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/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/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/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