Visible eSIM App Update

DS-VisibleMgr
Community Manager
Community Manager

Our Visible app has been updated for iOS and Android with new and improved eSIM functionality to make the eSIM to eSIM all self serviceable.

Make sure you are up to date on the latest version.

For a step by step on how to complete the process see our Help Center article here 

How is this working for you? Let us know in the comments. 

 

DS-Community Manager
22 REPLIES 22

INXSible
Novice III

Ditto.

Fail.

ashleym
Novice

Same. And I have been waiting on chat for over 4 hours & keep getting kicked off. 

ashleym
Novice

Same. And I have been in the que waiting on “live agent” for over 4 hours! I just switched yesterday to Visible & I am regretting it! 

saintnsynner
Novice II

I have a physical sim but I decided to try switching to esim and now I'm stuck on the screen "We're setting up your Visible service plan" for hours and it keeps timing out. There's no way to go back to the physical sim so I can restore my cellular service. And no one from your Live Chat ever connects. If this isn't resolved by tomorrow I will switch to a different provider. Terrible service.

Doggy-mama
Intermediate

I’m still trying to get through because everyone keeps telling me about a button or a link I can click on to switch to a newer plan.  I went through Messenger around 11:00 am, checking back around noon I had their Messenger version of the chat “we’re busy” message.  Nothing since, and my bill is due by the 29th AND if this doesn’t get resolved, I’m not sure I’m sticking around.

shawn48080
Novice

Will the esim work with the original plan or do you need the new plan? 

shawn48080
Novice

Will the esim work with the old plan?

Kennywu007
Novice

How come I can't transfer my number from iphone 13 psim to iphone 14 esim? they are both on visible network.

Kennywu007
Novice

I tried to transfer my number from my iphone 13 psim to iphone 14 esim, both on visible network, i keep getting activation fail. After that my phone 14 has no more signal. I can't use the app because it starts at the activation page where i get an error message and directs me to  customer service where no one is working.

UltraSPARC
Novice

eSim activation failed and now my old phone is deactivated too so I cannot attempt to reactivate. Now I’m on hour two waiting for someone to come on chat support. I’ll be switching to another company if this isn’t resolved by tomorrow. My phone number is my business and I can’t be down tomorrow. Very very disappointed that you all dropped the ball so badly with this. At least bring more reps online to service chat support. I’m obviously not the only person having issues. 

Same issue for me! Ive been trying for two days straight to get at least one phone to work now. I actually deleted back to factory settings and started over. Still not luck. I went to a Verizon store and they said Visible is a different company and they can't help. Not being able to get on a chat or call anyone makes me want to change from this company to another, just to fix this problem. A company that has phone assistance when you have a problem. If any of you find out what to do, please let me know by tomorrow or I'll be switching to something else.

I figured it out on Tuesday around 12:00 am. You have to download the eSIM onto your old phone first, then transfer to the new phone! Yah! I’m so happy I figured it out, but it was a lot of trouble! 

That would only work if your old phone supports eSIM. Mine does not. Goodbye Visible.

this is very disheartening for a new customer. I am having the same issues.

IMF
Novice III

Version 4.2.0 of the app, released today, seems to fix at least some of the problems.

Philakid
Novice II

Gave up on help after waiting three hours in messenger.  Tried Chat but it terminated my session before I connected to an agent.  Will probably switch carriers tomorrow as I am stuck with a phone that can call out but cannot receive calls.  I tried multiple times to transfer the esim to an iphone 13 pro.  The transfer appears to be successful.  I’ve rebooted, waited before trying to call but no success.  Anyone who calls my number hears two to three rings followed by silence.  My phone does not ring.  I deleted the esim and reactivated it multiple times, still no success.  Without the ability to get support I have no choice but to go to a carrier where I can actually reach a person.

Philakid
Novice II

Been seeking support since 3:50pm.  Now it is 8:05 pm.  Transfer of esim to new iphone did not work.  Can place outgoing calls. Cannot receive calls.  Caller gets two rings followed by silence and my iphone does not ring.  Deleted and installed esim multiple times with no success.  Since I cannot get support, I have no choice but to run out tomorrow morning and switch carriers.

Yep-your so called update didn’t work, and by the way apple released 16.1 update while you guy were sitting on your thumbs trying to figure out eSIM. The funny thing is it’s probably a process that you’re doing wrong and screwing yourselves out of customers 😂 😂 

jose23
Novice II

We have two lines and one of them is lost in the eSIM cycle of failure. The app does not have the items described in the instructions on the line getting the new phone. (Of course the other line does!)  My wife is cursing our decision to go with Visible because it is clear the IT side is not up to date on things like eSIM.

 

Tomorrow will be day 4 without a working phone as we wait to hear back from tech support (via Facebook Messenger, LOL)...

It took me days to get the eSIM to work. Visible chat tech had to escalate and I received an email saying it would work. Sorry there is no other way to help. 

eSIM isn't even applicable to most Androids on Visible. Everytime I check the "Transfer to eSIM" in the app, it says my IMEI number is not available, but I have an eSIM compatible phone. (S22 Ultra.)