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Visible acknowledges customer service problems
Anonymous
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โ09-21-2022 11:57 AM - edited โ09-21-2022 12:04 PM
https://www.fiercewireless.com/tech/visible-acknowledges-customer-service-problems
Finally, the first step in fixing something is acknowledging it's a problem. May we all see better days ahead.
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8 REPLIES 8
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โ09-21-2022 01:18 PM
Good read, but saying customer care is available 24/7 is a bit misleading ๐. I havenโt been able to actually get a person since Thursday. ๐
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โ09-21-2022 06:17 PM
Best advice that I found on here and that worked for me was using an actual computer and starting the chat. To prevent timing out, just keep clicking your name and account in the drop down menu. It took about an hour to get through. I feel like phone based app doesnโt work at all. Also, AM hours if you could, first time I got through was 7AM Monday, second was 9AM today. GOOD LUCK!! Itโs actually insane how limited the access to customer service is. โ๏ธ
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โ09-21-2022 08:48 PM
Laptop, iPad, iPhoneโno luck on any of them. Iโm close to just going somewhere else. Theyโve told me that the only way to change plans is โthrough the appโ yet they acknowledge some phones, operating systems arenโt working right. Iโve even got a case number assigned by the rep last week who told me to reference the case number if I need to chat again.
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โ09-23-2022 08:45 PM
Same.
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โ09-22-2022 05:34 AM
It seems thatโs what theyโve been doing, is either escalating with a case number, or giving generic answers. So frustrating. Iโve been through these forums a ton lately and saw a bunch of customers switch over to Mint Mobile with success.
Are you having issues with updating to the New Visible plans? If itโs a service issue, such as no service available even after Plan successfully updated, I know a few tricks that Visible gave me pre-chaos that worked for me. Iโm on an iPhone 10 (XS MAX).
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โ09-22-2022 08:21 AM
I have an iPhone 11 and there is nothing in the app that will let me change plans. For a couple of days I had a button to select a plan, but it errored out โuh oh, we are unable to process your order, contact customer care to resolve.โ Then the button disappeared completely. Some on this forum had an option to change in their overview, but not me.
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โ09-22-2022 09:06 AM
So weird, for me it popped up as โexplore new plansโ on my welcome screen, then I clicked the $30 one, and it guided me until everything transferred.
There was an app update today. Maybe try deleting and reinstalling? But thatโs just a guess. Thereโs been so many glitches. Hopefully, it gets situated for you!
Anonymous
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โ09-24-2022 04:34 AM
