Magic Jack
Tech Dept - MagicJack Tech Dept

Below you will find a transcript and emails from magicjack service personal, apparently since they cannot fix my problem with their service, they have chosen to block any further emails or I guess any other attempt to fix this problem, I have this service till next Aug. I’ll get rid of it then they have the last dollar I intend to give them.

I have taken the liberty of removing my personal information.
Oh and I have noticed it now starts to turn itself off therefore no incoming calls can be

Received. But they don’t know that I have been blocked. So much for Customer Service!

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From: "L&L"

To: "Dan Borislow"

References:,

Subject: Re: service problems..
Date: Thu, 10 Dec 19:03: 29 -0500
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Hi Richard

Nope sorry still have to right click and use call, cant just dial the number,

Also getting a lot more static than usual. I understand a wired (electric) USB adapter may solve that problem any suggestions,

I’ve done the USB slot switch it just keeps coming back... L
— Original Message —

From: Dan Borislow

To: l&l

Sent: Thursday, December 10 4:15 PM
Subject: RE: service problems..

Hi L,

Please try to dial the number now. Should work fine.

Sincerely,

Richard
magicJack Tech Support Manager

From: L&L [@earthlink.net]
Sent: Thursday, December 10 12:51 PM
To: Dan Borislow
Subject: Re: service problems..

The number is 905-XXX-XXXX it is a valid number.
Now i can "dial" the number but i have to find unanswered call from them (color red) and right click and hit dial, i cant just dial them out.
Thank you for your reply.
— Original Message —

From: Dan Borislow

To: l&l

Sent: Thursday, December 10 10:53 AM
Subject: RE: service problems..

Dear L,

We have checked the Canadian number you gave to us in chat that you cannot dial. It seems it is not a valid number. We have not been able to get through to that number using landlines, mobile, or magicJack.

Could you please verify the Canadian phone number you cannot call and we will look again.

Sincerely,

Richard
magicJack Tech Support Manager

From: L&L [@earthlink.net]
Sent: Tuesday, December 08 1:22 PM
To: Dan Borislow
Subject: service problems..

Sir: Below you will find a conversation with 2 of your service reps on 11/20 with the service # LTKxxxxxxxxxxxxX,
I was told as you will see the i would be contacted by the companies engineers to solve my problem dialing to Canada,

As of today 12/08 i have heard nothing from anyone in regards to the problem.
Will i be contacted by anyone?

Apparently my idea of ASAP and theirs is two different things.

Please wait for a site operator to respond. You are now chatting with 'Amor' Your Issue ID for this chat is LTKxxxxxxxxxxxxX: Amor: Hello, how may I help you?
L: hi I seem to have a problem certain numbers
Amor: May I know the exact nature of your problem with full details please?
L: yes i dial a number in canada it does not go through, i dialed a number in NV and it goes through; i highlighted the call from in number canada hit call and it went through.

Amor: May I know how you dial the numbers in Canada?
L: 905-XXX-XXXX
Amor: please dial like this 1 905XXX-XXXX
Amor: Let me know if it works
l: no i get a short busy signal and it dies
Amor: Download and run the Recover Tool from the link below.

Amor: http://www.magicjack.com/site/downloads/mjrecover_setup. Exe

L: do i need to restart
Amor: No need just to download and run the link first
l: no device found
l: but am calling son in nv and its ringing
Amor: Click Ok and finish button
l: done
Amor: then unplug the magicjack for 30 seconds and plug it back again
Amor: Let me know if the soft phone pad comes up
l: brb
l: no its not coming up

Amor: Please go to My computer locate 2 drives of magicjack then let me know if it works
Amor: I mean if there are 2 drives
l: having it do a auto run and its starting
Amor: From the soft phone pad click menuadvance userrestart
l: done
Amor: Try place a call again let me know if it works
l: no same short busy signal then off
l: recover still says no device found
Amor: Would you mind if I will transfer you to higher level of support continue assist you with this?
L: sure
Amor: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with 'Jeanille' Your Issue ID for this chat is LTKxxxxxxxxxxxxX
Jeanille: Hello L. My name is Jeanille. To better assist you, let me put you on hold while I read your previous chat. Thank you.
L: sure
Jeanille: Thank you for waiting, L.
L: np
Jeanille: Have you tried calling another phone number in Canada?
L: no i dont know anyone else there
Jeanille: Try to dial out randomly and check if you'll get the same thing.
L: i just called out my son in Nv his rang
Jeanille: What about other Canadian numbers?
L: it worked if i highlighted were they called me and right clicked and hit call and that went through
Jeanille: But not when you dialed our using your handset, right?
L: correct
Jeanille: Since when did this start to happen, L?
L: last nite i assume i haven’t called there in awhile
Jeanille: Ok, thank you.
Jeanille: Please open task manager (control alt delete) and click the tab named Processes. Locate and end the following processes: UTSCSI, NEWNET_SETUP, magicJack, and magicJackLOADER. If one or several of these are not listed, do not worry. Now unplug your magicJack, wait for 45 seconds and plug it back in.
L: cant find loader
l: how about magicjack. Exe
Jeanille: Yes.
Jeanille: Please end that one.
L: still no loader
Jeanille: What about the other programs? Or mjsetup. Exe? Do you see it there?
L: nope
l: its unplugged
l: unplugged
l: got the utscsi one
l: and will plug it back now
Jeanille: Ok.
L: doing manual restart on software
Jeanille: Manual restart please.
L: just tried the number dialing from the phone and short busy signal and then dropped
Jeanille: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Jeanille: http://upgrades. Magicjack.com/upgrade/upgrade. Exe

Jeanille: Make sure to hit RUN.
L: will have to do it from IE fire fox just saves one moment
Jeanille: Ok.
L: still busy and droped
l: the phone is a direct connect GE no wireless
l: shall we try the recovery again see if it can find it
Jeanille: Ok, please do so, L.
L: still no device found
l: and every time u have me unplug it i place it into another usb port
Jeanille: Ok.
Jeanille: Click "Start", then click on "Run".
L: ok
Jeanille: Type: dxdiag
Jeanille: The "DirectX Diagnostic Tool" will come up. Let it run. If you get a pop up from it, just click on "Yes".
L: no problems found
Jeanille: Please click on NEXT until it's done.
L: No problems found. To test DirectDraw functionality, click the "Test DirectDraw" button above. To test Direct3D functionality, click the "Test Direct3D" button above.

Jeanille: Ok.
Jeanille: Is everything ok now?
L: still running those tests
l: No problems found. DirectDraw test results: All tests were successful. Direct3D 7 test results: All tests were successful. Direct3D 8 test results: All tests were successful. Direct3D 9 test results: All tests were successful.

Jeanille: Ok.
Jeanille: Ok, good to know, L.
L: To test DirectSound functionality, click the "Test DirectSound" button above. No problems found.

L: shall i continue

Jeanille: Please close that window after you have done all. Once done, please unplug your magicJack and then replug it back after 1 minute.
L: ok unplugging
Jeanille: Ok, thanks.
L: ok unplugging
Jeanille: Ok, thanks.
L: its restarting
Jeanille: Ok, thanks.
Jeanille: Now, please do try to check to place a call and check if you're getting the same result.
L: k calling canada

Jeanille: Ok.
L: same 3 beep busy signal then dropped
Jeanille: Ok.

Jeanille: I need to escalate your issue to the Engineers for them to check on this matter personally. Please provide me your complete name, an alternate phone number, magicJack phone number and the best email to reach you for updates.
L: highlight the incoming call from last nite and it dials out
l: ok L L XXX-XXX-XXXX @earthlink.net
l: MJ number XXX-XXX-XXXX
Jeanille: Thank you, L.
L: welcome
Jeanille: Please standby as I forward your case now.
L: np sitting by
.
Jeanille: Thank you so much for patiently waiting, L. I have escalated this issue to our engineers and once they receive my e-mail they would work on your line right away, once we are done with this fixes here, we will be informing you through an e-mail notification..
L: they will fix it from there?
Jeanille: Yes, L. That's right
lars: allrighty then i will continue to sit by
Jeanille: You will be notified through email. This will take time as they need time to resolved this matter.
L: gotcha closing then thank u for your assistance
Jeanille: You're most welcome and thank you so much for your shared time and cooperation. I appreciate it very much. Keep on checking your phone and email as we'll get back to you asap.
Jeanille: Have a great day together with your family and friends. Take care. Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

Company: Magic Jack
Country: USA

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