • Cost
Cons:
  • Technical support

Preferred solution: Let the company propose a solution

Dennis V Vxt

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Verified Reviewer

Run away. Garbage customer service

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I have 3 magic jacks. Tried to make a call Sunday on one and message said I had to renew service. Thought I already had but renewed anyway (Feb 16). Went through my bank statements and saw 4 magicjack payments in Dec. All 3 were renewed plus another (forced autorenewal) in December. The additional Feb 16 makes 5 renewals for 3 lines and the one that started this mess is still not turned back on. MJ doesn't allow all lines to be on one email address (or that's the broken english explaination) so seeing what payments were applied to what accounts all in one place doesn't happen.
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Pros:
  • Affordable
Cons:
  • Forced autorenewal with unreliable payment tracking

Preferred solution: Deliver product or service ordered

Nguyen Otp

Bad customer service

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Today I want to talk about how Magic Jack app and the wifi phone phone service that I paid 3 years a head of time was very disappointing. I am a teen student and do not have a cell phone provider because I do not have that kind of money to spend it on or my parents. As a student having any type kind of way to make calls or text is requirement if or when one need to make. This last month I been having so much issue with my Magic Jack app I try to make calls over wifi to my friend cell phone someone else pick up all the time and it was not my friend line. I know what my friend phone number is and confirm it with a screen shot on face book messenger it was correct. I contact Magic Jack today about the issue first they where ok than get very rude to me over chat the rep name is Matthew After talking to them online over an hour now about the magic jack error. I explain to them that when I called out to my friend number it never gone over to his line but when he called in it works. I did some trouble shoot on my own and used my other friend cell phone to make an test called it was fine but with Magic Jack app it did not work again someone else pick up the line that I do not know. I even uninstalled the app and reinstalled it a few times. That was so strange that the same number I called to my friend another person pick up. I ask for some kind of accomadition for my down time until it been fix they keep trying to ignore my question I have ask. Now I know why it means when someone say what you paid what you will get. I am very unhappy with the result here with Magic Jack and the live chat support agent I spoke to name Matthew. I don't know if I am able to trust this company for my phone calls needs when require.
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Loss:
$25
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous
map-marker Akron, Ohio

OLD DEVICE SHOULD HAVE BEEN UPDATED NOT JUST RENEWED

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May 2019 I renewed my service. I considered getting a new device since I bought my device in 2014. The site offered update of firmware, so I did that and just renewed the service. AS it turns out I should have gotten a newer, better device but nothing on the site prompted me to do so. Now I can't receive incoming calls, and the caller hears a sound as if I'm dialing throughout the call. I'm now told the equipment is old and outdated and I should have purchased the new device. I could have done so for $10.00 more than just the renewal. Now I must pay $24.95 plus shipping. My feeling is that they should encourage update of equipment on renewal if it is available. However, they prefer to gouge for a mere $15.00. I have wasted $40.00 renewal on a service I can not use. I will use another service instead. They have lost a 15 year customer.
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Reason of review:
Pricing issue
Xeedoo M

Poor call quality; Worst customer service

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MagicJack is the worst VOIP provider I have experienced. Their call quality is terrible and calls drops. I also tried it with a 10$ prepaid card for India calling and calls keep dropping and I ended up using whatsapp calling. I used to have comcast service and did a mistake by switching to MagicJack I finally decided to move to Vonage but MagicJack took 9 days to release my number which ended up passing my 30day free trial period so they do not have to return the money. When I call, they just said nothing can be done and it happens to many customers and I should have canceled within 30 days. Very poor customer service. If you are trying due to its low cost please make up your mind within first 2 weeks so you can cancel it in time.
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Loss:
$64
Pros:
  • Low cost
Cons:
  • Poor call quality dropped calls bad customer service
Reason of review:
Bad quality

Preferred solution: Full refund

1 comment
Guest

Very often when making outgoing calls I can not be heard on receiving end. Not to mention the sometimes horrible screeching and static in almost every call.

Yes I did purchase for the affordability, and will not buy more expensive service, as I don't use the phone that much (probably because of the poor quality!), but need it for Dr's, family, etc. Just wish magicJack cared about this issue!

cal C Hkt

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Verified Reviewer

No Magic;Simply Make-a-buck Run-around...

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So, land lines are fairly useless except for the Solicitous Tribes allowed

to harass us at all hours by our "leaders". Loved the BLOCK CALL feature;

from which we were able to figure out just how often those rude rascals

run am-mock. Got "magic jack ""PLUS"" ( oooooh;-} only to discover that

those crazy Masters of Planned Obsolescent design their modules to fail

almost to the day annually; Hence; the 60 bucks year ends up being 100,

at the least. After many "Chats" with their "Techies", I did new Portals,

Conference calls with our carrier & Actiontec in India only to find the Magic was (Like B.B.said;Rest his Soul) much like the thrill.....Gone.

Now, if those Chatty Techies had only been allowed to be Honest when

it ended up being malfunctioning hardware ( yawn, "time to replace the Module with Ethernet & Phone inputs ) and I naively inquired as to a cheaper source (i.e.; PayeBay,Pal) and that I would HAVE to buy it from them, as the darn thing is like a time-chipped H.P.Ink cartridge that will

self destruct regardless of being full once passed a terminal date,right?

Instead, I get, "We don't recommend buying from another source..."

Wow, THAT would have been (would have been, mind you) so cool...

But NOOOOOOOO; I but the thing for dirt cheap, and proceed to waste

ANOTHER 2 hours being run around by 1st Tier & then, 2nd Tier-Expert

Techies.......(BTW; I ain't a techie, but I'm not an idiot; The cheap module

from eBay; an official MAGICJACK PLUS module with the same inputs

as our bad boy; Produced the same lights & got dial tone with NO PROBLEM; Inly to repeatedly hear the Robot pronounment;

"ATTENTION; YOUR MAGICJACK Plus SUBSCRIPTION HAS EXPIRED;..."

Time to payMagicjackAGAIN,Pal! The TIER 2 "expert" simply couldn't

re-asign the new serial numbered unit to our Account (Paid up for another 8 months,yet! :-] Yup; Gotta buy it from THEM!

So, sayonarra to the Magic; I'm done. Perhaps I'll encounter that same blissful sensation I achieved by chucking my cell phone (I confess, My Lady does have & need her Smartphone) once I realized Verizon was

ALSO not my friend. Let's look on the Bright Side; Lots of Decent Folks

out there who, when an emergency occurs...like waiting to pick up at the Airport, will gladly let you make that call with their yet-to-be attached-cybornetically appendage. Love those Decent People....

None of them work at magicjack.Off.

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Loss:
$75
Pros:
  • Silence was golden
Cons:
  • Run-around
Reason of review:
Poor customer service AND bad quality

Preferred solution: Let the company propose a solution

Meher Dfh
map-marker West Palm Beach, Florida

Magicjack stopped working

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2 weeks ago my magicjack stopped working. Contacted customer support, they blamed my ISP, then my modem, them my modem manufacturer. They were unwilling to admit the unit was faulty and wanted me to purchase another unit. I find this to be very, very poor customer relations. I have been a long standing customer of magicjack (10 years), and this is how they treat me. I'm sure I'm not the only one who has run into this problem with magicjack customer service. Their product is defective, and I am the one who has to pay to get another one??? Again....very very poor customer relations! All I am asking for is a replacement unit. This problem happened a few years back, the rep did admit the unit was defective and sent me out a new unit at no charge.
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Loss:
$55
Reason of review:
Damaged or defective

Preferred solution: A replacement unit at no charge to me.

Kallum Tji
map-marker West Palm Beach, Florida

Very unhappy

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The interface dial pad with contacts and features does not work. There is a problem with the script for the launcher, so the pad comes up and immediately is covered with a message to connect the magicjack, It is connected and works fine. I was on with customer service for almost two hours, they walked me through the exact troubleshooting solutions that are on their webpage, which I had already done. They told me to request a replacement, that I have to pay another $25 for, no refunds either. This was a great product when it first came out, know it is all about $$$. Plus, I paid more to reinstate my account than if I had bought an entirely new device.
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Loss:
$45
Pros:
  • Easy to use
  • Cost and value
  • Concept
Cons:
  • It help
  • Replacement or refund policies
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Jen p Nmg

Magically will Jack you around

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magicJack - Magically will Jack you around

For 8 months the MagicJack device worked fine and then suddenly didn’t. The phone said “no line”.

Customer service is available through “chat” but be ready to wait over an hour to “chat” with someone. I was told of a list of things to do in order to test it and the solution was to plug it into my computer instead of the router. But after ending the chat I realized my computer must be on all the time in order for the phone to work- that wasn’t feasible so back to waiting for a support tech. When Joshua H finally was available to chat over an hour later- he never replied to any of my messages.

The system then kept placing me back in line for another person... after many more minutes I opened a new browser and waited again. The recommendation this time was to buy a new Ethernet cable and a new phone. Neither of those fixed it.

Back to waiting for a tech- who informs me I need to update my ports by calling my internet provider. My internet provider tells me I have to call my router company... they get updated and it still doesn’t work!!

I use other devices via Ethernet and they work- so obviously the Ethernet port/jack is out on the magicJack device. I again wait for support and this time am told that I must pay to have it replaced (it’s not even a year old) and that they won’t prorate my account for the time that I haven’t been able to use it (which has been almost 3 months).

Overall- it’s cheap and nice if it works but when it doesn’t just plan on being Magically Jacked around and wasting your time/money

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Reason of review:
Poor customer service