User Rating Distribution
I'd had Verizon for many years but got sick of paying over a hundred dollars a month just to have a phone in my pocket. When I heard about Visible, I ordered a SIM. I got it quickly, but then the headaches began.
First, no matter what I did, I couldn't activate the SIM. It's supposed to be a straight-forward process. Download app, input credit card info, start using phone. But it took me SIX FRUSTRATING WEEKS of back-and-forth with customer service, often waiting DAYS for a reply to my help-please texts (in app function), only to have my case upgraded to a "specialist" who was promised to email me. I never got any specialist emails. Not a single time.
Eventually, I had to order another SIM and somehow got it active (no thanks to customer service). I was happy to see during my first day I was getting around 13 mbps down. I was so satisfied that I canceled my home internet service ($80/month for sparing use). The same day I disconnected my home internet box, my Visible speeds fell to UNDER 2mbps consistently.
I contacted customer support. They had me turn the phone off. Turn on/off airplane mode. After each suggestion, my speeds DROPPED. What was customer support's diagnosis? That I should expect speeds to fluctuate like that. Even though they advertise they've done away with the data cap AND my speeds are now CONSISTENTLY (not fluctuating) below 2 mbps. As I type this, I just did another speed test: UNDER 1 mbps.
A couple days ago I read a Harvard Business Review article about the new age of customer service. The article's author wrote that more and more companies make it so onerous getting help or support that customers just give up and go away. The team studying this said from the company's perspective, it saves money to lose customers with problems than to "pay out" to those who don't get what's advertised or who have problems. So I guess my only option with Visible, since I'm not getting any of the customer specialists emails and the regular support agents can't do anything the rest of us haven't already tried, is to go elsewhere.
Visible. Great marketing, poor delivery.
Received the SIM next day as promised, but could not get the phone to activate. Tried to chat for help for hours... no response whatsoever. Gave up and went to Walmart for Straight Talk. Might cost more, but at least it works.
It took me more than 24 hours to get my phone transferred to Visible; and that was with constant nagging to the customer support folks. Finally went through. But then, the quality of the phone service was not as advertised. Calls would drop abruptly; places that should have had service registered as "no service;" and more. Using the cell as my business phone, I did not have that luxury, so I've switched back to my old provider.
Customer service chat was pretty quick. Some good potential with this company
Easy to switch to Visible but a nightmare to get your number back to another carrier if it doesn’t work for you. It took me 10 days and literally 14 hours on the phone and in chat with Visible and Verizon to get my number back from Visible.
The service was rough at the start, but since then, it's improved exponentially. The call quality is near perfect and you could easily compare the service to Verizon. Would definitely recommend this service to my friends and family.
I was really excited to switch from Verizon to Visible, but I found out, after waiting to get on the early access list, that my unlocked iPhone 7 wasn't compatible. Beware! According to developers, only some iPhone 7 models work with the service, so check beforehand!
Visible was unable to get my service working until after a week. This is too long for me. Wouldn't recommend.
The price is great, but there's no tethering, which is disappointing. Customer service is helpful and prompt. awesome coverage