Visible

The future of phone service.

1.1•29 reviews•

21 followers

The future of phone service.

1.1•29 reviews•

21 followers

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Visible is the future of phone service with no stores, no annual contracts, and no foot-long bills.

Visible Reviews

The community submitted 29 reviews to tell us what they like about Visible, what Visible can do better, and more.

1.1

Based on 29 reviews

Review Visible?

Reviewers are overwhelmingly negative about Visible, describing unreliable service, weak or inconsistent data, dropped calls, and coverage that often falls short of expectations, especially compared with Verizon in the same places. The most repeated complaint is support: users say chat-only customer service is slow, scripted, hard to escalate, and often fails to solve activation, porting, billing, refund, eSIM, SIM, and device-lock issues. A few users report solid 5G coverage and no problems, but they are clear outliers in the feedback provided.

+26

Summarized with AI

Pros

low cost (5)

5G access (2)

Cons

poor customer service (23)

unreliable connection (15)

long wait times for support (10)

network coverage issues (10)

chat-only support (9)

difficult cancellation process (7)

misleading advertising (6)

billing issues (5)

difficult number porting (5)

locked phones (5)

Pros

Cons

Reviews

Most Informative

Founder Reviews

Other Reviews (29)

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•1 review

Be AWARE of Visible's 15-days for free. It's not true. First, they bill immediately. They provide instructions for cancelling which are invalid. Their chatbot goes into an infinite loop on "I can help you cancel" but it does nothing. They provide no customer service phone number. After fighting the chatbot for 30 minutes, I finally got an email. The email stated that a case was opened. (What? Just close the account. It should take minutes.) I tried to reply to the email, and it failed. It seems Visible is trying to make it difficult for customers to get the 15-day free trial. I reported Visible to a few reporting agencies. Making it hard to get your 15-days free is intentional on their part. Within a few hours, some agencies shared with me that I am far from the first with this issue with them. Be advised, they are making it hard for anyone to get free 15-days.

What needs improvement

poor customer service (23)difficult cancellation process (7)billing issues (5)chat-only support (9)misleading advertising (6)

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2yr ago

•1 review

You get much less than you pay for. I switched to Verizon to Visible because of the lower cost - very bad decision. After three hours of frustration I will move to a different company. Same phone and same location where Verison did work well, Visible does not get a signal. I followed trouble-shooting instructions-badly written, not consistent, and none worked. Chat AI? It is a joke, it send me into a loop. The promise to bring in a live agent if the AI failed? A lie. No way to contact them. I will have to switch to a different company or back to Verizon and meanwhile no cell phone.

What's great

low cost (5)

What needs improvement

poor customer service (23)chat-only support (9)unreliable connection (15)network coverage issues (10)misleading advertising (6)

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2yr ago

•1 review

I purchased the plan yesterday. I could not use my email for the 15 day trial, so I had to purchase it. I had problems every since I started using the service. I mean, who am I joking, what service? They promise an excellent network, and being a driver who relies on network all the time, what a great surprise to see that you are lost and have no signal to get anywhere? NO SIGNAL AT ALL IN DIFFERENT PLACES IN THE SURROUNDINGS. I was stuck in traffic for about 40 minutes with no signal at all! I had to chat with a person today, lost a lot of time that I didn’t have to learn that if I ported out, I would lose the money I paid for a service that I was lied to, saying that it had great coverage. If I cancel before porting, I would lose my number. Either way, in the end, I’d lose my number. What a hassle to get a new number because the company is only interested in our money, and they lie to achieve that. Why isn’t there a negative feedback on the website? There should be, because it is 4.4. It was suggested that I kept the service until the end of the month. Once again I asked what service? Thank you so much, Visible, for offering something you don’t have and then just take money from people. This review is also going to be posted on Google, so people really know what visible is all about: lying and stealing! Good job!

What needs improvement

poor customer service (23)difficult cancellation process (7)signal issues (2)difficult number porting (5)unreliable connection (15)network coverage issues (10)misleading advertising (6)

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2yr ago

•1 review

I switched from verizon to visible. Visible has been by far the worst cell phone service provider I have ever had. The service constantly just drops or turns off. I am constantly having to turn service on and of or switch from airplane mode to service. It constantly drops service and my imessage do not send. Any messages that try to send as a text message on imessage, completely disappear when service is back up and in order. I do not think customer service is an actual human over an automated computer. Customer service has limited topics to even be able to choose from if you need help. Visible is NOT worth the added stress and irritability that you will experience from switching to them because you are trying to save money or think they might provide better service coverage. Visible is not reliable.

What needs improvement

poor customer service (23)unreliable connection (15)network coverage issues (10)

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2yr ago

•1 review

If I could leave a 0 star I would. I started with visible last month in hopes to reduce my phone bill and have better coverage. Low and behold, my coverage at my place of employment is limited to talk and text. ZERO data coverage. I can't even check an email. I contact visible with hopes of getting this resolved. I contacted them within my refund date, but the assured me that they would be able to fix my coverage issues and told me they would escalate the issue to the next level. Well, I am now out of my refund date and I am 32 days short of having the phone unlocked so I can use the phone with a different provider. They refuse to refund me for the phone and refuse to provide any sort of customer service even though I gave them the benefit of the doubt for MULTIPLE WEEKS. Well done, Visible. AVOID THIS COMPANY!!!!!!!!!!!!! AVOID AVOID AVOID!!!!!!!!!!!

What needs improvement

poor customer service (23)network coverage issues (10)locked phones (5)

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3yr ago

•1 review

It's been a really rough experience. Yes, the rates are nice and low - and you get hotspot without all the extra fees, or requirements about having to purchase data packages. However, it's just been struggle from day one. The most recent issue is their upgrade. They sent me a new sim card, which I didn't get. So after 2.5 hours in chat with various reps, they finally tell me they can send me a new card but they will SUSPEND MY SERVICE UNTIL I GET THE CARD!!!! What???? I just never heard of such a thing!! Not to mention I didn't get the first card, so who can even guarantee that I'll get this card? What if I end up going weeks without service? This is my only phone. Also, several years ago when I signed up, I got my phone late. Visible reported my lost/stolen. I wasn't able to complete the upgrade on my own because of this! This was years ago and I was assured that my phone is in the clear. This issue also took 2.5 hours in chat and two days. Now here it is. I've spent all morning and the issue isn't resolved. They never removed my name from the list. So the lady/man has escalated a ticket and WIL NOT GIVE ME AN ETA!!! I have no idea if I will EVER hear from VISIBLE AGAIN! Oh god, it's just bad. The last thing I want to do is switch services, so this makes me even more angry.

What's great

low cost (5)unlimited hotspot (1)

What needs improvement

poor customer service (23)long wait times for support (10)

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3yr ago

•1 review

I used visible for 2 years, would give zero starts if I could. I was having poor service (missing calls and sending/receiving texts late) and the most likely cause was network issues. Not the end of the world. I switched to their new network but when I went to activate the sim they sent me, it didn't work. I spent hours trying to resolve this. Spent hours working through their terrible customer support. Had the issue elevated two or three times (still failed to resolve), and still was unable to resolve. Decided to switch providers after troubleshooting with the latest customer service agent for two hours and he refused to elevate my issue until we took additional troubleshooting steps. It was a Thursday evening. I had already spent 4 hours with other agents over the week, was trying my second sim card, and he refused to elevate my issue. How frustrating. I immediately switched to mint mobile. When I put my sim card in, my phone immediately started working. I felt stupid I spend so many hours of my life trying to make Visible work, when they were hardly willing to help me. Your time is valuable, don't waste it on this crap company. Will never use or recommend Visible. Won't use Verizon either, I am infuriated that they would back/support/create such a trash company.

What needs improvement

poor customer service (23)long wait times for support (10)unreliable connection (15)network coverage issues (10)

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3yr ago

•1 review

Worst customer experience EVER! They have no phone number for support, their emails can't be responded to, the chat is often down, they claim they will respond to DM on Twitter and Facebook but don't for DAYS. 52 hours of support (and still on support as we speak) 7-1/2 hours of continuous "support" today and still can't get SMS / group chat / short code authorization from them. Also unable to get Apple Cellular watch connected after 10 days and 52 hours of support torture. Won't refund my money for the phone, but can't provide service. Holding me hostage. The savings aren't worth it. BEWARE! Especially if you buy a phone. They lock the SIM for 60 days even if they are unable to provide service. See my log of issues on Facebook (comment on their post 1/28/23 to 2/6/23 under Louise Helland) and Twitter - @Visible. Case 04696244, Case 04701459, Case 04721196 #visiblesucks

What needs improvement

poor customer service (23)chat-only support (9)long wait times for support (10)locked phones (5)

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3yr ago

•1 review

They locked my phone. Suddenly could not get calls or texts. They said only Verizon (my previous carrier) and then Apple (it’s an I phone) could fix it. Both Verizon and Apple said only Visible could unlock it as it’s their SIM card and network connected to the phone. I spent 7 hours on this issue today and as of now have no cell service (both voice and text). This is my only phone service so I can only communicate via e mail on my internet until this is resolved. It’s cheaper but my time is valuable to me. I will go back to Verizon as soon as this gets resolved. Apple may have to replace the device! Do NOT sign up for Visible!

What's great

low cost (5)

What needs improvement

poor customer service (23)unreliable connection (15)locked phones (5)

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3yr ago

•1 review

Absolutely awful experience. Attempted to purchase multiple accounts had to create an email for each account which should not have been an issue, but you can not have multiple tabs opened on their website with different addresses at the same time it did not take me long working with a chat to realize this wasn’t the service for me so I cancelled the order. Live chat person verified that the order was cancelled. 24 hours later I am unable to receive text messages from anyone with a Verizon phone, I am also notified visible sent my cancelled order. While I am trying to port my 3 new phones that I was able to purchase online through my business internet provider in less time than I waited for a live chat person on visible I find out that visible has now highjacked my number that I have had for 23 years because they shipped me a phone that I requested be cancelled and was told that they definitely cancelled but then had to refuse the shipment and now told that it could be a week before they can scan the shipped phone back into their inventory that they know was refused because fedex verified that I never received it. So until then I am unable to receive text messages from anyone with a Verizon phone and I am unable to port my number to the new phone I purchased with a new provider so I have to either loose that number or wait a week. I am a business owner who is currently unable to receive text messages or phone calls because my current phone is malfunctioning and my new phone is unable to be hooked up. If I could rate the 0 stars I would.

What needs improvement

poor customer service (23)difficult cancellation process (7)long wait times for support (10)difficult number porting (5)

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3yr ago