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One of Verizon’s prepaid carriers, Visible, is under fire for allegedly deactivating the accounts of several users. Reports across Twitter, Reddit, and other social media sites detail the ordeal of the customers.
A Reddit user spoke about their account vanishing just a few weeks after switching from Mint Mobile. Fortunately, it seems like this may have been an error. According to one user, the Visible customer support team said that “some accounts have been suddenly terminated, it looks like to be (sic) a technical error.”
As XDA notes, this particular issue seems to be affecting customers who utilized Visible’s “2for22” promo. Under this promotion, new subscribers could avail unlimited data at $25/month after completing two months with the carrier. Moreover, any new customer who signed up after February 2 is eligible to receive a $200 digital gift card (until Feb 24).
“I am sorry for the inconvenience this is causing you! However, your account will not be reactivated, unfortunately and there is no more information we can disclose on this matter. The decision is final and we cannot bypass it,” Visible customer service told Reddit user u/Jerry789456123 on Facebook. So customers have received conflicting responses from Visible so far.
Visible! Worst carrier I’ve ever used! Horrible! My number was suddenly terminated and was not able to be transferred to another carrier, unless I pay $40 dollars to do so! Their technical error but I have to pay for it! #visible @Visible @visiblecare pic.twitter.com/z7e0RDVg0Q
— Mei Mei (@Meicja) February 22, 2022
Visible’s claim to fame is its ultra-low-cost plans starting from as low as $25
It’s incredibly frustrating to have an active line canceled without reasonable cause, particularly for customers who have had their numbers for over ten years. While the aforementioned customer response seems reasonable, not everybody was as lucky. BestMVNO notes that one customer service rep told the user to contact the FCC if they want to get back their phone number.
Visible hasn’t offered a public explanation on the cause of this particular problem. But the issue likely has something to do with the $200 gift card promotion, given that almost every terminated account had applied for the promo. The entire episode has caused quite a bit of panic among Visible customers. Meanwhile, many are seeking options to port their numbers to another carrier.
The prepaid carrier still has the 2for22 promotion up on its website. So the issue could be something else entirely. Visible’s plans start from as low as $25, including unlimited data, text, and minutes. The carrier also supports Verizon’s 5G Nationwide network on compatible devices.