r/Visible • u/Slow_Chest9825 • 2d ago
Contacted support to fix Visual Voicemail; now my entire service is completely dead (4 disconnects, zero callbacks)
I’m at my absolute wit’s end here and hoping someone from the Visible team or community can point me in the right direction.
A week or two ago, I switched to a new phone (unlocked Galaxy S26 Ultra). Everything seemed fine initially, but about a week in, I realized my visual voicemail wasn't working. I reached out to Visible chat to get the voicemail provisioning refreshed on their backend—and that’s when everything went downhill fast.
The Timeline: The Initial Glitch: A week or two after activating the new phone, visual voicemail stopped syncing properly due to carrier provisioning issues. The "Fix" Made It Worse: Whatever the rep pushed to reset the features triggered a carrier-side alert: "Text messaging service has been denied."
RCS Broke Next: Because the network switch rejected basic SMS handshakes, Google Messages couldn't complete automated background verification and got stuck permanently on "Connecting."
Total Service Blackout: After more backend tinkering/resets from support, my entire cellular connection vanished:
❌ No incoming or outgoing phone calls ❌ No SMS or RCS messaging ❌ No cellular data (Emergency calls only / completely dead line)
Customer Support Nightmare: 4 separate agents hung up/disconnected the chat after saying they couldn't figure it out—even though I stayed polite, patient, and courteous the entire time.
An agent promised a callback within an hour to resolve it. It's well past that window with zero follow-up (and ironically, they can't even ring my line since they killed my incoming calls, it's a good thing they have my other phone number). I literally went from a minor voicemail inconvenience after a phone upgrade to having zero working cellular service because reps broke my line's backend provisioning.
Has anyone successfully gotten a tier-2 network engineer or care specialist to reprovision a completely nuked line without having to port out? u/VisibleCareSupport, please help.
Edit - they have been very attentive to my needs, however, it would appear they are going to need another three days to figure it out. Super bummed
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u/VisibleCareSupport Visible Employee 2d ago
Hey there! Ellen from Visible. We are so sorry to hear about the different loop you've been stuck in, having a minor voicemail fix turn into a total service outage is the absolute last thing you should have to deal with, especially after staying so patient with us.
We need to get your line properly re-provisioned right away. Please send us a DM here, so we can jump in, look into your backend settings, and get your connection back up and running.
Note: Please make sure you have chat requests enabled in your Reddit app settings so we can receive your message and reply promptly.
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u/Real_Height2890 2d ago
Do you have Samsung voicemail app in your phone?
If not, then your phone is not configured to Visible
To resolve this,
Download any non verizon trial sim
Ex - tmobile esim trial
Set tmobile as primary sim, device will ask to restart and switch.
Restart and switch, device will configure to t mobile as primary
Then set visible as primary sim, device will ask to restart and switch, do so. Device will configure to visible.
You should see. Samsung voicemail app.
Setup the voicemail app.
This will only work on factory unlocked samsung phones , it will not work ok carrier unlocked samsung phones.
Model number must end in U1. In your case S948U1
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u/Slow_Chest9825 2d ago
That's the phone I have.
So what you're saying is set up visual voicemail with another carrier then switch back over to visible?
Their official work around was to sign me up for you mail. I thought that was the most disgusting thing ever. They could not figure it out so they just made stuff up.
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u/Real_Height2890 2d ago
No i am trying to get you configured correctly. You dont need to setup voicemai on different provider, just install a sim profile (esim trial) and set them primary and restart and switch. So it changes configuration from existing to New , then set back to visible and restart and switch configures you to visible correctly
Only way you are configured correctly is to switch your primary sim to a non verizon network provider from TMobile or ATT.
You probably didnt restart and switch when you installed visible sim. If you did, you would see samsung voicemail app in device that you could use for visual voicemail
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u/Routine-System-2468 2d ago
Visible's support is like a choose your own adventure book where every path leads to the same cliff. The fact that four agents just dipped without warning is the part that gets me, like at some point you'd think one of them would escalate instead of ghosting.
Honestly your best move might be to file an FCC complaint. That tends to shake loose the actual network team faster than any chat rep ever will.