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Visible migration to Verizon prepaid

PLEASE UPDATE YOUR SOPs, knowledge base, support articles, white pages, or whatever support uses.

I've been told three times within 1 day to place an order but the issue with this is that "verzion support" doesn't seem to know how to migrate Visible Phone Numbers to Verizon.

Visible generates a port-out pin and account details in order to port-out my number to the next carrier. Well what do you know, i'm trying to go to Verizon so it should be easy right? BEEP nope.

All Verizon wants/needs to use are the last 4 digits of the IMEI and the email address from Visible, but WAIT! Once this shows that port is successful, I'm told I need to pay upfront for the line service in order to activate the sim cards. OK SURE "SWIPES CARD OR ENTERS CARD PAYMENT".

Once the cards are inserted, they never activate therefore an account number does not exist for my phone number. BUT WAIT I JUST PAID?! Yeah well tough luck because when you call support to tell them to activate the line, they say we cannot find your account number with that phone number.

BUT HOW? I'm looking at the receipt in my email right now with the order number and location number. This prompts support to send us on a goose chase to multiple teams. prepaid team, care team, tech support etc...

All to which will say the same thing that they need to try porting the phone number. Well duh, we've explained that 4 times already. The issue is that its not activating, therefore no account number yet the customer is the one who is constantly charged...

PLEASE PLEASE build some AI for this process. Its obvious human interaction is not doing the trick. Yes I've tried the 4 other Verizon support numbers and even went to a store to assist and they were given the same trickery.

FIX THIS ASAP because I have no account number.

So of course after this dumpster fire, I tried cancelling so I can start fresh next week. Well well, NO TEAM can confirm if my orders were cancelled and refunded because they don't exist or don't have access to this information so the only thing they can do is send you down the transfer road that never ends. BUT my mailbox has the receipt, and my credit card shows the activity...nope worthless and has no value.

Because our database doesn't have your number in it therefore you dont exist. Uh ok, then why am I calling?!? "Well I can help you with a postpaid plan though?" yeah right, you cant even understand how to migrate from Visible to Verzion. No chance I'm willing to be stuck on an actual contract.

Comments

Gkoy

The moral of this story is that I wasted a perfectly good Saturday chasing this Rabbit hole.

Why did I think Visible to Verzion was going to be an easy migration (probably because its literally named "Visible by Verzion" now) which has no actual value as I'm writing this post.

Now i'm stuck making this post so I can make this someone else's problem or or maybe give someone an answer to this so they can avoid? Which is exactly what chat and phone support from Verizon have been doing to me all day. With the added salt of course.

SynthpopAddict

Yikes. Were you sent to the Porting Department by any chance during your calls? It's really too bad that they roll us customers around from place to place when we call... With this being a holiday weekend, there are probably not many people working the call center either, so you may have better luck visiting a Verizon store or waiting until Monday to hopefully get someone who knows what's going on.

Verizon's Porting Department's number is 888-844-7095. You may also want to call Visible and make sure they aren't holding your number for some reason.

Gkoy

Thanks for the response!

Yes, I was actually told to go into the store because the 1st order I place was given temporary phone numbers (no porting because support figured we could do this afterwards when service was in place).

I went into the store because somehow the PIN was incorrect and I needed to show my ID for access.

The sales rep and I at my local store spent 4 hours troubleshooting this. I'm sure we hit the porting team but they were very focused on an account not existing. The sales rep explained to them that no account was created even though port was successful since the lines were not activating. (This was the new order we placed in store as I was told a migration needs to happen when the account is created and not after with temp numbers)

When I contacted Visible, they said the numbers are ready to transfer (and recited the approval request for the port PIN I submitted for was good multiple times for 7 days)

Now here I am with 4-5 Verizon charges and no idea how to get an actual refund. Chat support is not helpful because they dont see anything with my emailed receipts that contain the order and location number, so I'm really hoping a Verzion employee sees this thread

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