Hooking up a Legacy customer with a fair deal.

[Bcarter22]

Hello.

  I've been a Visible customer for over 3 yrs now. I upgraded to the Visible+ tier approximately 2 yrs ago.

  Last Thursday night i had my phone disappear/be stolen. I knew it was gone forever, so i purchased a refurbished Samsung Galaxy S22 Plus 5G phone right away, and it arrived last night.    
  A) I already have a Visible+ account, so i just need to change the device on that account. I've looked everywhere, and I can't find even one (1) mention of how existing customers connect a new replacement phone. There must be a lot of people who have a phone lost, stolen, or damaged; who want to supply their own replacement. The web site show's no opportunity to do that, and it feels like a deliberate inconvenience.    
  B) As a Legacy customer, having been offered 'Legacy deals', i was disappointed to learn that a new customer joining on the Visible+ level today (10/8/2025) receives 1080p HD video with a '5G Ultra Wideband' signal; while i still receive 720p max - a Legacy special deal - for the same price.   
  I have already canceled Visible eff. 10/19. I'll be back if I learn how I can connect my phone, and if, when i upgrade to the Visible+ Pro 4K $45 tier, i will receive the same service a new customer receives.
 It's an uncomfortable relationship, for a company to provide fewer benefits to their more loyal customers, yes?
  Any thoughts? Thank you all for your feedback. 
/Brian

[VisiblyPresent]

You should have been able to transfer service to your "new" phone by switching to an eSIM on the S22.

See https://www.visible.com/unbox/existing-member/esim for instructions. Alternately you can order a replacement SIM if wanting a physical SIM.

Not sure whether you can cancel the cancellation at this point (may need to contact customer care). You may need to become a "new" customer by activating service with a new email address at this point. In that case simply just signup for the Visible+ Pro plan - pay for 6 months in advance now and you can save some $$$ as a "new" customer - https://www.visible.com/deals

If you can cancel the cancel, you should be able to switch from Visible+ Legacy to either the new Visible+ or Visible+ Pro right from the app or web site:

https://www.visible.com/account/monthly-service

Regardless, contact customer care and they can help. FWIW, Visible can't unilaterally change your plan (they're new plans) - you have to initiate the change - some folks held on to the legacy plans for a number of reasons.

[Bcarter22]

Thanks Ace.

Am I correct that ...

- Switching an eSim to new phone doesn't resolve the Legacy issue, without my contacting Customer service also (which is a frustrating chat bot & not a sure thing).

- Most convenient, if i'm allowed, is to sign up for a new account with a new email address. 

Please let me know where I'm wrong.

//

[VisiblyPresent]

If you can stop the cancel, you can switch to eSIM via the app and then you can switch plans via the app.

While signing up with a new email address may be convenient, you wouldn't be able to keep your existing phone number.