MJ will not receive calls, but am able to call out.

GetHuman-aewarend's Technical Support issue with MagicJack from January 2020

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The issue in GetHuman-aewarend's own words
Trying to set up MJGo to receive calls ... Alan E Warenda****** W Century Plant Dr*Surprise, AZ, *****-*****MJack Phone *: ***-***-****, Account *: *********Began using magicJack ****-**-***Upgraded to magicJack Plus ****-**-** S*N: A***********C**Current Issue: ****-**-** * MjPlus S*N: A***********C will no longer receive incoming calls after ** years of use.**Ordered new MjGo - Order Number: TS********, Order Date: **********, Rec'd & installed *******S*N: A*************. ***Checked settings for allowing both incoming & outgoing calls. Ran upgrade patch from MagicJack site.**Swapped modem*router input port for Mj module. Still, no incoming calls, acts like dead line to caller.***) Chat with MagicJack Tech support: ****-**-** **:** ***-***-*****Alysa has joined the conversation*At Conclusion of chat:*A*Please contact your Internet service provider (ISP) or router manufacturer for assistance in opening internal ports ****-**** on your router (UDP). These are the ports that allow the magicJack to communicate.* *A*They may open the internal ports ****-**** on the router (UDP) to allow magicJack to work properly.**Opening specific ports was accomplished by ISP provider representative ***:** on ****-**-***Still, could not receive incoming calls, but am able to call outbound.****) Chat with MagicJack Tech support: ****-**-** **:** ***-***-*****Jannet has joined the conversation**Thank you for contacting magicJack. My name is Jannet. Please give me a moment while I review the information you provided. *J*Thank you, but it seems that there is a mismatch on the name on the account that you have provided. We need the exact information that is showing on your account. *Alan E Warenda * *J*Thank you for providing all the needed information, your account has been successfully validated. How may I assist you with your magicJack today? *Cannot receive incoming calls. Line just goes dead to caller. Contacted Representative Alysa on ********. Recommended ISP open ports ****-**** on router (UDP). This was accomplished *pm yesterday. Still not receiving incoming calls. Settings are set for both send & receive. * *J*I'm very sorry but based on the lack of response of your device to all the troubleshooting we have conducted, your device is up for replacement. You can either purchase it online or get in touch with our Sales Specialists. Our Sales team can be reached at**-***-magicJack (*-***-***-****)*Monday – Friday: *:** AM – **:** PM EST* *I just purchased a new mjgo & installed it * days ago because the last mjplus stopped receiving incoming calls about * days ago. * *J*I understand that, but the router has already opened and the device still not working, it seems the device defective and need a replacement. *So, nothing more can be done?? * *J*All the troubleshooting steps already performed and still the device didn't response. ***) Chat with MagicJack Tech support: ****-**-** **:***Rosa has joined the conversation**Forwarded all above info & texts into chat **. Final response was same as chat **. Still no help. Rosa recommended to call magicJack sales group.***) Call MagicJack sales: ****-**-** **:**-**:** ***-***-**** Spoke with 'J' - Cannot help - Call tech support…***) Chat with MagicJack Tech support: ****-**-** **:** ***-***-**** Hangs up after * min, twice.
After changing several wires & inputs, took my module to a friend's house who also has CenturyLink HSI for provider. Connected it to his modem router * C****T *, plugged his phone into it, called the * & the module worked fine.
Have been in contact with CenturyLink for help. So far, no luck. But at least I now know that there's no issue with the MJGo module & appears to be a problem with my C****T modem router or its configuration.
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MagicJack

MagicJack Go
Technical Support issue
Reported by GetHuman-aewarend
Jan 10th, 2020 - a year ago
Not resolved
Seen by 6 customers so far
Similar issue to 1772 others
0 customers following this
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Timeline

GetHuman-aewarend started working on this issue
Jan 10th, 2020 1:03am
GetHuman-aewarend indicated the issue is not fixed yet.
Jan 10th, 2020 1:04am
GetHuman-aewarend indicated the issue is not fixed yet.
Jan 10th, 2020 1:04am
GetHuman-aewarend indicated the issue is not fixed yet.
Jan 15th, 2020 4:03am
GetHuman-aewarend indicated the issue is not fixed yet.
Jan 15th, 2020 4:04am