MagicJack
Reviews and Complaints

On August 23, 2021. I initiated my service with MagicJack. When I called in to activate my phone, the alleged assistant identified himself as AJ, phone number I used to reach him was [protected], Extension 1008. The first thing he asked for was my charge card number, which I didn't have at the time. He stated that to keep my old number it would cost me 23.95 and he needed my card number for future charges. I replied to him that the MagicJack that I purchased at Walmart showed on the box "12 months of free home service." There was no need to give him my card number at that time. He said that he would call me the next day to finish the transaction. He called back the following day, and again, his first question was "do you have the card?" I replied, yes! He stated that the cost that he would charge to my card would be $129.99 for three years of services, he didn't mention anything about the cost to keep my same number, which I found out that he had already changed my number without my knowledge and of course, I refused to give him my card information. He became extremely upset, starting raging profusely. I called the MagicJack headquarters in West Palm Beach, Florida and spoke to a representative. Once I told her what had happened, she said right away, you were on the phone with a scam artist, that she was glad that I didn't give him any information. She stated that the amount to keep my phone was $19.95 not $23.95, their employees only have two digits extension not four and they didn't have an employee by that name. So what he tried to do to me, he has probably tried it with other customers. He needs to be handled by Law Enforcement as soon as possible. Thank you, Darlene Deal

I have been trying to get my remaining time transferred to my new MJ from my old non-functioning one. Many calls to the billing dept., most of which have ended with them hanging up on me. I have spent over 2 hours on this so far, with no results as yet. They have escalated but can't tell me when I should receive a response and there's no way to get beyond the first line CS reps. Awful, horrible, hideous customer service. MagicJack doesn't care about their customers at all, except for their money...

I have been a MagicJack customer for 13 years with a NYC number. I am transitioning out of state and am selling and transferring my old number out to another carrier. The port of the old number out to the new carrier is on the same date as the number expires and MagicJack is price gouging attempting to charge for an entire year subscription in order to make the transfer occur without problems. I asked MagicJack customer service agents to cooperate with the new carrier and/or take steps to escalate the issue to senior which they refused to do. In fact when 3 customer service agents pressed for the agent ID's, I was given fake agent numbers and another agent refused to identify themself.

After a 13 year run with MagicJack I was going to get a new number with them for the new state I'm moving to but the fact that they are refusing to cooperate with the new carrier and and engage is what is a unfair trade practices is forcing me to bring a lawsuit against MagicJac and it's agents for unfair trade practices and consumer fraud.

MagicJack technical support hides behind a chat wall. Yes hides. (I ran a call centre for years so I clearly recognize this behaviour). It's even more frustrating that after entering all of the required contact information into the form provided in order to get into the chat support queue, the first thing the agent asks is: please type all of your information again.

Absolutely mindless, or purposeful if you are trying to annoy customers and make it more difficult / time consuming for your agents and customers. Either way that's the result created -- a preventable, bad customer experience from the beginning.

When asked about contacting someone to resolve a technical issue they replied "For only $14.99* per year, you can enjoy the convenience of receiving premium technical support over the phone. Would you like for me to walk you through how to purchase this service today? " The gaul. My phone provider wants extra fees to speak to me about an issue with their system.

MagicJack is all about getting your $. Once that has occurred they ignore you. They have the WORST Customer service I've ever encountered.

I purchased the system a few weeks ago. I can receive inbound calls.

Can't make out bound calls from the hand held phone.
The first two digits do not go thru.

I spoke to them on the phone ( billing department ) no help. They made me register the problem on line ( no live person ). They responded with no help. I thought the problem might be the phone.

I spent $99 for a new phone. Same problem.

It must be the system, but no one to talk too.

Be careful when you consider this system

Purchased a new magic jack device (Magic Jack Home) because my old device (Magic Jack Plus) was no longer working; however, I still had a subscription that will expire on 3/19/20. The new device gave me a 12 month subscription, erased my old subscription of which I had 4 months left.

I called billing, (by the way I had to wait 30 minutes to speak to someone. A lot of good that did) told billing about my situation and they refused to add the remaining old subscription to my new subscription which would make my total subscription 16 months.
I think it's only fair to get what I paid for and shouldn't be penalized to purchasing a new device out of necessity.
uandb adric

This is the worst service ever! I would not advise buying the MagicJack! I have had the service since 2017 and have spent more time on the phone with customer service than I care to write about here. If you do not buy the Concierge Service Plan you will not be able to talk to anyone on the phone for help, you will have to correspond by writing your problem on the internet. These call centre employees waste more time than its worth going through their scripts and making you do things to the connection which often requires you to lose your connection with the person you are talking to. It would also be nice to talk to someone without thick accents that talk so fast you can not understand a single word of what they are saying.
I have had this service since 2017 and I paid for the service years in advance that expires in 2023. Recently, now March 2020 I had to get a new device (a replacement device!) for reception that had gone from bad to intolerable. I had been encouraged up to this point to keep the Concierge service up to date and a replacement device would cost me much less having the Concierge service.
I was charged $49 for a replacement device, even though their landing page on their site quotes $39 to get set up! But the real issue here I should have only been charged $17.95 having the Concierge Plan.
I was in conflict with customer service, as they say I bought a "NEW" device, not a "Replacement" device! Are these people that thick in the head?
The Latest in April 2020: Management said if I returned the device, (I pay for postage!), they would then disconnect that service and activate the old device (Which I had thrown out) and then I could buy the "replacement" device after they refund me the amount of the "new" device. They still will not refund me $30! CROOKS!
Total B.S.!
DO NOT DEAL WITH THIS COMPANY!

I have had MagicJack for a number of years and just decided to have my home number to be ported over to my existing MagicJack number Dec 23. It takes around 10 days to get it ported. After having it ported, I had problems with the phone calls being dropped and after the problem continued for a while, I contacted MagicJack and got their "help". I re-wired the MagicJack system. I then discovered my MagicJack app on the phone did not use the ported number and I called MagicJack again. They got it to work for a day and then it stopped. A week to 10 days ago, I asked MagicJack to port my number back to Telus and for issue me a credit. Today Telus was here and I got my new line, but MagicJack has not ported my number. I then had problems call forwarding the 604 number and had to wait on the line for an hour. We finally resolved that issue but was took, I would not be getting a refund as 30 days had past. Before asking for a refund, I tried to work with MagicJack to resolve the issue. I did tell MagicJack that I would like a refund when I asked for the number to be ported back, but they have done nothing. I asked again today and was told NO!. The charge was $43.55 USD. They could give me the credit against the 3 year contract.

Wayne Wagstaff
[protected]-7136

I am a new customer of Magic Jack, I received my new device on September 6, 2019, but I did not activate the service until September 16, because my then service from Basic Talk would be up in September 21. I received a new number and the service was suppose to work in 3 simple steps. Will my service only works most times with outgoing service, I can not receive incoming calls. I have notified Magic Jack 10 times since September 21, 2019, they keep telling me that Optimum needs to open a new port, that makes no sense because Basic Talk services worked fine. After not getting anywhere, a tech from magic jack told me on October 5 magic jack again on October 6, that my device might be defective and I have to pay for a new device. On October 5, Optimum technician came out to my residence and checked the line, he advised me that there was no need for a port change, that Magic Jack needs to correct block they have on my incoming service, because if something was wrong with line no service would come through. This is where I stand no incoming service and when I called back on October 6, the customer service representative took my contact number to have a Supervisor call me back, as of October 8, 2019, no one has called me back from Magic Jack, so I want my money back and this service cancelled. What am I paying for one way service. No way.

MagicJack stopped ringing. Customer service doesn't want to fix issue and 2nd level support does not contact as promised. Terrible support. My MagicJack phone stopped ringing. I can make outbound calls, but it will not ring. Contacted Magic Jack support and even purchased new device to fix issue but nothing works. Was on hold for Customer Support over 1 hour and tech "hung up" on me because I told them my other MagicJack device at the same location was working properly on the same network. The tech said it was an Internet issue, when I asked how he came to this absurd assumption and I explained that I spent over an hour troubleshooting and I am a network technician. The tech got snippy with me and literally hung up. I called back and had to wait another hour before I was connected to another tech. This second tech was not able to fix issue. I contacted support through CHAT and was on the chat for almost 3 hours and still did not get a resolution. It's obvious that either the device is bad (which I don't believe) because I purchased another new one and got the same result or MagicJack has made changes to my account that forces my incoming calls directly to voicemail. Overall their support is staffed with un-knowledgeable people and their Conciegiere Service for rapid customer support, which is an extra price has a working phone number but the option prompts do not accept your input and it keeps repeat to call back the support number, which is the same number I am calling. Overall, this company should be fined heavily for their in ability to provide the service they promised. I have had problems with them double billing me in the past and was never refunded any money for the double billing. This company is NOT REPUTABLE and they should be fined and or sued for these issues.

I Purchased the Magicjack device on February 8th, 2018. On December 23, 2018, I renewed my MagicJackGo subscription for three (3) years, ( 2/8/2019 - 2/8/2022. The subscription due date was not until February 8, 2019. Shortly thereafter, I started having problems when making a call. The caller on the other end could not hear me; and, I would get a call and could not hear the caller. There would also be a lot of static and sounds of a touch tone call being made. I called MagicJack Tech. support numerous times for over a period of three (3) months about those issues. I contacted the MagicJack Billing Dept. to request a refund and was told that I should read the MagicJack "Subscriber's Agreement" which basically states that "no refunds" after 30 days of purchase. My subscription renew date began on February 8, 2019, I started having problems on February 19, 2019 and spoke to MagicJackcares.com Tech. Support agent by the name of Ariel and another agent called Jay. Why was I not offered a replacement device or refund of my $97.00 since the renewal of my subscription was only 11 days old. I also had a lengthy Tech. support (chat) with a female agent, I did not write down her name and date of service. On April 24, 2019, I spoke with Mark Joseph in the Billing Department about the same issues and another agent on May 2, 2019.
I believe, it is an unlawful practice of MagicJack refusing to refund a customer's money for a product that no longer works. I hope in filing this complaint it will help me get my refund of $97.00 or $89.00 minus processing fee.

Respectfully submitted,

Yvette Reid Magic Jack Tele. #[protected])
[protected]@yahoo.com

On August 2018 I bought a 5 years MJ subcription. A tech named Chris Adams help me to set it up on my ifone and gave me his fone # (954) 607-2310 and 1/800/793-1467 ext 416. After he finished the set up he transfer to a rep named David Miller fone # 1/800/793-1467 to pay for my subcription. $155 was taken from my credit card under MJ billing and David gave me a confirmation # [protected]. 3 days later I received an email from MJ billing address 400 N Congress Ave West Palm Beach Florida 33401 confirming I had paid in full Invoice # MJ195066. Then on March 3rd 2019 I received an email saying my subcription expired and I need to renew. I called MJ but they can't find my account or of any transaction mentioned above. I believe this is an inside job because only an employee can set up my MJ number so I can use for a year without any problem before it pop up that I need to renew.

I purchased a new majic jack over a month ago. It was defective . You said send it back and we will reimberse you. I sent it back over a month ago. Never received payment for it. the order The order number was T5806699717 my account number is [protected] my name is Lawrence Albano my address is 106 E Victorian A ve space 48 Sparks NV Why did you never get back to me? My phone number was [protected]

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.

someone has taken over our phone line, people have been trying to call and can't get through, when we tried to call our phone number our phone does not ring and we get a message that says we are not accepting calls at this time, our phone is set so the answering machine picks up, I called my sister and she told me about the message. our phone number is [protected].

Got a magic jack. I went on line, registered my device. got my phone number ported. Said I was ail set to use it. pick up the phone, no dial tone but a recorded message stated there was an error 404. went on line did everything the that I was prompted. Unplug everything & etc. replugged waited as directed, nothing. Now magic jack doesn't have my account. went back to reregister. got the page with the video and button "detect device". click on detect device button it didn't detect the device. unhooked it from the modem and plug it directly into my Mac computer, still did not detect it. Went back to customer service after being disconnected from customer service before explain every thing again entered all my info agin via chat help. gave me a link to down load the Mac app. launched the app. it prompt me to reconnect device. I did nothing happened, after a few minutes it sent me to the magic jack home page. their system did not detect the device. Maybe I'm nuts but I have been trying for over 8 hours to get this thing hooked up. been with on line help for the 6th both the regular chat and tier2 time. Tried to get Concierge service to speak to someone to help since no one on online help has been able too and I've been disconnected from twice. they said I didn't have an account, but they had my name, phone number and e-mail address, so the y couldn't connect me with the Concierge service
What kind of phone service has no phone service for help? Called the "contact us" number explained everything again got transferred to a mgr. explained everything again. She told me to go to magicjackmgr@magicjack.com. Typed that address in got a google search page. It had that same address in it's listings intered it again and again it sent me to a google search page.
I highly recommend not purchasing this product. If you do and have don't say you haven't been warned

I purchased a MagicJack around October 31 2018. It came with the magicjack and a year of service. In the box and on line it states that you can port your old phone # for additional $20.00 which I paid . They stated that it would take 7 to 14 days to do. I called to check on the status and was told I had to buy an additional 3 to 5 years of service for $125.00 to port my existing phone number in which I've had for 25 years .Nowhere in the box or online does it state that you have to buy additional years to have your number ported .I am on S.S and I am 66. When I told them it was false advertising. They no longer would talk with me. I don't know If my $20.00 that I paid for them to port my phone is put back in my account and I am out the $40.00 for the Magic Jack. The Name of the person I chatted with was named .Andrea Fox. I am also sending this on to the Internet fraud and consumer affairs .. Thank you
Fred Oliver Email [protected]@cox.net

I have already mailed on an email id i.e. [protected]@magicjack.com
Hey There,

We have a Magic Jack number i.e. +[protected] for our company KEY CONCEPTS.

Previously the email id connected to this account was [protected]@keyconcepts.co.in
But now whenever I am connecting the device, the error is shown while logging into my account that "This email id is not available for the device"

I have renewed the number and the calling facility is working properly, but I need my account to be connected with the email id: [protected]@keyconcepts.co.in
Please look into the matter and guide me how to connect my email id with our magicJack Device.

Thankyou,

Someone said this already but I repeat: "Magicjack has the worse customer service and warranty I have ever seen". In addition this company also has the worst return and exchange service on the face of this planet. You'll be calling them and each customer service representative you talk to is giving you a different story. With respect to return and exchange. Exchange is impossible. Return is near impossible it would have been better for you to just keep the device especially if you are not in the states and say I'm Canada. So you have to pay to return. The do not pay for the return. If you are in Canada that's say $20-30. If you don't pay for tracking it's $10 and since they know most people will opt for this they'll say oh so it seems there is no tracking number as such there is no way to process your refund without tracking. My advice to Canadian customers especially if you want to return it forget it or either lose 70 for the device. If you end up paying for tracking and they refund you then you only getting back say 30. Useless company.