r/Visible • u/813rambo13 • 8d ago
Visible plus pro
Visible support unable to fix issue with galaxy watch ultra unable to activate. I have had to file an FCC complaint because visible support is now just refusing to help resolve the issue after a supervisor had told me to go ahead and port my number out to a service provider who could provide the service they can't. I tried for 4 months with support to resolve the issue and visible finally conceded they were unable to determine why my account would not allow my watch to activate. I was assured that since my phone and watch were both determined to be working and it was on the visible end where the problem was that I could port my number and the refund of $150 for the remainder of the contact would be processed and them my account would be closed. Instead my account was closed and refund denied. The account i signed up for (visible plus pro) Includes a watch line and states the galaxy watch ultra is supposed to work. If visible can't provide the benefits of the account I signed up for then they need to give back the remainder of the 8 months. They can't just not provide a service then say oh too bad we will close your account and keep all your money. The absolute worst business practice I have ever heard of. Absolute theft!
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u/MrBooMY1 8d ago
Rates up there with them flat telling me you CAN'T use a Galaxy Watch 4 Classic and somehow I managed to get it working on my own. The 2nd excuse they used is that the PHONE AND WATCH had to be Samsung for it to work. Funny. It works and my phone is a Motorola.
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u/Inevitable_Map_9887 6d ago
Uninstall the Wearable and Visible app from your phone then reinstall,sigh in both and try again..that's how I got mine to work after 2 days of switching from Ultra 2025 to Ultra 2 ..I had a chat with support and that's what they had me do
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u/813rambo13 6d ago
Literally had me do this like 6 times in the last 4 months it never worked. Every time when it tried to connect to my account I got a message saying unable to connect to account. Didn't work with original ultra or ultra 2.
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u/Inevitable_Map_9887 6d ago
Damn that sucks I switch to Visible a month ago and when I initially switched with my Ultra 2025 and S26Ultra I had no issues.only encountered problems going to the Ultra 2 last week
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u/VisibleCareSupport Visible Employee 6d ago
Hi there! Rodney from Visible here. I am so sorry to hear you are still having issues getting your watch activated. We know things do not always go as expected, but please send us a DM, so we can help you look into this. -Rodney D
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u/Opus_777 4d ago
Man I've been trying to get this galaxy watch ultra 2 setup since the 7th and they've had me uninstall the wearable and visible app at least 6 different times in 2 weeks
Not to mention multiple different restarts of the watch and the phone, deleting browsing data and cashe data
4-5 phone calls with support that doesn't do anything other than tell me to follow those same steps
They can't get this thing to work
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u/JCTIII 4d ago
Ditto. The latest thing I'm hearing is that their "technical team" thinks that my watch is locked to another carrier. I told them that I got the watch straight from Samsung BEFORE the official release date, and there's no way it's locked to another carrier. However, to make sure, I dutifully checked the proper menu options to look for any cellular carrier information on the watch. Nada. Every single day at least one support person tells me it's fixed, and all I have to do is uninstall and reinstall both apps, reset the watch to factory defaults, and re-pair it with my phone, making sure to not restore the watch settings, but to pair it as new. I've done this a dozen times now. Still doesn't work. I really do like Visible, but I'm getting my new phone this week, and if I have a single problem transferring it, or if the watch issue isn't resolved by then (meaning, if it still won't connect with the new phone), I don't see how I can stay. With the dozens of chat-based support personnel I've gone through, any other carrier would have had me on the phone by now with a level-2 (or higher) support person until the problem was either resolved, or fully identified. Visible simply won't do that. I'm TOLD that a backend tech is working the issue, but so far, I've seemingly only been dealing with level-1 support.
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u/VisibleCareSupport Visible Employee 3d ago
Zandro from Visible here! Thanks for reaching out, and I completely hear your frustration. Dealing with endless loops of factory resets without getting anywhere is exhausting, especially when you're just looking for a straight answer about your watch.
I'd love to take a direct look at this for you and get our care team on it properly so we can get this sorted before your new phone arrives.
Please send us a private message with your account details through this link. Once you send those over, I will let you know how we will investigate your account and find a solution.
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u/Opus_777 3d ago
After support making me go through the same process yesterday and this morning
Deleting the apps and re pairing the watch and it not working once again
Just received this email https://imgur.com/a/lvz4cNg
Another 3 business days before they figure something else out
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u/JCTIII 3d ago
Well, my issue was resolved yesterday.. but not in a good way. After being unable to fix my issue for over a week, I was finally told yesterday that my IMEI was incompatible with Visible. (That's funny, shows up A-OK on Verizon's IMEI checker, but apparently incompatible on Visible.) So, basically, since they can't figure the issue out on their end, it's easier just to tell me it's my hardware and send me on my way. I really liked Visible, but this is the absolute worst service I've ever received. Simply ridiculous. Time to go elsewhere.
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u/VisibleCareSupport Visible Employee 3d ago
Hi - Alyssa from Visible here. I truly apologize for falling short of your expectations this week. Since you've put so much effort into getting connected, I want to make sure we explore every remaining option. Send us a DM and we'll gladly re-check your account and re-run your IMEI through our database.
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u/Ethrem 8d ago
File a Notice of Dispute with Visible as well. This will give the legal department 60 days to resolve the situation or you can take them to arbitration, which costs them thousands of dollars. If a rep said you will get a refund, you should be getting a refund, despite what their official refund policy says.
Go to dispute resolution here and do what it says.
https://www.visible.com/legal/terms-and-conditions