I recently switched to Visible. For the first few days, I had cell service (the SIM card they sent worked fine), but some of the text messages I received from automated systems were 'garbled' (the encoding was wrong).
I contacted Visible help via the app and reported it. Visible said they submitted a ticket to get it addressed.
I woke up yesterday morning to find that I had NO SERVICE. I contacted Visible and found out that in trying to fix the problem with the mis-encoded texts, my SIM card had been disabled. (Specifically, when trying to re-provision it, the reprovisioning failed.)
But before that information was given to me, they had me do a total factory reset of my phone.
My phone was backed up, but still took until the evening before it was restored, and even then I had to manually re-set up some things.
I was promised that it would be fixed and that it was sent to a 'tech specialist'.
I was promised that it would be fixed within 24 - 48 hours and 'probably even before that.'
I then received an email saying that it would be fixed in 48 - 72 hours.
This morning (>24 hours): still no service. Today I was promised that a supervisor would chat with me. Then I was told that no supervisor would be able to chat.
I asked for a new SIM to be sent. I was told one would be sent.
Then I was told that the new SIM wouldn't work; it wouldn't fix anything.
Nothing will work until their engineers get around to fixing it.
Then I was told that if I installed Talkatone on my phone, I would be called within 60 minutes.
I did install it and provided Visible with that number.
I did not receive a call back.
Still NO SERVICE.
Visible's customer service system seems to be: promise anything and do not provide any way to actually talk to a human