u/FruitlessPotato

I’m posting this because I’m beyond frustrated with Visible support, and I want this escalated or at least acknowledged publicly.

I contacted Visible support because Visual Voicemail is not working on my Android phone using the stock Android / Google Dialer. Visible’s own help page says:

>Visible offers basic and advanced Visual Voicemail to members. Visual voicemail is available for both Android and iOS while Advanced Visual Voicemail (VVM)is only available to Apple users. All devices have access to the basic voicemail services. When using iOS devices, advanced visual voicemail is built into the operating system experience. The experience with Android devices varies slightly as you’ll be able to hear but not read your voicemails in your Visual Voicemail application or the Google Dialer.

Source: https://www.visible.com/help/plan-features#Voicemail

That is exactly what I was trying to use: the Visual Voicemail feature in the Google Dialer.

Support first told me that Visible offers basic visual voicemail for Android phones that I have to have a separate built-in visual voicemail app. After multiple troubleshooting steps failed, the agent told me the next step was a factory reset. I asked for the ticket to be escalated to a supervisor instead, because a factory reset is a huge step and should not be required just to escalate a voicemail issue.

The agent told me they could only escalate the case if I performed a factory reset.

So I did it.

I factory reset my phone, went through the setup again, checked Visual Voicemail, and it still did not work. Only after I did that did the agent reach out to “next level support” and come back with a completely different answer: that “Google Visual Voicemail is NOT applicable/supported on our platform anymore” and that Basic Visual Voicemail is available on iOS only.

That directly contradicts the Visible help page, which explicitly references Android devices and the Google Dialer. When I pointed that out, the agent just repeated that Basic Visual Voicemail is iOS only and suggested using a third-party app or basic voicemail.

This is unacceptable.

Visible support made me perform a destructive troubleshooting step, a full factory reset, apparently just to satisfy an escalation requirement. Then after I did it, they told me the feature I was troubleshooting is supposedly not supported anymore.

So which is it?

Is Android Visual Voicemail in the Google Dialer supported, as Visible’s own public help documentation says? Or is it not supported anymore, as support claimed after making me reset my phone?

Either way, forcing a customer to factory reset their phone before escalating, only to later say the feature is no longer supported, is terrible support and a complete waste of the customer’s time.

Visible needs to clarify its documentation, train support properly, and stop requiring factory resets before escalation when the underlying issue may be a carrier-side support limitation.