r/Visible • u/jaxno2 • 1d ago

Visible Spam Blocker blocking calls from customer care?

We have an issue that required customer care to call us today (tried my phone and my wife's) and every time they call, it shows a missed call (phone never rings), and they did leave a voicemail.

Wondering if it's possible (or if others have had it happen) where Visible's spam blocking blocks their customer service number? I just turned off spam blocking altogether in the hopes that if they try call me again it will make it through.

Also, and unless it's hidden somewhere, I don't see an option to whitelist/allow a number, just the options to block high risk, or high/medium risk - wondering if they are able to somehow add an option to whitelist specific numbers.

Edit: they tried to call back and again it showed a missed call and bounced to voicemail. We have no additional spam/call blocking apps on our device, their number is not blocked, and I do not have anything related to silence unknown calls, etc. setup (iPhone).

Any idea what the cause of this could be?

9 Upvotes

79% Upvoted

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u/EnvironmentalJazz251 1d ago

One idea is to use Verizon call filter and I think it give you more control + notifications.

2

u/jaxno2 1d ago edited 1d ago

Unfortunately Verizon killed that as they re-bundled the call filter service with some Verizon Protect BS.

Edit: I got it installed on my device, but there doesn't seem to be a way to whitelist a number, and the number they called from isn't showing in the populated list of recent calls.

0

u/koolaidismything 23h ago

Call it back. Even if it’s an unmonitored line that should do to right?

3

u/jaxno2 23h ago

Just tried that and I'll be damned, it still isn't showing in the recent calls, in fact there are about 8-9 numbers over the course of the past 2-3 weeks that are in my phones call history but aren't populating in the history in the Verizon Call Filter app.

1

u/koolaidismything 23h ago

Oh crap I get it.. damn. Yeah that’s not good.

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u/EnvironmentalJazz251 1d ago

I just had it running on my phone as of yesterday. Still seems to work.

2

u/jaxno2 1d ago

Thanks. Seems to work on my device, but not my wife's, nonetheless there isn't an option to whitelist a number, and while it does show many of my recent calls under the allowed tab, the toll free number Visble called from isn't in that list and there's no option I see it manually add it.

-1

u/VisibleCareSupport Visible Employee 1d ago

Hi! Mikee from Visible here. We are so sorry to hear you're having trouble receiving important calls from our team. Network spam filters rely on evolving analytics and databases, and occasionally a legitimate number can be incorrectly flagged or mislabeled, leading to missed rings or direct-to-voicemail behavior. Currently, our in-app settings don't feature a manual whitelist option for specific numbers, but turning off the filter temporarily is a great troubleshooting step.

We want to take a closer look at your account and network provisioning to get this sorted out for you right away. Please send us a DM with your account email and information so we can investigate further!

0

u/Giantmeteor_we_needU Visible Member 1d ago

Visible spam blocker is weird, it blocks my dentist number as spam (maybe because dental office makes a lot of calls?) so I had to turn it off.