Visible and Text Messaging Issues

First let me say overall I am happy with Visible phone service. I wish roaing was enabled BUT it is what it is I suppose.

 

What I hate is that almost daily on my Samsung Galaxy A21 phone, I constantly throughout teh day get to a point where I cant receive 2 step authentication messages from any service I use. Its ridiculous. I have toi turn airplane mode off and on at least twice or more, and then within a minute or so I receive a TON of messages all at once.

 

From what I have read this seems to be a VERY comon problem with Visible and after calling Visible support, they told me to restart the phone, turn airplane mode off and on, and messages should show up.. so they KNOW its an issue yet are doing nothing at all to resolve it.

 

I have tested it with more than a few MMS/SMS third party applications and its the same no matter which app I use. If you turn airplane mode off and on at least twice, making sure to leave airplane mode on for at least a few seconds, and at times restart the phone, you will be inundated/slammed with all of the messages you should have received but didn't. I am talking several messages all at once.

 

I have had mobile service with numerous companies since the 90s and NEVER have I had an issue with text messaging like this. It is without a doubt the most unreliable text messaging system I have ever seen.

 

Its BEYOND frustrating and ridiculous. I mean what good is it saving money on the mobile service IF the service doesnt work 100%.

 

The voice side of things, and everything else works fine, but the point is I am mute. I cannot speak, so I really only use the phone for text and chat etc. Without this feature working the way it should, there ius nothing for me if saving a few bucks a month doesnt include roaming or reliable text messagunbg. Some people like me are diabled and without text, we have no form of reliable communication.

So basically you are NOT doing right by customers with dsabilities such as mine. 

 

What I do know is if I called ATT or Verizon or even TMobile with this issue it would be resolved quickly. As long as Visible has had this issue, it should have been resolved 100 times over..so how about getting off your keisters and have your engineers fix this very common and specific problem, that seems to be only happening with Visible phone service?

 

It's very hard to promote a service or ask friends to use this service when you know there are problems such as this. How about a little help OTHER than turning airplane mode off and on and restarting your phone? Once a month I could understand BUT every day or so??? Ridiculous and it shows me your customer service is not nearly as great as you make it seem.

 

Thanks.

 

Mike G

1 ACCEPTED SOLUTION

phoneman2021
Superuser Founder
Superuser Founder

First Mike G let me make a few suggestions.  1 ask the case be pushed to the engineers.  You should at that point get a time frame for issues to be resolved.  Second have you considered getting a newer phone?  Hope this helps.

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13 REPLIES 13

phoneman2021
Superuser Founder
Superuser Founder

First Mike G let me make a few suggestions.  1 ask the case be pushed to the engineers.  You should at that point get a time frame for issues to be resolved.  Second have you considered getting a newer phone?  Hope this helps.

I've been with visible a couple of years I had the Google pixel 3A and was having this issue with any text from anybody all of a sudden the end of the day I'd realize I had no text and then without rhyme or reason they would all come in at once. It was never figured out then I did it a few more times in that year and then hasn't done it for a year or so. I have a new Samsung phone just a couple of weeks ago it started doing that again no rhyme or reason tried different texting apps somebody's got to fix this this isn't a new problem waiting right now on a text for my boss I called him he sent it but I can't see it come on visible

Jammon96
Novice II

I have the same issue on my Samsung S21 however mine also includes calls not coming in.   I have also been on with customer service numerous times with no resolution other than resets and airplane off and on.  I have asked repeatedly for my call/issue to be escalated and I have NEVER heard back from anyone. Or my personal favorite is when the CS reps sit idle for 3 minutes you are kicked back into the que to start the process from scratch all over again.   Getting a newer phone? That is not a resolution, they can’t support phones they confirmed they were compatible with what makes you think a new phone will solve it?  I think newer phone technology is something they have  no idea how to support

phoneman2021
Superuser Founder
Superuser Founder

The customer service has a lot to be desired especially if it is a complex issue.  I base this on numerous complaints  I've seen on here and other social media sites.  A solution to this that I don't see being added but it should be is USA phone support.  You should be able to call and speak to a US rep.  This would give Visible better reviews and overall help them get more customers.

cieglo
Novice II

Joined Visible yesterday with my pixel 6.  Ported from Verizon.  Was getting some text messages last night. Today I realized I'm getting zero group texts, can send zero group texts and I'm basically locked out of every secure app or website because I am getting zero authentication messages from any system/app/page.  They tried to reload my eSIM this morning, had issues and now I have to wait hours to try this all again.  

Tried the airplane mode, reboot, reset networks (wiping out ALL my network passwords, grr...), turned the SIM off/on...no love yet.  If reloading the SIM works, I'll post that.

 

After much time on chat help and many failed attempts to correct the problem I was just told, "So the reason this eSIM isn't working is because this device is unfortunately coming up as incompatible as of now. Some devices can be incompatible based on the specific serial number on the device and where they are purchased from. I'm very sorry about that inconvenience"

So yay?  Heading back to Verizon.

So.  Things just suddenly started working today.  Verizon had some weird tech issue with porting my number back so I didn't do it and today everything works fine.  See my chat transcript here: 

Me too with a Pixel 5!

May be right behind you. 

phoneman2021
Superuser Founder
Superuser Founder

This is irritating for a few reasons.  1 It should never take several hours.  2 It shouldn't matter where you purchase the phone from.  If it is unlocked it works.  This is the experience with other carriers.  I'm sorry you are having this experience.  This is why people leave Visible and never come back!!!!!!!

Richard93444
Novice

UPDATE June 16, 2022: After my comment yesterday, I spent a few hours basically fumbling around, restarting my phone, switching in and out of Airplane mode as others suggested, fiddling around with cache and text settings, and I don't remember what else. As of early this morning, I was able to receive authentication tests from the websites I need to log in to, so all is well. Voice is working fine, quality is excellent compared to what I had before (ATT via Red Pocket), coverage has been consistent, speed consistent, no dropped calls. I'm a hHappy camper for the time being. Hope it lasts a while! 🙂 
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Joined Visible a couple of days ago. Swapped out an old Android for Visible's Moto G Pure, so one would assume it is compatible. Voice quality is excellent. Voice over WiFi is convenient. Download speed is about 20 Mbps. Hotspot tested, download speed is a constant 5 Mpbs. The one problem I noticed is that, as the OP above described, I am locked out of all websites that require security verification via a phone token because the texts never arrived. Yes, I did the restart, Airplane mode, etc. etc. Still no texts, and there should be about 20 of them now--all lost in space. This is a dealbreaker for me, and if it's not resolved quickly, I'll be moving on at the end of the month. There's a lot to like about Visible IMO, but I *must* be able to get authentication texts, and realiably and quickly. It seems that quite a few people are complaining about this, so I'm going to expect it won't be sorted out and that I need to have my T-Mobile compatible phone charged and ready to go.

JimmyP
Novice

I'm having the same issue and am finding that it seems to be an issue with Verizon's network. I'm about to leave both...they've been working on it for more than 8 weeks.

Tylr_Noice
Novice

I too had a similar problem where I could text some people but not others and after reading a lot of threads and getting no where I started to dig into the settings on my phone (iPhone 13) and discovered that when Visible switched my service from Verizon my phone was showing two service providers ("cellular plans" on my iPhone) one for Visible and one for Verizon both utilizing the same phone number. I had to deduce that the phone was in conflict so knowing that I no longer had Verizon service I removed the cellular plan from Verizon and problem solved. My not be the silver bullet for all but hopefully it will help someone.

I’m having this issue also.  iPhone 12 and it’s showing two cellular plans.  Your recommendation is to delete the “primary” cellular plan?  The other is cellular data.  I switched to make cellular data my primary choice yet even after that I sent a text, got a r3pky, attempted to reply again and got a “failed to send”.  I’m so confused!