Sometimes you will see Visible emplyees here.
I would reach out to support on social media, like maybe on Twitter via DM.
Sometimes return calls fall through cracks. Reach out again and see what happens.
My Samsung S9+ is also not working with Visible. Signed up with Visible 3 months ago using that phone. Strangely, the SIM works fine in my MiFi7000 hotspot. It finds the network, signs in and downloads data. But the Samsung won' t connect. Strong signal here ~69dB RSSI. Spent the time on Chat, didn't help any. Chat said Ticket 02289815 was filed and that I would be contacted within 48 hrs. That was 3 days ago. The phone is still not working, I'm leaving 3 months vacation in a couple of weeks. It would be nice to actually have phone service by then.
How do I contact Visible Tech Support to get the status of my ticket?