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Visible by Verizon

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Visible Service LLC
Company typeSubsidiary
IndustryWireless telecommunications
FoundedMay 10, 2018; 6 years ago (May 10, 2018)
Headquarters
Denver, Colorado
,
United States
Area served
United States
Key people
Products
ServicesMobile communications
OwnerVerizon Communications
ParentVerizon Consumer
Websitewww.visible.com

Visible (stylized as v˙s˙ble) is a cell phone service owned and operated wholly by Verizon Communications.[1][2] Visible competes primarily against T-Mobile's Metro by T-Mobile, AT&T's Cricket Wireless and Dish's Boost Mobile as part of the prepaid wireless service provider brands.

History

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Visible was launched by Verizon on May 10, 2018 without any prior announcement. At launch, the service was only available by invitation only, and at the time, required users to register via the Visible app or its website. Once registered, Visible would send users a SIM card the next day and once installed, can access the network. In addition, only unlocked phones were available to be used at launch. Then, in 2021, a new CEO named Angie Klein joined the wireless prepaid service.[3][4]

About

Visible is an all-digital wireless carrier in the United States, offering unlimited text, talk, data, and hotspot, on Verizon’s 4G LTE and 5G NR Networks.[5][6][7][8][9] It is owned by Verizon and was founded in 2018.[10] The service supports Apple and Android devices.[5] The service is less expensive than Verizon—customers choose which plan they want and pay to receive a month of service. The company's standard Visible plan may be deprioritized based on network traffic, while the Visible Plus plan includes premium network access that is not deprioritized for the first 50GB.[11]

As of May 2021, Angie Klein is CEO.[12]

Visible was named to Fast Company’s Most Innovative Companies list in 2020, and was named Best Telecom Brand by Adweek in 2021.[13] Visible has also won a Shorty Social Good Award for its #VisibleActsofKindness campaign.[14]

In June 2022, Visible was rebranded as Visible by Verizon.[15]

In November 2022, Visible became part of the Verizon Value organization, led by Angie Klein.[16] The organization is part of Verizon's Consumer Group and houses its value and prepaid brands, including Tracfone, Straight Talk, Total by Verizon, Safelink, and Verizon Prepaid.[17][18]

Customer complaints

The company has faced numerous complaints since its inception related to its lackluster or non-existent customer support, which is only available via chat through their Android or iOS app, and social media platforms Facebook and Twitter.[19][20][21][22] The company has no phone number, and thus no customer support via telephone.[22] Customer complaints range from weeks long waits for porting in / out to complete, SIM / eSIM provisioning issues, loss of service for multiple days, failing to honor promotional deals, and charges to credit cards without services provided.[19][20][23]

On April 28, 2021, the Better Business Bureau issued an alert posted for the company, citing a pattern of consumer complaints that the company was unresponsive to their request for assistance regarding cellular service and billing and advising consumers to file complaints with the Federal Trade Commission Bureau of Consumer Protection.[21] The company's score with the Better Business Bureau is B−, with a rating of 1.38/5 stars.[21]

In a September 20, 2022 article in Fierce Wireless, the company admitted problems with its customer service model.[24]

References

  1. ^ Choi, Andy (18 August 2019). "What is Visible?". www.verizon.com (Press release). Retrieved 20 December 2021.
  2. ^ Broida, Rick. "Visible game-changer: $40 per month, no speed cap". CNET. Retrieved 2021-07-14.
  3. ^ Shieber, Jonathan; Ha, Anthony (May 10, 2018). "Verizon stealthily launched a startup offering $40-per-month unlimited data, messaging and minutes". TechCrunch.
  4. ^ Dano, Mike (May 11, 2018). "Verizon funds new 'Visible' app-based provider offering $40/month unlimited". Fierce Wireless.
  5. ^ a b "6 Things To Know Before You Sign Up for Visible". Clark Howard. 2019-09-04. Retrieved 2021-02-26.
  6. ^ Broida, Rick. "Visible game-changer: $40 per month, no speed cap". CNET. Retrieved 2021-02-26.
  7. ^ "Verizon's Visible adds 5G, eSIM support". Fierce Wireless. 9 February 2021. Retrieved 2021-02-26.
  8. ^ Cipriani, Jason. "Visible adds 5G, eSIM, improves Party Pay plan to prepaid service". ZDNet. Retrieved 2021-07-14.
  9. ^ "Visible Wireless | Unlimited Data, Talk & Text Cell Phone Plans". www.visible.com. Retrieved 2024-06-06.
  10. ^ "Why isn't Visible a Verizon MVNO?". Android Authority. 2018-05-16. Retrieved 2021-02-26.
  11. ^ Edwards, Luke; updated, Alex Whitelock last (2022-03-01). "Visible wireless plans guide: coverage, price, and everything you need to know". TechRadar. Retrieved 2023-03-21.
  12. ^ "Verizon's Visible names Angie Klein as CEO". Fierce Wireless. 26 May 2021. Retrieved 2021-07-14.
  13. ^ "In a Year of Uncertainty, These Brands Defined Disruption". Retrieved 2021-02-26.
  14. ^ "#VisibleActsofKindness - The Shorty Awards". shortyawards.com. Retrieved 2021-02-26.
  15. ^ "Verizon gives Visible and Total Wireless a new name". Wirefly. Retrieved 17 November 2022.
  16. ^ Furnas, Dawn (2022-11-16). "Verizon launches new organization to encompass value brands". NJBIZ. Retrieved 2023-03-21.
  17. ^ "Angie Klein to lead Verizon's value business". www.verizon.com. 2022-11-15. Retrieved 2023-03-21.
  18. ^ Furnas, Dawn (2022-11-16). "Verizon launches new organization to encompass value brands". NJBIZ. Retrieved 2023-03-21.
  19. ^ a b "Visible Service, LLC | Complaints | Better Business Bureau® Profile". www.bbb.org. Retrieved 2022-11-13.
  20. ^ a b "Visible Service, LLC | Reviews | Better Business Bureau® Profile". www.bbb.org. Retrieved 2022-11-13.
  21. ^ a b c "Visible Service, LLC | Better Business Bureau® Profile". www.bbb.org. Retrieved 2022-11-13.
  22. ^ a b "Visible | It's Phone Service. In An App". www.visible.com. Retrieved 2022-11-13.
  23. ^ "Visible is rated "Bad" with 1.4 / 5 on Trustpilot". Trustpilot. Retrieved 2022-11-13.
  24. ^ Hardesty, Linda (2022-09-20). "Visible acknowledges customer service problems". Fierce Wireless. Retrieved 2022-11-13.
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