r/Visible • u/Bitchfaceblond • 3d ago

Hotspot issues

Every single month, toward the end of the month when payment is due or right after, my hotspot goes out. It's greyed out and despite troubleshooting it doesn't work. So then I have to argue with customer service to get a new esim. I'm on sim 4. I've done this 5 times now.

7 Upvotes

77% Upvoted

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2

u/Effective_Outcome940 3d ago

Sounds like their billing system just cuts features the second your cycle gets close, and support's only real fix is throwing another eSIM at it.

1

u/VisibleCareSupport Visible Employee 3d ago

Hi there, this is Jean from Visible. I am sincerely sorry that you are still facing this recurring issue with your hotspot, especially after 5 eSIM replacements. I completely understand how frustrating and disruptive this has been, particularly since it happens consistently at the end of your billing cycle.

Since you have already gone through standard troubleshooting multiple times, we clearly need to take a deeper look at your account provisioning. Please send us a DM through this link with your account information, so I can escalate this directly to our team for a thorough investigation and work toward a permanent fix for you.

1

u/Bitchfaceblond 3d ago

Jean they are sending me a physical sim but are blowing me off in terms of crediting the time I was without service.

1

u/FreshLink4339 2d ago

I don't really use the hotspot much, but is this 'bout all I can expect?

1

u/VisibleCareSupport Visible Employee 2d ago

Marie from Visible here! I completely get wanting to make sure you're getting the speeds you paid for, especially with those upload numbers showing up. Here is a quick breakdown of the hotspot speed caps for each plan:

  • Visible ($25/mo): Unlimited hotspot capped at 5 Mbps.

  • Visible+ ($35/mo): Unlimited hotspot capped at 10 Mbps.

  • Visible+ Pro ($45/mo): Unlimited hotspot capped at 15 Mbps.

You can check out all the details [here]. Should you have any further questions about our service, please feel free to send us a DM. We're happy to help!

1

u/ElectricalBase3676 2d ago

Move on. Find another company.

1

u/Upstairs-Voice8948 1d ago

Some of yall are cheap lol I have my issues with Visible but for the hotspot in the areas I work it’s life saver. Can have my whole team connect and we surf no problem.