The below provides a quick overview of the user submitted reviews for magicJack.
Use the tabs below to navigate to user reviews and user questions and answers sections.
This section provides an overall summary of our review of the magicJack Plus phone service. Scroll down to read the complete review, including ordering, installation, using the service and returning.
The GoodThe magicJack Plus is very simple to acquire, setup and also has three (3) different ways to utilize the service (computer, home phone, and mobile). The biggest plus is the low cost of service, a fraction of a typical landline cost. This device and service lends itself very well for a cheap second line or for people who are not that reliant on a home phone line (e.g. someone who uses their cell phone for most conversations).
The BadThere is no customer support to call if you have issues but they do have online chat and a knowledgebase. This would be more of a concern for less tech savvy people who like the comfort of knowing that help is just a phone call away. The feature set is minimal compared with other VoIP services available. There are also a few annoying points with the magicJack mobile application.
The Bottom Line
Overall ThoughtsOverlooking the nuances about the magicJack Plus, it is actually quite a neat product. Setting up the device is a little obnoxious but after you survive the deluge of ads, what lies beneath is an acceptable calling solution. Worth considering if you are comfortable with technology and cost is a major driving factor over anything else.
Our Ratings for the magicJack Plus
A lot of easy-to-use VoIP calling solutions have made their way to the market. A variety of solutions have surfaced both as an attempt to meet the needs of the everyday consumer as well as enterprises. These simple devices and applications allow people with an Internet connection the ability to make a voice call without an actual landline. One very low cost solution is the magicJack Plus.
MagicJack first hit the market in 2007. The original version was a small USB device that plugged directly into a Personal Computer (PC) and allowed a standard telephone to be plugged into the device. It utilizes Voice over IP (VoIP) technology, allowing users to make internet-based phone calls. MagicJack Plus was introduced in 2011 to remove the requirement of connecting directly to a PC, instead connecting directly to an available internet port (modem, router etc).
The company behind the MagicJack products is YMAX Communications Corporation, who provide the transfer of the phone calls made with these products. Many people have heard of MagicJack as it is promoted through commercials on television. It is a very low cost option, with a small annual charge, for making unlimited calls in USA and Canada (note that certain fee type codes and some area codes may require prepaid minutes to be purchased though). A 30-day money back guarantee is offered for those who want to try it out with no risk.
We decided to take the magicJack Plus for a test drive to see how it performs, including ordering, setting up, using it, trying customer support and returning the device.
Though you can find the magicJack Plus in many consumer electronics stores, we went ahead and purchased the device through the company's website. We selected the expedited shipping option for an additional $8.95 so the device would arrive between 3 to 5 business days. However, the device arrived 9 days (7 business days) after ordering, causing us to deduct a star.
If you are someone who is easily offended by "up selling" tactics, I would avoid ordering the device online. After you register for your free trial, magicJack bombards you with a deluge of add-ons for your order. Some of the offers do make some sense though if you were planning on keeping the service. However, it still feels like a high pressure sales situation so we knocked a star off for these tactics. The below image shows an example of some of the ads.
The cost for the magicJack Plus device is $49.95 and this includes six (6) months of service free (unlimited calling to the USA and Canada). They also promote a 30 day money back guarantee, excluding shipping fees. Like any phone solution, VoIP or landline, additional fees apply to make international calls. Unless you are calling another magicJack subscriber, you are subject to certain fees for numbers outside of the coverage area (including some national area codes). Fortunately, their rates are fairly low (it differs by country.) These fees can only be circumvented if a person you are calling in another country is also using magicJack. If you're really trying to beat the system, you can also assign a local number to a unit and send it to someone over seas.
Here is an image of the package once it arrived.
There are three (3) main ways that the magicJack Plus device and service can be used, as follows. However, option 1 below is required to configure your service before you can make phone calls.
No matter how you use it, you have the ability to access voicemail. Fortunately, you don't have to fine tune anything (nor do you have the ability) as you simply plug in the device, provide requested information and you're good to go. Next, lets look at the different ways to use it as introduced above.
Installation can be a pain point for some users who are not technology comfortable so we will walk through this. The device utilizes a USB 2.0 connection to interface with a computer. Since Windows commands a majority of operating systems in the market, we installed and tested the device on a computer utilizing the Windows 7 64 bit operating system.
When you plug the magicJack into a USB port on your computer the driver automatically installs. One quick note here is that the device includes two additional USB ports which can be very useful as the device depth means it can cover multiple ports on your computer device. If you have not already registered the device you will need to now. You have to work through a few web forms to setup the device and register a valid phone number. Be prepared: the same offers you encounter when ordering the device come back for a second round of promotional assault. The below image shows the device connected to one of our laptops.
You can request an area code for anywhere in the US or Canada which is a free feature of magicJack Plus. Additionally, it is possible to port an existing number to the service or you can optionally create a vanity number (subject to availability, of course) both for an additional fee of $20 plus $10 a year annually. Note: we typically recommend not porting your existing phone number initially until at least you have used the service and are happy with it. We recommend this for any VoIP service you may be considering. Once you have named your device, selected a valid number and shuffled through all the promo's, you are ready to make calls. The below image shows the phone dialer on the computer screen.
The magicJack application you see above is the softphone you can utilize to initiate phone calls. If you dont have a phone connected to the device then you will need a headset or microphone/speakers combo as mentioned previously. Just like every phone since the rotary phone went to the wayside, you will see a familiar number layout. You use this dialpad to dial the phone number you want to call and click on the "send" button. To end the call you simply click on the "end" button.
You can also connect your existing home phone to the magicJack Plus device in this configuration. Connecting a phone to the device is just as simple as connecting a phone to any other RJ-11 socket in your home or business. If you're using an actual phone, you can also use it's number pad like any other phone, just pick it up and dial the number you want to call. We made a few test calls with this set up and found the sound quality as good as a landline, with no noticeable hum, echo, or static noises in the background.
Depending on how you plan on using the magicJack device, this option works OK but it is somewhat clunky and space consuming, especially when using a laptop. It also requires the computer device to be on and running for the phone service to work. Fortunately, the Plus device includes other ways to use the service as well.
Another way to use the magicJack Plus is by plugging the device directly into an Internet modem or a router Internet port. The device includes an adaptor for the USB connector to plug into a 120V mains socket to power the Plus device (similar to a smartphone power adaptor). Your analog phone will plug into the RJ-11 port just like when using the device with a computer. Then you will use the phone in the same way as if it were a landline. The below images shows the magicJack Plus device connected to a mains outlet and then a cable connected to a router and a cable connected to the phone (3 connections in total).
The device will protrude if connecting directly to a mains outlet, so it is best to avoid plugging it into a socket in a high traffic area. Alternatively, the device does include a USB-power extension cable. This setup is likely the most commonly used. However, when performing an initial setup it is probably simpler to start with the device connected directly to your computer and then move to this setup once complete.
We recommend setting up 911 service as soon as you can, which must be configured through a separate verification process, especially if this will be your main home number.
This magicJack application is one more way you can utilize this service. For someone with limited minutes on a carrier plan, this is the perfect way to add virtually unlimited minutes to your cell calling plan. It works over both Wi-Fi and 3G or higher mobile data networks. The image below gives you an idea of what the app looks like on a smartphone.
Though the magicJack application is a great a value add-on, we did notice a couple of minor issues we should mention. The first one was that when going to download the app the icon presented is a green square with the words "Talk Free" in white. This App icon looks nothing like the rest of their branding and we almost didn't download the App as we were not sure it was truly for magicJack.
The second issue we encountered with the application has to do with the contact integration. For Android, after selecting a contact in the magicJack application, you are taken to the actual phone's contact database. If you attempt to make a call from here, you will simply utilize your actual phone and not the magicJack application (so using your phone minutes rather than free calling). Many VoIP App's, for example Skype, integrate further into the Android OS such that they appear in a prompt that allows you to select your phone, Skype or another application to call the number you select - magicJack does not.
Though the magicJack app has some flaws, it is a nice add-on feature and does work for making phone calls. The sound quality was no worse than a typical phone call made from your cell phone. The 4G network in the area where we tested the phone App is very good so that would have helped.
As a VoIP product and service, the magicJack Plus is considerably light on features. The included call features are voicemail, caller ID, call forwarding and call waiting. They do also boast free 411 calling. However, these are basic features when compared to many other VoIP services available today (some with 40+ features). As mentioned previously they do allow number porting, but at an additional fee to switch ($20) and then annually to maintain ($10). A fee for porting your existing number is common though (due to "paperwork" involved).
The customer service options are detailed in the tabbed section above titled "Customer Support". This is a very low cost service so it's not surprising that there is NO phone support. They do have a knowledgebase on their website which includes some "how-to" videos and frequently asked questions, as well as a live chat option.
We reached out to magicJack's tech support with a hypothetical issue that we considered uncommon to test out the persons knowledge. Here is the live chat:
This is the meat of the conversation - the rest of the unseen messages primarily consist of profuse appreciative statements from the live chat person. We were also presented with a link to claim a 5 year contract extension for a grand total of about $70. In a nutshell, the live chat person was able to provide an answer even though it was a somewhat obscure request. This is just an example and of course does not cover all scenarios so is not necessarily a true representation of their support as a whole.
The only remaining item to test was returning the device. This can be an important step for those who decide it is not for them during the trial period. Returning the product was straight forward and simple we are glad to say. It consisted of entering in a little information, confirming that indeed we wanted to cancel and then getting an RMA authorization to include in the return shipment.
Overall, we had a positive experience with the magicJack Plus device and phone service. The sound quality was acceptable during our testing, although it must be noted we have a high quality Internet connection. The main strength and attraction is quite clearly the low cost. If cost is your only priority then this service is worth considering. The weaknesses include no customer service phone line and the reduced feature set compared with typical VoIP services in the market today. There are also some quirks with the mobile App, although it is a nice feature to have and does work.
Based on it's low cost we would certainly recommend this device to anyone who was looking for a second phone line that was not for critical use. If you are considering this option for your main home phone line then we recommend you consider what is important to you most (cost, customer service, features etc) and to also look through the user submitted reviews before making your decision.
Author: Mike Bragg
From the over 70 user submitted reviews below since 2008 you can see a mixed reaction of experiences. One of the biggest complaints is related to customer service, which is only available through live chat on the website (click on the customer service tab for more information). However, for the very low annual fee its hard to see how CS could be extended without adding more cost to the end user. Overall, the user's average rating is "OK". Please browse through the reviews below or add your own based on your experience.
...Overall, the service is at a good price. Customer service is at the bottom of any telecom service I have used so far...
...Very happy with it for the price, but if you don't have the patience or minimum knowledge to connect it reliably, I would recommend something easier with better customer service....
magicJack reviews are listed in chronological order.
#74 : FEB 2nd, 2015 : Rich
I have had an account for two years and recently we moved. During the move the account expired and instead of allowing us to restore the account they are saying I have to buy a whole new device. Very disappointed they don't have the technology to restore an account.
#73 : JAN 22nd, 2015 : Sammy
They charged my credit card twice. I could not get in touch with Customer Service so went to the credit card company and said it was a double billing. So now that I want to renew they want me to pay them the "back charge" of $26 saying this is what they got charged. I don't think so!
#72 : JAN 12th, 2015 : Isneh
On 1/12/2015 my Magicjack term expired so I renewed for five years and paid $129.36, including taxes/fees. However, I could not dial out. I called customer service and the operator told me that you have to have a computer to activate this service. I told him that I only have an iPad. He said he could not activate this phone. But as advertised, it says you do not have to have a computer to have this service. I am very upset with their service. It is very frustrating to keep this service. I have no alternative but to cancel this service. I do not recommend anyone with an iPad to get Magicjack Plus phone service for home.
#71 : DEC 28th, 2014 : Mari
This service is budget friendly. My third year using it. I check messages from other phones and from email. Very reliable, I use this daily for personal and business calls and doctor appointments.
#70 : DEC 26th, 2014 : Rita
I have had 2 MagicJack numbers. For the first 2+ years, it worked fine and I recommended it to many friends. Then I purchased MagicJack Plus, and it was fairly reliable until the last month. Now I can neither receive calls nor call out. Service is basically NON-EXISTENT. They force you to go to on-line chat and you could be on the line up to an hour. If they don't know how to resolve it they just drop the call. I regret recommending it in the past. After getting no resolution to problems, I started reading the reviews and several of them state that the inventor has passed away and it has been taken over by someone else. There is a common theme among the reviews, and the worst are very recent. It USED to be a good product.
#69 : NOV 24th, 2014 : Mr.CFO
All customer service wants to do is up-sell their 5 year plan - even before they listen to your complaint or problem, and even before they port your number. When they ported a number I didn't own, they still wanted to sell me their 5 year plan.
#68 : OCT 23rd, 2014 : Wayne
They say you can call anywhere in the U.S. for free but that is not true. They charge for calls to Alaska and Hawaii, and probably also to remote areas within the 48 contiguous states. Watch out for "administrative fees" and sneaky ways that they add charges on so that any credit you have on the account disappears quickly. And their "customer service" is not helpful at all.
#67 : OCT 22nd, 2014 : George
For price service is okay. Associates who help with Chat lines are minimally experienced. They ususally handle simple items. If it gets more complex the customer is lost and rarely does the task get completed. At one point is was renewing a second phone line and they charged my credit card 2x. I disputed the charge and they then charged me $26 and change for disputing the charge. It was their stupidity that started the problem. So, I cancelled the second line. After several months my business line stopped working. I was told the device broke and they would send me a new device free along with shipping and handling charges. I agreed, but was finally told I still owed them $26 for disputing the extra charge they had made. I refused to pay and am now looking for a new service.
#66 : OCT 6th, 2014 : Richard
Cheap Price does not make up for bad customer service! They hung up on me and then they blocked my number! Can I say more!
#65 : SEP 11th, 2014 : Bob
I have had this service on 3 lines since it first became available. On the 2 occasions where there was equipment failure the units were replaced absolutely free of charge. And no one beats the monthly rate. Its also nice to have my home phone number with me when I am mobile.
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Disclaimer: The opinions, views and ratings expressed in these VoIP Reviews are those solely of the reviewer who submitted the review. Whichvoip.com does not necessarily agree with any of the expressed opinions, view or ratings.
MagicJack phone service has received some mixed feedback regarding customer service, from users who have submitted feedback to WhichVoIP. The table below summarizes the existing options for MagicJack users to get either self help from the MagicJack website, or support from the customer service department.
Please contact us if there is any information in the table below that you believe should be updated.
|Customer Service Feature||Availability||Details|
|Live Chat||Mon-Sat (9am-11pm EST)
Sun (10am-7pm EST)
via Magic Jack site
|24x7 Phone Support||Not Available on Website
|Talk to a real person||Not Available|
|USA based phone support||No details available|
|Online form / Email Support||No details available
|Self Help Articles / Tutorials||Magic Jack Articles|
|Self Help Videos||Magic jack Videos|
|Support Forums||Not Available|
|Twitter/Facebook Support||Magic Jack Facebook Page|
|Contact number for Cancelation||Returns Possible within 30days
via Magic Jack returns page
|Request a call back||Not Available|
|Money back guarantee||No but there is a 30 day Free Trial|
#71 : Posted by George A on January 20th, 2015:
I have had magic Jack for years, And want to renew my service for 2015, however, I have been having some major problems with this service. About 30% to 40% of the time when there is an incoming phone call, they can hear us, but we cannot hear them. Please let me know how this can be fixed before I sign up again?
-> Response: George, take a look at our troubleshooting guide for some ideas.
If it wasn't an intermittent issue (i.e. 100% problem) I would suggest your firewall is not letting the right ports through.
Often this kind of issue is with your Internet connection, so it may be worth running our VoIP test.
Have you tried using the MagicJack app on a smartphone? Interested to know if it works in WiFi mode and in cell mode.
#70 : Posted by John Marsh on January 18th, 2015:
We are experiencing static on our magic jack phone. The level of static will not allow us to talk to the other party. What can we do or who should we contact? Thanks, JM
-> Response: This could be a more general issue with your setup.
I would recommend reading our troubleshooting guide. It has some ideas in there that you may not have considered.
Regarding contacting them, see the customer support tab for contact details for MagicJack.
#69 : Posted by I.h. Woods on October 30th, 2014:
I have been a Magic Jack user for some time, and have paid Magic Jack accordingly, yet Bell Canada charges me for calls to the U.S. Is there a correct plan to get to avoid this?
-> Response: Have you called Bell to ask why they are doing this? MagicJack (MJ) runs independently of Bell. Are you using Bell for Internet service? MJ runs VoIP which means calls are sent across the Internet but if you use Bell for Internet it should just be a flat fee each month for their service and they should not be charging you for calls.
Unless you are actually using Bell for phone service without realizing it i.e. MJ is service not being used for calls. Unlikely but worth double checking your setup. Is your phone plugged into the MJ adapter?
-> UPDATE: MagicJack iPhone app was being used for calls but also calls being made from landline - which was Bell. Need MagicJack+ adapter to make calls using a regular phone at home.
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