I was having difficulty using Magic Jack via my computer. After about 20 minutes, someone from the chat room began asking me to identify myself. I gave them all the information and was told I don't exist - that I needed to update my information. I did so and copied it to the rep. She still can't find me, can't transfer me, can't tell me who has my number. Finally I hang up and contact my computer guy. After one hour of fruitless online chatting, I got a three word fix: restart your computer. It worked. I just want to know why some companies make it so difficult to get help.