I recently switched my home phone service to Majic Jack. I ordered their newest device called a Magic Jack Go.
With my previous arrangement, I have a separate UPS to power my cable modem, my Cisco 871 router, and my VOIP device. This is so I don't lose phone service in the event of a power outage.
When my Magic Jack Go arrived, I activated it and plugged it into my UPS with my other devices. I connected it to my Cisco Router with an Ethernet cable and I connected it to my phone.
I could not make it work. Finally, I connected to their chat support and asked for help.
After they asked me questions about how I had hooked it up, they told me to unplug it from the UPS and plug it directly into a wall outlet. I did so and it began to work. When I asked them what we needed to do to make it work on the UPS (so I don't lose communications when the power goes off), they told me it could not be made to work on a UPS.
I told them that this was unacceptable and we needed to arrive at an engineering solution. They wouldn't help even when I chatted with the supervisor on duty. I insisted upon talking to a support engineer but I never got to speak to one.
I filed a complaint with the BBB. They responded by telling the BBB about an obscure clause that was in their service agreement and they shipped me a new power supply for the Magic Jack Go (the exact same power supply model that is currently powering my Majic Jack Go). I haven't tried to use it but I didn't really expect it to work.
So if I lose power, I lose communications because of a design flaw in their power supply. If they could find a way to fix this (a third party power supply, for example), I would be OK with that. I tried using a four port USB power supply for it but it didn't work, either.
If anyone has a suggestion as to how I can resolve this issue, I am all ears.
Fred***** Moderator's Note *****
Please tell us what the input voltage is, and if it's "AC" or "DC".
Bill Horne Moderator