I recently switched to Visible. For the first few days, I had cell service (the SIM card they sent worked fine), but some of the text messages I received from automated systems were 'garbled' (the encoding was wrong).
I contacted Visible help via the app and reported it. Visible said they submitted a ticket to get it addressed.
I woke up yesterday morning to find that I had NO SERVICE. I contacted Visible and found out that in trying to fix the problem with the mis-encoded texts, my SIM card had been disabled. (Specifically, when trying to re-provision it, the reprovisioning failed.)
But before that information was given to me, they had me do a total factory reset of my phone.
My phone was backed up, but still took until the evening before it was restored, and even then I had to manually re-set up some things.
I was promised that it would be fixed and that it was sent to a 'tech specialist'.
I was promised that it would be fixed within 24 - 48 hours and 'probably even before that.'
I then received an email saying that it would be fixed in 48 - 72 hours.
This morning (>24 hours): still no service. Today I was promised that a supervisor would chat with me. Then I was told that no supervisor would be able to chat.
I asked for a new SIM to be sent. I was told one would be sent.
Then I was told that the new SIM wouldn't work; it wouldn't fix anything.
Nothing will work until their engineers get around to fixing it.
Then I was told that if I installed Talkatone on my phone, I would be called within 60 minutes.
I did install it and provided Visible with that number.
I did not receive a call back.
Still NO SERVICE.
Visible's customer service system seems to be: promise anything and do not provide any way to actually talk to a human
I'm having a very similar problem! Currently at around hour 40 of the "24 - 48 hours and probably even before that." promise. No cell service the whole time! Were you able to get service, or did you just leave Visible?
Having this issue as well after having my phone number changed. I got the whole "24 to 48 hours" resolution time too.
I had the payment to Visible reversed and swapped carriers. Don't waste your time with this garbage.