Not resolved
3.1
Details
1 comment

Last Sunday, I lost magicjack phone service following a power outage. I've been in their queue for two nights over an hour last eve and well over two hours tonight.

The following is a copy of my conversation with their assistant Hello, I used “magicJack live” help to debug my issue which is “can’t make/receive calls following a power outage/restoration”. I normally connect the magicjack to my cable modem After “signing in” the app says “Please connect to the internet and double click here” Have a constant blue light - Tried different Cat 5 cables, tried connecting to router and modem connectivity internet ports, no joy Have a constant blue light - Have been provided the following codes PL0501479, PL0503822 and PL054031 the tests (two at my modem and one at my router) from three tests I believe I need a replacement magicJack Plus. I dont use the computer to connect my magic jack, it was only required to debug Status: Connected Levent D (Responding) Levent D: Hi, my name is Levent D. Levent D: Thank you for chatting with magicJack.

It will be my pleasure to assist you. How may I help you? David Dickhaus: I Hello, I used “magicJack live” help to debug my issue which is “can’t make/receive calls following a power outage/restoration”. I normally connect the magicjack to my cable modem After “signing in” the app says “Please connect to the internet and double click here” Have a constant blue light - Tried different Cat 5 cables, tried connecting to router and modem connectivity internet ports, no joy Have a constant blue light - Have been provided the following codes PL0501479, PL0503822 and PL054031 the tests (two at my modem and one at my router) from three tests I believe I need a replacement magicJack Plus.

Levent D: Understood. I will be happy to assist you, but before, for security purposes, would you please verify any two of the following pieces of information: the name on the account, the email address associated with the account, the magicJack telephone number, or the billing address on the account. David Dickhaus: David Dickhaus David Dickhaus: ***edic@yahoo.com David Dickhaus: **34**57** Levent D: Thank you very much for verifying that information. Quick question.

Is your magicJack plugged into your computer or is it connected to your router/modem? David Dickhaus: normal usage is cable router but I have it plugged into my computer right now David Dickhaus: Cant debug at the modem Levent D: Thank you. Can you please let me know which lights are on on your magicJack? David Dickhaus: constant blue light only Levent D: Understood.

Let's try to perform a refreshment test. Can I please ask you to unplug your magicJack from all cords and cables for a few seconds? I would like to send a refreshment signal to it. Levent D: Also from the computer.

David Dickhaus: unplugged David Dickhaus: Ive disconnected USB and internet - box is not connected Levent D: Can you plug it back? David Dickhaus: connected Levent D: Thank you. Can you please let me know which lights are on on your magicJack? David Dickhaus: Magicjack app just reopened Levent D: Do you have a dial tone?

David Dickhaus: blue light only David Dickhaus: no dial tone David Dickhaus: magic jack app continues to ask fto connect to internet even after it is Levent D: How is connected the magicJack device? Levent D: Can you describe to me? David Dickhaus: It is plugged into USB port on computer with a cat five cable from my router in the cat 5 slot and a phone cord in the phne slot David Dickhaus: quit simple really. I've had this device for three years or more Levent D: Can you plug it off the cat 5 cable from magicJack device?

David Dickhaus: done. Now only USB and phone Levent D: Thank you. Can you please let me know which lights are on on your magicJack? David Dickhaus: blue light only Levent D: iS IT SOLID?

David Dickhaus: yes it is Levent D: Sorry for the capital letters. David Dickhaus: NP Levent D: Can you see the dial pad now? David Dickhaus: I can David Dickhaus: In red it says "please connect to the internet and double click here" David Dickhaus: Now attempting "signing in" Levent D: Ok, please let me know. David Dickhaus: Now back to "please connect to the internet and double click here" David Dickhaus: I've been here for hours with this response David Dickhaus: Are you still there?

Levent D: Do you know what kind of operative system does your computer run? David Dickhaus: Windows 10 Levent D: Excellent. Can you please open a new browser or new browser window on your computer, copy and paste the following link and press enter: http://upgrades.magicjack.com/upgrade/upgrade.exe?_ga=2.23178298.1849738622.1513614730-644675180.1512505534 . That link will automatically download a firmware upgrade that I need you to please open and run on your computer.

David Dickhaus: the update is running but appears to be stuck at the signing in Levent D: Ok, please let me know. David Dickhaus: Now it is asking for an internet connection - should I reconnect the cat 5 cable David Dickhaus: I reconnected and double clicked as requested by the app Levent D: No, please do not connect the internet. David Dickhaus: it is stuck at "please connect to the internet and double click" Levent D: David, we are not using the same terms. I do not understand what you are saying.

Sorry for that. Levent D: Are you sure you have internet conenction on the computer? David Dickhaus: absolutely. David Dickhaus: we are using it and I have twice swapped David Dickhaus: I beieve I need a new device, can I order one Levent D: You can always order a new device but I can not confirm yet that the device is bad.

Levent D: So, it is your decision. Now, it is only $35 with one year service included. David Dickhaus: what will it take? it is properly connected and failed with a power outage David Dickhaus: I'll take it.

This has become too annoying. How do I order it Levent D: You can go online at www.magicjack.com and login. David Dickhaus: I want to keep this number and dont wish to wait for a transfer Levent D: After you will see on the main page we are offering a new device.

Or you can use the SHOP menu. The soultion was to go buy a new one as she couldnt confirm a failure.

Product or Service Mentioned: Magicjack Technical Support.

Reason of review: Poor customer service.

Monetary Loss: $45.

Preferred solution: Let the company propose a solution.

Magicjack Cons: After hours just trying to fix my phone, Solution is to buy another.

Do You Have Something To Say ?
Write a review

Comments

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Anonymous
#1585233

Have the same problem power outage replace equipment magicJack will not reconnect have done extensive reconnect have not gone as far as you have I think the problem solve the issue is to go buy a new one.

Magicjack Reviews

  1. 88 reviews
  2. 45 reviews
  3. 25 reviews
  4. 10 reviews
  5. 11 reviews
Magicjack reviews