{"id":"visible","page":"https://escalate.alexgaoth.com/#/c/visible","html":"https://escalate.alexgaoth.com/c/visible/","generated":"2026-10-15","company":{"id":"visible","name":"Visible","aliases":["visible wireless","visible by verizon","visible mobile"],"sector":"wireless","parent":"Verizon (service provided by Verizon Value, Inc.)","website":"https://www.visible.com","regulators":["fcc"],"notes":"\"Visible by Verizon\", an app-based prepaid service on Verizon's network. The Terms say service is provided by Verizon Value, Inc. or an affiliate (Visible Fiber Home Internet by Verizon Online LLC). Support is by chat in the app or website; the Terms list no support phone number.","channels":[{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"notices-email","type":"email","label":"General notices to Visible","value":"support@visible.com","purposes":["billing_error","poor_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"chat"},{"rung":"written_complaint","channel":"dispute-notice-email","note":"Written notice at least 60 days before arbitration."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court in the state of your billing address is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the charge in chat within 180 days, then email the dispute resolution manager.","evidence":["account email","phone number","the charge and date","chat transcript"],"steps":[{"do":"Open chat in the Visible app or website. Describe the charge and ask for a correction. Save the transcript.","channel":"chat"},{"do":"If not fixed, email a written notice of dispute to the dispute resolution manager within 180 days of the date the charge was incurred.","channel":"dispute-notice-email"},{"do":"After 60 days, file an FCC complaint, or start AAA arbitration or a small claims case.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"You must dispute charges for any Service within 180 days of the date the disputed charge was incurred.","issues":["billing_error"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account has been activated, Visible does not issue refunds for payments you have made.","issues":["billing_error","cancel_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel any time. Porting the number out cancels the line; get the port-out PIN from your Account profile.","evidence":["account email","port-out PIN","cancellation date"],"steps":[{"do":"To keep the number, get the port-out PIN from your Account profile and give it to the new carrier. The port cancels Visible service for that number.","channel":"chat"},{"do":"To cancel without porting, cancel in chat. Expect no refund of any account balance.","channel":"chat"}],"facts":[{"kind":"policy","claim":"If you port a number from Visible, Visible treats it as a request to cancel Service for that number. You need the port-out PIN from your Account profile, and you are not entitled to a refund of any balance on your account.","issues":["cancel_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a device within 14 days of purchase. Get the prepaid label in chat.","evidence":["order receipt","return tracking number","device IMEI"],"steps":[{"do":"Log in and type \"return my device\" in the chat box. A prepaid return label is emailed to you.","channel":"chat"},{"do":"Pack the like-new device with all accessories in the original box with the order receipt. Turn off Find My iPhone, delete data and remove any physical SIM."},{"do":"Card refunds can take up to 3 weeks after Visible receives the device. If not refunded, dispute it in chat, then by the dispute notice email.","channel":"dispute-notice-email"}],"facts":[{"kind":"deadline","claim":"If you wish to return your wireless device, you must do so within 14 days of purchase. Credit card purchases are refunded to the card, which may take up to 3 weeks.","issues":["equipment_return"],"source":"https://www.visible.com/returns-policy","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"For an outage over 24 hours in a row that is Visible's fault, contact Customer Care within 180 days for a credit.","evidence":["outage dates and times","location","chat transcript"],"steps":[{"do":"Contact Customer Care by chat within 180 days. Give the outage dates and ask for a credit for the time lost.","channel":"chat"}],"facts":[{"kind":"compensation","claim":"If you lose Service for more than 24 hours in a row and Visible is at fault, contact Customer Care within 180 days and Visible gives you a credit for the time lost.","issues":["service_outage"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Notice of a dispute goes in writing to Visible's wireless dispute resolution manager at VZValueNOD@verizon.com, at least 60 days before arbitration. Arbitration is before the American Arbitration Association; small claims court is an alternative.","issues":["billing_error","poor_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"Visible may change prices or other terms at any time, and you can cancel for any reason at any time. Visible says it gives notice before changes that would negatively affect your Service.","issues":["bill_increase"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you fail to make payment when due, Visible suspends and/or cancels your Service. The Terms list no late fee.","issues":["billing_error"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"known_blockers":["No published support phone number; support is chat in the app or website and needs sign-in.","The help center and contact pages need JavaScript and do not load for simple fetches."],"official_domains":["visible.com"]},"playbooks":{"billing_error":{"company":{"id":"visible","name":"Visible","sector":"wireless","website":"https://www.visible.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the charge in chat within 180 days, then email the dispute resolution manager.","evidence":["account email","phone number","the charge and date","chat transcript"],"steps":[{"do":"Open chat in the Visible app or website. Describe the charge and ask for a correction. Save the transcript.","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"If not fixed, email a written notice of dispute to the dispute resolution manager within 180 days of the date the charge was incurred.","channel":{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"After 60 days, file an FCC complaint, or start AAA arbitration or a small claims case.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"notices-email","type":"email","label":"General notices to Visible","value":"support@visible.com","purposes":["billing_error","poor_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"You must dispute charges for any Service within 180 days of the date the disputed charge was incurred.","issues":["billing_error"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account has been activated, Visible does not issue refunds for payments you have made.","issues":["billing_error","cancel_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of a dispute goes in writing to Visible's wireless dispute resolution manager at VZValueNOD@verizon.com, at least 60 days before arbitration. Arbitration is before the American Arbitration Association; small claims court is an alternative.","issues":["billing_error","poor_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you fail to make payment when due, Visible suspends and/or cancels your Service. The Terms list no late fee.","issues":["billing_error"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court in the state of your billing address is an alternative."}],"known_blockers":["No published support phone number; support is chat in the app or website and needs sign-in.","The help center and contact pages need JavaScript and do not load for simple fetches."],"security":{"official_domains":["visible.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"Visible by Verizon\", an app-based prepaid service on Verizon's network. The Terms say service is provided by Verizon Value, Inc. or an affiliate (Visible Fiber Home Internet by Verizon Online LLC). Support is by chat in the app or website; the Terms list no support phone number.","warnings":[]},"cancel_service":{"company":{"id":"visible","name":"Visible","sector":"wireless","website":"https://www.visible.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel any time. Porting the number out cancels the line; get the port-out PIN from your Account profile.","evidence":["account email","port-out PIN","cancellation date"],"steps":[{"do":"To keep the number, get the port-out PIN from your Account profile and give it to the new carrier. The port cancels Visible service for that number.","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"To cancel without porting, cancel in chat. Expect no refund of any account balance.","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}}],"channels":[{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"If you port a number from Visible, Visible treats it as a request to cancel Service for that number. You need the port-out PIN from your Account profile, and you are not entitled to a refund of any balance on your account.","issues":["cancel_service"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court in the state of your billing address is an alternative."}],"known_blockers":["No published support phone number; support is chat in the app or website and needs sign-in.","The help center and contact pages need JavaScript and do not load for simple fetches."],"security":{"official_domains":["visible.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"Visible by Verizon\", an app-based prepaid service on Verizon's network. The Terms say service is provided by Verizon Value, Inc. or an affiliate (Visible Fiber Home Internet by Verizon Online LLC). Support is by chat in the app or website; the Terms list no support phone number.","warnings":[]},"equipment_return":{"company":{"id":"visible","name":"Visible","sector":"wireless","website":"https://www.visible.com","account_url":null},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return a device within 14 days of purchase. Get the prepaid label in chat.","evidence":["order receipt","return tracking number","device IMEI"],"steps":[{"do":"Log in and type \"return my device\" in the chat box. A prepaid return label is emailed to you.","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"do":"Pack the like-new device with all accessories in the original box with the order receipt. Turn off Find My iPhone, delete data and remove any physical SIM."},{"do":"Card refunds can take up to 3 weeks after Visible receives the device. If not refunded, dispute it in chat, then by the dispute notice email.","channel":{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}}],"channels":[{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If you wish to return your wireless device, you must do so within 14 days of purchase. Credit card purchases are refunded to the card, which may take up to 3 weeks.","issues":["equipment_return"],"source":"https://www.visible.com/returns-policy","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court in the state of your billing address is an alternative."}],"known_blockers":["No published support phone number; support is chat in the app or website and needs sign-in.","The help center and contact pages need JavaScript and do not load for simple fetches."],"security":{"official_domains":["visible.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"Visible by Verizon\", an app-based prepaid service on Verizon's network. The Terms say service is provided by Verizon Value, Inc. or an affiliate (Visible Fiber Home Internet by Verizon Online LLC). Support is by chat in the app or website; the Terms list no support phone number.","warnings":[]},"service_outage":{"company":{"id":"visible","name":"Visible","sector":"wireless","website":"https://www.visible.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"For an outage over 24 hours in a row that is Visible's fault, contact Customer Care within 180 days for a credit.","evidence":["outage dates and times","location","chat transcript"],"steps":[{"do":"Contact Customer Care by chat within 180 days. Give the outage dates and ask for a credit for the time lost.","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}}],"channels":[{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"If you lose Service for more than 24 hours in a row and Visible is at fault, contact Customer Care within 180 days and Visible gives you a credit for the time lost.","issues":["service_outage"],"source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court in the state of your billing address is an alternative."}],"known_blockers":["No published support phone number; support is chat in the app or website and needs sign-in.","The help center and contact pages need JavaScript and do not load for simple fetches."],"security":{"official_domains":["visible.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"\"Visible by Verizon\", an app-based prepaid service on Verizon's network. The Terms say service is provided by Verizon Value, Inc. or an affiliate (Visible Fiber Home Internet by Verizon Online LLC). Support is by chat in the app or website; the Terms list no support phone number.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Customer Care chat (Visible app or website)","value":"https://www.visible.com/help/contact-us","access":"login","purposes":["billing_error","cancel_service","equipment_return","service_outage"],"notes":"The Terms point to \"our chat interface\" for disputes. The returns page says to log in and type \"return my device\" in the chat box. The contact page needs JavaScript.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Written notice at least 60 days before arbitration.","channel":{"id":"dispute-notice-email","type":"email","label":"Wireless dispute resolution manager (notice of dispute before arbitration)","value":"VZValueNOD@verizon.com","purposes":["billing_error","cancel_service","equipment_return","service_outage","poor_service"],"notes":"Include the account holder's name, the phone number, a description of the claim, the supporting facts, the damages and the relief you want.","source":"https://www.visible.com/legal/terms-and-conditions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. 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Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"AAA Consumer Arbitration Rules after 60 days; small claims court in the state of your billing address is an alternative."}],"security":{"official_domains":["visible.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}