3 weeks and still haven't had full service

dogdaysrc
Novice

It's been 3 weeks since I signed up and I've only had a few days of partial service.

 

I signed up on 2/25 for the plan bringing my unlocked iPhone XS Max and they stated it would take 24 - 48 hours for the number to port over from the previous carrier. I was set up with an eSIM instead of a physical SIM card. After the 48 hours expired I contacted support and they said they didn't see any issues and I should contact the previous carrier. I contacted the previous carrier that stated that Visible sent them the wrong information and they should have known almost immediately.

 

This insane cycle went on for about 2 weeks until I threatened to file claims with the FCC. After wasting over 20+ hours of my time to do something as simple as porting a number over they offered me a $15 credit. I just wanted to put it all behind me so I accepted and went about my day.

A few days later I get an email from my insurance adjustor that asked why I hadn't responded to the voicemail he left. I went to check my visual voicemail and the screen was blank but had a button in the middle "Call Voicemail". 
I clicked the button and it asked for a voice mailbox number. I tried entering my phone number and it stated that number doesn't exist.
I contacted Visible support again explaining the situation and they said I had to redownload the eSIM to get Voicemail to work. I went through the process and when it came time to download it all I got was an error stating "There's been an issue. It looks like we can't install your SIM card right now." So now not only do I not have Visual Voicemail I no longer have cellular service once again.
I contacted customer service again who could not figure it out and said they'd escalate it and they'd get back to me within 4 hours with a resolution. 
After the 4 hours was up I received an email saying that they were going to start looking into it and it could take 24 - 48 hours for them to come up with the resolution. Finally I got an email to attempt to download the eSIM again. I did it the following morning and got the same error.

I contacted support again who had me clear out the cellular plans and try again. It looks like it was going to work however it wouldn't activate on their service. 
So once again I had to contact support who had to remove all cellular plans again and reset my network settings on the iPhone. This time it finally downloaded and setup the eSim and activated and I once again had service.
I noticed I still did not have visual voicemail so contacting support once again. They said they can see the error when the eSim had installed and all I had to do was clear out my cellular plans again and reinstall the eSim. 
Once again I got the error "There's been an issue. It looks like we can't install your SIM card right now." and the support person said they'd need to work on it with their colleague and they'll get back to me in 4 hours. 
When I asked if there was a form I can fill out to file a complain with Visible he closed the chat.

At this point I don't even know what to do with this service. 

4 REPLIES 4

Airwolf
Superuser Founder
Superuser Founder

I wish I had something to help you, unfortunately I do not.  I have heard (co-workers) having issues with their voicemail and not knowing the passcode or getting it set up.  I suggested they try a couple numbers which did land up working.

 

Instead of hitting the 'call voicemail' button, have you just tried calling yourself from the phone?

If a post has solved your problem, please mark it as an acceptable solution, it helps others that may have experienced a similar issue get a quick resolution.

It asks me to enter my mailbox number. 

Its the same message if someone else calls me and it goes to voicemail.

Airwolf
Superuser Founder
Superuser Founder

Well there goes that idea, I would keep trying customer support, seems like your account does not have voicemail enabled for whatever reason.

If a post has solved your problem, please mark it as an acceptable solution, it helps others that may have experienced a similar issue get a quick resolution.

JB
Novice

I have a similar issue.  It has been 2.5 weeks and I am still being told that an order specialist is looking into my problem.  I have received no emails.  i have been charged for a month billing.  I am also being charged by Verizon as I cannot leave yet.  My husband and son had no issues transferring.  Cannot escalate not talk directly with someone to find out if i need to do something to help.  No end in sight.  Anyone have any ideas on how to resolve this?