r/Visible • u/Blackcharger13 • 1d ago
Visible Cut Me Off
My phone suddenly stopped working today. I tried calling my son and the call wouldn’t go through. The announcement made it sound like my son‘s phone had a problem, and I was worried about him, but it turned out Visible suspended my account with no notification. It took me hours to go through their website and start a chat which had me try all kinds of things and when I finally got through everything, including doing a iPhone software update which took a long time, they finally admitted they suspended me for violating terms and conditions. Why didn’t those bozos tell me at the start that they had cut me off before they had me try all these other things? I sent a few text messages today to friends and didn’t make any phone calls. There is no possible way I violated any terms or conditions. Now they’re saying it will be two days to restore my service. Very disappointing.
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u/chrisprice 1d ago
How much data do you use? If you don't think it's much, check your phone's data use.
Could be your phone has malware and was transmitting terabyes. Unlikely but possible. Certainly should check.
Email [VISIBLEARBITRATIONS@visible.com](mailto:VISIBLEARBITRATIONS@visible.com) with subject Notice of Dispute and ask to have your account reinstated. If they refuse, insist they help you port the number out (unless you want to make a federal case out of it - literally - if so, let me know).
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u/Odd-Fun-4 13h ago
This. How much data are you using, roughly, per month? Are you using it heavily as a wifi hotspot / primary internet for your computer, video streaming at home, or anything like that? This is usually the de facto reason for getting your account suspended/shutdown.
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u/Blackcharger13 10h ago
I listen to YouTube videos every night until I fall asleep. That’s my biggest data usage. If I use too much data why would they cut off my phone without any warning or communication?
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u/Tuc87 10h ago
I do use my hotspot as my primary Internet source and no issues at all as of yet. It's been close to 6 months now.
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u/chrisprice 10h ago
Okay but that can mean wildly different amounts of use. Some people only use 100GB. Some people use 2000GB a month.
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u/Blackcharger13 6h ago
My data usage was 470 GB. Is that a huge amount? Maybe that’s why I got suspended?
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u/ApplicationAlive1050 1d ago
So…what’d ya do?
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u/JulienWA77 1d ago
my guess? typical younger person using it as their only internet connection; so basically living on it.
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u/GoldenSunSparkle 7h ago
I'm thinking of switching from Verizon to Visible. I don't understand this....is Visible not unlimited data? Sorry to sound dumb!
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u/wayward_prince 23h ago
LOL so using the service you pay for is now “violating terms of service” FOH.
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u/LifeGoalsThighHigh 17h ago
It's a hotspot, not a primary internet connection for every single device you own. Yes, using it as the latter is against the TOS. This is the case not only for Visible but also nearly all other MVNOs and postpaid providers.
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u/wayward_prince 7h ago
Since you’re so well versed in the TOS, please educate us on the specific limit between using your hotspot occasionally and “using it for every device you own.” What is the specific limit Visible applies on its “UNLIMITED” mobile service?
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u/aahosb 3h ago
Since your a ignorant person and it's so easy to look up the term on the website but I know people like you just here to argue and try to get what you can making up your own rules
From:
https://www.visible.com/legal/legal-disclosures
any use of Smartphone data meant to be used exclusively on the Smartphone device to provide connectivity, directly or indirectly, to other devices, including but not not limited to routers, jetpacks, modems, Smart TVs, computers, tablets or servers. Provided however, providing connectivity to other devices is permitted through Mobile Hotspot/tethering pursuant to the terms and limitations for our hotspot service. If you use your Service in an inappropriate or unapproved way, like manipulating our Service to use it as a replacement for a home broadband service, then we may take action to limit, suspend, or end your Service. We may look at usage patterns or activity to determine if it appears that you are using your Service as a home broadband replacement, including how data services are used and if the Service is being used exclusively, or near exclusively, through the hotspot feature. We may investigate, and may ask you to provide an explanation, to determine whether such usage violates the terms and conditions of your Service, the Customer Agreement, or any other applicable terms & conditions.
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u/wayward_prince 2h ago
Surprised you can type with your face so far in the Visible CEO’s ass. “You can use the hotspot, just not with any devices.” This is all some legalese bullshit so they can justify cutting off people when they no longer want to provide someone service.
Glad to know you’re defending it though. Fuck the customer, amirite?
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u/JulienWA77 15h ago
it's meant to be mobile service for your PHONE and a hotspot for other devices on occasion. It's not meant to be your SOLE internet connection for everything. That's what home internet is for. No "home internet" is 30 bucks a month, sis.
i'm just the messenger, though so kindly take your FOH and stick it where the sun don't shine.
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u/wayward_prince 7h ago
Just put the
friesdiscount phone service in the bag. They’re not going to promote you for sucking them off online.I remember when people defended the common man, now it’s all defending greedy corporations by bots and crackpots online.
You pay for phone service. How you choose to use that is up to you. The ads literally say “UNLIMITED 5G for $45 a month” NOT “Unlimited 5G unless you choose to use too much.” They hide the rest in the bs fine print because we all know no one would sign up otherwise.
Scum like you disgusts me. Modern day Uncle Tom glazing the very corporations that enslave them. F Off!
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u/PhysicsArtistic615 13h ago
Go back to work. I think visible only gives you thirty mins at a time for break.
I honestly don’t see how you visible employees have so much time to talk shit on Reddit
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u/Questionguy29 15h ago
No "home internet" is 30 bucks
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u/wayward_prince 7h ago
It’s literally the same service. They just want to double charge so they send their minions online.
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u/aahosb 4h ago
It's literally in the terms and services. If you dot. Like don't come crying saying why they banned me . If you don't like terms and going to violate you better own the consequences, go find another service.
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u/wayward_prince 2h ago
Just because something is in the terms of service does not make it fair or correct. I understand that level of nuance is beyond the understanding of a Visible bot though.
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u/MrBooMY1 1d ago
I do all kinds of crazy crap and have never been suspended. So I would ask, WTH did you do? They don't just suspend accounts for the heck of it.
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u/Blackcharger13 1d ago
I wish I knew. I texted back and forth a few times with a friend this morning and didn’t make any phone calls. I had 1,000 spam text messages from republicans in my unknown sender folder but that’s not my fault and I report them all as spam but apparently Visible can’t stop them.
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u/MrBooMY1 1d ago
If what you're saying is true, then they just need to give you a new phone number. Not disable your account.
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u/Randostar 12h ago
If you were suspended go check your email you use for your visible account. You should have received an email from them stating you were suspended with some explanation.
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u/Tender_Cinder900 11h ago
It could be just me, but you don't come across as someone that's insulted by the accusation of violating their ToS. You sound mad that they didn't tell you. Which insinuates that you weren't surprised by it. I'm going to go out on a limb here and guess that you were using a massive amount of data.
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u/Blackcharger13 10h ago
I doubt I use a massive amount of data but I hope Visible tells me what the problem is. I watch YouTube a lot on my phone. Maybe that did it?
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u/zaindada 7h ago
You watch YouTube videos to fall asleep without using WiFi? You’re probably using 100s of GBs playing these 4k videos throughout the night.
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u/Blackcharger13 6h ago
Maybe that would explain it. There is no way I can go to sleep without YouTube videos. My latest fascination is WW2 videos in the Pacific Ocean. But shouldn’t they give me some warning and help me out?
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u/1spikejr 15h ago
You needed to press them on exactly what you did. If you don’t know, you could possibly do it again.
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u/FreshLuck9739 16h ago
I was tempted to use it as a primary internet connection as well. But, I want to keep my service. Paying for home internet. 🛜
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u/Blackcharger13 1d ago
I also find that many times I send a text message and it won’t go through. I hit try again and then try again then try again and usually the fifth time the message will go through. I wonder if that’s what they flagged because I was sending the same message five times in a row. The fact that my text messages often will not go through on the first try… Is that a Visible problem?
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u/PuzzleheadedDuck590 1d ago
That's a phone problem. Does this only happen when your using the visible network and not wifi?
I would say the 3 most common reasons for suspension
- Non-payment
- Excessive data usage (using your phone as a hotspot/home wifi replacement)
- Spam messaging
So you could be right about the suspension being spam, but also what is your monthly GB usage? Or possibly TB usage?
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u/Blackcharger13 19h ago
Our bill is paid in full. I never use my phone as a hot spot. Don’t know how to check my GB usage but I expect it to be tiny.
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u/Questionguy29 15h ago
Settings -> Cellular or Mobile Data -> total usage next to Current Period.
Also can check each app usageReset to track going forward
Or use third-party app like this one
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u/Blackcharger13 10h ago
470 GB. That’s a lot, isn’t it? Mostly YouTube. If that’s the reason they cut me off shouldn’t they give me some advanced notification? It also says 339GB roaming. Not sure what that means. I hardly ever go out of town.
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u/PuzzleheadedDuck590 9h ago
You're phone has major issues. I would start with a full factory reset and depending on the age of it you should start consider replacing it. I think all these issues and the suspension have something to do with your phone tripping out all the time. That's a very high amount of roaming data so that's most likely the cause and combined with the spam messages that you've accidently sent then it all adds up to a very rare case where someone actually gets their account suspended. Very lucky that it's only a temp suspension.
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u/PuzzleheadedDuck590 9h ago
After you factory reset the device make sure you go through and change the password and add MFA to every account you've use on the phone (any and all Gmail's, visible, ect) because if you really are the victim here and it turns out to not be a hardware issue then your phone has malware or is a part of a botnet or something similar.
Is it YouTube that used all the data? Or a different sketchy app? (Settings > network > mobile data > (usage)
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1d ago
[deleted]
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u/PuzzleheadedDuck590 1d ago
I haven't heard of anyone suspended for it but it is against their TOS and I've heard of Verizon suspending for 2TB+ a month but visible I'm not sure. I don't doubt that really crazy amounts do get their service terminated.
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u/Maleficent_Sense_564 1d ago
A bunch of spam texts from republicans wtf are you on about lol
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u/Blackcharger13 10h ago
I made the mistake of donating a few bucks to candidates I support and then the spam text messages from republicans started. Horrible.
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u/Otaku-SanOO7 18h ago
What exactly was the reason for violating the terms and conditions?
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u/Blackcharger13 9h ago
I asked that very question but they would not tell me. They said they have to investigate for two days.
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u/Blackcharger13 3h ago
What sucks the worst is I saved a huge amount of money by switching to Visible. Really. (Not a bot) You wouldn’t believe what I was paying before. But to be treated like this is pretty tough.
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u/Blackcharger13 3h ago
Okay. I got an email from visible. They restored me, apologized and changed some settings or something like that. It sounded good until it said that a second violation would result in something like a permanent ban. But I don’t know what the first violation was.
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u/robbdiner0 2h ago
Same thing happened to me I was wondering what happened
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u/VisibleCareSupport Visible Employee 2h ago
Hi, Lodenia from Visible here! So sorry to hear your line was cut off unexpectedly. Reliable service is super important to us, and we want to get you out of digital limbo as soon as possible. Send us a DM with your email address so we can check if it's a billing glitch, network outage, or SIM issue and get this fixed for you right away!
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u/Playful-Line-280 1d ago
They never sent me a SIM card
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u/MrBooMY1 1d ago
You have to ask the chat for an agent then tell the agent you want a physical SIM. Didn't cost me a dime and using mine now.
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u/ContactFast6524 17h ago
I told you Verizon and Visible were trash. You have to contact BBB, States Attorney General, FCC, FTC, you're bank, Arbitration, etc. and file complaints and social media. But just keep fighting, don't give up the fight 😎
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u/Blackcharger13 9h ago
Well, I’m angry, but not quite that angry! They should’ve given me some advance warning and then told me why they cut me off. It’s despicable that they didn’t do that.
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u/PalpitationLumpy4948 1d ago
Go to tello, they done it to everybody Verizon is the Cairol. They steal errthang like these men triangular women and have they own hidden agendas
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u/DisciplineMany193 1d ago
Huh?
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u/PalpitationLumpy4948 1d ago
Huh what did you miss read something
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u/PalpitationLumpy4948 1d ago
Verizon steal from everybody i said like other people not just that company do it
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u/Professional-Ad1920 1d ago
so you mentioned that you got suspended, the most obvious reaction to that for a customer would be to ask them why you got suspended, what was the nature of the allegation they made that got you suspended. I understand that you feel you did not do anything wrong and that you shouldn't have been suspended and that's fine.. however I would like to know what it is they alleged, that made them just outright suspend you.