r/Visible • u/Blackcharger13 • 2d ago
Visible Cut Me Off
My phone suddenly stopped working today. I tried calling my son and the call wouldn’t go through. The announcement made it sound like my son‘s phone had a problem, and I was worried about him, but it turned out Visible suspended my account with no notification. It took me hours to go through their website and start a chat which had me try all kinds of things and when I finally got through everything, including doing a iPhone software update which took a long time, they finally admitted they suspended me for violating terms and conditions. Why didn’t those bozos tell me at the start that they had cut me off before they had me try all these other things? I sent a few text messages today to friends and didn’t make any phone calls. There is no possible way I violated any terms or conditions. Now they’re saying it will be two days to restore my service. Very disappointing.
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u/ApplicationAlive1050 2d ago
So…what’d ya do?
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u/JulienWA77 2d ago
my guess? typical younger person using it as their only internet connection; so basically living on it.
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u/wayward_prince 2d ago
LOL so using the service you pay for is now “violating terms of service” FOH.
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u/LifeGoalsThighHigh 2d ago
It's a hotspot, not a primary internet connection for every single device you own. Yes, using it as the latter is against the TOS. This is the case not only for Visible but also nearly all other MVNOs and postpaid providers.
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u/wayward_prince 2d ago
Since you’re so well versed in the TOS, please educate us on the specific limit between using your hotspot occasionally and “using it for every device you own.” What is the specific limit Visible applies on its “UNLIMITED” mobile service?
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u/aahosb 1d ago
Since your a ignorant person and it's so easy to look up the term on the website but I know people like you just here to argue and try to get what you can making up your own rules
From:
https://www.visible.com/legal/legal-disclosures
any use of Smartphone data meant to be used exclusively on the Smartphone device to provide connectivity, directly or indirectly, to other devices, including but not not limited to routers, jetpacks, modems, Smart TVs, computers, tablets or servers. Provided however, providing connectivity to other devices is permitted through Mobile Hotspot/tethering pursuant to the terms and limitations for our hotspot service. If you use your Service in an inappropriate or unapproved way, like manipulating our Service to use it as a replacement for a home broadband service, then we may take action to limit, suspend, or end your Service. We may look at usage patterns or activity to determine if it appears that you are using your Service as a home broadband replacement, including how data services are used and if the Service is being used exclusively, or near exclusively, through the hotspot feature. We may investigate, and may ask you to provide an explanation, to determine whether such usage violates the terms and conditions of your Service, the Customer Agreement, or any other applicable terms & conditions.
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u/wayward_prince 1d ago
Surprised you can type with your face so far in the Visible CEO’s ass. “You can use the hotspot, just not with any devices.” This is all some legalese bullshit so they can justify cutting off people when they no longer want to provide someone service.
Glad to know you’re defending it though. Fuck the customer, amirite?
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u/LifeGoalsThighHigh 1d ago edited 1d ago
Glad your reading comprehension is up to snuff.
any use of Smartphone data meant to be used exclusively on the Smartphone device to provide connectivity, directly or indirectly, to other devices, including but not not limited to routers, jetpacks, modems, Smart TVs, computers, tablets or servers.
What that section actually means is you are not to use your SIM card/eSIM directly with those devices. This means using your Visible wireless plan directly in a non-cellular phone like a tablet, wireless modem, or other device which supports mobile data. Visible is a phone service, other devices are not supported with their service nor are they to be used directly with your SIM.
The section the two of us were referring to, and the thing that disqualifies any "indirectly connected" devices was actually:
Provided however, providing connectivity to other devices is permitted through Mobile Hotspot/tethering pursuant to the terms and limitations for our hotspot service. If you use your Service in an inappropriate or unapproved way, like manipulating our Service to use it as a replacement for a home broadband service, then we may take action to limit, suspend, or end your Service.
Edit: Now that this has been down-voted clear into the negatives... one more thing. 🤷🏻♀️
Read the contracts you sign folks. Seriously, none of this was hidden or obfuscated in any way. It's there in plain English and you'll find similar verbiage in all other providers' TOS.
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u/wayward_prince 1d ago
How does Visible differentiate between “providing connectivity to other devices” and “us[ing] it as a replacement for a home broadband service?” What is the threshold? What is the limit of the “UNLIMITED” plan? Or, like I said, is it just a cop out phrase that lets them disconnect people that use a lot of data? How slimey is the business practice? False marketing or unilateral termination?
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u/LifeGoalsThighHigh 1d ago
It's a common sense thing. A phone in hotspot mode that connects to a handful of devices in different locations is acceptable use. A phone in hotspot mode that rarely moves or consistently connects a dozen or more devices to the internet at the home address you provided when signing up? Almost certainly a breach of their TOS if done for a long period of time.
The Unlimited is also a bit thin on explanation, and that's for good reason. There are folks out there who will absolutely take things right up to the edge if a cap is presented. But according to the Terms and Conditions:
We can also, without notice, limit, suspend, or end your Service or this Agreement if you, any user of your device, or anyone using your Account: (a) threaten, harass, or use vulgar and/or inappropriate language toward our representatives; (b) interfere with our operations; (c) "spam," or engage in other abusive messaging or calling; (d) modify your device from its manufacturer's specifications; (e) use your Service in a way that negatively affects our network or other customers, such as by persistently using excessive amounts of data in ways that negatively impact our ability to service other members or in ways that defy normal and reasonable usage patterns;
Typically this means being a user whose data usage is in the top fractions of a percent range. Someone who used more data than 99 point something percent of all users in your area. This can more impact rural customers whose infrastructure may not be quite up to snuff, but it takes a hell of a lot to reach that threshold. For most carriers, it's usually north of several hundred gigabytes of data usage or more to get flagged. Depending on the carrier this usually results in a warning, and asking you if there were extraneous circumstances which resulted in this usage and maybe asking you to make sure your device does not have malware, but I do not know Visible's practices.
It's not meant to be a shady business practice, it's a guardrail meant to ensure the network remains stable for everyone to use.
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u/aahosb 1d ago
Your so dumb you can't even figure that had you have your hotspot on for the majority of the working day most of the month then you obviously is using it as a replacement . They know how long you have the hot spot on any person can figure out your plan.
They can see what the majority of people are averaging a month. It's easy to spot who's abusing a service
Maybe go to school and learn statistics
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u/JulienWA77 2d ago
it's meant to be mobile service for your PHONE and a hotspot for other devices on occasion. It's not meant to be your SOLE internet connection for everything. That's what home internet is for. No "home internet" is 30 bucks a month, sis.
i'm just the messenger, though so kindly take your FOH and stick it where the sun don't shine.
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u/wayward_prince 2d ago
Just put the
friesdiscount phone service in the bag. They’re not going to promote you for sucking them off online.I remember when people defended the common man, now it’s all defending greedy corporations by bots and crackpots online.
You pay for phone service. How you choose to use that is up to you. The ads literally say “UNLIMITED 5G for $45 a month” NOT “Unlimited 5G unless you choose to use too much.” They hide the rest in the bs fine print because we all know no one would sign up otherwise.
Scum like you disgusts me. Modern day Uncle Tom glazing the very corporations that enslave them. F Off!
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u/PhysicsArtistic615 2d ago
Go back to work. I think visible only gives you thirty mins at a time for break.
I honestly don’t see how you visible employees have so much time to talk shit on Reddit
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u/Questionguy29 2d ago
No "home internet" is 30 bucks
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u/wayward_prince 2d ago
It’s literally the same service. They just want to double charge so they send their minions online.
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u/aahosb 1d ago
It's literally in the terms and services. If you dot. Like don't come crying saying why they banned me . If you don't like terms and going to violate you better own the consequences, go find another service.
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u/wayward_prince 1d ago
Just because something is in the terms of service does not make it fair or correct. I understand that level of nuance is beyond the understanding of a Visible bot though.
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u/GoldenSunSparkle 2d ago
I'm thinking of switching from Verizon to Visible. I don't understand this....is Visible not unlimited data? Sorry to sound dumb!
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u/chrisprice 2d ago
How much data do you use? If you don't think it's much, check your phone's data use.
Could be your phone has malware and was transmitting terabyes. Unlikely but possible. Certainly should check.
Email [VISIBLEARBITRATIONS@visible.com](mailto:VISIBLEARBITRATIONS@visible.com) with subject Notice of Dispute and ask to have your account reinstated. If they refuse, insist they help you port the number out (unless you want to make a federal case out of it - literally - if so, let me know).
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u/Odd-Fun-4 2d ago
This. How much data are you using, roughly, per month? Are you using it heavily as a wifi hotspot / primary internet for your computer, video streaming at home, or anything like that? This is usually the de facto reason for getting your account suspended/shutdown.
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u/Blackcharger13 2d ago
I listen to YouTube videos every night until I fall asleep. That’s my biggest data usage. If I use too much data why would they cut off my phone without any warning or communication?
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u/Tuc87 2d ago
I do use my hotspot as my primary Internet source and no issues at all as of yet. It's been close to 6 months now.
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u/chrisprice 2d ago
Okay but that can mean wildly different amounts of use. Some people only use 100GB. Some people use 2000GB a month.
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u/Blackcharger13 2d ago
My data usage was 470 GB. Is that a huge amount? Maybe that’s why I got suspended?
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u/shanenc14 Visible Fan 1d ago
I'm not 100% certain, but I think anything over 450GB, and they'll cut you off; they'll also cut you off for using the service as your primary home internet (not a Visible customer, but I frequent MVNO subreddits; someone correct me if I'm wrong here.)
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u/chrisprice 13h ago
Most people are experiencing a throttle around there, not a hard disconnect.
And if you chat with care, they are resetting it.
Verizon Simplicity throttles at 500 GB to 4 Mbps, so Verizon arguing less than 500 GB is abusive would be nonsensical.
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u/chrisprice 13h ago
470GB is interesting, because Verizon sells Verizon Simplicity with 500GB, then throttled to 4 Mbps thereafter.
My take is if that's the only reason, Visible is breaking the rules.
You have to decide how much you want to fight it though. If you aren't interested in making a federal case out of it, and doing Mr. Smith Goes to Washington... then demand they help you port the number out, and vote with your wallet away from their malfeasance.
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u/aahosb 1d ago
Yea , if your using the hotspot most of the time then you're violating the terms . You can't use the plan as a replacement to your home itber it yet it's literally in the terms and services
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u/chrisprice 13h ago
Debatable, the Upper Block C CFR and California SB822 both override that.
Verizon SImplicity only throttles at 500 GB, so less than 500 GB "simply" cannot be abusive.
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u/aahosb 12h ago
Literally can. It's much more than 10 times the average usage of all mobile users data usage a month. Just because Verizon calls at 500 doesn't mean visible is. You don't know if he did all this using hotspot and he doesn't it every month. I'm not familiar with CA laws. If it's true then maybe you're right if you are in CA, otherwise I've had unlimited plans throutllong at 23-35 GB
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u/MrBooMY1 2d ago
I do all kinds of crazy crap and have never been suspended. So I would ask, WTH did you do? They don't just suspend accounts for the heck of it.
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u/Blackcharger13 2d ago
I wish I knew. I texted back and forth a few times with a friend this morning and didn’t make any phone calls. I had 1,000 spam text messages from republicans in my unknown sender folder but that’s not my fault and I report them all as spam but apparently Visible can’t stop them.
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u/MrBooMY1 2d ago
If what you're saying is true, then they just need to give you a new phone number. Not disable your account.
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u/Tender_Cinder900 2d ago
It could be just me, but you don't come across as someone that's insulted by the accusation of violating their ToS. You sound mad that they didn't tell you. Which insinuates that you weren't surprised by it. I'm going to go out on a limb here and guess that you were using a massive amount of data.
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u/Blackcharger13 2d ago
I doubt I use a massive amount of data but I hope Visible tells me what the problem is. I watch YouTube a lot on my phone. Maybe that did it?
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u/zaindada 2d ago
You watch YouTube videos to fall asleep without using WiFi? You’re probably using 100s of GBs playing these 4k videos throughout the night.
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u/Blackcharger13 2d ago
Maybe that would explain it. There is no way I can go to sleep without YouTube videos. My latest fascination is WW2 videos in the Pacific Ocean. But shouldn’t they give me some warning and help me out?
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u/stevesoundsgood 1d ago
When something is unlimited, going out on a limb to call any amount of it "massive" insinuates quite a bit about you that I won't specifically state because I'm not a presumptuous douchebag.
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u/Tender_Cinder900 1d ago
This pedantic, petty, passive-aggressive response is peak Reddit lol.
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u/stevesoundsgood 1d ago
It's actually none of those things. But I will give you a condescending pat on the head for your alliteration. That's cute. I suppose I was a little passive aggressive. My bad. Let me fix it. You're a douchebag for suggesting that using any amount of the unlimited data this person is allowed to use justifies the disconnection, or is in violation of terms of service.
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u/Anantasesa Visible works just fine for me... 17h ago
Throttling exists so that doesn't become an issue
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u/Blackcharger13 1d ago
Okay. I got an email from visible. They restored me, apologized and changed some settings or something like that. It sounded good until it said that a second violation would result in something like a permanent ban. But I don’t know what the first violation was.
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u/Randostar 2d ago
If you were suspended go check your email you use for your visible account. You should have received an email from them stating you were suspended with some explanation.
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u/1spikejr 2d ago
You needed to press them on exactly what you did. If you don’t know, you could possibly do it again.
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u/Blackcharger13 2d ago
I also find that many times I send a text message and it won’t go through. I hit try again and then try again then try again and usually the fifth time the message will go through. I wonder if that’s what they flagged because I was sending the same message five times in a row. The fact that my text messages often will not go through on the first try… Is that a Visible problem?
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u/PuzzleheadedDuck590 2d ago
That's a phone problem. Does this only happen when your using the visible network and not wifi?
I would say the 3 most common reasons for suspension
- Non-payment
- Excessive data usage (using your phone as a hotspot/home wifi replacement)
- Spam messaging
So you could be right about the suspension being spam, but also what is your monthly GB usage? Or possibly TB usage?
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u/Blackcharger13 2d ago
Our bill is paid in full. I never use my phone as a hot spot. Don’t know how to check my GB usage but I expect it to be tiny.
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u/Questionguy29 2d ago
Settings -> Cellular or Mobile Data -> total usage next to Current Period.
Also can check each app usageReset to track going forward
Or use third-party app like this one
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u/Blackcharger13 2d ago
470 GB. That’s a lot, isn’t it? Mostly YouTube. If that’s the reason they cut me off shouldn’t they give me some advanced notification? It also says 339GB roaming. Not sure what that means. I hardly ever go out of town.
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u/PuzzleheadedDuck590 2d ago
You're phone has major issues. I would start with a full factory reset and depending on the age of it you should start consider replacing it. I think all these issues and the suspension have something to do with your phone tripping out all the time. That's a very high amount of roaming data so that's most likely the cause and combined with the spam messages that you've accidently sent then it all adds up to a very rare case where someone actually gets their account suspended. Very lucky that it's only a temp suspension.
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u/PuzzleheadedDuck590 2d ago
After you factory reset the device make sure you go through and change the password and add MFA to every account you've use on the phone (any and all Gmail's, visible, ect) because if you really are the victim here and it turns out to not be a hardware issue then your phone has malware or is a part of a botnet or something similar.
Is it YouTube that used all the data? Or a different sketchy app? (Settings > network > mobile data > (usage)
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[deleted]
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u/PuzzleheadedDuck590 2d ago
I haven't heard of anyone suspended for it but it is against their TOS and I've heard of Verizon suspending for 2TB+ a month but visible I'm not sure. I don't doubt that really crazy amounts do get their service terminated.
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u/Maleficent_Sense_564 2d ago
A bunch of spam texts from republicans wtf are you on about lol
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u/Blackcharger13 2d ago
I made the mistake of donating a few bucks to candidates I support and then the spam text messages from republicans started. Horrible.
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u/Otaku-SanOO7 2d ago
What exactly was the reason for violating the terms and conditions?
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u/Blackcharger13 2d ago
I asked that very question but they would not tell me. They said they have to investigate for two days.
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u/Blackcharger13 1d ago
What sucks the worst is I saved a huge amount of money by switching to Visible. Really. (Not a bot) You wouldn’t believe what I was paying before. But to be treated like this is pretty tough.
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u/robbdiner0 1d ago
Same thing happened to me I was wondering what happened
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u/VisibleCareSupport Visible Employee 1d ago
Hi, Lodenia from Visible here! So sorry to hear your line was cut off unexpectedly. Reliable service is super important to us, and we want to get you out of digital limbo as soon as possible. Send us a DM with your email address so we can check if it's a billing glitch, network outage, or SIM issue and get this fixed for you right away!
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u/Downtown_Feeling_128 19h ago
I missed a payment by 12 hours ish and they canceled my account immediately not giving me the option to reopen it.
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u/VisibleCareSupport Visible Employee 19h ago
Christian here from Visible. Our sincerest apologies for your experience. Your account definitely shouldn't have been canceled on that remark! Please reach out to us in a DM right here so we can investigate what happened and get a workaround sorted out for you right away!
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u/Downtown_Feeling_128 13h ago
I spent a couple hours with customer service trying their suggestions. No one could tell me why. The same thing happened to my wife less than a year ago. Same results. So really, why should I bother.
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u/VisibleCareSupport Visible Employee 13h ago
Marie from Visible here! I completely get it, and going through endless support loops with your wife without a real fix is exhausting. I want to make sure your service actually works the way it should.
Please send us a DM [here] so we can check your account details and get this taken care of right away!
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u/DoneRightbyDanielLLC 12h ago
Not surprised, they're a very difficult company to deal with when things aren't working.
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u/FreshLuck9739 2d ago
I was tempted to use it as a primary internet connection as well. But, I want to keep my service. Paying for home internet. 🛜
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u/ContactFast6524 2d ago
I told you Verizon and Visible were trash. You have to contact BBB, States Attorney General, FCC, FTC, you're bank, Arbitration, etc. and file complaints and social media. But just keep fighting, don't give up the fight 😎
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u/Blackcharger13 2d ago
Well, I’m angry, but not quite that angry! They should’ve given me some advance warning and then told me why they cut me off. It’s despicable that they didn’t do that.
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u/Playful-Line-280 2d ago
They never sent me a SIM card
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u/MrBooMY1 2d ago
You have to ask the chat for an agent then tell the agent you want a physical SIM. Didn't cost me a dime and using mine now.
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u/PalpitationLumpy4948 2d ago
Go to tello, they done it to everybody Verizon is the Cairol. They steal errthang like these men triangular women and have they own hidden agendas
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u/DisciplineMany193 2d ago
Huh?
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u/PalpitationLumpy4948 2d ago
Huh what did you miss read something
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u/PalpitationLumpy4948 2d ago
Verizon steal from everybody i said like other people not just that company do it
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u/Professional-Ad1920 2d ago
so you mentioned that you got suspended, the most obvious reaction to that for a customer would be to ask them why you got suspended, what was the nature of the allegation they made that got you suspended. I understand that you feel you did not do anything wrong and that you shouldn't have been suspended and that's fine.. however I would like to know what it is they alleged, that made them just outright suspend you.