Switched Plans and now no internet or MMS

Kent1
Novice III

I have a Note 20 Ultra 5G. Started on Visible @ 2 months ago with a eSIM, was dropping calls and error saying no SIM. Tech suggested going to a SIM card. I paid bill and noticed a new upgrade and reduced price. I went from $40 a month to $30. After that I couldnt do group text or receive MMS and didnt have Internet. Tech said Samsung didnt support eSIM, other tech said my IMEI isnt supported, next one said phone not supported, each trying everything to fix issue. from airplane mode to network reset, etc. One said i need a factory reset on the phone. I ordered a SIM card, it came in and then have same issues. I tried building the 4 APN but they didnt work, idk if i have updated values for the new plan which i think is LTE. Tech said i need a reset, it went on for over 30 min and it dropped chat. got back in que and next tech said i had a eSIM stuck in my order and needed to go to tier 2 tech.  My case went to 2nd tier tech, after 48 hours they said in email yaaaa, you have been Deprovisioned and Reprovisioned, restart phone. Nothing changed....Now im waiting agn for tier 2 tech to do something. Do i need to build my own APN?

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Kent1
Novice III

Was able to add a APN and got internet but NOT MMS .

 

I added a Visible Internet APN using:

Name: Visible Internet

APN: VZWLINTERNET

MMSC: http://mms.vtext.com/servlets/mms

MCC: 311

MNC: 480

APN Type: default,dun,supl

APN Protocol: IPV4V6

Mobile Virtual Network Operator Type: GID

Mobile Virtual Network Operator Value: BAE2000000000000

 

VZWINTERNET

 

This doesn't work 

What doesnt work, please explain. TY

What doesnt work? Please explain.TY

Adding the new apn does not work 

I only had voice calling or ability to make calls. I added the APN above and was able to get internet. 

Did you restart the phone after adding the APN? Also you have to make sure that that the APN is saved and selected. If adding doesn't help try editing the existing APN that should resolve your problem, Also remember to restart the phone 

Check out my post here https://community.visible.com/t5/user/viewprofilepage/user-id/8718 

Other had same issue and it was resolved 

Visible Internet has a blue dot to the left, its checked. I have restarted.  I added CBS but it hasnt changed anything.  What do ineed to add to receive MMS?

Your Data started working?

Yes, Data started working.

I will give it a try in the morning. I have added all three APN before but idk if same values i do know the very last value wouldnt work as i found it somewhere in a forum. It was saying a string of letters and numbers that had a 1, it needed a 2 that automatically appeared after i set the value above to GID. TY, ill try your suggestion in the morn. 

Dang, im tired,  i mean all 4 ! 

The first one has to be selected and the other just has to be on the phone 

This worked for me with some tweaking to the first APNs APN type:

 

APN name: Verizon 2
APN: vzwinternet
MMS port: 80
MMSC: http://mms.vtext.com/servlets/mms
MCC: 311
MNC: 480
Apn protocol: iPv4/iPv6
Apn roaming protocol: iPv4/iPv6
APN type: default,dun,supl

 

Also, every time I created the Verizon IMS APN I lost all connections so I only used the other three.  That said I finally have mms functions for the first time in 9 days so thank you.

 

I was able to get my data and mms working by following the steps in TheCellTower's link below - https://usmobile.trengohelp.com/en/articles/240178-how-to-set-up-your-samsung-device-with-a-super-lt... and editing the APNs as follows:

 

APN 1 (make sure this is selected)

 

Name: Visible

APN: vzwinternet

MMSC: http://mms.vtext.com/servlets/mms

MMS Port: 80

MCC: 311

MNC: 480

APN type: default,dun,supl

APN protocol: IPv4/IPv6

APN roaming protocol: IPv4/IPv6

 

APN 2

 

Name: Verizon CBS

APN: VZWAPP

MMSC: http://mms.vtext.com/servlets/mms

MCC: 311

MNC: 480

APN type: cbs,MMS

APN protocol: IPv4/IPv6

APN roaming protocol: IPv4/IPv6

 

APN 3

 

Name: Verizon FOTA

APN: VZWADMIN

MCC: 311

MNC: 480

APN type: fota

APN protocol: IPv4/IPv6

APN roaming protocol: IPv4/IPv6

 

Every time I created the 4th APN (Verizon IMS) I lost all connections so I am not using it.

 

Remember to save your APNs after creating them, select the Visible APN and restart your device.  This worked for me and I now have mms for the first time in 9 days.

 

I'm happy glad that my post ended up helping you restoring data and MMS, now my question is why don't the reps know that sometimes you have to set the APN, so many people help.

TheCellTower
Intermediate III

Also the APN setting is 'VZWINTERNET' not the one you got before, if calls and text work and data doesn't usually the APN settings has to be adjusted

In my post i misspelled the VSWINTERNET i spelled it correct in the APN. Once i added that APN i was able to get internet. I added CBS APN, it didnt change anything as far as i can tell. I still cant receive a picture via text message. Im not sure about group text. What APN adds MMS.

speedingcheetah
Novice III

Been 3 days since activation of new service, new customer account. NO DATA connection. Has full signal, just no internet connection, times out. Calls texts work.  APN settings are correct. Visible support nothing but case is top priority escalated to specialist, wait 48hrs, then 24more hrs.... useless.

phoneman2021
Superuser
Superuser

It is clear Visible is having issues. Is it happening with brand new accounts as well or just upgrades? This rediculous Visible needs to get its s**** together!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! The customer shouldn't have to wait 48 hours plus that is bulls****

My brand new account has been unable to receive calls since activation a week ago with the exception of about half a day last week.  Data, outgoing calls and texting all seem fine. 

Hi there. I signed up my 2 kids on visible on December 6th after having pretty much a no-hassle experience with my own visible phone service that I started August 2nd- to which I also joined a Party Pay with my non compatible Samsung galaxy s9+ but have had no service issues whatsoever and talk, text, mms,data, hotspot all work just fine! My kids are each on the new plans- 1 of them swapped phones, and like myself- my daughter really likes her non compatible phone but now after activating on December 6th, she has had no mobile data whatsoever and it will not allow her to even attempt to add a new apn to her phone- nor are any apn settings carrying over to her phone. When I put my sim card in her phone which is on the old plan- everything works flawlessly.  Swap the sims and put hers back in- no mobile data but shows signal bars. She can call and text but thats it. And again,  it won't let her add any either!!!! I've been on the chat a minimum of 7 times, the last 2 times were for OVER 2.5HRS- we ordered a new sim card to activate and did that and still same result.  One question in particular i have is- where we live is NOT YET A 5G AREA. So the whole 5g thing is NOT a better new service or whatever,  as far as the area we're at. We just happen to be closest to Verizon towers but its still only 4g here. So why is it that they're getting rid of the old plans- which worked PERFECTLY ON BOTH PHONES using my sim card, and these newer better plans won't work on either of our phones? If its a BETTER plan, shouldn't it work for EVERYONE?? And if they HAD a family plan, my kids would have been added to my plan when I first enrolled and they'd be on that older plan- they're telling me now that they won't add her on an old plan cause it's not for new members- im not a new member and I don't want the new plans, I want them on the same one I'm on. Why won't it even let her edit the APN settings? We've literally done all the troubleshooting you can think of and have had them push updates to her phone.  I'm fixing to just switch providers if we can't use the phones we can afford and wish to use. We can't afford new phones and ours are better in our opinion than the 2 they offer for swap. I'm so sick of dealing with their chat and then doing the same exact steps and having to reexplain myself about 80 times. Just fed up. NO MOBILE DATA SINCE DECEMBER 6th- and yet my sim card works just fine in her phone.  This is bull. Any advice? 

phoneman2021
Superuser
Superuser

this is clearly an issue see this link.  https://www.theverge.com/2022/8/26/23322458/visible-verizon-new-plans-upgrade-troubles-no-data-suppo...  So Visible what are you doing about it?  Are you ignoring it or are you actively working on it?  A statement would be nice an we are aware of and are actively working on it we hope to have it  fixed in x number of days would be nice.  I could do better damage control than you have done.  I would at least admit the issue!!!!!!!!!!!!!!!!!!

Yesterday August 28, 2022 at 11:09pm i received a message via emal from Cata saying the have started working on it again. 

Kent1
Novice III

Just received an email from Visible. Tech says resolved. Nothing has changed. I restarted the phone, it came back up, no internet, same as before. As soon as i delete the APN i created for internet/data i no longer have access, i get errors saying No Connection to Network. I went to airplane mode for a few minutes and restarted again . Still no internet snd i suspect still no MMS but i havnt checked that yet. SO NOTHING AGAIN FROM LEVEL 2 TECHS, SAME AS LAST TIME THEY RESOLVED IT. 

Here is their message :

We have some awesome news for you, your case is now resolved. We did a Deprovision and Reprovision to your SIM, we kindly advise you to restart your device and that's it. Yaaaay!

phoneman2021
Superuser
Superuser

absolutely terrible.  

When i delete my APN it takes away the LTE next to signal meter. 

Is there a proper order of restart if i had the one internet APN in there? If i delete that APN shouldn't it go to default which is the one they send on SIM card?

Kent1
Novice III

On chat now with Visible, asked me to try and transfer Sim to eSIM after i uninstalled Visible App and restarted. I enetered IMEI an dit said compatable, hit next, it says some message about cant complete,  already an order in. Last week when tech said she ws resetting something and i was on chat for prob 30 min, she said it was still processing and then i lost chat. Next time i was able to chat i was told then my case would be sent to level 2 because it has taken over 30min and that there is an order stuck in the system. The level 2 tech response @48hrs later was deprovision and reprovision and restart and all is good, didnt work, same response today from level 2 tech after it was resent back to them. It also didnt work. The tech today said the SIM card i received isnt compatable with new $30 plan. She was hoping my sim would transfer to a eSIM but with a pending order in the system still after level 2 tech was supposed to fix that, it wont transfer SIM to eSIM and allow her to resend correct values to make everything work on $30 plan which i understand is LTE. They offered this plan because they had growing pains because too many people were on 5G and was overloading it. So now i wait again until level 2 tech gets my trouble ticket, they will update status withing 24 hrs and are supposed to resolve or fix within 48hrs. As soon as i receive a email saying the new SIM card is sent, I will lose my phone service that i have now to make calls. As long as its today before 3pm i will receive Card tomorrow(Tuesday) on FedEx, if after 3 pm will ill be on Wednesday. So now i sit and wait.........Hope this sheds some light on the issues for others having same problems.  

I considered transferring to esim but I don’t want to lose service completely.  Maybe I’ll give it a try right before I port out of this mess 

phoneman2021
Superuser
Superuser

This is ridiculous.  Visible should've had customers that were  willing to beta test this prior to launch they clearly didn't get all bugs out.  I can no longer recommend this service until the bugs are out.  I know someone that signed up with no issues.  Note they weren't a customer they went with e-sim.

I got my Dad a new phone through them and has been trouble free, I want to switch him to $30 plan but im afraid to right now even though he has eSIM. I had a eSIM but they thought my dropped calls and error messages saying no service would be resolved with a SIM card. I didnt get one because of delay and no service until i actually receive new card. Then when i paid my bill i saw New Plan and that when things went bad. I think you are right, they didnt beta test it. Before on chat i would log in and be #10 or 12. Now i log in and its 20 min + to get to see i m number #50 in Q. Then another 30 min to actually chat. that tells me im not alone with issues after switching plan

 

phoneman2021
Superuser
Superuser

Unfortunately I'm right I wish I weren't. I believe in Visible I think it can be a heck of a company but these issues are unacceptable.

phoneman2021
Superuser
Superuser

If e-sim resolves your issue I wouldn't port if not I would be done.  There is only so much customers can do.  Visible doesn't this terrible experience people are having is hurting their brand and service.  1 person saying it is bad goes more than 1 person saying it is good.  That one person that says it is bad tells one that person they told tells 10 other people this is a terrible pr nightmare by Visible I could've done a better job of PR than Visible did.  I would've at least said yes we have issues and are aware of them and are actively working on resolving them.  Anything from the company would've been a help.

Did you try again playing with the APN settings many had this issue and setting the APN settings was the solution 

I havnt since I received the email from them saying it was resolved. Someone on here gave me a link to APN settings and procedure. I am appreciative of that link and their help. the link had Verizon as some of the settings, I was afraid of jacking it up worse if they were trying to fix it from their end. I think for now i will wait and see if their latest person says they are going to take out order stuck in the system actually does it. If no I think I will cancel service and look at Total Wireless from Walmart. It really makes you look like a tool when I was recommending them to friends and they had problems installing and a couple said it wasnt worth the hassle and went back to their previous carrier. This forum wont let me even use a word that rhymes with TOOL that starts with a F as i originally typed , had to change it to tool !

Setting the APN settings does not mess up anything it's just your device should be able to internet. If your planning of switching carriers I will recommend you US Mobile because total wireless unlimited plan includes 60 gig of high speed data and US Mobile gives you 100 gig for little cheaper plus lot of other benefits US Mobile has

russellowens20
Intermediate

Well I had high hopes for this one and have tried it numerous times and still a no go for my MMS messaging.