Magic Jack Customer Service

Substitutes for Magic Jack Customer Service

magicJack was formerly named as an Editor's Choice at CNET, and has worked well for millions of customers. Unfortunately, there were others who cursed the day they began using magicJack. Magic Jack customer service is abysmal. Perhaps the most bothersome aspect was magicJack customer service, or lack thereof. Customer Service Scoreboard rated magicJack customer service as abysmal, giving it only 30 points out of a possible 200.

Happily, those days seem to be behind us. The magicJack customer support service has rallied and now provides much better support across the board. Regardless, support groups sprung up on the Internet to address problems as users encountered them. It's difficult and time-consuming to hunt all over the Internet looking for those resources, so I've listed a few of them below:

  • magicJack Customer Service has a Frequently Asked Questions page on their web site to answer some questions. This information relates relates primarily to the buying decision, however. Can I port my current phone number to magicJack, is 911 supported, etc.
  • magicJack also offers the ability to chat with a Live Agent via chat on their web site. As long as your questions are basic, common questions, you may have some luck with this feature. In recent years, customer service has improved immensely.
  • Many users have encountered more complex problems while using magicJack, and have turned to forums such as the “unofficial magicJack support forum” or a similar forum which discusses more general VoIP issues, broadband

There are many other online resources which can help provide answers with magicJack issues.

Calls that Won't Connect

One of the most common complaints about magicJack is its claim that customers can make free phone calls anywhere in the United States and Canada – which is not entirely true. Bear with me for a couple paragraphs while I outline some of the billing practices of the telephone industry.

If a customer of  Telephone Company A wants to call a friend who uses Telephone Company B, Company A has to pay a fee to Company B to “terminate” the call at the friend's house. Normally these termination fees are very small – less than 1¢ per minute.

There are significant variations in these termination fees, however. For example, in rural areas the cost to provide telephone service is very high. The FCC realized there are great distances between houses. In addition, there is a low volume of calls. As a result,  the FCC allows larger termination fees in those areas. These rural fees average about 6¢ per minute. They provide the revenue for rural telephone companies to construct and maintain their lines.

Traffic Pumping

Some enterprising companies decided to take advantage of those higher termination fees by setting up free conference call sites in a scheme called ‘traffic pumping'. When conference call attendees dial in, each of their phone companies are responsible for paying a termination fee to the rural telephone company – and that fee can be upwards of 20¢ per minute. It doesn't sound like much, but it adds up to hundreds of millions of dollars. The rural phone company then provides a kickback to the company that set up the conference call system.

It's a bit much to pay a bill that large when you're charging your customers less than $2.50 per month. magicJack successfully argued to the FCC that they weren't a conventional phone company, and so didn't have to provide service to those rural areas. As a result, there are some places you can't call using magicJack. As it turns out, there are workarounds – for example, you can use GVJack to make many calls which MagicJack won't connect. Calls made using GVJack are entirely free.

Next: Magic Jack Customer Service (part 2)
Previous: See if Magic Jack is right for your home phone service

Comments or Questions?

Do you have a question or comment about magicJack customer service (or lack thereof)? Drop a note in the comment box below and put it out there for all to see! You may find the answer you're looking for – or perhaps you'll hear from another sympathetic user.



  1. I now grow tired of being led around- My was a charge of $37.73 made to my master card without out my okay?

    1. Author

      Greeting Joe –
      If I was with magicJack, I may be able to do you some good – but I’m just a user helping other users. Let me know if you need help turning off the auto-pay option in your account settings – that much I can do.


  2. I just renewed the service a few weeks ago but the Magicjack has been down right after I renewed the service.

    1. Author

      Greetings Cindy!
      Are you able to login to your account at magicJack? If so, can you verify they extended your subscription?

      Let me know, and we’ll try to sort out the next step to making it work once again!


  3. Lost
    the dial tone, out of no where. Phone book and all other related items
    left intact, but couldn’t get a tone, answering machine didn’t accept
    calls, no messages left except messages did go to my e-mail account, to
    be played back as a wav. file in Windows Media Player. After going
    through everything, machine, up dated the software(using MJ GO) checking
    all connections cords cables, etc. Determined that MAYBE) 1 or more of
    the circuits that control dial tone and whatever else, might have taken a
    surge. About to consider purchasing a new module but tried 1 more
    Running Windows 7 Pro, just in case you needed to know. Have my updates
    set to advise but not install, my choice. Well, lucky me. Remembered
    installing some “critical” updates on 8/16/15. Did a system restore back
    to that restore point and oo-lah, all functions with MJ are now back.
    Never paid attention to which of the critical s were done and exactly
    how many, so can’t pin point the culprit but it was 1 from Microsoft
    that caused the problem. MS is slowly dictating what you can and can’t
    do with, not only their programs but addons as well .Who of thunk

    I think this is the start of of the end to user control. Again, this
    started as a complaint and I know the loss of dial tone goes back much
    further than my current 8/15 but it really makes you stop and think.

    Mine is not so much a complaint as it is a solution, at least in my
    case. I just ask you as a reader,(and I know this is just 1 site) might
    have more knowledge as to who and where else to pass this info on to. If
    you do, do others out there a big favor and get this experience and
    solution out there to the masses. Exactly how it was done, I have no
    idea exactly which update did it.

    If you too might have or know someone who has gone down this road, LET
    THEM KNOW> Doubt if it was intentional on MS’s part but you never

    If, after a system restore, you get a notice that the restore was not
    successful, go into safe mode and do it again and it does and will work.
    Good luck and watch what you update.

    [email protected]

    1. Author

      Huge thanks for spreading the word Jim!
      If I can sort out what the problem update was, I’ll be sure to post a page about it. I’m also using Windows 7 Pro, and didn’t have the update problem – but that may be because I’m still using the original magicJack from 2009. (!!)

      If anyone else has had problems with magicJack Go and updates pushed to your computer by Microsoft, let us know – perhaps we can find the common denominator that caused Jim’s problem.


  4. I got my visa credit card bill for November the other day. I noticed that on Nov 6th, I was charged $37.73 twice. I wanted to renew for one year. Can you please credit my visa account for $37.73? Thank you.

    1. Author

      Hi Katherine –

      Hopefully you’ve gotten this resolved since posting the question. I’m not with magicJack (not even affiliated with them), so you’ll have to take up any account issues with them directly by using their TechChat Service. Hopefully they can sort out any glitches in your account.

      Best of luck with it – Dennis

  5. I have paid for five years of magic Jack plus and in my second year I get no tone or error please go to magic I don´t know why such problema.

    1. Author

      Hi Roberto –

      You should try contacting the magicJack TechChat Service to find out why you don’t get a dial tone. Did it work before you purchased the 5 year package? See if they can shed some light on the matter. I don’t work for magicJack, and I’m not affiliated with them, so I can’t do you much good trying to sort out the problem.

      Best of luck with it –


  6. I got a “magic-Jack Go on 1-10-2016 and signed up for 5 years.  My order # is xxxxxxx.  Now I’m told I have to renew—-what gives??

    1. Author

      Hi Jean –

      Unfortunately, I’m not with magicJack – so you should contact the TechChat service give them your order number, and see if they can get your account back on track. Best of luck with it!


  7. how do i change my email address associated with the account?

    1. Author

      Hi Teresa –
      You can change your email by logging into your magicJack account, then hovering the cursor over the Account tab. In the dropdown, click on Manage Login. You can add an email address to your account on the right side of the screen that appears.
      You can add an email to your account, but I’m not sure you can remove the original email address from the account. If that’s your intent, you’ll probably need to contact Support to see if they can help out. There’s a Help link in the menu bar near the top of the screen after you’ve logged in.
      Hope this helps!

  8. How can you put callers on mute with magic jack conference calls?

    1. Author

      Hello Samuel –
      Unfortunately, magicJack doesn’t offer a robust conference call capability. There’s another page that discusses their conference call capability, and touches on Google Voice conference calls as well. There are a number of services such as Skype that allow callers to mute and unmute themselves.
      The services that allow the host of the call to mute and unmute callers are typically either call centers with high termination fees (meaning magicJack or Google Voice callers cannot connect), or they are a paid service.
      Sorry not to be more helpful!

    1. Author

      I can’t do you any good Connie 🙁
      I’m just a guy that helps others with their magicJack questions when I’m able. Since I don’t work at magicJack, I can’t cancel anyone’s account. Perhaps connecting with magicJack support will help?

  9. how do I setup voice mail and call retriveing on my magicjack?

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