Customer Service Issues

[DanielB]

Does anybody else have trouble connecting with customer care in the chat bubble? I see a "number in line" but when it hits zero, I get left "on hold" for a long time before it just shuts down and I have to restart the process.

Anybody else have this issue?

[DeanKevin64]

I have had that happen, usually what happens for me though is I get disconnected due to inactivity it says. 

If you on Facebook, X/Twitter or Instagram send them a message on their page and they will send you a link to a chat but there is no waiting in a line. 

[phoneman2021]

 I had this happen once.  if this happens just go back through the process.  It works. 

[RonB1999]

The chat feature uses AI bots to provide instructions for basic questions and issues.  It is very inflexible and requires you to go through the same specific checks even if they are not the cause of the problem.  If you are never getting to the AI bots that’s usually an indication that there is a problem with the AI service at Visible.

I was trying to get a complex issue resolved (could not send photos or attachments from an iPhone to an Android phone) and went through the AI bot process several times.  Finally I quickly stepped through all of the steps and then was able to get a real human to help me out.  For complex issues only a real human can help.  They eventually resolved my issue but it required human intervention and about an hour of time working with a human.

[DeanKevin64]

The quickest way to get a human is to click "something else" once or twice and then type agent when the text box shows up and then select you want to be connected to an agent.

Even faster way to to message them on Facebook, X or Instagram(I think may work also) that will send you a link to a direct chat and no waiting in line or getting disconnected due to inactivity.

[CyberianHusky]

In my experience, I reached a Human or a unbelievably good bot, by using Facebook Messenger. Faster than the chat bubble. Your mileage may vary.