eSIM Activation is a NIGHTMARE

ambermayalden
Novice

I am so frustrated with the whole eSIM thing that Apple has done. I had an iPhone 12 with a physical SIM card from Visible. I just got an iPhone 14 Pro yesterday which only has eSIM. So I tried activating it on the app, and then the request got "stuck" so when I would hit the "activate" button again, it would say "you already initiated this request". I waited in chat queues for multiple hours, just to be booted or ghosted by the agent. 

24 hours later, I finally get ahold of someone who tells me there is nothing he can do because the request is "stuck" and I have to wait for their "advanced triage team" to reach out via email. When I asked for a timeline he was unable to give me one. I am so upset because before this I never had an issue with Visible. I have had them as a provider for 2 years now. 

I have no idea when Visible's "triage team" will reach out to me (if ever) and I have to send my old iPhone back to Apple soon to get my trade-in offer. If I don't...Visible will owe me like $400 lol. 

 

Just really poor planning on their part, not equipped with the resources to handle a massive issue like this which is clearly affecting thousands of users. 

1 ACCEPTED SOLUTION

ambermayalden
Novice

UPDATE: Literally gave up on their horrible customer service. Cancelled my phone plan, tot Mint. Hope you lost tons of customers Visible πŸ™‚ you are the worst

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18 REPLIES 18

evanyau
Novice II

Why there is no official statement and apology so far, the problem of esim activation has troubled many people

I don't get the option to transfer sim in app. I've been waiting for hours for someone to come on chat and they are totally unresponsive on chat, twitter, messenger. On chat I got to next in line then the chat suddenly ended and I had to start over. I am so frustrated with the poor customer service that I'm about to just go back to ATT. You get what you pay for. This poor level of customer service is totally unacceptable. 

I am facing the same problem, i got yesterday the Iphone 14 and cant put it to work with visible. I am thinking to move to another company, visible is not helping at all

I feel you.

 

I don't get the option to transfer sim in app. I've been waiting for hours for someone to come on chat and they are totally unresponsive on chat, twitter, messenger. On chat I got to next in line then the chat suddenly ended and I had to start over. I am so frustrated with the poor customer service that I'm about to just go back to ATT. You get what you pay for. This poor level of customer service is totally unacceptable. 

Have they helped you with the iPhone ? I’m having same issue 

Have they fixed your problem? I’m having same issue 

Contact online customer service to provide imei to solve the problem

Yeah I have they said in 24 hours they would get to me 

They will never get to you. Poorest customer service EVER. I’m glad to be gone. You get what you pay for. 

I tried to reach them Saturday to Monday. Totally non responsive. I get to first in line in queue then suddenly disconnected after waiting 2 hours. That happened 3 times. I switched to ATT on Monday. You get what you pay for. And I put Visible on blast on my YouTube channel with 6.2M followers. 

Did you have to send your phone back to switch to att. ?

I bought my iPhone 14 Pro from Apple and paid cash. so it’s mine.

alanfromeburg
Novice II

The hardest part for me was getting a hold of a rep to activate my iPhone 14. 5 hours later I finally got a rep to activate it on my new phone. The only bad part now is that everyone can see my messages I send them but I can't Receive text messages from android users.  It's strange.

Did you try basic troubleshooting steps that will usually fix the problem 

ambermayalden
Novice

UPDATE: Literally gave up on their horrible customer service. Cancelled my phone plan, tot Mint. Hope you lost tons of customers Visible πŸ™‚ you are the worst

I've been with Mint before. Poor network service and speed. 

 

 

8FiddyMil
Novice III

***** no! I gave up on Monday and switched to ATT. Visible is a good concept but severely lacking in customer service. You get what you pay for.