If you need to reach out to Visible customer support, there are a few things I’ve learned to help save time and avoid hassle.
I’ve had a wireless plan with Verizon-owned Visible since 2019. I needed assistance when I switched to a new device and activated 5G service.
In this article, I’ll share five tips for contacting Visible’s customer service team.
1. There Is No 800 Number
Visible hired more support agents in late 2022 after experiencing customer support challenges.
“We’ve increased our agent headcount by 25% within the last 30 days, and we’re going to continue to scale as we prepare for growth and the further member migrations we expect in 2023.”Jeremy Bolton, Visible Chief Commercial Officer
Visible is owned by Verizon, but it operates independently. Therefore, you can’t go to a Verizon store for help with your Visible account.
2. You Can Request a Callback In Limited Cases
Although you can’t dial a toll-free number to reach Visible customer support, you can request that an agent call you back in certain cases.
To make this request, you must first reach out to Visible using Facebook, Twitter or live chat.
Most of Visible’s support agents are trained to help you over live chat. However, the company told me that there is a “specialized team that can make outbound calls.”
Don’t expect this level of support for general issues. It’s only for more urgent or complicated matters.
3. Use Chat From a Computer, Not Your Phone
Visible’s chat feature is my preferred way to contact customer support, not Twitter or Facebook. But I recommend that you start the chat from a computer and not your phone.
If you open the chat from your phone, you’ll have to exit out of the Visible chat window to conduct any troubleshooting.
Plus, you won’t be able to continue the chat if you’re asked to restart your phone.
By chatting on a computer, you don’t have to worry about the chat being disconnected while following the steps to fix your phone.
And if your chat session ends prematurely for any reason, ask the next agent that you contact to review the transcript from your previous chat so that you aren’t starting all over again.
4. Get Help From a Network Specialist
If a Visible customer support agent is unable to resolve your problem, they’ll likely send it to a network specialist for review.
For complex issues, Visible’s chat support agents will communicate with network specialists to provide immediate assistance. You won’t have to be transferred to a new chat to receive help.
In addition, you shouldn’t have to wait for an email or callback in most cases.
“We’ve also evolved our service model so that members facing the most complex challenges can get real-time, escalated support – without waiting for us to contact them back.”Jeremy Bolton, Visible Chief Commercial Officer
In cases that require further investigation, network specialists will review your case and get back to you by either phone or email.
5. Check Reddit and Help Docs For Answers
There’s an active community of Visible subscribers on Reddit. You can create a post about your problem or use the search bar to see if someone else has already asked about it.
Visible is not a typical cell phone service provider and its customer service options are more limited. The company is very transparent about this on its website.
If you’re uncomfortable with no phone support, consider US Mobile. It also uses Verizon’s network.
For those on the fence, Visible exec Jeremy Bolton recommends that you start with Visible’s free trial. That way, you can confirm phone compatibility and test out the network.
To learn more about Visible, read my real customer review. It’s updated frequently!