Two days ago, I wanted to switch to a different Visible plan, but the payment wouldn't go through for some reason, so I had a support agent escalate to a different department. They switched the plan and charged my credit card accordingly for the upcoming month.

Then yesterday I kept getting emails from Visible saying I needed to pay for the new plan I just switched to. They already charged my card earlier (I checked my bank transactions), so I ignored the emails. Then at midnight, I got an email saying my account was suspended because I missed a payment. What?? I even had autopay enabled.

Obviously it’s outside their business hours, so I can’t talk to an agent. I tried their chat, but no agent was available. I have important incoming calls in the morning. Now I need to figure something out for those calls.

Visible clearly needs to improve their system and fix these bugs. How can they let this happen?

This experience makes me want to leave Visible. I'm so frustrated.

Update: I tried their chat again after someone commented that chat support was available 24/7. The agent I talked to couldn't fix it on his end and ended up submitting an escalation. He verified that it was a system error that failed to activate my account under the new plan, causing my status to lapse. A few hours later, the escalation team successfully reactivated my account.

I'll leave this post up in case anyone goes through a similar issue. If you get emails from Visible saying your payment was missed, even if you already paid, do not ignore those emails. Reach out to support ASAP. Those emails are sent automatically by the system, and it means Visible system didn't recognize that your payment had already been made.

For context, I’ve been with visible for over 2 years now, I initially lived in Chicago and have found the service to be great, for such a low price.
Since I moved to San Francisco, its not been the same. I very frequently (more than once a week) find myself within San Francisco in areas where I literally have NOTHING, not just bad, literally just SOS. Its come to a point where it is no longer just inconvenient but truly a big issue. Has anyone had this issue? I’m trying to figure out if it’s my phone, or if visible is truly terrible here… Note that I have 2 sims, and only Visible is having those issues so maybe I already have my answer.

I’ve been abroad for a couple of days and haven’t used all of my global passes yet but my Visible service is shut down.

I have tried all troubleshooting steps but their support has me waiting for over an hour via the chat app.

What kind of service is this? They continue to drop the ball.

I signed up to Visible a month ago and got a cell phone number. Before the end of the month subscription, I renewed.

Now when I try and register, I have two options and the only relevant option is to use a cell phone number that is mine (the original cell phone number Visible gave me). But it throws an error, asks me to deal with AI chat and doesn’t recognise that is my number.

What good is a service where I have to change numbers every month? I’m not signing up annually if this is how it’s going to be. Can somebody from support advise me how to get that number back ASAP.

I arrived in London today and cannot get connected. I followed the Visible instructions for Global Pass activation a few days prior to leaving USA. When connected to hotel WiFi in UK, I recd text notification and in Visible app on phone that global pass was activated. Visible chat is useless and can’t get live agent. Any advice from this group please? Thx

I might have to switch to VZW if the iphone fold is as expensive as I think it’ll be.

Initially set up app account with wrong IMEI number. Chatted with two customer service reps. Neither was able to fix the number. Their conclusion was that due to security issues they can’t change the number and they can’t delete the account so I could re enter the correct number. And yes they escalated the issue to next level.

actually, once you complete the setup, the app will use the free IMEI slot on your duel IMEI phone. Problem solved on my own after a bit of aggravation and concern I’d loose my existing phone service.

now for the real bad news, first thing I’m doing is to update the software on my laptop. For the past 2 hours I’ve averaged only 0.4 mbps. I wish they offered pro+ plan free trail !

FYI: I occasionally get two bars on visible and simultaneously only get one bar on Verizon. And yes, sometimes it is the other way around. Interesting!

It’s only been a few hours, and haven’t received any spam calls or texts. Will update with long term results.

edit: I don't have global pass, I have visible+. I heard people are getting service back but in Canada and I still don't. Currently talking to customer service and all their suggestions haven't worked yet. Wondering how long this will be an issue..

I ordered visible physical sim card on 13th July. Waited forever and on Friday reached out to the support enquiring about the status. Got to know that they cancelled my order as they couldnt verify some details. I dont know what details.

They instructed me to go get a physical sim from best buy and that it will get activated immediately. I said yes and did the same on 18th. But it did not work. So I reached out again to live chat. Was told that they need to verify my account and asked me to wait for 72 hours. I had already paid the money at best buy, I didnt understand what extra detail they wanted. And after a long chat, he told me that my account is flagged for multiple attempts to activate. First of all, i tried once and it did not work and I reached out to the support. So technically I had not tried multiple times!

And after 72 hours, I reach out to them, I was told to wait for one more day and that he will call me. I am new to the US, and dont have a number, how can I give him a number where he can reach out to me. I tried giving my friends number, but he works in a different place. I dont know what to do. I am fed up.

Its very tough without a phone number for such a long time. Can someone guide me, can I ask for a refund. I dont think best buy gives me a refund. How can I get it from visible?

I decided I ll just order from some other carrier!

Update to add:
Downdetector indicates there's widespread issues with voice or service overall with Visible, so it's likely that I'm experiencing the same.

The other issues stand, so I'm looking for alternatives.

OP:

Now I feel really stupid...

Today at 1330 MT Visible shut off my cell service.
- I'm all paid up until 31JUL
- I've made two calls out and received six calls in today.
- Service has been working fine where I am right now for the last several months (Data has been slow on my device, but calls had been working fine)

I've been in the chat with Visible asking them to resolve the other 7 open issues, so this seems retaliatory to me.

Feeling extra stupid since my internet is tied to this account, and Visible doesn't allow them to be separate, so to switch my carrier for my cell phone, I have to get a different internet provider, too.

ETA:
The agent I was just chatting with won't answer ANY of my questions, but keeps demanding my address 'to check for service eligibility', saying my service is tied to an address. This seems to indicate they're saying I can only use my cell phone at one location, which sounds absurd...

2 days ago I opened a visible account with a new number

Yesterday I tried to port in my old number from Verizon business. I hit my 5 attempt limit then chat agent port team hit their limit - not sure why they have a limit. (the port in pin from verison business accounts apparently don't work, found out from another reddit post)

Today I ported in, or at least I thought, using my account number as the pin as suggested by the aforementioned post. The tracker instantly went to complete and said wait 30 minutes, restart your phone, etc.

Afterwards, I still had both numbers and both services so I went to log back in and I get the oops something went wrong pop up. Spoke to chat and port team switched my visible service to my old number.

I'm still locked out of my account, my SMS code goes to my number I don't have, my Verizon service is still active, and I am 71 in the queue for service...

Has anyone had similar issues? Do I just need to wait it out? Why is a company whos only job is to integrate new customers have such a finicky process at year 8?

I entered the wrong IMEI number into the website when signing up for the free trail and now don’t know how the correct it to the correct number

Hotspot is down again after re-provisioning fixed it yesterday so I am on the app to chat customer service. I am #1 in the queue with a 5 minutes wait. Then it’s 10 minutes wait. Then #3 in queue with 15 minutes wait.

Waited a hour and no one came on so cancel and start another chat. This time it started at 5 minutes, shows 10 minutes after 2 minute, then #3 in queue with 15 minutes wait. Doesn’t feel like the queuing system is working

Anyone using a Temu knockoff phone on Visible? If so which one.

I'm sure the service is good (as it's Verizon) I don't know havent been able to use it, but the customer service is awful

Since beginning service I havent been able to use it properly and every interaction with customer support is basically "that's weird" followed by no solutions

From the other posters, it seems like when it works it works, but it's a crap shoot if it does. 2 full days of back and forth with customer service and I'm just going to eat the $30 and learn my lesson to not be a cheapskate

Basically the title. The chat support agent is "convinced" it's my home wifi or phone lol. I just eventually gave up as the issue is happening on multiple phones, platforms (iOS and Android) and multiple networks (Wi-Fi and cellular). This apparently unfixable situation is very similar to my experience with visible back around 2020 when you had to hack/change obscure settings to get Android phones to work. Just venting cause I planned on jumping ship from T-Mobiles lastest shenanigans 😔.

Whatever you do don’t sign up for a 1 yr term. If you do cancel early you lose all your Money. This company is shady as F.

Since I know visible monitors this will be posting this weekly every where I can until my contract date but up