I've been a Visible customer for a while and have had no complaints. I completely lost my phone. I've got a new iphone11 on the way. I understand the 11 has esim capability. So, the question is how do I activate the new phone on my existing Visible account with my same phone number?
Have you tried downloading the visible app on the new phone and logging into it? I am curious if it would ask if you want to set up a new phone on your account.
If you have, and that didn't work I would reach out to support in this case.
Ways to contact support: https://www.visible.com/help/connect/