Calling and Texts stopped working

[elljay]

iPhone 13 Pro

Visible service since November 2021

As of this morning my texting, phone and access to my account aren’t working.

Chatbot doesn't understand my problem, it's been useless.  Situation:

When I try to send a text message other than through iMessage I get this message:

"Text messaging service has been denied”

When I try to make a call:

“We're sorry, the number you have dialed has calling restrictions that have prevented the completion of your call, announcement 19…”

When I try to log in to my account:

“Oops.  The information you entered does not match what we have on file”

My service provider says Visible, I show bars indicating I have service

I have made all updates, both Visible and iOS

I have turned the phone off, left it off for more than 15 minutes, restarted and still not working

• I have automatic payments and they’re up to date

[VisiblyPresent · Accepted solution]

Don't volunteer any specific information to the chatbot, Connai. When asked to choose something, always choose the non-specific option (other, none of these, something else). When asked to describe something always type/reply live agent. Eventually you'll be placed in the live agent queue. If you provide Connai with any specific information they'll insist they can help and you'll go in circles.

Also consider contact via X or Facebook, see https://www.visible.com/help/connect

You might also want to try a private message to /u/VisibleCareSupport over at the Visible subreddit:

https://www.reddit.com/r/Visible/

With respect to the “Oops.  The information you entered does not match what we have on file”, I received that earlier today after an app update - I had to clear the app's data and cache, force stop, uninstall and reinstall the app (don't know the equivalent for iOS, I'm Android).

[elljay]

Thanks!  Got through to an agent.  Some kind of reset was needed.  I was first in the queue for a live agent and he fixed the problem with no muss/no fuss. 

[VisiblyPresent]

Thanks for the followup

[BorisVirshup]

They said

“As there was some error in the account as I have cleared the error by re-provisioning the account. Please rest assured you will be able to use services uninterrupted.”

and then it was working 

Then

i asked
what caused the error?
it is very disconcerting to not have access to the cellular network

Agent
I am sorry I cannot help with that. But please be assured now you will not be facing the issue.

[Cbarber]

Same here but no help