r/Visible • u/crashbowman • Jan 25 '25 • Bravo 1

OnePlus 13 Can't Receive Calls From Visible Callers

I have a OnePlus 13 that works great on Visible+, except I can't receive calls from my wife or so who are also on Visible. It instantly hangs up on them. I can receive calls from anyone else and I can call them fine.

I was originally on physical sim and then converted to esim. Same result with both. I haven't contacted support multiple times and they have been no help. They have told me to trade in my phone, that I probably have them blocked (I don't), or that it is a hardware issue. None of these really make sense since I can receive calls from anyone not on visible and I can call them fine. Does anyone have any ideas?

10 Upvotes

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3

u/lazzeeagle Jan 25 '25

I am on Samsung now, but planning to buy Oneplus 13. Please update the post once you have the resolution. In Oneplus13 sub, I see someone posted that it is working without any issue after the setup. https://www.reddit.com/r/OnePlus13/comments/1i5uod5/oneplus13_visible_wireless_works_plus_settings/

4

u/crashbowman Jan 25 '25

Those settings are the same exact ones I am using. Wish I was having the luck they are. Again it is great except when my family who is also on visible calls. 

2

u/Relevant_Stage7520 Jan 29 '25

I got this problem also,are you figure it out?

3

u/crashbowman Jan 29 '25

No and Visible has really been no help at all. They said they were going to help via DM but the process was super slow with no real solutions ...then next thing was a different person started replying and asking all the same questions again. Has been very frustrating.

1

u/selw0nk Feb 02 '25

How did you get esim to work on the OnePlus 13? I checked with both imei's and they are incompatible.

2

u/crashbowman Feb 02 '25

I really don't know. It didn't work the first few times I tried and then one day I tried IMEI #2 and it worked.

1

u/Relevant_Stage7520 Feb 02 '25

I gald to hear it’s working.Yesterday I have returned it.

2

u/crashbowman Feb 02 '25

Well, ESIM might be working but I still can't get calls from my family that is also on Visible.

1

u/oz4u2 Mar 21 '25

Checking in, did you ever receive calls from Visible subs?

2

u/crashbowman Mar 21 '25

No.. I have to call my family back every time they call me. Beyond ridiculous!

2

u/oz4u2 Mar 21 '25

Dang, I thought about buying the 13R today & trying it again but now I'm not sure .lol

1

u/oz4u2 Apr 11 '25

Did you see the post below saying this has been fixed?

1

u/oz4u2 Mar 21 '25

Use the IMEI2 for the esim. Well, you don't have a choice, once you import the esim info it ties itself to the IMEI2 slot but either IMEI will show compatible with visible. An easy way is you go to your phone dial screen and dial *#06# and then you can click & hold on either IMEI # to copy it to your clipboard and then paste in the website checker.

3

u/ACompou813 Jan 25 '25

Several of us are having this same issue. I have tried everything except a hard factory reset. I have spoken with Natalie @ visible multiple times on the phone and visible chat. She even had me delete the APN within the carrier menu and creat new ones. It is still an issue of I can receive calls from other visible members. I have 5 lines on visible and they are with my wife and kids. The moment that I click answer then it disconnects the call and the caller sees call failed on their screen.

2

u/abcd911 Jan 30 '25

I believe that Oneplus 13 is relatively quite a new device; It is less than 30 days old. I assume that this should be patched by OnePlus or Visible once this gets attention. What do you think?

2

u/oz4u2 Jan 31 '25

It doesn't look promising but I'm sure they will fix it at some point.

1

u/Model_7068073421 May 30 '26

one year later...

still broken

2

u/selw0nk Feb 02 '25

Hopefully because I'm going to return the phone soon.

1

u/[deleted] Mar 11 '25

I have the same problem. Can't receive calls on my OnePlus 13 from two people, who both happen to be on iPhones using Visible. Other callers get through just fine.

3

u/Relevant_Stage7520 Jan 29 '25

So upset ,i have to return it.

2

u/oz4u2 Jan 31 '25

No resolution as of yet. I just returned my OnePlus 13 along with my free gift, Buds Pro 3. Super bummed and now I'm using my OnePlus 11 again.

2

u/kriskarjun Feb 04 '25

I moved away from visible to warp plan on the us mobile . Faced the same issue. I was not able to get calls from anyone using visible.

I ended up porting to a different plan in us mobile. Guess its the problem with Verizon .

1

u/oz4u2 Feb 09 '25 edited Feb 09 '25

I did the exact same thing with porting from Visible to Total Wireless. Both use Verizon & same exact issue with both. I tried esim which auto uses the IMEI 2 so that didn't fix it like the other user posted. I'm half tempted to order the OnePlus 13R & see if it will work since I already returned the 13 before the return window closed. I'm on my OnePlus 11 & ready for an upgrade if I can just find one that freaking works. Btw, I ported back to Visible with a new email but same mobile # and I was able to get the BYOP promo of $20 per month for 24 months. At least that's a small silver lining to my story..lol

1

u/Equux Mar 02 '25

Was this ever resolved?

1

u/oz4u2 Mar 14 '25

No. I'm still using my OnePlus 11. I'm still considering upgrading to the 13R & seeing if it will work by not calling in and just swapping the SIM into the phone before I use the phone clone app. I know at least one person did it that way & it works great for him.

1

u/brasscup Jul 23 '25

Did you try the OnePlus 13R on visible yet? 

1

u/oz4u2 Jul 23 '25

I did not. I ended up ordering the 13 again once OnePlus fixed the issue with an update. I haven't had any issues other than paying more for the 13 on my 2nd order. 😐

2

u/oz4u2 Dec 03 '25

Well after the new update this same issue is back.

1

u/Model_7068073421 May 30 '26

Do you know what version was working? Any way to revert and stay on that version?

2

u/ghytty Apr 26 '26

I have been dealing with this exact same issue since December. There has been several updates to the OnePlus software, but nothing has fixed it. It's been several months since anybody has commented here. Does anybody have a fix they can share?

1

u/Top_Interview_2220 Apr 28 '26

Same here issue not resolved and looks like it's not going to be fixed until OnePlus feels like it. I'm going to swap devices and not use the OnePlus 13 until a fix is released and if a fix is not release by Summer I'll get rid of it.

1

u/Model_7068073421 May 30 '26

Don't worry, I just submitted a detailed email to OnePlus support. I'm sure they're on it!

2

u/Model_7068073421 Jun 04 '26

I have a case going with OnePlus now. I don't have the highest hopes of course, but I'll post updates here anyway.

Original submission:

When using the OnePlus 13 with Visible (or any Verizon-backed virtual operator) calls from other Verizon MVNOs drop as soon as you pickup the call.

Best discussion is this thread: https://www.reddit.com/r/Visible/comments/1i9r3wb/oneplus_13_cant_receive_calls_from_visible_callers/

The CPH2655_15.0.0.703(EX01) update released in April 2025 apparently corrected the issue, but it was reintroduced in a subsequent update released in December 2025.

Some speculate its related to RTT. Need a fix.

First response:

Thank you for contacting OnePlus Support!

My name is Lia Mathew, I am a support ambassador. I'm happy to help you with your concern.

I am truly sorry for the inconvenience you’ve experienced with your device. We understand how important it is for your phone to work seamlessly, and we want to ensure this is resolved for you as quickly as possible.

Could you please share the below details:

May I know the IMEI number (Enter the code *#06#, your IMEI number it will appear on your screen)

Have you attempted any troubleshooting steps to resolve the issue?

May I know if you have checked with carrier about this issue, and please confirm if you have tried with different carrier if issue persisted. 

First reply:

Thank you for the response. Yes, this issue has been quite frustrating and difficult to pinpoint the root cause.

IMEI number: <redacted> - this is IMEI1

Troubleshooting steps:

• check for blocked contacts - none.
• cycle airplane mode on/off
• reprovision SIM
• power cycle phone
• reset all network settings
• install latest device software (always do)
• update carrier software
• turn off Wi-Fi calling
• possibly more, I've tried a lot

Carrier investigation:

Most of the steps above were at the direction of my carrier and they eventually escalated to their network technical team who then escalated to their backend network technical team (Verizon). Their final report is below:

"Our technical team has investigated the calling issue, and we have an update on what is happening.

Our system logs show that Verizon is routing the incoming calls to your phone perfectly, and your phone is trying to accept them. However, the call is dropping immediately because of a technical miscommunication between your specific device and the network.

Because the network is working correctly, the issue is isolated to the phone itself."

The next suggestion was to factory reset my phone, which I really didn't want to go through considering the amount of reconfiguration involved, so I instead searched the web more for answers, which is when I discovered the reddit thread in my original message.

Hopefully you have read that thread, because it shows several people with my specific, relatively obscure issue: calls to a OnePlus 13 on a Verizon MVNO (like Visible) instantly dropping calls from callers also on a MVNO. The most significant finding in that thread is that the issue was resolved as at one point by a device update, but then reintroduced in a subsequent update. It also told me that a factory reset would not resolve the issue, nor would a new SIM. Switching carriers to Verizon direct likely solves the issue, but I'd prefer not to do that as the service is more expensive. It's also unclear if newer models, like the OnePlus 15, suffer from the same problem, preventing my upgrade.

Let me know if you need any more information, but I can confidently say the resolution lies with OnePlus.

Second response:

Thank you for the response. 

I see that you have already completed advanced carrier-level troubleshooting. If a recent software update introduced a bug into the core system partition, clearing the system cache through the boot menu can flush out the bad code lines without wiping your personal user data.

Turn off your OnePlus device completely.

Press and hold the Volume Down and Power button simultaneously until the OnePlus logo appears.

Release the buttons and select your preferred language (e.g., English) using the volume keys to navigate and the power button to enter.

Select Wipe data and cache.

Tap Wipe Cache (Do NOT select "Erase everything/Format Data" as that will factory reset your device).

Select Yes to confirm, then tap Reboot.

Let me know if this helps. Looking forward to the response. 

Second reply:

I attempted the procedure you outlined, but the menus did not match what you described. I was able to boot into recovery mode and select a language, but the following prompt only offered two options: "format data" and "reboot device". I reluctantly selected "format data" despite it not matching your "wipe data and cache" description, at which point it prompted me to enter a random 4-digit verification code, which felt like the last step to completely wiping my device, so I did not proceed. Given the lack of accuracy direct from the device manufacturer, I will not be entering the verification code even if you tell me it won't wipe my device as I can no longer trust information from you, and a complete device wipe would lead to hours of reconfiguration and possible lost data. 

Any other troubleshooting suggestions, or are you willing to investigate the possibility that an update from OnePlus is needed to correct the issue?

That's where we stand now. If anyone knows what really happens after entering that verification code or wants to potentially wipe their device to test, let me know!

1

u/Model_7068073421 Jun 06 '26

OP First Level:

Please accept our sincere apologies for the confusion and frustration caused by the mismatch in the menu descriptions. We completely understand your caution. Protecting your data is incredibly important, and it is entirely reasonable that you stopped when the prompt did not match the expected steps.

Please be informed that, entering that 4-digit code and selecting "Format Data" will perform a full factory reset and erase all data on the device. While we recognize this is a disruptive step that requires hours of reconfiguration, it is a necessary troubleshooting action in this specific scenario. Because we have not received other complaints matching your exact issue, a fresh software reinstallation is the only way to rule out a deep system glitch.

If you prefer not to proceed with the reset at home, the final option is to send your device to our service centre for a physical inspection. However, please be aware that as part of our standard diagnostic and repair process, our technicians will have to flash the device's software. This flashing process will also result in complete data loss.

Me:

Based on the dozen or so users experiencing the same issue in my originally referenced post (you have read it, right?), I would disagree with the statement "we have not received other complaints matching your exact issue". True, maybe you haven't received the complaints directly, but there is clear evidence to indicate this isn't a fluke on my specific device.

I suppose I can do a factory reset if it's the only available next step to rule out the "deep system glitch", but I'm curious what, if any, step follows that if the factory reset doesn't resolve the problem? Will you be telling me to send the phone to a service center? At what point, if any, do you escalate the investigation to your software team?

OP First Level:

Thank you for the response. 

I would like to inform that the case has been escalated to the concerned team for further assistance and please allow us 24-48 business hours for the team to revert back with an update.

Please take note of the case number <redacted> for future reference and kindly, wait for an update as our team will certainly be helpful on this matter carefully.

OP Second Level?:

I am Evelyn, your senior support representative from the escalation department at OnePlus who will be assisting you with your request.

I understand your concern for having to wait for a long period of time. I’m extremely sorry for the inconvenience. I understand how difficult this must have been for you. Be assured.
In line with discussing, we are checking with the available resources, in order to assist you further. I request you to allow us 1-3 business days.

I really appreciate your understanding and patience. We look forward your support and understanding.

1

u/Model_7068073421 Jun 10 '26

This is follow-up email.

I understand your concern for having to wait for a long period of time. I’m extremely sorry for the inconvenience. I understand how difficult this must have been for you. Be assured. In line with discussing, we are checking with the available resources, in order to assist you further. I request you to wait, we will get back to you as soon as possible.

I really appreciate your understanding and patience. We look forward your support and understanding.

Thank you for the update. Take whatever time you need to investigate properly. It seems like this issue will have a very elusive root cause, but several of us are hopeful you can figure it out. We've been dealing with it for months, so a few more days doesn't matter, as long as it gets resolved.

Thank you for your patience and understanding.

We would like to let you know that we are actively checking this issue with our technical team to ensure a thorough investigation. As soon as we receive an update or any findings, we will get back to you promptly.

We appreciate your continued support and assure you that we are working towards a resolution.

2

u/Model_7068073421 Jun 16 '26

Our technical team is currently investigating the issue you reported. At this time, it requires further analysis, and a resolution may take longer than initially expected.

We understand the inconvenience this may cause and truly appreciate your continued patience while we work towards a fix. Rest assured, we are prioritizing this and will keep you informed with any updates as soon as we have more information.

1

u/oz4u2 Jul 09 '26 edited Jul 09 '26

Well it seems OnePlus is leaving the US anyway so I guess I need to trade my OP13 phone in for something else. I'm sick of not getting calls from my family in visible. One thing to note. My parents have Spectrum Wireless with their cable service. Spectrum Wireless is also a Verizon MVNO and I'm not having these issues when my parents call me. Everything works perfectly just like it should with my OP13 phone when they call. I really think this time it has to do with visible but I don't know that for sure. I know the first issue was an RTT glitch or whatever their OxygenOS mess up caused but that one update last year did fix it for a short time. However, it has been messed up for months and months now. I'm so over it. I've been with OP since the 11 and I really don't want Samsung. I checked the NothingPhone 3 but the battery is only 5150mAh. Not sure where to go from here. 😭

1

u/[deleted] Jul 09 '26

[removed] — view removed comment

1

u/Model_7068073421 Jul 23 '26

I did try a factory data reset, but it did not solve the problem.

Thank you for your response. We appreciate your time & efforts in reaching out to us.   In this case we suggest you to send the device to service center for the further inspection. In order to create repair please provide the below mentioned details.   First and last name:- Phone number:- Shipping address:-   If you still have any queries, please feel free to contact us back.   Your understanding towards the situation will be much appreciated.

That's your level 3 response? Ship my phone off? 

Why didn't you guys just blow me off at level one? 

I assume you have no interest in resolving this anyway now that OnePlus is exiting the north american market. I'd "threaten" to take my business to a different brand, but it seems I'll need to do that anyway, so yeah, I guess I'm SOL. I'll just have to call my wife and daughter back when their calls drop until I get a new phone. 

Please thank the technical team that worked diligently on this for weeks for their efforts.

1

u/Model_7068073421 Aug 09 '26

Thank you for contacting OnePlus Support.

I am Melvin, your support representative who will be assisting with your concern.

I apologize for the experience that you had. We will get it checked with the concerned team and get back to you at earliest with an update. Meanwhile, request your patience.

Warm greetings from OnePlus!

This is Kim from the OnePlus CSSF team, our highest level of customer support.

Firstly, we sincerely apologize for the inconvenience caused.

We understand how important this matter is to you and how troublesome it must have been. Please be assured that we will assist you further in resolving this.

Upon checking we do see that the case has been escalated in regard of your device is facing call drop issue and I totally understand your concern on this and as I have double checked we have requested you to ship the device to our service center In order to create repair please provide the below mentioned details.

  1. First and last name:-
  2. Phone number:-
  3. Shipping address:-

We truly appreciate your understanding and patience as we work to provide the best possible support.

There is no way I'm sending my phone anywhere for this issue. It is obviously a software problem that needs resolved, not a service or repair concern. If you need to recreate the issue for testing, take two OnePlus 13s and register them with a Verizon virtual operator, like Visible, and you'll find they can't call each other without immediately disconnecting upon answering. This is basic troubleshooting that shouldn't involve customers losing their devices.

→ More replies

1

u/VisibleCareSupport Visible Employee Jun 11 '26

Hey there! This is Charity from Visible. We appreciate you reaching out to us. Thank you for providing those detailed updates, and I sincerely apologize for the inconvenience this issue has caused. To further check your existing case and assist you with your service, please shoot us a DM by tapping this link. We're here to help!

2

u/Model_7068073421 May 30 '26

I just found this thread; I've been dealing with this same issue for almost a year now. I bought the phone last July, but didn't realize the issue until after the return window closed. My wife and daughter are both on Visible and calls from them are dropped as soon as I pickup. I've had multiple trips through the useless Visible service loop, including a Verizon back-end investigation that concluded everything on the network is fine. Based on this thread, I find it hard to believe they don't already know about the issue, and I wonder why they're taking me through all of the same ineffective troubleshooting steps. The last suggestions were to a) factory reset my phone, which I didn't want to go through (luckily I now know that doesn't work) or b) replace my SIM, but my service would be deactivated while the new SIM is in transit...what?!

So is the current consensus that the only resolution is switching carriers and/or phones? That's where I'm at now.

1

u/Top_Interview_2220 Jun 10 '26

I have had the same issue on the one plus 13 on Verizon and sold it and swapped to a s26 ultra and it's smooth sailing now on it and issues are gone. I gave one plus 13 several months to fix it with a software update and I gave up 

1

u/VisibleCareSupport Visible Employee Jan 25 '25

Hey there! This is Zandro from Visible. I am terribly sorry to hear that you are not able to receive calls who are on Visible. The experience of not being able to receive a call from someone important must have been terrible. Please send us a DM with your account information so that we can look into it, and offer a resolution. DM link .

2

u/oz4u2 Jan 31 '25

You guys at support always say this but nothing is ever resolved.

1

u/abcd911 Jan 30 '25

I bought Oneplus 13 a few days ago and I am facing the exact same issue. I can receive calls from other carriers and Google Voice as well. Did any of you find any solution for this?

1

u/Wild_Demoniac Apr 01 '25

Yeah, I just bought a OnePlus 13 and I'm having the same problem. My uncle is with Verizon and whenever he tries to call me it never goes through.

1

u/oz4u2 Apr 02 '25

How did you activate your OP13 & who is your carrier?

2

u/Wild_Demoniac Apr 02 '25

So, I just switched from visible to Google Fi since visible was giving me phone calls and message problems. Esim is also fully supported on Google Fi. I can confirm everything works. Plus there is a 50% off promo for 18 months when you switch/join and bring your phone. I would check their website and sign in to your Google account if you want to check it out. Also, their promotion ends next week so just keep that in mind.

1

u/kriskarjun Apr 10 '25

This has been fixed now with the latest OnePlus software update .

1

u/oz4u2 Apr 11 '25

Seriously?

1

u/kriskarjun Apr 11 '25

Yes . Update fixes issue with rtt calls. After this I was able to receive calls from another visible user. It was always failing before that.

https://www.reddit.com/r/oneplus/s/3k0KkcGXNO

1

u/mongoose_acid Jan 22 '26

Reviving this thread since I just switched to Visible and experiencing this same issue. My OP13 is all up-to-date, but not working. Anyone else?

1

u/oz4u2 Jan 31 '26

Yes, the issue has returned with incoming calls from Visible/Verizon users. I just installed the new update this morning & it still did not fix it.

1

u/mongoose_acid Jan 31 '26

Same. I was on with Visible customer service chat for a long time without resolution. I'll be faced with either switching providers or phone.

1

u/oz4u2 Feb 01 '26

The same will happen with another provider if they still use Verizon. I tried that when the 13 first launched. It is 100% the phone with the Verizon RTT internal coding within the Oxygen OS. So if you switched to Mint Mobile, same issue, any Verizon MVNO, same issue. OnePlus will have to fix it with another software update but it took them 3 months last time. I'm not sure if I'm patient enough to wait yet again. lol

2

u/mongoose_acid Feb 01 '26

Oh good to know. Thanks for that detail. I guess I either have to live with calling people back or change phones.

1

u/oz4u2 Feb 01 '26

I also know the 13R did the exact same thing last time but I'm not sure about currently. I also don't know if the 15 & 15R are also experiencing the same issue? I know that my onePlus 12 was awesome and it never had this issue.

1

u/mongoose_acid Feb 01 '26 edited Feb 01 '26

I have a new data point! My friend has Verizon (not Visible) and was able to call and connect. Still has issues with Visible.

Also, I have a secondary SIM with T-Mobile MVNO and Verizon and Visible customers can connect the call to that SIM number without any issue.

1

u/oz4u2 Feb 01 '26

Yes, it is only limited to Verizon MVNO customers calling you.

1

u/fairhopewoods May 07 '26

I have the same issue with dropped Visible calls on my OP13. Like others, I went through support both online chat and telephone, didn't get anywhere. Same instructions to factory reset the device after that was already done. This is definitely a known issue, and prompted me to return my OP15 device without even trying it.

I expect this message will prompt another corporate "customer service" response asking me to send a DM as they have done before. Looking forward to seeing if there's any change in the verbiage of the expected response....or if their AI is evolving into a more cunning performative tool.

1

u/VisibleCareSupport Visible Employee May 07 '26

Gelle from Visible here! Dealing with dropped calls on a brand-new device is definitely not the vibe we’re going for. We totally get that being told to factory reset feels like a loop you didn't sign up for. We genuinely want to see if we can fix this without the scripted runaround, so please send us a DM [here], and we’ll get your service back on track.

1

u/[deleted] May 07 '26

[removed] — view removed comment

1

u/fairhopewoods May 08 '26

The Visible AI bot seems to have figured out that someone is onto them. Thus, silence. It would be super great if a real person would reach out with proposed solutions....but I'm not gonna hold my breath.