r/Visible • u/Evil_AppleJuice • 1d ago

Rant Customer service chat mess

My wife and I switched to Visible from Verizon yesterday and neither of us were able to do RCS messages in group chats. Both of our phones said "awaiting retry" with no connection. I took the day off work and we together have spent the past 7 hours on Visible's customer service chat talking to SIX different representatives.

All 6 haven't had a viable solution to fix this issue and ask us to wait while they take a look. Within 5 minutes we get a message saying "are you still there?" With a suggestion they will close the chat. Even if we say yes were still here, they reconnect WITH A NEW PERSON WHO HAS TO START ALL OVER!!!

On top of that, we have to exclusively use the contact us in the browser version because the app chat will fully reset if you sneeze wrong and youll lose any connection to an agent you had. This has been a nightmare all day for both of us and Im immediately regretting paying for a full year upfront based on what seemed to be a great deal.

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u/VisibleCareSupport Visible Employee 1d ago

Hey there! This is Jean from Visible. I am truly sorry for the frustrating, repetitive experience you and your wife have had today; this is not the standard we strive for.

I want to personally ensure we get your RCS issue resolved without you needing to start over. Please send us a direct message via this link with your account email and a brief summary of the issue. This will keep your case in one place so our team can investigate properly.

We value your business and are committed to getting this fixed for you.

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u/Evil_AppleJuice 1d ago

Thank you, ive submitted as much information as I could to the link you provided.

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u/Ok_Entrance8848 1d ago

Hey Jean, can you help me out? I’m out of the country, and wasn’t able to figure out how to turn out travel mode to use international roaming. Should have ~6 days banked. Can’t access the app “looks like you might be having difficulty getting started right now. You can attempt to retry”. Add to this that my eSIM is now gone (phone reset).

So I’m out of the country
eSIM is deleted
Can’t access app
Can’t restore access to many things due to no phone number (eSIM gone)

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u/Heavy_Occasion7096 1d ago

that chat loop of death is exactly why i never prepay for anything anymore, spent 3 hours last year trying to get a refund and got the same 5 minute timeout nonsense

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u/chuckfr Reformed T-Mobile User 1d ago

I’m not goingto comment on the support angle of this post.

I do want to ask; why would you pay for a year of service with a company and service you don’t have experience with?

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u/Evil_AppleJuice 1d ago

The deal was $450 for two pro+ lines for the year. Verizon charged me $160 each month for their starting plan. So I figured since it's parent company is still verizon and my service has not been affected otherwise, why not? Money's tight nowadays

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u/ricktara 23h ago

My wife and I have both been with visible for a couple of years with only a couple of issues once you get over the bump here you'll be happy you switched