iPhone 13 Pro suddenly cannot make/receive calls

[lin]

Hi Visible Community,

I have been using Visible with my unlocked iPhone 13 Pro for a long time without any issue.
Starting yesterday (9/30/2025), my phone suddenly lost the ability to make or receive calls.
 I contacted customer support, and after a reset my service briefly worked, but then the issue came back.
Later, the agent told me that my device is “not compatible.” This is confusing, since the iPhone 13 Pro is fully supported on Verizon/Visible networks.
 I tested my SIM card in another compatible iPhone and had the same issue.
Support is now suggesting I replace my phone, which doesn’t make sense.

It seems like this is more of an account/SIM provisioning issue rather than a device compatibility problem.

Has anyone else experienced this recently?
What should be the next step to get my line properly re-provisioned or reactivated?

Thanks for any help!

[op_jw_test]

iPhone 13 has been having trouble with pSIM since iOS18. If your eSIM is available, did they offer to send you an eSIM to replace the pSIM? That solved the problem for me. I would also make sure that your software is up to date as there have been many updates in the past 2 months.